Communication across cultures? An intercultural approach to customer service in the hotel industry: a study with globally branded hotels in the United Kingdom

In a professional and business-social context such as that of global hotel brands in the United Kingdom, intercultural communication, contacts and relationships are found at the heart of daily operations and of customer service. A large part of the clientele base of hotels in the United Kingdom is formed by individuals who belong to different cultural groups that travel in the country either for leisure or business. At the same time, the global workforce which is recruited in the hotel industry in the United Kingdom is a reality here to stay. Global travelling and labor work mobility are phenomena which have been generated by changes which occur on a socio-economic, cultural and political level due to the phenomenon of globalization. The hotel industry is therefore well acquainted with the essence of different cultures either to be accommodated within hotel premises, as in the case of external customers, or of diversity management where different cultures are recruited in the hotel industry, as in the case of internal customers. This thesis derives from research conducted on eight different global hotel brands in the United Kingdom in particular, with reference to three, four and five star categories. The research aimed to answer the question of how hotels are organized in order to address issues of intercultural communication during customer service and if intercultural barriers arise during the intercultural interaction of hotel staff and global customers. So as to understand how global hotel brands operate the research carried out focused in three main areas relating to each hotel: organizational culture, customer service–customer care and intercultural issues. The study utilized qualitative interviews with hotel management staff and non-management staff from different cultural backgrounds, public space observations between customers and staff during check-in and checkout in the reception area and during dining at the café-bar and restaurant. Thematic analysis was also applied to the official web page of each hotel and to job advertisements to enhance the findings from the interviews and the observations. For the process of analysis of the data interpretive (hermeneutic) phenomenology of Martin Heidegger has been applied. Generally, it was found that hotel staff quite often feel perplexed by how to deal with and how to overcome, for instance, language barriers and religious issues and how to interpret non verbal behaviors or matters on food culture relating to the intercultural aspect of customer service. In addition, it was interesting to find that attention to excellent customer service on the part of hotel staff is a top organizational value and customer care is a priority. Despite that, the participating hotel brands appear to have not yet, realized how intercultural barriers can affect the daily operation of the hotel, the job performance and the psychology of hotel staff. Employees indicated that they were keen to receive diversity training, provided by their organizations, so as to learn about different cultural needs and expand their intercultural skills. The notion of diversity training in global hotel brands is based on the sense that one of the multiple aims of diversity management as a practice and policy in the workplace of hotels is the better understanding of intercultural differences. Therefore global hotel brands can consider diversity training as a practice which will benefit their hotel staff and clientele base at the same time. This can have a distinctive organizational advantage for organizational affairs in the hotel industry, with potential to influence the effectiveness and performance of hotels.

An Artificial Intelligence Approach to Dyscalculia

Dyscalculia stands for a brain-based condition that makes it hard to make sense of numbers and mathematical concepts. Some adolescents with dyscalculia cannot grasp basic number concepts. They work hard to learn and memorize basic number facts. They may know what to do in mathematical classes but do not understand why they are doing it. In other words, they miss the logic behind it. However, it may be worked out in order to decrease its degree of severity. For example, disMAT, an app developed for android may help children to apply mathematical concepts, without much effort, that is turning in itself, a promising tool to dyscalculia treatment. Thus, this work focuses on the development of an Intelligent System to estimate children evidences of dyscalculia, based on data obtained on-the-fly with disMAT. The computational framework is built on top of a Logic Programming framework to Knowledge Representation and Reasoning, complemented with a Case-Based problem solving approach to computing, that allows for the handling of incomplete, unknown, or even contradictory information.

Aprendizaje de la escritura en lengua no materna: Casos de niños tarahumaras

Recibido 01 de diciembre de 2010 • Aceptado 09 de marzo de 2011 • Corregido 19 de abril de 2011   Resumen. Esta investigación analiza el desarrollo de la escritura en español de niños indígenas tarahumaras bilingües (del Estado de Chihuahua, México), desde varias perspectivas: la psicogenética, relacionada con el avance en el proceso de construcción del sistema de escritura de los niños investigados; la social, mediante al análisis del contexto familiar, cultural y el entorno del asentamiento de convivencia de los mismos; y la pedagógica, aunque más breve, a través del ambiente áulico dentro de dos escuelas muy diferentes: una regular y otra indígena. El planteamiento central de la investigación giró en torno a la percepción de los múltiples factores que se relacionan con el aprendizaje de la escritura, en un intento de escudriñar analíticamente los elementos posibles de afectación en el proceso referido. La metodología cualitativa utilizada posibilitó, mediante el estudio de casos, la observación, la entrevista, la videograbación y el análisis de los cuadernos de los niños, percibir situaciones y rescatar evidencias que, mediante el estudio transversal de eventos, personas y contextos, dieron como resultado interpretaciones sobre los factores sociales, culturales, cognitivos y pedagógicos que se percibieron asociados al aprendizaje de la escritura de una lengua que no es la materna, en niños indígenas migrantes establecidos en un medio distinto al de sus ancestros. Se atiende principalmente a la hipótesis de que, en las circunstancias de los casos estudiados, es más conveniente que aprendan a escribir primero en su segunda lengua y, posteriormente, en la materna, si así lo requieren.

Delivery Of A Urology Online Course Using Moodle Versus Didactic Lectures Methods.

To subjectively and objectively compare an accessible interactive electronic library using Moodle with lectures for urology teaching of medical students. Forty consecutive fourth-year medical students and one urology teacher were exposed to two teaching methods (4 weeks each) in the form of problem-based learning: - lectures and - student-centered group discussion based on Moodle (modular object-oriented dynamic learning environment) full time online delivered (24/7) with video surgeries, electronic urology cases and additional basic principles of the disease process. All 40 students completed the study. While 30% were moderately dissatisfied with their current knowledge base, online learning course delivery using Moodle was considered superior to the lectures by 86% of the students. The study found the following observations: (1) the increment in learning grades ranged from 7.0 to 9.7 for students in the online Moodle course compared to 4.0-9.6 to didactic lectures; (2) the self-reported student involvement in the online course was characterized as large by over 60%; (3) the teacher-student interaction was described as very frequent (50%) and moderately frequent (50%); and (4) more inquiries and requisitions by students as well as peer assisting were observed from the students using the Moodle platform. The Moodle platform is feasible and effective, enthusing medical students to learn, improving immersion in the urology clinical rotation and encouraging the spontaneous peer assisted learning. Future studies should expand objective evaluations of knowledge acquisition and retention.

A motivação de alunos no contexto da progressão continuada

This study investigated the intrinsic and extrinsic motivacional orientations of students in the context of the educational continuous progression. The sample was composed of 160 subjects of second, fourth, sixth and eighth grades of the elementary school. Data was collected by means of the presentation of histories involving the intrinsic, extrinsic motivation and the educational continuous progression system. Subjects were interviewed individually. Their answers were transcribed verbatim and submitted to content analysis. Results indicated that a expressive percentage of students did not know the educational system of continuous progression. Students revealed a predominantly intrinsic motivation orientation with advances in age and in school grade level, even though knowing that they will not repeat any school grade. This study pointed out the importance of deepening our knowledge concerning the impact of the educational continuous progression in students' motivation to learn.

Formação empirica na educação superior : um estudo de caso na Faculdade de Educação Fisica da Unicamp

Universidade Estadual de Campinas. Faculdade de Educação Física

Ginastica artistica feminina e historia oral : a formação desportiva de ginastas brasileiras participantes de jogos olimpicos (1980-2004)

Universidade Estadual de Campinas . Faculdade de Educação Física

Construindo uma politica publica de lazer : espaço ou programa - o que garante a animação? - uma retrospectiva historica sobre o municipio de Sorocaba

Universidade Estadual de Campinas. Faculdade de Educação Física

As relações de gênero em uma escola de futebol : quando o jogo é possível? = Genders relations at a football school : when the game happen?

Universidade Estadual de Campinas . Faculdade de Educação Física

"Crescimento humano, composição corporal e desenvolvimento das caracteristicas sexuais secundarias de adolescentes de 11 a 14 anos"

Universidade Estadual de Campinas . Faculdade de Educação Física

A corporeidade do cego : novos olhares

Universidade Estadual de Campinas. Faculdade de Educação Fisica

I2: uma molécula didática

Iodine vapor is a very suitable substance to learn about molecular energy levels and transitions, and to introduce spectroscopic techniques. As a diatomic molecule its spectra are relatively simple and allow straightforward treatment of the data leading to the potential energy curves and to quantum mechanics concepts. The overtone bands, in the resonance Raman scattering, and the band progressions, in the electronic spectra, play an important role in the calculation of the Morse potential curves for the fundamental and excited electronic state. A weaker chemical bond in the electronic excited state, compared to the fundamental state, is evidenced by the increase in the equilibrium interatomic distance. The resonance Raman scattering of I2 is highlighted due to its importance for obtaining the anharmonicity constant in the fundamental electronic state.

O discurso coletivo de ex-hanseniano morador de um antigo leprosário no nordeste do Brasil

Este estudo teve como objetivo conhecer o discurso acerca da vida de ex-hansenianos residentes em um antigo hospital-colônia. De abordagem qualitativa, caracteriza-se como uma pesquisa descritivo-exploratória. Os dados foram levantados com 12 sujeitos por meio de uma entrevista semiestruturada e foram organizados pela técnica do Discurso do Sujeito Coletivo, obtendo-se as seguintes ideias centrais: "Existe uma diferença entre o antes e o que é hoje e "Para a pessoa que tem sequela, não muda nada". Constatou-se que a percepção da cura da doença foi objeto de controvérsias, havendo os que a percebem como uma vitória, ou seja, o fato de não ter mais a doença lhes possibilita pensar em um (re)começo.

Isolamento compulsório de portadores de hanseníase: memória de idosos

De 1924 a 1962 o Brasil utilizou a internação compulsória de pacientes de hanseníase como controle da doença na comunidade. Com o final dessa política, muitos pacientes continuaram a viver nessas unidades. O Asilo Pirapitingui, hoje Hospital Dr. Francisco Ribeiro Arantes, é a única retaguarda asilar para internação de portadores de hanseníase por indicação social. Obtivemos o relato da história de vida de oito de seus remanescentes, que foram gravados e transcritos. A análise temática desses relatos permitiu a identificação das seguintes categorias: hanseníase; internação; vida cotidiana; a instituição; condições atuais de saúde; e permanência na instituição após a extinção da internação compulsória.

Atenção farmacêutica em farmácias e drogarias: existe um processo de mudança?

Para se conhecer a prática profissional de farmacêuticos que atuam em farmácias e drogarias, seus conhecimentos e percepções acerca da Atenção Farmacêutica (AF), realizou-se estudo descritivo com 91 farmacêuticos do município de Jundiaí-SP. A maioria era jovem (62,6% entre 20 e 29 anos), do sexo feminino (63,7%), graduada em instituições privadas (90,1%) e não proprietária do estabelecimento (87,9%). Desenvolviam atividades administrativas, técnicas e de atenção ao usuário, principalmente dispensação de medicamentos e orientação; 67,0% acompanhavam o tratamento farmacoterapêutico dos usuários, mas sem registrar informações. Para 62,7%, AF relacionava-se apenas à orientação e atendimento dispensados, mas tais atividades não eram realizadas de forma sistemática e organizada, como preconizado. Muitos (91,2%) consideravam necessário realizar trabalho mais intenso com os usuários, porém apontaram dificuldades como falta de tempo e de apoio dos proprietários e desinteresse dos usuários. Várias dessas dificuldades têm sido verificadas também em outros países, sugerindo que a prática da AF: (a) requer uma mudança estrutural e rearranjo de funções, uma vez que, atualmente, a estrutura e as atividades são adequadas à atividade comercial; (b) reflete uma crise de identidade profissional e, em consequência, falta de reconhecimento social e pouca inserção na equipe multiprofissional de saúde. O conhecimento sobre AF mostrou-se limitado, mas a situação pode vir a alterar-se à medida que as mudanças curriculares em curso surtam efeito na formação dos novos farmacêuticos.