Chapter7InternationalBusinessNegotiationEtiquetteChapter

07

InternationalBusinessNegotiationEtiquettePolitenessistheflowerofhumanity.—JosephJoubert

(7May,1754

–4May,1824)Frenchmoralist

and

essayistContentsBackgroundInformation2

SectionATextStudy

4

Humor5

SituationalDialogue7WordsandExpressions1SectionBTextStudy6Lead-in3Exercises8SectionABusinessNegotiationEtiquette

Chapter07

InternationalBusinessNegotiationEtiquette

backWordsandExpressions1.etiquette:n.Etiquetteisasetofcustomsandrulesforpolitebehavior,especiallyamongaparticularclassofpeopleorinaparticularprofession.(尤指特定階層的)禮儀;(尤指特定行業(yè)的)規(guī)矩—Howwelldoyouknowyourchopsticketiquette?對于這些關(guān)于筷子的禮儀，你知道多少呢？2.delineate:n.Ifyoudelineatesomethingsuchasanideaorsituation,youdescribeitordefineit,ofteninalotofdetail.描述—Biographymusttosomeextentdelineatecharacters.在某種程度上，傳記一定要描述人物。backWordsandExpressions3.corruption:n.Corruptionisdishonestyandillegalbehaviorbypeopleinpositionsofauthorityorpower.腐敗—Thepresidentfaces54chargesofcorruptionandtaxevasion.

總統(tǒng)面臨著54項腐敗和逃稅的指控。4.uncouth:

adj.Ifyoudescribeapersonasuncouth,youmeanthattheirbehaviorisvulgar,noisy,andunpleasant.(行為)粗魯?shù)?（語言、動作）笨拙的—ToaJapanese,spillinganythingisuncouth.對日本人來說,潑濺任何東西都是不文明的。backWordsandExpressions5.implement:

v.Ifyouimplementsomethingsuchasaplan,youensurethatwhathasbeenplannedisdone.實施;執(zhí)行—Thegovernmentpromisedtoimplementanewsystemtocontrolfinancialloaninstitutions.政府許諾要實施新的制度來控制金融貸款機(jī)構(gòu)。6.fortitude:n.

Ifyousaythatsomeonehasshown

fortitude,youadmirethemforbeingbrave,calm,anduncomplainingwhentheyhaveexperiencedsomethingunpleasantorpainful.剛毅

—Hesufferedalongseriesofillnesseswithtremendousdignityandfortitude.

他在病魔的長久折磨下表現(xiàn)出了高度的尊嚴(yán)和剛毅。backWordsandExpressions7.gusto:n.

Ifyoudosomething

with

gusto,youdoitwithenergeticandenthusiasticenjoyment.熱情

—Herswasaminorpart,butsheplayeditwithgusto.她的角色是個次要人物，但她仍帶著熱情去表演。8.valiantly:adv.inabraveanddeterminedmanner,thoughitmayleadtofailureordefeat頑強(qiáng)地—Hesufferedfurtherheartattacksandstrokes,allofwhichhefoughtvaliantly.他又發(fā)作過幾次心臟病并中過幾次風(fēng)，他與這一切都作了頑強(qiáng)的斗爭。backWordsandExpressions9.jest:vi.

Ifyou

jest,youtelljokesorsayamusingthings.開玩笑

[正式]—Heenjoyeddrinkingandjestingwithhiscronies.他喜歡與他的死黨飲酒說笑。10.trump:

vt.

Ifyou

trump

whatsomeonehassaidordone,youbeatitbysayingordoingsomethingelsethatseemsbetter.(因說或做得更好而)勝過—TheRepublicanstriedtotrumpthiswiththeirslogan.共和黨人試圖用他們的口號來勝出。backWordsandExpressions11.attire:n.Yourattireistheclothesyouarewearing.服裝—Yourinterviewattireshouldmatchthedresscodeofthecompany,orbeonestepup.你的面試服裝應(yīng)該符合公司的著裝規(guī)范，或更上一層樓。12.manicure:

v.Ifyoumanicureyourhandsornails,youcareforthembysofteningyourskinandcuttingandpolishingyournails.護(hù)理手指甲—Hewassurprisedtoseehowcarefullyshehadmanicuredherbroadhands.看到她那么仔細(xì)地護(hù)理她那雙大手他很驚訝。backWordsandExpressions13.patronizing:adj.Ifsomeoneispatronizing,theyspeakorbehavetowardyouinawaythatseemsfriendly,butthatshowsthattheythinktheyaresuperiortoyou.屈尊地表不滿—Thetoneoftheinterviewwasunnecessarilypatronizing.這場會面的語氣屈尊得很沒必要。14.subdue:

v.tosubduefeelingsmeanstomakethemlessstrong.克制(感情)—Heforcedhimselftosubdueandovercomehisfears.他強(qiáng)迫自己克制并戰(zhàn)勝他的恐懼。backWordsandExpressions15.expatriate:n.Anexpatriateissomeonewhoislivinginacountrythatisnottheirown.僑居者—AtatimewhenlabourcostsarerisingrapidlyinChina,newsocialinsuranceleviesonexpatriatestaffcouldfurtherincreasethecostofdoingbusinessinChina.在中國勞動力成本快速上升之際，要求外籍員工繳納社會保險費(fèi)可能進(jìn)一步推高在華經(jīng)營的成本。backBackgroundInformation1.Communicationetiquette

TheuseoftitlesmustbeemployedasasignofrespectandacknowledgestheverticalhierarchicalstructureofChinesesociety.Thereisastrictcommunicationetiquettethatneedstobecorrectlyobserved.TheChinesearetraditionalistsandmanyoftheirancientritualsarestillpracticedtoday.Aglobalnegotiatorfromthewest,whounderstandsthisadherencetoancientritesandpractices,willfinditeasiertonegotiate.backBackgroundInformation2.Dressetiquette(1)DressetiquetteinChinaBusinessattireisconservativeandunpretentious.Menshouldweardarkcolored,conservativebusinesssuits.Womenshouldwearconservativebusinesssuitsordresseswithahighneckline.

Womenshouldwearflatshoesorshoeswithverylowheels.Brightcolorsshouldbeavoided.backBackgroundInformation2.Dressetiquette(2)DressetiquetteinJapanBusinessattireisconservative.Menshouldweardark-colored,conservativebusinesssuits.Womenshoulddressconservatively.backBackgroundInformation2.Dressetiquette(3)DressetiquetteinSaudiArabiaMostSaudiswearlongwhiterobes.Youwouldbeexpectedtowearasuit.Dresswellifyouwanttomakeagoodimpression.

Businesswomenshouldmakecertainthattheircollarbonesandkneesarecoveredandthattheirclothesarenotform-fitting.backBackgroundInformation2.Dressetiquette(4)DressetiquetteinUSAandCanadaWhatisconsideredappropriatebusinessattirevariesbygeographicregion,dayoftheweekandindustry.Ingeneral,peopleintheEastdressmoreformally,whilepeopleintheWestareknownforbeingabitmorecasual.Executivesusuallydressformallyregardlessofwhichpartofthecountrytheyarein.CasualFridayiscommoninmanycompanies.Hightechnologycompaniesoftenwearcasualclotheseveryday.Foraninitialmeeting,dressingconservativelyisalwaysingoodtaste.Womencanwearbusinesssuits,dressesorpantsuits.Menshouldwearabusinesssuitunlessyouknowthefirmtobequitecasual.backBackgroundInformation2.Dressetiquette(5)DressetiquetteinBrazilBrazilianspridethemselvesondressingwell.Menshouldwearconservative,darkcoloredbusinesssuits.Three-piecesuitstypicallyindicatethatsomeoneisanexecutive.Womenshouldwearsuitsordressesthatareelegantandfemininewithgoodqualityaccessories.Manicuresareexpected.backBackgroundInformation2.Dressetiquette(6)DressetiquetteinAustraliaBusinessdressisconservativeinMelbourneandSydney.Menshouldwearadarkcolored,conservativebusinesssuit.Womenshouldwearasmartdressorabusinesssuit.InBrisbaneorothertropicalareas,dependingonthejobfunctionandcompanyculture,menmaywearshirts,tiesandBermudashorts.backBackgroundInformation2.Dressetiquette(7)DressEtiquetteinSouthAfricaBusinessattireisbecomingmoreinformalinmanycompanies.However,forthefirstmeeting,itisbesttodressmoreconservatively.Menshouldweardarkcoloredconservativebusinesssuits.

Womenshouldwearelegantbusinesssuitsordresses.backBackgroundInformation3.Meetingetiquette(1)MeetingetiquetteinChinaGreetingsareformalandtheoldestpersonisalwaysgreetedfirst.Handshakesarethemostcommonformofgreetingwithforeigners.ManyChinesewilllooktowardsthegroundwhengreetingsomeone.Addressthepersonbyanhonorifictitleandtheirsurname.Iftheywanttomovetoafirst-namebasis,theywilladviseyouwhichnametouse.TheChinesehaveaterrificsenseofhumor.Theycanlaughatthemselvesmostreadilyiftheyhaveacomfortablerelationshipwiththeotherperson.Bereadytolaughatyourselfgiventhepropercircumstances.backBackgroundInformation3.Meetingetiquette(2)MeetingetiquetteinUKThehandshakeisthecommonformofgreeting.TheBritishmightseemalittlestiffandformalatfirst.Avoidprolongedeyecontactasitmakespeoplefeeluncomfortable.Thereisstillsomeprotocoltofollowwhenintroducingpeopleinabusinessormoreformalsocialsituation.Thisisoftenaclassdistinction,withthe‘upperclass’holdingontothelong-standingtraditions:Introduceayoungerpersontoanolderperson.Introduceapersonoflowerstatustoapersonofhigherstatus.Whentwopeopleareofsimilarageandrank,introducetheoneyouknowbettertotheotherperson.backBackgroundInformation3.Meetingetiquette(3)MeetingetiquetteinUSAGreetingsarecasual.Ahandshake,asmile,anda“hello”areallthatisneeded.Smile!Usefirstnames,andbesuretointroduceeveryonetoeachother.

backBackgroundInformation3.Meetingetiquette(4)MeetingetiquetteinCanadaThemostcommongreetingisthehandshake.Itshouldbefirmandaccompaniedbydirecteyecontactandasinceresmile.Waituntilinvitedbeforeusingsomeone’sfirstnamealthoughCanadianstendtomovetoafirst-namebasisrapidly.FrenchCanadianfriendsmaygreeteachotherbylightlykissingonthecheeks(onceontheleftcheekandonceontheright).IfusingFrenchinQuebecalwaysusetheformalpronoun“vous”(you)whenspeakingtosomeoneanddonotswitchtotheinformal“tu”unlessinvitedtodoso.

backBackgroundInformation3.Meetingetiquette(5)MeetingetiquetteinJapanGreetingsinJapanareveryformalandritualized.Itisimportanttoshowthecorrectamountofrespectanddeferencetosomeonebasedupontheirstatusrelativetoyourown.Ifatallpossible,waittobeintroduced.Itcanbeseenasimpolitetointroduceyourself,eveninalargegathering.Whileforeignersareexpectedtoshakehands,thetraditionalformofgreetingisthebow.Howfaryoubowdependsuponyourrelationshiptotheotherpersonaswellasthesituation.Thedeeperyoubow,themorerespectyoushow.Aforeignvisitor(“gaijin”)maybowtheheadslightly,sincenooneexpectsforeignerstogenerallyunderstandthesubtlenuancesofbowing.

backBackgroundInformation3.Meetingetiquette(6)MeetingetiquetteinAustraliaAustraliansarenotveryformalsogreetingsarecasualandrelaxed.Ahandshakeandsmilesuffices.WhileanAustralianmaysay,“G’day”or“G’day,mate”,thismaysoundpatronizingfromaforeigner.Visitorsshouldsimplysay,“Hello”or“Hello,howareyou?”Aussiesprefertousefirstnames,evenattheinitialmeeting

backBackgroundInformation3.Meetingetiquette

(7)MeetingetiquetteinBrazilMenshakehandswhengreetingoneanother,whilemaintainingsteadyeyecontact.Womengenerallykisseachother,startingwiththeleftandalternatingcheeks.HuggingandbackslappingarecommongreetingsamongBrazilianfriends.Ifawomanwishestoshakehandswithaman,sheshouldextendherhandfirst.backBackgroundInformation3.Meetingetiquette(8)MeetingetiquetteinSaudiArabiaMenshakehands.Goodfriendsmaygreeteachotherwithahandshakeandakissoneachcheek.Womengenerallyhugandkissclosefriends.Menandwomenwouldnotgreeteachotherinpublicfromoutsidethefamily.WhenSaudisgreeteachothertheytaketheirtimeandconverseaboutgeneralthings.

backBackgroundInformation3.Meetingetiquette

(9)MeetingetiquetteinSouthAfricaThereareseveralgreetingstylesinSouthAfricadependingupontheethnicheritageofthepersonyouaremeeting.Whendealingwithforeigners,mostSouthAfricansshakehandswhilemaintainingeyecontactandsmiling.Somewomendonotshakehandsandmerelynodtheirhead,soitisbesttowaitforawomantoextendherhand.Menmaykissawomantheyknowwellonthecheekinplaceofahandshake.Greetingsareleisurelyandincludetimeforsocialdiscussionandexchangingpleasantries.

backBackgroundInformation4.Businesscardsetiquette(1)BusinesscardsetiquetteinChinaBusinesscardsareexchangedaftertheinitialintroduction.HaveonesideofyourbusinesscardtranslatedintoChineseusingsimplifiedChinesecharactersthatareprintedingoldinksincegoldisanauspiciouscolor.Yourbusinesscardshouldincludeyourtitle.Ifyourcompanyistheoldestorlargestinyourcountry,thatfactshouldbeonyourcardaswell.Holdthecardinbothhandswhenofferingit,Chinesesidefacingtherecipient.Examineabusinesscardbeforeputtingitonthetablenexttoyouorinabusinesscardcase.Neverwriteonsomeone’scardunlesssodirected.backBackgroundInformation4.Businesscardsetiquette(2)BusinesscardsetiquetteinJapanBusinesscardsareexchangedconstantlyandwithgreatceremony.Investinqualitycards.Alwayskeepyourbusinesscardsinpristinecondition.Treatthebusinesscardyoureceiveasyouwouldtheperson.YoumaybegivenabusinesscardthatisonlyinJapanese.ItiswisetohaveonesideofyourbusinesscardtranslatedintoJapanese.GiveyourbusinesscardwiththeJapanesesidefacingtherecipient.

backBackgroundInformation4.Businesscardsetiquette

(2)BusinesscardsetiquetteinJapanMakesureyourbusinesscardincludesyourtitle,soyourJapanesecolleaguesknowyourstatuswithinyourorganization.Businesscardsaregivenandreceivedwithtwohandsandaslightbow.Examineanybusinesscardyoureceiveverycarefully.Duringameeting,placethebusinesscardsonthetableinfrontofyouintheorderpeopleareseated.Whenthemeetingisover,putthebusinesscardsinabusinesscardcaseoraportfolio.

backBackgroundInformation4.Businesscardsetiquette

(3)BusinesscardsetiquetteinAustraliaBusinesscardsareexchangedattheinitialintroductionwithoutformalritual.Ifyouarenotgivenabusinesscard,itisnotaninsult;thepersonsimplymaynothaveone.backBackgroundInformation4.Businesscardsetiquette(4)BusinesscardsetiquetteinBrazilBusinesscardsareexchangedduringintroductionswitheveryoneatameeting.Itisadvisable,althoughnotrequired,tohavetheothersideofyourbusinesscardtranslatedintoPortuguese.PresentyourbusinesscardwiththePortuguesesidefacingtherecipient.

backBackgroundInformation4.Businesscardsetiquette(5)BusinesscardsetiquetteinSaudiArabiaBusinesscardsaregiventoeveryoneyoumeet,althoughitmaybeanideatobeselectiveifyouhavefewinyourpossession.HaveonesideofyourcardtranslatedintoArabic.Besuretocheckthetranslationcarefullyasthereisoftenconfusionwiththeorderofwesternnames.

backBackgroundInformation5.Businessdiningetiquette(1)BusinessdiningetiquetteinChinaTheChineseprefertoentertaininpublicplacesratherthanintheirhomes,especiallywhenentertainingforeigners.Ifyouareinvitedtotheirhouse,consideritagreathonor.Ifyoumustturndownsuchanhonor,itisconsideredpolitetoexplaintheconflictinyourschedulesothatyouractionsarenottakenasaslight.Arriveontime.Removeyourshoesbeforeenteringthehouse.Bringasmallgifttothehostess.backBackgroundInformation5.Businessdiningetiquette(1)BusinessdiningetiquetteinChinaEatwelltodemonstratethatyouareenjoyingthefood!Tablemanners:Learntousechopsticks.Waittobetoldwheretosit.Theguestofhonorwillbegivenaseatfacingthedoor.Thehostbeginseatingfirst.Youshouldtryeverythingthatisofferedtoyou.Nevereatthelastpiecefromtheservingtray.Beobservanttootherpeoples’needs.backBackgroundInformation5.Businessdiningetiquette(1)BusinessdiningetiquetteinChinaChopsticksshouldbereturnedtothechopstickrestaftereveryfewbitesandwhenyoudrinkorstoptospeak.Thehostoffersthefirsttoast.Donotputbonesinyourbowl.Placethemonthetableorinaspecialbowlforthatpurpose.Holdthericebowlclosetoyourmouthwhileeating.DonotbeoffendedifaChinesepersonmakesslurpingorbelching

sounds;itmerelyindicatesthattheyareenjoyingtheirfood.Therearenostrictrulesaboutfinishingallthefoodinyourbowl.backBackgroundInformation5.Businessdiningetiquette(2)BusinessdiningetiquetteinJapanOntherareoccasionyouareinvitedtoaJapanesehouse:Removeyourshoesbeforeenteringandputontheslippersleftatthedoorway.Leaveyourshoespointingawayfromthedoorwayyouareabouttowalkthrough.Arriveontimeornomorethan5minuteslateifinvitedfordinner.Ifinvitedtoalargesocialgathering,arrivingalittlebitlaterthantheinvitationisacceptable,althoughpunctualityisalwaysappreciated.Unlessyouhavebeentoldtheeventiscasual,dressasifyouweregoingintotheoffice.backBackgroundInformation5.Businessdiningetiquette(2)BusinessdiningetiquetteinJapanIfyoumustgotothetoilet,putonthetoiletslippersandremovethemwhenyouarefinished.TablemannersWaittobetoldwheretosit.Thereisaprotocoltobefollowed.Thehonoredguestortheeldestpersonwillbeseatedinthecentreofthetablethefurthestfromthedoor.Thehonoredguestortheeldestisthefirstpersontobegineating.Neverpointyourchopsticks.Itwillyieldtremendousdividendsifyoulearntousechopsticks.Donotpierceyourfoodwithchopsticks.backBackgroundInformation5.Businessdiningetiquette(2)BusinessdiningetiquetteinJapanChopsticksshouldbereturnedtothechopstickrestaftereveryfew

bitesandwhenyoudrinkorstoptospeak.Donotcrossyourchopstickswhenputtingthemonthechopstick

rest.Placebonesonthesideofyourplate.Tryalittlebitofeverything.Itisacceptabletoaskwhatsomethingis

andeventomakeafaceifyoudonotlikethetaste.Don’tbesurprisedifyourJapanesecolleaguesslurptheirnoodles

andsoup.Mixingotherfoodwithriceisusuallynotdone.Youeatabitofone

andthenabitoftheother,buttheyshouldneverbemixedtogether

asyoudoinmanyWesterncountries.backBackgroundInformation5.Businessdiningetiquette(2)BusinessdiningetiquetteinJapanIfyoudonotwantanythingmoretodrink,donotfinishwhatisin

yourglass.Anemptyglassisaninvitationforsomeonetoserveyou

more.Whenyouhavefinishedeating,placeyourchopsticksonthe

chopstickrestoronthetable.Donotplaceyourchopsticksacross

thetopofyourbowl.Ifyouleaveasmallamountofriceinyourbowl,youwillbegiven

more.Tosignifythatyoudonotwantmorerice,finisheverygrainin

yourbowl.Itisacceptabletoleaveasmallamountoffoodonyourplatewhenyouhavefinishedeating.Conversationatthetableisgenerallysubdued.TheJapaneselike

tosavortheirfood.backBackgroundInformation5.Businessdiningetiquette(3)BusinessdiningetiquetteinSaudiArabiaSaudissocializeprimarilyinrestaurantsandinternationalhotelswhenentertainingexpatriateswhomtheydonotknowwell.Aftersometimeyouwillbeinvitedtothehome.Entertainmentwillgenerallybesame-sexonly.Ifbothsexesareincluded,theywillbeinseparaterooms.IfyouareinvitedtoaSaudi’shouse:Youwouldusuallyremoveyourshoes.Dressconservatively.backBackgroundInformation5.Businessdiningetiquette(3)BusinessdiningetiquetteinSaudiArabiaTrytoarriveattheinvitedtime.Punctualityisappreciatedbutnotcrucial.Showrespectfortheeldersbygreetingthemfirst.AccepttheofferofArabiancoffeeanddatesevenifyoudonotnormallydrinkcoffee.Ifyouareinvitedforameal,understandthattherewillbeagreatdealofsocializingandsmalltalkbeforethemealisserved.backBackgroundInformation5.Businessdiningetiquette(4)BusinessdiningetiquetteinUSAAmericanssocializeintheirhomesand“backyards”,inrestaurantsandinotherpublicplaces.It’snotatallunusualforsocialeventstobeascasualasabackyardbarbecueorapicnicinthepark.Arriveontimeifinvitedfordinner;nomorethan10minuteslaterthaninvitedtoasmallgathering.Ifitisalargeparty,itisacceptabletoarriveupto30minuteslaterthaninvited.TablemannersaremorerelaxedintheUSthaninmanyothercountries.backBackgroundInformation5.Businessdiningetiquette(4)BusinessdiningetiquetteinUSATheforkisheldintherighthandandisusedforeating.Theforkisheldtinesdown.Theknifeisusedtocutorspreadsomething.Tousetheknife,theforkisswitchedtothelefthand.Tocontinueeating,theforkisswitchedbacktotherighthand.Ifyouhavenotfinishedeating,crossyourknifeandforkonyourplatewiththeforkovertheknife.Indicateyouhavefinishedeatingbylayingyourknifeandforkparallelacrosstherightsideofyourplate.IfyouaremorecomfortableeatingintheContinentalmanner,goahead.Itwillnotoffendanyone.backBackgroundInformation5.Businessdiningetiquette(4)BusinessdiningetiquetteinUSAFeelfreetorefusespecificfoodsordrinkswithoutofferinganexplanation.Manyfoodsareeatenbyhand.Foodisoftenservedfamily-style,whichmeansthatitisinlargeservingdishesandpassedaroundthetableforeveryonetoservethemselves.Donotbegineatinguntilthehostessstartsorsaystobegin.Remainstandinguntilinvitedtositdown.Donotrestyourelbowsonthetable.backLead-incaseZhangLanisthesalesmanagerofalargetradingcompany.Recently,hehasconductedahardbutsuccessfulnegotiationwithanAmericanpartneronthenewproductproject.Thetwocompaniesdecidedtoholdaformalsigningceremony.Onthedaytosignthecontract,whentheAmericandelegateenteredthesigninghallandsawtheseatingarrangements,theyleftthehallangrilywithoutfinishingthesigningceremony.Facingthedoorarethesigningtableandtwochairs,withtheleftonefortheguestsignorandtherightoneforthehostsignor.What’swrong?backLead-incaseWhydidtheguestsgetangrywiththeseatingarrangements?QuestionbackSectionABusinessNegotiationEtiquette

TextStudyPart3Part1ThedefinitionofbusinessetiquettePart2ThefivepillarsofbusinessetiquetteThefivebusinessetiquetteguidelinesbackBusinessEtiquetteBehavior

Character

SensitivityAppearance

TheFivePillarsofBusinessEtiquetteHonestybackThefivebusinessetiquetteguidelines

2.Bepatientandlisten

3.Sticktoyourbottomline1.Staygenuineandrespectful

4.Knowwhentobackdown

5.Observeinternationalbusinessetiquette

backSectionABusinessNegotiationEtiquette

DiscussionQuestions1.Whybusinessetiquetteisimportantinbusinessnegotiation?2.Whatarethekeyfactorsforbuildinggoodetiquette?3.Howdoyouunderstandtheetiquetteindifferentcountries?backHumor:TheSunshinetoLifeWhoIsMorePolite?Afatmanandaskinnymanwerearguingaboutwhowasthemorepolite.

Theskinnymansaidhewasmorepolite

becausehealwaystippedhishattoladies.

Butthefatmansaidhewasmorecourteousbecause,wheneverhegotupandofferedhisseat,twoladiescouldsitdown.

backSectionBMcDonald’sSecretWeapontoChangeDisadvantagesintoAdvantages

QuestionsforConsideration1.WhatdidMcDonald’sdotoadapttoIndiansocialetiquetteandeatinghabits?2.HowdidMcDonald’schangeitsattitudestowardthelawsuitandsettlethecaselater?3.WhatlessonsdoestheexperienceofMcDonald’sinIndiaholdforotherforeignfast-foodandretailstores?backSituationalDialogueinNegotiationIninternationalbusinessactivities,complaintsandconflictsareunavoidable.Inmostcases,complaintscanbesettledthroughnegotiation,buttherearesomecaseswhereonepartydeemsthattheotherpartyhasfailedtoperformtheobligationsofthecontract,andbusinessdisputesoccur.Claimsrefertothecompensationrequiredbytheinjuredpartyforlossesincasethecontractisbreached.SampleDialogueaboutClaimMissXu,representativeofaEuropeanimportfirm,isonavisittoChinatotalkoveraclaimcase.Mr.LiishandlingthecaseonbehalfofhisShanghaiBranch.(A:Mr.Li;B:MissXu)A:Goodafternoon,MissXu.Sorrytokeepyouwaitingforsuchalongtime.B:Itdoesn’tmatter,Mr.Li.Iknowyouarealwaysverybusy.ClaimsandSettlementbackSituationalDialogueinNegotiationA:Isthereanythingurgent?B:Yes,I’vecalledtoyouthismorningabouttheissueofOrderNo.103informingyouthatwehavereceivedthecaptionedgoodsyesterday,butuponexamination,ourhomeofficefoundthattherewereonly950cartonsinsteadof1,000weordered,listedonyourpackinglistandthecommercialinvoice.Haveyoucheckedforus?Theseerrorsonyourpartmaycauseustodisappointourimportantcustomer.A:Yes,Ihave.Ifeeldeeplysorrytohearthatandfortheinconveniencewecaused.Wemustapologizetoyou.B:Couldyougiveusagoodexplanation?ClaimsandSettlementbackSituationalDialogueinNegotiationA:Wehavecheckedourwarehouseattheloadingportandfoundthattherewere50Pcsleftbehindbroken,whichduetothenegligenceonthepartoftheforwardingagent.B:That’snotthepoint.Whatwecaremostisthelosseswe’llsufferbecauseofyourmistakes.Thefullconsignmentisurgentlyrequiredbyourcustomeratthisend,ourgoodreputationwillbedestroyed.

A:I’msosorry,we’llimmediatelypreparetheother50cartonsanddelivertoyoubyair,andtheextrafeeswillbeonourside.Ihopeyou'llbesatisfiedwithit.B:Allright.Pleasedeliverthegoodsassoonaspossible.

ClaimsandSettlementbackSituationalDialogueinNegotiationYouhavereceivedanorderofABCCompany,butdonotwanttoaccepttheorderbecauseoftheunreasonableprice.NegotiatewiththesalesmanagerofABCCompany.Youshouldtellhimthatthepresentmarketpri