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Expatica HR

Italy 07/09/2004 00:00

Family and regional loyalties remain the cornerstones of Italian society and business, and Italians have a perspective on history that few other cultures possess. Our guide takes you through the complexities of Italian business culture

Cultural background

Italy is the fifth most industrialized nation in the world and is a member of the G-8, the organization of countries with the largest Gross National Products. It is a nation mostly made up of small to medium, often family-run, companies — with a tendency to be located outside the big cities — which are known for product innovation. There are few large multi-nationals: Fiat, Bennetton, Luxottica, Ferrera Chocolate among them.

The importance of family in Italy — and its impact on business — is a direct result of the unification of the Italian City States in 1861. Before that time, for the more than two thousand years since Rome ruled the world, the territory now known as Italy was made up of diverse and independent city states. Today, a century and a half after unification, these regional diversities still play a part in daily life and business.

Family and regional loyalties remain the cornerstones of Italian society and business, as they have done since before Italy was unified. Language differences in accent and dialects are sharp: the Italian spoken in the north, where there is a strong identification with the Austro-Hungarian empire, is decidedly different from that spoken in the south, with its Greek, Arabic, Spanish and French heritage. Rome, the capital, is the demarcation point for the industrial north and the "Mezzogiorno," the more relaxed south.

Italians have a perspective on history that few other cultures possess. This has engendered a, sometimes, fatalistic approach to life and business and allows Italians to assess a situation and decide at which point to abandon a project, quite a difference from those cultures who "never say die".

Doing business

Like most family-concentrated societies, Italy is a relational culture. This stems from a history in which trust did not extend much beyond the front door or, at most, the city-state. There is an order of precedence: family first, then neighbourhood, then town, region and, finally, country.

Therefore, relationships are the most important factor in doing business successfully in Italy. It is a diffused culture, where work and private lives often mix and where there is a concern for an employee’s entire life. For the outsider, it is important to understand how these Italian values translate into the business arena.

First, Italian business is generally hierarchical, where bypassing your immediate boss can be considered insubordination. The cordata, chain of command, reflects an organizational pyramid, where there is respect for age and power. This is an important factor for the visiting businessperson to consider.

Building relationships through networking is essential to effectively achieving business objectives. This begins not with only business-related conversation, but by taking a sincere interest in the people you are dealing with. Taking the time to ask questions about family and personal interests leads to a deeper relationship, which is as important as presenting your produce effectively in a meeting.

In all cases, it is considered impolite to make a telephone call or attend a meeting without greeting everyone individually, without saying "good morning," or to jump immediately into the business at hand without some kind of pleasantry. Remember, that trust and loyalty must be built and nurtured.

One way to develop business friendships is through having meals together, where family, art or music or sports are discussed, rather than simply business. Don't push business issues until you have spent some time getting to know your potential customer, investor or boss. Let your guest take the lead — you will know the moment to launch into your informal sales presentation.

It's said that, to do business in Italy, you need a large network of people who can help you in different situations. That network begins with one person and gradually grows as your business contacts refer you to others as someone they trust. This doesn't happen overnight, but when it does, the bond is strong. Contracts are usually signed after the relationship has been built, not before. Remember, Rome wasn’t built in a day.

Italy is usually governed by a coalition of political parties who band together to win an election. When these coalitions fall apart, a new election is called. Regardless of changes at the top, government civil servants usually retain their jobs for their entire careers. This is both good and bad: positive because there is someone who knows their job and performs it regardless of party in power; negative because, like many civil servants around the world, the lack of fear of losing their jobs can lessen productivity.

This is where a network of business relationships can make the difference: someone who knows someone who has a friend that works in the office of . . . can speed up the process.

How to address the Italians

While Italians are easygoing people, they consider titles to be important, reflected in the hierarchical style of business. Do not use first names unless asked to do so. The head of a company should be called Presidente or Direttore, a lawyer is Avvocato, and anyone you even suspect has graduated from university should be called Dottore or Dottoressa. The secretary may be called Signora, but not Signore Ricci, for example. Informality, particularly among the younger generation, may come, but don't start with it.

Although Italians who know each other in business often greet each other with kisses on both cheeks, you should offer a handshake when arriving or departing a meeting.

How to communicate effectively

Italians have long been said to be very expressive and loud. This may be true on the factory floor, but it is rarely true anymore in an office setting, particularly in northern Italy. Some Italians, like other southern Europeans, stand closer to other people and touch each other on the arm or shoulder as a sign of friendship. Italians are warm, kind, very sociable and great company to be with.

Effective communications often require follow-up. It is not enough to send a fax or letter; often is necessary to follow-up more than once. This can be a reflection of the 'In Time' philosophy, rather than the 'Hurry Up and Wait' school of thought. Italians often cannot see the urgency of a response when a request is made months in advance, a habit that can perplex those of Anglo Saxon origin or those from countries where long-range planning is the norm.

 Italians who deal often with multi-national companies in countries around the world adapt well to the need for prompt responses, but don’t expect an answer to your email within the hour.

Italians like detailed information to analyse after the presentation or meeting. They make decision based upon subjective logic – what has worked in the past, previous experience in similar situations – so take care to provide a framework that includes such situations.

Women in business

The number of Italian women who work outside the home is among the lowest in Europe, although their numbers are growing. Women have made strides toward obtaining equal pay for equal work. They hold approximately 10 percent of the seats in Parliament and almost half go to university.

Italian women often dress more provocatively in the office than their counterparts in Northern Europe or the US, displaying both femininity and intelligence. It is perfectly acceptable if an Italian man in your office or at a meeting compliments a woman on her beauty.

Paying compliments is a custom, a part of the Latin culture. As a woman, you accept such a compliment with a smile; however, if comments go too far, don’t meet the man's eyes and ignore him. Otherwise, change the subject and take the conversation to another level.

In a meeting

For non Latin-people, Italian meetings may seem chaotic. Often Italians speak at once and interrupt each other, and sometimes someone will simply stand up and walk out, not in anger, but to answer a phone call or get a drink of water. This is not meant to be rude.

Most Italians feel that if you do not speak above the noise level of the group, no one is ever going to listen to you. The agenda of the meeting is, as are the speed limits on Italian highways, merely a suggestion. Be patient, be persistent, be pleasant and eventually you will make your points.

A keystone of Italian culture is the Bella Figura, literally beautiful face. Italians value Bella Figura, feeling it is important to the image of society, business and their own self-esteem. This extends all the way from dressing well to business presentations. A beautiful glossy brochure with pictures makes more of an impression then a report of facts and figures. Although Italians do not consider packaging more important than substance, they do believe that packaging indicated quality, care and confidence in your product or service.

The concept of time

Regardless of how various Italians look at time, you, as a visiting businessperson, should always arrive promptly – and expect to wait.

In Northern Italy time is money. People in Milan or Turin usually start their work days around nine o'clock and begin to work right away. They take an hour or so for lunch. A dinner party starts about half an hour late. They will usually be on time for your appointments.

In Rome, people go to the office at nine and begin to work at about 9:30 am Lunch is closer to two hours. However, often Romans go back to the office after lunch and stay until 7:30 or 8 pm. It is possible to reach a 'Roman' in his/her office much later in the evening than in northern Europe. A dinner party usually starts about an hour after the time on the invitation.

Further south, time is even more flexible. Lunches will be longer and dinners will start later. More often than not, stores will close between 1 and 4 pm.

The need for flexibility

While Italians may not be long-range planners as a rule, they are wonderful in crisis management. As official channels do not always function properly, Italians have developed improvisation as a survival strategy. Creativity and flexibility come naturally to them. They will not understand if you insist on doing things in one specific way. They are also masters of procrastination, a reflection of the fatalistic idea that sometimes doing nothing is the best way to achieve the desired result.

Socialising

Italians are light-hearted at play and are easy to interact with socially. Meeting business contacts in restaurants or private dinner clubs is the norm until you get to know each other well. After that, sports activities and family outings can be a part of your relationship.

If you wish to be the host (pay the bill), especially if you are a woman, slip away from the table during dinner and give your credit card to the maitre d'or make arrangements in advance. Bella figura sometimes means that an Italian man, especially if he is older, insists on paying the bill if you haven't done something before the check arrives.

Business Assistance

With the continued integration of business norms across the European Union, some of the differences between business styles across Europe will diminish. The Italian Trade Commission (ICE) provides support and information, which can help commercial entities cut through red tape when establishing their companies in Italy. In addition, Sviluppo Italia (the agency for enterprise and investment in Italy) provides information and assistance. The following web pages may be of interest:

http://www.italtrade.com/invest_in_italy/english/default.htm

http://www.sviluppoitalia.it/sviluppoitalia/homepage?lang=en

http://www.sviluppoitalia.it/sviluppoitalia/sp/ilgruppo?lang=en&siteId=3&gruppoId=152§ionId=136&

http://www.sviluppoitalia.it/sviluppoitalia/sp/ilgruppo?lang=en§ionId=136&cdid=38&siteId=3&gruppoId=152

April 2004

Sharri De Masi Whiting writes and speaks about international business and cross-cultural issues. She is a guest lecturer at the American University of Rome and Simmons College in Boston.

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