Business --- Cross-Cultural Communication On The Telephone (2)

Reading Comprehension
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 spaeaking 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 of Mr. and Mrs. and the last name odr 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 American or British background get on to first name terms right away, don't be surprised.
Above all, one should remember that people do not usually mind if their own codes are broken by foreigners as long as they sense consideration and good will. This is much more important than a set of rules of etiquette.
a) For British and the Italians it is normal to interrupt the other speaker during the conversation.
b) A special importance is attached to listening in Japanese and Finnish cultures.
c) One should interrupt and try to help speakers who may have difficulty in saying what they want to say.
d) It is unusual for Americans and British to use first names early in a business relationship.
e) It doesn't matter if you break certain social rules if it is clear that you are sensitive to other people.
f) Etiquette is the critical point in using the telephone between different cultures.