Compliance with business etiquette. Basic rules of telephone etiquette

Etiquette (French etiquette, from Greek ethos - custom, character), an established order of behavior somewhere (initially in certain social circles, for example at the courts of monarchs, in diplomatic circles, etc.). Today there are everyday, guest, business, military, diplomatic and other types of etiquette. Etiquette has a pronounced situational character. The need to choose a particular word, gesture or some other etiquette sign is primarily determined by a specific situation. Etiquette is organically connected with the moral norms of society. A system of moral principles that determine the nature of communication among the most different nations, includes a set of universal human values: respectful attitude towards elders, parents, women, concepts of honor and dignity, modesty, tolerance, benevolence.

The norms of etiquette, in contrast to the norms of morality, are conditional; they have the nature of an unwritten agreement about what is generally accepted among people and what is not. Every cultured person must not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Manners largely reflect a person’s internal culture, his moral and intellectual qualities. The ability to behave correctly in society is very important: it facilitates the establishment of contacts, promotes mutual understanding, and creates good, stable relationships.

Modern etiquette regulates the behavior of people in everyday life, at work, in public places and on the street, at a party and at various kinds of official events - receptions, ceremonies, etc. Etiquette is a very important part of universal human culture, morality, morality, developed over many centuries of life by all peoples in accordance with their ideas about goodness, justice, humanity - in the field of moral culture and about beauty, order, improvement, everyday expediency - in the field of culture material.

One of components Etiquette is the culture of human behavior, his manners. - a way of holding oneself, external form of behavior, treatment of other people, expressions used in speech, tone, intonation, characteristic gait, gestures and even facial expressions. In society, modesty and restraint, the ability to control one’s actions, and communicate carefully and tactfully with other people are considered good manners. Bad manners are considered to be the habit of speaking loudly, without hesitation in expressions, swagger in gestures and behavior, sloppiness in clothing, rudeness, manifested in outright hostility towards others, in disregard for other people’s interests and requests, in shamelessly imposing one’s own and desires on other people, in inability to restrain one’s irritation, in deliberately insulting the dignity of people around him, in tactlessness, foul language, and the use of humiliating nicknames and nicknames.

In general, etiquette in a civilized society coincides with the general requirements of politeness, which are based on the principles of humanism. Everyone knows the expressions: “cold politeness,” “icy politeness,” “contemptuous politeness,” in which epithets added to this wonderful human quality not only kill its essence, but also turn it into its opposite. Emerson defined politeness as “the sum of small sacrifices” we make to those around us with whom we enter into certain life relationships.

Nothing costs so little or is valued so much as politeness. True politeness can only be benevolent, since it is one of the manifestations of sincere, disinterested benevolence towards all other people with whom a person meets at work, in the house where he lives, in public places. With work colleagues and with many everyday acquaintances, politeness can turn into friendship, but organic goodwill towards people in general is an obligatory basis for politeness. A true culture of behavior is where a person’s actions in all situations, their content and external manifestations flow from the moral principles of morality and correspond to them.

A culture of behavior is equally obligatory on the part of the subordinate in relation to the superior. It is expressed primarily in an honest attitude to one’s duties, in strict discipline, as well as respect, politeness, and tact towards the leader. The same applies to colleagues. Demanding respectful treatment of yourself, ask more often with a question: do you answer them in the same way?

The basis of any etiquette, including Business Etiquette, the concern is that a person does not interfere with another person, so that everyone can work together, create, live and be happy, without limiting anyone else in this. You need to be able to not interfere with each other, and you need to educate both yourself and others to do this. At the same time, it is necessary to cultivate not so much manners as what is expressed in manners: a caring attitude towards people, towards business, towards nature, towards one’s past. This is what makes a person a carrier of culture.

Despite the closeness of the principles of business etiquette to the universal norms of community life, there are several rules that are especially important for business relationships.

1. Punctuality. You need to be able to calculate the time needed to arrive at work on time. Otherwise, you will be perceived as an unreliable, disorganized person who cannot be relied upon.
2. Don't say too much. In the field of business ethics, there are strict standards of corporate confidentiality that require non-disclosure by employees of commercial, technical, personnel and other information. The same applies to personal information.
3. Clothing style. In any situation, you should look appropriate for the occasion and not deviate from the clothing style typical of your business environment. You must demonstrate your individual taste exclusively within the accepted dress code.
4. Speak and write in good language literary language. The style of your writing should be stylistically literate and lexically correct. A person’s ability to correctly express his thoughts not only facilitates mutual understanding, but also affects his image as a whole. The success of your business career often depends on your ability to communicate. In order to succeed, a business person must master the art of rhetoric, that is, the skill of eloquence. It is very important to monitor your diction - pronunciation and intonation. Never use slang words or offensive expressions in business communications.
5. Support positive image() business person. He can be different: from “a pleasant person in all respects” to a reliable partner, but an extremely unpleasant and uncultured person. When creating your image, first of all you need to think about how you will look in the eyes of others.
6. Interest and attention to others. A business person should be sincerely interested in other people, listening more than talking. You need to find out more about your interlocutor, what he thinks, what kind of person he is. Call your interlocutor by name, ask questions. All this will help in establishing further relationships.
7. Be yourself. People sense falsehood very subtly. Try to be simpler and more natural, and people will respond in kind.
8. Think not only about yourself, but also about others. It is impossible to conduct business successfully without taking into account the opinions and interests of partners, clients, etc. Often the reasons for failure in business are the manifestation of selfishness, fixation on one’s own interests, the desire to harm competitors, even colleagues, in order to speed up one’s career. Always strive to listen patiently to your interlocutor, learn to respect and understand other people’s opinions, get rid of intolerance for dissent, never humiliate your opponent, even if he gives you a reason to do so.

Definition of etiquette as established order behavior anywhere gives the most general idea about him. Business etiquette is richer in content, since it belongs to this category as something special to something general. Business etiquette is the most important aspect of the morality of professional behavior of an entrepreneur. Domestic aspiring businessmen fail to make many profitable deals, especially with foreign companies, due to the fact that they do not know the rules of business etiquette. And even more often they are “set up” by various consultants and secretaries. Many “new Russians” have bad taste in their clothes and behavior.

As a result, the “new Russians”, their consultants and secretaries become the subject of silent and impartial criticism from their partners. Those who respect themselves and the honor of their company stop all negotiations after the first meeting. And the reason for this is the behavior of the “new Russians,” which can be assessed in words from the famous fairy tale about the old woman who “can neither walk nor speak.”

In order not to get into an absurd situation, you need to know the rules of good manners. In the old days, Peter the Great taught them strongly. In 1709, he issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment. Perhaps it is necessary to introduce punishment for those domestic businessmen who expose not only themselves to ridicule, but also cast a shadow on Russian entrepreneurship. Perhaps there should even be an exam on knowledge of business etiquette.

So, knowledge of business etiquette is the basis of entrepreneurial success.

The rules of etiquette, clothed in specific forms of behavior, indicate the unity of its two sides: moral, ethical and aesthetic. The first side is an expression of a moral norm: thoughtful care, respect, protection, etc. The second side - aesthetic - testifies to the beauty and grace of forms of behavior.

To greet, use not only the verbal (speech) means “Hello!”, “Good afternoon,” but also
non-verbal - gestures: bow, nod, wave of the hand, etc. You can indifferently say: “Hello,” nod your head and walk past. But it’s better to do it differently - say, for example: “Hello, Ivan Alexandrovich!”, smile warmly at him and stop for a few seconds. Such a greeting emphasizes your good feelings towards this person, he will understand that you appreciate him, and the sound own name- a pleasant melody for any person.

An address without a name is a formal address: whether it is a subordinate or a boss, a neighbor landing or a travel companion public transport. Addressing oneself by name, or even better, by name and patronymic, is an appeal to an individual. By pronouncing the name and patronymic, we emphasize respect for human dignity and demonstrate our emotional disposition. Such a greeting speaks about a person’s culture and creates a reputation for him as a delicate, well-mannered, tactful person. Of course, people are not born with such qualities. These qualities are cultivated and then become a habit. The sooner such education begins, the better: the sooner it becomes a habit. It is especially difficult for first-generation businessmen to form good intellectual habits, since they have to for the most part or through trial and error. It’s not for nothing that the British say: to become a gentleman, you need to have three university degrees in your family: a grandfather, a father and a son.

Etiquette is a historical phenomenon. The rules of people's behavior changed with changes in the living conditions of society, specific social environment. Etiquette arose during the period birth absolute monarchies. Adhering to certain rules of behavior and ceremonial was necessary to exalt royalty: emperors, kings, tsars, dukes, princes, dukes, etc. to consolidate the hierarchy within the class society itself. Not only a person’s career, but also a person’s life often depended on knowledge of etiquette and compliance with its rules. This was the case in Ancient Egypt, China, Rome, and the Golden Horde. Violation of etiquette led to enmity between tribes, peoples and even wars.

Etiquette has always performed and continues to perform certain functions. For example, division by rank, estate, nobility of the family, titles, property status. The rules of etiquette were and are observed especially strictly in the countries of the Far and Middle East.

In Russia at the beginning of the 18th century. Western etiquette began to be increasingly introduced. Clothes, manners and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the noble class (especially in capital cities) was constantly and persistently, sometimes cruelly, monitored by Tsar Peter I himself. Violations of these rules were severely punished. Subsequently, during the reign of Elizabeth and Catherine II, those rules of etiquette were selected that met the requirements and characteristics of the national culture of Russia. Russia, as a Eurasian country, in many ways combined the opposites of Europe and Asia. And there were many of these opposites not only in the 18th century, there are many of them now. R. Kipling said that the West is the West, the East is the East, and they will never meet. So, in Europe the mourning color is black, and in China it is white. Even within the borders Russian Empire behavior rules various peoples were significantly different.

Of course, social progress contributed to the interpenetration of rules of behavior and the enrichment of cultures.

The world was getting smaller. The process of mutual enrichment of rules of conduct made it possible to develop mutually acceptable etiquette, recognized in its main features, and enshrined in customs and traditions. Etiquette began to prescribe standards of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, on public transport, etc.

But besides the rules of etiquette, there are also professional etiquette. There have always been and will remain relationships in life that provide the highest efficiency in performing professional functions. Participants in any interaction always try to maintain the most optimal forms of this interaction and rules of behavior. They will demand from the newcomer strict adherence to the proven and proven rules of business communication, since the latter facilitate the performance of professional functions and contribute to the achievement of their goals. In one or another team, group of workers, employees, business people, certain traditions develop that become stronger over time. moral principles and constitute the etiquette of a given group, community.

In the practice of business relations there are always some standard situations that cannot be avoided. For these situations, forms and rules of behavior are developed. This set of rules constitutes business etiquette. Here is one of the definitions of etiquette - a set of rules of conduct in business that represents outside business communication.

Business etiquette is the result of a long selection of rules and forms of the most appropriate behavior that contributed to success in business relationships. It was not always easy to master these rules, so entrepreneurs “from the plow” often spoke about them not very flatteringly: “Why do I need all this?” You can follow this principle. However, if you want to establish strong business relationships with foreign partners, then knowledge of business etiquette is a must.

It can be recalled how trade relations were established with medieval Japan, which until a certain era
Meiji was almost completely closed to the rest of the world. A businessman, a merchant who arrived in the Land of the Rising Sun to establish business connections, introduced himself to the emperor. The introduction procedure was so humiliating that not every foreign guest was able to do it. The foreigner had to crawl on his knees from the door of the reception hall to the place assigned to him, and after the reception in the same way, backing away like a cancer, leave his place and hide behind the door.

But just as in those ancient times, so now, the rules of business etiquette help bring economic and financial interests closer together. trading people, businessmen. Profit was and remains above all differences of national character, religion, social status, psychological characteristics. These differences were subject to the etiquette of the country the businessman was interested in. Submission to the rules of the game of the determining party created the basis for the success of the transaction.

What rules of conduct should an entrepreneur know? First of all, it should be remembered that business etiquette includes strict adherence to the rules of a culture of behavior, which presupposes, first of all, deep respect for human individuality. Social role The character played by this or that person should not be self-sufficient, nor should it have a hypnotic influence on the business partner. A cultural entrepreneur will treat the minister with equal respect, the ordinary technical worker of the ministry, the president of the company, the firm and the office cleaner, that is, he will show sincere respect to everyone. This sincere respect must become integral part nature, but only if you learn to believe in the integrity of people. At the first meeting, it is impossible to detect even a sign that for you he is a “dark horse”, striving to bypass you on a straight line or a bend, or, more simply, to deceive you. Behavior should be based on a moral assessment: a business partner is a good one! Unless, of course, he has proven otherwise by his actions.

A culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal, speech) etiquette associated with forms and manners of speech, vocabulary, i.e. with everything accepted in the communication of a given circle of business people. There are historically developed stereotypes of speech communication. They were previously used by Russian merchants and entrepreneurs, and now they are used by cultured Russian and foreign business people. These words are: “ladies”, “gentlemen”, “sirs” and “madams”. Among other social groups, such addresses are not yet widely adopted, and we often observe how people experience a feeling of internal discomfort at meetings, because they do not know how to address each other: the word “comrade” seems to belittle their dignity due to a certain attitude towards this word, formed under the influence of the media. On the other hand, many have clearly not risen to the level of “masters” due to their miserable existence. Therefore, very often in transport, in a store, on the street we hear humiliating phrases: “Hey, man, move over,” “Woman, punch a ticket,” etc.

Among business people, the title “Mr.” has the right to life. This word emphasizes that these citizens, social group free and independent in their actions more than any other social group in modern Russia. Moreover, this form of address is not blindly borrowed from anywhere in the West or East. Thoughtless borrowings, most often put into circulation by our not very cultured television and radio journalists, reporters, as a rule, hurt the ears and emphasize the wretchedness and pretentiousness of such borrowings, for example: “a presentation has taken place”, “a new mentality of Russians is being formed” or “sponsors of the vernissage” etc. “Master” is a native Russian word. It has the most common meaning as a form of polite address to a group of people and an individual, used in the privileged strata. In addition, in its other meaning - “owner of property” there is also a respectful attitude towards a person.

In a business conversation, you must be able to answer any question. Even with the simplest questions, asked several times every day: “How are you?”, it is always necessary to remember a sense of proportion. Not answering anything is impolite; muttering: “Fine” and passing by is also impolite, if not rude; to indulge in long discussions about one's affairs is to be considered a bore. In such cases, business etiquette prescribes answering something like this: “Thank you, that’s fine.” “Thank you, it’s a sin to complain,” etc., asking in turn: “I hope that everything is fine with you?” Such answers are neutral, they reassure everyone, they follow the norms established in Russia: “Don’t jinx it when things are going well.”

However, among Czechs, Slovaks, Poles and Yugoslavs, when asked: “How are you?” According to the rules of business etiquette, it is not forbidden to briefly talk about difficulties, complain, for example, about the high cost. But they talk about this, cheerfully emphasizing that a business man overcomes difficulties - there are many of them in his business, but he knows how to cope with them, and is proud of it. And only a slacker lives without difficulties and worries.

In (verbal, speech) communication, business etiquette involves the use of various psychological techniques. One of them is the “stroking formula”. These are phrases like “Good luck to you!”, “I wish you success”, well-known phrases: “ big ship- great voyage”, “Neither fluff nor feather!” etc., pronounced with different shades. Such verbal location signs as “Salute”, “No problem”, “Okay”, etc. are widely used.

But you should avoid such obviously sarcastic wishes as “Your calf should eat an evil wolf.”

In the speech etiquette of business people, compliments are of great importance - pleasant words expressing approval, a positive assessment of business activities, emphasizing taste in clothing, appearance, the balance of a partner’s actions, i.e. an assessment of the business partner’s intelligence. It was not in vain that the heroine of the once popular film “Big Sister” said that a kind word is also pleasant for a cat. From this point of view, it is not a mechanism of flattery. Flattery, especially rude, is a mask behind which mercantile interest is most often hidden. A compliment, especially if you are dealing with a female partner, is a necessary part of speech etiquette. During business communication there is always a real opportunity for compliments. They inspire your business partner, give him confidence, and approve. It is especially important to remember the compliment if you are dealing with a newcomer or, for example, who failed at first. It is no coincidence that Japanese companies prohibit open criticism of their employees: this is unprofitable for the company, since labor activity and initiative are reduced.

Business etiquette prescribes strict adherence during negotiations to the rules of conduct of the country - a business partner. The rules of communication between people are related to the way of life, national customs and traditions. All this is the result of centuries of life experience, the life of previous generations of a particular people. Whatever the traditions, rules, you have to follow them, if, of course, you want to succeed. The proverb “You don’t go to someone else’s monastery with your own rules” is true. Often you have to follow all the rules even if you don’t like them. The interests of the business are higher than your tastes and preferences.

During a business conversation with Italians, try not to demonstrate your rejection of their loud, overly animated speech, or the heated discussion of even an insignificant issue, and when communicating with the Japanese, do not be surprised by their use of super-polite turns of phrase. Over-politeness towards a partner and “humiliation” of one’s own “I” (for example, “I, unworthy, and my insignificant wife invite you, highly respected and noble, to visit us”) do not interfere, but help the Japanese to conduct their affairs well. It is difficult to find another business partner who would not have so scrupulously calculated in advance the most incredible options for the upcoming deal and set so many different (financial, legal and other) traps for his negotiating partner, like the Japanese. Japanese hyper-politeness is a kind of drug that lulls the vigilance of a negotiating partner. In any financial, technical or other business transaction, the Japanese, as a rule, fool our domestic businessmen, who are too susceptible to banal compliments and flattery.

Business etiquette requires special behavior when communicating with clients. Each person providing services to clients has their own professional subtleties in behavior. But we must always remember what determines the relationship with clients the most main principle: the client is the most expensive and desirable person in your office (store, enterprise). If there are a lot of clients, they usually try to serve ladies and elderly people first. But in any case, when working with clients you need to be a good psychologist.

It is also important to observe certain rules regarding clothing and appearance. You don't have to wear a trendy suit. It is important that the suit is in decent condition, does not hang on you like a bag, and the trousers should not resemble a greasy old accordion. The costume must be in place and at the right time. If negotiations with partners are scheduled for daytime, a light suit will do. Pants and jacket can be various colors. But if negotiations take place in the evening, the suit should be dark, the shirt should be fresh and ironed, the tie should not be flashy, and the shoes should be cleaned. A business man's elegance is determined by his shirt, tie and shoes, not by the number of suits he brings with him.

To travel abroad, it is enough to have three sets of clothes: dark and light suits, a decent jacket and a sweater for walking. If your trip route passes through the countries of the East, then remember that women should not wear trousers, appear on the street, in public places without stockings or tights (especially in countries professing Islam), and men should not wear bright ties.

It must be remembered that there are no trifles in business relationships. Etiquette means a lot for business. The clothes and behavior of an entrepreneur or manager are his calling card. They begin to formulate an idea about the guest in advance, collecting information about him. The source of information is the behavior of a businessman on the way to the place business meeting, in the hotel, during the meeting itself. Remember, you are surrounded everywhere by people who study you with varying degrees of bias.

Compliance with the most important rules of conduct with strangers is a sign of your respectability, good manners, and self-confidence. There are a number of rules of conduct in various types transport: plane, train, car. A long journey encourages leisurely conversation. You have to be able to lead it. First of all, you should not abuse the attention of your fellow travelers, do not strive to take over all sides of the conversation as quickly as possible, and do not be too talkative: talkativeness is a sign of bad taste. The other extreme is isolation, gloomy appearance, unsociability. You should also remember that talking during a flight or trip about accidents or transport disasters does not create a favorable image for you and does not contribute to establishing friendly or business contacts with others. After the plane lands, do not rush to give the flight attendant a tip as a sign of gratitude; she will not take it. You can thank the ship's crew with applause for their skill and culture of service.

It is impossible to imagine modern business life without a telephone. Thanks to it, the efficiency of resolving many issues and problems increases many times over, eliminating the need to send letters, telegrams or travel to another institution or city to clarify the circumstances of any matter. You can do a lot over the phone: negotiate, give orders, make a request, etc. Very often, the first step towards concluding a business agreement is a telephone conversation.

It has one important advantage over writing: it ensures continuous two-way exchange of information regardless of distance. But you also need to carefully prepare for a business telephone conversation. Poor preparation, the inability to highlight the main thing in it, to express one’s thoughts concisely, succinctly and competently lead to significant losses of working time (up to 20-30%). This is what American manager A. Mackenzie says. Among the 15 main reasons for loss of time by businessmen and managers, he put telephone conversations in first place. Psychologists note that the duration of telephone conversations depends on their emotional coloring. Excessive emotionality creates the preconditions for speech unclearness and lack of efficiency in phrases, which increases the time of a telephone conversation.

It is also known that when telephone conversation There is such a phenomenon as satiety with communication. It can be a source of tension between the parties. Therefore, during a conversation you need to observe moderation. Otherwise, the meaning of communication may be lost and conflict may arise. Signs of satiety with communication: the emergence and intensification of causeless dissatisfaction with a partner, irritability, touchiness, etc.

You should get out of contact with your partner in time to maintain your business relationship. In addition, having long telephone conversations can give you a reputation for being boring or idle. Similar reputation
tion will undermine interest in you and your business proposals. To restore the good name of the company and your reputation, you will have to spend much more effort than when establishing the first business contact.

According to psychologists, positive emotions tone up the activity of the brain and promote clear rational thinking. Negative emotions lead to a violation of logical connections in words, argumentation, and create conditions for an incorrect assessment of the partner and his proposals. Therefore, we can conclude that the effectiveness of business telephone communication depends on emotional state person, depending on his mood. Skillful expression is also essential. It indicates a person’s conviction in what he is saying and his interest in solving the problems under consideration. During a conversation, you need to be able to interest your interlocutor in your business. This will help you correct use methods of suggestion and persuasion. How to do this, using what means? Voice, tone, timbre, intonation say a lot to an attentive listener. According to psychologists, tone and intonation can carry up to 40% of the information. You just need to pay attention to such “little things” during a telephone conversation. Try to speak evenly, restrain your emotions, and not try to interrupt your interlocutor.

If your interlocutor shows a tendency to argue, expresses unfair reproaches in a harsh form, and there is conceit in his tone, then be patient and do not answer him in the same way. If possible, change the conversation to a calm tone, partially admit that he is right, try to understand the motives for his behavior. Try to present your arguments briefly and clearly. Your arguments must be correct in essence and correctly presented in form. In a conversation, try not to use expressions such as “go”, “good”, “okay”, “bye”, etc. In a telephone conversation, it is also better not to use specific, professional expressions that may be incomprehensible to the interlocutor.

We must remember that the telephone aggravates speech deficiencies; Pronouncing words quickly or slowly makes it difficult to understand. Pay special attention to the pronunciation of numbers, proper names, and consonants. If in a conversation there are names of cities, towns, proper names, surnames, etc., which are difficult to perceive by ear, they need to be pronounced syllable by syllable or even spelled out.

In the modern world, business etiquette has long been considered an economic category. If all employees adhere to high standards of behavior, then a positive atmosphere will be created in the team, accordingly, fewer conflicts will arise and employee performance will improve. What are these rules and is it worth learning them?

Business etiquette is...

This term is usually called existing order behavior and communication in business sphere. Anyone to whom his career is important must certainly know the rules of decency that are accepted among the powerful and successful. With their help, you will never have problems with how to present yourself, what to say so as not to offend anyone, etc. Modern business etiquette also teaches how to smooth out or prevent a conflict from arising.

Functions

Etiquette is a certain order of behavior in a specific area and with a certain category of people. It, like most other social knowledge, performs the functions assigned to it:

Building mutual understanding. Perhaps this is the main function. Formed rules of behavior help people understand each other’s intentions, and as a result, fewer misunderstandings arise.
Convenience. The rules are practical because they represent a system close to the one that a person encounters in life.

Etiquette is one of the main tools that helps shape an image. As practice shows, companies that do not comply with the rules of business etiquette lose a lot, first of all, their face and level of productivity.

Story

The etiquette of a business person was first mentioned in the 11th-12th centuries, when the period of craft division of labor began. During this period, the basic moral requirements that relate to the profession and the nature of work are described. In general, the rules were formed based on everyday experience and the need to regulate relationships between people, which they fulfill various jobs. Also, they did not forget to take into account public opinion, which played a key role in the formation of the rules of business etiquette.

In professional activity it is understood that a person is obliged to fit harmoniously into the professional environment. He must become part of the work contingent, and for this he needs to dress tastefully, choose the right accessories and colors. Etiquette is inseparable from the image, which has the following properties:

The ability to influence the emotions and activities of others.
Quick response to changes in various factors.
Changes with the person.

For what situations are there rules of business etiquette?

Business communication standards apply in the following situations:

Conducting business negotiations.
Business correspondence.
Telephone etiquette.
Business conversation.

Each of these situations has its own norms and rules of decency that must be adhered to in order not to fall in the face. Therefore, it is worth considering each of them separately.

Business meeting

The main purpose of conducting such negotiations is to sign an agreement or protocol of intent to cooperate. Therefore, you need to prepare for such an event with special care. To properly organize and conduct a meeting, you should refer to the rules and norms of business etiquette:

Arrival. Naturally, under no circumstances should you be late for a meeting. Firstly, this is a violation of protocol, and secondly, such behavior will be perceived as disrespectful. If being late is inevitable, you will have to apologize to the receiving party. In the business world, there is such a thing as a “business niche”, that is, a latecomer will be waited for 15 minutes; if he does not show up during this time, then the receiving party has every right to cancel the meeting.
Place. The main thing in business etiquette is the meeting place, since it must fully correspond to the event. In films and TV series you can often see that business meeting take place in restaurants or saunas, but this is not exactly the place where serious issues can be resolved. Important business negotiations should be held in an office or in a room with a neutral environment. As for a restaurant, it can be chosen for a business lunch, to maintain partnerships, talk about your hobbies or celebrate a successful deal, but not for other occasions.
Meeting. According to the peculiarities of business etiquette, the receiving party must be in full force in the meeting room. The meeting of guests and escorting them to the place is carried out by a business partner, who himself does not take part in the negotiations.
Start of negotiations. The host CEO should be solely responsible for starting negotiations and ensuring that there are no long pauses in the conversation. If the silence lasts too long, those present may consider it a signal to end the meeting. Also, you don’t need to immediately move on to the main topic; you shouldn’t ask directly: “So, are you taking the cow or not?” According to the rules of good manners, you first need to talk about other, neutral things. Also, you should not raise topics that may cause controversy, for example, politics, religion, sports. They are always taboo in the business world.
Duration. In Russia, Western standards do not work at all: negotiations can last several hours, but the parties will not make any decision. The culture of business etiquette says that the event should last 40 minutes, a maximum of an hour and a half, but in this case you should definitely take a break.
Completion. When the event is already coming to an end, it’s a good idea to defuse the situation. For example, the general director may offer to continue negotiations, but, as they say, without jackets. Negotiation agreements, regardless of the forms in which they are agreed upon (oral or written), must be observed.

Business correspondence

A business letter is the first contact by which the person writing, as well as the entire company as a whole, will be judged. A beautiful and correct writing style makes it possible to understand not only business qualities, but also a person’s personality, so it is extremely important to establish yourself as a professional and specialist.

First, the letter must be sent to one addressee. This will make life easier for both the writer and the reader. Secondly, you must always respond to a received letter. Leaving a letter unanswered is an unworthy act for a self-respecting company. The answer must be composed in such a way that it is perceived accurately and unambiguously, that is, there should be no ambiguous hints. And the sent message should require only one response.

Thirdly, if the letter needs to be sent to several people, then their addresses should simply be added to the “Copy” line. If a response is needed from only one person, but several people need to read the contents of the message, for the rest, a “copy” mark is simply placed in the letter. The main addressee must send a response; the others are not required to respond. Fourthly, mass mailing is allowed only if there is no need to respond to the letter. Typically, such letters clarify the work of employees.

Fifthly, you should always indicate the subject of the letter, you must be able to save other people’s time - this is another rule of good manners. In a letter, you should first greet the addressee and only then get down to business. If you address a person by his first and patronymic, he will automatically assume that he is being treated with respect. Sixthly, it is very important to write correctly. Before sending, you need to re-read the letter several times to ensure compliance with spelling and punctuation rules.

Telephone etiquette

To establish long-term business relationships, much attention is paid to telephone conversations. This is completely different from a personal meeting, and business speech etiquette is completely different. In general, the reputation of a company largely depends on how well telephone conversations are conducted. Therefore, telephone etiquette is extremely important for any company, and the rules here are not so complicated:

You should always greet the person who is calling. You should not forget about the greeting even when the person himself makes the call.
Pay attention to intonation. The interlocutor must hear that he is welcome.
You cannot say the phrases “bothering you” or “disturbing you.”
After the greeting, you need to introduce yourself.
When talking with a specific person, you first need to find out if he has time for dialogue.
You must answer no later than after three calls.
If the caller wants to talk to one of the employees, there is no need to hang up, you need to hold the conversation and transfer the call to the person the caller wants to talk to.
When talking with a new interlocutor, you need to adapt to the speed of his speech.
During a telephone conversation, you should not smoke, drink or chew anything.
When finishing a conversation, you need to check with your interlocutor if he still has any questions, and only then say goodbye.

Cell phones

It is worth noting that the rules of business communication etiquette have also extended to cell phones, which have long become an integral part of our lives.

Sometimes there are situations when a mobile phone needs to be put on silent mode or turned off completely. Turning off the device is acceptable in the case when a person cannot answer the call. If a person is among people, then business etiquette prohibits raising one’s voice; on the contrary, one must speak more quietly than usual. It is considered bad manners to conduct a telephone conversation in public catering. Only if it's something urgent. And it’s better to ask the interlocutor to wait a few minutes, go to a quieter place and call back. Also, do not forget that loud calls are unacceptable. If the phone “screams”, then you should apologize, but in no case make excuses.

When the phone rings and a person is not alone, he can answer, but talk for a maximum of half a minute. A telephone conversation must not interfere with a private meeting. Only if a very important call is expected, a person should warn those present in advance and apologize to them.

Business conversation

The way people behave in society is mostly determined by legal, regulatory, administrative and statutory factors. Even the economy and the level of technical equipment enterprises. All these factors affect the level of interaction between employees and representatives of other groups (customers, suppliers, etc.).

Typically, participants in business proceedings are influenced by two types of social norms:

Formal. Regulated rules that are described in special documents.
Informal. This is the manner of behavior that gradually develops in the work team. It can affect external factors and working conditions.

Accordingly, business communication in the team is formed with these attitudes: on the one hand, the employee adheres to the rules, and on the other hand, he corresponds to the mood that exists in the team.

Principles

The topic of business etiquette does not end there. Every self-respecting leader must follow the principles that will position him as a true master of his craft:

Punctuality. A person with good manners always does everything on time. In business etiquette, punctuality also means the correct distribution of working time.
Confidentiality. Good workers know how to keep the secrets of their company, even if they relate to personal relationships between a boss and a subordinate.
Attention to your surroundings. A well-mannered person should always respect the opinions of others, even if it does not correspond to his worldview. Take into account advice and criticism, as well as learn from the people around him.
Literacy. The ability to correctly formulate your thoughts and compose official letters without errors are important skills that a well-mannered person should have.
Sanity. When creating certain rules within an enterprise, you must, first of all, be guided by common sense. Typically, standard corporate business etiquette should improve productivity and streamline workflow. If they don't do this, then they should be replaced.
Freedom. This is one of the most important principles of business etiquette. It is important to respect other people's personal space. Negotiating to sign a contract is not recruitment into a religious sect. The receiving party shows the potential partner all the pros and cons of this cooperation (at the same time, there is no need to throw mud at competitors’ firms), and he independently decides whether to accept the offer or not.

Convenience. All participants in a business relationship must have the opportunity for personal convenience. Simply put, a business person should not be ashamed of the fact that he negotiates in a way that suits him.
Expediency. Any undertaking should pursue a specific goal, and not be an ephemeral short-term request.
Conservatism. This quality has always been associated with something stable and reliable. Even today, in the business world, stability and fundamentality are considered important traits.
Ease. The norms of business etiquette should not cause tension, and during communication no one should exert psychological pressure.
Relevance. A business person always does everything when needed. He takes into account time and place and knows exactly how to behave in a given situation.

Business etiquette is those rules without which it is impossible to achieve certain heights in business. Even despite the instability in the economy and politics, the rules of good manners will always be held in high esteem.

There is a constant process of communication between people in social and business environments. Knowledge of the rules and norms of business etiquette helps to establish the necessary connections and increase the level of loyalty of a client or colleague towards oneself. One of the significant elements of the culture of business communication is the decent behavior of people, their moral values, manifestations of conscience and morality. The success of an enterprise largely depends on the microclimate in the team. If employees perform their duties competently and clearly, and most importantly harmoniously, then the company develops and grows.

Etiquette is norms (laws) about manners, features of appropriate behavior of people in society.

Business etiquette is a system of principles and rules for professional, official communication / behavior of people in the business sphere.

Compliance with the rules of etiquette is necessary for all self-respecting people, but it is especially useful for those who strive to build a career (business). In business interactions, factors such as reputation, information and connections are of great importance. The more information, the more competently you can build communication.

The fundamental rules of business etiquette include:

Timely completion of duties, punctuality. In a business environment, being late is not tolerated. It is also unethical to make your opponent wait during negotiations.
Non-disclosure of confidential information, compliance with corporate secrets.
Respect and listening skills. A friendly and respectful attitude, the ability to listen to the interlocutor without interrupting, help to establish contact and resolve many business issues.
Dignity and attention. and one’s knowledge/strength should not turn into excessive self-confidence. It is necessary to calmly accept criticism or advice from others. You should be considerate towards clients, co-workers, management or subordinates. Provide assistance and support as needed.
Correct appearance.
Ability to speak and write correctly.

An important indicator business culture is order in the work area. It indicates the employee’s neatness and diligence, his ability to organize his workplace and work day.

In the culture of business communication, attention should be paid to nonverbal (wordless) manifestations of etiquette. Don't turn away from your interlocutor. When explaining, you don’t need to gesticulate or grimace too much.

According to the rules of business etiquette, workroom The first to enter is the person occupying a dominant position, then all the others, according to the ladder of the business hierarchy. Business order corresponds to the following division:

Status.
Age.
Gender differences.

The man must accompany the woman to her left. This rule is due to the fact that in the old days, a gentleman, being to the left of a lady, occupied a more dangerous place when driving along the road. Carts with horses moved at the same time as passers-by, since in those days there were no sidewalks.

In business relations between and a subordinate, subordination must be observed. It is customary to point out an employee’s mistakes in person, not in the presence of the team.

Business correspondence

Business correspondence is a system of requirements (standards) that must be adhered to in order to correctly and competently draw up a document. First of all, you need to decide on the type and urgency of delivery of the letter. And also with the degree of accessibility of the document for the recipient, whether it will be one letter or several, with clarifications / lists / suggestions. The letter must be written correctly in terms of spelling and style.

The format of the document must comply with existing templates, depending on the type of letter (for example, cover letter). When drawing up a document, you must be guided by the standards for document preparation requirements [GOST R 6.30-2003].

A business letter must include the name of the company that acts as the sender; date of dispatch and recipient's address. It is also necessary to indicate the initials, position of the recipient or the department to which the letter was sent. The main part of the letter consists of an introduction/address, a topic and a brief description of the purpose of the document, followed by the text and conclusion. At the end of the document, the sender's signature is placed, and attachments or copies, if any, are indicated.

— document type;

This is necessary to avoid a situation where an incoming message ends up in the spam folder, and the recipient can delete the letter without reading it.

The letter should be simple and understandable, without an excessive amount of professional terms. In business correspondence, the use of slang expressions and phrases with double meaning is not allowed.

If the letter has an international focus, then it must be drawn up in the recipient’s language or English language. The response to the letter must be provided:

- by mail - no later than ten days;

- when negotiating via the Internet - from 24 to 48 hours.

Business correspondence must be carefully prepared and rechecked several times before sending. An incorrectly written letter with spelling errors can harm the company’s reputation, since a business document is the business card of the company.

Business rhetoric

Rhetoric in the business world is the art of eloquence, the ability to effectively and convincingly convey ideas to listeners. Diction, correctly delivered speech, and intonation are important here. A significant aspect is the ability to present not only information, but also oneself. In business rhetoric, the principles of speech influence are used:

- availability;

- associativity;

— expressiveness;

— intensity.

Rules of business communication

A significant condition for business communications is the culture of speech, which is manifested in literacy, correctly selected intonation, vocabulary and manner of speaking.

A necessary condition for communication in business circles is respect, goodwill and the ability to hear the interlocutor. In order to show that you take the speaker's words seriously, you can use the technique of "active listening" by selectively repeating the spoken statements or paraphrasing them slightly.

The stages of business communication have the following division:

Preparation for discussion of issues (business meeting). It is necessary to draw up a negotiation plan, a concept for conducting a conversation, arguments and counterarguments, study the opponent’s point of view on various issues, and prepare proposals for solving the problem.
Introductory part (greeting, address), establishing communication between partners of a business conversation. It is important to start the communication correctly, respectfully, to create an easy, trusting environment; it is also necessary to interest the interlocutor, to arouse interest in the problem and the discussion as a whole.
Statement of the essence of the issue, argumentation, presentation of arguments and counter-argumentation. Discussion of the problem, search for ways to resolve controversial issues.
Establishment optimal solution and execution of the agreement.
The final part (address, words of farewell/parting words).

Rules for business communication by phone

When communicating on the phone in business, the principles provided for by the general rules of business communication and rhetoric apply. Speech must be literate, the intonation must be friendly, information must be presented to the point, without introductory words or long pauses.

The incoming call signal must be answered no later than after the third ring of the telephone. The next step is a greeting (the phrases “hello” and “listening” are not allowed). You need to say hello, then say the name of the organization and introduce yourself. Next, clarify the reason for the call, clarify the opponent’s questions and politely say goodbye. If you need to make an outgoing call, the rules for conducting a telephone conversation are the same as in the first case. The only exception is the need to ask the called party whether he is comfortable talking and whether he can devote his time to you. You should be interested immediately after the welcoming speech.

If a caller asks for an employee who is not at this moment at the workplace, the person who answers the call should offer their help; in case of refusal, you should ask what needs to be conveyed to the absent employee.

Business style clothing

Compliance with generally accepted norms and rules in organizing your appearance is a mandatory aspect of the rules of business etiquette. Some large companies have a corporate dress code. You need to select clothes classic style, too frank, bright things, with elements of torn fabric are not acceptable. The appearance must be neat and tidy. Attention should be paid not only to the correct selection of clothes, but also to appearance in general (the condition of nails, hairstyles, shoes, makeup for women).

Decent behavior during communication is a direct indicator of the level of our culture. And in modern society, rules of behavior play an important role. The general impression of a person has a direct impact on his reputation and status. Knowledge and compliance with the rules and regulations of etiquette, ability to produce pleasant impression, building effective communication are significant elements in a person’s life. That is why many business partners pay special attention to the behavior of the people around them.

Peculiarities

Etiquette includes moral and moral concepts, norms and principles of behavior and communication of people, which we must use not only in society, but also in the family, when communicating with colleagues at work. Special meaning has business etiquette.

It is not enough to simply be an educated, cultured, well-mannered or polite person - you must follow a whole set of rules in order for you to be valued in society as a professional. Compliance with business etiquette is the key to success in a business environment.

Conscientious work, a high awareness of social duty and mutual assistance - all these qualities in business ethics must be cultivated and improved. And the right and grammatically correct speech, image, ability to behave in society and understanding of the intricacies of non-verbal communication.

Key features of business etiquette.

In business etiquette, the concept freedom it is implied that ethics should not interfere with the free will of all partners. In a business environment, you should value not only your freedom, but also the importance of trade secrets and the freedom of action of your partners, that is, not interfere in the affairs of other companies and not interfere with the choice of methods for executing agreements. Freedom also presupposes a tolerant attitude towards religious and national characteristics interlocutors.
You need to pay special attention to your speech, this will help politeness. When communicating with colleagues, partners and clients, the tone and timbre of your voice should always be welcoming and friendly. A respectful attitude not only helps to maintain good relationships, but also helps to increase company profits.
Tolerance and Tolerance consist in understanding and accepting the shortcomings or weaknesses of partners, clients or colleagues. This attitude helps to establish mutual trust and understanding.

It is important to remember that communication should be completely focused on good. Rudeness and unkindness are not applicable when communicating in a business environment. Even a dishonest partner must be treated favorably, control oneself, and remain calm and ethical in all situations.

Tactfulness and delicacy are expressed in the ability to listen and hear the opponent. When communicating with your interlocutor, you should always take into account age, gender, religious beliefs; moreover, when communicating, you should avoid inappropriate topics. This fact must be taken into account when negotiating with foreign interlocutors. The customs and traditions of other countries may seem strange and incomprehensible, and their behavior and actions may seem unceremonious or familiar. It is customary to give compliments, but it is important not to cross the fine line of delicacy and not turn into hypocrisy. It is only important to be able to hear and make the right counteroffer.
Punctuality and responsibility- one of the key principles of culture. People who do not know how to manage their time and are late for meetings leave an indelibly negative impression. The day of modern people is scheduled literally to the minute: time is valuable not only for you, but also for business partners, colleagues and subordinates. Being late by more than 5 minutes is regarded as gross violation in business etiquette. And even the most sincere apologies cannot make amends.
Justice consists of an unbiased assessment individual qualities people and their work. We need to respect their individuality, their ability to accept criticism and listen to recommendations.
Performance and responsibility means the ability to take responsibility and complete work on time.

Further cooperation with people depends on compliance with the basic principles of etiquette. By violating certain rules in society, you risk your image, and in the business environment, the reputation of the company, and such mistakes can cost a lot of money or your career ladder.

Each environment and industry has its own rules of etiquette. For example, for people working in an international field, it is necessary to adhere to the rules of good manners adopted in other countries.

Functions

Basic functions of business etiquette.

Socio-cultural: acceptance of the individual and the group increases the efficiency of business interaction and optimizes work activities: the formation of rules and norms of behavior is necessary not only in the business environment, but also in all aspects of human life.
Regulatory allows you to navigate in a complex or non-standard situation, which ensures stability and order. Standardization of behavior facilitates the process of establishing communication in any typical business situation. This allows you to avoid mistakes, troubles and stress. Helps to achieve mutual understanding and save time during negotiations. Formation of a positive image of the company and the manager in the eyes of employees, clients and partners.

Integrative function ensures group cohesion. Socialization allows even a beginner to cope with assigned tasks with the help of a working template. Promotes the development and formation of personality, allows you to solve a disciplinary problem and master the rules of business etiquette in a short time.
Communicative function correlates with maintaining good relationships and the absence of conflicts.

Business is the coordinated activity of many people. And the company’s performance depends on the ability to establish connections and maintain good relationships not only with employees, but also with partners and clients.

Kinds

The rules of business etiquette must be observed in all life situations, regardless of the circumstances. Business etiquette applies:

At work;
in telephone conversations and business correspondence;
at official receptions or business dinners;
while traveling.

Basic moral and ethical standards must be observed in any situation. There is a so-called “first second” rule, when you can create the first impression of a person. It includes greeting, handshake, introduction and first address.

Body language reveals much more about character than words and appearance. Nonverbal signs reflect the essence and inner world of a person, for example, crossed arms or legs signal mistrust, tightness or uncertainty.

One cannot fail to note egocentrism, which is often attributed with negative connotations; on the contrary, such behavior says that this is a professional in his field, he can negotiate and not forget about his point of view. Such a person is interested in a positive outcome of the dispute, but will undoubtedly defend his point of view.

Basic rules and regulations

Ignorance of the basic tenets of etiquette creates many problems and sometimes leads to the destruction of a career. Today, business in Russia has its own specific ethical features - this is how new culture business communication.

There are many rules and requirements that must be followed. Some components have already lost their relevance. For example, it used to be that a woman should get out of an elevator first, but Now etiquette standards say that the first person to exit the elevator is the one who is closest to the doors.

There are eight main areas of business etiquette.

Positive attitude and a friendly attitude towards employees and partners allow you to positively win over people.
Subordination: For different people There are different ways and manners of communication; you must always remember with whom you are conducting a dialogue. For example, you can have friendly relations with the project manager and communicate with each other on a first name basis, but at a meeting with partners it is only permissible to address them as “you” and by name and patronymic.
When greeting You should not limit yourself to the phrases “Hello” or “Good afternoon”; you should also use non-verbal gestures: a bow, a handshake, a nod or a wave of the hand. Also, do not forget about simple words of politeness: “Thank you,” “Sorry,” “All the best,” etc.
Handshake– an obligatory element of greeting, farewell and conclusion of an agreement, which gives the mood for further communication. The first person to extend his hand is the one who is younger in status or age. But if there is a dialogue with a woman, then the man extends his hand first. But a woman is always the first to greet her boss or manager.

In a business society there is no division of people by gender, Only service ranks are taken into account. In any circle, the person of junior rank or age is the first to introduce himself and say hello. There is the following order: first, the youngest is introduced to the elder, the man is introduced to the woman, the lowest in status is introduced to the leader, latecomers are introduced to those who are waiting. During greetings and introductions, it is necessary to stand, but the woman can sit. But if you are the leader and the host at the same time, then you should say the first word.
To any person with whom you have a business relationship, you must treat with respect, you also need to calmly and adequately accept criticism and advice from outside.
Don't say too much– secrets of an institution, company, partners or colleagues must be kept as carefully as personal ones.
Accepting or giving flowers, gifts and souvenirs is permitted within the framework of business ethics. The occasion may be personal events or corporate achievements. It is better for a leader to make one gift from the team. It is better to give a personal gift when behind closed doors and on special occasions. A presentation to a colleague or co-worker can be made for any reason - but in this case, as a rule, the principle “you - to me” applies; I - to you." Congratulations from a manager to a subordinate are usually done individually or publicly, but then all employees are given the same gifts.

Business correspondence

An educated and cultured person can always competently express his thoughts not only orally, but also in writing. The main requirements when conducting business correspondence are brevity, conciseness and correctness. There are basics of formatting business letters and documentation.

The letter must be correctly composed without spelling, punctuation and stylistic errors. Communication style is businesslike, using bureaucratic language.
It is necessary to decide on the type and urgency of delivery of the letter.
Any official appeal must comply with accepted and current templates. It is advisable to draw up the letter on the official letterhead of the company or department. Each request or response must be personalized and personal.
You must indicate the recipient's initials, position, division or department to which the letter is sent. The sender's details with detailed contact information, indicating the name of the company and the position of the employee are required.

You should not use a large amount of professional terminology, and you should also avoid ambiguous expressions and jargon.
The main part of the letter consists of an introduction and a description of the purpose and subject of the conversation. The text must be convincing with sufficient argumentation and not exceed 1.5 pages. The sender's signature is placed at the end of the letter.
If the letter has an international focus, then it must be written in the recipient’s language.
When is it sent? e-mail, you should pay attention to the “email subject” field. The line indicates: document type, topic and summary.

Business conversation

Etiquette directs communication in the right direction, ensures professional activity managers and subordinates with relevant standards, rules, norms. As Dale Carnegie stated, only 15% of success depends on professional achievements and knowledge, and 85% depends on the ability to communicate with people.

Business protocol is governed by rules and regulations. There is technology that allows you to quickly and easily establish contact, here are the main recommendations.

Avoid conflict situations - do not use categorical statements, criticism and take into account the interests of all parties in resolving the case.
Take care of your wardrobe - a careless appearance, a shabby suit and an unkempt hairstyle are regarded as neglect and are assessed negatively by others.
You should definitely have a few business cards in your jacket pocket. Their absence is considered a sign of bad taste and will be perceived in a negative way.
If you are just applying for a job, then try to behave calmly and confidently during the interview. Watch your posture and walk into the office with your head up. Do not rush to sit on the first chair, wait until you are asked to do so. Communicate politely and confidently, keep your legs parallel to each other and do not cross your arms.

Business conversation- this is a complex multifaceted process of developing contacts between people in the official sphere of R.N. Botavin “Ethics of Business Relations”. Its participants act in official capacities and are focused on achieving goals and specific tasks. A specific feature of this process is regulation, i.e. submission to established restrictions, which are determined by national and cultural traditions, professional ethical principles.

There are known “written” and “unwritten” norms of behavior in a given situation of official contact. The accepted procedure and form of treatment in the service is called business etiquette. Its main function is the formation of rules that promote mutual understanding between people. The second most important function is the function of convenience, i.e. expediency and practicality. Modern domestic official etiquette has international characteristics, because its foundations were actually laid in 1720 by the “General Regulations” of Peter I, in which foreign ideas were borrowed.

Business etiquette includes two groups of rules:

· norms that apply in the sphere of communication between equal status, members of the same team (horizontal);
· instructions that determine the nature of the contact between the manager and the subordinate (vertical) A.Ya. Kibanov, D.K. Zakharov, V.G. Konovalov "Ethics of business relations"..

A general requirement is a friendly and helpful attitude towards all work colleagues and partners, regardless of personal likes and dislikes.

The regulation of business interaction is also expressed in attention to speech. It is mandatory to observe speech etiquette - norms of linguistic behavior developed by society, standard ready-made “formulas” that allow you to organize etiquette situations of greeting, request, gratitude, etc. (for example, “hello,” “be kind,” “permit me to apologize,” “ happy to meet you." These sustainable designs are selected taking into account social, age, and psychological characteristics.

Communication as interaction presupposes that people establish contact with each other, exchange certain information in order to build joint activities and cooperation.

For communication as interaction to occur smoothly, it must consist of next stages:

· Establishing contact (acquaintance). Involves understanding another person, introducing oneself to another person;
· Orientation in a communication situation, understanding what is happening, pausing;
· Discussion of the problem of interest;
· Solution to the problem.
· Ending a contact (exiting it).

Official contacts should be built on a partnership basis, based on mutual requests and needs, and on the interests of the business. Undoubtedly, such cooperation increases labor and creative activity, is important factor technological process of production, business.

Business Etiquette

The definition of etiquette as an established procedure somewhere gives the most general idea of it. Business Etiquette richer in content, since it relates to this category as something special to the general. Business etiquette is the most important aspect of the morality of professional behavior of an entrepreneur. Domestic aspiring businessmen fail to make many profitable deals, especially with foreign companies, due to the fact that they do not know the rules of business etiquette. And even more often they are “set up” by various consultants and secretaries. Many “new Russians” have bad taste noticeable in A.Ya.’s clothes and behavior. Kibanov, D.K. Zakharov, V.G. Konovalov "Ethics of business relations"..

As a result, the “new Russians”, their consultants and secretaries become the subject of silent and impartial criticism from their partners. Entrepreneurs who respect themselves and the honor of their company stop all negotiations after the first meeting. And the reason for this is the behavior of the “new Russians,” which can be assessed in words from the famous fairy tale about the old woman who “can neither walk nor speak.”

In order not to get into an absurd situation, you need to know the rules of good manners. In the old days, Peter the Great taught them strongly. In 1709, he issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment. Perhaps domestic businessmen should also introduce punishment for those who expose not only themselves, but also a shadow on Russian entrepreneurship, to ridicule. Maybe even introduce an exam on knowledge of business etiquette.

So, knowledge of business etiquette is the basis of entrepreneurial success.

* Rules of etiquette, clothed in specific forms of knowledge, indicate the unity of its two sides: moral, ethical and aesthetic. The first side is an expression of a moral norm: preventative care, protection, etc. The second side - aesthetic - testifies to the beauty and grace of forms of behavior.
* To greet, use not only the verbal (speech) means “Hello!”, “Good afternoon,” but also non-verbal gestures: bow, nod, wave of the hand, etc. You can indifferently say: “Hello,” nod your head and walk past. But it’s better to do it differently - say, for example: “Hello, Ivan Alexandrovich!”, smile warmly at him and stop for a few seconds. Such a greeting emphasizes your good feelings for this person, he will understand, you appreciate him, and the sound of your own name is a pleasant melody for any person.
* An address without a name is a formal address: be it a subordinate or a boss, a neighbor on the landing or a fellow traveler on public transport. Calling by name, or even better - by name and patronymic - is calling a person. By pronouncing the name and patronymic, we emphasize respect for human dignity and demonstrate our spiritual state. Such a greeting speaks about a person’s culture and creates a reputation for him as a delicate, well-mannered, tactful person. Of course, people are not born with such qualities. These qualities are cultivated, and then become a habit. The sooner such education begins, the better: the sooner it becomes a habit. It is especially difficult for first-generation businessmen to form good intellectual habits, since they mostly have to go through trial and error. It’s not for nothing that the British say that in order to become a gentleman, you need to have three university degrees in your family: a grandfather, a father and a son.

Etiquette is a historical phenomenon. The rules of luck for people changed with changes in the living conditions of the substance and the specific social environment. Etiquette arose during the birth of absolute monarchies. Adhering to certain rules of behavior and ceremonial was necessary for the exaltation of royalty: emperors, kings, tsars, dukes, princes, dukes, etc. to consolidate hierarchy within class society itself. Not only a person’s career, but also a person’s life often depended on knowledge of etiquette and compliance with its rules. This was the case in Ancient Egypt, China, Rome, and the Golden Horde. Violation of etiquette led to enmity between tribes, peoples and even wars.

In Russia at the beginning of the 18th century. Western etiquette began to be increasingly introduced. Clothes, manners and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the noble class (especially in capital cities) was constantly and persistently, sometimes cruelly, monitored by Tsar Peter I himself. Violations of these rules were severely punished. Subsequently, during the reign of Elizabeth and Catherine II, those rules of etiquette were selected that met the requirements and characteristics of the national culture of Russia. Russia, as a Eurasian country, in many ways combined the opposites of Europe and Asia. And there were many of these opposites not only in the 18th century, but there are many of them now. R. Kipling said that the West is the West, the East is the East, and they will never meet. So, in Europe the mourning color is black, and in China it is white. Even within the borders of the Russian Empire, the rules of behavior of different peoples differed significantly.

Of course, social progress contributed to the interpenetration of rules of behavior and the enrichment of cultures. The world was getting smaller. The process of mutual enrichment of rules of conduct made it possible to develop mutually acceptable etiquette, recognized in its main features, and enshrined in customs and traditions. Etiquette began to prescribe standards of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, on public transport, etc.

* But besides the rules of etiquette for everyone there is also professional etiquette. There have always been and will remain relationships in life that provide the highest efficiency in performing professional functions. Participants in any interaction always try to maintain the most optimal forms of this interaction and rules of behavior. They will demand from the newcomer strict adherence to the proven and proven rules of business communication, since they facilitate the performance of professional functions and help achieve their goals. In this or that team, group of workers, employees, business people, certain traditions develop, which over time acquire the force of moral principles and constitute the etiquette of this group, community.

In the practice of business relations there are always some standard situations that cannot be avoided. For these situations, forms and rules of behavior are developed. This set of rules is business communication etiquette. Here is one of the definitions of business etiquette - this is a set of behavior in business that represents the external side of business communication.

* Business etiquette is the result of a long selection of rules for the forms of the most appropriate behavior that contributed to success in business relationships. It was not always easy to master these rules, so entrepreneurs “from the plow” often spoke about them not very flatteringly: “Why do I need this?” You can follow this principle. However, if you want to establish strong business relationships with foreign partners, then knowledge of business etiquette is a must.

We can recall how trade relations were established by medieval Japan, which until the famous Meiji era was almost completely closed to the rest of the world. A businessman, a merchant who arrived in the land of the rising sun to establish business connections, introduced himself to the emperor. The introduction procedure was so humiliating that not every foreign guest was able to do it. The foreigner had to crawl on his knees from the door of the reception hall to the place assigned to him, and after the reception in the same way, backing away like a cancer, leave his place and hide behind the door.

But just as in those ancient times, so now, the rules of business etiquette help bring together the economic and financial interests of traders and businessmen. Profit was and remains above all differences in national character, religion, social status, and psychological characteristics. These differences were subject to the etiquette of the country the businessman was interested in. Submission to the rules of the game of the determining party created the basis for the success of the transaction.

What rules of conduct should an entrepreneur know? First of all, it should be remembered that business etiquette includes strict adherence to the rules of a culture of behavior, which presupposes, first of all, deep respect for human individuality. The social role played by this or that person should not be self-sufficient, nor should it have a hypnotic influence on the business partner. A cultural entrepreneur will treat with equal respect both the minister and the ordinary technical worker of the ministry, the president of the company, the firm and the office cleaner, i.e. Show everyone sincere respect. This sincere respect should become an integral part of nature, but only if you learn to believe in the integrity of people. At the first meeting, it is impossible to detect even a sign that you imagine him as a “dark horse”, striving to bypass you on a straight line or a bend, or, more simply, to deceive you. Behavior should be based on a moral assessment: business partner -- good man! Unless, of course, he has proven otherwise by his actions.

* A culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal" speech) etiquette associated with forms and manners of speech, vocabulary, i.e. at all speech style, accepted in communication among this circle of business people. There are historically developed stereotypes of speech communication. They were previously used by Russian merchants and entrepreneurs, and now they are used by cultured Russian and foreign business people. These words are: “ladies”, “gentlemen”, “sirs” and “madam”. Among other social groups, such addresses are not yet widely adopted, and we often observe how people experience a feeling of internal discomfort at meetings, because they do not know how to address each other: the word “comrade” seems to belittle their dignity due to a certain attitude towards this word, formed under the influence of the media. On the other hand, many have clearly not risen to the level of “masters” due to their miserable existence. Therefore, very often in transport, in a store, on the street we hear humiliating phrases: “Hey, man, move over,” “Woman, punch a ticket,” etc.
* Among business people, the address "Mr." is the right to life. This word emphasizes that these citizens, a social group, are free and independent in their actions more than any other social group in modern Russia. Moreover, this form of address is not blindly borrowed from anywhere in the West or East. Thoughtless borrowings, most often launched into circulation by our not very cultured television and radio journalists, reporters, as a rule, hurt the ears and emphasize the wretchedness and pretentiousness of such borrowings, for example, “a presentation has taken place”, “a new mentality of Russians is being formed” or “sponsors of the vernissage” and etc. “Master” is a native Russian word. It has the most common meaning as a form of polite address to a group of people and an individual, used in the privileged strata of society. In addition, in its other meaning - “owner of property” there is also a respectful attitude towards the person R.N. Botavin "Ethics of business relations"..
* In a business conversation, you must be able to answer any question. Even with the simplest questions, asked several times every day: “How are you?”, it is always necessary to remember a sense of proportion. Not answering anything or impolite; muttering “Fine” and walking by is also impolite, if not rude; to indulge in long discussions about one's affairs is to be considered a bore. In such cases, business etiquette prescribes answering something like the following: “Thank you, it’s fine,” “Thank you, it’s a sin to complain,” etc., asking, in turn, “I hope that everything is fine with you?” Such answers are neutral, they reassure everyone, they follow the norms that have developed in Russia: “Don’t jinx it when things are going well.”

However, among Czechs, Slovaks, Poles and Yugoslavs, when asked “How are you?” The rules of business etiquette do not prohibit you from briefly talking about difficulties, complaining, for example, about the high cost. But they talk about this, cheerfully emphasizing that a business person overcomes difficulties - there are many of them in his business, but he knows how to cope with them, and is proud of it. And only a slacker lives without difficulties and worries.

* In verbal (verbal, speech) communication, business etiquette involves the use of various psychological techniques. One of them is the “stroking formula”. These are phrases like: “Good luck to you!”, “I wish you success”, well-known phrases: “For a big ship, a long voyage”, “No fluff, no feather!” etc., pronounced with different shades. Such verbal location signs as “Salute”, “No problem”, “Oh, okay”, etc. are widely used.

But you should avoid such obviously sarcastic wishes as “Your calf should eat the evil wolf.”

* In the speech etiquette of business people, compliments are of great importance - pleasant words expressing approval, a positive assessment of business activities, emphasizing the taste in clothes, appearance, the balance of a partner’s actions, i.e. an assessment of the business mind partner. It was not in vain that the heroine of the once popular film “Big Sister” said that a kind word is also pleasant for a cat. From this point of view, a compliment is not a mechanism of flattery. Flattery, especially rude, is a mask behind which mercantile interest is most often hidden. A compliment, especially if you are dealing with a female partner, is a necessary part of speech etiquette. During business communication there is always a real opportunity for compliments. They inspire your business partner, give him confidence, and approve. It is especially important to remember the compliment if you are dealing with a newcomer or, for example, who failed at first. It is no coincidence that Japanese companies prohibit open criticism of their employees: this is unprofitable for the company, since labor activity and initiative are reduced.
* Business etiquette requires strict adherence to the rules of conduct of the business partner country during negotiations. The rules of communication between people are related to the way of life, national customs and traditions. All this is the result of centuries of life experience, the life of previous generations of a particular people. Whatever traditions or rules of behavior there are, you have to follow them if, of course, you want to succeed. The proverb “You don’t go to someone else’s monastery with your own rules” is true. Often you have to follow all the rules even if you don’t like them. The interests of the business are higher than your tastes and preferences.

There are many more examples of the peculiarities of the rules of behavior of businessmen in different countries. If, for example, Americans, emphasizing their affection, pat you on the shoulder in a friendly manner and willingly accept such a gesture from you, patting a Japanese on the shoulder or trying to give a friendly hug to a Chinese or Vietnamese, you can ruin your deal.

* During a business conversation with Italians, try not to demonstrate your dislike for their loud, overly animated speech, the fervor of discussing even an insignificant issue, and when communicating with the Japanese, do not be surprised at their use of super-polite turns of phrase. Over-politeness towards a partner and “humiliation” of one’s own “I” (for example, “I, unworthy, and my insignificant wife welcome you, the Highly Honored and Noble One, to visit us”) do not interfere, but help the Japanese to conduct their affairs well. It is difficult to find another business partner who would calculate in advance with such scrupulousness the most incredible options for the upcoming transaction and set so many different (financial, legal and other) traps for his negotiating partner, like the Japanese. Japanese hyper-politeness is a kind of drug that lulls the vigilance of a negotiating partner. In any financial, technical and other business matters, the Japanese, as a rule, fool our domestic businessmen, who are too susceptible to banal compliments and flattery.
*Business etiquette requires special behavior in general with clients, and each type of service provided to clients has its own professional subtleties in behavior. You must always remember that the most important principle determines the relationship with the client: the client is the most expensive and desirable person in your office (store, enterprise). If there are a lot of clients, they usually try to serve ladies and elderly people first. But in any case, when working with them you need to be a good psychologist R.N. Botavin "Ethics of business relations"..
* It is also important to follow certain rules regarding clothing and appearance. You don't have to wear a trendy suit. It is important that the k is in decent condition, does not hang like a bag on you, and the trousers should not resemble a greasy old accordion. The costume must be in place and at the right time. If negotiations with partners are scheduled for daytime, a light suit is suitable. Pants and jacket can be of different colors. But if negotiations take place in the evening, the suit should be dark, the shirt should be fresh and ironed, the tie should not be flashy, and the shoes should be cleaned. A business man's elegance is determined by his shirt, tie and shoes, not by the number of suits he brings with him.

To travel abroad, it is enough to have three sets of clothes: dark and light suits, a decent jacket and a sweater for walking. If your trip route passes through the countries of the East, then remember that women should not wear trousers, they should not appear on the street, in public places without stockings or tights (especially in countries professing Islam), and men should not wear bright ties.

* It must be remembered that there are no trifles in business relationships. Etiquette means a lot for business. The clothes and behavior of an entrepreneur or manager are his calling card. They begin to formulate an idea about the guest in advance, collecting information about him. The sources of information are the behavior of a businessman on the way to the place of a business meeting, behavior in the hotel, and during the meeting itself. Remember, you are surrounded everywhere by people who study you with varying degrees of bias.
* Compliance with the most important rules of conduct with strangers is a sign of your respectability, good manners, and self-confidence. There are a number of rules of behavior in various types of transport: plane, train, car. A long journey encourages leisurely conversation. You need to be able to tell her. First of all, you should not abuse the attention of your fellow travelers, do not try to take over all sides of the conversation as quickly as possible, and do not be too talkative: talkativeness is a sign of bad taste. The other extreme is isolation, gloomy appearance, unsociability. You should also remember that talking during a flight or trip about accidents or transport disasters does not create a favorable image for you and does not contribute to establishing friendly or business contacts with others. After the plane lands, do not rush to give the flight attendant a tip as a sign of gratitude; she will not take it. You can thank the ship's crew with applause for their skill and culture of service.
* Modern business life cannot be imagined without phone. Thanks to it, the efficiency of resolving many issues and problems increases many times over, eliminating the need to send letters, telegrams or travel to another institution or city to clarify the circumstances of any matter. You can do a lot over the phone: negotiate, give orders, make a request, etc. Very often, the first step towards concluding a business agreement is a telephone conversation.

Humanity has been using the telephone for more than a century. It would seem that there is enough time to learn how to use this technical tool wisely... But the ability to speak on the phone is not inherited. Everyone can master the art of communication using this device. It’s good if you have smart mentors or successful role models from whom you can learn how to talk on the phone correctly. Relevant courses and various teaching aids on this topic are widely distributed in various countries peace.

* A telephone conversation has one important advantage over a letter: it ensures continuous two-way exchange of information regardless of distance. You also need to carefully prepare for a business telephone conversation. Poor preparation, the inability to highlight the main thing in it, to express one’s thoughts concisely, succinctly and competently leads to significant losses of working time (up to 20-30%). This is what American manager A. Mackenzie says. Among the 15 main reasons for loss of time by businessmen and managers, he put telephone conversations in first place. Psychologists note that the duration of telephone conversations depends on their emotional coloring. Excessive emotionality creates the preconditions for speech unclearness and lack of efficiency in phrases, which increases the time of A.Ya.’s telephone conversation. Kibanov, D.K. Zakharov, V.G. Konovalov "Ethics of business relations"..
* It is also known that during a telephone conversation there is a phenomenon called satiety with communication. It can be a source of tension between the parties. Therefore, during a conversation you need to observe moderation. Otherwise, the meaning of communication may be lost and conflict may arise. Signs of satiation with communication: the emergence and intensification of causeless dissatisfaction with a partner, irritability, touchiness, etc. You should get out of contact with your partner in time to maintain your business relationship. In addition, having long telephone conversations can give you a reputation for being boring or idle. Such a reputation will undermine interest in you and your business proposals. To restore the good name of the company and your reputation, you will have to spend much more effort than when establishing your first business contact.
* The art of telephone conversations is to briefly say everything that needs to be said and get an answer. A Japanese company will not keep an employee for long who does not solve a business issue over the phone in three minutes.

The basis for a successful business telephone conversation is competence, tact, goodwill, mastery of conversation techniques, the desire to quickly and effectively solve a problem or provide assistance in solving it. It is important that the official, business telephone conversation is conducted in a calm, polite tone and evokes positive emotions. F. Bacon also noted that conducting a conversation in a friendly tone is more important than using good words and placing them in the correct order. During a business telephone conversation, it is necessary to create an atmosphere of mutual trust.

* According to psychologists, positive emotions tone up the activity of the brain and promote clear rational thinking. Negative emotions lead to a violation of logical connections in words, argumentation, and create conditions for an incorrect assessment of the partner and his proposals. Therefore, we can draw conclusions that the effectiveness of business telephone communication depends on the emotional state of a person, on his mood. Skillful expression is also essential. It indicates a person’s conviction in what he is saying and his interest in solving the problems under consideration. During a conversation, you need to be able to interest your interlocutor in your business. The correct use of suggestion and persuasion methods will help you here. How to do this, using what means? Voice, tone, timbre, intonation say a lot to an attentive listener. According to psychologists, tone and intonation can carry up to 40% of the information. You just need to pay attention to such “little things” during a telephone conversation. Try to speak evenly, restrain your emotions, and not try to interrupt your interlocutor.
* If your interlocutor shows a tendency to argue, expresses unfair reproaches in a harsh form, and there is conceit in his tone, then be patient and do not answer him in the same way. If possible, change the conversation to a calm tone, partially admit that he is right, try to accept the motives for his behavior. Try to briefly and clearly present your arguments to him. Your arguments must be correct in essence and correctly presented in form. In conversation, try to avoid expressions like: “it’s coming,” “okay,” “bye,” etc. In a telephone conversation, it is also better not to use specific, professional expressions that may be incomprehensible to the interlocutor/

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