WHEN AGENTS APPRECIATE CULTURAL DIFFERENCES, MISUNDERSTAND- INGS DECREASE, INCLUSIVITY GROWS, AND EMPLOYEE RETEN- TION IMPROVES...
Additionally, many American leaders use the " sandwich technique.” These begin with positive feedback, criticism is inserted, and then they close with another positive statement.
While this approach may work well in low-context, individualistic cultures like the U. S., it can backfire in high-context, collectivist cultures like the Philippines, where directness is often preferred in professional feedback.
In this scenario, the agent might leave the meeting feeling praised rather than coached, unaware that there was a performance issue to address. The agent leaves the meeting unaware of the performance issue, resulting in no average handle time( AHT) improvement and wasted coaching time.
WHEN AGENTS APPRECIATE CULTURAL DIFFERENCES, MISUNDERSTAND- INGS DECREASE, INCLUSIVITY GROWS, AND EMPLOYEE RETEN- TION IMPROVES...
Here’ s another example. A leader could also unknowingly offend an agent or customer from the Middle East by offering a handshake with their left hand. That is because in many Middle Eastern cultures, the left hand is traditionally associated with personal hygiene and is therefore considered unclean for social interactions. As a result, using the left hand for a handshake is seen as disrespectful or even offensive.
COACH’ S CORNER
Developing CQ helps leaders understand how different cultures interpret feedback, motivation, authority, and gestures. A minor action in one culture can carry deep meaning in another, making CQ essential for effective leadership. By recognizing these nuances, leaders can adapt their coaching and communication styles, fostering stronger teams, better interactions, and a more inclusive workplace.
Recognizing cultural differences is only the first step. Organizations must go beyond awareness to leverage CQ and equip their teams with actionable strategies.
Well-trained employees can anticipate cultural challenges, prevent misunderstandings, and create more meaningful connections. I will be covering how to train them on that, and to develop their CQ, in Part 2 in the next issue.
Mark
Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.
We hope you didn ' t miss Kathleen Peterson ' s Idiom Insights article in our June issue, OVER AND OUT. Kathleen shares her best " real world " advice for contact centers.
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