A SYNTHESIS OF THE DETERMINANTS OF SUCCESSFUL INTERCULTURAL COMMUNICATION IN ORGANISATIONS
##plugins.themes.bootstrap3.article.main##
##plugins.themes.bootstrap3.article.sidebar##
Abstract
Organisations exist, function and develop through communication. Intercultural communication is a specific communication activity in which the parties involved represent different cultures. The current context, dominated by globalisation, multiculturalism, internationalisation and digitalisation, underlines the importance of studying intercultural communication in an organisational context. The aim of this paper is to develop a comprehensive synthesis of the factors that influence the effectiveness of intercultural communication in organisations and to propose research hypotheses for future studies in this area. The methodology used to conduct this study includes the methods of analysis, synthesis, induction (for logical connections), deduction (for identifying theories from the literature), abduction (for identifying causes and factors and building hypotheses) and hierarchical classification (for grouping factors in the three-level taxonomy). The analysis of the factors mentioned in the literature on the effectiveness of intercultural communication in organisations has led to the development of a three-level taxonomy that groups them into five categories: management-related factors, group factors, individual factors, cultural factors and communication factors. This systematic and clarifying approach suggests linkages and directions for research as well as lines of action for practitioners to ensure sustainable development of multicultural organisations and increase the chances of success of intercultural communication in different organisational contexts. The novelty of the paper lies in the fact that the existing literature does not propose a systemic view of the factors that influence intercultural communication outcomes. Most of the identified research presents comparative, descriptive approaches to the characteristics of intercultural communication in specific cultural contexts.
How to Cite
##plugins.themes.bootstrap3.article.details##
culture, intercultural communication, organisations, taxonomy, synthesis
Adair, W. L., & Brett, J. M. (2005). The negotiation dance: Time, culture, and behavioral sequences in negotiation. Organization Science, Vol. 16(1), p. 33–51. DOI: https://doi.org/10.1287/orsc.1040.0102
Adair, W. L., Okumura, T., & Brett, J. M. (2001). Negotiation behavior when cultures collide: The United States and Japan. Journal of Applied Psychology, Vol. 86(3), p. 371–385. DOI: https://doi.org/10.1037/0021-9010.86.3.371
Adanlawo, E. F., Reddy, M. M., & Rugbeer, H. (2021). Intercultural business communication: The implications of language barriers. Psychology and Education Journal, Vol. 58(5), p. 6281–6290.
Adler, N. J., & Aycan, Z. (2018). Cross-cultural interaction: What we know and what we need to know. Annual Review of Organizational Psychology and Organizational Behavior, Vol. 5, p. 307–333. DOI: https://doi.org/10.1146/annurev-orgpsych-032117-104528
Arman, G., & Aycan, Z. (2013). Host country nationals' attitudes toward expatriates: development of a measure. The International Journal of Human Resource Management, Vol. 24(15), p. 2927–2947. DOI: https://doi.org/10.1080/09585192.2013.763839
Ayoko, O. B., Härtel, C. E., & Callan, V. J. (2002). Resolving the puzzle of productive and destructive conflict in culturally heterogeneous workgroups: A communication accommodation theory approach. International journal of conflict management, Vol. 13(2), p. 165–195. DOI: https://doi.org/10.1108/eb022873
Barker, R. T., & Gower, K. (2010). Strategic application of storytelling in organizations: Toward effective communication in a diverse world. The Journal of Business Communication (1973), 47(3), 295–312. DOI: https://doi.org/10.1177/0021943610369782
Barrett, M., Byram, M., Lazar, I., Mompoint-Gaillard, P., Philippou, S. (2013). Developing Intercultural Competence Through Education. Council of Europe Publishing: Strasbourg, France. Available at: https://rm.coe.int/developing-intercultural-enfr/16808ce258
Beamer, L., & Varner, I. (2009). Intercultural communication in the global workplace. 4th Edition, Dalian: Dongbei University of Finance & Economics Press.
Bennett, M. J., & Hammer, M. (2017). Developmental model of intercultural sensitivity. The international encyclopedia of intercultural communication, Vol. 1(10).
Bodomo, A., & Che, D. (2020). The globalisation of foreign investment in africa: in comes the Dragon. Reconfiguring Transregionalisation in the Global South: African-Asian Encounters, p. 61–77.
Brett, J. M., & Okumura, T. (1998). Inter-and intracultural negotiation: US and Japanese negotiators. Academy of Management Journal, Vol. 41(5), p. 495–510. DOI: https://doi.org/10.5465/256938
Brownell, J. (2020). Effective communication in multicultural organizations: A receiver-defined activity. Exploring the Rhetoric of International Professional Communication, p. 171–187. DOI: http://dx.doi.org/10.2190/ETRC8
Busch, D. (2012). Cultural theory and conflict management in organizations: How does theory shape our understanding of culture in practice?. International Journal of Cross Cultural Management, Vol. 12(1), p. 9–24. DOI: https://doi.org/10.1177/1470595811413106
Byrne, D. E. (1971). The attraction paradigm (Vol. 11). Academic Pr. Kearney, E., & Gebert, D.(2009). Managing diversity and enhancing team outcomes: the promise of transformational leadership. Journal of Applied Psychology, Vol. 94(1), p. 77–89. DOI: https://doi.org/10.1037/a0013077
Chen, Y., Tjosvold, D., & Su Fang, S. (2005). Working with foreign managers: Conflict management for effective leader relationships in China. International Journal of Conflict Management, Vol. 16(3), p. 265–286. DOI: https://doi.org/10.1108/eb022932
Chong, L. M. A., & Thomas, D. C. (1997). Leadership perceptions in cross-cultural context: Pakeha and Pacific Islanders in New Zealand. The Leadership Quarterly, Vol. 8(3), p. 275–293. DOI: https://doi.org/10.1016/S1048-9843(97)90004-7
Clarke, C., & Hammer, M. R. (1995). Predictors of Japanese and American managers job success, personal adjustment, and intercultural interaction effectiveness. MIR: Management International Review, p. 153–170.
English, T. (2001). Tension analysis in international organizations: a tool for breaking down communication barriers. The International Journal of Organizational Analysis, Vol. 9(1), p. 58–83. DOI: https://doi.org/10.1108/eb028928
Fredriksson, R., Barner‐Rasmussen, W., & Piekkari, R. (2006). The multinational corporation as a multilingual organization: The notion of a common corporate language. Corporate Communications: An International Journal, Vol. 11(4), p. 406–423. DOI: https://doi.org/10.1108/13563280610713879
Gelfand, M. J., & Christakopoulou, S. (1999). Culture and negotiator cognition: Judgment accuracy and negotiation processes in individualistic and collectivistic cultures. Organizational behavior and human decision processes, Vol. 79(3), p. 248–269. DOI: https://doi.org/10.1006/obhd.1999.2845
Gelfand, M. J., & McCusker, C. (2002). Metaphor and the cultural construction of negotiation: A paradigm for theory and research [in:] M. Gannon, KL Newman (Eds.) Handbook of cross-cultural management, pp. 292–314. New York: Blackwell.
Georgescu, R. (2016). Analysis of Intercultural Communication in Organizations. Scientific Bulletin—Economic Sciences, Vol. 15(2), p. 67–76.
Greeff, P.; De Bruyne, T.A. (2000). Conflict management style and marital satisfaction. Journal of sex & marital therapy, Vol. 26(4), p. 321–334. DOI: https://doi.org/10.1080/009262300438724
Grisham, T. (2006). Metaphor, poetry, storytelling and cross‐cultural leadership. Management Decision, Vol. 44(4), p. 486–503. DOI: https://doi.org/10.1108/00251740610663027
Hatakka, M. (2021). The importance of raising the awareness of Intercultural Communication Skills. In EDULEARN21 Proceedings (pp. 6862–6865). IATED. DOI: https://doi.org/10.21125/edulearn.2021.1387
Hawes, F., & Kealey, D. J. (1981). An empirical study of Canadian technical assistance: Adaptation and effectiveness on overseas assignment. International Journal of Intercultural Relations, Vol. 5(3), p. 239–258. DOI: https://doi.org/10.1016/0147-1767(81)90028-6
Hecht, M. L., Andersen, P. A., & Ribeau, S. A. (1989). The cultural dimensions of nonverbal communication. In Asante, M. K., Gudykunst, W. B., & Newmark, E. (Eds.), Handbook of international and intercultural communication (pp. 163–185). Newbury Park, CA: Sage.
Hesse, A. (2018). Digitalization and Leadership-How experienced leaders interpret daily realities in a digital world. Proceedings of the 51st Hawaii International Conference on System Sciences, 1854–1863.
Hofstede, G., Hofstede, G. J., & Minkov, M. (2010). Cultures and Organizations: Software of the mind (3rd Edition). New York: McGraw Hill Professional.
Hussain, S. (2018). Managing communication challenges in multicultural organizations. International Journal of Media, Journalism and Mass Communications, Vol. 4(2), p. 44–49. DOI: http://dx.doi.org/10.20431/2455-0043.0402005
Imai, L., & Gelfand, M. J. (2010). The culturally intelligent negotiator: The impact of cultural intelligence (CQ) on negotiation sequences and outcomes. Organizational behavior and human decision processes, Vol. 112(2), p. 83–98. DOI: https://doi.org/10.1016/j.obhdp.2010.02.001
Jarvenpaa, S. L., & Leidner, D. E. (1999). Communication and trust in global virtual teams. Organization science, Vol. 10(6), p. 791–815. DOI: https://doi.org/10.1287/orsc.10.6.791
Jenifer, R. D., & Raman, G. P. (2015). Cross-cultural communication barriers in the workplace. International Journal of Management, Vol. 6(1), p. 348–351.
Jhaiyanuntana, A., & Nomnian, S. (2020). Intercultural communication challenges and strategies for the Thai undergraduate hotel interns. PASAA: Journal of Language Teaching and Learning in Thailand, Vol. 59, p. 204–235.
Johnson, E. C., Kristof‐Brown, A. L., Van Vianen, A. E., De Pater, I. E., & Klein, M. R. (2003). Expatriate social ties: Personality antecedents and consequences for adjustment. International Journal of Selection and Assessment, Vol. 11(4), p. 277–288. DOI: https://doi.org/10.1111/j.0965-075X.2003.00251.x
Karjalainen, H. (2020). Cultural identity and its impact on today’s multicultural organizations. International Journal of Cross Cultural Management, Vol. 20(2), p. 249–262. DOI: https://doi.org/10.1177/1470595820944207
Keyton, J. (2010). Communication and organizational culture: A key to understanding work experiences. Sage Publications.
Kim, M. S., & Sharkey, W. F. (1995). Independent and interdependent construals of self: Explaining cultural patterns of interpersonal communication in multi‐cultural organizational settings. Communication Quarterly, Vol. 43(1), p. 20–38. DOI: https://doi.org/10.1080/01463379509369953
Klitmøller, A., & Lauring, J. (2013). When global virtual teams share knowledge: Media richness, cultural difference and language commonality. Journal of World Business, Vol. 48(3), p. 398–406. DOI: https://doi.org/10.1016/j.jwb.2012.07.023
Kumar, R. (2004). Culture and emotions in intercultural negotiations: An overview. Handbook of negotiation and culture, p. 95–113.
Lahti, M., & Valo, M. (2017). Intercultural Workplace Communication. In Oxford Research Encyclopedia of Communication. Oxford University Press. DOI: https://doi.org/10.1093/acrefore/9780190228613.013.404
Lauring, J., & Selmer, J. (2010). Multicultural organizations: Common language and group cohesiveness. International journal of cross cultural management, Vol. 10(3), p. 267–284. DOI: https://doi.org/10.1177/1470595810384587
Lee, K. H., Yang, G., & Graham, J. L. (2006). Tension and trust in international business negotiations: American executives negotiating with Chinese executives. Journal of International Business Studies, Vol. 37, p. 623–641. DOI: https://doi.org/10.1057/palgrave.jibs.8400215
Leonardi, P. M., & Rodriguez-Lluesma, C. (2013). Occupational stereotypes, perceived status differences, and intercultural communication in global organizations. Communication Monographs, Vol. 80(4), p. 478–502. DOI: https://doi.org/10.1080/03637751.2013.828155
Li, Y. (2011). Cross-cultural communication within American and Chinese colleagues in multinational organizations. Proceedings of the New York State Communication Association, 2010(1), 7.
Lifintsev, D. S., & Canhavilhas, J. (2017). Cross-cultural management: obstacles for effective cooperation in multicultural environment. Scientific Bulletin of Polissia, Vol. 2(2 (10)), p. 195–202.
Lifintsev, D., & Wellbrock, W. (2019). Cross-cultural communication in the digital age. Estudos em Comunicação, Vol. 1(28). DOI: https://doi.org/10.25768/fal.ec.n28.a05
Liu, L. A., Chua, C. H., & Stahl, G. K. (2010). Quality of communication experience: Definition, measurement, and implications for intercultural negotiations. Journal of Applied Psychology, Vol. 95(3), p. 469–487. DOI: https://doi.org/10.1037/a0019094
Mak, B. C. N., & Chui, H. L. (2013). A cultural approach to small talk: A double-edged sword of sociocultural reality during socialization into the workplace. Journal of Multicultural Discourses, Vol. 8(2), p. 118–133. DOI: https://doi.org/10.1080/17447143.2012.753078
Markus, H. R., & Kitayama, S. (1991). Culture and the self: Implications for cognition, emotion, and motivation. Psychological Review, Vol. 98(2), p. 224–253. DOI: https://doi.org/10.1037/0033-295X.98.2.224
Mayer, C. H. (2010). Cross-cultural business mediation: the model of identity-based managerial mediation in international management. In International and regional perspectives on cross-cultural mediation, Vol. 5, p. 155–73.
Mogea, T. (2023). Cross-Cultural Communication Barriers in Organizations. CENDEKIA: Jurnal Ilmu Sosial, Bahasa dan Pendidikan, Vol. 3(2), p. 20–33. DOI: https://doi.org/10.55606/cendikia.v3i2.951
Ngai, P. B. (2000). Nonverbal communication behavior in intercultural negotiations: insights and applications based on findings from Ethiopia, Tanzania, Hong Kong, and the China Mainland. World Communication, Vol. 29(4), p. 5–35.
Ogbonna, E., & Harris, L. C. (2006). The dynamics of employee relationships in an ethnically diverse workforce. Human relations, Vol. 59(3), p. 379–407. DOI: https://doi.org/10.1177/0018726706064181
Okoro, E. (2012). Cross-cultural etiquette and communication in global business: Toward a strategic framework for managing corporate expansion. International journal of business and management, Vol. 7(16), p. 130. DOI: https://doi.org/10.5539/ijbm.v7n16p130
Okoro, E. (2013). International organizations and operations: An analysis of cross-cultural communication effectiveness and management orientation. Journal of Business & Management (COES&RJ-JBM), Vol. 1.
Okoro, E. A., & Washington, M. C. (2012). Workforce diversity and organizational communication: Analysis of human capital performance and productivity. Journal of Diversity Management (JDM), Vol. 7(1), p. 57–62. DOI: https://doi.org/10.19030/jdm.v7i1.6936
Oz, S. N., Ihtiyar, A., Ahmad, F. S., & Ali, F. (2016). A conceptual framework to explain the impact of visitors’ previous experiences on customer satisfaction. Journal of Global Business Insights, Vol. 1(1), p. 38–49. DOI: https://doi.org/10.5038/2640-6489.1.1.1005
Paine, J. B., & Organ, D. W. (2000). The cultural matrix of organizational citizenship behavior: Some preliminary conceptual and empirical observations. Human resource management review, Vol 10(1), p. 45–59. DOI: https://doi.org/10.1016/S1053-4822(99)00038-8
Rao, A., & Schmidt, S. M. (1998). A behavioral perspective on negotiating international alliance. Journal of International Business Studies, Vol. 29, p. 665–694. DOI: https://doi.org/10.1057/palgrave.jibs.8490047
Rensburg, R. (1993). Societal vs. organizational culture toward a cross-cultural communication model for South African organizations. Intercultural communication studies, Vol. 3(1), p. 75–86.
Rosa, D., & Karimov, D. (2018). Cross-cultural project management and intercultural communication competencies in non-profit organizations. Master’s thesis. https://www.diva-portal.org/smash/get/diva2:1193358/FULLTEXT01.pdf
Ruben, B. D. (1977). Guidelines for cross-cultural communication effectiveness. Group & Organization Studies, Vol. 2(4), p. 470–479. DOI: https://doi.org/10.1177/105960117700200408
Segers, R. T. (2002). The underestimated strength of cultural identity: between localising and globalising tendencies in the European Union. SPIEL, Vol. 21(2), p. 159–177.
Shahid, D. (2022). Importance of Intercultural Communication in an Organization. Journal of Business and Management Studies, Vol. 4(2), p. 459–463. DOI: https://doi.org/10.32996/jbms.2022.4.2.33
Shamir, B., & Melnik, Y. (2002). Boundary permeability as a cultural dimension: A study of cross cultural working relations between Americans and Israelis in high-tech organizations. International Journal of Cross Cultural Management, Vol. 2(2), p. 219–238. DOI: https://doi.org/10.1177/1470595802002002250
Stahl, G. K., Maznevski, M. L., Voigt, A., & Jonsen, K. (2010). Unraveling the effects of cultural diversity in teams: A meta-analysis of research on multicultural work groups. Journal of international business studies, Vol. 41, p. 690–709. DOI: https://doi.org/10.1057/jibs.2009.85
Sun, J. (2013). Training the trainers: What do professional communicators need to be aware of in intercultural communication. China Media Research, Vol. 9(3), p. 74–83.
Sylaj, A. (2019). Cross cultural communication barriers in international organizations: international organization for migration in Pakistan. Master’s thesis. https://digitalcommons.uri.edu/cgi/viewcontent.cgi?article=2416&context=theses
Van Bakel, M., Gerritsen, M., & Van Oudenhoven, J. P. (2014). Impact of a local host on the intercultural competence of expatriates. The International Journal of Human Resource Management, Vol. 25(14), p. 2050–2067. DOI: https://doi.org/10.1080/09585192.2013.870292
Varma, A., Aycan, Z., Budhwar, P., Pichler, S., Uygur, U., & Paluch, R. (2016). Host country nationals' support to expatriates: An investigation in Turkey. European Journal of International Management, Vol. 10(6), p. 605–623. DOI: https://doi.org/10.1504/EJIM.2016.079512
Yang, H., Cheung, C., & Li, W. (2022). Intercultural communication competency practices in the hotel industry. Journal of China Tourism Research, Vol. 18(1), p. 162–184. DOI: https://doi.org/10.1080/19388160.2020.1807432
Yu, T., & Chen, G. M. (2008). Intercultural sensitivity and conflict management styles in cross-cultural organizational situations. Intercultural Communication Studies, Vol. 17(2), p. 149–161. Available at: https://web.uri.edu/iaics/files/12-Tong-Yu-GM-Chen.pdf
Zellmer-Bruhn, M. E., & Gibson, C. (2014). How does culture matter? A contextual view of intercultural interaction in groups. In Culture and group processes (pp. 342–402). Oxford University Press.
This work is licensed under a Creative Commons Attribution 4.0 International License.