social media 2

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

Unit 2

Social Media and Telephone in Intercultural
Business

CROSS-CULTURE BUSINESS COMMUNICATION

Whoever controls the media--the
images--controls the culture.

-- Allen Ginsberg

Advertising may be described as the
science of arresting human intelligence
long enough to get money from it.

-- Stephen Leacock

CROSS-CULTURE BUSINESS COMMUNICATION
Overview

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

Learning Objectives

To know some terms related to Social Media

To know significance of social media in international business

To know barriers to intercultural business telephoning

To know what videoteleconferencing
To get the gist and necessary details of the reading and listening
materials

To know rules of social media and business telephoning in IC

3

2

1

4

5

6

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

Before
class

� Cultural Dimension Theory

� HC culture & LC culture

Explain the following theories

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

Let's read

Let's explore

Let's extend

Let's share

Let's watch and talk

Exercises

CONTENTS

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

01

Let's read

Pre-readin
g
1. Translate the following words into Chinese
within 30 seconds.

1. buyer
2. seller
3. manufacturer
4. dealer
5. supplier
6. distributor
7. retailer

2. Tell the differences
between distributor and
retailer.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

01

Let's read

Read the paragraphs and answer the questions
below.

1. If you were the DVD retailer, how
would you handle the complaint?
2.What do you think is the key to
dealing with the complaint like this?

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

01

Let's read

Q1. If you were the DVD retailer, how would you
handle the complaint?
After receiving the letter of complaint, Susan Tam
from DVD retailer Music Box Ltd, telephones
Albert Hui to discuss what compensation her
company is willing to give.

Q2.What do you think is the key to dealing with
the complaint like this?
I think being prompt and professional is the key to
solving the problem.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

Watch a video clip about Social Media and
then discuss the following questions.

A. Let's
watch

1. Why did the speaker say social media has changed
the whole world and also the world of marketing?
2. Do you think social media can help you establish
an emotional connection between your company and
your prospects? Why? 3. Do you think using social
media can cut the marketing cost? Why?

Open Ended

1. Why did the speaker say social media has changed
the whole world and also the world of marketing?
2. Do you think social media can help you establish
an emotional connection between your company and
your prospects? Why? 3. Do you think using social
media can cut the marketing cost? Why?

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

1. Why did the speaker say social media has changed the
whole world and also the world of marketing?

a. Online community can help you establish an emotional
connection between people, especially between your
company and your prospects which is essential for your
long term success.
b. Social media offers another marketing channel for
creating brand awareness, relationship building or driving
new sales. (to be continued)

Tips

Next

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

1. Why did the speaker say social media has changed the
whole world and also the world of marketing?

c. Social media is a great feedback source enabling your
prospects to communicate with your company and each
other, can greatly improve your customer service and
increase brand trustworthiness.
d. Social media leads to massive exposure due to its
worldwide access sharing capabilities in huge amount of
daily users.(to be continued)

Next

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

1. Why did the speaker say social media has changed the
whole world and also the world of marketing?

e. Social media is a major generator and it constantly
brings high volume traffic to your website.
f. Social media expand sales and reach a new audience
g. Social media cut marketing costs compared to
traditional channels.

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

2.Do you think social media can help you establish an
emotional connection between your company and your
prospects? Why?
Yes, because...
No, because...

3.Do you think using social media can cut the marketing
cost? Why?
Yes, because...
No, because...

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02
Task 2:

Let's watch

and talk

Search online for the
Do's and Don'ts about
social media, and then
share with your teacher.

A. Let's watch

Open Ended

1. 1.Why did the speaker say social media has changed the whole world and also the world of marketing? 2. Do you think social media can help between your company and your potential clients?Why? 3. Do you think using social media can cut the marketing cost? Why?

Open Ended

Social media is a double-edged sword.When enjoying the benefits, you have to know the rules. Search online for the Do's and Don'ts about social media, and then share with your teahcer.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

B. Let's talk

Dialogue 1 Social media

Task 2: Work in pairs and read the dialogue aloud.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

B. Let's talk

Dialogue 1 Social media

Task 1: Listen to the dialogue and try to fill in the
following blanks.

1. impact 2. advertisements 3. active
4. potential 5. Reputation 6. extremely
7. experienced 8. attract

Keys

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Task 2:

Let's watch

and talk

Dos

Don'ts

Create measurable
goals

Try and sell people

Build a strong network

Build your networl too
quickly

...

...

A. Let's watch

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

B. Let's
talk
Dialogue 2 Cross-cultural Communication

Task 1: Listen to the dialogue and try to answer the
following questions.

1.What's the conversation about?
2.What's the problem for Laura to understand the
customer from India? 3.What do you think is the
biggest barrier in intercultural business
telephoning?

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's watch

and talk

B. Let's talk

1.It’s a conversation about telephoning
communication barrier
2.The problem is caused by pronunciation (Indian
English), Laura could not understand what the
customer said at the beginning.
3.(Open answers)

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

02

Let's

watch and

talk

B. Let's talk

Dialogue 2 Cross-cultural Communication

Task 2: Listen to the dialogue again and then discuss the
barriers of intercultural business telephoning.

A. Language (Pronunciation)
B. Different culture background
...

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

5

Cold call

4

Business telephoning

3

Social media
advertising

2

Social media marketing

1

Social media

6

Video teleconferencing

7

Barriers to Intercultural Business
Telephone

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Social
media

Social

media is

a

form

of

electronic

communication through which users create online
communities to share information, ideas, personal
messages, and other content (such as videos), Social
media encompasses a wide range of websites and
apps.

List famous social media you
know...

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Social
media

What can we do through social media?

A. Chatting / Communicating with friends
B. Advertising through social media
C. Expressing ideas on sth.
...

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Social
media

What do you think a company can do through social

media?

A. Recruiting ...
B. Advertising ...
C. Marketing ...
D. Posting ...
E. Communicating with customers
...

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Social media
marketing
Social media marketing is a technique businesses used

to create awareness for their brand on social media
platforms.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Social media advertising

Social media advertising, or social media targeting,

are advertisements served

to

users

on social

media platforms.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Social media advertising

（视频时长：0153）

Watch a video clip about Social Media Advertising and you
may have a better understanding of the term.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Business telephoning

Business telephoning is an important

part

of

business

communication,

which can be used to deal with many
business

affairs

like:

buying,

checking,

asking,

confirming,

enquiring, requesting, chasing up
payment,

changing

or

canceling

orders,

and

handling

customer

complaints, etc..

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Cold call

Cold call is a telephone call or visit made to someone
who is not known or not expecting contact, often in
order to sell something. The word “cold” is used
because the person receiving the call is not expecting
the call or has not specifically asked to be contacted
by the sales person.

Share your experiences of receiving / calling
cold calls.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Video teleconferencing

Teleconferencing is a technology using

telephones and video equipment to have a
meeting with people who are in different
places.

Video teleconferencing (VTC) becomes more and
more popular in recent decades, which facilitates
the communication and interaction of two or more
users through a combination of high-quality audio
and video over Internet Protocol (IP) networks.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Video teleconferencing

（视频时长：0347）

Watch a video clip about Introduction to Video Conference and
you may have a better understanding of the term.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

03

Let's share

Barriers to intercultural business
telephone

Business telephoning across cultures presents more
problems than written communication. The barriers
are usually caused by pronunciation, voices and
idiomatic expressions

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

04

Let's

explore

1. Brainstorming:

Listing English expressions you like to use in social
media or telephone communication

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

04

Let's

explore

2. Work in pairs and practice business telephoning

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

05

Let's extend

Discussi
on

Pre-readin
g

1. Advantages & disadvantages of communicating with

telephones

2. How to communicate with foreigners through

telephone

Multiple Choice

What qualities does the author emphasize in telephone conversations?

• Confidence and assertiveness

• Humor and wit

• Humor and wit

• Efficiency and speed

Multiple Choice

What does the author emphasize in intercultural communication on the telephone?

• The importance of language proficiency

• The significance of non-verbal communication

• The role of technology in communication

• The importance of considering cultural norms and showing goodwill

Reorder

根据课文内容排序以下句子。

• In Italy and the UK, conversation is a form of entertainment.

• The absence of non-verbal cues in telephone communication makes the choice of voice and vocabulary crucial.

• When speaking with people whose native language is not English, they might leave gaps and silences.

• North Americans and the British tend to use first names quickly in communication.

• People generally don't mind if foreigners break their cultural norms, as long as they sense consideration and goodwill.

1

2

3

4

5

• 1
• 2
• 3
• 4
• 5

Match

Match the following statements with the correct countries or regions:

• A. Conversation is a form of entertainment.

• B. There is a higher value placed on listening..

• C. Use first names very quickly in communication.

• D. Instant familiarity by using first names is less acceptable.

Italy and Britain

Finland and Japan

North Americans and the British

Rest of Europe and Asia

• Italy and Britain

• Finland and Japan

• North Americans and the British

• Rest of Europe and Asia

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

05

Let's
extend

2. Structure of the text

Part 2

Part 3

Part 1

Topic ( Para 1):
Different attitudes to
communication.

View (Para 2):
Telephone conversations
in intercultural business
require skill and
preparation.

Guidelines (Para 3-11):
Helpful guidelines when
communicating with
foreigners through
telephone.

Intercultural Communication on the Telephone

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

05

Let's
extend

3. Critical thinking

How far do you agree with these
guidelines for effective
communication on telephoning ?
Could you offer more
suggestions?

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

I. Decide whether the following statements are true
(T) or false (F).

1. F 2. T 3. F 4. F 5. T

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

II. Complete the following conversation with
sentences or phrases in the box.

1. E 2.D 3.A 4. C 5. B

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

III. Case Study

Case 1

Open answers

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

III. Case Study

Case 2

1.The French woman felt hurt because the caller
simply asked for somebody else without identifying
himself and conversing with her.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

III. Case Study

Case 2

2. In France, an apology for disturbing the answerer is
normal in the beginning of a call. They are also
expected to begin the call by checking they have
reached the right number. In the U.S, the callers
apologize only when they feel they have called at an
improper time, they often asked for the intended
addressee without identifying themselves or conversing
with the answerer.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

1.D 2. C 3.A 4.D

IV. Reading comprehension

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

V. Watch a video clip about Telephone Skills for
Better Service , and then answer the following
questions.

1. What’s the probable relationship between Grace
and Lindsay?
2. Do you think Lindsay is a qualified receptionist?
Why or why not? 3. Illustrate the significance of a
receptionist of a company.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

（视频时长：0348）

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06

Exercises

1. What's the probable relationship between Grace
and Lindsay?
Workmate/ Colleague

2. Do you think Lindsay is a qualified receptionist?
Why or why not?
I don't think so, because she is not professional:
wrote contact information of a customer on a scrip
and didn't get enough information of customer.

Tips

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06
3. Illustrate the significance of a receptionist of a
company.
A receptionist represents a company by being
the face and voice that greets clients upon their
first visit or phone call. The receptionist's ability
to create a good first impression is an important
component of the business's overall success.

(to be continued)

Exercises

Next

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

06
3. Illustrate the significance of a receptionist of a
company.
There are common skills and qualities of a receptionist
that are necessary for any job:
A. Communications Skills
B. Ability to Be a Team Player
C. Computer Literacy
D. The Right Personality

Exercises

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

07

Self-assessme

nt

Directions: Use the checklist below to evaluate your performance.
(A-Always; B- Frequently; C- Sometimes; D- Rarely)

Knowledge

A B C D

I know what is intercultural business
telephoning.

I know the roles of social media in
intercultural business.

I know what is cold call and what is video
teleconference.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

07

Self-assessme

nt

Directions: Use the checklist below to evaluate your performance.
(A-Always; B- Frequently; C- Sometimes; D- Rarely)

Skills

A B C D

I can communicate with foreigners on the
phone.

I can get the useful information quickly with
social media.

I can do some right and useful things with the
help of social media.

I can share my own idea in English on some
heated topics of social media.

Poll

I know what intercultural business telephoning is.

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

07

Self-assessment

Notes for improvements

Draw a face to show how confident you are about this Unit
● Smiley face= ready to move on

● Neutral face = fairly confident

● Sad face = not confident, need to review

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

08
1. Design an advertisement of a product/service in

English

2. Preview unit 3

Assignmen

ts

CROSS-CULTURE BUSINESS COMMUNICATION CROSS-CULTURE BUSINESS COMMUNICATION

THANKS