Chapter 8 Global Etiquette

1. Chapter 8Global Etiquette

2. Topics • Introductions • Business Card Exchange • Position and Status • Electronic Communication Etiquette • Dining Practices • Tipping • Gift Giving • Travel Etiquette Intercultural Business Communication, 5th ed. Chaney & Martin

3. As companies restructure and downsize, competition will become fiercer. Getting or keeping a job or being promoted will depend not only on how well qualified you are but also on how appropriately you behave and how much you look and act the part for a particular position. Intercultural Business Communication, 5th ed. Chaney & Martin

4. Respecting and observing the etiquette of another country is important -Need to know correct behavior -Do not want to unintentionally offend Intercultural Business Communication, 5th ed. Chaney & Martin

5. DefinitionsEtiquetteincludes manners and behavior considered socially acceptable by people of the culture. Protocol refers to customs and regulations having to do with diplomatic etiquette and courtesies expected in international negotiation. Intercultural Business Communication, 5th ed. Chaney & Martin

6. Introductions • In the U.S. first names are used almost immediately; Titles (Mr. Jones) are used infrequently. • In Germany, use titles; in Italy, address persons with a college degree as “Doctor.” • In Britain, people who have been knighted are addressed as "Sir" with the first name only (Sir George). • When introducing the Chinese, the surname comes first and the given name last. (Ching Lo Chang would be addressed as Mr. Ching.) Intercultural Business Communication, 5th ed. Chaney & Martin

7. In Latin American countries, people often add their mother's maiden name to their surname so you would use the next to the last name when introducing them. (Evelyn Rodrigues Castillo would be Señorita Rodrigues.) • Introductions are accompanied by a handshake, an embrace, or a bow depending upon the culture. Intercultural Business Communication, 5th ed. Chaney & Martin

8. Business Cards • In Japan, present a business card with both hands; in Arabic countries, use the right hand only. • Treat the business card with respect; place the card before you on the desk or conference table to properly refer to title, rank, and name. • Print a translation of all identifying information on the back of the card in the language of the country you will visit. Intercultural Business Communication, 5th ed. Chaney & Martin

9. Business Cards • Include your name and full title. Titles carry greater significance in other cultures than in the United States. • Include your company’s address and telephone numbers; include foreign headquarters, as appropriate. • Include your fax number and e-mail address. • Avoid colored type and paper. Choose white with black ink for both sides. If in doubt, be conservative. Intercultural Business Communication, 5th ed. Chaney & Martin

10. Position and Status • In the U.S. limited respect is shown for rank and authority; U.S. is not considered a nation of classes, but classes do exist. • Distinctions are made by how much money you have and where the money came from; (Drug dealers may have a lot of money but no style or class); distinctions are made by whether the money is inherited vs. earned money. Intercultural Business Communication, 5th ed. Chaney & Martin

11. Status is associated with educational level and with a person's occupation. Surveys show that medical doctors and college professors have high status in the U.S. • India has a caste system determined at birth. Interaction between castes is limited. • Gender is related to position and status. Women are considered as equal to men in the U.S. In other cultures (the Middle East), women are not considered equal. Intercultural Business Communication, 5th ed. Chaney & Martin

12. Age and hierarchy are important in such countries as the China. • Age takes precedence over rank. • The higher the rank of the person you are introduced to, the lower you bow. • The person of lower rank bows first and lowest. • Junior persons stop bowing first. You are also expected to sit and to go through the door in rank order. Intercultural Business Communication, 5th ed. Chaney & Martin

13. Electronic Communication Etiquette • When communicating by telephone, the initial impression is formed more on vocal quality than on words spoken. • Good telephone manners include answering the phone promptly, identifying yourself properly, and being courteous at all times. • When using voice mail, be brief but complete when leaving a message. • When using e-mail, avoid negative or personal information. Intercultural Business Communication, 5th ed. Chaney & Martin

14. Netiquette (Network Etiquette) • Proper netiquette avoids the following: • shouting - typing the message in all capital letters • dissing - speaking ill of someone • flaming - sending vicious, insulting messages • spamming - mass mailings of commercial advertisements or material cross-posted to numerous newsgroups Intercultural Business Communication, 5th ed. Chaney & Martin

15. E-mail Usage • 71.7% of residents have Internet access in the United States (third highest of top 20 countries) • Approximately 85% in Norway, The Netherlands, and Iceland have Internet access Intercultural Business Communication, 5th ed. Chaney & Martin

16. FAX Transmissions • Call ahead to confirm the fax number and to alert the person that you are sending a message; the message should follow within 15 minutes. • Avoid faxing certain documents: lengthy documents of more than 10 to 12 pages, personal/confidential information, and negative news. • Avoid using the fax when impressionsare important, such as résumés and proposals. Intercultural Business Communication, 5th d. Chaney & Martin

17. Good table manners are always a sign of breeding and education. Table manners reveal much about a person; those who are insecure, disorganized, greedy, insensitive, or ill at ease will reveal these qualities in their dining behavior. Intercultural Business Communication, 5th ed. Chaney & Martin

18. Dining Practices • In the U.S., the main meal is in the evening; in Mexico, the main meal is from 2 to 4 p.m. • In the U.S., salads are served first; in Italy and France, salads are served after the main course. • In the U.S., informal meals have two or three courses. In Latin American countries, even informal meals usually have numerous courses. Intercultural Business Communication, 5th ed. Chaney & Martin

19. Unusual U.S. Dining Practices • Serving a glass of ice water in restaurants • Offering coffee at the beginning of a meal • Giving people a choice of regular or decaffeinated coffee • Designating certain sections in restaurants as smoking/nonsmoking • Having breakfast business meetings Intercultural Business Communication, 5th ed. Chaney & Martin

20. Eating Styles • The U.S. eating style is called “zigzag”: cutting the meat with the knife held in the right hand and the fork in the left, then placing the knife on the plate, shifting the fork to the right hand, and eating. • Continental (European) style: placing the fork in the left hand and the knife in the right, then using the knife to push food onto the back of the fork and moving the food into the mouth, with fork tines down. Intercultural Business Communication, 5th ed. Chaney & Martin

21. Asians use chopsticks, especially for eating rice, but may use a spoon for some foods. • Tahitian food is eaten with the fingers; in the Middle East eat with your fingers if the host does, but use the right hand only. Intercultural Business Communication, 5th ed. Chaney & Martin

22. In Bolivia you are expected to clean your plate. In the U.S., you are not expected to clean your plate. • When eating something strange looking in another culture, never ask what it is; cut it in small pieces and swallow quickly; pretend it looks like chicken. Intercultural Business Communication, 5th ed. Chaney & Martin

23. Tipping • People communicate nonverbally by their tipping practices; those who are basically stingy and those who are basically generous will reveal these traits by their tipping behavior. • “Insult tipping” (leaving a few coins) shows a lack of breeding and is inappropriate regardless of how poor the service was. • Although a tip of 15 percent of the bill used to be considered a generous tip in fine restaurants, 20 percent is now closer to the norm when the service is excellent. Intercultural Business Communication, 5th ed. Chaney & Martin

24. Traveling in the U.S. involves numerous tipping situations including cab drivers and service personnel who may carry your luggage. • Tipping in a nontipping culture can offend or insult the people of that culture. Tipping in Japan is frowned upon; the Japanese consider carrying your luggage a gesture of hospitality. • In many places (Europe) a service charge is added to your restaurant/hotel bill; you need not leave an additional tip. Intercultural Business Communication, 5th ed. Chaney & Martin

25. Gift Giving • Each country has its seasons and occasions for giving gifts. Gift giving in some cultures is an art and is considered an integral part of building intercultural professional/social relationships. • U.S. business gifts are modest in price; the rule because of tax regulations is to limit the price to $25. • Gifts in the U.S. are opened in front of the giver, admired, and thanks are expressed orally and in writing. Intercultural Business Communication, 5t ed. Chaney & Martin

26. Gift Giving in Japan • Gift giving is very important; they give gifts to customers as expressions of appreciation for business. They reward employees on two major times (July 15 and December) with large bonuses. • Wrapping of the gift and presentation are important. The color of wrapping (no bows) should be consistent with the occasion: red, gold, and white for happy events; black and purple or black and white for other occasions. Intercultural Business Communication, 5th ed. Chaney & Martin

27. Gift Giving in Japan • Japanese do not open a gift in front of the giver; do not open your gift in their presence. • Avoid giving a gift when someone else is present. • Do not surprise your Japanese host; mention the gift ahead of time. • Favorite gifts for the Japanese are imported liquor, designer-made products (Gucci, Tiffany), also musical tapes and DVDs. Intercultural Business Communication, 5th ed. Chaney & Martin

28. Exhibitors at a trade show could not understand why Chinese visitors were not stopping by their booth. Workers were wearing green hats and were using them as giveaways as well. They later learned that for many Chinese persons green hats are associated with infidelity; the Chinese expression “He wears a green hat” indicates that a man’s wife has been cheating on him. When they discarded the green hats and gave out T-shirts and coffee mugs instead, they had plenty of Chinese visitors. Intercultural Business Communication, 5th ed. Chaney & Martin

29. Global Gift-Giving Guidelines • Avoid giving a gift of a clock in the People’s Republic of China; it is considered a symbol of bad luck. • Avoid gifts of perfume or wine to the French; those are their specialties. • Do not give gifts of cowhide to people in India; the cow is sacred. Intercultural Business Communication, 5th ed. Chaney & Martin

30. Avoid gifts of liquor or wine in Islamic cultures; alcohol is illegal. • Avoid gifts of a handkerchief or knife in Latin America. The knife is interpreted as a wish to sever a relationship; the handkerchief is associated with tears. Intercultural Business Communication, 5th ed. Chaney & Martin

31. In Korea business gifts are usually given at the beginning of formal negotiations. • In Germany business gifts are seldom exchanged at the beginning of negotiations but may be given at their conclusion. • In Latin American countries, present gifts only at the conclusion of negotiations. Intercultural Business Communication, 5th ed. Chaney & Martin

32. When dining in a person’s home in Western Europe, present your gift when you arrive so that it does not appear to be intended as payment for the meal. • Gifts to Germans should not be wrapped in black, brown, or white. • A striped tie is not a smart gift to a British man; it may be a copy of a British regiment other than his own. Intercultural Business Communication, 5th ed. Chaney & Martin

33. In Islamic countries avoid admiring personal possessions; you will probably find yourself the recipient of the object you have admired. • Good international U.S. gift choices include U.S. Indian art or jewelry, videotapes of U.S. movies, U.S. made sports equipment, or food that is uniquely U.S., such as candy or nuts. Intercultural Business Communication, 5th ed. Chaney & Martin

34. Travel Etiquette • Approach international travel with a positive attitude and a sense of adventure. • Dress appropriately; strangers will judge you first on your appearance. • Pack conservative business attire: dark suits for men and women, classic leather shoes, and good quality accessories and luggage. • Treat airline personnel courteously. Intercultural Business Communication, 5th ed. Chaney & Martin

35. A passenger standing in line at an airline ticket counter listened to a person yelling and screaming at the ticket agent. After the mad, rude customer left, the passenger complimented the ticket agent on his patience, attitude, and calm demeanor. The clerk replied: “Thank you for your kind words, but don’t worry; it’s all right.” The passenger asked, “How can it be all right?” The clerk answered: “It’s all right because, you see, that man is going to Cleveland, but his luggage is going to Singapore” (Dosick, The Business Bible). Intercultural Business Communication, 5th ed. Chaney & Martin

36. Proper Behavior During a Flight • Refrain from wearing strong fragrances. • Respect the preferences of those seated next to you related to conversations. • Do not place your seat in a reclining position when traveling in the main cabin without first asking permission of the person seated behind you. • Stay out of the aisles as much as possible, limit time on the telephone and in the bathroom, and do not permit children to disrupt or offend others. • Handle problem situations appropriately and politely. Intercultural Business Communication, 5th ed. Chaney & Martin

37. A helpful rule to remember in most cultures is to follow the lead of the people in the other culture. • If they shake hands, so do you. • Eat what they eat and when they eat. • If the other person gives you a gift, be prepared to reciprocate. Intercultural Business Communication, 5th ed. Chaney & Martin