When it comes to communicating in a different language, UK businesses are falling dramatically behind their closest European counterparts according to a new survey. In a business environment that is becoming increasingly global, it seems that even a simple telephone request to some of the UKís top companies can leave them literally lost for words.
The survey, carried out on behalf of specialist language recruiter Euro London Apointments suggests that few support staff in leading British companies are getting the training and support they need to deal with overseas customers and clients. Yet across the Channel, itís a completely different story. The great majority of French and German receptionists when confronted with an English speaker could communicate fluently and effectively.
The researchers telephoned 113 UK corporate head offices of international companies and asked them, in either French or German, for their postal address. Only 2% were able to communicate the information effectively with the majority of respondents displaying confusion and even panic at the prospect of being asked a question in anything other than English. Responses ranged from ìI canít make out what you are saying, please speak Englishî to ìI cannot help you goodbye!î Some merely hung up the phone while one resorted to playing music by German speaking Mozart in response to an enquiry in that language.
When the researchers called companies in France and Germany and asked the same question in English, it was a totally different story. Forty companies were contacted and 97% responded professionally and helpfully in excellent English.
Steve Shacklock, Managing Director of Euro London Appointments which recruits multi lingual staff across a range of industry sectors in the UK and continental Europe says that relying on English is just not good enough. ìItís all very well for companies to be hiring linguists into operational roles but often it is receptionists and support staff who will give that vital first impression of the organisation. This can be so easily damaged by an over reliance on English. Failing to meet the challenges of international communication ñ even at the most junior level is simply short sightedî
UK Companies handicapped by lack of language ability
Training of support staff should be number one priority
