(PHOENIX, Ariz., Sept. 13, 2004) - Municipalities across the country look to the City of Phoenix as a model in cultural education and awareness. For more than two years, Phoenix College and the City of Phoenix have solidified a unique partnership to foster improved communication and understanding between the City’s front-line employees and its rapidly expanding multicultural customer base.

Over the years, Phoenix has become a culturally evolving city. Its dynamic population features cultures from around the world, and as the city continues to change and become enriched by its diversity, business and community are impacted greatly.

In an effort to stay attune with the culturally evolving metropolis, the City of Phoenix and Phoenix College Custom Training & Education (CTE) continue to offer on-site conversational language courses and cultural workshops to city employees. For example, city employees can receive language training in French, German, Korean, Vietnamese, Italian, Chinese, Bosnian/Serbo-Croatian, Arabic, Spanish and American Sign Language (ASL). Employees also benefit from the one-day cultural awareness workshops, which address topics from religion and values to traditions and gender relations. Current workshops that focus on the following cultures are Bosnian/Serbian/Croatian, Chinese, Korean, Navajo (Dine), and Muslim.

"With Phoenix becoming more and more culturally diverse, implementing these programs in the workplace truly focuses on meeting and serving the needs of such a varied community", said CTE director Anna Lopez. "Our wide variety of departments here at Phoenix College have actively assisted us in supporting this effort by identifying quality instructors for the program. Our hope is to have 25 to 30 cultural awareness programs in the next few years."

The City was already offering courses in Spanish to its employees. However, City of Phoenix Language coordinator Mariana de la Fuente saw the landscape changing to include more immigrants from other countries and knew it was time to broaden the program's offerings. Now, de la Fuente identifies the needed course and Phoenix College CTE recruits an instructor who ties the curriculum to words and phrases employees may use in conversation with customers. For those employees whose jobs relate directly to the training, classes can be taken during work hours. Employees desiring to take classes for general interest can do so during "off-work" hours or lunch periods.

"The City of Phoenix is very committed to customer service and we are always looking for ways to better serve our community. Our employees have a better understanding of others after these workshops. The popularity of this program demonstrates that city employees really do care about the people they serve. Whether they are learning a different language or taking advantage of one of the cultural workshops, we are trying to do what's best for our community," said de la Fuente.

The program has come a long way in two years. It began as a language-training program, but the new cultural workshops have been a real hit with workers. At one time, employees participated in the Navajo (Dine) Cultural Workshop. To better understand the health issues that many Navajos face, a true Navajo matriarch traveled for six hours from New Mexico with traditional cuisine. Her demonstration allowed employees to gain insight on Navajo health and diet.

Both the Navajo cultural workshops and the Sign Language classes have become very popular with employees. Many Sign Language participants have raved about various classes and instructors. However, they particularly enjoy one instructor who signs the entire class. Words are never spoken, only signed, yet, an overwhelming number of participants find themselves truly connecting with the instructor and class.

"We are so fortunate to have this program," said de la Fuente. No other city has such a comprehensive program. Some cities may offer a few language classes to one or two departments but we offer language training and cultural workshops to all employees in all departments. I get calls from across the country asking us how they too can make it work."

For further information about CTE training courses or programs, please call (602) 285-7603.

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