Business EtiquetteBusiness Etiquette

1.The golden rules of 1.The golden rules of good business mannersgood business manners

IntroductionIntroduction

Unwritten code of good business Unwritten code of good business manners:manners:• Work effectively and profitably togetherWork effectively and profitably together• Establish and sustain succesful long-Establish and sustain succesful long-

term relationshipterm relationship• Improve (companies’ and individuals’) Improve (companies’ and individuals’)

development and promotion potentialdevelopment and promotion potential

Good business manners are the Good business manners are the commercial application of acceptable commercial application of acceptable personal behaviour.personal behaviour.

Every rule of personal manners translates Every rule of personal manners translates directly into its business equivalent.directly into its business equivalent.

Good business manners are universal.Good business manners are universal. The basic principles are timeless, but The basic principles are timeless, but

always developing.always developing.

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

2. Dealing with people face to face2. Dealing with people face to face

Meeting for the first timeMeeting 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 interviewThe 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 colleaguesCustomers, 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 meetings3.Handling business meetings

Informal meetingsInformal meetings• the „convenor”the „convenor”• venue and timingvenue and timing• purpose, preparationpurpose, preparation• punctualitypunctuality• durationduration• minutesminutes• communicationcommunication

Impromptu meetingsImpromptu meetings

Formal meetingsFormal meetings• preparationpreparation• appearanceappearance• seating planseating plan• discussions discussions • respectrespect• conclusionsconclusions• confidentialityconfidentiality• minutesminutes• disagreement, withdrawaldisagreement, withdrawal

Business mealsBusiness meals Social occasionsSocial occasions

• Meals at home with colleagues or Meals at home with colleagues or business associatesbusiness associates

• Business hospitality eventsBusiness hospitality events• Office parties and similar functionsOffice parties and similar functions• Weddings and funeralsWeddings and funerals

4. Socializing4. Socializing FriendshipsFriendships Punctuality and timePunctuality and time task-oriented timetask-oriented time event timeevent time monochronic timemonochronic time polychronic timepolychronic time Pace- of-life studiesPace- of-life studies Linear and nonlinear languagesLinear 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,subjectivenonlinear:circular, tradition oriented,subjective Everything is cyclical with repeating patterns.Everything is cyclical with repeating patterns. Present-, past- and future-oriented culturesPresent-, past- and future-oriented cultures Time-style dimensionsTime-style dimensions analytic timeanalytic time holistic timeholistic time

Gift givingGift giving Gift-giving practices around the Gift-giving practices around the worldworld 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 buildingRelationship building ProblemsProblems Gender stereotypingGender stereotyping Importance of cultural diversity and awareness trainingsImportance of cultural diversity and awareness trainings

Women and workWomen and work

Gestures and other nonverbal Gestures and other nonverbal communicatorscommunicators

GesturesGestures do not have universal meanings across cultures, do not have universal meanings across cultures, meanings are culture specific.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

ColourColour (Chromatics) (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 Colours may be associated with a particular nationality.nationality.

(e.g.:green=Ireland)(e.g.:green=Ireland)

Colour is also important in selecting Colour is also important in selecting clothing.clothing.

Eye contactEye contact (Oculesics) (Oculesics) Non-verbal messages conveyed by Non-verbal messages conveyed by

eye contact are: attentiveness, eye contact are: attentiveness, respect, truthfulness, self-confidencerespect, truthfulness, self-confidence

Messages conveyed by avoiding eye Messages conveyed by avoiding eye contact are:insecurity, disrespect, contact are:insecurity, disrespect,

inattentiveness, dishonesty, shyness inattentiveness, dishonesty, shyness and lack of self-confidence.and lack of self-confidence.

Duration of eye contact Duration of eye contact

Facial expressionsFacial 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

ParalanguageParalanguage ( how sg. is said) ( how sg. is said) -volume-volume -rate-rate -accent-accent PosturePosture:: 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. SilenceSilence is interpreted very differently around the world.is interpreted very differently around the world. Low –contextLow –context cultures (U.S.) are very uncomfortable with cultures (U.S.) are very uncomfortable with

silence. silence. High-contextHigh-context cultures (Japan) are very comfortable with it. cultures (Japan) are very comfortable with it.

Smell Smell (Olfactics)(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 touchSpace and touch (Proxemics and Haptics) (Proxemics and Haptics) Touch is one of the earliest forms of nonverbal Touch is one of the earliest forms of nonverbal

communication we learn.communication we learn. Personal space differs significantly from one culture to Personal space differs significantly from one culture to

another.another. Nonverbal leakageNonverbal 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 Appearance6. Dress and Appearance Fabric:Fabric: -Pure, natural fibres (silk, cotton, -Pure, natural fibres (silk, cotton, linen, wool)- associated with higherlinen, wool)- associated with higher statusstatus -Synthetic fibres (polyester)--Synthetic fibres (polyester)- associated with the lower middle associated with the lower middle classclass -Fabrics inappropriate for business wear:-Fabrics inappropriate for business wear: leather, suede, velvet,satinleather, 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 coloursmen: should wear suits of good quality in solid dark colours ties and white long-sleeved shirtsties and white long-sleeved shirts black laced shoes rather than loafersblack 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 qualityjewelry 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 AttireBusiness 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 workencouraged slacking off in work productivityproductivity brought flirtatious behaviour,brought flirtatious behaviour, never worked in fin. institutionsnever worked in fin. institutions Dressing for Travel Dressing for Travel

Dressing for Social EventsDressing for Social Events Good advice: Dress modestly for international Good advice: Dress modestly for international

social events.social events. White tie (black tailcoat, starched white shirtfront, White tie (black tailcoat, starched white shirtfront,

white vest, black patent shoes, long ball gown white vest, black patent shoes, long ball gown with appropriate jewelry, long white gloves )with appropriate jewelry, long white gloves )

Black tie (black dinner jacket, black tie, plain shirt Black tie (black dinner jacket, black tie, plain shirt or with a pleated front, full-length gown from a or with a pleated front, full-length gown from a dressy fabric such as satin or velvet)dressy fabric such as satin or velvet)

Informal (dark business suit, white shirt, subdude Informal (dark business suit, white shirt, subdude tie, short cocktail dress)tie, short cocktail dress)

Casual wear varies widely. Casual wear varies widely.

Cultural Customs in DressCultural Customs in Dress Respect the customs of other cultures including their dress Respect the customs of other cultures including their dress

customs.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 In Asian countries it is better to wear traditional business

clothing.clothing. Types of attire that should not be wornTypes of attire that should not be worn in Asian countries:in Asian countries: shorts, tank tops, bright coloursshorts, 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 7. Cultural Attitudes and BehavioursBehaviours

• Attitudes towards the familyAttitudes towards the family The meaning and importance of the The meaning and importance of the

familyfamily Strong family ties, sense of security Strong family ties, sense of security

(Latin America, North Africa, Middle (Latin America, North Africa, Middle East, Asia)East, Asia)

Family unit is more important than work.Family unit is more important than work. United States- individualistic cultureUnited States- individualistic culture

People do not feel commited to staying People do not feel commited to staying near their relatives,near their relatives,

value independence and self-reliance, value independence and self-reliance, move from place to place, face new move from place to place, face new carreer challenges.carreer challenges.

The meaning of the word „family”:The meaning of the word „family”: US: nuclear familyUS: nuclear family Mexico: extended familyMexico: extended family Arab culture: broader definition of familyArab culture: broader definition of family Other definitions of family include a Other definitions of family include a

community or entire culture. community or entire culture.

Family systemsFamily systems MonogamyMonogamy Serial monogamySerial monogamy Polygyny (followers of Islam)Polygyny (followers of Islam) Polyandry (Polynesian nations)Polyandry (Polynesian nations) Patriarchal familiesPatriarchal families Matriarchal familiesMatriarchal families

Cultural variations in the age at which Cultural variations in the age at which people date, marry, number of children, people date, marry, number of children, the extent to which women work to the extent to which women work to contribute to the household, living contribute to the household, living arrangements for the elderly.arrangements for the elderly.

Various family configurations:Various family configurations: traditional, single-parent, married couples traditional, single-parent, married couples

without children.without children. India: arranged marriages, large families, India: arranged marriages, large families,

several generations in the same house. several generations in the same house.

Asian countries: families are very important, small, Asian countries: families are very important, small, women work outside the home, monogamous women work outside the home, monogamous marriages, low divorce rate, great respect for the marriages, low divorce rate, great respect for the elderlyelderly

Attitudes towards religionAttitudes towards religion US: separation of church and state,US: separation of church and state, religion is highly personal, several denominations religion is highly personal, several denominations

are practiced.are practiced. majority: Christiansmajority: 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 dayprayers five times a day Asia, Pacific Rim: religion is way of life. Asia, Pacific Rim: religion is way of life.

China: Confucianism, Taoism, BuddhismChina: Confucianism, Taoism, Buddhism

Attitudes towards educationAttitudes 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, US: designed to accomodate students with disabilities, accessible to all who wish an education.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 The educational system is decentralized, there is no national

ministry of education.ministry of education.

Public elementary and secondary schoolsPublic elementary and secondary schools Private schoolsPrivate schools Less formality between teachers and Less formality between teachers and

students,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 Plagiarism and cheating may result in

expulsion from the university.expulsion from the university. Classroom interactionClassroom interaction Making friendsMaking friends

Work attitudes and behavioursWork attitudes and behaviours

Work attitudes- how people view Work attitudes- how people view culture- are culturally diverse.culture- are culturally diverse.

„ „Live to work” cultures value and Live to work” cultures value and reward hard work.reward hard work.

„ „Work to live „ cultures are more Work to live „ cultures are more relaxed enjoying long holidays. relaxed enjoying long holidays.

Countries with the largest number of Countries with the largest number of working hours:China 47.9 hoursworking hours:China 47.9 hours

South Korea 46.2South Korea 46.2 New Zealand 44.9New Zealand 44.9 Mexico 43.3Mexico 43.3 US 42.6US 42.6 Japan 42.2Japan 42.2 UK 39.6UK 39.6 Germany 38.7Germany 38.7

Attitudes toward equality, status and Attitudes toward equality, status and social classsocial class

StatusStatus and and social classsocial class are of little are of little importance for most Americans, importance for most Americans, equalityequality is very important. is very important.

People have equal value, no one is People have equal value, no one is inherently superior to others.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 peoplereligious people

administratorsadministrators

skilled craftsmen/farmersskilled craftsmen/farmers

unskilled labourersunskilled labourers

untouchables.untouchables.

Interaction between different castes is Interaction between different castes is limited. Each caste has its own rights, limited. Each caste has its own rights, duties and status.duties and status.

Americans maintain that their country is Americans maintain that their country is one large middle class.one large middle class.

But subtle distinctions exist:But subtle distinctions exist: upper-middle classupper-middle class mid-middle classmid-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 Asians and Middle Easterners have great

respect for age.respect for age.

Cultural Variations in Public Cultural Variations in Public BehaviourBehaviour

Behaviour in public is influenced by Behaviour in public is influenced by culture.culture.

SmokingSmoking

Voice volumeVoice volume

Spitting Spitting