Module 1 : Understanding cultural differences

1. Intercultural awareness, the key to success in international business

• Taking stock of one's own cultural baggage
• The basics of effective intercultural management
• Identifying and going beyond cultural stereotypes

2. Key aspects of Serbian culture

• From Greater Serbia to Yugoslavia to “Little Serbia”
• The painful road leading to the creation of the modern state of Serbia
• Serbia’s late and fragile transition to democracy
• A delicate but promising economic situation
• A multiethnic society, the challenges of European integration

3. The impact of values and behaviour patterns on professional dealings and relationships

• The importance of nationalism
• The orthodox religion
• Serbian women: taking control of their own destiny
• Slava and family values
• "Balkan time": a flexible view of time
• Direct and expressive communication
• Great care and attention paid to appearances, pride, sensitivity, humour
• A respect for qualifications and status, performance is highly valued

4. The Serbian corporate world

• The importance of the public sector, the privatisation process
• Foreign investments, a sense of effort and performance
• The market, employment, salaries, corruption
• A clear hierarchy but collective decision-making

Module 2 : Succeeding in work with the Serbs

1. Effective communication with the Serbs

• First impressions: the first meeting is a decisive moment
• An expressive use of body language
• Information flows.  Networking
• The working language: the role of the interpreter

2. Adapting your working methods

• Effective management: leadership and availability
• Acting coherently: being firm, clear and frank
• Creating a friendly working environment
• Making the most personal ambitions: recognition and promotion
• Dealing with touchy and sensitive people
• Pitfalls to be avoided

3. Successful meetings and negotiations with the Serbs

• Building trust and confidence: discipline and formality
• Successful networking
• Identifying decision-makers and power chains/power conflicts
• Identifying negotiation styles
• Time, priority and deadline management
• Understanding written contracts, their interpretation and implications
• Organising the post-negotiation phase

4. Final handy tips

• Caution, patience and humility
• Protocol and etiquette
• Social standards, gifts, business cards, dress code, etc
• Sensitive subjects: politics, history, religion
• Humour: a double-edged sword