Countries and Regions
Deciphering cultural codes of 100+ countries or regions to understand behaviors and optimize one' s professional action
Welcoming international customers
Summary
Target audience
Anyone required to welcome an international clientele (catering, hotels, department stores, museums, cultural and recreational places, passenger transport, etc.)
Prerequisite
No prerequisite
Objectives
This training aims to significantly increase the efficiency of participants in their daily professional work with international clients.
At the end of the training, they will have keys to:
- Identify customer expectations
- Describe the services
- Respond to customer questions/dissatisfaction
- Decipher cultural codes and analyze situations of incomprehension
- Adapt their communication and working methods
Added value
- Animation by an interculturalist consultant
- Alternating theory and practical exercises
- Sharing of best practices and individual action plan
ACCESSIBILITY
All our training courses are accessible to people with disabilities. Each training project will be the subject of a case study by our teams, in order to adapt the training program.
Program
Introduction and Ice breaker
- Define the basics of a good and bad welcome
Awareness of the image I give to foreign clients
- Awareness of the image I give to foreign clients
- Identify and overcome prejudices and stereotypes: is this American really “arrogant” when I greet him? Is this Emirati demanding?
Identify and decode behaviors
- Understand the cultural codes of international customers
- Relationship to time: are we willing to wait, etc.
- Relationship and contact with the person: reassure, create a warm atmosphere, put at ease, etc.
- Communication: difficult messages, management of emotions
- Relationship to hierarchy: at what level are we in the eyes of the customer? How to manage this difference in relationship to authority?
- Method of reasoning: does this client from this culture or that need to know everything in detail or will a few concrete facts be enough?
Adapt your posture according to culture
- Become aware of the unconscious messages sent by your body
- How to create a climate of trust:
- Understanding the request: listening, empathy, adaptation and availability
- The vocabulary to use and that to ban
- Control your emotions
- Managing an uncomfortable situation culturally
Adopt best practices
- List the identified skills
- Bring out best practices
- Develop your individual action plan
Intra-company coursesDuration: to define
Interested in customizing this training to your needs ? Contact us.
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