Building International Client Relationship - Assignment Example

?Build international client relationship (BSBREL501A) TASK WRITTEN QUESTIONS List the appropriate fields that would need to be incorporated into a database established for international clients? Cultural factors Legislation Language Communication styles Country Religion Company brand and profile Background information Business hours Job description Contact representative Preferred contact methods 2. Discuss why it is important to gather a variety of information for both the organization as a client and the organization representative as a client? It is important for an organisation to gather a wide variety of information so that it can understand the customers and develop their profile data to build up a good relationship with clients and support requirements. Client profile information can help the company to develop a suitable market segment from a detailed profile of customer purchasing behaviour and preferences. This information will assist an organisation to interact with its customers in the best possible way and work together effectively. For example, information about issues and concerns, performance, and future strategies can help a business in understanding customers’ characteristics and developing consumer profiles. Market research can be used to collect data to enhance consumer awareness and build long-term relationships. 3. List different modes of communication that could be used to communicate with international clients? Face-to-face Phone calls E-mail Fax Meetings Skype Conferences such as formal conferences and video conferences Customer audits and investigations 4. Discuss issues that would need to be considered when establishing the preferred mode of communication with international clients? The issues that businesses need to consider when establishing a preferred mode of communication with international clients include: The length of time that a customer has been conducting business with the company Language barriers and the interpretation of different cultures Differences in perception as each person thinks differently and develops ideas in their own unique way The nature of the information and complexity needed to be managed in order to prevent conflict Misinterpretation of information may result in loss of sales and potential legal action Confidentiality is required in dealing with clients as their information should be kept private Technological availability is crucial because, if managed effectively, it can improve communication and make maintaining relationships with international clients easier Speed is an important factor in replying to clients' requests so as to respond in a timely manner and make the business friendly for clients Time differences between countries can cause difficulties in communicating with clients Therefore, the company must check any potential time zone differences and respond at the appropriate times to respond to clients' requests. 5. Discuss record keeping strategies for communications with international clients? —Develop hard copies to keep clients' records in a secure and confidential place —Save copies of e-mail communication to make it easier to deal with clients —Database software should be used to keep clients’ information and profiles —Make a backup of the clients’ profiles in case of emergencies such as computer system breakdown —Schedule meeting appointments and reminders using Microsoft Outlook and other reminder applications. 6. Discuss strategies that could be implemented to facilitate regular communications with international clients? Businesses can organize special events such as product launch functions or an organisation anniversary as strategies to maintain regular communication with international clients. For example, businesses can send out invitations regularly by mail or e-mail to invite international clients to participate in business events and special functions. This strategy allows the business to be the client's first choice when its services are needed. Moreover, businesses need to take into consideration the life cycle of their products and services. In this case, businesses can use media as a marketing tool to deliver messages to their clients. Media is an effective tool for businesses to remind customers about their products and services. Businesses can also offer special prices or promotions to attract new clientele, but also to retain loyal customers through special events. Another good strategy is the organization of cultural events. For example, businesses can involve their clients in their End-of-Year celebrations and personal events such as a business lunch. 7. Identify a range of software programs that could be used in the business for financial reporting activities with international clients XLReporting is an efficient financial reporting of international business information as it is fully integrated with Microsoft Excel. The software is cost-efficient, flexible, and provides financial solutions for financial reporting, group consolidation, budgeting and planning, and sales and purchasing analysis. NetSuite's financial management software is used by thousands of international organizations to manage their accounting needs. The software is delivered completely on-demand over the Internet, reduces IT-related costs, and integrates with all CRM and e-commerce functions. F9 is an easy-to-use financial reporting tool that can be linked with Microsoft Excel and provides simple real-time general ledger access and reporting, supports customized reporting options to suit international clients’ needs, and facilitates Web-based reporting. 8. Discuss financial issues and concerns that could exist for international clients conducting business across different countries? Currency prices — changes in currency prices in international financial markets may result in higher production and operation costs Bankruptcy — financial losses of business partners due to temporary financial problems or bankruptcy could cause liquidity problems Political instability — political instability or social unrest can affect the operations of a company International trade agreements — changes in international trading agreements will also affect organizations that conduct business across different countries Task 2: Structured Activity – Communication time zone 1. For the following areas identify possible time for a linked meeting to take place via internet conferencing. City Name Time Difference Ideal Meeting Zone Adjustment to meeting zone Brisbane 0 9 a.m. 5.30 a.m. - 2 p.m. Beijing -2 11 a.m. 7.30 a.m. - 2 p.m. Buenos Aires -13 8 p.m. 4.30 a.m. - 6 p.m. Dhaka -4 1 p.m. 9.30 p.m. - 2 p.m. (next day) Dubai -6 3 p.m. 11.30 p.m. - 6 p.m. (next day) Frankfurt -8 5 p.m. 1.30 a.m. - 6 p.m. Jakarta -3 12 p.m. 8.30 p.m. - 2 p.m. (next day) London -9 5 p.m. 2.30 a.m. - 6 p.m. Prague -8 5 p.m. 1.30 a.m. - 6 p.m. Paris -8 5 p.m. 1.30 a.m. - 6 p.m. Rome -8 5 p.m. 1.30 a.m. - 6 p.m. Seoul -1 10 a.m. 6.30 p.m. - 2 p.m. (next day) Tokyo -1 10 a.m. 6.30 p.m. - 2 p.m. (next day) Taipei -2 11 a.m. 7.30 p.m. - 2 p.m. (next day) 2. If you cannot provide a linked time that coincides as close as possible with normal working hours, then provide an alternative communication solution. If a meeting cannot be conducted during normal working hours, a solution is to organize employees who are involved in the meeting to come at a time that is most suitable to conducting the meeting with the other countries that the company will be dealing with. For example, call centers in India usually work during business hours in the country that they are providing customer service operators to. In this case, it is important to check the ideal meeting time and ensure that employees can meet at this time and have extensive knowledge about business dealings as well as the culture and communication styles required. 3. Discuss the strategies that could be used to make the process of communicating with multiple international clients more efficient and effective? The strategies that could be used are: The utilization of translators and interpreters for the interpretation of marketing plans to increase and target the diverse range of target markets Provide multilingual applications to online services Consider time zone differences for the convenience of international clients Provide extensive training to employees who are involved in the process of communicating with international clients about the culture, business ethics, appropriate communication styles, and way of life in other countries Use simple and easy to understand language by avoiding the use of slang Conduct the meetings using Skype video calls to incorporate the use of body language in communication and provide instance services to international clients Task 3: Structured Activity – Identify and analyze culturally appropriate sources of information 1. Identify internal and external sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients. Internal sources —Staff —Files and documents —Databases —Reports —Library External sources —Internet resources such as general Web sites, government Web sites, and industry and trade Web sites —Governmental departments — Major corporations — Media such as Internet news, television, radio, and brochures —Newspapers —Representative associations (private) 2. For each of the sources of information identified provide example and any advantages and disadvantages that may arise. Sources Example Advantages Disadvantages Staff Conduct in-depth interviews with staff who deal with international clients Understand staff perspectives and perceptions about international clients Staff may provide biased reviews or ideas that cannot represent real-world situations Files and documents Past and current profiles about international clients and their preferred methods of communication Organized information available at any given point Security measures need to be high and are usually costly Databases International company profiles and business records Information is safe and available for access at any moment Need to consider privacy issues and only allow access to restricted personnel Reports Report evaluation of the international clients that are dealing with the company including financial reports, profit and loss statements, business reports, and marketing plans Allow for comparison analysis of competitors’ business sectors positions, understand their business position and strategic direction Can be very costly and most of the data are confidential and cannot be used without permission Library Research information about a country’s culture and suitable communication styles Easy-to-access and a wide range of information available Requires a lot of time to research external sources of information Internet General Web sites, business blogs, academic Web sites, journal databases, and government, trade and industry Web sites Most information is available free of charge, business deals can be conducted across the globe via Internet. Theft of personal information, misuse of business information, businesses are prone to spamming and virus threats Governmental departments Government data, statistical records, and archives Easy access, most information is now available online, access to information may be limited to certain industries and trades Need to analyze the information and select statistical information from the data very carefully Major corporations Corporate data, business plans, strategic plans, and business reports Allows businesses to find relevant information about their clients so to understand what competitors are doing and response to market situations effectively Most of the reports and corporate data are highly confidential and important to consider privacy issues to avoid misuse Media Television, radio, and Internet news Able to reach a diverse audience at a global level, information is available immediately and is easy to follow Information may be too general, contain too much detail, and may not always be accurate Newspapers Stock market, business news, and world currencies Information is available as soon as it occurs, provides good reports of current situations, and not as costly as other sources Local newspapers may not always provide good reports, and sometimes the information is inaccurate Representative Associations Agencies and private associations Easy to get information and advice about any business issues or information about other countries Sometimes information is not specific to business needs Task 4: Structured Activity – Culture quiz Explain what is occurring in the following four cultural specific scenarios. 1. You extend your hand to raj, but he bows slightly, closes his eyes, put his palms of his hands together at chest level, murmurs Namaste, and then places a garland of flowers around your neck. You quietly take your seat, sensing all eyes at the table on you. The actions of bowing slightly and putting the palms of their hands together at chest level and murmuring are very typical Indian ways of greeting. This is a very traditional way of paying respect to others. 2. After many months, you are finally invited into the office of your Indian contact. There is a third person seated off to the side, but you aren’t introduced to him. You are cautious about what you say, not knowing who this “ghost person” is and what is going on? The person who was seated off to the side may be a close friend of your Indian contact. He was not introduced to you because he may not be directly relevant to the business. Indians consider the ideas and opinions from close friends and relatives very strongly. They usually get invited to meetings in order to understand the situation and offer their ideas and opinions to the contact person afterwards in private. 3. Your Indian colleague seems unusually negative. Everything you say is met with his shaking of his head from side to side. Why is he resistant to everything you say? This could mean that the person agrees with your statement and acknowledges your ideas and opinions. When Indians shake their heads, it can also mean that they understand what you are saying and are actually paying careful attention and are listening intently. 4. At the final meeting you present Subramanian with a photo of the two of you in an elegant leather picture frame. He says he is grateful, but does not take the gift. In fact, he is somewhat put off by it. Hindus abide by a strict vegetarian diet and thus do not support the killing of animals. Some Hindus feel strongly against leather goods as leather products are made from animal skins. Some groups believe that it is acceptable to use leather taken from cows that have already died. However, strict Hindus believe that using any types of leather goods is not acceptable because they do not support the killing of animals. Task 5: Report and presentation – Culturally specific communication information Choose two countries to conduct research about them from a list provided by your training facilitator. Great Britain report Great Britain is also known as the United Kingdom (UK). The UK comprises four countries: England, Scotland, Wales, and Northern Ireland. Each country has its own customs and culture along with a strong sense of identity and nationalism. Generally, many people misinterpret the terms “British” and “English.” The word British refers to the people from England, Scotland, Wales, and Northern Ireland. On the other hand, “English” refers only to people from the country of England. Welsh, Scottish, and Northern Irish people take offence at being called “English.” Cultural Diversity Britain is culturally diverse due to the large number of immigrants. These people feel that they belong to their own ethnic groups and cultures. They may sound British, but they retain their own cultural heritage from where they migrated. Today's modern Britain comprises of people from diverse backgrounds and with distinct cultural differences. Doing business in the UK Business relationships are quite formal in the UK Businesspeople from the UK like to keep relationship at a distance and build their network and relationship from there The British have good business relationships and respect their partners and associates Ranking and hierarchy are extremely strong in society and in a business setting They prefer to conduct business by communicating with people at their social level Networking and relationship building are considered to be the key to long-term business success British communication styles The communication style in the UK is a mixture of understatements and direct communication. Older businesspeople and the upper class use very formal language. The British rely on the use of diplomatic language and are not very confrontational in business situations. For example, instead of saying “I disagree”, the British would say “I think you have made a good point, but have you ever considered....” British people mostly use an understated form of communication and try to avoid using effusive language. As for communication with someone of a similar level in rank or social class, the British tend to be direct, but modest. The British also use an informal communication style with people who they know well; however, they will still be quite reserved at times. Business meetings British people are very punctual. In business situations, it is very important to be on time; you must always call and inform them in advance if you are to be late. When meetings are conducted with people of the same social level or class, it is acceptable to offer your own opinions and ideas. Usually, when there is a senior ranking person in the meeting, the senior person will do most of the speaking; it is not good to speak while somebody else is talking. Meetings are quite formal in the UK. The British rely on facts in making decisions. Also, it is important to maintain eye contact and allow others their personal space. Basic Etiquette Tips: Business Dress —Business dress codes are quite conservative. —Men should wear a dark colored suit. —Women should wear either a business suit or a conservative dress. Greetings —It is very important to maintain eye contact when speaking and greeting with someone —Shake hands with everyone and introduce yourself briefly —Titles are used in business for medical doctors and academic persons —The British prefer to use courtesy titles such as Mr., Mrs., or Miss, followed by their surname Business Cards —The British exchange business cards at the beginning of a business meeting Business Gifts —Gifts are not part of the British business culture, but small gifts are usually appreciative—inviting people for a meal is viewed as a gift Italy report Italy is located in southern Europe, and borders France, Austria, Switzerland, and Slovenia to the north. The capital city of Italy is Rome, which was the political center of Western civilization otherwise known as the capital of the Roman Empire. After the decline of the Roman Empire, Italy also became the birthplace of the Renaissance. Population and Quality of life Today, Italy is a democratic republic with a high public education level and is a globalized nation. The Quality-of-Life index has ranked Italy in the top ten in the world. The population of Italy was estimated at 60.6 million in 2010. Because of this fact, the country became the fifth most populous country in Europe. Its population enjoys a very high standard of living, and also has a high GDP per capita. Ethnics and Religions The country's ethnic make-up, apart from Italians, includes German-Italians, French-Italians, and Slovene-Italians in the north. The religion in Italy is predominately Roman Catholic, but Protestants, Jews and Muslims make up a growing immigrant community. Climate Italy has a temperate climate of the Mediterranean. The summer is hot and dry in the south. The weather is pleasantly cool in the Alps in summer; however, winter can be very cold and foggy in mountain areas. Currency – the Euro Language Roughly 93 percent of the people in Italy are native Italian speakers. Around 50 percent of population also speaks a regional dialect. In the north, the population there speaks Ladin, Slovene, French, and German. The population located in the southern part of Italy speaks Albanian. Some useful Greetings in Italian include: Hello: Buongiornio Goodbye: Arrivederci/Ciao Yes: Si Thank you: Grazie Sorry: Mi perdoni Italian Society and Culture Italians place emphasis on strong family values The family is the center of the social structure Families usually reside together in one house A family offers support to its members, both emotionally and financially Italian Style Italians are a very fashionable people Milan is regarded as one of the fashion capitals of the world The way you dress can indicate your social status, family background, and education level Physical appearances are important to Italians Italian Etiquette and Customs Meeting Etiquette Greetings can be enthusiastic, but are quite formal in business situations A polite greeting involves a handshake along with direct eye contact and a smile Kissing on both cheeks is a traditional way of greeting once a relationship develops Italians are guided by their first impression of someone Gift Giving Etiquette Do not wrap gifts in black or purple. Black is a mourning color, and purple indicates bad luck If you bring wine, make sure it is of a good vintage Gifts are usually opened when they are received Business Etiquette Italians prefer to do business with people they already know and trust A third party introduction is important in business dealings Italians prefer face-to-face contact Italians judge people on their appearance, so their first impression counts Networking and relationship building are very important in Italy Italians are very expressive in communication and tend to use gestures Business meeting Etiquette It is necessary to make appointments Allow two to three weeks in advance for written appointments Reconfirm the meeting by telephone or fax Most business are shut in August Punctuality is important in the north Hire an interpreter to communicate in Italian for you Business Negotiations In the north, people are direct and value their time In the south, people are more relaxed and prefer to build relationships Italians prefer to conduct business with high-ranking people Hierarchy is important in Italian business Avoid the use of push sales Dress Etiquette Dressing smartly is important Men should wear conservative business suits in dark colors Women should wear either business suits or conservative dresses Business cards Business cards are usually exchanged after a formal introduction It is important to look closely at their business card before putting it away Business cards should be in both English and Italian Graduate degrees should be included on business cards if applicable Task 6: Written questions – Apply culturally appropriate communication strategies with international clients Questions 1. How could active listening techniques be used to establish rapport with international clients? Active listening allows both the listener and communicator to develop effective communication and overcome communication barriers. Active listening techniques are particularly useful in communicating with international clients as they allow listeners to provide valuable feedback to the clients by concentrating on what is being said, responding appropriately, and utilizing eye contact and body language to show interest in what the speaker is saying. This will help in developing a good relationship with clients by being focused on communication and also helps to identify specific issues through responding to clients effectively. 2. What advantages associated with incorporating open questions could be used to promote two-way communication. The use of open questions to promote two-way communication can potentially help businesses in building relationship with their clients. It allows communicators to be able to ask questions and to ask the right questions at the right times. Open questions are particularly useful in building effective relationship and networking for business success. Two-way communication can assist in gathering valid information that is both relevant and useful to the business. The advantages of incorporating open questions include the ability for the business to achieve success by identifying and catering to customers’ needs. Moreover, this type of communication allows communicators to understand customer expectations, their likes, their dislikes, and their preferences. This type of communication is often used in market research to identify target markets and understand what exactly customers want and then designing and developing products and services to meet their needs. Furthermore, a two-way communication process allows businesses to give and receive feedback. This is very helpful in handling customer complaints and being able to respond to their complaints effectively. 3. Identify potential barriers to effective communication with international clients. Potential barriers to effective communication with international clients include: Badly worded or presented communication Physical conditions may be barriers to communication Failure to use appropriate communication styles Level of communication does not meet customers’ needs Poor communication skills results in an inability to communicate effectively Poor listening skills through not paying attention Emotional barriers such as anger and frustration can prevent effective listening Organizational barriers such as the lack of a suitable system to facilitate good communication procedures 4. What strategies could be used to overcome potential barriers to effective communication with international clients? Strategies that can be used to overcome potential barriers to effective communication include: Aim to understand customers’ needs and wants Always provide communication objectives Utilize active listening skills to create a rapport with clients Develop effective communication procedures and feedback systems Minimize physical and situational barriers such as noise or hurriedness Maintain eye contact and do not interrupt the speaker Avoid stereotyping and being judgmental Use two-way communication wherever possible Use expressions and gestures to facilitate communication Task 7: Written questions – Maintain and improve relationships with international clients Questions 1. Identify and discuss how appropriate strategies to establish processes for obtaining ongoing feedback from international clients? Discuss. Ongoing feedback from international clients can help in enhancing business relationships and developing effective customer service to accommodate business communication needs. Appropriate strategies to establish processes for obtaining ongoing feedback include: Two-way communication: Open questions to promote two-way communication allow businesses and clients to interact on specific issues and also provide the point of contact for businesses to response to customers’ needs in an efficient manner Active listening: Active listening is the best method in communication with clients as it can reduce barriers to communication in business negotiations In-depth interviews: In-depth interviews have been used in a wide range of market research to conduct surveys and develop marketing plans in response to consumer demand by evaluating customer behavior, their needs, and their wants to develop products and services that solve their problems Face-to-face meetings: This is one of the best methods in gaining positive and negative feedback to maintaining relationships and effective communication with clients Online surveys: An online survey is one of the most effective methods in establishing ongoing feedback. It allows business to gain a prompt response, and usually valuable feedback, as this type of strategy does not involve face-to-face contact, so customers are more inclined to providing accurate feedback Feedback sheets: Feedback sheets are considered as the traditional form of obtaining feedback. Many restaurants and hotels utilize feedback sheets in getting customers’ complaints and feedback about their services offerings at the time that the service occured. This provides instant feedback to help businesses improve their products and service offerings E-mail surveys and automated feedback forms: These types of surveys are very convenient in gaining customer responses and are usually not too costly if databases are set up appropriately Follow-up telephone calls: Telephone calls allow businesses to develop open questions with customers and provide a suitable environment to build long-term relationships with clients 2. Discuss how the feedback obtained could be used to develop and implement strategies to maintain and improve relationships with international clients. Feedback allows businesses to understand their customers better and assess their needs, likes, dislikes, and preferences to develop future effective strategies in response to customers’ needs and wants. Businesses can use feedback to improve their performance by providing products and services that suit customers’ needs. Feedback should be carefully assessed no matter if it is positive or negative. Feedback can be obtained through a wide range of methods such as surveys, in-depth interviews, verbal feedback, and complaint forms. Businesses can develop long-term relationships with international clients by utilizing open questions to promote two-way communication, use active listening to understand customers’ needs and wants and being able to respond effectively, and improving relationships with international clients by developing effective communication skills and understanding cultural differences. 3. Why is it important to review the effectiveness of communication with international clients on a regular basis? It is important to review the effectiveness of communication with clients on a regular basis in order to develop appropriate methods of communication to respond to clients effectively. Businesses can maintain long-term relationships with international clients by using suitable communication levels and styles to enhance business negotiation processes. This can be achieved by ensuring that communication methods are effective and focus on customers’ needs and wants. For example, businesses should ensure that their employees use open questions to develop two-way communication on an ongoing basis, and also use active listening skills to communicate with customers. Read More