商务礼仪实务英语商务礼仪实务英语Module 2 Module 2 Project 4. Country Business Project 4. Country Business Etiquette and Custom Etiquette and Custom 国别礼国别礼俗俗模块2 能力培养了解商务会面礼仪、接待礼仪、乘坐交通工具的礼仪、座次礼仪、馈赠礼仪、沟通礼仪、中西餐用餐礼仪、国别礼俗。Relationships&CommunicationTheJapaneseprefertodobusinessonthebasisofpersonalrelationships.Ingeneral,beingintroducedorrecommendedbysomeonewhoalreadyhasagoodrelationshipwiththecompanyisextremelyhelpfulasitallowstheJapanesetoknowhowtoplaceyouinahierarchyrelativetothemselves.Onewaytobuildandmaintainrelationshipsiswithgreetings/seasonalcards.ItisimportanttobeagoodcorrespondentastheJapaneseholdthisinhighesteem.BusinessMeetingEtiquetteAppointmentsarerequiredand,wheneverpossible,shouldbemadeseveralweeksinadvance.Itisbesttotelephoneforanappointmentratherthansendaletter,faxoremail.Punctualityisimportant.ArriveontimeformeetingsandexpectyourJapanesecolleagueswilldothesame.Sincethisisagroupsociety,evenifyouthinkyouwillbemeetingoneperson,bepreparedforagroupmeeting.ThemostseniorJapanesepersonwillbeseatedfurthestfromthedoor,withtherestofthepeopleindescendingrankuntilthemostjuniorpersonisseatedclosesttothedoor.ItmaytakeseveralmeetingsforyourJapanesecounterpartstobecomecomfortablewithyouandbeabletoconductbusinesswithyou.Thisinitialgettingtoknowyourtimeiscrucialtolayingthefoundationforasuccessfulrelationship.Youmaybeawardedasmallamountofbusinessasatrialtoseeifyoumeetyourcommitments.Ifyourespondquicklyandwithexcellentservice,youproveyourabilityandtrustworthiness.Neverrefusearequest,nomatterhowdifficultornon-profitableitmayappear.TheJapanesearelookingforalong-termrelationship.Alwaysprovideapackageofliteratureaboutyourcompanyincludingarticlesandclienttestimonials.Alwaysgiveasmallgift,asatokenofyouresteem,andpresentittothemostseniorpersonattheendofthemeeting.YourJapanesecontactcanadviseyouonwheretofindsomethingappropriate.BusinessNegotiationTheJapanesearenon-confrontational.Theyhaveadifficulttimesaying“no”,soyoumustbevigilantatobservingtheirnon-verbalcommunication.Itisbesttophrasequestionssothattheycanansweryes.Forexample,doyoudisagreewiththis?Groupdecision-makingandconsensusareimportant.Writtencontractsarerequired.TheJapaneseoftenremainsilentforlongperiodsoftime.BepatientandtrytoworkoutifyourJapanesecolleagueshaveunderstoodwhatwassaid.Japanesepreferbroadagreementsandmutualunderstandingsothatwhenproblemsarisetheycanbehandledflexibly.UsingaJapaneselawyerisseenasagestureofgoodwill.NotethatJapaneselawyersarequitedifferentfromWesternlawyersastheyaremuchmorefunctionary.Neverloseyourtemperorraiseyourvoiceduringnegotiations.SomeJapaneseclosetheireyeswhentheywanttolistenintently.TheJapaneseseldomgrantconcession.Theyexpectbothpartiestocometothetablewiththeirbestoffer.TheJapanesedonotseecontractsasfinalagreementssotheycanberenegotiated.DressEtiquetteBusinessattireisconservative.Menshouldweardark-coloured,conservativebusinesssuits.Womenshoulddressconservatively.BusinessCardsBusinesscardsareexchangedconstantlyandwithgreatceremony.Investinqualitycards.Alwayskeepyourbusinesscardsinpristinecondition.Treatthebusinesscardyoureceiveasyouwouldtheperson.YoumaybegivenabusinesscardthatisonlyinJapanese.ItiswisetohaveonesideofyourbusinesscardtranslatedintoJapanese.GiveyourbusinesscardwiththeJapanesesidefacingtherecipient.Makesureyourbusinesscardincludesyourtitle,soyourJapanesecolleaguesknowyourstatuswithinyourorganization.Businesscardsaregivenandreceivedwithtwohandsandaslightbow.Examineanybusinesscardyoureceiveverycarefully.Duringameeting,placethebusinesscardsonthetableinfrontofyouintheorderpeopleareseated.Whenthemeetingisover,putthebusinesscardsinabusinesscardcaseoraportfolio.Activity1True(T)orFalse(F).1. TheJapaneseprefertodobusinessonthebasisofpersonalrelationships.2.ItmaytakeseveralmeetingsforyourJapanesecounterpartstobecomecomfortablewithyouandbeabletoconductbusinesswithyou.3.TheJapaneseseecontractsasfinalagreementssotheycannotberenegotiated.TFT New Wordstestimonial n.aformalwrittenstatementaboutthequalitiesofaproductorservice证明书tokenn.somethingyougivetosomeoneordoforsomeonetoexpressyourfeelingsorintentions象征conversantadjfamiliarwith,havingexperienceof,orknowing熟悉的nuancen.aqualityofsomethingthatisnoteasytonoticebutmaybeimportant细微差别protocol n.theformalsystemofrulesforcorrectbehavioronofficialoccasions外交礼仪2.韩国商务礼仪Relationships&CommunicationPeopleofRepublicofKoreaprefertodobusinesswithpeoplewithwhomtheyhaveapersonalconnection.Itisthereforecrucialtobeintroducedbyathird-party.Relationshipsaredevelopedthroughinformalsocialgatheringsthatofteninvolveaconsiderableamountofdrinkingandeating.Individualswhohaveestablishedmutualtrustandrespectwillworkhardtomakeeachothersuccessful.PeopleofRepublicofKoreatreatlegaldocumentsasmemorandumsofunderstanding.Theyviewcontractsaslooselystructuredconsensusstatementsthatbroadlydefineagreementandleaveroomforflexibilityandadjustmentasneeded.Undernocircumstancesinsultorcriticizeinfrontofothers.Sensitivemattersmayoftenberaisedindirectlythroughtheintermediarythatfirstmadetheintroductions.PeopleofRepublicofKoreaareextremelydirectcommunicators.Theyarenotaversetoaskingquestionsiftheydonotunderstandwhathasbeensaidorneedadditionalclarification.Thisisaculturewhere“lessismore”whencommunicating.Respondtoquestionsdirectlyandconcisely.Sincethereisatendencytosay“yes”toquestionssothatyoudonotloseface,thewayyouphraseaquestioniscrucial.Itisbettertoask,“Whencanweexpectshipment?”than“Canweexpectshipmentin3weeks?”,sincethisquestionrequiresadirectresponse.BusinessMeetingEtiquetteAppointmentsarerequiredandshouldbemade3to4weeksinadvance.Youshouldarriveontimeformeetingsasthisdemonstratesrespectforthepersonyouaremeeting.ThemostseniorpeopleofRepublicofKoreagenerallyenterstheroomfirst.Itisagoodideatosendbothanagendaandback-upmaterialincludinginformationaboutyourcompanyandclienttestimonialspriortothemeeting.Themainpurposeofthefirstmeetingistogettoknoweachother.Meetingsareusedtounderstandaclientsneedsandchallenges.Theylaythefoundationforbuildingtherelationship.DonotremoveyourjacketunlessthemostseniorpeopleofRepublicofKoreadoesso.HaveallwrittenmaterialsavailableinbothEnglishandKorean.DressEtiquetteBusinessattireisconservative.Menshouldweardark-coloured,conservativebusinesssuitswithwhiteshirts.Womenshoulddressconservativelyandwearsubduedcolours.Menshouldavoidwearingjewelleryotherthanawatchoraweddingring.BusinessCardsBusinesscardsareexchangedaftertheinitialintroductionsinahighlyritualizedmanner.Thewayyoutreatsomeonesbusinesscardisindicativeofthewayyouwilltreattheperson.HaveonesideofyourbusinesscardtranslatedintoKorean.Usingbothhands,presentyourbusinesscardwiththeKoreansidefacingupsothatitisreadablebytherecipient.Examineanybusinesscardyoureceivecarefully.Putthebusinesscardsinabusinesscardcaseoraportfolio.Neverwriteonsomeonesbusinesscardintheirpresence.Activity2True(T)orFalse(F).1. PeopleofRepublicofKoreaareextremelyindirectcommunicators.Theyareaversetoaskingquestionsiftheydonotunderstandwhathasbeensaidorneedadditionalclarification.2.HaveallwrittenmaterialsavailableinbothEnglishandKorean.3.Thewayyoutreatsomeonesbusinesscardisindicativeofthewayyouwilltreattheperson.TTF New Wordssubduedadj.(ofcolororlight)notverybright,or(ofsound)notveryloud柔和的3.印度商务礼仪Relationships&CommunicationIndiansprefertodobusinesswiththosetheyknow.Relationshipsarebuiltuponmutualtrustandrespect.Ingeneral,Indiansprefertohavelong-standingpersonalrelationshipspriortodoingbusiness.Itmaybeagoodideatogothroughathirdpartyintroduction.Thisgivesyouimmediatecredibility.BusinessMeetingEtiquetteIfyouwillbetravellingtoIndiafromabroad,itisadvisabletomakeappointmentsbyletter,atleastonemonthandpreferablytwomonthsinadvance.ItisagoodideatoconfirmyourappointmentsinceIndiansmaygetyourappointmentcancelledatshortnotice.Thebesttimeforameetingislatemorningorearlyafternoon.Reconfirmyourmeetingtheweekbeforeandcallagainthatmorning,sinceitiscommonformeetingstobecancelledatthelastminute.Keepyourscheduleflexiblesothatitcanbeadjustedforlastminutereschedulingofmeetings.YoushouldarriveatmeetingsontimesinceIndiansareimpressedwithpunctuality.Meetingswillstartwithagreatdealofgetting-to-know-youtalk.Infact,itisquitepossiblethatnobusinesswillbediscussedatthefirstmeeting.Alwayssendadetailedagendainadvance.Sendback-upmaterialsandchartsandotherdataaswell.Thisallowseveryonetoreviewandbecomecomfortablewiththematerialpriortothemeeting.Followupameetingwithanoverviewofwhatwasdiscussedandthenextsteps.BusinessNegotiationIndiansarenon-confrontational.Itisrareforthemtoovertlydisagree,althoughthisisbeginningtochangeinthemanagerialranks.Decisionsarereachedbythepersonwiththemostauthority.Decisionmakingisaslowprocess.Ifyouloseyourtemperyoulosefaceandproveyouareunworthyofrespectandtrust.Delaysaretobeexpected,especiallywhendealingwiththegovernment.MostIndiansexpectconcessionsinbothpriceandterms.Itisacceptabletoexpectconcessionsinreturnforthoseyougrant.Neverappearoverlylegalisticduringnegotiations.Ingeneral,Indiansdonottrustthelegalsystemandsomeoneswordissufficienttoreachanagreement.Donotdisagreepubliclywithmembersofyournegotiatingteam.Successfulnegotiationsareoftencelebratedbyameal.DressEtiquetteBusinessattireisconservative.Menshouldweardarkcolouredconservativebusinesssuits.Womenshoulddressconservativelyinsuitsordresses.Theweatheroftendeterminesclothing.Inthehotterpartsofthecountry,dressislessformal,althoughdressingassuggestedaboveforthefirstmeetingwillindicaterespect.TitlesIndiansreveretitlessuchasProfessor,DoctorandEngineer.Statusisdeterminedbyage,universitydegree,casteandprofession.Ifsomeonedoesnothaveaprofessionaltitle,usethehonorifictitle“Sir”or“Madam”.Titlesareusedwiththepersonsnameorthesurname,dependinguponthepersonsname.Waittobeinvitedbeforeusingsomeonesfirstnamewithoutthetitle.BusinessCardsBusinesscardsareexchangedaftertheinitialhandshakeandgreeting.Ifyouhaveauniversitydegreeoranyhonour,putitonyourbusinesscard.Usetherighthandtogiveandreceivebusinesscards.BusinesscardsneednotbetranslatedintoHindi.Alwayspresentyourbusinesscardsotherecipientmayreadthecardasitishandedtothem.Activity3True(T)orFalse(F).1.Ingeneral,Indianstrustthelegalsystemandsomeoneswordisnotsufficienttoreachanagreement.2.Theweatheroftendeterminesclothing.Inthehotterpartsofthecountry,dressislessformal,althoughdressingassuggestedaboveforthefirstmeetingwillindicaterespect.3.Usetherighthandtogiveandreceivebusinesscards.TTFTask Two North & South American Countries (United States, Canada, Brazil)1.美国商务礼仪BusinessDressWhatisconsideredappropriatebusinessattirevariesbygeographicregion,dayoftheweekandindustry.Ingeneral,peopleintheEastdressmoreformally,whilepeopleintheWestareknownforbeingabitmorecasual.Executivesusuallydressformallyregardlessofwhichpartofthecountrytheyarein.CasualFridayiscommoninmanycompanies.Hightechnologycompaniesoftenwearcasualclotheseveryday.Foraninitialmeeting,dressingconservativelyisalwaysingoodtaste.Womencanwearbusinesssuits,dressesorpantsuits.Menshouldwearabusinesssuitunlessyouknowthefirmtobequitecasual.GreetingsThehandshakeisthecommongreeting.Handshakesarefirm,briefandconfident.Maintaineyecontactduringthegreeting.Inmostsituations,youcanbegincallingpeoplebytheirfirstnames.Mostpeoplewillinsistthatyoucallthembytheirnickname,iftheyhaveone.Informalcircumstances,youmaywanttousetitlesandsurnamesasacourtesyuntilyouareinvitedtomovetoafirstnamebasis,whichwillhappenquickly.Businesscardsareexchangedwithoutformalritual.Itisquitecommonfortherecipienttoputyourcardintheirwallet,whichmaythengointhebackpocketoftheirtrousers.Thisisnotaninsult.CommunicationStylesAmericansaredirect.Theyvaluelogicandlinearthinkingandexpectpeopletospeakclearlyandinastraightforwardmanner.Tothemifyoudont“tellithowitis”yousimplywastetime,andtimeismoney.Ifyouarefromaculturethatismoresubtleincommunicationstyle,trynottobeinsultedbythedirectness.Trytogettoyourpointmorequicklyanddontbeafraidtobemoredirectandhonestthanyouareusedto.Americanswillusethetelephonetoconductbusinessthatwouldrequireaface-to-facemeetinginmostothercountries.Theydonotinsistuponseeingorgettingtoknowthepeoplewithwhomtheydobusiness.BusinessMeetingsArriveontimeformeetingssincetimeandpunctualityaresoimportanttoAmericans.IntheNortheastandMidwest,peopleareextremelypunctualandviewitasasignofdisrespectforsomeonetobelateforameetingorappointment.IntheSouthernandWesternstates,peoplemaybealittlemorerelaxed,buttobesafe,alwaysarriveontime,althoughyoumayhavetowaitalittlebeforeyourmeetingbegins.Meetingsmayappearrelaxed,buttheyaretakenquiteseriously.Ifthereisanagenda,itwillbefollowed.Attheconclusionofthemeeting,therewillbeasummaryofwhatwasdecided,alistofwhowillimplementwhichfacetsandalistofthenextstepstobetakenandbywhom.Ifyoumakeapresentation,itshouldbedirectandtothepoint.Visualaidsshouldfurtherenhanceyourcase.Usestatisticstobackupyourclaims,sinceAmericansareimpressedbyharddataandevidence.Withtheemphasisoncontrollingtime,businessisconductedrapidly.Expectverylittlesmalltalkbeforegettingdowntobusiness.Itiscommontoattempttoreachanoralagreementatthefirstmeeting.Theemphasisisongettingacontractsignedratherthanbuildingarelationship.Therelationshipmaydeveloponcethefirstcontracthasbeensigned.Activity1True(T)orFalse(F).1.Informalcircumstances,youmaywanttousetitlesandsurnamesasacourtesyuntilyouareinvitedtomovetoafirstnamebasis,whichwillhappenquickly.2.Itisquitecommonfortherecipienttoputyourcardintheirwallet,whichmaythengointhebackpocketoftheirtrousers.Thisisnotaninsult.3.Americanswillusethetelephonetoconductbusinessthatwouldrequireaface-to-facemeetinginmostothercountries.Theydonotinsistuponseeingorgettingtoknowthepeoplewithwhomtheydobusiness.TTT2.加拿大商务礼仪MeetingandGreetingCanadianbusinesspeopleoftenbeginrelationshipsinareservedmanner;oncepeoplegettoknowoneanother,theybecomefriendlyandinformal.Canadiansappreciatepolitenessandexpectotherstoadheretotheproperprotocolforanygivensituation.Shakehandswitheveryoneatthemeetinguponarrivalanddeparture.Maintaineyecontactwhileshakinghands.Menmayoffertheirhandtoawomanwithoutwaitingforhertoextendhersfirst.Honorifictitlesandsurnamesareusuallynotused.However,academictitlesareimportantinQuebecandareusedwiththehonorificMonsieurorMadame.Businesscardsareexchangedaftertheinitialintroduction.InQuebec,haveonesideofyourbusinesscardtranslatedintoFrench.HandthecardsotheFrenchsidefacestherecipient.Examineanycardyoureceivebeforeputtingitinyourcardcase.CanadianCommunicationStylesItisdifficulttospecifyanynationaltraitintermsofcommunicationinCanadaduetoitsregionalismandculturaldiversity.However,therearesomebasiccommunicationstylesthatarefairlystandardacrossthecountry.Forexample,businesspeoplearegenerallypolite,easy-goingandsomewhatinformal.Ingeneral,communicationis“moderatelyindirect”perhapsreflectinganamalgamationofbothNorthAmericanandBritishtendencies.AlthoughmostCanadianscandisagreeopenlywhennecessary,theyprefertodosowithtactanddiplomacy.Theircommunicationstyleisessentiallypragmaticandreliesoncommonsense.Ifyoucomefromaculturewherecommunicationisverydirect,youmaywishtosoftenyourdemeanourandtonesoasnottoappearthreatening.CommunicationstylesvarymostbetweenAnglophoneandFrancophonepartsofthecountry.FrancophonesaregenerallymoreindirectthanAnglophones,althoughlesssothantheFrench.TheyalsotendtobemoreexuberantthanAnglophones.Anglophonesdonotgenerallyinterruptsomeonewhoisspeaking.Theyconsideritrudenottoletapersoncompletetheirthoughtbeforeenteringthediscussion.Francophonesaremorelikelytointerruptanotherspeaker.Canadianscommunicatemorebythespokenwordratherthannon-verbalexpressions.Non-verbalexpressionsareonlyreallyusedtoaddemphasistoamessageorarepartofanindividualspersonalcommunicationstyle.Canadiansliketheirspaceandprefertobeatanarmslengthwhenspeakingtosomeone.Canadiansarereticenttodiscusstheirpersonalliveswithbusinessassociates.Theyexpectpeopletospeakinastraightforwardmannerandtobeabletobackuptheirclaimswithexamples.Theydonotmakeexaggeratedclaimsandaresuspiciousofsomethingthatsoundstoogoodtobetrue.BusinessMeetingsCanadiansbeginmeetingswithaminimalamountofsmalltalkalthoughoneshouldexpecttospendafewminutesexchangingpleasantriesandthelike.InQuebectheremaybemoretimespentonrelationship-building.Meetingsaregenerallywell-organizedandadheretotimeschedules.Theytendtobeinformalandrelaxedinmannerevenifthesubjectsbeingdiscussedareserious.WhenmeetingwithAnglophones,meetingsmayseemmoredemocraticasallparticipantswillengageandcontribute.MeetingswithFrancophones,duetoagreaterrespectforhierarchyandposition,mayrevolvemorearoundthemostseniorattendees.MeetingsinCanadiancompaniesareusedtoreviewproposals,makeplans,brain-stormandcommunicatedecisions.Attendeeswillgenerallyrepresentavarietyoflevelsandexperiences;allareexpectedtoexpressopinions.Whenpresentinginformation,itisimportanttohavefactsandfigurestosubstantiateclaimsandpromises.Canadiansareessentiallyrationalandlogicalandthustheywillnotbeconvincedbyemotions,passionorfeelings.Activity2True(T)orFalse(F).1.Canadiansappreciatepolitenessandexpectotherstoadheretotheproperprotocolforanygivensituation.2.Canadianscommunicatemorebynon-verbalexpressionsratherthanthespokenword.3.Whenpresentinginformation,itisimportanttohavefactsandfigurestosubstantiateclaimsandpromises.Canadiansareessentiallyrationalandlogicalandthustheywillnotbeconvincedbyemotions,passionorfeelings.TFT3.巴西商务礼仪Relationships&CommunicationBraziliansneedtoknowwhotheyaredoingbusinesswithbeforetheycanworkeffectively.Brazilianspreferface-to-facemeetingstowrittencommunicationasitallowsthemtoknowthepersonwithwhomtheyaredoingbusiness.Theindividualtheydealwithismoreimportantthanthecompany.Sincethisisagroupculture,itisimportantthatyoudonotdoanythingtoembarrassaBrazilian.Criticizinganindividualcausesthatpersontolosefacewiththeothersinthemeeting.Thepersonmakingthecriticismalsolosesface,astheyhavedisobeyedtheunwrittenrule.Communicationisofteninformalanddoesnotrelyonstrictrulesofprotocol.Anyonewhofeelstheyhavesomethingtosaywillgenerallyaddtheiropinion.Itisconsideredacceptabletointerruptsomeonewhoisspeaking.Face-to-face,oralcommunicationispreferredoverwrittencommunication.Atthesametime,whenitcomestobusinessagreements,Braziliansinsistondrawingupdetailedlegalcontracts.BusinessNegotiationExpectquestionsaboutyourcompanysinceBraziliansaremorecomfortabledoingbusinesswithpeopleandcompaniestheyknow.WaitforyourBraziliancolleaguestoraisethebusinesssubject.Neverrushtherelationship-buildingtime.Brazilianstaketimewhennegotiating.Donotrushthemorappearimpatient.Expectagreatdealoftimetobespentreviewingdetails.Oftenthepeopleyounegotiatewithwillnothavedecision-makingauthority.ItisadvisabletohireatranslatorifyourPortugueseisnotfluent.Uselocallawyersandaccountantsfornegotiations.Braziliansresentanoutsidelegalpresence.Brazilianbusinessishierarchical.Decisionsaremadebythehighest-rankingperson.Braziliansnegotiatewithpeoplenotcompanies.Donotchangeyournegotiatingteamoryoumayhavetostartoverfromthebeginning.BusinessMeetingEtiquetteBusinessappointmentsarerequiredandcanoftenbescheduledonshortnotice;however,itisbesttomakethem2to3weeksinadvance.Confirmthemeetinginwriting.Itisnotuncommonforappointmentstobecancelledorchangedatthelastminute.InSaoPauloandBrasiliaitisimportanttoarriveontimeformeetings.InRiodeJaneiroandothercitiesitisacceptabletoarriveafewminuteslateforameeting.Donotappearimpatientifyouarekeptwaiting.Braziliansseetimeassomethingoutsidetheircontrolandthedemandsofrelationshipstakeprecedenceoveradheringtoastrictschedule.Meetingsaregenerallyratherinformal.Expecttobeinterruptedwhileyouarespeakingormakingapresentation.Avoidconfrontations.DonotappearfrustratedwithyourBraziliancolleagues.DressEtiquetteBrazilianspridethemselvesondressingwell.Menshouldwearconservative,darkcolouredbusinesssuits.Three-piecesuitstypicallyindicatethatsomeoneisanexecutive.Womenshouldwearsuitsordressesthatareelegantandfemininewithgoodqualityaccessories.Manicuresareexpected.BusinessCardsBusinesscardsareexchangedduringintroductionswitheveryoneatameeting.Itisadvisable,althoughnotrequired,tohavetheothersideofyourbusinesscardtranslatedintoPortuguese.PresentyourbusinesscardwiththePortuguesesidefacingtherecipient.Activity3True(T)orFalse(F).1.Brazilianspreferface-to-facemeetingstowrittencommunicationasitallowsthemtoknowthepersonwithwhomtheyaredoingbusiness.2.Uselocallawyersandaccountantsfornegotiations.3.Youcantexpecttobeinterruptedwhileyouarespeakingormakingapresentation.TTFTask Three European Countries (United Kingdom, France, Germany, Russia)1.英国商务礼仪GreetingsAfirmhandshakeisthenorm;therearenoissuesovergenderintheUnitedKingdom.Peopleshakeuponmeetingandleaving.Maintaineyecontactduringthegreetingbutavoidanythingprolonged.MostpeopleusethecourtesytitlesorMr.,Mrs.orMissandtheirsurname.Waituntilinvitedbeforemovingtoafirst-namebasis.Peopleundertheageof35maymakethismovemorerapidlythanolderBritish.Businesscardsareexchangedattheinitialintroductionwithoutformalritual.Thebusinesscardmaybeputawaywithonlyacursoryglancesodontbeoffendedifnotmuchattentionispaidtoit.TheBritishCommunicationStyleTheBritishhaveaninterestingmixofcommunicationstylesencompassingbothunderstatementanddirectcommunication.Manyolderbusinesspeopleorthosefromthe“upperclass”relyheavilyuponformaluseofestablishedprotocol.MostBritisharemastersofunderstatementanddonotuseeffusivelanguage.Ifanything,theyhaveamarkedtendencytouse“qualifiers”suchas“perhaps”,“possibly”or“itcouldbe”.Whencommunicatingwithpeopletheyseeasequaltothemselvesinrankorclass,theBritisharedirect,butmodest.Ifcommunicatingwithsomeonetheyknowwell,theirstylemaybemoreinformal,althoughtheywillstillbereserved.Writtencommunicationfollowsstrictrulesofprotocol.Howaletterisclosedvariesdependinguponhowwellthewriterknowstherecipient.Writtencommunicationisalwaysaddressedusingthepersonstitleandtheirsurname.Firstnamesarenotgenerallyusedinwrittencommunication,unlessyouknowthepersonwell.E-mailisnowmuchmorewidespread,howeverthecommunicationstyleremainsmoreformal,atleastinitially,thaninmanyothercountries.MostBritishwillnotuseslangorabbreviationsandwillthinknegativelyifyourcommunicationappearsoverlyfamiliar.BuildingRelationshipsTheBritishcanbequiteformalandsometimesprefertoworkwithpeopleandcompaniestheyknoworwhoareknowntotheirassociates.Theyoungergenerationhoweverisverydifferent;theydonotneedlong-standingpersonalrelationshipsbeforetheydobusinesswithpeopleanddonotrequireanintermediarytomakebusinessintroductions.Nonetheless,networkingandrelationshipbuildingareoftenkeytolong-termbusinesssuccess.MostBritishlookforlong-termrelationshipswithpeopletheydobusinesswithandwillbecautiousifyouappeartobegoingafteraquickdeal.BusinessMeetingsIfyouplantouseanagenda,besuretoforwardittoyourBritishcolleaguesinsufficienttimeforthemtoreviewitandrecommendanychanges.Punctualityisimportantinbusinesssituations.Inmostcases,thepeopleyouaremeetingwillbeontime.Scotsareextremelypunctual.Callifyouwillbeeven5minuteslaterthanagreed.Havingsaidthat,punctualityisoftenamatterofpersonalstyleandemergenciesdoarise.Ifyouarekeptwaitingafewminutes,donotmakeanissueofit.Likewise,ifyouknowthatyouwillbelateitisagoodideatotelephoneandofferyourapologies.Howmeetingsareconductedisoftendeterminedbythecompositionofpeopleattending:Ifeveryoneisatthesamelevel,thereisgenerallyafreeflowofideasandopinions.Ifthereisaseniorrankingpersonintheroom,thatpersonwilldomostofthespeaking.Ingeneral,meetingswillberatherformal:Meetingsalwayshaveaclearlydefinedpurpose,whichmayincludeanagenda.Therewillbeabriefamountofsmalltalkbeforegettingdowntothebusinessathand.Ifyoumakeapresentation,avoidmakingexaggeratedclaims.Makecertainyourpresentationandanymaterialsprovidedappearprofessionalandwellthoughtout.Bepreparedtobackupyourclaimswithfactsandfigures.TheBritishrelyonfacts,ratherthanemotions,tomakedecisions.Maintaineyecontactandafewfeetofpersonalspace.Afterameeting,sendalettersummarizingwhatwasdecidedandthenextstepstobetaken.Activity1True(T)orFalse(F).1.Thebusinesscardmaybeputawaywithonlyacursoryglancesodontbeoffendedifnotmuchattentionispaidtoit.2.MostBritishwillnotuseslangorabbreviationsandwillthinknegativelyifyourcommunicationappearsoverlyfamiliar.3.Makecertainyourpresentationandanymaterialsprovidedappearprofessionalandwellthoughtout.TTT2.法国商务礼仪Relationships&CommunicationFrenchbusinessbehaviouremphasizescourtesyandadegreeofformality.Mutualtrustandrespectisrequiredtogetthingsdone.Trustisearnedthroughproperbehaviour.Creatingawidenetworkofclosepersonalbusinessalliancesisveryimportant.IfyoudonotspeakFrench,anapologyfornotknowingtheirlanguagemayaidindevelopingarelationship.Itisalwaysagoodideatolearnafewkeyphrases,sinceitdemonstratesaninterestinalong-termrelationship.ThewayaFrenchpersoncommunicatesisoftenpredicatedbytheirsocialstatus,educationlevel,andwhichpartofthecountrytheywereraised.Inbusiness,theFrenchoftenappearextremelydirectbecausetheyarenotafraidofaskingprobingquestions.Writtencommunicationisformal.SecretariesoftenschedulemeetingsandmaybeusedtorelayinformationfromyourFrenchbusinesscolleagues.BusinessMeetingsEtiquetteAppointmentsarenecessaryandshouldbemadeatleast2weeksinadvance.Appointmentsmaybemadeinwritingorbytelephoneand,dependinguponthelevelofthepersonyouaremeeting,areoftenhandledbythesecretary.DonottrytoschedulemeetingsduringJulyorAugust,asthisisacommonvacationperiod.Ifyouexpecttobedelayed,telephoneimmediatelyandofferanexplanation.Meetingsaretodiscussissues,nottomakedecisions.Avoidexaggeratedclaims,astheFrenchdonotappreciatehyperbole.BusinessNegotiationFrenchbusinessemphasizescourtesyandafairdegreeofformality.Waittobetoldwheretosit.Maintaindirecteyecontactwhilespeaking.Businessisconductedslowly.Youwillhavetobepatientandnotappearruffledbythestrictadherencetoprotocol.Avoidconfrontationalbehaviourorhigh-pressuretactics.Itcanbecounterproductive.TheFrenchwillcarefullyanalyzeeverydetailofaproposal,regardlessofhowminute.Businessishierarchical.Decisionsaregenerallymadeatthetopofthecompany.TheFrenchareoftenimpressedwithgooddebatingskillsthatdemonstrateanintellectualgraspofthesituationandalltheramifications.Neverattempttobeoverlyfriendly.TheFrenchgenerallycompartmentalizetheirbusinessandpersonallives.Discussionsmaybeheatedandintense.High-pressuresalestacticsshouldbeavoided.TheFrencharemorereceptivetoalow-key,logicalpresentationthatexplainstheadvantagesofaproposalinfull.Whenanagreementisreached,theFrenchmayinsistitbeformalizedinanextremelycomprehensive,preciselywordedcontract.DressEtiquetteBusinessdressisunderstatedandstylish.Menshouldweardark-coloured,conservativebusinesssuitsfortheinitialmeeting.Womenshouldweareitherbusinesssuitsorelegantdressesinsoftcolours.TheFrenchlikethefinerthingsinlife,soweargoodqualityaccessories.BusinessCardsBusinesscardsareexchangedaftertheinitialintroductionswithoutformalritual.HavetheothersideofyourbusinesscardtranslatedintoFrench.Althoughnotabusinessnecessity,itdemonstratesanattentiontodetailthatwillbeappreciated.Includeanyadvancedacademicdegreesonyourbusinesscard.Frenchbusinesscardsareoftenabitlargerthaninmanyothercountries.Activity2True(T)orFalse(F).1. Trustisearnedthroughproperbehaviour.2. DonottrytoschedulemeetingsduringJulyorAugust,asthisisacommonvacationperiod.3. TheFrencharenotimpressedwithgooddebatingskills.TTF3.德国商务礼仪Relationships&CommunicationsGermansdonotneedapersonalrelationshipinordertodobusiness.Theywillbeinterestedinyouracademiccredentialsandtheamountoftimeyourcompanyhasbeeninbusiness.Germansdisplaygreatdeferencetopeopleinauthority,soitisimperativethattheyunderstandyourlevelrelativetotheirown.Germansdonothaveanopen-doorpolicy.Peopleoftenworkwiththeirofficedoorclosed.Knockandwaittobeinvitedinbeforeentering.Germancommunicationisformal.Followingtheestablishedprotocoliscriticaltobuildingandmaintainingbusinessrelationships.Asagroup,Germansaresuspiciousofhyperbole,promisesthatsoundtoogoodtobetrue,ordisplaysofemotion.Germanswillbedirecttothepointofbluntness.Expectagreatdealofwrittencommunication,bothtobackupdecisionsandtomaintainarecordofdecisionsanddiscussions.BusinessMeetingEtiquetteAppointmentsaremandatoryandshouldbemade1to2weeksinadvance.Lettersshouldbeaddressedtothetoppersoninthefunctionalarea,includingthepersonsnameaswellastheirproperbusinesstitle.Ifyouwritetoscheduleanappointment,thelettershouldbewritteninGerman.Punctualityistakenextremelyseriously.Ifyouexpecttobedelayed,telephoneimmediatelyandofferanexplanation.Itisextremelyrudetocancelameetingatthelastminuteanditcouldjeopardizeyourbusinessrelationship.Meetingsaregenerallyformal.Initialmeetingsareusedtogettoknoweachother.TheyallowyourGermancolleaguestodetermineifyouaretrustworthy.Meetingsadheretostrictagendas,includingstartingandendingtimes.Maintaindirecteyecontactwhilespeaking.AlthoughEnglishmaybespoken,itisagoodideatohireaninterpretersoastoavoidanymisunderstandings.Attheendofameeting,someGermanssignaltheirapprovalbyrappingtheirknucklesonthetabletop.Thereisastrictprotocoltofollowwhenenteringaroom:Theeldestorhighestrankingpersonenterstheroomfirst.Menenterbeforewomen,iftheirageandstatusareroughlyequivalent.BusinessNegotiationDonotsituntilinvitedandtoldwheretosit.Thereisarigidprotocoltobefollowed.Meetingsadheretostrictagendas,includingstartingandendingtimes.Treattheprocesswiththeformalitythatitdeserves.Germanyisheavilyregulatedandextremelybureaucratic.Germansprefertogetdowntobusinessandonlyengageinthebriefestofsmalltalk.Theywillbeinterestedinyourcredentials.MakesureyourprintedmaterialisavailableinbothEnglishandGerman.Contractsarestrictlyfollowed.Youmustbepatientandnotappearruffledbythestrictadherencetoprotocol.Germansaredetail-orientedandwanttounderstandeveryinnuendobeforecomingtoanagreement.Businessishierarchical.Decision-makingisheldatthetopofthecompany.Finaldecisionsaretranslatedintorigorous,comprehensiveactionstepsthatyoucanexpectwillbecarriedouttotheletter.Avoidconfrontationalbehaviourorhigh-pressuretactics.Itcanbecounterproductive.Onceadecisionismade,itwillnotbechanged.DressEtiquetteBusinessdressisunderstated,formalandconservative.Menshouldweardarkcoloured,conservativebusinesssuits.Womenshouldweareitherbusinesssuitsorconservativedresses.Donotwearostentatiousjewelleryoraccessories.Activity3True(T)orFalse(F).1.Germansdonotneedapersonalrelationshipinordertodobusiness.2.Meetingsadheretostrictagendas,includingstartingandendingtimes.3.Onceadecisionismade,itwillnotbechanged.TTT4.俄罗斯商务礼仪Relationships&CommunicationRussiansaretransactionalanddonotneedtoestablishlong-standingpersonalrelationshipsbeforetheydobusinesswithpeople.Itisstillagoodideatodevelopanetworkofpeoplewhoyouknowandtrust.TheRussianword“svyasi”meansconnectionsandreferstohavingfriendsinhighplaces,whichisoftenrequiredtocutthroughredtape.Patienceisessential.Itisbesttoerronthesideofformalitywhenyoufirstmakecontact.Sincerityiscrucialasitisrequiredtobuildtrust,andtrustisneededtobuildarelationship.MostRussiansdonottrustpeoplewhoare“allbusiness”.Anindicationthatyouhavesuccessfullydevelopedapersonalrelationshipisbeingaskedforafavourbythatperson.BusinessMeetingEtiquetteAppointmentsarenecessaryandshouldbemadeasfarinadvanceaspossible.Itoftentakesroughly6weekstoarrangeameetingwithagovernmentofficial.Confirmthemeetingwhenyouarriveinthecountryandagainadayortwoinadvance.ThefirstweekofMayhasseveralpublicholidayssoitisbestavoided.Youshouldarrivepunctuallyformeetings.TypicalRussianschedulesareconstantlychangingandeverythingtakeslongerthanexpected,sobepreparedtobekeptwaiting.Meetingscanbecancelledonshortnotice.Thefirstmeetingisoftenavehicletodetermineifyouandthecompanyyourepresentarecredibleandworthyofconsiderationforfuturebusinessdealings.Usethetimeeffectivelytodemonstratewhatdifferentiatesyourcompanyfromthecompetition.Expectalongperiodofsocializingandgetting-to-know-youconversationbeforebusinessisdiscussed.HaveallprintedmaterialavailableinbothEnglishandRussian.Russiansexpectlonganddetailedpresentationsthatincludeahistoryofthesubjectandareviewofexistingprecedents.Meetingsarefrequentlyinterrupted.Itiscommonforseveralsideconversationsthathavenothingtodowiththetopicofthemeetingtobecarriedonduringthemeeting.Attheendofthemeeting,expecttosigna“protocol”,whichisasummaryofwhatwasdiscussed.BusinessNegotiationMeetingsandnegotiationsareslow.Russiansdonotlikebeingrushed.Itisagoodideatoincludetechnicalexpertsonyournegotiatingteam.HierarchyisimportanttoRussians.Theyrespectage,rankandposition.Themostseniorpersonreachesdecisions.Russianexecutivesprefertomeetwithpeopleofsimilarrankandposition.Russiansseenegotiationsaswin-lose.Theydonotbelieveinwin-winscenarios.HavewrittenmaterialsavailableinbothEnglishandRussian.Russiansviewcompromiseasweakness.Theywillcontinuenegotiatinguntilyouofferconcessions.Russiansmaylosetheirtemper,walkoutofthemeeting,orthreatentoterminatetherelationshipinanattempttocoerceyoutochangeyourposition.Russiansoftenusetimeasatactic,especiallyiftheyknowthatyouhaveadeadline.Becautiousaboutlettingyourbusinesscolleaguesknowthatyouareundertimepressureortheywilldelayevenmore.Nothingisfinaluntilthecontractissigned.Eventhen,Russianswillmodifyacontracttosuittheirpurposes.Donotusehigh-pressuresalestacticsastheywillworkagainstyou.DressEtiquetteBusinessdressisformalandconservative.Menshouldwearbusinesssuits.Womenshouldwearsubduedcolouredbusinesssuitswithskirtsthatcovertheknees.Shoesshouldbehighlypolished.BusinessCardsBusinesscardsareexchangedaftertheinitialintroductionswithoutformalritual.HaveonesideofyourbusinesscardtranslatedintoRussianusingCyrillictext.Includeadvanceduniversitydegreesonyourbusinesscard.HandyourbusinesscardsotheRussiansideisreadabletotherecipient.Ifsomeonedoesnothaveabusinesscard,notetheirpertinentinformation.Activity3True(T)orFalse(F).1.TheRussianword“svyasi”meansconnectionsandreferstohavingfriendsinhighplaces,whichisoftenrequiredtocutthroughredtape.2.TypicalRussianschedulesareconstantlychangingandeverythingtakeslongerthanexpected,sobepreparedtobekeptwaiting.3.Russiansseenegotiationsaswin-lose.Theydonotbelieveinwin-winscenarios.TTTTask Four African Countries (Egypt, South Africa)1.埃及商务礼仪Relationships&CommunicationEgyptiansprefertodobusinesswiththosetheyknowandrespect,thereforeexpecttospendtimecultivatingapersonalrelationshipbeforebusinessisconducted.Whoyouknowismoreimportantthanwhatyouknow,soitisimportanttonetworkandcultivateanumberofcontacts.Expecttobeofferedcoffeeorteawheneveryoumeetsomeone,asthisdemonstrateshospitality.Evenifyoudonottakeasip,alwaysacceptthebeverage.Decliningtheofferisviewedasrejectingtheperson.SinceEgyptiansjudgepeopleonappearances,weargoodqualityconservativeclothesandpresentyourselfwellatalltimes.Egyptiansbelievedirecteyecontactisasignofhonestyandsincerity,sobepreparedfordisconcertinglyintensestares.Egyptiansareemotiveandusehandgestureswhentheyareexcited.Ingeneral,theyspeaksoftly,althoughtheymayalsoshoutorpoundthetable.Thisisnotindicativeofanger;itismerelyanattempttodemonstrateapoint.Youshoulddemonstratedeferencetothemostseniorpersoninthegroup,whowillalsobetheirspokesperson.Thisisacountrywherehierarchyandrankareveryimportant.BusinessMeetingEtiquetteAppointmentsarenecessaryandshouldbemadeinadvance.Confirmthemeetingoneweekinadvance,eitherinwritingorbytelephone.Reconfirmagainadayortwobeforethemeeting.Meetingsaregenerallynotprivateunlessthereisaneedtodiscussmattersconfidentially.Ingeneral,Egyptianshaveanopen-doorpolicy,evenwhentheyareinameeting.Thismeansyoumayexperiencefrequentinterruptions.Othersmayevenwanderintotheroomandstartadifferentdiscussion.Youmayjoinin,butdonottrytobringthetopicbacktotheoriginaldiscussionuntilthenewpersonleaves.High-levelgovernmentofficialsoftenadheretomorewesternbusinesspracticesandholdprivatemeetingswithoutinterruptions.Businessmeetingsgenerallystartafterprolongedinquiriesabouthealth,family,etc.Ifyousendanagendaandpresentationmaterialsinadvanceofthemeeting,sendbothanEnglishandEgyptianArabictranslation.BusinessNegotiationThesocialsideofbusinessisveryimportant.Egyptiansmustknowandlikeyoutoconductbusiness.Personalrelationshipsarenecessaryforlong-termbusiness.Businessishierarchical.Thehighestrankingpersonmakesdecisions,afterobtaininggroupconsensus.Decisionsarereachedaftergreatdeliberation.Ifthegovernmentisinvolved,discussionswilltakeevenlongersinceapprovalmustoftenbegivenbytheministersofseveraldepartments.Businessmovesataslowpace.Thesocietyisextremelybureaucratic.Itmaytakeseveralvisitstoaccomplishasimpletask.ItisadvisabletoincludeolderpeoplewithimpressivetitlesinyourteamsinceEgyptiansrespectageandexperience.Expectafairamountofhaggling.Egyptiansseldomseeanofferasfinal.Egyptiansdonotlikeconfrontationandabhorsaying“no”.Iftheydonotrespond,itusuallyisanegativesign.Alwaysincluderesearchanddocumentationtosupportyourclaims.Donotusehigh-pressuretactics.Egyptiansaretoughnegotiators.DressEtiquetteBusinessattireisformalandconservative.Dresswellifyouwanttomakeagoodimpression.Menshouldweardark-coloured,lightweight,conservativebusinesssuits,atleasttothefirstmeeting.Menshouldavoidwearingvisiblejewellery,especiallyaroundthefaceandneck.Womenmustbecarefultocoverthemselvesappropriately.Skirtsanddressesshouldcoverthekneeandsleevesshouldcovermostofthearm.BusinessCardsBusinesscardsaregivenwithoutformalritual.HaveonesideofyourcardtranslatedintoEgyptianArabic.Alwayshandthecardsotherecipientmayreadit.Makeapointofstudyinganybusinesscardyoureceivebeforeputtingintoyourbusinesscardcase.Activity1True(T)orFalse(F).1.Whoyouknowismoreimportantthanwhatyouknow,soitisimportanttonetworkandcultivateanumberofcontacts.2.Ingeneral,Egyptianshaveanopen-doorpolicy,evenwhentheyareinameeting.Thismeansyoumayexperiencefrequentinterruptions.High-levelgovernmentofficialsoftenadheretomorewesternbusinesspracticesandholdprivatemeetingswithoutinterruptions.3.Egyptiansaretendernegotiators.TTF2.南非商务礼仪Relationships&CommunicationSouthAfricansaretransactionalanddonotneedtoestablishlong-standingpersonalrelationshipsbeforeconductingbusiness.IfyourcompanyisnotknowninSouthAfrica,amoreformalintroductionmayhelpyougainaccesstodecision-makersandnotbeshuntedofftogatekeepers.Networkingandrelationshipbuildingarecrucialforlong-termbusinesssuccess.Relationshipsarebuiltintheoffice.Mostbusinessmenarelookingforlong-termbusinessrelationships.Althoughthecountryleanstowardsegalitarianism,businesspeoplerespectseniorexecutivesandthosewhohaveattainedtheirpositionthroughhardworkandperseverance.Therearemajordifferencesincommunicationstylesdependingupontheindividualsculturalheritage.Forthemostpart,SouthAfricanswanttomaintainharmoniousworkingrelationships,sotheyavoidconfrontations.Theyoftenusemetaphorsandsportsanalogiestodemonstrateapoint.MostSouthAfricans,regardlessofethnicity,preferface-to-facemeetingstomoreimpersonalcommunicationmediumssuchasemail,letterortelephone.BusinessMeetingEtiquetteAppointmentsarenecessaryandshouldbemadeasfarinadvanceaspossible.Itmaybedifficulttoarrangemeetingswithseniorlevelmanagersonshortnotice,althoughyoumaybeabletodosowithlower-levelmanagers.ItisoftendifficulttoschedulemeetingsfrommidDecembertomidJanuaryorthetwoweekssurroundingEaster,astheseareprimevacationtimes.Personalrelationshipsareimportant.Theinitialmeetingisoftenusedtoestablishapersonalrapportandtodetermineifyouaretrustworthy.Afterameeting,sendalettersummarizingwhatwasdecidedandthenextsteps.BusinessNegotiationItisimperativetodevelopmutualtrustbeforenegotiating.Womenhaveyettoattainseniorlevelpositions.DonotinterruptaSouthAfricanwhiletheyarespeaking.SouthAfricansstriveforconsensusandwin-winsituations.Includedeliverydatesincontracts.Deadlinesareoftenviewedasfluidratherthanfirmcommitments.Startnegotiatingwitharealisticfigure.SouthAfricansdonotlikehagglingoverprice.Decision-makingmaybeconcentratedatthetopofthecompanyanddecisionsareoftenmadeafterconsultationwithsubordinates,sotheprocesscanbeslowandprotracted.DressEtiquetteBusinessattireisbecomingmoreinformalinmanycompanies.However,forthefirstmeeting,itisbesttodressmoreconservatively.Menshouldweardark-colouredconservativebusinesssuits.Womenshouldwearelegantbusinesssuitsordresses.Activity2True(T)orFalse(F).1. Relationshipsarebuiltoutoftheoffice.2. Personalrelationshipsareimportant.Theinitialmeetingisoftenusedtoestablishapersonalrapportandtodetermineifyouaretrustworthy.3. DonotinterruptaSouthAfricanwhiletheyarespeaking.FTTTask Five Oceania Countries (Australia, New Zealand)1.澳大利亚商务礼仪Relationships&CommunicationAustraliansareverymatteroffactwhenitcomestobusinesssodonotneedlong-standingpersonalrelationshipsbeforetheydobusinesswithpeople.Australiansareverydirectinthewaytheycommunicate.Thereisoftenanelementofhumour,oftenself-deprecating,intheirspeech.Aussiesoftenusecolourfullanguagethatwouldbeunthinkableinothercountries.BusinessMeetingEtiquetteAppointmentsarenecessaryandrelativelyeasytoschedule.Theyshouldbemadewithasmuchleadtimeaspossible.Punctualityisimportantinbusinesssituations.Itisbettertoarriveafewminutesearlythantokeepsomeonewaiting.Meetingsaregenerallyrelaxed;however,theyareseriousevents.IfanAustraliantakesexceptiontosomethingthatyousay,theywilltellyouso.Ifyoumakeapresentation,avoidhype,makingexaggeratedclaims,orbellsandwhistles.Presentyourbusinesscasewithfactsandfigures.EmotionsandfeelingsarenotimportantintheAustralianbusinessclimate.NegotiationandDecisionMakingAustraliansgetdowntobusinessquicklywithaminimumamountofsmalltalk.Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbytoomuchdetail.Negotiationsproceedquickly.Bargainingisnotcustomary.Theywillexpectyourinitialproposaltohaveonlyasmallmarginfornegotiation.Theydonotlikehigh-pressuretechniques.Decision-makingisconcentratedatthetopofthecompany,althoughdecisionsaremadeafterconsultationwithsubordinates,whichcanmakedecisionmakingslowandprotracted.WhattoWearBusinessdressisconservativeinMelbourneandSydney.Menshouldwearadarkcoloured,conservativebusinesssuit.Womenshouldwearasmartdressorabusinesssuit.InBrisbaneorothertropicalareas,dependingonthejobfunctionandcompanyculture,menmaywearshirts,tiesandBermudashorts.BusinessCardsBusinesscardsareexchangedattheinitialintroductionwithoutformalritual.Ifyouarenotgivenabusinesscard,itisnotaninsult;thepersonsimplymaynothaveone.Activity1True(T)orFalse(F).1.Meetingsaregenerallyrelaxed;however,theyareseriousevents.2.Negotiationsproceedquickly.Bargainingiscustomary.Theywillexpectyourinitialproposaltohaveonlyalargemarginfornegotiation.3.Ifyouarenotgivenabusinesscard,itisnotaninsult;thepersonsimplymaynothaveone.TFT2.新西兰商务礼仪Relationships&CommunicationNewZealanderscanbesomewhatreserved,especiallywithpeopletheydonotknow.Oncetheydevelopapersonalrelationship,theyarefriendly,outgoingandsocial.Donotappeartooforwardoroverlyfriendly.Theyrespectpeoplewhoarehonest,direct,anddemonstrateasenseofhumour.Theytrustpeopleuntiltheyaregivenareasonnotto.Ifthishappensinbusinessthebreachwillbedifficulttorepairandbusinessdealingsmayceaseorbecomemoredifficult.BusinessMeetingEtiquetteAppointmentsareusuallynecessaryandshouldbemadeatleastoneweekinadvancebytelephone,faxoremail.Itisgenerallyeasytoschedulemeetingswithseniorlevelmanagersifyouarecomingfromanothercountryifthemeetingisplannedwellinadvance.ItcanbedifficulttoschedulemeetingsinDecemberandJanuarysincethesearetheprimemonthsforsummervacation.Arriveatmeetingsontimeorevenafewminutesearly.Ifyoudonotarriveontime,yourbehaviourmaybeinterpretedasindicatingthatyouareunreliableorthatyouthinkyourtimeismoreimportantthanthepersonwithwhomyouaremeeting.Meetingsaregenerallyrelaxed;however,theyareseriousevents.Expectabriefamountofsmalltalkbeforegettingdowntothematterathand.Ifyoumakeapresentation,avoidhype,exaggeratedclaims,hyperbole,andbellsandwhistles.NewZealandersareinterestedinwhatpeople“cando”notwhattheysaytheycando.Presentyourbusinesscasewithfactsandfigures.EmotionsandfeelingsarenotimportantintheNewZealandbusinessclimate.Maintaineyecontactandafewfeetofpersonalspace.BusinessNegotiationThenegotiatingprocesstakestime.Donotattempthigh-pressuresalestactics.Demonstratethebenefitsofyourservicesorproductsratherthantalkingaboutthem.Startyournegotiationswitharealisticfigure.Sincethisisnotabargainingculture,NewZealandersdonotexpecttohaggleoverprice.Kiwislookforvaluefortheirmoney.Donotmakepromisesyoucannotkeeporofferunrealisticproposals.Kiwisdonotgenerallytrustpeoplewhohavetooversell!Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbymoredetailthanisrequired.Agreementsandproposalsmuststateallpointsclearly.Alltermsandconditionsshouldbeexplainedindetail.Sticktothepointwhilespeaking.Kiwisappreciatehonestyanddirectnessinbusinessdealings.Activity2True(T)orFalse(F).1.Theytrustpeopleuntiltheyaregivenareasonnotto.Ifthishappensinbusinessthebreachwillbedifficulttorepairandbusinessdealingsmayceaseorbecomemoredifficult.2.ItcanbedifficulttoschedulemeetingsinDecemberandJanuarysincethesearetheprimemonthsforwintervacation.3.NewZealandersareinterestedinwhatpeople“cando”notwhattheysaytheycando.TFT1. Exercise for new words in this Module.Directions: explain the new words in English by your understanding.1)tantrum2)obnoxious3)recipient4)prerogative5)inscription6)patronize Exercise for Module 2答案：1)tantrumn.asuddenperiodofuncontrolledangerlikeayoungchilds发脾气2)obnoxiousa.veryunpleasantorrude令人讨厌的3)recipientn.apersonwhoreceivessomething接受者4)prerogativen.somethingwhichsomepeopleareableorallowedtodoorhave,butwhichisnotpossibleorallowedforeveryone特权；君权5)inscriptionn.wordsthatarewrittenorcutinsomething题词6)patronizev.tospeaktoorbehavetowardssomeoneasiftheyarestupidornotimportant惠顾；资助2. Dialogue.Directions: imitate the speakers and make a role play with your partner.Joan:Sure,Jeff.YouknowthatIpreferdirecttalk.Jeff:IwasreallysurprisedbytheChiefExecutivestablemanners.Joan: TobehonestJeff,sowasI.Jeff:Itgoestoshowthatjustbecausesomeoneisrichandsuccessful,doesntmakethemperfect.Joan: Idratherhavegoodtablemannersthanalltherichesintheworld!结束语结束语谢谢大家聆听！谢谢大家聆听！87