BCLA Diversity and Multicultural Services Committee

1. BCLA Diversity and Multicultural Services Committee

2. Inter – Cultural Communication A Training Workshop Designed by the BCLA Diversity and Multicultural Services Committee for library staff

3. Libraries, organizations, and groups serving multicultural clients and those interested in targeting multicultural communities. Target Audience

4. Goals To help libraries adapt to the rapidly changing clientele in our libraries, especially those in areas of high immigration

5. Workshop Goals: To help library staff develop the skills and knowledge required for culturally sensitive customer service

6. Program Description Developing skills in effective communication for culturally sensitive customer service

7. Format Fun, informative, interactive Group work, gentle role-playing Energizers, mini-lectures Quizzes Problem solving

8. Topics Communication strategies

9. Topics • Culture • Cultural values

10. Topics • Biases and racism

11. Topics Stereotypes vs. Cultural traits

12. Topics Quality Value Customer Satisfaction Developing culturally sensitive organizations Service

13. Requirements 3 hours workshop Optimum number of participants: 20 – 30 Flip chart Tables and chairs (5 per table)

14. Costs To have this workshop in your library, costs include: 3 hours workshop 2 trained staff Package of materials Total cost approx. $500.00 plus travel expenses.

15. Benefits The success of our organizations and our communities will increasingly depend on how well we serve our culturally diverse clients, who will likely play a major role in the shaping of our society and our country.

16. This program will help your library take steps in the right direction. Benefits

17. Contact: BCLA Diversity and Multicultural Services Committee: Sheryl Adam, UBC co-chair Barb Buxton, PMPL co-chair Ravi Basi, SPL Ada Con, FVRL Gillian Guilmant-Smith VPL Wendy Jang, RPL Fereshteh Kashefi NVCL Miriam Moses, BPL