12/5/2019
12:30 PM - 4:30 PM Eastern

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Communication and Customer Service

This foundational workshop serves as a starting point for diversity and inclusion programming.  It explores the phenomena of unconscious bias and how professionals can minimize its effects on employee and customer/client relations. Participants will learn how their own unique identities shape their experiences and impact their day-to-day interactions with others. They will learn strategies for minimizing the effects of unconscious bias, which can manifest in the form of verbal, non-verbal, and environmental micro-messages.  

Participants will examine the role they play in communicating micro-messages both interpersonally and organizationally, and build skills that will aid them in addressing micro-inequities when they occur.  Participants will gain greater confidence in their ability to communicate value and have a positive impact through micro-affirmations, as well as other skills that will aid them in creating an inclusive space where everyone is respected, valued, and appreciated.

Learning Objectives:

• Develop awareness around the impact of our individual identities on our personal and professional experiences
• Explore the concepts of unconscious bias as it relates to single stories and bias at individual, interpersonal, and group levels
• Review best practices and strategies for disrupting bias at individual, interpersonal, and group levels

Presenters:

Caitlin Hawkins, Diversity Center of Northeast Ohio
As a community social worker, Caitlin is passionate about creative, authentic engagement in workplaces and communities. Her educational and professional experiences in community development and higher education lead her to the understanding that relationships matter, and that relationships with people who are different from ourselves provide opportunities for immense growth and collaboration, as long as we know how to harness those connections.  At The Diversity Center of Northeast Ohio, she works alongside businesses and organizations through every step of the consulting process and engages staff in customized workshops around the topics of Diversity, Equity, and Inclusion. Caitlin works with the express intention of facilitating the growth of inclusive and equitable workplaces.

 

Kaila “KJ” Johnson, Diversity Center of Northeast Ohio
At The Diversity Center of Northeast Ohio, KJ researches and designs diversity and inclusion programming for the Higher Education & Young Adults (HEYA) division of The Diversity Center. HEYA offers a variety of services and opportunities that emphasize young adult leadership development based in promoting multiculturalism, anti-racism, and accessibility in learning communities. Additionally, KJ organizes and facilitates diversity education programming for middle and high school conferences, summits, and retreats to equip students to be agents of change. KJ is dedicated to eliminating bias, racism, and bigotry through education, networking and establishing community partnerships between higher education institutions and the communities they reside in.

Twinsburg Public Library
10050 Ravenna Rd.
Twinsburg, OH 44087
UNITED STATES

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Melissa Lattanzi
(phone: 3306550531)

Who should attend:  All Staff

Competency:  Communication and Customer Service, Community Awareness

Cost:
GEO Cost:      $80
Bronze Cost:  $60
Silver Cost:    $40
Gold Cost:     FREE

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12/5/2019

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