Best Practices - Internation Communication

8/9/2019 Best Practices - Internation Communication

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Copyright 2012 Tata Consultancy ServicesLimited

Best Practice


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Title

Domain/ Service/ Technology /Geo: Telecom

Name of the Project/Support Fn: CTL NIT HICAP MNT CHN

Name of the Author: Anitha S (256421)

Date Created: 23-08-2012


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Indian Context

Do not write " the same"in an email - it makes

little sense to them.

Example:I will try to organize the

project requirementsand inform you of thesamewhen it is done

International ClientsContext

It is better written simply

as::

Example:I will try to organize the

project requirementsand inform you whenthatis done

Process Adopted

How we did it


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Indian Context

Do not write or say, "Ihave some doubts on

this issue"

We use this term because inIndian context the word for"doubt and a "question" is the

same.

Example:I have some doubtsonthis issue.


The term "Doubt" is

used in the sense ofdoubting someone Thecorrect usage (forclients) is:

Example:I have few questionson this issue.


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Indian Context

The term "regard" isnot used much in

American English.

Example:I feel its important we

have a talk with Laurie,regardingthis issue

International ClientsContextThey usually do not say"regarding this issue" or

"with regard to this".Simply use, "about thisissue".

Example:I feel its important wehave a talk with Laurieabout this issue


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Indian Context

Do not say "Pardon"when you want

someone to repeat whatthey said..

International ClientsContextThe word Pardon isunusual for them and is

somewhat formal.Therefore you can usekindly repeat,"excuse me, I didn't

catch that" or "sorry,can you say thatagain?". Just"sorry?" works too.


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Indian Context

Americans do notunderstand most of the

Indian accentimmediately.

Therefore try not to

use shortcut termssuch as "Can't" or"Don't".


They only understand

75% of what we speakand then interpret the

rest.

Use the expanded"Cannot" or"Do not" .


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Indian Context

Do not use the term"screwed up" liberally.

If a situation is not good,Do not use words suchas "shucks or "pissedoff".


It is better to say:

Example:"The situation is

messed up".


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International Clients Context

Indians interrupt each other constantlyin meetings - DO NOT INTERRUPTa client when

they are speaking.Over the phone, there could be delays but wait fora short time before responding.


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When explaining some complex issue, stopoccasionally and ask "Does that

make sense?" .This is preferable than "Did you understand me?"


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Indian Context

In emailcommunications, use

proper punctuation.

To explain something,without breaking yourflow use semicolons,

hyphens or parentheses

International ClientsContextExample:

You have entered a new bug

(Address not displayed) in the

defect tracker; we could not

reproduce it although, a screen

shot would help.

Kindly notice that a reference to the

actual bug is added in parenthesis so

that the sentence flow is not broken.

Break a long sentence using such

punctuation.


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Indian Context

When you say,

"I have mailed theinformation to you", itmeans youve sent anactual letter or packagethrough the postal

system.

International ClientsContextIn American English, amail is a posted letter. An

email is electronic mail.

Example:"I have emailed the

information to you"


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Indian Context

To "prepone" an

appointment is an Indian

usage.

Example:

It would be great if youcould prepone the

discussion.

International ClientsContextThere is no actual wordcalled prepone.

You can "advance" an appointment

Example:

It would be great if youcould schedule thediscussion in advance

.


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Indian Context

In the term "N-tier

Architecture" or "3-tier

Architecture", the word

"tier" is NOT

pronounced as "Tyre".


The correct pronunciation

is "tea-yar".

The "ti" is pronouncedas "tea".

.


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Indian Context

The usages

"September End" ,

"Month End", "Day

End" are not

understood well by

Americans.


They use these as

"End ofSeptember","End of Month or

"End of Day".

.


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Indian Context

We commonly use theterms

"Today Evening""Today Night"

"Yesterday Night"Yesterday Evening" .


The correct usages are:

"This Evening" ,"Tonight

"Last Night"Last Evening" .

.


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Indian Context

There is no word called"Updation" . It is

occasionally used inIndia despite the factthat it has no setmeaning.

Example:The following updationare done in the code.


Example:

The following are theupdates in the code.

The following lines areupdated in thecode. etc

.


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Indian Context

Do not say "Sir" .Do not call women

"Madam" .


When you talk to someone

for the first time, refer tothem as they refer to you.

In America, the first

conversation usually startsby using the first name.Therefore you can use the first name of a client.

.


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It is usual convention in initial emails(particularly technical) to expand

abbreviations,

Example:We are planning to use the Java API For

Registry (JAXR)

After mentioning the expanded form once,subsequently you can use the abbreviation.


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Make sure you always have a subject in youremails and that the subject is relevant .

Do not use a subject line such as HI .


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Avoid the usage of the word Can/Will.

This word questions the listener of his ability to dosomething.

Alternately use the word Could/Would or

better still May. This is a polite way ofrequesting.

It also avoids questioning the ability as the listener is

given an alternative and does not have an authoritative


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Do not use the word But, as this word is alwaysused to give negative news.

Use the word However, as it has a positive toneattached to it.


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Use the word Assist, when you want to Helpa person finish a task.

This is for the reason that when you assist a person, you work with

him to get the task finished. If, however, you use the word Help, youwould be saying that you will do the task all by yourself and do notneed the other persons presence or assistance.


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Ensure that you dont give the person a Ring,instead you give him a Call.


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Ensure that you do not use the word Problem.

This word gives a negative impact of the Problem being critical andhaving existed right from the beginning.

Alternately, use the word Issue.

This word has a lesser impact and as issues did not exist from thebeginning (has just surfaced), they could be resolved in a lesser durationof time (unlike problems which needs to be solved and would take agreater time).


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Indian Context

Avoid using back,instead of "Back .


.. Use "ago".Back is the worst wordfor American.(For Days use "Ago",

For hours use "before")


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Indian Context

Avoid using.

BUT"

"YESTERDAY"

"TOMORROW"

International ClientsContextUse

. "However".

. "Last day" .

. "Next day".


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Thank You

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Best Practices - Internation Communication