The Review of International Comparative Management, 2019
This study provides a refined look at the challenges in crosscultural communication and contributes to our understanding of the key skills and behavioral factors that explain and increase employee intercultural competence. In a qualitative investigation, we explored both the «whats» and «hows» in the communication of interculturally competent employees of a global insurance broker-Oakeshott Insurance-working in the UK and Ukraine. We found that interculturally effectiveness depended on employee ability to shift their frame of reference and to actively seek culturally diverse experiences. Contrary to previous research, frequent exposure to different cultures and the length of employment in a multicultural organization did not correspond to the highest level of intercultural sensitivity. We recommend that global organizations mitigate the legislative and language barriers and further develop the intercultural competence of employees by focusing on the cultural and societal context and actively supporting employees’ willingness to embrace it.