In This Part of the World We Call This Small Talk

Published on March 22, 2016 in The Wall Street Journal: Expat:

The long haul from Singapore to New Jersey requires a layover, often in Shanghai, where on one recent pilgrimage home, an older American gentleman boarded and took the seat next to me. True to the American stereotype, he was friendly and outgoing. It wasn’t long before I learned that he had gone to China to teach and, now disillusioned, was returning home for good. His main source of consternation? A Chinese woman he had thought he was becoming romantically involved with, whom he had spent hours chatting with over dinners, who then — out of the blue — gushed that she wanted him to meet her husband. His bewilderment was still on his face. If it weren’t for in-flight entertainment, he likely would have continued to discuss his disbelief for the rest of our 15 hours in the air.

Small talk is confounding: it’s obligatory but must be casual. It’s a frivolous interaction that may or may not be the initial part of a chain reaction that leads to deeper relationships. Too shallow and the reaction is never sparked. Too deep and the conversation is damned as awkward, inappropriate. But where is the line between small talk and genuine conversation? Between friendship and romance? As my seatmate discovered, depending on where you are in the world, that line can be in unexpected places.

When living abroad, your ability at small talk needs to be rebuilt from scratch, along with your knowledge of which topics and comments qualify as casual or intimate. It’s not called an art for nothing.

For instance, in the United States, directly asking a new acquaintance how much they paid for something is akin to a needle scratch (unless you preface the statement with an apology and the excuse that you’re shopping around for the same item). In Ireland, Great Britain and Japan, it’s doubtful that even that qualifier would be enough to stymy the awkwardness. But in China, Singapore and other Southeast Asian countries with large Chinese descendent populations, money isn’t tinged with the same shyness. A casual conversation on which neighborhood you live in can readily lead to the question of how much rent you pay. It’s a question I still stumble to answer gracefully.

On the other hand: while politics is considered a potentially treacherous topic in the U.S., discussions and even criticisms of the government’s actions aren’t nearly as uncomfortable as they are for Singaporeans or the Chinese. As far as I can tell though, no matter where you are in the world, sex remains squarely in the taboo category when it comes to casual conversation.

Even the eternally neutral topic of the weather can let you down. Small talk in Singapore only occasionally references it, as the equator doesn’t offer much diversity, while it’s almost the de rigeur conversation starter in the changeable climates of the U.S. and Europe. Understanding the local varieties and nuances of small talk will make adapting to life in another country smoother, but it can be a challenge to shake the conversational parameters one was raised with.

The British, Irish and Australians have a history of laughing at themselves and teasing others, even in ‘serious’ business scenarios, which can be startling for cultures who value ‘saving face’. In the USA, we view chatty sales people as slippery. We appreciate a clear demarcation between casual conversation and shop talk, that moment when we ‘get down to business’. Here’s the sales pitch, separate from us enjoying each other’s company. However, my potential clients in Singapore would be disconcerted if I implemented such an obvious tone shift; I would appear to be sweeping our budding friendship off the table to make room for money. In Chinese culture, non-business talk is integral. Without it, the growth of a business relationship can be sluggish regardless of the efficacy of the collaboration. Several corporate dinners can go by before business particulars are even mentioned.

At its core, small talk is about meeting new people and planting the seed for new relationships. The challenge is to recognize when an acquaintance or colleague has become a friend. The topics you discuss with that person may be intensely personal for you but everyday conversation fodder for them. The mistake the gentleman on my flight made wasn’t presuming romance where there was only friendship, but assuming that his style and expectations of communication were universal.

Minding Your Manners

Published on May 1, 2015 in the Singapore American Newspaper:

Etiquette can be tough to master at home, let alone abroad. It seems like there’s always something new to learn. For example, I only just found out that if a Singaporean woman introduces herself as Madame Lim, she is using her maiden name, as opposed to when she uses Mrs. Hoh, which is her married name.

As a tourist in Singapore, you’ll likely be forgiven your faux-pas, but if you’re an expat doing business here, it’s a good idea to adapt to the work environment. As the saying goes, “Think global. Act local.”  When you put in the effort to understand local expectations, it not only shows your clients that you respect them, but will also enable you to adjust your marketing strategy or meeting style for a greater chance of success.

Punctuality is a virtue so arrive to meetings on time. Introductions are almost always in order of age. Ethnic Chinese generally use a very light, extended handshake feeling the traditional Western bone-crushing grip is offensive. Chinese men and women may shake hands, but the woman must always extend her hand first. Older ethnic Malayasian men may only shake the hand of another man. Younger Malays sometimes shake hands with foreign women, but it is more appropriate to bow the head which is how two Malay women meet. Indians may shake hands with members of the same sex and will smile and nod when being introduced to somebody of the opposite sex. Hugs are rare in the US in business, but pretty much non-existent here even between friends. Don’t back slap or high five either. In general, folks here simply don’t like to be touched.

If you’re introducing two people, state the name of the more senior or more important person first. When meeting with a Singaporean counterpart, wait for him or her to introduce you to the rest of the team. Avoid using first names until your Singapore counterpart suggests it. This is especially important when dealing with older people. In fact, most Chinese counterparts will introduce you by your last name.

Resist the temptation to give compliments. Giving or receiving compliments is not common in Chinese culture. In fact, if you do give one, your counterpart will probably respond with the words, “Not at all” or “It is nothing” rather than “Thank you.” Conversely, Singaporeans think nothing of asking highly personal questions that Westerners considered inappropriate.

Kang Ha Pheng Sim Kok Building

Here as in Japan, you should use both hands to pass your business card with your name facing the person. Study the card. Take the time to ask how to pronounce their name properly. Leave the card on the table horizontally facing you during the meeting. This is a sign of respect. Whatever you do, don’t put it in your back pocket. Never deal out your own cards like a deck of cards.

In Chinese culture, it’s important for people to see the exit. Since 70% of Singaporeans are of Chinese descent, it’s best you sit with your back to the door. Generally, you will be told where to sit as there is a strict hierarchy so simply wait to be told where to sit and you’ll be okay.

Appropriate dress depends on the industry in which you’re working. Finance jobs, for example, generally demand a full suit and tie whereas many other industries in Singapore are much more casual. Try to gear your style to the client’s.

Everybody likes to feel as if they’ve won, but this is particularly important in the Chinese culture. If you’re selling something, for example, give an initial price with a room for negotiation.

Most cultures consider it polite to offer a visiting client or business partner something to drink upon their arrival. In the US and the UK, we expect glasses of water to at least be chilled or better yet have ice. Room temperature water smacks of a half-hearted attempt to provide a nice drink. But in Malaysia, Singapore and a few other Southeast Asian countries, it’s a nice gesture to clarify whether they would prefer warm or cold water. The belief that drinking too much cold water will make you sick is still a fairly common one so if you can handle warm water, it’s probably best to just sip and make do.

Once refreshments are handled, it’s time to get down to business by…not talking about business right away. Relationships, rather than strict economics, rule business partnerships in Asia and so the straightforwardness that Americans value so highly can strike the wrong tone. We think we’re being honest and not wasting time, but the chunk of the business meeting you devote to small talk can often be the most productive part of the rendezvous. However, no matter how well that conversation goes, it can still be difficult to determine whether or not you have successfully made your case. In the same way that Singaporeans value relationships, they are also often reluctant to say “no” outright. Part of my job requires me to pitch our consulting services one-on-one to potential clients and I can never tell if I’ve made a sale until the moment they sign up. Some of the best conversations I’ve had have led nowhere, while conversations I wrote off as a wash led to that person buying a package several weeks later.

Singaporeans often put more stock in facial expression, tone of voice and posture than in the spoken word. They pay as much attention to what isn’t said to what is said. Silence is actually quite important in negotiation. By pausing before you answer, you signal that you’ve really stopped to think about what the other person said and how you want to respond. This is a symbol of respect while responding quickly is seen as rude behavior. Speaking loudly is also a sign of rudeness. Most locals speak softly and sometimes smile to avoid embarrassment and not necessarily because they think what you said is all that funny. If you’ve been getting a lot of smiles in your meetings, it may not be because you’re the stand-up comedian you think you are!

Something else rude? Moving something with your shoe or pointing the soles of your shoes towards somebody so don’t prop your feet up on the table. Things like pointing and whistling are totally unacceptable. Shrugging and winking are confusing.  Never write anything in red ink.

If you’ve lived here for more than ten minutes, you know that food is a big deal in Singapore. Business lunches can be super fancy or a quick meal at a hawker center. If you’re hosting, remember that Muslims don’t eat pork and devout Muslims should be taken to a halal restaurant. Hindus don’t eat beef. And there are no three martini lunches in Singapore. In general, drinking during the day is frowned upon, but drinking at night is acceptable and often an important part of bonding with clients.

Another thing to be mindful of is how you speak about Singapore. While Singaporeans themselves will be the first to admit they love to complain, that doesn’t give you equal rights to whine. Think about how you would feel back home if an expat complained about life in your city. Even if you agreed with their gripes, you would likely still feel a pang of defensive patriotism. Keep your bellyaching about the restaurant service or the weather to your own circle of friends and out of any professional relationships.

At the end of the meeting, guests should be walked to the elevator. High-ranking guests should be walked to the car. When a Singaporean offers to send you to the airport, they are literally offering to take you or collect you themselves.

Nevertheless, being polite on local terms doesn’t mean relinquishing all the traits that have made you successful back home. I begin my workshops by stating outright that I’m a loud American, which means I’m going to make them talk in class, urge them to work in groups and expect them to ask questions. The belligerent interactivity is often novel for adults who were taught in the more restrained Singapore style. When mixed with elements they’re to which they are more accustomed, communication not only becomes easy, it becomes enjoyable.

And don’t forget the number one rule of doing business in other countries: if you accidentally offend, simply apologize and take the lesson with you.

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