BUSINESS COMMUNICATION

3rd year IECourse 5

INTERNATIONAL COMMUNICATION AND BUSINESS ETIQUETTE

CATEGORIZING CULTURES

BUSINESS ETIQUETTE rules of international communication patterns in international communication

CATEGORIZING CULTURES

There are over 200 recognized countries or nation-states in the world, and the number of cultures is considerably greater because of strong regional variations.

Linear-Active vs. Multi-Active vs. Reactive Cultures

Introvert Patient Quiet Likes privacy Plans ahead

methodically Does one thing at a

time

Extrovert Impatient Talkative Gregarious Plans grand outline

only Does several things at

once

Works fixed hours Punctual Dominated by timetables

and schedules Sticks to plans Sticks to facts Gets information from

statistics, reference books, database, Internet

Works any hours Not punctual Timetable

unpredictable Changes plans Juggles facts Gets first-hand (oral)

information

Job-oriented Works within

department Follows correct

procedures Accepts favors

reluctantly Delegates to competent

colleagues

People-oriented Gets around all

departments Pulls strings Seeks favors Delegates to relations

Likes fixed agendas Dislikes losing face Limited body language Rarely interrupts Separates social /

professional

Interrelates everything Has ready excuses Unrestricted body

language Interrupts frequently Interweaves social /

professional

Reactive cultures …

Introvert Patient Silent Respectful Good listener Punctual Reacts Reacts to partner’s

timetable

Makes slight changes Statements are promises Uses both first-hand and

researched information People-oriented Quietly carrying Considers all departments Networks Protects face of others Delegates to reliable people Subtle body language Must not lose face Doesn’t interrupt Connects social and professional

BUSINESS ETIQUETTE

Rules of International Communication The seller is expected to adapt to the buyer The visitor is expected to observe the local

customsPatterns in International Communication First impressions in business Dining etiquette Gift-giving

USA, CANADA, ITALY,UNITED ARAB EMIRATES, BRAZIL, SOUTH KOREA,

CHINA

USA American business people have the

reputation of being the toughest in the world, but they are, in many respects, the easiest to deal with.

Aim: to make as much money as they can as quickly as they can, using hard work, speed, opportunism and power.

They introduce informality immediately: take their jackets off, use first names, discuss personal details;

They give the impression of being naïve by not speaking anything but English and by showing immediate trust through ultra-friendliness;

They dislike protocol. Anyone can say what he or she thinks at a meeting irrespective of the status of the participants;

Canada They are not very nationalistic, they like you

to appreciate the uniqueness of their identity and to distinguish them clearly from Americans;

Canadians are trustworthy and will appreciate your confidence;

ItalyFirst impressions… Lively conversation is common; Welcome topics of conversation: Italian

architecture, art and films, sports, opera; Avoid criticizing Italian culture, even if your

Italian counterparts are doing so;

Gift-giving … Don’t give a business gift until you get one; Gifts should be a well-known brand name; Gifts of alcohol or crafts from your own country are

often good choices; Fine pens, silver key rings, calculators;

!!!avoid giving gifts showing your company’s logo

Entertaining … Hospitality Refusing an invitation may give offence; The business breakfast is unheard of; Business dinners include only a small,

exclusive group; Lunch – the main meal of the day;

United Arab EmiratesFirst impressions … The host usually sets the subject of conversation; They will begin with polite enquiries (How are you?) If others arrived before you, your hosts will often tell

you the subject of the previous conversation and invite you to contribute;

Gift-giving … Your host is likely to open and carefully examine your gift in

your presence; It is important that your gift is the best you can afford to avoid

embarrassment;Entertaining … Sharing a meal is considered the best way for people to get to

know one another; Locals often entertain at home but they will accept a foreigner’s

invitation to a hotel or restaurant; It is considered bad manners to either eat or offer something

with your left hand;

BrazilFirst impressions … Conversations tend to be fast and lively; You may sometimes be asked personal questions

about your income, religion and marital status;Gift-giving … Do not give anything that is obviously expensive; Small electronic items are often appreciated; Good choices: scientific calculators, electronic

address books and pocket CD players;

Entertainment … Business entertaining is conducted over lunch or

dinner; Punctuality: you are expected to arrive on time; Shake hands with everyone in your company, both

upon arrival and upon departure; It’s unusual to touch food with your fingers; Cut all foods, including fruits and sandwiches, with

your knife;

South KoreaFirst impressions … You may be asked personal questions about your age, salary, education,

religion and family life;Gift giving … Office items with your company logo or something produced in your country; The gifts should be of a good quality but modestly priced; Be sure to give a gift of greater value to the senior person;Entertaining … Drinking is an important part of doing business; It is common to be invited out in the evening; The most honoured person will be asked to sing solo; Make sure that you know one very simple song and do your best; Refusing to sing is considered bad manners;

???☺☻☺

France: bon appetit Germany: guten Appetit Italy: buon appetito Japan: itadakimasu (I am receiving) – don’t

attack a dish withoput complimenting your host on the artistry;

How to emphatize with the Chinese …

You are dealing with people who place values and principles above money …

Seating will be according to hierarchy; The senior man must be shown great respect

and attention all times, even though he takes little part;

Politeness;

Prepare well – Chinese will appreciate it; Know Chinese history and praise their inventiveness

and artistic achievements; Be careful how you look at the concept of truth. The

Chinese do not believe in absolute, scientific truth; Dress neatly and conservatively. Beards and other

excessive hair cause the Chinese to feel uncomfortable;

Parents, teachers and bosses must all be obeyed;

Age brings seniority; There is a wide salary range between the top

and bottom of the organization; The ideal boss is a benevolent autocrat; Confrontation is avoided; harmony and

consensus are ultimate goals;

Chinese are basically very welcoming people;

Sit-down dinners are the norm, usually lasting about two hours and ending when the host stands up;

Address a person using his or her family name only, such as Mr. Chen or Ms. Hsu. The Chinese family name comes first and is usually one syllable;

For business purposes, it is traditionally acceptable to call a Chinese person by the surname, together with a title, such as "Director Wang" or "Chairman Li." Avoid using someone's given name unless you have known him or her for a long period of time. Formality is a sign of respect, and it is advisable to clarify how you will address someone very early in a relationship, generally during your first meeting.

Do not try to become too friendly too soon, and do not insist that your Chinese counterparts address you by your given name. The Western pattern of quick informality should be resisted.

The Chinese way of greeting is a nod or slight bow. However, when interacting with Westerners, Chinese usually shake hands. Bear in mind that a soft handshake and a lack of eye contact do not necessarily indicate timidity. It only implies that the person is not accustomed to the firm handshakes commonly used in the West.

In China, it is assumed that the first person that enters the room is the head of the group. Westerners should observe this convention so as not to confuse the Chinese. Important guests are usually escorted to their seats. If the meeting room has a large central table, the principal guest is likely to be seated directly opposite the principal host.

When exchanging business cards, hold out your card using both hands with the writing facing the recipient. Cards should always be exchanged individually (one-on-one). Never toss or "deal" your business card across the table, as this is considered extremely rude. Receive a business card with both hands and scan it immediately for vital information. Then lay the card in front of you on the table. It is demeaning to put someone's card directly into your pocket without looking at it first.

Meetings begin with small talk. Resist the temptation to get down to business right away. Also, avoid telling Western-style jokes, because jokes sometimes do not translate across cultures and can cause confusion or hurt feelings.

Gift Giving

An appropriate gift is particularly something representative of your town or region. Gifts indicate that you are interested in building a relationship. A gift should always be wrapped, but avoid plain black or white paper because these are the colors of mourning. Present the gift with both hands as a sign of courtesy and always mention that this is only a small token of appreciation. Do not expect your gift to be opened in your presence. This indicates that it is the thought that counts more than the material value.

Never give a clock, handkerchief, umbrella or white flowers, specifically chrysanthemums, as a gift, as all of these signify tears and/or death. Never give sharp objects such as knives or scissors as they would signify the cutting of a relationship. Lucky numbers are 6 and 8 (especially in a series, such as 66 or 888). An unlucky number is 4.