GLOBAL BUSINESSWEEK 4 OFFICE ETIQUETTE
WHAT IS ETIQUETTE? It is the rules for being polite in a social group. Why is business etiquette important? For building new contacts and relationships. 2. For improving the working environment.
Which Of The Following Manners Do You Think Are Especially Bad?? • Arriving late for a meeting • Ignoring people when you meet them • Shouting an order at someone • Not apologizing if you offend someone • Being rude to people who offer to help you • Using bad language
LISTENING PRACTICE • Janet Stubbs, a professor of communication, talks about politeness in the workplace. Listen to part one and complete what she says.
LISTENING PRACTICE (1) Politeness is about showing _____ for others. It means thinking about other people’s ______. Now, listen to part two and answer the following questions: Who are we usually polite to in a business environment? Give two examples. Why is it better if managers show respect for their workers?
hierarchy rules status subordinates Complete the following with the words above: In formal situations, it is a good idea to follow standard _______ when making new contacts. Politeness is often linked to ________. 3. We are more polite to people who are above us in the organizational ________. RULES STATUS HIERARCHY
Article Reading 1. Read the article, Office Workers ‘Admit Being Rude’. 2. Find six examples of bad manners. • Which three examples of bad manners is the company in the article trying to stop? • Do you think companies should invest money in training employees to be polite?
VOCABULARY Admit avoid ignore introduce invest improve respond Complete the text with these words from the article. A recruitment firm gives this advice to new workers: It is important to ________ time in your relationships with others at work. Get to know the people who work near you: ______ yourself to them and tell them something about yourself. If people ask for your help, always ________ positively. Don’t ________ emails or phone calls just because you are busy. If you make a mistake, it is better to _______ it and then apologize. When things go wrong, stay calm and ________ shouting and using bad language. Remember, good manners help to _________ your working environment, and you will find you can enjoy your work more.
Which Word Does Not Belong? • rude, stuffy, bad-mannered, impolite • Courtesy, politeness, etiquette, impact • Communicate, answer, reply, respond • Regularly, commonly, rarely, often
Add the following prefixes to the adjectives below to make words with the opposite meaning. Un- in- dis- im- Formal 4. polite 7. friendly 10. respectful Satisfied 5. practical 8. efficient 11. patient Honest 6. considerate 9. important 12. appropriate Example: Someone who is bad-mannered is impolite. Someone who… 1 … doesn’t tell the truth is _______. 2 … wants to do things in a hurry and finish quickly is ________. 3 …doesn’t like other people and doesn’t want to talk is ________. 4 …works slowly and doesn’t do their job well is _________. 5 …doesn’t think about other people’s needs or wishes is _______. 6 …isn’t happy with the way things happened is _________.
International Business Etiquette We’ve discussed etiquette. Now consider the complexities of working on the international stage Each culture has it’s own rules for etiquette. Let’s review some of them.
BUSINESS CARD ETIQUETTE • In China, Korea, and Japan you should try and use both hands to give and receive. • Examine the card and make a positive comment on it. • NEVER write on the business card, as it is viewed as writing on the person’s face.
BUSINESS CARD ETIQUETTE • In the Arab world you would never give or receive a business card with your left hand.
BUSINESS CARD ETIQUETTE • Whereas in the U.S. or UK it may be OK to sling the business card into a pocket or even write on it, in some cases. • In many countries you should always treat a business card with much more respect such as storing it in a business card holder.
The Etiquette of Personal Space How close do you stand to people? Is it impolite to touch somebody? What about gender differences? • In the Middle East you may get very touchy-feely with the men, yet one should NEVER touch a woman.
The Etiquette of Personal Space • A slap on the back may be OK in Mexico but in China it is a serious insult.
The Etiquette of Personal Space • Touch someone on the head in Thailand or Indonesia and you would have caused great insult. It is believed the head is the ‘seat of the soul’.
The Etiquette of Gift Giving • There are many etiquette rules surrounding the exchange of business gifts. • Avoid giving any gifts containing alcohol in Muslim countries, as the Quran strictly prohibits alcohol.
The Etiquette of Gift Giving • In Japan, do not give gifts in odd numbers or in sets of four, as odd numbers are bad luck and four sounds like the word ‘death’ in Japanese. • Also, gifts should be given at the end of a visit.
The Etiquette of Gift Giving • In China, avoid giving clocks of any type or watches because clock/ 送鐘 (sòngzhōng) sounds like 送終 (sòngzhōng), the funeral ritual. Clocks also symbolize time is running out; therefore, the end of relationships and life. • In China, avoid gifts in sets of four because 四 (sì, four) sounds like 死 (sǐ, death).
The Etiquette of Gift Giving There is a Russian term meaning "connections" or "influences”. It is extremely difficult to do business in Russia without help from a local. To help with this, gifts, money or other items are often a good idea when doing business in Russia.
The Etiquette of Communication • Modesty and humility are important in Korean culture and therefore it is best to avoid over-selling yourself or your company’ previous business achievements.
The Etiquette of Communication • Some cultures like to talk loudly (US and Germany), • some softly (India and China); • some speak directly (Holland, Denmark, Russia) • others indirectly (UK and Japan); • some tolerate interrupting others while speaking (Brazil) • others consider interrupting very rude (Canada); • some are very blunt (Greece) • and some very flowery (Middle East).
LISTENING (2) Listen to the three people describing business etiquette in their cities- Sydney, London, and New York- and answer the questions. In which city… 1 …do people like to be formal? 2 …are people very competitive? 3 …are things changing?
Offers and Requests Tick the responses that mean ‘no’. What words do we sometimes use to avoid saying ‘no’?
How could you refuse these offers and requests politely, without using the word ‘no’? Discuss your ideas with a partner. • Can I phone you at 10 o’clock tonight? • Would you like to try some of our English beer? • Could you give me your report today, please? • Let me show you around our factory? • Could you tell me about the history of your town? • Do you want a lift to the airport?
Being Polite Match the polite phrases 1- with the replies a-f a No problem. You’re welcome. b That would be very nice. Thank you! c That’s all right. Don’t worry about it. d I’m glad you enjoyed it. e Pleased to meet you. f I’m sorry. It isn’t allowed. 1 Can I introduce my colleague? This is Jane Duncan. 2 I’m really sorry about my mistake. 3 Thanks very much for your help. 4 Would you like to join us for lunch? 5 It is OK to smoke in here? 6 Thanks for a very nice lunch.
Role-play/Group WorkTake turns role-playing the following situations: • A business partner from the UK comes to visit you in your office. Introduce your colleagues. • Invite your visitor to a local football match this evening. • You are the visitor. You want to know if you can smoke in the office. • Your colleague helped you to prepare the conference room for a meeting. Say thank you. • You spill coffee on a document that your colleague is reading. Apologize. • You are a visitor from abroad. Your business partner takes you to the airport to catch your flight home. Say thank you.
Being Direct In some cultures, people prefer to be direct. For example, they may go into a restaurant and say: “I want to see the menu!” In other cultures, people think it is impolite to be so direct. They might say: ‘Do you think we could possibly have a look at the menu, please?” How would they make this request in your country?
Dilemma & Decision: A Workplace Bully Access this article at: www.yolandamathews.com Click on Spring, 2013 Class Lists, then Global Business, then Dilemma & Decision Articles
GROUP A: Some bullies love power. They want to be in control of everything and everybody. These bullies make life difficult for all their subordinates. They usually have psychological problems and it isn’t easy to change their management style. GROUP B: Some bullies hate mistakes. They want their own work to be perfect and they want everyone else to be perfect too. These bullies don’t consider people’s feelings when they find problems with their work. They often don’t know they are bullying. Sometimes it can help to talk to these bullies about their management style. GROUP C: Some people become bullies because they are very unsure of themselves. They are afraid of competition from other people who may be better than them. They hate the idea of someone else doing well in their job. They think that the only way to improve their own success is to keep their competitors back.
HOMEWORK • Write an email to a friend in Sydney, London, or New York who is planning to come to your country on business. Look at the information in the table below. Tell him or her about any practices that are different in your country. • Read and bring to the next class: Fashion’s Favorite and Volkswagen Bugs. These articles can be found on my website under Dilemma & Decision and Assigned Readings.