Steph+Part+B

EFFECTIVE LISTENING


 * Personally I would listen attentively take into account everything speaking with a polite soft tone, than try and work out a method to helping the other person.
 * If a person with a complaint does not speak English and I do not know the language or try and draw I diagram of what I want the other person to know. I would find someone within the business who can speak the same language or as last resort find an interpreter from elsewhere.
 * Let the speaker finish without interrupting them, and then we can give them out response
 * Offering feedback nodding and or shaking your head

COMPLAINT HANDLING
 * Listen to peoples problems and agree.
 * Use positive body language, smile even if customer is yelling do not yell back, speak politely.
 * Express concern and empathy
 * Indicate what action will be taken, what ill be doing to help fix any problems.
 * Collaboration, a win-win method so that everyone is happy in the end.
 * Apologize


 * In a small paragraph, describe how your cultural experience would help you in the workplace when dealing with customers and colleagues with cultural and social differences in each of the following areas:**

· **Forms of address** - Spaniards address each other with a polite hello, depending on how well they know each other kiss on the cheeks or a hand shake is way to greet/be greeted. - Knowing this helps for you to understand what they might expect/do when in your establishment.

- A light handshake is the rule both upon greeting and leaving. Shake hands with both men and women. - Except for close friends, always use a person’s last name and an appropriate title: Mr. //(Señor),// Mrs. //(Señora)// or Miss //(Señorita).// (See the “Names” section of this guide//.)//

· **Levels of formality/ informality** In Spain it is a good idea to learn some basic phrases so to not insult anyone here are some words/phrases I found out. - Hola- Hello, hi - Adios- goodbye (formal) - Chau (or sometimes spelt ciao this is informal goodbye) - Por vaor- please - Gracias – Thank you - ¿cómo se llama? – what is your name (formal)

In Spain informal speaking normally would be used with someone you know on a first-name basis. It is common to kiss people when you meet them this being a kiss on both cheeks In Spanish conversation, it is quite normal for a group of people to all speak loudly and at the same time as each other in order to get their point across. They may appear to be interrupting each other. Knowing little things about various cultures and how they do things will let you to be able to work and understand situations better.

· **Work ethics** - By traveling and learning about different cultures and how people act in different parts of the world you find out how people like to work and what type of atmosphere they work in, with Spain it is common for them to talk rather loud yet they are friendly people. - They are casual about time, they think nothing of being 20 or 30 minutes late, even in business.

· **Personal grooming** - A lot of cultures expect clean, good personal grooming, depending on the culture what type of clothes you wear should cover you especially women in some cultures. - For Spaniards personal appearance is also important. Most feel they must project the impression they are well off and of good social position.

· **Family obligations** - The Spanish have a great love of children, their own and those of others. Seldom will parents even higher a babysitter. Instead they’ll take the kids with them, even to a midnight restaurant meal. If you travel in Spain with young ones, you’ll experience first hand the delight they take in children. You should also make it a point to pay attention to the children of the Spaniards you meet.

· **Religious holidays** The origins of many of the country’s countless fiestas lie in religious feasts, often honouring a patron saint.

· **Customs** - **Siesta**- The Siesta is an hour long mid-afternoon break from work. Many shops and some museums (yet relatively few other businesses) still split their hours into two distinct periods of opening with a 2 to 3 hour break in the middle. - While friendly and outgoing, Spaniards are also inclined to be polite, formal and courteous in speech and behavior. The Spanish also tend to be generous and compassionate and to have a strong moral sense of right and wrong.

· **Special needs.** - When talking with someone, look the person in the eye. Eye contact is important to Spaniards.