Rapport-Building and Cross-Cultural Understanding:
Meeting the Needs of Your Foreign-Born Clients
4-6 Hour Program

Target participants:
* Sales, customer service and construction professionals (14-20 per session recommended)
Objectives of Presentation:
* Demonstrate the influence of culture on verbal and nonverbal styles of interaction, focusing on communication with non-U.S. born clients*
* Explore ways in which standard approaches for selling and rapport-building with clients may be modified for increased effectiveness across cultures
* Cultural groups covered are based on demographic information provided by builder
Methodology:
* Highly interactive: discussion, role-play, video clip analysis, small-group work
Content:
* Framework - Cross-Cultural Understanding for Builders
* Cultural Influences on Traditional Communication
* Western Selling and Rapport Building
* Cross-Cultural Communication Skill Review
* "Feng Shui” - Harmony in the Home Environment (if applicable to clientele population)
* Culture-Specific Information (as requested by client)
Materials:
* Participants will receive approximately 30 pages of written material and 2-hour follow up audiotapes entitled: The Dynamics of Cross-Cultural Selling: What You Don’t Know May Be Costing You Sales. Audiotape set is useful for both sales and customer service/construction personnel. (It is also available for separate purchase)
Background Information: DL&A Builder Clients

DL&A has been conducting cross-cultural training in a variety of industries since 1983. Since approximately 1990, Deena Levine, Principal of DL&A, has worked with many Northern and Southern California builders and understands builders’ experiences and challenges with regard to the changing clientele population. Her builder client list includes: Aikens Development Company, America Nevada Corporation, Ponderosa Homes, South Hampton Homes, Pulte (Northern and Southern California), Greystone, Aikens, The Fieldstone Company, The Ryness Company, The Lusk Company, The Grupe Company, Larchmont Homes, The Governor’s Club (North Carolina) and Standard Pacific of Northern California.
In-Depth "Feng Shui" Training And Consulting

"Feng Shui," a 10 century-old Chinese philosophy, literally means “wind and water” in Chinese and has to do with flow in the physical environment. Builders, real estate professionals, small business owners and individuals in the workplace (as well as home owners) have explored Feng Shui to gain knowledge about bringing harmony into their environments. Marsha Golangco, M.A., DL&A Associate, provides customized Feng Shui training and consulting.
© DL&A, 2001