THE BEST PRACTICES FOR INTERCULTURAL COMMUNICATION IN CUSTOMER SERVICE AND CLIENT RELATIONS

THE BEST PRACTICES FOR INTERCULTURAL COMMUNICATION IN

CUSTOMER SERVICE AND CLIENT RELATIONS

Abstract

Intercultural communication as a subject the paper uses as a lens to review customer

relations and client services within the globalization premise. It is important for organizational

environments to be culturally sensitivity to and attuned to cultural differences in order to

improve communication and, more specifically, sales for different markets. Therefore, cultural

consciousness is accepted as one of the prerequisite measures to encourage understanding and

minimize misconceptions, and therefore, key concepts, such as cultural receptiveness, respect,

sensitivity, cultural and communication elasticity are investigated to explain these concepts. One

of the factors that have been discussed in the paper is the high emphasis on the training and or

general concern pertaining cultural sensitivity, as this might be effective in enhancing worker

productivity and or customer satisfaction levels in the region. Moreover, it focuses on cascading

diversity within organizations in addition to whining out prejudice to lack of diversity in

enforcing diversity processes to bring exposure of amusement and creativity at workplace.

Therefore, the organizations which practice the given principles of diversity and guarantee that

every individual should be treated equally and receive Commission for their work can become

serious rival for the companies which do not consider that the main values are equality, the

respect for people and their relations with the customers. A possible direction for further research

is the observation of the particular ways in which organizational practices are initiated and

follow through in the public sector for them to become an ongoing process as means of updating

the delivery of the goals and services that it offers to the customers. The discoveries pointed out

the implication that culture intelligence is achievable and this is a significant progression in

globalization in an effort to compete in the present diversified world.

Introduction

The interconnectivity of the global environment is rapidly growing for organizations,

operating in the diverse context of the modern international business environment to learn how to

manage intercultural communication effectively in customer service and client relations. When

the global venturing starts, these MNCs are faced with different culture, each of which, has its

own peculiarities in terms of communication climate, perception and feeling towards

communication activity, and their expectations. To develop long term business relationships

which can help in the growth of any business it is very important to sensitize oneself to such

cultural differences and the client from this cultural angle. This indicates that the cultural

element of communication does not lie in the language alone but the system of belief, ways of

doing things and perceived worth in relation to the message being conveyed. Hence, decision

making that may lead to such negligence poses other issues like misunderstandings and improper

communication which in the long run leads to alienation of customers. Intercultural

communication competence in the context of the customer service means the ability to master

cultural aspects and features of the communication process and the ability to perform certain

functions based on the cultural and self-identity of an individual, cultural empathy and emotional

intelligence. Organizations and the specific services providers within them should not only be

aware of and value cultural beliefs and assumptions within services but also attempt to

understand and value consumers. Some of the key cultural values that Virgin understands and

practices include humility and appreciation of other cultures; these are some of the key ways that

can be used to build a relationship with the clients from other cultures. There is another aspect of

intercultural communication in customer service, which is the flexibility of the interaction on the

level of communication style to the particular clients. This can be done by speaking in a certain

way, using some certain signs or actions which are understood or perhaps appealing to the

certain culture. Indeed, the concept of cultural sensitivity and understanding is crucial for a

particular organisation in order to be successful in a present and rather competitive and dynamic

business world. Whenever a people-oriented organization mainstreams cultural diversity in the

corporate culture and encourages the people to embrace the differences in culture, the impression

that the customers have about the specific organization will be positive.

I. Cultural Differences in Customer Relations

Understanding the differences in the way people across cultures communicate

Inter-cultural communication has become paramount in the world today and it is essential

that people understand the cultures of communication can be seen that culture influences the

behavior of individuals and the way they communicate or behave toward one another or have

certain expectations when they are in contact with one another. For example, communication in

East Asia is high context in a sense that indirect communication is preferred and it is considered

impolite to be direct as compared to the North American communication style which is low

context as it highly encourages the use of direct words. These differences can lead to

misunderstandings if the people handling those issues are not careful when doing so. These

aspects are very essential in the sense that if one is to be in a position to be able to communicate

across cultures, then one has to embrace such qualities. On this score, it is quite significant that

before individuals can learn how to engage with individuals of the other culture, they need to

discover what prejudgments and presuppositions they have about one’s own culture. It becomes

much simpler for individuals to appreciate how cultural differences affect the ways in which

people communicate with one another, and how they are likely to be understood by members of

other cultures. The first is awareness and being conscious of other cultures and thus, try to be

able to accept people from other cultures. This can be useful in order to minimize cultural

differences that may lead to conflict and enhance cooperation in multicultural projects. Cultural

competence in communication means not only the ability to adapt to the existence and diversity

of the ways of people’s communication but also the demand and recognition of cultural

differences. It is about accepting the fact that there is something good about that other culture

and that their contribution to the society is welcomed. This respect is not toleration but it is a

deliberate and willing recognition and appreciation of the Other’s culture. An understanding and

respect for cultural differences and perceptions of people from different origins are something

that every person can promote tolerance of people of different origin. It promotes unity,

acceptance of persons and this is so because it does not matter the culture or the beliefs of the

person in question.

Respecting the cultures, beliefs, and attitudes of people with different origins

It is evident that ethnic sensitivity, cultures, beliefs and attitudes of different people in

society play critical role in diversities and inclusiveness in social practices. This entails

understanding that specific aspects of various cultures are different, and should be accepted

without an attempt at equating or considering them. This respect is founded on the fact that

diversity has an effect on the welfare of members in the communities and increases

appreciation. It is because recognizing and respecting cultural differences are the key steps to

building meaningful relationships that are grounded in mutual trust and appreciation of the other

party, which in turn makes any society more tolerant. Multiculturalism therefore transcends mere

acceptance of other people’s modes of living and implicitly includes the need to comprehend the

processes that define multi-cultural contexts. Appreciating multiculturalism also involves

understanding of factors leading to cross cultural interactions and relationship. It is also very

important to know that in almost all societies, some cultures are always discriminated or

marginalized in the society or the system. Embracing these considerations and trying to change

them, some people can promote justice and create equitable environments. This includes the

mobilisation for policies that endorse multiculturalism besides overseeing that elimination of

discriminative attitudes. Stereotypes can be described as prejudices or assumptions that one has

concerning other people based on their culture, race, gender, age, or in relation to any other

categorization. These are the stereotype per se which lead to prejudice and discrimination that

lead to social categorization and injustice. Therefore, it would be possible to conclude that

people should not pay attention to prejudice and should only focus on what has been deemed as

superior or inferior in society as that way the people would start becoming more accepting of the

world around them. This talking also entails assessment while the other aspect involves the

capacity to see things from the other person’s perspective and willingness to listen to him or her.

Such approaches would go a long way in establishing culture of tolerance and understanding and

thus enable people to construct society with embrace of all cultural diversity.

Shunning prejudice and socially constructed perceptions

Social construction of people and prejudice has to be changed to enhance the status of

casting a blind eye on it. Prejudice can be attributed to stereotype and biased attitudes towards

different cultural groups, and this may lead to discriminating against such cultural groups and

therefore adversely influence the process of building social identity. Challenging such prejudices

and posing doubts in the constructed nature of social reality, the socially responsible individuals

can help build a less biased and a fairer society. This involves how the society has ‘programmed’

how it views the cultural difference and the attempt made to reverse the prejudice. In this regard,

education is used to change people’s attitude and therefore the kind of society that people are

living in; when one removes the feeling of shame on diversity, and made people embrace the

different and unique, one can do a lot in ensuring that people with differences are accommodated

in society. It has been established that schools, colleges and other places of learning as well as

organizations have the mandate of installing culture and perception on diversity. In as much as

diversity can be respected in organizations, there is nothing as effective as having diversity

training programs and diversity polices which would make sure that any individual working in a

particular organization has to appreciate other people’s cultures. This may lead to improved

cohesiveness and performance of the functionaries and improved inclusion of pluralism in the

decision making activities. In addition, cultural diversity can also be seen as a source of

economic profits, for people who are grouped according to cultural differences, are more likely

to be innovative and able to meet the needs of the modern society including those in the business

world. Cultural sensitivity can be used as a tool, which leads towards society where people and

organizations are tolerant to other people and offer them every opportunity to succeed regardless

of the culture of the country they were born in. However, the struggle of eradicating prejudice

and other barriers produced through socialisation requires people’s solidarity in order to counter

such stereotypic mindsets. Thus, the people can assist the cultural minorities to attain support and

also to change the society in regards to the social justice. For this reason, multiculturalism is a

part of the process of recognizing the accomplishments of the concerned cultural minorities and

the effort to find the means with which those minorities will feel like members of society whose

rights and worthy are protected.

II. Intercultural Communication Competence for Customers

Cultural competence, cultural humility and cultural intelligence

The three major concepts in cultural relationship include cultural sensitivity, cultural

empathy and cultural awareness. Cultural proficiency is the capacity to appreciate and address

the interpersonal and social relations with the community shaped by culture. It is not only the

understanding of other cultures but also the ability to implement these comprehensions when it

comes to the recognition of culture differences in behavior and communication. For example, a

culturally sensitive person might know about appropriate culture interactions, focal points, and

signs in various occasions and situations, and act properly. While cultural competence focuses on

the acquisition of extensive knowledge about cultures other than the dominant one, cultural

humility is characterized by a certain measure of self-reflection, willingness to learn from others,

and acknowledgement of one’s own cultural biases and limitations. It means that in any

interaction, one should come with a humble attitude and respect knowing that the process of

acquiring cultural knowledge is very continuous. This perspective is particularly crucial in times

where a person may be in possession of a prejudicial or a bias thought process concerning other

cultures.

Recognizing the value of culture, one can have better interactions and perceptions

towards the other culture thus enhancing cultural relations. Cultural intelligence involves the

competence of operating in cultural environments and at the same time involves acknowledging

the limitations of the individual in doing so. This pertains to being able to interpret cultural

phenomena, operate in unknown cultural environments, and manage cultural situations correctly.

For instance, an individual with a greater CI might avoid conflicts, gestures, speech, or decision-

making that is perceived as insensitive or crude in the other culture. These comprehensive

models of formulation of cultural competence foster the development of culture-specific

interpersonal relationships that foster understanding and respect in multicultural environments.

Improving the quantity and quality of the information that is received

The evaluative criterion related to increasing the frequency and quality of received

information is an effective criterion for decision-making and communication. These to concepts

are very important when it comes to determining the needs of the patient as well as the

effectiveness of the information that is being collected; quantity refers to the amounts of

information that has been collected while quality refers to the correctness, relevance and

sufficiency of the information that has been collected. The roles of such decision makers and

how people and corporations handle these problems and make decisions in the current context of

information overload are what this paper will address. This is especially important with the

opportunity to assess the credibility of sources and to compare the information obtained with the

data received from other sources thus avoiding to become victims of manipulations of fake-news

and propaganda. The second parameter of increasing information quality is termed information

quantity which would mean getting as many sources as possible and the information should be

complete and up to date. This may include data collected from questionnaires or interviews or

focus group discussions and data collected from other research papers, reports and opinions from

other literature and records from other social institutions such as journals, newspapers,

magazines, television or radio, internet and other social institutions. Data quality enhancement

on the other hand involves activities such as critical scrutiny of the sources of data, validation of

facts, and assimilation of data into knowledge. This process is specifically useful in avoiding

wrong decisions which might be due to lack of adequate information at the right time. When

there is enhanced quantity and quality of information that has been attained by individuals and

companies, they are in a better position in decision making, problem solving, and even in

expressing themselves. This is specifically so where the outcome of a decision may well impact

on the lives of other people within business contexts. For example, a business person can

incorporate information and statistics in decision-making processes in setting business strategies

and also commercial promotional strategies that are acceptable to the target market and popular

in the market. Similarly, the policymaker could use knowledge from the social sciences to make

policies that will address the problems facing society and improve the lives of the general

population.

Defining empathy and its importance as well as emotional intelligence

It is useful to know what empathy is, and when attempting to apply it to the meaning, as

well as to realize what is meant by the concept of emotional intelligence, so that, with such

knowledge, more people will be able to understand how interactions proceed and how

relationships should be built. Empathy is the ability to experience the feeling, thought or even

mood of another person or have a shared emotion and attitude. It concerns the ability to

determine feelings of other individuals and respond to them with the appropriate comforting

words or actions in relation to it. Importance of intentionality is found in the interpersonal

communication as it fosters courtesy, cooperation and comprehension. For example, a healthcare

provider who gives a patient centered approach in handling the patient can help reduce the

anxiety levels among the patients, and even foster rapport, which may help in improving care

outcomes and also the patient’s satisfaction levels. Emotional intelligence is a very general term

that embraces a larger number of possible skills pertaining to emotional intelligence, individual

and interpersonal. These are abilities such as, self-organizational skill, self-control, drive or goal

orientation, awareness of affective states, and understanding of interpersonal relations. I referred

to emotional intelligence as enabling individuals to relate properly, including comprehending the

language spoken and the nonverbal signs used by people and oneself, and building relationships.

For example a team leader who scores highly in terms of EI may be effective in handling out

conflicts well within the team since he will be sensitive to the feelings of the team members and

if well dealt with this will enhance the productivity of the team. It will be seen that empathy and

emotional intelligence are outcomes that are responsible for interpersonal communication,

conflict resolution and leadership. They enable one to present oneself to others and in return they

introduce themselves to the presenter with concern to their emotions and complaints. It is a

universally accepted principle that empathy and Emotional Intelligence are two essential factors

that make way for positive changes in interpersonal interactions, individually and

organizationally and, in the social order as well. This can be particularly relevant in the

increasingly diverse and fluctuating environment of the present day where gaining or learning

how to properly recognize and manage feelings can be beneficial for individual connection with

other people.

III. Communication Methodology for Varying Clients

Adapting the communication processes: Language and nonverbal communication

Recognising that communication may need to be tailor made to reach or involve different

people requires a fine tuned approach to words and body language. Language is also one of the

major means of communication, and the words we use, the expressions we make, and even the

context in which they are used can differ greatly from one culture to another. For example, the

single-mindedness, assertiveness and straightforwardness that are encouraged in the American

culture may be considered impolite and aggressive in the multicultural Asian context that

encourages indirectness and face-saving. Given this variation, it becomes important that those

who practice the art of communication are not only masters of the language they employ but also

knowledgeable of the cultural contexts of those languages. The successful adaptation of the

communication processes must take into account contextual factors such as code-switching,

which involves changing from one language to another to fit a particular culture or ethnic group.

Nonverbal communication is another issue that makes cross-cultural communication a challenge

since it involves use of gestures, facial expressions, body language and even silence. For

instance, although an approval sign is made by making a thumbs up in most cultures that are

developed in the western world, it is a rude sign in some areas in the Middle East. Likewise, eye

contact, which is perceived as positive attribute of confidence and integrity in the western society

might be interpreted as aggressive or rude in some Asian and African society. These are some of

the gestures that are learned unconsciously and therefore these nonverbal signs could greatly

misinterpreted.Making changes to the communication processes is a complex matter that

involves an intricate appreciation of these linguistic and nonverbal nuances to avoid

misinterpretation and encourage smooth and cooperative relations. This requires not only

knowledge but also actions and the ability to recognize nonverbal gestures and expressions and

use them perffectly. If a people have an understanding of the cultural differences is useful in the

modification of such patterns of communication, and in providing better and more culturally

sensitive means of effecting more polite and constructive interactions. This approach recognises

the fact that in communicating across cultures the emphasis should be put on the ability to

understand the receiving party, to learn from him/her and to modify the message to fit the

cultural norms of the recipient.

Cultural implications and preferences should be given consideration

The issue of culture is critical in intercultural communication since the interaction

involves people from different cultures and different expectations. This is because culture also

influences how and what people infer from it since communication is an essential aspect of

culture. For example, the Japanese and Chinese are high-context culture people; they prefer to

use indirect words, gestures that convey more meaning than the actual spoken word. However,

low context communication culture countries such as United States and Germany are not very

considerate while communicating; they are very direct and more so, rely on what they say and

not on what they portray through gestures. This division demonstrates that in the process of

communication, the cultural paradigms to satisfy should be identified because otherwise the

processes may be misunderstood. Last but not the last, there are differences in such parameters

as the degree of formality, the use of ranks, and other attributes of courtesy. For instance when

doing business with people from many Middle Eastern and Asian countries, and some from other

parts of the world it is appropriate to refer to the other by title, apart from respecting age and

their status while in the USA and Europe the opposite is likely to be true most of the times.

These differences can be in relation to business and commercial activities, trade negotiations,

contracts, international relations, interpersonal exchanges, and even routine daily

communication. These cultural preferences when not considered may lead to misunderstanding,

receiving an impression of disrespect and in any case will in some way have a negative impact

on the relations. In professional settings, such failure has even greater consequences because the

consequences of misunderstanding may be very serious. Therefore, knowing these cultural

associations and having to adapt to those patterns is useful not only in order to prevent

misinterpretation but also in demonstrating respect towards other cultures’ norms and policies.

Some of the examples of ‘interculture’ include, respecting the other person, being aware with his

or her emotions, and showing willingness to express oneself in a manner that is tolerable in the

culture of the other person. On this account, cultural concerns can be regarded as instrumental

insofar as people and organizations that take culture seriously will be well positioned to navigate

the relationship challenges of the global interactions more effectively and hence be in a position

to build more fruitful and mutually beneficial relationships.

Making use of cultural awareness to improve interpersonal communication

Cultural intelligence is a way for the individual to be extra vigilant in dealing with people

from other cultures in order to have a better understanding of how to build better rapport with

them. The concept of cultural sensitivity can be defined as an ability to identify and respect the

multicultural variations in practice, values and ways of communicating as well as applying this

knowledge towards improving the overall communication experience. This awareness can be

educated through, exposure and readiness to learn from intercultural encounters. For instance,

awareness of the role played by face in many Asian societies can permit in shaping the feedback

or criticism given in a manner that does not harm the face of the listener while being constructive

and enhancing the face of the giver. It is important to keep embarrassment at bay and this

concept of face-saving seems to play a big role in this especially when one understands that most

collectivist societies place a premium on social harmony. Knowing that many African and Latin

American cultures have a collectivist orientation to work can help in shaping ways of

approaching a team or a group project and when conveying information to a group, it should be

done with recognition of the group input. In particular, this may entail confining the use of

idiomatic expressions that might be comprehensible in one culture but not in the other, or not

using certain gestures, maintaining or not maintaining certain distances, or making or not making

eye contact – depending on the culture.

For example, knowing that pointing with a finger is considered rude in some cultures

enable one not to offend anybody. There is a strong correlation between cultural sensitivity and

understanding and therefore if incorporated into the practice of communication, people can be

able to develop trust, respect and even form useful relationships. Cultural sensitivity enables the

positive evaluation of other ways of thinking and perceiving options and thus makes

communication and personal development wider. Public relations organizations can leverage

cultural competence to determine the internationalization and productivity of the business

besides the satisfaction of workers to greater levels in multicultural environments. The strategic

communication advantage supports the need for constant learning and flexibility in the process

of communication and interaction, with the principal goal of achieving the intended goal while

still being civil and sensitive to other people’s feelings.

IV. Effective Strategies for Addressing Cross Cultural Conflicts and Misinterpretations

Recognizing conflict resolution strategies in cultural context

It is essential to learn about conflicts in relation to culture so that one can be in a position

to understand and prevent conflicts in any organization and institution which may be seen that,

individuals from a different culture use different methods to ‘handle’ conflict due to the nature,

that is historical social and psychological, of the environment in which they work. Conflicts can

also be manifested in a high context culture because such cultures encourage the use of indirect

communication and This is particularly evident in cultures that originate from East Asia that do

not engage in work confrontational approach since it will cause them to lose face. This is

different from an argument because a quarrel does not involve confrontation physically and can

be solved with gestures, intervention of a third party, or in a paratraversative manner. In contrast

with high context cultures such as of Japan and Korea, the low context such as in USA and

Germany rely on more on verbal expression and little non verbal cues. Here, conflicts are not

denied but faced intellectually with much emphasis being placed on the arguments. This is why

cultural differences should be well understood by practitioners involved in conflict resolution so

that they can be in a position to fashion out an adequate approach to the issue of cultural

differences. For instance, knowing that the team members from Western countries would be

comfortable engaging in a direct conversation, but the Asians would prefer to be handled with

kid gloves can go a long way in enhancing group work and eradicating confusion. While the first

type of conflict represents the individualistic type of culture where the aim is to find the most

suitable solution to the problem, the second type represents collectivist type of culture where

every person tries to find the comfortable solution for all. Conflict management therefore has to

consider the cultural aspect and use such in the resolution of a conflict as a way of addressing the

conflict in relation to the conflict resolution practices of the conflicting parties. This cultural way

of avoiding or minimising conflict not only helps to avoid or minimise conflict, but also helps to

cultivate appreciation, tolerance and the desire to develop more durable and far less conflict-

prone relationships.

Employing strategies such as mediation and negotiation

The flexibility to adopt mediation and negotiation form of conflict resolution is essential

especially where it involves workers of different cultures. Mediation is the process whereby there

is a third person who is neutral and helps the disputing party to communicate in a way that they

find acceptable. This is especially appropriate for cultures that are more collective and avoid

confrontation because the mediator can articulate the problems and the parties in conflict can

avoid embarrassment. For instance, in Asian communities, the elder person or any other well-

respected figure like a tribal chief is considered when other tribal people are in dispute. On the

other hand, negotiation can be defined as a more assertive approach to conflict resolution

whereby the two parties to the conflict confront one another and propose their demands before

looking for a common ground. This approach is appropriate in the high PDI culture in which

individuals are very assertive and vocal of their rights as seen amongst the Americans or Scandis.

Nonetheless, the culture interplay in bargaining requires special attention as well. The nature of

the relationship between the two parties can also be different, and the conflict resolution

strategies may also vary, may be cooperative or they may be competitive. Although the conflict-

solution style in the cultures is looked at as competitive, they may turn to a more aggressive form

of conflict solving style, with the aim of maximizing on what is available. On the other hand, the

culture reference or reference frame in collectivism is to look for accommodation and avoid the

assertiveness. Cultural sensitivity is an important factor in applying the above-discussed

strategies in terms of perceiving or identifying the culture of the involved people in bargaining

and pattern of communication and decision making. Acquainting education in cross cultural

communication and conflict can equip the practitioners who would use these strategies on the

culture of the disputants. Thus, they will be able to assist in improving and making the way of

regulating and conflict solving more satisfactory which will promote the formation of a plural

and polite society.

Promoting positive attitudes and appreciation of different people and cultures

Appreciation of persons and cultures is essential in promoting mutual relationship

acceptance and a racially accepting society at individual interpersonal interactions, places of

work and other organizational interactions. This comprises the development of a referent mental

state that encompasses the appreciation and even the pursuit of difference on an intercultural

level. The other valuable opportunity could be the educational services that would teach

minorities and the majority of residents to respect cultural differences. For instance, enhancing

the cultural competence for students and teachers in educational curricula and staff development

can enhance the citizens’ totality to communicate as well as relate to cultural diversity. It usually

includes an awareness of the peculiarity of the behaviour, the views and approaches to

communication in another culturally distinct country and the effective conflict-solving skills.

Besides the academic activities, this perspective implies the organisation of meetings between

representatives of different cultures and the acquaintance with intercultural difference. This can

be through fairs, cultural exchange and ensuring recruitment of persons of different diversity to

such positions.

Below are some of the ways that are practical for appreciating the cultures include

organizing and celebrating cultural events, recognition of contributors in respective cultures and

also encouraging the use of intercultural communication. Leadership is a very essential part of

the process of creating and maintaining the proper tone as to how diversity should be embraced

or not embraced at all. When the higher authorities such as companies, organizations, or

governments embrace the culture diversity and sensitivity and support it, then others will listen

to such an authority and follow the same. They can also encourage tolerance when people have a

chance to express different opinions and experiences and can fight prejudice when they hear how

other people think or feel. It is demonstrated that catering for different culture is not only the

right thing to do, it is also the right thing to do for business and society. If there was any doubt

about this before, the arguments presented in this paper should have been sufficient to convince

skeptics about the advantages of meeting the needs of different cultures. The acceptance of

diversity within society has the likelihood of enhancing the connectedness within the society and

be able to make it as the dynamic society.

V. Promoting the principles of diversity and equality in customer service.

Supporting measures to increase the level of diversity and inclusion

Some measures that can be taken to ensure that the level of diversity and inclusion in

companies and societies is improved in order to provide equal environment for individuals

include the following. A good tactic would be the creation of broad policies of D&I, and this

would entail putting in place objectives, and reporting mechanisms. This should be aligned with

the strategic framework of the organization and should be clearly communicated to other

stakeholders. The policies formulated for recruitment and selection should be checked and

eradicating the possibility of bias crept into the process and to ensure the right ambience

prevailed in the organization as far as the talented people belonging to any diverse group are

concerned. This could mean removing the candidates’ identification data from the application

process or the policy of the organization to aim for diverse representation. Employee resource

groups can be useful in a way to accommodate the underprivileged employees where they can

have a voice and be a part of the social structure of the company as well as enhance their career.

A third best practice intervention is the practice of actively encouraging and supporting what has

become known as the ‘representative leadership training’, which tries to equip managers and

leaders with the tools they need to be able to manage diversity in the workplace, and to make use

of the talents and abilities of people from diverse backgrounds. Normally, the system must also

train leaders to ensure that bias is not repeated, and to encourage, inclusion and diversity. It is

also helpful to conduct diversity checks and balances and questionnaires, if not on a more

frequent basis at least on an annual basis as this enables the organizations to see how far they are

in the process and which areas need alteration. In making these investments, organizations are

also able to raise the level of innovation and performance at the same time, advancing towards a

world of equity.

Training and development of cross cultural sensitivity

While the most essential components of the training and development of cross cultural

sensitivity are imperative for the creation of a diverse climate. Cultural awareness training is a

process that assists one to transform his or her outlook in order to embrace cultural differences,

this makes it easier for people to interact and even share a common workplace. One must

understand that this type of training primarily presupposes providing specific information to

references concerning expected and actual cultural differences, and how people from different

groups are seen to interact. It also includes militations that help the participants change from

their regular cultural perspective or paradigm. It can be used such components as role-playing,

cases and it will be more beneficial in presenting the intercultural conflicts and possible

scenarios that might be used in case of conflict identification. Second, concerning the

communication abilities that are crucial for employment, the participation of such programs as EI

also enhances these aspects by giving the individuals the ability to comprehend other people’s

feelings and conditions. There should also be other mechanisms for example in the from of skills

maintenance activities such as workshops, seminars and cultural experiences that reinforces

learning after the training. For instance, the aspects like cross-cultural training, employee

relations through a mentor, and other aspects can lead to the achievement of a greater

understanding of one another and the improvement of working relationships between workers

from diverse cultures. These training activities should therefore not be considered as mere

training events going on in a normal processes of individual development in one’s personal

and/or professional life. The achievements of training and thus the mentioned key training

outcomes should be frequently assessed in order to identify what the training is benefitting from

or perhaps needs to be altered. Therefore if the cross cultural sensitivity training is given the

highest importance then there are ways to ensure that all the employees in the organization are

provided with conducive working environment in which they are valued and this in turn leads to

better motivation, satisfaction and performance.

Being diverse to embrace cultural differences and cultural integration

Cultural diversity and cultural integration to mean being diverse and welcoming of

different cultures and practicing the integration of culture entails a broader concept beyond just

the representation of different cultures but integrating the diverse culture as part of the

organizational or community structure. It begins with awareness and appreciation of the diversity

in the people from other cultural backgrounds in the working environment. Multicultural

environment implies that thousands of people with different background can share a variety of

thoughts enhancing innovations. To this end, one must develop a culture that embraces diversity

and promote recognition and valuing of all individual and diverse perspectives. This may be

done through effective policies and measures which should ensure equal rights for everyone

regardless of their race or gender. For instance, the use of diversity in decision making means

that the decision making process will incorporate all necessary factors thus making the whole

process very comprehensive and effective. Also, opportunities to express cultures among the

members through proper forums or areas can improve general respect and understanding.

Cultural adaptation does not mean that employees are only able to put up with cultural

differences but also learn from this change. To help with integration is to promote language

learning so that employees can learn about various cultures and to supply them with reading

materials describing cultural norms and expectations. This process must prevent or obtain the

elimination of any structural conditions that may limit the individual and/or group contribution

of all participants, including language, resource, or discrimination barriers. Reaching out and

respecting the diverse members of any organization and the communities it represents will

ensure that every individual brings out the best, and thus the interactions are much richer, and the

productivity higher. Appreciating cultural diversities and cultural assimilation is not only the

right thing to do but the right thing to do in today’s globalized environment where cultured-

sensitive staff is well-placed to appreciate the needs of its culturally diverse customers.

Conclusion

The clients and customers from different cultures are realities of the present world

therefore it becomes very important for the persons working in the field of customer services to

develop good intercultural communication skills. Therefore, applying the knowledge from this

paper, one can see that there are certainly more aspects to consider in order to improve

communication with the customer from different culture – aspects of cultural sensitivity and

flexibility. It might exemplify improvements specifically concerning how employees from the

organizations interact with the public or consumers in the case of business entities since the

companies require embracing a liberal attitude when practicing cultural training for their staff

and subordinates. It is therefore safe to say that when change in organizations is referred it means

that other aspects give life to the workplace environment and may also prompt innovation

through the incorporation or adoption of other cultural factors in an organization. Another factor

contributing to this phenomenon is that the focus on diversity and inclusion is another necessary

component in the process because businesses willing to accept people with different backgrounds

will be more prepared to meet the needs of the international public and, thus, become even more

relevant. In light of this, communication can be defined as the transfer of ideas and knowledge

through the use of language and as such, one of the ways of avoiding clashes or conflicts at the

workplace is by acknowledging differences in communication across cultures. Intercultural

communication practices in customer service and client relations: key success factors and

challenges Based on the factors affecting the integration of intercultural communication practices

in customer service and client relations, it is clear that the process of implementing these

practices is one that can never be fully accomplished but will always be a continuous process of

learning and evolution, where the parties involved have to learn and adapt to fit the best practices

in the given situation. Understanding and leveraging the opportunity to leverage the diversity of

the populace in an organisation and the potential partners of the organisation, it is possible to

foster better productivity in the organisation. The strategy of meeting ethical obligations also

serves both the business and societal good since it improves the performance of an organisation

to deliver better services to the consumers and ensures sustainability in the growing global

environment.

THE BEST PRACTICES FOR INTERCULTURAL COMMUNICATION IN CUSTOMER SERVICE AND CLIENT RELATIONS

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