Etiquette & Culture

Dr Aparna Rao

Etiquette
Rule is to break all rules, or so it seems
Lack of awareness about how people should treat
each other
Challenges, upsets, miscommunication
Respect should be mutual, answer rudeness
with courtesy

First Meeting/Interaction
Address Formal name, unless introduced by
first name
Introduce everybody present e.g. Invictus,
wins allies and shows etiquette savvy grace
First meeting Look the person in the eye, smile
and offer to shake hands
Have a firm handshake wimpy handshake
dead fish, wet, cold etc. negative impressions

Basics
Old-fashioned courtesy, politeness, Ps & Qs
multigenerational approach
Kindness the language that the deaf can hear
and the blind can see
Integrity Trust fragile; keeping commitments
sends non-verbal messages of trustworthiness
Never Interrupt uninvited visits to others
cubicles, peeping over shoulders to see their work,
calling, pinging etc. message or take permission

Essentials for Workplace Etiquette

Language professional tone and language, assertive
Gender Equation gender specific remarks,
complimenting/commenting on ones attire, dirty jokes,
discussing private matters
Workplace friendships ensure professionalism at
work, focus on tasks rather than people, workplace
crowd also noticed
Professionalism Karimbhai story, Lawn mower story,
ICAI student story
Observe those who have earned genuine respect in your
organization, emulate them

Telephone Etiquette
Speak clearly Avoid holding the phone under the
chin, sounds like mumbling
Speakerphone take permission to be put on speaker
Introduction name, company, purpose
Return calls if a call is missed, return immediately,
same working day
Avoid juggling putting someone on hold, taking
another call negative impressions
Take permission before putting someone on hold
For more time, ask if you can call back

Telephone Etiquette
Voice Mail Brief full name, reason for call, contact
number
Avoid using voice mail as a screen/filter - be someone
who always returns calls or takes calls
Personal calls/mails at workplace minimum, short,
avoid
Sensitivity to others volume in personal and telephonic
conversations
Privacy Difficult at workplace, but if you are privy to
somebodys conversation, stay out
Avoid calls when you are travelling in public transport

Workplace Senses
Cleanliness avoid clutter on your table, respect
hygiene needs at shared places
Sensitivity to Others shared places, services etc.
Etiquette begins with sensitivity & tolerance
Good etiquette reflects your culture and
upbringing
Fine manners need the support of fine manners in
others."
RalphWaldoEmerson

Culture & Communication Styles

Culture Beliefs, behaviours, objects and
characteristics of particular group or society
High Context Vs Low Context
Direct Vs Indirect
Formal Vs Informal
Note: Variations observed within each group

High Context
High context cultures Asia, Middle East,
Africa, South America
Communication style combine verbal and
nonverbal messages to convey entire meaning
Important for listeners to be sensitive &
observant
For speakers - Appear to be listening, but closed
body language; e.g. folded hands

Low Context Cultures

Low Context Cultures United States, Germany,
Switzerland, Scandinavian countries
Reliability on literal and precise meaning of words
Explicit conversations
Preference for written communication as this
preempts subtleness of nonverbal communication
Avoid initiating conversations without formal
introductions

Dimensions
Dimensions of culture variation
Low context cultures assume commonality and
more shared understanding, responsibility on
listener to interpret information, could cause
breakdowns
Low context seen as more tolerant and
understanding of diversity
E.g. Japanese see Westerners as blunt
Westerners see Japanese as secretive, not
forthcoming with information

Dimensions of Differences Observed

Monochronic Vs Polychronic
One task at a time vs multiple tasks at the same
time
E.g. Germans cannot understand how his
French/Arabic counterpart can interrupt
meetings by taking other calls
American employee in German workplace feels it
is closed and unfriendly because of closed door
discussions

Dimensions of Differences Observed

Future Vs Present Vs Past Orientation
Past-oriented societies Britain, China, India,
Japan, conservative in management, steeped in
traditional practice
Present Oriented Some Latin American countries
believe in short-term results, living in the present
Future Oriented Optimism about the future,
management seen as result of planning, doing,
controlling, instead of waiting for things to happen
United States, Brazil increasingly, metropolitan
cities in India

Dimensions of Differences Observed

Quantity of Time
Parts of India, Latin America, Saudi Arabia time
appears to be plentiful; rely on trust to do
business
Germany, United States of America, Metropolitan
cities like Mumbai time in short supply, no time
to build trust for business

Individualism Vs Collectivism

Dimensions of Differences Observed

Power Distance Extent to which people accept
differences in power The boss is always right
because he is the boss or only when he gets it right???
High power distance countries/communities Bypassing a superior insubordination India for
e.g.
Low power distance countries/communities
bypassing a superior not a big deal, interaction
amongst seniors and juniors on equal footing in
society

Dimensions of Differences Observed

Individualism Vs Collectivism
Individual uniqueness valued in individualistic
cultures
Self determination valued
Belief in universal values to be shared by all
Collectivism believed that different values exist
amongst different groups

Asian Cultures Collectivist

Anglo Cultures - Individualist

Body Language & Culture

Gestures vary from culture to culture
Gestures should be read in clusters
Should be interpreted as a whole, in the context
of communication
Actions speak louder than words
Watch out for different meanings of gestures and
actions in different cultures

Mehrabian Model
Non-Verbal Signals - 93% of your communication - 55%
(body language, eye contact), 38% vocal (pitch, speed,
volume, tone of voice)
Impact of actual words is only 7%
And with the spotlight on you- in an interview or a
presentation, your non-verbal communication is as
important as your verbal

Some examples

Eye contact stare, quick blinking,

frowning, glance, eyes distracted
Hand gestures thumbs up, steeple,
hands on face, mouth, nose tap
Hand shakes and etiquette with
superiors, low context and high context
cultures, ladies

 To conclude - Communication is about

expression, making meaning

Requires good input skills observation,

listening, reading, sensitivity

References
Body Language; Allan & Barbara Pease
A Quick Guide to Cultural Competency Dr Sangeeta
Gupta
Business Communication Meenakshi Raman &
Prakash Singh
Awnload 2/4/08)

httpww.lifepositive.com/mind/psychology/bodylanguage/body-work.asp (date of download 2/4/08)

THANK YOU