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The response of the receiver to a voiced patient safety concern is frequently cited as a barrier to health professionals speaking up. The authors describe a novel Receiver Mindset Framework (RMF) to help health professionals understand the importance of their response when spoken up to.

The framework draws on the broader receiver-focussed literature and integrates innovative findings from a series of empirical studies. These studies examined different receiver behaviour within vignettes, retrospective descriptions of real interactions and behaviour in a simulated interaction.

The authors' findings indicated that speaking up is an intergroup interaction where social identities, context and speaker stance intersect, directly influencing both perceptions of and responses to the message. The authors' studies demonstrated that when spoken up to, health professionals poorly manage their emotions and ineffectively clarify the speaker's concerns. Currently, targeted training for receivers is overwhelmingly absent from speaking-up programmes. The receiver mindset framework provides an evidence-based, healthcare specific, receiver-focussed framework to inform programmes.

Grounded in communication accommodation theory (CAT), the resulting framework shifts speaking up training from being only speaker skill focussed, to training that recognises speaking up as a mutual negotiation between the healthcare speaker and receiver. This framework provides healthcare professionals with a novel approach to use in response to speaking up that enhances their ability to listen, understand and engage in point-of-care negotiations to ensure the physical and psychological safety of patients and staff.

To make a literary review related to effective management of cultural diversity in organisations and to systematically bring up different views put forward regarding this issue.

First, the literature which covers the “diversity management” and “cultural diversity management” is reviewed in detail and then tried to explore the contributors’ different views about the effective cultural diversity management approach. In the paper these different perspectives about this matter are classified.

The answer to the question of how cultural diversity should be managed effectively cannot be given easily. There are various typologies about the organisational and managerial literature. In order to be able to effectively manage cultural diversity in organisations, it is beneficial to develop a “cultural diversity management model” peculiar to the organisation by considering the positive and negative sides of different perspectives located in this study.

Because the main aim is to make only a detailed literary review and bring up different views through a classification, there are no theoretical interpretations nor personal critiques about the writers’ different perspectives in the paper.

The researchers of this topic would be able to make empiric and theoretical evaluations in the frame of perspectives explored in the paper.

This paper will provide a contribution to cultural diversity in organisations related to its management as an anthology and will be a systematic knowledge base for researchers.

This chapter aims to advance in the analysis of the learner engagement and performance in the use of computer-based games, also known as Serious Games (SG). The chapter describes the learner engagement in relation to the use of SG in individual and collaborative learning activities. The SG learning experience considers the learner engagement in the individual activities observed through their real use of the game and their perceptions of the usefulness of the game and the time-on-task spent. The collaborative use of SG considers additional mechanisms of engagement related to the intragroup relationships – relationships within the same members of the group – and intergroup relationships – relationships between the different groups – such is the degree of interdependence and the degree of competition in the game. The state of the art in the learner engagement in the use of individual and collaborative SG is based in a literature review, and completed by the study case of the individual and the collaborative use of the eFinance Game or eFG (MetaVals) in ESADE Business & Law School. We analyse the current challenges and transfer the knowledge created through the eFG case for the practitioners aiming to promote learners’ engagement through the use of individual and collaborative SG.

The purpose of this paper is to examine the influence of organizational level on employees' perceptions and reactions to a complex organizational change involving proposed work force redesign, downsizing and a physical move to a new hospital.

Participants included executives, supervisory and non‐supervisory staff in a major tertiary hospital. Recorded in‐depth interviews were conducted with 61 employees about the positive and negative aspects of the change.

A total of 12 themes were identified from content coding, including emotional responses and attitudes toward the change, issues about the management of the change process and about change outcomes. Supervisory and non‐supervisory staff referred more to conflict and divisions, and expressed more negative attitudes toward the change, than did executives. Executives and supervisory staff focused more on planning challenges and potential outcomes of the change than did non‐supervisory staff. Finally, compared to other staff, executives focused more on participation in the change process and communication about the change process.

This study examines the organizational change at only one time point in one organization. Perceptions of the change may change over time, and other identities like professional identity may influence perceptions.

These findings suggest that change agents should consider the needs of different organizational groups in order to achieve effective and successful organizational change.

This study clearly shows the impact of organizational level, identifying similarities and differences in perceptions of change across level.

The primary purpose of this chapter is to assess the effects of twenty-five years of the Group Processes Conference on advances in the study of group processes that have taken place between 1988 and 2014.

This chapter places the twenty-five years of the Group Processes Conference in the context of the changes that have taken place between small groups research in the 1950s and group processes research in the 1980s and beyond.

Between the 1950s and 1980s small groups research reinvented, reconceptualized, and reinvigorated itself as group processes research. In this period, small groups research, its applied research, and its research programs became increasingly theory-driven, and its concept of the group and its levels increasingly abstract, general, and analytic. As a consequence of these changes, the concept of the field itself became increasingly analytic. The Group Processes Conference was at once a reflection of these changes and a driving force in the subsequent advances in group processes research. It both quickened and amplified the effects of individual-level factors and of thirty years of Advances in Group Processes on the transformation of the field and was also, like Advances in Group Processes, a driving force in the subsequent advances in group processes research. The present chapter concludes with an analysis of the mechanisms of the effects of the Group Processes Conference on group processes research.

The program for the twenty-fifth year of the Group Processes Conference celebrates its effects on the field of group processes research.

Language plays an important role in a successful service exchange, but it can become a source of discrimination if one party is a non-native speaker in the host country. This study aims to examine the linguistic racism that non-native customers experience in Inter Culture Service Encounters (ICSEs) and delves into factors that contribute to the underlying psychological responses and the behavioral outcomes.

A phenomenological approach was used where 16 individuals were interviewed to discover themes through non-native customers' lens using an inductive process. Next, the emerged categories were classified based on extant literature, using a deductive approach.

The findings highlight the role of language varieties as a strong social identity cue for non-native customers where the associated stigma makes them see ICSE as a stereotype threat. Most importantly, these experiences shape their future behavior by avoiding direct interactions with the servers and adopting other service channels. Several “social others” influence this process.

This study explores the notion of linguistic racism in an ICSE from a non-native consumers’ lens and thus adds to this under-researched literature. Using a phenomenological approach, the authors propose a framework focusing on the perception of language-related stigma and discrimination experienced by non-native consumers’ along with possible behavioral responses.

This essay represents a dialogue between the two co‐authors about the role of intersubjectivity in their respective fields of research‐intergroup dialogue and communication at the end of life. Using dialogue and intersubjectivity as both the topic and the method of their inquiry, the authors work together to articulate the nature of intersubjective moments in interview research, the relationship between dialogue and intersubjectivity, the conditions under which they experienced it, and what such moments bring to the process and products of research grounded in participation. Engaging the concept of dialogue as praxis, the essay attempts to capture and illustrate dialogic engagement.

The stock of new terms in management accounting emanating from expansion in computer applications, flexible manufacturing systems, and quality controls is expected to grow. Unless a proper standardization arrangement is created, co‐ordination problems in communication will reach insurmountable levels. In light of the “linguistic relativity and determinism hypothesis” (also known as the “Sapir‐Whorf hypothesis”), researchers concluded that different professional affiliations in accounting create different linguistic repertoires or codes for intergroup and intragroup communications. Structuralism and its “doctrine of linguistic relativity,” which asserts that there are no universals in language, convey the difficulty of communication between nations with different languages. These difficulties constrain the growth of an international management accounting discipline. Terminology standardization reduces these problems. Considers the theoretical and practical arguments for standardization, the mechanics of standardization, and suggests an answer to the obvious question of who should be responsible for terminological standards. Included are the results of a survey, conducted in the United States, of management accountants dealing with the difference between current and desired levels of terminology standardization.

The purpose of this paper is to describe how religious symbols might impede employees’ motivational cultural intelligence (CQ) in some international contexts, and how multinational managers might employ this knowledge to respond in a manner that mitigates risks to knowledge sharing.

The paper uses several theories (e.g. CQ, social categorization, expectancy, and contact theories) to develop a conceptual model about the nature of the risk to employees’ motivational CQ. It then draws on models of acculturation to explore how multinational corporation managers might respond.

It is conjectured that the salience of religious-based value conflict, learned both vicariously and through direct experiences, will adversely impact motivational CQ, and that the introduction of religious symbols may exacerbate this relationship. A framework of possible interventions is offered, and each intervention approach is evaluated in terms of how it may mitigate or exacerbate the risks raised by the model.

The proposed model requires empirical validation.

Multinationals are advised how (and why) to treat the preservation of motivational CQ as central to any intervention in the conflict over religious symbols.

An uninformed response to controversy over religious symbols could impede knowledge sharing and potentially exacerbate broader societal tensions (UN Global Compact, 2013). Therefore, this paper addresses a clear socio-economic need.

Controversy over the use of religious symbols in the workplace has generated considerable international media attention, but has been neglected by cross-cultural management research.

The purpose of this paper is to explore whether surface-level actual similarity interacts with leader-member dyadic communication agreement in predicting group member performance ratings at earlier time periods in a work group’s development. Additionally, this research examines whether deep-level perceived similarity interacts with leader-member dyadic communication agreement in predicting group member performance ratings at later time periods in a work group’s development. The relationship between shared cultural context and perceived and actual similarity is also investigated.

This research analyzes longitudinal data from the study questionnaires at five occasions in a Malaysian organization.

Results based on a sample of 28 group projects and 141 matching dyad who completed the study questionnaires at 5 occasions reveal that there is no interaction between workgroup relational ethnicity and workgroup relational gender with leader-member dyadic agreement at early time periods in a workgroup’s development. Therefore, H1 is not supported. H2 posited that deep-level perceived similarity will interact with leader-member dyadic communication agreement in predicting group member performance ratings at later time periods in a workgroup’s development. H2 is supported. Results reveal that the interaction between leader-member dyadic communication agreement and perceived similarity explains 36 percent of the variance of perceived group members’ performance ratings. This is after accounting for the control variable and the independent variables. From a cultural standpoint, the findings in this study underscore that conversations based on the Malaysian cultural norm of “budi” reflect not only a cultural basis of communication, but also that this shared cultural context leads to perceived similarity between ethnic Malay, Chinese, and Indians, and also both genders in the Malaysian workplace.

Leader-member dyadic communication agreement reflects the social appropriateness and relationship quality between individuals, as well as the context of the leader-member workgroup interactions. The findings of this study underscore the premise that conversations reflect not only a cultural basis of communication, but also that shared cultural context leads to perceived similarity. This study specifically examines the role of ethnicity in Malaysia organizational workgroup (e.g. ethnic Malay, Chinese Malay, and Indian Malay) as well as gender.

This study systematically examines the influence of actual and perceived similarity in leader-member dyadic communication from a longitudinal and multilevel standpoint.