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Crossroads of CultureHow to do business effectively in the       Global Marketplace.              Avinash Chandarana      ...
Culture eats   strategy andprocesses for lunch!
“I don’t agree”
“Hmm, that’s a very  interesting idea”
“Let’s       go and have aCampari and talk about it      tomorrow”
“I agree.”
“…………………”
“You gotta be kidding”
What is Culture?
Influence of Cultural ConditioningOur Outlook and                         Body                 World View                 ...
Cross Cultural Misunderstanding    1. Values           – core beliefs           – national characteristics           – att...
StereotypesLEADING BY EXAMPLE
In an ideal world..The policeman would be ..    EnglishCar mechanics would be ..    GermanCooks would be ..            Fre...
In a living hell ..The policeman would be ..     GermanCar mechanics would be ..     FrenchCooks would be ..             E...
‘Americans are arrogant and unsubtle.And they are overweight and baddressers."‘Americans always want to say your name:That...
‘When my American professor told me Idont know, I’ll have to look it up, I wasshocked. I asked ‘Why is he teaching me?"‘In...
Human Mental Programming
USA
Arab countries                 © 2001, 2009 Richard D Lewis
United Kingdom
Fog in The Channel.Continent Cut Off
Germany
China
Guanxi - ( "guan-shee")              關係              关系
Categorisation of Cultures
People oriented,                                        Task - oriented,   talkative                                      ...
‘I have to rush’ says the  American, ‘my time’s up.’- ‘What! Are you about to die?’     replied the Spaniard
Concepts of TimeLinear-active Multi-active      &  reactive
Cross Cultural Blunders                          Cross Cultural                               Blunders
Cross Cultural     Blunders
Drinks advertising campaign
But in Arab speaking countries . .
British Coded Speech (1)       What is said                       What is meant        Hm….interesting idea      What a st...
British Coded Speech (2)        What is said                                 What is meantRemind me again of your strategy...
Intercultural Communication -    Problems affecting trust• Coded speech               (British)• Hype, hard sell          ...
Trust varianceLEADING BY EXAMPLE
Presentation Styles
Audience expectations
Audience expectations
Motivation• Linear-active   Money, career challenge, word-deed correlation, punctuality,    reliability, result-orientatio...
Golden Rules
R           ecommendations                      When you interact with . .LEADING BY EXAMPLE
Interacting with Linear-Actives•   Talk and listen in equal proportions•   Do one thing at a time•   Be polite but direct•...
Interacting with Linear-Actives•   Complete action change•   Stay results-oriented•   Stick to agenda•   Compromise to ach...
Interacting with Multi-Active Types•     Let them talk at length•     Reply fully•     Be prepared to do several things at...
Interacting with Multi-Active Types•   Think aloud•   Complete human transactions•   Digress from agenda & explore interes...
Interacting with Reactive Types•   Good listening is important•   Do not interrupt•   Do not confront or disagree openly• ...
Interacting with Reactive Types (2)•     Share as much as you can•     Utilise networks•     Talk slowly•     Do things at...
Acquire your ‘CQ’• Use your “heart”: Commit to overcoming  challenges and believing in your own  success• Use your “head”:...
“Our world has greatly changed: it hasbecome much smaller.However, our perceptions have notevolved at the same pace;we con...
Crossroads of               CultureHow to do business effectively in         the Global Marketplace.                      ...
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
Avinash Chandarana.Crossroads of Culture
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Avinash Chandarana.Crossroads of Culture

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Keynote presentation at CESSE AGM 2011 in Vancouver by Avinash Chandarana MCI's Group Director Global Learning

Published in: Business, Technology

Avinash Chandarana.Crossroads of Culture

  1. 1. Crossroads of CultureHow to do business effectively in the Global Marketplace. Avinash Chandarana Group Learning and Development Director MCI Group Avinash.chandarana@mci-group.comLEADING BY EXAMPLE
  2. 2. Culture eats strategy andprocesses for lunch!
  3. 3. “I don’t agree”
  4. 4. “Hmm, that’s a very interesting idea”
  5. 5. “Let’s go and have aCampari and talk about it tomorrow”
  6. 6. “I agree.”
  7. 7. “…………………”
  8. 8. “You gotta be kidding”
  9. 9. What is Culture?
  10. 10. Influence of Cultural ConditioningOur Outlook and Body World View language Our motivationsOur Actions Our Understanding OurOur Communication style Attitudes Our concept of Space and Time LEADING BY EXAMPLE
  11. 11. Cross Cultural Misunderstanding 1. Values – core beliefs – national characteristics – attitudes and world view 2. Communication patterns – speech styles & listening habits 3. Concept of space 4. Concept of time
  12. 12. StereotypesLEADING BY EXAMPLE
  13. 13. In an ideal world..The policeman would be .. EnglishCar mechanics would be .. GermanCooks would be .. FrenchHoteliers would be.. SwissAnd the lovers would be .. Italian LEADING BY EXAMPLE
  14. 14. In a living hell ..The policeman would be .. GermanCar mechanics would be .. FrenchCooks would be .. EnglishHoteliers would be.. ItalianAnd the lovers would be .. Swiss LEADING BY EXAMPLE
  15. 15. ‘Americans are arrogant and unsubtle.And they are overweight and baddressers."‘Americans always want to say your name:Thats a nice tie, Mikko. Hi Mikko, howare you Mikko‘Americans are always in a hurry. Just watchthe way they walk down the street."‘Americans are distant. They are not reallyclose to other people -- even otherAmericans."
  16. 16. ‘When my American professor told me Idont know, I’ll have to look it up, I wasshocked. I asked ‘Why is he teaching me?"‘In the United States, they think that life isonly work.’‘In the United States everything has to betalked about and analyzed. Even thelittlest thing has to be Why, why why?"‘Once we were out in a rural area in themiddle of nowhere and saw an Americancome to a stop sign. Though he could seein both directions for miles, and there wasno traffic, he still stopped!’
  17. 17. Human Mental Programming
  18. 18. USA
  19. 19. Arab countries © 2001, 2009 Richard D Lewis
  20. 20. United Kingdom
  21. 21. Fog in The Channel.Continent Cut Off
  22. 22. Germany
  23. 23. China
  24. 24. Guanxi - ( "guan-shee") 關係 关系
  25. 25. Categorisation of Cultures
  26. 26. People oriented, Task - oriented, talkative highly organized Interaction - Difficult Multi-Active Linear-Active Interaction - Interaction - Time Satisfactory Consuming Reactive Introverted - respect oriented listeners
  27. 27. ‘I have to rush’ says the American, ‘my time’s up.’- ‘What! Are you about to die?’ replied the Spaniard
  28. 28. Concepts of TimeLinear-active Multi-active & reactive
  29. 29. Cross Cultural Blunders Cross Cultural Blunders
  30. 30. Cross Cultural Blunders
  31. 31. Drinks advertising campaign
  32. 32. But in Arab speaking countries . .
  33. 33. British Coded Speech (1) What is said What is meant Hm….interesting idea What a stupid suggestion You could say that I wouldn’tWe must meet about your idea Forget it We shall certainly consider it We won’t do it I’m not quite with you on that That is totally unacceptable I agree, up to a point I disagree
  34. 34. British Coded Speech (2) What is said What is meantRemind me again of your strategy I wasn’t listening last time I wouldn’t We must wait for a politically Forget it correct time to introduce this It has lots of future potential It’s failed He works intuitively He’s completely disorganised He’s our best golfer We keep him out of the office Let me make a suggestion This is what I’ve decided to do
  35. 35. Intercultural Communication - Problems affecting trust• Coded speech (British)• Hype, hard sell (U.S)• Flexible, creative truth (Latin)• Silence (Japanese, Finnish)• Smiles (Asian)• Humour (British, U.S)• Verbosity (Latin)• Loudness (Arab)• Ambiguity (Asian) LEADING BY EXAMPLE
  36. 36. Trust varianceLEADING BY EXAMPLE
  37. 37. Presentation Styles
  38. 38. Audience expectations
  39. 39. Audience expectations
  40. 40. Motivation• Linear-active Money, career challenge, word-deed correlation, punctuality, reliability, result-orientation, speed• Multi-active Words, persuasion, warmth, compassion, feelings, personal approach, development of relationships• Reactive Protection of “face”, building of trust, modesty, patience, respect, courtesy, avoidance of confrontation LEADING BY EXAMPLE
  41. 41. Golden Rules
  42. 42. R ecommendations When you interact with . .LEADING BY EXAMPLE
  43. 43. Interacting with Linear-Actives• Talk and listen in equal proportions• Do one thing at a time• Be polite but direct• Partly conceal feelings• Use logic and rationality• Interrupt only rarely• Stick to facts• Concentrate on the deal• Prioritize truth over diplomacy• Follow rules, regulations, laws• Speech is for information LEADING BY EXAMPLE
  44. 44. Interacting with Linear-Actives• Complete action change• Stay results-oriented• Stick to agenda• Compromise to achieve deal• Respect officialdom• Respect contracts and written word• Reply quickly to written communications• Restrain body language• Look for short-term profit• Be punctual LEADING BY EXAMPLE
  45. 45. Interacting with Multi-Active Types• Let them talk at length• Reply fully• Be prepared to do several things at once• Be prepared for several people talking at once• Display feelings and emotion• People and feelings are more important than facts• Interrupt when you like• Truth is flexible and situational• Be diplomatic rather than direct• Speech is for opinions LEADING BY EXAMPLE
  46. 46. Interacting with Multi-Active Types• Think aloud• Complete human transactions• Digress from agenda & explore interesting ideas• Seek and give favours with key people• Remain relationship-oriented• Spoken word is important• Contracts may often be renegotiated• Reputation is as important as profit• Overt body language and tactility• Accept unpunctuality LEADING BY EXAMPLE
  47. 47. Interacting with Reactive Types• Good listening is important• Do not interrupt• Do not confront or disagree openly• Do not cause anyone to lose face• Suggestions, especially criticism, must be indirect• Be ambiguous, so as to leave options open• Statements are promises• Prioritize diplomacy over truth• Follow rules but interpret them flexibly• Speech is to promote harmony LEADING BY EXAMPLE
  48. 48. Interacting with Reactive Types (2)• Share as much as you can• Utilise networks• Talk slowly• Do things at appropriate times• Don’t rush or pressure them• Observe fixed power distances and hierarchy• Show exaggerated respect for older people• Go over things several times• Face-to-face contact is important• Work hard at building trust• Long term profit is preferable• Be punctual LEADING BY EXAMPLE
  49. 49. Acquire your ‘CQ’• Use your “heart”: Commit to overcoming challenges and believing in your own success• Use your “head”: Create a learning strategy from observation• Use your “body”: Adapt your behaviors to customs in another country• Educate yourself LEADING BY EXAMPLE
  50. 50. “Our world has greatly changed: it hasbecome much smaller.However, our perceptions have notevolved at the same pace;we continue to cling to nationaldemarcations and the old feelings ofus and them.’
  51. 51. Crossroads of CultureHow to do business effectively in the Global Marketplace. Avinash Chandarana Group Learning and Development Director avinash.chandarana@mci-group.com 71

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