INTER CULTURAL COMMUNICATION

Summary

Tommy is tasked with restructuring his company's order fulfillment department in India, but he's reluctant to train his replacement. The script humorously highlights cultural differences, such as eating with the right hand and the significance of the left hand in Indian culture. It also touches on the challenges of adapting to new work environments and the importance of understanding American culture for customer service. Tommy's journey reflects the struggle and eventual acceptance of change, emphasizing the value of hard work and the need to embrace new experiences.

Takeaways

• 😀 Tommy is being asked to restructure and offshore his department to India, which he initially resists.
• 🏭 The company is focusing on reducing the Mean Processing Index (MPI) to improve efficiency.
• 👥 Tommy is instructed to train his replacement in India, which he is reluctant to do.
• 🍽️ In India, there are cultural norms regarding eating with the right hand and cleanliness that differ from Western practices.
• 🍔 A humorous exchange at a McDonald's in India highlights the cultural differences in food availability and customer service.
• 👕 The script mentions a cultural event, Holi, where wearing good clothes is not advisable due to the nature of the celebration.
• 🗣️ The company emphasizes the importance of cultural understanding and learning about American culture to improve customer service.
• 🌐 There's a focus on mimicking American accents and slang to make customers feel more comfortable during calls.
• 🏙️ The script suggests using 'Chicago' as a default location when speaking to customers to sound more American.
• 🏖️ Tommy is reminded that he is not on vacation and needs to adapt to the new work environment and culture.
• 💪 The narrative concludes with the idea that hard work and adaptation can lead to personal and professional growth.

Q & A

Why does Tommy not want to go to India?

Tommy is resistant to the idea of going to India because he is being asked to train his own replacement, which he perceives as a negative aspect of the restructuring process.

What cultural practice does the script mention about eating in India?

The script mentions that in India, people eat with their right hand, as the left hand is considered unclean.

What is the issue with the McDonald's order in the script?

The issue is that the customer orders cheeseburgers, but the McDonald's in India does not have cheese, which is a cultural adaptation of the menu to local tastes and availability.

Why does the script mention not wearing good clothes on a certain day?

The script advises against wearing good clothes on the day of Holi, which is a Hindu festival known for the throwing of colored powders and water, potentially staining clothes.

What is the customer complaint issue mentioned in the script?

The customer complaints are due to cultural differences in communication, such as pronunciation, slang, and small talk, which the Indian call center workers need to learn to better serve American customers.

What advice is given to the call center workers to sound more American?

The advice given includes learning about American culture, using slang, making small talk, and mimicking the 'ah' sound by holding the nose to flatten the vowel, as is characteristic of some American accents.

Why does the script suggest saying 'Chicago' when asked about the location?

Saying 'Chicago' is suggested as a way to sound more American and to give the impression of being a native English speaker, which might improve customer satisfaction.

What is the underlying message about work ethic in the script?

The underlying message is that hard work and dedication, as exemplified by the phrase 'work your ass off,' are important values in the American work culture.

What is the main character's initial attitude towards working in India?

The main character initially resists the idea of working in India, feeling out of place and uncomfortable with the cultural differences and the restructuring of the company.

What is the final piece of advice given to the main character in the script?

The final advice is to embrace the experience in India, as the person giving the advice had a similar resistance but improved once they adapted to the new environment.