1. © Chin Communications 2015 © Chin Communications 2014 Etiquette, Language and Cultural Sensitivities – From West to East Across the Great Wall @chincomms

2. © Chin Communications 2015

3. About Us Charles Qin Managing Director Over 25 years of experience as a Mandarin Interpreter and Chinese translator. Charles is the first ever interpreter to provide simultaneous interpreting in Parliament House for the inaugural visit of President Hu Jintao and led the team for President Xi’s recent trip. Some of his experience includes:  Olympics  Specialist areas like Dairy, Real Estate, Tourism, Wine, Agriculture  G20, APEC, FTA, United Nations

4. © Chin Communications 2015 Contents 1. Cultural Influence:  Guanxi – Relationships  Giving and Saving Face 2. Social Interaction:  Communication Style, Dos and Don’ts  Body Language  Business Cards, Names and Titles  First Meeting - Introductions  Banqueting 3. Translation:  Working with Interpreters / Translators  Reaching your audience

5. © Chin Communications 2015 “A nation’s culture is the key determinant in its economic performance” -Lee Kuan Yew Founder of Modern Singapore

6. © Chin Communications 2015 Unfortunately, Western minds are often not tuned in at this level (hence value of training) Engaging China: The Realities for Australian Businesses, 2009 Australian Business Foundation Culture Impacts everything to a deep level, and is central to successful strategy execution and profit Relationships Above rules & precede a commercial relationship and build trust Government Lack of transparency and permeation of govt in everything – can be a constraint or a boon if you can deliver what govt wants Engaging with China – 3 Critical Issues

7. © Chin Communications 2015 “RELATIONSHIPS are the single most important thing about dealing with people in and from East Asia, for whatever purpose.” Professor Stephen Fitzgerald, 1997 Image: Mao and Nixon Not comfortable dealing with strangers - establish common ground Make relationship - building a key strategy, then nourish them Face to face dealings Personal and trust based

8. © Chin Communications 2015 The Web of Relations

9. © Chin Communications 2015 Maintain Spirit of Friendship and Keep in Touch rather than only focusing on the actual outcome REMEMBER RECIPROCITY - favours need to be repaid! Host banquets/return invitations Face-to-face dealings Offer/ Exchange gifts Express interest in Chinese (learn some Chinese, get to know culture/ families ) Guanxi - How?

10. © Chin Communications 2015 Hierarchy & Collective Matters!

11. © Chin Communications 2015 GIVE FACE – DON’T LOSE IT Protocol and manners – observe HIERARCHY and show respect to those OLDER as well as SENIOR PRAISE and don’t criticise Humility/modesty – DON’T ACCEPT COMPLIMENTS - pay them PATIENCE Be careful saying ‘No’ COMPROMISE rather than Confrontation Importance of Giving & Saving Face

12. © Chin Communications 2015 Participating in Conversations STATUS determines who can speak Full ATTENTION INDIRECT ; roundabout; room to retreat Take your turn; DON’T INTERRUPT – polite Observe BODY LANGUAGE Passive in Speaking Active in Listening

13. © Chin Communications 2015 Eye Contact Handshake ok – not knuckle cracker, hug, or kiss Appropriate smile Finger pointing X Good posture Body Language Spot the appropriate attire!

14. © Chin Communications 2015 DON’T Criticise the government or the boss (including yours) X Distinguish between People’s Republic Of China and Republic of China (Taiwan) Watch out for Sensitive issues/topics e.g. Human Rights & Regional Disputes Jokes/colloquialisms don’t translate Positives First Listen carefully; speak slowly; check understanding Do’s and Don’ts

15. Surname comes first Given names - one or two words/syllables Limited number of surnames Meaning of given name important Married woman retains own name Xi Jinping SurnameGiven name Terms of Address  Title & status sensitive  Titles follow surname and/or given name in Chinese  Importance of business cards  Don’t be too familiar – use surname plus title  Make sure your business card title is correct titles & status are sensitive in China A business card exchange demo! Names & Titles Names and Titles

16. © Chin Communications 2015 Punctuality imperative Stand up and stay standing Use surname + title Eye contact with person (not interpreter) Greet leader first; acknowledge all members Shake hands Exchange business cards – 2 hands  read it and keep it safe Wait to be shown where to sit Obligation to be friendly to those you meet Introductions

17. © Chin Communications 2015 Ganbei, friends ! Banqueting

18. © Chin Communications 2015 Host to make toast and welcome speech to all at start – “Ganbei” Host to serve principal guest/s and to invite all to start Leader of invited guests to reply - speech of thanks, “Ganbei” If more than one table – host and deputy host visit other table/s and make toast; guests reciprocate Hosts/leaders greet ALL visitors at entrance – shake hands; delegation leader first Wait to be shown where to sit (hierarchy) Exchange business cards with all at table Banqueting Etiquette

19. © Chin Communications 2015 Take your own interpreter - someone on your side who can READ BEYOND THE WORDS Speak in the FIRST PERSON and look at the person to WHOM YOU ARE SPEAKING Speak in SMALL CHUNKS of 2 – 3 sentences (interpreters should take notes) Provide technical materials IN ADVANCE to assist interpreter Use RELATIVELY SIMPLE language – avoid idioms and jokes Always provide PREVIOUS TRANSLATIONS to the translator Good translations, well designed, targetted to the audience essential – ENGLISH WILL NOT WORK! Working with Interpreters/Translators

20. © Chin Communications 2015 How to Get Through

21. © Chin Communications 2015 How NOT to get through Bad Translations The regional ‘coach timetable’ to/from Melbourne → a coaching service & study timetable! A ‘Lingering finish’ → Brown Veneer Fairy Floss → brand of dental floss Food Security → Food Safety Get a good brand name and protect your IP Do NOT use Google Translate – embarrassing More Chinglish: http://www.chincommunications.com.au/bloopers

22. © Chin Communications 2015 For Tourism Operators Travel is a way of communicating between cultures; understanding is the key ! Understand their needs e.g. wifi, fast service, respect – if can not offer, apologize first Understand their behaviour and respond with respect – do not cause a loss of face e.g. how to deal with customers who are trying to jump the queue? Use clear and polite language; have it translated correctly! Small gifts or discounts – are welcome! “A friendly reminder: bargaining for goods and services is generally not a part of the Australian culture…”

23. © Chin Communications 2015  Empathy  Build and nourish relationships  Be aware of hierarchy and seating arrangements  Two hands  Beware of Face - be humble  Patience and listen carefully  Look at the speaker, not the interpreter, do not interrupt  Take care with body language  Shrewd negotiators – leave room to haggle  Hosting - provide hospitality  Visitors – know what they like and deliver it  Get your language right Remember…

24. © Chin Communications 2015 VIDEO The Mandarin Interpreter Make sure you take a look and enjoy a laugh! https://www.youtube.com/user/ChinCommunications