Interpersonal communication is one of the phenomena most eagerly and frequently analysed by psychologists, sociologists, body-language experts, and even philologists. We deal with it every day, across many different areas, both formal and informal. In each of them, we may face difficulties in expressing our thoughts and correctly interpreting the words of another person. This becomes even more challenging when we have to communicate with someone in a foreign language. What are the most common mistakes in multilingual communication, and how can we address them? Let’s find out.
Even employees who declare a high level of language proficiency may feel stressed when required to conduct a multilingual phone conversation. This results from the lack of support normally provided by gestures or facial expressions, as well as the inability to read lip movements, which greatly assists communication. Multilingual communication is also often burdened with stress resulting from various factors. Therefore, it is worth working on mechanisms that help control it when it occurs. Later in the text, we will outline strategies to ease such situations, enabling clearer communication and helping you convey your thoughts more effectively.
When a foreign-language client calls with a complaint, you must handle not only the issue itself but also deal with emotionally charged accusations directed at you. Remember that as an employee of the company or a contact center department, you are not responsible for technical failures or oversights that may occur during customer service; you can, however, assist the caller in resolving them. Keep in mind that in such situations, it is important not only to remain calm but also to project calmness during the conversation - for example, through appropriate voice modulation. Maintaining professionalism and composure works to your advantage: focusing on understanding the problem and attempting to resolve it quickly increases the chances of easing the situation and de-escalating the caller’s negative emotions. Also, remember that professionalism does not exclude empathy; if the situation requires it, and there truly was an oversight on the part of the organisation you represent, do not avoid apologising when appropriate. Such situations require resolving the issue raised by the caller as quickly as possible, so use simple language that minimises ambiguity.
It is worth practising the ability to make your voice sound friendly yet professional. Try not to speak too fast, but also not too slowly—so as not to bore the interlocutor. Practise various conversation scenarios “dry” at home, for example, cases in which a client expresses dissatisfaction and you try to address the issue firmly but gently by proposing a solution. According to Iranian psychologist A. Mehrabian, as much as 38% of a message’s meaning is conveyed through intonation! An even higher percentage comes from non-verbal communication—body language (55%)—which, for obvious reasons, is unavailable during phone conversations. Actual words account for only 7% of message reception. When speaking on the phone, you lose 55% of your ability to convey meaning, so you must compensate for this deficit through appropriate voice modulation.
When speaking with a foreign client over the phone, we must show understanding of their culture and respect it, even when it differs greatly from our own. For example, do not expect a warm reception in Poland when calling a client on a Sunday afternoon, nor in Spain during siesta. Also note that some nationalities may be much more detail-oriented, while representatives of others may have a more relaxed attitude toward everything and may occasionally require reminders about obvious matters. Professional multilingual communication is not only about speaking a foreign language but also about delivering customer service that adheres to high standards and cultural awareness. To avoid misunderstandings resulting from a lack of cultural knowledge, it is worthwhile to expand your understanding of the basic cultural norms of the countries from which your clients originate.
When speaking with a foreigner, do not try to impress them at all costs with your language skills. Regardless of your proficiency level, doing so increases the likelihood of making mistakes. Focus on the core of the matter, then even your minor linguistic shortcomings will be overlooked thanks to your professionalism and subject-matter expertise. Do not worry if you make a small mistake during the conversation, in your interlocutor will ultimately care most about having their issue resolved.
Even if you are a fairly skilled foreign-language user, you may still encounter difficulties understanding your interlocutor due to the way they speak (talking quickly, quietly, speech impediments), environmental factors (crowded streets, noisy public spaces), or their accent. Therefore, whenever you speak with a foreign client, especially by phone, keep a notepad and pen nearby. When you encounter a demanding caller, note down individual expressions picked out from the flow of speech that will help you piece together a logical message and understand the meaning. This will also help you stay focused on what you hear and better understand the conversation in challenging conditions. Remember too that there is nothing wrong with asking your interlocutor to clarify points you are unsure about, because the worst mistake, as we discuss next, is pretending to understand.
One of the biggest mistakes in multilingual communication is pretending to understand what is being said, even when the actual meaning escapes you. Unfortunately, this leads to a dead end that is difficult to escape. How do you then tell a client that, despite their lengthy explanations, you did not understand a single sentence? A better solution is to ask them to speak slowly and clearly. You can also ask for confirmation that you understood their instructions correctly; this is always better than offering incorrect answers to questions you did not understand.
Online translators, or even a simple notepad and pen to sketch out an issue—anything that facilitates multilingual communication is welcome in a conversation. This is important not only for those who are less fluent but for anyone aiming to achieve the highest level of communication. Sometimes it is worth asking the other person to spell out a difficult word or requesting a moment to translate it. Your professionalism is ultimately demonstrated by solving the problem, something impossible without fully understanding the issue the client is raising.
Many people avoid foreign-language phone conversations altogether or do not apply for positions requiring a foreign language because they believe their skills are insufficient. When handling an inquiry for a multilingual client over the phone, remember that your fluency is not the most important factor—the issue at hand is. Even if you make some language mistakes—which can happen even to very fluent speakers—if the client’s issue is successfully resolved, you can count on being remembered positively, regardless of small grammatical errors.
Allowing yourself to make mistakes is perhaps the most important rule followed by both professional contact center employees and by companies serving international customers. Nevertheless, it is worth striving to avoid being overwhelmed by stress and negative emotions. If your company handles many such phone or video conversations, consider outsourcing them to specialists to maintain the right standard for your brand. If you represent this industry yourself, continue professional development. While you should accept that mistakes happen, you should also keep raising the bar and strive for proficiency in both language use and understanding your interlocutor linguistically and culturally.
The more vocabulary you master and the more accustomed you become to hearing the language spoken by different people, the more effectively you will manage international phone conversations. Even if you are already doing well, there is always room for improvement—so consider training not only with a native speaker but also in interpersonal communication. Such courses can help you better understand the issues you struggle with. You may also choose sales training knowledge of marketing techniques greatly facilitates negotiations and handling everyday professional duties.
A common barrier to language development is the lack of knowledge of basic idioms. If you interpret everything too literally, you may struggle to understand the intended meaning and become stuck. Likewise, without using idioms yourself, you may be limited to simplified language that does not fully convey your intended message. Idiom dictionaries or lessons with native speakers designed to elevate your language skills are highly recommended, especially for contact-center professionals. Since your work relies heavily on conversations with people, it is important to remain flexible, sometimes using industry-specific terminology and at other times softening your tone to match the interlocutor.
If you regularly receive calls from international clients or host them in your office, you know that their manner of speaking can differ greatly from what you learned in school or during courses. Therefore, it is worth finding good courses in industry-specific vocabulary and ensuring your overall communication comfort using a notepad, a translator, simple small talk to ease the atmosphere, or statements that confirm whether you were correctly understood or whether you correctly understood the other person. With such support, you will more easily avoid repeating the most common mistakes in multilingual communication.
