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1、商务礼仪实务英语商务礼仪实务英语Module 2 Module 2 Project 4. Country Business Project 4. Country Business Etiquette and Custom Etiquette and Custom 国别礼国别礼俗俗模块2 能力培养了解商务会面礼仪、接待礼仪、乘坐交通工具的礼仪、座次礼仪、馈赠礼仪、沟通礼仪、中西餐用餐礼仪、国别礼俗。Relationships&CommunicationTheJapaneseprefertodobusinessonthebasisofpersonalrelationships.Ingeneral,
2、beingintroducedorrecommendedbysomeonewhoalreadyhasagoodrelationshipwiththecompanyisextremelyhelpfulasitallowstheJapanesetoknowhowtoplaceyouinahierarchyrelativetothemselves.Onewaytobuildandmaintainrelationshipsiswithgreetings/seasonalcards.ItisimportanttobeagoodcorrespondentastheJapaneseholdthisinhig
3、hesteem.BusinessMeetingEtiquetteAppointmentsarerequiredand,wheneverpossible,shouldbemadeseveralweeksinadvance.Itisbesttotelephoneforanappointmentratherthansendaletter,faxoremail.Punctualityisimportant.ArriveontimeformeetingsandexpectyourJapanesecolleagueswilldothesame.Sincethisisagroupsociety,evenif
4、youthinkyouwillbemeetingoneperson,bepreparedforagroupmeeting.ThemostseniorJapanesepersonwillbeseatedfurthestfromthedoor,withtherestofthepeopleindescendingrankuntilthemostjuniorpersonisseatedclosesttothedoor.ItmaytakeseveralmeetingsforyourJapanesecounterpartstobecomecomfortablewithyouandbeabletocondu
5、ctbusinesswithyou.Thisinitialgettingtoknowyourtimeiscrucialtolayingthefoundationforasuccessfulrelationship.Youmaybeawardedasmallamountofbusinessasatrialtoseeifyoumeetyourcommitments.Ifyourespondquicklyandwithexcellentservice,youproveyourabilityandtrustworthiness.Neverrefusearequest,nomatterhowdiffic
6、ultornon-profitableitmayappear.TheJapanesearelookingforalong-termrelationship.Alwaysprovideapackageofliteratureaboutyourcompanyincludingarticlesandclienttestimonials.Alwaysgiveasmallgift,asatokenofyouresteem,andpresentittothemostseniorpersonattheendofthemeeting.YourJapanesecontactcanadviseyouonwhere
7、tofindsomethingappropriate.BusinessNegotiationTheJapanesearenon-confrontational.Theyhaveadifficulttimesaying“no”,soyoumustbevigilantatobservingtheirnon-verbalcommunication.Itisbesttophrasequestionssothattheycanansweryes.Forexample,doyoudisagreewiththis?Groupdecision-makingandconsensusareimportant.Wr
8、ittencontractsarerequired.TheJapaneseoftenremainsilentforlongperiodsoftime.BepatientandtrytoworkoutifyourJapanesecolleagueshaveunderstoodwhatwassaid.Japanesepreferbroadagreementsandmutualunderstandingsothatwhenproblemsarisetheycanbehandledflexibly.UsingaJapaneselawyerisseenasagestureofgoodwill.Notet
9、hatJapaneselawyersarequitedifferentfromWesternlawyersastheyaremuchmorefunctionary.Neverloseyourtemperorraiseyourvoiceduringnegotiations.SomeJapaneseclosetheireyeswhentheywanttolistenintently.TheJapaneseseldomgrantconcession.Theyexpectbothpartiestocometothetablewiththeirbestoffer.TheJapanesedonotseec
10、ontractsasfinalagreementssotheycanberenegotiated.DressEtiquetteBusinessattireisconservative.Menshouldweardark-coloured,conservativebusinesssuits.Womenshoulddressconservatively.BusinessCardsBusinesscardsareexchangedconstantlyandwithgreatceremony.Investinqualitycards.Alwayskeepyourbusinesscardsinprist
11、inecondition.Treatthebusinesscardyoureceiveasyouwouldtheperson.YoumaybegivenabusinesscardthatisonlyinJapanese.ItiswisetohaveonesideofyourbusinesscardtranslatedintoJapanese.GiveyourbusinesscardwiththeJapanesesidefacingtherecipient.Makesureyourbusinesscardincludesyourtitle,soyourJapanesecolleaguesknow
12、yourstatuswithinyourorganization.Businesscardsaregivenandreceivedwithtwohandsandaslightbow.Examineanybusinesscardyoureceiveverycarefully.Duringameeting,placethebusinesscardsonthetableinfrontofyouintheorderpeopleareseated.Whenthemeetingisover,putthebusinesscardsinabusinesscardcaseoraportfolio.Activit
13、y1True(T)orFalse(F).1. TheJapaneseprefertodobusinessonthebasisofpersonalrelationships.2.ItmaytakeseveralmeetingsforyourJapanesecounterpartstobecomecomfortablewithyouandbeabletoconductbusinesswithyou.3.TheJapaneseseecontractsasfinalagreementssotheycannotberenegotiated.TFT New Wordstestimonial n.aform
14、alwrittenstatementaboutthequalitiesofaproductorservice证明书tokenn.somethingyougivetosomeoneordoforsomeonetoexpressyourfeelingsorintentions象征conversantadjfamiliarwith,havingexperienceof,orknowing熟悉的nuancen.aqualityofsomethingthatisnoteasytonoticebutmaybeimportant细微差别protocol n.theformalsystemofrulesfor
15、correctbehavioronofficialoccasions外交礼仪2.韩国商务礼仪Relationships&CommunicationPeopleofRepublicofKoreaprefertodobusinesswithpeoplewithwhomtheyhaveapersonalconnection.Itisthereforecrucialtobeintroducedbyathird-party.Relationshipsaredevelopedthroughinformalsocialgatheringsthatofteninvolveaconsiderableamount
16、ofdrinkingandeating.Individualswhohaveestablishedmutualtrustandrespectwillworkhardtomakeeachothersuccessful.PeopleofRepublicofKoreatreatlegaldocumentsasmemorandumsofunderstanding.Theyviewcontractsaslooselystructuredconsensusstatementsthatbroadlydefineagreementandleaveroomforflexibilityandadjustmenta
17、sneeded.Undernocircumstancesinsultorcriticizeinfrontofothers.Sensitivemattersmayoftenberaisedindirectlythroughtheintermediarythatfirstmadetheintroductions.PeopleofRepublicofKoreaareextremelydirectcommunicators.Theyarenotaversetoaskingquestionsiftheydonotunderstandwhathasbeensaidorneedadditionalclari
18、fication.Thisisaculturewhere“lessismore”whencommunicating.Respondtoquestionsdirectlyandconcisely.Sincethereisatendencytosay“yes”toquestionssothatyoudonotloseface,thewayyouphraseaquestioniscrucial.Itisbettertoask,“Whencanweexpectshipment?”than“Canweexpectshipmentin3weeks?”,sincethisquestionrequiresad
19、irectresponse.BusinessMeetingEtiquetteAppointmentsarerequiredandshouldbemade3to4weeksinadvance.Youshouldarriveontimeformeetingsasthisdemonstratesrespectforthepersonyouaremeeting.ThemostseniorpeopleofRepublicofKoreagenerallyenterstheroomfirst.Itisagoodideatosendbothanagendaandback-upmaterialincluding
20、informationaboutyourcompanyandclienttestimonialspriortothemeeting.Themainpurposeofthefirstmeetingistogettoknoweachother.Meetingsareusedtounderstandaclientsneedsandchallenges.Theylaythefoundationforbuildingtherelationship.DonotremoveyourjacketunlessthemostseniorpeopleofRepublicofKoreadoesso.Haveallwr
21、ittenmaterialsavailableinbothEnglishandKorean.DressEtiquetteBusinessattireisconservative.Menshouldweardark-coloured,conservativebusinesssuitswithwhiteshirts.Womenshoulddressconservativelyandwearsubduedcolours.Menshouldavoidwearingjewelleryotherthanawatchoraweddingring.BusinessCardsBusinesscardsareex
22、changedaftertheinitialintroductionsinahighlyritualizedmanner.Thewayyoutreatsomeonesbusinesscardisindicativeofthewayyouwilltreattheperson.HaveonesideofyourbusinesscardtranslatedintoKorean.Usingbothhands,presentyourbusinesscardwiththeKoreansidefacingupsothatitisreadablebytherecipient.Examineanybusines
23、scardyoureceivecarefully.Putthebusinesscardsinabusinesscardcaseoraportfolio.Neverwriteonsomeonesbusinesscardintheirpresence.Activity2True(T)orFalse(F).1. PeopleofRepublicofKoreaareextremelyindirectcommunicators.Theyareaversetoaskingquestionsiftheydonotunderstandwhathasbeensaidorneedadditionalclarifi
24、cation.2.HaveallwrittenmaterialsavailableinbothEnglishandKorean.3.Thewayyoutreatsomeonesbusinesscardisindicativeofthewayyouwilltreattheperson.TTF New Wordssubduedadj.(ofcolororlight)notverybright,or(ofsound)notveryloud柔和的3.印度商务礼仪Relationships&CommunicationIndiansprefertodobusinesswiththosetheyknow.R
25、elationshipsarebuiltuponmutualtrustandrespect.Ingeneral,Indiansprefertohavelong-standingpersonalrelationshipspriortodoingbusiness.Itmaybeagoodideatogothroughathirdpartyintroduction.Thisgivesyouimmediatecredibility.BusinessMeetingEtiquetteIfyouwillbetravellingtoIndiafromabroad,itisadvisabletomakeappo
26、intmentsbyletter,atleastonemonthandpreferablytwomonthsinadvance.ItisagoodideatoconfirmyourappointmentsinceIndiansmaygetyourappointmentcancelledatshortnotice.Thebesttimeforameetingislatemorningorearlyafternoon.Reconfirmyourmeetingtheweekbeforeandcallagainthatmorning,sinceitiscommonformeetingstobecanc
27、elledatthelastminute.Keepyourscheduleflexiblesothatitcanbeadjustedforlastminutereschedulingofmeetings.YoushouldarriveatmeetingsontimesinceIndiansareimpressedwithpunctuality.Meetingswillstartwithagreatdealofgetting-to-know-youtalk.Infact,itisquitepossiblethatnobusinesswillbediscussedatthefirstmeeting
28、.Alwayssendadetailedagendainadvance.Sendback-upmaterialsandchartsandotherdataaswell.Thisallowseveryonetoreviewandbecomecomfortablewiththematerialpriortothemeeting.Followupameetingwithanoverviewofwhatwasdiscussedandthenextsteps.BusinessNegotiationIndiansarenon-confrontational.Itisrareforthemtoovertly
29、disagree,althoughthisisbeginningtochangeinthemanagerialranks.Decisionsarereachedbythepersonwiththemostauthority.Decisionmakingisaslowprocess.Ifyouloseyourtemperyoulosefaceandproveyouareunworthyofrespectandtrust.Delaysaretobeexpected,especiallywhendealingwiththegovernment.MostIndiansexpectconcessions
30、inbothpriceandterms.Itisacceptabletoexpectconcessionsinreturnforthoseyougrant.Neverappearoverlylegalisticduringnegotiations.Ingeneral,Indiansdonottrustthelegalsystemandsomeoneswordissufficienttoreachanagreement.Donotdisagreepubliclywithmembersofyournegotiatingteam.Successfulnegotiationsareoftenceleb
31、ratedbyameal.DressEtiquetteBusinessattireisconservative.Menshouldweardarkcolouredconservativebusinesssuits.Womenshoulddressconservativelyinsuitsordresses.Theweatheroftendeterminesclothing.Inthehotterpartsofthecountry,dressislessformal,althoughdressingassuggestedaboveforthefirstmeetingwillindicateres
32、pect.TitlesIndiansreveretitlessuchasProfessor,DoctorandEngineer.Statusisdeterminedbyage,universitydegree,casteandprofession.Ifsomeonedoesnothaveaprofessionaltitle,usethehonorifictitle“Sir”or“Madam”.Titlesareusedwiththepersonsnameorthesurname,dependinguponthepersonsname.Waittobeinvitedbeforeusingsome
33、onesfirstnamewithoutthetitle.BusinessCardsBusinesscardsareexchangedaftertheinitialhandshakeandgreeting.Ifyouhaveauniversitydegreeoranyhonour,putitonyourbusinesscard.Usetherighthandtogiveandreceivebusinesscards.BusinesscardsneednotbetranslatedintoHindi.Alwayspresentyourbusinesscardsotherecipientmayre
34、adthecardasitishandedtothem.Activity3True(T)orFalse(F).1.Ingeneral,Indianstrustthelegalsystemandsomeoneswordisnotsufficienttoreachanagreement.2.Theweatheroftendeterminesclothing.Inthehotterpartsofthecountry,dressislessformal,althoughdressingassuggestedaboveforthefirstmeetingwillindicaterespect.3.Use
35、therighthandtogiveandreceivebusinesscards.TTFTask Two North & South American Countries (United States, Canada, Brazil)1.美国商务礼仪BusinessDressWhatisconsideredappropriatebusinessattirevariesbygeographicregion,dayoftheweekandindustry.Ingeneral,peopleintheEastdressmoreformally,whilepeopleintheWestareknown
36、forbeingabitmorecasual.Executivesusuallydressformallyregardlessofwhichpartofthecountrytheyarein.CasualFridayiscommoninmanycompanies.Hightechnologycompaniesoftenwearcasualclotheseveryday.Foraninitialmeeting,dressingconservativelyisalwaysingoodtaste.Womencanwearbusinesssuits,dressesorpantsuits.Menshou
37、ldwearabusinesssuitunlessyouknowthefirmtobequitecasual.GreetingsThehandshakeisthecommongreeting.Handshakesarefirm,briefandconfident.Maintaineyecontactduringthegreeting.Inmostsituations,youcanbegincallingpeoplebytheirfirstnames.Mostpeoplewillinsistthatyoucallthembytheirnickname,iftheyhaveone.Informal
38、circumstances,youmaywanttousetitlesandsurnamesasacourtesyuntilyouareinvitedtomovetoafirstnamebasis,whichwillhappenquickly.Businesscardsareexchangedwithoutformalritual.Itisquitecommonfortherecipienttoputyourcardintheirwallet,whichmaythengointhebackpocketoftheirtrousers.Thisisnotaninsult.Communication
39、StylesAmericansaredirect.Theyvaluelogicandlinearthinkingandexpectpeopletospeakclearlyandinastraightforwardmanner.Tothemifyoudont“tellithowitis”yousimplywastetime,andtimeismoney.Ifyouarefromaculturethatismoresubtleincommunicationstyle,trynottobeinsultedbythedirectness.Trytogettoyourpointmorequicklyan
40、ddontbeafraidtobemoredirectandhonestthanyouareusedto.Americanswillusethetelephonetoconductbusinessthatwouldrequireaface-to-facemeetinginmostothercountries.Theydonotinsistuponseeingorgettingtoknowthepeoplewithwhomtheydobusiness.BusinessMeetingsArriveontimeformeetingssincetimeandpunctualityaresoimport
41、anttoAmericans.IntheNortheastandMidwest,peopleareextremelypunctualandviewitasasignofdisrespectforsomeonetobelateforameetingorappointment.IntheSouthernandWesternstates,peoplemaybealittlemorerelaxed,buttobesafe,alwaysarriveontime,althoughyoumayhavetowaitalittlebeforeyourmeetingbegins.Meetingsmayappear
42、relaxed,buttheyaretakenquiteseriously.Ifthereisanagenda,itwillbefollowed.Attheconclusionofthemeeting,therewillbeasummaryofwhatwasdecided,alistofwhowillimplementwhichfacetsandalistofthenextstepstobetakenandbywhom.Ifyoumakeapresentation,itshouldbedirectandtothepoint.Visualaidsshouldfurtherenhanceyourc
43、ase.Usestatisticstobackupyourclaims,sinceAmericansareimpressedbyharddataandevidence.Withtheemphasisoncontrollingtime,businessisconductedrapidly.Expectverylittlesmalltalkbeforegettingdowntobusiness.Itiscommontoattempttoreachanoralagreementatthefirstmeeting.Theemphasisisongettingacontractsignedrathert
44、hanbuildingarelationship.Therelationshipmaydeveloponcethefirstcontracthasbeensigned.Activity1True(T)orFalse(F).1.Informalcircumstances,youmaywanttousetitlesandsurnamesasacourtesyuntilyouareinvitedtomovetoafirstnamebasis,whichwillhappenquickly.2.Itisquitecommonfortherecipienttoputyourcardintheirwalle
45、t,whichmaythengointhebackpocketoftheirtrousers.Thisisnotaninsult.3.Americanswillusethetelephonetoconductbusinessthatwouldrequireaface-to-facemeetinginmostothercountries.Theydonotinsistuponseeingorgettingtoknowthepeoplewithwhomtheydobusiness.TTT2.加拿大商务礼仪MeetingandGreetingCanadianbusinesspeopleoftenbe
46、ginrelationshipsinareservedmanner;oncepeoplegettoknowoneanother,theybecomefriendlyandinformal.Canadiansappreciatepolitenessandexpectotherstoadheretotheproperprotocolforanygivensituation.Shakehandswitheveryoneatthemeetinguponarrivalanddeparture.Maintaineyecontactwhileshakinghands.Menmayoffertheirhand
47、toawomanwithoutwaitingforhertoextendhersfirst.Honorifictitlesandsurnamesareusuallynotused.However,academictitlesareimportantinQuebecandareusedwiththehonorificMonsieurorMadame.Businesscardsareexchangedaftertheinitialintroduction.InQuebec,haveonesideofyourbusinesscardtranslatedintoFrench.Handthecardso
48、theFrenchsidefacestherecipient.Examineanycardyoureceivebeforeputtingitinyourcardcase.CanadianCommunicationStylesItisdifficulttospecifyanynationaltraitintermsofcommunicationinCanadaduetoitsregionalismandculturaldiversity.However,therearesomebasiccommunicationstylesthatarefairlystandardacrossthecountr
49、y.Forexample,businesspeoplearegenerallypolite,easy-goingandsomewhatinformal.Ingeneral,communicationis“moderatelyindirect”perhapsreflectinganamalgamationofbothNorthAmericanandBritishtendencies.AlthoughmostCanadianscandisagreeopenlywhennecessary,theyprefertodosowithtactanddiplomacy.Theircommunications
50、tyleisessentiallypragmaticandreliesoncommonsense.Ifyoucomefromaculturewherecommunicationisverydirect,youmaywishtosoftenyourdemeanourandtonesoasnottoappearthreatening.CommunicationstylesvarymostbetweenAnglophoneandFrancophonepartsofthecountry.FrancophonesaregenerallymoreindirectthanAnglophones,althou
51、ghlesssothantheFrench.TheyalsotendtobemoreexuberantthanAnglophones.Anglophonesdonotgenerallyinterruptsomeonewhoisspeaking.Theyconsideritrudenottoletapersoncompletetheirthoughtbeforeenteringthediscussion.Francophonesaremorelikelytointerruptanotherspeaker.Canadianscommunicatemorebythespokenwordrathert
52、hannon-verbalexpressions.Non-verbalexpressionsareonlyreallyusedtoaddemphasistoamessageorarepartofanindividualspersonalcommunicationstyle.Canadiansliketheirspaceandprefertobeatanarmslengthwhenspeakingtosomeone.Canadiansarereticenttodiscusstheirpersonalliveswithbusinessassociates.Theyexpectpeopletospe
53、akinastraightforwardmannerandtobeabletobackuptheirclaimswithexamples.Theydonotmakeexaggeratedclaimsandaresuspiciousofsomethingthatsoundstoogoodtobetrue.BusinessMeetingsCanadiansbeginmeetingswithaminimalamountofsmalltalkalthoughoneshouldexpecttospendafewminutesexchangingpleasantriesandthelike.InQuebe
54、ctheremaybemoretimespentonrelationship-building.Meetingsaregenerallywell-organizedandadheretotimeschedules.Theytendtobeinformalandrelaxedinmannerevenifthesubjectsbeingdiscussedareserious.WhenmeetingwithAnglophones,meetingsmayseemmoredemocraticasallparticipantswillengageandcontribute.MeetingswithFran
55、cophones,duetoagreaterrespectforhierarchyandposition,mayrevolvemorearoundthemostseniorattendees.MeetingsinCanadiancompaniesareusedtoreviewproposals,makeplans,brain-stormandcommunicatedecisions.Attendeeswillgenerallyrepresentavarietyoflevelsandexperiences;allareexpectedtoexpressopinions.Whenpresentin
56、ginformation,itisimportanttohavefactsandfigurestosubstantiateclaimsandpromises.Canadiansareessentiallyrationalandlogicalandthustheywillnotbeconvincedbyemotions,passionorfeelings.Activity2True(T)orFalse(F).1.Canadiansappreciatepolitenessandexpectotherstoadheretotheproperprotocolforanygivensituation.2
57、.Canadianscommunicatemorebynon-verbalexpressionsratherthanthespokenword.3.Whenpresentinginformation,itisimportanttohavefactsandfigurestosubstantiateclaimsandpromises.Canadiansareessentiallyrationalandlogicalandthustheywillnotbeconvincedbyemotions,passionorfeelings.TFT3.巴西商务礼仪Relationships&Communicat
58、ionBraziliansneedtoknowwhotheyaredoingbusinesswithbeforetheycanworkeffectively.Brazilianspreferface-to-facemeetingstowrittencommunicationasitallowsthemtoknowthepersonwithwhomtheyaredoingbusiness.Theindividualtheydealwithismoreimportantthanthecompany.Sincethisisagroupculture,itisimportantthatyoudonot
59、doanythingtoembarrassaBrazilian.Criticizinganindividualcausesthatpersontolosefacewiththeothersinthemeeting.Thepersonmakingthecriticismalsolosesface,astheyhavedisobeyedtheunwrittenrule.Communicationisofteninformalanddoesnotrelyonstrictrulesofprotocol.Anyonewhofeelstheyhavesomethingtosaywillgenerallya
60、ddtheiropinion.Itisconsideredacceptabletointerruptsomeonewhoisspeaking.Face-to-face,oralcommunicationispreferredoverwrittencommunication.Atthesametime,whenitcomestobusinessagreements,Braziliansinsistondrawingupdetailedlegalcontracts.BusinessNegotiationExpectquestionsaboutyourcompanysinceBraziliansar
61、emorecomfortabledoingbusinesswithpeopleandcompaniestheyknow.WaitforyourBraziliancolleaguestoraisethebusinesssubject.Neverrushtherelationship-buildingtime.Brazilianstaketimewhennegotiating.Donotrushthemorappearimpatient.Expectagreatdealoftimetobespentreviewingdetails.Oftenthepeopleyounegotiatewithwil
62、lnothavedecision-makingauthority.ItisadvisabletohireatranslatorifyourPortugueseisnotfluent.Uselocallawyersandaccountantsfornegotiations.Braziliansresentanoutsidelegalpresence.Brazilianbusinessishierarchical.Decisionsaremadebythehighest-rankingperson.Braziliansnegotiatewithpeoplenotcompanies.Donotcha
63、ngeyournegotiatingteamoryoumayhavetostartoverfromthebeginning.BusinessMeetingEtiquetteBusinessappointmentsarerequiredandcanoftenbescheduledonshortnotice;however,itisbesttomakethem2to3weeksinadvance.Confirmthemeetinginwriting.Itisnotuncommonforappointmentstobecancelledorchangedatthelastminute.InSaoPa
64、uloandBrasiliaitisimportanttoarriveontimeformeetings.InRiodeJaneiroandothercitiesitisacceptabletoarriveafewminuteslateforameeting.Donotappearimpatientifyouarekeptwaiting.Braziliansseetimeassomethingoutsidetheircontrolandthedemandsofrelationshipstakeprecedenceoveradheringtoastrictschedule.Meetingsare
65、generallyratherinformal.Expecttobeinterruptedwhileyouarespeakingormakingapresentation.Avoidconfrontations.DonotappearfrustratedwithyourBraziliancolleagues.DressEtiquetteBrazilianspridethemselvesondressingwell.Menshouldwearconservative,darkcolouredbusinesssuits.Three-piecesuitstypicallyindicatethatso
66、meoneisanexecutive.Womenshouldwearsuitsordressesthatareelegantandfemininewithgoodqualityaccessories.Manicuresareexpected.BusinessCardsBusinesscardsareexchangedduringintroductionswitheveryoneatameeting.Itisadvisable,althoughnotrequired,tohavetheothersideofyourbusinesscardtranslatedintoPortuguese.Pres
67、entyourbusinesscardwiththePortuguesesidefacingtherecipient.Activity3True(T)orFalse(F).1.Brazilianspreferface-to-facemeetingstowrittencommunicationasitallowsthemtoknowthepersonwithwhomtheyaredoingbusiness.2.Uselocallawyersandaccountantsfornegotiations.3.Youcantexpecttobeinterruptedwhileyouarespeaking
68、ormakingapresentation.TTFTask Three European Countries (United Kingdom, France, Germany, Russia)1.英国商务礼仪GreetingsAfirmhandshakeisthenorm;therearenoissuesovergenderintheUnitedKingdom.Peopleshakeuponmeetingandleaving.Maintaineyecontactduringthegreetingbutavoidanythingprolonged.Mostpeopleusethecourtesy
69、titlesorMr.,Mrs.orMissandtheirsurname.Waituntilinvitedbeforemovingtoafirst-namebasis.Peopleundertheageof35maymakethismovemorerapidlythanolderBritish.Businesscardsareexchangedattheinitialintroductionwithoutformalritual.Thebusinesscardmaybeputawaywithonlyacursoryglancesodontbeoffendedifnotmuchattentio
70、nispaidtoit.TheBritishCommunicationStyleTheBritishhaveaninterestingmixofcommunicationstylesencompassingbothunderstatementanddirectcommunication.Manyolderbusinesspeopleorthosefromthe“upperclass”relyheavilyuponformaluseofestablishedprotocol.MostBritisharemastersofunderstatementanddonotuseeffusivelangu
71、age.Ifanything,theyhaveamarkedtendencytouse“qualifiers”suchas“perhaps”,“possibly”or“itcouldbe”.Whencommunicatingwithpeopletheyseeasequaltothemselvesinrankorclass,theBritisharedirect,butmodest.Ifcommunicatingwithsomeonetheyknowwell,theirstylemaybemoreinformal,althoughtheywillstillbereserved.Writtenco
72、mmunicationfollowsstrictrulesofprotocol.Howaletterisclosedvariesdependinguponhowwellthewriterknowstherecipient.Writtencommunicationisalwaysaddressedusingthepersonstitleandtheirsurname.Firstnamesarenotgenerallyusedinwrittencommunication,unlessyouknowthepersonwell.E-mailisnowmuchmorewidespread,however
73、thecommunicationstyleremainsmoreformal,atleastinitially,thaninmanyothercountries.MostBritishwillnotuseslangorabbreviationsandwillthinknegativelyifyourcommunicationappearsoverlyfamiliar.BuildingRelationshipsTheBritishcanbequiteformalandsometimesprefertoworkwithpeopleandcompaniestheyknoworwhoareknownt
74、otheirassociates.Theyoungergenerationhoweverisverydifferent;theydonotneedlong-standingpersonalrelationshipsbeforetheydobusinesswithpeopleanddonotrequireanintermediarytomakebusinessintroductions.Nonetheless,networkingandrelationshipbuildingareoftenkeytolong-termbusinesssuccess.MostBritishlookforlong-
75、termrelationshipswithpeopletheydobusinesswithandwillbecautiousifyouappeartobegoingafteraquickdeal.BusinessMeetingsIfyouplantouseanagenda,besuretoforwardittoyourBritishcolleaguesinsufficienttimeforthemtoreviewitandrecommendanychanges.Punctualityisimportantinbusinesssituations.Inmostcases,thepeopleyou
76、aremeetingwillbeontime.Scotsareextremelypunctual.Callifyouwillbeeven5minuteslaterthanagreed.Havingsaidthat,punctualityisoftenamatterofpersonalstyleandemergenciesdoarise.Ifyouarekeptwaitingafewminutes,donotmakeanissueofit.Likewise,ifyouknowthatyouwillbelateitisagoodideatotelephoneandofferyourapologie
77、s.Howmeetingsareconductedisoftendeterminedbythecompositionofpeopleattending:Ifeveryoneisatthesamelevel,thereisgenerallyafreeflowofideasandopinions.Ifthereisaseniorrankingpersonintheroom,thatpersonwilldomostofthespeaking.Ingeneral,meetingswillberatherformal:Meetingsalwayshaveaclearlydefinedpurpose,wh
78、ichmayincludeanagenda.Therewillbeabriefamountofsmalltalkbeforegettingdowntothebusinessathand.Ifyoumakeapresentation,avoidmakingexaggeratedclaims.Makecertainyourpresentationandanymaterialsprovidedappearprofessionalandwellthoughtout.Bepreparedtobackupyourclaimswithfactsandfigures.TheBritishrelyonfacts
79、,ratherthanemotions,tomakedecisions.Maintaineyecontactandafewfeetofpersonalspace.Afterameeting,sendalettersummarizingwhatwasdecidedandthenextstepstobetaken.Activity1True(T)orFalse(F).1.Thebusinesscardmaybeputawaywithonlyacursoryglancesodontbeoffendedifnotmuchattentionispaidtoit.2.MostBritishwillnotu
80、seslangorabbreviationsandwillthinknegativelyifyourcommunicationappearsoverlyfamiliar.3.Makecertainyourpresentationandanymaterialsprovidedappearprofessionalandwellthoughtout.TTT2.法国商务礼仪Relationships&CommunicationFrenchbusinessbehaviouremphasizescourtesyandadegreeofformality.Mutualtrustandrespectisreq
81、uiredtogetthingsdone.Trustisearnedthroughproperbehaviour.Creatingawidenetworkofclosepersonalbusinessalliancesisveryimportant.IfyoudonotspeakFrench,anapologyfornotknowingtheirlanguagemayaidindevelopingarelationship.Itisalwaysagoodideatolearnafewkeyphrases,sinceitdemonstratesaninterestinalong-termrela
82、tionship.ThewayaFrenchpersoncommunicatesisoftenpredicatedbytheirsocialstatus,educationlevel,andwhichpartofthecountrytheywereraised.Inbusiness,theFrenchoftenappearextremelydirectbecausetheyarenotafraidofaskingprobingquestions.Writtencommunicationisformal.Secretariesoftenschedulemeetingsandmaybeusedto
83、relayinformationfromyourFrenchbusinesscolleagues.BusinessMeetingsEtiquetteAppointmentsarenecessaryandshouldbemadeatleast2weeksinadvance.Appointmentsmaybemadeinwritingorbytelephoneand,dependinguponthelevelofthepersonyouaremeeting,areoftenhandledbythesecretary.DonottrytoschedulemeetingsduringJulyorAug
84、ust,asthisisacommonvacationperiod.Ifyouexpecttobedelayed,telephoneimmediatelyandofferanexplanation.Meetingsaretodiscussissues,nottomakedecisions.Avoidexaggeratedclaims,astheFrenchdonotappreciatehyperbole.BusinessNegotiationFrenchbusinessemphasizescourtesyandafairdegreeofformality.Waittobetoldwhereto
85、sit.Maintaindirecteyecontactwhilespeaking.Businessisconductedslowly.Youwillhavetobepatientandnotappearruffledbythestrictadherencetoprotocol.Avoidconfrontationalbehaviourorhigh-pressuretactics.Itcanbecounterproductive.TheFrenchwillcarefullyanalyzeeverydetailofaproposal,regardlessofhowminute.Businessi
86、shierarchical.Decisionsaregenerallymadeatthetopofthecompany.TheFrenchareoftenimpressedwithgooddebatingskillsthatdemonstrateanintellectualgraspofthesituationandalltheramifications.Neverattempttobeoverlyfriendly.TheFrenchgenerallycompartmentalizetheirbusinessandpersonallives.Discussionsmaybeheatedandi
87、ntense.High-pressuresalestacticsshouldbeavoided.TheFrencharemorereceptivetoalow-key,logicalpresentationthatexplainstheadvantagesofaproposalinfull.Whenanagreementisreached,theFrenchmayinsistitbeformalizedinanextremelycomprehensive,preciselywordedcontract.DressEtiquetteBusinessdressisunderstatedandsty
88、lish.Menshouldweardark-coloured,conservativebusinesssuitsfortheinitialmeeting.Womenshouldweareitherbusinesssuitsorelegantdressesinsoftcolours.TheFrenchlikethefinerthingsinlife,soweargoodqualityaccessories.BusinessCardsBusinesscardsareexchangedaftertheinitialintroductionswithoutformalritual.Havetheot
89、hersideofyourbusinesscardtranslatedintoFrench.Althoughnotabusinessnecessity,itdemonstratesanattentiontodetailthatwillbeappreciated.Includeanyadvancedacademicdegreesonyourbusinesscard.Frenchbusinesscardsareoftenabitlargerthaninmanyothercountries.Activity2True(T)orFalse(F).1. Trustisearnedthroughprope
90、rbehaviour.2. DonottrytoschedulemeetingsduringJulyorAugust,asthisisacommonvacationperiod.3. TheFrencharenotimpressedwithgooddebatingskills.TTF3.德国商务礼仪Relationships&CommunicationsGermansdonotneedapersonalrelationshipinordertodobusiness.Theywillbeinterestedinyouracademiccredentialsandtheamountoftimeyo
91、urcompanyhasbeeninbusiness.Germansdisplaygreatdeferencetopeopleinauthority,soitisimperativethattheyunderstandyourlevelrelativetotheirown.Germansdonothaveanopen-doorpolicy.Peopleoftenworkwiththeirofficedoorclosed.Knockandwaittobeinvitedinbeforeentering.Germancommunicationisformal.Followingtheestablis
92、hedprotocoliscriticaltobuildingandmaintainingbusinessrelationships.Asagroup,Germansaresuspiciousofhyperbole,promisesthatsoundtoogoodtobetrue,ordisplaysofemotion.Germanswillbedirecttothepointofbluntness.Expectagreatdealofwrittencommunication,bothtobackupdecisionsandtomaintainarecordofdecisionsanddisc
93、ussions.BusinessMeetingEtiquetteAppointmentsaremandatoryandshouldbemade1to2weeksinadvance.Lettersshouldbeaddressedtothetoppersoninthefunctionalarea,includingthepersonsnameaswellastheirproperbusinesstitle.Ifyouwritetoscheduleanappointment,thelettershouldbewritteninGerman.Punctualityistakenextremelyse
94、riously.Ifyouexpecttobedelayed,telephoneimmediatelyandofferanexplanation.Itisextremelyrudetocancelameetingatthelastminuteanditcouldjeopardizeyourbusinessrelationship.Meetingsaregenerallyformal.Initialmeetingsareusedtogettoknoweachother.TheyallowyourGermancolleaguestodetermineifyouaretrustworthy.Meet
95、ingsadheretostrictagendas,includingstartingandendingtimes.Maintaindirecteyecontactwhilespeaking.AlthoughEnglishmaybespoken,itisagoodideatohireaninterpretersoastoavoidanymisunderstandings.Attheendofameeting,someGermanssignaltheirapprovalbyrappingtheirknucklesonthetabletop.Thereisastrictprotocoltofoll
96、owwhenenteringaroom:Theeldestorhighestrankingpersonenterstheroomfirst.Menenterbeforewomen,iftheirageandstatusareroughlyequivalent.BusinessNegotiationDonotsituntilinvitedandtoldwheretosit.Thereisarigidprotocoltobefollowed.Meetingsadheretostrictagendas,includingstartingandendingtimes.Treattheprocesswi
97、ththeformalitythatitdeserves.Germanyisheavilyregulatedandextremelybureaucratic.Germansprefertogetdowntobusinessandonlyengageinthebriefestofsmalltalk.Theywillbeinterestedinyourcredentials.MakesureyourprintedmaterialisavailableinbothEnglishandGerman.Contractsarestrictlyfollowed.Youmustbepatientandnota
98、ppearruffledbythestrictadherencetoprotocol.Germansaredetail-orientedandwanttounderstandeveryinnuendobeforecomingtoanagreement.Businessishierarchical.Decision-makingisheldatthetopofthecompany.Finaldecisionsaretranslatedintorigorous,comprehensiveactionstepsthatyoucanexpectwillbecarriedouttotheletter.A
99、voidconfrontationalbehaviourorhigh-pressuretactics.Itcanbecounterproductive.Onceadecisionismade,itwillnotbechanged.DressEtiquetteBusinessdressisunderstated,formalandconservative.Menshouldweardarkcoloured,conservativebusinesssuits.Womenshouldweareitherbusinesssuitsorconservativedresses.Donotwearosten
100、tatiousjewelleryoraccessories.Activity3True(T)orFalse(F).1.Germansdonotneedapersonalrelationshipinordertodobusiness.2.Meetingsadheretostrictagendas,includingstartingandendingtimes.3.Onceadecisionismade,itwillnotbechanged.TTT4.俄罗斯商务礼仪Relationships&CommunicationRussiansaretransactionalanddonotneedtoes
101、tablishlong-standingpersonalrelationshipsbeforetheydobusinesswithpeople.Itisstillagoodideatodevelopanetworkofpeoplewhoyouknowandtrust.TheRussianword“svyasi”meansconnectionsandreferstohavingfriendsinhighplaces,whichisoftenrequiredtocutthroughredtape.Patienceisessential.Itisbesttoerronthesideofformali
102、tywhenyoufirstmakecontact.Sincerityiscrucialasitisrequiredtobuildtrust,andtrustisneededtobuildarelationship.MostRussiansdonottrustpeoplewhoare“allbusiness”.Anindicationthatyouhavesuccessfullydevelopedapersonalrelationshipisbeingaskedforafavourbythatperson.BusinessMeetingEtiquetteAppointmentsareneces
103、saryandshouldbemadeasfarinadvanceaspossible.Itoftentakesroughly6weekstoarrangeameetingwithagovernmentofficial.Confirmthemeetingwhenyouarriveinthecountryandagainadayortwoinadvance.ThefirstweekofMayhasseveralpublicholidayssoitisbestavoided.Youshouldarrivepunctuallyformeetings.TypicalRussianschedulesar
104、econstantlychangingandeverythingtakeslongerthanexpected,sobepreparedtobekeptwaiting.Meetingscanbecancelledonshortnotice.Thefirstmeetingisoftenavehicletodetermineifyouandthecompanyyourepresentarecredibleandworthyofconsiderationforfuturebusinessdealings.Usethetimeeffectivelytodemonstratewhatdifferenti
105、atesyourcompanyfromthecompetition.Expectalongperiodofsocializingandgetting-to-know-youconversationbeforebusinessisdiscussed.HaveallprintedmaterialavailableinbothEnglishandRussian.Russiansexpectlonganddetailedpresentationsthatincludeahistoryofthesubjectandareviewofexistingprecedents.Meetingsarefreque
106、ntlyinterrupted.Itiscommonforseveralsideconversationsthathavenothingtodowiththetopicofthemeetingtobecarriedonduringthemeeting.Attheendofthemeeting,expecttosigna“protocol”,whichisasummaryofwhatwasdiscussed.BusinessNegotiationMeetingsandnegotiationsareslow.Russiansdonotlikebeingrushed.Itisagoodideatoi
107、ncludetechnicalexpertsonyournegotiatingteam.HierarchyisimportanttoRussians.Theyrespectage,rankandposition.Themostseniorpersonreachesdecisions.Russianexecutivesprefertomeetwithpeopleofsimilarrankandposition.Russiansseenegotiationsaswin-lose.Theydonotbelieveinwin-winscenarios.Havewrittenmaterialsavail
108、ableinbothEnglishandRussian.Russiansviewcompromiseasweakness.Theywillcontinuenegotiatinguntilyouofferconcessions.Russiansmaylosetheirtemper,walkoutofthemeeting,orthreatentoterminatetherelationshipinanattempttocoerceyoutochangeyourposition.Russiansoftenusetimeasatactic,especiallyiftheyknowthatyouhave
109、adeadline.Becautiousaboutlettingyourbusinesscolleaguesknowthatyouareundertimepressureortheywilldelayevenmore.Nothingisfinaluntilthecontractissigned.Eventhen,Russianswillmodifyacontracttosuittheirpurposes.Donotusehigh-pressuresalestacticsastheywillworkagainstyou.DressEtiquetteBusinessdressisformaland
110、conservative.Menshouldwearbusinesssuits.Womenshouldwearsubduedcolouredbusinesssuitswithskirtsthatcovertheknees.Shoesshouldbehighlypolished.BusinessCardsBusinesscardsareexchangedaftertheinitialintroductionswithoutformalritual.HaveonesideofyourbusinesscardtranslatedintoRussianusingCyrillictext.Include
111、advanceduniversitydegreesonyourbusinesscard.HandyourbusinesscardsotheRussiansideisreadabletotherecipient.Ifsomeonedoesnothaveabusinesscard,notetheirpertinentinformation.Activity3True(T)orFalse(F).1.TheRussianword“svyasi”meansconnectionsandreferstohavingfriendsinhighplaces,whichisoftenrequiredtocutth
112、roughredtape.2.TypicalRussianschedulesareconstantlychangingandeverythingtakeslongerthanexpected,sobepreparedtobekeptwaiting.3.Russiansseenegotiationsaswin-lose.Theydonotbelieveinwin-winscenarios.TTTTask Four African Countries (Egypt, South Africa)1.埃及商务礼仪Relationships&CommunicationEgyptiansprefertod
113、obusinesswiththosetheyknowandrespect,thereforeexpecttospendtimecultivatingapersonalrelationshipbeforebusinessisconducted.Whoyouknowismoreimportantthanwhatyouknow,soitisimportanttonetworkandcultivateanumberofcontacts.Expecttobeofferedcoffeeorteawheneveryoumeetsomeone,asthisdemonstrateshospitality.Eve
114、nifyoudonottakeasip,alwaysacceptthebeverage.Decliningtheofferisviewedasrejectingtheperson.SinceEgyptiansjudgepeopleonappearances,weargoodqualityconservativeclothesandpresentyourselfwellatalltimes.Egyptiansbelievedirecteyecontactisasignofhonestyandsincerity,sobepreparedfordisconcertinglyintensestares
115、.Egyptiansareemotiveandusehandgestureswhentheyareexcited.Ingeneral,theyspeaksoftly,althoughtheymayalsoshoutorpoundthetable.Thisisnotindicativeofanger;itismerelyanattempttodemonstrateapoint.Youshoulddemonstratedeferencetothemostseniorpersoninthegroup,whowillalsobetheirspokesperson.Thisisacountrywhere
116、hierarchyandrankareveryimportant.BusinessMeetingEtiquetteAppointmentsarenecessaryandshouldbemadeinadvance.Confirmthemeetingoneweekinadvance,eitherinwritingorbytelephone.Reconfirmagainadayortwobeforethemeeting.Meetingsaregenerallynotprivateunlessthereisaneedtodiscussmattersconfidentially.Ingeneral,Eg
117、yptianshaveanopen-doorpolicy,evenwhentheyareinameeting.Thismeansyoumayexperiencefrequentinterruptions.Othersmayevenwanderintotheroomandstartadifferentdiscussion.Youmayjoinin,butdonottrytobringthetopicbacktotheoriginaldiscussionuntilthenewpersonleaves.High-levelgovernmentofficialsoftenadheretomorewes
118、ternbusinesspracticesandholdprivatemeetingswithoutinterruptions.Businessmeetingsgenerallystartafterprolongedinquiriesabouthealth,family,etc.Ifyousendanagendaandpresentationmaterialsinadvanceofthemeeting,sendbothanEnglishandEgyptianArabictranslation.BusinessNegotiationThesocialsideofbusinessisveryimp
119、ortant.Egyptiansmustknowandlikeyoutoconductbusiness.Personalrelationshipsarenecessaryforlong-termbusiness.Businessishierarchical.Thehighestrankingpersonmakesdecisions,afterobtaininggroupconsensus.Decisionsarereachedaftergreatdeliberation.Ifthegovernmentisinvolved,discussionswilltakeevenlongersinceap
120、provalmustoftenbegivenbytheministersofseveraldepartments.Businessmovesataslowpace.Thesocietyisextremelybureaucratic.Itmaytakeseveralvisitstoaccomplishasimpletask.ItisadvisabletoincludeolderpeoplewithimpressivetitlesinyourteamsinceEgyptiansrespectageandexperience.Expectafairamountofhaggling.Egyptians
121、seldomseeanofferasfinal.Egyptiansdonotlikeconfrontationandabhorsaying“no”.Iftheydonotrespond,itusuallyisanegativesign.Alwaysincluderesearchanddocumentationtosupportyourclaims.Donotusehigh-pressuretactics.Egyptiansaretoughnegotiators.DressEtiquetteBusinessattireisformalandconservative.Dresswellifyouw
122、anttomakeagoodimpression.Menshouldweardark-coloured,lightweight,conservativebusinesssuits,atleasttothefirstmeeting.Menshouldavoidwearingvisiblejewellery,especiallyaroundthefaceandneck.Womenmustbecarefultocoverthemselvesappropriately.Skirtsanddressesshouldcoverthekneeandsleevesshouldcovermostofthearm
123、.BusinessCardsBusinesscardsaregivenwithoutformalritual.HaveonesideofyourcardtranslatedintoEgyptianArabic.Alwayshandthecardsotherecipientmayreadit.Makeapointofstudyinganybusinesscardyoureceivebeforeputtingintoyourbusinesscardcase.Activity1True(T)orFalse(F).1.Whoyouknowismoreimportantthanwhatyouknow,s
124、oitisimportanttonetworkandcultivateanumberofcontacts.2.Ingeneral,Egyptianshaveanopen-doorpolicy,evenwhentheyareinameeting.Thismeansyoumayexperiencefrequentinterruptions.High-levelgovernmentofficialsoftenadheretomorewesternbusinesspracticesandholdprivatemeetingswithoutinterruptions.3.Egyptiansaretend
125、ernegotiators.TTF2.南非商务礼仪Relationships&CommunicationSouthAfricansaretransactionalanddonotneedtoestablishlong-standingpersonalrelationshipsbeforeconductingbusiness.IfyourcompanyisnotknowninSouthAfrica,amoreformalintroductionmayhelpyougainaccesstodecision-makersandnotbeshuntedofftogatekeepers.Networki
126、ngandrelationshipbuildingarecrucialforlong-termbusinesssuccess.Relationshipsarebuiltintheoffice.Mostbusinessmenarelookingforlong-termbusinessrelationships.Althoughthecountryleanstowardsegalitarianism,businesspeoplerespectseniorexecutivesandthosewhohaveattainedtheirpositionthroughhardworkandpersevera
127、nce.Therearemajordifferencesincommunicationstylesdependingupontheindividualsculturalheritage.Forthemostpart,SouthAfricanswanttomaintainharmoniousworkingrelationships,sotheyavoidconfrontations.Theyoftenusemetaphorsandsportsanalogiestodemonstrateapoint.MostSouthAfricans,regardlessofethnicity,preferfac
128、e-to-facemeetingstomoreimpersonalcommunicationmediumssuchasemail,letterortelephone.BusinessMeetingEtiquetteAppointmentsarenecessaryandshouldbemadeasfarinadvanceaspossible.Itmaybedifficulttoarrangemeetingswithseniorlevelmanagersonshortnotice,althoughyoumaybeabletodosowithlower-levelmanagers.Itisoften
129、difficulttoschedulemeetingsfrommidDecembertomidJanuaryorthetwoweekssurroundingEaster,astheseareprimevacationtimes.Personalrelationshipsareimportant.Theinitialmeetingisoftenusedtoestablishapersonalrapportandtodetermineifyouaretrustworthy.Afterameeting,sendalettersummarizingwhatwasdecidedandthenextste
130、ps.BusinessNegotiationItisimperativetodevelopmutualtrustbeforenegotiating.Womenhaveyettoattainseniorlevelpositions.DonotinterruptaSouthAfricanwhiletheyarespeaking.SouthAfricansstriveforconsensusandwin-winsituations.Includedeliverydatesincontracts.Deadlinesareoftenviewedasfluidratherthanfirmcommitmen
131、ts.Startnegotiatingwitharealisticfigure.SouthAfricansdonotlikehagglingoverprice.Decision-makingmaybeconcentratedatthetopofthecompanyanddecisionsareoftenmadeafterconsultationwithsubordinates,sotheprocesscanbeslowandprotracted.DressEtiquetteBusinessattireisbecomingmoreinformalinmanycompanies.However,f
132、orthefirstmeeting,itisbesttodressmoreconservatively.Menshouldweardark-colouredconservativebusinesssuits.Womenshouldwearelegantbusinesssuitsordresses.Activity2True(T)orFalse(F).1. Relationshipsarebuiltoutoftheoffice.2. Personalrelationshipsareimportant.Theinitialmeetingisoftenusedtoestablishapersonal
133、rapportandtodetermineifyouaretrustworthy.3. DonotinterruptaSouthAfricanwhiletheyarespeaking.FTTTask Five Oceania Countries (Australia, New Zealand)1.澳大利亚商务礼仪Relationships&CommunicationAustraliansareverymatteroffactwhenitcomestobusinesssodonotneedlong-standingpersonalrelationshipsbeforetheydobusiness
134、withpeople.Australiansareverydirectinthewaytheycommunicate.Thereisoftenanelementofhumour,oftenself-deprecating,intheirspeech.Aussiesoftenusecolourfullanguagethatwouldbeunthinkableinothercountries.BusinessMeetingEtiquetteAppointmentsarenecessaryandrelativelyeasytoschedule.Theyshouldbemadewithasmuchle
135、adtimeaspossible.Punctualityisimportantinbusinesssituations.Itisbettertoarriveafewminutesearlythantokeepsomeonewaiting.Meetingsaregenerallyrelaxed;however,theyareseriousevents.IfanAustraliantakesexceptiontosomethingthatyousay,theywilltellyouso.Ifyoumakeapresentation,avoidhype,makingexaggeratedclaims
136、,orbellsandwhistles.Presentyourbusinesscasewithfactsandfigures.EmotionsandfeelingsarenotimportantintheAustralianbusinessclimate.NegotiationandDecisionMakingAustraliansgetdowntobusinessquicklywithaminimumamountofsmalltalk.Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpres
137、sedbytoomuchdetail.Negotiationsproceedquickly.Bargainingisnotcustomary.Theywillexpectyourinitialproposaltohaveonlyasmallmarginfornegotiation.Theydonotlikehigh-pressuretechniques.Decision-makingisconcentratedatthetopofthecompany,althoughdecisionsaremadeafterconsultationwithsubordinates,whichcanmakede
138、cisionmakingslowandprotracted.WhattoWearBusinessdressisconservativeinMelbourneandSydney.Menshouldwearadarkcoloured,conservativebusinesssuit.Womenshouldwearasmartdressorabusinesssuit.InBrisbaneorothertropicalareas,dependingonthejobfunctionandcompanyculture,menmaywearshirts,tiesandBermudashorts.Busine
139、ssCardsBusinesscardsareexchangedattheinitialintroductionwithoutformalritual.Ifyouarenotgivenabusinesscard,itisnotaninsult;thepersonsimplymaynothaveone.Activity1True(T)orFalse(F).1.Meetingsaregenerallyrelaxed;however,theyareseriousevents.2.Negotiationsproceedquickly.Bargainingiscustomary.Theywillexpe
140、ctyourinitialproposaltohaveonlyalargemarginfornegotiation.3.Ifyouarenotgivenabusinesscard,itisnotaninsult;thepersonsimplymaynothaveone.TFT2.新西兰商务礼仪Relationships&CommunicationNewZealanderscanbesomewhatreserved,especiallywithpeopletheydonotknow.Oncetheydevelopapersonalrelationship,theyarefriendly,outg
141、oingandsocial.Donotappeartooforwardoroverlyfriendly.Theyrespectpeoplewhoarehonest,direct,anddemonstrateasenseofhumour.Theytrustpeopleuntiltheyaregivenareasonnotto.Ifthishappensinbusinessthebreachwillbedifficulttorepairandbusinessdealingsmayceaseorbecomemoredifficult.BusinessMeetingEtiquetteAppointme
142、ntsareusuallynecessaryandshouldbemadeatleastoneweekinadvancebytelephone,faxoremail.Itisgenerallyeasytoschedulemeetingswithseniorlevelmanagersifyouarecomingfromanothercountryifthemeetingisplannedwellinadvance.ItcanbedifficulttoschedulemeetingsinDecemberandJanuarysincethesearetheprimemonthsforsummerva
143、cation.Arriveatmeetingsontimeorevenafewminutesearly.Ifyoudonotarriveontime,yourbehaviourmaybeinterpretedasindicatingthatyouareunreliableorthatyouthinkyourtimeismoreimportantthanthepersonwithwhomyouaremeeting.Meetingsaregenerallyrelaxed;however,theyareseriousevents.Expectabriefamountofsmalltalkbefore
144、gettingdowntothematterathand.Ifyoumakeapresentation,avoidhype,exaggeratedclaims,hyperbole,andbellsandwhistles.NewZealandersareinterestedinwhatpeople“cando”notwhattheysaytheycando.Presentyourbusinesscasewithfactsandfigures.EmotionsandfeelingsarenotimportantintheNewZealandbusinessclimate.Maintaineyeco
145、ntactandafewfeetofpersonalspace.BusinessNegotiationThenegotiatingprocesstakestime.Donotattempthigh-pressuresalestactics.Demonstratethebenefitsofyourservicesorproductsratherthantalkingaboutthem.Startyournegotiationswitharealisticfigure.Sincethisisnotabargainingculture,NewZealandersdonotexpecttohaggle
146、overprice.Kiwislookforvaluefortheirmoney.Donotmakepromisesyoucannotkeeporofferunrealisticproposals.Kiwisdonotgenerallytrustpeoplewhohavetooversell!Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbymoredetailthanisrequired.Agreementsandproposalsmuststateallpointsclea
147、rly.Alltermsandconditionsshouldbeexplainedindetail.Sticktothepointwhilespeaking.Kiwisappreciatehonestyanddirectnessinbusinessdealings.Activity2True(T)orFalse(F).1.Theytrustpeopleuntiltheyaregivenareasonnotto.Ifthishappensinbusinessthebreachwillbedifficulttorepairandbusinessdealingsmayceaseorbecomemo
148、redifficult.2.ItcanbedifficulttoschedulemeetingsinDecemberandJanuarysincethesearetheprimemonthsforwintervacation.3.NewZealandersareinterestedinwhatpeople“cando”notwhattheysaytheycando.TFT1. Exercise for new words in this Module.Directions: explain the new words in English by your understanding.1)tan
149、trum2)obnoxious3)recipient4)prerogative5)inscription6)patronize Exercise for Module 2答案：1)tantrumn.asuddenperiodofuncontrolledangerlikeayoungchilds发脾气2)obnoxiousa.veryunpleasantorrude令人讨厌的3)recipientn.apersonwhoreceivessomething接受者4)prerogativen.somethingwhichsomepeopleareableorallowedtodoorhave,but
150、whichisnotpossibleorallowedforeveryone特权；君权5)inscriptionn.wordsthatarewrittenorcutinsomething题词6)patronizev.tospeaktoorbehavetowardssomeoneasiftheyarestupidornotimportant惠顾；资助2. Dialogue.Directions: imitate the speakers and make a role play with your partner.Joan:Sure,Jeff.YouknowthatIpreferdirecttalk.Jeff:IwasreallysurprisedbytheChiefExecutivestablemanners.Joan: TobehonestJeff,sowasI.Jeff:Itgoestoshowthatjustbecausesomeoneisrichandsuccessful,doesntmakethemperfect.Joan: Idratherhavegoodtablemannersthanalltherichesintheworld!结束语结束语谢谢大家聆听！谢谢大家聆听！87
