It’s not all about language ability: motivational cultural intelligence matters in call center performance

his study focuses on the role of motivational cultural intelligence (CQ) in call center performance. Call centers mainly rely on verbal communication with language ability playing a significant role in delivery of tasks. This study argues that motivational CQ, or the interest and efficacy when interacting with individuals from culturally diverse backgrounds, plays a significant role in call center performance. This study was conducted in the Philippines, one of the top destinations for offshore services like call centers. Studies were conducted at two time points to determine the relationship between language ability, motivational CQ, and task performance. At Time 1, the language ability of 125 call center agent applicants was determined and assessed. At Time 2 which was conducted six months later, performance data were obtained and the level of the motivational CQ of the respondents measured. Results show that language ability is positively and significantly related to task performance. However, when motivational CQ was included, the relationship between language ability and task performance became non-significant, which conveys the full mediating role of motivational CQ in that relationship.

Cultural intelligence (CQ) in virtual, cross-cultural interactions: generalizability of measure and links to personality dimensions and task performance

Previous studies have focused on investigating CQ in face-to-face contexts but very few have assessed CQ in virtual, cross-cultural interactions. This study highlights the relevance of cultural intelligence (CQ) as an intercultural capability in cross-cultural communications that are virtual. This two-study research (study 1: n = 274; study 2: n = 223) conducted in call centers in the Philippines (a) assesses the generalizability of the four-factor CQ model (i.e., cognitive, metacognitive, motivational and behavioral CQ) as applied in the virtual context and (b) tests the relationship between CQ, personality dimensions (i.e., openness to experience and extraversion) and supervisor’s ratings of task performance. Study 1 results show that the structural validity of the four-factor CQ model was supported with minor issues in some ofthe items indicating the need to modify the CQ measure when utilized in the virtual context. Study 2 results show that CQ is positively and significantly related to openness to experience and extraversion. In addition, results show that CQ predicts task performance highlighting the importance of developing CQ among call center representatives and other working professionals who virtually engage and interact with clients and customers from culturally diverse backgrounds.

The development of cultural intelligence through the Indonesia immersion program

This paper identifies which immersion program activities are most important in developing cross-cultural skills, and identifies the cultural intelligence (CQ) factors that Master of Business Administration (MBA) students gain by their participation in a cultural immersion program. Twenty students were surveyed, and it was found that the most important immersion program activities to develop cross-cultural skills were “visits to Indonesian companies” and “cultural activities”, as opposed to lectures by academics/industry guest speakers or working in cross-cultural teams. Motivational CQ was found to be the highest scoring CQ factor, followed by behavioural, then metacognitive and finally cognitive CQ. Students may have developed less cognitive CQ competencies because they had less opportunity to learn about knowledge aspects of CQ and had more opportunity to put into practice their motivational and behavioural CQ through immersion program activities.

Culture shock and reverse culture shock: the moderating role of cultural intelligence in international students' adaptation

This study extends previous research by examining the role of cultural intelligence (CQ) in both culture shock and reverse culture shock. Specifically, this study asserts that CQ acts as a moderating mechanism that lessens the negative effects of both culture shock and reverse culture shock on psychological and sociocultural adaptation among international students. Two studies were conducted in Australia to test these assertions. Study 1 (n = 189) was participated in by new international students. An online survey was set up and disseminated. Results indicated that culture shock is significantly but negatively related to both psychological and sociocultural adaptation. In addition, results demonstrated that CQ moderates the relationship by lessening the impact of culture shock on students’ psychological and sociocultural adaptation. Study 2 (n = 123) was participated in by international students who had recently graduated and returned to their home countries. An online survey was also set up and disseminated. Results indicated that reverse culture shock is significantly but negatively related to both psychological and sociocultural adaptation. CQ also served as a moderator in lessening the impact of reverse culture shock on both forms of adaptation.

Cognitive cultural intelligence and life satisfaction of migrant workers: the roles of career engagement and social injustice

This paper examines the mediating effect of career engagement on the relationship between cognitive cultural intelligence (CQ) and life satisfaction among international migrant workers in Australia. It also examines the moderating effect of perceived social injustice on the cognitive CQ–career engagement relationship, as well as on the indirect cognitive CQ–life satisfaction relationship via career engagement. Using survey data from four hundred and sixty-two migrant workers in Australia, it was found that cognitive CQ was positively related to life satisfaction and that career engagement mediated this relationship. Social injustice moderated the impact of cognitive CQ on career engagement such that the impact was stronger among those perceiving a higher rather than a lower level of social injustice. Furthermore, the indirect effect of cognitive CQ on life satisfaction via career engagement was also stronger for those perceiving higher social injustice. These findings provide new insights regarding the antecedents of life satisfaction as well as reveal a vocationally relevant mechanism underlying the relationship between cognitive CQ and life satisfaction. The results inform potential practical strategies to enhance the career progression and life satisfaction of international migrant workers.

Expatriate career intentions: links to career adaptability and cultural intelligence

Given the increasing rate of global mobility, it is important to have a greater understanding ofthe factors that influence intentions for expatriate careers. Guided by the Career ConstructionTheory and Intelligence Theory, this study takes the view that self-initiated expatriation as aform of global mobility is an adaptive vocational behavior driven by an individual's self-regulatorycapacity to thrive in another country and work to build one's career. This study positsthat individuals who want to work overseas rely mainly on their adaptive resources to developtheir careers. Additionally, career adaptability, as a self-regulatory competency, is posited to bereinforced by an individual's intercultural capability (i.e., cultural intelligence). To test these assertions,data were collected in a sample of university students (n = 514) in the Philippines, acountry reported to have high rates of overseas migration for economic and career-related reasons.Career adaptability was found to be positively and significantly related to overseas careerintentions. In addition, cultural intelligence was found to moderate the said relationship. Theseresults offer the groundwork for understanding the earlier stages of expatriate careers and, inparticular, how the intention to have a career in another country is developed and influencedby the interaction between the self-regulatory characteristics and intercultural capability ofindividuals.

Developing global mindsets via the China study program

The purpose of this chapter is to explore whether a 3-week China Study Program (CSP) run by Deakin Graduate School of Business (Australia) has helped students gain cultural intelligence for doing business cross-culturally. It is believed that the ongoing CSP would provide a distinct advantage for business students to develop relevant global management skills and equip students with knowledge and skills for work challenges in the greater Asia-Pacific region. However, it is unclear whether students indeed have developed global mindsets and cultural intelligence - two most important elements of skill sets for effective global managers. This chapter adopts a reflective approach, aiming at identifying triggers that could help facilitate positive behavioral changes and enable students to better prepare for future global assignments.

Cultural equality and its soft power against terrorism

This book is a collection of papers originally presented at a workshop entitled 'After Nine Eleven: Ethics in the Time of Terror' hosted by Monash University on 24 June 2005. The workshop participants included members of the Ethics of War and Peace (EWAP) working group which was inaugurated at the first Oceanic Conference on International Studies in July 2004. EWAP provides a cross-disciplinary forum for scholars and non-academic professionals to exchange and debate ideas on topics including the ethics of armed intervention, the Just War, pacifist ethics, international humanitarian law, ethics in the military profession, and the relationship between law, ethics and politics.

The chapters within this book examine themes including 'lesser evils' and 'dirty hands' in the fight against terrorism, the ethics of intelligence gathering, humanitarian intervention, terrorism and the North-South divide, cultural equality as a response to terrorism, human rights and counterterrorism legislation, and the ethics of defending against 'bioterrorism'. 

Contributors include Alex Bellamy and Richard Devetak (University of Queensland), Baogang He (Deakin University), Christopher Michaelsen (Office for Democratic Institutions and Human Rights, Organization for Security and Co-operation in Europe), Jeremy Moses (University of Canterbury), Christian Enemark and Hugh Smith (University of New South Wales, Australian Defence Force Academy).

Investing in intelligence : an inquiry into educational paradigm change

In this philosophical and practical-critical inquiry, I address two significant and closely related problems - whether and how those involved in the enterprise of education conceptualise a need for educational change, and the observed resistance of school cultures to change efforts. I address the apparent lack of a clear, coherent and viable theory of learning, agency and change, capable of making explicit the need, substantive nature and means of educational change. Based on a meta-analysis of numerous theories and perspectives on human knowing, learning, intelligence, agency and change, I synthesise a 'Dynamic Paradigm of Learning and Change', characterised by fifteen Constructs. I argue that this more viable Paradigm is capable of informing both design and critique of systemic curriculum and assessment policies, school organisation and planning models, professional learning and pedagogical practice, and student learning and action. The Dynamic Paradigm of Learning and Change contrasts with the assumptions reflected in the prevailing culture of institutionalised education, and I argue that dominant views of knowledge and human agency are both theoretically and practically non-viable and unsustainable. I argue that the prevailing culture and experience of schooling contributes to the formation of assumptions, identities, dispositions and orientations to the world characterised by alienation. The Dynamic Paradigm of Learning and Change also contrasts with the assumptions reflected in some educational reform efforts recently promoted at system level in Queensland, Australia. I use the Dynamic Paradigm as the reference point for a formal critique of two influential reform programs, Authentic Pedagogy and the New Basics Project, identifying significant limitations in both the conceptualisation of educational ends and means, and the implementation of these reform agendas. Within the Dynamic Paradigm of Learning and Change, knowledge and learning serve the individual's need for more adaptive or viable functioning in the world. I argue that students' attainment of knowledge of major ways in which others in our culture organise experience (interpret the world) is a legitimate goal of schooling. However, it is more viable to think of the primary function of schooling as providing for the young inspiration, opportunities and support for purposeful doing, and for assisting them in understanding the processes of 'action scheme' change to make such doing more viable. Through the practical-critical components of the inquiry, undertaken in the context of the ferment of pedagogical and curricular discussion and exploration in Queensland between 1999 and 2003, I develop the Key Abilities Model and associated guidelines and resources relating to forms of pedagogy, curriculum organisation and assessment consistent with the Dynamic Paradigm of Learning and Change. I argue the importance of showing teachers why and how their existing visions and conceptions of learning and teaching may be inadequate, and of emphasising teachers' conceptions of learning, knowing, agency and teaching, and their identities, dispositions and orientations to the world, as things that might need to change, in order to realise the intent of educational change focused on transformational student outcomes serving both the individual and collective good. A recommendation is made for implementation and research of a school-based trial of the Key Abilities Model, informed by and reflecting the Dynamic Paradigm of Learning and Change, as an important investment in the development and expression of ‘authentic' human intelligence.

‘Else-where’ : essays in art, architecture, and cultural production 2002-2011

“Else-where”: Essays in Art, Architecture, and Cultural Production 2002–2011 is a synoptic survey of the representational values given to art, architecture, and cultural production at the closing of the twentieth century and the opening of the twenty-first. Written primarily as a critique of what is suppressed in architecture and what is disclosed in art, the essays are informed by the passage out of post-structuralism and its disciplinary analogues toward the Real (denoted over the course of the studies as the “Real-Irreal,” or “Else-where”). The essays collected in “Else-where” cross various disciplines (inclusive of landscape architecture, architecture, and visual art) to develop a nuanced critique of a renascent formal regard and elective exit from nihilism in art and architecture that is also an invocation of the highest coordinates given to the arts – that is, formal ontology as speculative intelligence itself, or the return of the universal as utopian thought “here-and-now.”