business – Page 12 – understand-culture

How a society feeds itself

How a society fundamentally defines the everyday working relationship between leader and led – between two levels of hierarchy – is imbedded in how that society feeds itself. In companies engaged in commerce.

If that working relationship does not function well, if it fails, not only is the respective project in jeopardy, the ability of companies to meet the needs of their customers is at risk. Defining and managing the line between strategy and tactics is in the business context critical to the profitability of every team within every commercial enterprise.

The American business tradition in practice involves a close working relationship between leader and led, between team lead and team.

The Chief Executive Officer (CEO) of an American company, for example, is the leader of the company. He or she manages directly the other managing board members, such as the Chief Financial Officer (CFO), the Chief Operations Officer (COO).

External Expertise

Germans often involve external experts, who have a broader Überblick, in a critical decision making process. As a neutral party they can ensure that the most current analytical techniques are employed, thus minimizing the risk of errors causing serious harm. Even those Germans confident in their ability to execute a critical decision making process will refer time and again to the highest standards in their industry.

Expertise. Analysis performed by a neutral expert. Deep subject area knowledge. “She is considered one of the finest experts her field.”

The Germans believe that truly objective criteria and analytical approaches exist, that they can be identified and used. Germans constantly work towards objectivity. For them analysis can only be of value if objective.

Standards. English standard: something which is considered to be the best in its kind, a model, an example; the quality against which all is compared, measured; norm, measure, a plumb line.

Some of the highest standards for hygiene, for example, are found in German hospitals, restaurants and hotels. To receive several stars requires meeting those standards.

There are labels and awards for almost all products in Germany: Fair trade labels for products from the southern hemisphere; ecology labels for organic foods; safety labels for mechanical and electrical products used in the home or the workplace. All are based on norms and guidelines.

Deviation from mission

In the German military context, independent deviation from the Auftrag – mission – is permitted and expected, if the situation on the ground has changed, demands a rapid response, and the commanding officer cannot be reached.

The overall mission, however, may not be re-interpreted. The tactical approach is always subject to modification. This presupposes that the junior officers and their troops are fully informed of the overall strategy which the mission serves, allowing them to choose the best path to the goal.

Those considering deviation need to ask themselves: „How would I as the commanding officer react to the changes on the ground?“ Critical is acting in accordance to the spirit of the Auftrag, the mission.

Independent. Self-managing.

In many job postings German employers promise eigenständiges Arbeiten – literally independent work, meaning the freedom to do the work with little influence from next-level management. Selbständiges Arbeiten – self-managing work without constant status checks, without anyone “looking over your shoulder”, is highly attractive to German employees and job-seekers.

It is a sign of trust in the person’s ability. Constant feedback to the boss on the progress of work is neither necessary nor desired. Too much communication between levels of hierarchy is in the German context a sign of Unselbständigkeit – inability to work independently, self-managing. They need to be “taken by the hand” (hand-holding). And noone in Germany, neither team lead nor member, wants to waste time doing that.

Fair Critical Feedback

Germans consider critical feedback to be unfair if it does not include concrete recommendations on how to improve on weaknesses. They believe that people can only improve on what they understand to be suboptimal. Critial feedback, the Germans believe, should therefore be communicated clearly, avoiding any use of politically correct language.

The more objective and impersonal the critical feedback is stated, the less chance it will be taken personally. Feedback experts in Germany go as far as to view personal relationships within teams as a barrier to honest, effective feedback. They often recommend neutral third parties to facilitate particularly critical feedback discussions.

Insurance protection

Germans love insurance policies. According to the magazine Stern, the average German household paid an average of 2,771 EUR annually for private insurances in 2002, 106 EUR more than in the previous year. They are clearly willing to spend on their security.

However, the avoidance of risks in this way is often not rational. According to Stern, every other German is insured for legal representation, yet only one in ten have disability insurance. Statistically, however, one out of four people will be unable to work for an extended period of time during their lifetime due to illness or an accident.

The investment counseling agency KSK-Südholstein makes a similar attest: “Germans love to be rooted and secure. That is why they are so keen on insurances. For this reason, there is an incredible variety of insurances available on the German insurance market.

Amongst these policies you will find some which are sensible, and others which really are not, because not every value must be insured. Much to the dismay of experts, there is a tendency in Germany to insure small amounts of damage with high initial ventures.”

Plumber, Electrician, Banker

In German companies the head of a department or project team assigns tasks to the team and to individual members, who carry them out ideally without any supervision. This logic is also at play in business relationships between customer and supplier.

When a German contracts a craftsman or mechanic – plumber, electrician, handyman – to do a job, he or she does not go beyond explaining the problem which needs to be solved. Everything else is left up to the person contracted to completed the job. The German customer expects the job to get done without any more input or oversight from them.

It‘s the same approach when one goes to the bank. The customer explains their financial situation, states their goals and then expects the financial advisor to do the rest, meaning come up with a financial plan. The bank employee, like the plumber, only contacts the customer if it is absolutely necessary.

Working independently

Many job advertisements will promise their employees the opportunity to work independently. An independent work environment, without constant oversight or having someone ‘looking over your shoulder’, is viewed very positively.

This is also an indicator of trust. Constant check-ins with one’s boss about the status of a project are neither necessary nor desired. In the German workplace, too many check-ins suggests an over-dependence on guidance on the part of the employee. Such ‘needy’ employees require a lot of ‘hand-holding’ – something which no German employer feels like doing.

Germans are critical of rankings

Germans prefer to measure performance less frequently, but when they do so then in detail and exact. The German media has taken to the trend of ranking, but most Germans criticize them for not being truly representative.

Several academic organizations have called for a boycott of university rankings. Ranking tv shows such as Simply the Best or The Top 10 are also criticized by the public for not being objective, for relying on viewer voting which is overly influenced by current events.

The ranking show Die ultimative Chartshow went on air in 2003, is based on reliable statistics and continues to command a loyal viewership. Das Politbarometer, The Political Barometer, broadcasts the results of its political polling each month and is watched carefully by citizens and political professionals alike.

Germans take ranking serious only if they are based on a serious methodology.

“We want negative feedback”

Statement made by a German working in the U.S.: “It bothers us Germans when our American bosses give is inflated feedback, meaning too positive. Negative feedback keeps us oriented on avoiding mistakes, and it sharpens our ability to remain self-critical.

How is someone supposed to remain clear-headed and self-critical if all they ever hear is great and super. Performance which is clearly suboptimal should not be sugar-coated. Management loses credibility that way.

And feedback loses its key purpose, which is to address primarily things that aren’t working well. At some point this will hurt us. The quality of our work will suffer.”