Appendix Part D: Guidelines for Multilingual Writers (ESL)
Guidelines for Multilingual Writers (ESL)
Cultural and Stylistic Communication Issues
Read more about communicating across cultures in Ch. 5.
Just as native speakers of English must learn how to communicate with nonnative speakers of English in the United States and abroad, technical communicators whose first language is not English must learn how to communicate with native speakers in the United States.
If you want to communicate effectively with native speakers, you need to understand U.S. culture. Specifically, you need to understand how U.S. readers expect writers to select, organize, and present information and what writers expect from their readers. Speakers and listeners in the United States also have expectations. Indeed, cultural values affect all styles of communication. Of course, no two communicators are exactly alike. Still, if you know how culture affects Western communicators in general, you can analyze your communication task and communicate effectively.
Readers, writers, speakers, and listeners in the United States value the following qualities:
Read more about claim letters in Ch. 14.
- Directness. Audiences in the United States expect writers and speakers to get to the point quickly and to communicate information clearly. So when you write a claim letter, for example, clearly state what you want the individual you are addressing to do to correct the situation. Related to directness is task orientation. Do not begin a letter with a comment about the weather or family. Instead, communicate immediately about business.
Read more about writing collaboratively in Ch. 4.
- Independence. In spite of the increasingly significant role of collaborative writing, U.S. audiences still value individualism and people who can work independently. Therefore, when you write a letter to an individual in an organization, be aware that the recipient sees you as one person, too, not merely as a mouthpiece of an organization. Use the pronoun I rather than we.
- Time consciousness. Try to meet deadlines and to arrive on time for appointments. Audiences in the United States consider slowness in responding to issues a sign of disrespect.
To become familiar with the U.S. style of communication, study documents, talk to people, and ask for feedback from U.S. readers and listeners. Following are some specific guidelines for applying the preceding general cultural values as you listen, speak, and write to U.S. audiences.
Speakers in the United States expect you, their audience, to listen actively. They assume that you will ask questions and challenge their points—but not interrupt them unless you are invited to do so. To become a better listener, try the following strategies:
- Look at the speaker’s eyes or at least at the speaker’s face. Lean forward or nod your head to encourage the speaker. If you avoid looking at the speaker, he or she could think that you are not interested in the message.
- Do not interrupt the speaker. Interrupting shows the speaker that you do not value his or her opinion. Give the speaker enough time to complete his or her presentation.
- Do not become indignant. Be prepared to hear the speaker state clearly what he or she likes and dislikes, often without considering other people’s personal feelings.
- Assume that the speaker values your opinion. Form responses and, at the appropriate time, express your opinions openly.
- Ask questions. If you have questions, ask them. If you do not ask questions, the speaker might assume that you not only understand but also agree with the message of the presentation. It is altogether appropriate to ask questions such as these: “Do you mean . . . ?” “Did I understand you to say . . . ?” “Would you repeat . . . ?”
Read more about claims in Ch. 8.
Read more about introductions in Ch. 19.
As suggested in Chapter 21, U.S. audiences expect speakers to control the situation, keep listeners interested, address listeners directly, and speak with authority. Do not apologize for your fluency or for problems in your content. Doing so could diminish your credibility and make listeners think you are wasting their time. To become a better speaker, try the following strategies:
- Start and end your presentation on time. If you start late or speak too long, you send the message “Your time is less valuable than mine.”
- Make eye contact and smile. If you make eye contact with people, you look friendly and confident, and you send the message “You are important.”
- Speak up. If you speak with your head bowed or in too low a voice, audience members could become distracted or think you are hiding something.
- Make friendly gestures. Invite the audience to ask questions. It is appropriate to say “Please feel free to ask me questions at any time” or “If you have questions, I’d be glad to answer them at the conclusion of my talk.” Also, try to break the invisible barrier between you and your audience. For example, step out from behind the podium or move toward the audience.
In the United States, technical writers generally state their claims early and clearly. They support their claims by presenting the most important information first and by using numerical data. To become a better writer, try the following strategies:
- State your claims directly. In most cases, state your purpose directly in the first paragraph of a memo or letter, as well as at the start of any other document and at the start of each section within it.
- Avoid digressions. Focus on your task. If a piece of information is interesting but does not help you make your point, do not include it.
Read more about organizing information, see Ch. 7.
Read more about writing coherent paragraphs in Ch. 9.
- Move from one point to the next systematically. Use an appropriate pattern of organization, and use transitions and other devices to ensure a smooth flow within a paragraph and between paragraphs.
Read more about persuasion in Ch. 8.
- Use logic and technical information rather than allusion, metaphor, or emotion. Western readers are persuaded more by numerical data—that is, by statistics, whether raw scores, dollar amounts, or percentages—than by an emotional appeal or an argument from authority.
Read more about choosing the right words and phrases in Ch. 10.
- Use an appropriate level of formality. Consider your audience, your subject, and your purpose. In the United States, email messages and memos tend to be less formal than reports and proposals. In most cases, avoid overly formal words, such as pursuant, aforementioned, and heretofore, in favor of clear, concise writing.