International Hospitality Noa Coenradi
International hospitality
Culture
- Hofstede: collective programming distinguishes these groups. cultural dimensions.
- Hall(monkey): their learned behavior patterns(it differs per teacher where you can be
late). 1. Personal space, 2. Low and high context, 3. Time perception
- Trompenaars: solve the problems.
- Kluckhohn: basic assumption/interpretation(onion)
Chapter 1
Cultural onion – Edgar Schein:
1. Artefacts of culture: the fist things you notice when entering a new country. For
example how they dress, company logo(=artefact).
2. Norms and values: what is correct, desired behavior? For example the time you
arrive in class. Values express what we think. To know the n/v it’s needs a
observation, it can be learned.
3. Basic assumption: they are abstract and invisible and learned very young. We are
unaware of them. They are shaped of distorted by the dynamic assumption of our
culture.
1 is visible. 2 and 3 are less visible.
Cultural iceberg(visible / less visible)
- What you see is a small part of culture(food, dress, behavior, language etc.). Only
after a long time you know what is less visible(attitudes, beliefs, assumptions etc.)
Definition of culture
- Culture is the collective programming of the mind, which distinguishes the members
of one group of people from another.
- It’s about the familiar way we think, feel and behave.
Cultural programming
- We learn things through socialization(handshake)
- We learn things through norms and values(value is respect for others, norm is to
stand up for an elderly person).
- We learn things through perception(looking around us makes us conscious or
unconscious choices).
- 3 levels of programming:
1. Individual(eat it up all by yourself).
2. Cultural (put food on a plate and eat with fork and knife)
3. Human nature (hungry search for food)
,International Hospitality Noa Coenradi
Hofstede
- Cultural is programmed through upbringing, socialization, norms/values, perception.
Culture and subcultures
- Collective indicates the group or subgroups we belong to.
- Subcultures: continent(Asian culture), country(Chinese culture), ethnic, regional.
- You need to have an open attitude for understanding multiple identities. If you’re
interested in the personal interest and know each others initial national and regional
cultural differences, people will work better together.
- If cultural differences are ignored, you get problems with understanding each other
and coming to an agreement. Otherwise a creative and dynamic team.
Intercultural communication
- Intercultural communication = the communication between sources and receivers
from different cultures. It requires intercultural competence.
- Medium of communication = in written communication it is paper(air, electronic etc.).
- Channel = how you transmit the message(via e-mail, face-to-face etc.).
- Picture/illustration ‘’intercultural communication’’!!
Noise
- Noise = anything that distorts or blocks the message. There are 3 types of noise.
1. External noise: it’s physical noise, is interference from the environment. External
noise makes it difficult for the receiver to understand you.
2. Internal noise: it’s psychological noise. It involves emotions, worries or personal
prejudices that get in the way of paying attention.
3. Cultural noise: when differences in cultural programming distorts the message.
TOPOI model(Hoffman)
- 5 way of misunderstandings:
1. Tongue(language): you have verbal and non-verbal language: verbal language is
a frequent source of misunderstanding: see you at half 3/half past 2. Non-verbal
language: shake hands with another hand.
2. Order: it’s about each participant’s view: how do they view, order and organize
reality? Our behavior is guided by our own sense of logic. There is never one truth
or one reality.
3. Person: the relationship part of the conversation. You have symmetrical or
complementary relationships. Symmetrical relationships are between
equals(friends, brothers, classmates), complementary relationships are between
people at different levels of authority(parents and children).
, International Hospitality Noa Coenradi
4. Organization: the social and professional organizational context of the
communication. Organizational structures like huisarts: you first have to go there
before you go to the hospital.
5. Intention & influence: what is the aim of the conversation?
Global citizenship
- Global citizenship =a sense of belonging to a broader community and common
humanity(political, economic, etc. between the local, the national and the global).
- It’s a competency. It includes an attitude and behavior.
- Global citizenship is making entry in the curricula of primary and secondary school
worldwide.
- It’s about interconnectedness with places, people and events around the world.
- A global citizenship attitude includes understanding multiple levels of identity.
Global citizenship competencies
- There are a few approaches to global citizenship:
1. Attitude: understanding multiple identities.
2. Knowledge and cognitive skills: think critically and creatively about global,
regional, national and local issues. To have a multi-perspective approach.
3. Non-cognitive skills and behavior: social, communication skills.
4. Act collaboratively: collective good at local, international and global levels for a
more peaceful and sustainable world.
Chapter 2 hall and hall
High and low communication
- Low context: information is communicated explicitly. They structure their information=
compartmentalizing. They start with the main point and end with details.
- High context: they tell a lot of context(implicitly and non-verbally) what surrounds the
message. The context includes the total picture. They start with context and get to the
main point later.
- People from high context cultures need to receive messages within a context –
human context, physical context or historical context.
- Every country has different types of context: Australia and NW Europe are low
context. Central and East Europe are medium context and Asia are high context.
- Subcultures: in US low context is the norm. Latinos in US are more high context. 43-
56
Combination of high and low context
- If you are low context, talking to someone high context you need to start with context.
- If you are high context and the listener is low context, you have to say it literally with
words, keep it brief and leave details for the end.
International hospitality
Culture
- Hofstede: collective programming distinguishes these groups. cultural dimensions.
- Hall(monkey): their learned behavior patterns(it differs per teacher where you can be
late). 1. Personal space, 2. Low and high context, 3. Time perception
- Trompenaars: solve the problems.
- Kluckhohn: basic assumption/interpretation(onion)
Chapter 1
Cultural onion – Edgar Schein:
1. Artefacts of culture: the fist things you notice when entering a new country. For
example how they dress, company logo(=artefact).
2. Norms and values: what is correct, desired behavior? For example the time you
arrive in class. Values express what we think. To know the n/v it’s needs a
observation, it can be learned.
3. Basic assumption: they are abstract and invisible and learned very young. We are
unaware of them. They are shaped of distorted by the dynamic assumption of our
culture.
1 is visible. 2 and 3 are less visible.
Cultural iceberg(visible / less visible)
- What you see is a small part of culture(food, dress, behavior, language etc.). Only
after a long time you know what is less visible(attitudes, beliefs, assumptions etc.)
Definition of culture
- Culture is the collective programming of the mind, which distinguishes the members
of one group of people from another.
- It’s about the familiar way we think, feel and behave.
Cultural programming
- We learn things through socialization(handshake)
- We learn things through norms and values(value is respect for others, norm is to
stand up for an elderly person).
- We learn things through perception(looking around us makes us conscious or
unconscious choices).
- 3 levels of programming:
1. Individual(eat it up all by yourself).
2. Cultural (put food on a plate and eat with fork and knife)
3. Human nature (hungry search for food)
,International Hospitality Noa Coenradi
Hofstede
- Cultural is programmed through upbringing, socialization, norms/values, perception.
Culture and subcultures
- Collective indicates the group or subgroups we belong to.
- Subcultures: continent(Asian culture), country(Chinese culture), ethnic, regional.
- You need to have an open attitude for understanding multiple identities. If you’re
interested in the personal interest and know each others initial national and regional
cultural differences, people will work better together.
- If cultural differences are ignored, you get problems with understanding each other
and coming to an agreement. Otherwise a creative and dynamic team.
Intercultural communication
- Intercultural communication = the communication between sources and receivers
from different cultures. It requires intercultural competence.
- Medium of communication = in written communication it is paper(air, electronic etc.).
- Channel = how you transmit the message(via e-mail, face-to-face etc.).
- Picture/illustration ‘’intercultural communication’’!!
Noise
- Noise = anything that distorts or blocks the message. There are 3 types of noise.
1. External noise: it’s physical noise, is interference from the environment. External
noise makes it difficult for the receiver to understand you.
2. Internal noise: it’s psychological noise. It involves emotions, worries or personal
prejudices that get in the way of paying attention.
3. Cultural noise: when differences in cultural programming distorts the message.
TOPOI model(Hoffman)
- 5 way of misunderstandings:
1. Tongue(language): you have verbal and non-verbal language: verbal language is
a frequent source of misunderstanding: see you at half 3/half past 2. Non-verbal
language: shake hands with another hand.
2. Order: it’s about each participant’s view: how do they view, order and organize
reality? Our behavior is guided by our own sense of logic. There is never one truth
or one reality.
3. Person: the relationship part of the conversation. You have symmetrical or
complementary relationships. Symmetrical relationships are between
equals(friends, brothers, classmates), complementary relationships are between
people at different levels of authority(parents and children).
, International Hospitality Noa Coenradi
4. Organization: the social and professional organizational context of the
communication. Organizational structures like huisarts: you first have to go there
before you go to the hospital.
5. Intention & influence: what is the aim of the conversation?
Global citizenship
- Global citizenship =a sense of belonging to a broader community and common
humanity(political, economic, etc. between the local, the national and the global).
- It’s a competency. It includes an attitude and behavior.
- Global citizenship is making entry in the curricula of primary and secondary school
worldwide.
- It’s about interconnectedness with places, people and events around the world.
- A global citizenship attitude includes understanding multiple levels of identity.
Global citizenship competencies
- There are a few approaches to global citizenship:
1. Attitude: understanding multiple identities.
2. Knowledge and cognitive skills: think critically and creatively about global,
regional, national and local issues. To have a multi-perspective approach.
3. Non-cognitive skills and behavior: social, communication skills.
4. Act collaboratively: collective good at local, international and global levels for a
more peaceful and sustainable world.
Chapter 2 hall and hall
High and low communication
- Low context: information is communicated explicitly. They structure their information=
compartmentalizing. They start with the main point and end with details.
- High context: they tell a lot of context(implicitly and non-verbally) what surrounds the
message. The context includes the total picture. They start with context and get to the
main point later.
- People from high context cultures need to receive messages within a context –
human context, physical context or historical context.
- Every country has different types of context: Australia and NW Europe are low
context. Central and East Europe are medium context and Asia are high context.
- Subcultures: in US low context is the norm. Latinos in US are more high context. 43-
56
Combination of high and low context
- If you are low context, talking to someone high context you need to start with context.
- If you are high context and the listener is low context, you have to say it literally with
words, keep it brief and leave details for the end.
