跨文化交际-商业礼仪及社会习俗课件

Chapter6

Businessetiquette

andsocialcustoms

InterculturalCommunication

Chapter6

Businessetique11.Businessetiquette

1.1Introductioningeneral1.2Someguidelinesforintroduction1.3Theresponsetotheintroduction1.4Face-to-Facegreeting1.5Verbalgreetingsandnon-verbalgreetings1.6Spaceadventures2.Handshakingandexchangebusinesscards2.1Thegoodtimetoshakehands2.2Hand-shakingcodes.2.3Howtoexchangebusinesscards2.4Treatthecardwithrespect2.5TherulesofthecardgameMainPoints1.BusinessetiquetteMa23.Dressing3.1GlobalDressCodes

3.2Keepingitsimple

3.3Dressingforwomen4.Diningetiquette4.1Basicdiningetiquettetips

4.2Diningatsomeone’shome4.3Diningwithchopsticks

5.Socialcustoms

5.1Giftpackagingandreceiving

5.2Whattobringasgifts

3.Dressing36.Humorinbusiness,superstitionsandtaboos6.1Humorinbusiness

6.2Superstitionsunderstood

6.3Superstitionsheldinsomecultures6.4Taboosunderstood

6.Humorinbusiness,supersti4Etiquettereferstomannersandbehaviorconsideredacceptableinsocialandbusinesssituations.

Propersocialbehaviorincludeslearningculturalvariationsinmakingintroductions,exchangingbusinesscards,recognizingpositionandstatus,diningpractices,givinggifts,etc.Etiquettereferstomannersan5Howwillyoustarttheconversation?(1)

OnedaytwoChinesecollegestudentsmeetonthetrain,sittingbythewindow,oppositetoeachother.Justtogetridofthesilenceduringthelongtrip,bothofthemwishtocommunicateandbecomeacquainted.

Howwillyoutwostarttheconversation?Howwillyoustartth6Howwillyoustarttheconversation?(2)

OnedaytwoAmericancollegestudentsmeetonthetrain,sittingbythewindow,oppositetoeachother.Justtogetridofthesilenceduringthelongtrip,bothofthemdesiretocommunicateandbecomeacquainted.

Howwillyoutwostarttheconversation?Howwillyoustartthec7Anintroductionistheformalpresentationofonepersontoanother,inwhichpeoplegettoknoweachotherandestablishrelationshipeachother.Thefirstimpressionisveryimportant.Theproperintroductioncanbeagoodbeginningforthefuturecommunication.Anintroductionistheformal8Beingsensitivetoculturalvariationswhenmakingintroductionswillensurethatyourfirstencounterwithapersonfromanothercountrywillleaveapositiveimpression.Firstimpressionsaremadeonlyoncebutarerememberedforalongtime.Beingsensitivetoculturalva9Theprocedureformakingintroductionsvariesfromculturetoculture.FirstnamesareusedalmostimmediatelybypeoplefromtheUnitedStatesandGreatBritain,butintroductionsaremoreformalinsomeothercultures.

Theprocedureformakingintro10RememberthatinsomeculturessuchastheChinese,thesurnamecomesfirstandgivennamelast.

Rememberthatinsomecultures11Whilemakingintroduction,therearesomerulestoabideby:1)Amanisalwaysintroduced

toawoman.2.1Someguidelinesforintroduction

Whilemakingintroduction,the122)Ayoungpersonisalwaysintroducedtoanolderperson.2)Ayoungpersonisalwaysin133)Alessimportantpersonisalwaysintroducedtoamoreimportantperson.

3)Alessimportantpersonis14However,inbusinessintroductions,thereisonebasicrule:alessimportantpersonisintroducedtoamoreimportantperson,whethermaleorfemale.However,inbusinessintroduct15Donotusefirstnamesinbusinessintroductions,unlessitistheofficecustomerwithabusinessclientuntilrequestedtodoso.Donotusefirstnamesinbusi16Onceyouareintroduced,you’llattractother'sattention.Now,youshouldrespondproperly.Rememberthefollowingtips:1.3TheResponsetotheIntroductionOnceyouareintroduced,you’l171)Standup.Ifyoucannotstandup,youshouldshowyourintentiontodoso,ortryyourbesttostandup.Nomatteryouareladyorgentleman,youshouldfollowthisrule.1)Standup.Ifyoucannotsta182)Approachandlookattheotherpersonwithasmiletoshowrespecttotheotherparty.2)Approachandlookattheo193)Shakehands.Shakinghandsistoshowyourtrustandrespect,andit'salsoawaytosendyourgreetings.3)Shakehands.Shakinghands204)Repeatnames.Greettheotherpartybyrepeatingtheotherparty'sname.4)Repeatnames.Greettheoth215)Saygood-byewhenyoufinishyourconversation.

5)Saygood-byewhenyoufinis22Practice:1)Anintroductionbetweenamanawoman.(theman,RichardSmith,thepresidentofCaliforniaUniversityfromUSA,thewoman,ChenHong,thedirectoroftheEducationalBureau,PRC)Practice:232)Anintroductionbetween

alessimportantpersontoamoreimportantone.(thelessimportant,BillGates,thepresidentofMicrosoft;themoreimportant,ThomJefferson,thepresidentoftheUSA)2)Anintroductionbetween243)Anintroductionbetween

syoungpersontoanolderone.(theyoung,LiCheng,astudentfromSchoolofForeignLanguagesandCultures,DalianNationalitiesUniversity;theolder,ZhangLiang,thedirectorofCulturalExchangeCenter)3)Anintroductionbetween251.4Face-to-FaceGreetingsEachculturehasitsownformofacceptablegreetingbehavior,usuallybasedonthelevelofformalityfoundwithinthesociety.Therulesofsocialdistanceetiquettevarybyculture.1.4Face-to-FaceGreetingsEac26AfricansarefarlessstructuredintheirgreetingsthanEuropeans.Expectawarmphysicalgreeting,anextendedhandshakeorahandontheshoulderinmostAfricancultures.Africansarefarlessstructur27InArgentina,greetingsareusuallyeffusive(情感横溢的)withplentyofhuggingandkissing.Frenchpeoplekissonbothcheeks.TheChinesewayofgreetingshuns(避开)thephysical.Itisgenerallyanodoraslightbow.

InArgentina,greetingsareus28Don'tinterpretasofthandshakeorlackofeyecontactasasignofweaknessorlackofenthusiasm.ItsimplymeansthatyourChinesecolleagueisnotoverlyusedtophysicalcontactwhengreetingastranger.Don'tinterpretasofthandsha29Informalverbalgreetingsareusuallyusedbetweenclosefriends,forexample,youcansay:“Hello,David.”or“Hi,Mary.”or“Longtimenosee.”or“Whatbringsyouheretoday?”1.5Verbalgreetingsandnon-verbalgreetingsInformalverbalgreetingsare30Formalverbalgreetings

areusuallyusedinthebusinesssituation.Forexample,youcansay:“Goodmorning,Mr.Jones.Howareyou?”or“Goodafternoon,Dr.Ensminger.”or“Goodevening,howwasyourweekend?”

Formalverbalgreetingsareus31Kissingisaverypersonalwayofsayinghello,soyouhavetobecarefulaboutusingitinbusinesssituations.Don'tkisssomeoneyoudon'tknowwell.

Kissingisaverypersonalway32Generallyspeaking,thelongeryouhaveknownapersonandthemoreestablishedyoursocialandbusinessrelationships,themoreappropriateafriendlypeckonthecheekislikelytobeforbothparties.Takeintoconsiderationtheoccasionandthesetting.Kissesexchangedinthecontextofbusinessmeetingsthataresocialinnature,suchasbanquetsandconventions,maybeacceptable.

Generallyspeaking,thelonger33Ajuniorpersonkissingaseniorexecutiveappearstobecurryingfavor.

Ajuniorpersonkissingaseni34Aseniorexecutive

kissingajuniorpersoncansuggestthatyou'retakingadvantageofyourhigherpositiontomakeinappropriateadvancestowardasubordinate.Aseniorexecutivekissingaj351.6Spaceadventures

InIslamiccultures,specialcareshouldbetakenwhengreetingamemberoftheoppositesex.Anon-Islamicwomandoingbusinessinsuchaculturecandeterminethemethodofgreeting.1.6SpaceadventuresIn36Formen,therulesaredifferentwhengreetinganIslamicfemale.Rulenumberoneisnevergreetawomanwithakiss.Also,youshouldneverofferyourhandtoawomanfirst.

Formen,therulesarediffere372.HandshakingandexchangebusinesscardsShakinghandsisanexpressionofmutualtrustandrespect,andit'sawaytosendgreetingsinbusinesssituation.Shakinghandspolitelyandproperlyisveryimportant.2.Handshakingandexchangeb38Shakinghandsatdifferenttimewillleavedifferentimpressionuponthepersonyouareaddressing:2.1GoodtimetoshakehandsShakinghandsatdifferenttim391)Whenyouareintroducedtoothersandwhenyousaygoodbyetoothers.1)Whenyouareintroducedto402)Whenthevisitorcomesintoyourroomoroffice.2)Whenthevisitorcomesinto413)Whenyougotomeetyourclient.3)Whenyougotomeetyourcl425)Whenyougotoattendthereceptionsorpartiesandwhenyoutakeleave.5)Whenyougotoattendther432.2Hand-shakingcodesSocialhand-shakingcodesarerelaxedinbusinesssituationswhereitisassumedthatpeoplemeetingforthefirsttimeorafternotseeingoneanotherforawhilewillshakehandsasanaturalpartoftheirgreeting,nomatterwhattheirrankinrelationshiptooneanotherandnomatterwhattheirgender.2.2Hand-shakingcodes44

Whenyouareintroducedtosomeone,eitheroneofyoumayextendyourhandfirst.Yourhand-shakeshouldberelaxedbutfirm(neverlimp),andyoushouldlookattheotherpersonintheeyes,smile,andsay“Iamverypleasedtomeetyou."orgiveothercordialgreetings.Whenyouareintroducedto45Donotholdontotheotherperson'shandorpumphisorherarm.Ifsomeoneyouaremeetingseemstobackoff,donotforceahandshake.Ifhedoesnotrespondtoyouroffertoshakehands,simplydropyourhandbacktoyourside,smile,andsay"Hello.”Donotholdontotheotherpe46ThehandshakingsthatchangedChinaThehandshakingsthatchanged47MaoZedong&KimKonsenIn1950fortheKoreanWarMaoZedong&RichardNixonin1972forthediplomaticrelationI’llberighttherewhenyouneedanyhelp.Weshouldbefriendsfortheworld.MaoZedong&KimKonsenMaoZed48MaoZedong&DengXiaopingin1974forthesakeofChinaDengXiaoping&MargaretHildaThatcherin1984forHongKongYouhavetodosomethingforChina.I’llhaveHongKangbackin1997.MaoZedong&DengXiaopingin49Yourbusinesscardisanextensionofyourbusinessroleinyourcompany.Ifpresentingtoamultitudeofforeigncontactsatonce,giveyourcardtotheleaderofthedelegationfirst.InmostAsiancultures,presentingacardwithtwohandsconveysrespectandanappreciationoftheimportanceoftheritual.Itisbesttoholdthecardbythetwouppercornerswhenmakingthepresentation.2.3Howtoexchangebusinesscards

Yourbusinesscardisanexten50Likewise,youshouldreceiveabusinesscardwithbothhands.Onceyouhaveitinhand,taketimetoreadit—notmerelyaglancebutadeliberatestudy.Oftenthisisanidealtimetorepeattheperson'sname,whichwillhelpyouconnectthefacetothename.Likewise,youshouldreceivea512.4

Treatthecardwithrespect

InJapanandinmanyotherAsianculturesitisinsultingtoputthecarddirectlyinyourpocket,walletorcardcasewithoutgivingitsufficientstudytime.2.4Treatthecardwithrespec52InJapanitisbesttolaythecardinfrontofyouonthetable,especiallyduringthefirstmeeting.Thisisasignofgreatrespect.OneexceptiontothisruleisinKorea,whereitisconsideredoddbehaviortostareatthecardorvenerate(崇敬)itbyplacingitonthetable.ThereitisOKtohaveaglanceandplaceitinyourpocketforlaterreference.InJapanitisbesttolaythe53Whileyoumaywriteonyourowncard,itisconsideredrudeanddisrespectfultowriteonsomeoneelse’s.Treatthecardwithrespect.Ideally,carryasmallpocketcardholderorcase.Whileyoumaywriteonyourow54IntheIslamicworldthelefthandisconsideredunclean.Eveninmanynon-IslamicareasofAfricaandAsia,thetraditionhasevolvedofusingtherighthandinpreferenceovertheleft.Sowhilepresentingorreceivingabusinesscard,usetherighthand.IntheIslamicworldtheleft55

InEuropeandNorthAmerica,businesscardsarefarlessformalizedandareusedmerelytokeeptrackofwho'swhoduringahecticmeetingschedule.InEuropeandNorthAmerica,56It'snotonlypolitetohaveyourcardtranslatedintothelocallanguageitisnowconsideredamust.Makeitworkforyou.2)Alwayspresentyourcardwiththeprintedsideupor,inthecaseofbilingualcards,withthelocallanguagesideshowing.3)Waittobeintroducedbeforepresentingyourbusinesscard.4)Presentthecardsoneatatimeintheorderofthehierarchyofthedelegation.5)Haveyournameandbusinesstitleonthecard.Insomeculturesitiscommontoincludeyouracademicdegreesaswell.

2.5Therulesofthecardgame

It'snotonlypolitetohavey576)Don'tinflatejobtitles.Alsomakesuretocheckthe

translation.7)Well-knownortrademarkedacronyms(suchasIBM)

neednotbetranslatednordowordsincludedin

logos.8)Takeplentyofcards.Itcanbehighlyembarrassing

torunoutofthemandinsomeculturesitwouldbe

aninsult.9)Manyexecutivescarrytwosetsofcards.Onesetis

usedpurelyforintroductionsandhasnodirect

contactinformation.Theotherisusedformore

seriousencountersandincludesdetailedcontact

information.10)Alwaystreatyourcolleagues'cardswithrespect.6)Don'tinflatejobtitles.A583.DressingWiththeinternationalizationofbusiness,theroomtobeinventiveinbusinessdressinghasdiminished.Whileinternationalbusinesstravelersarenotyetwearingthesame"uniform",therehasbeenacleartendencytowardamoreinternationalstandardofdressingforbothmenandwomen.3.DressingWiththeint593.1GlobalDressCodes

Peoplecommunicatethroughwhattheywear,theirhairstyle,andthepolishoftheirshoesandeventhelookoftheirfingernails.3.1GlobalDressCodesPeop60Anexpensivewatchisusuallynoticedandisconsideredasubtlesymbolofsuccessandprosperityinjustabouteveryculturedoinginternationalbusiness.Anexpensivewatchisusually613.2Keepingitsimple

Awell-fitteddarksuit—usuallyblue,gray,orblack—isappropriateforalmostallformalbusinesssituationsandmostsocialoccasions.3.2KeepingitsimpleAwe62Evenatmorecasualsocialaffairs,beingdressedsmartlypaysdividends.Theruleofthumb(经验之谈):whenindoubt,overdressfortheoccasion.Evenatmorecasualsocialaff63Alight-coloreddressshirt—thebestcoloriswhite--andatiearestandard.Thoughmostsuchculturesarenotfanaticalaboutit,long-sleeveshirtsarepreferred.ShortsleevesareOKforafterworkcasualmeetings.Alight-coloreddressshirt—th643.3Dressingforwomen

Forwomen,skirtsanddressesaremorethenormthanpantsinmosteverypartoftheworld3.3DressingforwomenForwom65Forwomen,powerdressingmayinfactmakeithardertobreakdownthestereotypeofbusinesswomenaspretenderstomalepower.Forwomen,powerdressingmay664.DiningetiquetterulesWhenitcomestodiningcustoms,somebasicdingetiquettetipsareworkableinmostcountries.Thewayyoubehaveatamealwillhaveanimpactontheimpressionbusinesscolleaguesinfrontofyou.4.DiningetiquetterulesWh67

4.1Basicdiningetiquettetips

Thefollowinglistofbasicdiningetiquettetipsisvalidforallcultures.Thelistisamixofaccepteduniversalcustomandcommonsense.4.1Basicdiningetiquettetip68Placeyournapkinonyourlaponlyaftereveryonehasbeenseated.Neverbegineatinguntileveryonehasbeenserved,unlessinvitedtodosobythehosts.ForearmsareOKonthetablebutelbowsarenot.Keepthesameflatwarethroughoutameal.Itisacceptabletowipethemoffwithapieceofbread.Donotpointorgesticulatewithyourknife(oranyotherimplementforthatmatter)whileengagedinconversationattable.Itisconsideredtheheightofrudenessandbadbreeding.Placeyournapkinonyourlap69Ifyouarenotsuretoeatsomething,leaveitorwatchtoseehowotherseatitandimitatethem.Yourservingstaffisresponsibleforreplacingtableitemsthathavefallenonthefloor.Simplyaskforareplacement.Whenitcomestoformaltoasts,followtheleadofthehosts.InmanyAsianculturesonlycounterpartsofequalstaturemaytoasteachother.Alwaystasteyourfoodbeforeaddinganyseasonings.Itisrudetoseasonwithouttastingandmayactuallyreflectnegativelyonyourcharacterbyimplyingthatyouarepronetomakinghastydecisionsbeforecheckingoutthefacts.Ifyouarenotsuretoeatsom704.2Diningatsomeone’shome

Sometimes,peopleareinvitedbytheirfriendstohavedinnerattheirhome.Sokeepthefollowinginmindbeforeyougoforyourdinner.4.2Diningatsomeone’shome71Ifyouarrivebeforemostguestsandareseated,risewhenintroducedtoguests—bothmaleandfemale—forthefirsttime.2)Inmostculturesitisrudetoarriveempty-handed.Althoughlavishgiftsareusuallynotexpected,flowersforthehostessarethebestbet.3)Eatwhatisonyourplateandpraisethehost/hostess.Inmostculturesleavingfooduneatenisrudeandconsideredapoorreflectiononthehost.Ifyouarrivebeforemostgues724)Ifatahomewhereservantsorhiredstaffareservingthemeal,youshouldbecourteous,butdon'tbeoverlyfriendlytoorengagethehouseservantsinconversation.Notonlywillyourhostfeeluncomfortablebutsowillthehiredhelp.4)Ifatahomewhereservants735)Whenindoubt,followthemannersyourowncultureprescribes—andlookconfidentdoingit.6)InmostAsianculturesitisappropriatetoleaveone'sshoesatthedoor.Followtheleadofyourhostbutneverinsistonkeepingshoeson.Besureyouwearacleanpairofsockswithoutholes.5)Whenindoubt,followthem744.3Diningwithchopsticks

Asiandiningissubjecttothesamerulesofcommonsenseasanywhereelseintheworld,butthereareafewbasicdo'sanddon'tswhenitcomestohandlingchopsticks.4.3Diningwithchopsticks75Itisconsideredrudetowaveyourchopsticksaroundasyoudecidewhichdishtosamplenext.

2)Neverstickyourchopsticksintofoodsuchasriceandletthemstandupright.Itisreminiscentofincensesticksatafuneral.3)Itisbadmannerstousechopstickslikeaforktospearyourfoodwiththetips.4)Avoidpullingordraggingdishestowardyouwithyourchopsticks.Pickupthedishesinyourhandinstead.

Itisconsideredrudetowave766)NotallAsianculturesusechopsticks(e.g.,Thailand,Philippines)andaskingfortheminsuchsituationswouldbeconsideredaninsult.5)Whenthemealisfinishedreplaceyourchopsticksonthechopstickrestjustasyoufoundthemwhenthemealbegan.

6)NotallAsianculturesuse777)IfyouarefromtheWest,yourhostsmayfindyourabilitytousechopsticksfascinatingandtheymaycommentuponit.Thisbitofquaintnesscanseempatronizing(要领情),butitshouldbetakenasacomplimentregardingyourculturalacumen(聪明).7)IfyouarefromtheWest,y785.1Giftpackagingandreceiving

Packagingisanissuealso.ElaboratewrappingisconsideredveryimportantinJapan,lesssointheUnitedStatesandCanada,andevenlessinGreatBritain.5.1Giftpackagingandreceivi79Nicelypackagedfooditems,fruit,andmeatarewelcomegiftsalso.Personalitemsaretaboo;giftsshouldbeneutral.Nicelypackagedfooditems,fr80WithnewpackaginglawsinGermany,forexample,wrappingsmaycompletelydisappear.Thenewlawrequiresstorestotakebackanypackagingthatisconsideredsuperfluous(多余的).Germany,whichalreadyrestrictstheamountofhouseholdgarbage,iscontemplatingcharginggarbagecollectionfeesbythepoundofgarbage.Giventhissituation,