ASO Terra Lingua - Business Etiquette in the UK

Doing Business in the UK

UK Business Etiquette

In an earlier Blog we touched the basics of Cross-Cultural Training and how important, if not to say essential it is in today’s globalized world. A typical Cross-Cultural Training at ASO Terra Lingua covers many aspects, such as Country Briefing, the Lifestyle and Social Structure of the respective country, an introduction in the Cultural Sensitivity, a brief about the local Language and of course Business Etiquette.

Business Etiquette Briefings are an integral part of every Cross Cultural Training. If you are not in tune with the local Business Behavior, you might as well stay at home because if you do not conform to the respective way of holding meetings, small talk or other hugely important part of the respective country, you will never get that big deal as you might come across as unprofessional of even annoying.

Business Etiquette in the UK

So let’s get down to business. First of all you have to understand that the UK is not one country. Business is conducted differently in lets say Wales than in Northern Ireland (both of whom are not very fond of the English to say at least).  

For the most part such differences will not be readily apparent to the visitor but it is important to avoid offending those who value their particular identity. Any form of discrimination is, of course, taboo but many Welsh and Scots - particularly in more rural areas - will take exception to being called English. Such a proud sense of local identity may also be found in the English regions furthest from London and the 'Home Counties' (the area of southeast England within 60-70 miles of London), especially the northeast around Newcastle, Merseyside, and the West Country. 

These regions also have strong local accents, and even dialects, that may be difficult for the foreign ear to pick up on first hearing. In Wales, moreover, a quarter of the population speak Welsh (a Celtic language like Gaelic and unrelated to modern English); all official notices etc. are written in both Welsh and English but Welsh is the first language of choice in many parts of Wales and many Welsh-speakers deliberately use their mother tongue to exclude ‘outsiders’ (i.e. the English). Perhaps 60,000 Scots know their own version of Gaelic but it is unlikely to be heard outside the Highlands and Islands.

There are a lot of similarities though in the approach to do business. Here are just a few which have to be observed:

The British Communication Style

 The British have an interesting mix of communication styles encompassing both understatement and direct communication. Many older businesspeople or those from the 'upper class' rely heavily upon formal use of established protocol. Most British are masters of understatement and do not use fussy language. If anything, they have a marked inclination to use ‘qualifiers’ such as 'perhaps', ‘possibly’ or 'it could be'.

When communicating with people they see as equal to themselves in rank or class, the British are direct, but humble. If communicating with someone they know well, their style may be more casual, although they will still be reserved.

E-mail is now very common, however the communication style remains more formal, at least initially, than in many other countries. Most British will not use slang or abbreviations and will think negatively if your communication appears overly familiar

Building Business-Relationships

The British can be quite reserved and sometimes prefer to work with people and companies they know or who are known to their associates. The younger generation however is very different; they do not need long-standing personal relationships before they do business with people and do not require a go-between to make business introductions. Nevertheless, networking and relationship building are often key to long-term business success.

Most British look for long-term relationships with people they do business with and will be guarded if you appear to be going after a quick deal.

Meetings

Be sure to let your British colleagues know well in advance if you plan to use an agenda for your meeting. Like this you give them enough time to review it and recommend any changes.

Punctuality is important in business situations; it’s definitely different than here in India. In most cases, the people you are meeting will be on time. Scots are extremely punctual. Call even if you will be even 5 minutes later than agreed! Having said that, punctuality is often a matter of personal style and emergencies do arise. If you are kept waiting a few minutes, do not make an issue of it. Likewise, if you know that you will be late it is a good idea to telephone and offer your apologies.

How meetings are conducted is often determined by the composition of people attending:

• If everyone is at the same level, there is generally a free flow of ideas and opinions.
• If there is a senior ranking person in the room, that person will do most of the talking.

In general, meetings will be rather formal:

• Meetings always have a clearly defined purpose, which may include an agenda.
• There will be a brief amount of small talk before getting down to the business at hand.
• If you make a presentation, avoid making exaggerated claims.
• Make certain your presentation and any materials provided appear professional and well thought out.
• Be prepared to back up your claims with facts and figures. The British rely on facts, rather than emotions, to make decisions.
• Maintain eye contact and a few feet of personal space.
• After a meeting, send a letter summarizing what was decided and the next steps to be taken

How to dress smartly for every occasion

Conservative dress is the norm for both men and women in British business culture where darker colors (black, dark blue, charcoal grey) and heavier fabrics (wool) predominate. No one wears a morning suit and bowler hat to work anymore but the traditional pinstripe is still immensely popular.

In some ways, the British often appear indifferent to both style and fashion but there remains an almost snobbish awareness of ‘quality’. Thus, senior bankers, civil servants, lawyers and accountants are still likely to shop at smart outfitters in London's West End. So make sure you wear a proper, high quality suit for your meeting, if you don’t have one, get one! I assure you, it will be a good investment!

Other occupations dress differently. For example, those in advertising or the media are prone to wearing something rather more flamboyant, though still stylish, from a leading designer. Middle management is more likely to be driven by cost than fabric or style and hence to shop in one of the High-Street chains. Women may wear trousers (including trouser-suits). Neither sex should wear denim.

Some British firms, adopting to their US counterparts have introduced the concept of ‘dress-down’ Friday with its code of ‘smart casual’ but it is not universal and it is better to err on the side of being over-dressed (you can always take off your jacket). IT departments dress down all week.

Do not imagine that the British businessman or businesswoman dresses as if he or she is about to go off hunting or shooting. Tweed, corduroy and comfortable brown brogues do belong in the country but they should remain. Similarly, with the possible exception of lairds and gillies, the Scots do not wear kilts to work; they may be strongly associated with Scotland’s cultural heritage but they are only ever seen at Highland weddings and other social gatherings and when Scottish sports supporters travel abroad. The rest is another outdated cliché.

Nevertheless, the British still like donning the appropriate uniform for certain social functions. The rules are becoming more relaxed, but London clubs and smarter hotels and restaurants may still require gentlemen to wear jacket and tie (supplied by the concierge if need be) and ladies not to wear trousers. Weddings and some dinners may be formal (if so, the invitation will state this) but, if you have traveled half way round the world to be there, no one will mind if you did not bring your morning suit or dinner jacket. On the other hand, it is relatively easy to hire suitable attire; your efforts would be appreciated and you would also feel less out of place.

Going to the UK anytime soon and got interested? Planning to do Business in Britain or want to send some of your employees there? 

We at ASO Terra Lingua will be glad to help you to make your (Business-) Trip more successful and enjoyable. Do not hestitate to contact us: info@asoterralingua.com

ASO TERRA LINGUA - CROSS CULTURAL TRAINING

WHY CROSS CULTURAL TRAINING IS ESSENTIAL IN TODAY’S WORLD

In today’s world, conduction business internationally and sending your employees to different countries, may it be to station them there or just to negotiate a deal, without a proper Cross-Cultural Training, might turn out to be a recipe for disaster.

It is absolutely essential to know how to approach a business counterpart in lets say Italy or China, to achieve the desired results. Without knowing their different approach to business, how they conduct meetings or simply how they have dinner, you might suddenly be in the situation where you have offended someone and don’t even know why.

So let me explain some facts about Cross Cultural Training (CCT) and Cross Cultural Communication:

CROSS CULTURAL COMMUNICATION – THE ORIGINS

The Cold War, the individual Eastern and Western Economies were largely self-contained because the world was polarized into two separate and competing powers. However, changes and advancements in economic relationships, political systems, and technological options began to break down old cultural barriers.

Business transformed from individual-country capitalism to global capitalism. Thus, the study of cross-cultural communication was originally found within businesses and governments both seeking to expand globally. 

Businesses began to offer language training to their employees. Businesses found that their employees were ill equipped for overseas work in the globalizing market and programs were developed to train employees to understand how to act when abroad.

 In 1974, the International Progress Organization, with the support of UNESCO and under the auspices of Senegalese President, held an international conference on "The Cultural Self-comprehension of Nations" which called upon United Nations member states "to organize systematic and global comparative research on the different cultures of the world" and "to make all possible efforts for a more intensive training of diplomats in the field of international cultural co-operation ... and to develop the cultural aspects of their foreign policy."

In the past decade, there has become an increasing pressure for universities and Companies across the world to incorporate intercultural and international understanding and knowledge into their education and training. International literacy and cross-cultural understanding have become critical to a country’s cultural, technological, economic, and political health. It has become essential for universities to educate, or more importantly, “transform”, to function effectively and comfortably in a world characterized by close; multi-faceted relationships and permeable borders.

DIFFERENT ASPECTS AND ASO TERRA LINGUAS BASIC MODULES

Misinterpretations and misconceptions are common when the same situation is viewed differently by people from different cultures. The basis of inter-cultural relations is not about changing other people, but adapting oneself to another culture. Today it is an integral part of BPO culture for those personnel who have to interact with overseas clients.

1. Country Briefing
This gives you a general insight in the respective country. Here Geographical location, Ethnic groups, Language(s), Religion(s) etc are explained.

2. Social Structure
Here you will be informed about the structure of the society, cultural differences and the community.

3. Lifestyle
This part covers typical foods, dressing, dining, social life etc.

4. Cultural Sensitivity
In this very important part you will learn about etiquette, protocol and communication styles.

5. Business Etiquette
Etiquette, manners, and cross cultural, or intercultural communication have become critical elements required for all International and Global Business executives, managers, and employees. As international, multinational, transnational, multi domestic, and global business continues to expand and bring people closer, the most important element of successful business outcomes may be the appreciation and respect for regional, country, and cultural differences - known as cultural diversity.

6. Local Usages
In this part of our training you will be given a brief introduction into the local language and its concept.

So what are you waiting for? Contact us directly for more details: info@asoterralingua.com