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

 

 

 

 

 

 

 

 

Serving Customers with Mental Illness with Dignity


Evelina Silveira, President, Diversity at Work

What is the first thought that comes to your minmental healthd when you hear the term “mental illness”? You probably think about a commercial which is promoting mental health or a person you may know who is struggling with an illness. Alternatively, we may be speaking about you. What we often forget is that people with mental illness come to our organizations and businesses looking for goods and services. For some, their disorder will not impede their interactions. However, for others, they may experience barriers which prevent them from initiating or completing a transaction with you.

These individuals whose symptoms are more visible may require a heightened level of sensitivity and patience as well as an out-of-the-box type of service. According to the Centre for Addictions and Mental Health in Canada (CAMH), mental illness is the leading cause of disability

 

The Life and Economic Impact of Major Mental Illnesses in Canada: 2011-2041. Prepared for the Mental Health Commission of Canada, they indicate 1 in 5 Canadians experiences a mental health or addiction problem. By the time Canadians reach 40 years of age, 1 in 2 is the number.

The alarming statistics indicate this is a large demographic –one that requires our attention to ensure we provide an excellent customer service experience, get their repeat business and generate customer loyalty.

Learn more about serving customers with mental illness is our issue of Your Diverse Customer Training Ezine.  The topics include:

  • What is mental illness?
  • Tips for conveying and receiving information.
  • Interview:  How to conduct how visits.
  • Template:  Customer assistance form. A tool for providing service for unpredictable customers.
  • De-escalation – Tips for avoiding potentially violent situations.
  • Application and Resources – Case Study, link to further videos and learning

Purchase your Pdf copy today!

Your Diverse Customer – Serving Customers with Mental Illness

$20.00

 

Millennial-Friendly Businesses Which Attract, Sustain and Grow Businesses


 

If you own a business or youfall 2018 -millennials - cover manage an agency, you will most definitely have Millennials serving your customers /clients. Traditional forms of training are ineffective. Written text is not the way to go! With the multitude of media these days, Millennials expect the training to be engaging, visually-pleasing, authentic and timely.

Remember, they are tech-savvy and lovers of visuals. They value authenticity and timeliness. Corporations like McDonald’s and Avon Canada are catering to this new group of entrepreneurs and workers. By providing online training and scheduling, most of the education process can actually take place in the comfort of the Millennial’s home.

Psychology Professor Christy Price from Dalton State University research concluded, there were 5 R’s to keep in mind.

  1. Research-based methods should be used along with collaboration and no lecturing.
  2. Relevant – information must be timely.
  3. Rationale – they need to know the reason behind the way things are done.
  4. Relaxed – They like laid back sessions with warm and empathetic trainers.
  5. Rapport – They prefer instructors who take a personal interest in them.

 

To learn more about how to serve, market and train millennials for an excellent customer service experience, purchase this issue of our new training magazine, Your Diverse Customer.

The topics in this issue include:

  • Why is the Millennial market so important?
  • What do Millennials expect when it comes from customer service?
  • Motivating Millennial Employees
  • 5 Different Kinds of Millennials
  • Resources
  • Website Checklist: Is Yours Millennial-Friendly

 

Your Diverse Customer – Millennial Issue

Pdf version of an eZine

$20.00

 

Great Customer Service Begins with Knowing How to Work with Language Barriers


coverEvelina Silveira, President, Diversity at Work

Customer service is about communication. A fruitful experience will result in both customer and agent satisfaction. Customer service training implies both the agent and the customer comprehend English, but that is not always the case.

According to Statistics Canada 2016, 2% of the Canadian population cannot speak English or French. The percentage is likely to soar, especially with recent news of mass migration and immigration proposed by the federal government.

Conditional on where you live, or the service you may provide, the percentage of people who lack English proficiency skills may be more substantial. Consider if you are a non-profit agency which delivers employment services to newcomers, or a store located in the heart of an ethnic community? All of these variations may result in a greater need for competencies in working with customer and clients who have language barriers.

While the encounter will be more challenging, it is not unmanageable. You can still provide courteous, attentive and results-oriented customer service. “Going-the-extra-mile” can contribute to customer loyalty; increased brand identification within a community; word-of-mouth advertising; but most of all, the satisfaction of providing them with what they want.

The various strategies and tips we will explore in this issue can be easily adapted to serving customers with learning and cognitive delays. Why? Patience, clear communication, and a willingness to “think-out-side-the-box” are requirements for reaching people with barriers.

In this issue of  Your Diverse Customer Training Ezine, you will learn how to communicate with people who have language barriers.

The contents of this issue include:

  • how to tell the difference between a strong accent and a language barrier
  • guide to reading letters and numbers over the telephone
  • common idioms to avoid
  • 8 Rules for Better Understanding
  • How to Make Your Communication Clearer
  • Case Study
  • Links to Training Resources

 

Purchase your Pdf version here:

Your Diverse Customer -Serving Customers With Language Barriers

$20.00

The Value of the Senior Citizen Market


Evelina Silveira, President, Diversity at Work

seniorscoverThe proportion of senior citizens (aged 65 and over) in Canada has been increasing over the past 40 years, and this group is becoming a larger segment of our population. According to Stats Canada, the proportion of seniors grew to 14% in 2010.

By 2036, seniors are expected to comprise 25% of our population.

It makes sense, then, that your organization or business should take an inventory to see how well-prepared you are to serve this growing population. You want to maximize your opportunities for sales; you want to provide effective and empathetic service; you need to meet legislative requirements regarding human rights and disabilities. It’s important to note that today’s seniors no longer fit bygone stereotypes. Boomer seniors won’t be cranky, sick, frail, and living in old-age homes as we once knew them. Current seniors are outliving previous generations by being health-conscious and active.

Stats Canada reports here, “The census counted 127,925 seniors (2.6% of the senior population) living in senior residences (72% women; 28% men). The majority (84%) housed in senior residences lived without a spouse/partner. For seniors aged 65-74 in senior residences, 81% were single men and 82% were single women.”

These stats reveal that only a very small percentage of seniors live by themselves, which is due to improved health, more support services, and adaptive devices. These factors contribute to seniors’ independence, improved quality of life, and more opportunities for engagement with others.

All of this information shows that we’re seeing a new profile of an evolving demographic. Today’s seniors don’t conform to our outdated ideas of a senior population. As a result, your business or organization needs to consider the way you and your staff view your senior clients and customers. You need to explore how you can improve the experience of seniors who frequent your organization or business.

This issue of Your Diverse Customer (our training ezine) will inform you and your staff on what you can do to improve the experience of seniors who count among your clients or customers.

Topics included:

  • Making your business or service “Senior-Centric”
  • The New Baby Boomer and How to Market to Them
  • Age-Friendly Business Checklist
  • Training resources – videos and links

Order a copy of our TRAINING Ezine today!

Our ezine offers you the tools to enhance your business operations by increasing your awareness of customer demographics; while learning how to provide excellent service with our training tips and resources.

Use the eZine for onboarding activities, departmental meetings as well as part of your customer service training.

Your Diverse Customer – Focus on Older Adults

A training eZine.

$20.00

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

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

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