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    Etiquette & Culture

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    priya84
    This document discusses etiquette and cultural differences in communication styles. It provides guidance on proper etiquette for introductions, handshakes, telephone etiquette, and workplace behavior. It explains differences between high and low context cultures, individualistic vs collectivistic cultures, and dimensions of cultural variation like time orientation, power distance, and gestures. Body language and nonverbal communication make up over 90% of interactions, so cultural sensitivity around gestures and eye contact is important. Overall, the document stresses that etiquette and communication styles are influenced by culture, and awareness of differences can prevent misunderstandings.

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    Etiquette & Culture

    Uploaded by

    priya84
    54 views24 pages
    This document discusses etiquette and cultural differences in communication styles. It provides guidance on proper etiquette for introductions, handshakes, telephone etiquette, and workplace behavior. It explains differences between high and low context cultures, individualistic vs collectivistic cultures, and dimensions of cultural variation like time orientation, power distance, and gestures. Body language and nonverbal communication make up over 90% of interactions, so cultural sensitivity around gestures and eye contact is important. Overall, the document stresses that etiquette and communication styles are influenced by culture, and awareness of differences can prevent misunderstandings.

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    Business Communication

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    5. Etiquette & Culture

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    This document discusses etiquette and cultural differences in communication styles. It provides guidance on proper etiquette for introductions, handshakes, telephone etiquette, and workplace behavior. It explains differences between high and low context cultures, individualistic vs collectivistic cultures, and dimensions of cultural variation like time orientation, power distance, and gestures. Body language and nonverbal communication make up over 90% of interactions, so cultural sensitivity around gestures and eye contact is important. Overall, the document stresses that etiquette and communication styles are influenced by culture, and awareness of differences can prevent misunderstandings.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    54 views24 pages

    Etiquette & Culture

    Uploaded by

    priya84
    This document discusses etiquette and cultural differences in communication styles. It provides guidance on proper etiquette for introductions, handshakes, telephone etiquette, and workplace behavior. It explains differences between high and low context cultures, individualistic vs collectivistic cultures, and dimensions of cultural variation like time orientation, power distance, and gestures. Body language and nonverbal communication make up over 90% of interactions, so cultural sensitivity around gestures and eye contact is important. Overall, the document stresses that etiquette and communication styles are influenced by culture, and awareness of differences can prevent misunderstandings.

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    You are on page 1of 24

    Etiquette & Culture

    Dr Aparna Rao

    Etiquette
    Rule is to break all rules, or so it seems
    Lack of awareness about how people should treat
    each other
    Challenges, upsets, miscommunication
    Respect should be mutual, answer rudeness
    with courtesy

    First Meeting/Interaction
    Address Formal name, unless introduced by
    first name
    Introduce everybody present e.g. Invictus,
    wins allies and shows etiquette savvy grace
    First meeting Look the person in the eye, smile
    and offer to shake hands
    Have a firm handshake wimpy handshake
    dead fish, wet, cold etc. negative impressions

    Basics
    Old-fashioned courtesy, politeness, Ps & Qs
    multigenerational approach
    Kindness the language that the deaf can hear
    and the blind can see
    Integrity Trust fragile; keeping commitments
    sends non-verbal messages of trustworthiness
    Never Interrupt uninvited visits to others
    cubicles, peeping over shoulders to see their work,
    calling, pinging etc. message or take permission

    Essentials for Workplace Etiquette


    Language professional tone and language, assertive
    Gender Equation gender specific remarks,
    complimenting/commenting on ones attire, dirty jokes,
    discussing private matters
    Workplace friendships ensure professionalism at
    work, focus on tasks rather than people, workplace
    crowd also noticed
    Professionalism Karimbhai story, Lawn mower story,
    ICAI student story
    Observe those who have earned genuine respect in your
    organization, emulate them

    Telephone Etiquette
    Speak clearly Avoid holding the phone under the
    chin, sounds like mumbling
    Speakerphone take permission to be put on speaker
    Introduction name, company, purpose
    Return calls if a call is missed, return immediately,
    same working day
    Avoid juggling putting someone on hold, taking
    another call negative impressions
    Take permission before putting someone on hold
    For more time, ask if you can call back

    Telephone Etiquette
    Voice Mail Brief full name, reason for call, contact
    number
    Avoid using voice mail as a screen/filter - be someone
    who always returns calls or takes calls
    Personal calls/mails at workplace minimum, short,
    avoid
    Sensitivity to others volume in personal and telephonic
    conversations
    Privacy Difficult at workplace, but if you are privy to
    somebodys conversation, stay out
    Avoid calls when you are travelling in public transport

    Workplace Senses
    Cleanliness avoid clutter on your table, respect
    hygiene needs at shared places
    Sensitivity to Others shared places, services etc.
    Etiquette begins with sensitivity & tolerance
    Good etiquette reflects your culture and
    upbringing
    Fine manners need the support of fine manners in
    others."
    RalphWaldoEmerson

    Culture & Communication Styles


    Culture Beliefs, behaviours, objects and
    characteristics of particular group or society
    High Context Vs Low Context
    Direct Vs Indirect
    Formal Vs Informal
    Note: Variations observed within each group

    High Context
    High context cultures Asia, Middle East,
    Africa, South America
    Communication style combine verbal and
    nonverbal messages to convey entire meaning
    Important for listeners to be sensitive &
    observant
    For speakers - Appear to be listening, but closed
    body language; e.g. folded hands

    Low Context Cultures


    Low Context Cultures United States, Germany,
    Switzerland, Scandinavian countries
    Reliability on literal and precise meaning of words
    Explicit conversations
    Preference for written communication as this
    preempts subtleness of nonverbal communication
    Avoid initiating conversations without formal
    introductions

    Dimensions
    Dimensions of culture variation
    Low context cultures assume commonality and
    more shared understanding, responsibility on
    listener to interpret information, could cause
    breakdowns
    Low context seen as more tolerant and
    understanding of diversity
    E.g. Japanese see Westerners as blunt
    Westerners see Japanese as secretive, not
    forthcoming with information

    Dimensions of Differences Observed


    Monochronic Vs Polychronic
    One task at a time vs multiple tasks at the same
    time
    E.g. Germans cannot understand how his
    French/Arabic counterpart can interrupt
    meetings by taking other calls
    American employee in German workplace feels it
    is closed and unfriendly because of closed door
    discussions

    Dimensions of Differences Observed


    Future Vs Present Vs Past Orientation
    Past-oriented societies Britain, China, India,
    Japan, conservative in management, steeped in
    traditional practice
    Present Oriented Some Latin American countries
    believe in short-term results, living in the present
    Future Oriented Optimism about the future,
    management seen as result of planning, doing,
    controlling, instead of waiting for things to happen
    United States, Brazil increasingly, metropolitan
    cities in India

    Dimensions of Differences Observed


    Quantity of Time
    Parts of India, Latin America, Saudi Arabia time
    appears to be plentiful; rely on trust to do
    business
    Germany, United States of America, Metropolitan
    cities like Mumbai time in short supply, no time
    to build trust for business

    Individualism Vs Collectivism

    Dimensions of Differences Observed


    Power Distance Extent to which people accept
    differences in power The boss is always right
    because he is the boss or only when he gets it right???
    High power distance countries/communities Bypassing a superior insubordination India for
    e.g.
    Low power distance countries/communities
    bypassing a superior not a big deal, interaction
    amongst seniors and juniors on equal footing in
    society

    Dimensions of Differences Observed


    Individualism Vs Collectivism
    Individual uniqueness valued in individualistic
    cultures
    Self determination valued
    Belief in universal values to be shared by all
    Collectivism believed that different values exist
    amongst different groups

    Asian Cultures Collectivist


    Anglo Cultures - Individualist

    Body Language & Culture


    Gestures vary from culture to culture
    Gestures should be read in clusters
    Should be interpreted as a whole, in the context
    of communication
    Actions speak louder than words
    Watch out for different meanings of gestures and
    actions in different cultures

    Mehrabian Model
    Non-Verbal Signals - 93% of your communication - 55%
    (body language, eye contact), 38% vocal (pitch, speed,
    volume, tone of voice)
    Impact of actual words is only 7%
    And with the spotlight on you- in an interview or a
    presentation, your non-verbal communication is as
    important as your verbal

    Some examples

    Eye contact stare, quick blinking,


    frowning, glance, eyes distracted
    Hand gestures thumbs up, steeple,
    hands on face, mouth, nose tap
    Hand shakes and etiquette with
    superiors, low context and high context
    cultures, ladies

    To conclude - Communication is about


    expression, making meaning

    Requires good input skills observation,


    listening, reading, sensitivity

    References
    Body Language; Allan & Barbara Pease
    A Quick Guide to Cultural Competency Dr Sangeeta
    Gupta
    Business Communication Meenakshi Raman &
    Prakash Singh
    Awnload 2/4/08)

    httpww.lifepositive.com/mind/psychology/bodylanguage/body-work.asp (date of download 2/4/08)

    THANK YOU

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