Five Steps Toward Understanding a Foreign Accent
More than one million immigrants enter the United States each year--most
with one thing in common--difficulty expressing themselves clearly in
English. Call it simple kindness or call it common sense--but learning to
deal with foreign accents can definitely be good for business. The following
techniques are also helpful when communicating with people who have regional
accents, as well as senior citizens. Here is an effective, five-point
listening program:
- Don't Pretend to Understand!
If you don't understand the person you're speaking with, it's perfectly okay
to gently tell them you're having a little bit of difficulty understanding
them. If they could slow down just a little bit, you'll be able to get all
the information correct. That's what they want to hear. Hanging up without
knowing what the caller wanted is not good customer service.
- Don't Rush.
Rushing threatens callers. Take the time -- it's usually only a few extra
seconds -- to do it right. Listen to the caller's pattern of speech. You'll
be able to pick up key words. Repeat the key words back to them. They'll
appreciate the fact that you're really listening.
- Don't Shout.
Like the old joke goes . . . people with foreign accents aren't hard of
hearing. Nor do you need to repeat one word over and over to be sure they
understand.
- Don't Be Rude.
We usually don't mean to be rude when talking to someone with a foreign
accent. However, if you've ever told someone, "I can't understand you," or
even, "What did you say?" you've been a little bit rude. It's much better to
stop, take full responsibility and explain you're having a little difficulty
understanding them . . . and if they could repeat themselves again, you'll
be able to assist. These are subtle little differences, but key ones.
- Keep a Job Aid Available.
If you're receiving calls from a particular ethnic group, keep a handy JOB
AID near your phone. All you need are a few common phrases to get you off
the hook. For example, someone who's having difficulty trying to get
something over the phone would appreciate 'uno momento, por favor' no matter
how poorly you pronounce it. You can then bring someone to the phone that
will be able to assist.
--Nancy Friedman, the Telephone "Doctor", is President and Founder of
Telephone "Doctor", Inc., an international training company specializing in
customer service and telephone skills.
