跨文化商務(wù)溝通英文版教學(xué)課件第8章

1、Chapter 8Global EtiquetteChapter 8Global Etiquette*TopicsIntroductions, Greetings, and Handshakes Business Card ExchangePosition and StatusElectronic Communication EtiquetteDining Practices TippingGift GivingTravel Etiquette*TopicsIntroductions, Greeting*As companies restructure and downsize, compet

2、ition 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.*As companies restructure and *Respecting and observing the etiquette of

3、another country is important. - Learn and practice correct behavior.- Avoid unintentionally offending someone.*Respecting and observing the *DefinitionsEtiquette includes manners and behavior considered socially acceptable by people of the culture.Protocol refers to customs and regulations having to

4、 do with diplomatic etiquette and courtesies expected in international negotiation.*DefinitionsEtiquette incl*IntroductionsIn the U.S. first names are used almost immediately; Titles (Mr. Jones) are used infrequently. In Germany, use titles; in Italy, address persons with a college degree as “Doctor

5、.” 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.)*IntroductionsIn the U.S. firs*In Latin American countries, people

6、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 embrace, or a bow depending upon the culture.*In Latin American cou

7、ntries, Greetings and HandshakesU.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 are you?” to which the other person responds: “Fine, thank you, and how are you?”Gre

8、etings and HandshakesU.S. pGreetings and HandshakesEmbracing 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.Greetings and HandshakesEmbracTypes of HandshakesU.S. FirmAsians Gentle, except for

9、 Koreans who have a firm handshakeBritish SoftFrench Light and quickGerman FirmHispanics Moderate graspMiddle Easterners - GentleTypes of HandshakesU.S. FirmBusiness CardsIn Japan, present a business card with both hands; in Arabic countries, use the right hand only. - Treat the business card with r

10、espect. - Print a translation of all identifying information on the back of the card in the language of the country you will visit.Business CardsIn Japan, presen*Business CardsInclude your name and full title. Titles carry greater significance in other cultures than in the United States.Include your

11、 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.*Business CardsInclude your na*Position and StatusIn the U.S. limite

12、d 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 whether the money is inhe

13、rited vs. earned money.*Position and StatusIn the U.S*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. Interaction between castes is limited.G

14、ender 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.*Status is associated with edu*Electronic Communication EtiquetteWhen communicating by telephone, the initial impression is formed more on voc

15、al quality than on words spoken.Good telephone manners include answering the phone promptly, identifying yourself properly, and being courteous at all times.When using voice mail, be brief but complete when leaving a message.When using e-mail, avoid negative or personal information.*Electronic Commu

16、nication Et*Netiquette (Network Etiquette)Proper netiquette avoids the following:shouting - typing the message in all capital lettersdissing - speaking ill of someoneflaming - sending vicious, insulting messagesspamming - mass mailings of commercial advertisements or material cross-posted to numerou

17、s newsgroups*Netiquette (Network Etiquett*FAX TransmissionsCall 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: lengthy documents of more than 10 to 12 pages, personal/confidential inf

18、ormation, and negative news.Avoid using the fax when impressions are important, such as rsums and proposals.*FAX TransmissionsCall ahead t*Good table manners are always a sign of breeding and education. Table manners reveal much about a person; those who are insecure, disorganized, greedy, insensiti

19、ve, or ill at ease will reveal these qualities in their dining behavior.*Good table manners are always*Dining PracticesIn 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 the main

20、 course.In the U.S., informal meals have two or three courses. In Latin American countries, even informal meals usually have numerous courses.*Dining PracticesIn the U.S., *Unusual U.S. Dining PracticesServing a glass of ice water in restaurantsOffering coffee at the beginning of a mealGiving people

21、 a choice of regular or decaffeinated coffeeDesignating certain sections in restaurants as smoking/nonsmokingHaving breakfast business meetings*Unusual U.S. Dining Practice*Eating StylesThe U.S. eating style is called “zigzag”: cutting the meat with the knife held in the right hand and the fork in t

22、he 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 and moving the food into the mouth, with fork tines do

23、wn.*Eating StylesThe U.S. eating *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 the right hand only.*Asians use chopsticks, especi*In Bolivia you are ex

24、pected 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; pretend it looks like chicken.*In Bolivia you are expected t*TippingPeople communicate nonverb

25、ally 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) shows a lack of breeding and is always inappropriate.Although a tip of 15 percent of the bill used to be cons

26、idered a generous tip in fine restaurants, 20 percent is now closer to the norm when the service is excellent.*TippingPeople communicate non*Traveling in the U.S. involves numerous tipping situations including cab drivers and service personnel who may carry your luggage. Tipping in a nontipping cult

27、ure 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 (Europe) a service charge is added to your restaurant/hotel bill; you need not leave an additional tip.*Traveling in the U.S. inv

28、olve*Gift GivingEach country has its seasons and occasions for giving gifts. Gift giving in some cultures is an art and is considered an integral part of building intercultural professional/social relationships.U.S. business gifts are modest in price; the rule because of tax regulations is to limit

29、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.*Gift GivingEach country has i*Gift Giving in JapanGift giving is very important; the Japanese give gifts to customers as expressions of appreciation for business. They rewar

30、d employees on two major times (July 15 and December) with large bonuses.Wrapping of the gift and presentation are important. The color 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.*Gift G

31、iving in JapanGift giv*Gift Giving in JapanJapanese do not open a gift in front of the giver; do not open your gift in 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 liqu

32、or, designer-made products (Gucci, Tiffany), also musical tapes and DVDs.*Gift Giving in JapanJapanese*Global Gift-Giving GuidelinesAvoid giving a 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 spe

33、cialties.Do not give gifts of cowhide to people in India; the cow is sacred.*Global Gift-Giving Guideline*Avoid gifts of liquor 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 han

34、dkerchief is associated with tears.*Avoid gifts of liquor or wine*In Korea business gifts are usually given 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, presen

35、t gifts only at the conclusion of negotiations.*In Korea business gifts are u*When dining 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 stripe

36、d tie is not a smart gift to a British man; it may be a copy of a British regiment other than his own.*When dining in a persons hom*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 choi

37、ces include U.S. Indian art or jewelry, videotapes of U.S. movies, U.S. made sports equipment, or food that is uniquely U.S., such as candy or nuts.*In Islamic countries avoid ad*Travel EtiquetteApproach international travel with a positive attitude and a sense of adventure.Dress appropriately; stra

38、ngers will judge you first on your appearance.Pack conservative business attire: dark suits for men and women, classic leather shoes, and good quality accessories and luggage.Treat airline personnel courteously.*Travel EtiquetteApproach inte*A passenger standing in line at an airline ticket counter

39、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 all right.” The passenger asked, “How can it be all right?” The clerk answered: “Its all right because, you see, th