Understanding cross-cultural sales manager–salesperson relationships in the Asia-Pacific Rim region: a grounded theory approach

Abstract

As more organizations implement multinational strategies, sales managers leading sales forces encounter complex cultural challenges that affect relationships, processes, and outcomes. We undertake a qualitative study with the objective of understanding the sales manager–salesperson relationship when the sales manager is leading sales representatives located in other cultures. Because of the significant size and growth of Asian countries, we focus our study on the Asia-Pacific Rim region. In-depth interviews conducted with 21 sales managers working for a large multinational technology firm in our focal region provide the data for our analysis. Using a grounded theory approach, we identify five key themes: building and sustaining cross-cultural relationships, cross-cultural communication effectiveness, acquisition and maintenance of trust across cultures, language, and decision-making. From our findings, research propositions are offered and implications for researchers and practitioners are discussed.     

AN ANALYSIS OF MAINTENANCE FOLLOWING FUNCTIONAL COMMUNICATION TRAINING

The multiple and long-term effects of functional communication training relative to a common reductive procedure (time-out from positive reinforcement) were evaluated. Twelve children participated in a functional analysis of their challenging behaviors (Study 1), which implicated adult attention as a maintaining variable. The children were then matched for chronological age, mental age, and language age and assigned to two groups. One group received functional communication training as an intervention for their challenging behavior, and the second group received time-out as a contrast. Both interventions were initially successful (Study 2), but durable results were achieved only with the group that received functional communication training across different stimulus conditions (Study 3). Students whose challenging behaviors were previously reduced with time-out resumed these behaviors in the presence of naive teachers unaware of the children's intervention history. The value of teaching communicative responses to promote maintenance is discussed as it relates to the concept of functional equivalence.     

The gestural repertoire and its evolution over the second year

The entire repertoire of communicative gestures was documented in a longitudinal, observational study of 10 infants, whose combined ages covered the range from 9 to 22 months. Early in the second year, giving as a request to do something with the object increased, while emotive gestures decreased. Later in the second year, pointing gestures increased, while protest gestures tended to decrease. Combining gestures with vocalization tended to increase only for protest gestures later in the second year. Eye contact showed a small but continuous increase in coordination with gestures over the second year, particularly with comment, request, and emotive gestures. These findings indicate an increasing use of the parent as an agent and of the informative function in non-verbal communication during this period of transition to verbal communication.     

Genetic counseling for deaf adults: Communication/language and cultural considerations

It has been estimated that at least 50% of congenital or early onset deafness loss has a genetic etiology. Genetic services have traditionally been utilized by hearing parents of deaf children. Deaf adults could also greatly benefit from genetic counseling services. However, many deaf adults do not seek genetic services due in part to the communication/language and cultural differences of this group. Deaf people communicate in various ways including the use of sign language, oral communication, writing, or a combination of these modes. Also, while some deaf individuals are part of the hearing culture, others are part of the Deaf culture which has its own language, values, and traditions. Culturally Deaf individuals do not see themselves as handicapped or disabled. The genetic professional's awareness of the communication/language and cultural needs of this group, as well as their agency's responsibilities under section 504 of the Rehabilitation Act of 1973, may increase the accessibility of genetic services and contribute to the provision of successful genetic counseling for deaf adults.Throughout this paper, the term deaf will be used to denote a person who audiologically has a hearing loss which may range from mild to profound and may be sensorineural, conductive, or mixed. However, the term Deaf is used to denote cultural deafness.     

Inconsistent communication: A simplified method for selecting messages

In examining the family's role in the development and perpetuation of disordered behavior, studies of inconsistent communication have focused on the frequency and impact of such communications in disturbed versus non-disturbed groups. For these and other lines of study, current methods for defining and selecting inconsistent messages are extremely time-consuming, and as a result, large-scale efforts have been discouraged. To address this problem, the current study attempted to develop and evaluate an efficient procedure for selecting inconsistent communications which would be comparable to the standard method. Most important, it was found that raters are capable of accurately judging affect in a particular channel when presented with several channels simultaneously, and as such, it is unnecessary to artificially separate channels when affect ratings are to be obtained. Future research should be facilitated by the method developed in the current study.     

An infrared system for the detection of a pigeon''s pecks at alphanumeric characters on a TV screen: the dependency of letter detection on the predictability of one letter by another.

Three pigeons pecked at letters of the alphabet and at the symbol "?" displayed on a computer-driven cathode ray screen. A 4 by 4 matrix of infrared emitting and detecting diodes and associated circuitry identified the location of a pigeon''s responses to the screen. Responses at the target letter T were probabilistically reinforced with food whenever T appeared in a string of three letters in the middle of the screen. Responses at the symbol "?" appearing below this string were probabilistically reinforced whenever T did not appear. The letter F anywhere in the three-character string either strongly predicted the occurrence of the target letter T, in two conditions, or predicted its nonoccurrence, in a third. This manipulation of the frequency with which the familiar letter F predicted T was shown to change the function relating probability of a correct peck at the symbol "?" to the number of Fs in the string. This effect may be interpreted as an instance of the phenomenon where an organism''s acquired knowledge changes what it sees.     

SOCIAL INFLUENCES ON “SELF-STIMULATORY” BEHAVIOR: ANALYSIS AND TREATMENT APPLICATION

We tested the hypothesis that the “self-stimulatory” behaviors exhibited by some individuals may be socially mediated. Four developmentally disabled children who exhibited hand flapping and body rocking participated in a series of three experiments conducted to assess the influence of social variables on stereotyped behavior and to develop a treatment based on the assessment. Experiment 1 used an assessment procedure to determine the relative influences of social attention and task demands on stereotyped behavior. For all four children, hand flapping and body rocking increased when difficult academic tasks were introduced. Experiment 2 involved the use of a procedural time-out and demonstrated that removing task demands contingent on stereotyped behavior resulted in increased rates of hand flapping and body rocking. In Experiment 3, these results were used to develop a communication treatment that consisted of teaching the children to request assistance on the difficult tasks. This treatment resulted in significant reductions in self-stimulatory behavior. These results are consistent with the hypothesis that some forms of repetitive stereotyped behavior may come to serve social functions (e.g., escape from aversive situations). Teaching a functionally equivalent communicative alternative to escape-motivated stereotyped behavior can be an effective form of intervention for this problem.     

AN ALTERNATING TREATMENTS COMPARISON OF ORAL AND TOTAL COMMUNICATION TRAINING WITH MINIMALLY VERBAL RETARDED CHILDREN

This study was a comparison of the effects of oral speech with total communication (speech plus sign language) training on the ability of mentally retarded children to repeat 4-word sentences. Three children were chosen who used single words to communicate but who did not combine words into complete sentences. Three sentence pairs were trained, with each pair having one sentence trained using oral methods and an equivalent one trained using the total communication approach. Both training procedures involved chaining sentence parts, reinforcement, and prompting. Oral methods involved presenting vocal stimuli and requiring vocal responses whereas total communication methods involved presenting vocal and signed stimuli and requiring vocal and signed responses. For the initial sentence pair with each child, an alternating treatments design was used to determine the relative efficacy of the two language training approaches. This was repeated with a second and third sentence pair using a multiprobe technique within a multiple baseline design. Results pointed to the superiority of the total communication approach in facilitating sentence repetition. Possible explanations of these results are offered and the utility of the alternating treatments experimental design is discussed.     

Time reallocation in a multiresponse environment: Effects of restricting response classes

Four adult male rats were each placed for three hours daily into an apparatus that provided individual compartments for six separate location-defined responses. The available responses consisted of: (1) the opportunity to turn off room lighting, producing darkness; (2) the opportunity to view a female rat; (3) the opportunity to turn off white noise; (4) the opportunity to drink; (5) the opportunity to eat; and (6) "other," representing time in the hallway between compartments. Each subject underwent a series of conditions characterized as an A-B-A-C-A design. Manipulations consisted of the removal of a low-probability response (darkness) and of a high-probability response (escape from noise) in a counter-balanced manner across subjects. The dependent measure for all subjects was the percentage of total session time spent in each compartment. Four predictive rules concerning the redistribution of behavior after response restriction were tested, including the constant-ratio rule, equal time redistribution, the most probable alternative, and the sequential-dependency rule. The results indicate no support for any of the four predictive rules and suggest that empirical assessment of restriction effects is necessary in reinforcement studies involving temporally extended responses.