Managing Cross-Cultural Clashes
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Transcript of Managing Cross-Cultural Clashes
Managing Cross-Cultural Clashes
October 24, 2008
Agenda
1
I. The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
a. Multinational Leaders
b. Multinational Staff
c. Multinational Clients
d. Multinational Management Philosophies
e. Multinational Projects
III. Issues We Face
IV. How We Solve the Challenges of Multiculturalism
V. Selected Members at SmithStreetSolutions
VI. The Future
I. The World is Changing
Globalization – the growing integration of economies and societies around the world –has been one of the hottest topics in international economics over the past few years.
Globalization is characterized by four main economic flows:
� Goods and services, e.g. exports plus imports as a proportion of national income or per capita of population
� Labor/people, e.g. net migration rates; inward or outward migration flows, weighted by population
� Capital, e.g. inward or outward direct investment as a proportion of national income or per head of population
� Technology, e.g. international research & development flows; proportion of populations (and rates of change thereof) using particular inventions (especially 'factor-neutral' technological advances such as the telephone, motorcar, broadband)
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a. The Past - Global Manufacturing
Twenty years ago, manufacturing was widely dispersed around the world, but the employment of talent was only done locally.
Convenient TrafficConvenient TrafficConvenient Traffic
Advanced logistics network shortened the distance between countries
Energy ExploitationEnergy ExploitationEnergy Exploitation
Optimized energy resource structures and fully utilized global resources
Pipelining ProductionPipelining ProductionPipelining Production
Standardized operations to improve work efficiency
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b. The Globalization of Talent and Information
In the past few years, talent has become utilized across regional barriers
Strengthens cooperation , furthers communication
Communication Technology
Communication Communication TechnologyTechnology
Enables communication and information sharing
Computer ScienceComputer ScienceComputer Science
Talent accessibility
Talent FlowTalent FlowTalent Flow
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c. The Changing Face of Globalization
There are two important trends which have altered the nature of globalization.
Continual increases in oil prices
Development of information and communication technology
Increases in transportation costs
Decreases in information flow costs
Manufacturing has become more localized
Outsourcing has become more prosperous
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Agenda
6
I. The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
a. Multinational Leaders
b. Multinational Staff
c. Multinational Clients
d. Multinational Management Philosophies
e. Multinational Projects
III. Issues We Face
IV. How We Solve the Challenges of Multiculturalism
V. Selected Members at SmithStreetSolutions
VI. The Future
a. Multinational Leaders
The cultural origins of top management influence their management style. SmithStreetSolutions’ top management has a strong international background.
Franklin Yao is CEO of SmithStreetSolutions. Franklin was born in Toronto, Canada, and spent his teenage years in Hong Kong. Franklin received a B.A. in Economics and in East Asian Studies from Yale University. Franklin has spent his career advising Financial Services, Insurance, and Professional Services organizations in both North America and Asia. Franklin worked for two companies with Indian offices: Opera Solutions, where he was the Assistant General Manager, and Inductis.
Robin Kerawala is Chief Client Officer of SmithStreetSolutions. He was born in Hong Kong from a Japanese mother and an Indian father. Robin graduated from Brown University with a B.A. in Economics A career consultant, Robin has extensive experience advising his North American clients in the areas of strategic procurement and outsourcing., Robin worked as a consultant at Operations Management Group, Cap Gemini Ernst & Young, and Silver Oak Solutions..
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b. Multinational Staff
SmithStreet’s employees come from all over the world, and therefore represent a wide variety of cultural values and characteristics.
Tiphaine Camus is a Senior Associate at SmithStreetSolutions. She joined from Shanghai University of Finances and Economics where she was teaching French and English. Tiphaine speaks English, French, Mandarin, and Spanish, and she holds a B.A. in Chinese studies from Bordeaux University.
Michael Yeo is a Research Manager at SmithStreetSolutions. Michael received his B.A. in Accounting & Economics from the University of Reading. Previously, Michael was an External Auditor at Ernst and Young and an Internal Auditor at Shell, where he helped implement their SOX plan throughout the whole of Asia. Apart from his native English, Michael also speaks Mandarin, Cantonese and Hokkien.
Sudeshna Dey is a Project Manager at SmithStreetSolutions. She has extensive marketing and sales experience in a Pharmaceutical Company in India where she served as a Sales Manager and a Product Manager ( marketing). She also has experience at a financial advisory firm in Shanghai. Sudeshna holds a B.Sc. degree from the University of Calcutta, and received an M.B.A. from Utkal University in India.
Moritz Wang is a Senior Associate at SmithStreetSolutions. Moritz received an M.A. in the History Of Economic Thoughts from Fudan University and worked as a manager of the school cafeteria at Fudan. He wrote his masters thesis on the economic philosophy of Liang Qichao
Cynthia Zhang is a Senior Associate at SmithStreetSolutions. Previously, Cynthia taught Chinese as a foreign language at the International Culture Exchange College, SHISU. Cynthia received a B.A. in Chinese Education from Shandong Normal University and an M.A. in Chinese Modern Literature from Shanghai International Studies University
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Nathan worked at UBS Investment Bank in New York, where he focused on real estate debt and equity investments. At UBS, Nathan also worked in the Financial Sponsors/Leveraged Finance group and executed transactions totaling $10+ billion in financial services, telecom, tech and media. Nathan holds a B.A. (magna cum laude) in Economics from UCLA, where he graduated Phi Beta Kappa.
c. Multinational Clients
SmithStreetSolutions maintains an international client base, and interacts with a wide variety of differing business cultures.
Consumer Marketing (India) Pvt. Ltd.
Our office locationsOur clients
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LondonNew York New Delhi Shanghai
24 hours / 7 days Management
d. Multinational Management Philosophies
Combining different ideas and techniques inevitably sparks innovation, improvement, and the creation of high standards.
� Principles of decency, truth and integrity
� Intentional focus on improving the well-being of people in the workplace
� Sensitivity to face
� Consensus
� Importance of relationships
� Encourage to take risks and try new things
� American openness
� Questioning
� Creativity
� Innovation
� Openness to change
Confucian Dynamics: Western Dynamics:
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High High StandardsStandards
Database Building
Data Collection
Client has a wide range of data from worldwide sources
� Auction houses
� Museums
� Galleries
� Publications
e. Multinational Projects
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New York Hotel Market Research
What we’ve doneWhat we’ve done
NYC Hotel Industry Analysis
NYC Hotel Industry Analysis
Hotel Categories Comparison
Hotel Categories Comparison
Consumer Surveys
Consumer Surveys
Limited-Service Hotel Analysis
Limited-Service Hotel Analysis
Extended Stay Hotel Analysis
Extended Stay Hotel Analysis
Full-service Hotel Analysis
Full-service Hotel Analysis
Hotel Case Studies
Hotel Case Studies
OutcomeOutcome
With the help of our services, the client decided to enter the target market and gave us a follow-up project involving design of the company logo, company name creation and the formation of a market-entry strategy.
With the help of our services, the client decided to enter the target market and gave us a follow-up project involving design of the company logo, company name creation and the formation of a market-entry strategy.
Data Categorizing
Collected information was categorized according to the specifics of MutualArt’s project
� Upcoming auction
� Auction catalogues
� Artist
� Upcoming events
� News
� Features
� Press release
� Collection
Databases for data and pictures were established flexibly
� Excel
� Access
� html
Database Maintenance
� Periodic update
� Database enrichment
� Data source enrichment
SmithStreetSolutions regularly engages in multinational projects for its clients.
Agenda
12
I. The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
a. Multinational Leaders
b. Multinational Staff
c. Multinational Clients
d. Multinational Management Philosophies
e. Multinational Projects
III. Issues We Face
IV. How We Solve the Challenges of Multiculturalism
V. Selected Members at SmithStreetSolutions
VI. The Future
III.Issues We Face (1/3)
Differing cultural expectations can cause miscommunication and conflict within the workplace.
13
� Misunderstandings
� Different communication styles
� Different values
III.Issues We Face (2/3)
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� Different work standards
� Concept of time
� Quality
� Responsiveness to management
Differing cultural expectations can cause miscommunication and conflict within the workplace.
III.Issues We Face (3/3)
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� Lack of communication between the
Chinese and expat staff
� Language barriers
� Fear of the unknown
� Tendency for Chinese and expats
to form separate cliques
Differing cultural expectations can cause miscommunication and conflict within the workplace.
Agenda
16
I. The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
a. Multinational Leaders
b. Multinational Staff
c. Multinational Clients
d. Multinational Management Philosophies
e. Multinational Projects
III. Issues We Face
IV. How We Solve the Challenges of Multiculturalism
V. Selected Members at SmithStreetSolutions
VI. The Future
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures and to innovate,”is incorporated into both our firm’s development and our daily work.
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Area Philosophy Goals
� There is a large multicultural pool of talented labor
� Local entry-level candidates seek experience in a multicultural work environment
� A significant pool of expatriate labor wants direct exposure to local language and culture
High potential candidates; Employee diversity
RecruitingRecruiting
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures and to innovate,”is incorporated into both our firm’s development and our daily work.
18
Area Philosophy Goals
� Being culturally agnostic, we believe that there is more than one right way to do things
� SmithStreet management strives to combine the best aspects of all cultures
� Chinese / English language training and cultural training
� Chinese employees sent to our US office
Employee development
TrainingTraining
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures and to innovate,”is incorporated into both our firm’s development and our daily work.
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Area Philosophy Goals
� Different skill sets from diverse cultures & professional experiences are applied to our work
� Diverse workgroups
� Local and expat management
Better client service
QualityQuality
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures and to innovate,”is incorporated into both our firm’s development and our daily work.
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Area Philosophy Goals
� An environment incorporating multiculturalism fosters cultural awareness
� Office decorations incorporate multiple cultures
� Social activities facilitate cross-cultural communication
Better internal communication and mutual understanding
EnvironmentEnvironment
Agenda
21
I. The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
a. Multinational Leaders
b. Multinational Staff
c. Multinational Clients
d. Multinational Management Philosophies
e. Multinational Projects
III. Issues We Face
IV. How We Solve the Challenges of Multiculturalism
V. Selected Members at SmithStreetSolutions
VI. The Future
V. Selected Members at SmithStreetSolutions (1/2)
Background
� B.A. in Chinese Studies
� In China for over 5 years
� Can speak 4 languages
� Former university teacher
Tiphaine Camus
Experience atSmithStreet� Senior Associate� English and
Cultural Training� Corporate Culture
Challenges and Issues Encountered� Miscommunication� Misunderstanding
colleagues from different cultural backgrounds
Solutions
� Listen� Be tolerant� Respect others
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V. Selected Members at SmithStreetSolutions (2/2)
Background
� M.A. in Chinese Literature and language
� Taught Chinese as a foreign language for 2 years
Cynthia Zhang
Experience atSmithStreet� Senior Associate� Learning different
cultures from coworkers
� Was trained in the New York office
Challenges and Issues Encountered� Misunderstandings
between expats and Chinese colleagues
Solutions
� Respect others� Stress the
importance of communication
� Learn from other cultures
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Agenda
24
I. The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
a. Multinational Leaders
b. Multinational Staff
c. Multinational Clients
d. Multinational Management Philosophies
e. Multinational Projects
III. Issues We Face
IV. How We Solve the Challenges of Multiculturalism
V. Selected Members at SmithStreetSolutions
VI. The Future
VI.The Future
25
What is the future of globalization and innovation?
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