Embedded Files
Student success happens when students feel welcomed, recognized as individuals, and that they matter to the institution
Student success happens when students feel welcomed, recognized as individuals, and that they matter to the institution
How We Value Culture in our department
How We Value Culture in our department
Adapting our personal delivery style and business practices to meet individual customers/students needs through intercultural skills.
why are intercultural skills important?
why are intercultural skills important?
Good for Reputation
Able to Attract Customers/Students
Build Trust with Customers/Students
Able to Work on a Diverse Team
Able to Make Team Efficient
cultural traps
cultural traps
Cultural traps are emotions, habits, judgements, and our own ethnocentrism
Cultural traps are emotions, habits, judgements, and our own ethnocentrism
Denial mindset
Denial mindset
The inability to interpret cultural differences.
Example - "I never experience culture shock" or "All big cities are the same"
defensive mindset
defensive mindset
Identify cultural differences but with negative evaluation
Example - "When you go to other countries, it makes you realize how much better the United States is", or "Other cultures don't value life the way we do"
minimization mindset
minimization mindset
Identification and acceptance of superficial cultural differences
Example - "No matter what their culture, people are motivated by the same thing."
Cultural Translators
Cultural Translators
Recognize and resolve situations where cultural differences can be barriers
Recognize and resolve situations where cultural differences can be barriers
ASSESS
ASSESS
Assess their interactions, looking for the possible effects of cultural programming. "What culture factors may be operating here?"
Identify
Identify
Identifies options
previously not considered.
"How can I deliver outstanding customer service in this situation with this individual?"
Act + adapt
Act + adapt
Adapt their delivery style according to the cultural cues they have observed in the individual.
reflect
reflect
Reflect upon their ability to satisfy their customer; examine the effectiveness of their service delivery
reinforce
reinforce
Determines what they would do differently in the future and what they would like to continue to develop and build upon.
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