Avoid Assumptions When Communicating Across Cultures

During interpersonal communication, assumptions can sometimes result because of culturally specific understandings. Preconceived ideas can often cause relationship breakdowns and misunderstandings when dealing with a customer who speaks a different language. Even so, there are ways to avoid assumptions when communicating across cultures with someone who speaks a different native language than you do. If you must assume, then assume that your customer is an intelligent and competent person with whom you can communicate. Then, work with a positive, “can-do” attitude to help ensure you that understand one another correctly.

Recognize that raising your voice when dealing with someone who speaks another primary language is useless. For some reason, many North Americans feel that if they raise their voice to someone who does not speak English well, the person will understand what is being said. An example of how communication can break down between people from different backgrounds was seen several years ago in the popular movie Rush Hour, starring actors Jackie Chan and Chris Tucker. In that movie, both played police officers, Tucker from Los Angeles and Chan from Hong Kong. They met at the Los Angeles airport when Chan flew into town. Here is a synopsis of a scene in which Tucker goes to the airport to pick up a Chan.

Tucker assumes that Chan cannot speak English and raises his voice as he yells, “Do you understand the words that are coming out of my mouth?” Not only did Chan understand, but he later begins to communicate fluently in English. When Tucker acts surprised, miffed, and states, “You did not tell me that you spoke English.” Chan nonchalantly says, “I did not say I didn’t speak English. You assumed that I did not speak English.”

Such actions do little to enhance communication. In fact, yelling or changing tone does nothing to enhance understanding and may well anger or embarrass your customer. It certainly makes you look foolish. Just because a customer is unable to speak English, does not mean that he or she is hearing impaired.

To prevent embarrassment and degradation involving customers, take time to research various cultures. Try to learn some basic phrases spoken by foreign-born customers who frequently do business with your organization. By improving your cultural awareness, global knowledge, and communication skills you can improve the chances that you will provide excellent service to customers.

For additional ideas on how to successfully avoid assumptions when communicating across cultures, check out Please Every Customer: Delivering Stellar Customer Service Across Cultures and Customer Service Skills for Success.

Nonverbal Customer Communication Strategies

by Robert W. Lucas

Nonverbal Customer Communication Strategies

As a customer service professional, it is impossible for you to “not” send nonverbal messages to your customers. They are evaluating you based on your posture, facial expressions, height, body type and condition, skin color, complexion, clothing, jewelry, and many other nonverbal cues. Your goal should be to eliminate communication barriers and to pay attention to all these factors. You should also strive to communicate a message of professionalism and that you are alert, happy, capable and ready to serve your customer.

On the telephone, your tone and attitude should project a positive, upbeat and professional presence that helps encourage people to continue to do business with you and your organization.

When speaking with a customer face-to-face, you should avoid negative body cues and facial gestures like frowning, crossing arms across the chest, using eye contact inappropriately as your customer speaks, pointing fingers at someone, rubbing the back of your neck or the bridge of your nose, or any other movement that might indicate boredom, stress, frustration or displeasure since some cultures view these things negatively. Also, you should be conscious of nervous habits that you might have which could say to the customer that you are impatient, uncertain, or otherwise not confident about a given situation (e.g. a sale). For example, fidgeting, jingling change or playing with items in your pocket, twirling the ends of your hair, clicking a ballpoint pen, biting nails, looking at your watch, or rubbing your hands together.

When interacting with your customers, it is important that you monitor your own nonverbal cues and those that they use. In doing so, remember that just because someone from a culture uses a nonverbal cue similar to one that your culture uses does not mean that it has the same meaning with which you are familiar. Learning to appropriately interpret and appreciate different nonverbal cues used by customers from around the world will give you a big advantage over your competition when dealing with people from various cultural and diverse backgrounds.

An important thing to remember is that you should not assign meaning to a nonverbal cue that you see a customer use out of context (e.g. their verbal and nonverbal messages do not seem to match). This is because the same gesture (e.g. a smile) might have different meanings when used by someone based on the situation, their level of emotion, the environment, a person that they are with, time, the customer’s cultural background and your personal frame of reference related to the signal.

To better discover ways to communicate positively in a global business environment, get a copy of Please Every Customer: Delivering stellar customer service across cultures.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

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Four Tips for Delivering Customer Service in a Diverse World

by Robert W. Lucas

Four Tips for Delivering Customer Service in a Diverse World

The world is much smaller than it was several decades ago. More expendable income, ease of travel and technology have closed the distance and communication gaps that were formerly in place. As a result, you are likely to encounter customers from various cultures and backgrounds at any time during your workday. If you prepare for this inevitability by increasing your cultural awareness, recognizing the value of cultural differences and expanding your knowledge of cultural nuances, you are less likely to run into conflict or encounter misunderstandings.

The following are four tips for potentially preventing service breakdowns when you are dealing with customers from cultures different from your own.

A key point to remember is that the concept of treating others as you would like to be treated (a value common in many religions—e.g., The Golden Rule) can lead to service breakdowns. This is because your customers are unique and may not value what you do or want to be treated as you do. To better ensure service success, find out what customers want and treat them as they want to be treated. This concept has been termed the Platinum Rule by Dr. Tony Alessandra.
Always ask your customer his or her preference for being addressed rather than assume familiarity and make the choice yourself. The latter can lead to a service relationship breakdown since, in many cultures, formality and use of titles and forms of address are important to a person’s value system.
By being aware of the time values that you and your customers have and proceeding accordingly; you can reduce your own stress level when dealing with customers or clients from other cultures. In many cultures, arriving half an hour or more after a scheduled event time is an acceptable social custom. If you arrive on or ahead of time, you may actually offend someone or catch them unprepared.
Do not point out the mistake if a customer makes an error or is wrong about something (e.g., improperly fills out a form or uses an incorrect word when speaking). Instead, take responsibility for correcting the error or clearing up the misunderstanding (e.g., “I am sorry that these forms are so confusing. I have trouble with them too.” or “I apologize that I did not clearly explain what you needed to do to get a refund.”). This strategy allows you to assume responsibility and helps them avoid embarrassment (save face). It also sends a non-judgmental message that you are there to assist them.

For hundreds of other tips on effectively interacting with customers who have various cultural values, gender differences, abilities, and other diverse characteristics get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures.

About Robert W. Lucas

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.