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