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Review of ICBC 201 course
Cross-Cultural Communication
Source: kwintessential.com
Written Communication
Internal AudiencesInternal AudiencesPresident
VPProduction
VPMarketing
VPSales
VPFinance
VPHuman Resources
Sales ManagerNorth
YOUSales Manager
BangkokSales Manager
South
District Manager 1
District Manager 2
Assistant SalesManager 1
Internal DocumentsDocument
TransmittalReportsPolicy updatesMemosE-mails
DescriptionMemo that explains what is being
forwardedSummarizing information that is used for
future planningStatement of instructions
Multi purpose functionsMulti purpose functions
External AudiencesExternal Audiences
Customers
Suppliers
RetailersOutletsAgents
Government agencies
Regulators
The Media
Competitors
The general public
StockholdersInvestors
Your Company
External DocumentsDocument
QuotationsOrders/ClaimsAnnual Reports
Customer information
DescriptionLetters stating price for
services/productsLetters dealing with customer
orders/claimsReport to stockholders containing
summarized performance information
Information about new products/services/policy changes
Questions for analysis1. Who is (are) your audience(s)? What characteristics are
relevant to this message? If you are writing to more than one person, how do the people differ?
2. What are your purposes in writing?3. What information must your message include?4. How can you build support for your position? What reasons
or reader benefits will your reader find convincing?5. What objections can you expect your reader(s) to have?
What negative elements must you de-emphasize or overcome?
6. What aspects of the total situation may affect readers response?
Interviews
A systematic approach
Types of interviews• Survey/informational interview
Purpose: to gather information for future actions• Diagnostic interview
Purpose: to gather information to help to respond to needs of clients
• Research interviewPurpose: to gather information to determine cause & effect, motivations. Findings are used to improve concepts/strategies
• Job interview Purpose: to select candidates for employment
• Investigative interview Purpose: to determine cause of events
• Exit interviews Purpose: to determine why an employee is leaving the company
Planning the interview• Choosing the best interview structure
1. Highly structured interview-standardized list of pre-formulatedquestions. Common in market research.
2. Unstructured interview-consists of topical agenda withoutspecific questions or only few keyquestions.
3. Moderately structured interview-combination of 1. & 2. Allows for a flexible approach.
Differences in structural approachesHighly Structured
Interview
Usually takes less time
Easier for interviewer to control
Provides quantifiable results
Requires less skills by interviewer
Low flexibility in exploring responses
Unstructured Interview
Usually takes more time
More difficult to control
Results more difficult to quantify
Requires high degree of interviewer skills
Highly flexible in exploring responses
Open vs. Closed QuestionsWhen to use open questions
1. To relax the interviewee
2. To discover the interviewee’s opinions
3. To evaluate the interviewee’s communication skills
4. To explore the interviewee’s possession of information
5. To discover the interviewee’s feelings or values
When to use closed questions
1. To maintain control over the situation
2. When specific information is needed
3. When time is short
4. When interviewer is not highly skilled
5. When a high degree of standardization between interviews is important
Understanding and Using Social Media