Case Study: Developing cross-cultural effectiveness

BACKGROUND

Headquartered in Paris, our client is one of the world's largest and most successful financial services institutions, employing over 160,000 people spread across more than 80 countries.

CHALLENGE

With employees spanning 100 nationalities, our client has long recognized the importance and value of a culturally diverse global workforce.

The ability to work effectively across cultures and to collaborate virtually are competences viewed as playing a key role to executing the Bank's strategic priorities of getting closer to clients, enhancing productivity and recruiting and retaining the best talent.

In late 2007 the Bank sought to appoint a global provider of cross-cultural training solutions. The provider needed to have the capability to deliver globally a portfolio of cross-cultural solutions, addressing different learning objectives for varying audience groups. For some groups, training around virtual teamwork and virtual team leadership were also required.

This portfolio needed to include face-to-face classroom, virtual classroom and online e-learning options, and be deliverable across the world in multiple languages. Different culture norms and working styles across the bank also needed to be considered in the format and style of training delivery.

SOLUTION

After an extensive competitive procurement process TMA World was appointed as the Bank's global provider of cross-cultural training solutions.

We implemented a portfolio of classroom solutions focusing on building cultural intelligence for different managerial groups in addition in staff working in international teams. In each case, a blend of e-learning cultural assessment and classroom workshops has been used. Learning content around cross-cultural effectiveness and associated virtual teamwork and team leadership skills is configured according to the specific needs of each learner group. These solutions have evolved over time along with the evolving needs and managerial structure of the Bank.

At the same time, TMA World's Country Navigator e-learning tool was made available to groups across the business, bringing cross-cultural profiling, insight and a database of information on key business cultures to employees across the world.

RESULTS

Over the last 2.5 years over 1,300 employees have either attended a training programme or accessed the Country Navigator e-learning resources. The initiative has been instrumental in building cultural intelligence across the Bank. Average approval ratings include:

Quality of facilitation - 91%
Expertise on subject - 89%

Participant comments post programme include:

"Teachers were fantastic"; "Very interesting"; "Rich and detailed"; "Good theory-practice balance"; "Consultant very attentive and available".

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