No full-text available
To read the full-text of this research,
you can request a copy directly from the author.
Intercultural Communication Challenges in IT Companies in India: A Case Study
Abstract
This case study tries to diagnose the intercultural communication challenges besetting the Indian IT industry, which has become a major IT hub globally, so as to map the relevance of the theories proposed by prominent interculturalists in the contemporary work settings. The article explores answers to the research questions formulated on the basis of intercultural theories by analyzing the responses of 178 IT managers collected over a period of 38 months of rigorous field work. The article closes with implications of this case study for the executive training needs of the Indian engineers requiring an ethno-relative focus in intercultural communications.
... Chen and Starosta (1996) explain that ICC comprises three main dimensions: intercultural awareness (e.g., knowing and understanding cultural characteristics and traditions impacting individual behaviors and perceptions), intercultural sensitivity (e.g., being able to develop a positive attitude toward cultural differences), and intercultural effectiveness (e.g., being able to act effectively and attain a communication goal in intercultural communicative situations). In this regard, ICC is important for current and future engineering professionals in complex intercultural global contexts, as more business interactions take place among professionals from diverse cultural backgrounds (e.g., diverse ways of life, customs, traditions, and habits) (Bharadwaj, 2023;Handford et al., 2019;Rico-García & Burns, 2020). ...
... Nevertheless, it was pointed out that intercultural communication skills cannot be ignored in the present engineering profession as more interactions now occur with people, including engineering professionals, from diverse cultural backgrounds in the modern workplace. Therefore, engineering professionals need intercultural communication skills for professional success (Bharadwaj, 2023;Handford et al., 2019;Rico-García & Burns, 2020). In our study, the findings demonstrate that engineering education in a Thai context to date has not paid serious enough attention to developing intercultural communication competence among Thai students, even though many lecturers in our study informed us that they try to share experiences relating to intercultural workplace communication in their classrooms. ...
This study aimed to develop a tailor-made online course called “Engineering English for Intercultural Communication (EEIC)” for undergraduate engineering students based on the self-report on English language proficiency, intercultural communication competence (ICC) as well as needs of a diverse set of stakeholders in the engineering professions and education. It comprises two phases: (1) analyzing the data from the stakeholders, and (2) designing and developing a course. In the first phase, a mixed-methods approach was adopted. A questionnaire was employed for a self-report on English language proficiency and problems in language use, as well as the ICC of 108 Thai engineering students at an autonomous university in Thailand and 22 Thai engineering professionals working in international companies. Then, semi-structured interviews on the necessity of engineering English and ICC for novice engineers were conducted with 16 engineering course lecturers. The second phase involves the design and development of the EEIC course. The ADDIE model was adopted and the findings from the analysis of the data collected in the first phase were used to guide the design and develop such a course with four units, each with a different focus, specifically. This study contributes to the ELT field by showcasing a course design process to meet the needs of a set of diverse stakeholders. Specifically, the course was developed based on real-life information obtained from both educational and professional contexts analyzed to provide guidance for the course design and development.
In the international business (IB) research field, many have suggested paradigmatic changes to address the complexity of cultural issues. Different paradigms represent different approaches to culture, and in this study, we apply positivist, interpretive, and critical approaches in the context of IB relationships. To address these different approaches within IB instruction, we introduce the theory of interpersonal knowledge. By utilizing this theory and examples of how to analyze business relationships using different approaches to culture, IB teachers can clarify the different approaches and help their students deepen their understanding of the meaning of interpersonal-level analysis in intercultural business settings.
Vocational education (VE) has been a priority for employability globally. There is, however, limited research on what employers want from secondary school VE graduates regarding their communication skills. This study examined business English needs in Greek businesses and the English language skills taught in Greek vocational secondary schools. We surveyed 136 and interviewed 8 employers to identify the English language skills required in these businesses. The content of one prescribed VE English textbook was analyzed and eight teachers were interviewed about it. We found that employers emphasized oral business communication, which the textbook lacked, and we make suggestions for improvement.
U.S. undergraduate business communication (BCOM) classes teach students workplace communication fundamentals, but may not build the cross-cultural communication (CCC) skills that learners will need in today’s global workplace. This project surveyed BCOM instructors and students about the importance of including cross-cultural material in BCOM classes. While all instructors considered it at least moderately important to include CCC material, most covered the subject briefly. Students showed interest in receiving CCC training in their BCOM courses but received limited information about it in their classes. Incorporating CCC comprehensively and systematically into BCOM classrooms may help students become competent intercultural communicators.
The authors' research introduces a culture-sensitive approach to the analysis of knowledge transfer in multinational organizations. This article investigates the knowledge itself, how knowledge is represented, and its flow within social structures. The analysis considers forms of knowledge transfer as cultural products, and their interaction with the populations involved. Sociocultural structures as well as specific cultural characteristics of the populations are analyzed in reference to knowledge transfer as well as the interaction between the relevant contexts. Data were collected in two multinational Israeli software development companies and their affiliates in India. The analyses included various qualitative analyses of 96 interviews, informal discussions, documents, including instant messaging chats and observations. The authors show, for example, how the influences of contemporary professional work norms as well as customary behavior from the national context combine to influence who talks to whom, what kind of information is transferred, and the extent to which people of disparate status and background are willing to share.
Agency theory has served as a key basis for identifying drivers of offshore information system project success. Consequently, the role of relational factors in driving project success has been overlooked in this literature. In this paper, we address this gap by integrating the social embeddedness perspective and the culture literature to theorize how and why relational factors affect the success of offshore IS projects that are strategic in nature. We identify organizational and interpersonal cultural differences as critical success factors in this context. Using data from a longitudinal field study of 155 offshore IS projects managed by 22 project leaders, we found evidence of a relationship between hypothesized relational factors and two measures of offshore IS project success--namely, project cost overruns and client satisfaction-- over and above the effects of project characteristics and agency factors. Specifically, we found that information exchange, joint problem solving, and trust reduce project cost overruns and improve client satisfaction. We also found a relationship between cultural differences at the organizational and team level, and offshore IS project success. The model explained 40 percent and 41 percent of the variance in project cost overruns and client satisfaction, respectively, for projects with a client representative. For projects with no client representative, the model explained 35 percent and 37 percent of the variance in project cost overruns and client satisfaction, respectively. Collectively, the results have important theoretical and practical implications for how client-- vendor relationships should be managed when partnering with offshore firms and designing offshore IS project teams.
Interorganizational relations have been a major focus of marketing scholars in the past 2-3 decades. In this study, we explore the impact of national cultural differences, a factor that is unique to international relations, on behavior variables in exporter-foreign middleman relations. Furthermore, we argue that communication has an extended role in international channel relationships, and that it influences relationship variables in a different manner than in domestic relationships. The study supports that national cultural distance and communication have significant impact on trust and commitment, that communication may influence variables differently than in domestic relations, and that the degree of commitment toward the foreign distributor or agent is directly related to the financial performance in that market.
Characteristics of national cultures have frequently been claimed to influence the selection of entry modes. This article investigates this claim by developing a theoretical argument for why culture should influence the choice of entry. Two hypotheses are derived which relate culture to entry mode choice, one focusing on the cultural distance between countries, the other on attitudes towards uncertainty avoidance. Using a multinomial logit model and controlling for other effects, the hypotheses are tested by analysing data on 228 entries into the United States market by acquisition, wholly owned greenfield, and joint venture. Empirical support for the effect of national culture on entry choice is found.© 1988 JIBS. Journal of International Business Studies (1988) 19, 411–432
Each and every thought, word, feeling or action of a person harbor a richness of meaning, opening on all the possible worlds accessible for him/her. A vision on those possible worlds, those open possibilities of action, should be of great interest for human science research. We believe that the phenomenological thinking of Edmund Husserl, reworked to adapt to the modern conception of the human sciences, can allow such an understanding of a person or a more or less large group, giving not a static picture of his mind, but a dynamic view of the ongoing process of constitution of meaning. In cross-cultural and/or intercultural comparative fields as well as developmental and educational fields, the researcher is confronted to language, in conversations, narratives, writings and texts studied, to understand the relations of individuals to their cultures. Collecting freely expressed narratives and texts, the researcher accesses the whole universe of the subject in all its richness, individual specificity and cultural and social characteristics. Hence the question of the meaning and interpretation of the narratives to be done by a lecture in intension to reconstruct the possible worlds of the subject by phenomenological analysis. MCA, “Meaning Constitution Analysis”, explores the pluralities of the significations lying in the texts and implied by it. Software, MCA – Minerva, has been developed as an efficient tool in the work of text analysis. By MCA-method any kind of text can be analyzed in a rigorous and controlled way. By allowing also for different statistical treatment of the results of the process of analysis, it might render obsolete the now almost classical distinction between qualitative and quantitative methods.
Communication apprehension can lead to professional challenges for individuals, teams, and organizations. This is the first study of communication apprehension that involved a randomized national survey of working adults in the United States and captured broad representation in terms of age, gender, race/ethnicity, managerial status, and other factors. The study showed that communication apprehension is common, including in group discussions, meetings, interpersonal situations, and public speaking. It is significantly more common among early-career professionals, women, introverted professionals, and professionals with anxiety. Interpersonal situations appear to be the situations in which contemporary professionals are most likely to experience high communication apprehension. This study suggests more attention is needed to address communication apprehension in interpersonal and group situations. It also frames communication apprehension as a matter of inclusion and team performance.
Two studies investigated the effects of errors in German business letters written by Dutch students. Gaining insight into these effects is important since Germany and the Netherlands are one of the largest economically interdependent partnerships. One hundred and fifty-six German professionals rated letters with errors and letters without errors on comprehensibility, attitude toward text, writer organization, and behavioral intention. Errors negatively affected attitude toward text, writer, and organization. The second study investigated whether pragmatic, syntactical, lexical, and morphological errors elicited different effects on the same variables. Pragmatic and syntactical errors aroused negative effects and, therefore, deserve extra attention in class.
Low employment rate, owing to lack of aptly skilled workforce, is one of the major concerns of the Indian Information Technology (IT) sector. The study employed ranking-type Delphi method with an aim to identify those communication competencies which the employers of the Indian IT industry deem crucial for intercultural business interactions. A panel of 10 experts was created, and a total of 3 iterations were administered to achieve a satisfactory level of consensus among experts regarding the most important intercultural communication competencies (ICCs) for the Indian IT industry. Initially, a list of 25 competencies, identified through literature review, was sent to experts to be ranked. After the third iteration, the study provided a set of 10 ICCs for which there was strong agreement among the experts. Challenges and limitations have been discussed in brief.
The growth of Indian Information Technology (IT) sector has resulted in many Indian IT expatriates conducting projects at international client sites. Yet little is known about the sociocultural communication challenges these expatriates encounter. Adopting a qualitative, interpretive approach, semi-structured interviews were conducted with 47 Indian IT expatriates at client sites in Australia. The cultural validation and sociocultural competencies framework of the Excellence in Cultural Experiential Learning and Leadership Intercultural Skills Program was used to analyse expatriates’ workplace interactions. Respondents reported a lack of understanding of the ‘unwritten’ sociocultural communication rules in Australia. Communication differences contributed to their frustrations and dissatisfaction during expatriation. Insights into Indian IT expatriates’ experiences of negotiating communication competencies abroad can inform cross-cultural management scholarship and cross-cultural training. Making cultural norms explicit by embedding a cultural learning framework in cross-cultural training programs can contribute to productive, culturally diverse workplaces. The findings may provide fresh perspectives for organizations who prepare or receive expatriates, especially Indian professionals on assignment in Australia or other western countries.
This study examines the nature, manifestations and causes of communication problems in international outsourcing engagements. Specifically, it explores a case of business process outsourcing (BPO), which is the transfer of a number of business processes, such as payroll, supply chain management, and customer relations to an external supplier. In this case, a company based in the US outsourced its business processes to a company in India. (1) If widespread proficiency in English is the reason for India's predominant position in outsourcing, then why do we hear about communication problems? (2) What are the causes of such problems? (3) In what forms and situations do they manifest? (4) How could technical communication offer solutions to ameliorate or minimize some of these communication problems? Similar cases studied include previous studies of call centers in the Philippines and outsourcing relationships in software companies have identified challenges in those relationships to problems of intercultural communications, such as language use and differences in culture. Three areas of inquiry informed this study. Intercultural communication theories provide frameworks and touch points for assessing the role of culture in communication. Previous studies of outsourcing and offshoring provided definitions of the broad range of arrangements that comprise outsourcing. Although these studies all concluded that communication is a crucial factor in the success of outsourced projects, they offered few details of communication problems, their causes, manifestations, and possible solutions. Accounts of India represent India as a rapidly-growing, dynamic economy with certain typical communication problems. The study was designed as a mixed-methods, single-case study with a mix of quantitative and qualitative methods. Quantitative data were gathered through surveys that helped develop a picture of patterns in areas such as communication problems, preferred methods of communicati- n, and patterns of escalation while qualitative data from 45 personal interviews and one group interview provided insights into the nature and resolution of communication dissonances. The case studied ABC Corporation, a captive Indian company that performed BPO for a major American corporation. Communication problems that arise in the outsourcing relationship include differences in corporate culture and differences in linguistic and rhetorical choices. Issues causing these problems include differences in education and training. Ongoing training in cross-cultural communication is needed at all stages of the outsourcing cycle, with an emphasis on communication skills in the early stages of the process, especially the hiring stage. Technical communication can offer solutions to these problems because our field can help structure suitable training applying theories such as Cross' Theory of centripetal and centrifugal forces, which provide frameworks for assessing and addressing communication problems.
Cet article est une reponse a Brendan McSweeney qui, dans les colonnes du n°1, du volume 55 de la presente revue (janvier 2002) avait adresse une critique virulente a l'ouvrage de Geert Hofstede Culture's consequences: international differences in work-related values, paru en 1980. Une des principales critiques portait sur la validite des liens de causalite entre valeurs professionnelles et cultures nationales. En rappellant le caractere construit des variables etudiees, l'A. rappelle qu'il ne leur attribue pas de caractere de causalite absolue
This article describes briefly the Hofstede model of six dimensions of national cultures: Power Distance, Uncertainty Avoidance, Individualism/Collectivism, Masculinity/Femininity, Long/Short Term Orientation, and Indulgence/Restraint. It shows the conceptual and research efforts that preceded it and led up to it, and once it had become a paradigm for comparing cultures, research efforts that followed and built on it. The article stresses that dimensions depend on the level of aggregation; it describes the six entirely different dimensions found in the Hofstede et al. (2010) research into organizational cultures. It warns against confusion with value differences at the individual level. It concludes with a look ahead in what the study of dimensions of national cultures and the position of countries on them may still bring.
Indian software industry has had a phenomenal growth in the last two decades and is expected to sustain this momentum in the foreseeable future. Based on content analysis of 25 cases, the paper identifies several human resource management challenges: managing human resources in globally distributed team, shortage of software professionals having sufficient knowledge and competencies, low-skilled nature of the work, lack of well-developed HR systems and processes, high employee turnover, lack of work-life balance, and the problems associated with the use of contract employees. The paper develops a model for managing growth linking the various variables emerging from the study.
This article describes a theoretically-grounded framework of cultural dimensions conceptualized and operationalized at the individual level of analysis, based on the work of anthropologists Kluckhohn and Strodtbeck. We present empirical data gathered from five countries - Canada, Mexico, the Netherlands, Taiwan, and the United States - to assess the validity of the framework. We then use the results to explore how the cultural orientations framework can add insight and new perspectives to critical questions in cross cultural management research.
The globalization of business has challenged companies to rethink their strategies, structures, and necessary competencies of managers. The existing studies indicate that typically companies do not have enough leaders within global competencies and that competition for such resources will be even more intensive in the future. The basic prerequisite for the selection and development of global managers is that the necessary competencies of global managers are understood. On the other hand, it has been argued that this is not yet the case and thus companies do not know what competencies they should focus on. Similarly, it has been argued that the development of international competencies is not a well-advanced process within companies. The research on these areas is still scarce. In the present paper, the literature on these areas is reviewed and, on the basis of this review, further research needs are identified.
An analysis of applications and replications of the work of Geert Hofstede was based on a collection of citations of published and unpublished material. Four types of usage were found: citations, reviews, empirical replications, and as a paradigm. The role of Hofstede's work is illustrated by the number of citations, the widespread usage of Hofstede's culture types beyond citation as well as confirmation of the results and validation of the dimensions by empirical research.
Building on Goffman's (1967) notion of interaction rituals, we propose a process model, a causal model, and several propositions about effective relationship restoration behavior following relationship conflict. We conceptualize relationship restoration as a ritualistic process triggered by a violation. We identify two types of relationship violations and show how they are linked to different restoration processes. We also argue that culture governs restoration rituals for different violations. Therefore, effective relationship restoration results from an interaction of the disputants' cultures, the violation type, and the type of restoration mechanism offered.
This article explores the impact that different perceptions of time may have on cross-cultural negotiations. Beyond obvious issues of punctuality and timekeeping, differences may occur in the value placed on the uses of time and the priorities given to past, present, or future orientations. The role of time in negotiations involves two key dimensions: differing perceptions and values of time, and the management of time. Both dimensions, the author suggests, need to be on the negotiation table.
The main purpose of this study was to cross-validate Hofstede's classification of national cultures. An additional aim was to investigate the relationship between culture as perceived and culture as desired. Over 800 advanced students of economics, business administration and management from 10 countries participated in the study. They gave free descriptions of an organization they knew well and they rated their native companies on Hofstede's dimensions of power distance, uncertainty avoidance, individualism and masculinity. In addition, they indicated how they would like their native companies to be on the same dimensions. Both the data concerning the free descriptions and the data concerning the ratings of native companies show considerable support for Hofstede's four dimensions. Remarkably, there was hardly a relation between culture as perceived and culture as desired. The latter finding has important implications for the interpretation of the literature on national cultures.
There is recent evidence that perceptual processes are influenced by culture. Westerners tend to engage in context-independent and analytic perceptual processes by focusing on a salient object independently of its context, whereas Asians tend to engage in context-dependent and holistic perceptual processes by attending to the relationship between the object and the context in which the object is located. Recent research has explored mechanisms underlying such cultural differences, which indicate that participating in different social practices leads to both chronic as well as temporary shifts in perception. These findings establish a dynamic relationship between the cultural context and perceptual processes. We suggest that perception can no longer be regarded as consisting of processes that are universal across all people at all times.
The global competitiveness report
- K Schwab