Documente Academic
Documente Profesional
Documente Cultură
by
Priscilla Gumbs
for
Northeastern University
20 May 2017
Running Head: (Re)Building a Global Team: Tariq Khan at Tek 2
Tek offered Tariq Khan a high position as a global sales and marketing team manager.
The organization is diverse, the team has 68 members who are from 27 distinct countries and
speak 18 different languages. Both poor recent performance and employee dissatisfaction have
been noticed. The team is seen as “out of control” by the departing manager (Ali Amlak). Tariq
Khan decided to accept the position and believes he would be able to propose changes to correct
the problems at Tek. Khan is facing a huge dilemma and has to figure out how to put the
The purpose of the paper is to identify key issues at Tek and propose ways for the team to
resolve the problems. In order for us to be effective communicators and have an effective team,
it is crucial to be aware of and understand who we are and also understand the people we work
with.
The three main problems in this case are: insufficient cultural awareness which was
communication in the team and low level of team effectiveness. The managers at Tek have poor
self-awareness and culture awareness; unskillful and abrasive message delivery lead to
defective communication flow. The loosely organized team relationship and poor leadership
behavior caused inefficiency and unclear direction for the team. The other problems that are
identified in this case are the multiple differences in languages, geographic, cultural and
temporal.
After evaluating the alternatives, there are five recommendations. First, the employees at
Tek who have insensitivity issues will join a sensitivity training program, and get counseling
from intercultural counselors on a weekly basis to identify and comprehend the problems and
Running Head: CASE STUDY ANALYSIS 3
improve their abilities in understanding the diverse workforce. On a bi-weekly basis, the
company will also provide cultural activities in order for the employees to learn about the
cultures of their team members. Second, the employees will be required to use English in the
workplace, which will assist in establishing norms and codes of communication. And third, the
monitoring and providing feedback to their team members, as well as providing rewards and
positive feedback to motivate employees. The manager shall also emphasize the common goals
and update the online newsletter to assist in increasing transparency within the organization.
Although these recommendations are brought forward, there are still some limitation for
this case. To begin with, it is very difficult to measure the effects for these activities. The other,
the weight factor as well as the data in the six dimensions in alternative analysis are very
subjective, which are based on past experience and lastly, only three obvious issues are pointed
out, in fact, there are other issues can also cause poor performance for the team.
According to Pronin, E. (2008), self-awareness is one of the major pillars that helps to assure an
effective management. In the (Re)Building a Global Team: Tariq Khan at Tek, both the new
manager (Khan) and the previous manager each have a blind area about themselves. Khan is not
confident in his abilities to accept the position, but his friend feels confident in his skills and
experience in intercultural team management. The previous manager, reminded Khan of the
difficulties in this position, but is not aware of the problems in his own management skills, but
are identified by the members of his team. Khan has already been a conscious manager as he
developed human and conceptual skills as well as sensing cognitive style to assist his employees
in identifying their problems. Khan should dig deeper in his own characteristics and abilities and
In order to be an effective manager in a global organization and have an effective team, synergy
needs to be developed, so that each team can complement the other team members in order to
reach their shared goal, which requires intercultural team members to learn each other’s culture
However, Lars one of the managers, showed his insensitivity toward others cultural
practices with his preconceived ideas. “He mocked local practices publicly while on business
travel” (Neeley (2015), p. 7). The lack of cultural awareness also exists in some of the team
members, which prevents them from being able to work together to tackle the current crisis the
company faces.
The obvious problems that exist in the team is communication. The employees
communicate as they please, which is often in an abrasive, insensitive and unproductive manner
The language barrier is one of the main factors in this case because it created a division
lingua franca but also lack skills in the local language while some ‘local’ employees lack
competence in the corporate language (English). This can lead to the sociolinguistic exclusion of
During the meeting in Dubai, Khan noticed that the shyer members of the team were
legitimately concerned regarding their more English fluent team members (Neeley (2015) p. 3).
Without having a common language, people are inclined to distort messages they receive from
others and because of this, the less fluent speakers will be hesitate in raising their questions and
concerns. This could be because they are “simply disguising their weaker skills by questioning
Running Head: CASE STUDY ANALYSIS 5
the usefulness of speakers they did not understand” (Neeley (2015) p. 3) which can lead to
attributed to an unknown person or group or to some external source. The communicator will
avoid taking responsibility for the message and therefore avoid investing in the interaction. This
conveys the message that the communicator is aloof or uncaring about the receiver, or does not
have enough in the ideas expressed to take responsibility for them. This results that the listener
is never sure whose point the message represents and is apt in misinterpreting the message.
While a disowned communicator avoids taking responsibility for the message, a person-
oriented communicator focuses on the characteristics of the individual and not the event and
communicates the person is inadequate. When Khan tried to dig into the internal factors for the
group’s poor performance, the senior leadership team could not come to an agreement on the
root cause of their problems, and they seemed to prefer debating with one another rather than
Team leadership is very important in order to achieve team performance outcomes such
as effectiveness, team productivity and team learning. Team leaders need to be able to direct and
facilitate team performance and it is important for a team to be know who is on the team and
who is in charge of the team. However, this is not the case at Tek. Tek has a diverse 68-person
team whose members come from 27 countries which makes it harder for the team to know each
other. According to Ramazan, one of the senior executives, he said that “they do not really know
what each country/region is capable of (Neeley (2015) (p 7).” This can lead to the problem of
A leader’s roles and behaviors have a very strong connection in regards to the outcome of
a team’s performance. Unfortunately, Lars, one of the senior executive, does not provide a good
example on being culturally insensitive. For example, during business trips, Lars would
“sometimes mock local practices publicly” and “deride colleagues poor English skills” (p. 7).
By Lars showing insensitivity to the other people on the team, it creates dysfunction from highest
The difference between high and low performing teams is that high performing teams
seem to generate their own energy and elevates everyone on the team to their full potential.
Despite achieving more, working on these teams seems less taxing, the workday seems shorter
and less frustrating. On the flip side of high performance teams, are low performing teams
which as in the case at Tek are teams that are plagued by dysfunction and produce more
frustration than progress. The senior executives, Sunil, Lars and Ramazan, failed to understand
their teams and elevate them to realize their full potential. They also fail to understand why the
group was failing. They are also always debating instead of coming up with solutions and they
The senior executives at Tek need to provide their team direction. They need to clearly
know what their expectations are and have the same agenda within the team. The Tek
executives’ responsibility is to clarify the guidelines, boundaries and expectations to the team
members so that they will understand what is required from them. Yet, at Tek, unfortunately
there is no clear directions within the team members which lead to a problem such as no
openly, honestly and clearly in order to assist team members to become aware of what is going
on inside the team. However, this is not seen at Tek. According to the Lebanese Customer
service associate, Farah, she did not know the group was doing poorly since “targets information
come up for them only a few times a year” (Neely (2015) p. 7).
In order for a team to have a good performance outcome, there must be good
coordination. Unfortunately, the employees at Tek do not have coordination which lead them to
not achieving their targets and meeting their goals. Having problems with coordination and
motivation in a team can lead the team to underperform. It also leads to a decline in group
The company will need to find strategies which will help them to learn more about
themselves and help them to understand their cultural differences. In order for them to do so,
they will need to consider providing some sensitivity training programs which will help them to
be more sensitive towards their co-workers’ cultural practices and believes. Lars is the one that
Khan needs to be more concerned about. By counseling him on his cultural insensitivity, he will
be able to perceive and understand how bad his attitudes affect others with his comments and
On a weekly basis, every employee who is concerned with insensitivity issues can talk
privately with an intercultural counselor hired by the company. The counselors will be able to
help them recognize what is wrong by providing them cases and asking them how they usually
deal and react with specific situations regarding the culture of the country they are living in.
Running Head: CASE STUDY ANALYSIS 8
They will be able to recognize what is right or wrong because what may be acceptable in one
By providing these sessions during a 6-month time period, they should be able to see how
they are improving and will be able to apply those strategies in responding to the cultural
In addition, these cultural differences issues can be solved in another way. The company
can provide cultural activities so that every employee can learn about the different cultures that
are inside the company. They can set aside a day every two weeks which will be the cultural
day. This cultural day will have a quiz of 10 minutes about one different country that is
The Tek team consists of 68 members from 27 countries and speak 18 different
languages. In order to make segregated language groups communicate more effectively with one
another, it will be required that English be used as the official language in the workplace.
Employees whose fluency level is also a barrier in delivering their messages clearly will be
required to have periodic training and testing in their English levels to motivate them to learn and
use English. It is recommended that Khan can encourage active listening as well as good
language skills for the team. People who use English as their native language will be required to
clearly and slowly in front of their colleagues from other countries, use more words of praise and
continuously especially by the senior executives and manager at Tek. Empowerment behaviors
Running Head: CASE STUDY ANALYSIS 9
such as coaching, monitoring, mentoring and providing feedback to the team members will help
provide effective team process and team performance outcomes. Implementing motivation
behaviors such as providing fair compensation as well as giving recognition of performance will
It is also recommended that Tek senior executives and manager clarify the goals, rules
and expectations of its team members. The will need to focus on a common work discipline in
order to achieve their goals. By doing this, it will help the team to have a sense of security and
direction. Also, it is important to provide the latest news, target and achievements in order to
increase transparency within the organization. It is recommended that Tek create an online
company newsletter which will be provided by the management every Friday so that all of the
teams from the various departments become aware of what is happening within the company.
The online newsletter will provide current news that contains the departments targets, goals and
achievements. By Tek creating an online newsletter this will help employees stay on track and
The recommendations that are provided above provide several advantages for the team,
they are feasible and easy to ask all of the employees to participate in the activities, they can also
Certification Statement
I, Priscilla Gumbs, certify that I have composed this writing from my own thoughts. All
materials used to assist in this document have been properly referenced. I understand the penalty
of copying work and confirm that this writing has not been plagiarized.
Running Head: (Re)Building a Global Team: Tariq Khan at Tek 11
References
Neeley, Tsedal. (Re)Building a Global Team: Tariq Khan at Tek. Harvard Business School Case
Pronin, E. (2008). How We See Ourselves and How We See Others. Science, 320(5880), 1177-
1180. doi:10.1126/science.1154199