Americans and Germans have very different expectations about how to manage interpersonal conflicts when they arise, which can lead to huge misunderstandings. As part of an ongoing series of articles, an American consultant living in Germany offers some advice.
When Germans and American collaborate, there will be conflict. This is normal. However, their respective approaches to conflict resolution differ. These differences, if not understood and properly balanced, can hinder just and lasting conflict resolution. And unresolved conflict threatens collaboration and success.
Again, the Sixth Amendment to the U.S. Constitution states clearly what Americans expect: „In all criminal prosecutions, the accused shall enjoy the right to a speedy and public trial“
Various U.S. state and federal laws guaranty a more specific right to a speedy trial. In New York, for example, the prosecution (accuser) must be ready for trial within six months or the charges are dismissed. The Speedy Trial Act of 1974 established time limits for completing the various stages of a federal criminal case.
Americans anticipate that there team leads not only hold a first hearing promptly. They want the conflict resolution process to come to a conclusion, to a judgement, promptly as well. A manager who is slow to decide – to make the „judgement call“ – is seen as someone who has weak resolve. To have resolve means to deal with something.
Americans believe that maintaining forward movement is critical to the success of every team.
Reliable: To be dependent; to have confidence based on experience; dependable, giving the same result on successive trials.
Convenient: Suited to personal comfort or to easy performance; suited to a particular situation; affording accommodation or advantage; being near at hand. From Latin convenire to assemble, come together, be suitable.
Some products are designed for use in adverse conditions. These include batteries, automobiles, tires, outdoor work clothing, footwear. These products enable people to accomplish tasks like living in extreme climates, driving to work in adverse weather, and staying comfortable while working outside. American made products in these categories are designed to be reliable, as this prevents surprises and gives the user a sense of security about using the product.
General Motors often uses the tagline “Longest–lasting, most dependable truck on the road” to describe its Chevy truck line. Other major truck companies like Ford or Dodge also use words like reliable and dependable to describe their trucks. Another famous series of commercials from battery maker Energizer involved a battery-powered rabbit playing the drums as if in a marching band. This rabbit was known as The Energizer Bunny, and his characteristic was that he „kept going and going and going.“
TIME magazine was created in America in 1923 by Henry Luce and Briton Hadden. It was the first weekly news magazine in the US and its founders originally intended to call it Facts. However, because Luce and Briton wanted to keep their magazine brief (something that busy people could read in about an hour), they decided to change its name to Time and use the slogan “Take Time – It’s Brief.”
Largely thanks to its brief format, Time almost immediately surpassed its closest competitor, The Literary Digest. In fact, the magazine was so popular that in “History of Time Magazine” David Wallechinsky and Irving Wallace wrote “if Time liked them, they marched or strode; if not, they shuffled, straggled, shambled, plodded, lumbered, barged, swaggered, wobbled, or slouched.”
These days, Time magazine is still the most popular weekly news magazine in the US, and has been since its creation, with the only exception of Newsweek, which briefly overtook Time during the Vietnam War.
In 2013 J.D. Power and Associates conducted a study to determine what factors influence Americans when purchasing vehicles. According to the report, the primary reason why shoppers avoid hybrids and electric vehicles is cost/price. Furthermore, gas mileage is the most influential factor in the decision process, and has been since a rise in gas prices in 2008.
One of the less important factors that Americans consider is reliability, with only 17% of new vehicle shoppers avoiding models with poor reputations for reliability. In fact, Americans put more importance on things like design and appearance than on reliability, with 33% of new vehicle shoppers avoiding models based on their exterior design.
The term 24/7 refers to something that is available all the time – 24 hours a day, 7 days a week. It was first used in print in the November 1983 edition of Sports Illustrated: “Jerry (Ice) Reynolds, one of the SEC’s two best freshmen by the end of last season, calls his jump shot ’24-7-365′, because ‘It’s good 24 hours a day, seven days a week, 365 days a year’.”
These days, the term 24/7 is largely used in the business world, especially for customer relations departments. Any business or service that is “24/7” is available for use at any time on any day of the week. In addition, in order to appear more “customer friendly,” to convenience, and sell better, many American businesses, organizations, projects, and books have even started including “24/7” in their name. Some examples include: 24/7 Wall St., America 24/7, and 24/7 Prayer International.
This was not the first time that stores used their opening hours in their names to attract customers. In 1946, the convenience store “Toe’m Store” changed its name to “7-Eleven” in order to reflect its new, unusually long hours – 7am to 11pm. 7-Eleven was also the first convenience store to stay open 24 hours on weekends. It did this in order to accommodate students at a local university.
Additionally, there is a website, 24-7stores(dot)com, which includes a store locator, so that people can find 24/7 stores near them, anywhere in the U.S.
German managers are trained to hold separate hearings with the conflict parties. The initial goal is to establish the root cause of the problem and to guage the intensity of the conflict. The German approach avoids a hearing involving both parties. Student mediators in German schools are taught the same method.
A hearing with both conflict parties present almost always leads to an escalation of tension. Emotions run high. Accusations and counter-accusations are made, often without any basis in fact. The mediator can quickly lose control of the situation.
That kind of a hearing only giesst Öl ins Feuer, literally pours oil into the fire; provoke another person; to push a difference of opinions into an open conflict.
The German term Herrschaftswissen, roughly translated as domination or control via better information, in the sense of knowledge is power, has a negative connotation. It signifies power of one over another based on the former‘s access to critical information.
German mediators strive to be better informed of all the details concerning a conflict than the conflict parties themselves. This not only prevents manipulation, it is the basis for resolving the problem.
In the U.S. Constitution only one command is stated twice: in the 5th and 14th Amendments: „… or be deprived of life, liberty, or property, without due process of law ….“
This is known as the Due Process Clause, which guarantees that all levels of government in the U.S. must operate within the law and provide fair procedures.
The right of due process is deeply embedded in American thinking, and therefore in the thinking of Americans at the workplace. It is the promise, the guaranty, that a conflict will not be resolved without a process which is fair, transparent, and protects the rights of those involved in the conflict.
It is a question of fairness, of how Americans define what is just. Due Process. It’s what an American employee expects from their next-level management when that manager aims to resolve a conflict within the team.
According to a recent survey, approximately 64% of American parents want their children to grow up to be lawyers. As a result, from a young age American children are taught to admire people who are skilled at presenting cases and winning arguments.
So much so that lawyer is the 14th most common answer that American children give to the question “What do you want to be when you grow up?” Lawyers defend their clients, especially in hearings
When German managers are asked to resolve a conflict, they aim to resolve it in a long-term, sustainable way. Their goal is to document a resolution which can be used time and again whenever a similar type of conflict occurs. Germans seek a best practice resolution and not one which is too tailored to the specific conflict.
At the same time Germans do not like being pushed into a decision. They demand time to think things over. Germans feel uncomfortable being asked to do something for which they have not prepared.