- Chapter five introduces three dimensions of communication styles: high-/low-context, direct/indirect, and elaborate/understated. Please define communication styles and the three dimensions of communication styles that are characteristics of different cultures. Then use examples to illustrate the differences between these styles.
- Use one or two dimensions of the above communication styles to analyze the communication breakdown that happen in the following communication scenario.
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Rebecca: |
We really need to get all of the customer service representatives trained on our new process in the next two weeks. Can you get this done? |
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Ranjani: |
That timeline is pretty aggressive. Do you think it’s possible? |
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Rebecca: |
I think it will require some creativity and hard work, but I think we can get it done with two or three days to spare |
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Ranjani: |
Ok. |
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Rebecca: |
Now that our business is settled, how is everything else? |
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Ranjani: |
All’s well, although the heavy monsoons this year are causing a lot of delays getting around the city. |
Two weeks later…
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Ranjani: |
We’ve pulled all of our resources and I’m happy to say that 60% of the customer service representatives are now trained in the new process. The remaining 40% will complete the training in the next two weeks. |
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Rebecca: |
Only 60%? I thought we agreed that they all would be trained by now! |
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Ranjani: |
Yes . The monsoon is now over so the rest of the training should go quickly. |
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Rebecca: |
This training is critical to our results. Please get it done as soon as possible. |
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Ranjani: |
I am certain that it will be done in the next two weeks. |
Note: Monsoon is a seasonal prevailing wind in the region of South and Southeast Asia, blowing from the southwest between May and September and bringing rain (the wet monsoon ), or from the northeast between October and April (the dry monsoon ).