MIDTERM MODULE

Multicultural Diversity in the Workplace for the

Tourism Professional

CHAPTER 1: Understanding the Culture

WHAT IS CULTURE?
Culture refers to the socially constructed and learned ways of behaving
and believing that identify individual and distinct social groups.
It is a shared practice of a group of people. These may include the
following: beliefs, values, knowledge, assumptions, experiences and
ideas, customs, rituals, symbols, myths and legends of the people in the
community, social activities, economics, politics, agriculture, industries,
laws and ways of justice, security, health, environment, education, and
religion.
Culture shapes a person's identity and influences the way how he/ she
thinks, behaves, and forms his/her values system.
It is a dynamic based on new developments in society that can impact a
group of people.
These are passed on from one generation to the next, and some of the
elements may change over time.
These elements of the culture are transmitted or passed on to other
generations through a combination of communication, oral and/or writing
(language), and art (such as music, song, storytelling, painting, and
dance), and they are institutionalized as acceptable for the current group
or community.
Oftentimes, the change in culture standards from generation to
generation would result in gaps in the understanding of the different age
groups.

Elements of Culture
These elements may create some kind of interaction, so it is better than the
tourism professional is aware of it and knows how to handle them.
The selected elements of culture that impact the tourism professional are
the following:
1. Art - "The Importance of Art in our Society,"
art is an expression of the creative ideas and imagination, and the artist can
choose a medium to express their craft. Artists can translate their
imagination and ideas into something tangible, and these are valued by
other people as they appreciate and comprehend meaning from the works of
the artists.
These creations, physical objects or visuals, can be held, viewed, and reflect
a society's development at a particular period. The paintings, artifacts,
clothing, music, sculptures, dances, plays, literature, architecture, and other
man-made creations hold meaning or significance to a group of people.
Some consider art pieces valuable as they were created by artists who are
recognized by their people. In some instances, an art piece is easily
identified as coming from a particular place or person and may bring good
memories of that place or person.
WHY IS ART IMPORTANT IN OUR SOCIETY?
Cultural Reflection:
• Art reflects the cultural values, beliefs, and development of a
society at a particular period.
• It serves as a visual and tangible representation of a
community's identity and history.
Preservation of Heritage:
• Artifacts, paintings, and cultural creations contribute to the
preservation of a society's heritage.
• They serve as a record of traditions, customs, and historical
events, allowing future generations to connect with their roots.
In essence, art is not just a form of entertainment but an integral part of
human existence. Its multifaceted impact on culture, emotions,
communication, and societal development

2. Believes
Belief refers to a state of conviction or acceptance that something is true,
real, or exists, often without concrete evidence or proof. Beliefs can
encompass a wide range of subjects, including religious, cultural, moral, or
personal convictions. They play a crucial role in shaping an individual's
worldview, influencing their thoughts, behaviors, and decision-making.
Example:
1. Superstitious Beliefs: "Pagpag":
2. Cultural and Religious Beliefs: "Mano Po"
3. Folk Beliefs: "Tikbalang": A mythical creature resembling a horse with
human features.
4. Health-Related Beliefs: "Usog"
5. Spiritual Beliefs: "Anting-anting"
6. Family and Ancestral Beliefs: "Bahay Kubo": The belief that the design
and arrangement of a traditional Filipino house, often called "bahay
kubo,".
7. Nature and Environmental Beliefs: "Diwata
People choose their source of inspiration and it can be based on beliefs and
values that are shared by many people in the group. As these beliefs and
values are adopted by many followers, they are passed down to the
succeeding generations.

3. Values
Values refer to the principles, standards, or qualities that an individual or a
group of people consider important and desirable in life. These are deeply
held beliefs that guide behavior, decisions, and attitudes. Values
provide a framework for assessing right from wrong, shaping interpersonal
relationships, and influencing one's overall worldview. In essence, they are
the fundamental convictions that help individuals navigate their lives and
interact with others.
Examples:
1. Utang na Loob (Debt of Gratitude):
2. Pakikisama (Harmony):
3. Hiya (Shame): Hiya is a value tied to the fear of losing face or
causing embarrassment to oneself or others.
4. Respect for Elders (Pagmamano):
5. Close Family Ties (Familismo):
6. Hospitality (Pag-aari sa Bisita):
7. Bayanihan (Community Spirit):
8. Kapwa (Shared Identity): Kapwa emphasizes the
interconnectedness of individuals and their shared identity.
9. Pakikipagkapwa (Sense of Community):
10. Balikbayan (Returning Home): The value of coming back to one's
homeland and reconnecting with one's roots is symbolized by the
term "balikbayan."

Values are based on ethics, principles, beliefs, standards, and qualities that a
person or a group of people may hold in high regard.
The significant people who will mold the set of values of a person are those
who make an impact on their early life and can guide the way how their
decisions will be made in the future.

4. Geography
Geography refers to the various forms of natural or man-made physical
landscapes affected by human activities and how people arrange the
physical space around them. It includes buildings, roads, fields, cities, and
various land and water forms like mountains, coastal areas, and any physical
landscape that underwent artificial or natural change.
Geography is considered one of the elements of culture because it
encompasses the physical landscapes and spaces that shape human
activities, behaviors, and ways of life. The geographical features of a region
influence how societies develop, organize themselves, and interact with their
environment. Let's elaborate on the role of geography in culture with
examples:
1. Influence on Settlement Patterns:
 Example: In the Philippines, the geography of the archipelago, with
its numerous islands, has influenced the distribution of settlements.
Coastal areas are often more populated due to fishing and trade
opportunities, while mountainous regions may have smaller,
isolated communities.
2. Formation of Cultural Regions:
• Example: Different geographical regions can give rise to distinct
cultural identities. In the Philippines, Luzon, Visayas, and
Mindanao exhibit unique cultural traits influenced by their
geography, contributing to regional diversity.
3. Cultural Practices and Adaptations:
• Example: Indigenous communities in mountainous areas may
have unique cultural practices influenced by their surroundings.
The Ifugao people, for instance, developed intricate terrace
farming techniques adapted to the mountainous landscape.

5. Language
Language is a fundamental element of culture because it serves as a
primary means of communication and a vehicle for transmitting cultural
knowledge, values, and traditions from one generation to the next. It is a key
component that binds a community together, allowing individuals to express
their thoughts, share experiences, and convey complex ideas.
Transmission of culture from one generation to another or from one member
to other members of a group of people in a society is also done using
language-either written, spoken, or a combination of both.
Culture is preserved, changed, or transmitted to colleagues and customers
using language.
Each culture has a unique language that is passed on by each person to the
next generation and the following generation.
The language can be defined and can be compared to express one's view
and to forward one's opinion. The accent, or the unique speaking style,
may give someone an indication of the origins of a person.
For effective communication to happen, the sender and receiver in
any communication process must share a common language.
There are around 180 dialects in the Philippines, more than 1000
dialects in Southeast Asia, and at least 6500 languages spoken in the
world.
In the Philippines alone, a word used in one province can mean
something different in another province.
Here's an elaboration on why language is a crucial element of culture, along
with examples:
1. Communication and Expression:
• Language is the primary tool for communication, enabling
individuals to convey their thoughts, feelings, and information to
others.
2. Cultural Transmission:
 • Language is the vehicle through which cultural knowledge,
beliefs, and traditions are passed down from one generation to
another.
4. Identity and Connection:
• Language plays a crucial role in forming and expressing cultural
identity. It connects individuals within a community and
distinguishes them from other groups.
5. Preservation of Tradition:
• Through language, cultural practices, rituals, and traditions are
preserved and passed on, ensuring continuity and connection
with heritage.
In summary, language is a cornerstone of culture, serving as a tool for
communication, cultural expression, and the preservation of traditions. It
binds communities together, facilitates the transmission of cultural
knowledge, and plays a pivotal role in shaping cultural identities
It is to the advantage of tourism professionals to be able to use English,
written and spoken, as it is used by the greatest number of people. The
workplace and customers will be local or international, and there will always
be an occasion to communicate with them.

6. Law and Politics

The other is the constitutive approach which looks at the law as a part of the
constitution of a culture; thus, the constitution of people's minds, practices,
and social relations. It also sees the law that the courts create and apply as a
distinct cultural system wherein its constituents comply with.
Many of the laws in a nation are developed by lawmakers based on the
acceptable practices of the members of the country. The concepts of right
and wrong and fairness and injustice draw from cultural practices in a
particular area that may be gradually accepted as a practice in a bigger
area.
As a professional, one must be aware of laws and politics that apply in the
country where their work is undertaken, especially in the delivery of products
and services to colleagues and customers.

7. Religion
Religion is considered one of the essential elements of culture because it
significantly influences the beliefs, values, practices, rituals, and social
structures of a particular group of people. Religion plays a crucial role in
shaping the worldview and identity of individuals within a cultural context.
Religion is a very strong source of cultural influence in many countries like
in the Philippines.
It has permeated every facet of daily living, including the way people
venerate, eat, dress, sleep, and work.
Based on the CIA Factbook updated last 2019, the Philippines' religion
distribution is enumerated below;
 1. Roman Catholic, 80.6 %
2. Protestant, 8.2 %
This includes the various Philippine Council of Evangelical
Churches (2.7%), National Council of Churches in the
Philippines (1.2%), and other Protestants (4.3%)
3. Other Christian groups like Iglesia Ni Cristo and El Shaddai,
3.4%
4. Muslim, 5.6%
5. Tribal religions, 0.2%, Other, 1.9%, None, 0.1%

Here's an elaboration on why religion is part of the elements of culture,

along with examples from Filipino culture:
1. Guiding Beliefs and Values:
• Religion often provides a set of guiding beliefs and values that
dictate moral and ethical standards within a culture.
2. Cultural Practices and Rituals:
• Religious practices and rituals are integral to many cultures,
shaping how individuals express faith and connect with the
divine.
3. Social Structures and Community:
• Religion often establishes social structures and community
bonds, bringing people together based on shared beliefs and
practices.
4. Morality and Ethics:
• Religious teachings often form the basis for moral and ethical
guidelines within a culture, influencing behavior and decision-
making.
6. Influence on Social Norms:
• Religious teachings often contribute to the establishment of
social norms and guide behavior within a community.

9. Social Organization
Social organization is considered one of the elements of culture because it
encompasses the way people in a society structure and organize
themselves. It involves the patterns and arrangements of relationships,
roles, and institutions that shape how individuals interact with one another
and contribute to the overall functioning of a community.
Understanding social organization in Filipino culture provides insights into
the dynamics of relationships, community structures, and the
interconnectedness of individuals. It highlights how shared values and
traditions contribute to the cooperative functioning of society, emphasizing
the importance of collective well-being and a sense of community.

10. Technology
"Technology can aid in a variety of ways to co-create tourist
experiences. It can serve as an enabler, producer, attractor,
enhancer, and educator. However, it may also become a 'destroyer' of
tourist experience due to shifts in service experiences that lack interpersonal
charm and thus generate negative effects in retaining the authentic culture
of the area.
With the advent of the use of technology, many of the work by tourism
professionals in various tourism enterprises have been replaced by some
systems that have made the work faster and more current.
A smartphone can do more than just send text messages and call. It can also
be used as a camera, a calendar, an appointment book, an Internet access
device, and a calculator.
There are changes in people's behaviors and practices of their
socialization skills due to their preoccupation with their devices.
Family members or colleagues talk less with each other during mealtimes or
at work as they are absorbed in the use of their phones or other devices.
Their preoccupation can be because of playing games, reading, or using p
social media such as Facebook and Instagram. There may be no need to
memorize certain information as the information source is readily available
when you searched for it using your smart phones with Internet connection.
These require new skills for the tourism professional. As tourism
professionals, even with technology present in the workplace, the hospitality
and service attitude have to be the priority mindset for colleagues and
customers. Building and sustaining relationships with colleagues and
customers should take precedence over anything else in the workplace.

CHAPTER 2: KEY FEATURES OF CULTURE

Culture is different from others concepts because culture is …

1. Dynamic:
Culture is not static; it is constantly evolving and changing over time. It
adapts to new circumstances, experiences, and influences.

2. Learned:
Culture is acquired through the process of learning rather than being
inherited genetically. People learn cultural norms, values, and behaviors
from their surroundings and interactions with others.

3. Non-uniform:
Culture varies across different groups, regions, and societies. There is
diversity in cultural practices, beliefs, and customs.

4. Patterned:
Culture is not random; it consists of organized patterns of thought,
behavior, and expression. There are underlying structures and systems
that give shape to cultural practices.

5. Social:
Culture is a shared phenomenon within a social group. It involves the
collective beliefs, values, and behaviors of a community.
6. Shared:
Culture is a shared experience among members of a group. It creates a
sense of identity and belonging within the community.

7. Transferable:
Culture can be passed from one generation to the next through various
means, such as education, storytelling, and imitation.
Understanding these features helps us appreciate the richness and diversity
of cultures while recognizing the dynamic and interconnected nature of
human societies.

Chapter 3: DIMENSIONS OF CULTURE

The Fons Trompenaars Model, developed by Dutch organizational theorist
and management consultant Fons Trompenaars, outlines several dimensions
to understand cultural differences. These dimensions provide insights into
how individuals from different cultures might approach various aspects of
life, work, and interpersonal relationships. Let's delve into the key
dimensions of the Trompenaars Model:

1. Universalism vs. Particularism:

Universalism: This dimension reflects the extent to which a culture adheres
to rules, laws, and values that are universally applicable. In universalistic
cultures, there is a strong emphasis on standardization, consistency, and
applying the same rules to everyone.
Universalistic Cultures: United States, Germany, Sweden.
Particularism: In particularistic cultures, there is a greater emphasis on
relationships, exceptions, and contextual considerations. Flexibility in
applying rules based on specific circumstances is more acceptable.
Particularistic Cultures: China, Russia, Japan.
2. Individualism vs. Communitarianism (Collectivism):
Individualism: This dimension explores the degree to which individuals
prioritize personal goals, autonomy, and individual achievements over group
interests.
In individual cultures, the representatives decide immediately. Ideally, staff
members work on their own and feel individual responsibility. Praise
particular performance and profit individually.
Individualistic Cultures: United States, Australia, Canada.
Communitarianism (Collectivism): In communitarian cultures, the
emphasis is on collective goals, group harmony, and loyalty to the
community.
If you have to manage collective culture, make sure to praise the whole
group and avoid to overpraise individuals!
In an individualistic culture, success may be defined by personal
accomplishments and individual achievements. On the other hand, in a
collectivistic culture, success may be measured by contributions to the
group's well-being and maintaining harmony within the community.
Communitarian Cultures: China, Japan, many Middle Eastern and Latin
American countries.
3. Neutral vs. Emotional:
Neutral: This dimension relates to the display of emotions. In neutral
cultures, individuals tend to control and limit the expression of emotions,
focusing on maintaining a calm and composed demeanor.
Neutral Cultures: Japan, United Kingdom, Germany.
Emotional: In emotional cultures, people may express emotions more
openly and value the free expression of feelings.
Emotional Cultures: Italy, Spain, Brazil
Imagine receiving constructive feedback at work. In a neutral culture, the
feedback might be delivered in a calm and matter-of-fact manner. In an
emotional culture, the delivery might involve more expressive
communication, reflecting a range of emotions.

4. Specific vs. Diffuse:

Specific: In specific cultures, there is a clear separation between personal
and professional life. Relationships and interactions are task-focused, and
personal information is shared selectively.
Specific Cultures: United States, Germany, Switzerland.
Diffuse: Diffuse cultures emphasize a blending of personal and professional
life. Relationships are seen as interconnected, and personal information may
be shared more freely.
Diffuse Cultures: China, Japan, many Latin American and Middle Eastern
countries.
When conducting a business meeting, in a specific culture, the focus might
be on the agenda and tasks at hand. In a diffuse culture, there may be a
greater emphasis on building personal relationships during the meeting,
potentially discussing non-business topics.

5. Achievement vs. Ascription:

Achievement: In achievement-oriented cultures, individuals earn their
status and recognition through personal accomplishments and performance.
Achievement-Oriented Cultures: United States, Canada, Australia.
Ascription: Ascription cultures attribute status based on factors such as
age, gender, or family background, regardless of individual achievements.
Ascription-Oriented Cultures: Japan, many Middle Eastern and Latin American
countries.
Consider a leadership role. In an achievement-oriented culture, a leader is
often recognized based on their accomplishments and skills. In an ascription-
oriented culture, factors like age or family background may influence
perceptions of leadership capabilities.

6. Sequential vs. Synchronous Time:

Sequential: In sequential cultures, time is linear and viewed as a series of
consecutive events. Planning and scheduling are crucial, and punctuality is
highly valued.
Sequential-Time Cultures: United States, Germany, Switzerland.
Synchronous: Synchronous cultures view time as more fluid, with a focus
on the present moment and the relationships involved. Flexibility in
scheduling and adapting plans is more acceptable.
Synchronous-Time Cultures: Latin American countries, some African and
Asian cultures.
Consider a business meeting. In a sequential culture, the meeting is
expected to start and end at specific times. In a synchronous culture, the
meeting might start when everyone is present, and the agenda may be more
flexible.

7. Internal Direction vs. Outer Direction:

Internal Direction: In cultures with internal direction, individuals believe
they have control over their lives and can influence their destiny through
personal efforts.
Internally Directed Cultures: United States, Canada, Western Europe
Outer Direction: Cultures with outer direction believe external forces, fate,
or circumstances play a significant role in shaping one's life.
Outer-Directed Cultures: China, Japan, some Middle Eastern and Latin
American countries.
Think about career advancement. In an internally directed culture,
individuals may focus on setting personal goals and taking actions to achieve
them. In an externally directed culture, factors like luck or external
circumstances may be considered influential in career progression.

These dimensions help in understanding cultural variations and can be

applied in various contexts, such as cross-cultural communication,
negotiation, and leadership. It's important to note that individuals may not
strictly adhere to one dimension, and there can be variations within a
culture. The Trompenaars Model provides a framework for recognizing and
navigating cultural diversity, fostering effective intercultural interactions.

HOFSTEDE MODEL OF CULTURAL DIFFERENCES

Power Distance Index
The power distance index considers the extent to which inequality and power
are tolerated.
 A high-power distance index indicates that a culture accepts
inequity and power differences, encourages bureaucracy, and
shows high respect for rank and authority.
 A low power distance index indicates that a culture encourages flat
organizational structures that feature decentralized decision-making
responsibility, a participative management style, and emphasis on
power distribution.
For example, in countries with high power distance, parents may expect children to
obey without questioning their authority. Conversely in countries with low power
distance there tends to be more equality between parents and children, with
parents more likely to accept children arguing or challenging their authority.

Individualism vs. Collectivism

The individualism vs. collectivism dimension considers the degree to which
societies are integrated into groups and their perceived obligations and
dependence on groups.
 In individualistic societies, the emphasis lies on personal achievement
and rights, prioritizing the needs of oneself and one’s immediate
family.
 Collectivism indicates that there is a greater importance placed on the
goals and well-being of the group. A person’s self-image in this
category is defined as “We” and individuals from collectivist
backgrounds often prioritize relationships and loyalty more
prominently than those in individualistic cultures.
Uncertainty Avoidance Index
This dimension considers how unknown situations, uncertainty, and
unexpected events are dealt with.
 A high uncertainty avoidance index indicates a low tolerance for
uncertainty, ambiguity, and risk-taking. The unknown is minimized
through strict rules, regulations, etc. Both the institutions and the
individuals in these societies strive to reduce uncertainty by employing
vigorous rules, regulations, and similar measures.
 A low uncertainty avoidance index indicates a high tolerance for
uncertainty and ambiguity. The unknown is more openly accepted, and
there are lax rules, regulations, etc. Individuals and cultures with low
uncertainty avoidance embrace and feel at ease in situations lacking
structure or in fluctuating environments.
Masculinity vs. Femininity
The masculinity vs. femininity dimension is often referred to as gender role
differentiation and examines the extent to which a society values traditional
masculine and feminine roles.
 Masculinity includes the following characteristics: distinct gender roles,
an appreciation of assertiveness, courage, strength, and competition.
 Femininity includes characteristics such as fluid gender roles, modest,
nurturing, and concerned with the quality of life.
A high femininity score suggests that traditional feminine gender roles hold
significant value within that society and for example, a country with a high
rating would probably offer improved maternity benefits and more accessible
childcare services.
On the other hand, a country with a lower femininity score is likely to
highlight increased female representation in leadership roles and a higher
prevalence of female entrepreneurship.
Long-Term Orientation vs. Short-Term Orientation
The long-term orientation vs. short-term orientation dimension considers the
extent to which society views its time horizon.
 Societies that emphasize long-term orientation prioritize future
outcomes, postponing immediate success for achievements over the
long term. In these cultures, values like persistence, endurance,
frugality, savings, sustained growth and adaptability take centre stage.
 Short-term orientation shows focus on the near future, involve
delivering short-term success or gratification, and place a stronger
emphasis on the present than the future. Short-term orientation
emphasizes quick results and respect for tradition.
Indulgence vs. Restraint
The indulgence vs. restraint dimension considers the extent and tendency
for a society to fulfill its desires. In other words, this dimension revolves
around how societies can control their impulses and desires.
 Indulgence indicates that society allows relatively free gratification
related to enjoying life and having fun.
 Restraint indicates that society suppresses gratification of needs and
regulates it through social norms.
In a society characterized by high indulgence, you may see individuals
allocating more funds to luxuries and relishing greater freedom in their
leisure pursuits. Conversely, within a restrained society, the inclination leans
towards thrift, savings, and practical necessities.
Cultures not individuals: Although the model aims to define cultures and not
individuals, every individual is still ultimately unique, shaped by personal
experiences that influence their values throughout life.

CHAPTER 4: CULTURAL DIVERSITY IN TOURISM

Introduction
Essentially, diversity in the hospitality industry means not just recognizing
differences but valuing them and understanding hoe these differences may
impact the individual experience. Both employees and customers come with
unique background, set of experiences and cultural history. As such,
workplace diversity not only facilitates easy understanding of different
cultural, social and economic perspectives but also enhances the delivery of
satisfactory services through communication and observation. It promotes
understanding. Lots of problems can arise from misunderstanding, especially
because we live in a multicultural world.
Concept of Diversity?
Acceptance and respect are two aspects of the notion of diversity. It involves
understanding and respecting the reality that each individual is unique.
These inequalities may be based on race, age, status, financial status,
physical ability, religious beliefs, and other variables. As a consequence,
these disparities must be examined in a safe, pleasant, and loving
environment.
Diversity is a critical topic that must be well understood. Thomas R.
Roosevelt was among the first to draw attention to diversity management.
Diversity is a general issue for businesses, and as such, it must be managed
with caution. Various writers have characterized workforce diversity or
diversity in a variety of ways.

Among them are the following:

1. Van Knippenberg and Schippers (2007) define diversity as a
social grouping (i.e., a group, organization, or society) characteristic
that reflects the degree to which there are objective or subjective
differences between people within the group without assuming that
group members are necessarily aware of objective differences or that
subjective differences are strongly related to more objective
differences.
2. Age, gender, ethnicity, education, religion, and culture are some of
the ways that individuals vary that may influence a job or relationship
inside an organization, according to Carrell (2006). It is the
investigation of these disparities in a secure, pleasant, and caring
setting. It is about getting to know one another and going beyond mere
tolerance to embrace and celebrate the rich aspects of variety that
each person inside the company has.
3. According to Kim, B.Y. (2006), diversity may be defined as the wide
range of differences that distinguishes an organization's people
resources. This multidimensional perspective of diversity implies that
people vary on a variety of aspects. While certain characteristics (such
as color and gender) are clearly apparent, others are less so (i.e.
values, personality, education, experience, sexual orientation and
religion).
4. Workforce diversity is defined by Soni and Vidu (2000) as
differences between individuals based on gender, race/ ethnicity, age,
religion, physical or mental impairment, sexual orientation, and
socioeconomic status.
5. According to Wentling and Palma Rivas (2000), diversity is the
coexistence of workers from different socio-cultural origins inside the
business. Cultural characteristics such as race, gender, age, color,
 physical ability, ethnicity, and so on are examples of diversity. Age,
national origin, religion, handicap, sexual orientation, values, ethnic
culture, education, language, lifestyle, beliefs, physical appearance,
and economic position are all examples of variety.
6. According to Jehn, Nortcraft, and Neale (1999), diversity is the
degree to which a workgroup or organization is diverse in terms of
personal and functional characteristics.
7. According to Kundu and Turan (1999), diversity refers to the
cohabitation of individuals from different socio-cultural backgrounds
inside a business. Cultural characteristics such as race, gender, age,
color, physical ability, ethnicity, and so on are examples of diversity.
8. According to Griggs (1995), variety comprises all of the ways in
which individuals vary, as well as all of the various traits that
distinguish one person or group from another. It is all-inclusive and
acknowledges everyone and every group as valuable contributors to
diversity.
Following the definitions of workforce diversity presented above, it is
possible to conclude that diversity includes all visible and non-visible factors
that cause differences among people, such as gender, religion, physical
disability, family status, age, race, hierarchical status, language, education,
profession, and way of life, among others. "Diversity" and "workforce
diversity" are often used interchangeably.

Features of Diversity
The features of workforce diversity are as follows:
1. Multidimensional: Diversity is multidimensional because it encompasses
both visible and unseen human aspects.
2. Inclusion: Diversity encompasses both differences and similarities among
individuals.
3. Pros and Cons: Diversity, when handled correctly, may provide a
competitive advantage for a company; but, if mishandled, it can lead to the
firm's demise.

Four Types of Diversity

The United Nations recognizes over thirty characteristics that represent
diversity, but in truth, there are many more than that. Some are visible and
some are not. Still, others are immutable parts of who we are, while some
change many times over the course of our lives.
Broadly speaking, there are four types of diversity: internal, external,
organizational, and worldview.
1. Internal diversity: Internal diversity refers to any trait or
characteristic that a person is born with. These might include sex,
race, ethnicity, gender, sexual orientation, nationality, or physical
ability, “relating or belonging to or existing within the person”
 2. External diversity: External diversity includes any attribute,
experience, or circumstance that helps to define a person’s identity —
but is not something that they were born with.

3. Organizational diversity: Differences in job function, work

experience, seniority, department, or management level are referred
to as organizational diversity. Often, entire departments or levels of a
company can be homogeneous — that is, everyone looks the same,
comes from the same background, or has the same experience.

4. Worldview diversity: Finally, worldview diversity encompasses a

broad range of beliefs, political affiliations, culture, and travel
experiences. Our worldview, or our perspectives, contributes to an
innovative, inclusive work environment that is forward-focused.
Anything that influences the way we interpret and view the world is
part of worldview diversity.

Dimensions of Diversity
In terms of the aspects of diversity, various writers have varied perspectives.
Some of them have been listed below:
1. Loden used a concentric circle to depict the dimensions of variety. In the
innermost circle, nine main aspects of variety have been displayed:
class, gender, age, color, ethnicity, income, spiritual beliefs,
sexuality, and physical talents and traits. These aspects have a big
impact on a person's values, self-image, and identity, as well as their
opportunities and views of others. In the outer circle, secondary
characteristics such as job experience, communication style, cognitive style,
political views, education, geographic location, organization position and
level, military experience, work style, first language, and family status have
been demonstrated. The circle of main and secondary aspects of variety is
shown below.

2. Griggs classified variation into two types: primary and secondary

dimensions. Primary dimensions of variation relate to inborn human
traits that have a continuing influence on a person's life, including early
socialization. The six major factors are age, ethnicity, gender, physical
abilities/ qualities, race, and sexual orientation. These are unalterable.
Secondary dimensions of diversity, on the other hand, are those that
may be changed, such as educational background, geographic location,
marital status, parental status, religious beliefs and work experience,
military experience, and so on.
3. John Hopkins explained the concept of diversity in the form of a wheel.
The center of the wheel indicates internal dimensions which are generally
most permanent or visible. The outermost part of the wheel represents the
dimensions which are acquired and undergo a change with the passage of
time. The combination of all of these dimensions has an influence over the
values, behaviors, beliefs, experiences and expectations of a person.

Responses to Diversity
Managers' and workers' reactions to diversity may take a variety of forms,
each of which may be appropriate in various circumstances. Below is the
outlined eight responses: exclusion, denial, repression, segregation,
assimilation, tolerance, relationship building, and reciprocal adaptation.
1. Exclusion: This entails keeping members of various groups out or driving
members of different groups out once they are in.
2. Denial: Individuals with this reaction think that they can ignore the
organization's cultural peculiarities.
3. Suppression: Individuals are taught to keep their differences to
themselves.
4. Segregation: This is the practice of assigning members of certain groups
to specific jobs or departments.
5. Assimilation: It aims to convert members of a heterogeneous group into
carbon copies of the dominant group. For this kind of reaction, the
organization mostly employs affirmative action initiatives.
6. Tolerance: In this scenario, individual differences are recognized, but
efforts are made to limit contact across groups.
7. Connection Establishing: It is thought that building a healthy
relationship would help to overcome difficulties.
8. Promoting Mutual Adaptation: This method believes in embracing and
comprehending differences and diversity.
As a result, no one can dispute that in today's world, there is a culturally
diverse workforce in virtually every company. Managers and businesses as a
whole must go to great lengths to ensure that the culturally diverse
workforce is given top attention. That is, if any problems arise among the
diverse workers, it is the primary responsibility of the manager in charge of
the same to deal with them very carefully since diversity, when managed
correctly, may show to be a competitive advantage for the business. And, if
neglected, may lead to the organization's demise. Managers must, therefore,
plan ahead of time for which methods they will use if anything goes wrong
when dealing with a culturally varied staff.

CHAPTER 5: IMPORTANCE AND REIMBURSEMENT OF

CULTURAL DIVERSITY
Cultural Diversity
Introduction
Cultural diversity is defined as any significant difference in an individual's
behavior within a culture. On a social level, the cultural milieu in the
workplace reflects contemporary demographics, socioeconomic diversity,
and cultural diversity. Cultural diversity refers to the variety of human
groups, civilizations, and cultures found in a certain region or throughout the
world. Cultural variety is made up of individuals and groups with diverse
origins, beliefs, characteristics, habits, traditions, and values. It divides
individuals of different races, ethnicities, nationalities, religions, and
languages into different groups within a community, organization, or country.

Concept of Cultural Diversity

Any business that wishes to thrive must have a global vision and an
unrelenting commitment to ensuring that cultural diversity is incorporated
into its daily operations. Several views on cultural dimensions are as follows:
1. Cultural diversity is a specific and contextual concept. Many
contemporary academics see cultural diversity as an important
difference that differentiates one individual from another, a phrase that
covers a wide range of apparent and hidden traits.
2. Cultural diversity is a person's distinctive set of values, beliefs,
attitudes, and expectations, as well as language, symbols, customs,
and behaviors that they share with others.

3. Cultural diversity is identities arising from membership in socio-

culturally distinct groups, that is, they collect collectively share norms,
beliefs, or practices that vary from those of other groups.

Characteristics of Cultural Diversity

1. Cultural diversity is a two-edged sword that can be both a source of
conflict and discontent in an organization if managed correctly and
a source of conflict and dissatisfaction if neglected by mistake.
2. Affirmative action and equal opportunity aren't enough when it
comes to cultural diversity.
3. Cultural diversity encompasses not only basic characteristics
(gender, age, race, ethnicity, and so on), but also secondary aspects
(such as religion, personality differences, education etc.)
4. Cultural diversity is not only the duty of senior executives or HR
managers; it is also the responsibility of everyone in the company.
5. Cultural diversity is a continuous process that must be carried out in
accordance with the changing requirements and expectations of a
diverse workforce.
Thus, cultural diversity can be summarized as "workforce diversity," which
includes all visible and non-visible factors that cause differences among
people, such as gender, religion, physical disability, family status, age, race,
hierarchical status, language, education, profession, and way of life, among
others.
Cultural diversity is important for companies in the long run. It is especially
important for hospitality businesses to understand cultural diversity ahead of
time when growing internationally. Unfortunately, many companies expand
globally without a strategic plan and are surprised by the cultural difficulties
that their overseas operations confront.
Recruiting, educating, and promoting culturally diverse employees is
becoming more important for today's companies. Human Resource
Management is increasingly recognizing the link between culturally diverse
people and the business. The basic foundation for this approach may be
established:
a. Organizations exist to fulfill human needs.
b. Organizations and people need each other.
C. When the fit between the individual and the organization is poor,
either one of them or both of them will suffer.
d. When the fit between the individual and the organization is good,
both will gain.
As a consequence, cultural diversity has become more of a desire than a
necessity. When managers respect their employees' cultural beliefs and
values, they create a supportive environment. As a consequence, the
company is able to create an acceptable environment of mutual trust and
collaboration.

Challenges of Cultural Diversity

Challenges and rewards are inextricably linked. If a company wishes to reap
the benefits of cultural diversity, it must also confront the difficulties. The
following are some of the most significant challenges:
1. Communication: To make the diversity initiatives a success, the
company will have to overcome the continuous cultural and linguistic
hurdles that result in poor communication, lack of teamwork, and so
on.
2. Employee Resistance to Change: Employees oppose change it is
human nature; nevertheless, it takes time to comprehend and comply
with the change. Employees must be free of the mindset of "I used to
do it this way," and only then would they be ready to accept the
change.
3. Workplace Diversity Implementation: The business must
execute diversity policy at all costs. It goes without saying that the
workers may not like or agree to the changes at first. This, however, is
what is referred to as a challenge.
4. Diversity in the Workplace Policy Implementation: This may
be the most difficult issue for any diversity promoters/ advocates.
Making diversity training obligatory for workers does not work; rather,
diversity must be integrated, that is, it must become a part of every
policy and practice of the company.

Research shows that in all industries face several common business

challenges in which cultural diversity already is or could be a significant
factor.
1. Complying with equal opportunity, safety and anti- discrimination
regulations
2. Competing for talent and overcoming skills shortages
3. Adapting to the realities of increased workforce and labor market diversity
4. Managing and developing knowledge and innovativeness
5. Managing workplace and customer relationships
6. Developing and maintaining good community relations
7. Meeting increased workforce expectations of conditions and opportunities
8. Marketing to and serving culturally diverse domestic and overseas
customers
9. Competing in a culturally diverse international business environment
10. Ensuring ethical conduct, due diligence and social responsibility.

Benefits of Cultural Diversity

A company's ability to embrace diversity and capitalize on its benefits is
essential to its success and competitiveness. There are many benefits for
businesses that actively assess their workplace diversity management and
develop and implement diversity plans. Cultural diversity, in essence,
promotes corporate cultural competence. In a number of ways, it may offer a
competitive edge and increased productivity in the hotel business.
Some of the advantages or benefits that a culturally varied workforce may
offer to a company are as follows:
1. Improved customer service
Because most companies serve many customers, they must offer
better customer service. A diverse staff is better able to comprehend
and engage with different types of customers, enabling them to be
better serviced.
2. More information, richer ideas/viewpoints, and a greater number
of approaches to problem solving
A diverse team benefits the organization by providing more
information, richer ideas/viewpoints, and a greater number of
approaches to problem solving than a team comprised of the same
type of members. Finally, diversity may be a source of problem-solving
knowledge.
3. Greater tolerance for different views
A diverse workforce contains a broad variety of ideas representing a
wide range of points of view and values. To successfully utilize these
varied perspectives, organizations must adopt a tolerant attitude
toward workers who have different viewpoints.
4. Improved adaptability
The business must be able to respond quickly to changing customer
needs and competition activity.
5. Valuing justice and individual contributions
In order to enjoy the advantages of more knowledge and wider, more
varied perspectives, the business must create a climate in which
workers feel they are working in a fair and appreciative environment.
6. More inventive
A diverse staff helps a business since people from different
backgrounds have different views on the same problem and are
therefore more likely to come up with innovative and novel solutions to
difficulties and options.
7. Enhances a company's image
Businesses are concerned about their public image, or what the
general public thinks of them and what emotions arise when their
names are spoken. A positive or excellent public image helps to attract
investors, customers, and employees to the business. Being known as
a company that values diversity may help you build a good brand
image.

Importance of Cultural Diversity

Cultural Diversity is vital for companies in the long-term. It especially is
important for hospitality industry organizations to identify cultural diversity
in advance when growing internationally. Unfortunately, there are companies
who go international without a strategic plan and get surprised by the
cultural issues which their international business encounters. When it comes
to cultures, there might be thoughts of similarity. Some cultures are alike,
especially countries who have language as a mutual bond, such as England,
USA and Canada. However, among similar cultures differences certainly exist
and due to expectation familiarity there might be even more issues and
barriers than people expect.
It is important to recognize cultural backgrounds in any organization since
dissimilarities can negatively influence a company’s successful performance.
Diversity management enables an organization to transform diversity from a
legal responsibility to an asset. The organization is able to take huge steps in
the right direction despite the cross-cultural barriers. Cross-cultural barriers
may result in developing invisible challenges within the organization. For
example, planning, risk taking, styles of communication as well as conflict
management are some invisible elements.
Without diversity in the workplace, hospitality corporations run the risk of
becoming monoculture organizations that see things from a very limited
perspective. Establishing diversity in the workplace is not limited to laws that
pertain to the hiring of women, disabled people, gay men and lesbians and
minority ethnic groups. Additionally, it is not limited to managing or even
honoring differences between people, but it is about considering those
differences and allowing them to work in the best possible way for the
benefit of both the organization and the worker. Significant cultural
differences do exist and definitely play a role in work and life with people
from other cultures but that is the fact in every globalized organization.
In fact, as the economy becomes increasingly global, the workforce of any
organization will become increasingly diverse. Organizational
competitiveness and success will depend on the ability to effectively manage
cultural diversity in a workplace and communicate effectively across
cultures. As soon as hospitality organizations evaluate the diversity policies
and plan, the more profitable and valuable they will remain in the global
hospitality markets. Accordingly, an organization's human capital will
increase in the globalized economy. Human capital refers to one's skills,
knowledge and abilities which will produce economic value.
Example:
Hospitality Industry Case Study: A multinational hotel chain expands its operations
to a culturally diverse region like Southeast Asia. Without proper cultural sensitivity
and diversity management, the company faces challenges in understanding local
customs, preferences, and communication styles. However, by embracing cultural
diversity and implementing policies that foster inclusivity, the hotel chain enhances
customer satisfaction, builds stronger relationships with local communities, and
boosts employee morale. This strategic approach ensures the company's long-term
success and competitiveness in the global hospitality market.

Reimbursement of Cultural Diversity

An organization's success and competitiveness depend upon its ability to
embrace diversity and realize its benefits. When organizations actively
assess their handling of workplace diversity issues and develop and
implement diversity plans, there are multiple benefits for the organization. In
essence, cultural diversity creates cultural competence for the organization.
It has several ways of providing a competitive edge and increased
productivity in the hospitality business. Cultural diversity in a workplace has
a great socio-cultural aspect. First of all, cultural diversity management
enables employees to become more knowledgeable of diverse employees
and customers of the organization. It can help broaden their views and the
way they approach problems in the future. Organizations employing a
diverse workforce can supply a greater variety of solutions to problems,
especially in customer service. When people have different views and
backgrounds, they often observe a problem from distinct perspectives.
Diverse members can better understand and ultimately help those
customers who are similar to them.
From the customer’s perspective, customers feel more comfortable dealing
with an organization’s employees that are like them. Customers feel an
identity with associates like them and more willing to interact with
organizational employees who are culturally knowledgeable. Thus, cultural
diversity improves customer’s service. Diverse members can provide more
information, novel approaches, and richer perspectives on solving
organizational and customer problems. Basically, people become more
innovative by enhancing creativity. Employees bring experiences and
individual skills to the work community as well as more ideas and
suggestions that are flexible in adapting to fluctuating markets and customer
demands. To conclude, cultural diversity increases problem solving through
knowledge resources and expands adaptability and flexibility within a
hospitality organization, both with co-workers and customers.
Diverse contributions are valued, not just the contributions of a few people or
groups but the whole community. Differences among individuals are
understood, recognized and accepted. It provides equal opportunities,
values, and fairness, and removes organizational barriers. Diversity improves
the organization regardless of its mission; it makes the organization
proactive and flexible to new things and issues. As a result, people are more
encouraged to work together and this fosters an inclusive culture that values
the contribution of a workplace made of diverse individuals. Therefore,
monoculture, which refers to the assumption of being the same and having
similar needs, is avoided and it will help diverse people learn to work
effectively together.
The collection of a diverse workforce enables an organization to see things
from a different perspective. There are communications of varying points of
view and it provides new ideas and experiences. Diverse members tolerate
altered ideas and understand organizational communication patterns.
Additionally, diverse employee collection of experiences and skills, for
example, language and cultural understanding, gives an advantage to
organizations that have globalized customer service. Cultural diversity also
results in more effective execution. It increases productivity on complex
tasks. These tasks usually require difficult cognitive input which in turn
requires knowledge resources, like information, skills, critical analysis and
perspectives that diverse members can provide. Companies, who encourage
cultural diversity, also encourage and motivate people to perform to their
highest ability. Basically, cultural diversity reinforces continuous
improvement. It will result in higher profit, productivity and return on
investment.
Example:
Hospitality Industry Implementation: A hotel chain recognizes the benefits of
cultural diversity in improving customer service. By embracing a diverse workforce,
including individuals from various cultural backgrounds, the hotel not only enhances
communication with a global clientele but also fosters innovation in addressing
customer needs. Employees bring unique perspectives to problem-solving, creating
a dynamic work environment. This cultural diversity strategy not only values
contributions from the entire team but also results in an inclusive culture that
attracts diverse talent. As a result, the hotel chain experiences higher customer
satisfaction, increased productivity, and sustained business success.