Hosting International Guests and Staff: Cultural Opportunities and Challenges

Kathi Kiernan, Trapp Family Lodge Tony Clark, Blueberry Hill Inn

Catherine DeLeo, Lyndon State CollegeSusan Sussman, Senator Patrick Leahy’s Office

November 29, 2007Burlington, Vermont

Session Goals

Discussion of nuances of international traveler expectations;

Sharing of Culture-general/specific cross-cultural training tips of multi-cultural workers;

New knowledge for enabling dialog for effective mutual understanding of company goals;

Information concerning current Visa process Related references and resources

Intros

참 # of international visitors last year?

참 # of international workers?

참 Discuss 1 major concern or challenge you face as a host AND as employer

OTTI Stats

++’05 US captures 6.1 % of the 8.8 million int’l travelers (rank 3rd behind Fr and Ger)

++Int’l visits to US up 15% in August 2007+ spending exceeds $10 billion for August (OTTI11/20/2007);

- US Market share down 35% since ’92 - Loss of 27 million travellers to US

’05 VT Economic Impact Benchmark Study

-13.4 million person trips to Vermont

44% = international visits (not CAN)- Reps 4.2 nights/trip (.3 million)- 1.1% all visitor nights

Meeting expectations …

The Iceberg Analogy

observable = above the waterline

imagined/assumed = beneath the sea

there’s a relationship between what lies above and below the waterline;

Cultural Competence Culture General

Human Nature: What is the character of human nature?

Relationships: How do people establish relationships?

Nature: What is the relationship of people to nature?

Time: Where is the temporal focus of life? Activity: How do people live their lives?

Past Present Future

In the …. Time, change, future Individualism,

diversity Compete, compromise Equality,

egalitarianism “live to work”

Cultural World Map: Bird’s Eye View

Legal Code Moral Code Religious Code Moral-Legal Mix

Multicultural Playing Field LLC, 2007. All Rights Reserved.

Cultural World Map: Bird’s Eye View

Legal Code Moral Code Religious Code Moral-Legal Mix

Multicultural Playing Field LLC, 2007. All Rights Reserved.

Hofstede’s Dimension of Culture

1. Power distance - extent to which people accept social hierarchies and the power gaps they create.

2. Individualism versus collectivism - orientation to personal or group achievements.

3. Masculinity versus femininity - the degree to which a culture does or does not separate traditional gender roles.

4. Uncertainty avoidance - the degree to which a culture is uncomfortable with ambiguity and seeks certainty.

5. Long-term time orientation - a culture's orientation to Confuciann, Christian, Islamic views.– Link Cultures and Oranizations – Geert Hofstede

Cross-cultural consideration

Global insight… The world in which we are born is just one model of reality. Other cultures are not failed attempts at being like us. They are unique manifestations of the human spirit…

Breaking stereotypes…. We don’t see things as they are; we see things as we are…

(www.worldpeacepassport)

Cultural Competence Culture Specific (5 orientations)

Cognitive Styles: How We Organize and Process Information

Negotiation Strategies: What We Accept as Evidence

Value Systems: The Basis for Behavior Behavior

Locus of Decision-making

Sources of Anxiety Reduction

Issues of Equality/Inequality

International staff

Survey info from resorts

Background info on host countries

Kwintessential

Hofstede

Effect of Intercultural Sensitivity on Employee Performance

Employees with high intercultural sensitivity scored significantly (p < .05) higher on measures of service attentiveness, revenue contribution, interpersonal skills, job satisfaction, and social satisfaction as they relate to cross-cultural encounters. There was no significant difference in scores for motivation-to-work, job tenure, and primary rewards (compensation, recognition, etc.). Cross-Cultural Service Encounters in the Hospitality Industry and the Effect of Intercultural Sensitivity on Employee Performance

Verbal Communication Styles Repartee Ritual Conversation Argument/Verbal Duel

Self-Disclosure

ask plenty of open questions - being with who, what, why, where, how;-really listen to the answers;-probe for more information by asking closed questions - yes/no type;-acknowledge the other person's position;-answer their concerns calmly and reasonably

Speaking

Non-verbal communication

Distance Eye contact Facial expressions Hands Language, euphemisms, slang,

provincialism Humor

Cross Cultural Abacus

Japanese game show

http://www.japanesetranslator.co.uk/portfolio/question_of_sport/

Intercultural Knowledge and Understanding

Cultural competence is knowing what I don't know and learning to understand what other's expectations are

(Deborah Dagit, Silicon Graphic's Director of Diversity)

ability to deal with complexity ability to switch between cultural paradigms listening for understanding; enhancing questions, responding skills essential to demonstrate

understanding."

Intercultural Management Skills

Communication Skill – misunderstanding-free of company goals builds good working relationships across cultures? avoids offending people; nurtures assets (cultural capital)?Creates a culture of learning, balancing inquiry and advocacyKnow where to find resourcesUbonto – thinking through the eyes of the other Is cultural stereotyping or cultural generalization harmful, or helpful? Why do some cultures always seem to want to rush in to things? Why do some nationalities seem to take forever to agree anything? Why do I sometimes get the answer "Yes", when they really mean "No"? How can I best influence/relate to someone from another culture? How can we improve the effectiveness of our business as we face increasing

"global" challenges, which require international co-operation? When is it not "culture" and when is culture used as an excuse?

Key Attributes

Intercultural awareness– Empathy, interest, curiosity

Flexibility Capitalizing on similarities and differences Patience

References & Resources

Attached separately