Overcoming intercultural communication challenges in serving international students: University staff perspective

Abstract

This study explores the intercultural communication challenges faced by university staff in supporting international students, with a focus on non-traditional study-abroad destinations such as Indonesia. While existing literature emphasizes the importance of adapting teaching and support systems to meet international students’ needs, the staff perspective remains underexplored. Using a qualitative case study approach, the research involved homogeneous, moderated focus group discussions (FGDs) with thirteen academic and non-academic staff at an international university in Jakarta. The findings reveal key communication barriers, including language difficulties, regulatory compliance issues, cultural comparisons (noted only by non-academic staff), social integration challenges, differing time orientations, contextual misunderstandings, and varied interpretations of informal communication (identified only by academic staff). Staff responded to these challenges using various conflict management styles such as Obliging, Compromising, Integrating, Dominating, and seeking third-party help. The study concludes that intercultural communication issues are complex and role-dependent, underscoring the need for differentiated support strategies. A practical academic communication model is proposed to guide universities particularly in Indonesia and similar contexts in improving staff training and enhancing the international student experience.