Lesson: Local and Global Communications in Multicultural

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Introduction:
Communication is guided by culture and context. It is predicted by the type of
culture dictated by its context. Culture is manifested in our actions and affects how we
tell the world who we are and what we believe in. It is also the basis of how we behave
in a certain communication context. The context of communication brings a better
understanding about culture in general and our own culture in particular. Context was
contextualized by Edward T. Hall, a cultural anthropologist, as anything that refers to the
stimuli, environment, or ambience surrounding an event. Our notion of context leads us
to be better able to adapt to a multicultural perspective of communication.
            Local communication is highly grounded on the cultural context. This context of
communication reflects the culture of people who are creating their self-identity and
community. On the other hand, global communication has turned to be a modifying
factor of local communication. It attempts to bring changes that affect communication
conversations.
The increasing diversity of cultures throughout the world requires the study of
intercultural communication, a discipline that focuses on how culture affects
communication. Intercultural communication concerns on the ability to understand and
value cultural differences. It considers the context of communication where people from
different cultural backgrounds interact and underscores the wide range of
communication processes and problems that naturally appear within a social context.
Language is a cultural component that is linked to intercultural understanding.
How language is used and its non-verbal forms are decoded based on culture. Hence
enhancing oral and written communication in intercultural environments is a way to
achieving intercultural competence.
 
 Varieties and Registers of Spoken and Written Language

Language Variety
           It is also called lect.
           It is any distinctive form of a language or linguistic expression.
           it refers to any of the overlapping subcategories of a language including:

a. dialect
b. register
c. jargon
d. idiolect

Varieties of English refer to the different kinds of English used around the world based

on geographical locations.
Several Major Varieties are:
American English
British English
Australian English
New Zealand English
Black English
Other Varieties are:
Singapore English
Philippine English
*These are identified as variations based on the phonological (speech sounds) and
lexical (vocabulary/grammar and construction) levels of use. Language variations are
more or less similar and while most English speakers can understand each other,
problems occasionally arise. (Manzano, et al. 2018)
 
Difference of Lect from Standard English

Lect Standard English

Developed for a number of reasons: ·         a form of the English language that
1.     Geographical = people who live in is written and spoken by educated users.
different geographic areas often develop distinct
·         it is synonymous to  good and correct
dialect – variations of Standard English.
English usage.
2.     Jargon = language from specific academic and
·         it also refers to a specific geographical
professional groups which is known to and
dialect of English  or a dialect of English
understood by members of the group.
3.     Idiolects = developed by individuals at a ·         or a dialect favored  by the most  powerful
particular period of time and prestigious social group.

 
Subcategories of Language Variety
1. Dialect - characterized as a way of speaking that differs from the standard variety of
the language.
Greek word:  dia = ‘across, between’ + legein = ‘speak’
Dialect prejudice: certain dialects gained negative connotations in the U.S., thus the
term refers to discrimination based on a person’s dialect or way of speaking.
 
According to Carolyn temple and Donna Christian in their article, “Applied Social
Dialectology:
“… dialect prejudice is endemic in public life, widely tolerated and institutionalized in
social enterprise that affect almost everyone such as education and media.”
There is limited knowledge about and little regard for linguistic study showing that all
varieties of a language display systematically and that the elevated social position of
standard varieties has no specific linguistic basis.
 
 2. Register is the way a speaker uses language differently in different circumstances. It
is the level and style of your writing, and it should be appropriate to the situation you are
in. It determines the vocabulary, structure and grammar of your writing.
Observe how you speak with a friend and compare it with the way you should speak before an
audience or during an interview; it varies formality. This variation is called stylistic variation
known as register in linguistics.
Factors which determine Registers:
 social occasion
 context
 purpose
 audience
- They are marked with a variety of specialized vocabulary and turns of phrases,
colloquialisms, the use of jargon and difference in intonation and pace.
- Registers may be extremely rigid or very intimate depending on the following:

1. grammar
2. syntax
3. tone
 Forms of Language Register
 

1. Formal Register – is more appropriate for professional writing

                                    - is impersonal
*This form of language register is most appropriate in professional and business writing.
It entails the use of formal writing which seems to be the most difficult type of writing.
Not all professionals are good at it because of the many complexities that writing
requires. It is impersonal which means that it requires strict implementations of rules in
standard writing and is written without considering emotions. (Manzano, et al. 2018)
Examples:
o Business letters
o Business reports
o Announcements
o Some essays
o Official speeches
o Professional emails
Rules of Formal Language Register:

a. Do not use contractions – cannot instead of can’t; have not instead of haven’t

b. Spell out numbers less than one hundred – nineteen, seventy-eight, twenty-two,
six
c. Write in the third person point of view – avoid using: I, we, you, us
d. Avoid using too much passive voice – Passive: The bone was eaten by the dog;
Active: The dog ate the bone
e. Avoid using slang, idioms, exaggeration, and clichés – awesome/cool, ok/okay,
check it out
f. Avoid abbreviations and acronyms – Department of Education (DepEd),
influenza (flu)
g. Do not begin a sentence with words like and, so, but, also – Use these words
instead: Nevertheless, Additionally, However, In addition, As a result of, Although
h. Always write in complete sentences.
i. Write longer, more complex sentences. – *Longer and complex sentences are
acceptable as long as they do not become wordy. Write using substantial and
meaningful sentences.
2. Informal Language Register – is conversational
Informal writing is written in the way we talk to our friends and family. This form is used
when writing to someone you know very well.
Examples:
o Personal emails
o Short notes
o Most blogs
o Phone texts
o Friendly letters
o Diaries and journals

3. Neutral Register – is not necessarily formal or informal

                                          - is used to deliver facts
Some writings are written in a neutral language, which means that they are not
specifically formal or informal, positive or negative. The neutral language register is
used with non-emotional topics and information.
Examples:
o Reviews
o Some letters
o Technical writing
o Articles
o Some essays
o Some reports
 

3. Jargons
 refers to the specialized language of a professional or occupational group. 
 Such language is often meaningless to outsiders.
 George Packer describes jargon in a similar vein in a 2016 article in the New
Yorker magazine:
“Professional jargon—on Wall Street, in humanities departments, in government offices
—can be a fence raised to keep out the uninitiated and permit those within it to persist
in the belief that what they do is too hard, too complex, to be questioned. Jargon acts
not only to euphemize but to license, setting insiders against outsiders and giving the
flimsiest notions a scientific aura.”
  
In other words, jargon is a faux method of creating a sort of dialect that only those on
this inside group can understand.
Jargon has social implications similar to dialect prejudice but in reverse:
 It is a way of making those who understand this particular variety of language
more erudite and learned;
 those who are members of the group that understands the particular jargon are
considered smart, while those on the outside are simply not bright enough to
comprehend this kind of language.
 
 

Types of Lects
 

1. Regional dialect:A variety spoken in a particular region.

Examples:
 Ilocano
 Chavacano
 Waray
 

2. Sociolect: Also known as a social dialect, a variety of language (or register) used

by a socioeconomic class, a profession, an age group, or any other social group.
Examples:                  
 gay lingo
 jejemon

3. Ethnolect:A lect spoken by a specific ethnic group.

Example: Ebonics (the vernacular spoken by some African-Americans).
 

4. Idiolect:The language or speech pattern of one individual at a particular period of

time.
Example, one would say:
  “buhfor” instead of “before”
            

Cultural Practices and Nuances

 

Korea
In a country where almost half the population have the same last name, you may be
forgiven for becoming a little confused about who is who and what is what. Valuable for
anyone researching Korean culture, customs, language, society, manners, etiquette,
values, business norms and essentially wanting to understand the people better.
Whether visiting South Korea on business, for tourism or even hosting Korean
colleagues or clients in your own country, this guide will help you understand your South
Korean counterparts, improve communication and get the relationship off to the right
start. How do we know all this information? Well, we are experts in cultural awareness
training courses on Korean culture!

FACTS AND STATISTICS

 Location: Eastern Asia, southern half of the Korean Peninsula bordering the
East Sea and the Yellow Sea
 Capital: Seoul
 National anthem: Aegukga
 Nationality: Korean
 Ethnic Make-up: Homogenous (except for small percentage of the population
who are from elsewhere but reside in the country permanently). It is one of the most
racially pure countries in the world.
 Population: 50,924,172 (July 2016 Est.)
 Population growth rate: 0.53% (2016 Est.)
 Climate: temperate, with rainfall heavier in summer than winter
 Time Zone: Korea Standard Time UTC (UTC+09:00)
 Currency: South Korean ‘won’
 Government: Republic
 Internet penetration: 92.1% (2016)
 LANGUAGE IN SOUTH KOREA
Koreans share one language, with approximately seventy million people around
the globe speaking Korean.
The language structure, grammar and vocabulary are similar to Japanese. Dialects are
regional; differing mainly in accent, but are so similar that comprehension for speakers,
or listeners, is not an issue. Key difference in dialect are also attributed to social status.
Korea has one of the highest literacy rates in the world due to the phonetic nature of the
written language which was invented in the mid-fifteenth century to give one language
to Koreans.
 
SOCIAL CUSTOMS & ETIQUETTE TIPS FOR SOUTH KOREA
The Concept of Kibun
 Kibun is a word with no literal English translation; the closest terms are pride,
face, mood, feelings, or state of mind.
 If you hurt someone's kibun you hurt their pride, cause them to lose dignity, and
lose face. Korean interpersonal relationships operate on the principle of harmony.
 It is important to maintain a peaceful, comfortable atmosphere at all times, even if
it means telling a "white lie".
 It is important to know how to judge the state of someone else's kibun, how to
avoid hurting it, and how to keep your own kibun at the same time.
 In business, a manager's kibun is damaged if his subordinates do not show
proper respect. A subordinate's kibun is damaged if his manager criticizes him in public.
 Nunchi is the ability to determine another person's kibun by using the eye.
 Since this is a culture where social harmony is crucial, being able to judge
another person's state of mind is critical to maintain the person's kibun. Nunchi is
accomplished by watching body language and listening to the tone of voice as well as
what is said.
Naming Conventions
 In South Korea names operate in the reverse of Western cultures; Family name
(surname), a second family name shared by all of that generation, and finally their given
name.
 It is considered very impolite to address a Korean with his or her given name.
They should be addressed using their professional titles, or Mr, Mrs Etc, until
permission is given otherwise.
 Meeting & Greeting
 Bowing is the traditional way to greet in South Korea
 Handshakes often accompany the bow among men
 Your left hand should support your right forearm when shaking hands
 Korean women do not always shake hands and may slightly nod instead of a full
bow
 Always bow to individuals when departing
 
Communication style
 Communication can be complicated in South Korea due to an inherent dislike of
saying ‘no’ as it is considered poor etiquette
 Discussions can be prolonged due to the avoidance of declining or refusing
 If disquiet is verbally or visibly displayed it is a sure sign that something is amiss
 Good posture and positive body language is most beneficial in meetings;
patience and politeness must be maintained throughout
 Do not use excessive or overt body language
 Use two hands, or support your right arm with your left, when passing on
business cards, gifts, or when receiving an item
 Respect, trust and satisfaction are displayed through a deeper bow

Personal Space
 It is insulting for Koreans to be touched by someone with whom they are
unfamiliar; don’t pat them on the back or hug them
 Prolonged, direct eye contact can be inferred as a challenge and is seen as
impolite, especially when dealing with others of a higher social standing
 Keep your body within its own personal space; avoid extended or crossed legs
and limit arm movements when explaining something so as to evade others’ personal
space
 If calling someone over to you do not point with your index finger, instead use
your hand palm down in a claw movement
 In cities (especially Seoul) pushing, shoving and touching are regular
occurrences – don’t be offended by the lack of apologies
 Friends, of both sexes, will often walk arm in arm together, especially teenagers
and the younger generations

Gift Giving Etiquette

 Koreans are generous people and enjoy giving gifts

 Accept the gift with both hands – but never open the gift immediately, wait until
the giver is absent
 Return the favour and offer something of a similar value. Koreans enjoy Western
gifts and items so be prepared before leaving home
 If giving gifts be sure to wrap and present them in an attractive way. Avoid using
dark wrapping paper, especially red, instead choose bright yellow/green
 If invited to a Korean home always take the hostess a gift; chocolates, sweets,
cakes or flowers but preferably not alcohol
 Gifts are often given at the first business meeting and the host should present his
first. To reciprocate, give good quality alcohol such as scotch, or desk accessories
 Do not give overly expensive gifts as Koreans feel indebted to give as they
receive
 Avoid gifts such as knives, scissors, sets of four, and red writing (these are seen
as ‘cutting ties’ and signifying death respectively)

Dining & Food

 Always wait to be seated by your host. If given the seat of honour (looking at the
front door) it is polite to demonstrate a slight objection
 Elders are served first and begin the dining process
 Food and dining are important parts of Korean culture and are used to build
relationships. Be sociable and work at shaping good associations for pleasure
and business as they are interlinked
 Don’t pour your own drink, although it is considered good manners to pour
another’s. Women often pour for men but not for other women. Rather than refuse more
drink (remember, Koreans don’t like outright refusal) simply leave your glass part full, as
opposed to empty
 Do not tip if you see a ‘no tipping’ sign
 There are often prolonged periods of silence during Korean meals – socialising
can happen once everyone has feasted
 Don’t forget to pass and receive food with two hands or with just your right if it is
supported by your left
 When it comes to settling the bill, the invitee may offer to pay but the host will
generally pay for everyone.
 If you are invited to continue after dinner with drinks or a party, don’t refuse this
invitation.
 On occasion you may be asked to sing a solo after dinner. Try not to refuse this
request, instead sing with enthusiasm and spirit
 Do not point with your chopsticks, or leave them sticking out of your bowl
 The national drink of Korea is ‘Soju’, a clear vodka-like drink that is generally 18-
25% alcohol

Visiting a home

 Always remove your shoes before entering a Korean home (in recent years there
has been an increase in Western culture and this may not always be the case - follow
the lead of your host if unsure)
 It is possible to arrive up to thirty minutes late without causing offence but
punctuality is highly respected
 Remember, never pour your own drink. The host will do this in your presence
 Being invited into a Korean’s home is considered an honour (especially if it is for
a meal) so it is essential to treat it as such. Be polite, respectful and observe their
customs
 Bring a gift to reciprocate your host’s kindness
 Once the party is over you will usually be escorted to your car or the gate by the
host. This is a sign of respect
 
Taboos in South Korean Culture
 Do not wear your shoes in places of worship or peoples’ homes
 Do not put your feet on furniture
 Do not eat or drink in public places while walking
 Do not place your thumb between your middle and index finger while making a
fist as this an obscene gesture
 Do not use red ink. This is a symbol of death and is reserved only for writing the
names of the deceased. It is considered unlucky and suggests you wish death to the
recipient
 Do not use the number four if at all possible – if giving gifts, do not give four of
something. It is considered unlucky due to the similarity between the Korean word for
death and the pronunciation of the word ‘four’
 Do not stand too close to people you are meeting for the first time – keep an
arms length between you

BUSINESS CULTURE, ETIQUETTE AND PROTOCOL IN SOUTH KOREA

If you are considering doing business in South Korea, or with a South Korean, it is
essential to understand their culture and business etiquette to maximise your potential
and avoid any unnecessary awkwardness.
Korean culture is profoundly influenced by Confucian principles and this pervades not only
personal lives, but also business. Confucianism supports group harmony, respect for elders and
authority, the importance of family, friendship and ancestors, and also, tradition. Kibun
(equivalent to face, or honour) is highly significant to Koreans and they will always attempt to
maintain their Kibun, or personal dignity. Confrontation is to be avoided at all cost as once Kibun
is lost it cannot be regained.
In South Korea, good relationships are crucial to success both in personal and business circles,
and these are assimilated within the business world. Korean’s make friends first, and clients
second. To make the most of your business acumen you must also appear trustworthy,
honourable and respectable in a social and business setting.
Korean business is founded upon relationships; even large corporations are often family
managed with members still acting in executive positions. The Confucian principles
regarding respect for age, family, rank and tradition have ensured the continuance of this
system. There have been recent calls for reforms, due to economic downturns, in Korea
but this will take time due to the entrenched systems in place.
Alongside the formal power structures in place within a company one must learn to recognise,
and assess, the informal structures which may be based on long-standing family ties, personal
relationships and allegiances.  Insight into these practises will ensure a greater comprehension
of Korean business etiquette.
 
What to wear?
 Dress is conventional and conservative for both women and men
 Dark suits, white shirt and tie are accepted as the norm for men
 Suits, dresses, or blouse and skirt are acknowledged for women. Trousers are
not generally worn for business
 Women should avoid sleeveless, tight-fitting garments
 Colours should be understated and traditional
 Good quality accessories are accepted
 Be aware that winter can be very cold, and summer very hot, in South Korea

Titles
 As discussed previously, Koreans have three names; they are used in order of
surname, generation name, and then given name.
 If unsure address people as Mr_____ (surname) or surname ______ and then
their title (teacher, professor, etc)
 Generally, Koreans will offer you their name, which may be a westernised
version of their Korean name

Business cards
 Business cards are considered important and ritualistic in Korea
 It is advisable to have one side printed in English and the other in Korean
 Give and receive cards with both hands, with the Korean side uppermost for
ease of reading
 Take time to read and examine the cards you are given – it is respectful
 Place cards in a holder to keep them safe and show you are treating them well
 Never write on or mark the cards you are given

Meetings
 Organise your meeting ahead of time, giving plenty of notice
 Arrive punctually and be prepared
 The most senior Korean will enter and be seated first
 As Koreans live and conduct business within a Confucian framework, initial
meetings are often used in an introductory fashion and business may be instigated later
 Do not show impatience at this stage as these pleasantries are a way of getting
to know you
 Only remove your jacket once the senior Korean does
 Choose delegates who are on par with their Korean counterparts – this shows
respect and knowledge
 Exchange business cards in a respectful manner after the initial introductions
 Ask open ended questions that do not require a yes or no answer as Koreans
dislike refusals

Negotiating
 Allow the senior Korean to instigate business discussions
 Phrase questions in a manner that allows for discussion (Ask ‘When can we
expect delivery?’ And not, ‘Will delivery be within two weeks?’)
 Avoid using an outright ‘No’ in response to questions
 Be aware of others’ Kibun – do not force an issue if you sense reluctance as you
may harm you own dignity and lose their respect
 Always show respect for senior colleagues and management
 There are often times of silence during meetings, try not to break these as they
are moments of contemplation and show consideration for others
 Avoid a hard sell and forceful negotiations – remember Kibun
Management
 Korean business and personal lives are based upon strict hierarchical structures
 Confucianism supports this structure within the family and workplace
 Older and senior delegates should be deferred to at all times
 'Sonsaengnim' means "respected person" and is frequently used when
addressing someone of a higher position
 In South Korea managers take a paternalistic role with employees and may be
familiar with staff in a personal manner
 This allows for a mutual respect and understanding so don’t be put off if asked
questions of a personal nature
 UAE (United Arab Emirates)

Whether visiting Abu Dhabi on business or Dubai for tourism or even hosting Emirati
colleagues or clients in your own country, this guide will help you understand your
counterparts, improve communication and get the relationship off to the right start.

FACTS AND STATISTICS

 Location: Middle East, bordering the Gulf of Oman and the Persian Gulf, between
Oman and Saudi Arabia.
 Capital: Abu Dhabi.
 Flag: The flag of the United Arab Emirates was adopted in 1971. Its colours of red,
green, white and black represent the unity of the Arab countries.
 National anthem: The National Anthem of the United Arab Emirates is also known
as Ishy Bilady (Long Live my Nation) It was adopted in 1971 when the UAE was first formed and
composed by Mohammed Abdel Wahab as an orchestral piece. It was not until 1996 that the
lyrics written by Arif Al Sheikh Abdullah Al Hassan were officially adopted.        
 Nationality: Emiratis.
 Ethnic Make-up: Emirati 11.6%, South Asian 59.4% (includes Indian 38.2%,
Bangladeshi 9.5%, Pakistani 9.4%, other 2.3%), Egyptian 10.2%, Philippine 6.1%, other 12.8%
(2015 est.)
 Population: 6,072,475 (July 2017 est.
 Population growth rate: 1.2% annual change (2016).
 Climate: Desert; cooler in The eastern mountain area.
 Time Zone: Gulf Time Zone – UTC+4:00
 Currency: Dirham.
 Government: Federal Constitution.
 Internet penetration: 70.0% of the population – est 2011
BASIC INTRODUCTION
The United Arab Emirates was formed as an independent federation on December 2nd,
1971 and originally included six countries: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al
Quwain and Fujairah.
The following year Ras al-Khaymah joined the federation. The Sheikhdoms also known as the
Trucial States were formerly a British Protectorate from 1820 until they achieved independence
in 1971. In the 18th and early 19th Century, the Trucial coast (south-eastern Persian Gulf) was
known in the West as the ‘Pirate Coast’ as shipping vessels in the area were frequently targeted
by local tribal inhabitants. The British Government retaliated and were successful in bringing
matters under control. These events led to the creation of the ‘General Treaty of Peace’ in 1820
which established Britain’s obligation to maintain peace in the Gulf.

Since the second half of the 20th Century, the discovery of oil has been a driving force in the
economy of the UAE. The international finance and banking crisis in 2008 saw a severe
economic slump in UAE and they narrowly avoided being caught up in the so called ‘Arab
Spring’ that ricocheted around the Middle East in 2010. As a response to the crisis, the UAE
embarked upon an ambitious programme of economic and political reform. The poorer areas of
the UAE received significant investment to improve the infrastructure and raise educational
standards.
The UAE is a member of the US-led anti-Islamic State coalition along with 61 other states.
LANGUAGE IN THE UAE

 
Arabic is the official language of the UAE although English is widely spoken and
understood.
Since the UAE is home to a large expatriate community, a number of other languages are
widely spoken which primarily include:  Persian, Hindi, Urdu, Bengali and Chinese.
 
 
SOCIAL CUSTOMS & PROTOCOL

Naming conventions:
 The first name is the personal name followed by ibn which means son of and the name
of the father, then followed again by ibn meaning the name of the father of his father. This is
then followed by the family name.
 Where a daughter is concerned the ibn becomes bint. Her first name followed by bint
(daughter of) father’s name, then ibn to indicate the grandfather’s name followed by the family
name.
 When a couple marry, the wife retains her family name and children will take the name
of the father.
 In modern times ibn and bint are often only used in official circumstances.  Additionally,
addresses are likely to only included son or daughter of the father as opposed to both father and
grandfather, e.g. the first prime minister of the UAE was addressed as Sheikh Maktoum bin
Rashid Al Maktoum

Meeting & Greeting:

 A long but steady handshake is common. Ensure you only use your right hand.
 Greetings between individuals of the same gender who know each other well are often
warm and include hugs and embraces.
 Arab men or women may decline to shake the hands of those from the other sex.  This is
a religious adherence practiced by many male and female Muslims.  It is not personal and it
should not be taken offensively. We suggest therefore, that men wait to see if a female offers
her hand prior to offering his. 
 Likewise, if a female offers her hand and it is refused by a male, then we suggest the
use of a gesture that is often used across the Muslim world as an alternative greeting whereby
the right hand is placed flat over the heart, coupled with a brief nod of the head and a smile.
 It is polite to greet the oldest or most senior members of the group first.

Communication style:
 Small talk is common, indeed expected, and is often the prelude to business discussion.
 Business is conducted on the basis of trust in the UAE and will fall short if individuals try
to hurry on to business matters to hastily.  Take the time to get to know your counterpart by
asking generic questions and showing an interest in them personally.  Ask about their children,
their school, sporting interests, trips abroad etc. 
 It may take a good few meeting and a restaurant visit before your counterpart will feel
ready to move into any business transactions with you.
 Genuine flattery will never go amiss
 Be aware of hierarchal structures and show due respect to those in a higher position.
Use titles where appropriate.
 Never criticize Islam, the ruling classes or local traditions.
 Never sit in a position that shows the soles of the feet. To do so is an insult as feet are
considered dirty.

Personal Space:

 Maintain eye contact with people of the same sex.

 Men should show courtesy and respect for women. Never make prolonged eye contact
with a woman or compliment her on her appearance or dress.  
 It is not uncommon for men to greet other men with a kiss or a nose rub. Male friends
often link arms or hold hands.
 Members of the opposite sex do not embrace or kiss in public

Gift Giving:
 All gifts should be of a high quality. Good perfume is acceptable even for men who take
a pride in the appearance and status but such a gift for a woman should
  only be given by another woman.
 Gifts with a personal touch that show thoughtfulness are very acceptable.
 Never give alcohol, pork products, knives or dog related items.

Dining & Food:

 Dining in the UAE is a very social affair and can be a means to doing business also.
 It is considered polite to arrive fifteen minutes late.
 Expect to eat with the right hand – the left hand is considered dirty. However, if you are
left-handed it is acceptable to eat with a utensil in the left hand. Arabs may eat with their hand
only and without utensils.  Hand cleanliness is therefore very important.  
 Some families prefer to be seated on cushions on the floor.
 It is not considered polite to decline the offer of more food.
 If eating with utensils, place the cutlery facing up in the middle of the plate on finishing
the meal.
 If dining in a restaurant give more than the service charge – up to 10% is acceptable.
 Taboos:  
 Do not discuss religion or criticize Islam.
 Men should not stare at women or offer compliments
 Do not go outside scantily dressed
 Non-Muslims should not enter a mosque or touch a Qu’ran
 Kissing or cuddling in public is strictly prohibited and such conduct can result in arrest.

BUSINESS CULTURE & ETIQUETTE TIPS

What to wear:
 Dress conservatively. Men should wear a neat suit and tie.
 Women should dress smartly and modestly ensuring that their arms are covered
regardless of temperature.
Titles:
 The Emiratis expect formality and respect.
 Position is important and should be recognized.
 Expect to be addressed by your title and be sure to research the position and titles of
those with whom you do business. It is polite for instance, to address the head of the
department or company as ‘Sheikh’.
Business cards:
 Business cards are given before the meeting and should be printed in Arabic on one
side. The Arabic side should be presented first.
 Present and receive business cards with your right hand.
Meetings:
 Appointments should be made at least two weeks ahead and confirmed a day or two
before the meeting is due to take place.
 It is not unusual for a meeting to take place in a café or restaurant.
 Punctuality is important and deemed respectful.
 Informal ‘small talk’ prior to the start of business is common and is essential to building
relationships.
 Face is important to the Emirates so that any criticism or conflict should be strictly
avoided.
 It is not unusual for meetings to seem a little disorganized and interruptions are not
uncommon. An individual unrelated to the meeting may therefore join the meeting for a period
and the subject may change accordingly.  You may also find that some individuals make or
receive calls during the meeting.
Negotiating:
 Building relations in UAE and personal contacts are paramount to successful business. If
you have not taken the time and made the effort to build a positive relationship with your
counterpart then it’s unlikely that they will trust you sufficiently to negotiate with you.
 Any business agreements should be passed by a lawyer before signing on the dotted
line.
 If there is some doubt about the outcome of negotiations this should not be expressed
too negatively and the word ‘no’ is best avoided.
 Do not use high pressure tactics as these will not be tolerated and are likely to
negatively impact proceedings.

Management:
 Be aware that the work week in the UAE runs from Sunday to Thursday.  Friday and
Saturday are weekend days.
 Government office hours are typically between 07:30 and 15:00, although private office
hours are typically open for longer and often finish as late as 21:00.  However, where this is the
case, a three to four-hour break at some point in the day is given.
 The boss often holds a fairly paternalistic role. As such, it’s not uncommon for
conversations to be move to more personal matters during discussions between boss and team
member.
 Managers tend to be slightly more conservative in the UAE and, as such, this may affect
the speed and nature of change.
 Although timescales and deadlines are broadly adhered to, less priority is given to them
compared to Western cultures.  If therefore, you are a Westerner doing business in the UAE,
then you may wish to, gently and politely, reinforce any deadlines.
 In family owned companies, deference is paid to the head of the family who will also
most likely be the key decision maker.
 Managers will typically consult stakeholders during the decision-making process. 
Responsibility for implementation will then be passed to subordinate team members.
 Do not question the boss in a way that puts him / her on the spot as this will potentially
cause a loss of face and will not be well received.

UK (United Kingdom)
FACTS AND STATISTICS
 Location:  Western Europe
 Capital:  London
 Flag: The national flag for the UK is known at The Union Jack and represents the three
older nations of Great Britain with the red cross of St George (patron saint of England), the
white saltire cross of St. Andrew (patron saint of Scotland), and the red saltire of St. Patrick
(patron saint of Ireland - Northern Ireland being part of the United Kingdom)
 National anthem: God Save the Queen is the patriotic song dedicated to the reigning
monarch of The United Kingdom
 Nationality: English, Irish, Scottish or Welsh (or just British which covers all of them)
 Ethnic Make-Up: white 87.2%, black/African/Caribbean/black British 3%, Asian British:
Indian 2.3%, Asian/Asian British: Pakistani 1.9%, mixed 2%, other 3.7% (2011 census)
 Population: 65,511,098 – 2017
 Population growth rate: 0.8% annual change (2015)
 Climate: Temperate; moderated by prevailing southwest winds over the North Atlantic
Current; more than one-half of the days are overcast.
 Time Zone: Greenwich Mean Time (GMT) Britain operates daylight saving time (DST)
which begins on last Sunday in March; ends last Sunday in October and puts the clock ahead of
GMT by one hour
 Currency: Pound Sterling, known as the Pound or Great British Pound (GBP)
 Government: parliamentary constitutional monarchy
OVERVIEW OF THE UK
The United Kingdom includes England, Scotland, Wales and Northern Ireland.
Historically the country was a forerunner in the developing world and, at its peak during
the 19th Century, had an empire that stretched across the globe.
They have led the way in science, literature and industry. However, the influence and power of
Great Britain began to erode in the first half of the 20th Century with two world wars. This had its
consequences in the gradual breakup of the Empire during the second half of the century since
when, the UK has re modelled itself into a leading, wealthy European nation.
The UK is one of the five permanent members of the UN Security Council which was created on
24th October 1945 and a founding member of NATO and the commonwealth. The UK takes a
global stance in foreign policy.
Until June 2016, the UK played an active part in the European Parliament after joining in 1973
although they chose not to enter into the Economic and Monetary Union. Following a national
referendum on June 23rd 2016, the UK narrowly voted to leave the EU (known as Brexit)
although this will not be complete for some years.  It is largely thought the vote to leave was
driven by perceived ‘bureaucracy’ in Brussels, the centre of the European Parliament and
concerns regarding immigration.

LANGUAGE IN THE UK
English is the main language spoken by approximately 98% of the population in the UK
with numerous dialects. Accents can vary tremendously from south to north, even
occasionally confusing Brits themselves.
There are some regional language speakers including Scottish Gaelic, Irish Gaelic and Welsh.
The latter is one of the most widely spoken regional languages.
As a multi-national country, the UK has a number of other languages spoken across the
country. The second most spoken, non-native language in the UK is Polish. The next commonly
spoken languages come from India and Pakistan: Punjabi, Bengali and Gujarati. These are
followed by Arabic, Chinese, Portuguese and French.
SOCIAL CUSTOMS & ETIQUETTE
 Naming conventions
 In the UK, the first name is also known as ‘the Christian name’, although this has little to
do with religion today. This is traditionally followed by a middle name and then the family name
which in the UK is known as the surname.
 In previous centuries children tended to be named after a member of the family or a
religious figure. Catholic families, in particular, tend to name their children after saints.
 In modern times, children are often given names that are liked by the parents and which
have no particular significance regarding family or religion. Some children are named after
famous football stars, singers or film actors.
 Traditionally when couples marry the woman takes her husband’s name as her surname
but some couple now choose to amalgamate their names which is referred to as a double-
barreled name.  

Meeting & Greeting

 Although the British may appear on the surface to be reserved and perhaps even aloof,
they are in fact friendly people and welcoming to foreign visitors.
 The etiquette when greeting is to shake hands with all those present, even children.
 At social or business meetings, it is polite to also shake hands upon leaving. Hand-
shakes should not be too hearty, just a light friendly touch.
 Last names should be used with the appropriate title unless specifically invited to use the
first name.

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 effusive language. If
anything, they have a marked tendency 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 modest. If communicating with someone they know well, their style may be
more informal, although they will still be reserved.
 Written communication follows strict rules of protocol. How a letter is closed varies
depending upon how well the writer knows the recipient.
 Written communication is always addressed using the person's title and their surname.
First names are not generally used in written communication, unless you know the person well.
 E-mail is now much more widespread; 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.
 Gift Giving

 It is customary to take a small gift for the host if invited to their home. This is usually
either a bottle of wine, flowers or chocolates. Some people may send flowers in advance of a
dinner party but it is equally acceptable to take them on the day. Gifts are opened on receipt.
 It is not usual for gifts to be exchanged in a business setting.

Dining & Food

 Table manners are Continental, i.e. the fork is held in the left hand and the knife in the
right while eating.
 The fork is held tines down so food is scooped on to the back of the fork. This is a skill
that takes time to master.
 Remain standing until invited to sit down. You may be shown to a particular seat.
 Do not rest your elbows on the table.
 If you have not finished eating, cross your knife and fork on your plate with the fork over
the knife.
 Indicate you have finished eating by laying your knife and fork together at the clock
position of 6.30.
 Toasts are given at formal meals when the host will raise a glass (usually wine but a soft
drink is acceptable) and will invite the guests to commemorate a person or event. The guests
then raise their glass and repeat the toast before taking a sip of their drink.
 When in a pub, it is common practice to pay for a round of drinks for everyone in your
group.
 If invited to a meal at a restaurant, the person extending the invitation usually pays. It is
important to arrive on time. Do not argue about the check; simply reciprocate at a later time.
 Do not wave your hand or call out to summons a waiter if in a restaurant.

Visiting a home
 Unlike many European cultures, the British enjoy entertaining people in their homes.
 Although the British value punctuality, you may arrive 10-15 minutes later than invited to
dinner.
 It is not always required to remove your shoes when entering a British home, but it is
recommended that you ask upon entry whether or not shoes can be worn.
 Taboos
 Do not rest your elbows on the table.
 Do not stare.
 Do not be overly familiar with people you do not know well.
 Do not ask personal questions such as how much someone earns, who they voted for
etc.
 Do not speak too loudly or cut into a conversation.
BUSINESS CULTURE & PRACTICE

What to wear?
 Although the rules on business wear have changed in the last decade and some
professions are less formal, more conservative businesses still expect men to wear a suit and
tie and women to dress smartly.
 This may involve a smart, unfussy dress and shoes but it is also acceptable for women
to wear trousers, a smart blouse and jacket.

Titles
 In addition to formal professional titles, (such as doctor or professor), it is polite to refer
to men with ‘Mr’ and women as ‘Mrs’ (if married) or ‘Miss’ (if unmarried).
 Formal titles should be used in business unless otherwise stated.
 
Business cards
 These are usually given at the end of a meeting.
 There is no ceremony as to business card giving in the UK.
 Do not be surprised if someone writes on your business card.

Meetings
 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 brief eye contact
with the team members to encourage a feeling of inclusion.
 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 a few feet of personal space.
 Always be on time to a meeting if not a bit early.
 If you have hosted the meeting then you should send an email summarizing what was
decided and the next steps to be taken.
 Negotiating
 Major decisions are made from the top and will be passed down the chain of
management.
 Any hard selling or confrontation is ill-advised.

Management
 The style of management in the UK has been changing over the past few decades from
what may be perceived to be stuffy, conservative values to a more open and progressive
approach recognizing the significant role played by the employees.     
 Where meetings are concerned, it is important to treat all people with respect and
deference and that time should not be wasted.
 Always arrive promptly prepared for the discussions on the content of the business at
hand.
 Although some organizations will appear to be hierarchical people within the company,
whatever their position, play an important role in the decision-making process for the greater
good of the company.
 Employees expect to be consulted on issues that affect their working environment and
morale.
 USA (United States of America)

This is a country so large that it has six time zones – indicative of the many regional and
geographical distinctions. Understanding America through popular culture, media and
politics will only ever offer skin-deep insights. Our guide is valuable for anyone researching
American culture, customs, language, society, manners, etiquette, values and essentially
wanting to understand the people better.
FACTS AND STATISTICS
 Location:  North America, bordering both the North Atlantic Ocean and the North Pacific
Ocean, between Canada and Mexico
 Capital: Washington, DC
 National anthem: The Star-Spangled Banner
 Nationality:  American
 Ethnic Make-up:  White American (72.4%), African American (12.6%), Native American
(0.9%), Asian American (4.8%) (2010 Census)
 Population: 324,700,000 (March 2017)
 Population growth rate: 0.75%
 Climate: mostly temperate, but tropical in Hawaii and Florida, arctic in Alaska, semiarid
in the great plains west of the Mississippi River, and arid in the Great Basin of the southwest.
 Time Zone: There are 4 standard times zones as follows - Pacific Time UTC -8:00 /
-7:00: Mountain Time UTC -7:00 / -6:00: Central Time    UTC -6:00 / -5:00: Eastern Time UTC
-5:00 / -4:00
 Currency: US Dollar
 Government: Constitution-based federal republic
 Internet penetration: 84.2%
LANGUAGE IN AMERICA
There is no official language in the USA although English (specifically American English)
is the primary language used for legislation, regulations, executive orders, treaties,
federal court rulings, and all other official pronouncements.
Due to the large number of immigrants that make up the population America is very much a
multilingual nation. Per the American Community Survey 2011, endorsed by the United States
Census Bureau, the top 5 spoken languages in America are:

1. English – 230 million

2. Spanish – 37.58 million
3. Chinese – 2.88 million
4. French – 2.05 million
5. Tagalog – 1.59 million
 SOCIAL CUSTOMS & PROTOCOL

Naming conventions
 Family, friends and colleagues use first names.
 Nicknames are also common.
 In formal situations you would use your name & surname or that of the person you are
introducing, for example, “Please meet Jane Doe.” Mr or Mrs may also be used in more
conservative states.
 Within work situations use professional titles when addressing others, i.e. “Nice to meet
you Professor Lacey.”
 Do not use professional titles when introducing yourself.

Meeting & Greeting

 American greetings are generally quite informal and casual.

 It is becoming more common in social situations not to shake hands upon meeting and
simply smile or nod.
 When people are introduced handshakes are common accompanied with a “How d’ya
do?”, “How you doing?” or “How are you”? depending on where in the US you are.
 Within business handshakes are generally expected when meeting and leaving.
 Pleasantries are exchanged out of courtesy rather than being genuine.
 Rather than say “bye” Americans may also use terms such as “call me some time,” “let’s
do lunch” or “see you around” as politer ways of departing.
 If introducing someone, use their full name and a bit of information about them, for
example, “This is Larry Whyte; he works at the local school as a science teacher.”

Communication style
 Americans can come across as self-interested, aggressive and rude to some outsiders.
 This is down to the US communication style which is influenced by the need to be direct,
clear, transparent and open about matters.
 Plain and simple talk is very much valued in America.
 Americans see coded, indirect communication which relies on body language as
confusing and unnecessary.
 The emphasis within communication is on the facts at hand and not the relationships –
thus the term, “It’s just business.”
 Americans are much more open in conversation about private affairs than many other
cultures and do not shy away from asking direct questions.
 Personal Space

 Americans do not tend to like close contact with others.

 2-3 feet of personal space during conversations is the norm.
 For most Americans there is little or no touching ever with others although within some
communities this may be much more common within the community itself.  This will also be
different between good friends and family.
 In public, such as in parks or on the bus, people try to give one another space.

Gift Giving
 Americans do not really have any customs or taboos concerning gifts.
 Gifts are usually given for special occasions or between friends and family.
 Gifts within business are generally discouraged due to anti-bribery policies.
 Cash should never be given as a gift.
 If visiting a house, bring flowers, a potted plant, a fruit basket, chocolate, wine, a book or
a small household ornament like a vase.

Dining & Food

 Americans socialise and do business over breakfast, lunch and dinner.

 If business is the goal, then socializing is kept to a minimum at the start and end.
 Social meals are more about eating that chatting and taking hours over the food.
 If you invite someone to a restaurant, you should pay.
 The fork is held in the left hand facing down with the knife is held in the right hand.
 Napkins if provided are placed on the lap.
 A toast might take place at the start of a formal meal or for a special occasion/guest.
 Feel free to refuse specific foods or drinks without offering an explanation.
 Many foods are eaten by hand.
 Food is often served family-style, which means that it is in large serving dishes and
passed around the table for everyone to serve themselves.
 Do not begin eating until the hostess starts or says to begin.
 Remain standing until invited to sit down.
 Do not rest your elbows on the table.
 Visiting a home
 Being invited to an American’s home can be fairly informal.
 One should dress casually but also smart and arrive no later than 10-15 minutes late
without notifying your host that you will be late.
 If an invite says 6pm-8pm it is polite to leave as close to 8pm as possible.
 It is a good idea to bring a gift or if there is going to be some food, then some drinks.
 Send a note of thanks after the occasion to your host.

Taboos
In public:
 Do not spit.
 Do not discuss race, religion, politics or sex.
 Do not swear.
 Do not discuss the wrong/rights of abortion.
 Do not assume you can smoke anywhere, even outside.
BUSINESS CULTURE, PRACTICES & ETIQUETTE TIPS

What to wear
 Dress code depends on where in the USA you are doing business. The weather and
local culture will determine what is appropriate or not.
 In general, people in the East dress more formally, while people in the West are known
for being a bit more casual.
 It is best to always dress conservatively until it is clear what the accepted dress code is.
 Men should wear shirts with suits and shoes. Ties are generally worn but not in all
States. Colours should be traditional such as black, blue, grey, etc.
 Women should wear modestly with not too much make-up or jewellery.  Low-cut
blouses, short skirts and tight clothing are not appropriate.
 ‘Casual Friday’ is common in many companies. High technology companies often wear
casual clothes every day.

Titles
 Most Americans move to a first name basis pretty quickly.
 Always start by addressing people using Mr/Mrs/Miss + surname until you are invited to
call them otherwise.
 Some, such as Doctors, will use their professional titles.
Business cards
 Americans have no etiquette when it comes to giving and receiving business cards.
 They are swapped with no fanfare.
 It is quite common for the recipient to put your card in their wallet, which may then go in
the back pocket of their trousers. This is not an insult.
Meetings
 Arrive on time for meetings since time and punctuality are so important to Americans.
 In the Northeast and Midwest, people are extremely punctual and view it as a sign of
disrespect for someone to be late for a meeting or appointment.
 In the Southern and Western states, people may be a little more relaxed, but to be safe,
always arrive on time, although you may have to wait a little before your meeting begins.
 Meetings may appear relaxed, but they are taken quite seriously.
If there is an agenda, it will be followed.
 At the conclusion of the meeting, there will be a summary of what was decided, a list of
who will implement which facets and a list of the next steps to be taken and by whom.
 If you make a presentation, it should be direct and to the point. Visual aids should further
enhance your case.
 Use statistics to back up your claims, since Americans are impressed by hard data and
evidence.
 With the emphasis on controlling time, business is conducted rapidly.
 Expect very little small talk before getting down to business. It is common to attempt to
reach an oral agreement at the first meeting.
 The emphasis is on getting a contract signed rather than building a relationship. The
relationship may develop once the first contract has been signed.

Negotiating
 Final decisions are usually made from the top down although group consensus is
valued.
 Hard selling tactics are used from time to time.
 The deal at hand is always more important than then personal relationship.
 Americans sometimes start negotiations with excessive demands or a low price.  They
are usually taking a starting position that gives them room to bargain.
 Negotiations may seem rushed – always remember that "time is money" to Americans.

Management
 In the U.S.A, there is a sense that all people in the organization have an important role
to play and all are valued for their input.
 Employees expect to be consulted on decisions that affect them and the greater good of
the organization.
 American managers are viewed as facilitators--people who help employees do their best
work--and not simply decision makers.
 Missing a deadline is a sign of poor management and inefficiency.