BUSINESS WORKSHOP 8 (P.

96-97)
LÀM BÀI TẬP 1, 2A, 2B, 3A, 3B VÀ 4A 4B.
TỪ HIGHLIGHT LÀ TỪ MỚI
NHÓM EM CÓ THỂ CHỌN THÊM TỪ ĐỂ GIẢI THÍCH

Background
EX1: Read the background and answer the questions with a partner.

1
What sort of company is DaneAv?

2
What is the main language of communication within the company?

3
What problem is DaneAv currently experiencing?

4
Have you ever experienced a communication problem because of language or culture? What
happened?

5
When people are communicating in a second language, what can they do to try to make sure they have
communicated clearly? BỎ

BACKGROUND

DaneAv is a Danish manufacturer of aviation navigation equipment. They have subsidiaries in

Vietnam and China, where they make their products, and sales and support offices in Hong Kong,
Durban, Dubai, Paris and San Francisco. Employees in all of the offices communicate with each other
on a regular basis using email, text messaging, video conferencing, telephone calls and face-to-face
meetings – always conducted in English. While the business is generally very successful, employees at
all levels in the company often complain that they feel that clear communication can be a real problem,
and that misunderstandings are common. Some employees have even said that simple communication
problems with days, dates and numbers have led to lost business. Top management is aware of the
problem and would like to solve it, but they aren't sure what to do.

Identifying communication problems

EX2A Listen to two DaneAv employees talking about communication problems. From the list below,
choose the type of communication problem (a–d) each speaker is having.

a an accent that is very difficult to understand

b different cultural approaches to communication
c important information not shared
d paperwork overload
Speaker 1
Speaker 2

EX2: Identifying communication problems

B Listen again and answer the questions.

1a
Which two nationalities were involved in the situation?

b
What did the speaker expect of the dinner meeting?
c
What did the speaker learn?

2a
How often is the speaker supposed to provide a sales activity report?

b
How often would she like to write the report?

c
How does she describe the performance of the sales team?

EX2: C Answer the questions.

1
How would a Vietnamese businessperson travelling to South Africa probably expect to do business?
And what would he/she probably experience doing business in South Africa? How do you think he/she
would feel about it?

2
Which culture is more like your home culture – Vietnam or South Africa? BỎ

SCRIPT BW 8.01 (P.152)

Speaker 1

I'm based in Durban, in South Africa, but I sometimes visit our production facility in Vietnam, near
Hanoi.

On my first visit there, I was introduced to the top management of our subsidiary soon after I arrived.

My visit wasn't very long, and we had some important business to discuss.

I expected to meet people, have a short conversation, then get down to business.

On the first day, we went to the factory in the afternoon, and I had a tour.

That was interesting, but not very useful to me.

Then we went out for dinner.

I expected this to be a business dinner, but my hosts never mentioned work, and whenever I tried to go
onto that topic, they changed the subject quickly.

We finally discussed business on the second day.

The whole experience really confused me.

It was only later that I learnt about how important it is in Vietnamese business culture to get to know
people first, before talking business.

Also, apparently it's OK to talk business at lunch, but almost never at dinner.

Now that I understand, it makes a lot of sense.

I like it, actually.

I guess they think we South Africans are probably too direct!

Speaker 2

I completely understand that the management needs to know what the sales team is up to – what we're
doing.

The business depends on our performance.

But a few months ago, they asked us to write a weekly report of our sales activities.

Before that, it was a monthly report, which I liked.

But a weekly report – it's too much, a real pain.

I really need to focus on selling.

And do the managers really want to read a weekly report from sales reps all over the world?

Don't they have more important things to do?

I would understand if the sales team were failing, but we aren't failing.

The last couple of years have been outstanding for the business.

This is a case of too much communication – too much paperwork.

EX3 Identifying communication problems

A Read the email exchange between the Denmark-based Product Manager, Frederik Jensen, and
Research and Development Manager, Mr Lau. Are the plans for Frederik's trip going well so far?
Why? / Why not?

Monday, 1 May | 16:23 Copenhagen (21:23 Guangzhou)

Mr Lau,
As you know, I'm going to Paris next Sunday, 9 May to present the HM-02 on Monday to some key
clients. I will need the new design model on that day, in the afternoon. Can you please confirm it will
be ready in Paris on Monday?
Thanks.
Frederik

Tuesday, 2 May | 9:07 Guangzhou (3:07 Copenhagen)

Frederik,
I am expecting the design model on Thursday this week and will send it out overnight immediately. It
will be in Paris on Saturday at the latest.
Mr Lau

EX3B Read the next email exchange. Answer the questions.

1
What does Mr Lau report?

2
Will Frederik need to change his presentation plans? Why / Why not?

Thursday, 4 May | 15:07 Guangzhou (21:07 Copenhagen)

Frederik,
I received the design model for the HM-02 today. However, there is a problem. The main power
switch has been placed in the wrong location. It works, but it doesn't look right. What should we do?
Mr Lau

Friday, 5 May | 8:03 Copenhagen (14:03 Guangzhou)

Mr Lau,
I was out with my family last night, so I didn't see your email until this morning. The power switch
absolutely needs to be in the right place. Please have a new design model made. How quickly can this
be done and sent out to Paris?
Frederik

Friday, 5 May | 8:05 Copenhagen (14:05 Guangzhou)

Dear Frederik
If I send it back this afternoon, we can have the new one in Paris on Monday morning.
Mr Lau

EX4
A Listen. Decide if these sentences are true or false.

1 Frederik feels that the situation is more stressful than it should be.
2 He blames Mr Lau for the incorrect placement of the power switch.
3 He doesn't understand why Mr Lau needed to ask him what to do.

EX4B Listen. Choose the correct option.

1
Mr Lau …………… the placement of the power switch was important.

2
Mr Lau asked for Frederik's advice ………………..

3
Mr Lau's actions were based on ……………….. how people should work together.

EX4 C At this point, how does Frederik feel about the situation? How does Mr Lau feel?

Think about who:

thinks the other person should have behaved differently.

has worked hard to make sure the model is correct and the presentation will go well.
wants the company to succeed.
is aware of how the other person thinks and feels. BỎ

BW 8.03 (P.152)

When I received the design model of the HM-02, I knew the problem was serious.

However, Frederik works in Head Office in Denmark, and he's above me in the company.
It's really important for employees to respect their superiors and to include them in making important
decisions, so I could never have returned the design model for the correction without first asking
Frederik.

Teamwork is extremely important in business.

It's why we are successful as a company.

Also, I knew we could supply the model just in time, so there wasn't going to be a big problem.

EX5
Solving problems
Read the email. What problem does it discuss? What solution does it offer?

Thursday, 4 May | 15:07 Guangzhou (09:07 Copenhagen)

To all employees,
We are aware that recently, many of you have felt that communication among the offices globally has
at times been difficult. We would like to address the issue by hiring a specialist consulting firm to
deliver some training in cross-cultural communication. We feel that as a global company, this will help
all of us to improve our communication skills, and increase the chances that we’re all playing by the
same rules.
We will be in touch again soon with more information about the times and locations of the training.
We will review the situation again after six months.
If you have any questions, please don't hesitate to get in touch.
Igmar

TASK: Recommend ways to improve communication

A Work in small groups. Igmar has suggested cross-cultural communication training for employees.
Decide which of these other ideas might be effective.
Gather key employees from all offices for a formal meeting to discuss ways to improve
communication
Arrange an informal weekend away for all employees at a beach resort, so people can get to know one
another
Offer employees more opportunities to work in offices outside their own country for two or three
months at a time

B Using the email from Exercise 5 as a model, write an email explaining your solution.
Remember to:
explain the problem that you are addressing.
explain the solution you have chosen.
give reasons why you think the solution will work.
invite employees to ask questions or give feedback.

C Work in pairs with someone from another group. Present your ideas. Did you reach the same
conclusions? BỎ

……………………………………..
KEY
Background
EX1 Read the background and answer the questions with a partner.

1
What sort of company is DaneAv?
They manufacture aviation navigation equipment.

2
What is the main language of communication within the company?

English

3
What problem is DaneAv currently experiencing?

communication problems

4
Have you ever experienced a communication problem because of language or culture? What
happened?

5
When people are communicating in a second language, what can they do to try to make sure they have
communicated clearly?

Possible answers: ask questions, repeat information using different words if possible, don't rush

KEY
EX2A Listen to two DaneAv employees talking about communication problems. From the list below,
choose the type of communication problem (a–d) each speaker is having.

a an accent that is very difficult to understand

b different cultural approaches to communication
c important information not shared
d paperwork overload
Speaker 1: D
Speaker 2: B

EX2: Identifying communication problems

B Listen again and answer the questions.

1a
Which two nationalities were involved in the situation?

South African, Vietnamese

b
What did the speaker expect of the dinner meeting?

He expected to discuss business.

c
What did the speaker learn?

That in Vietnam, people like to get to know each other before discussing business. Also, they rarely
discuss work at dinner.

2a
How often is the speaker supposed to provide a sales activity report?
weekly

b
How often would she like to write the report?

monthly

c
How does she describe the performance of the sales team?

outstanding

Identifying communication problems

EX2C Answer the questions. BỎ

1
How would a Vietnamese businessperson travelling to South Africa probably expect to do business?
And what would he/she probably experience doing business in South Africa? How do you think he/she
would feel about it?

A Vietnamese businessperson would probably expect to spend some time getting to know people
he/she's doing business with before talking about business. However, he/she would probably find that
South Africans tend to talk about business straightaway – over meals, for example. The Vietnamese
businessperson would probably feel that South Africans are very direct, which might feel strange and
uncomfortable.

2
Which culture is more like your home culture – Vietnam or South Africa?

EX3 Identifying communication problems

A Read the email exchange between the Denmark-based Product Manager, Frederik Jensen, and
Research and Development Manager, Mr Lau. Are the plans for Frederik's trip going well so far?
Why? / Why not?

Monday, 1 May | 16:23 Copenhagen (21:23 Guangzhou)

Mr Lau,
As you know, I'm going to Paris next Sunday, 9 May to present the HM-02 on Monday to some key
clients. I will need the new design model on that day, in the afternoon. Can you please confirm it will
be ready in Paris on Monday?
Thanks.
Frederik

Tuesday, 2 May | 9:07 Guangzhou (3:07 Copenhagen)

Frederik,
I am expecting the design model on Thursday this week and will send it out overnight immediately. It
will be in Paris on Saturday at the latest.
Mr Lau
KEY
The plans for Frederik's trip are going well. Mr Lau will be able to supply the new design model by the
Saturday before Frederik's Monday meeting.
EX3B Read the next email exchange. Answer the questions.
KEY
1
What does Mr Lau report?

There's a problem with the design model.

2
Will Frederik need to change his presentation plans? Why / Why not?

No, he won't, because the design model will arrive just in time.

EX4 A Listen. Decide if these sentences are true or false.

1 Frederik feels that the situation is more stressful than it should be. True
2 He blames Mr Lau for the incorrect placement of the power switch. False
3 He doesn't understand why Mr Lau needed to ask him what to do. True

EX4 1
Mr Lau knew the placement of the power switch was important.

2
Mr Lau asked for Frederik's advice to show respect.

3
Mr Lau's actions were based on his own cultural understanding of how people should work together.

EX4 C At this point, how does Frederik feel about the situation? How does Mr Lau feel?

Think about who:

thinks the other person should have behaved differently.

has worked hard to make sure the model is correct and the presentation will go well.
wants the company to succeed.
is aware of how the other person thinks and feels.
SAMPLE ANSWER
Frederik feels frustrated with the situation and confused. He thinks Mr Lau should have sent the design
model back to manufacturing as soon as he realised there was a problem. He thinks Mr Lau shouldn't
have waited to ask. BỎ

Solving problems
EX5: Read the email. What problem does it discuss? What solution does it offer?

Thursday, 4 May | 15:07 Guangzhou (09:07 Copenhagen)

To all employees,
We are aware that recently, many of you have felt that communication among the offices globally has
at times been difficult. We would like to address the issue by hiring a specialist consulting firm to
deliver some training in cross-cultural communication. We feel that as a global company, this will help
all of us to improve our communication skills, and increase the chances that we’re all playing by the
same rules.
We will be in touch again soon with more information about the times and locations of the training.
We will review the situation again after six months.
If you have any questions, please don't hesitate to get in touch.
Igmar

KEY
The email discusses the problem of communication among the offices globally. It offers cross-cultural
communication training as a solution.