Business Etiquette

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Business Etiquette

Singapore is a multi-cultural society with people from a number of diverse ethnic groups (mostly Chinese, Malay and Indian) each of which has its own culture and traditions. 

Generally common to all are:

• The group is regarded as more important than the individual
• A strict hierarchy is always observed, with respect and deference shown to older and more senior people

Face and Respect

The concept of "face" is applied to all relationships. Much of the behaviour adopted by Singaporeans is based on making sure that no one loses face.

Singaporeans tend to observe a formal hierarchy based on age and rank, and are generally non-confrontational in their dealings. To avoid losing face Singaporeans will rarely say "no" directly. Neither are they likely to ask a direct question or give a direct order. Equally, "yes" may not always mean agreement.

Much communication is non verbal in order to avoid the other person losing face, so it is important to observe facial expressions and body language and be aware of the non-verbal signals being sent. Status symbols are valued in Singapore. Certain cars are considered status symbols of success as are club labels and other similar high end branded goods.

The role and status of women

The role of women in Singapore is that of equality but there is a paradox between the government wanting to promote women in the work field but at the same time encouraging them to stay at home and have more children.

Names 

In general use a person's formal name unless invited to do otherwise.

• Malays do not use a family name. They use their own personal name followed by bin (son of) or binti (daughter of) before their father's personal name.
• Chinese place their family names first, followed by two personal names. Address a person using an honorific title and their family name. Only use personal names if asked to do so. Some Chinese adopt a more western name in business and may ask to be addressed using that.
• Indians use a personal name followed by s/o (son of) or d/o (daughter of) and the father's personal name.

Introductions

• Introductions: usually performed in order of age and status. When making introductions for the first time, and in formal meetings, always use the person's title and family or personal name
• Handshakes: are not generally used in Singapore. Asians have many other ways of greeting, including bowing, salaaming, saluting, shaking their own clasped hands in front of them. If a handshake is offered the contact will usually be gentle and prolonged
• Opposite sex: while many business people have adopted the handshake as a greeting, it may not be appropriate to greet a person of the opposite sex with any form of touch - it is usually sufficient to nod the head and smile when being introduced
• Business cards: are usually exchanged immediately after the formal introduction. Receive a business card with both hands, look a it carefully (one or two times) and smile to show the giver has been recognised and noted

Business Relationships: Meetings and Work Ethics

• Appointments should be made (and well in advance) for all meetings and arrangements. Before the meeting, send a list with the names and titles of those who will be attending
• On arrival, if in a group, line up in order of rank and wait to be told where to sit as there are strict protocols to be observed
• Eye contact: a Singaporean might not look others in the eye during a meeting. Cast down eyes may be a sign of respect, especially to those who are more senior or have a higher status
• Directness: Singaporeans tend not to be confrontational, and may perceive the more direct western-style discussions as aggressive and disrespectful
• Questioning authority or seniority is not done. Questions should be openly invited at the end of a business presentation. When asked a question smile to show that no offence has been taken.
  A long pause before answering a question indicates that it has been given full attention and a carefully considered response
• Diet: be aware of dietary considerations when conducting a meeting over a meal (Muslims do not eat pork, and some Buddhists and Hindus do not eat any meat at all)
• Touch: never touch a person of the opposite sex in a business meeting
• Work ethics are strong and Singaporeans work long hours.

Dress

Men wear suits only for the most important business meetings because of the tropical humidity and heat; a shirt and tie is acceptable. Women usually wear light suits.

Avoid complimenting the appearance of a business person of the opposite sex.

Gift Giving

In the business setting any gift should be given to the group rather than an individual. (A gift for an individual should be given in private).

There are cultural differences between the different ethnic groups with regards to certain goods. It is advisable to get advice specific to the cultural groups you are dealing with, however some guidelines are:

• Avoid flowers: may be associated with funerals and death
• Malay and Indian: 
  • Avoid giving alcohol (many Malays and some Indians do not drink)
• Hindu: 
  • Do not give leather goods
• Muslim:
  • Do not give goods of pigskin
• Chinese: 
  • Cutting utensils have connotations of a desire to sever the relationship
  • Clocks, handkerchiefs, sandals are associated with death

Gifts should be carefully wrapped - red or yellow wrapping paper is safest as these colours are regarded well in all relevant cultures.

Further Information

• From The Economist
• From Kwintessential