9.1: Introduction to Intercultural Conflict

Figure 9.1.1: Manikans at a Disney storefront

In the summer of 2010, the Walt Disney Company was in the news for a different kind of drama than its typical princess stories. A Muslim woman, Imane Boudlal, a hostess at the Storytellers Café in Disneyland’s California Adventure, was in a public battle with her employer (American Civil Liberties Union, 2012). She had decided to begin wearing a hijab, a headscarf worn by observant Muslim women, at work. Her supervisors told her this was a violation of the company’s “look” policy, a detailed set of rules for employees’ appearance designed to protect the "Disney magic." They offered her two options: work in a non-public area of the restaurant, or wear a large fedora hat on top of her hijab. Ms. Boudlal refused, stating that these options were humiliating and an infringement of her religious beliefs. She was subsequently removed from the work schedule and, with the help of the ACLU, filed a lawsuit against Disney for religious discrimination and harassment. The case was later settled outside of court.

This case, which captured the attention of many, is a powerful example of the complexities of intercultural communication and conflict. It highlights the clash of deeply held cultural and religious beliefs with institutional policies and practices. Most of us, hopefully, will never experience a conflict that is so severe and so public. But the underlying themes of this dilemma are more common than one might expect.

When was the last time you had a misunderstanding or a conflict with someone from a different background? Whether it’s a minor miscommunication, such as a gesture that means one thing to you but something else entirely to them, or a major issue like navigating different workplace norms or social expectations, chances are you have experienced conflict in an intercultural setting. Communication is key to understanding and navigating these situations, as our communication behaviors are often a reflection of our cultural identity. This chapter will ask you to reflect on your own cultural background and to develop communication skills to help you navigate conflict in a diverse world more effectively. First, we examine the benefits of studying intercultural conflict. Second, we will explore definitions of conflict and identify what makes intercultural conflict unique. Third, we explore unique characteristics that enhance our understanding of the conflict process.