Not Your Typical Diversity Training: Moving Past Political Correctness to Cultural Intelligence – 2 Part Series

Date(s) - 09/11/2014
All Day



Part One

Part Two

Libraries are one of the best places to recognize the melting pot of American culture. Patrons not only represent multiple races and nationalities, but each person represents a number of other cultural influences as well. Consider the influences on each of these patrons:

  • The young adult patron who took public transportation to the library from her section 8 housing complex to use a computer for a school assignment.
  • The senior citizen patron who drove to the library from the suburbs to check out the latest book recommended on NPR.
  • The pre-school patron who walked down the street with his mom and is mostly interested in pulling colorful books off the shelves.

Most of us are generally open-minded about other cultures. We value other perspectives and other people. At the same time, interacting with people who are different than we are (in race, nationality, age, gender, socio-economic experience, etc.) can be difficult. We don’t understand each other, we’re afraid of saying something offensive or maybe they just get on our nerves.

This 2-part webinar series explains the importance of developing cultural intelligence as a way to address these cultural differences for both competent customer service and your own piece of mind.

Part 1 of this webinar looks at the importance of developing Cultural Intelligence. Part 2 explains the components of Cultural Intelligence in more detail and offer resources to increase your own Cultural Intelligence.

In Part 1, participants will learn:

  • A broad definition of culture that includes race, ethnicity, age, socio-economic experience, gender, etc.
  • How to identify their own cultural influences
  • How to approach cross-cultural interactions without having to give up their own unique perspectives
  • How developing cultural intelligence can increase the quality of your interactions with patrons
  • The 4 basic components of cultural intelligence

In Part 2, participants will learn:

  •  The four components of Cultural Intelligence: CQ Drive, CQ Knowledge, CQ Strategy, CQ Action.
  • Strategies and resources for developing each of the four components of Cultural Intelligence.
  • How to relate the four components of Cultural Intelligence to their daily interactions with patrons.

Originally broadcast April 18 and May 2, 2013

Ceila King ~ Biography

Celia King works with corporations and nonprofits to help make smart people, people smart. She has been teaching and coaching on cross-cultural interactions for over 13 years. She is the lead consultant at Arrants McSwain Leadership Development in North East Ohio.