BCLA Diversity and Multicultural Services Committee

Inter – Cultural Communication

A Training Workshop Designed by the BCLA Diversity and

Multicultural Services Committee for library staff

Target Audience

   Libraries, organizations, and groups serving multicultural clients and those interested in targeting multicultural communities. 

Goals

  • To help libraries

adapt to the rapidly changing clientele in our libraries, especially those in areas of high immigration

   

Workshop Goals:

• To help library staff develop the skills and knowledge required for culturally sensitive customer service

Program Description

• Developing skills in effective communication for culturally sensitive customer service

Format

• Fun, informative, interactive• Group work, gentle role-playing• Energizers, mini-lectures• Quizzes• Problem solving

Topics

 • Communicatio

n strategies

Topics

• Culture• Cultural values

Topics

• Biases and racism

Topics

• Stereotypesvs.

• Cultural traits

Topics

• Developing culturally sensitive organizations

Customer Satisfaction

Quality Value

Service

Requirements

• 3 hours workshop • Optimum number of participants: 20 – 30 • Flip chart • Tables and chairs (5 per table)  

Costs

To have this workshop in your library, costs include: • 3 hours workshop• 2 trained staff • Package of materials

 Total cost approx. $500.00 plus travel expenses. 

Benefits

• The success of our organizations and our communities will increasingly depend on how well we serve our culturally diverse clients, who will likely play a major role in the shaping of our society and our country.

 Benefits

     • This program will help

your library take steps in the right direction.