Protocol and Etiquette: Understand the Importance

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A Global Perspective or
An International Faux Pas
“It could cost you a
business deal”
HSMAI Austin
Colleen A. Rickenbacher
14 September 2012
Initial Facts You Need
The way we do
things in the
USA are not the
customs in other
countries
The Handshake and
Introductions
Your first impression…
The USA
Handshake
•
•
•
•
•
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 Lesser
authority/rank
Introductions
Higher to Lesser
authority/rank
Older to younger when
rank is not involved
Introductions
Higher to Lesser
authority/rank
Older to younger when
rank is not involved
Woman to man when
rank is not a factor
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
Gifts
Giving and Receiving
Guidelines
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 Basics
International Visitors
Understanding
the Basics
International Visitors
Are they coming to you or
are you going to them?
Understanding
the Basics
International Visitors
Are they coming to you or
are you going to them?
Checklist
Global Travel
to Austin
10% Percent of
Global Travelers Visit 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
Austin
Global Visitors
Global Spending
Increases Annually
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
Must Know
Country Brief
Formula 1
United 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
Holidays and Religious Celebrations
42 days
Italy
37 days
France
Great Britain
32 days
Canada
?? days
USA
14 - 21 days
Respect for Holidays & Vacations
Holidays and Religious Celebrations
42 days
Italy
37 days
France
Great Britain
32 days
Canada
?? days
USA
14 - 21 days
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 pursesnatchers
Passports
•
Duplicate copy
•
•
Credit Cards
•
•
Copy back of cards
Non-800 numbers
Register Embassies
•
•
Travel.State.Gov
STEP
Tips to
Move 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
Skills
Develop 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 learn
and speak at least
ten 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 Pas
Violation…but looks beautiful
•
Never carried flat, horizontally or
draped.
Which is Correct?
Let’s Take A Quiz!
International Customs
Quiz
1. 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
Quiz
2. Marshmallows, corn on the cob, grits, pumpkin
pie, crawfish, hot dogs.
True or False:
Most Europeans love
those munchies.
Quiz
3. Dinner reservations in Spain are generally for
8:00 p.m.
True or False?
Quiz
4. Pesos are the accepted form of currency in
Old San Juan, Puerto Rico.
True or False?
Quiz
5. Sweden used to own Norway.
True or False?
Wait...how are
we related?
Quiz
6. Saudi Arabians don’t eat lobsters.
True or False?
Quiz
7. In Japan, tapping one’s finger repeatedly on
the table signifies agreement and support of the
speaker.
True or False?
Quiz
8. Before female executives travel to Brazil, they
should be certain their nails are wellmanicured.
True or False?
Quiz
9. What province was voted to join Canada in
1949?
a) Prince Edward Island
b) Alberta
c) Newfoundland
d) British Columbia
Quiz
10. 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!
"Cheers" (Thank you)
“Salute” (To health)
Or “Cin cin” (Italy)
“Aish karo”
(Enjoy – India)
"干杯,乾杯 (Gan Bei)"
(Empty the cup/glass) (China)
"Proost"
(May it be good – for you)
(The Netherlands)
"乾杯" (かんぱい) (Kanpai)
Japan
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
Resources
www.colleenrickenbacher.com
Thank You
Colleen A. Rickenbacher, CMP, CSEP, CPC, CTA
10747 Rose Creek Court, Dallas, TX 75238 USA
214.500.7516 360.323.0328 e-fax
[email protected]
www.colleenrickenbacher.com
Co-Founding Partner of
Global Protocol, Etiquette & Civility Academy (PEC)
Which Specializes in Teaching PEC for Clients Worldwide
www.globalpecacademy.com
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