Here are 7 reasons why cultural awareness is so important:
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It helps you understand and appreciate your own culture
It minimises the impact of cultural myopia
It allows you to empathise with the people you work with
It stops you from making quick judgement calls on others' behaviour
It reduces mistakes, wasted time and unwanted errors at work
It improves communication and collaboration between colleagues
It fosters creativity and innovation within the workplace
Communication is the process of passing and receiving messages. These can be verbal, visual or both.
Effective communication is the key to good customer service and to good workplace relationships.
Communication depends, however, on the messages that are sent being understood as they were
intended. If they are not understood as intended then communication either has not occurred or will be
misunderstood. Much communication uses language-the spoken word. Do not make assumptions about
people and their intelligence based on their ability to either read written English instruction, or follow
verbal instructions in a language which is not their own. lf possible, try to find someone who speaks the
language and can translate/ interpret. Obviously, this is not always practicable, so do not be afraid to
repeat yourself, speak slowly and clearly, use signage, gestures, draw diagrams or pictures etc.
Remember, however, that because people do not understand you does not mean that they are deaf.
Shouting at them will not help.
A great deal of our body language is unconscious. Yet in many situations we deliberately use body
language to communicate. Hands, fingers and arms can be communication channels for an entire
language. The most complex is the sign language of hearing impaired people. Sports referees also use a
simple sign language. In some cultures, hand gestures are used more extensively than in others-to
support and to clarify what is being said. Hand gestures that are associated with speech-to emphasise a
point-are commonly used. In difficult situations, that is, where you are uncertain of being understood,
hand gestures can form the major part of the message. The gestures you make should be congruent
with the content of the communication. You need to take care to understand your audience, because, in
different cultures or regions specific hand gestures or signals can have different meanings
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People and their behaviours are influenced by past experience, self-concept, family expectations, peer
pressures, religious affinities, nationality, ability, gender and age; all of which contribute to their sense
of personal identity. The behaviours, beliefs, values and attitudes demonstrated as a result of these
influences may be classified as culture. Cultural difference can manifest in a wide variety of behaviours
such as language (verbal and non-verbal), social behaviour, relationship expectations, concepts of
morality, ethics, time, familiarity/ formality, power, values, good practice, work attitudes, role
expectations, responsibility etc. Recognition of cultural difference should not become an excuse for
generalisation and stereotypical expectations of conformity to cultural values. Within apparent cultural
groups are individuals who do not, or do choose to, share values, beliefs and characteristics with the
same intensity. These people form separate cultural groups or sub-groups. Classifying and making
assumptions about the expected behaviours of workmates or customers, based on culture, ethnicity or
national identity etc leads to stereotyping which is often incorrect and confusing for the individuals
involved. Further, it negates the worth of individual choice and individual difference. Not all the people
of a specific nationality or cultural affiliation will conform to behavioural expectations, assume the same
outcomes, or be able to participate at the same levels.
In Australia it is necessary to be fully aware of Anti-discrimination, Anti-harassment, racial vilification
and Equal Employment Opportunity legislation. Under current legislation, it is illegal for any
establishment to discriminate against or refuse service to customers on the basis of gender, marital
status, pregnancy, sexual preference, race nationality, physical or mental disability and/or religious
affiliation. All customers should be treated equitably and, under consumer law, fairly. That is, whatever
the enterprise offers it would deliver without any misrepresentation. These legislations are also
applicable to employees. Employment, promotion and treatment of employees would be fair and
equitable with no person being disadvantaged on the basis of cultural difference. Thus, when cultural
problems or issues arise they are addressed with these things in mind.
The procedures that should be followed to report and/or rectify problems in diverse cultural background
are:
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Timely checking the workers satisfaction
Timely meeting of the workplace staffs.
More verbal interaction with staffs
By avioding making assumptions about people
look for commonalities and build a sense of shared purpose
value inclusive behaviour and language at work,
provide opportunities for others to lead and to learn
encourage others to accept the collective mix of people
draw on multiple perspectives, experiences, strengths and potentials for mutual benefit
look for similarities and differences at the same time
break down the barriers that restrict communication
• A note pad for messages was made ready
• The voice was ‘in gear’ • sit up properly-it really helps your tone of voice
• The participant was smiling throughout .She was able to identify herself correctly
• Given company's standard procedure was used
• Her approach was appropriate to each customer
List to-do items ,Prioritize tasks ,Note deadlines , Identify recurring events Order items by time,
priority, or deadline ,Stay flexible
Some of the workplace procedure are to let customers finish speaking-don’t rush them or finish their
sentences. Encourage customers to talk by asking open-ended questions. Concentrate on what’s being
said, not what you’ll say next-make brief comments now and then to show that you are listening .To be
aware of body language-posture, facial expression etc, can tell you a lot about what’s on a customers’
mind-think about your own body language too .Summaries what’s been said in your own words
Do not complain to management
Ask for advice
Communicate directly with them
Engage the law of reciprocity.
Give your co-worker an incentive.
Go out to lunch or for a drink.
Exceeding customer expectations means delivering an exceptional customer experience that leaves a
lasting, memorable impression. The quality of every customer’s interactions with your business, not just
with the customer service department, is just as important as the product or service sold..
Identify and anticipate needs
. Be a good listener
3. Make customers feel important and apprec
The instructors are there to guide you into the world of driving, regardless of experience level or
age. Here are some keywords and phrases that should apply to the person you task with your
learning.
Patience
Strong communication and listening skills
Instills confidence
Develop relationships
Adaptable