MCD REVIEWER • The challenge with teams is that,

sometimes, one team member can pull

HANDLING MULTICULTURAL PEER down the entire team by behaving against
DIVERSITY the standard norms of team behavior.
• Becoming a team player is simple means
INTRODUCTION you must know how to deal with all kinds of
team issues, including diversity
Peers are people too, just like customers FIVE CHARACTERISTICS OF A GOOD
or guests, except that peers are with you 8 TEAM PLAYER
hours a day, 5 days a week, or at the • He/She embraces collaboration.
minimum, 170 hours a month. In many • He/She holds himself/herself accountable.
cases, you spend more time with your peers • He/She is committed to the team.
than your love ones and friends. • He/She is flexible
• He/She is positive and supportive
Diversity among peers can either be 3. BECOME AN INSPIRATION TO
much easier to handle or perhaps much OTHERS
more difficult to take. In both cases, it is • By behaving in a manner that will send
because of the amount of time you spend signals to others that you are highly mature
with them. If you are a tor sm precession and caring person, your peers will look up to
you ould able to handle peer diversities you and aspire to be like you.
easily. • The more members in your team start
inspiring on another, the more the team will
10 WAYS TOURISM PROFESSIONALS be cohesive and ready for any challenges
SHOULD HANDLE PEER DIVERSITIES: ahead, including the sensitive handling of
issues surrounding peer cultural diversities.
1. IN THE WORKPLACE AND AMONG 4. ENGAGE YOUR PEERS IN CULTURAL
PEERS, THE FIRST RULE IS TO ALWAYS DIVERSITY DISCUSSIONS.
BE YOURSELF • The more you intelligently discuss the
• Peers strongly dislike when team different aspects of diversity like
members try to be someone else instead of nationalilties, regions, languages, dialects,
being authentic. religions, practices, traditions and sex
• This behavior is commonly referred to as among peers, the better you will understand
being "plastic.", person hides their true self one another.
behind a false persona. • The more you will learn to respect one
• Such individuals struggle to manage peer another. The more you will know about each
diversities because they have issues other's differences
accepting their own identity. 5. BECOME A WALKING WIKIPEDIA
2. BE A TEAM PLAYER • Learning more about countries, provinces,
• Successful team equals successful nationalities, languages, dialects, cultures,
companies. traditions, and religions can help you
• You are one among many team members become a better-informed tourism
of diverse personalities. The general idea in professionał
team building is that there can be unity even TOURISM-RELATED PORTALS
in diverse settings. • TripAdvisor(www.tripadvisor.com)
• Hotels Magazine (www.hotelmag.com) judgement, without any comparison, without
• World Tourism Organization any rating as to who is excellent, very good,
(www.unwto.org) average.
• Philippine Tourism Department
(www.dot.gov.ph) HANDLING GUEST OR CUSTOMER
• Our Awesome Planet DIVERSITIES
(www.ourawesomeplanet.com) — Being a tourism professional is a
6. FIND TIME FOR YOUR PEERS, EVEN significant responsibility that involves
OUTSIDE OF WORK serving diverse customers and guests.
• These sessions must become a venue for Customers and guests come with unique
getting to know more about one another, personalities and needs, and tourism
thus developing a deeper understanding of professionals must be humble and
the different personalities in the town. Here, understanding of their differences. Rather
stronger bonds are developed than viewing customer diversity as a
7. INCLUDE SHORT THREE-MINUTE problem, it should be seen as an
DIVERSITY QUOTES/LEARNINGS IN opportunity for growth and development. .
EVERYDAY MEETING
• It will be a good idea to encourage 10 WAYS TOURISM PROFESSIONALS
multicultural diversity awareness among SHOULD HANDLE
everyone by including 1-3 minute daily
sharing by a member of the team on 1. ALWAYS BE PROFESSIONAL IN ALL
anything related to diversity in the YOUR DEALINGS WITH EVERYONE
workplace. — Being professional is a basic
8. AROUND THE WORLD IN 12 MONTHS requirement in the workplace. Being
• Company should consider a program professional should be an attitude from
whereby all staff activities for a particular within each one of us. This does not need to
month will delve around a selected country. be taught. You do not require mentorship to
This is a very informal and fun way to learn become professional.
more countries, their people, their customs, 2. KNOW YOUR JOB WITH PASSION.
and their traditions. This program is a — Knowing exactly the why, what, how,
winner for multicultural diversity awareness. and when of your job will give you the
9. BE DISCREET AND SENSITIVE required confidence to be able to be of
• You must always be discreet and sensitive service to your customers or guests.
in cases of this nature and ensure your TIPS ON HOW CAN ALWAYS HAVE AN
respect their stand on these matters. When EXCELLENT UNDERSTANDING OF
faced with these issues, respecting their YOUR JOB:
wishes and being discreet is the best way to » Know and understand your detailed job
go. Never force the issue of wanting to description by heart.
know. In the first place, it is none of your » Familiarize yourself with the standards
business. and procedures pertinent to your section
10. CELEBRATE EACH OTHER'S and department.
DIVERSITIES » Read and remember all current
• Celebration means total acceptance and memoranda pertinent to your section and
understanding of our differences without department
» Always attend and be present for Courteousness and friendliness are just as
operational meetings, regular training important but still come second to being
programs, and other special programs efficient.
» Do your research and study the current WAYS TO REMAIN EFFICIENT ALL THE
trends pertinent to your job and industry. TIME
3. LEARN HOW TO BE A GOOD ● Focus on the task at hand, do not
LISTENER. multitask
— In our world, which is full of diverse ● Learn how to delegate.
personalities, a tourism professional is ● Communicate accordingly, using the
expected to lead the way in bringing people right media to do so.
from all parts of the globe together. ● Time all tasks, taking downtime into
consideration.
TECHNIQUES OF A GOOD LISTENER ● Plan ahead.
● Maintain eye contact with the 6. EMBRACE ALL DIFFERENCES.
speaker. —Multicultural diversity involves respecting
● Listen very carefully with sincere and embracing differences rather than
interest necessarily agreeing with them. We should
● Empathize when necessary. honor various religions, languages,
● Seek clerification to ensure complete customs, and sexual preferences,
understanding promoting peace despite our differences.
● Always keep an open mind. The golden rule, "Do unto others as you
4. GO BEYOND THE BASICS OF BEING would not want others to do unto you, " is a
FRIENDLY. guiding principle. In the Philippines, we
— In our industry, being courteous and collaborate with individuals from diverse
friendly is a basic requirement. Some staff backgrounds, including various religions
take this a little bit too naively. If they greet and the LGBTQ community. The tourism
a customer or guest with a smile, they are industry offers a unique opportunity to
doing what is expected of them at the appreciate these differences, enhancing our
minimum. abilities and enriching our professional
REMINDERS TO ENSURE YOU REMAIN experiences.
CONSISTENLY FRIENDLY 7. UNDERSTAND TO BE UNDERSTOOD.
● Have a friendly, welcoming — When diversity is the norm in your
demeanor all the time workplace. being understanding of the
● Listen before talking, do not grab faults. or shortcomings of others, especially
the spotlight. your customers or guests, is a very good
● Do not use your devices when way to opening the doors to a mutually
having a conversation with people. beneficial interaction at any particular
● Be in tune with everyone around moment.
you 8. BECOME A WALKING WIKIPEDIA
● Show sincere interest by asking — Regarding knowledge about countries,
questions. nationalities, cultures, traditions, and
5. BE EFFICIENT. religions, tourism professionals should learn
— Customers or guests judge our service as much as possible. By so doing, you will
by our efficiency first and foremost. be able to have meaningful conversations
with your customers or guests when these
conversations are merited. How do you apply this rule to the boss?
9. OBSERVE THE BASIC RULES OF
ENGAGEMENT. Therefore, rule number one in managing
— In all the instances previously your superior who is diverse is to show
mentioned, you are engaged in a them that you respect their authority and the
conversation or interaction with your person.
customer or guest; therefore, you must be
able to observe the basic rules of 2. BE VERY OBSERVANT
engagement. — Bosses sometimes do not ask all the
3 BASIC RULES OF ENGAGEMENT questions they need to ask for one reason
● Maintain eye contact or another. There are times foreign bosses
● Use their name want to ask you about the religious figurine
● End with gratitude and warm on display on your desk if, say, for example,
farewell you are a devotee of the Sacred heart of
10. BE YOURSELF. Jesus or the more popular Sto. Niño and
— In everything, be yourself. You are a you see them staring at your religious
microcosm of the bigger version of yourself. figurine. Do not be shy to share your
which is supposed to be your company. devotion to these saints. This is one
Even though companies are clear about example of how you can educate your
their vision, mission, and values, you, on the superiors about culture and traditions
other hand, as an individual, will have to see without them asking you about it, you just
how your individuality can complement your happened to be observant,
company's brand identity. 3. BE INQUISITIVE.
— If our boss is too shy to ask you a
WHEN YOUR SUPERIOR IS DIVERSE question about matters, they think is too
➤How different is it handling multicultural personal, you can be more inquisitive than
diversities of customers or guests and peers them, ask them questions about the things
versus handling multicultural diversities if it you see in their office like their collection of
was of your superior at work? paintings, and the photos of their family on
➤there is no difference at all. their desk. Engage with them with short
banters about their country of origin and its
FIVE RULES TO BE GUIDED BY TO people. Superiors appreciate staff that ask
MAKE YOUR SUPERIOR FEEL AT EASE questions about something special and
WITH YOU. important to them, when you ask the right
questions and engage your sincere interest
1. THE BOSS IS ALWAYS RIGHT. and hopefully more conversation will
— This statement is just used to emphasize happen between the two of you as you work
the obvious fact that in companies, there is together. The good thing about this is that
the organizational structure that is in the your relationship will go beyond the time
workplace and all of the staff are required to that you are working together. Many bosses
respect and dutifully abide by their call their favorite staff and invite them to join
organizational features, rules, and them in their next assignment somewhere in
regulation. the world.
4. RESPECT HIS DIVERSITY. achievements rather than seniority or other
— Today, whether you are male, female or non-merit factors.
a member of LGBTQ+ community, your
qualifications are on equal footing. No IMPLEMENTING PRACTICES TO SHOW
gender preference can make you better RESPECT FOR WORKPLACE DIVERSITY
than the other, What is important is not your — Implementing inclusiveness and diversity
gender but your ability to perform a task you within your workplace is one of the best
have been hired to do efficiently and ways to foster an open-minded, global
professionally. By respecting diversity, company culture.
diverse people will respect you as well
5. INCLUDE YOUR SUPERIOR IN ALL 5 STRATEGIES FOR PROMOTING
MULTICULTURAL DIVERSITY DIVERSITY IN THE WORKPLACE
ACTIVITIES AND DISCUSSION. 1. Commit to boosting your own cultural
— A boss should never be exempted from competency.
any multicultural diversity program in the 2. Actively seek out new perspectives and
company. They should be at the forefront of ideas.
all the activities as a matter of fact. They 3. Treat others how they want to be treated.
cannot excuse themselves by saying they 4. Observe diverse traditions, celebrations,
have more Important things to do, much and holidays from other cultures.
less saying they have other more important 5. Contribute to the cultural diversity of your
things to do. They also cannot say that they own workplace.
know the subject matter already and can
skip the discussion. You should impress COACHING COLLEAGUES TO RESPECT
your boss that it is their presence and WORKPLACE DIVERSITY — Respect is
authority that will lend credence to all these one of the most important traits in the
activities attended by everybody else. workplace because it creates a positive
Actually, a good boss does not need to be work culture for you and the team to
told these things, they should know their accomplish goals together.
presence is important in all these activities.
HOW TO SHOW RESPECT IN THE
ROLE-MODEL BEHAVIOR WORKPLACE
- A role model is someone who others may 1. Listen to what everyone has to say —
emulate or admire because they're efficient Listen carefully to what others have to say,
or skilled in some way. and give them time to share their ideas,
CULTIVATING A CLIMATE FOR 2. Pay attention to nonverbal
EMPLOYEE’S ABILITY — Involves communication —Respect applies to
creating a supportive, inclusive, and nonverbal communication too. You can
empowering environment where individuals support your peers and be respectful even
feel valued, can grow, and contribute their without talking.
best work. 3. Practice Transparency — People feel
MERIT-BASED PROMOTION POLICIES — respected when they are trusted with
Merit-based promotion policies are information and understand the bigger
personnel policies that evaluate employees picture and larger goals within an
based on their job performance and organization.
4. Recognize the strengths and - The world has been made smaller in the
accomplishments of others — In the past couple of decades because of the
same way that you should listen to what advances in technology.
others have to say and acknowledge their - As tourism professionals, having a global
good ideas, it is also important to recognize mindset is a must. Tourism is all about
the strengths and accomplishments of the every place we can reach on earth. Tourism
people on your team. is all about every nationality we can meet
5. Value the time and workloads of along the way.
others — By understanding that other - Tourism has no boundaries. Tourism does
people in the company are busy, you can not discriminate. Tourism does not hate; it
give them respect. Ideally, they will return does not judge.
the respect to you. - As tourism professionals, we should lead
6. Delegate meaningful work — Balancing the way to include everyone. No one should
your workload can make you more effective, be left out.
and your coworkers might be willing to offer Author Real Life Example:
a helping hand. When I was a cabin crew member one of
7. Practice common courtesy and our important subject matters was all
politeness — Treating colleagues, about the world. At that time, our longest
supervisors, and clients with respect and flight assignment was for 30 days.
kindness. ● Bangkok for a technical stopover.
8. Prevent bias — Respect extends beyond ● Karachi City, Pakistan first stopover
the skills of your coworkers and into their for 3 days.
personal beliefs. By eliminating bias in ● Final destination, Amsterdam City in
personal and professional relationships, you the Netherlands for the next 3 days.
can create a welcoming workplace for ● Fly every 3rd day to Karachi, stay
everyone. another 3 days, and fly back to
9. Include everyone in meetings or Amsterdam.
discussions and celebrations — Having - With so much in Amsterdam and Karachi,
everyone needed in a meeting or discussion we took advantage of this time to discover
will increase a collaborative environment as much of cities and countries as we could.
and produce new ideas for problems. - These extra travels were among the best
10. Consider how others view you and experiences I could ever have. I did not only
your actions — Always be aware of your enjoy the sights, cultures, traditions and the
words and actions in the workplace and how local vibe of each of these places, but I also
they might affect your teammates. met people who remain my friends until
11. Help your peers — Everyone makes today.
mistakes at times however, employees can - My travels have helped me grow faster
respect each other by acknowledging the and enjoy the tourism and hospitality
failures of others and building them up to industry even more.
overcome their problems in the future. 2. Become a "national hero."
— It is awesome to learn and experience all
FIVE WAYS TO BECOME A about other peoples and cultures in the
DIVERSITY CHAMPION world. But it is even more awesome when
1. START WITH A GLOBAL MINDSET. you become a master of your very own. Be
a proud Filipino. Be proud of your past. Be - Adopting one diversity as your own is
proud of your present. another matter.
BE PROUD TO A FILIPINO BECAUSE: - We all have something we appreciate
● BE A PROUD FILIPINO more than others.
● BE PROUD OF YOUR PAST AS YOU BEGIN YOUR JOURNEY AS A
● BE PROUD OF YOUR PRESENT TOURISM PROFESSIONAL, HOW
● ALWAYS BE HOPEFUL ABOUT WOULD YOU ANSWER THIS QUESTION:
YOUR FUTURE - Among the 200 plus countries in the world,
WHEN DEALING WITH OUR FOREIGN, what would you consider your top five?
WE SHOULD: - Among the so many festivals celebrated
● We should talk about what is good yearly all around the world, which one is in
about us as a nation and what binds your bucket list to experience?
and bonds us together. - if I gave you the opportunity to learn
● We should talk and share about our another language, what would it be?
exceptional values like 5. BE A DIVERSITY CHAMPION.
"BAYANIHAN", among others. — By actively engaging in the first four ways
● We should be proud of our more of becoming a diversity champion, you
than 7,100 islands and the beauty of become a diversity champion. Being a
the Philippines, from Batanes to global thinker, becoming a national hero,
Jolo. enhancing your diversity capabilities with
● We should be proud of the many new knowledge, and choosing to become
places there are to see all over the familiar with at least one diversity
country. transforms you from a tourism professional
● We should be proud of our food to becoming a diversity champion.
such as ADOBO and BALUT.
● We should be proud of being the
only people in the world that respect
our elders using "PAGMAMANO".
3. INITIATE AND PARTICIPATE IN
DIVERSITY PROGRAMS.
- Most companies in the tourism and
hospitality industry are active in programs
with diversity themes. This is because as
we already said earlier, our industry is
among the most diversely populated
industry in the world.
- These programs can include anything from
learning another language, about a specific
race, the complexities of religions in the
world, or about celebrations and festivals of
different countries.
4. ADOPT ONE DIVERSITY.
- Having a general knowledge of all
diversities is a must.