09 TASK PERFORMANCE 01

Cross – Cultural and

Diversity Coaching

Submitted by:

Angel Karen Tagbo

Jhecelyn Macabuhay
Kurleen Masinsin

Submitted to:

Ms. Ma. Fhelmer Joy Sagun

I. Identify an International or culturally diverse tourism and hospitality enterprise within the
Philippines (preferably in your region) where you can gather or research information online
regarding the following:

 ESTABLISHMENT

Jollibee is a Filipino multinational chain of fast-food restaurants owned by Jollibee Foods

Corporation. As of April 2018, JFC had about 1,200 Jollibee outlets worldwide, with presence
in Southeast Asia, the Middle East, East Asia, North America, and Europe.
Interviewee: Alyssa Kate, Manager
Alyssa Kate, a 26-year-old manager at Jollibee in Tanay, has been in her position for 2 years and 5
months. In her role, she guides and supports individuals to enhance their professional performance
and achieve specific goals. For instance, Alyssa provides constructive feedback, sets action plans, and
assists employees in developing new skills or overcoming challenges. This proactive approach
contributes to a more effective and motivated workforce at the Jollibee branch in Tanay.
 COACHING
Jollibee Corporation has a coaching program. In their openness to innovative ideas, they discuss
that they make sure that their employees share a common purpose. They make sure that
everyone will understand the importance of core values because when we are in their
workplace they must understand, respect, and help each other to become a better person.
Coaching is one of the core values in Jollibee Foods Corporations. The leader/coach is our
mentor they help us and guide us, in that case they provide us to gain and to accomplish as
assigned goal.
Here are the coaching practices in Jollibee Tanay and the benefits associated with each:

* Regular Training Sessions:

Regular training sessions ensure that employees stay updated on the latest menu items, service
standards, and company policies. These sessions can cover various aspects, including food
preparation, customer interactions, and safety protocols.
* Benefits:
* Keeps staff informed and knowledgeable.
* Enhances individual and team skills.
* Maintains consistency in service quality.
* Team Building Activities
Team building activities are designed to strengthen the bond among Jollibee Tanay staff. These
activities may include games, workshops, or outings to foster teamwork, communication, and a
positive working atmosphere.
* Benefits:
* Builds camaraderie and trust among team members.
* Improves collaboration and communication.
* Boosts morale and employee satisfaction.
* Customer Service Workshops:
Workshops focused on customer service provide employees with the skills needed to deliver exceptional
service. Topics may include effective communication, problem-solving, and creating a positive customer
experience.
* Benefits:
* Enhances customer satisfaction and loyalty.
* Improves staff's ability to handle challenging situations.
* Contributes to a positive brand image.
* Recognition and Appreciation:
Implementing a recognition and appreciation program involves acknowledging and rewarding
employees for their hard work and achievements. This can be done through regular praise, awards, or
other forms of recognition.
* Benefits:
* Boosts employee motivation and morale.
* Encourages a positive work culture.
* Reinforces desired behaviors and performance

* Mentorship Programs
Mentorship programs involve pairing experienced staff members with newer employees, creating a
structured learning and support system. Mentors provide guidance, share insights, and assist mentees in
their professional development.
* Benefits:
* Facilitates knowledge transfer and skill development.
* Strengthens relationships within the team.
Accelerates the onboarding process for new employees. In summary, these coaching practices in Jollibee
Tanay contribute to the development of a skilled, cohesive, and customer-focused team. Regular
training ensures that staff remain proficient in their roles, while team-building activities foster a positive
work environment. Customer service workshops equip employees with essential skills, and recognition
programs motivate and appreciate their efforts. The mentorship program enhances knowledge transfer
and aids in the team's continuous professional growth. Together, these practices create a well-trained,
motivated, and customer-centric workforce, contributing to the success of Jollibee Tanay.
CULTURAL ORIENTATION FRAMEWORK
 Sense of Power and Responsibility
Harmony and Control - The Jollibee Foods Corporation makes sure that employees share a
common purpose and is aligned to the organizational purpose. The management understands the
importance of communicating the core values so that each employee can accept and modify their
behavior accordingly.

 Definition of identity and purpose

Change and Competitive - The organization identifies and values the dynamic of their
employee’s background and how it might influence their work. By this, the organization and
people under that workplace would build reliance on one another.
 Time Management Approaches
Monochromic and Polychronic - Both approaches are about concentrating on two demands.
Jollibee Corps. Coach and train their employees to do tasks individually and to be within a
team. It means an employee can fulfill tasks single-handedly and is even within a group of
people.
UNIVERSAL INTEGRATED FRAMEWORK
The Universal Integrated Framework (UIF) is a cross-cultural coaching model developed in 2007 for
diverse business contexts, including Health and Social Care in the UK and multinational programs. It
prioritizes practicality and pragmatism, offering coaches a comprehensive approach to address the
challenges of coaching individuals from various nationalities.

The UIF emphasizes a practical and pragmatic approach to coaching, integrating aspects such as
Continuous Professional Development (CPD), Including Learning and Supervision; Appreciation of A
Cultural Environment; Coach-Coache Fluidity; Cross-Cultural Emotional Intelligence; and
Communication Methods and Feedback Mechanisms.

I. Continuous Professional Development (CPD)

Continuous Professional Development (CPD) refers to the ongoing process of learning and skill
enhancement that professionals engage in throughout their careers. It involves activities and programs
designed to update, expand, and refine their knowledge and capabilities within their respective fields.

To effectively implement Continuous Professional Development (CPD) at Jollibee, the company has
devised several strategies:

Training Programs:

 Develop and implement regular training programs aimed at enhancing both technical and soft
skills relevant to employees' roles.
 Utilize a diverse range of training methods, including workshops, seminars, online courses, and
on-the-job training, to accommodate various learning styles and preferences.

Mentorship Programs:

 Establish structured mentorship programs wherein experienced employees serve as mentors,

guiding and sharing knowledge with their less-experienced peers.
 Cultivate a culture of continuous learning by encouraging employees to learn from their
colleagues and provide resources to support mentors in nurturing the professional growth of
their mentees.

Cross-Training Opportunities:

 Provide cross-training opportunities that enable employees to acquire skills beyond their
primary roles, fostering a more versatile and adaptable workforce.
 Facilitate exposure to different facets of the business, allowing employees to broaden their skill
sets and perspectives, contributing to an integrated approach to professional development.

These strategies collectively create a robust framework for Continuous Professional Development,
ensuring that Jollibee employees have access to diverse learning opportunities, mentorship support, and
cross-training initiatives. This approach not only addresses current skill needs but also prepares
employees for future challenges in a dynamic and ever-evolving business landscape.

II. Appreciation of Cultural Environment

Appreciation of cultural environment refers to a deep understanding and recognition of the cultural
context in which individuals and organizations operate. It involves acknowledging and respecting the
values, norms, and diversity inherent in each cultural setting, fostering effective communication and
collaboration across diverse cultural backgrounds.
To fostering a diverse and inclusive workplace at Jollibee, the application of cultural appreciation is
strategically aligned with the four (4) stages:

1) Assimilation:

Jollibee is initiating cultural sensitivity training programs to facilitate the assimilation of employees into
an environment that recognizes and respects diverse cultural dimensions. Open forums and discussions
are encouraged, providing a platform for employees to comprehend and assimilate various cultural
perspectives, thus cultivating an inclusive corporate culture.

2) Consolidation:

Mentorship programs have been implemented at Jollibee, aiming to consolidate employees'

understanding of diverse cultures through collaborative experiences. Cross-functional teams, comprising
members from diverse cultural backgrounds, are strategically formed to encourage collaboration and
consolidate cultural insights within practical work contexts.

3) Exploration:

Jollibee actively promotes and facilitates employee exploration of diverse cultural experiences, both
within and beyond the organizational sphere. Cultural exchange initiatives are introduced, affording
employees the opportunity to explore and comprehend various cultural nuances, thereby fostering a
deeper and more comprehensive appreciation of diversity.

4) Maturation:

Cultural appreciation is integral to Jollibee's core values and organizational mission, underscoring its
significance across all levels of the company. In recognition of cultural diversity, Jollibee formally
acknowledges and celebrates cultural events, holidays, and achievements, fostering a mature cultural
environment where diversity is not merely acknowledged but strategically embraced as a fundamental
organizational strength.

By conscientiously progressing through these stages, Jollibee aims to fortify its organizational culture
with a robust framework for cultural appreciation, wherein diversity is not only recognized but actively
incorporated and celebrated. This strategic approach aligns with our vision of establishing an inclusive
and harmonious work environment that derives strength from the richness of varied cultural
perspectives.

 Based on your findings, what are their cross-cultural and diversity coaching best practices that
can be adopted into the whole tourism and hospitality industry of the Philippines? Provide at
least two (2) examples

It can help us to develop our skills, working and confidence in various domains, such as communication,
leadership, teamwork, problem-solving, and creativity. This activity can also help us identify our
strengths, values, and goals, and support you in achieving them. It can also help us to learn about
diverse cultures, values, and norms, and how to interact effectively and respectfully with people from
diverse backgrounds. Cultural orientation program can also help us develop our intercultural
competence, which is the ability to communicate, collaborate, and innovate across cultural differences.
Intercultural competence can help you avoid misunderstandings, conflicts, and biases, and foster trust,
empathy, and inclusion. This program can prepare us for working and living in a globalized and
multicultural world.

It can also help us to leverage the diversity and complexity of human potential, and create holistic and
sustainable solutions for yourself, others and help us become a more effective and responsible leader
and coach in any context.
  How can this task performance benefit you in your future role in the industry and society? Cite
at least two (2) realizations or applications.

In our future role or society, we need to be respectful and open with our workmates to be flexible when
we are working. I learned in coaching that we must help each other to have a better outcome in our
work. Coaching is the process of equipping people with knowledge and opportunities. In that case we
can help each other to become fully developed and to be effective in their commitment to themselves,
the company, and their work.

Word References:

Jollibee Tanay Bayan. Celyn (2023) Retrieved November 28, 2023 from https://shorturl.at/mALNU
Macabuhay J (2023.November 29). Writing website in text (celyn) ) Retrieved November 30, 2023 from
https://www.facebook.com/messages/
Tagbo A (2023.November 29). Writing website in text (angel) ) Retrieved November 30, 2023 from
https://www.facebook.com/messages/
Jollibee Foods Corporation.(2023 November 27 Cite see you, cite we use (2022) Retrieved November 27,
2023 from
https://www.jollibee.com.ph/
Jollibee Foods Corporation.(2023 November 27 Cite see you, cite we use (2022) Retrieved November 27,
2023 from
https://www.jollibee.com.ph/franchise/training-program/

PPT References:

Video 1: Jollibee Building. Celyn (2021), Retrieved November 26, 2023 from https://shorturl.at/hqwLS
Figure 1: Jollibee Logo. Redbubble (2021), Retrieved November 26, 2023 from
https://i.pinimg.com/564x/db/6a/93/db6a93e026e20e61a9e1f84fb7a40b48.jpg

Figure 2: Kayla Casin’s Picture. Kayla (2022), Retrieved November 30, 2023 from
https://shorturl.at/flmKN

Figure 3: Kurleen Masinsin’s Picture. Kurleen (2022), Retrieved November 30, 2023 from
https://shorturl.at/osOX0

Figure 4: Jhecelyn Macabuhay’s Picture. Jhecelyn (2022), Retrieved November 30, 2023 from
https://shorturl.at/hik08

Figure 5: Angel Tagbo’s Picture. Karen (2023), Retrieved November 30, 2023 from
https://shorturl.at/qxQS8

Figure 7: Coaching. Shuttershock (2019), Retrieved November 30, 2023 from

https://leadershipchoice.com/wp-content/uploads/2022/08/shutterstock_1315451216.jpg

Figure 8: Coaching. Joseph Co. (2022), Retrieved November 30, 2023 from
https://elearningindustry.com/wp-content/uploads/2019/03/employee-or-employer-who-is-
responsible-for-improving-employee-performance-and-how.jpeg
Figure 9: Jollibee Tanay. Celyn (2023), Retrieved November 28, 2023 from https://shorturl.at/hALS4

Figure 10: Jollibee Tanay Bayan. Celyn (2023) Retrieved November 28, 2023 from
https://shorturl.at/mALNU

Figure 11: Foster Collaboration. Forbes India, (2021) Retrieved November 29, 2023 from
https://www.forbesindia.com/fbimages/900x600/proportional/jpeg/blog/wp-content/uploads/
2017/02/employees.jpg

Figure 12: Positive Workers, Stephen Parks, (2022) Retrieved November 29, 2023 from
https://www.stephens-scown.co.uk/app/uploads/2021/11/GettyImages-690855708.jpg

Figure 13: Jollibee Mascot 2. Josephine Olguera (2018) Retrieved from December 4, 2023 from
https://i.pinimg.com/564x/79/52/f5/7952f5f5a1fd44e0a3fb487b321d51b9.jpg

Figure 14: Jollibee Statue. Celyn (2023) Retrieved December 4, 2023 from https://shorturl.at/qDFO5