Reading texts and assignments

Text one :Cross-cultural negotiation

By Neil Payne

Cross-cultural negotiation is one of many specialized areas within the wider field
of cross-cultural communications. By taking cross-cultural negotiation training,
negotiators and sales personnel give themselves an advantage over
competitors.

There is an argument that proposes that culture is inconsequential to cross-

cultural negotiation. It maintains that as long as a proposal is financially
attractive it will succeed. However, this is a naïve way of approaching
international business.

Let us look at a brief example of how cross-cultural negotiation training can

benefit the international business person:

There are two negotiators dealing with the same potential client in the Middle
East. Both have identical proposals and packages. One ignores the importance of
cross-cultural negotiation training believing the proposal will speak for itself. The
other undertakes some cross-cultural training. He/she learns about the culture,
values, beliefs, etiquette and approaches to business, meetings and
negotiations. Nine times out of ten the latter will succeed over the rival.

This is because 1) it is likely they would have endeared themselves more to the
host negotiation team and 2) they would be able to tailor their approach to the
negotiations in a way that maximizes the potential of a positive outcome.

Cross-cultural negotiations is about more than just how foreigners close deals. It
involves looking at all factors that can influence the proceedings. By way of
highlighting this, a few brief examples of topics covered in cross-cultural
negotiation training shall be offered.

Eye Contact: In the US, UK and much of northern Europe, strong, direct eye
contact conveys confidence and sincerity. In South America, it is a sign of
trustworthiness. However, in some cultures such as the Japanese, prolonged eye
contact is considered rude and is generally avoided.

Personal Space & Touch: In Europe and North America, business people will
usually leave a certain amount of distance between themselves when
interacting. Touching only takes place between friends. In South America or the
Middle East, business people are tactile and like to get up close. In Japan or
China, it is not uncommon for people to leave a gap of four feet when
conversing. Touching only takes place between close friends and family
members.
Time: Western societies are very ‘clock conscious’. Time is money and
punctuality is crucial. This is also the case in countries such as Japan or China
where being late would be taken as an insult. However, in South America,
southern Europe and the Middle East, being on time for a meeting does not carry
the same sense of urgency.

Meeting & Greeting: most international business people meet with a handshake.
In some countries, this is not appropriate for genders. Some may view a weak
handshake as a sign of weakness whereas others would perceive a firm
handshake as aggressive. How should people be addressed? Is it by first name,
surname or title? Is small talk part of the proceedings or not?

Gift-Giving: In Japan and China gift-giving is an integral part of the business

protocol; however, in the US or UK it has negative connotations. Where gifts are
exchanged should one give lavish gifts? Are they always reciprocated? Should
they be wrapped? Are there numbers or colours that should be avoided?

All the above in one way or another will impact cross-cultural negotiation and
can only be learned through cross-cultural training. Doing or saying the wrong
thing at the wrong time, poor communication and cross-cultural
misunderstandings can all have harmful consequences.

Cross-cultural negotiation training builds its foundations upon understanding

etiquettes and approaches to business abroad before focusing on cross-cultural
differences in negotiation styles and techniques.

There are three interconnected aspects that need to be considered before

entering into cross-cultural negotiation.

The Basis of the Relationship: in much of Europe and North America, business is
contractual in nature. Personal relationships are seen as unhealthy as they can
cloud objectivity and lead to complications. In South America and much of Asia,
business is personal. Partnerships will only be made with those they know, trust
and feel comfortable with. It is, therefore, necessary to invest in relationship
building before conducting business.

Information at Negotiations: Western business culture places emphasis on

clearly presented and rationally argued business proposals using statistics and
facts. Other business cultures rely on similar information but with differences.
For example, visual and oral communicators such as the South Americans may
prefer information presented through speech or using maps, graphs and charts.

Negotiation Styles: the way in which we approach negotiation differs across

cultures. For example, in the Middle East rather than approaching topics
sequentially, negotiators may discuss issues simultaneously.
South Americans can become quite vocal and animated. The Japanese will
negotiate in teams and decisions will be based upon consensual agreement. In
Asia, decisions are usually made by the most senior figure or head of a family. In
China, negotiators are highly trained in the art of gaining concessions. In
Germany, decisions can take a long time due to the need to analyze information
and statistics in great depth. In the UK, pressure tactics and imposing deadlines
are ways of closing deals whilst in Greece, this would backfire.

Clearly, there are many factors that need to be considered when approaching
cross-cultural negotiation. Through cross-cultural negotiation training, business
personnel are given the appropriate knowledge that can help them prepare their
presentations and sales pitches effectively. By tailoring your behaviour and the
way you approach the negotiation you will succeed in maximizing your potential.

Nine power words to punch up your add

By Martin Cargill

As every professional politician and public relations, man knows words have the
power to entice, persuade and motivate people into a specific course of action.

There are certain words that I refer to as “Power Words” that I learned, back in
the dawn of time, when the dinosaurs still roamed the earth.

For example, if I say to my daughter “clean up your room please” I get a totally
different reaction than when I say “clean up your room NOW”, even if both
phrases are spoken in the same tone. When I use the word now, I know that she
will clean up the mess and that I have at least a 50-50 chance that she will do an
adequate job.

My first exposure to this “Power” was at the hands of one of my mentors, now
long-since dead, sad to say, who told me a story.

It seems that a trucker pulled into a roadside cafe in Amarillo, Texas and said to
the waitress "here must be a million rabbits out there. I swear I've just squashed
a dozen.”

Compare the reaction when the story goes: It seems a trucker pulled into a
roadside cafe in Amarillo, Texas and said to the waitress “I've just run over a
bunny”

In both cases, a small change in wording provokes a different reaction.

That's the “Power” of words!

When used in your advertising material, such words can be almost irresistible.
Here are 9 “Power Words” for you to try out.
1. Secret (or little-known) used either alone or together (little-known
secrets) are both "Power Words" that appeal to the curiosity of the
reader. “What does he know that I don't” Few people blame their lack of
success on their own efforts (or lack of effort), so they are comforted by
the thought that they are failing because they have been denied vital
information.
2. System appeals to the desire for simplicity and lack of real effort
required. If someone already has a system in place, “all I have to do is
put my name on it and plug it in!”
3. New (or Improved) appeals to the sense of urgency. If something is NEW
then you have to get it fast before everyone else does to maintain your
competitive edge. Strangely a laundry product has been advertised for
many years that it was "New and Improved". It's difficult to see how it
could be both, at the same time, but it shows the power that both these
words have that the advertiser decided to use them together, as
reinforcement for each other.
4. Power is itself a “Power Word” suggesting that if only the reader had the
knowledge that you have, he/she would be able to accomplish anything.
5. Magic is almost interchangeable with power, but it also suggests that an
objective can be reached without effort. This appeals to both the lazy
(like me) and the impetuous who want to attain their goal immediately.
There is a natural tendency to assume that anyone who makes his living
in Advertising and Promotion must know something that is hidden from
the rest of the world. Some arcane formula like "ABRACA- DABRA" or
"Open Sesame" that magically transforms them into "gurus" or
"prophets", that we must slavishly follow.
6. Immediate, of course, suggests that something can be done instantly.
This again appeals to the sense of urgency and has a magic-like ring to
it. Why wait – have it NOW!
7. Insider suggests that the writer has information that cannot be known to
the world at large, therefore if you will only pay for this you can attain an
edge on the rest of the competition.
8. FREE (note: this often appears as FR~E in ads because of the ISP filters
that seem to abound today) this word included in any headline will
increase acceptance of your message – but make sure that when you
say FR~E that you mean FR~E. If you attempt to charge for something
that you have advertised as FR~E, you will lose all credibility.
9. YOU The reader is only interested in the potential benefit that he/she will
receive from your product. The old advertising maxim is still valid “Sell
 the sizzle, not the steak”. Look carefully at your product and think of all
the reasons that I, or anyone else would benefit from owning it.

For example, if you were selling big, gas-guzzling cars, you would stress the
comfort, luxury interiors, prestige, reliability, and smooth-riding capacity of the
car.

If you were selling those cars that are so small the driver has to sit with his/her
knees against their chin you would stress the fuel economy, zippy sporty ride,
cornering and road handling ability of the car, affordable price, and ease of
parking.

At the end of each sales page, or large ad you should also stress
your “guarantee” (oops – another Power Word - I should have titled this piece 10
Power Words. – Ah well!). You will be accepting payment for your product
exclusively through credit cards, and the vendors will reverse any credit to your
account if the customer complains.

It is far better to make a positive “Money Back (Another Power Word – that
makes 11. So sue me, I can't count!) Guarantee” than to have a negative “I'll
give you your money back if you holler loud enough”. If you're going to have to
do it anyway get some extra (that makes 12) mileage out of the situation.

I'm sorry that this article ran a little long, but you can consider the last 3 “Power
Words” as a bonus (Oh no!! That's 13), make it an added (we can't end on 13 –
that's unlucky – make it 14) bonus.

In closing, read as many of the ads that you see on-line as you can. You'll see
how experienced marketers use these powerful words to motivate their readers,
and perhaps pick up some ideas, that I didn't include.

All the best in your marketing efforts

Martin Cargill

Communicating Value
By Terence R. Traut

Abstract: People buy for their reasons, not yours. This article covers the key
elements that prospects want to hear you talk about.

Always, but especially during lean times, effective sales professionals know the
importance of communicating value. Budgets – if they ever were discretionary –
are tighter. Business customers are being asked to do more with less. Decisions
are increasingly less on WHERE to spend the money and more on WHY we need
to spend the money.
Value is the customer’s perception of your worth, excellence, usefulness, or
importance with respect to them or their business. Value addresses the
customer’s question, “What can this person or company do for me?” Even
spending time on the phone with you must return something of value to the
customer. You must initially and continually earn the right to have the customer
invest their time and money with you.

Position value by explicitly answering these questions throughout the sales

cycle:

 How much? (What can the customer expect to gain by doing business with
you in terms of increased sales, lower costs, etc.?)
 How soon? (When will the customer be able to receive the value? This is a
critical question in today’s economy.)
 How sure? (Where is the proof that the customer will in fact attain the
value stated? References and examples are critical.)

How would YOU answer these questions for each of your prospects or
customers? If you don’t have the answers, expect resistance. If you do have
answers and your solution is directly linked to your customer’s articulated needs,
you will be successful even in these difficult times.

Successful reps tell their customers what the value to them is – customers
shouldn’t have to work to figure it out themselves. If you don’t explicitly quantify
the value your customer can expect to receive, and your competition may be
doing this work for your customer, who is going to win the business?

Dissatisfied or Rude Customers Can

Be Satisfied Customers
On a recent airline flight, I was an upset customer. I was arriving on a late
inbound flight and connecting with the last flight out on the same airline, but
the connecting flight left without me! At first, I was furious when told to wait in a
line of 300 people to resolve my problem. But I used my time to “people watch”,
and I made some valuable observations.

I saw that the customers who approached one ticket agent with a smile, sense
of humour or other positive behaviours were walking away in a positive state.
The agent looked and sounded kinder and more empathetic when helping
those folks. The customers who approached another agent with a visibly sour
attitude seemed to evoke a negative response from the agent, and they walked
away looking angry.
Both sets of people had similar intentions—to get their problem resolved. But
the people who approached the agent angrily got a much less satisfying
response. Whatever their intention, the message they sent evoked a negative
response. I decided to emulate the other group of people, the ones who
approached the agent with a smile and a positive attitude. The result—I walked
away with a newly scheduled flight and some upgrades as the airline’s way of
making amends.

This illustrates a principle of neurolinguistics—The real meaning of a message

is the response it triggers. Knowing this, you can control the experience your
customers have when they come to you for service. They may choose to behave
rudely, but don’t let it trigger a negative response in you, the way it did with the
ticket agent I observed. Remember that dissatisfied customers all have the
same goal in communicating with you—to get their problem resolved. The ones
who are trying to achieve that goal by using rude behaviour are going about it
the wrong way, maybe because they mistakenly think it’s the best way to get
results. Treat them in a pleasant, positive manner, and in most cases, you’ll
succeed in triggering a positive response from them.

This is worth repeating: no matter how customers approach you about their
needs or problem they all want the same thing: to achieve customer
satisfaction. Don’t take their negative behaviour personally, because they’re not
being rude for rudeness’ sake. As a person who works with customers, your
behaviour should be guided by a belief that you can leave the customer in a
better state than when they approached you. You can do that by using a
positive, upbeat manner and language to evoke a positive response in your
customers.

© Copyright Patricia Weber, www.prostrategies.com.

by Kirsten Hawkins

Learning the eBay “Lingo”

Do you have trouble sometimes understanding when people talk about eBay?
Don’t worry, some of the jargon is really obscure, and you can’t be expected to
understand it until someone’s told you what it means. Here’s a little list of some
of the most useful lingo to know, but you don’t need to memorize it – even the
most common jargon is only used relatively rarely.

Words
 Bid: Tell eBay’s system the maximum price you are prepared to pay for an
item.
  Dutch: an auction where more than one of an item is available.
 Feedback: positive or negative comments left about other users on eBay.
 Mint: in perfect condition.
 Non-paying bidder: a bidder who wins an auction but does not then go on to
buy the item.
 PayPal: an electronic payment method accepted by most sellers.
 Rare: used and abused on eBay, now entirely meaningless.
 Reserve: the minimum price the seller will accept for the item.
 Shill bid: a fake bid placed by a seller trying to drive up their auction’s price.
 Snail Mail: the post, which is obviously very slow compared to email.
 Sniping: bidding at the last second to win the item before anyone else can
outbid you.

Abbreviations
 AUD: Australian Dollar. Currency.
 BIN: Buy it Now. A fixed-price auction.
 BNWT: Brand New With Tags. An item that has never been used and still has
its original tags.
 BW: Black and White. Used for films, photos, etc.
 CONUS: Continental United States. Generally used by sellers who don’t want
to post things to Alaska or Hawaii.
 EUR: Euro. Currency.
 FC: First Class. Type of postage.
 GBP: Great British Pounds. Currency.
 HTF: Hard To Find. Not quite as abused as ‘rare’, but getting there.
 NIB: New in Box. Never opened, still in its original box.
 NR: No Reserve. An item where the seller has not set a reserve price.
 OB: Original Box. An item that has its original box (but might have been
opened).
 PM: Priority Mail.
 PP: Parcel Post.
 SH: Shipping and Handling. The fees the buyer will pay you for postage.
 USD: United States Dollars. Currency.
 VGC: Very Good Condition. Not mint, but close.

The chances are that you’ll find more specific jargon related to whatever you’re
selling, but it’d be an impossible task to cover it all here. If you can’t figure one
out from your knowledge of the subject, then type the term into a search
engine, followed by the word ‘ebay’. The chances are that someone somewhere
will have seen fit to explain it.

While it’s good to be able to understand others’ jargon, avoid using it unless
you really need to (for example, if you run out of space in an item’s title). Many
people on eBay have not experienced buyers and you will lose them if you write
a load of gobbledegook all over your auction.

By now, you’re well prepared for eBay life, and you’re probably ready to get
started with that first auction. In the next email, we’ll show you how to dive in
and get started.

About the Author: Kirsten Hawkins is an eBay and internet auction enthusiast from
Nashville, TN. Visit www.auctionseller411.com for more great tips on how to make
the most from eBay and other online auctions.

Source: www.isnare.com

Career – Text
Check unknown vocabulary before you read the text:

cubicle – A small compartment, as for work or study

appearance – the state, condition, manner, or style in which a person or object appears;
outward look or aspect

reflection – an image; representation as in a mirror

capability – capacity; ability

flaw – defect; fault

within easy reach – not too far from you

to jot – to write or mark down quickly or briefly

train of thought – the connections that link the various parts of an event or argument
together

secure – free from danger or harm; safe

to stack – to pile, arrange, or place in a stack / pile

to alleviate – to make easier to endure

out of sight, out of mind – “if you do not see something, you do not remember”
 anxiety – distress or uneasiness of mind caused by fear of danger

accomplishment – something done; fulfillment

to track – follow

to spin out of control – to move or run so fast that one cannot stop it

Is a messy office bad for your career?

Some say a messy cubicle makes a bad impression. Others say bosses only care whether you get
your work done. Who is right? People often don't realize that piles of paper, boxes in corners,
and stacks of stuff behind the office door can affect one's upward mobility. Appearances are
important.

Why? Your office is a reflection of your capabilities. Even though a messy desk isn't a sign of a
character flaw, it does tend to give your managers and colleagues the impression that the job is too
much for you to handle, you can't make decisions, you are not doing the job, or all of the above. Okay,
then. Time to tidy up. Here's how to get started:

Store the information and materials you use most often within easy reach – perhaps in your right-
hand desk drawer.

Put things away as soon as you stop working on them. If you're working on something and get
interrupted, try posting a sticky note on the page, jot your thoughts on it, and then file it. That will help
you pick up your train of thought more quickly when you get back to it again.

Keep a to-do list close at hand, preferably sorted by category (Do, Call, Write, etc.). Update it at the
end of each day.

Set up a filing system. Many people feel more secure when all their active projects are in sight, but
that doesn't mean everything has to be strewn across your desk. If any projects are visible, they
should only be the four or five that need your immediate attention on any given day, stacked in a
vertical file. Put them away as you go. Your day is complete when all the files are off your desk. Noting
each project on your to-do list, keeps everything within view and alleviates 'out-of-sight, out-of-
mind' anxiety.

Plan your day. A short daily session to review each day's accomplishments, and a weekly plan
to track your goals a week or two ahead of time, are a must. Planning helps to prevent many of the
fires that cause our days to spin out of control. If you do it carefully, it will also eliminate most of the
paper from your desk.