Global Economy

Religion and values

North Americans can be used as an example. They think that if you work hard and achieve success, you will find favour in the eyes of God. They tend to assume that material comfort is a sign of superiority, that the rich are a little bit better than the poor, that people who work hard are better than those who don’t. They believe that money solves many problems. They assume that people from other cultures share their view. In fact, many societies condemn materialism and appreciate a carefree life-style.

The idea of role and status

Culture dictates the roles people play, including who communicates with whom, what they communicate and in what way. In many countries women still do not play a very prominent role in business. As a result, female executives from Belarusian firms may find themselves sent off to eat in a separate room with the wives of Arab businessmen, while the men all eat dinner together.

Decision-making customs

As for decision-making customs, Greece can be a good example. There making deals slowly, after a lengthy period of discussion, spending time on every little point is consid­ered a mark of good faith. A Greek executive assumes that anyone who ignores the details is being evasive and unreliable.  As for Belarus decision-making process here is very bureaucratic and entails dozens of documents to be signed. That’s why decisions are not always taken in time.

Perceptions of time

Differing perceptions of time is another factor that can lead to misunder­standings. An executive from Latin America attaches one mean­ing to time, while an executive from United States   attaches another. 

Let’s say that a salesperson from US calls on a client in Mexico City. After spending 30 minutes in the outer office, the person from Belarus feels angry and insulted, assuming, “This client must attach a very low priority to my visit to keep me waiting half an hour.” In fact, the Mexican client does not mean to imply anything at all by this delay. To the Mexican, a wait of 30 minutes is a matter of course.

There’s another interesting fact. The Japanese, knowing that North Americans are impatient, use time to their advantage when negotiating with them. This is expressed in such a way: “You Americans have one terrible weakness. If we make you wait long enough, you will agree to anything.”  :)

Language

Turning to language it should be said that if you deal closely with foreign companies you’d better pay particular attention to accurate translation, so that you were understood correctly. Sometimes the translations aren’t very good. For example, the well-known slogan “Come alive with Pepsi” was translated literally for Asian markets as “Pepsi brings your ancestors back from the grave”. The results were unfortunate.

Social behaviour and manners

The last difference is social behaviour and manners. Let’s say that a Belorussian businessman going on a foreign business trip to Germany. He has a meeting with a Marketing manager, a woman. In order to establish a business relationship with her, he is giving a woman a red rose. Though he’d better not, as far as it is consid­ered a romantic invitation in Germany.

It goes without saying that we may never completely overcome linguistic and cultural barriers, but we can communicate effectively with peo­ple from other cultures if we work at it. Some tips for successful communication can be suggested here.

The best way to prepare yourself to do business with people from another culture is to study their culture in advance. Reading books and articles about the culture and talking to people who have dealt with its members, preferably people who have done business with them can be very helpful. You should concentrate on learning something about their history, religion, politics, and customs, without ignoring the practical details either. In that regard, you should know something about another country’s weather condi­tions, health-care facilities, money, transportation, communications, and cus­toms regulations. You should also find out about a country’s subcultures, especially its business subcul­ture. Does the business world have its own rules and protocol? Who makes decisions? How are negotiations usually conducted? Is gift giving expected? What is the appropriate attire for attending a business meeting?

Some companies are really worried about the problem of cultural differences. That’s why they are trying to deal with this problem but not avoid it. In some large ones Human Resources Department is already organizing intercultural training. It can also be a good practice to adopt an international code of intercultural business communication. This will result in better communication, closer contacts and more ethical decision-making worldwide.

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I’d like to continue the topic about calls in business …

The first cue in the telephone conversation comes from the recipient of the call, who greets the caller and introduces himself and sometimes his firm. Then the caller should identify himself (and give his firm name if he feels it is necessary or helpful) not waiting to be asked. There are some exceptions to this, particularly if the caller is trying to reach someone who he knows does­n’t want to talk to him. But now we are talking about the great­est percentage of calls. Having identified himself the caller should immediately convey the sense of authority and conviction in a clear, strong voice that generally causes the person on the other end to give more attention to the call made.

If the caller is trying to reach, someone he doesn’t know on the reference of someone the recipient knows, this information should be given at the start. This often saves time and sometimes gets the caller through to people the first time, particularly if the caller’s reference is important to the person he is calling.

Assuming that this is primarily or totally businesses call its purpose should be stated as quickly and clearly as possible. The caller shouldn’t waste his prospect’s time with irrelevant comments or conversation before coming to the, point. This, of course, can vary depending on the relationships between the caller and his interlocutor. Anyway the best bet is to comу to the point before the recipient gets’ annoyed and worried why someone is calling him.

Once the caller has said why he is calling, he should listen und concentrate on what his interlocutor is saying. If there are any distractions try to stop them or if it’s impossible close your eyes, no matter whether you are the caller or the recipient.

When we use the telephone in our business transactions the communication tools available to us are very limited. The person you are communicating with cannot see you. He/she cannot read the expression on your face. If he/she doesn’t understand what you are saying, he/she cannot watch your lips. You can neither gesture nor touch your interlocutor. You cannot see the  person’s reaction to what you are saying. You cannot write, out anything or draw a diagram if he/she doesn’t understand your point.

You have only three communication tools at your disposal:

1. Your voice.

2. Your inflection.

3. Your words.

Therefore you must make the best of them what really isn’t that hard to do.

Voice

Speak into the mouthpiece, not over or around it. If you do this, people can hear you and understand you much more easily. It also means that you can then speak in your normal conversational voice. Have you ever noticed how on a long dis­tance call some people automatically raise their voices and some liven shout into the phone? We are not talking about when the connection is bad; most of the time this is just human nature. You don’t have to do this if you just speak into the mouthpiece.

The phone is a marvelous device, designed to carry your nor­mal speaking voice almost anywhere in the world. So let it do its work.

Inflection

Some people freeze up on the telephone. They speak unnaturally, without any inflection. When they do so, the party on the other end often misses much of what they say. In­stead of speaking into the instrument, forget you have it in your hand. Imagine that the person you are talking to is standing or sitting right in front of you. Speak to the person, gesture, stand, sit, pace. Be as natural as if you were carrying on the conversa­tion in person. Your voice will then have the right inflection and convey the unspoken messages you want to convey.

Words

Speak distinctly; don’t swallow separate words, whole sentences and great ideas. This may mean speaking just a little slower than you would if you were talking to the other party in person. Don’t be very sophisticated. Try to use the shortest and the simplest words you can.

To the above three points we should add another one that you should try to follow whenever you are talking to anyone, in person or on the phone - concentrate. Concentrate both on what you want to say and on what the other person is saying to you. This is even more important when on the telephone than in person.

Be a great orator and the greatest listener!

If you keep the above points in mind and introduce them into practice you will find that you are getting more benefit out of your time on the phone. And the people you are talking to will feel the same way.

If there is more than one point you want to cover, make a few notes and have them in front of you. If you have a lot of things to cover, make an outline. In any case be ready to take notes.