The Research Of H Telecom Company Customer Center Branch’s Cross-cultural Conflict Management

Economic globalization promotes enterprise globalization with a flourishinglydevelopment. Transnational M&A has become the important way incorporating globaleconomy. Along with the process, Cultural divergence and Cultural conflict can not beavoided to these multi-national companies. Cross-cultural conflicts always happen inenterprise management and it is a final factor to decide the failure or success of themulti-national company. Facing to the Cross-cultural conflict risk, it will be a great help todeepen cross-culture management that research its happening background, analyze the reasonsand give some solutions. And also it will be very important for Enterprise to absorb theadvanced enterprise culture and improve the core competitive ability.Cross-cultural conflict and management are the key factors to decide whether amulti-national company will be successful or not. Based on the foregoing research fruit andcombined with Transnational M&A theory, analysis H telecommunications companies tocustomer service management status and cultural conflict performance, analyzed the servicedepartment and its management situation, this paper introduces the background andorganization, and analyzes the mainland companies management status, customer service deptto cross cultural conflict management problems on the investigation and analysis of thesample investigation research data acquisition and the result analysis, analysis andcross-cultural management status quo in the company’s customer service performance of thecultural conflict is analyzed, mainly including: organization management mode ofcommunication problems and conflicts, the conflicts of values and human resourcesmanagement of conflict.At last, analyzed the H telecommunications companies cross-cultural conflict causes, andput forward the corresponding countermeasures, telecommunications companies to Hcross-cultural analysis on the reason of the conflict, basically have the following reasons: thecomplexity of the business environment, culture identification and fusion status. Values thedifferences, status difference and individual differences, put forward the basic principles tosolve the H telecommunications companies cross-cultural conflict, and analyzes the culturalconflict to H telecommunications companies bring the advantages and disadvantages of thecustomer service dept. and the countermeasures of the H telecommunications companiescross-cultural conflict management:1) establish a common management concept andcompany culture;2) develop an interactive and open channels of communication;3)cross-cultural design;4) cross-cultural integration and development of the alloy culture;5) implementing intercultural talent localization strategy;6) cross-cultural managementpersonnel training.