46 Cultural values at work[1]

My country

Other country

My country

Other country

Business cards are exchanged with care and formality on first meeting

2

4

Top managers take most decisions -there isn't much consultation.

5

3

Titles like Doctor, Engineer are used to show educational background

2

4

Important decisions are taken outside meetings

4

2

Colleagues move quickly to first names after a few meetings

3

2

The English language is used in most meetings in large companies.

2

4

Colleagues shake hands every morning in the office

4

2

People interrupt and disagree freely in meetings

2

4

People communicate in an expressive way with gestures and physical contact.

3

1

Teamwork and cooperation are highly valued

3

5

People kiss women colleagues on the cheek

3

1

Presentations are formal, with little audience interaction until the end.

2

5

Most business people, and all managers, wear formal, well-made clothes

3

5

People discuss business at lunch

4

4

Time is spent building a personal relationship before doing business.

3

4

People socialize with clients outside work e.g. golf, going to bars.

1

3

Business culture is based on goals, results and short-term profit.

3

5

People give gifts to clients

3

4

Hierarchies are flat, with small status and salary differences between levels.

2

3

Women are treated as equals in business, In practice not just in theory

2

5

A personal story about a cross-cultural misunderstanding

Background:

You should always assume that there is a significant possibility that cultural differences are causing communication problems, and be willing to be patient and forgiving, rather than hostile and aggressive, if problems develop. You should respond slowly and carefully in cross-cultural exchanges, not jumping to the conclusion that you know what is being thought and said.

What happened: But sometimes we forget about it. An American businesswoman comes away from a meeting delighted; she finally got her Japanese supplier to agree to a price. A few days later, she receives questions about price. It’s almost as if she imagined the meeting. "What's going on here?" she asks. "We agreed on the price already, didn't we?"

The businesswoman recalls all the Um-hmms and Yesses she heard in the meeting. "They agreed to the price, they said yes," she mutters to herself. "They even nodded and smiled."

Welcome to the world of intercultural business communication-a world fraught with frequent misunderstandings, frayed tempers and mistrust. This American Businesswoman is not the first or last to feel frustrated in this way. Other people have misunderstood a "yes" response.

Reason for misunderstanding:

Good communication American style is to say what you mean precisely, in as straightforward a manner as possible. Be direct, get to the point, and say what the bottom line is. For other cultures, this style is rude, abrasive and self-centered. Many cultures-including Japanese, go to great lengths not to be direct. The risk of disharmony with other group members is too great to be outspoken. It’s better to agree to somebody’s face and negotiate with them afterwards than to blatantly disagree. "Yes" can mean "no," "maybe," or even "we've got to think a little more about this and we don't want to fall out with you". Direct communicators like Americans in general, consider this indirectness deceptive, two-faced and lacking in integrity.

Consequences:

Avoid misunderstandings in communicating across cultures:

1. Be conscious of body language and non-verbal messages: What message is communicated in the smiles, frowns, head movements or silence?

2. Watch eye contact: Reserve judgment on the correct amount of eye-contact. Some cultures encourage plenty, others frown upon it. You may have to adjust the amount of eye contact according to the status of the person you're talking to.

3. Listen without interrupting: Americans are often considered too talkative. People from other cultures may interpret many interruptions as disrespectful.

4. Summarize what you hear often: Keeping in mind point #3, clarify what you think you have heard, rephrasing as simply as possible.

5. Speak slowly, enunciate and avoid idioms: Only 5% of the world’s population speaks English as a first language. You may be doing business with a person who speaks fluent English but who has difficulty understanding your accent, the idioms, jargon or slang you use. Remember, the simpler the English, the better.