Content area
Effective conflict resolution in intercultural communication entails utilizing strategies for managing cultural conflicts based on scientific approaches and research. The aim of this research is to assess and identify strategies that aid in managing conflicts arising in intercultural interactions, particularly those aimed at overcoming cultural barriers and fostering positive interactions among representatives of different cultures. An online survey method was employed in this study, and statistical methods, including comparative analysis of means and computation of t-values, were used for data processing and analysis. Experimental results indicate statistically significant differences between the control and experimental groups in resolving intercultural conflicts. The mean value in the group employing specific conflict management strategies was significantly higher (75 compared to 70 in the control group), indicating more successful resolution of conflict situations. t ≈ 8.66 denotes significant differences between the groups. The findings of the study confirm the effectiveness of utilizing specific conflict management strategies in intercultural communication. This article underscores practical significance as it offers concrete strategies and tools for effective conflict management among professionals in the field of intercultural communication. The research outcomes can be leveraged to enhance communication strategies in organizations and promote increased levels of mutual understanding and cooperation among representatives of different cultures.
Introduction
Conflict is an inherent component of sociocultural adaptation, especially in intercultural interactions. Managing conflicts in these situations requires a high level of cultural intelligence and the ability to interact in conflictual situations. Cultural intelligence helps in understanding and accepting cultural differences, thereby facilitating conflict resolution. It encompasses a cognitive component (knowledge about cultures), a willingness to interact with representatives of other cultures, and flexibility in adapting behavior to cultural contexts. In this regard, conflict communicative behavior can act as a mediator or moderator in creating adaptive responses to cultural challenges. Such an approach allows for a better understanding of the relationship between conflict behavior, cultural intelligence, and sociocultural adaptation, which is crucial for building successful intercultural relationships (Ayoko et al. 2022). Sociocultural adaptation refers to the process through which foreigners or minorities assimilate the norms, values, and behaviors of the dominant culture. Communication and cross-cultural adaptation complement each other in the process of interaction among representatives of different cultures (Kim, 1988). Effective communication is a key element of successful adaptation to a new cultural environment. It helps establish connections with representatives of other cultures, understand their values and traditions, and avoid misunderstandings and conflicts (Boroş et al. 2010). On the other hand, cross-cultural adaptation involves the ability to communicate effectively in a new cultural environment and understand and accept its peculiarities (Rozhkov, 2024). Communication in this context plays a crucial role in building positive relationships with new acquaintances and in successfully adapting to a new culture. Thus, the interaction between communication and cross-cultural adaptation contributes to the establishment of mutual understanding and harmonious intercultural relationships (Ellis and Maoz, 2003).
Understanding and overcoming cultural differences in communication with representatives of different cultures is an important aspect of intercultural interaction. This facilitates the establishment of effective relationships, contributes to conflict resolution, and promotes the development of mutual understanding and tolerance. Particularly in the modern world, where globalization leads to increased convergence of different cultures, skills for effective interaction with individuals of other nationalities become crucial for ensuring harmony and peace (Remland et al. 2023). Achieving effective intercultural communication requires combining intercultural competencies with creativity competencies. Intercultural competence involves awareness and understanding of cultural differences, as well as the ability to adapt to them in communication (Braslauskas, 2021). In intercultural communication, creativity manifests in the ability to generate new ideas and methods for resolving issues arising in interaction with representatives of other cultures. Combining these competencies helps create an atmosphere of mutual understanding, contributes to conflict resolution, and fosters the building of positive intercultural relationships.
Managing intercultural conflicts is a complex process that requires a deep understanding of cultural differences and effective communication skills with representatives of different cultures. This process involves not only understanding cultural nuances but also the ability to identify and resolve conflicts that may arise due to these differences (Huang and Bedford, 2009). One key aspect of managing intercultural conflicts is the ability to adapt to different communication styles and show empathy toward the views and values of others (Euwema and Van Emmerik, 2007). Achieving successful outcomes in such management requires a profound knowledge of cultural peculiarities and considering them in conflict resolution. It is also important to build trust and cooperation with all interaction participants, which is fundamental to successful intercultural conflict management (Mayer and Louw, 2012). Inventorying styles of intercultural conflict helps identify which approaches are most effective in different situations and among different cultural groups, enabling the development of more adaptive conflict management strategies and promoting increased levels of understanding and acceptance in various cultural environments (Hammer, 2005).
Conflict management in international business is a key aspect of successful enterprise operation in an intercultural environment. Cultural differences may hinder cooperation and require a special approach to conflict management. Effective conflict management involves understanding cultural contexts, the ability to listen to and understand conflicting parties, as well as the ability to quickly and constructively respond to emerging issues (Liu et al. 2020). Cultural characteristics of society, such as power distance, uncertainty avoidance, collectivist or individualist values, as well as gender roles, directly influence negotiation styles and approaches. Cultural intelligence also refers to the ability to interact effectively with people from different cultures. Negotiators with high levels of cultural intelligence are better able to understand these cultural influences and apply more flexible and adapted negotiation strategies. This enhances the effectiveness and outcome of the negotiation process, even between parties with different cultural values (Caputo et al. 2019). Similarly, emotional intelligence proves to be quite valuable in the implementation of large-scale infrastructure projects. This is explained by the fact that employees with more developed emotional skills are better equipped to handle various conflict situations that may arise during such large and complex tasks. Employees who can manage their emotions and establish trust-based relationships are more capable of effectively addressing emerging issues and guiding the team toward a common goal (Khosravi et al. 2020).
Thus, despite a significant number of prior studies, a comprehensive understanding of the relationship between conflict behavior, intercultural intelligence, and sociocultural adaptation within the context of international business remains an unresolved issue. This study aims to fill this gap by investigating the connection between the characteristics of communicative behavior and the level of cultural intelligence in the international business environment. The research combines quantitative and qualitative methods, incorporating an experimental component through the simulation of intercultural business situations. This approach will provide deeper insights into the dynamics of intercultural conflicts in a business context and contribute to the development of more effective management strategies for these conflicts. The specific research questions aim to identify the main causes and factors contributing to the emergence of conflicts in intercultural communication; analyze various strategies for managing cultural conflicts, their effectiveness, and their application in practical situations; and conduct a comparative analysis of the effectiveness of cultural conflict management strategies in intercultural communication through experimentation. The described approach will provide an understanding of the dynamics of intercultural conflicts in the business context and contribute to the development of more effective strategies for managing these conflicts.
Literature review
Research dedicated to the issues of ineffective intercultural communication and adaptation to new cultural environments highlights pathways for developing skills and competencies for successful intercultural communication and conflict resolution (Singh, 2020). The author emphasizes that effective communication can contribute to building better intercultural relationships, which in turn facilitates better adaptation and conflict resolution. A key aspect is the recognition that most conflicts arising in interactions with representatives of other cultures stem from misunderstandings. Therefore, studying intercultural communication and developing relevant skills can prevent conflicts and promote more straightforward adaptation. The author stresses the importance of studying intercultural communication for education abroad, business, public relations, adaptation to a new culture, and other spheres, as it becomes necessary in everyone’s life. Another study focuses on the multidimensionality of interethnic conflict in Bali and Lampung, highlighting the need for a more culturally oriented and local approach to conflict resolution (Eko and Putranto, 2021). Using the “face-to-face” negotiation theory and a qualitative approach, the article explores the relevance of cultural competence in conflict resolution assessment. The results show that Balinese typically use face solidarity, face concern, bilateral negotiations, and accommodation. Lampungese employ tactful face work, self- and other-interest, biconstruction, and dominance. Regarding cultural competence, Balinese discourse demonstrates appropriateness and effectiveness based on local wisdom such as Tatvamasi, Tri Hita Karana, and Menyama Braya, while Lampungese discourse utilizes communicative adaptation based on Muakhi, Piil Pesenggiri, and Ngangken.
The article discusses the concept of cultural conflict from an interdisciplinary perspective, reviews models of strategies for resolving cultural conflicts in various fields, and provides examples of using such strategies in business and technical communication practice (Wang, 2018). The author emphasizes that there is no universal model for resolving cultural conflicts and calls for further research to determine effective strategies in this field. As a result of the study, it was found that cultural conflicts are common in multicultural work teams, as they stem from the diversity of individual and group cultural values. Managing such conflicts requires a combination of understanding, openness, and tolerance, as well as the ability to compromise and manage interdependently. To effectively resolve cultural conflicts, it is important to consider the contextual, historical, and individual characteristics of participants, as well as actively implement strategies of intercultural understanding and cooperation.
This study examines the dynamics of conflict situations in bilingual academic meetings, focusing on the exploration of different communication styles used by Chinese and American university instructors (Lü, 2018). The research employs ethnographic observation methods as well as post-meeting interview data to analyze the relationship between cultural differences and the tension they create. The results indicate that differences in perceptions of meeting protocols and decision-making can lead to conflicts, especially among leaders from different cultural contexts. The authors recommend a deeper intercultural understanding of meeting processes as a way to address such conflicts. The study analyzes the relationship between intercultural sensitivity and conflict management styles in a hypothetical cross-cultural organizational situation (Tong and Chen, 2008). The results obtained from 253 participants indicate the presence of both positive and negative relationships between these two dimensions. Specifically, a positive correlation between intercultural sensitivity and conflicts was found, suggesting that individuals with higher levels of intercultural sensitivity tend to employ more constructive conflict management strategies. Negative correlations were also identified between intercultural sensitivity and certain conflict management styles, indicating that increased intercultural sensitivity may be associated with less effective conflict management strategies in certain situations.
The study examines the impact of cultural and educational exchanges on relations between populations of warring states and societies (Deardorff, 2018). The authors argue that to better understand this phenomenon, it is necessary to explore the fundamental theories underlying it. The research is interdisciplinary and employs theoretical approaches from various fields to analyze the issue. The authors illuminate key theoretical concepts related to cultural and educational exchanges, including theories of intercultural competence, intercultural development, conflict resolution, and peace education. Studies indicate that it is impossible to fully illuminate complex processes using one concept alone, and only deep understanding can contribute to the development of effective cultural and educational exchange programs in international relations. The authors’ book presents the results of research on learning processes in the context of internationalization, focusing on specific practical cases from around the world. (Deardorff and Arasaratnam-Smith, 2017). The authors explore the role of higher education in this process and offer practical examples of integrating these ideas into student preparation for global education. The research shows that higher education can contribute to the development of intercultural competence for peacebuilding post-conflict and how to integrate these ideas into the educational process to prepare students for global education. Another study found that cultural intelligence proved to be a significant predictor of conflict management styles in multicultural environments (Gonçalves et al. 2016). Participants with higher levels of cultural intelligence showed greater flexibility and interest in different conflict management styles. On the other hand, self-control proved to be a dispositional and conflicting predictor in the choice of conflict management styles, indicating that the influence of this personality trait may be more complex and context-dependent. It was also found that self-monitoring plays an important role in the choice of conflict management styles, but its impact is particularly noticeable in the choice of dominant style in conflict situations. The study dedicated to exploring the relationship between cultural intelligence (CQ) and conflict management styles showed that cultural intelligence is an important indicator of conflict management styles, while self-control proved to be a dispositional and conflicting indicator regarding these styles (Hartl, 2022). Self-control was a significant predictor of conflict management, but it influenced the choice of dominant style in conflict situations.
The article by Aririguzoh (2022) is also dedicated to the analysis of effective strategies for managing intercultural conflicts that arise in the globalized business environment. Ineffective intercultural communication is recognized as a primary source of such conflicts, which hinder the establishment of harmonious relationships between representatives of different cultures. The findings provide insights into the dynamics of intercultural conflicts in the business context and offer specific recommendations for developing more effective strategies for their resolution. This makes a significant contribution to the study of intercultural communication and collaboration (Aririguzoh, 2022).
This literature review underscores the importance of intercultural communication and conflict management in the contemporary world. It explores the development of skills for intercultural communication, managing cultural differences in conflict situations, the application of conflict management strategies, and their relationship with intercultural sensitivity. The study highlights the significance of understanding and embracing differences in cultural values and communication styles for successful collaboration and conflict resolution in multicultural environments.
The primary gap lies in the need for more emphasis on non-Western cultural contexts, which limits the understanding of the diversity of intercultural interaction strategies on a global scale. Most research focuses on Western models of conflict resolution, while the exploration of cultural approaches in Asia, Africa, and Latin America requires further development. Additionally, there is a lack of attention to practical experiments and the implementation of these models in real conflict situations. Another limitation is the restricted examination of the roles of emotional and cultural intelligence in shaping behavior in intercultural conflicts. Moreover, greater attention should be given to the concepts of intercultural competence in the context of rapid globalization and the advancement of technologies that are transforming the nature of communication and conflicts. Our article is considered important and timely due to the increasing demand for intercultural communication in the modern globalized world, which is not only a necessity but also a key factor in successful interaction between different cultures. With the growing international mobility, advancements in technology, and global exchange of ideas, people from different cultures encounter each other much more frequently in various spheres of life. However, this diversity can lead to misunderstandings, conflicts, and failures if the peculiarities of cultural contexts are not taken into account. The article aims to identify the main reasons underlying these conflicts and analyze different strategies to manage them in order to find the most effective methods of resolution. Through conducting experiments, we seek not only to theoretically understand the problem but also to practically test the effectiveness of the applied strategies in real situations of intercultural interaction. Such an approach will not only contribute to the further development of the theory of intercultural communication and conflict resolution but also provide a valuable practical contribution to improving understanding and cooperation among people from different cultural and social backgrounds.
Problem statement
This study aims to analyze and identify effective conflict management strategies arising in intercultural communication, particularly those aimed at overcoming cultural barriers and ensuring positive interactions among representatives of different cultures. However, the novelty lies in the experimental component, which will allow for comparing the effectiveness of these strategies in real conditions of intercultural communication. Such an approach will enable obtaining specific data and recommendations for practical application in managing conflicts between cultures.
The objectives include:
Identifying the main causes and factors contributing to conflicts in intercultural communication, as well as analyzing the relationship between psychological and cultural characteristics of intercultural communication participants and conflict emergence.
Analyzing various strategies for managing cultural conflicts, their effectiveness, and application in practical situations. Additionally, investigates the impact of modern technologies and online platforms on managing cultural conflicts in intercultural communication, including exploring the possibilities of using virtual environments to reduce conflict situations and enhance cultural sensitivity.
Comparative analysis of the effectiveness of strategies for managing cultural conflicts in intercultural communication through experimentation.
Methods and Materials
Study design
An experimental design was selected for the study, involving a division into control and experimental groups. Participants in both groups engaged in specially designed scenarios of intercultural conflicts; however, only the experimental group employed specific strategies for managing these conflicts. The control group did not receive any instructions regarding conflict management, allowing for an analysis of the impact of particular strategies on conflict resolution. To enhance the cultural sensitivity of the participants in the experimental group and to assess the influence of contemporary technologies on conflict resolution, virtual applications such as CultureMee, Talaera, Virtual Reality Diversity Training, Cultural Detective, and Kwema were utilized (Table 1).
Table 1. Conflict situations and management strategies in intercultural communication: A comparison of control and experimental groups.
Situation of Conflict | Conflict Management Strategy in the Control Group | Conflict Management Strategy in the Experimental Group |
|---|---|---|
Misinterpretation of gestures or symbols between cultures, leading to misunderstanding and offense | Seeking justification for the actions of a representative from another culture or explaining one’s own traditions and intentions | Utilizing an active listening strategy to understand the perspectives of a representative from another culture, and employing a cooperation strategy to find mutually beneficial conflict resolution |
Inability to reach a common decision due to different approaches and values | Resolving conflict through arguments and the use of power or positional struggle | Applying a compromise strategy to find a middle ground between different approaches, or a relationship-building strategy to support dialog and collaboration |
Divergent approach to group work: individual vs. collective | Maintaining one’s position and attempting to persuade others to see one’s point of view | Utilizing an education strategy, demonstrating the advantages of both approaches and shared opportunities for mutual benefit |
Author’s design.
Sampling
The study involved a group of 146 individuals working at the China World Trade Center, Beijing’s largest international business center, which employs professionals from different countries and with diverse cultural backgrounds. This place provided a suitable environment for studying cross-cultural communication. The main criteria for selecting the participants were their active involvement in cross-cultural communication on a professional level, experience working in a multicultural environment, and regular participation in international projects and activities. The participants were required to actively engage in daily communication with representatives from various cultures, using their skills to share information. They also needed to have substantial work experience in cross-cultural teams. Ensuring diversity in the cultural and national representation of participants was also a necessary criterion, which allowed for the creation of a representative sample for studying intercultural conflicts. The age range of participants (from 23 to 48 years) was established to include both young professionals and experienced practitioners, while gender balance was maintained in both the experimental (40 women, 33 men) and control (35 women, 38 men) groups. Additional selection criteria included willingness to participate in a long-term study, openness to learning and applying new conflict management methods, and a basic understanding of cultural differences and their impact on the work environment. The professional experience of participants in the international business environment ensured the practical relevance and reliability of the study’s findings in the context of intercultural conflict management.
Experimental process
Before the commencement of the study, participants underwent a briefing regarding the format of the research, provided informed consent, and received relevant instructions concerning confidentiality. Preliminary interviews were also conducted to assess the level of intercultural competence of each participant, ensuring that all individuals possessed a sufficient understanding of the nature of conflicts.
During the experiment, participants were presented with typical intercultural conflict situations modeled on real workplace scenarios, accompanied by detailed explanations of the circumstances surrounding each situation. The conflict scenarios were framed within various cultural contexts. Instructions for interpreting the conflicts were minimal for the control group, allowing for the observation of natural reactions to the situations. The experimental group received additional explanations through virtual applications. Instances of differing interpretations of the scenarios were documented, and their impact on the research outcomes was analyzed.
Different interpretations of the conflict situations were not dismissed; rather, they were viewed as part of the cultural differences that the research sought to examine, enabling conclusions about the flexibility of conflict resolution strategies. Both groups were placed in simulated intercultural communication conflict situations. The control group acted intuitively, while the experimental group utilized defined conflict resolution strategies incorporating virtual tools.
After the conclusion of each simulated conflict situation, participants completed a survey to evaluate the effectiveness of their actions (Appendix). Data were collected using a questionnaire developed based on validated scales to measure levels of intercultural sensitivity and conflict resolution abilities. The questionnaires included items addressing participants’ understanding of conflict situations, the effectiveness of the strategies employed, as well as their stress levels and comfort during conflict resolution. All questionnaire items were carefully examined for cultural neutrality to avoid biased interpretations of results by participants from diverse cultural contexts. Furthermore, the Intercultural Sensitivity Scale (ISS) was employed to assess participants’ cultural sensitivity, which was also evaluated using a Likert scale. The reliability of each scale was verified using Cronbach’s alpha coefficient to ensure the internal consistency of the responses.
Research tools and methods
Data collection involved the use of adapted and validated questionnaires to measure levels of intercultural sensitivity, satisfaction with conflict resolution, and the effectiveness of the strategies employed. The survey instruments were pilot-tested to ensure reliability and clarity. For the analysis of the results, the Student’s t-test was applied, allowing for the assessment of differences between the means of the two groups (experimental and control). The use of the t-test was based on the assumption that the data were normally distributed and that the variation between groups was comparable, which are essential assumptions for this test. The results of the t-test facilitated the determination of whether the difference between the means in the experimental and control groups was random or statistically significant, as well as the evaluation of the p-value for hypothesis testing. Data processing and analysis were conducted using SPSS (Statistical Package for the Social Sciences), which provides a user-friendly interface for conducting statistical tests such as the t-test and allows for rapid retrieval of results, including t-statistic values, degrees of freedom, and p-values.
Pilot testing
Prior to the main experiment, a pilot test was conducted with a small group of 20 participants. This pilot testing facilitated the refinement of the survey instruments and assessed the reliability of the virtual applications utilized in the study.
Research limitations
The primary limitations of the study were the small sample size and the specificity of the context, as the research was conducted in a single business center. This limitation may restrict the generalizability of the findings to other contexts of intercultural communication. Despite the careful preparation and the conducting of preliminary interviews to assess intercultural competence, the selection process itself may have introduced sample bias, as participants who agreed to take part may have had higher initial motivation and interest in intercultural interaction. The use of simulated conflict scenarios, while based on real-life situations, could have created an artificial environment that differed from the natural work setting. An additional source of bias was the difference in instructions between the groups: the experimental group, having access to virtual applications and supplementary explanations, may have demonstrated better results not only due to the effectiveness of the strategies but also because of greater awareness and preparation. The specificity of the international business center context and the limited set of simulated situations may not have captured the full range of real intercultural conflicts, which complicates the generalization of the results to other professional environments and cultural contexts.
Results
Upon analyzing the experiment results, it was determined that participants in the control group noted that their ability to manage conflicts in intercultural communication was at a satisfactory level. They believe that to improve these skills, it is important to conduct more practical exercises and training sessions. Conversely, participants in the experimental group observed positive changes in their approach to conflict management. They utilized active listening and cooperation strategies, which facilitated conflict resolution and improved relationships. Participants also noted that participation in the experiment changed their perception of intercultural conflicts; they no longer consider them an integral part of international communication and understand that with the right strategies, they can be successfully resolved or even avoided (Table 2).
Table 2. Statistical significance test using student’s t-test between two sets of data.
Control group | Experimental group | t-statistics | р-value | |
|---|---|---|---|---|
Sample size | 73 | 73 | ||
Mean value | 70 | 75 | ||
Standard deviation | 12 | 10 | ||
t-statistic | t ≈ 8.66 | |||
р-value | <0.05 |
Author’s design.
The mean value in the group that used these strategies (75) was significantly higher than in the control group (70), indicating a more successful resolution of conflicts by the participants of the experimental group. The t-statistic, approximately 8.66, indicates that the difference between the mean values of the two groups is statistically significant. These results demonstrate the significant impact of using specific conflict management strategies on the effectiveness of resolving intercultural conflicts. Therefore, the use of specific conflict management strategies contributes to the improvement of intercultural conflict resolution. These defined results underscore the importance of considering cultural peculiarities and employing adaptive strategies for successful interaction in intercultural environments (Table 3 and Fig. 1).
Table 3. Results of t-test for group comparison.
Value | |
|---|---|
Degrees of freedom | 144 |
Level of significance | 0.05 |
Critical t-value | ±1.976 |
t-statistic value | 8.66 |
Author’s design.
Fig. 1 [Images not available. See PDF.]
The influence of participants’ psychological characteristics on conflicts in intercultural communication.
Note: Author’s design.
The research results indicate that the psychological and cultural characteristics of participants in intercultural communication significantly impact the emergence of conflicts.
Personality traits (48%) emerged as the most important factor. This suggests that individuals with different personality traits may react differently to cultural differences. For example, individuals with high levels of openness may more easily perceive and understand other cultures, thereby reducing the likelihood of conflicts.
Attitudes and beliefs (33%) also have a significant impact. People with an open attitude towards other cultures are generally more tolerant and less prone to conflicts.
Adaptability skills (15%) proved to be important, as they determine how quickly and successfully a person can adapt to new cultural conditions.
Emotions and perceptions (14%) were found to be less significant factors, but they can also influence the emergence of conflicts. For example, positive emotions and curiosity can contribute to positive interaction, while negative emotions, such as fear or discomfort, can lead to conflicts (Fig. 2).
Fig. 2 [Images not available. See PDF.]
The challenges encountered by participants during the experiment.
Note: Author’s design.
These results indicate that participants in the experiment encountered various challenges in resolving conflicts in intercultural communication. They experienced uncertainty in their abilities (37%), difficulty in implementing new strategies (29%), challenges in communicating with partners from other cultures (19%), and emotional stress (15%). These difficulties underscore the importance of further developing conflict management skills and intercultural communication for effective interaction in international contexts.
Table 4 indicates the effectiveness of various strategies for managing cultural conflicts in intercultural communication, emphasizing that the use of active listening and cooperation strategies can be highly beneficial in understanding the perspectives of other cultures and seeking mutually beneficial solutions. It also highlights the effectiveness of the compromise strategy in finding compromise solutions and the relationship-building strategy for supporting dialog and collaboration. The teaching strategy, which demonstrates the advantages of both approaches, can also be effective. However, each of these strategies has its limitations and requires careful selection depending on the specific situation and the needs of the conflict participants.
Table 4. The assessment of effectiveness and characteristics of cultural conflict management strategies.
Strategy | Effectiveness | Advantages | Disadvantages |
|---|---|---|---|
Active listening and cooperation | High | Facilitates understanding and collaboration | Requires time and effort for effective implementation |
Compromise | Medium | Reaches a consensus quickly | May lead to dissatisfaction from either party with the outcome |
Relationship building | Medium | Supports dialog and collaboration in the future | Requires time and effort to build trust and understanding |
Author’s design.
The analysis of the table on the effectiveness of using virtual applications in the experiment on managing cultural conflicts in intercultural communication indicates varying degrees of acceptability and usefulness of these tools for participants (Table 5). Virtual Reality Diversity Training and Talaera received the highest ratings, indicating their great potential to reduce conflicts and enhance communication effectiveness in intercultural contexts. Meanwhile, Kwema received the lowest ratings, suggesting its limited utility for the experiment participants. CultureMee and Cultural Detective mostly received average ratings, indicating that participants considered these applications less effective compared to other options. These results are important for the further development of virtual conflict management tools and the enhancement of cultural sensitivity in intercultural communication.
Table 5. The effectiveness of using virtual applications in the experiment on managing cultural conflicts in intercultural communication.
Application | Description | Participants Assessment |
|---|---|---|
CultureMee | Provides access to information about cultures of different countries, including advice on cultural differences and exercises for developing cultural sensitivity. | High 47% Average 36% Low 17% |
Talaera | An online platform with training in intercultural communication and leadership, aimed at reducing conflicts and increasing communication effectiveness. | High 58% Average 27% Low 15% |
Virtual Reality Diversity Training | Software that utilizes virtual reality to simulate cultural situations and teach cultural sensitivity. | High 64% Average 19% Low 17% |
Cultural Detective | An interactive tool that helps identify and understand cultural beliefs and values, promoting better understanding. | High 29% Average 54% Low 17% |
Kwema | A safety application that allows quick contact with support services in emergency situations, useful for intercultural travels. | High 3% Average 20% Low 77% |
Author’s design.
Discussion
The conducted study examining conflicts and sociocultural adaptation revealed that conflictive communicative behavior and the level of cultural intelligence are crucial in the process of adapting to the sociocultural environment (Liu and Xu, 2018). The research results confirm that these two aspects interact and influence the way individuals interact with others and develop their socio-cultural competence. Specifically, it was found that a high level of cultural intelligence facilitates the construction of constructive relationships in intercultural settings and contributes to faster adaptation to new cultural norms. Additionally, conflictive communicative behavior can influence the perception and resolution of conflicts that arise in interactions with representatives of other cultures, which also reflects on the level of adaptation to a new socio-cultural environment. A study dedicated to analyzing conflicts and socio-cultural adaptation highlights the role of conflictive communicative behavior and cultural intelligence (Mphahlele, 2021). The results affirm that these aspects play a mediating and moderating role in socio-cultural adaptation. It is noted that conflictive communicative behavior and the level of cultural intelligence influence the success of adaptation to socio-cultural demands and contribute to reducing conflicts in intercultural interactions. The research dedicated to the role of intercultural competence and local wisdom in fostering tolerance discusses threatening trends in diminishing the rights of religious and cultural minorities (Eko and Putranto, 2019). The main focus is on analyzing the experience and practices of tolerance in Kampong Buneng to prevent ethno-religious conflicts. Using accommodation theory and a qualitative approach, the research explores a specific example to illustrate real phenomena. The results show that the convergence strategy is more effective than the divergence strategy. It was also found that local wisdom in Buneng aims to support harmony among village residents rather than emphasizing differences between various identities. In the study devoted to the role of intercultural competence and local wisdom in building tolerance, the results showed that the convergence strategy, aimed at supporting harmony among community members, is a more effective management strategy than the divergence strategy, which focuses on accentuating differences between identities. It was also found that the local wisdom identified in the research contributes to harmony and constructive conflict resolution in an intercultural context (Dai and Chen, 2017). The study, based on data from ten different cultural clusters, aims to integrate these two aspects and examine how cultural values influence conflict resolution styles through emotional intelligence (Gunkel et al. 2016). The research revealed that cultural values, such as uncertainty avoidance and long-term orientation, influence the choice of conflict resolution strategies through the development of emotional intelligence, such as compromise, accommodation, and integration. Additionally, it was found that collectivism negatively affects the preference for a dominating style, while power distance positively influences the preference for avoidance and dominating styles.
The scholarly inquiry exploring the impact of factors on communication and conflict resolution in the intercultural hotel environment has underscored the necessity for personnel flexibility and adaptation to cultural differences, intercultural sensitivity, effective communication, managing customer expectations, and the ability to adapt services to cultural needs (Kenesei and Stier, 2017). The publication on integrating Western and Eastern values for managing intercultural conflicts examines the concepts of individualism, collectivism, and high and low power distance (Chen et al. 2018). The authors found that American managers working in companies with Western low power distance values and Eastern collectivism successfully manage conflicts with Chinese employees. The results indicated that managers valuing collectivism build more trust with Chinese employees, whereas those working in companies with high power distance are more interested in their subordinates’ viewpoints and are more capable of reaching comprehensive decisions. The article explored the role of intercultural communication apprehension (ICA) in intergenerational differences and conflicts in multicultural offices (Trisasanti et al. 2020). The research findings showed that ICA plays a significant role in intergenerational interactions and conflicts, demonstrating how generational differences can lead to conflicts through ICA. It was also found that conflicts arising from cultural differences negatively impact work productivity and morale, which may further decrease productivity. The study examining the influence of collectivism and individualism on conflicts in multicultural offices yielded interesting results (Munezane, 2021). The research involved 130 employees from embassies of ASEAN member states in Jakarta, Indonesia. It was found that willingness to communicate (WTC) affects conflicts in multicultural offices, highlighting the importance of intercultural communicative competence (ICC). The study also demonstrated that constructive conflict resolution in a multicultural environment depends on cultural differences in job performance, expectations, and attitudes, and conflicts may lead to further productivity decline. These findings underscore the necessity of enhancing intercultural skills and awareness of diverse cultural approaches to ensure harmonious relations in multicultural groups.
Jordan and Troth, (2021) focused on examining the relationship between emotional intelligence (EI) and team performance, conducting a study involving 350 respondents across 108 teams. Their findings confirmed a positive correlation between EI and team effectiveness, particularly in the context of conflict resolution. Expanding on this theme, Darvishmotevali et al. (2018) broadened the understanding of EI’s role by exploring its impact on employee creativity in the hospitality industry. Based on data from 283 employees working in four- and five-star hotels, they found a positive influence of EI on creative productivity, especially in environments characterized by uncertainty. Further deepening the understanding of the role of various forms of intelligence, Jyoti and Kour, (2017) examined the interrelationship between social (SQ), emotional (EQ), and cultural (CQ) intelligence in the Indian banking sector. Their analysis of data from 342 managers revealed that EQ and SQ significantly affect the development of CQ, with intercultural adaptation playing a key mediating role in enhancing work effectiveness. This demonstrates the progressive development of the understanding of emotional intelligence’s role, from its influence on teamwork to more complex interrelationships with creativity and cultural adaptation in a globalized business environment.
The findings of our study indicate the effectiveness of various strategies in managing cultural conflicts in intercultural communication, confirming that the use of active listening and cooperation strategies can be highly beneficial in understanding the perspectives of other cultures and seeking mutually beneficial solutions. Additionally, the results corroborate the effectiveness of the compromise strategy in finding compromises and the relationship-building strategy to support dialog and cooperation. It also underscores that a teaching strategy, that integrates the advantages of both approaches, can be highly effective. However, each of these strategies has its limitations and requires careful selection depending on the specific situation and the needs of conflict participants. Experiment participants also encountered various difficulties in resolving conflicts in intercultural communication; they felt uncertain about their abilities, faced challenges in using new strategies, experienced difficulties in communicating with partners from other cultures, and felt emotional stress. These difficulties highlight the importance of further developing conflict management and intercultural communication skills for effective interaction in international settings. The analysis of the effectiveness of using virtual applications for managing cultural conflicts in intercultural communication highlighted the diverse levels of usefulness of these tools for participants. The research results underscored the significance of psychological and cultural aspects in the emergence of conflicts in intercultural communication. Personality traits emerged as the most important factor, demonstrating that different personalities may react differently to cultural differences. Attitudes and beliefs also have a significant impact, and individuals with an open attitude toward other cultures tend to be more tolerant. Adaptation abilities determine how quickly and successfully a person can adapt to new cultural conditions. Emotions and perceptions can also influence conflicts, with positive emotions fostering positive interactions, while negative ones can lead to conflicts.
In general, the results confirm that the use of specific conflict management strategies contributes to the improvement of intercultural conflict resolution. They underscore the importance of considering cultural particularities and employing adaptive strategies for successful interaction in intercultural environments. This study highlights the significant role of cultural context in shaping the cognitive and emotional aspects of interpersonal interaction, complementing existing theories of dispute resolution that often overlook cultural nuances and differences in problem-solving approaches. It was found that cultural flexibility and the development of empathy are critical for effectively overcoming conflicts in a multicultural environment. While this supports previous findings, our work introduces new dimensions related to emotional responses, the interpretation of nonverbal cues, and the establishment of mutual trust.
The practical implications of our findings are promising, as they can encompass a variety of real-world intercultural interactions. In international business, considering cultural differences can help mitigate misunderstandings among employees from diverse backgrounds. In education, such an approach can foster a more tolerant and inclusive environment for students of various cultures. In the realm of diplomacy and international organizations, these strategies can assist in resolving political or economic disputes, thereby enhancing mutual understanding and increasing the likelihood of successful negotiations.
The advantages of the proposed approach include reduced emotional tension, strengthened trust, and the prevention of conflict escalation, contributing to long-term collaboration and deeper intercultural understanding.
Conclusions
The study revealed that the use of specific conflict management strategies significantly influences the effectiveness of resolving intercultural conflicts. Participants who applied these strategies demonstrated significantly higher success rates in conflict resolution compared to the control group. These findings underscore the importance of considering cultural peculiarities and employing adaptive strategies for successful interaction in intercultural environments. Participants also highlighted several key aspects that they found particularly useful and interesting during the experiment, emphasizing the significance of learning and developing conflict management skills in intercultural communication. Thus, the research results indicate the effectiveness of certain conflict management strategies in intercultural communication and confirm the necessity of their utilization to enhance mutual understanding and cooperation in international interactions.
Future research prospects in the field of conflict resolution in intercultural communication involve a deeper exploration of specific conflict management strategies in various cultural contexts, studying the influence of cultural aspects on conflict perception and resolution, developing new strategies considering the specificity of intercultural communication, analyzing the impact of media and technology on conflicts, examining intercultural cooperation, and assessing the influence of globalization on conflicts and their resolution. These research directions aim to deepen the understanding of conflict management mechanisms in intercultural communication and develop more effective strategies for resolving such conflicts.
Author contributions
Weihong Guo confirms sole responsibility for the following: Conceptualization; Data curation; Formal analysis; Funding acquisition; Investigation; Methodology; Project administration; Resources; Software; Supervision; Validation; Visualization; Roles/Writing – original draft; Writing – review & editing.
Funding
This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors.
Data availability
All data generated or analyzed during this study are included in this published article.
Competing interests
The author declares no competing interests.
Ethical approval
The study was approved by the Local Ethics Committees of Shandong Management University (Protocol No. 6 of November 10, 2023). All research was performed in accordance with relevant guidelines/regulations applicable when human participants are involved - Declaration of Helsinki. Scope of approval: experiment with specially designed scenarios of intercultural conflicts including workers in international business centers.
Informed consent
All participants provided informed consent to participate in the study. They were assured full confidentiality and the right to withdraw from the research at any time without any consequences. Scope of the consent - The questionnaires were completed anonymously, and the collected data were processed without the inclusion of personal identifiers. 146 professionals working in an international business center gave their written informed consent (as one of the questions at the beginning of the questionnaire) before the experiment – December 07, 2023). The study did not involve vulnerable individuals. No payment was included.
Supplementary information
The online version contains supplementary material available at https://doi.org/10.1057/s41599-025-04391-0.
Publisher’s note Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.
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