Developing Intercultural Competence: Professional Development for University Staff Members

In this dissertation I design, implement and conduct a mixed methods action research project to develop intercultural competence in domestic university staff members. My research took place at my place of employment, a research one university in the American southwest. As the director of an international student service center, I had direct observations of the interactions between domestic staff members and our international students with lower English proficiency. With the observations came the realization that this communication could be both more effective and more efficient. To address this problem, I developed three workshops to provide participants with the skills to have more productive communication with their students. I used a mixed methods approach to investigate how this innovation influenced the three constructs associated with intercultural competence: cultural awareness, cultural empathy and language modification.

Quantitative data consisted of both pre- and post-intervention surveys. Results relating to all three constructs showed significant gain between the pre-intervention and post-intervention surveys. Analysis of the qualitative data engendered four assertions. 1. As staff members learned more about a student’s culture, they become more cognizant of the communication strategies they used and become confident they could reduce conflict, ill-communication and miscommunication between students and staff member. 2. Staff members were not aware of the complexities of the English language. 3. Only after understanding the difficulties non-native English speakers face do the staff members truly understand the student experience and become willing to make sincere efforts to communicate more effectively. 4. It is incumbent on the staff member to everything possible to facilitate a successful interaction with the student.