Developing Intercultural Competence in Workplace: Outsourcing Film

This essay explores the concept of intercultural competence in the workplace, using the film 'Outsource' as a case study. It discusses the cultural challenges faced by an American manager in India, highlighting the stages of culture shock and the importance of adapting to new customs and habits. The essay examines theoretical frameworks such as Hofstede's cultural dimensions and Trompenaars' theory to analyze cultural differences and their impact on business and personal interactions. It emphasizes the need for patience, open-mindedness, and building relationships to navigate intercultural experiences effectively. The analysis covers aspects like power distance, individualism vs. collectivism, uncertainty avoidance, and long-term orientation, providing a comprehensive understanding of intercultural dynamics in a globalized environment. Desklib provides access to similar solved assignments and resources for students.

DEVELOPING INTERCULTURAL COMPETENCE
IN THE WORKPLACE

Table of Contents
INTRODUCTION...........................................................................................................................3
Theoretical and conceptual framework of intercultural experience:...........................................4
CONCLUSION..............................................................................................................................10
RECOMMENDATION.................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Inter culture experience is a moment personally experienced when in contact with another
culture. It is present and can be experienced through travel, immigration or simply through
office and outdoor Bolten, (2020). Culture is defining as language of beliefs, tradition and
customs people share and learn. Although culture is describing the certain group of people.
Moreover, there are various culture throughout the world and there are many co culture.
Although in the present essay the film outsource has been selected and various aspect of culture
has been described. The term intercultural relation is one of the particular attributes of culture
complexity that include learning of cognitive biases. The film outsource has been directed by
John Jefficoat. In this movie the American manager Todd was shifted to India and it has told that
it will be heading to Mumbai as company was shutting down Li, (2020). This film represent the
culture issues faced by the manager when it goes to another country. The film helps in creating
intercultural experience for those want to approach another culture. Along with this, the film was
realistic documentary that portrays rich window into global environment like cross culture
conflicts and adjustment. Moreover, in this film actor faced interesting journey from culture
shock to adjustment. Although the film has defined culture of both India and America and the
way it has affected both mental and physical symptoms.
It has defined culture shock into various form like sense of discomfort and uncertainty felt by
those exposed to different cultural environment. Moreover, it means the impact that a person
feels when enter into different area. Culture shock mainly includes five stage that people may
experience the first one is known as excitement for new culture O'Brien and Markey, (2019).
Second is stage is culture shock in which excitement turns into disappointment and difference
occurring. The third is initial adjustment where it learns to accept the culture and change in
negative to positive one. Moreover, fourth is mental isolation where individual feel lonely and it
can’t express themselves in local language. The last stage is known adaption phase where it
feels at home and it became involved in activities of some countries customs. Along with this,
film the person face difficulties in language, food, lifestyle and transportation Holliday, (1999).
Although from this film it can be concluded that it is important for an individual to adjust with
new culture and with the customs as well as habits. Beside this it has also explained about the
inter culture experience that an individual face in the corporate and personal life when move to

another country. Moreover, a movie suggested that a person should keep patient and make new
friend when it is around with new people as it is useful to build healthy relation with them.
Although Ethnocentrism is important for each person to praise their homeland’s pride but it
should be keep in appropriate level in order to get into new culture. Thus, a person should learn
from people of other culture as long as they are willing to open and adjust.
Theoretical and conceptual framework of intercultural experience:
Intercultural experience is referring to the moment which are personally experienced when in
contact with another culture. Everyone has an intercultural experience and it is an opportunity to
gain personal development, to increase awareness about global issues which helps to understand
the other cultures. Intercultural is the ability to understand the work and communicate well with
people from different culture. Intercultural people have an experience how to interact and work
with other people who have a different value, religions and experience Holliday, Morse &
Decker, (2019). Intercultural competence is required in the modern workplace which helps to
manage and improve the different cultural environment, effective time management, conflict
management and team works (Barrett, 2018). There are theories and framework of intercultural
experience which will illustrate below:
Hofstede's cultural dimensions’ theory
This theory developed by Geert hofstede's which helps to understand the different cultures across
countries and also focus on businesses is done in another culture. The aim of this theory is
understood the different cultures dimensions across the countries Gerlach & Philipp, 2021).
Hofstede cultural theory are used in global public relations which helps to understand the
cultures across the countries. It helps to inspire a number of cross cultures studies and its values,
as well as other cultural aspects such as social beliefs. This theory has been widely used in many
fields such as research, cross culture communication, international management and particularly
in a cross-culture psychology. Hofstede's perception is a sources to understand the impact of
culture on work and life. There are six dimensions of the hofstede's cultural dimensions’ theory
which are described below:
 Power distance index (PDI): Power distance index is considering the expansion to
which power are supported and inequality. It is very essential to understand the
government policies and democracies of each other counties because which helps to
understand the other counties cultures. With the aspects of UAE and UK, both countries

have a different government policies and democracies thus, they have a different
developing business strategies. Power distance index indicates that business organization
must have business strategies according the government policies which helps to
understand the cultures. In this dimension, power distance index is viewed by two view
point which are high power distance index and low power index (Kaasa, 2021).
High power distance index specify that a culture accept the power and inequity difference, and
also show that hierarchy which are clearly established and implicant in society without any
reason.
Low power distance index specify that a culture which encourage the organizational structure
such as participative activity of management and its delegation of authority.
 Individualism vs. collectivism (IDV): The individualism vs. collectivism dimensions
consider the stage of people in society which are integrated into groups. The
individualism indicated that the greater importance of self-image and its personal goals
which defined as I. The collectivism signifies the greater importance of well-being of
group and goals and their personal self-image highlights and defined as we. They
highlight the “i” versus “we”. It is very essential to identify the characteristics of each
group which helps to understand the specific task and their job descriptions so, as a
project head it will help to understand the key of the success of business easily adopt the
intercultural competence.
 Uncertainty avoidance index (UAI): this dimension define as the society tolerance of
uncertainty and express the society member which feels uncomfortable with uncertainty.
It also illustrates with two dimensions as high uncertainty avoidance and low uncertainty
avoidance.
High uncertainty avoidance cultures which specify that many countries require the formal rules ,
standards and structures. They also favour to avoid conflicts, risks and go for harmony.
Low uncertainty avoidance cultures, such as United Kingdom people are comfortable with
unstructured situations Kaasa, (2021). They consider uncertainty are natural and necessary, also
they value creativity and free to take risk.
 Femininity vs. masculinity (MAS): These dimensions are also referred to as tough and
caring. Femininity vs. masculinity considers as the preference of society behaviour,
achievements and their attitudes toward s the sexuality equality. Femininity society

indicates the female which share corporation and caring. It is very essential that men and
females should be treated equally in workplace which helps to organization efficiently.
The UK culture is mostly different from UAE because UK culture treat equally to the
men and female workers which totally different from UAE so, this dimension is rapidly
prohibited the highly masculine society.
 Short term vs. long term orientation (LTO): The long term orientation vs. short term
orientation consider the range to which society view its set of perspectives and also
identifying the overall characteristics culture of a specific society. Short term focus on the
near future or present orientation such as personal stability and gifts which highlights the
quick result and respect for tradition. Long term orientation focus on the long term future
goals and highlights the long term growth and preservation. These dimensions are helps
to identify effectively the solution of any problem. This country have to adopt new
cultures and technologies for the overall developments Hasib, (2021).
 Restraint vs. indulgence: This dimension are considers the range and tendency for a
society to fulfill its desire. Restraint vs. indulgence dimension is measure of joy are
fulfilled. In further illustration, indulgence is signified as a society that allows basic
satisfaction and their human desires related to having fun and enjoying life. Thus,
Restraints is also known as counterpart which defined as satisfaction control of needs and
regulates which strict the social norms. Restraints also believe that demonstrate the
restrict of their emotions and own live. It easily helps to understand the intercultural
competence. The societal structure of the UAE are used to be restraint but it helps to
improve in the organization higher space and its overall efficiency. This method is helps
to identify the characteristics of individual and it is essential to established transparency
within the workplace and improve the efficiency of organization.
Culture can be viewed from various perspective the first is known as essential and it is also
considered as positivist. The second one is known as non-essentialist which is known as
interpretive. The essential approach define that an individual has natural trait which are
unchanged and inherent Wolff& Borzikowsky, (2018). It is a method of gathering and
identifying a group of people with their national culture. In this section the analyse of Outsource
movie will be done by making use of Trompenaar’s theory of culture dimensions. There will be
comparison between Todd from US and its new peers that reside in India. Moreover,

Trompenaars culture dimension theory has been developed by Fons and Charles as well as this
framework stated that culture differences create better understanding of reality. The model
defines seven culture dimension such as:
Universalism versus Particularism:
The universalist can be applying anywhere and it helps in determining the distinction between
wrong and right. Although standards and values are important for a human being in order to
adjust in new culture Zou & Yu, (2021). In addition to this, particularism stated that for personal
relationships and obligations play major role in developing ethical decisions. However, in
America the work culture is generally based on universalist and in India major role is given on
personal relation. So Todd must have behaviour of staying alone and to just focus on work as
well as to act formal.
Individualism versus communitarianism:
The theory stated that individualism sees humanity as individuals such as there is no level of
inter dependence on the member of the society. It is mainly defining person as I or We and
people are mainly concerned about their very direct family as well as there is great deal of
freedom to the individual with respect to his or her personal choices. However, in case of
communitarianism culture is linked to non- western countries and it considered humanitarian as
part of group Chau and Truong, (2019). In this mainly people look after each other in order to
get obligation. In this type of cultural environment, the choice of person is influenced by various
factor like the opinion of friends, family and all the other people that are directly and indirectly
related to the person. However, America have more individualistic approach like people are
more self-involved whereas in case of India the collective culture is appreciated more as people
believe more in tradition and culture Maeder-Qian, (2018). Moreover, in the movie it has been
identify that Todd has follow more an individualistic approach where it is concerned with
primarily about himself. Although character of the movie Todd and Puro has different culture
aspect and have contracting view of life. For example, minor aspect like Todd use to live alone
even its parents’ home is just 2 hours’ drive from his residential areas. Although Puro is a
family oriented person and it can’t live away from them. Thus, it can be seen that Todd has more
individualistic approach and it enjoy their own company. This, type of culture can be noticed
even in Todd’s boss of America organization as it used to be concern about increasing the profit
and not about what employees are feeling. However, in case of Indian Boss Dave things were

different as it was more concerned about the health of the employees and considered them as key
source of business. Dave did not worry about the job loss of his employees and focus on
building healthy culture within company. However, in case of American boss it was concerned
about increasing the call centre department that has cost in low wage rate Beutel and Tangen,
(2018). Along with this, in case of Puro it was more concerned about the behaviour of Todd and
asked him to change the living area so that it feel homely. Although in the whole movie
conversation between Asha and Todd has also represented about culture dimension like
individualism and collectivism. For example, Todd asked Asha if it can move to America but
Asha said no because it was difficult for her to live without family as it has never lived in
individual culture. In addition to this, there thinking is also very different due to impact of
culture such as Asha thinks that if people will see them together then will talk rubbish but in case
of Todd it says that she is independent women and have freedom to live the life freely. Thus,
was bit shocked about the culture difference between India and America.
Neutral versus emotional:
In neutral emotions are controlled whereas in emotional culture feelings are expressed openly
and without hesitation Hagqvist and et.al., (2020). However, there are countries like UK and
Japan where people follow neutral culture as it frowns to laugh loudly in public or to display
emotional outburst. On other hand, countries like Spain and India people prefer talking loud and
greet with enthusiasm. Although the theory state that neutral culture people when collaborate
with emotional culture behaviour people for business there are high chances of culture difference
and it can create awkward situations. Moreover, low context culture expresses their ideas and
thoughts plain as possible as well as make use of straightforward communication. Although the
high context is subtler and generally depends on nonverbal actions for conveying the meaning
and to maintain social integrity. Furthermore, America is low context culture where people
generally speak their word out without even caring about the sentiments of others. While in
Indian culture it has been taught to respect other by talking to them politely Holliday, Morse &
Decker, (2019). Along with this, there are many scenes in the movie which has represented about
neutral and emotional culture dimension. It has been identified in the movie that Todd was
extrovert in nature and was very straight forward and is form a country that have low culture
Song and Xia, (2021). Such as Todd was first shifted in the office of Gharapuri and it was in
shock to see the building that was poorly constructed and passed the mean comment. In the

meeting also Todd display its anger on Puro and said that call centre is a failure and due to
that company is running in loss. Thus, Todd just burst out in anger and frustration. Along with
this, Puro on the other hand was from high culture context and even if Todd was shouting it was
just nodding the head and listening the arguments. Moreover, there was another example in
which Puro asked help from the Todd to drive him to place so that it can deliver its package.
Although it wanted to say no to Todd but it still says yes and explain the reason for not able to
go. This scenario represent that Puro is from a country that follows high context conversations
in order to not hurt feeling of others.
Achievement Versus ascription:
This achievement oriented culture and person worth is determining on the basis of their
performance and how well they have performed their task. Along with this, in ascription status is
based on who the person is. In addition to this, when someone from an achievement oriented
culture does business with people from an ascription oriented culture it is advisable to deploy
older more experienced people who are familiar with formal customs and manners. Along with
this, achievement orientation refers to culture that believes skill, ability and knowledge are
important for gaining respect in a society Tétreault and et.al., (2021). In addition to this, in case
of ascribed culture consider that various other factor like age and gender profession to gain. In
this movie Asha was is form ascribed culture as it has faced issues on every stage of the life. It
has described that in Indian society from childhood it was forced to follow the design taken by
its parents or elder. Although Todd on the other side is from achievement culture and it did not
believe in roles and responsibilities. Due to adopted in this culture Todd has given opportunity
to Asha so that it can take responsibility and develop leadership quality. However, it was hard
for Pure to understand and see a women getting promoted on higher level. This thinking got
developed due to ascribe culture in India. Thus, movie not only says that America have
negative culture but it also had stated that some of the Indian culture is also not good. Moreover,
the Movie is classic example of understanding the culture difference between countries culture.
Although in order to settle and adjust with the changing culture it is important to understand and
respect the opinion of other tradition Lee and Lee, (2020). However, in case of Todd it was hard
for him to adjust in new culture as people perspective vary in nature. Along with this, by
comparing the characteristics of Todd, Dave, Puro and Asha it can be concluded that
intercultural conflicts in movie was not between Indian and American culture but it rather

focused on showcasing culturally different Americans and Indians have. Thus, film had delivers
the message that in any case humanity should be maintain to meet the harsh reality. It has been
analysed that Tod has set the example of how to learn new things in order to manages the
intercultural at the organisation. Also, it helps to solve the issues which is related to defining the
solving the culture blocks. There is different aspect which is seen on the movie in order to face
different situation that help to enhance the knowledge and how to adopt intercultural.
CONCLUSION
From the above report it has been concluded that Outsourced as film provides rich culture
diversity and intercultural competences in organization. Along with this, throughout the report it
has been found that Todd was victim of cultural shock from the starting and due to that it was not
able to work properly in the company and was always end up in anger. However, in last a part of
movie it has been found that all the character of the movie was positively influenced by such an
intercultural experience. Moreover, it has hard for Todd to adjust but after collaborating as team
and to work in mutual interest it was easy for everyone to remove the inter culture issues. The
movie has suggested that instead of developing intercultural competence I organization it is
important to promote cultural thread that will contribute in solving cultural block. Although
cultural thread has an ability to connect people from different culture and reduce the blocks.
The study has also analysed the outsource movie with theoretical frame work related to culture
dimension which has contributed in understanding the difference between the tradition of two
countries in addition to this, the report says that in order to keep the environment of company
positive it is crucial for manager of the company to understand the cultural issues so that it can
find appropriate solution. Moreover, Todd could have improved the rate of call centre by
collaborating with Indian worker. However, Todd has also learned new strategy and adapted to
the new culture that has helped in dealing with cultural blockage.
RECOMMENDATION
 Throughout the movie it has been find in movie that Dave the manager of US company
doesn’t seem to bothered about employees in India and not the one that have been
outsourced in America form beginning Pikhart, (2018). Dave was relaxed while firing
the employees in US and was ready to lower the cost in order to hire talented employees
(Fantini, (2020)). Thus, it has been recommended to the manager that it need to
understand the cultural difference by taking feedback from the employees so that it can

easily open with the issues that has been faced by them. Although instead of increase the
employees turnover rate it should focus on interacting more with them and try to
understand their tradition.
 It is to be suggested to Dave that it should conduct training and development programme
so that employees can develop new skills and abilities to work. The training should be
deigned to teach them about open mildness and awareness as well as flexibility Mayer,
Louw & Boness, (2019). It can be incorporated with elements like intercultural and
outside cultural background.

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