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Scenario 3B - Coggle Diagram
Scenario 3B
Find out the problem
In order to fully grasp what the issues overseas are you need to know the religions that may require work to come to a halt for prayer etc. I may also need to know of beieefs that could affect our communications such where a woman can't communicate with a man. I may also need to know about family barriers.
It is best to use an open conversation. Stick to facts rather than opinions and feelings. Be respectful and constructive. Give points of feedback not just shoot down ideas. Build ideas, consult them and build them to be better. If required take time before responding to ensure that you do respond in a positive and constructive manner.
The age of the other business members needs to be taken into consideration, because they may do things differently. Their beliefs and cultural identities need to be taken into consideration.
Go based off company guidelines and beliefs. Have a better understanding of the culture in the workplace. Be open minded to getting a better understanding, and open to learning more about the culture.
Can a translator be utilised or is there another method of communication that has been used in the past to facilitate clear communication
Can I better my own understanding of the of their language? Is there a translating site that I can use to send both an English and their first language email?
Be mindful of the communication you use, do research, understand what is okay to talk about and if you are unsure consult with your HR team who may be able to direct you or provide a resource that can. If you do make a mistake aplolgise and learn to do better next time.
Know what is considered an offensive phrase or saying and what is a stereotype. If you hear others using them speak up. There is a way to do what is best for the company while still being respectful.
Consider how you can communicate to someone who may not fully understand you, could you get a translator? Even if English is their second language doesn't mean they aren't fluent.
Generate Options
Completing the work and solving the issue that occured would be the responsibility of the team members whos category the issue would fall into. Overall everyone would be largely involved if it was a major issue. The client would be in contact with myself who would be directing the notes of any developments that occured on the work site towards resolving the issues.
We should keep the client, the stakeholders, HR, and all key team members in the loop of the development. This should include any developments or due dates related to the issue. An update should be made any time something of significance occurs or at a minimum once a week.
Some liabilities that should be considered are if there is more communication errors something could go even worse that could cause a major loss in money whether that is to repair the issue itself or if it is because you lose the client entirely. If you were to go about repairing the communication errors the wrong way you could also offend the stakeholders which could cause some financial harm.
Is there a designated person who can assist with the communication or a process in place for when there is a language barrier? What is the process? Who can help me?
Is there a union that needs to considered? Are there policies in place that we need to consider before directly talking to the employees? If there are we need to consult with the union reps before going forward and consult the agreements.
How many people will it take to resolve the issue? How major was the issue? We know that the client has been made aware and is expecting a delay. We still need to communicate the plan of action to the stakeholders as well as the team. Due to a potential barrier in communication with the stakeholders do we need to bring an interpreter? Do we need to consider union reps before talking to the team members? The number of people who are brought in would depend on the severity of the issue.
To best handle this topic that both gets the communication across and keeps you covered would say that the best place for communication would be over email. If the people you are communicating with do not speak English as a first language and struggle with it, having it in email will allow them to refer back to the communications.
Ask what is at stake
For the actual communication process I believe it best to have just one person communicating to the people overseas and to the stakeholders. The actual problem solving itself would be a group effort however once the communication of the plan and next steps occurs I believe there should be one person that writes the emails to ensure the information isn't changing or missing something. Then someone else higher up like a manager or myself should read over the communication for errors or gaps in information.
I believe that the best form would be email so they would have it to refer to for any questions. And if we are unsure if we mentioned something we also have a record of the communication to refer to. This gives them time to translate if need be as well. Also due to the fact that it is a mistake we are trying to solve the urgency of sending an email should assist as well. It is quick to be able to send an email, while still giving the resource to refer back to.
For this scenario I believe the tone and style would be the same for communicating with each. For the stakeholders I believe it is best to use the direct approach. Using a direct approach should be best due to the language barrier to ensure that they are not having difficulty understanding the message. It would be brief, to one topic and very focused on what is important relating to them and what has affected them. It keeps the infor factual which I would believe to be best in the scenario of them being older and because they do not speak the same language. For the people overseas I believe it is best to use the same approach just to ensure there is no information lost in the translation.
Has something like this happened before that we can refer to? Is there someone more senior that has been communicating with the stakeholders and the team that we can consult with before sending off the information? Or can we bring them onto the team to alleviate some of the unknowns.
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