Tourism and Hospitality With Cultural Intelligence
Do you want to increase your access to international tourism markets?
Do you want to ensure that you deliver high quality services that appeal to culturally diverse clientele?
Do you want to improve your understanding of the cultures, values and communication styles of international visitors?
Tourism and Hospitality With Cultural Intelligence comprises four 3 hour training modules delivered weekly on consecutive Tuesdays. The aim of the program is to increase your ability to deliver high quality hospitality and tourism services to a culturally diverse clientele. The training will focus on clients from Asian cultures and the LGBTI community. The program is suitable for hospitality and tourism providers, both managers and frontline service staff.
Where and When
Training will be held at the Wentworth Falls Country Club, 206 Blaxland Road, Wentworth Falls, on the following dates:
Day 1: Tuesday June 7, 4- 7.30pm
Day 2: Tuesday June 14, 4-7.30
Day 3: Tuesday June 21, 4-7.30
Day 4: Tuesday July 28, 4-7.30
Day 1: Cultural Intelligence Drive and Motivation (3 hours)
We explore your particular business contexts and ask the following questions:
- What is Cultural Intelligence?
- What is my motivation for wanting to work cross culturally? What cultural challenges do I face in my business?
- What cultural intelligence skills do I already have and which ones do I need to develop?
- How does my culture and self concept/identity shape my personal and professional behavior?
Day 2: Cultural Knowledge (3 hours)
We compare ‘Australian cultural values’ with those of other cultures and explore the extent to which cultural values predict (or don’t predict) organisational behaviour. We focus on cultural diversity in its broadest sense: ethnic and sexual orientation.
We ask the following questions:
How do we compare Australian cultural values with those of other cultures?
How does culture shape organizational behavior?
What is the culture of my organization? How does culture shape the way I do business? What assumptions am I making?
Is my business responsive to a culturally diverse clientele? (Ethnic, LGBTI)
How can I make my business more culturally responsive?
What are the implications for marketing and service delivery?
The focus of this session will be on the following cultural groups:
- Ethnic – Chinese, Japanese Korean and Indian
In this session we will hear from representatives from some of these communities.
Day 3: Strategy (3 hours)
We develop strategies for managing cross cultural situations. We use case studies to analyse critical incidents and develop responses that promote cross cultural understanding and inclusivity, while maximizing the business opportunity of cultural diversity.
Day 4: Action (3 hours)
Using role – play and improvisation we practice adapting our verbal and non verbal communication style to different cultural contexts. We focus on direct versus indirect communication styles:
- word choice
- tone, pace, stress
- saying yes or no
- use of non verbal communication – eye contact, touch etc
- basic greetings in several languages
Benefits to you:
At the end of the training program you will be able to:
- critically reflect on the cultural challenges they face in their business contexts and how culture influences the way they do business;
- better understand the cultural values of selected ethnic, intergenerational and LGBTI cultures and the implications of this for their businesses;
- develop culturally intelligent business strategies they can apply to maximize business opportunities and enhance their delivery of services to culturally diverse clientele;
- adapt their communication style to different cultural contexts.
Workshops are based on adult learning principles. The emphasis is on personal reflection, group enquiry, small group interaction and practice using examples and case studies relevant to your work contexts.
- Course booklet
- Slide presentation
- CQ Assessor tool access
- Relevant Case studies
- Speakers from various communities
Cultural Connexions will offer ongoing support to all participants in the form of a free newsletter on cultural issues and free access through the CC website to other useful resources.
One on one coaching and mentoring is also available to those who want to further enhance their personal effectiveness in working cross culturally.
Other Services: Cultural Audit
A cultural audit can be incorporated within a broader strategic planning framework.
The aim of the audit is to identify whether the organization and its staff are best equipped to maximize the opportunities of a culturally diverse market place. A cultural audit asks the following questions:
- To what degree do the practices, policies and marketing messages of the organization reflect a culturally intelligent approach?
- Does the development and delivery of services/product reflect a culturally intelligent approach?
- What cultures are represented in the organization? What cultures are underrepresented?
- To what degree do you have diverse representation from various cultures on your teams, and how have you equipped teams to engage with that diversity?
- To what degree do the leaders value, demonstrate and promote culturally intelligent behavior?
- How does the organization consider CQ when hiring and promoting individuals?
Training Program Cost – $360