Work in a Socially Diverse Environment A diverse

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

DIVERSITY PROBLEMS IN THE WORKPLACE Racism Sexual harassment Communication problems/language barriers Divisions b/w old and young staff Skills issues Motivation issues Conflicting beliefs and values in the workplace.

IDENTIFYING TRAINING NEEDS Observation (skills) Questionnaires (knowledge) Guest complaints Guest satisfaction surveys Staff feedback Mystery shoppers

MYSTERY SHOPPING Valuable customer service tool in retail, financial services and restaurant industries The goal of Mystery Shoppers is to: Establish professional standards and ethics for the industry Educate providers, clients, shoppers Improve quality of service Improve image of industry

ASSISTING COLLEAGUES As a colleague you can assist your coworkers by e. g. : Giving praise Encouraging to seek opinions from others in decision-making process Being flexible (working hours, methods etc. )

POSITIVE OUTCOMES The outcomes of such strategy may include: A multi-lingual workforce A workforce that reflects the diversity of the customer base Improved cross-cultural communication Education of the workplace Removal of prejudice and stereotyping

POSITIVE OUTCOMES Different perspectives on problem-solving Increased business with other countries and cultures Interesting work environments

Deal with Problems Arising From Diversity Issues Recognise workplace problems that arise from diversity issues promptly and take action to resolve the situation Identify training needs related to diversity issues and take appropriate action Use coaching and mentoring to assist colleagues to work successfully in a diverse environment

CONFLICT MANAGEMENT Conflict is a verbally and/or nonverbally expressed disagreement between individuals (employees etc. ) Question: Can conflicts ever be useful?

CONFLICT MANAGEMENT Answer: Conflicts may be productive if handled well They may help to develop confidence and even enhance relationships They may help to improve situations Conflict itself is not a problem, but how we resolve it!

CONFLICT MANAGEMENT Conflict management differs from country to country Some countries are more prone to complain, other to suffer in silence Differences also exist in how problems should be resolved; some only wants to air their grievances, while others want solutions

CONFLICT MANAGEMENT When dealing with a conflict situation, managers can use a range of techniques: Avoidance Accommodation Forcing Compromise Collaboration

DEALING WITH CONFLICT Identify the conflict situation Understand the causes of conflict Take charge of the conflict situation Escalate the situation to a superior if necessary

CONFLICT MANAGEMENT Steps in negotiating conflicts: 1) Research the conflict 2) Clarify the positions

CONFLICT MANAGEMENT Research the conflict Understanding the issues and stakeholders is essential to problem-solving as those involved will have different perceptions and desired outcomes Structural issues, such as organizational design and delegation of responsibility can sometimes cause differences of opinions

CONFLICT MANAGEMENT Clarify positions In negotiating a conflict resolution, clarifying positions of all parties can assist in better and faster solution In some cases, simply understanding the other’s point of view will be all that is required, as problem can simply emerge because the other party’s actions and goals are not clearly understood

CONFLICT MANAGEMENT In a global tourism and hospitality environment with a diverse customer base and an equally diverse workforce, strategic planning, flexibility and a constructive approach to problemsolving are essential

COMPLAINT HANDLING Service recovery leads to customer loyalty Attentive listening and problem solving can turn a complaint into a positive customer experience Many complaints are simply problems that need solutions

TIPS FOR ENSURING POSITIVE WORK INTERACTION MANAGE WORKPLACE DIVERSITY

DON’T MAKE ASSUMPTIONS Keep an open mind when collaborating with your colleagues Treat each person as an individual Do not stereotype

COMMUNICATE APPROPRIATELY Be aware of communication do’s and don’ts To better understand your colleagues and their needs, listen properly and don’t be afraid to ask clarifying questions Express yourself in a clear and concise matter Avoid using slang or idiomatic expressions, since individuals from different cultures may not understand them

BE AWARE OF FORMAL VS. INFORMAL WORK ENVIRONMENTS One common difference between workplaces across borders is the level of formality In some cultures, interactions are more reserved and employees do not address their supervisors by their first names By developing an understanding of how both commonalities and differences contribute to effective working relationships, the department will be able to operate more productively

BUILD RAPPORT As organizations continue to grow, the need to build personal relationships has taken on added importance Socializing with co-workers will help the communication process and make all of your colleagues feel more connected and a part of the team

Encourage Respect for Diversity in the Workplace Provide a role model for others through individual behaviour that demonstrates respect for diversity Develop work practices and undertake planning in a manner that shows respect for workplace diversity Assist and coach colleagues in ways of accepting diversity in relation to customers and other colleagues Initiate open communication and discussion about diversity issues among colleagues and team members

Diversity as an Asset Use diversity as an asset: Recognise and use the skills of a diverse workforce to enhance organisation performance Promote the benefits of productive diversity to colleagues Seek out information about emerging approaches to diversity and integrate into current work practice

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