Week (13)

1. Week (13) Address cross-cultural misunderstandings

2. Communicating across cultures • Introduction: • Often easier said than done! • Developing skills to facilitate cross-cultural communication is an important hospitality skill • When communicating verbally, don’t speak loud (the other person isn’t deaf!), speak clearly. • When using nonverbal communication, use graphics and appropriate body language.

3. Verbal communication with different cultural groups • Find out which of your colleagues speak which languages • Don’t use slang, humour or colloquialisms • Use short sentences • Speak slowly and clearly • Do not be condescending • Do not mimic an accent • Be courteous at all times

4. 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

5. 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

6. Cross-cultural misunderstandings • Cross-cultural misunderstandings, or conflict, usually occurs because of cultural differences and ignorance arising from those differences.

7. 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

8. 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.

9. What is ‘race’? • A group of people sharing a distinct ethnic origin. • However, keep in mind we are all also of one race – the human race!

10. What is ‘prejudice’ • A preconceived unfavourable opinion about something or someone, often formed without personal knowledge or experience.

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

12. Addressing difficulties in the workplace • Even in the absence of cultural differences, conflict arises in the workplace • Don’t assume however than ‘culture’ is the cause of a conflict. • To deny that conflict exists is to guarantee the problem will escalate • Don’t ignore conflict. Don’t pretend it will go away. Don’t think it is someone else's problem • Cross-cultural conflict can occur between colleagues and between us and customers.

13. 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

14. Resolve conflict • Make an effort to resolve conflict quickly and amicably (showing goodwill; friendly; peaceable)…and learn from the experience

15. 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.

16. Racial discrimination • Treating a person less favourably than another in similar circumstances because of their race colour or nationality.

17. Sexual discrimination • Treating a person less favourably than another because of their sex, marital status, sexual preference or pregnancy in otherwise similar situations.

18. Discrimination legislation • Discrimination legislation is not designed to deny us our rights to freedom of speech but to ensure that what we say and do does not impede on the rights of others to live free of vilification and to practise their religion of choice.

19. Legislations • Racial Discrimination Act 1975: makes it unlawful to discriminate against a person on the basis of their race, colour or national origin and aims to promote equality among all people. • Sex Discrimination Act 1984: protects people against sexual harassment, unfair dismissal and other forms of discrimination relating to gender.

20. Cont. • Racial & religious Tolerance Act 2001 ( in Victoria) and NSW Anti discrimination Act) which serve to protect Australians against racial and religious intolerance.

21. Sources of cross-cultural misunderstanding • Sources of cross-cultural misunderstandings: • People experiencing misunderstandings can feel • Discomfort • anxiety • frustration and anger • confusion • embarrassment • helplessness

22. Cont. • Strategies for minimising cultural misunderstandings: • handle sensitively and courteously • obtain full details of the situation from the affected person/s • offer apologies where appropriate • don’t give reasons or excuses • take the best course of action to resolve as quickly as possible • learn by ones mistakes • seek assistance from supervisor or manager if required

23. Cont. • Preventing cultural misunderstandings: • provide colleagues and customers with appropriate information • provide advise of cultural variations and practices, behaviour and opinions they may find different before they experience them • adapt own actions and behaviour in ways that are culturally appropriate • provide customers with appropriate tourism and hospitality products and services

24. Strategies to resolve cross-cultural misunderstandings • be prepared to resolve misunderstanding • remain calm • maintain objectivity • listen carefully • provide feedback • decide on the best course of action • take action to resolve the misunderstanding