General Culture & Perception

Management

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 Cultu
re
What does culture mean to you?

Why do we need to understand

culture?

How will all this benefit us? What

is in it for me?

What does learning about other

cultures lead to?

How do we understand this? What

are the challenges one might
face?

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 Inter-Cultural Competence
Briefly, intercultural competence involves five elements:

Attitudes: curiosity and openness, readiness to suspend

disbelief about other cultures and belief about one's own.
Knowledge: of social groups and their products and
practices in one's
own and in one's interlocutor's country, and of the general
processes of
societal and individual interaction.
Skills of interpreting and relating: ability to interpret a
document or
event from another culture, to explain it and relate it to
documents from
one's own.
Skills of discovery and interaction: ability to acquire new
knowledge of a culture and cultural practices and the ability
to operate knowledge,
attitudes and skills under the constraints of real-time
communication
and with
In compliance interaction.
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 The Gaps:

Values-based culture misses the

boat.

Everyone has an individual profile

of cultural inputs
Culture is not static: with
globalization consumer tastes and
demands are converging

Culture actually exists in interaction

and is negotiated in that interaction

Cultural training in business is

actually professional communication
management

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 Effectiveness in cultural
communication

The key needs are:

Knowledge of relevant information;

Skills and ability to manage an

interaction, and

Exposure to accents and authentic

transactions.

This implies that culture training has to

be embedded in context and also
embedded in skills acquisition.

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 What are some sociolinguistic features that
relate
directly to intercultural performance in
contact
centers?

1. Linearity / circularity feature

2. Directness / indirectness
3. Decisiveness / indecisiveness
4. Truthfulness / untruthfulness
5. Relevance / non-relevance
6. Politeness / Impoliteness
7. Public / private
8. Building relationships: familiarity / distance
9. Probing / non-probing
10. Clarity / non-clarity
11. Give choices / dont give choices
12. Appraisal / non-appraisal
13. Brevity / lack of brevity
14. Evaluation / non-evaluation
15. Taking responsibility / not taking
responsibility
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 High Context and Low
Context
High Context
Japanese
Chinese
Arab
Greek
Mexican
Spanish
Italian
French
French Canadian
English
English Canadian
American
Scandinavian
German
German-Swiss
Low Context

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 High Context and Low
Context
Meaning of Agreements and
Commitments

Directness, Especially in
Addressing Disagreements

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 Monochronic/Polychron
ic Time
What is the difference between the
following?

Daysweeksmonthsyears
Summer... Winter... Autumn...
Spring

Monochronic Cultures (like USA) are

obsessed with time. For them, time
is not flexible. Plans for the
following week are often made with
a specific time in mind, which then
become a fixed part of a persons
schedule.

Most Mediterranean and Asian

cultures, on the other hand, usually
take their own time to get down to
business.

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 Collectivism and
Individualism
Child: I want to study
photography.

Parent: What! I am sorry you

will do no such thing. You have
to get an MBA. What will
people say?

Does the above incident feel

familiar in your culture?

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 OWPer
Distance
How do you address your
supervisor?
Do you feel free to question
your supervisors decision?
Is hierarchy very important in
your organization or culture?
No interruption
Thank you and please
Mean what you say and say
what you mean.
Be direct. Dont beat around the
bush.
Listen to what they are
saying.
Treat everyone equally.

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 11/2/2006 04:46 Customer Sent
Message: Yes I would like to speak
to someone. Please ask your
manager for a number I can call. I
do not accept your chat only
support and would be greatful for
you help.
11/2/2006 04:47 Agent Sent Message:
I completely understand that you do
want to speak with a representative
or manager over the phone but we
don't have phone support.
11/2/2006 04:48 Customer Sent
Message: Thank you for the effort
you have made.
11/2/2006 04:48 Agent Sent Message:
You're most welcome!
11/2/2006 04:48 Agent Sent Message:
Take care and God bless.
11/2/2006 04:51 Customer Sent
Message: I would prefer you did not
try to impose you religious beliefs
on me and actually did something
that was useful to me instead.

11/2/2006 04:51
Cost
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Agent
Quality
Left Session
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 Perception Management over the Telephone

Use of appropriate call

openings

Use of appropriate call

closing

Situation-specific verbiage

Appropriate use of modals

Useful phrasal verbs

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 The Use of Phrasal Verbs

Structure: Verb + Preposition Function:

Idiomatic Expression
Our T&S Team will look into this case.
Look into
Let me check on that before we go further.
Check on

Did your email go through?/ My system

Go through/went through cant tell me if your email went through.

I will definitely help you get this

straightened out.
Straighten out
If there are updates in the listings, it
should show up in the system.
Show up
Id like to thank you for bringing this up to
us./ It was brought up by a seller last
Bring up/brought up week.
The easiest way to get back into X
Account is to re-register.
Get back

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 Using Phrasal Verbs
Structure: Verb + Preposition Function: Idiomatic Expression

Call off The suspicious buyer decided to call it off.

I really want to help you figure this out.

Figure out

Im not sure about this, but let me go and

Find out find out for you.

Give back Its up to you if you want to give this back

to the seller.

Hold up
Due to Trust and Safety issues, this sale
was held up by X.
Put off
The bidding for the item was put off by
the seller until more bids come in.
Work out I assure you we can work this out
together.
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 Common Interjections found in the chat
transcripts of native speaker CSRs:
"Oh, fantastic - I'm glad it showed up and we were able
to get it found!
"That's odd. Let me go and check on that.
"Awesome! Youre all set, then!
Sorry! Please ignore that previous message!
Thats great! Im glad I was able to help!
Perfect! Im glad we got that out of the way!
Absolutely! All our members enjoy these benefits.
Oh, I see what you mean.
Cool!
Okay!
Hmmm Im not so sure. Let me check on this
further.
Hello! and Hi!
Well
Yes, you can definitely check on the listings through
this link.
Yeah. I got that.
No, the T&S Team can only be reached by email.
Of course! Cost
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Id be happy
Quality
to walk you through this
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 You can try the following modals in the
following context to sound more
knowledgeable:
Sample sentences and their
function:
1. Ill give you some options you can try that
should get the card go through.
(hypothetical, that is, if the options work)

2. What you need to do is write in to their

customer support team. (denoting obligation
on the part of the member)

3. You should be able to do this on your sold

page. Itll be in the drop down menu next to
your item. (should is hypothetical, member
is able to access his sold page will in the
second sentence is more definite since it talks
about a definite location of the drop down
menu)

4. If you have a middle initial on the statement,

youll want to enter that after the first name.
(WANT TO colloquial OUGHT / SHOULD)

5. It could be that the e-check hasnt cleared yet,

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theyISO- usedCost
that. (could denotes
Quality Trainingpossibility)
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 Repair Strategies of a Native
09:42:43 PM
Speaker CSR:
I just double checked, it is #143 from July 25th - seller is "joe4u" amount is $43.18.
If you have a phone number, that would be great because I can not find ANYTHING on
09:43:34 PM
thier site regarding claims inquiries. This is REALLY HORRIBLE CUSTOMER SERVICE.
I do apologize again, but we do not have phone support offered at this time, but what I
09:44:01 PM can do is provide you with the appropriate link to inquire about this. One moment
please.
I know it's not your fault, but PLEASE let X know that they desperately need better
09:44:23 PM communication with thier customers regarding claims...there is absolutely no support
available.
09:45:29 PM I appreciate your assistance
I understand and do thank you for your suggestion. We do have support for items
09:46:16 PM purchased directly on X, but since half.com requires different methods of support, it is
difficult to accurately assist you with this.
Please click on 'contact customer service' on the bottom of the page when you arrive at
09:46:33 PM
this link: http://pages.half.X.com/help/wizard/result_1_1_12.html
09:47:24 PM Thank you
You're very welcome. We also have a suggestion box on our site that allows you to make
09:47:51 PM
a comment about the support offered for half.com concerns. Would you like that link?
09:48:24 PM ABSOLUTELY!!!!
Not a problem! Please click on 'send us your suggestion' when you get to this page:
09:48:57 PM
http://pages.X.com/help/newtoX/suggest.html
I will do...thank you again for your assistance and I apologize for my tone...I am terribly
09:49:42 PM
frustrated with this entire process. Have a great day!!
It was my pleasure in assisting you today. Thank you for choosing X Live Chat! Good
09:49:53 PM
luck!

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 Table of Recommended
Language:
Part of Chat Relevant/Functional
Functions: Suggested Interactive Expressions:
Flow: Grammar:

Hi, this is ____!

Opening Hello, welcome to X Chat Live, this is
Statements/ _____.
Greeting/Starting Interjections Welcome to X Live Chat, my name is
a _____.
conversation Hello, I'm ____. I appreciate your
patience.

How may/can I help you?

Offering help Modality
How may/can I assist you today?
Opening

I'd be happy to help you with this/that...

Showing I'd be glad to assist you with this/that...
ownership of I'd be happy to look into this for you.
the session I'd be happy to help you get that
straightened out! (for problems)

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 May I have your username and email address, please?
May I start by getting your
May I ask for your

Could I please have your

Could you give me your/theplease.
Could you tell me what / Could you tell me if/whether / Could you
give me your/the please

Verifying information Id like to / need to know / find out please. (e.g.: what browser
indirect questions youre using / if/whether you have forwarded this to our T & S Team)
Id like to ask for / get your/the please. (username and email
address)

Would you mind telling me what / Would you mind telling me

if/whether
Would you mind giving me your/the please.
Please tell me if/whether
Verificatio
n
Can/Could you give me a little more detail?
Probing for more Can/Could you tell me how you did that?
details Would you mind telling me
open-ended questions Could you explain
(requires longer
answers/explanat
ions)

Is it possible that Is this a possibility? (see comment)

Did you by chance (e.g. receive a copy of the message in your
closed-ended
"My Messages" folder?)
questions
Is your/Are they/Are these...
(Y/N questions)
Did you/Did they/Did these
Do you/Do they/Do these...
tag question
Were you able to
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is that right?/correct? / Am I right?
9001 Effective

Checking understanding
of member
When member did not
understand
instructions/direction
s Sorry for the confusion, let me back track...
"Got / Get it so far?"
"If that is okay, then we can proceed."
"Is this alright with you?"
"Does that work for you?"
"How does that sound?"
"Make sense so far?"
"With me so far?"
"Does that make sense?"
Let me start over/try again
Sorry, let me explain it more clearly / in
another way / better
Sorry, let me clarify that

When checking progress Any luck on logging in? (checking progress of

of member in member in following instructions)
following "How's it coming?" / "How's that working for
instructions/trying you?"
out some steps "Did that work for you?/I hope that works for
you."

When youre not sure Please give me a few minutes... I will find
Servicing about the answer to out for you
the member's Ill see what I can find out about this
question/s say the "Can you please give me a few minutes to
following: research on this case."
Id like to verify this with
Note: Leveling of Let me check on this with our
expectations with the Id like to look into this..."
customer is "May I have a moment to research this for
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 If you were able to
satisfy member/when "I'm glad I was able to help."
member asks for sup "Oh fantastic! I'm glad I was able to help!
to commend you
Im sorry if I was not able to meet your expectations in
this chat, but heres what I will do I will discuss /
check / talk with my supervisor on what else we can do
for you regarding your concern.
Can you give me a moment/a few minutes to do
that?"***
If the member wasn't
Note: If the member isn't happy about the situation but
too happy about your
there really isn't anything else we can do (hence there
service
is no need to discuss it further with a supervisor) you
could say something along the lines of:

"I'm sorry we couldn't directly address your concerns

here in Live Chat...."

"If you have other concerns/questions, please don't

hesitate to come back on X Live Help"
"If you have other concerns/questions, you know where
Establish a
to find us."
relationship with
member "I wish you the best in your future X transactions."
"I hope everything goes well."
"It's been good chatting/talking with you."
Closing Anything else that prompted your call today?"
Offer further
Statements
assistance Before you go, do you have any other questions?


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chatting with/talking to/with you."
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 Office Email
Etiquette

Nuggets on effective
emailing

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 Nugget
#1
The subject line should make
sense

Subject: [Blank]
Subject: Urgent! Read Now!!
Subject: Q Q (Quick
Question)
Subject: Finding out about
Friday
Subject: The form you
required
Subject: Quorum larger than
expected... will need a bigger
room

For easy replies, mention the

message in the subject line e.g.,
Client arriving at 3 p.m., no
further delays"

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 Nugget #2

Keep the message to the point and

comprehensible

Use standard spelling

thx 4 ur help 2day ur gr8
Provide space between paragraphs
Avoid fancy fonts
Many people's e-mail can only decipher
plain text
Use asterisks for emphasizing a particular
word
Avoid writing in the upper case
I WONT BE ABLE TO HELP YOU OUT.
(Dont shout, please)
Kindly mark Rose on all communication
regarding the project.
Choose your language (formal/informal) with
the reader in mind.
BTW for By The Way", LOL for "laughing
out loud,"

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 Nugget
#3
Avoid heavy, unnecessary
attachments

To: All 5000 Employees

From: Mister Master
Subject: My wedding pictures
--------
Hi all. I've attached my wedding
pictures I am sure some of you
my find yourselves next to the
bar
Attachments:
All wedding photographs (500MB)

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 Nugget
#4
Introduce/identify yourself
appropriately

When contacting someone new,

always mention
your name
occupation
any other important identification
information in the first few sentences

jungleeboy@yahoo.com

iamonly27@hotmail.com

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 Nugget
#5
Proofread

Please ensure your message

looks professional, especially
when you want the recipient to
do some work for you

The spell checker often helps

spotting silly errors which my be
perceived as blunders

Take your time (double check if

you must) before clicking on
"send"

One could even ask a peer to

have a look at the mail and see if
it makes any sense

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 Nugget
#6
Don't make the mistake
of assuming privacy

Unless you are Donald

Trump, praise in
public, and criticize
in private

Do unto others as you

would have them do
unto you: dont send
mails that you would
not like to receive

E-mail is not secure

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 Nugget
#7
Think before you click on
the reply to all button

Everyone may not need to

be a part of your
communication

Always delete or refrain

from sending "spam,"
jokes and chain letters

By clicking on reply all

one always takes the risk
of being reprimanded

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 Nugget
#8
Show Respect and Restraint
It is common courtesy to ask
the sender before forwarding a
personal message to others

While sending sensitive

information to a huge
population exercise the use of
BCC in lieu of CC

Dont overreact if someone else

is not adequately courteous
Example: If you find a comment
offensive/insolent, reply in a
neutral tone and ask the sender
to elaborate

Courtesy demands you stay

available to your online
contacts
If you
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 Nugget
#9
Flaming is not always a
good idea

Think twice before clicking

on the "Send button

Whenever you find

yourself angry and writing
a mail, take a break, take
a walk, listen to some
music, have some tea, and
then come back and
respond

Never add fuel to the fire

it may have dire
consequences

As mentioned
Cost
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 Nugget
#10
Dont mail when talking face
to face is viable

Emails do not give you the

luxury of observing
immediate feedback & body
language

Things like humor, wit,

sarcasm stand a good
chance of being
misinterpreted

A real time, telephonic or

face to face conversation
always makes it easier to
make up

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 Thank You

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