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CULTURALLY INCLUSIVEÂ CUSTOMER EXPERIENCE | HEALTHCARE EDITION
How to evaluate current performance and define a focused path forward
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FOR HEALTHCARE LEADERS RESPONSIBLE FOR THE CUSTOMER EXPERIENCE
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Four small-cohort coaching sessions, limited to six participants, spread across four weeks |Â March-April 2027
There’s no commitment or payment at this stage. Pre-register by Wednesday 3 February 2027 and, if invited to enrol, you’ll be eligible for the lower Pre-Registration Rate.
HOW THIS PROGRAM HELPS SET CLEAR PRIORITIES
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If you're responsible for the customer experience within a healthcare organisation, you probably already know that good intentions don't always result in a consistently culturally inclusive experience.
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Cultural differences can influence how patients communicate, ask questions, respond to instructions, involve family members, interpret service, or decide whether to raise concerns. Because these differences are often subtle, they don't always appear in complaints, patient feedback or performance data, making it difficult to know where attention is most needed.
That's why I developed this program.
Having coached and trained hundreds of premium-service airline staff, I've seen many of the same cross-cultural service challenges emerge across customer-facing environments. This program helps healthcare leaders examine those challenges through an organisational and customer-experience lens.
Using The 5 CLEAR Moments that Matter in Customer Experience™, a framework I've developed to help organisations strengthen culturally diverse customer interactions, I'll guide you through a structured process to examine:
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where cultural blind spots may affect patient interactions
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how confident and supported staff feel
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whether organisational systems and procedures support culturally responsive service
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what evidence already exists and what may require further investigation
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which priorities deserve attention first
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By the end of the program, you'll be better placed to decide:
- Which cross-cultural customer-experience issues should be prioritised first
- What management actions are most likely to strengthen performance
- Where additional evidence, support or capability development may be needed
- What a focused organisational plan should look like
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Craig Shim, Alphacrane Intercultural Specialists
QUICK LINKS
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Find what you need on this page
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WHAT MAKES THIS DIFFERENT
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A small-cohort leadership coaching experience built around discussion, application and action
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BEYOND CULTURAL AWARENESS: FROM INSIGHT TO ACTION
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Many cultural-awareness programs focus on understanding cultural differences.
This coaching goes further by helping you evaluate both patient interactions and the organisational conditions shaping them.
A CROSS-CULTURAL LENS FOR THEÂ CUSTOMER EXPERIENCE
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The 5 CLEAR Moments that Matter in Customer Experience™ gives you a structured way to examine culturally diverse patient interactions and identify where stronger service, clearer guidance or organisational change may be needed.
MANAGEMENT INSIGHT BEFORE FRONTLINE TRAINING
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When service is inconsistent, it can be tempting to assume that staff simply need more training.
This program first examines whether performance is being shaped by unclear expectations, restrictive procedures, limited authority, poor information-sharing, time pressures or insufficient management support.
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CULTURALLY INFORMED ANTICIPATORY SERVICE
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Good service responds when a patient asks for help.
Culturally informed anticipatory service goes further by recognising needs, expectations or sources of uncertainty that patients may not express directly.
CLARITYÂ BEFORE BROADER INVESTMENT
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I’ll help you establish a clearer baseline before you commit to frontline training, translated materials or broader customer experience initiatives.
This gives you greater confidence to prioritise what requires management action, capability development, further evidence or additional investment.
SPECIALIST-LED SMALL-COHORT GUIDANCE
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I bring specialist intercultural expertise developed through work with global organisations across premium-service airlines, hotels, healthcare and other sectors, as well as diplomats.
You’ll use the same CLEAR framework and coaching process I draw on to help those clients strengthen cross-cultural customer experiences, adapted specifically for healthcare.
PROGRAM FORMAT
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How the four-week small-cohort coaching experience works
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This program combines self-paced digital learning with four live coaching sessions in a small cohort of no more than six healthcare leaders.
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Before and between sessions, you'll work through practical frameworks, instructional videos and guided activities designed to help you evaluate your current customer experience and identify priorities for improvement.
During the live sessions, I'll help you interpret what you're finding, test assumptions and develop priorities suited to your organisation, while also benefiting from discussion and feedback from your peers.
Limiting the cohort to six participants creates enough space to examine each participant’s organisational context while also drawing on the experience and perspectives of other healthcare leaders.
You can expect the coaching sessions to include discussion of real organisational situations and challenges, so they won’t be recorded.
Participants should plan to attend all four sessions and complete the relevant digital learning and activities beforehand so the coaching time can focus on application, guidance and discussion.
In addition to the four live coaching sessions, allow at least one hour of preparation in the lead-up to each session to work through the relevant digital learning resources and activity instructions. The time you choose to invest in developing your own organisational plan beyond that is entirely up to you.
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Limited to just six participants
Four live online coaching sessions
90 minutes per session
Delivered across four consecutive weeks
One year’s access to the Alphacrane Digital Learning Platform from first access
Guided pre-coaching and between-session learning, reflection and planning for your own organisation
Specialist intercultural guidance from Craig Shim
Discussion and feedback from  healthcare peers in your cohort
PROGRAM OBJECTIVE
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Establish a clearer baseline of your organisation’s current culturally inclusive customer-experience performance and define the priority actions required to strengthen it.
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Together, we'll examine cross-cultural patient interactions, frontline confidence and support, organisational processes, information-sharing practices and management expectations that may influence the customer experience.
By the end of the program, you'll have greater clarity about what requires attention first, what can be strengthened through management action and where additional support or investment may be appropriate.
WHO THIS PROGRAM IS FOR
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This program is for healthcare leaders responsible for the customer experience delivered across patient-facing, clinical and non-clinical services.
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It is best suited to leaders who understand how customer experiences are currently being delivered in their organisation and are in a position to influence management decisions, procedures, processes or capability support that may need to change.
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Your responsibilities may include:
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Patient or customer experience
Practice, service or operations management
Patient services, reception, bookings or contact centres
Clinical or allied health leadership
Quality, improvement or service design
People, culture, learning or capability
Community or consumer engagement
Multi-site or organisational service delivery
BUILT ON SPECIALIST INTERCULTURAL EXPERTISE
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Led by intercultural specialist Craig Shim, this program draws on more than 30 years of cross-cultural experience.
Craig has trained hundreds of premium-service airline and hotel staff, helping them navigate cultural differences that can shape customer expectations and service experiences.
His broader intercultural experience includes 14 years consulting to global organisations, diplomats and Australian Government agencies.
Adapted specifically for healthcare organisations, this program draws on the same frameworks and coaching approach Craig uses across premium-service and international contexts.
WHAT THE PROGRAM EXAMINES
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THE 5 CLEAR MOMENTS THAT MATTER IN CUSTOMER EXPERIENCE™
How to turn culturally diverse interactions into premium customer experiences
I’ll guide you through this cross-cultural customer experience framework to help identify where intended and experienced service may differ.
We’ll also examine the organisational factors that influence culturally inclusive service.
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CONNECT
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How effectively do your staff build rapport across cultural differences by recognising the patient’s context, preferences and communication style?
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LIFT
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Where could culturally informed personalisation strengthen the customer experience while remaining appropriate to the healthcare context?
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EVALUATE
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How do your staff know whether cross-cultural communication, explanations and service are being received and understood as intended?
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ANTICIPATE
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How well do they recognise expressed and unexpressed culturally influenced needs and help patients understand what lies ahead?
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RESOLVE
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How effectively are cross-cultural misunderstandings, dissatisfaction or service breakdowns addressed to restore trust, dignity and confidence?
CHALLENGES & TAKEAWAYS
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CROSS-CULTURAL CHALLENGES ADDRESSED
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Uncertainty about whether patients who nod, smile or say “yes” have fully understood
Varying confidence when communicating across language barriers or unfamiliar accents
Family involvement or decision-making that staff may be unsure how to navigate respectfully
Hierarchy or authority differences that may make patients or staff less likely to question, clarify or speak up
Inconsistent responses across staff, roles, shifts or sites
Over-reliance on translated resources without maintaining personal rapport
Procedures that may make it difficult to adapt the customer experience to culturally influenced needs without compromising clinical, privacy or safety requirements
Recurring patient questions or service challenges that aren’t consistently recorded or shared
Difficulty distinguishing frontline capability gaps from organisational barriers
ACTIONABLE TAKEAWAYS
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A clearer baseline of current culturally inclusive customer-experience performance
Priority customer-experience moments requiring attention
Greater clarity about frontline confidence, capability and support needs
Procedures, processes and information practices requiring review
Management expectations, guidance or authority requiring clarification
Evidence gaps requiring further investigation
A tailored plan identifying priority actions, responsibilities and where further investment may be warranted
YOUR FOUR-SESSION COACHING JOURNEY
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A step-by-step coaching process to help you examine current performance, test your assumptions and develop a tailored organisational plan
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The program combines self-paced digital learning, organisational reflection activities and four live coaching sessions.
Before each session, you'll complete the relevant learning and activities within the Alphacrane Digital Learning Platform and apply the concepts to your own organisation. As a guide, allow at least one hour of preparation in the lead-up to each coaching session.
Coaching sessions are then used for discussion, specialist guidance, reflection and peer learning.
You’ll retain access to the digital learning platform for one year from first access, allowing you to revisit the frameworks and activities as your plan progresses.
BEFORE THE COACHING
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Once enrolled, access the digital learning platform, complete the foundational learning and begin gathering relevant examples from your organisation.
SESSION 1
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Establish the evaluation foundation and begin examining current culturally inclusive customer-experience performance.
BETWEEN SESSIONS 1 AND 2
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Complete the guided organisational activities and identify examples, evidence and questions relevant to your context.
SESSION 2
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Review emerging findings and examine the patient interactions and organisational conditions requiring closer attention.
BETWEEN SESSIONS 2 AND 3
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Apply the next set of activities to your procedures, processes, information practices and frontline support.
SESSION 3
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Test your assumptions, distinguish frontline capability needs from organisational barriers and begin defining priorities.
BETWEEN SESSIONS 3 AND 4
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Develop your tailored organisational plan, including proposed actions, responsibilities, evidence needs and possible further investment.
SESSION 4
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Refine your priorities and complete a focused, tailored plan for strengthening culturally inclusive customer experience.
WHAT'S INCLUDED
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- One year’s access to the Alphacrane Digital Learning Platform from first access
- Step-by-step instructional videos, reading materials and practical frameworks
- Guided organisational activities that help you develop a tailored plan for your organisation
- Four live 90-minute small-cohort leadership coaching sessions
- Specialist guidance from intercultural specialist Craig Shim
- Live discussion, reflection and detailed Q&A
- Feedback and perspectives from healthcare peers
- Support from Craig while you work through the activities
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PROGRAM DATES AND TIMES
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March-April 2027
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All four coaching sessions are delivered live online via Microsoft Teams
SESSION 1
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Wednesday 3 March 2027
2.00–3.30 pm AEDT | 1.00–2.30 pm AEST
SESSION 2
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Wednesday 10 March 2027
2.00–3.30 pm AEDT | 1.00–2.30 pm AEST
SESSION 3
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Wednesday 17 March 2027
2.00–3.30 pm AEDT | 1.00–2.30 pm AEST
SESSIONÂ 4
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Wednesday 7 April 2027
2.00–3.30 pm AEST
Each session runs for 90 minutes.
Because the sessions build on one another, you’re expected to attend all four to gain the full value of the program and complete your tailored organisational plan.
Complete the relevant digital learning and organisational activities in advance (allow at least one hour of preparation in the lead-up to each session).
WHAT TO EXPECT FROM THE SMALL-COHORT EXPERIENCE
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With a maximum of just six participants, the program is designed to give you meaningful access to specialist guidance, thoughtful discussion and useful feedback from other healthcare leaders.
To help everyone gain the most from that small-cohort experience, you’ll be expected to:
- Attend all four live coaching sessions
- Join with your camera turned on
- Complete the relevant digital learning and organisational activities in advance
- Contribute your perspectives, questions and reflections during the sessions
- Support an open, respectful and trusted environment for professional discussion
The coaching sessions will include discussion of real organisational situations and challenges, so they won't be recorded. This helps create a more candid and valuable learning environment.
Further participation and technology requirements are available on the FAQ page.
HOW REGISTRATION AND ENROLMENT WORKS
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I’ve designed the process to be straightforward and transparent, so you’ll know what to expect at each stage.
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PRE-REGISTER
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Complete the online Pre-Registration Form to tell me a little about your role, your organisation and what you’re hoping to achieve.
There’s no commitment or payment at this stage. If invited to enrol, you’ll be eligible for the lower Pre-Registration Rate.
Pre-registration closes:
Wednesday 3 February 2027Â at 5.00 pm AEST
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I’LL PERSONALLY REVIEW YOUR SUBMISSION
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I'll review your submission to understand your role, organisational context and whether the program is likely to provide strong value for you.
Because the cohort is limited to just six participants, places are offered to suitable applicants progressively and remain subject to availability.
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I’LL INVITE YOU TO ENROL
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Within a few days of receiving your submission, I’ll contact you personally to let you know whether you’ve been selected and invited to enrol.
If you’re selected, you’ll be invited to enrol at the Pre-Registration Rate of AUD 1,695 including GST.
An invitation to enrol doesn’t itself reserve a place. Your place is confirmed once payment has been received.
If the program doesn’t appear to be the right fit, I’ll let you know why and, where appropriate, suggest another option that may better suit your needs.
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CONFIRM YOUR PLACE
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If you’ve been invited to enrol, you’ll be able to secure your place immediately.
Places are confirmed on a first-come, first-served basis as payments are received, so I recommend enrolling promptly if you decide to proceed.
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Thursday 4 February 2027: Any remaining places open to the general public
If places are still available, public enrolment will open at the Standard Rate of AUD 2,125 including GST.
If you were selected through pre-registration, you’ll still be eligible for the Pre-Registration Rate of AUD 1,695 including GST until Wednesday 17 February 2027, subject to availability.
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Wednesday 17 February 2027, 5.00 pm AEST: Pre-Registration Rate ends
After this time, any remaining places will be available only at the Standard Rate of AUD 2,125 including GST.
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Once online credit-card payment is received: Your place is confirmed
You’ll receive an immediate receipt, and I’ll email your tax invoice confirming payment soon afterwards.
PRICING
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PRE-REGISTRATION RATE
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AUD 1,695 including GST per participant
Pre-register by: Wednesday 3 February  2027 at 5.00 pm AEST
Rate ends: Wednesday 17 February 2027Â Â at 5.00 pm AEST
Available to suitable applicants who pre-register by the deadline and are invited to enrol, subject to a place still being available.
Your place is confirmed once payment has been received.
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STANDARD RATE
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AUD 2,125 including GST per participant
Public enrolment opens: Thursday 4 February 2027
Enrolment closes: when all six places are filled or enrolment is otherwise closed
Subject to availability.
IMPORTANT PRICING INFORMATION
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Both rates include the same program content, digital-platform access, guided activities and four live coaching sessions.
Payment is made in full by credit card, either online or over the phone. You’ll receive an immediate receipt, and I’ll email your tax invoice confirming payment soon afterwards.
You may pre-register and enrol for yourself, or on behalf of another participant from your organisation.
ATTENDANCE, CANCELLATIONS AND PARTICIPANT CHANGES
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Because each coaching session builds on the previous one, the program works best when the same participants attend all four sessions from beginning to end.
To help you know what to expect before enrolling:
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Your place is for you personally and isn’t transferable to another participant
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If you miss a live coaching session, there isn’t a separate catch-up session or recording available
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You’ll still retain access to the digital learning materials and activities in the Alphacrane Digital Learning Platform
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In the unlikely event that Alphacrane needs to cancel the program, you’ll receive a full refund
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I recommend checking the four coaching dates before enrolling so you can be confident the program fits your schedule.
Full cancellation and refund details are available on the FAQ page and in the program terms.
PRE-REGISTER YOUR INTEREST
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CULTURALLY INCLUSIVEÂ CUSTOMER EXPERIENCE Â
HEALTHCARE EDITION
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March-April 2027Â Small Cohort Coaching
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Complete the short pre-registration form below to tell me a little about your role, your organisation and what you’re hoping to achieve.
- There’s no payment or commitment at this stage
- If you pre-register by Wednesday 3 February 2027 (5:00 pm AEST) and are invited to enrol, you’ll be eligible for the lower Pre-Registration Rate
- If you’re unsure how to answer a question, just type something like “unsure” and continue
- I’ll personally review your submission and contact you within a few days
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Your information will be kept confidential and used only to review your pre-registration and contact you about this program. After submitting, you'll receive a confirmation email. If it doesn't arrive within a few minutes, please check your junk or spam folder.
PREFER A PRIVATE OPTION?
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If the cohort dates don’t suit, I also offer private coaching year-round, either one-on-one or for a private virtual team of up to six participants.
FREQUENTLY ASKED QUESTIONS
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We already provide good customer service. Is this program still relevant?
What if we’ve received few complaints or have limited evidence?
Do our staff need to learn about every culture?
Is this a frontline training program?
Do I need to attend all four coaching sessions?
What if I need to discuss sensitive organisational or patient-service challenges?
Will the coaching sessions be recorded?
UNSURE WHETHER YOU’RE READY YET?
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If you’re interested in improving culturally inclusive customer experiences but want to explore the issues further before taking the next step, my free 15-question assessment is a good place to start.
It will help you reflect on frontline practice, organisational support and management visibility, and identify areas that may warrant a closer look.
TESTIMONIALS
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“I felt more confident almost immediately in situations that usually made me hesitate.”
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Before this, I often second-guessed how to respond when communication felt unclear. The practical language helped me handle those moments more directly, without feeling unsure.
— Clinical Nurse, Private Cancer Care Provider
“We’ve seen a real shift in how our team approaches difficult situations.”
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Our staff were dealing with situations where expectations didn’t always align. After working with Craig, there’s now a more confident and consistent approach across the team.
— Operations Manager, Multisite Healthcare Group
“I finally had a clear way to manage conversations that used to feel awkward.”
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I knew something needed to be addressed but didn’t have the words. This gave me a practical way to handle those situations with more clarity and confidence.
— Patient Services Coordinator, Specialist Medical Centre
A quick note: Because this is the first Healthcare Edition of this small-cohort program, I don't yet have testimonials specific to this edition. The testimonials above reflect the experiences of participants in other healthcare and intercultural programs I've delivered.
A QUICK INTRODUCTION: CRAIG SHIM
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I’m the Director of Alphacrane Intercultural Specialists and an intercultural business consultant. I help senior leaders and organisations perform at their best whenever culture influences how they lead, work together, serve culturally diverse customers or engage internationally.
In healthcare and service environments, this often shows up in everyday interactions involving patients, families and teams.
With more than 30 years of cross-cultural experience — including 14 years consulting to global organisations such as Boeing, Nike, PepsiCo and Mastercard, as well as Australian Government agencies including Prime Minister & Cabinet and Austrade — I support leaders navigating complex cross-border decisions with greater clarity and confidence.
I also advise government panels on intercultural capability and international engagement, particularly where decisions carry reputational exposure or long-term relationship risk.
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Craig Shim, Director, Alphacrane Intercultural Specialists
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