Another thing to add would be "informal". An example from last week - I went into my local branch of Santander Rio to ask about opening an account (note, prospective new client to impress!!). The girl at the front desk was snacking on a candy bar. She continued to eat it while talking to me, breaking off a piece, popping it in her mouth, chewing. Imagine that happening in Barclays Bank! It's not easy to fire people here because of juicios so things are pretty lax. Plus there's just more informality, kissing colleagues and sharing round cookies in front of customers etc...