Module - CCU - Done-1 PDF

MODULE FOR PRACTICE
CROSS CULTURAL UNDERSTANDING
Written and Compiled
By:
Team of Lectures
Especially Written and Compiled for the 4th Semester Students,

of the English Department, Faculty of Education,
Sarjanawiyata University,
2013
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Contents:
TITLE PAGE 1
CONTENTS 2
I. INTRODUCTION 3
II. TERMINOLOGY 4
III. BARRIERS TO CROSS CULTURAL UNSERSTANDING 6
IV. ENGLISH SPEAKING COUNTRIES 7
British / England 8
USA 13
Australia 16
New Zealand 20
Philippines 25
Singapore 29
V. NON ENGLISH SPEAKING COUNTRIES 35
Japan 35
Indonesia 41
VI. HOW TO GAIN UNDERSTANDING 46
VII. CONCLUSION 48
REFERENCE 50
BIODATA 51
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CCU – UST
I. INTRODUCTION
Cross cultural understanding, in general, refers to the basic ability of people within their social
life and business to recognize, interpret and correctly react to people, incidences or situations that
are open to misunderstanding due to cultural differences. The fundamental intention of cross
cultural study is to equip the students with the appropriate skills to attain cross cultural
understanding.
Once the foundations of cross cultural understanding have been laid, the student(s), either
through continued training or experiences within the workplace later, gradually attains a more
positive appreciation of cultural differences. The different types of appreciation are especially
based on their cross cultural knowledge, cross cultural awareness, cross cultural sensitivity and
cross cultural competence to gain ability to build cross cultural communication. Although all the
terms may appear similar in meaning, subtle differences exist between them. To begin with, let‟s
see the followings:
'Cross Cultural Knowledge' is critical to basic cross cultural understanding. Without it cross
cultural appreciation cannot take place. It refers to a surface level familiarization with cultural
characteristics, values, beliefs and behaviors.
'Cross Cultural Awareness' develops from cross cultural knowledge as the learner understands
and appreciates a culture internally. This may also be accompanied by changes within the
learner's behavior and attitudes such as a greater flexibility and openness.
'Cross Cultural Sensitivity' is a natural by-product of awareness and refers to an ability to read
into situations, contexts and behaviors that are culturally rooted and be able to react to them
appropriately. A suitable response from those who are sensitive enough to cultural differences
are that they no longer carry their own culturally determined interpretations of the situation or
behavior (i.e. good/bad, right/wrong) which can only be nurtured through both cross cultural
knowledge and awareness.
'Cross Cultural Competence‟ is the final stage of cross cultural understanding and signifies the
actor's ability to work and mingle effectively across cultures. Cross cultural competency is
beyond knowledge, awareness and sensitivity in that it is the digestion, integration and
transformation of all the skills and information acquired through them, applied to create cultural
synergy within our world.
This module t is determined to help students to have knowledge about cultural differences among
nations and sharpen their awareness and sensitivity that finally giving them competency to
communicate among different cultures.
The Writer
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II. TERMINOLOGY
To start studying cross cultural among nations, we have to begin with understanding the
following basic general terminologies:
Culture:
1. The quality in a person or society that arises from a concern for what is regarded as excellent
in arts, letters, manners, scholarly pursuits, etc.
2. Development or improvement of the mind by education or training.
3. The behaviors and beliefs characteristic of a particular social, ethnic, or age group: the youth
culture; the drug culture.
Norm:
A principle of right action binding upon the members of a group and serving to guide, control, or
regulate proper and acceptable behavior
Value:
Important and enduring beliefs or ideals shared by the members of a culture about what is good
or desirable and what is not. Values exert major influence on the behavior of an individual and
serve as broad guidelines in all situations.
Beliefs:
Assumptions and convictions that are held to be true, by an individual or a group, regarding
concepts, events, people, and things.
Myths:
A traditional, typically ancient story dealing with supernatural beings, ancestors, or heroes that
serves as a fundamental type in the worldview of a people, as by explaining aspects of the natural
world or delineating the psychology, customs, or ideals of society
Forklore:
The traditional beliefs, myths, tales, and practices of a people, transmitted orally.
Faith:
1. unquestioning belief that does not require proof or evidence
2. unquestioning belief in God, religious tenets, etc.
3. a religion or a system of religious beliefs
4. complete trust, confidence, or reliance
Mannerism:
An individual characteristic, such as a gesture or facial expression.
Illustration 1:
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Asked if „manners‟ really matters, one day an American stopped over in Egypt on his way to
Saudi Arabia. He spent his first evening as many travelers in Cairo do, visiting Egyptian night
clubs. In one place he insisted on sitting at a table that a Saudi prince usually sat at. Soon the
Saudi prince and entourage arrived and upon hearing the waiter‟s explanation, the sheik politely
nodded to the American as a gesture of offering his table. The American must have
misinterpreted the nod, and made an obscene gesture. The incident passed without further ado,
until the American arrived in Riyadh where he was immediately thrown to jail.
This American was particularly rude, and the prince perhaps particularly vengeful. Nevertheless,
this type of scene is al too common.
Illustration 2:
Anybody can make a mistake with a gift. Letitia Baldridge, who was social secretary to President
Kennedy and assistant to ambassadors in Paris and Rome, once delivered six dozen signed
photographs of the Kennedys to the U.S in New Delhi, all beautifully framed in dark blue
cowhide and stamped with presidential seal. They were to be presented to officials all over India
during the Kennedys‟ official visit to Prime Minister Nehru in 1962. But the gifts were totally
unacceptable. Hindu officials would never aghast to receive anything made with the hides of
cow (which are sacred in India). Within forty hours, silver frames were substituted.
Misunderstanding may bombard us from all parts of our life but basically it happens because of
our lack of knowledge about others‟ culture. In the next chapters we will learn how factually
English Speaking Countries – although they apply the same language – have different cultures
which can be traced from varies of customs, norms, values, and beliefs, even from different
myths and mannerisms.
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III. BARRIERS TO CROSS CULTURAL UNDERSTANDING
Understanding your own values may not be easy. You have probably taken your cultural identity
for granted, as you have grown up with it. You have never had to search or ask yourself about
that identity. Your personal values may, in fact, constitute a barrier to cross-cultural
communication.
1. Prejudice
Prejudice arises from the „pre-judging‟ of someone‟s characteristics simply because they
have been categorized as belonging to a particular group. It is usually associated with
negative attitudes to that group. Prejudice often has ethnic or racial overtones.
2. Ethnocentrism
Ethnocentrism is the assumption that the culture of one‟s own group is moral, right and
rational, and that other cultures are inferior. When confronted with a different culture,
individuals judge it with reference to their own standards, and make no attempt to
understand and evaluate it from its members‟ perspective. Sometimes ethnocentrism will
be combined with racism – the belief that individuals can be classified into distinct racial
groups and that there is a biologically-based hierarchy of these races. In principle,
however, one can reject a different culture without in any way assuming the inherent
inferiority of its members. (Source: Online Dictionary of the Social Sciences, Athabasca
University).
Since ethnocentrism is often an unconscious behavior, it is understandably difficult to

prevent in advance. Fortunately, it is possible to deal with the problem if you reflect on
your practice in a new environment such as a practicum placement.
An example of ethnocentrism can be seen in western journalists‟ comments during the

recent events in Afghanistan, in particular regarding the wearing of the burkha, a full-
length gown and hood which women wear in public according to Islamic tradition. Many
western commentators assumed that the burkha was merely a symptom of womens‟
oppression and expressed surprise when women continued to wear it after Kabul was
liberated from the Taliban regime. Many Islamic women make their own choice to wear
the burkha and some have expressed exasperation with what they see as Western
feminists‟ preoccupation with it. These news reports and Islamic women‟s opinions on
wearing the burkha illustrate the differences in cultural interpretations.
3. Cultural relativism
Cultural relativism is in stark contrast to ethnocentrism – it is the refusal to make any

judgment on the cultural values of other individuals, institutions or cultures. While it
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avoids the problem of prejudice, it is inadequate, since it involves a denial – or at least a
suspension – of your own values.
d. Culture Shock
If the experience of contact with cultural differences is too challenging, this can result in
culture shock, a response characterized by physical and emotional symptoms:
„Culture shock is more than your initial mental adjustment to strange customs, new
language, and perhaps water that isn't safe to drink. It is a very real set of symptoms that
may include depression, anxiety, increased incidence of minor illnesses, and a sense of
helplessness‟ (http://international.monster.com/workabroad/relocation/followspouse/).
Although culture shock occurs most often when in a foreign country, it can occur after
spending time in any new environment that challenges our cultural expectations and
assumptions.
How do you think you would react if you found yourself working in an overly-
bureaucratic system, or isolated as the only female in an all-male environment or the only
male in an all-female environment? If you did suffer problematic effects of culture shock
in such a situation, you would need to protect yourself in the short term by:
1. Keeping the problems in perspective (e.g. by spending time outside the workplace
environment).
2. Talking with your workplace supervisor or course coordinator.
3. Seeking moral support from peers, friends and family.
The next chapter will provide you with varies of knowledge about English Speaking Countries‟
and Non English Speaking Countries‟ culture. Such a knowledge is positively very important in
our world that becomes more and more global. Accepted or not, cross cultural communication
will flood our environment and without learning and understanding others‟ culture we will be
exiled from the globalized traffic.
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IV. ENGLISH SPEAKING COUNTRIES
As this study of Cross Cultural Understanding is especially given to the students of the English
Department, most of cultural differences are focused on the English Speaking Countries.
England, USA, Australia, New Zealand, Singapore and Philippine are chosen to be the ones that
their cultural aspects are important to learn. Cultures do not communicate but people do.
Anyway, communication among people will be successfully done if each people know each
others‟ culture, understand it and regard it as something different, not something worse than what
they have.
1. BRITISH / ENGLAND
Facts and Statistics
Location : Western Europe, islands including the northern one-sixth of the island of
Ireland between the North Atlantic Ocean and the North Sea, northwest
of France
Capital : London
Climate : Temperate; moderated by prevailing southwest winds over the North
Atlantic Current; more than one-half of the days are overcast
Population : 60,776,238 (July 2007 est.)
Ethnic Make-up : White 92.1% (of which English: 83.6%, Scottish: 8.6%, Welsh: 4.9%,
Northern Irish 2.9%), black 2%, Indian 1.8%, Pakistani 1.3%, mixed
1.2%, other 1.6% (based on 2001 census)
Religions : Christian (Anglican, Roman Catholic, Presbyterian, Methodist) 71.6%,
Muslim 2.7%, Hindu 1%, other 1.6%, unspecified or none 23.1% (2001
census)
Government : Constitutional Monarchy
Language in the UK
The United Kingdom does not have a constitutionally defined official language. English is the
main language (being spoken by more than 70% of the UK population) and is thus the de facto
official language. Other native languages to the Isles include Welsh, Irish, Ulster Scots, Cornish,
Gaelic and British Sign Language. Immigrants have naturally brought many foreign languages
from across the globe.
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British Society, People and Culture
The United Kingdom
The United Kingdom is comprised of four countries: England, Scotland, Wales, and Northern
Ireland. It is important not only to be aware of these geographical distinctions, but also the strong
sense of identity and nationalism felt by the populations of these four nations.
The terms 'English' and 'British' do not mean the same thing. 'British' denotes someone who is
from England, Scotland, Wales or Northern Ireland. 'English' refers to people from England.
People from Scotland are 'Scots', from Wales „Welsh‟ and from Northern Ireland „Irish‟. Be sure
not to call someone Welsh, Scots, or Northern Irish „English‟.
The Class System
Although in the past few decades, people from varied backgrounds have had greater access to
higher education, wealth distribution is changing and more upward/downward mobility is
occurring, the British class system is still very much intact although in a more subconscious way.
The playing field is leveling but the British still seem to pigeon-hole people according to class.
Class is no longer simply about wealth or where one lives; the British are able to detect
someone‟s class through a number of complex variables including demeanor, accent, manners
and comportment.
A Multicultural Society
Formerly a very homogenous society, since World War II, Britain has become increasingly
diverse as it has accommodated large immigrant populations, particularly from its former
colonies such as India, Pakistan and the West Indies. The mixture of ethnic groups and cultures
make it difficult to define “Britishness” nowadays and a debate rises within the nation as to what
now really constitutes being a Briton.
The Stiff Upper Lip
The British have been historically known for their stiff upper lip and “blitz spirit” as
demonstrated during the German bombings of World War II. This „grin and bear‟ attitude in the
face of adversity or embarrassment lives on today.
As a nation, the Brits tend not to use superlatives and may not appear terribly animated when
they speak. This does not mean that they do not have strong emotions; merely that they do not
choose to put them on public display. They are generally not very openly demonstrative, and,
unless you know someone well, may not appreciate it if you put your arm around their shoulder.
Kissing is most often reserved for family members in the privacy of home, rather than in public.
You'll see that the British prefer to maintain a few feet of distance between themselves and the
person to whom they are speaking. If you have insulted someone, their facial expression may not
change.
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The British are very reserved and private people. Privacy is extremely important. The British will
not necessarily give you a tour of their home and, in fact, may keep most doors closed. They
expect others to respect their privacy. This extends to not asking personal questions. The
question, “Where are you from?” may be viewed as an attempt to “place” the person on the
social or class scale. Even close friends do not ask pointedly personal questions, particularly
pertaining to one‟s financial situation or relationships.
There is a proper way to act in most situations and the British are sticklers for adherence to
protocol. The British are a bit more contained in their body language and hand gestures while
speaking. They are generally more distant and reserved than North and South Americans and
Southern Europeans, and may not initially appear to be as open or friendly. Friendships take
longer to build; however, once established they tend to be deep and may last over time and
distance.
British Etiquette and Customs
Meeting and Greeting
 The handshake is the common form of greeting.

 The British might seem a little stiff and formal at first.
 Avoid prolonged eye contact as it makes people feel uncomfortable.
 There is still some protocol to follow when introducing people in a business or more
formal social situation. This is often a class distinction, with the 'upper class' holding on
to the long-standing traditions:
 Introduce a younger person to an older person.
 Introduce a person of lower status to a person of higher status.
 When two people are of similar age and rank, introduce the one you know better to the
other person.
Gift Giving Etiquette
 The British exchange gifts between family members and close friends for birthdays and
Christmas.
 The gift need not be expensive, but it should usually demonstrate an attempt to find
something that related to the recipient‟s interests.
 If invited to someone's home, it is normal to take along a box of good chocolates, a good
bottle of wine or flowers.
 Gifts are opened when received.
Dining Etiquette
 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. However, if going to a restaurant be on time.
 Table manners are Continental, i.e. the fork is held in the left hand and the knife in the
right while eating.
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 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 parallel across the right
side of your plate.
 Toasts are given at formal meals.
 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. Do
not argue about the check; simply reciprocate at a later time.
Business Etiquette and Protocol
Greetings
 A firm handshake is the norm; there are no issues over gender in the UK.
 People shake upon meeting and leaving.
 Maintain eye contact during the greeting but avoid anything prolonged.
 Most people use the courtesy titles or Mr, Mrs or Miss and their surname.
 Wait until invited before moving to a first-name basis. People under the age of 35 may
make this move more rapidly than older British.
 Business cards are exchanged at the initial introduction without formal ritual.
 The business card may be put away with only a cursory glance so don‟t be offended if not
much attention is paid to it.
The British Communication Style
The British have an interesting mix of communication styles encompassing both understatement
and direct communication. Many older business people 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 wrong, 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.
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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.
Building Relationships
The British can be quite formal 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 an intermediary to make business introductions. Nonetheless, 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
cautious if you appear to be going after a quick deal.
Business Meetings
If you plan to use an agenda, be sure to forward it to your British colleagues in sufficient time for
them to review it and recommend any changes.
Punctuality is important in business situations. In most cases, the people you are meeting will be
on time. Scots are extremely punctual. Call 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 speaking.
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.
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2. USA (UNITED STATES OF AMERICA)
Location : North America, bordering both the North Atlantic Ocean and the North
Pacific Ocean, between Canada and Mexico
Capital : Washington, DC
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.
Ethnic Make-up : White 81.7%, Black 12.9%, Asian 4.2%, Amerindian and Alaska native
1%, Native Hawaiian and other Pacific Islander 0.2% (2003 est.)
Religions : Protestant 52%, Roman Catholic 24%, Mormon 2%, Jewish 1%, Muslim
1%, other 10%, none 10% (2002 est.)
Government : Constitution-based federal republic
Language in the USA
The United States does not have an official language, but English is spoken by about 82% of the
population as a native language. The variety of English spoken in the United States is known as
American English; together with Canadian English it makes up the group of dialects known as
North American English. Spanish is the second-most common language in the country, spoken
by almost 30 million people (or 12% of the population).
American Society and Culture
Diversity
America is ultimately a nation of immigrants and as a result is a cultural mish-mash in every

sense of the word. Not only is the country populated by people from foreign countries but all
Americans in one way or another trace their ancestry back to another culture, whether Irish,
German, Italian or Scottish. Looking around any major city one will notice the „melting-pot‟ -
the term that is used to show the mixture of people and culture which then produce a new nation
– really happen.
Informal and Friendly
Most people who come to the United States may already know a few things about the people
92.1% through TV. Although this is of course a skewed reality some of the stereotypes are true,
especially American friendliness and informality. People tend to not wait to be introduced, will
begin to speak with strangers as they stand in a queue, sit next to each other at an event, etc.
Visitors can often be surprised when people are so informal to the point of being very direct or
even rude.
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Time is Money
The country that coined the phrase obviously lives the phrase. In America, time is a very
important commodity. People 'save' time and 'spend' time as if it were money in the bank.
Americans ascribe personality characteristics and values based on how people use time. For
example, people who are on-time are considered to be good people, reliable people who others
can count on.
The Family
The family unit is generally considered the nuclear family, and is typically small (with
exceptions among certain ethnic groups). Extended family relatives live in their own homes,
often at great distances from their children.
Individualism is prized, and this is reflected in the family unit. People are proud of their
individual accomplishments, initiative and success, and may, or may not, share those sources of
pride with their elders.
Customs and Etiquette in the U.S.A
 Greetings are casual.

 A handshake, a smile, and a 'hello' are all that is needed.
 Smile!
 Use first names, and be sure to introduce everyone to each other.
 In general, Americans give gifts for birthdays, anniversaries and major holidays, such as
Christmas.
 A gift can be as simple as a card and personal note to something more elaborate for a
person with whom you are close.
 Gift giving is not an elaborate event, except at Christmas.
 When invited to someone's home for dinner, it is polite to bring a small box of good
chocolates, a bottle of wine, a potted plant or flowers for the hostess.
 Gifts are normally opened when received.
Dining Etiquette
 Americans socialize in their homes and „backyards,‟ in restaurants and in other public
places.
 It's not at all unusual for social events to be as casual as a backyard barbecue or a picnic
in the park.
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 Arrive on time if invited for dinner; no more than 10 minutes later if invited to a small
gathering. If it is a large party, it is acceptable to arrive up to 30 minutes later than
invited.
 Table manners are more relaxed in the U.S. than in many other countries.
 The fork is held in the right hand and is used for eating. The fork is held tines down. The
knife is used to cut or spread something. To use the knife, the fork is switched to the left
hand. To continue eating, the fork is switched back to the right hand.
 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 parallel across
the right side of your plate.
 If you are more comfortable eating in the Continental manner, go ahead. It will not
offend anyone.
 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.
 Put your napkin in your lap as soon as you sit down.
 Leave a small amount of food on your plate when you have finished eating.
Business Dress
 What is considered appropriate business attire varies by geographic region, day of the
week and industry.
 In general, people in the East dress more formally, while people in the West are known
for being a bit more casual.
 Executives usually dress formally regardless of which part of the country they are in.
 Casual Friday is common in many companies. High technology companies often wear
casual clothes every day.
 For an initial meeting, dressing conservatively is always in good taste. Women can wear
business suits, dresses or pantsuits. Men should wear a business suit unless you know the
firm to be quite casual.
Greetings
 The hand shake is the common greeting.

 Handshakes are firm, brief and confident.
 Maintain eye contact during the greeting.
 In most situations, you can begin calling people by their first names.
 Most people will insist that you call them by their nickname, if they have one.
 In formal circumstances, you may want to use titles and surnames as a courtesy until you
are invited to move to a first name basis, which will happen quickly.
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 Business cards are exchanged without formal ritual.
 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.
Communication Styles
Americans are direct. They value logic and linear thinking and expect people to speak clearly
and in a straightforward manner. To them if you don‟t “tell it how it is” you simply waste time,
and time is money. If you are from a culture that is more subtle in communication style, try not
to be insulted by the directness. Try to get to your point more quickly and don‟t be afraid to be
more direct and honest than you are used to. Americans will use the telephone to conduct
business that would require a face-to-face meeting in most other countries. They do not insist
upon seeing or getting to know the people with whom they do business.
Business 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.
3. AUSTRALIA
Location : Oceania, continent between the Indian Ocean and the South Pacific Ocean
Capital : Canberra
Climate : generally arid to semiarid; temperate in south and east; tropical in north
Ethnic Make-up : Caucasian 92%, Asian 7%, aboriginal and other 1%
Religions : Anglican 26.1%, Roman Catholic 26%, other Christian 24.3%, non-Christian
11%, other 12.6%
Government : democratic, federal-state system recognizing the British monarch as
sovereign
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Languages in Australia
English is the primary language used in Australia. Yet their colorful vocabulary, accent,
phonetics system and slang can take a lot of getting used to. In 1788, there were about 250
separate Aboriginal languages spoken in Australia, plus dialects. Today, only two thirds of these
languages survive and only 20 of them (eight per cent of the original 250) are still strong enough
to have chance of surviving well into the next century. In addition to these there are also the
languages of immigrants from Europe, the Middle East and Asia.
Australian Society & Culture
Aussie Modesty
 Australians are very down to earth and always mindful of not giving the impression that
they think they are better than anyone else.
 They value authenticity, sincerity, and loathe pretentiousness.
 Australians prefer people who are modest, humble, self-deprecating and with a sense of
humor.
 They do not draw attention to their academic or other achievements and tend to distrust
people who do.
 They often downplay their own success, which may make them appear not to be
achievement-oriented.
Mates
 Australians place a high value on relationships.

 With a relatively small population, it is important to get along with everyone, since you
never know when your paths may cross again.
 This leads to a win-win negotiating style, since having everyone come away with positive
feelings helps facilitate future business dealings.
A Multi-Cultural Society
 The initial population of Australia was made up of Aborigines and people of British and
Irish descent.
 After World War II there was heavy migration from Europe, especially from Greece,
Italy, Germany, the Netherlands, Yugoslavia, Lebanon, and Turkey.
 This was in response to the Australian policy of proactively trying to attract immigrants
to boost the population and work force.
 In the last thirty years, Australia has liberalized its immigration policy and opened its
borders to South East Asia.
 This has caused a real shift in self-perception as Aussies begin to re-define themselves as
a multi-cultural and multi-faith society rather then the old homogenous, white, Anglo-
Saxon, Protestant nation.
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Australian Etiquette & Customs
Meeting Etiquette
 Australians are not very formal so greetings are casual and relaxed.
 A handshake and smile suffices.
 While an Australian may say, 'G'day' or 'G'day, mate', this may sound patronizing from a
foreigner. Visitors should simply say, 'Hello' or 'Hello, how are you?'
 Aussies prefer to use first names, even at the initial meeting
 Small gifts are commonly exchanged with family members, close friends, and neighbors
on birthdays and Christmas.
 Trades people such as sanitation workers may be given a small amount of cash, or more
likely, a bottle of wine or a six-pack of beer!
 If invited to someone's home for dinner, it is polite to bring a box of chocolates or
flowers to the hostess. A good quality bottle of wine is always appreciated.
Dining Etiquette
 Many invitations to an Aussies home will be for a 'barbie' (BBQ).

 Guests to a barbeque typically bring wine or beer for their personal consumption. In some
cases, very informal barbecues may suggest that you bring your own meat! (Potluck)
 Arrive on time if invited to dinner; no more than 15 minutes late if invited to a barbeque
or a large party.
 Contact the hostess ahead of time to see if she would like you to bring a dish.
 Offer to help the hostess with the preparation or clearing up after a meal is served.
Watch your table manners!
 Table manners are Continental -- hold the fork in the left hand and the knife in the right
while eating.
 Indicate you have finished eating by laying your knife and fork parallel on your plate
with the handles facing to the right.
 Keep your elbows off the table when eating.
Business Etiquette and Customs in Australia
Relationships & Communication
 Australians are very matter of fact when it comes to business, so do not need long-
standing personal relationships before they do business with people.
 Australians are very direct in the way they communicate.
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 There is often an element of humor, often self-deprecating, in their speech.
Aussies often use colorful language that would be unthinkable in other countries.
Business Meeting Etiquette
 Appointments are necessary and relatively easy to schedule.

 They should be made with as much lead time as possible.
 Punctuality is important in business situations. It is better to arrive a few minutes early
than to keep someone waiting.
 Meetings are generally relaxed; however, they are serious events.
 If an Australian takes exception to something that you say, they will tell you so.
 If you make a presentation, avoid hype, making exaggerated claims, or bells and
whistles.
 Present your business case with facts and figures. Emotions and feelings are not
important in the Australian business climate.
Negotiating and Decision Making
 Australians get down to business quickly with a minimum amount of small talk.
 They are quite direct and expect the same in return. They appreciate brevity and are not
impressed by too much detail
 Negotiations proceed quickly. Bargaining is not customary. They will expect your initial
proposal to have only a small margin for negotiation.
 They do not like high-pressure techniques.
 Decision-making is concentrated at the top of the company, although decisions are made
after consultation with subordinates, which can make decision making slow and
protracted.
What to wear?
 Business dress is conservative in Melbourne and Sydney.

 Men should wear a dark colored, conservative business suit.
 Women should wear a smart dress or a business suit.
 In Brisbane or other tropical areas, depending on the job function and company culture,
men may wear shirts, ties and Bermuda shorts.
Business Cards
 Business cards are exchanged at the initial introduction without formal ritual.
 If you are not given a business card, it is not an insult; the person simply may not have
one.
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4. NEW ZEALAND
Location : Oceania, islands in the South Pacific Ocean, southeast of Australia

Capital : Wellington
Ethnic Make-up : New Zealand European 74.5%, Maori 9.7%, other European 4.6%,
Pacific Islander 3.8%, Asian and others 7.4%
Religions : Anglican 24%, Presbyterian 18%, Roman Catholic 15%, Methodist 5%,
Baptist 2%, other Protestant 3%, unspecified or none 33% (1986)
Language in New Zealand
The three official languages of New Zealand are English, Maori and NZ Sign Language. English
is the language of day-to-day business within New Zealand, a remnant of ties to the British
Commonwealth. Maori is a Polynesian language similar to the languages of other Pacific Island
cultures, such as Hawaiian, Tongan, and Samoan. Over 157,000 people in New Zealand speak
Maori (2006 Census).
The Maori language has been part of New Zealand and its culture since the first people came to
the Islands. However, Maori has only been recognized as an official language of New Zealand
since the Maori Language Act of 1987. English-Maori bilingualism and the development and use
of the Maori language is encouraged by Te Taura Whiri i te Reo Maori - the Maori Language
Commission.
Maori and English are used throughout the country in various television and radio programs. As
with other regions in the world where two cultures have been mixed, English has influenced
Maori and Maori has influenced English. A number of words in each language have crossed in to
the vocabulary of the other. English has introduced motuka (car) and Maori has replied with
taboo (tapu).
Many places in New Zealand have been christened with two names - one English, one Maori (the
original Maori name and the adopted English one). And, in some cases, these names are used
interchangeably
Kiwi Society & Culture
There can be marked differences between Maori and NZ European (Pakeha) societies and
culture. This is particularly apparent when moving in tribal (Iwi) circles. Due to colonization and
tribal differences, there can also be subtle but important variations in protocols. The following
sections outline aspects most likely to occur when doing business with tribal groups but can also
equally apply to any group that includes Maori.
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Kiwi Demeanor
 New Zealanders are friendly, outgoing, somewhat reserved initially yet polite, and enjoy
extending hospitality.
 They are quite easy to get to know as they say hello to strangers and will offer assistance
without being asked.
 Because they do not stand on ceremony and are egalitarian, they move to a first name
basis quickly and shun the use of titles.
 Kiwis dress casually, but neatly.
 Most restaurants do not have dress codes and except in business, dress is decidedly
casual.
 Business dress is conservative, although jackets may be removed and shirtsleeves rolled
up when working.
Maori demeanor
 Maori are generally friendly and reserved and place great value on hospitality.
 They will generally offer (often to the point of going without) assistance to their guests
and will attempt to hide the inconvenience as much as possible.
 Maori will spontaneously launch into speech and song. Even though they may not have
met each other, they will know many songs they can sing together and often use these to
close or enhance speeches.
 They will often call for visitors to do the same and it would be wise to have 2-3 practiced
songs from your own country to reply with.
Environmentalism
 Kiwis are environmentally concerned and have a strong desire to preserve their country's
beauty.
 One of the major local issues is the importing of predators.
 Border controls are very tight and there are huge fines for importing food or other natural
products such as wood, cane etc.
 The local attitude towards the environment is largely influenced by the viewpoint of the
indigenous population, the Maori.
 They believe that all things have a 'mauri' - a life force.
 Damage to this life force, or human attempts to dominate it, result in the mauri losing its
energy and vitality, which affects the lives of people as well as the resilience of
ecosystems.
 Maintaining the mauri of the environment and ecosystem resilience are equally important
for sustainable development.
Egalitarianism
 The country has no formal class structure.

 Wealth and social status are not important to Kiwis.
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 They take pride in individual achievements and believe that opportunities are available to
all.
 As a 'welfare state' unemployment benefits, housing and access to health is all available
free of charge to those who can't afford it.
 Maori have a hierarchy especially apparent in formal situations.
 For example, the elder (male or female) is seated in a specific area and will be asked to
open or close a meeting. Mostly they are men but not always.
Etiquette and Customs
 Greetings are casual, often consisting simply of a handshake and a smile.

 Never underestimate the value of the smile as it indicates pleasure at meeting the other
person.
 Although New Zealanders move to first names quickly, it is best to address them by their
honorific title and surname until they suggest moving to a more familiar level or they call
you by your first name.
Maori meeting and greeting
 Maori stand on ceremony and have distinct protocols regarding how visitors should be
welcomed and seen off.
 If the business dealings are with a tribal group (Iwi) the welcoming protocols may be
practiced through the process of Powhiri – a formal welcome that takes place on a Marae.
 A Powhiri can take between 30 minutes to 2-3 hours depending on the importance of the
event.
 It begins by calling the visitors onto the area in front of the traditional meeting house.
Visitors should walk as a group and in silence expect if they have a responding caller to
reply to the home peoples‟ caller (usually an older woman).
 A Powhiri dictates where people sit, in what position in their group, and who speaks.
 In most cases, but not all, you will notice the men are seated forward and only males
speak. There is a tension between the men and women on this matter and in a few places
this has been resolved and you will see both genders stand to speak. In the interests of not
causing friction in your business dealings, always follow the lead of the home people.
 The welcoming speeches are given by the agreed speakers of the home people and always
end with the most revered speaker or elder.
 Speeches are given in the Maori language and each one accompanied by traditional song.
You may not understand what is being said but you can rest assured it is likely to be from
the best orators in the group and often very complimentary.
 The visitors are expected to have at least one speaker reply on their behalf.
 If possible, the speaker should prepare a learned opening in Maori – it is critical that
he/she focus on the pronunciation. Mispronounced words often result in whispers and
sniggers and is considered disrespectful. It is better to have a very short opening said
well, than a long one said badly.
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 The speaker‟s reply should never be about the detailed purpose of the visit nor should it
be to self-promote as this would be considered arrogant.
 The speaker should use the opportunity to briefly show respect to the place that they
stand (i.e the location), to the houses (the traditional carved meeting house and dining
room are named after ancestors and so are greeted accordingly), to greet the home people,
and to explain where his/her group have come from (place is important to Maori). This
should be followed by a song from the visitors‟ country that the visitors‟ group should
sing together.
 The Powhiri can be daunting to visitors and can be fraught with traps that may offend.
This is why most visitors seek the assistance of a Maori person to „guide‟ them.
 Once the last elder of the home people has spoken, they will gesture the visitors to come
forward in a line to shake hands, kiss (once) on the cheek or hongi (touch noses) with the
home people.
 Following this the kitchen is ready to call people in to eat.
 Following the food, the meeting proper can begin.
 If invited to a Kiwi's house, bring a small gift such as flowers, chocolates, or a book
about your home country to the hosts.
 Gifts should not be lavish.
Dining Etiquette
 New Zealanders are casual as is reflected in their table manners.

 The more formal the occasion, the more strict the protocol.
 Wait to be told where to sit.
 Meals are often served family-style.
 Keep your elbows off the table and your hands above the table when eating.
 Table manners are Continental -- hold the fork in the left hand and the knife in the right
while eating. They will not look askance, however, if you adopt American table manners.
 Indicate you have finished eating by laying your knife and fork parallel on your plate
with the handles facing to the right.
Maori Dining Etiquette
 Following a Powhiri, the visitors will be asked to the dining room (a separate building to
the carved meeting house) to sit to eat at long trestle tables.
 They should not eat until the food has been „blessed‟ or an acknowledgement said by an
elder of the home people even if the food is getting cold.
 Visitors should try to enable the home people to sit amongst them to chat and get to know
them while eating.
 Often, younger people will be serving and older people will be working in the kitchen.
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 It is important to realize that in most cases they are working voluntarily and it is
appropriate to formally and publicly thank them near the close of the meal before leaving
the dining room to begin the meeting. As a result of this, the visitors may be light-
heartedly asked to sing.
 To sing a song from your home country would show respect and thanks.
Business Etiquette & Protocol
 New Zealanders can be somewhat reserved, especially with people they do not know.
 Once they develop a personal relationship, they are friendly, outgoing and social.
 Do not appear too forward or overly friendly.
 They respect people who are honest, direct, and demonstrate a sense of humor.
 They trust people until they are given a reason not to.
 If this happens in business the breach will be difficult to repair and business dealings may
cease or become more difficult.
 Appointments are usually necessary and should be made at least one week in advance by
telephone, fax or email.
 It is generally easy to schedule meetings with senior level managers if you are coming
from another country if the meeting is planned well in advance.
 It can be difficult to schedule meetings in December and January since these are the
prime months for summer vacation.
 Arrive at meetings on time or even a few minutes early.
 If you do not arrive on time, your behavior may be interpreted as indicating that you are
unreliable or that you think your time is more important than the person with whom you
are meeting.
 Meetings are generally relaxed; however, they are serious events.
 Expect a brief amount of small talk before getting down to the matter at hand.
 If you make a presentation, avoid hype, exaggerated claims, hyperbole, and bells and
whistles. New Zealanders are interested in what people 'can do' not what they say they
can do.
 Present your business case with facts and figures. Emotions and feelings are not
important in the New Zealand business climate.
 Maintain eye contact and a few feet of personal space.
Negotiations
 The negotiating process takes time.

 Do not attempt high-pressure sales tactics.
 Demonstrate the benefits of your services or products rather than talking about them.
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 Start your negotiations with a realistic figure. Since this is not a bargaining culture, New
Zealanders do not expect to haggle over price.
 Kiwis look for value for their money.
 Do not make promises you cannot keep or offer unrealistic proposals. Kiwis do not
generally trust people who have to oversell!
 They are quite direct and expect the same in return. They appreciate brevity and are not
impressed by more detail than is required.
 Agreements and proposals must state all points clearly. All terms and conditions should
be explained in detail.
 Stick to the point while speaking.
 Kiwis appreciate honesty and directness in business dealings.
5. PHILIPPINES
Location : Southeastern Asia, archipelago between the Philippine Sea and the
South China Sea, east of Vietnam
Capital : Manila
Ethnic Make-up : Christian Malay 91.5%, Muslim Malay 4%, Chinese 1.5%, other 3%
Religions : Roman Catholic 83%, Protestant 9%, Muslim 5%, Buddhist and other
3%
Languages in the Philippines
Filipino (formerly Pilipino) is based on Tagalog and is the official language of the
Philippines. In spite of being the national language, only about 55 percent of Filipinos speak the
language. In addition to Filipino are about 111 distinct indigenous languages and dialects, of
which only about 10 are important regionally.
English is generally used for educational, governmental and commercial purposes and is widely
understood since it is the medium of instruction in schools. The Philippines are the third largest
group of English speaking people in the world, after the United States and the United Kingdom.
Since English is widely spoken in the Philippines, it is common to hear Filipinos use a mixture
English and Filipino words or phrases, known as "Taglish" (a mixture of English and Tagalog),
in their everyday conversations. A steadily dwindling minority still speak Spanish, which had at
one time been an official language.
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Filipino Society & Culture
Filipino Family Values
 The family is the centre of the social structure and includes the nuclear family, plus
extended members: aunts, uncles, grandparents, cousins and honorary relations such as
godparents, sponsors, and close family friends.
 People get strength and stability from their family. As such, many children have several
godparents.
 Concern for the extended family is seen in the patronage provided to family members
when they seek employment.
 It is common for members of the same family to work for the same company.
 In fact, many collective bargaining agreements state that preferential hiring will be given
to family members.
Filipino Concept of Shame
 Hiya is shame and is a motivating factor behind behavior.

 It is a sense of social propriety and conforming to societal norms of behavior.
 Filipinos believe they must live up to the accepted standards of behavior and if they fail
to do so they bring shame not only upon themselves, but also upon their family.
 One indication of this might be a willingness to spend more than they can afford on a
party rather than be shamed by their economic circumstances.
 If someone is publicly embarrassed, criticized, or does not live up to expectations, they
feel shame and lose self-esteem.
Etiquette & Customs
Meeting Etiquette
 Initial greetings are formal and follow a set protocol of greeting the eldest or most
important person first.
 A handshake, with a welcoming smile, is the standard greeting.
 Close female friends may hug and kiss when they meet.
 Use academic, professional, or honorific titles and the person's surname until you are
invited to use their first name, or even more frequently, their nickname.
 If you are invited to a Filipino home for dinner bring sweets or flowers to the hosts.
 If you give flowers, avoid chrysanthemums and white lilies.
 You may send a fruit basket after the event as a thank you but not before or at the event,
as it could be interpreted as meaning you do not think that the host will provide sufficient
hospitality.
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 Wrap gifts elegantly as presentation is important. There are no color restrictions as to
wrapping paper.
 Gifts are not opened when received.
Dining Etiquette
If you are invited to a Filipino's house:
 It is best to arrive 15 to 30 minutes later than invited for a large party.

 Never refer to your host's wife as the hostess. This has a different meaning in the
Philippines.
 Dress well. Appearances matter and you will be judged on how you dress.
 Compliment the hostess on the house.
 Send a handwritten thank you note to the hosts in the week following the dinner or party.
It shows you have class.
Table manners
 Wait to be asked several times before moving into the dining room or helping yourself to
food.
 Wait to be told where to sit. There may be a seating plan.
 Do not start eating until the host invites you to do so.
 Meals are often served family - style or are buffets where you serve yourself.
 A fork and spoon are the typical eating utensils.
 Hold the fork in the left hand and use it to guide food to the spoon in your right hand.
 Whether you should leave some food on your plate or finish everything is a matter of
personal preference rather than culture-driven.
 Business relationships are personal relationships, which mean you may be asked to do
favors for colleagues, and they will fully expect you to ask them for favors in return.
 Once a relationship has been developed it is with you personally, not necessarily with the
company you represent.
 Therefore, if you leave the company, your replacement will need to build their own
relationship.
 Presenting the proper image will facilitate building business relationships. Dress
conservatively and well at all times.
 Filipino thrive on interpersonal, so it is advisable to be introduced by a third party.
 It is crucial to network and build up a cadre of business associates you can call upon for
assistance in the future
 Appointments are required and should be made 3 to 4 weeks in advance.
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 It is a good idea to reconfirm a few days prior to the meeting, as situations may change.
 Avoid scheduling meetings the week before Easter.
 Punctuality is expected. For the most part your Filipino colleagues will be punctual as
well.
 Face-to-face meetings are preferred to other, more impersonal methods such as the
telephone, fax, letter or email.
 Send an agenda and informational materials in advance of the meeting so your colleagues
may prepare for the discussion.
 The actual decision maker may not be at the meeting.
 Avoid making exaggerated claims.
 Always accept any offer of food or drink. If you turn down offers of hospitality, your
colleagues lose face.
 It is important to remain for the period of social conversation at the end of the meeting.
Business Negotiation
 You may never actually meet with the decision maker or it may take several visits to do
so.
 Decisions are made at the top of the company.
 Filipinos avoid confrontation if at all possible. It is difficult for them to say 'no'.
Likewise, their 'yes' may merely mean 'perhaps'.
 At each stage of the negotiation, try to get agreements in writing to avoid confusion or
misinterpretation.
 If you raise your voice or lose your temper, you lose face.
 Filipinos do business with people more than companies. If you change representatives
during negotiations, you may have to start over.
 Negotiations may be relatively slow. Most processes take a long time because group
consensus is necessary.
 Decisions are often reached on the basis of feelings rather than facts, which is why it is
imperative to develop a broad network of personal relationships.
 Do not remove your suit jacket unless the most important Filipino does.
Dress Etiquette
 Business attire is conservative.

 Men should wear a dark colored, conservative business suit, at least for the initial
meeting. Women should wear a conservative suit, a skirt and blouse, or a dress.
 Women's clothing may be brightly colored as long as it is of good quality and well
tailored.
 Appearances matter and visitors should dress well.
Business Cards
 You should offer your business card first.

 Make sure your business card includes your title.
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 Present and receive business cards with two hands so that it is readable to the recipient.
 Examine the card briefly before putting it in your business card case.
 Some senior level executives only give business cards to those of similar rank.
6. SINGAPORE
Location : Southeastern Asia, islands between Malaysia and Indonesia

Capital : Singapore
Ethnic Make-up : Chinese 76.7%, Malay 14%, Indian 7.9%, other 1.4%
Religions : Buddhist (Chinese), Muslim (Malays), Christian, Hindu, Sikh, Taoist,
Confucianist
The Language
Singapore has attempted to promote a national identity in its land of immigrants since its
independence in 1965. As part of this effort, Singapore has four national languages: Mandarin,
Malay, Tamil and English. For business and politics, English is the language of choice.
Singapore Society & Culture
The Family
The concepts of group, harmony, and mutual security are more important than that of the
individual. The family is the centre of the social structure and emphasizes unity, loyalty and
respect for the elderly. The term, 'family' generally includes extended family and close friends
who are treated as family members. Respect for the elderly and seeing the family as the place
one goes to for support, both help retain core values in this island nation.
Face & Respect
 Having face indicates personal dignity.

 Singaporeans are very sensitive to retaining face in all aspects of their lives.
 Face is a prized commodity that can be given, lost, taken away or earned.
 It is a mark of personal qualities such as a good name, good character, and being held in
esteem by one's peers.
 It can also be greater than the person and extend to family, school, company, and even
the nation itself.
 Face is what makes Singaporeans strive for harmonious relationships.
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Hierarchy
Singaporeans claim they are an egalitarian society, yet they retain strong hierarchical
relationships that can be observed in the relationship between parents and children, teachers and
students, and employers and employees.
This goes back to their important cultural value, group dependence. This reliance on hierarchy is
drawn from Confucianism, which emphasizes respecting age and status, even blind obedience to
one's elders. In the workplace this is seen in the increased deference that is paid to employees
who are older. The elderly are always treated with the utmost respect and courtesy. Even if you
do not personally know the individual, you will be expected to give special consideration. Elders
are introduced first, are given preferential seating, are given the choicest food, and in general put
on a pedestal. There was a law passed in 1996 that mandated that children must assume financial
responsibility for their elderly parents should the need arise. This is indicative of the high status
of the elderly and the challenges facing the small country as the next generation becomes more
individualistic.
Ethnic Diversity
Singapore is a multi-ethnic society where Chinese, Malay and Indian traditions coexist beneath
the veneer of a western cosmopolitan metropolis. The three main ethnic groups are religiously
and culturally diverse.
Non-Verbal Communication
 Singaporeans are group dependent and rely on facial expression, tone of voice and
posture to tell them what someone feels.
 They often trust non-verbal messages more than the spoken word.
 They tend to be subtle, indirect and implicit in their communications.
 They hint at a point rather than making a direct statement, since that might cause the
other person to lose face.
 Rather than say 'no', they might say, 'I will try', or 'I'll see what I can do'. This allows the
person making the request and the person turning it down to save face and maintain
harmony in their relationship.
 Silence is an important element of Singaporean communication.
 Pausing before responding to a question indicates that they have given the question
appropriate thought and considered their response carefully.
 They do not understand western cultures ability to respond to a question hastily and think
this indicates thoughtlessness and rude behavior.
Etiquette and Customs in Singapore
 Greetings will follow a strict protocol often based on both the ethnic origin and age of the
person.
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 Younger people or those who work in multi-national companies may have adopted the
western concept of shaking hands with everyone, but this is not the case with older or
more reserved Singaporeans.
 Ethnic Chinese shake hands. Their grasp is rather light although the handshake itself can
be rather prolonged.
 Men and women may shake hands, although the woman must extend her hand first.
Introductions are always done in order of age or status.
 Between men, ethnic Malays shake hands.
 Malay men and women do not traditionally shake hands, since Muslim men do not touch
women in public.
 Younger Malays may shake hands with foreign women, but it is more appropriate to use
the 'salaam' (bowing the head) greeting.
 This is also the greeting to be used when two wo\men meet.
 Ethnic Indians shake hands with members of the same sex.
 When being introduced to someone of the opposite sex, nodding the head and smiling is
usually sufficient.
 As with the other groups, the elderly or the person with the most status is introduced first.
Titles/Names
Chinese
 Chinese traditionally have 3 names. The surname or family name is first and is followed
by two personal names.
 Address the person by an honorific title and their surname. If they want to move to a first
name basis, they will advise you which of their two personal names to use.
 Some Chinese adopt more western names in business and may ask you to call them that.
Malays
 Many Malays do not have surnames. Instead, men add the father's name to their own
name with the connector bin. So Noor bin Isa, would be Noor, the son of Isa. Women use
the connector binti, so Zarina binti Isa would be Zarina the daughter of Isa.
 The title Haji (male) or Hajjah (female) before the name indicates the person has made
their pilgrimage to Mecca.
 The name Sayyed (male) or Sharifah (female) indicates that the person is considered to
be a descendent of the prophet Mohammed.
Indians
 Many Indians in Singapore do not use surnames. Instead, they place the initial of their
father's name in front of their own name. The man's formal name is their name 's/o' (son
of) and the father's name. Women use 'd/o' to refer to themselves as the daughter of their
father.
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 Since many Indian names are extremely long, they commonly use a shortened version of
their name as a sort of nickname.
 At marriage, women drop their father's name and use their first name with their husband's
first name as a sort of surname.
 Sikh Indians all use the name Singh to denote themselves as Sikhs.
Since there are cultural differences in how the three main ethnic groups treat gifts, they are listed
separately.
Gift giving to ethnic Chinese:
 A gift may be refused three times before it is accepted. This demonstrates that the
recipient is not greedy.
 Do not give scissors, knives or other cutting utensils as they indicate that you want to
sever the relationship.
 Do not give clocks, handkerchiefs or straw sandals as they are associated with funerals
and death.
 Do not wrap gifts in white, blue or black paper as these are mourning colors. Wrap gifts
in red, pink, or yellow since these are happy colors. Elaborate gift wrapping is
imperative.
 Never wrap a gift for a baby or decorate the gift in any way with a stork as birds are the
harbinger of death.
 Do not give odd numbers as they are unlucky.
 Do not bring food if invited to a formal dinner party as it insinuates you do not think the
host will provide sufficient hospitality.
 Bring a small gift of fruit, sweets, or cakes, saying that it is for the children.
 Flowers do not make good gifts as they are given to the sick and are used at funerals.
Gift giving to ethnic Malays:
 Never give alcohol.

 Do not give toy dogs to children.
 Do not give anything made of pigskin as Malays are Muslim.
 Give the gift when you are departing, rather than when you arrive.
 Avoid white wrapping paper as it symbolizes death and mourning.
 Wrap gifts in red or green paper.
 If you give food, make sure it is halal.
 Offer gifts with the right hand only or both hands if the item is large.
32
Gift giving to ethnic Indians:
 If you give flowers, avoid frangipani as they are used in funeral wreaths.
 Money should be given in odd numbers, so give S$11 rather than S$10.
 Offer gifts with the right hand only or both hands if the item is large.
 Do not wrap gifts in white or black.
 Wrap gifts in red, yellow or green paper or other bright colors as these bring good
fortune.
 Do not give leather products to a Hindu.
 Do not give alcohol unless you are certain the recipient imbibes (drinks).
 Business in Singapore is more formal than in many western countries.

 There are strict rules of protocol that must be observed.
 The group (company or department) is viewed as more important than the individual.
 People observe a strict chain of command, which comes with expectations on both sides.
 In order to keep others from losing face, much communication will be non-verbal and
you must closely watch the facial expressions and body language of people you work
with.
Building Relationships & Communication
 Personal relationships are the cornerstone of all business relationships.

 Business is a matter of being tied into the proper network, which is the result of long-
standing personal relationships or the proper introductions.
 This is a group-oriented culture, so links are often based on ethnicity, education or
working for the same company.
 Once you are recognized as part of the group, you will be accepted and expected to obey
the unwritten rules of the group.
 Relationships take time to develop.
 You must be patient as this indicates that your organization is here for the long-term and
is not looking only for short-term gains.
 Always be respectful and courteous when dealing with others as this leads to the
harmonious relationships necessary within business.
 Rank is always respected. The eldest person in the group is revered.
 Most Singaporeans are soft-spoken and believe a calm demeanor is superior to a more
aggressive style.
 Watch your body language and facial expressions.
33
 Appointments are necessary and should be made at least 2 weeks in advance, whenever
possible.
 The most formal way to schedule a meeting is to write to the person concerned, although
most Singaporeans will schedule an appointment by telephone, fax, or e-mail.
 Do not try to schedule meetings during Chinese New Year (late January/early February),
since many businesses close for the entire week.
 You should arrive at meetings on time. Punctuality is a virtue.
 There will be period of small talk before getting down to business discussions.
 Since questioning authority is a taboo, it is important to encourage questions after making
a presentation and then smile when a question is eventually asked.
 Presentations should be accompanied by backup material, including charts and figures.
 Never disagree or criticize someone who is senior to you in rank as it will cause both of
you to lose face and may destroy the business relationship.
 Pay attention to non-verbal communication.
Negotiating
 Always send a list of people who will be attending the negotiations and their title well in
advance.
 Always wait to be told where to sit. There is a strict hierarchy that must be followed.
Business negotiations happen at a slow pace.
 Singaporeans are non-confrontational. They will not overtly say 'no'; likewise, their 'yes'
does not always signify agreement.
 Singaporeans give a respectful pause of up to 15 seconds before answering a question.
Do not start speaking too quickly or you will miss the answer.
 Be prepared with a mental list of concessions you would be willing to make that would
not injure your own business.
 Singaporeans are tough negotiators on price and deadlines, decision based on consensus.
 Avoid losing your temper or you will lose face and damage your relationship.
 If you are signing a contract with ethnic Chinese, the signing date may be determined by
an astrologer or a geomancer (feng shui man).
Business Cards
 Business cards are exchanged after the initial introductions.

 Business cards are exchanged using both hands.
 If you will be meeting ethnic Chinese, it is a good idea to have one side of your card
translated into Mandarin. Have the Chinese characters printed in gold, as this is an
auspicious color. Hand your card so the typeface faces the recipient.
 Examine business cards carefully before putting them in a business card case.
 Treat business cards with respect. This is indicative of how you will treat the relationship.
 Your own business cards should be maintained in pristine condition. Never give someone
a tattered card.
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Group Task
Give comment to the following statement:
“Prejudice can never be eliminated because it is so deeply rooted in

human nature.”
 Make your comment in a typed form with Font Style: Times New Roman 12, in a A4
(quarto) paper format. Submit your comment on April 5th, 2014. Do this project in group
of 4, and compose in more or less 250 words, double space.
 Don‟t forget to write your names and student numbers
35
V. NON ENGLISH SPEAKING COUNTRIES
Studying other culture without prejudice will ease us to communicate, and if open heartedly we
respect the differences we can learn the best things for our betterment. With the advance of
Asian economic growth and Japan is the leading country, it is also important to know more about
this Non English Speaking Country‟s culture. We have to admit that in our life now we cannot
avoid the Japanese brands that bombard us from all sides. From automobile to culinary things,
Japan awes the world not only in their product quality but also in the quantity as well. Why such
a tiny country which is over populated can dominate Asian economy? We can learn it by
studying their culture and comparing it with Indonesian culture.
1. JAPAN
Location : Eastern Asia, island chain between the North Pacific Ocean and the Sea
of Japan/East Sea, east of the Korean Peninsula.
Capital : Tokyo
Ethnic Make-up : Japanese 99%, others 1% (Korean 511,262, Chinese 244,241, Brazilian
182,232, Filipino 89,851, other 237,914)
Religions : observe both Shinto and Buddhist 84%, others 16% (including Christian
0.7%)
The Japanese Language
Japanese is the sixth most spoken language in the world, with over 99% percent of the country's
population using it. Amazingly, the language is spoken in scarcely any region outside Japan.
The origin of the Japanese language has many theories in reference to it, some believe it is
similar to the Altaic languages, namely Turkish or Mongolian. It is recognized and
acknowledged to be close in syntax to the Korean language.
Dialects are used in areas, particularly in Kyoto and Osaka, but standard Japanese, based on the
speech of Tokyo, has become more popular through the use of television, radio and movies.
Japanese Society & Culture
The Japanese and 'Face'
 Saving face is crucial in Japanese society.

 The Japanese believe that turning down someone's request causes embarrassment and
loss of face to the other person.
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 If the request cannot be agreed to, they will say, 'it's inconvenient' or 'it's under
consideration'.
 Face is a mark of personal dignity and means having high status with one's peers.
 The Japanese will try never to do anything to cause loss of face. Therefore, they do not
openly criticize, insult, or put anyone on-the-spot.
 Face can be lost, taken away, or earned through praise and thanks.
Harmony in Japanese Society
 Harmony is the key value in Japanese society.

 Harmony is the guiding philosophy for the Japanese in family and business settings and
in society as a whole.
 Japanese children are taught to act harmoniously and cooperatively with others from the
time they go to pre-school.
 The Japanese educational system emphasizes the interdependence of all people, and
Japanese children are not raised to be independent but rather to work together.
 This need for harmonious relationships between people is reflected in much Japanese
behavior.
 They place great emphasis on politeness, personal responsibility and working together for
the universal, rather than the individual, good.
 They present facts that might be disagreeable in a gentle and indirect fashion.
 They see working in harmony as the crucial ingredient for working productively.
Japanese Non-Verbal Communication
 Since the Japanese strive for harmony and are group dependent, they rely on facial
expression, tone of voice and posture to tell them what someone feels.
 They often trust non-verbal messages more than the spoken word as words can have
several meanings.
 The context in which something is said affects the meaning of the words. Therefore, it is
imperative to understand the situation to fully appreciate the response.
 Frowning while someone is speaking is interpreted as a sign of disagreement.
 Most Japanese maintain an impassive expression when speaking.
 Expressions to watch out for include inhaling through clenched teeth, tilting the head,
scratching the back of the head, and scratching the eyebrow.
 Non-verbal communication is so vital that there is a book for 'gaijins' (foreigners) on how
to interpret the signs!
 It is considered disrespectful to stare into another person's eyes, particularly those of a
person who is senior to you because of age or status.
 In crowded situations the Japanese avoid eye contact to give themselves privacy.
Japanese Hierarchy
37
 The Japanese are very conscious of age and status.
 Everyone has a distinct place in the hierarchy, be in the family unit, the extended family,
a social or a business situation.
 At school children learn to address other students as senior to them ('senpai') or junior to
them ('kohai').
 The oldest person in a group is always revered and honored. In a social situation, they
will be served first and their drinks will be poured for them.
Etiquette & Customs in Japan
Meeting Etiquette
 Greetings in Japan are very formal and ritualized.

 It is important to show the correct amount of respect and deference to someone based
upon their status relative to your own.
 If at all possible, wait to be introduced.
 It can be seen as impolite to introduce your self even in a large gathering.
 While foreigners are expected to shake hands, the traditional form of greeting is the bow.
How far you bow depends upon your relationship to the other person as well as the
situation. The deeper you bow, the more respect you show.
 A foreign visitor ('gaijin') may bow the head slightly, since no one expects foreigners to
generally understand the subtle nuances of bowing.
 Gift-giving is highly ritualistic and meaningful.

 The ceremony of presenting the gift and the way it is wrapped is as important -sometimes
more important-than the gift itself.
 Gifts are given for many occasions.
 The gift need not be expensive, but take great care to ask someone who understands the
culture to help you decide what type of gift to give.
 Good quality chocolates or small cakes are good ideas.
 Do not give lilies, camellias or lotus blossoms as they are associated with funerals.
 Do not give white flowers of any kind as they are associated with funerals.
 Do not give potted plants as they encourage sickness, although a bonsai tree is always
acceptable.
 Give items in odd numbers, but not 9, and 4 is always associated with death.
 If you buy the gift in Japan, have it wrapped.
 Pastel colors are the best choices for wrapping paper.
Dining Etiquette
38
On the rare occasion you are invited to a Japanese house:
 Remove your shoes before entering and put on the slippers left at the doorway.
 Leave your shoes pointing away from the doorway you are about to walk through.
 Arrive on time or no more than 5 minutes late if invited for dinner.
 If invited to a large social gathering, arriving a little bit later than the invitation is
acceptable, although punctuality is always appreciated.
 Unless you have been told the event is casual, dress as if you were going into the office.
 If you must go to the toilet, put on the toilet slippers and remove them when you are
finished.
Watch your Table Manners!
 Wait to be told where to sit. There is a protocol to be followed.

 The honored guest or the eldest person will be seated in the centre of the table the furthest
from the door.
 The honored guest or the eldest is the first person to begin eating.
 Never point your chopsticks.
 It will yield tremendous dividends if you learn to use chopsticks.
 Do not pierce your food with chopsticks.
 Chopsticks should be returned to the chopstick rest after every few bites and when you
drink or stop to speak.
 Do not cross your chopsticks when putting them on the chopstick rest.
 Place bones on the side of your plate.
 Try a little bit of everything. It is acceptable to ask what something is and even to make a
face if you do not like the taste.
 Don't be surprised if your Japanese colleagues slurp their noodles and soup.
 Mixing other food with rice is usually not done. You eat a bit of one and then a bit of the
other, but they should never be mixed together as you do in many Western countries.
 If you do not want anything more to drink, do not finish what is in your glass. An empty
glass is an invitation for someone to serve you more.
 When you have finished eating, place your chopsticks on the chopstick rest or on the
table. Do not place your chopsticks across the top of your bowl.
 If you leave a small amount of rice in your bowl, you will be given more. To signify that
you do not want more rice, finish every grain in your bowl.
 It is acceptable to leave a small amount of food on your plate when you have finished
eating.
 Conversation at the table is generally subdued. The Japanese like to savor their food.
Business Etiquette and Protocol in Japan
39
Understanding of Foreign Ways
 Japanese understand that it is very difficult for foreigners to work in Japan.

 They will not expect you to speak or read Japanese, or be conversant with their strict
cultural nuances and protocol.
 Mistakes are allowed as long as genuine respect is shown at all times.
 They will usually try to help you but often feel embarrassment at their own lack of
understanding or English language ability.
 The Japanese prefer to do business on the basis of personal relationships.

 In general, being introduced or recommended by someone who already has a good
relationship with the company is extremely helpful as it allows the Japanese to know how
to place you in a hierarchy relative to themselves.
 One way to build and maintain relationships is with greetings / seasonal cards.
 It is important to be a good correspondent as the Japanese hold this in high esteem.
 Appointments are required and, whenever possible, should be made several weeks in
advance.
 It is best to telephone for an appointment rather than send a letter, fax or email.
 Punctuality is important. Arrive on time for meetings and expect your Japanese
colleagues will do the same.
 Since this is a group society, even if you think you will be meeting one person, be
prepared for a group meeting.
 The most senior Japanese person will be seated furthest from the door, with the rest of the
people in descending rank until the most junior person is seated closest to the door.
 It may take several meetings for your Japanese counterparts to become comfortable with
you and be able to conduct business with you.
 This initial getting to know you time is crucial to laying the foundation for a successful
relationship.
 You may be awarded a small amount of business as a trial to see if you meet your
commitments.
 If you respond quickly and with excellent service, you prove your ability and
trustworthiness.
 Never refuse a request, no matter how difficult or non-profitable it may appear. The
Japanese are looking for a long-term relationship.
 Always provide a package of literature about your company including articles and client
testimonials.
 Always give a small gift, as a token of your esteem, and present it to the most senior
person at the end of the meeting. Your Japanese contact can advise you on where to find
something appropriate.
40
Business Negotiation
 The Japanese are non-confrontational.

 They have a difficult time saying 'no', so you must be vigilant at observing their non-
verbal communication.
 It is best to phrase questions so that they can answer yes. For example, do you disagree
with this? Group decision-making and consensus are important.
 Written contracts are required.
 The Japanese often remain silent for long periods of time. Be patient and try to work out
if your Japanese colleagues have understood what was said.
 Japanese prefer broad agreements and mutual understanding so that when problems arise
they can be handled flexibly.
 Using a Japanese lawyer is seen as a gesture of goodwill. Note that Japanese lawyers are
quite different from Western lawyers as they are much more functionary.
 Never lose your temper or raise your voice during negotiations.
 Some Japanese close their eyes when they want to listen intently.
 The Japanese seldom grant concession. They expect both parties to come to the table with
their best offer.
 The Japanese do not see contracts as final agreements so they can be renegotiated.
Dress Etiquette
 Business attire is conservative.

 Men should wear dark-colored, conservative business suits.
 Women should dress conservatively.
Business Cards
 Business cards are exchanged constantly and with great ceremony.

 Invest in quality cards, and always keep your business cards in pristine condition.
 Treat the business card you receive as you would the person.
 You may be given a business card that is only in Japanese.
 It is wise to have one side of your business card translated into Japanese.
 Give your business card with the Japanese side facing the recipient.
 Make sure your business card includes your title, so your Japanese colleagues know your
status within your organization.
 Business cards are given and received with two hands and a slight bow.
 Examine any business card you receive very carefully.
 During a meeting, place the business cards on the table in front of you in the order people
are seated.
 When the meeting is over, put the business cards in a business card case or a portfolio.
41
2. INDONESIA
Location : South-eastern Asia, archipelago between the Indian Ocean and the
Pacific Ocean
Capital : Jakarta
Ethnic Groups : Javanese 45%, Sundanese 14%, Madurese 7.5%, coastal Malays 7.5%,
other 26%
Religions : Muslim 88%, Protestant 5%, Roman Catholic 3%, Hindu 2%, Buddhist
1%, other 1%
Language
The official language of Indonesia is known as Indonesian or 'Bahasa Indonesia'. Indonesian is a

standardized dialect of the Malay language and was formulated at the time of the declaration of
Indonesian independence in 1945. Malay and Indonesian remain very similar.
Although it is the official language, in reality bahasa Indonesia is the second language in most of
the Indonesian population. Due to the sheer size and fractured islands that make-up the country
most people speaks regional dialects such as Minangkabau or Javanese. These will usually be
spoken at home and in the local community but at work or at school Indonesian is used.
Indonesian Society & Culture
Diversity
 Indonesia is a hugely diverse nation.

 It is made up of over 17,500 islands (6,000 of which are inhabited) which are home to
over 300 ethnic groups.
 Each province has its own language, ethnic make-up, religions and history.
Consequently, there are various kinds of cultural differences especially in the way of
greeting, eating, believing in superstition etc.
 Most people will define themselves locally before nationally.
 In addition there are many cultural influences stemming back from difference in heritage.
Indonesians are a mix of Chinese, European, Indian, and Malay.
 Although Indonesia has the largest Muslim population in the world it also has a large
number of Christian Protestants, Catholics, Hindus and Buddhists.
 This great diversity has needed a great deal of attention from the government to maintain
a cohesion.
 As a result the national motto is "Unity in Diversity", the language has been standardized
and a national philosophy has been devised know as "Pancasila" which stresses universal
justice for all Indonesians.
42
Group Thinking
 Due to the diverse nature of Indonesian society there exists a strong pull towards the
group, whether family, village or island.
 People will define themselves according to their ethnic group, family and place of
birth.
 The family is still very traditional in structure.
 Family members have clearly defined roles and a great sense of interdependence.
Hierarchy
As with most group orientated cultures, hierarchy plays a great role in Indonesian culture.
 Hierarchical relationships are respected, emphasized and maintained.

 Respect is usually shown to those with status, power, position, and age.
 This can be seen in both the village and the office where the most senior is expected to
make group decisions.
 Superiors are often called "bapak" or "ibu", which means the equivalent of father or
mother, sir or madam.
 Although those higher up the hierarchy make decisions Indonesians are advocates of
group discussion and consensus. This tie back to the idea of maintaining strong group
cohesiveness and harmonious relationships.
Face
Due to the need to maintain group harmony the concept of 'face' is important to understand.
 In Indonesia the concept is about avoiding the cause of shame ("malu").

 Consequently, people are very careful how they interact and speak.
 Although a foreigner can not be expected to understand the nuances of the concept it is
crucial to keep an eye on ones behavior.
 One should never ridicule, shout at or offend anyone. Imperfections should always be
hidden and addresses privately. Similarly blame should never be aimed at any
individual/group publicly.
 One manifestation of the concept of face/shame is that Indonesians communicate quite
indirectly, i.e. they would never wish to cause anyone shame by giving them a negative
answer so would phrase it a way where you would be expected to realize what they truly
want to say.
 Bahasa Indonesian actually has 12 ways of saying "No" and several other ways of saying
"Yes" when the actual meaning is "No" !
43
General Etiquette Guidelines
 In general greetings can be rather formal as they are meant to show respect.
 A handshake is the most common greeting accompanied with the word "Selamat."
 Many Indonesians may give a slight bow or place their hands on their heart after shaking
your hand.
 If you are being introduced to several people, always start with the eldest or most senior
person first.
 Titles are important in Indonesia as they signify status. If you know of any titles ensure
you use them in conjunction with the name.
 Some Indonesians only have one name, although it is becoming more common for people
to have a first name and a surname, especially in the middle and upper class.
 Many Indonesians, especially those from Java, may have had an extremely long name,
which was shortened into a sort of nickname for everyday conversation.
 There are several ethnic groups in Indonesia. Most have adopted Indonesian names over
the years, while some retain the naming conventions of their ethnicity.
Gift giving etiquette in Indonesia heavily depends on the ethnicity of the receiver.
Here are some general gift giving guidelines:
Gift giving etiquette for the Chinese:
 It is considered polite to verbally refuse a gift before accepting it. This shows that the
recipient is not greedy.
 Items to avoid include scissors, knives or other cutting utensils as they indicate that you
want to cut the relationship.
 Elaborate wrapping is expected - gold and red and considered auspicious.
Gift giving etiquette for ethnic Malays / Muslims:
 In Islam alcohol is forbidden. Only give alcohol if you know the recipient will appreciate
it.
 Any food substance should be "halal" - things that are not halal include anything with
alcoholic ingredients or anything with pork derivatives such as gelatine.
 Halal meat means the animal has been slaughtered according to Islamic principles.
 Offer gifts with the right hand only.
 Give/receive the gifts using your right hand or your two hands.
44
Gift giving etiquette for ethnic Indians:
 Offer gifts with the right hand only.

 Wrap gifts in red, yellow or green paper or other bright colors as these bring good
fortune.
 Do not give leather products to a Hindu.
 Do not give alcohol unless you are certain the recipient imbibes.
Dining Etiquette
Dining etiquette is generally relaxed but depends on the setting and context. The more formal the
occasion the more formal the behavior. Below are some basic dining etiquette tips.
 Wait to be shown to your place - as a guest you will have a specific position.
 Food is often taken from a shared dish in the middle. You will be served the food and it
would not be considered rude if you helped yourself after that.
 If food is served buffet style then the guest is generally asked to help themselves first. It
is considered polite that the guest insist others go before him/her but this would never
happen.
 In formal situations, men are served before women.
 Wait to be invited to eat before you start.
 A fork and spoon are often the only utensils at the place setting. Depending on the
situation some people may use their hands.
 Eat or pass food with your right hand only.
Business Cards
 Business cards are normally exchanged after the initial handshake and greeting.
 Business cards should display your title. This helps enhance your image and credibility.
 Although not required, having one side of your card printed in Bahasa shows respect.
 Give/accept cards using two hands or the right hand.
 Examine a business card you receive before putting it on the table next to you or in a
business card case.
 It is important to treat business cards with respect.
What to Wear?
 Business attire is generally conservative.

 Women should dress conservatively ensuring that they are well covered from ankle to
neck (for the Muslim). Tight fitting clothes are best avoided.
 Remember it is hot, so cotton or at least light clothing is best.
45
Communication Styles
 Indonesians are indirect communicators. This means they do not always say what they
mean. It is up to the listener to read between the lines or pay attention to gestures and
body language to get the real message.
 Generally speaking Indonesians speak quietly and with a subdued tone. Loud people
would come across as slightly aggressive.
 Business is personal in Indonesia so spend time through communication to build a strong
relationship. Dealing with someone face-to-face is the only effective way of doing
business.
 Indonesians abhor confrontation due to the potential loss of face. To be polite, they may
tell you what they think you want to hear. If you offend them, they will mask their
feelings and maintain a veil of civility. If an Indonesian begins to avoid you or acts coldly
towards you, there is a serious problem.
Business Meetings
 Initial meetings may be more about getting-to-know-you rather than business. Do not be
surprised if business is not even discussed.
 It is common for Indonesians to enter the meeting room according to rank. Although you
do not have to do this, doing so would give a good impression.
 Indonesians do not make hasty decisions because they might be viewed as not having
given the matter sufficient consideration. Be prepared to exercise patience.
 "Jam Karet" (rubber time) describes the Indonesian approach to time. Things are not
rushed as the attitude is that everything has its time and place. Time does not bring
money, good relations and harmony do.
 If negotiating, avoid pressure tactics as they are likely to backfire.
46
Exercises 1:
I. Answer the following questions in English:
1. Why is it impolite to give a Hindu a present made of leather?

2. What is the name of the New Zealand‟s native people? And how do they great
each other?
3. There are many different ethnic groups living in Singapore and United States of
America, but they can get along each other well. Why do you think they can do it
and how? (Answer based on your knowledge and opinion)
4. What are the differences between Melting Pot (USA), Patched Work (Canada)
and Bhineka Tunggal Ika (Indonesia)? And what are the similarities?
5. Will you open the present at once when a friend from England gives it to you?
Why?
6. When a friend from different country comes to your house and he/she doesn‟t
know how to use your bathroom and toilet, what would you do to help him/her?
7. Mentions the cultural performances (including sports) that you can find in Japan
(at least three)
8. Explain briefly the saying: „culture doesn‟t communicate but people do, and
misunderstanding happens not because of culture but people.‟
9. What‟s the meaning of Four Magic Words, and what‟s the importance in using
them when we socialize each other?
10. Many frictions or fight among tribes and clans happen in Indonesia. How do you
think Cross Cultural Understanding can help people to eliminate the fight?
II. Make a short essay telling your own (or your friend’s) experience about Cross
Cultural Misunderstanding, and how you (or your friend) overcome it.
47
VI. HOW TO GAIN UNDERSTANDING
Avoiding ethnocentric perception and behavior are not easy tasks, but these deeds are the keys
for understanding others‟ culture perfectly without prejudice. There are, however, some
suggestions that might help reduce the negative consequences of ethnocentrism.
First, try to avoid dogmatism. You can begin by asking yourself to think about the following
questions:
1. Jews cover their heads when they pray, but Protestants do not. Is one practice more
correct than the other?
2. Catholics have one God, Moslems have one God, Buddhists have no gods, and
Hindus have many gods. Is one belief more correct than the others?
3. In parts of Iran and Saudi Arabia, women cover their faces with veils, whereas
women in the US do not. Is one behavior more correct than the other?
4. In China, people eat with chopsticks, while in the US they use metal or plastic
utensils. Is one method more correct than the other?
These sort of rhetorical questions are limitless. We urge you to remember that it is not the
question that are important but rather the dogmatic manner in which people often answer them.
The danger of ethnocentrism is that it is strongest in political, moral, and religious settings. In
these contexts, it is easy to let culturally restricted view over shadow rationality. Hence, we again
urge you to be alert to narrowness and intolerance in any form. St. Thomas Aquinas said much
the same thing hundreds of year ago: “Beware of man of one book.”
Second, learn to be open to new views. Triandis converts this important idea into action when he
writes: “When we make a comparative judgment that our culture is in some ways better than
another, we need to learn to follow this judgment with two questions: Is that really true? What is
the objective evidence?” One of the main missions of this lesson is to expose you to a variety of
cultures so that you might be able to carry out the advice of Triandis by knowing the truth about
other cultures, as this lack of knowledge is a major cause of ethnocentrism.
Third, we have to remember what Edward Hall‟s conclude about high and low context culture.
Hall categorizes culture as being either high or low-context, depending degree to which meaning
comes from the setting rather than from the words being exchanged.
People from high-context cultures tend to be aware of their surroundings and can express and
interpret feelings without verbally stating them, while the opposite expression found in the
people from low-context cultures. The vivid example can be seen how the American depend on
more on spoken words rather than nonverbal behavior to convey messages. They think it is
important to be able to speak up and say what‟s on their mind. See the following table:
48
Cultures arranged along the High Context and Low Context Dimension
Source: Based on the work of Edward T. Hall., Beyond Culture (Garden City, NY: Doubleday, 1976): 91
HIGH CONTEXT CULTURES
Japanese
Chinese
Korean
African American
Native American
Arab
Greek
Latin
Italian
English
French
North American
Scandinavian
German
German/Swiss
LOW-CONTEXT CULTURES
High Context Culture: indirect, vague and implicit.
People from high-context culture tend to be aware of their surroundings and can
express and interpret feelings without verbally stating them. High context cultures
are more reliant on and tuned in to nonverbal communication.
Low Context Culture: direct and explicit.
As the closing of this handout, I would like to underline again that actually there is no bad or
good culture in the world. They are just different with what we have. Understanding the
differences need patience and honesty that should be started from our positive paradigm.
49
Exercises 2:
I. Answer the followings in English:
1. Explain briefly the saying: “Culture doesn‟t communicate but people do, and
misunderstanding happens not because of culture but people.”
2. Is it possible for those who have no Cross Cultural Knowledge and Awareness
have a Cross Cultural Sensitivity? Explain your answer.
3. „Belief‟ is an assumption and conviction that is held to be true by an individual or
a group regarding concepts, events, people and things. Give example that conflict
may happen because of people‟s insensitivity towards other‟s „Belief.‟
4. Which one do you think is more difficult to learn, value or norm of other nation?
Give your reasons based on your own experience.
5. Why are New Zealanders happy to be called KIWI? And why people call
Australia and New Zealand „down under?‟
6. What‟s the difference between English and British?
7. Why is British popular to be stiff upper lip people?
8. What does it mean by Melting Pot? Where does this jargon come from?
II. Choose The Correct Answer and Gives Explanation:
9. Faith is
(A) a religion or system of people‟s policy

(B) belief that needs proof
(C) unquestioning trust
(D) incomplete confidence
50
VII. CONCLUSION
Knowledge about other culture is the foundation to learn cultural differences. Anyhow, it is not
enough without having sensitivity if we want to get cultural understanding. Wise men say there
is no bad or good culture in the world and what we daily face is just differences. To cope with
variety of differences is actually as easy as A,B,C if we begin our effort with changing our
paradigm first based on our patience.
Steven Covey in his amazing book entitled The Seven Habit of Highly Effective People writes
that everyone can change his fate if he knows the right steps to do it. Steven gives us some
illustration how paradigm or mindset plays important role in changing our views about people
and life. Our positive paradigm that is habitually done will lead us to have good behavior and
character. And rationally those who have good character - which then become their nature - will
have bright and fruitful future.
So far, most of us estimate that west and east culture shows two poles that produce stressful
effort to understand. Actually differences not only happen in west and east cultures as even
diversity of tribes among one nation are sometimes framed into cultural misunderstanding too.
Language is an amazing tool to eliminate misunderstanding. The different tribes or ethnical

groups who cannot communicate in the same language have more possibility to stumble upon
friction and even war. We have witnessed how the African tribes fight each other just because of
simple miscommunication. English which is spoken by 350 million people in the world and one
billion people as their second language is the most worth-learning communicative language.
More than 50 countries in the world consider English as the official language and even most
people admit that English is the language of all knowledge and science. English is actually the
easiest communication tool since it has a long history to develop and has standard grammar rule.
Misunderstanding always sparks negative action if the doers do not try to learn each other‟s ideas
pacifically. Patience in such a case plays the most important role to strengthen the basic way for
everybody to understand each other. Let‟s deeply feel what is written in True Light about
patience:
Patience means tolerance, forbearance in undergoing suffering; one who is patient does
not give up all hopes, but on the contrary he is strong in heart, has a broad view and is
not narrow-minded. One who is patient can be regarded as having a sea of knowledge,
since he makes no difference between gold and mud, between friend and foe, but
considers them all alike.
Those who exercise to develop their patience, please try to avoid anger, short and narrow
mindedness. Narrow mindedness is caused by limited knowledge, and is expressed by
51
considering someone else’s ideas as being wrong because of differing from his
knowledge.
Again and again, patience and positive paradigm are the cores of cross-cultural understanding
that should be trained and habitually done every now and then in order to create cultural synergy
in our world - to build healthy and peaceful life among nations.
Reference:
Albert, R., & Triandis, H. C., 1979. Cross-Cultural Training: A Theoretical Framework and
Some Observations. Newbury House.
Baldrige, Letitia, 2003. Letitia Baldrige’s New Manners for New Times: A Complete Guide
to Etiquette. Simon and Schuster, USA
Covey, Stephen R., 1990. The Seven Habits of Highly Effective People. Covey Leadership
Center, Simon & Schuster, Inc. New York
Gladwell, Malcolm, 2008. Outliers. Hachette Book Group Inc. USA
Hall, Edward T., 1976. Beyond Culture. Garden City, NY: Doubleday.
H. T. Trueba & C. Barnett-Mizrahi (Eds.), 1999. Bilingual Multicultural Education and the
Professional: The Theory to Practice. Rowley, MA. Newbury House.
Hofstede, Gert Jan, Pedersen, Paul B. 2002. Exploring Culture. Nicholas Brealey Publishing,
London
James, Elaine St. 1995. Inner Simplicity. Hyperion, New York
Samovar, Larry A; Porter Richard, E; Mc Daniel Edwin, R, 2007. Communication Between

Cultures. Seventh Edition, Wadworth, Cengage Learning, Australia
Soenarto Mertowardoyo, True Light. Second Revised Edition, Paguyuban Ngesti Tunggal,
Jakarta
Stringer, Donna M and Cassiday, Patricia A., 2009. 52 Actvitie for Improving Cross-Cultural
Communication, Intercultural Press, A Nicholas Breakey Publishign Company, Boston
Triandis, Harry Charalambos, 1994. Culture and Social Behavior. Trafalgar House
Publishing, England
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MODULE FOR PRACTICE

CROSS CULTURAL UNDERSTANDING

Written and Compiled

Especially Written and Compiled for the 4th Semester Students,

III. BARRIERS TO CROSS CULTURAL UNSERSTANDING 6

IV. ENGLISH SPEAKING COUNTRIES 7

V. NON ENGLISH SPEAKING COUNTRIES 35

VI. HOW TO GAIN UNDERSTANDING 46

Since ethnocentrism is often an unconscious behavior, it is understandably difficult to

An example of ethnocentrism can be seen in western journalists‟ comments during the

Cultural relativism is in stark contrast to ethnocentrism – it is the refusal to make any

Facts and Statistics

The United Kingdom

The Class System

The Stiff Upper Lip

British Etiquette and Customs

Meeting and Greeting

 The handshake is the common form of greeting.

Gift Giving Etiquette

Business Etiquette and Protocol

The British Communication Style

In general, meetings will be rather formal:

Facts and Statistics

Language in the USA

American Society and Culture

America is ultimately a nation of immigrants and as a result is a cultural mish-mash in every

Informal and Friendly

Customs and Etiquette in the U.S.A

Meeting and Greeting

 Greetings are casual.

Gift Giving Etiquette

Business Etiquette and Protocol

 The hand shake is the common greeting.

Facts and Statistics

Australian Society & Culture

 Australians place a high value on relationships.

Gift Giving Etiquette

 Many invitations to an Aussies home will be for a 'barbie' (BBQ).

Watch your table manners!

Business Etiquette and Customs in Australia

Relationships & Communication

Business Meeting Etiquette

 Appointments are necessary and relatively easy to schedule.

Negotiating and Decision Making

 Business dress is conservative in Melbourne and Sydney.

Facts and Statistics

Location : Oceania, islands in the South Pacific Ocean, southeast of Australia

Language in New Zealand

Kiwi Society & Culture

 The country has no formal class structure.

Etiquette and Customs

Meeting and Greeting

 Greetings are casual, often consisting simply of a handshake and a smile.

Maori meeting and greeting

Gift Giving Etiquette

 New Zealanders are casual as is reflected in their table manners.

Maori Dining Etiquette

Business Etiquette & Protocol

Relationships & Communication

Business Meeting Etiquette

 The negotiating process takes time.

Facts and Statistics

Languages in the Philippines