Culture - PMI SFBAC
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Transcript Culture - PMI SFBAC
The Importance of Culture
when Managing
International Projects
Mark Hehl
Hehl & Associates
Southbury, CT USA
203 982 6231
www.hehlassociates.com
(c) 2012, Mark Hehl, all rights reserved
Agenda
The Project Manager and Globalization
Cultural Mistakes – Disaster Examples
The Importance of Cultural Understanding
Why are people different?
Are you the Ugly American?
Various World Cultures
Applying Cultural Savvy
Enjoying the experience while achieving
success
(c) 2012, Mark Hehl, all rights reserved
What Cultures are you dealing
with?
List
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Ignoring Culture Issues Consequences can be deadly!
Cultural misunderstanding
Directing traffic
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What Problems are you facing?
Relative to cross culture projects
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International Projects
List Positives
List Negatives / Challenges
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Globalization
Cross Border Activity Increasing
• New players
• New cultures
• Varied perceptions
• More complicated
• Greater challenge
= Potential for enhanced
performance / conflict
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Cultural Sensitivity
Critical to Success
My Exposure
• Growing up
• Adulthood
• Professional Success
Timex
China
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(c) 2012, Mark Hehl, all rights reserved
Lack of Cultural Awareness =
Paying a Higher Price
Asian customer – Chinese Supplier
No understanding or engagement
of Chinese culture
World recession – late 2008
Material prices dropped
significantly
Refusal to lower kit price
Reason – Cultural Difficulties
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Cultural Savvy
Aids Communication
Establishes Immediate Rapport
Enhances Team Motivation / Buy-in
Builds Positive Relationships
Enables Cooperation
Postures the PM for Success
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Which is more accurate in most cases?
The average American knows more
about the other culture that he/she
is dealing with or is the opposite
true?
Why?
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Testimonial
“I would definitely recommend Mark for
future projects. At the beginning of this
project, I thought that his work plan was
impossible within our required timeframe.
However, he proved me wrong. He has
phenomenal cross cultural skills and
patience in developing the relationships
which are required to get people to go the
extra mile and exceed expectations.”
(c) 2012, Mark Hehl, all rights reserved
Unnecessary Confusion = Slow
Progress
E Mail Communication
• No phone follow up
“I told you very clearly”
Not verifying understanding and
assuming action
Duplicate requests
Overly demanding
Intellectual Property (IP) Concern
(c) 2012, Mark Hehl, all rights reserved
Not the best Cultural Reaction
Family story example
Concluded that something different
was wrong
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On Culture
“It is not right or
wrong, good or bad,
it is just different”
Mark Hehl - March, 1996
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American Culture
Positive aspects
Negative aspects
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North American
Legal
• The contract governs; not what is said /
promised
Poor at negotiation
Direct
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North American
Not warm and friendly at the
beginning
Will not joke at the beginning
Asks direct questions
Insular
Values hard work
• Impatient with those who do not
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North American
Prompt and responsive
• Expects the same from others
“Time is Money”
• They really believe this!
• Advantage
• Restaurant bill example
Wants to get down to business fast!
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North American
One language
Not interested in learning languages
Straightforward
Challenges authority
Assertive and forceful
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Obsolete Components
Asian Division – US Fortune 500
Poor Performing Components
Multiple requests for Inventory
Balance
• No response
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Chinese Culture
Positive aspects
Negative aspects
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Chinese History
Oldest continuous major world
civilization
Records date back 3,500-5,000 years
Advanced civilization with a common
written language
Prosperity diminished during the 19th
Century
• Social strife
• Economic Stagnation
• Explosive population growth
Chinese History
Western penetration
• Hong Kong (Great Britain)
• Opium Wars
• The unequal treaties
• Shanghai Concessions
• Communist Government
• Hong Kong and Macau returned to
China
• China is now a World Power!
Chinese Gifts to the World
Gunpowder
Fireworks
The compass
Paper
Natural gas used as a fuel
The seismograph
Contributions to science/mathematics
Second most popular cuisine in the world
The graduate college
The formal educational evaluation
system
Chinese Culture
Education
• Written language memorized
• Entry competitive-exam
• High social pressure to excel
• High motivation to learn English
Native English Speaking Teachers
• China graduates 6X as many
engineers as the USA
Languages
Many spoken languages
Mandarin-Official
Cantonese-Hong Kong & Macau
Shanghaiese-Shanghai
Common written language?
• Traditional Characters
Hong Kong, Macau, Singapore &
Taiwan
• Simplified characters
• Western (Arabic) number system
Confucian Precepts / Values
Dignity
Mutual respect
Respect for authority
• Obedience
Humility
Courtesy
Deference
• Face
• Mianzi
Mianzi (Face)
Shame
Status
Self respect
Avoid
• Insults
• Criticism
• Embarrassing
• Shouting
• Proving wrong
Guanxi
Relationships between people
Good social relationships are a symbol of
personal ability
Develop relationships first
Enquire about family and personal life
• Expect personal questions
Salary
Invest in this up front
• It will pay dividends
China
Dignity
• Face
• “Mianzi”
Mutual respect
Respect for authority
• Obedience
Humility
Courtesy
(c) 2012, Mark Hehl, all rights reserved
China
Considerate
Polite
Well-mannered
Modesty
Do not show emotion
Will not use “No”
Decisions come from the top
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What does YES mean?
I hear you
It may not mean
• Agreement
• Understanding
• That action will take place
How does one handle this?
(c) 2012, Mark Hehl, all rights reserved
China
Develop relationships first
• “Guanzhi”
• Chinese do not like to do business with
strangers
Enquire about family and personal life
• Expect personal questions
Invest in relationships
• It will pay dividends
(c) 2012, Mark Hehl, all rights reserved
Kegi
Considerate
Polite
Well-mannered
Humbleness
Modesty
Do not show emotion
Using Kegi
Avoid
• Bragging
• Embracing
• Being too carefree
• Political discussions to avoid
The Province of Taiwan
One Child Policy
Social unrest
The Environment
Yes & No???
NO = hostile/disrespectful
• One may not hear it
Yes may not mean agreement
• Understanding
• That message was heard
• Probe
• Read between the lines
Chinese Culture
What problems does the Chinese
respect for authority and not saying
“NO” create for Westerners trying to
implement business process
improvement?
How does one overcome these?
The First Meeting
-Introductions
-Name cards
-Personal distance
(c) 2012, Mark Hehl, all rights reserved
Avoid These!
Western gestures that are taboo in
China include:
• Pointing the index finger--use the
open hand instead
• Using the index finger to call
someone-use the hand with fingers
motioning downward as in waving
• Finger snapping
• Showing the soles of shoes
• Whistling is considered rude
Expect These!
Chinese customs that are annoying
to Westerners:
• Belching or spitting on the street
• Lack of consideration when
smoking and failure to ask
permission to smoke
• Slurping food
• Talking while eating
• Spitting out bones while eating
• Toothpick
Chinese Culture
Multi-lingual
Will not challenge authority
Seeks friendship
Knows Western culture
Limited resources
Humble
Mandarin
Basic terms
• Ni Hao--Hello, Good Day, How are
you?
• Xie Xie--Thank You
• Gahn Bay-- “Dry Cup” Toast at
meals
Do not drink alone
Be careful!
Meals / Banquets
Chopsticks
Wait for host to seat you
• Seat position at table
Never leave your plate clean!
Leave room for the next course
Toasting-no need to “Dry Cup”
• Drink slowly
Good opportunity to
introduce/discuss new initiatives
China - Other Items
Red = Good Luck
The Green Hat Story
Covering one’s face = embarrassment
or disagreement
Sticking chopsticks in rice = Death
If you do not know what a food is -ASK!
Unless you can handle the result- do
not look in tanks & cages at restaurants
China - Other Items
Birds and fish are served with the head
Ok to do in China
• Using a toothpick at the table
• Spitting bones on a plate
• Making noises while eating
• Putting one’s elbows on table
• Reaching across the table for food
• Smoking during a meal
• Picking up a bowl of rice to one’s
mouth
Potential Problem Areas
China
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Modified Behaviors
China
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Protecting a Bad Design
Western Parent Company / Asia
Division
Design not Working Properly
Re-Design in Europe
• Intentionally providing incorrect details
Intellectual Property (IP) Issue
Lost Sales / Customer Goodwill
(c) 2010 Mark Hehl, all rights reserved
Indian Culture
Positive aspects
Negative aspects
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Indian Head Shaking
Agreement
• Source of confusion
Project Manager
–Faux Pas!
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India
Caste System
Be on time
Slow decisions
Family orientation
The boss is right
Relationship value
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India
Women
• Shaking Hands???
Head Shaking
Develop Trust
Accept refreshments
Double Standard???
• On time
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Potential Problem Areas
India
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Modified Behavior
India
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Missed Opportunity for Cost
Savings / Sales Increase
Latin American Supplier to a Fortune
100 Corporation
Opportunities identified /
demonstrated
• 23% productivity improvement
• Not implemented
No follow up to ensure
implementation
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Lost Investment
Potential New Asian Supplier
Site visit scheduled for a Friday
Government Blackout
Supplier Unwilling to Challenge
Fortune 100 Corporation
Project Cancelled
• Investment wasted
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Process Improvement?
Asian supplier to a US Fortune 500
Enhanced process controls needed
Performed for the wrong reason
• Ineffective
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Time Reduction = Lost Sales
US Corporation
– Chinese Suppliers
- Assembly plant in The Philippines
Arbitrary lead time reduction
Delivery not possible
Silence from suppliers
$15 million in lost sales
(c) 2010 Mark Hehl, all rights reserved
The Philippines
Foreign Influence
• China
• Spain
• The United States
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The Philippines
Positive aspects of the culture
Negative aspects of the culture
(c) 2012, Mark Hehl, all rights reserved
The Philippines
Warm
Friendly
Laid back
Positive outlook
• Good during a crisis
• Prevention?
Eager to please foreigners
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The Philippines
Non Assertive
Eager to learn
Reluctant to use “No”
Inferiority complex
Sometimes provides too much
information
• May not be relevant
• Too much detail
(c) 2012, Mark Hehl, all rights reserved
The Philippines
Potential Problem Areas
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Modified Behavior
The Philippines
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Latin America
Is the culture the same in all of
Latin America?
Is the language the same?
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Latin America
20 Spanish Speaking Countries
• Various dialects
• Some words can be offensive is some
countries where they are not in others
The Language of Brazil is Portuguese
(c) 2012, Mark Hehl, all rights reserved
Latin America
Regionally Diverse
• Not all the same!
Warm/Friendly
• Begin with social conversation
Tactile
• “Abrazo”
• Personal space
Time Attitude
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Latin America
Formality
• Señor , Ing., Lic., etc.
• Spoken
• Written
• Avoid using first names at the beginning
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Latin America
Meet with Decision Maker
• Authority may not be delagated
Avoid pressure tactics
Relationship Orientation
Social Conversation First
• Ask about family
• Remember details
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No Action - No Product
US Importer – South American
Supplier
Agreement from Purchasing
• No Action
Communicate with Boss for action
• Autocratic environment
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Quotation Problems
Latin America
Oral indication
Quotes not received
Issues
• Culture
• Understanding
• Competency
• Unwilling to say “NO”
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Regulatory Information
US Fortune 100 Corporation
Asian Plastic Supplier
Material Data Required
No Response
• Communication
• IP Concern
Additional Travel Cost
• Schedule impact
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(c) 2012, Mark Hehl, all rights reserved
Vague Direction from Europe
My Client
Questions not answered directly
Read between the lines
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Communication tips
Use clear elegant language
Verify understanding
• Follow up call
Avoid
• Jargon
• Colloquialisms
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MY Plan
How I will avoid being the Ugly
American
1)
2)
3)
4)
5)
(c) 2012, Mark Hehl, all rights reserved
Other Items
Stop, Look and Listen
Ask questions
• History
• Local Area
Avoid pointing one’s finger
• Use an open hand
Applying Cultural Savvy
Avoid Stereotyping
Be Genuinely Interested
• Culture
• History
• Enjoy the Experience
Stop, Look & Listen
(c) 2012, Mark Hehl, all rights reserved
Applying Cultural Savvy
Research & Learn
• Culture
• History
• Language Basics
Ask Questions
Communicate their way
Show Respect
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Best Investment
Cross Cultural Training
All Team Members
Both Directions
A Critical Investment!
(c) 2012, Mark Hehl, all rights reserved
Questions
Thank you for allowing
me to be of service!
Mark Hehl
Hehl & Associates
Southbury, CT USA
203 982 6231
ww.hehlassociates.com
(c) 2012, Mark Hehl, all rights reserved