Different Business Protocuols - America & Europe.
The word 'Protocol' could simply be defined as meaning a way to do something. There are, are many of us are aware, different ways of doing business in different countries. One example would be that in China - and many other Asian countries - a simple transaction at the market is often achieved through bargaining. In the West, however, the price given is THE price. No bargaining occurs.
Differing cultures require differing protocols which do not, in the wide scheme of things affect most of us too greatly. In both business and politics however, a basic awareness of cultural differences becomes important.
Fortunately for us, the language of money talks a fairly universal language! Yet Western business protocols adhere to two basic distinctions – the American and Other. America ‘s geographical and historical separation from the Western & Continental world resulted in the growth of a separate culture. In our shrinking global world this distinction is not now so noticeably divisive as it once was. However, it helps to be aware of the basic cultural differences in a business setting which could affect outcomes.
The concept of the hard sell appeared in a new country where business opportunities abounded and were available to any person with the skills to take advantage. In the more conservative European/Continental setting a business class emerged which allowed those of a lower social standing to become upwardly mobile. The object was as much about social class as about money. Many entrepreneurs therefore needed to become aware of and to become accepted by a higher social class in order to succeed in business.
The newly developing democratic America, no longer bound by “ Old World” ideas of social class, were freer to develop their own, new strategies in the business world as in other aspects of society.
This may sound very long winded and unnecessary in a class which deals with Oral English. But no language can be understood without knowing a little about the culture behind it.
Most of to-days class is going to be about exploring some of those cultural differences which we will do via demonstration. But it is very important, for anyone who is going to be successful in global business. Such information is usually not included in English or Business text-books. Yet it can, at times, be the difference between negotiations which can make or break business negotiations.
Friday, 15 May 2009
Monday, 4 May 2009
062Y54A00 30/04 Mrs. Henderson Presents...
It's a shame we were delayed in starting the movie on Thursday because, in a way, you missed out on learning the whole reason Mrs. Henderson was so determined to continue with her theatre!
I'm sure a few of you are wondering why I chose to show that movie? We have discussed it at length[a lot] in other classes but those are different classes - not "Oral English" - so they know that, when I show a movie, it is not just for entertainment, but to get some point across.
In other classes, therefore, I showed this movie for several different reasons, and to follow up on discussions we had already had. One of the reasons I showed Mrs. Henderson Presents to you was to maybe get you thinking on the differences and similarities between Western and Chinese cultures.
At first glance you will agree that this movie highlighted some differences, but are probably puzzled about the word "similarities".
You see, I saw that, at the beginning, some of you were a little shocked, and even more embarrassed, to see half naked women on the screen in your classroom. While I don't deliberately try to embarrass students, or make them feel uncomfortable, its the people who DID have these feelings who can most easily understand what I meant by "similarities".
One of the most repeated opinions I hear about "The West" is that people from there are so much more open than Chinese people. Along with this goes the idea that Chinese people are very shy...as if these were things that were built into our different natures.
But these differences are NOT national characteristics: they are attitudes that are simply a result of where we are at different points in our societies development.
To begin with, let's take the "shyness". It is true that many Chinese people get embarrassed by talking about sex. However, when we read Chinese history, or see some of the decoration on ancient things, we see this was not always so. Attitudes have changed at different times in history.
So it has been in other countries as well. Why, 150 years ago in England, the idea of legs was considered so immodest that the word was not allowed to be said, and even the legs of stools and chairs used to be covered!
But to get back to to-day, you would probably be surprised to learn that visitors to China from other countries are shocked at what they see as too much openess!
For you, the bodily functions of sex are embarrassing. For us, the bodily functions of getting rid of waste (i.e. going to the toilet, vomiting, spitting, cleaning our noses etc.) are embarrassing. One of the things that every Foreign woman finds almost unbearable is toilets (such as those in the University) where everyone else can see you and talk to you while you are performing what, to us, is the most private of all functions.
For us as teachers, the idea of using the same toilets as students is something many cannot do. I guess it feels like it would feel if you had to appear naked in front of your teacher!!
Seeing men and children pee (or, in the case of children, pooh) in the streets quite openly shocks many foreigners who find it impossible to think of Chinese people as being shy.
So, by showing this film, which took place during the time of many of our grandparents, I hoped to show how even foreigners have changed a lot in the last 60 or 70 years. When Mrs. Henderson first put this idea to the Government official, even though he was her friend, she had to fight very hard to get permission. It was an idea that had never been heard of in England at that time. For the English, it was something that only Foreigners did. Not them.
If you remember, the first time the show was presented to all the Government officials and their wives, no-one knew how to react. There was a complete silence until Mrs. Henderson's friend, who was the Government Censor, finally started to clap. And even he was embarrassed afterward, when he went to the girls dressing room and could see some of them reflected in the mirror.
The other thing the movie showed, which you might not have realised, was the very large differences between the Upper classes and the rest of society. In those days it was a huge gap that had not been bridged.[ closed; able to be overcome]
Mrs. Henderson and her friends had had good educations and travelled a lot and so were familiar with naked bodies in Greek sculpture, or Classical paintings. Some of the greatest Art works in the world (Like the statue of David by Michelangelo) are of naked men and women and, not only were these people familiar with them but had such art and statues in their houses.
If the Government was going to allow naked women on the public stage, however, the lower classes would be able to see them. Things had started to change after the First World War though, and society was becoming more equal, so it would not be possible to allow only the Upper classes to go to the Theatre.
That's why the idea of presenting the girls as living works of Art was finally considered. By doing this it was hoped that the lower classes would learn to appreciate great works of Art and to realise that Art wasn't something only to be enjoyed by rich, educated people, but was in fact a part of our every day lives. That we should not find anything as natural and beautiful as our bodies shameful or disgusting.
In the last part of the movie the show is going to be closed down because of the war but Mrs. Henderson explains her reasons:- her own son had been only 21 when he had died fighting for his country in the First World War. After his death she had found, in his room, some pictures of naked women hidden under his mattress. She thought it was terrible that a person could be considered old enough to go and see all the horrors of war and be killed in terrible ways, and yet was not considered old enough to see the beauty of what a women's naked body looked like. She did not want any other young men to die thinking that such natural beauty was shameful and ugly and only connected with sex.
She won her fight and The Windmill was the only theatre to stay open all during the six years of World War Two, even through the worst of the Blitz -the period when London was attacked by bombs almost every single night and thousands and thousands of homes, businesses and people were blown up.
I'm sure a few of you are wondering why I chose to show that movie? We have discussed it at length[a lot] in other classes but those are different classes - not "Oral English" - so they know that, when I show a movie, it is not just for entertainment, but to get some point across.
In other classes, therefore, I showed this movie for several different reasons, and to follow up on discussions we had already had. One of the reasons I showed Mrs. Henderson Presents to you was to maybe get you thinking on the differences and similarities between Western and Chinese cultures.
At first glance you will agree that this movie highlighted some differences, but are probably puzzled about the word "similarities".
You see, I saw that, at the beginning, some of you were a little shocked, and even more embarrassed, to see half naked women on the screen in your classroom. While I don't deliberately try to embarrass students, or make them feel uncomfortable, its the people who DID have these feelings who can most easily understand what I meant by "similarities".
One of the most repeated opinions I hear about "The West" is that people from there are so much more open than Chinese people. Along with this goes the idea that Chinese people are very shy...as if these were things that were built into our different natures.
But these differences are NOT national characteristics: they are attitudes that are simply a result of where we are at different points in our societies development.
To begin with, let's take the "shyness". It is true that many Chinese people get embarrassed by talking about sex. However, when we read Chinese history, or see some of the decoration on ancient things, we see this was not always so. Attitudes have changed at different times in history.
So it has been in other countries as well. Why, 150 years ago in England, the idea of legs was considered so immodest that the word was not allowed to be said, and even the legs of stools and chairs used to be covered!
But to get back to to-day, you would probably be surprised to learn that visitors to China from other countries are shocked at what they see as too much openess!
For you, the bodily functions of sex are embarrassing. For us, the bodily functions of getting rid of waste (i.e. going to the toilet, vomiting, spitting, cleaning our noses etc.) are embarrassing. One of the things that every Foreign woman finds almost unbearable is toilets (such as those in the University) where everyone else can see you and talk to you while you are performing what, to us, is the most private of all functions.
For us as teachers, the idea of using the same toilets as students is something many cannot do. I guess it feels like it would feel if you had to appear naked in front of your teacher!!
Seeing men and children pee (or, in the case of children, pooh) in the streets quite openly shocks many foreigners who find it impossible to think of Chinese people as being shy.
So, by showing this film, which took place during the time of many of our grandparents, I hoped to show how even foreigners have changed a lot in the last 60 or 70 years. When Mrs. Henderson first put this idea to the Government official, even though he was her friend, she had to fight very hard to get permission. It was an idea that had never been heard of in England at that time. For the English, it was something that only Foreigners did. Not them.
If you remember, the first time the show was presented to all the Government officials and their wives, no-one knew how to react. There was a complete silence until Mrs. Henderson's friend, who was the Government Censor, finally started to clap. And even he was embarrassed afterward, when he went to the girls dressing room and could see some of them reflected in the mirror.
The other thing the movie showed, which you might not have realised, was the very large differences between the Upper classes and the rest of society. In those days it was a huge gap that had not been bridged.[ closed; able to be overcome]
Mrs. Henderson and her friends had had good educations and travelled a lot and so were familiar with naked bodies in Greek sculpture, or Classical paintings. Some of the greatest Art works in the world (Like the statue of David by Michelangelo) are of naked men and women and, not only were these people familiar with them but had such art and statues in their houses.
If the Government was going to allow naked women on the public stage, however, the lower classes would be able to see them. Things had started to change after the First World War though, and society was becoming more equal, so it would not be possible to allow only the Upper classes to go to the Theatre.
That's why the idea of presenting the girls as living works of Art was finally considered. By doing this it was hoped that the lower classes would learn to appreciate great works of Art and to realise that Art wasn't something only to be enjoyed by rich, educated people, but was in fact a part of our every day lives. That we should not find anything as natural and beautiful as our bodies shameful or disgusting.
In the last part of the movie the show is going to be closed down because of the war but Mrs. Henderson explains her reasons:- her own son had been only 21 when he had died fighting for his country in the First World War. After his death she had found, in his room, some pictures of naked women hidden under his mattress. She thought it was terrible that a person could be considered old enough to go and see all the horrors of war and be killed in terrible ways, and yet was not considered old enough to see the beauty of what a women's naked body looked like. She did not want any other young men to die thinking that such natural beauty was shameful and ugly and only connected with sex.
She won her fight and The Windmill was the only theatre to stay open all during the six years of World War Two, even through the worst of the Blitz -the period when London was attacked by bombs almost every single night and thousands and thousands of homes, businesses and people were blown up.
Friday, 1 May 2009
sinopec 24/04 Talking on the Phone
Hurrah! At last I have got my problems with my removable device fixed and can post this lesson. Thank you for you patience.
Our last lesson was about talking on the telephone. As not all of you will be travelling overseas you will be doing any work with foreigners over the phone. As the person you are talking does not get to meet you, they will be forming their opinion - not so much about you, personally, but about your company - from your telephone personality.
Talking on the phone is both easier and more difficult than face to face meetings. When meeting in person we use all kinds of “codes” to help us understand each other which are based on sight: appearance; body language; gestures. On the phone there is only our voice to rely on. Just as a handshake gives a person their first idea of the other person, so they way we answer the phone also gives an indication of the person we are dealing with.
Remember, on the phone, the TONE of our voice is very important.
You might have to answer the phone a hundred times a day and get very fed up [bored with; sick of]saying the same thing each time. However, it is important to keep that boredom out of your voice.
You may be so used to saying the same thing over and over again that you tend to gabble[say very fast] your identifying remarks. But remember also, that the person you are speaking to is hearing you for the first time – and those identifying remarks are all-important.
If your phone is a direct line you must always identify your business clearly: e.g. ABC Company…You can say a simple “Hello" or "Good morning/afternoon” first, but make sure the business name is spoken in a way that can be understood:- the person may have the wrong number, it is good advertisement, and it helps the other person to embed the name in their mind.
After this greeting identify yourself and then politely ask:
“How can I help you?” or
“What can I do for you?” or
“May I help you?”
e.g. “Good morning, ABC Company. Bill speaking. How may I help you?”
If you are on an internal line the company name is not important but your name is:
“Hello/Good morning/Good afternoon, this is Bill.”
Tips:
Smile when you answer the phone. The other person can’t see it, but they can tell by your voice. It makes a big difference.
On the phone it is better to say “certainly” than “yes”. It sounds stronger and is clearer.
If you have to re-direct the person or put them on hold always ASK first (e.g. Shall I put you through? Would you like me to put you through? Would you mind holding for a moment? Is it o.k. if I put you on hold while I ask?”) – there is nothing more frustrating than being put through somewhere else, or put on hold when one could rather leave a message.
If someone is going to have to hold always specify “For a moment” “Until I find out” etc. Most people dread being put on hold and forgotten about. If its taking longer than expected, check back “Are you still there? I’m sorry for the delay”.
1.You may answer the phone with “Hello” OR “Good Morning/Afternoon/Evening.”.
2.But You MUST give the name of your company as soon as you have said this.
3. Then you must identify yourself – i.e. give your name.
EXAMPLE.
“Hello. Shanghai Development Company. Mary speaking.”
The person on the phone will then usually give the name of their company and introduce themselves.
You then say
", Mr. Smith (or whatever the name is). How can I help you?"
If the caller has a problem you can’t help with, say so immediately. Do not waste their time. But then offer to put the call through to someone who can help. e.g.: -
"I’m sorry. That’s not my field. I’ll put you through to Ms. Li. She’ll be happy to help".
If you are unsure who could deal with the problem – again, DO NOT waste the caller’s time. Instead say:
"I’m sorry. I’m not quite sure who the best person would be to help you. Can I have your telephone number and I’ll have someone get right back to you?"
N.B. ( If you find that the person who can help Mr. Smith is away or is not available that day, RING Mr. SMITH BACK and explain this to him.)
If, however, the caller has rung about something you could help with say:
"Yes, Mr. Smith. I’ll be happy to help."
Perhaps though, you need to consult with a colleague. DON’T PUT MR. SMITH ON HOLD without asking, or Say:
"I’ll just have to check" OR "Let me just check" "…with my colleague and I’ll get straight back to you. Can you give me your number?"
When it seems as though you and Mr. Smith have completed your business say:
"Is there anything else I can help you with?"
If there is not say:
"Well thank you for calling Mr. Smith. I’ll get on to that straight away". OR "You’ll be hearing from us in a few days time".
If Mr. Smith then thanks you say
"It’s a pleasure". OR "No problem" OR "Not at all" OR "No worries" and then say ‘Bye.
What to do if a caller has a complaint.
ALWAYS apologise personally:
e.g. “I’m so sorry this happened.”” “I really apologise for such inconvenience.” THEN say “WE will do everything to help you.”. or “WE will get this sorted out straight away.”
If the caller has a serious complaint or is rude say: “As I said, I am really sorry this happened” and THEN offer to have someone in a higher position call E.G.
“I will get our Section Manager to call you herself.”
In the unlikely event that someone is very rude to you, NEVER just hang up the phone. ALWAYS say "Well, thank you for calling" first. That way your company cannot be accused of being at fault.
KEY PHRASES:
How can I help you? What can I do for you
How may I help you Perhaps I can help
I’ll get right back to you I’ll ring you right back
I’ll get back to you straight away
I’ll have someone get back to you
I’ll call you back
We’ll call you back
You’ll be hearing from us.
We’ll get back in touch
I’ll be in touch.
Sorted out/get this matter resolved
I apologise for the inconvenience….. I’m sorry this happened
Is there anything else I can help you with? Anything else I can do for you? Will that be all?
I’ll have to check. I’ll just check. Maybe I should check.
I’ll check back with you.
Get in touch with me/us anytime.
Good to hear from you. Great to hear from you.
Look forward to hearing from you.
Hope to hear from you again/soon.
Happy to help
It’s no trouble
It’s a pleasure. No problem. Not at all. I’m happy to do it. It’s been a pleasure talking
to you.
I hope you all get a chance to relax over this weekend - I know I shall: its my top priority. So - Avagoodie. and enjoy your little holiday.
Our last lesson was about talking on the telephone. As not all of you will be travelling overseas you will be doing any work with foreigners over the phone. As the person you are talking does not get to meet you, they will be forming their opinion - not so much about you, personally, but about your company - from your telephone personality.
Talking on the phone is both easier and more difficult than face to face meetings. When meeting in person we use all kinds of “codes” to help us understand each other which are based on sight: appearance; body language; gestures. On the phone there is only our voice to rely on. Just as a handshake gives a person their first idea of the other person, so they way we answer the phone also gives an indication of the person we are dealing with.
Remember, on the phone, the TONE of our voice is very important.
You might have to answer the phone a hundred times a day and get very fed up [bored with; sick of]saying the same thing each time. However, it is important to keep that boredom out of your voice.
You may be so used to saying the same thing over and over again that you tend to gabble[say very fast] your identifying remarks. But remember also, that the person you are speaking to is hearing you for the first time – and those identifying remarks are all-important.
If your phone is a direct line you must always identify your business clearly: e.g. ABC Company…You can say a simple “Hello" or "Good morning/afternoon” first, but make sure the business name is spoken in a way that can be understood:- the person may have the wrong number, it is good advertisement, and it helps the other person to embed the name in their mind.
After this greeting identify yourself and then politely ask:
“How can I help you?” or
“What can I do for you?” or
“May I help you?”
e.g. “Good morning, ABC Company. Bill speaking. How may I help you?”
If you are on an internal line the company name is not important but your name is:
“Hello/Good morning/Good afternoon, this is Bill.”
Tips:
Smile when you answer the phone. The other person can’t see it, but they can tell by your voice. It makes a big difference.
On the phone it is better to say “certainly” than “yes”. It sounds stronger and is clearer.
If you have to re-direct the person or put them on hold always ASK first (e.g. Shall I put you through? Would you like me to put you through? Would you mind holding for a moment? Is it o.k. if I put you on hold while I ask?”) – there is nothing more frustrating than being put through somewhere else, or put on hold when one could rather leave a message.
If someone is going to have to hold always specify “For a moment” “Until I find out” etc. Most people dread being put on hold and forgotten about. If its taking longer than expected, check back “Are you still there? I’m sorry for the delay”.
1.You may answer the phone with “Hello” OR “Good Morning/Afternoon/Evening.”.
2.But You MUST give the name of your company as soon as you have said this.
3. Then you must identify yourself – i.e. give your name.
EXAMPLE.
“Hello. Shanghai Development Company. Mary speaking.”
The person on the phone will then usually give the name of their company and introduce themselves.
You then say
", Mr. Smith (or whatever the name is). How can I help you?"
If the caller has a problem you can’t help with, say so immediately. Do not waste their time. But then offer to put the call through to someone who can help. e.g.: -
"I’m sorry. That’s not my field. I’ll put you through to Ms. Li. She’ll be happy to help".
If you are unsure who could deal with the problem – again, DO NOT waste the caller’s time. Instead say:
"I’m sorry. I’m not quite sure who the best person would be to help you. Can I have your telephone number and I’ll have someone get right back to you?"
N.B. ( If you find that the person who can help Mr. Smith is away or is not available that day, RING Mr. SMITH BACK and explain this to him.)
If, however, the caller has rung about something you could help with say:
"Yes, Mr. Smith. I’ll be happy to help."
Perhaps though, you need to consult with a colleague. DON’T PUT MR. SMITH ON HOLD without asking, or Say:
"I’ll just have to check" OR "Let me just check" "…with my colleague and I’ll get straight back to you. Can you give me your number?"
When it seems as though you and Mr. Smith have completed your business say:
"Is there anything else I can help you with?"
If there is not say:
"Well thank you for calling Mr. Smith. I’ll get on to that straight away". OR "You’ll be hearing from us in a few days time".
If Mr. Smith then thanks you say
"It’s a pleasure". OR "No problem" OR "Not at all" OR "No worries" and then say ‘Bye.
What to do if a caller has a complaint.
ALWAYS apologise personally:
e.g. “I’m so sorry this happened.”” “I really apologise for such inconvenience.” THEN say “WE will do everything to help you.”. or “WE will get this sorted out straight away.”
If the caller has a serious complaint or is rude say: “As I said, I am really sorry this happened” and THEN offer to have someone in a higher position call E.G.
“I will get our Section Manager to call you herself.”
In the unlikely event that someone is very rude to you, NEVER just hang up the phone. ALWAYS say "Well, thank you for calling" first. That way your company cannot be accused of being at fault.
KEY PHRASES:
How can I help you? What can I do for you
How may I help you Perhaps I can help
I’ll get right back to you I’ll ring you right back
I’ll get back to you straight away
I’ll have someone get back to you
I’ll call you back
We’ll call you back
You’ll be hearing from us.
We’ll get back in touch
I’ll be in touch.
Sorted out/get this matter resolved
I apologise for the inconvenience….. I’m sorry this happened
Is there anything else I can help you with? Anything else I can do for you? Will that be all?
I’ll have to check. I’ll just check. Maybe I should check.
I’ll check back with you.
Get in touch with me/us anytime.
Good to hear from you. Great to hear from you.
Look forward to hearing from you.
Hope to hear from you again/soon.
Happy to help
It’s no trouble
It’s a pleasure. No problem. Not at all. I’m happy to do it. It’s been a pleasure talking
to you.
I hope you all get a chance to relax over this weekend - I know I shall: its my top priority. So - Avagoodie. and enjoy your little holiday.
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