Training
Provided by Online Training Directory
This course will help you begin to understand people with different cultural experiences and will give you some guidelines to help you serve multicultural customers.
Training Avaliability and Delivery
 | This is an online eLearning or CBT training program |  | Contact Online Training Directory for more information |
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| Training Presented in: | English |
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Related Keywords:
library
part
Training Program Details
Providing Excellent Customer Service in a Multicultural Environment
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Providing excellent customer service
in a multicultural environment
Serving diverse and multicultural customers is an exciting and challenging part of working in libraries today. But it also presents situations that may be new and unsettling for you. This course will help you begin to understand people with different cultural experiences and will give you some guidelines to help you serve multicultural customers. This course will introduce you to the basics of how diversity and culture impact your understanding of and response to your multicultural customers. This course is for 2 CE credits.
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Staff completing this course will be able to:
- Understand the perspectives that people from different cultures bring to the library experience and to customer service.
- Understand how cultural differences impact customer service.
- Apply a number of basic strategies and communication skills to work effectively with multicultural customers.
The course addresses these issues and more in a web-based course designed to take about 1 1/2 hours to complete. This course contains video clips and other multimedia elements, pre and post tests, and course evaluation modules.
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This course is self-directed and assessments are graded immediately upon completion.
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Course Information (see above or below lessons, outlines, activities, etc.)
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Introduction |
An introduction to the course with the learning objectives of the course.
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| Talking About Differences
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This lesson discusses cultural behavioral differences and the problems with making generalizations about groups of people.
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| What Is Diversity? |
This lesson discusses the various dimensions of diversity: Internal diversity (race, age, ethnicity, gender, etc.), external diversity (religion, location, education, income, etc.), and organizational diversity (functional levels, seniority, union membership, etc.).
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| What is Culture? Learning Cultural Rules |
Discusses cultural assumptions, sesnse of self and space, communication, time consciousness, relationships, dress and appearance, values and norms, beliefs, attitudes, work habits and more.
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| Creating a Positive Experience for the Customer |
Practical tips and suggestions for making the library a positive experience for the customer.
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Contact Hours: 3
About Online Training Directory - Training Provider
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
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