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.

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.

Emotional contagion in consecutive interpreting: An empirical study with novice interpreters

It has recently been noticed that interpreters tend to converge with their speakers’ emotions under a process known as emotional contagion. Emotional contagion still represents an underinvestigated aspect of interpreting and the few studies on this topic have tended to focus more on simultaneous interpreting rather than consecutive interpreting. Korpal & Jasielska (2019) compared the emotional effects of one emotional and one neutral text on interpreters in simultaneous interpreting and found that interpreters tended to converge emotionally with the speaker more when interpreting the emotional text. This exploratory study follows their procedures to study the emotional contagion potentially caused by two texts among interpreters in consecutive interpreting: one emotionally neutral text and one negatively-valenced text, this last containing 44 negative words as triggers. Several measures were triangulated to determine whether the triggers in the negatively-valenced text could prompt a stronger emotional contagion in the consecutive interpreting of that text as compared to the consecutive interpreting of the emotionally neutral text, which contained no triggers—namely, the quality of the interpreters’ delivery; their heart rate variability values as collected with EMPATICA E4 wristbands; the analysis of their acoustic variations (i.e., disfluencies and rhetorical strategies); their linguistic and emotional management of the triggers; and their answers to the Italian version of the Positive and Negative Affect Schedule (PANAS) self-report questionnaire. Results showed no statistically significant evidence of an emotional contagion evoked by the triggers in the consecutive interpreting of the negative text as opposed to the consecutive interpreting of the neutral text. On the contrary, interpreters seemed to be more at ease while interpreting the negative text. This surprising result, together with other results of this project, suggests venues for further research.

Cultural differences in nonverbal communication and their implications in public service interpreting

This paper intends to underline the importance of nonverbal cues in intercultural communication and especially in the profession of the interpreter in the public services. The first chapter focuses on giving an overview on the different components of nonverbal communication by providing a definition and examples. The chapter then analyses the different functions carried out by nonverbal language. The second chapter addresses cultural differences related to nonverbal language and provides examples for every component of nonverbal language. It also explains the distinction between high context cultures and low context cultures. Lastly, the third chapter first gives an overview on Public Service Interpreting (PSI), explaining the main features and characteristics. It then provides real examples of cultural misunderstandings related to nonverbal language which occurred in public services and gives the techniques used by interpreters to solve them. This chapter includes examples of various nonverbal cues including eye contact, touch, silence, and hand gestures.

[meanings Of The Sickening Process For Patients With Systemic Lupus Erythematosus: A Review Of The Literature.]

Systemic lupus erythematosus is an autoimmune disease that causes many psychological repercussions that have been studied through qualitative research. These are considered relevant, since they reveal the amplitude experienced by patients. Given this importance, this study aims to map the qualitative production in this theme, derived from studies of experiences of adult patients of both genders and that had used as a tool a semi-structured interview and/or field observations, and had made use of a sampling by a saturation criterion to determine the number of participants in each study. The survey was conducted in Pubmed, Lilacs, Psycinfo e Cochrane databases, searching productions in English and Portuguese idioms published between January 2005 and June 2012. The 19 revised papers that have dealt with patients in the acute phase of the disease showed themes that were categorized into eight topics that contemplated the experienced process at various stages, from the onset of the disease, extending through the knowledge of the diagnosis and the understanding of the manifestations of the disease, drug treatment and general care, evolution and prognosis. The collected papers also point to the difficulty of understanding, of the patients, on what consists the remission phase, revealing also that this is a clinical stage underexplored by psychological studies.

[in Process Citation].

20

A língua inglesa no ensino fundamentl I público: diálogos com Bakhtin por uma formação plurilíngue

This article aims at discussing the contributions of the Bakhtinian Circle theories to foreign language teaching and learning (HALL et al., 2005), as far as the first years of formal education in Brazil are concerned. Up to the present moment, foreign languages, including English, are not officially part of the National Curriculum of the first five schooling years. Due to the importance of English in a globalized world and despite all the controversial socio-educational impacts of such an influence, there has been an increase in the interest in this discipline at the beginning years of Brazilian public education (ROCHA, 2006), which has been happening at an irregular pace and without official parameters. Therefore, the relevance of this work lies on the possible guidelines it may offer to support a more effective, situated and meaningful teaching-learning process in that context. Standing for a pluralistic approach to language education, we take the bakhtinian speech genres as organizers of the educational process. We strongly believe that through a dialogic, pluralistic and trans/intercultural teaching (MAHER, 2007), whose main objective is the development of multi (COPE e KALANTZIS, 2000) and critical (COMBER, 2006) literacies, the hybridization of genres and cultures, as well as the creation of third spaces (KOSTOGRIZ, 2005; KUMARAVADIVELU, 2008) can happen. From this perspective, foreign language teaching and learning play a transformative role in society and English is seen as a boundary object (STAR e GRIESEMER, 1989), in and by which diversity, pluralism and polyphony can naturally find their way.

As dimensões da linguagem em livros didáticos de inglês para o Ensino Fundamental I

This article aims at discussing and articulating views of language under sociocultural, dialogic and discourse perspectives, in order to present a theoretical framework as far as the analysis of textbooks of English as a foreign language for the Brazilian Ensino Fundamental I is concerned. Due to the limited number of studies in this field, to the still considerably structural approach of the English language teaching and learning in our country nowadays and to the important mediation role textbooks play in language education, we believe our work can contribute positively to the construction of critical and multiple literacies, which, in turn, can support an active and transformative educacional process in the present times.

Cultura de movimento e identidade : a Educação Fisica na contemporaneidade

Universidade Estadual de Campinas . Faculdade de Educação Física

Mediação da professora generalista no trabalho corporal na educação infantil

Universidade Estadual de Campinas . Faculdade de Educação Física

O papel da propriocepção no desenvolvimento da força muscular e da flexibilidade

Universidade Estadual de Campinas . Faculdade de Educação Física

Por um lazer potencialmente transformador : um estudo sobre as apropriações conceituais do lazer

Universidade Estadual de Campinas . Faculdade de Educação Física

O aluno com deficiência visual nas aulas de educação física : análise do processo inclusivo = The student with visual impairments : analysis of inclusive process

Universidade Estadual de Campinas . Faculdade de Educação Física

Hegemonia e contra-hegemonia na construção de políticas de esporte e lazer : a experiência do Consórcio Brasília = Hegemony and counter-hegemony in the process of sport and leisure policy-making : the experience of the Consortium Brasilia

Universidade Estadual de Campinas . Faculdade de Educação Física

Effects of the condylar process fracture on facial symmetry in rats submitted to protein undernutrition

PURPOSE: To investigate the facial symmetry of rats submitted to experimental mandibular condyle fracture and with protein undernutrition (8% of protein) by means of cephalometric measurements. METHODS: Forty-five adult Wistar rats were distributed in three groups: fracture group, submitted to condylar fracture with no changes in diet; undernourished fracture group, submitted to hypoproteic diet and condylar fracture; undernourished group, kept until the end of experiment, without condylar fracture. Displaced fractures of the right condyle were induced under general anesthesia. The specimens were submitted to axial radiographic incidence, and cephalometric mensurations were made using a computer system. The values obtained were subjected to statistical analyses among the groups and between the sides in each group. RESULTS: There was significative decrease of the values of serum proteins and albumin in the undernourished fracture group. There was deviation of the median line of the mandible relative to the median line of the maxilla, significative to undernutrition fracture group, as well as asymmetry of the maxilla and mandible, in special in the final period of experiment. CONCLUSION: The mandibular condyle fracture in rats with proteic undernutrition induced an asymmetry of the mandible, also leading to consequences in the maxilla.