Phone Center (Scenario)
The Technix Computer Corporation recently finished construction of a customer service phone center in New Delhi, India. Phone center agents will be responsible for answering technical questions from customers around the globe. Technix has hired 55 local computer experts as phone agents, and a training session is underway. Technical specialists and call center specialists from the United States have flown to India to train the new Indian employees. Hank Patelli, a senior manager of a Technix phone center in Michigan, will oversee the New Delhi phone center for six months until a local manager is hired and trained to replace him.
-After the first training session, a number of the Michigan employees expressed frustration that the Indian employees lacked technical knowledge because none of them asked questions or offered answers. Which of the following would be the best way for Hank to handle the situation?

Question

Quizplus · Accepted Answer

CA) Cultural differences can significantly impact communication styles. In many Asian cultures, including India, silence can be a sign of respect, especially in a learning environment where the teacher or trainer is viewed with high regard. Recognizing and acknowledging this can help the American employees understand the behavior of their Indian counterparts, fostering a more inclusive and understanding work environment.C) Social events can be a great way to break down barriers and encourage informal interaction among team members from different cultures. A traditional American barbecue, while culturally specific, offers an opportunity for the Indian employees to experience a piece of American culture and for both groups to engage in conversations outside of the formal training environment. This can lead to better understanding and communication when they return to the training sessions.

Phone Center (Scenario) The Technix Computer Corporation Recently Finished Construction of a Customer