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Creating Inclusive Meetings and Special Events – LIVE WEBINAR


Diversity[2] (2)

Does your job involve coordinating programs, meetings and public events?

Would you like to learn how to increase your participation and engagement rates?

Are you interested in finding new ways to chair staff/departmental meetings with an eye for inclusion?

 

WHEN:  September 27, 2018  10:00 as EST

For more information, please visit  https://conta.cc/2oYQ10R

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LIVE WEBINAR: Serving Customers Who Have Language Barriers Over the Telephone


via LIVE WEBINAR: Serving Customers Who Have Language Barriers Over the Telephone

LIVE WEBINAR: Serving Customers Who Have Language Barriers Over the Telephone


via LIVE WEBINAR: Serving Customers Who Have Language Barriers Over the Telephone

Your Diverse Customer Training Magazine


Have you noticed that your customer base is changing?

Do you wonder if you are providing equitable service?

Would you like to enhance your customer service training and protocols but don’t know how?

Do you want to create loyalty and an excellent customer service experience every time?

We are pleased to announce the debut of our digital quarterly training magazine,

Your Diverse Customer.

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Take a peek inside.  Our magazine has a universal focus.  Whether you work in the private, public or non-profit sector there is something for everyone.  Best of all, we have chosen themes which will resonate with readers from across the globe.

Preview_ Your Diverse Customer (1) Here is a PDF version, please note scrolling is not shown here.

Or http://pub.lucidpress.com/yourdiversecustomer/

Your Diverse Customer Magazine is available in a printable format or online.

For more information, contact info@yourdiversityatwork.com

Your Diverse Customer Digital Magazine

4 Issues a Year

C$165.00

 

 

 

 

Meetings: A Tool Kit – New Immigrant Workplace Success Series


Evelina Silveira, President, Diversity at Work, London, Canada

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I am pleased to announce the release of my first tool in a series of resources to assist employers develop and retain new immigrant employees.  The  step=by-step exercises and processes will enhance your own coaching skills while empowering employees with vital information in a culturally relevant way.  I am sharing some of my coaching secrets and style which has resulted in many new immigrants enhancing their skills and employers retaining talent.

You can preview the toolkit below.  It is 31 pages in length and offers a 20-minute consultation with each purchase.  Buy it today and, begin having more productive meetings by developing your own and your employee’s  skills.  Feedback has been excellent!

Includes several handouts such as business idioms; checklist for inclusive meetings; coaching pre-assessments, low-risk no-stress ways to participate in meetings and more.

https://diversityatworkinlondon.files.wordpress.com/2018/01/meetingspage1.pdf

https://diversityatworkinlondon.files.wordpress.com/2018/01/secondpage.pdf

Meetings: A Toolkit Ebook

A 31-page toolkit which includes a 20 minute telephone consultation for each book sold.

C$225.00

Serving Customers with Mental Illness


Written by:  Evelina Silveira, President, Diversity at Work

Another stressful day at the bank! My aunt would recount the horrors of a teller suspiciously inspecting her up and down, giggling and chatting with her co-workers about what a bad person she was.  My aunt would then explain to me how the bank no longer liked her since she started making withdrawals from her account and she feared that they would no longer want to accept her as a customer.  Maria would retell the experience in the most convincing manner, explaining to me how the staff stared at her causing the customers who were in line to glare with curiosity and caution.  By the end of the conversation, I was so angered by how they treated my aunt; I decided to call the bank manager and report the teller.  I wanted to ensure that they would never treat her like this or anyone again —after all, she was a loyal and valued customer.

As the years went on, I realized the complaint phone calls that I made for my aunt about rude staff, might have resulted in a lot of decent employees getting reprimanded for actions they had never committed.

My aunt was diagnosed with schizo-affective disorder when she was in her 50’s, and then the lightbulb in my head went off.  Perhaps the incidents she disclosed were based on her fears of persecution and that they had never occurred?

lewy-body-dementia-2965713_640-e1515973823994.jpgYears later, I would hear her crying and shaking in fear about how her landlord wanted to evict her. I would try to reassure her that it would never happen.  Her apartment was clean, she was quiet, and she paid her rent on time –the ideal tenant.  However, each month, I would have to reassure her of this, but it did not always work.  She would go to the landlord’s office and directly ask them if they were planning to evict her. They must have eventually figured out that my aunt was not well, and thankfully and remarkably they were always polite to her.

When she got older and was no longer able to live on her own, she moved to a nursing home which she liked.  However, there again, she thought the administrators were going to kick her out on the street, and her room-mate was part of the conspiracy.

Her whole life was built on fear.  Fear of every sort.  Fear every day.

Sometimes, you will encounter people like Maria whether you are a public service employee or a customer service representative.  People suffering from hallucinations will likely be the most difficult to serve. You want to make sure you do not aggravate or trigger their fear.

Regardless of how challenging people with severe mental illnesses can be to serve, it is important to recognize they are also customers with buying power and deserve respect and equitable service. Not only is it the right thing to do, but it is also the law in Ontario.

Here are a few tips to keep in mind when serving customers with severe mental illnesses:

  1.  Although you may be in the position of power in your role, try not to emphasize your authority but instead act more as a helper, assisting them to find the product or service they need.
  2. Establish a rapport with them, by saying their name if you know it.  Give them a simple compliment.
  3. If someone is delusional, don’t try to correct his or her hallucinations.  Avoid taking on the role of the therapist.   You can try calling their name a few times to see if they can refocus on why they need your service.
  4. On occasion, a person with a severe mental illness may make threats.  Be aware they rarely carry them out.
  5. Avoid drawing any unnecessary attention to someone who is acting out or behaving differently.  It is disrespectful to do so and staring or making loud comments to them does not help.

For more information on how to provide courteous customer service to people with mental illnesses, subscribe to our upcoming digital magazine, Your Diverse Customer which will be coming out in Spring 2018.  Our first issue will be devoted to serving customers with mental illnesses.  It will feature interviews, tips and strategies, global trends, resources, case studies and more.

To learn more about Your Diverse Customer and purchasing details, please email me at info@yourdiversityatwork.com with “Your Diverse Customer” in the subject line.

 

9-1-1 Call Taker Simple Language Guide


Saving lives and providing equitable service to the public in crisis, just got easier!

Our 9-1-1 Police Call Taker Simple Language Guide was compiled with the help of three police services and research on call-taking protocols in the United States and Canada.  Learn how to probe about:

  • When
  • Where
  • Who
  • What
  • and Weapons

more simply. People who have low-English proficiency have an difficult time communicating when they are in crisis.  By using these phrases and words, call takers can save time and  obtain the information they need to dispatch an officer quickly.

For more information on pricing and bulk orders, contact info@yourdiversityatwork.com.

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Diversity: Can we laugh, please?


Source: Diversity: Can we laugh, please?

Diversity: Can we laugh, please?


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Evelina Silveira, President, Diversity at Work  http://www.yourdiversityatwork.com

If I believe my Twitter feed, I would say that the whole world is against people of my demographic. Diversity has become so serious, scary and divisive that we have forgotten how remarkably funny it can be if we do not think the world is out to offend us.

I want to share with you a few of my experiences because it is time we start seeing some of the humour of diversity misinterpretation and assumptions.

Several years ago, I received a call from a Caribbean man who was asking me if I would be interested in emceeing a black awards night.  I gladly accepted, impressed this was quite an open-minded group to invite me to facilitate the evening.  I wrote down the details, and just before I was about to hang up the phone, I had this strange hunch that came over me. Did I think maybe he did not want me – a white person?  I asked him directly: ” Michael, are you aware that I am not black?”  There was silence for a moment.  Then with an uncomfortable laugh, he responded “No.” I said, “I thought, so.” Does that make a difference now that you know that I am white?  After a momentary pause, he remarked: well, uh, yeah”. He was dumbfounded!  How was he going to tell me that he thought I was black and that is why he called me? Digging his heels, he told me that he thought I had a “black name” and that is why he called me.  I told him that I did not know what he was talking about:  a black name? Did I look black in my picture?  Trying to wheel himself out from the mess, he tried again and said:  “Well, I guess your name is Hispanic sounding!”  I told him: “Listen, I will make this easy for you.  You do not want me to emcee your event because I am white and by the way, I am not Hispanic –but close enough—Portuguese.  I wish you good luck trying to find someone!”

A former co-worker of mine who came out of the closet at work dealt with the homophobic men in the office in a unique way.  When he went into the men’s washroom, he would belt out the lyrics to “Dancing Queen”!

Acting as a cultural mentor for a Chinese new immigrant, I remarked about Canadian informality and pleaded with him to not call me Mrs. Silveira. I explained to him all of the instances when it is appropriate to use titles.  Running into him one day, I asked about his weekend. He said it was not so good and that he had to take his daughter to the hospital.  He noted how impressed he was with the care in a Canadian hospital.  With a mesmerized look on his face, he indicated he had put into action what I had taught him about informal salutations while he was in the hospital.  As he was leaving, he took a look at the doctor’s name tag which read:  “Sandy Brown.” In a great gesture of appreciation, exiting he said: “Thank you, Sandy.” To his dismay and surprise, she replied:  “Dr. Brown”!  I apologized to my dear friend for a significant omission – doctors and titles! Ouch!

All of these new genders are confusing me. I am not sure that I like the images that come to my mind like when I hear the word “gender fluid”. When I hear that expression, it makes me think that you have to go to the pharmacy to buy something to take care of it – maybe in the special paper products section in the store.  May I suggest “gender elasticity” or “gender flexibility” instead?

I have many stories about encounters in Asian food markets. Frequently, the employees that I come across don’t speak English, and therefore there is much room for misinterpretation.  Excited about embarking on a Vietnamese culinary adventure, I headed to the store looking for the best sauce to complement the spring rolls I was planning to make.  I saw a Chinese man who was stocking the shelves and asked him if he could recommend a good sauce for my spring rolls. I said I wanted him to show me the sauce he used. Clearly, he did not understand what I had said.  Before you knew it, we were standing in front of the Heinz ketchup.  I surmised that he likely thought this was the only kind of sauce white people use!

Whether it was one too many coffees or not enough sleep the night before, I had a twitch in my right eye during a workshop I was facilitating. It was distracting and it seemed like I could not control it. Moreover, for whatever reason, each time I looked in the direction of one of the female participants, my twitch became a wink.  Low and behold, after the training session, I went up to speak to some participants that were in her area. She immediately distanced herself and appeared uncomfortable.  The moral of the story: just because someone has a twitch does not mean he or she are flirting with you!

While running a Latin American seniors’ drop-in many years ago, the participants would cheerfully greet me with: ” Como estas, Evelina?”  (How are you, Evelina)  Reciprocally, I would reply “ Yo estoy buena, gracias.” I did this for months, thinking that I was saying:  “I am good, thank you.” A few of the older women would consistently give me strange grimaces.  One day we had two new participants from Colombia attend who decided to test me again and ask me how I was.  I gave them the same response, only this time they started laughing!   I realized that the “good” wholesome feeling I was trying to express, had, in fact, some other less innocent connotation!

After finishing my presentation about living with ADHD, I had a blind man come up to me and say:  “Wow!  I really feel sorry for you, it must be difficult bouncing off the walls all the time!”  I laughed and corrected him that I don’t bounce off walls too often but appreciated his empathy–even though I felt he was the one with the challenges!

It is time to bring the joy and laughter that diversity can bring! Feel free to share your funny incidents below.

 

How I Increased My Portuguese Fluency by Watching a Soap Opera


Source: How I Increased My Portuguese Fluency by Watching a Soap Opera

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