“…training involves actors from the National Institute of Dramatic Arts attending special training sessions and acting out various role- plays and scenarios which focus on diversity and cultural issues…”
families. This is very important in many Asian communities. Focus is given to recruiting women, into what is generally perceived to be a very male dominated environment. Hence, a safe working environment has been a prerequisite for this to occur as a result of a low tolerance for bad and offensive behaviour.
In short, much groundwork in
preparing the organisation and its staff has been conducted prior
engagement with the public. Part of the training involves actors from NIDA (National Institute of Dramatic Arts) attending special training sessions and acting out various role-plays and
to
scenarios which focus on diversity and cultural issues. To enhance the screener’s ability to interact effectively with the public they have been provided with certain accessories such as badges noting their nationality and the languages that they speak, other than English. Special scripts and key words in Mandarin and other popular languages have been created to ease and smooth out any language issues that may occur. Lanes at the security counters for adults travelling with young children or elderly or wheelchair bound passengers have been allocated to allow for more sensitivity in the screening process and to reduce stress. To conclude, the intercultural challenges faced by airport security screeners are being dealt with in some organisations. However, not all companies are as aware as others as to how important the issues are and what needs to be done to alleviate them. It is only through a systematic approach to the challenges that screeners face, that issues will be dealt with professionally and problems avoided.
Tim Cohen works for Intercultural Consultants Centre (ICC), which is an organisation that specialises in the human resource aspects of global mobility. He is one of a team of intercultural consultants servicing the Australian market. The author would like to thank Darlene Winston of SNP Security and Prof. Nara Srinivasan of Edith Cowan University for their assistance in the drafting of this article. For further information, see
www.myicc.com or contact the author at
tim.cohen@
myicc.com.
References 1. ‘Jewish teen’s prayers spark jet security scare’ 2010, Associated Press,
http://www.msnbc.msn.com/ id/34973665/ns/travel-news/t/jewish-teens-prayers- spark-jet-security-scare/#.TyIG_5hdpUQ
2. ‘ICAO: Cross-Cultural Factors in Aviation Safety’ 2010, Aviation Knowledge http://aviationknowledge.wikidot. com/aviation:icao:cross-cultural-factors-in-aviation-safety
3. ‘Two women barred from flight to Pakistan for refusing full-body scan’ 2010, The Guardian,
http://www.
guardian.co.uk/world/2010/mar/03/airport-fullbodyscan- barred-flight-women-muslim
4. Chau S., Baum P., et al 2011, Aviation Security: Challenges and Solutions, Hong Kong.
5. Bor, R., Psychological Perspectives on Fear of Flying, Robert Bor and Lucas van Gerwen, Ashgate, 2003
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