HTT 170

PROFESSIONAL ETIQUETTE
AND CUSTOMER SERVICE

TOPIC OF ASSIGNMENT : CROSS CULTURAL ETIQUETTE

Prepared by :
NIK NUR ALEYLIYANA NABILAH BT ZULKARNAIN
( 2021821978 )
Programme : HM111
Group : 1AB
MADAM NORAZLINA RAHMAT
 CROSS
CULTURAL
ETIQUETTE
CHAPTER 9
 TOPIC OUTLINE

01 02 03
INTRODUCTIO PREPARING GREETING
N OF FOR YOUR PEOPLE
ETIQUETTE TRIP
CULTURAL
 04 05 06
ESTABLISHING EATING AND CONSIDERING
RELATIONSHIPS GIFT GIVING GENDER ISSUES
 01
INTRODUCTION
OF CULTURAL
ETIQUETTE
INTRODUCTION OF CULTURAL
ETIQUETTE

 Cultural etiquette is the codes of behavior that control different

cultures.

 Cultural etiquette may deal with serious issues, such as greeting or

simpler everyday situations, whose rules may leave you puzzled.
WHAT IS CROSS CULTURAL
ETIQUETTE

● The meaning of cross-cultural is a person or thing that relates to

different cultures or nations. By dealing with more than one cultures.

● By discovering and understand the cultures of the country you're

visiting, you need to show that you have respect to the country, and
respect is very important to build affinity and develop business
relationships.
● An example of cross-cultural is a home with a foreign exchange
student
 02
PREPARING FOR
YOUR TRIP
PREPARING FOR YOUR TRIP
1. Be sensitive to differences
• be familiar with the other culture
• Respect and care about differences.

2. Research about your destination.

• Talk to someone who has lived in the country or refer a travel guide or culture
source book.
• learn the basic such as greetings, rituals, manners, and nonverbal behaviors.

3. Always ask when in doubt

• When you ask you prove that you are interested in learning, sensitive to
differences, and want to be respectful.
4. Be careful not to stereotype.
• All people are different even though they are from the same country, so
be flexible and prepared for the rare and surprising situation.

5. Plan your schedule.

• Office hours are different around the world, so plan activities according
to local customs.
 03
GREETING PEOPLE
TOUCHING
o Touching is a social activity, deeply rooted in cultural
values. In Western culture, we take handshakes for granted.

o Touch is a must for our wellbeing, the amount of

touch people receive across different cultures varies significantly.
BUSINESS CARD
 Business cards are cards that carry
information about a company or
individual. They are given during formal
introductions as a memory

 Business cards serve variant of purposes,

from communication devices to
conversation starters.

 In international settings, they are important

in start and maintain relationships.
BUSINESS CARD ETIQUETTE
1. Exchange business cards is a manner and a communications
help.

2. Have business cards printed on two sides.

• On the business card, print one side in English and the other
in the local language of the country that you are visiting .

3. Never use left hand to give or take a card (or anything else)
• In Muslim countries, the left hand is labelled as “unclean” in
these cultures.
4. Take time to read
• take time to read the info that were stated on the card.
• This simple act shows your interest in the person.

5. Give and accept business cards with both hands

• In Asian countries, be sure to present and receive business
cards with both hand
• Be sure to have the side with the host country language
face up.
Nonverbal behaviours
 Smiles
o A smile can be taken as being impolite or
too casual. Avoid glad-to-meet-you style
when meeting or greeting members of
non-Western cultures for the first time.

 Eye contact
o Most Americans believe eye contact
shows openness
o In Asian country eye contact may view as
showing disrespect, during opening
greetings.
Formality issues
 Names
o In United States, people be likely to call people by
their first names once introductions are made.
o In most other countries, you need to wait to be
asked to use first names, don’t be shocked if the
invitation is never issued.
 Titles
o Call people with their formal
titles.
o Learn about titles because they
are different by country.
 Rank and status
o Pay attention to cues such as clothes, worksite,
decorations, and position within the organization
o Treat everyone the same as important person
Language issues
 Learn basic phrases such as greet,
thanks, apologize, and toast in the local
language.

 Avoid speaking loudly.

 Use a translator if required. Stop after

each couple of sentences to allow the
translator to speak.
 04
ESTABLISHING RELATIONSHIPS
1. PRACTICE PATIENCE

• Americans regularly spend little time to get to know others before get down to
business.

• In Asian, Latin American, and Middle Eastern countries, you need to build
relationships before conducting business.
• In Anglo and Nordic cultures, it is okay if you
get down to business immediately.
• In Asian, Latin American, and Middle Eastern countries, you
need to build relationships before conducting business.
2. AVOID CERTAIN TOPICS

• Jokes: Remember what is funny to you could be rude in another

culture.

• Religion: Avoid any conversation about religious or other

personal topics.
1. INTERPRET GESTURES CORRECTLY.

• In Arab culture, do not pointing with the index finger

and touching someone with the left hand

• In Bulgaria, nodding your head means “no”.

• In Asian cultures, pointing your chopsticks at

someone or sticking them in your rice is consider as
an insult.
1. REMEMBER COLOR CONNOTATIONS
• United States
- the combination of red, white, and blue symbolizes patriotism
- black means death and mourning
- red means danger and warning.

• Asian countries
- white symbolizes death or mourning.

• Islamic countries
- green is consider as a blessed color.

• Korea
-do not write the name of a living person in red.
1. Understand personal space

 Americans
• 0 - 18 inches for intimacy
• 18 inches – 4 feet for personal space
• 4 – 12 feet for social space
• > 12 feet for public space.

 Latin culture prefer much closer personal

and social space, it could consider rude if
you back away.

 British country prefer more distant

personal and social space, it could consider
rude if stand too close.
1. Expect different attitudes about time

• Time is precise: In United States and Northern

Europe, people are very sensitive to the value of time
and give more attention to punctuality as a sign of
professionalism and respect.

• Time is relaxed: People in South American and

Mediterranean countries view time differently. They
have a more relaxed attitude about the importance of
being punctual.

• Interruptions: In some cultures, interruptions may be

accepted as a normal business practice and not
considered as distractions or bothers.
RECOGNIZE THE IMPORTANCE OF RELIGION
• Learn a basics about the main religion of the regions you will be visiting.

• Pay attention to time, as well as weekdays when business activities should

be avoided.
i. there is a call to prayer five times a day and the Sabbath is celebrated on
Friday in the Muslim world.

• Note religious holidays.

i. Be aware of holidays (religious and otherwise) when business dealings
must be avoided
ii. Such as Ramadan, the Chinese New Year, and summer holidays.
 05
EATING AND GIFT GIVING
1. EATING, A UNIVERSAL PRACTICE
WITH TWISTS

• When people eat

i. People in the United States usually have breakfast

between 6 a.m. and 8 a.m., lunch between 12 noon and
2 p.m., and dinner between 6 p.m. and 8 p.m.

ii. In Spain and Latin American countries, lunch is

between 1 p.m. and 3 p.m., dinner start around 10 p.m.

iii. In Asian countries, going out for alcoholic drinks after

work may be an automatic extension of workday
responsibilities.
• WHAT PEOPLE DISCUSS
i. In many countries, business dinners and social functions include extensive
socializing and drinking before any business is conducted.

ii. Refusing to join in the festivities, or bringing up business subjects too soon
in these settings, would be considered very rude.
• WHAT PEOPLE EAT
i. In Asian and Middle Eastern countries, you may be
offered far more than you can comfortably eat.

ii. If offered chicken feet in China, recognize that you are

indeed a very special guest, held in the highest esteem.
1. CUSTOMARY AND APPROPRIATE GIFT GIVING

• Select gifts that will have meaning to the recipient. Meaningful gifts are more
appropriate than extravagant ones.

• Find out in advance what would be considered appropriate in your host

country and when the gift should be given and opened. Regardless of the
country, your gift should be beautifully wrapped.

• Don’t try to outdo others by giving them something considerably more

expensive than they may be able to give you.
ALWAYS ASK IF THERE ARE ANY TABOOS OR HIDDEN MEANINGS
BEFORE PRESENTING GIFTS OR AWARDS.
• Good choices:

i. Local handicrafts from your home country

ii. Edible items

iii. Coffee table books,

• BAD CHOICES:
i. knives or anything with blades in
Latin American countries because
this is a sign of “cutting” a
relationship

ii. alcohol in Muslim cultures because

the Koran prohibits alcohol

iii. a handkerchief in the Middle East

(a symbol of tears and parting)
• FLOWERS:

i. Yellow flowers symbolize

mourning to many Latinos
and Middle Easterners

ii. Red roses may communicate

romantic intentions in many
countries, especially in United
States, France and Peru.
 06
CONSIDERING GENDER
ISSUES
1. DRESS CONSERVATIVELY

○ Islamic countries: Women should dress

so that elbows and knees are covered;
high-collared tops are also in order.

○ Buddhist countries: Women should not

wear sleeveless or short-sleeved tops
and shorts.

○ All countries: dress as a business

professional and expect to be treated as
such.
1. If in doubt, decline social
invitations
o Don’t accept invitations to be entertained alone at
the home of foreign business associates, unless it
is a family affair.
3. Expect traditional courtesy gestures

o Men in some cultures may open doors and pull out chairs at meals for
women.