Fostering Intercultural Communication: Collectivist versus Individualist cultures

Ten months ago, I took the longest flight I ever experienced in my life to Canada, which is located on the other side of the world, for my exchange programme . It is a country with the North American culture which contrasts heavily with the Asian culture I grow up in. To be more specific with the nature of these two cultures, the Asians have the collectivist culture while the North Americans have the individualist cultures.

The differences between these two cultures are readily evident from their way of life. Allow me to use a scenario to illustrate my point. A few months ago, I went on a shopping trip with my friend in one of the Zara stores in Vancouver. Coincidentally, the store was having sales and was packed with people. I joined in the crowd and picked a few items off the shelves before joining the queue in front of the cashier. After twenty minutes, I began to realize the queue was not making any progress and in fact, a very long queue was formed behind me. Curiosity got the better of me and I tilted my head to the side to get a better understanding of the situation. It was only then I realised the root of the problem. There was only one cashier serving at the counter. Despite the long queue behind the counter, the cashier continued to interact with all the customers paying for their items at the counter. Some of the Canadians in the queue have begun to show signs of displeasure on their faces but there were no outright expressing of unhappiness. Having stayed in Canada for a few months, I knew it was their typical way of customer service. It is very common to see the cashier greeting the customer and asking them question like, “how’s everything going for you?” Though I was slightly frustrated with the situation, I continued to behave in same manner as the rest of the customers in the queue and that was to wait for my turn to arrive patiently.

Recently, I encountered the same situation in one of the Zara stores in Singapore. The store manager opened another counter immediately in response to the long queue. There was no greeting from the cashier or any other form of interaction between the cashier and the customers apart from the normal responses like, “here is your change” and “thank you”. However, I observed a peculiar behavior in myself. I began to lament to my sister about the inefficiency of the store in clearing the queue when I was barely ten minutes in the queue.

It was the same store and similar situation but the stores were located on different geographical locations. It is this difference in geographical location which defines the culture. These two shopping experiences highlighted to me the importance of maintaining a delicate balance in the areas of knowledge, empathy and self-confidence when we are in a country with an entirely different culture. It is imperative for us to learn about other cultures, feelings and needs of people and finally, to learn about the strengths and weaknesses of oneself. Apart from the importance of maintaining a delicate balance in the three areas, these two shopping experiences also demonstrated to me the adaptability of people to an entirely different culture.

I believe that given the space-shrinking technology and globalization, such cultural differences will soon diminish. In fact, I believe that someday the fusion of the different cultures may occur. Wouldn’t it be great to have a cashier who greets you cheerfully at the counter, asking you about your day and is efficient in clearing the queue?

My Personal Statement (edited)

In Singapore, chemical engineering is always associated with the petroleum refinery industry as Singapore is one of the largest petroleum refinery hubs in the world. However, my exchange programme to the University of Calgary, Canada, has totally changed my perception of the roles which a chemical engineer can play in the various industries. At the university, I did two contrasting technical modules: Principles of Biochemical Engineering and Petroleum Refining and Upgrading. By doing the two modules concurrently, I was able to contrast the application of the chemical engineering concepts in the two entirely different areas. From the biochemical engineering module, I realized that chemical engineering is not just restricted to petroleum refining and I began to find interest in the biochemical aspects of chemical engineering.

Upon my return from my exchange programme, I applied for a self-initiated final year project with a specialisation in biomolecular engineering, on the topic of “Algae Powered Bioenergy”. The objective of the project was to optimize the growth of the algal cells. Through the project, I was able to see the different aspects of chemical engineering; the chemical aspect from the process of medium preparation from the chemicals, the biological aspect from cell handling and finally, the engineering aspect from designing the cultivating system. The process to completion of the project was tedious as I did not have any background in microbiology and I was working on the project without the supervision of any postgraduate students. At the end of the project, I designed the protocol for the handling and growth characterization of the algal species, Chlorella Vulgaris. I also established a standard curve to relate dry algal biomass to the optical densities of the cells, which has facilitated the research works of other researchers in the field. I believed that it was due to the skills which I have acquired from my life experiences, which enabled me to complete the project.

There is a general belief that engineers are a group of people with poor communication skills. In order to refute the claim, I participated actively in various activities as well as engaged myself in temporary jobs and I was able to develop my written and verbal communication skills. Not contented with my communication skills, I decided to undertake a professional communication module in my university to improve my communication skills. From the module, I learnt about the importance of effective verbal and written communication skills as they were essential for tasks to be performed efficiently.

I firmly believe in the Adidas motto, “Impossible is nothing”. I believe that nothing is impossible as long as I have great perseverance and have been actively taking part in activities which challenge my physical abilities. To date, I have completed two major marathons, namely the Singapore Standard Chartered Marathon and the Sundown Marathon. My marathon experiences demonstrated to me that no matter how hard the process is, as long as I have the will and the power, I will be able to overcome all obstacles and achieve my goals.

I believe my life experiences so far has equipped me with the necessary skills and knowledge to take on greater challenges. I am prepared to further my knowledge in the biochemical aspects in chemical engineering. I hope that upon the completion of the study, I will be ready to take on the job as a chemical engineer in the biochemical related field. I find this profession a perfect match to my interest, belief and lifestyle expectations and see it as a lifelong profession.

My Personal Statement

In Singapore, Chemical Engineering is always associated with the petroleum refinery industry as Singapore is one of the largest petroleum refinery hubs in the world. However, my exchange programme to the University of Calgary, Canada, has totally changed my perception of the roles which a Chemical Engineer can play in the various industries. At the university, I did two contrasting technical modules: Principles of Biochemical Engineering and Petroleum Refining and Upgrading. By doing the two modules concurrently, I was able to contrast the application of the chemical engineering concepts in the two entirely different areas. From the Biochemical Engineering module, I realized that Chemical Engineering is not just restricted to petroleum refining and I began to find interest in the biochemical aspects of Chemical Engineering.

Upon my return from my exchange programme, I applied for a self-initiated final year project with a specialisation in Biomolecular Engineering, on the topic of “Algae Powered Bioenergy”. The objective of the project was to optimize the growth of the algal cells. Through the project, I was able to see the different aspects of chemical engineering; the chemical aspect from the process of medium preparation from the chemicals, the biological aspect from cell handling and finally, the engineering aspect from designing the cultivating system. The process to completion of the project was tedious as I did not have any background in microbiology and I was working on the project without the supervision of any postgraduate students. At the end of the project, I designed the protocol for the handling and growth characterization of the algal species, Chlorella Vulgaris. I also established a standard curve to relate dry algal biomass to the optical densities of the cells, which has facilitated the research works of other researchers in the field. I believed that it was due to the skills which I have acquired from my life experiences, which enabled me to complete the project.

Through my involvement in participation in the various activities and my temporary job experience, I developed my written and verbal communication skills as I have to disseminate information accurately to the members and participants. My communication skills were further enhanced when I undertook a professional communication module in my university. From the module, I learnt about the importance of effective verbal and written communication skills as they were essential for tasks to be performed efficiently. In addition, as I had to undertake multiple roles in various club projects simultaneously, I also learnt to multi-task and be more organized.

Apart from participating in the club activities, I also enjoyed running long distances. I have since completed two major marathons, namely the Singapore Standard Chartered Marathon and the Sundown Marathon. My marathon experiences not only taught me great perseverance, they also taught me how to overcome physical challenges to achieve my goals.

I believe my life experiences so far has equipped me with the necessary skills and knowledge to take on greater challenges and I am prepared to further my knowledge in the biochemical aspects in Chemical Engineering. I hope that upon the completion of the study, I will be ready to take on the job as a Chemical Engineer in the biochemical related field. I find this profession a perfect match to my interest, values and lifestyle expectations and see it as a lifelong profession.

My Application Letter

Job title: Chemical Engineer - Bioreactor
Company: Aerotek Scientific

Job responsibilities:
-Design of cell culture medium
-Design and execution of small-scale bioreactor experiments (in batch, fed-batch, and continuous mode)
-Process characterisation (e.g. mass balance, energy balance, etc.)
-Laboratory management including laboratory maintenance and operation

Key requirements:
-Expected to interact closely with other process development, engineering and operation staff to ensure successful design and implementation
-Excellence in data analysis, presentation and generation of technical reports
-Organised, self-motivated, and able to work independently and as part of a team
-Excellent written and verbal communication

Blk 679C
Jurong West Central 1
#13-10
Singapore 643679

September 3, 2009

Jennifer Capaibo
Human Resource Manager
Aerotek Scientific
2275 Rio Bonito Way, Suite 160
San Diego, CA 92108

Dear Ms Capaibo,

Re: Job Application for Chemical Engineer for Bioreactor

I refer to your advertisement as posted on 25th August 2009 on the Monster.com search engine for the post of chemical engineer for bioreactor. In your advertisement, you called for a candidate who has a strong background in cell culturing and excellent written and verbal communication skills. I believe I have the relevant background and skills required for the job and have enclosed my resume in response to this job posting.

My experience in cell culturing was acquired from my involvement in a self-initiated final year project. The aim of the project was to optimize the growth of algal cells and I succeeded in increasing the cell growth by a few folds within a short period of one month through altering the growth conditions of the cells. In addition, I designed a laboratory set-up to culture cells and established a standard curve to relate dry algal biomass to the optical densities of the cells, which has facilitated the research works of other researchers in the field. Through the project, I have acquired extensive knowledge on cell and medium handling.

My temporary job experience and my participation in various activities have developed my written and verbal communication skills effectively. My temporary job had enabled me to acquire effective communication and active listening skills as the information had to be disseminated accurately. My communication skills are further enhanced and my writing skills are developed through my participation in different club activities as I was required not only to speak clearly and fluently but also, write clearly and concisely in order not to cause confusion amongst the participants. In addition, my multi-tasking skills are developed as I undertook multiple roles in various club projects simultaneously. I believe that the skills which I have gained from the different activities are transferrable to this job and would enable me to perform my tasks more efficiently.

In view of Aerotek Scientific's achievement as one of the fastest scientific and clinical research service provider, I find the post of chemical engineer of bioreactor exciting and challenging. I believe that my experience and skills fit your requirements perfectly. I hope you will review my application favorably and I look forward to hearing from you. Should you require any clarification with regard to my application, please do not hesitate to contact me at +65 96181366 or quekxiuling@gmail.com.

Thank you for your time and consideration.

Yours Sincerely,
_____________
Quek Xiu Ling

Enclosure: Resume

Resolving Interpersonal Conflict: The true value of the act of apologising

Since the start of this semester, I began to notice something peculiar. I have been apologising so often that I think the act has lost its meaning. As pointed out by one of the websites in the reading list, apologising directly for a mistake committed shows sign of taking responsibility for our actions. It can also improve our emotional intelligence as human beings are usually more willing to forgive and forget. However, this is not applicable in my case. I did not apologise to take responsibility for my own actions but rather, I used it to bring an end to all the conflicts. I shall use a personal conflict which I encountered a few days ago to illustrate my point.

I am a fourth year student majoring in Chemical Engineering and am currently engaging in my final year project (fyp). Unlike my other course mates who have postgraduates to guide them for the project, I do not have a postgraduate as a mentor for my project as the topic I am working on is in a totally new area. I am practically left on my own to solve all the problems which I encounter during the course of the project. Occasionally, I will seek help from my supervising professor when I am really desperate. I did not realize the impact of going “unsupervised” in the laboratory until a few days ago when I was trying to select a spot in the laboratory to culture my cells.

I approached one of the postgraduates to enquire on the use of one of the fumehood in the laboratory for culturing my cells. However, he expressed concern over the possibility of cross contamination of my work with others and recommended me to culture the cells using the biohazard fumehood which was being used by another postgraduate, Jessica. I thought it would be appropriate for me to consult Jessica for the use of the biohazard fumehood before I start culturing my cells. However, the outcome of my act of courtesy turned out to be pretty disastrous.

After I explained the purpose of my visit and that I was recommended by another postgraduate to consult her on the use of the biohazard fumehood, she began to fire me a series of questions which caught me off-guard. She began to ask me about my educational background, my experiences in cell culturing, the identity of the postgraduate supervising my project and the type of cells I am intending to culture. Her eyes were narrowed into a slit and there was a look of disapproval and disbelief when I told her that I am just an undergraduate with zero experience in microbiology and have no supervising postgraduate. After that, she began to lament about how my work can threaten the work of the rest and got a little worked up when she heard that I was contemplating of culturing cells in the biohazard fumehood as recommended by the other postgraduate. She practically stormed out of the room and had a mini confrontation with that postgraduate. After a few minutes, she returned and said that the postgraduate did not suggest that I go to the biohazard fumehood to culture my cells but rather, to conduct my other laboratory work there. After she completed her sentence, I apologized immediately by explaining that I may have made a wrong interpretation of his suggestion.

I related the incident to my sister and she thought it was unnecessary for me to apologise since I was certain that I did not misinterpret the postgraduate’s suggestion. However, I had my reasons for doing so. Firstly, from Jessica’s first reaction, I could tell she was undergoing a lot of stress. Her stress level was out of control and that may be the reason why she kept interrupting me when I tried to explain my situation to her and that I will not start culturing cells until I have completed my training session. Secondly, although I tried to reassure her that I do understand the importance of good laboratory practices in order not to jeopardize the work of others and using non-verbal communication techniques such as “uh-huh” to tell her that I understand her concerns, I was unable to calm her down. She seemed to be under the impression that I am a potential danger to her work and was not in the least receptive to any of my explanations. Thirdly, she seemed to think that I was trying to defend myself by saying that it was another postgraduate who suggested using the biohazard fumehood and even went to confront that postgraduate. At that point in time, I thought no amount of explanation would suffice and that the conflict would escalate if I did not apologise as she is a pretty persistent person and her emotions seemed to be spinning out of control. In addition, I thought it would be easier for me to approach her for help the next time if I did not defend myself.

My apology was worthless but was useful in this incident as it brought an end to this conflict. However, I wonder whether there are better alternative solutions to handle this kind of conflict.

Importance of effective communication

When was the last time you paid close attention to your facial features? Certainly, I am not referring to the time you stared hard into the mirror to examine those nasty dark circles or extra growth such as wrinkles and pimples. I am referring to the time you really examined your facial features. If you do a close examination of your facial features, you will be surprised to realize that many of our facial features actually come in pairs. For example, you have a pair eyes, a pair of eyebrows and a pair of nostrils. However, you will also discover something peculiar, you only have one mouth. Human beings are created in such a way that we have a pair of ears but only one mouth. The reason for this peculiar phenomenon is simple: we need to listen more and talk less. Hence, we should practise active listening more and learn the art of effective communication.

I would like to use an example to highlight the importance of active listening and effective communication. One day, I asked my mother in an indifferent manner whether she was going to fix dinner that evening. Before I could even finish the sentence, she responded in an impatient manner, “If you are not interested to have dinner at home, you do not need to come home for dinner anymore in the future”. In the end, this casual conversation ended off on an unpleasant note. This sounds like a normal tiff between a mother and her daughter. However, this tiff actually brings out the barriers to active listening and effective communication.

Firstly is the adoption of an inappropriate tone and language expression which led to poor non-verbal communication. Should I have adopted a more appropriate tone right from the start; my mother would not have misunderstood my intention. In addition, my mother has also chosen to use inappropriate language expression like, “If you are not interested to have dinner at home, you do not need to come home for dinner anymore in the future”. The original message which she wanted to send was that it is alright for me to miss dinner at home if I am busy. As a result, her message did not reflect the ideas and thoughts which she actually thought.

Secondly is the inability to practice active listening by interrupting the speaker. My mother should have allowed me to complete my sentence. I was intending to bring her out for dinner if she was not going to fix dinner that night. However, she did not give me the opportunity to convey my message completely. Therefore, she did not manage to get my whole message and distorted my message completely.

Lastly is the failure to understand the audience of the message. Both of us have failed to recognise that even members of the same family can come from different background and hence, they can have different interpretation of the same message conveyed. We should have taken the opportunity to check on the understanding of the message delivered by one another to clarify any misunderstanding or confusion but have failed to do so.

The above example has shown that the lack of active listening and effective communication can be detrimental to any form of relationships. By equipping ourselves with good active listening and effective communication skills not only will enable us to secure job employment, compete effectively in workplace and have better career progression, communication breakdown and in turn, strains on any form of relationships can also be avoided. Hence, we should utilize more of our ears and less of our mouth in order to be a better communicator and have higher productivity and better relationships.

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