跨文化商务交际商务礼仪及社会习俗

1、第11章 商务礼仪及社会习俗,Chapter 11 Business Etiquette and Social Customs,Introductions and Greetings介绍及问候,1.1 Making Introductions见面介绍 The procedure for making introductions varies from culture to culture. First names are used almost immediately by people from American and Great Britain. Introductions are mo

2、re formal in some other cultures. Titles are used when introducing people in Germany and Italy; they often indicate the persons profession or educational level.,Introductions and Greetings介绍及问候,1.1 Making Introductions见面介绍 Rules to Abide by: A man is always introduced to a woman. A young person is a

3、lways introduced to an older person. A less important person is always introduced to a more important person whether male or female.,1. Introductions and Greetings 介绍及问候,Once you are introduced, you will attract others attention. Now, you should respond properly. Remember the following tips: Stand u

4、p. If you cannot stand up, you should show your intention to do so, or try your best to stand up. No matter you are a lady or a gentleman, you should follow this rule.,1. Introductions and Greetings 介绍及问候,Smile. Approaching and looking at the other person with smile shows respect to the other party.

5、,1. Introductions and Greetings 介绍及问候,Shake hands. Shaking hands is to show your trust and respect, and its also a way to send your greetings.,1. Introductions and Greetings 介绍及问候,Repeat names. Greet the other party by repeating the other partys name.,1. Introductions and Greetings 介绍及问候,Say farewel

6、l. Say goodbye when you finish your conversation.,1. Introductions and Greetings 介绍及问候,1. Introductions and Greetings 介绍及问候,When you meet an American for the first time, you should remember that most Americans do not like using “Mrs.,” “Mrs.” or “Miss.” They find these terms too formal. People of al

7、l ages prefer to use first names instead of titles and last names. For example, one may say, “How do you do? My name is Wilson, James Wilson. Call me James.” “Glad to meet you. Im Miller. But call me Paul.” Sometimes a lady you meet for the first time may say, “Dont call me Mrs. Smith, just call me

8、Sally.” So when your American friends do not use your last names or titles, that doesnt mean any lack of respect. Using first names shows friendliness.,Case Study: 初,在中国，作自我介绍是通常要完整的说出自己的姓和名，而在日本，通常是说出自己的姓。但在正式场合就要连名带姓的说完整，在交换名片是也是如此。：初、私（）陈（）。願（）。：、私田中。願。 A：初次见面，我姓陈。请多关照。 B：哪里哪里，我是田中，也请您多关照。 “初”也可以

9、写作“始”。,1.2 Making Greetings招呼问候,We exchange greetings with people every day. Proper greetings can make you appear polite and sociable in intercultural business communication. However, the ritual of social etiquette vary by culture.,1.2 Making Greetings招呼问候,Africans, are far less structured in their

10、greeting than Europeans. Expect a warm physical greeting, and extended handshake or a hand on the shoulder in most African cultures. Also expect to be asked how your trip was and how your family is doing. The tradition of long greetings stems from the time when Africans once walked miles to visit ne

11、ighboring villages on social calls. The arrival and a gushing greeting was considered the least a villager could do for a traveler. Dont be impatient with such a long drawn-out exchange and dont hurry things along. Rather, get into the spirit and appreciate that the person you came to see is prepare

12、d to take the time to sincerely inquire about your welfare.,2. Handshaking and Exchanging Business Cards握手与交换名片,2.1 Handshaking Shaking hands is an expression of mutual trust and respect, and it is a way to send greetings in business situations. Shaking hands politely is very important. In business,

13、 we should know when to shake hands. It would be embarrassing if you dont know the proper time to shake hands.,The Handshaking Ritual in Germany,The German culture uses the handshake more frequently than does almost any other culture. In fact, this form of touch is the acceptable and expected form o

14、f touch in virtually every situation, whether meeting a stranger or greeting a family member. Not following the custom is viewed negatively. Plus, its rude to shake someones hand with your other hand in your pocket. Its considered disrespectful.,Case Study:,Ulrike Schumacher, was a German student in

15、 England. She had a very good experience and improved her English tremendously. The host family welcomed her and was rather generous. In many ways she was part of the family. However, she thought it strange that throughout her stay she never once shook hands with the family, neither at the beginning

16、 or at the end of her stay. She adapted. When she returned to Germany, her family members were gathered and eager to hear about her experiences. As Ulrike entered the living room where everyone was congregated, she said, “Guten Abend, schn wieder daheim zu sein”(Good evening, nice to be back home ag

17、ain) and nodded to the group. Afterward her parents criticized Ulrike for being distant and uppity in not going around the room and shaking everyones hand.,The Handshake,Case Study:,While doing business in Islamic countries, physical contact between the sexes is limited, so if you are introduced to

18、a woman as a male, it is advisable to wait and see if a hand is extended. If it is not, then do not try to shake hands. A verbal greeting will suffice. Never greet an Islamic female with a kiss. Avoid touching and prolonged eye contact with women.,Case Study:,When doing business in the Middle East,

19、handshakes are always used and can last a long time. Islamic etiquette recommends that one waits for the other to withdraw their hand first before doing the same. Always use the right hand. Do not be surprised if your hand is held while you are led somewhere. Holding hands among men is common and do

20、es not carry the same connotations as it does in the West.,2. Handshaking and Exchanging Business Cards握手与交换名片,2.2 Exchanging Business Cards Your business card is a reflection of your business role in your company. If presenting it to several foreign contacts at once, give your card to the highest-r

21、anking individual or the head of them first. This is a sign of respect. Avoid embarrassing the lower-ranking members of the delegation who may even refuse your card if the head has not yet received one.,2.2 Exchanging Business Cards,Today, its more than a necessity to have your card translated into

22、the local language of the country you are visiting. Bilingual cards are the norm, with one side printed in your home language and the other side in the foreign language in which you are dealing. If you are using a one-sided card, always hand your card to a colleague with the printed face up. If it i

23、s a bilingual card, be sure that the side using the local language is face up. Never fling a card across the table or onto a desk. Its the height of bad manners. Asians consider it an extraordinary rude gesture.,2.2 Exchanging Business Cards,In most Asian cultures, presenting a card with two hands c

24、onvey respect and an appreciation of the importance of the ritual. It is best to hold the card by the two upper corners when making the presentation. Likewise, you should receive a business card with both hands. Once you have it in hand, take time to read it- not merely a glance but a deliberate stu

25、dy. Often this is an ideal time to repeat the persons name, which will help you connect the face to the name.,2.2 Exchanging Business Cards,Wait to be introduced before presenting your business card. Content: include your name and business title. In some cultures like India, it is common to include

26、your academic degrees as well. Dont inflate job titles on your business card. Make sure to check the translation of your business card. Take plenty of cards. It can be highly embarrassing to run out of them and in some cultures it would be an insult. Always treat your colleagues cards with respect.,

27、2.2 Exchanging Business Cards,2.2.1 Business Card Etiquette in Japan Make sure your business card includes your title. The Japanese place emphasis on status and hierarchy. Business cards are always received with two hands but can be given with only one. In Japan and in many other Asian cultures it i

28、s insulting to put the card directly in your pocket, wallet or card case without giving it sufficient study time. In Japan, it is best to lay the card in front of you on the table, especially during the first meeting. This is a sign of respect. While you may write on your own card, it is considered

29、rude and disrespectful to write on someone elses. Treat the card with respect. Ideally, carry a small pocket cardholder or case.,2.2 Exchanging Business Cards,2.2.2 Business Card Etiquette in North America and the UK In north America and in Britain business card etiquette is quite loose. Although ca

30、rds should be kept clean and presentable, it is not uncommon for businessman to carry cards loose in their pockets or to make notes on the cards back or other blank surfaces. Little if any ceremony is attached to card exchanges.,2.2 Exchanging Business Cards,2.2.3 Business Card Etiquette in Korea Wh

31、en you receive a business card in Korea, nod your head as a gesture of respect and thank the person for the opportunity to meet with him. Unlike in other Asian countries, it is appropriate to put the card away immediately. Looking at the card too long is regarded as ignorant and impolite. In Korea,

32、it is considered odd behavior to stare at the card or venerate it by placing it on the table. Its OK to have a glance and place it in your pocket for later reference.,2.2 Exchanging Business Cards,2.2.4 Business Card Etiquette in the Islamic World In the Islamic world, the left hand is considered un

33、clean. So while presenting or receiving a business card, use the right hand.,3. Dressing and Dining着装与进餐,3.1 Dressing Rules衣着打扮 People communicate through what they wear, their hairstyle, and the polish of their shoes and even the look of their fingernails. Clothes may not make the man or the woman,

34、 but the reality is that how you look goes a long way toward leaving a great first impression.,3.1 Dressing Rules衣着打扮,In the western world, there is an old saying that holds very true in business: “What you see is what you get.” How you dress tells your host, interviewer, or potential business partn

35、er a great deal about your personality, the attitude you take toward your job, the care you take with others, and how important you think this meeting is.,3.1 Dressing Rules衣着打扮,Although in most cultures, the wealthy tend to be show-offs when it comes to clothes and jewelry, dont try to match them c

36、arat for carat or fur for fur. Visitors are better off exhibiting a good taste. There is one exception to this rule: An expensive watch is usually noticed and is considered a subtle symbol of success and prosperity in just about every culture doing international business.,3.1 Dressing Rules衣着打扮,A we

37、ll-fitted dark suit, usually blue, gray, or black, is appropriate for almost all formal business situations and most social occasions, including evenings out at restaurants or the theater. Even at more casual social affairs, being dressed smartly pays dividends. The rule of thumb: When in doubt, ove

38、rdress for the occasion.,3.1 Dressing Rules衣着打扮,Women are supposed to dress themselves formally in business, as they are still in a mostly male-dominated world. Skirts and dresses are more the norm than pants in almost every part of the world. For women, power dressing, as Americans like to call it,

39、 wont gain any points at the negotiating table in most places. It may in fact make it harder to break down the stereotype of business women as pretenders to male power.,Case study: Dressing Style of Women in Arab Countries,In Arab countries, even the less fundamentalist ones, women are expected to d

40、ress modestly. Miniskirts, sleeveless blouses, sleeveless dresses, tight skirts, and tight dresses are not considered appropriate. A woman who wants to do business in the Middle East must be aware of the basic rules and make sure that she does not undermine her credibility and authority, not to ment

41、ion insult her business partner. Offensive dress easily can lead to embarrassment and loss of status; therefore, she may want to cover her head with a scarf or hat.,Case Study:,A university official in Malaysia invited a visiting professor from Sweden and her teenage daughter to a formal lunch. The

42、arrangement was for the daughter to meet the host, the hosts wife, and her mother at the restaurant. The daughter arrived wearing a modest but sleeveless dress. The host was extremely gracious, ushered his guests to seats, sat with the group until everyone had ordered, arranged for the payment, and

43、then departed and sat elsewhere. Even though his wife was there, he couldnt eat lunch in the company of an undressed woman. Eating with the guests in these circumstances not only would have embarrassed him but also would have undermined his professional standing and authority.,美国花旗银行女员工因长相迷人遭解雇,据英国每

44、日邮报2010年6月3日消息，美国花旗银行一女员工日前控告花旗银行以“太迷人”为由炒其鱿鱼。 该女子名为罗伦萨那，已经是一位33岁的年轻母亲。她遭到花旗银行纽约分行的解雇，而对方的理由是她长得“太迷人”，由于办公室内大多数都是男性员工，她的着装让他们无法专心工作。 她控告说，老板告诉她“由于她身材太好，有些衣服对她的男同事而言太让人分心，让上司无法接受。”她说，她的老板曾经给过她一份“合理的穿着清单”，上面列出了她禁穿的一些服装，包括铅笔裙，紧身衣 和圆领衫。罗伦萨那对此非常不满，她认为自己 有权利选择自己喜好的衣服。 据悉，仲裁人会对此控诉作出裁决。,Case Study,Case Stud

45、y:,Tom Sides is flying to Tokyo for a business meeting. He will meet a potential joint-venture partner for the first time. The flight from Chicago is about 13 hours, long and exhausting. Tom has packed several suits, shirts, and ties in his luggage. But for the long flight he wants to be comfortable

46、, and so he wears jeans and a sweatshirt and tennis shoes. He knows that someone from the Japanese firm will meet him at Narita airport, but surely that person will understand the need to relax on a long flight. Kyuofumi Katsuki, who meets him, does not comment on Toms dress, but Tom is beginning to

47、 wonder whether he had done the right thing when he sees Katsuki wearing formal business attire even though it is the weekend. Tom is getting a sense that his casual dress may have eroded his authority and credibility as a business partner.,Case Analysis:,When traveling, businesspeople from America

48、tend to emphasize comfort and practical clothes. Their Japanese partners may, however, wonder how to read someone who is so set on personal comfort that business etiquette is put second. The formality of dress is also crucial in China. Not to dress appropriately, which is to say conservatively, is e

49、asily interpreted as lack of interest in and disrespect for the person with whom you are meeting and your own authority.,A group of professors from the United States attending a four-week seminar in Taipei were moaning about the heat and the lack of air-conditioning. The seminar leader, a Chinese wo

50、man professor, at first didnt say anything; she simply assumed that everyone agreed on what appropriate dress was for the seminar lectures and company visits. When some of the professors started showing up in shorts and T-shirts, she asked them to dress up, meaning suit, shirt, and tie. The American

51、s immediately tried to negotiate down the expected level of formality. As a Chinese women she felt very uncomfortable telling the mostly male group what to do, but finally she had to be direct. The group was to visit Chiang Kai-sheks tomb, and there would be no compromise. She ordered suit, dress sh

52、irt, and tie, and the Americans finally gave in.,Case Study,3.2 Dining Rules进餐礼仪,Basic Dining Etiquette Tips: Place your napkin on your lap only after everyone has been seated. Be discreet; do not open the napkin with a mid-air snap or flourish but rather open it below table level and place it on yo

53、ur lap. If you must leave in mid-course, place your napkin on the chair or to the left of your plate. Never place it on your plate. When the meal is concluded, place the finished napkin to the right of your plate.,3.2 Dining Rules进餐礼仪, Never begin eating until everyone has been served, unless invite

54、d to do so by the hosts. Forearms are OK on the table but elbows are not. In some cultures, particularly in Asia, it is considered rude to put your hands beneath table level. It is common in Europe, Asia, and Africa for diners to keep the same flatware throughout a meal.,3.2 Dining Rules进餐礼仪,Do not

55、point or gesticulate with your knife (or any other implement for that matter) while engaged in conversation at table. It is considered the height of rudeness and bad breeding. If you are not sure how to eat something, leave it or watch to see how others eat it and imitate them. Your serving staff is

56、 responsible for replacing table items that have fallen on the floor. Simply ask for a replacement.,3.2 Dining Rules进餐礼仪,When it comes to formal toasts, follow the lead of the hosts. In many Asian cultures only counterparts of equal stature may toast each other. Always taste your food before adding

57、any seasonings, including salt. It is rude to season without tasting and this may actually reflect negatively on your character by implying that you are prone to make hasty decisions before checking out the facts.,3.2 Dining Rules进餐礼仪, In Europe and Africa, the salad is served after the main course.

58、 In America it is served at the start of a meal. In most European and Middle Eastern Cultures, coffee will be served after desert and, in the case of Europe, after the cheese course which concludes the meal. In America, cheese is often served as an hors doeuvre.,3.3 Dining at Someones Home 作客家庭宴会,If

59、 you arrive before most guests and are seated, rise when introduced to guests - both male and female for the first time. In most cultures it is rude to arrive empty-handed. Although lavish gifts are usually not expected, flowers for the hostess are the best bet.,3.3 Dining at Someones Home 作客家庭宴会,Eat what is on your plate and praise the host/hostess. In most cultures leaving food uneaten is rude and considered a poor reflection on the host. In most Asian cultures it is appropriate to leave ones shoes at the door. Follow the lead of your host but n