5. Etiquette & Culture

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Etiquette & CultureDr Aparna Rao

Etiquette

Rule is to break all rules, or so it seemsLack of awareness about how people should treat each otherChallenges, upsets, miscommunicationRespect should be mutual, answer rudeness with courtesy

First Meeting/InteractionAddress Formal name, unless introduced by first nameIntroduce everybody present e.g. Invictus, wins allies and shows etiquette savvy graceFirst 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 approachKindness the language that the deaf can hear and the blind can seeIntegrity Trust fragile; keeping commitments sends non-verbal messages of trustworthinessNever Interrupt uninvited visits to others cubicles, peeping over shoulders to see their work, calling, pinging etc. message or take permission

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

Telephone EtiquetteSpeak clearly Avoid holding the phone under the chin, sounds like mumblingSpeakerphone take permission to be put on speakerIntroduction name, company, purposeReturn calls if a call is missed, return immediately, same working dayAvoid juggling putting someone on hold, taking another call negative impressionsTake permission before putting someone on holdFor more time, ask if you can call back

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

Workplace SensesCleanliness avoid clutter on your table, respect hygiene needs at shared placesSensitivity to Others shared places, services etc. Etiquette begins with sensitivity & tolerance Good etiquette reflects your culture and upbringingFine manners need the support of fine manners in others." Ralph Waldo Emerson

Culture & Communication StylesCulture Beliefs, behaviours, objects and characteristics of particular group or societyHigh Context Vs Low ContextDirect Vs IndirectFormal 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 meaningImportant for listeners to be sensitive & observant For speakers - Appear to be listening, but closed body language; e.g. folded hands

Low Context CulturesLow Context Cultures United States, Germany, Switzerland, Scandinavian countriesReliability on literal and precise meaning of wordsExplicit conversationsPreference for written communication as this preempts subtleness of nonverbal communicationAvoid initiating conversations without formal introductions

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

Dimensions of Differences ObservedMonochronic Vs Polychronic One task at a time vs multiple tasks at the same timeE.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 ObservedFuture 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 presentFuture 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 ObservedQuantity of Time Parts of India, Latin America, Saudi Arabia time appears to be plentiful; rely on trust to do businessGermany, United States of America, Metropolitan cities like Mumbai time in short supply, no time to build trust for businessIndividualism Vs Collectivism

Dimensions of Differences ObservedPower 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 ObservedIndividualism Vs Collectivism Individual uniqueness valued in individualistic culturesSelf determination valuedBelief in universal values to be shared by allCollectivism believed that different values exist amongst different groupsAsian Cultures CollectivistAnglo Cultures - Individualist

Body Language & CultureGestures vary from culture to cultureGestures should be read in clustersShould 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 examplesEye contact stare, quick blinking, frowning, glance, eyes distractedHand gestures thumbs up, steeple, hands on face, mouth, nose tapHand 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

ReferencesBody Language; Allan & Barbara PeaseA Quick Guide to Cultural Competency Dr Sangeeta GuptaBusiness Communication Meenakshi Raman & Prakash Singh

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

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