INTRODUCTION TO PURSER

AND CRUISE
ADMINISTRATION
CLCN04H
Introduction to Purser & Cruise Administration

Objectives:
• At the end of the lesson, students should be able to understand
and discuss essential work ethics and qualities that are highly
valued in the hospitality workplace.
• Discus the importance of understanding one’s culture and that
of others.
• Identify the process of breaking down stereotypes & analyze
how this contributes to effective performance in a culturally
diverse hospitality workplace.
Professional
Development and
Cultural
Development

• Essential Work Ethics

and Qualities
• Good Appearance and
Etiquette
• Cultural Diversity in
the Workplace
Essential Work ethics and qualities
• “Ethics is knowing the difference between what you have a
right to do and what is right to do” – S. Wicaksana
Work Ethics &
Qualities
• Ethics is a collection of
values and behaviors
which people feel moral.
• In other words, “ethics” is
the name we give to our
values or good behavior.
• Positive work ethic is the
collection of all values and
actions that people feel are
appropriate in the
workplace.
This Photo by Unknown Author is licensed under CC BY
WORK ETHICS PERFORMANCE
STANDARDS
• STANDARDS To be successful in a
career you must possess both strong
occupational skills and good work
ethics.
• The following are ten areas of work
ethic traits and performance
standards you will be presented and
experience to exhibit in the
workplace:
This Photo by Unknown Author is licensed under
CC BY-ND
1. ATTENDANCE
• Attend 90% or more of the required
class/work time.
• Be tardy for class/work no more than eight
times during a six-week period.
• Notify your instructor/boss before a planned
absence or tardiness.
• Be prepared for work by reading
assignments and/or completing a task.
• Participate in activities by contributing to
work discussions, completing assignments or
being involved in work/study undertakings. This Photo by Unknown Author is licensed under

• Begin and end work as expected. CC BY-SA

• Use work time appropriately.

2. CHARACTER
• Display a high level of effort and
commitment to performing and
completing work.
• Be honest in all situations.
• Demonstrate trustworthiness and
responsible behavior.
• Displays loyalty, dependability,
reliability, initiative and self-
discipline.
This Photo by Unknown Author is licensed under CC BY-SA-NC
LOYALTY
• In return for salary and benefits, the firm
expects loyalty.
• With loyalty comes a sense of pride.
• All employees are goodwill ambassadors
and salespeople for their company.
• Employees must keep company “secrets”.
• The more the company succeeds, the
more you will succeed.
• If you can not feel faithfulness and
allegiance to your company, you should
seek a job elsewhere. This Photo by Unknown Author is licensed under
CC BY
HONESTY
• Honesty is valuable.
• Employees account for 30% of all –”shortages”
• Being honest is more than just taking – “things”
• In an 8 hour day - - how much time should be spent on a task?
• Using the company telephone for personal calls, checking email, or
texting is actually stealing from the company!!
 HONESTY
Never lie on your:
- Application
- Timesheet
- Expense Report

Never Cheat a:
- Customer
- Associate
- Employer This Photo by Unknown Author is licensed under CC BY-NC-ND
TRUSTWORTHINESS
• Higher trust = higher pay!
Closing or opening the office
Supervising others
Handling cash
• Complete a task – earn some trust
• Dependability & reliability = trustworthiness
• Employers quickly see who can handle responsibilty
INITIATIVE
• When employees have initiative, they are
willing to see that work gets done.
People with initiative are:
Motivated
Enthusiastic
Industrious
Hard working
• People with initiative see a job that needs
to be done and do it beyond the “call of This Photo by Unknown Author is licensed under CC BY-SA-NC

duty”
 SELF-DISCIPLINE & SELF-RESPONSIBILITY

• Self-discipline is a part of accepting

responsibility.
• Self-discipline requires the handling of
emotions.
• The hard part is making the best choice
among the alternatives.

This Photo by Unknown

Author is licensed under
CC BY-SA
3.TEAMWORK
• Encourage and facilitate cooperation, pride,
trust & group identity.
• Foster commitment & team spirit.
• Respect the rights of others.
• Respects confidentiality.
• Be a team worker.
• Be assertive.
• Displays a customer service attitude.
4. APPERANCE
• Present a neat, clean appearance.
• Practice personal hygiene.
• Wear clothing suitable to the job,
task environment.
• Uses appropriate verbal and
written etiquette.

This Photo by Unknown Author is licensed under CC BY-SA

 APPEARANCE
• Appearance deals with every aspect of how
we perceive an individual. In an instant, we
form opinions about a person based on:
 Appearance
 Smell
 Cleanliness/Tidiness
 Mannerisms
• Depending on the career, acceptable
appearances will vary.
• Regardless of the job, there is no excuse
for not being groomed correctly.
5. ATTITUDE
• Demonstrates a positive
attitude.
• Appears self-confident.
• Diplay a willingness to
cooperate and accept
constructive criticism.
• Set realistic
expectations.

This Photo by Unknown Author is licensed under CC BY-SA-NC

 APPEAR SELF-CONFIDENT

Self-confidence is
prerequisite to success
• Willing to learn new skills.
• To take opportunities.
• To grow.

This Photo by Unknown Author is licensed under CC BY-NC-ND

 6. PRODUCTIVITY

• Follows directions and procedures.

• Observe established policies on safety.
• Notify proper authorities of
circumstances or situations presenting
potential safety hazards.
• Keeps area neat and clean.
• Make up missed assignments in a timely
manner. This Photo by Unknown Author is licensed under CC BY-SA-NC

• Stay on task and utilize time

constructively.
7. ORGANIZATIONAL SKILLS

• Prioritize and manage

time & stress effectively.
• Demonstrate flexibility
in adapting to changes.

This Photo by Unknown Author is licensed under CC BY-SA-NC

TIME MANAGEMENT TECHNIQUE
Ask for help:
• Many are scared to ask for
help.
• Fear being seen as intrusive or
dumb.
• Help comes in many forms.
• People all around you are paid
to help.

This Photo by Unknown Author is licensed under CC BY

TIME MANAGEMENT TECHNIQUES
Set timetables:
• Measure how you’re doing.
• Pocket, wall, phone or desk
calendar.
• Mark activity due dates
appropriately.
• Prior to activity due date, fill in
other days with activities that will
help you accomplish the mini
steps that it will take to complete This Photo by Unknown Author is licensed under CC BY-NC-ND

the big assignment.

 8. COMMUNICATION
• Communicate accurate information
to others in a professional and
courteous manner.
• Display appropriate non-verbal (eye
contact, body language) and oral
(listening, telephone etiquette,
grammar) skills.
• Listen attentively to others.
• Good technology etiquette.

This Photo by Unknown Author is licensed under CC BY

COMMUNICATION
The worst assumption a sender
of a message can make is that
the message will not be
received as intended. Language
itself can be a barrier:
• Unclear wording
• Slang
• Jargon
• Tone
This Photo by Unknown Author is licensed under CC BY-SA-NC
 9. COOPERATION
• Convey a willingness to assist others.
• Work to resolve conflicts and to identify solutions in
which all parties benefit.
• Demonstrate concern for treating people fairly and
equitably.
• Follow the chain of command in resolving conflicts.
• Display leadership skills.
• Appropriately handle criticisms, conflicts &
complaints.
• Demonstrates problem-solving capability.
• Maintains appropriate relationships with supervisors
and peers. This Photo by Unknown Author is licensed under CC BY-ND
 10. RESPECT
• Treat instructors, staff, co-workers,
management fellow students with
respect, courtesy and tact.
• Do not engage in harassment of any
kind.
• Know the legal definitions of sexual
harassment.
• Deal appropriately with cultural/racial
diversity.
This Photo by Unknown Author is licensed under CC BY-NC-ND
Work ethics samples:
THE IMPORTANCE OF
CULTURAL DIVERSITY
IN THE WORKPLACE
 What is Cultural Diversity?
Culture is what shapes us. It is the reason we have
certain beliefs, influences, how we behave and is what
it gives our identity. Cultural diversity is the
representation of different cultural and ethnic groups
in society.
When talking about cultural diversity in the
workplace, it is the inclusion of employees from
different backgrounds, different races, sexual
orientation and political views.
The term cultural diversity encourages an
environment of inclusion, with representatives from a
range of various backgrounds that come together as a This Photo by Unknown Author is licensed under CC BY-NC-ND
team.
Challenges of cross-cultural workplace
There are still some challenges in cross cultural workplace that we
face today. There are some assumptions (though not everywhere) that
makes it difficult to accept others who they think are different to
them. These includes:
• Assumption of superiority: I am better.
• Assumption of correctness: My way is the correct way.
• Assumption of universality: We are all humans. But if you are less
than me, you must be sub-human.
• Other barriers are: prejudice, perceptions, stereotypes and
discrimination.
Types of workplace diversity
To get a deeper understanding of what cultural diversity looks like, you need
to start with a rundown of different types of recognized workplace diversity.
In Human resources terms, there are a few types of diversity characteristics
to bear in mind:
• Gender – women make up a bigger percentage of the workforce than ever
before. But there are still a gap in terms of fair pay and the percentage of
women in leadership roles.
• Race and ethnicity – as ethnic and racial identities evolve, standardized
forms with ethnic groups fail to hit the mark. By opening the conversation
with employees and candidates on race and ethnicity, this goes a step
towards improving cultural diversity.
Types of workplace diversity
• LGBTQ+ - the LGBTQ+ community includes a complex range
of people in terms of backgrounds, experiences and challenges.
To work towards eliminating discrimination, careful attention
needs to be paid towards a strategy as ang LGBTQ+ employer.
• Age – both younger and older workers can be discriminated
against in terms of preconceptions. Through steps like opening
apprenticeships to all ages and providing cross-generation
mentoring programmes, these prejudices can be addressed.
• Workers with disabilities – disabilities can cover many
differences, from ability to form social relationships to physical
disabilities. Part of this can be helped with a neurodiversity
programme, as well as fighting against negative perceptions.
Types of Workplace Diversity
• Mental health – focusing on mental health along with workplace
wellness support can combat a variety of issues, from absenteeism to
behavioral problems.
• Neurodiversity –recognizing a providing a supportive environment for
those with neurological differences that include dyslexia, autism and
Tourette’s helps organizations to celebrate differences and the benefits
they can offer in well-matched job types.
• Thoughts style –different personalities and thought styles can enhance
creativity if the individual and the role are well matched. In contrast, it
can cause stress if ill-matched.
It’s worth noting that this is by no means an exhaustive list. To be truly
diverse, researching and considering other differences from marital
status, to education, language and accents, all come to the mix.
 This Photo by Unknown Author is licensed under CC BY-SA-NC

BENEFITS OF CULTURAL DIVERSITY IN

THE WORKPLACE
1. Cultural diversity helps develop and
maximise skillsets.
• A cultural diverse workplace empowers
people to develop their talents and skills.
A range of ideas and expertise enables
those to learn from a more diverse
collection of colleagues.
• It can also boost problem solving
capabilities and increase happiness and
productivity. In an environment where all
voices are heard, this spirit of innovation
and encouragement to contribute can
drive business success.
 2. Cultural diversity improves the
recruitment process.
• Survey shows that two-thirds of
candidates cite diversity as an
important consideration during a
job hunt. By developing a strategy
for cultural diversity, you can
broaden your appeal to prospective
employees and reach out to more
high-level candidates across the
globe.
This Photo by Unknown Author is licensed under CC BY
 3. Cultural diversity can help you retain
talent.
• Aside from attracting a broader talent pool in the first place, cultural
diversity is the key to building the ideologies of respect between
company and employee and cooperation. In turn, this makes you a
more attractive proposition to valuable candidates making you stand
out in the marketplace.

This Photo by Unknown Author is licensed under CC BY-SA-NC

4. Cultural diversity improves your
team’s creativity.
• Studies have shown the positive impact a culturally diverse
workforce can have on a team and companies creativity. By bringing
together people from different backgrounds you will see a more
diverse series of solutions to issues and approaches to projects you
might have.
• A more diverse workforce allows you to bring new ways of thinking,
a company will no longer be pigeoned-holed in one direction.
• A company that actively encourages diversity in the workplace will
see more perspectives being discussed and more solutions being
thought of than ever before. This can inspire employees to perform
to the highest of their abilities.
 5. Cultural diversity can increase
employee engagement.
• The best way to learn about other cultures and ethnicities is by talking to
someone with that background. Research can only get you so far and has
a far less personal touch. By communicating with someone with a
different culture or background you not only gain firsthand knowledge,
you connect with someone directly.
• Employees who engage with others about their background during
lunches or out of hours drinks will feel better connected to a company,
feel truly listened to and in turn engage further with their colleagues.
• Employee engagement helps build trust, starting from the very top and
moving all the way down throughout the company. Engagement is
always positive for the company, it can lead to greater motivation,
collaboration and loyalty.
 6. Cultural diversity will improve your
company’s reputation.
• A company that employs people from all different types of cultures and
backgrounds will be considered a good employer. This reputation
amongst employees will elevate a company’s standing and attract more
people to come and work there.
• Your company’s reputation amongst it’s customers is one of the most
important things. Customer service and reputation can be greatly
improved through a diverse workforce, with different employees being
able to assist customers in a more personal way thanks to shared
experiences and understanding.

This Photo by Unknown Author is licensed under CC BY-NC

Credits:
• Ethics in workplace by Seta Wicaksana
www.humanikaconsulting.com
• https://www.slideshare.net/wicaksana/ethics-in-workplace-5430517
2
• https://www.thomas.co/resources/type/hr-blog/importance-cultural-
diversity-workplace
• Video clip c/o youtube: https://youtu.be/gyzwZvVy_e0
https://www.lexico.com/en/definition/cultural_diversity
https://www.thebalance.com/cultural-diversity-3306201
https://www.lexico.com/en/definition/cultural_diversity
https://www.thebalance.com/cultural-diversity-3306201
https://www.forbes.com/sites/forbescoachescouncil/2019/09/13/the-benefits-of-cultural-
diversity-in-the-workplace/#68f8988671c0
https://www.allegisgroup.com/en-gb/insights/blog/2018/april/workplace-diversity-types
https://builtin.com/diversity-inclusion/types-of-diversity-in-the-workplace
https://www.hult.edu/blog/benefits-challenges-cultural-diversity-workplace/#creativity
https://www.glassdoor.com/about-us/twothirds-people-diversity-important-deciding-work-
glassdoor-survey-2/
https://www.diversityinc.com/the-2019-top-50-diversityinc/
https://www.bentley.edu/news/7-ways-promote-diversity-workplace
https://www.hult.edu/blog/promoting-diversity-in-workplace/
https://www.hult.edu/blog/benefits-challenges-cultural-diversity-workplace/#talent