Hello Class,
In today’s world global communication is highly important because in a business setting it requires your knowledge and acceptance of other cultures across the world. Communicating globally means sharing data or information through verbal and nonverbal messages. According to the website, “effective communication is the central lifeline of any organization. It’s the vehicle for driving change, shaping expectations and rallying workers around a core purpose and common message. When managing a geographically diverse workforce, one that spans the world and crosses cultures, a strategic communication program can strengthen the organization and support its success, the lack of one can be the linchpin of organizational demise.” (Solomon, 1999). I currently work for a global firm that provides audit, tax, and advisory services. As an analyst who maintains the global risk application, my team and I are consistently communicating with our colleagues and customers via Skype business or via telephone.
Connecting with our global customers electronically has been increasing due to the fact that we have more technology and it has a major influence on our workforce. The benefits of a global workforce are that we are able to be culturally educated and create worldwide business opportunities. That is where communication falls into place, it allows us to exchange information and strengthen our support for one another as a firm. When communicating it is also important that we are doing it efficiently as this can cause many misunderstandings and an environment without trust.
The main issue we currently have at our firm is that many of our customers from across the globe have a language communication problem. Such as, not being able to explain their query in a detailed manner because they do not have enough English vocabulary to interconnect, or the customer does not know how to speak English at all. Although, English has become a globally recognized language vocabulary can be misinterpreted at times. As an employee, I myself rely on google translate to understand their query or have asked them to further elaborate in English so we can better support their needs. This can cause delays and angry customers because of the communication barrier. According to Managing Cultural Differences, “Translation does, have downsides. It is slow since what ion says in English must be translated bit by bit so less detail may be communicated. Translators often do not provide a full translating of what is being said. Sometimes the translator lacks the specialized vocabulary to accurately translate business concepts.” (Moran, Abramson, Moran, pg. 53, 2014).
As there are many ways of communicating it is always best to be mindful when sending or receiving a non-verbal message. Often times, we can misinterpret information, and this can cause negative attitudes towards one another. According to our Interpersonal Skills in Organizations, “Paralanguage refers to the tone of voice, volume, pitch, or speech rate. Is the sender using a strong, loud tone of voice, or is he or she soft-spoken or timid in making an announcement? It is important to check both your message and how you deliver it to ensure that the receiver will interpret and respond to it as intended. The same message can have very different meanings depending on which words are emphasized.” (de Janasz, pg. 131, 2019). We have all experienced miscommunication in some shape or form, however, when working in a professional company it is important to always show respect, be patient towards one another and adapt to the difference in cultures.
References
Solomon, C. (1999, November 1). Communicating in a Global Environment. Retrieved from https://www.workforce.com/news/communicating-in-a-global-environment
Moran, R. T., Abramson, N. R., & Moran, S. V. (2014). Managing Cultural Differences (9th ed.). Abingdon, OX: Routledge.
de Janasz, Suzanne. Interpersonal Skills in Organizations (p. 131). McGraw-Hill Higher Education. Kindle Edition.
Miranda Keefer says
References:
Moran, R. T., Abramson, N. R., & Moran, S. V. (2014). Managing cultural differences (9th ed.). Oxford: Routledge.
Miranda Keefer says
Hello,
I can relate to your blog. Language barriers are a common challenge at my company. My employer is engaged internationally, therefore it’s important for us to have effective communication with all of our customers. Similar to your example, we have people who speak languages native to different regions. We are thankful that at my company we have a dedicated team to assist with language translations. Oftentimes, I will use pictures or screenshots via email if I start to notice a communication barrier with my customers. I find it rather helpful to provide visual cues, so that others can visually see what you’re trying to say. “Through cross cultural experiences, we become more broad-minded and tolerant of cultural uniqueness” (Moran, Abramson, Moran, 2014, p. 25). Do you think that your company will move towards having representatives who can also speak the language? Or will they rely on Google Translation?
Thank you!
-Miranda
rxb5512 says
Hello, the “Improving Communication” blog post was well written, and I agree electronic communication further complicates the issue of a language barrier when working globally. I can relate to having language conflicts when conversing with someone from China through instant messaging. The tone is lost, emojis can help fill in this gap, but I feel you lose authority when sending a frowny face to convey you are upset. How can you be taken seriously?
Emojis aside, a larger issue is trying to understand someone who is trying to put together a response from what little English language they may know. I use Goggle translate, but with a theoretical buffer, it can be used to get the general point someone is attempting to make. However, I filter out any tone I may infer when reading the translation. We are all professionals, and the last thing we want is to offend someone due to a bad translation.
Nadine Webb says
Hello: language barriers in the global workplace seem as though they are the biggest obstacles in communication. Translation technology, although improving, still lacks in many aspects. There are so many different translations of different words between and even within languages that it can be hard. As your company is doing business in other countries, are there certain countries that you primarily do business in? It seems that in order to be a global force it would be important that a team has someone that can fully communicate with clients in the area which you are doing business. I can see how it may be frustrating as a person who does not speak English to do business with a company that only speaks a language I don’t understand. Does your company ever lose business because of this? This was a very interesting take, thank you for sharing.
mcu5023 says
Hello,
Thank you for your comment, I appreciate your questions. Emailing in the workplace must have a formal tone to them no matter what the situation is. Because there is a high risk of communication problems occurring and we are unable to show verbal cues. My approach towards each email is to carefully select my words, always be polite, avoid using capital letters and always end the email with my name and sign off with the words “Thank you and have a nice day.” To be honest, I try to address my coworkers the same way I do my manager. There have been many times a colleague of mine has used inappropriate tone with me over Skype business and I had to ask him if he would ever speak like that with our manager and if not I expect the same amount of respect. Regardless of our relationships respect is a big part of working with one another and its something I exercise myself. Also, language can be a barrier at times, however, the good thing about our firm is that each individual will go the extra mile to help a user or customer that does not speak in English and help understand and solve their queries. So far, google translate helps all of us tremendously. As far as your son goes, my experience towards autistic children and adults has always been to be patient, loving and focus on nonverbal communication.
hlc5017 says
I agree totally that language often causes barriers in communication. I think that it is also important that you mentioned that the way and the tone are also things that need to be addressed when speaking. How do you get across the idea of tone in written messages though?
I also think that it is important that you look at whomever is being addressed in the same way that we do with the idea of a group and individuals of a group. Isn’t it important to know who it is that you are talking to and how to talk to them? I would talk to my boss much different than I would talk to a co-worker. I think that it is important to know that as well. Is there better ways to talk to people that do not speak English than you currently are? I know how difficult it can be to try to make sure that people understand what you are trying to say, I deal with this often with my son who has Autism. I think that we forget how big of a barrier that language really can be.