Overcoming Language Barriers Over the Phone – WEBINAR


Offered on September 11 & 21

Photo by Breakingpic on Pexels.com

NOTE:  The content of this webinar has been originally delivered to over 400 participants  sector-wide across Canada, within a  3-hour workshop time frame.   Approximate length is 1 hours and 30 minutes.

In this interactive,  practically-based webinar you will learn how to: · Tell if the caller has a genuine language barrier or merely a heavier accent. · Understand and decipher common distorted pronunciation and grammatical patterns with helpful tips and tricks. · Speak more clearly. · Read numbers and spell using an ESL alphabet. · Tell what tense the caller is speaking. · Guide the caller to obtaining vital information. · Calm distressed callers with three simple words. · Deal with common stressors including impolite and uncooperative callers. ·  Simplify industry terms using clear language .Past participants have included:  9-1-1 call takers,   receptionists, intake workers, crisis centre workers, program coordinators, salespeople and police officers.
This webinar includes an electronic job aid.

Learn more and register at https://www.diversityatworkcommunications.com/events/webinar-overcoming-language-barriers-on-the-phone

EVERYTHING YOU WANTED TO KNOW ABOUT DIVERSITY COMMITTEES – Webinar


Offered on September 16 and 28 , 2020

Whether you are currently a member or a diversity committee or plan to start one — you won’t want to miss this  signature webinar.
Evelina Silveira, your facilitator, has sat on 5 different diversity committees in her career.  She has analyzed what has worked and what didn’t so you can save time, money and have the best experience ever!
In this webinar you will learn:

  • The benefits of  a diversity committee.
  • How to name your committee.
  • The essential components for a productive and  harmonious diversity committee.
  • What to include in a Terms of Reference.
  • How to  select your members.
  • Troubleshooting common issues.
  • Ways to overcome typical challenges.
  • How to keep the momentum going.
  • About schemes for evaluating your committee.

A generous portion of time has also been allocated to answer participants’ specific workplace questions.  If your struggling or need some ideas — be sure to sign up.

 Learn more at September 8

https://www.diversityatworkcommunications.com/events/webinar-everything-you-wanted-to-know-about-diversity-committees

MANAGING YOUR ANGER AT WORK – Webinar


In a previous career, Evelina Silveira taught anger management skills to thousands of correctional clients and took what she learned to apply it to her practice with workplace bullies.  
If you are struggling with managing your anger at work; this webinar is for you. It offers practical suggestions and reflective exercises.
You owe it to yourself to improve your relationships and feel better physically and emotionally.
This is a guided anger management webinar. Participants will receive a workbook in advance and be asked to print it off and have it available for the exercises.
Topics covered:

  1. Your personal anger signs.
  2. Anger and Feelings
  3. Triggers
  4. Self-Talk
  5. Anger De-escalation Techniques
  6. Personal Responsibility 
  7. Next Steps 

DISCLAIMER:  This webinar will not deal with individual anger management issues. It is not a substitute for therapy or counselling.   
A workbook is included.

September 8 For details and to register : https://www.diversityatworkcommunications.com/events/webinar-anger-management-in-the-workplace-1-1

September 30 For details and to register:

https://www.diversityatworkcommunications.com/events/webinar-anger-management-in-the-workplace-1-1

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WEBINARS – September 2020


Excited to announce our line-up of practically-based webinars which are sure to help you create a more inclusive workplace for you and your customers.

See our calendar. Click on the link to get the full details. https://www.diversityatworkcommunications.com/webinars



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Webinar: Understanding and Responding to Intercultural Conflict


July 10 or 16, 2020

With global business communications and diverse workplaces increasing, intercultural conflicts and misunderstandings are bound to happen.
Ethnocentric approaches  mistakenly  assert that all conflicts are pretty much the sameiand should be handled similarly. But, this is ineffective and does not take into consideration the uniqueness of various cultures.
Intercultural conflicts are different. 


Hone your cultural competencies skills and  learn to look at intercultural conflict from a ethnorelative lens.
In this webinar you will:

  • Learn how differences in cultural perceptions can trigger discord.
  •  Theories of intercultural conflict.
  •  Figure out if a conflict is culturally-based.
  •  Gain strategies for dealing with intercultural conflict when it arises.
  •  Understand how different cultures approach and resolve conflicts.   
  • Ways of preventing or minimizing intercultural conflict in the future.
  • Obtain specific questions for mediating intercultural conflicts in the workplace.

This is a condensed version of a one-day workshop.  
If you want to improve the communication skills among your global teams, culturally diverse clients or staff, this is for you!

Learn more and register:

https://www.diversityatworkcommunications.com/webinars

Webinar: Anger Management


July 13 or 18 2020

Keeping your cool at work is not always easy. If you are having problems with controlling your anger at work, you could be missing out on promotional opportunities, productive relationships and could risk having a bullying or harassment complaint laid against you.

Don’t you owe it to yourself and your co-workers to learn some new ways of behaving that are actually good for you?

Learn more and register for the webinar on July 13 here:

https://www.diversityatworkcommunications.com/events/webinar-anger-management-in-the-workplace

Learn more and register for the webinar on July 18 here:

https://www.diversityatworkcommunications.com/events/webinar-anger-management-in-the-workplace-2

Be sure to sign up for our email marketing list at www.diversityatworkcommunications.com

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SERVING CUSTOMERS WITH LANGUAGE BARRIERS OVER THE PHONE


LIVE WEBINAR

June 10 and 12 2020

Here is a customer service training event you will not want to miss! Hone your cultural competency skills and create an excellent customer service experience every time.

NOTE:  The content of this webinar has been originally delivered to over 400 participants  sector-wide across Canada, within a  3-hour workshop time frame.   Approximate length is 1 hours and 30 minutes.

In this interactive,  practically-based webinar you will learn how to: 


· Tell if the caller has a genuine language barrier or merely a heavier accent. 
· Understand and decipher common distorted pronunciation and grammatical patterns with helpful tips and tricks. 
· Speak more clearly. 
· Read numbers and spell using an ESL alphabet. 
· Tell what tense the caller is speaking. 
· Guide the caller to obtaining vital information. 
· Calm distressed callers with three simple words. 
· Deal with common stressors including impolite and uncooperative callers. 
·  Simplify industry terms using clear language

Past participants have included:  9-1-1 call takers, receptionists, intake workers, crisis centre workers, program coordinators, salespeople and police officers.
Supplementary materials are available for purchase:
The 9-1-1  Call Taker Clear Language Guide  
Telephone Training Job Aids

NOTE:  Please be advised that each participant will require a unique password. Pricing is per participant. No sharing of codes is permitted. Participants who enter the webinar room without paying the registration  will be asked to leave.  Your co-operation is appreciated. This webinar is offered at half price. Thank you for supporting a small business during these challenging times.
If you have any questions, please contact   519-659-4777.  evelina@diversityatworkcommunications.com

Learn more and register at https://www.diversityatwork

communications.com/webinars

Contact Diversity at Work to arrange a convenient time for your organization to attend. 519-549-4777.

Tutoring with Cambly: A fun way to increase your cultural competency


Evelina Silveira

It happened one night when I was fully awake, lying in bed and thinking of a fun job I could do at home.  I wanted it to be something that would complement the work I do in my business.  Generally, when I decided to take on part-time or temporary work, I do it to enhance my skills and knowledge for my training business, Diversity at Work.

I “Googled”  teaching English online without an  ESL certificate and came across, Cambly.  I had looked at other sites before and read their reviews, but I was not interested in having a job that would take a lot of preparation or had a pre-determined schedule.  I needed flexibility to  work on my business.

I completed the quick application form and sent them a video. Within about 10 days I was working.

Cambly is an app which helps English as a Second Language Speakers to practice their conversation skills and learn grammar with tutors from around the world. They choose the number of minutes they want to speak each week and the tutor(s) they want to work with.

Most of the students are from Saudi Arabia, Brazil, Japan, China and Taiwan.  The app is picking up popularity and users from other countries are emerging now as well.  Because I specialize in business English with intermediate and advanced speakers, my students tend to be professionals.  When you complete your profile with Cambly you can specify your areas of interest.  Do you want to work with beginners? Advanced speakers?  Do you want to teach listening skills? Grammar? Students will read your profile and determine whether you are the right fight for them.  If you are, they will click on your profile when you are online and choose you for a lesson.

I was a little nervous on my first call as I had not really figured out the app that well, by this time.  I still remember the first call. It was a man sitting on a carpet wearing traditional Gulf-style clothing; the white long chemise and pants along with the red scarf draping his head.  He was sipping coffee that his servants had brought him.

Since then, I have had over 1000 chats. I have met professors, doctors, tons of IT professionals, teachers, students and retirees. Sometimes, students are calling me from their cars, they are walking, in the middle of a family gathering; or they might be drunk getting out of a bar on a Saturday night!  I laugh all of the time with my students. For nervous students, this helps them relax and they re-book with me because I make learning fun.

At first, I thought I would just do a few hours a week in the evening or on the weekend.  But, before I knew it, the time I had used to  devote to unwinding with surfing social media or watching re-runs of  Grey’s Anatomy was now being taken over by working for Cambly.  Why?  Because it is enjoyable and I have extremely intelligent students who I enjoy interacting. My thirst for learning about other cultures, engaging in political/social  discussions combined with my fascination with linguistics, made this the JOB FOR ME!

You see, most of the time it doesn’t feel like work at all.

Is Cambly for you?

· You need to be a native English speaker.

· You must like to talk and meet people.

· You need to be able to make conversation with people of all different language levels.  (They do offer you conversation starters, if you are stuck).

· You must be happy and smiling in all of your interactions with students. Remember, many students are nervous about speaking. They have learned grammar in school but have not had a chance to practice.  A smiling facing and gentle encouragement contributes to them opening up with you.

· A  computer with a high-speed internet connection, camera and microphone are essential.

· You must be punctual for the sessions you sign up. Repeated tardiness could mean you will be penalized for a few days unable to access more teaching opportunities.

. A neat appearance and clean background free from distractions.

· Remember, you are teaching students English.  If your speaking skills are on the sloppy side or your grammar is not the best, this might not be the best job for you.

What I have learned:

· How English is now spoken all across the world and is the dominant language of business.  EVERYONE is learning English.  I have had anyone from a doctor to a clerk at Dunkin’ Donuts use Cambly.

· Having English speaking skills is considered an global asset competing for jobs.

· Multinational companies have opened up EVERYWHERE and locals are often expected to learn English to speak with counterparts in other countries.

· How the quality of public education varies from country to country.  For example, in Saudi Arabia all education is free but the public education in Brazil is considered inferior.

· In the Gulf States, labour and trades are done mostly by migrants from Asia and Africa.  Wages are determined by nationality.  Working with your hands in these countries is considered work for people of lower status.

· Students have unreal expectations when it comes to Canada.

· Most people do not know much about Canada and what they are unaware of our recent political problems.

· Students who consider immigrating usually want to go to Germany, England, Australia, United States or Canada.

· How difficult it is to learn English because it doesn’t make a lot of sense.

· The role of a tutor/teacher is highly valued in other cultures.  Students will often refer to me as “Teacher” or “My Teacher”.  Their appreciation for the new grammar, vocabulary or sound I have helped them make is extremely rewarding.

· I have improved my listening skills.

· I have increased my knowledge of linguistic features of many languages.

· I can decipher the messages communicated by a speaker of any language

· About human rights in different countries; how some disenfranchised groups are struggling to be recognized while other countries care very little about them.

· How countries around the world are struggling with fake news, political corruption, censorship of the media and seemingly unaware of what is often happening in their own countries.

The downside:

· The pay is not the best.  If you are relying on it for main source of income, that will be challenging. You get paid by the number of minutes you speak.  If you are doing it for the same reasons I am, the pay is a bonus.  I would likely do this even if I wasn’t getting paid.

· Sometimes, the platform doesn’t work or there can be a lot of technical difficulties based on poor internet connections in other countries.

· The students taking the free trial can be impolite.  There may be a lot of hangups, or they might stare at you like you’re an oddity.  In three cases I have had to hang up and report students on a trial because they were exhibitionists or crude. But, this doesn’t happen too often.  Three vulgar calls in 1000 is not so bad.

· You may be penalized if you have to cancel the schedule you have signed up for if you do so with less than 12 hours notice.

All, in all, I think Cambly is a fabulous app for people wanting to practice their English conversation skills but also a fine casual or part-time job for those who want to work a few extra hours.

If you want to learn more about Cambly

You can tell them that I referred you and use my code:  https://www.cambly.com/en/tutors?referralCode=eva533

 

Surprising Things You Might Not Have Known About Workplace Bullies


bullysmallEvelina Silveira, President Diversity at Work

 

One day lying in bed, a light bulb went on for me. Workplace bullies often struggle with the same issues as people who abuse their partners: anger management and poor communication skills. Alas, I realized that I had found the solution based on my previous experience as a Group Counsellor for a male batterer program.

I have developed a program for workplace bullies based on what I have learned from teaching anger management and communication skills to court-mandated clients who had domestic abuse charges.

Over the last 3 years, the demands for this service have escalated due to increasing awareness as well as protective legislation. People often ask me, what are they like?

 

I work with a very specific client group. Almost always, the workplace bully meets with me after an investigation. The bully employee has expert knowledge in their field and is highly valuable to the organization, thus losing them would have adverse financial effects on the workplace. The cost of my training is a bargain in comparison to losing an irreplaceable employee.

Usually, my clients are hard-working and good at what they do. But there are some definite characteristics which have rung true in almost every situation.

 

They are loyal employees. Bullies care about their workplaces and get angry when others do not care about it the way they do. These are the individuals who will “do things by the book.” Their rigidity means they like order and get upset when others deviate from it.

 

They have low self-esteem. Their opinion of themselves gets elevated when they intimidate others, especially if the other person complies with their wishes. Otherwise, they tend to be unhappy in their own skin. Most will disclose their family of origin was strict or conversely their parents felt they “could do no wrong.”

 

They do not take criticism easily. Workplace bullies take criticism extremely hard –especially the ones I deal with who excel at their given jobs. They can become defensive and tune out what the other person is saying. With a tendency to be selective listeners, bullies may hyper-focus on the negative or exaggerate the criticism.

 

They have poor self-care. Many of my clients will talk about a dependency on alcohol or substances. Others will medicate themselves with food. Poor self-care often translates into them working lots of unpaid over-time or not taking vacation. Constantly obsessing about work, bullies are worried about how the company will operate without them when they are away.

If you know an employee who needs to learn better ways of managing their anger and develop positive interpersonal skills, please contact me at: 519-659-4777 or Evelina@yourdiversityatwork.com. Learn more about this program at https://www.diversityatworkcommunications.com/sensitivity. Sign up for our promotions. Sessions usually take place face-to-face, however, online training is available upon request.

Do You Watch ‘The Office’? My Workshop Gets At The Toughest Communication Grime! (‘Manager Michael Scott’ Needs To Attend!)


the office

 

I loved The Office. I still watch it in re-runs. It lets me laugh about situations I’ve seen again and again in actual workplaces. It’s not funny in real-life; but it’s hilarious in ‘pretend’!

IN REAL LIFE, I wasn’t laughing when I dealt with:

  • A manager wrongly accused of racism by an under-performer
  • An employee who unintentionally offended a client
  • An outreach worker who wanted to disclose community trends to alleviate a social problem but couldn’t without being falsely labelled herself

Why do these issues arise? Because ‘Awareness Training’ is not enough.

A healthy, safe, fearless workplace requires AUTHENTIC LEADERSHIP. If you are an AUTHENTIC LEADER – or want to become one – then this workshop is for you.

What is an authentic leader? You’re confident, self-aware, and free to be yourself both publicly and privately. You see employees getting mired in political correctness, and the workplace climate being poisoned. You want to do something about it!

COMMUNICATION SKILLS FOR DIVERSE WORKPLACES: My original, 6-HOUR, interactive workshop delivers tools that authentic leaders need to create and support openness and dialogue in the workplace.

In The Office ‘Dunder Mifflin Paper Products’ office and warehouse, people said the wrong things and lived in fear. They walked on eggshells. But they lacked the leadership to behave and communicate more successfully. In one episode, a diversity exercise became a circus of cultural stereotyping! It was funny because it resonates with everyone. Real-life offices face the same issues, but it’s never funny.

As a real-world manager, you experience:

  • Real conversation stifled because of fear of offense or ‘triggering’
  • An increase in bullying and harassment complaints/investigations

PARTICIPANTS IN MY MOST RECENT WORKSHOP (Kitchener-Waterloo YMCA) loved the workshop. In anonymous feedback, participants praised it:

 “I’m more inclined to engage in an uncomfortable dialogue than before this workshop.”

 “I received tools to work through difficult diversity dialogues.”

“Evelina created an atmosphere of openness and allowed uncomfortable conversations.”

“My favorite part was the variety of exercises and sessions.”

“This Communication Skills workshop was well-organized, on-time, and engaging.”

“I really appreciated the openness of Evelina!”

“This workshop was excellent: All the topics related to bias.”

“My favorite parts were the conversations and discussions.”

“I liked how the views and suggestions really support healthy dialogues.”

“I liked group discussions, thought-provoking conversations, and real-life examples.”

Workplaces today are quick to embrace diversity, but good intentions lead to conflict and toxicity. Sondra Thiederman calls this ‘Guerrilla Bias.’ In a workplace that picks up buzzwords, employees learn to identify as victims who are unable to cope with alternate views. No workplace can function and operate properly or effectively in this type of climate.

Authentic Leaders teach Authentic Communication

My workshop equips leaders with the skills necessary for authentic and challenging dialogues. Once in place, differences can be leveraged correctly. Differences become actual benefits, instead of becoming sticks to beat colleagues.

No manager wants their workplace evolving into a real-life version of The Office!

Risk-averse leaders cement a culture of silence. Silence leads to resentment and toxicity, which negates the potential benefits of a diverse workforce! In the wrong environment, diversity becomes a liability instead of an asset.

It doesn’t have to be this way. This is where I come in.

I understand. I hate workplace conflict. Increased calls to my anti-bullying service means workplaces are heating up because workers have stopped talking – they are afraid.

Do you blame them? I don’t.

More and more laws pop up telling us what we can and can’t say. A glance at the media shows how one wrong step, word, or tweet leads to a full-scale social-media attack and demonization.

Again: It doesn’t have to be this way. I can help.

If you want to be an authentic leader, I created my workshop for you and your organization. You’ll learn to be THE LEADER willing to take risks for the greater good of the organization, and to be a POSITIVE-COMMUNICATION MODEL for your team.

The Nitty-Gritty of COMMUNICATION SKILLS FOR DIVERSE WORKPLACES:

  • A highly interactive, 6-hour workshop of my researched, original content
  • Self-reflection exercises for participants
  • Teamwork in small and large groups

But this workshop isn’t for everyone. Why? Because I challenge my participants! You won’t always feel comfortable, but discomfort is where awareness and learning begin.

YOU’LL LEARN:

  • Types of bias, and how personal bias shows up in the workplace
  • Best responses to comments/behaviours you believe are offensive
  • Approaches for justifiable accusations of bias or problematic behaviour
  • How to listen and genuinely understand someone

You’ll emerge with tools and strategies to have AUTHENTIC DIALOGUES, which are the lifeblood of constructive workplace relationships.

 Want to learn more? Interested in creating a GENUINELY authentic, diverse, and inclusive workplace? If you feel you’re an authentic leader, or that you want to learn how to become one, then this workshop is for YOU.

 Contact me to deliver this important workshop to you and your group.

Contact Evelina for more details at: 519-659-4777 evelina@yourdiversityatwork.com

 

 

 

 

 

 

 

 

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