Facilitation
WHAT WE OFFER
We offer a range of programs on cross-cultural communication. You can book a pre-packed session or have a session tailored to your needs. Click on session titles for more details.
COACHING
We also provide coaching for individuals and small groups, which can include:
- Corporate relocation briefing
- Pronunciation coaching (multicultural names, Australian English, Mandarin Chinese, French)
- Reviewing and editing course materials for educators
- Developing and delivering accessible, engaging speeches and presentations
TRAINING PROGRAMS
Our training programs can be run on-site, online or as a self-directed online program. Topics we regularly cover include:
- Making your English accessible to non-native speakers
- Cross-cultural communication for customer service providers
- Teaching across cultures
- Understanding Chinese languages and cultures
EXAMPLES OF PROGRAMS
We offer a range of programs on cross-cultural communication. You can book a content or ask us to tailor a session to suit your needs. Click on session titles for more details.
Packaged sessions
- Customer Service Across Cultures
(for frontline customer service providers working with culturally diverse customers) - Teaching Chinese Students
(for secondary and tertiary educators teaching students from China) - Navigating Multicultural Names
(introduction to the use, structure and pronunciation of names from 12 languages)
Tailored sessions
- Understanding Chinese and Indian customers
(2hr on-site workshop developed for Carlisle Homes) - Cultural Differences and Sexual Health
(2×2hr webinars developed for Australian Federated AIDS Organisations) - Serving Multicultural Customers in Public Libraries
(Full day workshop developed for Libraries South Australia) - China/Australia Corporate Relocation Briefing Training
(online and on-site)
CUSTOMER SERVICE ACROSS CULTURES
(Half- or full day on-site workshop; half-day webinar)
Serving customers from a range of cultures? This lively, practical workshop will help you understand how cultural differences impact on your work and what to do about them. It combines a range of engaging activities and real-life examples to help you understand your multicultural customers with concrete tips to help you communicate effectively and address the challenges of providing customer service to people who don’t share your cultural background.
Topics covered include:
- Understanding culture and cultural differences
- Managing the language barrier
- Cultural differences in communication style (with a focus on customer service)
- Tips for addressing cross-cultural challenges
TEACHING CHINESE STUDENTS
This workshop is designed for educators who are teaching students from China at secondary or tertiary level. It provides practical tips on how to support Chinese students with the transition to the Anglo-Western classroom culture, and explores the following commonly reported challenges:
- Managing language barriers
- Limited class participation
- Seeking academic support (includes an explanation of plagiarism)
- Unstructured assessment tasks (essays, oral presentations, etc.)
- Taking part in group work
“I highly recommend Fiona’s training programs on teaching international students to all educators. Her practical tips are great, but what I found most valuable was what I learned about my students’ behaviour and motivations. The insights she provided have enabled me to customise my teaching approach to get the best possible performance from everyone in my multicultural classroom.”
Eu-Jin Teo
Senior Accounting Lecturer, University of Melbourne
NAVIGATING MULTICULTURAL NAMES
(Half- or full day on-site workshop; half-day webinar)
Are you or your team struggling with culturally diverse names? This session explores cultural differences in naming conventions, and introduces participants to the use, structure and pronunciation of names from:
- China (covers Mandarin, Cantonese and Hokkien)
- Vietnam
- India (Hindi, Punjabi and Tamil)
- Sri Lanka (Sinhalese)
- Saudi Arabia (Arabic)
- Spanish-speaking Latin America
- Poland
- South Sudan (Dinka)
We can also tailor a session around the languages which are most relevant to your organisation on request.
return to EXAMPLES OF PROGRAMS
“Fiona was an engaging and interesting presenter, making the subject matter of names and their pronunciation very compelling. She was aware of the many challenges that are associated with multiculturalism in our society and was able to apply it to customer service. I would recommend these workshops to others.”
Eva
Tertiary Libraries
UNDERSTANDING CHINESE AND INDIAN CUSTOMERS
(on-site workshops)
Workshops for office and construction staff at Carlisle Homes on how to engage effectively and positively with Chinese and Indian home buyers. Topics covered included:
- Understanding culture and cultural transition
- How cultural differences impact on customer service
- Chinese and Indian cultural norms around communication, haggling and housing
- Effective cross-cultural communication
“Fiona delivered a passionate and engaging presentation specifically tailored to our business needs. She has an uncanny ability to combine her personal experiences and expertise to deliver meaningful content. Our team enjoyed her interactive style, professionalism, and sense of humour. Due to popular demand, we have requested further opportunities to hear more from Fiona.”
John Beecroft
Senior Analyst, Financial Crime Operations Trainer Group, Crown
CULTURAL DIFFERENCES AND SEXUAL HEALTH
(two-part webinar series)
Globalise Consulting developed and delivered a two-part webinar series for AFAO (Australian Federated AIDS Organisations) in consultation with experts in the Australian LGBTIQ community. The aim of the program was to assist HIV educators with outreach to Asian communities in Australia.
The topics covered in these sessions included:
- Differences between Anglo-Australian and cultural norms in key Asian countries around:
- Social engagement
- Education culture
- Gender, sexuality and morality
- International differences in health care systems
- Language and communication in key Asian countries
- Using accessible spoken and written English
- Laws, education and cultural norms around sexuality in key Asian countries
“I attended training with Fiona in 2016 and was blown away. In 2022, I contacted Fiona to deliver bespoke training to our industry
nationally. We work with sensitive issues around sexuality, gender and sexual health. Fiona was able to work with me to identify
where the training gaps were for our industry and then create an individual training for them. We received such positive feedback
for this training and would highly recommend Fiona to deliver training in cultural diversity and health.”
Patty Whatley
Manager HIV Online Learning Australia
SERVING MULTICULTURAL CUSTOMERS IN PUBLIC LIBRARIES
This full-day session was commissioned by Public Libraries SA and attended by about 80 librarians who regularly work with culturally diverse customers. It combined elements of Customer Service Across Cultures and Navigating Multicultural Names and covered:
- Understanding culture and cultural transition
- Cultural differences in communication style
- Politeness across cultures
- Navigating language barriers
- Cultural differences in naming conventions
- Introduction to names from:
- East Asia: Mandarin, Cantonese, Vietnamese
- South Asia: Hindi, Punjabi, Tamil
- Middle East: Saudi (Arabic), Lebanese (Arabic), Persian
“I have been receiving wonderful feedback from Port Adelaide Library staff who attended Serving Multicultural Customers. Thank you for arranging this training for the network. For a library service that has many customers of different nationalities it was very useful training.”
Janice
Public Libraries