Cross Cultural Management Guide for Sri Lanka

The tips below are for managers who want to learn more about the management style and business culture of Sri Lanka.

This guide provides some useful information for managers who are relocating to the country for employment as well as those who may have Sri Lankan employees in their global or multicultural teams.

Topics include:

• Hierarchy
• Leadership style
• Time and scheduling 
• Communication style and; 
• Negotiation style 

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Management in Sri Lanka

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The business culture in Sri Lanka is formal and management will be more successful if you maintain a degree of formality at all times.

• Although the caste system no longer exists, the hierarchical legacy remains.
• This is a country where rank has its privilege.
• Defer to those in senior positions and treat them with dignity and respect.
• Never do anything to make a business colleague appear less in the eyes of others.
• Status is important and it is a good idea to seek situations where you can flatter your colleagues.
• Patience will be a necessary attribute.
• Things generally take longer than expected.
• The government is often consulted when making decisions, which adds additional layers of bureaucracy to the process.
• It may take several meetings to accomplish what could be handled by a telephone call in your home country.

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The Role of a Manager

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Foreign managers should remember that each person has a very distinct role within the organization.

• People believe that their supervisors have been chosen because they have more experience than those they manage.
• Therefore, unnecessary, and even inappropriate for them to consult with lower-ranking individuals when decision-making.
• In Sri Lanka, as in other hierarchical societies, managers may take a somewhat paternalistic attitude toward their employees.
• They may demonstrate a concern for employees that goes beyond the workplace and strictly professional concerns.
• This may include involvement in their family, housing, health, and other practical life issues.
• In general, managers speak kindly to employees, although they may also at times publicly berate them.
• This is not a behaviour an expatriate manager should emulate.
• The manager or boss is considered the ultimate authority and is to be treated with respect and deference.
• At the same time, the manager is expected to show paternalistic concern for his employees.
• Employees do not challenge the boss, even if they know he is wrong.

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Approach to Change

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Sri Lanka’s cultural adaptability and readiness for change are developing all the time. Sri Lanka is seen to have a medium tolerance for change and risk. It is important for innovations to have a track record or history noting the benefits if they are to be accepted and implemented.

• The fear of exposure, and the potential embarrassment that may accompany failure, bring about aversion to.
• Because of this attitude, cultural sensitivity is going to be required, especially when conducting group meetings and discussing contributions made by participating individuals.

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Approach to Time and Priorities

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Deadlines and timescales are fluid in Sri Lanka.

• While timescales and deadlines need to be set well in advance and reiterated carefully, it should be understood that these will be viewed as flexible.
• Global virtual working means that some managers may have a greater appreciation of the need to enforce timescales and as such, agreed deadlines are more likely to be met.

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Decision Making

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Decisions are made by those in a senior position within the company. Expect, therefore, for the decision-making process to be prolonged whilst the decision-making cycle plays out.

• Don’t expect junior members of staff to be able to make decisions.
• Putting them on the spot and trying to push them towards a decision will lose both you, and them, face. Instead, be patient and build the decision-making process into your plans.

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Boss or Team Player?

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If you are working in Sri Lanka, cultural competence is needed and it is important to remember that honour and reputation play an important role. If you would like to encourage participation it is important first to clearly establish a non-threatening work environment.

• It is important to qualify ideas that are raised in a gentle manner, protecting the reputation of those bringing up ideas, so no one is shamed.

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Communication and Negotiation Styles

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Personal relationships are crucial to conducting business. Relationships are based on respect and trust. You will need patience, perseverance and persistence.

• The first meeting is often used to get to know you.
• Do not expect any business to be resolved.
• Decision-making is a slow process.
• It is often difficult to determine who the actual decision-maker is.
• Expect it to take several meetings to accomplish what could be handled at home in one meeting.
• Sri Lankans are very indirect communicators, which means that much of their meaning is wrapped up in the context of the situation.
• They do not always say what they mean, instead, they may communicate meaning in the use of body gestures, silence and in what they don’t say.
• To avoid conflict, you may find that your Sri Lankan counterpart avoids telling you the truth.
• They may instead say what you want them to hear, which can cause considerable confusion to people who are not used to this style of communication.
• It’s important that you don’t interpret ‘yes’ as yes, without first probing the matter further, using open questions and presenting them in different ways.
• Ensure your questions don’t cause someone to feel that they have been put on the spot.
• You are unlikely to ever hear your Sri Lankan counterpart shout.
• Showing anger in this way is liable to cause them a loss of face.
• As such, messages are communicated subtly, and anger is often hidden.

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