A Global Perspective or An International Faux Pas “It could cost you a business deal” HSMAI...

A Global Perspective or An International Faux Pas

“It could cost you a business deal”

HSMAI AustinColleen A. Rickenbacher

14 September 2012

Initial Facts You Need

The way we do things in the USA are not the customs in other countries

Your first impression…

The Handshake and Introductions

The USAHandshake• Introduce

yourself

•Always be ready

•Web to web

•Eye to eye

•Smile

In Other Cultures•Significance of

age, rank, official title

•Names used in public

•First name basis

•Handshakes/Bows

•Addressing a person

Handshakes

•Greetings

•Physical closeness

•Touching

•Body language

•Eye contact

Handshakes

•Hugs and Kisses

•Exchange

• First meeting

• Start and ending of meeting

Introductions

Introductions

Higher to Lesserauthority/rank

Introductions

Higher to Lesserauthority/rank

Older to younger when rank is not

involved

Introductions

Older to younger when rank is not

involved

Woman to man when rank is not a

factor

Higher to Lesser

authority/rank

Introductions

Use formal titles!

Business Card Etiquette• Always have them

• Condition

• Presentation

• Emphasis on card

• Case or portfolio

• Storing them

• Translation

• Not flyers

Let’s Go Global for Dress and

Appearance• Dress conservatively• Men still wear suits and ties. Often remove

jackets during meetings• Avoid bright and vivid colors initially• Modesty in women is important• Woman showing a lot of cleavage or wearing

very short skirts will lack respect

Gestures and Faux

Pas

GiftsGiving and

ReceivingGuidelines

Gift Do’s

and Don’ts•Accepting

•Presenting

•Protocol

•Superstitions

•Numbers and colors

•Costs

Tips for Some Cultures

• Refused at least three times before accepting. Do the same.

• Present and receive gifts with both hands (or with right hand)

• Elaborate gift wrapping is necessary

• Be prepared with a gift on first meeting

• Gifts generally not opened when received

Colors and Significance

• USA: Black death

• Europe: Black death

• Asia: Wear white funerals

• Buddhist: Name in red for funerals (so never write their name in red in Asia). Watch your business cards but good for other choices even logos or product (just not names)

• Asia: Red and gold lucky; bonuses given in red envelopes; red candles burned at birthdays; brides wear red

• England: red more masculine than blue

• Yellow considered more feminine than pink in many countries

Colors

• Yellow can convey cowardice or sickness or also high ranking (Asia) – Yellow rose of Texas

• Green: Islam, not a good choice in dealings; green headgear in China is the symbol for a “pimp”

• Before you present a gift; print you business cards; or dress for that meeting, check with a contact or mentor in that country

Understanding the BasicsInternational Visitors

Understanding the BasicsInternational Visitors

Are they coming to you or are you going

to them?

Understanding the BasicsInternational Visitors

Are they coming to you or are you going to them?

Checklist

Global Travelto Austin

United Kingdom•46% Vacation and 32% Business•Over $160 million in direct travel

spending throughout Texas•25,000+ visitors

Germany•53% Vacation and 27% Business

•12,000+ visitors

France•42% Vacation and 36% Business

•11,000+ visitors

10% Percent of Global Travelers Visit Austin

Austin Global Visitors

Netherlands•48% Vacation and 39% Business•38,000 visitors in 2011 to Texas

with 17.1% visiting Austin

South Korea•28% Vacation and 54% Business•27,000 visitors in 2011 to Texas

with 28% visiting Austin•$62 million in direct travel spending across the state

•Spend more and stay longer

Global Spending Increases Annually

Must KnowCountry Brief

Formula 1United States Grand

Prix• Visitors

• Mexico

• Canada

• Europe

• Asia

• Middle East

Dining Etiquette• Eating

• Spitting, licking,, burping

• Drinking

• Ordering

• Paying

• Tipping (0-20%)

Respect for Holidays & Vacations

Italy

France

Great Britain

Canada

USA

Holidays and Religious Celebrations

42 days

37 days

32 days

?? days

14 - 21 days

Respect for Holidays & Vacations

Italy

France

Great Britain

Canada

USA

42 days

37 days

32 days

?? days

14 - 21 days...but 41% cannot take time

Holidays and Religious Celebrations

Communicating

• Email

• Time Zones/24 hour clock

• Translation

• Dates

• 14 September 2012

• 14/09/12

Cultural Mentors

• Language

• Conversations

• Gestures and Public Manners

• Business Attire

• Setting up Meetings/ Initial Meeting

• Woman’s Role

• Conducting Meetings

• Protocol of Meetings

Safety and Health•Awareness

• SARS/virus/flu

• Inoculations

• Doctors

• Prescriptions

• Water

•Visible/Vulnerable• Pickpockets and

purse-snatchers

•Passports• Duplicate copy

•Credit Cards• Copy back of cards

• Non-800 numbers

•Register Embassies• Travel.State.Gov

• STEP

Tips toMove Around

Gracefully

Reception and Networking•Your entrance

•Appropriate dress

•Third party introductions

•Where do you go first?

•Best group to approach

Proper Seating

Is there really an

important seat?

Table Seating

Punctuality• You arrive on time,

but your host may not

• 15 to 60 minutes not a problem

• More important person may keep you waiting longer

• Later meetings/meals - 9 p.m./2100

• Time is flexible

SkillsDevelop your skills to be sensitive and comfortable so it comes naturally. You want to be

constantly perfecting your

cultural competence.

Phrases and Words

Always try to learnand speak at leastten words/phrases

Flag Protocol

The Order Does

Make the Difference

U.S.A.and State Flags

• All state flags may fly at the same height as U.S. flags

• U.S. flag must be on the right (viewer’s left)

• Texas consistent with other states

• State flags either in order of admittance to Union or alphabetically

U.S. and Other Countries

• In the United States, the U.S. flag is displayed first followed by the flags of other countries at equal heights and in alphabetical order. (Check the correct name of the country)

Company Flag

• U.S. flag, state flag and company flag (facing display and same height)

• Two poles – U.S. flag (on right) state flag over the company flag on left

• Never fly a company flag on same pole as U.S. flag (state and city fine)

• Center pole higher, then U.S. center with state flag on viewer’s left and city or company flag on right

Other Displays

• If suspended, hang vertically with the union (stars) to viewer’s left

• Internationally –

• When flags of many nations are flown the flag of the hosting country should be placed on the viewer’s left (or center) with the rest following in alphabetical order in the language of the host country.

• Each country has their own guidelines

Flag Faux Pas

• Do not wear, advertise, print upon, eat or eat on, sit on, decorate, carry across the football field, or discard after use

Faux PasViolation…but looks beautiful

• Never carried flat, horizontally or draped.

Which is Correct?

Let’s Take A Quiz! International Customs

Quiz1. Your elegant business card, which contains a great deal of red, draws peculiar looks from some international clients. This is because:a) Buddhists write one’s name in red when they are dead

b) Some Mexicans find a name in red offensive

c) Red is the color of mourning in parts of Africa

d) All of the above

Quiz2. Marshmallows, corn on the cob, grits, pumpkin pie, crawfish, hot dogs.

True or False:

Most Europeans love those munchies.

Quiz3. Dinner reservations in Spain are generally for 8:00 p.m.

True or False?

Quiz4. Pesos are the accepted form of currency in Old San Juan, Puerto Rico.

True or False?

Quiz5. Sweden used to own Norway.

Wait...how are we

related?

True or False?

Quiz6. Saudi Arabians don’t eat lobsters.

True or False?

Quiz7. In Japan, tapping one’s finger repeatedly on the table signifies agreement and support of the speaker.

True or False?

Quiz8. Before female executives travel to Brazil, they should be certain their nails are well-manicured.

True or False?

Quiz9. What province was voted to join Canada in 1949?

a) Prince Edward Island

b) Alberta

c) Newfoundland

d) British Columbia

Quiz10. A British professor was a guest lecturer at an Islamic country university. During his address, he insulted the audience by displaying what part of his body?

a) His teeth

b) His left hand

c) The sole of his foot

Toast!

“Aish karo”(Enjoy – India)

"Cheers" (Thank you)

"Proost" (May it be good – for you)(The Netherlands)

“Salute” (To health)Or “Cin cin” (Italy)

" 乾杯 " ( かんぱい ) (Kanpai)Japan

" 干杯，乾杯 （ Gan Bei)" (Empty the cup/glass) (China)

Resources•Dept of State --

STEP www.travel.state.gov

Department of State: Information for U.S. Citizens Traveling Abroad

•www.usembassy.state.gov

Website for all US Embassies / Consulates / Missions etc. & Trade Statistics

Resourceswww.colleenrickenbacher.com

Thank YouColleen A. Rickenbacher, CMP, CSEP, CPC, CTA

10747 Rose Creek Court, Dallas, TX 75238 USA214.500.7516 360.323.0328 e-fax

colleen@crspeaks.com www.colleenrickenbacher.com

Co-Founding Partner ofGlobal Protocol, Etiquette & Civility Academy

(PEC) Which Specializes in Teaching PEC for Clients

Worldwide

www.globalpecacademy.com