The effect of knowing a second language and experience working with non-English speakers on job performance

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• 作者：Juan M. Madera ; ^{jmmadera@uh.edu} ; Mary Dawson¹ ; ^{mdawson@central.uh.edu} ; Jack A. Neal² ; ^{jneal@central.uh.edu}
• 关键词：Multicultural competence ; Job performance ; Temporal performance ; Food quality ; Food accuracy ; Empathy
• 刊名：International Journal of Hospitality Management
• 出版年：2012
• 期刊代码：25_02784319
• 类别：bus
• 出版时间：December, 2012
• 卷：31
• 期：4
• 页码：1083-1089
• 文件大小：361 K

摘要

Managing a multicultural workforce involves a thorough understanding of individual and cultural differences. One strategy to successfully manage non-English speaking employees is to recruit or train managers who have the appropriate skill set. This study utilizes experimental methods to examine the effect of two skills related to multicultural competence - (1) the ability to speak a second language and (2) having frequent interactions with non-English workers at their current job - on job performance in an environment of communication barriers in a food service context. Job performance was measured through temporal performance or the speed of completing a dish, food quality, and food accuracy. The findings showed that employees were able to complete recipes by an average of 7.23 min faster when led by a manager who had the two multicultural skills. Teams led by a manager who had the two multicultural skills also scored higher quality food ratings on the measures of presentation, temperature, taste, aroma, and the degree to which the meal was fully cooked. The measure of accuracy was only significant at the 90%confidence interval and is worth further investigation. The results showed that the managers who had the two multicultural skills used more pointing and demonstration than the managers who did not have the two multicultural skills during the task.