We recently took a trip to Kayseri, the vibrant heart of Anatolia filled with culture and authenticity, to visit family. The experience was nothing short of awe-inspiring. The warm welcome and hospitality of the locals in Kayseri and its surrounding towns left a lasting impression on us. Words seem inadequate to capture the wonderful emotions and experiences we had, and I am still processing the depth of this unique cultural encounter. I would need to sit on it for a while before I can put my reflections into words or text. One of the many things this trip triggered was contemplations on cultural diversity, especially when it comes to queuing. While exploring the captivating cultural heritage areas like Cappadocia and navigating between airports during our travels, the diverse queuing attitudes we encountered became a fascinating point of interest and I thought I would write about some of the different queuing traditions I have witnessed during my travels around the world, and how one could connect this piece of cultural diversity to business and leadership in this week's blog post.
In Turkey, queuing takes on a unique shape, resembling the branches of a tree rather than neat lines. Despite instructions to form orderly queues, the "line" appears more like a dynamic blob, with people swiftly sliding in or filling gaps. Even at Kayseri airport, where the size of the terminal allowed us to see the gate and the plane, the "hurry" was palpable. Excuses to "cut the line" were abundant, as people slid in or filled any available gaps with remarkable speed. Personal space seemed to be a foreign concept, and leaving any room would be an invitation for someone else to fill it promptly. To navigate through security, we had to be swift, or we would run the risk of being swallowed by the ever-shifting cluster.
Having grown up in Turkey, I am well acquainted with the unspoken rules of queuing and the occasional queue-cutting that pervades Mediterranean and Middle Eastern cultures. Turkey is a Polychronic culture where people do not queue orderly, if at all. They crowd and scrap their way to the front of the line. In fact, cutting in line is almost a sport in such cultures. Although even some of those who are of polychronic cultures might get upset when cut, the queueing culture (or lack thereof) is, more or less, accepted.As we experienced the airport rush with our two small kids, we were met with a mix of appreciation and nostalgia. This fluidity, though seemingly chaotic, reflects a cultural emphasis on social interaction and flexibility. Having spent considerable time away from this cultural setting, I longed for the order and serenity of queues where one doesn't have to fight for their place or give death stares to assert themselves. I also got reminded of the sweet flexibility of Turks (and other Mediterranean cultures such as Italy) where people will be free to skip lines or be prioritized if they have babies or are elderly, etc.
Queuing as a Social and Cultural Phenomenon
Queuing, in essence, serves as a social contract that ensures fairness, respect, and efficiency in accessing goods and services without chaos. However, not all cultures perceive it the same way. In many Western countries like the United States, strict etiquette governs queues, with an unwavering commitment to "first come, first served" fairness.
Indeed, queuing is a reflection of the cultural fabric that shapes our lives. The attitudes towards waiting, the unspoken rules, and the level of accommodation expected from businesses vary widely across the globe. In some cultures, waiting is considered an inconvenience, while in others, it adds value to the product, signifying its worth. People in certain societies expect to jostle for position and attention, while others find solace in orderly and structured lines.
The United States, for instance, takes great pride in its unspoken rules surrounding lines. In an intriguing experiment conducted by psychologist Stanley Milgram in New York City, researchers hesitated for up to half an hour before mustering the courage to cut in line (and rightfully so, as Milgram's data revealed that New Yorkers reacted with almost half of them expressing anger towards line-cutters). Monochronic cultures, such as the U.S., place a high value on time, often equating it with money. Consequently, when someone cuts the line in such cultures, it can be perceived as a form of stealing time and money. The act of cutting implies that the offender considers their time to be more valuable than that of those they've bypassed, leading to feelings of frustration and resentment among those who follow the rules and wait patiently.
Across the Atlantic, queueing rules are so deeply entrenched in British society that they have even become a component of the citizenship test, emphasizing the social significance of orderly lines.
In Germany, renowned for its precision and adherence to rules, queueing is no exception. Germans take their queuing etiquette seriously, and the system operates with an impeccable sense of order and fairness. It is not uncommon to witness queues forming naturally and efficiently, with everyone respecting their place in line. Even in crowded situations, like public transportation or popular events, the queue remains organized, and cutting in line is met with disapproval.
The Japanese approach to queuing is deeply rooted in their cultural values of politeness, consideration for others, and a strong sense of community. The act of forming a queue is seen as a way to maintain harmony and avoid causing inconvenience to fellow queuers. During my visit to Tokyo, I was captivated by the efficiency and courtesy displayed in queues. At Shibuya Crossing, one of the world's busiest intersections, a large number of people waited patiently for the traffic signal to turn green. To my surprise, there was no jostling or rushing to cross the road. Instead, everyone formed neat lines on the designated pedestrian crossings, waiting for their turn to proceed. Even amidst the bustling chaos, there was a sense of harmony in the way people queued. One unique aspect of Japanese queuing etiquette is the concept of "senpai-kohai," a hierarchical relationship based on age or experience. It means that seniors or those with higher status are given precedence in queues. This practice is especially noticeable at train stations, where passengers let elderly individuals or those with special needs board the train first, embodying the spirit of respect and care for others.
In contrast, certain Mediterranean, Latin American and Eastern countries adopt a more relaxed and informal approach to queuing. In India, queuing at times assumes an "aaram se" mood. Indians tend to bunch around the object of the queue, creating a lively and bustling atmosphere. Waiting becomes a chance to socialize, chat, and engage in daily life, making it an enjoyable break from routine for many. However, this "aaram se" demeanor vanishes at the airports, where the impatience of upper-class Indians becomes evident. Accustomed to being attended to by servants, delays and glitches trigger frustration, mirroring a sentiment familiar to those in countries like Spain or Italy, where disdain for queues seems to prevail.
In both Spain and Italy, there exists a similar Mediterranean disdain for queues. Unlike their northern European counterparts, Italians do not find waiting quietly for their turn remotely appealing. Instead, they often seek out opportunities to cut the line or employ the "Angry Italian mode" when faced with queues. A common practice among Italians is to push to the front, claiming to have a question for the person at the counter, only to quickly conduct their business. The situation has become so prevalent that many post offices and banks in Italy have replaced physical queues with ticket-number systems to address the issue.
In crowded markets of Mexico City or Brazil, people gather in looser formations, creating an atmosphere of camaraderie and social interaction. Queuing becomes an opportunity for strangers to bond and share experiences, celebrating diversity.
In Colombia, at a popular street food stall, hungry patrons line up in a casual yet orderly fashion. The line may appear less rigid, but there is an unspoken understanding of who arrived first and who should be served next. As laughter and chatter fill the air, the sense of social interaction and connection becomes palpable.
This fluidity in queuing doesn't necessarily indicate a lack of fairness or order; rather, it reflects a cultural value placed on human interaction, spontaneity, and adaptability. In these Latin American countries, queuing becomes an opportunity for social bonding, where strangers can become friends and the act of waiting becomes an enriching experience in itself. It's a beautiful example of how cultural nuances shape even the simplest aspects of life, transforming queuing into a celebration of diversity and togetherness.
A word on Diversity and Lessons for Leadership
What can we learn about business and leadership from different attitudes towards queuing?
The diverse attitudes towards queuing can offer valuable insights into leadership and business practices. Here are some key lessons that can be learned:
Cultural Sensitivity: Different cultures have unique queuing norms and expectations. For leaders and businesses operating globally, it is crucial to understand and respect these cultural differences. This sensitivity to cultural nuances can foster better relationships and trust with customers and employees from diverse backgrounds.
Customer Experience: In countries where queuing is seen as an inconvenience, businesses can prioritize customer experience by implementing efficient queuing systems and minimizing waiting times. On the other hand, in cultures where queuing is more relaxed and social, businesses can create spaces that encourage interaction and engagement while customers wait. A competitor airline could easily differentiate itself in Kayseri by focusing on effective queuing and efficient customer service.
Flexibility and Adaptability: The fluidity seen in certain queuing practices, like in Latin American countries, teaches us the importance of flexibility and adaptability in business. Being able to adjust strategies and processes to accommodate varying customer preferences and expectations can lead to enhanced customer satisfaction and loyalty.
Order and Efficiency: Countries with strict queuing etiquette, like Germany and Japan, demonstrate the value of order and efficiency. Leaders can apply this principle in business operations, streamlining processes and creating well-defined systems that promote productivity and reduce confusion.
Hierarchical Respect: In cultures where hierarchical relationships are significant, such as Japan, showing respect and consideration for seniority is critical. Business leaders can adopt this value by fostering a culture of respect within their organizations, acknowledging and valuing the experience and expertise of senior team members.
Fairness and Equity: Queuing as a social contract emphasizes fairness and the principle of "first come, first served." Business leaders can apply this concept by ensuring equitable treatment of employees, promoting diversity and inclusion, and providing equal opportunities for growth and advancement.
Managing Frustration and Emotions: Observing how different cultures react to queue-cutting or delays can offer insights into managing emotions in high-pressure situations. Effective leaders can maintain composure and address conflicts constructively, reducing tension and creating a positive environment for both customers and employees.
Embracing Diversity: The variety of queuing attitudes across cultures reminds us of the richness of human diversity. In business, embracing diversity can lead to a broader range of perspectives and ideas, fostering innovation and creativity within the organization.
Connect with me at leadrisecoaching@gmail.com if you have any questions / comments / experiences you would like to share on queuing and leadership across cultures.
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