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《商务交际英语1》形成性考核册及参考答案

PART II

Chapter 1 Communication in your life

Overview

Accurate, effective communication is critical to each person yet is difficult to achieve. In this chapter, you have learnt the importance of communication, its process and the barriers to it.

This activity aims to help you have a better understanding of the importance and roles of communication in your personal life.

Activity 1: (5 marks)

Please explain the following terms in your own words:

a. Communication channel

Communication channel is the mode a sender selects to send a message.

b. Communicating media

Communicating media are tow means by which to send messages and two means by which we receive them. To send messages, we speak and write; To receive messages, we read or listen.

c. Audience analysis

Audience analysis is the process used to examine your receiver or audience.

d. Communication barriers

Communication barriers are obstacles to the communication process, which is divided into external and internal communication barriers.

e. Electronic mail

Electronic mail is a system by which written messages are sent, received, and stored by means of a computer.

Activity 2: (5 marks)

Please answer the following questions:

a. What are the purposes of communication?

We all use communication for five basic purposes:

(1) to establish and build goodwill

(2) to persuade

(3) to obtain or share information

(4) to establish personal effectiveness

(5) to build self-esteem

b. What are the receivers’ responsibilities in communicating process?

The receiver’s responsibilities are to read and listen effectively. Focusing and ensuring understanding are the keys to effective reading. Listening can be a little more self-threatening. Good listeners check for understanding, when in listening situations, good listeners paraphrase the message.

Chapter 2 Communicating in a diverse workplace

Overview

In the twenty-first century, the workplace is a place of diversity. In addition to ethnic, religious, and socioeconomic difference, the workplace will become increasingly multicultural. The increase of global business pursuits makes it more likely that we will come in contact with people from other cultures or other countries. Students need to learn how to deal sensitively with people from other cultures, both in terms of the language barrier that may exist and in terms of the different values, customs, traditions, decision-making processes, and priorities that people from other cultures may have.

This activity aims to help you summarize different cultures you learnt from the coursebook and train your ability to obtain information from other resources.

Activity: (6 marks)

a. Study the sample form (2 marks)

Greeting customs around the world

country

greeting customs

Argentina

Shake hands briefly and nod to all present. Close friends shake hands or embrace

Brazil

A long, warm handshake is common, upon both arrival and departure.

Canada

Shake hands firmly. People may just smile and nod in informal business situations, or if they have greeted someone with a handshake earlier in the day

France

Shake hands lightly and quickly. Be sure to greet each person present.

India

Only the most Westernized of businesspeople shake hands. Instead, expect to use the namaste ( pronounced nah-mas-tay). Fold palms together below your chin and nod or bow slightly.

Japan

Some Japanese may extend their hand for a light handshake. If not, watch how the person bows and return the bow to the same depth. This indicates that you consider yourself of equal status. As you bow, lower your eyes and keep your palms flat on your thighs.

Saudi Arabia

Most Saudi businessmen shake hands in Western fashion. Only some Saudi men will shake hands with Western women.

a. Fill in the following two forms according to the above sample. ( 4 marks)

Body Language (2 marks)

Country

body language customs

America

Ok sign represents all right, in other countries means obscene or lewd comment.

Islam

Islamic people consider the feet unclean, don’t cross your feet at the ankle.

China

Nodding means yes, shaking your head means no, Greek may tilt the head to either side to signal yes, to signal no, they may slightly nod the head upward.

British

British think V sign means victory, but for Greeks, they think it is impolite.

France

Spreading your thumb means “ask question”, in Singapore, it means “the most important thing”.

Thailand

If you want to signal a person to come near, you should move the fingers back and forth with palm down. But in the United States, you ask someone to come by holding the palm up and moving the fingers towards our body.

Turkey

Putting one's hand in one's pockets is a sign of disrespect, In some Asian countries, you must not touch the head of another person. And in China, people don't kiss or hug each other, except his\her lover.

Muslims

In Chinese, people hand everything with both hands to show their respect, but for Muslims, they think the left hand is unclean and do not eat or pass something with it.

Personal Space (2 marks)

America

Americans appreciate personal space of 18 inches to three feet

Western Europeans

The same zone as most Americans—18 inches to three feet.

Middle Eastern

Mediterraneans and Hispanic cultures are comfortable with a personal distance of less than 18 inches.

China

Chinese are used to very limited personal space and are generally comfortable with physical closeness.

Other countries

Prefer more than three feet of personal space.

India

Resident of India may have a smaller personal space than someone who is home on the Mongoliansteppe, both in regard to home and individual.

Japan

They don’t like touching each other.

Korea

They like standing with a big distance.

Activity 2: (4 marks)

Answer the following questions:

a. What makes the world as a global workforce?

Leading the Global Workforce provides a handy guide for international organizations that must achieve results in managing and sustaining a global workforce. The fourteen illustrative cases outlined address the major concerns and recruiting and developing global leaders, global organizational learning, cross-cultural communication, outsourcing line functions, and managing global careers and transitions from sixty of the worlds best-practice global organizations. Each case shows how the organization advanced a global business strategy with a new initiative in the areas of global leadership development, cultural change, career transition, succession planning, change management, outsourcing, and global performance. In addition, Leading the Global Workforce also describes the overall strategy, planning, and implementation of the initiative; feedback from participants; and overall evaluation of results. Many of the cases contain competency models, practical tools, instruments, and materials that were most effective.

b. How could you communicate effectively across cultures?

Cross-cultural communication occurs when two individuals from different cultures communicate, whether verbally, nonverbally, or in writing. Because they don’t belong to the same culture, they don’t share the same assumptions, values, beliefs, feelings, or ways of thinking and behaving. These differences make the communication process challenging. Effective cross-cultural communication begins with having an open attitude about communicating and about the people with whom you are communicating. Learn to find a common ground on which to communicate. You should learn about and accept cultural differences. And be sensitive toward people from other cultures, be prepared for language barriers—and get past them. Keep messages simple and short.

Chapter 3 Writing with style

Overview

Planning and organizing messages involves identifying objectives and main ideas and supplying supporting details. Depending on the message and objective of a business communication, information should be presented in direct order, indirect order, or direct-indirect order. To promote goodwill, as all business communications should do, students should use courteous words. In addition, using precise and up-to-date language helps the message be reader-friendly and effective.

This activity aims to provide skills to write successful messages from sentence building to paragraph writing.

Activity 1: (2 marks)

Read the following paragraphs:

Variety

Complete messages contain a variety of sentence types. You will hold your readers’ attention if you vary the length and structure of your sentences as well as the structure of your paragraphs.

It is best to keep sentences at 20 words or less. At the same time, it adds interest to have some noticeably short sentences--- perhaps 10 words or even fewer. Using sentences of different lengths keeps your writing from feeling choppy or monotonous. As you vary sentence length, your sentence structure naturally varies as well. Alternate simple sentences with compound and complex sentences.

Varying paragraph length also keeps your writing from being choppy. We have already said that the opening and closing paragraphs of a message should be relatively short. When writing your middle paragraphs, plan them so that they average about six to eight lines long. Mix in a short, two-or three line paragraph sometimes to add interest. A short paragraph also is a way to emphasize an important point.

Activity 2: (8 marks)

Evaluate the passage and write down your evaluation (in 100 words). Judge if it meets the requirements:

l A clear objective

l A main idea

l The supporting details

l Receiver-oriented or writer-oriented

l Courteous words

l Precise language

When we write something, we should follow the guidelines given as the example. In the messages, we should have the different kinds of sentences. In order to attract receiver’s attention, we should change the length and structure of the sentences. This is the main idea and objective of the short passage.

We could change the sentences from long to short, 20 words or less, which keep readers from feeling boring. Maybe we should use different sentences with compound and complex sentences.

The length of paragraphs also vary at the same time, this can add the interests of readers to read the passages.

Chapter 4 Writing memos and E-mails

Overview

In this chapter, you learned how to use, format, and write effective memos and e-mail messages. This chapter further discusses memos as internal communication and differentiates between the traditional and the simplified memo format, stating specific guidelines. Various kinds of business meetings, guidelines for writing agendas and minutes are introduced in this chapter as well.

This activity will check your ability of writing a memo. Although memos are less formal than letters, they require the same careful attention. You should know that colleagues and supervisors judge employees by the quality of their communication, including memos and e-mails.

Activity 1: (4 marks)

Relate your e-mail sending / receiving stories in your experience—such as the phenomenon of writing in real time, hearing from a friend who lives at a great distance, renewing friendships, and so forth:

Dear Isabella,

How are you? I received your letter by special delivery yesterday afternoon. Many thanks for the enclosed nine drawings and beautiful photos and, above all, for the invitation itself. Your invitation reminds me of the promise we made last year. I can still remember the day you and your folks moved to Taipei. That day you and I made a promise to meet again one year later, and wewalked the street most of the time in silence. Then we said good-bye to each other and parted at the street corner at last. That is really a haunting memory, isn’t it?

Now one year is gone. You have invited me to go on holiday for a week starting tomorrow and I remember our promise. But I hope you can forgive me for what I am going to tell you: I am dying to see you, but I can't I am sorry, please. I have to break my word because my elder sister is going abroad to seek advanced study. She will leave for Germany soon and my parents want me to give a hand to them and do some things for my sister prior to her departure. I hope you can understand this. I hope you will not blame me for real, will you? Perhaps everything will be all right next time.

Yours

Lily

Activity: (6 marks)

Write a memo in the traditional format based on the given facts ( 6 marks ):

Your class just had a discussion on the experience in sending and receiving e-mails, some did get abusing e-mails, some wrote down in efficient e-mails, some didn’t realized that e-mail has it is format and so on. Try to write a memo in the traditional format in 50 words:

To: Andy Andler

From: Heady the Head Honcho

Date: June 1, 2008

Subject: New Monthly Reporting System

We’d like to quickly go over some of the changes in the new monthly sales reporting system that we discussed at Monday’s special meeting. First of all, we'd once again like to stress that this new system will save you a lot of time when reporting future sales. We understand that you have concerns about the amount of time that will be initially required for inputting your client data. Despite this initial effort, we are confident that you will all soon enjoy the benefits of this new system.

As you can see, once you have entered the appropriate client information, processing orders will require NO paperwork on your part. Thank you all for your help in putting this new system into place. Best regards.

Management