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Exploring the Relationship Between Intercultural Sensitivity, Intercultural Communication Apprehension, and Perceived Stress Among Cabin Crew

Year 2025, Volume: 28 Issue: 1, 163 - 179, 30.04.2025

Arif Tuncal

https://doi.org/10.29249/selcuksbmyd.1613786

Abstract

Intercultural sensitivity, communication apprehension, and perceived stress are critical factors for cabin crew, given their ongoing interaction with culturally diverse passengers. The aim of the study was to examine the relationship between intercultural sensitivity, communication apprehension, and perceived stress among cabin crew. Data were collected from 405 cabin crew members in Türkiye using a survey method and an online questionnaire. The questionnaire included a demographic form as well as the intercultural communication apprehension scale, intercultural sensitivity scale, and perceived stress scale. The findings indicated that cabin crew demonstrated a high level of intercultural sensitivity (=4.1466) while exhibiting low levels of perceived stress (=2.1262) and communication apprehension (=1.7146). Among the demographic variables examined, only gender was found to impact stress and communication apprehension significantly. Furthermore, the effects of intercultural sensitivity on stress (β= -0.264) and communication apprehension (β= -0.789) were confirmed. Additionally, perceived stress was found to mediate the relationship between intercultural sensitivity and communication apprehension (95% BCA CI [-.079, -.023]). Training programs designed to enhance intercultural sensitivity and reduce stress should be implemented for cabin crew, considering the direct role of sensitivity in reducing communication apprehension and the mediating role of stress.

Keywords

Aviation Cabin Crew Intercultural Sensitivity Intercultural Communication Apprehension Perceived Stress

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Kabin Ekiplerinde Kültürlerarası Duyarlılık, Kültürlerarası İletişim Kaygısı ve Algılanan Stres Arasındaki İlişkinin İncelenmesi

Year 2025, Volume: 28 Issue: 1, 163 - 179, 30.04.2025

Arif Tuncal

https://doi.org/10.29249/selcuksbmyd.1613786

Abstract

Uluslararası uçuşlarda farklı kültürlerden yolcularla sürekli iletişim halinde olduklarından kültürlerarası duyarlılık, kültürlerarası iletişim kaygısı ve algılanan stres kabin ekipleri için önemli faktörlerdir. Bu çalışmanın amacı, kabin ekiplerinde kültürlerarası duyarlılık, iletişim kaygısı ve algılanan stres arasındaki ilişkinin incelenmesidir. Bu çalışmada, tarama yöntemi kullanılarak ve çevrimiçi anket aracılığıyla Türkiye’de görev yapan 405 kabin memurundan veri toplanmıştır. Ankette demografik bilgi formu ile birlikte kültürlerarası iletişim kaygısı, kültürlerarası duyarlılık ve algılanan stres ölçekleri yer almıştır. Bulgular, kabin ekiplerinin yüksek düzeyde kültürlerarası duyarlılık (=4.1466) sergilerken düşük düzeyde stres algısına (=2.1262) ve iletişim kaygısına (=1.7146) sahip olduğunu; bununla birlikte, yalnızca cinsiyet değişkeninin stres ve kültürlerarası iletişim kaygısında anlamlı bir farklılığa yol açtığını göstermiştir. Ayrıca, kültürlerarası duyarlılığın stres (β = -0.264) ve iletişim kaygısına (β = -0.789) etkisi doğrulanmıştır. Algılanan stresin, kültürlerarası duyarlılık ile iletişim kaygısı arasındaki ilişkide aracı bir rol oynadığı tespit edilmiştir (95% BCA CI [-.079, -.023]). Kabin ekipleri için kültürlerarası duyarlılığı artırmaya yönelik eğitimler ve stresi minimize etmeye yönelik programlar, duyarlılığın iletişim kaygısını azaltmadaki doğrudan rolü ile stresin aracı rolü göz önünde bulundurularak uygulanmalıdır.

Keywords

Havacılık Kabin Ekibi Kültürlerarası Duyarlılık Kültürlerarası İletişim Kaygısı Algılanan Stres

References

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  • Ata, F. (2019). The Relationship Between Intercultural Communication Anxiety and Socio-Cultural Adaptation and Life Satisfaction: The Case of Hatay Mustafa Kemal University. Selçuk İletişim, 12(2), 708-735.
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  • Bilge, A., Öğce, F., Genç, R. E., & Oran, N. T. (2009). Psychometric Suitability of the Turkish Version of the Perceived Stress Scale (PSS). Ege University School of Nursing Journal, 2(25), 61-72.
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  • Chen, F. Y., & Chang, Y. H. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79-87.
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  • Deardorff, D. K. (2006). Identification and assessment of intercultural competence as a student outcome of internationalization. Journal of Studies in International Education, 10(3), 241-266.
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  • Friedman, R. A., Tidd, S. T., Currall, S. C., & Tsai, J. C. (2000). What goes around comes around: The impact of personal conflict style on work conflict and stress. International Journal of Conflict Management, 11(1), 32–55.
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  • Graf, A. (2004). Screening and training intercultural competencies: Evaluating the impact of national culture on intercultural competencies. International Journal of Human Resource Management, 15(6), 1124-1148.
  • Griffiths, R., & Powell, D. (2012). The Occupational Health and Safety of Flight Attendants. Aviation, Space, and Environmental Medicine, 83, 514-521.
  • Gudykunst, W. B. (1993). Toward a theory of effective interpersonal and intergroup communication: An anxiety/uncertainty management (AUM) perspective.
  • Gudykunst, W. B. (1995). Anxiety/uncertainty management (AUM) theory. In R. L. Wiseman (Ed.), Intercultural communication theory (pp. 8-58). Thousand Oaks, CA: SAGE Publications.
  • Gudykunst, W. B. (2005). Theories of intercultural communication. China Media Research, 1, 61-75.
  • Gudykunst, W. B., & Nishida, T. (2001). Anxiety, uncertainty, and perceived effectiveness of communication across relationships and cultures. International Journal of Intercultural Relations, 25, 55-72.
  • Hammer, M. R. (2009). Solving problems in intercultural communication. Handbook of Intercultural Competence, 451–455. SAGE Publications.
  • Hammer, M. R., Bennett, M. J., & Wiseman, R. (2003). Measuring intercultural sensitivity: The intercultural development inventory. International Journal of Intercultural Relations, 27(4), 421-443.
  • Hayes, A. F. (2022). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Third Edition. New York, The Guilford Press.
  • Heracleous, L., & Wirtz, J. (2010). Singapore Airlines’ balancing act. Harvard Business Review, 88(7/8), 145-149.
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Details

Primary Language English
Subjects Organisational Behaviour
Journal Section Original Research Articles
Authors

Arif Tuncal 0000-0003-4343-6261

Publication Date April 30, 2025
Submission Date January 10, 2025
Acceptance Date April 7, 2025
Published in Issue Year 2025 Volume: 28 Issue: 1

Cite

APA Tuncal, A. (2025). Exploring the Relationship Between Intercultural Sensitivity, Intercultural Communication Apprehension, and Perceived Stress Among Cabin Crew. Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi, 28(1), 163-179. https://doi.org/10.29249/selcuksbmyd.1613786
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