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Customer service across cultures
4 hours
| Target group: | Relevant for academic and professional staff wanting to develop greater awareness of cultural issues and differences. |
| Group size: | Maximum of 16 |
| Level 1-2 program: | Suitable for staff with limited experience, for staff wishing to refresh their skills or for more experienced staff. |
| Schedule: |
| Date: | Tuesday 17 November 2009 |
| Time: | 9:00am - 1:00pm |
| Venue: | Golden Wattle Room, Level 3, Building 2, 195 Wellington Road, Clayton |
| Apply by: | Tuesday 10 November 2009 |
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| Cost: |
Monash staff - $53
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| Catering: | Morning or afternoon tea will be provided |
| To apply: | On-line application form |
Overview
This workshop develops participants' understanding of how cultural values impact on customer service by providing practical strategies for identifying and addressing challenges related to language, communication style and cultural assumptions in a service environment.
Intended Outcomes
- Increased awareness of cultural differences and how they shape the way people think and behave
- Practising skills useful in cross-cultural communication
Course Content
- Introduction to cultures
- Dos and don'ts activity
- Cross cultural communication
- Communicating with ESL speakers
- Identifying your own cultural values
- Key Australian cultural values
- Suggestions and strategies
Learning Approach
The program will follow the format of group discussion and role plays.
Handouts
A selection of notes and articles will be provided.
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