Meeting Your Indian Clients and Colleagues

Meeting Indian Clients and Colleagues

By Ann Srivastava

Doing business in India can be both exciting and challenging because of its rich cultural diversity. To succeed, it’s important to understand the unique aspects of Indian business culture. This includes knowing how to build strong relationships, understanding communication styles, and being aware of the values and behaviors that influence business practices. These practices can vary greatly depending on the individual’s culture, region, religion, industry, and professional background, making it extremely challenging to navigate. In this article I aim to make things easier for you, so you can go through a meeting with your client or subordinate without a hitch or anxiety.

I will focus on dispelling stereotypes and misconceptions, understanding Indian communication and work styles, and exploring the perspective of Indian professionals on how their foreign counterparts communicate with them. I will also highlight aspects that are considered disrespectful in Indian culture. Whether you like certain aspects of their culture or communication style or not, this article is purely from the perspective of Indians, emphasizing how understanding these nuances can help your work go smoothly in India. So, where should we start?

Learn the basics: Learn the basics such as etiquette, history, geography, and culture. If possible, take guidance from an Indian professional who does not work in your organization, as foreign perspectives might miss crucial nuances, and your Indian colleagues and subordinates might not share the complete picture. By learning the basics, you will gain a better understanding of the country and dispel some misconceptions shaped by the media.

Misconceptions about India and it's Etiquette

Misconceptions about India

There are common misconceptions that all of India is poor, it’s a dirty country, and it’s not safe. The reality is that it depends greatly on where you go. In the same way, the notion that women are suppressed isn’t unique to India; for instance, while abortion, a crucial issue in recent times, is illegal in many countries, it has been legal in India for decades. Depending on the region and social background of a family women have more autonomy compared to many other countries. The situation in India is often exaggerated in foreign media, so it’s important to get a local perspective for an accurate understanding of the culture.

Stereotypical Etiquette

When it comes to the use of the left hand, I have often come across advice on various blogs emphasizing that certain actions such as shaking hands, should not be performed with the left hand as it’s unclean. Although the reason of left hand not being clean isn’t mentioned on these sites, but the inferred meaning is quite offensive to the Indians. Out of curiosity, a lot of my clients had ended up asking about this and created a disaster. In reality, I have rarely come across anyone in India who is fixated on this stereotype, mentions it, or gets offended by it. Traditionally, parents might have encouraged children to use their right hand for specific tasks, but it is not connected to the idea of the left hand being unclean. Bringing up the topic of using the left hand or showing undue caution around it might unknowingly cause offense to people in India. For instance, if you are left-handed and try to do everything with your right hand, it could prompt a conversation about why you’re doing so, which might lead to an awkward or uncomfortable discussion.

The perception that cows are sacred in India is primarily true for Hindus. While it may seem humorous to some cultures that cows are worshipped, this practice is part of rituals performed at specific times. Just as many people in other cultures are strongly opposed to eating cats, dogs and even whales and have various ways of showing love to these animals, Indians don’t eat cows and have their own unique ways of showing respect to them.

There’s another misconception that you need to eat with your hands since Indian food often doesn’t require utensils. While some may find this idea amusing, the reality is that they do use utensils and certainly don’t expect their guests to eat with their hands. In some authentic, traditional places in the south, you might find a banana leaf replacing a plate as it enhances the flavor, offers health benefits, and is environmentally friendly. But if you ask for utensils, you will get them. Here’s how your meal would look like without the use of modern utensils except for the plastic spoon we had to ask for.

Indian Way of Doing Business

There is no standard “Indian way” of doing business because of the country’s vast diversity. Instead, it’s more helpful to understand the Indian communication style and psychology, which are quite consistent across industries and regions. This understanding will help you do business more effectively than memorizing a list of stereotypes which don’t apply to many Indians. So, let’s take it one at a time.

They Value Relationships and Build and Trust

If you want your work to go smoothly and get done on time, do business with Indians, or sell your products in India, it’s important to invest your time building good relationships. Indians thrive on personal connections and will often go out of their way to help one another. Relationships are based on trust and are strengthened by how you behave in challenging times. Here are a few tips on how you can develop a strong relationship with them and indicators that show things are going smoothly.

Participating in social or religious events: If you show openness, they’ll show you around and even invite you to their local festivals. Engaging in social and religious events can deepen relationships, as these are significant aspects of Indian life. Participating respectfully in festivals or ceremonies, even if they are not from your own cultural or religious background, shows openness and respect for others’ traditions.
Hospitality: The host, the superior or the elder pays for the guest. So, it’s possible they’ll fight for the bill. It doesn’t mean that you are incapable of paying for your tab. If you are the host an offer to pay goes a long way.
Reciprocity: Reciprocal actions are important in maintaining relationships. If someone extends help or hospitality, reciprocating in some way is expected and valued.
Informal interactions: Informal interactions, such as casual conversations before or after meetings, can be very effective in relationship building. These moments are often used to discuss non-work topics that help individuals connect on a personal level. Their interactions are regular and frequent through formal and informal chats and other communication channels. So strictly by keeping to yourself or your group, you’ll miss out on building strong relationships.
Doing favors: It’s pretty common for Indians to open their homes to others who are traveling abroad or to another city. For instance, there was this time I stayed in Korea for 15 days at no cost because an acquaintance of a friend lived there, and they invited me over. It’s quite common for Indians to host people traveling to another country or town. It’s not just okay, it’s actually really welcomed, though of course, there are some exceptions. So, if your Indian colleagues invite you to their homes, it’s a big sign that you’ve got a good relationship going.
Flexibility: They are very flexible to the extent that it’s seen as unprofessional by western countries. While a part of it is true for many regions but understanding that plans may change frequently, adapting accordingly without showing frustration will help. It shows you are as flexible and understanding as them.

Aspects of Their Communication style

They speak English, and if you’re not a native speaker, you might find their pace challenging to follow. They often move quickly from one topic to another, assuming you understand, and may repeat themselves if they think you haven’t grasped the point. This rapid pace has been frustrating for a lot of my clients. But what you might see as an interruption is just a normal part of their conversational style, whereas their view of interruption is often when you interrupt out of unwillingness to listen. This doesn’t mean you should condone constant interruptions; it simply suggests they don’t intend any harm. However, there could be circumstances where they interrupt, go around in circles, or dominate the conversation. It usually happens during negotiations, when they want to say no, or when they need to apologize for their mistakes.

Apologies in India

In international companies or industries like hospitality, it’s customary to apologize to customers regardless of fault. If you are an authority figure or when business or the reputation of the company is at stake you will get an apology. You may never have a problem with it.

But there are times when you may not receive an apology. Apologies might seem straightforward to you: acknowledge a mistake, apologize, and accept responsibility. However, the competitive environment makes it difficult for people to openly take responsibility mainly in the Northern cities. If they feel threatened or believe admitting a fault could lead to harsh consequences, such as penalties or demands for compensation, they might not apologize. This is not about those who shift blame out of malice, but a common protective behavior.

On the other hand, if they feel secure or are prompted by an authority figure, they are more likely to apologize and make amends.
To navigate this, read the situation carefully. If you seek an apology, assure them that it won’t lead to negative consequences and that your goal is to resolve the issue. Alternatively, you might focus on finding a resolution rather than insisting on an apology, as this is a common approach in India.

How Indians Negotiate?

Negotiation can often feel like bargaining and might be quite challenging. A client from Hermes Paris once shared their frustration, noting that even wealthy individuals from India ask for freebies and discounts at Hermes. Therefore, it’s wise to sharpen your negotiation skills. If negotiation isn’t your strength, consider adopting their strategies. Mirroring their tactics can be effective. Also, when it’s clear that prices are fixed and non-negotiable, they usually won’t try to negotiate. However, if there’s even a slight chance or rumor of a lower price, they will likely attempt to negotiate.

Adaptiveness

Indians have a remarkable way to adapt their communication styles. For instance, they may be extremely polite while interacting with Japanese and Koreans yet appear quite blunt with French or Americans. This flexibility comes from their ability to adjust to different communication styles based on their experiences and language fluency. I mention this because if you approach interactions with preconceived stereotypes and a rigid mindset, you are likely to encounter a similar attitude in response.

The key is to understand their professional background and start afresh with every individual. This helps you adapt your communication style accordingly and find a middle ground that helps promote effective interaction.

Yes Man Culture

Indians are eager to take on any challenge and solve problems, often because they don’t want to lose business or seem incompetent. This eagerness to please, however, can sometimes compromise honest and open communication. There is a prevalent culture of “Jugaad,” which translates to “Improvisation,” where problem-solving often takes precedence over quality, especially under tight deadlines. While others might say no to a tough task, Indians will usually try to handle it, even if the results may not meet your expectations. So, if they agree to do something that seems too difficult, it’s important to ask if they will be improvising. This is very important if you care a lot about the quality of the work. If you don’t understand what “Jugad” is, here’s a picture for you.

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I’m from India and have experience working with both Indians and foreigners. In my articles and training I share practical insights to help you understand cultural differences and improve communication in business for better collaboration and success.
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Ann Srivastava

What is Considered Most Disrespectful in Indian Culture?

In Indian culture, there are several actions that can be seen as disrespectful, especially in a business context. While not everyone may follow these guidelines strictly, adhering to them can improve your chances of successful collaboration and business opportunities in India. Here are key points to keep in mind:

Being Late: You might have noticed or heard that Indians often seem flexible with time. However, the situation matters a lot. In casual settings where being late doesn’t disrupt anything significantly, people might overlook tardiness, often attributing it to traffic or other external reasons.

In contrast, punctuality is crucial in professional and formal contexts within Indian culture. Being late in such situations is viewed as disrespectful and unprofessional.

Pointing fingers: It’s best to avoid pointing fingers, whether guiding someone to a table or asking for something on the table. Pointing can come off as authoritative and condescending. Instead, use a gentle gesture with your whole hand, which is seen as more polite and respectful.

Passing files by throwing or touching something with your legs: In Indian culture, respect extends to people, animals, and objects, and it’s important to be mindful of how you handle things. Touching anyone or anything with your feet is generally considered disrespectful, except for items that are meant to be on the floor, like a mat.

If you accidentally touch someone with your feet, perhaps under a table, it’s polite to apologize immediately. Similarly, if money or any other object falls to the ground, avoid touching it with your feet. Instead, pick it up respectfully and place it back where it belongs.

When passing files, stationery, money, or any other object, avoid sliding them across a table or tossing them. This is viewed as uncivilized. Handing them directly to another person is the respectful way to pass objects.

Disregarding Levels of formality

Elders, superiors, and people at higher positions are highly respected since Indians respect their position, knowledge and experience. Even if personal feelings towards them are neutral or negative, they will still respect their position and treat them well. Some of the ways you can show respect or avoid disrespecting them or your Indian counterparts in general are:

Mind where you sit. Pay attention to where you sit. This applies to traditional companies and certain industries such as Banks and may not apply to international companies which follow western culture. The best or highest seat is usually reserved for elders and superiors, similar to other cultures where the leader or boss occupies the head seat to facilitate efficient leadership of the meeting. However, if you are a distinguished guest, you might be offered these prominent seats regardless of your position.
Mind the way you talk. Be mindful of how you speak. Across the globe, some individuals can sound rude when speaking English as a second language, and this includes people from India. This advice applies universally: there is casual English and there is formal English. If you’re not fluent and struggle to differentiate between the two, aim to maintain a humble and polite tone. A polite tone conveys good intentions, making it easier for others to understand that you mean no harm.
Do not refuse their hospitality: If you are offered food, invited to pay, or presented with a gift, outright refusal is considered impolite. If you must decline, do so with a polite excuse. This practice varies by region and depends on the host. For example, in parts of North India, it’s common to be offered more food than you can eat. However, if your host is familiar with your culture, they may adjust their hospitality to prevent any discomfort.

Giving up on your basic etiquette while in India: Many foreigners come to India and, besides adopting positive aspects, sometimes adopt negative behaviors as well. Some of these include arriving late, using impolite language, employing sarcasm and taunts, bargaining aggressively in business settings, not respecting others’ time, stereotyping, and criticizing. Such behaviors are considered impolite and can easily ruin business relationships.

What Indians Want You to Know?

Foreign companies often send delegates and professionals to India without adequately briefing them on important cultural nuances. This oversight can lead to communication breakdowns, delaying the desired outcomes until these misunderstandings are addressed. Based on interviews and confirmations from numerous individuals, here are some key pointers on how to effectively communicate with Indian professionals:

Understand the hierarchy: In India, respect for hierarchy is deeply ingrained. If you’re in a superior position, don’t expect your Indian counterparts to share their perspective or challenge you directly. Negative feedback is particularly tricky. If you haven’t built a close relationship with them, it’s unlikely you’ll hear their true opinions. So, build rapport and get them to open up to you first.

Understand Indirect communication: If an issue is important enough, they might use indirect methods to convey their concerns. For instance, they might communicate through their immediate superiors or drop subtle hints. It’s their way of respecting the chain of command and avoiding direct confrontation.

Indians are generally hesitant to bypass their superiors to share their opinions, regardless of how urgent the matter might be. They don’t want to be perceived negatively or as someone who makes waves. On the other hand, if they do end up sharing their perspective and they are not valued, they still get hurt and avoid expressing themselves in future.

Mind the Power Imbalance: When there’s a power imbalance, they often feel the need to submit to the other to avoid risking their job. In India, this is especially true when it comes to hierarchy. If the foreign counterpart is higher in any way—whether it’s due to their position, being a client, or simply earning more money—they will see a power imbalance.

This imbalance can prevent them from sharing their most useful insights especially if the foreign counterpart holds more power or authority. They might worry about the consequences of challenging or disagreeing with someone higher up in the hierarchy. This fear stops them from offering valuable feedback or suggestions. But I’ve noticed that many people who have been exposed to multicultural workplaces for a long time have overcome this dilemma.

Moreover, there’s a cultural aspect where Indians look up to people from first-world countries. They often have high expectations from their foreign counterparts and believe they have more knowledge. This admiration can make Indians hesitant to share their own ideas, thinking that the foreign perspective is always better. They might agree with everything their foreign counterpart says to avoid any conflict and to ensure they do not lose the business.

Avoid being sarcastic and questioning their culture and beliefs: When you’re interacting with Indian professionals, it’s really important to be respectful and sensitive about their culture. Avoid sarcasm and be mindful that even innocent questions can sometimes come across as disrespectful if not phrased correctly. A flat or uninterested tone can be misunderstood as looking down on them, so show genuine interest and respect in your conversations. Work on your English with regards to intonation and tone. They are very perceptive when it comes to emotions so if your tone is not right the discussion might go downhill.

Questioning deeply-held values and cultural beliefs is a big no. For many Indians, such questions can feel as invasive as questioning the importance of Thanksgiving in the US, bullfighting in Spain, Bastille Day in France, or the significance of kings and queens in the UK. Even seemingly innocent questions can offend them, and for the sake of cultural sensitivity, it’s best to avoid these topics to avoid sparking a debate. It’s important to understand that finding faults in the culture of those who are hosting you or with whom you are working can damage relationships.

Some other questions which may arise out of your sheer frustration and have nothing to do with the culture like, “Why don’t people line up here?” can accidentally start debates about privilege, population, development, or culture. This in turn can reinforce their negative stereotypes of you especially if you come from a first world country. To build strong business relationships, it’s best to steer clear of stereotypes. Instead, focus on showing a sincere interest in their culture.

How to get your Indian counterparts to be open with you? So, encourage open communication where all team members feel safe and encouraged to share their thoughts directly. Be attentive to subtle cues. Pay attention to changes in tone, hesitations, and other subtle signs that might indicate underlying concerns. Acknowledge and act on the feedback. When feedback is given, whether directly or indirectly, make it a point to acknowledge and address it promptly. This shows that you value their input, which can build trust and encourage more open communication in the future.

Breaking the Ice in a Conversation with Stereotypes- A Big "NO"

Speaking of stereotypes, if you show interest in things such as yoga, butter chicken, the Taj Mahal, and elephants, then you will get what you want. The stereotype that Indians are extremely hospitable is quite true. This hospitality comes from the belief that “Guest is God.” So, they will tend to your needs and try to keep up with your expectations, and as a result, you will miss the real India.

An accomplished leader who has worked extensively with French counterparts and in the industry at large said that Indians in his industry prioritize hospitality, avoid taking risks by introducing you to their culture, and prevent themselves from getting hurt.
Even though Indian culture is incredibly rich and diverse, many Indians might not share its depth with you right away, thinking you might not appreciate it. This cautious approach helps them avoid disappointment and hurt. For example, if they offer you a local specialty or show you proud architecture and you dislike the taste or question the value of the architecture, it will hurt their feelings, as they would feel they disappointed you, their guest, and that you disappointed them. Therefore, they often stick to offering what they think will make you happy. Therefore, they often stick to offering what they think will make you happy. As an experienced professional from Loreal put it, “We feed you the stereotypes.”

Many people use stereotypes to break the ice, thinking it’s a great way to start a conversation. However, if stereotypes are the only way someone knows how to break the ice, it says a lot about their conversational skills.

What Your Indian Colleagues Say vs What They Actually Mean

In business context, the way people talk is often a blend of being direct and being polite, making it challenging to truly understand what they mean. So, a ‘no’ is a ‘no’, ‘yes’ can be a ‘no’ and anything which is not a ‘no’ may also be a ‘no’. It’s quite similar to the Japanese culture where ‘no’ doesn’t exist.

Yes, but it might be difficult.	Polite no.
We’ll see.	Direct no.
We’ll try.	Frustrated no. You are asking for the impossible. We’ll improvise and see what happens (Jugad karte hai).
It’s an interesting idea.	Another no.
I will let you know.	Also, a no and you’ll probably not hear from me again.
I’ll be there in 5 minutes.	It should take 15-20 minutes or more. (Not for meetings)
It should be finished by tomorrow.	No idea when it will be done. (You are pushing me)
Don’t worry, I’ll talk to (ABC person/ people). It will be done	I don’t know how to do it, but I’ll get it done somehow. (There’s no process and it will be done through network, ‘Jugad” or informal channels.)
Yes but + opinion	I am only adding to your point and not arguing with you. (Many people don’t know this phrase is used while disagreeing or arguing.)
It’s ok. No problem.	There is a problem, but I am reassuring you that everything is fine because I don’t want a conflict if I can resolve it myself.
It’s a small problem.	It’s a serious problem. (Not always of course, so clarify)
Let’s do it sometime.	Let’s end this conversation here.
It could be better.	It’s not satisfactory and needs a lot of changes.
If you say so.	I disagree.
It’s just a suggestion.	I think you should definitely do it.