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Raja Simhan T.E.

Chennai , Dec. 15

ANAND now realises that two things are crucial while interacting with a customer: courtesy and clarity.

Consider this e-mail that he recently sent to a customer in response to a problem that his client faced in deciphering Anand's previous mail: ``Cool down first Keith, what you are thinking is correct in other aspect. In this case, it is not like that. Please let me put it in other words. After compiling that program, you need to link the abd.o and kjl.o then you will get the *.exe file, which is the expected one. If you have any doubts, please let me know, so that I can clarify you.''

None of the required attributes figure in the above e-mail. Anand (name changed) is not alone in this world of Indian software programmers and project leaders. They are all wizards in their area of speciality, but many lack basic communication skills. So, domestic software firms are training their employees, using a third party service provider, to improve their interaction skills. Clients abroad are also urging Indian vendors to provide these skills to employees before sending them to their (client's) campus.

For instance, Chennai-based Maples ESM Technologies Ltd is now training about 400 of Tata Consultancy Services' employees, who are working with a global bank, on communication skills. Maples is also imparting similar training to employees of HCL Technologies. Interestingly, requests for both these training projects have come from clients of these software biggies. A large US-based telecom networking company is similarly providing communication skills to Americans whose jobs involve interacting with Indians.

Says Dr Padmavathi Srinivasan, Senior Vice-President, Quality Assurance and Corporate Communications, Maples ESM Technologies Ltd, expectation of business skills is quite high among clients abroad. Indian IT firms now recognise that skills of individuals and organisations need to match international expectations for business success.

According to her, some software professionals think that because they are technology wizards, they can give a go-by to their communication skills. ``With a lot of effort, we changed this mindset among them,'' she says.

Says Ms Aruna Viswanathan, a trainer in business communication at Maples, today Indians find it difficult adapting to the local situation abroad due to the short stay there, given the emphasis on cutting costs by offshoring. Prior training in basic communication skills thus helps them.

For instance, Americans understand "Coke without ice," better than "Don't put ice." Similarly, "Stand in line," is preferred to "Please stand in a queue." A waiter understands "get the cheque," not "get the bill." If an American were unhappy with something, he would say, "If I were you, I wouldn't do it," but would feel uncomfortable with, "don't do this," she says.

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