Chapter 3, Section 5

1. Chapter 3, Section 5 Differences and Diversity

2. Diversity Brings Unique Perspectives and Creative Contributions, which Help Lead to Success.

3. Diversity Factors • Culture • Family • Gender • Age • Race • Geographical area • Peers

4. Why are Differences in the Workplace Important and Useful?

5. Getting Along in a Diverse Workplace Communication -Make it easy for co-workers to admit that they do not understand something. -Match the speaking pace and timing of the people with whom you are communicating. -Do not read between the lines.

6. Getting Along in a Diverse Workplace,continued -Look for clues that mean someone does not understand. -Do not talk louder to people who speak a different language. -Do not judge others based on their accent or speaking pattern.

7. Answer • Differences in the workplace lead to new ideas and effective solutions to troublesome problems. • Diversity can increase productivity, and it can make work educational, interesting, and fun. • Differences and diversity among lodging staff and be a helpful business tool. • Communication is infinitely more effective when a guest can speak to a lodging employee in his or her own language.

8. What are Some Ways We Can Work Together in a Diverse Workplace?

9. Answers • Do not try to force others to work at your pace. • Understand that there are many ways to approach a job and do it well. • Take time to talk with others as part of getting ready to work. Show an interest in co-workers as people. • Avoid topics such as politics or religion during causal conversations. • Recognize that some people are taught to separate work life from personal life. • Learn to be flexible and know that others may feel differently about space. • Stay where you are when starting a conversation. Let others move to where they feel comfortable. • Learn the personal space touching rules of co-workers. • Think about how you would feel if you were the other person.

10. Diversity Etiquette Gender -Use gender-neutral words. For exmaple, use the term “bell services attendant” instead of “bellman.” -Offer to help people who appear to need assistance. (Don’t assume that people need or do not need help simply because of their gender.)

11. Diversity Etiquette Age -Do not refer to a person’s age unless it is relevant -Do not assume that people have less ability or energy because of their age. -Do not talk loudly to people just because of their age.

12. Diversity Etiquette People with Disabilities -Never refer to someone by his or her disability. -If someone looks like he or she needs assistance, ask first. Do not assume. -Try to sit when talking with people who use wheelchairs. Face them straight on so they don’t strain their neck looking up.

13. Diversity Etiquette, continued -When talking with a person who has a hearing handicap, speak slowly and clearly. Always look the person in the eye and pause after each sentence. -Invite people with disabilities to events even if they can’t take part.

14. Section 3.5 Quiz • _____ is a variety among people that forms the basis for bringing unique perspectives and creative contributions to the workplace. • _____ is a complex set of beliefs, customs, skills, habits, traditions, and knowledge shared by a group of people.

15. Section 3.5 Quiz 3. Suppose you are a member of a diverse work team. Which of the following tips should you follow when communicating with a co-worker whose culture and native language are different than yours? • Look for clues that the co-worker may not understand you, such as a faraway look or wrinkled forehead. • Use physical contact, such as shaking hands or a pat on the back, to help you communicate better with your co-worker. • Encourage the co-worker to work on is accent so that you are able to understand him better.

16. Section 3.5 Quiz 4. A guest arrives at your property with a seeing eye dog and seems unsure of where to go. How can you best help this guest? • Ask the guest if she needs help. • Gently take the guest’s elbow and guide her to the front desk. • Tell the guest where the front desk is an approximately how many steps it will take to get there.

17. Section 3.5 Quiz 5. The best way to work as part of a culturally diverse group is to: • Avoid discussing differences • Admit that differences exist and talk about them • Make sure everyone conforms the dictated company culture.