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Culture and Etiquette

Business Etiquette for the 21st Century

Diversity, based on gender, cultural background, age, and degree of experience in today's business arena, creates a clash of standards and behavioral expectations. McManners Generation - eating in fast food establishments has led to sloppy table manners and dining skills that can offend and cost clients, especially in the hospitality industry

Globalization has changed the way we do business, demanding new levels of expertise in dealing with people; international clients; international meeting sights; international associations; and international colleagues

Solutions on etiquette

Treatment of clients

• Business etiquette is based on hierarchy and power unlike social etiquette, which is based on gender and chivalry.
• No one should be given special treatment in the business arena because of gender. Everyone should be treated equally well.
• The most important person in the hierarchy of any company is the client.
• Persons of lesser importance are introduced to persons of greater importance, regardless of gender. The name of the most important person is said first.
• Don't give any suggestion of interest to an obvious overture unless you want to fan the flames.
• Beware of personal relationships which may affect the business
• Maintain the business relationship whenever possible, but get firm if the person persists.
• Client entertaining, seating and other treatment should follow the set code of conduct

Getting down to business

• Let guests know your agenda when extending the invitation.
• As host, you control the agenda and make sure everyone sticks to it.
• Wait until the appetizers have been served to get down to serious business.
• Never wait till coffee and dessert to bring up important matters.
• Don't spread papers all over a dining table. Restrict paperwork to the office.
• always keep your focus on the client, not on the product or the sales pitch

Telecommunications and other communications

In case of voice mails, emails, introductions, handshakes and gift giving follow the right protocols.

Sight Inspections

• adapt the level of formality/informality to your client
• know the client's likes and dislikes to facilitate conversation & relationship building
• know the client's needs
• know the location and pre-check the route
• travel with the client to the sight
• know who is who, both at the client and at the sight; respect the hierarchy
• always accompany the client around the sight doors:
• hold doors for clients and let them pass through first, regardless of gender
• go through revolving doors first and wait for the client on the other side elevators;
• step to the side and let clients out first
• respect the client's time - include steak with the sizzle
• look at the client when speaking; don't give a guided tour with your back to the audience
• follow up on your commitments after the sight inspection
• while relationships are important, remember that both client and vendor are still professionals maintain business decorum at all times in your attitude, appearance, and actions

Source: Ms. Klinkenberg International Protocol Consultant