DEALING WITH CULTURAL DIFFERENCES IN TOURISM
AND HOSPITALITY
Dealing With Cultural Differences in Tourism and Hospitality
Video Support Notes
Following many requests, these notes have been printed onA4 size sheets for easy photocopying
Produced by Video Education Australasia Pty Ltd
Teacher notes by Neil Barrett
Distributed by Video Education Australasia
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Duration 22 mins
WARNING
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These notes can be freely copied
Introduction
Until quite recently, many Australians in the tourism and hospitality industries prided themselves on expressing their 'Australian-ness' regardless of the origin or gender of their client. And of course, some even regarded it as their right to be rude if thought the client deserved it. Whilst a bit of larrikinism was sometimes appreciated by people who wanted to experience something very different, many tourists, especially from Asia and parts of Europe, were put off by what they saw as our cultural chauvinism.
Today there is much more sensitivity to the needs of people from a wide range of cultures. However, one doesn't need to talk to many tourists or to travel for long to realise that Australians still have a long way to go before we achieve 'world's best practice'. This is especially so in small to medium establishments. Even in the bigger hotels and entertainment centres, bad service experiences are not uncommon.
This video will help anyone involved in this demanding industry to improve his or her understanding.
Summary
The video looks at the four major tourist groups to Australia:
· Japanese
· Germans
· Chinese
· Americans
We talk to senior staff a t the Sofitel Hotel, the tourists themselves and people in tour companies and restaurants.
At the end of each section, there is a summary of the point made by each person. Generally, the points made are distinctive for that culture, but sometimes the same points made again and again. For example, our use of slang is a potential business killer, as are jokes for people whose language or accent is very different to ours.
Using the Video
It is usually advisable for the teacher/trainer to watch the video prior to showing it to a class. For some classes and training sessions, it may be better to stop the tape for discussion after each section. For others, it may be appropriate to watch the tape right through. The teacher or trainer will be best placed to make that decision.
The teacher/trainer may wish to make up a Response Sheet to help students or trainees to take in as much as possible in one viewing. Using statements to be completed such as "Chinese people don't like to stand too ______the person they're speaking to", can be a good approach.
Activities After the Video
1. Compare the needs or preferences of the four groups covered in the video. What do they have in common? What are their main differences?
2. If possible, observe the treatment of people from these groups in tourism and hospitality establishments you have access to. Alternatively talk with the people themselves to compare their response to those expressed in the video.
3. Discuss how and why Australians are becoming more sensitive to the special needs of tourists.
4. Do you believe differences between the groups are becoming narrower? Why might this be?
5. List some major mistakes Australian hospitality workers make. How should we react if we see a traveller being treated badly?
6. Select one or more issues raised by the video and explore them in detail. Take TIPPING for example.
· How common is tipping around the world?
· In which countries is it most accepted?
· Is it income related?
· What difference do credit cards make?
· Should hospitality workers share the tips received in certain parts of the workplace? Or should that be a management decision?
· How important is tipping to a worker's income in various situations? What effects might that have on his/her performance? What effects might it have on the employer?
Similar discussions could be based around topics such as body language, sense of adventure, available income, and treatment of backpackers.
OTHERS RELEVANT VIDEOS FROM VEA
Introducing the Tourism Industry
Introducing Hospitality
Hospitality Stories
Safe Working in the Kitchen
Catering Events
Catering Skills
Looks Good Enough to Eat
Marketing Tourism: Our New Goldrush
The Characteristics and properties of Food
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Call our customer Service Department on:
1800 034 282 (Australia)
0800 48 66 88 (New Zealand)
For more details on these another programs available from VEA
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