BridgeToCommonGround

Understand Differences and Seek Common Ground for Mutual Success

  • Enter your email address to subscribe to this blog and receive notifications of new posts by email.

    Join 3 other followers

  • Archives

  • Categories

  • Share This Blog

    Bookmark and Share
  • Enter your email address to subscribe to this blog and receive notifications of new posts by email.

    Join 3 other followers

Posts Tagged ‘Business Communication’

In the Workplace Take Humor Seriously

Posted by Nara Venditti on November 9, 2009

We all know that humor is good for you. It is well known that lighthearted laughter will regulate one’s blood pressure, accelerate recovery from illness and decrease stress in the workplace. In other words, laughter can be good medicine. It’s true that all cultures enjoy humor and laughter, but how people perceive humor is culture specific. With increasing cultural diversity in the workplace, we need to keep in mind that humor is meant to be funny, not insulting. What perceived as funny in one culture, might not be understood or might even be insulting in another. Some cultures use sarcastic or put-down humor in conversations so as to tease each other. Other cultures do not use sarcastic humor and find this type of humor offensive. Often in a diverse gathering an inappropriate joke may misfire. So I do not recommend poke fun at other groups and individuals in professional and business gatherings. How to determine what kind of humor is appropriate? If you want some fun, have it at your own expense – the safest type of humor is self-depreciating humor Do not tell jokes related to physical appearance like a person’s height, weight or the size of their nose. Keep in mind that humor does not translate well because very often it is based on word plays or puns, and these do not translate easily into another language. Do not tell political, religious, ethnic, racial jokes and other jokes that ridicule peoples’ beliefs or affiliations or even accents. In one organization I recently presented at, a manager was demoted for repeatedly ridiculing an employee’s accent. As you can see, sometimes “humor” is no funny business! So know what, when, where, who and how to kid around. Nara Venditti, Ph.D., is a platform speaker, educator and author. She is the president of Succeed in America, LLC and author of “How to Get A Job in the USA ” and “Ameri$peak.”. She is an expert in foreign born employee development, global diversity and business English and a frequent presenter at conferences, companies, public libraries, and educational institutions. She speaks on careers, communication and global and multicultural diversity. She can be reached at +1 203 791 1107 or http://www.succeedinamerica.com/.

Advertisements

Posted in Cultural Differences | Tagged: , , , , , , , , | Leave a Comment »

Excellent Customer Service with CLEAR Formula – Part I

Posted by Nara Venditti on August 1, 2009

World-class customer service undermines a company’s long term survival, especially in today’s  service oriented economy. Not surprisingly, a study by The Forum Corporation showed that 65% of customers switch providers because of inferior quality of customer service. A company may have excellent products and a well trained technical staff but if it fails to provide more than adequate customer service, it may not sustain its business. Each phone call, e-mail or face-to-face interaction that frontline employees have with customers presents an opportunity to reinforce a positive company image. However,   the basic interpersonal skills to achieve this are not typically taught in school and academic life offers little opportunity for the art of dealing with people. During my many years of working in the customer service field I found that teaching CLEAR™ approach helps improve soft skills.

C  – Communicate

L – Listen

E –  Empathize

A – Ask

R – build Relationships

 In the Part I we will cover the first letter “C” that stands for Communicate. Words are powerful tools that affect and determine the outcome of  the business dialogue. They can trigger positive or negative feelings. In business, the words we speak (verbal communication) are one component of communication. Separate from technical substance, courtesy and understanding are crucial to good customer service. The service professional that can use words appropriately will have a clear advantage in the service interaction. A simple “Is there anything else I can help you with?” will be music to the customer’s ear when asked at the right time during the service transaction.

Non-verbal cues encountered in face-to-face situations are another component of communication that can be more revealing than what is said. Body language can often convey confidence and sentiments to the attentive reader more so than words.  Some of the more obvious cues in non-verbal communication are the smile, eye contact, hand shaking, personal distance and physical contact. For instance, in the US, an acceptable distance between conversing individuals is between one and a half to two feet. Less can trigger discomfort and anxiety and distracts from the subject. Except for the British, Europeans tend to stand closer while engaged in conversation. A good acceptable distance in Japan is about four feet. The essence of \ non-verbals vary across cultures and your service professionals need to be aware of them. Learning to recognize, interpret and react to body language cues becomes a powerful advantage.

      Stay tuned for Part II, and in the meantime do not forget to practice the “C” letter principle when communicating with your customers.

Posted in Customer Service | Tagged: , | Leave a Comment »