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Business Before Politics

straight talk blog gerry fernandez

Photo taken at the Hyatt Regency Minneapolis

Almost daily, we hear of  public figures getting into trouble for something they said, posted or tweeted that was poorly phrased or the implications of which they simply didn’t fully consider. Donald Trump’s recent comments are an extreme example of what can happen if a leader says something controversial about an issue that involves race, ethnicity or sexual orientation.

Our business is not political but there are political aspects to our business. Whether you like it or not, employees inadvertently express their political views at their place of work and increasingly, so do customers.

Issues like the Confederate Flag or Immigration Reform are hot topics and people hold strong views on both sides. What may seem like innocent exchanges can easily turn into a shouting match and can lead to resentment, loss of morale, and even violence.

Here are 3 Cultural Intelligence tips to keep in mind as the summer progresses and the political season approaches.
#1. Coach your managers to discourage talk of politics and not to take sides in any debate.  Remind them that everyone has an obligation to stay focused on serving the guests regardless of their race, ethnicity, sexual orientation or political beliefs. Today’s workforce is much more diverse and so too are the political views they hold. Political conversations in the workplace can have adverse effects if we are not sensitive to the diversity of political opinions help by staff and guests.

#2. Be informed about current events and understand the issues ahead of time so that you can anticipate potential conflicts.  Think about the purpose of your email: You want readers to respond in a certain way, so use specific call-to-actions such as visit our website, shop the sale now, or sign up for specials.

#3.  Give your staff the language they need. to defuse a potential conflict with a co-worker, vendor or guest.
Certain words are inflammatory or political in nature. For example, undocumented is preferred vs. illegal; sexual orientation vs. sexual preference; people of color vs. minority; and these are just a few examples. Remind staff not to comment on these issues with guests or with co-workers. Tell them if someone does bring up an inflammatory or controversial topic, to ignore the comment, change the subject, or tell them you don’t think it’s appropriate to discuss this issue at work. If they persist, tell them to report it to the manager on duty and let the manager handle it.

Being Culturally Intelligent about how to communicate with employees and guests is just good business. In today’s multicultural, multi-generational world, managers need to know comments like Donald Trump’s may be offensive to many people. The more we stay focused on serving our diverse guests and leaving politics at home, the better we will be as an industry.

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