Cultural Protocols
When Dealing with Clients / Colleagues
Course: Workplace Communication
Names: Anesia Lemon
Khadesha Foster
Danielle Fenton
Ronique Green
Shannon Brooks
Sharoni Holness
Teacher: Mr. Pryce
Table of Contents
Acknowledgement I
Introduction 1
Business Protocols
China 5-8
Russia 9-11
United States of America 12-14
Australia 15-17
Conclusion 18
Bibliography 19
Acknowledgement
We would like to express our special thanks of gratitude to our teacher Mr.
Ephraim Pryce who gave us the golden opportunity to do this project on the topic
Cultural Protocols around the world, which forced us to do. Giving us knowledge
about the topic. Many new & helpful information we are really thankful for.
Secondly, we would also like to thank God for giving us strength and for his
continuous blessings and mercy towards us.
Introduction
Cultural protocols refer to the customs, lores and codes that guide the
behavior of a particular cultural group. Protocols are present in all cultures.
Observing the cultural protocols of a community and following their protocols
demonstrates respect for the cultural traditions, history and diversity of that
community. Therefore, it is important that as individuals whenever we are in a
certain environment with a variety of people it is important that we take into
consideration the cultural backgrounds of individuals whether it be your co-worker
or client.
In this project we’ll be looking at the different cultural protocols to be observed
when dealing with clients, customers and colleagues from the following countries:
● China
● Russia
● United States of America
● Australlia
China
In China there are many protocols, values and traditions that the Chinese
hold close. China is known as a state of etiquette, custom, respect and ceremony.
To understand the Chinese, some consideration to their way of life should not be
ignored
The Chinese Society & Culture emphasizes the importance of keeping face.
Roughly translated as ‘good reputation’, ‘honor’, ‘respect’ or ‘honor,’ one must
learn the details of the concept and understand the possible impact it could have on
your doing of business in China or with Chinese people and many other Asian
countries. There are four types of ‘face’:
1. Diu-mian-zi: this is when one’s actions or deeds have been exposed to
people.
2. Gei-mian-zi: involves the giving of face to others through showing respect.
3. Liu-mian-zi: this is developed by avoiding mistakes and showing wisdom in
action.
4. Jiang-mian-zi: this is when face is increased through others, i.e. someone
complementing you to an associate.
It is critical that you give face, save face and show face when doing business in
China.
Non-Verbal Communication
● The Chinese’ Non-verbal communication speaks volumes.
● Since the Chinese strive for harmony and are group dependent, they rely on
facial expression, tone of voice and posture to tell them what someone feels.
● Frowning while someone is speaking is interpreted as a sign of
disagreement. Therefore, most Chinese maintain an impassive expression
when speaking.
● It is considered disrespectful to stare into another person’s eyes. In crowded
situations the Chinese avoid eye contact to give themselves privacy.
As a result of these protocols it is important that when communicating with
these group of people, how your non verbal
Meeting Etiquette
● Normally greetings are formal and the eldest person is always greeted first.
● A good strong handshake is the most common form of greeting with
foreigners with less formal greetings with a slight bow or nod of the head.
● Many older Chinese will look to the ground when greeting someone.
● Address the person by a respectful title and their surname. If they want to
move to a first name basis, they will advise you which name to use.
● The Chinese have a wonderful sense of humor.
Relationships & Communication:
It is imperative when opening your greeting for the most senior person to introduce
themselves and then the next senior person, working down the rank in your
company. Even when Chinese people visit Western countries, they will mostly
walk in the room with the most senior person leading the party. This custom is a
matter of respect; this word is probably the most important in Chinese culture.
● Business relationships are built formally after the Chinese get to know you.
● The Chinese see foreigners as representatives of their company rather than
as individuals.
● Rank is extremely important in business relationships and you must
keep rank differences in mind when communicating.
● Gender bias is nonexistent in business.
● Never lose sight of the fact that communication is official, especially in
dealing with someone of higher rank. Treating them too informally,
especially in front of their peers, may well ruin a potential deal.
● The Chinese prefer face-to-face meetings rather than written or telephonic
communication
Gift Giving Etiquette:
Generous gift giving is a significant part of Chinese culture in the past.
Nowadays in business, official policy in Chinese business culture forbids giving
gifts; this gesture is considered bribery, an illegal act in this country,
The Chinese love food and a food basket will always make a nice gift. ·
Never give scissors, letter openers, knives or other cutting tools as they indicate
the cutting of a relationship
● Do not give Never present a valuable gift to one person in the presence of
other people. This gesture will cause embarrassment, and possibly even
problems for the recipient, given the strict rules against bribery in Chinese
business culture flowers, as many Chinese associate these with death.
Russia
Russian culture has a long and rich cultural history, steeped in literature,
ballet, painting and classical music. Its culture is unique and the protocols placed in
place for its people should be kept
Giving Gifts
● Gift giving using takes place between family and close friends on birthdays,
New Year, and Orthodox Christmas.
● Male guests are expected to bring flowers.
● Do not give yellow flowers.
Business Mentality
● In Russia the type of business you are dealing with can usually range from a
new-style entrepreneur to an old-school Soviet bureaucrat.
● It is difficult to do business in Russia without the help from a
local “connection”. To help with this, small gifts are often a good idea when
doing business in Russia. Presents symbolizing the stature of your company
and the importance of the impending business deal, preferably an item
characteristic of your local area or one that displays the company logo.
Greetings
● For greetings – shake hands firmly and maintain direct eye contact. Avoid
shaking hands and giving things across a threshold a house or room. It is
best to cross the threshold completely before shaking a host’s hand when
arriving and leaving.
● Always remove gloves when shaking hands, it is considered rude not to.
● Russians appreciate an interest from foreigners in the Russian language, so
an attempt to learn or at least partially speak with them in their language is a
good idea.
● Many Russians speak English as it is often taught at school.
● Russians tend not to speak too loudly in public.
✔ A good topic of conversation is usually the changes taking place in Russia
– feel welcome to express your views, do not remain just a listener.
Bringing up the subject of Russian culture and history will be an
appreciated gesture. Russians are very affectionate towards children, so if
you are a parent, do not hesitate to show photographs of your children.
● Avoid topics such as your complaints about Russia, the Holocaust, Czarism
and monarchy, conflicts with ethnic minorities and comparing Russia to
other developing countries
Body Language
● Maintain eye contact.
● Never show the soles of your shoes as it is considered rude and they are
considered dirty, do not let them come in contact with a seat.
● Don’t stand around with your hands in your pockets. Do not sit with the legs
apart or with one ankle resting upon the knee.
● It is insulting to summon someone with the forefinger. Instead, turn your
hand so that the palm faces down and motion inward with all four fingers at
once.
United States of America
Like other countries the USA also have protocols in which they follow or would
like to be followed these include:
Meeting & Greeting
● American greetings are generally quite informal and casual.
● It is becoming more common in social situations not to shake hands upon
meeting and simply smile or nod.
● Within business handshakes are generally expected when meeting and
leaving.
● Pleasantries are exchanged out of courtesy rather than being genuine.
● Rather than say “bye” Americans may also use terms such as “call me some
time,” “let’s do lunch” or “see you around” as politer ways of departing.
● If introducing someone, use their full name and a bit of information about
them, for example, “This is Larry Whyte; he works at the local school as a
science teacher.”
What to wear
● Dress code depends on where in the USA you are doing business. The
weather and local culture will determine what is appropriate or not.
● In general, people dress more formally, while people in the West are known
for being a bit more casual.
● It is best to always dress conservatively until it is clear what the accepted
dress code is.
● Men should wear shirts with suits and shoes. Ties are generally worn but not
in all States. Colours should be traditional such as black, blue, grey, etc.
● Women should wear modestly with not too much make-up or jewelry. Low-
cut blouses, short skirts and tight clothing are not appropriate.
● ‘Casual Friday’ is common in many companies. High technology companies
often wear casual clothes every day.
Body Language
● Keep your distance when conversing. If an American feels you are standing
too close, he or she may step back without even thinking about it.
● You will need to watch your colleagues for clues on what they are
comfortable with as some individuals for example don’t like being touched.
● Holding the middle finger up by itself is considered insulting and vulgar.
● Americans smile a great deal, even at strangers. They like to have their
smiles returned.
● Some Americans are known as "back slappers”, they give others a light slap
on the back to show friendship.
Additionally:
It is considered rude to stare, ask questions or otherwise bring attention to
someone's disability.
Smoking is very unpopular in the United States. Restaurants have separate
smoking and nonsmoking sections. Public and private buildings may ban smoking
except in designated areas. Some people do not allow smoking in their homes and
will ask you to go outside if you want to have a cigarette. Never smoke anywhere
without asking permission from everyone present.
● Names are not held as sacred in the United States. Someone may
mispronounce your name and laugh a bit as they do it. Or someone may just
call you by your given name if your family name is too difficult to
pronounce
Australia
Australians have quite a casual culture, but don’t be fooled and think this is
how they always are. In business they can be quite different.
Australian people tend to dress rather conservatively in business environments.
Flashy suits are uncommon. Dark suits, white shirts and a tie are generally
preferred. In some companies it is accepted to dress more casually, but if you are
not sure about the way to dress when you go somewhere new, it is better to be
over-dressed than under-dressed. Therefore, as outlined by an organization one is
expected to abide by the protocols set in place
Punctuality
● Regular working hours are from 8:30-16:30 or 9:30-17:30 with an hour
lunch break. The work week consists of five working days, Monday to
Friday. Working overtime is not uncommon and results in Australia being
among the countries with the longest working hours.
● Deadlines are made to be kept in Australia. Being late with handing in work
or delivering to clients will be seen as a lack of professionalism and could
lead to a bad evaluation.
Interacting with Australian business people
● Before a meeting, Australians are very nice and open, but the small talk
might throw you off, because when it is time for business, it is hard talk.
● When Australians meet in business (both men and women) shake hand
before and after meetings. It is considered rude to not shake someone’s hand
when he or she offers a handshake.
● If someone introduces themselves with their first name, you can assume that
you can call them that. If you don’t know how to address someone, sir or
madam is always fine.
Communication etiquette
● Text messages are only used when you know the person well, or have
developed an otherwise strong relationship.
● When talking to someone, keep a few feet of distance. Australians are not
very comfortable if you invade their private space, especially if it is a formal
meeting such as with business contacts
Socializing in Australia
● Exchanging business cards is not as common as in some other countries, but
not unheard of. Business card should be handed over in the beginning of
meetings.
● Giving gifts to and receiving gifts from clients. This is not part of the
Australian business culture and often seen as bribery.
● Drinking alcohol at the office is usually only accepted on special occasions.
Drinking alcohol during social gatherings is allowed
Your Greeting
● A firm handshake with eye contact for male and female business
persons is the acceptable greeting
Conclusion
Business protocol is an extremely important aspect of the formation of
relationships within a company and its clients and customers. Protocol can be
defined as the proper procedure of conduct. There are many different protocols
necessary between different countries and as such different care should be taken at
all times in business. This will lead to a positive image for the company and
employees.
Bibliography
● https://www.commisceo-global.com
● https://cdn.cdu.edu.au>assets
● https://www.kwintessential.co.uk
● https://businessculture.org>blog
● https://waytorussia.net
● https://www.todaytranslations.com
● https://businessculture.org>blog
● https://www.oxfam.org.au
