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Multicultural Customer Service
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Book Synopsis Multicultural Customer Service by : Leslie Aguilar
Download or read book Multicultural Customer Service written by Leslie Aguilar and published by McGraw Hill Professional. This book was released on 1996 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: This series presents essential business skills in a fast-paced, interactive format that appeals to today's busy managers, trainers, and employees alike. These authoritative, concise books deliver high-quality training at a remarkably affordable cost and gives readers both new and time-tested ways to increase productivity and career satisfaction.
Book Synopsis Multicultural and Diversity Strategies for the Fire Service by : Herbert Z. Wong
Download or read book Multicultural and Diversity Strategies for the Fire Service written by Herbert Z. Wong and published by Prentice Hall. This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the fire service becomes a microcosm of American society, Multicultural and Diversity Strategies for the Fire Service provides a useful tool to effectively address key issues and challenges of cultural diversity. This book provides valuable lessons on cultural competence, the value of cultural differences, and the acquisition of cross-cultural skills to be used in fire science college courses or fire academies at the city, fire-district, state or federal level. An advanced and exceptional multicultural writing team, the authors bring years of experience from positions of Organizational Psychologist, Criminal Justice instructor and State Police patrol supervisor working side-by-side with firefighters. Real world experience combined with strategies, information and tools in this progressive work will result in improved firefighter performance and professionalism.
Download or read book Beyond Culture written by Edward T. Hall and published by Anchor. This book was released on 1976-12-07 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: From a renowned American anthropologist comes a proud celebration of human capacities. For too long, people have taken their own ways of life for granted, ignoring the vast, international cultural community that srrounds them. Humankind must now embark on the difficult journey beyond culture, to the discovery of a lost self a sense of perspective. By holding up a mirror, Hall permits us to see the awesome grip of unconscious culture. With concrete examples ranging from James Joyce's Finnegans Wake to the mating habits of the bowerbird of New Guinea, Hall shows us ourselves. Beyond Culture is a book about self-discovery; it is a voyage we all must embark on if mankind is to survive. "Fascinating and emotionally challenging. . . . The book's graceful, non-technical style and the many illuminating, real-life illustrations make it a delight to read." —Library Journal "Hall's book helps us to rethink our values. . . . We come away from it exhilarated." —Ashley Montagu "In this penetrating analysis of the culturally determined yet 'unconscious' attitudes that mold our thought, feeling, communication and behavior. . . . Hall makes explicit taken-for-granted linguistic patterns, body rhythms, personality dynamics, educational goals. . . . Many of Hall's ideas are original and incisive . . . [and] should reward careful readers with new ways of thinking about themselves and others." —Publishers Weekly "A fascintaing book which stands beside The Hidden Dimension and The Silent Language to prove Hall one of the most original anthropologists of our era." —Paul Bohannan
Book Synopsis Library Services for Multicultural Patrons by : Carol Smallwood
Download or read book Library Services for Multicultural Patrons written by Carol Smallwood and published by Rowman & Littlefield. This book was released on 2013 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increasingly, libraries are struggling to deal with a growing diversity in the cultural background of their patrons. Problems arising from this cultural diversity afflict all library types--school, public and academic. Library Services for Multicultural Patrons is by and for all libraries that are striving to provide multicultural services to match the growing diversity in the cultural background of patrons. The book is designed to offer helpful tips and practical advice to academic, public, and school librarians who want to better serve the multicultural groups in their communities. The contributors to the book are themselves practicing librarians and they share creative ideas for welcoming multicultural patrons into libraries and strategies for serving them more effectively. Librarians will find in these chapters tried and true tips and techniques for marketing and promotion, improving reference services for speakers of English as a second language, and enhancing programming that they can easily implement in their own libraries and communities. The chapters are divided into the following categories for ease of access: 1) Getting Organized and Finding Partners, 2) Reaching Students, 3) Community Connections, 4) Applying Technology, 6) Outreach Initiatives, 6) Programming and Events, and 7) Reference Services. Librarians of all types will be pleased to discover easy-to-implement suggestions for collaborative efforts, many rich and diverse programming ideas, strategies for improving reference services and library instruction to speakers of English as a second language, marketing and promotional tips designed to welcome multicultural patrons into the library, and much more.
Book Synopsis Multicultural Care by : Lillian Comas-Díaz, PhD
Download or read book Multicultural Care written by Lillian Comas-Díaz, PhD and published by . This book was released on 2024-01-15 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: New in Paperback. This book presents a practical, step-by-step approach to integrating multicultural sensitivity into one's clinical practice.
Book Synopsis Multicultural Student Services on Campus by : D-L Stewart
Download or read book Multicultural Student Services on Campus written by D-L Stewart and published by Taylor & Francis. This book was released on 2023-07-03 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Co-published with For new professionals in multicultural student services (MSS), this book constitutes a thorough introduction to the structure, organization, and scope of the services and educational mission of these units. For senior practitioners it offers insights for re-evaluating their strategies, and inspiration to explore new possibilities.The book discusses the history and philosophy of MSS units; describes their operation; asserts the need for integration and coherence across the multiple facets of their work and how their role is influenced by the character and type of their institutions; and considers the challenges and opportunities ahead. The theme Building Bridges, Re-Visioning Community reflects the dual role of MSS. They “build bridges” between underrepresented student populations and the broader institutional environment, between different groups of student populations, and across differences in cultural values and traditions. At a time of increasing diversity on campus, their role is also to champion the “re-visioning” or redefinition of what constitutes community in higher education – in other words to reach beyond serving their traditional constituencies to educate for multicultural competence, and advocate for social justice across the campus commons.This book is organized in four sections moving the reader from the past to the present to the future, and from a service mission to an educational one. Part One reviews the purposes for which MSS were created, and the evolution of their vision, concluding an overview of how units perceive their needs and challenges today.Part Two addresses a range of issues – such as race/ethnicity, sexual orientation / gender identity, and religion/faith diversity – commonly addressed by MSS, and, in recognizing the tensions inherent in serving such disparate constituencies, advances ideas for bringing greater integration and coherence to their work.Part Three considers how institutional context influences the structure and organization of MSS, and addresses such questions as: Who are they serving? What kind of support services and educational programming can they provide? How broadly or narrowly should they define their role, and can they extend their influence through alliances with other campus units?The book concludes by looking at how MSS can re-vision community to ensure their continued relevance to the college or university community.An ACPA Publication
Book Synopsis Culture Crossing by : Michael Landers
Download or read book Culture Crossing written by Michael Landers and published by Berrett-Koehler Publishers. This book was released on 2017-01-09 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thrive in the multicultural communities where you work and live People, money, and information are flowing faster than ever across international borders, putting us all just one step away from a culture crash—that moment when you unintentionally confuse, frustrate, or offend someone from another culture. Are you struggling with trying to learn the customs, nuances, and hot buttons of every culture you might come into contact with? Michael Landers guides you toward a better solution: becoming aware of your own cultural “baggage.” You'll learn to sidestep the knee-jerk reactions that can get you into trouble and develop the agility to adjust your behaviors and expectations as needed. Through a mix of entertaining and instructive stories, valuable insights, and eye-opening self-assessments, Culture Crossing offers an essential primer for improving all your interactions with people from any background.
Book Synopsis Multicultural Social Work Practice by : Derald Wing Sue
Download or read book Multicultural Social Work Practice written by Derald Wing Sue and published by John Wiley & Sons. This book was released on 2016-01-19 with total page 548 pages. Available in PDF, EPUB and Kindle. Book excerpt: A thorough exploration of diversity and social justice within the field of social work Multicultural Social Work Practice: A Competency-Based Approach to Diversity and Social Justice, 2nd Edition has been aligned with the Council on Social Work Education's 2015 Educational Policy and Standards and incorporates the National Association of Social Workers Standards of Cultural Competence. New chapters focus on theoretical perspectives of critical race theory, microaggressions and changing societal attitudes, and evidence-based practice on research-supported approaches for understanding the influence of cultural differences on the social work practice. The second edition includes an expanded discussion of religion and spirituality and addresses emerging issues affecting diverse populations, such as women in the military. Additionally, Implications for Multicultural Social Work Practice' at the end of each chapter assist you in applying the information you have learned. Multicultural Social Work Practice, 2nd Edition provides access to important guidance regarding culturally sensitive social work practice, including the sociopolitical and social justice aspects of effective work in this field. This thoroughly revised edition incorporates new content and pedagogical features, including: Theoretical frameworks for multicultural social work practice Microaggressions in social work practice Evidence-based multicultural social work practice New chapter overviews, learning objectives, and reflection questions Multicultural Social Work Practice, 2nd Edition is an integral guide for students and aspiring social workers who want to engage in diversity and difference.
Book Synopsis Managing Cultural Diversity in Technical Professions by : Lionel Laroche
Download or read book Managing Cultural Diversity in Technical Professions written by Lionel Laroche and published by Routledge. This book was released on 2012-06-25 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Managing Cultural Diversity in Technical Professions' provides managers of technical professionals with clear and tested strategies to improve communication and increase productivity among culturally diverse technical professionals, teams, and departments. Dr. Laroche outlines the differences in education and training, career expectations, communication styles, and management expectations in countries around the world. He explains cross-cultural concepts and presents his case for the importance of cross-cultural competence supported by hard data, including charts, tables, and readily accessible schematics. You'll benefit from the author's experience and expertise as a manager and consultant in this area, illustrated by numerous anecdotes, critical incidents, and mini case studies, centered around two central themes: * Most technical professionals do not recognize the impact of cultural differences in their work * Cross-cultural issues lead to a significant under-utilization of talent and affect productivity negatively 'Managing Cultural Diversity in Technical Professions' offers proven tactics for improving your personal effectiveness and the efficiency of your multicultural teams, breaking the communication barrier in the multicultural workplace.
Book Synopsis Proceedings of the 1998 Multicultural Marketing Conference by : Jean-Charles Chebat
Download or read book Proceedings of the 1998 Multicultural Marketing Conference written by Jean-Charles Chebat and published by Springer. This book was released on 2015-05-19 with total page 568 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume includes the full proceedings from the 1998 Multicultural Marketing Conference held in Montreal, Canada. The focus of the conference and the enclosed papers is on marketing to various ethnic groups in both a US and global context. It presents papers on various multicultural issues across the entire spectrum of marketing activities and functions including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author :Michael Soon Lee Publisher :AMACOM/American Management Association ISBN 13 :9780814400753 Total Pages :260 pages Book Rating :4.4/5 (7 download)
Book Synopsis Black Belt Negotiating by : Michael Soon Lee
Download or read book Black Belt Negotiating written by Michael Soon Lee and published by AMACOM/American Management Association. This book was released on 2007 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book uses the principles of martial arts to guide readers step-by-step, from basic techniques through advanced strategies, all the way to achieving their "black belt" in negotiating. Packed with quizzes, scripts, checklists, and even a Negotiating Rating Sheet for continual self-assessment, the book trains readers in martial arts-based negotiation fundamentals
Book Synopsis Please Every Customer: Delivering Stellar Customer Service Across Cultures by : Robert W. Lucas
Download or read book Please Every Customer: Delivering Stellar Customer Service Across Cultures written by Robert W. Lucas and published by McGraw Hill Professional. This book was released on 2011-06-17 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deliver Valuable Service to a New World of Customers As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities, and other factors, the pressure is on to deliver exceptional customer service every step of the way. Help is here. Please Every Customer provides key information about how people of different cultures and groups communicate, view relationships, and value time—so you can provide the best service for each of your customer’s needs and expectations. Whatever the nationality, age, or gender of your customer, Please Every Customer gives you the tools to: Overcome differences in language Recognize and accommodate customer needs Make positive first impressions Avoid stereotypes Gain trust Listen “actively” Identify crucial nonverbal cues The age-old customer-service maxim “the customer is always right” isn’t enough anymore. Use Please Every Customer as your road map to navigate the new world of customer service.
Book Synopsis Multicultural Service Learning by : Marilynne Boyle-Baise
Download or read book Multicultural Service Learning written by Marilynne Boyle-Baise and published by Teachers College Press. This book was released on 2002-07-04 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stresses the relationship between service learning and multicultural education in the classroom, emphasizing the need for teachers to perform community service to gain new insight into teaching about diversity.
Book Synopsis Intercultural Service Encounters by : Piyush Sharma
Download or read book Intercultural Service Encounters written by Piyush Sharma and published by Springer. This book was released on 2018-06-19 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.
Book Synopsis Your Values, My Values by : Lilah Morton Pengra
Download or read book Your Values, My Values written by Lilah Morton Pengra and published by . This book was released on 2000 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lilah Pengra shares her experiences in designing services that reflect the values of the people receiving them. In a series of case studies the author shows how to develop culturally-sensitive support systems.'
Book Synopsis Cultural Intelligence by : David A. Livermore
Download or read book Cultural Intelligence written by David A. Livermore and published by Baker Academic. This book was released on 2009-02 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: An intercultural ministry expert demonstrates the necessity of Cultural Intelligence for effectively serving an increasingly diverse church and world.
Book Synopsis Cross-Cultural Selling For Dummies by : Michael Soon Lee
Download or read book Cross-Cultural Selling For Dummies written by Michael Soon Lee and published by John Wiley & Sons. This book was released on 2008-11-24 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to reach out to multicultural customers? Cross-Cultural Selling For Dummies is packed with everything you need to know to tap into multicultural markets, from establishing solid relationships to adapting your advertising to meeting the needs of your new clientele. You’ll acquire key cross-cultural skills and build a coordinated effort that engages all aspects of your business. This practical, easy-to-understand guide shows you how to measure the purchasing power of other cultures and change the way you market to them. You’ll learn how to do multicultural research, develop a marketing campaign with wide appeal, pick the right media, tune your materials to the market, and establish a presence in the community. You’ll find tips on identifying generational differences with in a culture, pronouncing names correctly, and determining customer motivation. Discover how to: Reach out to multicultural customers Develop strong relationships Adapt your sales presentations and techniques Clear language barriers Boost your street cred Present appealing financing options Create a foundation for long-term success Handle negotiations with skilled hagglers Recognize and overcome objections Adopt techniques to close the sale Create a strong referral base Avoid cultural conflicts Maintain a diverse sales team You can realize the incredible untapped potential of the multicultural market to send your sales soaring and your profits off the charts. Cross-Cultural Selling For Dummies shows you how!
