COS1A11 : Revision questions for Tutorials week 21 25 May

SECTION A :

CASE STUDY

Read the case study below and answer the questions that follow. 1 Robin Gibson is the CEO of Megatronics, a highly successful company in the electronics industry. Megatronics is currently exploring methods of preventing bank card skimming and cloning of bank cards. Fraudsters continuously find innovative ways of defrauding bank clients when they make use of their bank cards for payments at retailers or withdrawals at ATMs. Robin put together a task team of experts consisting of German and Chinese Engineers who have been working together for over a year on various bank card scams. 2 On the surface, this team venture in the electronics industry seems to be going well. But tension starts to develop in the team. The strained atmosphere becomes evident during a staff meeting where members of staff from the different cultural groups were reluctant to engage in discussion with each other. Robin decided to instruct one of his senior managers to investigate the reasons for the teams despondency and the obvious tension that had developed between the two groups. He sends Tim Juan, the senior manager HR, a memorandum briefly outlining the issue and vague guidelines regarding his task. 3 Tim Juan, although unhappy with the abrupt instructions, decided to start by interviewing members of the two cultural groups to get an idea of their perceptions on the problems. There are six Chinese and seven German members on the team. In addition to these interviews he realizes that he has to conduct other methods of acquiring information in order to provide his boss with a substantive report. He spends some time deliberating his strategy before he talks to anybody. 4 This is the feedback he gets after interviewing representatives from both sides. 5 The German manager's view of the Chinese: "We are impressed by our ambitious Chinese colleagues and their speedy reactions. They seem keen to learn and are very open-minded. What is not so good is that they aren't prepared to take responsibility or follow agreed procedures. They think in a hierarchical way and there is very little horizontal communication. They seem reluctant to take the initiative or make independent decisions. Recently, they have started to turn up late to meetings or not come at all.

COS1A11 : Revision questions for Tutorials week 21 25 May

When we ask them about a problem, they often beat about the bush, and it is very difficult to know what they are really thinking. They smile politely and say yes, but don't do anything. I wish they'd put their cards on the table and tell us directly if they have a problem with something. We've hired quite a few new Chinese colleagues but, although they have excellent qualifications on paper, we've been disappointed with their performance. The other issue is loyalty. We hire them, train them and then they leave and join one of our competitors." The Chinese manager's view of the Germans: "The Germans are excellent planners, and they think very logically. We like their focus on quality and their disciplined, straightforward approach. They like China and clearly enjoy themselves when they come to see us in Shanghai. On the other hand, they don't seem to trust us. They don't give us any real responsibility. Instead, they set up complicated processes that just slow everything down and stop us from reaching our targets. They waste time with too many meetings. They are never available when we need them - you can rarely get them at the weekend and they often seem to be away on holiday. If we can't get an answer to our questions quickly, we have a problem with the deadlines that they have set for us and keep insisting on. Also, some of the team have been shocked by the way the Germans behave in their free time in China. Maybe there are too many temptations in Shanghai. They complain about the Chinese stealing Western know-how but, at the same time, if they have a few hours free before their flight to Germany, they go to the fake market and buy watches and clothing for their family and friends."

QUESTION ONE Answer the following Questions 1.1 1.1.1 1.1.2 1.1.3 1.2 1.3 Refer to paragraph 2. Identify the following: message channel medium Comment on the instructions Tim Juan received regarding his task?

(3) (2)

Identify 3 issues that interfere with intercultural communication between the Chinese and the Germans. Provide examples from the text to support each issue. (2x3) (1) (1)

1.4.1 What is stereotyping? 1.4.2 Identify an example of stereotyping from the text.

COS1A11 : Revision questions for Tutorials week 21 25 May

1.5.1 Robin Gibsons instructions to Tim Juan is an example of which direction of communication? upward communication; downward communication; or diagonal communication (1) 1.5.2 Write down one function of this type of communication. (1) [15] QUESTION TWO: MEMORANDUM Write a memorandum from Robin Gibson to Tim Juan requesting him to investigate the reasons for the tension between the Germans and the Chinese employees. Provide all necessary details to write a complete memorandum. Mark Allocation: Content: Language and Style: 8 7 [15] QUESTION THREE: REPORT WRITING

Imagine that you are the senior manager who has been instructed to investigate the tension between the Chinese and the Germans. Write only the following sections of the investigative report as requested by Robin Gibson. Use the following rubric when drafting your report. 3.1 3.2 3.3 3.4 Title Terms of Reference Procedures (2) (2) (5) (4) (3) (3) (3) [20]

Recommendations (3) Language and style Format

COS1A11 : Revision questions for Tutorials week 21 25 May

QUESTION FOUR:

BUSINESS LETTERS

Robin Gibson receives the Investigative report compiled by Tim Juan. Based on the recommendations, he decides to write a letter to Straight Talk - a business Communication Skills training company to enquire about workshops on multicultural communication in the workplace. Compile the letter that Robin Gibson would write to Straight talk.

Mark Allocation: Content: Language and Style: 12 8 [20] SECTION B: QUESTION FIVE Read the following extract and complete the tasks that follow. SUMMARY AND PARAGRAPH WRITING

The Art of Conversation

It is natural to feel nervous in a new situation. Walking into a room full of people without knowing a soul can be a daunting task, but is is important to realize that almost everyone is nervous when facing a room full of strangers. The approach of the first day at school or a party where you won't know anyone can be made easier if you know what to do. Developing a bag of tricks can help get you through some of those tough situations. To begin, set a goal for yourself. For example, you can decide that at the end of this school day, or by the end of this party, you will have spoken to at least three new people or will have had a conversation with at least one new person. Remember, these don't have to be make-it-or-break-it conversations. Simple exchanges of a few remarks will suffice. Now, how do you get started? Just walking into a room full of strangers is intimidating for most people. In fact, most people feel off-balance entering a room where everyone is talking a mile a minute or seems to know someone else. If you take a minute to get your bearings, however, you will inevitably find another lone soul looking as nervous as you feel. Go up to that person and introduce yourself. You will almost always be rewarded with a sigh of relief and a smile. Remember, others are in the same boat as you are.

COS1A11 : Revision questions for Tutorials week 21 25 May

Beginning a conversation is not that hard. Expert conversationalists say it is all right to open with a clich. Don't worry about sounding dull. Clichs are good for starting conversations because everyone can relate to them. What do you mean by a clich? The weather, movies, sports, or other universal topics are of interest to everyone. If you are in a classroom, you can talk about the course or the school. If you are at a party, talk about how you know the host or hostess. Asking questions is a great way to keep a conversation going, but it is important to ask the right kind of questions. Asking a 'yes or no question' can stop a conversation dead in its tracks. 'WH-questions' prompt discussion because the answers will be longer. Good questions begin with 'Why', 'How', 'What do you think about ...?'

When another person is speaking, most people use that time to think of their next witty comment or question. Doing this can cause you to miss what the person is saying. Listening is an important part of carrying on a conversation. Good conversationalists are invariably good listeners. So, the next time you are engaged in a conversation, instead of trying to come up with a clever line, focus on listening and responding in a genuine way to what the person has said. To show interest, it is important to make eye contact frequently. This does not mean staring into someone's eyes relentlessly. Doing so will only make the person feel uncomfortable. On the other hand, letting your eyes drift around the room gives the impression that you are looking for someone more interesting to talk to. The key is to make eye contact, then take your eyes off the other person briefly when it's your turn to talk. When you are engaged in a conversation, ask questions and respond to comments. It is important to keep up your end of the conversation by talking about yourself and your ideas. After all, you can't expect the other person to keep the ball in the air alone. Remember that you are an interesting person too. However, be careful not to go overboard. The number one turn-off for most of us is listening to other people go on and on about themselves. Nobody likes to listen to someone who constantly uses the word 'I'. There are other important qualities in the art of conversation. One of the most important is a sense of humour. Everyone appreciates a chance to laugh or chuckle at a funny story or joke. Be careful in your selection, though. Racial or sexual humour can offend others, and reflects poor judgment on your part. Cultivating a wide range of interests can be of help in almost any social situation. You can be up-to-date on current events by reading newspapers and magazines. Lastly, be enthusiastic and upbeat. When you are enthusiastic, people feel that you are interested in what they are saying. Do not be afraid to show enthusiasm, and use positive reinforcement whenever possible. ( adapted: http://www.englishdaily.com)

COS1A11 : Revision questions for Tutorials week 21 25 May

5.1 5.2

Write a point form summary of the text The Art of Conversation.

(5)

Write a paragraph summarising how one can have a good conversation with a stranger. Your paragraph should be about 10 12 lines. Content: Language and style: (10) (5) [20]