communication strategies-cross-cultural

COM 2301, Professional Communication 1

Course Learning Outcomes for Unit II Upon completion of this unit, students should be able to:

2. Develop communication strategies for various cross-cultural workplaces. 2.1 Discuss conflict causers within a workplace setting.

5. Analyze workplace situations for successful professional communication with diverse audiences.

5.1 Recognize how cultural differences may cause workplace conflict.

6. Illustrate appropriate problem-solving skills for effective professional communication. 6.1 Describe communication tools used to resolve conflict in the workplace.

Course/Unit

Learning Outcomes Learning Activity

2.1

Unit Lesson Video Segment: “Conflict Definition” Video Segment: “Conflict Styles” Video Segment: “Skills Required for Conflict Resolution” Video: How Can Having Good Listening Skills Make You a Better

Communicator Video: Ted Talks: Leah Georges – How Generational Stereotypes Hold Us

Back at Work Video Segment: “Behaviors That Elicit Resistance” Video Segment: “Behaviors That Elicit Cooperation” Video Segment: “Overview of Conflict and Resolution” Article: “Ask Your Employees: How Can I Help” Article: “Growing Trust with Your Employees” Article: “Reducing Stress: Suggestions for Healthcare Practitioner’s in ICU

Settings” Article: “Getting the Balance Right: Are Your Soft Skills Losing Your

Organization Money?” Unit II Assignment

5.1, 6.1

Unit Lesson Video Segment: “Conflict Definition” Video Segment: “Conflict Styles” Video Segment: “Skills Required for Conflict Resolution” Video: How Can Having Good Listening Skills Make You a Better

Communicator Video: Ted Talks: Leah Georges – How Generational Stereotypes Hold Us

Back at Work Video Segment: “Behaviors That Elicit Resistance” Video Segment: “Behaviors That Elicit Cooperation” Video Segment: “Overview of Conflict and Resolution” Article: “Ask Your Employees: How Can I Help” Article: “Growing Trust With Your Employees” Article: “Reducing Stress: Suggestions for Healthcare Practitioner’s in ICU

Settings” Unit II Assignment

UNIT II STUDY GUIDE Workplace Relationships

COM 2301, Professional Communication 2

UNIT x STUDY GUIDE Title

Required Unit Resources In order to access the following resources, click the links below. Videos The transcripts for these videos can be found by clicking the “Transcript” tab to the right of the videos in the Films on Demand database. ClickView Pty Limited (Producer). (2009). Behaviors that elicit resistance (Segment 5 of 8) [Video]. In

Understanding the nature of conflict. Films on Demand. https://libraryresources.columbiasouthern.edu/login?auth=CAS&url=https://fod.infobase.com/PortalPl aylists.aspx?wID=273866&xtid=41134&loid=129169

ClickView Pty Limited (Producer). (2009). Behaviors that elicit cooperation (Segment 6 of 8) [Video]. In

Understanding the nature of conflict. Films on Demand. https://libraryresources.columbiasouthern.edu/login?auth=CAS&url=https://fod.infobase.com/PortalPl aylists.aspx?wID=273866&xtid=41134&loid=129170

ClickView Pty Limited (Producer). (2009). Overview of conflict & resolution (Segment 7 of 8) [Video]. In

Understanding the nature of conflict. Films on Demand. https://libraryresources.columbiasouthern.edu/login?auth=CAS&url=https://fod.infobase.com/PortalPl aylists.aspx?wID=273866&xtid=41134&loid=129171

Articles Gawade, A., & Patching, A. (2017, September). Getting the balance right: Are your soft skills losing your

organisation money? Building Economist, 38–40. https://libraryresources.columbiasouthern.edu/login?url=https://search.ebscohost.com/login.aspx?dire ct=true&db=bsu&AN=126730913&site=ehost-live&scope=site

Gordon, B. L. (2020, November 12). Ask your employees: How can I help? BEEF.

https://link.gale.com/apps/doc/A641327946/ITOF?u=oran95108&sid=ITOF&xid=7b8a248c Johnson, B. (2020, May 27). Growing trust with your employees. Southwest Farm Press.

https://link.gale.com/apps/doc/A625010743/ITOF?u=oran95108&sid=ITOF&xid=beea6e53

Tilwe, K. (2020, December 29). Reducing stress: Suggestions for healthcare practitioner’s in ICU settings. Medgate Today. https://link.gale.com/apps/doc/A646927537/ITOF?u=oran95108&sid=ITOF&xid=f3c26e02

COM 2301, Professional Communication 3

UNIT x STUDY GUIDE Title

Unit Lesson

Overview

This unit will focus on workplace relationships and conflict within these relationships. This unit will also focus on communication tools that can be used to resolve this conflict and reduce workplace stress.

Workplace Relationship Types Think of the many types of relationships you have at work:

• Customer/Client/Patient and Employee • Employee and Employer/Supervisor • Coworker and Coworker

Can you add to this list? Now, think about which type of work relationship you value the most. Is it between you and your coworkers? You and your supervisor? You and the customer? Why is this your most valued work relationship? Now, consider how you maintain these valued relationships? The answer is communication.

Workplace Conflict Causers Those of us with the strongest communication skills have learned that no matter how valued the work relationship is, conflict can challenge that relationship. What can cause workplace conflict? In Unit I, we examined noisemakers, such as

• perception, • self-concept, • language, • nonverbal communication, and • listening.

Unit I also examined communication barriers, including

• physical and organization, • emotional and nonverbal, • cultural and language, and • written.

COM 2301, Professional Communication 4

UNIT x STUDY GUIDE Title

Finally, we explored communication principles, including

• unavoidable, • irreversible, • symbolic, and • learned.

Workplace conflict can arise when the receiver is prevented from receiving the message as the sender intended; no matter if that sender or receiver is a coworker, patient, customer, or supervisor. These noisemakers, barriers, and principles can prevent the communication process from even taking place not only at home but also at work. To learn more about conflict, watch this “Conflict Definition” video segment. The transcript for this video can be found by clicking the “Transcript” tab to the right of the video in the Films on Demand database. Noisemakers, barriers, and principles are conflict causers. However, with our workplaces growing ever more diversified, culture can also be a conflict causer. Culture is even listed as a communication barrier. Moreover, culture can also affect how we perceive our world and ourselves, how we speak (verbally or nonverbally), and how we listen—or not listen. For example, if your company has ever transferred you or if you are in the military and were assigned to a new post, you may have experienced culture shock. You may have had to learn not only your new state or country’s cultural norms but also your new workplace’s cultural norms. How did this effect your workplace communication? Did conflict arise? It is not only a new workplace but also those we work with who can create conflict. Leah Georges notes in her TEDTalk (TED, 2019) that today’s workplaces can have five generations working together—or attempting to work successfully together. How can working in a group with members ranging from ages 18 to 70 create conflict? Do we have certain stereotypes of each generation? Watch the video TEDTalks: Leah Georges—How Generational Stereotypes Hold Us Back at Work.