Com 105: Lecture Notes/ Study guide Exam 13/19/2013 12:48:00 PM

Monday 8/18 Todd Norton, or Mnorton tmnorton@wsu.edu 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. Its 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 Id be a Thug. But Im White, so its 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 Stability Where is the cause of the behavior located? Such as: internal psychological factors vs. external context factors

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 persons 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 ones successes to stable internal causes and ones 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 ones 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- Im Todd, or Im 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 (FTAs) FTA: Communicative actions which could cast the target of the FTA in a negative light Such as: Criticism FTAs 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 How do Managers must be aware of Context Companies need to understand how others perceive relationships Managers need to be aware of different cultural working norms 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 dont 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 dont know him or her very well?

In our culture we over dress, use more formally if we dont 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 countrys 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 persons 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 Geographics 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 dressesexcept 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 dont 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 dont know as much as you think you do about the other partys 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 Colgates Distasteful Toothpaste 2 real world events where communicating was used Clash of cultures Fact file Colgates international sales represent 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 1920s 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 Didnt 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 isnt 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

Dos and Donts 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: Shes 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 shes 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 Apples handling of the Foxconn-labor scandal is an important example of international/intercultural communication. Whats wrong with it?

o Intro should offer more background and preview the papers 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 conditions in Foxconns plants first broke in 2007 was that Foxconn had been audited and found mostly compliant with Apples standards (Dean, 2007). Whats wrong with it? 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. o Whats 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, its most recent successes might have given the public a better image of Apple, instead, the Foxconn scandal had stayed around in peoples minds, becoming entrenched. Whats wrong with it? (grammar matters) o Its 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?