The Workplace and the

Different Occupational
Situations
Jose Amado Correos Amorado
Department of Languages and Humanities
College of Arts and Sciences
Manuel S. Enverga University Foundation
Objective/s

Explore and develop vocabulary-building

strategies for tourism and hospitality words
and expressions.
Required Reading/s:
English for Tourism and Hospitality Purposes (ETP) by
Nahid Zahedpisheh, Zulqarnain B. Abu bakar & Narges
Saffari
The workplace.
1. Where do you see yourself?

2. Where do you want to work?

Is using English part of
that workplace?
Hutchinson and Waters (1987):
“three important reasons for the
emergence of ESP are the new focus
on its learners, request, and demand
in the new world”
Hutchinson and Waters (1987):
“three important reasons for the
emergence of ESP are the new focus
on its learners, request, and demand
in the new world”
When we talk about
workplace for Tourism and
Hospitality industry, what
are those?
Specifically, each workplace requires
you to use English as your language

1. English for Food and Beverage Services

2. English for Air Flight Services
3. English for Hotel Services
4. English for Tour Managers and Guides
English is the lingua franca in
international tourism and travel
contexts.
“people who are required to use
English at work for tourism and
hospitality purposes need to improve
their communicative abilities,
language fluency, and accuracy”
Different Occupational Situations
Would you like to work in a place where everyone:

Is the same? (Homogeneous)

or
Is different? (Heterogeneous)
Culture
Diversity
Three sources of diversity

1. demographic characteristic
culture, ethnicity, language, age,
gender, social class, religion
2. personal characteristics
age, gender, communication style,
economic background, personality
3. abilities and skills
social and technical
Conflict
Common Workplace Conflict
Resistance to Change
To resolve:
1. Communicate the reasons behind change

2. Involve your team members in the process so they

know that they are a part of it

3. Train the team members in their new job

responsibilities
Unclear Job Expectations
To resolve:
1. Communicate the “non-negotiable activities” - direct
responsibilities that your team member has to perform in
order to be successful at their job.

2. Describe the company culture so the team member knows

what kind of work environment they will be a part of.

3. Clarify the reporting procedure that the team member will

have to follow.
Poor Communication
To resolve:
1. Be clear and concise; don’t leave your team members
assuming or guessing.

2. Listen to hear your team members’ new ideas or learn about

their concerns.

3. Deliver messages designed for your team members; if they

understand what you expect of them, they are set for success.

4. Manage your nonverbal behaviors and learn to read others’.

Toxic Work Environment
To resolve:
1. Encourage communication. Don’t let conflicts
escalate, let your team members know that you are
open to hearing them out.

2. Focus only on facts in assessing you team

members’ behavior and never take sides.
3. Implement procedures. Everyone should know what
responsibilities they have, how to perform them, and
what they are accountable for.

4. Organize team building events where people can

spend time together out of work.

5. Offer training to teach team members essential skills

of communicating.
Differences in Personality
To resolve:

1. Consider both points of view in a conflict.

2. Focus on factual information, avoid commenting on

people’s attitudes and characters.

3. Ask for team members’ ideas on how to best resolve the

conflict.

4. Follow up with a meeting to check on employees’ progress.

Thank you!