Dissertation: Managing Culturally Diverse Workforce at Eurostar London

This dissertation investigates the impact of managing a culturally diverse workforce on business performance and productivity, focusing on Eurostar London as a case study. The research begins with an abstract and table of contents, followed by an introduction outlining the research's rationale, aims, objectives, and research questions. The study employs a quantitative research methodology, utilizing primary data collection through surveys and secondary data from literature reviews, including books, journals, and articles. The literature review explores the concept of a culturally diverse workforce, different management approaches, and the challenges faced. The dissertation aims to identify the benefits and challenges of managing a diverse workforce. The findings and discussions, along with the conclusions and recommendations, are presented to provide insights into the effective management of cultural diversity in the workplace. The study concludes by summarizing the research findings and offering recommendations for Eurostar London to enhance its diversity management practices, ultimately contributing to improved business outcomes. The dissertation includes references and an appendix for further details.

Research Dissertation
(Managing culturally diverse
workforce at Eurostar London)

Abstract
This paper presents study over increasing workforce diversity within the business
environment, thus, workforce diversity is recognised to be the most effective area of study which
refers as the most considered issue of human resource management in the modern business
environment. Thus, businesses now a day’s are facing a lot issue in relation to the area of
managing culturally diverse workforce and it is evaluated as the most prior aspect of business
which helps the business in developing the operations and progression of the business.
Workforce diversity defines similarities and differences in between of employees in terms of age,
cultural background, physical abilities and disabilities, race, religion, gender, and sexual
orientation. Therefore, individual are alike as they are different in not only the perspective of
gender, culture, race, social and psychological characteristics but also in their perspectives and
prejudices. Society had discriminated on these aspects for centuries. In this specific analysis the
study has been executed over the area of Eurostar London, as it is the large and high speed travel
service provider, which has its major concern over promoting diversity at workplace, thus it is
effective for the business in attaining higher growth and success. In this present study,
quantitative research is being applied as it is effective in conducting detailed analysis which
helps in assisting the whole work in right manner to over come the issue. In addition to this,
primary as well as secondary both the tools are being prominent in executing this analysis in
imperative manner, therefore, primary research is being considered as the major source of
accumulating first hand data via the help of conducting survey as in this questionnaire is being
developed to gather information. On the contrary side, secondary study is being equality in
developing theoretical perspective via the opinion analyse of authors and writers, thus in this
books, journals, published articles are the major source of information accumulation.
Furthermore, conclusion has played an effective role in providing summary in regards to the
findings of the research.

Table of Contents
Abstract............................................................................................................................................2
Title..................................................................................................................................................1
Chapter 1: Introduction....................................................................................................................1
Chapter 2: Literature Review...........................................................................................................3
Chapter 3: Research Methodology...................................................................................................8
Chapter 4: Presentation of Results and discussion and findings....................................................15
Chapter 5: Conclusion and Recommendation................................................................................27
Conclusion............................................................................................................................27
Recommendation..................................................................................................................28
References......................................................................................................................................30
Appendix........................................................................................................................................33

Title
To identify the impact of managing culturally diverse workforce in improving business
performance and productivity. A study of Eurostar London.
Chapter 1: Introduction
Overview of the Research
The present study initiates to determine the potential the impact of managing culturally
diverse workforce in improving business performance and productivity. Therefore, it considered
as one of the key challenge of human resource management within modern business era because
of globalisation of business, alternation in economic or political environment (Cano, 2020).
Workforce diversity mainly refers as the key concern of each size of business, thus it defines as
the means of differences and similarity among individual within a workplace in terms of age,
cultural background, physical abilities, religion, race, gender and sexual orientation and so on.
However, businesses now a day’s are very much concern over promoting diversity at workplace
for the intention of exploring their operations and progression, thus people from diverse area are
more liable in attempting business operations in effective manner via the contribution of their
unique skills and abilities. In the present investigation the overall analysis is based on the study
of Eurostar London, thus it is an international high-speed railway service provider. However, the
business is concern over enhancing diversity at workplace in respect to attaining higher growth
and success (Fine, Sojo and Lawford‐Smith, 2020).
Background of the Business
In today’s modern business environment, the primary motive of each business is to
attaining higher growth and success and for this, businesses are concern over managing diversity
at workplace (Dover, Kaiser and Major, 2020). Therefore, in this the study is based on Eurostar
London and it is an international high-speed railway service provider which connects London
with with Amsterdam, Avignon, Brussels, Bourg-Saint-Maurice, Disneyland Paris, Lille,
Fréthun, Lyon, Marseille, Paris, and Rotterdam. Therefore, All its trains travel by the Channel
Tunnel among the United Kingdom and France, owned and operated separately by Getlink. The
services of Eurostar is began by the year of 1994 and make sure to provide high speed train
facility to the people (Lyon, 2020).
Rationale of the Research
1

The research into consideration is based on analysing the impact of managing culturally
diverse workforce in improving business performance and productivity, therefore, it is a wide
academic writing which is imperative in providing an effective knowledge base regarding the
area of cultural diversity and how it is beneficial for the business growth and success (Harry,
2020). This analysis is worth studying because cultural diversity is recognised as the key
challenge in today’s modern business environment which influences the operations and
progression of the business. Thus this study provides in-depth analysis over the chosen area and
provides benefits to the businesses to resolve the issue if diversity at workplace. In addition to
this, the analysis is also being executed for the sack of the personal interest of the researcher, as
the investigator wants to get better idea about the recognition and attempt their future projects in
more liable manner.
Research Aim
To identify the impact of managing culturally diverse workforce in improving business
performance and productivity. A study of Eurostar London.
Research Objectives
 To develop basic understanding about the culturally diverse workforce in context of an
organisation.
 To determine the different ways for managing culturally diverse workforce at Eurostar
London.
 To analyse the importance of managing culturally diverse workforce on business
productivity and performance of Eurostar London.
 To determine the challenges that may be face by Eurostar London while managing
cultural diversity.
Research Questions
 What is the concept of culturally diverse workforce in context of an organisation?
 What are the different ways for managing culturally diverse workforce at Eurostar
London?
 What are the importance of managing culturally diverse workforce on business
productivity and performance of Eurostar London?
 What are the key challenges that may be face by Eurostar London while managing
cultural diversity?
2

Chapter 2: Literature Review
It is most crucial aspect of exploration project, as it leads effectively to creating a profound
theoretical structure that allows the overall research to achieve true and reliable results. The
secondary sources are the literature review and therefore do not analyze the experimental work.
The secondary sources which used in collection of data are books, articles, journals, scholars and
others. The main purpose of the literature review is to examine the views of previous authors so
as to highlight a given topic (Barak, 2016). The Literature Review chapter under which purpose
knowledge is explored in depth. This data is collected through credible and accurate online
sources. It is easiest way to receive accurate and credible knowledge.
Culturally diverse workforce in context of an organization
As per viewpoint of Dr. Richard T. Alpert (2020) at workplace, cultural diversity is when
organizations are open to requesting staff members from all the different backgrounds regardless
of religion, culture and race. When the organizations higher and sustained it was full of the
people this brings about various advantages to organization as well as it staff members. People
from the different background various perspectives and their contribution permits group to look
at the issues from all angles. Cultural diversity at workplace is result of practices, traditions and
values of staff members based on the age, religion, Gender and ethnicity. Economic globalization
is main driving force of the cultural diversity at workplace. Managers have realized that the
workforce diversity gives material as well as intangible benefits. In context to managers, main
advantages of cultural diversity at workplace, they should communicate their commitment to
addressing challenges of diverse workforce. Manager should see to celebrate staff member’s
diversity to avoid the issues at workplace such as hostility and awkwardness. Every person can
be described as being diverse because they have the unique view point, diversity at workplace is
related to particular group who have experienced discrimination. Diversity and inclusion
programs in company are introduced to overcome from barriers of various group of the people
working together in productive manner (Bouncken, Brem and Kraus, 2016). Cultural diversity is
not really a fad in near future. Globalization is still there, which means that companies need to
promote programs that build a diverse cultural workforce. Though guidelines in a company
manual are good beginning, multiculturalism is more concerned with thought than with
guidelines in a company manual. Professionals should also be coordinated in the same way that
cultural diversity is embraced. There is no underestimation of the value of cultural diversity at
3

work. Different workers make the ultimate difference and help to stay on right side of law.
Organizations with transparent strategies for diversity and inclusion benefit from happy,
successful and profitable workers.
As contrary to this Don Potochny (2020) Cultural diversity is known as multiculturalism, a
broad set of values that recognizes and encourages the interests of all the communities that make
up the organization. Cultural diversity is a significant factor in the implementation of diversity
and inclusion programs in the business. The introduction of a systematic Diversity and Inclusion
Policy will also be illustrated by cultural diversity. It is not only to follow federal guidelines that
specifically state discrimination on the basis of demographic issues that should be considered
unlawful that Cultural Diversity programs must be created. Multiculturalism has many
advantages at work, beginning with raising bottom line such as enhance profit, increased
creativity, Positive Brand Reputation, Reduce Employee Turnover and others.
The Equality and Diversity policy of Eurostar London stated that colleagues deserve to
respect and values. From the hiring, training and development have policies to assure it
recognize talent in the every form. It is committed to improving the gender balance and have
more initiatives to support recruitment as well as development of the talented women across
business (Emeh, Njoku and Ukenna, 2017).
Different ways for managing culturally diverse workforce at Eurostar London
On the basis of Eric Dyson (2020) Managing cultural diversity at work successfully allows
each employee to accept them, enables them to take an active part in company decisions and can
also improve the credibility of the company to attract talented and best talents. Stereotyped
interactions can cause destruction. Prejudiced members do not respect minority members as
individuals. Only race, sex, or sexual orientation can be seen. They want individual to comply
with their loss. As a consequence, the contact and actions of the minority are mediated by their
damage. Once team combines, it becomes more creative and more effective with diversity. The
outcome for those on team is better salaries, rewards and even product choices. On the other
hand, to hire the diverse workforce is complex, sustain and maintain diverse workforce is more
challenges. There are different ways for managing the culturally diverse workforce at Eurostar
London given below:
Understanding Cultural Differences- This is necessary to know about the dimension of cultural
diversity of staff members at an organization consisting perception of the time, communication
4

patterns, Hierarchy, distance and others. This is important to educate Human Resource
Department as well as management team regarding issues which may arise in order to optimize
performance level of staff members and reduce adverse consequences that arises the cultural
differences at workplace. With adequate comprehensive towards differences, managers of
Eurostar London can work together with human resource persons to set the better policy for staff
members at workplace (Han and Beyerlein, 2016).
Practicing effective communication- Conflict at workplace arises when any misunderstanding
occurs. For the locals, on their communication style may be different but as the local they do
understand what forms useful. For the people which belong to other country, they have entirely
different style. There is a need to Staff members to learn in- depth about each other and also
communicate in casual way other than just on the working area so that they can able to learn
about the different style of speaking of each other. This will help in understanding each other and
also able to share their view points and opinion with each other. This is necessary to develop
better working relationship but more necessary to work together is team. In this manner, one
knows the style of other work can be effectively communicated without arising any
misunderstanding.
Introducing free speech- To develop the harmonious workplace, acceptance and appreciation
are main important factors with culturally diverse workforce. Managers and human resource can
work together for in inculcate environment for the staff members can able to talk comfortably
with each other regarding differences. It can be done through introducing Mentoring programs
for the new hires as well as open the communications section periodically for the each employee
to share their ideas as well as new knowledge. With various backgrounds of staff members, this
is nice to celebrate necessary holidays of each other country. When the staff members feel
secured as well as accepted regardless cultural differences which they form from the each other,
their moral can be enhanced and their capability to perform the activities can be increased
(Lambert, 2016).
Working calendars- It is much easier to run a culturally diversified team as it incorporates
national holidays in their work schedule. This allows employees also to efficiently manage and
prioritize their work, knowing that on those festive days they will spend short period of time. In
this way, other than to remember the staff members how organization appreciates them. The
5

additional benefits given to workers are improved their efficiency and excitement for each
position other than to promote the employee's feeling of acceptance and security.
As contrary, Janine Schindler (2020), In order to manage effectively in a global and
domestic multicultural environment, Eurostar with a diverse workforce must recognize
differences that may arise through working with diverse people. Moreover, organizations have to
transform these gaps into benefits instead of overlooking them or enabling them to cause even
more problems. Managers must also be taught how to value diversity and also learn in what
manner to work with them to reach their full potential. The organization's cultural diversity is
handled by management and staff, as well as its benefits and drawbacks. Managing the cultural
diversity has been shown to improve Employee retention and minimize cost related with
employee turnover. In diverse workforce, staff members are likely to remain loyal when they feel
that they are expected as well as value for unique contribution. Diverse workplace will help
company to understand the target demographics. Diverse workplace can better align the culture
of an organization with the demographic makeup. The main objective of managing the cultural
diversity at workplace is helpful in developing the positive working relationship.
Importance of managing culturally diverse workforce on business productivity and performance
of Eurostar London
According to opinion of Rick Lepsinger (2018) managing the cultural diverse workplace is
helpful in enhancing the productivity as well as performance level of the Eurostar London
Company. Different backgrounds people are work at common place helps in motivated them and
they focus towards make innovation. Cultural diversity attracts best talent in multicultural
organization. This is easier to serve a growing global market as these organizations have a better
understanding of the needs of legal, economic, political, social and cultural environments of the
foreign countries. To maintain a dynamic atmosphere, workers of Eurostar London are best off
solving problems, implying multiple perspectives while coping with different complicated issues.
Staff will execute changes and gain organizational versatility. In addition, it brings its own
experience, talents and also skills to customers ' demands easily and globally. Presence of the
diversity within an organization is also social responsibility of a company and a non-
discriminatory equality of opportunity between groups. Diversity increases organizational
productivity and creativity. A diverse environment has positive impact on the performance of a
Eurostar London and furthermore examined that managing diversity will contribute to a
6

competitive advantage while enhancing an organization's efficiency. Other importance of
diversity management at a workplace include increasing work opportunities and absenteeism and
staff members who feel valued at work generally works harder, involved and more innovative.
As contrary to this, Katie Sawyer (2020) stated some importance of managing culturally
diverse workforce on business productivity and performance of Eurostar London given below:
Innovation- When in an organization everyone is from similar background then they are likely to
have the same ideas. In context to remain competitive, Eurostar London requires new ideas as
well as concepts. Diverse workforce brings the unique perspectives on how to solve the issues as
well as innovate for gaining the competitive advantages.
Compliance- Eurostar London organization must comply with federal as well as state laws
prohibiting the practice of discrimination. Promoting a new workforce that values everyone helps
businesses to comply with law and ensures that each worker is to be treated with respect they
deserves (Nehring, 2019).
Reputation- Commitment to diversity demonstrates that company values, equality and fairness.
These characteristics have positive impact on reputation of company with suppliers as well as
consumers. Eurostar London openly hires best candidates for vacant job role irrespective of
which group they are related will gain loyalty of customers as well as better reputation of
company
Productivity- Managing diverse workforce is helpful in enhancing the organization productivity.
If staff members of different backgrounds are working together at workplace and share their
views and opinion with each other than they are able to focus on attaining the performance at
objectives by working together in a team. It helps in making their relationship strong and the
chances of arise conflict can be reduced (Riccucci, 2018).
Respect- Diverse workforce enables the team members to appreciate or respect differences in
each other due to positive contribution which people brings. Where the co-workers are open to
be learning from the each other, they are appreciating that diversity in enables them to be
function functioning as team.
Growth- A business has diverse workforce here, it can establish ties with people from different
cultures. Different workers will advise businesses on the best approaches for attracting new
customers. Staff members who speak foreign languages and aware of international business
cultural norms can be essential to the development of a company (Syed and Ozbilgin, 2019).
7

Chapter 3: Research Methodology
Research methodology is an important and fundamental part of dissertation that supports
investigator in gathering as well as collecting of valid information about any type of study.
Research methodology introduces to the process of data collection and data analysis that
facilitates researcher in achieving valid outcomes of the study (Achyldurdyyeva, Wang, Lin and
Jaw, 2019). This section of dissertation includes different number of useful methods and
approaches that has been applied within a study for gathering and analysing valid and reliable
data about the impact of managing culturally diverse workforce in improving business
performance and productivity of an organisation. Main purpose of research methodology is to
helps researcher in collecting of accurate information from different numbers of suitable methods
or techniques. These methods or techniques will be explained as below in detailed manner and
with purpose for achieving research aim and objectives systematically and effectively. These are:
Research philosophy: It is a set of beliefs that is mainly related with the nature of reality that
will helps researcher in doing research effectively. There are basically three main philosophies of
research that are essential within research process. These are ontology, epistemology and
Axiology. Ontology explains the nature of reality and epistemology supports researcher in
finding the data that they can prove without any doubt. Axiology helps investigator to learn how
opinions and valuable impact the data collection and data analysis of research (Dennissen,
Benschop and van den Brink, 2019). All these are effective but epistemology philosophy will be
used because it helps in collection and analysing of valid information. There are two types of
epistemology philosophy which are positivism and interpretivisim. Both types are essential but
within a dissertation positivism philosophy has been followed by investigator.
 Justification: Main research behind selecting positivism philosophy for current study is it
aid in collecting, analysing, using and interpreting of quantitative information with no
additional time and cost as compare to interpretivisim type of epistemology philosophy
(Dennissen, Benschop and van den Brink, 2020).
Research approach: This refers to the useful and valuable process of data analysis that has
two approaches such as inductive and deductive. These are main types of research approach that
assist in analisation of qualitative and quantitative information. For performing current
dissertation over the impact of managing culturally diverse workforce in enhancing business
8

performance and productivity of company, deductive approach has been applied by the
researcher (Dhiman, Modi and Kumar, 2019).
 Justification: Main intent behind following deductive approach for current research is it
support in analysing of quantitative information in less time and in effective manner. On
the other side, inductive approach is not follow for performing this dissertation because it
is based on qualitative information that resulted in additional time as well as resources
also (Elkhwesky, Salem and Barakat, 2019).
Research strategy: This is an important part of research methodology that explains how the
investigator intends to do research. This section has different number of research strategies
which are action research, experimental research, interviews, surveys, case study research or a
systematic literature review. All these are main types of research strategies but for carry out
research on existing topic, surveys and systematic literature review has been applied (Gibbs, Han
and Lun, 2019).
 Justification: Survey is a part of primary data collection and systematic literature review
is associated with the secondary data. Main research for selecting questionnaire as a part
of survey is it assists in collecting of valid and quantitative data by consuming minimum
time period. On the other hand, systematic literature review was used by researcher for
collecting secondary data (Gupta, 2020). Main idea behind using systematic literature
review as it aid researcher in collecting of in-depth and accurate information from
number of secondary sources i.e. books, articles etc.
Research choice: There are basically three choice of research for researcher which is mono
method, mixed method and multi-method. Mono method is suitable when researcher needed to
collect one type of data such as qualitative or quantitative. Mixed method refers to the
combination of qualitative and quantitative research. Multi-method is similar with the mixed
method but there is one difference which is mixed method combines research methodology to set
up particular set of data, multi-method does not. Therefore, these are effective choice but for
conducting current research on the impact of the impact of managing culturally diverse
workforce for improving business performance as well as productivity, mono method will be
used by researcher (Luanglath, Ali and Mohannak, 2019).
 Justification: Main rationale behind selecting mono method as it only includes one type
of data; that is using qualitative or quantitative methodology. Under mono method,
9