Spoken communication
Speaking skills
There is a hierarchy in the importance of a speech.
The most important part is the content followed by
body language, the tone of the voice and the
inflection. But all of them are important in
communication. Good speakers are respected.
Speaking skills
Accents
Accents
Speaking and listening skills are equally valued, and it
is important to possess both. The content of what is
being said is more important than the way it is said or
the tone of voice used.
Regional languages and dialects are spoken generally Britain has a wide range of accents and dialects which
by older generations, but there is still a wide range of depend on regions and social class. Some accents
dialects and accents.
are particularly difficult for foreigners to understand.
British people are often very aware of the link between
accent and class, and judgements are sometimes
Speaking style
made on this basis.
People speak loudly and make pauses between
sentences. A loud tone of voice may be used to show
interest. People will use family names and titles in a
business conversation. People appreciate eloquence
and the ability to arrange ideas logically.
Speaking style
Business situations can be used as an opportunity to
express outspoken views.
The style is usually light and informal. A speaker will
try to create a relaxed atmosphere by telling jokes and
being affable. Speeches should be concise yet
diplomatic. There tends to be short pauses between
sentences and a medium volume is used. First names
are used as soon as possible.
Slang
Censorship
Censorship
Slang is used occasionally in business.
Techniques of expression
People do not generally like to cause offence, so they
may censor what they say or use language that is
deliberately vague.
The tone of voice varies a lot. People can be
Slang
categorical and use expressions such as: "absolutely,
It is not uncommon for slang to be used in a business
definitely" or "fantastic".
environment.
Talking about yourself
People often praise themselves and talk about their
achievements using "I" to express their individuality.
People have no difficulty to answer personal
questions. They regard it as important to build good
relationships.
Techniques of expression
Statements are sometimes deliberately vague, to
allow for different interpretations. The speaker may
qualify what he says with expressions such as
"perhaps" or "some people say that". Intonation is
important, and the most important ideas will usually be
stressed. Southerners have a reputation for being
Conversation
indirect, while Northerners and people from Scotland,
People tend to speak one at a time, and may interrupt Wales and Ireland are usually more direct.
the speaker at any time. The French enjoy debating.
Formal speaking
Talking about yourself
Your achievements: people tend to understate their
achievements for fear of seeming arrogant or boastful.
They will often use "I" in conversation to show their
individuality. Private life: personal questions should
never be obtrusive. Emotions: negative emotions such
as anger or disappointment are usually restrained, but
Use of small talk
people are happy to express humour or joy. Politics: a
People always talk about different subjects before
person will occasionally reveal his views on politics or
starting a business conversation. They may talk about social issues if the occasion allows, but such topics
politics or sports.
are not discussed at first meetings. Introducing
yourself: people prefer to introduce themselves by
their first name, and not by the name of their company
Use of praise
or job title.
Praising a colleague or a successful event is quite
Speeches at a formal event or dinner should be
delivered in a formal style, and a ritualised form.
People avoid informal speech in this context.
normal, and is also quite frequent.
Politeness
Conversation
Directness is sometimes more important than
politeness.
People usually take turns to speak and will not
interrupt each other, although in a debate this is
acceptable.
Disagreeing with someone
Formal speaking
People generally disagree frankly, and openly, as
debating is known to be constructive, even in a
business situation.
Speeches given over dinner or on special occasions
tend to follow a set formula. Originality is respected
and humour is always appreciated.
Use of criticism
Use of small talk
People often criticise their own company, even if
strangers are present.
Small talk is expected before most formal discussions.
The weather is a favourite topic of conversation!
Use of humour
Use of praise
Humour is sometimes used in business situations, but Direct flattery is sometimes viewed with suspicion, so
praise might be given in an indirect way.
wit is better appreciated in social situations. People
never make jokes about intentions or proposals.
Apologising
Politeness
It is very important to be polite in all situations.
People don't feel comfortable apologising, except if an
illogical argument is exposed.
Disagreeing with someone
Business socialising
People are reluctant to disagree openly, and will often
hesitate or use vague language to avoid confrontation.
The British don't like to be perceived as trouble
Business entertaining
makers, so will often prefer to keep quiet rather than
Usually focused on good wine and good food.
express disagreement. Debate is highly valued,
Organised events and meals are frequent and are
however.
formal in style.
Seating
Usually organised by the hosts. The seating plan is
respected, and guests are guided to their seats.
Punctuality
Use of criticism
It is acceptable to criticise your own company in front
of others.
Use of humour
Dress code
Humour is common in all business situations. The
speaker will often tell an anecdote about him or
herself, and listeners are expected to laugh and go
along with the story. Irony and sarcasm are often
used.
Depending on their status and the company's policy,
people dress either smartly or casually.
Apologising
People may ring ahead if they plan to be late, but
guests are generally on time.
The British apologise all the time, even when it is not
necessary to do so. In such cases, the other person
If you are of lower status you may be introduced first, should insist that the apology is not necessary. It is
especially if you find someone who knows you and the very important to apologise for lateness.
other person (which is generally advised). You should Business socialising
always introduce yourself in a standard way, with a
formal style.
Introductions
Business entertaining
Names and titles
People would rather give their name when being
introduced. Job titles and companies' names are
rarely given.
Companies prefer to entertain in a relaxed, informal
way. Drinks after work or a moderate meal are
preferred over expensive restaurants.
Seating
People usually choose where they sit in informal
Handshaking
situations. In a more expensive restaurant, they may
be shown to their seats.
People shake hands when meeting and when leaving.
It is usually a light handshake.
Punctuality
Gifts
It is acceptable to arrive up to 15 minutes late for a
social event, although punctuality is more rigidly
observed in a formal business context.
It is polite to bring something like chocolates, liqueur
or flowers when invited for a meal to someone's home.
However, your host won't usually expect anything.
Dress code
Names
Dress code is flexible and most people will be neither
too smart nor too casual. Suits should be well-cut.
Women may use their husband's name when married,
or their maiden name in business situations.
Introductions
The atmosphere tends to be relaxed, though it is still
important to be polite and courteous. It is better to be
When a women or a superior enters a room men are introduced to someone you don't know by a third party.
expected to stand up or to make a movement to do so. In a mixed group, the youngest or most junior person
is usually introduced first, and men will be introduced
It is not very important whether a man or a woman
to women.
enters a room first.
Gender roles
Eating out
People may leave a tip in a restaurant, even if it is
already included in the price. The guest never pays.
Meals only start after the host has said "bon apptit". it
is very rare to be invited to an associate's home, but
frequent in a restaurant. French tend to separate
business and private life.
Names and titles
First names are emphasised and preferred, even
when meeting someone for the first time. First names
are also preferred to job titles.
Handshaking
People usually shake hands when meeting for the first
time, but this is not always necessary in subsequent
meetings. A nod and smile are usually sufficient forms
Taking leave
Guests decide whether a party is over or not, but they of greeting. Women often don't shake hands with each
other. Colleagues usually shake hands after a
have to organise their own way back to their hotel.
business meeting, or after signing a contract.
Office courtesy
Gifts
People knock before entering a room, and wait outside
you should bring a gift for your host if attending a
if someone is already in.
social function. Flowers or chocolates are common if
you are invited to someone's home.
Names
Married women may choose to keep their maiden
name for professional purposes.
Gender roles
Men should let women enter the room before them,
and hold the door open.
Business cards
When leaving, business cards are always given for
further contacts.
Eating out
The pub is the favourite place for an informal business
meeting, either for a snack at lunchtime or drinks after
work. Business may be discussed on such occasions,
but contracts and details will nearly always be studied
later in a more professional context. It is common to
be invited to a colleague's home.
Taking leave
The host does not usually indicate when people
should leave. It is for the guests themselves to decide.
Guests should usually arrange their own transport. It is
most convenient to call a taxi at the end of the
evening.
Office courtesy
Office doors are often left open, unless the occupant
does not wish to be disturbed. It is polite to knock
before entering an office, although friends may enter
freely. You should wait for your colleague to finish his
conversation before knocking.
