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an outside participant. The meeting leader usually initiates a self-introduction, encouraging all
participants to share their information.
In the UK, meeting attendees usually receive the agenda before the meeting starts. The agenda
serves as a useful guide that outlines the topics to be discussed and the expected course of the
meeting. This allows participants to prepare and focus their contributions accordingly.
It’s worth noting that meetings in the UK may start a little later than planned, so it’s a good
idea to factor in an extra five to ten minutes to account for possible delays. This demonstrates
flexibility and understanding in case of unforeseen circumstances.
Meetings in UK business organisations often serve as a platform for discussion and exchange
of ideas, rather than focusing solely on making immediate decisions. The goal is to explore different
points of view, gather information, and work together to develop a plan for follow-up meetings.
This approach allows for more complex decision-making processes. In conclusion, business meetings
in the United Kingdom are characterised by a combination of formality, courtesy, and efficiency.
Understanding and respecting the cultural nuances of these meetings, such as the importance of
handshakes, selective self-introduction, and the purpose of discussions, can promote successful
interactions, positive relationships, and productive outcomes.
The culture of business meetings in France
French business culture is known for its formality. At the first meeting, it is important to
address a person as “Monsieur” or “Madame” and introduce yourself by giving your last name and
then your first name, or vice versa. It’s important to maintain a professional tone and avoid casual
language or slang. For example, “It’s a pleasure to meet you, Monsieur/Madame. My name is (last
name, first name)”. While the handshake is a common international custom, the French prefer a
lighter style. The French usually greet with a light and gentle handshake, which is different from
the firmer American handshake. It’s a good idea to follow your business partner’s lead when it
comes to an acceptable handshake style. In addition, it is important to maintain a professional tone
during conversations and not to delve into personal matters or show interest in the personal lives
of French colleagues. In France, asking about one’s family is considered inappropriate. Business
cards should be printed in French on one side and in your native language on the other. The card
should have your last name written in capital letters. It is recommended to store business cards in
a special card holder.
It is very important to be organised in France. Your business attire and accessories, such as
a business card holder, should look stylish. During business lunches and dinners, it is appropriate
to keep your hands on the table, not on your lap. It is advisable to initiate business conversations
only after dessert, and the host of the conversation should be the first to suggest the topic of discussion.
Meetings in France can be lengthy, and final decisions are made solely by management. Patience
will be required on your part. The French usually ask many questions and interrupt each other, but
it is best not to get involved in this process. Listening indicates that the interlocutors are interested
in the discussion, which is considered a positive sign.
The culture of business meetings in Russia
The meetings in Russia are expected to begin immediately, but may continue until all the
issues are discussed. It’s also a good idea to schedule meetings. However, in Russia, meetings are
often not structured around a fixed agenda and may be off-limits on topics. The individual who
arranges the meetings sets the agenda, picks the subjects to discuss and allocates available time.
Participants are free to give their opinions, but recommendations or advice may not be immediately
applicable. The quick action after a solution has been reached is an important aspect of Russian
business culture. It is crucial for participants to implement the agreed upon decisions promptly.
Meetings for business purposes in Russia are usually scheduled with great formality and
punctuality. To attend, participants must arrive promptly and inform advance the secretary or other
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individual they will be meeting. Professional or academic titles should be used to address participants
in the way common to Latin America and Spain. It is important to consider the status and connections
of professionals when meeting in Russia. In addition to that, it is highly recommended in business
meetings throughout Russia to dress professionally and conservatively.
The culture of business meetings in China
When planning a business meeting in China, one must be aware of the serious cultural
differences and proper etiquette to ensure a smooth and productive interaction.
1. Timing holds significance in all situations. During Chinese New Year in January or February,
as well as Golden Week in October when many businesses are shut down for the holidays, it is best
to avoid scheduling meetings. There’s also the matter of time to ensure you have a good meeting.
If it is possible to have a meeting during these times, bring an appropriate gift for recognition.
2. The lucky numbers and colors. If you want to avoid any unintentional offence due to
cultural sensitivity, it is important to consider the cultural significance of numbers and colors when
selecting meeting dates, venues, or de2cor in Chinese culture. The number “8” is believed to bring
good luck, while the number “4” is believed to bring the opposite. Good luck and celebration mood
are represented by the red color, while white is associated with mourning.
3. The art of handshake. It is important to maintain eye contact while offering a firm handshake
in Chinese business culture to establish better communication. The first-hand gesture reflects the
mood of the meeting and demonstrates respect towards the other person.
4. Trust and face-to-face interactions. Creating trust in business dealings with China is vital.
Make sure to take the time to get to know the partners better. Use informal communication, inquire
about their families and take a sincere interest in what they have to say.
5. Demonstrate punctuality and respect. The Chinese have a culture of maintaining punctuality
in business. Show up on time for your meeting and respect the other party’s timetable. Keep the
conversation going and avoid distractions.
6. Staying calm and making swift decisions. The Chinese businesspeople are usually to take
considerable time to come to an agreement. Give them space to think about their options, be calm
and patient. Don’t expect immediate responses or choices during the first meeting with them.
Instead of that, focus on building a strong base for future joint ventures in China.
7. The interpretation of “yes”. The expression “yes” in Chinese culture may not always be
indicative of agreement or approval. So, it is important to take into account the context and nonverbal
signals when interpreting the response.
8. Business cards and etiquette. Getting business cards is important in China. Paper special
cards in a bilingual way, one side written in Chinese and the other side in English. Presenting your
card involves holding both hands, with the Chinese text facing upwards.
9. All levels of hierarchy are respected. Middle-level executives in China may be subordinates
of higher-level managers during business meetings. It’s important to show respect to everyone,
regardless of their position, as this will help you secure a profitable business transaction.
10. Develop a long-term perspective with greater patience. China often requires a long-term
mindset and patience when engaging in business negotiations. But the first meeting is primarily
about building relationships and being trusted. Rarely during the first meeting are crucial decisions
made. Maintain composure, communicate effectively with others and demonstrate your commitment
to building a partnership that benefits both parties.
Exercise 2. Read the text and highlight important information.
International business etiquette. Greetings and introductions
In the international business, acknowledging the cultural differences that affect greeting and
presentation is critical to building rapport and establishing successful partnerships.
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Physical distancing during greeting is one that varies across cultures. For example, in Western
countries, a distance of about one and a half meters is considered acceptable, allowing you to shake
hands and take a small step forward. In many Asian cultures, the ideal distance between people is
usually about two meters, while in Arab countries it tends to be closer, allowing you to feel the
person’s breath on your face. It is very important to respect personal space and regulate your
intimacy accordingly.
The three primary methods of greeting foreign clients are a bow, a handshake, or a kiss.
In China and Japan, the bow is a common way of greeting. Maintaining eye contact while
bending the torso forward and keeping the back straight is required to bow in order to receive
formality and show respect.
However, the greeting is frequently done through a handshake in international business
communication. The level of intensity varies depending on the country. In Germany (and the USA
and Japan, as well) it is usually firm and robust while in the UK it can be softer. No longer than
three seconds in France, it is light and rapid. While in Korea, the handshake is generally more
uniform than elsewhere in Asia. Arab countries typically use long, soft handshakes that can last up
to ten seconds and are often followed by a slight nod.
Although it is not very common for foreigners to greet people in international business, kissing
is the norm among businessmen and with family members of Arab countries; it remains less common
among foreigners of negotiators. The practice of cheek kisses is widespread among women in Latin
American countries and between men and women who know each other quite well. The act of
greeting known as “les bises” in France involves kissing someone without a full kiss. The traditional
way of kissing in France is with three kisses, while in Spain, Italy, and Latin America, it is with two.
In an international business setting, it is important to remember the following when presenting
yourself (or others):
1. Surnames are the first name in some cultures, such as China and Japan; in other cultures,
it is the quite the opposite. If you are visiting a foreign country, it is important to study the local
naming traditions to ensure people are being addressed appropriately.
2. When speaking to someone in a formal setting, it is important to use professional titles and
degrees that are appropriate. Use of titles such as “Mr.”, “Miss”, “Doctor” or “Professor” is also
recommended.
3. Maintaining eye contact while speaking to each other is a common practice in many
cultures, serving as a symbol of respect and sincerity. However, a long eye contact is considered
disrespectful in some Asian countries.
4. Maintain a firm grip and avoid aggressive shaking hands when performing handshakes.
Some cultures may view a weak handshake as a sign of disrespect or lack of trust.
5. When you meet someone, use the greeting in the local language as a friendly gesture that
shows respect for that person and for their culture. Acknowledging and respecting international
business etiquette is essential for developing strong and promising relationships.
So, this is a general way of presenting greetings or introductions in different cultures.
Exercise 3. Make a review of the text below and put the following words or word combinations
in to the gaps.
omissions a bold gesture handshake
are acquainted a slight bow short meeting
Some tips for the international handshakes
International etiquette requires everybody present at the meeting be greeted; no (1)________
are regarded. Women should take the first to shake hands of both men or women, with the exception
of greeting the elderly.
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In the countries of Central Europe, when meeting again on the same day, hands are to be
shaken, even if it is a (2) ________ (e.g. after a meal).
The Japanese usually shake hands with (3) __________. A handshake is accompanied by
(4)__________ or respect — depending on the status of the partner — if appropriate. This gesture
shows respect for the other party.
In the Arab countries the (5)________ is less firm and lasts longer. Withdrawing the hand
too quickly may be interpreted as a refusal to negotiate.
In Latin America the handshake is even longer than in Western countries. If the partners
(6)__________, it is often accompanied by a hug and two claps on the back.
Exercise 4. Complete the cards to make a characteristic of national styles of communications.
For extra information use the link: https://www.businessinsider.com/business-etiquette-guidearound-the-world-2016-11.
USA
How to greet people
What to tell about yourself
Use of business cards Yes/No
What is the style of communication
Use of agenda Yes/No
UNITED KINGDOM
How to greet people
What to tell about yourself
Use of business cards Yes/No
What is the style of communication
Use of agenda Yes/No
RUSSIAN FEDERATION
How to greet people
What to tell about yourself
Use of business cards Yes/No
What is the style of communication
Use of agenda Yes/No
FRANCE
How to greet people
What to tell about yourself
Use of business cards Yes/No
What is the style of communication
Use of agenda Yes/No
CHINA
How to greet people
What to tell about yourself
Use of business cards Yes/No
What is the style of communication
Use of agenda Yes/No
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Exercise 5. Using the information above, fill in the table.
Countries Differences Similarities
USA
United Kingdom
Russian Federation
France
China
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UNIT 3
GENERAL ETIQUETTE OF PHONE COMMUNICATION
Exercise 1. Read and discuss the text below. Write out the unknown words and expressions.
The communication today is almost unlimited possibilities and has various forms, sources
and possibilities. In this unit we will talk about telephone etiquette in detail.
All business leaders need to follow certain standards of conduct, as what you say reflects your
brand, organisation, and ideas. Everything has to be presented in the best possible way. There is a
number of procedures which should be followed in conducting business.
For instance, keep a good tone of voice in communication. Start with a friendly greeting,
such as “Good morning” or “How are you feeling today?”
Making a positive first impression is important as the first impression usually stays with you
for a long time. Recognising your audience’s ability to tune in and use an understandable language
is of utmost importance.
It is not advisable to contact individuals at different, imprecise time, such as early morning
or late night, as they may be busy or asleep and uninterested in conversing with you. If you are
calling someone, make sure to introduce yourself and ensure that the person you’re speaking with
is ready to communicate. One such example is: “Good day, Sir. I am Jake Roberts and my call is
from Williams.com. Could I get in touch with Mr. Smith?”
Skip the unnecessary detail and get straight to the point. If you make a serious call, make sure
to write and read the content of the conversation carefully before starting it. To prevent unpleasant
situations and errors, make sure to verify the accuracy of the number you call. Keep in mind that
you are not the only one conversing. You must be a good listener and you should always make sure
that the other person understands your point. Asking politely is a good way to conclude the
conversation if there’s something else they want. The conversation comes to an end with a smile.
One of the crucial rules of telephone etiquette is to refrain from lingering for too long while
conversing with the interloper — it may irritate someone.
Always leave a message or note in the name of your colleague if he/she is not present. Discussing
these messages with others is not preferable as it may reveal confidential information. Deal with
any potential network issues that arise during a conversation in a calm manner. People usually get
nervous when there are issues with the network. The network’s instability can make it difficult to
distinguish even a raised voice, so it is best to avoid this.
If there is a problem on your network, inform us politely that you are ending the call and
looking for a more suitable place to talk, even if you may not be heard. If the connection attempts
take a long time, leave a message and offer to call back. If there is interference from the interlocutor
on the network, inform him politely that you cannot hear each other well and ask him/her to look
for a place with a better connection.
The last point of phone etiquette is to end the conversation with a final sentence. You can
comment on the main points of the conversation to ensure that everyone understands each other.
If it was a conversation with a large group of people, clarify everyone’s opinion and make sure
everyone was able to speak out.
Let’s summarise the results:
1) before a phone call it is necessary to make a clear conversation plan in order to cope with
physical and emotional stress;
2) during a conversation it is necessary to observe the norms of telephone etiquette;
3) in order to communicate effectively in English it is necessary to learn the most commonly
used phrases and prepare typical questions for the situation so that you can ask them without
hesitation on occasion;
4) after the phone conversation be sure to analyse your mistakes so as not to repeat them.
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Exercise 2. Learn common telephone etiquette.
Telephone etiquette
1. Greet properly and provide correct basic info about the organisation, yourself and person
you want to contact.
2. Answer promptly. Don’t keep the caller waiting or keep transferring the call. Take down
messages that have to be passed on.
3. Speak politely in a normal voice, not too loud nor too soft.
4. Do not mumble, spell out words.
5. End the call politely. Don’t be abrupt.
6. Repeat/recap the discussion/message briefly.
7. Keep pen and paper to jot down important points.
8. Don’t do other things while using the phone like eating, talking, smoking.
9. Keep mobile phone switched off/silent at meetings, religious places, functions.
10. For urgent calls keep phone on vibrate mode and call back later.
11. Avoid discussing private or company matters publicly.
Exercise 3. Look through useful phrases for business telephone conversations and make up
your own dialogue.
Starting a conversation
Hello. May I speak with … for a minute?
Good morning / Good afternoon / Good evening. I’d like to speak to / I’d like to talk to…
Good afternoon. David Packwood is speaking. May I have a word with…
I wonder if I could speak to Mr. Courtney?
Could you put me through to Mr. …
Phrases for solving problems
Go ahead, please.
What number are you calling from?
Could I tell him who is calling?
Could you speak up, please?
I’m sorry, I didn’t quite catch that.
Would you mind repeating that please?
Could you speak a little more slowly please?
Could I tell him what it is about?
I’m sorry I still don’t understand.
Sorry to have troubled/bothered you.
Are you there?
Could you say that again please?
Bad connection
There is no reply/answer at his number.
I’m sorry but the line’s bad (I can hardly hear you).
Your voice is fading and there’s some background noise interfering.
Then we were cut off completely.
I can’t get through. I’ll call him tomorrow. / I’ll call back later.
The line is engaged.
Can you hold on?
I’m terribly sorry that we have been disconnected.
There seems to be some interruption/interference in our connection with…
We had a very bad connection.
We could scarcely hear each other.
Sorry to have kept you waiting.
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Continuation of the Table
Ending the call
I look forward to seeing you / our meeting. / I look forward to hearing from you soon.
I appreciate your time, Mr. …, have a great day ahead.
Thank you for choosing our company. If you need anything else, just give us a call.
Thank you for reaching out, Mr. … . If you need anything else, please don’t hesitate to call us.
Hear from you soon. Bye.
I’m sorry, I need to recharge my mobile. The battery is very low.
I’m sorry, my battery’s about to run out.
Exercise 4. Find 10 hidden expressions.
Ineedtorechargemymobilehearfromyousoonthelineisengagedareyoutherecanyouholdoncouldyo-
uspeakuppleasesorrytohavetroubledyouhaveagreatdayaheadIlookforwardtohearingfromyousoon
Exercise 5. Practice telephone conversations with your partner:
A. You call on the phone and ask to speak to Mr. Blackwood. He is out. You don’t want to
leave a message, but will call back later.
B. You are late for a meeting with a very important client. The client is waiting in your office.
C. You need to call your partner and make an appointment.
Exercise 6. Spell the names on the phone, according to the International Telecommunication
Union Standard Phonetic Alphabet and the example of a dialogue below.
A — Alpha H — Hotel O — Oscar V — Victor
B — Bravo I — India P — Papa W — Whiskey
C — Charlie J — Juliet Q — Quebec X — X-Ray
D — Delta K — Kilo R — Romeo Y — Yankee
E — Echo L — Lima S — Sierra Z — Zulu
F — Foxtrot M — Mike T — Tango
G — Golf N — November U — Uniform
Helen: Midtown Computer Solutions, Helen speaking. How can I help you?
Ryan: Hello, this is Ryan Bardos. May I speak with Natalie Jones, please?
Helen: One moment please — I’ll put you through.
Helen: Mr. Bardos? I’m sorry, Natalie’s in a meeting at the moment. Would you like to leave
a message?
Ryan: Yes, could you ask her to call me back as soon as possible? It’s pretty urgent.
Helen: Of course. Does she have your number?
Ryan: She has my office number, but let me also give you my cell — it’s 472-555-8901.
Helen: Let me read that back to you — 472-555-8901.
Ryan: That’s right.
Helen: And could you spell your last name for me?
Ryan: B for Bravo, A for Alpha, R for Romeo, D for Delta, O for Oscar, S for Sierra.
Helen: Okay, Mr. Bardos. I’ll give her the message.
Ryan: Thanks a lot. Bye.
Exercise 7. Answer the questions:
1. Is it difficult for you to talk on the phone with foreigners? Why?
2. What do you need to make a phone call?
3. What common expressions used in telephone conversations do you know?
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4. Do you need to be formal or informal when talking on the phone?
5. What expressions do you usually use when you do not understand someone on the phone?
6. What rules should you follow when talking on the phone?
Exercise 8. Study tips for improving the quality of telephone calls and discuss them with your
partner.
Tips for improving the quality of phone calls
1. Answer the call within the first two or three rings. A quick response to a customer’s phone
call should show them that their business is important to you. When customers feel valued, they
are more likely to use your services. If you can’t answer the call because you have customers, check
your mailbox and call back as soon as you can.
2. Introduce yourself and name your company at the beginning of all calls. This lets the
customer know that they have called the correct address.
3. Maintain a positive tone by speaking with your voice. A good tone of voice helps to establish
understanding, allowing to talk more in detail about how you can best serve someone’s interests.
4. Pay attention to your body language. Changes in your body language will probably enhance
the friendliness and ease of communication for the client when you practice speaking with your
voice.
5. Decrease the number of interruptions. In offices with a high volume of staff, this is important.
You can also demonstrate your professional politeness by asking the interlocutor before putting
him/her on hold, which indicates that you are working to assist.
6. Avoid excessive emotional responses. Keep your voice in a positive tone. Otherwise, give
yourself a break in the discussion and ask the interlocutors if it is possible to put him/her on hold.
Be sure to catch your breath and remain objective and empathetic when dealing with a challenging
interlocuter while you are on hold.
7. Before ending the conversation, ensure that the other person’s needs are taken into account.
You typically aim to meet the customer’s needs when answering a phone call. The act of asking if
his/her, requirements are met or if there are any queries left is an excellent way to get involved and
provide more information.
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UNIT 4
BUSINESS COMMUNICATION — INTERNET
Exercise 1. Read and discuss the text. Write out the unknown words.
Making connections with others through networking
Establishing connections is a vital component of both business growth and professional
development. Businesses can promote the ideas, engage with potential clients and partners to gain
knowledge from industry professionals while also building relationships. Hence, the networking
opportunities require careful preparation and effective strategies to maximise their potential.
1. Get ready. Becoming familiar with your business concept, its appeal and the objectives of
networking should be clear. Make sure to practice in presenting your ideas. Thoroughly examine
all the corresponding documents and information to ensure accuracy and professionalism.
2. Make a positive first impression to your audience. Be accessible to others. Directly
acknowledge others with a firm handshake and maintain reasonable eye contact. It’s vital to be
enthusiastic and demonstrate that you are interested in conversing with others.
3. Being a good listener is vital for effective communication. It’s just important to be a good
listener; to pay attention to others, to ask thoughtful questions and to take a real interest in what
they are saying. Showing respect for their opinions and understanding each other is key to achieving
better communication.
4. Propose value in advance or as an alternative. Consider sharing your thoughts and insights,
demonstrate a willingness to assist others in any way possible. If you’re valuable, others would
remember your contribution and pay you back later on.
5. Be true to your own. The act of detecting insincerity is not an easy task, so it is also important
to avoid being fake. The key to success lies in being candid about your strengths and weaknesses,
as well as having a willingness to learn and grow, for building trust and connecting with others.
6. To follow-up, join networking groups. Stay informed with industry trends by joining groups
of professionals in your area through online meetups, workshops, or community events. Take some
time to get to know the individuals you’ve encountered. To stay connected, send a personal e-mail
acknowledging and thanking them for their time.
7. Use media networking and be patient. Social media networking can be a powerful tool for
building a strong online presence and generating leads. However, for the proper networking you’ll
definitely require much patience, and you can hardly expect immediate results. Utilise the actual
media platforms to promote your business or connect with professionals. You can freely use social
media to join relevant online communities, share valuable content, or participate in professional
discussions.
Exercise 2. Learn new useful expressions.
attach file inbox folder
messages with auto-preview sent items
outbox folder mark as read
deleted items reply
reply all check the mail
Exercise 3. Read the text below and retell it English.
E-mail service
E-mail originated as a result of the desire of the US authorities in the late 60s to ensure stable
communication in the event of a possible collapse of government during a global war. For the first
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