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 2 Concept of Diversity
A. LEARNING OUTCOMES
• Describe what diversity is.
• Discuss the different dimensions of diversity.
• Identify the different responses to diversity.
• Enumerate the different responses to diversity; and
• Gain insights on how the different features, dimensions and responses of diversity in important
in managing diversity in workplace.

B. CONTENT
CONTENT
People who are different and have varied attitudes, desires, ambitions, beliefs, and work habits
make up today's workforce, which is becoming more diversity, in terms of gender, color, ethnicity, and
national origin. Managers must understand not just the cultural. Origins of their employees, but also the
degree of diversity they bring with them, in order for a business to be Successful. As a consequence,
managers in both public and private businesses must understand, predict, and manage the diverse
Workforce's interesting nature.

Concept of diversity
Acceptance and respects are two aspects of the notion of diversity. It involves understanding and
respecting the reality that each individuals 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 such, it must
be managed with caution. Various writers have characterized workplace 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) characteristics that reflects the degree to which there are objectives or
subjective differences between people within the group without assuming that group members
are necessarily aware of objectives differences or that subjective differences 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 Carrel (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 the 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 contributor 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.
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 self-
image, person's values, 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 maybe changed, such as educational
background, Geographic location, marital status, parental status, religiousbeliefs 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 or 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. Tolerance: In this scenario, individual differences are
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 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
of time for which methods they will use if anything goes wrong when dealing with a culturally varied
staff.
Importance of Cultural Diversity:

1. Cultural Diversity importance to companies for LONG TERM value.

2. Hospitality industry is growing
3. Expand ability to speak in different language
4. Able to understand and more respect others religion and belief
5. Have mutual respect
6. Increase creativity and more exciting
7. New attitudes and have different sight of view
8. Conflict resolution- minimize potential conflict.
9. Great business reputation- build trust from customer
10. Job promotion
11. Increase exposure and knowledge

Nature of Hospitality and Tourism

Globalization has enhanced the diversity experienced in the hospitality and tourism industry
because of its multicultural nature. Tourism involves the movement of people from their usual
surroundings to places of interest either within the country or across international borders for leisure,
business, fun or adventure. Hospitality, on the other hand, involves providing services such as travel,
accommodation and entertainment to meet the needs of tourists. Hospitality and tourism aims at
optimizing the experience of tourists in cultural environments that differ from those of their home
countries or regions.

Understanding Workplace Diversity in Hospitality and Tourism

Hospitality and tourism present a unique opportunity to understand new cultural experiences for
both employees and the tourists. It is important for the personnel to understand and appreciate different
cultures to enhance the nature of their interactions with tourists of different cultures, religions, races,
creeds, colors, ages, genders and sexual orientations. It is for this reason that businesses plying their
trade in this industry must endeavor to train their personnel to appreciate and accommodate people
from diverse backgrounds around the world. 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.

Influence of Workplace Diversity in Hospitality and Tourism

The workforce composition in the hospitality and tourism establishments is definitely vast and
diverse. Indeed, it is necessary to employ people from all walks of life and nationalities so as to nurture
workplace diversity that portends positive influence and enhanced productivity in the hospitality and
tourism industry. Workplace diversity also enables businesses in the hospitality and tourism industry to
nurture and portray a positive image of inclusive equal employment opportunities for all without regard
to race, gender or nationality.

Appreciating Workplace Diversity in Hospitality and Tourism

Workplace diversity in the hospitality and tourism industry is enhanced through visions that
promote equal employment opportunity to cater for the different nationalities in the market. The industry
gets to appreciate the world's socio-cultural and economic differences through the recruitment of
people of diverse backgrounds. As such, businesses in this industry need to establish organizational
policies that not only discourage discrimination but also encourage intercultural activities such as
cultural educational programs and forums. Businesses also should employ organizational structure that
comprise of people from different regions and races and spread key appointments to qualified staff from
across the board.

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-
handouts