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Books and Publications

Check out Diversity & Inclusion Center’s D&I books, ePublications, white papers, articles, and The Ouch! Files eNewsletter archives below.

Ouch! That Stereotype Hurts | Book

Ouch! That Stereotype Hurts will help you be a more effective communicator in today’s diverse business environment.  The book provides guidelines for communicating respect and inclusion, a six-step model for how to recover when you have unintentionally said something you wish you hadn't and your foot is in your mouth, and 12 techniques for speaking up against bias and stereotypes.

Ouch! Chapter Titles

  1. The Language of Inclusion
  2. Communication Recovery – What to Do When Things Go Wrong
  3. Speaking Up Against Bias Without Blame or Guilt
  4. Planning for Inclusion

About The Publisher Since 1977, The WALK THE TALK® Company has helped organizations, worldwide, achieve success through Ethical Leadership and Values-Based Business Practices. They offer a full range of proven resources and customized services - all designed to help you turn shared values like Integrity, Respect, Responsibility, Customer Service, Trust, Communication and Commitment into workplace realities.

Ready to purchase? Head straight to our
Ouch! That Stereotype Hurts store here …

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Cover of "Ouch! That Stereotype Hurts: Communicating Respectfully in a Diverse World" by Leslie C. Aguilar

by Leslie C. Aguilar

From Jokes to Genocide | ePublication

Leader’s Kit for a 30- to 60-minute training activity.

Explores the role of silent collusion and other seemingly small behaviors in creating a workplace and society that are divisive, disrespectful, demeaning or destructive for individuals and groups.

Encourages self-reflection and group discussion on the choices we make, and how to choose more productive, inclusive behaviors.

Furthers the conversation from Ouch! Your Silence Hurts.

Contact Leslie Aguilar HERE for further information about From Jokes to Genocide.

Cover of "From Jokes to Genocide" ePublication by Leslie Aguilar

by Leslie C. Aguilar

Multicultural Customer Service: Providing Outstanding Service Across Cultures | Book
Cover of "Multicultural Customer Service: Providing Outstanding Service Across Cultures" Book by Leslie Aguilar and Linda Stokes

by Leslie C. Aguilar and Linda Stokes

Currently out of print. Contact Leslie Aguilar HERE for information about training on this topic.

In the ever-changing world of business, one principle remains constant: a satisfied, loyal customer is your most valuable asset. As the world becomes a smaller place, customer service providers are being faced with the challenge of meeting the diverse needs and expectations of a growing multilingual and multicultural customer population.

In Multicultural Customer Service: Providing Outstanding Service Across Cultures you will learn how to provide excellent customer service to individuals from a variety of backgrounds. By examining customer service scenarios, completing a series of self-assessment exercises, and reviewing case studies of organizations that have mastered multicultural customer service, you will develop the skills to make every customer feel ‘at home.’ This book is being used by customer-focused organizations throughout the U.S. as part of their customer service training. Multicultural Customer Service also helps you and your organization deliver the best customer service possible, whether you have one customer or one million.

Chapter Titles

  1. What is Customer Service?
  2. Providing Multicultural Customer Service
  3. Developing Cultural Understanding
  4. Overcoming Barriers to Multicultural Customer Service
  5. Multicultural Customer Service Needs
  6. Communicating Across Cultures
  7. Communicating Across Language Differences
  8. Multicultural Customer Service: Service Examples and Heroes

White Papers and Articles

How to Develop a Language Competence Strategy

By Leslie Aguilar | 6/5/2014

This is the second article in a two-part series. The first, Language Competence – The Forgotten Twin, explored the impact of language diversity in the workplace and society, defined Linguistic Competence (also called Language Competence), and examined why it is important to have a strategic plan.

An effective Language Competence Strategy will help you achieve business goals, tap the potential of multiple language skills, and minimize tensions and communication breakdowns.

In this article, How to Develop a Language Competence Strategy, we’ll look at concrete ways to implement a strategic plan in your organization. Here is a six-step road map.

The Ouch! Files eNewsletter Archives
"The Ouch! Files" eNewsletter Issue Dedicated to the Victims of the Pulse Tragedy

Read our online quarterly eNewsletter archives dedicated to furthering the learning from Ouch! That Stereotype Hurts and Ouch! Your Silence Hurts.

Vol. I, No. 1 | February 2009
The Missing Voices

Vol. I, No. 2 | July 2009
Bystanders: Passive or Active?

Vol. 2, No. 1 | February 2011
Why the Little Things Matter

Vol. 2, No. 2 | November 2011
The Slippery Slope of Silence

Vol. 3, No. 1 | May 2012
Stereotypes and The Law

Vol. 4, No. 1 | May 2013
Good Advice from a Friend

Vol. 5, No. 1 | January 2014
Ouch! and Oops!

Vol. 5, No. 2 | June 2014
Language and Language Bias

Vol. 5, No. 3 | December 2014
View the World Through Different Lenses

Vol. 6, No. 1 | August 2015
Good Intentions Are Not Enough

Vol. 7, No. 1 | June 2016
In Remembrance