Business Etiquette - tikzn.co.za · Business Etiquette 13 Introducing South Africa’s National Symbols South Africa’s coat of arms, or state emblem, is the highest visual symbol

Business Etiquette 1

Business Etiquette

2 Business Etiquette

Contents

Royal Protocol 3

Presidential Protocol 7

Provincial Government Protocol 8

Official Forms of Address 9

Introducing South Africa’s National Symbols 13

National Anthem of the Republic of South Africa 20

Introducing KwaZulu-Natal’s Provincial Symbol 22

Protocol for Other Countries 23

Trade & Investment KwaZulu-Natal Services 51


Royal Protocol

Arrival:On arrival, His Majesty should be met at the door of a venue by the host, accompanied by one or two people. • InwelcomingHisMajesty,oneshouldnotextendone’s handfirst.HisMajestywillextendhishand;• HisMajestymaynotbetouchedorhugged;• AtthetimeofHisMajesty’sarrivalatanevent/function, allguestsshouldalreadybeseated;• APraiseSingerwillannouncethearrivalofHisMajesty, hisentourageandhosts.HisMajestywalksinfront, flankedbyhishostandsecurity.ThePraiseSingerwill walkaboutonemetreaheadoftheKing.Guestsstand whenHisMajestyentersthevenue;• OnceHisMajestyhastakenhisseat,allthewomenpresent maybeseated.MenremainstandinguntilthePraiseSinger hailstheKing;• ItshouldbenotedthatHisMajesty,theKingisthelast(with theexceptionoftheStatePresident)tobeusheredintoa venueandistobethefirsttoleave.This,therefore,requires the provision of a ‘holding area’toallowforthesmooth observanceofthisprotocol,especiallyifamealisinvolved;• Guestsshouldnotwalkin,outoraroundavenuewhilethe PraiseSingerrecites.

His Majesty, King Goodwill Zwelithini KaBhekuzulu is the Reigning King of the Zulu Nation in South Africa.


Royal Protocol (continued)

Seating:• HisMajestywillalwaysbeseatedontherightsideofthehost;• ShouldaQueenbeattendingafunction/eventwithHis Majesty,sheistobeseatedbesidehimonhisrightside.

Addressing the King:• HisMajesty,theKingmaybeaddressedasfollows: - HisMajesty,theKing; - HisMajesty; - Isilo; - Ingonyama; - Hlangalomhlabathi; - IsiloSamabandla;• ItisforbiddentorefertoHisMajesty,theKing,byhisfirst nameornames;• Theterm‘RoyalHighness’iscommonlyusedwhenreferring totheQueensandothermembersoftheRoyalFamily.

Hail the King:• ThesequenceinvolvedintermsofhailingtheKingisas follows: Wena Wendlovu! Wena Wendlovu! Bayende!• ThePraiseSingerwillleadthesequenceandtheaudience repeatsthesamesequence;• ItisnotnecessaryforeveryspeakertohailtheKingusing thissequence;onemayaddresstheKingasHisMajesty,or throughtheusageofoneofthefollowingterms;HisMajesty, theKing,Isilo,Ingonyama,Hlangalomhlabathi,orIsilo Samabadla;• OneshouldaddresstheQueensas‘HerRoyalHighness’or ‘Ndlunkulu’;



• Oneshouldrefertothe‘Queens’,‘Queen’or,inZulu ‘Ndlunkulu’,andnot‘theKing’swife’;• ThePraiseSingerisreferredtoas‘Iyosi’andnot‘Imbongi’; thisisinrespectforoneoftheKing’sfirstnames.

Decoration / Seating:Whendecoratingavenueorcompilingaseatingplan,thefollowingshouldbeobserved:• Blackclothdrapingmaynotbeused;• TheroyalcolourscompriseRoyalBlueandRoyalMaroon;• GuestsseatedclosesttotheKingwithinavenuemaynotbe positionedsuchthattheirbacksaretoHisMajesty.

The King’s Role in Proceedings / Programme:• AnespeciallyselectedindividualinvitesHisMajestytothe podium,afterhavingbrieflypresentedtheKingtothe audience/guests;• TheKingshouldbeinvitedtodeliverhisaddresstowards theendoftheprogramme.Nootherspeakersshouldfollow HisMajestyoncehehasspoken,withtheexceptionofthe individualtaskedwithdeliveringaVoteofThanks,orthe makingofannouncements.

Eating:• NophotographsmaybetakenwhiletheKingiseating;• TheKingshouldnotbedisturbedduringthecourseofameal;• GuestssharingtheKing’stableshouldnotmovefromtheir seatswhileHisMajestyiseating;• GuestssharingtheKing’stablemaynotleavethevenue until after His Majesty has departed.


General Contact:• ItisnotpermittedtotouchorhugHisMajesty;• TheseatsadjacentHisMajestywithinavenuemustalways beoccupied.ShouldtheHostmovetothepodium,thenext personshouldmoveintothevacatedseatnearesttheKing;• TheHostwillcommunicateanyprogramme/procedural changes/amendmentstothedesignatedofficialandnotto HisMajesty,theKing;• HisMajestymaynotbeaskedanyquestionsabouthis childrenortheQueens.

Interviews:• ItisnotgenerallypermittedtoconductinterviewswithHis Majesty,theKing;• TheKing’saddresswillbemadeavailabletomembersof the media who may not be able to record His Majesty while he addresses the audience.



The Head of State of the Republic of South Africa is Addressed as the President:HisExcellency,President(Name)

Addressing the President verbally and in writing: - MrPresident; - HonourablePresident(name); - TheHonourablePresidentoftheRepublicof SouthAfrica(Name); - HisExcellency,President(name).

General Protocol:• AnyrequeststomeetthePresidentorinvitehimtobeguest ofhonouratanevent/function/ceremonymustbemadein writingandaddressedtohisPrivateSecretary.He/shewill, thereafter,conductallthenecessaryconsultationworkand adviseastothePresident’savailabilityandprovide comprehensiveprotocolrequirements;• ThePresident’sProtocolOfficewillcontacttheindividual requestingthemeeting/extendinganinvitationtothe President;• ShouldthePresidentattendanevent/function/ceremony, theMasterofCeremoniesorProgrammeDirectorshould announcethefactthattheHonourablePresidentofthe RepublicofSouthAfrica,(name)hasarrivedandisabout toenterthevenue.Allguestspresentshouldriseandonly oncethePresidenthasbeenseated,shouldtheyresume theirownseats;• IfoneistheHost,thePresidentshouldbeshowntohisseat. OncethePresidentisseated,onemaythentakeone’sseat besidehim;• UponmeetingthePresident,oneshouldtakethePresident’s righthand.

Presidential Protocol


The First Citizen of the Province is addresses as the Premier.

Addressing the Premier, MEC’s and Ministers:• WithintheconfinesofParliament,thePremier,MEC’sand Ministersareaddressedas‘TheHonourable,’followedby theirfullnames;• OutsideParliament,thePremier,MEC’sandMinistersmay beaddressedusingtheirrespectivetitlesanddesignations, suchas‘DrZweliMkhize,PremierofKwaZulu-Natal.’

Addressing Members of Parliament:WithintheProvinceofKwaZulu-Natal,MP’sarereferredtoasMembersofProvincialLegislature.

Provincial Protocol


Official Forms of Address

Thereisadifferencebetweenwrittenandverbalformsofaddress.

Whenanenvelopeisaddressedtoapersoninoffice,thespouse is not included.

Witheffectfrom1June1985,adecisionwastakenbyCabinetthatnopersoninofficeshouldbearthetitle‘Honourable’,withtheexceptionofjudges,whoareaddressedas‘YourHonour-able.’Theterm‘Honourable’isonlyusedforjudicialleaders,aswellasbytheMembersofParliamentwhilstinsession.

Theterm‘YourExcellency’maybeusedforForeignMinisters/Ambassadors.

Theterm‘YourWorship’isusedforExecutiveMayors.


Official Forms of Address(continued)

National Level

Office On Envelope Written Verbal*

President ThePresidentMr/Mrs/Miss/Ms(Name)

DearMr/MadamPresidentorDearMr/Mrs/Miss/Ms(Name)

Mr/MadamPresident

ExecutiveDeputyPresident

TheExecutiveDeputyPresidentMr/Mrs/Miss/Ms(Name)

DearMr/MadamDeputyPresidentorDearMr/Mrs/Miss/Ms(Names)

Mr/MadamDeputyPresident

Chief Justice TheHonourableMr/Mrs/Miss/MsJustice (Surnameonly)

DearMr/Mrs/Miss/Ms Chief Justice or DearSir/Madam

Outside Court:Judge/Sir/MadamIn Court:MyLord/MyLadyorHisLordship/HerLadyship

PresidentoftheConstitutional Court

TheHonourableMr/Mrs/Miss/MsJustice(Surnameonly)

DearMr/MadamPresidentoftheConstitutional Court or DearMr/Mrs/Miss/MsJustice(Name)orDearSir/Madam

Judge/Sir/Madam

FormerPresidents

Mr/Mrs/Miss/Ms(Name)

DearMr/Mrs/Miss/Ms(Name)

Mr/Mrs/Miss/Ms(Name)orSir/Madam

Cabinet Ministers

Mr/Mrs/MissMs(Name),MP,Minister of (Dept)

DearSir/MadamSpeakerorDearSir/Madam

Mr/MadamMinister,thereafter use the term:Sir/Madam

SpeakerofParliament

Mr/Mrs/Miss/Ms(Name),MP,SpeakerofParliament

DearMr/MadamSpeakerorDearSir/Madam

Mr/MadamSpeakerthereafter use theterm:Sir/Madam

WrittenandVerbalFormsofAddress

*Terminologyreferstodiscussionandnotintroduction.


Official Forms of Address(continued)

National Level


ForeignHeadsof Missions

His/HerExcellency,Mr/Mrs/Miss/Ms(Name)Ambassador/HighCommissioner

YourExcellencyorDearMr/MadamAmbassador/HighCommissioner

YourExcellencyorMr/MadamAmbassador/HighCommissioner or Sir/Madam

Chargéďaffaires

TheChargéďaffaires(Name)e.t/aiEmbassyof(Country)

DearMr/MadamChargéďaffairesorDearSir/MadamorDearMr/Mrs(Name)

Mr/MadamChargéďaffaires,thereafterusetheterm:Sir/Madam

Heads of other PermanentDiplomaticMissions

Mr/Mrs/Miss/Ms(Name),PermanentRepresentativeof(Country)orInterestof(Country)


Sir/Madam

Chief Whip Mr/Mrs/Miss/Ms(Name),MPChiefWhip: National Assembly

DearMr/MadamChief Whip or DearMr/Mrs/Miss/Ms(Name)orDearSir/Madam

Mr/MadamChiefWhip, thereafter usetheterm:Mr/Madam orSir/Madam

Chief of the SouthAfricanDefenseForce

General/Admiral(Name),ChiefoftheSouthAfricanDefense

DearGeneral/Admiral(Name)

General/Admiral

JudgeofAppeal TheHonourableMr/Mrs/Miss/MsJustice(Surname)

DearSir/MadamorDearJudge


Judge TheHonourableMr/Mrs/Miss/MsJustice(Surnameonly)

DearSir/MadamorDearJudge




Official Forms of Address

National Level


Members of Parliament

Mr/Mrs/Miss/Ms(Name),MP

DearMr/Mrs/Miss/Ms(Name),MP

Sir/Madam

Heads of GovernmentDepartmentsandInstitutions

Mr/Mrs/Miss/Ms(Name),(OfficialDesignation)

DearSir/MadamorDearMr/Mrs/Miss/Ms(Name)

Sir/MadamorMr/Mrs/Miss/Ms(Name)

PROVINCIAL LEVEL

Members of theExecutiveCouncil(MEC)

Mr/Mrs/Miss/Ms(Name),MECof(Department)

DearSir/MadamorDearMr/Mrs/Miss/Ms(Name)

Sir/MadamorMr/Mrs/Miss/Ms(Name)

SpeakerofProvincialLegislature

Mr/Madam(Name),MPorSpeakerofProvincialLegislature


Mr/MadamSpeaker,thereafter use the termSir/Madam

Members of Legislature

Mr/Mrs/Miss/Ms(Name),MemberofLegislature


Sir/Madam

LOCAL GOVERNMENT LEVEL

ExecutiveMayor His/HerWorship,the Mayor of (City)orCouncillor/Alderman(Name)orCouncil-lor/Alderman,Mr/Mrs/Miss/Ms(Name)

DearMr/MadamMayor or DearCouncillor/Alderman

Mr/MadamMayor,thereafter use the term:Sir/MadamorCouncillor or Mayor/Alderman

Councillors Councillor(Name) DearCouncillor(Name)

Sir/Madam

Municipal Manager

Mr/Mrs/Miss/Ms(Name)

DearSir/Madam Sir/Madam

WrittenandVerbalFormsofAddress



Introducing South Africa’s National Symbols

SouthAfrica’scoatofarms,orstateemblem,isthehighestvisualsymbol of the state. • ItscentralimageisaSecretary Birdwithupliftedwings,with thesunrisingaboveit;• Belowthebird,istheProtea,anindigenousSouthAfrican flower,representingtheaestheticharmonyofallthecultures andthecountryfloweringasanation;• Theears of wheatareemblemssymbolisingthefertilityof theland;• Thetusks of the African elephant symbolise wisdom, steadfastnessandstrength;• Atthecentrestandsa shieldsignifyingtheprotection affordedtoSouthAfricans,abovewhicharepositioneda spear and knobkierie,representingthedefenseofpeace, ratherthanapostureofwar;• WithintheshieldareimagesoftheKhoi-San people,thefirst inhabitantsoftheland.Thefiguresarederivedfromimages ontheLintonStone,aworld-famousexampleofSouth Africanrockart.

Themottoofthecoatofarms-!ke e:/xarra//ke–isintheKhoi-Sanlanguageofthe/Xampeopleandmeans“diverse people unite,” or “people who are different joining together.”

NationalCoat of Arms



(continued)

The National Flag of the Republic of South Africa was:• AdoptedonFreedomDay,27April1994;• Firstflownon10May1994–thedayNelsonMandelawas inauguratedasPresident.

Thecoloursrepresentdifferentmeaningsfordifferentpeopleand therefore no universal symbolism should be attached to any of the colours.

Thecentraldesignoftheflag,beginningattheflag-pole,adoptsa‘V’formandflowsintoasinglehorizontalbandandtotheouteredgeandmaybeinterpretedastheconvergenceofdiverseelementswithinSouthAfricansociety,takingtheroadahead in unity.

The NationalFlag


Introducing South Africa’s National Symbols (continued)

How to Fly the Flag:WhentheNationalFlagisdisplayedverticallyagainstawall,thered band should be to the left of the observer with the hoist or the cord seam at the top.

Whenitisdisplayedhorizontally,thehoistshouldbetotheleftofthe observer and the red band at the top.

WhentheNationalFlagisdisplayedbesideorbehindaspeakeratameetingorfunction,itmustbeplacedtothespeaker’sright(itmustalwaysbetotheleftoftheviewingaudience).

Whenplacedsomewherewithinavenue,itshouldbetotherightoftheaudienceastheaudiencefacesthespeaker.



(continued)

When the National Flag is Displayed Together with:• Anyotherflags–itmustbehoistedfirstandloweredlast;• Thenationalflagsofothercountries–alltheflagsshould beofapproximatelyequalsizeandmustbeflownatan equalheight.TheNationalFlagoftheRepublicofSouth Africamustbeontherightsideofthebuildingorplatform (thatistosay,ontheleftsidefromtheobservers point-of-view);• Anyotherflags–notbeingothernationalflags,onseparate flagstaffs,theNationalFlagmustbeinthemiddleoronthe leftsidefromtheobserver’spoint-of-view,oratthehighest pointofthegroup;• Anyotherflagsonthesameflagstaff–theNationalFlag mustbeatthetop;• Anyotherflagoncrossedstaffs–theNationalFlagmustbe totheobserver’sleftanditsstaffmustbeinfrontofthestaff oftheotherflag;• Anotherflagorflagsinprocession–theNationalFlagmust beonthemarchingright(thatistosay,ontheleftsidefrom theobserver’spoint-of-view).Inthecaseofarowofflags, theNationalFlagmustbeinthemiddleorontheleftside fromtheobserver’spoint-of-view,oratthehighestpointof thegroup.



NationalOrdersarethehighestawardsthatacountry,throughitsPresident,maybestowonitscitizensandeminentforeignnationals.Inmakingsuchawards,thePresidentisassistedbytheDirector-GeneralinthePresidency,whoistheChancellorofNational Orders. National Orders include:• Order of Mapungubwe–awardedforexcellenceand exceptionalachievement;• Order of the Baobab –awardedfordistinguishedin businessandtheeconomy,science,medicine,technological innovationandcommunityservice;• Order of the Companions of OR Tambo – awarded to HeadsofStateandotherdignitariesforpromotingpeace, co-operationandfriendshiptowardsSouthAfrica;• Order of Luthuli–awardedtoSouthAfricanswhohave madeameaningfulcontributiontothestrugglefor democracy,humanrights,nation-building,justiceandpeace, andconflictresolution;• Order of Ikhamanga–awardedforexcellenceinarts, culture,literature,music,journalismandsport;• Order of the Mendi Decoration for Bravery – awarded to SouthAfricancitizenswhohaveperformedextraordinary acts of bravery.

National Order



(continued)

National Animal

SouthAfrica’snationalanimalistheSpringbok.TheSpringbok(Antidorcasmarsupialis)derivesitscommonnamefromitscharacteristicjumpingdisplay,or“pronk”inAfrikaans.Thespecieshasadaptedtodry,barrenareasandopengrassplains.

National Bird

ThenationalbirdofSouthAfricaistheBlueCrane(Anthropoidesparadisia),thedistributionofwhichisalmostentirelyrestrictedtothecountry.Standingaboutametretall,thebirdisalightblue-grey,withalongnecksupportingaratherbulboushead,longlegsandelegantwingplumagewhichsweepstotheground.Althoughusuallyquiet,theBlueCraneemitsadistinctivehigh-pitchedandrattlingcroakwhichisaudiblefromsomedistance.

National Flower

TheGiant,orKingProtea(Proteacynaroides)isSouthAfrica’snationalflowerandisthelargestoftheProteas,whichmakeupanimportantpartoftheCapeFloralRegion,amajorglobalbio-diversityhotspotandaUNESCOWorldHeritageSite.


National Fish

SouthAfrica’snationalfishistheGaljoen(Dichiatiuscapensis),selectedbecauseofitsendemism–itisfoundalongthecoastfromNamibiatoDurban,andnowhereelseintheworld–fightingqualities,abundanceandpopularity.Itkeepstomostlyshallowwater,isoftenfoundinroughsurfandisknowntoanglersasagamefighter.Closetorocks,thecolouroftheGaljoenisalmostcompletelyblack,whileinsandyareas,thecolourissilver-bronze.

National Tree

TheRealYellowwood(Podocarpuslatifolius)isSouthAfrica’snationaltree.TheYellowwoodfamilyisancient,havinggrowninthispartofAfricanformorethan100millionyears.Inforests,thesetreesareabletogrowupto40minheight,withthebaseofthetrunksometimesupto3mindiameter.However,treesgrowinginunshelteredareas,suchasonmountainslopes,areoftenshort,bushyandgnarled.ThebarkoftheRealYellowwoodiskhaki-colouredtogreywhenold,isdeeplysplitandpeelsoffinstrips.Thecrownisrelativelysmallinrelationtotheheightofthetreeandisoftencoveredingreylichen.



National Anthem of the Republic of South Africa

TheofficialversionofSouthAfrica’snationalanthemcombinesNkosiSikelel’iAfrikaandDieStem/TheCallofSouthAfrica,thewordsofwhichareasfollowing(withanEnglishtranslationprovidedinbrackets.


National Anthem of the Republic of South Africa

Nkosi Sikelel’ iAfrika (GodblessAfrica)

Maluphakanyisw’uphondoLwayo, (RaisehighHerglory)

Yizwaimithandazoyethu, (HearourPrayers)

Nkosisikelela,thinalusapholwayo (Godblessus,weherchildren)

Morenabolokasetjhabasaheso (Godprotectournation)

Ofedisedintwalematshwenyeho, (Endallourwarsandtribulations)

Oseboloke,Osebolokesetjihabasaheso, (Protectus,protectournation)

SetjhabasaSouthAfrika–SouthAfrika. (OurnationSouthAfrica–SouthAfrica)

Uitdieblouvanonsehemel, (Ringingoutfromourblueheavens)

Uitdiedieptevanonesee, (Fromthedepthofourseas)

Ooronsewigegebergtes, (Overoureverlastingmountains)

Waardiekranseantwoordgee, (Wheretheechoingcragsresound)

Soundsthecalltocometogether,

Andunitedweshallstand.

Letusliveandstriveforfreedom,

InSouthAfricaourland.


Introducing KwaZulu-Natal’s Provincial Symbol

KwaZulu-Natal’s Coat of Arms • Thearmswereadoptedin2004;• Thezig-zagdivisionoftheshieldreferstotheDrakensburg mountains,whicharegreeninsummerandsnow-capped inwinter;• ThewhitestarreferstothebirthofChristandtherebyto Natal (which means birth),thenamegiventotheregionin 1479byVascodaGama;• Thestrelitziaflowerhasbeenthesymbolfortheprovincefor alongtimeandrepresents the beautyoftheprovince;• Theshiediscoveredbyatraditional Zulu beehive-style hut,stillusedinruralareas;• Theassegaiandknobkerriearetraditional symbols of authorityandareplacedbehindtheshield;• Theshielditselfisthetraditional Zulu shield, also seen in thearmsoftheformerhomeland,KwaZulu;• Thelionisthetraditional African symbol for kings and rulers;• Thewildebeestistakenfromthe old coat of arms of Natal.

ThemottoMasisukume Sakhemeans‘Letusriseandbuild.’

KwaZulu-NatalCoat of Arms


PROTOCOL FOR OTHER COUNTRIES

The following provides a guide to protocol to be followed when visiting other countries

around the world.


Language:PortugueseCurrency:Real(BRL)International Dialing Code: +55Time Difference:-3hoursGMTGreeting:Hello–‘Bomdia’(pronounced‘Bonedee’ah’)Goodbye–‘Tchau’(pronounced‘Chow’)

Dealing with a Business Counterpart:• Communicationisgenerallyinformalanddoesnotrelyon strictrulesofprotocol.Anyonewhofeelstheyhave somethingtosaywillusuallyoffertheiropinion;• Menshakehandswhengreetingoneanother,while maintainingsteadyeyecontact;• Womengenerallykisseachotheroneachcheek,starting withtheleftandmovingtotheright;• Businesscardsareexchangedduringintroductionsata meeting;• Itisadvisable,althoughnotarequirement,tohaveonone sideofabusinesscardtranslatedintoPortuguese.

Brazil


Language:EnglishCurrency:USDollar($)International Dialing Code: +1Time Difference:-4hoursGMT(NewYork)and-7hoursGMT(LosAngeles)Greeting:Hello–‘Hello’isquiteacceptableGoodbye–‘Goodbye’

Dealing with a Business Counterpart:• Greetingandcommunicationisgenerallyinformaland casual.Itisimportanttosmile;• Theuseoffirstnamesiscommon;• Itisimportanttoensurethatallpartiesareintroducedtoone another;• Menshakehandsasthecommonformofgreeting;• Whenmeetingawomaninbusiness,shakehands,asone wouldwithamalebusinesscounterpart;• Businesscardsmaybeexchangedwithoutformalritual;• Asregardstodress,peopleintheeastofthecountrytend to dress somewhat formally, while people from the west of thecountryareknownforbeingfairlyinformalintheirdress.

United States of America


Language:French,DutchandGerman(officiallanguagesofBelgium)Currency:Euro(€)International Dialing Code:+32Time Difference:+1hourGMTGreeting: Hello–‘Bonjour’(pronounced‘Bonjor’)forFrench,“Goedendag’(pronounced‘Gootintaag’)forDutch‘GutenTag’(pronounced‘Gootantaag’)forGerman

Dealing with a Business Counterpart:• Greetingentailsadegreeofformality.Abriefhandshakeis thecommongreetingamongstpeoplemeetingforthefirst timeandthisappliedtobothmenandwomen;• Initialmeetingsmaybeconductedonamoresocialthan businessfooting,astheBelgiansprefertoconductbusiness withpeopletheyknow;• Belgiansareexcellentlinguistsandmanyareparticularly fluentinEnglishandthereforecomfortableinconductingsuch meetingsinthatlanguage;• Businesscardsshouldbeexchangedatthetimeof introductionsbeingmade,butwithoutformalritual.

Belgium


Language:FrenchCurrency: Euro(€)International Dialing Code:+33Time Difference:+1hourGMTGreeting:Hello–‘Bonjour’(pronounced‘bonjor’),togetherwiththetitle‘Monsieur’(male)or‘Madame’(female)Goodbye–‘aurevoir’(pronounced‘ahrahv-wah’)

Dealing with a Business Counterpart:• Afirmhandshakeisthecommonformofbusinessgreeting andappliestobothmenandwomen;• Frenchbusinessetiquetterequiresadegreeofformalityand courtesyisemphasised;• Meetingsareheldtodiscussissues,notfordecision-making;• Inbusiness,theFrenchmayappearextremelydirect.Thisis becausetheyareunafraidofaskingprobingquestions;• ShouldonebeunabletospeakFrench,itwouldbeagood ideatoimmediatelyapologisefornotknowingthelanguage asthiscouldweassistindevelopingabusiness relationship.However,learningafewkeyphrasesinFrench would be advisable as this demonstrates an interest in formingalong-termrelationship;• Businesscardsshouldbeexchangedimmediatelyafter initial introductions, but without formal ritual.

France


Language:GermanCurrency:Euro(€)International Dialing Code:+49Time Difference:+1hourGMTGreeting:Hello–‘GutenTag’(pronounced:‘Gootantaag’)Goodbye–‘Aufwiedersehen’(pronounced‘Aauffveedeerzeahen’)

Dealing with a Business Counterpart:• Greetingsareformal;• Aquick,firmhandshakeisthetraditionalgreetingforboth menandwomen;• People’stitlesareveryimportantanddonaterespect.One shoulduseaperson’stitleandsurnameuntilinvitedtouse theirfirstname;• Oneshouldusethetitle‘Herr’(male)or‘Frau’(female) aswellasanyothertitle,suchasDoctor,togetherwiththe individual’ssurname;• Personalrelationshipsarenotcriticalinordertoconduct businessinGermany;• Meetingsmustbeconductedbyadheringtostrictagendas, inclusiveofstartandfinishtimes.Thisprocessmustbe treatedwiththeformalityitrightlydeserves,rememberingthat Germanyisheavilyregulatedandisquitebureaucratic;• Bepatientanddonotappearruffledbysuchstrictadherence tobusinessprotocol.Germansaredetail-orientatedandstrive tounderstandeveryfacetandeveryinnuendobeforecoming toanagreement;• Businesswomenshouldweareitherbusinesssuitsor generallyconservativedress;• Businesscardsaregenerallyexchangedduringintroductions atameeting,butwithoutformalceremony.

Germany


Language:DutchCurrency:Euro(€)International Dialing Code:+31Time Difference:+1hourGMTGreeting:Hello–‘Goedendag’(pronounced‘Gootintaag’)Goodbye–‘Totziens’(pronounced‘Totzeens’)

Dealing with a Business Counterpart:• Thequick,firmhandshakeisthegenerallyacceptedform ofgreetingforbothmenandwomen.Thehandshakeshould beaccompaniedbyasmileandtherepetitionofone’sname;• Apartfromthehandshake,theDutchdonotencourage physicalcontactwhendoingbusinessandpreferadherence toappropriatelevelsofpersonalspace.Theydonotgenerally demonstrateemotionoruseexaggeratedhandgestures;• TheDutchareextremelydirectintheircommunicationand may appear blunt, this is not intended to be offensive in any way;• Businesscardsareexchangedformallyatthetimeof introductions.

Netherlands


Language:SwedishCurrency:Krona(SEK)International Dialing Code:+46Time Difference:+1hourGMTGreeting:Hello–‘Goddag’(formal)(pronounced‘Goddag’)or‘Hej’(informal)(pronounced‘hey’)Goodbye–‘Hejdå’(pronounced‘heydaw’)

Dealing with a Business Counterpart:• Oneshouldaddressone’shostsbyeithertheirprofessional titleoftheirhonorifictitle,togetherwiththeirsurname,using ‘Herr’(male)or‘Fru’(female);• Afirmhandshakeisthecommonformofgreetingand appliestobothmenandwomen;• PersonalspaceisimportantinSwedenand,assuch,itis recommended that one maintains an awareness of the personal space of others at all times and that such space is notinvaded.Apartfromanintroductoryhandshake,any otherunnecessarytouchingshouldbeavoided;• Asnoparticularprotocolexistsfortheexchangeof businesscardsinSweden,suchexchangeshouldbe initiatedimmediatelyafterthecompletionofintroductions;• Punctualityiscriticalandregardedasbeinganabsolute essentialinallbusinessdealings.Beinglatereflectsbadly ononeandwillberegardedasanactofdiscourtesy.

Sweden


Language: PredominantlyHindu,Tamil,GujuratiandTeleguCurrency:RupeeInternational Dialing Code: +91 Time Difference:+5.5hoursGMTGreeting:Hello–Hindi-‘Namaste’(pronounced‘Naamaasteh’)Tamil-‘Vanakkam’(pronounced‘Vaanaakum’)Gujarati–‘Namaste’(pronounced‘Naamaasteh)or‘Namaskar’(pronounced‘Naamaascar)Teugu–‘Namaskaram’(pronounced‘Naamaascarrum’)Goodbye–Hindi–‘Namaste’(pronounced‘Naamaasteh’)Tamil–‘Vanakkam’(pronounced‘Vaanaakum’)Gujurati–‘Namaste’(pronounced‘Naamaasteh’)or‘Namaskar’(pronounced‘Naamaascar’)Telugu–‘Namaskaram’(pronounced‘Naamaascarrum’)

Dealing with a Business Counterpart:• Indiansgenerallyprefertohavelong-standingpersonal relationshipsinplacepriortodoingbusiness,althougha third- party introduction will provide one with immediate credibility;• Whileitisacceptedandexpectedthatforeignersshake handsuponmeeting,thetraditionalformofgreeting comprisespressingone’shandstogether,withthefingers pointingtowardsthesky,infrontofone’schestandpolitely usingtherelevantformofsaying‘hello’fortheparticular region(seeabove),whilemaintainingeyecontactwiththe individual;• Suchgreetingsapplytobothmenandwomen;

India


India (continued)

• Businessattireisgenerallyconservative;• Indiansarenon-confrontational.Therefore,ifoneloses one’stemper,thisisregardedasalossoffaceandindicates thattheindividualisunworthyofrespectandtrust;• Businesscardsshouldbeexchangedaftertheinitial handshakeandgreeting.Ifoneisagraduateorhas receivedanyformofhonour,thisshouldbereflectedonthe businesscardsasthisisrevered;• Itisimportantthatoneusesone’srighthandtobothpresent and receive business cards.


Language:ArabicCurrency:RiyalInternational Dialing Code:+971Time Difference:+3hoursGMTGreeting:Hello–‘Salam’(pronounced‘Saa-laam’).Thesamewordappliestobothhelloandgoodbyeandmeans‘Peace’.

Dealing with a Business Counterpart:• Menshakehandswhengreetingoneanother;• Menandwomendonotgreetoneanotherinpublic;• Businesswomenshouldensurethattheircollarbonesand kneesarecoveredandthattheirclothesarenotcloseor form-fitting;• Itisimportantthatonearrivesforameetingpunctually, althoughitshouldberememberedthatitisanaccepted customtokeepforeignerswaiting;• Businessmeetingswillonlybeginfollowingprolonged enquiriesaboutone’shealth,familyandthelike.Itis importanttonotethatoneshouldneverenquireabouta Saudi’swife;• Businesscardsshouldbeexchangedwitheverybodyone meets.

United Arab Emirates


China

Language: Mandarin Currency:Renminbi(RMBorCNY)means‘People’scurrency’inChineselanguageInternational Dialing Code:+86Time Difference:+8hoursGMTGreeting:Hello–‘NiHao’(pronounced‘NeeHa-oh’)Goodbye–‘Zaijian’(pronounced‘Dzaijee-en’–soundslikethecapitallettersGN)

Dealing with a Business Counterpart:• Titlesareveryimportantanditisbesttoaddresspeople directly,usingtheirprofessionaltitle,orMr/Mrs/Miss;• Handshakesareexpecteduponbothmeetingandleaving anindividual.Handshakesshouldbeaccompaniedbyanod ofthehead;• Whenmeetingawomeninbusiness,shakehandsasone wouldwithamalebusinesscounterpart;• AlwaysallowtheChinesetodepartfromameetingfirst;• Businesscardsshouldbebothpresentedandreceived usingbothhands.Businesscardsshouldbeexamined carefully, so to show interest. Never write on or fold a business card that has been presented.


Language: JapaneseCurrency:YenInternational Dialing Code: +81 Time Difference:+9hours(GMT)Greetings:Hello–‘Konnitiha’(pronounced‘KoNnitiwa’)Goodbye–‘Sayounara’(pronounced‘Sayonara’)

Dealing with a Business Counterpart:• GreetingsinJapanareveryformalandritualisedforboth menandwomen;• Womenshoulddressconservatively;• Beawarethatopendisplaysofaffectionarefrownedupon;• Oneshouldwaittobeintroduced,asitmayberegardedas impolitetointroduceoneself,evenatalargegathering;• Whileitisacceptedandexpectedthatforeignersshake handsonmeeting,thetraditionalformofgreetingistobow;• Businesscardsshouldbeexchangedwithallpartiesand thisisundertakenwithgreatceremony.Itisimportantto investinqualitybusinesscardsandtoensurethattheyare maintainedinpristineconditionpriortopresentation;• Businesscardsarepresentedandreceivedusingbothhands andwithaslightbow.Itisimportanttotreateachbusiness card you receive with respect, as one would the individual presentingthebusinesscard.

Japan


Language:EnglishCurrency:AustralianDollar(AUD)International Dialing Code:+61Time Difference:+10hoursGMTGreeting: Hello–‘Hello’or‘Howareyou?’Goodbye–‘Goodbye’

Dealing with a Business Counterpart:• Australiansarefairlyinformal.Accordingly,greetingsare generallycasualandrelaxedforbothmenandwomen;• Menandwomenshakehandswhengreetingoneanother. Itisimportanttosmile;• Australiansprefertheuseoffirstnames,inclusiveofinitial meeting;• Australiansareverymatter-of-factasregardsbusiness anddonotexpectthedevelopmentoflong-standingpersonal relationshipsbeforetheydobusinesswithotherparties;• Australiansareverydirectinthewaytheycommunicateand mayuse‘colourful’language,whichmightbedeemed unacceptableelsewhere;• Businesscardsshouldbeexchangeduponinitialintroduction, butwithoutanyformalritual.Shouldonenotreceivea businesscard,thisisnotintendedasaslight,theindividual simply may not have such materials.

Australia


Language:PortugueseCurrency:Kwanza(AOA)International Dialing Code:+244Time Difference:+1hourGMTGreeting:Hello–‘Olah’(pronounced‘Oh-la’)Goodbye–‘Adeus’(pronounced‘Ah-dew’)or‘Tchau’(pronounced‘Chow’)

Dealing with a Business Counterpart:• Communicationisgenerallyquiteformalandcourteous;• Shakinghandsistheacceptedformofintroductionand appliestobothmenandwomen;• Initialmeetingsaregenerallyutilisedtobecomebetter acquaintedandbusinessmaynot,atfirst,bediscussed. Angolansprefertoconductbusinesswithpeopletheyknow andtrust.Therefore,thefirstmeetingoftendeterminesif one is the type of person with whom they would consider doingbusiness.Thisisanimportantpartofbusiness practiceandshouldnotberushed;• Meetingsarenotalwaysconductedinprivate,asinmany othercultures.Infact,itmayappearthatseveralmeetings maybeunderwaysimultaneouslyinthesamevenue;• Meetingagendasdonotformpartofthebusinessculture. Ifprovided,suchadocumentgenerallyprovidesapoint of departure for discussion, rather than a detailed indicator of matters to be discussed. One should not attempt to adhererigidlytoanagendaunlessdealingwiththecounty’s petroleumindustry;

Angola


• Theambiencesurroundingmeetingsisoneofformality. Oneshouldnotremoveone’ssuitjacketunlessinvitedtodo so.AstrongPortugueseinfluenceremainsprevalent inLuandaandadheringtotheformalmeetingapproach demonstrates respect for the people with whom one is meeting;• Businesscardsmaybeexchangedwithoutformalritual, althoughoneshouldbeawarethatnotallAngolanbusiness peoplehavesuchcards.Theydo,however,expectbusiness visitors to have business cards and these should be presented in such a way that they are immediately readable to the recipient.

Angola (continued)


Language:French(official),Lingala(alinguafrancatradelanguage),Kingwana(adialectofKiswahiliorSwahili),Kikongo,TshilubaCurrency:CongoleseFranc(CDF)International Dialing Code:+263Time Difference:+1hourGMTGreeting:Hello–‘BonJour’(French)(pronounced‘BonJor’)Hello–‘Jambo’(Swahili)(pronounced‘JAM-bo’)Goodbye–‘Aurevoir’(French)(pronounced‘ahrahv-wah’)Goodbye–‘Kwaheri’(Swahili)

Dealing with a Business Counterpart:• Shakinghandsisthemostappropriateformofgreetingand applies to both men and women. However, one should wait forawomantoextendherhandbeforeextendingone’sown handpriortoshakinghands;• Establishingafriendshipisessentialbeforeestablishinga businessrelationship;• Jeansarenotanacceptableformofbusinessapparel. Foreignwomenshouldweardresses;• Theprovisionofabusiness-relatedgiftisgenerally consideredasacceptable;• Theexchangeofbusinesscardsshouldoccurafter introductions, but without any formal ritual.

Democratic Republic of Congo


Language:AswithmanyformercoloniesinAfrica,theofficiallanguageofGhanaisthecoloniallanguage,EnglishandbusinessisconductedinEnglish.HausaiswidelyusedbyMuslimsinGhanatogetherwithGaandTwi.Currency:Cedi(GHC)International Dialing Code:+233Time Difference: GMTGreeting:Hello–‘Hello’(English)Hello–‘Sannu’(Hausa)(pronounced‘San-noo’),butpolitegreetingis‘Salamaalaikum’(pronounced‘Saa-laa-ma-lay-koom’)Hello–‘Meeng-gah-bou’(Ga)(pronouncedassuch)Hello–‘Ete-sen’(Twi)(pronounced‘Et-sen’)Goodbye–‘Goodbye’(English)Goodbye–‘Salamaalaikum’(Hausa)(pronounced‘Saa-laa-ma-lay-koom’)Goodbye–‘byebye’(Ga)Goodbye–‘Mahkow’(Twi)(pronouncedassuch)

Dealing with a Business Counterpart:• Generallymenshakehandswhengreetingoneanother;• Hierarchyisrespected.Thereforethemostsenior personpresentwillbegreetedfirst.Heorshemaybethe spokespersonforagroupofmaydeputisekeystakeholders tospeak;• Itisimportanttomaintainapoliteandsomewhatreserved demeanorduringmeetings;

Ghana


Ghana (continued)

• Initialmeetingsaregenerallyexploratoryinnature, ameansoffindingoutaboutoneanotherandwhethera personalityfitwillallowforfuture,morebusiness-specific meetings.Oneshouldthereforeexpecttospendagood dealoftimeinbuildingrelationships.Oneshouldnotbe surprisedif,initially,businessmattersarenotgreatly discussed;• Ghanaianshaveakeensenseofhumourandenjoy tellingjokes.However,untilonehasanunderstandingof thissenseofhumour,oneshouldrefrainfromjoketelling. If‘teased’byaGhanaian,oneshouldacceptthisgood naturedly as, for the most part, this indicates their becomingmorerelaxedwiththeindividualconcerned.


Language:KiSwahiliandEnglishCurrency:Shilling(KES)International Dialing Code:+254Time Difference: +3hoursGMTGreeting: Hello–‘Jambo’(pronounced‘Jam-bo’)Goodbye–‘Kwaheri’(pronounced‘Kwaheri’)

Dealing with a Business Counterpart:• Ahandshakeisthemostcommonformofbusinessgreeting;• Whenbeingintroducedtoanindividualinitially,the handshakeisshort,whilehandshakesamongpeoplewith establishedpersonalrelationshipsarelonger;• Menshouldwaitforawomantoextendtheirhandbefore andthenprofferingone’sownhandtoshakehands;• BusinessrelationshipsareimportantinKenya;• Meetingsseldomhavescheduledendtimesbecauseitis moreimportanttofinishameetinginamannersatisfactory toallconcerned;• Businesscardsmaybeexchangedatthetimeof introductionandoccurswithoutformalritual.Itis,however, importanttopresentandreceivesuchcardsbyusingboth hands.

Kenya


Language:PortugueseCurrency:Metical(MZM)International Dialing Code:+258Time Difference:+2hoursGMTGreeting:Hello–‘Bomdias’or‘Bonsdias’Goodbye–‘Adeus’(pronounced‘Ah-dew’)or‘Tchau’(pronounced‘Chow’)

Dealing with a Business Counterpart:• Ahandshake,usingtherighthand,isthemostcommon formofgreetingbetweenmen.Ahandshakeornodof acknowledgementiscommonintermsofbeingintroduced toawoman.Inruralareasthenodismorecommonlyused, whileinurbanareasthehandshaketendstotakeprecedence;• Oneshouldalwaysensurethatonegreetsthemostsenior individual(s)first;• Itisimportant,asavisitor,tobepunctual,althoughbusiness meetingsrarelybeginontime;• Itshouldbenotedthatsmall-talkwillalwaysprecedeformal businessdiscussions.Itisconsideredappropriatefor discussionaboutone’shealth,familyandthelike,before embarkingonbusinessdiscussions;• Businessdiscussionsshouldbeinitiatedbytheindividual whocalled/arrangedthemeeting.Themeetingwillusually beformallyclosedbythemostseniorindividualpresent;

Mozambique


• Theuseoftitlesandsurnameoftheindividualspresentis consideredimportant,especiallywhendealingwith membersofGovernment.Thisformalapproachshouldbe maintained,usingtheprefixtitleOSenhor(Mr)andA Senhora(Mrs/Ms)untilinvitedtousepeople’sfirstnames;• Althoughthereisnotsetprotocolwithregardtothe presentingandreceivingofbusinesscards,itisconsidered advisable to always present and receive such cards with the righthand.

Mozambique (continued)


Language:English(official),Hausa,Yoruba,Igbo(Ibo),FulaniCurrency:Naira(NGN)International Dialing Code:+234Time Difference:+1hourGMTGreeting:Hello–‘Hello’(English)Hello–‘Sannu’(Hausa)(pronounced‘San-noo’),politegreetingis‘Salamaalaikum’(pronounced‘Saa-laa-ma-lay-koom’)Hello–‘Bah-oh’(Yoruba)(pronounced‘Bar-O’)Hello–‘Ee-bow-lah-chee’(Igbo)(pronounced‘Ee-bow-la-chee’)(SouthEasternNigeria)Goodbye–‘Goodbye’(English)Goodbye–‘Salamaalaikum’(Hausa)(pronounced‘Saa-laa-ma-lay-koom’)Goodbye–‘Ohdah-boh’(Yoruba)(pronounced‘O-da-bo’)Goodbye–‘Kaymayseeah’(Igbo)(pronounced‘K-may-see-aa’)(SouthEasternNigeria)

Dealing with a Business Counterpart:• Oneshouldwaitforawomantoextendherhandbefore extendingone’sownhandtoshakehands;• Itisimportanttorememberthatitiscommonpracticeto shakehandsatthebeginningandtheendofmeetings;• Nigeriansprefertodeveloppersonalrelationshipspriorto conductingbusiness;• Itisrecommendedthatapolite,somewhatreservedmanner bemaintaineduntiltheperson/peopleoneismeetingdrops someofhis/theirlevelsofformality;• Businesscardsshouldbeexchangedfollowingthe introduction;butwithoutformalritual;

Nigeria


• Businesscardsshouldbepresentedandreceivedwithtwo hands,ortherighthand,butneverwiththeleft;• Itisagoodideatoincludeanyadvanceduniversitydegree informationonone’sbusinesscard.

Nigeria (continued)


Uganda

Language:English(officialnationallanguage),GandaorLuganda(themostwidelyusedoftheNiger-Congolanguages),otherNiger-Congolanguages,Nilo-Saharanlanguages,SwahiliandArabicCurrency:Shilling(UGX)International Dialing Code:+256Time Difference:+3hoursGMTGreeting: Hello–‘Hello’(English)Hello–‘Jambo’(Swahili)(pronounced‘JAM-bo’)Goodbye–‘Goodbye’(English)Goodbye–‘Kwaheri’(Swahili)(pronounced‘KwaHeri’)

Dealing with a Business Counterpart:• Ahandshakeisconsideredanappropriateformofgreeting inmostsituationsformen.Inaddition,ahandshakeisalso appropriateforgreetingawoman,butoneshouldwaitfor thewomantoextendherhandbeforeoneextendsone’s ownhandtoconductthehandshake;• Theuseoftitlesandsurnamesisconsideredtobe important, and one should wait to be invited to use an individual’sfirstname.However,surnamescanbe somewhat complicated as most people have a traditional tribalname,whichtheytendtorefertofirst,whiletheir firstnameisreferredtosecond.Inaddition,manypeople are referred to by their business title, such as Mr Bursar, MrHeadmasterandthelike;• Althoughthereisnospecificprotocolsurroundingthe presentingorreceivingofbusinesscards,itisconsidered advisable to always treat cards received with respect.


Zambia

Language:English(official),majorvernacularsincludeBemba,Kaonda,Lozi,Lunda,Luvale,Nyanja,Tongaandsome70otherindigenouslanguages.Currency:ZambianKwacha(ZMK)International Dialing Code:+260Time Difference:+2hoursGMTGreeting:Hello–‘Hello’(English)Hello–‘Mulishani’(Bemba)Goodbye–‘Goodbye’(English)Goodbye–‘Shalapo’(Bemba)(pronounced‘Sha-lapo’)

Dealing with a Business Counterpart:• Awarmhandshake,usingtherighthand,iscommon amongstmenwhenmeeting.Thereislittletonophysical contact thereafter and in many cases men and women will greetoneanotherbystandingsomedistanceapartand claspingtheirownhandsinfrontoftheirchests;• Itisimportantthatonegreetthemostseniorindividual(s) presentfirst;• Formalintroductionsaremadeatthebeginningofthe meeting,followedbytheselectionofanindividualtolead discussions;• Visitorsshouldensurethattheyarrivepunctuallyfor meetings,althoughsuchmeetingsmaynotnecessarily beginontime;


• Small-talkwillalmostalwaysprecedeformalbusiness discussionsatameeting.Itisconsideredappropriatefor discussionsaboutone’shealth,familyandthelike,before embarkingonbusinessdiscussions.A‘get-to-the-point’ approachisconsideredrudeandshouldbeavoided.Setting afriendlytonewillbemorebeneficialthantryingtobe overtlydirect;• Theuseoftitlesandsurnames,especiallywhendealing withmembersofGovernment,isregardedasimportant. Indeedoneshouldwaittobeinvitedtouseanindividual’s firstname;• Businesscardsshouldbeexchangedatthetimeof introductions,withsuchcardsbeingpresentedusingthe righthand,whileholdingtheforearmwithone’slefthand.

Zambia (continued)


Language:English,ShonaandNdebeleCurrency:ZimbabweanDollar(ZIMDollar)International Dialing Code:+263Time Difference:+2hoursGMTGreetings:Hello–‘Hello’(English)Hello–‘Mhoroi’(Shona)(pronounced‘Mo-roy’)Hello–‘Sawubona’(Ndebele)(pronounced‘Saw-bona’)Goodbye–‘Goodbye’(English)Goodbye–‘Chisaraizvakanaka’(Shona)Goodbye–‘Lisalekuhle’(Ndebele)

Dealing with a Business Counterpart:• Shakinghandsisthemostcommonformofgreetingand appliestobothmenandwomen;• Theambiencewithinbusinessmeetingsisgenerallyquite informal and certainly less formal than would be the case in Europeancountries;• Punctualityintermsofbusinessmeetingsisimportantand demonstratesprofessionalism,soleavesagoodimpression;• Havingarrivedforameeting,itiscustomarytogreet whoevermaybeclosesttoyouorwhoeveryoumeetfirst;• Oneshouldaddresspeoplebytheirtitleandsurname, avoidingtheuseoffirstnamesuntilinvitedtodoso;• Oneshouldalwaysallowthehosttoinitiateandterminate businessdiscussions;• Businesscardsmaybeexchangedatthetimeof introductions.Itoughttoberememberedthatbusiness cardsshouldbepresentedandreceivedusingtheright handonly.Insomeinstancesbothhandsareusedforthistask.

Zimbabwe


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Notes


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Business Etiquette - tikzn.co.za · Business Etiquette 13 Introducing South Africa’s National Symbols South Africa’s coat of arms, or state emblem, is the highest visual symbol