Narrowing the Communication Gap – Follow On

©Bryan Walton

Based on “Speaking of India: Bridging the Communication Gap When Working With Indians”  by Craig Storti

Review

Cultures are not better or worse, just different.

We communicate differently due to cultural differences.

Understanding these differences will help us to listen for intent and increase understanding.

“Yes” vs “Yes”

In India “Yes” means “I’m listening” – not “I agree”

For Americans “yes” means “I agree” or “I will do it”.

When Americans say “yes,” it is usually an answer to a question, and when they hear “yes,” they assume it’s the answer to their question.

The Indian “No”

The Indian “no” is not a negative statement, but rather the absence of a positive statement where “yes” is clearly desired.

Unintended Consequences Because we have different intentions

for “yes” and “no”, we need to validate understanding to see if we are on the same page.

It’s OK to say “no” But remember,

“Yes, if …” Is better than

“No, because…”

Negotiation

“Yes, if …” is an opening to negotiation.

I can do what you want if: The scope is reduced I get more resources The time is extended Other tasks are taken off my plate

When given a new task, clarify priorities.

It’s OK to make a mistake

We learn more from mistakes than from successes Don’t make the same mistake twice Don’t hide your mistakes. Admit mistakes proactively and say what you’ll do to

redress them. Figure out what you learned and what you’ll do

differently.

Ask for help

Admit you don’t know something. Ask for help if you need it. Be

specific about what you need. Ask for clarification

Not just problems, solutions Finding and reporting problems is

good Reporting a solution to the problem

is better Reporting 3 solutions and a

recommendation is best!

A matter of perceptions

India

USA

Indire

ct

Direct

Indirect

Blunt

Direct Blunt

Be direct

Be more direct The Indian version of direct comes

across to Americans as indirect and is often misunderstood

Being “direct” means being “blunt” and close to impolite to an Indian but Americans do not take it that way.

Do Americans really like bad news? No, but if there is bad news, we’d

rather hear it sooner than later. Business concepts: Risk & Risk

Mitigation In advance, try to identify▪ What might go wrong▪ If something goes wrong, how to lessen the

impact Part of risk mitigation is calling out

problems as soon as they are identified so we can deal with them

How to deliver bad newsDeliver bad news more forcefully

The way you deliver bad news does not make the news sound bad to AmericansYour forceful may seem extreme or exaggerated to you but Americans won’t take it that way.“Withholding comment” will be seen by Americans as “no comment”, meaning “no opinion”

Give bad news as soon as you’re aware of it

How Americans Think Americans value successful outcomes in the project or

business adventure above group harmony. It’s more important to point out problems early on, than to risk

being impolite or disrespectful. Americans worry much less about dignity than Indians do,

so it is more difficult to embarrass them. “yes” is interpreted as a positive response—not just “I

hear you”—by most Americans. It’s perfectly acceptable, even necessary, to use the word

“no” with Americans. For Americans, the absence of “yes” does not mean “no”

they need to hear the words “no,” “not,” or some other type of negation.

Americans seldom assign any meaning to what is not said.

How to talk to Americans Say what you actually think, not what you think they

want to hear. possibly, maybe, I think so—do not mean “no” to

Americans; they are closer to “yes.” Communicate bad news—we’re behind schedule,

something is not possible, we need help— using these words or something similar.

Ccommunicate negative feedback say something negative, not merely refrain from saying anything positive.

Americans almost never intend to be impolite or rude, and would be embarrassed to know this is how they were perceived.

What is going on here? BRIGITTE: I was wondering, Sumitra, if your

team can come in on Saturday? SUMITRA: Saturday? BRIGITTE: Yes. Just for a couple of hours. SUMITRA: I see. BRIGITTE: Just to finish up that application test. SUMITRA: Right. BRIGITTE: I think Ram’s team is coming in also,

so it should go pretty fast. SUMITRA: Yes. They work quite fast. BRIGITTE: So what do you think, Sumitra? SUMITRA: Let me ask my team and get back to

you. BRIGITTE: No problem.

Share what you understood What was Brigitte saying? What was Sumitra hearing? What was Sumitra saying? What was Brigitte hearing?

What is going on here? JOANN: How’s everything going, Kartik? KARTIK: Fine, fine. JOANN: Are we still on schedule? KARTIK: Oh yes. We’re working extra hard on this. JOANN: Great. My people are anxious to see the

new application. KARTIK: I’m sure. When are they expecting to see

it? JOANN: By the end of the week, like we agreed. KARTIK: I see. It turned out to be quite a big job,

didn’t it? JOANN: That’s for sure. Thanks for all your help,

Kartik.

Share what you understood What was Joann saying? What was Kartik hearing? What was Kartik saying? What was Joann hearing?

What is going on here? KUMAR: Marian! How are you? MARIAN: I’m fine, thanks. I was wondering,

Kumar, what you would think if we decided to move up the date for the systems test?

KUMAR: Move it up? MARIAN: Just by a week, at the most. KUMAR: I see. Do you think it’s possible? MARIAN: Should be. But what do you think? KUMAR: Me? I guess you don’t see any problems? MARIAN: Not really. My people can be ready at

this end if your people can be up to speed by then.

KUMAR: I see.

Share what you understood What was Kumar saying? What was Marian hearing? What was Marian saying? What was Kumar hearing?

What is going on here?

BILL: We need to schedule our tour of your facility.

ANU: Of course. BILL: How about next Tuesday

morning? ANU: Tuesday? BILL: Yes, would 10:30 be OK? ANU: 10:30? Is it good for you? BILL: Yes, it’s fine.

Share what you understood What was Anu saying? What was Bill hearing? What was Bill saying? What was Anu hearing?

What’s going on here? KARL: Ashok, how’s the data analysis going? ASHOK: Not too bad. KARL: Will it be ready for the meeting? ASHOK: The meeting? Right. When is that

scheduled for again? KARL: Friday. Your guys will be ready, right? ASHOK: Actually I wanted to ask you about

the meeting. Who’s going to be there exactly? KARL: Well, my team, Sharon’s team, and

probably Eric’s people. ASHOK: I see. Should be very interesting.

Share what you understood What was Ashok saying? What was Karl hearing? What was Karl saying? What was Ashok hearing?

The Language Problem

Cultural differences are real, but there is another problem: Americans don’t understand Indians

Not what you mean, but the actual words

Why not?speed and accent

Indian Accents

Northern Indian accents are easier for Americans

Most off-shoring, out-sourcing is in the South

Most Americans don’t grow up hearing people speak English as a second language

Caught Off Guard You may be surprised Americans

don’t understand you Why?

You have been speaking to other Indians who speak the way you do

Americans aren’t used to your speed, accent or vocabulary

Advice Slow down Don’t assume your accent has disappeared after

a short reduction class Americans may be embarrassed to ask you to

slow down or repeat. Look for signs we may be confused.

Ask Americans to define expressions you don’t understand

Take care in using Indian English vocabulary and expressions

On the phone, slow down even more Don’t interrupt

ResourcesSpeaking of India: Bridging the Communication Gap When Working With Indians

by Craig StortiCulture Shock: India by Gitanjali KolanadIndia - Culture Smart!: The Essential Guide to Customs & Culture by Becky StephenEnjoying India: The Essential Handbook by J.D. Viharinihttp://www.businessinsider.com/the-weirdest-things-about-america-2013-8