What are some tips for overcoming language barriers during remote troubleshooting?

No: "reboot your computer" Yes: "let's see if restarting your computer will help - would you mind if I do it for you? I'll stay on the phone with you while it's restarting" - if you control the keyboard and can get on the phone with the user; guide through the steps if not. No: "What do you mean you can't click 'cancel'?!" Yes: "There should be a 'cancel' button, do you see it? If not, would you mind describing what you're seeing?" In other words, I'd treat customers as 2-year olds but without being condescending, yelling, or promising another marshmallow. Imagine yourself an air traffic controller explaining the big kahuna how to land Air Force 1 because no-one else onboard the plane is sober enough. Yelling will make it worse... :)

Image/picture references are really useful especially when you have a some one physically on site and needs instructions of where and what to work on, sometimes they don't really have to be technical to relate to shared images. Also making sure that labeling on site has been done right from word go makes troubleshooting easy and really help one communicate with those on site ie racks, servers, cabling, network equipments.......

Use simple terms ie plain language so it's easier to understand. Like saying that your computer is not running well and that memory could potentially full so, let's see what we can do to solve the problem.

Remain as honest as contractually allowed. Honest and patience is valued, as is a clear communication when help is necessary. Trying to solve a problem while the customer waits that will take hours is unwise, while telecommunicating actively with the client.

Be as slow and descriptive as possible if they have a basic understanding of your language. If there is a language barrier completely, attempt to utilize google translate or any other translator and see if you can utilize on screen chat to communicate and provide translated instructions there.

Reverse translation for the win! Use the output of Google Translate (e.g. English to Spanish) and then feed it back to it - but in the opposite direction, e.g. Spanish to English. If the reverse translation make sense in English - then the original translation to Spanish is likely OK! If not - tune it, or try simpler language.

In my experience, i have seen many clients that could communicate greatly thanks to translation tools, they could learn some of the language in the process, and even figured out how to increase the translation accuracy. Really a great exercise

Patience is key, even among people speaking the same language we tend to argue, so, communicating through this type of barriers could be a real challenge sometimes

In such situations, embracing cultural sensitivity and patience becomes crucial. It's an opportunity to showcase your commitment to effective communication and client satisfaction. Additionally, proactively offering solutions, such as providing written documentation or visual aids, can complement the assistance you seek, ensuring a comprehensive approach to overcoming communication barriers. Always prioritize transparency and keep your client informed throughout the process, reinforcing trust and demonstrating your dedication to resolving challenges collaboratively.

The same way athletes watch tapes of their or opponents games, reviewing the project is a good practice. Not just for criticisms but to remember and review what was done well. Finding errors that can be done more efficiently next project is helpful as well

Interpreters are really underrated, unlike translation tools, they can understand context, emotion and emphasis, all of which make a great deal in communication

Learning from your time with clients is pivotal in navigating challenging situations. Stripping away assumptions and retaining insights will pave the way for future experience. Consider the following questions: What communication method does the client prefer—phone, email, or instant messaging? Are there cultural nuances that could enhance future interactions, such as a reluctance to decline directly, a preference for discussing non-work topics initially, or better response to direct questions? By taking your past experience into consideration, you can pave the way to smoother and more effective interactions with clients in the future.

Be clear and direct. If there is a total disconnect, first ask co-workers for assistance and if all fails add a good 'ol translating application on your device.

Learn to speak English fluently. Very cheap courses for this in developing countries. Watch Netflix or Amazon prime English movies without sub-titles. Speak in English with others, like with your family or colleagues. Think in English too.

No matter how good your grammar is, there are moments where all that might not be useful. You might end up speaking like a 4year old child. But as long as it gets the job done and the client is satisfied at the end of the day, is the goal. Keeping it simple is very important. Also, using less "I.T" terms is very helpful. All the client wants is for you to fix a problem.

Consider using text based communication tools if possible. Chatting is a much more preferable method as no accents get in the way of understanding each other. This works both ways and makes communication much easier