PART_B


 * __Part B- Putting Your Travel to Work in Industry__**


 * In the workplace there could be potential difficult situations or cultural misunderstandings. These could happen with:**

While working in a hotel staff will encounter many international visitors. A difficult situation could arise is if the visitor can only understand a little bit of English and when encountered by a staff member it could become a difficult situation if the international visitor who knows only a little English comes up to a staff member. Because of the limited English the staff member will start to talk slower. But something which is common with people is that they do talk slow but they do talk louder back. This could be seen by the international visitor as loud and rude.
 * An International visitor

A possibility of a cultural misunderstanding is if at a staff party a staff member offers another staff member some wine not knowing that the staff member is Islam. This could be seen as simply a misunderstanding but also there could be a possibility that the Islam staff member could take offence.
 * A Staff Member from a different background


 * I would use effective listening skills to determine the specific need of the international visitor or the staff member. I would pull my voice tone done when talking to the international visitor and be respectful and helpful. With the staff member I would talk to them and also question them kindly.


 * List 5 other aspects of complaint handling**

1. Listen I would carefully listen to the complaint from the international visitor and the staff member 2. Acknowledge I would acknowledge the situation 3. Discuss I would discuss this situation with them 4. Apologise I would apologise to both parties if I have sent them the wrong impression and if I came across as offensive 5. Question I would ask questions as this is an effective listening tool.

As I come from a different cultural background (Filipino) I have a different cultural experience compared to the western world. This helps me understand when dealing with customer and clients that there are different needs that could be personal or religious but this comes from the different cultures that they are from. - In the Philippines, a form of address is when a younger person takes the older persons right hand with their right and brings the older person right hand towards the younger person’s forehead and touches. This is seen as a great form of respect in the Philippines. By having this different form of address this will help me with my customers and colleges as I find that they are culturally different but my mind is open to different forms of address. - From my experience in the Philippines there are high levels of formality/informality. With this experience, towards my customers and colleges it will help me in the workplace to be more respectable because not all cultural backgrounds have the same levels of formality/informality. - Work Ethics is huge in the Philippines. This is something that I have learnt, when dealing with customers and clients that we have different work ethics because of or cultural and social differences, but it is also important to make sure wherever I am working and who I am working with that the work ethics are to a high standard. - In 5 star hotels, personal grooming is something I have seen at its best in the Philippines. They demand a high standard concerning personal grooming. There is a sense of professionalism which is felt by the customers. From my cultural experience it’s had showed me that personal grooming should be to a high standard. And with working with customers it is important to convey this high standard of grooming and professionalism. For colleagues it is important to know this and expect it. - Family Obligations are important and from my different cultural experience it had showed me that with dealing with customers we must make the time flexible to them to meet their family needs. With colleagues understanding that they have family obligations as well and that this could co-inside with their social and cultural needs is very important to understand. - There are many holidays for different religions. This could be seen when Ramadan is finished. Dealing with my customers I have to show them that I am open to the celebration no matter what religion I am and will respect it. Dealing with colleges with different religion because I have been constantly surrounded by others with different religion I have a high understanding with this and it will help me in the workplace in the future. - There are many customs with different cultural backgrounds. As I am from a different culture I have understood that because there are different customs I must respect this and with dealing with customers I realise that respect should be highly given. With dealing with customers and colleagues it is the same as with dealing with customers. A high level of respect should be given to them as I do not want to offend them in any way. - Every culture has different needs. Some cultures might not let you eat meat to others not letting you drink alcohol. With my cultural experience this is something I have to show my customers that if they have a special need I must accommodate for it. With my colleagues I must make the workplace comfortable for them of they have special needs.