The Hindu Business Line : Global practices that indicate respect

This time, I want to share a story one of my expatriate clients wrote to me about. Read Mary Mainland's words: "Preparing for my first visit to India, as our company was expanding into Asia, I studied all the Best Foot Forward in Asia-type books I could find. As the company's HR representative, I was determined to set an example on cross-cultural awareness and sensitivity. I would try to set the standard for our other functional managers who, at times, appeared rather fixed in their North American approach to our new partners in India. But the way to Hell is paved with good intentions!"

She continued, "The company driver picked me up at the hotel and drove me to the factory to meet our staff. As I stepped out of the car, I immediately made my first mistake. A teenage office boy stepped forward and grasped the handle of my briefcase as his senior managers waited to greet me. Being a self-sufficient Canadian I did not wish to impose upon anyone and preferred to carry the briefcase myself. The office boy and I then engaged in a brief tug-of-war, until, mercifully, my brain engaged and I realised that it was his job to assist and I was embarrassing him in front of his managers by not letting him carry out his duties. I then released my grip, he took my briefcase and we enjoyed all the wonderful introductions to our Indian staff!"

The carrying of the bag was a specifically Indian sign of respect for the boss or visitor. But there are a few more areas, outlined below, we could tread carefully on, which will work for showing respect in the Indian or global scenario and will always have you come out a winner.

Making requests appropriately: Whoever we ask a service of, using `please' and `thank you' will work towards cementing a positive frame of mind. Waiting your turn till they are freed from a current chore and asking politely for whatever you need is always a winning ploy.

Respect for others' time: When we turn up late for an appointment or keep someone waiting, we are actually showing a lack of respect for their time. We are, in fact, saying: "Your time is not as valuable as mine." Set your clock forward, arrive on time or ahead of it, or always inform them of delays and possible wait periods. Go up, acknowledge a visitor, tell him how much longer it may take, offer a drink or reading material if there is a waiting period. If you are going in and are late, remember you will start your meeting on a low note as it will have to start with an apology.

Prior information of a potential delivery delay: When you are the one delivering something, it is a great relationship tool to inform the recipient of potential delays. Don't presume somehow it will all magically become possible; go ahead and say it is going to be a bit late, but the product will be excellent.

Regular updates: Status reports are key for business success. It is an important step to give progress reports when working with someone on a project. It makes them feel you respect their business and care enough about them to keep them updated. And if it is on time, great, if not, we just discussed that telling them prior to any actual surprises will be helpful.

Communication and explicit steps: What we are really talking about here is talking. Say explicitly what steps you are taking, how you hope to make the delivery of a product or be at a certain meeting at a specific time. Say what you will do, then do it and then say what you did. This reporting method builds intercultural or even professional relationships.

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

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