Communication

Communication
CASE STUDY

HL MUHAMMAD SAHIDAH
SIN YEE UMMU

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

1/11/2013 copyright www.brainybetty.com 2
2006 All Rights Reserved

Communication process


CASE STUDY
Chuck Vicente
Scold him
(sale (plant
manager, Send e-mail
manager,
NY) Mexico)
BUT

telling
Vicente’s secretary Angry
replied without with
VP sales
& telling to him him
marketing
at Mexico


Q1) Cultural Differences

Directly

Action

Less Directly

Different Culture
Rude and
Impolite
Communication

Politely

Continue…

Cultural Differences
United States Mexico
Low Power Distance High Power Distance

Monochronic Polychronic

Low-Context High-Context



Low Power Distance High Power Distance
• Uses an equalitarian • Having dramatically more
communication strategy power than a subordinate
would have
• Favour a controlling
strategy and behave like
an autocrat


Monochronic Polychronic
• This culture usually talks • Culture think that long-term
about saving time, thinking is over generations
wasting time, making and even centuries
time and spending time • More patient, less interested in
• More interested in time time management or
management and measurement and more willing
measurement to wait for rewards


Low-context High-context
• Spells out more of the • Message cannot be
information explicitly in understood without a
the message great deal of background
• Most of the information information
is expected to be in • The information is either
explicit codes, such as in the physical context or
words body language; facial
expressions and gesture


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.


Q2) Main Purpose of Chuck’s
Communication
• Tell his
Vicente problems
Ruiz • Request specific
explanation

Chuck
Moore
• Make complaint
Michael
about the
Sato situation

Q2) Factors That Should
Considered In Communication
a) 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.


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


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


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


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.


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.


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.


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

Consult others' view

Get a feedback

Build a personal communication
network

BEFORE
Chuck Vicente
Scold him
(sale (plant
manager, Send e-mail
manager,
NY) Mexico)
BUT

telling
Vicente’s secretary Angry
replied without with
VP sales
& telling to him him
marketing
at Mexico


AFTER

Chuck Vicente
(sale (plant
manager, •Direct call manager,
NY) then send Mexico)
email
•Face-to-face


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.


Communication

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