A202SAM Effective Communication Skills 2
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Running head: A202SAM EFFECTIVE COMMUNICATION SKILLS 2
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A202SAM EFFECTIVE COMMUNICATION SKILLS 2
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A202SAM EFFECTIVE COMMUNICATION SKILLS 2
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A202SAM Effective Communication Skills 2
Coursework One (LO1 and LO2)
The following case study is an outline of a miscommunication scenario that occurred
between myself and Rio, a Chinese co-worker. My task, as a marketing manager, was to
discuss important details of a marketing campaign with Rio. Rio is an inherent Chinese speaker
with professional marketing skills. He has gained immense exposure working with different
individuals across the world. However, despite this exposure, Rio lacks significant
communication skills.
The main concern occurred when we were pointing out the significance of the project
and I suggested that we could make a few amendments. My intention was to improve the
relevance of the project to make it more successful. Although Rio listened carefully to my
suggestions, he only responded by nodding. Rio did not provide further details or opinions to
show his approval or rejection of the proposal. I became unsatisfied with his lack of engagement
because I was expecting to have a thorough scrutiny of what our project will entail.
As a result, I requested another meeting with Rio the following day to raise these
concerns. He appeared frustrated with my reaction. He expressed that in Chinese culture,
nodding the head is not a definitive answer. Also, a “yes” is not a sign that you agree with
someone. Rio added that it is unusual in Chinese culture for a person to directly disagree with
something. Observing and maintaining relationships is one of the critical ways that enhance
effective communication (Gamble & Gamble, 2013). Therefore, Rio’s silence did not reflect his
lack of engagement with me.
Clearly, the miscommunication between Rio and me is connected to different reasons,
including disparities in cultural prospects and styles. Western cultures allow individuals to
express themselves directly and reasonably. On the contrary, communication in Chinese culture
is more reserved and incidental. This is a problem that often leads to misinterpretations because
the recipient may have a diverse perception regarding the lack of engagement and consider it
as a disagreement (Nishimura et al., 2008). Another concern was our diverse expectations
about how to participate and engage in discussions. Western cultures invite active engagement
and participation in discussions. The Chinese culture encourages observation and listening
before engaging in a discussion. While this is a good idea, more often than not, recipients tend
to have a wrong interpretation of the sender’s lack of participation. The use of non-verbal cues
when communicating also contributed to ineffective communication between Rio and me. The
Chinese culture allows the use of non-verbal cues but in a more subtle and reserved manner.
A202SAM EFFECTIVE COMMUNICATION SKILLS 2
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This is contrary to the Western cultures that allow the use of facial expressions and gestures to
stress opinions or emphasize an idea (Van Dyne et al., 2012).
From the concept of cultural dimensions theory, it is possible to understand the lack of
effective communication between Rio and I. Hofstede’s cultural dimensions or values offer a
framework whereby sociologists can explain the cultural effects on the values of members and
how the values connect with individual behaviours in a specific culture (Schooler & Hofstede,
1983). According to this theory, different cultures tend to have specific styles of communicating
based on their beliefs and values (Merkin, 2000). As a result, this influences how they interact
and associate with others. The cultural disparities between Rio and I led to communication
differences, which ultimately led to a communication breakdown.
Another important concept can be derived from Hall’s context theory, which provides that
different cultures behave and communicate differently (Hall, 2017). This theory suggests that
individuals from low-context cultures communicate explicitly while those from high-context
cultures communicate implicitly. Western cultures are usually low-context, which signifies their
explicit communication style. However, Chinese culture is high-context, implying that their
communication is implicit through verbal cues. The disparities in our styles of communication
created misunderstandings because I was not able to interpret the supposed message as
conveyed by Rio.
Different communication strategies can be used to help acquire a better comprehension
in the future and eliminate the cultural disparities mentioned above. One of the strategies is
creating a rapport that enhances the trust and understanding of the involved parties. This idea is
critical in intercultural communication and could be achieved if individuals show an open interest
in understanding the values, beliefs, and culture of the other person (Macintosh, 2009). More
so, individuals need to be aware of the cultural values and norms of other people.
Comprehending these values and norms is significant in avoiding misunderstandings. This
strategy can be achieved if individuals research the culture and seek feedback from their
concerned culture (Ramirez Marin et al., 2019). Being aware of the non-verbal cues used by
others is another strategy that can help increase understanding between individuals. Paying
attention to non-verbal expressions such as tonal variation, gestures, and facial cues can help
convey the intended meaning in different cultures (Phutela, 2015). If individuals are mindful of
such cues, it is possible to eliminate misunderstandings. Additionally, individuals need to
employ active listening as a catalyst to increase communication. Rather than concentrating on
their expectations, individuals could pay attention to the reaction shown in response to their
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message (Weger Jr et al., 2014). This tends to send essential feedback that helps individuals
comprehend how their message is received on the other end.
A202SAM EFFECTIVE COMMUNICATION SKILLS 2
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Coursework Two (LO3)
Improving personal development and individual awareness is critical. This self-reflection
journal is an essential aspect of my personal and professional growth. It reflects how my
professional and personal weaknesses have influenced my development. Also, it presents a
SMART action plan on how to deal with my weaknesses.
“Johari’s Window model” is the most convenient one to use to introduce myself as it
achieves the task of enhancing communication and comprehension of oneself (Saxena, 2015).
This model is founded on two essential ideas–trust is developed when information about a
person is exposed to others and when individuals learn about themselves from the feedback
acquired. Based on this model, individuals tend to have various levels of self-disclosure and
individual awareness, which are divided into four quadrants. Two of these parts portray personal
information. The other two are unknown to oneself but known to others. The information is
passed from one part to the other as a result of mutual connection and trust, which is acquired
through socialization and feedback gained from group members.
I work as a marketing manager. My co-workers know a little about me because I do not
expose myself beyond my professional life. In this case, the hidden and unknown areas are
larger in the quadrant while the open area is small. Since my co-workers know little about me,
the blind spot is also smaller. I spend most of my free time in the office, perhaps drawing or
playing my favourite video game. This is my preferred way of passing time. My co-workers find
me very indefinable and shy. Sometimes, such an appraisal makes me want to be more
interactive and talkative with others. Indeed, this has helped me increase my open area, making
the unknown and hidden areas smaller. Therefore, I would say that my open self is a little bit
reserved, inspired, and fervent. However, I struggle with project completion, especially on tight
schedules because I usually procrastinate things and lose focus easily. This area is my blind
self as others might see it but I am oblivious to it. On the contrary, I am reflective and always
find a way to improve myself, which makes my unknown self quite bigger. I possess strong
interactive skills and a passion for helping others, which seems to be part of my hidden self.
Further, the SWOT model will help assess my strengths and weakness. In terms of
strengths, I have strong analytical skills, which have helped me analyse work and personal life
scenarios and allowed me to make informed choices in life. In my professional life, this strength
has added significant benefits because I have gained deeper insights into solving compound
issues within the required timeframe. The other strength is improved strategic thinking, which
has helped me become a great thinker and plan my future effectively. I have understood the
essence of time management and the need to prioritize tasks, professionally and personally.
A202SAM EFFECTIVE COMMUNICATION SKILLS 2
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However, I suffer from several drawbacks. One is a lack of adaptability because I do not
deviate a lot from my routines and plans even when events change. The lack of adaptability
makes it challenging for me to be flexible to new changes and sometimes hinders my
opportunity to advance professionally. Another weakness is related to my inability to express
emotions. As mentioned above, I am a little bit reserved, which makes it challenging for me to
express what I feel. At times, this creates misunderstandings in my personal life and hinders my
professional relationships with clients and co-workers.
To counter my weaknesses and heighten my professional and personal growth, below
are two SMART action plans I have developed. The first model looks at how I can increase my
adaptability. I intend to heighten my adaptability and flexibility when circumstances change. I
plan to track my growth by evaluating the amount of time I use to adjust to situations and the
number of times I can change my plans to align with the new changes. This is an achievable
goal as I am ready to put in the necessary effort to improve my adaptability and flexibility skills.
Additionally, this is a realistic goal as I recognize the need to be flexible in my professional and
personal life. Therefore, within the next five months, I plan on working towards achieving this
goal. The second model looks at how I can advance my emotive expression. I intend to
heighten my capacity to express myself in a productive and healthy way. I will track my growth
by evaluating my relief level while expressing myself, whether in a professional or personal
context. This is an achievable goal since I am willing to find out areas and resources that can
support my emotive expression. Also, it is a realistic goal since I understand the need to
express myself effectively and how this can contribute to achieving a strong professional and
personal life. I plan to work towards accomplishing this goal in the next eight months.
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References
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Macintosh, G. (2009). The role of rapport in professional services: antecedents and outcomes.
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Merkin, R. S. (2000).
A cross-cultural examination of facework communication: An application of
Hofstede's cultural dimensions
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Nishimura, S., Nevgi, A., & Tella, S. (2008). Communication style and cultural features in high/low context communication cultures: A case study of Finland, Japan and India.
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Saxena, P. (2015). Johari Window: An effective model for improving interpersonal communication and managerial effectiveness.
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