跨文化交际—案例分析

案例分析

CASE STUDY1：

What body language to use towards a customer, when on the phone?

\"At a local real estate agent’s office Alan is behind the customer service counter. He is on the phone dealing with a difficult inquiry when a customer approaches the counter. He keeps talking on the phone and when the customer says, “Excuse me”. He does not look up but holds a hand up with one finger extended, indication that he’ll be one minute.\" The question -As Alan’s supervisor, what would you say to him about the body language and managing his responsibilities for greeting customers both on the phone and face to face?? Imagine that you are the customer.

When you enter the office, the customer service rep is on the phone. You wait. You try to get his attention and he holds up his hand with a finger extended as acknowledgement that you're there. How do you feel? What could the clerk (Alan) have done differently to ensure that all of his customers were being taken care of?

He could/should have looked up, smiled at you and at least nodded a greeting. If his conversation continued too long ,he should have politely placed his caller on hold and inquired as to your needs,

asked someone else to assist you or advised you how long he would be.

——I would say that he has to be more friendly and welcoming to the customers and could politely told the person on the phone to please hold for a moment and that he should be more enthusiastic about his job CASE2:

An international marketer wants to sell polio vaccinations, they would require a two-step acculturation process:

1. The marketer must obtain an in-depth preventive medicine and related concepts. 2. The marketer must devise promotional strategies that will convince the members of a target market to have their children vaccinated. CASE3：

 Discussion…….

 V: I don't think it will work, I insist that we should use the traditional

way.

 Ba: Come on, be creative girl.

 S: Banana I support you if you use me as a cover girl.

 Bi: Ok, I agree with you except for cover girl (point to S)

E: Well, well, well.. Sometimes rules can be broken. It all depends on us ——`People have low level of stress

• People are more risk-taking • Sometimes rules can be broken

Ba: How about putting a big size poster on outer wall?

• E: Does it work?

• Bi: Maybe we can have a try.

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E: OK, maybe? Does anyone know how to make this kind of ad because I don’t know. Discussion

——Conflict is natural and to be expected.

.Super ordinates may say “I don't know”. CASE4：

A westerner invited a Chinese girl to have lunch and take a tour around the British Parliament. In fact, the girl didn't have the lunch just because when the westerner asked her \"Are you hungry?” , the girl answered no. Then they didn't have lunch together. The second time, the girl was invited to a restaurant, when the host asked the same question “Are you hungry?” , she answered “not really”. The host ordered a light meal for her. Q:

what is the cultural shock?

How to solve it? Can you give your analysis? The mistake :

In the first situation, the westerner used his question as an invitation. The girl understood it only as a question. According to the Chinese tradition, the man should have invited her to lunch since their appointment was to have lunch first.

In the second situation, the westerner used his question as a question rather than an invitation. According to the Chinese tradition, the man should have ordered plenty of food for the girl. Conclusion:

The same sentence concealed different intentions. People should try to make sense of what it really means. CASE5:

Shao Bin, a Chinese student studying in Britain, was once invited by her British classmate Brain to his house to cook a Chinese meal. Her two Chinese friends were also invited. They busied themselves in the kitchen, making dumping while Brain did something in the garden and his wife sat on the sofa reading. Shao Bin felt a little upset for she thought that both the host and the hostess should offer to help with the kitchen work. The meal was great and everyone enjoyed themselves. The couple kept complimenting them on their cooking skills and asked for the recipe. But then after the meal, the couple just put down their chopsticks and started minding their own business, leaving the Chinese guests to clear the table and do the dishes. Shao Bin felt absolutely confused or even angry. She concluded that ……. The Key to the Question:

Guests to a Chinese family will never be allowed to do any housework. This is one of the ways the host and hostess show their hospitality. Even if the guests offer to cook a dish, the host or the hostess should stay around them and offer help whenever can. It is even harder to imagine that they would let their guests clear the table and do the dishes, though the guests should always volunteer to help. Shao Bin’s meal at a British family sets a great contrast to her Chinese experience. This is why Shao Bin got angry. What she should do is to avoid a hasty conclusion. She

•

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should first observe the situation without judgment. And then analyze the situation using what she knows about the differences between Chinese and British culture.

CASE6:

Lisa was invited to a Chinses friend's home to have dinner. The hostess was very kind and busied herself in the kitchen making tasty dishes, and the host served the dishes on the table one by one. Lisa kept finishing all the food on her plate because she wished to be polite. That was a big mistake because she found her plate refilled and many more dishes following. In the west, even if it was a formal dinner , it would be usually just three courses: soup, main dish, and dessert. But in China, an informal dinner would have four dishes and a soup; a formal dinner would have at least eight dishes and a soup.

In Britain, hospitality is not measured by how many dishes are provided as in China. It is shown by giving you freedom to choose whatever you really want. They never press you. They never put food on your plate but just ask you to help yourself. If you , as a guest , are shy or modest, waiting for the food to be put on your plate, you will remain half-starved. CASE7:

During a lunch buffet at a conference in China, Wu Fa, the interpreter of the conference, sat with four foreign participants. They were having a good time talking. When Wu Fa stood up for more food, she asked whether she could bring anything back for them.

Everyone thanked her and said “no”. A while later, Wu Fa came back with a plate full of food, and asked whether the others would like to have something from her plate.

Again, the four others said , “No”.

“ Oh, please take something, I can’t eat this much food myself.” The foreigners shrugged and one or two of them even frowned a little. CASE8：

Wu tong was a graduate student in a Chinese university. Like many students these days, he was very keen on learning English. He would talk with English speakers as often as he could. One day, he saw a new foreigner on campus, Leonard Ramsay, and overheard him speaking English. When Mr. Ramsay finished speaking with the other person, he turned to go, but Wu Tong stopped him. He went up and said, “ You speak English, is that right?” “Yes, why?”

“I’d like to practise my English with you, if you don’t mind.”

Mr. Ramsay looked a little annoyed. “ I prefer not to, if you don’t mind.” CASE9：

A British tourist got lost in a small town in China. A Chinese couple volunteered to offer their help . And now they are introducing themselves.

¨ British tourist: It was so nice to meet you both here. I’m Susan Williams. Thank you very much.

¨ Chinese couple:It’s a pleasure. I’m Li Fang, and this is my husband . Welcome

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to China, Miss Susan.

¨ British tourist: Thank you. Mrs. Li. Would both of you like a cup of coffee? ¨ Chinese couple: No, thanks. Answer for Reference The British tourist thinks that Li Fang’s surname is her husband’s surname, since she is unaware of the fact in China women still use their own surnames after marriage. Li thinks that “Miss” is a respectful term of address for any female English speaker, but unaware of the fact that in Britain it is not used before someone’s first name--Susan . She also mistakes the given name for the surname.

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