• Save


Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

Like this presentation? Why not share!

Tour Guide Intercultural Communication Competence



In the rapid expansion of global tourism, tour guides play an important role in bridging cultures. Having an excellent intercultural communication competence (ICC) will be critical for their success. ...

In the rapid expansion of global tourism, tour guides play an important role in bridging cultures. Having an excellent intercultural communication competence (ICC) will be critical for their success. Based on the behavioral expectation model (Pavitt & Haight, 1985), Leclerc & Martin (2004) showed cross-cultural variations of the tour guides’ ICC among the American, French and German travelers. However this study also raises question about the appropriateness of applying ICC frameworks, developed in the US, to other cultures.



Total Views
Views on SlideShare
Embed Views



3 Embeds 26

http://mgmt.talkingvillage.com 13
http://www.slideshare.net 12
http://sinauonline.com 1



Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
Post Comment
Edit your comment

Tour Guide Intercultural Communication Competence Tour Guide Intercultural Communication Competence Presentation Transcript

  • Intercultural Communication Competence of an Excellent Tour Guide - Comparative Studies of Expectation from American, Chinese, and German Tourist Perspectives - by Prof. Dr. Hora Tjitra & Gao Li Zhejiang University, China contact us at hora_t@me.com
  • The “Intercultural” Role of Tour Guide in International Tourism Tourism provide a perfect context for the study of Intercultural Communication Competence (ICC). Through travel, people are temporally migrating to other destinations and cultures, and tourism provides an opportunity for improving international understanding. Tour guide play a special role in these intercultural interactions China is a big market for the international tourism. The World Tourism Organization (WTO) forecasts that China will generate 100 million outbound tourists and become the fourth largest country of tourist origin in the world by 2020. Correspondingly, the number of foreign visitors has increased too. The number of foreign visitors to China is reach 100,000,000 in 2004 according to the China Tourism Green Book. Intercultural Competence and Sensitivity 2
  • Behavioral Expectation Model (Pavitt & Haight,1985) • Individuals hold cognitive notions of what comprises competence in particular contexts. • They then form impressions and evaluations of others’ behaviors based on these notions. • The degree to which the ideal meets the expected is the degree to which behavior is to judged competent Intercultural Competence and Sensitivity 3
  • Tour Guide Communication Competence: French, German and American Tourists’ Perception (Leclerc& Martin 2004) Intercultural Communication Competence according to Martin & Hammer (1989) 1. Nonverbal behaviors micro 2. Topic/content behaviors 3. Conversational management behaviors macro 4. Communicative function dimension • Investigates the applicability and relevance of communication competency research in a cross-cultural tourism setting • Focus on how American, French and German travellers perceived the importance of tour guide communication competence. Intercultural Competence and Sensitivity 4
  • Result The results indicate that there are at least two indicators that suggest possible validity problems Multiple analysis of variance for the behavioural communication competence scales American German Behavioral communication competences scales French (n=54) F value (n=190) (n=107) Approachability 5.56 4.86 4.49  Poise 5.08 4.45 3.77  Attentiveness 5.17 4.28 4.68  4.46 3.84 3.31  Touch Language adaptability 5.89 5.03 4.90  4.40 3.43 3.33  Interpersonal inclusion Assertiveness 3.52 3.33 3.15 Traits* 5.98 6.05 5.00  a. American group perceived CC as more important then Europeans on all dimensions except for the ‘trait’ dimension. b. the European were statistically similar to each other Intercultural Competence and Sensitivity 5
  • Tour Guides’ Intercultural Communication Competence (TCC) Literature review Theoretical Background Empirical Research 1. TCC (Leclerc & Martin, 2004) 1. Theories of ICS focus on communication 2. Method: Questionnaire 2. Research from western perspective 3. Result: cultural differences of TCC among DE,FR,US (Martin &Hammer,1989) 4. Question: appropriateness of applying US TCC framework to other cultures Building Tour Guides' Intercultural Communication Competence Model 1. Group Discussion: new inputs from non US perspective 2. Content analysis: a. Inductive analysis b. Deductive analysis Compare cultural differences on Tour Guides’ Intercultural Communication Competence Cultural Sensitive Questionnaire on TCC - Respondents are international tourists from China, Germany and US Intercultural Competence and Sensitivity 6
  • Qualitative Research Method:Group Discussion (GD) GD Design Data Procedure Videos Introduction Number of participants: 62 Flipcharts Number of groups: 11 Short movies of tour guide • Pure Chinese Groups (5) Preliminary discussion • Chinese - Other Asian Question 1 Groups • Chinese with Korean Divided discussion Pictures of Question 2 & 3 • Chinese with Malaysian Participants • Chinese with Pakistan Plenary discussion • Chinese - Western Groups Question 4 • Chinese with German (2) Closing • Chinese with Australian Intercultural Competence and Sensitivity 7
  • Inductive Content Analysis Procedure (adapted from Mayring, 2000) Research Questions: What is effective tour guide’s intercultural communication competence from the perspective of international travelers? Levels of abstraction for inductive categories 1. Dimension level: e.g. Communication Skill 2. Sub dimension level: e.g. non verbal Communication skill 3. Item level: e.g. smile Step by step formulation of inductive categories Three Steps in analyzing each group 1. Generalize at the Third level 2. Generalize at the Second level 3. Generalize at the First level Revision of Categories: After the first, the fourth and the last group, make revision according to related theories Final Results: The Structural categories of TCC Intercultural Competence and Sensitivity 8
  • Deductive content analysis procedure on the transcription of group discussion Reliability Test & Analysis group Results of 5-9 Finish coding manual & reanalysis 1-4 Analysis 2-4 groups Revise Coding Manual Begin with Analysis the first group TCC Characteristics Develop Coding Manual Intercultural Competence and Sensitivity 9
  • TCC Characteristics based on the initial results of inductive content analysis Dimension Sub dimension Cultural knowledge Local knowledge Knowledge Emergent knowledge Procedural knowledge Language ability Good rhetoric Communication skills Active listening Body language Entertainment ability Extroversion Consciousness Traits Confidence Nice appearance Leading role Customer orientation Interpersonal relationship Empathy Renqing Intercultural Competence and Sensitivity 10
  • Tour Guides’ Intercultural Communication Competence from the cultural perspectives Based on the ICC model generated in the group discussion, a fifty-one items questionnaire was developed. The questionnaire was distributed to around 300 travelers from China, Germany, American tourists. The questionnaire is composed of four parts: 1. the first one is to detest the cross-cultural experiences of the respondents; the second one is about the expectation for high tour guides’ intercultural 2. communication competence; 3. the third is concerned with the demographic information 4. and the last one is an investigation for the major reason of touring. Hypotheses: H1: American tourist would emphasized communication skills as very important (Leclerc & Martin, 2004) H2: German tourist would like to have an “intellectual” tour guide (Intellectual Autonomy - Schwartz) H3: Chinese tourist would emphasized personality and interpersonal skills of the tour guide (Guanxi - Ren) Intercultural Competence and Sensitivity 11
  • Sample of the Questionnaire Intercultural Competence and Sensitivity 12
  • The respondents’ demographic information Intercultural Competence and Sensitivity 13
  • Cultural Specific Reliability Test of the Four Competence Dimension Reliability Test in the Four Competence Dimension Intercultural Competence and Sensitivity 14
  • Comparison of the expectation of excellent tour guide from the American, Chinese and German Tourists Table 3.3.1 variance analysis of results for TCC from three countries Sum of square df F value knowledge Between-subjects 6.59 2 6.33* Communication skills Between-subjects 27.95 2 29.94** Traits Between-subjects 3.69 2 3.9* Interpersonal relationship Between-subjects 1.30 2 1.41 * P<.05, ** P<.01. Intercultural Competence and Sensitivity 15
  • The conclusion a) For the dimension of Knowledge, there are significant differences among the three countries, of which, Germany hold highest expectation for the knowledge of tour guides’. b) For communication skills, there are significant differences among the three countries, of which, Chinese hold highest expectation for the communication skills of tour guides’. c) With respect to traits, there are significant differences among the three countries, of which, Chinese hold highest expectation for the traits of tour guides’. d) There is no significant difference among the three countries in the area of interpersonal skills. Intercultural Competence and Sensitivity 16
  • Thanks a lot for you attention !! Contact us at: hora_t@me.com Intercultural Competence and Sensitivity