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When a U.S financial management firm, offered to someone who was raised and born in other country with language difficulties (english). But a top-notch in accounting to some American University. The company was impressed by his educational credentials and his courtly manner.
When a seasoned account manager deal with him about some issues in public contact and some of the client are getting pretty exasperated because they couldn't understand what he was trying to say.
As a manager in the company, Would you consider to send the "seasoned account manager" to diversity awareness training?
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It sounds like the individual is facing a language barrier. Perhaps this person needs more training in the language. If the company was impressed with the persons credentials and thought he had potential then yes they should make every effort to overcome this difficulty. Diversity awareness training might be beneficial.
As already stated, it does not appear that there is an "awareness" issue. Rather, it sounds like his poor English skills are causing the problem. Therefore, the employee should be attending English classes. I once worked for a company in Germany and all the employees were taking English classes during work so that they could properly communicate with Americans. They had stated that English was the universal language in business, so they needed to learn it to be successful.
"Diversity awareness training" is presumably something that a "seasoned account manager" has already experienced possibly has even helped to present to employees working under him. It is an important if not essential part of the training that should be provided to all persons involved with public contact that may include individuals with different backgrounds (which is all of us!).
The scenario you are presenting, however, isn't concerned with a lack of recognition of the diversity of background. It is addressing a difficulty in communication due to differences in pronunciation or language patterns between the employee and the customers. This problem needs to be addressed through provision of further training and practice in use of the English language with emphasis on the vocabulary most likely to be used by this employee in his/her contact with the public.
I don't think this dilemma has anything to do with diversity training or ethics. As the above posters have stated, no unacceptable remarks or discrimination has been shown this person. I think to make this a diversity issue is to create a social issue where this is really a business issue. If his lack of skills in language is creating a problem the employee needs training. I don't think anyone in the scenario you presented has done anything wrong. IF there are additional factors, such as the way complaints were phrased (using derogatory or prejudicial language) or the manner in which this employee was treated, then that would be another situation.
I agree with the previous poster. Unless the account manager has done something inappropriate, then there is no need for diversity awareness training. If he insulted the accountant to his face or to the clients, then yes he should go but sharing information with the accountant about a weakness in language skills is no different than sharing a weakness for any other skills since this is a job that requires the employee to communicate with others in a country where English is the accepted language.
So has the seasoned account manager confronted this person and told him that the clients were getting mad? Is that why he needs diversity awareness training?
If so, I would say that he should not be sent to this training. It's not like he's the one giving the guy a hard time because of his English. He's simply saying what the customers are telling him. The firm can either tell the guy that clients are upset with him or they can tell the clients to get over it. But the account manager hasn't done anything wrong.
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