T H U N D E R B I R DA G L O B A L B U S I N E S S C O M M U N I T Y

GB4800 GermanLanguage and Culture Tools

“Business Communication”

Jutta Ulrich

Business Communication

I. Social Conventions

II. Meetings

III. Speaking / Discussion Styles

IV. Oral and Written Presentations

V. Written Correspondence

VI. Telephone Interaction

I. Social Conventions

1. Appointments

2. Introductions

3. Dress Code, Posture

4. Offices and Space

5. Refreshments

6. Gifts

7. Making Conversation

1. Appointments (1)

• The Calendar– 2. April 2002– Tuesday Week 14

• Office / Visiting times– Monday – Friday 8-5 (8 – 17 Uhr)– Lunch 12–13 Uhr or 13-14 Uhr

• Making Appointments– In advance; confirmation not necessary– Specify agenda

1. Appointments (2)

• Vacation Times– Winter 24 Dec.-3 Jan.– Summer June / July / August

6 weeks staggered

• Holidays– Easter Monday, Pentecost Monday, 1st and

2nd Christmas day, New Year’s 1 January– 1 May (Labor), 3 October (German Unity)

2. Introductions (1)

• Names, Titles– Mr./Mrs. + academic title + family name– Frau Krause ; Frau Doktor Müller

Herr Schmitt; Herr Professor Lange

• Formal forms of “you” and verb – Haben Sie Zeit? Wie geht es Ihnen?– Informal address for children, friends, family,

animals, God. Other uses are insulting. Hast du Zeit? Wie geht es dir?

2. Introductions (2)

• Introducing oneself– Family name, handshake– Business card often later

• Personal Space – Northern European, North America: close

enough for handshake, but not closer– No touching of body other than hand

3. Dress Code, Posture

• Dress Code– Neat, modern, business casual– Colorful and varied, esp. for women– Industry specific

• Posture – Conservative, “closed”: legs crossed at knee

(not at ankle), arms below shoulders– Standing / sitting straight

4. Offices and Space

• Offices– Open, with or without dividing walls– Doors closed, locked at night– Receptionist / guard at entrance but often no

receptionist in departments or on different floors: knock / walk in

• Space – Visitors should not adjust chairs or other

furniture (even if awkward)– Decorative items can be admired.

5. Refreshments (1)

• Snacks– Coffee, water, juice; no water fountains– Vending machines, cafeteria

• Alcohol – With meals (beer, wine)– Sparkling wine (Sekt) to celebrate

• Smoking– Widespread; observe no smoking signs

5. Refreshments (2)

• Lunch– Company cafeteria (Kantine)– Local restaurant (short lunch)

• Restaurant – Regional specialty– Small talk, cultural topics

• Private Invitation– Rare; informal or formal

6. Gifts (1)

• Business Meeting– Small company memento (pen)– Book, cultural/regional item (more established

relationship)

• Private Invitation – Cut flowers– Wine; specialty “from home”

• Customers– Company memento (calendar, pen) or memorable

item; meals

6. Gifts (2)

• Media, press– Gift / memento

• Employees– Formal arrangements / contractual: a year

end or Christmas bonus; 13th salary– Company wide gift / memento– Personal choice for boss, secretary– Personal choice for co-workers

7. Conversations (1)

• Small Talk– Limited in the business environment; no

German word– Greetings, perfunctory check on journey,

hotel, arrival– At meals; little conversation about business

• Company information– History, location– Size, products

7. Conversations (2)

• Topics– Local and regional culture and history– Events, customs, holidays– Foods, weather– Traveling, destinations– Museums, exhibitions– Local sights

II. Meetings

• 1. Location

• 2. Length

• 3. Seating

• 4. Agenda

• 5. Moderator

• 6. Interaction

Meetings (2)

• 1. Location– Office, conference room– Tour of the premises– Restaurant

• 2. Length– Predetermined– Structured

Meetings (3)

• 3. Seating– Side – by – side: cooperative– 90 degree angle/corner: conversational;

appropriate for problem-solving– Opposite sides of table: competitive, inhibits

problem-solving

• 4. Agenda– Predetermined– Structured

Meetings (4)

• 5. Moderator– Participates in discussion– Calls on speakers if necessary– Responsible for agenda and timing

• 6. Interaction– Lively, can get loud and seemingly heated– All can speak, speaker can address anyone– Issue focused, questions, criticism

III. Speaking Styles

• 1. Polite language: formal address, family name, subjunctive verb forms

• 2. Frequent use of please (bitte), thank you (danke), excuse me (Entschuldigen Sie)

• 3. Lively, can get loud and seemingly heated• 4. All can speak, speaker can address anyone• 5. Issue focused, questions, criticism

IV. Presentations

• 1. Oral presentations– Media– Style: formal, serious, – Content: details, history, – Audience Interaction

• 2. Written Documents