Communication Strategies

In the two scenarios, the success and failure of Paulines attempts to win the client over rest on two things the understanding of the clients cultural heritage and the adherence to basic rules of communication. In the Good Ending clip, she begins her task by gently persuading her boss to introduce her to the Indian client at lunch since he comes from a patriarchal culture. She immediately makes a good impression at lunch by greeting Rajiv with the traditional Indian Namaste and along with learning about the culture in general (from the website that her colleague suggests to her), she also picks up a few words of Hindi, indicating that she is fascinated rather than dismissive of the new culture. She shares her knowledge of the Taj Mahal with Rajiv and starts up a conversation about his family which he then reciprocates. By going on to speak highly of her own family, she impresses Rajiv, whose culture is essentially family-centric. She offers to pay the bill, but graciously, does not insist on it. This avoids any awkwardness and puts the client at ease and ends the lunch on a positive note. She also goes out of her way to buy the soft toys for Rajivs children another little gesture which will reinforce her clients faith in her company.

In the Bad Ending clip, Pauline makes mistakes on every possible count by belittling Indian culture and ignoring the basic rules of good communication. She ignores the option of learning about Indian culture from Maria and reduces the whole nations traditions to being Hindu or knowing about Gandhi. She fails to make a good first impression by being late and dressing inappropriately for a business lunch.

During the course of the lunch, she expresses negative views on India and its culture calling Bombay dirty and belittling the Indian view that the cow is sacred. She doesnt ask him whether they can discuss business but starts rattling off information regardless. When the bill arrives she makes no attempt to pay it. Finally, she tries to smooth things over by organizing another meeting over lunch at a steakhouse of all places.