2.1-2.3 Cross-cultural teamwork and diversity in hospitality

Vocabulary flashcards covering key terms related to teamwork, diversity, cross-cultural communication, and conflict resolution in hospitality and tourism settings.

Teamwork

The collective actions toward a common goal; synergy occurs when group actions are more powerful than the sum of individual efforts.

Synergy

The concept that the accumulated actions of a group are more powerful than the sum of the individuals’ efforts.

Common goal

A goal identified by the team where everyone understands what it is and why it is important.

Interdependence

Working interdependently; the actions of one staff member affect others in the team.

Accountability

Staff have individual responsibilities and also collective responsibilities to the team.

Empowerment

Giving staff the power to act and make decisions within their role.

Scope of authority

The range of actions a staff member can take without prior approval, such as spending or resolving standard issues.

Cross-cultural misunderstanding

Misunderstandings arising from cultural differences that require culturally aware resolution.

External customer

Customers who are outside the business and not part of the staff.

Internal customer

Colleagues or staff within the business who rely on each other’s work.

Cultural awareness program

Training programs that teach about different cultures—greetings, body language, expectations, history, etc.

Cultural differences

Variations in race, language, beliefs, values, customs, and other background factors that should be respected.

Race

A person’s country or cultural background used to understand workplace needs and preferences.

Language

Differences in language; may require speaking slower, avoiding jargon, and providing information in multiple languages.

Forms of address

Culturally appropriate greetings and titles; using the wrong form can cause offense.

Levels of formality

The degree of formality in service style; mismatches can offend or feel inappropriate.

Non-verbal communication

Body language and gestures; can be misinterpreted across cultures and require careful use.

Verbal communication

Spoken language and tone used in interactions; should be clear and culturally appropriate.

Respect

Holding others in high regard, treating them with courtesy and consideration.

Sensitivity

Genuinely noticing and accommodating others’ cultural needs and preferences.

Working ethic

Expected level of professionalism and commitment; differences across cultures can affect perceptions.

Gender

Cultural differences in roles and expectations for males and females, including who to address in conversation.

Age

Cultural variations in respect and treatment related to age; laws may differ by region.

Family structure

Different family arrangements (nuclear, stepfamilies, single-parent) and their cultural implications.

Disability

Disabilities and the need for accommodations; plan with support teams to meet needs.

Religion

Religious beliefs and observances that may affect service needs and scheduling.

Personal grooming and dress

Dress and grooming standards; avoid stereotyping while assessing presentation and professionalism.

Hygiene

Cultural differences in hygiene practices; accommodate respectfully and avoid negative comments.

Reflection on seeking assistance

Looking back at times you needed help, identifying causes and how to improve.

Customer is always right

A hospitality principle that focuses on keeping the customer satisfied, while respecting legal and safety boundaries.

Mediation

A process where an independent third party helps resolve disputes or misunderstandings.

Quick identification of misunderstanding

Recognizing a potential cross-cultural issue early to prevent escalation and conflict.

Dispute resolution steps

Discuss politely, apologize if needed, identify facts, seek advice, and consider mediation or training to prevent recurrence.

Hygiene

Cultural differences in hygiene practices; accommodate respectfully and avoid negative comments.

Reflection on seeking assistance

Looking back at times you needed help, identifying causes and how to improve.

Customer is always right

A hospitality principle that focuses on keeping the customer satisfied, while respecting legal and safety boundaries.

Active Listening

Fully concentrating on what is being said, both verbally and non-verbally, to understand the speaker's message.

Empathy

The ability to understand and share the feelings of another; crucial for building rapport and resolving conflicts.

Constructive Feedback

Providing specific, actionable, and timely information to help others improve their performance or behavior in a supportive manner.

Problem-Solving

The process of identifying a problem, generating potential solutions, evaluating them, and implementing the best one.