Content

It's a Pleasure! 

Content

The programme is divided into three four-hour interactive workshops over a period of several weeks or months, adapted to participants’ availablity.

Each workshop adopts a particular theme relevant to successful intercultural communication and customer satisfaction.

Workshop 1. Recognise and respect:

• An introduction to culture: identifying and understanding your own cultural profile. 
• Recognising the different profiles you may encounter in your work, understanding how encounters with different cultural “types” can affect you and your work.
• Understanding the importance of individual cultural values and how they influence expectations and behaviour.

Workshop 2. Anticipate:

• Explore the notion of service across different cultures.
• Understand and recognise the dimensions that emphasise cultural difference:

the importance of harmony, individual’s relationship with time, management of emotions, the distinction between private knowledge and public knowledge, the amount of information required, the level of comfort with uncertainty etc….

• Learn how to anticipate a client’s expectations, without stereotyping, by picking up culturally and individually influenced signals.
• Through different case scenarios, explore the consequences of anticipating (or not) a customer’s expectations.
• One session of the workshop is devoted to sharing recent experiences, challenges and successes. Evaluating progress, exchanging best practices and exploring new ideas.

Workshop 3.  Act and React:

• An overview of the fundamentals of communication placed in both a service and intercultural context.
• Understand and recognise the explicit and implicit mechanisms of communication used in different cultures across the globe.
• Identify your own communication style and understand how your culture has influenced the way you naturally communicate. Learn how to adapt your style to satisfy the needs of your client.
• One session of the workshop is devoted to sharing recent experiences, challenges and successes, evaluating progress, exchanging best practices and exploring new ideas.