CONFLICTS AND MULTICULTURAL
Developing competencies for managers
LAHTI UNIVERSITY OF APPLIED
Degree Programme in
Nguyen, Thanh Tung
Lahti University of Applied Sciences
Degree Programme in International Business
NGUYEN, THANH TUNG:
Multicultural team and conflicts
Developing competencies for managers
Bachelor’s Thesis in International Business, 54 pages, 4 pages of appendices Spring 2013
This thesis aims to define multicultural team and conflicts and identify the essential competencies for a manager of multicultural teams. It is argued that a manager of a multicultural team should possess more skills and competencies than those who manage homogeneous groups. As a result, a manager of a multicultural team must be able to understand culturally diverse backgrounds, manage conflicts constructively, and comprehend different strategies to handle sensitive situations. The research begins by reviewing literature on culture, team performance and conflict. A survey was performed on 67 individuals from various cultural backgrounds, to analyze their attitudes towards multicultural teams and their managers. A second questionnaire was conducted on 18 managers from an international company in Vietnam to collect more insightful opinions about managing multicultural teams. From both perspectives of the employees and the managers, different strengths and the weaknesses of nowaday managers were examined and explained carefully. Some findings are in accordance with theories and some show different interesting opinions experienced pragmatically by the respondents. Eventually, a sucessful competency model was created by the author to combine all the results obtained from the empirical reseach and the theoretical literatures. The components of the model consist of different competencies and skills concerning cultural knowledge, conflict management, and team performance.
Key words: Multicultural team, culture, conflict, manager
Purpose and Objectives
House and Colleagues’ GLOBE Cultural Framework
Multicultural team performance
Factors that influence multiculral team effectiveness
Definition of conflict
Impacts of cultural dimensions on team conflict
Individual styles of addressing conflicts
Approaches to conflict resolution
ANALYSIS OF EMPIRICAL RESEARCH
Survey for international business students
Character and arrangement of the survey
Work attitudes toward conflict and multicultural team
Attitudes toward managers
Questionnaire for managers of KPMG Vietnam
LIST OF FIGURES
FIGURE 1.Thesis structure
FIGURE 2.Multicultural team effectiveness model (Claire Halverson 2008, 10) 13 FIGURE 3.Conflict management methods (Thomas 1976)
FIGURE 4. Gender distribution
FIGURE 5. Age distribution
FIGURE 6.Nationality distribution
FIGURE 7.Work experience
FIGURE 8.Most popular countries where team members are from
FIGURE 9.Multicultural team vs homogeneous team
FIGURE 10. Understanding other cultures is important in multicultural team
FIGURE 11. Difficulties in working with people from different cultures
FIGURE 12. Responsibility when working in multicultural team...
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