Training Industry Magazine - Spring 2016 - (Page 50)
G LO B A L
OUTLOOK
C
R
O
S
S
CULTUR AL TRAINING
BY ALBA SINGH
Somewhere on a small island located in the
Pacific Ocean, a group of 10 employees are
settling down in the training room of their
call center. The organization has recently been
awarded a contract for an aviation firm based
in the Middle East. The employees will be
responsible for handling inbound calls made
by the firm's customers in Dubai and Abu
Dhabi. On the bright side, the language spoken
in both the countries is the same - English.
The main challenge, however, is that the call
handling employees have never interacted
with a person from the Middle East. In a few
moments, the trainer will commence the cross
cultural training, educating the workforce
on an ethnic background they have never
interacted with.
TRAINING A CULTURALLY
DIVERSE WORKFORCE
The majority of metropolitan cities across
the globe are experiencing an increase in
multiculturalism. The societies are being
introduced to diverse customs, lifestyles and
traditions. Not only has relocation influenced
communal set-ups, it continues to establish
global organizations in numerous capitals.
The work culture within a conventional
Multinational Corporation (MNC) invariably
leads to employees interacting with more than
one ethnic background. Offshore outsourcing
of operations, or international organizations,
require a culturally diverse workforce to
function as one team.
50
While the process of intercultural communication
opens the door to knowledge enhancement,
it also generates an inventory of differences.
Employees are unable to relate to the newly
introduced culture and its norms. Lack of
ethnic awareness, stereotyping and language
dissimilarity are some of the most common
barriers leading to operational disputes and
project failures. Considering the organization's
financial constraints, employees do not
necessarily travel to the city or country to receive
first-hand experience related to the culture,
which leads to assumptions and obliviousness.
Another common repercussion of diverse
cultures working together are the difficulties
encountered with problem-solving and
conflict management. A difference of opinion
and failure to negotiate, while determining
solutions to challenges, is inevitable and
often leads to unsolicited disagreements and
delayed responses. In the long run, consistent
disagreements result in the overall regression
of the organization.
In order to avoid misinterpretations and
diverges, fostering awareness around the
other culture becomes a necessity. Customized
training workshops, established around
the related ethnic background, can assist in
cultivating sensitivity and aid interactions.
The goal of the training course should be to
eradicate any existing stereotyped thought
processes and introduce the need to be
considerate of other backgrounds.
Table of Contents for the Digital Edition of Training Industry Magazine - Spring 2016
Training Industry Magazine - Spring 2016
Transforming the Classroom Experience
Table of Contents
Onboarding Successful Leaders
Will the App Become the New Classroom?
The Evolving Classroom
Developing Micro-Learning for Micro-Moments
Testing the Waters with Mobile Learning
Incorporating Instant Messaging into Communciations Training
Tools for the Mixed Physical and Virtual Classroom
Training a Diverse Workforce
Next Generation Classroom: Providing the Ultimate Learning Experience
Meeting the Five Moments of Need
Save the Learners: Build a Serious Game Strategy
Universal Design for Learning
Cars.com: Revolutionizing the Classroom Experience
Crossing Cultural Training
The Changing Face of Training Outsourcing
Design Learning so Everyone Gets an 'A'
Creating Brain-Compatible Materials
Four Ways to Become an Agent of Learning, Not Change
BizLibrary Invests in the Science of Memory
Company News
What's Online
Training Talk
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