chaney-跨文化商务沟通第08章

Chapter8GlobalEtiquette8-22Topics•Introductions,Greetings,andHandshakes•BusinessCardExchange•PositionandStatus•ElectronicCommunicationEtiquette•DiningPractices•Tipping•GiftGiving•TravelEtiquetteCopyright©2014PearsonEducation,Inc.8-33Ascompaniesrestructureanddownsize,competitionwillbecomefiercer.Gettingorkeepingajoborbeingpromotedwilldependnotonlyonhowwellqualifiedyouarebutalsoonhowappropriatelyyoubehaveandhowmuchyoulookandactthepartforaparticularposition.Copyright©2014PearsonEducation,Inc.8-44•Respectingandobservingtheetiquetteofanothercountryisimportant.-Learnandpracticecorrectbehavior.-Avoidunintentionallyoffendingsomeone.Copyright©2014PearsonEducation,Inc.8-55DefinitionsEtiquetteincludesmannersandbehaviorconsideredsociallyacceptablebypeopleoftheculture.Protocolreferstocustomsandregulationshavingtodowithdiplomaticetiquetteandcourtesiesexpectedininternationalnegotiation.Copyright©2014PearsonEducation,Inc.8-66Introductions•IntheU.S.firstnamesareusedalmostimmediately;Titles(Mr.Jones)areusedinfrequently.•InGermany,usetitles;inItaly,addresspersonswithacollegedegreeas“Doctor.”•InBritain,peoplewhohavebeenknightedareaddressedasSirwiththefirstnameonly(SirGeorge).•WhenintroducingtheChinese,thesurnamecomesfirstandthegivennamelast.(ChingLoChangwouldbeaddressedasMr.Ching.)Copyright©2014PearsonEducation,Inc.8-77•InLatinAmericancountries,peopleoftenaddtheirmother'smaidennametotheirsurnamesoyouwouldusethenexttothelastnamewhenintroducingthem.(EvelynRodriguesCastillowouldbeaddressedSeñoritaRodrigues.)•Introductionsareaccompaniedbyahandshake,anembrace,orabowdependingupontheculture.Copyright©2014PearsonEducation,Inc.8-8GreetingsandHandshakes•U.S.personsareinformalintheirgreetings,oftensaying“Hi”tocompletestrangers.•U.S.greetingbehaviorisritualistic;uponarrivingatwork,onepersonsays:“Goodmorning,howareyou?”towhichtheotherpersonresponds:“Fine,thankyou,andhowareyou?”8-9GreetingsandHandshakes•EmbracingisinappropriateasaformofgreetingintheU.S.,butinLatinAmericapeopleembraceafterahandshake.•BowingisthecustomaryformofgreetinginJapan.8-10TypesofHandshakes•U.S.–Firm•Asians–Gentle,exceptforKoreanswhohaveafirmhandshake•British–Soft•French–Lightandquick•German–Firm•Hispanics–Moderategrasp•MiddleEasterners-Gentle8-11BusinessCards•InJapan,presentabusinesscardwithbothhands;inArabiccountries,usetherighthandonly.-Treatthebusinesscardwithrespect.-Printatranslationofallidentifyinginformationonthebackofthecardinthelanguageofthecountryyouwillvisit.8-1212BusinessCards•Includeyournameandfulltitle.TitlescarrygreatersignificanceinotherculturesthanintheUnitedStates.•Includeyourcompany’saddressandtelephonenumbers;includeforeignheadquarters,asappropriate.•Includeyourfaxnumberande-mailaddress.•Avoidcoloredtypeandpaper.Choosewhitewithblackinkforbothsides.Ifindoubt,beconservative.Copyright©2014PearsonEducation,Inc.8-1313PositionandStatus•IntheU.S.limitedrespectisshownforrankandauthority;U.S.isnotconsideredanationofclasses,butclassesdoexist.•Distinctionsaremadebyhowmuchmoneyyouhaveandwherethemoneycamefrom.(Drugdealersmayhavealotofmoneybutnostyleorclass.)Distinctionsaremadebywhetherthemoneyisinheritedvs.earnedmoney.Copyright©2014PearsonEducation,Inc.8-1414•Statusisassociatedwitheducationallevelandwithaperson'soccupation.SurveysshowthatmedicaldoctorsandcollegeprofessorshavehighstatusintheU.S.•Indiahasacastesystemdeterminedatbirth.Interactionbetweencastesislimited.•Genderisrelatedtopositionandstatus.WomenareconsideredasequaltomenintheU.S.Inothercultures(theMiddleEast),womenarenotconsideredequal.Copyright©2014PearsonEducation,Inc.8-1515•AgeandhierarchyareimportantinsuchcountriesasChina.–Agetakesprecedenceoverrank.–Thehighertherankofthepersonyouareintroducedto,theloweryoubow.–Thepersonoflowerrankbowsfirstandlowest.–Juniorpersonsstopbowingfirst.Youarealsoexpectedtositandtogothroughthedoorinrankorder.Copyright©2014PearsonEducation,Inc.8-1616ElectronicCommunicationEtiquette•Whencommunicatingbytelephone,theinitialimpressionisformedmoreonvocalqualitythanonwordsspoken.•Goodtelephonemannersincludeansweringthephonepromptly,identifyingyourselfproperly,andbeingcourteousatalltimes.•Whenusingvoicemail,bebriefbutcompletewhenleavingamessage.•Whenusinge-mail,avoidnegativeorpersonalinformation.Copyright©2014PearsonEducation,Inc.8-1717Netiquette(NetworkEtiquette)•Propernetiquetteavoidsthefollowing:–shouting-typingthemessageinallcapitalletters–dissing-speakingillofsomeone–flaming-sendingvicious,insultingmessages–spamming-massmailingsofcommercialadvertisementsormaterialcross-postedtonumerousnewsgroupsCopyright©2014PearsonEducation,Inc.8-1818E-mailUsage•78.2%ofresidents(245million)haveInternetaccessintheUnitedStates•36.3%ofresidents(485million)haveinternetaccessinChinaCopyright©2014PearsonEducation,Inc.8-1919FAXTransmissions•Callaheadtoconfirmthefaxnumberandtoalertthepersonthatyouaresendingamessage;themessageshouldfollowwithin15minutes.•Avoidfaxingcertaindocuments:lengthydocumentsofmorethan10to12pages,personal/confidentialinformation,andnegativenews.•Avoidusingthefaxwhenimpressions