Group members

Maha Riaz Aneeqa Mehmood Fatima tul Zahra Fatima tuz Zahra Khawaja Haris Hassan Sohaib Iftikhar BB-09-06 BB-09-08 BB-09-56 BB-09-58 BB 09 98 BB 09 124

Business communication and Etiquettes in Pakistan, China and U.S.A.

Two Types of Communications

Verbal Communication Non- Verbal Communication

VERBAL COMMUNICATION
Verbal communication encompasses any form of communication involving words, spoken, written or signed.

WHY IS VERBAL COMMUNICATION IMPORTANT?

To inform others of our needs or to transfer knowledge. Clarification. Provides missing information. To correct a wrong. More effective than an action. Deepens and creates new relationships.

NON-VERBAL COMMUNICATION
Non-verbal communication can affects people's perceptions in significant ways. It includes:
Body language, such as Gestures. Facial expressions. Eye contact . Posture.

 The sound of our voice, including pitch, tone and volume are also forms of non-verbal communication. The meaning behind someone's words is often entirely different than the literal translation.

WHY IS NON-VERBAL COMMUNICATION IMPORTANT?

Five main functions of non-verbal communication:
To express emotions. Communicate interpersonal relationships. Support verbal interaction. Reflect personality. Perform rituals, such as greetings and goodbyes.

HOW TO IMPROVE VERBAL AND NON-VERBAL COMMUNICATION?

Effective listening. Think before you speak. Being aware of what we say and how we say it. Adapt quickly to the situation.

BUSINESS COMMUNICATION & ETIQUETTES

ISLAMIC REPUBLIC OF PAKISTAN

BUILDING RELATIONSHIPS & COMMUNICATION

Pakistanis prefer to work with people they know and trust. Relationships take time to grow. Pakistanis often ask personal questions as a way to get to know you as a person. If possible, it is best to answer these questions. Pakistanis do not require as much personal space as most western cultures do. Pakistanis are generally indirect communicators. Respect Seniors

 Pakistanis prefer to do business in person. Telephone seems impersonal. Be prepared to flatter and be flattered. Pakistanis prefer to converse in a noncontroversial manner, so they will say they "will try" rather than admit that they cannot or will not be able to do something. Therefore, it is important to ask questions in several ways so you can be certain whether they will do it or not.

WORKING RELATIONSHIPS IN PAKISTAN

Negative emotions are normally not shown in public. People from Pakistan are polite and not very likely to complain about their superiors or their management style. Personal problems at work are dealt with in private. Pakistanis prefer to keep their problems to themselves and tend to only discuss them with family and close friends. When communicating with Pakistanis, the persons title and surname should be used until they invite you to use the first name.

FATIMA TUZ ZAHRA BB-09-58

STRUCTURE AND HIERARCHY IN PAKISTANI COMPANIES

The most senior person tends to make the final decision in private Pakistani companies. However, in n government offices hierarchical structures are followed more strictly. Pakistani culture values the family above everything else. Therefore, Pakistanis favor doing business with people they know and trust. Besides family structures, education and experience are important qualities for a manager in Pakistan.

BUSINESS PRACTICES IN PAKISTAN

When greeting your Pakistani business partner shake hands and take your time. Introduce yourself and ask about your colleagues well-being and family, but avoid asking about their wife or daughters. During meetings and negotiations you should maintain indirect eye contact and stay calm at all times. Pakistanis tend to avoid using their hands and arms when they communicate. Instead, they will often put their hand on someones shoulder. The decision making process is very slow in Pakistani culture Foreigners often find that Pakistanis talk quite loudly but this is not an expression of anger or power.

BUSINESS MEETING ETIQUETTE

Appointments are necessary and should be made, in writing, 3 to 4 weeks in advance. Plan ahead as much as you can. The best time to schedule meetings is in the late morning or early afternoon. If at all possible, try not to schedule meetings during Ramadan. English is widely spoken and understood in major cities. You should arrive at meetings on time and be prepared to be kept waiting. Pakistanis strive for punctuality, but are not always successful.

 It is not uncommon to have a meeting cancelled at the last minute or even once you have arrived. In general, Pakistanis have an open-door policy, even when they are in a meeting. Meetings are formal. And wearing jeans is avoided. Deadlines are seen as rather flexible. During the first several meetings, business may not be discussed at all as the relationship is still being developed. Meetings are not scheduled at namaz time. Business meetings start after prolonged inquiries about health, family, etc

NEGOTIATING
Companies are hierarchical. Decisions are made by the highest-ranking person. The society is extremely bureaucratic. Most decisions require several layers of approval. Decisions are reached slowly. If you change negotiators, negotiations will have to start over. Pakistanis are highly skilled negotiators. Pakistanis can become highly emotional during negotiations Price is often a determining factor in closing a deal Pakistanis strive for win-win outcomes. It often takes several visits to accomplish simple tasks.

GIFT GIVING ETIQUETTE

If invited to a Pakistani's home, bring the hostess a small gift such as flowers or good quality chocolates. Men should avoid giving flowers to women. If a man must give a gift to a woman, he should say that it is from his wife, mother, sister, or some other female relative. Gifts are not opened when received. Gifts are given with two hands.

DINING ETIQUETTE
Dress conservatively. Arrive approximately 15 minutes later than the stipulated time when invited to dinner or a small gathering. You may arrive up to one hour later than the stipulated time when invited to a party. Show respect for the elders by greeting them first. Guests are served first. Then the oldest, continuing in some rough approximation of age order until the youngest is served. Do not start eating until the oldest person at the table begins. You will be urged to take second and even third helpings. Saying "I'm full" will be taken as a polite gesture and not accepted at face value. Eat only with the right hand.

PAKISTANI BUSINESS ETIQUETTE (DOS AND DONTS)

DO try to establish close contacts with Pakistani business partners as this will help you in your business endeavors. DO ensure, if you are a woman, that you are dressed properly. DO give and receive a gift using both hands. DONT be surprised by personal questions your Pakistani partner may ask. They do this to get to know you. So it is best to answer them. DONT be surprised if you have to take you shoes off when entering a Pakistani home.. DONT shake hands with a Pakistani woman if you are a man until she extends her hand to you.

Fatima Gill BB-09-56

Communication in UNITED STATES Of AMERICA

American Culture Values

Individualism (Apparel, Fairness, Privacy, Risk taking.) American Dream Attitude Towards Other Countries Time Differences

Business Etiquette
Firm handshake First names in first meetings Business Cards Less small talk and more about business Smoking Dont ask personal questions Saying Thankyou and Goodbye

Business Entertaining
Breakfast Meetings/Business Lunch Restaurant Tip Who pays for the business/social meal?

Gift Giving
Expensive Gifts Small gifts with company logo Ways of Saying Thank you Dinner Invitations

Contracts
Detailed, written contracts Rules and Legal Advice Getting your contract checked with your lawyer. Conflict resolution

Maha Riaz BB-09-06

American Business Values

1)Time 2)Love of competition. 3)How you use the information 4)Win/win approach 5)Facts and figures 6)Appointments 7)Get to the point quickly 8)Emails should be answered within 24 hours

Business Communication Style: NonVerbal

Look directly in the eye. Standard distance. Americans are informal. It is OK to use one hand to offer items.

Making Conversation:
Safe Topics
Where are you from? Weather. Traffic. Entertainment: movies, music. Hobbies. Food, restaurants. Sports (especially men). Work.

Topics to Avoid
religion, race, ethnicity, Never ask salary. Never ask a womans age

Idioms
Language is full of idiomatic expressions: You can't win if you don't play. back-of-the-envelope calculations belt-tightening (to) compare apples to oranges (To) drum up business

 crunch time dog-eat-dog world (to) throw cold water over (an idea, a plan (to) work down to the wire

reality check (to) plug (a product) (The) hard sell (To) jump through hoops

Aneeqa Mehmood BB-09-08

Verbal Communication in China

Some Chinese idioms

Business is business. Get the moon from the bottom of the sea. (This is spoken in a situation when someone wants to do something impossible.) If you keep using a small string you can cut down a whole tree. (If you persevere, you can finish a great task.)

Some donts in Chinese

Losing face means that one has lost his dignity, social standing, honor and trustworthiness. Always use a passive tone and voice. There is a proverb that is good for you to know, "A person needs face as a tree needs its bark."

 Try not to start confrontations by pointing your finger, blaming others, or making accusations, even when another person is totally at fault. If you are in a business situation, pull them aside instead of going crazy in public. Definitely try to avoid confrontation.

Non-Verbal Communication
Kinesics/ body language: Gestures: A proper way to ask a person to come over is to have your palm face down and moving your fingers with scratching motions. If the Chinese people want to point a finger at a person, they will point at the face or nose area.

Positive gestures
Greetings : When you meet an old person you should lower your head and bend slightly to show respect. Shaking hand is not used between people of unequal social status but between business mans and friends.

 Promise: If you put your right hand on the position of the heart means it "sincere promise".

 Thank you

Wish you good fortune

 Thank you for serving me.

Neutral Emotion
Hesitation: Confrontation with a difficult problem.

Negative Gesture
Insulting: When people show gestures like this one that means that they look down upon somebody.

Eye Contact To look at somebody while listening to him or her is a sign of showing respect. Chronemics/ Time: Not to arrive on time for a business meeting will cause the host to lose face.

Sohaib Iftikhar
BB-09-124

Business Relationships in China..

Corporate Gifts

Business Cards

Corporate Gifts
The best time to exchange gift is at the beginning of the event. Watch and wallet are acceptable gifts. Avoid expensive and luxury gifts. Stay away from cash. Buy gifts for everyone not only for an individual.

Business Cards
The best time to exchange cards is at the beginning of meeting. Do receive card with both hand. Business card should be double sided. After receiving place the card on desk. When a person presents a business card to you, do try to read it. Dont write on the back of business card.

Meeting Etiquettes
Before Meeting: Male dress code is dark suit and tie. Try to look your best before going to the meeting. Do know that Chinese people often will be late. Take appointment before going to the meeting. Take appointment 3 weeks before.

During Meeting:
The highest ranking or senior person will always step in first and the others follow. Greet the highest ranking person first. Do try to greet everyone in the group. When sitting down, the Chinese people will sit in order of rank as well. Tea will be served at the beginning of the meeting. At the beginning of the banquet, the Chinese people tend to talk about something other than business.

 Meetings mostly will take a long period of time. In a meeting, there will only be one representative on each side that has permission to speak. Interrupting a conversation while others are talking is considered inappropriate and rude. Be careful about using color in your presentation because color has special meaning to it. It is appropriate for you to take notes during a meeting.

Dining/Banquet Etiquettes
At the beginning of the banquet, people will pretend to avoid sitting at the guest of honor seat. If you know you are the guest of honor and a foreigner, then when the host shows you the seat don't hesitate to sit down. The people will eat food family style. all the empty bowls and plates will always be a pair of chopsticks. Try to pick the dish which is close to you. Dont eat with fingers.