Chapter 6 Chapter 6 Business etiquette Business etiquette and social customsand social customs

Intercultural CommunicationIntercultural Communication

1. Business etiquette 1.1 Introduction in general 1.2 Some guidelines for introduction 1.3 The response to the introduction 1.4 Face-to- Face greeting 1.5 Verbal greetings and non-verbal greetings 1.6 Space adventures 2. Handshaking and exchange business cards 2.1 The good time to shake hands 2.2 Hand-shaking codes. 2.3 How to exchange business cards 2.4 Treat the card with respect 2.5 The rules of the card game

Main Points

3. Dressing 3.1 Global Dress Codes 3.2 Keeping it simple 3.3 Dressing for women

4. Dining etiquette 4.1 Basic dining etiquette tips 4.2 Dining at someone’s home 4.3 Dining with chopsticks

5. Social customs 5.1 Gift packaging and receiving 5.2 What to bring as gifts

6. Humor in business, superstitions and taboos 6.1 Humor in business 6.2 Superstitions understood 6.3 Superstitions held in some cultures 6.4 Taboos understood

Etiquette refers to manners and behavior considered acceptable in social and business situations.

Proper social behavior includes learning cultural variations in making introductions, exchanging business cards, recognizing position and status, dining practices, giving gifts, etc.

How will you start the conversation? (1) One day two Chinese college students meet on the train, sitting by the window, opposite to each other. Just to get rid of the silence during the long trip, both of them wish to communicate and become acquainted. How will you two start the conversation?

How will you start the conversation?(2) One day two American college students meet on the train, sitting by the window, opposite to each other. Just to get rid of the silence during the long trip, both of them desire to communicate and become acquainted. How will you two start the conversation?

An introduction is the formal presentation of one person to another, in which people get to know each other and establish relationship each other. The first impression is very important. The proper introduction can be a good beginning for the future communication.

Being sensitive to cultural variations when making introductions will ensure that your first encounter with a person from another country will leave a positive impression.

First impressions are made only once but are remembered for a long time.

The procedure for making introductions varies from culture to culture. First names are used almost immediately by people from the United States and Great Britain, but introductions are more formal in some other cultures.

Remember that in some cultures such as the Chinese, the surname comes first and given name last.

While making introduction, there are some rules to abide by: 1) A man is always introduced to a woman.

2.1 Some guidelines for introduction

2) A young person is always introduced to an older person.

3) A less important person is always introduced to a more important person.

However, in business introductions, there is one basic rule: a less important person is introduced to a more important person, whether male or female.

Do not use first names in business introductions, unless it is the office customer with a business client until requested to do so.

Once you are introduced, you’ll attract other's attention. Now, you should respond properly. Remember the following tips:

1.3 The Response to the Introduction

1) Stand up. If you cannot stand up, you should show your intention to do so, or try your best to stand up. No matter you are lady or gentleman, you should follow this rule.

2) Approach and look at the other person with a smile to show respect to the other party.

3) Shake hands. Shaking hands is to show your trust and respect, and it's also a way to send your greetings.

4) Repeat names. Greet the other party by repeating the other party's name.

5) Say good-bye when you finish your conversation.

Practice:

1) An introduction between a man a woman. ( the man, Richard Smith, the president of California University from USA, the woman, Chen Hong, the director of the Educational Bureau, PRC)

2) An introduction between a less important person to a more important one.

( the less important, Bill Gates, the president of Microsoft; the more important, Thom Jefferson, the president of the USA)

3) An introduction between s young person to an older one.

(the young, Li Cheng, a student from School of Foreign Languages and Cultures, Dalian Nationalities University; the older, Zhang Liang, the director of Cultural Exchange Center)

1.4 Face-to-Face Greetings

Each culture has its own form of acceptable greeting behavior, usually based on the level of formality found within the society. The rules of social distance etiquette vary by culture.

Africans are far less structured in their greetings than Europeans. Expect a warm physical greeting, an extended handshake or a hand on the shoulder in most African cultures.

In Argentina, greetings are usually effusive ( 情感横溢的 ) with plenty of hugging and kissing.

French people kiss on both cheeks. The Chinese way of greeting shuns ( 避开 ) the ph

ysical. It is generally a nod or a slight bow.

Don't interpret a soft handshake or lack of eye contact as a sign of weakness or lack of enthusiasm. It simply means that your Chinese colleague is not overly used to physical contact when greeting a stranger.

Informal verbal greetings are usually used between close friends, for example, you can say: “Hello, David.” or “Hi, Mary.” or “Long time no see.” or “What brings you here today?”

1.5 Verbal greetings and non-verbal greetings

Formal verbal greetings are usually used in the business situation.

For example, you can say: “Good morning, Mr. Jones. How are you?” or “Good afternoon, Dr. Ensminger.” or “Good evening, how was your weekend?”

Kissing is a very personal way of saying hello, so you have to be careful about using it in business situations. Don't kiss someone you don't know well.

Generally speaking, the longer you have known a person and the more established your social and business relationships, the more appropriate a friendly peck on the cheek is likely to be for both parties.

Take into consideration the occasion and the setting. Kisses exchanged in the context of business meetings that are social in nature, such as banquets and conventions, may be acceptable.

A junior person kissing a senior executive appears to be currying favor.

A senior executive kissing a junior person can suggest that you're taking advantage of your higher position to make inappropriate advances toward a subordinate.

1.6 Space adventures

In Islamic cultures, special care should be taken when greeting a member of the opposite sex.

A non-Islamic woman doing business in such a culture can determine the method of greeting.

For men, the rules are different when greeting an Islamic female. Rule number one is never greet a woman with a kiss.

Also, you should never offer your hand

to a woman first.

2. Handshaking and exchange business cards

Shaking hands is an expression of mutual trust and respect, and it's a way to send greetings in business situation. Shaking hands politely and properly is very important.

Shaking hands at different time will leave different impression upon the person you are addressing:

2.1 Good time to shake hands

1) When you are introduced to others and when you say goodbye to others.

2) When the visitor comes into your room or office.

3) When you go to meet your client.

5) When you go to attend the receptions or parties and when you take leave.

2. 2 Hand-shaking codes

Social hand-shaking codes are relaxed in business situations where it is assumed that people meeting for the first time or after not seeing one another for a while will shake hands as a natural part of their greeting, no matter what their rank in relationship to one another and no matter what their gender.

When you are introduced to someone, either one of you may extend your hand first. Your hand-shake should be relaxed but firm (never limp), and you should look at the other person in the eyes, smile, and say “I am very pleased to meet you." or give other cordial greetings.

Do not hold on to the other person's hand or pump his or her arm. If someone you are meeting seems to back off, do not force a handshake. If he does not respond to your offer to shake hands, simply drop your hand back to your side, smile, and say "Hello.”

The hand shakings that changed China

Mao Zedong & Kim KonsenIn 1950 for the Korean War

Mao Zedong & Richard Nixon in 1972 for the diplomatic relation

I’ll be right there when you need any help. We should be friends for the world.

Mao Zedong & Deng Xiaoping in 1974 for the sake of China

Deng Xiaoping & Margaret Hilda Thatcher in 1984 for Hong Kong

You have to do something for China.

I’ll have Hong Kang back in 1997.

Your business card is an extension of your business role in your company.

If presenting to a multitude of foreign contacts at once, give your card to the leader of the delegation first.

In most Asian cultures, presenting a card with two hands conveys respect and an appreciation of the importance of the ritual.

It is best to hold the card by the two upper corners when making the presentation.

2.3 How to exchange business cards

Likewise, you should receive a business card with both hands. Once you have it in hand, take time to read it—not merely a glance but a deliberate study. Often this is an ideal time to repeat the person's name, which will help you connect the face to the name.

2.4 Treat the card with respect

In Japan and in many other Asian cultures it is insulting to put the card directly in your pocket, wallet or card case without giving it sufficient study time.

In Japan it is best to lay the card in front of you on the table, especially during the first meeting. This is a sign of great respect.

One exception to this rule is in Korea, where it is considered odd behavior to stare at the card or venerate ( 崇敬 ) it by placing it on the table. There it is OK to have a glance and place it in your pocket for later reference.

While you may write on your own card, it is considered rude and disrespectful to write on someone else’ s. Treat the card with respect. Ideally, carry a small pocket cardholder or case.

In the Islamic world the left hand is considered unclean. Even in many non-Islamic areas of Africa and Asia, the tradition has evolved of using the right hand in preference over the left. So while presenting or receiving a business card, use the right hand.

In Europe and North America, business cards are far less formalized and are used merely to keep track of who's who during a hectic meeting schedule.

1) It's not only polite to have your card translated into the local language it is now considered a must. Make it work for you.

2) Always present your card with the printed side up or, in the case of bilingual cards, with the local language side showing.

3) Wait to be introduced before presenting your business card.

4) Present the cards one at a time in the order of the hierarchy of the delegation.

5) Have your name and business title on the card. In some cultures it is common to include your academic degrees as well.

2.5 The rules of the card game

6) Don't inflate job titles. Also make sure to check the

translation. 7) Well-known or trademarked acronyms (such as IBM)

need not be translated nor do words included in logos. 8) Take plenty of cards. It can be highly embarrassing to run out of them and in some cultures it would be an insult. 9) Many executives carry two sets of cards. One set is used purely for introductions and has no direct contact information. The other is used for more serious encounters and includes detailed contact information. 10) Always treat your colleagues' cards with respect.

3. Dressing

With the internationalization of business, the room to be inventive in business dressing has diminished. While international business travelers are not yet wearing the same "uniform", there has been a clear tendency toward a more international standard of dressing for both men and women.

3.1 Global Dress Codes

People communicate through what they wear, their hairstyle, and the polish of their shoes and even the look of their fingernails.

An expensive watch is usually noticed and is considered a subtle symbol of success and prosperity in just about every culture doing international business.

3.2 Keeping it simple

A well-fitted dark suit—

usually blue, gray, or black—is appropriate for almost all formal business situations and most social occasions.

Even at more casual social affairs, being dressed smartly pays dividends. The rule of thumb ( 经验之谈 ): when in doubt, overdress for the occasion.

A light-colored dress shirt—the best color is white--and a tie are standard. Though most such cultures are not fanatical about it, long-sleeve shirts are preferred. Short sleeves are OK for after work casual meetings.

3.3 Dressing for women

For women, skirts and dresses are more the norm than pants in most every part of the world

For women, power dressing may in fact make it harder to break down the stereotype of businesswomen as pretenders to male power.

4. Dining etiquette rules

When it comes to dining customs, some basic ding etiquette tips are workable in most countries.

The way you behave at a meal will have an impact on the impression business colleagues in front of you.

　　

4.1 Basic dining etiquette tips

The following list of basic dining etiquette tips is valid for all cultures. The list is a mix of accepted universal custom and common sense.

1) Place your napkin on your lap only after everyone has been seated.

2) Never begin eating until everyone has been served, unless invited to do so by the hosts.

3) Forearms are OK on the table but elbows are not.

4) Keep the same flatware throughout a meal. It is acceptable to wipe them off with a piece of bread.

5) Do not point or gesticulate with your knife (or any other implement for that matter) while engaged in conversation at table. It is considered the height of rudeness and bad breeding.

6) If you are not sure to eat something, leave it or watch to see how others eat it and imitate them.

7) Your serving staff is responsible for replacing table items that have fallen on the floor. Simply ask for a replacement.

8) When it comes to formal toasts, follow the lead of the hosts. In many Asian cultures only counterparts of equal stature may toast each other.

9) Always taste your food before adding any seasonings. It is rude to season without tasting and may actually reflect negatively on your character by implying that you are prone to making hasty decisions before checking out the facts.

4.2 Dining at someone’s home

Sometimes, people are invited by their friends to have dinner at their home. So keep the following in mind before you go for your dinner.

1) If you arrive before most guests and are seated, rise when introduced to guests—both male and female—for the first time.

2) In most cultures it is rude to arrive empty-handed. Although lavish gifts are usually not expected, flowers for the hostess are the best bet.

3) Eat what is on your plate and praise the host/hostess. In most cultures leaving food uneaten is rude and considered a poor reflection on the host.

4) If at a home where servants or hired staff are serving the meal, you should be courteous, but don't be overly friendly to or engage the house servants in conversation. Not only will your host feel uncomfortable but so will the hired help.

5) When in doubt, follow the manners your own culture prescribes—and look confident doing it.

6) In most Asian cultures it is appropriate to leave one's shoes at the door. Follow the lead of your host but never insist on keeping shoes on. Be sure you wear a clean pair of socks without holes.

4.3 Dining with chopsticks

Asian dining is subject to the same rules of common sense as anywhere else in the world, but there are a few basic do's and don'ts when it comes to handling chopsticks.

1) It is considered rude to wave your chopsticks around as you decide which dish to sample next.

2) Never stick your chopsticks into food such as rice and let them stand upright. It is reminiscent of incense sticks at a funeral.

3) It is bad manners to use chopsticks like a fork to spear your food with the tips.

4) Avoid pulling or dragging dishes toward you with your chopsticks. Pick up the dishes in your hand instead.

6) Not all Asian cultures use chopsticks (e.g., Thailand, Philippines) and asking for them in such situations would be considered an insult.

5) When the meal is finished replace your chopsticks on the chopstick rest just as you found them when the meal began.

7) If you are from the West, your hosts may find your ability to use chopsticks fascinating and they may comment upon it. This bit of quaintness can seem patronizing ( 要领情 ), but it should be taken as a compliment regarding your cultural acumen ( 聪明 ).

5.1 Gift packaging and receiving

Packaging is an issue also. Elaborate wrapping is considered very important in Japan, less so in the United States and Canada, and even less in Great Britain.

Nicely packaged food items, fruit, and meat are welcome gifts also. Personal items are taboo; gifts should be neutral.

With new packaging laws in Germany, for example, wrappings may completely disappear. The new law requires stores to take back any packaging that is considered superfluous ( 多余的 ).

Germany, which already restricts the amount of household garbage, is contemplating charging garbage collection fees by the pound of garbage. Given this situation, a host might not appreciate elaborate wrapping of presents.

In the United States, the recipient is expected to open a gift immediately upon receiving it. Doing otherwise would show a lack of interest and appreciation; it would be rude.

Children are taught early to open gifts and acknowledge the gift with elaborate praise. "How wonderful! Just what I always wanted!"

Germans open presents immediately also but are more reserved in their thanks.

The Japanese and Chinese, on the other hand, never open presents while the giver is around. This would be very rude because of the potential loss of face for the giver and even receiver if the present is not exactly right.

If you are not certain, your best approach is to explain the custom of your culture and ask if it is acceptable to open the present.

5.2 What to bring as gifts

In the United States, it is typical to ask whether one can bring anything when being invited to a social occasion. The hostess will say no unless she knows the guest very well.

If one invites, the assumption is that one can prepare the food and generally handle the work associated with entertaining.

In China, it would be unthinkable to bring something for dinner. The host is gaining face from offering hospitality to guests and is storing obligation debts to his credit.

The way people from different cultures express appreciation for hospitality varies. In the United States, a person who is invited for dinner at the private home of a business contact is expected to write a thank-you note shortly after the event. The Japanese tend to not write thank-you notes.

To thank someone with a thank-you note could be interpreted as a signal that the writer wants to settle the "debt" and close the relationship.

Germans hardly ever write thank-you notes. They say "thank you" at the end of a visit. They are sincere in their appreciation, but they don't send notes.

6.1 Humor in business 6.2 Superstitions understood 6.3 Superstitions held in some cultures6.4 Taboos understood

6.1 Humor, superstition and taboos

While humor is a universal human characteristic, what is perceived as humorous varies from culture to culture.

In the United States, presentations are often started with a joke or cartoon related to the topic to be covered.

6.1 Humor in business

In addition to the United States; most European countries use humor during business meetings.

The British, especially, intertwine humor in business discussions.

Germans, too, find humor out of place during business meetings. They take business seriously and do not appreciate joking remarks during negotiations.

At the conclusion of negotiations, though, Germans enjoy relaxing and telling jokes in local bars or restaurants.

Even in international jokes, however, people have their own nuances ( 细微差别 ) to make the jokes/anecdotes amusing to members of their own culture. In the United States, for example, sarcasm (讽刺 ) and kidding accompany humor; in Australia, humor is barbed ( 尖锐 ) and provocative ( 煽动 ).

Some businesspersons with global experience recommend that jokes be avoided with people of diverse cultures; they maintain that American humor is hard to export and appreciate.

Even through the intention of humor is to put your international colleagues at ease and create a more relaxed environment, the risk of offending someone of another culture or of telling a story that no one understands, is great. In short, we do not all laugh at the same things.

6.2 Superstitions

Superstitions are beliefs that are inconsistent with the known laws of science or what a society considers to be true and rational. Examples of superstitions include a belief that special charms, omens, or rituals have supernatural powers. Superstitions which are treated rather casually.

Few businessperson in the US consult astrologers or fortune tellers for advice on business matters, in other cultures spiritualists are highly regarded and may be consulted in making business decisions.

When doing business with persons who take business advice from seers ( 预言家 ), it is best to respect these beliefs. In parts of Asia, for example, fortune telling and palmistry are considered influential in the lives and business dealings of the people.

In many cultures, bad luck and even death are associated with certain numbers.

American think that 13 is an unlucky number. Most US American hotels do not have a thirteenth floor, and even a hotel number ending in 13 may be refused.

Friday the thirteenth is perceived as an unlucky day. Many U.S. persons will not schedule important events such as weddings or major surgery on this day.

The Chinese, who also believe that good or bad luck is associated with certain numbers, feel that four is the most negative number because it sounds like their word for death.

Conversely, some numbers have positive meanings in China. For example, the number six and eight represents good luck, happiness and prosperity.

6.3 Superstitions held in some cultures

Some superstitions held by persons in some cultures include, events on New Year's Day predict what will happen for the entire year.

1) In Chinese culture, sweeping the floor on New Year's Day may sweep away one's good luck for the coming year; likewise, bathing on this day will wash away one's good luck.

2) Attaching old shoes to the car of newlyweds assures fertility

3) Walking under a ladder or breaking a mirror will bring bad luck.

4) Giving too much attention to a newborn child would place the child in jeopardy (危险 ); the evil spirits will harm the baby if it receives a lot of attention.

5) Many South Americans believe that bringing coral or shells into your home will bring bad luck.

6.4 Taboos understood

Taboos are practices or verbal expressions considered by a society or culture as improper or unacceptable. Taboos often are rooted in the beliefs of the people of a specific region or culture and are passed down from generation to generation.

In Arabic countries, for example, it is considered taboo to ask about the health of a man's wife.

Writing a person's name in red has negative associations in Korea, parts of Mexico, and among some Chinese.

In Malaysia, pointing with one's index finger is taboo, but one may point with the thumb.

Indonesia has certain taboos related to the head. Since the head is considered a sacred part of the body, it should not be touched by someone else.

Taboos of the people of Madagascar are perhaps the most unusual: pregnant women are forbidden from eating grains

Pregnant women are forbidden from sitting in doorways

Women may not wash their brothers' clothes

Children are not permitted to say their father's name or make reference to any part of his body.

The End