Culture Clash
Culture Clash
Personal relationships
can take second place
to contractsFrank Williams and his family had saved for a vacation in Kathmandu, Nepal, for more than two years. Family members decided to book with a company that offered a packaged tour led by Pearl Bryan. Travelling from Los Angeles, group members arrived in Kathmandu late one evening, passed through customs, settled into their rooms, and started out the next day on a sightseeing trip in and around the city.
Many of the activities involved ground transportation on a tour bus owned by Suresh Shrestha. As a hands-on manager, Suresh often talked with tour group members to make sure that their needs were met. He found that Frank and Pearl were especially interested in the history of Nepal, and he was happy to teach them as much as he could by pointing out important historical sites. The tour was going well, highlighted by a trip to Chitwan National Park to observe elephants and shopping tours to Freak Street in Thamal. One evening, Suresh picked up Pearl and Frank in his car and took them to the site of recent pro-democracy demonstrations.
The next morning, the tour was supposed to leave the hotel at 8 a.m. for a trip to a staging area for expeditions to Mount Everest. The bus was late, and it still had not arrived at 9:15 am. Frank and Pearl complained to Suresh. Suresh replied that the bus driver might have overslept but that he would be at the hotel soon. Frank and Pearl became visibly upset and pointed to a piece of paper that specified the 8 a.m. departure time. Suresh was surprised with the Americans' firm tone of voice and felt betrayed given the positive relationship he had developed with Frank and Pearl.
When problems arise in business dealings, different cultures offer various ways of finding a solution. Suresh brings a relational orientation. He feels that he has developed good personal relations with the Americans, and that difficulties can be handled if people call upon past positive interactions. Americans often bring a more rational orientation to problem solving. "We had an agreement, here it is in writing, and so the bus should be here by now!" People's appeal to the very familiar behaviors of their own culture are more frequent when they are upset and when they feel that their time and money are being wasted.
This incident and analysis developed from conversations with D. P. S. Bhawuk of the University of Hawaii College of Business Administration. He points out that the relational orientation is common in countries such as Nepal where people view themselves as long term members of permanent groups. The rational orientation is common in cultures such as the United States where people depend upon a strong legal system to protect their individual rights.
The purpose of this column is to increase understanding of human behavior as it has an impact on the workplace. Special attention will be given to miscommunications caused by cultural differences. Each column will start with a short example of such confusion. Possible explanations will be offered to encourage thought about these issues.
Richard Brislin is a professor in the College of Business Administration,
University of Hawaii. He can be reached through the
College Relations Office: cro@cba.hawaii.edu