UNIT 9: INITIAL CONTACTS ACROSS CULTURES Intercultural Business Communication Instructor: Hsin-Hsin Cindy Lee, PhD

Contents

Part 1: Country profile Part 2: Case study Part 3: Learning points Part 4: Checkpoint References

How much do you know about Colombia? Part (1/4)

Country Profile – Colombia

Colombia – Hard Facts

Full name Population Capital Area Major language Major religion Life expectancy Monetary unit GNI per capita

Republic of Colombia 46.1 million (UN, 2005) Bogota 1.14 million sq km Spanish Christianity 69 years (men), 77 years

(women) (UN) 1 Colombian peso = 100

centavos US $2,290 (World Bank,

2006)

Overview

Colombia has significant natural resources and its diverse culture reflects the indigenous Indian, Spanish and African origins of its people.

But it has also been ravaged by a decades-long violent conflict involving outlawed armed groups, drug cartels and gross violations of human rights.

The fourth largest country in South America and one of the continent's most populous nations, Colombia has substantial oil reserves and is a major producer of gold, silver, emeralds, platinum and coal.

Colombia

Useful Links

http://www.internationalist.com/business/Colombia.php Introduce more a great number of links in

Colombia http://news.bbc.co.uk/2/hi/americas/coun

try_profiles/1212798.stm Provide hard facts and introduction to the

country http://news.bbc.co.uk/2/hi/americas/coun

try_profiles/1212827.stm Provide the timeline/history of the country

Part (2/4)

Case Study – Initial Contact

Case Study – Getting Connected in Colombia A bank in Bogota, Colombia decided to

improve its computer communications system. The top sales manager of a young but successful communications company in the USA wanted to get the Colombian account.

The sales manager, Peter Knolls, was a young man with an excellent background in computers and US sales. He had been on of the original partners in this small communications company.

Looking for agent and key contact From his office in Chicago, he started to look

for the right person to contact. He called the Colombian Association of Banks. The association coordinates bank business and encourages foreign investment. It also acts as a third party to introduce foreign contacts.

An agent of the association named Roberto Coronas as the key contact of the Columbian bank for the account. The agent then suggested they all meet together in Colombia.

The first contact on the phone… Knolls, wanting to be certain that a trip

to Colombia would be worthwhile, asked the agent for Coronas’s phone number and called him immediately. He introduced himself to Coronas and began to explain how his company could develop the best computer system for the bank.

Coronas suggested they meet each other in person to talk further.

The first face-to-face meeting… Knolls went with the agent to meet Coronas in

person. After a brief introduction, Coronas suggested that the two men have dinner together that evening.

At the dinner the sales manager (Knolls) was ready to talk about business, but Coronas wanted to talk about general topics, such as business friends, and Colombia’s literary and cultural history instead.

Knolls said his interest was in business, not in the arts. The young man explained how he had independently developed a successful communications business without any special help or connections.

The end

Knolls did not make a good impression on Coronas.

At the end of the evening, Coronas said they should stay in touch.

BUT he never contacted Knolls again.

Knolls lost the important business contact.

Why? What happened?

Your Analysis

Why didn’t Coronas contact Knolls later? What did Knolls do wrong for the initial

contact? Was there any other better way to deal

with Coronas in this case?

Questions for Discussion

Can you answer the following questions in terms of Colombian, American and Taiwanese cultures?

Is it more common to contact people and get information in person or on the phone?

What are some ways to get introduced to a company? Which way is most common or effective?

In making initial contact, which is more important: the company or the person representing the company? Why?

How important are personal connections? Why? How much time is spent on getting to know each

other? Why? Can you use the model of synthetic cultures to

explain the differences between those national cultures?

Part (3/4)

Learning Points

Outline

Colombian business etiquette Individualist VS Collectivist Cultures Further information and examples on

getting connected for initial contact E.g. Egypt; Korea

Intercultural business communication tips for the first meeting – the use of names and titles E.g. Singapore; England

Colombian business etiquette Family – As a collectivist culture, family is the central unit of Colombian society. Close ties

between extended families and communities can have a major influence on individual behaviour.

The importance of family is also evident in Colombian business culture where often family

members will be found working for the same company and many companies are family owned. Indirect communication – Colombians tend to communicate in an indirect and subtle manner.

It

is important to not offend others and always be as diplomatic as possible. Meaning is conveyed

through non-verbal forms of communication and often a Colombian will say ‘yes’ or ‘maybe’

instead of saying ‘no’ to avoid losing face and maintain harmony. Time – Colombians approach time in a very relaxed and flexible manner. Punctuality is not

essential and planning things to the minute is not common. Business meetings are often delayed

as a result and sometimes even cancelled at the last minute without any prior warning. If

planning a visit or series of meetings in Colombia, therefore, always schedule extra time in

between to allow for any extra time needed.

Dos DO expect to spend a lot of time getting to know your

Colombian business counterparts before any business takes place.

DO translate all your marketing literature, business cards and any other documents you present in your business dealings into Spanish. Failure to do so may jeopardize your business potential.

DO accept invitations from your Colombian business counterparts to social or business occasions. Social events are an ideal time to develop relationships which are an essential part of Colombian business culture. They are also a great opportunity to experience and learn more about Colombian culture.

Don’ts

DON’T rush business dealings with your Colombian colleagues and avoid pressing for final decisions.

DON’T be overly aggressive while negotiating business deals, as it is considered rude and often perceived as arrogant.

DON’T ignore formal Colombian dining etiquette as this will reflect poorly on you as an individual and will also negatively impact any business dealings in Colombia.

Individualist VS Collectivist Cultures "We" not "me" orientation. Each person is encouraged to conform to society,

to do what is best for the group and to not openly express opinions or beliefs that go against it.

Group, family or rights for the common good are seen as more important than the rights of individuals.

Rules promote stability, order and obedience. Fitting in or conforming to group or society is

required. Distinctions made between in-group and out-group. Working with others and cooperating is the norm. Everyone often relies on others for support.

"I" identity. Promotes individual goals, initiative and

achievement. Each person is encouraged to stand out, be

unique and express themselves. Individual rights seen as most important. Rules attempt to ensure independence, choices

and freedom of speech. Less distinction between in-group and out-group. Relying or being dependent on others is seen as

shameful. People are encouraged to do things on their own,

to rely on themselves.

Individualist VS Collectivist Cultures

Doing Business in Individualist (American) Culture

Relationships or connections are not essential to success.

Cooperation depends on terms and conditions. Prefer clear and direct delivery of messages.

People do not hesitate to speak for themselves. People care about their personal performances. Everyone’s job responsibilities tend to be clearly

stated Prefer to deal with one single task after another.

Further information/Examples for initial contact

Egypt Governmental references are useful The social relationship is essential The same respect and social interest should be shown

to all person who are in the key contact’s office Korea

Recommendation from a 3rd party is useful Contact highly respected Korean High-level government officials are influential A person’s status is defined by education, family, birth,

address, connections and the size of the company, etc.

More Tips on Intercultural Communication for Initial Contact

The Use of Names and Titles Formal Culture VS Informal Culture Formal Culture:

Use titles more often Use first names only with close friends E.g. Britain, Singapore

Informal Culture Use first names more often Titles are used in the working place or first

meetings only E.g. USA

Part (4/4)

Checkpoint

Checkpoint

What is Colombia’s official language? Give three examples on what you should

do while doing business in Colombia? Give three examples on differences

between Colombian and American business cultures.

How shall you make initial contact to do business in Egypt?

How shall you make initial contact to do business in Korea?

References

Business Across Cultures. By Laura M. English and Sarah Lynn.

www.bbc.com.tw (country profile) Doing Business in Colombia. By Corao

Malinak, Communicaid Consultancy. CIA The World Factbook 2007

-End-

Do you have any questions? You are encouraged to ask questions!