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© 2012 by Robert W. Lucas Chapter 8: Customer Service in a diverse world
2 2 © 2012 by Robert W. Lucas Learning Outcomes 8-1 Recognize that diversity is not a bad thing.8-1 Recognize that diversity is not a bad thing. 8-2 Describe some of the characteristics that make people unique.8-2 Describe some of the characteristics that make people unique. 8-3 Embrace the need to treat customers as individuals.8-3 Embrace the need to treat customers as individuals.
3 3 © 2012 by Robert W. Lucas Learning Outcomes 8-4 Determine actions for dealing with various types of people.8-4 Determine actions for dealing with various types of people. 8-5 Identify a variety of factors that make people diverse and that help to better8-5 Identify a variety of factors that make people diverse and that help to better serve them.serve them. 8-6 Communicate effectively with a diverse customer population.8-6 Communicate effectively with a diverse customer population.
4 4 © 2012 by Robert W. Lucas What is diversity? What is diversity? Definition – –Diversity – –Cultural diversity – –Importance of diversity
5 5 © 2012 by Robert W. Lucas Customer Awareness Customer Awareness Your awareness of diversity Ramifications of misunderstandings
6 6 © 2012 by Robert W. Lucas Values Values Define Characteristics of values Examples of values – –Modesty – –Expectations of privacy – –Forms of address – –Respect for elders – –Importance of relationships
7 7 © 2012 by Robert W. Lucas Values Values Examples of values – –Gender roles – –Attitude toward conflict – –Concept of time – –Level of punctuality – –Ownership of property
8 8 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Language differences – –Only 20% of the population speaks English – –Tips for non-English speakers
9 9 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Customers with disabilities – –Hearing – –Vision
10 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Customers with disabilities – –Mobility
11 © 2012 by Robert W. Lucas Providing Quality Service Providing Quality Service Providing service to diverse groups – –Elderly customers – –Younger customers
12 © 2012 by Robert W. Lucas Communicating with Diversity Communicating with Diversity Tips for verbal communication Consider nonverbal communication – –i.e. pointing, facial expressions
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part Recognize that diversity is not a bad thing. 2.Describe some of the.
CHAPTER EIGHT Customer Service in a Diverse World.
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
© 2012 by Robert W. Lucas Chapter 4: Nonverbal Communication Skills.
The World of Customer Service, 2e Odgers 1 Chapter 2 Chapter 2 Serving a Diverse Population of Customers Objectives Describe diversity in the workplace.
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© 2012 by Robert W. Lucas Chapter 3: Verbal Communication Skills.
Principles of Patient Assessment in EMS By: Bob Elling, MPA, EMT-P & Kirsten Elling, BS, EMT-P.
Chapter Four Parents, Families, and Exceptionality.
International Business, 8th Edition Griffin & Pustay COPYRIGHT © 2015 PEARSON EDUCATION, INC. Chapter 4-1.
Effective Communication. What is Communication? Communication The sharing of a thought, an idea or a feeling.
Behavior Management: Positive Applications for Teachers, Sixth Edition © 2012, 2008, 2005 Pearson Education, Inc. All rights reserved. Chapter 3 Diversity.
© 2012 by Robert W. Lucas Chapter 5: Listening to the Customer.
Copyright © 2010 Pearson Education InternationalChapter Communicating in a World of Diversity.
McGraw-Hill Copyright © 2011 The McGraw-Hill Companies, Inc. All rights reserved. Peak Performance: Success In College And Beyond Chapter 12 Build Supportive.
© 2012 by Robert W. Lucas Chapter 6: Customer Service and Behavior.
Cultural Competency and Diversity Training. Child & Family Services is committed to: Recruiting a diverse staff that reflects the communities we serve;
© Copyright 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible.
2-1 Chapter 2: Preschool English Learners, Their Families and Their Communities ©2012 California Department of Education, Child Development Division with.
The Whole Child, 9e Joanne Hendrick & Patricia Weissman © 2010 Pearson Education, Inc. All Rights Reserved. 4-1 Chapter 4: Providing Cross-Cultural, Nonsexist.
Chapter 13 Coop II. JOURNAL ENTRY: What do you think is the most important workplace skill?
1 Inter-Act, 13 th Edition Chapter 3 Inter-Act, 13 th Edition Chapter 3 Intercultural Communication.
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© 2005 Prentice-Hall, Inc. 4-1 Chapter 4 Communication.
This work is licensed under a Creative Commons Attribution 3.0 Unported LicenseCreative Commons Attribution 3.0 Unported License (CC-BY). Project Management.
Chapter 3- Communicating Interculturally Intercultural communication: Send & receive messages among people from different cultures. Effectiveness: 1) Business.
© 2009 Delmar, Cengage Learning Communication & Cultural Diversity.
The Diverse Nature of Healthcare patients/clients.
1. What are your patient’s learning needs, abilities, preferences, and readiness to learn? 2 How would you determine if your patient has cultural and religious.
COMMUNICATION MODES MED. SCIENCE. II -H. VERBAL SPEAKING WORDS WRITTEN COMMUNICATION.
Advertising and Sales Promotion ©2013 Cengage Learning. All Rights Reserved. Chapter 14.
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Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Module 3: Overcoming Communication Barriers Section 1: Language Barriers to Communication.
Chapter 6 Building Healthy Relationships Lesson 1 Building Communication Skills >> Main Menu Next >> >> Chapter 6 Assessment Click for: Teacher’s notes.
Agenda Introduction Question Types of Diversity Tools Inventories Class Profiles Tips Creating a culturally comfortable classroom Things to be.
Bridging Cultures: Delivering Culturally Appropriate Care.
Chapter 4. Teachers’ Attitudes: Build relationships with all children Provide positive experiences base on caring relationships Model relationships.
Effective Communication. Verbal Non-verbal Spoken words Written communication Facial expressions Body language touch Communication: exchange of information,
Chapter 5 Relationships: The Teen Years Lesson 2 Practicing Communication Skills >> Main Menu Next >> >> Chapter 5 Assessment Click for: Teacher’s notes.
© 2012 by Robert W. Lucas Chapter 10: Encouraging Customer Loyalty.
What is Diversity? All differences that define each of us as unique individuals, such as: Culture Ethnicity Race Gender Nationality Age Religion.
Intercultural Communication. What is Communication? TTTTransmission and reception of meaning through the manipulation of symbols, language and context.
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2 Communicating in a Global Society “We all should know that diversity makes for a rich tapestry, and we must understand that all the threads of the tapestry.
1 Diversity Challenges: What Would You Do?. 2 Learning Objectives Define key terms: diversity, culture and cultural archives Identify their personal cultural.
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