Abstract

Intercultural communication strategies are used to overcome language barriers across cultures (Berardo, 2008). The strategies are important for frontline administrative staff when interacting with foreign students in a local university. This qualitative study was carried out in three centres in a public university. The study used Gallois and Giles' communication adaptation theory (2015) and Hall's theory of intercultural communication (1959). Data were collected from observations and semi-structured interviews with six Malaysian administrative officers and six foreign students. The findings revealed that although the Malaysian administrative staff members have good command of English and communication skills, they still encountered problems when dealing with foreign students. Most of the foreign students reacted positively towards the intercultural communication strategies, but a few reacted negatively because they did not understand the differences between cultures. High-context communication and low-context communication were essential in interactions across cultures. This study provides insights into the use of intercultural communication strategies when communicating with foreign students. This enables them to foster norms that could reduce conflict from miscommunication or cross-cultural differences.