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Lesson 1

Good Manners, Good Business

Nobody actually wants to cause offence but, as business becomes ever more international, it is easy to get it wrong. There may be a single European market but it does not mean that managers behave the same in Greece as they do in Denmark.

In many European countries handshaking is an automatic gesture. A firm, strong handshake usually shows that a person makes decisions, takes risks, and above all, takes charge. In France good manners require that on arriving at a business meeting a manager shakes hands with everyone present. This can be a demanding task and, in a crowded room, may require gymnastic ability if the farthest hand is to be reached. Handshaking is popular in Germany, Belgium and Italy. But Northern Europeans, such as the British and Scandinavians, are not quite so fond of physical demonstrations of friendliness.

The normal distance between speakers also varies from one culture to another. Latin Americans, for example, usually stand relatively close while talking - at an arm's length. People from other countries stand farther apart. In the USA people always keep the distance - their personal space.

Gestures are considered to be such physical movements that have specific meaning in communication. Some gestures are known to people throughout the world, others are not. Be careful. A gesture in your country may have another meaning in the other part of the world. A well-known gesture for "OK" in America has the meaning "money" in Japan, and "I'll kill you" in Tunisia.

It is important to make eye contact with a partner while you are speaking. Many Americans consider that people who do not look at them while listening or talking are trying to hide something. In many western cultures avoiding eye contact indicates that a person is unfriendly and untruthworthy. On the other hand, some people feel uncomfortable by lengthy eye contact and it is considered rude to stare. A businessman talking to a woman in the eastern country should avoid keeping extended eye contact.

In Europe the most common challenge is not the content of the food, but the way you behave as you eat. Some things are just not done. In France it is not good manners to raise tricky questions of business over the main course. Business has its place: after the cheese course.

Italians give similar importance to the whole process of business entertaining. In fact, in Italy the biggest fear, as course after course appears, is that you entirely forget you are there on business. If you have the energy, you can always do the polite thing when the meal finally ends, and offer to pay. There is the general rule - the person, who invites, pays. If a woman invites a male colleague, she should pay. The man usually offers to pay his half or the whole bill. The host may reject, but the guest's offer will be considered polite. Remember, a business lunch and a romantic dinner isn't the same.

The Germans are notable for the amount of formality they bring to business. As an outsider, it is often difficult to know whether colleagues have been working together for 30 years or have just met in the lift. The Germans seldom call partners by their first names. Titles are important. Forgetting that someone should be called Herr Doktor or Frau Direktorin might cause serious offence. It is offensive to call them by a title they do not possess. In Italy the question of title is further confused by the fact that everyone with a university degree can be called Dottore - and engineers, lawyers and architects may also expect to be called by their professional titles.

There is the issue of whether to give a present or not. Present-giving can be a problem in the USA. If you give a businessperson a present, he can think it is a bribe, especially if it's expensive. Appreciative gifts are quality, name-brand items that are wrapped (avoid ribbons in wrapping). A gift for a business partner may advertise your company or be related to your country or region: illustrated books, tapes, etc. But people sometimes bring inexpensive gifts for colleagues after a vacation. Receiving a present, people usually say, "Can I open it now?" This shows that they are pleased at being offered a present.

These cultural challenges exist side by side with the problems of doing business. But the more you know of the culture of the country you are dealing with, the less likely you can get into difficulties. It is worth the effort. It might be rather hard to explain that the reason you lost the contract was not the product or the price, but the fact that you offended your partners in a light-hearted comment during your business lunch. Good manners are admired. They can also make or break the deal.

Ex.1. Decide if these statements are true or false.

1. In France you are expected to shake hands with everyone you meet.

2. People in Britain shake hands just as much as people in Germany.

3. In France people prefer talking about business during meals.

4. It is not polite to insist on paying for meal if you are in Italy.

5. The Germans usually call their partners by first names.

6. Make sure you know what the titles of the German people you meet are.

7. It’s a good idea to give a gift to a business partner in the USA.

8. A humorous remark always goes down well all over the world.

Ex. 2 Read the advice how to socialize at work. Express your ideas.

-Don’t make comments about someone’s physical appearance.

-Don’t tell “dirty” jokes that might offend someone.

-Don’t make assumptions about man’s or woman’s duties, for example, assuming that women are to get you coffee.

-Don’t touch anyone – either man or woman – such as putting your arm around him/her, touching a hand or arm, giving a pat on the back, shoulder.

-When you meet someone, don’t stand too close. Keep your physical distance. A minimum is two feet.

-Don’t use terms of endearment (“Honey/Dear/”) to anybody. Use the person’s first or last name.

Ex. 3. Check your knowledge of international etiquette. Answer the questions from the quiz.

When in Rome, do as Romans do (В чужой монастырь со своим уставом не ходят, В чужой стране жить — чужой обычай любить, С волками жить — по-волчьи выть):

1. The way of greeting people in China is:

a). shaking hands (business, official events)

b). touching his/her dress

c). bowing.(Traditional)

2. If you are invited to a meal in Brazil, you should arrive:

a). shortly before the stated time

b). some time after the stated time

c). at the state time.

3. In Russia, what do people do before going on important journey?

a). kiss your hand

b). sit in silence for a short time

c). throw a coin into water

4. What do you have to do before you enter a mosque?

a). put on white clothes

b). take off your shoes

c). put on a hat

5. Which is banned in Singapore?

a). alcohol

b). chewing gum

c). tobacco.

6. Which should you never offer a Moslem (a Hindu) to eat?

a). beef (Hindu)

b). pork (Moslem)

c). chicken.

7. Which flowers should you never take to a dinner party in Poland?

a). carnations (гвоздики)

b). chrysanthemums

c). tulips.

Ex. 4. Complete the text with the prepositions.

Veronica lives in London and works _______ a large European car company. She works ______ car design projects _____ the Design Department. In fact, she manages a team of designers: eight people work ____ Veronica.

The office is located not far from her house and Veronica leaves home ____ work at 8.30 every morning and go ______ work by tram. The traffic is often bad and she worries about getting _______ work late, but she usually arrives _____ work at around nine. Veronica finishes work quite late but she loves what she does and she is glad to be _______ work. “Luckily, I don’t get ill very much so I’m not often ______ work”. She has been working for the company for six years. Some of her friends are not so lucky: they are ______ work.

Ex. 5. Discuss in pairs.

Why should you:

• stand up when people are coming to introduce themselves to you?

• smile when you introduce yourself?

• make eye contact?

• introduce yourself to someone you have already met?

• avoid all personal questions if you meet a person for a first time?

• prepare a small talk to a formal conversation? What neutral topics can you recommend?

• find out the information about countries you visit (if you are abroad)?

Ex. 6. Answer the questions.

1. Have you ever met overseas visitors? Is it easy to have a conversation? Why/Why not?

2. What do you say when you greet a visitor (English-speaking)?

3. What impression do you try to produce on the people you deal with in business?

4. How can you make your visitor feel comfortable?

5. When a person is introduced, why is extra information about that person often added?