X-Rated in Brazil
Problem: “I spent months setting up a deal in São Paulo and once the contract was signed by the Brazilian CEO, I flashed the OK sign. He seemed very upset, raised his voice, and eventually tore up the contract. What went wrong?”
Why: Flashing the OK sign is an obscene gesture in many Latin American countries. The CEO was shocked and needed to save face among his subordinates.
Solution: Use the universal sign for congratulations—a smile and a handshake.
Email Sinkhole in Japan
Why: Your contact isn’t the only person empowered to make the final decision. In fact, he is probably a gatekeeper for other people he reports to. In Japan, consensus among the group is key. The reason you’re getting a question is because others in the group need more info before they can make a decision.
Solution: Next time send the email to the entire group and load it up with the key facts and statistics so that the group can make a decision.
No R-E-S-P-E-C-T in Kuala Lumpur
Problem: “Don’t know what’s going down, but my Malay staff members don’t look at me when they’re in a meeting. So I started raising my voice and speaking more brusquely to get their attention. Nada.”
Solution: Don’t talk louder to get your points across. Keep the same tone of voice and just understand that they’re listening to your words but not acknowledging it with their eyes.
French Fried
Problem: “I put a pretty tight proposal together for prospective French clients, but the entire meeting I was grilled by them on the minutiae. I had expected to fill in the details later. Why couldn’t we just move on?”
Why: French culture has spent thousands of years perfecting a way of life, a way of doing things—it’s called the French way. Unless you can prove the process of getting to your conclusion is perfect, French clients especially are going to make you provide facts to support every assertion you make.
Solution: Don’t wing it when trying to close a deal in France. There is no hammering down the details later. Be sure every detail is in place and that you have backup for each bullet point.
China Syndrome
Problem: “I started getting mildly upset over a small point in a contract that I hoped my Chinese clients would sign. Problem is, they said very little to me afterward. The relationship seemed to cool considerably.”
Why: Unlike Russia, where temper tantrums are often part of doing business, the Chinese really don’t like emotional displays. To them, it’s a sign of extreme immaturity.
Solution: You need to keep your cool and stay under control, no matter how frustrating the circumstances become dealing with your Chinese clients. Otherwise, you might as well pack up and head home. No business is getting done.
