9789163711169 by Smakprov Media AB

FOOLPROOF INTERNATIONAL COMMUNICATION

❧

Peter Chadwick

Pia Moberg

Japco Publishing House 2013

Preface 4

CONTENTS

Preface 6 Foreword

Foreword Introduction 8

Cover images by Thomas Feiner (www.feinerarts.com). Front cover clouds captured en route from Gothenburg to London. Back cover sky captured on flight from Shanghai to Zhangjiajie. 3D-mapping earth imagery by courtesy of NASA Earth Observatory. Illustrations number 1, 3, 4, 5, 6, 7, 8, 9, 10, 13 by Pia Moberg Illustrations number 2, 11, 12, 14, 15 by Thomas Feiner

6 Introduction to the Foolproof International Communication concept – To the native Introduction English speakers – To the non-native English speakers – How to read this book – 8 Introduction to the Foolproof International Communication concept About the authors – To the native English speakers – To the non-native English speakers Chapter Foolproof Communication 15 – How to1: read this book Aviation – About the authors Aviation background — message format — ICAO standard phraseology Chapter 1: Foolproof Aviation Communication 15 Chapter 2: The music of Language 29 Aviation background – message format – ICAO standard phraseology Turn-taking — overlap — listener v. speaker responsibility — chairman’s role Chapter 3: 2: Offshore The musicEnglish of Language Chapter 35

Turn-taking overlap –denominator listener v. speaker responsibility – chairman’s role Sets: native —–common — absorbed — learned — best Offshore English tips and tricks Chapter 3: Offshore English Chapter 4: Expressiveness 47 – absorbed – learned Sets: native – common denominator Body language losstricks — information overload – best Offshore—information English tips and

29 35

Chapter I Know You? 53 Chapter 5: 4: Do Expressiveness © Pia Moberg & Peter Chadwick 2013 Foolproof International Communication Get Real! Series, Japco Publishing House Rosengatan 2A, SE 413 10 Gothenburg, SWEDEN

47 Zero communication — how toloss avoid it — the place of the relationship — Body language – information – information overload hierarchy Chapter 6: 5: Do I Know You? 53 Chapter Who am I? 59 Zero communication – how to avoid it – the place of the relationship – hierarchy Frames of reference — names & titles — greetings — concept of time — purpose of meetings Chapter 6: Who am I? Frames of7:reference names & titles – greetings Chapter Blended– Communication 65 – concept of time – purpose of meetings “Beam me up, Scotty!” — tools & means — making a plan

Printing: B4PRESS in cooperation with ALMA PLUSS, Latvia 2013 Distribution: B4PRESS, www.b4press.com, info@b4press.com

Chapter Protocol 75 Chapter 8: 7: Establishing Blended Communication

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the authors.

Epilogue 81 Chapter 8: Establishing Protocol

Putting it all89 together – stating the obvious – protection, permission & power! Afterword

ISBN 978-91-637-1116-9

Putting all up, together — stating obvious — protection, “Beamitme Scotty!” – toolsthe & means – making a plan permission & power!

References 90 Epilogue 81 Afterword 89 References

PREFACE PREFACE

As the United Airways Boeing 767 climbed into the sky above Germany, As the United Airways Boeing 767 climbed into the sky above Germany, the man in seat 21A (your co-author, Peter) waited for the “seatbelt” sign to the man in seat 21A (your co-author, Peter) waited for the “seatbelt” sign to be extinguished in order to be able to turn-on his lap-top computer and be extinguished in order to be able to turn-on his lap-top computer and commit his absent-minded musings1 to electronic memory. commit his absent-minded musings1 to electronic memory. Indeed, the trip on which he was embarking seemed to sum-up the whole Indeed, the trip on which he was embarking seemed to sum-up the whole essence of international communications that this book is all about. essence of international communications that this book is all about. Firstly, the mission: Firstly, the mission: An Englishman, living in France, with the task of flying to the USA for a An Englishman, living in France, with the task of flying to the USA for a week to train a collection of French, Swedish, American, Japanese and week to train a collection of French, Swedish, American, Japanese and Brazilian engineers in the fine arts of pedagogy, communication and Brazilian engineers in the fine arts of pedagogy, communication and knowledge transmission. knowledge transmission. Secondly, the trip itself: Secondly, the trip itself: A breakfast of café and croissants in Lyon, France followed by a lunch of A breakfast of café and croissants in Lyon, France followed by a lunch of frankfurters washed down with pilsner beer in Frankfurt, Germany. By frankfurters washed down with pilsner beer in Frankfurt, Germany. By evening, it would probably be some sort of down-to-earth, home cooked evening, it would probably be some sort of down-to-earth, home cooked burger in Maryland, USA. burger in Maryland, USA. The aircraft, full of people from all over the world and flown by an The aircraft, full of people from all over the world and flown by an Austrian pilot and American co-pilot would take a routing over Germany, Austrian pilot and American co-pilot would take a routing over Germany, France, and the north Atlantic, then Newfoundland and finally Washington France, and the north Atlantic, then Newfoundland and finally Washington D.C. Nothing out of the ordinary, then, just another day in international D.C. Nothing out of the ordinary, then, just another day in international business… business… Most importantly, what was happening up-front, on the flight-deck? Most importantly, what was happening up-front, on the flight-deck? As a pilot himself, the man in seat 21A knew full well what was going on: As a pilot himself, the man in seat 21A knew full well what was going on: Foolproof International Communication to aviation standards in full swing! Foolproof International Communication to aviation standards in full swing! The crowded European sky is full of flights to and from destinations all The crowded European sky is full of flights to and from destinations all over the world. The air-waves are packed with crisp, efficient, straightover the world. The air-waves are packed with crisp, efficient, straightforward conversation between pilots and air traffic controllers of many forward conversation between pilots and air traffic controllers of many different nationalities. different nationalities. 1

thoughts thoughts thoughts

The one common denominator which unites this disparate2 crowd: the use 2 The one common denominator which unites this disparate crowd: of English as a common communication tool. Indeed, the need is for the all use of English as a concise commonand communication parties to be clear, convincing: tool. Indeed, the need is for all parties to be clear, concise and convincing: ❍ The sky is crowded with aircraft. ❍ is crowded with aircraft. ❍ The All sky nationalities speaking English. ❍ All nationalities speaking English. ❍ Airtime is scarce – one must be brief. ❍ Airtime is scarce – one must be brief. ❍ Mistakes and misunderstandings are NOT an option: safety is at stake. ❍ Mistakes and misunderstandings are NOT an option: safety is at stake. The initial spark for this book came to your co-authors, Pia and Peter, The initial spark for thison book cameplane. to your Pia and Peter, somewhere over Siberia another Thisco-authors, time, a Nippon Airways somewhere over Siberia on another plane. This time, a Nippon Airways Boeing 777, carrying the duo back to Europe after another successful Boeing 777, communications carrying the duo back in to Japan. Europe after another successful international seminar international communications seminar in Japan. The strength of the book comes not only from the concepts and The strength the laid-out book comes and techniques whichof are herein,notbutonly alsofrom fromthe theconcepts way it was techniques which are laid-out herein, but also from the way it was conceived and developed: as the book was to be about high performance conceived and developed: as the book was tohow be better about high performance communication, including distance working, to produce it than communication, including distance working, how better to produce it than to “walk the talk” and to co-write the book using state-of-the-art remote to “walk the talk” and toThis co-write thewe book collaboration techniques? is what haveusing done.state-of-the-art remote collaboration is what we Communication have done. All of thetechniques? FoolproofThis International (FIC) concepts All of the Foolproof International Communication (FIC)number concepts outlined in this guide have been tried and tested on a large of outlined in this guide have been tried and tested on a large number of international professionals. They have shown their worth. Based on proven international professionals. They have theircombination worth. Basedofonfields proven practical experience, this book is a shown powerful of practical this booklinguistics, is a powerful combination of fieldsand of knowledgeexperience, spanning aviation, non-verbal communication knowledge spanning aviation, communication cultural aspects. We would likelinguistics, to thank allnon-verbal participants in our trainingand for cultural aspects. We would like to thank all participants in for your feedback and inspiration, without you this book wouldour nottraining have been your feedback and inspiration, without you this book would not have been written. written. This book is primarily aimed at people who have the need to This book internationally. is primarily aimed at people have the ofneed to communicate Very often, this willwho be via the use remote communicate internationally. Very often, this will be via the use of remote communication, but all of the techniques are also very powerful in face-tocommunication, all of the alsoyou verytopowerful in face to face meetings. It but is written withtechniques the aim ofare taking a new, higher level face-meetings. It is written with the aim of taking you to a new, higher of skill in international communication in the most efficient way possible. level of skill international the most efficient way Welcome to theinfirst publicationcommunication in the Get Real!inseries. possible. Welcome to the first publication in the Get Real! series. Lyon and Gothenburg, December 2012 Lyon and Gothenburg, December 2012

disparate dissimilar disparate==diverse, diverse, dissimilar

FOREWORD

Communication in a global world is a challenge from many different perspectives. It all turns out to be a matter of respect towards each other with considerations taken to culture, language skills, perspective and personal relations. We still remember the first time we met in Japan. One talkative Swedish Volvo woman speaking broken English with high speed and a humble, rather silent, listening Japanese Nissan Diesel male Manager with still limited English skills. We had a challenging task to solve together, and to be able to come to a common view we used Japanese-English management consultants to secure a common understanding when we built the joint action plan. This was a good start! However the key is to spend time together, get to know each other and by that build trust towards each other. To learn from each other’s perspectives without judging what is right or wrong trying to encourage people to raise issues and use their experiences. We have had this luxury to build the foundation for a good communication, but still there are some tricks to learn in order to understand each other. Common comments are “Speak slowly!”; “Use simple sentences”; “What does this means to you?”; “I will just confirm that I have correctly understood…” If we could have got the very simple pragmatic advice written in this book when we met five years ago, it should for sure have been much easier. In real life, however, we have built a similar way of communicating without knowing it. Yes, it took longer time, but it works!

Flight in private aircraft is a passion that I teach in French aero clubs. In order to live this passion for flight, one must observe certain simple rules due the fact that the sky is shared by many different types of aircraft operating under both visual and instrument flight rules. Above and beyond the pure quality of airmanship, one must know how to observe one’s environment and how to communicate; how to anticipate one’s actions in response to the situation. Modern aviation is dense, particularly at the approach to airports and aerodromes where aircraft with varying operating speeds necessitate a communication which is simple, rapid and without ambiguity. The principle of communication is based upon discipline in the use of the radio, careful listening and the use of standard phraseology. In aviation, the use of the English language is obligatory when practicing international flight. This implies an adapted speed of speech in order to ensure good comprehension. It is my experience that the skills and competencies acquired in becoming a pilot are transferable to daily life. The knowledge, the frame of mind and the powers of reasoning and decision making can be of an immense benefit in the professional sphere. The subject of communication examined in this book is no exception to this rule. Bernard Cuirinier Flight Instructor Lyon, France

In an environment with many nationalities this is even more important. Use the advice, show respect to each other and it will work!

Kyouji Funatsumaru Senior Vice President APAC Cab and Assembly Volvo Group Trucks Operations

Katarina Lindström Senior Vice President Industrial Strategy and Capacity Planning Volvo Group Trucks Operations

INTRODUCTION CONSTABLE [FRENCH CAMP, SPEAKING ABOUT THE ENGLISH] Dieu de batailles, where have they this mettle? Is not their climate foggy, raw and dull, On whom, as in despite, the sun looks pale, Killing their fruit with frowns? Can sodden water, A drench for sun-reined jades, their barley-broth, Decoct their cold blood to such valiant heat? And shall our quick blood, spirited with wine, Seem frosty? William Shakespeare, King Henry V - Act 3, Scene 5

In today’s high speed international world, we clearly see the need to communicate in the lingua franca of English. But, very often, traditional English language training misses the point. Business needs do not require us all to be able to fully understand the complete works of Shakespeare. Instead, what we need is an efficient tool for good quality international communication – native English speakers included. By learning the concepts and methods outlined in this book, you will be able to quickly make a leap forward, with relatively little effort, in your skill as an international communicator, whether your native language is English or not. In other words, you get “a lot of bang for your buck”.3 So, if we’re aiming for practical tools, why start with a quote from the famous bard himself? Well, a quick look into the past can shed a lot of light on today’s complex world, put things into perspective and give us some useful tips and tricks: ❍ In international communication, it is important to have cultural aspects in mind and this extract from the play “King Henry V”, is a 16th Century 3

As we’ll see, it is good practice to avoid using too many idioms, expressions and sayings these easily become confusing international counterparts. As we’llassee, it iscan good practice to avoid using tooto many idioms, expressions and sayings as these can easily become confusing to international counterparts. However, using However, using metaphors to illustrate can aid understanding. Here, themetaphors Americanto illustrate can“a aidlot understanding. the American expression lot of bang for yourfrom buck” expression of bang for Here, your buck” literally means to“aobtain big results a literally means to obtain big results from a small expense (bang = explosion, impact; buck = small expense (bang = explosion, impact; buck = slang for one dollar).

cultural comparison of the French and the English characters. The English are portrayed as a calm people; the French as energetic. Today, we have cultural models using statistical data to clarify and quantify these tendencies. ❍ Whilst Shakespeare was clearly a master of the English language, the number of words in his day was only about 20% of today’s total of around 540 000 words – and just look what he did with them! So the message to us should be that we don’t need an immense vocabulary to communicate well, just an adequate repertoire of internationally understood words. ❍ Grammar and spelling at the time of Shakespeare was also quite “freestyle”. Shakespeare wrote his own name with many different spellings. The only one he never actually used is reportedly the version which we use today! So we should not be too pedantic about grammatical and syntax accuracy. If the message is understandable, then it’s good enough! ❍ If a word didn’t exist, Shakespeare would often invent one. So there’s no reason why we can’t use some creativity today if it will help to get the message across better. ❍ Finally, the play is set around the battle of Agincourt – a famous battle between the English and French. Many conflicts throughout history have, at least in part, been due to cultural misunderstandings in general and communication problems in particular. Mastering the art of Foolproof International Communication can only make us more successful, increase cooperation and creativity and reduce conflicts. Good luck, or as Shakespeare would say, “Fortune brings in some boats that are not steered”!4

A A boat boatwhich whichis is steered might, if lucky, be brought home by the wind notnot steered might, if lucky, be brought home by the tide, the tide, windthe or by the or by the current. current. 4

slang for one dollar).

Notice to both native & non-native English speakers Dear native English speaker, You may be wondering if you really need all this stuff. After all, you speak English fluently, right? So no worries! Or are there? Whilst it is true that native English speakers undeniably hold an advantage with their mastery of the language of Shakespeare, there are now many well-documented and well-known cases of native English speakers losing out on deals… to non-native speakers. In fact, due to their mastery of the language, they have a tendency to speak too fast, have too strong an accent and use too many idioms. Non-native speaking partners often prefer to converse with fellow non-native speakers. The speed is slower, the pressure is lower and the turn of phrase may well be easier to decode than that of a native English counterpart. If the result is a lost deal or opportunity, most native English speakers will start to ask themselves how to remove this paradoxical English language disadvantage. As an example of a mediocre attempt at international communication, have you ever witnessed a native English speaker trying to communicate with a “foreigner” in the following way?

❍ Step four: The penny has still not yet dropped?6 Well, too bad. It’s clearly a hopeless case. Time to give-up and move on… This is obviously a caricature (and no offense is meant to either native or non-native speakers). It is clear that we need methods and tools more advanced and more effective than this! So read on…

❍ Step one: deliver your message in full speed, no holds barred, “normal” English (knowing full-well that your non-native partner will probably not understand any of it) ❍ Step two: if met by the expected “deer in headlights”5 incomprehension expression, simply repeat your message, but much louder (that should do it!) ❍ Step three: still no luck? Repeat a third time, even louder, and this time use exaggerated facial expressions and hand gestures in order to really get your point across…

A startled expression – as would be that of a deer in the road at night, when 5 A startled – as would be that of a deer in the road at night, when caught in a car’s caught in aexpression car’s headlights a car.

headlights.

The penny drops means that the person has understood, as in a coin operated The penny drops means that the person has understood, as in a coin operated machine. machine.

Dear non-native English speaker, So you’re out there, trying to make an impact in the international business arena. But, how can you compete with all these fluent native speakers? And even some of your own country men and women seem to be much more at ease than you in this Anglophone language soup…Well, take heart, for there is good news! Firstly, as mentioned above, many non-native English speakers actually prefer to deal with fellow non-natives. You are easier to understand! Secondly, particularly for people with a Latin base to their languages, your sentence construction, as you simultaneously translate your ideas into English as you speak, may well be far clearer. Your language may also sound more refined than that of native speakers using phrasal verbs and “gets” by the bucket-load! Finally, and most importantly, whilst it takes much effort and many hours to improve your English according to standards such as TOIEC and TEFL, quite quick gains can be achieved by applying the principles and techniques described in this book. As an example, experience shows that when starting from a very basic level of English (a TOIEC score of 200, let’s say) about one hour of study will be needed to improve your score by one point. Once you reach quite a proficient stage (around TOIEC 730 and beyond) to gain an extra point could need an investment of anywhere between two to four hours of study. This would mean that a proficient speaker would need to invest between 200 and 400 hours to increase their proficiency by 100 points. By using Foolproof International Communication, whatever your level of English, your messages will immediately become clearer, your understanding will be enhanced and ultimately the quality of your communication will improve. Above all, the risks of embarrassing and potentially harmful misunderstandings will be dramatically reduced. Your co-authors have found that even a one-day seminar produces a great leap forward in ease of international communication for participants. So, read on…

How to read this book Each of chapters 1-8 is divided into four parts: In Medias Res; So What?; Foolproof International Communication Method and Exercise. In Medias Res is Latin and means “into the middle of things”. This first part provides the reader with a short dramatic narrative about the chapter’s main topics. So What? explains what the case is really all about under the surface. The Foolproof International Communication Method is our suggestion for improvements and solutions in the target area. In the Exercise part we give you two exercises to try out your new knowledge and apply it in your daily work. The Foolproof International Communication method is also summarised in a “checklist” format which you will find pictured. Checklists are used by pilots as a way of ensuring flight safety by avoiding mistakes that could come from missing out crucial actions or aircraft control settings. Very often, these books are spiral-bound with tabs for ease of use. They contain different sections for the different phases of a flight. In the same way, each checklist in this book relates to a different aspect of Foolproof International Communication. You can make up your own pilot’s spiral-bound checklist by reproducing and printing out the ones pictured in the book. Blank checklist booklets can be bought from your nearest pilot’s shop. Slip your printed checklist papers into the plastic sleeves to make your own quick reference Foolproof International Communication checklist!

Why the “Get Real!” stamp on the front cover of this book? We could say, “Get real! It’s the 21st Century!” because whether we like it or not, whether we feel comfortable about it or not, it seems that our human race is set on becoming more and more global as we move forwards into the new millennium. With “Get Real!” we are suggesting that we should accept this as a “given” and adapt accordingly to this opportunity. In “Get Real!”, there is also the notion of reality, of practicality. The format of this book has been chosen to be practical and immediately applicable in real life. Finally, reality has been the generator of the Foolproof International Communication concept. Real situations, real fields of knowledge and real experience of problems and solutions in international relations have been combined to form this model. So now, let’s Get Real! with Foolproof International Communication!

About the authors Pia Moberg: a Swedish, female, non-native English speaker with an extensive knowledge of Asian culture in general and Japanese culture in particular; works out of Sweden as an intercultural coach, trainer and consultant; her background combines academic studies applied to practical situations. She is a fifth grade black belt holder in the Japanese martial art of Aikido and runs her own Aikido club. Peter Chadwick: a British, male, native English speaker with an extensive knowledge of Latin culture in general and French culture in particular; works out of France as an intercultural coach, trainer and consultant; his background combines a long track record of pragmatic, “in the field” international experience in business with knowledge as a pilot, mountaineer and scuba diver. Daily life is filled with the rich experience of living in a mixed-nationality family (English / French). Together, this complementary duo has undertaken many successful international missions which have allowed them to develop and perfect the ideas, concepts and methods which are detailed in this book.