Etiquette, Language and Cultural Sensitivities –
From West to East
Across the Great Wall
© Chin Communications 2014
© Chin Communications 2015
@chincomms
© Chin Communications 2015
About Us
Charles Qin
Managing Director
Over 25 years of experience as a Mandarin Interpreter and Chinese translator. Charles is
the first ever interpreter to provide simultaneous interpreting in Parliament House for
the inaugural visit of President Hu Jintao and led the team for President Xi’s recent trip.
Some of his experience includes:
Olympics
Specialist areas like Dairy, Real Estate, Tourism,
Wine, Agriculture
G20, APEC, FTA, United Nations
© Chin Communications 2015
Contents
1. Cultural Influence:
 Guanxi –
Relationships
 Giving and Saving
Face
2. Social Interaction:
 Communication Style, Dos and
Don’ts
 Body Language
 Business Cards, Names and
Titles
 First Meeting - Introductions
 Banqueting
3. Translation:
 Working with Interpreters /
Translators
 Reaching your audience
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nation’s culture is the key determinant in its
economic performance”
-Lee Kuan Yew
Founder of Modern Singapore
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Engaging with China – 3 Critical Issues
Culture
Impacts everything to a deep level, and is central to successful strategy execution and
profit
Relationships
Above rules & precede a commercial relationship and build trust
Government
Lack of transparency and permeation of govt in everything – can be a constraint or a
boon if you can deliver what govt wants
Unfortunately, Western minds are often not tuned in at this level (hence value of
training)
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Engaging China: The Realities for Australian Businesses, 2009
Australian Business Foundation
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Not comfortable dealing with strangers - establish common ground
Make relationship - building a key strategy, then nourish them
Face to face dealings
Personal and trust based
“RELATIONSHIPS are the single most important thing about dealing with
people in and from East Asia, for whatever purpose.”
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Professor Stephen Fitzgerald, 1997
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Image: Mao and Nixon
The Web of Relations
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Guanxi - How?
• Face-to-face dealings
• Offer/ Exchange gifts
• Host banquets/return invitations
Maintain Spirit of Friendship and Keep in Touch rather than only focusing
on the actual outcome
REMEMBER RECIPROCITY - favours need to be repaid!
• Express interest in Chinese (learn some Chinese, get to know culture/ families )
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Hierarchy & Collective Matters!
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Importance of Giving & Saving Face
GIVE FACE – DON’T LOSE IT
•Protocol and manners – observe HIERARCHY and show
respect to those OLDER as well as SENIOR
•PRAISE and don’t criticise
•Humility/modesty – DON’T ACCEPT COMPLIMENTS - pay them
•PATIENCE
•Be careful saying ‘No’
•COMPROMISE rather than Confrontation
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Participating in Conversations
Passive in Speaking Active in Listening
STATUS determines who can speak
Full ATTENTION
INDIRECT; roundabout; room to retreat
Take your turn; DON’T INTERRUPT – polite
Observe BODY LANGUAGE
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Body Language
Eye Contact
Handshake ok –
not knuckle cracker, hug, or kiss
Appropriate smile
Finger pointing
X
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Good posture
Spot the appropriate attire!
Do’s and Don’ts
DON’T Criticise the government or the boss
(including yours)
Distinguish between People’s Republic Of China and Republic of China (Taiwan)
X
Watch out for Sensitive issues/topics e.g. Human Rights
& Regional Disputes
Jokes/colloquialisms don’t translate
Positives First
Listen carefully; speak slowly;
check understanding
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Surname
Names and Titles
Given name
Xi Jinping
Names & Titles
Surname comes first
Given names - one or two words/syllables
Limited number of surnames
Meaning of given name important
Married woman retains own name
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Terms of Address
 Title & status sensitive
 Titles follow surname and/or given name in Chinese
 Importance of business cards
 Don’t be too familiar – use surname plus title
 Make sure your business card title is correct
A business card exchange demo!
titles & status are sensitive in
China
Introductions
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© Chin Communications 2015
Punctuality imperative
Stand up and stay standing
Use surname + title
Eye contact with person (not interpreter)
Greet leader first; acknowledge all members
Shake hands
Exchange business cards – 2 hands
 read it and keep it safe
Wait to be shown where to sit
Obligation to be friendly to those you meet
Banqueting
Ganbei, friends!
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Banqueting Etiquette
• Hosts/leaders greet ALL visitors at entrance – shake hands;
delegation leader first
• Wait to be shown where to sit (hierarchy)
• Exchange business cards with all at table
• Host to make toast and welcome speech to all at start – “Ganbei”
• Host to serve principal guest/s and to invite all to start
• Leader of invited guests to reply - speech of thanks, “Ganbei”
• If more than one table – host and deputy host visit other table/s and make toast; guests reciprocate
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Working with Interpreters/Translators
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Take your own interpreter - someone on your side who can READ BEYOND
THE WORDS
Speak in the FIRST PERSON and look at the person to WHOM YOU ARE
SPEAKING
Speak in SMALL CHUNKS of 2 – 3 sentences (interpreters should take
notes)
Provide technical materials IN ADVANCE to assist interpreter
Use RELATIVELY SIMPLE language – avoid idioms and jokes
Always provide PREVIOUS TRANSLATIONS to the translator
Good translations, well designed, targetted to the audience essential –
ENGLISH WILL NOT WORK!
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How to Get Through
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How NOT to get through
Bad Translations
The regional ‘coach timetable’ to/from Melbourne → a coaching service & study
timetable!
A ‘Lingering finish’ → Brown Veneer
Fairy Floss → brand of dental floss
Food Security → Food Safety
Get a good brand name and protect your IP
Do NOT use Google Translate – embarrassing
More Chinglish: http://www.chincommunications.com.au/bloopers
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For Tourism Operators
Travel is a way of communicating between cultures;
understanding is the key !
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Understand their needs e.g. wifi, fast service, respect – if can not offer, apologize first
Understand their behaviour and respond with respect – do not cause a loss of face e.g. how to deal with customers who are
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Use clear and polite language; have it translated correctly!
Small gifts or discounts – are welcome!
trying to jump the queue?
“A friendly reminder: bargaining for goods and
services is generally not a part of the Australian
culture…”
© Chin Communications 2015
Remember…
 Empathy
 Build and nourish relationships
 Be aware of hierarchy and seating arrangements
 Two hands
 Beware of Face - be humble
 Patience and listen carefully
 Look at the speaker, not the interpreter, do not interrupt
 Take care with body language
 Shrewd negotiators – leave room to haggle
 Hosting - provide hospitality
 Visitors – know what they like and deliver it
 Get your language right
© Chin Communications 2015
VIDEO
The Mandarin Interpreter
Make sure you take a look and enjoy a laugh!
https://www.youtube.com/user/ChinCommunications
© Chin Communications 2015