UNIT 2

Module 4: Using
Generalizations
2.0 Introduction
2.1 Attitude
2.2. Common Stereotypes
2.3. Tone of Voice
 At the end of this lesson, students
will…
KNOW: Your personal stereotypes show in your
attitude and your attitudes show in your service.
BE ABLE TO: Provide professional service to
all guests, regardless of age, gender, or
nationality.
THINK ABOUT: Generalization can be helpful
in service because they give us a general,
positive understanding about a group of people.

PRE-READING
2.0 Introduction (TB 17)
2.1 Attitude (TB 18)
2.2 Common Stereotypes (TB
20)
2.3 Tone of voice. (TB 21)
Textbook Translation (WB 33-
34)
Assignments
HOMEWORK
Textbook: 2.0 Self-
Assessment (TB 17)
A.1: You can’t judge a
book by its cover (WB 17)
 Focus Vocabulary
• stereotypes 17
• generalizations 18
• preconceptions 18
• empathy 19
• sensitivity 19
• imperatives 21
• tone 21
 Unit 2: Overview
• Self Assessment
• Learning Objectives
• Getting to know the hotel
– Featured Department: Administration
– Careers in hospitality: Human Resource*
• Introduction
• Quotation
 Self-Assessment
• 1. Have you ever judged someone by their
appearance and were wrong about them? How
did you feel when you found out you were
wrong?
• 2. Do you know any jokes that use stereotypes?
• 3. Name three stereotypes Chinese people
have about foreigners.
• 4. If you have stereotypes about a culture, does
that make you a racist?
 Learning Objectives
• Understand that your stereotypes show in your attitude and
your attitudes show in your service.
• Understand the importance of using the correct tone of
voice.
• Demonstrate ability to recognize and correctly stress content
words. Use sentence stress to improve pronunciation.
• Identify the different parts of the hotel that are common in
most lodging properties. Use prepositions of place to locate
the parts of the hotel.
• Understand the hiring process in a hotel and develop job
interview skills.
Getting to know the hotel
• Featured Department: Administration
• Careers in hospitality:
– Human Resources Manager
– Sales & Marketing Division
– Human Resource Division*
– Accounting Division
 Introduction

• Hospitality establishments in the business of

delivering experiences.
– The delivery of experiences defines good service.
– Good service is about putting the PERSON in
personality.
• You need to show sincere interest, display
real warmth and confidence in yourself and
your facility, regardless of the race, gender,
age or occupation of the guest.
 Key Point / Quotation
You need to provide professional service to
all guests, regardless of age, gender, or
nationality.

“People may hear your words, but they feel

your attitude.” (John C. Maxwell)
 Triple A: Attitude
• Being aware of your own attitude,
embracing empathy, tolerance and
respect for others.
– attitude (n): approach; outlook; manner;
stance; position; mindset; opinion; viewpoint.
– empathy (n) understanding another’s feelings
– tolerance (n) acceptance of difference views;
open-mindedness, patience
– respect (n) thoughtfulness; polite behaviour
towards somebody/something
OB Understand that your personal stereotypes show in your
attitude and your attitudes show in your service.

2.1 ATTITUDE
 OB Understand that your personal
stereotypes show in your attitude and
your attitudes show in your service.
• Preconceptions about a guest can lead to
judgments.
• Judgments and feelings build up into bits
of knowledge you “know” about your
guests.
• These are called stereotypes.
 Examples of stereotypes
• All Middle Eastern people are Muslim
• All Americans are fat.
• Poor people are uneducated.
• Girls are not good at sports.

Are stereotypes always untrue?

Yes.
 Know the difference!
Stereotyping Useful groupings
Stereotyping customers is • Hotel staff do need to
major problem in hospitality group people depending
industry. upon the services they
• Guests are unhappy with may want or need during
service because their stay.
employees negatively • Observe individual
grouped them by race, behaviours and
religion, gender, sexual characteristics to offer
preference... appropriate service.
 Generalizations vs Stereotypes
•  A generalization is a broad statement about a
group of people or things with something in
common.
• A generalization can be valid (true) or faulty
(false)!
• We need to stay flexible. Each person is an
individual.
 Know the difference!
Generalization
• Many men like sports.
• Some women like to go
shopping.
Generalizations are
supported by facts and logic
which can enhance service.
Stereotype
• All men like sports.
• All women like to go
shopping.
Stereotypes are untrue,
inflexible, and involve all
members of a group.
All Americans are white (Caucasian)
– stereotype /untrue.

U.S. POPULATION STATISTICS:

White Americans are racial majority.
• African Americans =13.2%
• Hispanic and Latino Americans =17%
United States Census Bureau (2010 Census)
 Using generalization in service
• We can safely generalize by
– traveller type (business, leisure, special occasion)
– cultural background (race, religion, beliefs)
– economic background (richer, more modest tastes)
– gender (male, female)
• Certain knowledge will only come by getting to
know your guest.
– Adjust your attitude.
– Use empathy and sensitivity
– Stay non-judgmental.
“You can’t judge a book by its cover.”
(English adage)
Meaning: • WB A.1: Look at photograph.
You cannot know
what something or
someone is like by
looking only at
appearance.

• What were your first thoughts?

 Choose an answer and discuss
1. She really likes to drink red wine. She lives in New York. She has come
to the hotel because she won a travel prize.

2. She is a travelling sales person. She is tired from a long flight and is
interested in the hotel’s room service.

3. She is the former President of a European country, and is at the hotel

for a human rights conference.

4. Her husband is rich and she travels all over the world. This is the third
time she has stayed at the hotel.
 WB A.2: Making generalizations
Certain word clues for 1. Sometimes
generalizations. 2. Usually
3. Always
EXAMPLE: All birds 4. Never
have wings. 5. Some
6. Many
7. Most Think about it:
Take turns making
8. All “All birds can fly.”
generalization with
these words. 9. Generally
10. None
WB A.3 Recognizing Generalizations
1. sometimes Write a generalization
2. usually statement using each
3. always word. Be careful! Don’t
write a stereotype!
4. never
5. some
• All birds have wings.
6. many
• No pigs have wings.
7. most
• No pigs can fly.
8. all
• Pigs sometimes have
9. generally (in general)
flies.
10. none (no)
WB A.4: Valid or faulty generalizations
Generalizations are valid (true) or faulty (untrue).
• Faulty generalizations use keywords
– (all, none, always, never).
• Faulty generalizations are often stereotypes.
 Valid [V], faulty [F] or stereotype [S]
Valid Generalization (true)
 Some women travellers may be interested in the Spa and the gift
shop.
 Many male travellers may be interested in the hotel’s golf course.
 German tourists are generally punctual.
 Many families with children will want a high chair.

Faulty Generalization (not true)

o The customer is always right.
o A business traveller will always use the business center.
o Americans only like to eat hamburgers and pasta.

Stereotypes (not always true)

All Canadians are friendly.
All Black people are good at basketball.
Waiters only give good service if they know they’ll get a tip.
 WB A.5 (optional)
Turn the following statements from FAULTY
generalizations into VALID generalizations.

1. Everyone’s favourite dessert is ice cream.

2. All Chinese people know Kung Fu.
3. All women would rather go shopping than play
sports.

Sometimes – Usually – Always – Never – Some

Many – Most – All – Generally – None

Additional practice: WB A.6: Remember, to be a stereotype, the statement: 1) Is

untrue. 2) States something about ALL members of a group. 3) Contains a
judgment.
The guest’s experience depends upon your attitude.

• What impact can • Stereotyping shows in

stereotyping make on your attitude and
the service you give? your attitude shows
• Does stereotyping through in your
make for poor service.
service?
• Can it ever make it
better? Talk about it!
Is stereotyping good or bad?
OB Understand that your stereotypes show in your attitude and
your attitudes show in your service
English Lesson: National adjectives

2.2 COMMON STEREOTYPES

 True or False?
1. “Young Chinese women
are shy, giggly, and not
very clever.”

2. “Young people today

are lazy.”
Stereotypes typically have three features:
1. Stereotypes imply that ALL members of a group are
the same.
“All Russian men drink Vodka”

2. Stereotypes contain a judgment.

“Young people are lazy”

3. Stereotypes are not flexible.

“Young Chinese women are shy, giggly, and not very clever.

Anyone who does not fit the stereotype is considered

an “exception to the rule” instead of questioning
whether the stereotype is true or not.
People are often grouped by:
• Age Important definition:
• Appearance
• Gender Stereotypes are ideas and
• Nationality opinions we come to believe are
• Occupation true about a ‘group’ of people.
• Race
• Religion
 WB B.1: Jokes (Optional)
Heaven is where the cooks are French, the police are British, the mechanics are
German, the lovers are Italian and everything is organized by the Swiss.

Hell is where the cooks are British, the police are German, the mechanics are
French, the lovers are Swiss, and everything is organized by the Italians.
 Common Stereotypes

Consider some common stereotypes people in different age groups have.

Your parents? Your teachers? Your own age group?
 C: 1 Gender Stereotyping (optional)
Pretend to purchase a gift for a five year old child. Half
of the class should choose boys and the other half girls.
Gifts should be under $20.
 
C.2 Discuss in groups or as a class the following:
1. Describe the process you used to select the toy you
decided on. What factors influenced your decision?
2. As a child, what toys did you play with? Did your
parents, the media, or friends at all influence these
toy selections? Why or why not? Were these toys
similar to or different from the toy you selected?
 Discussion: Stereotype review
Why is it important to know about stereotypes?

How do stereotypes influence your attitude, your

service, and the guest experience?

KEY POINT: You need to provide professional service

to all guests, regardless of age, gender, or nationality.
OB Understand the importance of using the correct tone of voice.

2.3 TONE OF VOICE

 Key Point
• Your ‘tone of voice’ signals your attitude,
for better or for worse.
 Do Not Use Imperatives!
• An imperative is used • Imperatives are used
to command. to tell someone what
• An imperative is to do, forcefully.
service can come
across* as rude. • Imperatives reflect a
• An imperative is only mood one mood of an
used if there is English verb
danger, or to give
directions.
seem
*
 Imperatives can seem rude
NO! YES!
• Give me your credit card. • Could you give me your
credit card please?
• Hold the elevator! • Would you mind holding
the elevator?
• Get in the car. • Let me get the door for
you.
• No smoking. • I’m sorry sir, but there’s
no smoking in the lobby.
Important Practice:
• No! column: Say sentence forcefully.
• Yes! Column: Say sentence with a friendly ‘service’ tone.
 Acceptable Use of Imperatives

DANGER! Giving Directions

• Watch out! • Turn left, then right.
• Stop! • Take the first hallway to
• Look out! your right.
 Friendly Tone+
• Speak with a soft volume (don’t yell) and
keep your face and throat relaxed, with a
slight smile.
• Speak calmly and slowly.

Let the person finish speaking!

Don’t cut them off with “I know, I know.”
 Tone Impression
Phrase: What would you like me to do about the reservation?
• Tone: No tone, monotone, bored tone
• Impression: Seen as a poor decision maker, says you don’t care.
 
Phrase: What would you like me to do about the reservation?
• Tone: Defensive tone
• Impression: Sounds like you don’t want to do anything but will because
you have to.
 
Phrase: What would you like me to do about the reservation?
• Tone: Interested, friendly tone
• Impression: Cooperative, willing, open to suggestion, looking for a way
to solve the problem
 How to have a friendly tone
• Avoid a monotone (one tone) by
modulating (lowing and raising) your voice
to emphasize certain important points.
 Watch your thoughts as well as your
tongue!
• Speak carefully, especially if you are
feeling frustrated. These are not friendly
sounds.
– sighing
– muttering under your breath
– clicking your tongue
– sucking your teeth

Discuss: What are other ‘sounds’ of disrespect?

 Be thoughtful and caring
• Strive for a thoughtful
and caring tone of
voice.

• You might want to

record yourself
speaking to see if
you sound friendly
and helpful to
yourself.
 WB D. Write an Apology (optional)

“I’m really sorry ….” • How does the tone of

your voice change
depending on the
Say it as you would to: person you are saying it
your: to?
• A parent • Why would you say the
• A teacher / boss same words differently
depending on who you
• A classmate, coworker were talking to?
or customer
• Can you guess who the
• A friend speaker is talking to by
• Someone you don’t like their tone of voice?
 Summarize
3A Attitude (Being aware of your own
attitude, embracing empathy, tolerance,
and respect for others).
Relate to:
• using generalization
• tone of voice
• imperatives
 Test yourself: WBT 3.
Your attitude shows through in your tone of
voice. To show you are interested, you
should:
a. Smile and speak in a defensive tone
b. Speak in a monotone
c. Raise and lower your voice to emphasize
certain points
d. Speak quickly to show you’re excited
 Test yourself: WBT 4.
“Imperatives” are good for:
a. Asking for something
b. Giving directions
c. Getting information
 Assignments

PRE-READING
2.4 Sentence stress (TB 23)
2.5 The “music” of English (TB
25)
2.6 Poetry & song (TB 26)
Textbook Translation – (WB 35)
HOMEWORK
B: Common Stereotypes
(WB 19)
B.1: Jokes (WB 19)
B.2: Matching stereotypes
(WB 19)
D: Tone of voice (WB 20