Basics of Preventing Cross-Cultural Conflicts between Guests of the Hotel and between Guests and Hotel Personnel

 

Duration: 1 day, 7 hours    Language:  English

 

Participants: Managers and Supervisors in the hotel

 

The Goals:

 

Contacts of guests of different cultural origins – Westerners, Russian, Arabs, and so on – may results in cross-cultural conflicts. The smooth operation of hotel demands reducing such conflicts. To prevent them the management has to know, how to determine the reasons of conflicts including cultural and psychological reasons as well as how to search for the solution, which allows minimizing the possibility of conflicts.

 

To do this managers have to know the different cultural specifics of different guests.

Providing the basics of such knowledge and developing these skills are the main goals of training. After the training the participants will understand the reasons of cross-cultural conflicts and will be able to search the ways preventing them.

 

Topics:

 

The basic knowledge on Russian consumer culture and Russian consumer psychology, which distinguish Russians from other cultural groups and, in particular, which are responsible for cross-cultural conflicts with people of other cultures.

 

The methods of analysing cross-cultural conflicts and discovering their reasons.

 

The methods of devising organizational solutions preventing cross-cultural conflicts.

 

Methods:

 

Active team work of participants in the forms of case studies, group discussion, and brainstorming. A number of mini-lectures (5-10 minutes) with Question and Answer sessions are embedded in the case studies and in the group discussion.