国际商务沟通Chapter02-4 Business Etiquettes & Customs in selected Countries -澳洲

BUSINESSETIQUETTESINAUSTRALIAANDNEWZEALANDChapter2-4*刘志伟-USTBALLRIGHTSRESERVEDChapter02*Generalizations*AustraliaandNewZealandareseparatecountries,eachwithitsowndistinctnationalidentitythatincludesparticularcustomsandrulesofetiquette.Confusingtheiridentitiesingeneralconversationisusuallynottoleratedandwillbequicklycorrected.Pointsofetiquettethatapplytobothcountriesincludethefollowing:Whenmeetingfriendsornewpeopleandwhenleavingthecompanyoffriendsorpeoplewhoonehasjustmetitisbecominglesscommontorequirethehandshaketobefirm,thoughmanyarestilloffendedbya‘limp’handshake.Givingsomeonealimphandshakeisreferredtoasgivingsomeonea“deadfish〞andisoftenviewedwithderision,especiallyincountryareas.Aquickclaspingofhandsmaybeokforyoungerpeople.Generalizations*LanguageRequestinga‘fannypack’canbeconsideredobsceneduetotheuseof“fanny〞asaslangtermforfemalegenitalia.“Bumbag〞istheacceptablelocalvariationinsomeareas.Enquiringaboutwhichsportingteam“yourootfor〞willbemetwithamusement.“Root〞isavulgarterminAustraliaforsexualintercourse.Use“gofor〞or“support〞instead.“Barrackfor〞isalsousedbysomeAustralians.Anenquiryaboutaperson’swellbeing(suchas“How’sitgoing?〞or“Howareyougoing?〞)isacommongreeting.Generallytheacceptedresponseis“Nottoobad〞,anditisconsideredpolitetoaskthepersonthesamequestionback.Itisalsoconsideredpolitetogreetanyone,includingstrangers,inthisway.Bragging,orinitiatingdiscussionofone’sownachievements,isusuallyconsideredinpoortaste.Theterm“bringaplate〞issynonymouswith“potluck〞Generalizations*PublicplacesAscarsdriveontheleftsideoftheroadinbothcountries,peoplemovingforwardwillgenerallygototheleftaswell.Whenwalkingonthepavement(usuallycalledthe‘footpath’),oneshouldwalkontheleft,wheneverpossible.Whentravellingonescalatorsormovingwalkways,oneshouldkeeptotherightwhenwalking,orkeeptotheleftwhenstanding.Whenusingpublictransport,itisrudetoboardbeforelettingotherpassengersdisembark.Itispolitetomovefromtheaisletothewindowseatifitisvacant,toallowotherspassengerstositdowneasily.TrainsandbusesinallstatesofAustraliahaveseatssetasideforelderlyanddisabledpeople.Sittingintheseseatsisacceptablebuttheseseatsshouldbeofferedtothepeopletheyaresetasidefor.Spittingonthestreetisfrownedupon.Whengettingoffabus,itisconsideredrudenottothankthedriver.GeneralizationsBarsandrestaurantsWhenoutwithfriends,co-workersorrelatives,itiscustomaryforpeopletotaketurnsbuyingroundsofdrinks.Thisisreferredtoasa‘shout’,e.g.“It’smyshout〞.WhenenteringthebarofaRSLorgolfclub,amanwhodoesnotremovehishatisconsideredrudeandasaresultrebukedbybeingtoldthatheisexpectedto‘shout’(buyaroundofdrinks)forallthosepresent.Itisveryrudetotrytogetsomeone’sattentioninapublicplacebysaying“Oi!〞or“Heyyou!〞especiallyinbars/pubsandrestaurants.Apersonwhotakesthelastitemoffoodfromacommonplate,withoutfirstofferingittotheothersatthetablemaybeseenasgreedyorinconsiderate.AustralianstaffarelesslikelytoprovidefawningserviceastheytendtoholdabeliefthatallpeopleareequalComplaintsinrestaurantsarerarebyAustralians.Mostwillmerelyrefusetorevisitanestablishmentafterbadfoodorservice.Australia*Australia*AustraliadoesbusinesswithcountriessuchasChinaandtheUnitedStatesoften,andthecountry’seconomywasrankedsecondontheUnitedNations2021HumanDevelopmentIndex.IfyouwillbedoingbusinessinAustralia,it’sessentialtoknowthebasicsofthesomewhatrelaxedbusinessetiquettetheresothatyouandyourcorporationwillmakethetypeofimpressionthatresultsinalong-termbusinessrelationship.AustraliaisaboutoneofthetoptenoreleventradepartnersofChina.Thetotaltradein2007wasaboutUSD88.095billionUSdollars,ofwhichabout60.87billionwereChina’simportsfromAustralia.Australia*GreetingsandhonorifictitlesInAustralia,itisproperetiquettetoshakehandsbothatthebeginningandconclusionofabusinessmeeting.Menuseafirmhandshakewhengreetinginprofessionalsituations;anodofacknowledgmentisappropriateinlessformalsettings,oroncethemenarefamiliarwitheachother.Womenshakehandswitheachotherininitialprofessionalmeetings,butmaynodtoingreetingorkissonthecheekinsubsequentmeetings.Menandwomenusuallyshakehandswitheachotherinformalandbusinesssettings.Namesareusuallygivenintheorderoffirstname,familyname.Atleastinitially,useMr./Ms.Plusthefamilyname.Titlesarerarelyused.BeforecallingAustraliansbytheirfirstname,waituntiltheyofferit.Thismayhappenquickly.Australia*BusinessAttireForin-personmeetings,dressismuchlikethatintheUnitedStates.Aconservativedarksuitornavybluetoaninitialmeetingandtieareappropriateformen,Womencanwearskirtbusinesssuits,apantsuitoradresstoaninitialbusinessmeetingandtosubsequentprofessionalappointments.Australia*PunctualityandBusinessMeetingsPunctualityiscritical.Noneedtobeespeciallyearly,butdonotbelate.Despitetheirfamouslaidbackattitudeand“noworries〞culture,Australiansdotaketheirbusinessseriously.Gettingtothemeetinglocationearlyisalsonecessaryifyouwishtoengageinsmalltalk,whichtendstobeveryshort,asAustraliansusuallygetrightthebusinessmatterafterallpartieshavearrived.Thoughstatusisgenerallynotimportant,bringingatopexecutivetotheinitialmeetingunderlinestheimportanceyouareassigningtothenegotiation.Presentationmaterialsshouldbeattractive,withgoodandclearvisuals.Keepyourpresentationsimpleandstraightforward.Whenintroducingyourproductorservice,itmayworktoyouradvantageifyouopenlytalkaboutstrongandweakpoints.ApresentationfullofexcitementandhypewillmakeyourAustralianaudiencesuspiciousandmaybecomeanobjectofridicule.Digressingorgivingexcessivedetailswillnotbewell-receivedbyanAustralianaudience.Australia*CommunicationandrelationshipAustraliansdonotneedlong-standingpersonalrelationshipbeforetheydobusinesswithpeople.Australiansareverydirectinthewaytheycommunicate.Thereisoftenanelementofhumor,oftenself-deprecating,intheirspeech.Aussiesoftenusecolorfullanguagethatwouldbeunthinkableinothercountries.Incommunication,directnessandhonestyarevalued.Australiansarehappytohearotheropinions,ifpresentedrespectfully,andenjoyhealthydebate.Apresentationcanbecomeaconversation,withpointsclarifiedandquestionsansweredalongtheway.Itisnotproperetiquetteforanindividualtocontinuediscussinghisprofessionalrankingoraccomplishments–thisisseenasone-upmanship,andisfrowneduponinAustralia.Businesspresentationsshouldbewellputtogether(i.e.,informationthatcanbeprovenwithfactsandfigures)withsomeroomforgiveandtake,sothatadecisioncanbereachedquickly.Theypreferdirectcommunicationandareverylogicalandmatter-of-factwhenitcomestobusinesstopics.Theysometimesusecolorfullanguage,sodonotfeeloffendedoractshocked.Australia*NegotiationsAustraliansgetdowntobusinessquicklywithaminimumamountofsmalltalk.Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbytoomuchdetail.Negotiationsproceedquickly.Bargainingisnotcustomary.Theywillexpectyourinitialproposaltohaveonlyasmallmarginfornegotiation.Theydonotlikehigh-pressuretechniques.Decision-makingisconcentratedatthetopofthecompany,althoughdecisionsaremadeafterconsultationwithsubordinates,whichcanmakedecisionmakingslowandprotracted.Casestudy2-13Australia*GiftGivingItisnotcustomaryforprofessionalstoexchangegiftsinabusinesssettinginAustralia.CorruptionandbriberyareveryrareinAustralia.Itisstronglyadvisabletostayawayfromgivinggiftsofsignificantvalueormakingoffersthatcouldbereadasbribery.However,ifaforeignprofessionalisinvitedtoanAustralian’shome,itisalwayspolitetopresentthehostwithgiftssuchasflowersorabookaboutyourhomecountry.Chocolatesarealsoanacceptablegift.Whilebringingabottleofmedium-qualitywineisacceptableinsomecountries,Australiaproducessomeoftheworld’sbestwine,sopresentingabottletothehostisbestlefttothosewhoareskilledatselectingfinewines.Australia*DiningetiquetteandtablemannersWhentryingtobuildbusinessrelationshipwithAustralians,youoftenwilldinewiththem,andyouneedtobeontheirtimetables.Afternoonteatypicallytakesplacearound4p.m.,anddinneroccursbetween6and8p.m.,andisalsocalled“tea〞.Supperisusuallyasnackorlate-nightmeal.Aussiesenjoytheiralcoholicbeverages,andtypicallytaketurnspayingfordrinkrounds.Neverpickupyourtaboutofturn,andalwayspaywhenitisyourturn.Ifyouareinvitedto“barbie〞,orbarbecueatsomeone’shome,arriveontimeandbringwineorbeer.Australiansusecontinentaltablemanners,whichmeantoholdyourforkinthelefthandandknifeintherighthand.*BusinessdecisionsinAustraliaareoften:FastpacedandpressuredSlowandprotractedComplexanddifficulttounderstand2)WhichofthefollowingisanessentialpartofbusinesspracticeinAustralia?A.PunctualityB.GoodcommunicationskillsC.ProperprotocolQUIZNewZealand*NewZealandisamongthetop60tradepartnersofChina.WhendoingbusinessinNewZealand,donotmakethemistakeofassumingitisjustlikeAustralia.Corporateculturaldifferencesbetweenthetwocountriesaredistinctive.Here’showtoconductbusinessinNewZealand.NewZealand*GreetingsandhonorifictitlesGreetingsarecasual,oftenconsistingsimplyofahandshakeandasmile. Ifyouaremale,waitforawomantoextendherhandfirst.Maintaineyecontact,butdonotstareintently.Uponmeeting,exchangebusinesscards.Keepconversationlightandsafe,nottooinvolvedorpersonal.AlthoughNewZealandersmovetofirstnamesquickly,itisbesttoaddressthembytheirhonorifictitleandsurnameuntiltheysuggestmovingtoamorefamiliarlevelortheycallyoubyyourfirstname.NewZealand*BusinessAttireDressconservativelyindarkcolors,bothmenandwomen.RememberthattheclimateofNewZealand,unlikethatofAustralia,canbecoolandrainy.Inthesummermonths(DecembertoFebruary),temperaturesrangefromthemid-70stothemid-50sandmayfluctuatebetweenthemid-50sandmid-30sinthewinter(JunetoAugust).Itisbesttobringwarmclothesineveryseason,plusaraincoatorumbrella.NewZealand*PunctualityandBusinessMeetingsBepunctual.Arriveatmeetingsontimeorevenafewminutesearly.ThisisveryimportanttoNewZealanders,eveninsocialsituations.Avoidbeinglateatallcosts;otherwise,youwilllosemuchcredibilitybeforethemeetingevenbegins.ItisimportanttomaintaingoodmannersthroughoutAppointmentsareusuallynecessaryandshouldbemadeatleastoneweekinadvancebytelephone,faxoremail.Itisgenerallyeasytoschedulemeetingswithseniorlevelmanagersifyouarecomingfromanothercountryifthemeetingisplannedwellinadvance. Meetingsaregenerallyrelaxed;however,theyareseriousevents.Expectabriefamountofsmalltalkbeforegettingdowntothematterathand.Ifyoumakeapresentation,avoidhype,exaggeratedclaims,hyperbole,andbellsandwhistles.NewZealandersareinterestedinwhatpeople‘cando’notwhattheysaytheycando.Presentyourbusinesscasewithfactsandfigures.NewZealand*CommunicationandrelationshipSticktothefactsandsellyourbusiness,notyourself.DonotusepufferytoimpressyourNewZealandassociates,anddonotbeoverlyloudandenthusiasticinyourpresentation.Thiswillprobablydistractyourcolleaguesandmakethemseeyouasaboor.Alwaysaddresspeoplewiththeirappropriatetitle,suchasMr.orMrs.,followedbytheirfullname.Keepyourvoiceatareservedvolumeandavoidboisterousbehavior.Beopenandaccepting,andberespectfulofeveryone.NewZealanderstendtobebroad-minded,andanynarroworintolerantattitudesyouexpresswillnotgooverwellatall.NewZealanderscanbesomewhatreserved,especiallywithpeopletheydonotknow.Oncetheydevelopapersonalrelationship,theyarefriendly,outgoingandsocial.Donotappeartooforwardoroverlyfriendly.Theyrespectpeoplewhoarehonest,direct,anddemonstrateasenseofhumor.Theytrustpeopleuntiltheyaregivenareasonnotto.Ifthishappensinbusinessthebreachwillbedifficulttorepairandbusinessdealingsmayceaseorbecomemoredifficult.NewZealand*NegotiationsThenegotiatingprocesstakestime.Donotattempthigh-pressuresalestactics.Demonstratethebenefitsofyourservicesorproductsratherthantalkingaboutthem.Startyournegotiationswitharealisticfigure.Sincethisisnotabargainingculture,NewZealandersdonotexpecttohaggleoverprice.Donotmakepromisesyoucannotkeeporofferunrealisticproposals.Kiwisdonotgenerallytrustpeoplewhohavetooversell!Theyarequitedirectandexpectthesameinreturn.Theyappreciatebrevityandarenotimpressedbymoredetailthanisrequired. Agreementsandproposalsmuststateallpointsclearly.Alltermsandconditionsshouldbeexplainedindetail.Sticktothepointwhilespeaking.Kiwisappreciatehonestyanddirectnessinbusinessdealings.NewZealand*GiftGivingIfinvitedtoaKiwi’shouse,bringasmallgiftsuchasflowers,chocolates,orabookaboutyourhomecountrytothehosts.Giftsshouldnotbelavish.GiftsareopenedwhenreceivedNewZealand*DiningetiquetteandtablemannersNewZealandersarecasualasisreflectedintheirtablemanners. Ifyouareaguest,waittobetoldwheretosit.Mealsareoftenservedfamily-style.Keepyourelbowsoffthetableandyourhandsabovethetablewheneating.TablemannersareContinental–holdtheforkinthelefthandandtheknifeintherightwhileeating.However,itisalsoacceptableifyouadoptAmericantablemanners.Indicateyouhavefinishedeatingbylayingyourknifeandforkparallelonyourplatewiththehandlesfacingtotheright.Ifyouattendalunchmeeting,youwillnotdomuchtalkingduringthemeal;businesswillbeconductedbeforeorafterlunchisserved.Dinnerisreservedstrictlyforsocialeventsandneverforbusiness.InNewZealand,afternoonteaisservedbetween3:00p.m.and4:00p.m.Teaisservedagainbetween6:00p.m.and8:00p.m.andisaccompaniedbydinner.Alightsnacklaterintheeveningiscalled“supper〞.NewZealand*TipsThe“Vforvictory〞signshouldnotbeusedinNewZealand,asitisaninsultinggesture.Alwaysaskpermissionpriortophotographingsomeone.VisitorsoftenconsiderAustraliaandNewZealandasinterchangeable,butthisishighlyoffensivetoNewZealanders.Beforetravelingorconductingbusiness,takesometimetolearnmoreaboutthehistoryandcultureofNewZealand.*1)The“Vforvictory〞signshouldnotbeusedinNewZealand,asitisaninsultinggesture.A.TrueB.FalseC.IfthepalmisholdbackwardsQUIZTHANKS*