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
