Cross Cultural tips

• Small talk is expected at the beginning and end of calls in certain countries.

• Repeat important information to guarantee understanding.

• Be patient if there is silence. People need time to remember words.

• Clarify if you are not sure.

• Cultures have different rules for the use of first names and surnames. Last names are safer.

• Some people mistake friendliness for unprofessionalism.

• Idiomatic language is more difficult to understand. Keep it simple.

• Silence means different things: agreement to some; indifference, non-understanding to others.

• Punctuality can be very important. Respect expectations.

• Directness can be seen as rude.

• Humour is often very personal and culturally specific. Use with caution.

Activity 3. Culture File Feelings

1. Look at the photographs. Talk about them like this: He looks angry. They look happy.

2. Check () the appropriate column below, then discuss with a partner.

At the office, the average company employee in my country (1) often; (2) sometimes; (3) occasionally; (4) never …

		1	2	3	4
a	shouts when angry
b	shows anger with gestures
c	uses bad language when angry
d	shouts and laughs loudly when happy
e	openly expresses worries in front of business associates
f	jokes around when relaxed
g	openly shows lack of interest during a meeting
h	discusses a personal problem with a business associate

Handling Calls

Exercise 1. Work in groups and discuss the questions.

1. What percentage of your time at work do you spend on the phone?

2. How many of the calls you make and receive are essential?

3. Can you not answer the phone? When you answer, is it:

   • out of curiosity – it might be some good news for a change?

   • with a sigh of relief – it must be less boring than whatever you're doing?

   • because you're so indispensable, no one else is capable of dealing with

   • force of habit – the phone rings, you pick it up?

   • because if you don't, no one else will?

   • for fear of what might happen to you if you don't?

Exercise 2. Read the statistics below. What points are they making about phone calls at work?

When the Northwestern Mutual Life Assurance Company decided to block all incoming calls for just one hour a week, productivity rose by an amazing 23%.

Time-management consul-tancy Priority Management found that 55% of all calls received by executives are less important than the work they interrupt. 21 % are a complete waste of time.

Research shows that managers underestimate the time they spend on the telephone by up to 50%. Perhaps that's how over two trillion dollars get spent annually on phone calls!

Exercise 3. Use the pairs of words in the box to complete the sentences.

disturbed + hold expecting + pick up real + unplug possible + answer busy + ring important + switch on

1. If I'm _______, I just let the phone _______.

2. If I don't want to be _______ I tell my secretary to _______ all my calls.

3. If _______, I try to _______the phone before the fourth ring.

4. If I'm _______ a call from the boss, I _______ the phone immediately.

5. If I'm in the middle of something _______, I _______ the answerphone.

6. If I'm having a _______crisis, I _______the damn thing!

Exercise 4 How many of the statements in 3 are true for you? Compare with a partner.