Tourism and Hospitality

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THHCOR02A: Work in a socially diverse environment

This unit deals with the cultural awareness that is required by all people working in the tourism and hospitality industries. It includes the cultural awareness required for serving customers and working with colleagues from diverse backgrounds.

Cultural differences may include but are not limited to those of the following nature:

race language special needs disabilities	family structure gender age sexual preference
Possible cultural differences may include but are not limited to:
language spoken forms of address and levels of formality / informality non-verbal behaviour work ethics personal grooming	family obligations recognised holidays customs special needs product preferences
Attempts to overcome language barriers may be made to:
meet and greet / farewell customers give simple directions or instructions describe goods and services	answer simple enquires prepare for, serve and assist customers
Outside organisations may include but are not limited to:
interpretative services diplomatic services	local cultural organisations appropriate government agencies

Critical aspects of assessment

The focus of this unit will vary depending upon the cultural context of the workplace and the cultural background of the individual. Assessment should take account of the cultural variances and requirements that apply in particular situations. Evidence of competency should relate to different communication and customer service contexts and may need to be collected over a period of time.
Look for: knowledge of what it means to be ‘culturally aware’ and an ability to communicate effectively with customers and colleagues from a broad range of backgrounds as required for the relevant job role.

Main religions of the world
Culture quest
Dealing with cultural misunderstandings
Effective strategies
Case studies
Review questions