A summary lecture on business etiquette and cross cultural communication for business communication subject at a polytechnic.

1. Business
Etiquette and
Cross Cultural
Communication
Sherrie Lee

2. Dark-coloured suits
Light-coloured shirts/blouses
Well-groomed hair and nails
Covered shoes
Minimal accessories and scent
Business Attire

3. Meeting and Greeting
Introductions done in order of age or status
General rule is to defer to authority and use an honorific
Mr., Mrs., or Dr., unless asked to use first names
Firm handshake with direct eye contact

4. Business cards
Represent you and company so use good quality cards
Present card printed side up, forward-facing,
with both hands
Generally exchanged at the beginning
or the end of initial meeting
Study business card, commenting / clarifying
before putting it away
You should not request a business card from a more
senior ranking person

5. Discuss and present at least
three statements on each topic. (15 min)
Group 1: Gift giving; small talk
Group 2: Entertaining in restaurants and homes
Group 3: Different styles in verbal and non-verbal
communication; thank-you letters
Group 4: Negotiation & decision making; telephone
etiquette
Group Work

6. Gift Giving
Choose good quality gifts
Company logo (if any) should be discreet
Status of recipient is reflected in choice and value of gift
Gifts are usually not opened when received
Be aware of inauspicious colours (e.g. black, white)
and religious restrictions (e.g. alcohol)

7. Small Talk
Not about business
Helps to establish connection with the other party
Topics to avoid: politics, religion, personal issues
Safe topics: weather, transportation, sports,
surroundings
Stay positive/neutral and follow the other party’s lead if
from a different culture

8. Entertaining
Common venues include restaurants, private clubs,
sporting events, cocktail parties and home
Host is responsible for seeing to guests’ comfort
Host initiates starting meals, small talk and business
discussions (if any)
Hosts need to be aware of drinking practices and taboos
of guests
Guests should be punctual, be thankful, and exercise
good manners

9. Communication Issues
Direct style: low-context, individualistic culture /
verbal precision, self-expression
Indirect style: high-context, group culture /
Face-saving, social/group harmony
Non-verbal: gesture, posture, facial expression, space
Body language can enhance spoken message

10. Negotiation & Decision Making
Know your priorities and alternatives well
Understand the other party’s negotiation style
Leave margin for bargaining process
Meaning of ‘truth’ varies among cultures
Understand different values attached to time and
decision making among cultures

11. Thank-you letters
Send promptly
In response to gifts, hospitality, special favours, etc.
Well-written letters express appreciation and also how
useful and helpful a gift / service has been

12. Telephone Etiquette
Placing a call: Prepare, identity yourself, speak clearly
Receiving a call: be prompt, give name/dept, be discreet
Ending a call: the one who place the call should end it
Phone manners: YOUR EXAMPLES
Voice mail: give brief but specific message; include
name and number

13. BUSINESS ETIQUETTE &
CROSS CULTURAL COMMUNICATION
Quiz time
Take the quiz from the San Diego State University Student Affairs, Career Office
http://career.sdsu.edu/resources/tutorials/manners/etiPre.html#1
-Flickr: Crossett Library Bennington College