CLASS COLOR LEGENDS:

Yellow- Correct Answer

Green- Things to remember
Red- Wrong Answer
Orange- mispronounced words

MODULE 1
CULTURAL DIVERSITY AND SOCIALISING

Unit 1 - Building a relationship

➔ Cross cultural understanding (1)
➔ Welcoming visitors (2)
➔ Small talk: keeping the conversation going

1 Cross-cultural understanding
1. Look at the picture. In groups, discuss the situation. Decide what you think the people
are talking about. Suggest various topics. Say what you think they are definitely not
talking about. Then spend a few minutes acting out the conversation.
2. Read the text below. Identify the basic message implied by the text.

Eye contact
In many Western societies, including the United States, a person who does not maintain
‘good eye contact’ is regarded as being slightly suspicious, or a ‘shift’ character.
American unconsciously associate people who avoid eye contact as unfriendly, insecure,
untrustworthy, inattentive and impersonal. However, in contrast, Japanese children are
taught in school to direct their gaze at the region of their teacher’s Adam’s apple or tie
knot, and as adults, Japanese lower their eyes when speaking to a superior, a gesture of
respect.
Latin American cultures, as well as some African cultures, such as Nigeria, have longer
looking time, but prolonged eye contact from an individual of lower status is considered
disrespectful. In the US, it is considered rude to stare -- regardless of who is looking at
whom. In contrast, the polite Englishman is taught to pay strict attention to a speaker, to
listen carefully, and to blink his eyes to let the speaker know he or she has been
understood as well as heard. American signal interest and comprehension by bobbing
their heads or grunting. A widening of the eyes can be interpreted differently, depending
on the circumstances and culture. Take, for instance, the case of an American and a
Chinese discussing the terms of a proposed contract. Regardless of the language in
which the proposed contract is carried out, the US negotiator may interpret a Chinese’
person’s widened eyes as an expression of astonishment instead of as a danger signal
(its true meaning) of politely expressed-anger.
(Adapted from Managing Cultural Differences, Fourth Edition, by Philip R. Harris and Robert T.
Moran ⓒ 1996 by Gulf Publishing Company, Houston, Texas. Used with permission, All rights
reserved.)

3. If necessary, read the text again. Then comment on the following:

a. observations about many people from the United States.
b. observations about the English
c. an observation about Japanese children
d. the meaning of lowering one’s eye in Japan
e. why looking at someone for a long time may be considered disrespectful
f. the meaning of widened eyes in Chinese culture.

4. Before receiving a visitor from a foreign country -- or before travelling abroad -- you need
to think about the cultural issues that may affect the relationship.
a. Suggest some basic research that you should do before receiving your visitor, or
before travelling. What issues should you think about?
b. Listen to the recording. An Englishman, Peter Welch, who is a Director of an
international company, talks about what is important in preparing for business
contacts with people from other cultures. He mentions several key areas to find
out about. Identify six of them. Did you think of any of the same issues?
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_A
udio_1st_ed/part%201?dl=0&preview=Unit+1+part+1.mp3

Discussion
In what way is the advice in this section useful when doing business? Look again at the
Skills Checklist on page 7.

2 Welcoming visitors
What happens when a visitor arrives with an appointment to visit a company? What are
the typical stages of the first meeting? What conversation take place?

1. Listen to the recording in which Klaus Ervald arrives for a meeting with Lars Elstroem
and Louise Scott of Evco S.A., a Swedish advertising agency.
a. Is the meeting between Klaus Ervald and Evco formal or informal? Give reasons
for your answer.
b. Do they know each other quite well?
c. Klaus has a problem. What is it?
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_A
udio_1st_ed/part%201?dl=0&preview=Unit+1+part+2+exercise+1-2.mp3
2. Listen again. Think again about how Louise and Lars talk to Klaus.
She interrupts him at the start. Is this acceptable?
They use first names. Is this right, given the situation?
Lars begins to talk about the programme for the day. Is this appropriate for this stage?
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_A
udio_1st_ed/part%201?dl=0&preview=Unit+1+part+2+exercise+1-2.mp3
 3. Listen to the recording of Peter Marwood’s arrival at SDA Ltd., in Sydney, Australia. He
has to wait a few minutes and asks Stephanie Field for some assistance. Identify two
things he needs and three things he does not need.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Au
dio_1st_ed/part%201?dl=0&preview=Unit+1+part+2+exercise+3.mp3

Needs Does not need

a) __________________ c) __________________
b) __________________ d) __________________

Practice 1
Make a dialogue based on the following flow chart. If you need help, look at the Language
Checklist on page 7.

Visitor Receptionist
Introduce yourself.
⬇
Say you have an appointment
with Sandra Bates
Welcome visitor.
⬇
Explain that SB will be along shortly.
⬇
Offer a drink / refreshments.
Decline - ask if you can use a
phone.
Say yes / Offer fax as well.
Decline - you only need the
phone.
Show visitor to the phone.
Thank him/her.
⬇
(a few minutes later)
⬇
Thank you assistant.
Reply - offer any other help.
Ask how far it is to station.

Two miles - ten minutes by taxi.

⬇
Offer to book one.
Accept offer - suggest a
time.
Promise to do that - say that SB is
free now.
⬇
Offer to take him/her to SB’s office.
Now listen to the recording answer.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_Audio_1s
t_ed/part%201?dl=0&preview=Unit+1+part+2+practice+1.mp3

3 Small talk: Keeping the conversation going

1. Rudd Hemper from the Netherlands is visiting a customer in India. He is talking to the
Production Manager of a manufacturing plant in Delhi. Listen to the recording of an
extract of their conversation.
https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_A
udio_1st_ed/part%201?dl=0&preview=Unit+1+part+3+exercise+1.mp3
MANAGER: Is this your first visit here?
HEMPER: No, in fact the first time I can was for a trade fair.
We began our Southeast Asian operations here at the
1995 Exhibition.
MANAGER: Shall we have a look round the plant before lunch?

a) What is wrong with what the production manager says?

The answer is, of course, that it breaks a ‘rule’ of conversation. Generally, if you ask a
question you should comment on the answer or ask a supplementary question.

Question
Answer
Comment
or
Supplementary question

b) Now suggest a better version of the same conversation. There is a recording of a model
version.

2. Provide a suitable sentence in the spaces in the following dialogue.

PETER: Have you been in Edinburgh before?

JANIS: no, it’s my first visit.
PETER: a) ___________________________________________
JANIS: I’m sure I will.
PETER: And … er, is the hotel all right?
JANIS: Yes, it’s very comfortable.
PETER: b) ______________________________________ So, do you
have much time here in Scotland? Are you staying long?
JANIS: No, I have to come back tomorrow afternoon.
PETER: c) _____________________________________ You’ll have to come back
again?
JANIS: d) ________________________________________________
PETER: So what time’s your flight tomorrow?
JANIS: Early evening, 18:35.
PETER: Well, I can book you a taxi if you like, to get you there in good time.
 JANIS: e) _________________________________________________
PETER: No problem at all. Was it a good flight today?
JANIS: No, it wasn’t actually.
PETER: f) __________________________________________________
JANIS: It was raining -- quite hard. There was a lot of turbulence.
PETER: h) _________________________________________________

3. Listen to the recording of four conversation extracts.

https://www.dropbox.com/sh/vjvjoepbtcqjhgc/AACShQMfgrddZvGeXCN4SDNxa/EBC_A
udio_1st_ed/part%201?dl=0&preview=Unit+1+part+3+exercise+3.mp3
a) Match each of them to one of the four pictures below.
b) Listen to each one again. In each case, suggest how you think the conversation might
develop.
c) Do you think any of the topics included would be unacceptable in a particular culture
that you know about?

Practice 2
Look at the four pictures above and use each of them for two or three minutes of continual
conversation with a partner.

Note:
● there should be no breaks of more than three seconds in your conversation.
● listen carefully to what your partner says and pick up on specific points
● keep the conversation flowing

Role play 1
Working in pairs. Student A should look at File card 1A and Student B should look at File
card 1B.

Role play 2
Keep the same A and B. student A should look at File card 2A. Student B should look at
File card 2B.

Transfer
Look at the Skills Checklist and prepare ideas on these topics in relation to a country you know
well either through work or pleasure.
Discuss the country you choose with a colleague.