2011 Trend Number 6 – Globalization

Teams from multiple countries across several time zones are no longer unusual. Language barriers, cross-cultural misunderstandings, religious diversity, differences in male and female relations, unique national identities and cultural customs which are barriers to successful global relationships.

To avoid cultural blunders or risk offending anyone, trainers must understand cultural differences and teach agents to be sensitive to cultural values, beliefs and norms.

Wouldn’t it be lovely to provide cultural training for agents? I think we should go on a field trip to study the culture before creating the training material. Where shall we go first? Italy? Germany? The Caribbean? So many choices, so little time.

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