How is Your Global/Cultural EQ Part 2?

Global Relationships: A Few More Things to Consider

Yesterday's post promised some additional thoughts and tips for conducting business globally. To get caught up on the conversation, read through Pam Slim's  suggestions as well as the many useful Comments to her post. She got a well-deserved "bump" from  Seth Godin's mention a few days ago.

I actually find it a bit presumptuous to ever say "this is how you should behave in": (fill in your favorite country). Yet there is a reason why we have the words Culture and Stereotype. The first indicates an over-arching, normative way of life for a society. The second, according to Wikipedia, are  "assumed characteristics (placed) on a large group of individuals whose beliefs, habits, and realities often disagree with the imposed image." It is noted that "they are often used in a negative or prejudicial sense and are frequently used to justify certain discriminatory behaviors."

So I would like to propose this for our conversation:

Cultural understanding requires discernment. Discernment is performed in the service of truth.  Therefore, I'll do my level best to convey what I genuinely believe are some truths  gleaned from 32 years of global experience.

1. Culture Matters...But There's No Longer Much Mystery About Your Destination

Global products, services, and media have created a fairly keen sense in our minds of what other other cultures are about. People used to wonder what they would see at exotic locations like Beijing, London, Buenos Aires, Capetown, or Omaha. There's not much mystery left when you think about your destination and what it's "going to be like." Most of the world has a TV set, even if it's in the village square or cafe. BBC, CNN, Al-Jazeera, and other satellite programming provide even the most remote locations with glimpses of the world at large.

2. Culture Matters...But Sometimes the Image Is An Illusion

Those glimpses and sound bites are designed for a purpose. They are designed to create an emotional response to visual stimulation. And they often create a stereotype based upon 30 seconds of emotionally-charged speech or actions. They don't necessarily represent the norms, beliefs, or feelings of an entire nation of people.

3. Culture Matters...Because It's Who We Are. Don't Mess With Who We Are.

Our identity is, to a great extent, linked intimately with our culture. We may disagree with a political stance that our government is taking; we may argue with another group whose views differ from our own; but just try to attack someone's background (culture) and see what happens. It's an issue of "family."

Those of us who are external consultants live (or should) by this rule: Employees may moan and complain about their company and their circumstances. We may not. We are not part of the culture. Try it and you'll find out that, no matter how long you've been a consultant to an organization, you are still an outsider when it comes to the right to criticize. The same is true when  a guest in someone's country.

Practical Tips for Global Interaction

Prognosis Without Diagnosis is Malpractice.

If you are going to participate in or lead a meeting in another country, do this: Call and email some of the other participants. Why?

1.It's all about relationships. Start one before you get there. Reaching out with a phone call lets you hear each other's voice, talk a bit about the meeting, and establish relationship. Why start cold getting off the plane?

2. You can determine the level of fluency in the language that you'll be using at the meeting. Listen for spontaneity, vocabulary, and how long the pauses are between thoughts. If your language is the one to be used, you'll know how to adjust your speed accordingly.

3. The same is true with emails. Look for the written fluency and  gauge your handouts and slides accordingly. I'm not suggesting that you  "dummy  down" the content. But you can communicate it  in a way that actually communicates instead of confuses. 

4. If you are leading a discussion or making a presentation at the meeting, send out highlights or an abstract in advance. Your job is to "meet people where they are," not have them catch up with you. All of us who speak another language appreciate the chance to "switch gears" to the second--or even third language.

Meeting Tips

Pam's suggestions, along with those of her many Commenters, are all worth reading and acting upon.

Allow me to add these:

1. Look directly at your listeners and annunciate clearly. People are reading your lips as well as listening to your voice. We use every avenue possible to achieve understanding.

2. If you are using presentation software, do what you should be doing anyway. That is, if you must create bullet points, only use a few per slide and only use a few words: noun--verb--object--for each.

3. Go to the screen and touch the point that you are making. I just watched someone walk around the room pointing at the screen from 15 feet away. That's bad form no matter where you are. By touching the bullet point you cue the group into the noun-verb-object and help everyone get in sync with the thought you are trying to communicate.

4. Icebreaker activities are  common in the U.S. They demand too much familiarity much too soon in most other cultures in which I work. If it's an intact group with which you've worked for a long time, use your judgment. Otherwise, start off in a business-like manner.

5. "Feedback" activities  are in the same category as number 4. Some cultures, particularly those in the Middle East and Asia, consider a direct "no" or negative response offensive. There are other less direct, relational methods that those cultures often prefer in order to achieve the same goal.

Social Tips

1. If you are from the U.S. you will find that many other cultures enjoy a lengthy, thoughtful, and rational conversation about world events over dinner or a cup of coffee. Simply avoiding what is real and taking a politically correct stance doesn't earn you much in the way of intellectual respect. Neither does an emotional, purely nationalistic posture. Be prepared to respond thoughtfully and intelligently to questions and comments about issues of global importance. It's a terrific opportunity to search your soul and determine why a particular belief is really important to you.

2. Learn some of whatever language is spoken at your destination. If you're on a whirlwind tour of 14 countries, that's not practical. Fine. But if you are spending a week or so at a location, showing that you cared enough to learn some basics will go a long way. What should you learn? OK, try these:

Greetings for all times of the day
Nice to meet you
My name is...
Where is...
How much...
How many...
How much does this cost?
I would like...
Numbers from 1-100. (They're usually easy after you get through the teens).

And finally: "I'm sorry, I am (nationality). "Do you speak (language of your nationality)?"

No, it's not a cop out. You probably know already that once you initiate conversation in another language, the response isn't the same as the lady's on the Berlitz tape. So be prepared to be gracious by knowing enough to get by in simple situations and show that you care. And then show that you care by knowing how to explain your situation and ask for a little linguistic help. It's honest.

Note: Start listening to the CD's long before you get on the plane. "Serbo-Croatian in 90 Minutes" is a better marketing tagline than a reality program.

3. I think one of Pam's commenters mentioned this: Don't assume anything based on name or nationality. My daughter, Christin, read yesterday's post and sent this along:

"While studying at Uni Konstanz in Germany, I discovered quickly that everyone in my circle of German friends knew every word (in English) to the latest 50 Cent CD. When I returned to Ohio State I commented on one of my favorite films, which starred Al Pacino. My friend in Ohio asked, "Uh, who is Al Pacino?"

Go figure.

Oh. Maybe this is a way to highlight point #3. Christin (Roesler) works for a German bank. She speaks German. She has a German name. Here's my daughter, Christin, of whom I am exceedingly proud:

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How is Your Global/Cultural EQ Part 1?

We're all doing business everywhere 

You and I are probably doing more business globally than we ever imagined. Whether it's by phone, email, or in person, our international interactions continue to increase.

That means more opportunities for new and interesting relationships--as well as the chance to unwittingly insult an entire room full of customers or colleagues. I recently did a series of posts  during a consulting and coaching engagement in France. Our group of 54 had eleven different first languages and nationalities represented. And the meeting ran smoothly from beginning to end.

So on the way back to the U.S. I began writing a post about culture and business. Then, voilà! I arrived home, started checking some of my favorite blogs, and found Pam Slim's  riff on How not to be a culture knucklehead in a global business world. The comments started piling up there and I thought "Well, maybe I better trash my post. Pam's got it covered." And, I didn't want to appear as if I was suddenly piggybacking on Pam's energy. Just before hitting the Delete key, it occurred to me that this is what blogging and sharing and community is all about. So I went back, looked at Pam's post & comments, made some revisions to mine in order to avoid duplication, and decided to roll with it. So, here goes.

Here is my (hopefully) cathartic confession

I've been traveling globally--regularly--since 1975. During that time I've lived or worked in 15  countries on four continents. As a result, I've been fortunate enough to holiday in other countries located near my work. I'm also tuned in to cultural differences and sensitivities and can get around in other languages, one exceedingly well. Which makes me wonder: Just what was my brain doing when I uttered these?

"Enchanté. And my, you have a lovely prostitute."

I think in many ways this is my fave faux pas. It was in 1980, the sun was shining over the Champs Elysee, and I was feeling linguistically smug having spent the day shopping for a full wardrobe in Paris after my luggage went to Yugoslavia.

The words above were uttered when I met my client and his wife for dinner. My smugness led me to try out a colloquial phrase which I thought meant something else. It meant just what you see above.

Lesson to learn: Every language has numerous meanings for a single word, especially in certain contexts. I now stick to whatever noun is listed as (1.) in the dictionary. Life has been good as a result.

Related lesson: If you are going to mistakenly observe that your client  is married to a prostitute, adding the word "lovely" seems to soften the impact.

"Would you please pass me a Tampon?"

Oh, fine, go ahead and laugh. You mean that's not one of your normal dinner table requests?

I couldn't have been in a more proper and uptight setting. Dining with a School Headmaster and his wife--at their home--in South Africa. She emitted a high-pitched squeal that still hurts my ears after 30 years.

What had I done? I simply asked for a napkin. (Right. Think about that word). The correct request would have been for a serviette. The aftermath was so, uh, distasteful, that I still ask for a serviette even if I'm at Burger King. "Could you super-size my serviette?"

Lesson to learn: British English and American English do not translate universally. I know that we all recognize this, but it extends way past the tube/subway, chips/fries, and hood/boot differences. So check out this, this ,and by all means this.

Related lesson: When asking for something at dinner in a different culture, directly ask the person of the same gender as you. I don't think Winston would have been as trashed as his wife was. And his verbal response wouldn't have been at a pitch designed to be heard only by Schnauzers.

Other related lesson: Doing weird things can sometimes score you some good sympathy stuff. They gave me a little etiquette book in order to broaden my Englamericish linguistic horizons. 

"Hey, Let Me Show You My Ed Sullivan Impersonation"

So this one is dating me. Go ahead and laugh if you want to. But I do a really, really good  Ed Sullivan. Unfortunately, I did it in front of 2,000 people in a country that--at the time--did not have television!

I was on a 60-day speaking tour in Africa with 4 other businessmen. We got to know each other very well and I became known as "the guy who does Ed Sullivan." So toward the end of the tour, one of the guys (Dan) leaned over as I was walking to the stage and said "Do your Ed Sullivan. It'll knock 'em out."

So I did.

Have you ever seen 2,000 people--waiting for a motivational speech--gasp in unison? I was amazed at their collective timing. But Dan, behind me, insisted that I was "better than ever" and should maybe do Ed Sullivan introducing Bob Dylan  singing "Like A Rolling Stone." So I did both.

Our sponsor received a phone call and follow-up Telex questioning my mental capacity (heck, my capacity was great. You should have heard the Dylan thing). When we returned, I had to account for my "lapse" in judgment:

"Didn't you know those people don't have TV's?"

"You mean not even black and white?"

"You are a dork."

"You wouldn't say that if you could see my Ed Sullivan/Bob Dylan combo."

Lesson to learn: Media are powerful. And to this day, media as we know them do not exist everywhere. And everywhere means places you may go. Check out the local media accessibility and listening/viewing habits before you get there. It will also help you understand what people may--or may not--be talking about.

Related lesson: Do what you were supposed to do in the  Speaking contract. Anything extra is at your own risk.

Other related lesson: Your colleagues are all emotionally still in high school. One-on-one they pass as adults. But in a small group, they would love nothing more than to find some way to play a prank on you in front of as many people as possible. So what should you do? 

Be part of the small group that plays the prank on someone else. Heck, just because you can make a speech for money doesn't mean that you shouldn't act your mental guy age. Think about it. Even now, every time your mom sees you she still says, "Grow up!"

Nah.

Tomorrow I'll add some of the things I think I've learned after 32 years of global travel. I hope you'll join in the conversation and by all means, check out Pam's post if you haven't yet.

Looking forward to seeing you on Tuesday. . .

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