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Summary Intercultural sensitivity (whole book), ISBN: 9789023255550 International Hospitality
The whole book has been summarized extensively.
[Meer zien]Voorbeeld 3 van de 18 pagina's
Voorbeeld 3 van de 18 pagina's
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International Hospitality Intercultural SensitivityChapter 1: Culture, Communication and Global Citizenship
1.1 What is Culture? Visible and Invisible Culture
According to the interculturalist Edgar Schein, culture consists of layers, like an onion.
1. Artefacts of culture, the outer layer or material culture. Artefacts are the first things
you notice when entering a new country. Artefacts are easy to perceive, and they’re
nice to know, but intercultural communication is not going to be about artefacts.
2. Norms and values, written and unwritten standards of correct, desired behaviour.
Norms and values are not as visible as artefacts. It takes some time to notice, let
alone learn them. But with the necessary effort and observation, they can be learned.
3. Basic assumptions, abstract and invisible, we learn them at very young (before 7) and
we are unaware of their influence. Yet the perception of the world around us, and the
judgements we make about others, are very much shaped or distorted by the basic
assumptions of our culture. Intercultural communication is about bringing basic
assumptions of our own culture to our awareness and to recognise the basic
assumptions of other cultures.
1.2 Definition of Culture
Geert Hofstede “Culture is the collective programming of the human mind, which
distinguishes the members of one group or category of people from another.”
1.3 Cultural Programming
Culture is learned. Hofstede calls it programming (Edgar Schein -> ‘learning’). We are
programmed through:
Upbringing
Socialization, interaction with others
Norms and values
Perception, by looking around us, we make conscious or unconscious choices about
how we want to behave.
Three levels of programming:
1. Individual
2. Cultural
3. Human nature
1.4 Culture and Subcultures
In “culture is the collective mental programming of the human mind”, collective indicates the
group or subgroups we belong to.
Possible subcultures are:
Continent Religion Hobby
Country Social class Corporate
Ethnic Gender
Regional Age
Urban or rural culture Profession
It is good to be aware of differences as well as similarities and overlaps in our subcultures.
And to have an open attitude for understanding multiple identities and a collective identity.
1.5 Intercultural Communication
Communication is the exchange of meaning. If you want to give information to another
person, you are the source. Your information is encoded by using the appropriate language,
,International Hospitality Intercultural Sensitivity
gestures or nonverbal expressions. It is transmitted through a channel, which is the medium
for communication. The receiver decodes your message and responds or gives feedback,
once again encoding the response. The whole process of communication is an on-going,
circular process.
All communication takes place within a context.
Intercultural communication is the communication between sources and receivers from
different cultures, and good intercultural communication requires an interculturally sensitive
attitude, cultural knowledge, as well as skills in frame-of-reference-shifting. It requires
intercultural competence.
Sometimes misunderstanding is caused by what we call ‘noise’ in the communication.
1.6 Noise. What Exactly is Communication Noise?
Noise is anything that distorts or blocks the message, that distracts the receivers or causes
them not to understand the message.
External noise, physical noise, is interference from the environment. External noise makes it
difficult for the receiver to understand you.
Internal noise, psychological noise, involves emotions, worries or personal prejudices that
get in the way of paying attention to what is actually being communicated. The internal noise
of personal prejudices and biases can severely distort communication as well.
Cultural noise occurs when differences in cultural programming distorts the message.
1.7 TOPOI Model, Intervention for Cultural Noise
Edwin Hoffman developed a system called the TOPOI model that works very well in
resolving cultural noise. The TOPOI model distinguishes 5 areas of possible
misunderstanding in communication.
1. Tongue (language) -> about meaning. The language aspect of communication, the
verbal and non-verbal.
o Verbal language has well-documented meanings, which you can look up in a
dictionary. Yet one word can have different meanings.
o Non-verbal language is not formally documented in dictionaries, and can differ
greatly in meaning and interpretation – especially across cultures.
o As intervention, always consider that words and non-verbal language can
have several meanings. Ask for feedback and give feedback.
, International Hospitality Intercultural Sensitivity
2. Order -> about each participant’s view. Importance is to realize that there is never
one truth or one reality.
3. Persons -> the relationship part of the conversation. The relationship can determine
or alter the meaning of what is being said.
o Symmetrical relationships are between equals.
o Complementary relationships are between people at different levels of
authority.
4. Organization -> the social and professional organizational context of the
communication. Organizational structures that are not familiar to us can be the cause
of misunderstanding.
5. Intention and Influence -> what is the aim of the conversation?
3 key intervention questions that may arise or be necessary for feedback and clarity:
1. What is my share in the misunderstanding?
2. What is the other person’s share?
3. What is the influence of the social environment – the norms, values and general
beliefs?
1.8 Global Citizenship
Global citizenship is “a sense of belonging to a broader community and common humanity. It
emphasizes political, economic, social and cultural interdependency and interconnectedness
between the local, the national and the global.” “It aims to empower learners to assume
active roles to face and resolve global challenges and to become proactive contributors to a
more peaceful, tolerant, inclusive and secure world.
Global citizenship does not mean that you have lived or travelled all around the globe. Global
citizenship is a competency. It includes knowledge and skills, but most of all an attitude and
behaviour.
Teaching global citizenship -> ‘Windows of the world’.
There are several approaches to global citizenship. They roughly share these competencies:
An attitude for understanding multiple identities and collective identity. Intercultural
sensitivity – to have empathy, solidarity and respect for diversity.
Knowledge and cognitive skills. On global issues and universal values – to think
critically and creatively about global, regional, national and local issues and see the
interconnectedness. To have a multi-perspective approach.
Non-cognitive skills and behaviour, social skills, communication skills and aptitudes
for networking.
To act collaboratively for the collective good at local, national and global levels for a
more peaceful and sustainable world.
A global citizen attitude includes understanding multiple levels of identity. It creates room for
a ‘collective identity’. This transcends individual, cultural, religious, ethnic or other
differences.
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