1. WORK in SOCIAL DIVERSE ENVIRONMENT
Work in Social Diverse Environment- SITXCOM001A
WORK in SOCIAL DIVERSE ENVIRONMENT
AGENDA
TOPIC 5: Problem / Conflict solving
-Cross-cultural conflict
-Misunderstanding in the workplace
-Discrimination
Presentation_3 // 9 TAFE NSI Ryde/MB_ZGtbc_2013

2. On completion of this chapter you will be able to:
Identify some of the misconceptions held about different cultures we work with.
Describe issues that cause cross-cultural conflict or misunderstanding in the workplace between colleagues and customers.
Refer to page 79

3. What could go wrong?
Some examples of cultural misunderstanding 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 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 you enough food
In other cultures this is seen as an insult not to finish the mean and could mean you have not enjoyed the meal

4. Communicating across cultures
Often easier said than done!
Developing skills to facilitate cross-cultural communication is an important hospitality skill
When communicating verbally, don’t speaker louder (the other person isn’t deaf!), speaker clearly.
When using nonverbal communication, use graphics and appropriate body language.
Refer to Page 121

5. Non-verbal communication with different cultural groups
Use pictures, diagrams and open body language where no common spoken language exists
Nod to confirm ‘yes’
Shake head to indicate ‘no’
Smile
Refer to page 122

6. Keep in mind …
Our body language often says more about what we are saying than the spoken word
A smile crosses all boundaries
Get help from colleagues when needed
First impressions are lasting
Refer to page 123

7. Cross-cultural misunderstandings
Cross-cultural misunderstandings, or conflict, usually occurs because of cultural differences and ignorance arising from those differences.
Refer to page 124

8. Cross-cultural misunderstanding
It can also occur as a result of
Frustration when trying to communicate
Lack of willingness to make an effort
Preconceived ideas
Misconceptions about other cultures
Prejudice
Stereotyping
Racism
Fear and anxiety
Refer to page 125

9. Misconceptions
Many cross-cultural conflicts arise from preconceived ideas and misconceptions about a persons culture, religion, nationality or race.
This can lead to prejudice and racism.
Keep in mind we are all also of one race – the human race
Refer to page 125

10. Causes of cross-cultural conflict
Work ethic differences
Festivals and national holidays
Race and discrimination
Family and social obligations
Communication difficulties
Religious differences
Ignorance
Prejudice
Refer to page 128

11. Resolve conflict
Make an effort to resolve conflict quickly and amicably…and learn from the experience

12. 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 or not?
Have you analysed the possible language barriers? What could they be? How can you overcome them?
Provide 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.

13. 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.

14. How you can help to resolve misunderstandings
Follow recognised complaint handling or problem solving procedure ensuring you:
Establish good customer service practices including:
- tolerance or peoples’ differing beliefs and values
- providing a prompt response to resolves 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 Resources Office
- Supervisors
- Departmental managers
- Wherever appropriate

15. Organisational Strategies
Staff training
Using staff cultural skills – language and greetings
Written communication and signs in difference 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

16. 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
Refer to page 95

17. What is ‘race’? A group of people sharing a distinct ethnic origin.
Refer to page 95

18. What is ‘prejudice’
A preconceived unfavourable opinion about something or someone, often formed without personal knowledge or experience.
Refer to page 95

19. What is ‘racism’
The belief that one person (race) is inferior to another based on the principle that certain characteristics make it so.
Refer to page 95

20. Misunderstandings in the workplace
Work ethic differences
Festivals and national holidays
Race and discrimination
Family and social obligations
Communication difficulties
Religious differences
Ignorance
Prejudice
Refer to page 97

21. What is ‘discrimination’?
Treating a person differently from another in similar circumstances because of characteristics that have no relevance to the situation.
Discrimination is illegal.
Refer to page 98

22. Racial discrimination
Treating a person less favourably than another in similar circumstances because of their race, religion, colour or nationality.
Refer to page 98

23. Sexual discrimination
Treating a person less favourably than another because of their sex, marital status, sexual preference or pregnancy in otherwise similar situations.
Refer to page 98

24. Activity:
Group activity: In a typical week identify one or two situations that you participate in which involved misunderstandings, discrimination, etc.. and describe what your identity / role is in each of these and as well what kind of resolution / problem solving you have applied or not. Discuss within your group.