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Course Description

Are your communication skills keeping up with society’s evolving demographic? Your practice 
may depend on your ability to know your audience. Our multi-cultural society demands that we 
internally brainstorm before speaking, to meet the goal of transmitting information that is 
mutually beneficial for both you and your client. Gain an overview of the growing cultural 
variety in Philadelphia, and surrounding counties. Emphasis is placed on practical and theoretical 
skills that businesses need to serve these communities. The workshop illustrates ways in which 
businesses can encourage and develop culturally sensitive staff. Participants develop relevant 
ways to communicate effectively with diverse populations to deliver world-class customer 
service.

Course Outline

• Cultural Competency Self-Assessment
• Culture Defined
• Assumptions that drive cultural competency
• Components of Culturally Competent Customer Service
• The Importance of Cultural Competence 
• Strategies for Reduction of Cultural Competency Errors 
• Effective Communication 
• Understanding Cultural Influence 
• Influence of Specific Cultural Beliefs 
• Barriers to Cultural Competence: Stereotypes and Generalizations 
• Creating a Personal Action Plan to Improve Cultural Competence 

Learner Outcomes

Upon completion of this workshop participants will be familiar with how to:
• Define culture and cultural competence
• List characteristics of cultural competency
• Identify personal biases or prejudices that may affect interaction with culturally diverse 
groups
• Connect components of cultural competence communication
• Identify how cultural differences affect business
• Develop a strategy for Reduction of Cultural Competency Errors

Notes

Materials Required:
 Handouts provided by instructor. 

Prerequisites

None.
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Enroll Now - Select a section to enroll in
Section Title
Culturally Competent Customer Service
Type
Online
Days
Th
Time
9:00AM to 4:00PM
Dates
Oct 28, 2021
Schedule and Location
Contact Hours
6.0
Location
  • Distance
Delivery Options
Course Fee(s)
Tuition non-credit $249.00
Section Title
Culturally Competent Customer Service
Type
Lecture
Days
Th
Time
9:00AM to 4:00PM
Dates
Mar 03, 2022
Schedule and Location
Contact Hours
6.0
Location
  • Main
Delivery Options
Course Fee(s)
Tuition non-credit $249.00
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