CULTURAL INTELLIGENCE AS AN INNOVATIVE FACTOR IN MANAGING INTERCULTURAL TECHNICAL SUPPORT TEAMS IN AN INTERNATIONAL IT ENTERPRISE
Abstract
The article examines the conceptual foundations of cultural intelligence as an innovative factor in managing intercultural technical support teams in international IT enterprise. The relevance of the problem of effective cultural diversity management in the context of technological services globalization is substantiated, when teams are formed from specialists from different countries, cultures and time zones. The essence of cultural intelligence as a multidimensional competence is revealed, including motivational, cognitive, metacognitive and behavioral components, each of which plays a unique role in ensuring effective intercultural interaction. The specifics of technical support teams functioning are analyzed, which operate under constant pressure of time constraints, the need for immediate response to customer requests and ensuring high service standards, despite cultural, linguistic and communication barriers. The mechanisms of cultural intelligence impact at individual, group and organizational levels are investigated, manifested through improving the accuracy of customer request interpretation, enhancing communication between colleagues, forming synergy and trust in the team, as well as creating sustainable competitive advantages for the organization. A comprehensive model for cultural intelligence development is proposed, including the creation of culturally diverse project groups, implementation of mentoring systems, formation of knowledge base on cultural specifics of service, conducting adapted training and integration of cultural intelligence assessment into performance management systems. The necessity of organizational culture and leadership practices transformation, as well as strategic use of technological innovations to support cultural intelligence development is substantiated. Practical recommendations for implementing the proposed model in international IT companies activities are formulated and promising directions for further research in this field are identified.
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