Work in a Socially Diverse Environment MANAGE WORKPLACE DIVERSITY A diverse and challenging work environment

Emotional intelligence Knowing one’s emotions Regulating one’s emotions Being self-motivating Recognising emotions in others (empathy) Handling relationships

Friendliness Debate or discuss You can’t be too friendly! Customers will love it!

Etiquette Etiquette refers to standards of formal behaviour. This differs from culture to culture. Compare wedding etiquette for example.

Protocol This is very similar to etiquette and is important when providing service to dignitaries and heads of state.

Special needs Those with a disability Those with language needs Unaccompanied children Parents with young children Pregnant women Elderly people ‘Would you like some help?’

Teamwork Support and respect towards team members Creating work goals for the team Meeting deadlines Accommodating differences Providing assistance Responding to feedback Building quality service through continuous improvement

Teamwork Debate or discuss: Tips belong to the server

Cultural differences Hofstede (1983), well known for his work in cross-cultural communication, identified cultural dimensions: Individualist vs collectivist cultures Power distance This has important implications for team work.

Cultural differences These cultural dimensions affect people’s communication styles and how the composition of the team impacts upon effectiveness of the team Composition of the team = team mix = who is in the team

Cultural differences Power distance indicates the extent to which a society accepts differences in power and authority High power distance – great respect for authority makes it difficult to discuss problems with senior staff Low power distance – encourages closer relationships at all levels with less regard for formal lines of authority

Cultural differences Individualism indicates defending own interests and showing individual initiative Collectivism indicates high conformity to group norms and showing loyalty to others

Individualism vs. collectivism

Individualism vs. collectivism

Team composition Skills Personalities Roles and seniority Diversity Size Flexibility Preference for teamwork Continuity in team membership Status of members (casual vs. full-time)

Motivating teams Debate or discuss ‘I prefer team goals/I prefer individual goals’ ‘In my culture we never question the boss’ ‘I don’t want to be employee of the month’

Effective teams Contribute ideas Help others Give feedback Check understanding Ask questions Respect differences Follow procedures Share leadership Agree on goals

Teamwork Conflict in diverse teams: similarity- attraction and social categorisation Managing diverse teams Trust and cooperation Organisational learning Innovations Problem-solving

Cultural diversity Language spoken Forms of address and greeting Levels of formality Appropriate non-verbal communication Dress and appearance Customs and beliefs Food preferences and restrictions

Age differences Debate or discuss: ‘High income singles are the most difficult customers’ ‘Stereotypes are dangerous as not everyone fits the same profile’

Work in a Socially Diverse Environment END OF PRESENTATION DO YOU HAVE ANY QUESTIONS? THANK YOU FOR YOUR ATTENTION 