When you build business relationships across international borders, the importance of etiquette cannot be understated. Understanding the cultural facets and etiquette associated with another country is a key factor that will ultimately shape the success of any professional relationship.

Many American companies are partnering with businesses in the Philippines for outsourcing. The following truths about American and Filipino etiquette can make it easier for companies in Kansas City to do business in Davao City:

Professional Names and Titles. When you first meet a business professional in the Philippines, it is very important to honor their name and status. In American business, people may be comfortable speaking with each other on a first name basis. However, in the Philippines, status and title are extremely important, and one should always address another with respect (i.e. mister, misses or miss) and professional honor (i.e. doctor, attorney or secretary). For example, if you meet the manager of a business process outsourcing center, you would address him with “Manager Aquino,” instead of Chris. Avoid using first names with a Filipino until a longstanding relationship has been developed. This holds true for communications that take place on the phone or via email.

Decision Making Process. In the Philippines, hierarchy is important, and most companies are structured with a paternalistic hierarchy. When it comes to developing a business process outsourcing relationship, decisions will be made from the top down. It is important for Americans to understand and respect the Filipino decision making process. The final word will come from a high ranking official in the organization or the decision might actually come from Davao City rather than a smaller, satellite office.

Inability to Say “No.” In American business, if an individual does not agree with your proposal, he or she is comfortably saying “no” and discussing the reasons why. However, due to the Filipino value of social harmony, you will rarely hear the word “no” used outright. In an outsourcing relationship, the importance of social harmony translates well for the American BPO client. You will find that Filipino call center employees are willing to go the extra mile for both you and your customers, providing a high level of client satisfaction.

As with any business relationship, it takes time and energy to develop a connection with an offshoring partner in the Philippines. Understanding the etiquette that is commonplace in both countries will ensure success when developing a business process outsourcing relationship in the Philippines. With the right combination of understanding, it is possible to create perfect working conditions for outsourcing between American and Filipino companies.

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