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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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that what they are talking about is uninteresting to the listener. Interest can
be conveyed to the speaker by using both verbal and non-verbal messages.
Non-verbal signs of active (attentive) listening are:
Maintaining eye contact, nodding your head and smiling, agreeing by
saying ‘Yes’ or simply ‘Mmm’ to encourage them to continue. By
providing this 'feedback' the person speaking will usually feel more at ease
and therefore communicate more easily, openly and honestly.
Posture (The attentive listener tends to lean slightly forward or sideways
whilst sitting; slight slant of the head or resting the head on one hand).
Automatic reflection/mirroring of any facial expressions can help to
show sympathy and empathy in more emotional situations.
Distraction: The active listener will not be distracted and therefore will
refrain from fidgeting, looking at a clock or watch, doodling, playing with
their hair or picking their fingernails.
Verbal signs of active listening are:
Adapt your language so that you don’t appear aggressive. Pay attention
to language style starting the message with “I” instead of “You”. Four styles
of communication: criticism, contempt, defensiveness, and stonewalling
are considered to be negative.
Signalling (drawing attention to what you’re about to say. Signal what
you are going to do. For example, say, “I’d just like to clarify that”.
Positive words of encouragement. Sometimes frequent use of words and
phrases, such as: ‘very good’, ‘yes’ or ‘indeed’ can become irritating to the
speaker. It is usually better to elaborate and explain why you are agreeing
with a certain point.
Remembering key points, or even the name of the speaker, details, ideas
and concepts from previous conversations proves that attention was kept
and is likely to encourage the speaker to continue. It may be appropriate to
make very brief notes to act as a memory jog when questioning or
clarifying later.
Clarification usually involves the use of open questions (how, what,
why, where, who and when). They are useful for getting facts, opinion and
feelings from the other party. They provide a means of opening up an issue
for more detailed and closer analysis.
Closed questions (starting with “could, should, would, can, will, isn’t, is and
requiring “yes, no”) are necessary for getting agreement. Both kinds of
questions can be useful for asking more information about a course of
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action. Getting the right mix between open and closed questions in all types
of negotiations is important.
Paraphrasing what the speaker is saying. If unclear, ask for clarification.
Continue until the speaker indicates the message was received correctly.
Paraphrased material is usually shorter than the original passage, your own
rendition of essential information and ideas expressed by someone else,
presented in a new form.
Checking understanding by summarising the main points.
Summarizing involves putting the main ideas into your own words,
including only the main points of the received message and reiterating them
in a logical and clear way, giving the speaker chance
G. You need to develop such personal skills as:
Self-awareness of your emotions as they occur and as they evolve. Anger is
a negative emotion, for example. However, anger can be a completely
reasonable and appropriate emotion in certain circumstances.
Self-management means how you can manage emotions appropriately and
proportionately.
Self-control means NOT making rash decisions or over-reacting to a
situation but remaining calm and rational, making balanced decisions based
on what is really important and not just how we feel in the spur of the
moment.
H. You should also develop such interpersonal skills as:
Social Awareness: is the skill-set used to understand the emotions and
feelings of other people both individually and in group situations. It allows
us to see things from other’s point of view.
Empathy is the ability to see the world as another person, to share and
understand another person’s feelings, needs, concerns and emotional state.
Learn to listen effectively to both the verbal and non-verbal messages of
others. Use questions to find out more about other people and what they are
feeling, use feedback to clarify that what you have understood is a true
reflection of their feelings. Acknowledge and respect the feelings of others
even if you disagree, avoid making comments or statements that are
judgmental, belittling, rejecting or undermining.
Being empathetic requires two basic components - effective
communication and a strong imagination; shared experiences can also help
you to empathize.
To resolve conflict effectively, your team should have a set of established
ground rules to keep everyone safe.
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COMPREHENSION QUESTIONS
Say whether it is true or false:
1. Non-verbal signs of listening may not be appropriate in all situations and
across all cultures.
2. Smiles can be powerful in affirming that messages are being listened to
and understood.
3. It is usually encouraging for the listener not to look at the speaker.
4. Non-verbal messages help to encourage the speaker.
5. Closed questions enable the person to deal with conflicts.
6. Conflict can be good or bad depending on how we learn to deal with it.
7. Collaborating skills are ability to listen, understand, and empathize;
arguing or debating.
8. Compromising skills are negotiating, standing your ground and assessing
value.
GRAMMAR
Language: contrast and addition
We use link words, especially in formal writing, to signal the kind of
connection there is between one statement and another.
We can use while, although and whereas to make a contrast.
Despite and In spite of are like although, but they are followed by a noun,
gerund or noun phrase.
We use however to link together two sentences which are in contrast to
each other.
We use furthermore, moreover and in addition to show extra information.
Activity 2: Underline the correct words:
1. The crisis was badly managed. However/while, we learned a lot from it.
2. Although/Despite we set off in good time, we still arrived late.
3. Although/In spite of the delay, he still arrived at the start of the meeting.
4. The Japanese office has crisis management meetings, whereas/in
addition the Hong Kong office has none.
5. We are likely to meet our financial targets this year. Moreover/However,
the new product lines are performing much better than we anticipated.
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CONVERSATIONAL ACTIVITIES
Skills: Asking and answering difficult questions
Activity 5: The Chief Executive of a pharmaceutical company is
answering questions at a press conference. The company is accused of
offering bribes to doctors and medical staff in order to increase sales.
Decide whether the questions are: a) neutral b) polite c) forceful d)
aggressive.
1. Could you answer my question? - I’m afraid I’m not in a position to
comment on that.
2. Would you mind answering my question? What is your policy about
gifts to customers? -That’s a very good question. Let me explain.
3. Could you please tell me how many sales staff you employ? - I’m sorry,
I can’t possibly comment on that.
4. Could you tell me how many sales staff you employ? - I’m afraid I don’t
know the answer to that one.
5. Do you deny that bribery is a common sales strategy of your company? -
Sorry, I don’t have any information on that at the moment.
6. Could I ask why you’re replacing your Sales Director?-No comment.
7. Do you mind if I ask how many letters of complaint you have had from
doctors? - I’ll be happy to answer that.
8. I’m interested in knowing whether you consider yourself an ethical
company. - I’ve no idea off the top of my head.
9. Isn’t it true that you don’t care how your staff behave as long as they
meet their sales targets? - I’m pleased you raised that point.
10. May I ask why you didn’t investigate the allegations more quickly? - I’m
glad you asked me that.
11. Surely you’re not saying that no payments were made? - Sorry, I’m not
prepared to answer that at the moment.
12. Could you clarify what gifts can be offered to customers? - Can I get
back to you on that one?
Role play the dialogue.
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Skills: Resolving conflicts
encourage deal compensate communicate
ensure concede listen take
Activity 6: Read the suggestions below about ways of dealing with
conflict. Put each of them under one of the following headings: either
Do or Don't.
1. Delay taking action, if possible.
2. Get angry from time to time with difficult members.
3. Try to see the problem from the point of view of the team.
4. Be truthful about how you see the situation.
5. Encourage open and frank discussion.
6. Try to ignore tensions within the team.
7. Bring potential conflict and disagreement into the open.
8. Give special attention to team members who are creating problems.
9. Persist with ‘impossible people’ - you may win them over.
10. Try to find ‘win-win’ solutions.
Activity 7: Read the guidelines for dealing with a crisis. Complete it
with words from the box:
1. …….that monitoring systems are efficient
2. …….customers to complain
3. …….with complaints
4. …….failures seriously
5. …….to customer views
6. …….responsibility where necessary and appropriate
7. …….quickly and effectively
8. …….customers fairly
Skills: Learning about self and others: preferred style in interpersonal
conflicts, conflict styles of others
DESCRIBING CONFLICT SITUATIONS
Activity 8: Describe two recent conflict situations:
1. One in which you were satisfied with the outcome.
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2. One in which you were less than satisfied.
Would you approach the same situations differently now?
Insights?
PROBLEM SOLVING
Activity 9: Problem solving: What conflict management style would you
choose?
a) Junior faculty
You are a junior faculty member, three years out of fellowship who does
90% clinical work.
• You love seeing patients. But you want to broaden your professional
opportunities by developing an educational innovation.
• Your boss has said she wants you to assume more administrative
responsibilities to improve clinical efficiency.
• You are anxious, and are preparing to ask your boss for some project
time.
b) Division chief
You are the division chief at a community hospital affiliated with an
academic medical center. You know that morale is low; you have just had 2
promising faculty members leave.
• You are getting a lot of pressure for productivity. At this point, you want to
avoid meeting with anyone until you can develop a strategy.
c) Coffee lover
• You are the unit supervisor and a coffee lover. Your staff is concerned that
the location of the office coffeemaker reduces productivity.
• The coffeemaker is just outside your office door and several yards from the
staff work area.
• The staff feels the time it takes to visit the coffeemaker slows work flow.
They have a proposal to move the coffeemaker to a more central location,
but need your approval to submit a work order.
Styles of behaviour:
1. Competing - “My way or the highway”
ng quick action
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2. Collaborating-“Two heads are better than one”
3. Compromising-“Let’s make a deal”
4. Avoiding-“I’ll think about it tomorrow”
5. Accommodating-“It would be my pleasure”
ng goodwill
HOME WORK: WRITING
a) Write an essay how you resolve the conflict.
b) Retell the text “Overcoming conflicts”
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UNIT 7
SUCCESSFUL INTERCULTURAL NEGOTIATIONS
(Как правильно вести межкультурные переговоры)
“Let us never negotiate out of fear. But let us never fear to negotiate.”; “We
cannot negotiate with people who say what's mine is mine and what's yours
is negotiable." - John F. Kennedy (35th President of the United States)
Learning objectives
Knowledge: terms: negotiation strategy, win-win outcome, concept of
“interests” in a negotiation.
Skills: students should be able to:
1. Describe the common stages in the process of negotiation.
2. Describe the different types of negotiation.
3. Outline key points for successful negotiation.
4. Explain the difference between interests and positions in the negotiation
process.
5. Define what interpersonal skills are considered to be good for effective
communication during negotiations?
6. Know the language a negotiator should use to have an effective outcome
7. Be aware of the common pitfalls a negotiator should avoid
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WARM-UP
1. In what situations do you negotiate? Who do you negotiate with? Think
about both your work and your private life.
2. Do you agree with these reasons to negotiate?
a. You negotiate when it’s clear you don’t have the ability to get your own
way.
b. You negotiate when you aspire to a long-term relationship.
c. You negotiate when you could be wrong.
d. You negotiate for short-term goal, but the negotiation result may have
long-term consequences.
Vocabulary list for the text “How to negotiate properly”
Paragraph A Paragraph B Paragraph C
desirable outcome mutual respect competency- based
course of action assertiveness persuading
to admit competitor
rapport hesitant language
to acknowledge subconsciously
Paragraph D Paragraph E Paragraph F
win-lose approach to clarify to develop
to aim persuasion transferability
to gain encouraging
Phrases and expressions to compromise
To settle a matter [A] to summarize
To discover a common alternative outcomes
ground [A] poor planning
To reach an agreement [A] bottom line
To stand up for [B] walkaway point
To accept responsibility [B] agenda
To delegate to [B] bargaining table
To rid of [B] imposing
To find out [C] assuming
To argue smb’s case [C]
To compliment subtly [C] Issues under dispute [D] To keep calm [E]
To get own way [D] To come to an agreement [E]
To drive a hard bargain [D] To concede ground [E]
Find the English equivalents for the Russian words and phrases using
the vocabulary list:
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Принимать на себя ответственность; достигнуть соглашения; находить
общий язык; решать вопрос; урегулировать дело; желаемый результат;
взаимное уважение; напористость; порядок действий; передавать
полномочия; отстаивать; убеждение; признавать; согласие (гармония);
избавляться; в соответствии с уровнем подготовки; узнавать;
конкурент; добиваться своего; торговаться; выиграть (извлекать
выгоду), приводить свои доводы; запинающаяся речь; пойти на
компромисс; изящно хвалить; подсознательно; стратегия “выигрыш — проигрыш”; убеждение; ставить своей целью; спорные вопросы;
прояснять; сохранять спокойствие; ободряющий; уступать в пользу
другого; стол переговоров; прийти к соглашению; подводить итог;
результаты альтернативных решений;
несовершенное планирование; суть дела; точка выхода из сделки;
программа действий; навязывание; предположение; выработать;
заменяемость.
Activity 1: Read and translate the text:
How to negotiate properly
A. Stages Of negotiation: Negotiation means bargaining (give and
take) process between two or more parties (each with its own aims, needs,
and viewpoints) seeking to discover
a common ground and reach an agreement to settle a matter
of mutual concern or resolve a conflict. In order to achieve a desirable
outcome, it may be useful to follow a structured approach to negotiation.
The process of negotiation includes the following stages:
1. Preparation;
2. Discussion;
3. Clarification of goals;
4. Negotiate towards a Win-Win outcome;
5. Agreement;
6. Implementation of a course of action.
B. Good Interpersonal Skills are essential for effective negotiations, both in
formal situations and in less formal or one-to-one negotiations. These skills
include:
Effective verbal communication.
Reducing misunderstandings is a key part of effective communication
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