Recent client question:

What is the client's business? One of our most prestegious car manufacturers has installed an European Call Centre to increase their service level to the customer. This centre is located in one place and hosts workers from different nationalities and background. By calling one number, where ever in Europe, you will end up in this centre where an international team is waiting to help you out. 24 hours a day & 7 days a week.

What was the clients question? Expecting the different European cultures (and other cultures as well) to have to adjust and nurture understanding, the client wanted a cultural awareness program for their new employees. Making them aware of the differences but also of what these cultures have in common. This training had to fit in a more comprehensive program training the new workers also in technical and phone skills. Next to the theoretical background the training should be practical, focusing on skills and be fun.

How did we answer the brief? The program SYNACT made, involved the participants in a process of learning by doing. With different activities, games and simulations, the groups were confronted with different levels of culture within themselves. Not only the country or group culture was addressed, but also the corporate culture and personal culture and character. Each part of the training was linked back to the theory in the handout that was specially made for this group. And each time the groups were put to the test. The training per group lasted two days and was carried out in different languages to fine tune as much as possible to the participants.

What is the result? The training was as well received by the participants as by our client. Some of the participants had hoped for their managers to have followed the same sort of training, but not all did. In their daily work participants recognised the things we had build in to our program. For all future groups that are recruited SYNACT will be asked to do this program. Working in international groups does not prove easy, conflicts can come unexpected, but being prepared to solve them is most important.

SYNACT Knaapen Kok Consult

Home Page