1042693
Description
Flashcards by michael ha, updated more than 1 year ago
|
Created by michael ha
almost 10 years ago
|
|
| Question | Answer |
| Cultural Diversity | race language special needs disabilities family-structure age sexual preference Possible cultural differences may include but are not limited to: language spoken forms of address levels of formality/informality non-verbal behaviour work ethics personal grooming family obligations recognised holidays special needs product preferences |
| Workplace Diversity | A need for tolerance in the workplace and the importance of respect and sensitivity Proactive strategies Promoting workplace diversity Accommodating individual differences Culturally appropriate work practices Effective cross-cultural communication skills |
| Attempts to overcome language barriers may be made to: | give simple directions give simple instructions answer simple enquiries prepare for, serve and assist customers describe goods and services |
| Outside organisations may include but are not limited to: | interpretative services diplomatic services local cultural organisations appropriate government agencies educational institutions |
| Applicable legislation | Australian and state/territory anti-discrimination legislation Australian and state/territory equal opportunity legislation |
| Information/documents may include: | company plans/procedures enterprise plans/procedures organisational plans/procedures established plans/procedures Information/documents may include: workplace procedures guideline documents |
| misunderstandings and conflict | Conflict management resolution techniques workplace policy and procedures Individual responses to misunderstandings and conflict personal approach to management and resolution of conflict When and from whom to seek assistance |
| Customers in a socially diverse work environment | New Zealand – New Zealanders have a very similar culture to our own. In terms of service, they expect friendly, courteous and efficient service personnel and are generally a happy and easy going people. United Kingdom – Whilst much of our own culture has its origins in British culture, visitors from the United Kingdom, particularly England, have different expectations regarding service. They are not fond of the use of jargon and value privacy, punctuality and personal space. The use of formal greetings and the use of titles such as Mr and Mrs are also very important. United States of America – American tourists have high expectations when it comes to customer service. They like fast, efficient service and value for money. As tourists and shoppers, Americans are naturally curious and expect people in the hospitality industry to be knowledgeable and able to answer their questions. China and Japan – Whilst each Asian culture is very different, they generally have similar expectations when it comes to service. They prefer efficient and knowledgeable service, but do not like their service people to be overly friendly. Avoid handshaking; instead greet Asian visitors with a nod and a slight bow. Many Asian cultures consider pointing to be rude, so avoid pointing and use an open palm to gesture or give directions. Avoid eye contact as it can be seen as a gesture of intimidation. |
| Customers from indigenous groups within the hospitality industry | Indigenous groups – people from an Aboriginal or Torres Strait Islander background are often the victims of ignorance when it comes to cultural understanding. They can be stereotyped in ways that are both inaccurate and inappropriate. |
| Disability groups | - physical or intellectual conditions All Australian businesses are required by law to make their services available to all persons regardless of disability. Modifications include the installation of ramps and wider walkways, access to Braille menus and having some staff members trained in sign language or have access to interpreters. |
| Workplace/employer strategies: | Staff training Using staff cultural skills Promoting cultural celebrations Use a variety of communication methods – written communication can come in many forms and using a variety of techniques can help improve cross-cultural relations within a workplace. The use of pictorial signs can convey information quickly and easily. |
| Individual strategies to deal with cross cultural misunderstandings | -Learn a few basic terms in another language. -Develop an understanding and tolerance of cultural diversity. -Overcome personal prejudice and assumptions. -Use non-verbal communication skills. -Actively seek to break down barriers in the workplace. -Maintain professionalism at all times. |
Want to create your own Flashcards for free with GoConqr? Learn more.