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Behaviour and communication styles
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Behaviour and communication stylesIn today’s world, people come from all over the world. They have many different values and communication styles. This section will introduce you to generally accepted behaviour. Use of languageMany countries have a colonial heritage and are magnets for people from around the world. People in these countries are familiar with dealing with people from other countries with different cultures and languages. Even though English is spoken, local dialects, jargon, accents and idiosyncrasies sometimes makes understanding people’s true meaning more of a challenge. If they speak too fast, politely ask them to speak slower. Or, if you do not understand what they say, again politely ask them to repeat it or use different words. Most people won’t be offended if you do this and will oblige. Remember that they may be struggling with your accent too. Do not be discouraged by the large amount of information you must learn. Laugh at your mistakes. Take your time and don’t be afraid to politely ask for help. If you need help in a public place, ask someone who looks friendly. If you explain that you are a new visitor, most people are willing to help. If someone is not helpful, do not worry. Just say, “I’m sorry,” and ask someone else. Fast Pace To many visitors to this country, people seem well educated, sophisticated and tolerant. In the major cities life is generally hectic. People appear to rush to work and rush home. They rush to get through each task. This fast pace is the result of:
In the workplace, do not be afraid to ask for help or more information. Not doing this is counter-productive. Informal and Formal People’s behaviour is more formal in the workplace and very informal out of work. People speak in casual language and usually greet each other by their first names. Titles such as “president”, “minister” and “secretary” are used only in formal government proceedings. Most employees greet their superiors by first name. There is growing informality and the American idea of using first names universally is growing. This is not regarded as showing disrespect. Names When you are introduced, people will almost always address you by your first name immediately. This is a sign of friendliness and acceptance, not disrespect. You may reciprocate, unless you feel the need to display formal courtesy because of the person’s age or standing in society. If your name is difficult for locals to pronounce, you might want to consider using a shortened version of your name or “nickname.” When introducing yourself you should say your name slowly, and tell them what you want them to call you. They will appreciate your help. Most people are quite friendly and thrive on the idea of equality. It is in your interest to be pleasant and say hello to your neighbours even if you are not interested in mixing with them socially. They could become your friends with time or could be a source of useful information. Being entertained In most cultures, when someone invites you to a meal at their home, the person inviting you pays for the meal. It is customary practice for you to take something for everyone to drink when you visit for the meal. If a co-worker or friend asks you to go to lunch, you should assume that you will each pay for your own meal. If the local person intends to pay for your meal, he or she will say so in advance. Approach and inter-personal dealings People are less direct in their speech and behaviour than Americans. In general, they believe you should say what you feel. If a host offers you a choice of orange juice or cola, you should ask for the one that you want. If you would rather have water, you may ask if water is available. Many people prefer to avoid conflict and can appear reserved. They will therefore not always be as direct as you would wish. A statement like ‘I would prefer not to’ means ‘no’, but is more politely put. This is complicated as sometimes direct speech is used as a means of complaining or criticizing. The direct approach can be blunt. However, sometimes you must say “no”, but usually only when other more polite ways of saying so have failed. If you are uncertain about when to be direct, ask. Here are some other helpful hints about the local approach:
Public Behaviour Smoking In recent years many businesses have banned smoking in office buildings. Many people believe smoking and breathing other people’s smoke is distasteful and dangerous. Scientific studies say smoking and passive smoking may cause cancer and other health problems. In 2003, Ireland became the first European country to ban smoking in all public places. The UK is following suite. Smoking indoors will most probably be prohibited at your place of work. It is usually banned in all elevators, buses, trains and in most public buildings. When you go to a restaurant, you may choose to sit in the “smoking” or “non-smoking” sections. The person who seats you will offer “smoking” or “non-smoking,” or “first available.” It may cause problems to smoke where smoking is banned. If you are uncertain, ask. Many people do not approve of people smoking in their homes. It is polite to ask if you may smoke inside or if you should step outside. ATM Safety When you use an ATM (or cash machine), make sure no one can see your PIN (Personal Identification Number). Never carry your PIN and your ATM card together. Sometimes people are attacked and robbed while using an ATM. Avoid using an ATM at night, in a secluded place, or alone. When you withdraw cash from an ATM, walk away immediately. Do not count your money until you are in a safe place. Tipping The primary situation in which you will face that requires tipping is in restaurants. Use caution as in some restaurants ‘service’ is added to your bill. So before paying a tip, check that a service charge is not already included in the bill. It is customary to tip your waiter in a restaurant 10% of the total cost of your meal. When your waiter brings you the bill at the end of your meal, you will see the total at the bottom. Your tip should be 10% of that total where service is not included. The actual amount of your tip may vary, depending on the level of service you received. If your waiter was slow or forgetful, you may want to leave less than a 10% tip. If your waiter was especially attentive and helpful, you may want to leave more than a 10% tip. If your waiter was insensitive or rude, you may want to leave no tip at all. Remember that a tip is reward for a job well done. It is actually an acronym for “To Insure Promptness”. Tipping is customary primarily in “full service” restaurants. If you are seated at a table, and a waiter provides a menu, takes your order, and brings your food and check, you should leave a tip. If you order at a counter and seat yourself, whether you pick up your own food or not, you do not need to tip. Sometimes restaurants or speciality food stores that are not “full service” will have a jar for tips at the counter where you pay for your food. You may tip if you like, but it is not expected. If you do decide to tip in these situations, 10% is sufficient. You may also encounter a tipping situation if you take a taxi or use a baggage handler at an airport. On the Telephone You may get telephone calls from all kinds of people and companies that you do not know. People will try to sell you things, ask for money, or ask for personal information. Most people consider these calls annoying. If you do not want to be bothered again, just say, “Thank you, but I am not interested. Please do not call me again and please take my details off your database,” and hang up. If you want to listen to and to co-operate with them, you may. Just remember to be careful about any information you provide them. You do not know really know whom you are talking to. At Your Home Some of types of calls - annoying and obscene ones - are illegal. You should report these to your telephone company. For more information on reporting these calls, see your telephone book. The same types of strangers who call you on the phone may also knock on your door. If a stranger is at your door, you do not have to open it. If you do decide to open your door and listen to the person, you should not let them in to your home. On the Street Sometimes dangerous people dress like a utility service or maintenance person and try to get into your home. Unless you know these people, you should always ask for identification, then phone their employer to confirm their identity. If a stranger refuses to leave your home, telephone the police. Dealing with ‘disturbed’ people You might occasionally see “disturbed” people on the street or on public transportation behaving in a strange manner. These people may be under the influence of alcohol or drugs. They might very well be mentally damaged. They might seem harmless, but it is wise not to take a risk by talking to them. Rather ignore them and do not make eye contact. If they become threatening, play it safe and slowly move away. If they follow you, go to a safe place or a place where there are many people. Local work practices Work practices might differ from those in your old home country. You may feel uncomfortable working in ways that are unusual to you. Having a better understanding why people are doing what they are in your workplace can help you understand your situation better. It should also prevent you from becoming involved in a career-threatening or lingering disagreement with a colleague or superior. Work pace Most people see work as a ‘necessary evil’ and a means of developing prestige and making money. Employees who work well expect to be rewarded with promotions and larger salaries. However people are also protective of their free time and as a rule will not work after normal working hours - usually 9 AM to 5PM. They will almost never work at weekends and will resent being asked to do so. Being overworked is a major cause of staff turnover and good employers know this. Employment The concept of lifetime employment is just about dead. However, strong labour laws and trades unions make it very difficult to discipline or fire people. Strict procedures need to be adhered to and lengthy formal, time-consuming procedures are required before non-performers are dismissed. People tend to get a job and keep it based on their abilities, knowledge and contribution. Workday The typical workday for most people is 7 or 8 hours, with approximately a one-hour break for lunch. Many executives and supervisors work longer hours. The break for lunch is usually an hour, but nowadays is becoming less. Increasingly busy workers skip their lunch break or quickly eat a sandwich at their desks. Workers also take a “coffee break” of a few minutes in the mid-morning and mid-afternoon. Opening and closing rituals In many countries, new business acquaintances schedule meals, receptions or entertainment to begin and end their business dealings. They get to know each other in a social setting before working in a business setting. This is done as an exercise in getting to know the people involved better. It is usually an attempt to establish whether the other person can be trusted, is of the same mindset and is suitable to do business with. Business people are seldom interested in talking business immediately. Business people will host meals, parties or entertainment when they are trying to attract someone’s business or when they want to thank an organization for its business. Also not much business is discussed over everyday meals. These practices are up to the individuals; there are no strict rituals. Some business meals are a reward for a job well done. Frequent informal meetings People who work together often gather for informal meetings. The purpose is to exchange information and ideas to all participants at the same time. Such meetings are called better known as “brain-storming” sessions. This means the meeting leader wants everyone to express opinions and offer ideas. You may be asked for your opinion or ideas in meetings. You should express your opinions and ideas in a logical order and precise terms, so everyone will understand. Your words should be impersonal, not directed against any individuals. Your words should be directly related to the topic of the meeting. Even if other people disagree with your opinions, they will respect you for saying them. You should reciprocate with the same courtesy. In the workplace, you are expected to:
Below are some questions about local work customs. The answers should help you make a smooth transition into your work training. Some managers, even managers in the same department, will expect different behaviour. If you are not satisfied with a manager’s answer, ask someone else for help.
In closing By taking steps to learn about your host country and create new sources of support, you will regain your balance and overcome the difficult emotions of culture shock. Recognize that culture shock affects nearly everyone who moves to a foreign country. However, when you take positive steps to embrace the country’s norms and values, and find new ways to create a new sense of place, you will move quickly through the unavoidable adjustment phase. You can then begin to truly appreciate the richness of the overseas experience. Should you have any questions, comments or insights you’d like to share then feel free to send these in by email. A description of Australian cities For maps of the cities dealt with below, please refer to www.whereis.com.au The Northern Territory (NT), Tasmania and Canberra are not covered in this report. Their population numbers combined barely exceed half a million people and job opportunities for immigrants are scarce. The climate in the NT is harsh and few people remain there for long, so it not a real settlement option for immigrants. Canberra is the federal capital and job opportunities for immigrants are very limited as they are usually barred from working in government jobs. The main cities that are magnets for immigrants in Australia are now dealt with order of popularity with immigrants. A great resource to learn more about the character and price levels of any suburb in the major cities is: http://www.homepriceguide.com.au/snapshot/index.cfm?source=apm Here you need to enter the suburb's name or postcode. You can first see recent selling and rental prices, then return to see the demographic breakdown of the suburb. You can also see the contact details of estate agents trading in the area, as well has their sales success. Another useful website is: http://www.realestateview.com.au/propertydata/ 1. Sydney and nearby New South Wales (NSW) Sydney population: 4.1 million Total NSW population: 6.8 million Timezone: GMT +10 State size: 801 428 square kilometres (10.5% of Australia's total area) Sydney – what's it like? Beautiful, busy, classy and expensive – that is Sydney. It is Australia's most recognizable city and is almost symbolic of the entire country. It is most immigrants first choice place of settlement in Australia. Consequently it is very cosmopolitan, which adds to this special city's vibrancy. Sydney attracts more immigrants than any other Australian city. According to the Bureau of Statistics, almost forty percent of Sydney's residents were born overseas. People from the UK are Sydney's biggest migrant group, making up 5 percent of the population. About 12% of Sydney's population comes from Asia. Sydney's crime rate is similar to London's and New York's. There are plenty of areas in Sydney with very low crime rates. Some families with children have found other Australian cities meet their lifestyle requirements better. If you are childless, want to live in an exciting city and are likely to be a moderate to high income earner, then Sydney is almost certainly your ideal Australian location. Sydney is situated around a large natural harbour that has many coves, inlets and beaches. People like to live near water and with such a naturally beautiful setting, it is not surprising that Sydney is such a magnet for people. Unfortunately this has led to very high property prices – the highest in Australia. Property prices are on par with major cities in Europe. In the swankiest suburbs you will be paying the same price for a comparable property in London. Why the high property prices? Well, Sydney has a lot to offer when it comes to lifestyle... Sydney has 37 beaches that are within 30 minutes drive from the city centre. Further afield even more beaches are to be found on the coast north and south of Sydney. The “beach scene” is part of life in Sydney for most of its inhabitants. When friends get together, instead of the venue being someone's home, it is usually a beach. The summer months have an average daily high of 28C. The hot days are cooled by sea breezes, whilst the evenings are balmy enough to regularly enjoy dining outdoors. Winter – June to August – are the coolest months with the daytime highs lingering around 7C. For about 8 months of the year the daily high is in the comfortable 20'sC. Most Sydneysiders (as the inhabitants of Sydney are called by other Australians) lead an active outdoor lifestyle. Unsurprisingly watersports feature strongly. Sailing, surfing, swimming and running are the most popular pastimes, but every manner of sporting activity is on offer in Sydney. Sport is not just done for the sake of exercise, but also as a means of socialising. For a big city the locals in Sydney are surprisingly friendly. In other cities around the world that offer an outdoor lifestyle, people there tend to be more aloof because their activities tend to involve only a few people, if not just themselves. That is not the case in Sydney. Making friends in Sydney is not hard, but that applies to most of Australia too. Sydney is the heart of the Australian gay and lesbian scene. The annual Gay and Lesbian Mardi Gras is a major event on the city's social calendar and is enjoyed by people of all persuasions. The floats and procession are a sight to behold. Oxford Street in Darlinghurst is the Australian equivalent of Soho in London. The suburbs of Leichardt and Newtown in the west of Sydney are popular with the gay community. Families are well catered for in Sydney. The city is surrounded by bushland and parks. Popular family outings involve a beach and a “barbie” - the famed Australian barbecue. Local attractions include the famous Opera House, the Sydney Harbour Bridge and alongside it on the south side is The Rocks – an historic area now sporting galleries, museums, shops and restaurants. The Royal Botanic Gardens next to the Opera House is one of the finest of its kind in the world. The Sydney Aquarium and neighbouring in Darling Harbour is well worth a visit once a year. Sydney transport infrastructure Public transport in Sydney is clean, reliable, safe and affordable. Only the north-west of the city is inadequately served by public transport. Buses offer the most extensive network to move around Sydney. They are also the fastest and cheapest of your transport options during rush-hours for short trips. The main terminals are found at Circular Quay, Town Hall and Central Station. See www.sydneybuses.nsw.gov.au For trains to get you between the city and the suburbs, Martin Place station in the central business district (CBD) is the place to go. Central Railway Station is the terminal for trains to the rest of NSW and Australia. Trains are generally the quickest way of getting across Sydney for longer trips, but they are not cheap. Ferries are a popular way of getting from the northern beachside suburbs to the city centre. They are affordable and efficient, but prone to delays in adverse weather in Winter when the waters are choppy. There is a Metro Light Rail and also a Monorail in place, but these are only good for short journeys around the CBD. The latter is elevated above street level, has 8 stops and is mainly popular with tourists. Taxis are in abundance and are usually yellow. Like any other city, the flexibility that they offer comes at a price. They can be flagged down on the street or booked over the phone. Kingsford Smith Airport is located in Mascot, which is about a half hour drive away from the CBD and is to the south-west of the city. It is Australia's busiest airport. Road surfaces and signage are of a high standard in Sydney and in Australia generally. Traffic jams do occur and are as much of a problem compared to other similarly-sized cities around the world. Toll roads and tunnels are springing up and do cut driving times, but you always need to have pre-paid device in your car. The most expensive toll is to drive over the Sydney Harbour Bridge in to Sydney. The property market in Sydney and its suburbs
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