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Improving  Speech  Habits
overcome.  You,  the  customer, customer may cause the barrier. or  both  you  and  the Overcoming  Cultural  Differences Persons for whom English is a second language often  have  difficulty  with  pronunciation  and  sentence structure. English is considered one of the most difficult languages  to  learn.  Words  that  sound  alike  have completely  different  spellings  and  meanings,  and  words with  similar  spellings  are  pronounced  differently.  You cannot change the language, but you can overcome the barrier. First you must listen with CARE and be sure that you know the nature of the need or problem; show an honest  concern  for  what  is  being  said.  Then,  carefully phrase  your  questions,  using  relatively  simple  words; ask only one thing at a time. By first determining the nature of the problem, you will be able ask questions to gain  additional  information. The customer who has difficulty speaking English also  may  have  trouble  understanding  it.  When  the customer  has  difficulty  understanding,  speak  more distinctly and more slowy. Watch the person’s facial expressions for signs of misunderstanding. Overcoming  Physical  Problems Speech impediments, such as stuttering or lisping, also cause misunderstanding. We did not list speech problems  in  our  discussion  of  causes  for  adverse reactions. However, in some instances they may cause 3-9

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