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In today's globalized world, effective communication and cross-cultural collaboration are essentialfor success, particularly within multicultural teams. This thesis investigates the intricate interplaybetween language proficiency, cross-cultural adaptability, and team performance in the context ofmulticultural teams. Addressing gaps in understanding how language proficiency and crossculturaladaptability impact cross-cultural communication and team performance withinmultinational corporations in Sweden, this study utilizes structured surveys distributed amongemployees in Swedish multinational corporations with at least one year of work experience. Atotal of 117 employees participated in the initial survey distribution, with 103 valid responsesincluded in the final analysis. This study’s findings shed light on the nuanced influence of language proficiency and culturaladaptability on team performance in multicultural settings. While language proficiencydemonstrates a positive correlation with team performance (β=0.247), its impact appears lesspronounced when English, as a second language, becomes the common communication ground.Conversely, cultural adaptability exhibits a strong positive correlation with team performance(β=0.663), highlighting its critical role in navigating the complexities of diverse teams. Thesefindings suggest that in multicultural environments where a shared second language is used,fostering cultural adaptability may be particularly important for maximizing team performance. This research contributes to the understanding of language proficiency and cross-culturaladaptability within multicultural teams, offering insights for optimizing team dynamics andfostering collaboration in diverse work settings. By recognizing the complexities of languageproficiency and its interaction with team dynamics, organizations can enhance their effectivenessin a globalized business environment.

Made available in DSpace on 2016-04-26T18:14:15Z (GMT). No. of bitstreams: 1 Mirian Aparecida Meliani Nunes.pdf: 5786911 bytes, checksum: ff1faeb199acf6226f2173d0466bc656 (MD5) Previous issue date: 2014-06-24 / Conselho Nacional de Desenvolvimento Científico e Tecnológico / The purpose of this Master´s thesis is conduct a mapping, research and interpretation of narratives constructed in the discourse of three social actors, who have been defined as our case studies, on their digital social network profiles. The aim is to analyze how these actors, coming from different territorialities, move around different media spaces, create high impact, relevant communication processes, and generate a large volume of responses. Through this analysis, we seek to reflect on the characteristics of communication and mediation in two digital platforms of social networks with high traffic in Brazil: Facebook and Twitter. The transformation that such actors promote, through the circulation of symbolic goods and social capital, are also part of the analysis. The continuous flow of interrelation between digital network and locality allows also to observe the feedback of symbolic goods, the design of interdependent narratives and redefinition of statements. The empirical corpus of this research consists of the analysis of statements posted on social networks, blogs and news websites, in addition to in-depht interviews referring to the three case studies. These individuals are young, active in digital social networks, with ties in their communities, and able to make themselves heard inside and outside the digital space. By being examples of a particular view of youth, do they become useful tools for the control society? For the basis of this analysis, we must contextualize social networks based on Castells definition of the network society, complemented by Rosensthiel s view. When discussing the intrinsic desire to break the social, cultural and personal isolation, through a identity construction project, we should contrast Maffesoli and Castells and his definition of primary identities, also mentioning the Flusser s assertion that communication impulse meets exactly the need of breaking the solitude of the individuals in their most primal human condition. In order to delimit the specific issues of this analysis, we will utilize Leão s definition of media and digital environment, as well as Recuero s studies on social network and the parameters introduced by Wellman. The methodology will be based on the qualitative research parameters proposed by Alami, as well as by the specific research methods for internet pointed out by Fragoso, Recuero and Amaral. For the conceptual theoretical foundations on methods, we will utilize Morin s complexity concept / A proposta desta dissertação de mestrado é desenvolver o mapeamento, a investigação e a interpretação de narrativas construídas em torno do discurso de três atores sociais, definidos como nossos estudos de caso, em seus perfis mantidos em redes sociais digitais. O objetivo é analisar como esses atores, originários de territorialidades diversas, deslocam-se por diferentes espaços midiáticos, gerando processos comunicacionais relevantes, de alto impacto e geradores de grande volume de respostas. Por meio dessa análise, buscamos refletir sobre as características da comunicação e mediação em duas plataformas digitais de redes sociais com forte adesão no Brasil: Facebook e Twitter. As transformações que tais atores promovem, por meio da circulação de bens simbólicos e de capital social, também fazem parte do escopo de análise. O fluxo contínuo de inter-relação entre rede digital e localidade permite, ainda, observar a retroalimentação de bens simbólicos, o desenho de narrativas interdependentes e a ressignificação de enunciados. O corpus empírico desta pesquisa é composto da análise de enunciados publicados em sites de redes sociais, blogs e notícias, além de entrevistas em profundidade, referentes aos três estudos de caso. Em comum, tais indivíduos são jovens, atuantes nas redes sociais digitais, com laços em suas comunidades, capazes de se fazer ouvir dentro e fora do espaço digital. Ao constituírem-se como modelos de uma determinada visão de juventude, transformam-se em instrumentos úteis para a sociedade de controle? Alinhavando a análise, deve-se contextualizar as redes sociais dentro da definição de Castells de sociedade organizada em rede, complementada pela visão de Rosensthiel. Ao abordar o desejo intrínseco de romper o isolamento social, cultural e pessoal, por meio de um projeto de construção de identidade, deve-se utilizar Maffesoli, em contraponto a Castells e sua definição de identidades primárias, passando pela afirmação de Flusser de que o impulso de comunicação atende justamente à necessidade de romper a solidão em que se encontra o indivíduo em sua condição humana mais primordial. Para delimitar as questões específicas deste estudo, usaremos as definições de mídia e ambiente digital de Leão, assim como os estudos de Recuero sobre redes sociais e os parâmetros introduzidos por Wellman. As questões metodológicas serão direcionadas por meio dos parâmetros da pesquisa qualitativa proposta por Alami; dos métodos de pesquisa específicos para internet apontados por Fragoso, Recuero e Amaral. Para a fundamentação teórica conceitual sobre métodos, utilizaremos o conceito de complexidade de Morin

Background: Service recovery is a process that companies meticulously work on to effectively address issues encountered by their consumers. The advancement of technology has led to an increase in consumers expressing their opinions online, making it easier for them to voice their dissatisfaction with a company. As consumers place significant importance on the experiences of previous customers with a product they are considering purchasing, it has become even more crucial for companies to manage negative online reviews in a smart and efficient manner. This study examines how companies can best utilize service recovery to manage negative online reviews. For the first time, this study focuses on the four elements: empathy and satisfaction, response, design and emojis, and communication, within the framework of service recovery.  Purpose: The purpose of this paper is to describe how consumers perceive that companies use service recovery to manage negative customer online reviews.  Methodology: This bachelor thesis aims to fill the gap in the existing literature by describing how consumers perceive companies to use service recovery to deal with negative online customer reviews. To reach this goal, a qualitative research approach has been used, where, among other things, six different semi-structured interviews have been conducted. To conduct the interviews, an interview guide has been developed and used. Purposive sampling was also used to select those participants who have some kind of experience with the subject and who can contribute relevant information to this study.  Findings: There were three different main findings in the bachelor thesis according to how to manage negative customer online reviews; operational actions, emotional responses and communication dynamics.  Conclusion: Participants in the study were positively affected by personal communication and genuine apologies from the companies, while automated and generic responses were perceived negatively. Prompt responses to criticism were important to maintaining customer satisfaction, while delays increased dissatisfaction. Emotional aspects, such as feeling understood and that the company took responsibility, contributed to a positive experience. Using emojis could create a relaxed and positive tone, but excessive use risked being perceived as dishonest. Finally, personal and engaged responses were appreciated, demonstrating corporate responsibility and helping to restore customer confidence.

Text in English / Interactive health communication between the health-care professional (HCP) and patient relationship for diabetes health-care positively contributes to patient-centred care. Hence individual patient concerns are addressed and catered for in the medical system. The purpose of this study was to analyse in-depth how HCP-patient relationships and HCP-HCP teamwork dynamics positively contribute to effective diabetes patient care and treatment adherence. Different health communication models and theories were reviewed and a conceptual framework was developed from the literature. A qualitative case study approach was used to collect data at Stanger Hospital’s diabetes clinic. Data was collected using three different methods, namely in-depth interviews with HCPs and patients individually, observations conducted at the clinic analysing both the HCPs and patients, and finally, documentation that emerged as a third data collection method where patient files and diabetes educational material were analysed at the clinic. Triangulation by means of the three methods ensured that reliable, valid and credible data was collected in the field. Diabetes health-care and treatment management are affected by the social context/social system which includes family and culture. These social factors are acknowledged as core in the literature. However, a single comprehensive health communication model did not exist solely in this regard. The data indicated that at the Stanger Hospital’s diabetes clinic, patient-centred (individual tailor-made treatment plans) care was only implemented after patients had defaulted treatment for reasons linked to their social circumstances. The findings of the study indicate that teamwork was favoured in the HCP-HCP relationship at the diabetes clinic, and that this made a positive contribution to effective diabetes patient care. HCPs were overburdened at the clinic since patient numbers were high and there were staff shortages. The patients’ empirical data indicated that interactive communication positively contributed to their medical concerns being catered for at the diabetes clinic, but this tended to occur only after non-adherence. Patients required care and support from HCPs in order to learn to accept diabetes and manage their illness. / Sociology / D. Litt. et Phil. (Sociology)