VETBusiness Partnerships on Workbased learning and Apprenticeships VET
VET-Business Partnerships on Work-based learning and Apprenticeships VET 2 Business Curriculum: Successfully master intercultural encounters Module name: Building trust and relationship at international level Module code: VET 2 B_IC-3 Unit name: Positive relations with international guests and colleagues Unit code: IC-3. 2 Author: CIT Gmb. H Project Number: 585211 -EPP-1 -2017 -1 -EL-EPPKA 3 -VET-APPREN
Aims and Objectives Our world is becoming more interconnected. Businesses are rapidly expanding into global markets. People travel for pleasure, business and education. And there are increasing opportunities for people to move, either temporarily or permanently, to other countries. So the workplace is becoming more diverse. So we need to find ways of empowering culturally diverse teams to work together effectively. Therefore in this presentation you will learn how to establish good relations with international people and how intercultural teambuilding works. The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Learning outcomes At the end of this presentation, you will be able to outline, what does courtesy and hospitality mean in other cultures and to establish and maintain good relations with international guests and colleagues The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Table of contents • Section 1 – Courtesy and hospitality in other cultures • Section 2 – Intercultural teambuilding • Section 3 – Measures to establish good relations with international guests • List of references • Presenter’s page The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Courtesy and hospitality in other cultures Cultural diversity management Ø In the hospitality industry diverse cultures infuse on a daily basis There are several contrasts between employees or between a customer and an employee in the hospitality organization Ø Cultural diversity management is necessary in order to understand the variability of cultures that appear inside the organization Ø It is important to recognize cross-cultural behavior if the company wants to have a competitive advantage in the hospitality industry Ø Cultural variability involves both recognizing differences and accepting them Ø Acceptance is a respect of culture and appreciation of differences in culture, such as values, norms, styles, behavior The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Courtesy and hospitality in other cultures Ø First of all it is important to understand cultural differences across countries in order to discern the ways that business is done across different cultures we have to diversify between different national cultures, the dimensions of culture and their impact on business setting Ø Recommended framework is Hofstede’s cultural dimensions (Geert Hofsted, created in 1980) Hofstede identified six categories that define culture: Ø These framework can be applied to many everyday intercultural encounters and provide explanation for people’s values and behavior The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Courtesy and hospitality in other cultures Ø If you want to go more in-depth, you have to consider the following aspects culture refers to: 1. Human environment 2. Social heritage and traditions 3. Way of life; Rules of social life 4. Behavior 5. Dress and appearance 6. Food and eating habits 7. Sense of self 8. Relationships The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Courtesy and hospitality in other cultures Implementation of Cultural diversity Ø In the future, the global market becomes more diverse and cultures infuse across borders and barriers Cultural diversity will continue to grow Ø Cultural diversity has been considered in the hospitality industry but is not carefully implemented There should be more research conducted on cultural diversity training It is important to recognize cross-cultural behavior with the explicit intention of creating and maintaining cultural competence in the hospitality industry There is a strong need for changing the attitudes of employees through cultural diversity education and training in the future Ø Cultural sensitivity is not something you can acquire overnight you have to develop a openness and empathy with other cultures The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Intercultural teambuilding Definition: Ø Intercultural teambuilding is a essential foundation for the team to be effective Ø There are particular challenges with a culturally diverse or international team people from different cultures may have very different perceptions (through extremely different histories, other beliefs and values) Intercultural Team building helps to develop trust amongst team members that may have these different backgrounds The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Intercultural teambuilding in tourism industry Ø The primary basis of tourism are relationships and relationship building Ø development of an proper networking and relationships is necessary to create a safe environment - crucial for all people who work in the tourism industry (from frontline personnel to tourism security professionals) - essential in every aspect of the tourism and travel business The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Intercultural teambuilding Aims of Intercultural Teambuilding ü create common ground while working together ü exchange about cultural and intercultural issues, differing understandings and procedures ü Team members create together a behavior code of how they would like to organize their teamwork to be able to take full advantage of the potential of the various cultures This enables: • Smooth cooperation in intercultural teams • Seamless (intercultural) communication • Above average staff motivation in intercultural teams • Seamless development of new potential from the various (business) cultures, successful intercultural project management • New thinking and solution strategies • Early recognition of conflict and finding solutions • Avoiding or minimalizing culture shock • Avoiding bad investments The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Measures to establish good relations with international guests ! Relationships are key to success ! Measures to establish good relations: Ø The stronger a clear relationship between good service, a clean and well-cared environment and safety & security, the greater the chances to succeed Ø Review relationships in shoulder-season: Ask yourself how you can develop relationships that add value to your total tourism product Ø Avoid this mistake: Many regions involved in tourism and travel see themselves as the ultimate destination rather than part of a tourism process Ø Think of relationship building as being multi-directional: develop relationships within your organization and outside of your tourism organization, work with city and national governments, build relation- ships with the local populations Ø All tourism professionals have to think about how he/she is part of the total marketing package, how he/she can cut costs, produce more for less and create more satisfied customers The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Measures to establish good relations with international guests Good practices should consider to establish good relationships (1/2) Ø Take sufficient time, commitment and support Ø Set clear expectations: - in other parts of the world there are some very different views on what is appropriate and what is not - discussion procedures with your entire team, and invite questions so that everyone understands what is expected of them Ø Provide a Cultural Diversity Training Program It is important for all team members to gain a deep understanding that: - We all have different beliefs and values - Each of us tend to think that we are right and others are wrong (ethnocentrism) - We have to open our minds to other perceptions - Conflict is normal, but needs to be managed respectfully The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Measures to establish good relations with international guests Good practices should consider to establish good relationships (2/2) Ø Encourage the use of different modes of communication People from other cultures may have varied levels of competence with English language: - Encourage the team to compliment verbal communication with written and visual (diagrams, photos, etc. ) to get key concepts across - Use examples and tell stories about your own experiences - Face to face meetings could include whiteboards, blackboards, large sheets of paper and markers, etc. - Use tools for online meetings that allow for both audio (discussion) written (text message) and other visual (slides, videos, etc. ) Ø Allow sufficient time in a low stress environment: - Stress can greatly inhibit trust building, can lead to conflict, can result in long lasting resentment and mistrust - Start your team with non-critical work which will allow them to develop their team process and communication skills - Make sure they have a solid foundation and gradually build up the complexity of their tasks - Allow them to experience success early and often The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Measures to establish good relations with international guests Ø Intercultural Teambuilding can be designed to meet client’s individual needs Ø From a holistic point of view the participants will interactively experience the varying views, thinking and action patterns of the nationalities involved Ø They will work out parallels and differences for each culture which lead to an surprising, exciting, new understanding Ø There are many interactive methods including: Individual and small-group work Short input sessions Experience transfer and exchange Exercises for self-reflection Best practice and case studies Self-tests Group discussion Role plays The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Measures to establish good relations with international guests Build intercultural leadership skills The following video will provide you with an understanding of intercultural awareness and communication. Through brief, highly focused lessons, you can develop team management skills: https: //strategic-manager. teachable. com/p/cross-culturalleadership-foundation/ The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
List of references - https: //www. theseus. fi/bitstream/handle/10024/55331/Korjala_Veera. pdf - http: //www. tourismandmore. com/tidbits/relationship-building/ - https: //www. svetys. net/tl_files/data_svetys/pdf/coaching_training/intercultural_teambuilding. pdf - https: //insights. ehotelier. com/insights/2017/03/17/understanding-cultural-differences-hospitality/ - https: //corporatefinanceinstitute. com/resources/knowledge/other/hofstedes-cultural-dimensions-theory/ - https: //www. nmcstrategicmanager. com/cross-cultural-leadership/4 -tips-cross-cultural-team-building/ The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Sources of pictures - Picture slide 2: https: //pixabay. com/de/illustrations/händedruck-handschlag-bezug-2009195/ - Picture slide 6: https: //corporatefinanceinstitute. com/resources/knowledge/other/hofstedes-culturaldimensions-theory/ - Picture slide 7: https: //pixabay. com/de/illustrations/willkommen-wörter-gruß-sprache-905562/ - Picture slide 9: https: //pixabay. com/de/illustrations/geschäft-baum-wachstum-erfolg-team-1137367/ - Picture slide 12: https: //pixabay. com/de/photos/mann-menschen-leistung-afrikanische-3230661/ The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
Presenter’s page Centrum für Innovation und Technologie Gmb. H Inselstraße 30/31 03149 Forst (Lausitz) info@cit-wfg. de CIT Gmb. H www. cit-wfg. de The European Commission support for the production of this presentation does not constitute endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein
VET-Business Partnerships on Work-based learning and Apprenticeships Thank you for your attention! www. vet 2 business. eu @VET 2 Business @Vet 2 business. P Any copyright and Intellectual property laws must be respected and are the responsibility of the author. Project Number: 585211 -EPP-1 -2017 -1 -EL-EPPKA 3 -VET-APPREN
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