Intercultural competence Score INCA questions for each Intercultural Competence Add your results for the 3 questions from the INCA survey Based on your score, ente "Basic", "Intermediate" or "Full" 3-4 indicates basic level 5-7 indicates intermediate level 8-9 indicates full level Communicative awareness Questions 1-3 Knowledge discovery Questions 4-6 Respect for otherness Questions 7-9 Empathy Questions 10-12 Tolerance of ambiguity Questions 13-15 Questions Behavioural flexibility 16-18 Interpreting your INCA survey scores: Using the results from your INCA survey, complete the table above. You may wish to make a copy of the table by downloading the document or recreate the table in another program. The goal is to determine your level for each of the 6 Intercultural Competencies. Note that a total score for the INCA survey is not important for the purpose of this assignment. When you are done, read the information below to help you interpret your results. Intercultural competence - what does it mean? Intercultural competence enables you to interact both effectively and in a way that is acceptable to others when you are working in a group whose members have different cultural backgrounds. The group may consist of two or more people including yourself. 'Cultural' may denote all manner of features, including the values and beliefs you have grown up with, your national, regional and local customs and, in particular, attitudes and practices that affect the way you work. Three strands of cultural competences include: Openness Knowledge Adaptability Openness includes respect for otherness and tolerance of ambiguity. > To be open means to be open to the other and to situations in which something is done differently. You can tolerate your partner as being different and doing things differently. Knowledge includes knowledge discovery as well as empathy. > You not only want to know the 'hard facts' about a situation or about a certain culture, but you also want to know, or you know something about, the feelings of the other person. You also know how your interlocutor feels. Adaptability includes behavioral flexibility and communicative awareness. > You are able to adapt your behavior AND your style of communication Intercultural competence - what does it consist of? It has been observed how people in groups of mixed cultural background recognise and deal with the differences that emerge as the group works together. From such observations, it has been possible to identify a number of 'elements' of competence that people bring to bear on the situation. These elements are not definitive. Intercultural competence can include other 'elements' of competence, but the INCA project 'elements' provide a snapshot, useful as an assessment tool, to provide a baseline to inform training programmes. If you are interculturally competent, you may demonstrate the following characteristics: 'Tolerance of ambiguity' Tolerance of ambiguity is understood as the ability to accept lack of clarity and ambiguity and to be able to deal with it constructively. In other words, you find the unexpected and unfamiliar an enjoyable challenge and want to help resolve possible problems in ways that appeal to as many other group members as possible. 'Behavioural flexibility' Behavioural flexibility is the ability to adapt one's own behaviour to different requirements and situations. In other words, you adapt the way you work with others to avoid unnecessary conflicts of procedure and expectation. You will tend to adopt other people's customs and courtesies where this is likely to be appreciated, accept less familiar working procedures where this will raise the level of goodwill, and so on. 'Communicative awareness' The ability in intercultural communication to establish relationships between linguistic expressions and cultural contents, to identify, and consciously work with, various communicative conventions of foreign partners, and to modify correspondingly one's own linguistic forms of expression. In other words, you are alert to the many ways in which misunderstanding might arise through differences in speech, gestures and body language. You may, where this helps, be prepared to adopt less familiar conventions. To be effective, you will always be ready to seek clarification and may need, on occasion, to ask other members of the group to agree on how they will use certain expressions or specialised terms. 'Knowledge discovery' The ability to acquire new knowledge of a culture and cultural practices and the ability to act using that knowledge, those attitudes and those skills under the constraints of realtime communication and interaction. In other words, you are willing both to research in advance and to learn from intercultural encounters. You will take the trouble to find out about the likely values, customs and practices of those you are going to work with, and will note carefully, as you interact with them, any additional points that might influence the way you choose to work with them. 'Respect for otherness' Curiosity and openness, readiness to suspend disbelief about other cultures and belief about one's own. In other words, you are ready to regard other people's values, customs and practices as worthwhile in their own right and not merely as different from the norm. While you may not share these values, customs and practices, you feel strongly that others are entitled to them and should not lose respect on account of them. You may sometimes need to adopt a firm but diplomatic stance over points of principle on which you disagree. 'Empathy' The ability to intuitively understand what other people think and how they feel in concrete situations. Empathic persons are able to deal appropriately with the feelings, wishes and ways of thinking of other persons. In other words, you are able to get inside other people's thoughts and feelings and see and feel a situation through their eyes. While this competence often draws on knowledge of how you would expect others to feel, it goes beyond awareness of facts. It often shows itself in a concern not to hurt others' feelings or infringe their system of values. Each intercultural competence framework has three levels. These levels are related to your INCA survey results. Level 1 - Basic Competence You are already willing to interact successfully with people of other cultures. You tend to pick things up and learn from them as you go along, but you haven't yet got the experience to work out any system of dealing with intercultural situations in general. You respond to events, rather than planning for them. At this stage you are reasonably tolerant of other values, customs and practices although you may find them odd or surprising and approve or disapprove. Level 2 - Intermediate Competence As a result of experience and/or training, you are beginning to view more coherently some of the aspects of intercultural encounters you used to deal with in a 'oneoff' way. You have a mental 'map' or 'checklists' of the sort of situations you are likely to need to deal with and are developing your skills to cope with them. This means that you are more prepared for the need to respond and adapt to the demands of unfamiliar situations. You are quicker to see patterns in the various experiences you have and you are beginning to draw conclusions without having to seek advice. You find it easier to respond in a neutral way to difference, rather than approving or disapproving. Level 3 - Full Competence Many of the competences you developed consciously at level 2 have become intuitive. You are constantly ready for situations and encounters in which you will exercise your knowledge, judgement and skills and have a large repertoire of strategies for dealing with differences in values, customs and practices among members of the intercultural group. You not only accept that people can see things from widely varying perspectives and are entitled to do so, but you are also able to put yourself in their place and avoid behaviour you sense would be hurtful or offensive. At this level of operation you are able to intercede when difficulties arise and tactfully support other members of the group in understanding each other. You are confident enough of your position to take a polite stand over issues, despite your respect for the viewpoint of others. How to complete your assignment, part 1: Write a 1 page reflection of your INCA Survey results. You are encouraged to include additional resources to support your reflection. Answer the following questions in your reflection: 1. Describe your results for each of the 6 Intercultural competencies. 2. What does the data tell you? 3. Do you agree with the results? Why/ why not? Explain your answer in detail. The INCA Survey Mr Parker, a department director of a company in Southern England, has traveled to China in order to conduct negotiations. He is welcomed by the Managing Director of the Chinese company. But Mr Parker is not satisfied with the way the negotiations are going... For three days Mr Parker has been negotiating with Mr Li, Mr Wang's department director. These negotiations have been quite difficult and tiring. So Mr Parker is looking forward to this meeting and wants to seize the opportunity to clarify a few issues face to face with the director of the company. Parker: I am delighted to meet you. Wang/Interpreter: (takes his business card and hands it over to Mr Parker) Here is Mr Wang's business card. Parker: (takes Mr Wang's card and puts it in his pocket) And here is mine. (he hands Mr Wang his card) Wang/Interpreter: (Wang reads the card very attentively) Oh, you have even got Chinese characters on your visiting card! That's most kind of you. We have a saying in China: 'When a friend has come from very far away, then that is a very joyful event.' Mr Wang is therefore very glad to be able to welcome you here today. Mr Parker, what would you like to drink? Tea or coffee? Parker: Coffee please. Wang/Interpreter: Mr Wang would like to know how you have spent the past few days in Shanghai. Have you been able to settle in and get used to the climate? Parker: Thank you for asking. I do have a few problems with my hotel. The air conditioning doesn't really work, so I've caught a cold. And also there are ... some problems with the negotiations with your company... Wang/Interpreter: Mr Parker, if you should have any problems whatsoever, please let Mr Wang know. We will do our best. Parker: Thank you very much. Mr Parker is interrupted in his description of the problem: Wang/Interpreter: Mr Parker, if you should have any problems whatsoever, please let Mr Wang know. We will do our best. Wang/Interpreter: Mr Parker, are you married? Parker: (slightly surprised) Yes. Wang/Interpreter: Have you any children yet? Parker: No, I don't have any children yet ... You know, with all this travelling I have to do ... (forces a smile) Wang/Interpreter: Mr Parker, Mr Wang has been reading your business card. And he has noticed that you are sales director, and you are still so very young. There is, as we say in China, a bright future lying ahead of you. Therefore Mr Wang hopes that our ... that the negotiations will take place on the basis of mutual trust and that they will be fruitful as a result of our joint efforts. Parker: So do I. You know that our company has a high level of expertise in technological products. Since we are convinced that our Chinese partners will appreciate this, I hope that we will be able to conclude our negotiations successfully and soon. Wang: (laughs) Parker: What I would particularly like to know, Mr Wang, is how your company performs on delivery dates? Will you manage to keep to deadlines? Wang/Interpreter: Oh, Mr Parker, there is your coffee. It is getting cold. Parker: Thank you. (drinks) But what about the delivery dates? Wang/Interpreter: You are welcome to discuss these questions tomorrow with Mr Li in more detail. Wang/Interpreter: Mr Wang would like to know why you have not brought your wife with you this time? Parker: Well, my wife is not all that interested in my business, and then she doesn't really like long journeys. Wang/Interpreter: Mr Wang thinks that is a pity, since Shanghai is a very nice city. There are many beautiful sights in the Shanghai area. So you really must bring your wife next time. Parker: I will try to convince her. But that is going to be very difficult. Wang/Interpreter: Mr Parker, have you had a chance to get to know the Chinese culture in more detail yet? Parker: No, I'm afraid not. But I am not here on holiday. This is strictly a business visit. Wang/Interpreter: Mr Parker, I am sure you have heard that the Chinese have a very long cultural tradition. So Mr Wang will tell Mr Li to take you to the 'Yuyuan' tomorrow for a visit. There you will find also many shops that sell objects of cultural interest. Parker: (growing rather impatient) Thank you very much, Mr Wang. But ... perhaps we can return to that later? Wang/Interpreter: Mr Wang has been very glad to welcome you here today. He hopes that our cooperation will be fruitful. The car that we have ordered for you has just arrived. Mr Wang would like to show you out. Parker: Now, that's a bit sudden. We haven't talked about business yet. Wang/Interpreter: As Mr Wang just said, you will be able to talk business with Mr Li tomorrow. Parker: (disappointed) All right. My answers to the INCA Survey: Question 1 When other people don't feel comfortable in my presence, I notice it. sometimes Question 2 How would you describe a familiar but complicated task involving the use of a piece of machinery as if to a foreigner who did not speak the language very well? Speak slowly and loudly Question 3 Please read the Scenario to help you answer this question: What statement best expressed the difficulties between Mr Parker and Mr Wang? Knowledge discovery Question 4 Mr Parker acted as you would normally act in a business meeting, and he expected Mr Wang to do the same. But the Chinese don't say what they mean, and it's hard to read between the lines if you don't speak Chinese. I often seek contact with other people in order to learn as much as possible about their culture. Question 4 options: frequently or always Question 5 You have been selected to take part in an international work project with an associate European company. This will involve you spending 3-4 months in a country which you have not visited before (although it is possible that you learnt some of the language at school). What kind of information do you think you would need before departure? Question 5 options: I would learn or review the language and look for official sources on history and culture Question 6 Please read the Scenario to help you answer this question: Mr Parker is interrupted in his description of the problem: Wang: Mr Parker, if you should have any problems whatsoever, please let Mr Wang know. We will do our best. What could Mr Wang mean by this ? Question 6 options: Mr Wang doesn't think this meeting is the place to talk business. He only wants to get to know Mr Parker, but doesn't take him seriously as a negotiation partner. Question 7 I find it easy to adapt to people from diverse origins. frequently or always Question 8 You have been appointed to a placement in another country for training purposes. Early in your placement, you discover that the system of hierarchy is totally different from that practiced in your own country. For example, you are used to people dressing informally, using first names, eating in the same canteen. Here there is much more formality, rules and regulations, and people don't even speak the same way to each other. It is very strange and you cannot help feeling that your own way is much better. What are some things you might do? Seek explanation from superiors in order to understand reasons, Make an effort to be patient, tolerant, Try out a different way of behaving to fit in, cooperate, adapt self to others Question 9 Please read the Scenario to help you answer this question: Mr Wang and Mr Parker briefly discuss cultural activities: Wang: Mr Parker, have you had a chance to get to know the Chinese culture in more detail yet ? Parker: No, I'm afraid not. But I am not here on holiday. This is strictly a business visit. Which statement best describes this situation in your opinion? Neither Mr Wang nor Mr Parker are aware that they have completely different expectations. The meeting would be more successful if each of them tried to adapt to the other's priorities. Empathy Question 10 When there are colleagues in my work area who constitute an ethnic minority, I try to involve them in the majority group. Question 10 options: sometimes Question 11 A young person from a different country comes to work at your firm for 6 months. You are aware that he is rather isolated and you consider the idea of inviting him to join you and your friends. The problem is that your group of friends have known each other for a long time and a stranger would find it difficult to fit in. What would you probably do? Ask friends whether they would welcome a stranger before taking action, Find out from conversation whether the person would have similar interests, Invite if interests are similar Question 12 Please read the Scenario to help you answer this question: Comment on Mr Wang's question: 'Have you any children yet?' He wants to get to know Mr Parker better because that makes business easier. Question 13 I am comfortable with not understanding things if I am in a strange place or foreign country. frequently or always Question 14 You have been working in a foreign country for six months and you speak the language well enough for everyday needs. At work, difficult procedures are explained to you in your own language, so there are no problems here. However, it is almost impossible to understand your colleagues when they talk to each other as they talk quickly about situations you do not understand. It is also difficult to understand jokes and casual remarks where people seem to speak in a local dialect. Therefore you often feel out of your depth and confused. How do you feel? As long as I wasn't being deliberately excluded it would be OK Question 15 (3 points) Please read the Scenario to help you answer this question: In the conversation the following dialogue occurs: Wang: Therefore Mr Wang hopes that our ... that the negotiations will take place on the basis of mutual trust and that they will be fruitful due to our joint efforts. Parker: So do I. You know that our company has a high level of expertise in technological products. Since we are convinced that our Chinese partners will appreciate this, I hope that we will be able to conclude our negotiations successfully and soon. Why does Mr Wang laugh when Mr Parker makes this remark? Question 16 Mr Wang is hiding his irritation that Mr Parker may think his company can't keep to deadlines. In restaurants I often eat dishes with ingredients that I don't know. Question 16 options: sometimes Question 17 When colleagues or superiors from different cultures criticize my work, I consider changing my work habits accordingly. sometimes Question 18 Please read the Scenario to help you answer this question: Why does Mr Wang repeatedly tell the English manager to discuss business issues with Mr Li? Mr Wang expects Mr Parker to negotiate with a Chinese colleague of his own status, as is customary in China. Mr Parker should not feel offended, but accept it and negotiate with Mr Li