PRDV008: Preparing and Delivering Presentations

Following the norms and practices of etiquette is an important factor in effective business communication.

Learning Objectives

Explain the importance of identifying and considering different etiquette and cultural customs in business communication

Key Takeaways

Key Points

• Business etiquette is the code of expected professional behavior regarding manners, courtesy, and politeness.
• Etiquette is dependent on culture; what is excellent etiquette in one society may shock in another.
• A failure to understand, be sensitive to, and adjust to different etiquette expectations can impede successful communication.

Key Terms

• etiquette: Forms required by good breeding or prescribed by authority, to be observed in social or official life; conventional decorum; ceremonial code of polite society.

We use forms of etiquette in interactions with co-workers, business colleagues, customers, suppliers, and other types of stakeholders. These norms are typically unwritten rules learned through socialization and experience, although some organizations have explicit written rules of conduct that speak to matters of etiquette. Practicing etiquette demonstrates respect, and effective communication requires that message are sent and received in ways that are consistent with the norms of etiquette.

Business etiquette can vary significantly by country and geographic area. Etiquette is a core aspect of most cultures, which represent the values that guide how people live and interact. Differences in etiquette can create challenges for cross-cultural communication in business. What is excellent etiquette in one society may shock another. For example, conflict between expectations of etiquette can arise in meetings held during meals. In China, a person who takes the last item of food from a common plate or bowl without first offering it to others at the table may be viewed as a glutton who is insulting the host's generosity. Traditionally, guests who do not have leftover food in front of them at the end of a meal in China have dishonored their host. Conversely, in the United States of America, guest are expected to eat all of the food given to them as a compliment to the quality of the cooking. However, there too it is considered polite to offer food from a common plate or bowl to others at the table. If both parties are aware of and sensitive to differences in etiquette, they can avoid misinterpreting behavior or giving the wrong impression.

Bowing in Japan: Bowing is an important part of etiquette in Japan.

A failure to understand, be sensitive to, and adjust to different etiquette expectations can impede successful communication. Credibility is essential in the ability to persuade, and perceived displays of disrespect can make it difficult to influence others. Etiquette reflects shared expectations of behavior, and thus it is an important basis of developing good interpersonal relationships that facilitate effective communication. The ability to use proper etiquette is an important quality of professionalism; it is therefore vital for employees to learn the norms and practices of etiquette in the organizations and cultures in which they work.