Cross-Cultural Interaction Training


Who is this training for?

Anyone working with people from other cultures, a member of a multicultural team or a team leader - this training will help you.

Outcome of Training

Participants get tools for detecting signals, understanding the real issues involved and learn to produce quick and suitable responses that improve the nature and efficiency of the interaction, when dealing with customers, partners and colleagues from other cultures.

Topics handled:

• Areas where culture impacts business, personnel and teams.
• Discovering the underlying cultural roots of differences through values, mindsets and practices
• How different cultures use different communication approaches and how misunderstandings occur
• How communication differences can be resolved.

Sample Training Programme

• Ways of creating the most suitable first impression in selected (e.g. US) cultures
• Cultural taboos - what to avoid in your interaction and what you can never say
• Techniques for building rapport with customers from other cultures (e.g. US)
• Language of beginning and ending each contact positively and politely

Creating and communicating value for customers
• Techniques for making the customer feel valued
• Techniques for asking customers the right questions to elicit proper information
• Impression created on the customer by what you don’t say – non-verbal communication – listening noises in phone and chat interaction
• Ways of creating a feeling of total concentration in the customer interaction
• Identifying the root cause of problems
• Rectifying the situation and restoring the relationship
• Tools for identifying and avoiding critical customer turnoffs
• Reassuring the customer in a suitable manner

Language of interaction
• Learning to use language that helps rather than alienates customers
• Techniques for avoiding negative language – what you should never say to customers

Checking correct comprehension
• How to make sure that what you say/write is what the customer hears/understands
• Techniques of making sure that you and the customer understand definitions and issues the same way – why you can never ask customers “Do you understand?

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