Posted: November 10th, 2014

Cross cultural management

Cross cultural management

Order Description

Apply cultural theories and concepts when analysing case studies of management in international business context.

explain the cultural challenges that were encountered in the form of a story or a collection of issues and critique the interviewees. Use theories ie.(Hofstede, Trompenaars and Hampden-Turner(2004), and Hall (1979) intercultural communication theory)

3 German Physicians working in ARJI Hospital- U.A.E

BACKGROUND:
ARJI Hospital is multispecialty and Tertiary patient centered government hospital. The hospital operates for 24 hours and services are provided round a clock regardless to the specialty. The patient care is provided by highly qualified multinational staff. The leadership is strongly committed to mission, vision and values.
In our cross cultural study report, Three German physicians working as Consultants have been interviewed on individual basis. The various aspect of working in different culture has been highlighted including challenges that they have come across and what it is like to be working in a multicultural organization.
3 Case Studies
Dr. Heinz Schneider
Dr. Alexander Schmidt
Dr. Franz Mueller
Case Description:

1st Case “Dr. Heinz Schneider”
Dr. Heinz Schneider is a 66 year old Christian, married, Orthopedic Trauma Consultant, has been working in a hospital from since 2008. He was the Head of the department in “Spinal Cord Injury Centre”, Germany and was dealing with Emirati patients from Past 15 years who use to go seeking treatment related to spinal cord injury and rehabilitation in Germany. He has travelled for conferences and workshop purpose to different countries like China, Japan, Sweden, Malaysia, but to settle down first time only in UAE 6 years ago.
Dr Heinz had watched about UAE’s life, culture, traditions on several occasions on television and even told by different Emirati patients. Dr Heinz always wanted to work with the people from different nationalities and different background so when he was approached for the job by the head of department in ARJJI hospital during his visit to Germany; he didn’t give a second thought to accept the offer. He was briefly informed about the environment in the department he was going to work in from the positive perspective.
Dr Heinz has treated one of the UAE’s sheikh’s sons in Germany, so upon arrival to UAE he was welcomed with the great respect by Sheikh’s family. They guided and directed him in getting drivers license, finding an apartment and taking the tour of the city. All seemed to be easy going. Dr Heinz was impressed with the idea that how people can be so rewarding and friendly. Also he got used to the hot weather as it is air conditioned every wherever he goes.
At the beginning of his work in the hospital, he was introduced to his colleagues who are from (India, Pakistan, Emiratis and Lebanon) and as well got orientation about the department and hospital. He was a bit surprised to see people treating with more respect by using the title Dr. more whereas in Germany they are called by their first name more often.
His first challenge started when he noticed that the morning meeting which starts always at 7:30 until 8am doesn’t finish on its time and the discussion goes longer than expected. He realized that in Germany people were more time oriented and concentrate on tasks but here their day start with a discussion about yesterday or about their family without realizing that the patient is ready for surgery in the Operation Theatre and the staff is waiting for them to come and start the procedure.( Specific and diffuse) and (sequential-time and synchronous-time ) The decision of treating the patient is often taken by the Head of the department after the discussion with the team in the morning whereas in Germany it is more individual taking decision.( Universalism Versus Particularism)
Dr Heinz has raised the issue to improve the time management among his colleagues and even to higher level to the head of the department. But it seemed like it was the culture which has been followed for many years and he had to tolerate it. Hence no action was taken to improve the time management.(Power distance)
Another challenge he has faced is getting greeted by colleagues in form of shaking hands and hugs whenever they see each other during the day. He’s considered a rude person because of keeping distance during greeting. In Germany they greet each other once only per day, but his colleagues not knowing much about his culture got offended.
Dr. Heinz being the Consultant of the orthopedic trauma department came up with the future plan and suggestion to have a Rehabilitation Center in Dubai which would be cheaper than sending the patients to Germany for their treatment, but his idea was not accepted as the higher authority rejected it without justification.
Also the treating physicians and nurses are emotionally involved and supporting in patient’s treatment whereas in Germany they are more towards neutral. (Neutral and Emotional). Nurses are taking care of patient from different perspective e.g. socially, psychologically, religiously. But in Germany they only do what is related to the treatment.
Living 6 years has brought positive changes in Dr Heinz. He has realized that his colleagues are very much friendly and they share opinion for example going before surgery they discuss among each other about the treatment, whereas in Germany they don’t discuss and the treating physician is the owner of his decision. He also has leaned that family and social life are two important aspects of relaxed and happy life.
2nd Case: “Dr. Alexander Schmidt”:
Dr. Alexander Schmidt is a German, 39 year old atheist, divorced, consultant who has graduated from Jena University, Thuringia Germany. He served in an army for 1 year at the age of 23 years.
Dr Alexander has travelled to Australia, Spain, France, US, and other European countries for holidays but in UAE was his first time to visit and move at the same time 6 months ago. The reason to leave Germany was due to his personal life and curiosity about learning to know more about Middle East culture. He found the job through searching on job engine on internet.
He’s always amazed with the fact that UAE is full of different cultures and he will get to know more about different people and their cultures by staying in one place.
Arriving UAE was very exciting for Dr. Alexander. 1st official day of work, he was welcomed happily in the department by his colleagues (from India, Lebanon Pakistan and Philippines) and Head of the department.
After few days of joining in the department, the first time Dr Alexander started realizing the effect of working in a multicultural environment was related to the time importance. He noticed it first time during the morning meeting where it was usual to start on time at 7:30m but ends later than expected time which is after 8 am. In Germany they start and finish the morning briefing on time and everyone is particular about their jobs as their jobs are their priorities. Whereas in UAE he has noticed they start their day with the Good morning greetings, coffee, and gossips and then come the job.

Also he has noticed in Germany they are straighter forward among their colleagues. An incident has shared is about a case about a patient discussed in the morning meeting and Dr. Alexander was not agreeing with the treatment provided. But when he was about to speak no one actually has paid attention as the head of the department agreed about the treatment provided. Also once during the emergency surgery he had an opinion related to the operation to do be done but since the other operating surgeon (junior, assistant surgeon) did not agree he just left the operation theatre instead of coming to a conclusion about the procedure. (May be we can reflect power distance).
The very first unpleasant experience Dr. Alexander had faced was during Ramadan 2014 “which is fasting month for Muslims” during the middle of surgery which he was performing, he noticed that his assistant physician and one nusrse just left the Operation Theatre to perform prayer. This caused delay in the finishing the surgery. Dr Alexander was shocked by this incident this as it was very critical when it comes to patient care. He discussed this incident with the head of department and was explained the importance of prayer from religion aspects and especially it was Ramadan “The month for intensive prayers” but his opinion about the patient care did not change as in Germany the job comes first then comes the family and religion.
Another challenge Dr Alexander has been continuously facing is the department he is working in, is all males physicians so when he receives a female patient he has to request a female nurse (which is not always available) to be next to him while assessing the patient as per the request of the patient or always there are family members or relatives around the patient during the assessment. This is due to culture of UAE which is also influence by the religion. Where as in the Germany there are males and females physicians in all departments and patients are comfortable to be examined by the male physician or vice versa.
During past 6 months Dr. Alexander has learned different aspects of UAE culture. It has brought positive change in his behavior as well. He has become more tolerant than he was in Germany. He has also realized relatives and family members are always priority no matter what. Although in the beginning he did not like to discuss his personal life among his colleagues but with the time he realized it is considered as normal and became more socializing.
3rd Case “Dr. Franz Mueller”
Dr. Franz is 57 year old German, Christian, married, Consultant working in ARJJI hospital from past 2 years. He graduated from University of Düsseldorf. He has been travelling to US almost every month from past 10 years as his wife is from US.
During his practice in Germany, One of his colleagues introduced him to one of the physicians working in ARJJI hospital, which was on a visit in Germany. From there Dr. Franz showed his interest in working in UAE as he heard it is Middle East version on Switzerland.
On his arrival to UAE, for the first few days Dr. Franz did not feel the difference as everyone speaks in English and it was easier to communicate. During the interview he said we can find different cultures in one country without travelling abroad.

One of the biggest ever a challenge he has faced was about the Transparency related issue. Dr Franz contract with the hospital was due for renewal and a week before his renewal his H.O.D informed him about the termination of the contract. Dr. Franz was shocked to hear this news as he was hearing from H.O.D that he will want his contract to be renewed.
Next challenge he faced was about the delay of bringing patients in the operation theatre and start of surgeries are late and eventually not able to complete the quota of the day. It is because of process being complicated and lots of staff involve in process of bringing the patients in. In Germany there is only on 1 Nurse, 1 messenger (for transporting the patient from ward to OT and vice versa). There are less people working for more people what make the process and work faster. He also has observed people in Germany are more tasks oriented and precise in time. If they have to finish ten surgeries in 1 day as per the rules of the department they will finish and go home as work is their priority. But here it is vice versa.
Dr Franz is very glad to be a resident of UAE. He has learned more about different cultures in a short time. He hangs out with his colleagues from different nationalities for breakfast lunch and different activities. Which is in Germany is very unlikely to hang out with colleagues

Colin Butler, (2009) “Leadership in a multicultural Arab organisation”, Leadership & Organization Development Journal, Vol. 30 Iss: 2, pp.139 – 151
Masoud Hemmasi Meredith Downes, (2013),”Cultural distance and expatriate adjustment revisited”, Journal of Global Mobility: The Home of Expatriate Management Research, Vol. 1 Iss 1 pp. 72 – 91

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