Communicating with Non-English Customers & Customer Service for Different Cultures
What should we do?
Eliminating preconceived thinking (inhibits our ability to understand)
Hearing someone with a non-English accent creates an attitude in people because of past communication problems.
When working in the leisure & tourism industry you may be in the position to help and understand many foreign clients with different levels of communication abilities. Since misunderstandings and miscommunication can cause and escalate conflict, In order to communicate with non-English customers you may need to:
Smile Do not shout- They are not deaf Ask to repeat information politely Don't panic or feel awkward- because in times of crisis or stress a persons second language competency is decreased. Speak slowly and Clearly Use gestures (make sure appropriate) Be patient- This is the key Repeat information and confirm with closed questions to make sure understood Ask open questions for more understanding or information Use maps to help with directions Have a pad and pen handy for any words you misunderstand- Have the client write down if after several times you have asked the client to repeat and still cannot understand. Look up common greetings or many simple words in others languages to be more useful
Forget:
Multitasking Over analysis
People with disabilities
If communicating with someone with a disability be approachable and understand the needs of each individual. If a person is in a wheelchair maybe crouch to the same level to show approachableness rather than stoop down to individual. If speaking to a person whom accompanied the disabled person, do not ignore the disabled person by directing all your attention to the helper.
Remember to view these people as people with difficulties and not difficult people.
Visually Impaired customers
When guiding ask customer how they would like you to direct them. Most prefer to have you lead them by your arm with you walking slightly in front.
Explain what is in front of them when discussing information or directing their steps.
Try to limit distractions or loud music as these customers rely more on hearing than sighted people
Hearing Impaired customers
Face the customer on the same level with yor face to the light
Speak the words clearly
Do not shout as it distorts the visual effect of the words
Allow more time for clients to understand what you are saying
What should we do?
Eliminating preconceived thinking (inhibits our ability to understand)
Hearing someone with a non-English accent creates an attitude in people because of past communication problems.
When working in the leisure & tourism industry you may be in the position to help and understand many foreign clients with different levels of communication abilities. Since misunderstandings and miscommunication can cause and escalate conflict, In order to communicate with non-English customers you may need to:
Smile Do not shout- They are not deaf Ask to repeat information politely Don't panic or feel awkward- because in times of crisis or stress a persons second language competency is decreased. Speak slowly and Clearly Use gestures (make sure appropriate) Be patient- This is the key Repeat information and confirm with closed questions to make sure understood Ask open questions for more understanding or information Use maps to help with directions Have a pad and pen handy for any words you misunderstand- Have the client write down if after several times you have asked the client to repeat and still cannot understand. Look up common greetings or many simple words in others languages to be more useful
Forget:
Multitasking Over analysis
People with disabilities
If communicating with someone with a disability be approachable and understand the needs of each individual. If a person is in a wheelchair maybe crouch to the same level to show approachableness rather than stoop down to individual. If speaking to a person whom accompanied the disabled person, do not ignore the disabled person by directing all your attention to the helper.
Remember to view these people as people with difficulties and not difficult people.
Visually Impaired customers
When guiding ask customer how they would like you to direct them. Most prefer to have you lead them by your arm with you walking slightly in front.
Explain what is in front of them when discussing information or directing their steps.
Try to limit distractions or loud music as these customers rely more on hearing than sighted people
Hearing Impaired customers
Face the customer on the same level with yor face to the light
Speak the words clearly
Do not shout as it distorts the visual effect of the words
Allow more time for clients to understand what you are saying
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