The Hindu Business Line : Converse across cultures

One cultural stereotype about Indians is that we talk a lot. Put complete strangers together on a train and by the end of the journey, they are swapping notes on everything from the state of the country to the state of their digestion. But translate that to a business situation, or worse, an international business situation, and the results are not quite so happy.

If you are the kind who either gets completely tongue tied in such circumstances or feel like you permanently have your foot in your mouth, take heart. It is not such an insurmountable problem. The formality of a business setting is nothing like the informality of a personal conversation that most of us seem to excel at. But a few simple rules can set you straight.

You are usually talking to someone whose language skills are different from yours. S/he may not have English as a first language and even if s/he does, may speak English quite differently. Everything, including diction and speed, is dissimilar.

If you think most foreigners speak too rapidly and in incomprehensible accents, they think the same of us! Whoever you are speaking to then is probably quite as diffident about understanding or being understood as you are.

If you are on a telephone call, where your voice is further distorted by electronic devices, the simplest thing is to say at the outset that you are going to have things you don't understand repeated or clarified and offer to do the same.

Be aware of the limits involved in conversation. Never swear or be rude. Even if the other person does, do not respond in kind. If it is a business meeting, keep the conversation focused on the agenda after initial greetings. Don't talk about the flat tyre you had that morning or grumble about your constant migraines, unless your relationship with the person is slightly more personal. But keep even that to after your meeting is done.

In a social setting related to business you have more leeway. But remember, certain topics are taboo — sex, income and even potentially controversial topics like religion and politics.

Listen very carefully. If you are a good listener, you ultimately cannot fail in any conversation. Note everything that is said and mentally underline anything that you want to discuss further. After the person has finished speaking, then ask your question. You will not only come across as intelligent and on the ball, but in a social setting, people will be flattered that you really listened.

Listening has other pay-offs. Often, a foreign culture can find your accent and pronunciation unsettling. Listening is the best way to get used to the language and also improve your vocabulary. By listening you can learn about what is and isn't socially acceptable.

Remember body language. Maintain eye contact at all times. Don't look over his/her shoulder, never look at your watch and do not fiddle with keys or shuffle while listening. Smile. People can hear a smile even on the telephone. Make polite sounds that show you are listening, like "hmm" or "yes" so the person on the other end of the line knows you are still with him or her.

Be sensitive to the personality of the other person. Be patient if the other person is a slow speaker or has difficulty in expressing what they want to say.

Be positive. Don't criticise, complain or condemn — but be visibly enthusiastic about the conversation you are having. Often nod your head and say "yes". If you need to disagree, there are non-confrontational, graceful ways to do this.

Be simple and brief. When you are talking across cultures, keep communication simple and to the point. Compensate for language and comprehension problems by being succinct. Here's one story of what happened when the compulsive British need for formal, polite expression ran into Indian reality.

A British manager told me how he learned to readjust his linguistic practices while in India. Western cultures are used to phrasing requests very politely and loquaciously, while Indians can cut them down to bare minimum. Wanting a photocopy of a document when his secretary was out for lunch, he called in the office assistant to help.

"Do you have a lot to do now, or would you mind terribly making me a copy, Raja?" (18 words) he asked of Raja, the office assistant. Raja looked blank. He was supposed to understand English and speak it, so why was he confounded, the manager wondered.

"Again sir, please," Raja said tentatively.

"Oh I'm sorry. I just asked if it would be okay for you to please make a copy of the meeting notes?"(22 words) the manager repeated.

"Why sorry, Sir? Nothing wrong!" Raja exclaimed in horror, latching on to the word "sorry".

"No, no, nothing wrong, I just wanted a copy. But don't bother. Let Mary (the secretary) come back from her lunch."

"Madam Mary gone lunch, Sir. I here help Sir," smiled Raja.

"Yes - one copy please." (4 words and a wave of the paper)

"Oh Sir want copy?"

"Yes, that is what I was wondering."

"Sir?"

"Copy?" "Please."

"Copy wanting?"

"Yes, copy please," (3 words) and off Raja dashed down the corridor to come back in a jiffy with the copy in his hand!

Three words did the trick without entirely sacrificing the British need for politeness.

(The writer is Founder-Director of Global Adjustments, the Chennai-headquartered cross-cultural training and services company)