Using local expressions with non-local customers?

Using local expressions with non-local customers?

A luxury hotel asked for help because guests were confused by some interactions with staff members. The staff, such as room attendants and front desk staff, were using local expressions which the guests did not understand.

Examples were "mash the light" (meaning "turn out the light"), put it up (meaning "put it away),  "bless your heart" (which has different meanings depending on the situation and the speaker's tone of voice) and "turn at the red light" (meaning "turn at the light, regardless of whether it was red or green"). A manufacturing operation in another town had problems when staff used the expression, "I don't care to" (which meant there  that  "I'm happy to").

Local expressions are fine if your listener is local, and a native. Otherwise, the use of local expressions can be a communication impediment; listeners can be confused or misinterpret them. In situations where the listener is in pain or sick (such as medical facilities),  traveling , in a luxury facility (such as an upscale hotel) or otherwise stressed, the use of local expressions is not appropriate for conveying a professional message.

If your staff is using local expressions, the first thing to do is to compile a list of the local expressions and their intended meaning. Newcomers to the area can help you identify such as expressions as they will notice them more easily. Then write the standard English meaning next to each expression and explain to the staff that standard English needs to be used on the job with customers to get the message across clearly. So, get out your "ink pen" and start writing!

Business Speech Improvement provides intensive training in verbal skills, and consults with businesses in many industries on improving communication skills.