Staff Etiquette & Professional Image

International Business Etiquette

Lesson 6
Content

● Understanding International Etiquette

● Importance of Business Etiquette
● Adapt to other Business Cultures
● International Negotiations
● Challenges in International Negotiations
● Japanese Business Etiquette
● German Business Etiquette
● Chinese Business Etiquette
● Arabic Business Etiquette
● Russian Business Etiquette
● Korean Business Etiquette
● Italian Business Etiquette
● Spanish Business Etiquette
● French Business Etiquette
Brainstorming!
• What is Etiquette?
Etiquette in Business

Business etiquette is a set of manners which is required and accepted in a profession. It is

upheld and enforced by all members of an organization. Violation of etiquette might
result in disapproval, reprimand, or even punishment.
Understanding International Etiquette

International Etiquette - the Webster dictionary defines Etiquette as "the forms, manners,
and ceremonies established by convention as acceptable or required in social relations, in a
profession, or in official life" - etiquette really is about respect, good manners and good
behavior.

It is not just each of these things, but it is ALL these things rolled into one. It is also about
leadership, taking the time to put others at comfort and thinking before you act.

Of course, what is considered good etiquette in one country could be considered extremely
bad manners in another country.
You know the old saying 'when in Rome, do as the Romans do'? Well to some degree
that applies here.
The Importance of Understanding International Etiquette in
Business

The Importance of Business Etiquette While adhering to proper etiquette is always

considered polite in social situations, when it comes to business transactions, displaying
proper etiquette is vital, as a single mistake or impropriety can cost you money and destroy
potential new business relationships.

Knowing the proper business etiquette for the country of your potential client or
partner is the key to success of your business transaction.

By following respected and time-honored business etiquette traditions, you will effectively
demonstrate your own intellect and class, proving to your foreign business partners that you
are worthy and deserving of their attention, respect and business.
The Importance of Understanding International Etiquette in
Business

Etiquette is heavily influenced by culture; each country and nation has their own set of rules
for polite behavior.

When dealing with an international clientele, or when conducting business in a foreign

country, it’s best to be aware of local etiquette guidelines.
The Importance of Understanding International Etiquette in
Business
The Importance of Understanding International Etiquette in
Business

Who should make the effort to learn and adapt to the culture of the other party?
There are three possible answers:
a. The traveler,
b. The one who has more negotiating power, or introducing a relatively new
concept,
c. the manager that who has more cultural intelligence.

The first answer is well reflected in the British saying When in Rome do as the Romans do.
It is the most logical behavior and what applies in most international business environments,
but also it is necessary to know that there are cultures, such as Latin culture, which are
much more flexible than others, perhaps because they come from a mix of cultures. On the
opposite of the spectrum, the culture that is less able to adapt is the Islamic culture as it is
with a high religious component and does not allow a flexible way to behave.
The Importance of Understanding International Etiquette in
Business

A second possibility is to use negotiation power to decide who should adapt to the other´s
business etiquette. Normally there is always a party —for example, the seller in an
international sales negotiation— who is in a position of inferiority and therefore has to use
certain techniques of negotiation to convince the other party when negotiating with people
of different cultures.

Example: When a Western company receives buyers from high context cultures, they
should make the effort to adapt the visitor´s country etiquette: greet them at the door of the
building when it comes to senior Chinese executives; give the visitors a gift if they are
Japanese; or not drinking alcohol during business meals with Islamic managers.
The Importance of Understanding International Etiquette in
Business

A third criterion to decide is who should adapt to the other business culture is the
preparation and experience of international businesspeople.

There are executives who have travelled a lot and even have lived in different countries —
the so-called expatriates— and therefore have a greater understanding of other cultures
and the ability to adapt to social customs and practices of different countries.
Japanese Business Etiquette
Japanese Business Etiquette

Japanese Business Meeting Etiquette, requires one to avoid using abrasive language,
refrain from being confrontational and from openly disagreeing your Japanese colleagues.

The Japanese value trustworthy business partners who represent themselves as humble
and compromising. Also, be prepared to answer direct questions such as “How much
money do you make?” or “How old are you?”.
Japanese Business Etiquette

Tips to Remember:

• Bring colleagues to business meetings who can help answer the many questions your
Japanese associates will ask.
• Do not be surprised if your Japanese colleagues go silent and close their eyes. This is a
sign they are thinking critically.
German Business Etiquette
German Business Etiquette

German Business Culture and Etiquette is marked by organization, planning and

perfectionism. Business relations are very formal, and they reflect the German values
of order, privacy and punctuality. A strict vertical hierarchy is established and
respected, and the decision-making process is held at the top of the company.

Business is taken seriously and German values such as fairness, loyalty, punctuality,
professionalism, and reliability should be reciprocated. In general, German business
mentality means that negotiations are fair, and agreements are rarely changed or disrupted
at the last minute.

Keep in mind that German business etiquette is strict and distinct from that of the United
States and of other European countries. Until you are personally invited to use a
colleague’s first name, address him or her by surname and title. Punctuality is
paramount in a German business meeting so at all costs, avoid being late.
The German Way
German Business Etiquette

• Shake hands before and after a business meeting.

• Be sure to give a firm, brief handshake to everyone in the room.
• Be prepared for a large amount of written communication.
• Avoid planning meetings during the vacation months of July and August, or during
holidays, particularly Easter and the week after Christmas.
• Most business meetings are conducted over lunch.
• If invited to a meeting at a private residence, a small gift of flowers, chocolate, or non-
German liquor is appropriate.
• Formally write up decisions and meeting notes and share them with your German
colleagues.
German Business Etiquette

• Always knock before entering a room and allow those in higher positions to enter first.
• When a man and woman are of equal status, the man will enter first.
• Also, wait to sit until being instructed. The most senior-ranking individual will most often
direct you.
Chinese Business Etiquette
Chinese Business Etiquette

Introduce and address your Chinese colleagues by title and last name, never by first
name then exchange business cards at the beginning of the meeting during the
introductions.

Include gold embossing on your card because it represents wealth, status, and prestige in
Chinese cultures. Upon receiving your colleagues’ business cards, read them attentively
before putting them away carefully and respectfully. Putting a business card directly into
your pocket without reading it is highly insulting to Chinese businesspeople.

The way you treat the business cards indicates the degree to which you value your
relationship with them. Also, during introductions, avoid overly strong handshakes because
they are considered offensive and inappropriate for business meetings. Following
introductions, start with small talk before moving on to more serious business matters.
Chinese Business Etiquette

When Traveling to: China:

• Avoid bright colors and or ornate designs which are considered flashy and inappropriate.
• Speak slowly and pause between your sentences when speaking during a business meeting.
• Remember business interactions are viewed as a process of building a long-term
relationship.
• Expect to engage in social activities with prospective business partners so they get to know
you better and feel more comfortable with you.
• Ensure a well-articulated message as this is key to being persuasive to your Chinese
colleagues.
• While brevity is generally frowned upon, use care in choosing your gestures and expressions .
Chinese Business Etiquette

• Avoid direct eye contact.

• Do not offer gifts, as these are considered forms of bribery.
• Do not physically touch your Chinese colleagues.
• When possible, offer "I'll look into that," rather than the closed option of "No."
Arabic Business Etiquette
Arabic Business Etiquette

Arab Business Meeting Etiquette requires that at the start of a meeting, rather than saying
"hello" or "good morning," greet your Arab partner with the traditional Islamic greeting
"Assalamu Alaikum," which translates to "May peace be upon you and may God's blessings
be with you."

Create an agenda and stay focused, this will demonstrate not only that your organization
and business savvy, but also your knowledge of and respect for Arabic business etiquette.

When choosing a restaurant, respect Islamic dietary restrictions. Your Islamic

associates will not eat pork, and some may not eat fish or fowl, so be sure there is an
abundance of vegetarian options.
Arabic Business Etiquette

Things to Remember:

• Respecting Values is a Must

• Consistency (Rather than Change)
• Loyalty
• Predictability (Rather than Risk)
• Respect Authority
• Avoid serving foods that are forbidden by Islamic custom.
• Refrain from smoking cigarettes, drinking alcohol and consuming caffeine during
meetings.
• Be ready to sit on the floor when dining in many Middle Eastern settings, but feel
free to shift position from time to time. Always observe and follow those around you in
terms of how you sit and position yourself.
Arabic Business Etiquette

• Avoid using your left hand to retrieve food from the central dish as the left hand is
considered unclean in Muslim societies. It is a norm for Arabs to not allow their left hands
to touch any food, but if, as a foreigner, you find it difficult to tear your bread with one
hand, you can use both hands and your incompetence should be overlooked.
• Avoid handing objects or business cards to Arabs using your left hand for the same
reason cited above.
• In some Arab countries including the Gulf, it is customary for men and women to
dine separately. An invitation to dinner does not necessarily include an extension of that
invitation to a spouse or significant other.
• Do not bring up business as a conversation topic, unless your host does, and try to stay
away from religion and politics (especially that of Israel) as topics such as these can
easily cause offence.
Russian Business Etiquette
Russian Business Etiquette

Business Meeting Etiquette for Russians values patience and appreciates the opportunity to
debate and digest negotiations.

You should make appointments well in advance and arrive punctually and keep in
mind that they may be cancelled at short notice.

In Russia’s polychronic culture the man is more important than time and deadlines are
flexible

Russians expect all to always engage in a long period of socialization before beginning to
discuss business. It is imperative that one familiarizes oneself with Russia’s long and rich
cultural history, steeped in literature, ballet, painting and classical music.
Russian Business Etiquette

Russian colleagues do not like being pressured into making decisions, as this is
considered rude and unprofessional. While your Russian associates may not be on time
for meetings, they expect that foreign counterparts will be punctual, if not early.

Never expect an apology from a tardy Russian colleague as they consider their behavior a
test of your patience.

If discussing technical issues during your meeting, bring an expert along with you.
Russians expect a thorough presentation and want to fully understand the topic
before making any decision.
Russian Business Etiquette

Things to Remember:

• Avoid showing the soles of shoes as this is considered highly disrespectful.

• Expect your Russian colleagues to display emotion by becoming angry, storming
out of meetings, or threatening to terminate your business to gain the upper hand
in negotiations.
• Shake hands firmly and maintain eye contact while doing so.
• Wear dark, conservative business suits. Women should wear knee length skirts rather
than a pants-suit.
Korean Business Etiquette
Korean Business Etiquette

Korean businesspeople are good negotiators so be patient and gentle, but firm. Also
ensure you are as dignified as possible and don't push too hard. Expect a 'price war' but
don't give in easily, as Koreans are persistent and admire this quality in others.

When Attending a Korean Business Meeting Instead of directly saying “no”, show your
disagreement by inhaling through closed teeth, tipping back your head , and saying
“maybe”. Present your business card with both hands, and, as with Chinese or Japanese
associates, be sure to attentively read your Korean colleague’s card before putting it away.

When speaking to your Korean associates. be sure to pause frequently to allow for
questions and deliberations. Similarly, send proposals and meeting agendas prior to the
meeting to allow your Korean colleagues some time to review them
Korean Business Etiquette

Respect for age and status are very important in Korean culture, with hierarchy
affecting all aspects of social interactions.

Everyone has a role in society as a result of hierarchy - therefore it is vital to respect it.
Koreans are most comfortable interacting with someone they consider their equal.
Korean Business Etiquette

Things to Remember:

• Respecting Values is an Honored Must in Korea

• Certainty and Structure
• Collectivity and Teamwork
• Conformity
• Loyalty
• Obedience and Respect for Authority
Italian Business Etiquette
Italian Business Etiquette

When doing business in Italy having cross cultural skills should improve the
potential of your business trip. In order to prepare yourself and to ensure that your
business proposal is well tailored to the target audience, leading to a successful meeting
with your Italian counterpart, you should demonstrate and understand Italian culture and
etiquette.

Courtesy is a quality that is very much appreciated in Italy, so ensure your conduct is
always polished. There are specific etiquettes and protocols for individual social and
business situations however, you should remember that Italian codes of behaviour are less
important than consideration.
Italian Business Etiquette

Punctuality is not a priority for Italians. Be patient and be prepared for some delay when
you start working with a new Italian partner. In particular, do not take a small delay as a sign
of lack of respect.

As a rule, work plans are often not taken too strictly, so that some flexibility can be
built into a deadline. Where a deadline must be firmly met, be sure to make it very clear to
your Italian partner.

Italians tend to ”multitask”, since they like to do many things at once, shifting their
priorities as new demands arise but being unruffled by interruptions. Therefore, one might
experience differing reaction times from your Italian contact as he/she is probably following
several other projects at once.
Italian Business Etiquette

In Italian business culture, gift giving is not particularly common; only after a tried and
trusted familiar relationship has been established, might it appear natural to give a small
and not obviously expensive gift as a sign of friendship.

Dress and presentation plays an important role in Italian culture. Fashionable style is
considered a sign of wealthy social status and success. Milan being one of the World's
four main centers of fashion and Italian design and craftsmanship is valued, respected and
coveted the world over thus anything that is ‘made in Italy’ has a tremendous cachet and
respect. Example: Prada, Marni, Max Mara, Armani, Dolce and Gabbana. Missoni and
Gucci are just some high fashion Italian brands.
Italian Business Etiquette

Things to Remember:

• Expect your Italian colleagues to be descriptive, talkative and demonstrative.

• Italians value personal relationships, so third-party introductions are helpful.
• Wear a few elegant accessories, as this display of wealth translates to power in the
business arena.
Spanish Business Etiquette
Spanish Business Etiquette

Spanish people are very conscious of personal presentation and will perceive your
appearance as an indication of your professional achievement and relative social standing.
Thus, it is important to dress in a manner that demonstrates professionalism, style
and a serious approach to business.

Appointments for any business meeting are mandatory and should be made well in advance
and always reconfirm the meeting a few days prior to the set date and time.

Spanish associates or clients may not be on time for a meeting but will expect you to be
punctual.

Once a business meeting is scheduled, do not be surprised if your Spanish

associates arrive 15 minutes late. As always, you should arrive on time despite your
colleagues’ expected tardiness. During meetings, expect Spanish colleagues to stray from
the agenda, as agendas are considered just springboards for discussions.
Spanish Business Etiquette

Expect the Spanish to deliberate after a meeting rather than making a decision in your
presence during the meeting

Communicate face-to-face whenever possible.

Establish an oral agreement before drawing up a formal contract. Wear conservative

business suits with a few accessories to indicate status and wealth, and to increase
credibility.
Spanish Business Etiquette

Things to Remember:

• Do: Learn Some Local Lingo.

• Do: Expect Quiet During Rest.
• Do: Expect to Eat Late.
• Do: Greet People Properly.
• Don't: Ignore Regional Differences.
• Don't: Expect Punctuality.
• Don't: Wear Beachwear When Not at the Beach.
French Business Etiquette
French Business Etiquette

France is a hub for culture and style, and the French are very conscientious of their
appearance. When conducting business, wear a well-tailored suit or dress. Patterned
fabrics and dark colors are typical and be sure to avoid bright colors. Men should not loosen
their tie or take off their suit jacket in the office.

Businessmen and women in French-speaking countries value formality and respect

in a business relationship. Also, exaggeration is interpreted as naïve, boasting, and even
rude. Do not be afraid to debate with your French colleagues.

Business partners who make logical arguments and have well rounded views are valued by
the French. While there is no set formality for the exchange of business cards, it most
often occurs after initial introductions. Finally, precision and detail should be used when
drawing up all types of business documents.
French Business Etiquette

Things to Remember:

• Address others using Monsieur or Madame.

• Introduce yourself using your first and last name.
• Use a brisk, light handshake.
• Learn French gestures.
• Wear quality business attire, even if it's Friday.
• Have one side of your business card in French.
• Keep your hands on the table at lunch.
Case Study 1

Office Etiquette Everywhere

Office Etiquette is the set of the informal rules which have to be followed by every employee who works
at an office and wants to reach to the success in his work.

Office etiquette does not differ from the original general rules and principles of etiquette but still has its
own original forms and aspects depending on the country.

The starting point of the appropriate behavior at an office is characterized with the constant attention to
the duties and respect to all the co-workers.
An employee must not spend too much time chatting in Facebook, especially when
there is a special meeting, conversation with the client and other employee as such activity
steals attention and shows disrespect towards the client.

Then, one must not talk over the telephone at work and gossip about other people,
because if the boss, co-workers or clients see a chattering employee, that will not treat him
seriously and will probably try to apply to another clerk.
Q&A Session