Assessment 1
Your task:
Read the following scenarios and answer the corresponding questions for each.
Scenario 1:
You are a supervisor at a small catering company. Management has recently hired a new waitress to join your team. Maria has moved from Indonesia and although she is quite proficient at speaking English, she regularly gets confused when other members of the wait staff use slang such as "brekkie" and "arvo". Some of the waiters laugh at Maria when she mispronounces words or doesn't understand specific instructions. This behaviour causes her to feel excluded from the work team and humiliated.
1. How are key principles of fairness and equity being ignored in this scenario? Explain why the employees' treatment of Maria is harassment.
2. What is Equal Employment Opportunity legislation and how does it apply to this scenario?
3. How can the team change their behaviour to better support and respect Maria?
Scenario 2
You are working at a restaurant when a customer who has a vision impairment enters the establishment with her guide dog. A young waiter comes over to you and asks if he should tell the customer to leave her dog outside. He is a teenager who has not been working in hospitality for a very long time and has little experience assisting customers who have a disability. He also has minimal knowledge in regards to anti-discrimination legislation.
1. How can the team change their behaviour to better support and respect Maria?
2. Which aspects of anti-discrimination legislation apply to this scenario? Why is it necessary for the young waiter to have a general understanding of anti-discrimination legislation when working in the TH&E industry?
3. What advice can you give the young waiter to better assist this customer?
4. Describe 3 other considerations you need to make the young waiter aware of when assisting guests with disabilities generally.
5. How can the restaurant ensure new and existing employees are informed in regards to culturally and socially inclusive work practices in the future?
Scenario 3
You work at a large hotel in a socially diverse team. The reception team is made up of Fathima, a 20-year-old Muslim woman born in Australia who loves art; Charlie, a 33-year-old Buddhist from India who loves to play soccer on the weekend; and yourself. Sam, a 20-year-old Indigenous Australian from Queensland, is one of the porters. Cheryl, the accounts manager, is Jewish and has three young grandchildren who she often helps to babysit. Each team member has their own background and customs.
1. In order for your team to work together productively, it is necessary to embrace multiculturalism. Describe multiculturalism and the 4 distinct principles that make up Australia's national multiculturalism policy and need to be applied at the hotel.
2. Charlie has been getting frustrated at work, as Fathima prays 5 times daily as part of her religious practices and this sometimes leaves Charlie at reception by himself during peak times. Charlie knows little about Islam. He has complained to you when you have worked with him, and made jokes about Fathima. What social and cultural issues might be causing this conflict?
3. You feel unsure as to what to do about the conflict between Charlie and Fathima. What are your responsibilities as a fellow team member in this situation?
4. Describe the steps that can be taken by management to ensure that this cross-cultural misunderstanding between Charlie and Fathima is managed before it escalates.
5. It is important to respect and understand your colleagues' varying cultural backgrounds in order to work well as a team. What beliefs may be part of Sam's cultural background as an Indigenous Australian? What would be the possible cultural requirements and provisions for Sam at work?
6. You're helping to organise the hotel's end-of-year party. What religious dietary considerations do you need to take into account for each of your colleagues identified in this scenario?
Scenario 4
You have recently been employed at a hotel that regularly hosts large tour and business groups from overseas. Your hotel has a diverse customer base, all with different needs. You notice a young Japanese man looking stressed in the foyer of the hotel. He has been separated from his colleagues. You know that his colleagues are in the conference room, but cannot speak Japanese. You know that an interpreter is travelling with the group, and is also in the conference room. You approach the man to offer assistance.
1. What protocols should you follow when greeting and communicating with the young man?
2. The gentleman speaks minimal English. How can you effectively communicate the location of his colleagues to the young man without causing confusion?
3. If you are unable to assist the gentleman, who can you contact for help?
4. How can you better prepare yourself to assist tour groups from a diverse range of backgrounds in the future?
Part B
Additional Questions
1. What are some of the potential benefits of a socially diverse workplace?
2. Describe 5 differences in employee backgrounds that may give rise to conflicts or misunderstandings in the workplace.
3. Provide 5 examples of harassing behaviour which is not acceptable in any workplace
4. Provide 5 examples of issues that you may need to assist international tourists with while working in the TH&E industry.
5. Provide 5 examples of factors that are the basis for discrimination.
6. Reading and understanding basic legislation:
Go to the following website at the "human rights commission" relating to discrimination acts, and answer the question below:
Read the information about each of the following acts below and briefly explain the purpose of each act:
Age Discrimination Act 2004
Disability Discrimination Act 1992
Racial Discrimination Act 1975
Sex Discrimination Act 1984
Assessment 2
Your task:
PART A
You will be observed demonstrating how you identify customer requirements and provide effective service to 4 different customers as listed in the table below.
Question 1: The following statements about workplace diversity and its benefits respectively, are: (Tick the correct box indicating true or false)
Diversity is about recognising, understanding, respecting and celebrating the differences among people.
Diversity is about respect of individuals' age, gender, race, culture, ethnicity, socioeconomic status, sexual orientation, physical ability and religious, political and other beliefs.
In a place of employment this is referred to as workplace diversity - recognising, appreciating and capitalising on the mix of knowledge, skills and perspectives that our colleagues contribute to the job.
It is not particularly beneficial to have a mix of employees with different backgrounds, experiences and personality types.
Many employers do not employ a socially diverse team as this results in increased expenses and efforts.
They each bring a unique skill set to the business and often achieve more than a team made up of similar people.
Question 2:
What does multiculturalism mean for the individual citizen? (Answer true or false in space provided)
Multiculturalism is the acceptance, preservation and coexistence of different cultures within a unified society.
Multiculturalism means that every Australian citizen has a right to equal opportunities and social justice.
Multiculturalism means that every Australian citizen has the right to retain their cultural heritage, language, religion and practices.
Multiculturalism means that every individual has the right to follow their religion and cultural practices under the laws applicable to such culture.
Question 3:
Connect the correct definitions for the distinct principles of Australia's national multiculturalism policy with the term:
Individual responsibility - all Australians benefit socially, culturally and economically from a diverse society
Respect - all Australians are entitled to a life free from discrimination
Fairness - all Australians have a right to retain their own cultural identity and in return, respect others
Shared benefits - all Australians have a civic duty to support multiculturalism
Question 4:
Identify the correct examples which make up social diversity: (Tick the correct answers)
Cultures
Ethnicities
Genders
Attitudes
Intellectual disabilities
Personalities
Religions
Sexual orientations
Question 5:
Religious beliefs of workers may impact on the workplace. The following statements are: (Answer true or false in space provided)
Employers need to be told of religious beliefs and have the right to refuse employment to such candidates.
For certain cultures, spiritual beliefs play a dominant role in the way their lives are lived, while for others it holds little significance.
in a work environment it may be necessary to accommodate religious practices, e.g. Muslims need to pray 5 times a day.
Special dietary requirements due to religious beliefs must be catered for by the employee; praying times are to be considered as breaks.
Question 6:
In the Tourism, Hospitality and Event industry, you may receive the following requests from culturally diverse customers:
Request a room facing a particular direction for prayer (some hotels have arrows on the ceiling pointing in the direction of Mecca).
Ask for alcohol not to be served at a function.
Avoid building floors, tour group numbers or table numbers with unlucky numbers, e.g.
in parts of Asia 4 is a superstitious number and some buildings won't have a 13th floor.
Request to be served by a staff member of the same cultural background or religion.
Request assistance or service from staff members of the same sex.
Require full body covering for activities such as snorkelling.
Question 7:
Under anti-discrimination legislation it is illegal to discriminate against following aspects of a person' situation: (Tick the correct answers)
Sex (including pregnancy)
Race, colour, ethnic or ethno-religious background, descent or nationality
Marital status
Personal Hygiene
Age (including not forcing people to retire at the former retirement age)
Disability (including past, present or future physical, intellectual or psychiatric disability, learning disorders, or any organism capable of causing disease e.g. infectious diseases and HIV/AIDS)
Sexuality (homosexuality, transgender or bisexuality, actual or presumed)
Carer's responsibilities
Question 8:
EEO legislation addresses the following aspects: (Tick the correct answers)
EEO legislation aims to make sure that work environments are free from discrimination, by implementing strategies to ensure merit-based access to employment and opportunities such as professional development and promotion.
Equal Employment Opportunity (EEO) is a framework of practices that ensure all employees have equal opportunities in the workplace.
Under EEO law, there are 4 groups flagged as disadvantaged
Women, Aboriginal and Torres Strait Islanders, People from non-English speaking backgrounds, People with a disability are flagged as disadvantaged groups.
Women, Aboriginal and Torres Strait Islanders, the Elderly, People with a disability are flagged as disadvantaged groups.
Question 9:
What is direct and indirect racism and how could this affect the workplace. The following statements are: (Answer true or false in space provided)
Dress policies may discriminate against those religions which require females to dress modestly.
If any enterprise policy contravenes EEO laws, then the policies will have to be changed.
Indirect racism treats everyone in the same way, but has a racist effect, e.g. implementing a workplace uniform policy which requires female employees to wear a certain skirt.
Providing the option to wear trousers could easily overcome religious issues as a result of dress code policies.
Racism can be defined as prejudicial, discriminatory or offensive behaviour based on differences in race, colour, descent or ethnic origin.
Racism is no longer a real issue in multi cultural Australia due to the effective legislation in place.
Racism can be direct and deliberate, e.g. not hiring someone due to their ethnicity
Question 10:
The following are examples of racist or harassing behaviour in the workplace: (Tick the correct answers)
Physically abusing or threatening abuse
Using aggressive or obscene language
Greeting a staff member in their own language
Making belittling remarks
Telling or sending offensive jokes/emails
Making fun of someone's accent or name
Excluding or socially isolating particular members of staff
Question 11:
What are the legal requirements for the employee and the employer regarding harassment, racism and antisocial behaviour in the workplace?
(Answer true or false in the space provided)
As a TH&E employee you must not take part in any racist, harassing or antisocial behaviour, however subtle you think it to be.
Under anti-discrimination laws, it is an employer's duty to impose harsh penalties on people who carry out these types of activities.
Any gesture you make has the potential to be interpreted as serious harassment and result in you losing your job.
Depending on the severity of any racist, harassing or antisocial behaviour you could be reprimanded internally.
Racist, harassing or antisocial behaviour could result in your employment being terminated, or in serious cases, legal action may be instigated.
Question 12:
Service delivery in the Tourism, Hospitality and Event industry could be affected by customers' religious beliefs (for example diet) due to the following aspects:
(Tick the correct answers)
Which foods can be eaten
Whether alcohol can be drunk
Whether tipping is expected
Whether gambling is allowed
Whether laughing is permitted
What clothes to wear
When and how often prayer occurs
Interactions with members of the opposite sex
Days off required for religious holidays
Question 13:
identify the correct dietary requirements under Islam: (Answer true or false in space provided)
True or False
Alcohol is forbidden.
All meat must come from a carnivorous animal.
During Ramadan, Muslims do not eat or drink from sunset to sunrise.
Muslims do not eat blood, carrion or any animals that are found dead. _
Muslims do not eat pork.
They must eat haram meat which has been butchered according to a special ritual.
Question 14:
Identify the correct dietary requirements under Judaism: (Tick the correct box indicating true or false)
Jews do eat pork and seafood without fins or scales.
Jews do not eat anything that has encountered pain, suffering, sickness or is considered unclean.
Jews observe a strict diet; only eat foods god has designated as kosher (fit for consumption).
Many homes have separate refrigerators, utensils and equipment to ensure separate storage and preparation of meat and dairy products.
Meat and dairy products are prepared or consumed together.
Meat and meat by-products must come from cloven-hooved animals that chew their cud (such as sheep, cattle and goats) and be slaughtered in accordance with Jewish laws.
Question 15:
Identify the sources where you could obtain information about specific cultural requirements or special needs of disabled colleagues and customers:
Conduct an Internet search to see services available in your area.
Find out the contact details of local cultural organisations and have the contact details of their embassy on hand.
If any customers have disabilities, you can seek assistance and advice from a local disability advocacy groups.
Local media
Magazines
The website of the Department of Foreign Affairs and Trade
Question 16:
Identify the correct examples for universal rules that apply to communication with people from different countries and cultures:
Avoid using sarcasm and words or phrases with double meanings
Give extensive directions or instructions
Try to use visual means whenever possible
Avoid using slang or jargon unless these are funny
Use words that are easy to understand and commonly spoken
Question 17:
Indicate whether the following are good suggestions for accommodating and encouraging cultural diversity in the workplace are:
Ensure recruitment practices are fair and compliant through carefully devised selection criteria and interview questions.
Include psychological profiling into recruitment processes to identify potential problems.
Keep engagement of culturally diverse staff to a minimum.
Provide adequate induction and training to staff so they understand their job roles and expectations of the business.
Set up employment practices that are fair and inclusive through policies, SOPs and training, etc.
Understand anti-discrimination legislation and what is and isn't acceptable behaviour.
Question 18:
Connect the actions for managing cross-cultural misunderstandings in correct order:
Step 1 - Resolve the misunderstanding
Step 2 - Ensure that a similar misunderstanding will not occur again
Step 3 - Pre-empt/identify any cultural differences that may lead to misunderstanding
Step 4 - Address concerns immediately
Question 19:
Connect the correct actions for managing cross-cultural misunderstandings effectively to the correct steps:
Pre-empt/identify any cultural - Take the responsibility to overcome the differences that may lead to a situation yourself, using conflict resolution misunderstand techniques
- If the problem is outside your ability or responsibility to deal with, seek assistance from a supervisor or 3rd party
Address concerns immediately - Conflict is best dealt with as soon as it occurs.
- Avoiding the issue will only escalate the problem
- Listen to the concern and be empathetic
Resolve the misunderstanding - Learn from the experience
- Consider ways to reduce or eliminate it from happening again
Ensure that a similar - Be attentive to areas within your workplace misunderstanding will not occur that could potentially be confusing or again threatening to culturally diverse groups
- Research culturally distinctive traits
Question 20:
Tick the common reasons for misunderstandings or conflict in a socially or culturally diverse team:
Differences in language ability
Expectations of formality and forms of address
Age difference and maturity
Hygiene and grooming habits
Lack of humour
Out-of-work obligations, such as family responsibilities
Political preferences
Religious practices and holiday requirements
Varied customs, beliefs and values
Work ethics