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Файл:Tolerance in intercultural communication. Knowledge and skills (Толерантность в межкультурном общении. Знания и навыки). Учебное пособие
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ROLE PLAY 4. The social-cultural game
Culture shock. Cultural adaptation (Культурный шок. Культурная
адаптация)
What would you say in the following situation visiting USA (or Great
Britain)?
1 You have forgotten the name of the person you are talking to. Find out
their name politely.
2 You are late for a meeting.
3 You are in an Important business negotiation. The other person asks you if
he/she can smoke.
4 The waiter in a restaurant has just given you the bill. You are sure it is too
high.
5 You are having dinner with a foreign colleague in their country. The food
is unfamiliar to you and you do not
know what to choose.
6 An important client invites you to the theatre. You cannot attend because
you have already accepted another invitation.
7 You have just spilled red wine on a client's dress.
8 Give directions from your office to the closest station or airport.
9 Recommend a restaurant to a client.
10 You arrive for an appointment with your bank manager. Introduce
yourself to the person at the
reception desk.
11 You are visiting a company and you want to use their telephone.
12 You are offered some food that you hate.
13 You are at a cocktail party and the host / hostess has just handed you a
glass of champagne. You do not drink alcohol.
14 You have been invited to your colleague's house for dinner. He/She
telephones you to ask if there is anything you don't eat.
15 A visitor wants to buy some local souvenirs.
16 A visitor wants advice on how to spend an evening in your town.
17 Talk about today's weather.
18 You are at an international conference. Complain about your hotel room.
19 You see an attractive person at an International conference. Start up a
conversation.
20 You meet a business contact at a railway station. Offer to carry some of
his luggage for him.
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Saying “no”
politely
It’s very
kind/nice of
you, but…
I’m very sorry,
but…
Apologising
I must
apologise…
I’m terribly sorry,
but…
Showing
sympathy
Quite
understand…
I know how you
feel…
Ending a
conversation
Sorry, I really
must be off…
Please excuse me,
I really have to
leave…
Raising a
problem
Could I have a
quick word with
you?
I need to talk to
you about
something.
ROLE PLAY 5 Verbal And non-verbal communication (Вербальное и
Scenario 1: The target of this role play is to face these differences and
find a way of common understanding and respect.
In this role play the key issue is the meaning and the use of politeness rules
among people of different cultures. It is a case in which the lack of
knowledge of others politeness rules can be a problem.
Thomas is British. He is 23 years old. He has just finished his job as a civil
engineer and got a job in a construction company. His company has sent
him to supervise a big construction in Jiangsu region in China. He has to
work very close to a lot of Chinese and therefore his employer arranges for
him to attend a Chinese language class. From the beginning of the lessons
he has problems socializing with his classmates and especially his teachers.
They act as if they are not comfortable by the way he is referring to them,
using their first names, as he would have done among other adult British
people. They keep referring to him with his last name and he feels that they
are trying to keep a distance. Mr Xie, one of Thomas' teachers is particularly
annoyed by this situation and decides to talk to Thomas and ask him to be
more polite. At the same time Thomas is very disappointed and sad because
he thinks that he cannot fit in.
a) Perform a dialogue: one should be Mr Xie and the other Thomas.
Useful language
невербальное общение)
112
b) Another possible dialogue can be among Thomas and one of his
Informal
Formal
Requesting information in English
Can you give me directions to the
city library, please?
Where is the cafeteria, please?
Do you have any information on
universities in Northern California?
Excuse me, may I ask you a
question?
Pardon me, may I interrupt you for a
moment to ask you a question?
Excuse me, would you mind closing
the window (e.g. in a bus)?
Favors
classmates. Thomas is worried and approaches one of his classmates in his
effort to understand why his teacher seems offended and asks for advice.
Scenario 2: Target of this role play is to investigate ways to minimize
this problem.
In this role play the key issue is terminology. The use of specific
professional language can be very hard for an immigrant that does not speak
the language fluently. Fatou is 19 years old and he is from Senegal. His
parents have moved to France 2 years ago and as soon as he finished his
basic education is Senegal he joined his family in Paris. It is very important
for his family to get a job. With the help of a friend he get to work as the
assistant of a plumper, a French
man called Gerard. His employer gives him a week's trial period in order to
decide whether he will hire him or not. Fatou really wants to make it and
works very hard. The problem is that his in not familiar with the jobs
technical terminology and he finds it very difficult to understand what his
boss tells him to do. He does not even recognize the names of the tools and
that makes Gerard angry. He complains to Fatou all the time. Fatou really
needs the job and he believes that there should be a way that they can work
with Gerard if only they find a way of communication. He decides to talk to
his boss before it is too late.
a) Perform a dialogue: one should be Fatou and the other Gerard.
b) Perform a dialogue: among Gerard and his friend who introduced Fatou
to him. Gerard tells to his friends that he is disappointed with Fatou's work
and his friend who has experience in working with immigrants suggests
ways to solve this communication problem.
Note the differences between the informal and formal language.
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Can I borrow your pen?
Wou d you lend me your library
card? l
Do you have an extra notebook that
I could use?
Do you mind if I return your book
next week?
May I please have a few extra days
to complete my term paper?
Would you mind giving me that
information?
Very Formal
Would you be kind enough to direct
me to the university library? May I
ask you a favor? Would you mind
contacting my parents when you're
in my country?
Would you consider allowing me
two weeks of vacation instead of
one?
Would it be a all possible to borrow
your car?
Ending conversations and leaving someone
OK. Good talking to you. Yeah. I
hope to see you around. Take
care. See you later.
It was very nice talking to you. I
hope we'll meet again soon. I do
too. That would be nice. Goodbye.
Expressions of farewell
Have a nice day.
Enjoy your weekend.
See ya around.
So long.
Bye-bye.
Bye.
Good-bye
It was nice meeting you.
Have a nice evening (day, week,
etc.).
Supplementary Vocabulary and phrases:
Verbal communication: to communicate, to apologize, to request, to boast,
to demand, to brag, to criticize, to protest, to agree, to refuse, to give an
opinion, to suggest an idea, to excuse oneself, to congratulate.
Nonverbal communication: to move, to whistle, to retreat, to make contact,
to mumble, to withdraw, to back away, to recline, attraction, to yawn, to
advance, posture, to sigh.
114
CASE STUDY. Dealing with conflict situations (Стратегии поведения в
Asking for
opinions
Does anybody
have any strong
feelings about
Agreeing
I think I’d agree
with you there...
Disagreeing
Well hold on…
Adding a
condition
I agree providing
we can…
We can do that
if...
Giving opinions
Well,
unfortunately, I
think we’ll
probably have
to…
конфликтных ситуациях)
The high cost of doing good.
The board of directors of the Winds of Change international hurricane relief
agency are listening to a proposal for a new advertising campaign. The
proposal is to use direct mail, telemarketing, spot ads and television
infomercials that will focus only on the most appealing aspects of the WOC
organization’s work - rescuing pets and children affected by a tsunami even though much of the aid is for prevention and reconstruction following
seasonal storms. The advertising campaign is estimated to bring a huge
increase in donations: at least 100%, doubling the organization’s 2 million
dollar yearly budget to 4 million dollars. The costs of the increased
advertising, mailing and promotional staff costs are high, however - rising
1000%, from only $200 to $2 million (it also takes a larger percentage of
each dollar contributed - from 10 cents to 50 cents on the dollar). Still, the
net gain is considerable, an additional $200,000 for relief work (ie, from
$1.8 to 2 million) which is a 20% increase in the WOC net and significant
additional funds for those in need.
ROLE PLAY 6. You are a member of the board of directors as it heatedly
discusses the proposal. You are part of one of the follow cliques within the
board:
-A third of the members of the board who think that this expenditure is
justified.
-A third of the members of the board who think that this approach is
wrong.
-A third of the members of the board who are undecided, and will be
swayed by the arguments of one or other of the two sides.
What issues does each clique raise to the board, what questions does the
undecided group ask, and how do the other members respond? Is a
compromise possible?
Useful language
115
Open
questions
Why do you
need a loan?
What other
sources of
finance do you
have?
Closed
questions
Do you have
any other
backers?
Can you transfer
the money by
next week?
Making
suggestions
What about if
we.?
Softening
phrases
I’m sorry, we
can’t go that
high.
We were hoping
to pay a little
less.
Emphasising
I keep going on
about this, but
Summarising
So, we’ve agreed
that…
ROLE PLAY 7. Successful negotiations (Как правильно вести
межкультурные переговоры)
Role play the following situation: An Italian shoe manufacturer has
produced a new range of women‘s leather boots. A German retailer is
considering placing an order for 250 pairs of each design. The Sales
Manager and Chief Buyer negotiate the contract.
Chief buyer (retailer)
You want the shoe manufacturer to agree to the following:
Delivery time: One week after receiving order
Place of delivery: to individual retail outlets (20 around the country)
Price: Knee-length boots €280, Ankle boots €160
Colours: Black, brown, green and red
Payment: 60 days after delivery
Discount: 6% for orders over 200
Returns: All unsold boots returnable up to one year after order
Sales manager (Shoe manufacturer)
You want the retailer to agree to the following:
Delivery time: Four weeks after receiving order
Place of delivery: to the retailers’ main warehouses in Frankfurt and Munich
Price: Knee-length boots €320, Ankle boots €200
Colours: Black and brown
Payment: 30 days after delivery
Discount: 3% for orders over 100 pairs
Returns: Black boots only (easy to resell)
116
Signalling
I'd like to make a
suggestion. I think we
should leave this point
and come back to it
later.
I want to ask a
question.
How are we going to
pay for this?
Could I make a
proposal, why don’t
we..?
Checking
understanding Sorry,
could you repeat that?
Are you saying you
don't have that quantity
in stock? So what
you’re saving is you
will..
Summarising
Can we just summarise
the points we've agreed
so far?
OK, so we're agreed.
You'll pay for delivery
and get
everything to us by the
end of June.
Let’s see what we’ve
got so far.
Let’s recap before we
go on to…
ROLE PLAY 8. Managing multinational teams (Как управлять
многонациональными командами
Work in pairs. Role play the following situation:
A team of six multinational staff is managing a number of apartment blocks
in Nice, France. However, one of the team is unhappy. The employee is
difficult to work with and uncooperative.
Team leader: You meet a member of your team who is uncooperative and
unhappy. Find out what the problems are. Try to offer solutions so that the
employee performs better as a member of your team.
Team member: You meet your team leader to discuss your performance at
work. You are unhappy for the following reasons: You feel you are
working harder than everyone else. You are always the last to leave work.
Your hard work is not recognized and appreciated by the team. You
recently married and are missing your partner and young child. You do
most of the boring paperwork for letting the apartments while your
colleages are given more face-to-face contact with clients. You are not
happy with how the workload is being distributed. You think the team
leader is too young and inexperienced, and is not managing the team well.
This is the main reason why you are unhappy.
Useful language
117
Expressing your feelings
My main concern is…
Making suggestions
One thing you could do is…
Expressing satisfaction
Yes, that would be very helpful…
Expressing dissatisfaction
I don’t think that would do much
good.
Showing sympathy
I know how you feel.
Identifying the real problem
What’s really bothering you?
Resolving the conflict
How do you think we should deal
with this?
Reviewing the situation
Let’s meet next week and see how
things are going.
Important notes for teams
This is a simple way to involve all team members in planning the team’s
work and sharing out the workload. This exercise works as part of a
wider team planning process. Once you’ve agreed the main aims of the
team you can go on to form more detailed objectives.
Resources needed: post-it notes in two different colours, flip chart paper.
Method:
1. Write each team objective on a separate post-it note (all of the same
colour). When you’ve finished, attach all the post-its on a piece of flip-chart
paper.
2. Now place each objective in order of importance (high, medium, low).
How many do you have? What are your priorities?
3. Starting with your top priority take one post-it (objective). Stick it on a
new piece of flip-chart paper.
4. Now discuss and agree what tasks need to be done to achieve that
objective. Write each task on a separate post-it note (in a second colour).
5. Go on to do this with all your objectives until you end up with a piece of
flip-chart for each one. Each flip-chart should have the objective in one
colour and a number of tasks in another colour.
6. Review the whole. Is it manageable within the resources you have
(people, time, finances)? What’s essential? Is there anything you can drop?
7. Once you’ve come up with a final list, decide how you will share the
work. Will one person take responsibility for a particular objective? Or will
the tasks for that objective be shared? Who will carry out each task? Who
will coordinate?
8. As objectives and tasks are allocated hand the relevant post-it note to its
‘owner’.
Useful language
118
9. The pile in front of each person represents their contribution to achieving
the team’s objectives. Discuss:
How evenly distributed is workload? Who needs to work with who? What
support do people need to carry out their tasks? What resources are needed?
Are there any learning or training needs?
Outcomes
You should go away with a well-thought through plan to which everyone
has contributed. Individuals will be able to see how important their own
work is in enabling the team to achieve its overall goals.
PART V
Job advertisements (Рекламные объявления о рабочих вакансиях)
I Director, project management office (Blue Cross BlueShield of
Tennessee - Chattanooga, TN, US)
Education: Bachelor or Master’s Degree in Computer Science, Business
Administration or equivalent work experience required
Experience:
Minimum 10 years of project management experience with at least 5 years in a
senior project manager/program manager capacity required, Minimum 3 years in
a leadership capacity required.
Demonstrated skills in relationship building, negotiation, conflict resolution,
and project management of IS projects having a medium to high degree of
complexity required.
Experience managing project/program portfolios and implementing project
management methodologies and tools.
Exceptional oral and written communication and presentation skills. This
individual must be comfortable with professionally challenging key stakeholders
at all levels of the organization. Exceptional execution of project
communications plans is a must.
Experience managing project/program managers in a PMO environment
Proven people, communication and organization skills.
The Project Management Office (PMO) Director is responsible for planning,
directing and ensuring the successful management of designated business
solutions utilizing the complete resources of the PMO and assigned project
management teams. The PMO Director sets direction, provides leadership and
coordinates the activities of the Project Management Office. The Director
provides technical assistance in identifying, evaluating and developing project
and program management methods and procedures that are efficient, effective
119
and meet good business practice; to help ensure projects are delivered on time,
within budget, adhere to high quality standards and meet customer expectations.
The PMO Director maintains excellent communications with upper management
to ensure smooth running of all projects undertaken by the PMO.
Job Duties & Responsibilities
Defines and develops enterprise-wide IS project management practices,
governance standards, processes, and metrics.
Helps develops and/or enforce formal criteria for evaluating, prioritizing,
selecting and approving projects.
Ensures projects are defined, tracked, managed and communicated in a
consistent and effective manner.
Responsible for the selection, training, professional development and evaluation
of the PMO management team.
II Petroleum engineer (PT)
Job description: Location UAE, Region Abu Dhabi, Date Posted 23 Jan 2015,
Location: Abu Dhabi, Duration: 2 year fixed term / residential. Brunel Energy has
a superb opportunity for Petroleum Engineer (PT) who is seeking a long-term
career move to the Middle East. Working in the Subsurface division of this major
operating company, you will provide your expertise relating to Petroleum
Engineering (logging), undertaken by the Petroeum Engineering team. Your
duties will include, but will not be limited to:
- Prepare overall schedule program for testing wells, bottom hole surveys, wire
line operations, well stimulation and related Petroleum Engineering operations
- Monitor the performance and progress in implementation and recommend
corrective measures to resolve operational difficulties
- Conduct short-term studies to improve the efficiency of production/injection
operations.
Job requirements: You will hold a Bachelor degree or equivalent in Petroleum
Engineering, Chemical Engineering discipline or equivalent, and have significant
experience in the Oil & Gas industry as a Petroleum Engineer for major service
companies; detailed knowledge of Oil & Gas standards relevant to Petroeum
Engineering as well as standardisation management; strong research background,
ideally with international publications; good knowledge of English, with strong
oral, written and interpersonal communications.
The client offers an excellent package including family status,
accommodation allowance, medical insurance and annual leave
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