Toward Cultural-Competent Client Services

The ability to bridge cultural gaps is an essential skill for volunteers and staff of today’s multi-cultural organizations. This workshop expands participants’ understanding of multiple forms of diversity and assists them in communicating with people whose backgrounds may be different from their own.

Through the use of the Three Lens Model, participants begin to examine some of their own biases, values and behaviors so they can become more inclusive and responsive to the service needs of their clients.

Using a variety of experiential learning methods including self-assessment, exercises, discussion, and case studies, participants explore multiple dimensions of diversity. This workshop can help participants improve the quality of their interactions with clients and peers in the communities they serve and lead to better client service outcomes.

Participants will learn how to:

  • Broaden their understanding of intercultural interactions with clients
  • Recognize multiple dimensions of diversity
  • Address the impact of assumptions and values in delivering services to a multi-cultural client population
  • Use a cultural lens to understand and respond to clients
  • Apply this knowledge to representative volunteer and staff encounters

Participant benefits include:

  • Recognition of communication filters that may block understanding
  • Experiential basis  to better understand their client population
  • Increased sensitivity to multiple cultural perspectives
  • Enhanced ability to serve the unique needs of different cultural groups
  • Framework to make sense of a variety of cultural differences


The length of each training engagement will depend on the need and number of trainees and the strategic objectives of the client.


Operation A.B.L.E. will develop a training proposal based on the specific requirements of the organization and the trainees.

The emphasis in this program is Cultural Diversity. We have other versions that address Generational Differences, Gay/Straight concerns, and Interrupting Racism.