Russian Consumer Culture & Psychology for Managers. Preventing Cross-cultural Conflicts

 

Duration: 2 days, 14 hours    Language:  English

 

Participants: Managers and Supervisors in the hotel

 

The Goals:

 

The tourists from former USSR belong to the culture which differs essentially from both Western culture and the culture of Middle East. This a potential source of cross-cultural conflicts. Smooth operation of hotels demands reducing such conflicts between guests of different cultural origin.

To prevent these conflicts managers have to understand the cultural specifics of Russian tourists and their differences from Westerners. Besides, managers need the skills how to determine the reasons of conflicts and how to minimize the possibility of conflicts.   

 

Providing such knowledge and developing these skills in the level which is deeper than one reachable in the Program Basics of Preventing Cross-Cultural Conflicts between Guests of the Hotel and between Guests and Hotel Personnel are the main goals of training.

 

Topics:

 

Fundamentals of Russian consumer culture and consumer psychology – expectations, fears, style of behaviour etc.

 

The skills to recognize the different personal types and the different emotional states of customers.

 

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

 

The skill to transfer acquired knowledge to personnel.

 

The skill of creative thinking in a team planning improving services.

 

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

 

Methods:

 

Lecturnars (Combination of lecture and seminar: after each 15-25 minutes of lecturing, 5-15 question-answer session); Brainstorming; Case studies: Analysis and group discussions of real situation from the experience of students.