MASTERING MANAGEMENT
Telephone Skills: How to Handle
the Foreign AccentBRIDGETON, MO (Jan. 30, 2007) - According to Nancy Friedman, president of Telephone Doctor, it's becoming more common to talk with people whose native language isn't our own. These accents can be both international and domestic. "Miscommunication is easy with anyone who's not talking as we're used to hearing," she says. "Don't forget, sometimes it's us that has the foreign accent to others." For instance, shop owners speaking with customers who are originally from another country: To them, we are the ones that have the foreign accent. It's important to remember that communication goes both ways. Friedman offers five key points to help you on the job and in your personal life, too. These tips are effective both in phone and face-to-face conversations:
* Don't pretend to understand. It's OK to tactfully explain you're having a little difficulty understanding them. Rather, gently say, "I apologize. I am having a little difficulty understanding you. If you could slow down just a little bit, I'll be able to get it all correct for you." The most important thing to the person with the accent is knowing you want to help and get it right. That phrase acknowledges, empathizes and creates credibility. It shows you want to help.
* Don't rush. Rushing threatens callers. Slow down. Keep that smile on your face; it will convey that you have the patience to help.
* Don't shout. Many times, we subconsciously speak louder or repeat the same word over and over, thinking that will help. It doesn't. They can hear perfectly fine.
* Don't be rude. No one really thinks they're rude. But if you've ever said: "Hey, I can't understand you," or even a short, terse, "Huh?", you may be considered rude by them. Again, explain you're having a little difficulty understanding them. They'll often repeat it for you. If the situation is hopeless and you simply aren't getting anywhere, don't be embarrassed or afraid to call for help.
* Keep a language aid available. If your job has you working with a large percentage of customers from one group - Hispanic, Asian or European, for example - keep a few short simple phrases written down in that language near you. Even if you mispronounce words, customers will understand and appreciate the effort.
(Source: Telephone
Doctor) 
