La educación intercultural bilingüe en la educación superior Argentina: identidades juveniles, diversidad cultural y políticas públicas

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Alunos, famílias, escola e comunidade: sujeitos e mediações O GAAF como campo de possibilidade(s) para a mediação intercultural

A Escola é hoje o espaço social por excelência. Daí que se afigure como uma oficina privilegiada de (re)construção de identidades (Vieira, R., 2009), como um ateliê da diversidade social, espelho da sociedade em que está inserida, reconhecendo-se, portanto, como o seu microcosmos (Vieira, A., 2013). Com a transformação da Escola num espaço universal e obrigatório para todos, surgem, inevitavelmente, metamorfoses que lhe exigem novos papéis. Com efeito, a criação de Territórios Educativos de Intervenção Prioritária (TEIP) contextualiza a emergência de novos atores, em particular, o Gabinete de Apoio ao Aluno e à Família (GAAF). Afigurando-se a mediação intercultural como caminho para entender, catalisar, empoderar e transformar essa diversidade, importa conhecer em que medida o GAAF pode constituir-se como campo de possibilidade(s) para a mediação intercultural entre alunos, famílias, escola e comunidade. Reconhecendo, a priori, a complexidade do nosso objeto de estudo, privilegiámos o paradigma hermenêutico, compreensivo, de descoberta, defendendo a sua complementaridade (Boavida e Amado, 2006), assumindo uma metodologia compósita, politeísta (Bourdieu, 1992). Assim, como universo de análise da nossa investigação, escolhemos um Agrupamento de Escolas do distrito de Leiria, que, enquanto TEIP, incorpora um GAAF desde o ano letivo 2012/ 2013. De facto, importa conhecer, compreender e interpretar as representações que o sujeito (per si complexo) em estudo manifesta. Adotámos, por isso, como método, o estudo de caso etnográfico (Stenhouse, 1994, in Amado, 2014). Quanto às técnicas de recolha da informação (Bell, 2010; Amado, 2014), elegemos três, designadamente, a análise documental, a observação participante e a entrevista individual semiestruturada (entrevistámos três alunos, três encarregados de educação, uma psicóloga, um técnico de serviço social, o diretor do Agrupamento, três professores e três parceiros da comunidade, perfazendo um total de 15 entrevistas). A estada no terreno foi reveladora, permitindo-nos concluir que, não obstante a demora na visibilidade de resultados imediatos, intrínseca a qualquer projeto social, o GAAF pode, efetivamente, constituir-se como um campo de possibilidade(s) para a mediação intercultural entre alunos, famílias, escola e comunidade, na medida em que se afirma como prática catalisadora, com dinâmicas transformadoras e empoderadoras da(s) diversidade(s) que habita(m) a Escola contemporânea.

La enseñanza de la cultura en lenguas extranjeras y segundas lenguas: propuesta basada en la antropología para el diseño de actividades de enseñanza de la competencia intercultural

Tesis inédita presentada en la Universidad Europea de Madrid. Facultad de Artes y Comunicación. Programa de Doctorado en Comunicación

Communication across cultures? An intercultural approach to customer service in the hotel industry: a study with globally branded hotels in the United Kingdom

In a professional and business-social context such as that of global hotel brands in the United Kingdom, intercultural communication, contacts and relationships are found at the heart of daily operations and of customer service. A large part of the clientele base of hotels in the United Kingdom is formed by individuals who belong to different cultural groups that travel in the country either for leisure or business. At the same time, the global workforce which is recruited in the hotel industry in the United Kingdom is a reality here to stay. Global travelling and labor work mobility are phenomena which have been generated by changes which occur on a socio-economic, cultural and political level due to the phenomenon of globalization. The hotel industry is therefore well acquainted with the essence of different cultures either to be accommodated within hotel premises, as in the case of external customers, or of diversity management where different cultures are recruited in the hotel industry, as in the case of internal customers. This thesis derives from research conducted on eight different global hotel brands in the United Kingdom in particular, with reference to three, four and five star categories. The research aimed to answer the question of how hotels are organized in order to address issues of intercultural communication during customer service and if intercultural barriers arise during the intercultural interaction of hotel staff and global customers. So as to understand how global hotel brands operate the research carried out focused in three main areas relating to each hotel: organizational culture, customer service–customer care and intercultural issues. The study utilized qualitative interviews with hotel management staff and non-management staff from different cultural backgrounds, public space observations between customers and staff during check-in and checkout in the reception area and during dining at the café-bar and restaurant. Thematic analysis was also applied to the official web page of each hotel and to job advertisements to enhance the findings from the interviews and the observations. For the process of analysis of the data interpretive (hermeneutic) phenomenology of Martin Heidegger has been applied. Generally, it was found that hotel staff quite often feel perplexed by how to deal with and how to overcome, for instance, language barriers and religious issues and how to interpret non verbal behaviors or matters on food culture relating to the intercultural aspect of customer service. In addition, it was interesting to find that attention to excellent customer service on the part of hotel staff is a top organizational value and customer care is a priority. Despite that, the participating hotel brands appear to have not yet, realized how intercultural barriers can affect the daily operation of the hotel, the job performance and the psychology of hotel staff. Employees indicated that they were keen to receive diversity training, provided by their organizations, so as to learn about different cultural needs and expand their intercultural skills. The notion of diversity training in global hotel brands is based on the sense that one of the multiple aims of diversity management as a practice and policy in the workplace of hotels is the better understanding of intercultural differences. Therefore global hotel brands can consider diversity training as a practice which will benefit their hotel staff and clientele base at the same time. This can have a distinctive organizational advantage for organizational affairs in the hotel industry, with potential to influence the effectiveness and performance of hotels.

Cultura e bem estar no trabalho: o papel do ajustamento pessoa-organização num estudo experimental

Com a crescente importância da vida laboral torna-se necessário o estudo de variáveis que aprimorem o trabalho individual e das empresas. Adotando um design experimental, com a manipulação de quatro orientações culturais e com uma amostra de 150 trabalhadores de uma empresa multinacional, este estudo foi realizado com o objetivo de avaliar o impacto da cultura organizacional no bem-estar (afetivo e cognitivo) laboral, o impacto do ajustamento pessoa-organização no bem-estar do trabalhador e a forma como a relação entre a cultura organizacional e o bem-estar é moderada pelo ajustamento pessoa-organização. Os resultados revelaram que quanto mais elevados os níveis de ajustamento pessoa-organização, maior o conforto, entusiasmo, bem-estar geral e satisfação. Quanto à cultura organizacional, embora não se tenham verificado efeitos de interação significativos, as culturas de apoio e inovação revelam níveis superiores de conforto, entusiasmo, bem-estar afetivo geral, e satisfação laboral dos indivíduos, ao contrário das culturas de regras e objetivos; Culture and Well-Being at Work: the role of person - organization fit in an experimental study Abstract: With the growing importance of working life it is necessary to study the variables to improve individual work and business. Adopting an experimental design, handling four cultural orientations and a sample of 150 employees of a multinational company, this study was designed in order to explore the impact of organizational culture on well-being (affective and cognitive) labor, the impact of person-organization fit in the worker's well-being and how the relationship between organizational culture and well-being is moderated by person-organization fit. The results revealed that the higher the adjustment levels of person-organization, the greater comfort, enthusiasm, general well-being and satisfaction will be. As for the organizational culture, although there were not verified significant interaction effects, cultures of support and innovation promote comfort, enthusiasm, general emotional well-being and job satisfaction of individuals, unlike the cultures of rules and objectives.

Intercultural Management

Globalization has increasingly brought permanent contact with people whose cultural background is different from what many would consider their ‘own’ culture. The area of intercultural management is of critical interest due to the impact of increased European and global migration, which has required health and social care leaders and managers to develop competency to respond to the diversity and changing needs of their workforce and service users. The communities within the European Union are now often characterised by significant diversity whether at cultural, social, or psychological levels. The purpose of this chapter is to enable health and social care practitioners to assume a clinical/ professional leadership role in quality intercultural management in the health and social care sector. This chapter will focus on developing health and social care practitioners’ knowledge and understanding in the area of intercultural management within contemporary health and social care organisations. It will focus on the critical application of knowledge to practice through the provision of underpinning knowledge, understanding and debates surrounding contemporary issues and practices in the areas of intercultural management. Many practitioners accessing this information may already work in the heath/social sector and this critical focus on intercultural and diversity management has the potential to improve the quality in health and social care services through the critical application to practice.

Componentes teóricos para la comprensión de la pedagogía intercultural como práctica docente

Nowadays, a topic that arises in the educational domain as an answer to the demands of an increasingly diverse society which also demands processes of inclusion is, without a doubt, the concept of interculturalism. There are several conceptual approaches that are far from creating a pedagogy of interculturalism, specially when interculturalism is valued as a philosophy, which requires the development of a new teacher who is not only capable of recycling him/herself but who is also aware of the paradigmatic changes that interculturalism demands. The article presents an approach to the theoretical components for the understanding of intercultural pedagogy as an educational practice. It begins with a brief presentation of the current educational system, followed by the interpretation of human rights as a fundamental issue of human diversity, and certain approaches and clarification models for interculturalism in elementary school. Finally, the article briefly discusses some of teacher’s intercultural competencies in the face of such diversity.

Pedagogía intercultural: ¿un eufemismo para tranquilizar conciencias o una alternativa para la transformación?

The present article it entails the revision of some aspects of the Costa Rican pedagogy, especially in the epistemology area, ethics and the policies as fundamental dimensions of education. From there, it also proposes the revision of its intercultural practices in order to determine whether what it is called in the CIDE (UNA) Intercultural Pedagogy it is just another euphemism than comes from outside and above. If we receive it without major analysis in order not to disturb our comfortable being in the world, reality, or as an alternative of transformation of the Costa Rican society.

El régimen jurídico de la educación intercultural en España

ResumenEste artículo define los conceptos de multiculturalismo y de interculturalidad como el marco para la integración de inmigrantes dentro del ordenamiento jurídico español. La interculturalidad es una solución al multiculturalismo (existencia de varias culturas en el mismo territorio). La interculturalidad es entendida como diálogo entre las culturas en pie de igualdad (desde el punto de vista formal) y, por tanto, como un proceso bidireccional. Un instrumento esencial para la consolidación de la integración es la educación intercultural. El análisis de las normas españolas sobre la educación intercultural es el contenido de este trabajo.Palabras clave: interculturalidad, integración de inmigrantes, educación intercultural, España.AbstractThis article defines the multiculturalism and interculturality concepts as the framework for the integration of immigrants within the Spanish regulation. The interculturality is a solution to the multiculturalism (existence of several cultures in the same territory). The interculturality is understood like dialogue between the cultures equally (from the formal point of view), therefore, as a bidirectional process. An essential instrument for the consolidation of the integration is the intercultural education. The analysis of the Spanish laws on the intercultural education is the content of this work.Keywords: Interculturalism, integration of immigrants, intercultural education, Spain.