Business Etiquette 1.The golden rules of good business manners

Introduction Unwritten code of good business manners: Unwritten code of good business manners: Work effectively and profitably togetherWork effectively and profitably together Establish and sustain succesful long- term relationshipEstablish and sustain succesful long- term relationship Improve (companies’ and individuals’) development and promotion potentialImprove (companies’ and individuals’) development and promotion potential

Good business manners are the commercial application of acceptable personal behaviour. Good business manners are the commercial application of acceptable personal behaviour. Every rule of personal manners translates directly into its business equivalent. Every rule of personal manners translates directly into its business equivalent. Good business manners are universal. Good business manners are universal. The basic principles are timeless, but always developing. The basic principles are timeless, but always developing.

The golden rules: The golden rules: IntegrityIntegrity MannersManners PersonalityPersonality AppearanceAppearance ConsiderationConsideration TactTact

2. Dealing with people face to face Meeting for the first time Before you arriveBefore you arrive In receptionIn reception IntroductionsIntroductions Business cardsBusiness cards FamiliarityFamiliarity Down to businessDown to business SmokingSmoking Taking your leaveTaking your leave

The job interview Your curriculum vitaeYour curriculum vitae At the interviewAt the interview Talking about yourselfTalking about yourself Answering questionsAnswering questions Winding upWinding up

Customers, suppliers and colleagues Who has the initiativeWho has the initiative Judging seniorityJudging seniority Making face-to-face discussions effectiveMaking face-to-face discussions effective Handling conflictHandling conflict Respecting confidencesRespecting confidences Keeping colleagues informedKeeping colleagues informed Building relationshipsBuilding relationships Dealing with your bossDealing with your boss

3.Handling business meetings Informal meetings the „convenor”the „convenor” venue and timingvenue and timing purpose, preparationpurpose, preparation punctualitypunctuality durationduration minutesminutes communicationcommunication Impromptu meetings

Formal meetings preparationpreparation appearanceappearance seating planseating plan discussionsdiscussions respectrespect conclusionsconclusions confidentialityconfidentiality minutesminutes disagreement, withdrawaldisagreement, withdrawal

Business meals Business meals Social occasions Social occasions Meals at home with colleagues or business associatesMeals at home with colleagues or business associates Business hospitality eventsBusiness hospitality events Office parties and similar functionsOffice parties and similar functions Weddings and funeralsWeddings and funerals

4. Socializing Friendships Friendships Punctuality and time Punctuality and time task-oriented time task-oriented time event time event time monochronic time monochronic time polychronic time polychronic time Pace- of-life studies Pace- of-life studies Linear and nonlinear languages Linear and nonlinear languages linear: a beginning and an end that is linear: a beginning and an end that is object oriented object oriented nonlinear:circular, tradition oriented,subjective nonlinear:circular, tradition oriented,subjective Everything is cyclical with repeating patterns. Everything is cyclical with repeating patterns. Present-, past- and future-oriented cultures Present-, past- and future-oriented cultures Time-style dimensions Time-style dimensions analytic time analytic time holistic time holistic time

Gift giving Gift giving Gift-giving practices around the Gift-giving practices around the world world When to give gifts? When to give gifts? What to give? (appropriate gifts) What to give? (appropriate gifts) Red roses or white gladioli? Red roses or white gladioli? Even or uneven number of flowers? Even or uneven number of flowers? Relationship building Relationship building Problems Problems Gender stereotyping Gender stereotyping Importance of cultural diversity and awareness trainings Importance of cultural diversity and awareness trainings Women and work Women and work

Gestures and other nonverbal communicators Gestures do not have universal meanings across cultures, meanings are culture specific. Gestures do not have universal meanings across cultures, meanings are culture specific. - the victory gesture - the victory gesture -”thumbs-up” signal -”thumbs-up” signal -the OK sign -the OK sign -shaking the head to mean „yes” or -shaking the head to mean „yes” or „no” „no” - the fingertip kiss - the fingertip kiss - the nose thumb - the nose thumb -the eyelid pull -the eyelid pull -the nose tap -the nose tap - tapping the front of the nose - tapping the front of the nose -the finger cross -the finger cross

Colour (Chromatics) Colour (Chromatics) can have both positive and negative can have both positive and negative connotations, colour can also affect connotations, colour can also affect a person’s mood and emotions. a person’s mood and emotions. Colours may be associated with a particular nationality. Colours may be associated with a particular nationality. (e.g.:green=Ireland) (e.g.:green=Ireland) Colour is also important in selecting clothing. Colour is also important in selecting clothing.

Eye contact (Oculesics) Eye contact (Oculesics) Non-verbal messages conveyed by eye contact are: attentiveness, respect, truthfulness, self-confidence Non-verbal messages conveyed by eye contact are: attentiveness, respect, truthfulness, self-confidence Messages conveyed by avoiding eye contact are:insecurity, disrespect, Messages conveyed by avoiding eye contact are:insecurity, disrespect, inattentiveness, dishonesty, shyness and lack of self-confidence. inattentiveness, dishonesty, shyness and lack of self-confidence. Duration of eye contact Duration of eye contact

Facial expressions Facial expressions can reveal: anger, fear, happiness, can reveal: anger, fear, happiness, sadness, disgust, surprise, etc. sadness, disgust, surprise, etc. The same expression does not have The same expression does not have the same meaning in all cultures. the same meaning in all cultures. -Tears -Tears -Eyes/pupils -Eyes/pupils -Smile -Smile

Paralanguage ( how sg. is said) Paralanguage ( how sg. is said) -volume -volume -rate -rate -accent -accent Posture: Posture: is associated with confidence or lack is associated with confidence or lack of it. of it. can reveal interest or disinterest. can reveal interest or disinterest. can send unintentional messages. can send unintentional messages. Silence Silence is interpreted very differently around the world. is interpreted very differently around the world. Low –context cultures (U.S.) are very uncomfortable with silence. Low –context cultures (U.S.) are very uncomfortable with silence. High-context cultures (Japan) are very comfortable with it. High-context cultures (Japan) are very comfortable with it.

Smell (Olfactics) Smell (Olfactics) is part of nonverbal communication. is part of nonverbal communication. We smell as we do because of We smell as we do because of hygiene,what we eat and the scents hygiene,what we eat and the scents we apply to our skin. we apply to our skin. Space and touch (Proxemics and Haptics) Space and touch (Proxemics and Haptics) Touch is one of the earliest forms of nonverbal communication we learn. Touch is one of the earliest forms of nonverbal communication we learn. Personal space differs significantly from one culture to another. Personal space differs significantly from one culture to another. Nonverbal leakage Nonverbal leakage represents a person’s actual feelings that lie beneath the represents a person’s actual feelings that lie beneath the social mask.( feet, legs, arms, hands) social mask.( feet, legs, arms, hands)

6. Dress and Appearance Fabric: Fabric: -Pure, natural fibres (silk, cotton, -Pure, natural fibres (silk, cotton, linen, wool)- associated with higher linen, wool)- associated with higher status status -Synthetic fibres (polyester)- -Synthetic fibres (polyester)- associated with the lower middle associated with the lower middle class class -Fabrics inappropriate for business wear: -Fabrics inappropriate for business wear: leather, suede, velvet,satin leather, suede, velvet,satin Regional differences may exist (e.g.: New York, Regional differences may exist (e.g.: New York, California, Texas) California, Texas) Industry differences (banks, law firms, government agencies) Industry differences (banks, law firms, government agencies) When doing business in other countries: When doing business in other countries: men: should wear suits of good quality in solid dark colours men: should wear suits of good quality in solid dark colours ties and white long-sleeved shirts ties and white long-sleeved shirts black laced shoes rather than loafers black laced shoes rather than loafers women:should wear a dress or skirted suit in solid colour, traditional style women:should wear a dress or skirted suit in solid colour, traditional style jewelry and accessories should be of high quality jewelry and accessories should be of high quality very high heels, boots,pantsuits are inappropriate in certain countries very high heels, boots,pantsuits are inappropriate in certain countries

Business Casual Attire Business Casual Attire was popular in the US in the 1990s, was popular in the US in the 1990s, but is on the wane, but is on the wane, damaged the corporate image, damaged the corporate image, encouraged slacking off in work encouraged slacking off in work productivity productivity brought flirtatious behaviour, brought flirtatious behaviour, never worked in fin. institutions never worked in fin. institutions Dressing for Travel Dressing for Travel

Dressing for Social Events Dressing for Social Events Good advice: Dress modestly for international social events. Good advice: Dress modestly for international social events. White tie (black tailcoat, starched white shirtfront, white vest, black patent shoes, long ball gown with appropriate jewelry, long white gloves ) White tie (black tailcoat, starched white shirtfront, white vest, black patent shoes, long ball gown with appropriate jewelry, long white gloves ) Black tie (black dinner jacket, black tie, plain shirt or with a pleated front, full-length gown from a dressy fabric such as satin or velvet) Black tie (black dinner jacket, black tie, plain shirt or with a pleated front, full-length gown from a dressy fabric such as satin or velvet) Informal (dark business suit, white shirt, subdude tie, short cocktail dress) Informal (dark business suit, white shirt, subdude tie, short cocktail dress) Casual wear varies widely. Casual wear varies widely.

Cultural Customs in Dress Cultural Customs in Dress Respect the customs of other cultures including their dress customs. Respect the customs of other cultures including their dress customs. Wearing the native dress may be considered offensive. Wearing the native dress may be considered offensive. In Asian countries it is better to wear traditional business clothing. In Asian countries it is better to wear traditional business clothing. Types of attire that should not be worn Types of attire that should not be worn in Asian countries: in Asian countries: shorts, tank tops, bright colours shorts, tank tops, bright colours in Europe: in Europe: sweat suits, tennis shoes,T-shirts, funny sweat suits, tennis shoes,T-shirts, funny hats, loud colours. hats, loud colours.

7. Cultural Attitudes and Behaviours Attitudes towards the familyAttitudes towards the family The meaning and importance of the family The meaning and importance of the family Strong family ties, sense of security (Latin America, North Africa, Middle East, Asia) Strong family ties, sense of security (Latin America, North Africa, Middle East, Asia) Family unit is more important than work. Family unit is more important than work. United States- individualistic culture United States- individualistic culture

People do not feel commited to staying near their relatives, People do not feel commited to staying near their relatives, value independence and self-reliance, move from place to place, face new carreer challenges. value independence and self-reliance, move from place to place, face new carreer challenges. The meaning of the word „family”: The meaning of the word „family”: US: nuclear family US: nuclear family Mexico: extended family Mexico: extended family Arab culture: broader definition of family Arab culture: broader definition of family Other definitions of family include a community or entire culture. Other definitions of family include a community or entire culture.

Family systems Family systems Monogamy Monogamy Serial monogamy Serial monogamy Polygyny (followers of Islam) Polygyny (followers of Islam) Polyandry (Polynesian nations) Polyandry (Polynesian nations) Patriarchal families Patriarchal families Matriarchal families Matriarchal families

Cultural variations in the age at which people date, marry, number of children, the extent to which women work to contribute to the household, living arrangements for the elderly. Cultural variations in the age at which people date, marry, number of children, the extent to which women work to contribute to the household, living arrangements for the elderly. Various family configurations: Various family configurations: traditional, single-parent, married couples without children. traditional, single-parent, married couples without children. India: arranged marriages, large families, several generations in the same house. India: arranged marriages, large families, several generations in the same house.

Asian countries: families are very important, small, women work outside the home, monogamous marriages, low divorce rate, great respect for the elderly Asian countries: families are very important, small, women work outside the home, monogamous marriages, low divorce rate, great respect for the elderly Attitudes towards religion Attitudes towards religion US: separation of church and state, US: separation of church and state, religion is highly personal, several denominations are practiced. religion is highly personal, several denominations are practiced. majority: Christians majority: Christians Numerous non-Christian groups. Numerous non-Christian groups. Saudi Arabia, UAE, Iran, Iraq: Ramadan, Saudi Arabia, UAE, Iran, Iraq: Ramadan, prayers five times a day prayers five times a day Asia, Pacific Rim: religion is way of life. Asia, Pacific Rim: religion is way of life.

China: Confucianism, Taoism, Buddhism China: Confucianism, Taoism, Buddhism Attitudes towards education Attitudes towards education Attitudes vary: Attitudes vary: Education should be accessible for all, Education should be accessible for all, Education should be limited to a select few. Education should be limited to a select few. US: designed to accomodate students with disabilities, accessible to all who wish an education. US: designed to accomodate students with disabilities, accessible to all who wish an education. Aim to reach a literacy rate of 100%. Aim to reach a literacy rate of 100%. The educational system is decentralized, there is no national ministry of education. The educational system is decentralized, there is no national ministry of education.

Public elementary and secondary schools Public elementary and secondary schools Private schools Private schools Less formality between teachers and students, Less formality between teachers and students, Natural to question what professors say, Natural to question what professors say, No negotiating for a higher grade. No negotiating for a higher grade. Plagiarism and cheating may result in expulsion from the university. Plagiarism and cheating may result in expulsion from the university. Classroom interaction Classroom interaction Making friends Making friends

Work attitudes and behaviours Work attitudes and behaviours Work attitudes- how people view culture- are culturally diverse. Work attitudes- how people view culture- are culturally diverse. „Live to work” cultures value and reward hard work. „Live to work” cultures value and reward hard work. „Work to live „ cultures are more relaxed enjoying long holidays. „Work to live „ cultures are more relaxed enjoying long holidays.

Countries with the largest number of working hours:China 47.9 hours Countries with the largest number of working hours:China 47.9 hours South Korea 46.2 South Korea 46.2 New Zealand 44.9 New Zealand 44.9 Mexico 43.3 Mexico 43.3 US 42.6 US 42.6 Japan 42.2 Japan 42.2 UK 39.6 UK 39.6 Germany 38.7 Germany 38.7

Attitudes toward equality, status and social class Attitudes toward equality, status and social class Status and social class are of little importance for most Americans, equality is very important. Status and social class are of little importance for most Americans, equality is very important. People have equal value, no one is inherently superior to others. People have equal value, no one is inherently superior to others. „All men are created equal”. „All men are created equal”. Classless society Classless society

India has a rigid cast system: India has a rigid cast system: religious people religious people administrators administrators skilled craftsmen/farmers skilled craftsmen/farmers unskilled labourers unskilled labourers untouchables. untouchables. Interaction between different castes is limited. Each caste has its own rights, duties and status. Interaction between different castes is limited. Each caste has its own rights, duties and status.

Americans maintain that their country is one large middle class. Americans maintain that their country is one large middle class. But subtle distinctions exist: upper-middle class upper-middle class mid-middle class mid-middle class lower-middle class. lower-middle class. Status is also associated with education. Status is also associated with education. Asians and Middle Easterners have great respect for age. Asians and Middle Easterners have great respect for age.

Cultural Variations in Public Behaviour Cultural Variations in Public Behaviour Behaviour in public is influenced by culture. Behaviour in public is influenced by culture. Smoking Smoking Voice volume Voice volume Spitting Spitting