Multi-Cultural Diversity L1-L3

L1: Card 1-96 L2: Card 97-125 L3: Card 126-147

Culture

is a shared system of beliefs, values, behaviors, and symbols passed down from generation to generation. It encompasses both material culture, which refers to the tangible, visible elements of a culture, and non-material culture, which includes the intangible, invisible aspects that shape a society’s way of thinking and interacting

• Material Culture

• Non-Material Culture

2 Types of Culture

• Behavior 

• Language 

• Clothing style and fashion  

• Rituals 

Types of Material cultures (BLCR)

Behavior 

include social practices, such as how people greet one another, their dining customs, or their rituals in everyday life. For example, in many Western cultures, shaking hands is a common greeting, while in Japan, bowing is the norm.

Language

is one of the most noticeable markers of culture. It not only reflects how people communicate but also carries the nuances of cultural expression. Dialects, accents, and specific phrases offer insight into regional or national identities.

Clothing style and fashion

reflect a society's climate, economic conditions, and values. Traditional attire, such as saris in India or kilts in Scotland, communicates cultural identity, especially during ceremonies or holidays.

Rituals

are formalized, symbolic actions performed in specific contexts that often have deep cultural or religious significance. Common rituals include rites of passage (e.g., weddings, funerals), calendrical rites (e.g., New Year celebrations, religious festivals), and political rites (e.g., national ceremonies like Independence Day or royal coronations).

• Beliefs

• Norms

• Customs

• Traditions

Types of non-material culture (4)

Beliefs

are the settled ways of thinking that shape how individuals perceive the world. They can be personal(e.g., superstitions or individual convictions) or culturally shared (e.g., religious beliefs or political ideologies). For instance, the belief in karma—the idea that actions influence future outcomes—is prevalent in many South Asian cultures and affects personal and business decisions.

Norms

are the social rules that guide behavior in a society.

• Folkways

• Mores

Two types of Norms

Folkways

are informal, everyday customs that govern polite behavior. For example, it is common in many cultures to say “thank you” after receiving a service.

Mores

are more serious moral rules that carry stronger consequences if violated. For example, laws against theft represent a societal more, as they reflect moral standards shared by the community.

Customs

are long-established ways of doing things, often developed overtime through repetition. Seen in everyday practices such as table manners, greetings, and gestures. For example, it is customary in many Asian cultures to remove one’s shoes before entering a home as a sign of respect.

Traditions

are inherited cultural practices passed down through generations. They often have religious or historical significance and play an important role in preserving a community’s identity. Examples include Diwali in India or Thanksgiving in the United States, both of which reflect the values and history of their respective cultures.

The Culture Wheel

provides a visual framework to understand the multi-dimensional nature of culture. It shows how different factors influence individual identity and, subsequently, workplace dynamics. Each slice of the wheel represents a key aspect of identity that can shape how people interact with their surroundings, approach their work, and collaborate with others. In the tourism and hospitality industry, understanding these dimensions is vital for creating inclusive and effective work environments.

Highlights that culture is not defined by a single factor, but rather by a complex interplay of various dimensions that make up a person’s identity.

Roles within an organization influence perspective on collaboration, responsibility, and authority.

• Age

• Gender 

• Racial or Ethnic Backgrounds 

• Sexual Orientation or Gender Identity 

• Physical Abilities

• Socio-Economic Status / Backgrounds 

• Education or Thinking Style

• Military Experience 

• Family Responsibilities 

• Religious Practices 

• Geographic Location / Origin

Some key factors of the culture wheel (11)

Age

differences can create generational gaps in the workplace, leading to varied preferences for communication, work styles, and values. For example, younger employees may prefer digital communication and flexible work schedules, while older employees may lean towards more traditional methods and hierarchical structures.

Gender

differ across cultures. In some work environments, traditional _____ roles may influence leadership dynamics, while others may promote gender equality and diversity. Understanding these variations helps avoid biases and fosters inclusivity.

Racial or Ethnic Background

 Shapes their worldview, communication styles, and experiences with discrimination or privilege. In a multicultural workplace, recognizing these differences is critical for promoting respect and equitable treatment.

Sexual Orientation and Gender Identity 

Awareness and sensitivity towards ______ are essential for creating safe spaces for LGBTQ+ individuals in the workplace. This means implementing inclusive policies and ensuring that everyone, regardless of identity, feels respected and supported.

Physical Abilities

People with different _______ may require accommodation or adjustments in the workplace. Acknowledging and providing for diverse physical needs ensures equal opportunities for all employees.

Socio-economic status / backgrounds

influence access to education, resources, and job opportunities. Those from different economic backgrounds may have distinct priorities, work ethics, and life experiences. Similarly, educational attainment influences how individuals perceive their opportunities and navigate the workplace. Understanding this can help managers provide appropriate support and resources for employees who may face financial constraints or come from underprivileged backgrounds.

Education and thinking styles

vary among individuals, affecting how they process information and solve problems. This dimension influences how teams collaborate, share knowledge, and approach decision-making.

Military Experience 

Those with _________ may bring a unique set of leadership skills, discipline, and a focus on structure, but may also have specific needs related to mental health or adapting to civilian work environments.

Family Responsibilities 

such as caring for children or elderly parents, can impact how employees manage their time and stress. Companies that offer flexible working hours or family support programs often see higher levels of employee satisfaction and productivity.

Religious Practices 

can affect an employee's schedule, dietary requirements, and work habits. Awareness and respect for _______ diversity, such as allowing for prayer breaks or observing religious holidays, help create a more harmonious workplace.

The Geographic Location and/or origin 

The _________ of a person influences their worldview, values, and expectations in the workplace. Urban and rural backgrounds, as well as international perspectives, can result in different work ethics, communication styles, and approaches to problem-solving.

• Body Language

• Attitudes towards time and adherence to deadlines

• Prioritize Task

Other factors that influence an individual’s identity

Body Language

can vary widely across cultures. In some cultures, direct eye contact is seen as a sign of confidence, while in others, it may be viewed as disrespectful. Misinterpreting these cues can lead to misunderstandings between colleagues or clients.

Attitudes towards time and adherence to deadlines

Cultural backgrounds also influence__________ In more individualistic, task-oriented cultures, meeting deadlines may be strictly enforced, whereas in more relational cultures, building trust and relationships may take precedence over rigid timelines.

Prioritize Task

Cultural values affect how individuals _________. Some cultures may emphasize teamwork and collective goals, while others may focus on individual achievements and results.

Understanding these differences can help managers set realistic expectations and foster effective collaboration.

The Iceberg Model of Culture

The ______________ developed by Edward T. Hall (1976) and Gary Weaver (1986), is a metaphor used to illustrate the complexities of culture. Much like an iceberg, only a small portion of culture is visible above the surface, while the majority remain hidden beneath. This model divides culture into three distinct layers: Surface Culture, Deep Culture, and Hidden Culture.

• Edward T. Hall (1976)

• Gary Weaver (1986)

Who developed the Iceberg Model of Culture?

• Surface Culture

• Deep Culture 

• Hidden Culture

Three distinct layers of the Iceberg model of culture

Surface Culture 

This refers to the visible and easily noticeable aspects of culture. These are the elements that are above the waterline, or on the surface, and are immediately apparent when encountering a new culture.

forms the initial impression that people have of a different culture. These visible elements are relatively easy to observe and adapt to, but they do not provide a full understanding of the culture.

Deep Culture

lies beneath the surface and consists of the less visible aspects that are not immediately obvious but heavily influence behavior and interactions. These elements require more in-depth understanding and observation to fully grasp. 

Is harder to observe because these elements are internalized. They require more time, interaction, and immersion to fully understand.

• Values 

• Desire 

• Assupmtions 

• Attitude 

• Taste

Hidden Culture is comprise of the following:

Values

Core principles that guide actions and judgments, such as integrity, loyalty, or freedom.

Are abstract but form the backbone of decision-making.

Desires

Deep-rooted aspirations and wants that drive individuals or communities. Desires often go beyond material needs and reflect deeper longings for success, happiness, or connection.

Assumptions

Unquestioned truths about how the world works or should work. For instance, assumptions about individualism vs. collectivism, the nature of human rights, or personal autonomy.

Attitudes

A settled way of thinking or feeling about something, often reflected in behavior. _______ towards gender roles, environmental conservation, or work-life balance are often shaped by hidden cultural forces.

Taste

Preferences that reflect aesthetic and cultural inclinations, such as preferences for certain types of art, music, or fashion. Tastes are often deeply embedded and difficult to change, influenced by lifelong cultural exposure.

• Beliefs 

• Ideals

• Norms 

• Myths

• Roles

• Concept 

Deep culture can mainly be grouped as follows: (6)

Beliefs 

Convictions or acceptances that something is true or exists. These could include religious _____, political ideologies, or philosophical perspectives on life.

Ideals

Standards of perfection or principles that people strive to achieve, such as societal expectations of success, beauty, or honor.

Norms 

Rules or expectations that govern appropriate behavior in social situations. For example, determine how people behave in meetings, express emotions, or address conflict.

Myths

Widely held but simplified narratives or stories that explain the culture’s history, beliefs, or values. ____ often serve to uphold cultural identity and reinforce values.

Roles

Social positions that dictate expected behavior in various contexts. ____ in a family, community, or workplace (e.g., parent, leader, employee) are culturally defined and come with specific responsibilities and behaviors.

Concept 

Broad ideas that are accepted as part of a society’s framework, such as ______ of time (linear vs. cyclical), space (personal vs. communal), and power (authoritative vs. collaborative).

Hidden Culture

Sometimes referred to as the deepest culture, _______ exists at an even deeper, often subconscious level. These elements are so deeply ingrained in individuals and societies that they are rarely questioned or even recognized as cultural constructs. Hidden culture forms the foundational assumptions that shape how people view the world and their place in it.

Company Culture Iceberg

In an organizational setting, __________works similarly to the cultural iceberg. There are visible aspects of organizational culture, such as office layout, dress codes, and communication protocols, but the deeper elements, like company values, mission, and leadership style, exist beneath the surface. Understanding the hidden and deep culture of a company allows for better alignment of teams and more effective management.

Understanding the interplay between the various levels of culture is essential for tourism and hospitality professionals who engage with diverse teams and clients.

• Observable Elements

• Non-Observable Elements

• Hidden Elements

The Company Culture Iceberg consists of three elements:

Observable Elements

Office environment, dress code, benefits, communication styles, and team-building activities.

Non-Observable Elements

Core values, mission statements, leadership styles, team dynamics, and the organization’s approach to employee development.

Hidden Elements

The company’s deeper assumptions about success, innovation, and collaboration, which guide long-term strategies and decisions but may not be
explicitly stated.

Cultural diversity

is the existence of a variety of cultures within a society, reflecting differences in traditions, beliefs, languages, and ways of life, as well as the inclusion of different cultural perspectives in organizations and institutions. It is considered a fundamental aspect of human heritage, fostering exchange, innovation, and creativity, and is as essential to humanity as biodiversity is to nature. 

is often observed in the different racial and ethnic groups represented in workplaces, particularly in the tourism and hospitality industries.

In the tourism and hospitality industries, professionals frequently interact with individuals from diverse racial and ethnic backgrounds.

Race

typically refers to a group distinguished by common ancestry and heritage, particularly based on physical characteristics like bone structure, skin color, and eye color.

Ethnicity 

on the other hand, refers to a group’s shared cultural characteristics, such as language, traditions, religion, and national experiences.

The National Institutes of Health (NIH), USA

The ______ provides common racial and ethnic categories to describe the diverse backgrounds found within many communities

• American Indian/Alaskan Native

• Asian

• Black or African American

• White/Caucasian

• Native Hawaiian or Other Pacific Islander

• Hispanic or Latino

Common racial and ethnic categories according to the National Institutes of Health (NIH), USA.

(6)

American Indian/Alaskan Native

These are individuals who originate from the original people of North America and South America and maintain a strong connection to their community and tribal affiliation. Many of these individuals uphold traditions that have been passed down through generations.

East Asians

are from China, Korea, Japan, Taiwan or Mongolia.

South Asians

are from Afghanistan, Pakistan, India, Bangladesh, Nepal, Bhutan, Sri Lanka or Maldives.

Southeast Asians

come from countries that are south of China, but east of India. This includes eleven countries: Thailand, Vietnam, Malaysia, Singapore, the Philippines, Laos, Indonesia, Brunei, Burma(Myanmar), Cambodia and Timor-Leste.

1. Thailand

2. Vietnam

3. Malaysia

4. Singapore

5. the Philippines

6. Laos

7. Indonesia

8. Brunei

9. Myanmar

10. Cambodia

11. Timor-Leste.

11 Countries in Southeast Asia (TVM-SPL-IBM-CT)

Central Asia

is a region which stretches from the Caspian Sea in the west to China in the east, and from Afghanistan and Iran in the south to Russia in the north. The region consists of the former Soviet republics of Kazakhstan, Kyrgyzstan,Tajikistan, Turkmenistan, and Uzbekistan.

Southwest Asia/Middle East Asia

many of whom are also called Arabic and sometimes associated with Whites or Caucasians. They originated from any of the original people of the Middle East and/or North Africa. The most populous countries in Western Asia are Turkey (partly in Southeast Europe), Iran, Iraq, United Arab Emirates, Qatar, Saudi Arabia, and Yemen.

Black or African American

Individuals from this category originate from the racial groups of Africa. This group also includes people from the Caribbean, like Haitians and Jamaicans. The African American community has a rich cultural history and legacy in the United States, with distinct traditions, music, and foods that have influenced popular culture worldwide.

White/Caucasian

This group originates from any of the original peoples of Europe, including those with ancestries traced to regions such as Scandinavia, Western Europe, and Eastern Europe. European cultures vary widely, with traditions like Germany's Oktoberfest and Italy’s strong culinary heritage.

Native Hawaiian or Other Pacific Islander

Individuals in this category originate from the original people of Hawaii, Guam, Samoa, and other Pacific Islands. Pacific Island cultures are often known for their deep connection to nature, the land, and the ocean. Traditional practices such as the Hula dance or communal feasts known as ‘luau’ are integral to their cultural expression.

Hispanic or Latino

Individuals refer to people with origins in Cuba, Mexico, Puerto Rico, South or Central America, or other Spanish cultures, regardless of race. A key distinction is that while all Latinos are from Latin America, not all are Spanish-speaking. For instance, Brazil is considered part of Latin America, but its official language is Portuguese. This cultural group has a wide array of customs and celebrations, such as the vibrant "Dia de los Muertos" in Mexico or the extravagant "Carnival" in Brazil.

Generational Cohorts

Refer to groups of people born around the same time and shaped by similar historical, social, and cultural experiences. In the tourism and hospitality industry, these generational differences affect work styles, attitudes, values, and preferences. 

The presence of multiple generations in the workplace can result in differing expectations around communication, work-life balance, and job roles.

Boomers/ Me Generation (1946 - 1964)

Often characterized by their work ethic and loyalty, _________ tend to value structure, hierarchy, and stability in their professional lives. They appreciate traditional work values, and their experience often positions them as leaders within organizations. In the tourism and hospitality sector, They may excel in roles that require long-term dedication and leadership.

Generation X/ Sandwich Generation (1965 - 1980)

Known for their independence and resourcefulness, ________ professionals are often focused on achieving a healthy work-life balance. This cohort is adaptable and innovative, preferring to work autonomously while still valuing collaboration when needed. _________ brings valuable leadership skills to the workplace and thrives in environments that promote flexibility and trust.

Generation Y / Millennials (1981 - 1996)

________ are known for their desire for meaningful work, flexibility, and a strong focus on personal growth. They value open communication, continuous learning, and opportunities for development. ________ often prioritize teamwork and collaboration, making them well-suited for roles that require innovation and adaptability. In the tourism and hospitality industry, they drive trends related to sustainability and digital transformation.

Generation Z/ Digital Natives (1997 - 2015)

Is characterized by their pragmatism, security-consciousness, and comfort with technology. This generation seeks stability but also values clear guidance and face-to-face communication with leadership. In the tourism and hospitality sector, __________’s technological proficiency and adaptability to digital tools are assets, particularly in customer-facing roles and digital marketing.

Diverse Thinking Styles 

In any workplace or team setting, the way individuals think, and approach problems can vary widely. These differences in thinking styles contribute to the richness and diversity of a group, influencing how problems are solved, how projects are managed, and how innovation is fostered. Understanding these thinking styles can help create more effective collaborations by leveraging the strengths each individual brings.

• Analytical thinkers

• Creative thinkers

• Critical thinkers

• Strategic thinkers

• Practical thinkers

• Detail-oriented thinkers

• Conceptual thinkers

• Intuitive thinkers

• Reflective thinkers

• Holistic thinkers

Common Thinking Styles (10)

Analytical thinkers

focus on breaking down problems into smaller, more manageable parts. They rely on logic, data, and evidence to make decisions and solve problems. They are particularly valuable when dealing with complex issues that require a step-by-step approach.

Creative thinkers

look beyond the obvious and approach situations with imagination and innovation. They often generate new ideas, explore unconventional solutions, and find new ways of solvingproblems. This thinking style is crucial in roles or situations that demand innovation and out-of-the-box solutions.

Critical thinkers

examine assumptions, evaluate arguments, and look at issues from different perspectives. They are skilled at identifying biases, inconsistencies, and logical flaws. Their focus on thorough evaluation makes them essential in decision-making processes and problem-solving scenarios that require careful scrutiny.

Strategic thinkers

are focused on long-term goals and the bigger picture. They can forecast potential outcomes and think several steps ahead, making them excellent in leadership or planning roles where long-term success is the focus.

Practical thinkers

are action-oriented and focus on solutions that can be implemented efficiently. They prefer direct approaches and value functionality over complexity. Their focus on realistic, actionable solutions makes them effective in roles where timely results are crucial.

Detail-oriented thinkers

focus on the fine points and accuracy. They ensure that nothing is overlooked and that tasks are carried out with precision. This thinking style is especially important in fields where meticulousness and attention to detail are critical, such as finance, quality control, or legal compliance.

Conceptual thinkers

are abstract and enjoy working with ideas and theories. They can envision systems and frameworks that explain how things work, making them valuable in innovation, design, or research roles where understanding complex systems is important.

Intuitive thinkers

rely on gut feelings and past experiences rather than structured analysis. They can make quick decisions in uncertain situations and are comfortable navigating ambiguity. This thinking style is often beneficial in dynamic environments where rapid decision-making is required.

Reflective thinkers

take time to consider different perspectives, past experiences, and future implications. They learn from past experiences and are careful to ensure that decisions are well thought out. Reflective thinking helps in developing insights and learning from previous successes and mistakes.

Holistic thinkers

look at the entire system or situation and how various elements interact. They consider the bigger picture, understanding how different components work together. ______ thinking is especially useful in managing complex, interconnected projects or situations.

Skills in Multicultural Workplaces

Both hard skills and soft skills are essential for success. These skills play a crucial role in ensuring that both technical tasks are accomplished and interpersonal relationships are managed effectively.

While hard skills are essential for fulfilling job requirements, soft skills ensure that professionals can build strong interpersonal relationships, manage cross-cultural challenges, and contribute positively to team dynamics. In the tourism and hospitality industries, where professionals often engage with international clients, mastering both types of skills is crucial.

Hard Skills 

are the technical, specific, and quantifiable skills needed to perform job-related tasks. In a multicultural environment, examples include foreign language proficiency, data analysis, financial management, or programming. These skills are often gained through formal education or training and are critical for getting the job done.

Soft Skills

Refer to interpersonal attributes that enable individuals to interact harmoniously with others. In multicultural settings, skills like communication, adaptability, teamwork, and problem-solving are indispensable. These skills help professionals navigate cultural differences, resolve conflicts, and collaborate effectively within a team.

• Foundational Literacies

• Competencies

• Character Qualities

21st Century Skills (FCC)

Foundational Literacies

These are the basic skills required to apply knowledge to everyday tasks. In a multicultural setting, literacy, numeracy, and Information and Communication Technology (ICT) literacy are essential for navigating the workplace.

However, cultural and civic literacy stands out as crucial in ensuring that professionals understand and respect the diverse cultural contexts in which they operate.

Competencies

Critical thinking, creativity, communication, and collaboration are key ________ that allow individuals to address complex problems and work effectively in multicultural teams. These skills help professionals find innovative solutions, consider different perspectives, and engage in effective cross-cultural collaboration.

Character Qualities

Traits such as adaptability, leadership, and social awareness are critical in multicultural workplaces. These qualities enable professionals to adjust to new environments, embrace change, and demonstrate empathy in diverse settings. In tourism and hospitality, where professionals interact with clients from various cultures, these character qualities are essential for building trust and delivering excellent service.

Workplace Diversity

Refers to the range of differences among employees, not only in terms of culture and ethnicity but also in gender, age, socio-economic background, religion, physical ability, and more.

• Gender Diversity

• Generational Diversity

• Ability/Disability

Work Place Diversity Components (3 GGA)

Gender Diversity

Equal opportunities and representation of different genders in all organizational roles.

Generational Diversity

Boomers, Gen X, Millennials, and Gen Z bring unique work styles and values, as discussed in Lesson 1.