New tips on extending a warm welcome to overseas visitors in the run up to the 2012 Olympics are launched today by VisitBritain, the national tourism agency. They come in a comprehensive new online resource designed to help everyone in tourism from hoteliers to taxi drivers provide an even more efficient and helpful customer service that takes account of cultural needs…
New tips on extending a warm welcome to overseas visitors in the run up to the 2012 Olympics are launched today by VisitBritain, the national tourism agency.
They come in a comprehensive new online resource designed to help everyone in tourism from hoteliers to taxi drivers provide an even more efficient and helpful customer service that takes account of cultural needs.
The UK is rated fairly highly – 14th out of 50 – in the Nation Brands Index for the quality of the welcome would-be visitors believe they will get when they come here. But some of our key competitors such as Canada, Italy, Spain and the Netherlands do better. The VisitBritain research shows foreign visitors often find Britain’s mix of cutting-edge modernity and rich cultural heritage ‘’fascinating’’ and ‘’exciting.’’ They see British people as ‘’honest,’’ ‘’funny,’ ‘’kind’’ and ‘’efficient’’ but in some cases they wish we offered a more exuberant welcome.
Now VisitBritain has launched an extensively revised version of its ‘’Market Profiles’’ as part of its campaign to help enhance cultural awareness, avoid misunderstandings and boost our performance in caring for our customers(1). The tips have been written by VisitBritain staff, who are natives of the countries featured, and they have a wealth of insight into the places visitors come from. Here is a sample:
- A smiling Japanese person is not necessarily happy.
The Japanese tend to smile when angry, embarrassed, sad or disappointed. They may think it rude if you talk to them with your hands in your pockets. Avoid staring, as eye contact isn’t generally considered polite. While sitting, try not to show the bottom of your shoes. Avoid being late for things and blowing your nose in front of someone is also likely to be considered rude.
- Be careful how you pour wine for an Argentinian.
The whole process involves a number of social taboos and unless you understand them you could insult someone. For example, pouring wine backwards into a glass indicates hostility. Don’t be offended by Argentinian humour, which may mildly attack your clothing or weight.
- Avoid winking at someone from Hong Kong.
Winking is often considered a rude gesture. Pointing with an index finger is not advisable as this is generally used only for animals. Point with your hand open. Hong Kong Chinese are very superstitious: mentioning failure, poverty or death risks offence.
- Remember Arabs are not used to being told what to do.
Visitors from the United Arab Emirates can take great offence if you appear bossy. They appreciate being looked after by staff who have been trained to understand Arab culture. For example, it is culturally insensitive to ask an Emirati whether they want bacon with their eggs or to include a half bottle of wine with the table d’hote menu.
- Do not be alarmed if South Africans announce that they were held up by robots.
To a South African the word robot means traffic lights. ‘’Takkies’’ means trainers, a barbecue is a ‘braai’, and ‘’howzit’’ is an informal way of saying hello. When in a social situation with a South African do not place your thumb between your forefinger and your second finger – it is an obscene gesture.
- Don’t ask a Brazilian personal questions.
Steer clear especially of such issues as age, salary, or marriage to someone from Brazil, Argentina’s fierce rival.
- Avoid physical contact when first meeting someone from India.
Being touched or approached too closely in initial meetings can be considered offensive, even if the intention is entirely innocent or friendly. Be tolerant if Indians at first seem impolite, noisy and impatient. This is partly the result of living in chaotic cities and environments. They usually appreciate orderliness when they see it.
- When meeting Mexicans it is best not to discuss poverty, illegal aliens, earthquakes or their 1845-6 war with America.
Polite topics of conversation would be Mexican culture, history, art and museums instead. When demonstrating the height of something, be aware that holding the palm face down is reserved for animals. Burping out loud is considered very rude.
- Never call a Canadian an American.
Canadians may take offence if labeled American. Some Canadians get so annoyed about being mistaken for US citizens they identify themselves by wearing a maple leaf as pin badge or as a symbol on their clothing.
- Do not take offence if an Australian or a New Zealander makes a joke about ‘’Poms.’’
It is more of a friendly endearment than an intended insult.
- Avoid saying ‘’thank you’’ to a Chinese compliment.
Instead, politely deny a compliment to show humility. If you compliment a Chinese person, expect a denial in reply. The Chinese are famous for communicating by “Saying it without saying it.” You will have to learn to read between the lines. Use only black and white materials for presentations, as colours have significant meanings in Chinese culture.
- When accepting thanks Koreans will typically say “No,no “.
The remark should be interpreted as “You are welcome”.
- Don’t snap your fingers if you are with a Belgian. It may be interpreted as impolite.
And avoid discussing personal matters or linguistic and political divisions within Belgium between Dutch and French speakers.
- Never imply Poles drink excessively.
Despite stereotypes, Poles are not large consumers of alcohol and excessive drinking is frowned upon.
Sandie Dawe MBE, Chief Executive Officer of VisitBritain, said: ‘’Overseas visitors spend more than £16 billion a year in Britain, contributing massively to our economy and supporting jobs across the country. So giving our foreign visitors a friendly welcome is absolutely vital to our economy. With hundreds of thousands of people thinking of coming to Britain in the run up to the Olympic and Paralympic Games in 2012, this new advice is just one of the ways that VisitBritain is helping the tourism industry care for their customers – wherever they come from.’’
NEW FIGURES SHOWING HOW MANY TOURISTS CAME TO BRITAIN BY COUNTRY IN 2009, WHAT THEY SPENT AND WHAT THEY DID
|
Country |
Number |
Spend |
Key reason for liking Britain |
Where they go |
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|
Japan |
235,000 |
£305 mil. |
Shopping and heritage |
Castles, churches English gardens Scotland and the Lake District and the Cotswolds |
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|
Argentina |
69,000 |
£53 mil. |
Co- existence of cutting edge modernity and history |
London, castles, palaces, old buildings, living traditions, trendy galleries, Scotland. |
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|
Hong Kong |
143,000 |
£131 mil. |
History, heritage, football and interesting towns, easy to travel around and has beautiful scenery |
Shopping, restaurants, sightseeing famous Buildings, countryside, parks and gardens. |
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|
United Arab Emirates |
246,000 |
£312 mil. |
Britain is viewed as London – an expensive city for enjoying luxury and shopping. |
Shopping tops the list, especially for luxury goods. |
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|
South Africa |
245,000 |
£222 mil. |
Great museums, films, music, sports, and pop videos. Familiar. |
Sightseeing famous buildings, walking on coastline, shopping, concerts. |
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|
Brazil |
151,000 |
£151 mil. |
London is a must see place. Fascinating blend of old and new sets Britain apart. |
To see Big Ben, the Horse Guards, black cabs, red telephone boxes, Routemaster buses, pubs, Scotland, football, shopping, music, pubs and nightlife. |
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|
India |
273,000 |
£269 mil. |
Great interest in seeing the place Indian people have grown up reading and hearing about, especially London |
Shopping. Madame Tussauds, the London Eye and the Tower of London. Great interest in ‘out of London’ places particularly Scotland, the Lake District and the Cotswolds. |
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|
Mexico |
81,000 |
£61 mil. |
Uniqueness, Individuality and innovativeness of Britain combined with interesting history and difference from Europe. |
69% of Mexican holiday visitors visited castles, churches, monuments or historic houses. Shopping, museums and galleries. |
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|
Canada |
687,000 |
£408 mil. |
Many ‘’revel’’ in Britain look up relatives, family trees and explore the depth of history in Britain. |
Half of all visitors go to the pub or do some shopping. Heritage is the key draw for holiday visitors with 67% visiting castles and stately homes |
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|
Australia |
912,000 |
£856 mil. |
They like the unique things about Britain, including – Royal family, tradition, food, pubs, its humour and familiarity. Seen both as a holiday and work destination and gateway to Europe. |
Two thirds visit Heritage, half do some shopping or go to the pub. Ancestry and “the big trip to the motherland” are key motivators. |
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|
New Zealand |
209,000 |
£139 mil. |
Familiar culture, ancestral links, great festivals and events. See Britain as the best foreign country for culture music, films, art and literature |
Two thirds go shopping and visit heritage sites such as castles). Pubs and socialising are also very common activities |
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|
China |
89,000 |
£117mil. |
Chinese come for “Strategic enrichment” (the show-off factor). Luxury branded goods tend to be cheaper in Britain than in China and are also guaranteed not to be fakes. Keen on British mystery and ghost stories such as Harry Potter, Agatha Christie, Sherlock Holmes and the Knights of the Round Table. |
Around half of Holiday visitors engaged in shopping, visits to built heritage and museums and galleries. Some 9% go to Scotland and 1% to Wales. |
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|
South Korea |
75,000 |
£70 mil. |
If money were no object, the UK would be 2nd on Koreans’ list of nations to visit. The UK is seen as being rich in heritage with vibrant cities. |
Half of holidaymakers visit museums and more than four out of ten went to heritage sites such as castles and places associated with the royal family. |
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|
Belgium |
903,000 |
£255 mil. |
Lots of different places to see: big, exciting, lively cities, as well as quiet and relaxing countryside. Huge variety of food, natural beauty, trendy unique shopping and close, thanks to Eurostar, low price airlines and ferries. |
Belgians mostly visit as families. Shopping and good, all-round family entertainment are a must such as visiting historical villages, nature reserves, the countryside, seaside and gardens. Manchester and Edinburgh are popular. |
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|
Poland |
1,041,000 |
£362 mil. |
Heritage and culture is a strong driver For Poles. They are interested in the British monarchy, architecture, beautiful countryside and visiting historical universities |
Shopping and visiting heritage sites such as castles are Popular. Nightclubs, music, pubs and bars are attractive in a young market such as Poland. Some 8% go to Scotland and 4% to Wales |
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Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
