Business Communication Customs in Canada

Presented to

Professor D. A. Beaudoin, MBA

Prepared by

Claude D. Brooks

February 14, 2007 Businesses, today, have gone global and many have formed multinational alliances. This globalization, along with technological advances, and the sheer number of companies dealing internationally has brought about a dramatic change in the way people from different cultural backgrounds interact. These cross cultural differences are most noticeable in areas such as in behavior, etiquette, norms, values, written expressions, oral communication, and non-verbal communication. If workers can understand their own culture, they are then better able to adapt to other cultures when communicating within them. Guffey states that another way to achieve intercultural proficiency is to recognize barriers and ways to overcome them (110). To effectively communicate across international borders, we must be sensitive to other cultures and avoid misunderstandings and contrary views resulting from the various intercultural differences (Guffey101). When communicating to international audiences, workers must also pay special attention to not only oral and written messages, but also nonverbal communication. Nonverbal behavior includes actions and behavior such as eye contact, facial expression, posture, gestures, and the use of time, space, and territory
(113). As business communicators, it is imperative that we give special attention to these all-important areas of communication, so that we give added value to the effectiveness of intercultural messages. Knowing your customer is just as important anywhere in the world as it is at home. Each culture has its logic, and within that logic are real, sensible reasons for the way foreigners do things. To be effective interacting with foreign clients and colleagues, we should be prepared. Whether traveling abroad or selling from home, no one should approach a foreign market without doing his or her homework. Social and business etiquette, history and folklore, current affairs including relations between your two countries, the culture’s values, sources of pride, religion, political structure, and practical matters such as currency and hours of business are all significant sociocultural components of culture. To be successful in relationships with people in other countries, international businesspeople must be students of culture (Ball, McCulloch et al). While reading “O Canada, An American’s Notes on Canadian Culture,” by Edmund Wilson, I found a historical relation of Canada to the United States very interesting. He mentions how surprising it is to him that Canadians always refer to us as “the Americans,” as if Canadians were not Americans, too. The reason for this, he says, is that “the Americans,” and I quote, “were seditious malcontents who rebelled against their status as British colonists and set up an anti-British republic.” The Canadians remained British, never regarded themselves as American, and disapprovingly regarded us as a society founded on disloyalty to sovereign England (35). Canada has a population that is just under thirty million people in a country twice the size of the United States. The heritage of Canada was French and English; however, significant immigration from Asia and Europe's non-French and English countries has broadened Canada's cultural base. This cultural diversity is considered a national asset, and the Constitution Act does not allow discrimination against individual citizens on the basis of race, color, religion, or sex. The majority of Canadians are Christian and Catholics, and although the predominant language in Canada is English, there are at least three varieties of French that are recognized, and the Italian language is a strong third due to a great influx of Italian immigrants following W.W.II (Roberts & Taylor). On the whole, Canadians are very individually oriented and ties with others are relatively loose. As a result, personal privacy is highly valued in Canadian culture and there is a clear distinction between public and private life. Individualism is also reflected in personal achievement and its potential to measure individual success. Unlike other Western nations, however, Canada and its inhabitants tend to share a greater sense of community and interdependence with other countries. In many countries, Americans are seen to be in a rush, unfriendly, arrogant, and untrustworthy. We should learn to slow down and wait patiently. According to Gorrill, business etiquette prepares you to expect business negotiations with Canadians to end in a direct plan of action. However, decisions are not hurried, and the open discussion style of Canadian negotiating may set a slower pace for business. We must also establish trust. Sometimes product quality, pricing, and clear contracts are not as important as the personal relationship and trust that are developed carefully and sincerely over time. One should maintain an air of formality at all times. A reserved demeanor, good manners, and following good rules of etiquette are important aspects of Canadian culture. This type of behavior is essential for appearing confident and trustworthy to your Canadian business associates (Gorill). We must understand the importance of language. We should, in advance, make enquiries as to our Canadian counterparts’ chosen language. If doing business in the East of Canada or in Quebec, some organizations will require documents to be in both English and French (Gorill). Finally, we must respect the culture- manners are important. The representative of your company is a guest in the foreign country and must respect the host country’s rules. Americans sometimes have the tendency to treat the natives as foreigners, forgetting that they themselves are, in reality, the foreigners. Also, don't say, "We Americans", inferring you are including your Canadian hosts in your reference. Canada is a distinct country with its own history and culture, and as Wilson reminds us, we are sometimes still looked upon disapprovingly, even today (35). Monster.ca offers some very useful and enlightning information on Canadian business culture. It begins by informing the reader that Canadians are overall a polite people, and slightly more reserved than their American neighbours. Canada’s values are largely respect, peace and good government. The article advises us to treat all persons with courtesy and respect, especially people with authority, but not to act too humbly. Further suggestions include:
Meeting and Greeting • A firm handshake is the usual contact when first meeting a business associate. Both men and women greet with a handshake, although women may acknowledge you with a nod of the head rather than a handshake. • Shaking hands is also common for first meetings in social situations. Men and women often embrace and kiss lightly on the cheek when meeting if they are related or good friends. Men may formally embrace old friends or family. • In Quebec, friends or acquaintances will kiss on both cheeks when meeting and leaving. This happens between female friends and between men and women, but not between male friends.
Introductions

• Introduce people in business based on rank not gender. • In Canada, a person’s authority is related to his or her position and responsibility. Women occupy the same range of positions as men and have the same kinds of authority. People do not have authority just because of their name, status, social class or sex.
Behavior to consider for business transactions and life in general:

• Eye contact is important when conducting business and should be held, but be careful not to stare. Lack of direct eye contact signifies boredom or disinterest. • There is little casual touching during conversation. • People stand in line when waiting for the bus, to buy tickets, at the store or bank. It is considered very rude to jump the line or go ahead of someone who was there before you. • Smoking is not allowed in offices, most restaurants, and even bars except in Quebec. When out in a public space, ask your companion before lighting up. If visiting people in their home, always ask for permission to smoke. • Be on time. Canadians will not wait more than 10 to 15 minutes for someone who has arranged to meet them for business. Your supervisors and co-workers will be angry if you are always late for work. For social invitations, people expect that you will arrive within approximately half an hour of the stated time. If you are going to be late, phone and advise the person expecting you. • People usually set up meetings or arrange visits. It is not common to just arrive without an invitation. • Be approachable and accessible. Return phone calls and be polite and friendly in hallways. • Honor commitments. Do what you say you will do.
Customs and Protocol

• Canadian businesspeople are conservative in manner, speech, and dress. Business customs are similar to those in the U.S. or the U.K., but etiquette is very important. Excessive body contact, gestures in greeting or loud conversation generally are frowned upon.

• Always be punctual for meetings and appointments; use titles in all correspondence; and take letters of introduction when meeting someone for the first time.

Negotiation

• Businesspeople negotiating with Canadians should be well informed and knowledgeable about the details of their proposals. Thoroughness is appreciated and directness is also valued. Evasive answers are not viewed positively by Canadians.

• It is important for all businesspeople to avoid exaggerating the strengths of their company or the benefits of their product.

Business Women

• In many countries, women in business situations are the exception. Add to that your foreign nationality and you may encounter some difficulties in dealing with businessmen. You may have to work a little harder than your male colleagues to establish a level of comfort and trust, and your behavior and business style may be more open to scrutiny. Deal with any unwanted sexual overtures firmly and clearly - be in control, but be polite.

• Women have earned high regard in business and government in Canada. While some sexism and subtle barriers still exist, women are found in powerful positions in all walks of life.

• Visiting female executives can expect to be taken seriously. Likewise, Canadian women receive respect from their Canadian male colleagues, and will expect the same from foreigners.

(http://international.monster.ca/8880_en-CA_pf.asp)

Culture is the heart of a nation. As countries become more economically in tune, each nation needs strong domestic cultures and cultural expression to maintain its sovereignty and sense of identity. Canada is the second largest country in the world and is a vast multicultural nation, with customs and values that must be recognized and appreciated should your organization wish to venture successfully into its business sector. Canadians will look to establish solid working relationships with their business counterparts if they sense equality and respect, but it is mandatory that these relationships be established before any successful business interactions can take place. In summary, I quote from an article from the “Cultural Industries Sectoral Advisory Group on International Trade’ which reads, “It is the goal of the Canadian government's cultural policy to foster an environment in which Canada's cultural products are created, produced, marketed, preserved and shared with audiences both at home and abroad, thereby contributing to Canada's economic, social and cultural growth.”

Works Cited:

Ball, Donald A., McCulloch, Wendell H. Jr., Frantz, Paul, Geringer, J. Michael, Minor, Michael S. “International Business.” 10th Ed. New York, N.Y. McGraw-Hill, 2006

Jodie R. Gorrill, M.A. Intercultural Communication, A Canadian Culture Overview, 2006 < http://www.communicaid.com/canadian-business-culture.asp>

Kimberley Roberts & Stephen Taylor, 1998-2007. Canada

Monster (2007). Canadian Business Culture. 28 January 2007

The Cultural Industries Sectoral Advisory Group on International Trade. Canadian Culture in a Global World. Last Updated: 2003-04-16

Wilson, Edmund, “O Canada.” 1st Ed. London, W1. Rupert Hart-Davis, 1967.