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Dealing with diversity: a matter of beliefs

Arne Gillert (consultant with Kessels & Smit, The Learning Company, Utrecht, The Netherlands)
George Chuzischvili (Manager of Office Diversity at Rabobank Nederland, Utrecht, The Netherlands)

Industrial and Commercial Training

ISSN: 0019-7858

Article publication date: 1 June 2004



This article is based on the experience of a pilot training on “dealing effectively with diversity” for branch office bank personnel in The Netherlands. We conclude that being successful in serving ethnic minority clients is a matter of beliefs, playing a more decisive role than specific “intercultural” competencies. The experience of Rabobank shows that learning to deal with diverse clients, then, will only be effective if it is part of a larger change process, and if training is just one of several interventions: impressions and lessons learned from work in progress.



Gillert, A. and Chuzischvili, G. (2004), "Dealing with diversity: a matter of beliefs", Industrial and Commercial Training, Vol. 36 No. 4, pp. 166-170.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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