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Here are three things to keep in mind while attempting to make small talk with
your American counterparts:
1. What can we say or ask?
Are you calling on a Monday? If so, ask, How was your weekend, did
you do anything fun?
Are you calling after a vacation? If so, ask, Last time we talked, I
remember you said youd be taking a trip to Florida for your vacation. How was
it? What did you do?
Are you calling after an American holiday? If so, ask, Oh, it was
the Fourth of July recently. Did you see fireworks or go on a picnic? How did
you celebrate Independence day?
Hows it going?
Having a good day?
How are you today?
Is anything interesting happening today?
Hows things in the office?
Hows the weather?
"How did it go?" (Process related question)
Invariably, people love to ask about, and then complain about the weather!
People may talk about how the weather prevented them from having fun or how
in a miracle of miracles, the weather cooperated with them for their outdoor
events.
Always try to follow up on their answer by asking another open-ended question
or make a statement, such as Wow, that sounds like fun! or You went to St.
Louis. In which state is that? or You drove to yourvacation spot. How far is
that from your home? Be creative in your follow up question. Feel free to ask
one or two, but not very personal ones about relations. Stick to the facts or
events that were already referred to and get clarification.
2. Think about the word choices
American English uses different words and idioms than Indian English.
Sometimes, some words used in India will befuddle or totally confuse an
American. For instance, two good examples are using the word weekend and
not holiday for Saturdays and Sundays (non-working days), and using the
word vacation or days off instead of out-of-station.
3. Be aware of non-verbal behavior
Always:
Sound interested.
*Take note that the phrases and questions here in are written in a
conversational style; which may or may not always be grammatically correct.
These phrases are based on the authors experience living in northeastern
parts of the United States. Though greetings across the country may be similar,
word choices may differ. Pay attention to your colleagues, note their word
choices, and mirror them as appropriate.
Jennifer Kumar offers training programs to help Indians close the culture gap
with Americans in office environments. Contact Jennifer for more information on
the training Introductions, Small Talk and Conversation Tips with Americans.
Chris Sufi is a freelance editor who lives in Bangalore, India. Her personal
interest in language and communication inspires her to contribute through
proofreading and editing. She can be contacted here.
he/she is satisfied, or if there is anything else you can help him/her with. Tell
him/her See you again. Or It was a pleasure to talk to you. Hope we can help
you again with your XXX needs. Please do not assume that the customer is
done just because he/she has purchased your product or told you that that
she/he is not interested in purchasing your product. Ask the customer
questions, or maybe he/she has questions to ask you. Always end with Is there
any further questions I can answer for you? or Is there anything else I can
help you with today? before disconnecting the call or ending your conversation
in the showroom and helping another customer.
4. Dont forget the pleasantries.
Most of what is discussed here are simple cultural
pleasantries that Americans take for granted while
growing up in the American culture. Though they
are habitual and may seem meaningless to some
people, without these habits and behaviors, an
American:
There are many reasons why a person may interrupt others while speaking.
First and foremost, when interacting with US clients, Indian developers must
learn about the conversational cues. These cues are different in American
English than Indian English. If a lack of understanding of these cues creates a
situation where the only way to interact is to interrupt, it could cause the US
client to get a bad impression of you and your team. If the client is often
interrupted or the team members on the Indian side often interrupt each other,
the American client will get the impression that the Indian team members are
not effective communicators. This will not give a good impression of you, your
team or your business.
The phrases below showcase the polite and impolite ways to enter a
conversation if interruptions are necessary. Use the polite interruption phrases
both with your US counterparts AND with your Indian teammates when on
group calls.
How do we politely interrupt others in English? Below there are phrases to use
and to avoid when interrupting others.
"Pardon me..."
Wait a minute!!
Today, I have stumbled across a video that helps you to learn how to make
small talk with any American with an easy formula.
After you are asked a question, answer it like this:
1.
Yes or No
2.
One or two sentences to back up your answer
3.
A question to turn it back to your conversational partner
For instance:
You are asked, Do you like your job?
You can answer, Yes, my job is challenging. As I work at TCS, I get to interact
with a lot of foreign clients. Sometimes, I even am able to travel abroad to meet
them in person. How about you?
Typically, in any American greetings or small talk, one can answer with the
same question that was asked or a variant of that question. For example:
"How are you?"
"Good. How are you?"
Or
"How are you?"
"Good, and you?"
One more example:
Have a great weekend!
You, too, have a good one!
In this case, one refers to weekend, and is used in response to other
saluations like:
Have a great holiday.
You, too, have a good one!
Have fun on your vacation!
Same here have a good one!"
(Do not say you, too here unless you and your colleague have the same
vacation days off.)
Two important considerations:
1.
In the above video, she suggests to ask small talk questions about
one's family. I'd suggest to only ask such questions if the person you're
speaking with talks about their family first. Otherwise, Americans may
feel uncomfortable to talk about family or relationships. It's always better
to stick tosmall talk topics that deal with the person him or herself.
2.
The question she suggests to use to return the conversation is
"How about you?" Notice how she pronounces this. This is not said word
by word - "How --- about --- you?" It's said somewhat fast and sounds
like, "Howboucha". This is because in American English when one word
ends with a T and the next word starts with a Y sound, the T and Y are
dropped and a new sound 'CH' is created. Understanding these formulas
will help you understand when Americans talk fast. More on these
combined sounds by clicking here.
Task-Based Examples:
So team, how did the product launch go?
How did the meeting with the client go?
How did your presentation go?
Small-Talk Examples:
How did your vacation go?
How did the Christmas party go?
How did your new car buying experience go?
Events asked in questions like this often have taken considerable planning or
forethought to carry out. Asking for the outcome in this way also has a subtle
meaning of encouragement or empathy that you just completed something
challenging or taxing and we, as the asker, want to know how the final outcome
was. (Typically with the hope that it is a positive outcome.)
Contrary to the belief that this is a direct question for Americans, for those not
familiar with American English expressions, this question is idiomatic in my
opinion. This kind of question is not direct, its not easy to translate into another
language, and it requires context, hindsight, and answering to the point.
Here is an example of a task-based question and example answers:
How did your client call go?
What this question really means: The asker wants to know what was the
outcome of the call after putting a lot of time into planning the call due to its
critical nature.
A bad answer: The call went as we discussed it. I talked about all the points we
planned for.
A good answer: The call went well. I was able to apply all the points we
discussed. I was able to convince the client to go with our solution.
Best answer: The preparation paid off! The client has been convinced. We
have scheduled a meeting for next Tuesday, September 5 at 8am to sign the
contract.
Here is an example of a small talk-based question and example answers:
How did your vacation go?
What this question really means: I know that your vacation to this new place
was something that you have been planning for many months, that took a lot of
coordination as well as it was expensive. Was the time, money and effort put
into it worth the effort? Did you have fun? What did you do? (Yes, that simple
question can mean all of that!)
A bad answer: The vacation was good.
A bad answer: The plans went as we discussed earlier. It was good.
A better answer: The plans went as we discussed and everyone had a good
time. Id do it again.
The best answer: Yes, remember we spoke about some of the coordination of
the travel arrangements. Although we were worried about completing all the
activities, everything went off fine. In fact, it was better than fine! We really
enjoyed our vacation and were able to take part in all of the activities you
helped me identify like Zorbing, going on a ZipLine and seeing the main
viewpoints in the Smoky Mountains, including Cades Cove. We also visited
Cades Cove early in the morning as you suggested so I could take some nice
sunrise photos. Overall, it was a great trip, well planned and really want to do it
again!
(It also depends on the tone these messages are given. Put some excitement
into it!)
Tips on answering How did it go? questions
Remember that the answer is based on past conversations and context with the
speaker. The speaker essentially wants to know the outcome. Its perfectly fine
to give details. A How did it go? question can include all of the below
questions:
What was the summary or highlight of the event being asked about?
Feel free to provide examples of How did it go? questions below in the
comments section along with sample answers.
Once when coaching an Indian in the U.S., I asked, Did you get good customer
service at the car dealership?
My coachee responded by saying, In my opinion, yes. But, since I do not really
know the proper customer service etiquette, I cannot give you an accurate
answer.
I found this answer extremely insightful. It also humbled me. It is very true, as
cultures and communication styles differ, also would the expectations in
customer service. In day to day interactions between those of different cultures,
we not only want to know what is the ideal of the other culture, but we want to
know what we should avoid doing so that we dont offend anyone. Typically,
these are the dos and donts of cross-cultural interactions. As there is no way to
cover all of these dos and dontshere, I would like to start by sharing three
scenarios that if they happen to you, its best resolved by a simple apology.
Action: Bumping Into Someone
In India, the idea of personal space is very different than in the U.S. Another
very insightful trainee of mine once said, Even in the U.S., I have noticed that
in bigger cities people are more comfortable in close spaces than in smaller
towns or villages. When I considered these words, I realized how true it is.
However, on the whole, even in crowded cities in the U.S., if
have received your e-mail (phone call), and I will get back to you in a few days.
If anything urgent is required, let me know, and I will adjust accordingly.
*Lateness is typically within 1-2 business days, but could be less depending
on the urgency of the matter. Check with your manager on the correct protocol.