Business and Social Customs: Chapter 9

Chapter 9

Business and Social
Customs

Intercultural Business Communication, 4th ed., Chaney & Martin

Topics
• Greeting and Handshaking Customs
• Verbal Expressions
• Male and Female Relationships/Workplace Equality
• Humor in Business
• Superstitions and Taboos
• Dress and Appearance
• Customs Associated with Holidays and Holy Days
• Office Customs and Practices
• Customary Demeanor/Behavior
• Bribery
• Special Foods and Consumption Taboos


Customs

• Customs are behaviors generally
expected in specific situations; they are
established, socially acceptable ways of
behaving in given circumstances.
• Examples of U.S. customs include eating
turkey on Thanksgiving and starting
presentations with a joke.


Greeting and Handshaking
Customs
• U.S. persons are informal in their greetings, often
saying “Hi” to complete strangers.
• U.S. greeting behavior is ritualistic; upon arriving at
work, one person says: “Good morning, how are
you?” to which the other person responds: “Fine,
thank you, and how are you?”
• Embracing is inappropriate as a form of greeting in
the U.S., but in Latin America people embrace after a
handshake.
• Bowing is the customary form of greeting in Japan.


Handshakes

•U.S. •Firm
•Asians •Gentle (except for Koreans who
have a firm handshake)
•British • Soft
•French • Light and quick; repeated upon
arrival and departure
•Germans • Firm; repeated upon arrival
and departure
•Hispanics • Moderate grasp; repeated
frequently
•Middle Easterners • Gentle; repeated frequently


Verbal Expressions
Learn phrases in the country’s language:

• Hello
• Goodbye
• Please
• I’m sorry
• I am having a great time
• Thank you so much
• No, thank you
• This is such a delightful country


Verbal Expressions
• In the U.S. people often respond to
someone with a one-word reply: “sure,”
“okay,” and “nope.” Such brevity seems
blunt by foreign standards; it is simply an
indication of the informality typical of U.S.
persons.
• People in the Southern U.S. will often say
“Y’all come to see us” when bidding
someone goodbye. The expected reply is
“Thanks! Y’all come to see us, too.” This
verbal exchange is only a friendly ritual.


Verbal Expressions

• “Don’t mention it” and “Think nothing
of it,” in response to a courtesy or
favor, are viewed by persons of other
cultures as rude. When being thanked
for a courtesy, a response of “You are
welcome” is preferable.
• “What’s up?” and “How’s it going?”
make no sense to persons for whom
English is a second language.

Verbal Expressions

A newcomer to the U.S. did not accept a job
on the “graveyard shift” since he thought he
would be working in a cemetery.

Dresser, Multicultural Manners

Verbal Expressions - Chitchat
• Chitchat (small talk or light
conversation) is important in getting to
know someone.
• Chitchat often includes comments
about the weather, the physical
surroundings, the day’s news or almost
anything of a nonsubstantive nature.
• People of the U.S. excel at small talk;
so do Canadians, Australians, the
British, and the French. Chaney & Martin
Intercultural Business Communication, 4th ed.,


• Small talk seems to pose problems
for people of some cultures.
Germans, for example, simply do not
believe in it. Swedes, usually fluent in
English, have little to say in addition
to talking about their jobs. The
Japanese are frightened by the idea
of small talk as are people of Finland,
who actually buy books on the art of
small talk.Business Communication, 4th ed., Chaney & Martin
Intercultural


• When engaging in chitchat with
someone of another culture, the
best advice is probably to follow the
other person’s lead. If they talk
about their family, then you would
talk about yours. If they initiate
political discussions, you would join
in the discourse.

Male and Female Relationships
• In high-context societies, such as the
Arab culture, people have definite
ideas on what constitutes proper
behavior between males and females.
• In low-context cultures, such as the
U.S., little agreement exists. Thus,
both people of the U.S. and visitors
from other cultures have difficulty
knowing how to proceed in male-
female relationships in the U.S. since a
wide range of behaviors may be
observed. Business Communication, 4th ed., Chaney & Martin
Intercultural

• Acceptable male/female relationships in any
culture involve stereotypes.
• A stereotype of U.S. women is that they are
domineering and “loose” (have no inhibitions
regarding sexual relationships with a variety of
men). Correspondingly, American men are
viewed as weak who permit women to
dominate them.


• Stereotypes of women in other cultures
include that Asian women are nonassertive
and submissive.
• A stereotype of Latin American males is that
they are predatory and constantly pursue
women for sexual relationships.


“One tall and handsome Middle Eastern graduate
student said he had come to the States with the notion
that women were readily available for sexual
activities with people such as himself. Everything
that happened to him during his first two years in the
States confirmed his opinion. After about two years,
though, he began to realize that the women who were
so readily available were not representative of the
whole society. They were a certain type of person -
insecure, socially marginal, apparently unable to find
satisfactory relationships with American men, so they
turned to foreign students.”

Althen, American Ways


• Some U.S. men feel threatened by the more
assertive roles many women are assuming.
However, most people accept the fact that men
and women can work side by side in the
workplace and that they can have a friendship
which does not have a sexual component.


Workplace Equality
• In Mexico, treatment of men and women in the
workplace differs substantially from that of the
U.S. Male supervisors customarily kiss their
female secretaries on the cheek each morning or
embrace them.
• Despite this custom, seen as undue familiarity by
U.S. managers, problems with sexual harassment
and gender discrimination are uncommon
according to Mexican managers. (However, U.S.
managers interviewed reported the opposite.)


Humor in Business

• Using humorous anecdotes is a way of
breaking the ice and establishing a relaxed
atmosphere prior to getting down to business in
international meetings.
• In the U.S., presentations are often started with
a joke or cartoon related to the topic.


Humor in Business

• Most European countries also use humor
during business meetings.
• Asian humor finds little merit in jokes about sex,
religion, or minorities; they take what is said
quite literally and do not understand American
humor.
• Germans, too, find humor out of place during
business meetings.


Humor in Business
• Perhaps jokes should be avoided
around persons of diverse cultures;
American humor is hard to export and
appreciate.
• Even though the intention of humor
was to put your international
colleagues at ease and create a more
relaxed environment, the risk of
offending someone of another culture,
or of telling a story that no one
understands, is great.
• In short, we do not all laugh at the
same thing.

A New York businessman, who frequently traveled to Japan on
business, often used a translator for his speeches. After one such
speech, he learned that the Japanese interpreter’s version of his
opening remarks went like this:
“American businessman is beginning speech with thing called
joke. I am not sure why, but all American businessmen believe it
necessary to start speech with joke. (Pause) He is telling joke
now but frankly you would not understand joke so I will not
translate it. He thinks I am telling you joke now. Polite thing to
do when he finishes is to laugh. (Pause) He is getting close.
(Pause) Now!”
The audience not only laughed appreciatively but stood and
applauded as well. Later he commented to the translator: “I’ve
been giving speeches in this country for several years, and you
are the first translator who knows how to tell a good joke.”
Axtell, Do's and Taboos of Hosting International Visitors

Superstitions and Taboos

• Superstitions are beliefs that are
inconsistent with the known laws of
science or what a society considers
true and rational.
• Examples of superstitions include a
belief that special charms, omens,
or rituals have supernatural
powers.

Superstitions

• Superstitions, which are treated rather casually
in Europe and North America, are taken quite
seriously in other cultures.
• In parts of Asia, fortune telling and palmistry
are considered influential in the lives and
business dealings of the people.


Superstitions
• In many cultures, bad luck and even death
are associated with certain numbers.
• People of the U.S. think that 13 is an unlucky
number.
– Most American hotels do not have a
thirteenth floor, and even a hotel number
ending in 13 may be refused.
– Friday the thirteenth is perceived as an
unlucky day. Many U.S. persons will not
schedule important events, such as
weddings or major surgery, on this day.

Superstitions

• The Chinese, who also believe that good luck
or bad is associated with certain numbers, feel
that four is the most negative number, because
it sounds like the word for death.
– Hotels in China, Hong Kong, and Taiwan often
have no fourth floor.
– Some Asian airports have no Gate 4.


Superstitions
• Conversely, according to Chinese
beliefs, some numbers have positive
meanings. For example, the number
six represents happiness and nine
represents long life.
• The numbers of people in a
photograph will also have
significance. Many Chinese people
believe that having three people in a
photograph will result in dire
consequences, that the middle
person will die.

Superstitions
Superstitions held by persons in some cultures include:
– What happens on New Year’s Day foretells what will
happen for the entire year.
– Attaching old shoes to the car of newlyweds assures
fertility.
– Walking under a ladder will bring bad luck as will
breaking a mirror.
– Giving too much attention to a newborn would place
the child in jeopardy; the evil spirits will harm the baby
if it receives too much attention.
– Putting your purse on the floor will result in your
money running away.

Bosrock, Put Your Best Foot Forward

Taboos

• Taboos are practices or verbal
expressions considered by a
society or culture as improper or
unacceptable.
• Taboos are rooted in the beliefs of
the people of a specific region or
culture and are passed down from
generation to generation.

Taboos
• In Arab countries, it is considered
taboo to ask about the health of a
man’s wife.
• In Taiwan, messages should not be
written in red ink, as this has death
connotations.
• Writing a person’s name in red also
has negative associations in Korea,
parts of Mexico, and among some
Chinese.

An American English teacher made comments
and constructive criticisms in red ink on her
students’ papers. While U.S. students were
accustomed to this practice, her Korean
students were not. These red-inked notes sent
shock waves through the families of Korean
students, who associated red ink with death.
When the families told the principal of this
taboo, he asked all teachers to refrain from
using red ink on any student’s paper. They
changed to other colors.

Dresser, Multicultural Manners

Dress and Appearance

The general rule everywhere is that
for business you should be
“Buttoned up”: conservative suit
and tie for men, dress or skirted
suit for women.

Axtell, Do's and Taboos Around the World

Cultural Differences in
Dress and Appearance
• In Canada, people dress more
conservatively and formally than people in
the U.S.
• In Europe, business dress is very formal;
coats and ties are required, and jackets stay
on at all times.
• In Japan, dress is also formal. Women
dress very conservatively and wear muted
colors to the office. Casual attire is usually
inappropriate.

• In the Philippines, men wear the barong,
a loose, white or cream-colored shirt with
tails out, no jacket or tie.
• In Saudi Arabia, the traditional Arabic
white, flowing robe and headcloth may
be worn. However, U.S. persons should
not attempt to dress in a like manner.
• Color of clothing is an important
consideration. Do not wear black,
purple, or solid white in Thailand. Avoid
wearing all white in the People’s
Republic of China as white is the symbol
of mourning.

• Shoes are considered inappropriate in certain
situations in various cultures. They should not be
worn within Muslim mosques and Buddhist temples.
Shoes should be removed when in a Japanese
home. In the Arab culture, the soles of your feet
should not be shown.
• Women should be especially careful to conform to
local customs. In Arab countries, women should
avoid wearing pants and should wear clothes that
give good coverage. In Europe, women do not wear
pants to the office or to nice restaurants.
• As a general rule for business, dress conservatively.


Business Casual Dress

• Business dress in U.S. firms became increasingly
casual in the 1990’s, but the trend appears to be
over.
• Casual attire is the norm in such countries as the
Philippines and Indonesia where shirts are worn
without ties or jackets.
• Sweden has the greatest percentage of companies
with casual dress policies while England has the
smallest percent.


At a Washington firm, a group of
Japanese businessmen who came for a
meeting on a Friday found a room full
of casually dressed people. They made
a hasty retreat, believing they had the
wrong office.


Holidays and Holy Days
That May Affect Business

•U.S. •Canada
–Christmas Day –Canada Day
–Thanksgiving –Labor Day
–Independence Day –All Saints Day
(July 4) –Christmas Day
–New Year's Day –Boxing Day
–Sunday


•France •Germany
–Mardi Gras –Good Friday
–Liberation Day –Ascension
–Ascension –Whit Monday
–Bastille Day –Day of German
–World War I Unity
Armistice Day –Day of Prayer
and
Repentance

•England •Mexico
–May Day –St. Anthony's Day
–Easter Sunday and Monday –Carnival Week
–Spring Bank Holiday –Birthday of Benito Juarez
–Summer Bank Holiday –Cinco de Mayo
–Late Summer Holiday –Corpus Christi
–Christmas –Columbus Day
–Boxing Day –Day of the Virgin
•Japan Guadalupe
–Coming of Age Day
–National Foundation Day
–Vernal Equinox
–Greenery Day
–Children's Day
–Respect for the Aged Day


•The Netherlands •South Korea
–Queen Beatrix’s –The New Year
Birthday –The Lunar New Year
–Liberation Day –Independence Day
–Christmas –Buddha’s Birthday
–New Year’s Day –Memorial Day
–Constitution Day
–Liberation Day
–Harvest Moon Festival
–National Foundation
Day
–Christmas

•Taiwan •China
–Founding Day –New Year’s Day
–Chinese Lunar New Year –Chinese Lunar New Year
–Birthday of Confucius and Spring Festival
–Double Ten National Day –International Working
–Taiwan Restoration Day Woman’s Day
–Constitution Day –Labor Day
–Youth Day
–Children’s Day
–Founding of the
Communist Party of China
–People’s Liberation Army
Day
–National Day

Office Customs and Practices

• Usual hours of work in U. S. offices are 9 to
5.
• In Iran, business hours are from 9:30 a.m. to
1 p.m. and 2 to 5 p.m., Monday through
Friday.
• In some South American countries, such as
Brazil and Colombia, the work week is 8 a.m.
to 6 p.m., Monday through Friday (12 noon
to 2 p.m. lunch).


• Peru has one of the longest workweeks in the
world: 48 hours with businesses open at least six
days a week.
• The lunch period in U.S. firms varies from 30
minutes to an hour; break times are usually one
15-minute period in the morning and a second 15-
minute period in the afternoon.
• Europeans have a 1 - to 1 1/2 - hour lunch break,
20 minute morning and afternoon breaks (often
including beer or wine) and 15 minutes at the end
of the workday for cleanup time.



• Hiring and firing practices vary according to
the culture.
• In the U.S. hiring and firing are based on job
effectiveness and job performance; no job is
permanent.
• In Europe everyone in the firm has a contract
that virtually guarantees permanent
employment regardless of the financial
condition of the company.



• Likewise, in such countries as Japan,
employees consider their jobs to be
permanent.
• Employees who are dismissed receive
generous severance pay by U.S. standards.
• The degree of formality or informality found
in U.S. offices varies; in major
corporations, more formality often exists
than in small companies in rural areas.

U.S. Demeanor/Behavior
• Be punctual. Most persons in the U.S.
will feel offended if you are more than
10 minutes late.
• If you agree to meet someone, keep the
appointment.
• Treat females with the same respect
given males.
• Treat clerks, waiters, secretaries, taxi
drivers with the same courtesy you
would show someone of rank and
position.

• When talking, keep an arm’s length
away. U.S. persons do not like for
people to get too close.
• Avoid bowing and other behavior that
is intended to display respect as most
Americans are most uncomfortable
with such displays.
• Do not speak loudly in public places
except at sports events and similar
outdoor events.
• Keep to the right when walking in
malls or on the street.

• Do not touch other people in public.
(Pushing your way through a crowd is
considered quite rude.)
• Wait your turn when standing in line at
the post office, bank, or theatre. Give
priority to the first person who arrives
(rather than to people who are older
or wealthier).
• Do not block traffic; do not block
someone’s view at a ballgame or
other public events.


• Be considerate of nonsmokers; many
buildings in the U.S. are smoke free.
• The U.S. is a "do-it-yourself' country; no
social stigma is attached to doing one's own
daily chores, no matter how menial.
• U.S. persons have certain customs
surrounding special holidays: Staying up
until midnight on New Year's Eve; having
turkey and pumpkin pie on Thanksgiving.


Bribery
• Bribery is the giving or promising of
something, often money, to influence
another person’s actions.
• While bribery is not officially sanctioned
or condoned in any country, it is
unofficially a part of business in many
cultures and is considered neither
unethical nor immoral in a number of
countries. In Nigeria, for example, one
must pay the customs agents to leave the
airport, while in Thailand and Indonesia
getting a driver’s licenseed., Chaney & Martin giving
Intercultural Business Communication, 4th
involves

Bribery

• The U.S. has the most restrictive laws
against bribery in the world. Companies
found guilty of paying bribes to foreign
officials can be fined up to $1 million, and
guilty employees may be fined up to
$10,000.
• Many U.S. competitors, including Italian,
German, and Japanese firms, not only
use bribery in international transactions
but may deduct the amount of the bribe on
their taxes as a necessary business
expense.

Bribery

• As business becomes more globalized,
different perceptions exist regarding the
appropriateness of certain incentives.
• What is perceived as bribery is culturally
relative just as a person’s conscience
can become “culturally conditioned.”
• What is considered a tip (to ensure
promptness) in one culture is considered
illegal in another.


Bribery

• Professional go-betweens are
sometimes hired to assure that the
proper persons are tipped to avoid
delays in approvals and delivery.
People of the U.S. cannot, of course,
be involved in paying these
commissions; this responsibility would
be left with the local joint-venture
partner or distributor.

Unusual Foods
• U.S. - corn-on-the-cob, grits,
popcorn, marshmallows,
crawfish
• South Korea - dog meat
• Saudi Arabia - sheep's eyeballs
• Mexico - chicken's feet in chicken
soup
• China - duck's feet
• Russia - Danish pastry stuffed
with raw cabbage

More Business
Travelers are Going Global
Master of five languages, Patrick
Larbuisson eats sheep intestines to
help grease business deals in Saudi
Arabia. He swallows with a smile but
is "sick like hell the next day." (At
least he knew the rule to follow: eat
what you are offered.)

Jones, USA Today

Consumption Taboos

• U.S. - horse meat, dog meat
• Strict Muslims - pork and alcohol
• Orthodox Jews - pork, shellfish, meat
and milk together
• Hindus - beef


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