The British Business Culture 

Making Appointments

In theory, official working hours are normally 9:00 a.m. to 5:00 p.m. Monday to Friday. In practice, most employees work considerably longer hours; many will be at their desks by 8:30 a.m. and executives rarely leave before 7:00 p.m. Professionals like lawyers and consultants may not arrive before 9:30 a.m. but, on the other hand, they may not leave the office until the following day. Generally, the British prefer to stay late in the office than to take work home with them even if they do carry a briefcase (their ‘executive lunch-box’).

Government offices close for lunch between 1:00 p.m. and 2:00 p.m. but stay open until 5:30 p.m.

Appointments should be made at least a few days in advance and, ideally, confirmed on arrival in the UK. Most British businessmen are not so jealous of their diaries that they will decline to meet a visitor even at relatively short notice. Grander members of the so-called 'Establishment', however, may have uncooperative PAs to shield them, whilst jet-setting entrepreneurs may be genuinely too busy. Cold calling is not appreciated.

It is best to avoid July and August when those with children are almost obliged to take their annual vacation. Easter is also popular for holidaying and there are two Bank Holidays in May that may catch the unwary visitor [especially in a year when Easter falls in late April]. UK industry closes almost completely between Christmas and New Year. Otherwise the UK has only eight national holidays a year, which is the lowest number in Europe.

Punctuality is appreciated but no one really minds if you arrive a little late [up to 15 minutes] for a one-to-one meeting. Obviously, though, if several people are involved then there is a greater likelihood that someone will have another engagement to attend. On the other hand, you should not arrive too promptly for social events - but aim to arrive a respectable fifteen minutes after the specified time.

Finally, it should be remembered that the UK led the world with its transport infrastructure in the 19th century. Much of it survives intact. This means that journeys in London and the South East in particular may take considerably longer than advertised and/or expected. The London underground (the ‘Tube’) and long-distance rail services are the worst offenders.

Guidelines For Business Dress

Conservative dress is the norm for both men and women in British business culture where darker colors (black, dark blue, charcoal grey) and heavier fabrics (wool) predominate. No one wears a morning suit and bowler hat to work nowadays but the traditional pinstripe is still immensely popular.

Those in advertising or the media are prone to wearing something rather more flamboyant, though still stylish, from a leading designer. Middle management is more likely to be driven by cost than fabric or style and hence to shop in one of the High-Street chains. Neither sex should wear denim.

Some British firms have introduced the concept of ‘dress-down’ Friday with its code of ‘smart casual’ but it is not universal and it is better to err on the side of being over-dressed (you can always take off your jacket). IT departments dress down all week.

Do not imagine that the British businessman or businesswoman dresses as if he or she is about to go off hunting or shooting. Tweed, corduroy and comfortable brown brogues do belong in the country but they should remain there (or in the more ancient universities). Similarly, with the possible exception of lairds and gillies, the Scots do not wear kilts to work; they may be strongly associated with Scotland’s cultural heritage but they are only ever seen at Highland weddings and other social gatherings and when Scottish sports supporters travel abroad.

Nevertheless, the British still like donning the appropriate uniform for certain social functions. A day's horse racing at Royal Ascot, for example, demands morning dress and a top hat whilst an evening at Glyndebourne opera house requires a dinner jacket and black tie (preferably not a white tuxedo). The rules are becoming more relaxed but London clubs and smarter hotels and restaurants may still require gentlemen to wear jacket and tie (supplied by the concierge if need be) and ladies not to wear trousers.

Further guidelines

Two tips for men:

do not put pens, pencils, etc. in shirt or jacket breast pockets (you may, however, wear an ornamental silk handkerchief in your jacket pocket);

avoid wearing striped ties (there is a risk that the stripe may 'belong' to an institution such as a school, university, club or military regiment of which you are not a member).

General Guidelines

Most Britons are reserved by nature and often find it difficult to indulge in small talk with a complete stranger. Indeed, there are situations where idle conversation is actually frowned upon, for example when travelling on the London underground; in these circumstances, a newspaper will act as a defensive tool in public whilst also providing potential material for subsequent social intercourse in private.

For the most part, the British speak in low, moderate, measured tones without raising the voice or gesticulating wildly for emphasis. They also like to maintain their own personal space and will shy away from those they find invasive.

Although not all Britons are particularly articulate, you should make an effort to speak in complete sentences; the British generally find the North American habit of trailing off in mid-sentence rather irritating. Nor should you interrupt someone;

Britons prefer to avoid animated discussions; if an argument does become heated, it is quite likely to have been fuelled by alcohol and it may be time for you to make your excuses and withdraw.

Welcome topics and those to avoid

Humour is a vital feature of all aspects of British life. In a society that finds it difficult to express genuine personal feelings, humour often acts as a defence mechanism but it is almost never out of place in a culture that is averse to seriousness in all circumstances. You need not strive to be interminably witty yourself, but you should not be surprised by what you may consider coarse or inappropriate levity.

The British are much less politically correct than North Americans who may be offended by some of the natives' banter and 'wit.'

The UK is a thoroughly multiracial and multicultural society. You should not make any assumptions about a person's background, nationality or origins.

Welcome topics of conversation

The weather (always a safe starting point), sport (particularly football/soccer), animals (usually safe - though beware vegetarians if you like to eat them), British history, culture, literature, art, and popular music, current affairs, your immediate surroundings and positive experiences in the UK, how good the food is (things have changed in recent years!), real ale (i.e. traditional British beer)

Topics to avoid

Northern Ireland, religion (especially if you are in Northern Ireland, Glasgow or Liverpool), the monarchy and the Royal Family, partisan politics, the European Union, ‘Brussels’ and the euro, the Middle East, personal questions about a person’s background, religion, occupation, etc. Class and the class system, race and immigration, sex (particularly homosexuality)

Addressing others with respect

Despite their reputation for stiff formality, the British are in fact quite informal and the immediate use of first names is increasingly prevalent in all walks of British life, especially amongst the young (under 40-45 years of age) and in the newer industries.

Nevertheless, you should always wait to be invited to use first names before doing so yourself. No one is offended by exaggerated correctness whereas premature informality may be deemed presumptuous.

The same principles apply to writing letters. You should start off formally and continue until your correspondent hints (e.g. by signing off with just his or her first name) that it is appropriate to switch. Subordinates may never feel comfortable addressing their superiors by their first name either in writing or orally.

The rules for e-mail are more relaxed but there are some who write e-mails as if they were writing a ‘normal’ letter. In any case, there is no excuse for not using the spellchecker.

Further guidelines

Feminist concerns can add to the confusion. It is usually best to address a woman whose marital status is uncertain as ‘Ms’. By extension, you should also perhaps avoid the suffix ‘-man’, which logically should result in such ugly expressions as ‘Ms Chair’ (in practice, though, this usually translates as ‘Madam Chair’).

Some professions - government, the military, the Church, academia - are still devoted to titles denoting rank or academic achievement and these should be respected.

There is a persistent tradition amongst very close (male) friends, who have usually attended the same (public, i.e. private) school or (ancient) university, of using only their surnames. This practice is not to be emulated. In the absence of any professional title you should always use at least the courtesy titles ‘Mr’, ‘Mrs’, etc. when using someone's surname. ‘Sir’ and ‘Madam’ are used by shop assistants, waiters, receptionists, etc. to address customers.

Selecting and presenting an appropriate business gift

Giving gifts is not a normal part of British business culture. Indeed, British business colleagues are quite likely to feel embarrassed to receive any gift at all. The only exception would be at the conclusion of a deal when it might be appropriate to give a unique commemorative item to mark the occasion. Such items might be gold, silver, or porcelain with a suitable inscription. Again, to avoid embarrassment on the part of the recipient, the object must be restrained, tasteful, and not ostentatiously expensive. Small gifts such as a pen or a book, again suitably inscribed, would be suitable tokens of genuine gratitude and flowers or wine/champagne suffice to thank (junior) colleagues for their services. Alternatively, it will often be appreciated if you invite your hosts, or others you wish to thank, out for a meal or to the theatre/opera.

It is always good form to buy a round of drinks for your colleagues after work. (This is also the most common way of celebrating someone’s birthday.)

Business gifts are never exchanged at Christmas but it may be appropriate to send a card, particularly as an expression of thanks to your business associates but also as a means of maintaining valuable contacts.

In the unlikely event that you yourself receive a gift, you should be sure to reciprocate. Assuming that you have been caught unawares, you will not have an offering of your own to hand so the best option is to extend an invitation to dinner or, if time is really short, then run to the nearest wine merchant for a bottle of the best champagne you can afford.

If you are invited to a British home, it is standard practice to bring wine, flowers, and/or chocolates for your hosts. Do not feel offended if the host does not open your gift of wine that evening but adds it to his cellar. Champagne is also never unwelcome and can always be put quickly in the fridge for an after-dinner toast.

Spirits, on the other hand, are a matter of personal taste and best not given as a present.

The usual European caveats apply when giving flowers: no red roses, white lilies, or chrysanthemums.

If you know that you are going to stay with a family, it is a good idea to bring something from your own country. Your hosts are letting you into the intimacy of their home, so a coffee-table book about your area or some artefact that typifies it would constitute a way of letting your hosts into some of the secrets of your own home.

What you should know before negotiating

Whilst younger, junior employees are perfectly capable of conducting negotiations at a distance, it is always desirable to send older, senior representatives to the United Kingdom for face-to-face discussions. This is not to say that British businessmen believe young people are incapable of performing the task, but there is an element of distrust of whizz-kids straight of business school with a gleaming MBA. This is particularly true of the manufacturing and financial sectors where many senior managers and even executives may have relatively few formal educational or professional qualifications but have worked their way up from the bottom. Attitudes are changing gradually but there remains a strong tradition in the UK of learning your trade ‘on the job’ and valuing experience more than certificates. Consequently, older people are often better able to assume the air of dignified authority that is respected in British business culture.

Similarly there are industries, notably manufacturing, in which there are comparatively few women in senior managerial positions even though women make up a higher percentage of the total workforce than in other EU countries. Sex discrimination is, of course, unlawful but many companies - particularly outside London and the major cities - are still be dominated by somewhat unreconstructed older males. In order to command respect and to assure counterparts of her competence, the travelling businesswoman should maintain a professional demeanour, display a detailed knowledge of her field and dress conservatively at all times.

Thorough preparation is important: you should bring a plentiful supply of business cards [which are normally exchanged at the end of a meeting] and ensure that you have the proper materials for making effective presentations.

Meetings can sometimes appear rather anarchic with little apparent structure or direction. Whilst teamwork is important, British business culture remains essentially hierarchical.

Nevertheless, whilst it is true that in the past the British did have a rigid respect for authority, they have never really liked systems and modern practice prefers a more fluid approach that respects individuals as valuable members of the team.

Further on what you should know before negotiating

Senior executives continue to make the 'big' decisions, sometimes unilaterally, but there is greater scope for input from junior staff. At the same time the 'younger generation' (under 40-45 years of age) is simply less respectful of their elders whom they no longer regard as necessarily their betters. This does not mean that the boss is a more approachable 'friend'; managers still manage, especially in the older industries where there is minimal delegation of real responsibility. The British work well as a team and reach team decisions but the boss remains somewhat apart from the team.

Precedent plays an important part in decision-making. The British tend to follow established rules and practices and company policy is the primary authority at all levels of the organization. A proposal stands a better chance of success if it conforms to the way things have been done in the past. Decision-making can be a slow, deliberate process and rushing or putting pressure on the decision-maker is usually counterproductive; in the end, the Managing Director (the most senior executive in the majority of British companies) will reach a final decision that may be unilateral and is effectively irrevocable.

The British are relatively taciturn by nature and it may be that the quietest person around the table actually wields the most influence and/or power.

Some final tips

Be aware in your dealings that the British are masters of understatement and that irony is a favourite weapon. Direct questions may encounter evasive responses and other typically British ploys are to avoid stating the obvious and to imply the opposite of what is actually said.

Humour also plays an important role in business discussions; having a repertoire of jokes and anecdotes can be an asset and good raconteurs should make the most of their talent. In any case you should not be surprised by any seemingly inappropriate levity. On the other hand, the British are prone to using sarcasm, particularly the one-line jibe, to ridicule an adversary or to register disagreement or even contempt. This may be hurtful at the time but the British do not harbor long-term grudges for the most part.

Finally, once they decide that they want to do business with you, the British can be blunt, direct, and probably will not hesitate to speak their minds. They certainly will not be slow to say ‘no’ (however politely or obliquely).

Entertaining for business success

The guiding principle must always be ‘when in Rome, do as the Romans do’, i.e. follow the lead of your hosts.

There was a time when managers would frequently go out for an often boozy lunch. Now he or she is more likely to eat more modestly in the staff canteen or to send out for a sandwich and mineral water to be consumed at his or her desk (quite possibly in the middle of the afternoon). If that is your British counterpart’s regular working practice, then you should follow suit.

However, most business entertaining is still done in restaurants, pubs and smarter cafes. These remarks, therefore, are a guide to going out.

The best time for a serious and productive business meal is lunch. Breakfast meetings are not popular (even in London). After-hours drinks or a light supper afford the opportunity for informal soundings and gossip but are not really appropriate for earnest discussion. Dinner tends to be reserved for more sociable or celebratory entertaining when spouses are quite likely to be invited and talking shop is mostly off the menu.

Lunch is generally taken between noon and 2:00 p.m. and dinner between 7:00 p.m. and 11:00 p.m. in most restaurants. Cafés, some pubs and cheaper restaurants may serve food all day. Obviously, you will find greater flexibility and greater variety in the more cosmopolitan areas but you should be warned that it can be difficult to eat at all much later than 9:00 p.m. in the provinces and/or that your choice will be very restricted. (‘High tea’, by the way, is actually a substitute for dinner taken between 4:00 p.m. and 6:00 p.m.; it consists of a savoury hot dish plus finger sandwiches, scones and cakes. Nowadays it is rarely served outside the grander hotels, country houses and Oxbridge common rooms.)

More valuable guidelines for entertaining

It used to be the case that you did not invite a business associate out until you knew him or her fairly well and that a woman would never invite a man, but such barriers have largely been dismantled (although it is still perhaps advisable for a businesswoman to invite a male colleague out for lunch rather than dinner). Perhaps only two taboos remain:

invite only people of the same background and professional level (unless, of course, you are entertaining the whole team);

do not discuss business (unless, of course, it is a working session or your guests bring up the subject).

Beer is the most popular drink on such informal occasions. Traditional British beer is usually served at cellar temperature, may appear flat, and is usually available in an extensive range of varying brews and strengths. ‘Bitter’ is the most common style and most bars offer several brands. Normally the alcoholic strength is clearly displayed at the bar; if you are still unsure, and want to keep a clear head, just ask for nothing stronger than medium (typically about 4% alcohol by volume). When ordering beer, women traditionally ordered half-pints and men pints but this custom is changing and it is now accepted practice for women to order full pints, too. By the same token, the rather macho British drinking culture frowns on men drinking halves.

Some final tips

British cuisine is not what it was. Fortunately this erstwhile gastronomic desert has been transformed in the past twenty years and some of the best restaurants on the planet can be found in the UK. Unfortunately the best are also the most expensive and they are concentrated in London and the Home Counties or, at least, in the major cities. It is possible to eat well in the boondocks but it may require some research to find a suitably decent restaurant.

Acceptable public conduct

Gestures such as backslapping and hugging are discouraged and a wide distance should be maintained between participants in a conversation. Maintaining eye contact may be necessary when you are trying to emphasize important points but you must avoid any temptation to ‘eye-ball’. Talking loudly is unacceptable and shouting is beyond the pale. Some old-fashioned interlocutors may not hear you if you have your hands in your pockets. The British do not gesticulate frantically.

‘How do you do?’ is a greeting not a question. It is used when people are introduced for the first time only and the correct response is to repeat ‘How do you do?’ Such conventional usage is not to be confused with 'How are you?' etc. which is a more or less sincere enquiry as to your well-being.

If the British use few words, it is because they prefer to mean those they do use. They are polite and courteous for the most part. They expect to be treated with respect, in return for which they will treat you with respect, so:

- if there is a queue, go to the back of the line and wait patiently; and

- do not use the ‘V’-sign [raising the index and middle fingers] unless you are sure which is the Churchillian version signifying peace or victory (palm outwards); the use of the alternative version (palm inwards) is less common nowadays but it is still vulgar and offensive.

A service charge of 10-15% is almost always included in hotel and restaurant bills and you should be wary of establishments that leave the credit card slip open for you to include an additional contribution (if you wish to reward exceptional service give cash directly to the staff). Do not tip bar staff in pubs where there is no table service. Otherwise taxi drivers (especially in London), hairdressers, porters, etc. will expect 10-15% or a couple of pounds, whichever is the greater.

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