ASIA-READINESS SERVICE TRAINING FOR CRUISE SHIP AMBASSADORS 

Volunteer cruise ship ambassadors in regional tourism organisations received targeted training to confidently welcome international passengers – particularly those from Asia – with cultural awareness and sensitivity.

Craig Shim’s program introduced practical techniques to overcome language barriers, adapt service language to cultural expectations, and navigate common cross-cultural misunderstandings.

The result? Ambassadors were better equipped to create a strong first impression, minimise service missteps, and enhance the overall visitor experience for culturally diverse cruise passengers.

CULTURALLY INCLUSIVE SERVICE TRAINING - AIRLINES AND AIRPORTS

Craig Shim has trained hundreds of cabin crew, airport lounge staff, and check-in agents across Asia, New Zealand, and Australia for some of the world’s leading airlines and international airports.

His training helps team members deliver premium service to culturally diverse passengers by adapting service language, building rapport, overcoming language barriers, and handling sensitive situations with cultural intelligence.

ASIA-READINESS SOPs FOR AN INTERNATIONAL HOTEL CHAIN

An international hotel chain partnered with Craig Shim to develop Asia-readiness Standard Operating Procedures (SOPs) in response to the growing number of Asian guests across their properties.

The SOPs were customised for front office, housekeeping, and food & beverage teams, equipping staff with clear guidance on managing culturally sensitive situations – from language barriers and early check-ins to buffet etiquette and lost property interactions.

By embedding cultural intelligence into day-to-day operations, the hotel group improved service consistency, guest satisfaction, and staff confidence when engaging with Asian guests.

NAVIGATING CULTURAL MISALIGNMENT IN CROSS-BORDER PROJECT TEAMS

An international infrastructure program was facing mounting delays and reputational risk despite having a well-established project management framework.

The challenge? Cultural misalignment across a multidisciplinary team working across time zones.

Craig Shim delivered targeted leadership training that helped project leads recognise the role of culture in day-to-day operations, improve communication flow, and lead more effectively across borders.

INCLUSIVE LEADERSHIP STRATEGY FOR A GLOBAL HUMANITARIAN ORGANISATION

In a multinational NGO, competing priorities were making it difficult to turn diversity goals into leadership action.

Craig Shim was engaged to bring clarity to a complex internal environment — helping the organisation identify key levers for embedding inclusive leadership into everyday practices.

The outcome was a shift from well-meaning intentions to a workable, organisation-wide strategy. 

OVERCOMING UNSPOKEN BARRIERS TO ADVANCEMENT

A high-performing Principal Policy Advisor had consistently delivered strong results but was repeatedly passed over for Director-level roles — with little meaningful feedback.

Craig Shim’s coaching uncovered how cultural factors were shaping perceptions of their leadership readiness and influencing promotion decisions.

By adjusting how they communicated leadership capability within the organisation’s cultural context, they were able to engage more strategically and take clearer steps toward career progression.

SUPPORTING GLOBAL EXPANSION INTO ASIA 

An international company expanding into multiple Asian markets engaged Craig Shim to help its regional teams navigate cultural complexities.

At a time when relationship-building and decision-making were stalling due to differing business mindsets, Craig provided strategic advice on adapting communication styles, aligning stakeholder expectations, and interpreting unspoken cultural cues.

The result – stronger working relationships, clearer communication channels, and faster traction in new markets.

ALIGNING CROSS-CULTURAL TEAMS ON AN INFRASTRUCTURE PROJECT

An international company leading a major aviation infrastructure project in Australia faced early tensions – both with its local client and between its global and local teams.

Craig Shim was brought in to advise on cross-cultural dynamics, help surface unspoken assumptions, and realign communication strategies.

The result – improved team cohesion and stronger client engagement aligned with the local business environment.

IMPROVING TEAM PERFORMANCE DURING RAPID EXPANSION

During a period of rapid expansion across Southeast Asia, a multinational company faced inconsistent productivity and quality control across its regional operations.

Craig Shim provided coaching to the regional manager, focusing on how to communicate expectations, deliver feedback, and build trust in culturally responsive ways.

The result – stronger team morale, improved efficiency, and greater consistency on the ground.

INTERCULTURAL CULTURAL COACHING FOR AUSTRALIA’S TRADE COMMISSIONERS 

Craig Shim is contracted by Austrade to provide cultural coaching for Australian Trade and Investment Commissioners posted around the world.

These sessions focus on preparing Commissioners to represent Australia effectively in culturally diverse contexts, with strategic briefings tailored to their host country’s expectations.

Outcomes include improved cross-cultural influence, stronger relationship-building with foreign counterparts, and practical frameworks to navigate sensitive diplomatic and commercial interactions.

REDESIGNING LEADERSHIP APPROACHES BEFORE DAY ONE

Ahead of an international posting to India, a senior leader engaged Craig to review their team engagement strategy.

What began as a session to fine-tune a team meeting evolved into a complete rethink of their leadership style — aligning it with local values, hierarchy expectations, and communication norms.

The result was a smoother leadership transition, higher initial credibility, and a cultural roadmap for their first 30 days in-country.

BRIDGING CULTURAL GAPS IN A HIGH-STAKES JOINT TENDER

A global company seconded its UK-based team to Australia to collaborate with their local counterparts on a major international tender.

Although both teams brought essential expertise, cultural misunderstandings and a lack of trust began to hinder knowledge sharing — jeopardising the proposal’s success.

With less than a year to deliver, Craig was brought in by the global HQ to work with both teams. His coaching helped the project lead break down silos, build trust, and establish culturally effective ways of working together.

The result: smoother collaboration, open information flow, and a cohesive submission that would likely not have been possible without early cultural intervention.

PUBLIC SECTOR LISTENING CIRCLES

Craig Shim has designed and facilitated Listening Circles for key public service agencies, including the Department of Prime Minister and Cabinet and the Australian Public Service Commission.

These sessions brought together hundreds of APS employees to explore lived experiences around cultural diversity, inclusion, and systemic challenges faced by CALD staff.

The outcomes informed organisational strategies, strengthened cultural intelligence, and contributed to the development of the APS Culturally and Linguistically Diverse Employment Strategy and Action Plan.

CREATING A CULTURALLY DIVERSE LEADERSHIP PIPELINE

Craig Shim has advised both public and private sector organisations on addressing the underrepresentation of culturally diverse leaders in senior roles.

His work focuses on identifying hidden barriers to progression and implementing strategies to build inclusive, future-ready leadership pipelines.

This includes designing development pathways, supporting culturally intelligent decision-making, and embedding inclusion into leadership frameworks.

INTERCULTURAL CULTURAL COACHING FOR AUSTRALIA’S TRADE COMMISSIONERS

Craig Shim is contracted by Austrade to provide cultural coaching for Australian Trade and Investment Commissioners posted around the world.

These sessions focus on preparing Commissioners to represent Australia effectively in culturally diverse contexts, with strategic briefings tailored to their host country’s expectations.

Outcomes include improved cross-cultural influence, stronger relationship-building with foreign counterparts, and practical frameworks to navigate sensitive diplomatic and commercial interactions.

PUBLIC SECTOR LISTENING CIRCLES 

Craig Shim has designed and facilitated Listening Circles for key public service agencies, including the Department of Prime Minister and Cabinet and the Australian Public Service Commission.

These sessions brought together hundreds of APS employees to explore lived experiences around cultural diversity, inclusion, and systemic challenges faced by CALD staff. The outcomes informed organisational strategies, strengthened cultural intelligence, and contributed to the development of the APS Culturally and Linguistically Diverse Employment Strategy and Action Plan.

CREATING A CULTURALLY DIVERSE LEADERSHIP PIPELINE

Craig Shim has advised both public and private sector organisations on addressing the underrepresentation of culturally diverse leaders in senior roles.

His work focuses on identifying hidden barriers to progression and implementing strategies to build inclusive, future-ready leadership pipelines. This includes designing development pathways, supporting culturally intelligent decision-making, and embedding inclusion into leadership frameworks.

CULTURALLY INCLUSIVE LEADERSHIP – AIR NEW ZEALAND

Craig Shim delivered culturally inclusive leadership training and coaching for Air New Zealand, with a focus on applying cultural intelligence across customer-facing and organisational roles.

The programs covered cross-cultural communication in travel sales, building trust with culturally diverse customers, and aligning sales and marketing strategies to better connect with international audiences.

INTERCULTURAL WORKSHOPS FOR AVIATION AUSTRALIA 

To support instructors working with culturally diverse trainee engineers, Craig Shim designed and facilitated a series of tailored workshops for aviation engineering training staff.

Through Craig's CSI: Cultural Scenario Investigation program, participants explored practical strategies to communicate safety and compliance requirements across cultures, adapt their teaching approach for international learners, and address cultural misunderstandings before they escalate.

CULTURALLY INCLUSIVE SERVICE TRAINING - AIRLINES AND AIRPORTS

Craig Shim has trained hundreds of cabin crew, airport lounge staff, and check-in agents across Asia, New Zealand, and Australia for some of the world’s leading airlines and international airports.

His training helps team members deliver premium service to culturally diverse passengers by adapting service language, building rapport, overcoming language barriers, and handling sensitive situations with cultural intelligence.

CROSS-CULTURAL ALIGNMENT FOR AN INTERNATIONAL AVIATION PROJECT

Craig Shim was engaged by an international aviation company leading a multi-million-dollar infrastructure project in Australia.

Tensions had emerged within the culturally diverse team and with the local client due to misaligned expectations and communication styles.

Craig helped the leadership team rebuild trust, establish shared expectations, and break down silos—leading to improved team cohesion and stronger client relationships.

LEADERSHIP COACHING FOR CULTURALLY DIVERSE HEALTHCARE TEAMS

A major healthcare provider engaged Craig Shim to support their senior leaders managing increasingly diverse teams and patient populations.

Through targeted coaching, Craig helped leaders improve communication across cultures, reduce staff tensions linked to cultural misunderstandings, and apply culturally sensitive leadership approaches that enhanced team cohesion and care outcomes.

CULTURAL ONBOARDING FOR BIOTECH AND PHARMACEUTICAL RECRUITS

Craig Shim was brought in to advise a healthcare organisation facing onboarding challenges with international medical professionals.

His consultancy helped the team identify blind spots in their existing processes, design onboarding strategies that eased cultural transitions, and strengthen working relationships between new recruits and local staff – reducing early attrition and improving integration.

CULTURALLY INCLUSIVE SERVICE LANGUAGE FOR PATIENT-FACING STAFF

To improve patient satisfaction and inclusion, a hospital group engaged Craig Shim to review their service language and communication practices.

Craig’s work equipped both medical staff and volunteers with culturally inclusive phrases and practical techniques to navigate language barriers and avoid cross-cultural missteps – leading to more positive and respectful patient interactions.