New York Business Consultants LLC

Danke Sehr and Thank You

A gesture makes a big difference in intercultural organizations (and in life)

By Malko Ebers, Sept 02nd 2014, New York

I recently spoke to a German manager who had been transferred from Germany to the US subsidiary of her company. Everything seemed to work out smoothly but after some time more and more of her team members started leaving the company. This raised suspicion and became a real problem for the business unit. Identifying and attracting talent and filling vacant positions is a costly process and can significantly disturb work processes. What was the problem?

A consultant is often called to action when a symptom becomes so clear that is causes problems and affects the bottom line, meaning it is felt financially. However, a symptom is not the problem as any doctor would be able to confirm. Employee motivation and retention can be a complex problem that has to be analyzed holistically involving supervision, leadership, incentive structures but also the individual situation of each employee. What turned out to be the main reason for loss of employee motivation and high turnover was rather surprisingly: Danke and thank you!

In Germany a rather collective culture with high so called uncertainty avoidance (according to researcher Hofstede) rules and regulation, clear processes and directions are commonly well established in the corporate governance and cultural structure. In other words, employees are given clear roles and responsibilities in a job description and it is taken for granted that they carry out their duties and report to their supervisors. In America however, one of the most individualistic cultures individual recognition is extremely important for corporate culture and employee motivation.

Our German manager had expected that US employees would behave the way German employees would, she would just not consider it necessary to say thank you, to give more individual recognition and reward. We do see this very often that one can not take for granted what works in one culture does so in another. There is not the one right way but organizational effectiveness and leadership styles are strongly embedded in our national and organizational cultures.

As consultants it is our responsibility to treat a problem as an analytically case, we need to find the 'theory in use' of what truly motivates behavior and impacts outcomes.

Often large impact such as high employee turnover is caused by something small such as taking a thank you for granted. It is not, expressing gratitude and giving individual reward and recognition is a powerful tool. In our organizations we don't want to take effort and contribution for granted but should recognize and reward it which builds a community and stronger team spirit and corporate culture.