Simple

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Cultural Intelligence
Cultural engagement, understanding and communication in a complex and constantly changing business environment

Appendix

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Aalborg University, July 2009
Culture, Communication and Globalization
Master’s Thesis
Appendix to thesis

Appendix I - 3 - INTERVIEW GUIDE - 3 -

Appendix II - 6 - Interview transcript Interviewee I-C - 6 - Interview transcript Interviewee I-D - 15 - Interview transcript Interviewee I-E - 32 - Interview transcript Interviewee I-F - 43 - Interview transcript Interviewee I-G - 61 - Interview transcript Interviewee I-H - 74 - Interview transcript Interviewee I-I - 82 - Interview transcript Interviewee I-J - 102 - Interview transcript Interviewee I-K - 118 - Interview transcript Interviewee I-L - 133 -

Appendix III - 147 - Skal dit liv handle om liv? - 147 -

Appendix I

INTERVIEW GUIDE

Briefing: Thank him/her for participation, introduce myself (name and profession), define the situation for the interviewee (confidentiality, recording, about 50 minutes, plus a short discussion afterwards), briefly state the purpose of the interview, and asking if the interviewee has any questions before the interview

|Main subjects/Researcher questions |Interviewer questions |
|Requisite variety: Does the internal complexity match that of |Can you tell me a bit about yourself, and your area of |
|the environment? |responsibility at Radiometer? |
| |If you look at the entire company here in DK, where do |
| |cross-cultural encounters take place and who is involved? |
| |How often do you find yourself in cross-cultural encounters? |
| |Can you describe a typical cross-cultural work situation? |
| |(Specifying question: individual or group settings?) |
| |In your experience, how might culture play a role when we talk |
| |about solving tasks? Could you give an example? |
|Cultural Intelligence and RV: |In your experience, what does it take to handle cross-cultural |
| |encounters successfully? Examples? |
| |Do you have these skills? (How did you acquire them? Does the |
| |company provide any training in this respect?) |
|CI: Intercultural Engagement: Which feelings are involved in |How do you feel about engaging in cross-cultural collaborations?|
|cross-cultural encounters? What kinds of motivation can be found| |
|to generate solutions? | |
| |Can you describe a meeting with someone different from you that |
| |turned out just the way you wanted to? (Specifying questions: |
| |What was the motivation for this meeting and did you experience |
| |it? Which skills did you use?) |
| |Can you describe a challenging meeting with someone different |
| |from you? |
| |What did you learn from these encounters? About the other but |
| |also about yourself? Have they changed your way of looking at |
| |things? |
| |In case you have a meeting and slowly but steady you experience |
| |that things don’t go as wished for, perhaps due to communication|
| |problems, what would you do in order to change this situation? |
| |I would now like to change the subject a bit by focusing a bit |
| |more on the concept of culture |
|CI: Cultural Understanding: How is culture conceptualized? Does |How do you know when someone comes from a different culture? |
|the interviewee understand himself/herself as a cultural being? |What things tip you off? |
|What does he/she know about other peoples’ culture? | |
| |Have you ever experienced severe cultural misunderstandings? |
| |Examples? Why were they in your opinion cultural and not |
| |something else? |
| |Do you prepare yourself before taking part in cross-cultural |
| |encounters? How? |
| |Are there certain considerations you take beforehand that take |
| |possible cultural differences into account? (Issues of time, |
| |agreement on structure of the meeting, location, how to give |
| |feedback, language (which language to use, which style and |
| |level, use of interpreter?), communication style, etc.) |
| |I would now again like to change the subject a bit by focusing a|
| |bit more on the aspect of communication. |
|CI: Intercultural communication: How is a fruitful contact |In your opinion, and when thinking of your daily work, what is |
|across cultural borders established? How do you decide what to |your main goal when working cross-culturally or talking with |
|do in a given encounter? What types of interpersonal |other people? How do yu make sure to achieve your goals? |
|communication are employed? | |
| |When recalling your last couple of meetings, have there been |
| |situations where you thought afterwards that you should have |
| |acted differently? Could you give an example? Did cultural |
| |differences play a role? |
|To which extent is one willing to go in order to solve a problem|If you think of your next international meeting, what do you |
|and turn the cultural encounter into a success for both sides? |think you would do in case communication problems should arise? |
| |I would like to change the focus one more time and talk a bit |
| |about business units rather than you as an individual |
|CQ on organizational level: How can CQ be spread or learned |In your experience, which role does culture play in this |
|throughout the entire organization? |company? Is this something that is discussed? |
| |If Radiometer’s cultural understanding was to be enhanced, which|
| |possibilities do you see to do so? |
| |Which role may you play in this context? (Do you talk about your|
| |experiences and do they become part of the company’s cultural |
| |knowledge?) |
|DEBRIEFING |Are there any more things you would like to say before we end |
| |the interview? |
| |May I contact you, if further questions should arise? |
| |Thank you for your cooperation. |

Appendix II

Interview transcript Interviewee I -C

C runs a bit late. We introduce each other on first name basis in Danish. He is a bit in a hurry, just came from a meeting and has another meeting to go to. He tells me about what he knows this interview is about. This is very precise. I tell him about the background of this interview anyhow including its confidentiality.

His area of responsibility is finance, financial reporting, costs, sales and analysis of this on group level and communicating these to the local entities. He tries to understand what the local entities mean by their reports and communicates these findings to managers and then on to Danaher.

Q: [5:56] so, if you say local entities you mean like uhm all your subsidiaries you have? [ja] [ja] That’s quite a lot of countries [ja].
A: I also have in my team the responsibility of preparing all financial reporting for the European entities [hmhm]. So, for Europe we have made a chat-service [hmhm] function here in Denmark [hmhm] for all the European entities. So, they have .. next to know financial recourses [hmhm] and that goes both for the production and sales entities [ja] with the Polish entity as the only exception [hmhm] [so far] Nja, it’s newly acquired and we don’t want to move tasks from a cheap labor area to a very expensive labor area [ja] so uhm that’s the reason why.
Q: When you say like you’re in contact with these entities is this mostly by ..ja by Internet, by videoconferences, by phone, in person?
A: It’s all it’s all sorts. It’s Email it’s general information, [hmhm] it’s one on one telephone conferences, it’s uhm physical meetings on conferences or going out visiting them [Okay] So, it’s all that.

[Not transcribed: 07:21 – 07:26]

Q: Concerning these meetings or encounters, let’s put it like that, uhm what do you find most challenging?
A: Well, the challenging is, I find, is being a new person. [hmhm] Radiometer is a very old company, [ja] people tend to have been here for numerous of years [hmhm], uhm so, you’re a newcomer [hmhm] which has no relations to some of the people. Sometimes it’s the first time that you uhm going to act with them. [ja] So, you need to build a relation before you can have a good communication. [hmhm] And that goes whether they are Danish or whether they are Japanese [ja] or whatever kind of cultural background they have [yes]. So, that’s of course the first thing, that you need to have uhm a relation with people [hmhm], especially we are a very American company [hmhm], so we are very focused on the financial performance of of [ja] people, and so, when you talk about their financial performance, you’re actually talking about their personal performance [ja]. So, that you need to keep into consideration as well. And if [hmhm] you don’t have any relations it it [hmhm] you need to to [ja] do the communication the right way until you have sort of. The best thing is to have a beer here and there and then you can probably keep barriers down. [ja]. But again, there is no real cultural [hmhm] thing about that. That I think is very generic across cultures. [hmhm] Of course, Japanese people you need to .. have all the how do you say [deep exhale] all the furnish .. all the uhm nice expressions and uhm [ja, all this politeness around before you can actually] Ja, some of that but it’s also that you need to know your role before you say anything to them [hmhm], but it’s not something which really is a … it’s not something you keep sort of in your forehead.

[09:24 – 10:05: I ask him if he gets some information about the people he meets beforehand. He says that it’s again the way that this is an old company and everybody knows everybody, because everybody has been at Radiometer for a long time, and newcomers don’t have that luxury. So they are just thrown into swim.]

Q: What would you say, like in your experience, which kinds of skills are asked of you in these situations like ja go out there and swim?
A: Ja uhm what kind of experiences, ja well that is experience in between with handling people in [hmhm] in in in these situations [hmhm]. Uhm [4 sec silence]
Q: Are there certain skills or strategies you apply?
A: Ja, definitely. I mean it’s good relation before you actually express your real opinion [hmhm] about financial reporting [hmhm] especially. [hmhm] And focus on factual stuff [hmhm], so, I mean we are 10 million on outbound if we miss 5 million [ja], so keep it in very uhm objective terms [ja] [ja]. So you don’t get any emotional, whether they have screwed up, or whether they could have been better [hmhm] or anything like that [ja]. So, as long as you have any relation here, keep it very objective. [ja] And very focused, explaining why you’re asking. [hmhm] so, there’s sort of a reason behind and making it objective so that they kind of not get emotional about stuff. [hmhm]

[11:22-12:29: not transcribed]

Q: In general how do you feel about engaging with people that are different from you?
A: No problem.
Q: Let’s put it like this: Did you take this job, because you have to have that much interaction?
A: Ja. [ja] along with other things [ja]. But ja, I’ve been in international companies like Radiometer for 15 years and it’s part of my skill-base [hmhm] and which I want to utilize going forward. [hmhm] Yes, that’s the reason why [hmhm] and uhm sort of these uhm intercultural thing … I I [deep exhale] I tend to [?] have my own theory, that [hmhm] ja, people from the Asian-Pacific Area they have a lot of these you need to have a status before you can [hmhm] talk to them, also for German people especially if you’re acting in the southern part of Germany [hmhm] but, … ja sort of just a median you know [hmhm] people are like this [using his hands to describe the Bell-curve] and these are this and these are formal and you can read all sorts of reports about how people are in[hmhm] what culture and how acting used to be [hmhm] and then I always say: well the standard deviation of people [Q: slight laugh] is broader than the actual deviation between cultures. [ja] So, ja you can say this is a Japanese man [ja] you need to have this politeness and blablabla. But, don’t put him into a narrow box [hmhm], because he can be just as different [ja] like Danes can be. [hmhm] Uhm from from [hmhm] whatever small box [hmhm] you could have meant. And observe that [hmhm], and that’s what I mean, build the relation, get an understanding [hmhm] how is this guy and what is he thinking or a girl for that matter [ja], and get an understanding of that [ja], more than trying to say: He’s an American, he will just talk like I don’t know what and have this perception of the world and [ja] blablabla. [ja] so, uhm this is something which which I have .. had learnt for many years, that ja [hmhm] don’t put people into this cultural box [ja], but still have in the back of your head that uhm especially as a Dane where we don’t have all these uhm formal [Q laughing] gestures and formal stuff, but I mean [ja] you can go down 500 kilometers south into Germany and if you .. if you really you know, classical the door is shut for a boss and that’s the way in Germany and they perceive it as opportunity [hmhm] because what is behind a closed door is an opportunity and we perceive it as an obstacle [hmhm]. These sorts of things you know so that you don’t get misunderstood by that. [hmhm]. But but sort of beside of that [hmhm], no I don’t think that you really focus on that. Focus on getting to understand the people, that’s much more important. [hmhm] And if you had some written biography of all the people, you really wouldn’t know. [ja] [ja] Your perception of putting people into this box, which I say you shouldn’t, [ja] would probably go even higher. [hmhm].
Q: Since you now mention this putting into a box or .. ja, actually that people are more or less alike, are there any things that tip you of when you meet somebody that this person is from a different culture?
A: [5 sec silence] Jo, everybody is, I mean. There’s a lot of countries, so whenever you go abroad you meet tons of people coming from [hmhm] tons of of [ja] …. And as I said you have all the clichés about different cultures [ja] and uhm and uhm then I ask, I’m always trying to tell: Okay, we know they are like that, but this one could be different. [hmhm] So, it’s always to to good or bad [ja] to stay and to find out how is this person. [Yes] So, ja, this is sort of the openness in in getting to know the people [hmhm] and build the relation [ja]. And sometimes you sort of get confirmed about all your classic clichés and and sometimes you get surprised. [ja] [ja].
Q: So actually as I understand you would think that the time spent face-to-face [yes] is actually worth while [ja, ja] because then you have a [ja, ja] [definitely]
A: Definitely [ja]. If you don’t have this … it could be it could be 10 minutes [hmhm] I mean that could mean the world [hmhm] Uhm [ja] just to say hello, to put a face on people, they have got a face on you, so it’s not just some strange [hmhm] voice in the telephone or some [ja] letters in an Email, uhm that really helps. [ja] And you, especially in an organization like this which is very American, very global focused uhm [hmhm] people tend to have that global perception within, so when you meet with them [hmhm] they are relatively open [hmhm] in terms of getting their message across.

[17:42-21:13: I ask if he considers all departments to be open minded. He answers it’s mainly the departments that have a lot of contact, such as marketing, finance, sales. So, they are most likely more open-minded as production in Ballerup. Moreover, he argues that the workforce isn’t that diverse and especially in production there are hardly any none-Danes. But he mentions the newly bought Polish production site which “created some turmoil” as jobs were moved from a high cost to a low cost region. On the other hand he says that Radiometer does not save that much money due to this decision because]
A: Saving on R&D has much more impact than saving on production.
[21:18-26:57: We talk a bit more about the “turmoil” due to moving production to Poland. In his view it’s been very important to create transparency in order for the employees to understand this management decision and to ensure that rumors won’t be spread. Moreover, the unions played an important part. What more, the Polish people have the same education and the country is not underdeveloped as some people may think and labor costs are down to a fifth in comparison to Denmark. He goes on telling that the unions have a very strong stance at Radiometer, which is why it hasn’t been easy to move parts of the production to Poland. Moreover, he points out that Polish culture differs quite a lot to Danish culture because of the influence of the Catholic Church and the socialist history. Here he says that it is always a plus to know important stages of a countries history. The “glorious days” of a country’s history he would use to have small-talk with before engaging in business talk]
A: […] but being able to do easy communication [hmhm], that’s uhm that’s the target. [ja] We’re not here for uhm further involving some kind of culture but to do business [hmhm] [hmhm].
Q: So, you kind of try to meet in the middle somewhere …
A: Ah .. I wouldn’t call it meeting, it’s sort of like [hmhm] you need to have mutual respect [hmhm], and if you know people and you know how they are and you treat them so they feel comfortable then, I don’t know, whether it’s me who’s moving or them whose moving [hmhm] and frank, actually I don’t care [ja] just as long as I get my points through. [ja] [yes] That’s the most important thing [yes] and I don’t need to spend excessive [hmhm] amount of time [ja]. I mean, to write you know peoples last name, mister, doctor I mean [ja] if it’s that what it takes then it’s what it takes, it’s no problem. [ja]

[27:55- 29:36: He furthermore says that if he has to go through a lot of people just to talk to one specific person he will consider that a waste of time. He talks about the Danaher culture which in his eyes wants a very homogenous culture which is very profit oriented and easy to do business with. Therefore they don’t job against a lot of local cultures but they don’t go in for saying we want to be extremely colorful. So, they are just having internal audit in Asia Pacific in a location in China, which according to Interviewee C cause “a battle” when Chinese have to work together with Japanese.]
A: So, so, I mean and I think there is some thinking behind that, saying that, ja we should be able to to work together with all different cultures regardless with what historical background there has been between the countries [yes] [telephone ringing for the 3rd time, but Interviewee C’s not taking it.]
Q: Uhm have you had kind of like meetings or encounters with people where you learned a lot about yourself, your way of being? Which you weren’t aware of before perhaps?
A: Sort like an aha-experience? [hm] No. [okay] .. But along the way: ja. [you mean small] Ja, ja,, ja, find out that there is sort of a Danish culture or the Scandinavian culture which is actually funny in itself when you meet all this typically intercultural uhm that Scandinavia is sort of a situation in itself, we’re 15 million and when you ..opposite to Chinese which is one billion people [ja] so they’re not that homogenous, so so but never mind. [Q and A laughing] uhm So you find out little by little that we are very, we Danish culture is very easy to communicate with as long as you don’t get personal related but business related [hmhm]. Uhm and and that this easy communication [hmhm] you can’t bring everywhere without you getting the relation up and running initially. So. [ja] that’s probably the biggest lesson learnt that you need to take this time and you cannot just pick up the phone as a newcomer and call somebody in uhm [deep exhale] Thailand or wherever you know and starting to ask him the same questions as if you have been here for 20 years and you know each other from the last 15. [ja] [ja] this relationship building this networking, this understanding how the organizations work [hmhm], that’s both from foreign studies and reading and experience [hmhm], so little by little [hmhm] no, no major events.
[32:09- 32:48: I ask if he changed his own way of being by incorporating a bit from other cultures. He says no. I tell him that I have the feeling that I’ve become a bit more Danish if one can say that.]
A: But if you’re working in a Danish international [hmhm] company [hmhm], it’s not like you’re working for a French company, because you know they say we need to enforce our culture with everybody because we are French now [hmhm] and everybody needs to think our way. I think many Danish corporations they all will probably have a a a uhm group culture which we like to enforce [hmhm] but but it’s not something that is rooted in anything Danish [ja]. So, they’re very flexible, they’re very open, [hmhm] they’re very sort of like, we don’t you need to think like in our way which is sort of based in our culture, you need to very uhm [deep exhale] [hmhm] ja diverse in the way that [hmhm] you actually can communicate with a lot of people [hmhm]. So I don’t think that that [hmhm] that you [?33:41 by] or bringing anything in, you are just flexible [hmhm]. That’s sort of good, probably the right word. [ja]

[33:49- 34:09] I ask him if there are different group cultures within Radiometer Denmark. He says he cannot answer that question because he has not been here long enough to know.]
A: Of course there’s different cultures between each functions, it’s probably more diversity of that [hmhm] then between any countries [hmhm] [hmhm].

[34:20- 37:02: We talk about the rules they have to comply to, local, US-regulations and so on and how to prioritize them.]

Q: If you look at Radiometer as a whole, […] which role does culture play at Radiometer?
A: I don’t know how it was in the past, but I mean that Danaher culture is something that is very very much alive, very much focused on [hmhm], very much .. this is the right way this is ..ja very much sort of implies what is the wrong way [hmhm].There is a lot of that. In Danaher we think that, in Danaher we should do [hmhm], according to Danaher this is the way [hmhm] so there’s a lot of [hmhm] Danaher tools, Danaher thinking, Danaher compliance that is pulled into [hmhm] the system and that’s a lot of you know: Kaizen is the way of living or of our life. [hmhm] But you also have 11 uhm ..managerial roles […]
[38:00 – 42:54: He talks about the Danaher business system and all the courses they had to take in order to learn the Danaher culture. Within these courses there is also a assessment of yourself and the managers you know. He calls this “some sort of brainwash” and especially finance and HR live by these rules. And it’s only a bit Radiometer culture left, in his opinion. Than we talk about Kaizen: to do things better, better financial performance. Concerning the connection of Danaher culture to cultural diversity in general he says]
A: I think it’s an very American cultural thing you know [hmhm] where you .. you need to have you need to be part of the community [hmhm] but you can be very much yourself [hmhm] [ja] but you need to act within the frame of the community [ja] but then you can do whatever you like [hmhm] and how you [hmhm] how you do your own thinking [hmhm] where it’s sort of like ja many other cultural thinking is sort of like if you want to be living in France you need to French, talk the language, think the way all uhm … [hmhm] all the stuff there. [hmhm] I think it’s sort of the very American way of embracing every culture but we have some … [certain] ja some certain base [ja] that uhm trusting the constitution [Q starts to laugh] and all that stuff. You need to believe in this, but how you do it is very much up to yourself. [hmhm].

[43:51- 44:54: In this sense, the way of improving output is different from company to company, meaning that the Danaher culture is expressed very differently from company to company, but the tools used are the same.]

[44:54- end: I ask if people in his opinion would need some more input in order to find out what the culture in Radiometer is like. He thinks the courses offered so far are good enough. In this context he mentions that some courses concerning the Danaher culture are like brain-washing and one might fear that they “take away one’s identity” like at McDonalds. I thank him for his help and ask him if I may contact him, in case things should come up.]

Interview transcript Interviewee I - D

Interviewee D opens the door right on time and approaches me right away. We are shaking hands and introduce each other on first name basis. We sit down, and I brief interviewee D.

Q: First of all could you tell me little bit quite short about yourself and your area of responsibility.
A: Okay. About myself: I’m 36 years old [hmhm] and uhm originally from India [hmhm] however, my parents they stayed most of their life in Kenya, in Africa [hmhm], so I was born in Kenya and I came to Denmark in 1972, meaning that I was just three months when I came here [okay]. So, I’m very much Danish. Uhm I started at Radiometer as sales-responsible for Africa [hmhm] but uhm now I have moved on to having my own department within projects. [hmhm] so, we deal with projects in all of the world basically, but we have prioritized and focused on Africa, Asia and South America [ja] mainly emerging markets [ja]. Uhm, yes. I have a master’s degree from Copenhagen Business School [hmhm] within development studies as well, developing studies I should say, so it’s basically to how to work with in[?3:11] development [ja] by actual multilateral aid [that’s interesting] which is what I’m doing in Radiometer [hmhm]. So uhm currently I’m director of a multi-projects-department where we also work with CSR [ja, okay. Is that your main interest .. CSR?] No, we use CSR as a means in order for us to get some donor funding [hmhm]. That may sound very commercial, but we use it as a way to, oh, to give you an example: We use CSR to train end-users in different countries [okay]. So in what we can do for example with CSR that we cannot do commercially [hmhm] is uhm is for example to go into different hospitals and even though they have competed equipment we can still tell them: this is a part of us [ja] here’s our strategy, so we train them in order to [ja] use blood gas equipment which is our major product. [hmhm] uhm how to use the clinical knowledge that you get from blood gas analysis [ja] without being a commercial aspect [hmhm] so, that is that is [Oh] [Vibeke enters the room in order to give me the updated schedule for my interviews. She speaks English to me even though we spoke Danish all along before] So, that’s basically what we do.
Q: Now you mentioned that you work with the emergent markets, so I guess you have cross-cultural encounters on your daily basis?
A: Yes, very much, very much so. [ja] We’re conducting two projects, analyzing projects, one in Uganda and one in Egypt, where we have a more .. hands-on approach, because we are funded by DANIDA which is [ja] Danish Aid [ja] to transfer knowledge from here to these two countries which are very much different than Danish uhm culture. [hmhm] so, this was actually the first time Radiometer had a larger involvement in an emergent market [ja] that was not a BRIC-country [hmhm] uhm, so so, getting people to uhm getting people here that are used to training people in subsidiaries and developed markets to go to Egypt and to Uganda to train [hmhm] has been quite a challenge, so [ja].
Q: How did you solve that challenge? What did you do?
A: Uhm What we had to do in the beginning was that we sent experienced trainers from our department with them the first time [hmhm] in order for them to feel more comfortable in training people. Trainers are used to training people in subsidiaries, meaning Radiometer’s own staff [ja], where here in Egypt and Uganda you had to train people that are not Radiometer’s own staff [hmhm], meaning that it’s a distributor third party company [ja] that you had to kind of prioritize get them to prioritize the training which was really difficult [hmhm]. So, we’re actually training some people that are not paid by us [hmhm] to sit and listen to what we have to say. [okay, ja] plus they have a different approach to training [hmhm]. They are uhm … very much interested in what you have to say [hmhm], but … at the same time there has to be an incentive for them to sit and listen to [hmhm] to what trainers have to say [hmhm]. And there you can see we have bit of a challenge. So, if we don’t structure the training in the right way [hmhm] for example if we don’t give them lunch, if they have to have training from 9 to 12 [ja] if lunch is not included, we don’t get any people to come [okay]. Uhm that’s not the case in Denmark [ja]. This is to give you a small example [ja] of what cultural things we meet [ja] in terms of the trainings being different, which is quite interesting. You just have to learn these things .. before
Q: Ja, it’s interesting, now you mentioned you have to learn this, so it’s more by experience that you actually find out about [hmhm] how things should be structured and done and
A: Yes, because all countries are different. Uhm And of course we learn as we go, but this department has only be running for two years [hmhm], so uhm so I mean we are definitely learning how to do these things [ja] there’s no doubt [ja, ja].
Q: Do you kind of share your experiences with the others that might also have to do business with Africa?
A: Yes, we [well Africa, the countries are all different in Africa, but] Yes, definitely. We do uhm guides uhm training-guides [hmhm] both uhm the more uhm theoretical training [hmhm] of course we do guides, but also the other aspects how to talk, for example in Uganda it’s very rude to speak in this tone of language [hmhm] which is very normal in Europe to speak. [hmhm] You have to speak very softly. And if you don’t speak very softly they see you as very rude, and if they see you as very rude, they are not listening to what you have to say [ja]. So, these kind of aspects we had to write down as well, so we’ve done some documents stating all these kind of things [oh, that’s very interesting] Ja [A starts to laugh] [very much so] [Q laughing]
Q: You, yourself how often have you been to Uganda.
A: Uhm I’ve been to Uganda probably 50 times [wow]. But before I joined Radiometer I was responsible for Africa as well, so I kind of have done a lot of work in Uganda [hmhm]. Uganda is one of the top 2 countries in Africa that gets the most bilateral multilateral aid [okay] so it’s very common that people focus on Tanzania and Uganda [hmhm] and Kenya being the third country especially in East-Africa [hmhm], so uhm I’ve been there several times [ja, okay]
Q: Now you have mentioned this already a little bit, or came in to the subject a little bit, in your experience how might culture or cultural differences actually have an effect on solving tasks, simple tasks like
A: Well, there’s always the problem of of having a different opinion about .. time for example [hmhm]. Uhm it’s very common that people consider time as being very uhm not so important, some consider it being extremely important [hmhm], and uhm in especially East-Africa and a lot of countries in the world except maybe the northern parts of the world, is that they have a way of thinking that time is not so important so .. it doesn’t matter if we do it today or tomorrow because as long as it gets done sometime [ja] and that’s very much a cultural aspect that causes European companies and and more developed countries’ companies a lot of problems [ja] so [hmhm] and especially just setting up telephone lines, setting up internet connections uhm all these kind of things always gave a problem [ja] and it could be and are one of the major problems in setting up new companies around the world, because uhm time is just too important to us [ja] and it’s not important for them [ja].
Q: Would you say that’s the most prevalent difference, this time issue?
A: Yes. There is no doubt about that [ja]. And it affects everything in terms of how fast to you get to your customers [ja], meetings being pushed [hmhm] uhm payments being pushed, everything being pushed because time is not priority [hmhm].
Q: Now you have to engage with people, a lot of people, [yes] how do you feel about that?
A: Ah, fantastic, that’s why I’m here. [hmhm].[Q giggling] Ja if there wasn’t, if everything was so smooth and everything went as we had planned it would be totally boring in working with what I’m doing [ja]. So uhm that’s just part of the problem solving [hmhm] and we can see as we get, I’ve got, I’ve been working with Africa for uhm since I was 24, so that’s 12 years, [hmhm] so I actually have I can see that if you put some measures in place, some of them, maybe not some of the waiting can be reduced, but some of the frustrations you have can be reduced at least [hmhm]. Because uhm we cannot put our standards towards uhm African people and saying that you have to and keeping on being mad of the same things [hmhm] you have sometimes.. give them incentives to meat time for example [hmhm] that seems to work [okay] and tell them what happens if they don’t meat time and how this affects us as a company when they don’t meat time uhm instead of just [hmhm] expecting them to meet time and get made of it again and again and again. [ja].
Q: So, actually you say, if I get this right, to make them understand what’s actually behind this issue?
A: Yes, yes, you have to get them some kind of involvement every single time. [hmhm] I remember I had to set up an internet connection when I was in Kenya [hmhm], I was stationed in Kenya for two years in the beginning of uhm from 2001 to 2003, [hmhm] we had to set up an internet connection and even our own people there they were too slow they were not setting it up, so I made a simple calculation about how much business we were loosing [hmhm] on those days, and then they understood why it was so important to me [hmhm] to meet time [ja, ja], Uhm and such things, you have to think it’s it’s kind of annoying but you have to invest a bit more time to begin with because it’s well worth your time in the long run [ja] so.
Q: Now you said you spent some time in Kenya, how important do you think in your opinion is this face-to-face contact to people, ja
A: It’s very important the first time you talk to them [ja]. It’s very important but uhm not so much when you follow up and keep your relationships. Of course you have to see them sometimes, but it’s not important to see them every time [no], not at all. But at least every time you start a project since there are things, we have to see them in person, it’s very important. [ja]
Q: So actually it’s really worth the money and the time you spend on this first contact.
A: Yes, because you will waste a lot of time if you don’t have this first contact [ja]. Even just settings and everything surrounding it uhm I just think the time that you are spending, you’re investing some time in the beginning [hmhm] and you’re going to make it up, instead of misunderstandings and this and that going [hmhm] in the long run. So, there is no doubt about that being important [ja].
Q: If your thinking about all your, not all your meetings you’ve been working in this field far too long, but if you think about some of the meetings that might have been quite challenging maybe, what kind of skills did these meetings actually ask of you? What what is it you have to possess that this works out?
A: Well the first thing I think about when you said that .. one of the biggest challenges when you work in Africa and Asia is that they are very much hung on how old you are. So, if you [okay] if you if they consider you as being too junior [hmhm] they won’t do business with you, [hmhm] especially in Africa [hmhm]. Uhm basically they won’t listen to what you have to say. Second of all, they’re not, they are very hung on what your title is. [hmhm] So if your title doesn’t sound important they don’t gonna waste their time on you. So, those are the two things you have to think about when you [hmhm] when you’re trying to sell. You have to have some kind of or you have to conduct a meeting or you want to do something [ja], you have to find out who you’re talking to [hmhm], uhm that’s really important [hmhm]. Uhm and then, they kind of, especially in Africa, Asia sometimes as well, is they like to spend the first 5 minutes talking about other stuff than business [hmhm]. In Europe they are very straight to the point, there’s no talking around but here they want to like you before they want to buy from you [hmhm]. So, although they keep on saying that Africa is very focused on money and this and that, they are more focused on personalities [hmhm] and and how much they like you [ja]. So, if they have sympathy to you, the price is less important. [ja] so, I’ve seen enough European business men make the problem, I mean the the [A slightly giggling] the fault of not spending the first 5 minutes talking about their family, the weather [ja] and how nice the country is and [ja] Denmark is so cold and this country is so nice blablabla [hmhm] because it’s really worth that while [ja, ja]. Go straight to the point and you loose [ja] on all that. So, if this answers your question then
Q: So, so, it’s about like winning the trust of the other
A: Ja, much more important to win the trust in these countries than it is in Denmark. [ja] much more, so uhm [hmhm]. We’re much more detail-oriented here in Denmark than they would be in these kinds of places [hmhm] and they have to trust you before they have to uhm have to work with you [hmhm]. Similar to Denmark or to Europe but it’s just in a different way. [hmhm] So. [hmhm]
Q: Uhm what I also .. would think would be …uhm no, I’m not Danish, so [no, no. well you’re a European] [A starts to laugh] yes, I’m European [Q laughing]But I would think it’s also like uhm for example the new people you send down to Kenya [hmhm] uhm what skills is it you would ask of them. What should they be able to do?
A: One thing that we have a major problem with within Radiometer is to understand markets that are brand-new [hmhm] that don’t understand blood-gas [hmhm] which is our core product [ja]. So, what we are used to is speaking to people that are at a much higher level [hmhm] meaning that we’re teaching them to go from uhm uhm you know from uhm 8 to 10, where here we have to take them from 1 to 5 [hmhm]. So, they are very good at teaching from 8 to 10 [ja] giving them that extra percentage [ja], but taking them from1 to 5 is a different mindset and you have to teach in a different way [hmhm] and uhm taking [could you give an example?] Well, yes uhm for example we have a technical trainer that had to go to to uhm Botswana I think it was or was it South Africa something [hmhm] and he had to go and teach them in doing technical and service maintenance [ja]. So, he took the instrument there and was teaching on the instrument itself: you have to do this and this and this. [ja] Now, these people didn’t know what the different items were [ja] so, it’s the same thing as teaching someone how to repair a car and they don’t know what the generator is, they don’t know what the difference is. Okay they can put them at the right place, but they have no idea what it was. [hmhm] So, is the same as a mechanic, just assuming that they know what the different parts are. [ja] But they don’t they had no idea what it is [ja]. If they don’t have any idea what they’re putting together .. ,it’s not learning [ja] it’s just teaching them how to put things [ja] in a right order. [hmhm] and I think that going down to that step where we’re teaching them exactly what the different things are [hmhm] before we teach them about the other parts, [hmhm] that’s where we have a major challenge. [hmhm] We’re getting much better at it but only being present in the company for two years [ja], this department has to have more uhm time to actually get the skills into the people. [ja] Also in terms of training material. All our training material takes people from 8 to 10 [ja] not from 1 to 5 [ja] or 1 to 8 [ja]. So, there’s a big task ahead of us [ja,, ja].
Q: Uhm, these people that go there well you included, do you also have to have a certain let’s say personal abilities or skills?
A: Yes, kind of, I don’t know if it’s a personal ability, but it’s definitely an ability to adapt to local culture [hmhm]. Uhm .. I ..going to Uganda, I don’t know if you’ve ever been to Africa [no, unfortunately not] Okay. But it’s so it’s so much different than being here [hmhm]. For example personal safety is a different concept in Africa. [hmhm]. They don’t value peoples’ lives that much [hmhm], meaning that car-safety, putting on your seat-belt when you drive, if they even have a seat-belt [hmhm] uhm is not possible. [hmhm] it’s just one example. Uhm For example uhm when you land in the airport there maybe holes in the ground you may fall into if you don’t look. [Q slight laugh] I mean it’s not so, it’s not so much the case in some of these countries anymore [hmhm] but at least 10 years ago it was an issue. [ja] You know it’s not someone directing you saying: Please don’t go over here [ja] it’s all kind of things can happen it’s not so safe being in these countries than it is being in Denmark. [ja] So, if you cannot adapt to these kind of things and accept that that’s how life is these places [hmhm] you gonna have a problem [ja]. We have especially one trainer that we sent that we’re not gonna use again [hmhm]. uhm second of all uhm language skills [ja] uhm English with a Danish accent is very difficult to understand in Africa and Asia [ja] they uhm they … most places in Africa they speak English [hmhm] of course they have a French part and the Portuguese [ja, ja] but but at least you have to have .. to be able to speak English in a certain way. [hmhm] otherwise they simply don’t understand what you say [ja, ja]. And uhm these kind of things uhm
Q: But it’s also the other way around, isn’t it? Because you have to get used to many different accents within the English
A: Yes, yes, yes. Definitely of course you have to understand what they are saying as well [ja] uhm that can be a challenge of course [ja] Ja. Uhm other things is that we have to have a higher educational background in order for them to listen to what you’re saying [hmhm]. It validates your training efforts, said that, it’s not ability it’s more kind of what your educational background is [ja] that’s really important.
Q: And that kind of would be on your ..card?
A: Yes, you can actually [showing me his card] see it on my card [ja]. It’s really clear [director] yes it is, it’s really clear [and it says project and CSR] this is just to say that it has to be stated [ja] quite clearly. [ja] Actually this is my old card, I forgot, but the new card says actually my educational background MSc [ja] uhm … and that’s really important because that’s what they look at [hmhm]. Uhm if a clinical person goes there and has to train clinical aspects to doctors [hmhm] the first thing the doctor would ask is what kind of background you have. If you say you’re a nurse for example [ja] he won’t spent well he may spend the time but he won’t listen to what your saying [hmhm]. so you have to have a Ph.D. within some clinical aspect [hmhm] you have to be a medical doctor for him to even listen to what you have to say [okay]. So these kind of things are really important. [hmhm] And more important than it would be in Denmark [ja] much more important. [oh, ja definitely] Here experience counts for more than it would in these countries [ja].
Q: Okay, before you actually engage in whatever cross-cultural meeting are there certain considerations you will always take beforehand?
A: Uhm I think regards to preparation would be pretty important uhm we kind of go on the net to kind of have some kind of idea about who we’re gonna be talking to [hmhm] uhm and uhm I wouldn’t say we spend a lot of time but we do have discussions on who it is we have to do [ja]. Basically to make sure that we’re getting out of the meeting what we actually had expected [hmhm]. Most of the times we see this kind of meetings in especially in these countries that your not talking to the right person [hmhm]. They’re very much top-managed [ja] so many times we have to see how we get this person to do what we want to do to get to the right person. [ja] I don’t know if that’s a cultural thing, but it’s more uhm especially strategic that we’re looking at the meetings [ja]. We always do that. [ja] But I think that maybe, I’ve been working with this so long, maybe we’re not spending too much time on that anymore [ja] I would say.
Q: Lot’s of these thing you employ in the meetings may be unconscious [ja] or semi-conscious [ja] because you just [exactly] have done it so many times [ja] Uhm, do you recall a meeting where things really went wrong?
A: Uhm [4 sec silence] I recall a meeting that I was actually not there [Q starts to laugh] I was supposed to be there, and it actually went wrong. It takes two minutes. I tell you the first one, the second one I was actually there. The first one was in my former company before I joined Radiometer [hmhm]. I sent uhm our managing director, I was there as the CEO of the company uhm for two years, and we sent our, the guy that was supposed to take over for me, to a meeting with uhm UNDP and I had actually asked him to prepare himself very well [hmhm] because there maybe an issue because the guy he’d speak to was one of the most experienced program officers within UNDP [hmhm] and uhm the meeting lasted for 5 minutes and the reason being is that the guy from UNDP was just laughing at him because he was so young. [ah] He was saying: look, you’re too young a boy to come and try to sell me anything [ja]. Send someone more senior [ja] and that was a cultural issue, because uhm this guy from Denmark didn’t understand what, he didn’t understand, he couldn’t understand why he couldn’t sell something to a guy from UNDP. And and that was because there age matters extreme [ja]. Uhm the second meeting uhm with culture issues was when I was in Bangladesh and I had to speak in front of uhm at least 4 or 500 people, I actually thought it was going to be 20 people [Q slight laugh], so I had prepared for 20 people and then suddenly it was 400 people I didn’t expect [ja] so many questions and all [hmhm]. But what happened afterwards is that uhm the commissioner from the Ministry of Health called me [hmhm] in and he was talking to me for one hour how he would like me to get me to be part of his extended family and family level and it caught me by surprise because [hmhm] I hadn’t expected that at all [hmhm] and I was kind of fighting with my cultural Danish background saying that: Yes, but time is pushing the business sense [hmhm]. This guy was only there to tell me that I had done a really good job [hmhm] and a so good job that he was willing to open up his family towards me [hmhm] which was fantastic but it just caught me by surprise [ja]. Uhm
Q: Did you feel kind of embarrassed in that situation or
A: I think in the beginning I was. I didn’t understand it until until some minutes because sometimes it has to take some minutes before you go back to the business aspect, but it just never turned into the business aspect [hmhm] and uhm that was quite surprising. It didn’t go wrong [no], but it could have gone wrong, because if I had tried to push it towards business aspects, [hmhm] he would have felt offended, because that was not what he was talking about at all [ja, ja]. So that was quite interesting. [Ja, really]
Q: But that also asked of you kind of a little bit like handle insecurity [ja] and have patience and see: oh what’s going to happen now. [Yes, yes, yes, exactly] Interesting. Is this typical Bangladesh or or
A: No, it’s actually very typical Asian [oh], not Africa, but very typical Asian [okay]. I would say that uhm me being Indian [hmhm] uhm and him being Bangladesh uhm Bangladeshi people [hmhm] don’t specifically like Indian people so I think [hmhm] and and actually on that when I presented that I purposely put on a Danish accent [hmhm], because it would be easier for them to pass the fact that I was [okay] Indian [hmhm] [ja]. So, I actually thought that would, well I didn’t think they would get that far .. but that was [hmhm] not a problem at all. [hmhm] But but Asian people, Indian people, Pakistani people and Bangladeshi people, not so much Thai and Philippine people [hmhm], but you know as a people of Indian origin I would say [hmhm] uhm it’s very common. [hmhm].
Q: Okay. Interesting. [ja] Concerning going back to Africa, since you’re now from India, you have a little more background there [sure], but you also lived in Africa, were there some encounters you’ve had where you learned something totally different about yourself?
A: About myself? [Deep exhale] [ja, about you] … uhm …[about your culture] uhm well you know I was saying before that you have to get used to people putting not trying to push your standards towards them uhm I still get annoyed when people don’t meet get in, I mean if you have a meeting at 10 [hmhm], I give them about 15 minutes to come, and if they’re not there 15 minutes after [hmhm] I kind of still get annoyed. [hmhm] Uhm [even though you know that] Even though I know and even though I put on measures to say this and that [hmhm], I still I still get annoyed [ja]. And and that’s because I’m I’m bond … I have Danish set-goals [hmhm]. The company doesn’t set African goals for me [hmhm] [Q and A slightly giggling]. They don’t say, you have to have these many meetings in the next two years, this is not how it works here [no]. You have a goal saying: You have to do this within this month and [hmhm] you have to have so many meetings and you have to. It’s not set on meetings, but this is how I see it [ja], to reach my goals [ja] I have to do so and so. [ja]. And uhm and that .. not long ago I caught myself being really annoyed with things that I actually know I shouldn’t be annoyed with, because that’s just how it is [ja]. So, even though and don’t try to push my standards I still do, I still get annoyed with this [hmhm]. It’s just quite … irritating for myself [ja] [Q starts giggling], because I should I should know better, but but it’s just difficult [hmhm] to to uhm kind of adapt to that fully [ja] [ja]. [Deep exhale] What did I learn? I don’t know, I think it would be easier for me if I hadn’t done this possible [? 30:54] two years ago or so, [hmhm] it could be easier for me, but now I have done this a so long time [hmhm] I kind of [hmhm] I don’t really know uhm [4 sec silence] uhm I think when I was in Egypt the last time uhm .. I kind of learned that there is a big difference between uhm … when I went through customs [hmhm] I learned that’s very good to look important when you go through customs [okay], because when you look important then they don’t harass you that much [hmhm]. So, I don’t know if that’s to put it as a learning but it kind of learned taught me something about [hmhm] about how I should I should work in regards to to meetings as well [ja]. If you look important than than it doesn’t matter what you say in the first 5 minutes [hmhm], but if you just look important [hmhm] and you actually look like you know what you’re saying [ja], it it actually helps you in regards to dealing especially with Muslim uhm business men [ja]. Uhm so ..[ja] ja.
Q: Now I know from uhm Radiometer’s website that it’s a quite international company and there are like people from … 20 different nationalities working here in Copenhagen [ja], well Bronshøj [A and Q giggling], do you think that all your experiences you’ve made [hmhm] outside of Denmark, do they help you to better interact with people from other cultures that are actually employed in Denmark? In your company? [Uhm] Do you have any contact to [uhm] or are the widespread
A: I think I think here in Radiometer and people working here get very much uhm affected by the Radiometer way of being. So, I can’t tell you one person here that has .. that has given me other information, other ways of working [hmhm] than if they had been Danish [okay]. Uhm … not know .. even … we have one a guy in our department that is Indian as well [hmhm] uhm ..and uhm … there might be some knowledge in regards to what they know about the different countries of course uhm [ja] but there is no cultural aspect in regards to uhm well wearing a Sari to work or [Q starts to laugh] a Turban or even a scarf if you’re a Muslim [ja] or be particularly uhm [hmhm] culturally different at all. [ja] [ja]. I think that I don’t .. I haven’t seen that at all [hmhm] in any way [okay] I can think of [ja] basically.
Q: Does that also concern if you have like, let’s say like, just normal business meetings within Radiometer Denmark, these people know how to behave in these meetings, so so [ja] concerning time, and [ja, ja] who is going to say what and [No, there is no difference.] Ja, okay.
A: Not at all, not as far as I see. [ja] I mean, maybe I’m biased because I’m [A starts giggling] I’m not from Denmark [A and Q laughing]. But I mean, I haven’t seen any way of of it being different [hmhm]. Uhm .. What I can say is uhm .. in regards to countries uhm African countries and Asian countries [hmhm] I would say that the Indian guy that we have down in that department [hmhm] kind of has what he says is validated a bit more [hmhm] because he’s from these countries [hmhm]. Same thing with me [hmhm], uhm because it’s kind of validated that I’m from some of these countries [hmhm]. So, for example if I say something about Angola [ja] uhm I say something, whatever I say about Angola, it’s kind of validated because this guy knows what he is talking about, [ja] although it may not be true at all [hmhm]. So, uhm but that’s more about the background as it is about our cultural differences [ja], because [ja] but uhm otherwise I don’t know, it doesn’t make it doesn’t make a big difference [okay] if at all it makes any difference.
Q: Okay, changing the subject a tiny bit, [hmhm] coming directly to culture uhm Brain how do you know when you meet another person that he or she is from another culture? Are there any indicators? [In Denmark? Or other places?] Anywhere, everywhere. [How do I know, uhm] Ja, maybe in Denmark.
A: Uhm .. uhm how do I know? Well the first thing you look at is color of the skin. [hmhm] Because that’s that kind of gives away that they’re not from Denmark. Uhm
Q: But you consider yourself to be from Denmark, right?
A: Yes, but you know, this is the first thing that I see [ja] so, so, [Ja, sorry] you know that I’m from Denmark, you would still know that I’m not culturally from from here necessarily [ja]. Some people think because my Danish is so fluent that I’m adopted which would kind of put me in that uhm [hmhm] box [ja]. But but but, ja. So, and I think that it would be the way that they speak uhm …. I guess that’s it [hmhm] basically [okay]. [Ja, I know it’s a difficult question] Maybe the way that they kind of … I don’t know I don’t know .. actually I have no idea [Q laughing out loud; A joins her]
[36:30 – 37:21 I tell him about my first experiences here in DK, that people bump into each other and I think that could be due to Janteloven. He makes jokes and says it’s because Denmark is so small. We laugh a lot.]
Q: Okay, uhm .. concerning Radiometer as a whole, not you as an individual [hmhm], but the whole company, do you think that culture plays a role here?
A: No. [No] [Good] It doesn’t, because well, well you know some companies have like Ikea has these thoughts about multi multi-ethical uhm that’s how they brand themselves [hmhm], although some people would argue that’s that because that is how it is [hmhm] because they cannot get other people to go for their salaries and that stuff like this [hmhm], uhm but here it wouldn’t make a difference if everyone was Danish [hmhm]. Uhm .. What this company and myself is very focused on is to getting the right people for the right jobs [hmhm]. Uhm and they may be Danish or they may be from other cultures [hmhm] Uhm There’s not been as far as I can see there’s not been a single job that’s been hired here where people have said it would be a good idea if he is this and that [hmhm]. [hmhm]Except one, and that was [hmhm] when we had to hire a new sales responsible for the Middle East [ja] it would be a good idea if this person was from the Middle East [hmhm] uhm that has shown to be really really important [hmhm]. Uhm because of culture [hmhm] but uhm also because of [hmhm] uhm .. uhm language, understanding [ja] [ja] exactly what these guys really.. really want [hmhm]. uhm .. so, so that was one case where they have made a difference, but otherwise no, no I wouldn’t say [hmhm].
Q: So, what you say is actually that everybody could learn from experience or … somehow to also just to sell equipment to let’s say Brazil [yes] than you don’t need to hire somebody from Brazil to do that?
A: Maybe it’s an advantage sometimes [hmhm] but that’s not maybe not a cultural part but it could be that he has some local context that he could use to sell [ja], that you wouldn’t have [ja] if you were Danish [ja] uhm but… necessarily would have, you might have them anyway uhm [hmhm] but I don’t think it makes a big difference. Depending on the right person of course [hmhm], because not all Danish people are the same [no] uhm right now we have a responsible for uhm Africa that’s very Danish, very very Danish. So uhm and that causes some cultural problems [hmhm] and uhm and, so to get the right people in [hmhm]. If you have the right person with the right background then it doesn’t make a difference [hmhm], I would say. [ja]
Q: Now you mentioned several times the right person [hmhm], what is the right person?
A: I think the right person is a person who uhm you know Radiometer doesn’t hire newly newly [hmhm] educated staff, [hmhm] I mean we have to hire people that are experienced and have some years and [hmhm] and I think that the important part is for them to have an understanding of the markets that they work in [hmhm] both both statistically but also in terms of contact channels, [hmhm] distribution channels, sales channels all these different things [ja], but also of course the cultural aspect has to be [hm] in place. Uhm and have some tools in how to handle the cultural aspects [ja] uhm from from the beginning, that’s very important. But .. you can say that that’s easier if you are from certain countries, but I I would argue that [hmhm] it it it’s down to experience [hmhm]. Uhm any Danish person with the right mindset [hmhm] would be able to do it. [ja] [ja]
Q: Uhm .. now you say with a ja, you do it through experience, but is there also like, you said yourself you do some training [hmhm], is there a kind of like training program [no, not] on culture?
A: We’ve set up a cultural uhm .. seminar I would say for all trainers that are going down there [hmhm] where we try to teach them some things that [hmhm] we think that they should know. [hmhm] For example: When you go out for dinner with an Egyptian managing director [hmhm] he is going to pay the bill. You have to argue: No, no, [hmhm] but he has to pay the bill in the end [okay, ja]. If he doesn’t pay the bill he is going to be really offended. He is going to set you up 4 or 5 days in a row and he’s going to pay the bill every single time [Okay, ja]. Uhm Don’t the reason why he’s paying the bill is because he wants you to keep him a good deal afterwards. [hmhm]. Is that a cultural thing or is that a business thing? It may be a bit of both [hmhm], so, these kinds of things we kind of teach them [hmhm] and and don’t give don’t tip anyone in China cause it’s illegal [hmhm]. If you tip them they’re gonna to be really offended [ja] and and these kind of things you have to but uh you know you can call them all different things, but [hmhm] these kind of things we try to keep [hmhm]. Uganda, don’t speak loudly [hmhm] because then they feel offended [ja] [ja] uhm these kind of things [okay]. Ja.
Q: So actually I have to – it could be interesting to be for some time in your department [A giggling] – do you have a kind of like a …book where you look up: okay these people go to [ja] uhm say Mozambique [not that]
A: We’ve got two books. [ja] We’ve got one for Egypt and one for Uganda because [ja, really] that’s mainly where we’re sending [ja] people [ja]. Uhm .. it’s kind of a guide book [hmhm] and and it states all the differences. It states for example when you go to the airport and you take a taxi to town [hmhm] how much would you normally pay. [Good thing] [A and Q start to laugh] Because you very much get cheated every single time. And these kind of things just to make it easier for everyone to [hmhm] uhm travel. [ja]. Or for example most people don’t speak English [hmhm] So, maybe it’s a good idea to have a chart where your hotel is [jaaa] so if you have to take a taxi then you can just [ja] show him in the local language what the hotel is [ja] so you can get around. [ja] These kind of things. But but but at the same time I have to say … we don’t steal the experience of going to another country completely [no, of course]. So there is some things that we

[He continues talking about a dish in Uganda which may not taste well, but one should try to be seen in a good light in Uganda. Moreover, he says that they have many trainers out there and they try to document as much as possible. 44:51]
Q: Concerning maybe the last meeting you had, intercultural meeting, have there been situations in this meeting where you afterwards thought, okay maybe I shouldn’t have done like this? [uhm ….] Or do you have time to think about it afterwards, what happened, do you think it through again or?
A: Ja uhm I don’t know how to relate it to the cultural issue uhm [You don’t have to relate it to the cultural issue] Okay, okay. But but we have we had one meeting in China with USF? [45:23] [hmhm] where we came in [hmhm] with our business suit and we sad down and uhm we were discussing a project. And afterwards, I kind of thought afterwards that I should not have worn my suit. [hmhm] I should have worn my jumper and uhm [ja] my jeans, because these people are working they are not commercial people they are from an NGO [ja] that very much, they don’t really like uhm commercial companies [ja] to come and tell them this and that [ja]. Uhm so, that was more of a way and another thing is: In China the trick of you speaking very slowly and pleasantly [hmhm] doesn’t work in the same way. [hm] they are very much uhm uhm they speak Chin Chin what I found out afterwards [ja] Chinese is a very simple language [hmhm] so, uhm if I was to give directions I was to say: Go there, sit. [hmhm] Whereas you wouldn’t say that in English [no] or Danish. So, they take what you say very much to the point [hm], so you cannot charm them with kind of the way you ask. Here you have to be very much to the point [ja]. So: we want to do this, A, B, C and D. And when we’ve done D, we go to E. [hmhm].And we want to do this and that, this and that. [hmhm] But …. Not looking as a business person [hmhm] you have to look like a kind of like more relaxed in this time. [ja, okay] Where the difference is the Ministry of Health, speaking to the people of universities you have to be more business like [ja] and we have to speak another language, you know [ja], the way that we structure and words and things like that [ja]. So, the communicative way of speaking is really different [hmhm], so, that was where I thought I should have done it in a different way. [ja]
Q: How did you experience that this was wrong?
A: It was the outcome of the meeting [okay] I kind of think that they were not too committing in regards what they had to do. [small part not transcribed]
Q: So, it’s nothing that you could actually experience during the meeting during your meeting? A: Well, it was during the meeting I was thinking that they’re not committing to [hmhm] what we’re saying [hmhm] and I think we kind of scared them with our commercial uhm [ja] appearance. [ja] so.
Q: Okay, I think that’s more or less it. Brian, just in case some questions should pop up. [ja, please call me or write to me, no problem] Ja.

[We talk a bit about that everyone is busy and I ask him if he has some questions and what he thought of the interview. He says that he thought I would have problems following the interview-guide. I tell him that all the three pages are just the questions when written out, but that it is actually only the highlighted parts and keywords I would use. Moreover, his answers sometimes answered other questions]

A: [49:15] One question that I have is that [ja]: I don’t know what your angle is on this [ja]. Because, if if if I had known your angle I might have answered your questions [hmhm] regarding this angle. Which I actually thought is good, because uhm for example when you asked me about if culture matters in regards to this organization, I guess all theoretical books and stuff would say that it means a whole lot of things [hmhm] and and uhm you can use it for this and that. [hmhm] Where my experience is completely different [ja]. Uhm uhm where I think it doesn’t matter at all [ja] if you have the right people [ja] in the organization. [ja]. So, uhm I thought it was interesting not knowing [ja] exactly what answers you wanted [ja].

[I tell him a bit more, what this thesis is about.]

Interview transcript Interviewee I-E

Interviewee E enters the room; we shake hands while we introduce each other on first name basis. Interviewee E speaks in Danish, therefore I answer in Danish. Interviewee E excuses for only being able to attend for 30 minutes because there is another meeting to attend to. I tell him that I know about the time regulations and ask for permission to the interview. I brief Interviewee E.

Q: First of all, could you tell me a little bit about yourself, your background and your area of responsibility.
A: Okay, well background; all the way back I’m half Danish half Swiss, so there’s a little multicultural for you. [Okay, ja] Ja, then I’ve been studying in Aarhus and Copenhagen but also in the UK and in Austria. [Okay]. And then I’ve been at Radiometer for 12 years, working with uhm … many years in marketing and then I’ve been during that period I’ve been 3 months no 4 months at Radiometer/Germany and then in the last few years I’ve been at Radiometer/France [ja] working there once again in marketing and from January 1st I’m taking the position as responsible for sales in some sales regions; it’s Africa, it’s Russia and the CIS-countries and it’s Middle East. [Okay] And there I moved into sales.
Q: Ja, okay. Now I can hear from both your background and from all the different positions you have had at Radiometer that you do have a lot of cross-cultural encounters.
A: Yes, it’s always been like that because [hm] uhm … you know we have headquarters here, so we have been talking a lot to a lot of different countries also you know [ja] when marketing had to put together a campaign that suited all needs [ja] and then develop products that suit all needs [ja] so, it’s a lot of communication with different cultures [hmhm].
Q: When thinking just of the communication part and not so much about the marketing that of course you have to look at the uhm the [ja] country you want to address. But just the communication part, are there certain skills you have to have to have like successful communication with people different from you?
A: Ahuhm [long breath] [in your opinion] of course … of course there’s there’s always uhm there’s always some things you need to take into account [hm] when we talk about whether it’s Germans, Americans or Japanese or [hm] people from Saudi or whoever. That’s clear. [hm] But as you know it depends from situation to situation [ja] what those things are. [ja]
Q: Do you have an example of a very uhm let’s say a conversation that you’ve had that didn’t turn out the way it should have?
A: Uhm [very long stretched accompanied by him stretching himself on the chair 3 sec.] That’s difficult to say, because I would not say that I have a concrete example [hmhm] where everything just went berserk because we could not talk the same language [hm] or because we misunderstood each other completely culturally [hm]. But that’s also because, there I typically try to be very aware of that I do not you know that I do it the correct way, [ja] you know, that I try to talk to for instance we have a regional manager for the area in Saudi and the Middle East and Russia for that matter [ja] make sure to talk to those people first before we make any uhm vital decisions [hm] or anything so to make sure, you know, we make we do things right. [ja] So I uhm no I don’t have an example where everything just went uhm completely wrong, it’s more like it’s more been uhm [long exhaling] [ja] a more broader experience is the relationships for instance with the US [hmhm] is that they are very, you know, they want to be master in their own house [hm] so even though we are the mother the mother ship so to say [hm] they want to do things themselves [ja] so that’s just a long-term discussion and struggle to [ja] make them do what we want here. But they have that in their, you know, [ja] they know how things work, they know best, so [ja] that’s a generality, so, I wouldn’t say we have done anything wrong [ja] but it’s just a constant struggle to make it work.
Q: Now you just mentioned, before you mentioned this US example, with the Saudi Arabia example that you have a kind of like, not meeting but you have a talk before you actually do the business talk [hmhm]. Are there some certain considerations you take before you actually engage in the business talk, the business part of it?
A: Yes [rearranging the chair, getting closer to the table] sh ..first of all the general cultural behavior, I always would have a talk to the person who would know that, for instance the regional manager working with the region [hmhm] so that I don’t make any mistakes [ja] any stupid mistakes. [ja, ja] And then secondly [hmhm] I always make a strategy for the business meetings [hmhm] and there the strategy is also very different [ja] depending on which culture [ja] it is your [ja] talking to [ja].
Q: Besides having a talk to somebody who knows about the culture [hmhm] are there any considerations you take? Are there certain skills you think you might need uhm when comparing talking to uhm Danes comparing to talking to some people let’s say, Ghana or so?
A: No, no. [hmhm] No, I think that’s maybe the nature of the business [hm] that we are in, you know, that we are talking about the same things, no matter if I talk to a Dane or if I talk to [ja] somebody from Ghana [ja, ja]. Ja, there’s of course you know a different level of where they are [hm] skills wise. But you know [hm], I don’t know, I don’t think so. [Okay]
Q: Would you say like in general you speak to people the same uhm all around the world or do you have to make major adjustments in between with uhm some people?
A: Uhm …[long exhaling] .. no, uhm I think basic, no uhm I think it’s it’s [hm] the similar level of communication style [ja] that I’m using [ja] all over the world [ja].
Q: Okay. Moving a bit more to the curiosity part maybe you could call it that uhm how do you feel about engaging with people that are culturally different?
A: Oh that is I think the most fun part of uhm of the job [Is that why you are in sales?] Ja. It’s always been a clear choice for me, that I wanted to work in a place [hm] where I would have cross-cultural uhm …what’s it called [encounters] yes, exactly [hm] and that means uhm [okay] it’s an important part for me, I think. [ja]. That you may learn a lot about other people [ja] and also a chance for you to make, exactly as we talked about, to make sure to make not to many stupid mistakes [ja] and that you handle the situation [ja] no matter what culture you’re dealing with. [hmhm]
Q: Concerning these kinds of mistakes, well let’s don’t call them mistakes but maybe inconveniences or so, [hm] uhm has it ever happened to you that after a conversation you thought: okay, maybe I shouldn’t have said that or maybe I shouldn’t have behaved like that?
A: Uhm this happens, it might be so But I can’t give you any concrete examples of [hmhm] of of things that really went uhm … wrong due to .. due to a specific thing, [hmhm] no. No, uhm nothing awkward like uhm giving a woman the hand in in uhm Arabic countries and stuff like that you know [hmhm] uhm …no, no I don’t have any of those. [Okay] And then you know a business meeting is a business meeting. [hm] Sometimes you choose another strategy [hm] but that doesn’t depend on the culture …
Q: So, that’s more uhm solving the task that you have to adjust the strategy to and not that much to [my cell is ringing and I shut it down: Q: no, no, no nothing] [A: slight lauhg] sorry. So it’s uhm you don’t have a strategy for each country you’re dealing with? [no] besides the obvious things you just mentioned?
A: No, for example if we bring out a product, you know, we go out and ask the same questions to all the countries and say: Hey you have to buy [?] and now what is your plan to bring it out? And then uhm [hm] .. ja … I think uhm I think the biggest difference is how are the … hierarchy structures in the countries your dealing with [hm] so that in some countries you should not put some persons in a bad light [hmhm] or push some persons to much in a meeting while their superiors are there [okay] and that that’s [hm] one of the things you have to be aware about that [ja] you don’t force through a decision in a meeting that puts somebody in a bad light [ja] or makes them loose their uhm honor or something like that [ja, ja]
Q: Ehm how do you know that you’re not supposed to for example push somebody towards a decision in a certain meeting? Is this from experience or
A: Ja, or again that’s from also discussing with people who work with these guys and this experience from dealing with this countries for many years [hm]. I think you’re going to talk to one of them today, Simon, who is dealing with uhm Russia [yes] and he has a lot of experience on how to deal with those cultures [ja]. So, it’s clear to me that I talk to him [okay] before we go into meeting [hm] or before joining a meeting I quickly ask him [hm] you know, so we are aligned and we don’t do [okay] things the wrong way [ja] Ja.
Q: Concerning those meetings, are there different professions sitting around the table so that there’s like marketing and uhm even production people or [uhmmm] is it mostly from one group?
A: In my current position, when we have a meeting [hm] with a distributor in Hamburg and with other independent distributors, right, [hm] so there it’s typically a sales meeting [hm] so you have the people from our side it’s only people from sales [yes] and from their side it’s almost only people from sales also [ja] and then of course they have different positions, one is area manager, one is uhm you know uhm
Q: But you speak the same language, you talk about sales?
A: Yes, Sales and organization of sales [hm] and stuff like that [ja, ja] and that’s pretty easy, talking about sales [Q laughing] and they talk about discount, but that’s [Q: laughing]
Q: Okay, so you would say culture wouldn’t play a role in this setting when you go and meet ..
A: No, that’s … no, that’s not what I’m saying. As I said before, there are some aspects from country to country you have to be aware of. [hm] And who is present in the meeting, because sometimes there’s three bosses and who do you then press to make what decisions in order not to make the other one look [hm] in a bad uhm be in a bad light. So. [hm]
Q: Okay, uhm also concerning just the structure how a meeting is done, would you say, differs that between [uhmm no] let’s say Denmark
A: No, that’s a very standard package you know: you come in and you make a presentation [okay] and your organization they make a presentation about their organization and then we have some items to discuss. [ja] And then in some ….uhm in some meetings uhm decisions are taken at the meetings and at some meetings the decisions are taken afterwards [hm]. Uhm ..ja, again uhm you know …. For instance when we have a meeting in the Middle East uhm typically those decisions will then be taken afterwards [hmhm] not at the meeting. You will have some discussions [hm] a pretty pretty open art [Danish or German!] of discussions but then the real decisions will be made afterwards. [okay]
Q: Okay, that’s a totally different setting then actually, because [than in Europe?] then ja
A: In Europe we don’t leave the meeting until uhm decisions have been made [ja] but here it’ more like okay [ja] exactly as I said because they don’t want to loose face or [hmhm] ja
Q: Okay. Uhm ..concerning your typical daily life here at Radiometer, when you have these meetings and conversations with people different from you, is it mostly like in group-settings or is it in dialogues like this one?
A: In my daily life [hm] when I have meetings internally or meetings with our customers, distributors?
Q: Well, both. It’s both work-related.
A: But but uhm typically I visit them physically [okay] our our customers. As I said I’m talking uhm I’m dealing with distributors. [hm] So there is an distributor for instance in …Kazakhstan who takes who has the license to distribute Radiometer’s products within Kazakhstan [ja] So, in my daily work I talk to the regional manager who is responsible for this distributor in Kazakhstan [hmhm, okay] Okay? [ja] and the same for the regional manager responsible for the Middle East. [ja] So, when I’m talking to the distributor really then it’s mostly during a visit [okay] or during a sales conference or something [ja] like that. [okay, ja, ja] Meetings or that we invite them here for a sales meeting [ja] for instance an introduction for a new product. [ja, ja]
Q: Now you have to deal with a lot of different countries, is this mostly English you speak? [Yes] I guess you also speak French maybe?
A: Some French yes but that’s for North African countries that’s good, but but otherwise it’s English [hmhm]. It’s English for my region now [ja].
Q: Coming back to this language issue uhm I heard from different people that information that is distributed throughout Radiometer is mostly in Danish or
A: Internally? [yes] Yes, it’s getting more and more English but uhm it has been very Danish for a long time [hmhm] which is naturally because it was a Danish a truly Danish company [ja, ja] but now we have more and more employees that speak English or a different language [hmhm] than Danish [hm] and we also have an American owner uhm .. so I think it will slowly move into more and more English [hm] internally. [ja]
Q: From your experience do you think it would be necessary that everybody would be able to speak English? Let’s say in like 10 years from now?
A: I think so uhm because all the documentation we keep everywhere [hm] will have to be assessable for people from audit. I know it’s possible to have a translation [ja] and all that stuff, but it’s a lot more [ja] practical if everything is available in English. [ja] I think so. [ja] I see it also more and more in Emails even though you write Emails to Danes in between because there is a chance [hmhm] or a risk that a third party at some point needs to comment to the dialogue [ja] we just start it out in English. [ja] So, I think it will be more and more like that. [ja, ja].
Q: It would be time-saving at least [hmhm] that’s what I would say. Uhm ..we covered that one uhm one question would be let’s say you have a cross-cultural communication and you have the feeling you really run into problems, or the conversations doesn’t turn out the way you want it to be but it’s quite important to you that you have a deal at the end of the day [hmhm]. What kind of strategies would you use to to to bring you both on the same level to have to make it a successful meeting? …. It depends on the situation [ja] of course, but do you have an example?
A: Yes, it depends very much on the situation. But you know … one example is from last week [hm] we have this distributor from Saudi and we were there and we [hm] had to make them we were having some discussions about some discounts that they wanted on some demo demo-instruments [ja] of a new instrument that they wanted to buy from us. [hmhm] And my regional manager said to me you know sometimes we just have to say: “enough is enough” and [ja] say that’s the way it is because otherwise you know shshshs [sound indicating that the deal will just be off, while doing that sound he’s rising his right arm into the air] [ja] and than we had this discussions during the meeting and then at one point we just said: forget it, it’s like this. And then it’s down to “forget it, it’s like this” [pushing is flat hand on the table] and then it turned out that that, you know, if they’re going to do it then they of course they lost some uhm you know they were in [19:38?] or stuff like that [ja] but sometime they just need to be told [hmhm] who who uhm is in command so to say [ja]. [ja, ja] But I would not have dared to do that maybe without consulting my regional manager there [hmhm] because that was you know in other countries they could have been they could have been very upset. [ja, ja, ja]
Q: Okay, uhm concerning Radiometer as a whole, as a whole organization do you think that there is a certain awareness about that there are cultural differences? Concerning both the internal workforce but also concerning marking well we all know [ja] but
A: Ja, I think you know well, the areas that I have been involved in, yes. When we develop marketing material we always think about it as much as we can uhm and when we develop new products, we try to think about it [hmhm] as much as we can and try to we have this voice-of-customer-approach [hm] in everything that [hm] that so if we are developing new marketing material and new products are involved, customers in different countries you know will give us feedback [ja] in a structured way. [ja] So, but of course there’s always [ja] … things were some things slip through you know [hmhm] a slogan that doesn’t work or a picture that’s [ja, ja] not working or that’s always but we have to keep it in mind [hm] because we are .. ja, an international company. [ja]
Q: Uhm, now you are very aware of this and you also work like in a department where you have to be aware of cultural
A: That’s THE cultural department in Radiometer [A slightly smiling] [ja]
Q: Have you ever had like kind of training courses on uhm ja which role culture might play …
A: No, I had it during my studies. [hm] uhm but after this, no. [ja] No, not any training. But as I said, we’re using each other pretty good [hmhm organizational learning] to to, you know, people that have experience with that country they know [yes] we use each other to to not fall into the pit-holes that there are. [yes, exactly]
Q: Do you know people that have a kind of keep a kind of I don’t know a book about their experiences [no] and, okay
A: I don’t know, maybe they have but I’ve not I’ve not seen it. [okay] [A starts smiling]
Q: I just thinking maybe once these people leave the company, this knowledge is kind of disappearing with them [Q slight laugh]
A: That’s right, that’s right uhm I have to say that it’s best if we would have a good list about that we actually have a good Emailing system [hmhm] which keeps a good record about all the Emails that have been send out to all the customers, that dialogue we have there and so [ja], so [ja] but you’re right [ja] you’re right, for instance .. you know the person we have in the Middle East right now [ja] he’s actually from Lebanon originally [okay] understanding and [??22:37] originally [yes], so and he has a perfect fit you know in those both cultures [yes] and everything, [ja] so whoever needs to follow him will have a very difficult task because he has an unique advantage [ja, okay] but I think the learning from this is that the next person we would be looking for would be with a similar profile, I think. [ja] but if he would be leaving tomorrow we would a we would have an issue that’s clear.[ja, ja] But we do not demand that people have to write a book about [Q slightly giggling] uhm what cultural pit-holes their might be. [no, no]
Q: But on the other hand, also for him there might be it might not be obvious, because he is from that culture so that
A: Ja, but he is actually because he knows both cultures he has a [okay] very good view on what is different [ja] and what to take care of. [okay] so that could be an interesting person if you know if you wanted to focusing in on one area the Middle East [hm] it could be interesting for you to talk to him. [hmhm; understands culture here as national concept] but he is extremely busy right now and he’s probably on vacation for the next 2 weeks or so. [ja, but] I guess it would be in July he would have time, but right [Q laughing]
Q: I have to hand in in July, so that’s not [good] that’s not possible [good]. Uhm more or less last question, I also take track of the time, [Thank you] ja, concerning you just mentioned, you keep your Email-correspondence [hmhm], do you also keep like videoconferences, do you tape them or uhm
A: [Deep breath] No, we don’t have any videoconferences with those guys [Okay] because uhm [hmhm] the people I’m working with right now they don’t have this facilities most of them [okay] uhm …. We have videoconference facilities with the big sales companies like Germany and the USA [hm] and Japan [hm] etcetera. [hmhm] I don’t think they keep that on video [ja] I don’t think so [ja, ja I thought so] even though Japan could be interesting [Q slightly giggling] to keep on video to assure you that you understand what they say [Q slight laugh].
Q: You just mean because of the accent or
A: Because of the English but also because of I think Japan is probably the biggest challenge right now [A starts to laugh] [I heard so.] Yes, I think it is. [I don’t have it experienced myself, so I don’t know, well I think, lot’s of people say that they are hard to read] Ja, I think that’s the biggest challenge with the Japanese. [ja]
Q: Do you have Japanese employees here? That could help out?
A: Uhm … no. We had one some time ago but we don’t have any any right now. No. [hm]. But we have a a really good group out there. [ja] People that are also .. we have one that is half Japanese and half German and speaks perfect English, so he often helps [ja] if there is any [ja] issues. [ja, ja, okay] and a general manager that speaks Japanese, so
Q: So, actually it could help to have some people from the region that you’re actually dealing with
A: Ja, that is often a big help to overcome [ja] cultural differences is that if you have one [hmhm] employee within [hmhm] in order just to …assist some sort [ja]. Even in France that was an advantage [A starts to laugh] [Q starts to laugh] where I was [A laughing out loud]
Q: Ja, there’re also differences [ja] in tiny Europe, you know, I guess. Okay, uhm last question, do you think culture plays a role in Radiometer as as like in general, do people talk about it like during lunch can you hear people talk about: oh there is this issue with these customers or maybe even between foreign employees and Danes?
A: Do you talk about if there is a Radiometer culture or people talk about culture? [No, people talk about culture] Uhm …. I think there is a natural interest in in … in how how customers in other countries are [hmhm] uhm .. but it’s not what is filling most during lunch those those discussions [hm] but as I said in a very concrete project, it fills a lot [ja]. But I wouldn’t, you know, I think that Radiometer has a natural good level of dealing with cultures [hm]. It’s not like they’re talking about it all day, but they have they know that we are an international company. [hmhm] That’s for sure. [ja] We know that. [ja, ja]
Q: Okay, do you have any questions?
A: No, I’m okay. But uhm so what’s the final result going to be?
Q: I don’t know yet, because I have to do [A starts to laugh] the analysis. [That’s good.] The final result will be something about finding out where are cultural issues important, why do they play a role, do they play a role, how are they conceived uhm more as a problem, more as a challenge or more like this is something curious, I wanna do that? Just to kind of, I don’t can do this by just from 12 people or [no, no, no] but it’s a little bit like seeing, okay this is a global company if you look at Radiometers homepage, this is a global, international company, then culture of course does play a role [ja] so kind of, are these people aware of it or does it play a role for them.
A: Ja, I think people are very much aware of it [oh ja]. I think you can do some awful mistakes if you ..[ja] if you don’t uhm treat that subject seriously [hmhm]
Q: Ja, you can. Okay, well thanks for your time. [Shaking hands, I start and it feels a bit like he wouldn’t have shaken hands for a good-bye]
A: Thank you very much and I am you know if you need to call me if you should have additional questions [handing over his business card] [Well, I know, you’re busy]. No, no it’s not, it’s just today it’s been crazy. [Okay] But feel free to call me if there is anything. [I will do so, thank you] Good luck with your thesis. [Thank you]

Interview transcript Interviewee I - F

The interviewee shows up over 15 minutes late. I had to call Vibeke (my contact person) in order to get hold of Interviewee F. Interviewee I ran late because of a mix-up of appointments. There has been the suggestion from Vibeke to make it a group interview instead, since both Interviewee F and Interviewee G may run late. I agreed to that and said I would wait for either one of them or both to show up.

A: Hello.
Q: Hello [slight laugh]
A: My name is Interviewee F and I’m so sorry. I mixed up time that’s why I am a little bit late.
Q: Ah, no problem. I also have just realized that it says here [pointing at the scheduled interviews] one o’clock. So no wonder that you’re kind of mixed up. [okay] So, no problem. I think Vibeke is trying to find Interviewee G as well
A: Okay, so it’s a group interview?
Q: It’s not supposed to be, but if that’s the only way you can make it, then it’s ok, it’s ok with me. So.
A: No, for me it’s not [so, it’s ok?] a problem. [Fine!] Because now I finished [okay] the rest of my stuff [okay]
Q: Well, so let’s have a seat. [sitting down] Do you want some water maybe? [No, thanks] Okay. Well, to just have this here right scheduled: Do you have till three o’clock or do you have one hour?
A: Up to you.
Q: Okay, so I think it’ll be till three o’clock, because if Interviewee G is scheduled from 3 to 4 so that we don’t have any problems. So, let’s see.
A: But if Interviewee G has some time problem, then we can interrupt and continue after.
Q: Ja, okay. You are very flexible. [I’m trying to.] Thank you. [Q slight laugh] First of all I want you to know that this is totally confidential, so, neither names nor your position nothing will be named in my thesis.
A: So I can say everything?
Q: You can say everything you want to. [Good] And is it ok with you to be recorded [A nodding] Okay, wonderful. Now, I will tell you just a little bit about the purpose of this thesis, it’s uhm about cultural understanding [hm] and culture at work places. [Hm, I read your Email] Oh, you did, good, perfect. And before we start, do you have any questions?
A: Why do you think that Radiometer has a problem in the first place?
Q: Uhm I think the might have a problem because I know two people working here [okay] and I know from other projects that we did with other companies that sometimes .. not sometimes that there actually is a problem [ja] but it’s not really realized [okay] or addressed [okay] so, [ja] maybe you don’t have a problem that could be nice to find out [Q giggling]. Okay, could you please tell me a bit about yourself, your background and your area of responsibility.
A: Uhm my background, I’m Georgian [hmhm], country Georgia [hmhm] uhm I’m here for the last 15 years [hmhm] in Denmark [ja] in Radiometer for [A repositions his chair] since 2000 so it’s 9 years [okay]. Uhm my background is physics I have a masters in physics, biophysics [hmhm] and then uhm doctored in biochemistry [ja]. But all this time I worked in medical institutions [ja] in the labs and another line of my [16:22?] I was working in the Ministry of Health parallel [hmhm] as a manager for medical devices [hmhm] plus I worked a little bit here in Copenhagen for the World Health Organization [okay] Health Economics [ja]. So, a kind of strange mixture of fundamental science and practical management and uhm health economics and health care management. [okay] Here I’m uhm …. I’m working basically for the so-called International Sales Division [hmhm]. So, in Radiometer we have headquarters here [hmhm], subsidiaries let’s say in US, UK, Germany [hmhm] and what we call the rest of the world [Q slightly giggling] which is 100 countries [Okay] where we have local companies [ja] representing Radiometer [17:14?] these other principles [hmhm]. So, they are buying from us, they are selling to hospitals [ja] So, and what I’m working with is then marketing support [hmhm] but it’s not so much marketing as uhm support. So, if they have problems [ja] which they are getting from hospitals [ja] with our instrumentation or presentation of results [ja] we’re trying to answer here, or when I’m traveling [hm] I’m kind of presenting on conferences, training and training distributors [hmhm] this kind of activities.
Q: So that actually means, you are in contact with other people [100 countries] in 100 countries actually [ja]. Hopefully they don’t all complain. [Q starts to laugh]
A: They complain a lot.
Q: Who doesn’t? No. [Q laughing] Would you say it’s on a daily basis [ja] that you contact with them [ja].
A: Sometimes during the night, because we’re talking in different time zones [ja] and uhm many distributors have my mobile, so, if they’re in trouble which means they might be in front of a customer [hmhm] with a none-working instrument or whatever [ja, ja] they may call, it’s not often.
Q: It happens?
A: It happens.
Q: Ja. Uhm all this conversation that you then have, is that in English [hmhm] or do you speak different languages?
A: Oh, my first language it’s Georgian, but it’s useless outside of Georgia [okay, it really is?] Ja, it’s not known outside of Georgia. I’m bilingual, so next language is Russian [hmhm] and English. [hmhm] And I can follow a little bit Danish but I cannot really speak [okay].
Q: So, also on your daily basis you will speak English to .. to your colleagues [Yes] or do you try in Danish?
A: Yes, English to my colleagues, [hmhm] but they uhm can speak Danish and I would understand about [hmhm] 80 percent if I know the subject [okay].
Q: Uhm, in these situations when you have contact to other people let’s say, is this mostly on the phone or [A clears his throat] do you also have videoconferences, or teleconferences do you take part in that or is it mostly face-to-face, Email contact?
A: No, no, not that much videoconferences [hmhm], it’s mainly uhm Email [hmhm] and uhm phone. So, sometimes it’s easier to solve a problem over the phone [hmhm] before you write a long Email [ja] where you need a lot of qualifications [ja] it’s better to phone. You can better [19:49] stuff out by phone call. [ja]
Q: Now you’ve been working with this subject for quite a long while [ja], uhm have you ever had or experienced where there was a meeting or a phone call where there was a lot of problems?
A: Ja, very often.
Q: What are these problems?
A: Ranging from pure psychological attitude, and irritation [hmhm] down to a few technical [hmhm], or lack of knowledge, or [hmhm] lack of training [ja]
Q: So, actually when people call you, you have no idea what this could be about [no] in the very beginning? [no] I could be anything? [ja] Ja.
A: But I’m supposed to solve the problem [Ja, okay] [Q starts giggling] I’m paid for it. [Yes] [Q laughing out loud]
Q: This might be a little difficult, but do you imagine a situation, a concrete situation and could you tell me how you solved that problem?
A: [3 sec silence] Uhm … we had one … quite interesting case in Korea [hmhm] .. you know for medical devices in many countries you need a registration [ja] in health care authorities. [hm] There are different procedures for registrations, but Japan and Korea copied them and they are the most complicated [hmhm] they are asking a lot. And we were registering one of our instruments [hmhm] and usually it’s done more or less by Regularity Affairs [hmhm], but in this case it was complicated. So, as I was dealing with this country, they asked me. One of the problems was that actual uhm … authority which had to do the test [hmhm] some technical lab [hmhm], they didn’t speak English [oh]. So, communication was via our distributor who has translated our questions, passing there [okay] and … back. [ja] And of course we are interested in uhm quick registration because then you are allowed to sell [hmhm] So, that registration-part is lost time. [ja] But they were asking a lot of questions [hmhm] a lot of very very tiny technical details uhm and we were answering. These answers caused a lot of extra questions [hmhm] they were asking, so, finally we closed this case within one year, which is a long time [ja]. Although sometimes in China it can take three years [really?] China is complicated as well. [hmhm] So, at some point they asked how we are testing uhm this equipment in the factory [hmhm]. We told them that for testing we have this test equipment [hmhm]. Then they asked: Can you send us this testing equipment in order to test ourselves [ja]. And having some experience already with them, I told that, but how then you are sure that our testing equipment works [Q slightly giggling] then you will ask about testing this one. [Okay] They told: Yes. [ja, ja] And I asked, if it’s not easier if you send us your requirements [hmhm] and we will tick mark [Yeah] if we comply or not comply [ja] and uhm it was a good question from our side, because they had none, they didn’t have any requirements [oh, that’s interesting] And then ok, we asked where these [ja] questions [ja] come from: Oh, we are reading your manual [ooh] and line by line asking these questions. And uhm as this was no way we could precede this way [hmhm] I told: Would it be ok with you, if we would create a special Korean version of the manual and remove [ja] this page [hmhm] from .. it. They told: Yes, if you promise to don’t send any manual with this page in [ja], it was a page about safety and so on, [ja] and never kind of promote [hmhm] this part, then it was ok. So, if we had had an idea, we could have done it from the first day [yes]. And so, this is not a very typical problem, but [hmhm] uhm
Q: But it was a very time consuming?
A: Time-, energy consuming, creating graphs for them, putting this data in a form they wanted it [yes] and so on. [yes, yes]
Q: Now you changed the way of doing this in Korea, or
A: Yes, now we know what they [ja] are usually concerned with, so [hmhm] we are very careful in communicating [hmhm] data with them [hmhm].
Q: This actually means you had to learn through experience [yes] there [yes, many things, yes] is no way [there is no way] no, of knowing beforehand?
A: And when I’m saying that psychological factors are included, [hmhm] is uhm if you are talking about Asians [hmhm] for me, I’m teaching in all those countries, the most complicated audience is Asians [okay], because of their behavior, they are all external very polite [hmhm], because they uhm fear of loosing face in front of each other [ja]. So, it’s very difficult to involve this audience in interactive [yes]. They are afraid that they will ask stupid questions and [ja] others will think [ja] this way. So, in this case I felt uhm that, this authority [hmhm]. They understood also that this was going nowhere; they cannot loose face and say: Okay [ja]. So, they needed some way of getting [ja] out of this situation and [ja] they accepted this [ja] for example [ja].
Q: So, you actually found the way out of
A: Yes, and everyone was satisfied [ja] with how to do that [ja]. I felt that they wanted to close [ja] this somehow [ja, ja]
Q: Their way of behavior, would you think this is due to personality or due to culture?
A: Culture. .. I think is culture [okay] uhm I think is the same with Japanese and Chinese. Either it’s a very big bureaucratic uhm mechanism and everyone feels comfortable following the letter [hmhm] the law [hmhm] and then they are okay, [hmhm] or it’s a national thing [hmhm] I don’t know them so well. [hmhm] [ja] [okay] and mostly because … to me the easiest ones are the East-Europeans and Latin Americans [East European and Latin Americans?] Yes, they are open and very [okay] I mean during presentations [ja] and teaching them, so [ja]
Q: Do you feel like their culture is more like yours? [Yes] Is it that? [Yes, that’s it, I think.] You know better how to handle [ja] that? Ja, okay. And you never had problems with Brazil, Brazilians [No] [Q starts to laugh] [They are one of the best ones.] Okay, concerning let’s say a meeting inside Radiometer, here in Denmark, [ja] do you think that culture here plays a role when you have meetings, when you just want to solve a problem, a task … in your experience?
A: Do you mean Radiometer culture or Danish culture?
Q: Ja, that’s up to you, how you interpret it.
A: Jo, Danish culture definitely plays a role mostly [how so?] mostly positive [hmhm]. People are open [hmhm] uhm they are saying what they think [hmhm], so, which is in most cases the right thing to do [hmhm]. But uhm also there are some negative things. Before Radiometer I worked in Serum Institute [ja] You know Serum Institute [Ja, I know the name, I don’t know the Institute] Okay. Well, it’s a big one and half thousand institutions [ja] and the Government Scientific Center is very big [hmhm] at least for Western Countries [hmhm]. In Soviet Union it was okay, but here it’s a very big one [ja], uhm … when I moved from there to Radiometer, I didn’t feel any difference, I didn’t feel that I’m now in a private company [okay, ja], although I had nothing to compare, I never worked for a private sector before [hmhm]. So, everything was kind of by the rules [knocking with his hand on the table]. Now things have changed; since 2004 Americans took over [Ja, Danaher] Radiometer and they changed a lot of things. It’s kind of more business-oriented [hmhm] now. But still uhm there are a lot of people … who think that uhm if they perform how they are supposed to perform, from here to here, [ja] then it’s okay and they have no desire to step [indicating with his hands a step forward] [ja, okay] uhm over. I think uhm the Danish attraction to uhm systems and processes sometimes is damaging [hmhm]
Q: How so? Could you give an example?
A: Example: At some point we had uhm [clearing his throat] uhm a cost-saving project [hmhm] So, our packaging department decided to change the supplier of carton-boxes in which we are sending things out [ja]. And we started to get a lot of complaints from uhm in my case from our distributor when they are receiving goods, these boxes are damaged [okay] in a way, so, they cannot stand uhm .. [the pressure] and uhm, I came from one of my trips and I brought pictures [hmhm] [indicating how he put the pictures on a table for others to see] pictures of damaged boxes and so on [hmhm] and I had a discussion here in packaging; I don’t realize what’s going on. [hmhm] They don’t .. “We don’t know, ‘cause everything is okay.” I told: How can it be okay? They told: This supplier [hmhm] of boxes is ISO-certified [ja] and they have claimed that the boxes can stand the same load as our previous [okay]. In a simply turn: the new carton was thinner [yes] Ja. And uhm we kind of called the supplier on internet [?hander 31:01], certificates are there, so boxes are good. I told: So, here is a picture. [yes] One of a many [ja], the boxes are not good. [ja] They told: yes, but the system works that way [knocking with his hands on the table] we cannot change anything. If they say the boxes stand, then they stand by definition [okay]. And it took quite a number of complaints from our distributors and it’s money for us, because we have to replace [ja, exactly] or the carrier has to replace [ja] and so on, [yes] to change [ja] something [ja].
Q: But you didn’t loose any customers … through this?
A: No, I don’ think so. [okay] Loosing existing customers is a bit difficult, because our business is secured by once you are buying a machine [hmhm] which requires a lot of consumables [ja] and the machine is very expensive [ja] so even if we are delayed in supplying with something, you cannot jump to another supplier. It’s only us, who can supply. [ja, okay] But you may have dissatisfied customers [hmhm], which I have experienced many times [ja] and that’s not very comfortable [Okay].
Q: So, if I understood you correctly, then it’s that in a Danish way [hmhm] kind of that people really believe in the system [Yes] and there must be a lot of facts before [Yes] things are really .. ja, okay, ja.
A: A lot of facts or a really angry manager, [yes] then it comes forward
Q: But you had actually prove, you had the pictures, so
A: Yeah, they were pictures before and after [ja] uhm but I mean it had been accumulated this case to be serious stuff [ja]
Q: Okay. Since you now have to engage with a lot of people that have different backgrounds [hmhm] what do you think, which skills do you have to have or which skills is it that you need on a daily basis to make a conversation a fruitful conversation, to have a good outcome of the conversation?
A: Uhm conversation with my colleagues or with
Q: With your colleagues with your customers, ja whoever …. Is there a difference you would say between a conversation with your customers or your colleagues? Are there different skills you need?
A: Yes, [ja, okay] probably. With customers you need to uhm have knowledge [hmhm] of different subject matters, expertise [hmhm] uhm …. Cultural sensitivity, because different countries they behave [hmhm] I can give you a simple example [hmhm]. One of my distributors asked me about one of my Danish colleagues that is he generally angry person? Not that I know, no. He is okay. [hmhm] uhm and the reason was very simple. Let’s say in the Middle East when somebody calls you, you know, the first question: How are you? [hmhm] Very often they are asking: How is your family? [ja] They have no idea about my family and I’m asking the same: Thank you and how is your family? [hmhm] and so on. It’s just standard start of [ja] procedure. [ja] When they’re calling, my colleague: Hi it’s me. They’re asking: Ah, how are you? And so on. “I’m okay. What’s your problem?” [hmhm] So, it’s a very small thing [yes], but uhm .. [has quite some effect] ja [if you don’t know that] ja. Or, the same with Emails. [hmhm] In many cases you need some introduction [ja]: Hi someone, hope you’re okay [ja] and business is going good and then going on. It’s just one sentence which kind of loosens up things. [ja] Scandinavian style is uhm when I’m getting Emails from Sweden or Norway [hmhm], they say: Hi, can you confirm this? [Q giggling: Ja, straight to the point] Ja. Can you answer this question? [Q still giggling] burum [sound by A indicating that questions are just asked straight away].
Q: I know what you mean, because I also had to get used to it. I’m not Danish [hmhm], so I will always have kind of two lines about something whatever [hmhm] It’s really like getting rid [ja] of those two lines and getting straight to the point.
A: And uhm I think it’s an illusion that you are saving something [ja]. Maybe you are saving something in Denmark or Nordic countries [hmhm]. But uhm .. you are loosing more without [hmhm]….
Q: How did you actually find out about that you have to have these two lines; that you have to ask about the family? Was it like through experience or did you read up on this?
A: No, through experience uhm and then uhm my own culture is closer to South Europeans like Italians, Spanish, Portuguese [hmhm] It was kind of normal for me [hmhm]. Even, in my country if you meet uhm kind of someone for official business you aren’t asking about family. [hmhm] But if you’re meeting someone you know you’re asking about it. [ja] so, it wasn’t such a big surprise. [ja, ja] there are some small things, for example when you are giving business card to somebody [ja] you cannot use the left hand [okay] in Middle East, because the left hand is used for cleaning purposes. [ja] [Q starts giggling]Yes. [No, you don’t want to do that] [A slightly giggling] Small [ja, small things) Ja.
Q: Since you know these things, do you actually write them down? [no] Or give it to your colleagues if they might not [no] have this experience? Okay, all your knowledge about culture then is kind of kept to you? [No] Not that you want to, but kind of by accident?
A: I’m not sitting in a separate office or so [ja] so, if someone wants to learn [ja] and they are learning. [hmhm] And we travel sometimes together [hmhm]. But uhm … if you look we have so-called sales managers [hmhm] here in international sales division which are responsible for a group of countries [ja] let’s say someone from Middle East, someone from ..[ja] former Soviet Union and so on and uhm they are also kind of have an cultural understanding [ja] because otherwise you cannot work [ja, exactly]
Q: But all this understanding actually is through experience [ja] it’s not that you, in the evening before you go somewhere you look up, okay so how is business done in New Zealand for example?
A: Uhm no .. sometimes initially when it all was new for me [hmhm], and from the beginning I was traveling a lot, when I was going to a new country I was going on the internet [ja] and was looking up if there were any special things [ja], like in some countries it’s preferable to wear long sleeves [ja] even for a man [hmhm] uhm internet is quite a good source, it gives you an idea about uhm [hmhm] business practice [ja], is it formal or informal [ja] But uhm [okay] then with so many years I know basically more or less ..[Ja, now you do, one can say that.]
Q: Okay, If you now would meet somebody from a country where you have never met someone from before, how would be your first feeling about engaging with this person? Would you be a little bit nervous, excited, and curious to learn something new, new people?
A: No, people are basically the same, if you are kind to them, [Okay] they are kind to you. [Yes] Small jokes, [ja] smile [ja] [Okay] but it’s nothing I learned here at Radiometer. [no] ..
Q: Would you say, it’s part of your personality?
A: Ja, I think so, personality [ja] plays a role. [hmhm]
Q: Before you actually started working in business or in the private sector, you mentioned that before, did you already had a feeling that you’re quite good at interacting with [ja] people?
A: I was good from uhm school [ja] school days. [ja]
Q: I don’t know much about Georgia to be honest, sorry. But would you say that there are many different cultures living in Georgia? [ja] That might have
A: In the capital I think in my school times there was 84 nationalities [okay]. Not represented in equal numbers [no, no, but] yes. That is because it is at the cross-roads of East and West and so on [ja, in the middle of Europe one could say] yes actually
Q: Do you think this has helped you in [ja] adjusting [definitely]
A: I think now having seen many other cultures that one, and maybe I’m fortunate and they think that all Georgians are good, is communication, and time spending, partying and drinking, and all this stuff [hmhm] [okay] [Q giggling]
Q: Ja, one question I do have: Let’s picture you were sitting in a meeting with several people [hmhm] and at some point you would experience that the conversation doesn’t work out as you want it to be [hmhm]. So, there would be like negative emotions [hmhm], something [A clears his throat] Would you actually try to get the conversation to go on a level again where it works? [ja] Or would you just let it go and then take it later on?
A: Uhm .. depends, I have this kind of situations here. I’m always for uhm soft solutions [hmhm] where everyone kind of is getting his piece satisfied [hmhm] and uhm so. But sometimes there is principles. If I feel that this issue is kind of black and white [ja] then I don’t compromise independently of uhm [hmhm] in the meeting of feelings and so on, which doesn’t happen often [ja] but sometimes. [ja] … Uhm ..Talking about that, now I’m thinking about a Danish company, Radiometer culture, what I noticed is very different in Denmark [hmhm] on this job and other jobs [hmhm] is that if someone is appointed for a position [hmhm], not necessarily management position it can be some responsibility [ja]. So, for example I’m your manager [hmhm] and I’m telling that: From tomorrow you will be responsible for cleaning of these chairs for example but in a professional way [ja], I was amazed that nobody from the appointed ones doubt their ability to do the job, [okay, ja] because as I understand management by definition cannot make mistakes, and if a manager appointed me, I fit to uhm this position [ja, ja]. Uhm .. and uhm … sadly now of course like in any other organization we don’t have ideal and very professional managers, [ja] they’re good in some ways and bad in some ways [hmhm], and uhm it’s funny sometimes to see that people who have no knowledge and no qualification in this area, they are appointed as [ja] responsible and from the day one acting [ja] as uhm experienced professionals [ja, ja] in this area. [okay] And uhm as again in Danish culture it’s not considered bad that you don’t know something and ask [hmhm], they don’t feel uncomfortable to ask very, very basic questions [Yes]. It’s still to be responsible for it [ja], sometimes this surprises me [ja]. But, evidence based business isn’t going wrong, so, we are not broke [Q starts to laugh], so this motto works [Okay]
Q: Ja, that’s quite interesting. It’s true, you’re always allowed to ask questions. Ja, that’s very true. Ja ..
A: We had one course, two-day course, very bad one on my opinion, on assertive communication [hmhm], and this lady here at Radiometer, this lady that was performing [hmhm] she gave us a kind of check-list [hmhm] and uhm asked our opinion [hmhm], and it was things like [hm]: when I’m sick I have a right to don’t think about work …. Uhm blablabla [hm] and then it was: I have the right to make mistakes. And she asked each of us what we thought and everyone told that: Yes we agree with it [hmhm]. I told: I don’t agree. [hmhm] We don’t have the right to make mistakes [hm], we may make mistakes [ja], but we are paid for don’t [not to] not to make mistakes and putting it this way [ja] that I have the right [hmhm] .. but still I feel it is part of Danish culture [hmhm], people feel that they .. it doesn’t matter [ja] .. mistakes [It can happen] Right, I have the right.
Q: Have you been the only one actually [ja] saying: no. How was the reaction from the others? [uhm] How did you experience that?
A: Oh, they felt uncomfortable, [hmhm] but they uhm didn’t have any arguments against mine. [hmhm, ja, okay] No, but I’m sincere [ yes]. I think we are paid to do our job [yes] and you know [ja] not to make mistakes. [ja]
Q: It’s it’s maybe it’s a Radiometer thing, because I also made a project at another company, a Danish company, and one of their main visions is: Never ever make a mistake. We’re not supposed to make mistakes [ja]. So, there it’s quite opposite. [Ja, quite opposite] So,
A: No, it was only uhm Radiometer.
Q: Okay, well shortly switching the subject a bit more to culture: if you meet somebody, whoever, what is it that tips you of that tells you: This person might be from another culture? [3 sec silence] This may
A: How he looks like [ja] would be the first way to figure out by this way [hmhm] and uhm other from .. not my culture or other or just Danish or just [Whatever] Ja, first uhm external [hmhm] then uhm speech [hmhm] probably, and behavior; people smell differently, meaning not smell smell but uhm [ja] you get a feeling [hmhm]
Q: When you mean like behavior, what could that be?
A: Uhm [3 sec silence] for example uhm you’re walking together and [hmhm] he does something, I don’t know, open the door and allows you to go first [hmhm] [Q starts giggling: that never has happened to me here in Denmark] [Q smiling]
Q: Yes, okay. Uhm .. you mentioned speech is this also about like how
A: And dress-code [ja] dress-code, colors [ja, ja]
Q: So, actually many things that can be different?
A: Ja, foreigners are quite easily identifiable in Denmark, [hmhm] even in the street. [hmhm] because Danes tend to dress uniformly [hmhm] more or less [hmhm]. I didn’t notice before, but uhm very often we are getting visitors and I am accompanying them [hmhm] let’s say to shopping malls and so on [ja] and uhm you find that things are very uniform [ja] from shop to shop [ja, this was my first impression] I don’t know if you know Red&Green, it’s a [ja] .. so, once I went to Red&Green in Göteborg [hmhm] and the choice there was twice as much as in their main shop here in Copenhagen [really] ja [okay] and I was surprised [ja, it]. In spite the size of a country that’s difficult to keep stocks and so on, but I think it has to do something with the national character [hmhm] as well [hmhm], people want to be kind of averaged [ja] in externally in colors and customs [Ja, maybe even in behaving], in behaving too, ja [hmhm]
Q: Okay, uhm … let’s I don’t know your next meeting you will have or your next telephone-call you will make, [hmhm] uhm ..are there any, ja, what is it you consider before you call a person or before you meet somebody? Are there some certain considerations you take? Is it more the technical thing or does it also has to do with I don’t know something that could relate to culture?
A: [3 sec silence] Can you reformulate the question, because I [Yes of course, it’s a bit long one. Sorry.] yes. I’m going to do a phone call and .. [yes, exactly ]
Q: And is there something that you really concretely think about: This is what I have to have in mind, when I call this person in .. wherever? [hmhm]
A: Yep … for example uhm first of all, if I know this person, [hmhm] let’s say this case [ja] uhm … Hungarians [hmhm] they are very nice people but they have some sort to cultural points, [hmhm] they speak slowly and low ..low voice [okay, ja]. So, when I’m calling to Hungary let’s say to our distributors, [hmhm] I’m prepared, that this conversation will be [hmhm] uhm low tone [ja]
Q: Do you adapt to that, do you also [ja] like take your level down and [ja] ja [of course] even though, they know that you’re not from Hungary? [ja]
A: At least I feel more comfortable this way [ja] … but usually it’s two way you know [hmhm] a moment [ja] where they are trying [ja] to adapt [ja] as well.
Q: Of course, so you kind of like meet in the middle [yes] because you the Hungarians know that you are not from Hungary.
A: But if we are talking about our partners [hmhm] then most of all they’re sales people [hmhm] and sales people are always more adaptable [hmhm] because otherwise you cannot communicate [ja] with customers [ja].
Q: So, would you say like if you think about your production units here [they are], are they different?
A: Ja, they are different [so, they couldn’t do that job? Well they] They they would have problems. Not only in production uhm .. our R&D-people, [hmhm] they’re very nice but uhm sometimes uhm I’m surprised that they have no idea what happens outside in the outside world.
Q: What do you mean by outside? Outside R&D?
A: Ja, outside R&D [ja, hmhm]. Sometimes I have the feeling that they don’t understand that their salaries are coming from sale [hmhm] of the final .. product [ja, ja].
Q: So, would that also mean that if you go to lunch for example that the groups just stick together at lunch or do you mingle, what would you say is
A: Uhm, groups generally stick together [hmhm] but there are some people who mingle more [hmhm] some people less. Usually it’s in marketing .. people [hmhm] because by design they are more … communicative [hmhm]. So, but uhm if you look at production people they prefer to uhm [sit] sit uhm sit together [ja, ja]. But here in Radiometer I don’t see that there is any uhm specific problems with uhm foreigners. [hmhm] When I came here in 2000 end of 2000 [hmhm] there were very few [okay] but now there are quite a lot [ja].
Q: Do you have the feeling that everyone speaks English well enough so that all could communicate with you for example or other people that just arrived I don’t know maybe from the United States that have no clue of Danish?
A: Ja, we have one American, but he has started a Danish course now. [hmhm] Uhm it’s not a language, which is a barrier [okay] its’ uhm … [it’s more in the head?] It’s more in the head, yes, because when we have parties uhm it’s not a problem. [that’s good, that’s good to hear]
Q: Let’s see, we have just 5 minutes left.
A: And Interviewee G is quite a good example of uhm another culture [I don’t know where she] South Africa [I thought so, because I know someone from South Africa with a name like] She’s from South Africa and I know quite well this country because for two years I was responsible for sales there [hmhm]. So she is typical smiley [ja], funny, not complicated in communication [okay]
Q: So, it’s more like the customers you would like to work with?
A: Ja [Q laughing]
Q: Ja, last question since we don’t have that much time left: Uhm If Radiometer would like to enhance it’s cultural awareness, if that would be an aim, where should .. where should that actually happen, what do you think? Who should be responsible for it? Uhm .. which departments would you say would really need it or profit from it?
A: Cultural awareness? Uhm I don’t know. Most of the departments here they don’t need to communicate [hm] with foreigners
Q: So, it’s mostly sales and marketing?
A: We have this international sales division which communicates with the distributors [hmhm], marketing [hmhm] uhm and there is something called customers service which is actually some girls [hmhm] who are putting uhm orders into systems [ja] and who sometimes need to [ja] communicate and uhm here we had the problems because of some attitude of some of my colleagues [hmhm] we have some tensions [hmhm] with some distributors [ja] …
Q: And it’s just in writing that they communicate?
A: Not only writing [hmhm], sometimes phone. [ja] But it’s not so much cultural difference [hmhm] but more personal, personality [ja, okay].
Q: So, actually if when hiring people one could have a look like how they interact with other people, then you might think this could be
A: I think it’s difficult, difficult to uhm catch. [ja] It’s kind of difficult. [4 sec silence] Uhm I don’t know Danish cultural difference, Danes are very good in labeling … give labels [hmhm] ah .. uhm they feel more comfortable when everyone around has a label [hmhm].I can illustrate that: we got a new boss and uhm once he asked me to put some sales figures in Excel-sheet which usually I was not doing [ja] that moving figures and uhm then he told: F, you know it will be good exercise for you as well because than you learn how to deal with many numbers. [hmhm] So, his understanding of science which I was doing before [ja] was that: your are not dealing with numbers. [Q slightly giggling] So, he put his label [hm] and uhm he was kind of kindly telling me, now I will learn how to deal with number, because numbers is sales. [ja] And uhm as soon as you’re labeled it’s very difficult to ..[get out] get out or .. to get an extra label [ja].
Q: But he knew that you are a physicist?
A: Ja. But in his understanding …[it must be different numbers in sale] I don’t know, ja, ja. That was a funny point.
Q: Ja, okay. Did you make joke about that? [Ja] Did you kind of return that [Ja, of course] [Q and A giggling] Okay, well Interviewee G will come soon. Interviewee F, do you have more to say, or do you have a question?
A: It’s actually interesting what you will squeeze out of this information [Q giggling] I would find it difficult to uhm classify [hmhm]
[We talk a bit about how I am going to analyse it. Then I tell him that I am going to talk to many different people. He asks me whether he may see the list of people. I hand it over to him. He says that these are all people with a lot of contact across borders. He seems to be surprised that it’s not only foreigners I interview. [1:01:13]]
Q: But then as you mentioned you also get a bit more diverse, so actually inside Radiometer there are also different people working, and [yes] there are many different backgrounds [yes] there is sales ja, you actually kind of crossed the border one could say. You have this technical knowledge and uhm
A: Yes, this uhm brings us back to uhm this labeling [hmhm] thing. It wasn’t uhm easy [ja]. Because at some point I told that I am a little bit tired of this support job, so in parallel with this [hm] I would like uhm to have some countries for sales responsibility [hmhm]. And I told: Let’s give me the countries where we have zero sales. [Oh ja] So there will be nothing to loose. [ja] And there was a lot of objections. Sales is art and unless you have experience [okay] blablabla. I cannot get experience from somewhere [hmhm] [and there was nothing to loose] Ja, there was nothing to loose. [ja] And uhm I suggested to give me countries where even the travel of a sales manager was not justified by sales [okay]. So I told: Then I can travel and see sales part and also that education [hmhm]. It was very difficult to have this variation.
Q: That’s actually quite strange I think. Because now I just think about my husband because he is a chemist and did biotechnology and now nanotechnology [ja] uhm and the very new thing he is doing is traveling together with a sales person because that person has just a very faint idea about the technical stuff [hmhm]. So they go together and that is a very good combination because then all those technical questions they can be answered. [ja] And that is why I would say, this is so positive.
A: I had hoped so, but here it’s uhm Simon knows a lot because he has a commercial background [hmhm] and he worked here for many, many years. But Sven Erik he is engineer by education so it was easier for him [ja] to do the job. [ja] But here I don’t know, maybe it’s Radiometer culture .. a special one [schnallst mit der Zunge] I know that some people, my colleagues, felt uncomfortable that I could cover all range of Radiometer products [ja] and uhm because of .. I I thought that we are okay three people here [hmhm] and all of us [ja] have to cover [ja] everything. [ja] Maybe I’m stronger here, you’re stronger here but [ja] everything. [yes] And gradually during these years things were moved anyway this direction, so that I have this very narrow area of responsibility. You have this [banging with his finger on the table] you have this, [hmhm] and uhm [clearing his throat] when you look from a sales point of view if you need to promote something [ja], there is a difference between scheduling of three people [yes] and uhm one person [yes]. So, sometimes I felt that my Danish colleagues were uncomfortable that [you had] I am covering that. [ja, ja] But it’s not uhm nothing, nothing too important [no].
Q: Well, okay. Thank you so much for [You’re welcome]
[He asks about the thesis, it’s size and deadline. I answer his questions. At 1:05.41 he says:]

A: Ja, ja, I don’t think that we have any serious problems of this in this uhm terms [hmhm] here [hmhm]. And they are trying to do something in Human Resources. My managers once involved me in an individual Danish course [Q giggling] I never asked about. So. It didn’t work then because of traveling and so on. [ja, ja]
Q: And there is no course about like cultural training?
A: No, we had one. [okay] very good one. [hmhm] It was an initiative of or boss that time. She was Australian. [hmhm] And she felt that uhm we needed it. [hmhm] I think it was very educational, small details were there [hmhm] it was a Danish lady, but uhm residing in England [hmhm] it was a one-day course, but it was good. [ja, ja]
Q: Do you remember, was it on a voluntary basis or were there some people who had to attend? [No, it was fully] Voluntary, if you wanted to you just came?
A: No it was for our international sales division. [okay] Our managers thought, it was good for us. [okay]
Q: Okay, good. Thanks a lot Interviewee F. [Q getting up]
A: Your welcome [A getting up and shaking hands] You can always call me if something should come up.
Q: Brilliant, if you have time.
A: I’m using every excuse for not having to work. [Q laughing]
Q: You may have a nice weekend and [same to you] thanks a lot. Bye bye.

Interview transcript Interviewee I -G

Interviewee G runs very late. I make a phone call to the secretary in order to get the interviewee’s phone number. She says she will try to contact Interviewee G as well. I call Interviewee G and leave a message on the mail box. Interviewee G enters the room about 18 minutes late. I brief Interviewee G.
[Start-10:14]

Q: Uhm, first question. I don’t know anything about you [no] uhm could you give me uhm a tiny bit information about your background and your area of responsibility.
A: Yes. Uhm .. background. I was wondering, why was I chosen, but anyway, it doesn’t matter. [A and Q laughing]. I have uhm my personal background if you like, I have a South African mother and a Danish father [hmhm]. Born and raised in Africa different and I say Africa [you mean] in the correct context, yes, the whole, because we lived so many different places [wow], north south east west, Africa. [hmhm] Because my dad worked for Danida [oh, of course then you travel a lot.] Yes, so so we contract-moved, [ja] according to his contracts. [hmhm]. Uhm and then uhm ja then I came to Denmark and had to start High School [hmhm] [hmhm] or after High School, Gymnasium, [hmhm] and did my studies. I studied engineering [hmhm] uhm ja and then uhm so I did export engineering [okay] and that’s that’s a very diverse course, because you have both traditional engineering subjects [hmhm] and then you have the uhm commercial side [hmhm] and then you have languages [hmhm] and you have law. So, it’s a very broad [ja] broad course of education.
[11:44-13:46: She talks a bit more about that she wanted to do marketing but found out that it was too creative and that is why she started in a medical company and by accident she started to work with Regulatory Affairs and ever since she is totally thrilled with it and she enjoys it since it is totally diverse. One is in-house and out-house and she has a lot of contact to different people.]

Q: Now you mentioned that you have all this contact to many different people [hmhm] and ja, different levels [hmhm] and different level of education [hmhm] and background [hmhm] and so on [hmhm] what would you say, would is it that qualifies you that you can talk to them, which skills do you need, ..do you have some strategies you use?
A: Uhm I don’t know if it’s a strategy, but that’s my general approach to [hmhm] everybody, both professionally and private, [hmhm] I mean I’m really open minded. But of course at work I have like pffffhm .. My job is to secure A, B, C, D [hmhm] regulatory wise [hmhm] so, but it’s still approaching like authorities if they do have an issue with something we’ve reported and you can you can you can meet … you can meet authority representatives that are totally stringent and go like: uhmmmmmu [Q slight laugh]. And that’s also a quality to get them to be flexible and see it your way. [Q loud laughing; A joining in] So, then they’re like: Oh, okay I didn’t see it that way, so [Okay, how do you do that?] I do it by smiling [Q still laughing]. Everybody says that I remember, I remember my first regulatory manager here at Radiometer as well, and he says after then he goes: Interviewee G you have the ability that only a few people have. You get people to do what you want them to do without without either uhm commanding or or forcing people, you just use your charm. And I like: Ja, that’s the way to go. [Q laughing]. I mean it’s all about the ability to get people to see it from your point from your perspective [hmhm]. Why [ja] why you did what you did. Uhm and also and also [hmhm] it’s not only me getting them to see it from my perspective, but it’s also understanding where they’re coming from [hmhm] and uhm I think I’ve got, I have that ability [hmhm] that at the end I get things the way I want them. [ja] Because they understand what it is [ja] instead of me saying: It has to be A, B, C. [hmhm] So, let’s look: okay, that’s where you’re from [ja] and then take it from there and [A starts to laugh] then [ja] [ja]

[15:56 – 20:17: I ask if she normally would seek some information about the people she is going to talk to. She says no. Then she describes a bit more, what regulatory work involves. She points out that many directories are written down, but there is always room for interpretation. So, it’s about discussing the directories, the laws instead of sticking to just one way of interpreting it. Therefore, one of her skills is how to negotiate. And so far she has not ended up with an unsuccessful negotiation, meaning she has to believe that the final result is correct, “to the best of her knowledge”. In case she does not agree to a solution, she will always point that out very clearly, especially to the management involved in this part of decision making.]

A: And I have experienced that, because [hmhm] being again not only global, we also have the organization we have that we do have Danaher above [ja] us [ja] and even though like I said Cook [the company she worked for before joining Radiometer] is an American company [hmhm], Danaher is VERY DIFFERENT uhm [ja] they have a very different uhm way of managing [hm] or management than Cook did. [hmhm] Danaher it’s very [A starts to laugh] up down. So it’s I don’t think uhm this is just my personal opinion [ja, sure] I don’t it’s better now, but when they, the first time when I tried it and they got objections from people .. below them [hmhm] it was it was it was quite a bit of a shock, but [okay] now it’s better because they realized or they feel that you’ve proven your worth in some, somehow [hmhm] so now they’re okay with .. [objections] objections and discussions. [A and Q laughing] [okay].
Q: If you look at your daily work [hmhm] uhm .. do you meet a lot of different people [hmhm] or do you have a lot of different conversation with people like I don’t know, telephone, videoconferences, Email
A I haven’t tried video, but telephone conferences and telephone [ja] and and I also like .. personally I enjoy looking at people [hmhm], so in-house for example I do enjoy .. going to people and sitting there [hmhm] it makes everything. I’m I of course I use Email when there’s something, but I’m actually not a very big fan of Email [hmhm] because you can, it makes so much disturbance, noise [hmhm] so, I usually, and I think it’s just more effective, pick up the phone or go to people [ja] and then and then like can write an Email with the conclusions and then everybody has it documented.

[22:17 – 23:24: She goes on pointing out the disadvantages of Emails and the advantage of direct communication.]

Q: Have you ever experienced when sitting in a meeting for example with I don’t know people from different departments or people from uhm very different backgrounds or so, that there have been misunderstandings on how [yes] things should be done or
A: Oh, very typical and easily being being somebody brought up speaking English [hmhm] as English my first English is my first language [hmhm] and I learned Danish afterwards [hmhm] that is definitely I mean if you just look at uhm … that is just like a classic example: you look at an Email written by a Dane [hmhm] to an American or an English-speaking person [ja] and you look at an Email written by an English-speaking person written back, I mean if you just look in our department [hmhm] and you look at the Email [hmhm] I write to the competent authority versus the Emails written by my colleagues who are [hmhm] 100 percent Danish, full-blown Danish [hmhm], the wording [hmhm] and and that’s again cultural because uhm words like could, should, would [hmhm] are very rarely used in a Danish [hmhm] in an Email originated from a Danish-speaking person [ja] [ja]. Uhm and and Emails from if I take myself [yes] as example or another English speaking person [ja] they’re [ja] FULL with woulds and should. So you get the Danish Emails [hmhm] seeming so harsh and ‘ihuhum’ [hmhm] and commanding [hmhm] where else the [hmhm] English, I mean it’s still it’s not a question of would you, you know that, yes I have to do this [sure, sure], but it just sounds so much more polite. [yes]
Q: So, you are more willing to actually do that?
A: Yes, but the meaning is the same [I know], it is, but that’s and and sometimes, I mean because we discussed it, and [ja] it sounds[?] like: Why do they even bother saying would because you know you have to [hmhm] you have to do it. [hmhm] But then like: That is much nicer, I mean [hmhm] uhm … THAT is just much nicer and you’re more willing to do it, [hmhm] and the meaning might be exactly the same [hmhm] but it just makes it much easier. [hmhm] And I think in that sense you get you get oh miss, I don’t know if it’s misunderstanding but it’s just it’s just uhm funny how [hmhm] you can still use time .. discussing things like or or we’re like we also discussed uhm had discussions like: ja but why do Americans when they call you say: How are you doing, and they couldn’t care less [hmhm], and I like: … But how do you know, maybe they could but for them it’s the same as you say: Hello [hmhm], that’s just part of the “Hello-phrases” [hmhm] in American or English: Hi, how are you? [ja] And then everybody uses to say: Fine. Yes. I mean you’re not gonna go to your colleagues: I’m not doing so good today. [A and Q laughing] It’s just a figure of speech.

[26:30- 27:15: We talk a bit more about the perceived missing politeness in Danish language. I tell her that I feel the same since I’m not Danish either.]
A: And then also misunderstandings, well I’d say, it takes a lot more time to decipher information uhm [hmhm] when it comes from Japan and China and countries like [hmhm] that, but that’s because their English is not very good [ja]. But then again when you then meet up with other people [banging one hand on the table] and I’m not saying the English level in Denmark is very good [hmhm] but still they don’t have English as their first language, [hmhm] so they, [hmhm] I mean when I read a Chinese mail with the English level that it is [hmhm] [ja], uhm I can sometimes get something totally different from it than my colleagues can [hmhm] and then I go: Where did you read that? [Q laughing] But anyway … there are issues like that sometimes [ja] and that’s worked out by several different [hmhm] people reading the Email and I would say: Okay. But that’s also another thing I learned with Japan and Chinese or other countries where people are not very good at speaking English [hmhm]then you just keep it to the technical information and then it becomes a yes/no [ja] answer [ja, okay]. So, if this .. dididididit and then you just have to answer Yes or No. [ja]
[28:28 – 29:50: She talks more about this method, which safes confusion. And it does not make much use to call them because the spoken English in those cases is normally even worse than the written English.]

Q: Interviewee G , did you ever had an uhm let’s say an encounter with somebody very different from you, where you really felt like kind of misunderstood? [Yes] Oh, that comes just like [Yes] that. [Yes, yes] Could you give me an example? What was that about?
A: Uhm [deep breath] that is about uhm .. again I’d say but but it does occur at work because uhm .. but it’s more .. like I’m saying something and they hear something totally different. [hmhm] And it’s not being arrogant, [hmhm] when I say this, but at the end of the day I decide, that’s because they have their own issues, so, [hmhm] instead of hearing what I’m [hmhm] saying [hmhm] and listening, they hear it then it’s interpreted into a whole bunch of things in their own head and then and then it’s like stored as something else. [hmhm] Because when it comes out like: Uhm, I didn’t’ say that. [A and Q laughing] [okay] I didn’t say that. Uhm …. because again even though we’re working and everybody tries to be, everybody is professional [hmhm] there’s always the element of one’s own personality [hmhm] [hmhm] and .. and stuff that also [ja] so, so, so … and that’s basically, ja, if if if ja, the example is like more like: when is it critique and when is it when is it [hmhm] it’s help. [hmhm] And and critique it’s not always necessarily negative [hmhm] it can be [ja] very [ja] helpful sometimes and critique is not you personally [hmhm] but we’re talking about ..about work, I mean, it’s got nothing to do with you [hmhm] or your abilities but it’s got something to do with this area and maybe your lack of experience in this area [hmhm] but again, it’s got nothing to do with you as a person [right, right], but you as this function [yes] you do not have the … you just don’t have the competence at the moment [ja] within this area [ja].
[32:06 – 32:29: She points out that several people at Radiometer take critique personal.]
A: But that is nothing I can [hmhm] I can do anything about [hmhm] it’s something to do with themselves [yes] and their personality [ja] [ja]. And the ability to take .. [yes]
Q: So, you say, that’s a personal thing actually? [ja] Not a cultural thing?
A: Again I’d say it’s more ….it’s more ….. evident .. oh it’s more, I don’t think I get the same reaction from [4 sec silence] I mean, I worked in Africa for a little while [hmhm] while studying, but I don’t think I get the same reaction from [hmhm] I think it’s also very typical Danish, unfortunately [A starts to laugh] culture [hmhm], but it is … actually.
Q: Or might it be language related?
A: Also maybe language related uhm … also language because I mean, being brought up in Africa as well, both in English and in African languages [hmhm], we are and and that is … we are very open uhm and we are very direct uhm you tell it as it is, I mean in Africa when you come people go: Ooh how are you. Oh my God you’re fat. [To the reader’s information: The interviewee is somewhat overweight.] And it’s not [Q starts to laugh] and it’s in the nicest way possible. It’s not to be mean, but [Okay] I mean if you said something like that to even my best friends and they, my God they would die. [A and Q laughing]
[34:01 – 38:07: She tells that she always believes in humans as doing the best thing; people are not born to be mean. To her that means that she does not take critique personally, because “why should people be mean to you, they don’t even know you.” Moreover, she points out that her background with all that moving around made her very open-minded and as her husband puts it: You are brilliant at small-talk. She points out that she can talk to everybody. She learnt from school-days the technique of how to make friends and to quickly assess who could be good friends. There she also learned to not put people into boxes, which is something she hates.]

[38:07- 42:02: I ask her whether she might put people into boxes anyway, because due to bad experiences she might have had with for example the Chinese, so that she would say: Oh no, not the Chinese again. She answers that it wouldn’t be the Chinese in such a case, but the Chinese authorities on regulatory affairs. She goes more into detail about the submission process. She tells about the different Chinese people just in regulatory affairs in China she had to deal with. So, she takes everybody as a person, the country of origin doesn’t play a role especially in the light of Globalization.
She turns to the fact that even though she speaks Danish, she rather prefers to do her job in English even though many Swedes and Norwegian people expect her to understand their languages, because they perceive Radiometer as being a Danish company.]

Q: So they would actually presume because this is a Danish company [ja] and you are in Denmark [ja] that you are able to [ja] [ja]
A: So, that’s the that’s the only only provision I have, like could we please keep it in English [ja], because I just don’t know [ja]. Well, I do understand some but when it’s work wise, I have to really be [ja] sure what it is [ja] we’re talking about. So I have to have it in English so I don’t misunderstand anything. [Exactly because you .. if this is about really documentation [ja] you want to be on the safe side] Ja, ja. That’s like the only objection I make, because that’s exactly as you say [hmhm], they have the assumption that I understand Swedish and Norwegian [hmhm], because they are calling a Danish company, but I don’t, so I just tell them that [okay], instead of trying to decipher what they say [A and Q laughing]. I remember there was this .. like a Norwegian saying: But aren’t you in Denmark? [Q laughing] Yes. Don’t you speak Danish? Yes. And you don’t understand Norwegian? No. So …[Q and A laughing].

43:10 – 44:18: She furthermore points out that in her view many Danes do not understand Swedish or Norwegian either.]

Q: In general do you think that culture plays a role to your experience when you just sit together with some people and you solve a task?
A: [deep breath] [5 sec silence] Yes, but I’d say culture in the sense of company culture more than [hmhm] than it’s in [ja] in the individual’s culture [ja]. Uhm I’d say it’s more [clearing her voice] company culture in the sense is … like in the sense like .. Is it okay for me to speak or [ja] if were sitting in a whole bunch [ja], because there is a manager there and then there is a director there and then there is a specialist there [hmhm] and then there is a production person there [hmhm], and then like ah, there is an order you have to speak in [ja] or stuff like that [hmhm] and I think that’s [ja] that’s that’s [hmhm] that’s what more or that would be more relevant than as looking at the participants there [hmhm] who are they and I think …. Until … unless Danaher representatives are there, actually that’s the only place where [A slight laugh] it doesn’t harmonize with the rest of [hmhm] Radiometer I must say[hmhm], or that’s my again my experience [ja] [ja] [It’s about your experience], because if we just sit and do a lot of Kaizen [hmhm] here at Radiometer [hmhm] uhm and in the Kaizen we have representatives from [hmhm] all uhm areas of the company, [ja] production and all different levels [ja] and there are actually a lot of uhm different nationalities [hmhm], but then at the end of the day we all speak either English or Danish [hmhm], so you don’t actually know where people are from [hmhm] and that really works, but the only difference I experienced is actually when there are meetings with Danaher [hmhm] management. Then the whole house goes: ohh high-wire. [Okay] They do actually, ja, [ja]. Then it’s a big difference who’s from Danaher representative [ja] comes along [ja] and this is not in the sense of on audit, but I think maybe that’s who it’s perceived. Every time [hmhm] Danaher comes here, whichever .. whichever area they’re gonna look in or have meetings with [hmhm] I think everybody perceives it as an audit [okay] or an inspection of some kind. [yes]

[46:48-48:35: She talks a bit more about auditing is okay, but then she doesn’t know the agenda. Anyhow, every time when Danaher management is around, people behave like as it would be an inspection. Then she gives me a short intro of the company and the special position of Francis from Danaher who’s responsible for 14 big companies with Radiometer being one of them.]
A: So Frances is responsible [hmhm] like for 14 different sites [ja]. So, when she comes and her delegates and her group there, [hmhm] just just, I mean I go like: Oh Frances is coming we’re just gonna have a meeting and that’s uhm I mean everything is like: OOH and then I remember them: She is just coming for a meeting. [ja] I mean, [ja] uhm and that’s the only time I [hmhm] uhm … the company culture changes to [hmhm] something else than I’m used to. [hmhm].

[49:06-51:44: She tells me that she has met Frances several times and that she is not “scary”. They have been talking a lot of personal stuff. But: at the end of the day we’re all humans. But when Danaher comes, everybody is going into line and she felt it as a “shock”, first time she experienced this change when Danaher “first appeared”.]

Q: Okay, Interviewee G the last question or maybe second to last question, uhm … do you think that uhm or when you moved here .. to Denmark [hmhm] and your first day at Radiometer here [hmhm] uhm did you think that culture played a role?
A: Is that one of the criteria they used when the hired me, or just generally in the company?
Q: Ja, in the company but maybe also because ja .. you have different backgrounds and maybe you you .. [ja] they would like to have you because you’re not a Dane?
A: Ja, I’d say compared to other companies not not only those I’ve worked with but you know [hmhm], where you have friends, for a global company [hmhm] uhm [4 sec silence] there are actually a very few uhm none-Danes [hmhm] uhm yes there are Americans [hmhm] but they’re like brought in from other Danaher companies, [okay] but what I mean is like other companies I know of that actually go .. go and get uhm none-Danes [hmhm] and say: Yes, you’re an asset. This is really good. It doesn’t matter that you don’t speak Danish. [hmhm] In that sense Radiometer is still has like the aftereffects of being a very traditional Danish manufacturing company [hmhm]. So it is very … now, now, now, now Thomas is [A starts to laugh] gonna go: This is not true, from HR-side, [Q laughing] But I do, because I just know …uhm with our Regulatory uhm we were looking for a regulatory specialist, when was it uhm last year, [hmhm] and and just within the group everybody was like: It’s really important that they can speak Danish. And I like: WHY? I mean [hmhm] we state that all our documentation has to be in English [Ja, your corporate language is English, isn’t it?] But nobody is use, vag, [okay] They use English when when .. when uhm documents are prepared or issued, but Emailing and everything it’s in Eng it’s in Danish [okay]. I consequently write them in English, because when it is somebody else wants who’s English speaking [ja] then you have [ja] to translate the Danish [ja] or give them a résumé of the Danish [yes] [yes [yes]. So, I always write in English [yes], because then you can always forward Emails [ja] [right] whenever. But there are some people that that write in [hmhm] and it is true because there are many people been here in Radiometer for uhm yonder years [hmhm] so, uhm they’re so used to [hmhm] speaking and written Danish [hmhm]. So it is a chore for them to do it in English. [ja] But uhm if we gonna, if we gonna remain global [A starts to laugh; Q joining] company and if we gonna move forward, then we have to be able to say: Okay, [hmhm]. I mean as a regulatory specialist, I would not have … direct contact with production. [hmhm] And that’s okay, I mean, the directors and everything give allowances that you have local language [hmhm] at production level, where you have like persons seeing instructions and [hmhm] stuff and things like that [ja] and then it’s in your local language [hmhm]. Uhm but otherwise, I mean, as a regulatory specialist if I didn’t speak Danish, it shouldn’t matter, because then I can always [hmhm], but the problem is that we do have a lot of documents, old documents [in Danish?] in Danish and that would be an issue, yes. [yes] But I mean, that we would just getting a secretary to [translate] translate them, whatever, but it shouldn’t be a problem hiring somebody who doesn’t speak today but [hmhm] uhm so so there is still an element of it, [ja ] uhm again Thomas might disagree from HR-perspective that, living in it, yes, I still feel that [ja] that uhm much, I mean if we stood with .. an English speaking person [hmhm] and a Danish speaking person [hmhm] uhm with the same qualifications [ja] [ja], if you’d ask the department again [hmhm] not saying HR, if you look, [hmhm] if you’d ask the department [hmhm], I think that still today they’d choose [ja] the Dane anytime then then [ja], because ach, then it would mean speaking English in the lunch-breaks uhm [hmhm] and communication in the department would also have to be [ja] [ja] in English. I mean I think, let’s see there’s Richard and he’s … he speaks a bit of Danish but he is from New Zealand, but he [hmhm] was also, he started in Radiometer Pacific and then is like [hmhm] stayed in Radiometer [ja] and I think a lot a lot of the English speaking they’re not like new-hires [ja] from uhm I mean [totally somewhere else]. No, no, they’ve been in the Radiometer world [yes] somehow and then they’ve like being brought to Denmark [hmhm] but [hmhm] but in the sense and going out hiring none-Danes [hmhm]. In that sense yes, [ja] culture [ja] but I uhm I’m lucky, I can do both [A and Q lauging] [ja]

[57:12- 1:01:58: She points out that it has been a plus for her to be able to speak both Danish and English. She thinks that it wasn’t a plus though that she had a cultural different background. She got a telephone call from her husband, she did not take it. She points out that these changes will first occur over time, since Radiometer has a lot of employees that have been there for a long time. Then she points out that Danish culture isn’t very open so it might be hard for Danish companies to attract and keep on to its personnel. Then she gets a second phone call from her husband which she takes this time.
After having finished the call, she continues talking about Danish culture by referring to something she has read or heard about an IT-company that had problems recruiting skilled personnel which is why they hired none-Danes as well. These people experienced the Danes as being very closed since even though they had given a house-warming party where many of the colleagues came by, “They hadn’t had one invitation back.” [1:01:48] She repeats that once more.]
A: And that’s what we’re saying, the Danes were like really really long because yes you had interactions with Danes and people when you’re at work [hmhm] but as soon as it is 4 o’clock, zoom, all the Danes have disappeared, and [ja] nobody like [ja] [ja] and I totally understand that uhm their perspective, because yes uhm that is uhm typical [hmhm] Danish so. I think also if you’d ask the department, people like: Oh the trouble, the efforts of having a foreign [ja] uhm [ja] in the department [ja]
Q: So, it wouldn’t just make the workday more complicated but maybe they would also feel: Okay we might should have some private contact on the [I don’t think] Danish side?
A: I don’t think that they would even feel obliged to [okay]. I don’t think so. [well, ja] But really, I don’t think so. [ja] And again [ja] it’s not, if we go back to the Emails, it’s not [no, no, it’s not rude] I don’t think it’s [ja] meant to be rude it’s .. it wouldn’t even occur to them [hmhm], it’s like: Uhm, do I have to? [A starts to laugh] Really, were you really expecting me to invite you? Oh. [ja] uhm [ja] I don’t think it would ever occur to them. [ja]

[1:03:20- 1:10:00: She tells me that she in comparison to the Danes often invites visitors from other daughter companies into her home, so that they can learn a bit about Denmark. But it’s also fun for her. But the Danes don’t understand that at all. Moreover, if she’s abroad, she would invite herself. But abroad they are also very good in inviting her to their home. Then we talked about whether she misses Africa and she says that she goes back a lot, but mostly to South Africa.
At the end of the interview she talks about her job that you have to have a strong backbone, especially concerning meetings with R&D and marketing. We end with having a lot of small-talk about our husbands and thriving on interactions with other people.
Somehow, we get back to work-related discussions and she says it’s so more effective to talk to people personally]
A: I thrive on [ja] that interaction with people [ja] [ja] [ja]
Q: So, that’s also like totally understandable [ja] for me that you rather would got to some people and speak to them in person, [yes] before you send this uhm [Email] Ja. [yes]
A: But uhm .. just just for the record [Q starts to laugh] I mean, I do sent Emails but it’s just I think activities for me anyways [ja] it’s much better just taking the time and walk to them or taking the time and pick up the phone [ja] and call them [ja]. And it doesn’t always have to be a formal meeting [ja]. That’s another thing that’s awful: oh God, because so many meetings [Q slight laugh], it doesn’t always have to be like a formal meeting [A slight laugh]. Uhm it can just be 2 minutes spent at a desk [ja]: Ah fine. [ja] Or, you know: Okay, we need to include more people [hm]. And then you can do the formal meeting. [ja]

[1:10:53 – End: She one more time points out how in her view Emails are quite in-effective and may lead to a long Email correspondence. We talk a bit about SMS as well and turn into a more private conversation before we say good-bye.]

Interview transcript Interviewee I -H

[0:00 – 1:39] Briefing of the interviewee.

A: Basically we have three different areas at HR. [hmhm] First we have uhm my team which is recruitment [hmhm] which is branding [okay, interesting] uhm, then we have compensation benefit [hmhm] and then we have competence development [hmhm]. So basically I get all the people in [hmhm], make sure that the company is positioned in the eyes [hmhm] of applicants outside and inside I would say [hmhm], and compensation benefit takes care of all the processing of salary [hmhm] and creating benefit programs and adjustment of salaries [hmhm]. uhm in competent development take care of doing all reviews and appraisals, courses and training and things like that [ja]. Uhm we are three HR-managers, actually we’re only two, because the third one is the same as the VP of HR [okay]. So, we also have a HR-partner responsibility so we divided the organization between us [hmhm] and we try to nurse them. Uhm most the time it’s more reactive [hmhm] because we’re only two [ja]. So, it’s more going after the problems and trying to fix them [hmhm] if it’s doing exit interviews or if it’s [ja] a matter of participating in dismissals [hmhm]. So, very few is more proactive: What can we do for you? [hmhm], and bench-marking [hmhm] and have fun and teambuilding, so it’s not a whole lot of that. [okay] It’s more trying to get uhm [ja] keeping the puncture in it.

[03:30- 07:25: He talks a bit more about not having time and people enough to do some proactive things. I ask him about what competences they do develop. He answers that it is about engineering and technical stuff. But also he has to take care of the compliance training which is compiled by basically “American courses”. Moreover, they have DBS courses, which are mostly about business: How do you run a Kaizen for example. But they also offer courses on e.g. Word and Excel.]

Q: Now, if you think about your daily work [rearranging himself on the chair] which role does culture play? If any?
A: What role culture plays? [ja] [3 sec silence] Big question .. [Short exhale] everything and nothing. [hmhm] Uhm … culture is the .. the kit that kind of holds everything together or [hmhm] maybe it’s the foundation [hmhm] … if .. if I think about a job interview for example [ja] one of my checkpoints is, is this a potential cultural fit or misfit [hmhm]. You can, you can instantly see if someone .. or you cannot instantly see, but you can after a while [ja] you can have a feeling if if [ja] this is going to be a cultural fit. [ja] Assessed by historical facts of course this person has done something similar then it’s in the right environment [hmhm]. If this is someone that comes from a very uhm entrepreneur [hmhm] uhm environment [ja], it could be difficult to be in a lean company [ja] where things are not going as fast and [clicks 4 times with his fingers to indicate the pace] [hmhm] as other companies [hmhm]. So, we are we are in in a very lean company and and [ja] very process driven and [hmhm] we don’t take a lot of chances, so if if [hmhm] if it’s someone that is [hmhm] … really happy about taking risks [ja] and moving fast [ja], it could be [ja] a cultural misfit [hmhm]. So, that’s one of the things that’s really required if you want to be uhm .. happy in a job that you can fit into the culture or [ja] or you can have a job where the culture meets, the culture’s not …. the same [hmhm] in all departments [hmhm] that’s obvious. If you go to the production facilities [hmhm], they have a different subculture. They don’t uhm … I think it’s safe to say that they don’t love Danaher the way that other people do [hmhm]. We have these uhm yearly uhm surveys [hmhm] and uhm last time we did it I remember that some of these, especially [?09:51] came back with their question book or answer book and gave it to me and said: That question there is so stupid. [Q slight laugh] Why do I have to answer if I’m proud to work at Danaher? [hmhm] They don’t [ja] have a relationship [ja] to Danaher at all. [ja] They have a relationship to the production facilities and their colleagues [ja] and [ja] that’s [ja] that’s their their home turf [yes].

[10:18- 11:06: He points out that people with more contact to Danaher may be proud on Danaher. Moreover, he one more time points out that there are a lot of subcultures within the company.]

Q: Okay, now you mentioned in relation to … ja, to your job, that you do have talk to people from different cultures like from production or from marketing and so on [hmhm], and obviously also like people from different nationalities [hmhm] uhm what would say in your opinion what skills do you need to be able to do that, to have a fruitful and successful with people ja across cultures [A slight laugh]?
A: Uhm [3 sec silence] I think one of the things that’s important is that you … you try to uhm …not have an opinion [hmhm]. Of course that’s difficult [ja] but I think uhm the tough part is maybe to wait .. having an opinion [hmhm]. And that’s probably that’s not Danaher and that’s not Radiometer I’m talking in general actually [ja] we are so used to having to make decisions [hmhm] very snappy [hmhm] that we form our decision to early and then that decision blocks out the ability to actually see other [ja] opportunities but we just, it’s posed so many [ja] so much information during the day [ja] that we can’t effort to [hmhm]or we just can’t cope with it, we need to make a decision, get on, next focal point [hmhm]. So, I think that’s very difficult [hmhm]. Uhm … and uhm [3 sec silence] and that goes for this organization too [ja]. And then you got to fit in. You got … if you turn that .. 180 degrees [hmhm] people are gonna be having the same problem with you [ja], so, so if they if you do something that causes them to make that [clicks with his fingers] decision very quickly [hmhm], then they’re not gonna to listen [ja] or they have made their decision, so [hmhm] facilitating it and actually doing it yourself [hmhm] in your brain [hmhm], that’s the tricky part [ja] and if you don’t you’re not gonna be communicating [hmhm] together [hmhm], you’re just gonna be talking [ja] and that’s not good [ja]. But uhm we do that every day [hmhm] and then listen: What have we here uhm, [ja] but so uhm that’s just basic communication skills [ja]. And in a cultural diversion environment it’s just even more important. [hmhm]

[13:53 – 14:59: He talks a bit more about communication to friends who he thinks are more or less like oneself. He talks about children and how he talks to them to persuade them to do things, they don’t really want to do, like brushing teethes.]

Q: Now you mentioned that you kind of have to find let’s say the same level of talking and so on, do you find that more difficult with people from other nations, or nationalities than with Danes?
A: [deep breath] That would be [4 sec silence] I don’t think that you can actually .. draw a line that sharp [hmhm]. It has a lot to do with peoples’ motivation [ja]. So, I don’t think that Danes is necessary more open or more closed than others [hmhm].Uhm … [ja] .. and in the situation where I am [hmhm] people are usually fairly open to talk to talking [hmhm], So uhm [hmhm] it’s of course there’s nationalities that where certain rules apply [hmhm] in communication [hmhm]. Uhm … and you have to follow these rules of course [ja]. Danes y … with Danes you follow the rules that you’re used to [hmhm] since I’m a Dane [hmhm] so it, of course it’s easier for me to match [ja] communication and traditions [hmhm] in the way that you do stuff [ja] than with another culture that I’m not .. where I don’t know the uhm subtleties [ja] and then uhm. But generally when I talk to people they are motivated to do that. There’s a purpose for it [ja], so maybe you stumble over some other rules and they know that and we’d just go on, so [hmhm]. So, the problem probably lies within me, if any.

[16:44-18:55: I ask if he would try to find some information about somebody applying from a country he has no idea of. He said he probably would if he had the time. But he has not done that hitherto. Normally he tries to find a benchmark concerning his job interviews. He talks about dominance factor and other assessment measures for personality traits. But he also has a kind of soft-filter in his head telling him, that if he deals with a Latin American, things may be different. What he has to expect is learnt by experience.]

[!8:55 – 22:17: I ask him what he would do, if a conversation at some point would not go on in a fruitful way. He tells me about how he structures his job interviews and how important “building rapport” is including finding the right communication style and level in order to get that information out of the applicants he needs. He often starts with a 5 minute small talk. But he also breaks report, to see how the person reacts under a bit more pressure. He has also lost people in conversation, but it’s a lot about chemistry as well, and if the chemistry is missing then all the theoretical tools of conversation such as report, mirroring and falling into the same breath don’t work.]

Q: And when that happened did you think that these people really were like .. I don’t know like uhm how can you say .. totally culturally different [no] then your way of being, like your Radiometer way of being, your personal way of being or your Danish, whatever that might be, way of being?
A: I don’t think that much of I mean … culture doesn’t .. I mean [3 sec silence] except from the uhm cultural fit [hmhm] [ja] element [hmhm] as one of my check marks [ja] I usually don’t think that much of [hmhm] of culture [hmhm] uhm Danish uhm Ethiopian [ja] whatever [ja]. I think about more on a corporate [hmhm] level [ja]. So, I would I would not say: well this is because this person is from Africa or South America [ja], I would [ja] I would look at it as a missing corporate fit [hmhm]. So, it doesn’t it doesn’t run as a big uhm [hmhm] attention point to me [ja] in daily interaction. So if [hmhm] I was in a situation where the candidate would just be….square .. totally and then I’m making an assumption that it might not be truth. It could be the fact that the candidate just [hmhm] lost his or her mother or father or [hmhm] had a tough morning, and milk all over [Q slight laugh] and traffic was [ja] horrible [ja] [ja]. But, I can’t know everything so of course I make an assumption [hmhm], okay this guy was just not motivated and [hmhm] he was negative blablablabla [ja], and then of course it’s not correct everything, so [hmhm] but, some point I need to make a decision [ja]. So, when the candidate walks out the room [ja] if I haven’t just made up my mind [ja], it’s not gonna it’s not gonna get any better [ja] later on [ja]. I need I need I mean if I can’t make up my mind when I shake hands with the person and say Thank you, [hmhm] then I’m not worth my money. [ja]

[24:22-25:15: I ask him how long an interview normally takes. He says it easily fills an hour and very often one cannot cover that much during this hour.]

Q: Interviewee H, in general uhm now I have been overhearing conversation at lunch last time about like uhm information that is distributed throughout Radiometer [hmhm], and there I could learn that it’s mostly done in Danish. Do you think this is a problem for the people that don’t speak Danish or do you think they have a possibility to get that information somewhere else, .. somehow else?
A: Sure, that is a problem. Uhm our current culture doesn’t really doesn’t really support … none-Danish speakers. [hmhm] In that way we …’re a bit handicapped [hmhm] So, but but you got to understand that a large proportion of the workforce here doesn’t speak English. [Oh, they don’t?] No. [Do think about production, mostly?] Yes. [ja] I mean, with all due respect, that is a problem. [hmhm] And if you don’t try to move into English as the corporate language [hmhm] you’re gonna be alienating a large group of of [hmhm] that workforce [ja], which isn’t good [hmhm] for the benefit of [yes] potential getting [hmhm] multicultural uhm competences in. So, it’s a fine line and there’s no right or wrong answer here [hmhm]. I’m trying to push that our employee magazine that I’m responsible for [hmhm] is published in both Danish and English. But that’s a lot of struggle [ja], just doing that is [hmhm]: Why do you have to do and why do you have to do that? [hmhm] So, uhm of course it’s a problem [hmhm] for uhm [hmhm] none-Danish speakers. [hmhm]
Q: In your experience or in your opinion, do you think that people in production might not know how many none-Danish speaking people [I don’t know how] are in
A: I don’t know how many none-Danish speaking we are [ja, okay], but it’s a number that I would like to know. Uhm but it’s probably not more than a couple of hand-fulls. [ja] But uhm the really issue is then can we actually attract those because we have a maybe a bit a Pia Kjærsgaard’s kind of uhm culture [hmhm] in some areas. [ja] And in others [hmhm] it’s totally cool. [ja]
Q: It might also depend on how long people have been working here already.
A: Exactly. [ja] So, the seniority here in general [ja] in areas [ja] is very high. [ja] [hmhm]. And that’s a big, that’s a big culture. [hmhm] They have a big mark, [knocking with his knuckle on the table] footprint on the comp on the culture. [ja] But that’s gonna change but it takes .. a long time [yes]. So uhm it’s learning and it might not might not change as fast as I would like to uhm [hmhm] but uhm it’s a it’s an oil tanker … [meaning going very slow] Ja, you can’t just, you can’t just turn it, [ja] you can’t just stop it. And you gotta respect that [hmhm]. There is solidity and value in having an oil tanker that moves [stretching the pronunciation of this word] [ja] steady on [ja]. But you also need to have the small boats [hmhm] that can do the .. the quick attacks [yes] and find out what’s after the next turn uhm so you kind of support both of them [ja].But, you can’t sink the ship, that’s fairly important. [Yes] [definitely, definitely]

[29:07 – 33:39: I ask him whether they have problems recruiting highly skilled personnel from Denmark. He answers they do have problems because there are to little entering the workforce and more are exiting the workforce due to demographics. So it will tougher to get people. But the economic crises lead to people holding on to their jobs, which actually is not that good either, because some of the not so good ones also cannot be fired. On the other hand, there are no mass lay-offs in the medical area. Concerning the outsourcing, they don’t do that a lot. They do have some sub-contractors.]

[33:39- 36:21: I ask him if he takes certain consideration before engaging in a job interview. He tells me how he structures such interviews. It is depending on the function, so he would have a checklist concerning the personal and the professional skills. He would look at the cultural fit but not that much would take considerations of the cultural background itself.]

A: Of course there is some cultural things [ja] but it’s not something [ja] that I think about going into the interview [hmhm], it’s uhm it’s my … parallels that I draw [hmhm] continuously when I speak to people [ja] the way that they dress, they way that they look at you [ja], they way that they shake your hands [ja] and … [okay]

[36:41-38:40: I asked him if they have courses on culture as such. He says no. But he would guess that it could be a part of the special-packages which are offered to the sales people, but he isn’t sure. He also says that I thinks they have been talking about a course like that, but he cannot remember whether they already have had one or it just had been discussed.]

Q: Would you wish for a … a training course like that? Do you think it could help in any way?
A: For some people it would. But I think there is a lot of other courses that would be of marginal larger benefit [hmhm] than this. It’s actually it’s it’s something that resembles this and it’s probably not more than a month or two ago where we had a uhm afternoon meeting about about China [hmhm] and we had someone invited to tell us about [okay] the company, not the company, the country and the culture [hmhm] how it used to be and how is it now [okay] from a commercial side, well attended and actually it was a very good seminar.

[39:34-end: I ask whether it was offered to all people. He says it was offered to all the managers and was one part of a row of seminars offered to management. But it could be relevant to everyone he thinks. That is because he always wants to learn something new, because he needs “food for the brain”. He would argue that it is important to prioritize courses, which means if someone lacks professional skills or communication skills, they need to have those courses and not “what’s nice to have.” I thank him for his time and he points out that he would like to have a copy of the thesis, because he might learn something new.]

Interview transcript Interviewee I - I

Interviewee runs a bit late, about 3 minutes.

A: Hej
Q: Hej
A: Undskyld, jeg kommer for sent.
Q: Er det dig, der er Interviewee I?
A: Yes. Det er det. [he hands over his business card]
Q: Tak. Well, yeah …have a seat [tak]. Do you want something to drink or ..
A: Uhm ikk lige nu [Q: starts to laugh] not right now.
Q: Ikke lige nu .. ja, men jeg tænkte at gennemføre interviewet på engelsk, er det et problem?
A: Pardon? En gang til.
Q: I would like to conduct the interview in English [yes] or is that a problem? [no] No. I thought so [Q: laughing]. [if that makes it easy] yes. Well, I don’t know how much you know about the subject? Did Vibeke [the researchers contact person] tell you anything or ..
A: Uhm .. yes I have forgotten .. Uhm is it an interview for a newspaper or what
Q: No, no, it’s for my thesis [okay] master thesis. Well Uhm I can give you some background now, because you don’t seem to know [slightly giggling]. I am studying something that is called …. [introduction of study]
A: So you’re a student at Aalborg university?[ja] So, a ph.d.-thesis or a master thesis?
Q: It’s a master thesis, ja.
A: Okay, shoot.
Q: [laughing] shoot. I will do so. Interviewee I, first of all, could you tell me about your background and your area of responsibility here at Radiometer?
A: Background .. short? [indicating with his arms, how much background it is the researcher wants to know about]
Q: As short as possible.
A: As short as possible. Born in New Zealand, lived there 21 years, lived in Australia 15 years and then lived here. Lived here now 10 years. [Okay] I worked in Radiometer here for 10 years. [hm] this is the only company I worked for in Denmark [okay]. I worked for the daughter company, subsidiary company of Radiometer in Australia for 9 and a half years [hm]. Started as a sales person and worked my way up through product management and sales management and I came here. Uhm, I have a bachelor of science degree and an M. BA. [hm] Bachelor of Science because I wanted to do medical research. And I did that for about 4 5 years in Sydney. Medical research and then into sales and worked my way up.[Ja]. [??] Okay.
Q: That was very short indeed. [start laughing]
A: Yes, was that enough? [starts giggling too]
Q: No, that’s perfect, that’s perfect. So, what actually .. why did you decide to move to Denmark, why didn’t you like stay in Australia?
A: Well, as I said I was a sales person and became a product manager and I found in my working hours I wanted to have some direct influence on product design and development strategies [hm ] and marketing strategies and how it would come to market and that is basically my interest due to what I have been doing in my M.BA. [ja] In the last years of that I contacted the marketing engineer whom I knew [hm] from having businesses with a couple of times [hm] Uhm and said: “Look, I am going to graduate in year and a half’s time. I don’t know if you’re interested or not. If there’s opportunity to work here, I would love to do that. [ja]. But otherwise I will probably look for a back[? 7:20] in another company [ja] in Australia [ja] and if I can’t find anything there, then Europe. [ja] So, I always wanted to come and living in Europe. [Okay]
Q: So, you just have been very open-minded to [ja] go somewhere else, try something new? [ja]
A: Unfortunately, they had to let me. [] I spend the last nine years doing Uhm .. being the product manager eh for the IT products for this company. [hmhm] Radiometer makes blood gas analysis, they make it [?] syringes [?] to get some results out [ja] but they can be controlled by computer programs [ja] and it can gather the information and it can took to the [ja] hospital through that computer program [ja]. And that’s the product I was responsible for. [okay] I just changed job. I am now the – it’s a two and a half months ago I became ‘dokumentationschef’ the manager of the documentation department [ja, ja]. It’s a career shift. [Okay] It’s completely different.
Q: So, that really asks a lot of you, maybe?
A: A lot, ja a lot. [a lot of change] yes. It’s a it’s a career shift. The only thing that has stayed the same is the fact that I’m still in the same company selling the same products.
Q: Okay, but that is also interesting to hear that because .. There are quite different departments actually with a totally different way of doing things and [ja] Ja, Okay. Uhm, if you look at yourself, you’re position you’re in right now, [Hm] maybe we should take you older position because now you just started in the new one, [ja] here at Radiometer Uhm would you say you had a lot of cross-cultural encounters? Does that play a role in your daily life?
A: Uhm, I was the first person that Radiometer ever hired from the outside of Denmark. [Really? Q: starts to laugh] As far as I’m aware. There were other non-original Danes [hm] that work here in the company, but they were all already living here. So, they’ve never had so many transferred in before. [hm] There were a lot of issues with eh culture and expectations and business culture, [hm] which I think took me I’m still .. [puzzled] I’m still learning [ja] but the first 3 to 5 years were full of challenges that were eh I would say definitely because of eh culture and eh business culture [ja,ja].
Q: But you’ve been working for Radiometer before in Australia, right?
A: Yes. But that’s a different company. We sell the same products [okay] but eh
Q: So, the business culture is not the same?
A: No, actually not [okay]. Business culture in Australia is not quite the same than in the US, but it’s much more like in the US than here [hm]. So, it’s much more of a hierarchy structure [ja]. The manager makes decisions and than the get implemented [ja]. And then, you know, you’re job as a middle manager is to make sure they are eh effectuated [hm] and support and nurture your people [hm] but it’s very .. it’s a it’s a pointy pyramid [indicating with his arms and hands a pointy pyramid] [ja]. It’s not a flat, wide pyramid [right]. It’s still a pyramid here, but it’s very flat. [ja]. EVERYTHING has to be discussed and LOTS of meetings and lots of ..
Q: Ja, tell me about it. I’m not Danish either. So, I know [okay] [A: giggling] [Q: laughing] That was also a bit like well not shocking but different [ja] ja, very, very different. One has to get used to it, [hm] ja, time-consuming very much so.
A: I believe some of it is Radiometer-culture and some of it is Danish culture. [ja] Everything is by consensus [ja].
Q: If you think about your first meetings with ja people from other cultures with ja Danes .. the first time you’ve been here over and .. what would you say has been the most challenging experience you’ve had?
A: [2 sec break] eh, with regards to meetings …in the beginning very frustrating that nothing ever got decided and things took so long. [hm] Gather the facts, make the decision, do something [indicating every step with his hands] [hm]. They rather gather the facts, discuss them, discuss them, discuss them, go over them again, discuss them, discuss them, discuss them. [ja] Eventually if everybody agrees that’s the right decision [hm] then they’ll take a decision and then they’ll implement it very thoroughly. So, that’s very effective in that respect that everybody’s on board [ja] but … there is no risk taken [ja] not at all.
Q: Do you remember how you felt in these meetings.
A: Frustrated. [ja] Go on with it. Make something happen [indicating this with his hands].
Q: Ja, ja. Did you say that actually?
A: Uhm … I know that Uhm .. there is a difference between if you’re attending a meeting or if you’re, because then somebody’s in advantage of you [??], or if you’re holding a meeting because you want to have a decision made to move forwards [ja]. … So, Uhm in the latter, yes that’s frustrating if I’m in a kind can’t get further. [ja] .. I mentioned that to some of my colleagues Uhm and they said. “Well, that’s the way it’s done.” [hm] They said: “If you want to get a meeting to decide something then you virtually have to have had meetings with all the individuals beforehand and know what they are going to say, [ja] before they come to the meeting [ja] and persuade them beforehand [ja,ja]. So actually have done the meeting beforehand. [hm] and then have the meeting and then decide [ja].
Q: So, actually you learned ja through experience but then on the other hand also because you asked your colleagues and they actually told you how things are done [ja] should be done [yeah]
A: Ja, I can’t remember that back that far [ja]. But I know it took a long time really get to grips with that. To accept that [hmhm]. Whereas just used to things happening fast [ja] and make it, decide, move. [hmhm]. And Uhm be prepared to make a mistake and Uhm but move and Uhm do things [ja].
Q: So, it’s more like: if it works, it works.
A: Ja, ja. I mean, take a risk assessment [ja, ja] and Uhm [right, right]
Q: Okay. Uhm, now you mentioned at the very beginning that you still .. not that you’re puzzled, but you still haven’t figured out some things [hm] why they work like the work .. what kind of things [now, you mean?] [A: clearing his throat] yes, now you’ve been here like 10 years.
A: Uhm … there is … if you want to have career advancement [hm] then what I’ve seen is Uhm two complete opposites: If seen some people who who use the political system, go and talk to the right people and and Uhm and and force and say that you know I want to do this and I want to do that: I want to have a career path and this is what I want to do [hmhm]. Uhm on the other hand you get the exact opposite which is the jantelov [hm]: Don’t stick your head up, don’t think you’re better than any of us [hmhm]. Uhm eh and and that that results in that very little recognition of achievement, so it’s very difficult for people to for you to show eh if you’re the kind of personality I‘m not the kind of person who goes out and says: “hey, look I want to do this. I’m fantastic.” I’d rather do a really good job [hmhm] at something and then for that you’d be recognized and then say: “Okay, you’re really good [ja] at doing this.” [ja] I would, I think we could move you to doing something else. [hm,hm] So, prove yourself and then [ja] expect some effect of that [ja] eh and I don’t know whether it’s jantelov whether it’s you’re not a Dane you don’t speak Danish well enough, I think there is language barrier [hm] but proving yourself and then getting promotion or further advancement of opportunities [yes] has been very, very difficult [ja], and eh so, I eh …. What I did was eh I went and spoke to the manager of the marketing department or the manager I was working with: “I do have interest. I need to see some kind of career development.” [ja, ja] And they would say:” Okay then go back and show what you can do [hm] and then we’ll talk about that.” Go back and show what you can do and nothing happens. [hm] And then the marketing manager changes, so, and I think there have been 4 different marketing managers in the last 10 Years [okay]. So, you start from scratch every time [Fingerschnipps] [okay].
Q: Are they all from Denmark the marketing managers ..
A: Eh .. [as far as you know] eh .. ja eh the latest one is actually Swedish [Okay]. Which is also interesting, he likes to speak Swedish. [Oh, now you have to adjust to that?] He forgets, he forgets he’s not speaking to to [ja] somebody who understands [ja]. The majority of Danes understands Swedish, not all. [no] and the ones that don’t, won’t say anything [hm]. They just sit quite in the meetings and not .. [Q: laughing] “Excuse me, I do not know what you’re talking about.” [Okay] Speak English or Danish, those two I can understand. [Okay] I had to learn Danish [yes], why can’t you? [ja, ja] Why should you have that expectation I should understand Swedish? [ja] I mean, I can speak Japanese, you can’t. Do you want me to speak to you in Japanese? [Q: giggling].
Q: Are they aware that you … that you’re [yes] not … okay.
A: This is, this is unconscious Uhm [ja, ja] it’s another barrier. [yes] multilingual Europe, if you’re not multilingual yourself [ja] ..
Q: I know what you’re talking about, because the last time I’ve been to Copenhagen it’s been I don’t know … before we moved to California actually, it’s a long time ago [hmhm] and when I came yesterday I was really surprised that there are so many people in service that are Swedish and they speak Swedish to you [hm] and the expect you to understand that [hmhm] and otherwise you’re lost [ja]. Interesting that you have the same experience [Q: starts giggling]
A: Are you from Holland?
Q: No.
A: Where’re you from?
Q: Germany.
A: Germany.
Q: Ja, but I have been living in Denmark for quite some while and I do speak Danish and I do speak Swedish [hmhm] but, ja, I do see your problem. Uhm, thinking back about your position and your work, in your experience, so how .. on which levels – I know you named some – on which levels does culture play a role .. when we just talk solving tasks?
A: Could you give me an example what you mean?
Q: For example, I mean, you had that example with the meeting that things have a different structure [hmhm] for example it works differently, so even you [hmhm] just sit together and you want to solve a task and maybe talk about whatever product [hm] how to market it, culture plays a role, because expect, you expect it to .. you expected things to work differently than they actually did [hmhm] [There is Uhm ..] do you have an example like this?
A: [3 sec break] Uhm [5 sec break] no, that is probably the biggest one from my business [hm] organizational perspective [hmhm] Uhm …. [deep breath] there are a number of things, people wouldn’t di.[19:38]... I think the biggest example is … [hm] If you grow up in a society then [hm] you learn everything [hm], as somebody coming in hasn’t learned what’s normal in society [ja] so, and there are things that people forget they need to explain [hm]. When I arrived Uhm I came from a culture where unionism was for working class factory people [ja] Uhm [clearing his throat] unionism was Uhm frowned upon, was considered Uhm causing problems in industry [ja, ja] very few people belonged to unions unless you’re eh very uneducated [ja] and needed [ja] other people help you not be exploited [hmhm]. So, Uhm coming here, everybody’s in unions [Q: starts giggling] Probably the Queen’s in a union. [That might be] [Q: now laughing] but the whole idea of unions and ‘forening’ [yes] is this ‘fagforening’ og just ‘foreninger’ the groups [hm] EVERYTHING is in groups [hm] and it’s part that is deep rooted in the culture [hmhm]. The whole idea of .. it says the same, ‘fagforening’ is the Danish word the translation for ‘union’ [ja]. But then there is ‘haveforeningen’ and that’s just a ‘garden club’ [ja]. So, a club the same word for club and Uhm [ja] just any kind of group [hmhm] and a union [hmhm] that shows you how deeply rooted in the culture it is that everyone belongs to groups [ja, that’s an interesting point]. So, I never joined a union. Why do I want to join a union? What’s in it for me? [hmhm] I have no idea. And it was.. people would say:”Well, you don’t really need to belong”. And they couldn’t really explain why you should belong. [Okay, it’s a] And then I found, if I didn’t join the union, then eh my salary .. went up according to different rights [hmhm]. Nobody had said that. As soon as I joined the union, [ja] I got a much higher percent salary raise every year. But nobody said [Okay], because for them it was .. to join the union was normal and they couldn’t understand where the question came from [ja]. So, nobody could really explain why I should. So, there is Uhm there are some things .. it’s a bit hard to.. that’s a real con .. that’s a concrete [hmhm] example .. Uhm …[3 sec. break] I’m trying to thing of there are any others like that where because you don’t grow up in the culture you don’t .. there are things [hmhm] that people don’t explain because to them it’s normal and they wouldn’t even think [ja] to explain it [ja, ja, ja] it’s apparent .. I don’t really can think of any..
Q: I just know from my own experience from group-work because at Aalborg University everything’s done in groups, [small part missing] like e.g. deadline what’s a deadline? [ja] How far can you push it? Do you push it? Is it ok to push it? [ja, there’s lots of things and stuff] ja there is [small part missing]
A: Ja, there’s lots of it.
Q: Okay. In general Interviewee I, how to you feel about engaging with other people?
A: You see, I lived in Sydney in Australia for Uhm 15 years [ja] and Uhm, it’s a melting pot of cultures [ja] and the culture there is mixed culture [hm] that’s the culture [hm]. And the attitude is that mixed culture is the culture. A classic example is at one point there were some South-Vietnamese and North-Vietnamese that were having fights in the street and then eh and in the newspaper they said: “Leave your fights at home [hm] in the country you came from, or go back. But here you can live next door to each other [hmhm]. That’s our culture, that’s the point. [ja] That’s why you’ve come, to escape your problems. Don’t bring your problems with you. [ja] Be part of a homogenous culture of multiculturalism.” [hm] Uhm .. that’s not the case here in Denmark at all. Danes Uhm .. very much want to …protect the Danish culture [hm] the Viking mythology, Anglo-Saxon [Q: starts giggling] culture [ja] and I don’t think that’s wrong, it’s perfectly fine to do that [hm]. That’s one thing I learned form living in lots of countries is and cultures is Uhm things are not better or worse, they are just different, so, there’s nothing wrong with wanting to keep your culture [hm] as it is [hm]. But one thing that the Danish society that Denmark has done is that it said: “oh we should do the right thing and have political refugees coming up [hm]. We should be we should be good citizens [hmhm] and accept people from other cultures that are in trouble [hmhm]. BUT.. when they get here, they have to become like us. And these two things [hm] they won’t they don’t that isn’t ever going to happen [hm] unless you set eh criterions: Ok, we’ll take, we’ll accept a refugee from whatever country because they’re politically harassed [yeah], but you can only come here, if you become like us exactly. Don’t .. [hm] leave your religion at home, leave you eating habits and [hm] all of that all your culture behind [yeah] because you need to belong to our culture if you want to be here. That is never going to work. So, that’s why there are problems here with [ja] eh people .. the Danish people want to be good human citizens [hmhm] but not want to have their culture [ja].. mixed [ja], and that’s inevitable that as soon as you invite somebody in from another country [hm] your culture changes [hmhm]. It just does. [yeah]. So, there’s a lot of resistance to [ja] cultural change [ja, ja]. I don’t know if this really answers your question though?
Q: Well, yes it tells me a lot about how you understand culture [ja] because that will also be my next question, if you meet somebody – whether that should be work-related or just in the streets – are there any things you have experienced that might be unconscious maybe a difficult question maybe, that you could Uhm say: ok this person is from a different culture than I am? I know you’re living in Denmark and you might [Q: start giggling] point at everybody so let’s say [A: Tja, I mean ..] you wouldn’t be
A: I have a different culture. I have noticed a lot of school and family and the children at school [hm] and the expectations that people have of when you’re going through school. [hm] [the interviewee talks about how he’s not supposed to raise some funds to get some extra books, because this is something the system has to do 27:16-28:21] You mustn’t do that. Things are following the system the way they’re supposed to. But they don’t have their books. This is unacceptable. [ja] Can I go and buy them a book? No, you can’t, because then they were different from the others. [Ja, I do know the notion about] That just doesn’t make sense. If the system isn’t working, the system should work, it’s paid for by the taxes, there’s nothing you can do. You can go out and complain maybe, but as a none-Dane I wouldn’t have a clue where I should go and complain or what’s acceptable to complain about. That’s one of the biggest issues; you don’t know what’s normal. [ja]. Why isn’t my wife getting on the telephone and ringing the commune? Why doesn’t she complain to the parents group? [hmhm]. The parents-teacher-group or the school-board? [ja] But she doesn’t, why not? I would. So, [Q: Have you asked her?] she says, she says: “Well, they know about it. They know they don’t have the right number of books. [ja] So, what good would complaining do, they know.” Are they doing anything about it? No. In sitting back and not saying anything you’d just accept it. [ja] Ja? So, I have to follow what she says is just normal. For me that particular case is not normal. It’s Uhm it might be normal, but it’s resulting in poor support for the kids in school.
Q: So, actually you feel angry about it, but you can’t really do anything about it?
A: Well, I could do something, but from what I hear, it would fall on deaf hears. They wouldn’t care [ja] or I would be considered a troublemaking invandrer [ja] a foreigner who doesn’t [a foreigner] know how things are done. [ja] So, …
Q: Has it ever happened to you that actually really have been misunderstood. So, you thought this was a good thing to do, to behave like this and that, but it came back to you that ok, the Danes or whoever, they didn’t really like it?
A: Uhm …. Well, I don’t know whether this is personal or not …whether it’s due to culture or due to personality [hm] … for me to get in the action for my career, I had to jump my boss, because I talked to him and he would say: “I can’t s, what I mean, I can’t see any reason for, why do you want a promotion? [ja] Why do you want to do .. aren’t you happy with what you’re doing?” Yes, I’m happy with what I’m doing. But I want recognition for what I’m doing. [ja, ja]. “But you’re doing a good job.” Okay. Was that it? Okay that was my recognition. [yeah] I had to ask for it, that is not very good management. [ja]
Q: Did you feel awkward in that situation?
A: Ja, but it’s a law .. the the the particular manager I had, was very very socialist, very left-wing. He was even in the communist party when he was a student.[Okay] He’s carried that mentality with him, that Uhm he he doesn’t see the point in in in in promotion for the sake of progression. I had to persuade him to get his own position elevated so that I could get mine elevated. [ja] But also because if he didn’t get his position elevated that the power politically was weak [hm] and we were loosing [okay] funding-battles [ja] purely, because he was a department manager and not a section manager. So, I had to get him [moving arms up] I had to persuade him to get a section manager, so that he would represent this problem [ja].
Q: Okay, so there is much more to this promotion [ja] than just a simple promotion? [ja] Do you have this – it may be a difficult question but since it now pops up – do you have this experience, this opinion or this feeling that promotion maybe means something totally different to a Dane than to you?
A: I don’t know. Maybe. Maybe it’s just him. [Well, I don’t know either.] I don’t know. There are, I mean that is one extreme. The other extreme is somebody who I have seen worked his way up very fast and very high. [hm] I’ve talked to him: “How did you do that?” and he said: “I went to this person and said this is what I want to do [hm] I want to be in this position [This is what you did, isn’t it?] Ja, but it had a different effect. [ja] Is it culture, is it me? Am I maybe not doing my job well enough? I’m just not as good as he is? [hm] or but you know you don’t get that feedback so you don’t know. [ja, ja]
Q: But you do have this annual meeting or half-a-year meeting [yes] what is it called?
A: PU-samtale [ja] personal udviklingssamtale [ja] But my boss didn’t believe in that stuff, so he didn’t hold them. [Okay, that’s not good for you then] Ja, after a while I said: “Okay, I want to have one of these, so I had to go to one of his managers [okay] to get one. [Okay, ja] So, in doing so, I just jumped over him and that’s very abnormal.., that’s definitely not Danish [hm] But I felt like, okay I gonna use the advantage of being none-Danish [ja] to break the rules [yes]. So, sometimes you can use it to your advantage [yes] to break the rules. But it’s very rare and you have to be very very careful it doesn’t feed back on you [hm] long term like okay this is somebody [ja] you can’t rely on to follow the sheep [ja] If you know what I mean. [yes, yes]
Q: I can imagine it’s a very balancing act not to ..
A: Well, that’s what I think I’ve learned. [hm] But at the beginning I had no idea there was such I needed to do that [hmhm] So, I’m quite sure I made mistakes, but I don’t know what they were [ja]
Q: Because nobody told you.
A: Cause nobody, no there was no feedback. [ja, okay let’s see] … It could be the person. [Of course] rather than the .. culture. [ja, of course]. Sometimes I would go and ask other people: “Look, I’ m thinking of doing this or saying that. What do you think is that considered normal [hmhm] in Danish culture? What will some .. this other person think of me if I do that?” [ja, it’s interesting I do the same, because otherwise you] you’re always don’t know when you make a mistake. [Exactly, you don’t really get a feedback] ..
Q: On your daily basis I guess you will have meeting with people being different [hm] different culture [hm]. Which groups are these people from? Are these mostly Danes? Or do you also work with India, Russia, Poland?
A: Uhm, we have more now in the company that are from other cultures, uhm .. in my department we have one now who is French and one who is Rhodesian [hm] with English parents, the rest are Danes.
Q: Do they all speak Danish [ja] or do you speak English?
A: We mix. [Okay] We find what suits us best at the moment [okay]. So, most of the time we speak Danish. Sometimes I switch to English. Especially with the Rhodesian there is absolutely no point for us to speak Danish. She is a native English speaker, so why [ja] should be speak Danish. That’s for both of us taking a step back [ja]. It is a problem for the French guy; he speaks better Danish than he speaks English [hm], but his Danish, his French accent is so strong, I can’t I find it very difficult to understand his Danish. [hm .. okay] In the early years I had great difficulty in understanding some Danes because they didn’t they weren’t Copenhagen Da they wouldn’t speak Copenhagen Danish [okay] maybe speak .. Aalborg Danish or Fynsk Danish [ja] with an accent that was so strong [yes] and some would use more slang than others [ja] or would speak faster [ja] or mumble [indicating mumbling sounds] and if you combine those three things [ja] there are some that you can’t [hm] as a new beginner learning Danish, it just means there is a certain percentage of people you don’t understand at all [hm].
Q: Did you make them aware of that?
A: Ja, but they can’t do anything about it. [They can’t?] Well, they [They could try. [slightly giggling] They could try, but do you think they are going to remember? They don’t remember.
Q: Okay, so it’s a kind of autopilot [Of course] and then they just [Of course]
A: Of course, because they are not culturally aware. They [hm] don’t know the way of trying to speak so that everybody can understand. [hm]
Q: Ja, so that was really hard? [hmhm] How long did it take you to learn [Danish?] Danish?
A: Oh … I’m still learning [Q: giggling] [A: joining in giggling] It took me a year and a half before I even got even hear what I was saying. Just to tune my ears. It sounded like one very long word all the time. … I remember the day, 18 months after and suddenly [schnippt with his fingers] I could hear the words. I could hear what they were saying. [Ja, suddenly you understand what they say.] Ja, and then to learn to understand what they were saying [ja, ja] So that was .. I had Danish lessons for I don’t know I think the first 5 to 6 years I was here?
Q: Okay, that’s a big effort, really. Isn’t there a corporate language called English here?
A: No. [Q laughing: No?] Written and theoretically, yes. [Ja, but practically] Practically, no. I mean, when I first started, when the whole marketing department had a meeting, the manager would speak in English. They’ve had to have the meeting in English because I had no Danish what so ever [hm] and there were some people from some of the other internal departments that complained and said: “We don’t have good English, so [okay] it’s difficult for us, why should [ja] all of us for one person why should we not understand.” [ja] Now we’ve got more and more people that don’t understand Danish, native English-speakers or native whatever. [ja] We have one man from Philippines here [hmhm] and we have an American who has just joined us about two months ago [hmhm]. He doesn’t speak any Danish at all. [ja] So there are .. actually if you look at the department, we are now 30 people, there is about 10 people that don’t who are not native-Danes. [ja] And yet, there is very little consideration made [ja] they forget all the time: just not speak in Danish; that they should speak in English [ja]. It’s getting better, [hm] now it’s much better than 10 years ago. 10 years is a long [stretching the pronunciation] time. [ja, it’s a long time] Viel Lautmalerei! And in 10 years time it’ll be even better [ja]. But changing and accepting the fact that there are none-Danish, none-native-Danes in the company [hmhm] uhm … it’s not officially part of the culture to [hm] take effort. …
Q: Do you get your Emails in Danish? [yeah lots] just the whole conversation, it’s all in Danish? [Most of it.] ja, wow.
A: Most Emails are in Danish. [ja] And now I have a new job and in that job I actually have to use a system I’ve never used before and it’s very much related to complaint handling cases and there the written Danish, it’s not it is at a different level it’s much uhm higher level. [ja] and more complex sentence structures [ja]. Sometimes I just sit and read this complaint issue cases in Danish [3 sec break] 4 or 5 times before I’m SURE that I know what I’m reading [ja, ja]. That’s a problem. I never.. I haven’t had that for a long time. [ja, ja] In my first few years here I would just read you know, people’s normal writing djudjujom [sound to indicate that it was easy to read] [ja] and there I would struggle [ja] but now I don’t have any problems with those normal Emails that people send round [ja, but now you have to] but, but, but if it becomes documented Danish [ja] in a complaint-case-handling-system [ja, ja] … now I reach another level of barrier [ja]. I have difficulty with it.
Q: Ja, so you’re thinking of taking Danish lessons again?
A: I think I better [Q starts giggling] or I thinking of going to those … you see, I doubt .. I think it probably is going to have to happen [hm] I’ve I .. the only other alternative it to go to them and say: “We are supposed to be corporate English. I’m supposed to use this system. I can’t use this, will you change to English?” [ja] Uhm and I .. I’m pretty sure that the answer would be no [hmhm] because a lot of people that use it, feed in the information for the Dane for the complaint-system [hm] come from production areas or factory [ja] operators that don’t maybe don’t have good English [ja]. So, for them to write in English is as hard as it’s for me to write in Danish. [ja, ja] I know, I make lots of grammar mistakes [ja] lots.
Q: But still, if one can understand what you mean, right, then it should be ok with the Danish; it’s not something you want to publish. [What’s that?] Your Danish.
A: No, no. But if it’s a complaint-handling-case then [ja] I think it would be wise to do that in English [ja].
Q: Ja, I would do the same. … You just mentioned that you’re now some more foreigners actually [ja] working here. Uhm, if you think about when you go and have your lunch [hm] and sit together. Is it that the foreigners sit to together with the foreigners or is it like a mixed [it’s mixed]
A: People sit in their own department groups. All the people that they know [hm] from .. I don’t I don’t think that’s a problem. [hm] I have, we do have a lot of uhm Indian subcontractors [hmhm] uhm … sometimes I see them sit together [ja]. To me that’s a sign that their department they’re sitting in hasn’t made any effort to integrate them. [ja] To invite them in and make them part of their team. [ja] Uhm … that I think is poor. But then as the foreigner sometimes you have to push your way in. [ja] Saying, part of the blame lies there as well. [ja]
Q: But then again, I don’t think it’s really a way to behave in Denmark to .. I don’t know, when you ride the bus [44:20 I talk about that very often customers would switch the place in a bus as soon as another seat is available in order to give you more space in return.]
A: No, I have never experienced it. [45:26] I think it’s just cultural space [yes, definitely] because most the time they wouldn’t know whether you or I are not Danes [ja] if we not speak. [Q start laughing: That’s true] [A starts giggling]
Q: Okay, I have to rush a little bit ..uhm, Interviewee I, in terms of cultural awareness.. you just mentioned that you have this feeling that there are some people that are not really aware of that they don’t really make an effort to uhm to adjust to people that are different. They don’t really consider: “Okay, now I should speak a little bit slower [hm], or I should maybe just switch and speak English and stuff like that. Uhm, in your experience would you have wished for a kind of program or something …at Radiometer that actually would make people aware of [absolutely] now we’re getting more [Yes] diverse and [yes, absolutely] yes
A: Because .. because uhm Australia is so multicultural, everybody knows that if you meet somebody, you need to first find out. “Hey, where are you from?” [hm] “How long have you been here?” [ja] You ask these things because of general interest, but also to know uhm what expectations that person has or what they understand as normal here [hm]. And then you need to speak clearly, so they can understand you. [ja] But for Danes, Danish is a difficult language for none-Danes to learn. [hm] But for Danes of course is not, piece of cake, easy. And they uhm they can’t .. they say that there are certain words, that if you don’t pronounce them correctly, they don’t understand you. [ja] And they, they must be right because there’s so many of them saying it. But then they don’t TRY. [hmhm] They do not try. They’re not used to having foreigners speaking their language [hm] and that means, that the language is very uhm .. didn’t .. the language is intolerant of misunderstanding [hm, hm, ja]. So, if you use the wrong word, they won’t try and guess what word it could be [ja]. Because that’s, they never had to do that. [ja] so, they just don’t understand. [hm] Whereas in a place like Australia, if somebody says the wrong word that’s so common or the English accent is strongly German or strongly [ja] Pakistani [hm] you tune your ears, you make an effort [ja] to understand. [ja] Because that’s normal, that’s not normal here. So, ja a program that would make people understand: Your language is natural for you but is not natural for others [ja] would have been very good. [hm]
Q: Do you know if something exists [no] like that?
A: No, I don’t.
Q: Okay. It’s actually interesting because uhm the first thing I saw when I looked at the homepage was: We are a global company. And then I kind of expect, ok a global company and then there was also mentioned that there a people of 20 different nationalities working alone in our Copenhagen subsidiary, so I was: “Great” Well, I would expect [no] something like that [no]. At least English been spoken and uhm
A: It’s getting .. more and more English is been spoken. [hmhm] and it’s getting more and more understood: “Oops there is somebody who doesn’t speak Danish. Or somebody says: He doesn’t know what we’re talking about. He only speaks English.” [hm] They’d go: “Ah, okay.” [hmhm] But in the beginning, that was … weird [exhaling] [ja, and now you’ve been the first one after your knowledge] To my knowledge I was the first person brought in. There were others as I said that where none-native Danes [hm] but they’ve been living in Denmark, they’d been hired in Denmark [ja], they spoke Danish. [ja]
Q: Okay, uhm …
A: If you with your thesis find a way of getting an interaction of Danes to understand to cope better with having other foreigners in their business then that’s something I really recommend you [Q starts giggling] to bring to the attention to senior management.
Q: I hope that’s what this is actually about, because this is also why I want to talk afterwards with the interviewees about how they experienced it. Because some suddenly then recognize: Okay, culture does play a role. I’ve never thought about that actually. Or uhm ja, how is it actually I [hm] perceive of culture. What is this concept and do I use it? So, to make some people more aware of their own behaviour, hopefully.
A: Oh, I know that culture affects .. How you grow up and where you grow up affects your whole uhm judgemental methodology [hm] as well as .. as well as what you consider as acceptable or not acceptable. [hmhm] So, that is two [original?] things: How’d you know what is acceptable and not acceptable [hm] but also how’d you what you base it on, how you’d get to that. So when you are in a new situation [ja] how will you judge whether it is acceptable or not acceptable. [ja] But you see I … this is my third country and when I lived in Australia I was in a multicultural society [hmhm] and came from a very mono-cultural society, I came from Christchurch in New Zealand which was more conservative than England. [Okay] It’s extremely, extremely conservative. [hmhm] Uhm … and I had to learn multiculturalism to start with and I married, I was married to a Japanese woman for 15 years [hmhm] and got divorced from her, that is part of coming here was that .. so, I have lived in a lot, I have lived at least for the last 25 years [clearing his throat] knowing that there are huge cultural differences [ja] and my expectations aren’t necessarily going to be accepted. [ja] Right or wrong is irrelevant. [ja, ja] It’s not relevant. What you think is right, is somebody else’s wrong. [hmhm] So, there is no right or wrong; it’s just different. [ja] So, how do you gonna get it accepted? [hm] [clearing his throat]. So, that’s [coughing] uhm means I have to do most of the work for being multicultural. [hmhm] here in Denmark [ja] because Danes aren’t used to that. It’s the whole concept, is not only foreign .. I mean, foreign [?] it doesn’t exist. [ja] It doesn’t. Multiculturalism doesn’t exist. [hmhm] This is a mono-cultural society here. [ja, ja]
Q: So actually you would say [A clearing his throat] you are the one who has to adjust [ja] all the time. [ja] What would you say which skills does it take?
A: Uhm … [to do that] Well, first of all you have to understand that and then you need a lot of patience [clearing his throat] and need prepared to have arguments [Q laughing] and afterwards to try and think why did we have that argument [Okay, you think actually]; was it personality or was it cultural misunderstanding [hmhm] Did we understand each other? So, if you begin an argument with somebody [hmhm] why did the argument arise? Due to different views or we just didn’t understand each other, was it cultural or was it personality [ja]? [A clearing his throat]
Q: So, actually your meetings will take a little bit longer because afterwards you have to sit down for 5 minutes and think or [no, I think] do you do it during the meeting [pardon]. Do you do it during the meeting that you actually think about: Okay, what went wrong here? This was a kind of strange reaction..
A: Uhm … no I more likely to take it up afterwards with somebody [hm] I was thinking more like at the home front, I am married to a Dane. Having an argument, what was the cause of the argument? [ja] So at work, [A clearing his throat] because things are much more work-oriented, sometimes maybe that’s harder because people have more rigid expectations [hmhm], so, if you disagree on something, they may not even tell you that they didn’t like the way you discussed a problem [ja, ja]. They may never tell you. [A’s voice gradually dieing away.]
Q: So, it’s actually for you to find out what happened [ja] kind of. [A clears his voice] But then you can never be sure. [hmhm] Okay, difficult situation.
A: Ja, ja, it’s difficult to separate to try to separate, is … a problem related to culture or not. [hmhm]
Q: Do you somehow know how you do that?
A: Uhm …. [I know that’s difficult] No, that’s. No, I don’t know. You need just have to ask yourself: [ja] What went wrong here? Did I do something, did I say something in a way that was not acceptable [hmhm] [A clears his throat]
Q: Ja, ja, so you’re more or less .. first of all you try to find out what went wrong on your side [hmhm]
A: Was it what you said or the way you said it. Was it personality or was it culture? Because when personality comes into play things can go wrong. [ja]
Q: I think it would be very difficult to see what’s personality and what’s actually culture [ja] because it very intertwined and
A: I think the uhm New Zealand Australian culture when you get into a discussion is to put forward a number of proposals some of which you might believe in strongly [hmhm] and others you might just play devil’s advocate. [Q slight laugh] Maybe not say okay I’m gonna be devil’s advocate here [ja] but just say: if you’d trying to decide what cup you’re gonna use. Oh, what about the clear ones, what about the middle ones [hm] or maybe we should go and get some others from outside you know ones we haven’t in the room to choose from [hm] uhm but uhm [3 sec break] the culture is to argue back and forth until you come to an agreement [ja]. The argument is like a discussion [ja] putting forward all your ideas but pushing your own ideas until everybody sort of comes to a consensus. [hmhm] And not getting offended by it. [ja] But I don’t necessarily that’s the way it’s done in …. [Denmark] In Denmark it’s more that you discuss: What do we’ve got: We got clear cups, we got white cups and possible we get little ones and possible ones we haven’t thought about. So, what are the advantages of the clear ones? Ooh, let’s put them on [imitating writing on the white board] And what about the clear ones, they talk very nicely [ja] Nobody argues for a couple of, so at the end you have a very nice list of 20 different options [hmhm] and everybody agrees that you got the right options on the board [hm] and you’ve written down all of the attributes. No decision’s been made. [no] So, it’s a different style. [hmhm] That’s a cultural difference, and if I start arguing for something, then for me that’s normal like I’ll fall into that by … mistake because that doesn’t work here. [ja] But I had to learn that. That was normal to me. That is not normal here. [okay] I can easily fall into that. [ja] So, I understand why for Danes it is very difficult for them [hm] to also to change or to think differently [ja, ja] cause they just EVERYBODY’s doing it the same way, [ja, ja] except this one person [exactly]. This one person here was doing it differently. [ja] He’s doing it wrong. [Must be because you’ve been the only one. Ja.
Q: But then this means you have become actually very aware of your own culture and your assumptions [ja] and how you do things [ja]. And then you always have to measure if that will fit [yes] and if it does [ja] I can just keep on going on autopilot [hm] and then
A: I’m very aware that there are cultural differences and it can have an enormous impact if I’m not careful. [ja] Especially now where I’ve been moved into a job where I am manager for 6 people direct reports and there are translators in the company that are on the pay-role but physically sit in Germany, Spain and Portugal [hm] that I have never met [hm]. There are three new cultures I don’t know anything about. I neither know the person nor the culture. owHoHow am I gonna deal with it? I have no idea. [ja] Is there any interest from the organization to help me achieve that? I don’t think so. They just don’t understand the possibility. What do you mean, could there be a cultural difference? [Could there be a problem?] Could there be a problem? [Okay, well unfortunately] culturally blind [yeah] is the norm here, I think. If it comes down to that, they want to be the good ones but they want to keep their culture and not changing it. [hmhm] I understand that, that’s fine, I don’t have a problem with that. I chose to come here [yes] I’ve changed my way of doing things to fit. [hmhm] I’ll become a Dane. But nobody really can do that. And I can’t do it 100 percent. There will always be a percent I cannot change.
Q: [told him very briefly about the project on global mindset and the use of having people from different cultures working at one and the same company and the importance of NOT trying to turn them into “Danes”. At last I ask him if I may contact him in case something comes up. I said I will give him a month to reply a possible Email, since he must be very busy. We both laugh out loud.]

Interview transcript Interviewee I – J

Unfortunately, the first 10 minutes of this interview have not been taped due to the researcher not starting the recorder properly. What has been said in the first 10 minutes has been recorded after the interview was ended and the interviewee had left the room. The main infromation is added here:

The interviewee works with internatinal sales.The interviewee is responsible for the former Soviet countries and has been working in this field for 17 years now. The interviewee has to handle very different cross-cultural encounters: both face-to-face and group meetings. The interviewee stressed that it would be very important to have local people to handle the distribution of Radiometer products in the interviewee’s area of responsibility, because one has to know how business is done in these countries. Moreover, one has to be able to speak their ‘language’. That is why Radiometer has a Rep.-office in Moskow. The interviewee thinks that culture plays an important role when one has to save tasks. For example meetings would be held differently. Concerning the interviewee’s skills in cross-cultural encounters, the interviewee named: being open-minded; discrete, and a good listener. The interviewee says to be very happy with the job because the interviewee has the possibility to meet a lot of different people.

Q: Now, here we go [oh]. Now I didn’t track the time but okay, it had been 10 minutes we’ve been on, so okay hopefully I will remember. [Yes, well that’s a pity] Yes
A: We have one country now where we are going to try to enter into which we have not been before [hm] and that’s the country Turkmenistan. [Okay, ja] Quite interesting place. They have uhm like in Kazakhstan quite serious resources [hm] gas and oil [ja] especially gas and that means uhm it’s a potential interesting country for us at least on the bit longer scale [yes] on the next three five years [hmhm]. And and this country I know very little about [hm]. So, here of course we need to we need to meet with some people that that has some knowledge [yes] about dealing with the uhm country. [hmhm] when I am planning to visit this place [hm] some time this summer or this autumn [ja, ja], so that will be a challenge for me also [ja] Ja.
Q: When you say like visiting the place it’s more not for pleasure I know [No] but you don’t have you don’t visit a contact there, do you just go around and visit the place?
A: No, uhm for sure we want to establish something in advance. [ja] Ja. So, we know a company that has some connections in Turkmenistan [hm] and then we hope to utilize their network a bit [hmhm] for example with the Ministry of Health [hm] to try to see some people there for example [ja] to get an entry point from that angle [ja]. That’ll be one point. [hm] and then we will have to select a couple of interesting customers that means hospitals [ja] and trying to see them and talking to some people there [ja] so, that’ll be our entry point [hmhm], but then hopefully getting a reference [ja] from before we’re going [yes]. So, it’s a little bit easier to uhm enter if you have somebody who is who is let’s say vouching for you, saying: Yes, this person is [yes] uhm or this company is okay [ja, exactly] then you can give them a little bit of your time. [ja] So, that would be the way to do it. [ja, ja] And there in that place I’m usually going in such places I’m going with the person who is directing our Moscow office, with the person let’s say is the rep.-director [hmhm, ja]. So, she and I will then go there. [Okay] Normally we go together when visiting other places [hmhm]. We’re going on joint trips. [ja, ja] Uhm so, so that’ll be interesting. [ja] to see that. There are not that many places left, where we don’t have [I thought so] [A starts smiling] a point a [Interesting] [Q starting to giggle] Yes, it is.
Q: Uhm, since you mentioned you’re going together with somebody who is in uhm Moskwa uhm Moscow [yes] has this just to do with language or is this really
A: Oh, yes, yes sure it has because I ..I can get around in Russian on on a reasonable level [hmhm] but but not far good enough to go out negotiating at speak about [ja] detailed things. [ja] for that my language is not good enough. [okay] so, I also need somebody to be there to [yes] to uhm to help me. So, that uhm [yes] is one part. Another part is it’s always good to be two when you’re going out some places to get some information [hmhm] so you are two people to talk about it [ja] and and so, that’s the other element [ja] because obviously I can just hire a translator out there [ja] who could just help me if that was the only part [ja, ja], so, it’s not the only part [no, no]. It’s not, no. So, so it makes sense to go two people. [hmhm]
Q: Okay. Just in general, you as a person do you like to engage with other people that are different than you are, culturally different?
A: Oh yes. That’s actually one of let’s say the best parts about my job [Okay] [Q slight laugh] because you can say that office work is kind of more or less the same everywhere [hmhm] I think. But for me, that’s the special thing I have [yes] that I’m going out there to meet people [hm] in in their country [hmhm] and make new acquaintances, every time I’m traveling I’m meeting new people that I didn’t meet before [hmhm] and that I think is very interesting. [ja] Of course I also have a chance to get closer to some people out there, which is also quite interesting [hmhm]. Because many people that are in in my shoes for example dealing with a certain territory [ja] maybe then they go there let’s say maybe every .. every six months or so [ja]. And I found out når I go that, if you want to make some things stronger [hmhm] it’s not enough because you won’t create any special ties [ja, ja] if you see somebody at at the annual exhibition [hm] and then maybe next year you meet again. [hmhm] I have the chance because I’m coming so frequently to Moscow [hmhm] and to different people and places that I I get to know people [ja] actually. It also makes actually a big advantage [ja] also in terms of let’s say when you look at the competitors. You know we have competitors in our field obviously [ja] and we are fighting for the attention of of of the different customers [yes]. Then you may get this little edge that you know somebody personally. [ja] It makes a difference. [Ja]
Q: Do you find it also much more easy to communicate face-to-face than it is with a videoconference or by telephone?
A: Actually, videoconference doesn’t really work with with the customers [hmhm] I would say, because at least I never met anybody who who had that opportunity [ja]. You can do it of course let’s say with some Radiometer people some places [hmhm], but it it will not meet the purpose for sure [ja], because it’s a you can say my countries are not that advanced [hmhm] when it comes to such [ja] uhm gadgets. So, probably if you’re dealing with the United States maybe [yes] more it’s maybe more or less popular to do that [ja] I guess. [ja, ja] So, these conferences also telephone conferences we do it sometimes let’s say with our own people [hmhm] you can say. [hmhm] It it it’s been used. But still, uhm it’s not the same. Even even having such a conference, it’s not the same as being as being in a direct meeting [ja], because you are missing out on very important issues. [hm] You cannot feel you know, you cannot see the emotions of people for example [ja]. You don’t really see .. those small reactions you will not catch. [hmhm] So, I think it’s hard to replace personal meetings with a videoconference [ja] or telephone conference [ja, ja ..yes]. Ja, I think so.
Q: Concerning all this meeting you have had with so many different people [yes], do you think like every day you meet somebody new you will learn something about yourself? Did you learn something about you?
A: Well, you can say that what I learned is … what how I react, you can say [hmhm], because maybe sometimes you will react to a certain uhm thing that somebody is telling you. Maybe, there are there are some people that are .. because sometimes of of maybe of language problems [hm] maybe people are telling you something which sounds like an insult, [hm] but actually it is not, but but because of maybe some pure language [ja] it can actually sound like an insult [hmhm]. So, sometimes you know there are some confusions [yeah] and possible conflicts, so, so I think you get to learn a lot about yourself [hm] speaking with people. A lot about how you can control yourself [hmhm] and how you can how you can speak maybe without showing too much emotion if that’s not appropriate in a certain in a certain scenario [ja, ja]. So, uhm in some places you can say uhm for example if you are in Kazakhstan [hmhm] then it’s not it’s not really uhm appropriate to show too much emotion if you’re speaking with somebody about something let’s say uhm delicate for example [hmhm], some business issue [hmhm]. Then uhm you probably need to stay a little bit cool and to look rather neutral [hm] so the cannot see [hm] if you are getting a little bit annoyed or maybe [ja], so, this poker face is quite [hm] is quite important. [hmhm] So, ja I think you I think you always learn something from the meetings [ja, ja]. Of course you can say having had many meetings there is a lot that is maybe you can say on the backbone [yes] that [exactly] you know almost by heart. [ja, ja] But still I think you you learn something. [hmhm]
Q: Even if you can’t put your finger on it [No] it’s exactly this
A: Maybe not exactly what it is [ja], but it it it it you know it all ends up [ja] small parts. [ja, ja]
Q: Uhm your meetings is this normally like two people the woman from Moscow and you and the distributor or possible distributor or is it like a big group maybe or is it different?
A: For our customers maybe, our customers for example well it depends a lot [hm] sometimes when we are when we are coming out to customers for example [hmhm] when we’re having uhm we went to Kazakhstan [hmhm] recently when we had different meetings out in different hospitals [ja] and uhm sometimes it can be as you mentioned, we have one customer sitting and we have Lena and I. [hmhm] Other times there can be maybe three or four or five people, so [ja] it depends a lot [okay]. So, uhm that’s hard you cannot put that as as … it is very different [ja] yes [ja].
Q: If there is a group of people and and some let’s say like [deep exhale] .. cultural misunderstanding or some well … not so nice incidents in the communication do happen, would you bring that up or would you say like: Okay we stop here, or something like that or look at it from a different angle or perspective?
A: Uhm .. well, actually I never I never did that to be honest, but only .. I can only think of one case where there was [hm] a meeting where I was very close on walking out on [hmhm], because of of the counterpart being extremely unpolite [hmhm], but uhm I managed to control myself but but [hmhm] I controlled myself to the extend that I didn’t leave because everybody could see that I was really pissed [ja]. So, so uhm but that’s the only time I I tried this. So, normally uhm uhm it’s not spoken out you can say [ja] such such things [yes, yes]. Ja, it’s uhm it’s not, ja it would not be uhm it would be highly irregular to do that [hmhm] I would say.
Q: Could you imagine what would happen if somebody would
A: I I think because if you speak about such a case here [hmhm] then it means we already have a conflict if we bring this up [yes] right? Even before we bring it up we have a conflict [yes]. So, it means that most likely the conflict that was would be even worse. [ja] So, it would not be very fruitful you can say. Sometimes I speak with Lena, Lena that is the director of the rep.-office, [ja, ja] uhm uhm [A slight laugh] we have a saying that uhm [A slight laugh] it sounds a little bit uhm a little bit uhm funny, but we are all prostitutes to Radiometer somehow [Q and A laughing out loud]. I don’t mean it you know [I know] that’s but somehow [yes] there’s a little bit truth in that [ja]. That we are doing many things that maybe we are not very happy about, but but uhm and we’re dealing with people that we don’t particularly like [hmhm], but but I mean, that’s because uhm it’s pragmatic [hm] you can say [hmhm], and then and then that’s what you have to do, because surely it’s not that I like all this people. There are many people that I like [hmhm] and there are also quite some people that I I don’t like too much. [ja]. So, that’s part of that’s part of this uhm [clicking his tongue] of this uhm ‘posten her’ [yes]. And that’s you know that’s the challenge about this inter uhm intercultural uhm … uhm work [yes] that you will meet you meet many, many different people [yes], some nice, some not really nice. [ja]
Q: But you also mean some nice Russians and some not so nice [Exactly] Russians?
A: Yes, sure sure.
Q: It’s not like: Oh this country we have always problems with that?
A: No, no, not at all. [ja] It’s uhm there are few countries I mean for some funny reason [Q slight laugh] the people are not so nice [Okay] [Q and A laughing out loud] I can name one country and that’s Uzbekistan by the way [Q and A laughing] but that’s the only example I have. [ja] Ja. Otherwise you can meet the nice Russians and you can meet unpleasant Russians [ja] like you can in Denmark [Exactly, like everywhere] Yes. [Of course] But I have neglected uhm Uzbekistan for some time because I simply dislike that country. [Okay, ja] so, uhm but that’s [A slight laugh] that’s the only example [ja, ja] [A and Q slightly giggling].
Q: Okay, but that’s a pity because at some point I think you have to [No] engage
A: Actually not, actually not [Okay, you don’t have to] No, because uhm because uhm in our let’s say compliance manual with Danaher [hmhm] it is it is written that if you’re meeting let’s say very corruptive people and corrupt behavior from [ja] somebody, you can say: No thank you, and that’s the case. [ja] So, so I [good] I can easily say: No thanks, [hm] to people. [Okay] And that’s the most corrupt country in the world I think, [hmhm] this Uzbekistan. [Wow] yes.
Q: I always thought from media that’s Belarus?
A: No, it’s not. [Okay, good] [Q and A laughing out loud]
Q: You’re the expert, I don’t know.
A: So, absolutely not. If there’s one thing this president is doing, it’s controlling many things also to limit [hm] this corruption. So, uhm .. but that’s another story. [ja] [Q and A laughing]
Q: Now we have been talking very much about the outside world of Radiometer in your case [hmhm], what about the inside world like the workforce working here. This is also becoming a bit more diverse, there are some more foreigners.
A: Ja, you can say, especially over the last uhm couple of years we uhm I noticed that uhm some of these uhm people studying M.BA. for example [hmhm] have been employed to the company in different positions [hmhm] and these are mainly not Danish people [hmhm] from from different places of the world [ja]. So, so we are getting some people to this part of Radiometer [hmhm]. You can say, we already have had many other people [hm] but they are living in other countries and working in Radiometer [yes]. But you know, we have companies in many places. [Yes] But also now you can see the integration has also come to uhm to Denmark [hmhm] to Radiometer in Denmark. [hmhm] Although, it’s still a very, very small percentage of the people [ja] that are of uhm none-Danish origin [ja, ja]. If we go down to [hm] to my floor for example, we’re sitting I think 30 people in the floor where I am in this Radiometer International Sales, [ja] there we have one person of none-Danish origin. So, … you can say it’s not [ja] it’s not that many [no], but uhm maybe a couple of percent something, I don’t have the statistics, [hm] but I do think it’s not, [ja] it’s not that many. But uhm it, you can say the tendency is that there are more than there was let’s say 10 years ago [ja] for example. [ja]
Q: In your opinion, how has this changed this uhm working together?
A: Uhm ..well [2 sec silence] a little bit hard a little bit hard to say, because you can say in my my main let’s say contacts [hmhm] is basically with the other countries because [sure] I mean I work with these external people [yes] with the distributors, with the customers [yes] so, I’ve always been working like this [hmhm]. So, for me it didn’t change much [ja] I would say [ja, ja]. It’s it’s uhm it’s not a big change in it for me personally [ja]. What about other people, I don’t know [ja] to be honest. [No, no you can’t, that is also why I asked so many others] Yes, Yes. [Q and A laughing out loud]
Q: In general would you say that just the concept of culture or culture in general, does that play a role at Radiometer if you just uhm hear people talking or discussing things or is this more everything is mostly task-related and culture doesn’t play a role that much?
A: No, uhm we uhm speak about things, for example this guy I mentioned that we have to working on our floor, he is from India [hmhm] so sometimes if we talk about [hm] I mean what is the specifics from where he is is here which is [18:52?] [ja] and that’s not necessarily work-related. It could be anything [okay]. For example speaking about Cricket [Q slight laugh: ja] you know which is very [yes] popular in [Yes] [A and Q giggling] India. Yes, yes, so uhm ja. You know it gives some extra uhm benefits [ja] let’s say [ja].
Q: So there are some extra benefits but are there also some downsides with uhm having?
A: Ja, sure, sure. Downsides are there as well, we had some directors in our national division [ja], this 30 people division, and uhm uhm coming from abroad and there were surely some problems because the way that they worked as a manager or as a director [hmhm] was not exactly in line of the normal way that a manager of Danish origin would work. [ja] And that created some some conflicts [okay], because you can say that in general when you speak about people from this case, Australia, it’s [hm] their organization is very much, is like hierarchy [hm] much more than we have in [yes] Denmark, where it’s rather flat [yes] you can say, and that actually, that created some issues [hmhm]. That, you know, things are kept on a need-to-know-basis for example [yes] where in Denmark you are maybe a little bit more consensus-oriented for example and you give more information [yes] to people working under you [yes]. So that was let’s say that was a downside. [ja] And uhm, ja.
Q: But that was brought up in a discussion or so, so that you could change these things, or
A: Brought up, yes but uhm it didn’t change much, you know, [okay] so, so, now it’s another situation that we have, but it was uhm some time back, we had that.
Q: Hmhm, ja; especially hierarchy there are differences,
A: Ja, ja, because I was you know, I was under the assumption that the people from Australia were more or less you know a little bit uhm laid-back kind of people [Q slightly giggling: ja] like in Europe, but it was absolutely not the case. I was completely wrong. [hmhm] They are more uhm let’s say Americans .. I would say [ja, ja], which was odd because I mean they originated from Europe you can say. [ja] So, but anyway it was [A starts giggling] [Ja?] [Q starts to laugh]
Q: But you handled that, so, it wasn’t a problem. Well it was a problem of course because you didn’t, you haven’t expected it to be it [No, no] like that.
A: No, sure, but you asked whether there was a downside to it [ja] and it was [ja] a downside [ja] yes.
Q: Okay, well coming back to some of your meetings or dialogues you have had, do you think you would … you said, you don’t have that many problems, and you came in on one of them, where you really rather wanted to leave uhm ja leave this meeting [Ah, yes], ja. Coming back to that, do you think that you have experienced some other misunderstandings that are not so obvious where you really were totally pissed and you wanted to leave this, but uhm so subtle things where you afterwards thought: Okay, maybe I shouldn’t have .. I shouldn’t have said this, maybe I shouldn’t have done like that [ja] then maybe … things would have been better.
A: Yes, sure, sure, there are of course things where you always, you know, you kind of [hm] maybe calibrate after a meeting and you consider: Maybe that was not the smartest thing you’ve said, or or [hm] did [ja, ja]. Of course, such things, it happens, you know, on a regular basis [hm] because you, if sometimes you need to challenge at bit [ja] also [ja]. And if you always I mean having let’s say consensus with some people you meet, that means you’re getting basically nowhere, [Q giggling] because sometimes you need to have some small differences [ja] uhm, so uhm ja so, that happens from time to time [hmhm] and I think it will happen always [yes] you know, issues like this, [ja] that you can never be [avoid?23:21] [ja]. But of course .. there are some things that you should know you should not maybe do in that particular part [hm] but you learn every day still. [hmhm] Even though being for many years [yes] in uhm Russia, still it’s uhm its’ a learning process [ja]. And also you can say, now things are changing, because when I started working in Russia it was mainly uhm let’s say the old generation [yes] that was dealing with the different business units. Now, you can see much more younger people and they are not necessarily of the same opinion as as the other ones [ja, ja]. So, still even now it’s changing [ja], and you can see that Russia is become closer to the things are being done in Europe [hmhm], at least, it’s not like in Western Europe, but it is uhm closing [yes] a little bit [yes, yes]. So, uhm I think there will be a constant change [ja, ja] I’m pretty sure.
Q: Because you always, you also experienced the political change over
A: Political change yes uhm [which has some influence] yes, it does, it has some big influence on on [ja] the way that people they are acting. Uhm, so, ja you know that happens [hmhm] from time to time some changes [yes]. [24:48 – 25:11: A speaks about that the change from Putin to Medvedev and that this didn’t change much in terms of his work]
Q: But as you said you can feel that there are different people in charge [different people, yes but] and they are getting younger [ja]
A: Yes, exactly and so uhm and things are not done maybe the same way they were 10 years ago [ja]. There are new ways of doing things [yes], which of course is an improvement [hmhm] in many ways [hmhm]
Q: Do you have the same feeling like in other former countries of
A: Ja, in some places it goes quicker than in others, obviously [hmhm]. If you take Belarus for example [hmhm] things are more or less the way as they were, you know, years ago [yes] because of the system didn’t change.. [hmhm] it’s still the same system and there people are still limited [ja] as they were 10 .. 15 years ago. [ja] [25:58 – 26:39: A continues to talk about small and big changes for the people living in Belarus, Ukraine, and Kazakhstan]
Q: So, you know many places you know many regions within these places and it also changes over time and so on, what would you say, in your opinion, if you just meet a person you haven’t met before [hmhm] what is it that tips you off, what tells you that this is a different culture? Or he or she is from a different culture as I am?
A: [2 sec silence] Oh, well uhm well, you can say, if I meet a person uhm who is Russian than you .. I know more or less there is a frame you can say from the beginning of the meeting [hmhm] and that this person might differ a little bit [hmhm] from what I think. [hmhm] But still I know I know more or less the frame [hmhm]. So, so I won’t be that surprised. [hmhm] uhm if that’s what you mean?
Q: Not [No] exactly. Let’s say what uhm do you think I’m from a different culture as you are?
A: Uhm ..uhm not as such, no. [hmhm] No, I wouldn’t I wouldn’t .. I wouldn’t put you in as somebody with a much different culture [hmhm] uhm ..
Q: But when would you do this? How has this person to I don’t know, behave, look, be? Let’s say, you go out into the streets now and then
A: Ja .. Of course you can, some people you can see that they are from a different culture [hmhm] there are certain signs that will indicate it [ja] so, therefore you will have some information, but uhm it’s not like you know uhm, normally if I meet somebody it’s not just like I’m saying: hallo, and I don’t know who it is, because when we have the meeting established [ja] I obviously know whom I’m going to meet. [yes] And that means I have a chance to prepare myself a little bit [ja] to whom I’m meeting [ja] Uhm .. so, so this way I’m it’s not that I’m completely unprepared. [ja]. Of course you can say there can be cases where we are maybe at an exhibition and somebody is coming and you don’t know that somebody. It can happen obviously [yes] and then of course you just have to you just have to uhm be a little bit [clicking his tongue] passive maybe [hmhm] initially and try to find out how how this should be turned [yes, yes]. Sometimes you can feel it if somebody is in a situation where he wants to show that he is you know the guy running the show [ja]. Sometimes it’s a good idea to let him do that, [ja] because for myself maybe it’s better to uhm to uhm to go in that direction. It’s okay, the guy is running the show, so let him run it, and then let’s see where it goes. [ja, ja]
Q: So, it’s kind of like you have the first thing would be a little bit like stepping back and
A: Ja, and then maybe asking some very open questions for example [hmhm] just you know, finding out uhm for example it’s a customer [hmhm] so, you could asking: So, what kind of hospital do you operate? [ja] so, and are you .. your specialty, what is your specialty? [ja] Then this guy will start talking about or this lady will start talking about [hmhm] whatever specialty he or she has [yes] and then uhm you know if you know the specialty then you will find out, okay what can I ask here? What kind of thing would be interesting for this person to talk about? [yes] And then slowly going in in this direction [ja] and then of course listening to the signs, uhm what uhm kind of person do we speak about [hmhm] so, a little bit you know you need to feel your way [ja] ahead [ja].
Q: Ja, uhm it sounds very easy but uhm but who did you learn that, who do you do that? [Q starts slight laugh]
A: Well, uhm yes I can tell you that, because ehm I had a very, very good teacher. [hm] And that was my former boss who was working for Radiometer many years [okay], and he resigned now two years ago. [hmhm] So, when I started here in Radiometer I was uhm going out with him. Simply sitting you know sitting in [ja] on the talks and listening to [ja, ja] the way he was doing this [ja] and I think you know learning. [hmhm] And uhm he gave me a lot of advice about how to work with the people, what I shouldn’t do and what I should do and so forth and then obviously at a certain point in time you try to make your own mind [hmhm] and taking some things and other things you don’t find so interesting for you. [hmhm] It also depends on what kind of person you are yourself of course [ja, ja] uhm so uhm so that was actually how I got started [ja]. And then after that of course it was my own challenge [hmhm], but for many years we were working together and I could always get some good advice from him. [ja] so that was quite uhm for me quite helpful [ja].
Q: Definitely, is this the case also right now, that you have sometimes somebody from Radiometer Denmark sitting in in your [no] your meetings?
A: No, well yes, there can be somebody, but there is nobody who can help me anymore [yes] because they have nothing to contribute, you can say [ja] So, now it’s I’m one can say on my own so to speak [ja, ja]. But then that’s where I’m using Lena as I mentioned [Yes, exactly]. So, she and I will sit there and talk, so, but she is of course Russian and I’m Danish so it’ll be our our [hmhm] interconnection not with somebody from Denmark [ja] because they have nothing to put, nothing to offer in this particular case. [Yes, yes] I have had some times when I have had to take some people with me [ja], but it’s more like a burden [Q giggling] than of any help, to be honest.[A giggling] [Q and A laughing out loud]
Q: Maybe that’s what your former boss thought as well? [A and Q still laughing]
A: Yes, yes for sure. For sure, and uhm .. but the difference was that that let’s say I was being educated in this particular segment [ja] and and and coming there on a regular basis. These people that are coming now they are coming from time to time going this place and that [ah, okay] place and this place and that place, just you know sitting in [hmhm]. So, it’s not like somebody like like me who was going to work in [yes] this [yes] particular place [yes], so, that’s the difference [ja, of course that’s different] Ja.
Q: So, they are maybe not that focused at all
A: No, no, because they have many things that they have kind of floating. We had uhm the president of the company [hm] he came with me to Russia [hmhm] some weeks back. [ja] And that’s uhm of course not so easy if .. for many reasons [yes] but also in uhm that particular place. [ja, ja]
Q: Uhm, going back to the language problem, uhm …. When did you decide to learn Russian or uhm was it your own wish to learn Russian?
A: Uhm … yeah, I I uhm thought it was uhm it would be handy to have some understanding, as I said I’m I’m not let’s say eloquent in Russian [hmhm] but I can I can get around [yes] in Russian. And then uhm by chance, I actually had Russian a couple of years in High School [really?] You wouldn’t expect [no] it was in the eighties [ja] there were some of these High Schools that had Russian as [ja] the third language [yes]. And I actually had it, but you don’t get so much knowledge from this language in High School [hmhm], but I had, you know, some basics [exactly] Ja, so, from that point it was a little bit easier for me. [ja] And then I went to some training courses in Russia [hmhm] in St. Petersburg and then I had a teacher in Denmark also, so I’ve had some different [hmhm] assistance with regard to the language and now of course when I’m coming to Russia then I’m trying to get some experience in in talking [yes] the language. [Yes] And usually when Lena and I we are traveling together then we use the opportunity to talk some Russian [ja] let’s say to improve my skills [yes]. Ja.
Q: And I would guess they are also quite happy just to meet a foreigner who tries to speak Russian.
A: Ja, that’s [I don’t know] No, it is actually [It’s at least my experience with Portuguese people] Ja, no it’s the same. For sure, it’s rather popular that you can get around and that you can [exactly] speak with people in their own language [ja]. It makes some difference, so I’m [ja] so I’m quite happy with this part.
[35: 46 – 36: 10: Q looking at the questions and the time, since 10 minutes already were gone before Q started the recording. Some small talk follows about me hopefully remembering what A had said in the beginning.]
Q: So, my last question, uhm .. uhm do you think that that like cultural training could be of any use if you take Radiometer as a whole or which departments could have a need for it.
A: So, what do you mean by cultural training?
Q: Uhm just telling people that uhm culture plays a role even though when just solving a task [hmhm] maybe even as you also said like structures of meetings [hmhm] might be different in different countries [ja] so you can’t expect that things are done like they are done in Denmark [ja]. You also mentioned you can’t just transfer the Danish system [Yes] to another
A: No, sure. It is I think it is always handy to get some information. Actually we had we had some uhm but it’s quite some years back, [hm] we had some cultural uhm information we had uhm we had a couple of hours with a person who was coming with some .. some cultural stuff, but [hmhm] it was not very good by the way [Q and A giggling], but it was some years back, [ja] maybe some four, five years back [ja, ja] and uhm ja I think it would be not a bad not a bad thing [hmhm]
Q: Do you think like every department could profit from this or are there certain departments within Radiometer that might need it more than others do?
A: Of course you can say those departments that are that are dealing with uhm with [hmhm] uhm the customers [hmhm] yes, with customers in in in some sense [hmhm], those people that are dealing with uhm manufacturing our products maybe for them it is not so important [hmhm] learning about culture [hmhm] because they are simply producing the stuff [yes]. But those who has got the uhm the network and the uhm connections [yes] with the uhm different people from other cultures, surely they could profit from this [hmhm] I I think. So it was also, this training I mentioned from a year back, [ja] it was our international sales division [yes] that had this, because we are the ones having the most [sure] connections with uhm with other cultures [ja]. We have you know in our group we have uhm Eastern Europe, Central Europe, we have Africa, we have Latin America [hm] and we have Far-East and we have Middle East [ja]. So, it’s a very [a big world] puzzle I would say. So, all the places where we don’t have a subsidiary [hmhm] is under this international sales division [yes]. Where we have a subsidiary, they work directly with some other people from Radiometer [okay]
Q: These are just like three places, [no] no two it’s just the US and Switzerland?
A: No, no. We have subsidiaries in the United States, we have in uhm we have in uhm Germany, [hmhm] we have in UK for example, [Okay] we have in Spain, we have in Portugal [okay] in Japan in New Zealand in Australia [hmhm] so, there are there are some places [ja] the bigger, the bigger markets. [Okay] France another one [okay] Yes.
Q: Ja, I just learned from Brian Nötzli [Okay] about France, yes that’s right, that’s right. So, the bigger markets
A: Ja, they have there is a direct sales operation in those in those uhm very main markets. [okay] And then the other markets are treated by us [hmhm] with uhm the help of distributors [hmhm] that’s how it’s organized. [okay] Ja.
Q: Good, so I really think you would be uhm one who had to give cultural training because I think you .. you know a lot, you experienced a lot.
A: Ja, but on the other hand I’m also very uhm [clicking his tongue] let’s say one-sided because my training is from a very very special segment you can say. I don’t know how much that will help anybody who is dealing with Middle East for example [hmhm] or somebody dealing with uhm Latin America [hmhm]. I’m not so sure whether that would help a lot, because I’m I’m very much a specialist [ja, ja] in my field [yes] uhm maybe too much [Q and A giggling]
Q: Do you think so? I don’t know I think you have the special special knowledge [ja] about uhm Russia and the former Soviet-Union [hmhm] states, but uhm if we take it a level higher or so there is you know like: staying a bit back and being open [hmhm] and take some time [ja] and think about what went wrong [ja] and stuff, so I think these are like
A: Of course, some some techniques of course [yes] can be implemented in [exactly] other places [ja]. Of course it can be the case. But I know for example in in Middle East [hmhm] I know in many places you need to be very tough you know [hmhm] on the distributors like almost you’re whipping them [Q and A laughing] it’s a little bit different way of dealing [Q joking: Yes, but that wouldn’t work in Sweden I think] No, not in Denmark either [A still laughing]
Q: Okay thanks a lot. Do you have any questions left?
A: No, I’m thinking we have had a lot of talks [hmhm] When are you finalizing your masters?
Q tells him about the deadline. A asks some more questions such as who many interviews Q made, which departments the interviewees were from, and how big the assignment is. Q answers the questions. At last A says it was interesting and that he wishes Q good luck with the thesis.

Interview transcript Interviewee I -K

The interviewee is briefed.

Q: First of all, could you tell me a bit about yourself and your area of responsibility at Radiometer?
A: I am director of R&D of the product line that we call AQT [hm] and I am heading the development department. And as such we have a development department in Copenhagen that is developing the instrument part of it, we have a development department in Turku (Innotrak? [name of the department in Finland]) that is headed by a local R&D head [hm], but that is providing the chemistry for the system [hm] and then we have a software development consultant in India. [ok]. So, we have three locations, where I am directly heading the recourses in Copenhagen, but interacting with the resources [hm] or with the heading of the R&D department in [hm] Bangalore, India and Turku, Finnland.
Q: Ok, that is quite international already [Ja] [laughing]. If you think about Radiometer just here in Denmark – this location, are there many cross-cultural encounters? And if so, where are they, which people are involved?
A: Since we are collaborating with India in our department [ja] we have Indian developers sitting here in Copenhagen [hmhm] coordinating, or in peak periods also larger groups of Indian [hm] collaborators are sitting here. We also have our partner from Finland coming down on a regular basis to discuss or participating in project meetings [hm]. If we see outside AQT, it’s the same. In the transcutaneous department that I was heading previously [hm], I was heading two departments, one in Copenhagen and the other in Switzerland [hm] in Basel. So there was a direct interaction with the two ehm entities, the entity in Basel, there were coming here and we were going there. And all the projects were actually mixed projects. So, [hm] we had a project leader either here or there and project members either here or there.
Q: Okay, so real like face to face contacts and not [no] just videoconferences or telephone-conferences or
A: No, we would use everything. [Okay] We’d use what ever [ja]. But typically, it is on a more regular basis we use teleconferences [hm]. We use webEx as a possibility to ensure interaction with .. if we have very special or if we have to discuss technical issues [hm] that are held by drawings or reporting into one, or we use videoconferences.
Q: Okay, and all these conferences, all these contacts .. Is your corporate language then English all the time or [Yes] to you switch .. In English [Yes], okay [ja]. So, the people that are in contact with foreigners – let’s call it like that – they have to have a certain proficiency in English?
A: Yes, yes, you have to have that. [Ja] It’s an American Company. [Ja] [A: Starts to laugh]
Q: I know [giggling]. If you look at yourself at your position right know, how often would you say that you have contact ehm that is cross-cultural?
A: Cross-cultural? Than you’d have to define ‘cross-cultural’ because is Finland cross-cultural? Or every time you’re outside the company that is cross-cultural?
Q: Good question, so ehm [A: giggling] you’re not supposed to answer a question with a question, so but I will pose the question now [Q: laughing]
A: Okay, but if I should strictly speaking, because we have cross-company cultures and that will be different [ja] no matter which company you would expressing with [hm]. So, yes. [hm] The answer is yes. [ja]
Q: And you have it on a daily basis? [Yes] this contact? [Yes]. Okay. Ehm, if you think about Radiometer as a whole again, ehm or also in your daily work. Do you think that culture plays a role if you just solve tasks? What is your experience?
A: That culture plays a role, yes.
Q: Yes, it does? [ja]. Okay. Now to come to that question I was supposed to ask you [slightly gigglin] Ehm, if you think about your last meetings and so on, ehm … what is it that tips you of that says: “This person is culturally different from me?” How do you tell, that somebody is from another culture?
A: Hm …. I don’t have a trigger in my head saying this is a different culture I am talking to [Q: giggling]. I think ehm [hm] you interact on a human basis [hm]. And then you know that there is differences in the perception of ehm of issues that you are discussing. [ja] so, it’s not so much whether this is another culture, it’s just the perception that is different [hm] on on .. So that’s where [Ja?] And when you see that this perception or or way of understanding or discussing relates to a particular entity that you’re discussing with, then it becomes in my head something that must be in the culture. [hm] But of course, people are different, I mean we are all from different surroundings [ja], so we will interact in .. We in Radiometer have a certain culture. So, here we have some certain sets of values that will be the same. So it’s very, we we can use a language that is the same [hm], and we understand each other [hm], being part of a Danaher company gives us also a common language [hm] in spite of the different locations that the Danaher companies have. So, we have the same vocabulary about business, ehm … ehm tools of different kinds to implement [hm], so we have the same understanding and all that. The system that we’re using it’s the same in all Danaher companies [hm]. So, there is definitely a company culture [ja] that is a Danaher corporate culture, there is a Radiometer that is specifically Danish and with the background that Radiometer has, and then there is - of course there comes in - cultures that we interact with, which may be a Danaher, but in Turku and a Danaher in France or there may be a completely outside company. But I’m not I’m not categorizing this as a culture [hm]. I mean the discussion is always either one to one or in a group [hm] and then if you see that there are patterns [hm], that relates to the particular issue you’re discussing, then you go the other way and say: It must be a cultural thing [hm] that we are dealing with here. Ehm a way of handling issues [hm]. And we have particularly seen that with our Indian collaborators [hm], because they have ehm. When we work together in a project team here, we can walk directly from ehm the team member to the manager to ask questions [hm]. In India there is a whole set of rules of how to interact [hm] with the customer [hm] that is different. So they have to go through a certain ehm certain persons before [hm] being able to ask your questions [ja]. So we have had discussions about when they are here that this rule should not play in, because [hm] we need to have this more direct interaction and we ehm we are more focused on the speed [ja] than on the formalities of these ehm [ja] these ehm hierarchy that ehm are in the system in India [ja]. And we have discussed that openly with them [hm] and then tried to prepare them that when they are here that they should [hm] .. accept that our culture is different [hm], not that we do not accept their culture, of course do, and ehm and ehm but they have to understand that it is not necessary to call back home to ask a manager or project leader back home that has to ask his manager if he can. And then he contacts me to have her to call me and ask me questions. I mean [ja] this ehm this rooting [ja] of [ja] is not working here [ja]. I mean she just [ja] - or they, he, whoever it is [ja] – just have to call directly [ja] to the manager [ja] and ask her question [ja].
Q: Now I know, it could be a little bit difficult but do you remember your first meeting in India or with people working together with India and how you experienced that first contact?
A: I certainly? have not been in India, yet. [Okay] It’s been in the planning, but I have not been there, yet. I started in this position first of January and I haven’t had time to do it, because we have some [hm] very important launches to do before that [hm]. But the meetings have been mostly by teleconferences [hm] and this is not very effective .. I mean to have exactly this interaction [hm]. You need to be face-to-face [ja]. I still need to go there and have a face-to-face meeting [hm] with all the people. They have been here, though. [hm]. But not the whole team or group. [hm]
Q: But when they came over here and you met them the first time, were these patterns of doing things, were they prevalent, and was it [No] then that you experienced
A: No, I wouldn’t say, I wouldn’t say that [hm], because I’m mostly reacting or listening to what my associates siger ehm tell me. [hm] They have this ehm .. they have noticed this pattern. So, that ehm it makes it awkward when you’re sitting in the same room that you have to phone ehm Bangalore and ask permission to ask someone a question before you go to his table and he’s sitting right next to you [ja]. So, they have found it very awkward [ja] that they could not first [A: laughing] ask the question [ja] [Q: laughing as well]. But I would say that I ehm I rapidly ehm learning that they rapidly are getting accustomed to that .. Some of them are [hm] very rapidly are getting [hm]. So, again, I would say cultural barrier is very much a personal thing. I mean, how much emphasis you put on it and how you can [ja] get rid of your cultural heritage [hm] in that way [ja].
Q: If you have a conversation with somebody different from you, what is the main purpose of this meeting or conversation or?
A: Typical management type of questions and project management issues .. that would be the timing when do we go out to get this, what are the difficulties, what are the issues [hm] what are the main risks in this project [hm]. So, this type of conversation, that’s what I am doing. [okay]
Q: Do you remember a very, very … let’s say challenging conversation you have had?
A: [3 sec. silence, deep breath]
Q. Where you felt you would go nowhere and they wouldn’t understand you.
A: Ehm … I mean where I had the most challenging discussion in my former position when we were .. because we acquired our biggest competitor [hm]. So, the question is not perhaps so much whether it is a cultural thing, but the roles [hm] that we were playing, so .. Because we were the acquiring company and they were the acquired company. And then there was an organizational ehm .. I would say ehm misconstruction that resulted in an awkward situation where, when we set out to make a joint project and there were technical issues coming up [hm] then there was kind of true standpoints: there was the Copenhagen standpoint and there was the Basel standpoint and this could not be resolved at the project ehm [hm] leadership ehm level [hm], but was escalated to the manager level, the vice-president level before it could be could be solved. [Okay] and this resulted in very awkward meetings where the vice-president had to be participate, due to this organizational construction. So, it was more the organization that did not bring down to the level where these issues actually should have been dealt with [hm]. Instead, it was pushed up in the system. So, I would say, I don’t know if I could call that a cultural thing, but that would be more due to pure organizational structure. [ja] Because you .. one could imagine the exactly same thing performed internally. I mean, two departments internally [ja] they could have the same [ja] situation coming up. So, whether it was .. There was of course a cultural thing because they had been a company on its own for many, many years. I mean, they were a part of a bigger company, [hm] but always as a separate open? entity and they were [hm] usually in charge of whatever was going on [hm]. And suddenly we came and told them what was going to be and this was the first time in there more than 40 years history that someone was going to tell them what to do when [ja] and which component put into what and what then the product platform should be. I think this was a [ja] very new situation for them, because we were head-to-head competitors. [Ja] and they have never been bought or owned by a competitor before. So, there was of course this: “we want to get it our way because we know how to deal with this.” And we said: “we know also how to deal with this. This is our way of doing it. [Ja] This is why things, even small things escalated on the vice-president level.
Q: Was there no way that you could actually meet in the middle, somehow? And merge this two …
A: Ja, but that level was created when I was pointed head of both entities. [Okay] So, then discussions stopped at my level and never were escalating to vice-president level. [Okay]. Because then I had to merge the two point of views on both ends [ja] instead of having that down in the project group if there was disagreements. But very rapidly, due to this construction it ended. This discussion ended at the project grew very fast from that. [Okay, that’s very interesting] Ja.
Q: Do you remember how you did that. At the very first beginning …
A: I don’t think I did very much at all. [Q: laughing] I think it’s much more an organizational issue. I don’t think, ehm I mean the fact, that the same person is ehm responsible for the entity and is heading the R&D Development in Basel and not a local that was in my mind the biggest ehm … change. [hm] And that was the reason for why we certainly could move [hm] forward rapidly [hm], because it didn’t go through a manager and through a managing director that should go to a vice-president here and down to [bumping with a pencil on the table to indicate the steps unnecessarily taken] [ja] It stopped at my level and there was nothing [ja] they had to agree with me in both entities and I was ehm the stopping, blocking that. So, it didn’t do other things than just being present and just having actually the authority. So, that made the change. [Okay] Because than you couldn’t go elsewhere. [Yeah] You couldn’t go around that [starts giggling]. [ja, ja].
Q: Was it in the very end you who took the decisions what actually to do?
A: Ja, ja. Exactly.
Q: Ja, okay.
A: But it certainly turned from being to separate entities into being one. And I think, that’s the strongest [hm] signal, you can give; that we are no longer two entities that we have the same boss. [hm] We are one entity. [ja] And then we are geographically separated and that’s still and will always be a problem. Things take longer time when you are geographically [hmhm] separated. And these ehm corporate meetings and all that, that cannot establish a common culture and understanding of the world around them. And this is different when you are geographically separated.
Q: Ja, ja. Okay …In general, how do you feel about engaging with other people … from other cultures?
A: Generally, I don’t have problems. Not with the cultures I have met. I don’t find it particularly difficult. [hmhm] I think it’s or generally it starts with respect for the other culture, any human kind [Q: laughing out loud; A: joining in] And that’s why I’m saying it’s not perhaps .. it’s difficult to see or to say, when it’s a cultural thing and when it’s a human one-to-one interaction thing [hmhm]. I mean ehm that’s difficult to ehm [ja]. Because you can be from a very strong cultural background and still be open to discuss and be accessible and understand other cultures. I mean, that that [ja] is not necessarily This is not what I have being seen that there is so much with culture than the one that he is translating the culture [hm] into how he perceived the culture. So …
Q: So to say, these would also be some skills to being open and ehm listening to ehm …
A: Yes, and at some level it is some kind of understanding the background that helps of course. [hmhm] to understand why people are reacting as they do. You need a lot of help in that domain because usually you do not know these backgrounds [ja]. I don’t know much about India and the background there [ja]. You can only start by respecting the other [ja] and accepting that there are differences and [hm] ehm because I don’t have the ehm I don’t have the knowledge about how this culture actually … Why is there company built up in that way? [ja] [A: giggling] I mean I don’t have [ja] the [ja] understanding of that. I can just see that it is build and that there is a hierarchy that is different from [ja] that one that we have here, and this is accepted this way of moving forward; where we have another acceptance of construction where we are much more even [ja, ja] than than in other countries [hm] typically [hm] it is the case. At least in this type of company [ja].
Q: When you think about .. no, let’s put it differently. You knew you would collaborate with India at some point in time. Did you try to get some background about India and if so, where did you get the information from? …. Or did you just walk into that conversation, open-minded and …
A: I just walked into it. [ja] There was no ehm. We didn’t have any discussion about cultural background, no preparation as such. It was [hm] a - I would say - business decision that we needed to move the developing task to [hm] low-cost region [hm]. And that was the driver, [hm] so there is absolutely no understanding of or preparation for this entrance. [Okay] The preparation was done more or less from Danaher who has been working to identify companies in India [hm] that could match companies within the Danaher cooperation [ja]. And then when this came to Radiometer it was these companies that we interacted with, so we didn’t go out to find some new. So, they were of course prepared that way [ja], but what this preparation is I don’t know, I don’t know how much [hm]. But I know there is an entity within Danaher that is taking care of all that. [Okay]. So there’s been a very thorough screening [ja] of [ja] companies that could match [ja] and had matching capabilities [ja].
Q: Okay, so that was a kind of second-hand meeting one could say, because Danaher actually ….
A: Yes, they provided the first screening [ja, ja] and then we came in afterwards and said: We have this project, can you help us with this? So there was not, no action from our side regarding cultural discussion [hm] or problems that may be related to that point.
Q: Okay. Now you have been talking to people from India a bit more often. Have there been some misunderstandings [ehm] .. maybe in the first meetings?
A: I don’t know if there has been misunderstandings ehm [4 sec. break] I mean there has been difficulties, but I don’t know if they are misunderstandings actually related to [hm] I think emphasis has been different: Where is the priorities and why do we see this as the first priority compared to this? [hm] Where, it may be easier for us because we have this surrounding where we can feel this priority pressure where it is much more difficult [ja] but that’s not necessarily a cultural issue .. that could be much more a geographical issue than a cultural issue [hm] in my mind [ja].
Q: Ehm, in your experience the first meeting you had, did you kind of like … do you have a kind of road map what to do and how to do it and [no] and .. So, you just
A: Just, we need [Okay] to do this and that and these performance criteria and this tolerance [Q. starts giggling]. It’s ehm, [Okay] it’s very head-on. I mean, and then ehm, when do we need it, how many people and how much will it cost; this is this kind of discussions. Very head-on.
Q: Okay. And there is no time for personal talk?
A: Ehm … I don’t know, because this was done before I came into [Okay] I am not sure whether there has been not business talk [ja]
Q: But not in your case, when you have been present.
A: Ehm no [not] no, not in the time that I have been there at all [hmhm]. They are starting though, because I asked to have other kind of discussions [hm] but not before [ok] no.
Q: Good. Do you prepare yourself for a meeting? No, you don’t, you said so.
A: Prepare for meetings [Q starts giggling] in general [Ja but not] but not particularly [no not particularly] no, but not particularly regarding the cultural aspect [That’s what I mean] No, I don’t prepare for that, no. [ja, ja]
Q: If we look at the behavior, we can call it like that, your main goal - you came in to that – but your main goal when you work cross-culturally, is to get the tasks solved [Yes], I guess?
A: The main goal is a tasks goal [Yes] to be honest [Hm]. It’s a question to having development done [Hm] with best quality at the lowest price [ja] and as fast as possible. So that’s the goal. [Okay]
Q: Ehm, if those meetings don’t really work out the way you want to are there some strategies you use to, I don’t know, to push them to going faster or to maybe redefine the goals or something like that?
A: I mean it’s always better to understand what the issue is before setting up a strategy [hm]. I mean, it’s very [ja] and that will be depending .. as I said, [ja]. Before you understand what is actually going on in this circus round ehm the Basel entity [hm] I mean understanding that this .. this was unhealthy or project [ja] how this a this a manage- this organizational structure [hm] I mean, again it’s understanding the issue [ja]. So, when the background for the issue is understood [hmhm] then to attack it head-on and that’s typical [hm] and here I. My point was much more a structural thing in there. It was actually a structural thing that was [ja] because basically when I looked at the two companies, I mean, they were not that different, I mean, we were in the same market, we had the same customer [hm], we had the same drivers in the market, I mean everything was more or less the same, except that they were located in Basel and we were located in Copenhagen [ja]. And a, of course the personality of the leadership that two places is different [hm] but this is not related to whether you are from Switzerland or [hm] or you like to say: Oh, it’s a cultural thing, when you discuss it. [hm] but that, in my mind, that was not a cultural thing [hm] that’s ehm [hm] a personality thing [yeah]. So when it this was gathered in one person, then it did it kind of letted ? out [hmhm] and it was accepted [hmhm] and I would say perhaps the cultural part when I look at Basel and at Copenhagen, that was ehm much more visible is that when implementing the tools and and ehm obeying to I would say the orders from the manager [Hm] is much more effective in Switzerland [ja] than it was here [hm]. Things really happened when I said we need this and that. I received this and that on the date, at the time and so on from the Basel entity [hm] whereas here, this is my basic location, it was always: “Hi, we can just wait”, or “after lunch” or “tomorrow”. I mean, there was much more [hm]. I don’t know if this is a real cultural thing, or whether it’s just because it’s easier when you are setting next to [ja] the head of the department [ja] to make agreements over lunch. Because one is much more familiar [yes] and I am a much more distant manager [ja] when I was managing [hmhm] in Basel [ja]. I don’t know. But they were very much more and are still keen on on replying to questions [ja] and doing that timely and responding and so on [ja]. That maybe a cultural thing, maybe [ja].
Q: So, actually, if I got that right, you had to kind of a little bit change your way of doing … so, you do a little bit different [ja] in Switzerland than you do here?
A: Ja, because you can feel that the responses is different [hm]. So, I have to adapt to responses, see what works here and what doesn’t work [hm]. So, yes.
Q: And that was out from experience, nobody told you that [No] it works like that over there?
A: Again, it starts by listening to the issues [hm] and noticing what’s happening [hm] there was no form of training in that [hm], no.
Q: Which brings me to the more let’s say like organizational level back again. Is there any cultural training in some sense here?
A: I haven’t been through any. [hm]
Q: And you’re not aware of that there should be
A: Not to my ehm knowledge [Okay] I haven’t heard [Q: starts to laugh] of that. could be surprised that Human Resources actually has a cultural training ehm But I haven’t heard about it [ok].
Q: But maybe somebody who has ehm been an expatriate for two years or so might have might have had some training [hmhm] or so. I don’t know. I might ask Vibeke [the researchers contact person from HR] about it.
A: If you’re going to talk to Brian Nötzli or so, he has been in France for instance. Maybe has been prepared for that. I don’t know though. [ja] He was managing the entity [yes]
Q: Yes, I see. In general do you thing that culture does play a role in this company? Somehow? Do you talk to .. you’ve got like people from dif from 20 different nationalities. So, is there
A: But again, it’s the question how you define culture [both laughing]
Q: How would you define culture?
A: Does it play a role? I mean, yes, it plays a role because you get, you get, you have a way of doing things that relates to where you are and what company you are in [hm] and what background we are translating [? 31:39] in. [hm] So, all these kinds all these elements play a role [hm] so, of course in that view, culture plays a role. Yes, of course. [ja, ja]. This is kind of difficult to say no to, that it doesn’t play a role. Of course it plays a role [ja].
Q: Of course it depends on how you define it.
A: And then it does play a role inside. But again .. I mean, you you don’t walk around and say: “Oh, this is a cultural thing in the software group. This is a cultural thing in the mechanics group and so on. Or this is a cultural thing in production compared to development.” [Q: slightly giggling]. But there are differences and that differences works [hm] I mean, what is culture and what is the fact that you have different education [ja] at different parts of the company [hm]. Is that culture? YES. In the broadest sense it’s culture [ja] [A: starts to laugh; Q joining in] Everything becomes culture. [still laughing] [ja] ja.
Q: See, that’s why I asked you “how do you see that someone is culturally different from you?” [yes]. It all depends, ja it all depends on the definition, of course it does. [ja, it does] ja. Ehm, last question so far: Ehm [3 sec. break] Just say we would .. or Radiometer would like to enhance its cultural awareness, [2 sec break] who do you think, whose responsibility would that be? Who should take this – if it is a problem at all – [hm] it doesn’t seem to be a problem here, but if it would be a problem, who should take this responsibility to push that forward that this would .. change and which role would you play in this?
A: [2 sec break] I mean ehm, I feel, I have been playing the central role in this. Particularly in this merger [ja]. Because I had this key-role of trying [ja] to make two entities working together. So, of course I should be part of this [hm] this work. And I would say the same thing here. Actually I started discussing how to deal with the cultural elements between the Indian company and [hmhm] the work that we are doing here. Are there .. ways of doing things so that we actually perceive their work ehm in the right context [hmhm] except, or because it can rapidly become or it’s because it’s this company, [hm] that this company that is doing the work, they have another cultural background, they are not used to this and that and so forth. So, it can become some kind of ehm of just saying that this is ehm So, you have to or my role has been to continuously try to remove in the mind of people [hm] that we are two separate entities. We are one entity and this is a team [hmhm] member, and he is located in Bangalore and this is a team member, he’s located in Copenhagen [hmhm]. And likewise with Basel. We are one team. [ja] So, my job has been mostly to try to erase this [this] ehm mindset that typically comes, because us and the others. Because this is typically this is rapidly this comes also here [hm], because there is development and there is production, the others. Or there is development and there is marketing, the others. [hmhm] They do things this way, they don’t have, you know [hm] and so on [ja]. So, the managers typically try to to not add petrol to that .. line of thinking [ja], because that they so prevent to keep people in boxes or such [ja, ja]. But the more people work together, I mean, jointly around the table [hm], the less problems there are. [yes] And the less they work together, the more they interact via email and phone or that close together, the more difficulties [ja] there will be. [Okay] Acceptance I would say of each other’s decisions or conclusions or whatever [ja].
Q: So, now you say you want to change that kind of thinking [hmhm]. Do you have an example of how you do that?
A: First of all it the language, I mean, [hm] you shouldn’t accept that you say we and them [okay]. It starts there. I mean, I have had long discussions here, particularly in this merger, where we were one entity [hmhm] and it was always us and them. So when you start discussing that and everybody becomes aware of this we-are-saying “we and them”, and “they are not delivering at the time”, and “they are late”, or “we do it” and so on [hm], then you start creating ehm a [ja] language barrier. [ja] I think it’s stopped where you continuously try to train and at least being knowledgeable that now we are saying “we and them”. [hm] We better not say that because that is not good. Then I think you start this accepting that [hm] that we are one entity that has to provide [hm] and we and them that much, in my mind, that is much more a question of: “we have to fight all the issues we had in the project.” [ja] I mean, the issues are them. [A: starts giggling, Q joins in, laughing] that we have to deal with [A: loud laughing]. Not between [ja] people [ja,ja]. So. So, we have to close issues, to tackle issues, these are the foreigners [hm] and the intruders and whatever [A: starts to laugh] [ja] and not our colleague [ja] from Basel, Bangalore or Turku [ja].
Q: But that actually really asks a lot of you, because then you have to go on the meta-level kind of and observing actually what’s going on and
A: I don’t know what I am .. going on what level [but you]. But at least I can hear when they start with this language, then typically it’s because they are moving, you know, trying to separate from each other [ja] instead of trying to join each other and discuss the issue. [hmhm]
Q: Ja, from my point of you actually there should be more similarities than there actually are differences, because [hm] as you said like [hm] also like concerning Basel and Copenhagen. So, it’s very ehm Maybe it’s a question about power … that somebody just
A: I mean, I think, when you questioned who should do something, I think it has to start from above. I think that this has to kind of be actioned [hm] from above. But, ehm reality taught ehm the the [2 sec break] acceptance of different cultures is on the personal level [hm] it has to start by saying that it is on this level. But the fact that we are being made aware that there are cultural differences, that may hamper proper development, [hm] or whatever you may say, [hm,hm] that’s from above that this has to happen. [ja] that you have to deal with that. [ja, ja] And make people aware of these small ehm kind of ehm how do you say ehm … where you are trying to distance yourself [ja] from the other one by ehm [ja, these unconscious] you don’t, actually you don’t do that by .. because you’re mean or anything [no], but you’re just .. reflecting what’s behind. And if you start by being knowledgeable about what’s going on, then you start by perhaps actively training yourself and not having this ehm language behavior [hm] and then suddenly it [hm] becomes “Ok, he is my colleague.” [hmhm]. And of course you have to do something also about ehm the meetings. The fur.. the less you see people [yes] the more you have the tendency to not being part of the same culture [ja, ja, ja].
Q: But that is actually quite time-consuming and [ja] then you have to travel a lot [ja]. Do you think that videoconferences
A: But every time we have done that, this has been the travel worth it. [okay] Every time we have had issues of technical kind and so on, where we had discussed at length over the phone [hm], this can be solved in half an hour when you are sitting together. [Okay] Because suddenly you understand much more each other’s point of view [ja] and you can rapidly close it. So, I think when you feel things are escalating over the phone or [hm] over the webex or whatever, then call for a face-to-face meeting and that cultural [? ] you have to move over to the other [hm] and then things are much more easily solved and very.. [ja] And this I think a general rule [A: starting giggling] [ja]. Don’t let things escalate on an email. Then when they sit in front of each other, because then suddenly it appears. [ja].
Q: When you say like “escalating” is it then .. who takes charge of it that this escalation stops kind of ..
A: Ja, I mean ehm typically it pops up in my hearing and listening [hm] that there is an issue here: We say this and they say that. [hmhm] [And you can’t find a way together] and they cannot solve it within the group, then it pops up to my level [hm]. But ehm, typically it would be the project leader that should be, you know, aware of what is going on [ja] and trying to reduce the noise. [ja,ja]
Q: And then taking charge [yes] and then even maybe suggesting [ja] that one meets in person? [Ja] [Okay] … Before we now stop the interview, is there anything you would like to say? … A bit more
A: I think I have said what I am .. I don’t know if I have any more … [Okay]

Interview terminated. I ask whether I may contact the Interviewee in case some questions should come up. The Interviewee says okay for it and leaves the room.

Interview transcript Interviewee I -L

A: Hej, er det her jeg skal .. jeg hedder Interviewee L.
Q: Du er Interviewee L, ja så er det her.
[some small talk in Danish]
Q: Lige et spørgsmål, er det ok hvis vi gør det på engelsk?
A: Yes, no problem.
[A makes sure that he doesn’t hold a leadership position. Q says that’s ok. A just wanted me to know, because he has read my email, where I asked for people in leading positions. Q tells him a bit about the thesis, how long the interview will take and so on]

Q: [02:01] Interviewee L, first of all, could you tell me a bit about your background and what you’re doing here [ja] and what your area of responsibility is?
A: Uhm my background is that I am an engineer [hmhm] and uhm uhm I have been working with software development [hm] for 30 .. 33 years [wow, okay, it’s a long time] Ja. First for Ericsson and then uhm I was three years in the defense of the [? 02:33] and from 2005 [hmhm] I was employed here. And I’m working also with software development here [hmhm] in uhm new products, called AQT [oh yes, I heard about it] You heard about it?[ja] it’s uhm what you call an acute-care-instrument [hmhm] and uhm the benefit of it is that you in a very short time can have a measurement from a blood sample [hmhm] 18 to 20 minutes [okay] so that’s uhm important for emergence and uhm [hmhm] ja what to you call it intensive [ja] departments and so on [ja] so that they can get their results [in a very short time, ja] I’m mainly working with the graphical user interface [okay] so, that’s being my responsibility. When I was employed here [hmhm] I was the project manager that was to uhm experienced designers system uhm people with system knowledge but now there’s only me [A starts to laugh] [Q laughing: Okay, you’re all alone?] [A still laughing: I’m all alone] Ja, and uhm had been impossible to get a new to get these assistants replaced, maybe we will get a product manager [ja] and that’s why I’ve been I have had to take some roles with respect to [okay] the product, not because I wanted to do but because of more needs [ja, ja]. And uhm in relation to that [hmhm] I hold the contact to uhm to our uhm to to the Indian company, software company which we are cooperating with [ja] or which is helping us to do the software development [okay]. Actually I just came from one of our Monday meetings [okay] we have one telephone conference each Monday morning [hmhm] when we go through these things and answer some questions they may have. [ja]
Q: So, you have a lot of actually almost on a daily basis you will have contact to India or
A: Ja, I do have uhm we have we have at the moment two people from Bangalore [hmhm] up here [Okay, ja]. Normally we will have one to two people [hmhm] it uhm, not often but sometimes they change, so another guy or girl is coming up [ja]. So, that has been a little challenge to uhm [hmhm] so, it is in this contact that’s [yes, that’s not exactly] that there is cultural difference we meet. [ja]
Q: You said it’s challenge, what is so challenging about this contact?
A: Well I guess there is a cultural difference in the way we think and work [hmhm], and also in the way we’re organized [hmhm]. My experience is that they uhm here we have a it’s more free [hmhm] I think people I also think about the people on the floor [A slight laugh] [ja] are always questioning decisions [ja] they say: Why do we do that? Is that important? In India there are never questions. If they are asked to do this, then they do this. [okay] If I tell them to this, even though I don’t have the authority to do it, then they’ll do it. [A starts laughing] [okay] [A and Q laughing] so, it’s a little bit strange [ja] they’re really humble [hmhm] in that sense and uhm they I don’t know if that is the right way you want me to do, you may stop me if you [no no it’s totally] Okay [I have never worked together with people from India, so it’s interesting for me to hear [ja] about your experience] Actually they uhm I have an example from what last year [hmhm] there was uhm a young engineer a young girl [hmhm] who was up here and at that time we had a couple of experienced people from there also [ja]. And uhm at a point in time she had to ask me about something [ja] but she didn’t dare to approach me [oh, really]. So she was asking her companion [ja] it was okay then that he asked me what to do [really]. Ja. So, that’s a little bit of [ja] the way they are. [ja]
Q: Do you think she didn’t ask, because you are older or wiser or you are the boss?
A: No, it’s not, actually they know I’m not the boss [okay]. No I think it’s more the way they’re organized, because they never question. If they are asked to do something they always ask their superior [hmhm] or the superior tells them what to do [hmhm] and they never question [hmhm]: is that a good thing to do or wise or could we do it in another way. Sometimes they even, they don’t dare to ask [ja]. If they have questions or they need some information [ja] we are I have often experienced they don’t ask for it, they doesn’t do something [ja] and then of course that happens to [ja] not be the best thing in the end [exactly] so, so that’s uhm [that’s challenging, it really is] Ja. [do you] because [ja] I also, what I tried, maybe that’s not the way to go for all of them, but I said [hmhm]: Just ask me, don’t be humble [hmhm] let’s do the Danish way [A giggling] [ja] But but that’s they can’t do that. [okay] I think it’s in the backbone that uhm [ja] I can’t do this if I haven’t been taught to do that [hmhm] or uhm ja. Some of them has grown [ja] at the moment we have one of who also has been here uhm a couple of years uhm earlier, [hmhm] and he is working more the Danish way [ja]. So, he is more free. [ja] But it’s only him who can do that [hmhm]. [and it takes a lot of time before] It takes time [ja] and even though they are still acting in a very humble way som: May I have, and do you have time [ja] and [A starts giggling] but that is not the Danish way, we just you know: Let us talk [Ja, I know] [A and Q laughing] Ja, ja.
Q: Did you actually experience that you, yourself, you changed a little bit and do you approach the Indian people differently than you do a Dane?
A: Ja, well I think I try to think and try to well, I don’t try to you know, uhm adapt to them [ja] in in that way [No, you don’t go around and do like they do] No, of course I try to be humble and [ja] I try to respect them [ja] and uhm I never uhm .. how should I put it uhm put questions to the way they are working or by by saying it [ja] them but [hm] maybe it’s more like uhm an encouragement to get involved. When you’re here, just you don’t have to ask me each time [ja] you can go and talk to the people who you need to talk to [yes]. So, so I send a couple of them has has [hmhm] taken that opportunity [hmhm] and the funny thing is, there are maybe three of them who has uhm grown in that since [hmhm] and two of them they have left the company [okay] because they found [they couldn’t] they couldn’t uhm [change] ja, ja. They changed [okay] but they couldn’t live with the Indian way of working any more [oh, like that] Ja, ja. So they are, one of them has got a job at Motorola in Denmark [okay] [A laughing] and the other one who just resigned recently, she uhm she will go back to Denmark here and take an education here at Copenhagen Business School [ja, ja] and will also try to get a job in Denmark afterwards [yes], because she was really tired of the [hmhm] Indian way, because they will control all the time [ja]. The project manager was uhm they have to know everything [hmhm] so, each time I communicate with some of them [ja] they want a copy for the manager [wow, okay] so, so .. sometimes I won’t do it, but but if they send me something [yes] then I will always copy [yes] that for [ja] the project [ja] manager [okay]. So it’s uhm this [indicating a shape of a pyramid with his hands] [ja, very steep] ja [hierarchy] Ja.
Q: So, you have to do a lot of extra work if you really have to document everything and then [ja, you can say that] just, so that they know ja, ja
A: Now you mentioned that you have telephone conferences [ja] uhm .. I could imagine it would be very difficult because it’s a totally different English, they speak.
A: Ja, it’s a bit difficult to hear what they say but as we have other ones up here [oh yes] We always [that’s very practical] have uhm or you have to ask [ja] if they can repeat that or talk a little bit slower [ja]. And uhm some of them is quite easy to understand, some talks fast and but ja [it’s different] I don’t think it’s a big problem. [hmhm] There is always an Email, if there is something [yes] I didn’t really got that [yes] then I just write an Email. [ja] so uhm another thing uhm I think I have experienced, they are not very proactive [hmhm] so, uhm at least in the beginning and still I guess, we always have to tell them: THIS is what we want from you. [hmhm] They uhm today they are [A’s mobil buzzes] they are uhm how they work more or less as uhm as a Radiometer department [yes] even though they are consultants [yes] but they have an access to [okay] whatever we have here [ja] so they are regarded as a team [yes] Ja, but still they don’t really act in a way that is .. normal or what should I say an active [ja] Radiometer team [ja] the problem is, they are not very proactive, they always have to be told: Please do that [hmhm] so they never go: In order to do that we have to [ja] have to have this and so on [ja] So, it’s it has been a little bit difficult [hmhm] and tiring, [ja] because you always have to [deep breath] control and [push and] ja push along, especially with respect to the project management. They have been asked to [hmhm] take some smaller tasks there [hmhm]. But it seems to be very difficult for them uhm especially that part of it [ja] [ja] to act as project management [ja] uhm so
Q: Do you think it has something to do with that they are so far away and they don’t feel really connected?
A: No, I think it’s due to the culture [okay]. I think they’re all they are all uhm .. uhm well educated people [hmhm] but they are very specialized [ja] many of them is good programmers [hmhm] but they don’t have uhm uhm I don’t think .. they don’t show the ability to rise a little bit up and take this uhm what do you call that bird view [ja, ja] So, so they are uhm uhm educated or grown up to uhm do what they are told to do [ja, ja] and I think that’s a little bit difficult [ja] to uhm especially when we are short of people [ja, definitley] and we expect that everyone is taking responsibility [hmhm] and uhm ja, maybe do a bit more than ..[you just ask for] you just ask for, ja. [ja, ja]
Q: Does that actually mean that you always have to maybe define what to do in a bigger extent, so that they will do these extra steps maybe?
A: Ja, in principle yes [ja] you have to define what they have to do [ja]. And I think it has taken a long time to come there, but ja [hmhm] it’s still it’s still uhm it’s still an issue [ja]. Maybe over time it will change but there is always another problem in respect to hire an Indian an Indian company [hmhm] people uhm they have a, what do you call it, bigger exchange of people [hmhm] 30 percent of them each year are leaving [wow] companies or changing companies [ja]. So, we have seen a lot of new faces and uhm [ja] there is not so many left from when we started. [ja]
A: So you always have to start actually new and [ja] explain what this is about [ja, ja, in principle ja] So, that’s a lot of extra work?
A: It gives extra work, ja. Especially for a technician like me [really]
Q: Did you actually know uhm why did you have this consultant company in the first place?
A: We uhm mainly we started up uhm when I was employed here, it was not the intention to uhm to uhm take in consultancy [ja] we would do with the people that we have, it was this experienced guys [hmhm], but quite shortly we find out that .. we couldn’t do it, it was a too big job, so [yes] we thought first, we should hire someone to help us with the test [hmhm] part of it [hmhm] and that’s where they came in [ja] so uhm [ja] this company has an agreement with all uhm Danaher owns Radiometer [hmhm], has an agreement with [?bepo 19:34] which is an Indian [ja] consultant company [ja]. So, so we uhm had to use them [ja]. Ja, so we get in contact and get an agreement that they should help us with testing [hmhm]. But as uhm people left here [ja] then there was more need [yes]. So, today they have uhm both the responsibility for design, programming and testing [wow]. So, we in principle we, you know, we have the project management respon..some system responsibility also I [hmhm] we have a couple of other guys but they are working with another part of the system [hmhm]. There is need for two uhm software uhm part [packages] packages ja [ja] so uhm there are some other man they are working with another part of it. They also have a couple of Indians to uhm help them [okay] uhm. But they still develop this software here [hmhm].Whereas where I am the uhm Indian now. [ja] So uhm and it makes a little bit difficult also because uhm in relation to other groups which are working at the programs [hmhm] where they still have this software development here [ja] so it’s a little bit difficult to have this cross-functional [yes] synergy [hmhm] uhm because on one hand uhm uhm we are the Indians [A starts giggling] [ja, you are now part of] Ja, so, so it’s really hard to maintain a synergy between the groups [ja] and coordinate activities [ja] so, uhm it has its benefits to use this Indians but I think it has its drawbacks also [ja, ja definitely] ja
Q: Now, since you mentioned you have like two kinds of software groups, how often do they communicate?
A: I think on a daily basis we communicate [okay], but uhm we are divided by an interface [hmhm] So if we’re doing something which is impact them we just describe the impacts here uhm [hmhm] so, yes there are some but [hmhm] it’s not that we .. well it’s a bit difficult to put uhm … uhm … some figures on [figures yes, ja, ja] it depends a little bit on the project. Some projects are covering both areas [ja] some of the projects are only covering one of them [ja] so that’s uhm [ja] that could be uhm [ja] .. ja
Q: So, it’s different from month to month and project to [yes exactly] project. Okay.
A: But we sit in the same room [A slightly giggling]
Q: Okay, so at least you can talk to each other if you want to. [ja] [A and Q laughing] Okay, uhm now this might be difficult, but the first meetings you had with Indian people, what was it you found most challenging?
A: At the first meeting I don’t know, but actually we didn’t have any ideas on … what challenges we would meet later on, as I think. [ja] We probably had an idea that they were uhm .. good good programmers [hmhm] [hmhm], but otherwise I didn’t really know anything about [ja] uhm the way they were working [ja]. They only thing we knew was that they have uhm …. They are what’s called uhm … they are certified [hmhm] on this [some kind of table of assessment 23:55] on level 5 [ja]. So, so quality-wise [ja] I guess they have the documentation in perfect order [ja, exactly] but that’s not the same as they you know doesn’t make any mistake [A slightly giggling] [no, no, that’s true] [A and Q giggling]. So, but I guess .. in the beginning it was very difficult because uhm we expected them to be test-experts [hmhm], because that was [what you asked for] why they are hired [ja], but we were really surprised, when they provided us with their first drafts [hmhm] it really didn’t appear that they were the expert. It was, even if I didn’t have much test-experience, or I have some, [hmhm] I was surprised that [ja] that quality that actually was delivered [ja] that was poor. [okay] So I spent a lot of time in the beginning trying to see uhm can we do this in another way or can we change this or [hmhm] uhm have you thought about that so so [hmhm] actually I or we had to instruct them … [how to do] how to do it, and that was not what we expected [no]; we expected them, they were the experts [ja] that they told us [yes] what should be done. [ja] And that’s also [ja] what we have seen [ja] along the way with other areas that they [ja] tend to be the expert, [ja] but when it came so [hmhm] uhm reality uhm [hmhm] they were unsure [hmhm] and what they provided was also uhm [hmhm] … ja.
Q: Well, I don’t know about not that much about that subject, but could it be that there a different let’s say guidelines or ways of testing that are different from Denmark in India [no] so that they tested something else?
A: No, I don’t think so. [hmhm] I think that’s …. I think what was expected was more [hmhm] the basic, common knowledge of testing [ja] which were .. missing. [ja] Uhm but which we sure they were. So it has nothing specific to do with Radiometer [hmhm]. Even it is a row of specific products [hmhm] but I think they are [ja] the uhm programming and technology is not that unique [okay] that is used in other companies also [ja]. So that should be almost common knowledge [yes] so, uhm … [so, that was a big surprise] big surprise yes also when it comes to testing [hmhm] they are not very good … to describe [hmhm] so so that was a little bit surprising too, [hmhm] but when it cames to this specifity we would have to do a program, we would have to do a test-activity, then I think they were okay, because if if you told them what to do [ja] then they did it [okay] after this instructions [okay]. That was okay, but I mean we expected them also to do the instructions [yes, yes, yes, yes] so,
Q: So, that actually leaves you with extra work that wasn’t to be there in the first place, because they had to do it [yes, exactly, uhm] Is there some idea of that maybe this collaboration with India should be exchanged by a collaboration with I don’t know whatever country or different company maybe and stop this
A: I think that other groups here have worked with other Indian companies [hmhm] and uhm … I believe they have similar experience [okay, ja]. So, so there have been problems with uhm at least what I have heard, that they are not satisfied [ja] uhm maybe because of the expectations have been too high [ja]. We have former bought [ja] consultancy [ja] compared to if you by Danish consultancy [ja] I think we get a little bit more for the money [hmhm] if we uhm get a Danish consultancy. We also had at that time a couple of Danish consultancy here [ja] and I think they did … what we wanted [ja]. Ja. So, so, so, so …. But this is the company or the owner who said, but you have to [hmhm] spend a certain amount of your development costs in uhm these low-cost companies. [ja, ja] so, it seems that we are bound on that agreement [yes, yes]. And we have tried as I said in the beginning, to get some replacement for the people [ja] but it is really hard [ja] .. it’s really hard, so uhm maybe we’ll get a project manager, but maybe [Maybe, who knows what’s in the future] I hope uhm to get back to what I should do. [ja]
Q: So, you kind of feel like you were pushed or pressured to do things you really you might uhm [ja] you didn’t want to do in the first place?
A: Ja, ja, that’s not what I have to do. [no] But you know, sometimes … [you have to] you do it by need. [ja, ja] Ja.
Q: Do you think you have learnt something from this situation, because now you were kind of forced to work together ja, with people that are totally different from you. Did you learn something from that?
A: Ja, ja, I guess I do. [ja] uhm .. it’s a bit hard to put words on what you learn [hmhm] uhm but uhm how should I say that … uhm .. you have to be patient [hmhm]. I guess you don’t have to expect that uhm get what you actually asked for [ja] in the first place [A starts giggling] [ja] uhm … Ja, with respect to Indians, I think I’ve probably been better to work with them now [hmhm] but we still have our uhm … confrontations [ja] uhm now and then [hmhm] but I think I am ja better to read them [ja, ja] and also maybe better to uhm tell them that we do ..we do uhm expect them more proactive and take responsibility on what they’re doing[hmhm] [ja]. But it’s always hard to say, because as I said there are always new people [ja] and then you sometimes can start .. not necessarily from scratch, but [hmhm] there is other things you have to build up again. [ja] so. And you can’t change the culture [no] [A and Q laughing] that’s the way they are brought up and uhm [ja, ja] when they come back to Bangalore [hmhm] they have to live in that culture [hmhm] they have to [ja, ja] uhm [?32:14] they are, there are layers and they are really separated [hmhm] so everything goes .. up and down [hmhm] [hmhm]
Q: Have you ever been there .. in Banga
A: Yeah was there three years ago with uhm the project manager we had at the time. [hmhm] And uhm ja, it was the same experience that they were very .. well, they were very uhm friendly uhm great hospitality [hmhm], so we were uhm they uhm [you were invited everywhere?] Ja and uhm we had a car with a driver [oh] during the time we were there [ja] so, just call and then he came [wow] and drove us around [okay]. Actually we needed to have that because you cannot find your way around Bangalore by yourself [I don’t know, I’ve never been there] Ja, this is really a traffic from hell [wow, ja]. We stayed in a hotel in the city and then we were taken to the company which was 20 kilometers outside [hmhm] and yet actually it was driving .. you know.. in hell. You know, cows, uhm cars [I just ] just everywhere [wow, okay] so it was really uhm .. [so driving was as fast as walking, maybe] sometimes it was. Ja. So it’s uhm ..[different] ja .. streets [A starts giggling] [ja] but uhm we were treated like kings when we were there. [hmhm] And then that says a little bit also what .. that they acted humble [hmhm] and now that’s still there: Now the big guys from Denmark come [hmhm] and uhm you could feel it [ja] and then we were exactly not the big guys [ja] we were just a couple of project [ja, ja] [A giggling]
Q: Did you feel like this is a kind of strange situation, I don’t want to be treated like you know like this, like a king?
A: Ja, in a way, because then we had the presentation and the meetings, they were just sitting there, the you know the uhm ..uhm.. what to you call that you know the Indians always sit like that [on the floor?] on the floor yes [ja, ja, ja,] they were just sitting and they hardly dared to ask anything, so [ja] it was mainly the managers who was spoking [ja] so, you could feel this atmosphere [ja] that there was a maybe they were afraid to say something or ask something that could be regarded as stupid or [hmhm] [hmhm]. I think they are very very protective of their own integrity or [hmhm] they they don’t want to show that they don’t understand [ja] if you know what I mean [ja, ja, ja, ja]. So uhm where we might say that’s better to ask one more time even though it could be stupid [ja] but then you are more wise afterwards [ja] but it’s the opposite there [ja], you don’t show, that you don’t know [hmhm]. Because then you are regarded as weak or [ja, that might well be] Ja, so, so you have that feeling. [hmhm]
Q: But that must have been very strange because [ja] most probably it has been like that mostly you people speaking and [ja] the others just listening? [Exactly, that’s the way it more or less] Okay, that sounds strange.
A: Ja, it is it is a uhm well, of course they will also ask something [hmhm], but there is only a few people and they ask to [ja] they have the confidence to [ja] do that, so, to ask questions. Ja.
Q: In general to you think you are or do you like to meet other people that are different of you?
A: Ja, I think it’s a quite exciting or interesting to [hmhm] work with them, so [hmhm] no, that’s no problem. [ja]
Q: Even though it’s challenging and time-consuming and all that?
A: Ja, it’s always challenging to work with software [Ja] [Q laughing] And even more when people get involved [A laughing] [Ja] So, uhm a week before, I was in the US with one of the marketing people [ja], we visited the American company [hmhm] and that’s a totally different culture, because they are more arrogant [hmhm]. We are we are for them [hmhm] [indicating with his hands a low position]… and that’s opposite in India you know they are for us you know [ja, ja] [indicating that the Indians kind of worship them]. That’s uhm because we are humble who [?37:32] way are [Q and A laughing] There you feel like they acted a little bit like they are the master [ja, ja, so that’s a little bit the opposite?] It’s the opposite ja, uhm so uhm ja.
Q: How did you react to that, do you remember? [No, uhm but] Would you be like
A: I would think I am not a humble person as such [hmhm] and uhm I think I try to …
Q: You just try to be you and
A: Ja, I try to be me and [?] not that humble and [Q giggling] so uhm It’s just you know, that’s just the feeling you get, when you enter a room [hmhm] or with with people there [hmhm] it’s so so … it’s not said, but you you can feel it [hmhm]
Q: Does it have something to do with how far you sit away from each other [ja] or where people sit? [ja]
A: Ja, uhm for some years when I worked with Ericsson [hmhm] I participated in a standardization meeting [hmhm] and that was uhm within a decision group and uhm it was a part of the uhm United Nations [ja] it was at its Head Quarters in Geneva, [ja] so I was a lot, not a lot, but sometimes I was in Geneva [hmhm] to these meetings [ja] and there were people from all over the world [ja] China [ja], Japan [ja] and US uhm and United Kingdom and ja, Scandinavia and it is the same feeling you have that the American, they are [hmhm] here [indicating a high level with his hands] and the others, Chinese and they are the people who are [indicating low standard with his hands] [ja, ja, intersting]. And it has nothing to do with that they are more skilled as such [hmhm] they just fill more [ja] they maybe have higher confidence in themselves [ja]. So, so uhm I have seen it before [ja] in another …[setting] context. [ja]
Q: So even you just want to solve a task, maybe you talk about a software program, it really is different [ja] from culture to culture [ja, exactly that] [hmhm]. Would it maybe be a good idea to just to, I don’t know before you actually start talking about a software program, [ja] that you kind of agree how to do this, would that be an idea?
A: Ja … [I don’t know how the politicians do that] But you know it … often it’s technicians who are asked to work together [hmhm] maybe that’s not the biggest force we have to just decide how to start out [Q giggling]: How shall we try to start? Shall we uhm talk a little bit about our culture and so on. Well we start to say, what are the problems, what ..[ja] Ja. So uhm I think the experience here is that .. I think management has tried a little bit to uhm I don’t say they backed down [hmhm] but uhm I think they have tried to be a bit more in the background [hmhm] and said: This is your go [clapping hand on table] [h mhm] you take care of that [okay] I have other things to do [yes, so you have to do without] don’t want to know anything about software. [A and Q laughing] Ja, so …
Q: I don’t know, now that you’ve told me 30 years have you been in this company [no, no only 4 years] Oh sorry, but you have been working with softeware
A: I’ve been working with software for 35 years and the amateur command 3 years and I’ve been here now for 4 years. [okay]
Q: Okay, but 4 years is also a long time. Could you tell me which parts of Radiometer in Denmark have contact to other cultures? Is it like every department or is it some departments they have a lot and
A: Some departments they have maybe more contact, I would imagine that the marketing [ja] uhm guys have more contact, our marketing people they have contact all over the world [ja] uhm as long as we are trying to widen up for the sales of this product [hmhm] so, until now it has been a very limited number [hmhm] of customer who has uhm [hmhm] been allowed to buy. But now, there was a problem we had to fix [hmhm], and now it’s fixed and now it’s been sent to [ja] ja everyone. [okay] So, they are sending to, ja you know, US, Australia, Korea, Malaysia, India [okay, ja] Eastern Europe [all over], Ja, all over. [ja, ja] So, so, so and I guess that goes for the other product also [hmhm]. I guess, marketing and sales departments [ja] they uhm probably has most uhm [hmhm] or has contact with uhm [hmhm] the most countries [ja]. We have in the development I think it’s maybe as we have with .. India and other product groups they also work with India, the same company uhm [hmhm] so uhm [okay]. Technical support of course they have contact [hmhm] all over the world so, [yes, yes] and our production there is a couple of guys, that is skilled guys which is that have traveled a lot [hmhm] the latest ones uhm to start up a support in those countries [ja] who has all the products, that needs to be upgraded and so on [hmhm] [hmhm] so, so. Uhm it’s a little bit depended on who you are and where is it [yes, yes]. So, if you want to have something about culture then maybe the marketing people is the best one to ask.
Q: I have a mixture of people to talk to. But there’s no one from marketing. [ja] Well, now you also have like some foreigners working just here inside Radiometer and Denmark. Do you have much contact to them? Uhm of course you have your Indian colleagues.
A: But uhm exactly not exactly uhm we are at this time we now, we have been isolated more or less [hmhm]. It’s because of the structure they have at Radiometer, [ja] it’s all uhm allways uhm silo uhm [ja, I know] and we have been .. well and the prob because .. the problem or the culture is that: This is our product and we don’t want to share our resources with [hmhm] other groups [ja] and you know in other companies they have this uhm..uhm ….uhm [ja a cross uhm] ja, whatever uhm ja, I forgot the name [hmhm], so, so but you pick people out to do different projects [hmhm]. But here [slapping on the table] this project they only want their own recourses [ja] and they don’t want to borrow [ja okay] and they don’t want to share them [ja] with any others in the same company [yes] and that … that is one thing that prevents to have more contact with other .. of course there are other contacts, of course [yes] there are other people here [yes]. But it’s not very it’s not very often we meet and uhm [hmhm] exchange [hmhm] or solve problems together [ja, ja] so uhm. All of the time it’s [long exhale] [it’s what you wanted to say earlier: silotænkning] Ja, exactly. [hmhm] There are some attempts now trying to bring people more together to make it a little bit more cross-functional [ja] but I think it ..there is still people who resist, managers who resist to broaden it up [okay]
Q: Would you wish for that to happen?
A: Ja, I think uhm most of us who work with development would like that we could open it up [hmhm] and maybe have this uhm cross-functional groups [hmhm] [hmhm], because I think for the uhm .. uhm .. technical skills it’s much better that you are together with other people as well and not isolated in different uhm [hmhm] groups [ja]. So, so, that has been a wish [ja] but it’s still a wish [ja, ja, ja].
Q: Does that anything to do you think that you are kind of a part of the Danaher group [no] or do you think this is an old thing from Radiometer?
A: This is an old thing from Radiometer, ja. [ja, okay]. No, I don’t think, actually I could imagine that Danaher would like to see this would become more effective [hmhm] and efficient [ja, ja] so, so, no I think it’s tradition [hmhm]. And people who wants to own their own resources [hmhm]. [ja, ja] ..[okay]
Q: So, time is almost up [ja?] It goes fast, doesn’t it? [I hope you got what you wanted to?] Yes, I wrote down what I wanted to ask about. I just check. [Maybe I talk to much?] No. Well, I think that’s mostly it. We came in on everything. ja. [Q checking the interview guide] Maybe, very very last question [ja]: Interviewee L would you wish that there maybe would be a training course on something like about uhm how to deal with different cultures?
A: Ja uhm I think that would be okay uhm that would be good … ja. [ja?] ja.
Q: And you never got one offered [no]. No, so you just [no]
A: No I don’t uhm I’m pretty sure if there was one and I would have asked for it I could have got it [ja] I don’t see that they .. they would not uhm prevent people to that some way, if I could find [ja] some course in town so that would but [ja] I feel I think I should uhm it is their responsibility to uhm [hmhm] set up those things [ja, ja], because we are so many who works with … [Ja, actually you are many that is also why I ask] Ja, ja. It depends uhm …. Something … I think uhm ….. I have the feeling that there are something but I can’t remember now [hmhm]. It’s just been a paper copy or it has been some [I think I remember somebody told me that there was one in international sales] Yes, but that’s maybe people, only sales people. [Yes, exactly]
Q: Good, thanks a lot.
A: Good luck with your thesis. Uhm when shall you uhm deliver?
Q: Oh, end of July.
[I tell him a bit about the deadlines and what happens afterwards. He wants to know what I am doing afterwards. I tell him about my plans.]

Appendix III

Skal dit liv handle om liv?

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