Over the course of the past 12 months, we conducted an online research study where visitors to our website were anonymously surveyed across an area of topics related driving performance through investments in human capital. In particular, one such survey asked respondents to select an answer that best completes the following statement:
We would outsource communication skills training to...
From a list of predefined responses, here are the results for your viewing pleasure.
- Reduce or "variable-ize" costs--41%
- Increase business value--35%
- Access best practices--0%
- Focus on core competencies--12%
- We would not do it--12%
How would you complete the above statement regarding communication skills training, presentation skills training or management training in general?
Situation:
Global Engineering Team, Internal company communication
Engineers in the Japanese division of a U.S. multinational company needed to contact American development engineers in order to solve customer problems and demonstrate customer care. Due to differences in approach to writing email caused by cultural communication styles, problems were slow to be resolved - causing customer complaints.
Solution:
- Analyze numerous examples of electronic customer service correspondence between the U.S. and Japanese engineers.
- Produce a 3-day management training workshop for the Japanese engineers, explaining the different cultural approaches to communication skills best practices and providing practice in writing and re-writing email to be more easily understood.
- Train a local consultant already working at the Japanese division to continue the process and provide timely feedback to the engineers through an informal coaching program.
Result:
Increased speed in solving shortcomings across oceans and time zones!
