|1. This unit runs for ten weeks with four hours of learning per week.|
2. Typically this is broken down into two two hour blocks of learning per week.
3. Each lesson is typically resourced with a lesson plan, powerpoint, additional reading material, videos and an online quiz or forums for you to participate in.
4. Sometimes there will be a quiz that will help you review your learning and re-direct you to sources which may help you. The quizzes will also give you experience of the types of questions which will be examined in weeks 5 and 10.
5. In weeks 5 and 10 there will be online examinations with a revision quiz in the proceeding chapter. More details can be found below.
6. This unit is worth 2 credits towards the Certificate in Business and Hospitality; the minimum pass percentage is 70%. Further details can be found in the specification.
Unit General Information
This unit provides an introduction to cultural awareness and how to communicate with diverse people from different cultures. The unit is a must for those working, or planning to work, in the hospitality industry, who deal with visitors and colleagues from a range of cultural backgrounds.
The hospitality industry puts people at its very core. Those working in this industry will meet and serve a globally diverse mix of visiting customers, travelers, and tourists from various cultural backgrounds, each with different needs, values, and behaviors. Understanding and meeting these diverse needs will ensure that the welcome and service they receive will be outstanding.
This unit will help to develop learners’ awareness and understanding of visitors and customers from other cultures. Learners will explore examples of different cultures and the impact that stereotyping and making assumptions about different people can have on the way we interact.
Learners will also understand the importance of effective communication with people from different cultures, identifying barriers and focusing on the significance of a positive attitude and appropriate behavior.
Finally, learners will explore the skills and techniques required to ensure effective inter-cultural communication, investigating how verbal, non-verbal communication skills and listening techniques will help them deal with people from different cultural backgrounds.
Upon completing the unit, learners should understand cultural awareness and how this enables them to communicate better, to live, and to work in a multicultural community.
|Assessment type||Grade percentage toward final grade|
|Mid-term exam (week 5)||30%|
|Individual project (due on week 8)||30%|
|Final exam (week 10)||40%|
Detailed learning goals and objectives:
By the end of this course the student will be able to:
|Define an understanding of various cultures around the world, including cultural diversity within nations.|
|Create a guide for fitting multiple countries’ customs and value systems into a world culture outline.|
|Apply tolerance to other cultures’ values, customs, and lifestyles, while maintaining your own cultural integrity.|
|Analyze the meaning of rituals and customs from different cultures around the world.|
|Identify and understand the difference between religion and spirituality and their importance within a cultural framework.|
|Examine cross-cultural issues and behaviors through exercises, activities, discussions, and assignments.|
|Explain the complexities of the modern world and think critically about culture and globalization through the use of cross-cultural paradoxes.|
|Differentiate your own identity in the globalization of the world.|
|Create an understanding, consideration, and sensitivity to the different cultures in which you may work and travel.|
General goals terminology and explanation 1. Know the meaning of ‘culture’ in the context of world culture • Culture definitions: shared beliefs, values and behaviours e.g. traditions and customs, perceptions and attitudes, lifestyles and actions; communication e.g. gestures, language • Cultural differences: self-awareness; cultural stereotyping e.g. typical behaviours, social customs, dress, cuisine; prejudice; discrimination • Different types of cultures: macro e.g., nationality, gender, race; micro e.g. ethnicity, religion, age, region • Positive economic contributions: inbound tourism e.g. volume of tourist visits, value to the economy; customer satisfaction; repeat business; excellent customer care 2. Examine the importance of effective communication with people from different cultures • Factors in effective communication: attitude e.g. tolerance, respect; behaviour e.g. showing understanding of cultural differences, patience • Barriers: lack of understanding; making assumptions and judgements; preconceptions and stereotyping; cultural dominance; uneasiness 3. Know how to communicate with people from different cultures and backgrounds • Skills and techniques: verbal, vocal, and non-verbal • Listening skills: active listening; reflecting back; appropriate questioning