Do you have
ESL (English as second language) prospects? Avoid getting your foot caught
in your mouth and accidentally offending them, by understanding their unique
cultural needs. We have trained
freight brokers in our school from many different cultures. I find their backgrounds and traditions fascinating. I know some of what I say in training is misunderstood by those with a strong grasp of the English language...imagine the misunderstanding that can happen when English is not the strongest language. The best communication only happens
when we understand each other.
Here are
some excerpts from an article on Entrepreneur.com by Tom Hopkins regarding
those cultural challenges:
If you do business with people from cultural groups
different than your own, you would be wise to invest some time understanding
their cultures as well as their needs in terms of your products and services.
You may not necessarily be doing business with people in another country, but with those from other countries who have relocated near your place of
business. If you want their business, you have to understand their needs on
many levels.
Some words and phrases you often use in
conversation--or even on your website--just don't translate into the same
meaning that you may wish to impart, confusing your customers who speak English
as a second language. Or worse, the translation may unintentionally be
offensive when made.
Here are a few things you need to be
aware of when dealing with clients from different cultures than your own.
- Be patient when building trust and establishing
relationships.
People from countries other than the United States generally need more
time to build trust. It's important to observe a greater degree of
formality when becoming acquainted than you would use with a client who
was born and raised locally.
- Speak more slowly than you normally do, but don't raise your voice
because you think the other person can't understand you. Volume doesn't
usually increase comprehension. Also, don't speak down to them as if
they're children.
- Avoid slang, buzzwords, idioms, jargon and lingo. These can all be easily
misunderstood by those whose primary language isn't your own. Just use
simple language until you can get an idea of what level of your language
they understand.
- Prepare your interpreter. If you're using an
interpreter, make sure the interpreter meets with the people for whom
they're interpreting before you actually begin to sell them your product
or service. This will allow the interpreter to learn the language
patterns, special terminology and numbers used by the people they're
translating for.
- Pay attention to nonverbal interaction cues. The word "yes" or an
affirmative nod often means "Yes, I hear you" in Asian cultures,
not "Yes, I agree." If you see a nod and move on to closing the
sale, you may frighten them off with what appears to them as
over-zealousness.
Culture is as much an influence on
people as their personal experiences, so knowing about your clients' customs
and traditions only makes sense. That way, neither you nor your client will be
made to feel uncomfortable and selling can be done.
If you need or want to find out about
another culture, some wonderful resources are available to steer you in the
right direction and tell you everything you need to know. Spend some time
browsing through your local library or bookstore to see what's out there. Or go
online and look under the topics of "protocol," "diversity"
or "cultural awareness."
Depending on your product and how much
business you might be doing with clients from cultures unfamiliar to you, a
good source is: www.usaprotocol.com. (handbook for U.S.
diplomats on proper etiquette and protocol for engagements with people from diverse
cultures around the world).
Moving forward,
Jeff Roach
www.transportationtraining.com
(214)206-1169
