1. Review of ICBC 201 course

2. Cross-Cultural Communication Source: kwintessential.com

3. Written Communication

4. Internal Audiences President VP Production VP Marketing VP Sales Sales Manager North Sales Manager Bangkok YOU District Manager 1 Assistant Sales Manager 1 District Manager 2 Sales Manager South VP Finance VP Human Resources

5. Internal Documents Document Transmittal Reports Policy updates Memos E-mails Description Memo that explains what is being forwarded Summarizing information that is used for future planning Statement of instructions Multi purpose functions

6. External Audiences Your Company Customers Suppliers Retailers Outlets Agents Government agencies Regulators The MediaCompetitors The general public Stockholders Investors

7. External Documents Document Quotations Orders/Claims Annual Reports Customer information Description Letters stating price for services/products Letters dealing with customer orders/claims Report to stockholders containing summarized performance information Information about new products/services/policy changes

8. Questions for analysis 1.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?

9. Interviews A systematic approach

10. 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 interview Purpose: 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

11. Planning the interview Choosing the best interview structure 1. Highly structured interview -standardized list of pre-formulated questions. Common in market research. 2. Unstructured interview -consists of topical agenda without specific questions or only few key questions. 3. Moderately structured interview -combination of 1. & 2. Allows for a flexible approach.

12. Differences in structural approaches Highly 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

13. Open vs. Closed Questions When 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

14. Understanding and Using Social Media