LinguaTec: Communication Skills for Multicultural Companies  
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SUCCESS STORIES

 

Situation:

Customer support engineers in the Japanese division of a U.S. multinational needed to contact American development engineers in order to solve customer problems. Due to differences in approach to writing email caused by cultural communication styles, problems were slow to be resolved, causing customer complaints.

LinguaTec Solution:

  • Identified the specific writing style patterns and language issues that were causing miscommunication and slow-downs in response time to customers
  • Produced a 3-day workshop for the Japanese engineers, clarifying the cultural differences in writing style and providing customized writing practice to make their e-mails easier for American counterparts to understand
  • Trained a local consultant already working at the Japanese division to continue the process

Result:

Decreased number of e-mails required to resolve issues and increased speed in solving customer problems.



Situation:

A level 3 technician in a storage and data management company needed to express himself more clearly. Feedback from customers indicated that they could not understand the employee at times due to his pronunciation problems and use of non-standard phrasing. These communication issues were impeding the technician's ability to work efficiently with customers in resolving technical problems that affected their businesses.

LinguaTec Solution:

  • Uncovered thoughts that led to problems with word choice and phrasing.
  • Identified pronunciation issues which interfered with comprehensibility.
  • Delivered training to help the employee make the necessary adjustments in his communication style
  • Designed practice routines for the employee to assimilate the new skills and patterns into his speech

Result:

The customers and internal managers reported that they no longer had problems understanding the technician after he had completed just 25% of his coaching program.



Situation:

The manufacturing department of a mid-sized company was composed primarily of immigrant assemblers and technicians. The company wanted to institute problem-solving and process improvement teams among all the employees. The company was also instituting a bonus system, where the employees would receive bonuses for meeting specific benchmarks based on their participation in teams. The company’s effort was hampered by limited English skills among the employees and complaints from the employees that they had to work harder without making more money.

LinguaTec Solution:

  • Delivered process improvement and problem-solving training for supervisors
  • Redeveloped the process improvement and problem-solving materials to make them accessible to the assemblers and technicians
  • Trained employees in English communication and meeting skills

Result:

The company saved $1,000,000 the first year (after deducting the cost of the LinguaTec program) due to increased speed in production.



Situation:

Performance reviews for manufacturing employees A new system for performance reviews required every employee in an engineering and manufacturing company to complete a form detailing their contributions to the company and their career goals for the coming year. The first year this was instituted, the manufacturing manager and supervisors spent over two months helping limited English-speaking manufacturing employees complete the forms.

LinguaTec Solution:

  • Created a guidebook with examples of how to answer the questions on the form and simple definitions of difficult terms
  • Provided two three-hour workshops with explanations and practice in writing measurable goals and using the guidebook

Result:

Reduction in management and supervisor time by over 80%. (After the training, it took them only two weeks of involvement.)