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C-C-Connection.com
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Multicultural Staff Training
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"Most people take their own culture for granted and do not realize that much of what they consider right or wrong, or just human nature, is actually culturally determined."
Employees of commercial and learning institutions interact on a daily basis with clients and students with vastly different expectations and very specific cultural needs. These point-of-contact employees often handle a heavy workload. They will greatly benefit from the practical insights and techniques this workshop supplies.
Program Objectives:
- Identify the unconscious patterns we use while communicating with ourselves and other people
- Focus on effective communication skills that allow us to improve team dynamics as well as customer assistance and satisfaction
- Determine participants' cultural software
- Augment the institution's prestige within the community
Program Benefits:
- Personal 'Cultural Software Assessment®'
- The seven common customer needs and how to fulfill them
- How to connect, empathize and cooperate with customers, students and colleagues
- Critical incident case studies, simulations and practical exercises
Program Overview:
- Perceptions, assumptions and cultural expectations
- Focus on interpersonal, intercultural and gender specific communication
- How individual cultural software affects customer service, conflict resolution and team interaction
- Active listening; discover the meaning behind the words
- How to ask the right questions and figure out what your customer needs
- How to resolve conflict and handle complaints
Who Should Attend:
Staff and point-of-contact personnel working for public, private and learning institutions
Duration: One day workshop
Location: Our conference room in New York City or your corporate facilities
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For any question, please contact our Customer Service. |
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