Description

Going beyond your company’s DEI&A initiatives, training and educating your public-facing staff requires that you build a foundation for their understanding. This foundation must empower your teams to think on their feet in the face of a co-worker or customer. In keeping with the requirements of the Americans with Disabilities Act (ADA), you can utilize the tools and accommodations your institution offers to examine the explicit and implicit biases that exist in ourselves and our institutional systems. This workshop will provide managers and supervisors with methods and resources for inclusive customer service practices, ensuring a communication flow and centering the human in "human relations" for inclusive and equitable day-to-day business operations.

Track(s)

• 
  60-Minute Workshop
• 
  Accessibility
• 
  Management

Handout(s)

• TWERK Slides

Additional Info

Key Learning #1:
Meet the changing times and the justice-minded workforce by using empathic leadership and a humanity-first culture

Key Learning #2:
Why empowered vs. informed front-facing workers will respond to customer service with human-centered resolutions

Key Learning #3:
Utilize the ADA to engage in more inclusive employment and customer service practices, plus leveraging this knowledge to create systemic change