80 Kiss, Bow, or Shake Hands: Asia Malaysians obviously feel comfortable with their own cultural traditions and will defend them. ■ * Know Before You Go Malaysia is close to the epicenter of the tsunami of 2004, but it was shielded from full impact by the island of Sumatra in Indonesia. Besides the tragedy of the earthquakes and tsunamis, the greatest hazards faced by the average foreign traveler are those found in most countries near the equator: sunburn, heat stroke, and/or digestive upsets. Frighten- ing incidents reported in the global news that also occur, but are relatively rare, include: mob violence, typhoons, and floods. Malaysia maintains some of the strictest censorship laws in the world. It is official policy to insulate the Malaysian population from the “corrupting” foreign media. Foreign journalists are routinely asked to leave the country after writing something uncompli- mentary about Malaysia. Although Malaysia has virtually no Jewish population, anti-Semitism is common, especially among Muslims. Even former Prime Minister Mahathir Mohamad publicly blamed Jews for his country’s financial problems. Bribery and corruption are not unknown in Malaysia. Historically, Malaysia has been considered less corrupt than Indonesia but more corrupt than Singapore (which enforces strict antibribery laws). ● 3 CULTURAL ORIENTATION Cognitive Styles: How Ethnic Malays Organize and Process Information Although the ethnic Malays have assimilated many indigenous religious rituals into their Islamic religion, they adhere to the closed thinking of Islam when it comes to accepting outside information into their everyday lives. Information is processed subjectively and associatively, and this leads to personal involvement in problems rather than abstract analysis. Negotiation Strategies: What Ethnic Malays Accept as Evidence e subjective feelings of the moment form the basis for truth, with faith in the ideologies of Islam having a very strong inuence. Only the most westernized and secular of ethnic Malays will use objective facts as the sole source of the truth. Value Systems: The Basis for Behavior Much of the business in Malaysia is conducted by the Chinese and Indians, who have a very dierent system of values from the eth- nic Malays. e following three sections identify the Value Systems in the predominant culture—their methods of dividing right from wrong, good from evil, and so forth. Locus of Decision-Making e individual ethnic Malay makes decisions based upon the immediate situation and the relationships among those involved. e highly religious may refer to Islamic guidebooks which detail the proper way to handle every decision in life. Ethnic Malays are quick to organize and have the support of the group behind their decisions. ey are not good at confrontations and try to communicate in such a way as to alleviate conict. ey seldom use a categorical “no.” It is important for foreign business executives to develop a personal relationship with their Malaysian counterparts. Sources of Anxiety Reduction Solid religious beliefs among ethnic Malays give structure and stability to life. e norm is a nuclear household with strong ties to both the husband’s and wife’s extended families. e extended family is expected to help in time of need. ere is little friction between common law and Islamic law, as they are oen combined into a single pronouncement. Respect for authority, unbreakable family ties, and the performance of proper social behavior provide strength in times of stress. Issues of Equality/Inequality Most states have sultans, and the division between royalty and commoners is rarely bridged. Royalty is treated with great deference, Malaysia 81 82 Kiss, Bow, or Shake Hands: Asia which includes elaborate ritual and special terms of address. e eth- nic Malays hold the political power, but they and the economically dominant Chinese continually joust with each other. Ethnocentrism and stereotypes abound, but virulent racism is stied. Malaysians practice the strong masculine hierarchy of a secular Muslim state. Cultural Note Malaysia has joined a selective core of intellectual property conventions. They include the Berne Convention for Protection of Copyright, the Paris Convention (relative to patents and trademarks), and the Patent Cooperation Treaty. Malaysia has managed to stay out of the spotlight while many of its neighbors have been targeted as pirates and counterfeiters. As a former colony of the United Kingdom, Malaysia carries vestiges of common law trademarks. ● 3 BUSINESS PRACTICES Punctuality, Appointments, and Local Time ● Although most Malays are Muslim, not all of Malaysia follows the traditional Islamic work week pattern (Friday is the Islamic holy day, so the traditional Muslim “weekend” is ursday and Friday). e Malaysian capital city, Kuala Lumpur, is in the state of Selangor, where the work week is Monday through Friday. ● It is important to be on time for all business appointments. Never make a Malaysian executive wait. ● e majority of Malaysian businesspeople are Chinese; they are likely to be prompt. e majority of government ocials are ethnic Malays. eir culture is very dierent from that of the Chinese, and they have a more exible concept of time. Although foreigners are expected to be on time, an ethnic Malay may or may not be prompt. ● e Indian minority conception of time is closer to the Malay than to the Chinese. However, the Indians a foreign businessper- son is likely to come in contact with are professionals: lawyers, reporters, physicians, and so forth. ey will expect punctuality. ● Social events in Malaysia involving dierent cultural groups have dierent rules. In general, when invited to a social event, most Malaysians arrive on time or slightly late. Never be more than a half-hour late. ● A social event hosted by observant Muslims will be without alco- hol. ere will be no predinner “cocktail hour” and (probably) no appetizers, so the meal may be served close to the time given on the invitation. ● Once a close friendship has been established, guests may arrive a few minutes early to a social occasion. If you are the host and your guests are close friends, it is important to be ready early. ● Try to schedule appointments as early as possible. Malaysian executives are extremely busy. Many travel frequently, especially to conferences in their area of specialization. ● English is the language of many business transactions and cor- respondence. However, the English spoken oen has native inections, syntax, and grammar, which can easily lead to misunderstandings. ● Bahasa Malaysia is the ocial language of Malaysia. Although most government ocials will speak some English, they may prefer to hold meetings in their native tongue. Fortunately, an English-speaking translator is usually close at hand. ● All ocial correspondence with government ocials must be in Bahasa Malaysia. You may accompany this correspondence with an English translation, if you wish. ● Unlike in nearby Singapore (which has mandated Mandarin Chinese as the ocial Chinese dialect), Malaysian Chinese oen speak mutually unintelligible dialects of Chinese. As a result, the only spoken language a Cantonese-speaking Chinese may have in common with a Hakka-speaking Chinese is English. Similarly, the dierent linguistic groups within the Indian community oen speak English between themselves. English is seen as a unifying force in Malaysia. ● Although lunch has generally been reduced to a single hour (from two hours), Muslims may take a two-hour break on Fridays in order to attend a mosque. ● Executives oen work far longer days than their subordinates do. e Chinese, especially, have reputations as workaholics. Malaysia 83 84 Kiss, Bow, or Shake Hands: Asia ● Holidays in Malaysia vary from state to state. e heavily Muslim states do not celebrate any non-Islamic holidays (including Easter, Christmas, and Western New Year’s Day). For Malaysia’s ocial holidays, visit www.kissboworshakehands.com. ● Malaysians usually write the day rst, then the month, then the year (e.g., December 3, 2010, is written 3.12.10 or 3/12/10). ● Malaysia is eight hours ahead of Greenwich Mean Time (G.M.T. + 8), making it thirteen hours ahead of U.S. Eastern Standard Time (E.S.T. + 13). Negotiating ● Malaysians prefer to do business with persons they know and like. Establishing this personal relationship will take time, but it is vital for success. ● e pace of business negotiations in Malaysia is slower than in the West. Be patient; it would be unusual to complete a complicated business deal in only one visit. Expect to take several trips over a period of months. Indeed, little will happen at the rst meeting except getting acquainted. ● Courtesy is the single most important attribute for successful relationships in Malaysia. is civility in no way hinders the determination of Malaysian businesspeople to get their own way. ● Standards of polite behavior vary widely between cultures. Many Malaysians will ask you highly personal questions (such as “Why aren’t you married?” or “How much do you earn?”) without real- izing that Westerners nd such questions intrusive. Simply smile and change the topic—and be aware that you, too, will unknow- ingly violate local standards of polite behavior. ● Because courtesy requires that a Malaysian not disagree openly, the word “no” is rarely heard. A polite but insincere “yes” is simply a technique to avoid giving oense. In Malaysia, “yes” can mean anything from “I agree” to “maybe” to “I hope you can tell from my lack of enthusiasm that I really mean ‘no.’” ● “Yes” really means “no” when there are any qualications attached. “Yes, but . . .” probably means “no.” “It might be dicult” is a dis- tinct “no.” ● A clear way to indicate “no” is to suck in air through the teeth. is sound always indicates a problem. ● When it comes to making a decision, a “yes” oen comes more quickly than a “no.” is is because a way must be found to deliver the “no” politely. e “no” may even be delivered through a third party. ● Because Malaysians (especially the Chinese) oen consult astrolo- gers, signing a contract may be delayed until an “auspicious” day arrives. ● In Malaysia, as in Indonesia and much of Asia, people who lose their tempers are considered unable to control themselves. Such individuals are not trusted or respected. ● Be cautious in asking Malaysian Chinese a question. English speakers would give a negative answer to the question “Isn’t my order ready yet?” by responding “no” (meaning, “No, it’s not ready”). e Chinese pattern is the opposite: “yes” (meaning, “Yes, it is not ready.”). ● Malaysians of all ethnic groups are comfortable with silence. A silent pause allows time for thought; it does not necessarily signal either acceptance or rejection. Westerners oen nd such pauses uncomfortable. ● Age and seniority are highly respected. If you are part of a delegation, line up so that the most important persons will be introduced rst. If you are introducing two people, state the name of the most impor- tant person rst (e.g., “President Smith, this is Engineer Wong”). ● Business cards should be printed (preferably embossed) in Eng- lish. e majority of Malaysian businesspeople are ethnic Chinese, so you may wish to have the reverse side of some of your cards translated into Chinese (gold ink is the most prestigious color for Chinese characters). Your business card should contain as much information as possible. ● e exchange of business cards is a formal ceremony in Malaysia. Aer introductions are made, the visiting businessperson should oer his or her card. Make sure you give a card to each person pres- ent. Present your card either with both hands or with your right hand (with the le hand lightly supporting your right). Give your Malaysia 85 86 Kiss, Bow, or Shake Hands: Asia card to the recipient with the print facing him or her (so the recipi- ent can read it). He or she will receive the card with both hands, then study the card for a few moments before carefully putting it away in a pocket. You should do the same when a card is presented to you. Never put a card in your back pocket (where many men carry their wallets). Do not write on someone’s business card. ● Topics to avoid in conversation include any criticism of Malaysian ways, religion, bureaucracy, or politics. Also, avoid any discussion of sex or the roles of the sexes. ● Good topics for discussion include tourism, travel, plans for the future, organizational success (talking about personal success is considered bombastic), and food (while remaining complimen- tary to the local cuisine). Cultural Note Speak in quiet, gentle tones. Always remain calm. Leave plenty of time for someone to respond to a statement you make; people in Malaysia do not jump on the end of one another’s sentences. They often leave a respectful pause (as long as ten seconds) before responding. Westerners often assume that they have agreement and resume talking before a Malaysian has the chance to respond. Business Entertaining ● Take advantage of any invitations to social events. Establishing successful business relationships hinges on establishing strong social relationships. ● Food is vitally important in Malaysian culture. Indeed, the stan- dard Chinese greeting literally means “Have you eaten?” ● Invitations to social events may not come immediately. Be patient and let the Malaysians make the rst invitation. You cannot successfully host a social event until you have been a guest at a Malaysian event. ● Respond to written invitations in writing. ● Generally, spouses may be invited to dinners but not to lunch. However, no business will be discussed at an event where spouses are present. Cultural Note Among all ethnic groups, kissing in public (even a quick peck on a cheek) is considered unacceptable. Only the most fashionable and cosmopolitan of Malaysians will give even a quick kiss in greeting. ● 3 PROTOCOL Greetings ● Malaysia has three major ethnic groups, each with its own tradi- tions: Malay, Chinese, and Indian. ● With younger or foreign-educated Malaysians, a handshake is the most common form of greeting. e standard Malaysian hand- shake is more of a handclasp; it is rather gentle and lasts for some ten or twelve seconds. (By contrast, most North American hand- shakes last for only three or four seconds.) Oen, both hands will be used. ● In Malaysia, westernized women may shake hands with both men and women. Malaysian businessmen usually wait for a woman to oer her hand. It is perfectly acceptable for a woman to sim- ply nod upon an introduction rather than oering her hand. A woman should oer her hand only upon greetings; too-frequent handshaking is easily misinterpreted as an amorous advance. (Among themselves, men tend to shake hands both on greeting and on departure.) ● Ethnic Malays are generally Muslim. Traditionally, there is no physical contact between Muslim men and women. (Indeed, if a religious Muslim male is touched by a woman, he must ritually cleanse himself before he prays again.) Because of this, women should not oer to shake hands with Malay men, nor should men oer to shake hands with Malay women. Of course, if a western- ized Malay oers to shake hands, do so. ● e traditional Malay greeting is the salaam, which is akin to a handshake without the grip. Both parties stretch out one or both hands, touch each other’s hand(s) lightly, then bring their hand(s) back to rest over their heart. is greeting is done only between Malaysia 87 88 Kiss, Bow, or Shake Hands: Asia people of the same sex: from man to man or from woman to woman. However, if cloth (such as a scarf or shawl) prevents actual skin-to-skin contact, then a Malay man and woman may engage in the salaam. ● Among Malaysian Chinese, the traditional greeting is a bow. How- ever, most now shake hands or combine a bow with a handshake. Chinese men are likely to be comfortable shaking hands with a woman—more so than men from other ethnic groups of Malaysia. ● Many Malay Indians are Hindu. Most Hindus avoid public contact between men and women, although not as assiduously as obser- vant Muslims. Men may shake hands with men and women with women, but only westernized Hindus will shake hands with the opposite sex. Malaysian Indians may also be Sikhs or Christians or Muslims; all avoid public contact between the sexes. ● e traditional Indian greeting involves a slight bow with the palms of the hands together (as if praying). is greeting, called the namaste, will generally be used only by older, traditional Hin- dus. However, it is also an acceptable alternative to a handshake when a Western businesswoman greets an Indian man. ● Just as the British greeting “How do you do?” is rhetorical, Malay- sians have many rhetorical greetings. Chinese greetings oen involve food. “Have you eaten?” or “Have you taken food?” are rhetorical greetings; answer “yes,” even if you are hungry. Similarly, a typical Malaysian greeting when meeting on the street is “Where are you going?” is is also rhetorical; “For a walk” or “Nowhere of importance” are perfectly acceptable answers—indeed, the latter is the English equivalent of the traditional Malay response. You are not expected to reveal your itinerary. Titles/Forms of Address ● Addressing Malaysians properly is a complex aair, especially for Westerners unfamiliar with the naming patterns of Malaysian ethnic groups. Take your time over an introduction, which will probably involve business cards. Repeat the title and name of the person and ask if you are pronouncing them correctly. is oen . prompt. ● e Indian minority conception of time is closer to the Malay than to the Chinese. However, the Indians a foreign businessper- son is likely to come in. a Cantonese-speaking Chinese may have in common with a Hakka-speaking Chinese is English. Similarly, the dierent linguistic groups within the Indian