Instructor: Mercy Grace Abregante Maming, LPT, MIHTM

Course Title: THC 412 – MULTICULTURAL DIVERSITY IN WORKPLACE FOR THE

TOURISM PROFESSIONALS
Course Description: This course describes the skills, knowledge and performance
outcomes required to manage multicultural diversity in workplace that
covers organization's diversity policy, encouraging diversity within
work teams and upholding the benefits of a diverse workplace. It
should also develop the ability to communicate with people from a
range of social and cultural groups with respect and sensitivity, and to
address cross — cultural misunderstanding if it arises. The end goal
is for the student to be equipped with social awareness and diverse
understanding when serving customers and working with colleagues.
Credit hours: 3 hours
Pre-Requisite:
MODULE 3 Concept of Cultural Diversity

A. LEARNING OUTCOMES
• Describe what cultural diversity is;
• discuss the different characteristics of diversity:
• identify the different challenges of cultural diversity; and
• Enumerate the different benefits of cultural diversity.

B. CONTENT
CONTENT
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,
civilization, and culture found in a certain region or throughout the world. Cultural variety is made up of
individuals and groups with diverse origins, beliefs characteristics, habit, traditions and values. It divides
individual of different races, ethnicities, nationalities, religions, and language into different groups within
a community, organization, of country.

Concept of Cultural Diversity

Any business that wishes to thrive must have a global vision and an unrelenting commitment to
ensuring the cultural diversity is incorporated into its daily operations. Several views on cultural
dimensions are al follows;
1. Cultural diversity is a specific and contextual concept. Many contemporary academics see
cultural diversity as an important 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, custom, and behaviors that they share with others.
3. Cultural diversity is identities arising from membership in socio-culturally distinct groups, that is,
they 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 workplace.
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 since 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 does not workers 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 a number of 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 a large number of 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/view points, and a greater number of approaches to
problem solving
A diverse team benefits the organization by providing more information, richer ideas/view points,
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 different people from 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.
 People always talk about workforce diversity, such as age, religion, gender, etc. However,
inadequate attention has been paid to the cultural diversity issues, especially those that come from
labor migration (Baum, Devine & Hearns, 2007). As more and more minority groups enter the
hospitality industry of the United States, managing cultural diversity is becoming a challenging issue in
this industry, especially to HR managers (Holaday, 2007).
Workforce diversity has long been an important issue to which the hospitality industry has paid
much attention. A lot of research has been conducted to help employers to manage diversity issues in
areas such as age, religion, gender, etc. However, limited attention has been paid to the cultural
diversity issues, especially those that come from labor migration (Baum et al, 2007). In fact, a cultural
diversity workforce has long been an important reliance for hospitality industry (Christensen-Hughes,
1992). As more and more minority groups enter the hospitality industry of the United States, such as
the group generations of African American, Hispanic Origin, and Asian, managing cultural diversity is
becoming a challenging issue in this industry, especially to HR managers (Holaday, 2007). It is
important to carry out research in this area to help managers to realize the current problems and
stereotype in managing cultural diversity and to explore solutions feasible in dealing with these
problems. Meanwhile, related study needs to be conducted to facilitate the industry to understand the
opportunities and advantages of successfully managing cultural diversity. It is also anticipated that the
study can inspire more indepth research and analysis in this field.

Cultural diversity: The term cultural diversity generally refers to the cultural differences between
people. The existing differences include language, dress, traditions, morality and religion, societies
organization, and the way they interact with the environment (United Nations Educational, Scientific and
Cultural Organization, 2001). Multicultural: Be of, relating to, reflecting, or adapted to diverse cultures
that encompass racial, cultural and ethnic diversity within the demographics of a specified place such
as a school, business, neighborhood, city or nation (Wikipedia, 2008). Diversity is defined as the
differences among people. The primary dimensions of diversity include issues such as gender, race,
and age (Lim & Noriega, 2007). The workforce diversity that people always talk about is mainly related
to these core issues. However, inadequate attention has been paid to the secondary dimensions of
diversity, which include issues such as communication style, religious beliefs, ethnic customs,
relationship status, and general appearance. These differences can generally be described as cultural
diversity (Reece & Brandt, 1996). A cultural diverse workforce has long been an important reliance for
hospitality industry (Christensen-Hughes, 1992). As globalization has become a driving force behind
corporate strategic planning of most international hospitality companies (Hudson, 2008), and as more
and more migrant labors and minority employees enter the hospitality industry of the United States,
today’s hospitality industry is facing a multicultural challenge. Both management and employees have
various national and cultural backgrounds. With this situation, companies have encountered some
serious questions. 1. How to increase fairness for all employees regardless of their different cultural
backgrounds? 2. How to maximize the contribution of every member in a diverse team? 3. How to
make the diverse workforce to harmoniously work together to achieve common goals?

Cultural Diversity in Tourism & Hospitality

Globalization and internationalization is current trends. It makes people moving work and live
with people with diverse backgrounds. Cultural diversity also can create conflict. In hospitality industry,
has great dimension of cultural diversity from staff, guest and tourist.
 Tourism and hospitality organizations will work in very complex multicultural tourism
environment. They must understand the perception of culture and the role of national culture and how
impact to tourist behavior. The organization responsible to reduce gap of cultural distance in workplace.

C. REFERENCES
Cruz Z. L. (2018). Micro Perspective of Tourism and Hospitality. Manila, Philippines: REX
BOOKSTORE
Tourism, Principles, Practice and Philosophies (2012) Hoboken New Jersey John Wiley and Sons
Libosada, C. M., Bosangit. (2007). Introduction to tourism. 1603 Pasig City, Philippines: ANVIL
PUBLISHING, INC.
Andrews S. (2008). Domestic Tourism and Hospitality Industry New Delhi: TATA McGRAW HILL
PUBLISHING COMPANY
university-of-st-la-salle/service-quality/lecture-notes/micro-perspective-of-tourism-and-hospitality-
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