Making Room for Differences

By Lily Koh AICI FLC(Published in the Straits Times Recruit, 9 September 2008) 

While on a business trip to China some years ago, I met up with the local authorities over lunch to discuss a tricky security situation my organization was facing. My highly experienced Chinese counterpart did not raise the issue until the end of the meal, in the midst of much mutual toasting and complimenting. Without asking for details, No specific details were given an official simply responded, "One of my men will look into it".  And the issue was eventually resolved. I realized I was too eager to "lay all the cards on the table" whereas my colleague was more intent on building "guanxi" (relations) with the authorities. In today's global business environment, it is therefore essential for a successful business person to be aware of basic cultural differences, especially in Asia. It is also vital to take into consideration the cultural sensitivities when dealing with your international colleagues and business associates.  

Here are three culture-approaches for a savvy global businessman should take note of: 

High versus Low-Context Cultures

In low-context cultures such as the United States, people are relatively direct and explicit in their communications.  In high-context cultures such as in Asia, people avoid criticizing or damaging a coworker's reputation.  Despite the growing Western influence in Singapore, it is still relatively high-context.  Superiors and colleagues who exercise diplomacy in office relationships are well respected, even though it is more common for employees of multinational corporations (MNC) to be more direct in their communication style. In a high-context society such as in China, preserving harmony is very important.  For example, to avoid coming across as rude, the Chinese may say "let's consider and discuss again" rather than rejecting you outright. Tip: Understand the culture of the co-worker or business associate you are relating and adapt your communication style accordingly if you want sustained good relations.  

Monochronic and Polychronic view of time 

The way people view the importance and value of time varies from culture to culture.  During my working stint in China, I used to get extremely frustrated whenever I requested for urgent reports and was told "ma shang dao" (meaning "arrive immediately").  I never got what I requested for immediately.  In polychronic cultures, such as those in the Middle East, India and China, people tend to emphasize on the completion of tasks rather than adherence to a schedule.   Being on time is less important for the polychronic than the monochronic.  Americans (monochronic) are thus often frustrated when working with people from the polychronic cultures who view time as fluid and have a tendency to change their schedules.  In Singapore, the work culture has become generally monochromic and some social customs are gradually moving in that direction too.  For instance, Chinese wedding dinners used to start at 9pm even though the invitation card indicated 7.30pm.  Some dinners actually start on time these days. Tip:  When planning for a business trip to a polychronic culture, add in some "buffer" days to avoid feeling frustrated and pressured to finish your work.  Seemingly frivolous times spent together at dinner tables or sight seeing with your business associates will be helpful to your business.    

Spatial Communications 

Different cultures have different rules toward personal space.  An etiquette savvy person easily senses and respects the territorial space of others.  Americans appreciate keeping an appropriate distance between two parties. They may step back unconsciously if they feel that the other party is too close.  The other party may find it offensive if he prefers closer personal contact.  In a very densely populated place like Bombay in India, buses are constantly filled at least three times the allocated capacity.  It is thus common to have people being packed very closely together while commuting.  A participant from India once shared how "lonely" he felt when he first arrived in Singapore, interpreting our need for more personal space as a "distant behavior" in the "highly territorial" culture. Tip:  Understand the norm of use of space in the country you are planning for your business visit.  Again, the rule of the game is to adapt to the culture.  Should you feel that your personal space is being invaded, avoid stepping back immediately as this may be come across as insulting.  Try adjusting your distance gradually and subtly, otherwise, suggest sitting down. 

Building Long-term Relationships 

No man is an island.  The basis of all transactions rests on human interactions.  Cultural adaptation plays an important role in business relations.  It is thus worthwhile to invest your time to understand the cultures of your business counterparts and make the conscious effort to relate with them accordingly.  This helps to develop mutually beneficial relationships.  

Lily Koh AICI FLC is the Senior Associate Consultant of Imageworks Asia with a wealth of local and international experiences contributing to her corporate image training services. Having lived and worked in locations like the Philippines, America, Hong Kong and China, Lily is adept at how best to present oneself cross culturally when working with international protocol and businesses.Connect with Lily via email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or visit Imageworks Asia at www.imageworksasia.com.