| Cover Page 1 | I |
| Listo of Authors and Independent Scientific Reviewers | II |
| Emerging Research on Critical Incidents in Europe: A multidisciplinary approach / Dagmar Sieglová (ed.) et al. | 1 |
| Copyright Page | 2 |
| TABLE OF CONTENTS | 3 |
| FOREWORD / Lenka Stejskalová | 5 |
| ABOUT THE PUBLICATION | 7 |
| Critical Incidents in Intercultural Communication and Promoting Diversity Project | 9 |
| ABOUT THE AUTHORS | 11 |
| CHAPTER 1: University of Applied Sciences Zwickau, Germany | 13 |
| CHAPTER 2: Škoda Auto University, Mladá Boleslav, Czechia | 14 |
| CHAPTER 3: University of Applied Sciences Upper Austria, Hagenberg, Austria | 17 |
| CHAPTER 4: University of Siena, Italy | 18 |
| CHAPTER 5: Seinäjoki University of Applied Sciences, Finland | 20 |
| AIM AND METHODOLOGY | 21 |
| THEORETICAL UNDERPINNINGS / by Dagmar Sieglová | 23 |
| EXECUTIVE SUMMARIES | 39 |
| Germany: University of Applied Sciences Zwickau | 41 |
| Czechia: Škoda Auto University, Mladá Boleslav | 42 |
| Austria: University of Applied Sciences Upper Austria, Hagenberg | 43 |
| Italy: University of Siena | 44 |
| Finland: Seinäjoki University of Applied Sciences | 45 |
| CHAPTER 1 | 47 |
| Critical Incidents: A narratological perspective and its implications for intercultural learning. A corpus analysis / Doris Fetscher, Susanne Klein | 49 |
| 1. Introduction | 49 |
| 2. A Brief Reflection on Terms: CIs as raw and didactic versions | 50 |
| 3. CIs as Fragments of Autobiographical Narration | 51 |
| 4. The Study: analysis and stimuli for pedagogical use | 55 |
| 5. Conclusion | 65 |
| References | 67 |
| Appendix I – Corpus | 69 |
| Appendix II – Example Students workshop | 73 |
| CHAPTER 2 | 75 |
| Critical Incidents in Corporate Leadership: A model event toward diversity, equity and inclusion / Dagmar Sieglová, Jan Kotík, Miluše Löffelmannová, Vladimíra Soukupová, Lenka Stejskalová | 77 |
| 1. Introduction | 77 |
| 2. Methodology | 85 |
| 3. Data Analysis | 87 |
| 4. Conclusions and Discussion | 103 |
| References | 106 |
| CHAPTER 3 | 109 |
| HEAD DIVE into Diversity Management: An innovative approach to assess critical incidents in higher education / Martina Gaisch, Victoria Rammer | 111 |
| 1. Introduction | 111 |
| 2. Literature Review | 112 |
| 3. The HEAD Wheel Applied – setting the scene with international students | 120 |
| 4. The DIVE Strategy Applied – setting the scene with international students | 121 |
| 5. Follow-up Material | 122 |
| 6. Conclusion | 123 |
| References | 124 |
| CHAPTER 4 | 127 |
| Critical Incidents in a Financial Context: An empirical analysis from banking students’ and financial intermediaries workers’ experience / Maurizio Pompella, Antonio Fasano, Mario De Martino | 129 |
| 1. Introduction | 129 |
| 2. Multicultural Issues in Counselling | 130 |
| 3. Critical Incident Technique | 131 |
| 4. Applications of CIT methods | 132 |
| 5. The Outcome of the Analysis | 136 |
| 6. Further Reflections on the Results and Concluding Remarks | 147 |
| Annex 1 – Questionnaires addressed to banking students | 150 |
| Annex 2 – Questionnaires addressed to fi nancial intermediaries workers | 152 |
| References | 154 |
| CHAPTER 5 | 157 |
| Critical Incidents in Language Education in Finland: A case study into intercultural knowledge as part of language studies / Riikka Ala-Sankila, Anne Vuokila | 159 |
| 1. Introduction | 159 |
| 2. The Study | 162 |
| 3. Conclusion | 168 |
| References | 171 |
| Annex I | 173 |
| Annex II | 175 |
| SUMMARY | 179 |
| Cover Page 3 - Participating Universities | 183 |
| Cover Page 4 | 184 |