Stfp Bruxelles Feb19_2009

A Word Of Warning – This is not a Scientific Subject

This is a full version of the presentation which includes all European countries represented in the

group

What is your opinion about the following statements?

–  “Handling cultural differences is just a matter of common sense”

–  “We are rapidly becoming one world culture: in the global village of today, culture does not matter much”

–  “We are all one corporate culture here, it doesn’t matter if you come from France, Germany or China – everyone gets treated the same”

Culture is moving higher up the world agenda as a major challenge in

business and politics

What is Culture?

Cultural Conditioning

•  Cultural values and beliefs originate from a country’s history, religion, physical environment and language

•  They impose themselves on our behaviour

•  Our minds are conditioned at an early age

•  Values and beliefs are extremely stable over time

Consequence These values and beliefs in turn affect:

–  Our outlook and world view –  Our actions –  Our understanding –  Our communication style –  Our listening style –  Our attitude to authority and leadership –  Our motivation factors –  Our concept of space and time –  Our body-language –  Etc…

Layers of Culture National Regional

Educational Professional

Gender Class

Religious Generational

Ethnic Corporate Personal

Stereotyping (or generalisation)

•  A valuable tool but:

(i) it must be consciously held

(ii) it should be descriptive rather than evaluative

(iii) it should be managed

The Categorisation of Cultures

Human Mental Programming Communication Patterns

Listening Habit s

Human Mental Programming

– USA –

National Communication Patterns

– USA –

Listening Habits

– USA –


– English –

Celtic Britons - Values and Core Beliefs -

•  In common with English

- Traditional, humorous, fair play, love of debate, understatement, inventive, supports underdogs

•  Diverging

- Not so insular, not so diplomatic, not so casual, empathize with many foreigners, less coded speech, no snobbery

•  Extra qualities

- Poetic, artistic, fond of music and singing, emotional, nationalistic, focused, hard-headed, tendency towards idealism, generous, friendly

Celtic Britons - Values and Core Beliefs -

•  Particularly Scots

- Thrifty, Independent, proud, strong sense of separate identity and traditions, energetic, romantic

•  Particularly Welsh

- Friendly, cosy, rustic, simplifying, anxious to preserve the Welsh language, love choirs, rugby, see themselves as true Britons

•  Particularly Irish

- Tendency towards fatalism, chauvinistic, Catholic, story-tellers, elastic truth (blarney)

Celtic / Irish / Northern English Comparison

Celtic Irish Northern English Poetic

Romantic

Excitable

Artistic

Good singers

Good story-tellers

Some emotion

Open / Displays feelings

Not-so-insular

Humorous

Not class conscious

Punctual (except Irish)

Good linguists / Talkative

Exaggerate

Changeable

Charming

Hard-headed

Friendly

Very humorous

Not class conscious

Generous

Very open

Better linguists than Southerners

Anti-snob

Show happiness but not sadness

Hate red tape

Individualistic


– UK –

British Coded Speech (1) What is said What is meant

Hm….interesting idea You could say that

We must have a meeting about your idea

We shall certainly consider it

Iʼm not quite with you on that one

I agree, up to a point

What a stupid suggestion I wouldnʼt

Forget it

We wonʼt do it That is totally unacceptable

I disagree

British Coded Speech (2) What is said What is meant

Remind me once more of your strategy

We must wait for a politically correct time to introduce this

It has lots of future potential He works intuitively

Heʼs our best golfer

Let me make a suggestion

I wasnʼt listening last time

Forget it

Itʼs failed Heʼs completely disorganised We keep him out of the office

This is what Iʼve decided to do

Listening Habits

– UK –


– Germany –

Listening Habits

– Germany –


– France –

Listening Habits

– France –


– Italy –

Listening Habits

– Italy –

The Protestant/Catholic divide Protestant values

–  Honesty, truth, transparency –  Justice, rule of law, discipline –  Freedom of speech, of worship –  Equality for women –  Work ethic (work = success = money) –  Egalitarianism –  Punctuality, neatness, cleanliness –  Tidy public spaces, civil order –  Early Puritanical precepts gradually liberalising and

splitting into many sects and credos

The Protestant/Catholic divide Catholic values

–  There is only one true church –  Strict dogma and ritual –  Hierarchical society –  Strong leaders, great power distance –  Nepotism in business –  Use of key people rather than officialdom –  Close personal relationships –  Relaxed attitude to time –  Liberal view of sin (confessions) –  Philosophical view of truth


– Spain –

Listening Habits

– Spain –


– Netherlands –

Listening Habits

– Netherlands –


– Belgium –

Listening Habits – Belgium –


– Austria –

National Communication Patterns – Austria –

Listening Habits – Austria –


– Poland –

Listening Habits

– Poland –


– Czech Republic –

Listening Habits



– Romania –

Listening Habits

– Romania –


– Bulgaria –

Listening Habits

– Bulgaria –

How about China?


– China –

Listening Habits

– China –

Horizons

German – Chinese Horizons

Italian – Chinese Horizons

Chinese – UK Horizons

Leadership Styles

Leadership Styles

•  Managers in L/A cultures will: –  Demonstrate and look for technical competence –  Place facts before sentiments, logic before emotion –  Be deal oriented, with a view to immediate achievement and results

•  Managers in M/A cultures will: –  Rely on their eloquence and ability to persuade –  Use human force as an inspirational factor –  Complete human transactions emotionally

•  Managers in Reactive cultures will: –  Will dominate with knowledge, patience and quiet control –  Display modesty and courtesy –  Create a harmonious atmosphere for teamwork –  Be paternalistic

Leadership style

Leadership style

- USA - - UK -

Leadership style

– Italy –

Leadership style

– Spain –

Leadership style

– Netherlands –

Leadership style

– Belgium –

Leadership style

– Poland –

Leadership style


Leadership style – Romania –

Leadership style – Bulgaria –

How About China?

Leadership style – China –

Language of Management


– USA –


– Germany –


– UK –


– France –


– Italy –


– Spain –


– Netherlands –


– Belgium –


– Poland –


– Romania –


– Bulgaria –

How About China?


– China –

Motivation

Motivating Factors •  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

Motivating Factors – China Key: Humility, giving face

•  Show compassion for Chinese difficulties. It will pay off

•  Praise their inventiveness and economic achievements

•  Show respect, especially to elders

•  Find your “rank” and behave accordingly

•  Learn all you can about Guanxi

•  Preserve harmony by saving face for everybody on all occasions

•  Know and respect Confucian values

•  Be careful how you look at the concept of truth, The Chinese do nor believe in absolute, scientific truth

Motivating Factors – China

Avoid:

•  Showing anger or appearing upset

•  Rushing Chinese business partners

•  Boasting

•  Ignoring anyone brought into your presence

•  Rejecting a Chinese proposal out of hand. When you negate someone’s idea, you negate the person

•  Discussing the topic of human rights, Taiwan or Tibet

Motivating Factors – Germany Key: Indicating trust, demonstrating solidity

•  Germans are generally punctual, organised and efficient. You must match these qualities

•  When Germans criticise your actions, it is to help you avoid making mistakes. Accept their criticism as being constructive

•  Give serious answers to serious questions •  Be well prepared •  They like consensus •  Say what you mean •  Respect privacy at all times •  Remember to shake hands a lot and use proper

greetings on meeting and departing

Motivating Factors – Germany Avoid:

•  Displaying too much eccentricity •  Meeting them head on if you see their position is

diametrically opposed to yours •  Interrupting unfinished tasks or giving Germans too many

tasks simultaneously •  Falling into the trap of oversimplifying. Germans often see

Americans and some others as naïve •  Overdoing small talk. Germans like facts, figures, reliable

information

Motivating Factors – UK

Key: Don’t rock the boat

•  Business and making money are serious matters, but one should always try to look casual about it

•  One should be competitive, but not tread openly on others’ toes. There are unwritten rules about fair play

•  Statements and actions should be low key. Everything should seem to be under control

•  Sentiment, emotion and open criticism should be avoided in public

•  Be prepared to read between the lines •  Remember that there are many types of Brits

Motivating Factors – UK

Avoid:

•  Being sentimental, emotional and openly critical in public

•  Boasting about your connections

•  Talking too much; on the other hand don’t lapse into silence too often

•  Looking too serious or always taking things literally

•  Pressing them if they become (suddenly) vague; they are probably stalling, so take another route

Motivating Factors – France Key: Sharing visions, praising France

•  Speak some French •  Be logical at all times, but show flexibility •  Respect privacy and maintain formality •  Show that you appreciate the French point of view, even if

it differs from your own •  In a working relationship, the French are not initially

generous, but they will respond quickly to generosity from your side

•  Be willing to discuss topics at length •  Be as imaginative and lively as you can

Motivating Factors – France

Avoid:

•  Expressing strong opinions until you know their position

•  Prolonged silences; they do not like them

•  American-style, bottom-line focus, quick deals, opportunistic wheeling and dealing

•  Sarcasm or irony

Motivating Factors – Italy Key: Share personal details, praise families

•  Confide in them as much as you can. Be human at all times

•  They may reveal much of their private life to you. Listen sympathetically

•  Be prepared, in principle, to grant any personal favour they may ask you

•  They must feel that you are part of their in-group and they part of yours

•  Strive to be communicative. Contact them often

•  Be willing to share Italian conspiracies

•  Accept quickly a change of heart or mind on their part

Motivating Factors – Italy

Avoid:

•  Brusqueness and lack of delicacy

•  Insensitive remarks

•  Lack of appreciation of Italian thoughtfulness

•  Reference to crime, corruption, the Mafia

•  Reference to Italy’s proclivity for changing governments

Motivating Factors - Belgium Key : The ability to compromise

•  Show a certain amount of conservatism

•  Show you know how to achieve solutions through compromise

•  Adopt a gradualist approach to problems in general

•  Demonstrate intellectual humility

•  In most situations resolve things through common sense

•  Show flexibility if deadlock threatens

•  Be enthusiastic about Europe

•  Acknowledge Belgium’s economic achievements in spite of her small size

Motivating Factors – Belgium

Avoid :

•  Too much dogma

•  Criticising the Monarchy

•  Direct confrontation

•  Discussion of politics (it is complicated)

•  Any sign of temper

•  Being over-opinionated

•  Discussion of religious or language issues

Motivating Factors – Spain Key : Protect Spanish honour and integrity

•  Human relations count far more than logic or efficiency

•  Always impute the best motives. Unlike Italians, they are touchy about personal honour and nationalism

•  Let them speak at length

•  Win their loyalty by listening well

•  Socialise as energetically (and as late) as possible

•  Show some knowledge of Spanish history

•  Influence them by personal appeal, not rules, regulations or deadlines

•  Remember there are several Spains

Motivating Factors – Spain

Avoid:

•  Confusing mañana behaviour with laziness

•  Allowing any Spaniards to lose face in your presence

•  Paying too much personal attention to Spanish ladies. The men are unreasonably jealous!

•  Referring to Spanish lack of punctuality, slowness, political or regional instability, violence or general inefficiencies or weaknesses. It is counterproductive

Motivating Factors – Netherlands Key: Respect individual rights •  Show that you are fully aware of (and admire) their incredible

achievements

•  Speak a little Dutch with them and be humorous. Dutch humour is jocular and earthy rather than witty

•  Show some frugality. Dutch people dislike extravagance

•  Never waste their time. Dutch people are industrious and you should try to match their diligence and work rate

•  Indulge in give-and-take, this gets them going

•  Be frank and open about most things. Indulge in give-and-take

•  Always show you are punctual, rational, precise and egalitarian

•  Be informative, informed and well prepared

Motivating Factors – Netherlands

Avoid:

•  Wasting their time

•  Jokes or strong opinions about religion

•  Too much charisma; the Dutch are basically conservative

•  Pushy tactics; the Dutch are skeptical

Motivating Factors - Poland Key: Love and help Poland •  Poles will do just about anything for a visitor who clearly

demonstrate a love of Poland •  Be courteous at all times •  Get a feeling for Polish romantic nationalism. Support it •  Be humorous and drink with them when you can •  Compliment them on their lavish hospitality •  Enter into eager debate with them, concentrating on

positive issues •  In business, Poles are impressed by hard facts, but are also

interested in your feelings about them •  Appreciate Polish high standards of education and artistry

Motivating Factors - Poland Avoid:

•  Being too direct, especially if there is a negative element involved

•  Being too serious about issues

•  Any form of bad manners

•  Appearing only result-oriented

•  Infringing on anyone’s rights

•  Risky comments that might be seen as offensive

Motivating Factors – Romania Key: Respect the Romanian “difference”

•  Acknowledge Romania’s historical and linguistic position •  Speak a few words of Romanian •  Admire the beauty of their language, scenery, churches and

monasteries •  Show you are willing to help them in their difficulties •  Read between the lines to divine their wishes and aspirations •  Elicit information indirectly •  Indulge in small talk and politics, but do not “intervene” •  Accept their lavish hospitality and reciprocate soon •  Understand that business and social life are intertwined

Motivating Factors – Romania

Avoid:

•  Praising Hungarians and their qualities

•  Aggressive questioning

•  Brusque behaviour

•  Causing anybody to lose face (they are very sensitive)

•  Any reference to the country’s backwardness, inefficiency and corruption

Motivating Factors – Bulgaria Key: Praise their potential. Be open and friendly

•  Demonstrate your appreciation of Bulgaria’s resilience during half a millennium of Turkish domination, preserving its language and religion

•  Show your appreciation of the fact that the Cyrillic alphabet was created by Bulgarians

•  Remember that Bulgaria, an ally of Germany, did not allow the Bulgarian Jews to be deported during WW2

•  Recognise that Bulgarians are well educated and well informed

•  Listen to their complaint about problems and difficulties, but don’t offer advice or solutions. Demonstrate your confidence that they can sort things out

Motivating Factors – Bulgaria

Avoid:

•  Comparing them to Serbs and Romanians

•  Being too enthusiastic about Turkey

•  Talking about communist times, unless you wish to praise their survival skills and the lessons they have learned

Motivating Factors – Czech Key: Be steady, calm and loyal

•  Show inventiveness and look for solutions with them

•  Discuss things calmly. Be rational but flexible •  Maintain a certain amount of formality; use academic titles

with new acquaintances •  Be chivalrous. Shaking hands is important •  Demonstrate tolerance •  Share their love of music and theater •  Enjoy their (original) humour •  Steadiness, morality and loyalty are important

Motivating Factors - Czech

Avoid:

•  Disrespectful body language or slouching

•  Being ostentatious

•  Praising Slovaks too much

Golden Rules

Golden Rules for Interacting with Linear-Active People (1)

•  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 •  Prioritise truth over diplomacy •  Follow rules, regulations, laws •  Speech is for information

Golden Rules for Interacting with Linear-Active People (2)

•  Maintain word-deed correlation •  Complete action chain •  Stay results-oriented •  Stick to agenda •  Compromise to achieve deal •  Respect officialdom •  Respect contracts and written word •  Reply quickly to written communication or e-mails •  Restrain body language •  Look for short-term profit •  Be punctual

Golden Rules for Interacting with Multi-Active People (1)

•  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 •  Be gregarious and socialising

Golden Rules for Interacting with Multi-Active People (2)

•  Think aloud •  Complete human transactions •  Digress from agenda and 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

Golden Rules for Interacting with Reactive People (1)

•  Good listening is important •  Do not interrupt •  Do not confront •  Do not cause anyone to lose face •  Do not disagree openly •  Suggestions, especially criticism, must be indirect •  Be ambiguous, so as to leave options open •  Statements are promises •  Prioritise diplomacy over truth •  Follow rules but interpret them flexibly •  Speech is to promote harmony

Golden Rules for Interacting with Reactive People (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

Stfp Bruxelles Feb19_2009

Education

Transcript of Stfp Bruxelles Feb19_2009