ASSIGNMENT

COURSE: PSP
CLASS : HOTEL D3/SMT 1
DATE : 5 AND 12 NOVEMBER 2014
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CROSS-CULTURAL SCENARIOS

Read the following cross-cultural scenarios. In each mini-case study, a basic cultural
conflict occurs between the actors involved. Try to identify the source of the conflict and
suggest how it could have been avoided or minimized.

2-1 Sam Lucas, a construction supervisor for an international engineering firm, had
been chosen to supervise construction on a new hotel project, in Jidda, Saudi Arabia,
primarily because of his outstanding work record. On this project, Sam supervised the
work of about a dozen Americans and nearly one hundred Saudi laborers. It was not
long before Sam realized that the Saudi laborers, to his way of thinking, were nowhere
as reliable as the workers he had supervised in the United States. He was becoming
increasingly annoyed at the seeming lack of competence of the local workforce.
Following the leadership style that held him in such good stead at home, he would
reprimand any worker who was not doing his job properly, and he would make certain
that he did it publicly so that it would serve as an object lesson to all the other workers.
He was convinced that he was doing the right thing and was being fair, for after all, he
reprimanded both Americans and Saudis alike. He was troubled, however, by the fact
that the problems seemed to be growing worse and more numerous.

What advice might you give Sam?

2-2 Bernice Caplan, purchaser for women’s apparel for a major U.S. department store,
had just taken over the overseas accounts. Excited and anxious to make a good impression
on her European counterparts, Bernice worked long, hard hours to provide information
needed to close purchasing contracts in a timely manner. Stefan, one of her
Dutch associates in Amsterdam, sent an urgent message on May 1 requiring information
before the close of day on 6/5.
Although she thought it odd for the message to be marked URGENT for information
needed over a month away, Bernice squeezed the request into her already busy schedule.
She was pleased when she had whipped together the information and was able to fax it
by May 10, three full weeks before the deadline. Pleased with herself, she placed a telephone
call to Stefan to make sure that he had received the fax and was met with an angry,
hostile response.The department store not only lost the order at the agreed-upon cost, but
the Dutch office asked that Bernice be removed from their account.

Where did Bernice go wrong?