Case Study B - Addressing Diversity Prejudices

Elise works for a tour company that provides boat excursions and sightseeing trips to holidaymakers. She takes customer bookings face-to-face and by telephone. Klaus enters the premises and looks around at the information on different trips and excursions; after some time, he approaches the desk where Elise works. Klaus does not speak good English; however, he does understand this fairly well when it is spoken to him. He has trouble asking Elise about the trips he is interested in, and he takes some time to try and explain this. On hearing that Klaus has a foreign accent, Elise immediately thinks that Klaus will not understand about the trips and excursions or what she is saying. She does not bother to provide information about the trips in-depth; she indicates the dates, times and days that the trips are available, and the cost of these.

1. Did Elise show any prejudices towards Klaus, if so what did she do?

2. How could Elise have made improvements in her interaction with Klaus?