Customer Relations and the Diversity Challenge: A Trainer’s Guide

Table of Contents

SECTION I. Introduction To This Guide

  • Overview
  • General Approach
  • Objectives
  • Trainer’s Checklist
  • Sample Agendas

SECTION II. Self-Awareness Activities

  • Introduction-Objectives
  • What’s In a Name?
  • Optional Icebreaker: One Up!
  • Customer Relations: The Good and the Bad
  • Diversity Issues in Customer Relations
  • Perception and Points of View
  • Intercultural Bingo
  • Values – Cultural Baggage

SECTION III. Skills For Improving Customer Relations

  • Communicating Our Way
  • Asking Questions
  • “ACT” to Respond
  • Action Plan

APPENDIX

  • Authors’ Biographies

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