(1) Formal face to face communication. For
internal, supervisor will talk to the employees in conference room. For
external, organization hires research agent to conduct face to face interview
to customers in the street.
(2)Formal but indirect channel such as
questionnaire. For internal, Human Resources department sends questionnaire to
employees to seek for their comment. For external, like restaurant,
questionnaire is put on the table for customers to leave the comment.
Nowadays
The communication becomes informal and
indirect. For both internal and external organization, employees and customers
can share their complaint in social media such as Facebook, Openrice and
Youtube.
Shift
factors
(1)Rapid communication
In the
past the communication platform between organization & stakeholders was
restricted to just by on the telephone, mail and questionnaire. The length of
time for both organization & stakeholders to receive complains and
suggestions would take a very long time. Nowadays with the internet became our
main social media platform; sharing became much shorter and can then avoid time
consuming process for complaining even for giving suggestions. Because of that,
not only the complaining and suggestion process became easier and shorter, also
the actions & response time for organization also became faster.
Furthermore, in the past customers tends to not complain and silent protest by
not visiting the same restaurant for example; but due to the rapidness of internet
convenience, we can complain via Apps such as Blackboard forum, openrice..etc.
this help foster for those silent protestor to voice out; also from
organization perspective, they can get a more information from various parties
(passive & active people)
Photos from www.openrice.com
(2) More information sharing/ More
integration
As today’s
internet is a social media platform for a collective of online channels for
communities to interact and respond. This is then became one of the most
important ways for customers and organization to share and get information.
Online reviews, comments and online venue such as Facebook [2], twitter [3] and
online forums [4] can also share comments and complaints. Therefore,
organization can use these platforms for immediate responds to customers and CRM
monitoring.
The new
environment rapid communicate had bring us is not only just convenience but
also help from human side to avoid direct face-to-face complain. Indirect
complaints and suggestion can help lower the conflicts between organization and
customer. On top of that, it could also avoid unnecessary gestures between
direct human interactions.
(4)Flattening the
organization chart/ Avoid power distance
For
both organization and customer context, the ease of sharing information via
various internet/intranet platform have also lower the power distance between
them. They can freely comment (informal complain) rather than formal complaints
which would harmonized the inter-relationship of the 2 parties.
photo from http://www.consumeraffairs.com/retail/walmart_emp.html
Photo from www.facebook.com
Why do organization
& customer benefit from complaints & suggestions?
1.More
methods to show Logos to organization. Logos are “content of the argument,
reasons, data”. As the increasing of communication, more and more information
can be shared. Consequently, stakeholders aware what their benefits are and
comparison will push them to get more. As a result, the only way to get more is
enlarge the pin (Thompson), and get improvement, due to everyone wants more. As
David said, “Persuasion promoted understanding; Understanding breeds
acceptance; acceptance leads to action”(Garvin, P9).
2. BATNA(is best alternative to a negotiated
agreement) is balance to employees. Not like before that people found the job
in the same town where they lived, but now where there is the good opportunity,
people will go there. All the stakeholders have their own BATNA, and the way to
keep them in competitive advanced is getting them improvement.
3. Organizations need for Learning
organizations (win-win). The more communication, the more they can interact
each other. The more interact, the more they can learn from each other. In the
other ways to say is that complaints and suggestions are helping each other to
get improvement. According to Hansen said, “As long as there’s an
organizational culture where there is no incentive for contributing, there will
be no contribution”. (Hansen, P3)
Thank You Soooooo Much for all the positive comments from all the audience who actually read through our LONG satire of persuasions. Although it was a long post, the message we would like to share to everyone should be provoking enough. Yet there are more we would also like to share which was originally "PLANNED" to share in the comment part. As mentioned in the last post, we are assuming there is NO political motivation from Ms.Lam. Then we analyzed how her profession(Teacher) and actions(Swore in public) influence offspring, and the consequence & after effects of this incident. there were people support her because of "Freedom of speech" and "Justice" and not support as for a reason of "profanity word in the public is not right". A lot of public people in most of the time FOLLOW what other people's thinking & actions without thinking & analysing; because they had been influenced by the education system in Hong Kong - "Spoon feed" system, so that they either don't think, don't analyze before making judgement; or being too political and will just oppose the opposite parties whatever they carried out. We will now show you the second part: The "TRUTH" behind. We will start with ignoring the background of the incident and whose right or wrong first. we are really focusing on Ms.Lam, which she claimed she is spoke for justice when she "on the way home from buying food and walked pass this incident; then she speak for justice because she did not agree with police's action". but the truth is, this was detail planned from a political party called "調理農務蘭花系：打倒港共流氓政權" [1] this party planned and set up the confrontation and conflicts, so that they could achieve their party goal - "Influence public towards Anti-China political power"
Anti China political Party 調理農務蘭花系 - Member includes Ms.Lam
Ms.Lam
Anti China party's member set up the incident, they claimed they only just walked pass.
Top: this man claimed he never met Ms.Lam before and show his support. Bottom right: he is also a member of anti China party.
another picture had shown this man was with Ms.Lam in a different incident.
Above have shown that this was detail planned, and tell lies on everything and on every secret mission they had. The moral of story is we need to analyze and see different views before making judgement. Furthermore, we encourage Hong Kong people think holistically; do not mix personal emotion and political preference in analyzing incident we have read from the media. In Most cases, media also had their political preference and they DO dilutes other information for persuading the public towards their preferred conclusion and instigate the public.
We have shown some information and our comments on looking into data, information and trust. we have also shown the current phenomenon in Hong Kong and how people do things with a hidden agenda and political missions. WE DO NOT PLANNED TO SHOW MORE... but to leave a question for audience, we owned our brain, our thinking and views.
Do you still wanna trust the information you have received and choose to believe it? OR You like to analyze your information in a holistic views and find out the truth before jump to a conclusion?
There was a comment about how we would think about "LOCUST" case. Our views is simple, although some of the mainlanders may have affecting livelihood to Hong Kong, e.g. Transport, Hygiene, inflation...etc. this does not mean we have to put "HATRED" into play. We have not investigate too much into this case, but one thing we can comment about is the symbolic icon of "LOCUST = China Traveler" seems a bit harsh. we believe this would address in a soft way instead of a hard way. To go any further of this hatred would aggravate the conflicts between Hong Kong and China... This is not a separate case, and can go very political in the public. I suggest we need to see this from different perspectives, pros and cons; analyze our information thoroughly before immediately putting HATE, AGAINST, DISLIKE as conclusion of this.
The persuasive efficacy of satire for social improvements we have learnt through this blogging process was great. We were not just describing the case but to persuade public and provoke new thinking to our audience. The effect and influence our comic strip have a strong link between the ways we share our information, the sequence, argument we have made, discussion focus and consistence. To be successfully persuade our audience, we must know what to not do in our persuasion; According to "The Necessary Art of Persuasion" by Jay A. Conger[2], we do not do hard sell, and not do just presenting great argument. in our persuasion method we have described our case in vivid language and brought out discussion under different situation with evidence well provided, as Jay A. Conger [3] have also mentioned. These have provide us some solid grounds to design/planned our satire which help us gained a great success on being agreed from our audience.
Thanks to all~! Pictures: http://news.discuss.com.hk/viewthread.php?tid=22273904 [1] https://www.facebook.com/dllmlfh [2] "The Necessary Art of Persuasion" by Jay A. Conger. Page 87-88 [3] "The Necessary Art of Persuasion" by Jay A. Conger. Page 91-93
The incident we would like to study is an
incident happening in the pedestrian area of Mongkok, Hong Kong on 14th
July 2013. A teacher named Ms. Lam Wai Sze shouted and said profanity to the
policemen. It happened when Hong Kong Youth Care Association members used their
banners to surround the banners of another association named Falun Gong
practitioners. Many pedestrian were criticizing the police for simply cordoning
off the two battling associations rather preventing the harassment. Ms. Lam
just walked by and also remonstrated with the police.
In the incident, we are not going to
investigate who is right or wrong on the political position of any parties.
Instead, we would like to study the ethical behavior of Ms. Lam when she
reflects that saying offensive language to the police is kind of Freedom of
speech. Under article 19 of the Universal Declaration of Human Rights, Freedom
of speech is the political right to communicate one’s opinions and ideas using
ones’ body and property to anyone who is willing to receive them (1). In this
case, it is thought that profanity is obviously an offensive language to the
police. Even thought the offensive way is not physically, but mentally. It
still hurts the opponent – the police who is reluctant to receive this
“attack”.
Can
you do this in HK?
In addition, ethical is generally regarded as social norm. Different counties
have different cultures. Different cultures would bring different personal
value. Different values would eventually come up with a social norm. Even thought
there is no rule by government to forbid profanity in the public area. There
are still many areas where profanity is not allowed. For instance, it is not
permitted to use obscene language in Ocean Park, otherwise, it is liable on
conviction to imprisonment for 1 month (2). In MTR, it is also prohibited to
use any threatening and offensive language. Otherwise, it is liable on
conviction to imprisonment (3). Regard with these norms, it is thought that
social norm in Hong Kong does not accept profanity in the public area.
Therefore, it is seen that HK culture does not accept profanity.
How “Freedom of Speech” is been used in Hong
Kong
Satire
Comic Strip 1
Satire Comic Strip 1: MongKok Incident (Reads from left to right)
The
first Satire we have is a parodied version of the MongKok incident. This Comic
strip is a combination of 2 blocks.
The main
message we would like to carry out is how Hong Kong People nowadays blindfold
the use and concept of “Freedom of Speech”. The contents before the incident is
not so important, but the how Hong Kong People use “Freedom of Speech” , “Core
Value of Hong Kong” and “Justice” to defense or blurrify one’s mistakes and
accuse other people is the key value for our investigate.
We have
used the incident of Ms.Lam where she had use profanity words to Police, when
legally is violating the government’s law. But then after the incident, there
were 2 clear parties on support and not supporting her profanity words in the
incidents. On one hand, the supporting party claims the persecution of Ms.Lam
is writing off the “Freedom of speech” (They claimed this is the core value of
Hong Kong); and on the other hand, the non-supporting party was rejecting the
use of profanity word which could poison the next generation if such action
continues.
On the
first block we had started with the moment when she swore to the police which
it had really happened, then caricaturize the second block by make up a scene
at the court where Ms. Lam submit a Self-defense letter for the reason of “Freedom
Of speech” to prove she is not guilty and had set free from the judge.
To
ensure the satire and the persuasion of message are able to deliver
effectively, we went straight to the point on profanity word; this is to
neglect the unnecessary background story which would not help on our persuasion.
Whether she is telling the justice is not so important, it is also not as
important about the opposing parties’ political background as to avoid wrong
perceptions from audience eyes. “The
logos of persuasion” (4)we have used is to simplify the complexity on the
background story in the 1st block of satire strip. Rhetorically, we
used lively dialogue to release the tensions and formality of proper English
rhetorical method. Furthermore, lesser words to make the dialogue outstanding,
more salience; in terms of composition of the comic strip, we have magnified
the focal point on each block. For example, magnifying Ms. Lam’s character is
to signify its focal point of the strip.
Moreover composing characters postures and gestures to reinforce Ms. Lam’s
tensions versus police’s calm to create a strong contrast and impression for
the comic. Then on 2nd block, using the Magnified Judge character to
represent the common thinking of Hong Kong People regarding to the “Freedom of Speech” (1) where this has been
widely used as excuses and to defense one self.
To make
the comic strip successful, “The Ethos of
persuasion” (4) played a very important
part where it has influenced the way how we construct the comic strip. We have
used Ms. Lam from Mongkok incident as a starting point but on the 2nd
strip, we have used the judge, the highest authority of legislative court to
reversely making decision perfunctorily by just a simple reason of “Freedom of
speech”. We have used the authority to show how Hong Kong People now being easily
influenced and twisted their logic of thinking. Therefore we have chosen the
Judge in the 2nd block of strip making a perfunctorily decision as a
super big contrast where a judge should really be a very detailed mind and knowledgeable
person.
On the
comic strip, using “the Pathos of persuasion”(4) we continuously repeating
the message of the foul word consistently to raise the emotion of audience, to
get audience to engage into our strip, rethink about the message we are trying
to deliver, as we are trying to persuade our wide audience. We tried to
re-capture our audience logic; help them realize our message.
Freedom of Speech V.S. Cultural Context of
Hong Kong
Hong
Kong is a well-known successful British colony, yet, there are many cultural
and political conflicts and contradictions between democracy and pro-communist
party after handover to China in 1997. Although we are not going to talk about
politics and it is not the right forum to share here anyway, the conflicts
between these two believes supporter are destroying the social harmony of Hong
Kong. Whenever and whichever ways Hong Kong Government take actions to settle
the confrontations, the Anti-communist would came up with HK Government
interfere the freedom of speech.
Hong
Kong People are very sensitive about the Freedom of Speech where some of Hong
Kong people think that the Freedom of Speech overcomes anything. To effectively
deliver the message that fits in cultural context of Hong Kong. We have not
only use one comic strip above and rhetorical strategy stated above but also
created 2 other comic strips to show the cause and consequences that are
interrelated.
Satire
Comic Strip 2
Comic Strip 2: Butterfly effect of the incident
This
comic strip is to show the consequence from MongKok incident at family and kid‘s
level and assuming its being accepted for using the excuse of Freedom of
Speech. By using a simple context of
message in a fun way, bringing humor in the comic strip to draw more audience
attentions; we have strategically expanded the audience and narrow it down to parent’s
level, persuading them through their only kids; assuming their kids are also
being influenced by the false logic, foul words in society to recall their
concerns. The technique we used is an innocent kid character to reinforce the
empathy from audience, and the contrast of grown man and kid (Father and son)
to make the scene more salience. Furthermore, repeat and consistently use of
foul words in the strip also help to recall the severity of wrongly use the concept
of Freedom of Speech and the consequence it could possibly happen from
supporting the MongKok incident, creating resonance from the very first Comic
strip.
Satire
Comic Strip 3
Comic Strip 3: Mongkok Incident rethink
The
Final Comic strip is been setup at the new generation and school level. Exaggerated the fact that the influence could
be to kids when school is setting a penalty policy on swearing and get fines
when swears in school. Again, used of simplicity words refers to the 1st
and 2nd comic strips, exaggerated and highlighted the size of the
swear box to magnify the severeness from the social cause. We also have used a
huge contrast, perhaps a hidden line on this last comic strip. The idiotic/robotic
ways of paying fines from innocent kids versus grown man with an obvious
motive, it signify how followers not think thoroughly and being take advantage
from motived party. This hidden line is being set up to help persuade and
rethink our social and political issue we are continuously having in Hong Kong
where the protest people are being use by motive parties for fulfilling their
only interest and goals. Those political parties are experts in manipulating
follower’s mind and misleading their path like those kids were being poisoned
and finally get penalty on themselves. The connections of the three comic
strips would be a good cycle that can help effectively persuade audience
fitting in the cultural context of Hong Kong and made decision with their only
mind and logic not with perceptions, hence, improve their society and social behavior.
Summary
– Can violence solve the problem?
In the argument, we try to apply different
theories/ methods such as ethos, logos and pathos to persuade people not to
abuse freedom of speech. This may raise the unnecessary conflict within the
society.
According to Jay, A. Conger, Four essential
steps of persuasion, HBR 1998_The necessary art of persuasion, we try to
identify the common goal with all audiences (5), we share the social norm in HK
with quoting different examples such as the rule on profanity in Ocean Park and
MTR. And then we reinforce our position by using vivid language and compelling
evidence in the comics (6). Finally, we try to connect emotionally with their
audience (7). That is the reason we show the consequences if profanity becomes
freedom of speech in the comics. This may bring a negative impact to our next
generation.
We truly encourage people to think twice
before action.
Reference:
1) Definition of Freedom of Speech, Article
19 of the Universal Declaration of Human Rights, http://www.un.org/en/documents/udhr/index.shtml#a19
From left to right: Lok Chan, Alan Kuang, Jason Cheng
Lok Chan
Email: clchan83@hotmail.com
I am Lok Chan, working in a printing company named Checkpoint as a Sales Manager. My responsibility is to drive the sales growth and build long term relationship with local and export customers.
Alan Kuang
Email: Kuanglunyu@gmail.com
I am Kuang Lunyu, working in a tile factory named Haosen Ceramic as a sales Manager. My responsibility is to drive the sales growth and build long term relationship with export customers.
Jason Cheng
Email: creater16@yahoo.co.uk
I am working as a Design Manager in A.S.Watsons Group which responsible for not only dealing with all sort of designs to stores and construction level but also looking at business data to guide, support and suggest our business to move forward internally and externally.
2.Group Name
Our group name is "F1 CAR". We have chose this name not because we are obsessed in car racing, in fact we know nothing about car racing; but we are choosing this for an obvious reason. What we are believing about collaboration in essence is to collaborate to achieve a common goal and compete each other, and this can be well explained if we use F1 car as an analogy.
Starting to work from the engineering of the car, engineers collaborated to come up with a most advance car, when its in a car race, all components, gears, pistons and the drivers worked with each others to make sure the cars runs to the right speed, the maintenance crew to change tires and maintain the car to perform in order to win the match. The strong wills about collaboration between machine-to-machine, human-to-machine and human-to-human had bonded to each other to get the results. In deed, we thought this would explain well about the "Art of Collaborations"
3. Group Goal
We desired to learn the further drill down on collaboration between people and organization, so that both at work and in life would come up with a better results using systematic approaches.
4. Exciting Topics In Class
Resolving conflicts among groups and organization: as this would be an interesting topic to understand how to unlock conflicts which would be the major barrier on collaboration.
5. Additional Topics To learn In Class
Collaboration with difficult people: We as human in life would always encountering difficulties whether inside and outside work. In many situations, i.e. at work, we would have some "thick head" or "lazy bugs" in the team, to match with those members and see how to work with them to achieve MAX. performance would be a good additional. 6. Myth about Collaboration Myth: Trust is the key to
ensure a performing team to maintain at high performance
There are beliefs from individual/organization to think that for any group to keep their performance at high standard is to obtain trust between them and member's role nature. Given individuals had superior work knowledge, just because they work with each other well and with "Trust" does not always mean it would keep a high performance in the team. Trust & Harmony can help to bring people together but not to maintain performance.
Reversely, to keep a performing team at a high standard, one way is to have certain challenges between employees, sometimes even certain “healthy" conflicts between employee's helps to gel things together such as Designer's role for a sport car for example, designers desired to make it look sex and attractive, while the engineers challenges on viability and safety of the car in which both parts are important and should challenge each other to get a win-win. Therefore, to maintaining a high performing team is to challenge each other to exceed.
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