It’s undeniable the importance of etiquette in the business nowsaday. It contributes to determine the success or failure of an enterprise. Therefore, in order to offer Savvycomers the essential tools to professionallly in the workplace and communicate effectively with clients, an internal training workshop on business etiquette was held in the meeting room on November 26th 2015.

2. Cross-cultural communication problems

3. OUTLINE
Clients’ expectation
Cultural differences
Greeting right
Small talks
Saying goodbyes
Communication tips

4. CLIENTS’ EXPECTATION
1. To know team
 Who are they?
 Are they hard-working?
 Can they communicate with
international clients?
2. To discover workplace
 Is this a good company?
 Do employees have a
professional working
environment?
 Does the company have
enough resources?
 Does the company
encourage personal
growth?
What clients expect when they visit us?

5. CULTURAL DIFFERENCESHigh–LowContext
Implied
message
vs. To the
point
Bodylanguage
Different
use of
hand
gestures,
eye
contact,
touch Space
Maintain a
distance
while
interacting
Structure
Flat
structure
vs.
Hierarchy
structure

6. DO GREETING RIGHT

7. Greeting process
Self-Introduction
Introduce yourself
by making direct
eye contact and
saying your first
name (and last
name)
Eye-contact
Make eye
contact and
smile to show
your friendliness
Handshake
A handshake
should last as long
as it takes you and
the other person to
say your name
Follow-up
Answer host’s
questions or
client’s
questions
Stand
Stand when
someone new
comes into
the room

8. When Client says “Hello” …
 Be formal to people who are older or those we meet for the first time
 Don’t call their name wrong
Hello
Good
afternoon
Welcome to
our office
Nice to
meet you
What’s your
name?

9. Handshake types
Culture Handshake
American Firm
German Firm, repeated
French Light, quick, repeated
British Soft
Middle Easterners Gentle, repeated
Japan Gentle, for some
shaking hand is
unfamiliar and
uncomfortable

10. Self-introduction formula
Hi, I’m Phong. I am an
iOS developer. I’m
working on a healthcare
project.
Self-introduction = Name + Position + Role (optional)
Hi, I’m Huong. I am
currently a Marketing
intern. Nice to meet
you.

11. The reality at Savvycom
Host
Client
You
 Host will introduce you to client
 Client or host will raise questions
 We can actively share about general matters

12. SMALL TALKS

13. Should or Shouldn’t
 How many times have you been in
Hanoi?
 Where are you from?
 Are you married?
 Have you visited the famous place
of HN?
 What is your religion?
 How old are you?
 What’s your favorite food?
 Can you recommend some places
to visit in (the US)?
 Do you have kids?
 How much do you earn per
month?
 What do you think about HN?/
traffic in HN?
 Have you tried dog meat?
 How long have you been here?

14. Should or Shouldn’t
 How many times have you been in
Hanoi?
 Where are you from?
 Are you married?
 Have you visited the famous place
of HN?
 What is your religion?
 How old are you?
 What’s your favorite food?
 Can you recommend some places
to visit in (the US)?
 Do you have kids?
 How much do you earn per
month?
 What do you think about HN?/
traffic in HN?
 Have you tried dog meat?
 How long have you been here?

15. Something to keep in mind
 Avoid sensitive and personal topics: sex, religion, politics, money,
family
 Don’t ask yes/no questions, make your conversation longer
 Listen carefully, show your interests and try to follow-up
 Be friendly, make eye contact & smile

16. SAYING GOODBYES …
Have a
good trip
Have a
nice
weekend
Goodbye
Nice to
see you
It was great
to see you
See you
soon

17. COMMUNICATION TIPS
Body language dos and don'ts
How to give client your name card
General tips

18. Body language
DOS
 Stand up straight
 Maintain eye-contact
 Be friendly by smiling
 Use appropriate hand
gestures
DON’TS
 Look at the ceiling
 Put hands at back
 Head and ear scratching
 Crossing legs
 Self-touch

19. How to give name card
 Give it in a readable way for recipients
 Keep the side with your information up

20. General communication tips
 Use correct title
 Listen carefully
 Slow down when you speak
 Speak clearly and concisely
 Use simple terms & vocabulary, don’t use slangs
 Ask questions when you don’t understand
 Communicate formally until you build rapport with clients

21. Q&A

22. Thank you
for listening!