How to Communicate Effectively

How to Communicate Effectively with Chinese People

 

 

Choosing the most suitable communication channel

 

The key challenge for any business arrangement between the UK and China is communication.  Despite having a multitude of advanced technological tools at their disposal, business people from China and the West are still frustrated by the constraints of communication.  There are many factors at play here - including distance, time difference, the unreliability of communication technology, the inability to communicate, or simply the reluctance of business partners to improve communication channels. 

 

While Chinese companies employ communication channels that are similar to their Western counterparts (mobile phones, landlines, faxes, email, post and express mail), it is important to understand that they are often used in very different ways to the West.

 

Landlines and mobile phones

Make sure that you accumulate your key contacts’ mobile telephone numbers at the outset of your dealings.  While a mobile phone is undoubtedly an essential tool of communication in the UK, they are used even more frequently and extensively in China with over 500 million mobile phone subscribers!  Today’s entrepreneurs simply cannot live without them.  Chinese business people will answer their mobiles whenever and wherever they are - in meetings, at the dinner table, on holiday or at a family gathering.  Westerners are often offended when their Chinese counterparts interrupt their meetings with mobile phone calls.  However, this cultural dissimilarity is as beneficial to UK businesses as it is frustrating - that phone call could well be yours when you are desperately trying to confirm last minute changes to a specification prior to production!

 

A Chinese landline is a particularly unreliable communication channel.  Unlike a mobile phone it will not always be answered, especially at older or more conventional Chinese organisations.  If there is no-one in the office, the phone could ring forever without an answer phone kicking in or the switchboard operator reconnecting with your call!  Some companies do have individual lines to each office, but in most cases it is entirely down to luck whether you can reach anyone.  Communicating in office hours from another country is complicated further by the time difference.  For easier communication, you may find that your Chinese colleagues are happy to give you their mobile number as well as their home number.  In many cases, they will invite you to call them at any time of day as your call is long distance and therefore important.  However, if you are willing to reciprocate, make sure they realise the time difference – unless you are happy to receive calls in the early hours!

 

Fax and email

Fax machines continue to be very popular in China for a variety of reasons.  Firstly, a fax provides proof of a document’s origin and source; secondly, it offers fast and safe delivery to the end user (no computer viruses lurking there!); thirdly, writing Chinese characters by hand is easier than typing on a computer keyboard; and the final reason is that email connections are not always reliable or accessible.  The only problem with communicating by fax is that they are not confidential. When a fax arrives at its destination it can be read by anybody within the office and it is therefore impossible to determine whether the intended reader has received your document.  Therefore, before sending the document, it is advisable to make contact with the intended recipient to ensure that they are aware that the fax is about to be transmitted.

 

Today’s business world relies on email as a fast and economical method of communication.  But while Western companies enjoy good email connections, the same cannot be assumed of all Chinese businesses.  Progressive service-driven companies with forward-looking management will certainly have modern equipment, with all key staff members enjoying their own PCs and company email addresses.  This, however, is unlikely to be the case with more traditional and manufacturing-based companies.  Even if a business boasts a professional, modern website, it may not have an associated email address, or it may only have a single generic address shared by many members of staff. Under these circumstances, many employees create a private email account for business use.  Be aware, however, that these are often poorly maintained.  For example, when the private email account has been filled with spam mail, the existing email account will be abandoned in favour of a new email address.  Unfortunately, this new address is not often communicated to all genuine customers!

 

Post and express delivery services

The postal service in China is a less reliable means of delivering a package or letter.  It is safer to guarantee the delivery of your package by paying an extra charge for an express delivery.  The charge for this method of delivery tends to be pretty reasonable, although sometimes you will find your important package has travelled via five buses, two tube lines and on the back of several bicycles!  It does get there though!

 

In addition to the traditional methods of communication that we have all come to depend upon in recent times as described above, there is an increasing reliance on more modern techniques to keep in contact.

 

Messenger, Skype andSMStext messaging

Continuing technological innovation in telecommunications channels is playing an increasingly important role in people’s social and business lives.  In comparison with other methods of communication, they are cheaper, quicker and generally unobtrusive.  They are very popular and especially favoured for communicating with overseas colleagues and business partners.

 

 

Face-to-facecommunicationversus telephone conferencing

Face-to-face communication is always the ideal approach to establishing and nurturing a business relationship.  Equally, when language is a barrier, it might be better to convey your ideas and opinions to the interpreter by writing figures or drawing pictures on a flip chart.  However, this is not always possible for long distance communications, and verbal interaction with your Chinese contact is the next best thing to maintain that personal connection.  Whilst video conferencing is a relatively new concept in China, it is not difficult for your Chinese contacts to connect to your conference call through a line set up in the UK.  It is important to ensure that a sophisticated conference phone facility is set up so that the group can communicate effectively.

 

 

Interpreting

Translating the language verbally is usually referred to as interpreting. Depending on the scale of the event, there are 2 styles of interpreting to choose from - ‘consecutive’ and ‘simultaneous’.  Simultaneous interpreting is often used for large seminars and conferences.  For smaller business meetings, consecutive interpreting is more appropriate and the quality of the interpretation can be controlled better. 

 

When doing business in China, establishing a contact to act asanintermediary is important. This brings with it multiple benefits.  They can act as a reference, be your interpreter and navigate you through the bureaucracy, legal system and local business networks. However, as your business relationship will be predominantly in the hands of your interpreter, it is crucial that you choose someone that you can trust completely in relation to their loyalty and competency.

 

At the negotiation table, your interpreter’s role becomes even more important.  Once the channels of effective communication and trust have been developed between you and the interpreter, you can benefit in many ways. Your interpreter can become your negotiation partner, helping to steer the conversation in the direction you want it to go.  They can pick up messages beyond the language; identify the relationships within the opposite party and make an accurate judgement on who the real decision maker is.  While the words are being interpreted you can sit back and observe, and then compare notes with your interpreter after the meeting.

 

How to work with an interpreter:

 

Who makes the arrangements for aninterpreter?  Normally the Western visitor to China relies on their Chinese counterpart to provide an interpreter.  However, it is recommended that you have your own interpreter available for initial and important meetings.

 

Where do you find an interpreter?  There are many translation agencies in China that provide interpreting services, but standards can vary considerably.  A recommendation through a reliable source may prove to be the best way, so talk to your business contacts or friends.

 

Briefing your interpreter:Ideally it is important to use someone you know well and to brief them fully beforehand.  In any case it makes sense to involve your interpreter in your pre-meeting arrangements.  Ensure that your interpreter understands what you are aiming to achieve.

 

Clarity is essential:Speak in manageable sentences, at an even pace.  Do not ramble!  Conversely, do not speak in short phrases and unfinished sentences, as your interpreter may find it impossible to translate the meaning if you have left a sentence incomplete.  Try to write down numbers wherever possible, as large numbers can be tricky to interpret in Chinese.  Avoid the use of jargon and finally, ensure that any key terminology that may be used during the course of the meeting is discussed and understood in advance of the meeting. 

 

Cross checking:Even with a good interpreter, there is still scope for misunderstanding. By repeating important points and cross-referencing crucial issues, this will ensure that the key messages and outcomes will be communicated effectively.

 

Observe body language when your words are being interpreted:  This is a good opportunity to make your own judgement on who might be the decision-maker and influencer.

 

Time:Remember that the need to interpret speeches and presentations will effectively cut your speaking time in half. 

 

Humour: It is best to avoid jokes and witticisms.  Remember, when condcuting business you are representing your company, so always keep dealings at a professional level. This is not because the Chinese are humourless, but instead that jokes may be lost in translation and hence be redundant.

 

Making your presentation powerful:

 

Chinese, everything in Chinese!

Don’t assume that English is a business language used throughout the world.  Your direct contacts in China may speak brilliant English, but the decision makers, their bosses or the Board of Directors may not understand or be too busy to have the time and patience to read the documents in English.  Having your company brochure, presentation and any relevant handouts translated into Chinese is essential in order to maximise the potential of your business trip.

 

Knowing your audience and their needs

Make sure you have done your homework before doing business in China. The Chinese people plan meticulously and will know your business and possibly you inside out.  Conducting some research prior to your meeting can help you to understand your audience and the decision makers amongst them far better.  Based on the information you gather about their business issues and their local, national and international market environment will make your presentation more targeted.

 

Give them what they want and more!

Many forward-thinking Chinese companies use PowerPoint.  Their presentation is usually full of well-researched data and sophisticated graphics.  The same is expected from a Western company.

 

If the presentation is designed to provide your audience with a profile of your company, then the Chinese audience would want to know the size of your organisation, the number of staff employed and if your client base is made up of established brands within the marketplace. If your presentation can include humorous and more visual illustrations, it is more likely to retain their interest. 

 

International information and your analysis can be very interesting to the Chinese audience.  Because of the language barrier and limited resources, many Chinese companies may not be well equipped to absorb in-depth facts and figures globally.  Equally, case studies of similar natured projects that took place in another country are always very popular. 

 

Blow your own trumpet and impress!

A presentation stands for way more than a few slides - your Chinese counterpart will want to test out your confidence and technical capability level. The level of preparation you have put into the presentation can demonstrate the level of importance you ascribe to this project.  Be prepared to blow your own trumpet!!  Your company may be a leading international player in its industry, but you may have to assume that the Chinese people may never have heard of you!  So do articulate your ambition, your capabilities, your track record and, most importantly, what you can achieve for their organisation.

 

 

 

Chinese-style networking

As relationships are high on the agenda, Chinese business people are experts at networking and most business deals are struck through social and business networking events. 

 

Top 10 business discussion topics:

• General business trends and patterns

• New government policies on business

•Newbusinessdevelopmentideasand opportunities

• News and gossip on new and existing businesses

• Collaboration opportunities

• Evaluation of return on investment

• Public relations – new ‘guanxi’ created

• Estates and properties

• International and domestic stock market

• Premium business entertainment, e.g. overseas   

travel, golf, tennis, new clubs

 

 

The food culture

The Chinese people are proud of their food culture.  Entertainment by banquet is one of the most common and popular ways of celebrating this culture.  Frequent dinner entertainment is a way of life for a business person.  It is regarded as a very important networking opportunity.  A group of local like-minded associates often gather together and talk with each other over dinner, exchanging industry news and trading information.  Many people agree that most of their opportunities are created through these lunches and dinners.   Before important festivals such as the Chinese New Year, business people will hardly ever have time for their own families!  Gifts are given on these occasions, but the participants also recognise that spending time with people is of more importance.  Banqueting is perhaps the most popular form of networking, and drinking Chinese rice wine and endless toasting is inevitable! (see more information in Chapter 7).

 

 

 

Karaoke

The Chinese have adopted the Japanese musical invention ‘karaoke’ and it has become hugely popular, if not the most popular entertainment form among Chinese people.  There are huge entertainment complexes throughout China that are open 24 hours a day.  Private singing rooms are available with designated waiters/waitresses employed to be at your service throughout the night.  These venues are equipped with karaoke facilities and you will be served with drinks and fruit. After a few drinks and some ‘singing’ (in the loosest possible sense of the word!!), an informal atmosphere is created.  You may find that once you have sung your first song, you may want to develop your career as a singer!  Lasting friendships are formed through the camaraderie developed throughout the evening.

 

Spas and beauty parlours

Whilst corporate hospitality may not exist at football clubs or at the theatre in China, pampering valued customers at spas and beauty parlours certainly takes place throughout the country.  It depends on where you visit, but clean and luxurious places can easily be found through word-of-mouth. Men and women are separated when experiencing the spa treatments, but everyone can meet up in their pyjamas (provided by the parlour!) for a good meal or further treatments such as reflexology or massage.  These activities are very popular among close associates and friends, but it may be too intimate for you to enjoy with your new Chinese colleagues.  In which case, a simple reflexology treatment or a head massage could help with your jetlag and provide the opportunity for a good bonding session with your Chinese counterparts.

 

Golfing and other clubs

An increasing number of Chinese business people are taking up golf, although it is currently considered to be a very expensive, elitist sport.  Their enthusiasm for networking is the same as in the West, although their golfing ability is not quite up to par!  Other than golf, there are many private clubs and social circles emerging based around exclusive hobbies, engaged in by the more economically affluent population such as diving or sports cars.

 

MBA and special training classes

Education is always high on the agenda in China.  ‘Recharging your batteries’ for senior management has become a widespread phenomenon.  Different training courses to accommodate this trend are designed by well-known universities or large corporate organisations from all over the world.  These courses have become a breeding ground for networking at a high level.  Despite the huge costs associated with enrolling on such courses, the high networking values and opportunities to be derived far outweigh any monetary concerns.