To understand under what conditions intercultural group work (IGW) leads to more intercultural interactions, a survey was conducted among local students (n = 80) and international students (n = 153) in Dutch universities. In this study, students were more inclined to engage in intercultural interactions when they perceived that working with culturally diverse others prepared them to work and live in a diverse setting. The positive association was strengthened when students perceived that diversity, in terms of nationality within their work group, was also beneficial for accomplishing their group task. The findings demonstrate the significance of students’ perceptions of IGW, including the perceived general value for personal development and intellectual benefits related to specific tasks. This implies that institutions and teachers could be made responsible for engaging with innovative educational methods to address and incorporate student diversity into curriculum.
MULTIFILE
The international classroom is presumably a far more effective learning environment for the acquisition of intercultural competence when students receive adequate training to make the most of their intercultural encounters. This paper provides a summary of the intercultural training taught to first-year students of an international programme in The Hague University of Applied Sciences. The purpose of the paper is to investigate how the students respond to this intercultural training as well as what signs of intercultural awareness they show after completing the course. The findings were obtained via qualitative methods such as semi-structured interviews, observations and student homework assignments. Overall, students evaluate the training positively. Furthermore, students show some awareness of the necessary ingredients for effective intercultural communication in the international classroom as well as of the challenging nature of this communication due to cultural diversity. Finally, this paper provides recommendations from the facilitators on stimulating intercultural learning in the international classroom.
This dissertation increases our insight into the role of the service employee’s intercultural competences in the service to culturally diverse customers. Investigating the effect of the intercultural competences of service employees is of major importance because, as a consequence of globalization, the number of intercultural service encounters has increased dramatically and still does. The delivery of service to a culturally diverse customer-base requires a combination of knowledge, skills and attitude; the intercultural competences (also known as Global Mindset). In this study the hotel sector has been investigated specifically. The hotel sector is an important economic player that continues to grow inspite of economic downturn. The special characteristics of hotel services make the sector also very suitable for the research of face-to-face encounters in an international context. In this dissertation, a holistic approach has been chosen, meaning that in the four empirical studies not only the perspective of the manager, but also that of the employee and the customer was investigated. All three of the above-mentioned are actors in intercultural service according to the argumentation of the ‘service-profit chain’ (Heskett, Jones, et al., 1994). Together, the manager, employee and the customer form the so-called ‘service triangle’ (Bitner, 1990).
