2. Clueless What Ifs What If You Had… Customers Who Avoided You… Customers Who Wanted Your Service… Hidden Leaders… People Denied an Opportunity… Engineers Circulating Resumes… People Who Hid Thoughts/Interests… People Who Feared Being Authentic…

3. Clueless Consequences You Could Lose… New Ideas Employee Energy Employee commitment and loyalty Good Employees Talented Leaders Business and Profits

4. Some Dimensions of Diversity Educational background Race Languages and accents Sexual Orientation Class Religion Physical and Mental Ability Gender Headquarters vs. Field Support vs. Technical or Program

5. Objectives Participants Will Be Able To: Describe personal blind spots and changes Cite organizational blind spots Identify project team implications of cluelessness Speculate on new avenues for expanding customers.

6. Definition of Culture “The behaviors, ideas, attitudes, values, beliefs, customs, language, and ceremonies of a people or group that are transferred, communicated, or passed along.”

7. God Knows… 7

8. Activity In Pairs ? Using the Diversity Dimensions list: By “cultural group,” 1.Who are your customers? 2.Who are not your customers? 3.How do you think your organization might be perceived by racial, religious, etc. groups? Is it more amenable to certain income groups, education levels, people with no disabilities?

9. Impacts of Cluelessness on Employees Hidden Talent Promotion and Retention Authenticity

10. The Cost of Being Inauthentic ? What is the cost of the inability to be authentic? What are some of the bottom line impacts on your organization?

11. Clues to Cultural Competence Clue #4 Apply Cross-Cultural Patterns Clue #5 Use Group-Level Radar

12. Clue #4 Apply Cross-Cultural Patterns Two Patterns: Clueless Majorities Insiders and Outsiders

13. Clueless Majorities Crossing Over

14. Applying Clueless Majorities Cross Over Look at Who’s Growing Grow and Involve a Diverse Team

15. Applying the Insiders and Outsiders Pattern Identify Insiders/Outsiders by group Track (roles, responsibilities, participation, rewards) Be Alert to “Onlys” Scan your environment

16. Clue #5 Use Group-Level Radar Sometimes You’re A Group Sorting

17. Levels of Awareness

18. Sorting Performance Factors in a Multicultural Situation Individual Level Factors She is seen as “too emotional” for the job. Group and Organizational Level Factors Male manager evaluating her. No other female “top guns.” The restaurant’s owners are both men. “Male” dress for waiters: suspenders, ties, white button-down shirts. The restaurant positions itself as a saloon atmosphere — a “Cheers” with good food.

19. Activity: How Might My Organization Be Clueless? What Opportunities Might We Seize? Customers Blind spots…. to new markets/new service? Employees: Withhold Ideas/Opinions…to Open Climate? Hidden Talent/Pigeonhole... to New Leaders? Culture of conformity…to Diverse Views? Feeling Limited … to Growth Opportunities? Other “Clueless to Culture” Opportunities?