Badia+Part+B

__WORKING IN A SOCIALLY DIVERSE ENVIRONMENT__

On return from my travels, I began work in a large 5 star establishment that deals with many international guests. I was fortunate to have had the previllage of going to Brazil and we had a couple of visitors from Brazil who came to stay at our Hotel. I was also very happy to find out that one of my work mates was originally from Brazil!

Upon begininng work, we encountered two difficult situations or cultural misunderstanding which we were able to resolve which I put towards the very fact that the Brazilian cultural experience was an eye opener for me or was enlightening for me and my view towards other cultures. Furthermore, because I was able to experience how brazillian people interact with others, I with the help of my workmate were able to resolve the conflict.


 * A - International Visitor**

The difficult situation involved a Brazilian visitor who had made a remark to a woman who was also a guest of the Hotel. It was a complement on the part of the Brazilian but the female guest was with her husband who obviously did not like the man commenting about his wife and staring at her.

The six aspects of complaint handling that we used to solve this conflict were:
 * 1) **Listening -** Firstly my workmate who was the receptionist and I listened to what the husband had to say and let him and his wife voice their complaint about what the Brazilian visitor appearently did. We also allowed the Visitor to explain himself. Which of course my work mate was able to interpret to everyone.
 * 2) **Acknowledge -** We then came up with the facts of the situation where the Visitor had just made a comment about how beautiful the man's wife was and was just staring at her which was what angered the husband, in turn leading him to make this complaint against the visitor about the "unacceptable remarks" and started an arguement with him.
 * 3) **Respond -** We informed both parties that we understood the situation was a matter of cultural misunderstanding and that if we could intercede and explain to each person, we would be able to resolve this.
 * 4) **Take Action-** My workmate simply informed the visitor that it was not common for men to make remarks like that to women and that I would be informing the couple likewise that it was common for men in Brazil to make comments to women in such a manner and that that he did not mean offense to the husband but a complement. Both parties agreed that it was simply a cultural misunderstanding and shook hands on it. The Brazilian being a wram and friendly person then invited the couple to dinner as a sign of good faith.
 * 5) **Report -** As the conflict was handled well by my workmate and I, we did not require a higher authority to intervene. However, we did tell our boss that we thought it important that maybe staff should be trained in all aspects of working in a socially diverse environment. The company was indeed fortunate to be employing my friend who could speak the Brazilian mother tongue and myself who understood some of the Brazillian culture.
 * 6) **Follow Up -** Since the couple were checking out the next morning, upon asking them how evrything went, we were glad to find out that the two men shared a common interest in that they worked in the same industry and the brazilian was looking for business here in Australia and the couple were also looking to start their own business. So they ended up making arrangements to meet again to discuss future prospects.


 * B - Staff Member - Conflict with Brazilian workmate**

The second difficult situation invloved our team leader and my new found friend from Brazil, who was the receptionist. The Brazilian was very hardworking and honest but was simply not time concious which was a concern for our team leader who expected deadlines to be met. As the manager of the Front Office department I soon became aware that the Brazilian's naturally laid back nature and casual attitude towards time would pose some problems for the team, in this case ended up with the team leader getting irriated and angry at the Chillian's disregard fro meeting deadlines and not being time concious.

The six aspects of complaint handling that we used to solve this conflict were:
 * 1) **Listening -** Firstly I allowed the team leader to explain his side of the story and then allowed then the receptionist to explain himself and try to find out what the argument was about.
 * 2) **Acknowledge -** I then acknowleged the fact that the team leader was agiated with the Brazillian's casual attitude towards time and that was what started the argument.
 * 3) **Respond -** I then informed both parties that I understood that the team leader was right in being agitated but could do better if he had understood the cultural factor that played a part in this conflict. Which was what allowed me to come up with a solution to this conflict in that both parties were happy with.
 * 4) **Take Action-** I preceded to kindly inform the receptionist that here in Australia, everything moves on time and that we are time concious here and that we work with seconds, minutes and hours and that deadlines and tardiness are not looked upon lightly here. I also kindly informed the team leader that due to cultural upbringing and the different background that the Brazillian came from, she did not know that she was doing something wrong and that he should have kindly informed her about how tihings are done here and not to get angry and irate.
 * 5) **Report -** As the Front Office Manager, again i was able to use my Brazilian travel experience to solve this conflict. I furthermore informed the Manager that due to the large number of visitors that we dealt with on a regular basis in our industry, staff should be aware of and trained in understanding the cutural diversity factor of our industry.
 * 6) **Follow Up -** I finally went back to the team leader and the Brazillian to find out how things were going. The team leader pointed out that it was a positive conflict that had taken place beacuse he had not been aware that cultural factors can in fact influence how people conduct themselves at work and that it may even influence a person's work ethic.


 * Differences in the Brazilian culture regarding the following:**


 * Forms of address - Brazilian being laid back may not need to be addressed formerly like Sir or Madam but in their language it would be welcoming for a visitor to be greeted in the folllowing way: "Como Vai?" means a formal How are you? / "Bom Dia!" meaning Good morning or "Boa Tade!" meaning "Good afternoon" just to name a few of the first things you can say to a Brazilian.
 * Levels of formality/Informality - Brazilians are mainly laid back and some polite expressions used can be "Por favor" when you want to say Please/Excuse-se (by asking information) / "Desculpe" meaning sorry (apologizing) and "Da licenca" when you want say Excuse - me (By making way or coming through)
 * Work ethics - hardworking but have a extremely casual attitude about time.
 * Personal Grooming - Brazilians take great pains in presenting themselves and most of them take pride in how they look.
 * Family obligations - Family orientated group orientated
 * Religious Holidays - Brazil has the largest number of baptized Roman Catholics on Earth — about 74% of Brazilians claiming to be Catholics. Since it is highly influenced by christianity they observe their religious holidas as well as observe their culture.
 * Customs - very diverse and still practiced however, they have a christian customs as well.
 * Special needs - Groups, laid back atmosphere and do not like being told what to do.
 * Bibliography:**

http://www.maria-brazil.org/brazilian_body_language.htm Access date: 12/06/07 http://www.answers.com/topic/religion-in-brazil Access date: 12/06/07