Evaluating Cultural Behaviour (Blog Post #4)

Amy, an American, met her Japanese ex-husband Kouhei in university. They decided to get married in Kouhei’s hometown, Kyushu, Japan, after graduation, bringing along Amy’s parents who had not visited Japan. Kouhei had hardly mentioned anything about Japan and Amy had only met his parents a few times as they had to work in Osaka. Nevertheless they appeared to get along well with each other although Amy was often quiet due to language barriers.

When Amy saw her in-laws at the marriage registration, she dashed over to hug them and shouted their names, “Hi Makiyo, hi Takeshi!” Kouhei, upon sensing his traditional parents' displeasure, immediately whispered to Amy to bow and restrain her excitement.

During lunch when everyone tucked into their ramen, Amy's side was shocked by the loud slurps Kouhei's side made. The Americans saw it as impolite and noisy while the Japanese viewed it as polite, an expression of enjoyment and a way of cooling the hot ramen. Amy’s in-laws then offered her the mentaiko (fish roe) sushi. As Amy is worried that she would get diarrhea from consuming raw food, she waved her hand and said, “No, worry.” Her in-laws heard it as “warui” (bad) and misinterpreted it as an insult. Amy’s side often picked food up by piercing through with the chopsticks which they were inept in, talked and laughed loudly while eating and pointed the chopsticks at the Japanese. After all, they usually did these with their knives and forks but the in-laws considered them as disrespectful.

The next six months of living together were not amicable for both families due to the vast differences in cultures and practices. Eventually, Amy and Kouhei divorced, which was probably the only common thing between the two societies.

I feel that Kouhei should have told Amy more about the traditional Japanese customs to prepare her for meetings with his conservative parents. This would be fair to a foreigner like Amy ("kouhei" actually means justice.) Also, Amy and her parents should have also done some research before moving to Japan to avoid any blunders. If both sides had taken time to try to understand each other's backgrounds, their intercultural communication skills would have been enhanced and the split could have been prevented too.

(Test: Please spot one cultural mistake in the picture)

Business Correspondence Critique (Blog Post #3)

American Home Assurance Company
Singapore




9 Sep 2008


Khoo Li Tik
232 Bain St
#06-21
Singapore 180232




Dear Insured

SUBJECT: Complete Set of Terms and Conditions
Policy Number: 2102102102
Vehicle Number: SBY2007S


We have established from our records that due to a recent glitch in our system, the Terms & Conditions of the Policy you have received are incomplete. Please discard the earlier set of Terms & Conditions as we attach no the complete set of Policy Documents for your reference. Attached too for your reference is the relevant endorsement in respect of the MCF terms.

We would like to highlight that the Terms & Conditions incorporate the Motor Claims Framework (MCF) initiative which took effect as of 1 June 2008. The MCF is an industry-wide initiative aimed at enhancing the level of service for all motor policyholders. The MCF was announced by the General Insurance Association of Singapore in March this year.

As a motor policyholder, you are required to do the following after the occurrence of an accident involving your motor vehicle:

a) report the accident to us with your accident vehicle (whether damaged or not) via our approved reporting centres or approved workshops within 24 hours or the next working day of the accident; and
b) contact us or the approved reporting centres or our authorized workshops to arrange fro towing of your disabled vehicle to our approved workshops

Please note that with effect from 1 June 2008, our main office at 22 Martin Road will no longer accept reporting of accidents. A list of our approved reporting centres and/or approved workshops may be found in the certificate of insurance. Alternatively, you may call our 24-Hour AIG Auto Assist hotline at 6338 6200 for the approved reporting centres in the event of an accident.

We apologise for the error and inconvenience caused. Should you need information about your Policy, please call our Customer Service Hotline at 1800 419 300 (Monday to Friday: 9am to 5pm).


Yours faithfully


American Home Assurance Company
Customer Services Group

This is a computer-generated letter that requires no signature.


Incorporated in the United States with liability limited AIG Building, 22 Martin Road Singapore 239058


This grammatically-sound letter has words like “for your reference” and “should you need”, showing that American Insurance Group (AIG) is trying to build rapport with its customers, who would also feel that AIG is giving them significant attention.

Some important points have been underlined and boldfaced so that readers can immediately notice them upon opening the letter. A little background about an initiative was explained such that commitment to customers was expressed. This letter, with specific information, like technicalities and dates, has an overall good flow. It ended off pleasantly with AIG’s apologies and Customer Service hotline.

However, some changes can be made by AIG to show more sincerity, since it is also conveying its apologies.

Firstly, the recipient’s courtesy title and last name can be used in the name and salutation, respectively, like “Ms Khoo” in this instance. Secondly, “technical fault” would be a better substitute for “glitch” to make the letter sound more professional. Lastly, neither the name and designation nor a signature of any person-in-charge was included at the end of the letter. A person of some rank should authorize this letter to acknowledge AIG’s mistake, or else it would just look like a mere information letter.

Resolving Interpersonal Conflict

(A child of the 60's and her little daughter Backlash)

Mary, 80, lives alone as she used to argue frequently with her son-in-law, John, and wants to avoid making things difficult for her daughter, Ling. You are a counsellor who Mary confides in as both of you got closer from weekly church services.

Ling only visits Mary once weekly to send her groceries and allowances. Ling and John usually go for holidays without Mary, even on Chinese New Year, and would ask their relatives to help Mary buy her necessities.

Recently, Mary’s doctor has advised Mary to remove her eye cataracts or she may lose her sight. As Ling thinks that no one would be free to keep attending to Mary after the surgery, she decided to withdraw Mary from the operation. However, Mary wants to undergo the surgery so that she can see better, as her hearing is failing, and be more independent. Her friends and sisters who had undergone the surgery also support her. However, Ling has been very discouraging and repeatedly insists that it would be very troublesome if the operation is not expectedly successful. They argued more and Mary begins to question the filial piety Ling has towards her. You tried to talk to Ling but she was stubborn and refused to let an outsider interfere with her family matters.

As Ling would be the one paying the surgery bills, Mary has no choice but to reluctantly agree to withdraw from the surgery. As a professional counsellor, how would you help Mary solve her dilemma?