I grew up in the US and moved to the UK when I was 26, where I lived for four years before moving to Finland. At my first few jobs in British companies, I had a few minor culture shocks, but overall I found it very easy to adjust. The important thing to remember is that British and American culture are similar enough that, if you are familiar with one, you won’t make any life-changing mistakes in the other. A simple “good morning,” “please,” and “thank you” go a long way.
Conversation
In a business setting in both the US and UK, it is considered inappropriate to discuss personal topics such as politics, health, and money with people you don’t know very well. Safe topics include work-related matters, weather, and sports, but when in doubt, it’s best to follow your conversation partner’s example.
Small talk plays a role in both cultures, but its purpose differs slightly. In American office settings, small talk is usually brief, acting as a warm-up before getting down to business. Brits, however, may spend more time on pleasantries, and conversations often include humor or self-deprecation. Being overly formal can sometimes create distance, so embracing light banter can help build rapport with British colleagues.
Meetings and feedback
Americans tend to be more direct in their communication, while Brits tend to use more hints and understatement. An American colleague in a meeting might say to your face, “I don’t think that’s a good idea,” while a Brit might say, “Are we sure that’s the best course of action?”. On the other hand, Americans are more expressive when giving positive feedback and often use words like “amazing,” “fantastic,” “exciting,” even when talking about rather mundane things.
Presenting and negotiating
These same differences also apply not only in casual conversation but also in formal situations such as negotiations and presentations. During negotiations, Americans are often comfortable stating their expectations explicitly and may not hesitate to challenge or counter proposals. Presentations are usually structured, energetic, and goal-focused. In contrast, British professionals tend to be more indirect and diplomatic. They often use polite language and understatement to express disagreement or skepticism. Of course, these personality traits vary from individual to individual, so don’t be surprised if you encounter a shy American or an aggressive Brit.
The customer is always right
In American customer service settings, there is a saying that “the customer is always right,” and customers expect to be treated with a great deal of respect and deference. A common example of this is servers in restaurants frequently coming to the table to ask if there is anything else the guests need.
In customer service settings in America such as shops and restaurants, the employee is expected to act very friendly and make a lot of small talk. When an American cashier asks, “How are you?”, they are not actually expecting a detailed answer from you. The standard response is “I’m fine, thanks, how are you?”. British workers are much less likely to make small talk in these situations, especially during busy periods. Personally, this was one of my biggest culture shocks. When I started working in a British café, my instinct was to use my “customer service voice” and be very friendly and chatty. This surprised my manager so much that he commented, “You’re the friendliest worker we’ve ever had!”
Restaurants and tipping culture
Leaving a tip of 15-20% is expected in American table-service restaurants and bars, and not leaving a tip is considered very rude. This is because restaurant servers are paid very little by their employer, and tips make up the majority of their income. In other settings, such as a hairdresser or counter-service restaurant, there may be an option to leave a tip, but this is optional. Tipping in British businesses is becoming more common due to American cultural influence, but it is still considered optional and a reward for exceptional service.
In American restaurants, when it’s time to pay the bill, the server will often take your credit card to another room to process the charge on a central machine. The price listed on the menu doesn’t include VAT; this will be added to the final bill. In Britain, the server will bring a handheld card reader to the table, as is the standard in most of Europe.
Conclusion
We hope this brief introduction to British and American work culture and communication styles has helped you feel more prepared for future business situations. If you would like to develop your communication skills even further, please don’t hesitate to contact us to arrange a free trial session of LinguajoyPro Business English. Our wonderful native-language teachers can help you gain the confidence to navigate any business situation.
