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Chapter SixEtiquette in Business CommunicationIntroductionsMentionauthorityfiguresfirstandintroduceotherstothem.Introduceayoungerpersontoanolderperson.Alwaysstandup.Alwaysshakehands.IntroducelowerrankingpersontohigherIntroducelowerrankingpersontohigherrankingperson.Includeusefulinformationrankingperson.IncludeusefulinformationFather Graham,may I introduce Libby Smith,our new assistant director of diversity.She recently earned her MA in Human Resources at Indiana University.Father Graham has served as President of Xavier University for the past 6 years.Recently,US News&World Report ranked Xavier as the 2nd best comprehensive university in the Midwest.InteractivemomentIngroupsof3-4,introduceeachmembersofthegrouptooneanother.RememberingnamesGetbusinesscardsfromeveryoneyoumeetandmakesnotesonitaboutwhenyoumet,whatyouhadincommon,anddetailsabouttheperson,includingnamesofchildren.Prefertheformaltotheinformal,especiallywitholderandhigherrankingpeopleAvoidsaying,“Imsorry,Ihaveforgottenyourname”Instead,say“Helpmeout,yournamewasonthetipofmytongueandImustbehavingaseniormoment.SpeakwithauthorityEvenwhenaskingquestions,haveyourvoiceendonwithadownwardinflection.Say“Whattimeisthemeeting?”oncewithvoiceraisingattheendandonewithvoiceendingwithadownwardinflection.Writewithauthoritativelyandpositivelyandconcisely,pp.4-1ffinworkbookAuthoritativelanguagePositivelanguageConciselanguageBusiness CommunicationTelephonecallsNotesofAppreciationPhoneCallsandVoiceMailBeepers,CellularPhones,andPortablesTelephone EtiquetteIdentifyyourselfandyourcompany.Askthepersonifheorshehastimetotalk.Makecallsduringnormalbusinesshours.Returncallsthesameday.Neverputsomeoneonholdwithoutaskingpermission.DontdootherworkwhileonthephoneBecourteousofotherswhenscreeningcalls.General Dos and DontsOutlinepointsyouwanttomakepriortoplacingacall.Ifyourpartyisnotthere,leaveabriefmessageandrequestatelephoneappointment.Ifyourpartyanswers,identifyyourself,sticktoyouroutlineandthankthepersonattheendofthecall.ConferencecallsPrepareBerespectfulBeinclusiveKeepmovingGetcommitmentsVoice MailIdentifyyourselfandyourreturnnumberimmediately.Bebriefandtothepoint.Whatyouwant,whyitisofmutualinterest,details,next steps.Leavereturnnumberagain.Recordyourownconciseoutgoingmessage.MakesureyousoundupbeatandoptimisticYourvoice-mailrecordingStartwithanupbeatgreetingIndicatehowthecallercangetaresponseCloseonapositivenote(Makeitagreatday!)DonothaveacutemessagebackgroundmusicalongintroductorycommentbeforethebeepInteractionWhatarethedifferencesinimpressionsyoumakewhenyouuseeachofthefollowingmedia:voicemailmessagee-mailmessagebusinesslettertelephonecalllimpactoflnormalcalllspeakingfromortoaspeakerphonelcallwaitinginterruptionsBeepers,Cellular Phones,and PortablesLimittheuse.Putonvibrateorsilent.Notes of AppreciationThankYouLetterofCommendationMemosofRecognitionIcebreakersWhenvisitinganoffice,payattentiontohowtheofficeisdecorated.Lookforcluesthatwillallowyoutocomplimenttheotherpersononsomethingnon-controversialAvoidpolitics,religion,howmuchyouearn,ornegativecommunicationsuchascommentsaboutacompanyorpeopleInteractivemomentInsmallgroups,identifysomethinginyourofficedcorthatperceptivevisitorscouldidentifythatwouldallowthemtocomplimentyouorstartaconversationaboutatopicthatstirsfeelingsofpridewithinyou.MeetingEtiquetteBeforethemeetingStartingthemeetingAfterthemeetingEtiquette at Business Meetings:Before the MeetingArriveearlytomakesuremeetingroomissetupcorrectly.Putagendasinplace.Providefordrinksandalightsnack.Standnearthedoortothankeachpersonwhoarrives.Askwhatissuesareofparticularinteresttothem.IntroducenewmemberstoexistingmembersEtiquette at Business Meetings:Starting the MeetingAsknewmembersofgrouptointroducethemselves.Askhistoricalmemberstogivetheirnamesandpositions.Previewtheagendaandsetatimelimitforeachitem,includingtimeattheendofthemeetingtocomebacktoissues.Etiquette at Business Meetings:During the MeetingAsknon-contributingmembersiftheydliketoaddtheirperspectives.Note:Interestingly,research shows talkative members welcome the comments of othersand shy members value inclusion in the conversation.Etiquette at Business Meetings:Ending the MeetingSummarizeagreeduponactions,responsibilitiesandtiming,laterwrittenasminutesanddistributedtorelevantparties.Thankgroupandguestsfortheirtimeandcontributions.ContentslGreeting Etiquette and Seeing Off Etiquette lBusiness Meeting EtiquettelDinner Party Etiquette and Dress EtiquettelEtiquette of Signing AgreementDinner Party Etiquette and Dress EtiquettelDinnerPartyEtiquettelDressEtiquetteDinner Party EtiquettelOn invitationlBeing timeconscious lOn arrivallSeating lReady to eatlCommunicationlToastlTaking off coatlAt tableAt Table1.Maintainanaturalsittingpostureandkeepproperdistancebetweenyourbodyandthetable.2.Trytokeepthetablecleanwhileeating.3.Placeyournapkinonyourlap;donotusenapkintocleanyourfaceortakefoodfromyourmouth.4.Whencuttingmeat,holdtheknifeinyourrighthandandtheforkinyourlefthand,avoidmakingnoise.5.Cutthemeatonepieceatatimeandeatitwiththefork.6.Puttheknifeandforkintheplatewhenyoufinishacourse.7.Donotuseaspoontoeat;itisforsouponly.8.Besuretosampleallthefoodservedtoyou.Finishthefoodinyourplate.9.Donottalkwhenyouhavefoodinthemouth.10.Avoidtalkingtoyourneighborwhenheorshehasfoodinthemouth.Food and Drink TabooslMuslims:donotdrinkalcohol,noteatporkproducts,avoidshellfish.lHindus:avoidbeefandpork,strictvegetarianslBuddhists:strictvegetariansvKnowingthefundamentalelementoflocalbusinessprotocolshowsyouareaseriousandcommittedpotentialpartner.EtiquetteinDifferentCountrieslBrazillArgentinalIndonesialJapanlMiddaythenormaltimeforthemainmeal.Alightmealiscommonatnight,unlessentertainingformally.lInBrazil,restaurantentertainmentprevailsversusathome.lIfentertainedinthehome,itispolitetosendflowerstothehostessthenextday,withathank-younote.lPurpleflowersareextensivelyusedatfunerals,sobecautiouswhengivingsomeonepurpleflowers.VioletsareOKtogive.lTippingistypically10%inBrazil.BrazilArgentinalBusinessdinnersarepopularandareusuallyheldinrestaurants.lTenderbeefandredwinearevirtualnationalsymbols.Americanbeefandredwinecomparepoorlytotheirs.lLongmealsandconversationisthenorm.CrossingtheknifeandforksignalIamfinished.Whendining,keepyourhandsonthetable,notinyourlap.Indonesia印度尼西亚lLeavingfoodonyourplatesignifiesyouareimpolite,soeatallthefoodyouareserved.lOnlyuseyourrighthandforeating,whentouchingsomeone,orhandlingmoney/papers.lTalkingisimpolitewhileeatingdinner.lConversationisreservedforbeforeorafterthemeal.JapanlThewordfortoastingiskampai,pronouncedkahm-pie.Whentoasting,theglassisneverleftunfilled.DrinkingisanimportantpartofJapaneseculture.Itisawaytorelievebusinessstress.lNeverpouradrinkyourself;alwaysallowsomeoneelsetodoitforyou.lMostbusinessentertainingisdoneinrestaurantsorbarsafterbusinesshours.Ofteninkaraokeorhostessbars.Businesswomenshouldnotattendhostessbars.“lLetthehostorderthemealandpay.Businessmaybediscussedatdinnerduringtheseevents.lJapaneserarelyentertaininthehome.IfyouareinvitedtothehomeofyourJapanesehost,consideritagreathonoranddisplayatremendousamountofappreciation.lItisperfectlyacceptabletoslurpyournoodles.Doingsowillexhibityourenjoymentofyourfood.Todootherwise,indicatesthatyourmealwasnotapleasantone.lThenumber14isbadluck,becauseinJapaneseitsoundslikethewordfordeath.lTippingisnotexpected.Dress EtiquettelFormal Business DresslBusiness CasuallCasuallDress codes in different countriesFormal Business DresslBoth Men and WomenShouldalwayswearasuit.Considerdarknavyandgray.lWomenShouldavoidwearingseveralpiecesofjewelryMakesureskirtsareatleastkneelength.Womenshouldalwayswearhose,andshoeswithheels.Business CasuallMen:ShouldavoidKhakipantsand“loudprint”shirts.lWomen:Shouldconsiderwearingbusinessskirtswithappropriateblouses,suchassilks,polyester,orrayonwithattractiveprints.CasuallMenlWomenDressCodelLatinAmericafocusonstyleandqualityofapparelandaccessories.lMiddleEastjudgeoneonqualityandpriceofonesbriefcase,watch,penandjewelry.lGermansfeelcomfortablewithmenwhoseshoesarebrightlypolished.lAmericanspayattentiontotheconditionofonesteeth.lInMuslimcountries,femalevisitorsshoulddresssoastoshowlittlebareskin.DressCodesinDifferentCountrieslIndonesialJapanlGreatBritainlFrancelEgyptIndonesialWomenshouldwearlong-sleeveblousesandskirtsthatcovertheknee.lWomenmeetinginamoreformalofficeshouldwearasuitwithhosiery.lWomenarelimitedtoclothingcolorsthataremutedordark.Leavebrightlycoloredclothingathome.lWomenmustalwayscovertheirupperarmswhenwearingacasualblouse.JapanlThosewhodressaccordingtotheirstatusorpositionimpresstheJapanese.Dresstoimpress.lCasualdressisneverappropriateinabusinesssetting.lShoesshouldbeeasytoremove,asyouwilldosooften.Slip-onsarethebestchoice.lWomensdressshouldbeconservative.Littleemphasisshouldbeplacedonaccessories.Theyshouldbeminimal.lWomenshouldnotwearpantsinabusinesssituation.Japanesementendtofinditoffensive.lWomenshouldonlywearlow-heeledshoestoavoidtoweringovermen.lAkimonoshouldbewrappedleftoverrighttodootherwisesymbolizesdeath.GreatBritainlDarksuits,usuallyblack,blue,orgray,arequiteacceptable.lMensshirtsshouldnothavepockets;iftheydo,thepocketsshouldalwaysbekeptempty.Additionally,menshouldwearsolidorpatternedties,whileavoidingstripedties.lMenwearlacedshoes,notloafers.lBusinesswomenarenotaslimitedtocolorsandstylesasmenare,thoughitisstillimportanttomaintainaconservativeimage.FrancelTheFrenchareveryconscientiousoftheirappearance.lPatternedfabricsanddarkcolorsaremostacceptable,butavoidbrightcolors.lWomenshouldalsodressconservatively.Avoidingbrightorgaudycolorsisrecommended.EgyptlForeignersareexpectedtoabidebylocalstandardsofmodestyhowever,donotadoptnativeclothing.Traditionalclothesonforeignersmaybeoffensive.lMenshouldwearlongpantsandashirt,preferablylong-sleeved,buttoneduptothecollar.Menshouldalsoavoidwearingvisiblejewelry,particularlyaroundtheneck.lWomenshouldalwayswearmodestclothinginpublic.Etiquette of Signing AgreementlSigning ceremony occasions lPreparation of signing ceremonylProcedure of signing ceremonylBusiness gifts SigningCeremonyOccasions1.Twoormorenationsreachanagreement;2.Duringhisvisit,theleaderofanationandtheheadofthehostcountryagreeuponcertaintopicsandtheydecidetoissuejointcommuniquorjointstatement;3.Localbusiness,economicentities,manufacturers,culturalexchangeorganizations,importandexportcompaniesandthelikereachanagreement.Preparation of Signing Ceremonyl1.Determinethesigner.l2.Documentationpreparation.l3.Thearrangementofthesigninghall.Procedure of Signing Ceremony1.Participantsfrombothpartiesenterthesigninghallatthesametime.2.Thesignerstaketheirseatandothersstandbehindtheirsigner.3.Thesignerssigntheirowncopyfirst.Thesignersassistantofeachsidestandsbyhis/hersigner,turningthepagesofthedocumentforhimandpointingatthespaceforhimtosign.4.Theassistantsofbothsidespassonthesignedcopytothesigneroftheotherpartyforsignature.5.Aftersigningit,thesignersexchangethesignedcopyandshakehands.6.Champagneisservedtocelebratethesigningoftheagreement.
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