How to Handle the Foreign Accent

By Nancy Friedman

It’s more and more common to talk with people whose native language isn’t our own. These accents can be both international and domestic. How many times have you talked with someone just from a different region of the county and not understood him or her? Miscommunication is easy with anyone who is not talking as we’re used to hearing. Today, with more and more business going global, it’s key to be ready to know how to deal with a foreign accent. Don’t forget, sometimes it’s us that has the foreign accent to others. To those from another country – we are the ones that have the foreign accent. So these tips will go both ways, and they’re effective both on the phone and in person.

Taken from our popular video of the same name, How to Handle the Foreign Accent, here are the 5 key points to know to help you at your job (and in your personal life, too) when working with someone who is difficult to understand – accent or not.

1. Don’t Pretend to Understand. It’s okay to gently explain you are having a little difficulty understanding the other person. Let’s face it, if you have an accent – you know it. So it’s not a surprise. One of the least effective things you could do when not understanding someone is to PRETEND you do. Some folks nod or say "okay," just to move the conversation along. That’s not doing anyone any good. It’s perfectly okay to simply and gently say, "I apologize. I am having a little difficulty understanding you. If you could slow down...just a little bit...I’ll be able to get it all correct for you." That’s the most important thing to the person with the accent; knowing you WANT to help and get it right. He or she is aware you might be having difficulty. And if you nod yes or pretend you understand, it won’t help the situation at all. Your tone of voice is international; universal. So keep it at a light, slower pace – and yes, smiling is also universal. Your smile is heard in any language.

The phrase I mention above is most effective – and a key phrase to learn. I know for a fact, it is accepted warmly. I’ve had many a person from another country come up and thank me for sharing that technique with the audience. It apologies, acknowledges, empathizes, and creates credibility. It shows you want to help.

2. Don’t RUSH. Rushing threatens callers. Often there’s a tendency to want to really rush someone who speaks with an accent. Not a good idea. Rushing threatens the best of us...let alone someone who is not able to express himself in our own style. Slow down. Not to excess of course, but if you find yourself constantly saying "uh huh," over and over in rapid succession, you’re probably rushing the customer.
   
   
3. Don’t Shout. They are NOT hard of hearing. We usually get a little laugh on this one. Many a time we subconsciously speak louder – or repeat the same word over and over, thinking that will help. It doesn’t. People with accents normally hear very well. It’s insulting to shout at them. Keep that smile on your face – it’ll show that you have the patience to help – and keep trying to let them know "you are there to help." It might take time, but it will help.
   
   
4. Don’t Be Rude. No one really thinks they’re rude. But if you’ve ever said: "Hey, I can’t understand you" or even a short, terse, "HUH?" – you’re considered rude. Again, go back to # 1 and explain you’re having a little difficulty understanding. They’ll often repeat it for you. If the situation is hopeless and you simply aren’t getting anywhere, don’t be embarrassed or afraid to call for help. Perhaps another person can better understand what the customer is saying. But remember, being shuffled from one person to another is frustrating to anyone – accent or not.
   
   
5. Do Keep a JOB Aid Available. Most often, we hear that 80% of the calls are from a certain area with the same accent. Be it all Hispanic, or all Asian, or all European. If your job has you working with a large percentage of one accent, keep a few simple phrases in that language near you. Short phrases that would let the customer know you’re trying. If you’re in an Hispanic environment, phrases like, "Un momento por favor" (One moment please) will help. Even if we mispronounce it, they’ll understand. Hopefully, there is someone in your area that is either fluent or well spoken in one particular language who can help you formulate an effective work aid.

And remember what we said earlier – your smile is universal. Use it early and often, no matter who you’re talking to!

Nancy Friedman is a KEYNOTE speaker at chamber & association conferences and corporate gatherings. Call (314) 291-1012 for more information or visit the Telephone Doctor Web site at www.TelephoneDocotor.com

Published in Networking Today, March 2004.

Home User Security: Your First Defense

By Moreno Gentile

The Need for a Firewall

It use to be that an anti-virus program was a home user's first (and perhaps, only) line of defense against the spread of viruses, worms, trojans, and other malicious code. Times have changed. In the era of pervasive, always-on broadband connections, today, simply having your Microsoft® Windows™ computer turned on is enough for it to get infected with the latest virus or worm.

Have you applied your weekly set of critical Microsoft security patches, or your monthly Microsoft mega-patch? What if you've been on vacation for the past few weeks? The Swiss cheese approach to applying security patches that are required to keep desktop computers safe and useable just doesn't work for the average home user. A firewall should now be a home user's first line of defense.
What is a Firewall?

The original firewalls, literally physical walls constructed to slow or cease the expansion of fires through buildings, performed a serious function in a basic way. In corporate networks, firewalls prevented unauthorized access to those networks. As the Internet grew, the need for more complex analysis of incoming data rose.

Today, we have a myriad of firewall hardware and software options available for networks large and small, with features ranging from simply watching the traffic to analyzing, refusing, and reporting in great detail. The terms personal firewall and desktop firewall are synonymous with software you install on your computer to keep the bad guys out.
How Firewalls Work

Firewalls are great tools for enhancing security and privacy. Essentially, they control the traffic flow in and out of networks or computers. They work like customs agents, determining who is safe to come and go, for what purpose, and what they can bring with them.

The "in" part is easier to understand: firewalls keep out intruders and destructive programs. The "out" part is trickier: firewalls prevent users from unwittingly sending private data into the wrong hands. For example, some browsers enable cookies, which collect data about the browser users and send that data to Web sites or external networks. Firewalls can prevent those cookies from sending that data, thereby protecting users' privacy.

Firewalls cannot be used alone and by no means give the user permission to sleep at the wheel. More small organizations and home users are installing inexpensive hardware firewalls in the form of broadband routers. This is recommended. A few popular routers are made by D-Link, NetGear and Linksys, as well some of the more popular and cost effective home firewalls include the following links:

http://www.zonealarm.com

http://www.kerio.com/us/kpf_home.html
http://www.symantec.com/sabu/nis/npf/

Moreno Gentile is the owner of Quazaar, which offers IT services to home users and small office environments including networking, data backup and recovery, security, upgrades to existing infrastructure, and Web site design. To contact Moreno, call (519) 649-2553 or email mgentile@quazaar.com.

Published in Networking Today, March 2004.

Being First

By Janet Christensen

“You must be the change you want to see in the world.”
Mahatma Gandhi

“Being first” – now there is a provocative phrase. It can mean varied and different things, depending on your perspective. Being first can mean winning a contest of some kind. It can mean putting yourself at the top of the list and ensuring that you look after your own needs. Being first can mean getting away from the “to do” lists and activities and taking reflective, quiet time to nurture your spirit. After all, we are human beings, not human doings. There is so much to write about being first that I am indeed in the process of writing a book on the topic. However, the focus of this article is being first in the sense that you will see it when you believe it.

As a coach and facilitator, I have the privilege of working with people who see greater potential for themselves and are prepared to make that happen. This potential is as varied and unique as the individuals with whom I work. Whether the person is working on personal, business, career, spiritual, relationship, or any other area there is one thing that is key to achieving his or her potential and that is being that person first.

In this context, being first is acting the part of the person you aspire to be. For example, if you are a small at-home entrepreneur and you want to be a successful business person, then behave like one, conduct your business professionally, use professional material, dress for success. If you want to be a leaner and fitter you, then be that person with your food choices and be the person who makes time to exercise on a regular basis. If you want to eliminate your credit card debt, then be that responsible person when you choose what to purchase and how to spend your money. If you want to have more loving, nurturing relationships in your life, then be a loving and nurturing person.

I believe that when we have a dream, a goal, a vision, then we have the power to create it. When we long for something, we must know it at some level to be able to long for it. We cannot long for something we do not know. The key is not to wait for some benchmark achievement to decide that you can be the person you aspire to be. At some level, you are already that person you aspire to be. You do not need to wait to be all you can be. The key is to be that person now, today, in this moment. Being first.

Janet Christensen’s passion is to empower people to live their full potential. Through her company, Unlimiting Potential, she provides personal coaching, experiential workshops, inspirational speaking, and is a Reiki practitioner. To contact Janet, phone: (519) 434-5397 fax: (519) 434-8344 or email info@janetchristensen.com www.janetchristensen.com

Published in Networking Today, March 2004.