如何管理非英语客户? [英] How to manage non-English-speaking customers?

问题描述

在管理涉及非英语客户的软件项目时，最佳做法是什么?

What are the best practices when managing a software project involving a non-English-speaking client?

哪些沟通问题是相关的?您是否会维护两种语言的文档(尤其是定期更新规范)?

What communication issues are relevant? Would you maintain documentation in both languages (especially updating the specifications regularly)?

推荐答案

这类项目的基本风险是沟通不畅，所以首要任务是验证双方的理解，即您不仅应该验证客户理解您所说的内容 - 您还必须验证您理解客户所说的内容.然后，根据验证沟通的明确目标，并根据您必须了解客户语言的资源以及您的客户必须了解您的语言的资源，您和您的客户应就如何处理项目的沟通达成一致:两者中的文档语言、单点联系、所有通信的书面记录、所有通信的翻译等.

The basic risk in such type of projects is miscommunication, so the top priority is validating the understanding of both parties, i.e. you should not only validate that the customer understand what you say - you must also validate that you understand what the customer says. Then, with the explicit goal of validating communications and based on the resources you have to understand your customer's language and the resources your customer has to understand your language, you and your customer shall agree on how to handle communications for the project: documentation in both languages, single points of contact, written minutes of all communications, translation of all communications, etc.

为了尽量减少误解的可能性，如果可能的话，最好将所有官方通信都用一种语言进行.如果沟通应以一种以上的语言进行，您必须尽量减少沟通渠道的数量，即您不得让每个人都与其他人沟通:应指定联络人来处理所有沟通.对项目中使用的语言具有已知熟练程度的单点联系至关重要.

To minimize the possibility of misunderstandings, it is better to have all official communications in just one language, if possible. If communications shall be held in more than one language, you must minimize the number of communication channels, i.e. you must not have everybody communicating with everybody else: liaisons should be designated to handle all communications. Single points of contact with known proficiency on the language(s) used in the project are crucial.

应避免随意的交流.所有电话会议和会议都应有描述所有协议和行动项目的书面记录——如果使用多种语言，所有记录应由一个方翻译并由一个或多个联系人审查.

Casual communications shall be avoided. All conference calls and meetings shall have written minutes describing all agreements and action items - if multiple languages are being used, all minutes shall be translated by a single party and reviewed by the single point(s) of contact.

我刚刚描述的做法可能看起来是一个难看的负担，但它们会避免很多麻烦.

The practices I have just described, may seem an ugly burden to bear, but they will prevent a lot of headaches.

祝你好运！

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