Hunter

ter3. If you were Chuck, what would you have done differently? What steps would you take at this point to make sure the supply of the popular new toy is sufficient to meet the anticipated demand? In this situation, due to the quickly approaching deadlines, it would have been ideal for Chuck Moore to fly down to communicate face to face with Vicente. If this was not possible, Chuck should have then used video conferencing as the means of communication because this option would have allowed for immediate two-way feedback, personal focus for the communication, direct experience, and multiple information cues. Once Chuck received the email from Vicente’s secretary, he was furious as the e-mail failed to answer all of his questions. Instead of letting his emotions get the best of him, he should have video-called Vicente personally to clear up the matters at hand. By doing so, he would have avoided the communication conundrum between Michael Sato and the Mexican subsidiary’s president. When Chuck communicates whether that be via telephone, video-call, or face to face, he needs remember that it’s not all what he says, but how he says it. According to John Baldoni, CEO of Baldoni Consulting, when communicating, it is imperative to choose a level the reciprocant can connect on.1 It is important to be patient, considerate, and to always know that communication is two-sided; when someone is speaking the other needs to be listening. About 75 percent of effective communication is listening; most people spend only 30 to 40 percent of their time listening, which leads to many communication errors. As a manager, Chuck Moore needs to establish the channel of communication that Vicente uses to communicate information. This would mean figuring out with Vicente what channel would work best for them both. Carlos Serven, explained, “When companies in different countries decide to do business with each other, they need to understand right from the beginning that their cultures are