Cultural communication

People show happiness and emotions differently across cultures. Being quiet or reserved does not mean someone is unhappy. Language and social norms can make integration challenging, especially for newcomers who need to learn local ways of speaking and interacting. Environmental factors, like weather and social systems, also affect how people communicate. Understanding these differences helps avoid misunderstandings and supports better interaction.

When interacting with a customer from a different culture, you need to be understanding and patient. The customer must be respected and understood regardless of their culture. It is important to recognize that the customer may find it difficult to understand our culture. Ask about their habits, values, and cultural background to better understand their perspective.

If you do not understand the customer’s cultural point of view, for example regarding a certain illness or problem, ask them to explain more. You can also explain how Finland approaches the matter and provide justification for procedures. Inform the customer about possible consequences if they refuse treatment, and always respect their decisions.

If your customer is 50 years old and comes from a culture that considers this age “old,” and they do not want to work anymore, you should support them by explaining Finnish work culture and options. Discuss together how to improve their well-being and explore possibilities for meaningful activities or retirement planning. The goal is to respect their wishes while helping them make informed choices for their life and health

Professional encounter

The customer has a lot to say, and he can't wait to let the employee finish. It's good that the customer talks about his issues openly, but if the employee doesn't get to speak, important things may not go through. This requires the employee to be assertive in directing the conversation in the direction they want and to finish what has been said.

The customer may be tense and therefore unable to listen to the employee.

It is challenging if the customer does not speak at all. The employee knows and sees that something is going on, but the customer doesn't say anything. The employee must try to get some information with several different questions, but it is not helpful.

The customer may have come against his will and therefore does not want to say anything. The situation can be very distressing for the customer, which further increases the inability to speak. It may also be that there is no trust between the customer and the employee.

The customer may be at reception with a negative attitude. The customer may belittle his affairs or even behave arrogantly. The customer can belittle the employee's words.

If the customer does not recognize the problem himself, it is difficult for the employee to help the customer.

The customer has come to the reception as sent by a friend. The client may not recognize the challenges in his life himself, but friends have noticed that the client is not feeling well. The employee does not get any information from the customer about how he is actually doing. It can be frustrating for the customer to be at the reception, and it can be difficult for the employee to help the customer.

 

What influences the creation of a trust relationship?

A relationship of trust is created in continuous interaction where both parties feel valued, heard and accepted.

What is the relationship between power and trust?

Power does not mean trust. The user of power must earn trust and be worthy of trust.

Trust between people is power and trustworthy has more power. The user of power can also abuse trust and that can lead to the loss of power.

Can you show your emotions while being professional?

The professional is allowed to show his feelings, but they must not burden the client. A professional may, for example, be sad for a client, but a professional cannot start crying uncontrollably in front of the client. A controlled display of emotions can support the client's trust and security.