AbstractAuthors: Åsa Höjer, Karl WijkmarkTitle: The intercultural communicator. A study of cultures’ influence on communication.Level: BA Thesis in Media and Communication StudiesLocation: University on KalmarLanguage: SwedishNumber of pages: 67Date of seminar: 2009-01-15Advisor: Jens CavallinKey words: Intercultural communication, culture, Hofstede´s cultural dimensions, anxiety and uncertainty, self-confidence, high and low context, verbal and nonverbal communication, Telenor, Pakistan, Scandinavia.Case company: TelenorPurpose: The purpose of this study is to investigate what cultural differences, regarding communication, that are present between Scandinavia and Pakistan. Furthermore the purpose is to illustrate which factors that are important for personnel working for Telenor, that are about to work in a foreign culture, in order to create effective intercultural communication.Methodology: The following study is a case study that has used a qualitative methodology with interviews conducted via e-mail. To be able to interpret and understand human experiences and situations a hermeneutical approach has been taken. Since we have had existing theories which has enabled us to look and test the “real world” a deductive approach has been used.Theoretical perspectives: As a basis for this study lies a cultural theory with focus on Hofstede´s study of specific cultures within nations. Furthermore, theories within the intercultural communication´s area such as stereotypes, high and low context communication, verbal and nonverbal communication have been used. Finally a theory regarding anxiety and uncertainty was applied.Conclusions: By studying the Pakistani culture that is characterized by collectivism, a large power distance and high context communication where the messages are implicit, this study has established that communication is carried out in a rather different way than in Scandinavia. Besides having basic knowledge about the foreign culture, and thereby be able to manage and avoid misunderstandings in the communication, this study has established thatan individual´s personality has a big influence on the effectiveness of the intercultural communication. The person´s cultural background together with his/her individual traits and values creates a personal communication-pattern that is more or less suitable in the intercultural communication encounter.

This study sought to establish some ofthe problems that occur during a consultation process between a healthcare worker and a patient, such as intangible and tangible verbal/nonverbal communication problems. Tangible nonverbal problems refer to eye contact, gestures, body posture and facial expression. Tangible verbal problems refer to voice tone/attitude and language and intangible to race, age, gender, education and culture. It was made clear that the problems involved in the consultation process were, in the main, common to other fonns of communication such as that between a reference librarian and a client, customer, visitor or user. The factors that hindered communication were investigated by means of semi-structured interviews and questionnaires. The sample population was made up of 100 black isiZulu speaking females and seven healthcare workers of a heterogeneous background. The perception ofthe respondents in relation to the above-named factors (language, age, gender, attitude, culture, education, gestures and postures) was sought. The analysis of the results obtained showed that some of the significant factors that are a problem in communication include voice tone/attitude, eye contact, sitting position, gestures, facial expression and language. Patients, for the sake ofeffective concentration and free flow ofinfonnation, preferred healthcare workers who were polite, had a cheerful demeanour and who sat still and straight up (not looking around or standing). This is noted because the majority of the patients acknowledged such healthcare workers and were not satisfied with those who behaved otherwise. For example, in relation to previous consultations (irrespective of the Clinics), out of the 70 respondents who encountered problems, 61 (87%) in despair cited cases of rudeness, of which the majority of such cases related to African healthcare workers. Culture also mattered, when seen in terms of people being able to speak the same language and understand one another, with respect to the contextual meaning of words. As far as eye contact was concerned, it was apparent that adjustments had been made. For example, it was discovered that although it is the Zulu culture to avoid eye contact, especially between the young and the old, Zulu people have come to accept eye contact in a crosscultural South Africa. Their acceptance was also seen as due to the advantages ofeye contact. This was made clear by the fact that ofthe 90 (91%) respondents who acknowledged the fact that the healthcare workers maintained eye contact during the consultation process, 87 (97%) said it was polite as it gave them the assurance that the healthcare workers were paying attention to what they were saying. Among the socio-demographic variables investigated, the gender of the healthcare worker emerged as one ofthe important predictors of effective communication. This is because the majority of the respondents indicated feeling freer with someone of the same gender groupmg. Certain recommendations were made which were considered vital in improving not only the consultation process but any other form of communication, including that between a reference librarian and a client. The main recommendations were that the healthcare workers be polite and endeavour to speak the main language as the patients. Due to the fact that some healthcare workers hurry during consultation, it was recommended that more staff be employed. / Thesis (M.I.S.)-University of Natal, Pietermaritzburg, 2000.

Syftet med denna studie är att utforma ett förslag på hur ett informationsmaterial om tvättstugan kan utformas så att även invandrade med begränsade eller inga färdigheter i svenska språket kan läsa och förstå. Studien avser även söka svar på huruvida ett sådant informationsmaterial kan påverka negativa beteenden associerade med användning av gemensamma tvättstugor, och till vilken grad. Detta eftersom informationsmaterialet är menat att bidra till att förebygga felanvändning av utrustning, samt bristande hänsyn till regler i tvättstugan. Den empiriska grunden utgörs primärt av problemsökande intervjuer genomförda med både boende och anställda hos Kommunfastigheter i Eskilstuna. Intervjuerna visar att det förekommer många olika problem i de gemensamma tvättstugorna, samt att det finns tecken på att det kan behövas ett bättre anpassat informationsmaterial. Resultatet visar att ett informationsmaterial om hur man använder tvättstugan inte kan förväntas påverka negativa beteenden i någon stor utsträckning och bör därför kombineras med andra åtgärder för att uppnå en nivå av påverkan som kan leda till beteendeförändring. / The purpose of this study is to develop a proposal for how information about the laundry room can be designed so that even immigrants with limited or no skills in the Swedish language can read and understand. The study will also seek answers to whether such information can affect the negative behaviors associated with the use of common laundry rooms, and to what degree. This is because the information material is meant to help prevent misuse of the equipment, and lack of consideration for the rules in the laundry. The empirical basis consists primarily of problem seeking interviews conducted with both residents and employees of Kommunfastigheter in Eskilstuna. The interviews show that there are many problems in the common laundry rooms, and there are signs that there may be a need for more appropriate information. The results show that information about how to use the laundry room cannot be expected to affect the negative behaviors to any large extent, and should therefore be combined with other measures in order to achieve a level of influence that can lead to behavioral change.

The following thesis highlights intercultural misunderstandings that can occur due to different semantic values of emblems, a gesture generally defined as having an accepted verbal translation in a certain culture or community. To illustrate such problems, the semantic meanings of sixteen emblems in Colombia and Germany are analyzed. Misunderstandings caused by the use of these emblems are then explained from a communicative point of view, using Austin’s speech-act theory.

Submitted in partial fulfillment of the requirements for the Master of Technology Degree: Public Relations Management, Department of Marketing, Retail and Public Relations, Faculty of Management Sciences, Durban University of Technology, 2009. / This study presents the research of an investigation into the intercultural communication barriers between Zulu and Chinese students at selected Higher Education Institutions in Durban. To achieve this aim, two sets of questionnaires were administered separately to Zulu and Chinese students at two HEIs in Durban and an observation report was compiled. This study reviewed theories and literature relevant to defining and understanding the barriers to intercultural communication. The insights gained from this literature review were used to interpret the results which were obtained through a quantitative and qualitative research methodology. The findings revealed that intercultural communication barriers do exist between Zulu and Chinese students. Findings also found that language problems amongst Zulu and Chinese students are viewed as common barriers, especially where the communicators speak different languages. Comments from respondents revealed that a communicators‟ accent, different grammar structure and the words they use are confusing during their intercultural communication experience. Cultural differences and language problems were found to be the main intercultural communication barriers. In addition, the problems of nonverbal communication, racism, ethnocentrism, cultural stereotyping were also viewed as obstacles of the intercultural communication process.

This study examines the relationships between intercultural theory, German Studies (in South Africa) and post-war migration literature written in Germany. Migration literature as intercultural literature, and German Studies adopting an intercultural philosophy are thus associated by an intercultural aspect that also links both to a global network of intercultural relations. The study places emphasis on relationships rather than areas of research. This means that areas of research are looked at in terms of how they relate to other areas of research and other contexts. The underlying idea is that intercultural understanding can be taught at an academic level as an avenue towards building intercultural competence. At the same time, theories of an intercultural understanding should be informed by experiences that helped build intercultural competence. / Thesis (Ph.D.) - University of KwaZulu-Natal, Pietermaritzburg, 2009.

Avec une mondialisation omniprésente, les études sur l’aspect interculturel des organisations deviennent de plus en plus d’actualité et fascinent les chercheurs comme les praticiens. Notre étude suit donc cette voie et porte sur la construction du sens de l’expérience interculturelle au sein d’une entreprise multinationale. Nous avons cherché à comprendre, d’un point de vue interprétatif, comment les acteurs construisent le sens des caractères multinationaux et interculturels de l’entreprise, à travers leurs expériences au sein d’une multinationale québécoise. La recherche existante discute les aspects culturels et communicatifs tels que le contexte, la langue et le flux de message, identifiés par E.T. Hall (Hall, 1976, 1990) comme centraux dans la problématique générale de la communication interculturelle. Nous avons cependant abordé ces mêmes aspects depuis la perspective de la théorie du sensemaking (Weick, 1995) en nous centrant sur les points de vue des acteurs et de leurs expériences. Sur la base d’entrevues en profondeur, la recherche montre que, bien qu’il soit fortement valorisé par tous les interviewés, l’aspect interculturel n’a pas été profondément intégré dans les pratiques communicatives de tous les jours, comme nous aurions pu le croire. Néanmoins, cet aspect exerce une influence réelle et considérable pour certains employés, comme les gestionnaires des ressources humaines et des relations publiques, due essentiellement à la nature même de leurs fonctions. Les résultats suggèrent également que l’aspect interculturel est vécu de manière fort différente selon l’identité qui est attachée à l’organisation. Cette dernière est en effet parfois considérée comme (1) une organisation « locale », c’est-à-dire en référence à son origine québécoise, comme (2) une organisation multinationale, en référence aux interactions entre les parties de l’organisation dispersées dans le monde entier, et enfin (3) comme une firme étrangère du point de vue des acteurs des pays hôtes. Dans les trois cas les enjeux interculturels pour les acteurs varient considérablement tout comme, en conséquence, le sens qui est accordé à cet aspect de l’organisation. Mots-clés : Expérience interculturelle, organisation multinationale, théorie du sensemaking, communication interculturelle. / As globalization expands, the intercultural dimensions of organizations and organizational communication draw more and more scholars and practitioners’ attention. Along these lines, this study describes how managers of a multinational organization make sense of their intercultural experiences in everyday work life and their views on the intercultural aspect of the company, using an interpretive perspective. Current research identifies a number of themes as central to intercultural communication: context, message flux and language (Hall, 1976, 1990). This study revisits these constructs from the standpoint of the theory of sensemaking developed by Karl E. Weick (1995), on the basis of which managers’ accounts of their daily experiences of intercultural communication are examined. From interview data, the study shows how the issue of interculturality, although regarded as important and as a valuable asset of the organization, is not consequential for the daily communication practices of most managers in the case under study. It is however quite influential for HR and PR management because of the very nature of their activities. Results also suggest that the intercultural dimension of a multinational organization is experienced in slightly different ways depending on the framing of the organization’s identity. From the standpoint of its region or country of origin, the organization is framed as “local” and domestic. From the perspective of its many relations with its divisions around the world, the organization’s identity tends to be framed as “multinational” and, finally, from the standpoint of the host country, the organization’s identity is framed as “foreign”. These framings are consequential for the definitions and meanings of intercultural communication managers make out of the intercultural dimension of the organization. Keywords: intercultural experiences, intercultural communication, sensemaking, multinational organization.

In this thesis. I have moved away from the general question of 'How do women and men behave linguistically?, (Sing and Bergvall. 1996:19) and have turned to investigate in particular how the speech act of apologies contributes to the production of people as 'women and men' (Sing and Bergvall, 1996:19). In other words, the investigation focuses on the effect of politeness strategies on the construction of gender identities. Using poststrucluralist feminist theory as developed primarily by Weedon (1987), this thesis investigates the politeness strategies employed by some Zulu students at the University of Natal, Durban, in their English-medium interactions with African international students. The speech act of apologies is the area of language investigated, with data being collected primarily by means of role-plays and focus groups. The focus of the analysis is limited to the performance of apologies towards non-Zulus by 12 Zulu male and female students. To this end, the various strategies employed by the respondents were analysed according to the framework developed by Holmes (1989, 1995). In addition, information gathered in the focus groups revealed to what extent politeness strategies are still being transferred from Zulu to English. The strategies employed by these men and women are considered as revealing some of the ways by which politeness contributes to the construction of gender identities, in the University context. On the basis of this limited sample, it is argued that traditional Zulu male masculinity, while still dominant, is now being contested in the University context by some students favouring a less tradition-oriented identity. The strategies employed by the female respondents, on the other hand, suggest that Zulu women students may be beginning to reject traditional Zulu femininity in favour of more westernized identities. / Thesis (M.A.)-University of Natal, Durban, 2000.

The oral background, ability in English and academic and social interaction of the non mother-tongue student was the focus of this study. The oral background of the African student is an important consideration as it helps one to contextualise his life and educational experiences. A severe lack of knowledge and interest in each others' cultures and backgrounds among all the players at the tertiary institution was apparent. The focus group interview technique was adapted to elicit students' perceptions of their own problems. This technique proved invaluable in allowing participants to express their views freely, thus offering the researcher an in-depth insight into their life at the tertiary institution and an understanding of the problems they encounter. The focus group discussion was supplemented by questionnaires. The study comprised 40 non mother-tongue students who were divided into 8 groups of 5 students each. On completion of the group discussion, a verbatim transcript of each audio-recording was made. Analyses of the focus group discussion and the questionnaire revealed that non mother-tongue students do in fact experience many problems with academic and social interaction due to their cultural background and ability in English. These students feel isolated and misunderstood. Racism, albeit subtle, seems to be a problem on the campus. It was found that with a few exceptions, there is very little difference between the experiences of the first year students as compared to the second year students. Also, the admissions criteria for the different faculties did not 'eliminate' problems.This illustrates that the problems do not 'disappear' after a whole year at the institution, because the underlying causes are not being addressed. One cannot expect the non mother-tongue student to simply adapt to the new experiences, namely, a different environment and a second language as the medium of instruction and communication. Several recommendations were made for the implementation of the research findings in the tertiary environment. Further research possibilities were also suggested. / Thesis (M.A.)-University of Natal, Durban, 1995.

This is a cross-cultural communication study which investigates the compliment response behaviour of Indian and African students at the Springfield College of Education. The Springfield College of Education is a desegregating institution where students of Indian origin presently comprise the majority of the student population with African students the minority. Due to the enforced racial divisions of the past students do not mingle freely with each other on the college campus. An additional complication is that the students come from different cultures and are accustomed to different social practices. This results in their responding differently to different communicative situations. These differing responses could be potential sources of miscommunication and conflict and therefore warrant investigation. Compliment response behaviour is one such area where intercultural miscommunication could easily arise. Since compliments are used to initiate, sustain and promote conversational interactions, not responding appropriately to them could result in possible feelings of antagonism and racial hostility. This study investigates the compliment response behaviour of Indian and African students at the Springfield College of Education, identifies areas of diversity and potential sources of intercultural miscommunication and presents a set of recommendations about the teaching of compliment response behaviour at the Springfield College of Education.The findings of this study are also compared with the findings of a similar study conducted by Chick (1991) at the University of Natal, Durban with a view to establishing what changes have occurred in the compliment response behaviour of Indian and African students since the time of Chick's (1991) study. This study reveals that there is a diversity in the compliment response behaviour of different ethnic groups and that this diversity is a potential source of intercultural miscommunication. However, the College lecturers can turn this diversity to advantage by using it in a teaching programme where an understanding of it is fostered. This would result in students understanding why miscommunication arises and would also enable them to react appropriately in different contexts. It is hoped that this study,which is very much pilot in nature, helps highlight issues that can become the subject of more detailed studies in this field. / Thesis (M.A.)-University of Natal, Durban, 1995.