By K. V Subramaniam, [ Thursday, September 07, 2006  ]

“Etiquette” is one word used commonly when someone gets in to process consultancy. 

Most of us, when taking up an international consultancy assignment give utmost importance to understand the culture and etiquettes of other countries rather than assessing our basic etiquettes, which we possess to take up the assignment. 

In reality, one need not focus more on the business etiquettes of the visiting country. Instead, fine tuning of the “basic etiquettes" which are common among all countries will be more than sufficient. 

For example, giving up one’s seat for an elderly person in a train is a common and unwritten rule that reflects basic etiquette of any country. It is pure common sense and has nothing to do with countries’ etiquette or culture.

Along similar lines, if we look at the business etiquettes, I would say, it’s mere "common sense" :- being a good listener, thinking WIN-WIN situation are universal skills one needs to possess to get in to consultancy.  

If one has good "common sense"; (Common sense is a pure qualitative statement......and up to each and every individual to judge their own common sense) then there is no need to really get trained on etiquettes or the work culture of other countries. One can easily satisfy his/her customer’s expectations if the simple common sense works. 

In my few years of experience in IT industry, I have understood/experienced that it is important to be yourself (assuming your common sense level is acceptable as per the general standards) and execute your work up to the expectations of your customer. 

Don’t work hard, work smart; is a golden rule to the success of consultancy.

The word SMART plays a vital role. Most of us have the impression that SMART is related to being intelligent. But its not.

SMART really means adapting to the environment and making your move inline with the customer expectations.

Let’s assume, the customer comes up with an idea which is not workable in general terms. Will a straight “NO” or rushing to propose a counter idea help.

Certainly not. Expectation is to present a SMART idea, which should give hints to the customer that his idea is not workable. Many a people miss out on this point, rush up and give best of their ideas to get appreciation but finally ending up creating a negative impression.

Be a good listener. Never try to pitch in when a discussion is on and try to prove your point.

Listen carefully and make your proposal. Note, only the proposal. Give your views which can yield a reasonable benefit and let the customer think and make his decision based on your proposal. This works!!!

Well, all these points don’t mean that you should just agree to whatever the customer says.

Express your disagreement if it’s not a realistic proposal, but in a SMART way. Here indirect communication works.

Coming to the “ways-ideas-to-be-implemented” in customer location.

Customer is the better person to comment on it. Suggest a workable/cost saving proposal, allow the customers to decide on how to sell those ideas to the ground level engineers. So act SMART! 

Last but not the least.  The one thing which is a “must have” as per the standard etiquettes is "Language". Knowing the local language will offset the other hurdles which were discussed above.

The bottom line therefore is, etiquettes help maintain good relations with people from our own country as well as foreign countries. Appreciating & understanding each others culture help to build a stronger and longer lasting relationship irrespective of the business perspective.

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