1. “Empanadas” Closing Escrow with Hispanic & Filipino Customers Multicultural Marketing Division

2. Objectives Demographics overview. Demographics overview. Learn the role that culture plays for Hispanics and Filipinos. Learn the role that culture plays for Hispanics and Filipinos. Closing and title issues Closing and title issues Practical Tips Practical Tips

3. PopulationCalifornia PopulationCalifornia  US 299 million36 Million 299 million36 Million  Hispanic 44 million13 million 44 million13 million  Asian 13. 1 million4.7 million 13. 1 million4.7 million  Filipino 2.4 million1.1 million 2.4 million1.1 million Demographics

4. Demographics Population by Race and Asian Origin

5. Demographics Population by Race and Hispanic Origin National Origin of Diversity Mexican – oldest, newest, nearest, most dispersed, increasing diversity Mexican – oldest, newest, nearest, most dispersed, increasing diversity Puerto Rican – dual nationality, citizenship, urban concentration Puerto Rican – dual nationality, citizenship, urban concentration Central Americans – refugees, nationality pockets, proximity to Mexicans Central Americans – refugees, nationality pockets, proximity to Mexicans Cuban – multiple waves, generational shifts Cuban – multiple waves, generational shifts South American – Peruvians, Colombians, etc. South American – Peruvians, Colombians, etc. Others - New Mexico, Colorado, Texas, Arizona, Dominican enclaves Others - New Mexico, Colorado, Texas, Arizona, Dominican enclaves

6. Bay Area Population Source: US Census Bureau, 2000 Santa Clara County 87,806 Alameda County 81,324 San Mateo County 66,518 San Francisco County 45,793 Solano County 43,108 Contra Costa County 42,381 Filipino Santa Clara County403,401 Alameda County 273,910 San Mateo County 154,708 San Francisco County 109,504 Solano County 69,598 Contra Costa County 167,776 Hispanic Demographics 366,9301,178897

7. What is Culture? “… is a set of learned behaviors, beliefs, attitudes, values, and ideals that are shared by a particular society or population.”

8. Family -In Latin America, the definition of the family conveys more of a sense of inclusion. The “extended family” is considered more important and proximate. Uncles, aunts, cousins, godparents (padrino, madrina), compadres and comadres (best friends) all are invested with a sense of belonging and obligation to the core group. Family Oriented. Great emphasis is placed on strong family relationships. Extended family is considered just as important. It is common for parents to make a generous down payment or purchase a house for their children. It is also not uncommon to find women in charge of household finances. HispanicFilipino Culture

9. Hispanic and Filipino Beliefs about Purchasing a Home Hispanic and Filipino Beliefs about Purchasing a Home –Both cultures generally view home ownership as a good investment. –However, many Hispanics do not believe it is possible nor have any awareness of programs that can help them purchase a home. –Filipinos do believe as they currently are categorized mostly within the middle class and understand the process. Culture

10. Closing and title issues……

12. CLASS EXERCISE: NAME THAT CULTURE! Try to see if you can guess the correct Spanish-speaking country with the following cultural facts: As many as one hundred indigenous languages are still spoken in parts of this country. As many as one hundred indigenous languages are still spoken in parts of this country. Roast pork is the favorite meat and is eaten on special occasions in this country. Roast pork is the favorite meat and is eaten on special occasions in this country. The national instrument is the marimba. The national instrument is the marimba. This country’s average workweek is slightly more than 48 hours, one of the longest in the world. This country’s average workweek is slightly more than 48 hours, one of the longest in the world. This country’s capital has the largest number of Jews in Latin America. This country’s capital has the largest number of Jews in Latin America. Women will meet with greater acceptance in this country than in other Latin American countries. Women will meet with greater acceptance in this country than in other Latin American countries. In this country, people stand close and frequently touch one another on the arm while talking. In this country, people stand close and frequently touch one another on the arm while talking. After fútbol (soccer), bullfighting is the sport that draws the highest number of spectators in this country. After fútbol (soccer), bullfighting is the sport that draws the highest number of spectators in this country.

13. Appendix 2 - CLASS EXERCISE: NAME THAT CULTURE! Try to see if you can guess the correct Spanish-speaking country with the following cultural facts: As many as one hundred indigenous languages are still spoken in parts of this country. As many as one hundred indigenous languages are still spoken in parts of this country.Mexico Roast pork is the favorite meat and is eaten on special occasions in this country. Roast pork is the favorite meat and is eaten on special occasions in this country.Cuba The national instrument is the marimba. The national instrument is the marimba. Nicaragua Nicaragua This country’s average workweek is slightly more than 48 hours, one of the longest in the world. This country’s average workweek is slightly more than 48 hours, one of the longest in the world.Peru This country’s capital has the largest number of Jews in Latin America. This country’s capital has the largest number of Jews in Latin America. Argentina Argentina Women will meet with greater acceptance in this country than in other Latin American countries. Women will meet with greater acceptance in this country than in other Latin American countries. Costa Rica In this country, people stand close and frequently touch one another on the arm while talking. In this country, people stand close and frequently touch one another on the arm while talking.All After fútbol (soccer), bullfighting is the sport that draws the highest number of spectators in this country. Mexico After fútbol (soccer), bullfighting is the sport that draws the highest number of spectators in this country. Mexico

14. Practical Tips If they have not had previous negative experience or heard of others’ negative experiences, they will approach an unknown type of business relationship with a trusting attitude. If they have not had previous negative experience or heard of others’ negative experiences, they will approach an unknown type of business relationship with a trusting attitude. However, if that trust is violated, it is not easy to win it back (yet more forgiven than the General Asian culture) However, if that trust is violated, it is not easy to win it back (yet more forgiven than the General Asian culture)

15. Don’t… …assume that their English is not proficient …assume that their English is not proficient …be overly aggressive …be overly aggressive …ever refuse a social invitation or food …ever refuse a social invitation or food …embarrass or put on the spot …embarrass or put on the spot …raise your voice or point with your finger …raise your voice or point with your finger Practical Tips

16. Do… …radiate warmth and hospitality …radiate warmth and hospitality …be humble …be humble …value social relationships …value social relationships …talk about family and praise …talk about family and praise …learn about the culture …learn about the culture …exhibit sincerity …exhibit sincerity …be sensitive to modes of communication …be sensitive to modes of communication Practical Tips

17. Do… Establish Trust Establish Trust Check for Agreement Check for Agreement Be Supportive, Optimistic, and Honest Be Aware of Informal Expressions Be Aware of Informal Expressions Be Respectful Be Respectful Be Authentic. Be authentic in fostering a comfort level that builds an honest, straightforward and non-judgmental service experience. Be Authentic. Be authentic in fostering a comfort level that builds an honest, straightforward and non-judgmental service experience. Practical Tips

18. Q&A

19. Diversity definition At FNF, diversity is the power to identify and deliver value to all employees, customers and communities that we serve. We are committed to recognizing and embracing the influence of culture on every individual. Our philosophy is that “All Together We Make a Difference!”

20. Q & A Thank you, Gracias, Salamat