Caroline_Part_B

=**Part B - Putting Your Travel to Work in Industry**=

A potential difficult situation or cultural misunderstanding that could take place within my workplace with an international visitor could be giving directions to a particular tourist destination and a timing schedule. This could become an issue when they do not understand the surrounding landmarks and we also need to make sure that when discussing a time schedule, we ensure they have changed their watches to local time.

A potential difficult situation or cultural misunderstanding that could take place within my workplace with a staff member from a different background could be giving instructions in an OH&S situation. The instructions and directions could be misinterpreted, or they may be quite different to what they have been used to in their own culture, so the safety of the worker and other workers could be at risk.

To deal with colleagues and customers from different backgrounds, effective listening skills need to be observed. To ensure the correct message is understood, an interpreter may be used, but when an interpreter is involved, we must ensure that we as staff members talk to the client, not the interpreter.

Effective listening skills will help to ensure there are no misunderstandings within the conversation, and that the questions are answered adequately with the correct information, displayed in the correct way.

Effective listening skills not only enables the listener to understand what the speaker is saying, but also helps them to determine how they should answer and respond to what is being said. For example, diagrams, maps and pictures may be useful for some, but others may want step-by-step instructions. To understand your clients’ needs, you need to be able to listen carefully.

The five other aspects of complaint handling are:
 * express concern and empathise
 * take responsibility for resolving the complaint
 * indicate what action will be taken
 * take action to resolve the complaint
 * follow up to ensure customer satisfaction

I would use the aspects of complaint handling to help resolve the situation through understanding what the desired outcome is for the customer and treat it seriously. If it was a cultural misunderstanding we would need to ensure that there was effective communication to fully understand the complaint. Action needs to be indicated to the client, and taken to ensure it is properly dealt with and the customer is satisfied with the outcome.

My cultural experience to Italy would help me in the workplace when dealing with customers and colleagues with cultural and social differences. Italians are formal but friendly in their greeting of strangers. They give handshakes, direct eye contact and a smile. They show respect by using people’s last names until they become a friendly acquaintance. Once a relationship develops, they may air-kiss on both cheeks (starting with the left one), and a pat on the back may be common between men. People must wait until they are invited to move to a first name basis.

Within Italy there is a strong business meeting etiquette. Appointments are a must and should be made in writing, two to three weeks in advance, and reconfirmed by telephone or fax. It is advised to be on time as it is seen as a virtue and is respected. The goal of the initial meeting is to develop a sense of respect and trust with your Italian business colleagues. Meetings are meant for a free flow of ideas and to let everyone have their say, not necessarily to reach decisions. It is common to be interrupted while speaking or for several people to speak at once, and people often raise their voice to be heard over other speakers, not because they are angry.

Appearances matter in Italy. The way you dress can indicate your social status, your family's background, and your education level. First impressions are lasting impressions in Italy, and the concept of 'bella figura' or good image is important to Italians. Italians unconsciously assess another person's age and social standing in the first few seconds of meeting them, often before any words are exchanged. Clothes are also important to the Italians and they are extremely fashion conscious and judge people on their appearance. People will be judged on their clothes, shoes, accessories and the way they carry themselves. For business it is important that both males and females dress well and wear elegant accessories.

Italians are very big on family and have close family bonds. They like to help and support family and would take offence at people being critical of their family ties.

Italians would observe all the Catholic holidays and traditions, some of which are listed below:
 * February
 * 21 - Ash Wednesday
 * April
 * 1 - Palm Sunday
 * 6 – Good Friday
 * 8 - Easter
 * June
 * 31 - Feast of St. Ignatius Loyola
 * September
 * 19 - San Gennaro Day
 * November
 * 1 - All Saints' Day
 * 2 - All Souls' Day
 * December
 * 25 - Christmas

The Italians have many customs, but here are just a few to be considered when dealing with international clients and staff members:
 * there is a baptism for the newborn child, who has a godfather/godmother
 * after death people are buried in coffins at a selected cemetery, or taken to the crematorium (usually the person’s request)
 * at weddings, the candy-covered almonds are tied in mesh bags to toss at the bride and groom, based on a tradition to avoid childlessness
 * in Southern regions of Italy, the couple shattered a vase or glass into many pieces at the end of the wedding day - the number of pieces represented the number of years they'd be happily married to one another

In Italy there is a gift-giving etiquette, which would be important if you were in hotels and preparing gifts. Some examples are given below:
 * do not give chrysanthemums as they are used at funerals
 * do not give red flowers as they indicate secrecy
 * do not give yellow flowers as they indicate jealousy
 * if you bring wine, make sure it is a good vintage - quality, rather than quantity, is important
 * do not wrap gifts in black, as is traditionally a mourning colour
 * do not wrap gifts in purple, as it is a symbol of bad luck
 * gifts are usually opened when received

There is also a dining etiquette, with some examples given below:
 * If invited to an Italian house:
 * if an invitation says the dress is informal, wear stylish clothes that are still rather formal, i.e., jacket and tie for men and an elegant dress for women
 * punctuality is not mandatory - you may arrive between 15 minutes late if invited to dinner and up to 30 minutes late if invited to a party
 * if you are invited to a meal, bring wrapped gifts such as wine or chocolates
 * if you are invited for dinner and want to send flowers, have them delivered that day

Italians also follow certain table manners, which would be necessary to understand if you worked in a restaurant or a function centre. Some examples are given below:
 * remain standing until invited to sit down (you may be shown to a particular seat)
 * table manners are Continental -- the fork is held in the left hand and the knife in the right while eating
 * follow the lead of the hostess - she sits at the table first, starts eating first, and is the first to get up at the end of the meal
 * the host gives the first toast
 * an honoured guest should return the toast later in the meal
 * women may offer a toast
 * always take a small amount at first so you can be cajoled into accepting a second helping
 * do not keep your hands in your lap during the meal; however, do not rest your elbows on the table either
 * it is acceptable to leave a small amount of food on your plate
 * pick up cheese with your knife rather than your fingers
 * if you do not want more wine, leave your wineglass nearly full

There are many things to consider when dealing with international clients and staff members. We just need to remember that how we act and respond to their complaints will affect them, whether it makes them feel at ease or become offended, our reactions and understanding will make all the difference.

My cultural experience has taught me to be more understanding and patient with those who cannot understand me, as when I was travelling, all I wanted was to be understood and given the time to understand. Patience, along with effective listening skills and the use of other communication techniques (such as diagrams, maps, pictures and instructions) will all help to reduce misunderstandings and provide a successful workplace.

Please note that the websites listed below were very helpful in regards to this section of the assessment. http://www.kwintessential.co.uk/resources/global-etiquette/italy-country-profile.html http://www3.kumc.edu/diversity/ethnic_relig/ethnic.html http://en.allexperts.com/q/Italian-Culture-2880/italian-customs.htm