問題一覧
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managing the diverse needs and preferences of employees
diverse employee needs
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technology advances, rapidly altering customer bases and major legislative changes
businesses operate in and ever-changing environment
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refers to the existence of different cultures, values, beliefs amd pracyices within community
cultural diversity
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asean countries receive from many of the above mentioned regions
tourists
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because it encompasses both visible and unseen human aspects
multidimensional
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unintentionally offending guest
cultural insensitivity
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features of culture
dynamic learnt non-uniform
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culture is not an inherited trait
learnt
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diversity may provide a competitive advantage but can lead to firms demise
pros and cons
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developed trompenaars and hampden-turner model
fons trompenaars and charles hampden-turner
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edward developed edward and mildred hall model in
1950s
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adresses diversity issues as they arise often reactively
problem-focused approach
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is the way we recognize the individual differences
diversity
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focuses on meeting legal requirements and avoiding lawsuits
compliance-based approach
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two broad categories of edward and mildred hall model
high context cultures low context cultures
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emphasizes creating culture of inclusion
inclusion-based approach
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addresses fundamental assumptions, attitudes, ideas
cultural change
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indentities are influenced by and contribute to the development of one's identity
religion ancestry skin color language class education profession skill family political attitudes
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employee who use the the products offered by their colleagues in same organization
internal customers
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edwards wife contributed to the development and refinement of the model particularly focusing in the behavioral
mildred hall
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helps explain how diff culture deals with issues like authority
trompenaars and hampden-turner model
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framework for understanding cultural differences and communication styles
edward and mildred hall model
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what person is born into
internal diversity
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understanding and catering to the diverse needs and preferences of the guest
enhance guest experience
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inclusive policies and practices
develop inclusive policies implement inclusive policies ensure accountability
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culture came from the latin word
cultura
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challenges of cultural diversity
communication employee resistance to change workplace diversity implementation diversity in the workplace implementation
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having the knowledge, skills and attitudes necessary to understand with people from diverse cultural background
cultural competence
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accepting the full range of human characteristics across varios identities
acceptance
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2 aspects of notion of diversity
acceptance respect
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more than race and age
diversity
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the organization acknowledge that there are different perspective but chooses not to address
the compliance organization
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key aspect of cultural diversity
ethnicity language religion age disability sexual orientation socio economic nationality
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characteristics of cultural diversity
-affirmative action and equal opportunity arent enough when it comes to cultural diversity -cultural diversity encompasses not only basic characteristics but also secondary aspects -cultural diversity is continuous process rhat must be carried out in accordance with the changing requirements and expectations od adverse workforce
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elements of culture
art language law and politics technology social organization beliefs and values religious
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importance of cultural diversity management in hospitality
enhance guest experience competitive advantage improved employee relations increased revenue
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refers to the practices, policies and procedures implemented by hospitality organizations
cultural diversity management
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existence of different cultures, ethnicities, languages...within a society
cultural diversity
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promoting fairness, equality and human rights
social justice
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diverse workforce contains a broad variety of ideas representing a wide range of point of views and values
greater tolerance to different views
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reactive approaches
compliance-based approach problem-focused approach
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his model has been instrumenyal in helping people to understand how culture affects workplace interactions
geert hofstede
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helps us see different perspectives
diversity
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includes music, painting, dance...that represents cultural heritage and innovation
art
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developed by a society to meet its need and improve living condition
technology
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it must be learned via interaction
learnt
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diversity encompasses both differences and similarities among individuals
inclusion
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among the first to draw attention to diversity management
thomas r. roosevelt
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creating an environment where all individuals feel valued, respected and supported
inclusion
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which are physical characteristics that can be seen immediately
visible diversity
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which encompasses a blend of both visible and invisible diversity
personal diversity
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equality, kustice and full participation are characteristics of
multicultural organization
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people who are different and varrued attitudes, desire, ambitions...
diversity
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fosters a positive and inclusive work environment
improved employee relations
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focus on understanding how different cultures view and deal with such as time, relationships and environment
florence kluckhohn qnd fred strodtbeck model
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cultural awareness and training
cultural awareness and training diversity and inclusion training
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most organizations in contrast to multicultural organizations fall in into one or two categories
monolithic companies plural organization
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challenges and opportunities
language barriers cultural insentivity diverse employee needs market competition
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means a system of learned and shared beliefs
culture
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process of cultural diversity in management
planning and commitment cultural awareness and training inclusive policies and practices cultural accomodations and services continuous improvement
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dictate how people interact within the community
law and politics
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strategies in managing diversity management
planned approaches delibirate actions tactic and initiatives
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8 response to diversity
exclusion denial suppresion segregation assimilation tolerance connection establishing promoting mutual adaptation
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multicultural change in organization
structural change cultural change behavioral change
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father of diversity management
thomas r. roosevelt
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planning and commitment
establish a diversity vision secure leadership commitment develop a diversity strategy
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proactive approach
inclusion-based approach data-driven approach
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influence what is considered right or wrong
values
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a dutch social paychologist conducted research to identify how different cultures vary on several dimensions of behavior and values
geert hofstede
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company will have to overcome the continuous cultural and linguistic hurdles
communication
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shapes rituals, moral codes and a sense of purpose
religions
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communicating with other guest is a challenge
language barriers
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culture is something that changes
dynamic
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types of strategies in managing diversity management
short term strategies long term strategies pro active strategies ----
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which are central to understanding intercultural communication
high context and low context culture
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his work has been foundational in the study of intercultural communication
edward t. hall
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maintains the power of dominant groups in the organization and excludes the others
the exclusionary organization
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culture evolve through time
non-uniform
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features of diversity
multidimensional inclusion pros and cons
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six dimensions of national culture
power distance index individualism vs collectivism maculinity vs femininity uncertainty vs avoidance index long-term vs short term orientation indulgence vs restraint
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which are characteristics that are not externally seen
invisible diversity
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internal diversity
physical ability race ethnicity gender age sexual orientation
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determines how individuals interact, collaborate and establish hierarchies
social organization
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business must be able to respond quickly in changing customer needs
improved adaptability
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may be most difficult issue for any diveristy promoters
diversity in the workplace policy implementation
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developed by fons trompenaars and charles hampden-turner and focuse in seven dimensions of culture
trompenaars and hampden-turner model
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continuous improvement
guest feedback staff feedback cultural diversity metrics
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characteristics person is heavily influenced by
external diversity
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cultural accommodations and services
cultural accommmodations multilingual staff
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valuing the difference among individuals and groups
diversity
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culture components such as rituals, ideas, moral values...vary significantly
no -uniform
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individuals of different colors, genders, educational levels and variety of other elements of diversity are merging at work
businesses are growing more diverse across the board
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formal meaning is that indicates there is a point of differences
diversity
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the first step
monolithic stage stage of plural representatives extremely diverse model