Dr. Lotta Kokkonen, University of Jyväskylä

This webinar is a pilot event organised by Human resources development network at the FORTHEM universities. The webinar is targeted to human resources staff at the FORTHEM universities. The event is conducted fully in English.

Webinar: Customer service in intercultural situations, 25th March 2021 at 12:00-13:00 CET

The webinar has two main goals:

  1. to understand the complexities of intercultural situations and
  2. to encourage participants to gain confidence for participation in intercultural contexts.

In order to achieve these goals, the workshop introduces fundamental issues and concepts in intercultural and multilingual communication focusing on customer service. We will discuss the challenges that international students/staff face when coming to a new university as ‘customers’ as well as the ‘typical’ phenomena that we all experience in intercultural situations (uncertainty, stereotypes, etc.). Using small exercises, we will also discuss the dangers and limitations of stereotypes and ‘cultural’ knowledge in interaction.

Further, the webinar introduces competencies needed in intercultural situations and ways to be more effective and appropriate in intercultural contexts and situations.

Lecturer: Lotta Kokkonen, University of Jyväskylä

Dr. Lotta Kokkonen is working as a lecturer at the Centre for Multilingual Academic Communication, University of Jyväskylä (JYU). She is teaching intercultural communication and her research interests include asylum seekers’ and refugees’ social networks and belonging, international students’ wellbeing and social networks, and networking from a relational perspective. Kokkonen is involved in curricula development for ‘home internationalization’ and she is responsible for organizing the study programme for students going on an exchange. She is also coordinating a research project on highly educated immigrants’ language learning and belonging (JYU).

Registration & further details

Register at the latest March 24, 2021: https://registration.contio.fi/jyu/Registration/Login?id=1696-ENGLISH-766

A link to Zoom meeting and instructions on how to join the meeting will be sent to you in an invitation email before the event.

Contact information:

Saara Minkkinen, HR Development Specialist, HR Services, University of Jyväskylä