Working with Malaysians


Leveraging Our Treasured Malaysian Cultural Values to Elevate Customer Service Standards   Recently updated !

After a month of waiting, my car is finally back in commission following a replacement of a defective automotive part. My customer service experience was fraught with long waiting periods, lack of progress updates, unanswered calls and the general we-can’t-help-you-much-and-you-will-just-have-to-wait attitude. Even though my car was finally ready for collection, […]


Are You Known for Responding in a Timely Manner?

Ronald requires a third-party reviewer to provide feedback on his recent evaluation report for a construction project. He sent the documents via email to his peer, Thomas, two weeks ago but has not received a response. He decides to send a reminder email to Thomas. When Ronald returns to the […]


3 Keys to Developing Critical Thinking for Malaysians – From Local to Global

Let us imagine that you work as a senior finance personnel in the Kuala Lumpur branch of a multinational pharmaceutical organization. Recently, a decision was made to standardize your finance processes across all regions so as to create a One Finance Team rather than individual silos that operate with varying […]


“It’s Not Part of My Job Description” – Working with Malaysians

Brian, a British expat living in Malaysia, receives an early morning email and walks over to one of his subordinates. Brian:        Zul, Nadia is on leave but one of her clients has just called up and requested for some information about their account. Can you help to […]


Differing Concepts of How to Show Respect When Working in Malaysia

Martha:         “Everyone, I’m throwing a birthday party for my daughter this Saturday at my house. Would you be able to come and join the celebration?” Wai Ling:      “I might have something to do on that day. If I can, I’ll try to make it.” Martha:  […]


Want to Get the Best Out of Your Malaysian Team? Try This!

“Thanks for the wonderfully written report, Mark! Your summary of the project gave us a really good insight about its progress and what we can expect in the coming months.” “Lina, great job with your presentation this morning! You got all your facts right and you delivered with such poise […]


Successful Change Management – The Malaysian Way

Several years ago, the multinational company I was working for went through a merger which resulted in significant organizational changes. The new company direction favoured a more web based approach to training, so half of the total number of trainers were at risk of unemployment. As the last employee to […]


Power Distance – How Does It Affect You at Work?

Recently, a multinational organization had an opportunity to close a huge deal with a chip manufacturing company from China. The negotiations were led by Fabian, a German national, who arranged a site visit for the management team from China with the hopes of acquainting them with the local processes. Due […]


5 Key Points to Consider When Making Conference Calls across Cultures

In the past, an international corporation’s Customer Inventory Planning was done separately by teams located in its respective regions. Recently, the company decided to merge its Asia Pacific and Japanese planning operations together. Senior advisers from both teams (a Malaysian named May and a Japanese named Kaori) arranged a conference call […]


Malaysian Communication-Stating an Opinion Outright vs Implying a Point

An international organization held a conference in Malaysia to standardize its manufacturing line processes across the different regions and participants came from all over the world. The organizers had offered to provide transportation for the delegates from their hotels to the conference site. As the Japanese participants had initially politely […]