ULUSLARARASI İŞ ETİKETİ INTERNATIONAL BUSSINESS ETIQUETTE

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1 ULUSLARARASI İŞ ETİKETİ INTERNATIONAL BUSSINESS ETIQUETTE
ILET 321 KÜLTÜRLERARASI İLETİŞİM

2 KİBAR / DİPLOMATİK OLDUĞUNUZU DÜŞÜNEBİLİRSİNİZ, ANCAK İŞ GÖRÜŞMELERİNDE ULUSLARARASI PROTOKOL ve NEZAKET KURALLARINI (ETİQUETTE) BİLDİĞİNİZDEN EMİNMİSİNİZ?

3 İŞ PROTOKOLÜ / BUSSINESS PROTOCOL: İPUÇLARI / BRIEF & HELPFUL TIPS
SELAMLAMA / UĞURLAMA (GREETINGS) RANDEVU ALMA & DAKİKLİK (APPOINTMENTS & PUNCTUALITY) HEDİYE ALIP-VERME (GIFT-GIVING) TABULAR (CONVERSATIONAL TABOOS) April 3, 2017 Kenan BAŞARAN

4 SELAMLAMA/UĞURLAMA (GREETINGS)
BİRİYLE YENİ TANIŞTIĞIMIZDA yada O GÜN İLK KEZ KARŞILAŞTIĞIMIZDA: TOKALAŞMA / (HANDSHAKE) BELDEN BAŞA OLAN KISMIYLA EĞİLME (BOW) YANAK YANAĞA ÖPÜŞME / (KISS) KUCAKLAMA - SARILMA (HUG) İLK İSMİ İLE HİTAP ETME (FIRST NAME) SOSYAL ORTAMLAR – RESMİ ORTAMLAR (FORMAL / INFORMAL / HIERARCHAL SETTING) April 3, 2017 Kenan BAŞARAN

5 APPOINTMENTS /RANDEVU
ÇAT KAPI GİTMEK WALK-IN / SHOWING UP TELEFON ETMEK / PHONE CALL ARACI BİRİNDEN YARDIM ALMAK / INTERMEDIARY / CONNECTION FAX , E-POSTA, MEKTUP vb. LATIN AMERICA: BY MAIL OR PHONE ONE MONTH IN ADVANCE, FOLLOW UP A WEEK BEFORE OR THROUGH A ‘CONNECTION’ SAUDI ARABIA: THROUGH A SPONSOR JAPAN: THROUGH A CONNECTION OR A PERSONAL CALL April 3, 2017 Kenan BAŞARAN

6 APPOINTMENTS RANDEVU CERTAIN DATES SHOULD BE AVOIDED IN THE CULTURE
USA: PUBLIC HOLIDAYS & WEEKENDS CHINA: NEW YEAR LASTS TWO WEEKS LATIN AMERICA: DURING CARNIVALS ISLAMIC COUNTRIES: FRIDAYS, ONE MONTH LONG FAST OF RAMADAN JAPAN: A WEEK LONG NEW YEAR, GOLDEN WEEK (APRIL 29-MAY 54), OBON (MID-AUGUST) ISRAEL: SATURDAY April 3, 2017 Kenan BAŞARAN

7 HEDİYE ALIP-VERME / GIFT GIVING
A STANDARD PROTOCOL IN MANY CULTURES USA: SEE GIFTS AS A TYPE OF BRIBERY. MUST BE 25 USD or LESS SINGAPORE: RESTRICTED BY ASIAN STANDARDS. & PRIDE ITSELF ON BEING CORRUPTION FREE. SOUVENIRS & SMALL GIFTS ARE EXCHANGED JAPAN: COMMON PRACTICE. MAY BE EXPENSIVE. CEREMONY & WRAPPING IS MORE IMPORTANT THAN THE CONTENT. NOT OPENED IN PUBLIC. ARABIC COUNTRIES: HOSPITALITY IS LEGENDARY. IMPOLITE TO REFUSE A GIFT. April 3, 2017 Kenan BAŞARAN

8 TABU KONULAR /CONVERSATIONAL TABOOS
ETKİN KONUŞMA İÇİN : 6 BÜYÜLÜ SORU SÖZCÜĞÜ 5 ‘N’ - 1’K’ DİN (RELIGION) MİSAFİRİNİZ SORMADIKÇA HİÇ KONUŞMAMAK DAHA İYİDİR / SHOULD BE AVOID UNLESS YOUR GUEST RAISES IT POLİTİKA (POLITICS) OLAYLARI VE DIŞ POLİTİKA İLE SINIRLI KALMALI (BETTER TO DISCUSS WORD EVENTS, FOREIGN POLICY) KİŞİYE ÖZEL SORULAR (HIGHLY PERSONAL QUESTIONS) WHAT DO YOU DO? U.S. v. U.K. SAYING ‘NO’ AVOID A FLAT “NO” Kenan BASARAN

9 Office Etiquette Reebok Commercial
“ETIQUETTE” NEDİR? Office Etiquette Reebok Commercial

10 ETIQUETTE HOSTING IS A NECESSARY BUSINESS SKILL. IT REQUIRES RESPECT, AWARENESS, PATIENCE AND ETIQUETTE. ‘LEARNING TO YAWN WIYH YOUR MOUTH CLOSED’. BUSINESS IS RISKED OR LOST IN THE ABSENCE OR INSUFFICIENT ATTENTION TO THEM. TV PROGRAM ‘ YEMEKTEYİZ’ ( WE’RE AT LUNCH’) FRENCH ARE UNIQUE IN HAVING ETIQUETTE. April 3, 2017 Kenan BAŞARAN

11 ETİKET… BİR MESLEK GURUBU ÜYELERİNİN BİRBİRLERİYLE OLAN İLİŞKİLERİNDE GÖZ ÖNÜNDE BULUNDURDUKLARI ETİK KURALLAR İLE SOSYAL DAVRANIŞ BİÇİMLERİ VE UYGULAMALARIDIR.

12 ANCAK ETİKET TÜM DÜNYADA GEÇERLİ OLAN TEKTİP DAVRANIŞ KALIPLARI OLARAK ALGILANMAMALIDIR..
ÖRNEĞİN BİR ÜLKEDEKİ HERHANGİ BİR EL HAREKETİNİN ANLAMI BİR BAŞKA ÜLKE KÜLTÜRÜNDE TAM TERSİ BİR ANLAM İFADE EDEBİLİR

13 ETİKET KURALLARI VE KÜLTÜR FARKLILIKLARI NEDEN ÖNEMLİDİR?

14 GLOBAL EKONOMİNİN GELİŞMESİ, SINIR TANIMAMASI NEDENİYLE İŞ YAŞAMINDAKİ BAŞARININ ANAHTARI FARKLI KÜLTÜRLERİ TANIMAKTAN, ONLARA HÖŞGÖRÜ VE SAYGI GÖSTERMEKTEN GEÇECEKTİR: KÜLTÜREL ÇEŞİTLİLİK VE KÜLTÜRLERARASI İLETİŞİM BİLGİ VE BECERİLERİNİZİ GELİŞTİRMEK VE UYGULAMAK İÇİN ÇABA GÖSTERMELİSİNİZ.

15 HAYDİ BU BİLGİLERİNİZİ TEST EDELİM…… QUIZ ZAMANI!

16 CHINA JAPAN CZECH REPUBLIC DENMARK BOLIVIA
1. AŞAĞIDAKİ ÜLKELERDEN HANGİSİNDE İŞ GÖRÜŞMESİNE GİTTİĞİNİZDE BERABERİNİZDE HEDİYE GETİRMENİZ BEKLENTİSİ YOKTUR? CHINA JAPAN CZECH REPUBLIC DENMARK BOLIVIA

17 CHINA JAPAN CZECH REPUBLIC DENMARK BOLIVIA
1. AŞAĞIDAKİ ÜLKELERDEN HANGİSİNDE İŞ GÖRÜŞMESİNE GİTTİĞİNİZDE BERABERİNİZDE HEDİYE GETİRMENİZ BEKLENTİSİ YOKTUR? CHINA JAPAN CZECH REPUBLIC DENMARK BOLIVIA

18 ‘ÇAK’ HAREKETİ (A HIGH-FIVE) YÜRÜRKEN EL-ELE TUTUŞMAK TOKALAŞMAK
2.SUUDİ ARABİSTAN’DA İKİ ERKEK ARASINDAKİ EN POPÜLER DAVRANIŞ BİÇİMİ HANGİSİDİR? ‘ÇAK’ HAREKETİ (A HIGH-FIVE) YÜRÜRKEN EL-ELE TUTUŞMAK TOKALAŞMAK GÖZ KIRPMAK YANAKTAN ÖPMEK YADA SARILMAK

19 ‘ÇAK’ HAREKETİ (A HIGH-FIVE) YÜRÜRKEN EL-ELE TUTUŞMAK TOKALAŞMAK
2. IN SAUDI ARABIA, WHICH IS CONSIDERED A POPULAR GESTURE OF FRIENDSHIP BETWEEN MEN? ‘ÇAK’ HAREKETİ (A HIGH-FIVE) YÜRÜRKEN EL-ELE TUTUŞMAK TOKALAŞMAK GÖZ KIRPMAK YANAKTAN ÖPMEK YADA SARILMAK

20 3. İNGİLTERE’DE İŞARET PARMAĞI İLE BURNUNUZA VURMAK NE ANLAMA GELİR?
İKİMİZİN ARASINDA SIR KÖTÜ KOKUYOR UYGUNSUZ ÇOK ÖNEMLİ ÇOK SIKICI

21 3. İNGİLTERE’DE İŞARET PARMAĞI İLE BURNUNUZA VURMAK NE ANLAMA GELİR? :
İKİMİZİN ARASINDA SIR KÖTÜ KOKUYOR UYGUNSUZ ÇOK ÖNEMLİ ÇOK SIKICI

22 SAAT HASIR TERLİK MENDİL LEYLEK / VİNÇ HEPSİ
4. ÇİN KÜLTÜRÜNDE AŞAĞIDAKİLERDEN HANGİSİ / HANGİLERİ ÖLÜMÜ ÇAĞRIŞTIRIR, VE BU NEDENLE HEDİYE OLARAK VERİLMEMELİDİR? SAAT HASIR TERLİK MENDİL LEYLEK / VİNÇ HEPSİ

23 SAAT HASIR TERLİK MENDİL LEYLEK / VİNÇ HEPSİ
4. ÇİN KÜLTÜRÜNDE AŞAĞIDAKİLERDEN HANGİSİ ÖLÜMÜ ÇAĞRIŞTIRIR, VE BU NEDENLE HEDİYE OLARAK VERİLMEMELİDİR? SAAT HASIR TERLİK MENDİL LEYLEK / VİNÇ HEPSİ

24 HESABIN 15% NE KADAR ÇOK, O KADAR İYİ HESABIN 20% HİÇ HESABIN 50%
5. ÇİN’DE BİR İŞ YEMEĞİNDEN SONRA GARSONA VERİLECEK EN UYGUN BAHŞİŞ NE KADARDIR? HESABIN 15% NE KADAR ÇOK, O KADAR İYİ HESABIN 20% HİÇ HESABIN 50%

25 HESABIN 15% NE KADAR ÇOK, O KADAR İYİ HESABIN 20% HİÇ HESABIN 50%
5. ÇİN’DE BİR İŞ YEMEĞİNDEN SONRA GARSONA VERİLECEK EN UYGUN BAHŞİŞ NE KADARDIR? HESABIN 15% NE KADAR ÇOK, O KADAR İYİ HESABIN 20% HİÇ HESABIN 50%

26 AĞIZ AYAKLAR GÖZLER KOL VE BACAKLAR KOL, BACAK VE SAÇLAR
6. WHEN DOING BUSINESS IN IRAN, A WOMAN SHOULD COVER THEIR:İRAN’DA İŞ GÖRÜŞMESİ YAPAN KADIN AŞAĞIDAKİLERDEN HANGİSİNİ MUTLAKA ÖRTMESİ GEREKİR? AĞIZ AYAKLAR GÖZLER KOL VE BACAKLAR KOL, BACAK VE SAÇLAR

27 AĞIZ AYAKLAR GÖZLER KOL VE BACAKLAR KOL, BACAK VE SAÇLAR
6. WHEN DOING BUSINESS IN IRAN, A WOMAN SHOULD COVER THEIR:İRAN’DA İŞ GÖRÜŞMESİ YAPAN KADIN AŞAĞIDAKİLERDEN HANGİSİNİ MUTLAKA ÖRTMESİ GEREKİR? AĞIZ AYAKLAR GÖZLER KOL VE BACAKLAR KOL, BACAK VE SAÇLAR

28 DÖRT KITA- DÖRT BÖLGE Brazil France Japan India

29 Etiquette in France

30 WHY TALK ABOUT FRANCE? THE ENGLISH WORD “ETIQUETTE” COMES FROM THE FRENCH WORD “ÉTIQUETTE” MEANING SOCIAL ETIQUETTE OR PROFESSIONAL PROTOCOL… FRANCE IS THE LARGEST WESTERN EUROPEAN COUNTRY, THUS AMERICANS PARTAKE IN MANY BUSINESS DEALS WITH THE FRENCH.

31 FRENCH HERITAGE AND CULTURE
FRANCE IS KNOWN AS A WORLD CENTER FOR CULTURE. THE FRENCH ARE VERY PROUD OF THEIR LONG HISTORY AND OF THEIR ROLES IN WORLD AFFAIRS. THE FRENCH GO TO GREAT LENGTHS TO PROTECT AND MAINTAIN THEIR CULTURE. FOR EXAMPLE, THE ACADÉMIE FRANÇAISE WAS ESTABLISHED IN THE 1600’S TO BE THE OFFICIAL AUTHORITY OF THE FRENCH LANGUAGE.

32 FRENCH LANGUAGE FRENCH IS THE OFFICIAL LANGUAGE
IF YOU DON’T SPEAK FRENCH, IT IS VERY IMPORTANT THAT YOU APOLOGIZE FOR YOUR LACK OF KNOWLEDGE. HOWEVER, MOST INDIVIDUALS IN BUSINESS DO SPEAK ENGLISH.

33 COMMUNICATION THE FRENCH APPRECIATE CONVERSATION AS AN ART FORM.
THEY FREQUENTLY INTERRUPT EACH OTHER, NOT TO BE RUDE, BUT BECAUSE ARGUMENT IS CONSIDERED ENTERTAINING. THEY COMPLAIN THAT AMERICANS OFTEN “LECTURE” RATHER THAN “CONVERSE”. AS AN AMERICAN, YOU SHOULD BE SENSITIVE OF THE VOLUME OF YOUR VOICE (DON’T BE TOO LOUD!) FRENCH EYE CONTACT IS FREQUENT AND INTENSE, DON’T GET FRIGHTENED!

34 APPEARANCE THE FRENCH ARE VERY CONSCIENTIOUS OF THEIR APPEARANCE.
ONE SHOULD DRESS IN WELL-TAILORED CONSERVATIVE ATTIRE DARK COLORS OR PATTERNED FABRICS ARE PREFERRED. BRIGHT COLORS AND GLITZY JEWELRY SHOULD BE AVOIDED. FRENCH MEN DO NOT LOOSEN THEIR TIES OR TAKE OFF THEIR JACKETS. SUCH BEHAVIOR IS CONSIDERED UNPROFESSIONAL.

35 OTHER IMPORTANT FRENCH CULTURAL TRENDS
PUNCTUALITY IS TREATED CASUALLY FRENCH MEALS ARE TO BE ENJOYED, NOT RUSHED THROUGH. EXPECT FOR A LUNCH OR DINNER TO LAST ANYWHERE FROM TWO TO THREE HOURS! HANDSHAKES ARE BRIEF AND ARE ACCOMPANIED BY DISTINCT EYE CONTACT, YET THEY AREN’T AS FIRM AS WE’RE USED TO. ALWAYS SHAKE UPON MEETING AND LEAVING.

36 OTHER IMPORTANT FRENCH CULTURAL TRENDS
EDUCATION IS VERY HIGHLY VALUED IN FRANCE GIFT GIVING AS A BUSINESS MEETING IS UP TO THE FOREIGNER’S DISCRETION, HOWEVER SUGGESTED GIFTS ARE BOOKS AND MUSIC, AS THEY DEMONSTRATE INTEREST IN INTELLECTUAL PURSUITS.

37 Brazil

38 APPEARANCE BRAZILIANS PRIDE THEMSELVES ON THEIR ATTIRE
3-PIECE SUITS MEANS “EXECUTIVE” WHEREAS 2-PIECE SUITS ARE ASSOCIATED WITH OFFICE WORKERS WOMEN ARE TO DRESS CONSERVATIVE ELEGANT AND FEMININE SUITS AND DRESSES ALWAYS HAVE A MANICURED NAILS AVOID WEARING THE COMBINATION OF GREEN AND YELLOW IN ANY FASHION (COLORS OF THE BRAZILIAN FLAG)

39 BEHAVIOR GREETING MEN SHAKE HANDS AND KEEP EYE CONTACT
FRIENDS WILL GIVE HUGS OR SLAP EACH OTHERS BACKS WOMEN KISS EACH OTHER ON THE CHEEKS, STARTING FROM LEFT AND ALTERNATE IF A WOMAN WISHES TO SHAKE HANDS WITH A MAN, SHE MUST EXTEND HER HAND FIRST THE “OK” SYMBOL IS A RUDE GESTURE AND SHOULD NEVER BE USED TO EXPRESS APPRECIATION, ONE MAY PINCH THEIR EARLOBE WITH THUMB AND FOREFINGER TO SAY GOOD LUCK, ONE USES THE GESTURE “THE FIG”

40 BEHAVIOR (CONT.) GIFT GIVING
GIFTS ARE NOT REQUIRED AT THE FIRST BUSINESS MEETING INSTEAD, BUY LUNCH OR DINNER NEVER GIVE PURPLE FLOWERS FOR THEY ARE USED EXTENSIVELY AT FUNERALS GIFTS ARE OPENED WHEN RECEIVED DINING MIDDAY IS THE MAIN TIME FOR A MEAL UNLESS IT IS A FORMAL ENTERTAINMENT IF IT IS A DINNER INVITATION, ARRIVE 30 MINUTES LATE IF IT IS A LARGE PARTY, ARRIVE 1 HOUR LATE “DRESS TO IMPRESS”; CASUAL CLOTHING IS CONSIDERED MORE FORMAL IN BRAZIL THAN IN OTHER COUNTRIES

41 BUSINESS ETIQUETTE NEVER START INTO BUSINESS DISCUSSION BEFORE THE HOST DOES; MEETINGS BEGIN WITH CASUAL CHAT ONE MAY TALK ABOUT SOCCER, FAMILY, OR CHILDREN DON’T BRING UP THE TOPICS ARGENTINA, POLITICS, POVERTY, RELIGION, OR THE RAIN FOREST PREFER FACE-TO-FACE MEETINGS COMMUNICATION IS INFORMAL IT IS ACCEPTABLE TO INTERRUPT SOMEONE WHO IS SPEAKING NEVER RUSH THE RELATIONSHIP-BUILDING TIME EXPECT A GREAT TIME REVIEWING DETAILS USE LOCAL LAWYERS AND ACCOUNTANTS BUSINESS MEETING MAY BE SCHEDULED AT LAST MINUTE BUT TRY TO SCHEDULE 2-3 WEEKS IN ADVANCE IN SAO PAULO AND BRASILIA, ARRIVE ON TIME FOR MEETINGS IN RIO DE JANEIRO AND SOME OTHER CITIES, IT IS ACCEPTABLE TO ARRIVE A FEW MINUTES LATE DON’T APPEAR IMPATIENT IF KEPT WAITING

42 Etiquette in India

43 APPEARANCE FORMAL BUSINESS CASUAL BUSINESS
MEN – SUIT AND TIE (JACKET CAN BE REMOVED IN THE SUMMER) WOMEN – CONSERVATIVE DRESSES OR PANTSUITS CASUAL BUSINESS MEN – SHORT-SLEEVED SHIRTS AND LONG PANTS (SHORTS ONLY WHEN EXERCISING) WOMEN – MUST KEEP UPPER ARMS, CHEST, BACK, AND LEGS COVERED AT ALL TIMES  USE OF LEATHER PRODUCTS MAY BE OFFENSIVE

44 BEHAVIOR NEVER TOUCH SOMEONE ELSE’S HEAD. THE HEAD IS CONSIDERED THE SEAT OF THE SOUL. BE CAREFUL WITH YOUR FEET. FEET ARE CONSIDERED UNCLEAN. NEVER POINT YOUR FEET AT A PERSON. IF YOUR SHOES OR FEET TOUCH ANOTHER PERSON, APOLOGIZE. IF YOU RECEIVE A WRAPPED GIFT, SET IT ASIDE UNTIL THE GIVER LEAVES. GIFTS ARE NOT OPENED IN THE PRESENCE OF THE GIVER. BUSINESS LUNCHES ARE MORE POPULAR THAN DINNERS. KEEP IN MIND, HINDUS DO NOT EAT BEEF AND MUSLIMS DO NOT EAT PORK.

45 COMMUNICATIONS THE OFFICIAL LANGUAGES ARE ENGLISH AND HINDI. ENGLISH IS WIDELY USED IN BUSINESS, POLITICS AND EDUCATION.  DO NOT THANK YOUR HOSTS AT THE END OF A MEAL. "THANK YOU" IS CONSIDERED A FORM OF PAYMENT AND INSULTS YOUR HOSTS. THE WORD "NO" IS CONSIDERED PARTICULARY HARSH IN INDIA. REFUSING A REQUEST IN A MORE EVASIVE MANNER IS BOTH COMMON AND POLITE. NEVER DIRECTLY REFUSE AN INVITATION. INSTEAD, USE NON-VERBAL CUES AND INDIRECT COMMUNICATION TO VOICE YOUR DISAGREEMENT.

46 INDIAN WORKING PRACTICES
INDIANS APPRECIATE PUNCTUALITY BUT MAY NOT RECIPROCATE IT. TRY TO BE FLEXIBLE. MAKE BUSINESS APPOINTMENTS IN THE LATE MORNING OR EARLY AFTERNOON, IDEALLY BETWEEN THE HOURS OF 11AM AND 4PM. DEADLINES SHOULD NOT BE RUSHED! MAKING DECISIONS IS OFTEN A SLOW AND THOUGHTFUL PROCESS IN INDIAN CULTURE. SHOWING IMPATIENCE IS SEEN AS RUDE AND DISRESPECTFUL.

47 DO’S AND DON’TS DO WAIT FOR A FEMALE BUSINESS COLLEAGUE TO INITIATE THE GREETING. INDIAN MEN DO NOT GENERALLY SHAKE HANDS WITH WOMEN OUT OF RESPECT. DO USE TITLES WHENEVER POSSIBLE, SUCH AS “PROFESSOR” OR “DOCTOR”. IF THE PERSON DOESN’T HAVE AN OFFICIAL TITLE, USE “MR.”, “MRS.”, OR “MISS” AND THEIR LAST NAME. DON’T REFUSE ANY FOOD OR DRINK OFFERED TO YOU DURING BUSINESS MEETINGS.

48 Japan

49 APPEARANCE IT IS IMPORTANT TO “DRESS TO IMPRESS”
MEN SHOULD WEAR DARK CONSERVATIVE ATTIRE/BUSINESS SUITS WOMEN SHOULD DRESS CONSERVATIVELY, MINIMAL ACCESSORIES AND LOW HEELS NO PANTS, JAPANESE MEN FIND IT OFFENSIVE

50 APPEARANCE IT IS IMPORTANT TO “DRESS TO IMPRESS”
MEN SHOULD WEAR DARK CONSERVATIVE ATTIRE/BUSINESS SUITS WOMEN SHOULD DRESS CONSERVATIVELY, MINIMAL ACCESSORIES AND LOW HEELS NO PANTS, JAPANESE MEN FIND IT OFFENSIVE

51 BEHAVIOR DO’S AND DON’TS
DO AVOID THE “OK” SIGN DON’T POINT DON’T BLOW YOUR NOSE IN PUBLIC DON’T POUR YOUR OWN DRINK YOUTUBE - JAPANESE ETIQUETTE 2 DO COME TO AN EVENT FASHIONABLY LATE WHEN INVITED DON’T TOUCH SOMEONE OF THE OPPOSITE SEX IN PUBLIC

52 COMMUNICATION CUSTOMARY MEETING IS A BOW MAY RECEIVE HANDSHAKE
MUST COMPLETE MEISHI EXCHANGE PROCESS BEFORE BUSINESS MEETING CAN START SMILES CAN EXPRESS EITHER JOY OR PLEASURE, BE CAREFUL! ALLOW HOST TO SIT IN SILENCE IF NEED BE THE JAPANESE PREFER NOT TO USE THE WORD “NO”

53 HOPE YOU LEARNED A LITTLE ABOUT GLOBAL ETIQUETTE!
Arigato! Merci! THANK YOU! Dhanyavaad! ¡Gracias!