Business

Etiquette and

Cross Cultural

Communication

Sherrie Lee

Dark-coloured suits

Light-coloured shirts/blouses

Well-groomed hair and nails

Covered shoes

Minimal accessories and scent

Business Attire

Introductions done in order of age or status

General rule is to defer to authority and use an honorific

Mr., Mrs., or Dr., unless asked to use first names

Firm handshake with direct eye contact

Meeting and Greeting

Business cards

Represent you and company so use good quality cards

Present card printed side up, forward-facing,

with both hands

Generally exchanged at the beginning

or the end of initial meeting

Study business card, commenting / clarifying

before putting it away

You should not request a business card from a more

senior ranking person

Discuss and present at least

three statements on each topic. (15 min)

Group 1: Gift giving; small talk

Group 2: Entertaining in restaurants and homes

Group 3: Different styles in verbal and non-verbal

communication; thank-you letters

Group 4: Negotiation & decision making; telephone

etiquette

Group Work

Choose good quality gifts

Company logo (if any) should be discreet

Status of recipient is reflected in choice and value of gift

Gifts are usually not opened when received

Be aware of inauspicious colours (e.g. black, white)

and religious restrictions (e.g. alcohol)

Gift Giving

Not about business

Helps to establish connection with the other party

Topics to avoid: politics, religion, personal issues

Safe topics: weather, transportation, sports, surroundings

Stay positive/neutral and follow the other party’s lead if from a different culture

Small Talk

Entertaining

Common venues include restaurants, private clubs,

sporting events, cocktail parties and home

Host is responsible for seeing to guests’ comfort

Host initiates starting meals, small talk and business

discussions (if any)

Hosts need to be aware of drinking practices and taboos

of guests

Guests should be punctual, be thankful, and exercise

good manners

Direct style: low-context, individualistic culture /

verbal precision, self-expression

Indirect style: high-context, group culture /

Face-saving, social/group harmony

Non-verbal: gesture, posture, facial expression, space

Body language can enhance spoken message

Communication Issues

Know your priorities and alternatives well

Understand the other party’s negotiation style

Leave margin for bargaining process

Meaning of ‘truth’ varies among cultures

Understand different values attached to time and decision making among cultures

Negotiation & Decision Making

Send promptly

In response to gifts, hospitality, special favours, etc.

Well-written letters express appreciation and also how useful and helpful a gift / service has been

Thank-you letters

Placing a call: Prepare, identity yourself, speak clearly

Receiving a call: be prompt, give name/dept, be discreet

Ending a call: the one who place the call should end it

Phone manners: YOUR EXAMPLES

Voice mail: give brief but specific message; include name and number

Telephone Etiquette

BUSINESS ETIQUETTE &

CROSS CULTURAL COMMUNICATION

Quiz time

Take the quiz from the San Diego State University Student Affairs, Career Office

http://career.sdsu.edu/resources/tutorials/manners/etiPre.html#1

-Flickr: Crossett Library Bennington College