Skills, Attitudes, Relational Abilities & Reflexivity: Competences for a Multicultural Society

Abstract This qualitative research is aimed at increasing knowledge about Intercultural Communication Competence (ICC). After reviewing Western literature, we explored the Cultural Mediators’ (CMs) point of view. They can be considered as privileged witnesses to understand what skills are needed to act with appropriacy in multicultural situations and how to acquire them. Data were collected from 20 CMs, of different countries, who had been working in northern Italy in different areas for 10 years: Health, Education, Social Services, Courthouse. In order to identify the most important areas of investigation some focus groups have been conducted. The emerging themes were examined through 15 semi- structured interviews. What are the competences (attitudes, skills, knowledge) for an appropriate management of interaction between people in a multicultural context? What promotes the ICC acquisition and development? The analysis of the data confirms the complex, systemic structure of ICC (attitudes, knowledge, and skills) and highlights the interdependence of various factors. The ICC development requires a continuous training over time, with particular attention to: i. self-knowledge; ii. social skills; iii. cultural awareness; iv. knowledge of the organizations in which the CM work. Many variables influence ICC, but these data seem to identify in self- awareness, relational skills and a continuous training, their real essence. In their implementation, the key role has been recognized to personality patterns, motivation and reflexivity; comparison with colleagues; periodical psychological supervision. These findings require further investigation in order to reach the specificity of the meanings attributed to ICC in non Western cultures.