Most diversity trainings fall short of achieving the client goals, and in fact can make the situation worse. People aren’t prejudiced against real people; they’re prejudiced against categories. Categories are dehumanizing. They simplify the complexity of a human being. Which is why focusing people on the categories only increases their prejudice.
Our solution? Instead of seeing people as categories, we need to see people as people. Stop training people to be more accepting of diversity. It’s too conceptual, and it doesn’t work. Instead, train them to do their work with a diverse set of individuals. Not categories of people. People.
We teach them how to have difficult conversations with a range of individuals. Teach them how to manage the variety of employees who report to them. Teach them how to develop the skills of their various employees.
And, while teaching them that, help them resist the urge to think about someone as a gay person, a white man, a black woman, or an Indian. Also help them to resist the urge to think about someone as “just like me” — that’s a mistake too.
Move beyond similarity and diversity to individuality. Help them see John, not as a gay white man, but as John. Yes, John may be gay and white and a man. But he’s so much more than that. Don’t reinforce his labels, which only serve to stereotype him. Reveal his singularity. Don’t ask: What are the dreams of a gay white man. Ask: What are John’s dreams? What are his passions?
Effective diversity training requires that we focus on relationship building, communication and self awareness.
The Millennial generation has changed the way that business is conducted.. HR practices and policies designed to attract, develop and retain this vast cohort must change to reflect this generation's work and life expectations.
Millennials are continuous learners. When considering training and development opportunities targeted to them, we have found success in leveraging their love of technology and flexible schedules. Our Millennial Development Program taps the strengths and unique opportunities this generation offers, transforming what was becoming an organization’s toughest challenge: How do we manage Millennials? into its greatest asset.
With the face of the workplace changing, so must the techniques used to train it. We understand that what has worked in the past does not necessarily work at present, and we have made adjustments accordingly. Our team reflects the generational diversity in today’s workforce, so when we provide training on how best to engage and inspire at all ages, we speak from experience.
Our rising tide of facilitators is focusing their efforts on the next generation heading our way, Gen Z, and developing content in collaboration with public and private schools. We are looking ahead and strategically planning our next move, and we would love to do the same for you.
Carver and Associates is a female, minority owned enterprise. We are a registered US Government vendor. We are registered through SAM. We can provide our DUNS number on request.
Too many organizations we work with have tried conventional customer service or patient satisfaction trainings with no results.
Sometimes its a lack of vision, You really don't know where you want to end up you just know that it should be better than where you are now. So you make front line employees attend training, You even put it on their supervisors calendars. But many of the supervisors do not buy into the program and their lack of enthusiasm leads them to skip the training. The people who do attend are sure that the wrong people are in the room.
The best usual outcome is that participants come away thinking: I know all that: it's common sense! And their behavior improves for a week or so before they lapse back into unawareness.
Customer service excellence is obtained through a SYSTEM that empowers and directs your people and processes to give excellent customer
experiences as standard.
The secret is not scripts for employees to read or strict rules on behavior but in making sure anyone who interfaces with a customer ( and that’s everyone) understands the ‘why’ of meeting and exceeding customer expectations. And then empower your staff to meet those needs.
Confident staff, who do not feel micro managed or scripted, interact with customers
on a relational basis, talking as real people, building trust and loyalty.