Business Communication

Final Project Report

International Business Etiquette

Submitted By:
Khurram Maqbool
Dowlat Khan

Submitted To:
Madam Nazan Habib
 “Respecting others, is a Superior Etiquette”
“Courtesy Cost Nothing, Buy Everything”

ACKNOWLEDGEMENT
We would like to expand our deepest gratitude to all those who have directly and
indirectly guided us in writing this project report.
In addition, a Special thank you to MADAM NAZAN HABIB who introduced us
the Methodology of writing a Proper Assignment.

Many people, especially our classmates and team members itself, have made
valuable comment suggestions on this proposal which gave us an inspiration to
improve our report. We thank all the people for their help directly and indirectly to
complete our project report.

ABSTRACT

This report is about international business Etiquettes. Importance of

communication in business and what are the things we have to keep in our mind in
order to build a good relationship with people of other cultures.

Furthermore, Business etiquette, netiquette and the main differences between

cultures all over the world are clearly and detailed explained in this report.
 Contents
Introduction ................................................................................................................................................... 5
Etiquette .................................................................................................................................................... 5
Business Etiquette ..................................................................................................................................... 5
Netiquette .................................................................................................................................................. 6
Literature Review.......................................................................................................................................... 6
Key Business Etiquette ............................................................................................................................. 6
The Key Differences in Cultures You Need to Understand ...................................................................... 7
Issues Surrounding the Business Culture .................................................................................................. 8
Regional Business Etiquette Tips ............................................................................................................. 9
ASIA ..................................................................................................................................................... 9
LATIN AMERICA ............................................................................................................................. 10
EUROPE ............................................................................................................................................. 10
NORTH AMERICA ........................................................................................................................... 11
OCEANIA........................................................................................................................................... 11
Recommendations ....................................................................................................................................... 12
Checklist for Communicating Effectively Across Cultures .................................................................... 12
Other Points to Consider ......................................................................................................................... 12
Conclusion .................................................................................................................................................. 13
References ................................................................................................................................................... 14
 Communication Etiquette
“Communication is a skill that you can learn. It’s like riding a bicycle or typing. If you’re willing
to work at it, you can rapidly improve the quality of every part of your life.” (Tracy, 2002)

“Communication Is the Most Important Skill Any Leader Can Possess' (Branson, 1998)

“To effectively communicate, we must realize that we are all different in the way we perceive
the world and use this understanding as a guide to our communication with others”. (Robbins)

“The difference between the right word and almost right word is the difference between lightning
and lightning bug” (Twain)

“The art of communication is the language of leadership” (Humes)

“Kind words can be short and easy to speak, but their echoes are truly endless” (Theresa)

“Communication is not only the essence of being human, but also a vital property of life”
(A.Piece)

Words are free. It’s how you use them that may costs you.
Introduction
It is etiquette, manners that differs humans from animals. It is through etiquette that humans have
got superiority over other living things. Etiquette has developed relationships among human
beings through which humans has improved their lives, developed the world and convinced all
humans on a single platform of humanity.

Etiquette
Showing respect to others’ regional, cultural norms, believes and behaviors. Or, showing polite
and empathic behaviors to others.
Etiquette is not about rules & regulations but is about providing basic social comfort and creating
an environment where others feel comfortable and secure, this is possible through better
communication and well-mannered behaviors.

Business Etiquette
Business etiquette means to build strong relationships with other people. A key to successful
business outcomes throughout the world is the appreciation and respect for regional, country, and
cultural differences.
Etiquette has become critical elements required for all International and Global Business
executives, managers, and employees to build a positive reputation and wrap a fruitful result.
To achieve success in a cross-cultural environment you must have to be open minded, accepting
that all others have their own cultures, norms and believes as you have, and not considering your
own culture as superior than to others cultures.
Every culture is different, and has different styles of etiquette. Every day deals are lost through
misunderstandings, even between relatively similar cultures. So, to be a successive you should be
aware with the right etiquette that would help you to avoid misunderstandings and save you a
great deal of wasted time and money.
 Netiquette
In this time of technology, you’ll end up conducting some of your business online instead of
face-to-face. Netiquette is the unique term to cover the set of unwritten rules you should follow
when doing business over virtual mediums.

“If you just communicate, you can get by. But if you communicate skillfully, you
can work miracles”.

Literature Review
In this fast-moving world, crossing the borders of countries is no obstacle any more. Especially
in doing business, globalization is progressing and contracts are being closed across borders. The
only real obstacles on the way to successful international business negotiations are of cultural
nature. Therefore, good preparation is necessary before doing business with people from another
culture.
Business etiquette differs from region to region and from country to country. This creates a
complex situation for people as it is hard to balance the focus on both international business
etiquette and other business activities at the same time. Therefore, a wise step is to focus on
some key pillars of business etiquette.

Here are some key business etiquette tips that mean real success to business:

Key Business Etiquette

 ‘Thank You’ Note

If you want to differentiate yourself from others then never forget to write a ‘Thank You’ note to
your job interviewer or your client. This will leave a good impression and also reflect well on
your company.

 Know the Names

Give others respect by knowing their names which will increase goodwill and communication. it
is also worth management stepping back and acknowledging people individually for their good
work as this will enhance their self-esteem and increase motivation.

 Observe the ‘Elevator Rule ‘

Be mindful of saying appropriate things at a job interview or client meeting. Don’t start
discussing business with a client or interviewer as soon as you step out of the lift. By doing so,
you avoid the risk of damaging your reputation.
 Focus on the Face, Not the Screen

Never forget to switch off your phone and try not to use any other device just to prove you are a
multitasking individual. In fact, in the world of business this is considered bad manners.
Concentrate on the meeting and listen to what people are saying.

 Don’t Judge

Everyone is unique in their own way and uses a different approach to deal with situations.
Therefore, if you disagree with another person’s approach instead of criticizing try to understand
it from their point of view. By doing so, you create a friendly environment. Always remember
you get respect by giving respect.

Whether in business or between individuals, one concern is brand awareness. Individuals want to
be noticed both socially and professionally. People want to be remembered by others.

However, in the digital landscape you have to be very careful when trying to pursue your brand
awareness. Think carefully before doing. What we mean by this is that before creating a hash
tag, posting on a Face book wall or texting – think how the other person will feel when they
receive your message.

 Character, Behavior, Honesty

Your character reflects your individuality and your behavior exhibits your personality. Business
etiquette encourages revealing your positive qualities. This helps your reputation.

Always be honest and remember that it takes a long time to develop trust and a good reputation
and only one small mistake to lose it. Business etiquette provides a framework for stating the
boundaries of terms & conditions, contracts and promises.

 Sensitivity & Diplomacy

A key pillar of business etiquette is sensitivity, meaning giving careful thought to every business
aspect before making a judgment. This gives a strong foundation to your business.

The Key Differences in Cultures You Need to Understand

 Gender roles

When it comes to international business, gender roles can cause a lot of confusion.
Understanding the appropriate gender etiquette can help you avoid uncomfortable situations.
 Most often, gender roles are about personal boundaries and physical contact with men and
women. In many countries, especially in the Arab world, women shouldn’t shake hands with
men, for instance. Furthermore, older generations in countries like Japan are not often
comfortable shaking hands with Western women. If you are a woman traveling or you know
there will be women at the business meeting, it is important to come to grips with the gender
roles to navigate meetings in a respectful manner and to prepare yourself for how you might be
approached in the country.

 Personal space

Personal space varies with respect to gender, but personal space is important in other contexts as
well. In general, South American countries can be a lot more physical, even in a business
context, than Asian countries.

Naturally, there are differences within countries in the same continent. For example, European
nations are very different when it comes to personal space. While the French don’t mind kisses
on the cheek when greeting, the Finns are especially careful about their personal space.

 The food and drink cultures

Food and drink are a big part of doing business these days. In many countries, a business dinner
or lunch is part of the deal making process, so it is important to understand the food and drink
culture of the country you are travelling to.

 Business gifts

When it comes to doing business, handing out gifts is often considered a lovely thing to do. But
countries and cultures vary greatly on what type of gifts are considered appropriate. In many
Western countries, gifts can often be considered inappropriate in the first place, while in Asia
gifts are very much expected.

Issues Surrounding the Business Culture

Finally, you should be aware of the specific differences in the business culture within countries
and cultures. There are great differences in cultures when it comes to the way you conduct
business and maintain relationships. If you want your international business relationships to
flourish, you need to master the specific aspects of the business culture.

To master appropriate business etiquette in the business culture, focus on the following themes:

 Showing respect – There isn’t a country in the world where you don’t need to be respectful but
there are different ways of getting around it and you have to be extra cautious in certain
situations. For example, in Japan it is extremely important to show your respect to the older
generations, while this isn’t as important necessarily in Western countries. While shaking hands
in the US is considered respectful, in Japan, a simple bow might be considered more respectful.
 Business cards – There are some cultures where the handing out cards is especially important
and in many cultures, there are unwritten rules as to when and where you are able to hand out the
cards. For instance, Japan takes business cards almost ceremonially, whereas Italians do not like
exchanging business cards outside of business functions.

 Talking about deals – Whereas you might be able to get straight to the point in countries like
Germany, there are many cultures, such as many Arab countries, where you need to keep it
casual for a long time before starting to talk business.

 The word ‘no’ – Interestingly, your international business etiquette needs to tune into the use of
the word ‘no’. While many Western countries can be very direct during business meetings
without considering it rude, in other cultures you need to be very careful in how you decline
things.

Regional Business Etiquette Tips

ASIA
CHINA
 Provide a gift for the person you are conducting business with but keep the following in mind:

 When handing out the gift always use both hands.

 Don’t give a watch as a gift, as it represents death in China.

 Avoid black, blue or white wrapping paper.

 Chinese people will decline the gift three times, but you need to insist they take it. When you are
provided with a gift, you should do the same.
 Chinese people appreciate a conservative dress code and you should avoid physical contact while
conversing.

 If you happen to have family roots in China, you can give yourself a Chinese name to use when
doing business in the country. This is considered a sign of respect, but you should only do it if
you have Chinese roots or you have moved to the country to do long-term business.

 After a business meeting, allow Chinese partners to leave the meeting room first.

JAPAN
 In Japan, bowing is a typical way of greeting each other. Handshakes sometimes occur but you
should let the Japanese person initiate it.

 The business meeting is often led by the senior member in the group, while younger members
converse less out of respect.
 Furthermore, similarly positioned people in different groups should sit across from each other.
Junior position employees should never sit across from senior employees.
 Giving gifts is common, but you should pay special attention to how you present your gift. Never
hand out a gift that isn’t wrapped!

 Japan is especially sensitive to the word ‘no’. In the country, it is customary to respond with a
‘yes’ even if you disagree with what is being said.

INDIA

 While you can show up to meetings on time, don’t be surprised if Indian business partners are
late.

 Like in Japan, the word ‘no’ can be considered rude in India. Try to use words like ‘We will see’
or ‘Possibly’ instead of saying ‘no’.

 If you are offered a meal by your business partner, never say ‘Thank you’ at the end of it, as it is
considered to be a payment on your behalf and therefore insulting.
 Avoid eating beef at business meetings!

LATIN AMERICA
BRAZIL

 Business meetings often last longer than planned, but do not leave before the meeting has
officially ended. Leaving early is considered rude.

 In Brazil, physical contact during conversation is natural and highlights the trust between
business partners.

 Unlike in India, eating with your hands in Brazil should be avoided. Even if you were eating a
sandwich, you’d want to use a napkin or other such utensil.

EUROPE
THE UNITED KINGDOM

 When conversing with the British, try saying ‘Please’, ‘Thank you’ and ‘Sorry’ frequently, as
this is considered polite.

 The British often don’t retain eye contact during a conversation.

 Unlike Brazilians, Brits like to have personal space, so don’t stand too close.
 GERMANY

 Business events are well-structured and straight to the point. You don’t want to be joking during
business meetings.

 Be punctual and on time – Germans are hardworking, so you want to highlight your respect
toward this attitude.

 When entering business meetings, allow the oldest person to enter the room first.

NORTH AMERICA
THE UNITED STATES
 You can conduct business even outside meetings – for instance, Americans often talk business
over breakfast, lunch or dinner.

 Don’t give gifts to your US business partners, as this can be considered bribery. Handwritten
notes to say ‘Thank you’ are sufficient.

 The firmer the handshake the better impression you’ll make.

CANADA
 Like Germans, Canadians are punctual and being on time is considered a sign of respect.

OCEANIA
AUSTRALIA
 Australians are quite relaxed about the dress code, even in business meetings.

NEW ZEALAND

 Be on time for business meetings and come early if possible.

 During a meal, conversing should be kept to a minimum and continued after the meal is eaten.
 Don’t talk business over dinner – if you need a business meeting over food, organize it for
lunchtime.
 Recommendations
Many businesses today operate on a global scale. Therefore, if communication is to be effective,
it is important to be aware of cultural differences, and to be sensitive to them.
You can improve your cross-cultural communication skills by recognizing cultural differences,
by being willing to accept that other people have different beliefs and assumptions, by being
open-minded enough to know that not everyone has the same standards and theories as you, and
by constantly making an effort to improve your intercultural communication skills

Checklist for Communicating Effectively Across Cultures

If you are to communicate effectively in a culturally diverse workforce, here is a checklist of
points to remember.
1. Show respect.
2. Show empathy
3. Do not pre-judge
4. Be open-minded
5. Avoid distractions
6. Be patients
7. Look for similarities
8. Send clear messages
9. Recognize your prejudices
10. Treat people as individuals

Other Points to Consider

 What is the most appropriate way to schedule a meeting?
 How far in advance does a meeting need to be scheduled?
 How are meetings confirmed, if at all? Should confirmation come by email, telephone or other
method?
 Is it worthwhile to translate business cards into the local language? If so, who as a native
speaker can assist with and proofread the translation?
 How are initial business meetings conducted?
o How and when should business cards be presented?
o Is it appropriate to bring a gift?
o If so, what kinds of gifts are appropriate? Which kinds of gifts are not appropriate?
o How, if at all, should business gifts be wrapped?
 Are thank you emails appropriate? If not, what is the preferred method of conveying thanks?
 What other types of follow up to meetings are expected?
 What is the appropriate business attire?
 What are the most common social meeting places?
 Is business typically conducted in a social setting or in an office setting?
 Are there any special foods or dietary customs of which to be aware?
 What are appropriate conversation topics?
 What are inappropriate conversation topics?
 What are the most common cultural mistakes that others make in doing business in the host
country?
 Do minorities and/or women have any special considerations for doing business in the host
country?
 Has social media usage in and outside of the work place created any special issues or
problems?
 What other issues should be considered when conducting business in the host country.

Conclusion
Good communication is as stimulating as black coffee, and just as hard to sleep after.
The colossal misunderstanding of our times is the assumption that insight will work with people
who are unmotivated to change. Communication does not depend on syntax, or eloquence, or
rhetoric, or articulation; but on the emotional context in which the message is being heard.
People can only hear you when they are moving toward you, and they are not likely to when
your words are pursuing them. Even the choicest words lose their power when they are used to
overpower. Attitudes are the real figures of speech.
Some proverbs
 When people talk, listen completely. Most people never listen
 The problem with communication... is the illusion that is has been accomplished.
 The right to be heard does not automatically include the right to be taken seriously.

"Communication works for those who work at it." John Powell

References
A.Piece, J. (n.d.).
Branson, R. (1998). Leadership Qualities , 54-60.
Humes, J. (n.d.).
Robbins, T. (n.d.).
Theresa, M. (n.d.).
Tracy, B. (2002). Importance of Comunication, 174-180.
Twain, M. (n.d.).