Four Ways to Help Your New International Colleague at Work

If you have an international colleague at work, you have an interesting learning opportunity, going both ways.

Americans are more individualistic, in general, while many international employees are taught to think first of their work group, not themselves. Therefore, while Americans might ask for what they need, in some countries, other employees could expect their work group to offer this help first.

For example, if you have a new international employee, slowly and clearly explain the American concept of various types of insurance. Insurance is done differently in various countries.

If the employee is new, offer to talk about the corporate culture, or the culture of your particular unit.
What is important to your boss or mission? What changes are being planned for the near future? Does the unit do any group activities, such as a day for volunteering, or cross-departmental project teams?

Some communities have an online calendar of community events. Show that to the newcomer, as well as telling about special events you like in the community that may take place yearly. Offer to take him or her to one of these. Also offer to answer questions about general life in the community, such as schools,  recycling or recreation.

If the person's pronunciation is hard to understand, this can affect his willingness to talk in some cases.  Business speech training is available in various formats for employees; talk to Training and Development or Human Resources about this to see if the company will sponsor this training.

Business Speech Improvement offers intensive training in American English pronunciation improvement for non-native professionals, as well as related e-books and mp3 files. Speech training in general diction, learning to speak slower, presentation skills, and executive communication skills are also available.

Shy? How to make conversation at a social event

You're supposed to attend an important social gathering in the next few days, and you'd rather do anything but go. Worse yet, you know you need to make a good impression on those who are there,
but you are shy.

First, think about whether you will be having to make small talk with strangers as you mingle, or whether you will be seated at a table and only having to talk to those next to you. If you make small talk as you mingle, this means you will need to choose people with whom to speak. However, if the conversation fizzles after a good try, you can move on to talk to someone else!

To start small talk while mingling, try to locate 1-2 people who are by themselves or with just one other person. Try to catch the eye of one of them, which is a way of indicating interest and non-verbally asking permission to talk with the person. If no-one looks at you, stand perpendicular and slightly away from the person to whom you want to speak. When he or she looks at you, start by saying hello, and asking him or her a question. For example, "I understand we both work for XYZ Corporation, or are in the ABC field. I'm (say your name) and I wanted to learn more about what you do for them!"

When the other person answers,  give full attention, and ask a question about his earlier response. "So you work for the LMN Division! That always sounded interesting to me. What do you like best about it?"

If you are seated at a table and need to converse with those on both sides of you, choose one of them and ask a question to get the other person talking. For example, "I understand you are Pat's uncle. He is a good friend of mine! Do you live in the same community, or are you from someplace else?"

When the other person comments, follow up with a question based on something he has said, and sound truly interested. If appropriate, put in a few small comments about yourself, but keep the main focus on the other person.

People usually enjoy talking about themselves, and when they find an interested listener, it can be a rare treat!

For more techniques on how to start, continue and gracefully end a conversation, get the tip-filled practical e-book:

"Small Talk:Connecting with Others"!

Winter Storm Electra and Your Emergency Preparations

Winter Storm Electra, a severe storm,  is predicted for 20 states  of the USA in the next few days. Those affected need to be prepared with extra water, easily prepared food (and a manual can opener), extra medicine, extra batteries for flashlights, rock salt and shovels if in the freezing rain, ice storm or snow zones,  charged up cell phones and computers, a well-stocked car emergency kit if traveling, and a full tank of gas. You need to pay close attention to the latest weather reports and warnings, whether by radio, internet or TV.

But think beyond this. If the worst should happen, would you know how to reach your homeowner's/renter's, car and health insurance companies? Would you have your account numbers and the claims departments' telephone numbers handy? Would your family know how to get these for you, in the event you couldn't make these calls?

Now is the time to think about these possibilities, not later when you may be dealing with weather problems.

An easy way to get organized financially is through the Financial Overview Template. Use this easy template to write down as much information as you can find now, before the storm gets bad in your locale.  Then, be sure to print a hard copy of it, which you can get to if needed, if the electricity goes out.    After the storm, add the rest of the data, bit by bit, as you locate it. (As your information changes over time, you can update it easily.)

The pay-off for this will be a serene sense of financial organization and confidence; you will be able to find  the data you need, when you need it. Just think: your account numbers will be easily accessible. Your knowledge of your benefits and what they cover, your retirement information, and many other details will be quickly available, too. Imagine how great that will feel! Get the Financial Overview Template now, and be prepared with knowledge of your finances before the next storm comes!

Sales communication: impressive up-selling by thinking ahead

A hotel in Chicago is using some sophisticated techniques to simultaneously show concern for their guests' welfare and "up-sell". The Majestic Hotel sends confirmation e-mails to guests after they make their reservations. At the bottom of the e-mail is a list of options guests can choose to have ready for them when they arrive. The options range from a bottle of specific wines, milk and cookies at bed-time, or a fruit basket,  to a day-long transit pass, a picnic lunch of local delicacies, a bike rental, two hours in a kayak, or other options.

The hotel has clearly thought ahead about guests' frequent requests, and now is letting guests choose them before they arrive. This allows the hotel to more easily fill the requests, and gives them some extra profit as well.

When the guests arrive, in their rooms they find a refrigerator filled with common soft drinks and water, as well as a variety of snacks and even small toys related to the local tourist attraction. These are available on the "honor bar" system; the hotel maid notices what is gone, notes it as a charge on the bill, and refills the items daily when the room is cleaned.  Guests do not need to get dressed and leave their rooms to find a vending machine.

Another need of some guests is for a place to relax, read the newspaper and drink some tea or coffee.
These are available in a home-like "living room", where guests can chat with each other.

This same idea of thinking ahead about your customers' needs and meeting them before being asked could be used by astute business owners and managers in many fields.

 A human resources manager, for example, could think ahead of time of the many questions asked by new hires,  career development options in the organization and to a page on career pathways for employees.

A medical practice could remind patients of upcoming appointments, invite them to write down their health concerns,  and need for prescription referrals before the appointment,  answer the top 5 questions patients ask the staff about the latest health issue, or give ideas about how to stay healthy this season.

What options can you offer new customers or employees to up-sell them on your organization?

Business Speech Improvement provides intensive training in many aspects of communication in business. They include communication techniques for leadership, accent modification, presentation skills and more. Seminars, individual coaching, and e-books are available.

Amazing customer service - restaurant style

Maggiano's Little Italy in Durham, NC is a little restaurant with a fascinating angle on customer service. They want to make their target customers (new customers and out-of-town visitors) feel very special. They do this in a way that can be (but rarely is) used by most businesses, especially those in the hospitality and other service industries.

I recently had dinner in this restaurant for the first time. The server casually asked my guest and me about ourselves, and any dietary needs. Upon learning that my guest was visiting from another state and that we had never been to the restaurant before, the server quietly swung into action. After we were served a delicious dinner, several members of the restaurant staff visited to welcome us, and we were offered a complimentary (and wonderful) mini-dessert for us to split.
The purpose of this extra attention was of course to make us feel like visiting royalty, and naturally want to return.

Basically, the approach of this restaurant boils down to three principles that can easily be used by other businesses. First, the first person who approaches the new customer is well-trained to ask a few casual questions to search for customers with specific characteristics. Second, there is a system to discretely alert other members of the staff, who also welcome the visitor. Third, the business provides complimentary samples of additional services or products to these visitors, as a tangible welcome.

Many businesses could also offer to put the visitor on their mailing lists, and send him or her coupons for special deals or freebies throughout the next year to entice him to return. Others such as hotels maintain a database of customers' preferences (whether for types of rooms, recreational activities if mentioned, or other issues), so that they can refer to it when the customer comes again.

What is a recent example of great customer service that you have experienced, and what could other businesses do to emulate it? If you own or manage a service business, what else could you do to welcome your new customers?

Business Speech Improvement provides intensive training in communication skills. Training is offered through seminars, individual coaching and economical, practical e-books. One such e-book is Executive Communication Strategies, including tips you might wish your supervisor knew!