Professional Documents
Culture Documents
LEARNING MODULE
BLENDED FLEXIBLE LEARNING
Tourism and Hospitality Service Quality Management (THCC 216)
AN OVERVIEW
INTRODUCTION
Culture is considered to be the underlying values that direct how people behave.
Cultural diversity in the workplace is a result of practices, values, traditions, or
beliefs of employees based on race, age, ethnicity, religion, or gender.
LEARNING OUTCOMES
At the end of this module, you should be able to:
1. To identify the importance of cultural diversity.
2. To understand the concept of cultural diversity.
3. To identify the challenges and problems with cultural diversity.
LEARNING RESOURCES
LEARNING INPUTS
1
harder to identify and which can be defined after knowing the employee for a longer
period of time, such as attitudes, values, traditions and principles.
2
In order to make the hospitality business a successful work environment,
Human Resources managers and leaders must redefine diversity management and
leadership. They have to define the motives behind their interest in diversity and
identify the specific ways diversity will benefit their organizations. According to
Kreitz organizations should clearly explain the meaning of diversity with one or more
defining words in order to understand the framework of diversity.
higher profit, productivity.
Even though there are benefits to cultural diversity, there are also some
challenges. Cross-cultural challenges arise from cultural gaps. As the industry grows,
opportunities for misinterpretation and misunderstanding of workforce and
customer needs can be enhanced. In order to avoid cultural tensions and frustration
and successfully deal with multicultural employees, hospitality industry people must
recognize and understand the importance of cultural differences in meeting diverse
coworkers' and tourists' needs. However, there are a great amount of challenges in
terms of cultural diversity which organizations should regulate and not just
terminate. Racism, sexism, ageism, and homophobia are great challenging factors in
culturally diverse contexts which prohibit corporate teams from achieving their
goals.
3
principles of ethical decision-making certainly differ for the employees of the
organization with different values, beliefs, and rituals. Changes in values affect
people's thoughts and actions which likely results in conflicts. According to Reisinger
people who do not share cultural values have greater difficulties in understanding
each other. To that extent employee differences enhance the potential for conflicts
and misunderstandings.