This document provides information on communication styles, conflict, criticism, meetings, and business etiquette across cultures. It discusses aggressive and passive communication styles and describes the assertive style as most effective. It defines conflict and its two types, lists potential causes, and outlines five strategies for managing conflict. The document explains the difference between constructive and destructive criticism and how to give constructive feedback. It also outlines best practices for planning and conducting effective meetings, including types of meetings, participant roles, and barriers to success. Finally, it discusses general business etiquette norms around greetings, attire, gift-giving, and dining as well as considerations for business etiquette specific to Indian culture.

1. Communication
Etiquette

2. Appetizer
Communication Styles
Starter
Conflict
Criticism
Main Course
Meetings
Business Etiquette
Dessert
Cross Cultural Communication
Taken from:
http://www.illustrationsof.com/royaltyfree-menu-clipart-illustration71538.jpg

3. COMMUNICATION STYLES
AGGRESSIVE
• difficulty in seeing other people’s point of view
• interrupts / monopolises communication exchange
• achieves goals often at others’ expense
• domineering / bullying / condescending

4. COMMUNICATION STYLES
PASSIVE
• indirect / hesitant / apologetic
• trusts others but not self
• difficulty in expressing own wants / feelings
• allows others to make decisions for self

5. COMMUNICATION STYLES
ASSERTIVE
• non-judgmental / trusts self
and others
• expresses honestly and directly
• active listener
• considers others’ feelings
• confident / self-aware / flexible

6. CONFLICT & CRITICISM
Group Work: Discuss and present (10 min)
Group 1: Define conflict and explain the two types of conflict.
Group 2: What are the causes of conflict?
Group 3: What are the five conflict management strategies?
Group 4: Explain what is constructive and destructive and how to
give constructive criticism.

7. CONFLICT
Definition of conflict
•a situation between two or more people in which one
person perceives that another person has negatively
affected something that the first person cares about.
Types of conflict
•Functional
•Dysfunctional

8. CONFLICT
Causes of conflict
•Information
•Process
•Objectives
•Values
•Styles
http://2.bp.blogspot.com/_R4PUMY8HEM8/SloDHx3im2I/AAAAAAAABpE/JLT1wioqEwQ/s320/conflict1.jpg

9. CONFLICT MANAGEMENT
•
Competition (win-lose)
• Compromising
(win some, lose some)
•
Collaboration (win-win)
•
Accommodation (lose-win)
•
Avoidance (lose-lose)

10. CRITICISM
• What is criticism?
• Constructive & destructive criticism
• How to give constructive criticism
• The Positive Negative Positive (PNP) sandwich
• How to receive constructive criticism

11. MEETINGS
• Types of meetings
• Planning for meetings
• Meeting participants
• Good meeting
manners
• Barriers to effective
meetings

12. MEETING – Video: Excerpt from “Gung Ho”

13. TYPES OF MEETINGS
Formality
• formal
• semi-formal
• informal
Purpose
• information-giving
• decision-making
• problem solving

14. PLANNING FOR MEETINGS
• Purpose of meeting
• Notice of meeting
• Agenda
• Venue/setting
• Seating arrangement
• Audio-visual equipment

15. MEETING PARTICIPANTS
• Roles and duties of participants before, during and
after the meeting
Participants
• Chairperson
• Secretary
• Meeting members

16. GOOD MEETING MANNERS
• Professional appearance
• Positive body language
• Contribute effectively and
actively
• Handle conflict or
disagreement professionally

17. GOOD MEETING MANNERS
• Give constructive criticism and avoid destructive
criticism
• Turn taking when speaking in a meeting
• Arrive prepared and on time for meeting

18. BARRIERS TO EFFECTIVE MEETINGS
• Poor verbal skills
• Inappropriate nonverbal skills (e.g. body language)
• Poor listening skills
• Unwillingness to participate

19. FOLLOW-UP OF MEETING
• Minutes of meeting
• Purpose of minutes of meeting
• Format
• Writing style & language

20. BUSINESS ETIQUETTE
&
CROSS CULTURAL COMMUNICATION
Take a short quiz
(Taken from the San Diego State University Student Affairs, Career Office
http://career.sdsu.edu/resources/tutorials/manners/etiPre.html#1)
Taken from http://tfli.org/images/multinational%20handshakes%20cartoon.jpg

21. GENERAL BUSINESS ETIQUETTE
•
Greeting / Mode of Address
 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
•
Business Attire
 depends on industry and setting
 ranges from business casual to formal; if unsure, dress more
formally

22. GENERAL BUSINESS ETIQUETTE
• 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 not opened when
received

23. GENERAL BUSINESS ETIQUETTE
•
Dining and Entertaining
 drinking is generally discouraged during business meals
 elbows on the table should be avoided while eating
 never make loud noises during eating and chew with mouth
open; do not talk with food in the mouth
 avoid controversial topics (e.g. politics, religion)

24. BUSINESS ETIQUETTE
INDIAN CULTURE
Group Work: Write down two statements on each topic. (15 min)
Group 1: Meeting/greeting; making introductions; business cards
Group 2: Gift giving; small talk; dining and entertaining
Group 3: Personal reputation; business relationships
Group 4: Business meeting etiquette; negotiation & decision making
http://ethisphere.com/reporting-growth-in-india-an-emerging-business-case-for-an-emerging-market-leader/

25. BUSINESS ETIQUETTE
INDIAN CULTURE
• Meeting and greeting people
• Making introductions
• Business cards
• Gift Giving
• Small talk
• Dining and Entertaining

26. BUSINESS ETIQUETTE
INDIAN CULTURE
• Cultural issue:
Personal reputation
• Business relationships
• Business meeting etiquette
• Negotiation & decision making

27. Q&A