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Language Barrier: Sales Challenges in a
Multicultural Environment
• Ralph was a sales representative of a small but
fast-growing new mobile and social advertising
platform, working directly with the co-founder,
Mike. Ralph was responsible for door-to-door
sales by approaching new small and medium
businesses to sell this platform which would
allow the businesses to gain a virtual customer
following. These business owners often spoke
English as a second language and thus clear
communication was key.
• Still in college, Ralph approached a small
haircutting salon and secured them as a
client with a $100 signup fee. Ralph was
happy as he was paid on commission.
However, the situation soon turned sour
as the hairdresser was furious upon
learning that she did not receive $100
worth of customers but instead had signed
up for a mobile customer platform.
• Mike as the founder was now stuck in
tough situation. Ralph claimed that there
was a large language barrier and thus the
hairdresser wrongly presumed that she
was receiving $100 of customers.
• Ralph was also aware of similar situations
with other small business owners for
whom English was a second language and
who thus had difficulty in understanding
the nature of the product.
• Ralph was also aware that, as a startup,
the company had no funds or time to use
translating services to alleviate the
situation.
• Should Mike make the executive decision
to work only with English-speaking
customers, and is that an ethical solution?
• A customer asked for a product from us
today. After telling him our price, he said
he could not afford it. I know he could get
it cheaper from a competitor. Should I tell
him about the competitor -- or let him go
without getting what he needs? What is
the guideline for us? The societal interest
or the personal interest?
• Our company prides itself on its merit-
based pay system. One of our employees
has done a tremendous job all year, so he
deserves strong recognition. However, he
has already paid at the top of the salary
range for his job grade and our company
has too many people in the grade above
him, so we cannot promote him. What
should I do?"
• Our company prides itself on hiring
minorities. One Asian candidate fully fits
the job requirements for our open position.
However, we are concerned that our
customers will not understand his limited
command of the English language. What
should be done in these circumstances?
• My boss told me that one of my
employees is among several others to be
laid off soon, and that I'm not to tell my
employee yet or he might tell the whole
organization which would soon be in an
uproar. Meanwhile, I heard from my
employee that he plans to join his
daughter in an engineering college. What
should I do?"
• My computer operator told me he had
noticed several personal letters printed
from a computer that I was responsible to
manage. While we had no specific policies
then against personal use of company
facilities, I was concerned. I approached
the letter writer to discuss the situation.
She told me she had written the letters on
her own time to practice using our word
processor. What should I do?"
• A fellow employee told me that he plans to
quit the company in two months and start
a new job, which has been guaranteed to
him. Meanwhile, my boss told me that he
wasn't going to give me a new opportunity
in our company because he was going to
give it to my fellow employee now. What
should I do?"
INDIAN BUSINESS LAWS
AND THEIR IMPACT ON
ETHICAL
BEHAVIOUR:
• All laws relating to business in India, can
be broadly classified into 2 categories-
– Business laws
– Labour laws
The Industries development and
regulation act
– This Act enacted in 1951 with the main
objective of giving practical effect to the
industrial policy, gave the government
sweeping powers to control industries.
– It empowers the central government to
develop and regulate the industrial sector in
India, through suitable and appropriate
means.
Foreign Exchange Regulation
Act, 1973:• This Act applies to all citizens of India,
outside India and to branches of
companies registered in India.
• The main objective of FERA is the
conservation of the foreign exchange
resources of the country and the proper
utilization thereof in the interests of the
economic developments of the country.
The Companies Act, 1956
• This Act provides for a greater government
control over the formation and
management of companies.
The Monopolies and restrictive Trade
Practices Act, 1969
• The main objective of this Act is to control
the concentration of economic power and
monopolies and to prohibit monopolistic
restrictive and unfair trade practices. The
act has restricted and stopped many
misleading advertisements, adulteration
and all sorts of false trade practices.
The Essential Commodities
Act, 1955• It was set to provide in the interest of the
general public, control of production,
supply and distribution of trade and
commerce in certain commodities.
Some of the other laws to control
business behaviour are
• The capital issues control act 1956
• The securities contracts act 1956
• The imports and exports act 1947
• The Indian Patents Act.1970
• The partnership Act.1932
• The sale of goods act 1930
• The consumer Protection act 1986
Laws relating to weaker Section
(ie, children and women)
• The Factories Act, 1948
• The Mines Act, 1952
• The Plantation Labour Act, 1951
• The employment of children Act, 1938
• Maternity Benefit Act, 1961
Laws relating to Specific
Matters-• Wages
– The payment of wages Act, 1963
– The minimum Wages Act, 1948
– The Equal Remuneration Act, 1976
Laws relating to Specific
Matters-• Social Security
– Workmen Compensation Act, 1923
– Retrenchment Benefit Act
– The payment of Bonus Act, 1965
– Employee State Insurance Act, 1948
– Fatal Accident Act, 1955
• Trade union Act, 1926
• Industrial dispute Act, 1947
• The workmen compensation Act, 1923
• Bonded Labour system(Abolition)Act,
1976
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