DISCRIMINATION

The law states that a driver cannot discriminate against another person on the basis of that person?s cultural background, gender, age or other features. Discrimination involves unfavourable treatment due to one's gender, marital status, pregnancy,, parental status, breast-feeding, age, race, impairment/disability, religion, political beliefs/activities, trade union activities, lawful sexual activity etc.

Drivers must be aware that the use of slang and descriptive Australian colloquialisms can also be regarded as discriminatory. Such terms include sweetie, lovely, slang names for immigrant groups and slang names for Australian Aborigines.

The golden rule in terms of conversation is to keep the subject on safe topics, be careful of the words you use and of your body language.

PREJUDICE & DISCRIMINATION

Prejudice is an attitude towards another person or group of people -  Discrimination is the behaviour toward anther person or group of people.

OUR MULTICULTURAL SOCIETY

Living in one of the world?s most multicultural countries, a taxi driver on any shift in any Australian city or town will meet and interact with people from different backgrounds. Being different is now viewed as something to be proud of and is a feature of our national identity.

Taxi drivers need to accept cultural differences and learn to enjoy the diversity of their customers. Ask, listen and check. Some customers may not want to talk about their heritage, where others will enjoy the opportunity to talk about their national orgins.

All customers, irrespective of their background, must be treated equally. Each interaction provides you an opportunity to establish a sense of  brand loyalty in a customer. Once this loyalty is established, Black & White Cabs will be the preferred company for their repeat business. Remember, an unhappy customer tells others about the poor service they received.

CULTURE SHOCK

If your customer is a new visitor to Australia, they will probably be very exited but also possibly confused. Many new arrivals experience culture shock. If you are hired at an Airport, your customer might be tired after a long journey, and a friendly face and a welcoming smile can make a big difference in the day of a confused tourist. 

Some important points to remember:

- Be patient;
- Show empathy - think about how you would feel if you were lost or in a strange place;
- Speak clearly and slowly and use face and hand gestures to communicate -  but first establish the English speaking skills of your customer;
- Respect cultural differences - It is natural for people to feel loyalty to their cultural origins;
- A tourist's impressions of our company, our city and our country are often based on how they are  first greeted and their needs attended to. Taxi drivers are often the first people they meet so  your behaviour and your level of service will influence the impressions they form;
- The tourist dollar not only important for the economic well being of our Nation, it is also an  important element of your earning capacity.

Simple Hints in dealing with people from different backgrounds:

- Treat people from different backgrounds or cultures with dignity and respect;
- If they seem confused, show empathy - "put yourself in their shoes"
- When you talk to others, look them in the eye to show respect;
- Smile - it helps customers to relax;
- When speaking with people who have difficulty with English, be patient and understanding - be brief  and to the point;
- When the language barriers seem difficult, the passenger might be able to write down the address  or they might already have it written down;
- When you refuse a request, give an explanation why you cannot do what the customer is asking;
- Follow all the rules about not touching another person, particularly females. Never use language  that could be judged offensive or prejudiced.

Keep an open mind. Challenge any negative stereotypes you might have. Remember the positive experiences and not the negative ones you have with people from that culture or group.

Learn to enjoy differences and people who are different.