■Kiwi Society and Culture

There can be marked differences between Maori and NZ European (Pakeha) societies and culture. This is particularly evident when moving in tribal (Iwi) circles. Because of colonization and tribal differences, there can be minor but important changes in protocols. The following sections summarize aspects most likely to happen when intercommunicating with tribal groups but can also be equally applicable to any group including Maori.

◆ Kiwi Demeanor

◇New Zealanders are warm, extroverted, somewhat reserved yet polite at the beginning, and enjoy extending invitations.

◇They are quite easy to get to know as they say hello to strangers and will offer help without being required.

◇Because they do not stand on ceremony and favor equality, they move to use first name quickly and avoid the use of titles.

◇Kiwis dress casually, but they show neatness.

◇Most restaurants do not have dress protocols and except in business, dress is undoubtedly casual.

◇Business attire is conservative, although they may take off jackets and roll shirt-sleeves up when working.

◆ Maori Demeanor

◇Maori are usually warm and reserved and think highly of hospitality.

◇They will usually supply (often to the point of going without) assistance to their guests and will try to conceal the inconvenience as much as possible.

◇Maori will spontaneously start speech and song. Even though they may not have met each other, they will know many songs they can sing together and often use these to end or enrich speeches.

◇They will often invite visitors to do the same and it would be advisable to have 2-3 practised songs from your own country to respond to.

◆ Environmentalism

◇Kiwis are concerned with environment and have a strong desire to maintain their country’s beauty.

◇One of the major local issues is the imports of predators.

◇Border controls are very strict and there are serious punishments for importing food or other natural products such as wood, cane etc.

◇The local attitude towards the environment is largely affected by the attitudes of the indigenous population, the Maori.

◇They believe that all things have a “mauri”—a life force. Destruction of this life force, or human endeavor to dominate it, lead to the mauri losing its energy and vitality, which influences the lives of people as well as the resilience of ecosystems.Maintaining the mauri of the environment and ecosystem resilience are both important for sustainable development.

◆ Egalitarianism

◇There is no formal class structure in New Zealand.

◇Wealth and social status are not important to Kiwis. They are proud of individual achievements and believe that opportunities are provided for all.

◇As a “welfare state” unemployment benefits, housing and access to health is all offered to those who can’t afford it for free.

◇Maori have a hierarchy especially obvious in formal situations.For example, the elder (male or female) sits in a specific area and will be asked to open or close a meeting. In most cases they are men but not always.

■Etiquette and Customs

◆ Meeting and Greeting

◇Greetings are casual, often simply including a handshake and a smile.

◇Never underestimate the value of the smile as it demonstrates pleasure at meeting the other person.

◇Although New Zealanders change to use first names quickly, it is best to call them by their honorific titles and surnames until they suggest moving to first name basis or they address you by your first name.

◆ Maori Meeting and Greeting

◇Maori stand on ceremony and have clear protocols concerning how they should welcome and see off visitors.

◇If the business is conducted with a tribal group (Iwi) the welcoming rituals may be practiced through the process of Powhiri—a formal welcome that is held on a Marae.

◇A Powhiri can cost between 30 minutes to 2-3 hours depending on the importance of the event. It starts by calling the visitors onto the area in front of the traditional meeting house. Visitors should walk as a group and keep silent to expect if they have a responding caller to reply to the home peoples’ caller (usually an older woman).

◇A Powhiri prescribes where people sit, in what position in their group, and who speaks.

◇In most cases, but not all, you will notice the men sit forward and only males make a speech. There is a tension between the men and women on this matter and in a few places this has been settled and you will see both men and women stand to speak. In order not to cause friction in your business dealings, always follow the lead of the home people.

◇The welcoming speeches are made by the agreed speakers of the home people and always end with the most respected speaker or elder.

◇Speeches are delivered in the Maori language and each one accompanied by traditional song. You may not understand what is being said but you can rest assured it is likely to be from the best speech-makers in the group and often express your admiration for him/her.

◇The visitors are expected to have at least one speaker represent them to reply.

◇If possible, the speaker should prepare a learned introduction in Maori—it is very important that he/she pay attention to the pronunciation. Mispronounced words often incur whispers and sniggers and is regarded offensive. It is better to have a very short opening with a good pronunciation, than a long one with a poor pronunciation.

◇The speaker’s response should never be about the concrete purpose of the visit nor should it be to self-promote as this would be regarded arrogant.

◇The speaker should make use of the opportunity to briefly demonstrate respect to the place where they stand (ie. the location), to the houses (the traditional carved meeting house and dining room are named by ancestors and so are greeted accordingly), to greet the home people, and to explain where his/her group have come from (place is important to Maori). This should be followed by a song from the visitors’ country so that the visitors’ group should sing together.

◇The Powhiri can be frightening to visitors and can be filled with traps that may insult. This is why most visitors seek the help of a Maori person to “guide” them.

◇Once the last elder of the home people has spoken, they will signal to the visitors to come forward in a line to shake hands, kiss (once) on the cheek or hongi (touch noses) with the home people.

◇After this the kitchen gets ready to call people in to eat.

◇Following the food, the meeting proper can start.

◇It pays to be watchful and to follow the lead of others, or to prudently ask questions if not sure.

◆ Gift Giving Etiquette

◇If invited to a Kiwi’s house, take a small gift such as flowers, chocolates, or a book about your home country to the hosts.

◇Gifts should not be costly.

◇Gifts are opened when received.

◆ Dining Etiquette

◇New Zealanders are relaxed as is shown in their table manners.

◇The more formal the occasion, the more rigid the protocol.

◇Wait to be shown where to take a seat.

◇Meals are often served family-style.

◇Keep your elbows away from the table and your hands above the table when eating.

◆ Table Manners

Table manners are Continental—the fork is held in the left hand and the knife in the right hand while eating. They will not look askance, however, if you adopt American table manners.

Suggest you have finished eating by placing your knife and fork parallel on your plate with the handles facing to the right.

◆ Maori Dining Etiquette

◇Adhering to a Powhiri, the visitors will be asked to the dining-room (a separate building to the carved meeting house) to take seats to eat at long trestle tables.

◇They should not eat until the food has been “blessed” or an elder of the home people says an acknowledgement even if the food is getting cold.

◇Visitors should try to make the home people sit amongst them to talk and get to know them while eating.

◇Often, older people will be working in the kitchen and younger people will be serving.

◇It is important to realize that in most cases they are working out of their own free will and it is advisable to formally and publicly thank them towards the end of the meal before leaving the dining-room to start the meeting. As a result of this, the visitors may be light-heartedly invited to sing.

◇To sing a song from your home country would display respect and thanks.

■Business Etiquette and Protocol

◆ Relationships and Communication

◇New Zealanders can be slightly reserved, especially with people they do not know.

◇Once they establish a personal relationship, they are warm, extroverted and social.

◇Do not look too forward or overly friendly.

◇They revere people who are honest, direct, and have a sense of humor.

◇They trust people until they are given a reason not to. If this happens in business it will be difficult to repair the breach and business dealings may end or become more difficult.

◆ Business Meeting Etiquette

◇Appointments are usually required and should be scheduled at least one week ahead by telephone, fax or email.

◇It is usually easy to schedule meetings with senior level managers if you are coming from another country, if the meeting is arranged well beforehand.

◇It can be difficult to schedule meetings in December and January since these are the best months for summer holiday.

◇Attend meetings on time or even a few minutes early.

◇If you are not punctual, your behavior may be construed as indicating that you are untrustworthy or that you think your time is more valuable than the person with whom you are meeting.

◇Meetings are usually relaxed; however, they are serious events.

◇There is a brief amount of small talk before getting down to the business at hand.

◇If you make a presentation, refrain from hype, exaggerated claims, hyperbole, and bells and whistles. New Zealanders are interested in what people “can do” not what they say they can do.

◇Demonstrate your business case with facts and figures. Emotions and feelings are not important in the New Zealand business dealings.

◇Maintain eye contact and keep a few feet of personal space.

◆ Negotiations

◇It takes time to negotiate.

◇Do not try high-pressure sales techniques.

◇Display the benefits of your services or products rather than talking about them.

◇Start your negotiations with a reasonable figure. Since this is not a haggling culture, New Zealanders do not expect to bargain over price.

◇Kiwis seek value for their money.

◇Do not make promises you can not fulfil or offer impractical proposals. Kiwis do not usually trust people who have to oversell!

◇They are quite direct and expect the same in return. They admire brevity and more detail than is required will not have more impact on them.

◇Agreements and proposals must make all points clear. All terms and conditions should be given a detailed explanation.

◇Don’t wander from the point while speaking.

◇Kiwis place great value on honesty and directness in business dealings.