CIICPD 2023

Table 2: Toporek et al. (2004) Summary of influence categories and corresponding content/situation and cultural variables Influence Situation

Cultural Variable

Contact with cultural differences

Sex/gender

Awareness Expressed change in personal

awareness as a result of the critical incident; gains in understanding, attention, or insight on how culture affected them or the counselling and supervision process

Communication among counselling and supervision dyads (positive) Supervisor corrected behaviour Theoretical discussion initiated by supervisor Encouragement from supervisor Supervisee self-disclosure Insight-oriented interventions

Religion

Socioeconomic class

Ethnicity

Race

Physical ability

Supervisee self-disclosure

Sex/gender

Skill Development Acquired skills to more effectively address multicultural issues in counselling or supervision

Supervisor initiated insight-oriented intervention

Ethnicity

Religion Ethnicity

Supervisor initiated

Knowledge Knowledge regarding multicultural competency in counselling or supervision increased or changed

Discussions

Race

Contact with cultural differences

Nationality

Supervisee self-disclosure

Ethnicity

Exposure Exposure to multicultural situation for first time with implications for counselling or supervision

Encouragement from supervisor

Language

As regards the financial sector, Etomchi Njoku et al. (2015) investigate the critical incidents that characterise interfaces between banking service providers and their customers. The study also assesses the effects of critical incidents on the brand switching behaviour in Nigeria Money Deposit Banks. Data were collected via a self administered questionnaire to customers of the banks under review in Nigeria. The

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