TY  - JOUR
AB  - 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.
VL  - 36
IS  - 4
SN  - 0019-7858
DO  - 10.1108/00197850410542419
UR  - https://doi.org/10.1108/00197850410542419
AU  - Gillert Arne
AU  - Chuzischvili George
PY  - 2004
Y1  - 2004/01/01
TI  - Dealing with diversity: a matter of beliefs
T2  - Industrial and Commercial Training
PB  - Emerald Group Publishing Limited
SP  - 166
EP  - 170
Y2  - 2024/04/18
ER  -