Work in A Socially Diverse Environment

1
Work in A Socially Diverse Environment

• Elements of Cultural Diversity
• Dealing with Misunderstandings

2
Objectives

• At the end of this training session, the
  participants-
• Value customers and colleagues from different
  cultural groups and treat them with respect and
  sensitivity.
• Take into consideration cultural differences in
  all verbal and non-verbal communication.
• Make attempts to overcome language barriers by
  communicating through the use of gestures, sign
  language, or simple words in English or the other
  person's language.

3
Multiculturalism

• Multicultural awareness becomes interesting and
  challenging as the international market
  continues to expend.
• A large portion of staff working in the hotels
  are foreign-born and come from various other
  countries and different culture and customs
  background.
• Foreign-born staff can become additional
  proficiency and versatility in serving our
  international guests.

4
What is Culture?
CULTURE IS THE WAY ANY GROUP DEFINES
ITSELF. Culture can be defined as the framework
for accepted modes of behavior among members of
a particular society. These members tend to
share similar value systems, they have common
attitudes and they perceive things in like ways.

5
What is Cultural Awareness all about anyway?

6
What is Cultural Awareness?

• Realizing that not all people are the same..
• They have
• Different ways of living.
• Different values.
• Different behaviors.
• Different styles of communication.
• Fundamentally different approaches to life

7
How Important is Culture to the way we live our
lives?

• Every Culture has its own way of doing things.
• If we are honest most of us experience feelings
  of fear, confusion or even anger when we are
  faced with behavior we dont understand
  especially if the behavior doesnt face the rules
  of our culture.
• We tend to automatically believe that our way is
  the right way and that is when misunderstandings
  and conflict occur.

8
Cultural Awareness

• Cultural Awareness is all about respecting and
  appreciating other peoples culture and
  background.
• Cultural Awareness is all about ensuring that we
  can communicate with all people clearly and
  effectively.

9
Principles of Cultural Awareness

• Understand
• Respect
• Communicate

10
Why do we need to be culturally aware?

• To be able to meet the different needs and
  expectations of different customer groups.
• To be able to work as a team with
• co workers avoiding disputes and problems
  arising out of lack of awareness

11
Multiculturalism

• Multiculturalism is simply a term which describes
  the cultural and ethnic diversity.
• It is a policy for managing the consequences of
  cultural diversity in the interests of the
  individual and of society as a whole.
• This multiculturalism policy impacts on
  hospitality industry.
• Hospitality industry provide products, services
  and facilities to a wide and diverse cultural
  clientele.

12
CULTURAL AWARENESS

• Cultural Awareness - knowing about other ways of
  life other than your own will help you provide
  the best possible service to all the customers
  you encounter day by day.
• It is recognising and appreciating the
  differences in customers and colleagues values
  and beliefs in such things
• Culture
• Religion
• Language
• It is understanding
• The significance of cultural values and mores
• Cultural diversity in the Australian population
• Cultural diversity of local and international
  customers

13
INTERNATIONAL TOURISTS

• You will be dealing with International Tourists
  from lots of destinations
• Asia
• Japan
• Korea
• China
• New Zealand
• America
• Europe
• Great Britain the United Kingdom
• Africa
• Russia
• So it is important you develop an awareness of
  their different cultural expectations

14
WHAT IS CULTURE?It is a way of life!
Culture is everything people make or do - the way
they organize their society according to the
ideas, beliefs and values they hold. Manners F
estivals/Celebrations Social institutions Work
Ethics Customs Religions Beliefs Beliefs
Myths and legends Rituals Values Laws Co
ncept of self Ideas Thoughts Morals Languag
e Accepted behavior Art and Artifacts Family
Structure Interpersonal relationships
Communication
15
Elements of Cultural Diversity

• Language
• Visitors of non-English speaking backgrounds need
  to have their requests listened to patiently and
  considerately as mis-pronunciations of certain
  words can cause embarrassment to them.
• Communication
• Communication should be the same for everyone
  clear, concise and informative
• Interpersonal relations
• Customs both formal and informal require
  different conventions for greetings, farewell,
  showing respect
• In German chewing gum is considered bad manners

16
Cont.

• Dietary Requirements
• These include when to serve certain food items,
  how to prepare food and food presentation
• Religious Beliefs
• You are not expected to know about all religions
  however you need an awareness of their beliefs
  dietary habits, etc
• Festivals
• Festivals have different impacts for people from
  different cultures
• Different Work Ethics
• Some cultures attach a high degree of importance
  and commitment to their work, while others see
  work as a necessity to provide for their
  families. Others see it as presenting career and
  advancement opportunities

17
Some cultural variances you should be aware of
include

• Forms of address
• Level of formality and informality
• Verbal and non verbal clues
• Appropriate non verbal behaviour
• Food preferences
• General service expectations
• Work Ethics
• Dress and appearance
• Religious beliefs
• Customer expectations
• Touch and personal space

18
Other factors in a Socially Diverse environment
include

• You need to be aware of the principles of equal
  employment opportunity and anti discrimination
  legislation.
• Equal Employment Opportunity (Commonwealth
  Authorities) Act 1987 (Cth)
• Anti Discrimination Act 1977 (NSW)
• They apply to issues of
• Gender
• Religion
• Race
• Age
• Sexual preference
• Disabilities
• Marital Status

19
Advantages of working with members from different
cultural backgrounds

• Cultural diversity enriches the group
• Sharing new ideas is stimulating
• Able to learn from other cultures
• Our way of thinking is being challenged
• Our team performance is improved
• Team members are more tolerant of other and
  perform at higher levels
• Team members feel they have a place in
  society/work environment

20
HANDLING INTERNATIONAL TOURISTS - JAPANESE

• Return a bow with a bow of the head - to show
  respect and
• sensitivity
• Avoid direct eye contact for extended periods
• Japanese guests have a strong cultural tradition
  - including the ritual of bathing - where soaking
  rather than washing is the main purpose.
  Therefore provide rooms with baths rather than
  showers.
• Are generally very formal - touching is not
  considered acceptable
• Japanese guest like prompt, efficient service

21

• They prefer twin bedded accommodation - with bath
• When greeting a Japanese guest - use last name
  followed by SAN - eg Mr Suzuki would be addressed
  as Suzuki SAN
• Avoid speaking loudly - this will not help
  understanding and may cause offence

22
HANDLING INTERNATIONAL TOURISTS -AMERICANS

• Americans are great questioners - they are by
  nature very inquisitive and can therefore be
  expected to ask lots of questions.
• Americans are used to very attentive service -
  and they will give very detailed orders.
• America is a vast country - with many varied
  people -
• DONT EXPECT ALL AMERICAN GUESTS TO BE ALIKE AS
  THEY COME FROM MANY DIFFERENT STATES AND CULTURAL
  BACKGROUNDS

23
WORLD RELIGIONS

• CHRISTIANITY
• JUDAISM
• HINDUISM
• ISLAM
• BUDDHISM
• Sikhism

24
CHRISTIANITY

• Based on the life of Jesus Christ - believe there
  is one God.
• Most followers belong to either
• Catholic
• Protestant
• Eastern Orthodox
• Sunday is a holy day of rest and main festivals
  are
• - Christmas - 25th Dec
• - Lent - Period before Easter
• - Easter - Death Resurrection
• of Jesus Christ

25
JUDAISM

• Total way of life - spiritual and sociological
• Can be Orthodox, Reform or Liberal, Conservative
  or Hasidic
• Believe in one God - however dont believe in
  resurrection of Jesus
• Includes worship - ceremonies and festivals
• Has strict dietary laws - permissible or kosher
  and prohibited foods
• - Fish must have both scales fins
• - Shellfish are not permissible
• - Four legged animals with cloven hooves that
  chew their cud are permissible - pork is not
  permitted
• - Domestic birds can be eaten - but not birds of
  prey
• -

26
Cont.

• Meat and dairy products may not be cooked
  together
• Cooking and eating utensils used for meat must
  not be used with dairy products
• Saturday is the holy day of rest - beginning on
  sundown on Friday and ending at nightfall
  Saturday.
• Major festivals include
• Passover - Festival of Spring
• Rosh Hashanah - Jewish New Year - (Sept - Oct)
• Yom Kippur - Holiest day of the year - (10th
  day of New Year) marked by 24 hours of
  abstinence from food and water

27
ISLAM

• Major World Religion bought to the world by the
  prophet Muhammad in 7th Century
• Scriptures called Quran or Koran and guides
  Muslims on all aspects of their life - spiritual,
  moral, social and economic
• Denounces gambling and drinking of alcohol.
• One of the largest and fastest growing religions
• Many women in Islamic society will wear
  traditional veils and long flowing black gowns

28
Cont.

• Strict dietary laws - can eat beef, lamb or
  mutton but this must be slaughtered according to
  prescribed rituals. Pork and pork by-products are
  forbidden as is any animal that scavenges (pigs,
  goats, dogs, various birds).
• Adhere to teaching of Five Pillars of Islam
• Profession of faith
• Prayer - five times per day
• Almsgiving - Giving to charity
• Fasting - during Ramadan - no eating between
  dawn and sunset
• Pilgrimage - every Muslim should go to Mecca if
  they have the means and are able

29
HINDUISM

• Ancient religion - evolved gradually over
  thousands of years
• Has many different sects holding diverse beliefs
• Believe in reincarnation and have many deities or
  gods.
• Hindus do not eat beef as the cow is a sacred
  animal
• Usually vegetarians - and have no set day as a
  holy day.
• Must avoid all physical, mental, emotional and
  moral hurt to any living creature
• Worship is generally individual and personal but
  festivals are a communal activity

30
Sikhism

• Attempts to unite elements of Hinduism and Islam
  and is recognisable by the wearing of specific
  forms of dress wearing of the Turban by males
• The beliefs include
• Reincarnation
• Worship of God who is described as a spirit
• No images or artifacts should be used in worship
• That all religions display elements of truth
• The attainment of high moral standards

31
BUDDHISM

• Originated in India in fifth century BC
• Evolved from Hinduism - into not so much a
  religion but a way of life
• Religion without a God
• Believe human beings are caught in the cycle of
  birth and deaths.
• No distinction of caste, social class or ethnic
  origin
• Five precepts are
• Kill no living thing
• Dont steal
• Dont commit adultery
• Tell no lies
• Dont drink intoxicants or take drugs
• Usually vegetarians and dont drink alcohol

32
What could go wrong?

• Some examples of cultural misunderstandings
  include
• Late arrival to a private dinner in India is
  accepted and even expected
• In the Philippines they do not like to say no
  they will say yes so as not to offend. Therefore
  yes may mean I agree or maybe
• In Chinese culture finishing all your food can be
  an insult to your host as it will be interpreted
  you are still hungry and they did not supply
  enough food
• In other cultures this is seen as an insult not
  to finish the meal and could mean you have not
  enjoyed the meal

33
Issues that can be causes of misunderstanding
includes

• Poor communication styles
• Lack of confidence in language skills
• Use of colloquialisms and slang
• Speaking too quickly or quietly
• Not using active listening skills
• Not asking enough open questions
• The use of inappropriate body language
• Intolerance
• Poor observation
• Pre-made prejudice and value judgments
• Poor understanding of other cultures

34
STRATEGIES TO DEAL WITH INTERNATIONAL TOURISTS

• Dont ridicule the guest - show respect for the
  persons feelings
• If problems occur, dont give excuses or reasons
  - it could only embarrass and upset the person
  more.
• Learn from your mistakes - work out what went
  wrong and learn from it.
• Study different cultures and religions to learn
  more - and find out what offends and why - things
  like colors and numbers.

35
Communication techniques to use to avoid
misunderstandings

• Are you using the appropriate greeting are they
  performed correctly and with respect?
• Do you use the correct verbal and non-verbal
  techniques is it acceptable of not?
• Have you analysed the possible language barriers?
  What could they be? How can you overcome them?
• Providing signage with corresponding diagrams to
  assist
• Using universally understood gestures applause,
  stop
• Be aware of
• Internal services including staff who speak the
  appropriate language
• External services including interpreters and
  local cultural organisations

36
How you can help to resolve misunderstandings?

• Follow recognised complaint handling or problem
  solving procedure ensuring you
• Establish good customer service practices
  including
• Tolerance of peoples differing beliefs and
  values
• Providing a prompt response to resolve
  misunderstandings
• Use efficient communication in language that is
  understood by the parties involved

37
Cont.

• Display a friendly and courteous manner
• Use positive gestures and body language
• Report difficulties with cross cultural
  misunderstanding to
• Human Resource Office
• Supervisors
• Departmental managers wherever appropriate

38
Organisational Strategies

• Staff training
• Using staff cultural skills language and
  greetings
• Written communication and signs in different
  language where appropriate
• Promotion of cultural celebrations
• Flexibility
• Focusing on the similarities not the differences
• Adopting a variety of communication methods
• Developing a knowledge of support agencies and
  location of cultural buildings
• Offering flexibility in food service

39
Personal Strategies

• Individual strategies including
• Learning the basics of another language
• Develop an understanding and tolerance of
  cultural diversity
• Overcome prejudice and assumptions
• Use non-verbal communication skills
• Show interest in cultural events
• Follow organisational procedures to ensure
  visitors are informed and feel relaxed
• Actively seek to break down barriers
• Adopt a professional attitude at all time