CAPT. GERONIMO AMURAO

Bibliography: pages 113-122

I. UNDERSTANDING CULTURAL DIVERSITY IN TOURISM AND HOSPITALITY INTRODUCTION. 1. Definition of Basic Concepts (Culture, Diversity, and Workplace). 2. Culture Defined. 3. Two Types of Culture. 4. Workplace. 5. Importance of Cultural Diversity in Tourism and Hospitality. 6. Cultural Awareness and Sensitivity 7. Understanding Culture and Cultural Differences. 8. Some Best Practices for Promoting Cultural Awareness and Sensitivity in the Workplace. 7. Developing Cultural Sensitivity in the Workplace 10. Consequences of a Lack of Cultural Awareness and Sensitivity in the Tourism and hospitality Industry. II. FOSTERING INNOVATION AND CREATIVITY INTRODUCTION. 1. Communication in a Multicultural Environment . 2. Overcoming Language and Communication Barriers. 3. Managing Diversity in Hospitality. III. ENHANCING CUSTOMER EXPERIENCE INTRODUCTION. 1. Building and Managing Diverse Work Teams. 2. Conflict Resolution and Team Building. 3. Addressing Cross Cultural Misunderstandings. 4 Customer Service in Multicultural Setting. 5. Adapting Service to Different Cultural Norms. IV. PROMOTING FAIRNESS AND EQUITY INTRODUCTION. 1.Legal and Ethical Implications of Cultural Diversity. 2. Designing and Implementing Diversity Training Programs. 3. Assessing Workplace Challenges and Opportunities. 4. Review of Successful Multicultural Initiatives in the Workplace. 5. Best Practices.