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Problems of multicultural workforce Essay

Cyprus has lately become a centre for foreign investment in recent years. This is largely due to the strategic location of the country in Europe, its wonderful weather and well-organized infrastructure. In addition to these advantages, Cyprus labour force is regarded as well-educated and trained, and the investment laws in the country have encouraged steady flow of foreign investors into the Cyprus. On top of these incentives is the moderate tax regime that foreign entrepreneurs cannot enjoy in their home countries (Ploussiou, 1986; Pricewaterhousecoopers, 2009).

Problems of multicultural workforce As expected, Cyprus has witnessed a dramatic influx of foreign workers that had come into the country to handle the business operations in their respective companies. Cross-cultural business relationships have been the normal commercial integration many countries, including Cyprus are experiencing. This phenomenon is engendered by the concept of globalisation that seems to break down all borders and allow organisations to expand their operations beyond their home countries’ jurisdictions (Bhagwati, 2004; Walters, 2001).

However, some usual difficulties associated with managing cultural diverse workforce include but not restricted to the following fact: (I) Language problem: though English is widely spoken in Cyprus now, but foreign workers still have to struggle with the rest of

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the population that do not speak the language. (II) Cultural differences: Most foreign workers are unable to acclimatize themselves with Cyprus culture. However, Cyprus government has done enough to make the country an Island of internationalization (CultureLink, 2009).

(III) Multicultural Human Resource Management: It requires serious multicultural human resource management for any culturally mix workforce to produce a satisfactory result (Armstrong, 2003) (IV) Multicultural Working Environment: It is quite important that the new working environment should reflect some measures of multiculturalism. What this entails is that some of the software used in the company should also be adapted to the other cultures where the foreign workers originated from (The All I Need, 2006).

(V) Social Integration: The foreign workers need to be socially integrated in Cyprus for them to perform with the best abilities (CS Europe, 2009). (VI) Legal problems: There are definitely some legal problems that would come up while foreign workers are working in other countries different from theirs. In this case, the laws and labour regulation of Cyprus and that of the EU come into force here (EURACTIV, 2007). One variable of pressing interest is the dependent variable ‘cross cultural business engagements’.

The independent variable is this case is ‘managing multicultural workforce in Cyprus’. How by varying the latter in variance can affect the dependent variable is the main objective of the hypotheses. It is seen that the independent variable includes workforce that are differentiated according to the age, sex, religion, and ethnicity. Therefore, for our research we should have the required number of people belonging to each of these groups to be questioned in order to bring about the quantitative assessment for the above objectives.

There should be a fair number of people to be questioned from each of the groups. If only one group is tested then the response may not be taken as conclusive and there might be slight biasness on the part of the group. Hence, the questionnaire should address the fair number of people from to form the basis of the argument for the research thesis. Besides, there wouldn’t be any undue influence or special advantage which a particular group of people may exercise over the researcher.

Not only this the researcher can ascertain the facts of the case better and get the view points of people over a wider area and thus confirming the practical possibility of the thesis and the affect it would have on future researches on the subject. The research question itself should always dictate the method (Newman and Benz, 1998). Further, in this way the researcher can also get to know more details that prevail on the problems. On the basis of your literature review, one can bring forth coherent argument for the research (Dayman and Holloway, 2002).

When all the problems highlighted above are properly handled, foreign workers in Cyprus would be able to enjoy working in a culture entirely different from their own. Quality of Service It has been observed that most foreign workers in Cyprus are into the production of goods and services. Here, it is significant that their quality of service in Cyprus must be measured, analysed and documented. One of the best methods to measure the quality of service is by implementing the concept of SERVQUAL.

SERVQUAL was the brainchild of Parasuraman: it is designed to help industries measure their level of quality as reflected in the services they offer (Parasuraman et al. , 1986). Since customers are “kings”, as the saying goes, their candid responses/feedbacks are vital in helping organizations to be aware of some shortcomings in their services, which they might have unknowingly overlooked (Zeithaml et al. , 1990). The elements of SERVQUAL in relation to any industry producing goods and services would involve checking:

•????????? The tangibles offered by the foreign organizations in Cyprus. •????????? The integrity of the organizations if they have acted in accordance to their pre-supply promises •????????? The truthfulness of pre-supply assurances •????????? The reliability of the management in the foreign organizations •????????? The extent of empathy shown to the customers in Cyprus. The above indices have eight squares to be ticked off by the participants who receive the questionnaires.

The above indices have to be compulsorily ticked by the participants and shouldn’t be left blank for otherwise the actual quantification wouldn’t be possible. The first square represents the number one which means that if the participant ticks it he strongly disagrees with the point raised by the questionnaire. The participant may tick the other squares too and he gets the number from 1 to 8. For each question the participant is allowed to tick only one of the boxes.

The last box is numbered 8 and the participant when he ticks on it states that he is in completely in agreement with the question. For the above 5 indices the total to be achieved for full satisfaction or agreement would be about 40 marks. In this way the marks of the different participants are obtained for the ultimate results of the survey. Based on this the rationale for the argument is derived and it is seen how far the response to the quantitative analysis have been.

The above five indices are enough to measure the level of quality in the services provided by foreign workers (organizations) in Cyprus. However, SERVQUAL only exposed areas that urgently needed some transformation in the organizations, but it is only pragmatic application of internal marketing and multicultural human resource management that would help any foreign organizations to improve upon their services to their array of customers in Cyprus (Cahill, 1996; Varey & Lewis, 2000; Dunmore, 2002).

In order to optimize the amount of quality services rendered by the foreign employees in Cyprus, they must be encouraged to undertake rigorous multicultural trainings, attend qualitative workshops, learn from one another and be prepared to perform above the level of a known rival in that particular industry. On top of this, it would be practical enough to hire a top-notch, experienced and energetic Human Resource Manager who would motivate the foreign employees to tap their best skills in delivering high-quality services to their Cyprus customers (Dressler, 2004; Armstrong, 2003; Storey, 1995).

When all the issues raised above are deeply considered, it is possible for foreign workers (organizations) in Cyprus to provide high-quality services that would not only satisfy both domestic and international customers but also keep their business afloat (Scott, 2000; Hayes, 1998). Methodology The research methodology that will be employed for this research is both qualitative and quantitative research technique.

This means that for aiding the qualitative methods the data and information would be accessed by carefully perusing over the various literatures available through authenticated books, journals, websites and facts and relevant information extracted from previous studies and peer-reviewed primary and secondary sources. The information gathered is with the hope of analyzing them to detect the past trends and the current situation so as to predict the future conditions of service quality offered by foreign workers (organizations) in Cyprus.

Attempts will be made to highlight the effects of globalization on the performance of cross-cultural business engagement between Cyprus and others. Besides, in this way special attention will be placed on selecting sources from authors of highest standing in the subject area of cross-culture commercial relationships and multicultural human resource management, in order to reduce the amount of transferable errors from unproven or unauthenticated sources (Balnaves & Caputi, 2001; Black, 1999).

Each aspect of the information elicited will touch the vital sections of this research: namely, globalisation; international and domestic customers; service quality measurement; foreign employee training and improvement; human resource management; customer satisfaction in Cyprus, and so on. As far as the quantitative data is concerned the use of SERVQUAL would no doubt give the necessary information for the very basis of research. The quantitative results would undoubtedly prove to be a pointer for all future researches and foremost would justify as to why this research is important both academically and for general reading.

In case of quantitative research which mainly depends upon the numbers, tables and graphs, the qualitative research depends to a large extent on the written word (Hansen, 2006). This is not to deny that the hypotheses might encounter problems as it cannot be extended over a very large population of immigrant workforce and the business community. Still by getting on to the survey results by quantitative analysis and by way of qualitative analysis a fair picture would no doubt emerge giving true authenticity to the research.

A hypothesis is an unproven proposition and is usually a statement about reality that is to be tested empirically (Patzer, 1996). Thus, it is quite imperative for the research to take random sampling of the populace and for this to bear fruit the research proposal suggest the possibility of taking 300 samples covering the wide area of the populace. In order to avoid any prejudice even while taking the samples, at least 50 organizations small, medium and large could be chosen where there is a greater degree of immigrant workforce in Cyprus.

Here, 20 organizations would be small, 20 medium and 10 large for the purpose of survey. The time schedule would be two months which is quite sufficient for the researcher to cover all the 50 organizations for getting the questionnaires duly filled in by the immigrant workforce employed in these concerns. The time schedule is only a target and the survey can be finished much earlier than that. References Armstrong, M. (2003). A handbook of human resource management practice. London: Kogan Page Publishers. Balnaves, M. & Caputi, P. (2001). Introduction to quantitative research methods: an investigative approach.

Thousand Oaks, CA: SAGE. Bhagwati, J. N. (2004). In defence of globalization. New York: Oxford University Press US. Black, T. R. (1999). Doing quantitative research in the social science: an integrated approach to research design, measurement, and statistics. Thousand Oaks, CA: SAGE. Cahill, D. J. (1996). Internal Marketing: your company’s next stage of growth. London: Routledge. CS Europe (2009). Recruitment and ethical management of foreign workers. Retrieved from http://www. csreurope. org/pages/en/recruitment. html Culture Link (2009). Cyprus. Retrieved from http://www.

culturelink. org/culpol/cyprus. html Dayman Christine and Holloway Jimmy (2002). Qualitative research Methods in Public Relations and Marketing Communications. Reviewing the Literature And writing the Research Proposal. 3. 35. London. Routledge. Dressler, G. (2004). Human resource management. London: Pearson/Prentice Hall Dunmore, M. (2002). Inside-out marketing: how to create an internal marketing strategy. London: Kogan Page Publishers. EurActiv (2007). ‘Blue Chip’ proposal to attract foreign workers sparks EU dispute. Retrieved from http://www. euractiv.

com/en/socialeurope/blue-card-proposal-attract-foreign-workers-sparks-eu-dispute/article-166671 Hansen C. Emily (2006). Successful Qualitative Health Research. Writing Qualitative Research. 8. 161. Crows Nest. N. S. W. Allen & Urwin. Hayes, B. E. (1998). Measuring customer satisfaction: survey design, use, and statistical analysis methods. Milwaukee, WI: American Society for Quality. Newman Isadore and Benz R. Carolyn (1998). Qualitative-Quantitative Research Methodology: Exploring the Interactive Continuum. Validity and Legitimation of Research. 3. 86. Carbondale, IL. Southern Illinois University Press.

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