Effective communication is critical in any business. Recognising cultural diversity when communicating is to know a client's wants or needs or how best to offer care. However communicating effectively with people with whom you do not share a language can be very challenging.

a. Explain what a business would consider when working with people who are from culturally and linguistically diverse background to develop and maintain effective relationships, mutual trust and confidence.

b. From the list (below) of common areas of misunderstanding select two (2) and explain what steps were taken to remove potential language barriers and to make the communicationeffective.

Some common areas of misunderstanding are:

• polite forms of language
• idioms
• questions
• compliment
• dress
• social customs
• responding to good and bad news
• space
• time

c. If potential misunderstandings occur, what would be the impact on the different cultures?

d. What steps could be taken to sensitively resolve differences that reduce any escalation of a situation that would lead to conflict?