1. Avoiding conflict due to cultural differences

2. 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

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

4. 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.

5. Communicating outside your business
Lecture 7

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

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

8. 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

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

10. 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

11. 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

12. 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

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

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

15. 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…

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

17. 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

18. 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

19. Tell/Sell Presentations
Review

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

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

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

23. 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

24. Homework
Read chapter 7