India US cultural training

8/7/2019 India US cultural training

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, ...._----_.._-- -i Let's agree to be:IInteract iveProact iveEgalitarian

; IndividualisticI _ Informal: These five attitudes point. to SUCCESS in America

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...,I-To increase your knowledge of key issues andvalues influencing US business cultureI1 - To raise awareness of differences in workingI practices in order to support you wit h work ing wit hUS colleaguesiI - To provide practical strategies for effective workingj in the USA


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--- - --- --------------------- - .r Introduction to the US,

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i.- - -_..Freedom,! Democracy,i Individualism

EqualityCapitalismOpportunity


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A City fo r all Americans


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( A ; ~ i c a ; - Outgoi ng, FriendlyInformalLoud, Boastful, In ternationally NaiveDirectIndependent and IndividualisticFuture Oriented/Action Oriente d

I Disrespectful of Authorityi Hard Working and Time Conscious1 Not Class Consciousj . Disregardful of the Elderly,-_. .J

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..

... . , .Dr oss He ro uTraditions Behav iour'

!IWhat's the most dangerous part of the iceberg? r

ee ll,,11Ass umptions V.l u es

Svm bol s

A tt i t u d es

World Vi ew s(" nom sVlslb l. Cu ltu... I ArtI fa ct sI I nv is ibl e Cu lt u r .

r---- - ~ - ~ - - - - - - - .---- ----------------.,Ii


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- - --------- ~ - - - - - ,r- "When in Rome do as the Romans do"I1 " Impossible to generalize about cultures - there areso many differences. Just confirm stereotypes"i "Today I am dealing with Americans, tomorrow withJapan. Can' t possibly learn all I need to know abou ttheir cultures"f "What I need is a list of do's and don'ts"I

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. .. .. r--ISome stereotypes of U.S. i. Americans might be... IIIIII ,' - - - - _ - - -


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. ...-----AiCi -3000-BCE_.

5,000yearsEurope2(X)()+yrs

USA200>"

o

1776

2009-'

"In America, t he fu ture counts !"

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Based on your experiences or from what you haveheard, what CHAU ENGES do you th ink you will facein the US?


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.r--- - -----.--------,I Associative Thinking I'E. Family l oyaltyI- Religious Tradi tions ji . Social Harmony !I. Collectivism: - Humility .I- Strong Social St ructu re I

Self Denia l!. Caste Syst em I~ a l e .._ J


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_...: When life gives you lemons, make lemonade..

(Stay positive)

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Pad n g ofI nteraction

ESTABLISHINGCREDIBI LITY

Rea tptivity a ndI nitial Tru s t

U q u ~ t t c ! andAppr opr iaten .....

W ho Speaks Firs tand How Much


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.... -- _. _- - - ---- ---- ---- - _ .. _._ ._- - - - - -,

. II j~ - - - - - - - - - - - -

1- - - ----- -1IIIRemember, it 'sokay to: question leadersI

- . - . : , .. - o. ,.-., . .. -"" . t - : " k " f / ~ . ; r . ,..- '. . , ..

r-- -- - -- - - --I -I 'i What is the common way 1! in your culture? IIII' - - -


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,a- .---- - --; Also, avo id asking about..

I ' I:someone's weightsomeone's salaryth e cost of someone's ho me and oth er large itemsage (especially for wome n)why someo ne doesn't have children or isn't marriedho w much someone paid for his/her car or house

But do ask questions when someone "opens aconversational door" Let 's practice...--- --- -- --- -- -

1( - - e t ' ~ I l ' "small talk ",: . Receptions /pa rtiesI . Invitations (to dinner,! informal gatherings)i ' Tipping!. Telephoning others fromhome!. l eaving voice mailI . Commoncourtes ies...I ' Common"scents"! ' " Hang-ups"; . Dress in the workplace' 0 Other questions. ... I'----_._ - - - - - --_._---- '

r- - - - - - - - - .------- - . rv - - -! . Start immediately and get to I,I! the pointi - Introduce your points clearly iI and logically l!- Support each point with I,pert inent facts: - Provide only relevant II information II End with a conclusion and !ti brief summary I i

- Usevisual aides !li - Use direct eye contact i I, I '\ . - - - - - - . .J .


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r-r-:: . Fast!I " Big" and powerfu lii Focu s on achievement

Mater ialisti c

r-'I - Highly competitive

Manage UP and DOWNGoal or iented; slngleminded

(II Comm on goalsI Cooperatio n (well...almost! )I-. Leadership on all leve lsYour " value" to the tea m is knownI . I ndividual responsibility for praise or blameI . Concrete contributionIResults orientedI ndividual recognit ionI i,--- - - - - - - -- - - --- -- - - ---- -----_!

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I; High statusI consciousness- Junior vs. senior ;older VS. younger

Communicating,in it iating cha ngeThe " yes" culture


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rm.Critica l

!i . Family, connectio nsand non work life

How does it impact onbusiness?i

! Trust formatio nConnections - ' keyindividuals'

lI.

Respect, for mality,polit e nessNot just bottom line!

I! . Judg ed on who youarei' - -_ .._---- ... .._- -

r- ,ISingaporeCollectivism

IndiaJapan

Middle EastUKusSwedenFrance

9 ~ y . Individualism

i..._--- --------- -- -- --- -- - - - -- - - ----_.- - _ ._- - _.. )

il oyal t y, patern alistic ,harm ony

r-- ' - .- ...............' How does it impact onbusiness? jI '

iIi Relat ionsh ips:1t I" Te am working and- rewa rds1I!i ' Human SupportI! System'l. . JL . J!. Conse nsus

r:i! . "Ex tended circles"


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Yo u are r id in g in a car d ri ve n by a close f ri en d. He hits apedestrian. You know that hew as going at least 35 miles perhour in an area of the city w here the maximum allowed speedIs 20 miles per hour. There are no witnesses other thanyourself. Your friend 's lawyer says that if you testif y underoath that he was d ri vi ng at onl y 2 0 mile s pe r hour, you r friendmay be saved from serious consequences.

L

r . ----I Your Va lues.. .iiIj!

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Will you testify that he was drivi ng 20 miles pe r hour?YES NO,--_.._.- .._ - - ..- -_ . - -------_..._-

1--' - Seeing connections- Who i s i nvolvedI -SituationI-Official procedures?!. Prefer verbal toI I detai led planning

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'I How does i t impact onbusiness?!I-!

Communication stylej. Cont racts'---

,

Wha t makes a goodleader?

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IIIL

What makes a goodcross-cult ural leader ?


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Touch

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- ..r - y c: :act - - - - -- ..--...,!! '" Facial ExpressionsII GesturesI.Physical distancei.i . Pausing and silenceI\ - ~ ~ - _


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j ln"

, i:I"

What do you think arethe top i j

t hree individual qualities l!critical for creatingsuccessfu l

global teams?

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I. Reserve j udgement !I . Check your own ;I assumptions and !I expectations Demonstrate flexibility If--! sj and adaptability : " I Tolerate ambiguity Ir'_ __ ---.J l_


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Treat ot hers the way youwould like to be t reated

Do unto others as th eywould prefer to havedone unto the mselves

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' . To Increase your knowledge of keyI Issues and values influencing USbusiness culture

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And your personalobjectives?II! . To provi de practical strategies forI effective working in th e USA!

!. To raise awa reness of differencesin woric:.ing practices in order tosupport you wi th wor1c.ing with UScolleagues

L..... _


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1. learning outcomes

3. l ong-term objectives2.Short-term obj ectives

,--_ - - . : . . _ - -iWe want to ensure that l Take a few minutes toI this programme has ! identify your :; maximum impact on i .Iyour professional I .!performance II I' It 's important that you Iimplement what you'veI learnt today in your iIda ily work

. ,-"-ra lning Ob1ictlvesr ' ~ ! e here a re th e gaps?

.

What's Next?

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r : - z and WorkJ;;g inl r EmaiiSupport! the USA 1 [

I I !. Executi ve Coaching Effective Remote I II" Communication I. II The InternationalProfil eri Managing In ternational i.II,! .! Teams j; Culture eTrainingI- Effecti ve Global !I. language Training, Leadership I jl ~


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ComFor more information aboutCommunlcaid's training solutions,

please contact:Nikki Samant,SeniorClient Manager

m k.i.s rnaf1t@comm;JTlI 'U+44 (0) 203 370 8524..


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~ o m m u n l c a l d

Working Successfully withAmericans

Supplementary Material

Material_Working Successfully with Americans Communicaid Group Ltd.2008


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~ o m m u n i C C l i dDoing Business in the US I US Social and Business CultureA US Culture OverviewFact fileo Official name - United States of

Americao Population - 298,444,215,.o Languages - English, Spanish

(spoken by a sizable minority) 0.,.".,'o Currency - USDollar (USD)o Capital city -Washington, DC ,;


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~ o m m u n i c a i dnames almost immediately. Egalitarianism also contributes to the system of merit frequentlyreferred to as the "American Dream", whereby hard work deserves success and financialprosperity. This in turn can often cause a dichotomy in the workplace and office hierarchydisplaying a clear distinction between management and their subordinates.

Doing Business in the USTI,e world' 5 third largest countryboth in size and population, the United States is a nationmoving forward rapidly and successfully with its unique cultural diversity. Throughout theyears, America has experienced waves of immigration from virtually every corner of theworld moulding the country into what it is today. After establishing its independence in 1776,the United States has endured civil war, the Great Depression, and two WorldWars tobecome the richest and most powerful nation state in the world. Today, the US is consideredto have the strongest and most technologically powerful economy. For those wishing toconduct business in the US, gaining a professional insight into the cultural design of thisdistinctive country is essential to your success.US Business Part 1 - Working in the United States (Pre-departure]

o Working practices in the United States In the US, punctuality is an essential part of business etiquette and as such,

scheduled appointments or meetings must be attended on time. Americansperceive lateness as a sign of disrespect. Therefore, in situations where you knowyou will be late, a call should be made to inform your American colleagues ofyour delay.

Deadlines are strictly adhered to in American business culture. Americans placegreat emphasis on getting the best results in the quickest time. Your Americancounterparts may appear to be hasty in their decision-making. This, however, isdue to the fact that the concept "time is money" is taken extremely seriously inthe US.

Generally speaking, in the United States the working week consists ofMonday toFriday, 9-5pm. However, due to the strong American work ethic the majority ofAmericans work long hours and overtime is common practice. It is alsocustomary to take as few as ten days holiday pe r year.

o Structure and hierarchy in American companies.In a country famous for its individualism and diversity, the organisation andstructure of companies within the US may differ according to the industry, regionor company history. However, you will generally f ind that office hierarchywithin an American company is extremely important. Therefore, it is advised tolearn the rank and titles of all members of the organisation.

Negotiations and final decisions in the US are frequently made by one personwho has chief authority. Team negotiations ar c rarely carried ou t in Americancompanies.

In accordance with American business culture, the hierarchical chain ofcommand often supersedes personal relationships.

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~ o m m u n i c a i dCommunicatingAcross Cultures

In today's world of increasing globalisation, technological advances and competitive markets,knowing how to effectively communicate across cultures is essential. Cultural differences inthe ways in which people communicate can create barriers and result in misunderstandingsthat are not only highly detrimental for the individual, but can jeopardise the business' goalsand interests. Understanding culture and how it can influence communication is the key toeffectively cornmurucating across cultures.Culture is defined as a system of values and beliefs which we share with others, all of whichgives us a sense of belonging or identity. Culture influences the ways in which peoplepertaining to a group, society or organisation behave, communicate, think and perceivereality. Each culture exhibits differing value and belief systems which must be understoodbefore effective communication can occur.'TIle following aspects can influence communication:

Preferences towards individual/group Att itudes to authori ty, power and status Non-verbal communication Pace and methods of communication Indirect/direct communication styles Negotiations Decision-making Conflict management Varying forms of poli teness Display and interpretation of emotions

Awareness of how communication can be affected by cultural differences helps avoidpossible misunderstandings. Understanding your own values, motives, beliefs and attitudesas wel l as those of who you are communicating with is essential . Be aware of your style ofcommunicating and how you are perceived. Having an open mind and being flexible willallow you to adjust to the different communication styles and behaviours of those fromanother culture and will ensure successful communication.The following are additional tips for more effective communication across cultures.

Learn as much as you can about the culture through talking to people of that culture,reading books and articles and through resources on the internet

Learn as much of the language spoken in that culture as you can and use it carefullyand within context, i.e. be clear, concise and avoid slang

Be aware of different communication styles, both verbally and nonverbally Use humour with care and be sensitive to cultural nuances Have positive expectations and attitudes Be observant and ask questions

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~ o m m u n i C C ! i de Find similarities and not just differences/II Consider and evaluate which stereotypes and generalisations about that culture1/1 Unlearn what you know your perceptions, past attitudes, prejudices etc. - to absorb

new ideas and information/II Be self-aware: understand your own cultural values and sensitivitiese Be sensitive, sensible and empatheticIII Be flexible, patient and respectfule Actively listen with an open mind and learn from 'Ill/hat others have to saye Learn to tolerate ambiguity and manage conflictIt Learn about cultural adaptation, particularly culture shock, and know how to deal with

itG Take individual responsibility for your actions Control your emotions and modify behaviour when necessary Be willing to mentor and be mentored

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~ o m m u n l C C l l dVirtual Communication

Over the last decade, technological advances have dramatically changed the ways wecommunicate, creating a rise in international virtual teams spanning countries and continentscomprising professionals of different levels and national backgrounds. Access to email,instantmessenger services and video/teleconferencing sessions have provided people withthe opportunity to communicate from and to anywhere in the world with ease. Virtualcommunication allows businesses to take advantage of the skills and knowledge ofgeographically dispersed people, creating a truly borderless workplace.While virtual communicationbrings with it a number of advantages, it also creates a numberof new challenges. Distance, time zones and the lack of face-to-face time make developingrelationships based on trust and respect more difficult, Meanwhile, differing cultural valuesand attitudes are much harder to interpret through virtual means and therefore makecommunication more challenging. Learning how to overcome the obstacles of virtualcommunication is the first step to becoming a more effective and successful communicator ininternational business.The following are ten tips to remember when communicating virtually.1, Develop solid relationships: To develop a good rapport built on trust and respect, it is

essential to frequently have face-to-face meetings, particularly at the beginning of anywork or project which entails virtual communication.

2. Maintain frequent contact: Keep the communication flow open and stay in regularcontact, varying between virtual communication and face-to-face meetings. Stayinginformed and in touch will prevent future misunderstandings or replications fromoccurring.

3. Be aware of cultural differences: Different cultures, languages, business practices andattitudes strongly influence virtual communication. Interpreting these cultural variablescan be more challenging than expected and often leads to confusion, setbacks and/orfrustration. Understanding these differences will enable you to select the mostappropriate means and style of communicating to overcome any obstacles culturaldifferences often create.

4. Consider the absence of nonverbal communication: It is said that 80% of ourcommunication is nonverbal, in other words, hand gestures, facial expressions and bodylanguage that we use to communicatemeaning. In virtual communication these forms ofcommunication are often missing resulting in misinterpretations and misunderstandings.If a situation is particularly important or sensitive, it is always best to meet in person.Video couferencing allows for more exchange of non verbal communication than anyother means and provide participants an opportunity to better understand each other.

5. Use the right language: Whether speaking by phone, sending an email orvideoconferencing. be sure to use the r ight tone for your audience. Use positive ratherthan negative constructions and avoid being critical or defensive even if provoked. Findthe right balance between direct and indirect language and avoid jargon, cliches or oldfashioned language. Bepolite and friendly and use warm language that you would behappy receiving.

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~ o m m u n i c a i d6. Practice good writing techniques: Remember the ABC of writing: Accuracy, Brevity and

Clarity as well as the Four Cs: Consciousness, Clarity, Correctness and Completeness.Avoid using unnecessary fillers and repeating words with similar meaning. Alwaysreview your writing to ensure that your writing is complete and correct.

7. Apply good email etiquette: Always use a meaningful and relevant subject line and onlysend it to those necessary. Be sure to address the person, use clear paragraphs andformatting and end it with the proper closing phrases. Respect your colleague's timeconstraints and avoid writing long emails or sending large attachments. Bepolite andnever say anything in an email you wouldn't say in person. Upon receiving an email,always send an acknowledgement and response following the guidelines above.

8. Select the appropriate medium for each particular context: It is easy to get accustomedto using one method, but it is important to vary it once in a whi le . Instead of alwaysemailing, for instance, pick up the phone so you can hear them and address the matterquickly and directly. This will do more for your working relationship than sending andreceiving emails/messages. Determiningwhich means of communication to use mightalso depend on the situation. For instance, never criticise or give negative feedback in anemail. If there is no way of meeting in person, the phone or teleconference is the next bestmethod. However, email can be usefu l if a record is needed.

9. Be conscious of different time zones: Communicating virtually through conference callsor video confcrencing, it is important to vary the times they take place so as to provideeveryone with the opportunity to have the session at their preferred t ime. This not onlyapplies to those who are at the ir best at different times during the day, bu t particularly tothose in different time zones. Also be mindful of the different times so as not to besurprised when it takes a whi le to receive a response as they may either be finished withwork for the day or on lunch. As people travel more and businesses increasingly workacross global boundaries, time zones can become an obstacle to virtual communication ifnot recognised and appreciated.

10. Develop ground rules for your team to counter the challenges of remotecommunication: Make a mental note of the guidelines above and put them into practice.If working in a virtual team, it is important to establish a set of ground rules that eachteam member will follow to ensure the most effective communication. This includesdetermining how, when and where members will communicate. Agreeing to meet inperson every two weeks or ensuring that certain people are copied on specific emails, forinstance, will also help to create a more positive and professional atmosphere in whichvirtual communication can take place.

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~ o m m t . l n i c a f dReferences - US

Books and Guides

Althen, Gary, Doran, Amanda and Szmania, Suzan (2002) AmericanWays:A GuidefvrForeigners ill theUnited States, Intercultural Press, Inc.

Bryson, Bill (2000) I 'm a Stvanoev Here Myself: Notes011 Returning toAmericaAft:etTwenty YeatsAway, Broadway.

Hampshire, David (2005) LivingandWorking in America:A Survival Handbook, Survival BooksLtd., 5th edition.

Kim, Eun (2001) The Yilt and Yang ~ American Culture: A Paradox, Intercultural Press, Inc.Lanier, Alison R. and Davis, Jet C. (2004) Living ill the USA, Intercultural Press, Inc. 6th edition.Stewart, Edward and Bennett, Milton (1991) American Cultural Pntteme:A Cross-Culiural

Perspective, Intercultural Press, Inc.Storti, Craig (2004) Americansat Work: A Cultural Guide to the Can-Do People, Intercultural Press,

Inc.Storti, Craig {200l) OldWorld,New World:BridgingCultural D ~ r k r e r z c e s : Britain, France,

Germanyand theU.S., Intercultural P H - . ~ S S , Inc.Walmsley, Jane (2003) Brit-Think A111eri-Think:A TmnsaUaJ1tic Survival Guide,Penguin Books.Wanning, Esther (2005) Culture Shock! USA: A Guide toCustoms alldEtiquette,Graphic Arts

Center Publishing.White, [ohn Kenneth (2002) Values Divide:AmericaflPolitics find Cultu.J'e ill Transition,Chatham

House Publishers.Zinn, Howard {200S) People's History of the United States:1492 to Present, Harper Perennial

Modern Classics.

Websiteswww.usinfo.state.gov lusa/infousaInformation USA is an authoritative resource for foreign audiences seeking information aboutAmerican society, political processes, official U.S. policies and culture.www.cia.gov/da/publicationslfactbook/geos/us.htmlCIA World Pactbook providing detailed reference information in all areas for the u.s.www.firstgov.govU.S. government official web portal

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~ O m m l J n i C a i d\'Ilw\v.whitehouse.govInformation about the White House including history, policy standings and current news,,'/ww.statwusa.govProvides current trade and economic information and statisticswww.cenSllS.g.QYDetailed reports on population demographics, geography, business and news,.vw\'v.state.govLl.S.Department of State providing up-to-date information, news, travel and education.''',1ww.ed.gQYU.s. Department of Education with information and useful links for students and parents,vww.vl!cather.comThe weather Channel- provides up-to-date local and regional weather information, trafficupdates and emergency warnings.W,vVo,l.usinfo.state.gov(scv(society cultu1'e values.htmlInformation about Ll.S.society, culture and valuesWWVII .usastudyguide.colrtllifeinusa.htmUSA Study Guide website aimed primarily at students but offers a variety of usefulinformation and links for anyone living in the U.s,wV\7w.usatourism.comTh.e U.S. does not have a central tourism office, instead each state have their own. This is aninformal guide to tourism in the U.S. bu t bear in mind there are more detailed sites available.VolVolw.heIJousa.comInformation for those relocating to the u.s.www.amtrak.comNational Train Service information, routes and updatesMedia

Atlanta Journal & Constitutionwww.ajc.com

Baltimore Sunwww.sunspot.net/news/printedition

Boston Globewww.boston.com

Chicago Tribunewww.chicagotribune.com

Material_Working Successfully with Americans

Christi an Science Monitorwww.csmonitor.com

Dallas Morning Newswww.dallasnews.com

Denver Postwww.denverpost.com

Detroit Free Presswww.freep.com

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Houston Chroniclewww.ch1.On.co01International Herald Tribunewww.iht.com

Los Angeles TimesVolVo/v.!.1atimes.comMiami Heraldwww.herald.com

111e Ne w York Times on the WebV,1wv\I,nvtimeS.comNewsday.com, Long Island, New Yorkwww.newsday.com

~ o m m u n l c a l dPhiladelphia Inquirer an d Daily Newswww.philly.col11/rnldlinquirerSan Francisco Chroniclewww.sfgate.com/chronicleUSA Todaywww.llsatodav.coffiWashington Postwww.washing!illlpost.com

Washington Timeswww .vashtimcs.com

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