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phrases such as "Am I going too fast?" rather than "Is this
too difficult for you?"
5. Use objective, accurate language. Avoid throwing around
adjectives such as fantastic and fabulous, which people from
other cultures might consider unreal and overly dramatic.
6. Let other people finish what they have to say. If you interrupt,
you may miss something important. You'll also show a lack
of respect.

CROSS-CULTURAL COMMUNICATION
ON THE TELEPHONE

In some countries, like Italy and Britain, conversation is a form of
entertainment. There is an endless flow of talk and if you break the
flow for a second someone else will pick it up. In other countries there
is a higher value placed on listening – it is not only impolite to break
in but listeners will consider what has been said in silence before
responding. Finland and Japan are examples.

If you are talking to people who are also speaking English as a foreign
language, they are likely to leave gaps and silences while they search
for words or try to make sense of what you have just said. So be
patient and try not to interrupt, as you would hope they would be
patient with you.

Every country has its own codes of etiquette. For example, it is
common for North Americans and the British to use first names very
quickly, even in a letter or fax or telephone call. Such instant
familiarity is much less acceptable in the rest of Europe and Asia
where even business partners and colleagues of many years’
acquaintance address each other by the equivalent Mr. or Mrs. And
the last name or job title.

So stick to last names unless you specifically agree to do otherwise.
Don’t interpret the other person’s formality as stiffness or
unfriendliness. On the other hand, if business partners with a North

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