Intercultural Management (GEST901_GTRANC)

Volume horaire

CM : 10h / TD : 10h


Coordinatrice de la matière : Naida CULSHAW

Guest Instructor : Mickey Farrance (4hrs) : Cultural differences in marketing and localization (U.S./France)

Lieu de la formation : Jacob-Bellecombette

Semester 1, 4 ECTS credits, 20 course hours


Students will learn about the influence of culture in the workplace, concentrating on three levels of intercultural competence: intercultural sensitivity, enhancement of knowledge about other cultures and practical skill improvement. As future managers in the industry, students will explore the impact of culture on the management approaches to developing and providing hospitality and tourism products; their suppliers, customers and workforces. Specific intercultural management skills will be identified and evaluated, and students will have opportunities to assess their own levels of intercultural awareness.

The course examines case studies and readings that focus on general concepts of “culture” as well as in particular on issues of intercultural competence, cultural identity and cultural diversity from a strategic, organizational, and marketing perspective. The course combines various learning/teaching methods.

1. Lecturing by professor and one guest speaker

2. Group work in-class

3. Cross-cultural exercises,

5. Analysis of cross-cultural incidents and cases

6. Use of instruments to gain understanding of one ́s own and others ́ cultural patterns of behavior, values and assumptions.

 Learning in this course requires the student’s constructive participation and active involvement in both class discussions and small group discussions. Small group discussions, in particular, are a key mechanism for facilitating learning from other team members.

Compétences acquises

-          Understand how culture affects the way we build and maintain relationships in the workplace.

-          Acquire a sharper understand of their own culture and how it impacts their behavior in a multicultural setting.

-          Gain awareness and know-how about cultural differences in international endeavors.

-          Learn how to approach translation and localization strategically.

-          Improve their ability to provide customer service in an international and intercultural context.

-          Learn how to approach an intercultural encounter using the critical incident method.

-          Be familiar with various managerial approaches to diversity in the workplace and be able to implement them.


Assessment Strategy


To enable students to apply theory to practice and contextualise what they have learned, the following assessments will be used :


50% Quizzes (25% + 25%) - One quiz covering main concepts discussed in class presentations and one quiz based on an assigned reading. Each quiz will include true/false, multiple choice matching and short essay questions. If a valid reason keeps a student from attending the quiz at the scheduled time, it is the student’s responsibility to contact the professor prior to the session date.


30% - Reflective Piece - Written Assignment (minimim 2-pages)

Students will be asked to reflect on the theoretical models of cultural differences and analyse their own behaviour, communication style and cultural stereotypes in relation to another national culture of their choice. Each student will then use the information gathered to reflect upon the potential challenges of working with the national culture identified in an international hospitality and tourism enterprise.


20% Attendance and In-Class Participation

Classes will consist of lectures, discussions, and practical projects. This course requires that students regularly attend class sessions. Regular attendance of all classes is strongly advised. An attendance sheet will be passed around for each class.


Participation enhances learning and makes classes more involved and interesting for all. Your in-class contributions will be judged on the basis of whether or not they facilitate the process of collective learning in the classroom. High quality contributions are efficient and relevant to the discussion.

 Using these criteria, class contributions are judged using the following scale: (3) outstanding, if this person were not contributing today the quality of the class discussion would have been significantly diminished; (2) good, helpful and on-target comments; (1) attending non- participant or one with repetitive, non-value-add comments; (-1) absent, late, or destructive class commentary. The instructor WILL call on students randomly during any discussion.


Level of English proficiency sufficient for understanding course material and participating in discussion and exercises.

Plan du cours

No textbook is required for this course. Required readings for each class will be sent as a PDF file. Other course materials, such as case studies or articles may also be required for specific topics; their web links will also be made available via email.  


Barker S. and Hartel C. E. J. (2004a) Intercultural service encounters: An exploratory study of customer experiences, Cross Cultural Management, (1), pp. 3–14.

Catherine Cheung and Worarak Sucher.“The relationship between hotel employees’ cross-cultural competency and team performance in multi-national hotel companies.” by   International Journal of Hospitality Management, Volume 49, August 2015, Pages 93–104.

Comfort J. and Franklin P. (2008) The mindful international manager: competences for working effectively across cultures. York: York Associates.

Feuille C. and Davidson S. (2010) ‘2010 survey: challenges of leading global teams: summary of iindings.’ Esprit Global Learning and Beyond Borders. Available at:

Hofstede, G. (2010). Cultures and Organizations: Software of the Mind. 3rd edition. McGraw-Hill. ISBN: 978-0071664189

Hofstede G. (2011) ‘Dimensionalizing Cultures: The Hofstede Model in Context’, Online Readings in Psychology and Culture, 2(1). Available at:

Livermore, D. (2011). The Cultural Intelligence Difference: Master the One Skill You Can't Do Without in Today's Global Economy. AMACOM. ISBN: 978-0814417065

Reisinger Y. and Turner L. W. (2003c) Cross-cultural behaviour in tourism: concepts and analysis. Oxford: Butterworth-Heinemann.

Schneider, S. C. (2002). Managing across Cultures - 2nd edition. Harlow: Financial Times Prentice Hall.

Diplômes intégrant ce cours

En bref

Crédits ECTS : 2

Méthode d'enseignement
En présence

Langue d'enseignement


UFR, Écoles, Instituts


Naida Culshaw

Tél : +33 4 79 75 85 85

Email : Naida.Culshaw @


  • Chambéry (domaine universitaire de Jacob-Bellecombette - 73)