Avoiding conflict due to cultural differences

Avoiding Conflict Do not assume that one culture’s way is right Find ways to build trust Respect cultural differences Understand that we are made a little blind by our culture Be honest and direct if indirect language would not be understood

Avoiding Conflict To be safe, expect difference Study the other culture In business, focus on your shared goals Practice your listening skills

2nd test for Written Business Communication Will be Saturday the 20th. Students must be on a list to take the test. To be on the list you must talk to me. Only students with an attendance score of 5 or higher may take the test. Only students with a test score between 0 and 39 may take the test.

Communicating outside your business Lecture 7

Communicating with Customers When? - Normal sales operations - When the customer is upset Why? - To make a sale - To satisfy the customer

Customers Be honest -if you are not honest… Always be polite -even with bad news

Customers Use careful language: Don’t say “You must…” Say “If you would like to….., you could…” Do not make customer expectations too high -you may not be able to satisfy them

Customers Always be as helpful as possible Never seem unhappy to help them As always, keep your credibility high “The customer is always right”?

Customers Show that you care about the customer -even tell them If the customer is mad: -show them you understand the problem -explain what you can do to help them -show them you understand their feelings

Communicating with the Government When? -When you need government support -When the government wishes Why? -To solve or avoid legal problems -To get government support

Government China: close relations often essential - respectful - formal and informal Most Places: following all laws essential -formal -large businesses must think about their image in government eyes

Government Lobbying (游说) -small scale -large scale To convince To aim for something good for all

Communicating with the Public/Media When? - When there is a crisis (危机) - Regularly Why? - To express company’s opinion - To build company image

Communicating with the Public/Media Be honest with facts Look for facts and opinions that help company Company should speak with one voice Public Image - Coca-cola and Pepsi’s profits…

Communicating with the Public/Media Make communications easy Always answer questions somehow Be seen as a responsible company Often handled by Public Relations Officers

Communicating with other company’s When? - When looking for buyers/sellers - When cooperating on other projects Why? - To earn profits for your company To expand into new markets To keep things going smoothly

Other Companies Be Polite -many friends cannot hurt If a competitor -never reveal company plans or other secrets Make it easy for other companies to contact you if there is a problem

Tell/Sell Presentations Review

Tell/Sell Presentations To convince, teach, or entertain The most common kind Usually allow questions at the end Remember what we have talked about

Parts Review Opening Body Closing AND- ( Questions and Answers)

Remember Make your Points Clear Make it Interesting Look at the Audience Use Visual Aids well

Also Remember To Speak Clearly If nervous, practice, breathe and stretch Practice with correct English Use transitions between parts The beginning of chapter 5 tells you how to make a presentation

Homework Read chapter 7