Examining cultural and linguistic mediation: the role of In-house interpreters in mitigating communication friction in Sino-Malaysian corporations

Abstract

In the globalized business landscape, effective cross-cultural communication is essential for organizational success. This study investigates the role of interpreters in reducing communication friction between Malaysian and Chinese stakeholders. Drawing on sixteen in-depth case studies, the findings demonstrate how interpreters actively manage conflicts arising from linguistic and cultural differences. Interpreters play a critical role in reframing confrontational or sensitive remarks, transforming potentially contentious exchanges into constructive dialogue. They also provide accurate technical explanations during negotiations, ensuring shared understanding and minimizing ambiguity. Beyond language transfer, interpreters act as cultural mediators by offering contextual insights that enhance mutual comprehension and cooperation. While maintaining professional neutrality, they adapt communication styles to align with the cultural expectations of both parties. Interpreters further manage interaction dynamics by recommending strategic pauses to clarify misunderstandings, de-escalate tension, and encourage patience during intense discussions. These interventions enhance cross-cultural awareness and promote sensitivity to differing norms and values. As conflict managers and cultural bridges, interpreters contribute to more inclusive and respectful workplace environments. Their involvement reduces miscommunication, strengthens trust, and supports smoother collaboration, ultimately improving organizational productivity. This study highlights the indispensable role of interpreters in international business and underscores their contribution to fostering effective communication and collaboration among culturally diverse stakeholders.