跨文化商务交际商务礼仪及社会习俗

Chapter6BusinessEtiquetteandSocialCustomsQingLiyuan2017/5/18

Outline

I.BusinessEtiquette1.IntroductionsandGreetings2.HandshakingandExchangingBusinessCards3.DressingandDiningII.SocialCustomsIII.Humorinbusiness,superstitionsandtaboos1.IntroductionsandGreetings

1.1MakingIntroductionsQuestions?1.Howtomakeintroductions?2.Arethereanyrulesforintroduction?3.Howtorespond?4.Culturaldifferencesinmakingintro-1.IntroductionsandGreetings1.Howtomakeintroductions?

NameTitleBriefJobDescriptionExamples:Howdoyoudo?I’mJamesWilson,theSalesManagerofABCCompany.IamcoveringthedirectbusinessinShanghai!Thesameforintroducingothers!BriefClearPowerful1.IntroductionsandGreetings2.TheRulestoabidebya.whomwasintroducedfirst?AmanAyoungpersonGuestJuniorMycompanyFinalexecutiveAwomanAnolderpersonHostseniorAnothercompanyCustomersAlessimportantpersonisalwaysintroducedtoamoreimportantpersonwhethermaleorfemale.1.IntroductionsandGreetingsInotherwords,asashowofrespect,youshouldintroducethoseofalowerstatustothoseofahigherstatuswhetheritthatmeansasocialorprofessionalstatus.1.IntroductionsandGreetingsb.Nevertobragaboutyourselforothers1.IntroductionsandGreetings

介绍及问候3.Howtorespond?Standup.

1.IntroductionsandGreetings

Smile.

1.IntroductionsandGreetings

Shakehands1.IntroductionsandGreetings

Repeatnames.Greettheotherpartybyrepeatingtheotherparty’sname.1.IntroductionsandGreetings

Sayfarewell.Saygoodbyewhenyoufinishyourconversation.1.IntroductionsandGreetings

4.CulturaldifferencesA.InAmericanandGreatBritain:B.ForAmericans,theydon’tlike“Mr.”,“Mrs.”,“Miss”C.InGermanyandItaly:Firstnamesareusedalmostimmediately.Titlesareusedwhenintroducingpeople.1.IntroductionsandGreetings

D.AMuslimbusinessmaninsomecountrieswhoarrivesforameetingwithaco-workerinaveilusuallywillnotintroduceher,andshewillnotspeakorshakehandswithothers.1.2MakingGreetingsWeexchangegreetingswithpeopleeveryday.Propergreetingscanmakeyouappearpoliteandsociableininterculturalbusinesscommunication.However,theritualofsocialetiquettevarybyculture.1.2MakingGreetingsVerbalwaysNonverbalwayskissingbowingshakinghands1.2MakingGreetingsUsefulSentencestoGreetHowdoyoudo?Itismypleasure(honour)tomeetyou.GoodMorning,Mr.Jones.Hello,David.Howisyourweekend,John?……1.2MakingGreetingsNonverbalways：Namaste（Indian）Maori：HongiFrance：Kissing1.2MakingGreetingsHandshakingShakinghandsisanexpressionofmutualtrustandrespect,anditisawaytosendgreetingsinbusinesssituations.1.2MakingGreetingsWhentoShake？HowtoshakeCorrectly？SomeTipsCasestudies1.2MakingGreetings1.2MakingGreetingsHowtoshakeCorrectly？distanceRighthandStrengthanddurationEyecontactSmile1.2MakingGreetingsSomeTips：Whoofferfirst？limphandshakeColdhandUncleanhandNoavailablehandNoresponseTheHandshakeCountryorRegionTypeofHandshakeAmericaFirmhandshakeFranceSofthandshakeGermanyFirmhandshake,formen,traditionallyaccompaniedbyaslightbowJapanHandshakewitharmfirmlyextended,accompaniedbybowMiddleEastHandshakeandfreehandplacedorforearmofotherpersonCaseStudy:WhiledoingbusinessinIslamiccountries,physicalcontactbetweenthesexesislimited,soifyouareintroducedtoawomanasamale,itisadvisabletowaitandseeifahandisextended.Ifitisnot,thendonottrytoshakehands.Averbalgreetingwillsuffice.NevergreetanIslamicfemalewithakiss.Avoidtouchingandprolongedeyecontactwithwomen.CaseStudy:WhendoingbusinessintheMiddleEast,handshakesarealwaysusedandcanlastalongtime.Islamicetiquetterecommendsthatonewaitsfortheothertowithdrawtheirhandfirstbeforedoingthesame.Alwaysusetherighthand.Donotbesurprisedifyourhandisheldwhileyouareledsomewhere.HoldinghandsamongmeniscommonanddoesnotcarrythesameconnotationsasitdoesintheWest.2.ExchangingBusinessCardsThefunctionofBusinesscardsHowtomakeit?Someetiquettes2.ExchangingBusinessCardsHowtomakebusinesscards?Elements:Language?BilingualcardsContents?nameandbusinesstitle,company,contactways.2.ExchangingBusinessCardsSomeetiquettesofpresentingandacceptingHigherranksfirstEnoughcardstwohandsholdingthecardbythetwouppercornerswiththeprinted/locallanguagefaceupNeverflingacardacrossthetableorontoadesk.ReceivingwithbothhandsreadinganddeliberatestudyTreatingwithrespect2.2ExchangingBusinessCards2.2.1BusinessCardEtiquetteinJapan①Makesureyourbusinesscardincludesyourtitle.TheJapaneseplaceemphasisonstatusandhierarchy.②Businesscardsarealwaysreceivedwithtwohandsbutcanbegivenwithonlyone.③InJapanandinmanyotherAsianculturesitisinsultingtoputthecarddirectlyinyourpocket,walletorcardcasewithoutgivingitsufficientstudytime.④InJapan,itisbesttolaythecardinfrontofyouonthetable,especiallyduringthefirstmeeting.Thisisasignofrespect.⑤Whileyoumaywriteonyourowncard,itisconsideredrudeanddisrespectfultowriteonsomeoneelse’s.Treatthecardwithrespect.Ideally,carryasmallpocketcardholderorcase.2.2ExchangingBusinessCards2.2.2BusinessCardEtiquetteinNorthAmericaandtheUKInnorthAmericaandinBritainbusinesscardetiquetteisquiteloose.itisnotuncommonforbusinessmantocarrycardslooseintheirpocketsortomakenotesonthecard’sbackorotherblanksurfaces.2.2ExchangingBusinessCards2.2.3BusinessCardEtiquetteinKoreaUnlikeinotherAsiancountries,itisappropriatetoputthecardawayimmediately.Lookingatthecardtoolongisregardedasignorantandimpoliteandanoddbehavior.2.2ExchangingBusinessCards2.2.4BusinessCardEtiquetteintheIslamicWorldIntheIslamicworld,thelefthandisconsideredunclean,sousingtherighthand.3.1DressingRules衣着打扮Awell-fitteddarksuit,usuallyblue,gray,orblack,isappropriateforalmostallformalbusinesssituationsandmostsocialoccasions.Theruleofthumb:Whenindoubt,overdressfortheoccasion.3.1DressingRulesWomenaresupposedtodressthemselvesformallyinbusiness,astheyarestillinamostlymale-dominatedworld.Skirtsanddressesaremorethenormthanpantsinalmosteverypartoftheworld3.DressingandDiningCasestudy:DressingStyleofWomeninArabCountriesInArabcountries,eventhelessfundamentalistones,womenareexpectedtodressmodestly.Miniskirts,sleevelessblouses,sleevelessdresses,tightskirts,andtightdressesarenotconsideredappropriate.AwomanwhowantstodobusinessintheMiddleEastmustbeawareofthebasicrulesandmakesurethatshedoesnotunderminehercredibilityandauthority,nottomentioninsultherbusinesspartner.Offensivedresseasilycanleadtoembarrassmentandlossofstatus;therefore,shemaywanttocoverherheadwithascarforhat.美国花旗银行女员工因长相迷人遭解雇据英国《每日邮报》2010年6月3日消息，美国花旗银行一女员工日前控告花旗银行以“太迷人”为由炒其鱿鱼。该女子名为罗伦萨那，已经是一位33岁的年轻母亲。她遭到花旗银行纽约分行的解雇，而对方的理由是她长得“太迷人”，由于办公室内大多数都是男性员工，她的着装让他们无法专心工作。她控告说，老板告诉她“由于她身材太好，有些衣服对她的男同事而言‘太让人分心’，让上司无法接受。”她说，她的老板曾经给过她一份“合理的穿着清单”，上面列出了她禁穿的一些服装，包括铅笔裙，紧身衣和圆领衫。罗伦萨那对此非常不满，她认为自己有权利选择自己喜好的衣服。据悉，仲裁人会对此控诉作出裁决。CaseStudy3.2DiningRules进餐礼仪3.2DiningRules进餐礼仪BasicDiningEtiquetteTips:⑴Placeyournapkinonyourlaponlyaftereveryonehasbeenseated./w_19ru883ewt.html3.2DiningRules进餐礼仪⑵Neverbegineatinguntileveryonehasbeenserved,unlessinvitedtodosobythehosts.⑶ForearmsareOKonthetablebutelbowsarenot.Insomecultures,particularlyinAsia,itisconsideredrudetoputyourhandsbeneathtablelevel.3.2DiningRules进餐礼仪⑸Donotpointorgesticulatewithyourknife(oranyotherimplementforthatmatter)whileengagedinconversationattable.Itisconsideredtheheightofrudenessandbadbreeding.⑹Ifyouarenotsurehowtoeatsomething,leaveitorwatchtoseehowotherseatitandimitatethem.⑺Yourservingstaffisresponsibleforreplacingtableitemsthathavefallenonthefloor.Simplyaskforareplacement.4.SocialCustoms社会习俗Customsarebehaviorsgenerallyexpectedinspecificsituationsandareestablished,sociallyacceptablewaysofbehavingingivencircumstances.Customsvarynotonlybycountrybutalsobyregionorlocationwithinacountry.CaseStudy:InAmerica,foracocktailparty,oneisexpectedtobenottoopunctualandonecanleaveafterashortstay.Foradinnerparty,ontheotherhand,oneissupposedtobeabout15minuteslateandstayfortheevening.Inculturesthatdon’tliveasmuchbytheclock,theinvitationforseveno’clockdoesnotmeanonemustbethereatseveno’clock.Infact,nobodyinSpainorIndiawouldexpectthegueststocomeatseven.Anhourlateroreventwoiscommon,andnobodythinksanythingofit.Dinnertypicallyisservedlateintheevening.AhostessfromAmericaornorthernEuropewouldbeveryupsetbythesamebehaviorandvownevertoinvitethosepeopleagain.InAmerica,iftheinvitationisforseven,thendinnerwillprobablybeservedat7:30or8:00atthelatest.Theeveningismuchmoreprogrammed,andthehostesswilldoeverythingtomakethingsrunsmoothly.Herreputationasahostesswilldependonthesmoothfunctioningoftheevent.5.GiftGivingandReceiving

礼物的馈赠与接收5.1GivingGifts赠送礼物AmericaWhengivingbusinessgifts,businesspeoplefromAmericaareawareoflegalrestrictionsbasedontheForeignCorruptPracticesAct,whichoutlawsbriberyandstrictlylimitsthevalueofgiftsonecangiveandaccept.5.1GivingGifts赠送礼物AmericaInAmerica,it’stypicaltoaskwhetheronecanbringanythingwhenbeinginvitedtoasocialoccasion.Thehostesswillsaynounlesssheknowstheguestverywell.Italsofollowsaritualwheretheactorsknowtheirroles.TheinstitutionofpotluckdinnerswhereeveryonebringsadishisunheardofinEurope.Ifoneinvites,theassumptionisthatonecanpreparethefoodandgenerallyhandletheworkassociatedwithentertaining.InChina,itwouldbeunthinkabletobringsomethingfordinner.Thehostisgainingfacefromofferinghospitalitytoguestsandisstoringobligationdebtstohiscredit.5.1GivingGifts赠送礼物NorthernEuropeInNorthernEuropeasuitablegiftisflowersorchocolatesforthehostess.AbottleofwineinFrancecouldbeinterpretedasaninsult,asmuchastosaythathedoesnotservegoodwine.InGermanyrosesandchrysanthemumarenotconsideredappropriate.Rosesareforlovers,andchrysanthemumsareforfunerals.Flowersmustbeinunevennumbers,andflowersaretakenoutofthepaperbeforebeingpresented.5.1GivingGifts赠送礼物IslamicCountriesIntheIslamiccultures,giftsshouldneverbepresentedoracceptedwiththelefthand.WhenvisitingthehomeofaSaudiColleague,menshouldnotbringagiftespeciallyforthehostess.Itcanbetakenasanoffense.5.1GivingGifts赠送礼物LatinAmericaGiftstowomencaneasilybemisconstruedasaflirtation.Itshouldbemadeabundantlyclearbycontentandpresentationthatnosexualinnuendoismeant.Avoidgiftsthatthereceivermightfeelcompelledtowearordisplayunlessverysureabouthisorherpersonaltastes.5.2ReceivingGifts接收礼物AmericaInAmerica,therecipientofagiftisexpectedtoopenthegiftimmediatelyuponreceipt.Doingotherwisewouldshowalackofinterestandappreciation;itwouldberude.Childrenaretaughtearlyontoopengiftsandacknowledgethemwithelaboratepraise:“Howwonderful;justwhatIalwayswanted!”5.2ReceivingGifts接收礼物GermanyGermansopenpresentstoobutaremorereservedintheircomments.5.2ReceivingGifts接收礼物JapanTheJapaneseneveropengiftsinthepresenceofthegiver.Thiswouldbeveryrudebecauseofthepotentiallossoffaceforthegiverandeventhereceiver.Parentstakegreatcaretoemphasizeappropriatebehaviorwiththeirchildren.6.Humor,SuperstitionsandTaboos

幽默﹑迷信及禁忌6.1HumorinBusiness商务中的幽默Asmoreandmorecompaniesconductbusinessinternationally,frequentopportunitiesexistforbusinesspeopletointeractinanattempttodevelopagoodrelationship.Usinghumorisawayofbreakingtheiceandestablishingarelaxedatmospherepriortothestartofbusinessininternationalmeetings.6.1HumorinBusiness商务中的幽默Somebusinesspeoplewithglobalexperiencerecommendthatjokesbeavoidedwithpeopleofdiversecultures;theymaintainthatAmericanhumorishardtoexportandappreciate;Eventhoughtheintentionofhumoristoputyourinternationalcolleaguesateaseandcreateamorerelaxedenvironment,theriskofoffendingsomeoneofanothercultureoroftellingastorythatnooneunderstands,isgreat.(Thiederman,1991)Inshort,wedonotalllaughatthesamethings.6.1HumorinBusiness商务中的幽默AmericaInAmerica,presentationsareoftenstartedwithajokeoracartoonrelatedtothetopictobecovered.MostEuropeanCountriesMostEuropeancountriesusehumorinbusinessmeetings.TheBritishalmostalwaysinsistonincludingsometypeofhumorinnegotiationsandpresentations.6.1HumorinBusiness商务中的幽默GermanyWhileGermansaremostwillingtojokeinbarsandrestaurantswithbusinesscolleaguesafterhours,theyfindthathumorinformalbusinessnegotiationshasnoplace.Theybelieveitshowsdisrespecttowardthevisitorandcancreateconfusionandbeadistractionwhentryingtoconcentrateonthesmallestofdetailsregardingthedeal.Thisisrelatedtotheircomingfromalow-contextcultureinwhichprecisionandgreatdetailisexpected.6.1HumorinBusiness商务中的幽默AsianCountriesDuringbusinessdiscussions,whenhumorisusedwithAsianaudiences,fewareamused.Asianhumorfindslittlemeritinjokesaboutsex,religion,orminorities;however,theywilllaughoutofpolitenesswhenajokeistold.TheyusuallytakewhatissaidquiteliterallyandfindithardtounderstandtheU.S.humor.TheinfluenceofConfuciusandBuddhism,whichdemandsincerityandpoliteness,eliminatesfortheChineseandJapanesemuchofwhatmanyWesternersfindfunny---thatis,sarcasmandparody.6.2Superstition迷信Superstitionsarebeliefsthatareinconsistentwiththeknownlawsofscienceorwhatsocietyconsiderstobetrueandrational.6.2Superstition迷信AmericaManyAmericansbelievethenumber13tobeunlucky.Fridaythe13thistheunluckiestofdays.TheoriginsofFridaythe13thsuperstitionhavebeenlinkedtothefactthattherewere13peopleatthelastsupperofJesus,whowastraditionallycrucifiedonGoodFriday.Oftenbuildingswillgofromthe12thtothe14thfloor,skippingthenumber13entirely.Evenahotelnumberendingin13mayberefused.ManyAmericanswillnotscheduleimportanteventssuchasweddingsormajorsurgeryonthisday.

6.2Superstition迷信JapanAyoungJapanesewomanonherwaytosurgerybegantocrywhenshenoticedshewasbeingwheeledintooperatingroomnumberfour.Why?TheunluckiestnumberinJapanisfour,astheJapanesewordfor“four”soundslikethewordfor“death”.四：し死ぬ：しぬ日本人的数字吉凶观日本人的数字吉凶观日本人的数字吉凶观6.3Taboos禁忌Taboosarepracticesorverbalexpressionsconsideredbya