The Hindu Business Line : Working with Americans

In my last column, I had written about working with Americans: using the word ‘no’ whenever you had to say so; disagreeing directly; specifying a better alternative if you had one; avoiding understatements like “a small suggestion”; and admitting it openly, if you had not understood something. This article received so much positive feedback from readers that I have decided to share three more tips on succeeding with Americans.

America is still India’s largest trading partner. With our IT partnerships progressing well , many of us come across situations that require problem-solving with our American counterparts. Here are three sure ways, as Craig Storti, my mentor in cross-cultural dialogues, points out:

BE PRO-ACTIVE About PROBLEM-solving

Americans talk only in terms of “challenges” not failures or problems. So, if as the Indian on the team, you think through a situation and come up with suggestions to solve it showing true commitment to resolve issues, you will succeed in working on a team with American colleagues or customers. Your pro-active, ‘can do’ attitude will gel well.

Sound positive

So the first step is to have enthusiasm and the right attitude to solve issues. But, it is not enough if this enthusiasm is only in your mind. You need to articulate it loud and clear, which is the crucial step two. Stating something negative may make them feel you are being pessimistic. Instead, always say: “This is how we can fix this.” Never say: “This is not going to work.”

If you say: “John, we have already used this alpha programme in Delhi, but it was too slow and complicated,” he doesn’t hear your positive note. Instead say: “John, because I know from the last project that the alpha programme is slow, I am going to (shows you are going to take positive action) brainstorm with my team to see if beta or delta would be more suitable. Give me (note the usage of action oriented words!) two days to get back to you with a positive solution.”

Don’t worry TOO much about mistakes

When things go wrong, just get up and start again. Don’t complain or make excuses. When a child falls down in India, the mother often says, “Bad step, why did you trip my baby?” And, she may go on to smack the step a couple of times, to stop her baby crying. On the other hand, an American mother’s comment is likely to be: “I am so sorry baby, you must watch where you are going!”

Our tendency to transfer the blame is carried through into adulthood also. In our work life too, we look around to see who is responsible for a delay or a goof-up. On the other hand, the American learns accountability and simply apologises, moving on as there is no great stigma attached to failing.

When this American and Indian meet on the same team in adult life and need to work together, the Indian’s tendency to complain and make excuses when he makes a mistake will simply not be acceptable to the American. What he may accept though is: “I am sorry John, we could not meet today’s deadline, it is my mistake as I misjudged the effort. I will bring in extra hands and give you a customer-ready product by Tuesday 4 pm.” It is hard for us Indians to articulate this way and it requires practice. But if you do (and deliver at 4 pm you must), then success is yours and the mistake is forgotten!

The other day, I came across a beautiful Sanskrit word in the Bhagvad Gita : Eeksha — meaning “right judgment” — is a great value to live by. In cross-cultural relations, it enables us to find the right balance. A person with Eeksha assesses the pros and cons of the situation and wisely follows the middle path. Sometimes, he adapts to the American way, sometimes he doesn’t, knowing fully what to expect. And then, there are times, when he gets the American to adapt to his ways!

(The writer is CEO of Global Adjustments, a company that offers integrated India destination services and cross-cultural education delivered through the portal www.globalindian.com)

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