Doing Business in U.K.

Contributions by Rosemarie Williams, Managing Director of Paragon Image Consulting, Etiquette Specialist and Master Trainer for London Image Institute’s Train the Trainer courses.

Anyone working in the international business arena knows that preparing for cultural differences is the norm when working in another country, and even the United Kingdom with an English-speaking population is no exception. Just like anywhere else, the U.K. has its own expectations, etiquette and quirks about how people are expected to behave in business and social events. Being unaware of these can lead to awkward situations, so a bit of preparation if going to the U.K. is a smart idea. 

Punctuality and General Business Etiquette

Unlike the U.S., where being a few minutes late might even seem fashionable, especially if one wants to be seen entering, in the U.K. it is considered rude even if it is unintentional and caused by unforeseen circumstances. People are expected to plan and address hiccups, as everyone’s time is considered valuable. It is also important that attendees have read the agenda and the minutes of the previous meeting beforehand; that they plan ahead and have all the necessary paperwork and information in hand. Before the meeting, switch off mobile phones. After hours social meetups are a different story, but if it’s a business meeting, plan to be five minutes early as a standard.

Knowing when to speak, when to listen and keeping one’s counsel is also expected, as the content and discussions held in the meeting should not be disclosed to those not invited to the meeting. Actions agreed at a meeting should remain confidential until the information can be released to other parties. Being courteous throughout is expected. 

Traveling can be a Grand Canyon leap, especially in London in the middle of the business day. Everything is clogged on a regular basis and particularly difficult at key times. Business appointments near hotels make a lot more sense and if you do have to get around, use the subway or “tube” to get to a meeting across town. If you are the host, consider arranging meetings outside the rush hour traffic as this will demonstrate awareness of others’ potential commuting struggles.

People are expected to be reserved and considerate of others, in the office and outside on the street. The idea of pushing rudely through a crowd or shoving to get somewhere is frowned upon. Queuing is still highly valued in the UK wherever you are – shops, restaurants, hotel receptions, public transport etc. To “queue up” is a sign of courtesy and respect. “Please” and “thank you” are expected and a polite way of asking for something is “please may I have/order/request” rather than “can I get”. Everyone in a business meeting would say “I beg your pardon” if they sneeze, cough say something impolite or make a mistake. 

UK Greeting Etiquette

First of all, voice tone is important in the U.K. In a professional setting, a person’s tone should be reserved and as calm as possible. Exaggerations and loud embellishments are not appreciated. Many business voices in meetings and restaurants are moderate to low volume with very little intensity. Adjusting the volume of your voice is also expected. The rest of the diners have conversations they wish to hear and continue. Keep it down. 

Second, formality and titles matter. Always address someone by their formal title and even in a small formal meeting, titles are still used. In the last decade, first names are now commonly used in business, but not necessarily at the initial meeting, until permission is granted. If in doubt, it is quite alright to ask how a person would prefer to be addressed. 

Avoid the forceful handshake, hugging or shoulder slapping, big hand waves and wild gestures. Close physical space is a no-man’s land and should be respected. People stand at least three feet apart when shaking hands and a simple, firm but mild handshake with a smile is more than enough. Welcoming facial expressions are favoured so a smile is considered acceptable as long as it is genuine. Brits will sniff out anything that is insincere in their initial engagements.

UK Dining Etiquette

Quite a lot of business happens over a meal, but unlike in the U.S. where people are sometimes expected to pay for their meal, in the U.K. an invitation to lunch invariably means the inviting party is paying the bill. Expect to cover the full meal cost if you initiate the lunch, breakfast or dinner meeting. As for after-hours drinks, going to a nearby pub is normal and commonplace. Picking up a round for all involved is a good way to be appreciated and noted as well, especially if looking to make a good impression. 

Business dining etiquette tends to be quite formal in Britain. Cutlery is used throughout and is not switched. The knife remains in the right hand and the fork in the left hand. Use the knife and fork with blade and prongs turned down for all foods. Cut each small bite and push the food, (even peas) on top of the fork. Chew with your mouth closed and set your knife and fork on the plate not bridged between plate and table while eating. When finished, place your knife and fork together, at the 6 o’clock position vertically on the plate. Photographing food is not considered acceptable in refined dining establishments and bags, purses, phones and keys should never appear on the table. 

UK Business Dress 

Professional dress is similar to the US but as a visitor it is wise to make the effort and dress elegantly. Skip the California tech company look, find a decent classic suit and tie, trouser suit or skirted suit, and trade in the backpack for a proper shoulder case or computer case. 

Many men in business now do not wear a tie but may carry one just in case the need arises. Blue and pink shirts open at the neck have been acceptable in the workplace for a while now. However, at the initial meeting always wear a tie until the corporate culture of the company is known.

Relationship Etiquette 

Business relationships in the U.K. are often informal, relying on networking and connections. Who you know makes a big difference and impacts operations positively. As for discussions and speaking topics avoid politics, religion and gossip news. Additional topics which are considered out of bounds are money (the abundance or lack of it), sexual preferences, tragedies and salaries. Avoid making judgmental comparisons or comments. While London and urban Britain are a melting pot, differences between groups are still highly sensitive from one neighbourhood to the next. In fact, you might be put on the spot to disclose your American view on a topic. Avoid voicing any strong opinions, be genuinely interested in the UK culture and enjoy learning new customs. British conversation might seem direct, even blunt, but it’s not intentional. Clarity is a norm in England.

Cold calls and unsolicited phone calls are a bad idea. If done, not only could they breach business etiquette rules but also pose legal risks. Awareness of the laws surrounding cold calling should be researched so that nothing formal is violated. Generally, British people are not receptive to cold calls as they are considered highly intrusive. 

In meetings, a good amount of initial conversation is designed to getting acquainted and information gathering. Immediate decisions are rare as they are only made by the top person in charge. However, a good first meeting often gives way to a second and third that closes a deal. Expect the primer to be a classic “feeling things out” and the meeting to finalize the details would take place later if things stay on track. 

Finally, utilize professional language in business meetings. Avoid slang, dialects and pop culture terms. Americans have habitually gained a bad reputation for verbal sloppiness, and much of it is self-inflicted. Instead, listen first, speak a bit slower to avoid language mistakes and respect turns in speaking. Don’t be the first to give an opinion and let people finish their sentence before responding. 

Contact London Image Institute

One of the best ways to be prepared for a critical presence in the U.K. is to work with a culture expert like the London Image Institute. Our team has been preparing executives and specialists for years prior to their placement in the U.K., with many positive results. You can’t predict the future, but you can control yourself. So, plan ahead and avoid preventable minefields.

Thank you to guest contributor Rosemarie Williams, Master Trainer for London Image Institute UK