Communication
The Hunter-Worth situation is an interesting example of cultural communication breakdown. In this instance, the breakdown has led to several problems. There is conflict between Hunter-Worth and the Mexican plant, and there is a shortage of the toy. The problems are related. The communication breakdown has resulted in Hunter-Worth management not knowing what the problem with the toy is. While Moore might not think so, resolving the conflict is going to be critical to getting the toys, which is the ultimately objective.
The case can be analyzed in the context of the differences between communication styles and business cultures in the U.S. And Mexico. There are several issues. First, there is the issue of hierarchy and formality. In Mexican culture, hierarchy and formality are important. This means that communications are governed according to a set of rules. Vicente assumed, for some reason, that these same rules applied to the U.S., or that the U.S. management would be aware of the nuances of communication protocol. Conversely, Moore had no such knowledge. The result was that both sides are entirely unsatisfied with the communication in this case. Vicente feels that Moore is being harsh and should have known what to do -- Moore rightfully cannot understand this position. For his part, Moore has violated Mexican communications norms and this has caused an emotional outburst from Vicente.
The good news here is that Vicente's childish outburst will be forgive by Moore. The lack of formality in American culture means that such outbursts are usually forgivable, and in this case there is little doubt that if Vicente gets the job done, he will be forgiven. The bad news is that the communication gap still exists. Moore still feel disrespected on two fronts. The first is that Vicente had not been informing him of the supply problems -- Vicente was avoiding conflict where Moore sees this is ducking responsibility. Vicente is also offended, as he sees Moore as having violated protocol and having humiliated him. Moore still has no toys and little idea why he has no toys, and Vicente now has an angry buyer, and a supply problem that he apparently cannot resolve...
Al, (2008). With such events still expected, the lessons to be drawn from this case is that extensive cross-cultural consultation needs to be conducted among the representatives from both sides hence ensuring there is a cultural balance and no disregard for one culture. Timely, open and continuous communication needs to be fostered between the two sides as this will give chance to iron out the few differences that may emerge. References Bambacas, Mary
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