Intercultural Communication Apprehension as a Mediator between Generational Differences and Conflict

Main Article Content

Handini Trisasanti
Wanchai Dhammasaccakarn
Idsaratt Rinthaisong
Banthita Limpradit

Abstract

Successful communication skills support work and academic activities. However, people with different cultural backgrounds can struggle to communicate with each other, causing conflict and reduced productivity. This study investigated the mediating role of intercultural communication apprehension (ICA) on the relationship between generational differences and conflict in multicultural offices and aimed to explore the causes of conflicts in such offices as well as its effect on work performance and mood. The study utilized a mixed-methods approach with a quasi-mixed design. A sample of 130 employees from the embassies to the Association of Southeast Asian Nations (ASEAN) in Jakarta, Indonesia, participated in the research. The quantitative analysis revealed that ICA is a strong mediating variable between generational differences and conflict, demonstrating how generational differences can lead to conflict when mediated by ICA. The main effect of ICA was significant (t = -.84, p = .40, 95% CI [-2.77, 1.12], bootstrap 5000). Qualitative data indicated that the conflicts caused by cultural differences in multicultural environments resulted from differences in work performance, expectations, and attitudes. Conflicts affected work performance and mood, resulting in a further reduction of productivity. This study contributes to improving communication in multicultural offices by demonstrating the benefits of lower ICA levels and recommending ways to reduce conflict between colleagues with different generations and cultural backgrounds.

Article Details

How to Cite
Trisasanti, H., Dhammasaccakarn, W., Rinthaisong, I., & Limpradit, B. (2020). Intercultural Communication Apprehension as a Mediator between Generational Differences and Conflict. The Journal of Behavioral Science, 15(3), 66-84. Retrieved from https://so06.tci-thaijo.org/index.php/IJBS/article/view/241788
Section
Research Articles
Author Biographies

Handini Trisasanti, Department of Educational Foundation, Faculty of Liberal Arts, Prince of Songkla University, Thailand.

Handini Trisasanti obtained her master’s degree in Human and Social Development from Prince of Songkla University in 2019. She works under the supervision of Assoc. Prof. Dr. Wanchai Dhammasaccakarn. Her research is centered on intercultural communication apprehension of employees in multicultural offices.

Wanchai Dhammasaccakarn, Department of Educational Foundation, Faculty of Liberal Arts, Prince of Songkla University, Thailand.

Assoc. Prof. Dr. Wanchai Dhammasaccakarn is an Associate Professor of Applied Behavioral Science Research at Faculty of Liberal Arts, Prince of Songkla University, Thailand with over 20 years of research experience in the applied behavioral science area. The current research interests in Dr. Dhammasaccakarn's group include: (1) Development studies (community and local development); (2) Empowerment; and (3) Behavioral science research methodology.

Idsaratt Rinthaisong, Department of Public Administration, Faculty of Liberal Arts, Prince of Songkla University, Thailand.

Dr. Idsaratt Rinthaisong earned his Ph.D. degree in Applied Behavioral Science Research from Srinakharinwirot University, Thailand. He has coauthored over 30 publications in five years including The Journal of Behavioral Science and Kasetsart Journal of Social Sciences. He is currently a lecturer in Department of Public Administration, Prince of Songkla University, Thailand. His current research focuses on advanced research methodology in social and behavioral sciences.

Banthita Limpradit, Department of Educational Foundation, Faculty of Liberal Arts, Prince of Songkla University, Thailand.

Dr. Banthita Limpradit obtained her doctorate’s degree in Tourism Management from University of Bedfordshire, United Kingdom. Recently she published the paper on Tourism and Poverty Reduction: the effect of tourism on livelihood of local people on Bulon Island Satun Province, Thailand with Journal of Yala Rajabhat University. She is currently a lecturer in Department of Educational Foundation, Prince of Songkla University, Thailand.

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