How do language and cultural differences affect service for globally distributed families?
Language differences can make discussions, documents, and instructions harder to understand. Cultural preferences can affect communication, decision-making, and meeting participation. We improve service by asking about communication preferences, using qualified interpreters when needed, confirming understanding, and documenting agreed processes.
Where service can break down
When people have limited proficiency in the language used by a family office, they may have difficulty understanding information or communicating their needs. The U.S. Department of Justice states that effective language assistance may include oral interpretation and written translation, depending on the circumstances (U.S. Department of Justice, 2002). In a family office, unclear communication can lead to repeated explanations, incomplete information, or different understandings of a decision.
People from different cultural backgrounds may have different expectations about communication, authority, disagreement, privacy, and participation. The National CLAS Standards recommend services that respond to cultural beliefs, communication needs, and health literacy while avoiding assumptions based only on group identity (U.S. Department of Health and Human Services, 2013).
Practical ways to serve families well
Ask each family member which language they prefer for speaking and reading, how they want information delivered, and who should receive updates. Record these preferences and review them when circumstances change.
Use a qualified interpreter when participants and staff do not share a language, especially for complex, sensitive, or consequential discussions. The U.S. Department of Justice identifies competent oral interpretation and accurate written translation as components of meaningful language access (U.S. Department of Justice, 2002). Do not rely on children or other family members when a qualified interpreter is appropriate.
Use clear, concise writing. After meetings, send a summary of decisions, responsibilities, deadlines, and open questions. Ask participants to confirm their understanding in their own words. Discuss expectations for response times, meeting schedules, holidays, privacy, and decision-making. These steps make the working process explicit while allowing each family member to state personal preferences.
Having at least one voice from outside can offer a unique perspective and reduce your chances of falling into “group think.”.
Sources
- U.S. Department of Justice, Guidance to Federal Financial Assistance Recipients Regarding Title VI Prohibition Against National Origin Discrimination Affecting Limited English Proficient Persons
- U.S. Department of Health and Human Services, National Standards for Culturally and Linguistically Appropriate Services in Health and Health Care