Russian Consumer Culture & Psychology for Managers. Conflict Handling

 

Duration: 1 days, 7 hours    Language:  English

 

Participants: Managers and Supervisors in the hotel

 

The Goals:

 

If conflicts between guests of different cultures happened they have to be resolved in an effective professional way. To manage effectively the conflicts if they happen, 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 be able to train staff to manage such conflicts.

 

Topics:

 

Basics on Russian consumer culture and consumer psychology, in particular, on the expectations and style of behaviour.

 

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 control the situation and to be aware of own style of behavior in situations of conflict.

 

The skills to transfer acquired knowledge to personnel.

 

Methods:

 

Lecturnars (Combination of lecture and seminar: after each 15-25 minutes of lecturing, 5-15 question-answer session);  Case studies, Role playing; Group discussions.