Intercultural communication and interaction problems in the framework of international business event-management

The results of the survey are demonstrated in the diagrams which prove the theory concerning the necessity of intercultural communication issues knowledge in the global business. It has been explored that all the participants are aware of IC notion and believe that the opportunities it offers may bring an extremely enormous benefit to international cooperation process. And though the interviewees still have some problems with intercultural interactions, they and the organizations they work for begin to acknowledge the necessity of IC awareness development and improvement since global business is characterized by cultural diversity. Now it is proved that those, who do not take it into consideration while interacting with foreign partners, face more unpleasant incidents with them. Moreover, even those who do - still experience them but not so significant. And those who are interculturally competent and always prepared do not suffer from these problems at events.

Nevertheless, the respondents agree on the fact that people of all cultures are respectful and tolerant to each other's mistakes as they all understand that no one is immune from being wrong. In this perspective, in most cases such incidents do not influence business events' outcomes so much but they may have a little impact on the personal relationships. However, as it has been argued we all are different so the reactions and attitudes can be unpredictable so it definitely would be better to try to avoid intercultural conflicts.

It shows that Russian companies have much to work on when it comes to intercultural business communication. Moreover, directors should not just offer some trainings, courses or seminars to those who need them but make them obligatory for everyone who work globally in the framework of qualification improvement.

The research is highly relevant as, anyway, it can become a valuable theoretical and practical resource for those who want to become better cross-cultural communicators and those who are looking for the ways of being more competent in international business interactions - it provides specific recommendations and useful tips based on the theoretical findings, and the truthful and honest experience of the real employees. In this way, people are able to associate themselves with them and analyze their own work and level of skills. Moreover, it is always helpful to learn on the mistakes of the others - so they may think on the new approaches and ways to overcome some obstacles.

In this respect, people are offered a chance to see what to expect in terms of international business events and communication in the context of cultural diversity, and due to this feel more prepared and confident no matter what profession they have and in what company or country they work.

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Appendix

Face-to-face interview questions.

Below one can see the interview in the print version. There are 16 participants and the answers of each of them will refer to the “P1”, “P2”, “P3”… “P16”. The conversation was taking place in the Russian language and then I have literally translated it in the English one.

1. What kind of international business events do you attend (meetings, round tables, exhibitions, conferences, seminars, presentations)?

“Gazprom Neft”:

P1 - I take part in business meetings, conferences, presentations, exhibitions, seminars, ect.

P2 - I've taken part in all of the mentioned above.

P3 - I attend business meeting, presentations and round tables.

P4 - I go to negotiations with project partners, international exhibitions and conferences on the subject of the company

P5 - I attend round tables, business meeting, presentations, conferences.

P6 - I usually take part in business meetings, conferences and exhibitions.

P7 - It's business meetings, exhibitions, conferences.

P8 - All that you've mentioned.

Swedish pharmaceutical company:

P9 - I attend business meetings, conferences, trainings and presentations.

910 - I usually go to conferences, exhibitions and business meetings.

P11 - Mostly I attend business meetings and conferences.

P12 - I usually attend business meetings, presentations and conferences.

P13 - I go to business meetings, exhibitions and presentations.

P14 - I attend conferences and business meetings.

P15 - Usually it's business meetings.

P16 - It's business meetings, presentations exhibitions.

2. What countries do you cooperate with?

“Gazprom Neft”:

P1 - We cooperate with China, European and Arabic countries.

P2 - Well, Europe countries, China.

P3 - We cooperate with Serbia, Kazakhstan, Azerbaijan.

P4 - PRC, Japan, Republic of Korea.

P5 - Our company cooperate with Arabic and European countries.

P6 - We have contracts with China, Republic of Korea, several countries in Europe.

P7 - We cooperate with China.

P8 - Our company cooperates with China, Japan, Europe.

Swedish pharmaceutical company:

P9 - We cooperate with the US, Germany, France, Italy, Israel and Sweden.

910 - It's Sweden, Israel, the USA, France, Italy and others.

P11 - We work with the suppliers from Sweden, Israel, France, Germany.

P12 - We cooperate with many countries of Europe. For example, Sweden of course, Israel and even America.

P13 - We have partners in many countries of Europe and in the USA.

P14 - Our company is one of the leaders in the international healthcare market and operates in more than one hundred countries.

P15 - We work with Europe, Turkey, the USA.

P16 - In most cases we cooperate with Sweden.

3. Are you aware of intercultural competence or intelligence notions?

“Gazprom Neft”:

P1 - Absolutely.

P2 - I am.

P3 - I am.

P4 - Of course, I am.

P5 - I am.

P6 - Yes, I am.

P7 - Absolutely.

P8 - Yes, I know what it is.

Swedish pharmaceutical company:

P9 - We do not use exactly this term but its sense is obvious and we all understand it.

910 - Yes, I know what it is. It is connected to someone who know how to work with diverse cultures properly.

P11 - I think, it's about knowing cultural characteristics well. Is it about tolerance too?

P12 - Yes, I am.

P13 - I have not heard these notions in our company but I understand what it means and I can say my colleagues do too.

P14 -Yes, I know what it is.

P15 - It is a capability to communicate and interact with the representatives of different cultures.

P16 - Absolutely.

4. Do you think it is important to prepare for an international event by learning some information about cultural backgrounds of its participants?

“Gazprom Neft”:

P1 - It is obligatory. Otherwise, we are risking to face conflicts.

P2 - It is absolutely necessary.

P3 - Definitely.

P4 - Of course, in terms of cooperation with Eastern partners this should be given the primary attention.

P5 - It is impossible to build friendly relations without it.

P6 - There is no doubt in it.

P7 - It is important. Cultural background really matters.

P8 - It is the basis of the strong relations.

Swedish pharmaceutical company:

P9 - Obviously, it is. We all want to avoid problems.

910 - Yes, it is as we want to prevent possible disagreements.

P11 - It is obligatory if you want to build good relations with them.

P12 - I strongly recommend it as I have experienced so many problems.

P13 - Yes, it is so necessary in the modern business.

P14 - I think, it gives a big advantage for all the participants.

P15 - It is necessary for the aims of successful international interaction and achieving the mutual understanding in the collaborative work.

P16 - Yes, it is.

5. Do you look through specific materials in order to learn more about cultural backgrounds of your foreign partners before the event?

“Gazprom Neft”:

P1 - Yes, I always do it.

P2 - I “google” this information.

P3 - As a rule, I do it. I can “google” something or ask the colleagues that have some experience.

P4 - Yes, we study information about the history, culture, business habits of the country in the public sources (Internet).

P5 - Yes, this is an integral part of the preparation for any event.

P6 - I try to study as much facts about cultural habits as possible.

P7 - I don't feel confident or comfortable if I am not aware of cultural habits of my partners. So I always do it.

P8 - It is strongly recommended for everyone. I am not the exception.

Swedish pharmaceutical company:

P9 - I usually “google” something about it.

910 - Yes, I do. It is easy due to the Internet.

P11 - Yes, I look through some web-sites and ask my experienced colleagues to tell something interesting and important.

P12 - Usually I read something in the Internet.

P13 - I always do it because I don't want to do something wrong and seem rude.

P14 - Yes, I usually search something in the net.

P15 - I get acquainted with the materials that are available.

P16 - Sometimes I do it.

6. What cultural traits of your foreign partners do you consider as the most essential and significant to learn in advance (greetings, body language, eye contact, etc) ?

“Gazprom Neft”:

P1 - I can say that greetings, the way to express emotions, topics that are forbidden or recommended for discussion, the ability to fulfill contracts, attitude towards food are the most important.

P2 - I think, it's the way they behave, express emotions.

P3 - It's forbidden topics, attitude towards food and alcohol, decision-making style.

P4 - We learn more about the rules for holding meetings and negotiations (who welcomes someone first, where guests should sit, and where hosts sit); behavior rules during official lunches / dinners; dress code; general information about the etiquette of the partners' country.

P5 - I think the most significant traits to be learnt are the way of behavior, gestures, emotions, forbidden topics.

P6 - I would say, it's everything about cultural traits of your partner. Concerning business, it's partners' ability to follow agreements and contracts.

P7 - Maybe you should pay more attention to greetings, how to behave, what gestures to use, what things to say or avoid.

P8 - Obviously, one should know all the traits in order to avoid any confusing situatios.

Swedish pharmaceutical company:

P9 - We consider our partners' attitude towards time (punctuality I mean) and arrangements (or promises) as a very important trait to know in business. Also we want to know about their greetings habits, body language and forbidden topics for discussion.

910 - Well, they are manners, behavior, forbidden gestures and facial expressions maybe.

P11 - There are many things to learn in advance. I can state their body language, facial expressions and forbidden topics for discussion and manner are the most significant.

P12 - It's the way we should and shouldn't talk to our partners, how we greet them, what gestures we use.

P13 - I ty to learn as much as possible about their manners and the way of behavior.

P14 - I think, it's forbidden topics, greetings, style of doing business.

P15 - We should be aware of our partners' manner of speech, the sense of humor, way of emotions expression.

P16 - Well, behavior is the most important.

7. How do you prepare for a business event with your foreign partners? What methods do you use?

“Gazprom Neft”:

P1 - I study the features of my partners' mentality, the bargaining position and its validity. I am looking for the opportunities to reach an agreement.

P2 - I always need to be prepared and be competent in the topic.

P3 - If we are the “host” party, we usually try to offer a small cultural program - an authentic restaurant or we recommend places to visit. I also study the other party's mentality.

P4 - We study the history of cooperation, the documents signed earlier, the biography of the heads of foreign partners that are going to be at the meeting. We study where and under what circumstances the meetings have been held, which areas of cooperation have already been discussed and their results.

P5 - I take part in discussion of the issues and materials with my team before the event. I also study the information about the other party's company and its history.

P6 - It is important to be competent in the question that is to be discussed.

P7 - I look through the information about my partners' company and the history of work.

P8 - I try to learn more about my partners: their work, culture.

Swedish pharmaceutical company:

P9 - Firstly, I thoroughly study the materials that are going to be discussed. Then I try to look through some materials concerning cultural traits of my partners.

910 - I can ask my chief and colleagues for some advice. And of course, I learn more about the subject of our future discussion to be as competent in it as possible. Then I “google” my partners' cultural features.

P11 - The most important here is to be competent in the question that is to be discussed. And after that you need to learn these cultural things.

P12 - I prepare business materials and read about my partners' work and culture.

P13 - I read the documents and materials again and again.

P14 - I look through the materials that are going to be the subject matter of the future negotiations.

P15 - It is necessary to take a look at the documentations and other materials and then learn something about your partners.

P16 - I am preparing to discuss the problems and the documentations that we have. I also try to learn more about the other party.

8. Do you agree that the successful result of an international business event depends on the intercultural competence skills?

“Gazprom Neft”:

P1 - I think this factor is one of the several essential ones.

P2 - Definitely it does.

P3 - It does but there are other factors.

P4 - Yes, they affect it as well.

P5 - Totally. But this isn't the only one thing that should be minded.

P6 - They definitely can help to build friendly relationships and this can benefit cooperation.

P7 - I think so.

P8 - I believe intercultural competence skills are definitely important when it comes to international interactions.

Swedish pharmaceutical company:

P9 - Yes, the outcome of a business meetings depends on the intercultural competence as well.

910 - I think these skills play a big role.

P11 - I don't think this moment is the only one that is decisive but yes, it is one of the most important ones.

P12 - Well, this is not the most important aspect to be considered - it is one of the several ones. But of course, it cannot be forgotten.

P13 - Absolutely though there some other moments that must be considered.

P14 - Intercultural competence skills will be definitely beneficial for the successful business event.

P15 - Yes, I do.

P16 - Of course.

9. Do you believe it is important to own intercultural competence skills in terms of international business events?

“Gazprom Neft”:

P1 - There is no doubt in this fact.

P2 - Definitely.

P3 - Yes. Especially - for managers and individuals who form the "policy" of such events.

P4 - Yes, they certainly provide a person that has such knowledge with a significant advantage over other participants of international events.

P5 - Today it is important. Good relationships are the key to success, I think.

P6 - Yes, I believe these skills provide us with more chances to build friendship with our partners.

P7 - Of course, I do.

P8 - I think so. Intercultural competence can open us many doors.

Swedish pharmaceutical company:

P9 - Yes, I do.

910 - There is no doubt in this fact.

P11 - Obviously it is.

P12 - Yes, I do.

P13 - Absolutely.

P14 - I think, skills will always be useful.

P15 - Well, maybe a simple respect and tolerance are enough but there is an importance in learning more about intercultural competence.

P16 - It is.

10. Have you ever experienced intercultural misunderstandings during business events with your foreign partners? How did you overcome them? How did they influence cooperation?

“Gazprom Neft”:

P1 - I have experienced misunderstandings and I've been trying to smooth the conflict, to find the proper approach to reduce it. Sometimes it they had a negative effect on the relationships. But we all are trying to become more competent and make an accent on the cultural traits of our partners.

P2 - Well, I haven't. I'm trying to be always prepared.

P3 - I have come across strong cultural differences in reaching agreements and making decisions which caused misunderstanding. In particular, with interpretations of the statements “yes” and “no” in the part of business agreements, as well as in relation to the staff of the “other” side to tight deadlines. I have coped with it through iterative "equalization" and mutual explanations. At the “short” period, the impact on cooperation was negative, and at the “long” period it did not affect.

P4 - Yes, misunderstandings have arisen, but the mutual respect of the negotiating parties, mutual respect, the tact of the leaders and the bilateral focus on the result helped us to get out of difficult situations.

P5 - We all experience these situations. But everything depends on our competence in communication with foreigners. I cannot remember really bad conflicts.

P6 - I have but it wasn't difficult to overcome them. As I'm always prepared and know cultural traits of my partners. So they haven't influenced our cooperation.

P7 - Well, we all are different, with different backgrounds. But we all need to be respectful to each other's cultures. This is the secret.

P8 - I don't remember such cases.

Swedish pharmaceutical company:

P9 - No, I have never experienced them.

910 - Yes, but they were not so significant. Maybe it was a language barrier.

P11 - No, everything was okay.

P12 - I think, I always experience them.

P13 - I have. I should have been more competent.

P14 - I was a witness but personally, I have never taken part in this kind of conflicts.

P15 - I cannot remember one example.

P16 - No, I don't have such an experience.

11. Have you ever experienced any communication (language) barriers with your foreign partners? How did you overcome them? How did they influence cooperation?

“Gazprom Neft”:

P1 - I have but I've decided to learn languages. In the past I used to hire translators but I came to the conclusion that I need to be able to communicate by myself. It benefits building relationships full of trust.

P2 - I know several foreign languages and I believe this is my advantage. So, communication isn't problematic for me.

P3 - No, I haven't.

P4 - Now very seldom. But in the past I used to hire professional translators with a good knowledge of the mentality and vocabulary of partners; materials should be transmitted to translators in advance so that they can read, check the meaning and translation of specific terms, recall or get additional information on the subject of negotiations

P5 - I speak 4 foreign languages. It us very helpful so I don't suffer from these barriers.

P6 - Sometimes they occur but they are not significant. It depends on your level. We all are patient and understand that these barriers are possible.

P7 - No, I haven't.

P8 - Sometimes problems occur when we use some words with the wrong meaning but they don't affect the work process.

Swedish pharmaceutical company:

P9 - Yes, I have such an experience. But it concerns mostly the process of the information transmission in a foreign language. We had to pick up other words. And there were no problems and conflicts a within an international company everyone understands that there are not so many native speakers and that people of diverse nationalities work here. Therefore, all people are tolerant and try to be understanding.

910 - Well yes. As I have already said there were some misunderstandings because of the language. Someone said something wrong and nobody understood what he meant. But it wasn't so serious. We just laughed all together and continued our meeting. We all understand that we are humans and we can make mistakes or say nonsense in a non-native language.

P11 - Of course, such problems occur as we all are from different countries, if we speak about international events. But we try to understand this fact and be patient. But there were no serious conflicts when someone said something very bad by mistake.

P12 - If such problems occur I ask others to help me.

P13 - In case I am not sure how to say something I warn others that I can speak in a wrong way. But everyone is usually understanding.

P14 - I communicate with the help of translators.

P15 - I remember such cases. I believe one must learn foreign languages because otherwise the communication becomes one-way.

P16 - Yes, I have but I believe any difficulties pull people together and teach them understanding.

12. Are you provided with specific knowledge about intercultural communication problems and intercultural competence by your managers? “Gazprom Neft”:

P1 - Yes. Our employees attend special seminars.

P2 - I think so.

P3 - Of course, our company always provide specific trainings in order to make our work more effective.

P4 - Yes, this course is included in the program of qualifications improvement for employees involved in the relevant activities.

P5 - Employees that interact with foreign partners attend special courses.

P6 - Yes, our managers offer us diverse programs.

P7 - Yes, those who need courses or trainings can easily enroll.

P8 - Yes, I was a participant on such trainings.

Swedish pharmaceutical company:

P9 - There are recommended online-trainings. If someone wants to attend them, they can easily do it.

910 - Yes, they can advise some materials or web-sites if you need this and ask them.

P11 - Well, they don't come to you intentionally before an event in order to give some materials. But they are always glad to help if there is a need.

P12 - They advise online courses on it.

P13 - I have heard about some trainings.

P14 - I guess no.

P15 - They don't use this very term but sometimes we are provided with recommendations.

P16 - I haven't heard anything like this.

13. Do you think it is important to know foreign languages when you work globally or translation services are enough?

“Gazprom Neft”:

P1 - As I've said, it is.

P2 - Translators may be helpful. But a true professional should be able to it herself or himself.

P3 - Today, knowledge of 1-2 foreign languages ??at a level close to the native speaker is already the norm. It's a shame if one doesn't speak them.

P4 - It is better to know a foreign language at a high level to understand the essence of the negotiations and the positions of the parties, but the use of translators is helpful as well - it gives additional time to think about the negotiating position (while the translator performs the translation).

P5 - It is extremely important.

P6 - Translators can be helpful but your professionalism is reflected by your own skills.

P7 - I think, employees should know and use foreign languages without the help of translation services.

P8 - I prefer to work by myself.

Swedish pharmaceutical company:

P9 - I think that the work success will be quite limited in case one doesn't know at least one foreign language.

910 - Translators can be helpful but it is necessary to know foreign languages.

P11 - In today's business you are not a preferable candidate if you don't know foreign languages.

P12 - Foreign languages are necessary today. Of course we cannot know all of them and sometimes we need to ask translators for the help. But an employee should be able to communicate with foreigners on his or her own too.

P13 - I think it is obligatory to know foreign languages for those who work in an international company.

P14 - It is extremely important.

P15 - It is essential to know foreign languages when you work globally. It is challenging to build interpersonal communication when you speak different languages.

P16 - It is obligatory.

14. Do you have conflict management skills? Do you think they are useful in international cooperation?

“Gazprom Neft”:

P1 - I have. Of course, they are useful and necessary.

P2 - I think I have a general representation but I would like to be more competent in this question. These skills can be really useful.

P3 - I have basic skills based on a scientific approach. Conflictology is important, but knowledge of its theory must be supported by behavioral models brought to automatism.

P4 - I have these skills and I believe they are necessary in any work.

P5 - I do. I think they are useful and helpful.

P6 - I would like to improve these skills. I think they are important.

P7 - If course, conflictology is obligatory. I think, all the employees in our company have these skills.

P8 - I do have them. Work process is impossible without conflict management.

Swedish pharmaceutical company:

P9 - I used to be trained in conflict management and the ways to avoid conflicts. I think, it is extremely important.

910 - Yes, I work with people and I must have these skills.

P11 - These skills are necessary if you work with people.

P12 - I used to go to special courses on conflictology as it is impossible to survive without it in business.

P13 - Oh yes, we all should have these skills. Conflicts are in the people's blood.

P14 - I know the general information on this topic but it is needed to learn more as it is essential when you work with people.

P15 - Obviously, you mean conflicts, their origin, causes and effects. If one has this skill, then there is a chance to minimize the possibility of the conflicts appearance.

P16 - I am a beginner in this topic. I think it is obligatory to have conflictology skills.

15. Are you provided with conflict management courses or seminars in your organization?

“Gazprom Neft”:

P1 - Yes again. Our company develops its employees' skills and qualifications.

P2 - I think so. Our company is keen on its employees' development.

P3 - I've heard that employees can be recommended to go to some courses, and if they don't improve their situation and remain incompetent, they are fired.

P4 - Yes, we are, in the framework of qualification improvement and development program.

P5 - Yes, we are.

P6 - Our company provides all the necessary trainings.

P7 - Of course. What is more, our company is ready to spend much money in order to develop its employees. Workforce is the engine of the success.

P8 - Yes, we are. Personally, I used to go to the similar trainings.

Swedish pharmaceutical company:

P9 - Yes, our company is ready to help those who need it.

910 - Our managers sometimes announce that there is an opportunity to go to a really good course.

P11 - We can find such courses ourselves but sometimes our company provides seminars.

P12 - Our company is focused on business quality so we are provided with many seminars of diverse directions. Conflictology methods as well.

P13 - I don't know, to be honest.

P14 - I don't think so.

P15 - One can ask managers to help with the courses.

P16 - Yes, I often hear these announcements.

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