Samenvatting

The ANWB department in Lyon helps Dutch people who have problems with their car in France. This department works with Dutch staff, but is situated in Lyon, France. Therefore it has to work closely together with French services.
An international working environment can create a stimulating atmosphere in human and economic fields. However, it can also cause difficulties. Because languages and cultures could be an obstacle for good communication, the ANWB has identified this as a risk. Hazards are situated both in intercultural interaction and in linguistic matters. Bearing these risks in mind the ANWB wanted to investigate whether the communication between the department in Lyon and its French external services is satisfactory to both sides. Several sub questions arose from this central problem and led to extensive desk and field research. A theoretical framework on communication and cross-cultural interaction was sketched and applied to this specific case. Analysing the outcomes of these chapters resulted in the identification of several risks. Primary, the lack of a formal communication strategy was striking. Furthermore, the application of the Lewis model combined with Hofstede´s cultural dimensions and the Dutch tendency to affective communication revealed the need of specific training programmes for all employees and formal contracts with the rental agencies.
Later on, telephone enquiries were held in order to get a clear view of the satisfaction in communication between the ANWB department and its French external services. In general, the external services are pleased by the communication with the ANWB. From the side of the ANWB employees, the lack of contracts with rental agencies is the main obstacle.
All the conclusions from the thesis were grouped and analysed. Cross-cultural differences and language barriers were identified as risks. In spite of the risks, satisfaction from both parties concerned is relatively high. In the end, a considerable number of recommendations have been formulated. A study group should be appointed in order to set up a formal communication strategy for the company. This will certainly play a significant role in further improvement of communication between the ANWB department and the French external services. Setting up official contracts with rental agencies will definitely serve this cause as well. Finally, the ANWB department in Lyon would benefit from the application of the less impacting suggestions such as improving the practical mastery of the French language of the ANWB employees.