effective communication in a global workplace

HelloWorld! Cultural Workshop

E.V.L International Consultings Ltd. (Ireland)

Effective Communication in a Global Workplace

February 28, 2011

Shining Chen


HelloWorld! Effective Communication in a Global Workplace

Communication Break-Down

Message Sender

Message ChannelMessage

ReceiverFeedback



Types of Communication

Verbal

Written Facial expressions

Non-Verbal

Oral Body languageVisual



AgendaNonverbal Communication

Verbal Communication

• 12 General tips on effective communication

• Business writing

• Oral communication

Disclaimer

This presentation is not intended to teach everything about

business English or communication, but

to introduce/review many great tips AND

to encourage you to research and think on your own!

Let’s begin the journey of learning together!



Non-Verbal Communication

Highly influenced by our culture!

Body language

• Hand gestures

• Posture

• Body movements

• Handshakes

• Body contact

Facial expressions

• Eye movements

• Eye contact

• Eyebrow movements

• Lip movements

• Smiles

Facial expressions

Non-Verbal

Body language



What about nonverbal communication of other cultures?

What can I do to avoid misunderstanding?

2-Step Process:

1. Observe any nonverbal feedback,

even if it is confusing to you

2. Communicate verbally

Now let’s get into more details!

Nonverbal Communication withGlobal Business Contacts



Verbal Communication

This is where we can make ourselves clear to others very effectively.

Written Communication

Visual Communication

Oral Communication

So, are there general tips oneffective communication?

Hum…

Verbal

Written OralVisual



12 General Tips on Effective Communication

1. Breaking down long sentences (pg.9)

2. Being clear with pronouns (pg.13)

3. Being aware of cultural differences (pg.14)

4. Complete sentences not always effective (pg.18)

5. Explaining colloquial languages & acronyms used (pg.20)

6. Checking understanding (pg.23)

1. Explaining what we are doing (pg.27)

2. Asking for clarification (pg.29)

3. Offering constructive criticism (pg.31)

4. Being assertive at work (pg.33)

5. Handling hostility at work (pg.34)

6. Improving communication with a particular individual (pg.35)

13. (give my own tip here)



Tip #1: Breaking Down Long Sentences

What counts as a long sentence?

Here are 2 common definitions in English:

• 2 or more clauses

• More than 2 lines long on page

So you see, a sentence does not have to be very “long” to be confusing!

How do long sentences affect our work efficiency?

How to break down long sentences?

Take a moment and think about it!




“Are my sentences simple enough that even non-native speakers can

easily understand?”


• Step 1: “One Sentence, One Idea”





• Step 2: “Clean up”

“If we can write with less and simple words, why make it long andcomplicated?” – Andrew McAllister, my favorite English teacher in high school

The KISS Principle: “Keep It Simple and Short (or Straight-forward)”




A few points to consider in Step 2 “Clean up”:

keep the most important information only

Simpler idea, wording & phrases

Avoid colloquial language

Active voice

Rearrange the order of sentences

Tip #2: Being clear with Pronouns

Rewriting process

How to implement it in oral communication?

Any idea?



Tip #2: Be Clear with Pronouns

Be explicit – name the pronouns

Rearrange sentences to see if it makes more sense

Ask others to edit or proof-read



Tip #3: Being Aware of Cultural Differences

Are you afraid of unintentionally offending a foreign business contact?

Do you feel that cultural differences are unpredictable?

You need not be afraid because there are patterns to cultures!

● Where do cultural differences exist?

● What are common to all human beings?

● How many different types of cultures are there?

Think about these for a moment!




A culture has many different dimensions, for example:

Individualistic vs. Community-oriented

Punctual vs. Tardy

High vs. Low

power distance

Direct vs. Indirect

communication

Conservative vs. Agressive

risk taking

Learn about them and many more online!

Understanding cultural differences,

Geert Hofstede

Past/ Present/ Future

orientation




What are common to all human beings?

Can you think of more?

How about “the need to be understood”?




So now we know about cultural differences and common human needs.

What do we do next?

1. Try to understand why people do certain things and behave in certain ways.

2. Cultural exchange – express your feelings & explain your way if there is a conflict.

3. Help others to become culturally aware too.(for example, give them this presentation)

4. Focus on common goal/objectives.

5. Come to a compromise on how to work together.

Any other idea?



When and how many complete sentences?

Titles & headings (in writings)

Bullet points

During business meetings/ presentations/ interviews

During small talks or lunch breaks

As little as possible

Best avoid

Not always

Sometimes

Capitalization rules

Tip #4: Complete Sentences Not Always Effective



Reasons for not using complete sentences:

1. Easier information absorption for receivers,

2. Quick expression of own opinions and/or feelings,

3. Request for quick responses from others,

4. Need for transitional words or phrases , and/or

5. Need to display an appealing, perhaps even charming, personality.

Expressions

Phrases

Exclamations

Tip #4: Complete Sentences Not Always Effective



• Slangs

• Jargons

• Idioms

• Expressions

• Figures of speech

• Proverbs

• Ironies

• Metaphors

• Similes

• Acronyms

• Abbreviations

• Shortened forms

Types of language to be aware of:

These are informal language and best avoided when:

1. We do not know the message receivers in person, OR

2. Our message receivers do not know these languages well

Tip #5: Explaining Colloquial Language & Acronyms



1. Abbreviations

Dr. (doctor)

Jan.-Dec.

Mon.-Sun.

i.e. (“that is”)

N. America

(north America)

dept. (department)

w/o (without)

Differences + examples of abbreviations, shortened forms & acronyms:

1. Shortened forms

tux (tuxedo)

auto (“automatic” or

“automobile”)

Rob/Bob (Robert)

Should’ve (should have)

who’s (“who is”/“who

has”)

1. Acronyms

FBI

(Federal Bureau of

Investigation)

the US

(the United States)

NY

(State of New York)

FAQ

(frequently asked

questions)




If possible, observe if the receivers are:

• looking confused,

• awkwardly silent,

• giving a strange response, and/or

• any other non-verbal feedback that confuses you

Explain in standard English and/or give examples.

Try to catch yourself when you use any colloquial language or acronyms.Pay special attention to:

• local colloquial language

• technical acronyms

• internal acronyms (within your company & suppliers, etc.)




Tip #6: Checking Understanding

Common Mistakes

Yes/No questions

Insulting others’ intelligence

Why are these mistakes?

What should we do then?

Any idea?




Strategy 1: Double-checking as a message receiver

May me double-check with you?

What I think you just said is that… Is that correct?

If I’m understanding you correctly, you are saying that…

Is that right?

Hum, sounds like you are saying…Am I right?

What I am hearing so far is that…Am I understanding you correctly?

Do you mind if I recap?What we have established so far is that…




Strategy 2:

Ask politely,

Be specific, and

Explain your purpose

KEY:Ask receivers to do us a favor by repeating information back to us.




Strategy 3:

Explain needs/requirements,

Show understanding & support (a.k.a. express empathy), AND

Ask open questions

• “what,” “why,” “which,” “when,” “how”



Tip #7: Explaining What We Are Doing

Very helpful even with business people from our “own culture”

Common complaints:

Don’t expect others to understand:

• Our expectations for others,

• What we are doing & why we do it, OR

• Our feelings

Observe non-verbal feedback from receivers

• Don’t wait until they ask

I am not a mind-reader!I am not psychic!

Message Receiver



Tip #7: Explaining What We Are Doing

A common, useful English tip:

Assume the readers don’t know anything about the subjectbut are intelligent.

• Intelligent message receivers can think & decide for themselves.

• Be careful: We are explaining things to adults, not to children.

Explain:

• Facts/details

• Examples

• Logics

(why we think/behave this way)

• Why we are explaining



Tip #8: Asking for ClarificationWhenever We Don’t Quite Understand

For simple questions

What do you mean by “…”?I don’t quite understand.

Feedback

Could you give me an example?

Could you explain it in

a different way?

I didn’t catch that. Could you

say it one more time?I’m sorry but could you

speak slower for me?



Tip #8: Asking for ClarificationWhenever We Don’t Quite Understand

For complicated issues, raise the level of importance by focusing on:

• Purpose

• Goals, and/or

• Company’s interests Could you clarify this point for me? I have

to understand it in order to do my work.

Feedback

It is important to us that we fully

understand this. Could you

give us more detail?

What are we trying to

achieve through this?

What were your considerations when you made this decision?

How can we achieve this short-term goal?



Tip #9: Offering Constructive Criticism

n Being Critical

• Personal attack,

• Placing importance in finding out who is at fault,

• Little consideration of the worth of those “at fault,” AND/OR

• Little tolerance to human mistakes.

n Constructive Criticism

• Finding out the real problem in systems/procedures,

• Recognizing that someone who made mistakes is still valuable,

• Recognizing the worth of team work & team spirit,

• Tolerating human mistakes, AND

• Improving systems/procedures.



Tip #9: Offering Constructive Criticism

What Would Make a Criticism Constructive?

Focus on improving systems/procedures,

Focus on what’s in common,

• team’s objectives and/or company’s interests

Focus on improving the performance of the team

• through team work (e.g. double-checking) & team spirit

Use positive language

• Suggest a well thought-out plan (but can be simple)

– with a defined evaluation method

• Follow up with the progress & control the progress



Tip #10: Being Assertive at Work

Assertive Rights in English-Speaking Cultures 1

1. The right to have my own values, beliefs, opinions and feelings,

2. The right to a fair hearing for my values, beliefs, opinions and feelings,

3. The right to have needs and wants that differ from others’ needs & wants,

4. The right to ask others to respond to my needs & wants,

5. The right to say “No” or refuse requests without feeling guilty or selfish,

6. The right to be wrong sometimes, AND

7. The right to have others respect my rights

Compare against your own culture:

§ Belief: Well-being of each employee is a necessity in the workplace.

§ Violation of any right above might result in legal problems.



Tip #11: Handling Hostility at Work

Strategy 1: “Don’t take it personally.”

• You are not alone – just walk away before you really get hurt.

Strategy 2: Be Firm But Polite

• Show self-confidence, control negative emotions.

• Remember that you are a valuable member in the company.

• How to say “No” politely in English?

“I’d love to, but …”; “I’m sorry, but…”; “Excuse me, but…”

Strategy 3: Magic Phrases from Dan O’Connor 2

“That’s interesting. Tell me more.”

“That’s interesting. Why would you say/do/think that?”

More ideas?



Tip #12: Improving Communicationwith a Particular Individual

Understanding the person

1. His/her communication style

2. His/her decision-making style

3. His/her work style

4. His/her primary love language(discovered by Dr. Gary Chapman)

5. What makes him/her happier

Focus on the objectives of the company/cooperation

Make him/her enjoy working with me

� Show understanding & support

� Building rapport



More Resources on Communication

1. KISS principle

2. Paraphrasing

3. Rewriting process

4. Editing, proof-reading

5. Team building

6. Teamwork

7. Team spirit

8. Team morale

9. Active listening

10. Allen Guthrie writing tips

1. SMART goal

2. Locke's goal setting

3. Goal setting theory

4. Being assertive at work

5. Assertive techniques

6. Geert Hofstede cultural dimensions

7. Cultural differences

8. Maslow's hierarchy of needs

9. Handling negativity at work

10.Career Boot Camp Rich Alexander



Business Writing

Combines Written and Visual Communications!

Types of business writing (pg.38)

Making presentation slides (pg.46)

Visual Aids (pg.49)

E-Mails (pg.53)



Types of Business Writing

What do the following have in common?

• Reports of findings and recommendations

• Meeting summaries

• Progress reports

And what do these have in common?

• Sales letters

• Press presentations & publications

• Proposals

• Essay writing

We will not cover the formats of common business writing. There are plenty of

resources and samples online. Please .

Persuasive Writing

Report Writing



Types of Business Writing

What do the following have in common?

• Agendas

• Meeting minutes

• Action minutes

• Action plan

• Thank-you letters

• Job acceptance letters

• Press release

• Product design specifications

We will not cover the formats of common business writing. There are plenty of

useful resources and samples online. Please .

Informative Writing



Business Informative Writing

In the first 2 paragraphs (6-7 sentences each paragraph), tell your readers:

• 5 W's: Who, where, what, when, how

• Why they should care about your subject

Use active voice as much as possible because readers will:

• Find your writing more interesting

• Read faster

• Remember more content



Business Report Writing

Research on subject (if necessary)

• source reliable & accurate?

Analyze information

• progress

• objectives met?

• room for improvement

• change in plan?



Business Report Writing

Present information and/or findings

• organization & flow logical?

• concise? (brief and complete?)

• main ideas easy to extract?

Cite references

• APA style

• MLA style

and more!

Plagiarism is the crime against

intellectual properties of others.



Persuasion vs. Manipulation

Persuasion has a good intention to benefit all parties.

• Aim to create a win-win situation

If you wouldn’t do what you recommend others to do, it’s manipulation.

• Self-interest only



Persuasive Writing in English

The below essay writing structure applies to persuasive writings in general:

Introduction

• Thesis statement

Body – each paragraph has:

• Topic sentence,

• Claims & support/evidence, AND

• Concluding sentence

Conclusion

Any difference from what’s in your culture?

If so, make sure to do research & learn about how to write well with this structure.



Business Persuasive Writing

Language of selling: (with examples 8)

No sell (a.k.a. factual)Charlie's Nightspot, 1 N. State St., attracts a young, style-conscious clientele.

Soft sell (a.k.a. slanted)Charlie studied with Chef Francois, whose students include Wolfgang Puck.

Medium sell (a.k.a. mildly promotional)For a meal you'll remember, call Charlie at 555-1189.

Hard sell (a.k.a. strongly promotional)Call this weekend to reserve a special evening at Charlie's.

Overkill (a.k.a. hype)A rare opportunity to dine in the same room with celebrities! A meal at

Charlie’s will leave your friends wondering: “Now, why don't I do things like that?”



Business Writing:

Presentation Slides



What do you like/dislike about the following presentation slides?

1. http://www.cdc.gov/tb/topic/research/BehavioralProceedings/Section4_App/AppB_slides/Kawamura_Behavior/images/Slide9.gif2. http://www.hkepc.com/database/images/15.40.32.12.10.2007.X38%20and%20X48%20Express%20Chipset%20FSB%20and%20D

DR%20Feature%20Comparison.jpg3. http://www.athena-software.co.uk/extWebSite_2008/templates/penelope_architecture.png

4. http://blogs.guardian.co.uk/technology/archives/images/Google_framework-1x.gif

Making Presentation Slides



Low complexity on each slide

Turn complicated explanations into visual aids

If you will be speaking

You are the focus of the presentation, not the slides

only keywords on slides

Font size – large enough for the audience in the last row?

If you won’t be speaking

Make your readers think along during reading

Font size – large enough on paper or computer screen?

Select simple and contrasting colors for readability

Making Presentation Slides



Business Writing:

Visual Aids



Visual Aids

Common Types:

Histograms

Bar charts

Pie charts

Line charts

Flow charts

Organizational charts

Scatter plots

Function graphs

Venn diagrams

Tree diagrams



Visual Aids

How to choose the right visual aids format?

Research on types of visual aids

Research on how to develop visual aids

Try all relevant formats

Ask others to help you decide (the more, the merrier!)

Take a look at “Systems Diagramming” from

OpenLearn, The Open University (UK)



Visual Aids

Attention!

Title all visual aids,

Label x and y-axis,

Keep relevant data only (or de-highlight irrelevant data),

Reduce complexity,

Check if font size is large enough for reading,

Maintain style throughout the document,

Choose simple colors,

Careful with color-blind combinations (red-green & blue-yellow), AND

Explain the meaning (with caption AND in text)



Business Writing:

E-Mails



Business Writing: Emails

Language may be formal, informal or a mixture of the two.

Common usages:

• Sending formal business letters (saving money on postage)

• As a quick official notice

• Asking for an action or a response

• Before AND after a meeting or an important phone call(e.g. agenda and report)

• As a short voice-mail message

Emails are not instant messages (MSN, Skype, AIM, ICQ, QQ, etc.)

Be careful with your words – emails are written proof and will be kept in files!




When are EMAILS better than phone calls?

• complicated figures/numbers (that does not require explanation)

• significant time-zone difference

• official holidays in contact person’s country

• personal conflict-resolving

I will send you the details in an email.

No more than

2 emails please!




When are PHONE CALLS better than emails?

• Need IMMEDIATE action/response

• Receiver doesn’t check his/her emails often

• May need to explain a lot

• Need a simple answer Hi, Mr. Jones? This is Jean Brown from

Roro Tech. I am calling regarding …



Subject Line in Email

Make it easy for others to find the email in a much later day



English Email Greetings

Greetings (a.k.a. Salutations)

“Dear” + capitalized title is a formal greeting

• When you don’t know the recipient(s) well, AND

• When you want to stay professional

Find out more greetings online!



Formal Email Greetings

Variants of “Dear” + capitalized title

• “Dear” + First Name (common in the USA)

• “Dear” + Dr./Prof./Mr./Mrs./Miss/Ms.

• “Dear” + Job Title (e.g. President of the…)

• “Dear” + Targeted Customer Group (e.g. Dear Customer, Dear Subscriber)

Native English-speaking women DO mind if you address them incorrectly

(Mrs. for married and Miss for single women).

So it is best to address women with “Ms.”

How to find out if your contact is a man or a woman?

Any idea?



Finding Out Your Contact’s Gender

A suggestion: Pick up your phone!

Hi, I am Sarah Jennings from Roro Tech.

I would like to speak to Hellami Parha.

Yes, this is.

How may I help you?

Yes, Mr. Otto referred me to

you. I’m calling regarding…



Informal Email Greetings

1. “Hi all” (for 2 or more people), “Hi,” “Hello,” or “Hey”

• When you’ve worked with the people a lot

2. No greeting at all or just the person’s fist name

• When you know the person very well(e.g. in the same office, work with each other on a daily basis)



Addressing Formally or Informally?

Cultural Differences

In some cultures (e.g. many Asians and Germans),

many insist on being addressed formally in business, e.g. Mr. or Ms.

• Just ask the recipient what he/she prefers!

Do you prefer to go by your

last name or first name?



1. Giving Information, Leaving Messages, or Sending Reports(Please refer to “Business Informative Writing” and “Business Report Writing”)

2. Asking for Action/Response

1. Name the specific action or response

2. Give a specific timeframe

1. “ASAP (as soon as possible)” is not effective

Would you please give me a call when you receive this email?

Please schedule an 1-hr meeting with me this week to discuss this issue.

Please fill out the form and return it back to me by the end of this month.

Content of Emails



Do you know that there are a few ways that will harm your

professionalism? Make sure to:

Show sincerity by spelling out VERY informal abbreviations:

• Please (instead of “pls”)

• Thanks (instead of “thx”)

Spell-check before sending

Check grammar before sending

• Spell-check cannot catch certain mistakes

In fact, you will anger your English-

speaking contact with these 2 abbrev.

Spelling and Grammar in Emails



English-speaking people really like this.

Find more variations with the following keywords:

If you have any please

“Please do not hesitate to contact me if there is any question.”

“If there is any question or comment, please feel free to contact me.”

“Please let me know if you need more information.”

Right Before Closing



1. “Yours sincerely” / “Sincerely yours” / “Sincerely”

1. For very formal letters/emails

2. Usually followed by a real signature (or an image of the signature)

2. “Regards” / “With regards”

1. Only in emails

1. “Best wishes” / “Best regards”

1. More informal than “Yours sincerely”

2. Friendlier than “Regards”

3. Only in emails

Common Formal Closings in Emails



1. “Cheers” / “Take care” / “Have a great day”

1. Quite personal

2. Followed by informal signature

2. No closing

1. Very informal

2. Only within the company

Common Informal Closings in Emails



Email Signatures

Comply with your company’s official rules!

Be Careful:

• with personal motto or a famous quote

• informal signature for the 1st email with a new contact



Formal Email Signatures

Contains at least:

• full name,

• job title,

• department name, AND

• company name

Common options:

• company address and/or website

• phone and/or fax number

• email(made available to forwarded email recipients)



Informal Email Signatures

When to use informal signatures?

• A long email thread between you and the contact

• Your contact already has your contact info

• You would like to be addressed differently (e.g. go by first name)

…

…

Best,

Anita Kelly

…

…

-Anita

…

Regards,

Anita KellyTel:+353 8722398

Please call me Anita!



How to be helpful in your email:

Comply with your company’s official rules!

Be careful with humor. It can backfire.

Give information about your absence

• the period of absence OR your return date, AND

• your ability (or inability) to reply emails while away

Divert work to coworkers who can help in urgent cases

• names, AND

• contact information

Out-Of-Office Auto-Reply Email



Here is an example of a helpful out-of-office email.

a Microsoft template (http://office.microsoft.com/en-gb/templates/e-mail-message-out-of-office-reply-formal-TC010251618.aspx)

Out-Of-Office Auto-Reply Email



Last Words on Business Writing

Readability is the key.

• Writing is useless if the receiver cannot receive the message.

5 steps of rewriting process

1. Review the 12 tips for effective communication,

2. Review the other 5 writing tips,

3. Review objectives for your writing,

4. Ask others to proofread and give you feedback, AND

5. Rewrite, rewrite, and rewrite!

Again, ALL writings in business are written proof!!



Oral Communication in Business

§ General tips (pg.75)

§ Telephoning (pg.78)

§ Meetings (pg.85)

§ Presenting (pg.91)

§ Small talk (pg.94)



Voice and pronunciation

Accents

Please remember the following

from non-verbal communication:

Body language

Facial expressions

General Tips for Oral Communication



Voice and Speaking

Pronounce words clearly

Speak slower when not face-to-face or 1-to-1

Tone (shows moods)

• Positive tones – relaxed, friendly, enthusiastic, etc.

• Negative tones – angry, impatient, indifferent, etc.

Intonation

• Vary pitch to keep audience interested

• Monotone and flat voice put people in sleep

Emphasis (makes meanings clear)

• “I CALLED early today” vs. “I called early TODAY”



Communicating with Accents

Everyone has an accent – it is OK.

How to reduce communication problems caused by accent?

• Find a quiet place to communicate

• Observe the pattern of communication problems

− For example, many find it difficult to distinguish Asian’s pronunciations for “R” and “L”

• Review the 12 general tips for effective communication

If you have a very strong non-native accent and would like to reduce it, please see our handout “Resources for English Learning.”



Oral Communication:

Telephoning



Telephoning in Business

to learn about common phrases and langauge

Leaving a voice-mail message

Recording a voice-mail greeting

Answering calls

Making calls

Interacting with automatic response systems(a.k.a. interactive voice response)

Note:Automatic response systems will not be covered here.Telephone conferences will be covered in meetings/confrerences.

What do I have the most trouble with business calls?



Leaving Voice-Mail Messages

5 Steps:

Provide your name + company name,

State the reason of your call briefly,

Ask the person to call back (give a time frame),

Leave your contact number, AND

Repeat your contact number again.

This is Theresa from Charlie’s Guest House.I am calling because …

Please give me a call before 12 o’clock tomorrow.

My number is 000-0000.I repeat, 000-0000. Goodbye.

How to leave voicemail

to find more sample scripts online.



Recording Voice-Mail Greeting

4 Steps:

Provide your name + company name,

State that you are not available,

Ask the person to leave a message/information, AND

State what you will do with the messages.

This is Theresa of Charlie’s Guest

House.

I am currently not available. Please leave your name &

phone number, and I will get back to you ASAP. Thank you.

Voicemail greeting script

to find more sample scripts online.



Voice-Mails & Cultural Differences

Voice-mail machines popularity not uniform around the world

• almost default: e.g. the USA, the UK

− traditionally customer-friendly cultures

• almost none: e.g. Germany

− belief: “If it’s important enough, they will call again.”

Hum, no voicemail

machine. How can I

leave a message?

Any idea?



Answering Calls

1. Comply with your company’s official rules!

1. Determine the purpose of the call.

2. Listen actively and be helpful.

3. Gather information

• Caller’s name and contact information

• Information provided by the caller.

Charlie’s Guest House. This is Theresa. How may

I help you?



Making Calls

1. Remember your purpose of calling.

2. Give clear information

3. Send clear requests

4. Listen actively and gather information

• Feedback/response of the other side

5. Think about what actions to take next

P as in “Peter” and B as in “boy.” Then followed

by the number 8.

I need this info before the weekend. Would it be OK if

I call again on Thursday?

Telephone English

to find common phrases online.



Oral Communication:

Meetings



The functions of meetings vary among cultures. For example:

1. Announcing news/decisions officially, e.g. Latinos

2. Generating ideas AND making decision, e.g. Americans, Germans

3. Generating ideas, but superiors make decision, e.g. French

4. Building team spirit, e.g. Americans

And more!

Meeting rules also differ. For example:

1. Phone ringing is unprofessional, e.g. Americans, Germans

2. Phone ringing constantly is professional, e.g. Arabs, S. Europeans

Business Meetings & Cultural Differences



So, what could we do during a meeting with international contacts?

1. Ask and adapt to the local meeting culture

2. Introduce AND explain a new culture

3. Do (1) for a few meetings AND do (2) over time

4. Send your contact person this presentation

What should we definitely do?

Remind each other the objectives of cooperation,

Show sincerity and openness, AND

Clarify any cultural misunderstanding

Business Meetings & Cultural Differences



What is unique?

Emphasis on creativity and innovation

therefore

Emphasis on an open discussion for all participants

which means that

1. Disagreements are just as valuable as agreements,

2. Reasoning and evidence are the keys of persuasion, AND

3. Everyone has equal rights in the meeting

therefore developed

Brainstorming, mind maps, and other methods/tools

Meetings in English-Speaking Culture



When to call a meeting?

Need to exchange/generate ideas

Need to make a decision with consense

Need to build a strong team spirit

Need to check progress

Need to ensure clarity

When NOT to call a meeting?

Only to announce news

please send it via email

2 or more unrelated subjects/goals

break down to more meetings

When to call a meeting

Meetings in English-Speaking Culture



To learn common English phrases in meetings,

• Calling meeting

• Conducting/holding meeting

• Participating in meeting

• Asking giving opinions

• Agreeing disagreeing in meeting

• Describing trends

• Making suggestion in meeting

• Appologizing

• Heding

• Interrupting in meeting

• Avoiding being interrupted

• Clarifying

• Asking for clarification

• Making proposals

• Rejecting proposals

• Moving on to next topic

• Going back to previous topic

Business English for Meetings



Oral Communication:

Presenting



Common Presenting Mistakes

1. “Long” opening

(when audience knows the title of presentation already)

2. Trying to be funny with opening

(but audience does not find it funny)

3. Self-introduction “too short” or “too long”

4. No agenda or overview slide for a meeting

5. Speaking too fast because of time constraint

• Check if you have irrelevant information or too much information



Common Presenting Mistakes

1. No eye contact with audience when speaking

2. Moving feet or arms non-stop

3. Stiff body

4. Repeating information unknowingly

• Prepare and practice your script

5. No summary at the end



Oral Communication:

Small Talks



Small Talks in English-Speaking Culture

Some cultures need small talk, while some others don’t see it important. English-speaking cultures like small talks during lunch time or breaks.

Topics for small talks

• Weather & condition of travel are always safe

• Politics & sports are allowed

• Asking about family or marital status is considered inappropriate(unless the person mentioned about his/her family before)

Compare against your own culture!

to find out more about cultural differences.



Small Talks with Global Business Contacts

How to find out what people really mean by what they say?

The slow ways (but work):

• Observe interactions between people from the same culture, OR

• Ask people from that culture about it

How about this?

• Take initiative and express your confusion,then ask for what happened



Last Words on Oral Communication

Be aware of misunderstanding caused by non-verbal communication

• Review the 12 general tips for effective communication

Make it clear and meaningful for others

• Find out what is important to them

• Combine with written communication

• Organize your materials

Prepare and practice beforehand!



More Resources on the Internet

Language Instruction for Newcomers to Canada (LINC) Documents.

http://atwork.settlement.org/sys/atwork_library_detail.asp?doc_id=1003369#cim

• LINC 1-4 Classroom Activities

• LINC 5-7 Classroom Activities: Volumes 1 & 2

LINC 5-7 Classroom Activities (Vol. 1 and 2) e-Resources

http://www.moresettlement.org/linc5-7.web/index.html



References

1. John Allison, Rachel Appleby, and Edward de Chazal. The Business: Advanced

Student’s Book. Oxford: Macmillan Education, 2009. Page 50. Print.

2. Dan O’Connor. “4 Magic Phrases You Can Use to Respond to ANYTHING.”

Power Diversity, 2009. [online]

http://www.youtube.com/watch?v=g5RknemM8Hw

3. “Typeface” Wikipedia Encyclopedia. Wikipedia Foundation, Inc. 2011-02-15. [online] http://en.wikipedia.org/wiki/Typeface#Roman_typefaces

4. “Persuasive Business Writing” Empire State College, Writing Center. Saratoga

Springs, NY, USA. Access 2011-02-16. [online]

http://www.esc.edu/esconline/across_esc/WritingResources.nsf/frames/Persua

sive+Business+Writing?OpenDocument

5. “Using English on the telephone.” Teaching Business English to Speakers of

Other Languages. Page 102. English Training Centre. 2005.

effective communication in a global workplace

Documents

irelandeffective communication

international consultings

global workplacepage

effective communication1

global workplacefebruary

long sentenceswhat

complete sentences

great tips andto