Customer Service in the Real World
Enhance your bottom line by improving communication with internal and external customers using real world situations. Participants learn how to address challenges like language and cultural barriers, religious differences, rude behavior, and the importance of respect in a demographically evolving society.

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Cultural Competency 101: Starting Points and Definitions
Learn the basics of cultural competency and its importance to your organization. Participants examine the differences in bigotry and racism, ethnicity and race, power and privilege and a host of topics to start the journey towards cultural competency. Structured activities enable participants to appreciate the value of cultural competence in the workplace and everyday society.

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Cultural Competency 102: Tips for Trainers
This course is a must for anyone desiring to develop their facilitation skills in cultural competency and related areas. Participants explore a diversity of strategies and tools to develop their skills as facilitators. Topics include, but are not limited to:

    • Games Trainers Play
    • Reading Your Audience
    • Mirror Talk
    • Storytelling as a Strategy
    • Body Language

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Cultural Competency 103: Master Trainers’ Seminar
This course is designed for trainers and facilitators. Special emphasis is on adult learning theory, presentation skills, (oral, written, and multimedia), and event planning. The course prepares you to move to the next level as a trainer and presenter.

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Diverting Diversity Disasters
Learn how to select the appropriate diversity officer the first time; learn how to anticipate and resolve situations that are costly financially and professionally; and engage in lively interactive reviews of best practices and worst case scenarios.

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Organizational Approach to Cultural Competency for Leaders
The most important element of any strategy for diversity and cultural competency is to see executives and managers leading by example. Valda examines cultural competence from a larger systems perspective. She addresses, in great depth, the integration and application of concepts related to ethics and organizational culture and the skills needed to conduct daily business in a rapidly changing demographic environment.

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Law Enforcement and Cultural Competency
Poor relations between community members and law enforcement officers can lead to feelings of distrust, anger and fear. Today it is easy for citizens to think law enforcement agencies have unfair policies and for peace officers to feel unfairly blamed for social problems and underappreciated for the work they accomplish. There are four key aspects to this dilemma:

Poor relations between community members and law enforcement officers can lead to feelings of distrust, anger and fear. Today it is easy for citizens to think law enforcement agencies have unfair policies and for peace officers to feel unfairly blamed for social problems and underappreciated for the work they accomplish. There are four key aspects to this dilemma:

    • Race, culture and class background
    • Rapidly changing demographics
    • Community history and politics
    • The culture of law enforcement work itself

This three-part training package includes the basics of cultural competency. Participants examine the differences in bigotry and racism, ethnicity and race, power and privilege and more. Provides a treasury of additional information designed to enrich each training session. Provides a large selection of tools for trainers to use to really excite and encourage audience participation throughout the training course.

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Just Speak Slow and Loud: Linguistic Challenges in the Millennium
Examine federal statutes and regulations, cultural and linguistic challenges in the workplace, explore Culturally and Linguistically Appropriate Services (CLAS) standards and malpractice laws.

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Race and Racism: Biology, Anthropology, and Mythology
It is obvious that people look different; rarely is there difficulty distinguishing one person from another based on the classification of “race.” However, what do those differences mean? Are they biological or are they sociological? Has race always been with us? It is evident that race affects our daily lives, but how and … why? This presentation explores and contrasts the historical basis of our current use of the term race. Participants will discuss race from a variety of historical and present-day perspectives used to determine and classify race.

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Unintentional Racism
People may unintentionally discriminate against others even while consciously making every effort to behave in a non-racist manner. This course examines the presence of unintentional racism throughout the continuum. Participants will discuss the benefits of culturally competent services in the reduction and elimination of barriers, and in the creation and maximizing of opportunities for access. Strategies to inhibit the presence of unintentional racism and decrease the development of institutional racism will be discussed.

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