Communication

CommunicationCASE STUDY

HL°MUHAMMAD°SAHIDAH°SIN YEE°UMMU

08/04/2023 copyright www.brainybetty.com 2006 All Rights Reserved

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DEFINITION

• Process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior


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Communication process


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CASE STUDYChuck(sale

manager, NY)

Vicente (plant

manager, Mexico)

Send e-mail

BUT

Vicente’s secretary replied without telling to

him

VP sales &

marketing at

Mexico

telling Angry with him

Scold him


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Q1) Cultural Differences

Different Culture

Action

Directly

Less Directly

Communication

Rude and Impolite

Politely


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Continue…

Cultural DifferencesUnited States Mexico

Low Power Distance High Power Distance

Monochronic Polychronic

Low-Context High-Context


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United States Mexico

Low Power Distance High Power Distance

• Uses an equalitarian communication strategy

• Having dramatically more power than a subordinate would have • Favour a controlling strategy and behave like an autocrat


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Monochronic Polychronic• This culture usually talks about saving time, wasting time, making time and spending time• More interested in time management and measurement

• Culture think that long-term thinking is over generations and even centuries• More patient, less interested in time management or measurement and more willing to wait for rewards


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Low-context High-context• Spells out more of the information explicitly in the message• Most of the information is expected to be in explicit codes, such as words

• Message cannot be understood without a great deal of background information• The information is either in the physical context or body language; facial expressions and gesture


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Q1) Is Understanding These Differences Important?

• Very Important.• We should take these as our priority.• So that message can be delivered

perfectly.• Can build a coordination.• Can get along with them if we have

enough information about other cultures.


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Q2) Main Purpose of Chuck’s Communication

Vicente Ruiz

• Tell his problems

• Request specific explanation

Michael Sato

• Make complaint about the situation

Chuck Moore


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Q2) Factors That Should Considered In

Communicationa) The speed of feedback

b) The necessity to leave a permanent record

c) The elements of message

d) The distances between the sender and receiver.


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a) The Speed of Feedback

• How fast do we want others to reply us?• How fast we want to get the important

information from others?• If speed is crucial - telephone call or face-

to-face conversation• If we need no immediate feedback -

electronic mail, letters or voice mail


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b) The Necessity To Leave a Permanent

Record• If permanent record is important - memo, letters, reports or proposal

• Electronic mail is another way to leave a record but it's not considered as formal as memos and letters

• Do not send an electronic mail without double check


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c) The Elements of Message

• We need to know what the elements of message are.

• If the message is very personal one-to-one communication channel such as telephone call or personal conversation or face-to-face conversation


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d) The distances between the sender and

receiver.• We need to know the distances between the sender and the receiver.

• How far the distances between the sender and the receiver?

• If the distances is very far or across the border, we can choose e-mail, telephone call and so on.


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Q2) Are the same factors should be considered when communicating with

others? Yes, it is the same factors should be considered, such as:

• The speed of feedback• The necessity to leave a permanent record• The elements of message• The distances between the sender and receiver• The costs • The complexity of the message

But, by choosing of suitable communication channel is depend on the purpose of communication.


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What would we done differently?

• First, voice mail, such as make a telephone call to Vicente Ruiz directly to tell him the real problem and situation that faced by me.

• Second, we will make a report include the deadline for the toys deliver and the actual quantities of ordered.

• Third, we will make a request to Vicente Ruiz for face-to-face conversation to explain the details of the situation.


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Q3) If we were Chuck…Clarify the purpose of the message

Consult others' view

Get a feedback

Build a personal communication network


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BEFOREChuck(sale

manager, NY)

Vicente (plant

manager, Mexico)

Send e-mail

BUT

Vicente’s secretary replied without telling to

him

VP sales &

marketing at

Mexico

telling Angry with him

Scold him


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AFTER

Chuck (sale

manager, NY)

Vicente (plant

manager, Mexico)

• Direct call then send

email• Face-to-

face


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Conclusion• The communication usually is complex, and the

opportunities for sending or receiving the wrong message are innumerable, especially in the organizations.

• However, organizations can develop strategies to manage crisis communication, use new communication technology, and create a climate of trust and openness to improve the communication effectiveness.

Education

Communication