2. MANAGEMENT OF CULTURAL DIVERSITY
Demonstrate mastery of knowledge and understanding of managing cultural diversity.
4.1.1 Explain the challenges of cultural diversity
a) Communication Challenges
b) Discrimination Issues
c) Training Challenges
4.1.2 Explain the Employee Relationship Management System
4.1.3 Explain the Diversity Management Training Programme
4.1.4 Identify the Method to Overcome the Stereotypes and to Increase Fairness
3. 4.2 Understanding the Study of Minorities
4.2.1 Racial and Ethnic Groups
4.2.2 Ethnocentrism
4.2.3 Women as Minorities
a) Sexual Differences
b) Social Indicators of Women’s Status
c) Sexual Harassment
d) Sexism and the Law
e) Women and Politics
4.
5. CHALLENGES OF CULTURAL DIVERSITY
Communication Challenges
Discrimination Issues
Training Challenges
7. WHAT IS COMMUNICATION?
Communication is a process by which two individuals “try” to exchange a set of ideas, feelings, symbols
and meaning.
What is Cross-Cultural Communication?
- Pause & make a short list of the groups to which you belong:
Occupation = Lecturer
Marital Status = Married
Gender = Female
Hobbies = Reading and drawing
8. COMPONENTS OF COMMUNICATION
Language Elements
Verbal
Non-verbal
External Elements
Cultural norms, relationships, context
Internal Elements
Purpose, attitude
10. WHO AM I?
When I met you, I may bow. You may ask my age, but I will be embarrassed If you ask me about my
religion, and, as a result of my embarrassed, I may laugh. I will pause for perhaps 20 seconds before
answering, allowing time for a shared communication without words. If you become uncomfortable with
my silence and say “I’m sorry” I will apologize to show my wish to cooperate, and will probably not look
you in the eye when I answer. However, I would not complain to tell you that your question about my
religion is considered impolite.
I am from……………..
11. WHO AM I?
My rapidly-growing country is ethnically diverse, with as many as 20 major languages being spoken,
along with many local dialects. In this constitutional monarchy, most people live in rural areas, and 80%
of the people are farmers. When I greet you, I will put the palms of my hands together in front of my
chest or chin or I may raise my right hand in a salute (salaam), and will always call a professor by title.
Things I would never do: touch another’s head, wink at you, point the bottom of my foot at someone, eat
with my left hand.
I am from………………..
12. WHO AM I?
When people in my country greet, we say “hello” or “good afternoon” in English and are cheerful and
courteous to show respect; neglecting to greet someone is a sign of disrespect. With more than 250
ethnic groups, we have more than 250 languages, thus English is our Official language, though less
than 50% of people speak English. We do not pass things with our left hand alone, nor should we show
the bottom of our foot to someone; the most vulgar gesture to me, however, would be to push the palm
of the hand forward with the fingers spread. We visit friends and relatives frequently, and welcome
unannounced guests. If we wish our children to leave the room while guests are visiting, we often wink
at them.
I am from…………………
13. ANSWERS FOR “WHO AM I?” GAMES.
Answers:
I am from Japan
I am from Nepal
I am from Nigeria
14. WHAT IS CULTURE?
Culture is that which distinguishes one group from another – (Jan Hofstede)
Surface culture (tangible) vs Deep Culture (Attitudes & Belief systems)
16. CULTURAL VALUE DIMENSIONS
Identity
Collectivism vs Individualism
Hierarchy
Large power distance vs Small power distance
Gender
Femininity vs Masculinity
18. COMMUNICATION CHALLENGES
Problems with communication occur when the way in which we express ourselves is not fully
understood by those we want to communicate with.
Those who are seen not good communicators will overcome barriers for make people understanding
and maximize the impact of their massage.
Cultural differences tend to be revealed in language
Misunderstanding between people from different cultures tend to arise from their use of language to
communicate with each other.
Language varieties can cause communication problem when people use these varieties have to
interact.
19. PROBLEM WITH COMMUNICATION
ORGANIZATIONAL
Can be directly attributed to poor operational practices.
PHYSICAL
Include distance, lack of appropriate technology, and lack of privacy
CULTURAL
Include different in the interpretation of word meanings in different cultures even though they may be using a
common language
LINGUISTIC
Include jargon and acronyms that mean different things to different groups.
INTREPERSONAL
Include the many nonverbal signals that can easily be misinterpreted.
20. WHAT ARE THE BARRIERS?
Language
Non-verbal communication
Beliefs/values/attitudes
Misinterpretations & stereotypes
Stress of intercultural interactions
21. SOME SIMPLE STRATEGIES
Language
= always ask for clarification
Non-verbal communication
= don’t take it personally
Attitudes/beliefs/values
= educate yourself
Stereotypes/misinterpretations
= recognize that you cannot change the culture or yourself overnight
= try not to judge others by your own cultural values
Stress
= accept some ambiguity
= be patient and forgiving
22. SEVEN PIECES OF PRACTICAL ADVICE
Don’t assume sameness
“normal” behavior is not universal
“yes” can mean many things
Don’t assume you were understood
Don’t assume that you understand
You don’t have to like “different” behavior, but try to understand where it comes from
Most people do behave rationally; you just have to discover the rationale
23. DISCRIMINATION ISSUES
Discrimination is acting toward or treating individuals or groups in a different manner because they are
different.
What often leads to discrimination?
= stereotypes – an idea or statement about all of the members of a group
= Prejudices – a negative attitude toward a group of people
= racism – the belief that members of one race or ethnic group are superior to members of other races or
ethnic group
24. THE LAW
The United States has enacted several laws that make it unlawful for employers to discriminate against
employees, applicants and clients.
Civil Rights Act of 1964
Age Discrimination Act 1967
Americans with Disabilities Act 1990
Because of these laws, employers must base decisions (such as hiring, firing, job assignment, etc.)
solely on an employees' ability to do the job.
Employers must take accommodations (changes) for employees/customers with disabilities
Employers who discriminate are subject to fines and lawsuits
25. EQUAL OPPORTUNITY EMPLOYER
An employer who agrees not to discriminate against any employee or job applicant
Publically makes statements that is does not discriminate:
It is the policy and commitment of (name of business) that it does not discriminate on the basis of
race, age, color, sex, national origin, physical or mental disability or religion.
26. FIVE COMMON TYPES OF DISCRIMINATION
Sex/gender Discrimination
Disability Discrimination
Age Discrimination
Racial/ethnic Discrimination
Religious Discrimination
27. TRAINING CHALLENGES IN CULTURAL
Misunderstanding
= misunderstanding is the foremost barrier to communication in a multicultural environment. This is common
among people of different cultural backgrounds whose values and beliefs vary. The variation in the different
cultures results in high level of anxiety and uncertainty and end up into the misunderstanding.
Norms and Roles
= norms are the culturally defined rules for determining the acceptable and appropriate behavior. Roles are set
off norms applicable to specific groups.
Beliefs and Values
= beliefs and values are different from person to person. In a globalized working community each and every
person’s beliefs and values depend on his culture.
Stereotyping
= value judgements about people.
Ethnocentrism
= thinking about our own culture, our group behavior as the standard against all the other groups.
28. EMPLOYEE RELATIONSHIP MANAGEMENT SYSTEM
Employee Relationship Management refers to managing the relation between the various employee in
an organization.
The relationship can be between employee and the employer as well as between employees at the
same level.
Employee relationship management system is a process that companies use to effectively manage all
interactions with employees, ultimately to achieve the goals of the organization.
The human resources department can play a critical role in this process, both in terms of training and
coaching managers and executives on how to effectively establish and nurture relationships with
employees and in measuring and monitoring those relationships to determine whether objectives are
being met.
29. PROCESS ON EMPLOYEE RELATIONSHIP MANAGEMENT
SYSTEMS
Identifying objectives
Determining employee needs
Balancing work and life needs
Open, honest communication
Measuring and monitoring results
Relationships are interpersonal
30. DIVERSITY MANAGEMENT TRAINING PROGRAMME
Diversity training and education are necessary and essential to help companies in the industry to
become competitive and successful.
Diversity management training program such as cross-cultural training can help oversea managers to
learn knowledge about different cultures and help them to develop skills of managing cultural diversity
issues, which can therefore significantly reduce the potential costly failure caused by cultural difference
problems.
To diminish cultural barriers that managers of international companies may encounter in foreign
countries, they will have to aware their own ethnocentric viewpoints and have the willingness to go
beyond them and learn about a different cultural environment.
31. DIVERSITY MANAGEMENT TRAINING PROGRAMME
The cross-cultural training section should be added into the training program to direct and help the
trainees to understand the cultural expectations and their additional nonverbal behavioral
manifestations.
Diversity management training and multicultural education teach employees about various cultures.
These training programs help to diminish stereotypes and allow trainees to see the cultural differences
and the truth about other cultures. By the training, employees will show more respect to other people
with different cultural backgrounds, and achieve more understanding of other’s beliefs and their
tradition.
Since multicultural workforce includes every job position from the top management down to low-level
employees, diversity management training should be conducted in all levels in the hospitality industry
but not only in the entry-level or low-skilled level.
34. METHOD TO OVERCOME THE STEREOTYPES AND TO
INCREASE FAIRNESS
Stereotypes are defined as a conventional, formulaic and oversimplified conception, opinion or image.
Stereotypes can easily result in discrimination to minority employees with cultural differences.
Discrimination may cause minority employees to feel ashamed of their culture and therefore lack the
willingness to cooperate with others.
Ethnocentrism is the belief that one’s culture is superior over others.
Stereotypes, ethnocentrism or discrimination can take place in parts of the employees, or even among
some managers. This negatively affects the whole company, which might result in further isolation of
minorities.
35. METHOD TO OVERCOME THE STEREOTYPES AND TO
INCREASE FAIRNESS
In today’s labor market, managers might need to be more of a talent scout than a resume screener.
Employers should recognize the talents of minority workers, developing management opportunities to
those qualified minority candidates.
First they should overcome negative stereotypes such as the assumption that minority workers only
tend to be capable of foodservice work like washing dishes.
Industry also needs to improve fairness in pre-employment hiring screening. Job descriptions need to
be more rational. New standards like structured interviews or culturally sensitive tests should be added
into the screening systems.
Human resource departments must regularly review and reevaluate their current measures and
mechanism for hiring and evaluation to ensure that these systems are fair to applicants or employees
with different cultural backgrounds. Make sure the screening tools are culturally sensitive and the
testing is cultural unbiased.
41. EXAMPLE OF ETHNOCENTRISM
KU KLUX KLAN COMMUNITY
didn’t accept any other person from outside because of ethnocentrism
42. GROUPS ACTIVITIES IN CLASS
Please divide into five group then each group need to find information about Women as Minorities in terms
of:
a) Sexual Differences
b) Social Indicators of Women’s Status
c) Sexual Harassment
d) Sexism and the Law
e) Women and Politics
43. SEXUAL DIFFERENCES
Sex differences refer to the differences in how male and female behave and thinks.
The term of sexual differences is also refer to average group differences between male and female that
are presumably based on sexually monomorphic.
Sexual differences involve both of physical and emotional factors.
In term of religious, beliefs, class status, level education, people skills and personal experiences. From
that way the sexual differences are created.
44. SEXUAL DIFFERENCES
Males/boys:
• Independent, assertive, &
competitive
• Have more mature muscular
development
• But more vulnerable to
disease
• More aggressive
• Have more emotionally
problems than girls
Females/girls:
• Passive, sensitive, &
supportive
• More physically &
neurogically advanced at
birth
• More nurturant
• Tend to imitate the male role
because of greater status &
privilege in our culture
45. SOCIAL INDICATORS OF WOMEN’S STATUS
They are objectives measurement for understanding the general trends of a society
Social indicators are being developed with emphasis on the quality of life, such as population, health,
family, education and culture.
The status of women however, can only be determined by comparing their situation.
Women social indicators constitute a subdivision of such social indicators.
Women status/position in a society.
46. SOCIAL INDICATORS OF WOMEN’S STATUS
The status of women is affected by:
The low status of women than a men
Although half of the world's women are many then men. But, in all aspects of life both aspects of the political,
cultural arts, economy and trade is a world of men.
Women are always in position number 2 behind man.
As a wife
This is the main factor that women status always low than a men. Because, the success of a husband is strongly
supported by his wife. Women's role is very important in a family.
Examples of their roles: - As a partner to husband.
- Helping in making discussion while providing motivational support to her husband.
- Understand the position, duties and responsibilities of the husband.
47. SEXUAL HARASSMENT
Can be defined as unwelcome sexual advances.
Any unwanted conduct of a sexual nature having the effect or verbal, non verbal, visual, psychological &
physical harassment
Request for sexual favours.
Other verbal or physical conduct of a sexual nature that affects an individuals employment and his/her
work performance.
48. CODE OF PRACTICE ON THE PREVENTION & ERADICTION OF
SEXUAL HARASSMENT IN THE WORKPLACE 199
Launched in August 1999 by Human Resource Ministry
Purpose
Practical guidance to employers, employees, trade unions & other relevant parties on the protection of
the dignity of men at work
49. TYPES OF SEXUAL HARASSMENT
Sexual Coercion : result in some direct consequences to the victim's employment.
Sexual Annoyance : occur outside the workplace as a result of employment responsibilities or
relationships.
FORMS OF SEXUAL HARASSMENT :
1. Verbal
A conscious effort. For example, whistling, make sexual jokes and others.
2. Non verbal
May be making gestures or starring.
3. Physical
Touching, hugging or blocking movement.
4. Visual
Displaying sexually suggestive objects, pictures or posters in the workplace
5. Psychological
Considered on its own, a verbal comment, a gesture or a behaviour may seem innocent. It is the accumulation or all of these
behaviours which may become harassment.
50. PREVENTING SEXUAL HARASSMENT IN THE WORKPLACE
The employer/ manager must apply a rules or policy at workplace. For examples, a clothing etiquette.
Give an educational programme to the employees.
Monitor the workplace.
Encourage employees to came forward.
Take complaints seriously and investigate.
Policy statement prohibiting sexual harassment
Complaint procedures
Disciplinary rules & penalties
Protective & remedial measures for victim
Promotional & educational programs.
51. SEXISM AND THE LAW
Sexism:
Is discrimination based on a person's sex or gender.
Can affect any gender, but it is particularly documented as affecting women and girls.
It has been linked to stereotypes and gender role, and may include the belief that one gender is superior
to another.
Sexism can also be against the law when it is expressed as discrimination against a person on the basis
of gender identity . Intersex status , sexual orientation , marital or relationship status , family
responsibilities , pregnancy or potential pregnancy or breast feeding
The sex discrimination act protects people against discrimination in many areas of public life including
employment , education , getting or using services or renting or buying a house or unit , there are some
limited exemptions
52. SEXISM AND THE LAW
The law:
Civil right act of 1964(Equal employment opportunities)
Prohibits employment discrimination based on race, colour, religion, sex, and national origin.
Equal pay act of 1963
Requires that employers pay all employees equally for equal work, regardless of whether the employees
are male or female
53. WOMEN AND POLITICS
Diversity can affect women in different stages of the employment process, starting from being hired, to
being allowed to hold certain positions, to promotions, to effective interaction and communication.
A women could lead the office's diversity program to increase awareness and understanding of female
cultures
Women could also learn from their male colleagues, for example how to negotiate their salary
Participate in political activities and connect women with their community and each other.
Women and politics advocate on behalf of all women.
Increase the participant of women with politics.
54. WOMEN AND POLITICS
Diversity is a great approach to enhance a company competitiveness ideally the principle of a diverse
workforce is applied throughout the hierarchy . However women who enter a profession with the goal
of ascending the corporate ladder should be aware that there is a lack of diversity on boards and
executive team .
How women are effected?
The poll found that minorities still experience discrimination across the country . Even though more
companies have put policies in place to prevent it . Diversity can affect women in different stages of the
employment process.
