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0 Executive Summary The embodiment of this report is interpolated of 4 main components, of which they are deliberately problem statement, content analysis, findings and recommendation as well as conclusion. The overview of each and every component is enumerated in a brief and concise manner as below. Under the domain of problem statement, a general deliberation revolving the issues as predetermined in the encounter(s) of Dr Susan in Bolivia is touched on. On top of that, an analysis on the historical, geographic and social aspect of Bolivia is covered. Content analysis is sub-divided into 3 different realms, in which the first covers the theories and rationales under the regions governed by cross cultural communication competencies in regard to the encounter Dr Susan whilst the second and third entail the significance cross cultural gift giving etiquette in business context in addition with the cultural perspectives of both Bolivia and Atlanta. Delving into findings and recommendations, it laconically examines 2 issues as per determined from the case of Dr Susan, in which the Bolivians were startled and daunted upon receiving the flowers by the virtue that yellow or purple flowers are meant funeral purposes in Bolivia as well as the fact that the flowers presented were not immediately displayed. The recommended alleviations include catching the glimpse of Bolivian culture afore-hand as well as substituting an assortment of different gifts such as chocolates and wines as these things generally come in a single colour. A summarized counterpart of the report is detailed in the conclusion.

2.0 Problem Statement A retrospective analysis was made upon the historical background of the Bolivias nation and the results were enumerated such that Bolivia is named after the independence fighter Simon BOLIVAR, whom ensue Spanish from relinquishing their rule over Bolivia in 1825. Geographically, Bolivia is located in Central South America, southwest of Brazil. Bordering countries around Bolivia include Argentina, Brazil, Chile, Paraguay and Peru. The population is estimated at 8,857,870 in year 2010, in which it ethnic groups include Quechua - which
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composes of 30% of the total population, Mestizo - which consists of 30% of the total population, Aymara which comprises 25% of the total population and white which forms 15% of the total population. Delving into the society and cultural realm of Bolivia, in general, most Bolivians are born into Roman Catholicism. Religion activity is dominated by females primarily in terms of attending church and the like. Catholicism to certain extents has been localized as it became intertwined with local folklore and customs in its early years of seething root in the country. The family is the axis of the social life and structure. Families are very tight knit and in rural areas, many generations still often live as a whole in one single house. The extended family or "familia" serves as a formidable support and network system. Roles within the family are utterly traditional, wherein "Machismo" is apparent. The wife is generally responsible for domestic duties whilst the husband with be the bread winner. The machismo mentality often convey a feeling of male superiority and a strong sense of honour, of which face and dignity should by all means, be maintained and upheld. On the fact that Bolivia's history is comprised of a number of distinct and differing ethnic groups whom have now converged, a new class system on that instant, is formed. Bolivia is laconically made up of a small number of whites, a larger group of 'mestizos' (intermarriage of whites with indigenous Indians), a majority of native Indians ('Quechua' or 'Aymara') and a small number of blacks who are descended from the slaves imported during the Spanish colonial period. Traditionally the whites minority occupy the top rung on the class ladder. This is mainly due to socioeconomic factors rather than that of skin colours. In respect with the case study, there are various elements to be looked into while contending with gift giving etiquettes. Bolivians would construe gift as to be generally be presented on momentous events or festivals such as birthdays, Christmas and New Year. The rule of the day is that the gifts presented should be of up to a decent degree of quality, price is deemed to be not paramount or irrelevant. The issue pertaining to the encounter of Dr Susan Henry is that the Bolivians were startled and daunted upon receiving her gifts, of which it was solely intended as a token of gratitude. This may be ensued from the cultural differences of the both afore-mentioned parties, let alone theirs rationales and cultural perspectives adopted in the judgement of each others culture. Thus, it can be succinctly seen that, a conflict of cross cultural communication is apparent.

3.0. Content Analysis 3.1.0 Psychological Components By the very nature of communication and intercultural communication under generalized circumstances, it tacitly involves the acquisition of knowledge from interactions with others, the seeking and amelioration of approaches as to understanding and acting responsively by giving feedbacks or responses to those around. There are deliberately three psychological components pertaining to the afore-mentioned process, of which they are laconically identified as cognitive, affective and behavioral. 3.1.1 Cognitive In a succinct manner, its focal is on the knowledge with individuals from different background portrayed by their values, beliefs and expectations, knowledge of the language used disregarding fluency and communicative strategy employed, of which other/ foreign cultures are inhered hereto. The absence or inadequacy of such knowledge may result in communicators making wrong assumptions, selecting an in indecorous or inappropriate communication strategy and which might potentially ensue in loss of face for themselves and others. Acquiring the knowledge hereto would involve learning through practicing and being open or often addressed as cognitively flexible in receiving and perceiving feedbacks Gudykunst (1992). Withal to that, such flexibility encompasses the ability to pick on a perspective and to distinguish between describing, interpreting or construing and evaluating or assessing behavior. In accordance as to which dictated by Gudykunst and Kim (2003), the skill of perspective-taking reduces the tendency of attributing incorrect motives to anothers behavior, thus granting a search for other distinctive interpretations, which may potentially allows a more meticulous and accurate prediction as to how others will behave. On top of that, ethnocentrism is deemed to be another vivid element in the case study being attended. The notion of ethnocentrism, under such context, is lucidly referred to ones own group or culture is at the centre of everything. Being ethnocentric entails the belief that ones own culture is of the most momentous and that other culture are judged in respect with own culture. Albeit ethnocentrism may be seen as an inherent part of any cultures make-up, the extent to which it colors an individuals view of other culture can vary considerably. This can be succinctly seen in the case in which Dr Susan judged the Bolivians culture as an integral part of her own nations culture, which in subsequent ensued in misunderstandings between both parties.
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3.1.2 Affective This component is linked to the feelings, needs and general motivation of an individual with regard to interacting with others from different cultures. A person motivation will be negative in the event if fears and prejudices cloud feelings about communicating with another although they may possess the skills and knowledge under the relevant realm deemed to be necessary to communicate. The affective component is about bringing into practice the cognitive elements translated afore, of which one possessing the motivation to interact with other cultures and the confidence to contend with any anxiety or stress involved in coping with others from another culture. More essentially, managing anxiety and uncertainty is veritably the cardinal ability of an effective communicator by Gudykunst, 2002. In congruous to the above management of anxiety and uncertainty theory, there is a direct vinculum between the anxiety and uncertainty of the communicators and the expanse at which interactions of them is dictated to be effective. In a state of high uncertainty and anxiety, individuals have the tendency of relying on simplistic information, of which stereotyping is subsequently made and the tendency of unable to predict others behaviors and attitudes correctly, hindering the effectiveness of communication. On the contrary, individuals may not be motivated to communicate and may predict inaccurately the behaviors of others under the vice versa context, at which both uncertainty and anxiety is low in its state. As such, corporeality in between two elements has to be practiced on top of exercising management of anxiety and uncertainty consciously. A viable approach as to anxiety and uncertainty reduction is determined to attenuate misunderstandings and conflicts through effective communications, in which it involves the employment of being mindful. Casse (1981: 139) identified one aspect of being mindful is empathy. It lucidly dictates the ability to see and understand how others construct reality or more specifically how they perceive, discover and invent the inner and outer worlds. Having in possession of a high degree of empathy would tacitly mean that a person has achieved a high degree of awareness. A high degree of awareness would, in turns means awareness towards anothers culture from ones inner self standpoint is rather solid and formidable. 3.1.3 Behavioral Under the domains governed by this component, knowledge and affective components described afore are enacted, the actual performance of the behavior felt to be cogent and appropriate in the communication context. Spitzberg (2000) viewed competence in
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intercultural communication not merely a set skilled behaviors notwithstanding the fact that any given behaviors may be deemed as competent in one context but incompetent in another. Questions which may arise include appropriacy and effectiveness. In order to communicate effectively, cognitive and affective skills as fore mentioned have to be used appropriately. This includes probing into meaningful dialogue, initiating interaction, contending with misunderstandings and interpersonal conflict as well as adopting different communication styles. The appropriate and effective use a nonverbal repertoire must also be upheld. On top of that, meaningful relations can be fostered and established by developing and up-keeping interpersonal relationships with those from other cultures. Such relationships would require relationships to be understood with utter accuracy and collaboration to be effective and meet mutual needs, implying the significance of empathy under such circumstance. 3.2.0 The Importance of Business Gift-giving 3.2.1 Cross Cultural Gift-giving Etiquettes In this modern century of business world, international business is not a strange word to all the individuals and companies in the business stream. Although gift-giving is not a norm among business associates in the United States, it is often expected elsewhere. Therefore, cross cultural differences in the approaches to and practices of business people across the world are important to learn. In this context, lack of cross cultural understanding can lead to misunderstanding of both parties which may result in offense. In todays business world, a business person should be equipped with cross cultural awareness and an understanding of foreign culture etiquettes. One of the important cross cultural awareness components is the difference in gift-giving etiquettes of the world. By understanding gift-giving etiquette around the world, it helps the international business people create a better relationship with the foreign clients, colleagues and customers as well. Therefore, they have to consider these following areas before presenting a gift to the foreigners:

Who is receiving the gift? A person or a group? What is the status of the receiver(s)? What types of gifts are acceptable or unacceptable? What is the protocol associated with gift giving and receiving? Should gifts be reciprocated?

However, many countries such as North America or United Kingdom, gift-giving are rarely practiced in their business world. In fact, it may carry a negative meaning as gift-giving might be construed as bribery. (Neil Payne, 2011) 3.2.2 Latin American Countries Under certain circumstances, good business relationships are built upon strong personal relationships. In Asian, Middle Eastern and Latin American countries, in particular, relationship is a vital key to business success. However, gift-giving in Latin America is not as ritualistic as in Asian and Middle Eastern countries. Nevertheless, it still plays a significant part in the business culture. For them, gift-giving reinforces business relations as well as personal relations by displaying thoughtfulness and generosity; it demonstrates the business peoples awareness and respect to the other party. In Latin America cultures, when visiting a home for dinner, it is important to present the hostess with a small gift of flowers, chocolate or wine. But, it comes to present types of flower to the hostess, beware that some varieties are for funeral use only. And also, avoid giving leather gifts as most of the worlds finest leathers come from South America. (Susan Kurth Clot de Broissia, 2011) 3.2.3 Australia, Canada, United States and European countries Gift-giving in these countries are rarely expected as most of the time, gift-giving will be perceived as bribery. Therefore, avoid giving highly personal gifts such as clothing, whereas they will appreciate small gifts such as pens, business diaries and mementoes with company logos. When visiting the home of a colleague from this country, it is normally adequate to present a gift to the hostess. (Susan Kurth Clot de Broissia, 2011) 3.3.0 Customs and Etiquettes 3.3.1 United States Gift-giving Etiquettes In general, Americans give gifts for birthdays, anniversaries and major holidays, such as Christmas. For them, gift-giving is not an elaborate event. However, when you are invited to an Americans house for dinner, it is polite to bring a small box of good chocolates, a bottle of wine, a potted plant or flowers for the hostess. And for them, gifts are normally opened upon receiving it. (Kwintessential, 2011)

Communication Styles Americans tend to speak in a direct informal manner. They value logic and linear thinking and expect people to speak clearly and in a straight-forward manner also. Besides that, Americans do not usually divulge how much money they make or how much they paid for certain things. It considers rude to ask and uncomfortable to discuss over this matter. Negotiations For most of the Americans, the business deal or contract is more important than the personal relationship. In their work places, final decisions are usually made from top down although group consensus is valued. And Americans practice hard selling tactics all time. 3.3.2 Bolivia Communication Style In Bolivia, the people prefer an indirect style of communication. Therefore, asking them questions in which there is a need to give a direct answer of yes or no should be by far, avoided. Moreover, they behave in a polite manner and tend to address more formalities while communicating with others. They also do not like confrontations and will keep in composure all the time. They will look down upon loud noises in public areas with the exception of discos and bars. Negotiations Bolivia people tend to avoid hard selling and any sort of conflict or confrontation. They prefer soft selling instead, through which casual or friendly sales message is used. Besides that, the issue of saving face is more important and apparent in Bolivia. They might seem to agree to everything that you say but no contract will be signed. They would not show or point out your mistakes but rather keep it to themselves. During the negotiations, the final decision is usually made by the officers whom ranked highest. This has vividly shown that their culture contains considerably high uncertainty avoidance. Thus, it is best to have them in the meetings to make decision as they also expect to hold several meetings before decisions are justified.

Gift giving If you are invited by Bolivian family to their house, it is appropriate to bring flowers (avoid yellow & purple), wine, good quality liquor, or chocolates. In Bolivia, yellow and purple flowers are used in funerals. Upon giving the gift, ensure that the gifts are neatly wrapped and do not expect that they will open the gift immediately. In the Bolivian culture, it is only polite to open the gift after the giver has left the house. Besides that, avoid giving gifts like a letter opener, knives, or scissors as they bring the meaning of a severe relation. Gifts are also given in business situations with foreign companies, such as a small souvenir that shows Bolivia culture. These kinds of gifts are usually opened in public so that it can be explained. However, it should not be too expensive or excessive.

4.0 Findings and Recommendations Based on our intensive analysis on Dr. Susan Henrys case, we have found a couple of problems. The main problem would be the Bolivians were startled when Dr. Susan presented them with a dozen of purple tulips. Purple or yellow flowers are commonly used to show their last respects to the deceased at a funeral. The second problem would be the flowers were immediately taken to the kitchen without being displayed or thanked for. Generally, the gift receivers will thank the presenter for the gift. This case however, shows otherwise. It is therefore understandable that Dr. Susan felt insulted afterwards. Communication between two sides also posed a problem. Unlike the Americans who prefer direct confrontations, the Bolivians prefer indirect communication. The Bolivians talk more politely and they tend to be more on the formal side while communicating with others. This behaviour also indicates that they have high uncertainty avoidance. To solve the above mentioned problems encountered, there are a number of ways. For starters, Dr. Susan Henry should not give yellow or purple flowers. These two colours of flowers are usually given at funerals. Dr. Susan should present pink carnations instead. According to the Society of American Florists (2011), those flowers are best chosen because they represent gratitude in order to convey Dr. Susans message. Instead of giving flowers, Dr. Susan can give liquor and pastries. Sweets or chocolates are applicable too especially if the Bolivian family has children. Assorted American candies such as Tootsie Pops and candy bars for the children will be very well received. Liquor-wise, if her
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business associate drinks, wine and whiskey are preferable choices as gifts. (eDiplomat, 2011). Kwintessential (2011) found that visitors should never ever give scissors or knives as they indicate a desire to sever a relationship. After giving those gifts, Dr. Susan should not feel insulted by the Bolivians. This is because in Bolivia, the recipients will not open the gifts in front of the giver. (BoliviaBella, 2011). The Bolivians might find it rude opening the gifts in front of visitors fearing disappointment being shown. Another possible reason why the Bolivians did not display the flowers was because the purple flowers carry negative connotations. Besides that, Dr. Susan can first understand the Bolivian culture beforehand. This can reduce or better, eliminate any future misunderstandings that might take place. Dr. Susan can hire a local guide to teach a thing or two about the Bolivian culture or do some preliminary research first online to further understand their culture. On the other hand, the Bolivians should also notify Dr. Susan of the reasons why they reacted that way. Since it is their culture to avoid direct confrontation according Culture Crossing (2011), they can at least send a message or an email or inform Dr. Susans colleagues of their previous actions. This can avoid further miscommunications, conflicts and disappointments.

5.0 Conclusion Laconically, under the circumstances of contending with Bolivians, hard selling and direct confrontation should by as far, be eluded or avoided as Bolivians exhibits the culture of soft selling, of which it is much in controversy. Sensitive gifts for instances purple or yellow flowers should be refrained from presented as retrospectively discussed and appropriate gifts do not only constrain to flowers. Instead, wines and chocolate for instance can be given. Another momentous to be noted is that gifts are generally not immediately opened upon receiving it. More importantly, ethnocentrism the tendency of judging anothers culture based ones own culture should be averted. Instead, others culture should be judged and construed based on the three psychological components which are stated in the content analysis cognitive, behavioural and affective, through which element of empathy should be an integral part of all the afore-mentioned psychological components governed by the domain of cross cultural communication competency.

6.0 References 1. Bolivia Language, Culture, Customs, and Etiquette. (2011). Retrieved November 12, 2011, from http://www.kwintessential.co.uk/resources/global-etiquette/bolivia.html 2. Bolivia Culture and Customs: Social Etiquette. (2011). Retrieved November 12, 2011, from http://www.boliviabella.com/social-etiquette.html 3. Bolivia. (2011). Retrieved November 13, 2011, from

http://www.ediplomat.com/np/cultural_etiquette/ce_bo.htm 4. Flower Meanings and Meanings of Flowers. (2011). Retrieved November 13, 2011, from http://aboutflowers.com/flower-a-plant-information-and-photos/meanings-of-

flowers.html 5. Bolivia. (2011). Retrieved November 13, 2011, from

http://culturecrossing.net/basics_business_student_details.php?Id=8&CID=26 6. Payne, N. (2011). Cross Cultural Gift Giving Etiquette. Retrieved November 13, 2011, from http://www.businessknowhow.com/growth/ccultural.htm 7. Millet, J. (2011). How to Avoid Blunders and Faux Pas. Retrieved November 13, 2011, from http://www.culturalsavvy.com/gift_giving.htm 8. deBroissia, S. K. C. (2011). International Gift Giving Protocol. Retrieved November 13, 2011, from http://www.4hb.com/0113intergift.html 9. USA Gifting Culture. (2011). Retrieved November 14, 2011, from

http://www.giftsnideas.com/gifts/usa-gifting-culture 10. United States. (2011). Retrieved November 14, 2011, from

http://www.culturecrossing.net/basics_business_student_details.php?Id=23&CID=21 6 11. USA Language, Culture, Customs and Etiquette. (2011). Retrieved November 14, 2011, from http://www.kwintessential.co.uk/resources/global-etiquette/usa.html 12. Browaeys, M. J., & Price, R. (2011). Understanding cross-cultural management (2nd ed.). Essex, England: Prentice Hall - Financial Times.

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