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Every single power point slide, bullet notes, diagram, and explanations from every lecture for the exam, complete study guide and lecture notes. If you use this for the exam you should ace it!
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Com 105: Lecture Notes/ Study guide Exam 1 9/9/12 5:35 PM
Monday 8/18
Todd Norton, or Mnorton
Textbook: Communicating in global contexts… may not need the book, all
exams are lecture based
I can drop one exam, can drop the final or take the final and then decide to
drop it
Chapters 1-3
Wednesday day 2 8/20
Perception Process
Perception of beauty in western cultures
Perception is the process of interpreting the meaning of those attributes we
attend to from the world around us
We impose meaning or come to a collective agreement about what certain
things mean
Selection
Selection is impacted by three aspects
1. Unexpected nature or rarity of experience- Susan Boyle
2. Repetition of experience- Advertising jingles (state farm insurance)
3. Intensity of experience- strong odor or intense colors
Organizing
Perceptual Schema
A mental framework to organize information into constructs. We get it from
experience. It’s like when you see yellow juice in the fridge and pour it then
realize that its iced tea. Making assumptions
Analogy: It is almost as through we have a ‘box’ inside our head for each
type of person we know.
There are 4 types of schemas used to classify people
1. Physical constructs (outward appearance, height, skin tone, attractiveness
2. Role constructs (Social or professional position, teacher, accountant,
sister) we organize people based on their profession
3. Interaction constructs (behavior, outgoing, aggressive, sky, or
considerate)
4. Psychological constructs (thoughts and feelings, angry, self-assured,
insecure, or carefree)
Interpretation
1. Your personal experience- Were past experiences positive or negative.
Bad relationship with a blond guy so after that you never want to date a
blond again
2. Your knowledge- what do you know of the person?
3. The closeness of your relationship- is your relationship such that the
behavior is expected?
Factors that impact perception…
Stereotypes
Definition: Generalizations about a person based upon the group to which
they belong
Identify group to which person belongs
Cognitively activate the schema of that group
Generalize that schema to that person
Stereotypes and bias
They ALWAYS carry a bias
What comes to mind when you think of Elderly people, homeless people, gay
and lesbian people?
Selective memory bias: The tendency to remember information that supports
our stereotypes while forgetting information that does not
“If I were Arab, the shooting would be terrorism. If I were Black I’d be a Thug.
But I’m White, so it’s Mental Illness.”
Primacy/ Regency
Primacy:
Your first impression or experience
Sets the tone for all future interactions
Regency:
Your most recent impression or experience
Is more powerful than our earlier impressions
Influence of perceptual Sets
Perceptual set:
A persons predisposition to perceive only what he or she wants or
expects to perceive
Ex:
Behavior explained through Attribution
Attribution
An explanation for an observed behavior
Impacts perception through an explanation of “why” someone acted
in certain way
Ex: Colorado theater shooting
Dimensions of Attribution
Locus
Where is the cause of the behavior “located”?
Such as: internal psychological factors vs. external context factors
Stability
Is the cause of a behavior stable or unstable?
Such as: difficulty of caring for elderly grandparent vs. traffic
accident
Controllable
Is the behavior within the person’s control?
Such as: walking in front of a car vs. a car crashing into your home
Friday August 24, 2012
Two common attribution errors
Self-serving bias
The tendency to attribute one’s successes to stable internal causes
and one’s failures to unstable external causes
Examples
Explain a success in internal & stable attributes- “I am dedicated
person and worked hard”
You explain a failure in external and unstable attributes “the lecture
class is too big”
Two common attribution errors
Fundamental attribution Error
The tendency to attribute one’s successes to stable internal rather
than external cues
Examples
The high school student ran the pledge drive because he is a caring
giving person not because he earned extra credit for doing so
How we perceive ourselves
Self concept
The set of perceptions a person has about who he or she is, also
known as identity
A subjective multi-faceted construct
Example
Name- “I’m Todd,” or “I’m Dr. Floyd”
Physical or social- “I am a woman,” or “I am Canadian”
Relationship- “I am an uncle” or “I am a volunteer”
Self-evaluation- “I am impatient” or “I am honest”
Self-concept is multi faceted
Managing our image
Image -> Face
Face- what we want others to see
What image do you want to portray
Face work- image management
What are you doing to portray that image?
The face and face work distinction
The behaviors we see in public are face work
The way people act (face work) however is not necessarily who they are
(face)
Predators on social media
Fellowship Face
The need to have others like and accept us
Such as
First date behavior
First day of school behavior
Autonomy & competence
Autonomy Face
Our need for freedom of action- to not be interfered with
Ex: turning someone down for a date
Face
Our need to be respected
Face Threatening Acts (FTA’s)
FTA: Communicative actions which could cast the target of the FTA in a
negative light
Such as: Criticism
FTA’s need not be intentional
o Rutgers hate crime
Offshoring Culture and Communication
Offshoring: The practice of a company moving certain services overseas
Highlighted cultural differences between employees
Enables companies to capitalize on cultural advantages
o Ex: calling customer service and getting someone from a
different country
Monday August 26, 2012
Offshoring and Communication
Cultural challenges
Communication difficulties
Managers must be aware of “Context”
Companies need to understand how others perceive relationships
Managers need to be aware of different cultural working norms
How do we manage offshoring?
Verbal communication- context
Communication: the process of transferring meanings from sender to
receiver
Context: is the information surrounding communication and helps convey the
message
High-context cultures/low-context cultures
High context Societies : Japan and Arab Countries. Messages are
coded and implicit. “I don’t want to go on a date and instead of
saying no I say I have plan”
Low context societies: United States and Canada. Messages are
explicit and precise
o What impact does this have on advertising, PR, marketing
comma, org mission
o , act?
America is lower context
Indirect and Direct styles
High context cultures: implicit and indirect
Close personal relationships and large information networks
Rely also on nonverbal communication: voice intonation, timing,
and facial expressions
Lower context cultures:______________
You can compare them based on types of questions that are asked
_____________: “Who will be at this meeting?” (Interested in
environment)
____________: “What is this meeting going to be about” (Interested in
objectives)
Verbal Communication- Quantity
Succinct: few words and avoids loss of face
Exacting: enough words to convey message and no more (too few=
ambiguity; too many= exaggeration.) England is like this
Elaborate: a lot of talking, detailed description and information. Common in
high context cultures- Arabic countries
Elaborating style: more popular in high-context cultures with uncertainty
avoidance
Contextual and Personal Styles
Contextual style/ sensitivity: language reflects the hierarchy of the situation,
thus maintaining barriers of high power- distance cultures (status)
Personal style: language breaks down hierarchy of the situation. More
common in low power-distance cultures (addressed by first names)
How do you address someone if you don’t know him or her very well?
In our culture we over dress, use more formally if we don’t know them. Or
how would you start the email
Affective and instrumental styles
Affective messages are emotionally sensitive both in receipt and delivery.
Requires intuitional and reading of subtle verbal/non-verbal cues.
More common in Middle East, Latin America, and Asian cultures
Instrumental orientation is ‘raw’ and focused on information transfer.
Common in low-context cultures such as Switzerland, Sweden and US
Communication Flows
Downward Communication: transmission of information from managers to
subordinate
Important to use language that is easy to understand and allows
people to ask questions’
Ex: if you have a problem with your boss and you skip over him and
go talk to his boss.
Upward Communication: Transfer of meaning from subordinate to superior
Seen in Japan, Hong Kong, and Singapore
An idea from a student to a professor
Barriers to Cross cultural communication
Language, perception, culture, and nonverbal communication
Language: home country’s language is important
o Geographic, cultural and institutional distance
o Ex: jet lag
Barriers: Geography and styles of formality
Expectations of formal written communication differ across cultures
Us: nicety –> bad news
Great Britain: immediate reference -> apology
Japan: Indirect in discussion
Barriers: Perception
Perception: A person’s view of reality
Different cultures perceive messages differently including public relations,
advertising and marketing campaigns, company slogans and so forth
Remember: symbol <- -> referent
Examples in book are different cultural referent for the symbol used.
Fiera=’old ugly women’ in Spanish
Comet/Client= ‘Street walker’ in Mexico
GST= Canadian Socialism in Canada… or Mercedes Benz Grand
sports Tourer
Structural issue
Soiled clothes/ detergent/ clean clothes from Left to right and Arabic
countries read from right to left
Barriers: Culture= class and familiarity
Class manifests itself through familiarity in communication
US tends toward a ‘non-class’ orientation and a loose/ familiar
communication style
Arabic countries recognize class more and social relations are built
more slowly and deliberately
Barriers: Geography and time
Geographic’s space -> time differences impacting work schedules
Christmas….new years….Dusshera
Wednesday August 26, 2012
Non-Verbal Communication
Kinesics
Study of Communication through
Body movement (haptics)
o Posture
o Gestures
Facial Expressions
o Eye contact (oculesics) conveying messages through use of
eye contact and gaze
Ex: India
Use of left hand
Feet on things
In some cultures some things are insulting ex.. Putting your feet on
things
Proxemics
Study of way people use physical space to convey messages
In the US….
Intimate distance: Confidential comm.
Personal distance: family and close friends
Social distance: most business transactions
Public distance: public speaking, etc.
Know these in order ^
Us distance norms farther than
Middle east
South America
Ex: Indian men and handholding. Not acceptable in us
Double check this title…
Americans keep backing up… While other attempts to close the gap/ leads to
breakdown in communications
Ex: Indian men and holding hands is the norm other there but here it is most
certainly not
Ex: office layout is another example
Us likes large spaces, large offices, vs. being crammed in an
elevator. Makes Americans uncomfortable but in middle east they
like being squished
Chromatics
How time is used in a culture
Mon chronic
o Linear scheduling- doing one thing at once
o Individualistic cultures
Us, Great Britain, Canada, Australia
Polychromic
o Doing several things at once
o Accomplished is secondary to involvement
Latin America, Middle East.
Polychromic people think that monochromic people are
uptight. Polychromic are never on time. Ex. come at 8,
in their culture they will be there around 8 30
Chromatics
Use of color to communicate messages
o Black for mourning… except in some parts of India that wear
white
o White wedding dresses…except in Hong Kong, where red is
traditionally worn to signify luck
o Bouquet of yellow roses sounds great… except in Chile, where
it means “I don’t like you”
o Color tied to social class
What does this do for us? Advertising and marketing use color very
significantly to sell. What colors attract the right people for your product etc?
Achieving Communication Effectiveness
Improving feedback system
Personal face to face meeting, telephone conversations
Impersonal- reports budgets plans
Provide language training
Provide cultural training
Increase flexibility and cooperation
Negotiation
Process of bargaining with one or more parties to arrive at a solution that is
acceptable to all
Managers spend ~ 50% of time negotiating
Types of Negotiation
Distributive negotiation: bargaining that occurs when two parties with
opposing goals compete over a set
Zero sum
Both trying to get the best deal, but gain for one means loss for the
other
Integrative negotiation: bargaining that involves cooperation between two
groups to integrate interests, create value, and invest in the agreement
The negotiating Process
Planning
Interpersonal relationship building
Exchanging task-related info
Persuasion
Agreement
Affects of Cultural differences
Tend to approach negotiations using our own cultural norms
Recommendations
Do not rely on snap judgments (name, accent act.) as culture is
complex and indians often have multiple cultural identities
Westerners “do” but not all cultures are similar; remember to think,
feel and talk
Allow your perception of the other party to remain dynamic
Not all aspects of culture are equally significant
Norms for interaction may be different for you, as an outsider, than for
“cultural insiders”
You don’t know as much as you think you do about the other party’s culture
Negotiation Tactics
Location: where should negotiation take place?
Neutral site
o Each party has limited access to its home office
o Cost is height want to conclude negotiations quickly
Time limits
Important when one party is under a time constraint
o Scheduled flights
Holiday: Americans at a disadvantage because of holidays
Buyer-seller relations
U.S. walk away after negotiations
Japanese believe in reciprocal favors
Negotiating for mutual benefits
5 general principles
Separate people form problems
Focus on interests not positions
Generate options
Use objective criteria
Standing ground
Friday August 30, 2012
Colgate’s Distasteful Toothpaste
2 real world events where communicating was used
Clash of cultures
Fact file
Colgate’s international sales represent ½ of total revenue
Colgate bought 50% partnership in the Hawley and Hazel group for $50
million. (Darkie Toothpaste)
Hawley and Hazel was based in Hong Kong
H & H group, 1933, oral care
Hong Kong
Coalgate bought Darkie, who is a white guy on the label but is black. Used to
be a very racist show in USA, he is the main character
Darkie
Produced since 1920’s
Al Jolson
Black-faced entertainer
Crisis
US minorities and civil rights groups
The interfaith center on Corporate responsibility
Petition in Change of logo and name
Plan to repeat the damage
Changes implemented over a year
Process took 3 years
Name changed to “Darcie” and black guy was changed back to white
Colgate pays for the whole thing
Later Colgate distance itself from the brand
Worldwide Apology
China liked the black guy and thought it was ultimate respect to dress a
white man up as a black
USA thinks is very racist, and Americans were offended because it degrades
a race
Euro Disneyland
U.S management removed from Euro Disneyland
Jan 18, 1993 Robert Fitzpatrick quit one year after the grand opening of Euro
Disney
Compromised “squeaky clean” image
Lifted alcohol Ben
Reduced prices for parks and restaurants and hotels
Miscommunication between 2 cultures
Disneyland in Europe vs. Disneyland in America
Disney wanted both of them to be the same. Happiest place on early, smiles
to alcohol
Didn’t want to castles to be similar to French castles
Robert owned it for a year and quit cause he was awful
Basically the wrong cultures got involved cause people are different so a
French Disneyland isn’t going to be the same as a American
Wednesday September 5th 2012
Analysis paper on case studies: prompt is online
Only 2 page paper. Quick get to the point type of papers
Show how those concepts are relevant to the real world
Academic Writing: Best Practices: Due next Friday
Do’s and Don’ts
The D.I.E. Frame work
Description descriptive summary
Ex: what do you see?
Just a general comment. He is wearing glasses
I see an Asian woman covering her mouth
Interpretation he is afraid of black people
Ex: What does it mean? Why is he wearing glasses?
We tend to make interpretations based on our cultural framework
Ex: She’s burping and trying to be polite
Explanation bad: he had no right to shoot an innocent person, not fair to his
family
Is it good/bad?
Your own opinion, must back up your claim
Ex cont.: I think that's great, that she’s trying to be polite
Applying to the D.I.E.
(A framework of what to do)
Structure of an Analytical Paper
Introduction
Background on the topic
Preview of the body of the paper
Body
Paragraph #1: description of the issue
Paragraph #2: Interpretation of the issue
Paragraph #3: Evaluation of the issue
Conclusion
Summary of the Case including your description, interpretation and
evolution
What NOT to do
Introduction
“The Apple’s handling of the Foxconn-labor scandal is an important
example of international/intercultural communication.”
What’s wrong with it?
o Intro should offer more background and preview the paper’s
body. There should be more than one sentence.
Body Paragraph #1
“Apple did a poor job of communicating during the scandal. As a
result, it will cost the company in the long run. One of the main
messages that came from Apple when coverage of the poor working
condition’s in Foxconn’s plants first broke in 2007 was that Foxconn
had been audited and found mostly compliant with Apple’s
standards (Dean, 2007).”
What’s wrong with it?
o The first paragraph is about description. This begins with
evaluation.
Body Paragraph #2
“Another reason the Foxconn issue became a problem is that Apple
became a victim of its own self-serving bias. After suicides at
Foxconn began to skyrocket, Apple said it would investigate the
company . Essentially, this message from Apple was an attempt to
externalize the cause of the problem, which is exactly what people
do when they are confronted with their failures.”
What’s wrong with it?
o Part of this is an example of description, so it should be
moved to body paragraph one.
o The second body paragraph should focus on interpretation.
Part of this is more evaluative
Body Paragraph #3
“Had the company addressed the issue early on, it’s most recent
successes might have given the public a better image of Apple,
instead, the Foxconn scandal had stayed around in people’s minds,
becoming entrenched.”
What’s wrong with it? (grammar matters)
o It’s vs. its
o Comma splice
o Wrong verb tense
Analysis Paper Guidelines
5 Paragraphs
Intro
Description
Interpretation
Evaluation
Conclusion
Page length: 1.75-2 pgs
Font: Times new roman 12pt
1” margins on all sides
There is a bad example on Angel
Exam Review:
Bring ID!
Bring pencil!
Briefly introduce the case
Use lots of description! (First body)
You may introduce the concept “In particular the role of perception”
APA style!
Pick a concept for each paragraph to make it more organized, or 2
First sentence is obviously evaluation. make sure to not get them confused!
APA:
Current
Relevant
Authority
Accurate
Purpose
5 sources
Is this credible information?