Cultural Awareness and Community Service Mahesh Sharma City Administrator Raytown, Missouri

Learning Objectives Understand the meaning of culture. Why it is important to learn about culture? Be conscious of body language and facial expressions. Preserve dignity and respect for customers. Understand the meaning of community service.

Why Is Culture Important? Influences many parts of people’s lives Helps for understanding Creates cross cultural acceptance Better understanding of our own culture. How our culture is perceived by others?

Dangers! Stereotypes Prejudice Ethno-centric perspectives

Where can you find culture? EVERYWHERE!

Forces Shaping Individual Cultures Industrialization Education Colonization Nationalism Urbanization Social Background Ethnic Background Religion Language Gender Cross Culture/Profession Minority Experience Migration Personal Culture Values World Views Beliefs Behaviors

Day to Day Life Small differences but important to the individual…like how do take your tea? Chinese American Iced Tea English

Religions Islam Hinduism Buddhism Sikhism Jainism Christianity

Steps to Diversity Thinking Awareness of Self Awareness of Others Recognizing Cultural Differences Appreciation of Differences Constructively Using the Differences

Awareness of Self Recognize your own diversity What is your cultural heritage? How do others react to your diversity? When you were the customer, how did you want to be treated? How were you treated?

Awareness of Others Treat each as an individual. Be sensitive and flexible to their needs. Find out what they want and exceed their expectations. Take extra time, be patient. It will be worth it. Finding out what a person expects helps bridge the gap between how they do business in their culture and how we do business in ours.

Sensitivity How do customers view you - do they trust you to help them? Body language, facial expressions are important. Preserve their dignity and respect. Always ensure that they save face and avoid embarrassment.

Appreciation of Differences Be Flexible Show a customer that you are interested in them. Do not assume you treat all people the same. How you greet a customer is very important. Always have a smile on your face and through the telephone.

Speaking A Different Language Make them feel that you are there to help Use name Using an Interpreter Notice the words and try to mimic them. Asking Questions

Simplify Simplifying your language is not easy. However, simplifying your language will help.

Awareness Remember to always be looking at the customer for signs of confusion. If the conversation is becoming a struggle, you can do the following: Tell the customer that “I am sorry that I am having so much trouble with your language, I have not had very much experience with it. Mr. Johnson has much more experience. May I have him join us and he can speak in your language?” Remember to ask for permission. Some customers take more time, remember to be aware of their behavior and to be flexible.

Non-Verbal Communication Gestures Body Movements Posture Eye Contact Shake Hands Bow Walking and Sitting Dress

Helpful Tips Avoid Stereotyping Improve Communications Understand group interaction Manage Culture Clash Find Common Ground

Good Customer Service Tips Smile Listening It’s okay to apologize Saying “no” – the right way

How Can You Help Build Awareness Understand your own culture. Understand and accept logic of other cultural frameworks Use differences for unique and creative problem-solving opportunities. Three tips to always be fine.

Community Service Community Service Projects Tutoring Working at Soup Kitchens Fundraising Blood Drives Environmental Clean-up Coaching Sports

Importance of Community Service Personal Identity Spiritual Growth Moral Development Interpersonal Development Ability to work well with others Leadership and Communication Skills Leads to Greater Acceptance of Diversity