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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
• 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
[email protected] www.colleenrickenbacher.com
Co-Founding Partner ofGlobal Protocol, Etiquette & Civility Academy
(PEC) Which Specializes in Teaching PEC for Clients
Worldwide
www.globalpecacademy.com