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International Trade/Offshore Manufacturing/Sourcing/Export/Import/Consulting Improve Results in ChinaBy Mia Doucet
The Chinese often answer with a very quick "Yes" whenever you ask a question. This happens even when we know they haven't thought about the question long enough to even answer. Why do they say "Yes" when they can’t possibly mean it and what do you do when this happens?
When Westerners do business in China, confusion often arises over the word yes in response to our questions. We tend to assume that yes means "I agree." This can have serious consequences when negotiating agreements.
The Asian yes is a habitual response. For that reason, consider it a neutral constant. Train yourself to not hear yes as meaning agreement. Make it mean nothing in your mind, until you have had a chance to confirm what yes means in the specific context of your conversation.
Context is important, because when a Chinese person says yes it can mean any number of things. Several Asian cultural factors come into play with the word yes. Culture affects every business conversation, and not just the formal negotiation that secures the sale - mannerisms, trust, face, respect and outlook.
Most Chinese people, especially those who don't have a lot of opportunity to talk with English speakers, use a sound (yeah," yes or oh) to keep the conversation going. It does not mean "I get what you're saying." It does not signal agreement. It just means "I'm listening."
Where there is confusion, they feel that if they can keep you talking long enough, then there is a good chance they will finally get your meaning. So hear it as acknowledgment that you have asked a question, and not as a response to your question.
In the Chinese culture, it is considered an honor to be asked to do something. They are happy to help, and eager to prove that they are the best person to assist. Eagerly saying yes will deepen the trust you have placed in them.
Knowing this will prevent a feeling of distrust from developing when we encounter a yes that comes too quickly by Western standards.
Where there is a risk of losing face (yours or theirs) the Chinese will often pretend to understand your meaning.
This happens surprisingly often, due to the language barrier. Especially when other Chinese are also present, the one who is supposed to have the best grasp of the English Language may feel ashamed at not understanding your question. Further, by an interesting cultural twist, your unclear communication has the potential to cause you loss of face.
A Chinese engineer who negotiated multimillion dollar deals for integrated software systems across China explained the thought process: "Usually, in our culture, the Chinese pretends to understand. I can't always say, 'Sorry,' 'Sorry, I don't understand,' or I will lose face. The Westerner will think, "Why can't you understand?" So I just fake to understand. I say, 'Yes.' If I can do that, I give you face. Even among Chinese people, where they use the same language, they like to say yes during the conversation."
Beware! If anyone says "No," the conversation is over. The same applies in the negotiation context. If a person says no, the negotiation is over.
When you are uncertain whether you have got your point across, it is a mistake to ask the question "Do you understand?" For one thing, it is condescending. For another, it creates a double bind. No Chinese will ever confess to not understanding. It's an embarrassment. Why would you want to humiliate them by asking them to acknowledge a lack of understanding?
Similarly, the question, "Do you have the authority to make a decision?" begs a yes response. They are aware that Westerners want a quick decision and don't want to waste time with someone who can't make that decision. Chances are, they'll say yes so that you will not look down on them for not having the ability to decide on their own. So be careful not to put your colleagues in that impossible situation. Do not ask questions that invite a no response.
The Asian need for honor and respect governs all business activity. Consider for a moment the implications of the word no in Asian culture. No is considered rude and confrontational. Even shaking the head to mean no signals disrespect. It hurts the relationship. And it can lead to loss of face.
That is why Asians will not openly challenge your opinions with a no. The concern is that if they cause loss of face through what they consider to be rejection (no is rejection), that will lead to loss of trust. Loss of trust results in lost opportunity.
While it is bad manners to reject directly, indirect communication is totally acceptable. The meaning of yes becomes ambiguous. The word may then mean any number of things, including "maybe," "back up," "I'm thinking," "give me time to prepare," or "let me get back to you with an answer."
Some people greet the world with a yes, some with a no. Some cultures do the same. In the "can do" Chinese culture, the first response is always yes. The easiest thing in the world is for a Chinese to say yes, and then figure out how to do the thing later. This is one of the ways in which Chinese differ from Japanese. The Japanese will tend to first respond in the negative. But that is the subject of another article.
A large part of learning how to negotiate for Asian business is getting to a yes that means a definite yes. A bit of cross-cultural savvy will go a long way toward achieving that goal. Small changes in the way we ask questions will have a huge impact on reducing friction and increasing productivity through clear communication.
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