Summary Intercultural Sensitivity for international hospitality. Everything you need for the exam. Grade received: 10
Samenvatting Intercultural Sensitivity voor international hospitality. Alles wat je nodig hebt voor het tentamen staat hier in. Cijfer: 10
1. Outer layer: Artefacts of culture. These are the first things you notice when entering a new
country. Bicycle lanes, tall people, how someone dresses.
2. Middle layer: Norms and values. Written and unwritten standards of correct desired
behavior. How late is acceptable, what do we see as good or right. Ex. Standing up for elder
people on the bus.
3. Basic assumptions. Perception of the world around us and the judgments we make of others
are shaped or distorted by the basic assumptions of our culture
1.2 Definitions of culture
1. Edward b Tylor: Culture belongs to a society or group and culture is something that we learn
2. Edgar Schein: culture is a pattern of shared basic assumptions that the group learned as it
solved its problems of external adaptation and internal integration, that has worked well
enough to be considered valid and therefore to be taught to new members as the correct
wat to think, perceive, and feel in relation to those problems.
3. Mijnd Huijser: Culture is a groups’ set of shared norms and values expressed in the behavior
of the groups’ members.
4. Geert Hofstede: Culture is the collective programming of the mind, which distinguishes the
members of one group or category of people from another
1.3 Cultural programming
How does programming happen
1. Upbringing
2. Socialization
3. Perception
Three levels of programming:
1. Individual
2. Cultural
3. Human nature
Hunger: human nature makes us look for food, then cultural programming makes us eat it with fork
and knife. However, individuals may choose to not eat with knife and fork, or to not share.
1.4 culture and subculture
Collective indicates the groups or subgroups we belong to.
Possible subcultures
Continent (Asian or American)
Country (Chinese or Japanese)
Ethnic (Turkish people in the Netherlands)
Regional (fries or Rotterdam’s)
Urban or rural
Religion
1
, Social class
Gender
Age
Profession
Hobbies
1.5 intercultural communication
Intercultural communication is the communication between sources and receivers from different
cultures.
When a message is received wrong(rude) or transmitted wrong because it was via email. We call it
noise in the communication
1.6 noise
External noise: Interference from the environment. People talking loudly, or blocking your view
Internal noise: Emotions, worries, or personal prejudices are getting in the way of paying attention to
what is being communicated.
Cultural noise: difference in culture distort the message. Eye contact or loudness of your voice might
be different in other cultures
1.7 topoi model
Tongue, order, persons, organization and intention&influence
Tongue: language aspect of communications
Verbal language: one word can have different meanings
Nonverbal language: Shaking hands in Indonesia.
Order: our behavior is guided by our own sense of logic, what makes sense to you might not make
sense to another person. (zwartepieten)
Persons: relationship can alter the meaning of what is being said.
Symmetrical relationships: are between equals, friends, brothers or classmates.
Complementary relationships: between people at different levels of authority. Parents, bosses.
Organizations: Organizational structures that are not familiar can be the cause of misunderstanding.
Ex. Going straight to the hospital instead of being referred by the gp
Intention and influence: What are the aim and motives for the communication.
1.8 global citizenship
2
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