Practical models for technical communication - Shannon Kelley 2021

Global workplace etiquette
Workplace communication

Many technical communicators create documents and deliverables for global audiences. In order to be competitive in the workplace, you must prepare for different styles and approaches to business etiquette.

Here’s a brief list of business etiquette to get you started:

” Arrival Time: Punctuality is a priority in the U.S. and Germany, but other countries may have a more casual relationship with time. To be safe, show up on time, but be patient if you’re kept waiting.

” Names and Honorifics: Naming conventions differ around the world. For example, workers in the U.S. generally prefer using first names, a more casual address. Many other countries, however, favor the formal equivalent of “Mr.” or “Ms.” accompanied by a surname. Don’t make assumptions about gender or marital status. Ask people what they prefer to be called.

” Greetings: A firm handshake is appropriate in the U.S., but not in France. In Europe and the Americas, it’s standard to present a business card with one hand. But people from the Far East, Southeast Asia, or the Indian subcontinent tend to offer business cards with two hands extended. Watch and mirror the exchanges of others if you’re not sure.

” Meeting Protocol: In some parts of the world, people like to get business transactions out of the way before socializing. Other regions value getting to know a person before conducting business. Research can tell you whether chitchat, interruptions, or following an agenda are customary.

” Correspondence: It’s worth taking your time when you’re communicating with a global audience. Nothing says lack of professionalism more than a hasty email. The preferred communication style might be direct or indirect, casual or formal, concise or chatty, but it takes time to figure this out. Also, be mindful of time zones and when the recipient will likely receive your message.

Do some research on your own before you travel. Research countries and their culture so you don’t embarrass yourself or the company you represent. Each country is unique, and it shows respect if you are informed.

Case Study

Meeting Etiquette

This case study is an opportunity for you to put into practice what you’ve learned. Part of this chapter focuses on using technology to communicate effectively at work. Look at the following case study to consider how the concepts of technical communication, specifically audience, message, and purpose, apply to a virtual meeting:

Let’s revisit Frank, the executive assistant, from earlier in the chapter. Frank is in charge of setting up virtual meetings and keeping minutes for his manager. It’s his responsibility to make sure meeting participants have everything they need. Frank is meticulous about the number of chairs around the table. He checks the temperature of the room and makes sure everyone has water. He even double checks the phone and camera power settings. Once all of the participants have arrived, Frank announces that he will keep the meeting minutes. He feels confident that he has thought of everything.

Frank’s manager initiates the video call to their international offices. Frank notices that the camera is focused on the center of the table, which means his boss is not visible to the video attendees. He also notices that new employees in the international offices have visible name plates in front of them. He gets a sinking feeling he could have done more to make the meeting go smoother.

Discussion

” While Frank made sure his colleagues in the room had everything they needed, what could he have done for the virtual participants?

” What protocols do other countries have for meetings? Do a quick internet search on business etiquette in other countries.

” What five items should be included in Frank’s meeting minutes document?

Checklist for Workplace Communication

Internal Communication

Do you make documents and knowledge easily accessible?

Do you understand and use language consistent with the company culture?

Have you identified the company’s goals?

Do you offer recognition for a job well done?

External Communication

Do all documents share recognizable branding?

Do documents use consistent layout and design?

Are documents proofread before they’re sent out?

Personal Communications

Do you communicate ideas responsibly and are you open to constructive criticism?

Do you use an appropriate tone in your communications?

Are you aware of your body language in all interactions?