Communication Quality Experience(QCE )

1. Communication Quality Experience(QCE) • What does this mean • Why is it important • How does it effect us • Why do we need it • How important is it

2. What does it mean • The ability to communicate effectively across cultural boundaries • qce is an individual level construct that occurs during a interpersonal interaction and is dependent on the degree of an individuals interactions • QCE is effected by: • Communication situation • Characteristics of the communication partner • Individuals ability to communicate with the partner • Captures the perceived quality of communication • It depends of the following • Clarity: cognitive aspect of the intercultural experience. Degree of comprehension of the meaning being communicated • Responsiveness: the behavioral aspects of the meaning being communicated • Comfort: positive effect of ease and pleasantness of interacting with each other during the communication process

3. Social action is defined as a social interaction where two or more • social actors are co-ordinating their material acts and speech acts to carry out • their plans of action. • Predictive Meaning: The function of the information content is to assign • an attribute to an identifiable object such as the price of a car • Illocutionary meaning:The function of the action component is to decide • the communication modus i.e. Whether the speech act should be used cognitively • (assert) or interpersonally (offer). • Communication must be: • Relevant and comprehensible information content. • Relevant and understandable action aspect. • Comprehensible communication. • Trustworthy communication • Criticized, controlled and defended.

4. Clarity, Responsiveness and Comfort • Clarity • I understand what the other side is saying • I understand what is meaningful to the other side • We clarified the meaning of what they are saying • I think the other side understood me • Responsiveness • The other side responded to my questions • The conversation ran smoothly • We were both willing to listen to each other • Both sides kept silent from time to time to reflect • Comfort • Neither side was nervous talking to each other • Both side felt they could trust each other • Both sides could interact well with each other • Commonality existed between both sides

5. Why is it QCE important and how does it effect us • In an increasing global world QCE is important. Miscommunication increases as cultural difference increase (Similarity Theory: People are attracted to those they find similar in attitudes, values and beliefs)) • At no time in history has the contact between individuals from different cultures been greater • Intercultural interactions represents one the most common and critical challenges in conducting international business • Intercultural interaction create uncertainty and a greater potential of misunderstanding and conflict • QCE It is lower in intercultural interaction than in same culture interactions • Cultural difference in communication style leads to confusion • In same culture communication QCE generally results in a more positive response and satisfaction for both parties • The relationship between all three dimensions of QCE( Clarity, Responsiveness and Comfort) is more pronounced during same culture interactions than during intercultural interactions • However we all have to work in an intercultural world and that is why QCE is important • Proper messaging between using Clarity, Responsiveness and Comfort in intercultural messaging leads to better communication

6. Why is it QCE important and how does it effect us • Business communications implies commitments and obligations that must be fulfilled during the course of the business process • Communication acts as the method of conveying this information • Hence the quality of the communication is paramount for the proper information to be conveyed • Communication of high quality is in the meaningful use of language • Communication is used to promise, order, warn, request and offer • Successful communication is when the listener comprehends and accepts the message • Communication must have the following for both parties • Relevant and comprehensible information content • Relevant and understandable action aspect • Trust between parties • Can be criticized, controlled and commented on by both parties

7. Why do we need it • Service orientation: Most current organization are complex and provide a service. • Process Improvement and Collaboration across boundaries • Communication across diverse regions and functions • Leadership: Be able to provide leadership to diverse geographically distributed locations • Continuous improvement: In the current environment if organization cannot improve they perish. • Provide Guidance and assistance to diverse departments within an organization • Work Process Improvement: Communicate effectively improves in one area across to other • Workplace excellence: Help provide best practices learnt in one location to other • Resource Utilization: Utilize resources effectively and efficiently • Service excellence: Provide the best service possible form which ever location

8. Why do we need it • Communication is generally ambiguous • Trust is chaotic • The context generally defines the communication • Perspective is generally contextual • Technology is an enabler*** • Bad communication results in organizational delays • Bad communication results in individual complacency • Bad communication results in individual stagnation • Bad communication results in organizational silos

9. How is it important • Helps in better collaboration • Helps in improved comprehension of the problem • Increases enthusiasm • Increases innovation • Improves timeliness of process and product • Improves cohesiveness • Reduces time to market • Improves quality • Improve employee retention • Improves employee satisfaction • Generally leads to market leadership

10. How is it important • Builds trust across boundaries • Changes and challenges assumptions • Makes the organization more democratic • Help generate new ideas • Reduces redundancy of people and process • Improves diversity • Allows the flow of ideas across the organization • Reduces ambiguity • Improves process and transaction time • Improves collaboration