Let me give you an example: In one of my first projects I had to organize the relocation of the company to a new, much larger building. As part of the process, we needed to clarify a couple of issues regarding the alarm and security.

I duly summarized our questions in an email and sent it to the contractor responsible for the fit-out. Not that I expected an answer within a week (by the way: that’s what I’d expect sending this email to a German company), but after 10 days I would have been really happy to receive at least a mail saying “received – we will get back to you”. But the CEO of this company did not contact me, messages on his mobile box remained unanswered, as well as my “friendly reminder” e-mails.

Anyway, about two weeks later of complete “communication silence” I finally managed to reach him by phone. His reaction was a very friendly “it’s no problem at all, no worries”. We clarified our questions and just minutes later all the issues were sorted out, task boxes were ticked. I was happy, but couldn’t help thinking “why on earth didn’t this happen sooner?”.

Not, that I am feeling peeved, I am just a bit bemused. All I wanted to do was get a response in a timely and organized way, but without ‘nagging’ my partners or upsetting them.
This, by the way, is far from the end of the story: A couple of weeks later we have finally moved into the new building. My understanding of the role of a Project Manager includes cross-checking the initial quote and PO with the services and installations delivered to us.

And guess, what was the result? A quick look at what we asked – and paid for, and what was actually carried out revealed some inconsistencies, to say the least.

The response from the contractor: “Oh, my goodness, we have forgotten to install the temperature sensor in the server room.” And once again, in the friendliest of tones he added “it’s no problem at all, no worries”.

I am sure, by the time we were finished they would have wished I was anywhere else rather than on the project: This “smart project manager” is really checking everything and he does not give up until all is done … And I have since had heaps of other very similar bits of feedback, all about me following up, sticking to schedules and chasing deadlines.

I realize that my style of working is pretty pedantic (I’ve been told I won’t ever starve in hell…) but surely it’s not too much to ask for a project to be carried out, as agreed, on time?

I am still working hard on finding my very own German/Kiwi balance: So far it seems to be “stay relaxed, but not too relaxed”. So, does anyone else have similar experiences about working in another country? Is it a cultural issue, or more about the character of the individual?

Motivation and feedback has always been a major discussion issue in Germany within the last few years – especially for employees but (unfortunately) not so much for managers.

I regret that, in my humble opinion, many companies in Germany lack a sustaining motivation culture. Often the mentality is more or less “You have got a job to do and we have our expectations about your performance and success within this job. If you meet what we expect, when you perform well, then all is fine”.

This is probably one of the major the reasons why submitting a positive feedback is often not even considered. “Why” could be the possible reaction “why should I submit feedback when my employee is just doing what I expect from him/her?”

And of course, whenever my employee is not performing as expected and hence does not meet the management expectations, then submitting feedback is important and a “first duty in the morning”. “Yes” could be here the possible reaction “yes, we need to express our disappointment!”

Not to forgetting to mention that often you need nerves of steel when your manager submits his feedback to you: Feedback is expressed in a very straight forward and sometimes hard way as well. No subtleties, big talking or beating around the bush – management starts with the pain points as single topics one-by-one and the feedback is all about the negative aspects that need to be resolved. This can be pretty tough, so nothing for people without nerves.

And here in New Zealand and specifically within Author-it? It is very obvious that the management addresses motivation and feedback very thoroughly. I can recall a situation in one of my first meetings here, during which our president reviewed the delivery of our latest software and product release. First, he honored the work of the entire team before he then praised the performance, contribution and commitment of selected team members.

I found this very impressive, very positive. And very committed as well: It reflects that the management is aware of the various challenges each team is facing, and acknowledges at the same moment the efforts and the success of the entire team and their team players.

To be honest: For me as a German, the feeling of a “Yes, submit positive feedback, but not too much and only if outstanding results have been achieved” still accompanies me. We all know that it’s often all about the little things which don’t cost you the world. Which don’t require much effort but can create an incredible amount of positive and productive energy.

I still need to get more time used to this completely different type of feedback culture. But at least in the Author-it work environment there is no need to think of “an adequate dosage” of positive motivation or feedback: Just give positive feedback whenever there is good reason for positive feedback, and you can’t go wrong. And don’t forget to give positive feedback to your managers, they appreciate it as well!

I’m interested to hear how the feedback culture differs across the globe – perhaps some of our American or Asian readers may like to comment?

Posted by Ralf Wittgen, Director Global Services, Author-it Software Corporation

Now this is a post which probably only a “genuine” German could really understand…

We arrived in New Zealand after a long haul flight from Europe. Stepping out into the arrival area in the airport loaded down with boxes and baggage – my son Jannik cuddling his favorite pet toy, my wife and I looking around for the HR manager from Author-it who had agreed to pick us up at the airport.

It was a great feeling to know that somebody from Author-it was waiting for us. As promised, the HR manager from Author-it was standing there, very patiently because we needed to pass through the New Zealand MAF (Ministry of Agriculture and Forestry, the New Zealand Biosecurity Customs), waiting ages whilst they cleaned and disinfected our hiking shoes!

Finally, we made it and were greeted with a big hug from the HR manager. We had been bursting with curiosity about our new home land, and after all the emotional up and downs of the last few weeks, this was a great welcome and just what we needed.

Shortly afterwards we were presented with our official “Author-it survival kit” – two boxes exclusively packed for us:
Box number 1

• Groceries – basically enough food and supplies to get us through the first couple of days.

Box number 2

• A copy of the local yellow pages
• Details of various insurances required in New Zealand
• Street maps of the city
• ‘Tips’ for searching for a house etc.

This was absolutely brilliant for us and has definitely helped us to get organized.
But that’s not all, the HR manager even lent us her private mobile phone! This had never happened to me before in Germany.

A couple of days later she saw how much running around we were doing and told us to borrow her car! She was flying to the south island for two weeks, so we may as well make use of her car she said. We were stunned by the level of generosity we’ve been shown, and we will be eternally grateful for the great support our family received during our challenging “settling-in” period.

Later I have realized that this is a just a part of Kiwi life. In New Zealand you’ll find this not only in your private life, but in business world as well: From the very first day I have felt comfortable at Author-it, and welcomed without any pre-judgement or conditions.

I’m sorry if you think I’m being a little harsh on my country of origin, but in Germany an HR manager would simply never offer to lend his/her car to a new staff member. Or provide a welcome pack with groceries.

I wonder if anyone else has any examples of Kiwi hospitality?

Posted by Ralf Wittgen, Director Global Services, Author-it Software Corporation