Cultural Management
Global Culture at the Workplace
From the moment we open our eyes to the moment we lay to rest, communication is what keeps us together, alive and functional. However, not all cultures communicate the same way - “Yes” may mean “Yes” or “No” in some cultures.
Understanding various cultures can help you smoothly do business.
From the moment we open our eyes to the moment we lay to rest, communication is what keeps us together, alive and functional. However, not all cultures communicate the same way - “Yes” may mean “Yes” or “No” in some cultures.
Did you know that in some countries "yes" doesn't always mean yes, and nodding your head up and down doesn't necessarily mean yes, nor does shaking your head from side to side automatically mean no?
It pays to know such things, as well as other differences in the cultures of countries with which you may do business. Such knowledge has several advantages. It can:
- Aid negotiation.
- Enable more cooperation.
- Enhance communication.
- Gain more motivation and productivity from others.
- Create a win/win business environment.
- Make you more trustworthy, likeable and successful.
The more you know about another country and the more you try to learn its language, the more you'll appeal to that culture's people. Obviously, this will be to your advantage.
Some Undiplomatic Facts
Before embarking on country-specific information, I want to make a few less-than-diplomatic comments. I am discussing generalities, not specifics about any one person or group of people. Finally, I want to apologise in advance if I have inadvertently insulted anyone. It is not intended.
Not all cultures honour honesty. Indeed, in some areas of the world, honesty is owed only to the immediate family and possibly to one's kinship group. In some places, “putting one over" on the other guy or fraudulently manipulating a business transaction is considered brag-worthy. Occasionally what some of us would think of as cheating is considered collaboration.
Again, we are speaking in generalisations based on statistical analyses, which means not all people of group X share trait Y but a certain percentage (typically nearly 70%) do. So, knowing a little about these cultures – the generalisations – enable you to understand when someone you meet behaves differently from people in your culture.
Romance Cultures
The French people are cultured and well-dressed and enjoy the finer things in life.
France
As I implied earlier, the French are proud of their language, so you should try to learn some of it, if only "Hello" (Bonjour), "Thank you" (Merci) and "Please" (S’il vous plait!).
Since this is a high-context culture, being introduced by the right people is important and relationships must be created before the business is conducted. Even in a casual situation, such as walking into a bakery to buy a croissant, the person behind the counter will not smile at you unless he or she has been properly introduced beforehand. You might not even get waited on until someone with whom they are more familiar is served.
The French are also proud of their culture, history and historic role in world politics. Following tradition is of the utmost importance to them and is part of the primary education of French children.
French people value logical thinking and elegant solutions. They don’t enjoy brainstorming because they don’t see the logic in it and don’t want to appear foolish by not announcing “the right answer.” They don’t respect compromises or quick fixes. They attach great importance to the process for getting things done, as well as to the results.
The French consider education important and schools – that is, the right schools – status symbols. People are judged by the schools they attended.
The French people are cultured and well-dressed (in my opinion, Parisians are among the best-dressed people in the world), and they appreciate the finer things of life. They respect honesty, directness and ethical behaviour. And they believe their fate is predetermined – that is, out of their control.
A few suggestions on how to behave in France:
Since the country is proud of its food and wine, eat slowly and show you appreciate the meal.
You're a stranger until properly introduced, so don't expect a store clerk to greet you like a long-lost relative. The clerk will be polite, though, and expect the same from you.
The French dislike rude, crude and loud behaviour. Say "Bonjour" and shake hands when meeting someone, but don't expect them to smile unless they know you or have been properly introduced.
As for business meetings, the French expect an agenda but attach no importance to the order of items. They consider process important but results even more so. Don’t be too rigid, but do try to cover everything on the agenda.
In French companies, ideas travel up the chain of command, a process anathema to Americans.
Case in point: I was consulting to a large US telecommunications company when an international French organisation bought it out. The Americans were accustomed to making decisions at their level and getting credit for their own ideas. But they quickly learned from the new company that ideas went up the chain and decisions down it. Their job was to make the boss look good. They didn't get credit for their ideas, and they were not pleased. Many of them quit within six months of being taken over by the French company.
Italians place great importance on food and businesses may be conducted over a long lunch.
Italy
Italians are, generally speaking, well-educated, highly intelligent and extremely innovative. Not only do they think outside the box, but they are also adept at creating new boxes. On the other hand, when things go awry they tend to point fingers, “It is the other guy’s.” They always have excuses why “It’s not my fault.”
Italy is a very high-context country and it's important to create and maintain a personal relationship before attempting to do business there. When you meet Italians, they are formal at first but eventually loosen up and relax. So it is important to use titles until invited to be more casual.
People in Italy set great store in social interactions. Relationships take precedence over meeting plans. I got a taste of this when I was invited to an Italian/American CEO association. The program was supposed to begin at 7:30 p.m. but everyone was still eating, networking and socializing when that time rolled around, so the speaker didn't begin until about 8:15. Relationships first. Italians will readily adapt agendas, schedules and plan to continue social interactions.
Superlatives are used sparingly in Italy. Whereas Americans might claim things are going great, Italians will say they're "not bad." They're even more fashion-forward than the French. Think of leather shoes, gloves, handbags and jackets made in Italy.
Italians are emotionally open, expressive and demonstrative. They speak with their hands. They kiss, they hug and they let you know when they're angry.
Some things to keep in mind:
When in Italy, use titles rather than first names until invited to do otherwise.
Build relationships before talking business. Also, demonstrate your appreciation for things Italian – food, fashion, arts and culture.
Speaking of food, as with the French, it's important to Italians. So show respect for meals and dining. Since eating in Italy is a social activity, chew slowly, savour your meal and enjoy the conversation. Forget your diet; relish the food, gain weight and diet after returning home.
Italians demonstrate strong loyalty to family and community. They are careful to take credit for things from their own regions. For example, it's "our bell tower", "our food", "our wine." If you are an aficionado of fine wines, you will appreciate that the region in which the grapes were grown is extremely competitive and no other region except Champagne can use that name.
Business-wise, Italians favour meeting face-to-face rather than via email. The phone is okay, but they prefer in-person conversations.
It is okay to mix social and business. Exchange ideas and conduct business over coffee or lunch.
Like the French, Italians focus on results, not process. Plans and schedules are flexible and subject to change at the last minute. Don't get upset if people aren't punctual, but be on time yourself.
Something we can learn from Italians is how to have a life. They work forty-hour weeks, take breaks during the day and sometimes enjoy siestas. And they make time for family life.
Latin America
Generally speaking, the people living in the Latin American countries are considered high-context. Relationships matter. The primary language in most of these countries is Spanish (in Brazil it's Portuguese) and it really helps to learn a little of that language before visiting Latin America. Time is fluid and flexible and family comes before business.
Mexicans are fiercely loyal to their culture and value family above all else.
Mexico
The United States has influenced its next-door neighbor in some respects, but – perhaps surprisingly – Mexico is similar to Italy and other romance countries in many ways. This is especially true when it comes to establishing relationships before doing business – and the importance of family above all else.
The country is particularistic; that is, it doesn't believe in absolute reality. Context matters, as do superstitions. Mexicans speak with emotion, often accompanied by gestures. Since reality is fluid for them, they – generally speaking – place much less importance on education than do citizens of many other countries.
Case in point: I saw one example of the way they prioritise while teaching a weekly MBA night course. One of my more dedicated students, who'd been in a prior class I'd taught in this program, had to miss three weeks in a row, forcing me to give him an incomplete. The reason for his prolonged absence was that a family member was getting married in another city (about two hours away) and he was expected to attend all the pre-wedding activities.
Mexicans multitask, so to them schedules and deadlines are approximate – they might not show up for an appointment, or they might arrive the next day. If the family needs them for any reason, it comes first. So all rules and plans are adapted to accommodate relationships. It is best, therefore, to confirm an appointment well in advance and again the day before.
Mexicans are loyal to their culture, a symbol of which is the Spanish language. This is why many resist learning English, even in the United States. Still, you'd do well to learn Spanish when doing business in Mexico.
Status symbols are important, as are titles, so if you don't know a person's "rank", guess. But guess high. If you think someone's a manager, call her or him a director; if you think someone's a director, call the person a vice president.
Relationships in Mexico are critical, including in business. Have existing contacts introduce you to people. Develop relationships with small talk. In fact, build them before discussing business.
Mexicans may ask you personal questions. Don't feel insulted or embarrassed; it's their way of getting to know you. They are doing their part to establish the relationship. As emotional people, Mexicans like to touch, so shake hands on meeting and leaving. They also blow air kisses (like in Hollywood).
And they are easily insulted. For example, don't suggest splitting the bill; you'll hurt their feelings. Either pay the whole thing or allow them to. Another example: Mexicans, men in particular, feel insulted if they are doing manual labor and you offer to help them. They assume you don’t think they're strong enough. In Mexico, machismo matters.
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