Evelina Silveira has over 18 years of expertise in Diversity and Workplace Inclusion. She has won ELEVEN PROFESSIONAL AWARDS for her work with over 100 organizations and businesses. She is a FIELD INNOVATOR and has created and produced many programs to make workplaces function more effectively.A recent original program works with OFFICE BULLIES and HARASSERS. Evelina's program helps them understand the costs of their behaviour; and provides them with tools to manage anger and improve communication to prevent future relapses. She has also produced a unique workshop (and coaching sessions) that sensitizes employers to CULTURAL DIFFERENCES in management approaches while offering new immigrants customized SOFT-SKILL COACHING.Her most recent contribution to DIVERSITY and CUSTOMER SERVICE has been to improve TELEPHONE and CUSTOMER SERVICE. Based on her original research and input from diverse linguistic communities, she designed a revolutionary way of working with language barriers over the telephone. She co-wrote two books (acclaimed by Ivey Business School and Ryerson's Ted Rogers School of Management), "No-Nonsense Guide to Workplace Inclusion," and "Diversity and Inclusion on a Budget," which help organizations develop effective strategies for better workplaces and customer relations.Evelina is an ACCOMPLISHED PUBLIC SPEAKER and delivers empowering and change-making TRAINING PROGRAMS and WEBINARS. She is practical, creative, problem-solving, and customer-service oriented. CLIENT FEEDBACK by training participants tells of increased job confidence and performance from Evelina's practical (not simply theoretical) suggestions and job aids.She has specific EXPERTISE in the areas of Workplace bullying and harassment; cultural competency; customer service and diversity; learning disability accommodation, and helping employers attract diverse customers and employees.