Benefits
Cross-Cultural Training Delivers Proven Benefits
Virtually 9 out of 10 employees (89%) who have completed cross-cultural training say it should be compulsory for every employee in customer contact positions. What conclusions can management teams draw from this? What is this extraordinary research finding saying about the perceived need for cultural competence? This is just one of several of the convincing results of two national research studies* involving 650 training participants in a wide range of public and private sector organisations. Participants reported significant gains in: - Understanding of the organisation’s cultural diversity issues and policies
- Improved customer communication skills
- Knowledge and understanding of other cultures
- 87% rated the importance of cultural competence for customer service as high or very high**
- 76% rated their cross-cultural training above average to excellent
- 75% said it helped improve their customer service
- 89% said it should be mandatory for every employee in customer contact positions
- 85% would recommend the training to colleagues
- 65% would like further cross-cultural training
The research studies also surveyed over 150 managers in 140 organisations: - 87% rated the importance of cultural competence for customer service as high to very high
- 91% rated cross-cultural training effective to extremely effective in improving customer service
- 87% rated the training effective to extremely effective in improving workplace relations
- 87% said it was highly effective in improving community relations
- 84% said it was highly effective in improving the marketing and promotion of services to culturally diverse customers
- 74% expected the demand for cross-cultural training to increase or greatly increase in the next five years, mainly in response to increased customer and workforce cultural diversity, policy requirements, diversity initiatives and labour market forces.
* Department of Immigration & Citizenship (2006) and National Centre for Vocational Education Research (2007)
** All percentages averaged between research studies Benefits of a Cultural Diversity Management Approach Cross-cultural training is one element of developing cultural competence in organisations. When the training is delivered as part of a coherent, integrated and well-supported cultural diversity management approach, it contributes to significant positive changes. Organisations that introduce and support cultural diversity strategies and cultural competence training report a wide range of benefits*: Compliance Factors - Increased access and equity in service provision
- Reduced discrimination
- Reduced complaints and grievances
- Improved opportunities for all employees
- Happier, less stressed employees
Organisational Factors - Improved productivity and morale
- Improved work team interactions and relationships
- Improved attraction, retention and development of employees
- Enhanced reputation as an employer of choice
- Wider range of skills available
- Enhanced innovation and creativity
- Increased responsiveness, effectiveness and efficiency in serving culturally diverse customers
Market Factors - Better understanding of culturally diverse market segments
- More effective communications and marketing with culturally diverse customers and clients
- Enhanced ability to serve a culturally diverse range of clients
- Improved customer relations and customer satisfaction
- Enhanced reputation with diverse communities
- Enhanced reputation as an employer
* Sources: Productive Diversity Partnerships Program, Department of Immigration and Citizenship 1999-2006 www.diversityaustralia.gov.au | 
