chaney_跨文化商务沟通第08章.ppt

1、Chapter 8Global Etiquette,8-2,2,Topics,Introductions, Greetings, and Handshakes Business Card Exchange Position and Status Electronic Communication Etiquette Dining Practices Tipping Gift Giving Travel Etiquette,Copyright 2014 Pearson Education, Inc.,8-3,3,As companies restructure and downsize, comp

2、etition will become fiercer. Getting or keeping a job or being promoted will depend not only on how well qualified you are but also on how appropriately you behave and how much you look and act the part for a particular position.,Copyright 2014 Pearson Education, Inc.,8-4,4,Respecting and observing

3、the etiquette of another country is important. - Learn and practice correct behavior.- Avoid unintentionally offending someone.,Copyright 2014 Pearson Education, Inc.,8-5,5,DefinitionsEtiquette includes manners and behavior considered socially acceptable by people of the culture.Protocol refers to c

4、ustoms and regulations having to do with diplomatic etiquette and courtesies expected in international negotiation.,Copyright 2014 Pearson Education, Inc.,8-6,6,Introductions,In the U.S. first names are used almost immediately; Titles (Mr. Jones) are used infrequently. In Germany, use titles; in Ita

5、ly, address persons with a college degree as “Doctor.” In Britain, people who have been knighted are addressed as Sir with the first name only (Sir George). When introducing the Chinese, the surname comes first and the given name last. (Ching Lo Chang would be addressed as Mr. Ching.),Copyright 2014

6、 Pearson Education, Inc.,8-7,7,In Latin American countries, people often add their mothers maiden name to their surname so you would use the next to the last name when introducing them. (Evelyn Rodrigues Castillo would be addressed Seorita Rodrigues.) Introductions are accompanied by a handshake, an

7、 embrace, or a bow depending upon the culture.,Copyright 2014 Pearson Education, Inc.,8-8,Greetings and Handshakes,U.S. persons are informal in their greetings, often saying “Hi” to complete strangers. U.S. greeting behavior is ritualistic; upon arriving at work, one person says: “Good morning, how

8、are you?” to which the other person responds: “Fine, thank you, and how are you?”,8-9,Greetings and Handshakes,Embracing is inappropriate as a form of greeting in the U.S., but in Latin America people embrace after a handshake. Bowing is the customary form of greeting in Japan.,8-10,Types of Handsha

9、kes,U.S. Firm Asians Gentle, except for Koreans who have a firm handshake British Soft French Light and quick German Firm Hispanics Moderate grasp Middle Easterners - Gentle,8-11,Business Cards,In Japan, present a business card with both hands; in Arabic countries, use the right hand only. - Treat t

10、he business card with respect. - Print a translation of all identifying information on the back of the card in the language of the country you will visit.,8-12,12,Business Cards,Include your name and full title. Titles carry greater significance in other cultures than in the United States. Include y

11、our companys address and telephone numbers; include foreign headquarters, as appropriate. Include your fax number and e-mail address. Avoid colored type and paper. Choose white with black ink for both sides. If in doubt, be conservative.,Copyright 2014 Pearson Education, Inc.,8-13,13,Position and St

12、atus,In the U.S. limited respect is shown for rank and authority; U.S. is not considered a nation of classes, but classes do exist. Distinctions are made by how much money you have and where the money came from. (Drug dealers may have a lot of money but no style or class.) Distinctions are made by w

13、hether the money is inherited vs. earned money.,Copyright 2014 Pearson Education, Inc.,8-14,14,Status is associated with educational level and with a persons occupation. Surveys show that medical doctors and college professors have high status in the U.S. India has a caste system determined at birth

14、. Interaction between castes is limited. Gender is related to position and status. Women are considered as equal to men in the U.S. In other cultures (the Middle East), women are not considered equal.,Copyright 2014 Pearson Education, Inc.,8-15,15,Age and hierarchy are important in such countries as

15、 China. Age takes precedence over rank. The higher the rank of the person you are introduced to, the lower you bow. The person of lower rank bows first and lowest. Junior persons stop bowing first. You are also expected to sit and to go through the door in rank order.,Copyright 2014 Pearson Educatio

16、n, Inc.,8-16,16,Electronic Communication Etiquette,When communicating by telephone, the initial impression is formed more on vocal quality than on words spoken. Good telephone manners include answering the phone promptly, identifying yourself properly, and being courteous at all times. When using vo

17、ice mail, be brief but complete when leaving a message. When using e-mail, avoid negative or personal information.,Copyright 2014 Pearson Education, Inc.,8-17,17,Netiquette (Network Etiquette),Proper netiquette avoids the following: shouting - typing the message in all capital letters dissing - spea

18、king ill of someone flaming - sending vicious, insulting messages spamming - mass mailings of commercial advertisements or material cross-posted to numerous newsgroups,Copyright 2014 Pearson Education, Inc.,8-18,18,E-mail Usage,78.2% of residents (245 million) have Internet access in the United Stat

19、es 36.3% of residents (485 million) have internet access in China,Copyright 2014 Pearson Education, Inc.,8-19,19,FAX Transmissions,Call ahead to confirm the fax number and to alert the person that you are sending a message; the message should follow within 15 minutes. Avoid faxing certain documents:

20、 lengthy documents of more than 10 to 12 pages, personal/confidential information, and negative news. Avoid using the fax when impressions are important, such as rsums and proposals.,Intercultural Business Communication, 6th d. Chaney those who are insecure, disorganized, greedy, insensitive, or ill

21、 at ease will reveal these qualities in their dining behavior.,Copyright 2014 Pearson Education, Inc.,8-21,21,Dining Practices,In the U.S., the main meal is in the evening; in Mexico, the main meal is from 2 to 4 p.m. In the U.S., salads are served first; in Italy and France, salads are served after

22、 the main course. In the U.S., informal meals have two or three courses. In Latin American countries, even informal meals usually have numerous courses.,Copyright 2014 Pearson Education, Inc.,8-22,22,Unusual U.S. Dining Practices,Serving a glass of ice water in restaurants Offering coffee at the beg

23、inning of a meal Giving people a choice of regular or decaffeinated coffee Designating certain sections in restaurants as smoking/nonsmoking Having breakfast business meetings,Copyright 2014 Pearson Education, Inc.,8-23,23,Eating Styles,The U.S. eating style is called “zigzag”: cutting the meat with

24、 the knife held in the right hand and the fork in the left, then placing the knife on the plate, shifting the fork to the right hand, and eating. Continental (European) style: placing the fork in the left hand and the knife in the right, then using the knife to push food onto the back of the fork an

25、d moving the food into the mouth, with fork tines down.,Copyright 2014 Pearson Education, Inc.,8-24,24,Asians use chopsticks, especially for eating rice, but may use a spoon for some foods. Tahitian food is eaten with the fingers; in the Middle East eat with your fingers if the host does, but use th

26、e right hand only.,Copyright 2014 Pearson Education, Inc.,8-25,25,In Bolivia you are expected to clean your plate. In the U.S., you are not expected to clean your plate. When eating something strange looking in another culture, never ask what it is; cut it in small pieces and swallow quickly; preten

27、d it looks like chicken.,Copyright 2014 Pearson Education, Inc.,8-26,26,Tipping,People communicate nonverbally by their tipping practices; those who are basically stingy and those who are basically generous will reveal these traits by their tipping behavior. “Insult tipping” (leaving a few coins) sh

28、ows a lack of breeding and is always inappropriate. Although a tip of 15 percent of the bill used to be considered a generous tip in fine restaurants, 20 percent is now closer to the norm when the service is excellent.,Copyright 2014 Pearson Education, Inc.,8-27,27,Traveling in the U.S. involves num

29、erous tipping situations including cab drivers and service personnel who may carry your luggage. Tipping in a nontipping culture can offend or insult the people of that culture. Tipping in Japan is frowned upon; the Japanese consider carrying your luggage a gesture of hospitality. In many places (Eu

30、rope) a service charge is added to your restaurant/hotel bill; you need not leave an additional tip.,Copyright 2014 Pearson Education, Inc.,8-28,28,Gift Giving,Each country has its seasons and occasions for giving gifts. Gift giving in some cultures is an art and is considered an integral part of bu

31、ilding intercultural professional/social relationships. U.S. business gifts are modest in price; the rule because of tax regulations is to limit the price to $25. Gifts in the U.S. are opened in front of the giver, admired, and thanks are expressed orally and in writing.,Copyright 2014 Pearson Educa

32、tion, Inc.,8-29,29,Gift Giving in Japan,Gift giving is very important; the Japanese give gifts to customers as expressions of appreciation for business. They reward employees on two major times (July 15 and December) with large bonuses. Wrapping of the gift and presentation are important. The color

33、of wrapping (no bows) should be consistent with the occasion: red, gold, and white for happy events; black and purple or black and white for other occasions.,Copyright 2014 Pearson Education, Inc.,8-30,30,Gift Giving in Japan,Japanese do not open a gift in front of the giver; do not open your gift i

34、n their presence. Avoid giving a gift when someone else is present. Do not surprise your Japanese host; mention the gift ahead of time. Favorite gifts for the Japanese are imported liquor, designer-made products (Gucci, Tiffany), also musical tapes and DVDs.,Copyright 2014 Pearson Education, Inc.,8-

35、31,31,Exhibitors at a trade show could not understand why Chinese visitors were not stopping by their booth. Workers were wearing green hats and were using them as giveaways as well. They later learned that for many Chinese persons green hats are associated with infidelity; the Chinese expression “H

36、e wears a green hat” indicates that a mans wife has been cheating on him. When they discarded the green hats and gave out T-shirts and coffee mugs instead, they had plenty of Chinese visitors (Dresser, 2005).,Copyright 2014 Pearson Education, Inc.,8-32,32,Global Gift-Giving Guidelines,Avoid giving a

37、 gift of a clock in the Peoples Republic of China; it is considered a symbol of bad luck. Avoid gifts of perfume or wine to the French; those are their specialties. Do not give gifts of cowhide to people in India; the cow is sacred.,Copyright 2014 Pearson Education, Inc.,8-33,33,Avoid gifts of liquo

38、r or wine in Islamic cultures; alcohol is illegal. Avoid gifts of a handkerchief or knife in Latin America. The knife is interpreted as a wish to sever a relationship; the handkerchief is associated with tears.,Copyright 2014 Pearson Education, Inc.,8-34,34,In Korea business gifts are usually given

39、at the beginning of formal negotiations. In Germany business gifts are seldom exchanged at the beginning of negotiations but may be given at their conclusion. In Latin American countries, present gifts only at the conclusion of negotiations.,Copyright 2014 Pearson Education, Inc.,8-35,35,When dining

40、 in a persons home in Western Europe, present your gift when you arrive so that it does not appear to be intended as payment for the meal. Gifts to Germans should not be wrapped in black, brown, or white. A striped tie is not a smart gift to a British man; it may be a copy of a British regiment othe

41、r than his own.,Copyright 2014 Pearson Education, Inc.,8-36,36,In Islamic countries avoid admiring personal possessions; you will probably find yourself the recipient of the object you have admired. Good international U.S. gift choices include U.S. Indian art or jewelry, videotapes of U.S. movies, U

42、.S. made sports equipment, or food that is uniquely U.S., such as candy or nuts.,Copyright 2014 Pearson Education, Inc.,8-37,37,Travel Etiquette,Approach international travel with a positive attitude and a sense of adventure. Dress appropriately; strangers will judge you first on your appearance. Pa

43、ck conservative business attire: dark suits for men and women, classic leather shoes, and good quality accessories and luggage. Treat airline personnel courteously.,Copyright 2014 Pearson Education, Inc.,8-38,38,A passenger standing in line at an airline ticket counter listened to a person yelling and screaming at the ticket agent. After the mad, rude customer left, the passenger complimented the ticket agent on his patience, attitude, and calm demeanor. The clerk replied: “Thank you for your kind words, but dont worry; its