Each interview opened with the same introduction: an explanation that the conversation formed part of an academic research project in business, concerned with how Arab immigrants in Canada express their culture in the workplace, and an assurance that everything shared was confidential and would be used only for that research.

Cultural values in service work

Can you think of a situation when your own cultural background or values helped you deal with a customer?
In what way, do you think, does your cultural background steer the manner in which you deal with customers?
Can you think of a situation where you realized that your manner of service provision was different from that of your coworkers or supervisor?
Do you feel that your service delivery habits are received as uncommon or different by your Canadian coworkers or supervisors?

Adapting to Canadian service norms 5. In your first few months of work in Canada, can you think of a situation where you needed to change your behaviour to be accepted? 6. Did you feel the need to adjust your service behaviours with customers? If yes, please elaborate. 7. Do you remember feeling proud of successfully adapting to Canadian norms in business? 8. How long did it take you to feel comfortable with Canadian service expectations, if at all?

Workplace environment and support 9. Tell me about a time when your manager or workplace made it easier — or harder — to express your cultural style at work. 10. How does your employer or manager train or support you in your job? 11. Can you think of an example where a work policy or job training helped you understand what was being asked of you, or failed to? 12. From your experience, is your cultural background understood and respected at work?

Cultural strengths and challenges 13. Can you think of a time when your cultural background was an advantage in dealing with a customer? 14. Are there aspects of your culture that you believe make you better at your job? 15. Can you think of a situation where your manner of speaking, acting or solving problems was misunderstood by Canadian peers? 16. Have you ever experienced a time when your behaviour caused confusion or discomfort for customers or coworkers?

Suggestions and future support 17. Thinking back to your first day in a Canadian service job, what advice would you give your past self? 18. Is there training or guidance you would have used to better understand the workplace and provide better service? 19. Can you mention any training, advice, or moment of realization that changed the way you work? 20. What advice or lessons would you pass on to immigrant newcomers in customer-service jobs?

Each interview closed with an open invitation to share anything else the participant wished to add.