Hospitality in Aotearoa is powered by people from many different cultural backgrounds. While this diversity is a strength, it can also lead to misunderstandings in the workplace.
This session uses real-world scenarios to teach practical methods for handling “difficult conversations” using simple, accessible language that supports migrant and second-language staff.
Learning Objectives:
– Adapt communication styles to suit the diverse cultural contexts of the New Zealand hospitality sector.
– Utilise simple, clear language to ensure clarity during difficult conversations with second-language speakers.
– Apply scenario-based techniques to resolve common workplace conflicts effectively.
About the Presenter: Sarah Macdonald is an experienced cross-cultural coach who uses non-violent communication and transformative approaches. She has supported refugee communities through HOST International Aotearoa and Refugees as Survivors. Sarah holds a Master of Human Rights (First Class Honours) and a Bachelor of International Studies, and brings a deep commitment to Te Tiriti Responsiveness in all her work. She has over 20 years of experience designing transformative training across education, community development, and strategic leadership. Most recently, as Head of Capability at Diversity Works New Zealand, she has advised on inclusion strategies and holds a “Train the Intercultural Trainer” qualification from the European Institute for Intercultural Development.