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Diversity and Cross-Cultural Training Programs Alfaro Enterprises

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irst Impression Managementirst Impression Managementirst Impression Managementirst Impression Management is a team of professionals committed to helping organizations translate their business strategies into business results by developing the professional skills of

their employees. FIM provides innovative diversity training and diversity consulting solutions.

Our diversity training tools and diversity training support products can help you build a culture where

differences are understood, diversity is appreciated, and all employees and customers are treated with

dignity and respect.

FIM has proudly worked with organizations to build the balance that harmonizes corporate cultures and

fosters leadership. We want to help you achieve the balance you need to improve performance. We

offer a wide array of services and are leaders in the field of diversity and training. See how leveraging

diversity improves employee productivity, retention and customer service to increase sales and foster

more resilient, competitive organizations.

Once a company has determined they are on a diversity "journey," and are ready to begin a diversity

training program, it is essential that all employees know what is expected of them and how they will be

held accountable for their behaviors. Our clients achieve significant, measurable and sustained improvements by changing the competencies

of their employees to increase their competitiveness in today’s global economy. We help you align

employee performance with organizational strategy.

In today’s global economy one basic misunderstanding can delay work for months or perhaps even

destroy a business relationship. American industry can no longer afford to think that everyone’s culture

is similar to our own. Business success has always been built on understanding and nurturing strong

relationships. Today, effective intercultural communication, understanding and respect is a “must have”

for continued business success. Understanding the values, attitudes and behaviors of people from

around the world is key to knowing how to do business with them. Otherwise, working with colleagues

or clients from different cultures will be a minefield.

At First Impression Management, we offer the benefits of customized quality training programs that are

thoroughly researched and delivered to you at your location and at a convenient time for you and your

employees. Our training promotes clearer communication, breaks down barriers, builds trust,

strengthens relationships, opens horizons and yields tangible results in terms of business success; a

real return on your investment. The end result is training that is strictly tailored to meet your

requirements.

Providing diversity training to employees and managers is a critical component of any diversity

initiative. It helps organizations to:

Build a culture that is empowered by differences Develop effective multicultural teams Recruit and retain a diverse workforce Resolve conflict between employers and employees Reduce employee turnover

F F F F Who We Are

Why Diversity and Cross-Cultural Training?



Promote employee productivity Demonstrate compliance with emerging federal guidelines

Our presentation style is a mixture of lecture, visual aids (PowerPoint), motivational videos, music,

discussions with participants and hands-on activities. The PowerPoint is only a supplemental tool used

to illustrate points. The presenter interacts with the audience through activities and exercises,

providing opportunity for group discussions where appropriate and we provide time for questions and

responses. Handouts are provided as aids for note taking and to give participants concrete examples to

take home from the training. The presenter is a member of the National Speakers Association

experienced at capturing the attention of the attendees.

Our Presentation Style



The increasingly diverse and global workplace is changing the makeup of

both the labor pool and customer base. Employees require new awareness

and skills to evaluate their own actions, work in teams, and contribute to an

environment that leverages diversity to enhance business results.

This workshop provides employees with a solid understanding of diversity

and inclusion, helps develop their skills and enhances their ability to be a

productive member of an inclusive and diverse environment. It engages and

challenges participants through brief lectures, questionnaires, customized

case studies, interactive team skill-building exercises and role-play.

Key Objectives – Participants will:

Define diversity and inclusion and its broad range of elements and how it is different from EEO Laws and Affirmative Action

Recognize diversity and inclusion as a bottom-line item, aligned with profitability, corporate goals and values

Learn skills to improve the quality of their interactions with diverse co-workers and customers, and participate more effectively in diverse and

global teams

This program is for employees at all levels and combines awareness and

skills in a high-impact program that creates a common understanding of

the organization’s business case for an inclusive environment. Participants

examine how their personal attitudes can affect their behaviors at work and

learn ways to set them aside in order to be agents of change within their

organization. If you are just starting your diversity initiative, this is the

program for you.

Expand appreciation of differences Identify potential areas of conflict Transform knowledge into acceptance and empathy What is diversity? Analyze where we learned our biases The impact of stereotypes and words Serving customers from other cultures Recognize the reality of individual uniqueness Expanding appreciation of differences Identify potential areas of conflict and gain insights to achieve positive resolution

Please contact us for more in-depth information about each program.

Appreciating Diversity in the Workplace



One out of every six violent crimes occurs in the workplace. And while

workplace homicides grab the headlines... (homicide is the second leading

cause of death on the job and the number one killer of women in the

workplace)... other forms of workplace violence happen much more

frequently. No organization, regardless of size or type of business, is

immune to workplace violence.

This training program shows employees how to recognize the warning signs

of possible violent behavior, as well as how to avoid or defuse potentially

dangerous situations. Topics covered include:

What is workplace violence Explain the range of inappropriate behavior Who is vulnerable? Underlying causes of workplace violence The warning signs Aggressive behavior Threats and verbal abuse Sexual harassment Physical assault Armed assailants Fostering a positive workplace environment What can an employee do after an incident of violence What protection does OSHA offer?

Based on the amount of time allowed for this program, we can include the

"Workplace Violence" safety game that shows employees how to recognize

the warning signs of possible violent behavior, as well as how to avoid or

defuse potentially dangerous situations.

The Safety Game is a Jeopardy-style, computer-based training game that

involves all employees in the training process. Employees are divided into

teams that compete to obtain the best game score. The trainer acts as the

game show “Host”, controlling the game board through the computer (the

computer image is projected on a wall or screen in the classroom or hooked

up to a large monitor that all employees can see).


Avoiding Workplace Violence



This one-day seminar is designed for diverse employees to acquire the

interpersonal skills necessary to work effectively with co-workers who are

different by race, sex, ethnicity, and culture. Cultural differences not only

include the full array of thinking, learning, and working styles, but also an

individual's personal value system. This seminar focuses on cross-cultural

relationships, communication, conflict resolution, and coaching. It involves

extensive group and paired exercises in order to practice these skills and

receive feedback for improvement.

The overall objectives of the program are to:

1. Significantly enhance the quality of diverse professional relationships through valuing and respecting differences.

2. Acquire the skills necessary to communicate effectively where significant personal and cultural differences exist.

3. Learn to coach others where cross-cultural relationships or communication difficulties exist.

A major objective of this training is to demonstrate that interpersonal

relationships and communication are inseparable. Mastering these skills is

the essential requirement for self-directed, cross-functional, and global

teams. The power of this one-day experience is that it provides the

opportunity for fundamental change to occur during the seminar, which can

be immediately applied to workplace situations involving diversity.

This learning program is exceptionally hands-on, interactive, and focused

on real-world business and organizational scenarios. It is designed to

engage individual, paired, and team participation that directly relates to

situations participants experience on a day-to-day basis. The program can

be presented, with modification, in half-day or a full day program.


Diversity Sensitivity & Cross -Cultural Skills



In this diversity training program, managers and team leaders explore their

own attitudes toward differences and recognize how their attitudes result in

behaviors that may set some employees up to succeed and others to fail.

Participants learn and practice skills to increase their ability to conduct

conversations that will leverage employee strengths and engage all

employees. Participants completing this full-day diversity training program

will be able to:

Recognize the impact that diversity competency has on a manager's ability to do the job well.

Understand how a manager's personal attitudes toward differences may result in setting up employees for either success or failure.

Practice conducting two-way dialogues that make a difference in the success of individuals and achieving goals.

Support and maintain an inclusive environment where all employees feel valued for their skills, talents, and abilities and are working to their

full potential.

Connect the behaviors of inclusion with employee performance and productivity.

The impact of diversity on business performance What do we mean by diversity? Barriers to diversity Self-awareness assessment (find out the state of the organization) Managing diversity profile (examine your current level of skill for managing diversity)

Understanding and communicating with people from diverse backgrounds and cultures

Leadership at every level Creating a supportive environment Conflict management Diversity and team building Management action plan


Managing Diversity: Unleash the Power of Your Workforce



This training offers students the information they need to enhance their

understanding of different cultures; it is customized to the particular region of the

world needed.

Their first impression Their history Geography Culture Language Holidays Body language differences Compliments to avoid Dressing customs Gift giving

Signs of hospitality Business etiquette Proper forms of address Business cards Conversational do’s and don’ts Women in business Time management Dining etiquette rules Health practices Superstitions and taboos

It isn’t easy to understand other cultures; yet we share this planet with nearly 6

billion people who speak 6,000 different languages. In the United States, most of

us can travel thousands of miles in several directions without significant cultural

or linguistic differences. So how do we start in this business of intercultural

communication? This training is country specific (Asia, Latin American or

European countries):

Culture Body language differences Verbal expressions Misinterpreted words Establishing rapport Building trust Listening actively Identifying cross-cultural communication barriers Conversation do’s and don’ts Business Practices Entertaining for business success Tip list (Nationality by Nationality)


Cross-Cultural Training

The Language of International Business



This training specifically explores how an American or Canadian

business woman survives in the strange and often hostile arena of

international business, what are the differences and difficulties you’ll

encounter. This training is country specific, country by country:

Test your culture-gender awareness Eleven rules for crossing cultures Know your product - Know the Culture

• Tips for Surviving and Succeeding • Guidelines for being on time around the world • Making appointments

Business Card Culture

• Language – phrases to avoid • Male/female relationships • Yes and No questions • Hierarchy

Body language differences • Gestures to avoid • Physical contact and proximity • Significance of eye contact and smiling

Signs of hospitality Business etiquette

• Proper greeting (bow or shake hands) • Addressing others • Making appointments • Conversational do’s and don’ts • What you should know before negotiating • Gender work relationships

Entertaining for business success Dressing customs - not to offend including which colors to avoid


International Taboos to Avoid for Women in Business



Starting with a clear definition of harassment according to the law and your

company's policies and procedures, participants learn what the company expects

of them and their responsibilities regarding harassment. They develop skills to

proactively prevent and discourage harassment and to effectively deal with

complaints of harassment when they occur.

What is the legal definition of sexual harassment? Cost of sexual harassment to everyone involved Your employer’s policy on sexual harassment Examples of sexual harassment Preventing sexual harassment What are the inappropriate behaviors that can get you in legal trouble?

o Is it ever okay to hug someone at work? o Is it ever okay to kiss your friends at work? o What is appropriate touching? o Are compliments ever appropriate? o How appropriate is it to use e-mails to send jokes? o How much joking around is acceptable? o Is it illegal for employees to date?

Reporting sexual harassment Liability for actions of supervisors Questions and answers about sexual harassment Summary and quiz on sexual harassment Signature on document stating understand of employer’s policy

What is the legal definition of sexual harassment? How do you send the right message to your employees? How do you recognize potential sexual harassment situations? What are the legal consequences of allowing sexual harassment behavior to occur?

What is your role and responsibilities in creating a work environment that is free of sexual harassment?

How do you properly talk to the alleged recipient? What is the proper way to respond to the concerns of the alleged recipient?

What are the mistakes you want to avoid when dealing with allegations of sexual harassment?

What is the correct way to report and investigate all sexual harassment complaints?

How do you intervene when you observe subtle sexual harassment?

Sexual Harassment: A Common Sense Approach for Employees

Sexual Harassment: From a Manager’s Perspective



Aflac Abbott Laboratories Alabama Dept of Rehabilitation Services

AmericasMart-Atlanta Anheuser-Busch Argy, Wiltse & Robinson, P.C. Assurant Solutions Astralloy Steel Products AT&T, Dallas, TX Biltmore Hotel, Coral Gables, FL Beckman Coulter Blue Cross Blue Shield of CA BOMA International Cendant Cenveo CNA Insurance Centers for Disease Control and Prevention (CDC)

City of New York Design & Construction

Conroe, TX ISD Deloitte & Touche DeVry University Diaz Foods Edison Mission Emory University Fidelity Investment Fireman’s Fund Insurance Florida Hospital Florida Legislature Florida Office of State Legislature Food for Thought-Chicago Ft. Lauderdale Chamber of Commerce Haworth Inc. Health Care Convention & Exhibitors Association

Heery International Hillwood, Dallas, TX Hispanic Realtors, Houston, TX Hyatt Hotels Infor Global Solutions International Law Group Jewel Osco Johnson & Johnson Johnson Lambert & Company Kennesaw State University LAN Associates Lighthouse Mortgage

Lockheed Martin Lackland Air Force Base Marriott Waterside Hotel (Tampa, FL) Mayor Motivational McGraw-Hill Mexican American Chamber of Commerce

Millennium Engineering & Integration Company

Mississippi Power Company Motorola National Association of Hispanic Realtors Houston Chapter

Native American Alaska Native Coalition of FAA

NCH Corporaton New Century Title Norfolk Southern Oracle PCV/Murcur Real Estate Perennils Strategy Group Projection Presentation Technology Protective Life Insurance RW Armstrong Relational LLC SBC Texas Social Security Office Solvay Pharmaceuticals Standard Parking Stetson University Law School Summit Financial Resources Supervalu TAP Pharmaceutical The Biltmore Hotel The Clinic (Virginia) The City of Tallahassee, FL UBS Uline Umicore UPS US Attorney’s Office NYC US Wildlife, Texas Veris Consulting Verizon Wireless Vesta Strategies Washington State Governor’s Office Wellpoint Western University WJ Deutsch & Sons

Years of Experience with the Following Clients



Mercedes Alfaro is an author, speaker, coach and seminar leader

who speaks on topics including business and international etiquette,

business communication, women leadership issues and diversity

sensitivity. Through her writings, speaking and national network, she

has brought her message to countless organizations including, Abbott

Laboratories, AT&T, UPS, and Johnson & Johnson. She is the author of

most recently, “Business Dining Etiquette: Where Social and Professional Skills Meet.”

Mercedes Alfaro is President and Founder of First Impression

Management, Inc. She spent two decades working for IBM

(including management, project management, customer service and

training) prior to becoming an author and speaker. She also traveled

internationally representing IBM in European and Latin American

countries.

In addition to earning a B.S. degree from the University of Delaware and graduating with Honors, Ms.

Alfaro is a certified Corporate Etiquette and International Protocol Consultant. Ms. Alfaro is also trained

in verbal and non-verbal communication, including Neuro-Linguistic Programming (NLP).

Ms. Alfaro injects her training with real-life applications that have consistently earned her excellent

feedback and increasing success with her clients. Ms. Alfaro is a member of the National Speakers

Association, has published articles in numerous business publications (to read:

www.firstimpressionmanagement.com/Press_page.html ) and has appeared as an expert etiquette

advisor on various television networks including: ABC, CBS, UPN, FOX and prime TV SHOWTIME. Ms.

Alfaro has also been quoted as an expert in business etiquette in articles published by the following

national newspapers: The New York Times, the Chicago Tribune, the Los Angeles Daily News, the

Atlanta Journal-Constitution, the Miami-Herald and USA Today.

Our Mission To provide high-quality professional development programs for organizations looking to enhance the

performance of their employees, attract more business and corner their market.

Our Passion Our driving passion is helping individuals realize their full potential for extraordinary

performance with a high return on your investment.

Our Promise to You We take great pride in the professional quality of our work We are determined to achieve excellence in everything we do We make a concerted effort to be the best in our industry

First Impression Management is a division of Alfaro Enterprises.

About Us

Diversity and Cross-Cultural Specialist

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