国际商务沟通Chapter02-4BusinessEtiquettesCustomsinselectedCountries-澳洲

BUSINESSETIQUETTES

INAUSTRALIAANDNEWZEALAND

Chapter2-41刘志伟-USTBALLRIGHTSRESERVEDChapter022Generalizations3AustraliaandNewZealandareseparatecountries,eachwithitsowndistinctnationalidentitythatincludesparticularcustomsandrulesofetiquette.Confusingtheiridentitiesingeneralconversationisusuallynottoleratedandwillbequicklycorrected.Pointsofetiquettethatapplytobothcountriesincludethefollowing:Whenmeetingfriendsornewpeopleandwhenleavingthecompanyoffriendsorpeoplewhoonehasjustmetitisbecominglesscommontorequirethehandshaketobefirm,thoughmanyarestilloffendedbya‘limp’handshake.Givingsomeonealimphandshakeisreferredtoasgivingsomeonea“deadfish〞andisoftenviewedwithderision,especiallyincountryareas.Aquickclaspingofhandsmaybeokforyoungerpeople.Generalizations4LanguageRequestinga‘fannypack’canbeconsideredobsceneduetotheuseof“fanny〞asaslangtermforfemalegenitalia.“Bumbag〞istheacceptablelocalvariationinsomeareas.Enquiringaboutwhichsportingteam“yourootfor〞willbemetwithamusement.“Root〞isavulgarterminAustraliaforsexualintercourse.Use“gofor〞or“support〞instead.“Barrackfor〞isalsousedbysomeAustralians.Anenquiryaboutaperson’swellbeing(suchas“How’sitgoing?〞or“Howareyougoing?〞)isacommongreeting.Generallytheacceptedresponseis“Nottoobad〞,anditisconsideredpolitetoaskthepersonthesamequestionback.Itisalsoconsideredpolitetogreetanyone,includingstrangers,inthisway.Bragging,orinitiatingdiscussionofone’sownachievements,isusuallyconsideredinpoortaste.Theterm“bringaplate〞issynonymouswith“potluck〞Generalizations5PublicplacesAscarsdriveontheleftsideoftheroadinbothcountries,peoplemovingforwardwillgenerallygototheleftaswell.Whenwalkingonthepavement(usuallycalledthe‘footpath’),oneshouldwalkontheleft,wheneverpossible.Whentravellingonescalatorsormovingwalkways,oneshouldkeeptotherightwhenwalking,orkeeptotheleftwhenstanding.Whenusingpublictransport,itisrudetoboardbeforelettingotherpassengersdisembark.Itispolitetomovefromtheaisletothewindowseatifitisvacant,toallowotherspassengerstositdowneasily.TrainsandbusesinallstatesofAustraliahaveseatssetasideforelderlyanddisabledpeople.Sittingintheseseatsisacceptablebuttheseseatsshouldbeofferedtothepeopletheyaresetasidefor.Spittingonthestreetisfrownedupon.Whengettingoffabus,itisconsideredrudenottothankthedriver.GeneralizationsBarsandrestaurantsWhenoutwithfriends,co-workersorrelatives,itiscustomaryforpeopletotaketurnsbuyingroundsofdrinks.Thisisreferredtoasa‘shout’,e.g.“It’smyshout〞.WhenenteringthebarofaRSLorgolfclub,amanwhodoesnotremovehishatisconsideredrudeandasaresultrebukedbybeingtoldthatheisexpectedto‘shout’(buyaroundofdrinks)forallthosepresent.Itisveryrudetotrytogetsomeone’sattentioninapublicplacebysaying“Oi!〞or“Heyyou!〞especiallyinbars/pubsandrestaurants.Apersonwhotakesthelastitemoffoodfromacommonplate,withoutfirstofferingittotheothersatthetablemaybeseenasgreedyorinconsiderate.AustralianstaffarelesslikelytoprovidefawningserviceastheytendtoholdabeliefthatallpeopleareequalComplaintsinrestaurantsarerarebyAustralians.Mostwillmerelyrefusetorevisitanestablishmentafterbadfoodorservice.Australia7Australia8AustraliadoesbusinesswithcountriessuchasChinaandtheUnitedStatesoften,andthecountry’seconomywasrankedsecondontheUnitedNations2021HumanDevelopmentIndex.IfyouwillbedoingbusinessinAustralia,it’sessentialtoknowthebasicsofthesomewhatrelaxedbusinessetiquettetheresothatyouandyourcorporationwillmakethetypeofimpressionthatresultsinalong-termbusinessrelationship.AustraliaisaboutoneofthetoptenoreleventradepartnersofChina.Thetotaltradein2007wasaboutUSD88.095billionUSdollars,ofwhichabout60.87billionwereChina’simportsfromAustralia.Australia9GreetingsandhonorifictitlesInAustralia,itisproperetiquettetoshakehandsbothatthebeginningandconclusionofabusinessmeeting.Menuseafirmhandshakewhengreetinginprofessionalsituations;anodofacknowledgmentisappropriateinlessformalsettings,oroncethemenarefamiliarwitheachother.Womenshakehandswitheachotherininitialprofessionalmeetings,butmaynodtoingreetingorkissonthecheekinsubsequentmeetings.Menandwomenusuallyshakehandswitheachotherinformalandbusinesssettings.Namesareusuallygivenintheorderoffirstname,familyname.Atleastinitially,useMr./Ms.Plusthefamilyname.Titlesarerarelyused.BeforecallingAustraliansbytheirfirstname,waituntiltheyofferit.Thismayhappenquickly.Australia10BusinessAttireForin-personmeetings,dressismuchlikethatintheUnitedStates.Aconservativedarksuitornavybluetoaninitialmeetingandtieareappropriateformen,Womencanwearskirtbusinesssuits,apantsuitoradresstoaninitialbusinessmeetingandtosubsequentprofessionalappointments.Australia11PunctualityandBusinessMeetingsPunctualityiscritical.Noneedtobeespeciallyearly,butdonotbelate.Despitetheirfamouslaidbackattitudeand“noworries〞culture,Australiansdotaketheirbusinessseriously.Gettingtothemeetinglocationearlyisalsonecessaryifyouwishtoengageinsmalltalk,whichtendstobeveryshort,asAustraliansusuallygetrightthebusinessmatterafterallpartieshavearrived.Thoughstatusisgenerallynotimportant,bringingatopexecutivetotheinitialmeetingunderlinestheimportanceyouareassigningtothenegotiation.Presentationmaterialsshouldbeattractive,withgoodandclearvisuals.Keepyourpresentationsimpleandstraightforward.Whenintroducingyourproductorservice,itmayworktoyouradvantageifyouopenlytalkaboutstrongandweakpoints.ApresentationfullofexcitementandhypewillmakeyourAustralianaudiencesuspiciousandmaybecomeanobjectofridicule.Digressingorgivingexcessivedetailswillnotbewell-receivedbyanAustralianaudience.Australia12CommunicationandrelationshipAustraliansdonotneedlong-standingpersonalrelationshipbeforetheydobusinesswithpeople.Australiansareverydirectinthewaytheycommunicate.Thereisoftenanelementofhumor,oftenself-deprecating,intheirspeech.Aussiesoftenusecolorfullanguagethatwouldbeunthinkableinothercountries.Incommunication,directnessandhonestyarevalued.Australiansarehappytohearotheropinions,ifpresentedrespectfully,andenjoyhealthydebate.Apresentationcanbecomeaconversation,withpointsclarifiedandquestionsansweredalongtheway.Itisnotproperetiquetteforanindividualtocontinuediscussinghisprofessionalrankingoraccomplishments–thisisseenasone-upmanship,andisfrowneduponinAustralia.Businesspresentationsshouldbewellputtogether(i.e.,informationthatcanbeprovenwithfactsandfigures)withsomeroomforgiveandtake,sothatadecisioncanbereachedquickly.Theypreferdirectcommunicationandareverylogicalandmatter-of-factwhenitcomestobusinesstopics.Theysometimesusecolorfullanguage,sodonotfeeloffendedoractshocked.Australia13NegotiationsAustraliansgetdowntobusinessquicklywithaminimumamountofsmalltalk.Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbytoomuchdetail.Negotiationsproceedquickly.Bargainingisnotcustomary.Theywillexpectyourinitialproposaltohaveonlyasmallmarginfornegotiation.Theydonotlikehigh-pressuretechniques.Decision-makingisconcentratedatthetopofthecompany,althoughdecisionsaremadeafterconsultationwithsubordinates,whichcanmakedecisionmakingslowandprotracted.Casestudy2-13Australia14GiftGivingItisnotcustomaryforprofessionalstoexchangegiftsinabusinesssettinginAustralia.CorruptionandbriberyareveryrareinAustralia.Itisstronglyadvisabletostayawayfromgivinggiftsofsignificantvalueormakingoffersthatcouldbereadasbribery.However,ifaforeignprofessionalisinvitedtoanAustralian’shome,itisalwayspolitetopresentthehostwithgiftssuchasflowersorabookaboutyourhomecountry.Chocolatesarealsoanacceptablegift.Whilebringingabottleofmedium-qualitywineisacceptableinsomecountries,Australiaproducessomeoftheworld’sbestwine,sopresentingabottletothehostisbestlefttothosewhoareskilledatselectingfinewines.Australia15DiningetiquetteandtablemannersWhentryingtobuildbusinessrelationshipwithAustralians,youoftenwilldinewiththem,andyouneedtobeontheirtimetables.Afternoonteatypicallytakesplacearound4p.m.,anddinneroccursbetween6and8p.m.,andisalsocalled“tea〞.Supperisusuallyasnackorlate-nightmeal.Aussiesenjoytheiralcoholicbeverages,andtypicallytaketurnspayingfordrinkrounds.Neverpickupyourtaboutofturn,andalwayspaywhenitisyourturn.Ifyouareinvitedto“barbie〞,orbarbecueatsomeone’shome,arriveontimeandbringwineorbeer.Australiansusecontinentaltablemanners,whichmeantoholdyourforkinthelefthandandknifeintherighthand.16

BusinessdecisionsinAustraliaareoften:FastpacedandpressuredSlowandprotractedComplexanddifficulttounderstand2)WhichofthefollowingisanessentialpartofbusinesspracticeinAustralia?A.PunctualityB.GoodcommunicationskillsC.ProperprotocolQUIZNewZealand17NewZealandisamongthetop60tradepartnersofChina.WhendoingbusinessinNewZealand,donotmakethemistakeofassumingitisjustlikeAustralia.Corporateculturaldifferencesbetweenthetwocountriesaredistinctive.Here’showtoconductbusinessinNewZealand.NewZealand18GreetingsandhonorifictitlesGreetingsarecasual,oftenconsistingsimplyofahandshakeandasmile.

Ifyouaremale,waitforawomantoextendherhandfirst.Maintaineyecontact,butdonotstareintently.Uponmeeting,exchangebusinesscards.Keepconversationlightandsafe,nottooinvolvedorpersonal.AlthoughNewZealandersmovetofirstnamesquickly,itisbesttoaddressthembytheirhonorifictitleandsurnameuntiltheysuggestmovingtoamorefamiliarlevelortheycallyoubyyourfirstname.NewZealand19BusinessAttireDressconservativelyindarkcolors,bothmenandwomen.RememberthattheclimateofNewZealand,unlikethatofAustralia,canbecoolandrainy.Inthesummermonths(DecembertoFebruary),temperaturesrangefromthemid-70stothemid-50sandmayfluctuatebetweenthemid-50sandmid-30sinthewinter(JunetoAugust).Itisbesttobringwarmclothesineveryseason,plusaraincoatorumbrella.NewZealand20PunctualityandBusinessMeetingsBepunctual.Arriveatmeetingsontimeorevenafewminutesearly.ThisisveryimportanttoNewZealanders,eveninsocialsituations.Avoidbeinglateatallcosts;otherwise,youwilllosemuchcredibilitybeforethemeetingevenbegins.ItisimportanttomaintaingoodmannersthroughoutAppointmentsareusuallynecessaryandshouldbemadeatleastoneweekinadvancebytelephone,faxoremail.Itisgenerallyeasytoschedulemeetingswithseniorlevelmanagersifyouarecomingfromanothercountryifthemeetingisplannedwellinadvance.

Meetingsaregenerallyrelaxed;however,theyareseriousevents.Expectabriefamountofsmalltalkbeforegettingdowntothematterathand.Ifyoumakeapresentation,avoidhype,exaggeratedclaims,hyperbole,andbellsandwhistles.NewZealandersareinterestedinwhatpeople‘cando’notwhattheysaytheycando.Presentyourbusinesscasewithfactsandfigures.NewZealand21CommunicationandrelationshipSticktothefactsandsellyourbusiness,notyourself.DonotusepufferytoimpressyourNewZealandassociates,anddonotbeoverlyloudandenthusiasticinyourpresentation.Thiswillprobablydistractyourcolleaguesandmakethemseeyouasaboor.Alwaysaddresspeoplewiththeirappropriatetitle,suchasMr.orMrs.,followedbytheirfullname.Keepyourvoiceatareservedvolumeandavoidboisterousbehavior.Beopenandaccepting,andberespectfulofeveryone.NewZealanderstendtobebroad-minded,andanynarroworintolerantattitudesyouexpresswillnotgooverwellatall.NewZealanderscanbesomewhatreserved,especiallywithpeopletheydonotknow.Oncetheydevelopapersonalrelationship,theyarefriendly,outgoingandsocial.Donotappeartooforwardoroverlyfriendly.Theyrespectpeoplewhoarehonest,direct,anddemonstrateasenseofhumor.Theytrustpeopleuntiltheyaregivenareasonnotto.Ifthishappensinbusinessthebreachwillbedifficulttorepairandbusinessdealingsmayceaseorbecomemoredifficult.NewZealand22NegotiationsThenegotiatingprocesstakestime.Donotattempthigh-pressuresalestactics.Demonstratethebenefitsofyourservicesorproductsratherthantalkingaboutthem.Startyournegotiationswitharealisticfigure.Sincethisisnotabargainingculture,NewZealandersdonotexpecttohaggleoverprice.Donotmakepromisesyoucannotkeeporofferunrealisticproposals.Kiwisdonotgenerallytrustpeoplewhohavetooversell!Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbymoredetailthanisrequired.

Agreementsandproposalsmuststateallpointsclearly.Alltermsandconditionsshouldbeexplainedindetail.Sticktothepointwhilespeaking.Kiwisappreciatehonestyanddirectnessinbusinessdealings.NewZealand23GiftGivingIfinvitedtoaKiwi’shouse,bringasmallgiftsuchasflowers,chocolates,orabookaboutyourhomecountrytothehosts.Giftsshouldn