Managing cultural diversity and communication inside the tourism industry

Abstract

The very essence of the tourist experience is based within new encounters and immersing oneself within a new location and its sounds, smells, language, and culture, all of which are also potential sources of dissatisfaction. By understanding culture and the role of communication, we are able to improve satisfaction for visitors, and the quality of interaction for teams and their guests. The objectives of this chapter are to consider the make-up of a multicultural identity, to understand the tools that are available to improve Intercultural Competence, and to identify how to apply these techniques to create effective intercultural teams within the tourism industry.