Professional Documents
Culture Documents
* Strategies:
Have a quick look at the whole group of questions to check you can locate the relevant
information in the reading passage quickly.
Questions are often in order, so you don’t need to read them all at once. Read up to 2
questions at a time and identify the type and form of the missing word(s).
Underline the key word in the question and work out its equivalent in the reading text.
Once you’ve found an answer, double check if it fits both grammatically and semantically. Copy
the exact word(s) from the passage for your answer.
Australian culture and some students may be critical of others who they
perceive as doing nothing but study. Australian
culture shock notions of privacy mean that areas such as
financial matters, appearance and relationships are
by Anna Jones and Xuan Quach only discussed with close friends. While people
may volunteer such information, they may resent
Sometimes work, study or a sense of adventure take someone actually asking them unless the
us out of our familiar surroundings to go and live in friendship is firmly established. Even then, it is
a different culture. The experience can be difficult, considered very impolite to ask someone what
even shocking. they earn. With older people, it is also rude to ask
how old they are, why they are not married or
Almost everyone who studies, lives or works why they do not have children. It is also impolite
abroad has problems adjusting to a new culture. to ask people how much they have paid for
This response is commonly referred to as ‘culture something, unless there is a very good reason for
shock’. Culture shock can be defined as ‘the physical asking.
and emotional discomfort a person experiences
when entering a culture different from their own’ Kohls (1996) describes culture shock as a process of
(Weaver, 1993). change marked by four basic stages. During the
first stage, the new arrival is excited to be in a new
For people moving to Australia, Price (2001) has place, so this is often referred to as the
identified certain values which may give rise to “honeymoon” stage. Like a tourist, they are
culture shock. Firstly, he argues that Australians intrigued by all the new sights and sounds, new
place a high value on independence and personal smells and tastes of their surroundings. They may
choice. This means that a teacher or course tutor have some problems, but usually they accept them
will not tell students what to do, but will give them as just part of the novelty. At this point, it is the
a number of options and suggest they work out similarities that stand out, and it seems to the
which one is the best in their circumstances. It also newcomer that people everywhere and their way
means that they are expected to take action if of life are very much alike. This period of euphoria
something goes wrong and seek out resources and may last from a couple of weeks to a month, but
support for themselves. the letdown is inevitable.
Australians are also prepared to accept a range of During the second stage, known as the ‘rejection’
opinions rather than believing there is one truth. stage, the newcomer starts to experience
This means that in an educational setting, students difficulties due to the differences between the new
will be expected to form their own opinions and culture and the way they were accustomed to
defend the reasons for that point of view and the living. The initial enthusiasm turns into irritation,
evidence for it. frustration, anger and depression, and these
feelings may have the effect of people rejecting the
Price also comments that Australians are new culture so that they notice only the things that
uncomfortable with differences in status and hence cause them trouble, which they then complain
idealise the idea of treating everyone equally. An about. In addition, they may feel homesick, bored,
illustration of this is that most adult Australians call withdrawn and irritable during this period as well.
each other by their first names. This concern with
equality means that Australians are uncomfortable Fortunately, most people gradually learn to adapt
taking anything too seriously and are even ready to to the new culture and move on to the third stage,
joke about themselves. known as ‘adjustment and reorientation’. During
this stage a transition occurs to a new optimistic
Australians believe that life should have a balance
between work and leisure time. As a consequence,
In Kohls’s model, in the fourth stage, newcomers undergo a process of adaptation. They have
settled into the new culture, and this results in a feeling of direction and self-confidence.
They have accepted the new food, drinks, habits and customs and may even find themselves
enjoying some of the very customs that bothered them so much previously. In addition, they
realise that the new culture has good and bad things to offer and that no way is really better
than another, just different.
Questions 1-7
Complete the table below, using NO MORE THAN TWO WORDS from the reading
passage for each answer.
Journalists are now used to having their articles commented on by dozens of readers. Indeed,
many bloggers develop and refine their essays as a result of these comments. Yet although
people have tried to have scientific research reviewed in the same way, most researchers
only accept reviews from a few anonymous experts. When Nature, one of the world's most
respected scientific journals, experimented with open peer review in 2006, the results were
disappointing. Only 5% of the authors it spoke to agreed to have their article posted for
review on the web—and their instinct turned out to be right, because almost half of the
papers attracted no comments. Michael Nielsen, an expert on quantum computers, belongs
to a new wave of scientist bloggers who want to change this. He thinks the reason for this the
lack of comments is that potential reviewers lack of incentive.
Questions 1-4
Complete the note below, using NO MORE THAN TWO WORDS from the reading passage
for each answer.
Questions 5-7
Answer the questions below, using NO MORE THAN TWO WORDS from the reading
passage for each answer.
Introducing dung1 beetles into a pasture is a simple process: approximately 1,500 beetles are
released, a handful at a time, into fresh cow pats2 in the cow pasture. The beetles immediately
disappear beneath the pats digging and tunneling and, if they successfully adapt to their new
environment, soon become a permanent, self-sustaining part of the local ecology. In time they
multiply and within three or four years the benefits to the pasture are obvious.
Dung beetles work from the inside of the pat so they are sheltered from predators such as birds
and foxes. Most species burrow into the soil and bury dung in tunnels directly underneath the
pats, which are hollowed out from within. Some large species originating from France excavate
tunnels to a depth of approximately 30 cm below the dung pat. These beetles make sausage-
shaped brood chambers along the tunnels. The shallowest tunnels belong to a much smaller
Spanish species that buries dung in chambers that hang like fruit from the branches of a pear
tree. South African beetles dig narrow tunnels of approximately 20 cm below the surface of the
pat. Some surface-dwelling beetles, including a South African species, cut perfectly-shaped balls
from the pat, which are rolled away and attached to the bases of plants.
For maximum dung burial in spring, summer and autumn, farmers require a variety of species
with overlapping periods of activity. In the cooler environments of the state of Victoria, the
large French species (2.5 cms long), is matched with smaller (half this size), temperate-climate
Spanish species. The former are slow to recover from the winter cold and produce only one or
two generations of offspring from late spring until autumn. The latter, which multiply rapidly
in early spring, produce two to five generations annually. The South African ball-rolling species,
being a sub-tropical beetle, prefers the climate of northern and coastal New South Wales where
it commonly works with the South African tunneling species. In warmer climates, many species
are active for longer periods of the year.
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Glossary : 1. dung: the droppings or excreta of animals 2. cow pats: droppings of cows
Question 9 – 13
Complete the table below. Choose NO MORE THAN THREE WORDS from the passage for each answer.
Write your answers in boxes 9-13 on your answer sheet.
Within Australia, Australian Hotels Inc. (AHI) operates nine hotels and employs over 2000 permanent full-
time staff, 300 permanent part-time employees and 100 casual staff. One of its latest ventures, the Sydney
Airport hotel (SAH), opened in March 1995. The hotel is the closest to Sydney Airport and is designed to
provide the best available accommodation, food and beverage and meeting facilities in Sydney's southern
suburbs. Similar to many international hotel chains, however, AHI has experienced difficulties in Australia
in providing long-term profits for hotel owners, as a result of the country's high labour-cost structure. In
order to develop an economically viable hotel organisation model, AHI decided to implement some new
policies and practices at SAH.
The first of the initiatives was an organisational structure with only three levels of management - compared
to the traditional seven. Partly as a result of this change, there are 25 per cent fewer management
positions, enabling a significant saving. This change also has other implications. Communication, both up
and down the organisation, has greatly improved. Decision-making has been forced down in many cases
to front-line employees. As a result, guest requests are usually met without reference to a supervisor,
improving both customer and employee satisfaction.
The hotel also recognised that it would need a different approach to selecting employees who would fit in
with its new policies. In its advertisements, the hotel stated a preference for people with some 'service'
experience in order to minimise traditional work practices being introduced into the hotel. Over 7000
applicants filled in application forms for the 120 jobs initially offered at SAH. The balance of the positions
at the hotel (30 management and 40 shift leader positions) were predominantly filled by transfers from
other AHI properties.
A series of tests and interviews were conducted with potential employees, which eventually left 280
applicants competing for the 120 advertised positions. After the final interview, potential recruits were
divided into three categories. Category A was for applicants exhibiting strong leadership qualities,
Category C was for applicants perceived to be followers, and Category B was for applicants with both
leader and follower qualities. Department heads and shift leaders then composed prospective teams using
a combination of people from all three categories. Once suitable teams were formed, offers of employment
were made to team members.
Another major initiative by SAH was to adopt a totally multi-skilled workforce. Although there may be some
limitations with highly technical jobs such as cooking or maintenance, wherever possible, employees at
SAH are able to work in a wide variety of positions. A multi-skilled workforce provides far greater
management flexibility during peak and quiet times to transfer employees to needed positions. For
example, when office staff are away on holidays during quiet periods of the year, employees in either
food or beverage or housekeeping departments can temporarily.
The most crucial way, however, of improving the labour cost structure at SAH was to find better, more
productive ways of providing customer service. SAH management concluded this would first require a
process of 'benchmarking'. The prime objective of the benchmarking process was to compare a range of
service delivery processes across a range of criteria using teams made up of employees from different
departments within the hotel which interacted with each other. This process resulted in performance
measures that greatly enhanced SAH's ability to improve productivity and quality.
The front office team discovered through this project that a high proportion of AHI Club member
reservations were incomplete. As a result, the service provided to these guests was below the standard
promised to them as part of their membership agreement. Reducing the number of incomplete
reservations greatly improved guest perceptions of service.
In addition, a program modelled on an earlier project called 'Take Charge' was implemented. Essentially,
Take Charge provides an effective feedback loop from both customers and employees. Customer
comments, both positive and negative, are recorded by staff. These are collated regularly to identify
opportunities for improvement. Just as importantly, employees are requested to note down their own
suggestions for improvement. (AHI has set an expectation that employees will submit at least three
suggestions for every one they receive from a customer.) Employee feedback is reviewed daily and
suggestions are implemented within 48 hours, if possible, or a valid reason is given for non-
implementation. If suggestions require analysis or data collection, the Take Charge team has 30 days in
which to address the issue and come up with recommendations.
Although quantitative evidence of AHI's initiatives at SAH are limited at present, anecdotal evidence
clearly suggests that these practices are working. Indeed AHI is progressively rolling out these initiatives in
other hotels in Australia, whilst numerous overseas visitors have come to see how the program works.
Questions 6-13
Complete the following summary of the last four paragraphs of Reading Passage using NO MORE THAN
TWO WORDS from the Reading Passage for each answer.
Teams of employees were selected from different hotel departments to participate in a (6) ___________
exercise. The information collected was used to compare (7) ______________ processes which, in turn,
led to the development of (8) ______________ that would be used to increase the hotel's capacity to
improve (9) ______________ as well as quality. Also, an older program known as (10)_____________
was introduced at SAH. In this program, (11) _____________ is sought from customers and staff.
Wherever possible (12) ______________ suggestions are implemented within 48 hours. Other
suggestions are investigated for their feasibility for a period of up to (13)__________________.
When Ruth Hill Useem, a sociologist, first They have seen the world and often learnt several
coined this term in the 1950s, she spent a languages. More importantly, through friendships that
year researching expatriates in India. She cross the usual racial, national, or social barriers, they
discovered that folks who came from their home (or have also learned the very different ways people can
first) culture and moved to a host (or second) culture, see life. This offers a great opportunity to become social
had, in reality, formed a culture, or lifestyle, different and cultural bridges between worlds that traditionally
from either the first or second cultures. She called this would never connect. ATCK Mikel Jentzsch, author of a
the third culture and the children who grew up in this best selling book in Germany, Bloodbrothers - Our
lifestyle third culture kids. At that time, most expatriate Friendship in Liberia, has a German passport but grew
families had parents from the same culture and they up in Niger and then Liberia. Before the Liberian civil
often remained in one host culture while overseas. war forced his family to leave, Mikel played daily with
those who were later forced to become soldiers for that
This is no longer the case. Take, for example, Brice war. Through his eyes, the stories of those we would
Royer, the founder of TCKid.com. His father is a half- otherwise overlook come to life for the rest of us.
French/half-Vietnamese UN peacekeeper while his
mom is Ethiopian. Brice lived in seven countries before Understanding the TCK experience is also important for
he was eighteen including France, Mayotte, La other reasons. Many ATCKs are now in positions of
Reunion, Ethiopia, Egypt, Canada, and England. He influence and power. Their capacity to often think
writes, “When people ask me ‘Where are you from?,’ I “outside the box” can offer new and creative thinking
just joke around and say, ‘My mom says I’m from for doing business and living in our globalising world.
heaven’.” What other answer can he give? But that same thinking can create fear for those who
see the world from a more traditional world view.
ATCK Elizabeth Dunbar’s father, Roy, moved from Neither the non-ATCKs or ATCKs may recognise that
Jamaica to Britain as a young boy. Her mother, there may be a cultural clash going on because, by
Hortense, was born in Britain as the child of Jamaican traditional measures of diversity such as race or gender,
immigrants who always planned to repatriate “one they are alike.
day”. While Elizabeth began life in Britain, her dad’s
international career took the family to the United In addition, many people hear the benefits and
States, then to Venezuela and back to living in three challenges of the TCK Profile described and wonder why
different cities in the US. She soon realised that while they relate to it when they never lived overseas because
racial diversity may be recognised, the hidden cultural of a parent’s career. Usually, however, there have
diversity of her life remained invisible. grown up cross-culturally in another way, perhaps as
children of immigrants, refugees, bi-racial or bi-cultural
Despite such complexities, however, most ATCKs say unions, international adoptees, even children of
their experience of growing up among different minorities. If we see the TCK experience as a Petri dish
cultural worlds has given them many priceless gifts.
of sorts – a place where the effects of growing up among many cultural worlds accompanied by a
high degree of mobility has been studied – then we can look for what lessons may also be relevant to
helping us understand issues other cross-cultural kids (CCKs) and others may also face. It is possible
we may discover that we need to rethink our traditional ways of defining diversity and identity. For
some, as for TCKs, “culture” may be something defined by shared experience rather than shared
nationality or ethnicity. In naming our stories and developing new models for our changing world,
many will be able to recognise and use well the great gifts of a cross-cultural childhood and deal
successfully with the challenges for their personal, communal, and corporate good.
Questions 1-7
Complete the note below, using NO MORE THAN THREE WORDS from the reading
passage for each answer.