Intercultural service encounters : an exploratory study of customer experiences

Intercultural contact occurs on a daily basis across all facets of life, and is reflective of Australia’s multicultural society. This trend is observed in many Western industrialised nations and has contributed to a growing body of research and literature in the field of managing cultural diversity. While much of this research is focused on the internal context of the workplace, relatively little attention has been given to the impact of culture on the service provider and customer interface. In an effort to shed some light on the service experiences of culturally diverse customers, a series of exploratory interviews were conducted. The findings suggest that on the basis of service provider behaviors (both verbal and nonverbal), culturally diverse customers perceive they are the recipients of inequitable service and consequently experience low levels of satisfaction.

Working abroad : competencies expatriates need to successfully cope with the intercultural experience

With the rapid increase in globalisation over the past two decades, an ever growing number of individuals are being expatriated overseas leading to increased contact in a business context among people from different cultural backgrounds (Zakaria, 2000). Unfortunately, there still appears to be a high incidence of expatriate failure. One of the most commonly cited factors to expatriate failure, is associated with cultural differences between the expatriate and host country nationals. In this paper, we discuss the impact that cultural differences can have on Australian expatriates in Asia and Thailand in particular and the intercultural competencies it is important for these expatriates to have to overcome these problems. Interviews with Australian expatriates and Thai nationals in Thailand, are used to provide practical examples of how the possession of these intercultural competencies will facilitate expatriates to successfully cope with the intercultural experience and reduce the likelihood of expatriate failure.

The hybrid stranger and intercultural hermeneutics

The category of the stranger has experienced a renaissance in contemporary social theory. Within this burgeoning literature, a new conceptualisation has emerged known as the 'in-between stranger' or the 'hybrid of modernity'. The formulation of this stranger has raised epistemological concerns. Not only can the hybrid expose the misunderstanding between Self and Other or between two life-worlds, it is able to transcend the self/other dichotomy. The unresolved hermeneutic problem -the meeting with strangers -results in uncertainty, in particular uncertainty about how to read and respond to unfamiliar social situations. What is interesting is not the fact that misunderstanding occurs between the host and the stranger, but that the stranger's physical nearness and social distance fosters an interpretative view of the world that is not accessible to either the host (Self) or parent group (Other). The position of hybrid strangers purportedly encourages a critical and 'objective' stance that transcends conventional and 'situated' knowledge. The discourse on 'the stranger', beginning with Simmel, has constructed the hybrid stranger as disinterested third party. This in-between, third position allows hybrid strangers to see things more clearly and/or differently than those occupying opposing positions or cultural perspectives. In this paper I critically examine the nature of this third type of consciousness and its association with the idea of the intercultural.

Developing intercultural teachers : the Mumbai Global Experience Project

Interculturalism is a major theme that needs to inform the teaching and learning of all subjects in teacher education courses. Moreover, the practicum is an area where there needs to be more attention given to developing the attributes of an intercultural teacher.
In 2008 I took a group of thirteen teacher education students on a three-week practicum to Mumbai, India. This paper reports on that project with a research focus on the impact the international teaching experience had on developing understandings of and practice in the teaching attributes of an intercultural teacher. The research question for the project was: In what ways has the Mumbai Global Experience enabled the development of attributes of an intercultural teacher?
Students were interviewed by a research assistant before, during and after the practicum.
About halfway through the practicum the terrorist attack on Mumbai occurred. This had a significant impact on the practicum and is reported in the paper.

Western Australia intercultural arts research project : an investigation into culturally and linguistically diverse art and artists in Western Australia

Background: The introduction of the Australia Council's 'Arts in a Multicultural Australia Policy' (AIMAP) (2000) represented a shift in how the arts in multicultural communities were viewed. It has long been recognised that the arts play a significant role in promoting social cohesion, social policy goals, economic growth, and shaping a nation’s sense of identity. However, prior to the introduction of this policy, multicultural arts was typically seen as involving cultural retentive activities which had their roots in expressions of migrant cultural traditions. The introduction of the policy heralded the beginning of an era in which culturally and linguistically diverse (CaLD) Australians were seen as integral to the fabric of the Australian arts sector. Evaluation of the policy in 2005 however, revealed that culturally and linguistically diverse Australians were under-represented in most artistic categories. Western Australia is the most culturally diverse state in Australia. It is therefore of great interest to the State Government to have a comprehensive picture of the situation in that state. Hence, the Office of Multicultural Interests (OMI) commissioned Deakin University to undertake an investigation into the participation rates of CaLD artists in the arts sector in Western Australia.

Scope: The project examined the participation in the arts of CaLD artists in Western Australia. The arts sector comprises many more individuals and organisations than artists. For example, there are arts agency administrators, venue operators, policy officers, curators, and countless others who work together to make up the arts sector. This project focused on the artists, the individuals such as those who make music, visual art, dance and theatre performances. In the past it has been shown that CaLD populations are not well represented in the broader arts sector. This research aimed to discover the current position for CaLD artists in terms of participation in the broader arts sector and what factors influence their situation.

Hyphenated Australia : putting intercultural identity on the conceptual map

Interculturality and intercultural identity is a local effect of the global movement and mixing of people, and those of intercultural identities constitute the fastest growing sector of the Australian population. In an age of globalisation and diversification, what does identity mean for those situated in-between governing notions of racial/ethnic formations, and how is intercultural identity experienced? For those informed by (at least) two cultures, what does multiculturalism, ethnicity and 'Australianness' mean, and where are these individuals positioned in relation to these structures? These questions have critical implications for the Australian nation. Within Australian discourses, interculturality and intercultural identity, in particular, has historically been excluded, rendered invisible. This dissertation is, therefore, one of facilitating visibility. Using the hyphens as a conceptual tool, I argue that in this age of accelerating globalisation the hyphens both makes visible and is made visible by interculturality. The hyphens is that grey and fluid site of intersection between structures of identity and is characterised by liminality - contestation, uncertainty, fundamentally ambivalence. Experiences of liminality, however, dissolve in any given time, opening up new terrain for creativity. Some of these emerging and creative forms of identity, as instigated by interculturality, are explored. Based on interviews with 20 daughters (and their mothers) from intercultural unions, this dissertation places intercultural identity on the Australian conceptual map and analyses the unique position occupied by those with an intercultural identity in their relationship with governing discursive formations of race/ethnicity, embodiment, nation and culture. In essence, the dissertation is concerned with examining the ways in which discursive identity structures intersect with subjective experience, and with the ways in which those with an intercultural identity negotiate those structures and their social relations. This examination raises the fundamental question: is the modernist notion of the material realities of individual lives reconcilable with the poststructural notion of identity as always located in discourse. This modernist/postmodernist tension permeates the dissertation.

Interrupted cadence : the mismatch of the school music curriculum and the intercultural understandings of pre-service teachers in Victoria, Australia

In Victoria, Australia, the curriculum framework for schools, Victorian Essential Learning Standards (VELS) stipulates multiculturalism as an integral part of the education of students. This encompasses knowledge, skills, values and behaviours (Victorian Curriculum Assessment Authority, 2009). In this curriculum framework, teachers must consider ‘intercultural understanding’. It seems logical that, to teach this, preservice teacher education students should be able to embrace this idea. VELS addresses multicultural understanding and the development of thinking skills. The Arts domain specifically provides diverse opportunities for students to “develop aesthetic and critical awareness … of arts works from different social, historical and cultural contexts”. In this research, undertaken between 2005 and 2008, semi-structured interviews were completed with final year pre-service music education students about their intercultural understandings in music education. Interpretative phenomenological analysis of the data showed that, although many feel confident including music of other cultures, having had some experience in their tertiary education, some have pursued other ways to inform themselves about music of other cultures. There appears to be a mismatch between curricular expectations and the limited time and resources available in tertiary education programs for music. The disparity between the school music curriculum framework and the preparation of teachers requires attention and resolution.

Staging cultures : the potential for intercultural theatre

Recently, 'intercultural' theatre has taken aspects of performance genres from different cultures and has blended them into a new hybrid form. This thesis engages with this issue through performance practice, textual analysis and theoretical critique, and aims to explore the possibilities and boundaries of a practical non-neo-colonial 'intercultural' theatre.