Hunter-Worth Case Study Questions
1. The differences that I detect is in the Mexican Culture if the matter has any sense of urgency or needs to be handled and addressed right away a phone call will be placed to the party involved, because emails are not considered to be the preferred method of handling urgent matters. Matters that are not necessarily urgent can be handled by the Secretary or Assistant of the business person. The other cultural difference I detect is that in the United States our business culture expects business matters to be handled with detailed information and by the actual person. In the Mexican culture their word is their bond, so there is no need for a long drawn out explanation unless you personally call and ask for one. Understanding these cultural difference is very important because not having the knowledge of cultural differences causes a breakdown in communication that can harm the business relationship and cause further delay in solving the issue at hand.
2. The main purpose of Chuck’s communication to Vicente was to get information on the status of the latest order, the production schedule for the pending orders, and an explanation as to why the plant seemed to be having such difficulty shipping orders out on time. Chuck’s purpose of communication to Michael Sato was to address his growing concern over the availability of what could be the Christmas season’s must-have-toy and encourage Vicente to hurry up with the production and orders for the toy. Chuck should have considered contacting Vicente directly and explaining his concerns in detail in a one on one conversation. When Chuck sent the email he should have stated that he would like to talk with Vicente about the situation and answer his questions and concerns. Because Michael Sato is his supervisor and he speaks with him on a regular bases an email explaining the situation was an appropriate form of communication, but Chuck still should follow up with a phone call or brief meeting at Michael Sato’s office to clarify the details of the matter.
3. If I were Chuck I definitely would have sent an email as documentation that I had addressed the issue of the late shipments of the toy, but I would have also included in the email that I needed to speak to Vicente personally via a telephone conference to get the information I needed on the matter and what time would be the best time to reach Vicente in the office. The steps I would take to ensure that the supply of the toy met the anticipated demand is immediately make a phone call to formally apologize to Vicente about how I handled the manner and explain why I was concerned in the first place, the next step I would take is to work with Vicente on creating a physical copy of the production schedule for the pending orders, and last but not least I would request an email from Vicente or his Secretary letting me know before hand when an order was not going to ship on its scheduled ship date and provide information as to the reason for the delay.
Outline for Term Paper
I. Introduction – The Art of Communication
A. Define Communication
B. Stages of Communication
C. Forms of Communication
II. Barriers of Communication
A. Cultural Differences
B. Expectations and Prejudice
C. Physical barriers to non-verbal communication
III. How to Improve Your Communication Skills
A. Consider the situation before taking action
B. Assign tasks directly and clearly
C. Learn from your Mistakes
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