“Bridging the Language Gap: Verbal Intercultural Communication in Swedish Restaurants”

Abstract

The aim of this study is to examine verbal intercultural communication between restaurant personnel and international tourists in tourist restaurants in Sweden. The results indicate that shared language doesn't necessarily mean understanding, especially when culturally specific dishes, dining norms, and expectations are at play. The study is based on the concepts of intercultural communication and intercultural communicative competence (ICC) to discuss how staff encounter foreign guests and how they understand and deal with language and culture differences. Using a qualitative approach, the study is based on semi‑structured interviews with 11 frontline employees in tourist‑oriented restaurants in Stockholm and Gothenburg, and is analyzed through reflexive thematic analysis. Five themes were uncovered: linguistic barriers that exacerbate cultural gaps; cultural expectations that do not align; partial and tech-mediated solutions; systemic gaps in intercultural training; and emergent intercultural adaptations, including cultural reframing and proactive service adjustments. The study illustrates the importance of structured ICC-informed training and practical tools, such as multilingual menus, visual allergen guides, and more, and provides context-specific information to help communication in the hospitality industry be more effective and inclusive.