TH 108
MULTICULTURAL
DIVERSITY
IN THE
WORKPLACE
FOR TOURISM
PROFESSIONALS
Chapter 1:
Introduction to
Multicultural
Diversity in the
Workplace
"A nation's culture
resides in the hearts
and souls of its
people."
– Mahatma Gandhi
• refers to the socially
constructed and learned ways
of behaving and believing that
identify individual and distinct
social groups
• is a shared practice of a group
of people.
• shapes a person’s identity and
influences the way he/she thinks,
behaves and form his/her values
system.
• Is passed on from one generation
to the next, and some of the
elements may change overtime
• Beliefs
• Values
• Knowledge
• Assumptions
• Experiences and ideas
• Customs
• Rituals
• Symbols
• Myths and legends
• Social activities
• Economics
• Politics
• Agriculture
• Industries
• Laws and ways of justice
• Security
• Health
• Environment
• Education
• Religion
• is a man-made creation
that hold meaning or
significance to a group
of people
• is a physical object or visual, can be held, viewed ,
and can reflect a society’s development at a
particular period
• serves as shared convictions and
standards that guide a society's
worldview and behavior
⚬ Beliefs are specific ideas held to
be true by members of a culture
⚬ Values represent broader ideals
of what is desirable, good, or
just—which shape judgments
and priorities.
• refers to various forms of natural or
man-made physical landscapes
affected by human activities and
how people arrange the physical
space around them.
• includes buildings, roads, fields, cities and various
land and water forms like mountains, coastal areas
and any physical landscape that underwent artificial
or natural change
• Transmission of culture from one
generation to another or from one
member to other members of a group of
people in a society is also done using
language- either written, spoken or a
combination of both.
• There are around 180 dialects in the
Philippines, more than 1000 dialects in
Southeast Asia and at least 6,500 languages
spoken in the world.
• The concept of right and wrong, and
fairness and injustice draw from
cultural practices in a particular area
that may be gradually accepted as a
practice in a bigger area
• These are developed by lawmakers based
on the acceptable practices of the
members of the country.
• Approaches that link culture to law:
⚬ Historical school
⚬ Constitutive approach
• Religion continuously offers a kind of
philosophy that establishes a moral
compass for anyone who seeks the
truth.
• It has also created cultural
expressions in many areas of life
among people.
• One of the biggest
attractions in the Philippines
are its religious festivals,
church destinations and
religious practices that
impact the operation of
tourism enterprise.
ASEAN community:
• Muslims = 42%
⚬ Brunei, Indonesia, Malaysia
• Buddhists = 18%
⚬ Thailand, Cambodia, Laos,
Myanmar, Singapore, Vietnam
• Christians= 17%
⚬ mostly from Philippines
• covers the process of how people
relate, cooperate, and form groups
within a society
• include families, clans, governments,
or clubs- all coordinates human
interactions and activities.
• enable societies to function by
channeling shared values into
practical structures
• Technology can help diversify tourists
experiences: as an enabler, producer,
attractor, enhancer and educator.
• However it may also become a destroyer
of tourist experience due to shifts in
service experiences that lack
interpersonal charm, thus generate
negative effects in retaining the authentic
culture of the area.
[Link] is Learned 6. Culture is Accumulative
[Link] is Social 7. Culture is Integrated
[Link] is Shared 8. Culture is Changing
[Link] is Transmitted 9. Culture Varies from
[Link] is Continuous Society to Society
A social approach or
policy that encourages the
co-existence of multiple
cultures within a society,
promoting equal respect,
recognition, and
participation for all
cultural groups
• Multiculturalism emerged primarily
in the late 1960s and 1970s due to
social and political movements
demanding the recognition and
inclusion of diverse cultural, ethnic,
and racial groups within society.
• It was a response to the failures of
assimilationist policies and a
growing recognition of the historical
injustices faced by minority groups.
• arose from the influence of historical
events, demographic changes, and
philosophical arguments that
challenged the idea of a single,
homogeneous national culture and
advocated for the value of diversity,
inclusion, and social justice for all
cultural groups.
• Multicultural workforce in hospitality
and tourism implies the natural state
of having a group of staff made up
of individuals from diverse cultural
backgrounds, including different
ethnicities, races, religions,
languages, and nationalities,
working within the hospitality and
tourism industry.
• different cultural and racial
backgrounds can work together in a
company despite having varied
⚬ Races and Ethnicities
⚬ Languages and Religions
⚬ Cultural backgrounds
⚬ Ages and Sexual orientation
⚬ Educational levels
⚬ Physical abilities
⚬ Socio economic status
• Improved Customer Service
• Enhanced Cultural Awareness
• Increased creativity and Innovation
• Positive Brand Image
• Increased Marketing Opportunities
• New Markets
• Communication Barriers
• Cultural Misunderstanding
• Need for Training
Open communication, Cultural awareness, and
Inclusive leadership practices.
• Implement diverse hiring practices and processes
• Conduct cultural sensitivity training
• Practice inclusive workplace culture
• Plan for cross-cultural communication strategies
• Always train managers for leadership development
The essence of a multicultural
workforce in tourism and hospitality
is developing a richer, competitive,
and customer-centric business by
blending diverse cultures,
languages, and perspectives to
better serve a global clientele,
encourage innovation, improve
problem-solving, and boost employee
engagement and satisfaction through
mutual understanding and
empathy