Review of ICBC 201 course

Cross-Cultural Communication

Source: kwintessential.com

Written Communication

Internal AudiencesInternal AudiencesPresident

VPProduction

VPMarketing

VPSales

VPFinance

VPHuman Resources

Sales ManagerNorth

YOUSales Manager

BangkokSales Manager

South

District Manager 1

District Manager 2

Assistant SalesManager 1

Internal DocumentsDocument

TransmittalReportsPolicy updatesMemosE-mails

DescriptionMemo that explains what is being

forwardedSummarizing information that is used for

future planningStatement of instructions

Multi purpose functionsMulti purpose functions

External AudiencesExternal Audiences

Customers

Suppliers

RetailersOutletsAgents

Government agencies

Regulators

The Media

Competitors

The general public

StockholdersInvestors

Your Company

External DocumentsDocument

QuotationsOrders/ClaimsAnnual Reports

Customer information

DescriptionLetters stating price for

services/productsLetters dealing with customer

orders/claimsReport to stockholders containing

summarized performance information

Information about new products/services/policy changes

Questions for analysis1. Who is (are) your audience(s)? What characteristics are

relevant to this message? If you are writing to more than one person, how do the people differ?

2. What are your purposes in writing?3. What information must your message include?4. How can you build support for your position? What reasons

or reader benefits will your reader find convincing?5. What objections can you expect your reader(s) to have?

What negative elements must you de-emphasize or overcome?

6. What aspects of the total situation may affect readers response?

Interviews

A systematic approach

Types of interviews• Survey/informational interview

Purpose: to gather information for future actions• Diagnostic interview

Purpose: to gather information to help to respond to needs of clients

• Research interviewPurpose: to gather information to determine cause & effect, motivations. Findings are used to improve concepts/strategies

• Job interview Purpose: to select candidates for employment

• Investigative interview Purpose: to determine cause of events

• Exit interviews Purpose: to determine why an employee is leaving the company

Planning the interview• Choosing the best interview structure

1. Highly structured interview-standardized list of pre-formulatedquestions. Common in market research.

2. Unstructured interview-consists of topical agenda withoutspecific questions or only few keyquestions.

3. Moderately structured interview-combination of 1. & 2. Allows for a flexible approach.

Differences in structural approachesHighly Structured

Interview

Usually takes less time

Easier for interviewer to control

Provides quantifiable results

Requires less skills by interviewer

Low flexibility in exploring responses

Unstructured Interview

Usually takes more time

More difficult to control

Results more difficult to quantify

Requires high degree of interviewer skills

Highly flexible in exploring responses

Open vs. Closed QuestionsWhen to use open questions

1. To relax the interviewee

2. To discover the interviewee’s opinions

3. To evaluate the interviewee’s communication skills

4. To explore the interviewee’s possession of information

5. To discover the interviewee’s feelings or values

When to use closed questions

1. To maintain control over the situation

2. When specific information is needed

3. When time is short

4. When interviewer is not highly skilled

5. When a high degree of standardization between interviews is important

Understanding and Using Social Media