1. Work in A Socially Diverse Environment
Elements of Cultural Diversity
Dealing with Misunderstandings
Work in a Socially Diverse Environment

2. Work in a Socially Diverse Environment
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
Work in a Socially Diverse Environment

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
Russia
So it is important you develop an awareness of their different cultural expectations
Work in a Socially Diverse Environment

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/Celebrations
Social institutions Work Ethics
Customs Religions Beliefs
Beliefs Myths and legends
Rituals Values
Laws Concept of self
Ideas & Thoughts Morals
Language Accepted behavior
Art and Artifacts Family Structure
Interpersonal relationships
Communication
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

7. 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
Work in a Socially Diverse Environment

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 environment
MULTICULTURALISM
Is a term describing the cultural and ethnic diversity of contemporary Australia
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

11. Work in a Socially Diverse Environment
WORLD RELIGIONS
CHRISTIANITY
JUDAISM
HINDUISM
ISLAM
BUDDHISM
Sikhism
Work in a Socially Diverse Environment

12. Work in a Socially Diverse Environment
CHRISTIANITY
Based on the life of Jesus Christ - believe there is one God.
Most followers belong to either:
Catholic
Protestant
Eastern Orthodox
Sunday 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

13. Work in a Socially Diverse Environment
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 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
Work in a Socially Diverse Environment

14. Work in a Socially Diverse Environment
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 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
Work in a Socially Diverse Environment

15. Work in a Socially Diverse Environment
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
Work in a Socially Diverse Environment

16. Work in a Socially Diverse Environment
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
Work in a Socially Diverse Environment

17. Work in a Socially Diverse Environment
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
Don’t steal
Don’t commit adultery
Tell no lies
Don’t drink intoxicants or take drugs
Usually vegetarians and don’t drink alcohol
Work in a Socially Diverse Environment

18. Work in a Socially Diverse Environment
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
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

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.
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

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 managers
Wherever appropriate
Work in a Socially Diverse Environment

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
Work in a Socially Diverse Environment

24. Work in a Socially Diverse Environment
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