Appointments
Possibilities range from: showing up,
making a telephone
call to set up an appointment, to using an intermediary. But,
essential
to know how to procedure to follow in setting up appointments.
Question: How essential are
appointments in the
US? In the US, appointments can be made quite casually and on
short
notice. Possible, even, to do a “walk-in” appointment. And,
if the person is “free” the appointment can take place right
then.
I experience this quite often with sales people seeking my business
here
in the School of Business. However, this is not true in many
other
cultures.
Examples:
- In Latin America. Appointments must
be
made a least
one month in advance by mail or telephone and followed up one week
before
hand. Contacts should also be made as high up in the organization
as possible and be done so through a “connection” if possible.
- In China, essential to set up
appointments
before you even
come to the country.
- In Saudi Arabia, need to have a sponsor
who
sets up the appointments
for you.
- In Japan, while a connection (who is not
part
of either your
or the other company) is often very useful as a means of introduction,
a personal call is the best way to make an appointment. A letter
may not even be answered.
As part of appointments, need to be aware of
certain dates
which should be avoided in the culture — either because no one will be
available, or because of other factors (including superstition)
In USA, when shouldn’t a person
try to make
an appointment? (i.e most public holidays and weekends)
Other examples:
- In most of Asia, not on Chinese New Years
(3-7 days) — a
lunar holiday in Jan / Feb / March. And in mainland China, many
businesses
are closed for two weeks.
- In most Latin America, not during
carnival
(even if it isn’t
a public holiday)
- In any overseas British-background
country
(but especially
in Caribbean) not during a cricket test match
- In Islamic countries, need to check to
see if
business is
conducted on Friday or even Thursday afternoon. And, especially
the
three days that conclude the month long “fast” of Ramadan.
- In Israel, on Saturday.
- In Japan, three weeks of the year are
difficult for business:
New Years (Dec 28-Jan 3), Golden Week (April 29-May5), and Obon
(mid-August).
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Greetings
How you greet someone when you first meet or
leave them
(first time ever, first time that day) is an essential part of business
protocol. Americans are generally informal (and a “firm”
handshake
is customary / cheek kiss / hug for those who have known each other for
a long time (and who may not have seen each other for a while).
Americans
tend to use first names — except for formal setting or clear
“hierarchal”
or “traditional” settings. Business cards are usually only
exchanged
in a business setting when business is specifically being transacted.
In other cultures, the rules differ
significantly (although
handshake is becoming much more wide-spread because of other culture’s
learning to adapt to western ways):
- In Saudi Arabia, greetings are
expressive,
elaborate, with
numerous handshakes and often kisses and hugs (among same sex
only).
Titles are very important and always used.
- In China, a nod or slight bow is a
preferred
greeting.
Titles are widely used and expected. When met by groups, applause
may be given (and expect to be applauded back). Business cards
(in
both English and Chinese) are exchanged (and handed with both hands —
not
one). You may also be asked if you have eaten yet (This is a
greeting,
not an attempt to provide food!).
- In India, men will offer to shake hands
but
only the most
westernized will shake hands with the opposite sex. Women should
not initiate handshakes with men. The traditional Indian greeting
is the namaste. Titles are highly valued, especially professional
titles such as professor or doctor. First names are only used
among
close friends — so use Mr, Mrs. Miss.
- In Japan, handshakes are common because
of
the western influence
(often very weak or limp — but this should not be taken as a sign of a
lack of assertiveness. The bow is customary. One needs to
respond
in kind — so essential to notice the depth of bow and do the same — it
indicates equality. A greater or lesser bow indicates superiority
or inferiority. First names are not used. Business cards
are
essential and should indicate education and association
memberships.
Japanese businessmen present these immediately after a bow or handshake
and then read them immediately. Protocol in handling cards is to
treat them as a gift, don’t casually put them in a pocket or wallet (at
least in front of the giver).
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Gift-Giving
Americans typically see gifts as a type of
bribery.
And, if given must be $25 or less. But in many other cultures,
this
is standard business protocol. A person traveling overseas, needs
to review the local culture on gift-giving. And, it is often
appropriate
to bring something from the US that is “typically” American
—
crafts, Native-American items, food.
Other Examples:
- Arabic countries — hospitality is
legendary. Impolite
to refuse a gift (also be wary of admiring something — it will be given
to you). Often expect a percentage of a business deal if they are
broker or approve (have to be careful not to break US Foreign Corrupt
Practices
Act)
- Singapore — prides itself on being
corruption
free.
So business gift giving is quite restrained by Asian standards.
Government
employees are forbidden. But small tokens are often
exchanged.
I take chewing gum for the office staff! An Andrews souvenir for
managers.
- Japan — Common practice. Businesses
must give them
at New Year and Mid Year. May often be quite elaborate /
expensive
— but not required. Important to have reciprocity
however.
And often given at first business meetings. Ceremony and wrapping
is more important than the content. Gifts not typically opened in
front
of the giver (and reactions would always be restrained — even if very
pleased).
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