Managing Cross-Cultural Clashes




                                  October 24, 2008
Agenda


I.     The World is Changing
II.    SmithStreetSolutions: Uniquely Multicultural
      a.   Multinational Leaders...
I. The World is Changing
Globalization – the growing integration of economies and societies around the world –
has been on...
a. The Past - Global Manufacturing
Twenty years ago, manufacturing was widely dispersed around the world, but the
employme...
b. The Globalization of Talent and Information
In the past few years, talent has become utilized across regional barriers
...
c. The Changing Face of Globalization
There are two important trends which have altered the nature of globalization.



  ...
Agenda


I.    The World is Changing
II. SmithStreetSolutions: Uniquely Multicultural
     a.   Multinational Leaders
    ...
a. Multinational Leaders
The cultural origins of top management influence their management style.
SmithStreetSolutions’ to...
b. Multinational Staff
SmithStreet’s employees come from all over the world, and therefore represent a wide
variety of cul...
c. Multinational Clients
SmithStreetSolutions maintains an international client base, and interacts with a wide
variety of...
d. Multinational Management Philosophies
Combining different ideas and techniques inevitably sparks innovation, improvemen...
e. Multinational Projects
SmithStreetSolutions regularly engages in multinational projects for its clients.

New York Hote...
Agenda


I.     The World is Changing
II.    SmithStreetSolutions: Uniquely Multicultural
      a.   Multinational Leaders...
III.Issues We Face (1/3)
Differing cultural expectations can cause miscommunication and conflict within the
workplace.


 ...
III.Issues We Face (2/3)
Differing cultural expectations can cause miscommunication and conflict within the
workplace.


 ...
III.Issues We Face (3/3)
Differing cultural expectations can cause miscommunication and conflict within the
workplace.


 ...
Agenda


I.     The World is Changing
II.    SmithStreetSolutions: Uniquely Multicultural
      a.   Multinational Leaders...
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures...
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures...
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures...
IV.How We Solve the Challenges of Multiculturalism
Our corporate philosophy, “Multiculturalism helps us to bridge cultures...
Agenda


I.     The World is Changing
II.    SmithStreetSolutions: Uniquely Multicultural
      a.   Multinational Leaders...
V. Selected Members at SmithStreetSolutions (1/2)
Tiphaine Camus




Background              Experience at         Challen...
V. Selected Members at SmithStreetSolutions (2/2)
Cynthia Zhang




Background             Experience at          Challeng...
Agenda


I.     The World is Changing
II.    SmithStreetSolutions: Uniquely Multicultural
      a.   Multinational Leaders...
VI.The Future




    What is the future of globalization
             and innovation?




                               ...
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Managing Cross-Cultural Clashes

  1. 1. Managing Cross-Cultural Clashes October 24, 2008
  2. 2. Agenda 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 1
  3. 3. 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) 2
  4. 4. 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 Traffic Pipelining Production Energy Exploitation Convenient Traffic Pipelining Production Energy Exploitation Standardized operations to Advanced logistics network Optimized energy resource improve work efficiency shortened the distance structures and fully utilized between countries global resources 3
  5. 5. b. The Globalization of Talent and Information In the past few years, talent has become utilized across regional barriers Communication Communication Technology Technology Strengthens cooperation , furthers communication Computer Science Computer Science Enables communication and information sharing Talent Flow Talent Flow Talent accessibility 4
  6. 6. c. The Changing Face of Globalization There are two important trends which have altered the nature of globalization. Outsourcing has Continual increases in oil become more prices prosperous Increases in Decreases in transportation information flow costs costs Development of Manufacturing information and has become communication more localized technology 5
  7. 7. Agenda 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 6
  8. 8. 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.. 7
  9. 9. b. Multinational Staff SmithStreet’s employees come from all over the world, and therefore represent a wide variety of cultural values and characteristics. Michael Yeo is a Research Manager at Tiphaine Camus is a Senior SmithStreetSolutions. Michael Associate at SmithStreetSolutions. received his B.A. in Accounting & She joined from Shanghai Economics from the University of University of Finances and Reading. Previously, Michael was an Economics where she was External Auditor at Ernst and Young teaching French and English. and an Internal Auditor at Shell, Tiphaine speaks English, French, where he helped implement their SOX Mandarin, and Spanish, and she plan throughout the whole of Asia. holds a B.A. in Chinese studies Apart from his native English, Michael from Bordeaux University. also speaks Mandarin, Cantonese and Hokkien. Sudeshna Dey is a Project Manager at Cynthia Zhang is a Senior SmithStreetSolutions. She has Associate at SmithStreetSolutions. extensive marketing and sales Previously, Cynthia taught experience in a Pharmaceutical Chinese as a foreign language at Company in India where she served as the International Culture a Sales Manager and a Product Exchange College, SHISU. Manager ( marketing). She also has Cynthia received a B.A. in experience at a financial advisory firm Chinese Education from in Shanghai. Sudeshna holds a B.Sc. Shandong Normal University and degree from the University of an M.A. in Chinese Modern Calcutta, and received an M.B.A. from Literature from Shanghai Utkal University in India. International Studies University Nathan worked at UBS Investment Moritz Wang is a Senior Associate Bank in New York, where he focused at SmithStreetSolutions. Moritz on real estate debt and equity received an M.A. in the History investments. At UBS, Nathan also Of Economic Thoughts from worked in the Financial Fudan University and worked as Sponsors/Leveraged Finance group a manager of the school cafeteria and executed transactions totaling at Fudan. He wrote his masters $10+ billion in financial services, thesis on the economic telecom, tech and media. Nathan philosophy of Liang Qichao holds a B.A. (magna cum laude) in Economics from UCLA, where he graduated Phi Beta Kappa. 8
  10. 10. c. Multinational Clients SmithStreetSolutions maintains an international client base, and interacts with a wide variety of differing business cultures. 24 hours / 7 days Management New York London Shanghai New Delhi Our clients Our office locations Consumer Marketing (India) Pvt. Ltd. 9
  11. 11. d. Multinational Management Philosophies Combining different ideas and techniques inevitably sparks innovation, improvement, and the creation of high standards. Western Dynamics: Confucian Dynamics: Principles of decency, truth and integrity Encourage to take risks and try new things Intentional focus on improving the well-being American openness of people in the workplace High Questioning Standards Sensitivity to face Creativity Consensus Innovation Importance of Openness to change relationships 10
  12. 12. e. Multinational Projects SmithStreetSolutions regularly engages in multinational projects for its clients. New York Hotel Market Research Data Data What we’ve done What we’ve done Collection Categorizing Client has a wide range of data Collected information was NYC Hotel NYC Hotel from worldwide sources categorized according to the Industry Analysis Industry Analysis specifics of MutualArt’s Auction houses project Museums Upcoming auction Galleries Auction catalogues Publications Consumer Hotel Categories Hotel Case Consumer Hotel Categories Hotel Case Artist Surveys Comparison Studies Surveys Comparison Studies Upcoming events News Features Press release Full-service Limited-Service Extended Stay Collection Full-service Limited-Service Extended Stay Hotel Analysis Hotel Analysis Hotel Analysis Hotel Analysis Hotel Analysis Hotel Analysis Database Database Outcome Outcome Building Maintenance Databases for data and Periodic update pictures were established Database enrichment With the help of our services, the client decided to enter the flexibly With the help of our services, the client decided to enter the Data source enrichment target market and gave us a follow-up project involving design of Excel target market and gave us a follow-up project involving design of Access the company logo, company name creation and the formation of the company logo, company name creation and the formation of html a market-entry strategy. a market-entry strategy. 11
  13. 13. Agenda 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 12
  14. 14. III.Issues We Face (1/3) Differing cultural expectations can cause miscommunication and conflict within the workplace. Misunderstandings Different communication styles Different values 13
  15. 15. III.Issues We Face (2/3) Differing cultural expectations can cause miscommunication and conflict within the workplace. Different work standards Concept of time Quality Responsiveness to management 14
  16. 16. III.Issues We Face (3/3) Differing cultural expectations can cause miscommunication and conflict within the workplace. Lack of communication between the Chinese and expat staff Language barriers Fear of the unknown Tendency for Chinese and expats to form separate cliques 15
  17. 17. Agenda 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 16
  18. 18. 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. Area Philosophy Goals High potential There is a large multicultural pool of talented candidates; Employee labor Recruiting Recruiting diversity 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 17
  19. 19. 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. Area Philosophy Goals Employee development Being culturally agnostic, we believe that there is more than one right way to do things Training Training 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 18
  20. 20. 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. Area Philosophy Goals Better client service Different skill sets from diverse cultures & professional experiences are applied to our work Quality Quality Diverse workgroups Local and expat management 19
  21. 21. 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. Area Philosophy Goals Better internal An environment incorporating multiculturalism communication and fosters cultural awareness Environment Environment mutual understanding Office decorations incorporate multiple cultures Social activities facilitate cross-cultural communication 20
  22. 22. Agenda 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 21
  23. 23. V. Selected Members at SmithStreetSolutions (1/2) Tiphaine Camus Background Experience at Challenges and Solutions SmithStreet Issues Encountered B.A. in Chinese Senior Associate Miscommunication Listen Studies English and Misunderstanding Be tolerant In China for over 5 Cultural Training colleagues from Respect others years Corporate Culture different cultural Can speak 4 backgrounds languages Former university teacher 22
  24. 24. V. Selected Members at SmithStreetSolutions (2/2) Cynthia Zhang Background Experience at Challenges and Solutions SmithStreet Issues Encountered M.A. in Chinese Senior Associate Misunderstandings Respect others Literature and Learning different between expats Stress the language cultures from and Chinese importance of Taught Chinese as coworkers colleagues communication a foreign language Was trained in the Learn from other for 2 years New York office cultures 23
  25. 25. Agenda 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 24
  26. 26. VI.The Future What is the future of globalization and innovation? 25
  27. 27. 26
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