How can you improve your communication style with clients from diverse backgrounds?

1 Know your audience

Before you communicate with a client, do some research on their background, preferences, and expectations. Find out about their culture, values, norms, and etiquette, and how they affect their communication style. For example, some cultures may prefer a direct and assertive approach, while others may value politeness and harmony. Some may prefer formal titles and greetings, while others may use first names and casual language. Some may appreciate humor and personal stories, while others may find them inappropriate or irrelevant. Knowing your audience will help you tailor your communication style to suit their needs and preferences, and show respect and sensitivity.

2 Choose the right channel

Depending on the situation, you may have different options for communicating with your client, such as email, phone, video call, or face-to-face meeting. Each channel has its own advantages and disadvantages, and may suit different purposes and preferences. For example, email may be convenient and efficient, but it can also be impersonal and prone to misinterpretation. Phone may be more personal and interactive, but it can also be affected by poor connection or background noise. Video call may be more engaging and expressive, but it can also be distracting or awkward. Face-to-face meeting may be more effective and trustworthy, but it can also be costly and time-consuming. Choose the right channel for your communication based on your goal, your client's preference, and the available resources.

3 Listen actively

Active listening is an essential communication skill that involves paying attention, showing interest, and providing feedback to the speaker. It helps to understand the client's needs, concerns, and expectations, as well as demonstrate care and respect. To listen actively, you should focus on what the speaker is saying without distractions or interruptions. Additionally, use verbal and non-verbal cues to show that you are following along, such as nodding or saying “uh-huh”. Ask open-ended questions to encourage the speaker to elaborate or clarify their points. Paraphrase or summarize what the speaker said to check your comprehension and show your interest. Finally, provide constructive feedback to acknowledge and appreciate the speaker's contribution.

4 Adapt your style

Adapting your communication style means adjusting your tone, language, and content to suit the situation and the audience. This can help you communicate more effectively and appropriately with clients from diverse backgrounds, and avoid confusion or offense. When adapting your style, consider the context and purpose of your communication. Use clear and simple language without jargon or acronyms that may not be understood. Additionally, use inclusive and respectful language, avoiding stereotypes, assumptions, or biases. Incorporate examples and stories that are relevant to your client's background. Furthermore, use appropriate non-verbal communication such as eye contact, gestures, posture, or facial expressions; be aware of how these may be interpreted differently by different cultures.

5 Seek feedback

Seeking feedback is a communication skill that involves asking for and receiving input, suggestions, or opinions from others. This can help you improve your communication style with clients from diverse backgrounds, and measure your effectiveness and satisfaction. To do this effectively, you should ask for feedback regularly and proactively, rather than waiting for problems or complaints to arise. Ask specific and open-ended questions, and listen to feedback with an open mind and a positive attitude. Show appreciation for the feedback providers' honesty and helpfulness, and act on the feedback by making changes or improvements to your communication style. With practice and feedback, you can learn to become an effective communicator and enhance your client relations skills.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?