"To effectively communicate, we must realise that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others."
Anthony Robbins
About me
I grew up in Cambridge, UK, brought up by an English mother and Indian father and for several years, we hosted international students who were learning English in Cambridge.
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I started travelling from the age of 6 and by the age of 7, I had visited Germany and Kenya. This gave me the travel bug to explore and experience cultures around the world, either on holiday, staying with a local, or living and working in a country.
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I developed a passion for learning languages and I studied French, Spanish and Business at University which included 6 months living in Belgium. I was always envious when I heard people saying, “when I lived abroad etc.”, which then led me to teaching English as a second language and living and working in Peru and Spain.
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Having experienced the highs and lows of communicating in a second language and working in three different countries, I am able to put myself in the shoes of others. I want to help others be more effective and inclusive when communicating across cultures so colleagues and customers feel seen, heard and valued.
I discovered my passion for working in the field of intercultural communication whilst attending a 'Developing Intercultural Competence' course and went on to complete a PG Cert. in Intercultural Communication.
I am an experienced trainer in Intercultural Awareness and Communication, Customer Service and Conscious Inclusion, working with cross-cultural participants. I believe that being more aware and mastering communication in these areas is key for personal and professional success.
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I have passionate about delivering exceptional customer service and have extensive experience working in various sectors. My work in education led me to delivering presentations and training sessions in English and Spanish in the following countries: Spain, Portugal, Switzerland, Dubai, Turkey and Mexico.
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What is Intercultural Communication?
Intercultural communication focusses on being aware of our own identity and culture first, before exploring other cultures. We then look at several factors such as our assumptions, perception of time, communication styles and how we can be more understanding to help us build and maintain better relationships with our international colleagues, customers and friends.
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I really enjoy creating warm and welcoming spaces where people can come together to discuss differences and similarities. By providing engaging activities, time for reflection and sharing experiences, individuals and groups can become more self-aware, make improvements to their communication skills and implement positive changes when communicating with others.
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Improving our global communication skills is an essential and continuous journey. Miscommunication and misunderstandings are usually the number one reason why a team or project is not performing as well as it could be!
Face-to-Face, Virtual and Hybrid workshops
Helping people to communicate more effectively and inclusively across cultures.
Have you considered that cultural misunderstandings and miscommunication have contributed to customer complaints or lost customers?
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Do you provide customer service globally and would like to be more successful in communicating to your customers worldwide so they receive excellent service and you create a reputation as an outstanding service provider internationally?
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Did you know that companies which provide excellent customer service are more profitable than those who provide poor/average customer service?
70% of professionals in the UK provide some kind of service and it is becoming increasingly important in a competitive world.
(Source: Institute of Customer Service)
35% of customers prefer excellent Customer Service even if it costs more (Source: Institute of Customer Service-Jan23)
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Has a global project or team been unsuccessful due to a lack of awareness and ineffective communication across cultures? Would you like to acheive better success with your global customers and colleagues?
I can help you and your teams to improve their awareness and communication across cultures through my workshops, consultancy and 1:1 coaching sessions.
This can include, delivering customer service worldwide, improving communication in global teams, improving professional and professional relationships and much more.
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Choose from one of the following or arrange a free consultancy session to discuss your bespoke needs. This can be done either face-to-face or online.
Global Customer Service Excellence
This workshop is aimed at customer service professionals who provide a service to internal and/or external customers globally and wish to be more successful in communicating a positive outcome for both the customer and the company.
We focus on
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the importance of providing excellent customer service and effective communication across cultures.
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how inclusive and culturally adapted communication can improve the employee and customer experience.
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being more aware of our communication styles and how to adapt to ensure customers feel heard and valued - a win-win!
Upcoming workshops
Intercultural Awareness and Communication workshops
Coming soon ....
Cross-cultural communication and inclusivity
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This workshop is aimed at anyone who works in a global environment, in international teams or with a general interest who would would like to communicate more sucessfully in both their professional and personal relationships.
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We focus on
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​​exploring what it means to have cultural intelligence/competence, our assumptions and stereotypes and how we can consciously include others.
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cultural dimensions such as task vs. relationship-based cultures, cultural communication styles, case studies, best practice and more!
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These workshops can be tailored to focus on a specific need or a particular culture and are aimed at anyone who wishes to be more culturally aware and able to adapt their cultural communication style to be as successful and inclusive as they can be!
Consultancy
• If you require this service, a free online or face-to-face meeting to discuss your needs would be followed by an agreed schedule of your requirements
• 1:1 coaching sessions for improving intercultural awareness and communication
• These sessions can incorporate one of the above workshops or can be tailored to your needs
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Testimonials
“This was the second time I’ve had a training course with Yasmin, and she did not disappoint. Yasmin is a great facilitator who leads the training in a very open way, encouraging discussion, but is great at getting things back on track and keeping things timely. I learnt a lot and the training was a great mix of interactive styles.”
Sarah Dadd, Development Manager,
St Catharine's College, Cambridge
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“I think it’s fair to say that the training exceeded my expectations. It gave the team a chance to reflect upon our relationship with our colleagues in the Philippines and introduced us to concepts and tools through which we could examine the cultural factors which influence our behaviour. I can already see people starting to put together initiatives to improve and supplement our working relationships with Manila-based staff.”
Terry Knox, Senior Customer Support Manager, Cambridge English
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“Thank you again for this training session. It’s the most interesting training session I’ve been on, and I’ve really learnt a lot! Thoroughly enjoyed it.”
Maria Ligorio, Customer Support Manager
Cambridge English
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“Thank you for the two magnificent sessions on Customer Service that you gave to my staff. The feedback has been extremely positive. I also want to thank you for the tremendous effort you made to give the training sessions in Spanish. Many of the attendees have specifically asked me to convey their gratitude to you.”
Jonathan Baum, Director, Exams Andalucía, Spain
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“I am delighted that it went well and join you in congratulating Yasmin on providing a highly professional and engaging workshop. Yasmin is passionate about customers and is a highly qualified and dedicated trainer, so I am not surprised that your colleagues left feeling motivated and empowered.”
Ruth
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“I think it was well-designed and very well delivered. The mix of group activities and discussions, the different types of learning material presented during the workshop, it all has been nicely embodied into these 2 sessions. Thanks Yasmin!”
Anonymous participant in an Intercultural Awareness and Communication workshop
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"Thank you so much for a great session! It was really nice to down tools and take a break from our busy work lives to reflect and develop our self-awareness around our cultures and how this impacts on our relationships both professionally and personally. One of the team had some preconceptions but was proved totally wrong!"
Jane Moon, Senior Registration Manager
Cambridge University Press and Assessment
Contact me
Please complete the short form below or email me at
yasmin@joyofcommunication.co.uk and I will get back
to you within 24 hours.
Online resources
Self-access study/resources - coming soon.
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Pay here (PayPal or other online payment function coming soon).
