A DISSERTATION REPORT
ON “Cross Cultural Training-A Study”
(SUBMITTED TO ARDS PARTIA! "U!"I!!MENT O" POST #RADUATE DIP!OMA IN MANA#EMENT$
Und%r t&% guidan'% o() Mr. Satish Thakural Lecturer (AKGIM)
Su*+itt%d *y) Tanvi Gupta Roll No.: - G!M-"#$"%&
'(K) Stone* !elhi-+apur ,-pass Roa.* ./.A.h-at)ik Na0ar* Gha1ia2a.'"3""4 Tel: &'%3'(%*&'%3'(5* &'43'(($(#$(4*56("(5%$55 3
AC,NO
!ED#EMENT
It 0ives )e i))ense 0rati7ication to place on recor.s )- pro7oun. 0ratitu.e an. sincere appreciation to each an. ever-one o7 those 8ho have helpe. )e in this en.eavor. I a) ine77a2l- in.e2te. to !r. Anoop ant* !irector AKGIM 7or
conscientious 0ui.ance an. encoura0e)ent to acco)plish this assi0n)ent. I e9ten. )- sincere thanks to Mr. Satish Thakural 7or his cooperation an. valua2le su00estions to initiate the stu.-. : I e9ten. )- 0ratitu.e to AKGIM 7or 0ivin0 )e this opportunit-. /n a personal note I 8oul. like to thank all )- 2atch )ates 7or their support. An- o)ission in this 2rie7 ackno8le.0e)ent .oes not )ean lack o7 0ratitu.e.
Gha1ia2a.
'
Tanvi Gupta
'5th April* '""#
Roll No- G!M-"#$"%&
CERTI"ICATE "ROM T-E "ACU!T. #UIDE
This is to certi7- that the pro;ect 8ork entitle. “Cross Cultural Training: A Study” is a 2ona7i.e 8ork carrie. out 2- Ms. Tanvi Gupta, a can.i.ate o7 the G!M ('""#'"3") A;a- Ku)ar Gar0 Institute o7 Mana0e)ent* Gha1ia2a. un.er )- 0ui.ance an. .irection.
Signature of the Guide Mr. Satish Thakural
&
TAB!E O" CONTENTS
A2stract<<<<<<<<<<<<<<<<<<..<<<<<<..<5 Intro.uction<<<<<<<<<<<<<<<<<<<...<<<.......( Research Metho.olo0-<<<<<<<<<<<<<<<<<<<<# The 8orl. is not 7lat<<<<<<<<<<<<..<<<<<<<..<.4 Glo2ali1ation<<<<<<<<<<<<<<<..<<<<<<<..<3" Glo2ali1ation an. +R<<<<<<<<..<<<<<<<..<<<<..3" The value o7 culture<<<<<<<<.<<<<<<.<<<<<<..33 =o))on )istakes In.ians )ake<<<<<<<<<<..<<<<<..3' !eter)inants o7 culture .i77erences<<<.<<<<<<<..<<.<<3& +o8 .o people an. practices .i77er across cultures>..................................36 I)pact o7 .ealin0 8ith a .i77erent culture<<<<..<<<<<..<<..3% !e7inin0 =ross-cultural trainin0 an. its o2;ectives<<.<.<<<<<..35 The 3" ,ene7its o7 =ross =ultural Trainin0<<<<<.<<<<<<..3( !esi0n o7 cross-cultural trainin0<<<<<<<<<<<..<<<<..'" The Trainin0 Metho.s<<<<<<<<<<<<<<..<.<<<<.'& !e7inin0 ?9patriate =o)petencies<<<<<<<<<<...<<<<..'% International ,usiness ?ti@uette Tips 2- L-.ia Ra)se-<<..<<<<..'( Tips 7or ,usiness Gi7t Givin0<<<<<<<<<<<<<<<<<.&3 =hina<<<<<<<<<<<<<<<<<<.<<<<..................&&
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Mala-sia<<<<<<<<<<<<<<<<<.<<<<.................6" Ger)an-<<<<<<<<<<<<<<<<<.<<<<.................6# Aapan<<<<<<<<<<<<<<<<<.<<<<<<<<<..%( In.ia<<<<<<<<<<<<<<<<<<<<<<<<<<<.5' Bin.in0s<<<<<<<<<<<<<<<<<<<<<<<<<...(' =onclusion<<<<<<<<<<<<<<<<<<<<<<<<...(& Reco))en.ations<<<<<<<<<<<<<<<<<<<<<....(6 ,i2lio0raph-<<<<<<<<<<<<<<<<<<<<<<<<(%
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ABSTRACT
Cn.erstan.in0 the values* attitu.es an. 2ehaviors o7 people in various countries is the ke- to kno8in0 ho8 to .o 2usiness 8ith the). So o7ten* 8e take 7or 0rante. that ever-oneDs culture is si)ilar to ours. To help co)panies 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace 2- un.erstan.in0 an. learnin0 a2out other cultures* trainin0 or0ani1ations* such as Ein.ha) International* o77er crosscultural trainin0. Eith this t-pe o7 trainin0* 8ork can 0o )ore @uickl- an. s)oothl- an. co)panies avoi. costl- )istakes. =ross-cultural an. intercultural trainin0* a )ar0inal i.ea &" -ears a0o* has 2oo)e. into )ainstrea) acceptance in the past 3" -ears 8ith international 2usinesses tappin0 into a lar0e an. so)eti)es e9pensive arra- o7 cross an. intercultural trainin0 pro0ra)s 7or their e)plo-ees. Tr-in0 to .o international 2usiness 8ithout prior cross-cultural trainin0 is a recipe 7or .isaster. Ehen or0ani1ations 2eco)e cross-2or.er entities* cross-cultural 7actors start a77ectin0 ever- aspect o7 the 2usiness. Ehether in )ulti-cultural tea)s or in 2usiness interactions* the variants o7 cultural nuances eventuallen. up a77ectin0 the 2usiness. The report .eals 8ith the 7ollo8in0: ? Glo2ali1ation an. its e77ects. ? =ulture an. its ele)ents. ? +o7ste.eFs =ultural !i)ensions • • • • • =hina In.ia Mala-sia Ger)anAapan
? ?9patriation ? !esi0nin0 trainin0 pro0ra) 5
INTRODUCTION
The tren. o7 0lo2ali1ation is provi.in0 opportunities 7or In.ian 7ir)s to reach 7orei0n )arkets. The 2usiness )o.el o7 )an- upco)in0 in.ustries like the in7or)ation technolo0- sector is .epen.ent heavil- on the 7orei0n )arkets. This increases the nee. o7 pro7essionals 8orkin0 in 7orei0n cultural settin0s. The )er0er an. ac@uisition activit- especiall- the cross-2or.er ac@uisitions have reache. )uch hi0her levels. The tren. o7 ac@uisitions is not onl- restricte. to the ne8 sectors like In7or)ation Technolo0-* Teleco) an. ,usiness rocess /utsourcin0* 2ut core sector co)panies like Manu7acturin0 an. Minin0 (Bor ?9a)ple: Sterlite 0roup ac@uirin0 )ines in Australia) have o2serve. spurt in such activities too. The sheer si1e o7 certain .eals in the ran0e o7 '""-&"" Million .ollars in.icates 0lo2al aspirations o7 the In.ian 7ir)s. The har)aceutical co)panies have 8i.ene. their reach in 8orl. )arket 8ith e9a)ples like Ran2a9- an. !RL havin0 presence in )an- countries. The 0lo2ali1ation .rea)s present a ne8 challen0e 7or the In.ian 7ir)sG the challen0e to .evelop co)petent )ana0ers 8ho 8oul. 2e a2le to 8ork in ne8 environ)ents e77icientl- an. 8ill act as a 2ri.0e 2et8een the parent co)pan- an. its su2si.iaries. The 0lo2ali1ation 8ill also 2rin0 ne8 e)plo-ees to the In.ian 7ir)s* the ones 8ith .i77erent ori0in* lan0ua0e an. national culture a..in0 co)ple9ities to the culture o7 In.ian or0ani1ations. The 7ir)s thus nee. to .evelop s-ste)s an. processes not onl- to train )ana0ers 7or e9patriate assi0n)ents 2ut also to han.le cultural .iversit-. This task can 2e achieve. 2- 8ell .esi0ne. cross-cultural trainin0 pro0ra)s 8hich 8ill help e)plo-ees in copin0 up 8ith the stress an. cultural shock 8hile .ealin0 8ith a ne8 culture. The nee. 7or cross-cultural trainin0 8ill 2e 7or 2oth: In.ian e9patriates an. e)plo-ees .ealin0 8ith e9patriates o7 other ori0ins. The cross-cultural trainin0 8ill also 2e re@uire. 7or the In.ian co)panies 0ettin0 into ,usiness rocess /utsourcin0 as the clients 2elon0 to culturall- .i77erent environ)ents. Eorkin0 e77ectivel- in cross-cultural conte9t is 2eco)in0 vital co)petence 7or aspirin0 )ana0ers. The report atte)pts to .e7ine the possi2le sources o7 cross-cultural .i77erences* its i)pact on 2usiness practices* co)petencies re@uire. 7or the e9patriates* evolution o7 cross-cultural trainin0* issues to 2e consi.ere. (
8hile .evelopin0 cross-cultural trainin0* .i77erent 8a-s o7 trainin0 the e)plo-ees an. e9a)ples o7 a 7e8 countries to provi.e a 2ir.s e-e vie8.
R%s%ar'& M%t&odology
R%s%ar'& O*/%'ti0%s
3. To Cn.erstan. the values* attitu.es an. 2ehaviors o7 people in various countries that help co)panies to 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace '. To 7in. out the i)pact o7 .ealin0 8ith a .i77erent culture in to.a-Fs co)petitive environ)ent. &. To un.erstan. the o2;ectives an. 2ene7its o7 cross cultural trainin0 to overco)e the cross 2or.er .i77erences
Ty1% o( R%s%ar'&- ?9plorator- Research Data sour'%s) The research is 2ase. on secon.ar- .ata an. the .ata is collecte. 7ro) various
8e2sites* Aournals* Ma0a1ines* Articles an. Research aper.
Data Analysis) The report 2asicall- .eals 8ith the cultural .i77erences that )a- a77ect )otivational
7actors* collectivis) at 8ork place* or0ani1ational structure .esi0n etc. Ehen or0ani1ations 2eco)e cross-2or.er entities* cross-cultural 7actors start a77ectin0 ever- aspect o7 the 2usiness. The crosscultural trainin0 can 2e seen as a tool 7or i)provin0 the corporate culture an. practices 2- constantllearnin0 throu0h in.uction o7 7orei0n nationals in the or0ani1ations. The stu.- inclu.e the various trainin0 )etho.s* International 2usiness eti@uette tips 2- L-.ia Ra)se- +o7ste.eFs =ultural !i)ensions o7 un.erstan.in0 the lan0ua0e a2ilities* 2elie7s an. values* social s-ste)* 2usiness eti@uettes in ter)s o7 )akin0 appoint)ents* 0ui.elines 7or 2usiness .ress* 8elco)e topics o7 #
conversations* selectin0 an. presentin0 an appropriate 2usiness 0i7ts 2- takin0 e9a)ples o7 various countries like =hina* In.ia* Mala-sia* Ger)an- an. Aapan that help the co)panies in re.ucin0 the ps-cholo0ical stress an. cultural shock 8hich o7ten lea. to 7ailure o7 e9patriates an. 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace 2- un.erstan.in0 an. learnin0 a2out other cultures
T&%
orld Is Not "lat
Eith apolo0ies to Tho)as Brie.)an* )ana0ers 8ho 2elieve the h-pe o7 a 7lat 8orl. .o so at their o8n risk* sa-s +,S pro7essor anka; Ghe)a8at. National 2or.ers still )atter a lot 7or 2usiness strate0ists. Ehile i.enti7-in0 si)ilarities 7ro) one place to the ne9t is essential* e77ective cross-2or.er strate0ies 8ill take care7ul stock o7 .i77erences as 8ell. Tho)as Brie.)an* author o7 HThe Eorl. Is Blat: A ,rie7 +istor- o7 the T8ent--7irst =entur-H* opines that a nu)2er o7 events ran0in0 7ro) the 7all o7 the ,erlin Eall to the rise o7 the Internet have 7lattene. the co)petitive lan.scape 8orl.8i.e 2- increasin0 0lo2ali1ation an. re.ucin0 the po8er o7 states. ,ut the 8orl. is not 7lat* ar0ues +,S pro7essor anka; Ghe)a8at. Think o7 it as partl- 0lo2ali1e.* or Hse)i0lo2ali1e..H HStrategies that presume complete global integration tend to place far too much emphasis on international standardization and scalar expansion.H Ghe)a8at ar0ues. Ehile i.enti7-in0 si)ilarities 7ro) one place to the ne9t is essential* e77ective cross-2or.er strate0ies 8ill take care7ul stock o7 .i77erences as 8ell. +e 0roups the .i77erences into 6 areas: those relate. to cultural (lan0ua0e* custo)s* reli0ion* ethnicities* etc.)* administrative/political (la8s* tra.in0 2locs* colonial ties* currenc-* etc.)* geographic (ph-sical .istance* lack o7 lan. 2or.er* ti)e 1ones* cli)ates* etc.)* an. economic (inco)e levels* cost o7 natural resources* 7inancial resources* hu)an resources* in7rastructure* in7or)ation* etc.). It is i)portant to take a 2roa. vie8 o7 such .i77erences* to 7i0ure out the ones that )atter the )ost in -our in.ustr-* an. to look at the) not ;ust as .i77iculties to 2e overco)e 2ut also as potential sources o7 value creation. Ehen =?/ Lee Scott 8as aske. a 7e8 -ears a0o a2out 8h- he thou0ht Eal-Mart coul. e9pan. success7ull- overseas* his response 8as that na-sa-er ha. also @uestione. the co)pan-Ds a2ilit- to )ove success7ull- 7ro) its ho)e state o7 Arkansas to Ala2a)a. Eal-MartDs recent strate0- illustrates all three 2roa. 8a-s o7 .ealin0 8ith .istanceIa.;ustin0 to it (A.aptation)* overco)in0 it (A00re0ation)* an. e9ploitin0 it (Ar2itra0e)Ithe AAA strate0ies 4
ela2oration o7 8hich occupies close to one-hal7 o7 Redefining Global Strateg . Eal-Mart has there7ore entere. via a ;oint venture 8ith an In.ian partner* ,harti* that 8ill operate the stores 8hile Eal-Mart .eals 8ith the 2ack-en. o7 the 2usiness.
#!OBA!I2ATION
Glo2ali1ation is the pheno)enon in 8hich the 2oun.aries 2et8een nations an. re0ions are 2lurre.. eople an. to0ether 8ith the) 0oo.s* in7or)ation an. culture can travel 7ro) one lan. to another 8ithout )uch .i77icult-. Glo2ali1ation has 2een reshapin0 the 8orl. irresisti2l- an. ever- in.ivi.ual can 7eel e77ects. DGlo2ali1ationD is co))onl- use. as a shorthan. 8a- o7 .escri2in0 the sprea. an. connecte.ness o7 pro.uction* co))unication an. technolo0ies across the 8orl.. That sprea. has involve. the interlacin0 o7 econo)ic an. cultural activit-. Glo2ali1ation* thus* has po8er7ul econo)ic* political* cultural an. social .i)ensions. The H)o.ernH values such as the .esire 7or in.epen.ence* 8ealth an. success have 2eco)e increasin0 prevalent a)on0 the -oun0er 0enerations 8ho are in .irect contact 8ith the 0lo2ali1ation process. +o8ever* there is also the risin0 8ave o7 Hcounter-0lo2ali1ationH. The 0reatest e77ect o7 0lo2ali1ation is its a2ilit- to HactivateH li7e.
#!OBA!I2ATION and -R
The hirin0 process to.a- has chan0e. into a )ore .-na)ic an. 8i.esprea. process. It involves a )i9 o7 ne8spaper a.vertise)ents* 8e2 2ase. ;o2 postin0s* an. internet 2ase. hea.huntin0* 8i.esprea. use o7 consultants an. such. +R Mana0ers shoul. .evelop the 7ollo8in0 co)petencies in or.er to succee. in the current chan0in0 ti)es: • • • • • =han0e Mana0e)ent (the a2ilit- to .eal 8ith uncertaint- an. chan0e)* Maturit- (the sta2ilit- o7 per7or)ance un.er stress)* /penness (2ein0 open to ne8 i.eas an. .i77erent practices)* Ble9i2ilit-$A.apta2ilit- an. =onte9tual Thinkin0 (the a2ilit- to see the 2i00er picture)
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Tele con7erencin0* vi.eo con7erencin0 are 2ein0 use. 7or intervie8in0 can.i.ates across the 0lo2e an. this re.uces .ela- an. @uickens the hirin0 process.
T&% 3alu% o( Cultur%
=orporate culture is .e7ine. 2- a share. set o7 2elie7s* )-ths an. practices. As in an- other social s-ste)* this share. culture 2in.s people to0ether. =ulture is a )etaphor 8hich can 2e use. to e9plore the i.entit- o7 a 2usiness. It is a2out ho8 others see the 2usiness* 2ut also ho8 the in.ivi.uals 8ho 8ork there un.erstan. it. =ulture o77ers us a po8er7ul insi0ht into the 2usiness an. 8hat it is like to 8ork 8ithin it. The cultural perspective has 2eco)e popular in 2usiness stu.ies 2ecause it o77ers a 8a- o7 e9plainin0 per7or)ance an. un.erstan.in0 .i77erence. It is onl- one 8a- o7 anal-1in0 2usiness* 2ut it is an interestin0 one as it 7ocuses particularl- on the insi.er point o7 vie8* or on 8hat it is Jreall-F like to 8ork in an or0ani1ation. The stren0th o7 an or0ani1ationDs culture can an. .oes a77ect a co)pan-Ds 2otto) line. A stron0 corporate culture sta2ili1es per7or)ance. er7or)ance is )ore sta2le 7or stron0-culture 7ir)s in hi0hl- co)petitive )arkets like )otor vehicles* airlines* technolo0-* te9tiles an. apparel. The share. 2elie7s that .e7ine a corporate culture 7unction as an in7or)al control )echanis) that coor.inates e)plo-ee e77ort. ?)plo-ees 8ho .eviate 7ro) accepte. practice can 2e easil- .etecte. an. a.)onishe. 7aster an. less visi2l- 2- 7rien.s than 2- the 2oss. ?)plo-ees also 8ork har.er an. 7or lon0er hours in an or0ani1ation 8ith a stron0 corporate culture. KResearch .one 2- Ronal. S. ,urt is the +o2art E. Eillia)s ro7essor o7 Sociolo0- an. Strate0- at the Cniversit- /7 =hica0o Gra.uate School /7 ,usiness.L In the 0lo2al )arketplace* kno8le.0e an. skills not onl- )ean po8er* it can also )ean -our survival. Cn.erstan.in0 the nee. 7or cultural a8areness an. sensitivit- is ;ust the ante to 0et into the 0a)e o7 0lo2al 2usiness. +o8 8ell -ou pla- .epen.s upon -our level o7 cultural savv-. It is esti)ate. that )ore than hal7 o7 all international ;oint ventures 7ail 8ithin t8o or three -ears. The reason )ost o7ten 0iven is cultural )-opia an. lack o7 cultural co)petenc- - not the lack o7 technical or pro7essional e9pertise. !evelopin0 0lo2al cultural co)petenc- is one o7 the )ost challen0in0 aspects o7 8orkin0 0lo2all-. Mana0in0 the )-ria. 8ork an. )ana0e)ent st-les that co)panies 7ace across 0eo0raphies* 33
2usinesses* 7unctions an. pro;ects can 2e .auntin0. Ehat is e77ective in one culture )a- 2e ine77ective* or even inappropriate* in other cultures. ?)plo-ees )ust 2e a2le to appl- ne8 learnin0 in the per7or)ance o7 their assi0n)ents* an. 2e a2le to o2serve an. )ake the appropriate 2ehavioral a.;ust)ents 8hen cross cultural issues 2eco)e i)portant to their pro.uctivit- or the e77ectiveness o7 the or0ani1ation as a 8hole.
Let us see the co))on )istakes In.ians )ake:
? Bailure to un.erstan. the sense o7 ti)e )ana0e)ent that other cultures have. ? Lack o7 .ocu)entationI)ost thin0s are kept in the hea.. ? Lack o7 e-)ail eti@uette. ? Not co))unicatin0 in a precise )anner. ? A..ressin0 people 2- 7irst na)e .oes not co)e naturall-. ? A8k8ar.ness 8hile .ealin0 8ith 8o)en clients $ collea0ues. Cse o7 JMiss.F or JMrs.F is not appreciate. 2- A)erican 8o)enIthe- consi.er it an intrusion into their personal li7e. ? Shakin0 o7 hea. is not un.erstoo. 2- others. ? The ha2it o7 co))unicatin0 8ith other In.ians in a re0ional lan0ua0eG this is )isinterprete. 2- clients $ collea0ues a2roa. as a si0n o7 )istrust. ? Not askin0 @uestions to clari7- all .ou2ts in the initial )eetin0* an. then co)in0 up 8ith a 8hole list o7 @uestions later. Source: !hanan;a- Savarkar* +ea. o7 trainin0 .epart)ent* LMT In7otech
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D%t%r+inants o( 'ultural di((%r%n'%s
There have 2een )an- atte)pts to .e7ine cultures an. 8hat .i77erentiates the). The stu.- 2+o7ste.e (34#3*in +o7ste.e* '""3) .e7ine. an. .i77erentiate. 2et8een cultures on various .i)ensions N vi1. collectivis) vs. in.ivi.ualis)* po8er .istance* uncertaint- avoi.ance* )asculinit- vs. 7e)inis) an. lon0 vs. short ter) orientation. The author classi7ie. a nu)2er o7 countries on these para)eters. These para)eters can 2e .e7ine. as: 3. o8er .istance: degree of ine!ualit s stem. '. Masculinit- vs. 7e)inis)# refers to the distribution of emotional roles bet"een the genders. $t opposes a tough masculine to tender feminine societ . &. Cncertaint- avoi.ance: is the extent to "hich a culture programs its members to feel either comfortable or uncomfortable in unstructured situations. 6. In.ivi.ualis) vs. collectivis): is the degree to "hich individuals are supposed to look after themselves or remain integrated into groups usuall around the famil %. Lon0 ter) vs. short-ter) orientation: refers to the extent to "hich a culture programs its members to accept dela ed gratification of their material, social and emotional needs. The .i77erences in cultural values 8ere sho8n 2- the stu.- o7 +o7ste.e ('""3)* 8hich involves 5"* plus countries 8here each one o7 the) 8as classi7ie. on these para)eters. These cultural .i77erences 3& in po"er bet"een a less po"erful individual and a more po"erful one in "hich the belong to same social
)a- e77ect )otivational 7actors* collectivis) at 8ork place* or0ani1ational structure .esi0n etc. Oarious stu.ies have trie. to stu.- these .i77erences. The .i77erence in cultures has 2een associate. 8ith perceptions an. para.o9es. The cultural .i77erences an. var-in0 approaches lea. to si0ni7icant .i77erence in 2usiness practices 8hich )ust 2e reco0ni1e. 2- the trainers an. e)plo-ees receivin0 e9patriate assi0n)ent.
-o4 do 1%o1l% and 1ra'ti'%s di((%r a'ross 'ultur%s5
The .i77erences in cultures lea. to si0ni7icant .i77erences in the 8a- people react to a sti)ulus. The )otivational nee.s o7 the )ana0ers an. e9ecutives var- across the cultures. The )otivational 7actors that 8ork in In.ia )a- not 2e relevant in =hina* hence the e9patriates 8ill nee. to un.erstan. the 2asic .i77erences in the e)plo-ee 2ehavior. The pro.uction 7acilities o7 7ir)s )a- 2e si)ilar across all the su2si.iaries 2ut the e)plo-ee 2ehavior in these 7acilities )a- not re)ain the sa)e. /ne o7 the relevant e9a)ples in this conte9t is 7ailure o7 Aapanese )ana0e)ent techni@ue like Pualit- =ircles in In.ia. The culture .i77erences e77ect the )ana0erial .ecisions relate. to per7or)ance appraisals in )ulticultural 8orkplaces an. .ecisions in international 2usiness conte9t. Alon0 8ith the 2usiness practices an. values si0ni7icant a)ount o7 research have 2een con.ucte. in the conte9t o7 cross-cultural ne0otiations. The cross-cultural .i77erences in the ne0otiation 0a)e can 2e conceptuali1e. alon0 four basic di ensions: collectivis)-in.ivi.ualis)* po8er .istance* co))unication conte9t* an. the conception o7 ti)e (=ohen* 344(- as cite. 2- ,a1er)an* =urhan* Moore an. Oalle-* '"""). The ti)e 7actor 2eco)es i)portant in the conte9t o7 cross 2or.er ac@uisitions as people 2elon0in0 to .i77erent cultures have .i77erent perceptions relate. to ti)e* 8hile in so)e cultures people pre7er to start an. 7inish )eetin0 on ti)e (?9a)ple: CSA)* in other people )a- pre7er to take ti)e o7 their o8n (?9a)ple: Latin A)erica)(Ma-7iel.* Ma-7iel.* Martin* +er2i0* 344(). The ti)e 7actor also re7ers to relationship .-na)ics o7 ne0otiations. Ehile in a )ore collectivist culture* people )a- pre7er to .evelop relationships .urin0 ne0otiations* people in )ore in.ivi.ualistic culture like CSA )a- not pre7er to 2rin0 relationship .i)ension in the ne0otiations 36
(Ma-7iel.* Ma-7iel.* Martin* +er2i0* 344(). The nor)s an. values relate. to the ne0otiations .i77er accor.in0 to the culture: perceptions a2out ne0otiation to 2e strate0ic or s-ner0etic* criteria 7or selectin0 the ne0otiator* i)portance 0iven to relationship 2uil.in0* concern 7or protocol an. 7or)alitetc. The 8a- e)otions are e9presse. in the various cultures )a- .i77er* 7or e9a)ple the 7ace e9pressions an. han. 0estures )a- conve- .i77erent )eanin0s in .i77erent culture.
I+1a't o( d%aling 4it& a di((%r%nt 'ultur%
The cultural chan0e lea.s to cultural shock* 8hich is a )ental state o7 stress cause. 2- acute chan0es in the culture. The e9patriates ten. to 7eel lonel- 2ecause all o7 a su..en ever- thin0 chan0es inclu.in0 the 8ork environ)ent* peers* processes an. to an e9tent or0ani1ational culture an. value s-ste). The e)plo-ees react 2- co)parin0 the ne8 culture to their o8n values an. 2elie7s an. at ti)es are una2le to accept the vast .i77erence 2et8een the t8o. The process o7 encounterin0 an. acceptin0 the ne8 chan0es or in other 8or.s process o7 acculturation can 2e classi7ie. in 7our sta0es (Nicola* 344&) %. $nitial stage of elation and optimism &. 'eriod of frustration, depression and confusion (. Gradual improvement of mood leading to optimism and satisfaction ). Master stage /2er0 .escri2e. 7our sta0es o7 a.;ust)ent: Sta0e I* the initial* or hone-)oon sta0eG Sta0e II* the .isillusion)ent* or culture shock sta0eG Sta0e III* the a.;ust)ent* or a.aptation sta0eG an. Sta0e IO* the )aster- sta0e. The hone-)oon sta0e is a perio. lastin0 less than t8o )onths. +ere the e)plo-ee is thrille. 8ith the ne8 e9perience. The culture shock sta0e occurs as the in.ivi.ual copes seriousl- 8ith livin0 in the 3%
ne8 culture on a .ail- 2asis* as a lack o7 un.erstan.in0 o7 the culture inhi2its a8areness o7 8hat is appropriate* or inappropriate* 2ehavior in the ne8 cultural environ)ent* resultin0 in con7usion* 7rustration* tension an. .epression. The 7rustration occurs as the person 2e0ins to reali1e that past 2ehaviors are inappropriate in the host culture 2ut has not -et learne. 8hat 2ehaviors to su2stitute. The a.;ust)ent sta0e is characteri1e. 2- increase. a2ilit- to a.apt in the ne8 cultureG an.* in the )aster- sta0e* a.;ust)ent is a2out as co)plete as possi2le* an. an9iet- is lar0el- 0one.
D%(ining Cross-'ultural training and its o*/%'ti0%s
The cross-cultural trainin0 in 0eneral can 2e .e7ine. as QAn- intervention ai)e. at increasin0 an in.ivi.ualFs capa2ilit- to cope 8ith an. 8ork in 7orei0n environ)entR (Tun0* 34#3* in Sakaria* '"""). +ence cross-cultural trainin0 involves all the )etho.s like lectures* si)ulation etc. use. to )ake the person 7a)iliar 8ith a .i77erent culture. The ter) cross-cultural trainin0 hence is 2roa. enou0h to inclu.e .i77erences in areas like lan0ua0e a2ilities* 2usiness eti@uettes* 2elie7s an. values* social s-ste)* ne0otiatin0 st-les etc. o7 an- culture. The cross-cultural has also 2een .e7ine. as QBor)al )etho.s to prepare people 7or )ore e77ective interpersonal relations an. ;o2 success 8hen theinteract e9tensivel- 8ith in.ivi.uals 7ro) cultures other than their o8nR (,rislin an. Toshi.a* 3446). The ter) ;o2 success here see)s to 2e sli0htl- a)2i0uous* as the 7actors .e7inin0 success on an e9patriate assi0n)ent can inclu.e or0ani1ational values* earnin0 respect 7ro) peers an. su2or.inates* technical skills* interpersonal an. relationship )ana0e)ent skills etc. The a.vanta0es 7ro) crosscultural trainin0 have 2een liste. as 7ollo8in0 (Sakaria* '""": '): 3. A )eans 7or constant s8itchin0 7ro) an auto)atic* ho)e culture international )ana0e)ent )o.e to a culturall- a.apta2le an. accepta2le one '. An ai. to i)prove copin0 8ith une9pecte. events an. cultural shock in a ne8 culture &. A )eans to re.uce uncertaint- o7 interactions 8ith 7orei0n nationals 6. A )eans 7or enhancin0 e9patriates copin0 a2ilities 35
+ence cross-cultural trainin0 can 2e seen as a tool 7or i)provin0 the corporate culture an. practices 2- constantl- learnin0 throu0h in.uction o7 7orei0n nationals in the or0ani1ations. Burther the crosscultural trainin0 8ill help to re.uce the ps-cholo0ical stress an. cultural shock 8hich o7ten lea. to 7ailure o7 e9patriates.
T&% 67 B%n%(its o( Cross Cultural Training
+o8 can cross cultural trainin0 positivel- i)pact in.ivi.uals an. tea)s> =ross cultural .i77erences can an. .o i)pe.e upon co))unication an. interpersonal relationships. In the 2usiness 8orl. this occurs .ail-* 8here people 7ro) .i77erent cultures interact an. are e9pecte. to per7or) an. )ake .ecisions. =ross cultural trainin0 ai)s to .evelop a8areness 2et8een people 8here a co))on cultural 7ra)e8ork .oes not e9ist in or.er to pro)ote clear lines o7 co))unication an. 2etter relationships. =ross cultural trainin0 has )an- 2ene7its to 2e 0aine. 2- 2oth participants an. 2usinesses. Bor participants in cross cultural trainin0* the 3" )ain 2ene7its are that it helps: • 'eople *earn +bout Themselves# Throu0h cross cultural trainin0* people are e9pose. to 7acts an. in7or)ation a2out their o8n cultures* preconceptions* )entalities an. 8orl.vie8s that the)a- other8ise not have conte)plate.. =ross cultural trainin0 helps people learn )ore a2out the)selves throu0h learnin0 a2out others. • ,ncourage -onfidence# =ross cultural trainin0 pro)otes sel7-con7i.ence in in.ivi.uals an. tea)s throu0h e)po8erin0 the) 8ith a sense o7 control over previousl- .i77icult challen0es in the 8orkplace. 3(
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.reak /o"n .arriers# All o7 us have certain 2arriers such as preconceptions* pre;u.ices an. stereot-pes that o2struct our un.erstan.in0 o7 other people. =ross cultural trainin0 .e)-sti7ies other cultures throu0h presentin0 the) un.er an o2;ective li0ht. Throu0h learnin0 a2out other cultures* 2arriers are slo8l- chippe. a8athus allo8in0 7or )ore open relationships an. .ialo0ue.
•
.uild Trust# Ehen peopleFs 2arriers are lo8ere.* )utual un.erstan.in0 ensues* 8hich results in 0reater trust. /nce trust is esta2lishe. altruistic ten.encies naturall)ani7est allo8in0 7or 0reater co-operation an. a )ore pro.uctive 8orkplace.
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Motivate# /ne o7 the outco)es o7 cross cultural trainin0 is that people 2e0in to see their roles 8ithin the 8orkplace )ore clearl-. Throu0h sel7-anal-sis people 2e0in to reco0ni1e areas in 8hich the- nee. to i)prove an. 2eco)e )otivate. to .evelop an. pro0ress.
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0pen 1orizons# =ross cultural trainin0 a..resses pro2le)s in the 8orkplace at a ver- .i77erent an0le to tra.itional )etho.s. Its innovative* alternative an. )otivatin0 8a- o7 anal-1in0 an. resolvin0 pro2le)s helps people to a.opt a si)ilarl- creative strate0- 8hen approachin0 challen0es in their 8ork or personal lives.
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/evelop $nterpersonal Skills# Throu0h cross cultural trainin0 participants .evelop 0reat Jpeople skillsF that can 2e applie. in all 8alks o7 li7e. ,- learnin0 a2out the in7luence o7 culture* i.e. the hi..en 7actors upon peopleFs 2ehaviors* those 8ho un.ertake cross cultural trainin0 2e0in to .eal 8ith people 8ith a sensitivit- an. un.erstan.in0 that )a- have previousl- 2een lackin0.
•
/evelop *istening Skills# Listenin0 is an inte0ral ele)ent o7 e77ective an. pro.uctive co))unication. =ross =ultural trainin0 helps people to un.erstan. ho8 to listen* 8hat to listen 3#
7or an. ho8 to interpret 8hat the- hear 8ithin a )uch 2roa.er 7ra)e8ork o7 un.erstan.in0. ,- 2eco)in0 0oo. listeners* people naturall- 2eco)e 0oo. co))unicators. • 'eople 2se -ommon Ground# In the 8orkplace people have a ten.enc- to 7ocus on .i77erences. Ehen cross cultural co))unication pro2le)s arise the natural inclination is to 8ith.ra8 to opposin0 si.es an. to hi0hli0ht the ne0ative aspects o7 the other. =ross cultural trainin0 assists in .evelopin0 a sense o7 )utual un.erstan.in0 2et8een people 2- hi0hli0htin0 co))on 0roun.. /nce spaces o7 )utual un.erstan.in0 are esta2lishe.* people 2e0in to use the) to overco)e culturall- challen0in0 situations. • -areer /evelopment# =ross cultural trainin0 enhances peopleFs skills an. there7ore 7uture e)plo-)ent opportunities. +avin0 cross cultural a8areness 0ives people a co)petitive e.0e over others especiall- 8hen appl-in0 7or positions in international co)panies 8ith a lar0e )ulti-cultural sta77 2ase. Misinterpretations on account o7 cultural 7actors can 2e .a)a0in0 to a co)pan-Fs 2usiness. The nee. is 7or 0reater un.erstan.in0 an. a.apta2ilit-. Not surprisin0l-* )ost or0ani1ations no8 consi.er the a.apta2ilit- o7 can.i.ateFs ri0ht 7ro) the recruit)ent sta0e. In.ee.* a.apta2ilit- is an essential 7actor in to.a-Fs 0lo2al 2usiness environ)ent.
34
D%sign o( 'ross-'ultural training
Q$ncreased demand for cross3cultural training has led to more sophisticated training programs, but it has also caused some adverse changes in the industr R* inter culturalists sa-. In the 34#"Ds* trainin0 8as usuall- o77ere. 2- in.ivi.uals or s)all consultanc- 0roups. Bor this reason trainers see) to co)e 7ro) a vast ran0e o7 2ack0roun.s: teachers* )issionaries* ai. 8orkers* international 2usiness people* sociolo0ists* social 8orkers* stu.ents I virtuall- an-one 8ho has live. an. 8orke. a2roa.. Most are e9pecte. to speak at least one 7orei0n lan0ua0e. Manco)panies 8hich o77er these services no8 re@uire that their trainers have co)plete. so)e kin. o7 intercultural trainin0 course. In recent -ears* )ore trainers are co)pletin0 .octorate pro0ra)s 0ivin0 the) a 2ase in intercultural co))unication theor-* 2ut success7ul trainers coul. ;ust as easil- 2e e9pat spouses 8ho have kno8le.0e on the 0roun. e9perience. No8 )an- o7 these s)all 2usinesses have 2een 2ou0ht out 2- lar0er relocation 7ir)s. Trainers 8orrthat these lar0er 0roups .o not al8a-s take into account the in.ivi.ual nee.s o7 the client. The issues or 7ocus points are ver- i)portant in the cross-cultural as it is re@uire. to choose 2et8een culture speci7ic or culture 0eneral trainin0* 8hich areas o7 the culture to 7ocus upon an. 8hat are the personal '"
re@uire)ents o7 the person 8ho )i0ht have to .eal 8ith a situation like this or 8ho is shi7tin0 to a .i77erent culture 7or 8ork. Bollo8in0 are so)e issues 7or the cross-cultural trainin0: • Di((%r%nt as1%'ts o( ti+% li8% 1un'tuality- The ti)e 7actor here involve t8o .i)ensions that are punctualit- an. relationship .i)ension. Ehile in so)e cultures like CSA startin0 an. en.in0 on ti)e are ver- i)portant in others like South A)erican countries that )a- 2e consi.ere. e9ceptional. So)e cultures pre7er to take ti)e 7or relationship 2uil.in0* 8hich )a- not 2e accepta2le at all in others. +ence cross-cultural 2arriers relate. to ti)e nee. to 2e taken care o7. • !inguisti' *arri%rs- The ?n0lish is 2ein0 use. 7or )ost transactions 2ut then usa0e o7 ?n0lish ten.s to chan0e 8ith the countr- conte9ts. Bor e9a)ple the pronunciation in In.ia is si0ni7icantl- .i77erent 7ro) the A)erican 8a-. Secon.l- certain ter)s )a- have .i77erent )eanin0 in .i77erent lan0ua0esG hence conte9t also pla-s an i)portant role. In case o7 countries 8ith .i77erent lan0ua0e the e9patriates )ust 2e traine. in openin0 .ialo0ues an. .iscussions 8ith the help o7 translators. • Di((%r%nt *usin%ss 1ra'ti'%s like con.uct in )eetin0 an. unstructure. an. open .iscussion. +o7ste.eFs ('""3) .i)ensions like po8er .istance can pla- an i)portant role in situations like con.uct .urin0 the )eetin0s. In cultures 8ith lo8er po8er .istance the e)plo-ees )a- ten. to call their 2osses 8ith their 7irst na)es 8hile this )a- 2e i)possi2le in cultures 8ith hi0her po8er .istances. +ence .evelopin0 a 7irst han. kno8le.0e a2out the practices is veri)portant. • Cultural str%ss (a)2i0uit- an. .i77erence o7 perceptions)- The trainin0 shoul. also involve )etho.s to counter stress an. to interpret situations. The e9patriates 8ill have to un.erstan. the situations on their o8n an. then 7or) perceptions. The trainin0 shoul. avoi. an- kin. o7 stereot-pin0 8here trainees )a- 2e lea. to 2elieve certain thin0s a2out an- culture. The culture )a2roa.l- e9plain value s-ste) o7 a co))unit- or countr- 2ut ever- in.ivi.ual is .i77erent. +ence an- in.ivi.ual 8ith a pre-7or)e. notion a2out the culture 8ill 2e shocke. to see people .i77erent 7ro) his 2elie7s lea.in0 to lot o7 con7usion an. stress. '3
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Body languag% and gr%%tings- The 8a- e)otions are e9presse. in the various cultures )a- .i77er* 7or e9a)ple the 7ace e9pressions an. han. 0estures )aconve- .i77erent )eanin0s in .i77erent culture.
The cross-cultural trainin0 shoul. have co)ponents relate. to 2oth 0eneral orientation an. speci7ic skill .evelop)ent. The co)ponent o7 0eneral orientation here consists o7 sel7 assess)ent (.ealin0 8ith chan0e* stress )ana0e)ent an. i.enti7-in0 attri2utes) an. cultural a8areness (0eneral .i)ensions* national values an. 8ork place inci.ents). The speci7ic .evelop)ent on the other han. consists o7 kno8le.0e ac@uisition (area stu.ies* lan0ua0e stu.ies an. host attitu.es) an. skills trainin0 (case stu.ies* area si)ulation an. 2ehavior )o.elin0). +ence the trainin0 shoul. 7ocus on provi.in0 trainee the kno8le.0e a2out national cultures an. attitu.es in the host countr- in the 7irst phase 8hile in secon. phase the trainee shoul. 2e )a.e to 0o throu0h a ri0orous process o7 han.lin0 the situations in a si)ulate. environ)ent. This 8ill help the trainee to ac@uire han.s-on e9perience. The paper 2Nicola (344&) su00ests 7ollo8in0 issues 7or cross-cultural trainin0: • • • • • • • Bee. 2ack Gettin0 2e-on. culturall- .eter)ine. stereot-pes +o8 to raise an. .eal 8ith cultural stereot-pe +o8 to counsel e)plo-ees =oachin0 an. tea) 2uil.in0 Resolvin0 con7licts (those inclu.in0 various ethnic 0roups at 8ork place) =ounselin0 so as to 0o 2e-on. all kin.s o7 stereot-pes an. perceptions.
A7ter the internet revolution thin0s have vastl- chan0e. 7or various or0ani1ations. Bor e9a)ple )an7ir)s use internet as a )e.iu) to coor.inate 2et8een .i77erent e)plo-ees 8orkin0 in .i77erent locations as a tea) like one o7 the tea) )e)2ers 8oul. 2e in In.ia* other one )i0ht 2e in ?urope an. thir. one in North A)erica. The 0roup .-na)ics in these situations 2eco)es ver- i)portantG hence the e)plo-ees )ust also 2e traine. at han.lin0 people 7ro) .iverse cultures at the sa)e ti)e ensurin0 e@ual treat)ent an. opportunities 7or all. /ne o7 the )ost i)portant 7actors that is o7ten 7or0otten 8hile .esi0nin0 the trainin0 pro0ra)s is the re@uire)ent o7 the e)plo-ees* the .esi0n o7 trainin0 pro0ra) shoul. 2e )a.e keepin0 in )in. the len0th o7 sta- in the host countr-* t-pe o7 7unction he ''
8ill have to per7or)* .e0ree o7 sociali1ation re@uire. 2- the e)plo-ee an. the personal characteristics o7 the e)plo-ees (e9traversion* interpersonal skills etc.). +ence cross-cultural trainin0 pro0ra) shoul. 2e custo)i1e. 7or each e)plo-ee to certain e9ten.. ItFs not onl- the e)plo-ee 8ho nee.s to 2e traine.G the 7a)il- o7 e)plo-ee shoul. also 2e traine. on certain issues like cultural .i77erences. Man- 7ir)s have starte. 0ivin0 .ue i)portance to the trainin0 o7 spouse 2ecause the sociali1ation o7 e9patriate an. ;o2 success to a lar0e e9tent 8ill .epen. upon sociali1ation o7 his 7a)il-.
T&% Training M%t&ods
The cross-cultural trainin0 evolve. 8ith usa0e o7 lecture )etho. (ori0inate. 7ro) universit- o7 Illinois- as re7erre. 2- ,ha8uk an. ,rislin* '"""). This .evelop)ent 8as 7ollo8e. 2- usa0e o7 contrast A)erican )etho. 8hich 8as na)e. as this )etho. 8as use. to train 7or contrastin0 cultural e9periences. The scenarios an. cultural assi)ilators 8ere later a..itions to the )etho.s. The sel7 re7erence criterion )etho. 8as .evelope. 7ro) cultural anal-sis s-ste) .evelope. in 3455. The 7irst usa0e o7 the cultural assi)ilators 8as on the A)erican sol.iers in 34('. The e9istence o7 cultural 0eneral assi)ilator is relativel- ne8 8ith usa0e startin0 in 34#5. The e9periential an. area si)ulation 8ere .evelope. in ("Fs. The various cross-cultural trainin0 )etho.s can 2e e9plaine. as 7ollo8s (as .escri2e. 2- ,ha8uk an. ,rislin* '"""): 3. -ultural assimilator) The cultural assi)ilator is a tool that consists o7 a nu)2er o7 real li7e scenarios .escri2in0 pu11lin0 cross-cultural interactions an. e9pectations. The scenarios here can 2e .e7ine. as critical inci.ents 8hich
'&
.escri2e
interactions
2et8een
host
an.
e9patriates
8hich
involve
)isun.erstan.in0 relate. to cultural .i77erences. '. -ontrast +merican method# This )etho. involves .e)onstration o7 2ehaviors that are co)pletel- oppose. to 8hat is seen in the current conte9t o7 culture. This 8as use. 2- Ste8art in A)erica to train people 0oin0 a2roa. hence 8as na)e. contrast A)erican. &. Self reference criterion 4SR-5# Cnconscious re7erence to oneFs o8n cultural values in co))unication 8ith people 8ho are 7ro) other cultures. This )etho. 8as .evelope. 2- Lee (3455)* 8ho propose. 6 step proce.ure to overco)e sel7 re7erence criteria. The 7irst step involves .e7inin0 an- pro2le) o7 situation in ter)s o7 the e9patriateFs o8n culture* 7ollo8e. 2- .e7inition in the ter)s o7 host culture. The 2ias create. 2- SR= is anal-1e. an. re)ove. in thir. sta0e 8hich is 7ollo8e. 2- solution o7 the si)pli7ie. 2usiness pro2le). 6. +rea simulation# The si)ulation is creatin0 natural situation o7 interaction 8ith people 7ro) other culture. This can 2e achieve. usin0 so)e actors 8ho 8ill interact 8ith the trainee accor.in0 to so)e pre.e7ine. script. %. -ultural self a"areness model# The cultural a8areness )o.el inclu.es usa0e o7 vi.eo tapes 8ith the)es an. role pla-s. I7 the trainee is a2le to un.erstan. ho8 his culture is .i77erent he 8oul. 2e a2le to accept the .i77erences encountere. in the real li7e interactions in a 2etter )anner. The stu.- 2- =ali0iuri et. al.*'""3 re7ers to the stu.- 2- ,rislin et al(34#&) outline. the 7re@uentluse. cross-cultural trainin0 )etho.olo0ies .urin0 earl- 4"Fs: i. QBact-oriente. trainin0G ii. Attri2ution trainin0* associate. 8ith the culture assi)ilator to ena2le trainees to internali1e values an. stan.ar.s o7 the host cultureG iii. =ultural a8areness trainin0* the stu.- o7 the traineeFs ho)e culture an. its e77ect on his$her 2ehavior to ena2le the trainee to un.erstan. the nature o7 cultural .i77erencesG iv. =o0nitive-2ehavior )o.i7ication* to assist trainees to 2e a2le to o2tain re8ar.s an. avoi. punish)ent in the host cultureG '6
v. ?9periential learnin0* active participation learnin0 a2out a speci7ic host cultureG an. vi. Interaction learnin0* 7or trainees to 7eel )ore co)7orta2le 8ith host nationals an. to learn .etails a2out li7e in the host countr-. Lan0ua0e trainin0 ai.s in co))unications .e)onstrate an attitu.e o7 atte)ptin0 to learn a2out the host culture ena2les one to 2e polite an. per)its un.erstan.in0R.
D%(ining E91atriat% Co+1%t%n'i%s
The e9patriates nee. to per7or) the sa)e set o7 7unctions 2ut in a co)pletel- .i77erent environ)ent 8hich can cause lot o7 stress to the person. The cultural stress 8ill have si0ni7icant i)pact on various aspects o7 the ;o2 relate. 2ehavior. Most o7 the e9patriate 7ailures are relate. lack o7 a.;ust)ent in ne8 culture. +ence 8hile .e7inin0 the co)petencies 7or the e9patriates hu)an resource pro7essionals also nee. to assess the so7t skills o7 e)plo-ees 8hich 8ill 2e han.- in the ne8 environ)ent like tolerance o7 cultural .i77erence* a2ilit- to a.apt ne8 culture an. interpersonal relationships. The cross-cultural skills re@uire. 7or success7ul e9patriate assi0n)ent can 2e liste. 2roa.l- as (+o7ste.e* '""3): 3. The capacit- to co))unicate respect '. The capacit- to 2e non ;u.0)ental &. The capacit- to un.erstan. relativit- o7 oneFs o8n kno8le.0e an. perception 6. The capacit- to .ispla- e)path'%
%. The capacit- to 2e 7le9i2le 5. Tolerance 7or a)2i0uitThe 7ocus is clearl- on the so7t skills an. e)otional )aturit-. The people un.ertakin0 7orei0n assi0n)ents )ust 2e )ature an. sta2le enou0h to accept the e9istence o7 cultural .i77erences. Theshoul. also 2e a2le to un.erstan. the conte9t o7 various situations an. happenin0* 8hich calls 7or o2;ective evaluation o7 a situation 8ithout 2rin0in0 in oneFs o8n 2iases an. perceptions. The crosscultural co)petencies have can 2e vie8e. as co)2ination o7 three .i77erent .i)ensions that are sel7)aintenance .i)ension ()ental health* ps-cholo0ical 8ell-2ein0* stress re.uction an. sel7 con7i.ence)* relationship .i)ension (a2ilit- to 7oster relationship 8ith the people o7 host nations an. perceptual .i)ension (perceptions o7 host nationFs culture an. its social s-ste)s. Thus perceptions have 2een 0iven an i)portant role in .e7inin0 co)petencies. Most o7ten e)plo-ees ten. to )ake perceptions 2ase. little in7or)ation the- receive throu0h the )e.ia or stories. This lea.s to 0eneral stereot-pin0 causin0 7or)ation o7 8ron0 notions a2out the host culture. The e)plo-ee shoul. instea. 7or) opinions an. 2elie7s relate. to the host nation onl- a7ter spen.in0 consi.era2le a)ount o7 ti)e over there. The events 8hich are use. to 7or) these perceptions shoul. 2e seen in .epth usin0 the 2ack 0roun. in7or)ation like social value s-ste)* political s-ste) an. cultural values. /nl- then a clear picture o7 host nation culture 8ill e)er0e. The e)plo-ees on e9patriate assi0n)ents )ust 2e a2le to .eco.e various ver2al an. non-ver2al 8a-s o7 co))unication use. in the ne8 culture an. 8ork in unstructure. an. a)2i0uous situations +ence the e)plo-ees shoul. have the a2ilit- to @uestion the perceptions an. resolve con7licts arisin0 out o7 the cultural .i77erences. The stress )ana0e)ent skills have 2een 0iven i)portance 2ecause the cultural .i77erences an. lack o7 proper sociali1ation alon0 8ith cultural shock causes stress on the e9patriates. The stress )i0ht also arise 7ro) livin0 at a .istance 7ro) the 7a)il-.
'5
International ,usiness ?ti@uette Tips 2- L-.ia Ra)seTo sa- that to.a-Ds 2usiness environ)ent is 2eco)in0 increasin0l- )ore 0lo2al is to state the o2vious. Meetin0s* phone calls an. con7erences are hel. all over the 8orl. an. atten.ees can co)e 7ro) anpoint on the 0lo2e. /n an- 0iven 2usiness .a- -ou can 7in. -oursel7 .ealin0 7ace-to-7ace* over the phone* 2- e-)ail an.* on rare occasions* 2- postal letter 8ith people 8hose custo)s an. cultures .i77er -our o8n. Tou )a- never have to leave ho)e to interact on an international level. Ehile the ol. a.a0e HEhen in Ro)e* .o as the Ro)ans .oH still hol.s true* 2usiness clients an. collea0ues 8ho are visitin0 this countr- shoul. 2e treate. 8ith sensitivit- an. 8ith an a8areness o7 their uni@ue culture. Not to .o -our ho)e8ork an. put -our 2est international 7oot 7or8ar. can cost -ou relationships an. 7uture 2usiness. /ne s)all )isstep such as usin0 7irst na)es inappropriatel-* '(
not o2servin0 the rules o7 ti)in0 or sen.in0 the 8ron0 color 7lo8er in the 8elco)e 2ou@uet can 2e costl-. There is no one set o7 rules that applies to all international visitors so .o the research 7or each countrthat -our clients represent. That )a- soun. like a .auntin0 task* 2ut taken in s)all steps* it is )ana0ea2le an. the re8ar.s are 8orth the e77ort. • Building r%lations&i1s Be8 other people are as ea0er to 0et .o8n to 2usiness as 8e A)ericans. So take ti)e to 0et to kno8 -our international clients an. 2uil. rapport 2e7ore -ou rush to the 2otto) line. ,usiness relationships are 2uilt on trust that is .evelope. over ti)e* especiall- 8ith people 7ro) Asia an. Latin A)erica. • Dr%ssing 'ons%r0ati0%ly A)ericans like to .ress 7or 7ashion an. co)7ort* 2ut people 7ro) other parts o7 the 8orl. are 0enerall- )ore conservative. Tour choice o7 2usiness attire is a si0nal o7 -our respect 7or the other person or or0ani1ation. Leave -our tren.clothes in the closet on the .a-s that -ou )eet 8ith -our 7orei0n 0uests. • O*s%r0% t&% &i%rar'&y It is not al8a-s a si)ple )atter to kno8 8ho the hi0hest-rankin0 )e)2er is 8hen -ou are .ealin0 8ith a 0roup. To avoi. e)2arrass)ent* err on the si.e o7 a0e an. )asculine 0en.er* onl- i7 -ou are una2le to .iscover the protocol 8ith research. I7 -ou are interactin0 8ith the Aapanese* it is i)portant to un.erstan. that the- )ake .ecisions 2- consensus* startin0 8ith the -oun0er )e)2ers o7 the 0roup. ,- contrast* Latin people have a clear hierarch- that .e7ers to a0e. • Und%rstanding t&% &ands&a8% Eith a 7e8 e9ceptions* 2usiness people aroun. the 8orl. use the han.shake 7or )eetin0 an. 0reetin0. +o8ever* the A)erican st-le han.shake 8ith a 7ir) 0rip* t8o @uick pu)ps* e-e contact an. a s)ile is not universal. Oariations in han.shakes are 2ase. on cultural .i77erences* not on personalit- or values. The Aapanese 0ive a li0ht han.shake. Ger)ans o77er a 7ir) shake 8ith one pu)p* '#
an. the Brench 0rip is li0ht 8ith a @uick pu)p. Mi..le ?astern people 8ill continue shakin0 -our han. throu0hout the 0reetin0. !onDt 2e surprise. i7 -ou are occasionall- )et 8ith a kiss* a hu0* or a 2o8 so)e8here alon0 the 8a-. • Using titl%s and 'orr%'t (or+s o( addr%ss Ee are ver- in7or)al in the Cnite. States an. are @uick to call people 2- their 7irst na)e. Approach 7irst na)es 8ith caution 8hen .ealin0 8ith people 7ro) other cultures. Cse titles an. last na)es until -ou have 2een invite. to use the personDs 7irst na)e. In so)e cases* this )a- never occur. Cse o7 7irst na)es is reserve. 7or 7a)il- an. close 7rien.s in so)e cultures. Titles are 0iven )ore si0ni7icance aroun. the 8orl. than in the Cnite. States an. are another i)portant aspect o7 a..ressin0 2usiness people. ?arne. aca.e)ic .e0rees are ackno8le.0e.. Bor e9a)ple* a Ger)an en0ineer is a..resse. as H+err In0enieurH an. a pro7essor as H+err ro7essorH. Listen care7ull- 8hen -ou are intro.uce. to so)eone an. pa- attention to 2usiness car.s 8hen -ou receive the). • E9'&anging *usin%ss 'ards The ke- to 0ivin0 out 2usiness car.s in an- culture is to sho8 respect 7or the other person. resent -our car. so that the other person .oes not have to turn it over to rea. -our in7or)ation. Cse 2oth han.s to present -our car. to visitors 7ro) Aapan* =hina* Sin0apore* or +on0 Kon0. Ehen -ou receive so)eone elseDs 2usiness car.* al8a-s look at it an. ackno8le.0e it. Ehen -ou put it a8a-* place it care7ull- in -our car. case or 8ith -our 2usiness .ocu)ents. Stickin0 it hapha1ar.l- in -our pocket is .e)eanin0 to the 0iver. In )ost cases* 8ait until -ou have 2een intro.uce. to 0ive so)eone -our car.. • 3aluing ti+% Not ever-one in the 8orl. is as ti)e conscious as A)ericans. !onDt take it personall- i7 so)eone 7ro) a )ore rela9e. culture keeps -ou 8aitin0 or spen.s )ore o7 that co))o.it- than -ou nor)all- 8oul. in )eetin0s or over )eals. Stick to the rules o7 punctualit-* 2ut 2e un.erstan.in0 8hen -our contact 7ro) another countr- see)s unconcerne..
'4
•
-onoring s1a'% issu%s A)ericans have a particular value 7or their o8n ph-sical space an. are unco)7orta2le 8hen other people 0et in their real). I7 the international visitor see)s to 8ant to 2e close* accept it. ,ackin0 a8a- can sen. the 8ron0 )essa0e. So can touchin0. Tou shoul.nDt risk violatin0 so)eone elseDs space 2- touchin0 the) in an- 8a- other than 8ith a han.shake. Ehether the 8orl. co)es to -ou or -ou 0o out to it* the 0reatest co)pli)ent -ou can pa- -our international clients is to learn a2out their countr- an. their custo)s. Cn.erstan. .i77erences in 2ehavior an. honor the) 8ith -our actions. !onFt take o77ense 8hen visitors 2ehave accor.in0 to their nor)s.
Bollo8in0 shall help one avoi. e)2arrassin0 )o)ents: ? -a*its (ro+ -o+% /ne o7 the trickiest thin0s a2out 8orkin0 8ith 7orei0n counterparts is the risk that s)all* ever-.a- 0estures coul. 2e 8il.l- )isinterprete.. Bor e9a)ple* no..in0 -our hea. up an. .o8n in North A)erica si0ni7ies -our a0ree)ent 8ith a person. ,ut in ,ul0aria* the sa)e action 8oul. tell the person -ouDre )eetin0 8ith that -ouDre .isa0reein0 8ith the)U h-sical 0estures pla- an i)portant role 8hen )eetin0 in a 7orei0n countr-. Oisit the Ee2 o7 =ulture to 7in. out a2out the appropriate (an. inappropriate) 0estures o7 the nation -ouDre visitin0. ? Cultural Con0%ntions Ehat to 8ear* 8hich title to use* ho8 to ne0otiate an. 8hether or not to 2rin0 a 0i7t are ;ust so)e o7 the @uan.aries 2usiness travelers 7ace. Bor e9a)ple* Thailan.* itDs custo)ar- to e9chan0e 0i7ts .urin0 -our secon. 2usiness )eetin0. In =hina* ho8ever* 0i7t 0ivin0 is consi.ere. a 7or) o7 2ri2er- an. is actuall- ille0alU In North A)erica* itDs co))on to call 2usiness collea0ues 2- their 7irst na)es* 2ut this 8oul. 2e inappropriate in Aapan. Aapanese ac@uaintances shoul. al8a-s 2e a..resse. 2- their title or 2- their last na)e 8ith the pre7i9 san. +o8ever* the pre7i9 san shoul. not 2e use. 7or a chil.* spouse or an a2sent collea0ue. &"
Oisitin0 a 7orei0n culture can 2e 2e8il.erin0 7or even the )ost intrepi. 2usiness traveler. ? 3irtual 3%nu%s An. .onDt think -ou can i0nore 7orei0n eti@uette i7 -ouDre )eetin0 over the InternetU Oirtual )eetin0s still nee. to re7lect the custo)s an. tra.itions o7 the in.ivi.uals -ouDre )eetin0 8ith so )an- o7 the sa)e rules appl-. Oirtual )eetin0s also have the a..e. .i77icult- o7 not ph-sicall- 2ein0 8ith the people -ouDre )eetin0. A )isinterprete. sentence coul. lea. to a )a;or )isun.erstan.in0 8ith no chance 7or re2uttal. The sa7est practice 8hen 8orkin0 a2roa. is to .o -our 2est to Hact localH. ,- 7ollo8in0 this )antra -ou can 2e con7i.ent that -our overseas )eetin0s 8ill 2e success7ul an. -ours hosts 8ill appreciate -our cultural sensitivit- an. 8ill.
Tips 7or ,usiness Gi7t Givin0
Throu0hout the -ear -ou have 8orke. to .evelop stron0 2usiness relationships. The holi.a- season o77ers an appropriate ti)e 7or sa-in0 thank -ou an. enhancin0 these relationships. +oli.a- 0i7t 0ivin0 has 2eco)e a tra.ition in the 2usiness 8orl.. More an. )ore 2usinesses are reali1in0 the i)portance o7 such a 0esture. A seasonal Hthank -ouH 0i7t can conve- 0oo.8ill as 8ell as ackno8le.0e an. e9press -our appreciation to clients* custo)ers an. associates. +an.le. appropriatel-* the i)pact 7or -our 2usiness can 2e ver- 2ene7icial. Gi7t 0ivin0 shoul. 2e .one onl- i7 -ou currentl- .o 2usiness 8ith the or0ani1ation. Sen.in0 a 0i7t 8hen -ou are in the 2i..in0 process* or in ne0otiations on a contract )a- 2e )isinterprete. as 2ri2eror an atte)pt to 0ain inappropriate in7luence. &3
3. Tour relationship 8ith the recipient shoul. pla- an i)portant part in the 0i7t 0ivin0 .ecision. I7 -our client is .istant or not particularl- 7rien.l-* .o not assu)e the 0i7t 8ill stren0then the relationship. '. Avoi. alcohol unless -ou kno8 the recipient on a close personal 2asis. Manpeople have reli0ious an.$or personal issues 8ith alcohol. &. I7 -ou have contact 8ith )an- people in the co)pan-* consi.er sen.in0 a 0i7t suita2le 7or sharin0 8ithin an o77ice settin0. A 7oo. 2asket or other 0our)et 7oo. 0i7t is appropriate. Make certain the ite)s .o not re@uire preparation* are non-perisha2le* an. are securel- packa0e. i7 ship)ent is re@uire.. 6. I7 the 0i7t is 7or an in.ivi.ual* tr- to tailor the 0i7t to the in.ivi.ualDs ho22ies or interests. Make certain the 0i7t cannot in an- 8a- 2e )isconstrue. as Htoo personalH* especiall- across 0en.er lines. %. Keep lo0o on 0i7t ite)s s)all M .iscreet so as not to appear as an a.vertise)ent. !o not put a lo0o on a 0i7t i7 -ou 8ant to create the i)pression that the 0i7t is co)in0 7ro) -ou personall-. 5. Ehen possi2le* personal or )essen0er .eliver- is pre7era2le. Ehen this is not practical* )ake certain that 0i7ts are acco)panie. 2- a 2rie7* personali1e.* han.8ritten note or si0nature. (. Make -our 0i7t stan. out 7ro) the rest 2- sen.in0 it as a Thanks0ivin0 or Ne8 TearDs 0i7t. a. Thanks0ivin0: Tours 8ill 2e the 7irst 0i7t to arrive* Thanks0ivin0 has no reli0ious connotations* an. 8hat 2etter ti)e to sa- HThank Tou.H 2. Ne8 TearDs: A7ter all the e9cite)ent an. part-in0 has en.e.* an. ever-one is 2ack to 8ork* -our 0i7t* 8ith a note 8ishin0 HA +app-* +ealth- M rosperous Ne8 TearUH 8ill 2e a nice surprise. #. =heck the corporate polic-. Lar0e co)panies )a- have a no 0i7t polic-. hone the ersonnel !ept. o7 a co)pan- 7or their 0ui.elines. I7 -ou have an- concerns a2out the appropriateness o7 0ivin0 a 0i7t* or ho8 it )i0ht 2e construe.* reconsi.er. =hoose a 2eauti7ul car. an. 8rite a personal note. Sen. a .onation to charit-. Al8a-s &'
0uar. a0ainst even the appearance o7 i)propriet-. It can onl- hurt a 2usiness relationship...it 8ill never help. K,asket =aravanL
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China
KRe. 8ith a lar0e -ello8 7ive-pointe. star an. 7our s)aller -ello8 7ive-pointe. stars (arran0e. in a vertical arc to8ar. the )i..le o7 the 7la0) in the upper hoist-si.e cornerL
Country China *
PDI 80
IDV 20
MAS 66
UAI 30
LTO 118
Geert +o7ste.e anal-sis 7or =hina has Lon0-ter) /rientation (LT/) the hi0hest-rankin0 7actor (33#)* 8hich is true 7or all Asian cultures. This !i)ension in.icates a societ-Ds ti)e perspective an. an attitu.e o7 perseverin0G that is* overco)in0 o2stacles 8ith ti)e* i7 not 8ith 8ill an. stren0th. The =hinese rank lo8er than an- other Asian countr- in the In.ivi.ualis) (I!O) rankin0* at '" co)pare. to an avera0e o7 '6. This )a- 2e attri2ute.* in part* to the hi0h level o7 e)phasis on a =ollectivist societ- 2- the =o))unist rule* as co)pare. to one o7 In.ivi.ualis).
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The lo8 In.ivi.ualis) rankin0 is )ani7est in a close an. co))itte. )e)2er D0roupD* 2e that a 7a)il-* e9ten.e. 7a)il-* or e9ten.e. relationships. Lo-alt- in a collectivist culture is para)ount. The societ7osters stron0 relationships 8here ever-one takes responsi2ilit- 7or 7ello8 )e)2ers o7 their 0roup. =hinaFs reli0ion is o77iciall- .esi0nate. as Atheist 2- the State* althou0h the concepts an. teachin0s o7 the ancient =hinese philosopher =on7ucius (%"",=) are 8oven into the societ- at lar0e. So)e reli0ious practice is accepta2le in =hinaG ho8ever* the 0overn)ent sets ri0i. li)its.
Making appointments
? ? ? ,ein0 late 7or an appoint)ent is consi.ere. a serious insult in =hinese 2usiness culture. The 2est ti)es 7or sche.ulin0 appoint)ents are April to Aune an. Septe)2er to /cto2er. ,usiness an. 0overn)ent hours are #:"" a.). to %:"" p.).* Mon.a- throu0h Satur.a-. There is* ho8ever* a 7ive-.a- 8ork 8eek in lar0er cities. !o avoi. plans to visit 0overn)ent o77ices on Bri.a- a7ternoon* 2ecause this is so)eti)es reserve. 7or Dpolitical stu.-in0D o7 the o77icials. ? Most =hinese 8orkers take a 2reak 2et8een 3':"" p.).- ':"" p.). racticall- ever-thin0 Hshuts .o8nH .urin0 this perio.* inclu.in0 elevator an. phone services. ? Ehen sche.ulin0 -our appoint)ents* 2e sensitive to holi.a-s such as =hinese Ne8 Tear. !urin0 Ma- !a-* or the National !a-* )an- 2usinesses 8ill 2e close. 7or up to a 8eek .urin0 this perio.. The .ate o7 this occasion varies 7ro) -ear to -ear .ue to an o77icial a.visor- to allo8 the lon0 holi.a-s.
Guidelines for business dress
? In =hinese 2usiness culture* conservative suits an. ties in su2.ue. colors are the nor). ,ri0ht colors o7 an- kin. are consi.ere. inappropriate. ? Eo)en shoul. 8ear conservative suits or .ressesG a 2louse or other kin. o7 top shoul. have a hi0h neckline. Stick 8ith su2.ue.* neutral* colors such as 2ei0e an. 2ro8n. ,ecause o7 the e)phasis on conservative* )o.est* .ress in =hinese 2usiness culture* 7lat shoes or ver- lo8 heels are the )ain 7oot8ear options 7or 8o)en. This is true especiall- i7 -ou are relativel- )uch taller than -our hosts. +i0h heels are accepta2le onl- at a 7or)al reception hoste. 2- a 7orei0n .iplo)at.
&6
?
Men shoul. 8ear suits an. ties to 7or)al eventsG tu9e.oes are not a part o7 =hinese 2usiness culture. Aeans are accepta2le casual 8ear 7or 2oth )en an. 8o)en. Shorts are reserve. 7or e9ercise.
? ?
,e7ore -our visit* it 8ill 2e a 0oo. i.ea to prepare -oursel7 2- stu.-in0 aspects o7 =hinese culture* histor-* an. 0eo0raph-. Tour hosts 8ill appreciate -our initiative. ? Ne0ative replies are consi.ere. i)polite. Instea. o7 sa-in0 DnoD* ans8er D)a-2eD* DIDll think a2out itD* or DEeDll seeD an. 0et into speci7ics later. ? Tou )a- 2e aske. intrusive @uestions concernin0 -our a0e* inco)e* an. )arital status. I7 -ou .onDt 8ant to reveal this in7or)ation* re)ain polite an. 0ive an unspeci7ic ans8er. ? Make an e77ort to learn an. use at least a 7e8 8or.s in =hineseG -our initiative 8ill 2e notice. an. appreciate.. Make sure -ou kno8 the )eanin0 an. appropriate occasions 7or 8hat -ou sa-. ? !urin0 a )eal* e9pressin0 enthusias) a2out the 7oo. -ou are eatin0 is a 8elco)e* an. usualle9pecte.* topic o7 conversation. ? DS)all talkD is consi.ere. especiall- i)portant at the 2e0innin0 o7 a )eetin0G an- o7 the topics su00este. in the ne9t set o7 points 8ill 2e appropriate 7or this occasion.
Addressing others with respect
=hinese na)es appear in a .i77erent or.er than Eestern na)es. ?ach person has* in this or.er* a 7a)il-* 0enerational* an. 7irst na)e. Generational an. 0iven na)es can 2e separate. 2- a space or a h-phen* 2ut are 7re@uentl- 8ritten as one 8or.. The 0enerational .esi0nation is usuall- the 7irst 8or. o7 a t8o8or.e. 7irst na)e. Most )o.ern =hinese 7irst na)es are sin0le 8or.e.. Most people shoul. 2e a..resse. 8ith a title an. their last na)e. I7 a person .oes not have a pro7essional title* use QMr.R* QMa.a)R* QMissR* plus the last na)e. A )arrie. =hinese 8o)an usuall- retains her )ai.en na)eG she 8ill use her hus2an.Ds last na)e on occasions 7or 7or)al a..ressin0 onl-. Man- =hinese a.opt an ?n0lish 7irst na)e to )ake it easier 7or North A)ericans an. other Eesterners to a..ress the). Tou can e9pect to hear so)e rather o.. an. rare ?n0lish na)es as the- tr- har. to 2e .i77erent 7ro) others. Cnless -ouDre a =o))unist* never re7er to so)eone as Q=o)ra.e.R
&%
Selecting and presenting an appropriate business gift
? Lavish 0i7t 0ivin0 8as an i)portant part o7 =hinese culture in the past. To.a-* o77icial polic- in =hinese 2usiness culture 7or2i.s 0ivin0 0i7tsG this 0esture is consi.ere. 2ri2er-* an ille0al act in this countr-. =onse@uentl-* -our 0i7t )a- 2e .ecline.. ? I7 -ou 8ish to 0ive a 0i7t to an in.ivi.ual* -ou )ust .o it privatel-* in the conte9t o7 7rien.ship* not 2usiness. ? The =hinese 8ill .ecline a 0i7t three ti)es 2e7ore 7inall- acceptin0* so as not to appear 0ree.-. Tou 8ill have to continue to insist. /nce the 0i7t is accepte.* e9press 0ratitu.e. Tou 8ill 2e e9pecte. to 0o throu0h the sa)e routine i7 -ou are o77ere. a 0i7t. ? In the presence o7 other people* never present a valua2le 0i7t to one person. This 0esture 8ill cause onl- e)2arrass)ent* an. possi2l- even pro2le)s 7or the recipient* 0iven the strict rules a0ainst 2ri2er- in =hinese 2usiness culture. ? Givin0 a 0i7t to the entire co)pan-* rather than an in.ivi.ual* can 2e accepta2le in =hinese 2usiness culture as lon0 as -ou a.here to the 7ollo8in0 rules: • • • • All 2usiness ne0otiations shoul. 2e conclu.e. 2e7ore 0i7ts are e9chan0e.. Speci7- that the 0i7t is 7ro) the co)pan- -ou represent. I7 -ou can* e9plain the )eanin0 o7 the 0i7t to the receiver. resent the 0i7t to the lea.er o7 the =hinese ne0otiatin0 tea). !o not 0et an-thin0 that is o2viousl- e9pensive* so that the co)pan- 8ill not 7eel o2li0e. to reciprocate.
What you should know before negotiating
? TouDll 7in. it 2ene7icial to 2rin0 -our o8n interpreter* i7 possi2le* to help -ou un.erstan. the su2tleties o7 ever-thin0 2ein0 sai. .urin0 )eetin0s. ? Speak in short* si)ple* sentences 7ree o7 ;ar0on an. slan0. ause 7re@uentl-* so that people 8ill 2e a2le to un.erstan. ever-thin0 -ouDve sai.. ? ? ? Tou 8ill have to )ake presentations to .i77erent levels o7 the or0ani1ation. ,e7ore -ou arrive* have at least '" copies o7 -our proposal rea.- 7or .istri2ution. rinte. presentation )aterials o7 an- kin. shoul. 2e onl- in 2lack an. 8hite. &5
? ? ?
Generall-* the =hinese treat Qoutsi.eR in7or)ation 8ith caution. ,elie7 in the =o))unist part- line 8ill 2e a .o)inant in7luence in all ne0otiations. ?)pirical evi.ence an. other o2;ective 7acts 8ill 2e accepte. onl- i7 the- .o not contra.ict =o))unist part- .octrine an. oneDs 7eelin0s. The =hinese are ver- keen a2out e9chan0in0 2usiness car.s* so 2e sure to 2rin0 a plenti7ul suppl-. ?nsure that one si.e is in ?n0lish an. the other is in =hinese* pre7era2l- in the local .ialect. Inclu.e -our pro7essional title on -our 2usiness car.* especiall- i7 -ou have the senioritto )ake .ecisions. In =hinese 2usiness culture* the )ain point o7 e9chan0in0 2usiness car.s is to .eter)ine 8ho 8ill 2e the ke- .ecision-)akers on -our si.e. I7 -our co)pan- is the ol.est or lar0est in -our countr-* or has another presti0ious .istinction* ensure that this is state. on -our car.. ItDs an asset to have -our 2usiness car.s printe. in 0ol. ink. In =hinese 2usiness culture* 0ol. is the colour o7 presti0e* prosperit-. resent -our car. 8ith t8o han.s* an. ensure that the =hinese si.e is 7acin0 the recipient. Ehen receivin0 a 2usiness car.* )ake a sho8 o7 e9a)inin0 it care7ull- 7or a 7e8 )o)entsG then* care7ull- place it into -our car. case or on the ta2le* i7 -ou are seate. at one. Not rea.in0 a 2usiness car. that has 2een presente. to -ou* then stu77in0 it .irectl- into -our 2ack pocket* 8ill 2e a 2reach o7 protocol. /nl- the senior )e)2ers o7 -our 0roup are e9pecte. to lea. the .iscussion. Interruptions o7 ankin. 7ro) su2or.inates are consi.ere. shockin0 2- the =hinese. In =hinese 2usiness culture* hu)ilit- is a virtue. ?9a00erate. clai)s are re0ar.e. 8ith suspicion an.* in )ost instances* 8ill 2e investi0ate.. The =hinese 8ill not .irectl- sa- QnoR to -ou. Instea.* a)2ivalent ans8ers such as QperhapsR* QID) not sureR* QIDll think a2out itR* or QEeDll seeR usuall- )ean Qno.R The =hinese ten. to e9ten. ne0otiations 8ell 2e-on. the o77icial .ea.line to 0ain a.vanta0e. /n the 7inal .a- o7 -our visit* the- even )a- tr- to rene0otiate ever-thin0. At the en. o7 a )eetin0* -ou are e9pecte. to leave 2e7ore -our =hinese counterparts. Tou )a- have to )ake several trips to =hina to achieve -our o2;ectives. =hinese 2usinesspeople pre7er to esta2lish a stron0 relationship 2e7ore closin0 a .eal.
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Entertaining for business success
? ,usiness lunches are 0ro8in0 in popularit- here. ,usiness 2reak7asts* ho8ever* are not a part o7 =hinese 2usiness culture* e9cept in Guan0.on0* +an01hou an. Bu;ian province 8here the DMornin0 TeaD is ver- popular. ? ,an@uets are hoste. 8ith var-in0 .e0rees o7 e9trava0ance* usuall- in a restaurant. Eait to 2e seate.* as there is a seatin0 eti@uette 2ase. on hierarch- in =hinese 2usiness culture. ? ? ,usiness is not .iscusse. .urin0 the )eal. It is not unco))on 7or a host to or.er enou0h 7oo. 7or ten people at a ta2le o7 7ive. !urin0 a )eal* as )an- as '"-&" courses can 2e serve.* so tr- not to eat too )uch at once. The 2est polic- is to li0htl- sa)ple each .ish. ? Leavin0 a Dclean plateD is perceive. to )ean that -ou 8ere not 0iven enou0h 7oo.--a terri2le insult here. ? /ne i)portant part o7 =hinese 2usiness entertainin0 is a tea .rinkin0 ritual kno8n as D-u) cha.D It is use. to esta2lish rapport 2e7ore a )eetin0 or .urin0 )eals. ? It 8ill 2e appreciate. i7 -ou use chopsticks. Ehen -ou are 7inishe. eatin0* place -our chopsticks on the ta2le or a chopstick rest. lacin0 -our chopsticks parallel on top o7 -our 2o8l is 2elieve. to 2rin0 2a. luck. Stickin0 -our chopsticks strai0ht up in -our rice 2o8l is consi.ere. ru.e 2ecause in this position* the- rese)2le the ;oss sticks that are use. in =hinese reli0ious rituals. !o not put the en. o7 the chopstick in -our )outh. Tr- not to .rop -our chopsticks* as this is consi.ere. a si0n o7 2a. luck. Ehen eatin0 rice* 7ollo8 =hinese custo) 2- hol.in0 the 2o8l close to -our )outh. ? Toothpicks are usuall- o77ere. 2et8een courses an. at the conclusion o7 a )eal. Ehen usin0 a toothpick* cover -our )outh 8ith -our 7ree han. 7or conceal)ent. ? ? ? ,e7ore s)okin0* itDs polite to o77er ci0arettes to those in -our co)pan-. In accor.ance 8ith =hinese 2usiness eti@uette* the host 8ill not initiate the 0uestsD .eparture. Tippin0 is 0enerall- consi.ere. an insult in =hina. Most 0overn)ent operate. hotels an. restaurants prohi2it acceptance o7 tips. Bollo8 =hinese 2usiness protocol an. reciprocate 8ith a 2an@uet o7 the sa)e valueG never surpass -our host 2- arran0in0 a )ore lavish 0atherin0. &#
Acceptable public conduct
? The =hinese 8ill so)eti)es no. as an initial 0reetin0. ,o8in0 is sel.o) use. e9cept in cere)onies. +an.shakes are also popularG 8ait* ho8ever* 7or -our =hinese counterpart to initiate the 0esture. ? ? Avoi. )akin0 e9pansive 0estures an. usin0 unusual 7acial e9pressions. The =hinese .o not use their han.s 8hen speakin0* an. 8ill onl- 2eco)e anno-e. 8ith a speaker 8ho .oes. ? The =hinese* especiall- those 8ho are ol.er an. in positions o7 authorit-* .islike 2ein0 touche. 2- stran0ers. ? S)ilin0 is not as noticea2le in =hina* since there is a heav- e)phasis on repressin0 e)otion.
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MALAYSIA
K36 e@ual hori1ontal stripes o7 re. (top) alternatin0 8ith 8hite (2otto))G there is a 2lue rectan0le in the upper hoistsi.e corner 2earin0 a -ello8 crescent an. a -ello8 36pointe. starG the crescent an. the star are tra.itional s-)2ols o7 Isla)G the .esi0n 8as 2ase. on the 7la0 o7 the CSL
Country Malaysia
PDI 3"6
ID3 '5
MAS %"
UAI &5
Mala-sia is a constitutional )onarch- 8ith an electe. 7e.eral parlia)entar- 0overn)ent. The countris co)prise. o7 3& states* 33 on the Mala- eninsula an. t8o* Sa2ah an. Sara8ak* on the islan. o7 ,orneo. There is also a 7e.eral .istrict* 8hich contains the capital cit- o7 Kuala Lu)pur* the a.)inistrative center o7 utra;a-a* an. the islan. o7 La2uan (locate. o77 the south8est coast o7 Sa2ah). Mala-sia is a )ulti-ethnic countr- o7 '( )illion people. Mala-s 7or) the pre.o)inant ethnic 0roup. The t8o other lar0e ethnic 0roups in Mala-sia are =hinese an. In.ians. Isla) is the national reli0ion. ,ahasa Mala-sia is the o77icial lan0ua0e* althou0h ?n0lish is 8i.el- spoken.
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Mala-sia has one o7 the hi0hest ranks on the !I 8hich sho8s hi0h .ivi.e 2et8een the rich an. the poor. The co)2ination o7 these t8o hi0h scores (CAI) an. ( !I) create societies that are hi0hl- ruleoriente. 8ith la8s* rules* re0ulations* an. controls in or.er to re.uce the a)ount o7 uncertaint-* 8hile ine@ualities o7 po8er an. 8ealth have 2een allo8e. to 0ro8 8ithin the societ-. These cultures are )ore likel- to 7ollo8 a caste s-ste) that .oes not allo8 si0ni7icant up8ar. )o2ilit- o7 its citi1ens. Ehen these t8o !i)ensions are co)2ine.* it creates a situation 8here lea.ers have virtuall- ulti)ate po8er an. authorit-* an. the rules* la8s an. re0ulations .evelope. 2- those in po8er* rein7orce their o8n lea.ership an. control. It is not unusual 7or ne8 lea.ership to arise 7ro) ar)e. insurrection N the ulti)ate po8er* rather than 7ro) .iplo)atic or .e)ocratic chan0e.
Making appointments
? All correspon.ence 8ith 0overn)ent o77icials )ust 2e in the lan0ua0e o7 ,ahasa Mala-sia. I7 -ou 8ish* provi.e an acco)pan-in0 translation in ?n0lish. ? Althou0h )ost Mala-s are Musli)* not all o7 Mala-sia 7ollo8s the tra.itional Isla)ic 8orkin0 8eek in 8hich Bri.a- is the Isla)ic hol- .a- an. the 8eeken. takes place on Thurs.a- an. Bri.a-. ? The Mala-sian capital cit-* Kuala Lu)pur* is in the state o7 Selan0or* 8here the 8orkin0 8eek is Mon.a- throu0h Bri.a-. ? Stan.ar. 2usiness hours are #:"" a.). to %:"" p.). Mon.a- throu0h Bri.a-G o77ices are so)eti)es open hal7 a .a- on Satur.a-* usuall- in the )ornin0. ? Since )ost o7 the countr- is Musli)* it 8oul. 2e sensi2le to sche.ule )eetin0s aroun. pra-er ti)es. Bor e9a)ple* Bri.a- at noon is a particularl- 2us- ti)e 7or pra-ers. Moreover* )anco)panies close their o77ices on Bri.a- a7ternoons. ? Tr- to sche.ule appoint)ents at least t8o 8eeks in a.vance. I7 -ou have not -et arrive. in Mala-sia* itDs a 0oo. polic- to sche.ule the) a )onth ahea. o7 ti)e. Mala-sian e9ecutives ten. travel 7re@uentl-* )ainl- to con7erences in their area o7 pro7essional interest.
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Govern)ent o77ice hours are t-picall- #:&" a.). to 6:6% p.). Also* 0overn)ent o77ices are open on Satur.a-s 7ro) #:&" a.). until 3':"" p.).G in the )ore o2servant Musli) states* the- are open Thurs.a- 7ro) #:&" a.). to noon.
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Store hours var-. Most stores open 7ive or si9 .a-s a 8eek* 7ro) 4:"" a.). or 3":"" a.).* an. 8ill close at 5:"" p.). or
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+oli.a-s in Mala-sia var- 7ro) state to state. The o2servant Musli) states .o not cele2rate annon-Isla)ic holi.a-s such as =hrist)as an. ?aster.
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The )a;orit- o7 Mala-sian 2usinesspeople are =hineseG -ou can e9pect the) to 2e punctual. Most 0overn)ent o77icials* ho8ever* are ethnic Mala-s 8ho have )ore o7 a rela9e. attitu.e to8ar. ti)e. Althou0h 2usiness travelers are e9pecte. to 2e on ti)e* an ethnic Mala- )a- not necessaril- .o the sa)e.
Making appointments
The In.ian )inorit-Ds perspective on ti)e is si)ilar to that o7 the Mala-s. Nevertheless* the In.ian pro7essionals -ou )a- encounter 8ill e9pect punctualit-. Althou0h punctualit- is not al8a-s a priorit- in Mala-sia* -ou shoul. still arrive on ti)e 7or appoint)ents. ?ven i7 -ou kno8 -ou are 0oin0 to 2e kept 8aitin0* )ake an e77ort to arrive on ti)e. Moreover* )akin0 a Mala-sian e9ecutive 8ait can result in Qloss o7 7ace*R 8hich has ne0ative conse@uences in this culture. Alcohol 8ill not 2e serve. at an- social event hoste. 2- o2servant Musli)s. Since there 8onDt 2e a Qcocktail hourR on these occasions* e9pect that the )eal 8ill 2e serve. close to the ti)e 0iven on the invitation.
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Guidelines for business dress
Mala-sia is incre.i2l- hot an. hu)i. throu0hout the -ear. The te)perature ran0es 7ro) (%-4% B an. hu)i.it- 2et8een 5" an. ("V. The )onsoon season runs 7ro) Septe)2er throu0h !ece)2er* 2ut su..en sho8ers occur all -ear lon0. Man- people carr- an u)2rella ever- .a-. ? ? ? ,e sure to pack li0ht 8ei0ht 7a2rics. Avoi. 8earin0 -ello8 2ecause it is the color reserve. 7or Mala-sian ro-alt-. As a 7orei0ner* -ou shoul. .ress )ore conservativel- until -ou are sure certain o7 the .e0ree o7 7or)alit- e9pecte.. ? ,ecause o7 the heat an. hu)i.it-* 2usiness .ress in Mala-sia is o7ten casual. Stan.ar. 7or)al o77ice 8ear 7or )en is .ark trousers an. a li0ht-coloure. lon0-sleeve. shirt an. tie* 8ithout a ;acket. Man- 2usiness)en 8ear a short-sleeve. shirt 8ith no tie. The sa7est option 7or a )ale 2usiness traveler is to 8ear a suit ;acket an. tie* an. re)ove the) i7 it see)s appropriate. ? Stan.ar. 2usiness attire 7or 8o)en inclu.es .resses an. li0ht-coloure.* lon0-sleeve. 2louses an. skirts. ? Eo)en )ust 2e sensitive to Musli) an. +in.u 2elie7s* an.* conse@uentl-* 8ear 2louses that cover at least their upper ar)s. Skirts shoul. 2e knee-len0th or lon0er. In Mala-sia* clothin0 st-les 7or 2usiness8o)en ten. to 2e 7rill- an. orna)ental. ? ? Shorts shoul. 2e avoi.e.. Re0ar.less o7 8hat -ou choose to 8ear* )ake the e77ort to )aintain a clean* 8ell-0roo)e. appearance. Moreover* 2athe several ti)es a .a- i7 necessar-.
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Welcome topics of conversation
,e a8are that in Mala-sia* itDs per7ectl- accepta2le to ask people @uestions a2out their 8ei0ht* inco)e* )arital status* an. relate. su2;ects. Moreover* -ou )a- even 2e su2;ecte. to these @uestionsU I7 -ou .onDt 8ish to ans8er personal in@uiries* si.e-step these @uestions as 0raciousl- as possi2le. Re0ar.less* .o not e9press anno-ance* outra0e* or si)ilar 7eelin0s that 8ill cause the @uestioner to Qlose 7ace.R
Respectfully addressing others
A..ressin0 Mala-sians properl- can 2e .i77icult* especiall- 7or Eesterners un7a)iliar 8ith the na)in0 patterns o7 the countr-Ds various ethnic 0roups. !urin0 an intro.uction* )ake a point o7 repeatin0 the title an. na)e o7 the personG a7ter8ar.s* ask i7 -ou are pronouncin0 ever-thin0 correctl-. Ehen -ou ask a Mala-sian 8hat -ou shoul. call hi) or her* .irectl- state 8hat he or she shoul. call -ou. Tour Mala-sian counterpart )a- 2e unsure as to 8hich o7 -our na)es is -our surna)e. Bollo8 the Mala-sianDs lea. as to the .e0ree o7 7or)alit-. Most 2usinesspeople -ou )eet shoul. 2e a..resse. 8ith a title an. na)e. I7 a person .oes not have a pro7essional title Ki.e.* Q ro7essorR* Q!octorR* Q?n0ineerRL* a Eesterner )a- use courtes- titles such as QMr.R or QMrs.R* plus the na)e. ,e a8are* ho8ever* that -ou )a- 2e o)ittin0 other titles that are i)portant to 2oth the person an. to -our un.erstan.in0 o7 that person. Mala-sia is a constitutional )onarch- 8ith nine ro-al houses. Eith so )an- ro-als* 7orei0ners are likel- to encounter one eventuall-. Titles an. 7or)s o7 a..ress var-. The 2est strate0- is to ask a native ho8 a particular ro-al shoul. 2e a..resse..
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Selecting and presenting an appropriate business gift
? Gi7ts are usuall- reserve. 7or 7rien.s. ,e7ore 0ivin0 a 0i7t o7 an- kin.* -ou )ust 7irst esta2lish a personal relationship 8ith the recipient. /ther8ise* the 0i7t )a- ver- 8ell 2e perceive. as a 2ri2e. ? The Mala-sian Anti-=orruption A0enc- has e9ceptionall- strict la8s a0ainst 2ri2er-. Moreover* 0ivin0 a 0i7t that see)s too 0enerous )a- 2e interprete. as a 2ri2e an. coul. 0et -ou in trou2le 8ith the authorities. ? ? A 0i7t shoul. 2e receive. in 2oth han.s* pal)s 7acin0 up8ar.s. Reco))en.e. 2usiness 0i7ts inclu.e @ualit- pens* .esk accessories* an. ite)s representative o7 -our countr- or cit-. ? Reco))en.e. social 0i7ts inclu.e so)ethin0 representative o7 -our countr- or a 7oo. that )a2e consi.ere. a .elicac-.
What you should kno
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before negotiating
,usiness car.s shoul. 2e printe.--pre7era2l- e)2osse.--in ?n0lish. Since a hi0h proportion o7 Mala-sian 2usinesspeople are =hinese* it 8ill 2e an asset to have the reverse si.e o7 -our car. translate. into =hinese. Moreover* 0ol. ink is the )ost presti0ious colour 7or =hinese characters. ?nsure that -our 2usiness car. outlines -our e.ucation* pro7essional @uali7ications* an. 2usiness title. TouDll 7in. that Mala-sians inclu.e )an- o7 these .etails on their car..
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A7ter the necessar- intro.uctions are )a.e* o77er -our car. to ever-one present. resent -our car. 8ith 2oth han.s. Another option is to present -our car. usin0 -our ri0ht han.* 8ith the le7t han. 0entl- supportin0 -our ri0ht. 6%
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Give -our car. to the recipient 8ith the print 7acin0 hi) or her. The recipient 8ill accept -our car. 8ith 2oth han.s* then care7ull- e9a)ine it 7or a 7e8 )o)ents 2e7ore puttin0 it a8a- in a car. case or pocket. Ehen a car. is presente. to -ou* -ou 8ill also 2e e9pecte. to 0o throu0h this proce.ure.
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A7ter receivin0 a car.* never hastil- stu77 it into -our 2ack pocket. Moreover* .o not 8rite on another personDs 2usiness car..
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Tou 8ill have to 2e prepare. to )ake several trips to Mala-sia 2e7ore the .ecision-)akin0 sta0e. Aust as in other cultures* esta2lishin0 a pro.uctive 2usiness relationship re@uires a lon0ter) co))it)ent.
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?9pect ne0otiations to 2e slo8 an. protracte.. Gettin0 ac@uainte. is the )ain purpose o7 the 7irst )eetin0. It is i)portant 7or 7orei0n 2usiness e9ecutives to .evelop a personal relationship 8ith their Mala-sian counterparts.
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,e7ore -our presentation* ensure that -ou have care7ull- thou0ht throu0h all aspects o7 -our proposal.
?thnic Mala-s ten. to 2e su2;ective* associative thinkers. The- 8ill o7ten involve the)selves personallin pro2le)-solvin0* rather than seek 0ui.ance 7ro) a speci7ic set o7 la8s or rules. Su2;ective 7eelin0s* co)2ine. 8ith the Isla)ic 7aith* ten. to 0ui.e perceptions o7 the truth a)on0 ethnic Mala-s. Keep -our cool an. re7rain 7ro) sho8in0 that -ou are upset. ,- re)ainin0 cal) at all ti)es* -ou 8ill 2e perceive. as 2ein0 a2le to control -our e)otions* rather than allo8in0 the) to control -ou. ,e7ore ans8erin0 a @uestion* Mala-sian 2usiness protocol .e)an.s that the respon.ent allo8 7or a respect7ul pause--lastin0 as lon0 as 3" to 3% secon.s. Eesterners 8ill so)eti)es )istakenl- assu)e that the- have an a0ree)ent an. resu)e talkin0 2e7ore a Mala-sian has a chance to 0ive a 0enuine response.
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Since Mala-sians--particularl- the =hinese--o7ten consult astrolo0ers* si0nin0 a contract )a- 2e .ela-e. until a Qluck-R .a- arrives. Cn.erstan. that in Mala-sian 2usiness culture* it is co))onplace 7or ne0otiations to continue a7ter a contract has 2een si0ne..
!ntertaining for business success
Tou shoul. think o7 2usiness entertainin0 in Mala-sia as a kin. o7 test. Tour Mala- hosts 8ill 2e )onitorin0 -ou closel-G the- 8ill .o 2usiness 8ith -ou onl- i7 the- are con7i.ent that -ou 8ant to esta2lish a personal relationship 8ith the). In the earl- sta0es o7 -our visit* -ou )a- not receive )an- social invitations. Nevertheless* re)ain patient an. allo8 -our Mala-sian counterparts to initiate these necessar- 7irst invitations. Moreover* there is a prevailin0 2elie7 that -ou cannot properl- host a social event until -ou have 2een a 0uest at a Mala-sian event. Accept social invitations o7 an- kin.G these occasions are an i)portant part o7 .oin0 2usiness here. I7 -ou )ust .ecline* 0ive a plausi2le e9cuse so that -ou .o not cause the invitee to Qlose 7ace.R Bollo8 Mala-sian 2usiness eti@uette an. respon. to an- invitations -ou receive in 8ritin0. As a 0eneral rule* spouses )a- 2e invite. to .inners 2ut not to lunch. ,usiness 8ill not* ho8ever* 2e .iscusse. on occasions 8here spouses are present. Al8a-s 8ait to 2e seate.G the hi0hest Mala-sian o77icer in atten.ance or the host is usuall- in char0e o7 the seatin0 arran0e)ents. +otel restaurants are the sa7est .inin0 option 7or 8o)en travelin0 alone. ,e7ore enterin0 a ho)e or )os@ue* re)ove -our shoes an. sun0lasses. 6(
GERMANY
KThree e@ual hori1ontal 2an.s o7 2lack (top)* re. an. 0ol.L Ger)an- is a )o.ern an. sta2le .e)ocrac-. Tourist 7acilities are hi0hl- .evelope.. In lar0er to8ns* )an- people can co))unicate in ?n0lish.
Country Ger any
PDI 3!
IDV 6"
MAS 66
UAI 6!
LTO 31
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Making appointments
? ? Never un.eresti)ate the i)portance o7 punctualit- in Ger)an 2usiness culture. ,e prepare. to )ake an appoint)ent 7or )ost thin0s. Ger)ans .onDt usuall- 7eel co)7orta2le .iscussin0 especiall- serious thin0s Qon the 0oR* so .onDt e9pect to 2e a2le to ;ust .rop into the o77ice unannounce. 7or an- .etaile. .iscussions. Make -our appoint)ents 8ell in a.vance. I7 -ou )ust 2e late 7or an- reason* itDs i)portant that -ou call an. noti7- the person 8ho is e9pectin0 -ou. Moreover* -ou shoul. 0ive a plausi2le e9planation 7or the .ela-. ? The pre7erre. ti)es 7or 2usiness appoint)ents are 2et8een 3":"" a.). an. 3:"" p.). or 2et8een &:"" p.). an. %:"" p.). Avoi. sche.ulin0 appoint)ents on Bri.a- a7ternoons* as so)e o77ices close 2- ':"" p.). or &:"" p.). on Bri.a-s. ? =asuall- chan0in0 the ti)e an. place o7 an appoint)ent is not appreciate.. Allo8 7or at least '6 hrs* i7 -ou can* to chan0e or cancel appoint)ents. ,e prepare. to o77er a plausi2le e9planation. ? ,e sensitive to vacation an. 7estival perio.s here. Ger)ans 0enerall- have si9 8eeks o7 pai. vacation* 8hich )eans so)eone is al)ost al8a-s Qin Crlau2R KQon holi.a-RL. Bor instance* Ger)ans co))onl- take lon0 vacations .urin0 Aul-* Au0ust* !ece)2er an. ?aster* 8hen schools 2reak.
Guidelines for business dress
? !ress in corporate 2usiness an. 2ankin0 is 0enerall- 7or)al* .ark an. conservative suits 7or 2oth )en an. 8o)en. /ther8ise* 2usiness .ress is relativel- casual. !ress co.es in the IT sector are ver- casual. ? Khakis 8ith a si)ple ;acket$2la1er 8oul. 2e inappropriate* especiall- 7or 7irst )eetin0s or contacts.
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Ger)ans ten. to .ress in )ore conservative* )ute. colors* 2oth in 2usiness an. social environ)ents. !ress shoes 8orn 8ith ;eans an. a taste7ull--coor.inate. ense)2le is @uite nor)al 7or a.ult )en an. 8o)en.
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Eo)en shoul. also avoi. e9cessivel- ornate ;e8elr- or .ispla-in0 ite)s o7 conspicuous 8ealth* especiall- in the 7or)er ?ast Ger)an-.
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Ehen -ou receive an invitation statin0 Qin7or)alR .ress* .onDt assu)e -ouDll 2e 8elco)e arrivin0 in a T-shirt an. s8eatpants. Bor a social 0atherin0* in7or)al )ore o7ten than not )eans taste7ull- coor.inate. clothes.
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Most restaurants .o not re@uire a tie 7or )en* althou0h the upscale esta2lish)ents e9pect 2oth )en an. 8o)en to arrive 8ell .resse..
Welcome topics of conversation
? QS)all talkR 8ith stran0ers .oes not have a si0ni7icant social 7unction in Ger)an culture as it .oes in ver- relationship-oriente. cultures Ke.0. Me.iterranean* South A)erican* A7rican* Mi..le ?astern countriesL or the lar0e i))i0ration countries. ? ,e prepare. to take the 7irst step as the ne8co)er to intro.uce -oursel7 to an esta2lishe. 0roup 8hen -ou arrive in a ne8 environ)ent Ke.0. o77ice* stu.ent .or)itor-* social 0atherin0* ne8 nei0h2orhoo.* etc.L. Cnless -ou are speci7icall- invite. to ;oin a 0roup* .o not auto)aticalle9pect the esta2lishe. 0roup to sen. out the Q8elco)e 8a0onR. There is a reco0ni1a2le .i77erence in the co))unication 2ehavior e9ten.e. to Q7rien.sR KQBreun.eRL an. Qac@uaintancesR KQ,ekannteRL. ,e prepare. 7or unsolicite. atte)pts to start a conversation 8ith a co)plete stran0er in a ne8 environ)ent to 2e a8k8ar.* o7ten takin0 the 7or) o7 ver- stilte. Ps M As. ? ? The concept o7 Q)in0lin0R .oesnDt reall- e9ist in the Ger)an culture. Givin0 co)pli)ents is not part o7 Ger)an 2usiness protocol an. can o7ten cause e)2arrass)ent an. a8k8ar.ness. ?)plo-ees 8oul.* o7 course* 2e appreciative o7 praise 7ro) superiors* 2ut .o
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not e9pect it. =o)pli)ents* especiall- 7ro) stran0ers or ver- casual ac@uaintances can* in 7act* 2e taken 8ith suspicion KQEhat .oes he$she reall- )ean to sa- or 8ant>RL. ? Ger)ans tra.itionall- use QEie 0eht es Ihnen>R KQ+o8 are -ou>RL as a literal @uestion that e9pects a literal ans8er* in contrast to the co))on ?n0lish usa0e o7 Q+o8Ds it 0oin0>R to si)pl)eanin0 Q+iR. ? ?ven i7 -ou are sta-in0 7or several .a-s* .o not e9pect Ger)an collea0ues to take -ou out everevenin0 7or )eals an. an evenin0 pro0ra)* as the- 8ill assu)e that -ou 8ill 8ant to have ti)e to -oursel7 a7ter 2usiness hours* since this has hi0h priorit- 7or the) in their culture. I7 -ou are hostin0 Ger)an 0uests* keep in )in. that it )a- not 2e necessar- to arran0e a 7ull pro0ra) 7or the). It is ver- likel- that the- 8ill 8ant so)e ti)e 7or the)selves to pursue their o8n interests or si)pl- to rela9 a 2it a8a- 7ro) 2usiness.
Overview of German management and practices
Ger)an )ana0e)ent* as it has evolve. over the centuries an. has esta2lishe. itsel7 since Eorl. Ear II* has a .istinct st-le an. culture. Like so )an- thin0s Ger)an* it 0oes 2ack to the )e.ieval 0uil. an. )erchant tra.ition* 2ut it also has a sense o7 the 7uture an. o7 the lon0 ter). The Ger)an st-le o7 co)petition is ri0orous 2ut not ruinous. Althou0h co)panies )i0ht co)pete 7or the sa)e 0eneral )arket* as !ai)ler-,en1 an. ,ME .o* the- 0enerall- seek )arket share rather than )arket .o)ination. Man- co)pete 7or a speci7ic niche. Ger)an co)panies .espise price co)petition. Instea.* the- en0a0e in 8hat Ger)an )ana0ers .escri2e as Leistun0s8ett2e8er2* co)petition on the 2asis o7 e9cellence in their pro.ucts an. services. The- co)pete on a price 2asis onl- 8hen it is necessar-* as in the sale o7 2ulk )aterials like che)icals or steel. The Ger)an )ana0er concentrates intensel- on t8o o2;ectives: pro.uct @ualit- an. pro.uct service. A Ger)an )ana0er 2elieves .eepl- that a 0oo.-@ualit- pro.uction line an. a 0oo.-@ualit- pro.uct 8ill .o
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)ore 7or the 2otto) line than an-thin0 else. Relations 2et8een Ger)an )ana0ers an. 8orkers are o7ten close* 2ecause the- 2elieve that the- are 8orkin0 to0ether to create a 0oo. pro.uct. I7 there is a thir. o2;ective 2e-on. @ualit- an. service* it is cooperation--or at least coor.ination--8ith 0overn)ent. Ger)an in.ustr- 8orks closel- 8ith 0overn)ent. The Ger)an )ana0e)ent st-le is not liti0ious. Neither the 0overn)ent* the tra.e unions* nor the 2usiness co))unit- encoura0es liti0ation i7 there is no clear si0n o7 0enuine an. .eli2erate in;ur-. Bir)s .o not )aintain lar0e le0al sta77s. !isa0ree)ents are o7ten talke. out* so)eti)es over a con7erence ta2le* so)eti)es over a 2eer* an. so)eti)es in a 0atherin0 calle. 2- a cha)2er o7 co))erce or an in.ustrial association. !i77erences are usuall- settle. @uietl-* o7ten privatel-. Bre@uent liti0ation is re0ar.e. as re7lectin0 )ore on the accuser than on the accuse.. ,ecause o7 these attitu.es* Ger)an- has co)parativel- 7e8 la8-ers. A Ger)an )ana0e)ent st-le can 2e re7erre.* 8ith the 7ollo8in0 characteristics: colle0ial* consensual* pro.uct- an. @ualit--oriente.* e9port-conscious* an. lo-al to one co)pan- an. co))itte. to its lon0ter) prospects
Addressing others with respect
? ? Birst na)es are usuall- reserve. 7or 7a)il- )e)2ers* as 8ell as 7rien.s an. close collea0ues. Moreover* in Ger)an 2usiness culture* itDs not unco))on 7or collea0ues 8ho have 8orke. to0ether 7or -ears to re)ain on a 7or)al* last na)e 2asis. ? In accor.ance 8ith Ger)an 2usiness protocol* in ver- 7or)al 2usiness )eetin0s* the hi0hest rankin0 person enters the roo) 7irst* re0ar.less o7 0en.er or a0e. ? Ehen shoppin0 or approachin0 a custo)er service provi.er* itDs co))on courtes- here to saQGuten Ta0R KQhelloRL upon enterin0 an esta2lish)ent* an. later QOielen !ank* au7 Eie.ersehenR KQthank -ou* 0oo.2-eRL to the presi.in0 store clerk 8hen leavin0. ? Telephone eti@uette e9pects the person 8ho ans8ers the phone to i.enti7- hi)sel7 to the caller 8ith his last na)e* in the ho)e as 8ell as in the o77ice. %'
An- e77ort* s)all or lar0e* to learn an. use so)e 2asic e9pression o7 courtes- 8ill 2e appreciate.. These )i0ht inclu.e: !anke QThank -ouR Oielen !ank QThank -ou ver- )uchR ,itte schWn QTouDre 8elco)eR Guten Ta0Q +elloR Guten Mor0en QGoo. )ornin0R Guten A2en. QGoo. evenin0R KWnnen Sie )ir hel7en> Q=an -ou help )e>R Sprechen Sie ?n0lisch> Q!o -ou speak ?n0lish>R Note that i7 -ou are plannin0 a lon0-ter) sta- in Ger)an-* -ou 8oul. 2e 8ell-a.vise. to atten. Ger)an lan0ua0e courses an. ac@uire 7unctional skills as soon as possi2le. Ger)an 2ureaucrac- alone* 7or instance* re@uires even native speakers o7 Ger)an to 2e on top o7 their lan0ua0e. As a lon0-ter) or per)anent 7orei0n resi.ent 8ithout the lan0ua0e -ou 8ill 2e severel- han.icappe.* especiall- i7 -ou resi.e an-8here e9cept in the lar0est cities.
Selecting and presenting an appropriate business gift
In Ger)an-* a s)all 0i7t is polite* especiall- 8hen contacts are )a.e 7or the 7irst ti)e. Su2stantial 0i7ts are not usual* an. certainl- not 2e7ore a .eal has 2een reache. i7 -ou .onDt 8ant -our intentions to 2e )isinterprete.. ?ven s)all souvenir-st-le 0i7ts to thank local sta77 7or their assistance an. hospitalit.urin0 -our sta- at a co)pan- 8ill not 2e e9pecte. 2ut 8ill al8a-s 2e appreciate.. Avoi. 0ivin0 su2stantial 0i7ts in private. The lar0er the 0i7t* the )ore o77icial an. pu2lic the 0ivin0 shoul. 2e.
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Gi7ts are e9pecte. 7or social events* especiall- to e9press -our thanks a7ter -ou have 2een invite. to a .inner part- at a ho)e. Avoi. selectin0 an-thin0 o2viousl- e9pensive* as this )a- )ake the other person 7eel Qo2li0ate.R to -our 0enerosit-. A lovel- 2ou@uet o7 7lo8ers Kthou0h not re. rosesL 7or the la.- o7 the house is a t-pical 0i7t. Ehen purchasin0 this at the 7lo8er shop* ask the 7lorist to 8rap it up as a 0i7t. Cpon returnin0 ho)e* re)e)2er to sen. a han.-8ritten thank -ou car. to -our hosts 7or their invitation.
What you should know before negotiating
? ? ,rin0 plent- o7 2usiness car.s. Ehen .esi0nin0 -our car.* keep in )in. that Ger)an 2usinesspeople 8ill 8ant to learn as )uch a2out -our 2ack0roun. an. @uali7ications as possi2le. ? !o not think that this 8oul. put -our host in an- unco)7orta2le or a8k8ar. positionG neither shoul. -ou -oursel7 7eel e)2arrasse. a2out havin0 to ask. Ger)ans are ver- strai0ht7or8ar. an. .irect* especiall- in the 2usiness environ)ent. It is part o7 their nor)al co))unication 2ehavior 7or so)eone to openl- ask 7or clari7ication. ? ? The Ger)an si.e 8ill arrive at the )eetin0 8ell-in7or)e.* an. 8ill e9pect the sa)e 7ro) -ou. ?9pect the Ger)ans to a..ress issues* pro2le)s an. 7acts throu0h ver- technical co))unication 2ehavior. ? ,ecause Ger)ans are sche.ule-oriente. 7or a )ost e77icient )ana0e)ent o7 2usiness ti)e* e9pect their 2usiness co))unication 2ehavior to 2e ver- a0en.a-2ase.. =ontracts* there7ore* i7 not hol-* are certainl- 7inal a7ter si0nin0. Maneuverin0 7or 7urther concessions is not possi2le* unless 2oth si.es a0ree on it. ? Tone .o8n the Qh-peR an. provi.e lots o7 lo0ical ar0u)entation an. concrete e9a)ples to 2ack up -our proposal 2ase. on )uch )ore 7acts an. .ata than -ou 8oul. use in -our ho)e culture.
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Si)ilarl-* 7le9i2ilit- an. spontaneit- are not pro)inent traits in Ger)an 2usiness culture. The 2i00er an. ol.er the institution* the )ore slo
ovin0 internal )ana0e)ent 8ill ten. to 2e. Risk-takin0* or challen0in0 rules an. tra.itional authorit- are not consi.ere. .esira2le* partl2ecause o7 institutional hierarch-* 2ut also* 8h- chan0e so)ethin0 that has proven itsel7 throu0h ti)e>
+avin0 sai. all that* ensure -ou have plent- o7 .ata an. other e)pirical evi.ence to support -our proposals an. ar0u)ents. I7 -ou are con.uctin0 the )eetin0 in Ger)an* keep the lan0ua0e si)ple an. .irect. ?ven 8hen -ou think -ou soun. )uch )ore .irect than -ou 8oul. ever 2e in -our o8n native lan0ua0e* keep in )in. that this 8ill not likel- 2e the case 7or Ger)an ears. Ehen -ou are preparin0 pro)otional or presentation )aterial* 2e a8are that Ger)an 2usinesspeople are tra.itionall- less i)presse. 2- 0lit1- a.vertisin0* illustrations* an. )e)ora2le slo0ans. Ger)ans 8ill so)eti)es look 7or .e7iciencies in -our pro.ucts or services an. 8ill @uite openl- .ra8 -our attention to the) i7 the- in an- 8a- .o not correspon. to -our clai)s. This is one o7 the tou0hest aspects o7 Ger)an co))unication 2ehavior -ou 8ill encounter* in personal or pro7essional contact 8ith Ger)ans. This 7or) o7 .irect .isa0ree)ent an. criticis) is possi2le in social interactions* not 2ecause people .onDt 7eel unco)7orta2le 8hen the- hear it* 2ut 2ecause such a state)ent is 2ase. on o2;ective* i)personal truths. Si)ilarl-* Ger)ans have no pro2le)s sa-in0 QnoR* QI canDtR* or QThis is i)possi2leR i7 that is 8hat the)ean. Interestin0l- enou0h* havin0 sai. all that* Ger)ans can 2e @uite sensitive to criticis) the)selves. As theirs is a the) ore individualist!oriented culture* the- are )ore sensitive to their o8n pu2lic Q7aceR. Ger)an 2usinesspeople 8ill not )ake concessions easil-. There7ore* -ou shoul. 2e especiall- a8are o7 unintentionall- sa-in0 or .oin0 an-thin0 to e)2arrass pu2licl-. Ger)ans* 0enerall-* are ver- private people. There7ore* .o not .iscuss personal )atters .urin0 2usiness ne0otiations. Nonetheless* .espite their value o7 keepin0 2usiness an. private relations separate* it is not at all i)possi2le to cultivate relationships on )ore personal ter)s 8ith -our 2usiness partner. Si)plreali1e that Ger)ans nee. )ore ti)e to 7or) relationships on a personal level. In Ger)an culture* rules o7 an- kin. are )eant to 2e taken seriousl-. Moreover* i7 -ou 2reak the rules* %%
-ou 8ill 2e repri)an.e.. At the en. o7 a )eetin0 or presentation* Ger)ans o7ten si0nal their approval or thanks 2- 0entl- rappin0 their knuckles on the ta2letop instea. o7 applau.in0.
Entertaining for business success
,reak7ast )eetin0s are not part o7 Ger)an 2usiness culture. +o8ever* 8hen Ger)ans 0et to0ether 7or .inners a7ter 2usiness* talk o7ten re)ains a2out 2usinessG especiall- as Ger)ans 0enerall- 7in. it .i77icult to .o s)all talk 8ith people the- .onDt kno8 8ell. ,usiness talk )i9e. 8ith a pinch or t8o o7 0eneral personal conversation ten.s to 2e the )i9 8ith 8hich )an- Ger)an 2usinesspeople are )ost co)7orta2le. Ger)an 2usinesspeople* as a rule* .o not )ake 2usiness .ecisions .urin0 )ealti)es. Bollo8 the e9a)ple o7 -our Ger)an .inin0 co)panions an. 8ait 7or the) to initiate an- .iscussions a2out 2usiness. Lunch is the pri)ar- )eal 7or 2usiness .iscussions an. is usuall- serve. 7ro) 3':"" to 3:"" p.). ?9cept 7or a 7e8 o77icial .inners* .o not e9pect -our Ger)an hosts to entertain -ou 8ith an evenin0 pro0ra) ever- .a-. The- 8ill e9pect -ou to 8ant to have so)e ti)e to -oursel7. This is 2ecause Ger)ans the)selves clearlseparate private ti)e 7ro) their pro7essional .uties. ?ti@uette re0ar.in0 8ho shoul. pa- at the en. o7 a )eal is @uite .i77erent in Ger)an culture. The person 8ho e9ten.s the invitation 8ill 2e the person 8ho pa-s. !onDt 7or0et: Ger)ans are likel- to take -our insistence literall-U !inner is usuall- serve. 7ro)"" p.). to #:&" p.).* an. this is also the custo)ar- ti)e 7or .inner parties to 2e0in. =onse@uentl-* .inner parties usuall- en. at aroun. )i.ni0ht or later. A very i portant note: i7 a Ger)an collea0ue or 7rien. )erel- su00ests that -ou 0o out to0ether to 0et so)ethin0 to eat* this is not to 2e taken as an invitationU In other 8or.s* he 8ill not 2e o77erin0 to pa-. There7ore* an i)portant point to re)e)2er 7or )e)2ers o7 ver- relationship-oriente. countries* 8ho are culturall--con.itione. to s-)2olicall- o77er to pa- or Q7i0htR 7or the 2ill* this 8ill not 2e e9pecte. 7ro) the Ger)an* an. i7 -our intention is onl- s-)2olic* the chances are ver- 0oo. that he$she 8ill take it literall-.
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Ger)an cuisine is tra.itionall- heav- on the )eats an. sauces. This )a- present pro2le)s 7or people 8ith special .iets Khealth reasons* reli0ious 2elie7s* ve0etarians* aller0ies* etc.L. +o8ever* the i)portant point here is that it 8ill not cause irritation or e)2arrass)ent 7or -our Ger)an hosts i7 -ou in7or) the) o7 these restrictions .irectl-. !o not al8a-s e9pect Ger)ans to ask -ou i7 there is an-thin0 -ou .o not eat. ,ecause Ger)ans are direct co unicators* the- 8ill e9pect so)eone to speak up i7 the- 8ant so)ethin0* .isa0ree a2out or .onDt like so)ethin0. Bor restaurants an. ta9is* a tip o7 3"V or sli0htl- less 8ill 2e su77icient.
JAPAN
K8hite 8ith a lar0e re. .isk (representin0 the sun 8ithout ra-s) in the centerL
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Aapan is an islan. in Asia 8ith a2out 3'" )illion people* 2ut -et not )uch lar0er than Ital- or the state o7 Montana in 0eo0raphical si1e. ,ecause it is such a )ountainous countr-* -ou 8ill 7in. )ost o7 the population centere. in speci7ic areas* )ainl- Tok-o* Tokoha)a* /saka* an. Na0o-a in that or.er.
Appointment Alert
? Nor)al 2usiness hours )i0ht 2e 4-%* 2ut )ost people .onDt 7ollo8 this* an. )eetin0s can 7re@uentl- 0o later. To.a-* )akin0 appoint)ents throu0h e)ail or phone is the )ost co))on practice. Most )ornin0 )eetin0s 8ill start at 3"a) or later* an. a7ternoons usuall- 2e0in at 3:&"p) or so)eti)e later. Lunchti)e is 0enerall- 3'-3. ? ? Ehen sho8in0 up at )eetin0s* .o tr- to 2e punctual. !onDt e9pect the )eetin0 to en. on ti)e* 2ut at least -ou have so)e peri)eters in 8hich to 8ork* as itFs as possi2le to have a one hour )eetin0 as it is to have a 7ive hour )eetin0.
Business Dress
? ? There is an appreciation 7or variations in )aterial an. color an. 7ashion overall. Bor 8o)en )akin0 visits to Aapan* it 8oul. 2e 8ise to stick 8ith a 7or)al out7it in or.er to trto 8in over respect. !onDt 8ear too )uch ;e8elr- or )akeup. !ressin0 too casuall- )i0ht catch the other part-sD e-e* 2ut it 8onDt have hi) respectin0 -ou* 8hich is a challen0e in itsel7 in the Aapanese culture. Tou 8ant -our Aapanese counterpart to take -ou seriousl-* so .ress as -ou 8oul. at a 2oar. )eetin0. ? Bor social events* it totall- .epen.s on 8hat kin. o7 0atherin0 an. 8here it is. A 7or)al part8ill have -ou stickin0 8ith the su00estions a2ove. Bor a non-7or)al outin0* .ress conservativel-* 2ut relate -our choice to the .estination.
Conversation
? There are )an- t-pes o7 conversation in 8hich that -ou can en0a0e. As 8ith an- other in.ivi.ual* -ou nee. to 0au0e 8hat interests an. kno8le.0e -our counterpart has or* 7or that %#
)atter* i7 8hat -ou choose to share 0arners a response or not. Generall- speakin0* )ost people ten. to sta- a8a- 7ro) past 8ar histor- an. politics. ? ? In talkin0 a2out 7a)il-* it 8ill totall- .epen. on the person. Talkin0 a2out the success o7 the Aapanese 2ase2all pla-ers (Su1uki* Matsui* Matsu1aka) in the CS* or askin0 a2out the status o7 su)o stars (+akuho* Kaio* Asashor-u* ,aruto) 8oul. 2e a 0oo. alternative. ? Tou can co)pli)ent people as o7ten as -ou like. The- 8ill usuall- respon. that the- .onDt .eserve the co)pli)ent. ItDs a 0oo. i.ea 7or -ou* too* i7 -ou receive a co)pli)ent to perhaps sa- thank -ou* 2ut then -ou shoul. su00est -ou .onDt .eserve it* as 8ell. ItDs a )o.est response o7 .enial an. not sho8in0 o77. ? I7 -our conversation takes place 8hen -ou are so2er* ever-thin0 a2ove applies. I7 people are 2eco)in0 .runk* -ouDll 2e surprise. 8here the conversations coul. hea.* so ;ust 2e a8are. So)eti)es -ouDll even hear surprisin0l- 0oo. ?n0lish lan0ua0e skills once people are .runkU ? Tone o7 voice shoul. 0enerall- not 2e 2oisterous. Keep a stea.- tone in speakin0 8ith people* as this )i)ics the )onotone nature o7 the Aapanese lan0ua0e. There is not too )uch ph-sical interaction* 2ut ver- o7ten to.a- -ou 8ill still 0et o77ere. a han.shake 2ecause -ou are a 7orei0ner. Ehen Aapanese 0reet each other* the- usuall- ;ust 2o8. I7 -ou are a 7orei0ner speakin0 Aapanese* it 8ill 2e %"-%".
First Name or Title
It is the 0eneral nor) to a.. D-sanD to the en. o7 the last na)e 7or all people -ou )eet. Birst na)es are rarel- use. e9cept 8hen people 2eco)e ver- 0oo. 7rien.s. The onl- pro2le) is it 8oul.nDt 2e stran0e to have several Su1uki-sanDs in the sa)e roo). Then itDs up to -ou to keep it strai0ht 2- re)e)2erin0 8ho is 8ho* 2ut still not usin0 their 7irst na)es.
Gift Giving
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At 2usiness )eetin0s* itDs not unco))on 7or each o7 us to present each other 8ith a co)pan0i7t or so)ethin0 that represents our culture. This e9chan0e can take place at the 2e0innin0 or so)eti)es even at the en. o7 the )eetin0s.
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Tr- to 8rap it i7 possi2le in a )o.est 8rappin0. ItDs the thou0ht that counts. As 8hen receivin0 2usiness car.s* receive the 0i7t 8ith t8o han.s. Also present the 0i7t to -our counterpart 8ith t8o han.s.
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Aust in case so)e .a-* thou0h* -ou en. up 0ettin0 invite. to a 8e..in0* please re)e)2er to )ake sure the tie$2o8 on the present .oesnDt open too easil-. I7 it .oes* it si0nals the potential 7or a @uick .ivorce. So -es* various superstitions still .o e9ist.
Let's Make a Deal!
? =onnections an. relationships are 0ol.en in Aapan. In or.er to ce)ent those relationships* it .oes re@uire e77ort. Keepin0 in touch* a .inner or karaoke 7ro) ti)e to ti)e* holi.a- car.s* )a-2e 0ol7 an. )ore* .epen.in0 on the t-pe o7 relationship* can all 2e prere@uisites to a success7ul lon0 ter) partnership. ? +avin0 a .ual lan0ua0e 2usiness car. is certainl- help7ul - ?n0lish on one si.e* Aapanese on the other. Not havin0 it 8onDt shut -ou out* 2ut it .oes sho8 an e77ort up 7ront 7or .oin0 2usiness in Aapan* an. the Aapanese counterpart 8ill take notice. ? Ehen e9chan0in0 2usiness car.s* 0enerall- the upper level )e)2ers 8ill e9chan0e car.s 7irst 7ollo8e. 2- others in or.er o7 seniorit-. The 2usiness car. is to 2e presente. 8ith t8o han.s* then let one han. 0o to receive -our counterpartDs car.* an. then put t8o han.s on the counterpartDs car. takin0 a 0oo. look at it. !onDt stu77 it in -our pocket or 8allet at that )o)ent. Keep it in -our han. an. )ana0e to .o this as -ou 0o aroun. the roo) e9chan0in0 car.s. Then 8hen -ou sit .o8n* tr- to or.er the car.s in 7ront o7 -ou so that -ou can start tr-in0 to re)e)2er a na)e* title an. 7ace. ,e ver- care7ul to store -our car.s a8a- at the en. o7 the )eetin0. !roppin0 a car. on the 7loor is a si0n o7 .isrespectU ? Ehen )akin0 use o7 Doutsi.eD in7or)ation* 2e care7ul not to use it in a 8a- that 8oul. 2e insinuatin0 that -ou are tr-in0 to contra.ict 8hat -ouFve hear. 7ro) the Aapanese counterpart. 5"
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Aapanese are ver- tra.itional in their 8a-s* so i7 lookin0 to intro.uce a ne8 i.ea* it coul. 2e a lon0 process* 2ut .onDt 2e .isheartene.. Csin0 Aapanese techni@ue* 0ra.uall- intro.uce the i.ea 7ro) .i77erent an0les* 2ut never 7orce it upon -our counterpart.
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Ehen sittin0 at )eetin0s* itDs i)portant to a..ress -our counterparts in a pro7essional )anner. That )eans no slouchin0 an. crossin0 o7 le0s* 8hile 0enerall- keepin0 ar)s on the ta2le.
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Tou shoul. check 2e7orehan. on ho8 co))unication 8ill procee. at the )eetin0 thou0h. The 2usiness pace in Aapan is relativel- slo8* possi2l- the slo8est in Asia. ,e prepare. 7or )an- roun.s inclusive o7 visits to each otherDs place o7 2usiness* telecon7erences* e)ails an. possi2l- so)e entertain)ent.
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!onFt assu)e an-thin0 is 7inal in -our 2usiness a0ree)ent or ne0otiations until it is clearl8ritten an. si0ne. in a contract 2- 2oth parties
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. The Aapanese are ver- anal-tical in their process. The- 8ant ever-thin0 anal-1e. as )uch as possi2le.
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=o)pan- polic- is ver- strict an. to .eviate 7ro) polic- is rare. The Aapanese person 8ants to 2e seen as puttin0 the co)pan- 7irst. The Aapanese 8ill .o ever-thin0 possi2le to avoi. e)2arrass)ent* .eviate 7ro) the nor)* 8hile si)pl- tr-in0 to staon track. The- .onDt 8ant to 0et the)selves or an-one hurt* as that is e@uivalent to losin0 7ace in 7ront o7 their peers.
Prosperous
?
ntertaining
Lunchti)e is 0enerall- the usual 3'-3. Restaurants can 0et prett- cro8.e.* 2ut itDs not unco))on to 7in. seats openin0 up alrea.- 2- 3':&" p) or so. Most 2usiness people are hea.in0 to places 8here the- can eat 7ast* an. not too e9pensivel-.
?
!inner ten.s to have t8o roun.s* si)ilar to the evenin0 rush hour. Nor)al .inner ti)e occurs aroun. %:&"-#p) or so* 8ith )ost restaurants 2us- then* 8hile the 2usiness)an han0outs 7or the 53
later .inners an. .rinks run )ore like 4-33p). /7 course )an- 2usiness)en .o also hea. out to eat .urin0 the earlier roun.* then hea. 7or .rinks or possi2l- hea. ho)e* especiall- the -oun0er cro8. these .a-s. ? ,e-on. 7oo.* o7 course* there is 0ol7* 2ut that 8onDt happen 7ro) the start. As -our ne0otiatin0 o7 a .eal pro0resses* a 0ol7 outin0 to0ether* provi.e. the Aapanese counterparts .o like to pla-* can 0o a lon0 8a- in ce)entin0 the relationship still 7urther. ? Ehen havin0 .inner 8ith -our counterparts* it 8oul.nDt hurt to 2e a8are o7 a 7e8 custo)s at the ta2le. Most likel- -ou 8ill 2e in a restaurant an. the- 8ill 0ive -ou chopsticks. I7 -ou canDt use the)* then si)pl- ask 7or a 7ork. I7 usin0 -our chopsticks* ;ust re)e)2er one thin0 as -ou are eatin0 -our rice. Never stick -our chopsticks upri0ht in the rice - itDs a si0n o7 .eathU Aust la- the chopsticks .o8n i7 -ou are 0oin0 to put the) .o8n. ? ? Accor.in0 to tra.ition* alcohol .oes help create relationships. A pleasant re)in.er to ever-one - there is no tippin0 in AapanU
INDIA
KThree e@ual 5'
hori1ontal 2an.s o7 sa77ron (su2.ue. oran0e) (top)* 8hite* an. 0reen 8ith a 2lue chakra ('6-spoke. 8heel) centere. in the 8hite 2an.G si)ilar to the 7la0 o7 Ni0er* 8hich has a s)all oran0e .isk centere. in the 8hite 2an.L In.ia* the 8orl.Ds lar0est .e)ocratic repu2lic* has a ver- .iverse population* 0eo0raph- an. cli)ate. In.ia is the 8orl.Ds secon. )ost populous countr-* an. the 8orl.Ds seventh lar0est countr- in area.
Country In#ia
PDI ""
IDV $8
MAS !6
UAI $0
LTO 61
In.ia has Po4%r Distan'% ( !I) as the hi0hest +o7ste.e !i)ension 7or the culture* 8ith a rankin0 o7 (( co)pare. to a 8orl. avera0e o7 %5.%. This o8er !istance score 7or In.ia in.icates a hi0h level o7 ine@ualit- o7 po8er an. 8ealth 8ithin the societ-. This con.ition is not necessaril- su2verte. upon the population* 2ut rather accepte. 2- the population as a cultural nor). In.iaDs !ong T%r+ Ori%ntation (LT/) !i)ension rank is 53* 8ith the 8orl. avera0e at 6#. A hi0her LT/ score can 2e in.icative o7 a culture that is perseverant an. parsi)onious. In.ia has Mas'ulinity as the thir. hi0hest rankin0 +o7ste.e !i)ension at %5* 8ith the 8orl. avera0e ;ust sli0htl- lo8er at %3. The hi0her the countr- ranks in this !i)ension* the 0reater the 0ap 2et8een values o7 )en an. 8o)en. It )a- also 0enerate a )ore co)petitive an. assertive 7e)ale population* althou0h still less than the )ale population. 5&
In.iaDs lo8est rankin0 !i)ension is Un'%rtainty A0oidan'% (CAI) at 6"* co)pare. to the 8orl. avera0e o7 5%. /n the lo8er en. o7 this rankin0* the culture )a- 2e )ore open to unstructure. i.eas an. situations. The population )a- have 7e8er rules an. re0ulations 8ith 8hich to atte)pt control o7 everunkno8n an. une9pecte. event or situation* as is the case in hi0h Cncertaint- Avoi.ance countries.
Demographic Profile
=ontrar- to its i)a0e* In.ia is a surprisin0l- -oun0 countr-* 8ith a )e.ian a0e o7 '6. Aroun. 6"V o7 its population 7alls in the ra0e o7 '"-66 -ears. =o)pare. to the ol.er 0eneration* this -oun0er 0eneration is )ore con7i.ent* has )ore li2eral an. consu)erist values* an. is )ore a)2itious. This is a @uite recent chan0e in the countr-Ds .e)o0raphics* an. has i)plications 7or chan0es in cultural values. There is a 8i.e ur2an-rural .ivi.e in In.ia. In.ian societ- is pri)aril- a0rarian. More than ("V o7 In.iaDs population lives in villa0es* an. su2sists on a0riculture. +o8ever* the contri2ution o7 a0riculture is onl'&V. In.ia has one o7 the lar0est populations o7 technicall- @uali7ie. )anpo8er* co)prisin0 aroun. 3% )illion .octors* en0ineers an. scientists. /n the other han.* the literac- rate in the countr- is ;ust over %"V. In.ia has a lar0e lin0uistic .iversit-. It has 3# constitutionall- reco0ni1e. )a;or lan0ua0es* in a..ition to aroun. 3*5"" other lan0ua0es an. .ialects. There is no sin0le lan0ua0e 8hich is spoken 2- all In.ians. Accor.in0 to the constitution* +in.i is the o77icial national lan0ua0e. +o8ever* less than 6"V o7 people in In.ia can speak or un.erstan. +in.i. ?n0lish is the co-o77icial lan0ua0e* since it is spoken 2- )ost o7 the e.ucate. In.ian class* an. is the co))on lan0ua0e use. in 2usiness situations.
Making appointments
? In.ians appreciate punctualit- an. keepin0 oneDs co))it)ents. +o8ever* )an- visitors to In.ia 7in. it ver- .isconcertin0 that o7ten In.ians the)selves are @uite casual in keepin0 their ti)e co))it)ents. Rather* 7or )ost In.ians* the plans an. sche.ules are contin0ent on other people an. events* an. there7ore can--an. .o--0et chan0e..
56
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It is a.visa2le to sche.ule -our appoint)ent at least a couple o7 )onths in a.vance. I7 -ou are )akin0 -our appoint)ents 2e7ore co)in0 to In.ia* .o e)phasi1e that -ou 8ill 2e in In.ia 7or a short perio. o7 ti)e* i7 this is the case. It is also use7ul to recon7ir) -our )eetin0 a 7e8 .a-s 2e7ore the a0ree. upon .ate.
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There is a .istinct .i77erence in the cultures o7 the 0overn)ent .epart)ents an. 2usiness or0ani1ations. =o)pare. to a 2usiness or0ani1ation* it is nor)all- )ore .i77icult to 0et an appoint)ent 8ith o77icials in a 0overn)ent .epart)ent.
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!o 2e prepare. 7or last )inute chan0es in the ti)e an. place o7 -our )eetin0. It is use7ul to leave -our contact .etails 8ith the secretar- o7 the person* so that* in case there are chan0es* -ou can 2e in7or)e..
?
In.ian a..resses can 2e con7usin0. This is so 2ecause the pattern o7 nu)2erin0 the 2uil.in0s varies across .i77erent places* even in the sa)e cit-.
? ? ?
Nor)al o77ice hours are 3":"" a.). to %:"" p.). Lunch is 7or one hour* 2et8een 3':"" p.). an. ':"" p.). In recent -ears* there is a tren. to8ar.s luncheon )eetin0s an. Dpo8er 2reak7astsD* 8hich are o7ten the ti)es 8hen 2usiness is .iscusse..
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!inner appoint)ents 7or 2usiness purposes are rare. /77icial .inners are )ostl- hoste. as lar0e 0atherin0s* an. are )ainl- )eant 7or sociali1in0 an. 0ettin0 to kno8 each other.
? ?
The 8ork-8eek .i77ers across or0ani1ations an. sectors. The 2usiness an. o77icial 8ork in In.ia are .one usin0 the 8estern D=hristianD calen.ar. The convention 7or 8ritin0 .ates is ..$))$--* e.0.* !ece)2er '%th* '""6 8ill 2e 8ritten as '%$3'$"6.
?
In.ia has a lon0 list o7 holi.a-s.
Guidelines for business dress
5%
In recent -ears* the .ress co.e in In.ian 2usiness settin0s has un.er0one a trans7or)ation. Moreover* it also .i77ers 8i.el- across re0ions an. 2usiness sectors. There7ore* it is .i77icult to )ake a 0enerali1ation a2out the )ost appropriate 8a- to .ress that 8ill 2e vali. across In.ia. +o8ever* the 7ollo8in0 points shoul. assist -ou in )akin0 the ri0ht .ecision. ? Nor)al 2usiness .ress 7or )en is a suit an. tie. +o8ever* since In.ia has a 8ar) cli)ate* o7ten ;ust a 7ull-sleeve. shirt 8ith a tie is also accepta2le. It is also i)portant to select neutral colors* 8hich are su2.ue. an. not ver- 2ri0ht. ? Bor 7orei0n 8o)en* pant-suits or lon0 skirts* 8hich cover the knees* are )ore accepta2le to 8ear. The neckline o7 the 2louse or the top shoul. 2e hi0h. Bor 8o)en* a sal8ar-suit is also accepta2le 7or 2usiness .ress. ? Aeans 8ith a T-shirt or short-sleeve. shirt are accepta2le as casual 8ear in in7or)al situations 7or 2oth )en an. 8o)en. ? Tou can 8ear casual .ress i7 invite. to a social 0atherin0. +o8ever* i7 a 7orei0ner 8ears an In.ian costu)e Kkurta-pa;a)a 7or )en* an. sari or sal8ar-suit 7or 8o)enL* this kin. o7 .ress is also appreciate.* an. o7ten seen as a 0esture o7 7rien.ship. Most In.ians en;o- 0oo. conversation on a variet- o7 topics. ?ven in 2usiness )eetin0s* it is co))on an. nor)al to start .iscussions 8ith Ds)all talkD on other unrelate. issues. In 7act* this is seen as a 8ao7 2uil.in0 rapport an. trust. In 0eneral* In.ians are open an. 7rien.l-* an. co)pare. to )an- countries in the Eest* have a lesser sense o7 privac-. It is not unusual 7or a stran0er to start up a conversation 8ith -ou on a 7li0ht or a train ;ourne-. +o8ever* one )ust re)e)2er that .iscussin0 oneDs 7a)il- an. personal li7e is nor)al a)on0 In.ians. In 7act* o7ten en@uirin0 a2out the other personDs 7a)il- is seen as a si0n o7 7rien.liness. In.ians sel.o) e9press their .isa0ree)ent in a .irect )annerG open .isa0ree)ent is likel- to 2e interprete. as 2ein0 hostile an. a00ressive Kthou0h e9pression o7 .isa0ree)ent 2- so)eone 8ho is superior or el.er is* 2- an. lar0e* accepta2leL.
Addressing others with respect
55
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Ehen a..ressin0 a person* it is a.visa2le to pre7i9 the na)e 8ith a DMr.D* DMrsD. or DMissD* or the pro7essional title o7 the person KD!octorD or D ro7essorDL unless the person asks -ou to re7er to hi) 2- his$her 7irst na)e.
?
In 0eneral* people are a..resse. 2- their na)e K8ithout the pre7i9L onl- 2- close ac@uaintances* 7a)il- )e)2ers* or 2- so)eone 8ho is ol.er or superior in authorit-.
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In North In.ia* )ost people have a 7a)il- na)e Ke.0.* Shar)a* atel* Sin0h* etc.L* an. the na)es are 8ritten in the 8estern st-le--7irst na)e 7ollo8e. 2- the surna)e. So)eti)es* there )a- also 2e a )i..le na)e* such as D=han.raD* DKu)arD* D rasa.D* etc. Bor instance* Mr. raveen =han.ra Kulkarni 8ill 2e a..resse. as Mr. Kulkarni--or as raveen* i7 the relationship is in7or)al.
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In contrast* in southern states* )en .o not have a 7a)il- na)e. Instea.* the na)e o7 oneDs 7ather an.$or the ancestral villa0e$to8n is use. 7or the purpose. These are nor)all- a22reviate. an. pre7i9e. 2e7ore the 7irst na)e. Bor instance* a south In.ian na)e DKa)un.ari Ran0anthan Guru)urth-D 8ill 2e 8ritten as DK. R. Guru)urth-D* si0ni7-in0 that the personDs ancestral place is DKa)un.ariD* 7atherDs na)e is DRan0anathanD* an. his 7irst na)e is DGuru)urth-D. +e 8ill 2e a..resse. as Mr. Guru)urth---or i7 the relationship is in7or)al* as ;ust Guru)urth-.
Selecting and presenting an appropriate business gift
? Gi7t 0ivin0 is custo)ar- in In.ia* an. is seen as a si0n o7 7rien.ship. +o8ever* it is 0enerall- not e9pecte. at the 7irst )eetin0. ? It is a.visa2le not to 0ive e9pensive 0i7ts* unless -ou are ver- close to the person. Nor)all-* lar0e an. e9pensive 0i7ts are 0iven onl- 2- 7a)il- 7rien.s an. close relatives--an. 7or speci7ic 7a)il- occasions* such as a 8e..in0. Since In.ians tr- to reciprocate a 0i7t* i7 it is too e9pensive* it can cause e)2arrass)ent 7or the recipient. ? ? I7 -ou are visitin0 an In.ian .urin0 a 7estival* it is custo)ar- to carr- a 2o9 o7 s8eets. I7 -ou are 0ivin0 )one- as a 0i7t* .o re)e)2er that 33* %3* 3"3* %"3* etc. are consi.ere. auspicious nu)2ers. Tour 0i7t 8oul. 2e )ore appreciate. i7 it is in these .eno)inations.
5(
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!rinkin0 alcohol is culturall- not accepte. in )ost parts o7 In.ia. Man- In.ians .o not .rink at ho)e. +o8ever* i7 -our host .rinks an. keeps .rinks at ho)e* a 2ottle o7 scotch 8hisk- or 8ine 8ill 2e appreciate..
What you should know before you negotiate?
Like the rest o7 In.ia* In.ian 2usiness culture is also ver- .iverse an. hetero0eneous. Ehile the 7ollo8in0 points 8oul. help in ne0otiatin0 a .eal* it is i)portant to 2e sensitive to* an. appreciate* the .iversit- o7 In.ian 2usiness culture* 8hich varies across re0ions* sectors* an. o8nership patterns. ? A lar0e part o7 In.ian 2usinesses are 7a)il--o8ne. or Do8ne.D 2- )e)2ers o7 .i77erent social co))unities. A)on0 these* arsi* Mar8ari* Gu;arati an. =hettiar co))unities are the pro)inent ones* an. have controllin0 interests in so)e o7 the lar0est In.ian 2usiness houses. Thou0h )an- o7 these 2usiness houses are @uite )o.ern$8estern in their 8orkin0 an. operations* an. 7ollo8 the international nor)s 7or .oin0 2usiness - nevertheless* it is use7ul to un.erstan. their speci7ic co))unit- culture. ? In a..ition* there are .i77erences 2et8een the 0overn)ent-o8ne. pu2lic sector co)panies* 8hich are )ore o7ten 2ureaucratic an. hierarchical* co)pare. to )an- o7 their private sector counterparts* an. the Dne8 econo)-D service sector co)panies KIT* teleco)* insurance* etc.L* 8hich are in turn )ore e0alitarian an. 7le9i2le than the tra.itional )anu7acturin0-sector 7ir)s. ? There are also re0ional .i77erences in 2usiness eti@uette. Bor instance* 2roa.l- speakin0* the southern In.ian co)panies are )ore conservative 8hen co)pare. to the north* or the 8estern part o7 the countr-. These sectors* in turn* ten. to 2e )ore in.ivi.ualistic an. assertive than the eastern portion o7 In.ia. ? resentin0 an. e9chan0in0 2usiness car.s are a necessar- part o7 .oin0 2usiness in In.ia. Tou )ust 2rin0 plent- since people e9chan0e 2usiness car.s even in non-2usiness situations. ? ?n0lish is the co))on lan0ua0e 7or con.uctin0 2usiness* an. there7ore* it is not necessar- to 0et -our car. translate. into an- In.ian lan0ua0e.
5#
Intermediaries, protocols, and the negotiating process
? In.ians are co)7orta2le an. open to ne0otiation* an. an inter)e.iar- is not re@uire. to esta2lish oneDs cre.entials. I7* ho8ever* -ou are representin0 a lesser kno8n countr- or a s)all co)pan-* it 8ill help to 0et so)e re7errals 7ro) -our other clients$partners in In.ia. ? In.ian la8s an. 2ureaucrac- are @uite intricate an. cu)2erso)e. ,esi.es the statutes o7 the =entral 0overn)ent* there are nu)erous pieces o7 le0islation 8hich .i77er consi.era2l- across the states. It is* there7ore* a.visa2le to hire an In.ian la8-er or liaison person* 8ho can help -ou to )aneuver throu0h these intricacies. ? ? +ierarch- )atters in In.ia. Tr- to 0et -our 7irst appoint)ent 8ith the person 8ho is hi0h in authorit- in the concerne. .epart)ent$or0ani1ation. ? Tou 8ill o7ten 7in. that* as a si0n o7 respect* the su2or.inates stan. up 8hen the 2oss enters the )eetin0 roo). The 2est option is to 0et up 7ro) -our seat an. 0reet hi)$her personall-. ? !espite 0ra.ual chan0es in societal values* respect 7or a0e* lo-alt- to oneDs 7a)il-* co))unitor 0roup* an. practice o7 certain reli0ious rituals are still o2serve. in In.ian 8ork-settin0s* in var-in0 .e0rees. ? The pace o7 2usiness )eetin0s in In.ia is co)parativel- 7ar )ore rela9e. than in so)e o7 the 8estern countries* such as the Cnite. States. ? In.ians are so)e8hat la9 a2out ti)e. ?ven i7 -ou arrive on ti)e* it is likel- that the sche.ule. )eetin0 )a- start 8ith so)e .ela-* or that -ou are kept 8aitin0. ? In.ians .o not .irectl- ;u)p into 2usiness ne0otiationsG in 7act* that )a- 2e seen as ru.e. ,uil.in0 a relationship is o7ten consi.ere. a prere@uisite to .oin0 2usiness. ? Meetin0s nor)all- start 8ith s)all talk a2out non-8ork-relate. topics Kran0in0 7ro) 8eather to 8hether -our ;ourne- 8as co)7orta2leL* 2e7ore people start talkin0 a2out 2usiness issues. !o not 7eel surprise. i7 -ou are aske. so)e DpersonalD @uestions a2out -our 7a)il-* chil.ren* etc.
54
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Si)ilarl-* sho8in0 hospitalit- is part o7 the ne0otiation process. /7ten )eetin0s start 2- o77erin0 tea$co77ee an. snacks. It is courteous to accept the o77er. =o)pare. to )an- other cultures* relationships an. 7eelin0s pla- a lar0er role in .ecisions in In.ia. In 0eneral* In.ians ten. to take lar0er risks 8ith a person 8hose intentions the- trust. Thus* oneDs cre.i2ilit- an. trust8orthiness are critical in ne0otiatin0 a .eal.
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In.ians are Dpol-chronicD people* i.e.* the- ten. to .eal 8ith )ore than one task at the sa)e ti)e. /ne )ust appreciate that such 2ehaviour$occurrences .o not sho8 a lack o7 interest or attention.
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/ne shoul. 2e prepare. 7or @uestions an. en@uiries* 8hich )a- not see) to 2e .irectl- relate. to the su2;ect. To people co)in0 7ro) )ore .e.uctive cultures* this 2ehaviour o7ten appears to in.icate a lack o7 7ocus an. .i0ression.
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o8er oint presentations are 0enerall- accepte. to start the .iscussion. It is necessar-* ho8ever* to sen. a )ore .etaile. proposal in a.vance.
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In 0eneral* In.ians are cautious in acceptin0 a ne8 i.ea or proposal. /penness to a ne8 i.ea .epen.s not onl- on its @ualit-* 2ut also on its source an. en.orse)ent. That is* in7or)ation a2out 8ho else has i)ple)ente. it or 8ho has propose. it has a )a;or in7luence on the .ecision a2out a ne8 i.ea. In )akin0 a proposal* -ou )ust inclu.e such .etails accor.in0l-.
? ?
,ar0ainin0 7or the price or a..itional concessions is nor)al in In.ia. !o not insist on co))it)ent in the 7irst )eetin0. Makin0 a .ecision* in In.ian or0ani1ations* is o7ten a lon0-.ra8n out process. This is not onl- 2ecause o7 the 2ureaucratic nature o7 )anIn.ian or0ani1ations* 2ut also 2ecause a .ecision )a- have to 2e rati7ie. 2- people 8ho )a- not 2e present at the ne0otiatin0 ta2le.
General tips, eating and drinking
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+ospitalit- is a ke- value in In.ian culture* an. the 0uest is consi.ere. the e@uivalent to a 0o.. In.ians nor)all- 0o out o7 their 8a- to acco))o.ate the re@uire)ents o7 the 0uests. An2reach o7 eti@uette 2- the 0uest is nor)all- i0nore. an. never 2rou0ht to his or her attention.
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A 7orei0ner visitin0 In.ia is likel- to receive social invitations 7ro) even )inor ac@uaintances. This is )ostl- 2ecause In.ians like to )ake a visitor 7eel 8elco)e.
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It is nor)al a)on0 In.ians to D.rop inD 7or a social visit. A .irect re7usal to an invitation Ke.0.* Dsorr-* I 8ill not 2e a2le to co)eDL is likel- to 2e seen as i)polite* or even arro0ant. I7 -ou have to .ecline an invitation* it is )ore accepta2le to 0ive a so)e8hat va0ue an. open-en.e. ans8er such as DIDll tr-D or DI 8ill con7ir) 8ith -ou laterD* etc.
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It is co))on practice in In.ia to o77er 2evera0es Ktea* co77ee or so7t-.rinkL 8ith so)e li0ht snacks$ re7resh)ents to a 0uest* even in 2usiness settin0s.
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Tra.itional In.ian 8o)en* re0ar.less o7 their reli0ion* .onDt s)oke or .rink. A)on0 ur2an elite In.ians* ho8ever* so)e 8o)en .o .rink 8ine or 2eer* an. also s)oke.
Business Entertaining
,usiness lunches are pre7era2le to .inners in In.ia. +o8ever* in recent ti)es* 2usiness .inners an. Dpo8er 2reak7astsD are also 2eco)in0 popular. Mostl-* 2usiness )eals are or0ani1e. in either hi0h-class restaurants or in 7ive-star hotels. So)e o7 these places are ver- )uch in .e)an.* an. -ou 8ill nee. to 2ook -our ta2le in a.vance. Most In.ian .ishes are @uite spic- to the 8estern palate. Ehile or.erin0 In.ian 7oo. -ou )i0ht 8ant to ask the 8aiter$ste8ar. ho8 spic- a 0iven .ish 8ill 2e. ,usiness8o)en can take In.ian 2usiness)en out 7or a )eal 8ithout causin0 a8k8ar.ness or e)2arrass)ent. A )ale 0uest* ho8ever* )a- insist on pa-in0 7or the )eal. =onversel-* i7 -ou are a )ale* an. are invite. 7or a )eal 2- an In.ian 2usiness8o)an* it is e9pecte. that -ou 8ill o77er to paK8hich* thou0h* )a- 2e politel- .ecline.L.
(3
Nor)all-* e9cessive tippin0 is not encoura0e.* 2ut a certain a)ount o7 tip is e9pecte.. In )ost restaurants* 3"V is a su77icient tip* 8hich )a- 2e a..e. to the 2ill. Tou can* ho8ever* 0ive an a..itional tip 2- leavin0 the chan0e to sho8 -our appreciation.
Social entertaining
I7 -ou are invite. 7or .inner at a ho)e* it is a.visa2le to arrive 3% to &" )inutes late. In )an- In.ian ho)es* one is e9pecte. to re)ove his or her shoes 2e7ore enterin0. /2servin0 this custo) is particularli)portant i7 -ou or -our 7a)il- have receive. a personal invitation or i7 the 7unction -ou are atten.in0 is a 7a)ilial one.
,e prepare. 7or the 7act that -our 0uests 8ill 2e late* since arrivin0 punctuall- 7or a social invitation is consi.ere. 2a. )anners. Also* so)e o7 -our 0uests )a- not turn up at all* even a7ter pro)isin0 that the- 8ill.
('
Bin.in0s
? The 2usiness )o.el o7 )an- upco)in0 in.ustries like the in7or)ation technolo0- sector* Teleco) an. ,usiness rocess /utsourcin0* core sector co)panies like Manu7acturin0 an. Minin0 is .epen.ent heavil- on the 7orei0n )arkets. ? This increases the nee. o7 pro7essionals 8orkin0 in 7orei0n cultural settin0s. ? The )er0er an. ac@uisition activit- especiall- the cross-2or.er ac@uisitions have reache. )uch hi0her levels ? =hina is a collectivist societ- an. 7ocuses on stron0 relationships 8hile Ger)an- is an In.ivi.ual oriente. Societ-. ? S)all talk is not appreciate. in Ger)an- 8hile it is co))on in In.ia. ,usiness is 7act 2ase. in Ger)an- an. =o))unis) in7luence. in =hina. h-sical interactions are avoi.e. in =hina an. Aapan.
?
? In Aapan )ore i)petus is on connections an. relations* in In.ia it is on hospita2ilit-* in Ger)an- it is on .irect co))unication* in Mala-sia it is on speci7ic set o7 rules an. in =hina itFs on collectivis). ? Thus it is not eas- to 7or) 2usiness relationships in the vast pool o7 cultures. ? A thorou0h trainin0 proce.ure is a )ust 7or a 8in-8in situation.
(&
=onclusion
It is i)perative that e)plo-ees 8ho are to 2e e9patriate. are 8ell in7or)e. re0ar.in0 the challen0es the- )i0ht 7ace in a 7orei0n lan.. =opin0 8ith a 7orei0n culture 2oth or0ani1ational an. national nee.s 8ell-planne. preparation. A 8ell structure. cross-cultural trainin0 8ill help the e)plo-ees to prepare 7or copin0 8ith the chan0es in the 8orkin0 st-les* 2elie7s an. values the- are e9pecte. to 7ace. A lar0e .e0ree o7 uncertaint- 8hich an e)plo-ee )i0ht 7ace 8hile )ovin0 to a 7orei0n lan. an. culture can 2e re.uce. throu0h or0ani1ational support in ter)s o7 trainin0. The hu0e costs that an or0ani1ation )i0ht 7ace .ue to e9patriate 7ailure are o7 hi0h concern. reparin0 the e)plo-ees 7or a 7orei0n assi0n)ent is )utuall- 2ene7icial to the or0ani1ation an. the e)plo-ee. Bor the e)plo-ees* a 8ell .elivere. trainin0 can help in )ana0in0 8ith the ne8 situations* 8hile 7or the or0ani1ation this helps in 0ettin0 the 2est o7 the e)plo-ee in ter)s o7 8ork output throu0h )aintainin0 the e)plo-ee )orale an. )otivation. Eith the 0ro8in0 in7luence o7 7orei0n )arkets an. increasin0 0ro8th prospects 7or )ultinational 2usiness )o.els* it is o7 hi0h i)portance that co)panies prepare their e)plo-ees to 2e 7it 7or 0lo2al assi0n)ents.
(6
Reco))en.ations
? Ehen or0ani1ations 2eco)e cross-2or.er entities* cross-cultural 7actors start a77ectin0 everaspect o7 the 2usiness ? These cultural .i77erences )a- a77ect )otivational 7actors* collectivis) at 8ork place* or0ani1ational structure .esi0n etc ? The ter) cross-cultural trainin0 hence is 2roa. enou0h to inclu.e .i77erences in areas like lan0ua0e a2ilities* 2usiness eti@uettes* 2elie7s an. values* social s-ste)* ne0otiatin0 st-les etc. o7 an- culture. ? This task can 2e achieve. 2- 8ell .esi0ne. cross-cultural trainin0 pro0ra)s 8hich 8ill help e)plo-ees in copin0 up 8ith the stress an. cultural shock 8hile .ealin0 8ith a ne8 culture ? =ross cultural trainin0s help the co)panies to 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace 2- un.erstan.in0 an. learnin0 a2out other cultures. ? Eith this t-pe o7 trainin0* 8ork can 0o )ore @uickl- an. s)oothl- an. co)panies avoi. costl)istakes. ? +ence cross-cultural trainin0 can 2e seen as a tool 7or i)provin0 the corporate culture an. practices 2- constantl- learnin0 throu0h in.uction o7 7orei0n nationals in the or0ani1ations. ? Burther the cross-cultural trainin0 8ill help to re.uce the ps-cholo0ical stress an. cultural shock 8hich o7ten lea. to 7ailure o7 e9patriates.
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0ui.es to Ger)an-: Ale9ia M Stephan etersen http:$$888.0er)an--touris)..e$. 0ui.e to Aapan: Kenneth ,er0enthal http:$$;apan.use)2ass-.0ov$acs. https:$$888.cia.0ov$li2rar-$pu2lications$the-8orl.-7act2ook$0eos$ch.ht)l http:$$888.e9ecutiveplanet.co)$in.e9.php>titleX=hina 0ui.e to =hina: eter .E. =hen 888.kln.0ov.)-. A)it an.e* Bello8 ro0ra))e in Mana0e)ent* ersonnel an. In.ustrial Relations Area IIM Ah)e.a2a.
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• • • • •
http:$$888.si.eroa..co)$,usinessY?ti@uette http:$$888.learna2outcultures.co) +o7ste.e* G. (34#") =ultureDs =onse@uences: International !i77erences in Eork Relate. Oalues* Lon.on* Sa0e. http:$$openlearn.open.ac.uk$)o.$resource$vie8.php>i.X'3"&(3 888.e9ecutiveplanet.co)
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doc_770419904.doc
ON “Cross Cultural Training-A Study”
(SUBMITTED TO ARDS PARTIA! "U!"I!!MENT O" POST #RADUATE DIP!OMA IN MANA#EMENT$
Und%r t&% guidan'% o() Mr. Satish Thakural Lecturer (AKGIM)
Su*+itt%d *y) Tanvi Gupta Roll No.: - G!M-"#$"%&
'(K) Stone* !elhi-+apur ,-pass Roa.* ./.A.h-at)ik Na0ar* Gha1ia2a.'"3""4 Tel: &'%3'(%*&'%3'(5* &'43'(($(#$(4*56("(5%$55 3
AC,NO
!ED#EMENT
It 0ives )e i))ense 0rati7ication to place on recor.s )- pro7oun. 0ratitu.e an. sincere appreciation to each an. ever-one o7 those 8ho have helpe. )e in this en.eavor. I a) ine77a2l- in.e2te. to !r. Anoop ant* !irector AKGIM 7or
conscientious 0ui.ance an. encoura0e)ent to acco)plish this assi0n)ent. I e9ten. )- sincere thanks to Mr. Satish Thakural 7or his cooperation an. valua2le su00estions to initiate the stu.-. : I e9ten. )- 0ratitu.e to AKGIM 7or 0ivin0 )e this opportunit-. /n a personal note I 8oul. like to thank all )- 2atch )ates 7or their support. An- o)ission in this 2rie7 ackno8le.0e)ent .oes not )ean lack o7 0ratitu.e.
Gha1ia2a.
'
Tanvi Gupta
'5th April* '""#
Roll No- G!M-"#$"%&
CERTI"ICATE "ROM T-E "ACU!T. #UIDE
This is to certi7- that the pro;ect 8ork entitle. “Cross Cultural Training: A Study” is a 2ona7i.e 8ork carrie. out 2- Ms. Tanvi Gupta, a can.i.ate o7 the G!M ('""#'"3") A;a- Ku)ar Gar0 Institute o7 Mana0e)ent* Gha1ia2a. un.er )- 0ui.ance an. .irection.
Signature of the Guide Mr. Satish Thakural
&
TAB!E O" CONTENTS
A2stract<<<<<<<<<<<<<<<<<<..<<<<<<..<5 Intro.uction<<<<<<<<<<<<<<<<<<<...<<<.......( Research Metho.olo0-<<<<<<<<<<<<<<<<<<<<# The 8orl. is not 7lat<<<<<<<<<<<<..<<<<<<<..<.4 Glo2ali1ation<<<<<<<<<<<<<<<..<<<<<<<..<3" Glo2ali1ation an. +R<<<<<<<<..<<<<<<<..<<<<..3" The value o7 culture<<<<<<<<.<<<<<<.<<<<<<..33 =o))on )istakes In.ians )ake<<<<<<<<<<..<<<<<..3' !eter)inants o7 culture .i77erences<<<.<<<<<<<..<<.<<3& +o8 .o people an. practices .i77er across cultures>..................................36 I)pact o7 .ealin0 8ith a .i77erent culture<<<<..<<<<<..<<..3% !e7inin0 =ross-cultural trainin0 an. its o2;ectives<<.<.<<<<<..35 The 3" ,ene7its o7 =ross =ultural Trainin0<<<<<.<<<<<<..3( !esi0n o7 cross-cultural trainin0<<<<<<<<<<<..<<<<..'" The Trainin0 Metho.s<<<<<<<<<<<<<<..<.<<<<.'& !e7inin0 ?9patriate =o)petencies<<<<<<<<<<...<<<<..'% International ,usiness ?ti@uette Tips 2- L-.ia Ra)se-<<..<<<<..'( Tips 7or ,usiness Gi7t Givin0<<<<<<<<<<<<<<<<<.&3 =hina<<<<<<<<<<<<<<<<<<.<<<<..................&&
6
Mala-sia<<<<<<<<<<<<<<<<<.<<<<.................6" Ger)an-<<<<<<<<<<<<<<<<<.<<<<.................6# Aapan<<<<<<<<<<<<<<<<<.<<<<<<<<<..%( In.ia<<<<<<<<<<<<<<<<<<<<<<<<<<<.5' Bin.in0s<<<<<<<<<<<<<<<<<<<<<<<<<...(' =onclusion<<<<<<<<<<<<<<<<<<<<<<<<...(& Reco))en.ations<<<<<<<<<<<<<<<<<<<<<....(6 ,i2lio0raph-<<<<<<<<<<<<<<<<<<<<<<<<(%
%
ABSTRACT
Cn.erstan.in0 the values* attitu.es an. 2ehaviors o7 people in various countries is the ke- to kno8in0 ho8 to .o 2usiness 8ith the). So o7ten* 8e take 7or 0rante. that ever-oneDs culture is si)ilar to ours. To help co)panies 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace 2- un.erstan.in0 an. learnin0 a2out other cultures* trainin0 or0ani1ations* such as Ein.ha) International* o77er crosscultural trainin0. Eith this t-pe o7 trainin0* 8ork can 0o )ore @uickl- an. s)oothl- an. co)panies avoi. costl- )istakes. =ross-cultural an. intercultural trainin0* a )ar0inal i.ea &" -ears a0o* has 2oo)e. into )ainstrea) acceptance in the past 3" -ears 8ith international 2usinesses tappin0 into a lar0e an. so)eti)es e9pensive arra- o7 cross an. intercultural trainin0 pro0ra)s 7or their e)plo-ees. Tr-in0 to .o international 2usiness 8ithout prior cross-cultural trainin0 is a recipe 7or .isaster. Ehen or0ani1ations 2eco)e cross-2or.er entities* cross-cultural 7actors start a77ectin0 ever- aspect o7 the 2usiness. Ehether in )ulti-cultural tea)s or in 2usiness interactions* the variants o7 cultural nuances eventuallen. up a77ectin0 the 2usiness. The report .eals 8ith the 7ollo8in0: ? Glo2ali1ation an. its e77ects. ? =ulture an. its ele)ents. ? +o7ste.eFs =ultural !i)ensions • • • • • =hina In.ia Mala-sia Ger)anAapan
? ?9patriation ? !esi0nin0 trainin0 pro0ra) 5
INTRODUCTION
The tren. o7 0lo2ali1ation is provi.in0 opportunities 7or In.ian 7ir)s to reach 7orei0n )arkets. The 2usiness )o.el o7 )an- upco)in0 in.ustries like the in7or)ation technolo0- sector is .epen.ent heavil- on the 7orei0n )arkets. This increases the nee. o7 pro7essionals 8orkin0 in 7orei0n cultural settin0s. The )er0er an. ac@uisition activit- especiall- the cross-2or.er ac@uisitions have reache. )uch hi0her levels. The tren. o7 ac@uisitions is not onl- restricte. to the ne8 sectors like In7or)ation Technolo0-* Teleco) an. ,usiness rocess /utsourcin0* 2ut core sector co)panies like Manu7acturin0 an. Minin0 (Bor ?9a)ple: Sterlite 0roup ac@uirin0 )ines in Australia) have o2serve. spurt in such activities too. The sheer si1e o7 certain .eals in the ran0e o7 '""-&"" Million .ollars in.icates 0lo2al aspirations o7 the In.ian 7ir)s. The har)aceutical co)panies have 8i.ene. their reach in 8orl. )arket 8ith e9a)ples like Ran2a9- an. !RL havin0 presence in )an- countries. The 0lo2ali1ation .rea)s present a ne8 challen0e 7or the In.ian 7ir)sG the challen0e to .evelop co)petent )ana0ers 8ho 8oul. 2e a2le to 8ork in ne8 environ)ents e77icientl- an. 8ill act as a 2ri.0e 2et8een the parent co)pan- an. its su2si.iaries. The 0lo2ali1ation 8ill also 2rin0 ne8 e)plo-ees to the In.ian 7ir)s* the ones 8ith .i77erent ori0in* lan0ua0e an. national culture a..in0 co)ple9ities to the culture o7 In.ian or0ani1ations. The 7ir)s thus nee. to .evelop s-ste)s an. processes not onl- to train )ana0ers 7or e9patriate assi0n)ents 2ut also to han.le cultural .iversit-. This task can 2e achieve. 2- 8ell .esi0ne. cross-cultural trainin0 pro0ra)s 8hich 8ill help e)plo-ees in copin0 up 8ith the stress an. cultural shock 8hile .ealin0 8ith a ne8 culture. The nee. 7or cross-cultural trainin0 8ill 2e 7or 2oth: In.ian e9patriates an. e)plo-ees .ealin0 8ith e9patriates o7 other ori0ins. The cross-cultural trainin0 8ill also 2e re@uire. 7or the In.ian co)panies 0ettin0 into ,usiness rocess /utsourcin0 as the clients 2elon0 to culturall- .i77erent environ)ents. Eorkin0 e77ectivel- in cross-cultural conte9t is 2eco)in0 vital co)petence 7or aspirin0 )ana0ers. The report atte)pts to .e7ine the possi2le sources o7 cross-cultural .i77erences* its i)pact on 2usiness practices* co)petencies re@uire. 7or the e9patriates* evolution o7 cross-cultural trainin0* issues to 2e consi.ere. (
8hile .evelopin0 cross-cultural trainin0* .i77erent 8a-s o7 trainin0 the e)plo-ees an. e9a)ples o7 a 7e8 countries to provi.e a 2ir.s e-e vie8.
R%s%ar'& M%t&odology
R%s%ar'& O*/%'ti0%s
3. To Cn.erstan. the values* attitu.es an. 2ehaviors o7 people in various countries that help co)panies to 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace '. To 7in. out the i)pact o7 .ealin0 8ith a .i77erent culture in to.a-Fs co)petitive environ)ent. &. To un.erstan. the o2;ectives an. 2ene7its o7 cross cultural trainin0 to overco)e the cross 2or.er .i77erences
Ty1% o( R%s%ar'&- ?9plorator- Research Data sour'%s) The research is 2ase. on secon.ar- .ata an. the .ata is collecte. 7ro) various
8e2sites* Aournals* Ma0a1ines* Articles an. Research aper.
Data Analysis) The report 2asicall- .eals 8ith the cultural .i77erences that )a- a77ect )otivational
7actors* collectivis) at 8ork place* or0ani1ational structure .esi0n etc. Ehen or0ani1ations 2eco)e cross-2or.er entities* cross-cultural 7actors start a77ectin0 ever- aspect o7 the 2usiness. The crosscultural trainin0 can 2e seen as a tool 7or i)provin0 the corporate culture an. practices 2- constantllearnin0 throu0h in.uction o7 7orei0n nationals in the or0ani1ations. The stu.- inclu.e the various trainin0 )etho.s* International 2usiness eti@uette tips 2- L-.ia Ra)se- +o7ste.eFs =ultural !i)ensions o7 un.erstan.in0 the lan0ua0e a2ilities* 2elie7s an. values* social s-ste)* 2usiness eti@uettes in ter)s o7 )akin0 appoint)ents* 0ui.elines 7or 2usiness .ress* 8elco)e topics o7 #
conversations* selectin0 an. presentin0 an appropriate 2usiness 0i7ts 2- takin0 e9a)ples o7 various countries like =hina* In.ia* Mala-sia* Ger)an- an. Aapan that help the co)panies in re.ucin0 the ps-cholo0ical stress an. cultural shock 8hich o7ten lea. to 7ailure o7 e9patriates an. 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace 2- un.erstan.in0 an. learnin0 a2out other cultures
T&%
orld Is Not "lat
Eith apolo0ies to Tho)as Brie.)an* )ana0ers 8ho 2elieve the h-pe o7 a 7lat 8orl. .o so at their o8n risk* sa-s +,S pro7essor anka; Ghe)a8at. National 2or.ers still )atter a lot 7or 2usiness strate0ists. Ehile i.enti7-in0 si)ilarities 7ro) one place to the ne9t is essential* e77ective cross-2or.er strate0ies 8ill take care7ul stock o7 .i77erences as 8ell. Tho)as Brie.)an* author o7 HThe Eorl. Is Blat: A ,rie7 +istor- o7 the T8ent--7irst =entur-H* opines that a nu)2er o7 events ran0in0 7ro) the 7all o7 the ,erlin Eall to the rise o7 the Internet have 7lattene. the co)petitive lan.scape 8orl.8i.e 2- increasin0 0lo2ali1ation an. re.ucin0 the po8er o7 states. ,ut the 8orl. is not 7lat* ar0ues +,S pro7essor anka; Ghe)a8at. Think o7 it as partl- 0lo2ali1e.* or Hse)i0lo2ali1e..H HStrategies that presume complete global integration tend to place far too much emphasis on international standardization and scalar expansion.H Ghe)a8at ar0ues. Ehile i.enti7-in0 si)ilarities 7ro) one place to the ne9t is essential* e77ective cross-2or.er strate0ies 8ill take care7ul stock o7 .i77erences as 8ell. +e 0roups the .i77erences into 6 areas: those relate. to cultural (lan0ua0e* custo)s* reli0ion* ethnicities* etc.)* administrative/political (la8s* tra.in0 2locs* colonial ties* currenc-* etc.)* geographic (ph-sical .istance* lack o7 lan. 2or.er* ti)e 1ones* cli)ates* etc.)* an. economic (inco)e levels* cost o7 natural resources* 7inancial resources* hu)an resources* in7rastructure* in7or)ation* etc.). It is i)portant to take a 2roa. vie8 o7 such .i77erences* to 7i0ure out the ones that )atter the )ost in -our in.ustr-* an. to look at the) not ;ust as .i77iculties to 2e overco)e 2ut also as potential sources o7 value creation. Ehen =?/ Lee Scott 8as aske. a 7e8 -ears a0o a2out 8h- he thou0ht Eal-Mart coul. e9pan. success7ull- overseas* his response 8as that na-sa-er ha. also @uestione. the co)pan-Ds a2ilit- to )ove success7ull- 7ro) its ho)e state o7 Arkansas to Ala2a)a. Eal-MartDs recent strate0- illustrates all three 2roa. 8a-s o7 .ealin0 8ith .istanceIa.;ustin0 to it (A.aptation)* overco)in0 it (A00re0ation)* an. e9ploitin0 it (Ar2itra0e)Ithe AAA strate0ies 4
ela2oration o7 8hich occupies close to one-hal7 o7 Redefining Global Strateg . Eal-Mart has there7ore entere. via a ;oint venture 8ith an In.ian partner* ,harti* that 8ill operate the stores 8hile Eal-Mart .eals 8ith the 2ack-en. o7 the 2usiness.
#!OBA!I2ATION
Glo2ali1ation is the pheno)enon in 8hich the 2oun.aries 2et8een nations an. re0ions are 2lurre.. eople an. to0ether 8ith the) 0oo.s* in7or)ation an. culture can travel 7ro) one lan. to another 8ithout )uch .i77icult-. Glo2ali1ation has 2een reshapin0 the 8orl. irresisti2l- an. ever- in.ivi.ual can 7eel e77ects. DGlo2ali1ationD is co))onl- use. as a shorthan. 8a- o7 .escri2in0 the sprea. an. connecte.ness o7 pro.uction* co))unication an. technolo0ies across the 8orl.. That sprea. has involve. the interlacin0 o7 econo)ic an. cultural activit-. Glo2ali1ation* thus* has po8er7ul econo)ic* political* cultural an. social .i)ensions. The H)o.ernH values such as the .esire 7or in.epen.ence* 8ealth an. success have 2eco)e increasin0 prevalent a)on0 the -oun0er 0enerations 8ho are in .irect contact 8ith the 0lo2ali1ation process. +o8ever* there is also the risin0 8ave o7 Hcounter-0lo2ali1ationH. The 0reatest e77ect o7 0lo2ali1ation is its a2ilit- to HactivateH li7e.
#!OBA!I2ATION and -R
The hirin0 process to.a- has chan0e. into a )ore .-na)ic an. 8i.esprea. process. It involves a )i9 o7 ne8spaper a.vertise)ents* 8e2 2ase. ;o2 postin0s* an. internet 2ase. hea.huntin0* 8i.esprea. use o7 consultants an. such. +R Mana0ers shoul. .evelop the 7ollo8in0 co)petencies in or.er to succee. in the current chan0in0 ti)es: • • • • • =han0e Mana0e)ent (the a2ilit- to .eal 8ith uncertaint- an. chan0e)* Maturit- (the sta2ilit- o7 per7or)ance un.er stress)* /penness (2ein0 open to ne8 i.eas an. .i77erent practices)* Ble9i2ilit-$A.apta2ilit- an. =onte9tual Thinkin0 (the a2ilit- to see the 2i00er picture)
3"
Tele con7erencin0* vi.eo con7erencin0 are 2ein0 use. 7or intervie8in0 can.i.ates across the 0lo2e an. this re.uces .ela- an. @uickens the hirin0 process.
T&% 3alu% o( Cultur%
=orporate culture is .e7ine. 2- a share. set o7 2elie7s* )-ths an. practices. As in an- other social s-ste)* this share. culture 2in.s people to0ether. =ulture is a )etaphor 8hich can 2e use. to e9plore the i.entit- o7 a 2usiness. It is a2out ho8 others see the 2usiness* 2ut also ho8 the in.ivi.uals 8ho 8ork there un.erstan. it. =ulture o77ers us a po8er7ul insi0ht into the 2usiness an. 8hat it is like to 8ork 8ithin it. The cultural perspective has 2eco)e popular in 2usiness stu.ies 2ecause it o77ers a 8a- o7 e9plainin0 per7or)ance an. un.erstan.in0 .i77erence. It is onl- one 8a- o7 anal-1in0 2usiness* 2ut it is an interestin0 one as it 7ocuses particularl- on the insi.er point o7 vie8* or on 8hat it is Jreall-F like to 8ork in an or0ani1ation. The stren0th o7 an or0ani1ationDs culture can an. .oes a77ect a co)pan-Ds 2otto) line. A stron0 corporate culture sta2ili1es per7or)ance. er7or)ance is )ore sta2le 7or stron0-culture 7ir)s in hi0hl- co)petitive )arkets like )otor vehicles* airlines* technolo0-* te9tiles an. apparel. The share. 2elie7s that .e7ine a corporate culture 7unction as an in7or)al control )echanis) that coor.inates e)plo-ee e77ort. ?)plo-ees 8ho .eviate 7ro) accepte. practice can 2e easil- .etecte. an. a.)onishe. 7aster an. less visi2l- 2- 7rien.s than 2- the 2oss. ?)plo-ees also 8ork har.er an. 7or lon0er hours in an or0ani1ation 8ith a stron0 corporate culture. KResearch .one 2- Ronal. S. ,urt is the +o2art E. Eillia)s ro7essor o7 Sociolo0- an. Strate0- at the Cniversit- /7 =hica0o Gra.uate School /7 ,usiness.L In the 0lo2al )arketplace* kno8le.0e an. skills not onl- )ean po8er* it can also )ean -our survival. Cn.erstan.in0 the nee. 7or cultural a8areness an. sensitivit- is ;ust the ante to 0et into the 0a)e o7 0lo2al 2usiness. +o8 8ell -ou pla- .epen.s upon -our level o7 cultural savv-. It is esti)ate. that )ore than hal7 o7 all international ;oint ventures 7ail 8ithin t8o or three -ears. The reason )ost o7ten 0iven is cultural )-opia an. lack o7 cultural co)petenc- - not the lack o7 technical or pro7essional e9pertise. !evelopin0 0lo2al cultural co)petenc- is one o7 the )ost challen0in0 aspects o7 8orkin0 0lo2all-. Mana0in0 the )-ria. 8ork an. )ana0e)ent st-les that co)panies 7ace across 0eo0raphies* 33
2usinesses* 7unctions an. pro;ects can 2e .auntin0. Ehat is e77ective in one culture )a- 2e ine77ective* or even inappropriate* in other cultures. ?)plo-ees )ust 2e a2le to appl- ne8 learnin0 in the per7or)ance o7 their assi0n)ents* an. 2e a2le to o2serve an. )ake the appropriate 2ehavioral a.;ust)ents 8hen cross cultural issues 2eco)e i)portant to their pro.uctivit- or the e77ectiveness o7 the or0ani1ation as a 8hole.
Let us see the co))on )istakes In.ians )ake:
? Bailure to un.erstan. the sense o7 ti)e )ana0e)ent that other cultures have. ? Lack o7 .ocu)entationI)ost thin0s are kept in the hea.. ? Lack o7 e-)ail eti@uette. ? Not co))unicatin0 in a precise )anner. ? A..ressin0 people 2- 7irst na)e .oes not co)e naturall-. ? A8k8ar.ness 8hile .ealin0 8ith 8o)en clients $ collea0ues. Cse o7 JMiss.F or JMrs.F is not appreciate. 2- A)erican 8o)enIthe- consi.er it an intrusion into their personal li7e. ? Shakin0 o7 hea. is not un.erstoo. 2- others. ? The ha2it o7 co))unicatin0 8ith other In.ians in a re0ional lan0ua0eG this is )isinterprete. 2- clients $ collea0ues a2roa. as a si0n o7 )istrust. ? Not askin0 @uestions to clari7- all .ou2ts in the initial )eetin0* an. then co)in0 up 8ith a 8hole list o7 @uestions later. Source: !hanan;a- Savarkar* +ea. o7 trainin0 .epart)ent* LMT In7otech
3'
D%t%r+inants o( 'ultural di((%r%n'%s
There have 2een )an- atte)pts to .e7ine cultures an. 8hat .i77erentiates the). The stu.- 2+o7ste.e (34#3*in +o7ste.e* '""3) .e7ine. an. .i77erentiate. 2et8een cultures on various .i)ensions N vi1. collectivis) vs. in.ivi.ualis)* po8er .istance* uncertaint- avoi.ance* )asculinit- vs. 7e)inis) an. lon0 vs. short ter) orientation. The author classi7ie. a nu)2er o7 countries on these para)eters. These para)eters can 2e .e7ine. as: 3. o8er .istance: degree of ine!ualit s stem. '. Masculinit- vs. 7e)inis)# refers to the distribution of emotional roles bet"een the genders. $t opposes a tough masculine to tender feminine societ . &. Cncertaint- avoi.ance: is the extent to "hich a culture programs its members to feel either comfortable or uncomfortable in unstructured situations. 6. In.ivi.ualis) vs. collectivis): is the degree to "hich individuals are supposed to look after themselves or remain integrated into groups usuall around the famil %. Lon0 ter) vs. short-ter) orientation: refers to the extent to "hich a culture programs its members to accept dela ed gratification of their material, social and emotional needs. The .i77erences in cultural values 8ere sho8n 2- the stu.- o7 +o7ste.e ('""3)* 8hich involves 5"* plus countries 8here each one o7 the) 8as classi7ie. on these para)eters. These cultural .i77erences 3& in po"er bet"een a less po"erful individual and a more po"erful one in "hich the belong to same social
)a- e77ect )otivational 7actors* collectivis) at 8ork place* or0ani1ational structure .esi0n etc. Oarious stu.ies have trie. to stu.- these .i77erences. The .i77erence in cultures has 2een associate. 8ith perceptions an. para.o9es. The cultural .i77erences an. var-in0 approaches lea. to si0ni7icant .i77erence in 2usiness practices 8hich )ust 2e reco0ni1e. 2- the trainers an. e)plo-ees receivin0 e9patriate assi0n)ent.
-o4 do 1%o1l% and 1ra'ti'%s di((%r a'ross 'ultur%s5
The .i77erences in cultures lea. to si0ni7icant .i77erences in the 8a- people react to a sti)ulus. The )otivational nee.s o7 the )ana0ers an. e9ecutives var- across the cultures. The )otivational 7actors that 8ork in In.ia )a- not 2e relevant in =hina* hence the e9patriates 8ill nee. to un.erstan. the 2asic .i77erences in the e)plo-ee 2ehavior. The pro.uction 7acilities o7 7ir)s )a- 2e si)ilar across all the su2si.iaries 2ut the e)plo-ee 2ehavior in these 7acilities )a- not re)ain the sa)e. /ne o7 the relevant e9a)ples in this conte9t is 7ailure o7 Aapanese )ana0e)ent techni@ue like Pualit- =ircles in In.ia. The culture .i77erences e77ect the )ana0erial .ecisions relate. to per7or)ance appraisals in )ulticultural 8orkplaces an. .ecisions in international 2usiness conte9t. Alon0 8ith the 2usiness practices an. values si0ni7icant a)ount o7 research have 2een con.ucte. in the conte9t o7 cross-cultural ne0otiations. The cross-cultural .i77erences in the ne0otiation 0a)e can 2e conceptuali1e. alon0 four basic di ensions: collectivis)-in.ivi.ualis)* po8er .istance* co))unication conte9t* an. the conception o7 ti)e (=ohen* 344(- as cite. 2- ,a1er)an* =urhan* Moore an. Oalle-* '"""). The ti)e 7actor 2eco)es i)portant in the conte9t o7 cross 2or.er ac@uisitions as people 2elon0in0 to .i77erent cultures have .i77erent perceptions relate. to ti)e* 8hile in so)e cultures people pre7er to start an. 7inish )eetin0 on ti)e (?9a)ple: CSA)* in other people )a- pre7er to take ti)e o7 their o8n (?9a)ple: Latin A)erica)(Ma-7iel.* Ma-7iel.* Martin* +er2i0* 344(). The ti)e 7actor also re7ers to relationship .-na)ics o7 ne0otiations. Ehile in a )ore collectivist culture* people )a- pre7er to .evelop relationships .urin0 ne0otiations* people in )ore in.ivi.ualistic culture like CSA )a- not pre7er to 2rin0 relationship .i)ension in the ne0otiations 36
(Ma-7iel.* Ma-7iel.* Martin* +er2i0* 344(). The nor)s an. values relate. to the ne0otiations .i77er accor.in0 to the culture: perceptions a2out ne0otiation to 2e strate0ic or s-ner0etic* criteria 7or selectin0 the ne0otiator* i)portance 0iven to relationship 2uil.in0* concern 7or protocol an. 7or)alitetc. The 8a- e)otions are e9presse. in the various cultures )a- .i77er* 7or e9a)ple the 7ace e9pressions an. han. 0estures )a- conve- .i77erent )eanin0s in .i77erent culture.
I+1a't o( d%aling 4it& a di((%r%nt 'ultur%
The cultural chan0e lea.s to cultural shock* 8hich is a )ental state o7 stress cause. 2- acute chan0es in the culture. The e9patriates ten. to 7eel lonel- 2ecause all o7 a su..en ever- thin0 chan0es inclu.in0 the 8ork environ)ent* peers* processes an. to an e9tent or0ani1ational culture an. value s-ste). The e)plo-ees react 2- co)parin0 the ne8 culture to their o8n values an. 2elie7s an. at ti)es are una2le to accept the vast .i77erence 2et8een the t8o. The process o7 encounterin0 an. acceptin0 the ne8 chan0es or in other 8or.s process o7 acculturation can 2e classi7ie. in 7our sta0es (Nicola* 344&) %. $nitial stage of elation and optimism &. 'eriod of frustration, depression and confusion (. Gradual improvement of mood leading to optimism and satisfaction ). Master stage /2er0 .escri2e. 7our sta0es o7 a.;ust)ent: Sta0e I* the initial* or hone-)oon sta0eG Sta0e II* the .isillusion)ent* or culture shock sta0eG Sta0e III* the a.;ust)ent* or a.aptation sta0eG an. Sta0e IO* the )aster- sta0e. The hone-)oon sta0e is a perio. lastin0 less than t8o )onths. +ere the e)plo-ee is thrille. 8ith the ne8 e9perience. The culture shock sta0e occurs as the in.ivi.ual copes seriousl- 8ith livin0 in the 3%
ne8 culture on a .ail- 2asis* as a lack o7 un.erstan.in0 o7 the culture inhi2its a8areness o7 8hat is appropriate* or inappropriate* 2ehavior in the ne8 cultural environ)ent* resultin0 in con7usion* 7rustration* tension an. .epression. The 7rustration occurs as the person 2e0ins to reali1e that past 2ehaviors are inappropriate in the host culture 2ut has not -et learne. 8hat 2ehaviors to su2stitute. The a.;ust)ent sta0e is characteri1e. 2- increase. a2ilit- to a.apt in the ne8 cultureG an.* in the )aster- sta0e* a.;ust)ent is a2out as co)plete as possi2le* an. an9iet- is lar0el- 0one.
D%(ining Cross-'ultural training and its o*/%'ti0%s
The cross-cultural trainin0 in 0eneral can 2e .e7ine. as QAn- intervention ai)e. at increasin0 an in.ivi.ualFs capa2ilit- to cope 8ith an. 8ork in 7orei0n environ)entR (Tun0* 34#3* in Sakaria* '"""). +ence cross-cultural trainin0 involves all the )etho.s like lectures* si)ulation etc. use. to )ake the person 7a)iliar 8ith a .i77erent culture. The ter) cross-cultural trainin0 hence is 2roa. enou0h to inclu.e .i77erences in areas like lan0ua0e a2ilities* 2usiness eti@uettes* 2elie7s an. values* social s-ste)* ne0otiatin0 st-les etc. o7 an- culture. The cross-cultural has also 2een .e7ine. as QBor)al )etho.s to prepare people 7or )ore e77ective interpersonal relations an. ;o2 success 8hen theinteract e9tensivel- 8ith in.ivi.uals 7ro) cultures other than their o8nR (,rislin an. Toshi.a* 3446). The ter) ;o2 success here see)s to 2e sli0htl- a)2i0uous* as the 7actors .e7inin0 success on an e9patriate assi0n)ent can inclu.e or0ani1ational values* earnin0 respect 7ro) peers an. su2or.inates* technical skills* interpersonal an. relationship )ana0e)ent skills etc. The a.vanta0es 7ro) crosscultural trainin0 have 2een liste. as 7ollo8in0 (Sakaria* '""": '): 3. A )eans 7or constant s8itchin0 7ro) an auto)atic* ho)e culture international )ana0e)ent )o.e to a culturall- a.apta2le an. accepta2le one '. An ai. to i)prove copin0 8ith une9pecte. events an. cultural shock in a ne8 culture &. A )eans to re.uce uncertaint- o7 interactions 8ith 7orei0n nationals 6. A )eans 7or enhancin0 e9patriates copin0 a2ilities 35
+ence cross-cultural trainin0 can 2e seen as a tool 7or i)provin0 the corporate culture an. practices 2- constantl- learnin0 throu0h in.uction o7 7orei0n nationals in the or0ani1ations. Burther the crosscultural trainin0 8ill help to re.uce the ps-cholo0ical stress an. cultural shock 8hich o7ten lea. to 7ailure o7 e9patriates.
T&% 67 B%n%(its o( Cross Cultural Training
+o8 can cross cultural trainin0 positivel- i)pact in.ivi.uals an. tea)s> =ross cultural .i77erences can an. .o i)pe.e upon co))unication an. interpersonal relationships. In the 2usiness 8orl. this occurs .ail-* 8here people 7ro) .i77erent cultures interact an. are e9pecte. to per7or) an. )ake .ecisions. =ross cultural trainin0 ai)s to .evelop a8areness 2et8een people 8here a co))on cultural 7ra)e8ork .oes not e9ist in or.er to pro)ote clear lines o7 co))unication an. 2etter relationships. =ross cultural trainin0 has )an- 2ene7its to 2e 0aine. 2- 2oth participants an. 2usinesses. Bor participants in cross cultural trainin0* the 3" )ain 2ene7its are that it helps: • 'eople *earn +bout Themselves# Throu0h cross cultural trainin0* people are e9pose. to 7acts an. in7or)ation a2out their o8n cultures* preconceptions* )entalities an. 8orl.vie8s that the)a- other8ise not have conte)plate.. =ross cultural trainin0 helps people learn )ore a2out the)selves throu0h learnin0 a2out others. • ,ncourage -onfidence# =ross cultural trainin0 pro)otes sel7-con7i.ence in in.ivi.uals an. tea)s throu0h e)po8erin0 the) 8ith a sense o7 control over previousl- .i77icult challen0es in the 8orkplace. 3(
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.reak /o"n .arriers# All o7 us have certain 2arriers such as preconceptions* pre;u.ices an. stereot-pes that o2struct our un.erstan.in0 o7 other people. =ross cultural trainin0 .e)-sti7ies other cultures throu0h presentin0 the) un.er an o2;ective li0ht. Throu0h learnin0 a2out other cultures* 2arriers are slo8l- chippe. a8athus allo8in0 7or )ore open relationships an. .ialo0ue.
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.uild Trust# Ehen peopleFs 2arriers are lo8ere.* )utual un.erstan.in0 ensues* 8hich results in 0reater trust. /nce trust is esta2lishe. altruistic ten.encies naturall)ani7est allo8in0 7or 0reater co-operation an. a )ore pro.uctive 8orkplace.
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Motivate# /ne o7 the outco)es o7 cross cultural trainin0 is that people 2e0in to see their roles 8ithin the 8orkplace )ore clearl-. Throu0h sel7-anal-sis people 2e0in to reco0ni1e areas in 8hich the- nee. to i)prove an. 2eco)e )otivate. to .evelop an. pro0ress.
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0pen 1orizons# =ross cultural trainin0 a..resses pro2le)s in the 8orkplace at a ver- .i77erent an0le to tra.itional )etho.s. Its innovative* alternative an. )otivatin0 8a- o7 anal-1in0 an. resolvin0 pro2le)s helps people to a.opt a si)ilarl- creative strate0- 8hen approachin0 challen0es in their 8ork or personal lives.
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/evelop $nterpersonal Skills# Throu0h cross cultural trainin0 participants .evelop 0reat Jpeople skillsF that can 2e applie. in all 8alks o7 li7e. ,- learnin0 a2out the in7luence o7 culture* i.e. the hi..en 7actors upon peopleFs 2ehaviors* those 8ho un.ertake cross cultural trainin0 2e0in to .eal 8ith people 8ith a sensitivit- an. un.erstan.in0 that )a- have previousl- 2een lackin0.
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/evelop *istening Skills# Listenin0 is an inte0ral ele)ent o7 e77ective an. pro.uctive co))unication. =ross =ultural trainin0 helps people to un.erstan. ho8 to listen* 8hat to listen 3#
7or an. ho8 to interpret 8hat the- hear 8ithin a )uch 2roa.er 7ra)e8ork o7 un.erstan.in0. ,- 2eco)in0 0oo. listeners* people naturall- 2eco)e 0oo. co))unicators. • 'eople 2se -ommon Ground# In the 8orkplace people have a ten.enc- to 7ocus on .i77erences. Ehen cross cultural co))unication pro2le)s arise the natural inclination is to 8ith.ra8 to opposin0 si.es an. to hi0hli0ht the ne0ative aspects o7 the other. =ross cultural trainin0 assists in .evelopin0 a sense o7 )utual un.erstan.in0 2et8een people 2- hi0hli0htin0 co))on 0roun.. /nce spaces o7 )utual un.erstan.in0 are esta2lishe.* people 2e0in to use the) to overco)e culturall- challen0in0 situations. • -areer /evelopment# =ross cultural trainin0 enhances peopleFs skills an. there7ore 7uture e)plo-)ent opportunities. +avin0 cross cultural a8areness 0ives people a co)petitive e.0e over others especiall- 8hen appl-in0 7or positions in international co)panies 8ith a lar0e )ulti-cultural sta77 2ase. Misinterpretations on account o7 cultural 7actors can 2e .a)a0in0 to a co)pan-Fs 2usiness. The nee. is 7or 0reater un.erstan.in0 an. a.apta2ilit-. Not surprisin0l-* )ost or0ani1ations no8 consi.er the a.apta2ilit- o7 can.i.ateFs ri0ht 7ro) the recruit)ent sta0e. In.ee.* a.apta2ilit- is an essential 7actor in to.a-Fs 0lo2al 2usiness environ)ent.
34
D%sign o( 'ross-'ultural training
Q$ncreased demand for cross3cultural training has led to more sophisticated training programs, but it has also caused some adverse changes in the industr R* inter culturalists sa-. In the 34#"Ds* trainin0 8as usuall- o77ere. 2- in.ivi.uals or s)all consultanc- 0roups. Bor this reason trainers see) to co)e 7ro) a vast ran0e o7 2ack0roun.s: teachers* )issionaries* ai. 8orkers* international 2usiness people* sociolo0ists* social 8orkers* stu.ents I virtuall- an-one 8ho has live. an. 8orke. a2roa.. Most are e9pecte. to speak at least one 7orei0n lan0ua0e. Manco)panies 8hich o77er these services no8 re@uire that their trainers have co)plete. so)e kin. o7 intercultural trainin0 course. In recent -ears* )ore trainers are co)pletin0 .octorate pro0ra)s 0ivin0 the) a 2ase in intercultural co))unication theor-* 2ut success7ul trainers coul. ;ust as easil- 2e e9pat spouses 8ho have kno8le.0e on the 0roun. e9perience. No8 )an- o7 these s)all 2usinesses have 2een 2ou0ht out 2- lar0er relocation 7ir)s. Trainers 8orrthat these lar0er 0roups .o not al8a-s take into account the in.ivi.ual nee.s o7 the client. The issues or 7ocus points are ver- i)portant in the cross-cultural as it is re@uire. to choose 2et8een culture speci7ic or culture 0eneral trainin0* 8hich areas o7 the culture to 7ocus upon an. 8hat are the personal '"
re@uire)ents o7 the person 8ho )i0ht have to .eal 8ith a situation like this or 8ho is shi7tin0 to a .i77erent culture 7or 8ork. Bollo8in0 are so)e issues 7or the cross-cultural trainin0: • Di((%r%nt as1%'ts o( ti+% li8% 1un'tuality- The ti)e 7actor here involve t8o .i)ensions that are punctualit- an. relationship .i)ension. Ehile in so)e cultures like CSA startin0 an. en.in0 on ti)e are ver- i)portant in others like South A)erican countries that )a- 2e consi.ere. e9ceptional. So)e cultures pre7er to take ti)e 7or relationship 2uil.in0* 8hich )a- not 2e accepta2le at all in others. +ence cross-cultural 2arriers relate. to ti)e nee. to 2e taken care o7. • !inguisti' *arri%rs- The ?n0lish is 2ein0 use. 7or )ost transactions 2ut then usa0e o7 ?n0lish ten.s to chan0e 8ith the countr- conte9ts. Bor e9a)ple the pronunciation in In.ia is si0ni7icantl- .i77erent 7ro) the A)erican 8a-. Secon.l- certain ter)s )a- have .i77erent )eanin0 in .i77erent lan0ua0esG hence conte9t also pla-s an i)portant role. In case o7 countries 8ith .i77erent lan0ua0e the e9patriates )ust 2e traine. in openin0 .ialo0ues an. .iscussions 8ith the help o7 translators. • Di((%r%nt *usin%ss 1ra'ti'%s like con.uct in )eetin0 an. unstructure. an. open .iscussion. +o7ste.eFs ('""3) .i)ensions like po8er .istance can pla- an i)portant role in situations like con.uct .urin0 the )eetin0s. In cultures 8ith lo8er po8er .istance the e)plo-ees )a- ten. to call their 2osses 8ith their 7irst na)es 8hile this )a- 2e i)possi2le in cultures 8ith hi0her po8er .istances. +ence .evelopin0 a 7irst han. kno8le.0e a2out the practices is veri)portant. • Cultural str%ss (a)2i0uit- an. .i77erence o7 perceptions)- The trainin0 shoul. also involve )etho.s to counter stress an. to interpret situations. The e9patriates 8ill have to un.erstan. the situations on their o8n an. then 7or) perceptions. The trainin0 shoul. avoi. an- kin. o7 stereot-pin0 8here trainees )a- 2e lea. to 2elieve certain thin0s a2out an- culture. The culture )a2roa.l- e9plain value s-ste) o7 a co))unit- or countr- 2ut ever- in.ivi.ual is .i77erent. +ence an- in.ivi.ual 8ith a pre-7or)e. notion a2out the culture 8ill 2e shocke. to see people .i77erent 7ro) his 2elie7s lea.in0 to lot o7 con7usion an. stress. '3
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Body languag% and gr%%tings- The 8a- e)otions are e9presse. in the various cultures )a- .i77er* 7or e9a)ple the 7ace e9pressions an. han. 0estures )aconve- .i77erent )eanin0s in .i77erent culture.
The cross-cultural trainin0 shoul. have co)ponents relate. to 2oth 0eneral orientation an. speci7ic skill .evelop)ent. The co)ponent o7 0eneral orientation here consists o7 sel7 assess)ent (.ealin0 8ith chan0e* stress )ana0e)ent an. i.enti7-in0 attri2utes) an. cultural a8areness (0eneral .i)ensions* national values an. 8ork place inci.ents). The speci7ic .evelop)ent on the other han. consists o7 kno8le.0e ac@uisition (area stu.ies* lan0ua0e stu.ies an. host attitu.es) an. skills trainin0 (case stu.ies* area si)ulation an. 2ehavior )o.elin0). +ence the trainin0 shoul. 7ocus on provi.in0 trainee the kno8le.0e a2out national cultures an. attitu.es in the host countr- in the 7irst phase 8hile in secon. phase the trainee shoul. 2e )a.e to 0o throu0h a ri0orous process o7 han.lin0 the situations in a si)ulate. environ)ent. This 8ill help the trainee to ac@uire han.s-on e9perience. The paper 2Nicola (344&) su00ests 7ollo8in0 issues 7or cross-cultural trainin0: • • • • • • • Bee. 2ack Gettin0 2e-on. culturall- .eter)ine. stereot-pes +o8 to raise an. .eal 8ith cultural stereot-pe +o8 to counsel e)plo-ees =oachin0 an. tea) 2uil.in0 Resolvin0 con7licts (those inclu.in0 various ethnic 0roups at 8ork place) =ounselin0 so as to 0o 2e-on. all kin.s o7 stereot-pes an. perceptions.
A7ter the internet revolution thin0s have vastl- chan0e. 7or various or0ani1ations. Bor e9a)ple )an7ir)s use internet as a )e.iu) to coor.inate 2et8een .i77erent e)plo-ees 8orkin0 in .i77erent locations as a tea) like one o7 the tea) )e)2ers 8oul. 2e in In.ia* other one )i0ht 2e in ?urope an. thir. one in North A)erica. The 0roup .-na)ics in these situations 2eco)es ver- i)portantG hence the e)plo-ees )ust also 2e traine. at han.lin0 people 7ro) .iverse cultures at the sa)e ti)e ensurin0 e@ual treat)ent an. opportunities 7or all. /ne o7 the )ost i)portant 7actors that is o7ten 7or0otten 8hile .esi0nin0 the trainin0 pro0ra)s is the re@uire)ent o7 the e)plo-ees* the .esi0n o7 trainin0 pro0ra) shoul. 2e )a.e keepin0 in )in. the len0th o7 sta- in the host countr-* t-pe o7 7unction he ''
8ill have to per7or)* .e0ree o7 sociali1ation re@uire. 2- the e)plo-ee an. the personal characteristics o7 the e)plo-ees (e9traversion* interpersonal skills etc.). +ence cross-cultural trainin0 pro0ra) shoul. 2e custo)i1e. 7or each e)plo-ee to certain e9ten.. ItFs not onl- the e)plo-ee 8ho nee.s to 2e traine.G the 7a)il- o7 e)plo-ee shoul. also 2e traine. on certain issues like cultural .i77erences. Man- 7ir)s have starte. 0ivin0 .ue i)portance to the trainin0 o7 spouse 2ecause the sociali1ation o7 e9patriate an. ;o2 success to a lar0e e9tent 8ill .epen. upon sociali1ation o7 his 7a)il-.
T&% Training M%t&ods
The cross-cultural trainin0 evolve. 8ith usa0e o7 lecture )etho. (ori0inate. 7ro) universit- o7 Illinois- as re7erre. 2- ,ha8uk an. ,rislin* '"""). This .evelop)ent 8as 7ollo8e. 2- usa0e o7 contrast A)erican )etho. 8hich 8as na)e. as this )etho. 8as use. to train 7or contrastin0 cultural e9periences. The scenarios an. cultural assi)ilators 8ere later a..itions to the )etho.s. The sel7 re7erence criterion )etho. 8as .evelope. 7ro) cultural anal-sis s-ste) .evelope. in 3455. The 7irst usa0e o7 the cultural assi)ilators 8as on the A)erican sol.iers in 34('. The e9istence o7 cultural 0eneral assi)ilator is relativel- ne8 8ith usa0e startin0 in 34#5. The e9periential an. area si)ulation 8ere .evelope. in ("Fs. The various cross-cultural trainin0 )etho.s can 2e e9plaine. as 7ollo8s (as .escri2e. 2- ,ha8uk an. ,rislin* '"""): 3. -ultural assimilator) The cultural assi)ilator is a tool that consists o7 a nu)2er o7 real li7e scenarios .escri2in0 pu11lin0 cross-cultural interactions an. e9pectations. The scenarios here can 2e .e7ine. as critical inci.ents 8hich
'&
.escri2e
interactions
2et8een
host
an.
e9patriates
8hich
involve
)isun.erstan.in0 relate. to cultural .i77erences. '. -ontrast +merican method# This )etho. involves .e)onstration o7 2ehaviors that are co)pletel- oppose. to 8hat is seen in the current conte9t o7 culture. This 8as use. 2- Ste8art in A)erica to train people 0oin0 a2roa. hence 8as na)e. contrast A)erican. &. Self reference criterion 4SR-5# Cnconscious re7erence to oneFs o8n cultural values in co))unication 8ith people 8ho are 7ro) other cultures. This )etho. 8as .evelope. 2- Lee (3455)* 8ho propose. 6 step proce.ure to overco)e sel7 re7erence criteria. The 7irst step involves .e7inin0 an- pro2le) o7 situation in ter)s o7 the e9patriateFs o8n culture* 7ollo8e. 2- .e7inition in the ter)s o7 host culture. The 2ias create. 2- SR= is anal-1e. an. re)ove. in thir. sta0e 8hich is 7ollo8e. 2- solution o7 the si)pli7ie. 2usiness pro2le). 6. +rea simulation# The si)ulation is creatin0 natural situation o7 interaction 8ith people 7ro) other culture. This can 2e achieve. usin0 so)e actors 8ho 8ill interact 8ith the trainee accor.in0 to so)e pre.e7ine. script. %. -ultural self a"areness model# The cultural a8areness )o.el inclu.es usa0e o7 vi.eo tapes 8ith the)es an. role pla-s. I7 the trainee is a2le to un.erstan. ho8 his culture is .i77erent he 8oul. 2e a2le to accept the .i77erences encountere. in the real li7e interactions in a 2etter )anner. The stu.- 2- =ali0iuri et. al.*'""3 re7ers to the stu.- 2- ,rislin et al(34#&) outline. the 7re@uentluse. cross-cultural trainin0 )etho.olo0ies .urin0 earl- 4"Fs: i. QBact-oriente. trainin0G ii. Attri2ution trainin0* associate. 8ith the culture assi)ilator to ena2le trainees to internali1e values an. stan.ar.s o7 the host cultureG iii. =ultural a8areness trainin0* the stu.- o7 the traineeFs ho)e culture an. its e77ect on his$her 2ehavior to ena2le the trainee to un.erstan. the nature o7 cultural .i77erencesG iv. =o0nitive-2ehavior )o.i7ication* to assist trainees to 2e a2le to o2tain re8ar.s an. avoi. punish)ent in the host cultureG '6
v. ?9periential learnin0* active participation learnin0 a2out a speci7ic host cultureG an. vi. Interaction learnin0* 7or trainees to 7eel )ore co)7orta2le 8ith host nationals an. to learn .etails a2out li7e in the host countr-. Lan0ua0e trainin0 ai.s in co))unications .e)onstrate an attitu.e o7 atte)ptin0 to learn a2out the host culture ena2les one to 2e polite an. per)its un.erstan.in0R.
D%(ining E91atriat% Co+1%t%n'i%s
The e9patriates nee. to per7or) the sa)e set o7 7unctions 2ut in a co)pletel- .i77erent environ)ent 8hich can cause lot o7 stress to the person. The cultural stress 8ill have si0ni7icant i)pact on various aspects o7 the ;o2 relate. 2ehavior. Most o7 the e9patriate 7ailures are relate. lack o7 a.;ust)ent in ne8 culture. +ence 8hile .e7inin0 the co)petencies 7or the e9patriates hu)an resource pro7essionals also nee. to assess the so7t skills o7 e)plo-ees 8hich 8ill 2e han.- in the ne8 environ)ent like tolerance o7 cultural .i77erence* a2ilit- to a.apt ne8 culture an. interpersonal relationships. The cross-cultural skills re@uire. 7or success7ul e9patriate assi0n)ent can 2e liste. 2roa.l- as (+o7ste.e* '""3): 3. The capacit- to co))unicate respect '. The capacit- to 2e non ;u.0)ental &. The capacit- to un.erstan. relativit- o7 oneFs o8n kno8le.0e an. perception 6. The capacit- to .ispla- e)path'%
%. The capacit- to 2e 7le9i2le 5. Tolerance 7or a)2i0uitThe 7ocus is clearl- on the so7t skills an. e)otional )aturit-. The people un.ertakin0 7orei0n assi0n)ents )ust 2e )ature an. sta2le enou0h to accept the e9istence o7 cultural .i77erences. Theshoul. also 2e a2le to un.erstan. the conte9t o7 various situations an. happenin0* 8hich calls 7or o2;ective evaluation o7 a situation 8ithout 2rin0in0 in oneFs o8n 2iases an. perceptions. The crosscultural co)petencies have can 2e vie8e. as co)2ination o7 three .i77erent .i)ensions that are sel7)aintenance .i)ension ()ental health* ps-cholo0ical 8ell-2ein0* stress re.uction an. sel7 con7i.ence)* relationship .i)ension (a2ilit- to 7oster relationship 8ith the people o7 host nations an. perceptual .i)ension (perceptions o7 host nationFs culture an. its social s-ste)s. Thus perceptions have 2een 0iven an i)portant role in .e7inin0 co)petencies. Most o7ten e)plo-ees ten. to )ake perceptions 2ase. little in7or)ation the- receive throu0h the )e.ia or stories. This lea.s to 0eneral stereot-pin0 causin0 7or)ation o7 8ron0 notions a2out the host culture. The e)plo-ee shoul. instea. 7or) opinions an. 2elie7s relate. to the host nation onl- a7ter spen.in0 consi.era2le a)ount o7 ti)e over there. The events 8hich are use. to 7or) these perceptions shoul. 2e seen in .epth usin0 the 2ack 0roun. in7or)ation like social value s-ste)* political s-ste) an. cultural values. /nl- then a clear picture o7 host nation culture 8ill e)er0e. The e)plo-ees on e9patriate assi0n)ents )ust 2e a2le to .eco.e various ver2al an. non-ver2al 8a-s o7 co))unication use. in the ne8 culture an. 8ork in unstructure. an. a)2i0uous situations +ence the e)plo-ees shoul. have the a2ilit- to @uestion the perceptions an. resolve con7licts arisin0 out o7 the cultural .i77erences. The stress )ana0e)ent skills have 2een 0iven i)portance 2ecause the cultural .i77erences an. lack o7 proper sociali1ation alon0 8ith cultural shock causes stress on the e9patriates. The stress )i0ht also arise 7ro) livin0 at a .istance 7ro) the 7a)il-.
'5
International ,usiness ?ti@uette Tips 2- L-.ia Ra)seTo sa- that to.a-Ds 2usiness environ)ent is 2eco)in0 increasin0l- )ore 0lo2al is to state the o2vious. Meetin0s* phone calls an. con7erences are hel. all over the 8orl. an. atten.ees can co)e 7ro) anpoint on the 0lo2e. /n an- 0iven 2usiness .a- -ou can 7in. -oursel7 .ealin0 7ace-to-7ace* over the phone* 2- e-)ail an.* on rare occasions* 2- postal letter 8ith people 8hose custo)s an. cultures .i77er -our o8n. Tou )a- never have to leave ho)e to interact on an international level. Ehile the ol. a.a0e HEhen in Ro)e* .o as the Ro)ans .oH still hol.s true* 2usiness clients an. collea0ues 8ho are visitin0 this countr- shoul. 2e treate. 8ith sensitivit- an. 8ith an a8areness o7 their uni@ue culture. Not to .o -our ho)e8ork an. put -our 2est international 7oot 7or8ar. can cost -ou relationships an. 7uture 2usiness. /ne s)all )isstep such as usin0 7irst na)es inappropriatel-* '(
not o2servin0 the rules o7 ti)in0 or sen.in0 the 8ron0 color 7lo8er in the 8elco)e 2ou@uet can 2e costl-. There is no one set o7 rules that applies to all international visitors so .o the research 7or each countrthat -our clients represent. That )a- soun. like a .auntin0 task* 2ut taken in s)all steps* it is )ana0ea2le an. the re8ar.s are 8orth the e77ort. • Building r%lations&i1s Be8 other people are as ea0er to 0et .o8n to 2usiness as 8e A)ericans. So take ti)e to 0et to kno8 -our international clients an. 2uil. rapport 2e7ore -ou rush to the 2otto) line. ,usiness relationships are 2uilt on trust that is .evelope. over ti)e* especiall- 8ith people 7ro) Asia an. Latin A)erica. • Dr%ssing 'ons%r0ati0%ly A)ericans like to .ress 7or 7ashion an. co)7ort* 2ut people 7ro) other parts o7 the 8orl. are 0enerall- )ore conservative. Tour choice o7 2usiness attire is a si0nal o7 -our respect 7or the other person or or0ani1ation. Leave -our tren.clothes in the closet on the .a-s that -ou )eet 8ith -our 7orei0n 0uests. • O*s%r0% t&% &i%rar'&y It is not al8a-s a si)ple )atter to kno8 8ho the hi0hest-rankin0 )e)2er is 8hen -ou are .ealin0 8ith a 0roup. To avoi. e)2arrass)ent* err on the si.e o7 a0e an. )asculine 0en.er* onl- i7 -ou are una2le to .iscover the protocol 8ith research. I7 -ou are interactin0 8ith the Aapanese* it is i)portant to un.erstan. that the- )ake .ecisions 2- consensus* startin0 8ith the -oun0er )e)2ers o7 the 0roup. ,- contrast* Latin people have a clear hierarch- that .e7ers to a0e. • Und%rstanding t&% &ands&a8% Eith a 7e8 e9ceptions* 2usiness people aroun. the 8orl. use the han.shake 7or )eetin0 an. 0reetin0. +o8ever* the A)erican st-le han.shake 8ith a 7ir) 0rip* t8o @uick pu)ps* e-e contact an. a s)ile is not universal. Oariations in han.shakes are 2ase. on cultural .i77erences* not on personalit- or values. The Aapanese 0ive a li0ht han.shake. Ger)ans o77er a 7ir) shake 8ith one pu)p* '#
an. the Brench 0rip is li0ht 8ith a @uick pu)p. Mi..le ?astern people 8ill continue shakin0 -our han. throu0hout the 0reetin0. !onDt 2e surprise. i7 -ou are occasionall- )et 8ith a kiss* a hu0* or a 2o8 so)e8here alon0 the 8a-. • Using titl%s and 'orr%'t (or+s o( addr%ss Ee are ver- in7or)al in the Cnite. States an. are @uick to call people 2- their 7irst na)e. Approach 7irst na)es 8ith caution 8hen .ealin0 8ith people 7ro) other cultures. Cse titles an. last na)es until -ou have 2een invite. to use the personDs 7irst na)e. In so)e cases* this )a- never occur. Cse o7 7irst na)es is reserve. 7or 7a)il- an. close 7rien.s in so)e cultures. Titles are 0iven )ore si0ni7icance aroun. the 8orl. than in the Cnite. States an. are another i)portant aspect o7 a..ressin0 2usiness people. ?arne. aca.e)ic .e0rees are ackno8le.0e.. Bor e9a)ple* a Ger)an en0ineer is a..resse. as H+err In0enieurH an. a pro7essor as H+err ro7essorH. Listen care7ull- 8hen -ou are intro.uce. to so)eone an. pa- attention to 2usiness car.s 8hen -ou receive the). • E9'&anging *usin%ss 'ards The ke- to 0ivin0 out 2usiness car.s in an- culture is to sho8 respect 7or the other person. resent -our car. so that the other person .oes not have to turn it over to rea. -our in7or)ation. Cse 2oth han.s to present -our car. to visitors 7ro) Aapan* =hina* Sin0apore* or +on0 Kon0. Ehen -ou receive so)eone elseDs 2usiness car.* al8a-s look at it an. ackno8le.0e it. Ehen -ou put it a8a-* place it care7ull- in -our car. case or 8ith -our 2usiness .ocu)ents. Stickin0 it hapha1ar.l- in -our pocket is .e)eanin0 to the 0iver. In )ost cases* 8ait until -ou have 2een intro.uce. to 0ive so)eone -our car.. • 3aluing ti+% Not ever-one in the 8orl. is as ti)e conscious as A)ericans. !onDt take it personall- i7 so)eone 7ro) a )ore rela9e. culture keeps -ou 8aitin0 or spen.s )ore o7 that co))o.it- than -ou nor)all- 8oul. in )eetin0s or over )eals. Stick to the rules o7 punctualit-* 2ut 2e un.erstan.in0 8hen -our contact 7ro) another countr- see)s unconcerne..
'4
•
-onoring s1a'% issu%s A)ericans have a particular value 7or their o8n ph-sical space an. are unco)7orta2le 8hen other people 0et in their real). I7 the international visitor see)s to 8ant to 2e close* accept it. ,ackin0 a8a- can sen. the 8ron0 )essa0e. So can touchin0. Tou shoul.nDt risk violatin0 so)eone elseDs space 2- touchin0 the) in an- 8a- other than 8ith a han.shake. Ehether the 8orl. co)es to -ou or -ou 0o out to it* the 0reatest co)pli)ent -ou can pa- -our international clients is to learn a2out their countr- an. their custo)s. Cn.erstan. .i77erences in 2ehavior an. honor the) 8ith -our actions. !onFt take o77ense 8hen visitors 2ehave accor.in0 to their nor)s.
Bollo8in0 shall help one avoi. e)2arrassin0 )o)ents: ? -a*its (ro+ -o+% /ne o7 the trickiest thin0s a2out 8orkin0 8ith 7orei0n counterparts is the risk that s)all* ever-.a- 0estures coul. 2e 8il.l- )isinterprete.. Bor e9a)ple* no..in0 -our hea. up an. .o8n in North A)erica si0ni7ies -our a0ree)ent 8ith a person. ,ut in ,ul0aria* the sa)e action 8oul. tell the person -ouDre )eetin0 8ith that -ouDre .isa0reein0 8ith the)U h-sical 0estures pla- an i)portant role 8hen )eetin0 in a 7orei0n countr-. Oisit the Ee2 o7 =ulture to 7in. out a2out the appropriate (an. inappropriate) 0estures o7 the nation -ouDre visitin0. ? Cultural Con0%ntions Ehat to 8ear* 8hich title to use* ho8 to ne0otiate an. 8hether or not to 2rin0 a 0i7t are ;ust so)e o7 the @uan.aries 2usiness travelers 7ace. Bor e9a)ple* Thailan.* itDs custo)ar- to e9chan0e 0i7ts .urin0 -our secon. 2usiness )eetin0. In =hina* ho8ever* 0i7t 0ivin0 is consi.ere. a 7or) o7 2ri2er- an. is actuall- ille0alU In North A)erica* itDs co))on to call 2usiness collea0ues 2- their 7irst na)es* 2ut this 8oul. 2e inappropriate in Aapan. Aapanese ac@uaintances shoul. al8a-s 2e a..resse. 2- their title or 2- their last na)e 8ith the pre7i9 san. +o8ever* the pre7i9 san shoul. not 2e use. 7or a chil.* spouse or an a2sent collea0ue. &"
Oisitin0 a 7orei0n culture can 2e 2e8il.erin0 7or even the )ost intrepi. 2usiness traveler. ? 3irtual 3%nu%s An. .onDt think -ou can i0nore 7orei0n eti@uette i7 -ouDre )eetin0 over the InternetU Oirtual )eetin0s still nee. to re7lect the custo)s an. tra.itions o7 the in.ivi.uals -ouDre )eetin0 8ith so )an- o7 the sa)e rules appl-. Oirtual )eetin0s also have the a..e. .i77icult- o7 not ph-sicall- 2ein0 8ith the people -ouDre )eetin0. A )isinterprete. sentence coul. lea. to a )a;or )isun.erstan.in0 8ith no chance 7or re2uttal. The sa7est practice 8hen 8orkin0 a2roa. is to .o -our 2est to Hact localH. ,- 7ollo8in0 this )antra -ou can 2e con7i.ent that -our overseas )eetin0s 8ill 2e success7ul an. -ours hosts 8ill appreciate -our cultural sensitivit- an. 8ill.
Tips 7or ,usiness Gi7t Givin0
Throu0hout the -ear -ou have 8orke. to .evelop stron0 2usiness relationships. The holi.a- season o77ers an appropriate ti)e 7or sa-in0 thank -ou an. enhancin0 these relationships. +oli.a- 0i7t 0ivin0 has 2eco)e a tra.ition in the 2usiness 8orl.. More an. )ore 2usinesses are reali1in0 the i)portance o7 such a 0esture. A seasonal Hthank -ouH 0i7t can conve- 0oo.8ill as 8ell as ackno8le.0e an. e9press -our appreciation to clients* custo)ers an. associates. +an.le. appropriatel-* the i)pact 7or -our 2usiness can 2e ver- 2ene7icial. Gi7t 0ivin0 shoul. 2e .one onl- i7 -ou currentl- .o 2usiness 8ith the or0ani1ation. Sen.in0 a 0i7t 8hen -ou are in the 2i..in0 process* or in ne0otiations on a contract )a- 2e )isinterprete. as 2ri2eror an atte)pt to 0ain inappropriate in7luence. &3
3. Tour relationship 8ith the recipient shoul. pla- an i)portant part in the 0i7t 0ivin0 .ecision. I7 -our client is .istant or not particularl- 7rien.l-* .o not assu)e the 0i7t 8ill stren0then the relationship. '. Avoi. alcohol unless -ou kno8 the recipient on a close personal 2asis. Manpeople have reli0ious an.$or personal issues 8ith alcohol. &. I7 -ou have contact 8ith )an- people in the co)pan-* consi.er sen.in0 a 0i7t suita2le 7or sharin0 8ithin an o77ice settin0. A 7oo. 2asket or other 0our)et 7oo. 0i7t is appropriate. Make certain the ite)s .o not re@uire preparation* are non-perisha2le* an. are securel- packa0e. i7 ship)ent is re@uire.. 6. I7 the 0i7t is 7or an in.ivi.ual* tr- to tailor the 0i7t to the in.ivi.ualDs ho22ies or interests. Make certain the 0i7t cannot in an- 8a- 2e )isconstrue. as Htoo personalH* especiall- across 0en.er lines. %. Keep lo0o on 0i7t ite)s s)all M .iscreet so as not to appear as an a.vertise)ent. !o not put a lo0o on a 0i7t i7 -ou 8ant to create the i)pression that the 0i7t is co)in0 7ro) -ou personall-. 5. Ehen possi2le* personal or )essen0er .eliver- is pre7era2le. Ehen this is not practical* )ake certain that 0i7ts are acco)panie. 2- a 2rie7* personali1e.* han.8ritten note or si0nature. (. Make -our 0i7t stan. out 7ro) the rest 2- sen.in0 it as a Thanks0ivin0 or Ne8 TearDs 0i7t. a. Thanks0ivin0: Tours 8ill 2e the 7irst 0i7t to arrive* Thanks0ivin0 has no reli0ious connotations* an. 8hat 2etter ti)e to sa- HThank Tou.H 2. Ne8 TearDs: A7ter all the e9cite)ent an. part-in0 has en.e.* an. ever-one is 2ack to 8ork* -our 0i7t* 8ith a note 8ishin0 HA +app-* +ealth- M rosperous Ne8 TearUH 8ill 2e a nice surprise. #. =heck the corporate polic-. Lar0e co)panies )a- have a no 0i7t polic-. hone the ersonnel !ept. o7 a co)pan- 7or their 0ui.elines. I7 -ou have an- concerns a2out the appropriateness o7 0ivin0 a 0i7t* or ho8 it )i0ht 2e construe.* reconsi.er. =hoose a 2eauti7ul car. an. 8rite a personal note. Sen. a .onation to charit-. Al8a-s &'
0uar. a0ainst even the appearance o7 i)propriet-. It can onl- hurt a 2usiness relationship...it 8ill never help. K,asket =aravanL
&&
China
KRe. 8ith a lar0e -ello8 7ive-pointe. star an. 7our s)aller -ello8 7ive-pointe. stars (arran0e. in a vertical arc to8ar. the )i..le o7 the 7la0) in the upper hoist-si.e cornerL
Country China *
PDI 80
IDV 20
MAS 66
UAI 30
LTO 118
Geert +o7ste.e anal-sis 7or =hina has Lon0-ter) /rientation (LT/) the hi0hest-rankin0 7actor (33#)* 8hich is true 7or all Asian cultures. This !i)ension in.icates a societ-Ds ti)e perspective an. an attitu.e o7 perseverin0G that is* overco)in0 o2stacles 8ith ti)e* i7 not 8ith 8ill an. stren0th. The =hinese rank lo8er than an- other Asian countr- in the In.ivi.ualis) (I!O) rankin0* at '" co)pare. to an avera0e o7 '6. This )a- 2e attri2ute.* in part* to the hi0h level o7 e)phasis on a =ollectivist societ- 2- the =o))unist rule* as co)pare. to one o7 In.ivi.ualis).
&&
The lo8 In.ivi.ualis) rankin0 is )ani7est in a close an. co))itte. )e)2er D0roupD* 2e that a 7a)il-* e9ten.e. 7a)il-* or e9ten.e. relationships. Lo-alt- in a collectivist culture is para)ount. The societ7osters stron0 relationships 8here ever-one takes responsi2ilit- 7or 7ello8 )e)2ers o7 their 0roup. =hinaFs reli0ion is o77iciall- .esi0nate. as Atheist 2- the State* althou0h the concepts an. teachin0s o7 the ancient =hinese philosopher =on7ucius (%"",=) are 8oven into the societ- at lar0e. So)e reli0ious practice is accepta2le in =hinaG ho8ever* the 0overn)ent sets ri0i. li)its.
Making appointments
? ? ? ,ein0 late 7or an appoint)ent is consi.ere. a serious insult in =hinese 2usiness culture. The 2est ti)es 7or sche.ulin0 appoint)ents are April to Aune an. Septe)2er to /cto2er. ,usiness an. 0overn)ent hours are #:"" a.). to %:"" p.).* Mon.a- throu0h Satur.a-. There is* ho8ever* a 7ive-.a- 8ork 8eek in lar0er cities. !o avoi. plans to visit 0overn)ent o77ices on Bri.a- a7ternoon* 2ecause this is so)eti)es reserve. 7or Dpolitical stu.-in0D o7 the o77icials. ? Most =hinese 8orkers take a 2reak 2et8een 3':"" p.).- ':"" p.). racticall- ever-thin0 Hshuts .o8nH .urin0 this perio.* inclu.in0 elevator an. phone services. ? Ehen sche.ulin0 -our appoint)ents* 2e sensitive to holi.a-s such as =hinese Ne8 Tear. !urin0 Ma- !a-* or the National !a-* )an- 2usinesses 8ill 2e close. 7or up to a 8eek .urin0 this perio.. The .ate o7 this occasion varies 7ro) -ear to -ear .ue to an o77icial a.visor- to allo8 the lon0 holi.a-s.
Guidelines for business dress
? In =hinese 2usiness culture* conservative suits an. ties in su2.ue. colors are the nor). ,ri0ht colors o7 an- kin. are consi.ere. inappropriate. ? Eo)en shoul. 8ear conservative suits or .ressesG a 2louse or other kin. o7 top shoul. have a hi0h neckline. Stick 8ith su2.ue.* neutral* colors such as 2ei0e an. 2ro8n. ,ecause o7 the e)phasis on conservative* )o.est* .ress in =hinese 2usiness culture* 7lat shoes or ver- lo8 heels are the )ain 7oot8ear options 7or 8o)en. This is true especiall- i7 -ou are relativel- )uch taller than -our hosts. +i0h heels are accepta2le onl- at a 7or)al reception hoste. 2- a 7orei0n .iplo)at.
&6
?
Men shoul. 8ear suits an. ties to 7or)al eventsG tu9e.oes are not a part o7 =hinese 2usiness culture. Aeans are accepta2le casual 8ear 7or 2oth )en an. 8o)en. Shorts are reserve. 7or e9ercise.
? ?
,e7ore -our visit* it 8ill 2e a 0oo. i.ea to prepare -oursel7 2- stu.-in0 aspects o7 =hinese culture* histor-* an. 0eo0raph-. Tour hosts 8ill appreciate -our initiative. ? Ne0ative replies are consi.ere. i)polite. Instea. o7 sa-in0 DnoD* ans8er D)a-2eD* DIDll think a2out itD* or DEeDll seeD an. 0et into speci7ics later. ? Tou )a- 2e aske. intrusive @uestions concernin0 -our a0e* inco)e* an. )arital status. I7 -ou .onDt 8ant to reveal this in7or)ation* re)ain polite an. 0ive an unspeci7ic ans8er. ? Make an e77ort to learn an. use at least a 7e8 8or.s in =hineseG -our initiative 8ill 2e notice. an. appreciate.. Make sure -ou kno8 the )eanin0 an. appropriate occasions 7or 8hat -ou sa-. ? !urin0 a )eal* e9pressin0 enthusias) a2out the 7oo. -ou are eatin0 is a 8elco)e* an. usualle9pecte.* topic o7 conversation. ? DS)all talkD is consi.ere. especiall- i)portant at the 2e0innin0 o7 a )eetin0G an- o7 the topics su00este. in the ne9t set o7 points 8ill 2e appropriate 7or this occasion.
Addressing others with respect
=hinese na)es appear in a .i77erent or.er than Eestern na)es. ?ach person has* in this or.er* a 7a)il-* 0enerational* an. 7irst na)e. Generational an. 0iven na)es can 2e separate. 2- a space or a h-phen* 2ut are 7re@uentl- 8ritten as one 8or.. The 0enerational .esi0nation is usuall- the 7irst 8or. o7 a t8o8or.e. 7irst na)e. Most )o.ern =hinese 7irst na)es are sin0le 8or.e.. Most people shoul. 2e a..resse. 8ith a title an. their last na)e. I7 a person .oes not have a pro7essional title* use QMr.R* QMa.a)R* QMissR* plus the last na)e. A )arrie. =hinese 8o)an usuall- retains her )ai.en na)eG she 8ill use her hus2an.Ds last na)e on occasions 7or 7or)al a..ressin0 onl-. Man- =hinese a.opt an ?n0lish 7irst na)e to )ake it easier 7or North A)ericans an. other Eesterners to a..ress the). Tou can e9pect to hear so)e rather o.. an. rare ?n0lish na)es as the- tr- har. to 2e .i77erent 7ro) others. Cnless -ouDre a =o))unist* never re7er to so)eone as Q=o)ra.e.R
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Selecting and presenting an appropriate business gift
? Lavish 0i7t 0ivin0 8as an i)portant part o7 =hinese culture in the past. To.a-* o77icial polic- in =hinese 2usiness culture 7or2i.s 0ivin0 0i7tsG this 0esture is consi.ere. 2ri2er-* an ille0al act in this countr-. =onse@uentl-* -our 0i7t )a- 2e .ecline.. ? I7 -ou 8ish to 0ive a 0i7t to an in.ivi.ual* -ou )ust .o it privatel-* in the conte9t o7 7rien.ship* not 2usiness. ? The =hinese 8ill .ecline a 0i7t three ti)es 2e7ore 7inall- acceptin0* so as not to appear 0ree.-. Tou 8ill have to continue to insist. /nce the 0i7t is accepte.* e9press 0ratitu.e. Tou 8ill 2e e9pecte. to 0o throu0h the sa)e routine i7 -ou are o77ere. a 0i7t. ? In the presence o7 other people* never present a valua2le 0i7t to one person. This 0esture 8ill cause onl- e)2arrass)ent* an. possi2l- even pro2le)s 7or the recipient* 0iven the strict rules a0ainst 2ri2er- in =hinese 2usiness culture. ? Givin0 a 0i7t to the entire co)pan-* rather than an in.ivi.ual* can 2e accepta2le in =hinese 2usiness culture as lon0 as -ou a.here to the 7ollo8in0 rules: • • • • All 2usiness ne0otiations shoul. 2e conclu.e. 2e7ore 0i7ts are e9chan0e.. Speci7- that the 0i7t is 7ro) the co)pan- -ou represent. I7 -ou can* e9plain the )eanin0 o7 the 0i7t to the receiver. resent the 0i7t to the lea.er o7 the =hinese ne0otiatin0 tea). !o not 0et an-thin0 that is o2viousl- e9pensive* so that the co)pan- 8ill not 7eel o2li0e. to reciprocate.
What you should know before negotiating
? TouDll 7in. it 2ene7icial to 2rin0 -our o8n interpreter* i7 possi2le* to help -ou un.erstan. the su2tleties o7 ever-thin0 2ein0 sai. .urin0 )eetin0s. ? Speak in short* si)ple* sentences 7ree o7 ;ar0on an. slan0. ause 7re@uentl-* so that people 8ill 2e a2le to un.erstan. ever-thin0 -ouDve sai.. ? ? ? Tou 8ill have to )ake presentations to .i77erent levels o7 the or0ani1ation. ,e7ore -ou arrive* have at least '" copies o7 -our proposal rea.- 7or .istri2ution. rinte. presentation )aterials o7 an- kin. shoul. 2e onl- in 2lack an. 8hite. &5
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Generall-* the =hinese treat Qoutsi.eR in7or)ation 8ith caution. ,elie7 in the =o))unist part- line 8ill 2e a .o)inant in7luence in all ne0otiations. ?)pirical evi.ence an. other o2;ective 7acts 8ill 2e accepte. onl- i7 the- .o not contra.ict =o))unist part- .octrine an. oneDs 7eelin0s. The =hinese are ver- keen a2out e9chan0in0 2usiness car.s* so 2e sure to 2rin0 a plenti7ul suppl-. ?nsure that one si.e is in ?n0lish an. the other is in =hinese* pre7era2l- in the local .ialect. Inclu.e -our pro7essional title on -our 2usiness car.* especiall- i7 -ou have the senioritto )ake .ecisions. In =hinese 2usiness culture* the )ain point o7 e9chan0in0 2usiness car.s is to .eter)ine 8ho 8ill 2e the ke- .ecision-)akers on -our si.e. I7 -our co)pan- is the ol.est or lar0est in -our countr-* or has another presti0ious .istinction* ensure that this is state. on -our car.. ItDs an asset to have -our 2usiness car.s printe. in 0ol. ink. In =hinese 2usiness culture* 0ol. is the colour o7 presti0e* prosperit-. resent -our car. 8ith t8o han.s* an. ensure that the =hinese si.e is 7acin0 the recipient. Ehen receivin0 a 2usiness car.* )ake a sho8 o7 e9a)inin0 it care7ull- 7or a 7e8 )o)entsG then* care7ull- place it into -our car. case or on the ta2le* i7 -ou are seate. at one. Not rea.in0 a 2usiness car. that has 2een presente. to -ou* then stu77in0 it .irectl- into -our 2ack pocket* 8ill 2e a 2reach o7 protocol. /nl- the senior )e)2ers o7 -our 0roup are e9pecte. to lea. the .iscussion. Interruptions o7 ankin. 7ro) su2or.inates are consi.ere. shockin0 2- the =hinese. In =hinese 2usiness culture* hu)ilit- is a virtue. ?9a00erate. clai)s are re0ar.e. 8ith suspicion an.* in )ost instances* 8ill 2e investi0ate.. The =hinese 8ill not .irectl- sa- QnoR to -ou. Instea.* a)2ivalent ans8ers such as QperhapsR* QID) not sureR* QIDll think a2out itR* or QEeDll seeR usuall- )ean Qno.R The =hinese ten. to e9ten. ne0otiations 8ell 2e-on. the o77icial .ea.line to 0ain a.vanta0e. /n the 7inal .a- o7 -our visit* the- even )a- tr- to rene0otiate ever-thin0. At the en. o7 a )eetin0* -ou are e9pecte. to leave 2e7ore -our =hinese counterparts. Tou )a- have to )ake several trips to =hina to achieve -our o2;ectives. =hinese 2usinesspeople pre7er to esta2lish a stron0 relationship 2e7ore closin0 a .eal.
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Entertaining for business success
? ,usiness lunches are 0ro8in0 in popularit- here. ,usiness 2reak7asts* ho8ever* are not a part o7 =hinese 2usiness culture* e9cept in Guan0.on0* +an01hou an. Bu;ian province 8here the DMornin0 TeaD is ver- popular. ? ,an@uets are hoste. 8ith var-in0 .e0rees o7 e9trava0ance* usuall- in a restaurant. Eait to 2e seate.* as there is a seatin0 eti@uette 2ase. on hierarch- in =hinese 2usiness culture. ? ? ,usiness is not .iscusse. .urin0 the )eal. It is not unco))on 7or a host to or.er enou0h 7oo. 7or ten people at a ta2le o7 7ive. !urin0 a )eal* as )an- as '"-&" courses can 2e serve.* so tr- not to eat too )uch at once. The 2est polic- is to li0htl- sa)ple each .ish. ? Leavin0 a Dclean plateD is perceive. to )ean that -ou 8ere not 0iven enou0h 7oo.--a terri2le insult here. ? /ne i)portant part o7 =hinese 2usiness entertainin0 is a tea .rinkin0 ritual kno8n as D-u) cha.D It is use. to esta2lish rapport 2e7ore a )eetin0 or .urin0 )eals. ? It 8ill 2e appreciate. i7 -ou use chopsticks. Ehen -ou are 7inishe. eatin0* place -our chopsticks on the ta2le or a chopstick rest. lacin0 -our chopsticks parallel on top o7 -our 2o8l is 2elieve. to 2rin0 2a. luck. Stickin0 -our chopsticks strai0ht up in -our rice 2o8l is consi.ere. ru.e 2ecause in this position* the- rese)2le the ;oss sticks that are use. in =hinese reli0ious rituals. !o not put the en. o7 the chopstick in -our )outh. Tr- not to .rop -our chopsticks* as this is consi.ere. a si0n o7 2a. luck. Ehen eatin0 rice* 7ollo8 =hinese custo) 2- hol.in0 the 2o8l close to -our )outh. ? Toothpicks are usuall- o77ere. 2et8een courses an. at the conclusion o7 a )eal. Ehen usin0 a toothpick* cover -our )outh 8ith -our 7ree han. 7or conceal)ent. ? ? ? ,e7ore s)okin0* itDs polite to o77er ci0arettes to those in -our co)pan-. In accor.ance 8ith =hinese 2usiness eti@uette* the host 8ill not initiate the 0uestsD .eparture. Tippin0 is 0enerall- consi.ere. an insult in =hina. Most 0overn)ent operate. hotels an. restaurants prohi2it acceptance o7 tips. Bollo8 =hinese 2usiness protocol an. reciprocate 8ith a 2an@uet o7 the sa)e valueG never surpass -our host 2- arran0in0 a )ore lavish 0atherin0. &#
Acceptable public conduct
? The =hinese 8ill so)eti)es no. as an initial 0reetin0. ,o8in0 is sel.o) use. e9cept in cere)onies. +an.shakes are also popularG 8ait* ho8ever* 7or -our =hinese counterpart to initiate the 0esture. ? ? Avoi. )akin0 e9pansive 0estures an. usin0 unusual 7acial e9pressions. The =hinese .o not use their han.s 8hen speakin0* an. 8ill onl- 2eco)e anno-e. 8ith a speaker 8ho .oes. ? The =hinese* especiall- those 8ho are ol.er an. in positions o7 authorit-* .islike 2ein0 touche. 2- stran0ers. ? S)ilin0 is not as noticea2le in =hina* since there is a heav- e)phasis on repressin0 e)otion.
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MALAYSIA
K36 e@ual hori1ontal stripes o7 re. (top) alternatin0 8ith 8hite (2otto))G there is a 2lue rectan0le in the upper hoistsi.e corner 2earin0 a -ello8 crescent an. a -ello8 36pointe. starG the crescent an. the star are tra.itional s-)2ols o7 Isla)G the .esi0n 8as 2ase. on the 7la0 o7 the CSL
Country Malaysia
PDI 3"6
ID3 '5
MAS %"
UAI &5
Mala-sia is a constitutional )onarch- 8ith an electe. 7e.eral parlia)entar- 0overn)ent. The countris co)prise. o7 3& states* 33 on the Mala- eninsula an. t8o* Sa2ah an. Sara8ak* on the islan. o7 ,orneo. There is also a 7e.eral .istrict* 8hich contains the capital cit- o7 Kuala Lu)pur* the a.)inistrative center o7 utra;a-a* an. the islan. o7 La2uan (locate. o77 the south8est coast o7 Sa2ah). Mala-sia is a )ulti-ethnic countr- o7 '( )illion people. Mala-s 7or) the pre.o)inant ethnic 0roup. The t8o other lar0e ethnic 0roups in Mala-sia are =hinese an. In.ians. Isla) is the national reli0ion. ,ahasa Mala-sia is the o77icial lan0ua0e* althou0h ?n0lish is 8i.el- spoken.
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Mala-sia has one o7 the hi0hest ranks on the !I 8hich sho8s hi0h .ivi.e 2et8een the rich an. the poor. The co)2ination o7 these t8o hi0h scores (CAI) an. ( !I) create societies that are hi0hl- ruleoriente. 8ith la8s* rules* re0ulations* an. controls in or.er to re.uce the a)ount o7 uncertaint-* 8hile ine@ualities o7 po8er an. 8ealth have 2een allo8e. to 0ro8 8ithin the societ-. These cultures are )ore likel- to 7ollo8 a caste s-ste) that .oes not allo8 si0ni7icant up8ar. )o2ilit- o7 its citi1ens. Ehen these t8o !i)ensions are co)2ine.* it creates a situation 8here lea.ers have virtuall- ulti)ate po8er an. authorit-* an. the rules* la8s an. re0ulations .evelope. 2- those in po8er* rein7orce their o8n lea.ership an. control. It is not unusual 7or ne8 lea.ership to arise 7ro) ar)e. insurrection N the ulti)ate po8er* rather than 7ro) .iplo)atic or .e)ocratic chan0e.
Making appointments
? All correspon.ence 8ith 0overn)ent o77icials )ust 2e in the lan0ua0e o7 ,ahasa Mala-sia. I7 -ou 8ish* provi.e an acco)pan-in0 translation in ?n0lish. ? Althou0h )ost Mala-s are Musli)* not all o7 Mala-sia 7ollo8s the tra.itional Isla)ic 8orkin0 8eek in 8hich Bri.a- is the Isla)ic hol- .a- an. the 8eeken. takes place on Thurs.a- an. Bri.a-. ? The Mala-sian capital cit-* Kuala Lu)pur* is in the state o7 Selan0or* 8here the 8orkin0 8eek is Mon.a- throu0h Bri.a-. ? Stan.ar. 2usiness hours are #:"" a.). to %:"" p.). Mon.a- throu0h Bri.a-G o77ices are so)eti)es open hal7 a .a- on Satur.a-* usuall- in the )ornin0. ? Since )ost o7 the countr- is Musli)* it 8oul. 2e sensi2le to sche.ule )eetin0s aroun. pra-er ti)es. Bor e9a)ple* Bri.a- at noon is a particularl- 2us- ti)e 7or pra-ers. Moreover* )anco)panies close their o77ices on Bri.a- a7ternoons. ? Tr- to sche.ule appoint)ents at least t8o 8eeks in a.vance. I7 -ou have not -et arrive. in Mala-sia* itDs a 0oo. polic- to sche.ule the) a )onth ahea. o7 ti)e. Mala-sian e9ecutives ten. travel 7re@uentl-* )ainl- to con7erences in their area o7 pro7essional interest.
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Govern)ent o77ice hours are t-picall- #:&" a.). to 6:6% p.). Also* 0overn)ent o77ices are open on Satur.a-s 7ro) #:&" a.). until 3':"" p.).G in the )ore o2servant Musli) states* the- are open Thurs.a- 7ro) #:&" a.). to noon.
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Store hours var-. Most stores open 7ive or si9 .a-s a 8eek* 7ro) 4:"" a.). or 3":"" a.).* an. 8ill close at 5:"" p.). or
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+oli.a-s in Mala-sia var- 7ro) state to state. The o2servant Musli) states .o not cele2rate annon-Isla)ic holi.a-s such as =hrist)as an. ?aster.
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The )a;orit- o7 Mala-sian 2usinesspeople are =hineseG -ou can e9pect the) to 2e punctual. Most 0overn)ent o77icials* ho8ever* are ethnic Mala-s 8ho have )ore o7 a rela9e. attitu.e to8ar. ti)e. Althou0h 2usiness travelers are e9pecte. to 2e on ti)e* an ethnic Mala- )a- not necessaril- .o the sa)e.
Making appointments
The In.ian )inorit-Ds perspective on ti)e is si)ilar to that o7 the Mala-s. Nevertheless* the In.ian pro7essionals -ou )a- encounter 8ill e9pect punctualit-. Althou0h punctualit- is not al8a-s a priorit- in Mala-sia* -ou shoul. still arrive on ti)e 7or appoint)ents. ?ven i7 -ou kno8 -ou are 0oin0 to 2e kept 8aitin0* )ake an e77ort to arrive on ti)e. Moreover* )akin0 a Mala-sian e9ecutive 8ait can result in Qloss o7 7ace*R 8hich has ne0ative conse@uences in this culture. Alcohol 8ill not 2e serve. at an- social event hoste. 2- o2servant Musli)s. Since there 8onDt 2e a Qcocktail hourR on these occasions* e9pect that the )eal 8ill 2e serve. close to the ti)e 0iven on the invitation.
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Guidelines for business dress
Mala-sia is incre.i2l- hot an. hu)i. throu0hout the -ear. The te)perature ran0es 7ro) (%-4% B an. hu)i.it- 2et8een 5" an. ("V. The )onsoon season runs 7ro) Septe)2er throu0h !ece)2er* 2ut su..en sho8ers occur all -ear lon0. Man- people carr- an u)2rella ever- .a-. ? ? ? ,e sure to pack li0ht 8ei0ht 7a2rics. Avoi. 8earin0 -ello8 2ecause it is the color reserve. 7or Mala-sian ro-alt-. As a 7orei0ner* -ou shoul. .ress )ore conservativel- until -ou are sure certain o7 the .e0ree o7 7or)alit- e9pecte.. ? ,ecause o7 the heat an. hu)i.it-* 2usiness .ress in Mala-sia is o7ten casual. Stan.ar. 7or)al o77ice 8ear 7or )en is .ark trousers an. a li0ht-coloure. lon0-sleeve. shirt an. tie* 8ithout a ;acket. Man- 2usiness)en 8ear a short-sleeve. shirt 8ith no tie. The sa7est option 7or a )ale 2usiness traveler is to 8ear a suit ;acket an. tie* an. re)ove the) i7 it see)s appropriate. ? Stan.ar. 2usiness attire 7or 8o)en inclu.es .resses an. li0ht-coloure.* lon0-sleeve. 2louses an. skirts. ? Eo)en )ust 2e sensitive to Musli) an. +in.u 2elie7s* an.* conse@uentl-* 8ear 2louses that cover at least their upper ar)s. Skirts shoul. 2e knee-len0th or lon0er. In Mala-sia* clothin0 st-les 7or 2usiness8o)en ten. to 2e 7rill- an. orna)ental. ? ? Shorts shoul. 2e avoi.e.. Re0ar.less o7 8hat -ou choose to 8ear* )ake the e77ort to )aintain a clean* 8ell-0roo)e. appearance. Moreover* 2athe several ti)es a .a- i7 necessar-.
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Welcome topics of conversation
,e a8are that in Mala-sia* itDs per7ectl- accepta2le to ask people @uestions a2out their 8ei0ht* inco)e* )arital status* an. relate. su2;ects. Moreover* -ou )a- even 2e su2;ecte. to these @uestionsU I7 -ou .onDt 8ish to ans8er personal in@uiries* si.e-step these @uestions as 0raciousl- as possi2le. Re0ar.less* .o not e9press anno-ance* outra0e* or si)ilar 7eelin0s that 8ill cause the @uestioner to Qlose 7ace.R
Respectfully addressing others
A..ressin0 Mala-sians properl- can 2e .i77icult* especiall- 7or Eesterners un7a)iliar 8ith the na)in0 patterns o7 the countr-Ds various ethnic 0roups. !urin0 an intro.uction* )ake a point o7 repeatin0 the title an. na)e o7 the personG a7ter8ar.s* ask i7 -ou are pronouncin0 ever-thin0 correctl-. Ehen -ou ask a Mala-sian 8hat -ou shoul. call hi) or her* .irectl- state 8hat he or she shoul. call -ou. Tour Mala-sian counterpart )a- 2e unsure as to 8hich o7 -our na)es is -our surna)e. Bollo8 the Mala-sianDs lea. as to the .e0ree o7 7or)alit-. Most 2usinesspeople -ou )eet shoul. 2e a..resse. 8ith a title an. na)e. I7 a person .oes not have a pro7essional title Ki.e.* Q ro7essorR* Q!octorR* Q?n0ineerRL* a Eesterner )a- use courtes- titles such as QMr.R or QMrs.R* plus the na)e. ,e a8are* ho8ever* that -ou )a- 2e o)ittin0 other titles that are i)portant to 2oth the person an. to -our un.erstan.in0 o7 that person. Mala-sia is a constitutional )onarch- 8ith nine ro-al houses. Eith so )an- ro-als* 7orei0ners are likel- to encounter one eventuall-. Titles an. 7or)s o7 a..ress var-. The 2est strate0- is to ask a native ho8 a particular ro-al shoul. 2e a..resse..
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Selecting and presenting an appropriate business gift
? Gi7ts are usuall- reserve. 7or 7rien.s. ,e7ore 0ivin0 a 0i7t o7 an- kin.* -ou )ust 7irst esta2lish a personal relationship 8ith the recipient. /ther8ise* the 0i7t )a- ver- 8ell 2e perceive. as a 2ri2e. ? The Mala-sian Anti-=orruption A0enc- has e9ceptionall- strict la8s a0ainst 2ri2er-. Moreover* 0ivin0 a 0i7t that see)s too 0enerous )a- 2e interprete. as a 2ri2e an. coul. 0et -ou in trou2le 8ith the authorities. ? ? A 0i7t shoul. 2e receive. in 2oth han.s* pal)s 7acin0 up8ar.s. Reco))en.e. 2usiness 0i7ts inclu.e @ualit- pens* .esk accessories* an. ite)s representative o7 -our countr- or cit-. ? Reco))en.e. social 0i7ts inclu.e so)ethin0 representative o7 -our countr- or a 7oo. that )a2e consi.ere. a .elicac-.
What you should kno
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before negotiating
,usiness car.s shoul. 2e printe.--pre7era2l- e)2osse.--in ?n0lish. Since a hi0h proportion o7 Mala-sian 2usinesspeople are =hinese* it 8ill 2e an asset to have the reverse si.e o7 -our car. translate. into =hinese. Moreover* 0ol. ink is the )ost presti0ious colour 7or =hinese characters. ?nsure that -our 2usiness car. outlines -our e.ucation* pro7essional @uali7ications* an. 2usiness title. TouDll 7in. that Mala-sians inclu.e )an- o7 these .etails on their car..
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A7ter the necessar- intro.uctions are )a.e* o77er -our car. to ever-one present. resent -our car. 8ith 2oth han.s. Another option is to present -our car. usin0 -our ri0ht han.* 8ith the le7t han. 0entl- supportin0 -our ri0ht. 6%
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Give -our car. to the recipient 8ith the print 7acin0 hi) or her. The recipient 8ill accept -our car. 8ith 2oth han.s* then care7ull- e9a)ine it 7or a 7e8 )o)ents 2e7ore puttin0 it a8a- in a car. case or pocket. Ehen a car. is presente. to -ou* -ou 8ill also 2e e9pecte. to 0o throu0h this proce.ure.
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A7ter receivin0 a car.* never hastil- stu77 it into -our 2ack pocket. Moreover* .o not 8rite on another personDs 2usiness car..
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Tou 8ill have to 2e prepare. to )ake several trips to Mala-sia 2e7ore the .ecision-)akin0 sta0e. Aust as in other cultures* esta2lishin0 a pro.uctive 2usiness relationship re@uires a lon0ter) co))it)ent.
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?9pect ne0otiations to 2e slo8 an. protracte.. Gettin0 ac@uainte. is the )ain purpose o7 the 7irst )eetin0. It is i)portant 7or 7orei0n 2usiness e9ecutives to .evelop a personal relationship 8ith their Mala-sian counterparts.
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,e7ore -our presentation* ensure that -ou have care7ull- thou0ht throu0h all aspects o7 -our proposal.
?thnic Mala-s ten. to 2e su2;ective* associative thinkers. The- 8ill o7ten involve the)selves personallin pro2le)-solvin0* rather than seek 0ui.ance 7ro) a speci7ic set o7 la8s or rules. Su2;ective 7eelin0s* co)2ine. 8ith the Isla)ic 7aith* ten. to 0ui.e perceptions o7 the truth a)on0 ethnic Mala-s. Keep -our cool an. re7rain 7ro) sho8in0 that -ou are upset. ,- re)ainin0 cal) at all ti)es* -ou 8ill 2e perceive. as 2ein0 a2le to control -our e)otions* rather than allo8in0 the) to control -ou. ,e7ore ans8erin0 a @uestion* Mala-sian 2usiness protocol .e)an.s that the respon.ent allo8 7or a respect7ul pause--lastin0 as lon0 as 3" to 3% secon.s. Eesterners 8ill so)eti)es )istakenl- assu)e that the- have an a0ree)ent an. resu)e talkin0 2e7ore a Mala-sian has a chance to 0ive a 0enuine response.
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Since Mala-sians--particularl- the =hinese--o7ten consult astrolo0ers* si0nin0 a contract )a- 2e .ela-e. until a Qluck-R .a- arrives. Cn.erstan. that in Mala-sian 2usiness culture* it is co))onplace 7or ne0otiations to continue a7ter a contract has 2een si0ne..
!ntertaining for business success
Tou shoul. think o7 2usiness entertainin0 in Mala-sia as a kin. o7 test. Tour Mala- hosts 8ill 2e )onitorin0 -ou closel-G the- 8ill .o 2usiness 8ith -ou onl- i7 the- are con7i.ent that -ou 8ant to esta2lish a personal relationship 8ith the). In the earl- sta0es o7 -our visit* -ou )a- not receive )an- social invitations. Nevertheless* re)ain patient an. allo8 -our Mala-sian counterparts to initiate these necessar- 7irst invitations. Moreover* there is a prevailin0 2elie7 that -ou cannot properl- host a social event until -ou have 2een a 0uest at a Mala-sian event. Accept social invitations o7 an- kin.G these occasions are an i)portant part o7 .oin0 2usiness here. I7 -ou )ust .ecline* 0ive a plausi2le e9cuse so that -ou .o not cause the invitee to Qlose 7ace.R Bollo8 Mala-sian 2usiness eti@uette an. respon. to an- invitations -ou receive in 8ritin0. As a 0eneral rule* spouses )a- 2e invite. to .inners 2ut not to lunch. ,usiness 8ill not* ho8ever* 2e .iscusse. on occasions 8here spouses are present. Al8a-s 8ait to 2e seate.G the hi0hest Mala-sian o77icer in atten.ance or the host is usuall- in char0e o7 the seatin0 arran0e)ents. +otel restaurants are the sa7est .inin0 option 7or 8o)en travelin0 alone. ,e7ore enterin0 a ho)e or )os@ue* re)ove -our shoes an. sun0lasses. 6(
GERMANY
KThree e@ual hori1ontal 2an.s o7 2lack (top)* re. an. 0ol.L Ger)an- is a )o.ern an. sta2le .e)ocrac-. Tourist 7acilities are hi0hl- .evelope.. In lar0er to8ns* )an- people can co))unicate in ?n0lish.
Country Ger any
PDI 3!
IDV 6"
MAS 66
UAI 6!
LTO 31
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Making appointments
? ? Never un.eresti)ate the i)portance o7 punctualit- in Ger)an 2usiness culture. ,e prepare. to )ake an appoint)ent 7or )ost thin0s. Ger)ans .onDt usuall- 7eel co)7orta2le .iscussin0 especiall- serious thin0s Qon the 0oR* so .onDt e9pect to 2e a2le to ;ust .rop into the o77ice unannounce. 7or an- .etaile. .iscussions. Make -our appoint)ents 8ell in a.vance. I7 -ou )ust 2e late 7or an- reason* itDs i)portant that -ou call an. noti7- the person 8ho is e9pectin0 -ou. Moreover* -ou shoul. 0ive a plausi2le e9planation 7or the .ela-. ? The pre7erre. ti)es 7or 2usiness appoint)ents are 2et8een 3":"" a.). an. 3:"" p.). or 2et8een &:"" p.). an. %:"" p.). Avoi. sche.ulin0 appoint)ents on Bri.a- a7ternoons* as so)e o77ices close 2- ':"" p.). or &:"" p.). on Bri.a-s. ? =asuall- chan0in0 the ti)e an. place o7 an appoint)ent is not appreciate.. Allo8 7or at least '6 hrs* i7 -ou can* to chan0e or cancel appoint)ents. ,e prepare. to o77er a plausi2le e9planation. ? ,e sensitive to vacation an. 7estival perio.s here. Ger)ans 0enerall- have si9 8eeks o7 pai. vacation* 8hich )eans so)eone is al)ost al8a-s Qin Crlau2R KQon holi.a-RL. Bor instance* Ger)ans co))onl- take lon0 vacations .urin0 Aul-* Au0ust* !ece)2er an. ?aster* 8hen schools 2reak.
Guidelines for business dress
? !ress in corporate 2usiness an. 2ankin0 is 0enerall- 7or)al* .ark an. conservative suits 7or 2oth )en an. 8o)en. /ther8ise* 2usiness .ress is relativel- casual. !ress co.es in the IT sector are ver- casual. ? Khakis 8ith a si)ple ;acket$2la1er 8oul. 2e inappropriate* especiall- 7or 7irst )eetin0s or contacts.
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Ger)ans ten. to .ress in )ore conservative* )ute. colors* 2oth in 2usiness an. social environ)ents. !ress shoes 8orn 8ith ;eans an. a taste7ull--coor.inate. ense)2le is @uite nor)al 7or a.ult )en an. 8o)en.
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Eo)en shoul. also avoi. e9cessivel- ornate ;e8elr- or .ispla-in0 ite)s o7 conspicuous 8ealth* especiall- in the 7or)er ?ast Ger)an-.
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Ehen -ou receive an invitation statin0 Qin7or)alR .ress* .onDt assu)e -ouDll 2e 8elco)e arrivin0 in a T-shirt an. s8eatpants. Bor a social 0atherin0* in7or)al )ore o7ten than not )eans taste7ull- coor.inate. clothes.
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Most restaurants .o not re@uire a tie 7or )en* althou0h the upscale esta2lish)ents e9pect 2oth )en an. 8o)en to arrive 8ell .resse..
Welcome topics of conversation
? QS)all talkR 8ith stran0ers .oes not have a si0ni7icant social 7unction in Ger)an culture as it .oes in ver- relationship-oriente. cultures Ke.0. Me.iterranean* South A)erican* A7rican* Mi..le ?astern countriesL or the lar0e i))i0ration countries. ? ,e prepare. to take the 7irst step as the ne8co)er to intro.uce -oursel7 to an esta2lishe. 0roup 8hen -ou arrive in a ne8 environ)ent Ke.0. o77ice* stu.ent .or)itor-* social 0atherin0* ne8 nei0h2orhoo.* etc.L. Cnless -ou are speci7icall- invite. to ;oin a 0roup* .o not auto)aticalle9pect the esta2lishe. 0roup to sen. out the Q8elco)e 8a0onR. There is a reco0ni1a2le .i77erence in the co))unication 2ehavior e9ten.e. to Q7rien.sR KQBreun.eRL an. Qac@uaintancesR KQ,ekannteRL. ,e prepare. 7or unsolicite. atte)pts to start a conversation 8ith a co)plete stran0er in a ne8 environ)ent to 2e a8k8ar.* o7ten takin0 the 7or) o7 ver- stilte. Ps M As. ? ? The concept o7 Q)in0lin0R .oesnDt reall- e9ist in the Ger)an culture. Givin0 co)pli)ents is not part o7 Ger)an 2usiness protocol an. can o7ten cause e)2arrass)ent an. a8k8ar.ness. ?)plo-ees 8oul.* o7 course* 2e appreciative o7 praise 7ro) superiors* 2ut .o
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not e9pect it. =o)pli)ents* especiall- 7ro) stran0ers or ver- casual ac@uaintances can* in 7act* 2e taken 8ith suspicion KQEhat .oes he$she reall- )ean to sa- or 8ant>RL. ? Ger)ans tra.itionall- use QEie 0eht es Ihnen>R KQ+o8 are -ou>RL as a literal @uestion that e9pects a literal ans8er* in contrast to the co))on ?n0lish usa0e o7 Q+o8Ds it 0oin0>R to si)pl)eanin0 Q+iR. ? ?ven i7 -ou are sta-in0 7or several .a-s* .o not e9pect Ger)an collea0ues to take -ou out everevenin0 7or )eals an. an evenin0 pro0ra)* as the- 8ill assu)e that -ou 8ill 8ant to have ti)e to -oursel7 a7ter 2usiness hours* since this has hi0h priorit- 7or the) in their culture. I7 -ou are hostin0 Ger)an 0uests* keep in )in. that it )a- not 2e necessar- to arran0e a 7ull pro0ra) 7or the). It is ver- likel- that the- 8ill 8ant so)e ti)e 7or the)selves to pursue their o8n interests or si)pl- to rela9 a 2it a8a- 7ro) 2usiness.
Overview of German management and practices
Ger)an )ana0e)ent* as it has evolve. over the centuries an. has esta2lishe. itsel7 since Eorl. Ear II* has a .istinct st-le an. culture. Like so )an- thin0s Ger)an* it 0oes 2ack to the )e.ieval 0uil. an. )erchant tra.ition* 2ut it also has a sense o7 the 7uture an. o7 the lon0 ter). The Ger)an st-le o7 co)petition is ri0orous 2ut not ruinous. Althou0h co)panies )i0ht co)pete 7or the sa)e 0eneral )arket* as !ai)ler-,en1 an. ,ME .o* the- 0enerall- seek )arket share rather than )arket .o)ination. Man- co)pete 7or a speci7ic niche. Ger)an co)panies .espise price co)petition. Instea.* the- en0a0e in 8hat Ger)an )ana0ers .escri2e as Leistun0s8ett2e8er2* co)petition on the 2asis o7 e9cellence in their pro.ucts an. services. The- co)pete on a price 2asis onl- 8hen it is necessar-* as in the sale o7 2ulk )aterials like che)icals or steel. The Ger)an )ana0er concentrates intensel- on t8o o2;ectives: pro.uct @ualit- an. pro.uct service. A Ger)an )ana0er 2elieves .eepl- that a 0oo.-@ualit- pro.uction line an. a 0oo.-@ualit- pro.uct 8ill .o
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)ore 7or the 2otto) line than an-thin0 else. Relations 2et8een Ger)an )ana0ers an. 8orkers are o7ten close* 2ecause the- 2elieve that the- are 8orkin0 to0ether to create a 0oo. pro.uct. I7 there is a thir. o2;ective 2e-on. @ualit- an. service* it is cooperation--or at least coor.ination--8ith 0overn)ent. Ger)an in.ustr- 8orks closel- 8ith 0overn)ent. The Ger)an )ana0e)ent st-le is not liti0ious. Neither the 0overn)ent* the tra.e unions* nor the 2usiness co))unit- encoura0es liti0ation i7 there is no clear si0n o7 0enuine an. .eli2erate in;ur-. Bir)s .o not )aintain lar0e le0al sta77s. !isa0ree)ents are o7ten talke. out* so)eti)es over a con7erence ta2le* so)eti)es over a 2eer* an. so)eti)es in a 0atherin0 calle. 2- a cha)2er o7 co))erce or an in.ustrial association. !i77erences are usuall- settle. @uietl-* o7ten privatel-. Bre@uent liti0ation is re0ar.e. as re7lectin0 )ore on the accuser than on the accuse.. ,ecause o7 these attitu.es* Ger)an- has co)parativel- 7e8 la8-ers. A Ger)an )ana0e)ent st-le can 2e re7erre.* 8ith the 7ollo8in0 characteristics: colle0ial* consensual* pro.uct- an. @ualit--oriente.* e9port-conscious* an. lo-al to one co)pan- an. co))itte. to its lon0ter) prospects
Addressing others with respect
? ? Birst na)es are usuall- reserve. 7or 7a)il- )e)2ers* as 8ell as 7rien.s an. close collea0ues. Moreover* in Ger)an 2usiness culture* itDs not unco))on 7or collea0ues 8ho have 8orke. to0ether 7or -ears to re)ain on a 7or)al* last na)e 2asis. ? In accor.ance 8ith Ger)an 2usiness protocol* in ver- 7or)al 2usiness )eetin0s* the hi0hest rankin0 person enters the roo) 7irst* re0ar.less o7 0en.er or a0e. ? Ehen shoppin0 or approachin0 a custo)er service provi.er* itDs co))on courtes- here to saQGuten Ta0R KQhelloRL upon enterin0 an esta2lish)ent* an. later QOielen !ank* au7 Eie.ersehenR KQthank -ou* 0oo.2-eRL to the presi.in0 store clerk 8hen leavin0. ? Telephone eti@uette e9pects the person 8ho ans8ers the phone to i.enti7- hi)sel7 to the caller 8ith his last na)e* in the ho)e as 8ell as in the o77ice. %'
An- e77ort* s)all or lar0e* to learn an. use so)e 2asic e9pression o7 courtes- 8ill 2e appreciate.. These )i0ht inclu.e: !anke QThank -ouR Oielen !ank QThank -ou ver- )uchR ,itte schWn QTouDre 8elco)eR Guten Ta0Q +elloR Guten Mor0en QGoo. )ornin0R Guten A2en. QGoo. evenin0R KWnnen Sie )ir hel7en> Q=an -ou help )e>R Sprechen Sie ?n0lisch> Q!o -ou speak ?n0lish>R Note that i7 -ou are plannin0 a lon0-ter) sta- in Ger)an-* -ou 8oul. 2e 8ell-a.vise. to atten. Ger)an lan0ua0e courses an. ac@uire 7unctional skills as soon as possi2le. Ger)an 2ureaucrac- alone* 7or instance* re@uires even native speakers o7 Ger)an to 2e on top o7 their lan0ua0e. As a lon0-ter) or per)anent 7orei0n resi.ent 8ithout the lan0ua0e -ou 8ill 2e severel- han.icappe.* especiall- i7 -ou resi.e an-8here e9cept in the lar0est cities.
Selecting and presenting an appropriate business gift
In Ger)an-* a s)all 0i7t is polite* especiall- 8hen contacts are )a.e 7or the 7irst ti)e. Su2stantial 0i7ts are not usual* an. certainl- not 2e7ore a .eal has 2een reache. i7 -ou .onDt 8ant -our intentions to 2e )isinterprete.. ?ven s)all souvenir-st-le 0i7ts to thank local sta77 7or their assistance an. hospitalit.urin0 -our sta- at a co)pan- 8ill not 2e e9pecte. 2ut 8ill al8a-s 2e appreciate.. Avoi. 0ivin0 su2stantial 0i7ts in private. The lar0er the 0i7t* the )ore o77icial an. pu2lic the 0ivin0 shoul. 2e.
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Gi7ts are e9pecte. 7or social events* especiall- to e9press -our thanks a7ter -ou have 2een invite. to a .inner part- at a ho)e. Avoi. selectin0 an-thin0 o2viousl- e9pensive* as this )a- )ake the other person 7eel Qo2li0ate.R to -our 0enerosit-. A lovel- 2ou@uet o7 7lo8ers Kthou0h not re. rosesL 7or the la.- o7 the house is a t-pical 0i7t. Ehen purchasin0 this at the 7lo8er shop* ask the 7lorist to 8rap it up as a 0i7t. Cpon returnin0 ho)e* re)e)2er to sen. a han.-8ritten thank -ou car. to -our hosts 7or their invitation.
What you should know before negotiating
? ? ,rin0 plent- o7 2usiness car.s. Ehen .esi0nin0 -our car.* keep in )in. that Ger)an 2usinesspeople 8ill 8ant to learn as )uch a2out -our 2ack0roun. an. @uali7ications as possi2le. ? !o not think that this 8oul. put -our host in an- unco)7orta2le or a8k8ar. positionG neither shoul. -ou -oursel7 7eel e)2arrasse. a2out havin0 to ask. Ger)ans are ver- strai0ht7or8ar. an. .irect* especiall- in the 2usiness environ)ent. It is part o7 their nor)al co))unication 2ehavior 7or so)eone to openl- ask 7or clari7ication. ? ? The Ger)an si.e 8ill arrive at the )eetin0 8ell-in7or)e.* an. 8ill e9pect the sa)e 7ro) -ou. ?9pect the Ger)ans to a..ress issues* pro2le)s an. 7acts throu0h ver- technical co))unication 2ehavior. ? ,ecause Ger)ans are sche.ule-oriente. 7or a )ost e77icient )ana0e)ent o7 2usiness ti)e* e9pect their 2usiness co))unication 2ehavior to 2e ver- a0en.a-2ase.. =ontracts* there7ore* i7 not hol-* are certainl- 7inal a7ter si0nin0. Maneuverin0 7or 7urther concessions is not possi2le* unless 2oth si.es a0ree on it. ? Tone .o8n the Qh-peR an. provi.e lots o7 lo0ical ar0u)entation an. concrete e9a)ples to 2ack up -our proposal 2ase. on )uch )ore 7acts an. .ata than -ou 8oul. use in -our ho)e culture.
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Si)ilarl-* 7le9i2ilit- an. spontaneit- are not pro)inent traits in Ger)an 2usiness culture. The 2i00er an. ol.er the institution* the )ore slo
ovin0 internal )ana0e)ent 8ill ten. to 2e. Risk-takin0* or challen0in0 rules an. tra.itional authorit- are not consi.ere. .esira2le* partl2ecause o7 institutional hierarch-* 2ut also* 8h- chan0e so)ethin0 that has proven itsel7 throu0h ti)e>+avin0 sai. all that* ensure -ou have plent- o7 .ata an. other e)pirical evi.ence to support -our proposals an. ar0u)ents. I7 -ou are con.uctin0 the )eetin0 in Ger)an* keep the lan0ua0e si)ple an. .irect. ?ven 8hen -ou think -ou soun. )uch )ore .irect than -ou 8oul. ever 2e in -our o8n native lan0ua0e* keep in )in. that this 8ill not likel- 2e the case 7or Ger)an ears. Ehen -ou are preparin0 pro)otional or presentation )aterial* 2e a8are that Ger)an 2usinesspeople are tra.itionall- less i)presse. 2- 0lit1- a.vertisin0* illustrations* an. )e)ora2le slo0ans. Ger)ans 8ill so)eti)es look 7or .e7iciencies in -our pro.ucts or services an. 8ill @uite openl- .ra8 -our attention to the) i7 the- in an- 8a- .o not correspon. to -our clai)s. This is one o7 the tou0hest aspects o7 Ger)an co))unication 2ehavior -ou 8ill encounter* in personal or pro7essional contact 8ith Ger)ans. This 7or) o7 .irect .isa0ree)ent an. criticis) is possi2le in social interactions* not 2ecause people .onDt 7eel unco)7orta2le 8hen the- hear it* 2ut 2ecause such a state)ent is 2ase. on o2;ective* i)personal truths. Si)ilarl-* Ger)ans have no pro2le)s sa-in0 QnoR* QI canDtR* or QThis is i)possi2leR i7 that is 8hat the)ean. Interestin0l- enou0h* havin0 sai. all that* Ger)ans can 2e @uite sensitive to criticis) the)selves. As theirs is a the) ore individualist!oriented culture* the- are )ore sensitive to their o8n pu2lic Q7aceR. Ger)an 2usinesspeople 8ill not )ake concessions easil-. There7ore* -ou shoul. 2e especiall- a8are o7 unintentionall- sa-in0 or .oin0 an-thin0 to e)2arrass pu2licl-. Ger)ans* 0enerall-* are ver- private people. There7ore* .o not .iscuss personal )atters .urin0 2usiness ne0otiations. Nonetheless* .espite their value o7 keepin0 2usiness an. private relations separate* it is not at all i)possi2le to cultivate relationships on )ore personal ter)s 8ith -our 2usiness partner. Si)plreali1e that Ger)ans nee. )ore ti)e to 7or) relationships on a personal level. In Ger)an culture* rules o7 an- kin. are )eant to 2e taken seriousl-. Moreover* i7 -ou 2reak the rules* %%
-ou 8ill 2e repri)an.e.. At the en. o7 a )eetin0 or presentation* Ger)ans o7ten si0nal their approval or thanks 2- 0entl- rappin0 their knuckles on the ta2letop instea. o7 applau.in0.
Entertaining for business success
,reak7ast )eetin0s are not part o7 Ger)an 2usiness culture. +o8ever* 8hen Ger)ans 0et to0ether 7or .inners a7ter 2usiness* talk o7ten re)ains a2out 2usinessG especiall- as Ger)ans 0enerall- 7in. it .i77icult to .o s)all talk 8ith people the- .onDt kno8 8ell. ,usiness talk )i9e. 8ith a pinch or t8o o7 0eneral personal conversation ten.s to 2e the )i9 8ith 8hich )an- Ger)an 2usinesspeople are )ost co)7orta2le. Ger)an 2usinesspeople* as a rule* .o not )ake 2usiness .ecisions .urin0 )ealti)es. Bollo8 the e9a)ple o7 -our Ger)an .inin0 co)panions an. 8ait 7or the) to initiate an- .iscussions a2out 2usiness. Lunch is the pri)ar- )eal 7or 2usiness .iscussions an. is usuall- serve. 7ro) 3':"" to 3:"" p.). ?9cept 7or a 7e8 o77icial .inners* .o not e9pect -our Ger)an hosts to entertain -ou 8ith an evenin0 pro0ra) ever- .a-. The- 8ill e9pect -ou to 8ant to have so)e ti)e to -oursel7. This is 2ecause Ger)ans the)selves clearlseparate private ti)e 7ro) their pro7essional .uties. ?ti@uette re0ar.in0 8ho shoul. pa- at the en. o7 a )eal is @uite .i77erent in Ger)an culture. The person 8ho e9ten.s the invitation 8ill 2e the person 8ho pa-s. !onDt 7or0et: Ger)ans are likel- to take -our insistence literall-U !inner is usuall- serve. 7ro)
"" p.). to #:&" p.).* an. this is also the custo)ar- ti)e 7or .inner parties to 2e0in. =onse@uentl-* .inner parties usuall- en. at aroun. )i.ni0ht or later. A very i portant note: i7 a Ger)an collea0ue or 7rien. )erel- su00ests that -ou 0o out to0ether to 0et so)ethin0 to eat* this is not to 2e taken as an invitationU In other 8or.s* he 8ill not 2e o77erin0 to pa-. There7ore* an i)portant point to re)e)2er 7or )e)2ers o7 ver- relationship-oriente. countries* 8ho are culturall--con.itione. to s-)2olicall- o77er to pa- or Q7i0htR 7or the 2ill* this 8ill not 2e e9pecte. 7ro) the Ger)an* an. i7 -our intention is onl- s-)2olic* the chances are ver- 0oo. that he$she 8ill take it literall-.%5
Ger)an cuisine is tra.itionall- heav- on the )eats an. sauces. This )a- present pro2le)s 7or people 8ith special .iets Khealth reasons* reli0ious 2elie7s* ve0etarians* aller0ies* etc.L. +o8ever* the i)portant point here is that it 8ill not cause irritation or e)2arrass)ent 7or -our Ger)an hosts i7 -ou in7or) the) o7 these restrictions .irectl-. !o not al8a-s e9pect Ger)ans to ask -ou i7 there is an-thin0 -ou .o not eat. ,ecause Ger)ans are direct co unicators* the- 8ill e9pect so)eone to speak up i7 the- 8ant so)ethin0* .isa0ree a2out or .onDt like so)ethin0. Bor restaurants an. ta9is* a tip o7 3"V or sli0htl- less 8ill 2e su77icient.
JAPAN
K8hite 8ith a lar0e re. .isk (representin0 the sun 8ithout ra-s) in the centerL
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Aapan is an islan. in Asia 8ith a2out 3'" )illion people* 2ut -et not )uch lar0er than Ital- or the state o7 Montana in 0eo0raphical si1e. ,ecause it is such a )ountainous countr-* -ou 8ill 7in. )ost o7 the population centere. in speci7ic areas* )ainl- Tok-o* Tokoha)a* /saka* an. Na0o-a in that or.er.
Appointment Alert
? Nor)al 2usiness hours )i0ht 2e 4-%* 2ut )ost people .onDt 7ollo8 this* an. )eetin0s can 7re@uentl- 0o later. To.a-* )akin0 appoint)ents throu0h e)ail or phone is the )ost co))on practice. Most )ornin0 )eetin0s 8ill start at 3"a) or later* an. a7ternoons usuall- 2e0in at 3:&"p) or so)eti)e later. Lunchti)e is 0enerall- 3'-3. ? ? Ehen sho8in0 up at )eetin0s* .o tr- to 2e punctual. !onDt e9pect the )eetin0 to en. on ti)e* 2ut at least -ou have so)e peri)eters in 8hich to 8ork* as itFs as possi2le to have a one hour )eetin0 as it is to have a 7ive hour )eetin0.
Business Dress
? ? There is an appreciation 7or variations in )aterial an. color an. 7ashion overall. Bor 8o)en )akin0 visits to Aapan* it 8oul. 2e 8ise to stick 8ith a 7or)al out7it in or.er to trto 8in over respect. !onDt 8ear too )uch ;e8elr- or )akeup. !ressin0 too casuall- )i0ht catch the other part-sD e-e* 2ut it 8onDt have hi) respectin0 -ou* 8hich is a challen0e in itsel7 in the Aapanese culture. Tou 8ant -our Aapanese counterpart to take -ou seriousl-* so .ress as -ou 8oul. at a 2oar. )eetin0. ? Bor social events* it totall- .epen.s on 8hat kin. o7 0atherin0 an. 8here it is. A 7or)al part8ill have -ou stickin0 8ith the su00estions a2ove. Bor a non-7or)al outin0* .ress conservativel-* 2ut relate -our choice to the .estination.
Conversation
? There are )an- t-pes o7 conversation in 8hich that -ou can en0a0e. As 8ith an- other in.ivi.ual* -ou nee. to 0au0e 8hat interests an. kno8le.0e -our counterpart has or* 7or that %#
)atter* i7 8hat -ou choose to share 0arners a response or not. Generall- speakin0* )ost people ten. to sta- a8a- 7ro) past 8ar histor- an. politics. ? ? In talkin0 a2out 7a)il-* it 8ill totall- .epen. on the person. Talkin0 a2out the success o7 the Aapanese 2ase2all pla-ers (Su1uki* Matsui* Matsu1aka) in the CS* or askin0 a2out the status o7 su)o stars (+akuho* Kaio* Asashor-u* ,aruto) 8oul. 2e a 0oo. alternative. ? Tou can co)pli)ent people as o7ten as -ou like. The- 8ill usuall- respon. that the- .onDt .eserve the co)pli)ent. ItDs a 0oo. i.ea 7or -ou* too* i7 -ou receive a co)pli)ent to perhaps sa- thank -ou* 2ut then -ou shoul. su00est -ou .onDt .eserve it* as 8ell. ItDs a )o.est response o7 .enial an. not sho8in0 o77. ? I7 -our conversation takes place 8hen -ou are so2er* ever-thin0 a2ove applies. I7 people are 2eco)in0 .runk* -ouDll 2e surprise. 8here the conversations coul. hea.* so ;ust 2e a8are. So)eti)es -ouDll even hear surprisin0l- 0oo. ?n0lish lan0ua0e skills once people are .runkU ? Tone o7 voice shoul. 0enerall- not 2e 2oisterous. Keep a stea.- tone in speakin0 8ith people* as this )i)ics the )onotone nature o7 the Aapanese lan0ua0e. There is not too )uch ph-sical interaction* 2ut ver- o7ten to.a- -ou 8ill still 0et o77ere. a han.shake 2ecause -ou are a 7orei0ner. Ehen Aapanese 0reet each other* the- usuall- ;ust 2o8. I7 -ou are a 7orei0ner speakin0 Aapanese* it 8ill 2e %"-%".
First Name or Title
It is the 0eneral nor) to a.. D-sanD to the en. o7 the last na)e 7or all people -ou )eet. Birst na)es are rarel- use. e9cept 8hen people 2eco)e ver- 0oo. 7rien.s. The onl- pro2le) is it 8oul.nDt 2e stran0e to have several Su1uki-sanDs in the sa)e roo). Then itDs up to -ou to keep it strai0ht 2- re)e)2erin0 8ho is 8ho* 2ut still not usin0 their 7irst na)es.
Gift Giving
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At 2usiness )eetin0s* itDs not unco))on 7or each o7 us to present each other 8ith a co)pan0i7t or so)ethin0 that represents our culture. This e9chan0e can take place at the 2e0innin0 or so)eti)es even at the en. o7 the )eetin0s.
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Tr- to 8rap it i7 possi2le in a )o.est 8rappin0. ItDs the thou0ht that counts. As 8hen receivin0 2usiness car.s* receive the 0i7t 8ith t8o han.s. Also present the 0i7t to -our counterpart 8ith t8o han.s.
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Aust in case so)e .a-* thou0h* -ou en. up 0ettin0 invite. to a 8e..in0* please re)e)2er to )ake sure the tie$2o8 on the present .oesnDt open too easil-. I7 it .oes* it si0nals the potential 7or a @uick .ivorce. So -es* various superstitions still .o e9ist.
Let's Make a Deal!
? =onnections an. relationships are 0ol.en in Aapan. In or.er to ce)ent those relationships* it .oes re@uire e77ort. Keepin0 in touch* a .inner or karaoke 7ro) ti)e to ti)e* holi.a- car.s* )a-2e 0ol7 an. )ore* .epen.in0 on the t-pe o7 relationship* can all 2e prere@uisites to a success7ul lon0 ter) partnership. ? +avin0 a .ual lan0ua0e 2usiness car. is certainl- help7ul - ?n0lish on one si.e* Aapanese on the other. Not havin0 it 8onDt shut -ou out* 2ut it .oes sho8 an e77ort up 7ront 7or .oin0 2usiness in Aapan* an. the Aapanese counterpart 8ill take notice. ? Ehen e9chan0in0 2usiness car.s* 0enerall- the upper level )e)2ers 8ill e9chan0e car.s 7irst 7ollo8e. 2- others in or.er o7 seniorit-. The 2usiness car. is to 2e presente. 8ith t8o han.s* then let one han. 0o to receive -our counterpartDs car.* an. then put t8o han.s on the counterpartDs car. takin0 a 0oo. look at it. !onDt stu77 it in -our pocket or 8allet at that )o)ent. Keep it in -our han. an. )ana0e to .o this as -ou 0o aroun. the roo) e9chan0in0 car.s. Then 8hen -ou sit .o8n* tr- to or.er the car.s in 7ront o7 -ou so that -ou can start tr-in0 to re)e)2er a na)e* title an. 7ace. ,e ver- care7ul to store -our car.s a8a- at the en. o7 the )eetin0. !roppin0 a car. on the 7loor is a si0n o7 .isrespectU ? Ehen )akin0 use o7 Doutsi.eD in7or)ation* 2e care7ul not to use it in a 8a- that 8oul. 2e insinuatin0 that -ou are tr-in0 to contra.ict 8hat -ouFve hear. 7ro) the Aapanese counterpart. 5"
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Aapanese are ver- tra.itional in their 8a-s* so i7 lookin0 to intro.uce a ne8 i.ea* it coul. 2e a lon0 process* 2ut .onDt 2e .isheartene.. Csin0 Aapanese techni@ue* 0ra.uall- intro.uce the i.ea 7ro) .i77erent an0les* 2ut never 7orce it upon -our counterpart.
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Ehen sittin0 at )eetin0s* itDs i)portant to a..ress -our counterparts in a pro7essional )anner. That )eans no slouchin0 an. crossin0 o7 le0s* 8hile 0enerall- keepin0 ar)s on the ta2le.
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Tou shoul. check 2e7orehan. on ho8 co))unication 8ill procee. at the )eetin0 thou0h. The 2usiness pace in Aapan is relativel- slo8* possi2l- the slo8est in Asia. ,e prepare. 7or )an- roun.s inclusive o7 visits to each otherDs place o7 2usiness* telecon7erences* e)ails an. possi2l- so)e entertain)ent.
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!onFt assu)e an-thin0 is 7inal in -our 2usiness a0ree)ent or ne0otiations until it is clearl8ritten an. si0ne. in a contract 2- 2oth parties
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. The Aapanese are ver- anal-tical in their process. The- 8ant ever-thin0 anal-1e. as )uch as possi2le.
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=o)pan- polic- is ver- strict an. to .eviate 7ro) polic- is rare. The Aapanese person 8ants to 2e seen as puttin0 the co)pan- 7irst. The Aapanese 8ill .o ever-thin0 possi2le to avoi. e)2arrass)ent* .eviate 7ro) the nor)* 8hile si)pl- tr-in0 to staon track. The- .onDt 8ant to 0et the)selves or an-one hurt* as that is e@uivalent to losin0 7ace in 7ront o7 their peers.
Prosperous
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ntertaining
Lunchti)e is 0enerall- the usual 3'-3. Restaurants can 0et prett- cro8.e.* 2ut itDs not unco))on to 7in. seats openin0 up alrea.- 2- 3':&" p) or so. Most 2usiness people are hea.in0 to places 8here the- can eat 7ast* an. not too e9pensivel-.
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!inner ten.s to have t8o roun.s* si)ilar to the evenin0 rush hour. Nor)al .inner ti)e occurs aroun. %:&"-#p) or so* 8ith )ost restaurants 2us- then* 8hile the 2usiness)an han0outs 7or the 53
later .inners an. .rinks run )ore like 4-33p). /7 course )an- 2usiness)en .o also hea. out to eat .urin0 the earlier roun.* then hea. 7or .rinks or possi2l- hea. ho)e* especiall- the -oun0er cro8. these .a-s. ? ,e-on. 7oo.* o7 course* there is 0ol7* 2ut that 8onDt happen 7ro) the start. As -our ne0otiatin0 o7 a .eal pro0resses* a 0ol7 outin0 to0ether* provi.e. the Aapanese counterparts .o like to pla-* can 0o a lon0 8a- in ce)entin0 the relationship still 7urther. ? Ehen havin0 .inner 8ith -our counterparts* it 8oul.nDt hurt to 2e a8are o7 a 7e8 custo)s at the ta2le. Most likel- -ou 8ill 2e in a restaurant an. the- 8ill 0ive -ou chopsticks. I7 -ou canDt use the)* then si)pl- ask 7or a 7ork. I7 usin0 -our chopsticks* ;ust re)e)2er one thin0 as -ou are eatin0 -our rice. Never stick -our chopsticks upri0ht in the rice - itDs a si0n o7 .eathU Aust la- the chopsticks .o8n i7 -ou are 0oin0 to put the) .o8n. ? ? Accor.in0 to tra.ition* alcohol .oes help create relationships. A pleasant re)in.er to ever-one - there is no tippin0 in AapanU
INDIA
KThree e@ual 5'
hori1ontal 2an.s o7 sa77ron (su2.ue. oran0e) (top)* 8hite* an. 0reen 8ith a 2lue chakra ('6-spoke. 8heel) centere. in the 8hite 2an.G si)ilar to the 7la0 o7 Ni0er* 8hich has a s)all oran0e .isk centere. in the 8hite 2an.L In.ia* the 8orl.Ds lar0est .e)ocratic repu2lic* has a ver- .iverse population* 0eo0raph- an. cli)ate. In.ia is the 8orl.Ds secon. )ost populous countr-* an. the 8orl.Ds seventh lar0est countr- in area.
Country In#ia
PDI ""
IDV $8
MAS !6
UAI $0
LTO 61
In.ia has Po4%r Distan'% ( !I) as the hi0hest +o7ste.e !i)ension 7or the culture* 8ith a rankin0 o7 (( co)pare. to a 8orl. avera0e o7 %5.%. This o8er !istance score 7or In.ia in.icates a hi0h level o7 ine@ualit- o7 po8er an. 8ealth 8ithin the societ-. This con.ition is not necessaril- su2verte. upon the population* 2ut rather accepte. 2- the population as a cultural nor). In.iaDs !ong T%r+ Ori%ntation (LT/) !i)ension rank is 53* 8ith the 8orl. avera0e at 6#. A hi0her LT/ score can 2e in.icative o7 a culture that is perseverant an. parsi)onious. In.ia has Mas'ulinity as the thir. hi0hest rankin0 +o7ste.e !i)ension at %5* 8ith the 8orl. avera0e ;ust sli0htl- lo8er at %3. The hi0her the countr- ranks in this !i)ension* the 0reater the 0ap 2et8een values o7 )en an. 8o)en. It )a- also 0enerate a )ore co)petitive an. assertive 7e)ale population* althou0h still less than the )ale population. 5&
In.iaDs lo8est rankin0 !i)ension is Un'%rtainty A0oidan'% (CAI) at 6"* co)pare. to the 8orl. avera0e o7 5%. /n the lo8er en. o7 this rankin0* the culture )a- 2e )ore open to unstructure. i.eas an. situations. The population )a- have 7e8er rules an. re0ulations 8ith 8hich to atte)pt control o7 everunkno8n an. une9pecte. event or situation* as is the case in hi0h Cncertaint- Avoi.ance countries.
Demographic Profile
=ontrar- to its i)a0e* In.ia is a surprisin0l- -oun0 countr-* 8ith a )e.ian a0e o7 '6. Aroun. 6"V o7 its population 7alls in the ra0e o7 '"-66 -ears. =o)pare. to the ol.er 0eneration* this -oun0er 0eneration is )ore con7i.ent* has )ore li2eral an. consu)erist values* an. is )ore a)2itious. This is a @uite recent chan0e in the countr-Ds .e)o0raphics* an. has i)plications 7or chan0es in cultural values. There is a 8i.e ur2an-rural .ivi.e in In.ia. In.ian societ- is pri)aril- a0rarian. More than ("V o7 In.iaDs population lives in villa0es* an. su2sists on a0riculture. +o8ever* the contri2ution o7 a0riculture is onl'&V. In.ia has one o7 the lar0est populations o7 technicall- @uali7ie. )anpo8er* co)prisin0 aroun. 3% )illion .octors* en0ineers an. scientists. /n the other han.* the literac- rate in the countr- is ;ust over %"V. In.ia has a lar0e lin0uistic .iversit-. It has 3# constitutionall- reco0ni1e. )a;or lan0ua0es* in a..ition to aroun. 3*5"" other lan0ua0es an. .ialects. There is no sin0le lan0ua0e 8hich is spoken 2- all In.ians. Accor.in0 to the constitution* +in.i is the o77icial national lan0ua0e. +o8ever* less than 6"V o7 people in In.ia can speak or un.erstan. +in.i. ?n0lish is the co-o77icial lan0ua0e* since it is spoken 2- )ost o7 the e.ucate. In.ian class* an. is the co))on lan0ua0e use. in 2usiness situations.
Making appointments
? In.ians appreciate punctualit- an. keepin0 oneDs co))it)ents. +o8ever* )an- visitors to In.ia 7in. it ver- .isconcertin0 that o7ten In.ians the)selves are @uite casual in keepin0 their ti)e co))it)ents. Rather* 7or )ost In.ians* the plans an. sche.ules are contin0ent on other people an. events* an. there7ore can--an. .o--0et chan0e..
56
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It is a.visa2le to sche.ule -our appoint)ent at least a couple o7 )onths in a.vance. I7 -ou are )akin0 -our appoint)ents 2e7ore co)in0 to In.ia* .o e)phasi1e that -ou 8ill 2e in In.ia 7or a short perio. o7 ti)e* i7 this is the case. It is also use7ul to recon7ir) -our )eetin0 a 7e8 .a-s 2e7ore the a0ree. upon .ate.
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There is a .istinct .i77erence in the cultures o7 the 0overn)ent .epart)ents an. 2usiness or0ani1ations. =o)pare. to a 2usiness or0ani1ation* it is nor)all- )ore .i77icult to 0et an appoint)ent 8ith o77icials in a 0overn)ent .epart)ent.
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!o 2e prepare. 7or last )inute chan0es in the ti)e an. place o7 -our )eetin0. It is use7ul to leave -our contact .etails 8ith the secretar- o7 the person* so that* in case there are chan0es* -ou can 2e in7or)e..
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In.ian a..resses can 2e con7usin0. This is so 2ecause the pattern o7 nu)2erin0 the 2uil.in0s varies across .i77erent places* even in the sa)e cit-.
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Nor)al o77ice hours are 3":"" a.). to %:"" p.). Lunch is 7or one hour* 2et8een 3':"" p.). an. ':"" p.). In recent -ears* there is a tren. to8ar.s luncheon )eetin0s an. Dpo8er 2reak7astsD* 8hich are o7ten the ti)es 8hen 2usiness is .iscusse..
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!inner appoint)ents 7or 2usiness purposes are rare. /77icial .inners are )ostl- hoste. as lar0e 0atherin0s* an. are )ainl- )eant 7or sociali1in0 an. 0ettin0 to kno8 each other.
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The 8ork-8eek .i77ers across or0ani1ations an. sectors. The 2usiness an. o77icial 8ork in In.ia are .one usin0 the 8estern D=hristianD calen.ar. The convention 7or 8ritin0 .ates is ..$))$--* e.0.* !ece)2er '%th* '""6 8ill 2e 8ritten as '%$3'$"6.
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In.ia has a lon0 list o7 holi.a-s.
Guidelines for business dress
5%
In recent -ears* the .ress co.e in In.ian 2usiness settin0s has un.er0one a trans7or)ation. Moreover* it also .i77ers 8i.el- across re0ions an. 2usiness sectors. There7ore* it is .i77icult to )ake a 0enerali1ation a2out the )ost appropriate 8a- to .ress that 8ill 2e vali. across In.ia. +o8ever* the 7ollo8in0 points shoul. assist -ou in )akin0 the ri0ht .ecision. ? Nor)al 2usiness .ress 7or )en is a suit an. tie. +o8ever* since In.ia has a 8ar) cli)ate* o7ten ;ust a 7ull-sleeve. shirt 8ith a tie is also accepta2le. It is also i)portant to select neutral colors* 8hich are su2.ue. an. not ver- 2ri0ht. ? Bor 7orei0n 8o)en* pant-suits or lon0 skirts* 8hich cover the knees* are )ore accepta2le to 8ear. The neckline o7 the 2louse or the top shoul. 2e hi0h. Bor 8o)en* a sal8ar-suit is also accepta2le 7or 2usiness .ress. ? Aeans 8ith a T-shirt or short-sleeve. shirt are accepta2le as casual 8ear in in7or)al situations 7or 2oth )en an. 8o)en. ? Tou can 8ear casual .ress i7 invite. to a social 0atherin0. +o8ever* i7 a 7orei0ner 8ears an In.ian costu)e Kkurta-pa;a)a 7or )en* an. sari or sal8ar-suit 7or 8o)enL* this kin. o7 .ress is also appreciate.* an. o7ten seen as a 0esture o7 7rien.ship. Most In.ians en;o- 0oo. conversation on a variet- o7 topics. ?ven in 2usiness )eetin0s* it is co))on an. nor)al to start .iscussions 8ith Ds)all talkD on other unrelate. issues. In 7act* this is seen as a 8ao7 2uil.in0 rapport an. trust. In 0eneral* In.ians are open an. 7rien.l-* an. co)pare. to )an- countries in the Eest* have a lesser sense o7 privac-. It is not unusual 7or a stran0er to start up a conversation 8ith -ou on a 7li0ht or a train ;ourne-. +o8ever* one )ust re)e)2er that .iscussin0 oneDs 7a)il- an. personal li7e is nor)al a)on0 In.ians. In 7act* o7ten en@uirin0 a2out the other personDs 7a)il- is seen as a si0n o7 7rien.liness. In.ians sel.o) e9press their .isa0ree)ent in a .irect )annerG open .isa0ree)ent is likel- to 2e interprete. as 2ein0 hostile an. a00ressive Kthou0h e9pression o7 .isa0ree)ent 2- so)eone 8ho is superior or el.er is* 2- an. lar0e* accepta2leL.
Addressing others with respect
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Ehen a..ressin0 a person* it is a.visa2le to pre7i9 the na)e 8ith a DMr.D* DMrsD. or DMissD* or the pro7essional title o7 the person KD!octorD or D ro7essorDL unless the person asks -ou to re7er to hi) 2- his$her 7irst na)e.
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In 0eneral* people are a..resse. 2- their na)e K8ithout the pre7i9L onl- 2- close ac@uaintances* 7a)il- )e)2ers* or 2- so)eone 8ho is ol.er or superior in authorit-.
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In North In.ia* )ost people have a 7a)il- na)e Ke.0.* Shar)a* atel* Sin0h* etc.L* an. the na)es are 8ritten in the 8estern st-le--7irst na)e 7ollo8e. 2- the surna)e. So)eti)es* there )a- also 2e a )i..le na)e* such as D=han.raD* DKu)arD* D rasa.D* etc. Bor instance* Mr. raveen =han.ra Kulkarni 8ill 2e a..resse. as Mr. Kulkarni--or as raveen* i7 the relationship is in7or)al.
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In contrast* in southern states* )en .o not have a 7a)il- na)e. Instea.* the na)e o7 oneDs 7ather an.$or the ancestral villa0e$to8n is use. 7or the purpose. These are nor)all- a22reviate. an. pre7i9e. 2e7ore the 7irst na)e. Bor instance* a south In.ian na)e DKa)un.ari Ran0anthan Guru)urth-D 8ill 2e 8ritten as DK. R. Guru)urth-D* si0ni7-in0 that the personDs ancestral place is DKa)un.ariD* 7atherDs na)e is DRan0anathanD* an. his 7irst na)e is DGuru)urth-D. +e 8ill 2e a..resse. as Mr. Guru)urth---or i7 the relationship is in7or)al* as ;ust Guru)urth-.
Selecting and presenting an appropriate business gift
? Gi7t 0ivin0 is custo)ar- in In.ia* an. is seen as a si0n o7 7rien.ship. +o8ever* it is 0enerall- not e9pecte. at the 7irst )eetin0. ? It is a.visa2le not to 0ive e9pensive 0i7ts* unless -ou are ver- close to the person. Nor)all-* lar0e an. e9pensive 0i7ts are 0iven onl- 2- 7a)il- 7rien.s an. close relatives--an. 7or speci7ic 7a)il- occasions* such as a 8e..in0. Since In.ians tr- to reciprocate a 0i7t* i7 it is too e9pensive* it can cause e)2arrass)ent 7or the recipient. ? ? I7 -ou are visitin0 an In.ian .urin0 a 7estival* it is custo)ar- to carr- a 2o9 o7 s8eets. I7 -ou are 0ivin0 )one- as a 0i7t* .o re)e)2er that 33* %3* 3"3* %"3* etc. are consi.ere. auspicious nu)2ers. Tour 0i7t 8oul. 2e )ore appreciate. i7 it is in these .eno)inations.
5(
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!rinkin0 alcohol is culturall- not accepte. in )ost parts o7 In.ia. Man- In.ians .o not .rink at ho)e. +o8ever* i7 -our host .rinks an. keeps .rinks at ho)e* a 2ottle o7 scotch 8hisk- or 8ine 8ill 2e appreciate..
What you should know before you negotiate?
Like the rest o7 In.ia* In.ian 2usiness culture is also ver- .iverse an. hetero0eneous. Ehile the 7ollo8in0 points 8oul. help in ne0otiatin0 a .eal* it is i)portant to 2e sensitive to* an. appreciate* the .iversit- o7 In.ian 2usiness culture* 8hich varies across re0ions* sectors* an. o8nership patterns. ? A lar0e part o7 In.ian 2usinesses are 7a)il--o8ne. or Do8ne.D 2- )e)2ers o7 .i77erent social co))unities. A)on0 these* arsi* Mar8ari* Gu;arati an. =hettiar co))unities are the pro)inent ones* an. have controllin0 interests in so)e o7 the lar0est In.ian 2usiness houses. Thou0h )an- o7 these 2usiness houses are @uite )o.ern$8estern in their 8orkin0 an. operations* an. 7ollo8 the international nor)s 7or .oin0 2usiness - nevertheless* it is use7ul to un.erstan. their speci7ic co))unit- culture. ? In a..ition* there are .i77erences 2et8een the 0overn)ent-o8ne. pu2lic sector co)panies* 8hich are )ore o7ten 2ureaucratic an. hierarchical* co)pare. to )an- o7 their private sector counterparts* an. the Dne8 econo)-D service sector co)panies KIT* teleco)* insurance* etc.L* 8hich are in turn )ore e0alitarian an. 7le9i2le than the tra.itional )anu7acturin0-sector 7ir)s. ? There are also re0ional .i77erences in 2usiness eti@uette. Bor instance* 2roa.l- speakin0* the southern In.ian co)panies are )ore conservative 8hen co)pare. to the north* or the 8estern part o7 the countr-. These sectors* in turn* ten. to 2e )ore in.ivi.ualistic an. assertive than the eastern portion o7 In.ia. ? resentin0 an. e9chan0in0 2usiness car.s are a necessar- part o7 .oin0 2usiness in In.ia. Tou )ust 2rin0 plent- since people e9chan0e 2usiness car.s even in non-2usiness situations. ? ?n0lish is the co))on lan0ua0e 7or con.uctin0 2usiness* an. there7ore* it is not necessar- to 0et -our car. translate. into an- In.ian lan0ua0e.
5#
Intermediaries, protocols, and the negotiating process
? In.ians are co)7orta2le an. open to ne0otiation* an. an inter)e.iar- is not re@uire. to esta2lish oneDs cre.entials. I7* ho8ever* -ou are representin0 a lesser kno8n countr- or a s)all co)pan-* it 8ill help to 0et so)e re7errals 7ro) -our other clients$partners in In.ia. ? In.ian la8s an. 2ureaucrac- are @uite intricate an. cu)2erso)e. ,esi.es the statutes o7 the =entral 0overn)ent* there are nu)erous pieces o7 le0islation 8hich .i77er consi.era2l- across the states. It is* there7ore* a.visa2le to hire an In.ian la8-er or liaison person* 8ho can help -ou to )aneuver throu0h these intricacies. ? ? +ierarch- )atters in In.ia. Tr- to 0et -our 7irst appoint)ent 8ith the person 8ho is hi0h in authorit- in the concerne. .epart)ent$or0ani1ation. ? Tou 8ill o7ten 7in. that* as a si0n o7 respect* the su2or.inates stan. up 8hen the 2oss enters the )eetin0 roo). The 2est option is to 0et up 7ro) -our seat an. 0reet hi)$her personall-. ? !espite 0ra.ual chan0es in societal values* respect 7or a0e* lo-alt- to oneDs 7a)il-* co))unitor 0roup* an. practice o7 certain reli0ious rituals are still o2serve. in In.ian 8ork-settin0s* in var-in0 .e0rees. ? The pace o7 2usiness )eetin0s in In.ia is co)parativel- 7ar )ore rela9e. than in so)e o7 the 8estern countries* such as the Cnite. States. ? In.ians are so)e8hat la9 a2out ti)e. ?ven i7 -ou arrive on ti)e* it is likel- that the sche.ule. )eetin0 )a- start 8ith so)e .ela-* or that -ou are kept 8aitin0. ? In.ians .o not .irectl- ;u)p into 2usiness ne0otiationsG in 7act* that )a- 2e seen as ru.e. ,uil.in0 a relationship is o7ten consi.ere. a prere@uisite to .oin0 2usiness. ? Meetin0s nor)all- start 8ith s)all talk a2out non-8ork-relate. topics Kran0in0 7ro) 8eather to 8hether -our ;ourne- 8as co)7orta2leL* 2e7ore people start talkin0 a2out 2usiness issues. !o not 7eel surprise. i7 -ou are aske. so)e DpersonalD @uestions a2out -our 7a)il-* chil.ren* etc.
54
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Si)ilarl-* sho8in0 hospitalit- is part o7 the ne0otiation process. /7ten )eetin0s start 2- o77erin0 tea$co77ee an. snacks. It is courteous to accept the o77er. =o)pare. to )an- other cultures* relationships an. 7eelin0s pla- a lar0er role in .ecisions in In.ia. In 0eneral* In.ians ten. to take lar0er risks 8ith a person 8hose intentions the- trust. Thus* oneDs cre.i2ilit- an. trust8orthiness are critical in ne0otiatin0 a .eal.
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In.ians are Dpol-chronicD people* i.e.* the- ten. to .eal 8ith )ore than one task at the sa)e ti)e. /ne )ust appreciate that such 2ehaviour$occurrences .o not sho8 a lack o7 interest or attention.
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/ne shoul. 2e prepare. 7or @uestions an. en@uiries* 8hich )a- not see) to 2e .irectl- relate. to the su2;ect. To people co)in0 7ro) )ore .e.uctive cultures* this 2ehaviour o7ten appears to in.icate a lack o7 7ocus an. .i0ression.
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o8er oint presentations are 0enerall- accepte. to start the .iscussion. It is necessar-* ho8ever* to sen. a )ore .etaile. proposal in a.vance.
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In 0eneral* In.ians are cautious in acceptin0 a ne8 i.ea or proposal. /penness to a ne8 i.ea .epen.s not onl- on its @ualit-* 2ut also on its source an. en.orse)ent. That is* in7or)ation a2out 8ho else has i)ple)ente. it or 8ho has propose. it has a )a;or in7luence on the .ecision a2out a ne8 i.ea. In )akin0 a proposal* -ou )ust inclu.e such .etails accor.in0l-.
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,ar0ainin0 7or the price or a..itional concessions is nor)al in In.ia. !o not insist on co))it)ent in the 7irst )eetin0. Makin0 a .ecision* in In.ian or0ani1ations* is o7ten a lon0-.ra8n out process. This is not onl- 2ecause o7 the 2ureaucratic nature o7 )anIn.ian or0ani1ations* 2ut also 2ecause a .ecision )a- have to 2e rati7ie. 2- people 8ho )a- not 2e present at the ne0otiatin0 ta2le.
General tips, eating and drinking
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+ospitalit- is a ke- value in In.ian culture* an. the 0uest is consi.ere. the e@uivalent to a 0o.. In.ians nor)all- 0o out o7 their 8a- to acco))o.ate the re@uire)ents o7 the 0uests. An2reach o7 eti@uette 2- the 0uest is nor)all- i0nore. an. never 2rou0ht to his or her attention.
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A 7orei0ner visitin0 In.ia is likel- to receive social invitations 7ro) even )inor ac@uaintances. This is )ostl- 2ecause In.ians like to )ake a visitor 7eel 8elco)e.
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It is nor)al a)on0 In.ians to D.rop inD 7or a social visit. A .irect re7usal to an invitation Ke.0.* Dsorr-* I 8ill not 2e a2le to co)eDL is likel- to 2e seen as i)polite* or even arro0ant. I7 -ou have to .ecline an invitation* it is )ore accepta2le to 0ive a so)e8hat va0ue an. open-en.e. ans8er such as DIDll tr-D or DI 8ill con7ir) 8ith -ou laterD* etc.
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It is co))on practice in In.ia to o77er 2evera0es Ktea* co77ee or so7t-.rinkL 8ith so)e li0ht snacks$ re7resh)ents to a 0uest* even in 2usiness settin0s.
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Tra.itional In.ian 8o)en* re0ar.less o7 their reli0ion* .onDt s)oke or .rink. A)on0 ur2an elite In.ians* ho8ever* so)e 8o)en .o .rink 8ine or 2eer* an. also s)oke.
Business Entertaining
,usiness lunches are pre7era2le to .inners in In.ia. +o8ever* in recent ti)es* 2usiness .inners an. Dpo8er 2reak7astsD are also 2eco)in0 popular. Mostl-* 2usiness )eals are or0ani1e. in either hi0h-class restaurants or in 7ive-star hotels. So)e o7 these places are ver- )uch in .e)an.* an. -ou 8ill nee. to 2ook -our ta2le in a.vance. Most In.ian .ishes are @uite spic- to the 8estern palate. Ehile or.erin0 In.ian 7oo. -ou )i0ht 8ant to ask the 8aiter$ste8ar. ho8 spic- a 0iven .ish 8ill 2e. ,usiness8o)en can take In.ian 2usiness)en out 7or a )eal 8ithout causin0 a8k8ar.ness or e)2arrass)ent. A )ale 0uest* ho8ever* )a- insist on pa-in0 7or the )eal. =onversel-* i7 -ou are a )ale* an. are invite. 7or a )eal 2- an In.ian 2usiness8o)an* it is e9pecte. that -ou 8ill o77er to paK8hich* thou0h* )a- 2e politel- .ecline.L.
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Nor)all-* e9cessive tippin0 is not encoura0e.* 2ut a certain a)ount o7 tip is e9pecte.. In )ost restaurants* 3"V is a su77icient tip* 8hich )a- 2e a..e. to the 2ill. Tou can* ho8ever* 0ive an a..itional tip 2- leavin0 the chan0e to sho8 -our appreciation.
Social entertaining
I7 -ou are invite. 7or .inner at a ho)e* it is a.visa2le to arrive 3% to &" )inutes late. In )an- In.ian ho)es* one is e9pecte. to re)ove his or her shoes 2e7ore enterin0. /2servin0 this custo) is particularli)portant i7 -ou or -our 7a)il- have receive. a personal invitation or i7 the 7unction -ou are atten.in0 is a 7a)ilial one.
,e prepare. 7or the 7act that -our 0uests 8ill 2e late* since arrivin0 punctuall- 7or a social invitation is consi.ere. 2a. )anners. Also* so)e o7 -our 0uests )a- not turn up at all* even a7ter pro)isin0 that the- 8ill.
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Bin.in0s
? The 2usiness )o.el o7 )an- upco)in0 in.ustries like the in7or)ation technolo0- sector* Teleco) an. ,usiness rocess /utsourcin0* core sector co)panies like Manu7acturin0 an. Minin0 is .epen.ent heavil- on the 7orei0n )arkets. ? This increases the nee. o7 pro7essionals 8orkin0 in 7orei0n cultural settin0s. ? The )er0er an. ac@uisition activit- especiall- the cross-2or.er ac@uisitions have reache. )uch hi0her levels ? =hina is a collectivist societ- an. 7ocuses on stron0 relationships 8hile Ger)an- is an In.ivi.ual oriente. Societ-. ? S)all talk is not appreciate. in Ger)an- 8hile it is co))on in In.ia. ,usiness is 7act 2ase. in Ger)an- an. =o))unis) in7luence. in =hina. h-sical interactions are avoi.e. in =hina an. Aapan.
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? In Aapan )ore i)petus is on connections an. relations* in In.ia it is on hospita2ilit-* in Ger)an- it is on .irect co))unication* in Mala-sia it is on speci7ic set o7 rules an. in =hina itFs on collectivis). ? Thus it is not eas- to 7or) 2usiness relationships in the vast pool o7 cultures. ? A thorou0h trainin0 proce.ure is a )ust 7or a 8in-8in situation.
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=onclusion
It is i)perative that e)plo-ees 8ho are to 2e e9patriate. are 8ell in7or)e. re0ar.in0 the challen0es the- )i0ht 7ace in a 7orei0n lan.. =opin0 8ith a 7orei0n culture 2oth or0ani1ational an. national nee.s 8ell-planne. preparation. A 8ell structure. cross-cultural trainin0 8ill help the e)plo-ees to prepare 7or copin0 8ith the chan0es in the 8orkin0 st-les* 2elie7s an. values the- are e9pecte. to 7ace. A lar0e .e0ree o7 uncertaint- 8hich an e)plo-ee )i0ht 7ace 8hile )ovin0 to a 7orei0n lan. an. culture can 2e re.uce. throu0h or0ani1ational support in ter)s o7 trainin0. The hu0e costs that an or0ani1ation )i0ht 7ace .ue to e9patriate 7ailure are o7 hi0h concern. reparin0 the e)plo-ees 7or a 7orei0n assi0n)ent is )utuall- 2ene7icial to the or0ani1ation an. the e)plo-ee. Bor the e)plo-ees* a 8ell .elivere. trainin0 can help in )ana0in0 8ith the ne8 situations* 8hile 7or the or0ani1ation this helps in 0ettin0 the 2est o7 the e)plo-ee in ter)s o7 8ork output throu0h )aintainin0 the e)plo-ee )orale an. )otivation. Eith the 0ro8in0 in7luence o7 7orei0n )arkets an. increasin0 0ro8th prospects 7or )ultinational 2usiness )o.els* it is o7 hi0h i)portance that co)panies prepare their e)plo-ees to 2e 7it 7or 0lo2al assi0n)ents.
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Reco))en.ations
? Ehen or0ani1ations 2eco)e cross-2or.er entities* cross-cultural 7actors start a77ectin0 everaspect o7 the 2usiness ? These cultural .i77erences )a- a77ect )otivational 7actors* collectivis) at 8ork place* or0ani1ational structure .esi0n etc ? The ter) cross-cultural trainin0 hence is 2roa. enou0h to inclu.e .i77erences in areas like lan0ua0e a2ilities* 2usiness eti@uettes* 2elie7s an. values* social s-ste)* ne0otiatin0 st-les etc. o7 an- culture. ? This task can 2e achieve. 2- 8ell .esi0ne. cross-cultural trainin0 pro0ra)s 8hich 8ill help e)plo-ees in copin0 up 8ith the stress an. cultural shock 8hile .ealin0 8ith a ne8 culture ? =ross cultural trainin0s help the co)panies to 0ain a co)petitive a.vanta0e in the 0lo2al )arketplace 2- un.erstan.in0 an. learnin0 a2out other cultures. ? Eith this t-pe o7 trainin0* 8ork can 0o )ore @uickl- an. s)oothl- an. co)panies avoi. costl)istakes. ? +ence cross-cultural trainin0 can 2e seen as a tool 7or i)provin0 the corporate culture an. practices 2- constantl- learnin0 throu0h in.uction o7 7orei0n nationals in the or0ani1ations. ? Burther the cross-cultural trainin0 8ill help to re.uce the ps-cholo0ical stress an. cultural shock 8hich o7ten lea. to 7ailure o7 e9patriates.
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,i2lio0raph• • http:$$888.0eert-ho7ste.e.co)$in.e9.sht)l Gui.e to In.ia: Ma.hukar Shukla ? • • • • • • • • • Ee2 site: K)a.hukarshukla.co)L
0ui.es to Ger)an-: Ale9ia M Stephan etersen http:$$888.0er)an--touris)..e$. 0ui.e to Aapan: Kenneth ,er0enthal http:$$;apan.use)2ass-.0ov$acs. https:$$888.cia.0ov$li2rar-$pu2lications$the-8orl.-7act2ook$0eos$ch.ht)l http:$$888.e9ecutiveplanet.co)$in.e9.php>titleX=hina 0ui.e to =hina: eter .E. =hen 888.kln.0ov.)-. A)it an.e* Bello8 ro0ra))e in Mana0e)ent* ersonnel an. In.ustrial Relations Area IIM Ah)e.a2a.
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http:$$888.2usinessculture.co)$ http:$$888.learna2outcultures.co) http:$$888.iht.co)$articles$'""6$"3$'6$rcrossYe.&Y.php (5
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http:$$888.si.eroa..co)$,usinessY?ti@uette http:$$888.learna2outcultures.co) +o7ste.e* G. (34#") =ultureDs =onse@uences: International !i77erences in Eork Relate. Oalues* Lon.on* Sa0e. http:$$openlearn.open.ac.uk$)o.$resource$vie8.php>i.X'3"&(3 888.e9ecutiveplanet.co)
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