- •Е.В. Дводненко
- •Table of Contents
- •Введение
- •Section I. English for telephoning Useful vocabulary for successful telephoning in English
- •Text I. Business Telephoning Etiquette
- •The Business Etiquette of Transferring a Call
- •Appropriate greetings and endings
- •Gathering information
- •Listening skills
- •Suggesting and verifying a course of action
- •Taking notes
- •Dealing with difficult callers
- •Things to avoid when on the phone
- •Practice: Connecting
- •Messages
- •Wrong number
- •Appointments
- •Ordering
- •Text II. Business Telephoning Language
- •Practice:
- •Section II. English for meetings Useful vocabulary for successful meetings in English
- •Text I. Business Meetings Organization
- •Practice: agenda setting
- •Interruptions
- •Agreeing and disagreeing
- •Any other business (aob)
- •Text II. Business Meetings Language Etiquette
- •Practice:
- •Section III. English for negotiations Useful vocabulary for successful negotiations in English
- •Text I. The Art of Negotiations
- •Practice tricky conversations
- •Resolving difficulties
- •Asking for a pay rise
- •Difficult clients
- •Text II. Giving your personal viewpoint
- •Practice:
- •Section IV. English for presentations Useful vocabulary for successful presentations in English
- •Text I. Business Presentations & Public Speaking
- •Practice: Opening
- •Questions
- •Section V. English for business correspondence Useful vocabulary for writing business letters
- •Text I. Business Letter Etiquette
- •Practice
- •Text II. Notes on business correspondence Business Letter Contents
- •1St Check: Look at the text as a whole
- •2Nd Check: Check your text for detail
- •Marlene Leach
- •Layout of Envelopes
- •Practice
- •4. Match the beginnings and endings below and identify which letter a) is a letter of complaint, b) offers an apology, c) is an application for a job.
- •Text III. 20 Tips of Business Writing
- •Text IV. Resumes and Covering Letters
- •Summary
- •11 Tips of Success
- •Additional reading cross cultural business communication
- •Text I. What is Culture?
- •Text III. International Business Etiquette
- •Text IV. Intercultural Communication Tips
- •Text V. Cross Cultural Marketing Blunders
- •Text VI. More Results of Poor Cross Cultural Awareness
- •Text VII. Stereotypes: An Intercultural No-No
- •Involve
- •Text VIII. Business Meeting Etiquette
- •Informal Meetings
- •Text IX. Cross cultural negotiation
- •Text X. Techniques for Resolving Cross-Cultural Disputes
- •Techniques:
- •Text XI. The Business Lunch and Cultural Differences
- •Text XII. Business Card Etiquette
- •Text XIII. Cross Cultural Gift Giving Etiquette
- •Text XIV. Cross Cultural Presentations
- •Text XV. Intercultural Factors When Making International Presentations
- •Text XVI. Cross Cultural Advertising
- •Text XVII. Hurdles to Cross Cultural Business Communication
- •Text XVIII. Cultural Communication across Languages
- •Text XIX. Ten Strategies for Success Abroad
- •Text XX. Cultural Sensitivity in Business
- •Список литературы Основная
- •Дополнительная
- •Интернет-ресурсы
Additional reading cross cultural business communication
Read the following information and give careful consideration to a problem. Discuss the main points with your teacher or among each other. What information do you consider to be useful in your future occupation? Prove your arguments.
Text I. What is Culture?
The question is often asked – “What is culture? How can it be defined and what does it do?”
By way of answering the question a set of quotes has been compiled which hopefully gives some sort of indication as to what culture actually is.
Mankind, We created you from a single (pair) of a male and a female and made you into nations and tribes, that you may know each other.
The Quran, 49:13
Culture is a thin but very important veneer that you must be careful not to scratch. People from different cultures are basically the same and respond in the same way. However, make sure that you understand their basic customs and show an interest and willingness to learn the differences between your cultures.
Mike Wills
Culture is the way in which a group of people solves problems and reconciles dilemmas.
E. Schein
Culture is the fabric of meaning in terms of which human beings interpret their experience and guide their action.
Clifford Geertz
Culture is a little like dropping an Alka-Seltzer into a glass-you don't see it, but somehow it does something.
Hans Magnus Enzensberger
I do not want my house to be walled in on all sides and my windows to be stuffed. I want the cultures of all the lands to be blown about my house as freely as possible. But I refuse to be blown off my feet by any.
Mahatma Gandhi
If man is to survive, he will have learned to take a delight in the essential differences between men and between cultures. He will learn that differences in ideas and attitudes are a delight, part of life's exciting variety, not something to fear.
Gene Roddenberry
On a group of theories one can found a school; but on a group of values one can found a culture, a civilization, a new way of living together among men.
Ignazio Silone
A culture may be conceived as a network of beliefs and purposes in which any string in the net pulls and is pulled by the others, thus perpetually changing the configuration of the whole.
Jacques Barzun
Culture is the name for what people are interested in, their thoughts, their models, the books they read and the speeches they hear, their table-talk, gossip, controversies, historical sense and scientific training, the values they appreciate, the quality of life they admire. All communities have a culture. It is the climate of their civilization.
Walter Lippmann
Culture means control over nature.
Johan Huizinga
Culture is roughly anything we do and the monkeys don't.
Lord Raglan
Text II. Cross Cultural Communication Skills
Within the business context, cross cultural communication refers to interpersonal communication and interaction across different cultures. This has become an important issue in our age of globalization and internationalization. Effective cross cultural communication is concerned with overcoming cultural differences across nationality, religion, borders, culture and behavior.
Cross cultural communication is critical to the business world. The diversity of people in cities and countries means an element of cross cultural communication will always be needed whether it is between staff, colleagues, customers or clients. Awareness of cultural differences can favorably impact the success of a business. Improved staff interaction, better customer relations and effective client management are all areas that will reap benefits through cross cultural understanding.
Although cross cultural communication competency can only be truly achieved through cross cultural awareness training, language acquisition, foreign travel and cultural immersion there are some guidelines that can enhance your cross cultural communication skills.
Listening Skills
Although emphasis usually lies on being a competent speaker, listening is a key skill that many business personnel do not exercise enough. For cross cultural communication, attentive listening is critical to be able to understand meanings, read between the lines and enable to empathise with the speaker.
Speaking Skills
Listening and speaking must work in tandem for effective cross cultural communication. Speaking well is not about accent, use of grammar and vocabulary or having the gift of the gab. Rather, cross cultural communication is enhanced through positive speech such as encouragement, affirmation, recognition and phrasing requests clearly or expressing opinions sensitively.
Observation
Large amounts of cross cultural information can be read in people's dress, body language, interaction and behaviour. Be aware of differences with your own culture and try to understand the roots of behaviours. Asking questions expands your cross cultural knowledge.
Patience
Man has been created differently and we need to recognise and understand that sometimes cross cultural differences are annoying and frustrating. In these situations patience is definitely a virtue. Through patience respect is won and cross cultural understanding is enhanced.
Flexibility
Flexibility, adaptability and open-mindedness are the route to successful cross cultural communication. Understanding, embracing and addressing cross cultural differences leads to the breaking of cultural barriers which results in better lines of communication, mutual trust and creative thinking.
Following these five cross cultural communication needs will allow for improved lines of communication, better cross cultural awareness and more successful cross cultural relationships.