Intercultural Competences in Business: A Case Study on Stefan Phillips

This case study analyzes the challenges faced by Stefan Phillips, a US airline manager transferred to Saudi Arabia, highlighting the importance of intercultural competence in business. Stefan struggles with cultural differences, particularly the local employees' reliance on religious beliefs and the phrase "Inshallah." The analysis identifies Stefan's mistakes, such as a lack of cultural framework and a failure to seek solutions. The case study explores how Stefan could better understand the cross-cultural problem by using intercultural theories like the social science, interpretive, dialectical, and critical approaches. It offers advice, including open communication, local assistants, workshops, and global concepts, to improve his understanding and interactions. The conclusion emphasizes the importance of intercultural communication and adaptation to ensure successful business outcomes in diverse cultural settings. The assignment is designed to help students understand and apply intercultural communication theories in real-world business scenarios, providing strategies for effective cross-cultural interactions. The student also offers advice to Stefan, emphasizing the importance of cultural knowledge and interpersonal skills to foster a positive work environment and achieve his career goals. The case study concludes by emphasizing the significance of intercultural understanding and communication for business success.

Case Study on Intercultural
Competences
1

Table of Contents
Introduction......................................................................................................................................3
Case Study on Stefan Phillips..........................................................................................................3
Where did Stefan go wrong?.......................................................................................................3
How could you help Stefan better understand this cross-cultural problem?...............................4
Use intercultural theories to explain it and support your discussion..........................................5
What would be your advice to Stefan?.......................................................................................7
Conclusion.......................................................................................................................................7
References........................................................................................................................................8
2

Introduction
Intercultural competencies are related to different cultural competencies which is a
continuous process that must be related increase to different skill's people in being proficient in
intercultural and intra cultural activities. All of these are basically related to different knowledge
and different culture that are related to improving ability with different people and manage
cultural. There are various skills and knowledge which are required as per adaptation skills,
attitude of modesty and make respect which are related to intercultural communication
(Calloway-Thomas, Arasaratnam-Smith and Deardorff, 2017). In order to complete this report, a
case study is discussed which are based on Stefan Phillips. This will be related to different
values, belief system and making cultural profiling and self-construal areas. Further different
intercultural communication theories and business interactions are used to make intercultural
framework. All of these information are helpful in determining the cultural communication and
growth in market for understanding the behaviour of different people who are facing issues
related to intercultural competencies.
Case Study on Stefan Phillips
Where did Stefan go wrong?
Stefan Philips is a manager in a US airline and has been transferred to Dhahran in Saudi
Arabia to set up a new office there. This has been Stefan's first work exposure in the Arab world.
Arab culture is very different from US culture and the local employees there, are quite
religiously involved even at their work place. They consider everything as will of God and say
"Inshallah" a lot. This has caused frustration to the Stefan who is not used to of such culture and
believes that they are so passive about job-related issues and use God as excuse to avoid taking
any responsibility. Stefan sees this problem as insolvable.
Considering any problem as insolvable is the first mistake that Stefan has been
committing. It is a clear case of failure in understanding cross-cultural differences probably
because Stefan had been transferred to Saudi Arabia without being provided a cultural
framework of the work culture in the Saudi Arabia (Fantini, 2018). Second mistake that Stefan
has been committing is to crib about the issue rather than looking out for the possible solutions.
Being more tolerant about cultural differences in the personal and professional spheres of two
countries will be helpful to Stefan.
3

How could you help Stefan better understand this cross-cultural problem?
As Stefan, are not aware with the any type of cross-cultural framework that must be
related to their cultural activities. Further, Stefan has not been trying to work and manage in
Saudi Arabia culture. So he has been facing many challenges related to cross-cultural activities.
This could be helpful in determining the issues which he are facing, within his organisation
structure. The main problems which he are facing within his organisation in Saudi Arabia are
related to communication, language and expression. As it would be related to use and needed to
be manage by the cross-cultural team. There must be misinterpretation within an organisation
which are related to less teamwork efforts and making ineffective activities to suffer within an
organisation. There are major communication styles which are used by different people in
different area that may be related to major declining activities within an organisation or in
cultural activities (Frolova and Lopatinskaya, 2018). Further another challenge that may be face
by the Stefan is people of Saudi Arabia's attitude this will make a strong conflict in between all
of them. So it could be the biggest challenge in the organisation and facing issue of cross-cultural
problems. Further people are having different decision and priority style within the different
cultural environment. Which increase the chance of inclining attitude towards the disclosure and
try to make suitable approaches in order to knowing sector which would be related to different
aspect and knowledge of cultures. Another major problem which are face by Stefan is that he has
no information and knowledge of cross-cultural activities, and the culture of Saudi Arabia's
people are so different. So it make some issues within society and make sustainable changes for
facing major challenges in organisation.
To overcome these challenges and issues major strategies and solution are needed to be
make sure to overcome the challenges (Valeeva and et.al., 2018). Some of the major strategies
and activities which are helpful for Stefan in order to remove the problem which are face by
them in cross-cultural problem and their activities. Some of them are explained below:
 The most important issue which they are facing is related to open communication skill. In
the related case study, Stefan used to make proper communication with others and try to
use different open communication skill courses which help him to understand and gain
more knowledge about Saudi Arabia culture and customs.
 Another approach which can be used by the Stefan's organisation is they can appoint and
local assistant to Stefan. That must be helpful to Stefan for understanding best culture and
4

understanding of Saudi Arabia culture and custom. This is such an realistic approach
which are helpful in getting best information which are suitable and consistent for the
company to get effective communication challenges and make suitable outcomes.
 Another way which are helpful in giving five day communication knowledge and impact
of different workshop. That would be helpful in assigning and getting more
understanding which are related to make effective communication and make
understanding for cultural which are follow up by the people of Saudi Arabia.
 It can be done by the organisation to make one-to-one coaching that could be beneficial
for the company and make suitable changes which are related to major growth and
success of company (Gómez-Zermeño, 2018). This will be helpful in analysing the main
interest and people culture. Which would be effective as if they have the understanding
and culture which are related to cross-cultural issues.
 They can joined their employees; an interaction programme which has been effective and
appropriate for the growth and success of the company. These type of programme are
related to growth and success which are beneficial for increasing understanding
knowledge and factors that may be affect the change and policies.
 The organisation should be able to use the global concept which are helpful for every
type of people, either they belongs to Saudi Arabia or not. So it is important for them to
understand and make feel more comfortable to access the culture and make more
effective approaches within an organisation.
Use intercultural theories to explain it and support your discussion
As identified in the case study, Stefan has been facing challenges due to failure in
understanding cross-cultural differences between the culture that is followed in US and in Saudi
Arabia. These challenges can be a result of either lack of cultural awareness of the expatriate
manager or the lack of proper communication channels that can guide Stefan to adopt and adapt
in the Arab culture otherwise, it won't be long that he will give up and return to US as a failed
expatriate (Tompkins and et.al., 2017). Communication plays a very important role in ensuring
success of business assignments and it is capable of playing crucial in developing intercultural
understanding as well as developing bond with local employees. Knowing foreign language and
cultural background of the country in which one is migrating, forms a part of intercultural
communication theories. These theories includes learnings related to appropriate communication
5

across different cultures and societal groups that makes one capable of understanding issues
related to varied cultural backgrounds. Below mentioned are some intercultural communication
theories that can be helpful to Stefan in having a better understanding and approach to resolve
this issue:
 Social Science approach: This modular theory of cross-cultural communication is based
on understanding the society and behaviour of the person of the other culture. Under it, it
advised to observe the behaviour of person from other culture to understand their psyche
and develop a way to communicate with them (Simpson and Dervin, 2019). Stefan can
use this approach to observe their reaction under different situations and how they believe
that God will tackle things to determine balance mid-way in their work cultural approach.
 Interpretive approach: This theory is based on accumulating knowledge about other
culture on the basis of shared stories and individual experiences. Stefan has already been
experiencing the issues and can also take help of the local assistant to know the
subjective opinions of the people on related topics so that an experience bank can be
developed and the Stefan does not need to strive further to make predictions on the
generalised approach on self cultural belief but rather dependent on the findings (Lianaki-
Dedouli and Plouin, 2017). With the help of this theory Stefan can experience various
changes and implement that challenges within their organisation.
 Dialectical approach: This is another intercultural theory which examines the
communication aspects in the form of different dichotomies such as personal vs.
contextual, difference vs. similar, etc. This approach will help Stefan develop an
understanding of the similarities and differences in the culture that he comes from and the
one that he has to deal with. This approach will help him understand his local
subordinates much better which will further pave way for acknowledging the difference
and negotiating the differences with them.
 Critical approach: This theory is based on critiquing self pre-conceived notions about
other culture as pre-conceived notions makes a person rigid and then communicating with
others become difficult especially with the persons of those culture against which one has
developed negative notions. This is the case of Stefan who has assumed that Arab culture
has this issue of leaving things to God rather than finding solutions. It will help develop a
rich understanding of the complex and multifaceted intercultural communication.
6

What would be your advice to Stefan?
The beneficial advice for Stefan is that he should gain some extra knowledge of culture
and make effective start to make healthy and mental lifestyle in the organisation. The cross-
cultural background is very important for Stefan as it would be helpful in analysing the basic
situation and make comparative analysis of different culture and background of the people of
Saudi Arabia. Further he should developed his interpersonal activities and make sure about
applying all the particular intercultural communication theory in the daily practices. This will be
related to further selection and preparation of the people (Özdemir, 2017). In will make
representation which will make supportive which are helpful in analysing skills and building a
social network in an organisation. It will further help in make informal introduction which are
supportive and make colleagues in an organisation and make encouraging activities. He should
make more interaction with the other people of Saudi Arabia which are supportive and influence
for the growth and gaining knowledge for different interpersonal activities. That could be related
to different skills and knowledge and base which are related to culture shock, which become one
of the particular reason for understanding the concept and make suitable changes within an
organization fro their employees and customer. This is very important for him to understand that
to whom he is consulting and make answerable. For this he could make suitable changes and
expatiate career goals, and make challenges which are repatriation before the employees are
changes and create a mentor for understanding programme. All of the above suggestion are
useful for Stefan and make sure about the changes that can be helpful for Stefan for analysing the
situation and make sure about working within an environment and complete their task as per the
needs and requirement.
Conclusion
From the above case study it is concluded that the use of high understanding about
intercultural communication and make sure about relevant changes. This could be helpful for the
individual to first understand the culture and make sure about the relevant approaches in the
suitable time period which are related to different approaches and cross-cultural activities. There
are lots of people who are related to major environmental changes and make applicabilities
within an organisation. These would be very beneficial to understand the culture and make more
knowledge in order to analysis the attitude, decision, behaviour and make culture in the different
area.
7

References
Books and Journals
Calloway-Thomas, C., Arasaratnam-Smith, L.A. and Deardorff, D.K., 2017. The role of empathy
in fostering intercultural competence. Intercultural competence in higher education:
International approaches, assessment and application, pp.32-42.
Fantini, A.E., 2018. Intercultural communicative competence in educational exchange: A
multinational perspective. Routledge.
Frolova, O.A. and Lopatinskaya, V.V., 2018. The development of intercultural foreign language
competence of University students of economics. Мир науки, 6(2), pp.57-57.
Gómez-Zermeño, M.G., 2018. Strategies to identify intercultural competences in community
instructors. Journal for Multicultural Education.
Lianaki-Dedouli, I. and Plouin, J., 2017. Bridging anticipation skills and intercultural
competences as a means to reinforce the capacity of global citizens for learning to learn
together. Futures, 94, pp.45-58.
Özdemir, E., 2017. Promoting EFL learners’ intercultural communication effectiveness: a focus
on Facebook. Computer Assisted Language Learning, 30(6), pp.510-528.
Simpson, A. and Dervin, F., 2019. Global and intercultural competences for whom? By whom?
For what purpose?: An example from the Asia Society and the OECD. Compare: A
Journal of Comparative and International Education.
Tompkins, A. and et.al., 2017. Gender influences on students’ study abroad participation and
intercultural competence. Journal of Student Affairs Research and Practice, 54(2),
pp.204-216.
Valeeva, R. and et.al., 2018, September. Assessing intercultural competence of engineering
students and scholars for promoting academic mobility. In International Conference on
Interactive Collaborative Learning (pp. 815-825). Springer, Cham.
8