CULTURAL COMPETENCY TRAINING

A natural outgrowth of ETC's transcultural research is our cultural competency training department. This department provides consultation and training on evaluating and improving awareness of and interaction between sales, service/support staff, and various ethnic groups.

We tailor cultural competency training seminars to the particular needs of each client. These seminars combine didactic information and behavioral exercises.

Cultural diversity training typically covers such topics as:

• Skills for diversity competency
• Confronting and mastering change
• Cultural stumbling blocks
• Stereotypes vs. valid generalizations
• Skills for Culturally Competent team members
• Multicultural team management
• Impact of cross-cultural norms
• Increasing effectiveness
• Personal styles
• Personal assessment
• Interviewing

Sample Cultural Competency Training:

Cultural competency training and interviewer training for large U.S. bank.

Cultural competency coaching and training for the Southern California division of a major auto rental agency. The process began with a focus group among the agency's facility managers. From this group and subsequent needs analysis, an intensive three day cultural competency training program was implemented. This training increased staff abilities to deal with non-English-speaking customers from diverse ethnic groups.

Focus groups were conducted among African American, Latinos, Vietnamese, Filipinos, teens, mall employees and community leaders for one of the largest malls in California. This resulted in mall redesign, on-going employee cultural competency training and a corresponding decrease in the incidence of negative intercultural situations.

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