"From surly clerks to demon drivers, Howard Stern to the House of Commons, we're suffering through an epidemic of incivility," states a MacLean's Magazine article entitled The Rude Age (April 5, 2004). When I was in London this summer, the headlines of the London Express lamented "The End of Great British Manners." The British have always been recognized for their manners and civility, but it seems they too are suffering the effects of rampant rudeness.
In this premier edition of Protocol Power we are focusing on global awareness and tips for conducting business abroad. Prepare yourself to do business globally, project confidence and authority and distinguish yourself from the competition. That is what protocol power is all about.
I hope you enjoy our first edition of Protocol Power. Your comments and suggestions are always welcome.
IN THIS ISSUE...
Global Awareness Fitness Test
Test your global awareness by taking the Going Global Fitness Test
Answer each of the following questions with Yes or No
I observe and listen to people and thereby gain valuable knowledge about them.
Even though another person's opinion may be culturally different from mine, I find it interesting and refrain from making negative comments.
Before visiting a foreign country I learn a few words of the language and the customary way of greeting people.
- Before attending a business function I find out the names and positions of key people attending.
- In international situations I am familiar and comfortable with the correct forms of address.
- I am aware of how my prospective international client views time and have adjusted my schedules accordingly.
- I understand proxemics. When conversing with international business colleagues I vary the distance I stand from them depending on their cultural traditions.
- I know that when I introduce myself in any country I should include my name, my company name, and something about myself or my position.
- I am aware of limo etiquette and know that the choice VIP seat for countries that drive on the ride hand side of the road is the right rear seat opposite the driver. I know this is reversed in countries such as Britain which drive on the left had side of the road. I know the protocol for entering a limo and holding the door.
- I know how to eat with chopsticks. I know to return the chopsticks to the chopstick rest with the tips pointing left. I never put them on the table, across my rice bowl or cross them.
If you have answered yes to 10 questions, have your boarding card ready you are fit to travel. If not, be sure you do your homework on your target country before boarding the plane.
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Before You Go...
Global Strategies for Business Travelers
Summer is over, kids are back in school and in the workplace many companies are entering their most active phase. Often this involves travel in either your own country or abroad.
Different from pleasure travel, business travel brings with it a variety of considerations and responsibilities. As a representative of your company you must be professional at all times; everything you do is a reflection of your professional credibility and that of your company. Because building business relationships is more important today than ever before, you must develop an awareness of cultural diversity and customs and codes of behavior if you are to be successful at building and maintaining these relationships.
If you travel on a regular basis you will eventually learn what all good travelers learn; being self reliant and having a routine on the road is essential. Plan your itinerary and stick with whatever semblance of your normal routine that you can. This will help you cope better with the onslaught of new people, situations, and information. If you normally head for the gym after work or take a walk after dinner, keep with it if you can, even on the road. Self reliance, a routine, and a sense of humour are the traveler's highest virtues.
If you are traveling overseas it is important that you forget any notions of cultural superiority that you may have. In order to do business in another country or with representatives from other countries, you must realize that their cultures are different, not inferior. They may take longer to get down to business, bow instead of shaking hands, expect women to take a back seat at a meeting or not participate at all. Remind yourself this is their culture and your way is not necessarily better; good or bad has no place in describing the difference. Here are a few tips to make you a better traveler and global citizen:
If you are traveling to another country to do business, do some research on the country you are visiting and take the time to understand the cultural nuances of doing business in that country. Attend seminars, read books and talk to recently returned colleagues about your target country. Familiarize yourself with their holidays, their cuisine and dining etiquette, the names of leaders and history of the country. If your company has employees there, use them as a resource. | |
Avoid political discussions about your own or your hosts' country. What you consider a harmless remark could be interpreted the wrong way and offend your host. If someone tries to engage you in a political debate, deflect it by saying, "Oh I make it a habit not to discuss religion or politics. Now what can you tell me about the history of your lovely city?" | |
Learn a few words and phrases of the language spoken in your host country. Even if your pronunciation is not the best, they will appreciate your effort. | |
Make yourself familiar with the various forms of personal address used in your host country. Never use a person's first name without being invited to do so, and never ask permission to call them by their first name. Err on the side of formality. Mr. and Ms. are the norm until someone tells you different. Remember that in some cultures, a woman retains her family name. Don't make the mistake of addressing her by her husband's name. In many countries honorifics such as Doctor or Professor, are used extensively. If a person has a title, use it. | |
Find out the rules of dress before you travel. In most countries you should dress on the conservative side when doing business, particularly women. Don't assume that because your company observes casual business attire, or casual Friday, that this is appropriate for doing business elsewhere. | |
Your position will dictate who you will meet in your target country. A manger will meet a manager, a director a director and so on. Do not send a mid-level executive to deal with a high-ranking executive. It is interpreted as an insult and will be counterproductive to your success. | |
Make copies of all your travel documents (passport, tickets, credit cards, driver's license, traveler's cheques and itinerary) and leave sets with your supervisor or assistant and your family or trusted friends whom you can easily contact if yours are lost or stolen. Include your travel itinerary inside your luggage in case it is lost so you can be located. |
All aboard and have a rewarding and productive trip.
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International Do's and Don'ts
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France: Never eat with your fingers, even sandwiches. The only exception is French bread served with every meal. Bread plates are not often used, so when you break off a piece of bread you set the remainder on the table next to your plate. Bread is used to push food onto the fork so is rarely buttered. |
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Germany: Avoid excessive enthusiasm. Hyperbole is often considered distasteful and the person who used it can be perceived as untrustworthy. Germans do not like to discuss business at mealtime. Your credibility is often based on your ability to discuss other topics so do some research; brush up on current events and hone those conversation skills. When you answer the phone state your last name rather than hello. |
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Great Britain: The British believe in queues probably more than in any other culture. Do respect queues and never risk jumping in from of anyone in line unless you are prepared to be politely but firmly "set straight". |
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Greece: Don't be surprised if it takes some time to get down to business. Punctuality is not necessarily considered a virtue. Meals and drinking may initially take precedence over any form of business. |
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Italy: Don't expect the North American style cocktail hour. As wine is served with every course of a multi course meal, cocktails are not customary. Even mild intoxication is considered ill mannered in business circles. During meals, keep your hands above the table at all times with wrists resting lightly on the edge. |
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Russia: The OK sign (thumb and forefinger in the shape of a circle) is considered a rude gesture. |
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Saudi Arabia: Don't be offended if your business meeting is held in a large room with other groups of people present. It is customary for Saudi business hosts to conduct more than one meeting at one time and circle the room meeting with each group. |
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Jetiquette
Following a few simple rules will make your traveling experience abroad that much more enjoyable for everyone.
Don't try to board prematurely by pretending you have a disability or a problem and don't cut in line.
If you are carrying a back pack or cabin baggage be careful you don't jostle people sitting when you come down the aisle.
Don't relocate or crush other people's belongings in the overhead compartment in order to make room for your baggage. Be careful that you don't hit someone with your bag when loading the overhead compartment.
See hello to your row mates. You don't have to have a conversation but at least acknowledging them is the polite thing to do especially in small quarters.
Don't talk on and on if your neighbor is working, reading or trying to sleep.
If you are working on your computer, ask if it is bothering your neighbor.
Keep your belongings and your work off your neighbour's lap and tray.
Try to adhere to standard table manners as best you can in such a small space.
Check behind you before adjusting your seat backwards. Give the person behind you some warning.
Be considerate of airline personnel and thank them when you deplane.
And my son has added this one; if you are listening to the radio on the headphones, please don't sing along.
Executive Jetiquette
If you are fortunate enough to be a guest on an executive or company jet, there are a few additional points to remember:
Be early; never hold up a departure if you want to be invited back.
Wait for your host to enter the plane first and sit where indicated.
If refreshments are offered, accept them if desired but don't ask for special items.
Pick up after yourself; carry your own luggage, don't expect the pilot to do so.
Thank the crew when you depart the plane.
Write a thank you note to the executive who extended the invitation.
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Ruder Than Rude
We have all encountered rudeness in everyday life. Sometimes, however, there are situations which are so bad they are almost unbelievable. Here is your chance to tell the world about your most outstanding experience with rudeness.
Here are a couple of outstanding experiences friends have shared:
"A business contact I was considering doing some business with, invited me out for a drink after work. During the whole period he answered phone calls on his cell phone and took and responded to e-mails on his Blackberry. He kept telling me he was very very busy. I suppose he thought I would be impressed. I was so appalled I could only say: "I see you are busy, if I had known I could have brought a magazine". Needless to say I never did any business with him and erased him from my list of contacts."
- J. MacDonald, Realtor, Winnipeg
"I thought I was watching a real life re-run of the Claritin commercial where the couple are on their first date and when the fellow turns his head the girl takes out her upper plate and picks her teeth... A woman was waiting for a manicure in the waiting room. I came into the room and she had out her false teeth (upper plate) and was licking them, concentrating on the channel which goes over the gums. I thought perhaps she hadn't seen me come into the room. However I walked right past her and a few minutes later she removed her teeth again and did the same thing. I thought I was going to be sick. Do you think she saw the commercial on TV and thought it was acceptable behaviour?"
- T. Gordon, Spa Owner, Orillia
Enter our "Ruder Than Rude" Contest. Click here to send us an email of your best "Ruder Than Rude" experience. There will be a prize of "The Little Giant Encyclopedia of Etiquette" by Michael MacFarlane to this year's top story.
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Recommended Reading
Before taking a business trip overseas, it is always wise to consult some of the excellent reading resources available.
Roger E. Axtell is the well known best selling author of the Do's and Taboos series of six books about around the world business travel. He has combined his thirty years of experience working abroad into an indispensable resource for anyone considering international business. His bestseller "Do's and Taboos Around the World: A guide to International Behavior", published by John Wiley and Sons, is an excellent resource and widely available. You'll have everything you will need to successfully interact with your business counterparts whether you're in Caracas, Calcutta, or Copenhagen.
His newest book "Do's and Taboos Around the World for Women in Business", is a particularly helpful resource for women in international business. The rules for conducting business abroad can be dramatically different for women than for men. This book covers everything from meeting protocol and sexual harassment to dining and gift giving. The Culture-Gender Awareness Quiz at the beginning of the book is a good measure of your knowledge of how to respond in gender related incidents in other countries and is further incentive to read on. I highly recommend it.
Another great resource for international business travel is "Kiss, Bow or Shake Hands, How to do business in 60 Countries", by Terri Morrison, Wayne A. Conaway, and George A. Borden published by Adams Media Corporation. Arranged country by country it includes country background and history, government, language, religion, demographics, cultural orientation, business practices, negotiating, entertaining, protocol, greetings, forms of address, gestures, dress and gifts. Each topic is laid out in bulleted points. It is easy to read and covers all the important details you will need to know to make your business trip a successful one. Highly recommended especially if time is of the essence.
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