Cultural
Awareness and
Community
Service
Mahesh Sharma
City Administrator
Raytown, Missouri
Learning Objectives
 Understand the meaning of culture.
 Why it is important to learn about culture?
 Be conscious of body language and facial
expressions.
 Preserve dignity and respect for customers.
 Understand the meaning of community service.
Why Is Culture Important?
 Influences many parts of people’s lives
 Helps for understanding
 Creates cross cultural acceptance
 Better understanding of our own
culture.
 How our culture is perceived by others?
Dangers!
• Stereotypes
• Prejudice
• Ethno-centric
perspectives
Where can you find culture?
EVERYWHERE!
Forces Shaping Individual Cultures
Industrialization
Education
Urbanization
Migration
Minority
Experience
Cross Culture/Profession
Colonization
Personal Culture
Values
World Views
Beliefs
Behaviors
Gender
Nationalism
Urbanization
Social Background
Language
Religion
Ethnic Background
Day to Day Life
Small differences but important
to the individual…like how do
take your tea?
Chinese
American Iced
Tea
English
Religions
Islam
Sikhism
Hinduism
Jainism
Buddhism
Christianity
Steps to Diversity Thinking
 Awareness of Self
 Awareness of Others
 Recognizing Cultural
Differences
 Appreciation of Differences
 Constructively Using the
Differences
Awareness of Self
Recognize your own diversity
What is your cultural heritage?
How do others react to your diversity?
When you were the customer, how did you want to be
treated?
 How were you treated?
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Awareness of Others
 Treat each as an individual.
 Be sensitive and flexible to their needs.
 Find out what they want and exceed their
expectations.
 Take extra time, be patient. It will be worth it.
 Finding out what a person expects helps bridge the
gap between how they do business in their culture
and how we do business in ours.
Sensitivity
 How do customers view you - do they trust you to
help them? Body language, facial expressions are
important.
 Preserve their dignity and respect.
 Always ensure that they save face and avoid
embarrassment.
Appreciation of Differences
 Be Flexible
 Show a customer that you are
interested in them.
 Do not assume you treat all people
the same.
 How you greet a customer is very
important.
 Always have a smile on your face
and through the telephone.
Speaking A Different Language
 Make them feel that you are
there to help
 Use name
 Using an Interpreter
 Notice the words and try to
mimic them.
 Asking Questions
Simplify
 Simplifying your language
is not easy.
 However, simplifying your
language will help.
Awareness
Remember to always be looking at the customer
for signs of confusion. If the conversation is
becoming a struggle, you can do the following:
 Tell the customer that “I am sorry that I
am having so much trouble with your
language, I have not had very much
experience with it. Mr. Johnson has much
more experience. May I have him join us
and he can speak in your language?”
Remember to ask for permission.
 Some customers take more time,
remember to be aware of their behavior
and to be flexible.
Non-Verbal Communication
Gestures
Body Movements
Posture
Eye Contact
Shake Hands
Bow
Walking and Sitting
Dress
Helpful Tips
 Avoid Stereotyping
 Improve Communications
 Understand group
interaction
 Manage Culture Clash
 Find Common Ground
Good Customer Service Tips
Smile
Listening
It’s okay to apologize
Saying “no” – the right way
How Can You Help Build Awareness
Understand your own culture.
Understand and accept logic of
other cultural frameworks
Use differences for unique and
creative problem-solving
opportunities.
Three tips to always be fine.
Community Service
Community Service Projects
 Tutoring
 Working at Soup Kitchens
 Fundraising
 Blood Drives
 Environmental Clean-up
 Coaching Sports
Importance of Community Service
Personal Identity
Spiritual Growth
Moral Development
Interpersonal Development
Ability to work well with others
Leadership and
Communication Skills
 Leads to Greater Acceptance of
Diversity
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