Topic: Problem of local Staff Management for an overseas manager
The current study is based on staff management skills of an overseas manager. The knowledge about managing the staff in international business has emerged gradually over the past few decades. In an international business, it becomes difficult for an overseas manager to manage the local staff of region where the company runs the operation (Froese and Peltokorpi 2013). It has been identified that wide-ranging cultural differences from nation to nation demand corresponding differences in HR practices in company’s international environment. Numerous numbers of organizations in Australia are hiring the foreigners to handle the internal operation. Nevertheless, this practice is usually followed by the organizations that have franchisees in foreign country pr the organizations that are planning to enter the global market. This is certain foreign managers are much experienced of the corporate culture and the possible changes. Even so, the overseas managers have to face the tough challenge such as communication, regional culture, labor union of the market and others.
In addition to this, differences in economic grounds among the nations could also translate into inter-nation differences in Human Resource practices. Likewise, there can be other factors such as labor cost factor as well as industrial relation factor, which could create barriers for an overseas manager to manage the staff in a different nation. Thus, to examine those factors effectively, the current study considers the organization Gloria jean’s coffee located in New Zealand. The company has several franchisees and the study focuses on one of the franchisees located in Melbourne, Australia. The company provides the coffee and other beverage products. Several overseas managers run the internal operation of Gloria jean’s coffee.
Gloria’s jean’s coffee is currently dealing with some internal issues, which indirectly affecting the quality of service that company provides. The regional staffs of the company are not cooperating with the overseas managers hired by the franchisee of Gloria’s jeans coffee in Melbourne. The staffs tend to show a state of reluctance towards the instruction provided by the managers in the company. In fact, the staffs take the advantage of the absence of managers by not performing their essential duties. In addition to this, any manager or leaders might want their employees to delay the lunch break if work pressure is too high, which is an usual expectation that every manage expects. The employees at Gloria’s partner are not ready to work for an additional minute outside the formal work hours. These issues remain as the big concern for Gloria’s partner as the productivity of the company is being hampered. Furthermore, if the employees keep on disobeying the instructions of senior authorities, the managers will not be able to take or implement any further business decision. These issues could further lead to poor productivity.
As per the local business culture of Gloria’s jean’s coffee regional staffs are very much accustomed with regional language (McEvoy and Buller 2013). While working within the business process the staffs have to use professional gesture and language in order to maintain organizational discipline. As a result, the foreign managers are facing innumerable difficulties in interacting with the employees at the workplace due to linguistic barriers (Froese and Peltokorpi 2013). Due to the lack of coordination between managers and employees the productivity of entire organization is getting hampered furiously. This particular research study has thus decided to focus on how the managers by implement effective business strategy and policy are able to manage the performance level of staffs.
The major purpose of the report is to examine the issues occurring at Gloria’s jeans coffee to learn the real factors that create such non-cooperative workplace. The implementation of the research helps to investigate real factors that make employees reluctant to work with the overseas managers. Likewise, the research also examines the factors, which could affect behavior of the managers. There can be many situations where the managers are not skilled or experienced of international workforce environment. Thereby, the employees tend to disobey the instruction that they may think inappropriate. On the other side, the managers are taking a lot of time in resolving such indiscipline, which leads further to poor productivity. Therefore, it is essential to conduct a research to learn the real factors that create a non-cooperative issue.
Lack of co-operation on behalf of the local staff members at the workplace of Gloria’s jean’s coffee is the major concern. Based on that particular issue the organization is facing immense difficulties in running their entire process of business in the realm of beverage industry effectively (Nolan and Morley 2014). Therefore, this particular research issue has focus to evaluate on how the foreign managers should implement innovative business strategy based on which the employees show their interest in providing good services to the customers (Wang, Freeman and Zhu 2013). The study has focused to highlight the necessary factors due to which local staffs are facing hindrances in communicating with the foreign managers. At the same time, the study has highlighted on how the managers should implement necessary plans in order to manage the performance level of local staffs of Gloria’s jean’s coffee.
Thomas and Peterson (2014) commented that the issues that both the foreign managers and the local staffs have to face at the workplace have been highlighted here (However, it is undeniable the responsibly of a business manager is more important than the staffs. An efficient business manager should have the efficiency to control the entire performance level of employees (Yusoff 2012). Therefore, this particular literature review has provided deep insight on how the foreign managers should implement necessary business strategy for making a good rapport with local staffs.
Therefore, every business organization aims to make an effective co-relation with the staffs so that they tend to provide their attention for performing well towards reaching the business goal (Rosenbusch and Cseh 2012). The role of an efficient manager is to keep a constant control over the entire performance level of employees working at the coffee shop.
There can be many factors in an international business environment where the managers have to learn and deal accordingly to run the operation positively. The international business environment has always been very dynamic due to the rapid changes in the external forces, trends and other requirements. The workplace or the internal operation of the company many not be similar to the domestic operation of the company because in international environment, the demand of business, competitors, employee needs are different and high. Similarly, the managers also need to apply different skills to manage the environment. Therefore, to learn all these factors, it is necessary to conduct a research. This study particularly focuses on the issues that employees and managers of Gloria’s jeans currently face. Similarly, the study also determines the consequence of such issues that organizations might face. The implementation of the study also helps to learn how an overseas manager can manage the regional employees of the company in an international environment. Based on the analysis conducted in the study, appropriate solutions that fit the staff management have been provided.
The major aim of the research is to evaluate and examine the factors that create a non-cooperative workplace. In order to understand the factors with the real context, the study considers present scenario of Gloria’s jeans coffee.
Importance of staff management for organizational progress
Bashir (2012) opined that employee performance is the key pillar of business success. In order to run the entire process of business in the market successfully, the employees have to leave major contribution by providing best endeavor to meet the business target. An effective interpersonal communication between the staff members and the business managers is highly important to reach the business goal. Some of the major significances of staff management at a workplace are as follows:
If the existing staffs working at the coffee shop fail to perform well due to the intense communication barrier with the manager the entire business flow loses its rhythmic process. The role of an efficient manager is to co-ordinate with every individual employee by providing them work liberty at the workplace. As per the opinion of Tjosvold (2017), managers sometimes have to keep a constant update regarding the employee performance. By maintaining good communication with every single staff, by using participative form of leadership at the workplace, providing continuous motivation an efficient manager has to gain employee reliability. Some of the most effective ways of controlling the performance management of local staffs are as follows:
(Figure 1: Performance management control process)
(Source: Napompech 2012)
Sadgrove (2016) commented if a manager coming from other cultural backgrounds and geographical locations fail to co-ordinate with organizational staff members the entire work culture gets highly affected. Staffs belonging to different cultural as well as religious backgrounds are intensely associated with an organization. Therefore, managers need to follow some major strategies and policies based on which employees can be able to maintain organizational behavior as well as discipline. Laufs and Schwens (2014) on the other hand stated that providing equal priority and response to every individual staff, making interpersonal communication regarding organizational issues are the necessary ways based on which employees can be motivated towards performing well for the organization.
The reasons behind which local staffs show their reluctance of being reliable and co-operative to a foreign manager
Gabrielsson, Gabrielsson and Seppälä (2012) commented that local staffs while working at their regional soil of coffee shop do not intend to accept foreign manager as their eminent guide and leader due to some of the obstacles. The primary factors that highly affect in maintaining a good co-ordination between a foreign manager and local staffs include:
Language is one of the most effective barriers while foreign managers have to face at the workplace while communicating with the local staffs working at the coffee shop. Napompech (2012) stated that individual foreign managers may not be comfortable in the local language that the staffs use at the workplace. In this kind of situation, both the managers and the staffs face immense difficulties in exchanging business views and decision. Managers tend to take own decision while implementing any particular business strategy and policy. In this kind of situation, the local staffs show their reluctance to co-operate with the managers in decision making.
Memon, Rahman and Azis (2012) opined that based on the culture of an individual person the implementation of business strategy and policy is highly dependent. While running the entire business process every single organization has to maintain a particular organizational culture, ethics and values. It has been observed that food and beverage industries tend to follow participative form of leadership style due to maintain effective co-ordination among the employees at the workplace. Laufs and Schwens (2014) commented that a particular manager after joining in the foreign company is not aware of organizational cultures, ethics and values. As a result, they tend to follow autocratic form of leadership style at the workplace. This particular form of leadership style enables the staffs to follow the instruction of manager blindly without having a scope to share their views. Automatically cultural barriers arise in between the employees and the managers. However the cultural intelligence is highly dependent on three major aspects:
Figure 2: Factors related to work performance
(Source: Napompech 2012)
List of capabilities that a foreign manager needs to handle the local staffs
Sadgrove (2016) evaluated that a foreign manager in order to handle the local staffs should follow some of the major strategies and policies. Participative leadership attitude enables both the employees and the managers to take collective decision. The individual after being associated within the organization should render flexibility in local language in order to interact with the staffs properly. At the same time, the foreign managers should make interpersonal communication with the staffs based on which the employees feel free to express their problems and issue at the workplace.
Figure 3: Capabilities on how to handle performance management of local staffs
(Source: Sadgrove 2016)
Literature gap:
The entire literature review has focused to provide in-depth analysis regarding the necessary barriers due to which foreign managers fail to control location staff management. Before highlighting the several barriers of local staff management the study could have focused in discussing what should be the skill of a foreign manager to control local business. Some of the recognizable barriers such as communication barriers, cultural barriers and linguistic barriers are most effective due to which local staffs fail to co-operate with the foreign managerial decision. At the same time, the entire literature review could have been focused to discuss some major strategies that foreign manager may implement to control local staff relation.
Overview of the research design:
In order to accomplish a particular research work methodology is one of the most integral parts. Without designing a proper research methodology the necessary data and information from the various sources cannot be gathered. This particular study is concerned in positivism research philosophy with the implementation of deductive approach. While designing the entire research it has been observed that the issue should be evaluated by making a keen observation about research issue and research variable (Taylor, Bogdan and DeVault 2015). Therefore, positivism philosophy helps to evaluate data by keeping a acute observation on research issue. On the other hand, deductive approach is highly based on the case study. Therefore, positivism philosophy amalgamated with deductive approach helps the data analyst to conduct the entire research work. In addition, in order to gather necessary data the research has to focus on data collection technique, sampling technique and data analysis technique.
Research approach:
This particular research has focused to choose mixed approach while collecting appropriate data and information. Mixed approach includes both qualitative data and quantitative data. Qualitative data analysis is very much effective to get an immediate feedback from the respondents. On the other hand, this particular research approach helps the data analysts to make an in-depth interaction with the participants. Therefore, data analyst can gather more than sufficient source of data (Brinkmann 2014). On the other hand, quantitative research approach is based on the feedback of the respondents directly. The individuals who are directly associated with the research issue should provide their response with the help of quantitative research approach. In this specific study both the two approaches are applicable in order to collect necessary response from both locals’ staffs as well as from the managers. Thus, mixed research approach has been used in this specific research.
Data collection:
While collecting necessary data, both survey and interview have been chosen as appropriate data collection tool. In this specific study total 10 employees have been selected for conducting an effective survey. Based on the several questions they have provided own point of view on how the local staffs of Gloria jean’s Coffee have to face difficulties in co-coordinating with foreign managers (Mackey and Gass 2015). The staffs have highlighted the necessary organizational issues that the staffs have to face at the workplace. On the other hand, in order to collect the feedback regarding the organizational issues, the opinion of foreign managers have also been collected. They have also faced innumerable challenges in managing the local staffs. By conducting an in-depth interview session the point of view of foreign have been gathered.
Sample and justification:
Sampling is the systematic procedure of collecting necessary data and information amidst the large number of population. Sampling technique is constituted with two major types including probability sampling technique and non-probability sampling technique. This particular study has chosen non-probability sampling technique by involving 10 sampling size. The entire research is based on the problem of local Staff Management for an overseas manager. Therefore, in order to collect appropriate data and information only selective respondents have been chosen with the help of non-probability sampling technique. Probability sampling is otherwise named as random technique (Cohen 2016). With the help of probability sampling technique respondents have been chosen randomly. Thus, this research study has focused to use non-probability sampling for involving limited number of members.
Methods of data analysis:
This particular research method is entirely dependent on primary data collection method. Therefore, theme analysis has not been considered while conducting the data analysis. On the other hand, multivariate statistics is very much appropriate to evaluate the data collected from survey questionnaires (Brinkmann 2014). In order to show the accurate percentage of respondents multivariate statistics is the appropriate analytical tool.
Ethical consideration:
While conducting an effective research an appropriate ethics, values and beliefs have to maintain. Not a single respondent should be forced to provide their opinion. The data that would be collected should be spontaneous as well as accurate. On the other hand, at the time of data collection the act of data protection has to be maintained strictly. The source of data should never be disclosed without the permission of concerned data or information provider.
Quantitative analysis
|
Options |
Responses |
Percentage |
Total respondents |
|
3-6 months |
5 |
50% |
10 |
|
6 months to 1 year |
3 |
30% |
10 |
|
Above 1 year |
2 |
20% |
10 |
Table 1: Employee time-period at Gloria’s Jeans Coffee
Qualitative analysis
`1. What are the managerial approaches used by the overseas managers at Gloria’s Jeans Coffee?
One of the managers of the company has mentioned that global competition has forced the business to change how they manage in domestic and international environment. The increasing rates of changes, technological advances, shorter product life cycle as well as high-speed communication are the factors that contribute to these changes. Thus, the managers at Gloria’s Jeans Coffee focus on developing a new communication system that includes high level of employee involvement. In addition to this, the structure of the organization is also flexible to change with the dynamic market conditions. Another manager of the company has mentioned that considering the needs and demands of employees, the managers have decided to develop internal staff development programs as well as the design-control approach. Similarly, other two managers of the company have mentioned that management values are changing as well as the managers should have a vision as well as able to communicate the vision to each individual working the firm.
Two managers of the organizations have mentioned that productivity of the company is being hampered due to the lack of cooperation from employees. The employees are resisting the possible changes that managers decided to implement. One of the managers has mentioned that due to autocratic management style developed in the company, a gap of communication remains between the lower level of employees and senior authorities. Even through, some managers find it appropriate to convey the message such as managerial decisions, future initiative and organizational goals to the employees. However, some authorities maintain the autocratic business polices. This organizational behavior affects the employees and as the consequence, many employees feel less valued working in the firm. Even, some employees do not expect internal growth in the company. This is because, for a long time, the company did not implement any growth plan for the workers. Consequently, many employees are on the verge of leaving the organization. The turnover rate of the company is increasing, which is reflecting on the productivity of the company.
Two managers of the company have mentioned that autocratic management style, lack of growth opportunity, and inflexible work hours and lack of employee involvement are the main factors that negatively affect the employees. However, another manager of the company has mentioned that Gloria’s jeans coffee hires many overseas managers but only a few people receive the promotional opportunities. Therefore, the lower level of employees finds it difficult to communicate with the senior executives. Other two managers have mentioned that most of the senior managers do not prefer to communicate with the lower level of employees because they maintain the autocratic organizational policies. Likewise, another manager has mentioned that company overlooks the significant culture gap in the company. This means many managers and supervisors in the company take inappropriate initiatives and actions that do not fit employees’ opinions.
The managers have also mentioned that cultural barrier is the primary cause due to which both the managers and the staffs working at the coffee shop have to face psychological barriers. Psychological values and beliefs are entirely dependent on the religious and cultural backgrounds of an individual. As per the psychological beliefs of an individual manager, staffs tend to utilize the freedom if the managers believe in collective decision-making, participative leadership style and so on. Therefore, in order to keep a constant control over the entire business environment the foreign manager intends to impose their own decision to the employees working at the coffee shop.
Ultimately the customers’ service process is getting affected highly. At the same time, the manager fails to gain reliability from the local staffs working at the coffee shop. Business organizations have to face innumerable difficulties in performing well due to the neglecting attitudes coming from the local staffs.
The staffs have to follow the instruction of manager without having any further delay. On the other hand, it is undeniable that the cultural belief of beverage industry enables the employees in forming collective decision in order to make an effective rapport with the business managers. This particular major psychological barrier causes a big hindrance in managing the performance level of employees at the workplace. Therefore, in order to make a good rapport both the manager and the employees have to pay equal co-operation for rendering business growth.
A team rapport between the business managers and the employees is highly importance. Thus, the study has focused to find out necessary ways on how to maintain effective staff management for a foreign manager at the workplace.
Three managers of the company have provided the same views in this context stating that all issues are related to the inappropriate human resource management. The human resource department of the company needs to focus on the employee needs and demands. The department should develop an employee development program based on which the employees can be promoted. On a yearly basis, the performance of the employees should be evaluated with some key performance indicators. Based on the performance measured, the workers should be provided with appropriate benefits. Another manager of the company mentioned that the company needs to focus on developing a diverse workplace, where workers from different cultural background could work together. The managers have also added that in order to satisfy the needs and demands of the customers the staffs have to play an effective role based on which people belonging to different geographical markets can show their interest for purchasing the products. On the other hand, employees tend to perform well being motivated from the leadership qualities of the managers. Therefore, managers having the background of other culture and religion should have the competency to make a rapport with the staffs after joining in a foreign country. Automatically the customers would like to show their satisfaction for purchasing the service and products of the organization.
Conclusion
The first objective of the research is to analyze the issues that overseas managers face at Gloria’s jeans coffee. The issue that the people of Gloria’s jeans coffee are facing is due to the poor human resource management practices. The talent of the employee is not properly recognized. Moreover, no initiative is also taken for improving the communication among the managers and the employees. These facts results in poor collaboration among the staffs and as a result they do not take proper task and this furthermore diminishes the productivity and organizational performances. The staffs are also not happy with the managerial approaches towards the staff management. The managers always try to impose their concern on employees irrespective of the fact whether or not they can perform the desired job. Thus, it can also be found from the research result that maximum percentage of employees agrees that culture and communication are the major factors that create gap in interaction between the managers and staff. The major problem that is highlighted in the research is due to the cultural differences and in this case, the managers should take initiatives for learning the cultural and traditional belief of other nation. However, the negative attitude towards the employees results in absenteeism and workplace conflicts.
The second objective of the research is to evaluate the managerial approaches towards the staff management at Gloria’s jeans coffee. It is found that the managers are not active and supportive regarding taking any positive initiative for developing the condition of the workplace. The managers also not taken any step for knowing the cultural and traditional belief of their subordinate so that their communication process can be enhanced. Moreover, the manager of the concerned organization intends to follow the organizational structure and rule of the home country and thinks that employee in foreign country also behaves in the same way. However, in host country the employees are already used to with a particular performing style and it is difficult for them to follow all the concern. In this way, the probability of the conflict arises to extreme. In such cases, employee intends to absent from the workplace, searches for better opportunity and underperform in their desired tasks. In this way, the overall performance f the organization hampers.
In this section, the steps regarding effective measures of staff management is illustrated. It can be said that in following these steps the foreign manager can well communicate with the staffs and motivate them to work efficiently.
Effective Communication
In conventional times, managers follow autocratic style, in which they order their staffs for accomplishing task. In this approach, there was no participation of employee are there in any decision-making policies. However, it is recommended that managers should follow democratic style or transformational style, where they emphasize on the staff participation in decision making programs. This not only enhances the communication among them but it will also allow the managers to take an effective step on which every working personnel can agree. Moreover, the mangers should also adopts the quality of soft and affirmative tone while communication with the staffs. In this way, it will be easier for the managers to gain trust of the employees. Honesty and integrity are the two major facts that a managers should consider. Thus, it is also recommended for the managers of the coffee organization to communicate each other by maintaining transparency so that staffs can feel the sense of equity and authenticity.
Accepting responsibility
Most of the managers do not consider that they are liable for accomplishing a work and think that it is the responsibility of their team members to compete the sallocated job. After assessing the research result, it can be said to the managers of Gloria’s jeans coffee that they should also take the liability of the team and their performance. The reason behind this fact is that subordinates follow their leaders and if they see their managers not to take effort in work, they will not feel motivated to work. In addition to that, the managers should also give positive comments to the employee on their performances. They should celebrate the achievements of the employees and suggest effective solution for every failed outcome. This allows the staff to develop their skills on problem solving attitudes in critical situations.
Regular meeting with staffs
In this context, it is suggested to the managers of the Gloria’s jeans coffee to organize meeting in order to develop the communication among the employees. These meetings can be formal or information depending on the convenience of the employees. Manager may plan for dinner parties, movie outings, one day office trip so that the friendliness among them can be enhanced. In this way, the employee can also sense that their managers value them and take steps for make them happy. This approach not only helps the managers to gain trust but also motivate employees to outperform in their workplace.
Assessments and feedback
As Gloria’s jeans coffee is a retail outlet where customers are present and order almost all the day, it is essential for the staffs to know all the necessary approach for satisfying their customers. The managers of Gloria’s jeans coffee are suggested to research on recent trends for handling customers, managing staffs and improvements in communication so that they can take initiative for effective business operations. Regular assessments should also be provided so that people in the workplace can outperform. Moreover, the managers are liable to monitor all these performance and suggest them ways for taking effective decision making in critical situation. These assessments can also be discussed in the meetings and managers are liable to ask for suggestions from all the employees. In this way, an effective suggestion out of the many suggested ideas can be selected on which all the staffs can agree. This allows the manager to reduce the conflict that furthermore enhances the business productivity.
Developing action plan for underperforming employees
It is evident that not all employees oppose the managers and their strategies. Thus, the managers are liable to assess how many employees are not happy with their managerial decision and what is the reason of their unhappiness. In addition to that, after assessing the reason, the managers should evaluate effective remedy based on which all the concern of the employee can be fulfilled. The managers should give them more time and check their background details. In this way, they can know about their likings and disliking along with their hobbies. Manager should start communication with them by discussing on facts on which both of them can agree. After that, the manager can make the employee understand why it is important to perform in a specific way for some work. Thus, it is recommended that managers should present proper reason if they reject some of the employee’s suggestions.
Rewarding employees and staffs
The managers and human resources of an organization are responsible to manage and retain their staffs by taking steps like rewarding and recognitions. In addition to that, it should also be considered that employee should be rewarded based on their performance and quality of work. The rewarding system should not be occurred based on favoritism. In such cases, the managers should take regular assessment in the workplace and monitor their progress. In this way, the progress of all the s can be evaluated. The mangers should also recommend to track the working approach of all the employees and of any employee lacks in performances, they can be provided with extra training classes so that their competencies cam be enhanced. In this way, employee will feel motivated and perform to attain organization’s set goals and objectives collaboratively.
Incorporating technology
Technology have evolved so much that they are utilized in every field of work and business. In larger organization like Gloria’s jeans coffee, it is difficult for managers to go to every employee and ask for whether or not they are facing any difficulty and whether or not they need some improvement in their current job responsibility. Thus, in this case, technology can be used to communicate with every person directly but in a lesser amount of time. This communication can be accomplished in form of e-mails both formal and informal. The organizational policies should also be developed in all languages so that staffs conformable in other languages can also understand the policies and can adhere on to it. In addition to that, this use of technology can also be utilized in formulating video excerpts, where business experts suggest the steps regarding how to reduce the language barrier and conflicts in the workplace. In this way, employees can access the video whenever they want without affecting their work during the working hours. In recent time, Whatsapp have developed as the most effective communication tool through which informal conversation can be done. The effectiveness of this tool is because communication and expressing one’s perception is every easy and thus, the other people can get the message with proper perception.
References and Bibliography
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