Ch08+全球商务礼仪

Chapter8:

GlobalEtiquette1Definitions

Etiquette礼节

includesmannersandbehaviorconsideredsociallyacceptablebypeopleoftheculture.

Protocol

外交礼节referstocustomsandregulationshavingtodowithdiplomaticetiquetteandcourtesiesexpectedininternationalnegotiation.2Althoughtheworldseemstobeshrinkinginsomeways,thenecessityofrespectingandobservingtheetiquetteofanothercountryisasimportantasever.Youneedtoknowenoughaboutthecorrectbehaviorofaparticularcountrysothatyoudonotunintentionallyoffenditscustoms.3Ascompaniesrestructureanddownsize,competitionwillbecomefiercer.Gettingorkeepingajoborbeingpromotedwilldependnotonlyonhowwellqualifiedyouarebutalsoonhowappropriatelyyoubehaveandhowmuchyoulookandactthepartforaparticularposition.4TopicsIntroductionsBusinessCardExchangePositionandStatusElectronicCommunicationEtiquetteDiningPracticesTippingGiftGivingTravelEtiquette5IntroductionsIntheU.S.firstnamesareusedalmostimmediately;Titles(Mr.Jones)areusedinfrequently.InGermany,usetitles;inItaly,addresspersonswithacollegedegreeas“Doctor.”InBritain,peoplewhohavebeenknightedareaddressedas"Sir"withthefirstnameonly(SirGeorge).WhenintroducingtheChinese,thesurnamecomesfirstandthegivennamelast.(ChingLoChangwouldbeaddressedasMr.Ching.)6InLatinAmericancountries,peopleoftenaddtheirmother‘smaiden娘家姓nametotheirsurnamesoyouwouldusethenexttothelastnamewhenintroducingthem.(EvelynRodriguesCastillowouldbeSeñoritaRodrigues).Introductionsareaccompaniedbyahandshake,anembrace,orabowdependingupontheculture.7BusinessCardsInJapan,presentabusinesscardwithbothhands;inArabiccountries,usetherighthandonly.Treatthebusinesscardwithrespect;placethecardbeforeyouonthedeskorconferencetabletoproperlyrefertotitle,rank,andname.Printatranslationofallidentifyinginformationonthebackofthecardinthelanguageofthecountryyouwillvisit.8BusinessCardsIncludeyournameandfulltitle.TitlescarrygreatersignificanceinotherculturesthanintheU.S.Includeyourcompany’saddressandtelephonenumbers;includeforeignheadquarters,asappropriate.Includeyourfaxnumberande-mailaddress.Avoidcoloredtypeandpaper.Choosewhitewithblackinkforbothsides.Ifindoubt,beconservative.9PositionandStatusIntheU.S.limitedrespectisshownforrankandauthority;U.S.isnotconsideredanationofclasses,butclassesexist.Distinctionsaremadebyhowmuchmoneyyouhaveandwherethemoneycamefrom;(Drugdealersmayhavealotofmoney,butnostyleorclass);distinctionsaremadebywhetherthemoneyisinheritedvs.earnedmoney.10Statusisassociatedwitheducationallevelandaperson'soccupation.SurveysshowthatmedicaldoctorsandcollegeprofessorshavehighstatusintheU.S.Indiahasacaste（世袭）systemdeterminedatbirth.Interactionbetweencastesislimited.Genderisrelatedtopositionandstatus.WomenareconsideredasequaltomenintheU.S.Inothercultures(theMiddleEast),womenarenotconsideredequal.

11AgeandhierarchyareimportantinsuchcountriesasChina.Agetakesprecedence居先overrank,butrankisimportant.Thehighertherankofthepersonyouareintroducedto,theloweryoubow.Thepersonoflowerrankbowsfirstandlowest;juniorpersonsstopbowingfirst.Youarealsoexpectedtositandtogothroughthedoorinrankorder.12ElectronicCommunicationEtiquetteWhencommunicatingbytelephone,theinitialimpressionisformedmoreonvocal声音qualitythanonwordsspoken.Goodtelephonemannersincludeansweringthephonepromptly,identifyingyourselfproperly,andbeingcourteous有礼貌atalltimes.Whenleavingavoicemailmessage,bebriefbutcomplete.Whenusinge-mail,avoidnegativeorpersonalinformation.13Netiquette(NetworkEtiquette)Propernetiquette网络礼节avoidsthefollowing:Shouting-typingthemessageinallcapitallettersDissing-speakingillofsomeoneFlaming-sendingvicious（恶意的）,insultingmessagesSpamming（垃圾邮件）-massmailingsofcommercialadvertisementsormaterialcross-postedtonumerousnewsgroups14FAXTransmissions发送Callaheadtoconfirmfaxnumberandtoalertthepersonthatyouaresendingamessage;messageshouldfollowwithin15minutes.Avoidfaxingcertaindocuments:Lengthydocumentsofmorethan10-12pagesPersonal/confidentialinformationNegativenewsAvoidusingthefaxwhenimpressions

areimportant,suchasresumesandproposals.15Goodtablemannersarealwaysasignofbreeding（教养）andeducation.Tablemannersrevealmuchaboutaperson;thosewhoareinsecure,disorganized,greedy,insensitive,orillateasewillrevealthesequalitiesintheirdiningbehavior.16DiningPracticesIntheU.S.,themainmealisintheevening;inMexico,themainmealisfrom2to4p.m.IntheU.S.,saladsareservedfirst;inItalyandFrance,saladsareservedafterthemaincourse.IntheU.S.,informalmealshave2or3courses.InLatinAmericancountries,eveninformalmealsusuallyhavenumerouscourses.17UnusualU.S.DiningPracticesServingaglassoficewaterinrestaurantsOfferingcoffeeatthebeginningofamealGivingpeopleachoiceofregularordecaffeinated无咖啡因的coffee‘Designating指明sectionsinrestaurantsassmoking/nonsmokingHavingbreakfastbusinessmeetings18EatingStylesU.S.eatingstyleiscalled“zigzag”:Cuttingmeatwiththeknifeheldintherighthandandforkintheleft,thenplacingtheknifeontheplate,shiftingforktotherighthand,andeating.Continental(European)style:Placingtheforkinthelefthandandtheknifeintheright,thenusingtheknifetopushfoodontothebackoftheforkandmovingthefoodintothemouth,withforktines齿down.19Asiansusechopsticks,especiallyforeatingrice,butmayuseaspoonforsomefoods.Tahitian（塔希提人）foodiseatenwiththefingers;intheMiddleEasteatwithyourfingersifthehostdoes,butusetherighthandonly.20InBo’livia玻利维亚（南美洲西部）youareexpectedtocleanyourplate,butnotintheU.S.Wheneatingsomethingstrangelookinginanotherculture,neveraskwhatitis;cutitinsmallpiecesandswallowquickly;pretenditlookslikechicken.21AwealthyAmericancouplewastouringAsiaaccompaniedbytheirpetpoodle（狮子狗）.Theydinedoneeveningatanicelookingrestaurant,whererestaurantemployeescouldspeaknoEnglish.Sincethetouristscouldnotspeakthelocallanguage,theyorderedfromthemenubypointingtocertainitems;theyalsotriedtoorderfoodfortheirpoodle.22

Afterseveralattemptsusingatypeofsignlanguage,thewaiterseemedtounderstand.Hepointedtothedog,thenpointedtothekitchen.Thecouple,thinkingthismeantthatthedogcouldeatinthekitchenbutnotinthediningroom,noddedtheiragreement.Afteralengthywait,thewaiterproudlyenteredandliftedthelidofonetheservingplatters大浅盘todisplayawell-cookedpoodle.

23TippingPeoplecommunicatenonverballybytheirtippingpractices.Thosewhoarebasicallystingy（吝啬）andthosewhoarebasicallygenerouswillrevealthesetraits（特点）bytheirtippingbehavior.“Insulttipping”(leavingafewcoins)showsalackofbreedingandisinappropriateregardlessofhowpoortheservicewas.Althoughatipof15%ofthebillusedtobeconsideredgenerousinfinerestaurants,20%isnowclosertothenormwhentheserviceisexcellent.24TravelingintheU.S.involvesnumeroustippingsituationsincludingcabdriversandservicepersonnelwhomaycarryyourluggage.Tippinginanontippingculturecanoffendthepeopleofthatculture.InJapan,tippingisfrownedupon;theJapaneseconsidercarryingyourluggageagestureofhospitality.Inmanyplaces(Europe)aservicechargeisaddedtoyourrestaurant/hotelbill;youneednotleaveanadditionaltip.25GiftGivingEachcountryhasitsseasonsandoccasionsforgivinggifts.Giftgivinginsomeculturesisanartandisanintegral（主要）partofbuildinginterculturalprofessional/socialrelationships.U.S.businessgiftsaremodestinprice;therulebecauseoftaxregulationsistolimitthepriceto$25.GiftsintheU.S.areopenedinfrontofthegiver,admired,andthanksareexpressedorallyandinwriting.26GiftGivinginJapanGiftgivingisveryimportant;theygivegiftstocustomersasappreciationforbusiness.TheyrewardemployeesattwomajortimesJuly15andDecemberwithlargebonuses.Wrappingofthegiftandpresentationareimportant.Thecolorofwrapping(nobows)shouldbeconsistentwiththeoccasion:red,gold,andwhiteforhappyevents;blackandpurpleorblackandwhiteforotheroccasions.27GiftGivinginJapanJapanesedonotopenagiftinfrontofthegiver;don’topenyourgiftintheirpresence.Avoidgivingagiftwithsomeoneelsepresent.Don’tsurpriseyourJapanesehost;mentionthegiftaheadoftime.FavoritegiftsfortheJapaneseareimportedliquor,designer-madeproducts(Gucci,Tiffany),alsomusicaltapesandCDs.28ExhibitorsatatradeshowcouldnotunderstandwhyChinesevisitorsdidnotstopbytheirbooth.Workersworegreenhatsandusedthemasgiveaways（免费样品）.TheylaterlearnedthatformanyChinesepersonsgreenhatsareassociatedwithinfidelity不贞;theChineseexpression“Hewearsagreenhat”indicatesthataman’swifehasbeencheatingonhim.Whentheydiscarded丢弃thegreenhatsandgaveoutT-shirtsandcoffeemugsinstead,theyhadplentyofChinesevisitors.29GlobalGift-GivingGuidelinesAvoidgivingaclockasagiftinthePeople’sRepublicofChina;itisconsideredasymbolofbadluck.AvoidgiftsofperfumeorwinetotheFrench;thosearetheirspecialties.Donotgivegiftsofcowhide（牛皮）topeopleinIndia;thecowissacred（神圣的）.30AvoidgiftsofliquororwineinIslamiccultures;alcoholisillegal.AvoidgiftsofahandkerchieforknifeinLatinAmerica.Theknifeisinterpretedasawishtoseverarelationship;thehandkerchiefisassociatedwithtears.31InKoreabusinessgiftsareusuallygivenatthebeginningofformalnegotiations.InGermanybusinessgiftsareseldomexchangedatthebeginningofnegotiationsbutmaybegivenattheirconclusion.InLatinAmericancountries,presentgiftsonlyattheconclusionofnegotiations.32Whendininginaperson’shomeinWesternEurope,presentyourgiftwhenyouarrivesothatitdoesnotappeartobeintendedaspaymentforthemeal.GiftstoGermansshouldnotbewrappedinblack,brown,orwhite.AstripedtieisnotasmartgifttoaBritishman;itmaybeacopyofaBritishregimentotherthanhisown.33InIslamiccountriesavoidadmiringpersonalpossessions;youwillprobablyfindyourselftherecipient接受oftheobjectyouhaveadmired.GoodinternationalU.S.giftchoicesincludeU.S.Indianartorjewelry,videotapesofU.S.movies,U.S.madesportsequipment,orfoodthatisuniquelyU.S.,suchascandyornuts.34TravelEtiquetteApproachinternationaltravelwithapositiveattitudeandasenseofadventure.Dressappropriately;strangerswilljudgeyoufirstonyourappearance.Packconservativebusinessattire（服装）:darksuitsformenandwomen,classicleathershoes,andgoodqualityaccessoriesandluggage.Treatairlinepersonnelcourteously.35Apassengerstandinginlineatanairlineticketcounterlistenedtoapersonyellingattheticketagent.Aftertherudecustomerleft,thepassengercomplimentedtheticketagentonhispatience,attitude,andcalmdemeanor（风度）.Theclerkreplied:“Thankyouforyourkindwords,butdon’tworry;it’sallright.”Thepassengerasked,“Howcanitbeallright?”Theclerkanswered:“It’sallrightbecause,yousee,thatmanisgoingtoCleveland,buthisluggageisgoingtoSingapore”(Dosick,TheBusinessBible).36ProperBehaviorDuringaFlightRefrainfromwearingstrongfragrances（香味）.Respectthepreferencesof