Tuesday, October 17 2017

EPFL- Customer Service for Immigrant Populations

EPFL- Customer Service for Immigrant Populations
Instructor: CCBC staff

Date: October 17, 2017
Time: 9 a.m. 12 p.m.
Location: Herring Run Branch, 3801 Erdman Avenue Baltimore, MD 21213Credit hours: 3

This course provides an overview of strategies for providing customer service tailored to meet the specific needs of library patrons who are recent immigrants.
Course Topics and Learning Outcomes include: an overview of the demographics of the immigrant population, a discussion of the needs of immigrants at different life stages, an examination of potential cultural differences in social interactions, a discussion of possible communication barriers (including limited English proficiency), an exploration of the perception of both free and government services for some immigrant populations, and recommended best practices and strategies for working with immigrants and a synopsis of available local resources.
Upon completion of this course, participants should be able to:

Understand the average demographics of the local immigrant population
Describe the different needs of immigrants based on life stages/ages
Recognize cultural differences regarding body language, personal space, eye contact, gender interactions, etc.
Identify communication barriers including limited English proficiency and best strategies for overcoming these challenges
Explain the difference in how immigrants may perceive both free and government services including the library
Use strategies and best practices that that support immigrants
Cite resources that are available for immigrants.

To register for this class contact EPFL SD&T at training@prattlibrary.org

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