CFL Student Employee Training

"Respect people's feelings. Even if it doesn't mean anything to you, it could mean everything to them." - Unknown

"Everything we hear is an opinion; not a fact. Everything we see is a perspective; not a truth." - Marcus Aurelius

Some of the videos you watched on the main Customer Service tab reinforce respect. Please keep in mind:

• Give patrons priority (note approachability!). They come before anything else you may be working on.
• Keep your focus on them while assisting!
• Treat others as you expect to be treated - please, thank you, and be compassionate.
• Be professional in dress and manner - be aware of the different cultures we serve
• Keep conversations low while in public areas - voices carry (note communication!)

The concept of diversity encompasses acceptance and respect. It means understanding that each individual is unique, and recognizing our individual differences. 

These can be along the dimensions of race, ethnicity, gender, sexual orientation, socio-economic status, age, physical abilities, religious beliefs, political beliefs, or other ideologies.  It is the exploration of these differences in a safe, positive, and nurturing environment.
It is about understanding each other and moving beyond simple tolerance to embracing and celebrating the
rich dimensions of diversity contained within each individual.

https://gladstone.uoregon.edu/~asuomca/diversityinit/definition.html

1. Please watch this short video from the New York Times about implicit bias (3 minutes): Who, Me? Biased?
2. Take the implicit association test from Project Implicit at Harvard University. Please take at least the Race IAT, but you may also complete others if you wish. You are not required to log in; you may complete the tests as a guest if you desire.
3. Watch this TED Talk by Vernā Myers (18 minutes)

This should be implemented when entering in Libstats and while speaking to others.

• If referring to relationships with patrons:
  • You do not know the patrons sexual orientation, use words such as: significant-other or partner
• There are important concepts to consider when referring to individuals with a disability, whether it is physical, mental, or an illness
  • Do not refer to individuals whether it is a topic or a person by their disability first!
    • For example, do not say the depressed person or the hearing impaired person
    • By stating an individuals disability first has a negative connotation to it being that the person can only be identified by their disability
  • Instead refer to disabilities by using person first language
    • ​For example, the person by the computers or the person with the blue backpack
    • This same language is used when discussing topics
      • For example, children and adolescent with Autism Spectrum Disorder or people with hearing disabilities
  • Note: There may be instances where individuals with a disability may prefer being referred to by their disability first. In those cases respect their wishes. 
  • Never attempt to aide an individual with a disability unless it is requested 
    • For example helping individuals with a wheel chair by pushing it or helping them move to a different seat or help guiding an individual who has a visual impairment
    • While it shows that you do have their best interest at heart, they may perceive it as them being unable to take care of themselves
• With individuals of different racial or ethnic backgrounds be respectful towards them.
  • Please remember that for those where English is not their first language have patience with them if you are unable to understand them
    • They are most likely as frustrated as you are that you cannot understand them!
    • Remember the Chick-fil-A video, what if you were in their shoes?
  • It is important to understand that African-American is NOT the same as Black individuals
    • African-American has indication that the individual has close heritage and culture from Africa
    • Whereas Black individuals are those whose culture come from ancestors who have been brought to the United States through Slavery
  • Islam is a religion NOT a race or ethnicity
    • The term 'Muslim' refers to a person of the Islamic faith.
    • With individuals from Middle-Eastern or Arabic backgrounds, the terms Muslim or Islamic do not reflect their race or ethnicity. 
      • In actuality many Middle-Eastern, Arabic, or African countries have a diverse make up when it comes to religion. So do not associate stereotypic views. 
      • 'Middle-Eastern' or 'Arabic' refers to ethnicity, while an Individual of Middle-Eastern or Arabic heritage has, depending on the country they are from, their race as White or Asian.
  • Do not assume an individuals race or ethnicity
    • This goes along with assuming an individuals culture by the use of stereotypes. 
      • For example, an individual who may look Native-American, do not assume that they were raised on a reservation
  • When using terms such as Hispanic and Latinx
    • Latinx is used to describe individuals who consider themselves Latino or Latina.
    • Not every individual who comes from Spanish culture or heritage describes themselves as Latinx, it typically is used for individuals whose family comes from Latin America
    • Hispanic is used as a term to describe those who come from a culture who speaks Spanish
    • Also being Hispanic or Latinx is considered an ethnicity. Their race is considered to be White
    • Chicano or Chicana is a term used to describe an individual of Mexican descent 
• There is a difference between collectivist and individualistic culture. 
  • This is applied to when patron may appear to be "touchy" while it is important to respect their culture, your comfort and safety is more important. Can politely ask them to stop or simply get Karlene to help with the situation.
  • Collectivist culture focuses on the whole group rather than the individual. Many other cultures follow these dynamic for example Hispanic/ Latinx culture is collectivist. 
  • Individualistic culture is where the priority is on the individual rather than the whole group, they are independent and self-reliant. The United States is built on this concept.
• If talking about Socio-Economic status, be aware of the language you use. 
  • Do not say poor people, less fortunate, underprivileged, rich people, privileged
  • Instead use words such as low-income or high-income individuals