INTERNATIONAL BUSINESS ETIQUETTE

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INTERNATIONAL BUSINESS ETIQUETTE

• By Leigh Wintz, CAE
• Executive Director
• Soroptimist International of the Americas
• Thursday, July 17, 2008

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Learner Objectives

• Acknowledge that different cultures have
  different expectations about how to conduct
  business
• Be aware of resources available to assist with
  international business etiquette

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CULTURE GENERAL PRINCIPLES

• Culture is communication, and communication is
  culture.
• Culture is not one thing, but many.
• There is a principle of relativity in culture.
  There is no experience independent of culture
  against which culture can be measured.

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Definition of Culture
Invisible
Assumptions
Values
Beliefs
Behavior
Visible
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What is culture?

• Communication
• Words
• Material things
• Behavior
• Silent language
• Non-verbal 80-90
• Cross-cultural
• Release right response

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Dos and Taboos

• Waving is a serious insult in Greece and in
  Nigeria.
• A wave goodbye can mean no in Europe, but come
  here in Peru.
• OK sign in Brazil is like raising your middle
  finger in US.
• Crossing your fingers (good luck) is offensive in
  Paraguay.

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Cultural Time Table
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Dos and Taboos

• Punctuality is expected in Switzerland, the
  Netherlands, Japan, China and Belgium but you
  better be at least 15 minutes late in Latin
  America.
• Timing for meeting events
• Marketing meetings (examples of mistakes)
• Registration problems - names

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Definition - Protocol
Art of creating a distraction free environment
that facilitates the complete and open exchange
of information to resolve issues and build
relationships in global business and
international diplomacy. Robert W. Frye,
CMP International Business Protocol
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Protocol Social Customs

• National observances
• Religious observances
• Dietary needs
• Dress codes
• Seating

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Protocol Social Customs

• Gift giving
• Gestures
• Time
• Riding in cars
• Seating for dining

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Tips

• Carry plenty of business cards
• Keep language simple
• Know habits of the country
• Use safe conversation topics
• Understand how to negotiate
• Appreciate the place of women in international
  business
• Learn some simple phrases

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Communication
Who
What
How
Where
Source
Message
Received Decoded
Results/ Outcomes
Transmission
NOISE
Feedback Validation of understanding
Future
Past
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Language to Language

• Translation written
• English is difficult (examples)
• Interpretation spoken
• Interpreters arent 100
• Simultaneous interpretation
• Consecutive interpretation
• Play whisper down the lane with interpreters

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Proxemics American Style
Social Space
Personal Space
Intimate Zone 0-2 ft.
2-4 ft.
4-12 ft.
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Face-to-Face

• Informal contact
• Physical exchange
• Non-verbal cues
• Immediate feedback
• Voice/Tone

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SWISS CHEESE Rule

S short W words I in S short S
sentences
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Simple Verbal Rules

• Speak clearly and slowly
• Avoid idioms
• Avoid confusion
• Organize message
• Ask WHY questions share your way
• Check for mutual understanding

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Non-verbal

• 60 daily communication
• Body language easily misunderstood
• Listen with your eyes as well as your ears
• Hand shake varies with country
• TAKE HANDSHAKE QUIZ

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Written

• Define terms
• Contracts, reports, minutes
• Committee meetings style, importance
• Business meetings social first?

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Quote for the Day
Integrate with the local culture dont fight
it. Ulla Buchner-Howard