Date(s) - 09/11/2014
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.