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Intercultural Communication Training in IT Outsourcing Companies in India: A Case Study

机译：印度IT外包公司的跨文化交流培训：案例研究

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Background: This study examines the nature, manifestations and causes of communication problems in international outsourcing engagements. Specifically, it explores a case of business process outsourcing (BPO), which is the transfer of a number of business processes, such as payroll, supply chain management, and customer relations to an external supplier. In this case, a company based in the US outsourced its business processes to a company in India. Research questions: (1) If widespread proficiency in English is the reason for India's predominant position in outsourcing, then why do we hear about communication problems? (2) What are the causes of such problems? (3) In what forms and situations do they manifest? (4) How could technical communication offer solutions to ameliorate or minimize some of these communication problems? Situating the case: Similar cases studied include previous studies of call centers in the Philippines and outsourcing relationships in software companies have identified challenges in those relationships to problems of intercultural communications, such as language use and differences in culture. Three areas of inquiry informed this study. Intercultural communication theories provide frameworks and touch points for assessing the role of culture in communication. Previous studies of outsourcing and offshoring provided definitions of the broad range of arrangements that comprise outsourcing. Although these studies all concluded that communication is a crucial factor in the success of outsourced projects, they offered few details of communication problems, their causes, manifestations, and possible solutions. Accounts of India represent India as a rapidly-growing, dynamic economy with certain typical communication problems. Methodology: The study was designed as a mixed-methods, single-case study with a mix of quantitative and qualitative methods. Quantitative data were gathered through surveys that helped develop a picture of patterns in areas- such as communication problems, preferred methods of communication, and patterns of escalation while qualitative data from 45 personal interviews and one group interview provided insights into the nature and resolution of communication dissonances. About the case: The case studied ABC Corporation, a captive Indian company that performed BPO for a major American corporation. Communication problems that arise in the outsourcing relationship include differences in corporate culture and differences in linguistic and rhetorical choices. Issues causing these problems include differences in education and training. Conclusions: Ongoing training in cross-cultural communication is needed at all stages of the outsourcing cycle, with an emphasis on communication skills in the early stages of the process, especially the hiring stage. Technical communication can offer solutions to these problems because our field can help structure suitable training applying theories such as Cross' Theory of centripetal and centrifugal forces, which provide frameworks for assessing and addressing communication problems.
机译：背景：本研究探讨了国际外包业务中沟通问题的性质，表现形式和成因。具体来说，本文探讨了业务流程外包（BPO）的情况，该案例是许多业务流程（例如工资，供应链管理和客户关系到外部供应商）的转移。在这种情况下，美国的一家公司将其业务流程外包给了印度的一家公司。研究问题：（1）如果英语的普遍熟练程度是印度在外包中占主导地位的原因，那么为什么我们听到有关沟通问题的信息？ （2）产生这些问题的原因是什么？ （3）它们以什么形式和情况表现出来？ （4）技术交流如何提供解决方案，以改善或减少其中的某些交流问题？案例情况：所研究的类似案例包括之前对菲律宾呼叫中心的研究，软件公司的外包关系已经确定了这些关系中对跨文化交流问题的挑战，例如语言使用和文化差异。三个调查领域为这项研究提供了信息。跨文化传播理论为评估文化在传播中的作用提供了框架和接触点。以前对外包和离岸外包的研究为包括外包在内的广泛安排提供了定义。尽管这些研究都得出结论，沟通是外包项目成功的关键因素，但他们很少提供沟通问题的详细信息，原因，表现形式和可能的解决方案。印度的帐户将印度描述为一个快速发展的充满活力的经济体，存在某些典型的沟通问题。方法：该研究被设计为混合方法的单案例研究，结合了定量和定性方法。通过调查收集了定量数据，这些调查有助于绘制出一些领域的模式图，例如交流问题，首选的交流方法和升级模式，而来自45次个人访谈和一组访谈的定性数据则提供了对交流的本质和解决方案的见解不和谐。关于此案：该案研究了ABC Corporation，这是一家被俘的印度公司，为一家大型美国公司执行BPO。外包关系中出现的沟通问题包括企业文化差异以及语言和修辞选择上的差异。引起这些问题的问题包括教育和培训方面的差异。结论：在外包周期的所有阶段都需要对跨文化交流进行持续的培训，重点是在流程的早期阶段，尤其是在招聘阶段的交流技巧。技术交流可以为这些问题提供解决方案，因为我们的领域可以利用诸如Cross和向心力和离心力理论的理论帮助构建合适的培训，这些理论提供了评估和解决交流问题的框架。

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