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Tuesday, September 11, 2012

Intercultural Communications According to Frances

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     I recently had the honor of interviewing my friend Frances, a woman in her late sixties who immigrated to the United States from Italy as a young girl. She is a former neighbor of mine whom I have known for more than eight years. We became especially close when I was trying to get pregnant, and more so during the pregnancy. Since then she has become more like a surrogate mother to me, and is a surrogate grandma to my daughter. In a weird twist of fate, she and I share both the same birthday, and the same wedding anniversary. Through the course of my interview I had the opportunity to learn more about the culture and subculture to which Frances Sofia belongs, determine what issues she encountered in terms of intercultural communications, and relate her personal experiences to concepts I have studied.

     Frances was born November 29, 1944. She grew up on a farm in a small town called Calabria, in southern Italy. They had indoor plumbing and electricity but not much more in terms of modern appliances. She remembers her childhood as a pleasant one. She enjoyed working the farm, and taking care of the animals. Her mother grew vegetables, and they raised chickens, for eggs and to eat. She remembered they would raise a pig the whole year and slaughter it for food at the end of the year. They had rabbits, goats, a lamb and some horses. They lived in an attached house (row house?) and the farm was behind it. They had neighbors that lived beside them in the attached houses but the neighbors did not have land behind theirs. Her aunt still lives in that house today. The land is still there but it is no longer a working farm.
            
     In the 1950s in Italy the government was Socialist and Frances remembers everything being stifled with restrictions. She attended public school, but it was extraordinarily strict, especially compared to schools in America, and she has memories of children being beaten with rulers. There were no more than ten children to a class and the classes were separated by grade.
            

     Frances’ father was a talented tailor. However, work was scarce in Calabria and times became difficult. She does not know how they came to know of him, but in 1958, Frances’ father was courted by the department store Korvette’s, founded in New York City in 1948, to work in their Chicago store. It was a big deal because at that time, between the fact that the Italian government was Socialist, and the rigid immigration laws of the United States, one could not travel freely. In order to come to the United States, one had to have a sponsor, and as such, Korvette’s paid $10,000 to sponsor her father’s entre into the country. He paid his own transport and traveled by boat to New York City. She is not certain how he got from New York to Chicago.


             
     It took one full year after that for Frances, her mother, and two younger brothers to complete the necessary paperwork and procedures to allow them to follow to America. They had to travel to Rome and pass a special physical. When they were finally allowed to leave Italy, Frances was fourteen, and her brothers were nine and six years of age. Frances recalls the whole thing as being very scary. They were not allowed to bring more than one steamer trunk of clothes, which was shipped on ahead of their arrival. They were not allowed any personal effects, even books, and the children had no toys. I thought perhaps she might have kept a diary but that was not the case.

None of them spoke a word of English and as they made their passage from Italy to New York City she said they were terrified. She remembers flying TWA and she had the window seat. Her brothers were next to her and her mother was across the aisle. I asked if she was excited at all flying for the first time but she said that she and her brothers were too frightened to enjoy the experience. It was January, it was cold and snowing and they thought the clouds that they saw from the plane looking down were huge drifts of snow piled up from the ground. Upon reaching New York, they were processed at Ellis Island, and put up overnight in a hotel. They continued on to Chicago by plane the next day.

            
     Frances’ first experiences in Chicago were very unpleasant. Her impression of Chicago was that it was too congested and there was not enough room for all the people and automobiles and buildings. On her second day there, she and her two little brothers got lost returning home from school. There was a terrible snowstorm and the snow was piled very high. All of the homes looked alike and they lost their bearings. Her mother called the police. They were located just a block and a half from their new home, however they had walked in circles for nearly four hours. Since they didn’t speak English they were afraid to ask anyone for help.


Frances’ father had been successful in the year before they arrived. He arrived in Chicago with just a suitcase with one suit of clothes besides that which he wore. In just one year had he had managed to buy a home, and completely furnish it for his family. One memorable improvement in their Chicago home was the addition of a television, which they had not had in Italy. It was mainly through television that the family began to learn English. While Frances and her brothers took English as a Second Language in school, television was the only means available to their mother to learn the new language. When they joined their father in Chicago, her mother was thirty-eight and her father was forty.
            
     Frances started high school in America, and her first year was miserable. She didn’t know any English. She had a special language class daily with a translator, but then had to suffer through all of her other classes without one. The children were mean, and made fun of her. She did not have any friends that whole first year. She had no relatives her age either. The only relatives were her father’s uncle and aunt, and his first cousins. 

     The only thing in their lives that was the same as the life they left behind was the Catholic Church. In 1959, the services were conducted in Latin, in both the United States and Italy, so going to church provided 
and sense of comfort and continuity. There were also Catholic Comic books, called the Treasure Chest of Fun and Fact, which provided another way for Frances and her brothers to learn English and a bit about their new home. “Treasure Chest Comics provide an insight into popular culture in the ‘40s and ‘50s.


     The comic books were undertaken at the behest of the Commission on American Citizenship, which in turn had been urged on the U.S. Bishops by Pope Pius XI, whose friendliness toward American democratic ways increased as he witnessed the growth of fascism and communism in Europe” (Winters, 2012).
            
     Asked if her family’s practice of Catholicism changed any by virtue of their move, Frances did not believe so. The Church itself has been through several reforms, including the reform that resulted in Mass being said in English as opposed to Latin. Back in Italy though, Frances has noticed a more of an interest in spirituality, when speaking with cousins still living there. This trend is discussed in a study done in Italy in 2006, which reads, “At the start of the twenty-first century Catholicism is still the prevailing belief system of most Italians, but a recent project on Italian religion and spirituality, carried out in 2006, has found that Italians are now more interested in spirituality, that they might describe themselves as 'spiritual, but not religious', and that they privilege the 'God within' rather than the transcendent God of traditional Catholic belief” (Palmisano, 2010).
             
     Otherwise, their lives had changed drastically. Her mother, who had left her entire family back in Italy, was very unhappy and felt isolated. Used to growing her own food, and picking it for that day’s meal, urban America proved a bitter pill to swallow. She ultimately grew a small garden in their tiny back yard, but it wasn’t the same. Hamburgers and hotdogs began to creep into their diets. With her father working long hours and each of them developing new American busy schedules, Frances says that where once it was expected that the family would eat dinner together every night, in America that soon fell by the wayside. In Italy, every Sunday meant huge meals shared with huge extended families and many cousins. In America, Sundays were quiet and lonely.

            
     Another difference that was apparent to Frances was the work ethic and the lack of time dedicated to recreation in America. In Italy, people worked from earlier in the morning but broke for a long break/nap after lunch. They would return to work in the afternoon refreshed and ready to continue. In America there was no rest. In Italy, people get company-paid month-long vacations every year, even today. In America you were/are lucky if you could/can go somewhere for a week.
             
     Her mother’s sadness embittered her, and Frances recalls much fighting between her parents. There were constant arguments and her mother wished desperately to return to Italy but never did. Opportunities for her children outweighed her personal happiness and so she stayed. Two short years after they moved to Chicago to be with him, Frances’ father died abruptly of a heart attack at the age of forty-two. Their home fortunately was paid for, possibly by insurance, and her mother was able to sell it and purchase a “three-flat home” in which she rented out apartments for income. Their mother never had to work, and the children worked to support her all of her days.


In my recent studies, I learned about the Sapir-Whorf hypothesis, which studies and compares the differences in languages in different cultures. “Thus, the world as each of us knows it is, to a large extent, predetermined by the language of our culture. And the differences between languages represent basic differences in the worldview of these diverse cultures” (Jandt, 2010, Page 131).

There were many differences linguistically, some that posed a real challenge for Frances and her family. The Italian alphabet, for instance, has fewer letters; there is no “W” or “Y”. Also, Italian is written phonetically, exactly the way it sounds. English, which has its origins in many different languages, is much more difficult to learn and is decidedly not written phonetically. Also, the syntax of sentences was reversed from that which she was used to. 


Vocabulary is one of the levels of the Sapir-Whorf hypothesis, and the text explains that one can surmise the importance of something within a culture if there exists in that culture a rich vocabulary for describing it. The examples reference the many Eskimo words for the word snow, and the Hanunov tribe in Asia that has many words for rice. Frances said there are many more words for describing food in Italian than there are in English.

Lack of vocabulary equivalence is listed as an area that leads to translation problems. “Languages that are different often lack words that are directly translatable” (Jandt, 2010, Page 135). Frances explained that in Italy, when she was a girl, each state had its own dialect. The main, larger cities spoke proper Italian, however each smaller offshoot town had its own dialect. As such, she remembers differences in language just by traveling forty miles one way or another. She says that now they require all schools to teach proper Italian uniformly, regardless of location, and the dialects are becoming lost as the older generations die out.

Another impediment to successful translation, and in Frances’ learning of English as a second language was idiomatic equivalence. Italian has no idioms and the concept was problematic for Frances. It was an area that frequently tripped her up in school and would result in the other students making fun of her. She said it definitely made it far more difficult to understand what people meant, as she had to decode what was actually being said. 


Interviewing Frances, and hearing her stories of immigrating to the United States from Italy as a young girl, was a dream assignment for me. I loved her before, but having the opportunity to realize the enormous challenges she overcame, has grown my respect and admiration for her exponentially.  Through the course of my interview I have learned more about the culture and subculture to which Frances belongs. I have determined what issues she encountered in terms of intercultural communications, and successfully related her personal experiences to concepts I have studied. I am inspired by her story.

Monday, September 10, 2012

My Personal Communication Skills

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     Communication skills begin to develop at birth. From the first cry, an infant learns about cause and effect, and how best to perfect the effect part. In learning to create varying cries, an infant and its people develop a code. Most new mothers claim to be able to differentiate between cries for a wet diaper, an empty belly, or simply the need for a cuddle. Soon, babies learn to manipulate those skills, and their true advancement of communication skills begins.

     I grew up in a very hostile environment. My birth father was very abusive, with his fists and with his words. My mother was passive-aggressive and sarcastic. This served me well in several ways. It led me to seek the affection and approval of teachers from Kindergarten on, which inspired me to do well in school. Furthermore, I realized that the better I spoke, the use of proper grammar and lofty vocabulary allowed me to create a persona with which I could distance myself from my awful home life. I even took elocution lessons to help eliminate my blue-collar “bridge and tunnel” accent.
      “Spoken symbolic interaction is the process by which people use words to create meaning and affect one another” (Trenholm, p.7 of 57, 2011).  I learned early the weight and power of words, and I was inspired to use my words to uplift others rather than perpetuate the hurt that was inflicted on me.


     According to authors Baxter and Rawlins, “The expressive-protective dialectic involves finding a balance between the need to share personal information and the need to maintain privacy” (Trenholm, p.8 of 50, 2011). I have found that as I have aged I have honed my ability to strike a much better balance. When I was younger I thought that divulging all of myself right away would make someone like me faster. I oft times regretted it but it took me a very long time to understand the dynamic. It was what left me vulnerable and ripe for the picking where predators were concerned. Now I am much more guarded up front. I always thought being guarded was the same as being cold but it is possible to be friendly and still keep parts of me to myself.
     
     My organizational communication skills are quite strong. My work-content skills are such that I would be able to use them in any type of technical writing, speech writing, public relations or community development position, any of which I would like to pursue with my degree. Examples of my work-content skills include the following: I am skilled in the creation and direction of print and television advertising. I am able to identify a target audience and design an ad or commercial to meet my clients’ needs. I am experienced in hiring and directing a production crew. I am skilled in the development and implementation of marketing strategies. I am able to take ideas and run with them independently from the creation process to fruition. I am skilled in the development of fundraising opportunities. I am able to create fundraising for non-profits via direct marketing or planning full-blown special events. 

     Examples of my personal attributes include strong written and oral communication skills, common sense, self-management skills, enthusiasm and tenacity. Examples of my technology skills include proficiency in both Mac and Windows environments, skills in Internet research, and versatility using social media.

      My major in Communication Studies has illuminated the differences between interpersonal communications, group communications, and organizational communications, and the importance of each. I believe I have demonstrated my own development in these areas based on my studies. Furthermore, I have learned to evaluate my skills, and to identify the areas in which I can improve. “The fundamentals of excellent communication are to know the right questions to ask and when to ask them, listen with empathy, and when it's your turn to talk, articulate your ideas and your advice with conviction in a way that's all about your prospects and clients” (Bachrach, B., 2011). I think this is an excellent statement not just for business communication but also for all interpersonal communication. My daughter inspires me to be better communicator everyday. She is an old soul, and an excellent communicator. At age five she asked me, “If you don’t speak up for yourself, how do you expect to get anywhere in life?” How indeed?

References
Bachrach, B. (2011, May). The Fundamentals of Effective Communication. Advisor Today, 106(3), 61.  Retrieved August 15, 2011, from ABI/INFORM Global. (Document ID: 2363088951).
Lewis, Tom D., & Graham, Gerard H.. (1988). SIX WAYS TO IMPROVE YOUR COMMUNICATION SKILLS. The Internal Auditor, 45(1), 24.  Retrieved August 15, 2011, from ABI/INFORM Global. (Document ID: 495358).
Pettit, John D., Jr., Vaught, Bobby C., & Trewatha, Robert L.. (1990, April). Interpersonal Skill Training: A Prerequisite for Success. Business, 40(2), 8.  Retrieved August 15, 2011, from ABI/INFORM Global. (Document ID: 126541).
Trenholm, Sarah (2011). Thinking Through Communication: An Introduction to the Study of Human Communication. (6th ed.). [VitalSource Bookshelf 1.3.1] Boston, MA. Pearson - Allyn & Bacon
Intimacy in Personal Relationships. (2006). In Cambridge Handbook of Personal Relationships. Cambridge: Cambridge University Press. (2009, December 8). Retrieved August 15, 2011, from Credo Reference.
Social development. (2005). In Cambridge Encyclopedia of Child Development. Cambridge: Cambridge University Press. (2007, September 20). Retrieved August 15, 2011, from Credo Reference.
Teaching communication skills. (2007). In Cambridge Handbook of Psychology, Health and Medicine. Cambridge: Cambridge University Press. (2009, December 4). Retrieved August 15, 2011, from Credo Reference.

Monday, September 3, 2012

What Makes a Good Blog?

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      Important Elements

      According to Strategic Writing: Multimedia Writing for 
Public Relations, Advertising and More, “The best way to write blogs is to read blogs – as many as possible” (Marsh, C., et al, 2009).   Perhaps if I spent more time reading blogs I would be having an easier time designing my own. I actually looked forward to this assignment so that I may benefit from the critiques of my classmates and better my own end product. From what I can tell the most important elements of blog design are purpose, design, content and audience. The blogger must zero in a purpose, create a design that is inviting for the reader, develop content that supports the purpose of the blog, and the number one element of all communication, knowing one’s audience.
       
My Comments

http://wordsworthamillion.blogspot.com/ where I liked Brien’s use of white space, which I intend to incorporate into my own blog. I noticed that Brien hand I shared a formatting problem when transferring the written word from Word to Blogger. Font style and size, as well as line spacing seems to sometimes shift magically and I have fought to end up with my intended look. I will remember to check the formatting each time I post to maintain design consistency.
           
 http://craigsgeeklife.blogspot.com where Craig’s use of color, and graphics such as videos make it interesting to visit. I am trying to figure out how to incorporate pictures and videos into my blogs but they keep showing up peripherally and not where I intended. I will be working on that extensively this week.
           
 http://onedivaspointofview.blogspot.com/ where Jeanine seems to be a blogging pro. Her use of color and design are exemplary. The colors are warm and inviting and compliment the title and the feel of the blog. The fonts, the text and box colors, and the spacing are so easy on the eyes and encourage one to read further. Your posts are interesting and entertaining to read, and are perfectly fine-tuned to your audience. I was also impressed that she included a reading list and inspired me to look into her recommended reading. 

 More Ideas
            There are also several ideas that others provided me in their critiques, which I will work to incorporate as well. I especially like the advice, “Using headings within your body of text helps to break up the lengthy, uninterrupted-page-of-text look” (Higbee, 2010). On his blog, Backlight, he also says, “Bold headings are great, too. This makes your posts look more structured, and also makes them easier and faster to read” (Higbee, 2010). 

            I hope that I will be able to make the most of this new knowledge and new ideas and create an online experience worthy of my intended audience.
   


References

Burroughs, J. (2012) Retrieved August 30, 2012 via http://onedivaspointofview.blogspot.com/ 

Cameron, G. T., Wilcox, D. L., Reber, B. H., & Shin, J. (2008). Public relations today: Managing competition and conflict. Boston, MA: Pearson Education, Inc.

Higbee, T. (2010, December 17). 26 Blog Design Tips for Non-Techies and Non-Designers. Retrieved August 30, 2012 via:  

Lifton, C. (2012) Retrieved August 30, 2012 via http://craigsgeeklife.blogspot.com

Marsh, C. et al (2009). Strategic Writing Multimedia Writing for Public Relations, Advertising and More. (2nd ed.). Boston, MA. Pearson A and B.

Redmon, B. (2012) Retrieved August 30, 2012 via http://wordsworthamillion.blogspot.com/


Tuesday, August 28, 2012

Delivering Bad News Tactfully and Effectively


         Scenario

       I am a department manager in a mid-sized company that provides technology support services.  I have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service.  One of my employees, who has been with the company for two years, is performing at a substandard level and I have received numerous complaints from customers and coworkers.  In addition, this employee has displayed confrontational behavior, which has created a hostile environment.  I must now meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal.

  
      Sandwich the News

When preparing to communicate a problem or bad news it is beneficial to cushion the bad news between bits of positivity. This is also known as sandwiching the bad news. By opening with something positive and closing with something positive, the bad news is rendered less offensive as the message received begins and ends on a positive note. 

         Find the Good

 
I would approach this employee by asking him to meet with me in my office. I would begin by thanking him for his two years of service and commitment to our company and stressing the value I place on him as an employee and as an individual. 

        Be Firm But Unemotional


I would express to him that it has come to my attention that there has been a noticeable decline in his performance and that there have been numerous complaints from customers and coworkers. I would mention my disappointment in the fact that he has displayed confrontational behavior, which has resulted in a hostile environment. I would ask him to explain his behavior and question if there is any underlying cause of which I should be aware. I would explain that I am asking in order to offer assistance if there is a need for any. I would remind him that the company provides excellent benefits that offer assistance in an array of situations, if there are any such situations going on at home, for example related to drugs or gambling, or if there were an illness in the family for which anyone needed any type of counseling.

      Barring any of these, or even despite them if that were the case, I would explain it is necessary to come to a speedy resolution. I would tell him that his confrontational behavior is unacceptable and a violation of the terms of his employment.  

Anticipate Reactions
Based on his recent behavior, I would expect the employee to become defensive and belligerent. I would expect him to overreact and in essence validate my need to speak with him in the first place. I would counter by explaining that it is exactly this behavior that is increasingly causing incivility in the workplace.


       “Incivility [sic] is characterized by intent to harm either specific individuals or the organization. Incivility manifests itself in behaviors that demean the dignity of others and violate broad social norms of mutual respect” (Shockley-Zalabak, 2012, Page 287). I would ask him if it was his intention to do so, since this is the perception of customers and coworkers.

Offer to Mediate

         I would offer to mediate if necessary to resolve issues between him and his coworkers. I would stress however, that effective immediately he would be on notice that there would be zero tolerance for his aforementioned behavior moving forward and that failure to correct his behavior would result in his immediate termination.  


Back to the Good

         I would remind him of the qualities that made him such an excellent candidate for his position initially, and encourage him to dig deep and try to rekindle what it was that inspired him to want to work there in the first place. I would tell him that I believe in his ability to make the right choice and to the right thing. I would thank him again for his service, and let him know I hope he will once again be the asset that he once was. “Ending on a positive note preserves the established goodwill. You want [him or her] to feel favorable disposed toward you and to feel you care about [him or her]” (Roebuck, 2006, Page 89).




References

Roebuck, D.B. (2006). Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.


Schockley-Zalabak, P. S. (2012). Fundamentals of organizational communication: Knowledge, sensitivity, skills, values (8th ed.). Boston, MA: Pearson Education, Inc./Allyn & Bacon