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1、模块2 能力培养了解商务会面礼仪、接待礼仪、乘坐交通工具的礼仪、座次礼仪、馈赠礼仪、沟通礼仪、中西餐用餐礼仪、国别礼俗。Relationships & Communication The Japanese prefer to do business on the basis of personal relationships. In general, being introduced or recommended by someone who already has a good relationship with the company is extremely helpful as it
2、allows the Japanese to know how to place you in a hierarchy relative to themselves. One way to build and maintain relationships is with greetings / seasonal cards. It is important to be a good correspondent as the Japanese hold this in high esteem.Business Meeting Etiquette Appointments are required
3、 and, whenever possible, should be made several weeks in advance. It is best to telephone for an appointment rather than send a letter, fax or email. Punctuality is important. Arrive on time for meetings and expect your Japanese colleagues will do the same. Since this is a group society, even if you
4、 think you will be meeting one person, be prepared for a group meeting. The most senior Japanese person will be seated furthest from the door, with the rest of the people in descending rank until the most junior person is seated closest to the door. It may take several meetings for your Japanese cou
5、nterparts to become comfortable with you and be able to conduct business with you. This initial getting to know your time is crucial to laying the foundation for a successful relationship. You may be awarded a small amount of business as a trial to see if you meet your commitments. If you respond qu
6、ickly and with excellent service, you prove your ability and trustworthiness. Never refuse a request, no matter how difficult or non-profitable it may appear. The Japanese are looking for a long-term relationship. Always provide a package of literature about your company including articles and clien
7、t testimonials. Always give a small gift, as a token of your esteem, and present it to the most senior person at the end of the meeting. Your Japanese contact can advise you on where to find something appropriate.Business Negotiation The Japanese are non-confrontational. They have a difficult time s
8、aying “no”, so you must be vigilant at observing their non-verbal communication. It is best to phrase questions so that they can answer yes. For example, do you disagree with this? Group decision-making and consensus are important. Written contracts are required. The Japanese often remain silent for
9、 long periods of time. Be patient and try to work out if your Japanese colleagues have understood what was said. Japanese prefer broad agreements and mutual understanding so that when problems arise they can be handled flexibly. Using a Japanese lawyer is seen as a gesture of goodwill. Note that Jap
10、anese lawyers are quite different from Western lawyers as they are much more functionary. Never lose your temper or raise your voice during negotiations. Some Japanese close their eyes when they want to listen intently. The Japanese seldom grant concession. They expect both parties to come to the ta
11、ble with their best offer. The Japanese do not see contracts as final agreements so they can be renegotiated.Dress Etiquette Business attire is conservative. Men should wear dark-coloured, conservative business suits. Women should dress conservatively.Business Cards Business cards are exchanged cons
12、tantly and with great ceremony. Invest in quality cards. Always keep your business cards in pristine condition. Treat the business card you receive as you would the person. You may be given a business card that is only in Japanese. It is wise to have one side of your business card translated into Ja
13、panese. Give your business card with the Japanese side facing the recipient. Make sure your business card includes your title, so your Japanese colleagues know your status within your organization. Business cards are given and received with two hands and a slight bow. Examine any business card you r
14、eceive very carefully. During a meeting, place the business cards on the table in front of you in the order people are seated. When the meeting is over, put the business cards in a business card case or a portfolio. Activity 1 True(T) or False(F). 1. The Japanese prefer to do business on the basis o
15、f personal relationships.2. It may take several meetings for your Japanese counterparts to become comfortable with you and be able to conduct business with you.3. The Japanese see contracts as final agreements so they can not be renegotiated. TFT New Wordstestimonial n. a formal written statement ab
16、out the qualities of a product or service 证明书 token n. something you give to someone or do for someone to express your feelings or intentions 象征conversant adj familiar with, having experience of, or knowing 熟悉的 nuance n. a quality of something that is not easy to notice but may be important 细微差别 pro
17、tocol n. the formal system of rules for correct behavior on official occasions 外交礼仪2. 韩国商务礼仪Relationships & Communication People of Republic of Korea prefer to do business with people with whom they have a personal connection. It is therefore crucial to be introduced by a third-party. Relationships
18、are developed through informal social gatherings that often involve a considerable amount of drinking and eating. Individuals who have established mutual trust and respect will work hard to make each other successful. People of Republic of Korea treat legal documents as memorandums of understanding.
19、 They view contracts as loosely structured consensus statements that broadly define agreement and leave room for flexibility and adjustment as needed. Under no circumstances insult or criticize in front of others. Sensitive matters may often be raised indirectly through the intermediary that first m
20、ade the introductions. People of Republic of Korea are extremely direct communicators. They are not averse to asking questions if they do not understand what has been said or need additional clarification. This is a culture where “less is more” when communicating. Respond to questions directly and c
21、oncisely. Since there is a tendency to say “yes” to questions so that you do not lose face, the way you phrase a question is crucial. It is better to ask, “When can we expect shipment?” than “Can we expect shipment in 3 weeks?”, since this question requires a direct response.Business Meeting Etiquet
22、te Appointments are required and should be made 3 to 4 weeks in advance. You should arrive on time for meetings as this demonstrates respect for the person you are meeting. The most senior people of Republic of Korea generally enters the room first. It is a good idea to send both an agenda and back-
23、up material including information about your company and client testimonials prior to the meeting. The main purpose of the first meeting is to get to know each other. Meetings are used to understand a clients needs and challenges. They lay the foundation for building the relationship. Do not remove
24、your jacket unless the most senior people of Republic of Korea does so. Have all written materials available in both English and Korean.Dress Etiquette Business attire is conservative. Men should wear dark-coloured, conservative business suits with white shirts. Women should dress conservatively and
25、 wear subdued colours. Men should avoid wearing jewellery other than a watch or a wedding ring.Business Cards Business cards are exchanged after the initial introductions in a highly ritualized manner. The way you treat someones business card is indicative of the way you will treat the person. Have
26、one side of your business card translated into Korean. Using both hands, present your business card with the Korean side facing up so that it is readable by the recipient. Examine any business card you receive carefully. Put the business cards in a business card case or a portfolio. Never write on s
27、omeones business card in their presence. Activity 2 True(T) or False(F). 1. People of Republic of Korea are extremely indirect communicators. They are averse to asking questions if they do not understand what has been said or need additional clarification.2. Have all written materials available in b
28、oth English and Korean.3. The way you treat someones business card is indicative of the way you will treat the person.TTF New Wordssubdued adj. (of color or light) not very bright, or (of sound) not very loud 柔和的 3. 印度商务礼仪Relationships & Communication Indians prefer to do business with those they kn
29、ow. Relationships are built upon mutual trust and respect. In general, Indians prefer to have long-standing personal relationships prior to doing business. It may be a good idea to go through a third party introduction. This gives you immediate credibility.Business Meeting Etiquette If you will be t
30、ravelling to India from abroad, it is advisable to make appointments by letter, at least one month and preferably two months in advance. It is a good idea to confirm your appointment since Indians may get your appointment cancelled at short notice. The best time for a meeting is late morning or earl
31、y afternoon. Reconfirm your meeting the week before and call again that morning, since it is common for meetings to be cancelled at the last minute. Keep your schedule flexible so that it can be adjusted for last minute rescheduling of meetings. You should arrive at meetings on time since Indians ar
32、e impressed with punctuality. Meetings will start with a great deal of getting-to- know-you talk. In fact, it is quite possible that no business will be discussed at the first meeting. Always send a detailed agenda in advance. Send back-up materials and charts and other data as well. This allows eve
33、ryone to review and become comfortable with the material prior to the meeting. Follow up a meeting with an overview of what was discussed and the next steps.Business Negotiation Indians are non-confrontational. It is rare for them to overtly disagree, although this is beginning to change in the mana
34、gerial ranks. Decisions are reached by the person with the most authority. Decision making is a slow process. If you lose your temper you lose face and prove you are unworthy of respect and trust. Delays are to be expected, especially when dealing with the government. Most Indians expect concessions
35、 in both price and terms. It is acceptable to expect concessions in return for those you grant. Never appear overly legalistic during negotiations. In general, Indians do not trust the legal system and someones word is sufficient to reach an agreement. Do not disagree publicly with members of your n
36、egotiating team. Successful negotiations are often celebrated by a meal.Dress Etiquette Business attire is conservative. Men should wear dark coloured conservative business suits. Women should dress conservatively in suits or dresses. The weather often determines clothing. In the hotter parts of the
37、 country, dress is less formal, although dressing as suggested above for the first meeting will indicate respect.Titles Indians revere titles such as Professor, Doctor and Engineer. Status is determined by age, university degree, caste and profession. If someone does not have a professional title, u
38、se the honorific title “Sir” or “Madam”. Titles are used with the persons name or the surname, depending upon the persons name. Wait to be invited before using someones first name without the title.Business Cards Business cards are exchanged after the initial handshake and greeting. If you have a un
39、iversity degree or any honour, put it on your business card. Use the right hand to give and receive business cards. Business cards need not be translated into Hindi. Always present your business card so the recipient may read the card as it is handed to them. Activity 3 True(T) or False(F). 1. In ge
40、neral, Indians trust the legal system and someones word is not sufficient to reach an agreement. 2. The weather often determines clothing. In the hotter parts of the country, dress is less formal, although dressing as suggested above for the first meeting will indicate respect.3. Use the right hand
41、to give and receive business cards.TTFTask Two North & South American Countries (United States, Canada, Brazil)1. 美国商务礼仪Business Dress What is considered appropriate business attire varies by geographic region, day of the week and industry. In general, people in the East dress more formally, while p
42、eople in the West are known for being a bit more casual. Executives usually dress formally regardless of which part of the country they are in. Casual Friday is common in many companies. High technology companies often wear casual clothes every day. For an initial meeting, dressing conservatively is
43、 always in good taste. Women can wear business suits, dresses or pantsuits. Men should wear a business suit unless you know the firm to be quite casual.Greetings The hand shake is the common greeting. Handshakes are firm, brief and confident. Maintain eye contact during the greeting. In most situati
44、ons, you can begin calling people by their first names. Most people will insist that you call them by their nickname, if they have one. In formal circumstances, you may want to use titles and surnames as a courtesy until you are invited to move to a first name basis, which will happen quickly. Busin
45、ess cards are exchanged without formal ritual. It is quite common for the recipient to put your card in their wallet, which may then go in the back pocket of their trousers. This is not an insult.Communication StylesAmericans are direct. They value logic and linear thinking and expect people to spea
46、k clearly and in a straightforward manner. To them if you dont “tell it how it is” you simply waste time, and time is money. If you are from a culture that is more subtle in communication style, try not to be insulted by the directness. Try to get to your point more quickly and dont be afraid to be
47、more direct and honest than you are used to. Americans will use the telephone to conduct business that would require a face-to-face meeting in most other countries. They do not insist upon seeing or getting to know the people with whom they do business.Business MeetingsArrive on time for meetings si
48、nce time and punctuality are so important to Americans. In the Northeast and Midwest, people are extremely punctual and view it as a sign of disrespect for someone to be late for a meeting or appointment. In the Southern and Western states, people may be a little more relaxed, but to be safe, always
49、 arrive on time, although you may have to wait a little before your meeting begins.Meetings may appear relaxed, but they are taken quite seriously. If there is an agenda, it will be followed. At the conclusion of the meeting, there will be a summary of what was decided, a list of who will implement
50、which facets and a list of the next steps to be taken and by whom. If you make a presentation, it should be direct and to the point. Visual aids should further enhance your case. Use statistics to back up your claims, since Americans are impressed by hard data and evidence.With the emphasis on contr