CUSTOMER CASE
INTERCULTURAL MANAGEMENT
Synergies sans frontières - Catalyzing the Performance of an International Team
Context & Challenges
Within a major international group, the Global Risk, Internal Control and Insurance Department was facing a major strategic challenge. A team of 14 experts, spread over 3 continents (France, Brazil, USA, Canada, Australia, Poland), had recently integrated 4 new managers and SVPs following restructuring. The challenge was to transform a geographically-dispersed team into a cohesive, collaborative force, capable of transcending distances and cultural differences to achieve operational excellence.
The Coaching Approach
The intervention followed a progressive methodology based on the DISC 24/7 approach:
1. Individual mapping of behavioral preferences
Personalized 90-minute sessions for each team member.
These confidential interviews enabled each person to explore in depth their DISC profile, their behavioral preferences in terms of communication, identify their fundamental motivations and become aware of their strengths and areas for development. Particular attention was paid to behaviors activated under stress, and to profile types generating potential friction.
2. Intercultural intelligence & team synergy
Intensive one-day seminar focusing on team synergy and intercultural understanding.
This immersive session orchestrated the sharing of the team's collective profile, revealing strengths and development opportunities in terms of collaboration. Expert insight into cross-cultural differences explored significant variations in goal management, relationship to time, rules and procedures, and operational rhythms. Sub-group workshops led to the identification of priority areas for improvement and the development of a concrete action plan to optimize synergies.
The seminar concluded with a powerful individual presentation, where each member shared their personal profile, creating a space of authenticity and mutual understanding.
Challenges
- Transcending geographical distances and significant time-zone differences
- Smoothly integrate the new managers into the existing dynamic
- Navigating intercultural differences impacting customer and project management
- Creating a sense of belonging for geographically isolated members
- Establish effective communication protocols despite differences in style and culture
Results achieved
The intervention generated significant and measurable impacts:
- Safe space for dialogue, enabling authentic expression of intercultural challenges
- In-depth understanding of regional specificities affecting customer management
- Mutual recognition of different relationships to time, hierarchy and decision-making
- Operational action plans developed collectively and rooted in intercultural reality
- Greater cohesion across distances and cultural differences
- Optimized communication adapted to individual preferences and cultural contexts
Key Learnings
This coaching process demonstrates how intercultural intelligence becomes a strategic catalyst for global performance. A methodical approach integrating individual understanding and collective dynamics has transformed geographical and cultural diversity into a competitive advantage. The result: a global team whose ability to navigate with agility across cultural differences has become a lever for operational excellence and innovation.
