Aldira Jasmine R.

12010119190284

A. The Case - Edo

In the 90s, I worked for the Swiss government in Bosnia-Herzegovina. I am responsible for ensuring
support for Bosnian politics and business, and there is currently a big problem in political discussions
with refugees from Bosnia. Many Swiss politicians travel alone to the Balkans. I accompanied a number
of politicians on their journey as guides, besides that there were two local staff members, translators
and drivers.

I once accompanied two Swiss MPs for a one-week trip around Bosnia-Herzegovina, with our driver
named Edo and 30 years old. During the trip we had the opportunity to discuss. Everyone in the car
began to tell his story and naturally heard others too. But specifically, Edo tells his personal life from his
time as a soldier in the Bosnian war, to his family. We all got closer.

On the first two nights, we had dinner together at the hotel, and after that we closed the day with a
glass of wine. Rarely do we eat together and spend time with local staff, who are actually instructed to
organize themselves, and spend free time independently. Likewise with our driver, he should be
responsible for car maintenance, the safest route regarding the next day's trip, and also the driver and
car must be ready at the agreed time, which is actually the responsibility of a driver in general.

We felt Edo the driver was not polite, because he had joined us not only during working hours but also
dinner even with a glass of wine. In our opinion Edo deliberately took the opportunity.

On the third morning, the agreed departure time was at 8am, but Edo the driver and the car were not
available. Then I contacted him, in a few rings, Edo just answered, he reasoned sleepy and sorry for the
delay, and he asked for time to get ready for 10 minutes.

That night, I asked Edo to speak privately. I explained again the aims and objectives of our mission,
reminded him of his duties at night after working hours were finished, and asked him to focus more on
his duties and responsibilities as a driver. And fortunately there was no rebuttal from Edo, he
understood and accepted it with "da, dobro. Nema problema" which means "yes, okay. No problem".

The following day, Edo was no longer late. From that moment on, Edo was always on time, he did his
best in his responsibilities as a driver. Like preparing and preparing the car before the agreed departure
time. Edo became very professional in his work, a lot of progress happened after last night. Edo
becomes more formal with guests, and a little calmer when driving a car.

In the end, the trip became a success for us all.

Edo was a soldier, before accepting a job as a driver in Switzerland. He grew up in a country, where
everything was organized hierarchically. Actually Edo is not accustomed to eating with superiors at the
same table, for Edo that means equality on the table.
 B. Short analysis of case Edo

1. The process of communication

During a trip with a Swiss parliamentarian, Edo the driver caused trouble, and made me have to
communicate again regarding the initial purpose of this mission, and Edo's responsibility as a driver in
privacy, this was done for the smooth running of this mission.

Sender

As a representative of the Swiss government, my tactic for enhancing professionalism is to speak

privately not to Swiss parliaments, to prevent them directly accusing Edo.

Messages

For the sake of running this mission smoothly, and the trip became more impressed, finally I decided to
talk directly with Edo, personally and use sentences that I and he could understand, I hope there is no
rebuttal from Edo, fortunately not.

Receiver

Edo is a Bosnian citizen who works in Switzerland. Edo used to be a soldier, before accepting a job as a
driver in Switzerland. He grew up in a country, where everything was organized hierarchically. Actually
Edo is not accustomed to eating with superiors at the same table, for Edo that means equality on the
table. Do not know how Edo thought at that time, there was a misunderstanding between us and him.
And after I talked to him privately, fortunately he understood and didn't argue.

Receiver's reaction and result of communication

I do not regret what I did back then with Edo. In this way Edo changes for the better in his work, and is
more professional. If it wasn't for me to decide to communicate well with Edo, maybe Edo would feel
offended and refute me.

2. Cultural configuration

We are not so bad at communicating with Edo. We share stories before this incident with the situation
and experience. Edo never talked about politics.

3. Edo’s social framework

Edo is a Bosnian citizen who works in Switzerland. Edo used to be a soldier, before accepting a job as a
driver in Switzerland. He grew up in a country, where everything was organized hierarchically.

4. Edo’s individuality

Edo initially did not realize that he was not polite, but after good communication between me and him,
Edo came to understand that he had to be more disciplined.
5. Actual intercultural contact method

Process of communication

Swiss transmitters v.s. Bosnian host 10 years older v.s. Disrespecting v.s. 10 Years Younger Defending
Higher Power v.s. Impotence of passive employee

Cultural configuration

Christian and Islamic Muslim

speaking ethnic German v.s. Native Bosnian citizen

Worldwide experience of visiting / working vs. Been never outside Bosnia and Herzegovina

Low-oriented Hierarchy vs. Solid hierarchy oriented to

Knowledge of Peace vs. The Truth of War (trauma)

Social framework

Expatriates Group v.s. Local employee

Tourist v.s. citizen

Individual configuration

Personal Opinions v.s. Uncertain personal vantage points

With satisfaction and inspiration v.s. Unhappy and (sometimes) unmotivated