FIRST IMPRESSION

A survey on how Americans think of Indians showed that they didn't think too highly of us. They said that the Indians were lacking in communication skills (49%), technical knowledge (40%) and good behavior (50%).

Managers said that they weren't too worried About U.S.A communication skills since these could always be improved upon. But they said they were seriously worried About U.S.A the last two points.

The following were considered typical examples of unacceptable behavior:

• Indians generally formed groups and indulged in chatting and personal discussions during office hours
• Inadequate quality of results and lack of quality orientation in work
• Resource misuse, e-mail, office stationery, photocopying machines, and so on
• They spent too much time on the telephone; especially for personal calls

Here are some things to keep in mind when you get to work:

• Do not raise personal problems with the client/employer as soon as you join (e.g. ask for time off for getting your accommodation, bank account, credit card, etc.). The client is paying for time – it leaves a bad impression.
• Do not ask for permission to call India (on client telephones), as soon as you reach, to inform your family/relatives/wife that you have arrived safely. Use a pay telephone for this purpose.
• Never call India from the office except in an emergency.
• Take care not to ask for time off for spouse arrival. Try to ensure she/he arrives on a holiday.

FITTING IN

The following are some dos and don'ts to bear in mind while interacting with your peers and seniors:

Peers

• Do not start chatting with groups of fellow Indians from day one. This seems a natural thing to do; however, the clients do not like it. For lunch or coffee split into groups so you are not noticed and the client feels you are mixing with others in the office. If seen in groups, it is not taken well.
• Do not chitchat at one another’s workstations in your native language; at least not during office hours .
• Speak only in English when in the office. Refrain from speaking in your mother tongue however tempting it is. It is considered insulting.
• Do not chat on the telephone. Be business-like and plan before speaking.
• Personal logistics or compensation problems should not be discussed with the client.
• Do not repeatedly ask your neighbors questions to find out things. Ask once for the company information manual. You will find everything you need to know in it.
• Don't question your colleagues or superiors About U.S.A your personal needs, although sometimes, they may offer their help in which case you should accept.
• As you develop a rapport with your colleagues, you may invite them for dinner or a drink. If you are invited, be sure to carry a bottle of wine or a bouquet of flowers, or some curiosity. Do not take anything too expensive, it might insult them.

Seniors

• Ask in advance what should be the interaction protocol with your Project Leader. Follow what is decided. You generally need to make an appointment first.
• You are expected to ask questions to clarify when you don’t understand. Silence indicates you understand and accept what is being said.
• Any change in schedule should be intimated to the client immediately.
• You should use your discretion as to when to escalate and when not to escalate an issue. Also the escalation path should be clear. Take time to find out.
• You are expected to use your idle time to familiarize yourself with the platform and application.
• Clarify who is going to do your appraisal after working for a period of at least a month. If it is the client, arrange to give him the format well in advance.
• If the client/employer gives you work outside your scope (not one-off cases) repeatedly escalate the issue to your seniors.
• If you have a conflict with other members of your project team (not snide comments and rude remarks) and it affects your work escalate the issue to your Project Manager. Do it with discretion and maturity.

WORK HABITS

The following are some dos and don'ts to bear in mind while working:

• Always remember that 90% of the time you should be at your desk.
• At meetings be punctual and prepared. Take down minutes.
• If you author a document, do a spell check, check page numbering, paragraph naming, etc.
• If any good information related to your company is published (achievements, certification, etc.) pass this on to those who have not read it.
• Make sure you attend at least 80% of the parties to which you are invited. Also, reciprocate the gesture.
• Follow client/employer rules and regulations. Take security seriously. Obtain permission from client for working Saturdays, Sundays, and overtime.
• Do not criticize the work of others unnecessarily. If you must, do it constructively and only if it affects your work. You could use review meetings as a forum for this.
• Do not pass client/employer information to your friends or others outside the organization without prior permission.
• When work is allocated for execution – plan and do a work breakdown. After working out the estimation and delivery schedule get this approved by the client/employer.
• Ensure a progress reporting system is set up based on your Project Manager’s requirements. Use a proper format (client’s/employer). This could include activities completed, activities planned and problems. The report is usually 2-3 pages only.
• Insist on reviews at all stages. This will help you to gain acceptance early and also save much of your effort (e.g. prepare-test-review-test).
• If you have completed a task you have been doing for over a month’s duration prepare a closure report (e.g. document hand-over, completion etc.).
• In your spare time you are expected to improve your awareness of QMS.
• Fill in time sheets regularly and submit them at least once a week.
• Try to meet the Project Manager at least once a week to keep him updated on your work and build a relationship.
• When the client/employer asks you to do anything new, do not give an immediate answer. Evaluate and examine the scope. If it is within your jurisdiction or scope of work, work out a plan estimate and schedule. Get this accepted by the client/employer before starting the new addition, modification, or arrangement. If it is outside your scope, follow the proper channel for approval before giving a response. The general reaction is to immediately accept. This is done without proper evaluation (e.g. only coding time is estimated and other issues such as documentation, testing reviews, interfaces are not considered.)

Using Facilities

• Be sure to know what facilities are available to you, there are some things that you may not be allowed to use.
• Load only licensed software after taking permission from the Project leader. Do not copy others software.
• Do not misuse the e-mail facility or surf the net excessively.
• Misuse or excessive use of stationary is not acceptable to the client. These things are observed and have been remarked upon strongly.
• Restrict personal phone calls and make international calls only when they are essential, making sure to tell your superior that you are making those calls.
• If you need certain facilities for your project be assertive and justify your need to the client.
• Unlike in India, office facilities are maintained by the users themselves. For example, when you use the photocopying machine you are expected to refill the paper tray and change the cartridge whenever needed.
• Familiarize yourself with the procedures for the use of facilities and the work practices at your client’s office. Some areas of the office may have restricted entry. Get to know the necessary security procedures.

Business Cards
Business cards are an important part of corporate communication, so note the following:

• Present it when appropriate.
• Keep an adequate stock of cards and carry some with you all the time.
• They should be presented in a good condition because they represent you and your company.
• You must not distribute your card at social occasions to everyone. Do it privately in the course of your conversations.
  

Note: It is considered very inappropriate to present your card during a meal, whether formal or otherwise.

BROWNIE POINTS

Be proactive – this gives you the highest brownie points with the client/employer. Giving suggestions, helping others beyond your scope helps you to gain respect and appreciation from the client.

Generally the client/employer looks for:

• Quality work
• Timely deliveries
• Healthy work practices
• Work ethics
• And most of all pro-activeness.