Annotated Bibliography
Introduction or Brief Summary
This article examines the opinions of the employees regarding the communication issues within the workplace as well as dynamic communicational behavior reactions when several communication technologies (ICTs) are accessible for usage. Organizational communications are evaluated where the staffs are the solvers of problem and they interact for solving a potential issue. With the help of situational theory of publics, (STPs), the viewpoints of the staffs were analyzed when they face communication issues along with social methods developed by the communicational behaviors. This article also shed light on the ways the staffs adjust to the growing demands of communication.
Critical Analysis
It appears to be as well-structured and well-researched article as it used STP for examining the impact of risk perception on the usage of ICT in the organizational communications. STP suggested that there are three factors that can impact the consequential communicational behaviors of the employees. The first one is the problem recognition which increases when a staff perceives some risk in the communication method. The second one is constraint recognition where an employee identifies that a media is accessible which can be used for shaping their response behaviors. The third one is the risk perception where a staff can get more involved with the communication issues.
Reflection or Statement of Relevance
This article is highly relevant since this study provided insights on the ways the staffs utilize multiple as well as single ICTS for managing their communication issues. The utilization of the STP enabled to focus on the communicational behaviors used for responding to various risks. This study also increased the understanding of active communicational behaviors in the firms and also the ways the ICTs could be utilized for allowing the communicational behaviors. They can provide suitable strategies to the employees to use these technologies combinedly.
Reference
Lockwood, J. (2012). Developing an English for specific purpose curriculum for Asian call centres: How theory can inform practice. English for Specific Purposes, 31(1), 14-24.
Introduction or Brief Summary
This article focuses on the exploration of the ways the existing applied linguistic study into the nature of communication breakdowns in the call-centers could influence design as well as content of communications training programs in English. Most of the employees does not have the capability to interact properly in English over the phone, especially in Philippines and India. It has been discussed that a research-based method to English for particular content and design can lead to improved results. It is the crossing point between design as well as content and the research more than the application and the analysis of the training programs which is main purpose of the article.
Critical Analysis
It appears to be as well-structured and well-researched article since it exposed multiple challenging business needs during the audit stage that appeared to influence on the quality of communication over the phone. These comprised of scripting portions of the calls, requests of rebutting requests for canceling the services as well as upselling that convincing the customers for buy a new service or product. During the audit, it has been found that changing from dealing with a client complaint to upsell a product by a scripted speech to that same client was mostly challenging and the calls frequently ended in bad way.
Reflection or Statement of Relevance
This article is highly relevant since it highlights the concern in call-centers in Asia regarding the levels of communication capabilities in English where the clients are local speakers of English but the customer service representatives (CSRs) are second-language speakers. Most of the employees are given English communication training before they start to work. However, most of the training programs have become language training, soft skills training as well as intercultural training and lack the appreciation of spoken English along with the needs of the English language as second language.
Reference
Lockwood, J. (2015). Virtual team management: what is causing communication breakdown? Language and Intercultural Communication, 15(1), 125-140.
Introduction or Brief Summary
This article examines that the collective impacts of offshoring of business, flexible practices of working as well as faster improvements within technology have led to workplace virtual communications turning into gradually widespread for meetings in business. But, the corporate leaders have reported them to be more problematic than one-to-one communications. Most of the global teams are situated where different off-shored working groups use English as lingua franca, and in spite of common corporate complaints that they struggled with breakdowns in communication, the exact reasons seem to be highly complicated. This study focused in the needs of training in large globalized organizations.
Critical Analysis
It appears to be as well-structured and well-researched article since it exposed that there are various types of cultural as well as language misunderstandings within the workplaces. Deeper issues of identity confusion along with marginalization in the global workforce were also described. This article also argued that without solving the underlying issues due to off-shoring, an implementation of training programs can be risky to address the communication issues of meeting and leadership, capabilities, technology, as well as cultural and language problems that could be perceived as hiding deeper struggles and worries of the employees.
Reflection or Statement of Relevance
This article is highly relevant since it explores that without solving the internal communication issues of the employees, implementation of training programs can be risky to address the communication problems in the workplaces. In-depth insights into the communication of the global workplaces might lead to a better understanding of the root reasons of communication struggles where identity, language, power and culture are crucial concepts to realize the new meta-discourses of the transforming globalized world of business. Without this, training programs might just be considering the symptoms of the problems without solving the deeper problems.
Reference
Richard, E. M., & McFadden, M. (2016). Saving face: Reactions to cultural norm violations in business request emails. Journal of Business and Psychology, 31(2), 307-321.
Introduction or Brief Summary
This article explores the responses to message structures and relationship-building statements in corporate emails given to the staffs of the USA and China. The necessity for staffs to interact efficiently through cultures has never been better taking into account the growing interconnection of the worldwide markets. One of the best tools accessible to multinational firms is the speed as well as convenience at which the internet enables corporate communications to move. In spite the growing frequency and significance of multicultural corporate communications through emails, lack of knowledge of cultural aspects might lead to communicational breakdowns and misunderstandings.
Critical Analysis
It appears to be as well-structured and well-researched article since it examined the impact of emails on the communication of the staffs of the USA and China. The staffs of China stated more desire to sort out business with the senders of emails which comprised of face-work and put reasoning before the requests, while the staffs of the USA were more annoyed with communication through emails. On the other hand, when message structures as well as face-work were employed individually, the staffs of China chose messages with reasoning or face-work before requests merely when the two approaches were not united. Internal cultural differences in inter-dependent and individual self-construal communicated with emails in complicated manners.
Reflection or Statement of Relevance
This article is highly relevant since it demonstrated the approaches of employees of different countries to communication through emails. Multicultural differences in the written message structures confirmed the differences within corporate-related email communications. It showed that the staffs from Western culture prefer more direct style of writing than the staffs from Eastern culture. So, the staffs from Western culture does not prefer business communication through emails.