1. T H U N D E R B I R D A G L O B A L B U S I N E S S C O M M U N I T Y GB4800 German Language and Culture Tools “Business Communication” Jutta Ulrich

2. Business Communication I. Social Conventions II. Meetings III. Speaking / Discussion Styles IV. Oral and Written Presentations V. Written Correspondence VI. Telephone Interaction

3. I. Social Conventions 1. Appointments 2. Introductions 3. Dress Code, Posture 4. Offices and Space 5. Refreshments 6. Gifts 7. Making Conversation

4. 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

5. 1. Appointments (2) Vacation Times –Winter 24 Dec.-3 Jan. –Summer June / July / August 6 weeks staggered Holidays –Easter Monday, Pentecost Monday, 1 st and 2 nd Christmas day, New Year’s 1 January –1 May (Labor), 3 October (German Unity)

6. 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?

7. 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

8. 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

9. 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.

10. 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

11. 5. Refreshments (2) Lunch –Company cafeteria (Kantine) –Local restaurant (short lunch) Restaurant –Regional specialty –Small talk, cultural topics Private Invitation –Rare; informal or formal

12. 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

13. 6. Gifts (2) Media, press –Gift / memento Employees –Formal arrangements / contractual: a year end or Christmas bonus; 13 th salary –Company wide gift / memento –Personal choice for boss, secretary –Personal choice for co-workers

14. 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

15. 7. Conversations (2) Topics –Local and regional culture and history –Events, customs, holidays –Foods, weather –Traveling, destinations –Museums, exhibitions –Local sights

16. II. Meetings 1. Location 2. Length 3. Seating 4. Agenda 5. Moderator 6. Interaction

17. Meetings (2) 1. Location –Office, conference room –Tour of the premises –Restaurant 2. Length –Predetermined –Structured

18. 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

19. 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

20. 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

21. IV. Presentations 1. Oral presentations –Media –Style: formal, serious, –Content: details, history, –Audience Interaction 2. Written Documents