1. Welcome to Addressing Cultural Nuances to Increase Merchant Engagement and Compliance We will get started shortly; we are waiting for participants to join the call Presentation materials are located at

2. Addressing Cultural Nuances to Increase Merchant Engagement and Compliance Lourdes Vázquez, CAPT Associate Frank Lloyd, TITLE Chuck Klevgaard, Training and Technical Assistance Manager CSAP’s Northeast Center for the Application of Prevention Technologies March 6, 2009

3. Virtual Training: Things to Remember  Communicate via phone or the chat feature  Place phone on *6 (mute) when not speaking to lessen background noise  Press *6 to un-mute your phone while speaking Use of the phone or chat features helps to make the training more interactive Use of the phone or chat features helps to make the training more interactive!

4. WelcomeandIntroductions

5. Setting The Stage: Limiting Access to Alcohol Setting The Stage: Limiting Access to Alcohol

6. Enforcing Minimum Purchase Age Laws From Mandated Compliance to Voluntary Compliance: The Ideal Scenario

7.  Levels of attendance  Willingness to participate  Language barriers  Literacy  Understanding of laws and sanctions  Other

8. French Canadian Asian (Diverse) Native American Hispanic (Diverse) Hispanic (Diverse) Middle East (Diverse) Middle East (Diverse) Urban Communities Urban Communities Fishing Communities Rural Communities

9. ENGAGEMENT Getting and keeping the right community and organizational representatives fully and actively participating once they are at the table and have been, and feel, included. (Adapted from SAMHSA) ENGAGEMENT Getting and keeping the right community and organizational representatives fully and actively participating once they are at the table and have been, and feel, included. (Adapted from SAMHSA) INCLUSION Getting both community and organizational representatives to the table. Getting people and organizations to join the coalition’s efforts (Adapted from SAMHSA) INCLUSION Getting both community and organizational representatives to the table. Getting people and organizations to join the coalition’s efforts (Adapted from SAMHSA)

10.  Ethnic heritage  Religious or spiritual beliefs  Work experience Political affiliation  Education  Race  First language  Family status  Gender Health beliefs and practices  Sexual orientation COMPLEX AND DYNAMIC NATURE OF DIVERSITY

11.  Understanding cultural nuances or the subtle differences and distinctions in expression, meaning, and responses  Identifying culturally-appropriate approaches  Sustaining the effort Increasing Engagement and Compliance

12.  Rural  Urban  Fishing communities  Specific ethnic groups Understanding Nuances

13. What might the following look like in different cultures:  Following the “letter of the law”?  Alcohol and rites of passage?  Concepts of health and well-being?  Values, beliefs, and norms? Understanding Nuances

14.  Business practices  Language—more than the meaning of words  Non-verbal communication  Communication channels  Learning styles  Roles and authority figures Understanding Nuances

15.  Combined strategies from the get-go  Getting the buy-in: Awareness  Creating community support and partnerships  Consider differences in social norms within diverse groups A Comprehensive Approach

16.  Creating behavior change among merchants from diverse cultures  Product, Price, Promotion, and Place  Cultural/community brokers, peer system, mentors  Tailoring training to diverse merchant cultures A Comprehensive Approach

17. Certificates of Recognition to Compliant Merchants Media Coverage of Compliant Merchants Insuring Support to Mandated AND Voluntary Compliance

18. Open Dialogue

19. Next Steps