© 2011 pearson education, inc. publishing as prentice hall© 2011 pearson education, inc....

© 2011 Pearson Education, Inc. publishing as Prentice Hall© 2011 Pearson Education, Inc.

publishing as Prentice Hall

Business and Social Customs

Chapter 9



Intercultural Business Communication, 5th ed., Chaney & Martin 2

Topics• Greeting and handshaking customs

• Verbal expressions

• Male and female relationships

• Humor in business

• Superstitions and taboos

• Dress and appearance

• Customs associated with holidays and holy days

• Office customs and practices

• Customary demeanor/behavior

• Bribery

• Special foods and consumption taboos




Customs• Customs are behaviors generally expected

in specific situations; they are established, socially acceptable ways of behaving in given circumstances.

• Examples of U.S. customs include eating turkey on Thanksgiving, starting presentations with a joke, and greeting people with “Hi!”




Greeting and Handshaking Customs

• U.S. persons are informal in their greetings, often saying “Hi” to complete strangers.

• U.S. greeting behavior is ritualistic; upon arriving at work, one person says: “Good morning, how are you?” to which the other person responds: “Fine, thank you, and how are you?”

• Embracing is inappropriate as a form of greeting in the U.S., but in Latin America people embrace after a handshake.

• Bowing is the customary form of greeting in Japan.




Handshakes

Type of Handshake

•U.S. - Firm•Asians -- Gentle (shaking hands is usually unfamiliar and uncomfortable for some; the exception is the Korean who usually has a firm handshake)•British - Soft•French - Light and quick; repeated upon arrival and departure•Germans - Firm; repeated upon arrival and departure•Hispanics - Moderate grasp; repeated frequently•Middle Easterners - Gentle; repeated frequently




Verbal ExpressionsLearn phrases in the country’s language:

• Hello• Goodbye• Please• I’m sorry• I am having a great time• Thank you so much• No, thank you• This is such a delightful country


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Commonly Used ExpressionsEnglish French German Spanish

Good day Bonjour (bawn-JHOOR) Guten Tag (GOO-tun TAHK)

Buenos dias (BWAY-nos DEE ahs)

Goodbye Au revoir (o reh-VWAHR) Auf Wiedersehen (owf VEE-der-zeyn)

Adios (ah-DYOS)

Please S’il vous plait (seel-voo-PLEH)

Bitte (BIT-the) Por favor (POR fah-vor)

Thank you Merci (mehr-SEE) Danke (DUNK-uh) Gracias (GRAH-see-ahs)

Good Evening

Bonsoir (bawn-SWAHR) Guten Abend (GOO-tun AH-bent)

Buenas noches (BWAY-nahs No-chase)

Excuse me Excusez-moi (ex-kyou-zay MWAH)

Verzeihung (far-TSY-oong) Perdoneme (per-DOH-nay-mey)




Verbal Expressions

• In the U.S. people often respond to someone with a one-word reply: “sure,” “okay,” and “nope.” Such brevity seems blunt by foreign standards; it is simply an indication of the informality typical of U.S. persons.

• People in the Southern U.S. will often say “Y’all come to see us” when bidding someone goodbye. The expected reply is “Thanks! Y’all come to see us, too.” This verbal exchange is only a friendly ritual.




Verbal Expressions

• “Don’t mention it” and “Think nothing of it,” in response to a courtesy or favor, are viewed by persons of other cultures as rude. When being thanked for a courtesy, a response of “You are welcome” is preferable.

• “What’s up?” and “How’s it going?” make no sense to persons for whom English is a second language.




Verbal Expressions

A newcomer to the U.S. did not accept a job on the “graveyard shift” since he thought he would be working in a cemetery.




Verbal Expressions

• Chitchat (small talk or light conversation) is important in getting to know someone.

• Chitchat often includes comments about the weather, the physical surroundings, the day’s news or almost anything of a nonsubstantive nature.

• People of the U.S. excel at small talk; so do Canadians, Australians, the British, and the French.




Verbal Expressions• Small talk seems to pose problems for

people of some cultures. Germans, for example, simply do not believe in it. Swedes, usually fluent in English, have little to say in addition to talking about their jobs. The Japanese are frightened by the idea of small talk as are people of Finland, who actually buy books on the art of small talk.




Verbal Expressions

• When engaging in chitchat with someone of another culture, the best advice is probably to follow the other person’s lead. If they talk about their family, then you would talk about yours. If they initiate political discussions, you would join in the discourse.




Male and Female Relationships• In high-context societies, such as the Arab

culture, people have definite ideas on what constitutes proper behavior between males and females.

• In low-context cultures, such as the U.S., little agreement exists. Thus, both people of the U.S. and visitors from other cultures have difficulty knowing how to proceed in male-female relationships in the U.S. since a wide range of behaviors may be observed.




Male and Female Relationships

• Acceptable male/female relationships in any culture involve stereotypes.

• A stereotype of U.S. women is that they are domineering and “loose” (have no inhibitions regarding sexual relationships with a variety of men). Correspondingly, American men are viewed as weak who permit women to dominate them.




Male and Female Relationships• Stereotypes of women in other cultures

include that Asian women are nonassertive and submissive.

• A stereotype of Latin American males is that they are predatory and constantly pursue women for sexual relationships.




Male and Female Relationships

• Some U.S. men feel threatened by the more assertive roles many women are assuming. However, most people accept the fact that men and women can work side by side in the workplace and that they can have a friendship which does not have a sexual component.




Male and Female Relationships• In Mexico, treatment of men and women in the

workplace differs substantially from that of the U.S. Male supervisors customarily kiss their female secretaries on the cheek each morning or embrace them.

• Despite this custom, seen as undue familiarity by U.S. managers, problems with sexual harassment and gender discrimination are uncommon according to Mexican managers. (However, U.S. managers interviewed reported the opposite.)




Humor in Business

• Using humorous anecdotes is a way of breaking the ice and establishing a relaxed atmosphere prior to getting down to business in international meetings.

• In the U.S., presentations are often started with a joke or cartoon related to the topic.




Humor in Business

• Most European countries also use humor during business meetings.

• Asian humor finds little merit in jokes about sex, religion, or minorities; they take what is said quite literally and do not understand American humor.

• Germans, too, find humor out of place during business meetings.




Humor in Business• Perhaps jokes should be avoided around

persons of diverse cultures; American humor is hard to export and appreciate.

• Even though the intention of humor was to put international colleagues at ease and create a more relaxed environment, the risk of offending someone of another culture, or of telling a story that no one understands, is great.

• In short, we do not all laugh at the same thing.




A New York businessman, who frequently traveled to Japan on business, often used a translator for his speeches. After one such speech, he learned that the Japanese interpreter’s version of his opening remarks went like this:

“American businessman is beginning speech with thing called joke. I am not sure why, but all American businessmen believe it necessary to start speech with joke. (Pause) He is telling joke now but frankly you would not understand joke so I will not translate it. He thinks I am telling you joke now. Polite thing to do when he finishes is to laugh. (Pause) He is getting close. (Pause) Now!”

The audience not only laughed appreciatively but stood and applauded as well. Later he commented to the translator: “I’ve been giving speeches in this country for several years, and you are the first translator who knows how to tell a good joke” (Axtell, 1990).




Superstitions and Taboos

• Superstitions are beliefs that are inconsistent with the known laws of science or what a society considers true and rational.

• Examples of superstitions include a belief that special charms, omens, or rituals have supernatural powers.




Superstitions

• Superstitions, which are treated rather casually in Europe and North America, are taken quite seriously in other cultures.

• In parts of Asia, fortune telling and palmistry are considered influential in the lives and business dealings of the people.




Superstitions• In many cultures, bad luck and even death are

associated with certain numbers.• People of the U.S. think that 13 is an unlucky

number.

– Most American hotels do not have a thirteenth floor, and even a hotel number ending in 13 may be refused.

– Friday the thirteenth is perceived as an unlucky day. Many U.S. persons will not schedule important events, such as weddings or major surgery, on this day.




Superstitions• The Chinese, who also believe that good luck or

bad is associated with certain numbers, feel that four is the most negative number, because it sounds like the word for death. – Hotels in China, Hong Kong, and Taiwan

often have no fourth floor.– Some Asian airports have no Gate 4.




Superstitions• Conversely, according to Chinese beliefs,

some numbers have positive meanings. For example, the number six represents happiness and nine represents long life.

• The numbers of people in a photograph will also have significance. Many Chinese people believe that having three people in a photograph will result in dire con-sequences, that the middle person will die.




Superstitions Superstitions held by persons in some cultures include:

– What happens on New Year’s Day foretells what will happen for the entire year.

– Attaching old shoes to the car of newlyweds assures fertility.– Walking under a ladder will bring bad luck as will breaking a

mirror.– Giving too much attention to a newborn would place the child in

jeopardy; the evil spirits will harm the baby if it receives too much attention.

– Putting your purse on the floor will result in your money running away.




Taboos

• Taboos are practices or verbal expressions considered by a society or culture as improper or unacceptable.

• Taboos are rooted in the beliefs of the people of a specific region or culture and are passed down from generation to generation.




Taboos• In Arab countries, it is considered taboo

to ask about the health of a man’s wife.

• In Taiwan, messages should not be written in red ink, as this has death connotations.

• Writing a person’s name in red also has negative associations in Korea, parts of Mexico, and among some Chinese.



• A U.S. English teacher made comments and constructive criticisms in red ink on her students’ papers. While U.S. students were accustomed to this practice, her Korean students were not. These red-inked notes sent shock waves through the families of Korean students, who associated red ink with death. When the families told the principal of this taboo, he asked all teachers to refrain from using red ink on any student’s paper. They changed to other colors (Dresser, 2005).


Taboos




The general rule everywhere is that for business you should be

“buttoned up”: conservative suit and tie for men, dress or skirted

suit for women.




U.S. Business Dress Quiz: True or False?• A double-breasted jacket is worn buttoned when standing or walking.

• The design of a man’s tie and coat pocket handkerchief should not be identical but should share some colors.

• Wearing numerous rings is distracting and unbusinesslike.

• Men should always wear an undershirt.

• Pantsuits are equally effective as skirted suits in dealing with men or women.

• Men should wear V-neck undershirts with an open-collar shirt so that the undershirt does not show.

• The color of hosiery should match the shoe.

• Braces (suspenders) may be clipped onto trousers.

• Braces may be accompanied by a belt, particularly if the trousers are loose at the waist.




• Cuffed and uncuffed trousers are appropriate for men, but shorter, heavier men should avoid cuffs.

• Men’s business casual shirts should have a collar.

• Sleeveless dresses/blouses are appropriate office attire in the Sun Belt.

• Short-sleeve dress shirts for men are acceptable in the Sun Belt.

• Shoes should be the same color as the hem of a garment or darker.

• Women should not carry a purse and an attaché case.

• Men’s shirt sleeves should be long enough so that about a half inch extends below the jacket sleeve.

• When overseas, “do as the Romans do”; wear what executives in the host country wear, not the “uniform” of your U.S. office.

U.S. Business Dress Quiz: True or False?




Cultural Differences in Dress and Appearance

• In Canada, people dress more conservatively and formally than people in the U.S.

• In Europe, business dress is very formal; coats and ties are required, and jackets stay on at all times.

• In Japan, dress is also formal. Women dress very conservatively and wear muted colors to the office. Casual attire is usually inappropriate.




• In the Philippines, men wear the barong, a loose, white or cream-colored shirt with tails out, no jacket or tie.

• In Saudi Arabia, the traditional Arabic white, flowing robe and headcloth may be worn. However, U.S. persons should not attempt to dress in a like manner.

• Color of clothing is an important consideration. Do not wear black, purple, or solid white in Thailand. Avoid wearing all white in the People’s Republic of China as white is the symbol of mourning.





• Shoes are considered inappropriate in certain situations in various cultures. They should not be worn within Muslim mosques and Buddhist temples. Shoes should be removed when in a Japanese home. In the Arab culture, the soles of your feet should not be shown.

• Women should be especially careful to conform to local customs. In Arab countries, women should avoid wearing pants and should wear clothes that give good coverage. In Europe, women do not wear pants to the office or to nice restaurants.

• As a general rule for business, dress conservatively.





Business Casual Dress• Business dress in U.S. firms has become

increasingly casual in the past decade.• Over half of European firms have a casual dress

policy.• Sweden has the greatest percentage of

companies with casual dress policies while England has the smallest percent.




At a Washington firm, a group of Japanese businessmen who came for a meeting on a Friday found a room full of casually dressed people. They made a hasty retreat, believing they had the

wrong office (Alvarez-Correa, 1996).




Holidays and Holy Days That May Affect Business

•U.S.–Christmas Day–Thanksgiving–Independence Day (July 4)–New Year's Day–Sunday

•Canada–Canada Day–Labor Day–All Saints Day–Christmas Day–Boxing Day




•France–Mardi Gras–Liberation Day–Ascension–Bastille Day–World War I Armistice Day

•Germany–Good Friday–Ascension–Whit Monday–Day of German Unity–Day of Prayer and Repentance





•England

–May Day

–Easter Sunday and Monday

–Spring Bank Holiday

–Summer Bank Holiday

–Late Summer Holiday

–Christmas

–Boxing Day

•Mexico

–St. Anthony's Day

–Carnival Week

–Birthday of Benito Juarez

–Cinco de Mayo

–Corpus Christi

–Columbus Day

–Day of the Virgin Guadalupe





•Japan–Coming of Age Day–National Foundation Day–Vernal Equinox–Greenery Day–Children's Day–Respect for the Aged Day




•The Netherlands–Queen Beatrix’s Birthday–Liberation Day–Christmas–New Year’s Day

•South Korea–The New Year–The Lunar New Year–Independence Day–Buddha’s Birthday–Memorial Day–Constitution Day–Liberation Day–Ch’usŏk, Harvest Moon Festival–National Foundation Day–Christmas





•Taiwan–Founding Day

–Chinese Lunar New Year

–Birthday of Confucius

–Double Ten National Day

–Taiwan Restoration Day

–Constitution Day

•China–New Year’s Day–Chinese Lunar New Year and Spring Festival–International Working Woman’s Day–Labor Day–Youth Day–Children’s Day–Founding of the Communist Party of China–People’s Liberation Army Day–National Day





Office Customs and Practices

• Usual hours of work in U. S. offices are 9 to 5.

• In Iran, business hours are from 9:30 a.m. to 1 p.m. and 2 to 5 p.m., Monday through Friday.

• In some South American countries, such as Brazil and Colombia, the work week is 8 a.m. to 6 p.m., Monday through Friday (12 noon to 2 p.m. lunch).




Office Customs and Practices• Peru has one of the longest workweeks in the world:

48 hours with businesses open at least six days a week.

• The lunch period in U.S. firms varies from 30 minutes to an hour; break times are usually one 15-minute period in the morning and a second 15-minute period in the afternoon.

• Europeans have a 1- to 1 1/2 - hour lunch break, 20 minute morning and afternoon breaks (often including beer or wine) and 15 minutes at the end of the workday for cleanup time.




Office Customs and Practices• Hiring and firing practices vary according to

the culture. • In the U.S. hiring and firing are based on job

effectiveness and job performance; no job is permanent.

• In Europe everyone in the firm has a contract that virtually guarantees permanent employment regardless of the financial condition of the company.

• Likewise, in such countries as Japan, employees consider their jobs to be permanent.

• Employees who are dismissed receive generous severance pay by U.S. standards.




Office Customs and Practices

• The degree of formality or informality

found in U.S. offices varies; in major

corporations, more formality often exists

than in small companies in rural areas.




Demeanor/Behavior• Be punctual. Most persons in the U.S. will feel

offended if you are more than 10 minutes late.• If you agree to meet someone, keep the

appointment.• Treat females with the same respect given males.• Treat clerks, waiters, secretaries, taxi drivers

with the same courtesy you would show someone of rank and position.




• When talking, keep an arm’s length away. U.S. persons do not like for people to get too close.

• Avoid bowing and other behavior that is intended to display respect as most Americans are most uncomfortable with such displays.

• Do not speak loudly in public places except at sports events and similar outdoor events.

• Keep to the right when walking in malls or on the street.

Demeanor/Behavior




• Do not touch other people in public. (Pushing your way through a crowd is considered quite rude.)

• Wait your turn when standing in line at the post office, bank, or theatre. Give priority to the first person who arrives (rather than to people who are older or wealthier).

• Do not block traffic; do not block someone’s view at a ballgame or other public events.

• Be considerate of nonsmokers; many buildings in the U.S. are smoke free.

Demeanor/Behavior




• The U.S. is a "do-it-yourself' country; no social stigma is attached to doing one's own daily chores, no matter how menial.

• U.S. persons have certain customs surrounding special holidays: Staying up until midnight on New Year's Eve; having turkey and pumpkin pie on Thanksgiving.

Demeanor/Behavior




Bribery• Bribery is the giving or promising of something,

often money, to influence another person’s actions.

• While bribery is not officially sanctioned or condoned in any country, it is unofficially a part of business in many cultures and is considered neither unethical nor immoral in a number of countries. In Nigeria, for example, one must pay the customs agents to leave the airport, while in Thailand and Indonesia getting a driver’s license involves giving a tip to an agent.




• The U.S. has the most restrictive laws against bribery in the world. Companies found guilty of paying bribes to foreign officials can be fined up to $1 million, and guilty employees may be fined up to $10,000.

• Many U.S. competitors, including Italian, German, and Japanese firms, not only use bribery in international transactions but may deduct the amount of the bribe on their taxes as a necessary business expense.

Bribery




• As business becomes more globalized, different perceptions exist regarding the appropriateness of certain incentives.

• What is perceived as bribery is culturally relative just as a person’s conscience can become “culturally conditioned.”

• What is considered a tip (to ensure promptness) in one culture is considered illegal in another.

Bribery




Mike Lorelli of Pizza Hut shared this experience related to bribery in other cultures:“In the Middle East or Brazil, they would think you are crazy for not offering a bribe, because to them there is absolutely nothing wrong with bribery. You’re an oddball, but there is not a thing you can do about it.”

Bribery




• Professional go-betweens are sometimes hired to assure that the proper persons are tipped to avoid delays in approvals and delivery. People of the U.S. cannot, of course, be involved in paying these commissions; this responsibility would be left with the local joint-venture partner or distributor.

Bribery




Unusual Foods

• U.S. - corn-on-the-cob, grits, popcorn, marshmallows, crawfish

• South Korea - dog meat• Saudi Arabia - sheep's eyeballs• Mexico - chicken's feet in chicken soup • China - duck's feet• Russia - Danish pastry stuffed with raw cabbage• Some African countries - gorilla




"Customs officials in Taiwan seized 11 tons of chicken testicles, which they said had been smuggled in from Hong Kong. The Chinese delicacy, said to be an aphrodisiac, was disguised as frozen shrimp."

Unusual Foods




More Business Travelers are Going Global

Master of five languages, Patrick Larbuisson eats sheep intestines to help grease business deals in Saudi Arabia. He swallows with a smile but is "sick like hell the next day." At least he knew the rule to follow: eat what you are offered.




Consumption Taboos

• U.S. - horse meat, dog meat

• Strict Muslims - pork and alcohol

• Orthodox Jews - pork, shellfish, meat and milk together

• Hindus - beef

© 2011 pearson education, inc. publishing as prentice hall© 2011 pearson education, inc....

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