dissertation on cross cultural training

8/12/2019 Dissertation on Cross Cultural Training

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A

DISSERTATION REPORT

ON

Cross Cultural Training-A Study

(SUBMITTED TOARDS PARTIA! "U!"I!!MENT O" POST #RADUATE

DIP!OMA IN MANA#EMENT$

Und%r t&% guidan'% o) Su*+itt%d *y)

Mr. Satish Thakural Tanvi Gupta

Lecturer (AKGIM) Roll No.: - G!M-"#$"%&

'K Stone* !elhi-+apur ,pass Roa*./.Ahatik Na0ar* Gha1ia2a-'"3""4

Tel: &'%3'%*&'%3'5* &'43'$#$4*56"5%$55

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AC,NO!ED#EMENT

It 0ives e iense 0rati7ication to place on recors pro7oun 0ratitue

an sincere appreciation to each an everone o7 those 8ho have helpe e

in this eneavor.

I a ine77a2l ine2te to !r. Anoop ant* !irector AKGIM 7or

conscientious 0uiance an encoura0eent to accoplish this assi0nent.

I e9ten sincere thanks toMr. Satish Thakural7or his cooperation an

valua2le su00estions to initiate the stu.

I e9ten 0ratitue to AKGIM 7or 0ivin0 e this opportunit.

/n a personal note I 8oul like to thank all 2atch ates 7or their

support.

An oission in this 2rie7 ackno8le0eent oes not ean lack o7

0ratitue.

Gha1ia2a Tanvi Gupta

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'5thApril* '""# Roll No- G!M-"#$"%&

CERTI"ICATE "ROM TE "ACU!T. #UIDE

This is to certi7 that the pro;ect 8ork entitle Cross Cultural Training: A Studyis a

2ona7ie 8ork carrie out 2Ms. Tanvi Gupta, a caniate o7 the G!M ('""#-

'"3") A;a Kuar Gar0 Institute o7 Mana0eent* Gha1ia2a uner 0uiance an

irection.

Signature of the Guide

Mr. Satish Thakural

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TAB!E O" CONTENTS

A2stract


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Malasia


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ABSTRACT

Cnerstanin0 the values* attitues 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 everoneDs culture is siilar to ours.

To help copanies 0ain a copetitive avanta0e in the 0lo2al arketplace 2 unerstanin0 an

learnin0 a2out other cultures* trainin0 or0ani1ations* such as Einha International* o77er cross-

cultural trainin0. Eith this tpe o7 trainin0* 8ork can 0o ore @uickl an soothl an copanies

avoi costl istakes.

=ross-cultural an intercultural trainin0* a ar0inal iea &" ears a0o* has 2ooe into ainstrea

acceptance in the past 3" ears 8ith international 2usinesses tappin0 into a lar0e an soeties

e9pensive arra o7 cross an intercultural trainin0 pro0ras 7or their eploees. Trin0 to o

international 2usiness 8ithout prior cross-cultural trainin0 is a recipe 7or isaster. Ehen or0ani1ations

2ecoe cross-2orer entities* cross-cultural 7actors start a77ectin0 ever aspect o7 the 2usiness.

Ehether in ulti-cultural teas or in 2usiness interactions* the variants o7 cultural nuances eventuall

en up a77ectin0 the 2usiness.

The report eals 8ith the 7ollo8in0:

Glo2ali1ation an its e77ects.

=ulture an its eleents.

+o7steeFs =ultural !iensions

=hina

Inia

Malasia

Geran

apan

?9patriation

!esi0nin0 trainin0 pro0ra

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INTRODUCTION

The tren o7 0lo2ali1ation is proviin0 opportunities 7or Inian 7irs to reach 7orei0n arkets. The

2usiness oel o7 an upcoin0 inustries like the in7oration technolo0 sector is epenent

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-2orer ac@uisitions have reache

uch hi0her levels. The tren o7 ac@uisitions is not onl restricte to the ne8 sectors like In7oration

Technolo0* Teleco an ,usiness rocess /utsourcin0* 2ut core sector copanies like

Manu7acturin0 an Minin0 (Bor ?9aple: 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

inicates 0lo2al aspirations o7 the Inian 7irs. The haraceutical copanies have 8iene their

reach in 8orl arket 8ith e9aples like Ran2a9 an !RL havin0 presence in an countries. The

0lo2ali1ation reas present a ne8 challen0e 7or the Inian 7irs the challen0e to evelop copetent

ana0ers 8ho 8oul 2e a2le to 8ork in ne8 environents e77icientl an 8ill act as a 2ri0e2et8een the parent copan an its su2siiaries. The 0lo2ali1ation 8ill also 2rin0 ne8 eploees to

the Inian 7irs* the ones 8ith i77erent ori0in* lan0ua0e an national culture ain0 cople9ities to

the culture o7 Inian or0ani1ations. The 7irs thus nee to evelop sstes an processes not onl to

train ana0ers 7or e9patriate assi0nents 2ut also to hanle cultural iversit. This task can 2e

achieve 2 8ell esi0ne cross-cultural trainin0 pro0ras 8hich 8ill help eploees 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: Inian e9patriates an eploees ealin0 8ith e9patriates o7 other ori0ins.

The cross-cultural trainin0 8ill also 2e re@uire 7or the Inian copanies 0ettin0 into ,usiness

rocess /utsourcin0 as the clients 2elon0 to culturall i77erent environents. Eorkin0 e77ectivel in

cross-cultural conte9t is 2ecoin0 vital copetence 7or aspirin0 ana0ers. The report attepts to

e7ine the possi2le sources o7 cross-cultural i77erences* its ipact on 2usiness practices*

copetencies re@uire 7or the e9patriates* evolution o7 cross-cultural trainin0* issues to 2e consiere


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8hile evelopin0 cross-cultural trainin0* i77erent 8as o7 trainin0 the eploees an e9aples o7 a

7e8 countries to provie a 2irs ee vie8.

R%s%ar'& M%t&odology

R%s%ar'& O*/%'ti0%s

3. To Cnerstan the values* attitues an 2ehaviors o7 people in various countries that help

copanies to 0ain a copetitive avanta0e in the 0lo2al arketplace

'. To 7in out the ipact o7 ealin0 8ith a i77erent culture in toaFs copetitive environent.

&. To unerstan the o2;ectives an 2ene7its o7 cross cultural trainin0 to overcoe the cross

2orer i77erences

Ty1% o R%s%ar'&-?9plorator Research

Data sour'%s) The research is 2ase on seconar ata an the ata is collecte 7ro various

8e2sites* ournals* 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 2ecoe

cross-2orer entities* cross-cultural 7actors start a77ectin0 ever aspect o7 the 2usiness. The cross-

cultural trainin0 can 2e seen as a tool 7or iprovin0 the corporate culture an practices 2 constantl

learnin0 throu0h inuction o7 7orei0n nationals in the or0ani1ations. The stu inclue the various

trainin0 ethos* International 2usiness eti@uette tips 2 Lia Rase +o7steeFs =ultural

!iensions o7 unerstanin0 the lan0ua0e a2ilities* 2elie7s an values* social sste* 2usiness

eti@uettes in ters o7 akin0 appointents* 0uielines 7or 2usiness ress* 8elcoe topics o7

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conversations* selectin0 an presentin0 an appropriate 2usiness 0i7ts 2 takin0 e9aples o7 various

countries like =hina* Inia* Malasia* Geran an apan that help the copanies in reucin0 the

pscholo0ical stress an cultural shock 8hich o7ten lea to 7ailure o7 e9patriates an 0ain a

copetitive avanta0e in the 0lo2al arketplace 2 unerstanin0 an learnin0 a2out other cultures

T&% orld IsNot"lat

Eith apolo0ies to Thoas Briean* ana0ers 8ho 2elieve the hpe o7 a 7lat 8orl o so at their

o8n risk* sas +,S pro7essor anka; Ghea8at. National 2orers still atter a lot 7or 2usiness

strate0ists. Ehile ienti7in0 siilarities 7ro one place to the ne9t is essential* e77ective cross-2orer

strate0ies 8ill take care7ul stock o7 i77erences as 8ell. Thoas Briean* author o7 HThe Eorl Is

Blat: A ,rie7 +istor o7 the T8ent-7irst =enturH* opines that a nu2er o7 events ran0in0 7ro the

7all o7 the ,erlin Eall to the rise o7 the Internet have 7lattene the copetitive lanscape 8orl8ie

2 increasin0 0lo2ali1ation an reucin0 the po8er o7 states.

,ut the 8orl is not 7lat* ar0ues +,S pro7essor anka; Ghea8at. Think o7 it as partl 0lo2ali1e* or

Hsei0lo2ali1e.H

HStrategies that presume complete global integration tend to place far too much emphasis on

international standardization and scalar expansion.H Ghea8at ar0ues. Ehile ienti7in0 siilarities

7ro one place to the ne9t is essential* e77ective cross-2orer strate0ies 8ill take care7ul stock o7

i77erences as 8ell. +e 0roups the i77erences into 6 areas: those relate to cultural (lan0ua0e*

custos* reli0ion* ethnicities* etc.)* administrative/political (la8s* train0 2locs* colonial ties*

currenc* etc.)* geographic(phsical istance* lack o7 lan 2orer* tie 1ones* cliates* etc.)* an

economic (incoe levels* cost o7 natural resources* 7inancial resources* huan resources*

in7rastructure* in7oration* etc.). It is iportant to take a 2roa vie8 o7 such i77erences* to 7i0ure out

the ones that atter the ost in our inustr* an to look at the not ;ust as i77iculties to 2e

overcoe 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 nasaer ha also @uestione the copanDs a2ilit to

ove success7ull 7ro its hoe state o7 Arkansas to Ala2aa.

Eal-MartDs recent strate0 illustrates all three 2roa 8as o7 ealin0 8ith istancea;ustin0 to it

(Aaptation)* overcoin0 it (A00re0ation)* an e9ploitin0 it (Ar2itra0e)the AAA strate0ies

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ela2oration o7 8hich occupies close to one-hal7 o7 Redefining Global Strateg. Eal-Mart has

there7ore entere via a ;oint venture 8ith an Inian partner* ,harti* that 8ill operate the stores 8hile

Eal-Mart eals 8ith the 2ack-en o7 the 2usiness.

#!OBA!I2ATION

Glo2ali1ation is the phenoenon in 8hich the 2ounaries 2et8een nations an re0ions are 2lurre.

eople an to0ether 8ith the 0oos* in7oration an culture can travel 7ro one lan to another

8ithout uch i77icult. Glo2ali1ation has 2een reshapin0 the 8orl irresisti2l an ever iniviual

can 7eel e77ects. DGlo2ali1ationD is coonl use as a shorthan 8a o7 escri2in0 the sprea an

connecteness o7 prouction* counication an technolo0ies across the 8orl. That sprea has

involve the interlacin0 o7 econoic an cultural activit. Glo2ali1ation* thus* has po8er7ul

econoic* political* cultural an social iensions. The HoernH values such as the esire 7or

inepenence* 8ealth an success have 2ecoe increasin0 prevalent aon0 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 toa has chan0e into a ore naic an 8iesprea process. It involves a i9

o7 ne8spaper avertiseents* 8e2 2ase ;o2 postin0s* an internet 2ase heahuntin0* 8iesprea

use o7 consultants an such. +R Mana0ers shoul evelop the 7ollo8in0 copetencies in orer to

succee in the current chan0in0 ties:

=han0e Mana0eent (the a2ilit to eal 8ith uncertaint an chan0e)*

Maturit (the sta2ilit o7 per7orance uner stress)*

/penness (2ein0 open to ne8 ieas an i77erent practices)*

Ble9i2ilit$Aapta2ilit an

=onte9tual Thinkin0 (the a2ilit to see the 2i00er picture)

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Tele con7erencin0* vieo con7erencin0 are 2ein0 use 7or intervie8in0 caniates across the 0lo2e

an this reuces 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

sste* this share culture 2ins people to0ether. =ulture is a etaphor 8hich can 2e use to e9plore

the ientit o7 a 2usiness. It is a2out ho8 others see the 2usiness* 2ut also ho8 the iniviuals 8ho

8ork there unerstan it. =ulture o77ers us a po8er7ul insi0ht into the 2usiness an 8hat it is like to

8ork 8ithin it. The cultural perspective has 2ecoe popular in 2usiness stuies 2ecause it o77ers a

8a o7 e9plainin0 per7orance an unerstanin0 i77erence. It is onl one 8a o7 anal1in0

2usiness* 2ut it is an interestin0 one as it 7ocuses particularl on the insier point o7 vie8* or on 8hat

it is JreallF like to 8ork in an or0ani1ation. The stren0th o7 an or0ani1ationDs culture can an oes

a77ect a copanDs 2otto line. A stron0 corporate culture sta2ili1es per7orance. er7orance is

ore sta2le 7or stron0-culture 7irs in hi0hl copetitive arkets like otor vehicles* airlines*

technolo0* te9tiles an apparel. The share 2elie7s that e7ine a corporate culture 7unction as an

in7oral control echanis that coorinates eploee e77ort. ?ploees 8ho eviate 7ro accepte

practice can 2e easil etecte an aonishe 7aster an less visi2l 2 7riens than 2 the 2oss.

?ploees also 8ork harer an 7or lon0er hours in an or0ani1ation 8ith a stron0 corporate culture.

Research one 2 Ronal S. ,urt is the +o2art E. Eillias ro7essor o7 Sociolo0 an Strate0 at

the Cniversit /7 =hica0o Grauate School /7 ,usiness.

In the 0lo2al arketplace* kno8le0e an skills not onl ean po8er* it can also ean our survival.

Cnerstanin0 the nee 7or cultural a8areness an sensitivit is ;ust the ante to 0et into the 0ae o70lo2al 2usiness. +o8 8ell ou pla epens upon our level o7 cultural savv. It is estiate 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 copetenc - not the lack o7 technical or pro7essional

e9pertise. !evelopin0 0lo2al cultural copetenc is one o7 the ost challen0in0 aspects o7 8orkin0

0lo2all. Mana0in0 the ria 8ork an ana0eent stles that copanies 7ace across 0eo0raphies*

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2usinesses* 7unctions an pro;ects can 2e auntin0. Ehat is e77ective in one culture a 2e

ine77ective* or even inappropriate* in other cultures.

?ploees ust 2e a2le to appl ne8 learnin0 in the per7orance o7 their assi0nents* an 2e a2le to

o2serve an ake the appropriate 2ehavioral a;ustents 8hen cross cultural issues 2ecoe

iportant to their prouctivit or the e77ectiveness o7 the or0ani1ation as a 8hole.

Let us see the coon istakes Inians ake:

Bailure to unerstan the sense o7 tie ana0eent that other cultures have.

Lack o7 ocuentationost thin0s are kept in the hea.

Lack o7 e-ail eti@uette.

Not counicatin0 in a precise anner.

Aressin0 people 2 7irst nae oes not coe naturall.

A8k8arness 8hile ealin0 8ith 8oen clients $ collea0ues. Cse o7 JMiss.F or JMrs.F is not

appreciate 2 Aerican 8oenthe consier it an intrusion into their personal li7e.

Shakin0 o7 hea is not unerstoo 2 others.

The ha2it o7 counicatin0 8ith other Inians in a re0ional lan0ua0e 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 coin0 up 8ith a

8hole list o7 @uestions later.

Source: !hanan;a Savarkar* +ea o7 trainin0 epartent* LT In7otech

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D%t%r+inants o 'ultural di%r%n'%s

There have 2een an attepts to e7ine cultures an 8hat i77erentiates the. The stu 2

+o7stee (34#3*in +o7stee* '""3) e7ine an i77erentiate 2et8een cultures on various iensions

vi1. collectivis vs. iniviualis* po8er istance* uncertaint avoiance* asculinit vs. 7einis

an lon0 vs. short ter orientation. The author classi7ie a nu2er o7 countries on these paraeters.

These paraeters can 2e e7ine as:

3. o8er istance: degree of ine!ualit in po"er bet"een a less po"erful

individual and a more po"erful one in "hich the belong to same social

sstem.

'. Masculinit vs. 7einis# refers to the distribution of emotional roles bet"eenthe genders. $t opposes a tough masculine to tender feminine societ.

&. Cncertaint avoiance: is the extent to "hich a culture programs its members

to feel either comfortable or uncomfortable in unstructured situations.

6. Iniviualis 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 delaed gratification of their material, social

and emotional needs.

The i77erences in cultural values 8ere sho8n 2 the stu o7 +o7stee ('""3)* 8hich involves 5"*

plus countries 8here each one o7 the 8as classi7ie on these paraeters. These cultural i77erences

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a e77ect otivational 7actors* collectivis at 8ork place* or0ani1ational structure esi0n etc.

Oarious stuies have trie to stu these i77erences. The i77erence in cultures has 2een associate

8ith perceptions an parao9es. The cultural i77erences an varin0 approaches lea to si0ni7icant

i77erence in 2usiness practices 8hich ust 2e reco0ni1e 2 the trainers an eploees receivin0

e9patriate assi0nent.

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 stiulus. The

otivational nees o7 the ana0ers an e9ecutives var across the cultures. The otivational 7actors

that 8ork in Inia a not 2e relevant in =hina* hence the e9patriates 8ill nee to unerstan the

2asic i77erences in the eploee 2ehavior. The prouction 7acilities o7 7irs a 2e siilar across

all the su2siiaries 2ut the eploee 2ehavior in these 7acilities a not reain the sae. /ne o7 the

relevant e9aples in this conte9t is 7ailure o7 apanese ana0eent techni@ue like Pualit =ircles in

Inia. The culture i77erences e77ect the ana0erial ecisions relate to per7orance appraisals in

ulticultural 8orkplaces an ecisions in international 2usiness conte9t.

Alon0 8ith the 2usiness practices an values si0ni7icant aount o7 research have 2een conucte in

the conte9t o7 cross-cultural ne0otiations. The cross-cultural i77erences in the ne0otiation 0ae can

2e conceptuali1e alon0 four basic diensions: collectivis-iniviualis* po8er istance*

counication conte9t* an the conception o7 tie (=ohen* 344- as cite 2 ,a1eran* =urhan*

Moore an Oalle* '"""). The tie 7actor 2ecoes iportant in the conte9t o7 cross 2orer

ac@uisitions as people 2elon0in0 to i77erent cultures have i77erent perceptions relate to tie* 8hile

in soe cultures people pre7er to start an 7inish eetin0 on tie (?9aple: CSA)* in other people

a pre7er to take tie o7 their o8n (?9aple: Latin Aerica)(Ma7iel* Ma7iel* Martin* +er2i0*

344). The tie 7actor also re7ers to relationship naics o7 ne0otiations. Ehile in a ore

collectivist culture* people a pre7er to evelop relationships urin0 ne0otiations* people in ore

iniviualistic culture like CSA a not pre7er to 2rin0 relationship iension in the ne0otiations

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(Ma7iel* Ma7iel* Martin* +er2i0* 344). The nors an values relate to the ne0otiations i77er

accorin0 to the culture: perceptions a2out ne0otiation to 2e strate0ic or sner0etic* criteria 7or

selectin0 the ne0otiator* iportance 0iven to relationship 2uilin0* concern 7or protocol an 7oralit

etc. The 8a eotions are e9presse in the various cultures a i77er* 7or e9aple 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 leas 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 suen ever thin0 chan0es

incluin0 the 8ork environent* peers* processes an to an e9tent or0ani1ational culture an value

sste. The eploees react 2 coparin0 the ne8 culture to their o8n values an 2elie7s an at

ties are una2le to accept the vast i77erence 2et8een the t8o. The process o7 encounterin0 an

acceptin0 the ne8 chan0es or in other 8ors 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;ustent:

Sta0e I* the initial* or honeoon sta0e

Sta0e II* the isillusionent* or culture shock sta0e

Sta0e III* the a;ustent* or aaptation sta0e an

Sta0e IO* the aster sta0e.

The honeoon sta0e is a perio lastin0 less than t8o onths. +ere the eploee is thrille 8ith the

ne8 e9perience. The culture shock sta0e occurs as the iniviual copes seriousl 8ith livin0 in the

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ne8 culture on a ail 2asis* as a lack o7 unerstanin0 o7 the culture inhi2its a8areness o7 8hat is

appropriate* or inappropriate* 2ehavior in the ne8 cultural environent* 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;ustent sta0e is characteri1e 2 increase a2ilit to aapt in the ne8 culture an* in the

aster sta0e* a;ustent is a2out as coplete 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 aie at increasin0 an

iniviualFs capa2ilit to cope 8ith an 8ork in 7orei0n environent (Tun0* 34#3* in akaria* '""").

+ence cross-cultural trainin0 involves all the ethos like lectures* siulation etc. use to ake the

person 7ailiar 8ith a i77erent culture. The ter cross-cultural trainin0 hence is 2roa enou0h to

inclue i77erences in areas like lan0ua0e a2ilities* 2usiness eti@uettes* 2elie7s an values* social

sste* ne0otiatin0 stles etc. o7 an culture. The cross-cultural has also 2een e7ine as QBoral

ethos to prepare people 7or ore e77ective interpersonal relations an ;o2 success 8hen the

interact e9tensivel 8ith iniviuals 7ro cultures other than their o8n (,rislin an oshia* 3446).

The ter ;o2 success here sees to 2e sli0htl a2i0uous* as the 7actors e7inin0 success on an

e9patriate assi0nent can inclue or0ani1ational values* earnin0 respect 7ro peers an su2orinates*

technical skills* interpersonal an relationship ana0eent skills etc. The avanta0es 7ro cross-

cultural trainin0 have 2een liste as 7ollo8in0 (akaria* '""": '):

3. A eans 7or constant s8itchin0 7ro an autoatic* hoe culture international

ana0eent oe to a culturall aapta2le an accepta2le one

'. An ai to iprove copin0 8ith une9pecte events an cultural shock in a ne8

culture

&. A eans to reuce uncertaint o7 interactions 8ith 7orei0n nationals

6. A eans 7or enhancin0 e9patriates copin0 a2ilities

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+ence cross-cultural trainin0 can 2e seen as a tool 7or iprovin0 the corporate culture an practices

2 constantl learnin0 throu0h inuction o7 7orei0n nationals in the or0ani1ations. Burther the cross-

cultural trainin0 8ill help to reuce the pscholo0ical 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 ipact iniviuals an teas> =ross cultural i77erences

can an o ipee upon counication 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 ais to evelop a8areness 2et8een people 8here a coon

cultural 7rae8ork oes not e9ist in orer to proote clear lines o7 counication 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 in7oration

a2out their o8n cultures* preconceptions* entalities an 8orlvie8s that the

a other8ise not have conteplate. =ross cultural trainin0 helps people

learn ore a2out theselves throu0h learnin0 a2out others.

ncourage -onfidence#

=ross cultural trainin0 prootes sel7-con7ience in iniviuals an teas

throu0h epo8erin0 the 8ith a sense o7 control over previousl i77icult

challen0es in the 8orkplace.

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reak o"n arriers#

All o7 us have certain 2arriers such as preconceptions* pre;uices an

stereotpes that o2struct our unerstanin0 o7 other people. =ross cultural

trainin0 esti7ies other cultures throu0h presentin0 the uner an o2;ective

li0ht. Throu0h learnin0 a2out other cultures* 2arriers are slo8l chippe a8a

thus allo8in0 7or ore open relationships an ialo0ue.

uild Trust#

Ehen peopleFs 2arriers are lo8ere* utual unerstanin0 ensues* 8hich

results in 0reater trust. /nce trust is esta2lishe altruistic tenencies naturall

ani7est allo8in0 7or 0reater co-operation an a ore prouctive 8orkplace.

Motivate#

/ne o7 the outcoes o7 cross cultural trainin0 is that people 2e0in to see their

roles 8ithin the 8orkplace ore clearl. Throu0h sel7-analsis people 2e0in to

reco0ni1e areas in 8hich the nee to iprove an 2ecoe otivate to

evelop an pro0ress.

0pen 1orizons#

=ross cultural trainin0 aresses pro2les in the 8orkplace at a ver i77erent

an0le to traitional ethos. Its innovative* alternative an otivatin0 8a o7

anal1in0 an resolvin0 pro2les helps people to aopt a siilarl creative

strate0 8hen approachin0 challen0es in their 8ork or personal lives.

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 hien 7actors upon peopleFs 2ehaviors* those 8ho unertake cross

cultural trainin0 2e0in to eal 8ith people 8ith a sensitivit an unerstanin0

that a have previousl 2een lackin0.

evelop *istening Skills#

Listenin0 is an inte0ral eleent o7 e77ective an prouctive counication.

=ross =ultural trainin0 helps people to unerstan ho8 to listen* 8hat to listen

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7or an ho8 to interpret 8hat the hear 8ithin a uch 2roaer 7rae8ork o7

unerstanin0. , 2ecoin0 0oo listeners* people naturall 2ecoe 0oo

counicators.

'eople 2se -ommon Ground#

In the 8orkplace people have a tenenc to 7ocus on i77erences. Ehen cross

cultural counication pro2les arise the natural inclination is to 8ithra8 to

opposin0 sies an to hi0hli0ht the ne0ative aspects o7 the other. =ross cultural

trainin0 assists in evelopin0 a sense o7 utual unerstanin0 2et8een people

2 hi0hli0htin0 coon 0roun. /nce spaces o7 utual unerstanin0 are

esta2lishe* people 2e0in to use the to overcoe culturall challen0in0

situations.

-areer evelopment#

=ross cultural trainin0 enhances peopleFs skills an there7ore 7uture

eploent opportunities. +avin0 cross cultural a8areness 0ives people a

copetitive e0e over others especiall 8hen applin0 7or positions in

international copanies 8ith a lar0e ulti-cultural sta77 2ase.

Misinterpretations on account o7 cultural 7actors can 2e aa0in0 to a copanFs 2usiness. The nee

is 7or 0reater unerstanin0 an aapta2ilit. Not surprisin0l* ost or0ani1ations no8 consier the

aapta2ilit o7 caniateFs ri0ht 7ro the recruitent sta0e. Inee* aapta2ilit is an essential 7actor

in toaFs 0lo2al 2usiness environent.

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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* inter culturalists sa. In the 34#"Ds* trainin0

8as usuall o77ere 2 iniviuals or sall consultanc 0roups.Bor this reason trainers see to coe 7ro a vast ran0e o7 2ack0rouns: teachers* issionaries* ai

8orkers* international 2usiness people* sociolo0ists* social 8orkers* stuents virtuall anone 8ho

has live an 8orke a2roa. Most are e9pecte to speak at least one 7orei0n lan0ua0e. Man

copanies 8hich o77er these services no8 re@uire that their trainers have coplete soe kin o7

intercultural trainin0 course.

In recent ears* ore trainers are copletin0 octorate pro0ras 0ivin0 the a 2ase in intercultural

counication theor* 2ut success7ul trainers coul ;ust as easil 2e e9pat spouses 8ho have

kno8le0e on the 0roun e9perience.

No8 an o7 these sall 2usinesses have 2een 2ou0ht out 2 lar0er relocation 7irs. Trainers 8orr

that these lar0er 0roups o not al8as take into account the iniviual nees o7 the client. The issues

or 7ocus points are ver iportant 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

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re@uireents 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 soe issues 7or the cross-cultural trainin0:

Di%r%nt as1%'ts o ti+% li8% 1un'tuality- The tie 7actor here involve t8o

iensions that are punctualit an relationship iension. Ehile in soe

cultures like CSA startin0 an enin0 on tie are ver iportant in others like

South Aerican countries that a 2e consiere e9ceptional. Soe cultures

pre7er to take tie 7or relationship 2uilin0* 8hich a not 2e accepta2le at all

in others. +ence cross-cultural 2arriers relate to tie nee to 2e taken care o7.

!inguisti' *arri%rs- The ?n0lish is 2ein0 use 7or ost transactions 2ut then

usa0e o7 ?n0lish tens to chan0e 8ith the countr conte9ts. Bor e9aple the

pronunciation in Inia is si0ni7icantl i77erent 7ro the Aerican 8a.

Seconl certain ters a have i77erent eanin0 in i77erent lan0ua0es

hence conte9t also plas an iportant 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'%slike conuct in eetin0 an unstructure an

open iscussion. +o7steeFs ('""3) iensions like po8er istance can pla an

iportant role in situations like conuct urin0 the eetin0s. In cultures 8ith

lo8er po8er istance the eploees a ten to call their 2osses 8ith their

7irst naes 8hile this a 2e ipossi2le in cultures 8ith hi0her po8er

istances. +ence evelopin0 a 7irst han kno8le0e a2out the practices is ver

iportant.

Cultural str%ss(a2i0uit an i77erence o7 perceptions)- The trainin0 shoul

also involve ethos to counter stress an to interpret situations. The

e9patriates 8ill have to unerstan the situations on their o8n an then 7or

perceptions. The trainin0 shoul avoi an kin o7 stereotpin0 8here traineesa 2e lea to 2elieve certain thin0s a2out an culture. The culture a

2roal e9plain value sste o7 a counit or countr 2ut ever iniviual is

i77erent. +ence an iniviual 8ith a pre-7ore notion a2out the culture 8ill

2e shocke to see people i77erent 7ro his 2elie7s leain0 to lot o7 con7usion

an stress.

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8ill have to per7or* e0ree o7 sociali1ation re@uire 2 the eploee an the personal characteristics

o7 the eploees (e9traversion* interpersonal skills etc.). +ence cross-cultural trainin0 pro0ra

shoul 2e custoi1e 7or each eploee to certain e9ten. ItFs not onl the eploee 8ho nees to 2e

traine the 7ail o7 eploee shoul also 2e traine on certain issues like cultural i77erences.

Man 7irs have starte 0ivin0 ue iportance to the trainin0 o7 spouse 2ecause the sociali1ation o7

e9patriate an ;o2 success to a lar0e e9tent 8ill epen upon sociali1ation o7 his 7ail.

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 evelopent 8as 7ollo8e 2 usa0e o7contrast Aerican etho 8hich 8as nae as this etho 8as use to train 7or contrastin0 cultural

e9periences. The scenarios an cultural assiilators 8ere later aitions to the ethos. The sel7

re7erence criterion etho 8as evelope 7ro cultural analsis sste evelope in 3455. The 7irst

usa0e o7 the cultural assiilators 8as on the Aerican soliers in 34'. The e9istence o7 cultural

0eneral assiilator is relativel ne8 8ith usa0e startin0 in 34#5. The e9periential an area siulation

8ere evelope in "Fs.

The various cross-cultural trainin0 ethos can 2e e9plaine as 7ollo8s (as escri2e 2 ,ha8uk an

,rislin* '"""):

3. -ultural assimilator) The cultural assiilator is a tool that consists o7 a nu2er

o7 real li7e scenarios escri2in0 pu11lin0 cross-cultural interactions an

e9pectations. The scenarios here can 2e e7ine as critical incients 8hich

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escri2e interactions 2et8een host an e9patriates 8hich involve

isunerstanin0 relate to cultural i77erences.

'. -ontrast +merican method# This etho involves eonstration o7 2ehaviors

that are copletel oppose to 8hat is seen in the current conte9t o7 culture.

This 8as use 2 Ste8art in Aerica to train people 0oin0 a2roa hence 8as

nae contrast Aerican.

&. Self reference criterion 4SR-5# Cnconscious re7erence to oneFs o8n cultural

values in counication 8ith people 8ho are 7ro other cultures. This etho

8as evelope 2 Lee (3455)* 8ho propose 6 step proceure to overcoe sel7

re7erence criteria. The 7irst step involves e7inin0 an pro2le o7 situation in

ters o7 the e9patriateFs o8n culture* 7ollo8e 2 e7inition in the ters o7

host culture. The 2ias create 2 SR= is anal1e an reove in thir sta0e

8hich is 7ollo8e 2 solution o7 the sipli7ie 2usiness pro2le.

6. +rea simulation# The siulation is creatin0 natural situation o7 interaction 8ith

people 7ro other culture. This can 2e achieve usin0 soe actors 8ho 8ill

interact 8ith the trainee accorin0 to soe pree7ine script.

%. -ultural self a"areness model# The cultural a8areness oel inclues usa0e o7

vieo tapes 8ith thees an role plas. I7 the trainee is a2le to unerstan ho8

his culture is i77erent he 8oul 2e a2le to accept the i77erences encounterein 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@uentl

use cross-cultural trainin0 ethoolo0ies urin0 earl 4"Fs:

i. QBact-oriente trainin0

ii. Attri2ution trainin0* associate 8ith the culture assiilator to ena2le trainees to

internali1e values an stanars o7 the host culture

iii. =ultural a8areness trainin0* the stu o7 the traineeFs hoe culture an its

e77ect on his$her 2ehavior to ena2le the trainee to unerstan the nature o7

cultural i77erences

iv. =o0nitive-2ehavior oi7ication* to assist trainees to 2e a2le to o2tain re8ars

an avoi punishent in the host culture

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v. ?9periential learnin0* active participation learnin0 a2out a speci7ic host culture

an

vi. Interaction learnin0* 7or trainees to 7eel ore co7orta2le 8ith host nationals

an to learn etails a2out li7e in the host countr. Lan0ua0e trainin0 ais in

counications eonstrate an attitue o7 atteptin0 to learn a2out the host

culture ena2les one to 2e polite an perits unerstanin0.

D%ining E91atriat% Co+1%t%n'i%s

The e9patriates nee to per7or the sae set o7 7unctions 2ut in a copletel i77erent environent

8hich can cause lot o7 stress to the person. The cultural stress 8ill have si0ni7icant ipact on various

aspects o7 the ;o2 relate 2ehavior. Most o7 the e9patriate 7ailures are relate lack o7 a;ustent in

ne8 culture. +ence 8hile e7inin0 the copetencies 7or the e9patriates huan resource pro7essionals

also nee to assess the so7t skills o7 eploees 8hich 8ill 2e han in the ne8 environent like

tolerance o7 cultural i77erence* a2ilit to aapt ne8 culture an interpersonal relationships. The

cross-cultural skills re@uire 7or success7ul e9patriate assi0nent can 2e liste 2roal as (+o7stee*

'""3):

3. The capacit to counicate respect

'. The capacit to 2e non ;u0ental

&. The capacit to unerstan relativit o7 oneFs o8n kno8le0e an perception

6. The capacit to ispla epath

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%. The capacit to 2e 7le9i2le

5. Tolerance 7or a2i0uit

The 7ocus is clearl on the so7t skills an eotional aturit. The people unertakin0 7orei0n

assi0nents ust 2e ature an sta2le enou0h to accept the e9istence o7 cultural i77erences. The

shoul also 2e a2le to unerstan 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 cross-

cultural copetencies have can 2e vie8e as co2ination o7 three i77erent iensions that are sel7-

aintenance iension (ental health* pscholo0ical 8ell-2ein0* stress reuction an sel7

con7ience)* relationship iension (a2ilit to 7oster relationship 8ith the people o7 host nations an

perceptual iension (perceptions o7 host nationFs culture an its social sstes. Thus perceptions

have 2een 0iven an iportant role in e7inin0 copetencies. Most o7ten eploees ten to ake

perceptions 2ase little in7oration the receive throu0h the eia or stories. This leas to 0eneral

stereotpin0 causin0 7oration o7 8ron0 notions a2out the host culture. The eploee shoul instea

7or opinions an 2elie7s relate to the host nation onl a7ter spenin0 consiera2le aount o7 tie

over there. The events 8hich are use to 7or these perceptions shoul 2e seen in epth usin0 the

2ack 0roun in7oration like social value sste* political sste an cultural values. /nl then a

clear picture o7 host nation culture 8ill eer0e. The eploees on e9patriate assi0nents ust 2e

a2le to ecoe various ver2al an non-ver2al 8as o7 counication use in the ne8 culture an8ork in unstructure an a2i0uous situations

+ence the eploees shoul have the a2ilit to @uestion the perceptions an resolve con7licts arisin0

out o7 the cultural i77erences. The stress ana0eent skills have 2een 0iven iportance 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 7ail.

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International ,usiness ?ti@uette Tips 2 Lia Rase

To sa that toaDs 2usiness environent is 2ecoin0 increasin0l ore 0lo2al is to state the o2vious.

Meetin0s* phone calls an con7erences are hel all over the 8orl an attenees can coe 7ro an

point 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 custos an cultures

i77er our o8n. ou a never have to leave hoe to interact on an international level.

Ehile the ol aa0e HEhen in Roe* o as the Roans oH still hols 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 hoe8ork an put our 2est international 7oot 7or8ar can cost

ou relationships an 7uture 2usiness. /ne sall isstep such as usin0 7irst naes inappropriatel*

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not o2servin0 the rules o7 tiin0 or senin0 the 8ron0 color 7lo8er in the 8elcoe 2ou@uet can 2e

costl.

There is no one set o7 rules that applies to all international visitors so o the research 7or each countr

that our clients represent. That a soun like a auntin0 task* 2ut taken in sall steps* it is

ana0ea2le an the re8ars are 8orth the e77ort.

Building r%lations&i1s

Be8 other people are as ea0er to 0et o8n to 2usiness as 8e Aericans. So

take tie 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 tie* especiall 8ith people 7ro Asia an Latin Aerica.

Dr%ssing 'ons%r0ati0%ly

Aericans like to ress 7or 7ashion an co7ort* 2ut people 7ro other parts o7

the 8orl are 0enerall ore conservative. our 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 as that ou eet 8ith our 7orei0n 0uests.

O*s%r0% t&% &i%rar'&y

It is not al8as a siple atter to kno8 8ho the hi0hest-rankin0 e2er is

8hen ou are ealin0 8ith a 0roup. To avoi e2arrassent* err on the sie o7

a0e an asculine 0ener* onl i7 ou are una2le to iscover the protocol 8ith

research. I7 ou are interactin0 8ith the apanese* it is iportant to unerstan

that the ake ecisions 2 consensus* startin0 8ith the oun0er e2ers 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 hanshake 7or

eetin0 an 0reetin0. +o8ever* the Aerican stle hanshake 8ith a 7ir

0rip* t8o @uick pups* ee contact an a sile is not universal. Oariations in

hanshakes are 2ase on cultural i77erences* not on personalit or values. The

apanese 0ive a li0ht hanshake. Gerans o77er a 7ir shake 8ith one pup*

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an the Brench 0rip is li0ht 8ith a @uick pup. Mile ?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 soe8here alon0 the 8a.

Using titl%s and 'orr%'t or+s o addr%ss

Ee are ver in7oral in the Cnite States an are @uick to call people 2 their

7irst nae. Approach 7irst naes 8ith caution 8hen ealin0 8ith people 7ro

other cultures. Cse titles an last naes until ou have 2een invite to use the

personDs 7irst nae. In soe cases* this a never occur. Cse o7 7irst naes is

reserve 7or 7ail an close 7riens in soe cultures. Titles are 0iven ore

si0ni7icance aroun the 8orl than in the Cnite States an are another

iportant aspect o7 aressin0 2usiness people. ?arne acaeic e0rees are

ackno8le0e. Bor e9aple* a Geran en0ineer is aresse as H+err

In0enieurH an a pro7essor as H+err ro7essorH. Listen care7ull 8hen ou are

introuce to soeone an pa attention to 2usiness cars 8hen ou receive

the.

E9'&anging *usin%ss 'ards

The ke to 0ivin0 out 2usiness cars 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 in7oration. Cse 2oth hans to present our car to visitors

7ro apan* =hina* Sin0apore* or +on0 Kon0. Ehen ou receive soeone

elseDs 2usiness car* al8as look at it an ackno8le0e it. Ehen ou put it

a8a* place it care7ull in our car case or 8ith our 2usiness ocuents.

Stickin0 it hapha1arl in our pocket is eeanin0 to the 0iver. In ost cases*

8ait until ou have 2een introuce to 0ive soeone our car.

3aluing ti+%

Not everone in the 8orl is as tie conscious as Aericans. !onDt take itpersonall i7 soeone 7ro a ore rela9e culture keeps ou 8aitin0 or spens

ore o7 that cooit than ou norall 8oul in eetin0s or over eals.

Stick to the rules o7 punctualit* 2ut 2e unerstanin0 8hen our contact 7ro

another countr sees unconcerne.

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onoring s1a'% issu%s

Aericans have a particular value 7or their o8n phsical space an are

unco7orta2le 8hen other people 0et in their real. I7 the international visitor

sees to 8ant to 2e close* accept it. ,ackin0 a8a can sen the 8ron0

essa0e. So can touchin0. ou shoulnDt risk violatin0 soeone elseDs space

2 touchin0 the in an 8a other than 8ith a hanshake.

Ehether the 8orl coes to ou or ou 0o out to it* the 0reatest coplient

ou can pa our international clients is to learn a2out their countr an their

custos. Cnerstan i77erences in 2ehavior an honor the 8ith our

actions. !onFt take o77ense 8hen visitors 2ehave accorin0 to their nors.

Bollo8in0 shall help one avoi e2arrassin0 oents:

a*its ro+ o+%

/ne o7 the trickiest thin0s a2out 8orkin0 8ith 7orei0n counterparts is the risk

that sall* evera 0estures coul 2e 8ill isinterprete. Bor e9aple*

noin0 our hea up an o8n in North Aerica si0ni7ies our a0reeent

8ith a person. ,ut in ,ul0aria* the sae action 8oul tell the person ouDre

eetin0 8ith that ouDre isa0reein0 8ith theU hsical 0estures pla an

iportant 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 soe o7 the @uanaries 2usiness travelers 7ace. Bor e9aple*

Thailan* itDs custoar to e9chan0e 0i7ts urin0 our secon 2usiness

eetin0. In =hina* ho8ever* 0i7t 0ivin0 is consiere a 7or o7 2ri2er an is

actuall ille0alU

In North Aerica* itDs coon to call 2usiness collea0ues 2 their 7irst naes*

2ut this 8oul 2e inappropriate in apan. apanese ac@uaintances shoul al8as

2e aresse 2 their title or 2 their last nae 8ith the pre7i9 san. +o8ever*

the pre7i9 san shoul not 2e use 7or a chil* spouse or an a2sent collea0ue.

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Oisitin0 a 7orei0n culture can 2e 2e8ilerin0 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 custos an traitions o7 the

iniviuals ouDre eetin0 8ith so an o7 the sae rules appl. Oirtual

eetin0s also have the ae i77icult o7 not phsicall 2ein0 8ith the people

ouDre eetin0. A isinterprete sentence coul lea to a a;or

isunerstanin0 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 con7ient 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 holia season

o77ers an appropriate tie 7or sain0 thank ou an enhancin0 these relationships.

+olia 0i7t 0ivin0 has 2ecoe a traition in the 2usiness 8orl. More an ore 2usinesses are

reali1in0 the iportance o7 such a 0esture. A seasonal Hthank ouH 0i7t can conve 0oo8ill as 8ell

as ackno8le0e an e9press our appreciation to clients* custoers an associates. +anle

appropriatel* the ipact 7or our 2usiness can 2e ver 2ene7icial.

Gi7t 0ivin0 shoul 2e one onl i7 ou currentl o 2usiness 8ith the or0ani1ation. Senin0 a 0i7t

8hen ou are in the 2iin0 process* or in ne0otiations on a contract a 2e isinterprete as 2ri2er

or an attept to 0ain inappropriate in7luence.

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3. our relationship 8ith the recipient shoul pla an iportant part in the 0i7t

0ivin0 ecision. I7 our client is istant or not particularl 7rienl* o not

assue the 0i7t 8ill stren0then the relationship.

'. Avoi alcohol unless ou kno8 the recipient on a close personal 2asis. Man

people have reli0ious an$or personal issues 8ith alcohol.

&. I7 ou have contact 8ith an people in the copan* consier senin0 a 0i7t

suita2le 7or sharin0 8ithin an o77ice settin0. A 7oo 2asket or other 0ouret

7oo 0i7t is appropriate. Make certain the ites o not re@uire preparation* are

non-perisha2le* an are securel packa0e i7 shipent is re@uire.

6. I7 the 0i7t is 7or an iniviual* tr to tailor the 0i7t to the iniviualDs ho22ies or

interests. Make certain the 0i7t cannot in an 8a 2e isconstrue as Htoo

personalH* especiall across 0ener lines.

%. Keep lo0o on 0i7t ites sall iscreet so as not to appear as an

avertiseent. !o not put a lo0o on a 0i7t i7 ou 8ant to create the ipression

that the 0i7t is coin0 7ro ou personall.

5. Ehen possi2le* personal or essen0er eliver is pre7era2le. Ehen this is not

practical* ake certain that 0i7ts are accopanie 2 a 2rie7* personali1e*

han8ritten note or si0nature.

. Make our 0i7t stan out 7ro the rest 2 senin0 it as a Thanks0ivin0 or Ne8earDs 0i7t.

a. Thanks0ivin0: ours 8ill 2e the 7irst 0i7t to arrive* Thanks0ivin0

has no reli0ious connotations* an 8hat 2etter tie to sa HThank

ou.H

2. Ne8 earDs: A7ter all the e9citeent an partin0 has ene* an

everone is 2ack to 8ork* our 0i7t* 8ith a note 8ishin0 HA +app*

+ealth rosperous Ne8 earUH 8ill 2e a nice surprise.

#. =heck the corporate polic. Lar0e copanies a have a no 0i7t polic. hone

the ersonnel !ept. o7 a copan 7or their 0uielines.

I7 ou have an concerns a2out the appropriateness o7 0ivin0 a 0i7t* or ho8 it i0ht 2e construe*

reconsier. =hoose a 2eauti7ul car an 8rite a personal note. Sen a onation to charit. Al8as

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0uar a0ainst even the appearance o7 ipropriet. It can onl hurt a 2usiness relationship...it 8ill

never help.

,asket =aravan

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China

Re 8ith a lar0e ello8 7ive-pointe star an 7our

saller ello8 7ive-pointe stars (arran0e in a vertical

arc to8ar the ile o7 the 7la0) in the upper hoist-sie corner

Country PDI IDV MAS UAI LTO

China * 80 20 66 30 118

Geert +o7stee analsis 7or =hina has Lon0-ter /rientation (LT/) the hi0hest-rankin0 7actor (33#)*

8hich is true 7or all Asian cultures. This !iension inicates a societDs tie perspective an an

attitue o7 perseverin0 that is* overcoin0 o2stacles 8ith tie* i7 not 8ith 8ill an stren0th.

The =hinese rank lo8er than an other Asian countr in the Iniviualis (I!O) rankin0* at '"

copare to an avera0e o7 '6. This a 2e attri2ute* in part* to the hi0h level o7 ephasis on a

=ollectivist societ 2 the =ounist rule* as copare to one o7 Iniviualis.

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The lo8 Iniviualis rankin0 is ani7est in a close an coitte e2er D0roupD* 2e that a 7ail*

e9tene 7ail* or e9tene relationships. Loalt in a collectivist culture is paraount. The societ

7osters stron0 relationships 8here everone takes responsi2ilit 7or 7ello8 e2ers 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. Soe reli0ious

practice is accepta2le in =hina ho8ever* the 0overnent sets ri0i liits.

Making appointments

,ein0 late 7or an appointent is consiere a serious insult in =hinese 2usiness culture.

The 2est ties 7or scheulin0 appointents are April to une an Septe2er to /cto2er.

,usiness an 0overnent hours are #:"" a.. to %:"" p..* Mona throu0h Satura. There

is* ho8ever* a 7ive-a 8ork 8eek in lar0er cities. !o avoi plans to visit 0overnent

o77ices on Bria a7ternoon* 2ecause this is soeties reserve 7or Dpolitical stuin0D o7 the

o77icials.

Most =hinese 8orkers take a 2reak 2et8een 3':"" p..- ':"" p.. racticall everthin0

Hshuts o8nH urin0 this perio* incluin0 elevator an phone services.

Ehen scheulin0 our appointents* 2e sensitive to holias such as =hinese Ne8 ear.

!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

avisor to allo8 the lon0 holias.

Guidelines for business dress

In =hinese 2usiness culture* conservative suits an ties in su2ue colors are the nor. ,ri0ht

colors o7 an kin are consiere inappropriate.

Eoen shoul 8ear conservative suits or resses a 2louse or other kin o7 top shoul have a

hi0h neckline. Stick 8ith su2ue* neutral* colors such as 2ei0e an 2ro8n. ,ecause o7 theephasis on conservative* oest* ress in =hinese 2usiness culture* 7lat shoes or ver lo8

heels are the ain 7oot8ear options 7or 8oen. This is true especiall i7 ou are relativel uch

taller than our hosts. +i0h heels are accepta2le onl at a 7oral reception hoste 2 a 7orei0n

iploat.

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Men shoul 8ear suits an ties to 7oral events tu9eoes are not a part o7 =hinese 2usiness

culture.

eans are accepta2le casual 8ear 7or 2oth en an 8oen.

Shorts are reserve 7or e9ercise.

,e7ore our visit* it 8ill 2e a 0oo iea to prepare oursel7 2 stuin0 aspects o7 =hinese culture*

histor* an 0eo0raph. our hosts 8ill appreciate our initiative.

Ne0ative replies are consiere ipolite. Instea o7 sain0 DnoD* ans8er Da2eD* DIDll think a2out

itD* or DEeDll seeD an 0et into speci7ics later.

ou a 2e aske intrusive @uestions concernin0 our a0e* incoe* an arital status. I7 ou

onDt 8ant to reveal this in7oration* reain polite an 0ive an unspeci7ic ans8er.

Make an e77ort to learn an use at least a 7e8 8ors in =hinese 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 8elcoe* an usuall

e9pecte* topic o7 conversation.

DSall talkD is consiere especiall iportant at the 2e0innin0 o7 a eetin0 an o7 the topics

su00este in the ne9t set o7 points 8ill 2e appropriate 7or this occasion.

Addressing others with respect=hinese naes appear in a i77erent orer than Eestern naes. ?ach person has* in this orer* a 7ail*

0enerational* an 7irst nae. Generational an 0iven naes can 2e separate 2 a space or a hphen*

2ut are 7re@uentl 8ritten as one 8or. The 0enerational esi0nation is usuall the 7irst 8or o7 a t8o-

8ore 7irst nae. Most oern =hinese 7irst naes are sin0le 8ore. Most people shoul 2e

aresse 8ith a title an their last nae. I7 a person oes not have a pro7essional title* use QMr.*

QMaa* QMiss* plus the last nae. A arrie =hinese 8oan usuall retains her aien nae she

8ill use her hus2anDs last nae on occasions 7or 7oral aressin0 onl.Man =hinese aopt an ?n0lish 7irst nae to ake it easier 7or North Aericans an other Eesterners

to aress the. ou can e9pect to hear soe rather o an rare ?n0lish naes as the tr har to 2e

i77erent 7ro others. Cnless ouDre a =ounist* never re7er to soeone as Q=orae.

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Selecting and presenting an appropriate business gift

Lavish 0i7t 0ivin0 8as an iportant part o7 =hinese culture in the past. Toa* o77icial polic in

=hinese 2usiness culture 7or2is 0ivin0 0i7ts this 0esture is consiere 2ri2er* an ille0al act in

this countr. =onse@uentl* our 0i7t a 2e ecline.

I7 ou 8ish to 0ive a 0i7t to an iniviual* ou ust o it privatel* in the conte9t o7 7rienship*

not 2usiness.

The =hinese 8ill ecline a 0i7t three ties 2e7ore 7inall acceptin0* so as not to appear 0ree.

ou 8ill have to continue to insist. /nce the 0i7t is accepte* e9press 0ratitue. ou 8ill 2e

e9pecte to 0o throu0h the sae 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 e2arrassent* an possi2l even pro2les 7or the recipient* 0iven the strict rules

a0ainst 2ri2er in =hinese 2usiness culture.

Givin0 a 0i7t to the entire copan* rather than an iniviual* can 2e accepta2le in =hinese

2usiness culture as lon0 as ou ahere to the 7ollo8in0 rules:

All 2usiness ne0otiations shoul 2e conclue 2e7ore 0i7ts are e9chan0e.

Speci7 that the 0i7t is 7ro the copan ou represent. I7 ou can* e9plain the eanin0

o7 the 0i7t to the receiver.

resent the 0i7t to the leaer o7 the =hinese ne0otiatin0 tea.

!o not 0et anthin0 that is o2viousl e9pensive* so that the copan 8ill not 7eel

o2li0e to reciprocate.

What you should know before negotiating

ouDll 7in it 2ene7icial to 2rin0 our o8n interpreter* i7 possi2le* to help ou unerstan the

su2tleties o7 everthin0 2ein0 sai urin0 eetin0s.

Speak in short* siple* sentences 7ree o7 ;ar0on an slan0. ause 7re@uentl* so that people 8ill

2e a2le to unerstan everthin0 ouDve sai.

ou 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.

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Generall* the =hinese treat Qoutsie in7oration 8ith caution.

,elie7 in the =ounist part line 8ill 2e a oinant in7luence in all ne0otiations.

?pirical evience an other o2;ective 7acts 8ill 2e accepte onl i7 the o not contraict

=ounist part octrine an oneDs 7eelin0s. The =hinese are ver keen a2out e9chan0in0 2usiness cars* so 2e sure to 2rin0 a plenti7ul

suppl. ?nsure that one sie is in ?n0lish an the other is in =hinese* pre7era2l in the local

ialect. Inclue our pro7essional title on our 2usiness car* especiall i7 ou have the seniorit

to ake ecisions. In =hinese 2usiness culture* the ain point o7 e9chan0in0 2usiness cars is

to eterine 8ho 8ill 2e the ke ecision-akers on our sie.

I7 our copan is the olest 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 cars printe in 0ol ink. In =hinese 2usiness culture* 0ol is

the colour o7 presti0e* prosperit.

resent our car 8ith t8o hans* an ensure that the =hinese sie is 7acin0 the recipient. Ehen

receivin0 a 2usiness car* ake a sho8 o7 e9ainin0 it care7ull 7or a 7e8 oents then*

care7ull place it into our car case or on the ta2le* i7 ou are seate at one. Not reain0 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 e2ers o7 our 0roup are e9pecte to lea the iscussion. Interruptions o7 an

kin 7ro su2orinates are consiere shockin0 2 the =hinese.

In =hinese 2usiness culture* huilit is a virtue. ?9a00erate clais are re0are 8ith suspicion

an* in ost instances* 8ill 2e investi0ate.

The =hinese 8ill not irectl sa Qno to ou. Instea* a2ivalent ans8ers such as Qperhaps*

QID not sure* QIDll think a2out it* or QEeDll see usuall ean Qno.

The =hinese ten to e9ten ne0otiations 8ell 2eon the o77icial ealine to 0ain avanta0e. /n

the 7inal a o7 our visit* the even a tr to rene0otiate everthin0.

At the en o7 a eetin0* ou are e9pecte to leave 2e7ore our =hinese counterparts.

ou 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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Acceptable public conduct

The =hinese 8ill soeties no as an initial 0reetin0. ,o8in0 is selo use e9cept in

cereonies. +anshakes are also popular 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 hans 8hen speakin0* an 8ill onl 2ecoe annoe 8ith a

speaker 8ho oes.

The =hinese* especiall those 8ho are oler an in positions o7 authorit* islike 2ein0 touche

2 stran0ers.

Silin0 is not as noticea2le in =hina* since there is a heav ephasis on repressin0 eotion.

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MALAYSIA36 e@ual hori1ontal stripes o7 re (top) alternatin0 8ith

8hite (2otto) there is a 2lue rectan0le in the upper hoist-

sie corner 2earin0 a ello8 crescent an a ello8 36-

pointe star the crescent an the star are traitional s2ols o7 Isla the esi0n 8as 2ase on the 7la0

o7 the CS

Country PDI ID3 MAS UAI

Malaysia 3"6 '5 %" &5

Malasia is a constitutional onarch 8ith an electe 7eeral parliaentar 0overnent. The countr

is coprise o7 3& states* 33 on the Mala eninsula an t8o* Sa2ah an Sara8ak* on the islan o7

,orneo. There is also a 7eeral istrict* 8hich contains the capital cit o7 Kuala Lupur* the

ainistrative center o7 utra;aa* an the islan o7 La2uan (locate o77 the south8est coast o7 Sa2ah).

Malasia is a ulti-ethnic countr o7 ' illion people. Malas 7or the preoinant ethnic 0roup.

The t8o other lar0e ethnic 0roups in Malasia are =hinese an Inians. Isla is the national reli0ion.

,ahasa Malasia is the o77icial lan0ua0e* althou0h ?n0lish is 8iel spoken.

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Malasia has one o7 the hi0hest ranks on the !I 8hich sho8s hi0h ivie 2et8een the rich an the

poor. The co2ination o7 these t8o hi0h scores (CAI) an (!I) create societies that are hi0hl rule-

oriente 8ith la8s* rules* re0ulations* an controls in orer to reuce the aount 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 sste that oes not allo8 si0ni7icant up8ar o2ilit o7 its citi1ens.

Ehen these t8o !iensions are co2ine* it creates a situation 8here leaers have virtuall ultiate

po8er an authorit* an the rules* la8s an re0ulations evelope 2 those in po8er* rein7orce their

o8n leaership an control. It is not unusual 7or ne8 leaership to arise 7ro are insurrection the

ultiate po8er* rather than 7ro iploatic or eocratic chan0e.

Making appointments

All corresponence 8ith 0overnent o77icials ust 2e in the lan0ua0e o7 ,ahasa Malasia. I7

ou 8ish* provie an accopanin0 translation in ?n0lish.

Althou0h ost Malas are Musli* not all o7 Malasia 7ollo8s the traitional Islaic 8orkin0

8eek in 8hich Bria is the Islaic hol a an the 8eeken takes place on Thursa an

Bria.

The Malasian capital cit* Kuala Lupur* is in the state o7 Selan0or* 8here the 8orkin0 8eek

is Mona throu0h Bria.

Stanar 2usiness hours are #:"" a.. to %:"" p.. Mona throu0h Bria o77ices are

soeties open hal7 a a on Satura* usuall in the ornin0.

Since ost o7 the countr is Musli* it 8oul 2e sensi2le to scheule eetin0s aroun praer

ties. Bor e9aple* Bria at noon is a particularl 2us tie 7or praers. Moreover* an

copanies close their o77ices on Bria a7ternoons.

Tr to scheule appointents at least t8o 8eeks in avance. I7 ou have not et arrive in

Malasia* itDs a 0oo polic to scheule the a onth ahea o7 tie. Malasian e9ecutives ten

travel 7re@uentl* ainl to con7erences in their area o7 pro7essional interest.

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Governent o77ice hours are tpicall #:&" a.. to 6:6% p.. Also* 0overnent o77ices are open

on Saturas 7ro #:&" a.. until 3':"" p.. in the ore o2servant Musli states* the are

open Thursa 7ro #:&" a.. to noon.

Store hours var. Most stores open 7ive or si9 as a 8eek* 7ro 4:"" a.. or 3":"" a..* an

8ill close at 5:"" p.. or :"" p..

+olias in Malasia var 7ro state to state. The o2servant Musli states o not cele2rate an

non-Islaic holias such as =hristas an ?aster.

The a;orit o7 Malasian 2usinesspeople are =hinese ou can e9pect the to 2e punctual.

Most 0overnent o77icials* ho8ever* are ethnic Malas 8ho have ore o7 a rela9e attitue

to8ar tie. Althou0h 2usiness travelers are e9pecte to 2e on tie* an ethnic Mala a not

necessaril o the sae.

Making appointments

The Inian inoritDs perspective on tie is siilar to that o7 the Malas. Nevertheless* the Inian

pro7essionals ou a encounter 8ill e9pect punctualit.

Althou0h punctualit is not al8as a priorit in Malasia* ou shoul still arrive on tie 7orappointents. ?ven i7 ou kno8 ou are 0oin0 to 2e kept 8aitin0* ake an e77ort to arrive on tie.

Moreover* akin0 a Malasian e9ecutive 8ait can result in Qloss o7 7ace* 8hich has ne0ative

conse@uences in this culture.

Alcohol 8ill not 2e serve at an social event hoste 2 o2servant Muslis. Since there 8onDt 2e a

Qcocktail hour on these occasions* e9pect that the eal 8ill 2e serve close to the tie 0iven on the

invitation.

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Malasia is increi2l hot an hui throu0hout the ear. The teperature ran0es 7ro %-4% B an

huiit 2et8een 5" an "V. The onsoon season runs 7ro Septe2er throu0h !ece2er* 2ut

suen sho8ers occur all ear lon0. Man people carr an u2rella ever a.

,e sure to pack li0ht 8ei0ht 7a2rics.

Avoi 8earin0 ello8 2ecause it is the color reserve 7or Malasian roalt.

As a 7orei0ner* ou shoul ress ore conservativel until ou are sure certain o7 the e0ree o7

7oralit e9pecte.

,ecause o7 the heat an huiit* 2usiness ress in Malasia is o7ten casual. Stanar 7oral

o77ice 8ear 7or en is ark trousers an a li0ht-coloure lon0-sleeve shirt an tie* 8ithout a

;acket. Man 2usinessen 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 reove the i7 it sees appropriate.

Stanar 2usiness attire 7or 8oen inclues resses an li0ht-coloure* lon0-sleeve 2louses

an skirts.

Eoen ust 2e sensitive to Musli an +inu 2elie7s* an* conse@uentl* 8ear 2louses that

cover at least their upper ars. Skirts shoul 2e knee-len0th or lon0er. In Malasia* clothin0

stles 7or 2usiness8oen ten to 2e 7rill an ornaental.

Shorts shoul 2e avoie.

Re0arless o7 8hat ou choose to 8ear* ake the e77ort to aintain a clean* 8ell-0rooe

appearance. Moreover* 2athe several ties a a i7 necessar.

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Welcome topics of conversation

,e a8are that in Malasia* itDs per7ectl accepta2le to ask people @uestions a2out their 8ei0ht* incoe*

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* sie-step these @uestions as 0raciousl as possi2le. Re0arless*

o not e9press annoance* outra0e* or siilar 7eelin0s that 8ill cause the @uestioner to Qlose 7ace.

Respectfully addressing others

Aressin0 Malasians properl can 2e i77icult* especiall 7or Eesterners un7ailiar 8ith the nain0

patterns o7 the countrDs various ethnic 0roups. !urin0 an introuction* ake a point o7 repeatin0 the

title an nae o7 the person a7ter8ars* ask i7 ou are pronouncin0 everthin0 correctl.

Ehen ou ask a Malasian 8hat ou shoul call hi or her* irectl state 8hat he or she shoul call

ou. our Malasian counterpart a 2e unsure as to 8hich o7 our naes is our surnae. Bollo8 the

MalasianDs lea as to the e0ree o7 7oralit.

Most 2usinesspeople ou eet shoul 2e aresse 8ith a title an nae. I7 a person oes not have a

pro7essional title i.e.* Qro7essor* Q!octor* Q?n0ineer* a Eesterner a use courtes titles such as

QMr. or QMrs.* plus the nae. ,e a8are* ho8ever* that ou a 2e oittin0 other titles that are

iportant to 2oth the person an to our unerstanin0 o7 that person.

Malasia is a constitutional onarch 8ith nine roal houses. Eith so an roals* 7orei0ners are

likel to encounter one eventuall. Titles an 7ors o7 aress var. The 2est strate0 is to ask a native

ho8 a particular roal shoul 2e aresse.

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Selecting and presenting an appropriate business

gift

Gi7ts are usuall reserve 7or 7riens. ,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 Malasian Anti-=orruption A0enc has e9ceptionall strict la8s a0ainst 2ri2er. Moreover*

0ivin0 a 0i7t that sees too 0enerous a 2e interprete as a 2ri2e an coul 0et ou in trou2le

8ith the authorities.

A 0i7t shoul 2e receive in 2oth hans* pals 7acin0 up8ars.

Recoene 2usiness 0i7ts inclue @ualit pens* esk accessories* an ites representative o7

our countr or cit.

Recoene social 0i7ts inclue soethin0 representative o7 our countr or a 7oo that a

2e consiere a elicac.

What you should kno before negotiating

,usiness cars shoul 2e printe--pre7era2l e2osse--in ?n0lish. Since a hi0h proportion o7

Malasian 2usinesspeople are =hinese* it 8ill 2e an asset to have the reverse sie o7 our car

translate into =hinese. Moreover* 0ol ink is the ost presti0ious colour 7or =hinese

characters. ?nsure that our 2usiness car outlines our eucation* pro7essional @uali7ications*

an 2usiness title. ouDll 7in that Malasians inclue an o7 these etails on their car.

A7ter the necessar introuctions are ae* o77er our car to everone present.

resent our car 8ith 2oth hans. Another option is to present our car usin0 our ri0ht han*

8ith the le7t han 0entl supportin0 our ri0ht.

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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 hans* then care7ull e9aine it 7or a 7e8

oents 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 proceure.

A7ter receivin0 a car* never hastil stu77 it into our 2ack pocket. Moreover* o not 8rite on

another personDs 2usiness car.

ou 8ill have to 2e prepare to ake several trips to Malasia 2e7ore the ecision-akin0

sta0e. ust as in other cultures* esta2lishin0 a prouctive 2usiness relationship re@uires a lon0-

ter coitent.

?9pect ne0otiations to 2e slo8 an protracte.

Gettin0 ac@uainte is the ain purpose o7 the 7irst eetin0.

It is iportant 7or 7orei0n 2usiness e9ecutives to evelop a personal relationship 8ith their

Malasian counterparts.

,e7ore our presentation* ensure that ou have care7ull thou0ht throu0h all aspects o7 our

proposal.

?thnic Malas ten to 2e su2;ective* associative thinkers. The 8ill o7ten involve theselves personall

in pro2le-solvin0* rather than seek 0uiance 7ro a speci7ic set o7 la8s or rules.

Su2;ective 7eelin0s* co2ine 8ith the Islaic 7aith* ten to 0uie perceptions o7 the truth aon0

ethnic Malas. Keep our cool an re7rain 7ro sho8in0 that ou are upset. , reainin0 cal at all

ties* ou 8ill 2e perceive as 2ein0 a2le to control our eotions* rather than allo8in0 the to

control ou.

,e7ore ans8erin0 a @uestion* Malasian 2usiness protocol eans that the responent allo8 7or a

respect7ul pause--lastin0 as lon0 as 3" to 3% secons. Eesterners 8ill soeties istakenl assue

that the have an a0reeent an resue talkin0 2e7ore a Malasian has a chance to 0ive a 0enuine

response.

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Since Malasians--particularl the =hinese--o7ten consult astrolo0ers* si0nin0 a contract a 2e

elae until a Qluck a arrives. Cnerstan that in Malasian 2usiness culture* it is coonplace

7or ne0otiations to continue a7ter a contract has 2een si0ne.

!ntertaining for business success

ou shoul think o7 2usiness entertainin0 in Malasia as a kin o7 test. our Mala hosts 8ill 2e

onitorin0 ou closel the 8ill o 2usiness 8ith ou onl i7 the are con7ient 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* reain

patient an allo8 our Malasian 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

Malasian event. Accept social invitations o7 an kin these occasions are an iportant part o7 oin0

2usiness here. I7 ou ust ecline* 0ive a plausi2le e9cuse so that ou o not cause the invitee to Qlose

7ace.

Bollo8 Malasian 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.

Al8as 8ait to 2e seate the hi0hest Malasian o77icer in attenance or the host is usuall in char0e o7

the seatin0 arran0eents.

+otel restaurants are the sa7est inin0 option 7or 8oen travelin0 alone.

,e7ore enterin0 a hoe or os@ue* reove our shoes an sun0lasses.

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Making appointments

Never unerestiate the iportance o7 punctualit in Geran 2usiness culture.

,e prepare to ake an appointent 7or ost thin0s. Gerans onDt usuall 7eel co7orta2le

iscussin0 especiall serious thin0s Qon the 0o* so onDt e9pect to 2e a2le to ;ust rop into the

o77ice unannounce 7or an etaile iscussions. Make our appointents 8ell in avance. I7

ou ust 2e late 7or an reason* itDs iportant that ou call an noti7 the person 8ho is

e9pectin0 ou. Moreover* ou shoul 0ive a plausi2le e9planation 7or the ela.

The pre7erre ties 7or 2usiness appointents are 2et8een 3":"" a.. an 3:"" p.. or 2et8een

&:"" p.. an %:"" p.. Avoi scheulin0 appointents on Bria a7ternoons* as soe o77icesclose 2 ':"" p.. or &:"" p.. on Brias.

=asuall chan0in0 the tie an place o7 an appointent is not appreciate. Allo8 7or at least '6

hrs* i7 ou can* to chan0e or cancel appointents. ,e prepare to o77er a plausi2le e9planation.

,e sensitive to vacation an 7estival perios here. Gerans 0enerall have si9 8eeks o7 pai

vacation* 8hich eans soeone is alost al8as Qin Crlau2 Qon holia. Bor instance*

Gerans coonl take lon0 vacations urin0 ul* Au0ust* !ece2er an ?aster* 8hen

schools 2reak.


!ress in corporate 2usiness an 2ankin0 is 0enerall 7oral* ark an conservative suits 7or

2oth en an 8oen. /ther8ise* 2usiness ress is relativel casual. !ress coes in the IT

sector are ver casual.

Khakis 8ith a siple ;acket$2la1er 8oul 2e inappropriate* especiall 7or 7irst eetin0s or

contacts.

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Gerans ten to ress in ore conservative* ute colors* 2oth in 2usiness an social

environents. !ress shoes 8orn 8ith ;eans an a taste7ull-coorinate ense2le is @uite

noral 7or ault en an 8oen.

Eoen shoul also avoi e9cessivel ornate ;e8elr or isplain0 ites o7 conspicuous 8ealth*

especiall in the 7orer ?ast Geran.

Ehen ou receive an invitation statin0 Qin7oral ress* onDt assue ouDll 2e 8elcoe

arrivin0 in a T-shirt an s8eatpants. Bor a social 0atherin0* in7oral ore o7ten than not eans

taste7ull coorinate clothes.

Most restaurants o not re@uire a tie 7or en* althou0h the upscale esta2lishents e9pect 2oth

en an 8oen to arrive 8ell resse.

Welcome topics of conversation

QSall talk 8ith stran0ers oes not have a si0ni7icant social 7unction in Geran culture as it

oes in ver relationship-oriente cultures e.0. Meiterranean* South Aerican* A7rican*

Mile ?astern countries or the lar0e ii0ration countries.

,e prepare to take the 7irst step as the ne8coer to introuce oursel7 to an esta2lishe 0roup8hen ou arrive in a ne8 environent e.0. o77ice* stuent oritor* social 0atherin0* ne8

nei0h2orhoo* etc.. Cnless ou are speci7icall invite to ;oin a 0roup* o not autoaticall

e9pect the esta2lishe 0roup to sen out the Q8elcoe 8a0on. There is a reco0ni1a2le

i77erence in the counication 2ehavior e9tene to Q7riens QBreune an

Qac@uaintances Q,ekannte. ,e prepare 7or unsolicite attepts to start a conversation 8ith

a coplete stran0er in a ne8 environent to 2e a8k8ar* o7ten takin0 the 7or o7 ver stilte

Ps As.

The concept o7 Qin0lin0 oesnDt reall e9ist in the Geran culture.

Givin0 coplients is not part o7 Geran 2usiness protocol an can o7ten cause e2arrassent

an a8k8arness. ?ploees 8oul* o7 course* 2e appreciative o7 praise 7ro superiors* 2ut o

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not e9pect it. =oplients* especiall 7ro stran0ers or ver casual ac@uaintances can* in 7act*

2e taken 8ith suspicion QEhat oes he$she reall ean to sa or 8ant>.

Gerans traitionall use QEie 0eht es Ihnen> Q+o8 are ou> as a literal @uestion that

e9pects a literal ans8er* in contrast to the coon ?n0lish usa0e o7 Q+o8Ds it 0oin0> to sipleanin0 Q+i.

?ven i7 ou are stain0 7or several as* o not e9pect Geran collea0ues to take ou out ever

evenin0 7or eals an an evenin0 pro0ra* as the 8ill assue that ou 8ill 8ant to have tie

to oursel7 a7ter 2usiness hours* since this has hi0h priorit 7or the in their culture. I7 ou are

hostin0 Geran 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 soe tie 7or theselves to pursue their o8n interests

or sipl to rela9 a 2it a8a 7ro 2usiness.

Overview of German management and

practices

Geran ana0eent* as it has evolve over the centuries an has esta2lishe itsel7 since Eorl Ear II*

has a istinct stle an culture. Like so an thin0s Geran* it 0oes 2ack to the eieval 0uil an

erchant traition* 2ut it also has a sense o7 the 7uture an o7 the lon0 ter.

The Geran stle o7 copetition is ri0orous 2ut not ruinous. Althou0h copanies i0ht copete 7or

the sae 0eneral arket* as !ailer-,en1 an ,ME o* the 0enerall seek arket share rather than

arket oination. Man copete 7or a speci7ic niche. Geran copanies espise price copetition.

Instea* the en0a0e in 8hat Geran ana0ers escri2e as Leistun0s8ett2e8er2* copetition on the

2asis o7 e9cellence in their proucts an services. The copete on a price 2asis onl 8hen it is

necessar* as in the sale o7 2ulk aterials like cheicals or steel.

The Geran ana0er concentrates intensel on t8o o2;ectives: prouct @ualit an prouct service. A

Geran ana0er 2elieves eepl that a 0oo-@ualit prouction line an a 0oo-@ualit prouct 8ill o

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ore 7or the 2otto line than anthin0 else. Relations 2et8een Geran ana0ers an 8orkers are o7ten

close* 2ecause the 2elieve that the are 8orkin0 to0ether to create a 0oo prouct.

I7 there is a thir o2;ective 2eon @ualit an service* it is cooperation--or at least coorination--8ith

0overnent. Geran inustr 8orks closel 8ith 0overnent.

The Geran ana0eent stle is not liti0ious. Neither the 0overnent* the trae unions* nor the

2usiness counit encoura0es liti0ation i7 there is no clear si0n o7 0enuine an eli2erate in;ur.

Birs o not aintain lar0e le0al sta77s. !isa0reeents are o7ten talke out* soeties over a

con7erence ta2le* soeties over a 2eer* an soeties in a 0atherin0 calle 2 a cha2er o7

coerce or an inustrial association. !i77erences are usuall settle @uietl* o7ten privatel. Bre@uent

liti0ation is re0are as re7lectin0 ore on the accuser than on the accuse. ,ecause o7 these attitues*

Geran has coparativel 7e8 la8ers.

A Geran ana0eent stle can 2e re7erre* 8ith the 7ollo8in0 characteristics: colle0ial* consensual*

prouct- an @ualit-oriente* e9port-conscious* an loal to one copan an coitte to its lon0-

ter prospects

Addressing others with respect

Birst naes are usuall reserve 7or 7ail e2ers* as 8ell as 7riens an close collea0ues.

Moreover* in Geran 2usiness culture* itDs not uncoon 7or collea0ues 8ho have 8orke

to0ether 7or ears to reain on a 7oral* last nae 2asis.

In accorance 8ith Geran 2usiness protocol* in ver 7oral 2usiness eetin0s* the hi0hest

rankin0 person enters the roo 7irst* re0arless o7 0ener or a0e.

Ehen shoppin0 or approachin0 a custoer service provier* itDs coon courtes here to sa

QGuten Ta0 Qhello upon enterin0 an esta2lishent* an later QOielen !ank* au7

Eieersehen Qthank ou* 0oo2e to the presiin0 store clerk 8hen leavin0.

Telephone eti@uette e9pects the person 8ho ans8ers the phone to ienti7 hisel7 to the caller

8ith his last nae* in the hoe as 8ell as in the o77ice.

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An e77ort* sall or lar0e* to learn an use soe 2asic e9pression o7 courtes 8ill 2e appreciate. These

i0ht inclue:

!anke QThank ou Oielen !ank QThank ou ver uch ,itte schWn QouDre

8elcoe

Guten Ta0Q +ello

Guten Mor0en QGoo ornin0

Guten A2en QGoo evenin0

KWnnen Sie ir hel7en> Q=an ou help e>

Sprechen Sie ?n0lisch> Q!o ou speak ?n0lish>

Note that i7 ou are plannin0 a lon0-ter sta in Geran* ou 8oul 2e 8ell-avise to atten

Geran lan0ua0e courses an ac@uire 7unctional skills as soon as possi2le. Geran 2ureaucrac alone*

7or instance* re@uires even native speakers o7 Geran to 2e on top o7 their lan0ua0e. As a lon0-ter or

peranent 7orei0n resient 8ithout the lan0ua0e ou 8ill 2e severel hanicappe* especiall i7 ou

resie an8here e9cept in the lar0est cities.

Selecting and presenting an appropriate

business gift

In Geran* a sall 0i7t is polite* especiall 8hen contacts are ae 7or the 7irst tie. Su2stantial 0i7ts

are not usual* an certainl not 2e7ore a eal has 2een reache i7 ou onDt 8ant our intentions to 2e

isinterprete. ?ven sall souvenir-stle 0i7ts to thank local sta77 7or their assistance an hospitalit

urin0 our sta at a copan 8ill not 2e e9pecte 2ut 8ill al8as 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 hoe. Avoi selectin0 anthin0 o2viousl e9pensive* as this a ake the other

person 7eel Qo2li0ate to our 0enerosit. A lovel 2ou@uet o7 7lo8ers thou0h not re roses 7or the

la o7 the house is a tpical 0i7t. Ehen purchasin0 this at the 7lo8er shop* ask the 7lorist to 8rap it up

as a 0i7t.

Cpon returnin0 hoe* ree2er to sen a han-8ritten thank ou car to our hosts 7or their

invitation.

What you should know before negotiating

,rin0 plent o7 2usiness cars.

Ehen esi0nin0 our car* keep in in that Geran 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 unco7orta2le or a8k8ar position neither

shoul ou oursel7 7eel e2arrasse a2out havin0 to ask. Gerans are ver strai0ht7or8ar

an irect* especiall in the 2usiness environent. It is part o7 their noral counication

2ehavior 7or soeone to openl ask 7or clari7ication.

The Geran sie 8ill arrive at the eetin0 8ell-in7ore* an 8ill e9pect the sae 7ro ou.

?9pect the Gerans to aress issues* pro2les an 7acts throu0h ver technical

counication 2ehavior.

,ecause Gerans are scheule-oriente 7or a ost e77icient ana0eent o7 2usiness tie*

e9pect their 2usiness counication 2ehavior to 2e ver a0ena-2ase. =ontracts* there7ore* i7

not hol* are certainl 7inal a7ter si0nin0. Maneuverin0 7or 7urther concessions is not possi2le*

unless 2oth sies a0ree on it.

Tone o8n the Qhpe an provie lots o7 lo0ical ar0uentation an concrete e9aples to 2ack

up our proposal 2ase on uch ore 7acts an ata than ou 8oul use in our hoe culture.

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Siilarl* 7le9i2ilit an spontaneit are not proinent traits in Geran 2usiness culture. The

2i00er an oler the institution* the ore slo8-ovin0 internal ana0eent 8ill ten to 2e.

Risk-takin0* or challen0in0 rules an traitional authorit are not consiere esira2le* partl

2ecause o7 institutional hierarch* 2ut also* 8h chan0e soethin0 that has proven itsel7 throu0h

tie>

+avin0 sai all that* ensure ou have plent o7 ata an other epirical evience to support our

proposals an ar0uents. I7 ou are conuctin0 the eetin0 in Geran* keep the lan0ua0e siple 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 Geran ears.

Ehen ou are preparin0 prootional or presentation aterial* 2e a8are that Geran 2usinesspeople are

traitionall less ipresse 2 0lit1 avertisin0* illustrations* an eora2le slo0ans.

Gerans 8ill soeties look 7or e7iciencies in our proucts or services an 8ill @uite openl ra8

our attention to the i7 the in an 8a o not correspon to our clais. This is one o7 the tou0hest

aspects o7 Geran counication 2ehavior ou 8ill encounter* in personal or pro7essional contact

dissertation on cross cultural training

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