国际商务礼仪An Introduction to International business etiquette.ppt

An Introduction to International Business Etiquette Lecture Two Meeting and Greeting 1.The art of introducing peoplevThe protocol of making proper introductionsVery logical.You properly introduce a lesser to a more important or senior person.You would introduce:A younger person to an old person.A peer in your company to a peer in another company.A junior executive to a senior executive.A fellow executive to a customer or client.An unofficial person to an official person.A fellow in your own country to a peer from another country.A guest to a host.A gentleman to a lady.vExplain who people are when you introduce them“Mr.Cogwell,I want my daughter,Cynthia,to meet you.Cynthia,this is Mr.Cogwell,the president of this company.”(Y to O)“Jane,Id like to introduce Harry Newman,my nephew.Harry,this is Dr.Jane Arrowsmith,head of our hospital.”(J to S)Give information when you introduce someone Dont just introduce people by name at a business party without giving their firms or profession or some piece of information that can serve as a jumping off point for conversation in that group.vRemember to use titles when introducing peopleYou may know that woman well as“Jennifer Garrett”.When youre introducing her,its important to give her title.Introduce her as“Dr.Jennifer Garrett”.Your brother may be your brother,but when introducing him,if he is a judge,he should be referred to as“my brother,Judge William Taylor”.A man youre introducing may have been your college roommate but if he is of high political or appointive office,the people to whom youre presenting him should know it.Therefore,introduce him as“Steve Li,Project manager of the World Bank”instead of just“Steve Li”.People want to know to whom theyre speaking,so they can make appropriate comments.vWhats in a name?It means everything to the person you are properly introducing to in your business life.It means everything to the person who you are introducing the newcomer,who will want to learn the other persons name correctly so that she wont be embarrassed later by having to ask for it again.When saying our names,we need to slow down and pronounce our names slowly,clearly and distinctly.We may feel as though we are exaggerating our names,but it eases the problem of communication.Pay attention to peoples last names,learn the names of everyone with whom you interact When a manager remembers his contacts full names,theyre flattered,their egos are enhanced,and relationships become more cordial as a result.vIf you forget someones entire name when you know him wellIf you have a total lapse of memory,dont worry,it happens to us all.Just laugh and make a joke of it:“sometimes I cant even remember my own mothers name”.Confess on the spot.You will be forgiven,because every single person in this world forgets names.You will always be forgivenunless you do it to your future mother-in-law,who is against the marriage.v Be a sport Since its possible that the person you know has forgotten your name and cannot introduce you,help him out.Stick your hand out and give him your name:“hello,Jim Schubert,good to see you”,to which he will reply:“Jim,did you think I had forgotten your name?Of course,he has,but everyone is smiling,being introduced all around,everyone is happy,and you have saved the day by simply coming out with your name right away.vWhen people Mis-introduce youIf someone repeatedly mis-introduce you,dont make a dramatic episode out of it,put a big smile on your face and whisper in the persons ear:“Just thought youd like to know that my name is Jane Merson,not Mason.”(the underlined words show politeness)2.Handshake A handshake is your first physical contact with someone,flesh to flesh.vA desirable handshake feels:Firm,strong,representative of a person who makes decisions,take risks,and above all,takes charge.Warm and enthusiastic as if you are really glad to meet someone.Dry,pleasant to the touch.vAn undesirable handshake feels:Hesitant,apologetic,almost as if you were saying:“I dont really want to shake your hand,nor am I a decision maker.”Wet and clammy,or cold,as though you have been holding an iced drink all day.Weak,slippery,lifeless,like a handful of dead fish.Just as negative is the bone crusher handshake,which makes the other person feel in need of having his hand checked.v When do you shake hands?When you run into someone you knowWhen you say goodbye to the same personWhen someone comes in from the outside to see you in your office and when he leaves.When someone enters your home,or when you enter someone elses home When you meet someone you know in a restaurant.When youre introduced to people in any business or social situation,and when you take leave of them.When you are congratulating someonev When do you not shake hands?When the other person has his or her hands fullWhen the person you want to greet is someone much higher ranked than you and to whom you really have nothing to say.In this case,it would look pushy for you to rush up to shake his hand.v Points of protocol in handshakingIf you enter a group,shake hands first with your hostShake hands with the host again when you leave.When you cant easily get to him,leave and telephone him to give your thanks.If someone doesnt see your hand extended and doesnt offer his or her hand to you,just draw back your hand and smile.When a lady meet a gentleman,it is the lady who offers her hand first.v When you have cold or clammy handsIf you have a tendency to have cold hands,stick your right hand in your jacket pocket to warm it up as you approach a situation in which youll be shaking hands.Dont hold iced drinks in your right hand.Hold them in your left so that your shaking hand is nice hand dry.If you have perennially clammy hands,before you shake someone elses hand,give a quick swipe of your right hand on your skirt or trousers,so that when you present it,its dry.You can do it very quickly and gracefully,no one will be aware that you make the gesture.Interview 1.Interview Behavior Attire,body language and manners count during interviews.After all,interviewers are regular people like the rest of us,easily impressed by good behavior and just as easily offended by inappropriate behavior.2.How to Act Before Interviews Do your homework:Research the company and study the job description before you interview,as your interviewer will likely ask what you know about the company and why you want the job.It also helps you to formulate questions about the company and job.Interviewers typically expect you to ask such questions.With a friend,relative or by yourself,practice answering the other common questions interviewers ask.Prepare to negotiate salary by having a range in mind and studying the techniques.Collect and neatly arrange your important papers and work samples in a nice briefcase or portfolio.This makes you look organized and professional.Remember to pack relevant documents such as extra resumes and reference lists,immigrant work-authorization papers,letters of recommendation,and information required on job applications.Bring at least one pen and pencil,and a notepad too.Practice good hygiene,comb or brush your hair,and dress appropriately.Even if you know that the company dress is business-casual,dress up anyway.It shows professionalism and respect,and most importantly,that you know how to dress for interviews.Unless otherwise instructed,arrive five to ten minutes early for the interview.This shows that you are eager and punctual.If youre not at least five minutes early for an interview,youre five minutes late!But dont arrive more than ten minutes early,as it might be inconvenient for your interviewers.Definitely dont be late!Dont bring uninvited guests like pets,children or significant others.Turn off your cell phone,pager,PDA alarms and other devices that might interrupt your interview.3.How to Act During Interviews Smile,immediately offer a firm handshake,introduce yourself,and say something like,Im pleased to meet you.or Ive been looking forward to talking with you.Be sincere and avoid informal greetings you might use to say hello to your friends.Take the polite,conservative route.Read the mood.If the interviewer is formal,then you probably should be,too.If the interviewer is casual,then follow along while remaining courteous and professional.In either case,try to appear to be relaxed,but not too relaxed.Its not a good idea to put your feet up on the interviewers desk!Wait to be told to take a seat or ask if you may,then say thank you.This shows good manners.If its possible without making a commotion,scoot your chair a little closer to the interviewers desk or take the chair closet to the desk,like youre ready to dive right in.This shows interest and confidence.But dont invade the interviewers personal space,a perimeter of about two feet by U.S.standards.Sit with good posture.If you dont know what to do with your hands,keep them folded in your lap.This is another indication of good manners.Avoid crossing your arms over your chest,as it subliminally demonstrates a closed mind to some.Even formally-trained interviewers are regular people like you,so theyll expect you to be a little nervous while sitting in the hot seat.Still,try to avoid obvious signs like fidgeting.Maintain eye contact with the interviewer.Avoid staring or you might make the interviewer uncomfortable,but dont look away too often either.To some,failure to maintain a comfortable level of eye contact indicates that you are lying,reaching for answers or lacking confidence.Dont eat,drink,chew gum or smoke,or even ask if its okay.But if the interviewer offers coffee or other beverages,its okay to accept.Its probably better to say“no thanks”to snacks(unless youre at an interview meal),so you dont accidentally drop crumbs in your lap,be forced to talk with your mouth full,and all that other stuff your mom told you not to do with your food.If you are attending an interview meal,do follow all the good eating manners.Dont order booze,even if your interviewer does.Let your interviewer pick up the tab and be sure to thank him or her for the meal.Its okay to ask questions to better answer the questions the interviewer asks you.But withhold the bulk of your questions until the interviewer asks if you have any,which is typically toward the end of the interview.Avoid asking the frivolous just because interviewers expect you to have questions.Instead,ask about important matters,such as job duties,management style and the financial health of the company.Its not a good idea to ask questions about vacation,sick days,lunch breaks and so on.Ask about the lesser matters of importance during follow-up interviews.Typically,youll negotiate salary,benefits,perks and such in a follow-up interview.Regardless,dont bring it up until asked,yet be ready to discuss it at anytime.4.How to Act after InterviewsImmediately send a thank-you letter to each of your interviewers.(To get their contact info,ask for business cards during interviews.)Sending thank-you letters is professional and courteous,and will help to make you stand out in the minds of your interviewers.Besides,many interviewers expect it,and its a good idea to do what interviewers expect.Be prepared to attend two or three interviews at the same company.If youre called back for another interview,it means that theyre interested in you.But theyre also narrowing the competition,so keep up the good work!Be patient.Its not unusual for interviewers to take weeks to narrow the competition.But if you dont hear from them in about a week or 24 hours or so after they said youd hear from them,its okay to send follow-up letters.(Dont call without permission.Interviewers might consider it rude of applicants to interrupt their workday with unsolicited calls.)One follow-up letter per interviewer is sufficient.Dont pester,as the squeaky wheel doesnt always get the oil in this case.If theyre interested,theyll contact you without prodding.But it doesnt hurt to make sure your candidacy didnt fall through the corporate cracks.It also shows that you really want the job and are eager to start.5.“Any questions?”Interviewers expect you to ask questions.After all,employment is a two-way street.Preparing interview questions to ask in advance,shows that youve done your homework and are truly interested in the job.In fact,some interviewers might be more impressed with your questions than your answers.Wait until its your turn before you fire off a barrage.On the other hand,if the interview seems to be drawing to a close before the interviewer asks if you have questions and you have some,ask if its okay to ask.Its a professional courtesy to withhold the bulk of your questions until the interviewer asks if you have any.Interviewers typically ask toward the end of an interview or near the conclusion of each phase.Of course,its okay to ask a few questions to clarify matters,steer topics and such,as the interview progresses.For example,a question such as,What does the ideal candidate bring to this job?would be appropriate early in the interview.Avoid asking questions just to impress the interviewer,and asking frivolous questions just to have some to ask.Also avoid asking questions that might reveal more about you than the job.For example,the question What happens if I fail to meet a project deadline?has underlying implications,such as Ive often irresponsibly missed project deadlines.Its okay to write down your interview questions to ask beforehand,and then refer to them during interviews.It shows that youre organized and interested enough in the job to have prepared in advance.6.Job Interview Dress Tips for Women Wearing a dress is probably not a good idea.You might get by if you wear a color-coordinated blazer,pastel blouse,and long skirt or slacks.But you cant go wrong wearing a solid navy-blue or medium-to-dark-gray business suit,with a solid-white,long-sleeve,no-frills dress blouse.If you wear hosiery(recommended),wear skin color.Wear low-heeled,conservative dress shoes that are color coordinated with your outfit.Dont go without a belt if youre wearing a skirt or pants with belt loops.Wear a dress belt that matches your shoes(e.g.,black with black).Style your hair tastefully or have it professionally done.If its long,wear it up or back,so youre not constantly flipping it out of the way.Avoid fingernail designs and bright-or odd-colored polish.Clear or no nail polish is best.Apply makeup sparingly and avoid unusual or bright colors.Definitely dont apply sparkles to your hair or face.If you wear earrings,wear small,conservative ones.Wear only one per ear in the traditional earlobe position.Its better to carry a briefcase or portfolio into an interview than a purse.7.Job Interview Dress Tips for Men A sport coat and color-coordinated dress slacks with a pastel dress shirt might do.But a solid navy-blue or medium-to-dark gray business suit is best,as is a solid-white,long-sleeve dress shirt with a conservative silk tie.Silk makes a smaller,much nicer knot than most othe