words – Page 17 – understand-culture

Manager as Neutral Party

German team leads have an impersonal, business-like relationship with their team members. They maintain emotional distance from the team in order to guaranty neutrality and fairness. Especially when providing feedback on performance do they focus on results and not on the person.

This sachlich – impersonal, neutral, business-like – approach can be observed in the personal interaction between manager and team. When providing feedback German team leads are reserved, unemotional, their body language limited to a handshake. Neutrality is the key.

Whether discussing past performance or formulating new goals, the Germans focus on the facts, ideally on what is measurable. A discussion about development addresses professional skills and less so personal development. Critique is communicated in a respectful and serious way. Humour is considered disrespectful and unprofessional.

If the feedback discussion includes criticism, German managers strive to be particularly neutral, unemotional, fact-oriented. This reduces the potential for an escalation of emotions. The two parties should focus on performance. The discussion is impersonal and objective.

Conflict Resolution Training

Anyone in Germany who has ever attented school knows about Schlichterausbildung – Conflict Resolution Training. It is a workshop in which high school students learn how to defuse and resolve conflicts peacefully, how to reach a compromise which both conflict parties can accept.

There are also Schlichter – conflice resolution experts – in the German court system, and in many public organizations. Often they handle conflicts at the national level, such as the one surrounding the total remodeling of Stuttgart’s Main Train Station.

The conflict resolution method taught in German schools has several steps: 1. Calm down the conflict parties. 2. Communicate in the first person (“I”). 3. See the conflict from the viewpoint of the other party. 4. Admit to you are a part of the conflict. 5. Look for a resolution via brainstorming. 6. Agree to the resolution. Apologize. Thank.

These straightforward steps are representative for the German need for harmony and mutual respect. Conflict is not resolved when one party gets his or her way. Instead, conflict is resolved when a compromise is found which is equitable and acceptable for both sides.

Both sides in the conflict should have the impression that their viewpoint, opinion, position have been listened to, understood, respected and considered in the resolution. This desire for harmony is in stark contrast to the cliché that Germans are authoritarian, that they rely on strict structures of hierarchy.

Resolve

Conflict: Fight, battle, war; competitive or opposing action of incompatibles; antagonistic state or action as of divergent ideas, interests, or persons; mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands; the opposition of persons or forces that gives rise to the dramatic action in a drama or fiction. From Latin conflictus act of striking together, from confligere to strike together.

Escalate: To increase in extent, volume, number, amount, intensity, or scope. From escalator.

Resolve: Break up, separate; to reduce by analysis; to deal with successfully, clear up; to find an answer to; to make clear or understandable; to reach a firm decision about; to declare or decide by a formal resolution and vote; to make (as voice parts) progress from dissonance to consonance; to become separated into component parts; From Latin resolvere to unloose, dissolve, release.

Adverse conditions

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.“

Appeal

The American judicial system allows anyone sentenced in a court to appeal that sentence. An appeal is when the accused (and sentenced) can take their case from a lower to a higher court for review.

In the American business context, a team member who believes that the judgement is wrong, or the conflict resolution process was unfair, can ask to have that decision reviewed by next-level management or by a neutral third party within the company, typically the human resources department.

Verdict

Verdict: The finding or decision of a jury on the matter submitted to it in trial; opinion, judgement. Middle English verdit, verdict. From Anglo-French veirdit, true + dictum.

Accept: To receive willingly; to give admittance or approval to; to endure without protest or reaction; to recognize as true; to make a favorable response to; to agree to undertake. Middle English, from Anglo-French accepter, from Latin acceptare, accipere to receive, from ad- + capere to take.

Revenge: To avenge (as oneself) usually by retaliating in kind or degree; to inflict injury in return for. From Anglo-French revenger, revengier, from re- + venger to avenge.

Grudge: To be unwilling to give or admit; give or allow reluctantly or resentfully. Middle English grucchen, grudgen to grumble, complain, from Middle High German grogezen, to howl.

Litigious

Litigious: To be litigious means to argue, to contend, to take your dispute to the courts. American society has become very litigious. With a population of roughly 310 million people, the U.S. has 1.2 million attorneys, 200 law schools, graduating approximately 45,000 lawyers each and every year. The court of law is where conflict is resolved.

How conflict is resolved is foundational to any society. It is a system for balancing out conflicting interest. Conflict resolution is so central to our daily lives, in so many or our interactions, that we are continuously fascinated by how they play out.

This fascination is the reason why many movies and television shows are based on the law and legal proceedings. Among the most popular in the U.S. were: L.A. Law (1986-94), the classic Perry Mason (1957-66), The Defenders (1961-65), Law & Order (1990-2010).

The popularity of these shows has led to the reality court room shows, a combination of reality television and the workings of the American legal system. The best known are Judge Judy, The People‘s Court and Divorce Court.

To judge

Judge: To form an opinion through careful weighing of evidence and testing of premises; to sit in judgement of, to try; to determine or pronounce after inquiry and deliberation; to govern, rule; to form an estimate or evaluation of; to form an opinion; to decide as a judge. Middle English juggen, from Anglo-French juger, from Latin judicare.

Mediate: Occupying a middle position; acting through an intervening agency; exhibiting indirect causation, connection, or relation. From Late Latin mediatus intermediate.

Fact: A thing done; the quality of being actual; something that has actual existence; an actual occurrence; a piece of information presented as having objective reality. From Latin factum.

Witness: Attestation of a fact or event; one that gives evidence; specifically: one who testifies in a cause or before a judicial tribunal; one asked to be present at a transaction so as to be able to testify to its having taken place; one who has personal knowledge of something; something serving as evidence or proof; public affirmation by word or example of usually religious faith or conviction. Middle English witnesse, from Old English witnes knowledge, testimony, witness, from wit.

Testimony: The tablets inscribed with the Mosaic law, the ark containing the tablets; a divine decree attested in the Scriptures; firsthand authentication of a fact; a solemn declaration usually made orally by a witness under oath in response to interrogation by a lawyer or authorized public official; an open acknowledgment. Middle English testimonie, Latin testimonium, from testis witness.

No Best Practice

Short-, mid-, long-term. Fast, faster, fastest. We know that Americans and Germans define those terms differently. So it is when resolving a conflict.

Germans seek lasting, best practice-like, resolutions. This requires more time upfront, but saves time by reducing the chances that the same or similar conflict arises. Should it arrive, the team need only refer back to the best practice resolution.

Americans seek pragmatic resolutions. Often “down and dirty”, neither elegant nor perfect, they are fast in order to maintain forward movement and team cohesion.

Americans rarely seek a best practice resolution to a given conflict. From their experience, every situation is unique. The context, the content, the people involved, the ramifications, may be similar, but are not the same. Resolution is not a matter of referring to a manual, a process description or an organizational chart.

Sore Losers

No culture raises its children to be sore losers: someone who cannot admit defeat, makes excuses, challenges the final results.

Americans certainly do not like a sore loser. Instead, they respect a losing political candidate, sports team, work colleague who admits defeat, neither blames others, nor complains about the election, game or job being „unfair.“

In fact, in America many a (temporary) loser has come back to become a winner, primarily because they blamed themselves, looked at their own errors, and then corrected them. And they remained persistent.

The converse is the gracious winner: the person, team or organization which does not boast, brag or celebrate in an exaggerated way. Most importantly, gracious winners go out of their way to compliment, even praise, their opponent. Gracious winners stay small, don‘t puff themselves up. Modesty.

Sore: causing pain or distress; painfully sensitive; tender, hurt or inflamed so as to be or seem painful; attended by difficulties, hardship, or exertion; angry, irked. From Middle English sor, from Old English sār; akin to Old High German sēr sore and probably to Old Irish saeth distress.

Gracious: marked by kindness and courtesy, tact and delicacy; characterized by charm, good taste, generosity of spirit, and the tasteful leisure of wealth and good breeding. Latin gratiosus, enjoying favor, agreeable, from gratia.