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

2. 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.

3. 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?

4. Dangers!
Stereotypes
Prejudice
Ethno-centric perspectives

5. Where can you find culture?
EVERYWHERE!

6. 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

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

9. Religions
Islam
Hinduism
Buddhism
Sikhism
Jainism
Christianity

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

11. 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?

12. 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.

13. 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.

14. 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.

15. 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

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

17. 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.

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

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

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

21. 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.

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

23. 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