Definitions
Cultural competence
Cultural competence is the ability to understand and respect differences in values,
behavior, and communication styles between people from different cultural backgrounds.
It helps a person avoid misunderstandings and communicate respectfully.
Communicative competence
Communicative competence is the ability to use language effectively and appropriately in
different situations. It includes choosing the right words, tone, and level of politeness
depending on the context and the people involved.
Cross-cultural competence
Cross-cultural competence is the ability to communicate successfully with people from
different cultural, linguistic, or social environments. It involves adapting communication
style and being open to different perspectives.
Part 2. Communication Episodes
⸻
Episode 1 — Communication with a Foreign Customer (Cross-cultural)
Notice
While working as a sales assistant, I communicated with an English-speaking customer. I
noticed that the customer often used indirect expressions such as “Maybe I’ll think about
it” and smiled politely instead of giving a clear answer. I interpreted it as interest in the
product.
Interpret
From a cultural perspective, indirect communication is common in many English-
speaking cultures because people try to sound polite and avoid direct refusal. From a
situational perspective, the customer may simply have been unsure or did not want to hurt
my feelings as a salesperson.
Adapt
Next time, I would not assume that polite language means agreement or interest. I would
ask clarifying questions and give the customer more space to decide. I would also use
softer language and avoid pressure.
Repair
“Thank you for your interest. If you need more time to decide, that’s completely okay.
Let me know if you have any questions.”
Episode 2 — Communication with a University Teacher
Notice
During university communication in English, I asked a teacher a question directly
without using polite hedging expressions. The teacher answered briefly and seemed
distant. I noticed a more formal tone and less emotional reaction.
Interpret
Culturally, academic communication often requires more formality and respect for
hierarchy. Students are expected to use polite academic language. Situationally, the
teacher might have been busy or expected a more structured question.
Adapt
Next time, I would start with polite phrases and provide context before asking a question.
I would use formal language and acknowledge the teacher’s authority.
Repair
“Sorry if my question sounded too direct. I would like to clarify one point about the
assignment, if possible.”
Episode 3 — Online Group Work Communication
Notice
In an online group project, one student stayed silent during discussions but later disagreed
with decisions in messages. The silence during meetings confused me because I assumed
agreement.
Interpret
Culturally, some people avoid open disagreement in group discussions to maintain
harmony. From an individual perspective, the student might have felt shy or lacked
confidence speaking English in real time.
Adapt
Next time, I would invite participation directly and create a safer communication
environment by asking everyone’s opinion individually.
Repair
“I noticed we may have different opinions. I’d really like to hear your ideas so we can
find the best solution together.”
Part 3. Competence Model
A real situation where cross-cultural communication is important for me is working as a
sales assistant with customers from different backgrounds. My typical communication
challenge is understanding indirect communication and polite refusals. Sometimes
customers say polite phrases that sound positive, but they actually mean refusal.
This happens because communication styles differ across cultures. In some cultures,
people prefer direct communication, while in others indirect language is used to maintain
politeness and avoid conflict. Power roles also influence communication because
customers expect respectful and professional interaction.
To improve my cross-cultural competence, I need to listen more carefully to tone and
context instead of only words. I can ask clarification questions, observe communication
patterns, and practice polite English expressions. Developing awareness of cultural
differences will help me communicate more effectively and avoid misunderstandings in
professional situations.