Work in A Socially Diverse Environment

Elements of Cultural DiversityDealing with Misunderstandings

Work in a Socially Diverse Environment 1

ObjectivesAt 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.

MulticulturalismMulticultural 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.

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.

What is Cultural Awareness all about anyway?

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

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 don’t understand especially if the behavior doesn’t 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.

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.

Principles of Cultural Awareness

Understand

Respect

Communicate

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

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.

CULTURAL AWARENESSCultural 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 moresCultural diversity in the Australian populationCultural diversity of local and international customers


INTERNATIONAL TOURISTSYou will be dealing with International

Tourists from lots of destinations:Asia

JapanKoreaChina

New ZealandAmericaEurope Great Britain – the United KingdomAfricaRussiaSo it is important you develop an

awareness of their different cultural expectations



WHAT IS CULTURE?WHAT IS CULTURE?It is a way of life!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 Festivals/CelebrationsSocial institutions Work EthicsCustoms Religions BeliefsBeliefs Myths and legendsRituals ValuesLaws Concept of selfIdeas & Thoughts MoralsLanguage Accepted behaviorArt and Artifacts Family Structure

Interpersonal relationshipsCommunication

Elements of Cultural DiversityLanguage

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.

CommunicationCommunication should be the same for

everyone – clear, concise and informativeInterpersonal relations

Customs both formal and informal require different conventions for greetings, farewell, showing respectIn German chewing gum is considered bad

manners


Cont.

Dietary RequirementsThese include when to serve certain food items,

how to prepare food and food presentationReligious Beliefs

You are not expected to know about all religions – however you need an awareness of their beliefs – dietary habits, etc

FestivalsFestivals have different impacts for people from

different culturesDifferent 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


Some cultural variances you should be aware of include:

Forms of addressLevel of formality and informalityVerbal and non verbal cluesAppropriate non verbal behaviourFood preferencesGeneral service expectationsWork EthicsDress and appearanceReligious beliefsCustomer expectationsTouch and personal space


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 ofGenderReligionRaceAgeSexual preferenceDisabilitiesMarital Status


Advantages of working with members from different cultural backgrounds

Cultural diversity enriches the groupSharing new ideas is stimulatingAble to learn from other culturesOur way of thinking is being challengedOur team performance is improvedTeam members are more tolerant of other and

perform at higher levelsTeam members feel they have a place in

society/work environment



HANDLING INTERNATIONAL HANDLING INTERNATIONAL TOURISTS - JAPANESETOURISTS - 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

• 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



HANDLING INTERNATIONAL TOURISTS -HANDLING INTERNATIONAL TOURISTS -AMERICANSAMERICANS

• 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 -

DON’T EXPECT ALL AMERICAN GUESTS TO BE ALIKE AS THEY COME FROM MANY DIFFERENT STATES AND CULTURAL

BACKGROUNDS

WORLD RELIGIONS

CHRISTIANITYJUDAISM

HINDUISMISLAM

BUDDHISMSikhism


CHRISTIANITY

Based on the life of Jesus Christ - believe there is one God.

Most followers belong to either:CatholicProtestantEastern 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 Work in a Socially Diverse

Environment 24

JUDAISMTotal way of life - spiritual and sociological

Can be Orthodox, Reform or Liberal, Conservative or Hasidic

Believe in one God - however don’t believe in resurrection of Jesus

Includes worship - ceremonies and festivalsHas 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-


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 SpringRosh 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



ISLAMMajor World Religion bought to the world

by the prophet Muhammad in 7th CenturyScriptures called Qu’ran 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

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 IslamProfession of faithPrayer - five times per dayAlmsgiving - Giving to charityFasting - during Ramadan - no eating between dawn and sunsetPilgrimage - every Muslim should go to Mecca if they have the means and are able


HINDUISM

Ancient religion - evolved gradually over thousands of years

Has many different sects holding diverse beliefsBelieve in reincarnation and have many deities

or gods.Hindus do not eat beef as the cow is a sacred

animalUsually vegetarians - and have no set day as a

holy day.Must avoid all physical, mental, emotional and

moral hurt to any living creatureWorship is generally individual and personal

but festivals are a communal activity


SikhismAttempts 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 includeReincarnationWorship of God – who is described as a

spiritNo images or artifacts should be used in

worshipThat all religions display elements of truthThe attainment of high moral standards


BUDDHISMOriginated in India in fifth century BCEvolved from Hinduism - into not so much a

religion but a way of lifeReligion without a GodBelieve human beings are caught in the

cycle of birth and deaths.No distinction of caste, social class or ethnic

originFive precepts are:

Kill no living thingDon’t stealDon’t commit adulteryTell no liesDon’t drink intoxicants or take drugs

Usually vegetarians and don’t drink alcoholWork in a Socially Diverse Environment 31

What could go wrong?

Some examples of cultural misunderstandings include:Late arrival to a private dinner in India is accepted

and even expectedIn 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


Issues that can be causes of misunderstanding includes:Poor communication styles

Lack of confidence in language skillsUse of colloquialisms and slangSpeaking too quickly or quietlyNot using active listening skillsNot asking enough open questionsThe use of inappropriate body language

IntolerancePoor observationPre-made prejudice and value judgmentsPoor understanding of other cultures



STRATEGIES TO DEAL WITH INTERNATIONAL TOURISTS

• Don’t ridicule the guest - show respect for the person’s feelings

• If problems occur, don’t 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.

Communication techniques to use to avoid misunderstandingsAre 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

assistUsing universally understood gestures – applause,

stopBe aware of:

Internal services including staff who speak the appropriate language

External services including interpreters and local cultural organisations


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

valuesProviding a prompt response to resolve

misunderstandingsUse efficient communication in language

that is understood by the parties involved


Cont.

Display a friendly and courteous mannerUse positive gestures and body

languageReport difficulties with cross cultural

misunderstanding toHuman Resource OfficeSupervisorsDepartmental managers wherever

appropriate


Organisational StrategiesStaff trainingUsing staff cultural skills – language and

greetingsWritten communication and signs in different

language where appropriatePromotion of cultural celebrationsFlexibilityFocusing on the similarities not the

differencesAdopting a variety of communication methodsDeveloping a knowledge of support agencies

and location of cultural buildingsOffering flexibility in food service


Personal StrategiesIndividual strategies including:

Learning the basics of another languageDevelop an understanding and tolerance of

cultural diversityOvercome prejudice and assumptionsUse non-verbal communication skillsShow interest in cultural eventsFollow organisational procedures to ensure

visitors are informed and feel relaxedActively seek to break down barriersAdopt a professional attitude at all time


Documents

Work in A Socially Diverse Environment