Canadian organizations are taking on an increasingly global dimension through international business partnerships, development projects, exchanges, study tours, joint research programs and international training.
In this context, an organization's competitive advantage is enhanced by the presence, within the organization, of individual and corporate practices that promote positive interactions between staff and their international clientele and/or partners.
Employees who play supporting, administrative, logistic or other roles, and who maintain relations with clients and partners of various cultural backgrounds must also develop key skills so they can provide high quality and appropriate services.
Through case studies and problem-solving scenarios based on the transactions carried out within the scope of their work, participants will learn to better understand the impact that culture has on behaviour, and discover opposing cultural tendencies and challenges, theirs and those of their international counterparts. During the training, participants develop strategies that will help them bridge sensitive situations and improve communications with international clientele from every background.
Upon completion of the course, participants will have created a list of best practices and strategies that they can use to establish an action plan for implementation.
The Centre for Intercultural Learning could, upon request, provide a follow-up workshop on the implementation of strategies that were identified during the training.
The goal of this training is to highlight the competencies needed to be an interculturally effective person and help participants improve their knowledge and strengthen their intercultural abilities. Participants will learn how to:
- define culture and describe how it affects values, standards and behaviours;
- use a tool that will allow them to recognize the influence of major cultural tendencies on life and work in their professional context;
- use a decoding technique to understand the cultural logic of opposing situations and parties, and create an outreach strategy;
- recognize the cultural filters and customs that influence communication with international partners; and
- develop strategies for more effective personal and organization-wide intercultural practices.
The Centre can adapt its training content to better meet an organization's needs. In addition, a workshop on learning and teaching approaches in an intercultural context, and a workshop on international customer service might be of interest to organizations for which training and customer service are important.
Who should attend
All employees and stakeholders in an organization who interact with international partners, clients or students. Appropriate for managers, administrators, professionals, administrative and service staff.
Availability and duration
This course is available on demand and the duration is 1.5 or 2 days.
This course can be offered on the client's premises.
“The entire session was educational, offered great insight and practical information and tools that can be applied to my work. Excellent!”
“I liked the facilitator, who is dynamic and who has a lot of intercultural experience, as well as the diverse learning methods employed in the course (games, visual presentations).”
“The course materials and binder are very well put together and a pleasure to use (visually appealing).”
“Thank you very much for the excellent training you provided. It was a real pleasure to work with your team, who are professional and precise in their quest for excellence.”