The 3 Diversity Pitfalls That Many Managers And Service Providers Fall Victim Off When Providing A Service To People Of Different Cultures.
We’ve all heard the old maxim that good things come to those who wait, but when it comes to dealing with diversity and culture in the workplace that saying does not apply. Although being patient is certainly a good trait to have, it is not a trait you should use when effectively dealing with diversity and culture.
“Culture awareness is a must for any staff that services customers and any manager that has a diverse staff that they communicate with on a daily basis.” , explains Diversity Speaker Jamahl Keyes, author, speaker and trainer who has spoken for fortune 500 companies throughout North and South America. “It is imperative that your managers and staff are equipped with the 3 diversity strategies that will help them communicate more effectively.”
Here are the three diversity strategies that will help your managers and staff communicate more effetely:
- EIQ: Stands for emotional IQ. Sometimes as a manager and/or worker we can be bogged down by not only the day-to-day grind at work but also our home. We must understand this when it comes to our customers also. When sometimes confronted with an emotion we wasn’t expecting from a customer we may react in a bad EIQ (emotional IQ) manner such as anger, fear or helplessness. When reacting to a customer with the wrong EIQ (emotional IQ) it not only limits your effeteness assisting the customer it also stop customer interaction. Solution: Role-play with your management team giving them every scenario possible with every race, gender and culture possible. This will better prepare them by letting them better understand the importance of their EIQ (emotional IQ) and how important it is.
- Habits: The usual approach to interacting with the usual customer may not be effective to certain customers from certain background. Many managers and staff have a habit of performing in auto-pilot mindless behavior like zone. This can be a trap when dealing with certain cultures of people. What might seem routine in your industry as a service provider may be new to a customer. Solution: Make sure your managers and staff are fully aware of the cultures of people that may be interested in your service. By doing this they will sub-consciously be ready to relate to the customer.
- Judgment: Studies have shown many service workers and managers have a tendency to stereotype people of different cultures and background. Customers are turned away when they suspect that the service worker and/or manager has prejudged them in anyway. Your staff should be trained to embrace the uniqueness of every customers needs and treat every customer as an individual that will be happy to use your service and/or product.
“The more you talk to your managers and staff about these 3 diversity pitfalls that many service providers fall victim of, the more you will equip your staff with the necessary tools needed to be successful.” Says Diversity Speaker Jamahl Keyes.
Diversity Speaker Jamahl Keyes, has presented his Diversity Magic presentation for hundreds of School Systems, Colleges and Fortune 500 companies North and South America.
Diversity Speaker Jamahl Keyes uses comedy magic, story telling and case studies to teach easy to implement diversity techniques that literally work like magic.