work in a socially diverse environment 1 work in a socially diverse environment elements of cultural...

Work in a Socially Diverse Environment

1

Work in A Socially Diverse Environment

Work in A Socially Diverse Environment

Elements of Cultural DiversityDealing with Misunderstandings


2

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


3

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• RussiaSo it is important you develop an

awareness of their different cultural expectations


4

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 Festivals/CelebrationsSocial institutions Work EthicsCustoms Religions BeliefsBeliefs Myths and legendsRituals ValuesLaws Concept of selfIdeas & Thoughts MoralsLanguage Accepted behaviorArt and Artifacts Family Structure

Interpersonal relationshipsCommunication


5

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.

• Taco means idiot in Japan• 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

• 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– Do you know what ‘Waitangi Day” celebrates?

• 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


6

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


7

Other factors in a Socially Diverse environment

includeYou 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


8

Advantages of working with members from different cultural

backgrounds• Cultural diversity enriches the team• 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

environmentMULTICULTURALISM

Is a term describing the cultural and ethnic diversity of contemporary Australia


9

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 • 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


10

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 -

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

BACKGROUNDS


11

WORLD RELIGIONSCHRISTIANITY

JUDAISMHINDUISM

ISLAMBUDDHISM

Sikhism


12

CHRISTIANITY

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

• Most followers belong to either:CatholicProtestantEastern Orthodox

• Sunday holy day of rest and main festivals are:- Christmas - 25th Dec- Lent - Period before Easter- Easter - Death & Resurrection

of Jesus Christ


13

JUDAISM

• Total 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 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- 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


14

ISLAM• Major World Religion bought to the world by the prophet

Muhammad in 7th Century• Scriptures 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• 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


15

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• Believe in Caste system• Worship is generally individual and personal but festivals are a

communal activity


16

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


17

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

• Usually vegetarians and don’t drink alcohol


18

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


19

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


20

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.


21

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


22

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– Display a friendly and courteous manner– Use positive gestures and body language

• Report difficulties with cross cultural misunderstanding to– Human Resource Office– Supervisors– Departmental managersWherever appropriate


23

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


24

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

work in a socially diverse environment 1 work in a socially diverse environment elements of cultural...

Documents

different work ethics

cultural variances

mores cultural diversity

offence slide

strong cultural tradition

different cultures

international customers

personal space slide