Staff training – ensuring all staff are trained in the needs and wants of the most common cultural groups in their area is essential. Training can be formal or informal and should address issues such as cultural awareness, tolerance, empathy and information regarding anti-discrimination legislation.
Using staff cultural skills – Australia has one of the most multicultural populations in the world. Employers and organisations should take advantage of this benefit and have staff use their individual cultural skills when dealing with customers and colleagues from diverse cultures. For example, an employee who speaks a language other than English should be encouraged to use this skill to help communicate with international customers. Employees should also be encouraged to learn new cultural skills such as a language.
Promoting cultural celebrations – employers should encourage diversity in their workplace. By celebrating the different cultures in their workplace an employer opens up lines of communication between staff and promotes tolerance, empathy and understanding.
Use a variety of communication methods – written communication can come in many forms and using a variety of techniques can help improve cross-cultural relations within a workplace. The use of pictorial signs can convey information quickly and easily. The use of a variety of translations near important signs in the languages of major tourist groups will help tourists feel comfortable.
Knowledge of local cultural buildings and support agencies – it is important that hospitality establishments have a list of support agencies for their guests if necessary. A list of embassies and interpreter or translator services are important; maps of the local area and knowledge of tourist information centres are also useful.