Diversity and Travel
by Lois Osborne

article continued

Americans take many things for granted, and unfamiliarity with the cultural norms of our world neighbors can be frustrating, embarrassing, or downright shocking when we travel. For example, we have learned at a very early age to use a fork and knife when eating. This is our “natural” way of eating. Certain cultures may consider eating with one’s hands more natural than using utensils. For Americans sleeping in a bed is “natural” – for others, the ground or floor is preferred. If you have visited beaches in Western Europe, you might recognize their tolerance of nudity – much more so than in the United States (even in areas such as California).

Another example of cultural difference is in the way time is viewed. This can be seen within the United States – New Yorkers generally responds to time differently (faster) in their actions and speech, than southerners who might prefer to address matters in a more laid-back manner – achieving the same level of effectiveness. In most African and Eastern cultures, friendship and trust are more important in business dealings than being on time. This group might prefer to get acquainted first with members of a meeting, instead of starting the meeting on time. In America, Western Europe, and much of South America, schedules are adhered to and, if someone is late to a meeting, it is likely to send a message to other associates that he’s unreliable because he can’t manage his schedule.

The use of personal space varies from country to country. Generally, the space barriers in the United States are much the same as they are in the United Kingdom, Germany, and Scandinavia. We like to keep an intimate distance of roughly 18 inches, which is reserved for family, pets, very close friends, and healthcare providers. A personal distance is 4-5 feet is reserved for friends and acquaintances, and a social distance of 4-12 feet is reserved for clients. In this country, if someone crosses our “space barriers,” we start to feel uncomfortable.

In today’s global world, the savvy (and probably more successful) travel professional must be sensitive when scheduling travel for people who are “different from us.” The small things you do for your clients will likely bring them back to you, while increasing the probability that they will speak highly of you as a travel professional. Take time to ask your client if he has diet preferences, or any other special need (including medical) that would make him feel more safe and comfortable. Explain to him that, if you have this information ahead of time, you will be able to arrange special accommodations.

Taking a more pragmatic approach, as travel professionals our interest lies in the “cash value” of satisfied clients – and we build that value of our agency by heightening the awareness of our clients to others they will meet during their travels. You might be asked to book travel for religious or social work groups, or as a concerned world citizen, you might decide to travel to a foreign country to do volunteer work. If we do not understand the culture of the people we are intending to help, more harm than good can come from that effort. Doing our homework before we sell travel, and understanding cultural differences, is key in avoiding such mistakes.

In summary, the caring and culturally adept travel professional is one who will be reflective and work toward becoming aware of the cultural differences of our clients, our neighbors, and others who exist in our world.

Lois Osborne serves as director of the OSSN Cleveland Chapter. You may reach her at OsbornL2@ccf.org.

(Credit: Lois Osborne)