Business etiquette in professional activities. The relationship between business etiquette and business ethics

Do you know exactly how to dress for a business meeting? How to properly greet the interlocutor in a telephone conversation and in messages on social networks? And what gestures are acceptable in business negotiations, remember? Just in case, read our article and make sure you are doing everything right.

Why do you need business etiquette?

Why all these conventions at all? We do not live in the 19th century, etiquette has long ceased to be an obligatory part of business communication. Young entrepreneurs flaunt in tattered jeans and T-shirts with indecent inscriptions, emoticons are acceptable in Internet communication, and patting someone on the shoulder no longer seems like something out of the ordinary. If you think so, we will upset you. In certain circles, this is really normal, but businessmen on duty have to communicate with officials, and with respectable investors, and with people of the older generation, for whom all these liberties are unacceptable. Foreign partners, too, may not understand too zealous display of emotions.

So why do you need to know the rules of business etiquette?

• to make a good impression and not to lose face in front of partners and colleagues;
• for general education: it is never too late to learn new things;
• in order to set an example for others, including subordinates.

Appearance rules

Dress code

In your apartment, you can walk as you like, even in pajamas and funny socks. We arrived at the office and even more so for a meeting - please observe the dress code. Otherwise, you may get the wrong impression. The older generation may consider you frivolous, superficial and even - oh, horror! - incompetent. Yes, we understand that professionalism does not depend on appearance. But the traditions of society are strong, and it is foolish and shortsighted to rebel against them. You are not 15 years old.

Basic dress code rules:

• for men - a business suit or a shirt with trousers. Jacket, shirt and jeans are acceptable. For women - a suit, a blouse and a pencil skirt, no mini and, God forbid, deep neckline;
• minimum. For men, cufflinks are acceptable. For women - a maximum of two accessories: earrings and a ring, a chain or earrings, and so on. If you have jewelry sets, don't put on all the items at once, it's vulgar;
• neat haircut, well-groomed hair, for men - a styled beard and mustache, if any;
• neat manicure, well-groomed hands;
• clean shoes in any weather, even if you got to the office by subway or in a dog sled;
• lack of tattoos, piercings in prominent places. If you have a large, visible tattoo, it is best to hide it under your clothes. If you establish a good relationship with your partner, then you can show it, but at first it is better not to take risks. You don't know what views he holds.

The more responsible the meeting or negotiations, the stricter the dress code must be observed. Remember, this is in your best interest.

Gestures, movements, facial expressions

It sounds ridiculous, but in fact, a lot of deals were canceled due to the fact that the partner showed an inappropriate gesture or was too familiar. It is clear that everything is subjective: an open person will not be scared if the interlocutor is actively waving his arms or blowing kisses to everyone. But still you should adhere to the basic rules - at least at the first meeting... And there you will see how the interlocutor reacts.

Pay attention to the following points:

• erect posture, restrained movements without fussiness;
• look in the eyes - confident, firm, but not arrogant;
• restrained facial expressions, try to control emotions. In difficult situations, when you want to swear or, conversely, laugh - do a "poker face";
• tactile contact is allowed only in the form of handshakes. Leave pats on the shoulder, strong hugs, and even more so kisses for loved ones: not all people love the touch of strangers. Only a handshake is permissible according to the rules of etiquette - preferably short and energetic.

Tip: rehearse in front of a mirror in advance or ask a loved one to “read” your facial expressions or movements. If there are signs of nervousness, fussiness, too violent emotional reactions - eradicate these habits. Remember, many entrepreneurs have studied body language and know the basic rules. For example, eyes slanted to the left are a sign of lies. Arms crossed on the chest - a desire to fence off. To whom the socks of the interlocutor's shoes indicate is the most important for him at the moment. And so on, and so on - there are a lot of similar tips on the Internet.

Workplace is ok

It's cool, of course, to justify the mess on the table and in the office by the fact that you are a creative person, but I'm afraid the partners won't understand. Practice shows that order on the table magically clears thoughts and puts things in order in the head... Try it - see for yourself!

Business communication rules

Respect the interlocutor's time

Time is the most important resource. The day of many entrepreneurs is literally scheduled by the hour, even a minute delay can shift the entire schedule of a business person. Therefore - never be late! It's better to come to the meeting early and wait than come up with ridiculous excuses. If you have trouble with this, study it, it should help.

Learn to listen and hear

Do you know what is the most important rule taught at the institute of future psychologists? Ability to listen and hear the interlocutor. This rule can be applied to any other field of activity. Whether you sign a contract, meet a new partner, meet for the first time, listen to a disgruntled client, chastise a negligent employee - always include these two skills. Remember that by and large each person always talks about himself - his desires, plans, dreams. Give him a chance to say, don't interrupt. As a result, you will definitely hear something that will help you find the further vector of the conversation and understand the interlocutor.

Speak competently

Who would like to listen to a speech interspersed with endless “uh,” “well,” “in short,” “as it were”? Verbal rubbish is found even among the smartest educated people - these are more habits than illiteracy. A business person simply needs to get rid of this shortcoming.

Competent speech is also needed when writing business letters. It is clear that this mission can be entrusted to the secretary or deputy - but sooner or later you will have to master written communication yourself.

Train your diction

Remember the movie “The King's Speech” about how the English king George VI got rid of stuttering? Even the monarch understood that he needed to fight his shortcoming, and hired a speech therapist. If you have diction defects - burr, lisp, stuttering - get rid of them with the help of a specialist and live peacefully.

Ethics of telephone conversations

Oh, this is a whole layer of business etiquette! Despite the development of Internet negotiations, telephone calls are still the most popular method of communication. Let us recall the basic rules of communication:

• say hello, call the interlocutor by name and patronymic, introduce yourself;
• tell which company you represent;
• ask if it is convenient to speak to the interlocutor;
• if it is convenient - briefly tell about the purpose of the call;
• make an appointment or other course of events;
• end the conversation.

If telephone conversations are important to you, we advise you to prepare in advance for them: think over the main theses of the conversation, options for the development of events. And of course, it is unacceptable to indulge in lengthy reasoning or empty chatter: This will create an unfavorable impression on you.

Ethics of business correspondence

A business letter (email and regular) must meet certain standards. First of all, it should be written on the letterhead of the company (or with the appropriate heading at the beginning, where the name of the company, logo, sender's data and contacts for communication are indicated). Further - to correspond to a certain type. Business letters are divided into the following types:

• request letter: you ask a partner, client or other organization for something;
• message letter: carries an informational load, it is not necessary to answer to it - it is enough to take note;
• transmittal letter: usually an explanation or addition to other documents;
• reminder letter imperfect and expected actions;
• invitation letter- to a meeting, conference or any event;
• letter of thanks: well, everything is clear here.

Experienced entrepreneurs do not confuse the types of letters: they do not start extensive correspondence in response to message letters and, on the contrary, do not respond to reminder letters.

Another rule is to reply to emails as soon as possible. The acceptable time frame for responding to e-mail is 1-2 days. For a postal letter - no more than 10 days.

And, of course, you need follow the rules of courtesy:

• address to you, by name and patronymic;
• no slang words;
• no complicated terms: speak the recipient's language;
• precise formulations of the purpose of the letter, do not spread your thoughts along the tree;
• required number and signature.

Internet communication rules

Have you noticed that business communication has partially moved to instant messengers and social networks? Many people find it more convenient to communicate in this way: it is more informal and convenient for both parties. Despite the myth about freedom of communication on the Internet, business people must still follow a number of rules:

• do not be familiar. Even if your interlocutor is recorded on the social network as Kostyan PR man or Murochka Anyutochka - contact him by name and patronymic, as it should be;
• it is also not necessary to abuse emoticons: one or two is quite enough;
• even if you want to highlight especially important thoughts in caps - don't do it! Large letters are perceived on the Internet as a cry and often cause negative reactions;
• examine the information on the person's page. This is what social networks are good for: you can understand a lot about a person by what posts he publishes on the wall, what he repost, what he talks about.

Many people are concerned about the question: how is it preferable to communicate in the 21st century? People are so different: it is more convenient for someone to call, while someone hates telephone conversations and considers them to be a violation of personal boundaries. There is only one way to find out what type your interlocutor is: to ask him directly. At the first communication (no matter how it happened) ask how it is convenient for him to communicate. And the question will be closed.

Business relationship

Now we are talking about personal relationships - or about human weakness, as you please.

Do not disclose trade secrets

Neither the financial information of your company, nor the analogous information of your partners, clients. Do not tell anyone about it - and strictly forbid employees.

Don't gossip

The business world is actually very narrow. It is tempting to discuss in a small circle your partner or client. Even if you really want to - we beg you, don't do it! Firstly, rumors spread quickly, and they simply do not want to deal with a talker. And secondly, who will guarantee that tomorrow they will not discuss you in the same way? Therefore, it is better to stay away from such conversations.

Don't talk too much

It happens that partners become friends - and friends can be told a lot. However, tomorrow the situation may change, and yesterday's partner can become or go over to the side of the latter... Personal or negative information about you can be used for their own purposes. - a powerful weapon in the struggle for profit and power. And then - goodbye, reputation!

And once again, at last: all these rules are impossible to comply with. We've categorized them from optional to most important. Roughly speaking, to come to a meeting in jeans is forgivable, it is undesirable to call Ivan Ivanovich Ivan Nikiforovich, but understandable, but it is impossible to give out classified information even under torture... Good luck in business!

1. The role and place of business etiquette in professional activities

Word " etiquette”- of French origin. It means "label", "label", "ceremonial".

Etiquette- this is a set of rules for human behavior in society, the norms of relationships between people of different legal, social, intellectual status.

There are several types of etiquette:

• · military etiquette(regulating communication between warriors);
• · diplomatic etiquette(protocol);
• · Business Etiquette(rules of business communication);
• · family etiquette(relationship of family members).

Business Etiquette- This is a set of rules that determine the culture of relationships between those who are engaged or intend to engage in joint activities.

Business etiquette affects all aspects of business interaction. It includes the rules for communication between colleagues, between managers and subordinates; standards of decency during official meetings; conditions for conducting productive telephone conversations; rules for the preparation of business documents.

TO basic etiquette requirements that determine the tactics of everyday actions and deeds, include: politeness; gallantry; courtesy; correctness; tolerance; modesty; tact; commitment, accuracy. They are all interconnected, and each of them brings its own accents and nuances to the relationship.

Business etiquette is manifested in the ability to present oneself, in tact, benevolence, the ability to show empathy; in the culture of oral and written speech; in following the rules of telephone conversations and telecommunications; in the ability to effectively manage based on the rules of business management; in mastering the secrets of business negotiations; in self-control and self-esteem in conflict situations.

Main function or the meaning of etiquette, is defined as the formation of such rules of behavior in society that contribute to mutual understanding between people in the process of communication. Second by value function of etiquette is a function of convenience, that is, expediency and practicality.

In the civilized world, business etiquette is considered an economic category. Where etiquette is involved, higher productivity, better results. The rules of business etiquette ensure the effectiveness of negotiations, help to achieve mutual understanding in a common matter, most favorably present oneself at a business meeting, with dignity to get out of a critical, conflict situation. In addition, etiquette, by virtue of its vitality, creates a pleasant psychological climate conducive to business contacts. If all employees comply with business etiquette, adhere to high standards of behavior, then a positive atmosphere is created in the team, the microclimate is improved, there are fewer conflicts and diseases on the basis of nervousness, higher labor productivity, higher quality of decisions made, more rational use of working time, etc.

Thus, observance of business etiquette is an essential element of the professional activity of any person, since, as an established procedure for conduct in the field of business contacts, it helps to avoid mistakes or smooth them out in accessible, generally accepted ways.

2. Relationship between business etiquette and business ethics

One of the main regulators of business communication is ethical standards, which express ideas about good and evil, justice and injustice, right or wrong of people's actions.

Ethical standards- these are the values ​​and rules of ethics that employees of the organization must adhere to in their activities.

Business ethics is a set of norms of behavior and requirements for the nature of communication in the business sphere, the style of work and the appearance of a business person.

Business ethics are based on fundamental principles.

Business Ethics Principles is a generalized expression of moral requirements that indicate the necessary behavior of participants in a business relationship.

P.N. Shikhirev cites 10 modern ethical principles of business conduct:

• 1. Never do anything that is not in your long-term interests or the interests of your company.
• 2. Never do something that could not be said to be really honest, open and true, which could be announced to the whole country.
• 3. Never do that which is not good, which does not contribute to the feeling of being united, since we are all working towards the same goal.
• 4. Never do what violates the law, because the law sets out the minimum moral standards of society.
• 5. Never do something that does not lead to greater good than harm to the society in which you live.
• 6. Never do what you would not like to recommend to others who find themselves in a similar situation.
• 7. Never do anything that infringes on the established rights of others.
• 8. Always do so to maximize profits within the limits of the law, market demands and full cost considerations.
• 9. Never do anything that would hurt the weakest in our society.
• 10. Never do anything that would interfere with the right of another person to self-development and self-realization.

The ethics of business relations is based on the rules and norms of behavior developed by more than one generation of people. It is based on the fundamental norms of ethics, which include: respect for the self-esteem and personal status of another person, understanding the interests and motives of others' behavior, social responsibility for their psychological security, etc. Business ethics are taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise - between the manager and subordinates, between people of the same status. Ethical norms and rules act as a regulator of relationships in a team, which will either contribute to the success of the organization, promoting the development of cooperation and strengthen business relationships, or will create obstacles, lead to the disintegration of the organization.

The established rules and norms of business ethics are enshrined in business etiquette, the general requirement of which is considered to be an affable and helpful attitude towards all colleagues at work, partners, regardless of personal likes and dislikes

Control questions:

• 1. What is etiquette and business etiquette?
• 2. What is the manifestation of business etiquette and what are its functions?
• 3. What is business ethics and ethics?
• 4. What are the 10 modern ethical principles of business conduct?

Business etiquette is the most important aspect of the professional behavior of a business person, an entrepreneur. Knowing it is a necessary professional quality that must be acquired and constantly improved. Almost 70% of deals that were beneficial for domestic business people did not take place due to the fact that Russian businessmen do not know the rules of business communication and do not have a culture of behavior. In the practice of business relations, there are always some standard situations that cannot be avoided. For these situations, they develop forms and rules of behavior. This set of rules constitutes the etiquette of business communication. Business etiquette is defined, inter alia, as a code of conduct in business that represents the outside of business communication.

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

Business etiquette is the result of a long selection of rules and forms of the most appropriate behavior that contributed to the success in business relationships. But, as in those ancient times, so now, the rules of business etiquette, the culture of behavior help to bring the economic and financial interests of trading people and businessmen closer together. For many, profit has been and remains above all differences in national character, religion, social status, and psychological characteristics. These differences affect the etiquette of the country of interest to a businessman. Compliance with the rules of the game, as reflected in the etiquette of the determining party, creates the basis for the success of the transaction.

Etiquette has always performed and continues to perform certain functions. The first in importance is the function of socio-cultural identification of an individual and a group. The rules of etiquette are signs or signs of a group, corporate, professional, confessional, social identity, helping a person to live and work in a certain microenvironment.

The second function is to standardize behavior. Etiquette standardizes behavior in a variety of typical situations, avoiding awkwardness, tension, misunderstanding, and saves our time . Etiquette facilitates communication as it fulfills the norms to be followed almost automatically.

The third function of etiquette is regulatory. Etiquette acts as a hint, helping to navigate a difficult situation or an unusual environment.

The fourth function of etiquette is the function of socialization. It involves the formation and development of personality in accordance with the requirements and norms of this community. For example, in an organization, a newcomer will be required to strictly adhere to well-established and proven rules of business communication, since they facilitate the performance of professional functions and contribute to the achievement of their goals. In a particular collective, a group of workers, employees, business people, certain traditions are formed, which over time acquire the strength of moral principles and constitute the etiquette of a given group, community.

The process of mutual enrichment by the rules of behavior made it possible to develop mutually acceptable, generally recognized etiquette, enshrined in customs and traditions. Etiquette began to prescribe norms of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, on public transport, etc.

The rules of etiquette, clothed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic. The first side is the expression of a moral standard: precautionary care, respect, protection, etc. The second side - aesthetic - testifies to the beauty, grace of forms of behavior. The main trend in the development of modern business etiquette is a departure from rigidly fixed rules of the ritual type. It is increasingly showing the transition to more flexible forms that take into account changing circumstances and the search for the most appropriate solutions in the process of business communication. The basic principles of business etiquette include - business commitment, fairness, respect, politeness, responsibility, tolerance.

Business commitment implies the ability to accurately and on time to fulfill all their official duties, promises made, to be punctual in agreements on the time and conditions of agreements. Business obligation requires strict adherence to the rules of etiquette. So, during a business acquaintance, a man is first introduced to a lady, the lowest in status - the elder, the younger - to the older, latecomers - to those who are waiting, to those who are already in the room, but not vice versa.

The principle of fairness presupposes the same, equal, impartial attitude towards partners in business communication. At the same time, in the relationship between a leader and a subordinate, this principle does not deny the subordination of service relations.

The principle of respect reflects the recognition of positive qualities, merits, merits and is expressed in an emphatically respectful attitude towards the business partner, interlocutor. Business etiquette includes strict adherence to the rules of a culture of behavior, which presupposes, first of all, deep respect for the human person. The social role played by this or that person should not be self-sufficient, nor should it have a hypnotic effect on a business partner. A cultured entrepreneur will be equally respectful to 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 the businessman's nature.

The principle of politeness presupposes courtesy, tact, courtesy, delicacy, adherence to the norms of decency accepted in a given society. Delicacy means sensitivity and subtlety in communication, and tact is a sense of proportion that must be observed in relation to other people so as not to cause them resentment and irritation. Politeness, tact, delicacy contribute to the formation of trust in business contacts, mean democracy and freedom in communication with any representative of the business world.

For example, for greeting, use not only the verbal (speech) means "Hello!", "Good afternoon", but also non-verbal gestures: bow, nod, wave of the hand, etc.

An appeal without a name is a formal appeal: whether it is a subordinate or a boss, a neighbor on the staircase or a fellow traveler in public transport. Addressing by name, or even better - by name and patronymic, is an appeal to a person. Pronouncing a name, patronymic, we emphasize respect for human dignity, demonstrate a spiritual disposition. Such a greeting speaks of a person's culture.

Business etiquette is the result of a historical selection of rules and forms of the most appropriate behavior, which contributed to the creation of favorable conditions for communication, prevention of conflicts, and success in business relationships. Adherence to etiquette is a prerequisite and condition for the career of a business person.

Introduction 3
1. The concept of etiquette, its origin, significative essence, conditional character 4
2. Signs of Respect in Everyday Business Deals 8
3. Table etiquette and its place in the structure of business culture 14
4. Etiquette and service regulations 17
Conclusion 20
References 21

Introduction

Business relationships are a necessary part of human life, the most important type of relationship with other people. Eternal and one of the main regulators of these relations are ethical norms, which express our ideas about good and evil, justice and injustice, right or wrong of people's actions. And communicating in business cooperation with his subordinates, boss or colleagues, everyone, one way or another, consciously or spontaneously, relies on these ideas. But depending on how a person understands moral norms, what content he invests in them, to what extent he generally takes them into account in communication, he can both facilitate his business communication, make it more effective, help in solving tasks and achieving goals, and make this communication difficult or even impossible.
Practice clearly shows that it is extremely difficult to achieve commercial success without the ability to establish business relationships, cooperate with partners, manage people, situations and oneself. Meanwhile, most of our entrepreneurs have an extremely low level of communication culture, which significantly reduces their business activity and does not allow them to maximize their initiative.

1. The concept of etiquette, its origin, significative essence, conditional character

Etiquette (from the French. Etiquette) means the established order of conduct anywhere. This is the most general definition of etiquette. Culture of behavior - actions and forms of communication of people based on morality, aesthetic taste and compliance with certain norms and rules. The true culture of behavior is the organic unity of the internal and external culture of a person, the ability to find the correct line of behavior even in a non-standard, and sometimes in an extreme situation (9, p. 221).
Business etiquette is the most important aspect of the morality of professional behavior of a business person, an entrepreneur. Knowing it is a necessary professional quality that must be acquired and constantly improved. Almost 70% of failed deals that were profitable for domestic business people did not take place due to the fact that Russian businessmen do not know the rules of business communication and do not have a culture of behavior. This figure is confirmed by international experience. So, back in 1936, Dale Carnegie wrote: "The success of this or that person in his financial affairs depends 15 percent on his professional knowledge and 85 percent on his ability to communicate with people." A lot of careers collapse and money is lost due to improper behavior or bad manners. Knowing this, the Japanese spend hundreds of millions of dollars a year on training in good manners and advice on etiquette and culture of behavior. They are well aware that the success of any company largely depends on the ability of its employees, on their ability to work together to achieve a common goal. Knowledge of etiquette, culture of behavior - these are the key conditions for successful work in any organization - this is the opinion of the leading specialists of the firms.
In order not to get into an absurd situation, you need to know the rules of good form. In the old days, they were taught by Peter the Great. In 1709 he issued a decree according to which anyone who behaved "in violation of etiquette" was punished. Perhaps, it is necessary to introduce punishment for those domestic businessmen who make a laughing stock not only of themselves, but also casts a shadow on Russian entrepreneurship (9, p. 222).
So, knowledge of business etiquette, the ability to behave culturally is the basis of entrepreneurial success.
Etiquette is a historical phenomenon. The rules of human behavior changed with changes in the living conditions of society, the specific social environment. Etiquette arose during the period of the birth of absolute monarchies. It was necessary to adhere to certain rules of behavior, ceremony was necessary for the exaltation of royal persons: emperors, kings, kings, princes, princes, dukes, etc., to consolidate the hierarchy within the class society itself. Not only a career, but also a person's life often depended on the knowledge of etiquette and the fulfillment of its rules. So it was in Ancient Egypt, China, Rome, the Golden Horde. Violation of etiquette led to enmity between tribes, peoples, and even to wars.
Etiquette has always performed and continues to perform certain functions. For example, division according to ranks, estates, nobility of the clan, titles, property status. Especially strictly observed and observed the rules of etiquette in the countries of the Far and Middle East.
In Russia at the beginning of the 18th century. Western etiquette began to be actively introduced. Clothes, mannerisms and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the nobility (especially in the capital cities) was constantly and persistently, sometimes cruelly, watched by Tsar Peter I himself. For their violations, they were severely punished. Later, during the reign of Elizabeth and Catherine II, the rules of etiquette were selected that met the requirements and peculiarities of the national culture of Russia, which, as a Eurasian country, largely united the opposites of Europe and Asia. And there were many of these opposites not only in the 18th century, but also now. The English writer Rudyard 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 various peoples were significantly different (2, p. 223).
Of course, social progress also contributed to the interpenetration of the rules of behavior, the enrichment of cultures. The world was getting closer. The process of mutual enrichment by the rules of behavior made it possible to develop mutually acceptable, generally recognized etiquette, enshrined in customs and traditions. Etiquette began to prescribe norms of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, on public transport, etc.
The rules of etiquette, clothed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic. The first side is the expression of a moral standard: precautionary care, respect, protection, etc. The second side - aesthetic - testifies to the beauty, grace of forms of behavior. Here are some tips and tricks.
For example, for greeting, use not only the verbal (speech) means "Hello!", "Good afternoon", but also non-verbal gestures: bow, nod, wave of the hand, etc.
You can say hello indifferently, nod your head and walk by. But it is better to act 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 that you appreciate him, and the sound of your own name is a pleasant melody for any person.
An appeal without a name is a formal appeal: whether it is a subordinate or a boss, a neighbor on the staircase or a fellow traveler in public transport. Addressing by name, or even better - by name and patronymic, is an appeal to a person. Pronouncing a name, patronymic, we emphasize respect for human dignity, demonstrate a spiritual disposition. Such a greeting speaks of a person's culture. Of course, people are not born with such qualities. These qualities are brought up, and then become a habit. The sooner such upbringing begins, the better: the sooner it will become a habit. The formation of good habits of an intellectual is especially difficult for first-generation businessmen, since most of the time they have to go through trial and error. No wonder the British say that in order to become a gentleman, one must have three university degrees in the family: grandfather, father and son.
But besides the rules of cultural behavior, there is also professional etiquette. In life, there have always been and will remain relationships that ensure the highest efficiency in the performance of professional functions. Participants in any interaction always try to maintain the most optimal forms of this interaction and rules of behavior. For example, in an organization, a newcomer will be required to strictly adhere to well-established and proven rules of business communication, since they facilitate the performance of professional functions and contribute to the achievement of their goals. In a particular collective, a group of workers, employees, business people, certain traditions are formed, which over time acquire the strength of moral principles and constitute the etiquette of a given group, community.

Business etiquette is the result of a long selection of rules and forms of the most appropriate behavior that contributed to the success in business relationships. It was not always easy to master these rules, so entrepreneurs "from the plow" often spoke not very flattering about them: "Why do I need all this?"
You can follow this principle as well. However, if you want to establish strong business relationships with foreign partners, then knowledge of the business etiquette of foreign countries is simply a must.
It can be recalled how trade ties were established with medieval Japan, which until the famous Meiji era (until 1868) was almost tightly closed from the rest of the world. A merchant, a merchant who arrived in the land of the rising sun to establish business ties, introduced himself to the emperor. The presentation procedure was so humiliating that not every foreign guest could do it. The foreigner had to crawl from the door through the reception hall on his knees to the place assigned to him, and after receiving in the same way, backing away like a cancer, leave his place and hide behind the door (2, p. 224).
But, as in those ancient times, so now, the rules of business etiquette, the culture of behavior help to bring the economic and financial interests of trading people and businessmen closer together. For many, profit has been and remains above all differences in national character, religion, social status, and psychological characteristics. These differences obeyed the etiquette of the country of interest to the businessman. Submission to the rules of the game by the determining party created the basis for the success of the transaction.

2. Signs of respect in everyday business contacts

Business etiquette includes a number of rules that form the basis of a code of conduct for well-mannered people. Let's consider these rules in more detail.
Greeting rules. Politeness necessarily presupposes, first of all, a greeting. Since ancient times, people have paid respect to each other through greetings.
Although generally accepted etiquette stipulates that a man is the first to greet a woman, the youngest is to the older, the inferior in position to the superior, a civilized businessman should not wait until the junior partner or partner greets him first. You should be the first to greet your interlocutor.
A man should be seen as a sign of special respect for him if the woman first greeted him. Welcoming a woman on the street, the man takes off his hat and glove. When he greets someone from a distance, he makes a slight bow and touches his hat with his hand or slightly lifts it. If he sits, he gets up, after that he greets. Headwear - a winter hat, ski hat, cap or beret - do not need to be touched. The man confines himself to a slight bow if he greets from a distance, and takes off his glove if he shakes hands. In all cases, this is optional for women. If a woman still takes off her glove, this is a sign of special respect. This should be the norm for older women and men. In any case, at the time of greeting, there should be no cigarette in your mouth and you should not keep your hand in your pocket. Women slightly tilt their heads and respond to the greeting with a smile; they may not take their hands out of the pockets of their coat or jacket (4, p. 457).
It is always recommended to greet by shaking hands for men, and for women by mutual agreement. It is symbolic that even in ancient times, a handshake meant an act of friendship and peace. When a man is introduced to a woman, the woman is the first to offer her hand. The same priority belongs to both older people and those who are older in the hierarchy: the older woman extends the first hand to the younger one, the woman - to the man, the leader - to the subordinate.
A woman is never kissed on the street as a sign of greeting; this is done only indoors. It is customary for us to kiss the hand only of a married woman. When kissing a woman's hand, you should not raise it too high, try to bend over yourself.
Men, when greeting each other, do not need to take off their gloves. But if one has taken off, the other must also take off. On the street, a passing man is the first to bow to a standing man.
When shaking hands, you do not need to shake the hand of the welcomed person too tightly. This rule should be especially remembered by men when they shake hands with a woman.
Handshaking is not always necessary when acquaintances meet on the street or employees in the premises of an institution or enterprise. When a visitor enters the manager, it is quite polite and correct to limit himself to a greeting; "Good morning", "Hello", etc., while making a slight bow with your head and a little smile.
A handshake should almost always be initiated by a woman. But in some cases, a woman, as well as a man, is not the first to reach out to a person who is much older than himself in age and higher in official position. There is a general rule: an elder initiates a handshake, a woman gives a hand to a man, a married woman is unmarried; a young man should not rush to shake hands with an elder or a married woman first.
Shaking hands, men usually say a short greeting "My respect ...", "Glad to meet you (see you)", "Good afternoon ..." When greeting a man, according to the rules of politeness, you should ask: "How is your wife's health?" "How are your kids doing", "How is your mom doing?" etc. (3, p. 46)
If, entering a room where there are several people, you want to shake hands with one person, etiquette is supposed to be sure to reach out to everyone else.
The style of addressing business partners or subordinates is determined by the general style of relations, as in any team. The appeal "you" first of all testifies to the high culture of the one who addresses his partner or colleague. It emphasizes respect for them. A well-mannered and polite entrepreneur always uses this polite form of address, regardless of who he is talking to: be it his immediate boss or subordinate, the person is much older or younger. Addressing "you" in a business setting is undesirable. It is permissible only when it can be reciprocal or conditioned by informal relations.
It is preferable to contact business partners who are well acquainted, as well as their colleagues, by first and patronymic or last name with the addition of the words "master" (formerly "comrade").
One should not abuse the address only by name, and even in the American manner in an abbreviated version. In our country, from time immemorial, it has been customary to respectfully call people by name and patronymic, this is our tradition. You can refer to your closest colleagues by name if they are young and do not mind such treatment.
You can address a stranger with the words: "citizen", "master", "sir" or "madam", "girl", "young man". In today's Russia there is no established form of such treatment. And we must admit that some of the words named in specific cases are not entirely successful. Therefore, we often turn to a stranger simply with the phrase: "Sorry ...", or "Let me ...", or "Be so kind ..". (3, p. 49)
An important element of politeness in business life is presentation, with the help of which you can establish the necessary and useful connections. Etiquette has certain rules about when and how to be presented and presented, and they should not be neglected.
First of all, it is customary to represent the younger as the elder, the single person as married, the lower in the hierarchy to the higher, the man as the woman, the younger woman as the older, etc.
The moment of presentation is essential. In this case, liberties should be avoided, it is better to use simple phrases such as: "This is Ivan, my colleague", "I present to you Anna", etc. When a man introduces his wife, he says: "My wife" or "My wife" (it is not recommended to say: "My mistress").
When a wife introduces her husband, she usually says, "My husband."
When a man is introduced to a woman, he gets up and bows slightly, the woman in such cases does not get up. Representing the closest relative, they say: "My father", "My brother Peter", omitting the surname. Those who have just arrived for a meeting or reception are not introduced to persons who are already leaving.
If there is a need to be introduced, and there is no one around who could help you with this, then you should just give a hand and clearly identify yourself.
Business Cards. A few years ago, business cards were a rarity in our country. They simply had no place in the rigid, regulated administrative command system. Nowadays, business cards are becoming more widespread, since they are an obligatory attribute when establishing business relations with representatives of firms, especially at the first meetings. Business cards are actively used in the West. In some countries, such as Japan, China, Korea and Hong Kong, they replace any document in most cases.
The main purpose of business cards is to introduce business and government officials to each other when they first meet. They can also be used to inform people about your existence that you are interested in contacting. This is a kind of correspondence representation, a soft, unobtrusive form of displaying your interest in the addressee. Business cards are also used to maintain contacts (congratulations on a holiday or other event, expressing gratitude, gratitude, accompanying a gift, souvenir, flowers, expressing condolences).
Business cards are printed on thick white paper or on thin cardboard in the form of a small rectangle in Russian, and on the back - in English, French or in the language of the host country. In it, it is necessary to indicate as fully as possible not only your position (not "deputy director", but "deputy director for financial affairs"), but also the real sphere of interests, powers; the mailing address of the company, telephone, fax and telex numbers, as well as the secretary's phone number must be indicated. A small and quite innocent trick consists in the fact that when there are two or three telephones on the card, foreigners have the impression that they are dealing with a solid company with a large staff of employees (10, p. 139).
From the business cards received earlier, you can find out some information about the partners. For example, if a firm owns a building of its own and does not lease premises, this is a sign of financial strength. On the other hand, if a firm, renting an office, occupies an entire floor in a chic business skyscraper in the city center, this is one thing, but if it huddles somewhere in the backyard, albeit in its own house, it is completely different. The presence of intercom numbers on the card indicates that the company has its own switchboard, and this indicates the large number of its personnel and, therefore, about solidity.
There are many types of business cards. Let's name only the most common ones.
Standard card. Surname, name and patronymic are printed in capital letters, position - in lowercase letters. Usually the address of the company and telephone (including home) are indicated. Sometimes telex and fax are indicated. This type of card is used when an acquaintance has taken place.
Card for special and representative purposes. The address and telephone number of the company are indicated. If you are handed such a card, then its owner is not inclined to continue contact. He just introduces himself. Do not ask him to write his coordinates: if he wanted to give them, he would give you another business card. In some cases, a card for special and representative purposes can also be obtained from a well-known partner when he sends you a souvenir with this card, bearing in mind that you know his coordinates well.
Company card. Used for congratulations on behalf of the company. For example, on Independence Day (a national holiday in the United States), on behalf of your company, you send a basket of flowers to your partner's company and insert such a card.
You can also find cards with a photo. There are cards, folded like books, indicating how to get to the company, where cars are parked, etc.
Business cards are either personally handed over to the addressee, or left at his home in his absence, or sent by courier or chauffeur. On a card delivered in person, the upper right corner is folded over and then straightened. Such a card is left in cases where, for some reason, you could not be received, either in the secretary's office or in the partner's residence (residence always means residence).
A fold indicates that you personally left a business card, and this is a sign of the greatest respect and reverence. The card can also be handed over with an intermediary - a driver or courier. But in this case, it does not bend. It is considered a gross violation of etiquette if a courier or driver is instructed to start a folded card.

3. Table etiquette and its place in the structure of business culture

Quite often, business conversations take place in an informal setting (cafe, restaurant). This requires the ability to combine business decisions with meals. After all, the people subtly noticed that nothing separates us like a TV set, and nothing brings us closer together like a samovar. Usually, a business breakfast, lunch, dinner is distinguished. They are united by some general principles applicable in all three cases, in particular, generally accepted rules of behavior at the table. However, each of these forms of business communication has its own characteristics.
A business breakfast is the most convenient time for meeting those who work hard during the day. The duration is about 45 minutes. Not recommended for a business meeting between men and women. Alcoholic drinks are excluded at breakfast.
A business lunch allows you to establish good relationships with partners, get to know better customers. At noon, a person is more active and relaxed than at 7-8 o'clock in the morning. The duration of a business lunch is not strictly regulated and is usually one to two hours, of which up to half an hour is a small talk, usually preceding a business conversation.
A business dinner is more formal than breakfast or lunch, and in terms of the degree of regulation it is approaching a reception. This determines the type of invitations (written, not telephone), clothing features (dark suit). The duration of the business dinner is two hours or more.
When deciding to organize (accept an invitation to) a business breakfast, lunch or dinner, you need to think over your tasks and find out whether a more relaxed atmosphere of the stagnation will contribute to their solution. It may be easier to resolve these issues at the office or over the phone. Each meeting associated with a feast can take from one to three hours, and you need to be extremely respectful of your own and others' time.
It all starts with the landing. You need to confidently sit on a chair so that your palm (four fingers) fits between the body and the edge of the table.
You need to sit up straight, somewhat relaxed, press your elbows to the body, not take them to the sides, even for reasons of convenience. It will be possible to move back a little during a pause between dishes or after the dishes have already been served and the guests are simply communicating with each other.
You should not put your elbows on the table even if you smoke and it is convenient for you to rest your elbow on the table with your hand with a cigarette.
Take the napkin and, unfolding it, put it on your knees in order to protect the dress or suit from drops and crumbs.
If someone asks to hand over the device, then knives, forks, spoons are passed with the handle forward, taking the device by the neutral center. For oysters, lobsters, meat, fish, you should use knives. Poultry and game are eaten with a knife and fork. Some dishes are eaten by hand (asparagus, "tobacco" chicken, etc.). It is customary to eat hot fish using a special device so as not to cut the bones. They eat fish with one fork, holding it in their right hand and helping themselves with a piece of bread in their left. The bones are folded with a fork on the edge of the plate.
Salads are eaten on a small plate, without shifting to a large plate.
Salad served in a vase is put onto a plate with a spoon or fork attached to the salad.
Sandwiches are sometimes eaten with a knife and fork. It is considered indecent to eat fruit by biting directly off of it. You need to peel the fruit with a knife, cut it into pieces, cut out the core with the grains, and only then eat.
No one should ask to be served first to show their impatience in any way. If you feel thirsty at the table, then you should reach out your glass to the one who pours, holding it between the thumb, forefinger and middle finger of your right hand. You should not leave wine or water in your glass that might spill.
First courses can be served either in a deep plate or in a special broth cup.
You don't need to blow on the soup to cool it down. You just need to wait until it cools down.
It is permissible to tilt the plate with your left hand away from you in order to eat the whole soup.
The first courses, served in a broth cup, are usually eaten with a dessert spoon, holding the handle of the cup with your left hand. Both the broth and the puree soup must first be eaten with a spoon, then you can drink it as from a simple cup.
When using cutlery while eating, the knife is held in the right hand, the fork in the left hand.
Do not cut several pieces at once - the meat will cool down and become tasteless.
With a knife, which is used to cut meat, they do not take salt from a salt shaker, food from a common dish. Do not crush bread into a sauce or other dish.
If you have to temporarily interrupt food in order to drink water, take bread, put the knife and fork on the plate as they were held: the knife with the handle to the right, and the fork to the left.
After finishing the meal, they put the knife and fork on the plate.
After eating, you can touch your lips with a napkin and rub the ends of your fingers.
Getting up from the table, it is not at all necessary to fold your napkin and, naturally, it is very indecent to leave immediately after lunch, you should always wait at least half an hour.

4. Etiquette and service regulations

In business communication, serious attention is paid to the rules for organizing business contacts. There are quite a few reasons for this, we will point out only the most significant ones. Thus, excessive availability of a leader does not contribute to the creation of a normal business environment and often leads to familiarity. Therefore, it is advisable to limit as much as possible the number of persons who have the right to enter the office of a senior officer without notice. A procedure should be created in which it is impossible to enter the office if someone is already there. It is especially important to follow this procedure during office hours. It is desirable that all persons who need direct contact with the manager have a clearly fixed time of the visit and be sure that it will take place (10, p. 127).
At the same time, it should be borne in mind that the excessive inaccessibility of the leader is also undesirable, since it leads to the loss of information. In this regard, such a procedure is very useful in which any employee in a fairly short time and with the most simplified procedure could get an appointment with his boss.
The secretary plays the main role in planning service contacts. He must decide on the urgency of the visit, review the time of official contacts, notify employees in case of unforeseen situations and provide information.
When inviting an employee, the boss must - warn him through the secretary about the time, duration and topic of the conversation, in order to give him the opportunity to prepare. It is advisable to conduct conversations in the office of a subordinate, since all materials are at hand and phone calls are not distracting. Sometimes conversations can be held in a common room for other staff to hear. Outside the office space, business conversations are usually undesirable: they create the impression of being chosen and secretive.
In the area reserved for visitors, you should create maximum comfort for them. The whole environment should testify to the attention to people.
Subordination issues in business etiquette are important because management relationships are hierarchical.
Business subordination requires, first of all, correctness: one should not forget about subordination and give orders "over the head" of a subordinate leader without special need, thereby undermining his authority. In the event of a violation of the chain of command, the subordinate leader should be notified, trying to do it in such a way that he does not have the feeling that he is "bypassed", that they do not want to reckon with him.
When communicating with subordinates, it is advisable to apply the so-called principle of emotional neutrality, which requires all employees to be treated equally and with restraint, regardless of personal likes and dislikes. You should be especially scrupulous with subordinates in out-of-office relationships, do not abuse personal requests, since the latter lead to familiarity in relationships and may sooner or later put the leader in an ambiguous position.

Conclusion

So, let's summarize some of the results.
Etiquette (from the French. Etiquette) means the established order of conduct anywhere. This is the most general definition of etiquette. Culture of behavior - actions and forms of communication of people based on morality, aesthetic taste and compliance with certain norms and rules. The true culture of behavior is the organic unity of the internal and external culture of a person, the ability to find the correct line of behavior even in a non-standard, and sometimes in an extreme situation. Business etiquette is the most important aspect of the morality of professional behavior of a business person, an entrepreneur. Knowing it is a necessary professional quality that must be acquired and constantly improved. Almost 70% of failed deals that were profitable for domestic business people did not take place due to the fact that Russian businessmen do not know the rules of business communication and do not have a culture of behavior. The rules of etiquette, clothed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic. The first side is the expression of a moral standard: precautionary care, respect, protection, etc. The second side - aesthetic - testifies to the beauty, grace of forms of behavior. Here are some tips and tricks.
In the practice of business relations, there are always some standard situations that cannot be avoided. For these situations, they develop forms and rules of behavior. This set of rules constitutes the etiquette of business communication. Business etiquette is defined, inter alia, as a code of conduct in business that represents the outside of business communication.
Business etiquette, as we found out, is the result of a long selection of rules and forms of the most appropriate behavior that contributed to the success in business relationships.
Bibliography

1. Averchenko LK Laws of psychology to help the manager. - Novosibirsk, 1992.
2. Bogomolov NN The doctrine of "human relations". - M., 1970.
3. Woodcock M., Francis D. Emancipated manager: For the leader - practice. - M., 1991.
4. Kibanov A. Ethics of business relations. - M .: Norma, 2002.
5. Kuznetsova I.N. Business conversation. Business Etiquette. - M .: Astrel, 2006.
6. Kukushkin V.S. Business Etiquette. - M .: Norma, 2005.
7. Psychology and ethics of business communication / Ed. V.N. Lavrinenko. - M .: Unity, 1997.
8. Ravich M. Etiquette. - SPb .: Lan, 1999.
9. Secrets of a skillful leader. - M., 1991.
10. Social psychology and ethics of business communication / Ed. V.N. Lavrinenko. - M .: Unity, 1995.
11. Utkin E. A. Course of management. - M-: Mirror, 1998.

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A business person has to contact other people in so-called public places: on the street, in transport, in state and non-state administrative institutions, theater, etc. Communication in these places is often short-lived and impersonal, that is, strangers enter into interaction. However, this interaction is also governed by the rules of etiquette.

Outside. The same requirements are imposed on the appearance on the street as in other public places. Clothes and footwear should be clean, tidy, combed hair, and a hat should fit well on the head. You should cross the street in the proper places, you cannot walk on the roadway and lawns, on the sidewalk you must observe the right side, do not interfere with passers-by. If it happens in tight quarters or inadvertently pushing a passer-by, you should apologize. Questions like "How to get through ...?" asked politely. Thank you for your answers. If asked, answer clearly and clearly. If in doubt, you better apologize, refuse to answer. When walking, you should not hunch over, swing your arms around or keep them in your pockets. Only in very cold weather can they be shoved into the pockets of a coat or jacket. You should not walk with a cigarette in your mouth, eat on the go. If you really want to smoke or eat, you need to step aside for this. Cigarette butts and other rubbish must not be thrown onto the walkway.

The maximum number of people walking in a row is three people, on a crowded sidewalk - two. Paired with a man, a woman takes a seat on the right side, with the exception of the military, who must be saluted. In the company of two men, a woman walks in the middle, if there are two women and a man, then to the right of him is the older one, and next to her is the younger. When women are equal in age, the man takes a place between them. The bag must be carried so as not to hurt passers-by. The umbrella is held upright.

When you walk along the sidewalk, you need to be attentive, at the same time look under your feet and around, not letting in your acquaintances without greeting. If you want to talk to a friend you meet, you need to step aside for this, so as not to interfere with passers-by, as if you want to get to know the architectural monument better.

On the street, one should not shout loudly, whistle, point fingers, closely examine passers-by, look after them. A well-mannered person not only observes the written and unwritten rules of behavior on the street, but also helps those who need it: helps to cross the street, to go down steep or slippery stairs to an elderly person, a disabled person, or his companion.

In transport. Before getting on a bus, trolleybus, tram, passengers who were traveling in it should be given the opportunity to get off. They enter without pushing, help those who need help (elderly, disabled, etc.) to enter. If a man is traveling with a woman, he must let her go ahead. Entering the transport, you do not need to stop at the entrance, but go to the salon in order to give the opportunity to leave for other passengers. Those who ride to the first or second stop are the last to enter.

Young people in the presence of elderly people, passengers with children, disabled people in the transport should not sit on the front seats intended for this category of passengers. Such places are usually marked with special signs. Well-mannered young people give way to the elderly. Those who were invited to sit down must definitely thank for the courtesy and take advantage of it. If they still want to stand, then together with gratitude they try to explain the reason, for example, with the words: “Thank you! I'm leaving soon. "

In crowded transport, you should position yourself so as to cause as little disturbance as possible to neighbors. Especially you need to be careful with bags, backpacks. They must be removed from the shoulders and held in hands. Bags should not be placed on the seat. People standing or sitting next to them are not considered. They do not look into books, newspapers, magazines unfolded for reading. In turn, readers should keep the newspaper or magazine folded.

In transport, you cannot talk loudly, and even more so impose your conversations and inquiries on fellow travelers. When coughing, you need to cover your mouth with a handkerchief, if you want to sneeze, massage the bridge of your nose. If you have a cold, you should avoid public places. Eat on public transport, except for long distance travel, should be avoided.

With a request to punch a ticket or transfer money for its purchase, they turn with the words: "Please ...", "Be kind ...", "Be kind ..."

Passengers with children should make sure that the latter behave in an appropriate manner, do not play naughty, do not make noise, do not stand in shoes on the seat, do not touch their neighbors with their hands and feet. Parents should teach schoolchildren to give way to their elders. But scolding loudly, all the more spanking children about bad behavior is not worth it. You just need to quietly make a remark, and privately, from an ethical point of view, evaluate the child's misconduct.

The controller must not be prevented from performing his official duties. One should present a ticket without any comments and without indignation, especially without insults, pay a fine for the ride with a hare.

Making their way to the exit, they ask if those in front come out. The man who rides with the woman comes out first and offers her his hand when leaving. The same is done by young people when leaving with their companions - the elderly. They also help old people, disabled people, with whom they are unfamiliar, to go out.

When boarding a taxi, a man must open the door to a woman or another respected person. She, like other people who are treated with respect, is given the side of the back seat close to the curb. The man sits down next to the woman. If the passengers are two women and a man, the women sit in the back seat with their companion next to the driver. When one man or one woman is in a taxi, the seat next to the driver is an acceptable place for them. In the passenger compartment, they sit on the edge of the seat and retract their legs. When leaving, the feet are placed on the sidewalk and lifted off the seat. The driver can pick up passers-by along the route of the car only with the permission of the passengers in the car. Smoking should also be allowed by companions.

On the train. When preparing for a train ride, things (toiletries, food, etc.) necessary on the road are placed in a separate carry-on baggage, but in such a way that when they are removed, the entire contents of this baggage are not sorted out.

Entering the compartment, they say hello. It is not necessary to introduce yourself to the companions with whom you are traveling in the same compartment. If, during the mutual exchange of the first neutral phrases (about the weather, transport, stations, etc.), a mutual desire to continue communication is revealed, then in the course of the conversation you can get acquainted. However, questions about the personal life of a fellow traveler should not be asked.

When leaving by train, do not block the windows of the carriage unnecessarily, as your companions may also wish to say goodbye to someone. In a compartment, do not open a window without first asking the consent of other passengers. When traveling by train, it is recommended to take with you not string bags and packages, but travel bags or suitcases. You should behave correctly in the compartment. It is indecent to put your feet on the opposite seat, smoke, talk too loudly, have fun, sing, whistle, etc.

In long-distance transport, you need to be located at the place indicated on the ticket. A cultured person will offer his bottom shelf to an elderly companion or woman. It should be remembered that the owners of the upper seats have the right to sit on this shelf. A table located in the compartment is intended for general use. Therefore, he should not be forced with his food. It should be kept in bags. It is advisable to take food on the road in the form of sandwiches. Poultry meat is better cut at home than in front of other people. During the meal, the food is on the napkins taken with them. To offer or not to offer fellow travelers to share the feast? In this case, you can act at your own discretion. Refusal to eat together should be taken calmly. At the end, the undiluted food is put into the bag, while the remains are thrown into the trash bin located in the corridor of the carriage, and not through the window or under the seat.

You should behave politely and tactfully with fellow travelers, and give them as little trouble as possible. It is necessary to smoke in the vestibule. During a night's sleep, even autonomous reading lighting is undesirable to turn on. The same applies to the work of the radio. If your fellow travelers are going to go to bed, you should get out of the compartment. The passengers on the upper bunk are usually the first to get ready for bed. Those who are already ready for bed turn to the wall.

Saying goodbye to fellow travelers, they wish them a good journey. If you arrive at your station at a time when familiar companions are sleeping, you do not need to wake them up to say goodbye. This can be done before bed or at their request.

If a man travels with a woman, then from the train, as well as from any other vehicle, he leaves first, bringing her luggage and helping her to get off the platform.

In the airplane. When boarding an aircraft and in flight, you must strictly comply with the requirements for air passengers. It is necessary to fill out the customs declaration correctly, go through customs inspection without complaint, etc.

A stewardess is greeted upon entering the plane. The most important ethical rule that passengers must comply with is not to show their fear to other passengers, not to remember aloud about air crashes, not to share their remarks like "the landing gear is not released", etc. All questions and requests are addressed to the flight attendant. To while away your time in the air, you can read or chat with your neighbor, if he doesn't mind. When leaving the plane, they thank the stewardess and say goodbye to her.

In state and non-state administrative institutions. Entering the institution, they greet the watchman or the attendant in the lobby. At his request, they present the documents necessary for entry (pass, passport, identity card, etc.).

Before visiting the institution, they clearly understand the purpose of the visit, the subject of the conversation with its head or other official, think over its plan, prepare the necessary documents. If necessary, make an appointment in advance and, of course, arrive at the appointed time.

If there is a wardrobe in the institution, outerwear is left there. In all cases, men, entering the service premises, take off their headdress.

If there is a secretary in the receptionist of the official, then they inform him of the appointment, and he, having found out whether they can receive the visitor, lets him into the office. The secretary can present it to the owner of the office. There is no knock on the door at the entrance to the office. In the absence of the secretary, they enter the office at the appointed time. And in this case, entering the office, you do not need to knock. They knock only when such an order is established by the owner of the cabinet. You cannot knock on service rooms in which several employees work. In this case, entering the room, quietly or with a bow, greet those who paid attention to you, and approach the required official. If you cannot determine which table he is sitting at, ask the worker close to the door about him. If they go through the institution with an accompanying person, then he walks next to or slightly ahead of the guest. The guest is allowed to enter the lighted service room first, and the attendant enters the unlit one. The same rule is followed by a man in relation to his companion. On the stairs, the man gives way to the woman at the railing, while he himself takes such a position in relation to her to help quickly support his companion if she suddenly stumbles. The most convenient position when going up the stairs is on the side one step higher, down - on the side one step lower.

Communication between a visitor and an official must be correct and businesslike. Even if the issue is not resolved in favor of the visitor, you should not slam the door loudly when leaving the service room. When meeting and talking with someone in the corridor, they take such a place so as not to interfere with people walking along it. They talk in a muffled tone. Leaving the institution, they say goodbye not only to the business person who received you, but also to the person on duty at the entrance.

At the hotel. Arriving at the hotel, they contact the administrator and, if there are free places or they have been booked in advance, fill out a form of the resident. Many western hotels write their name in the guest book. Service personnel in the hotel, as in other establishments, should be treated with courtesy. Tips are paid for additional services. You can ask the administrator about the amount of tips. If you ask to buy newspapers or any other item, then it will be 10 - 20% of the cost of these newspapers.

When you have to live in a room together, they try not to interfere with each other's rest or work with papers. During a night's sleep, do not turn on bright lights, TV or radio. People go to the restaurant and to the buffet in clothes appropriate for these establishments, and not in pajamas, tracksuits and slippers.

Your belongings should be placed in the closet and in the bedside table, but not; keep them in plain sight. A manifestation of extreme lack of culture is the deliberate damage to the property of the hotel, theft of items belonging to it.

If you are going to invite guests to your place, warn the roommate about this. Guests must stay in their rooms before the time set by the hotel.

Many overseas hotels have no floor attendants. However, it should be borne in mind that you can be monitored in the corridor, in the elevator through television cameras.

Behavior in the theater, cinema, concert. Being in a cultural and educational institution requires a particularly scrupulous attitude to etiquette. The main requirement for behavior in these public places is not to disturb people from having a rest, to follow the play of actors, musicians, the twists and turns of the plot of a theatrical performance or film.

Dress up for the theater, for a concert smartly. Outerwear, which is not only removed in the cinema, should also be neat.

As well as for a business meeting, and for a cultural and entertainment event, one must not be late. If this happens, you should sit at the nearest free seat or seek help from the attendant. A man who came with a woman in the wardrobe helps her to take off her outerwear, hands it over and takes a number, at the end of the performance he receives clothes and helps her get dressed.

The man lets the woman into the lobby first, but he enters the auditorium first himself. He is looking for seats in accordance with the purchased tickets, asks for permission to pass from those who are seated and seats the companion in a place more convenient for her. It should be remembered that they pass between the rows with their backs to the stage. It should also be borne in mind that each viewer is only entitled to one armrest. In the cinema, a man takes off his headdress, a woman may not take off her beret or a hat with a low crown and brim. If two couples sit in the auditorium, ladies sit in the center, men on both sides. Ladies are sitting in the box in front, men are behind them.

During a concert, a movie, you should not eat, talk, stamp your feet or drum your fingers to the beat of the music, laugh loudly. It is preferable to applaud at the end of a part of a theatrical performance or after the performance of a musical number.

Under no circumstances should you lean on the back of the front seat with your hands or on the edge of the front seat with your feet. Naturally, spectators are very worried about neighbors who cough and blow their nose. Freer manifestations of their emotions (rhythmic applause, getting up from their seats, movement to the beat of the music) are now allowed at gala concerts of rock singers and musicians in large youth audiences, but not in classical halls (philharmonic halls, etc.).

Using binoculars, they do not look at the people sitting in the hall. The spectators strolling in the foyer should not be closely examined.

It is impossible without special need to leave one woman with whom you came to the theater or to a concert. If a man invited her to visit the buffet, he must take care of her, that is, bring her what she wants.

If you do not like what you see on stage or on the screen, you should not discuss it during the action. You can leave the hall after the intermission or at the end of the show. At the end of the performance, you must not leave the place, you should wait until the curtain closes and the actors come out to the audience and calmly leave.

Business communication includes conversations not only at the conference and negotiation table, but also discussion of issues at business receptions in combination with a feast. Communication in an informal setting often has a significant effect. At business receptions, people get to know each other, establish initial contacts, which can later turn into long-term business cooperation. Relaxing in informal conditions, they exchange additional information with each other on problems of interest to them, get to know each other better, find common ground of their interests, which is useful in finding compromises necessary to conclude deals and contracts.

Business receptions are formal and informal. The first are arranged by heads of state, governments, consulates, military attachés, trade missions on the occasion of national holidays, the stay of state leaders, foreign delegations, the opening of major exhibitions and conferences, and the conclusion of international agreements. The rest of the business practices are considered informal. Official receptions are usually held according to the rules of diplomatic protocol and etiquette. Firms adhere to the same etiquette rules, organizing receptions in honor of their foreign colleagues.

Receptions are divided into daytime and evening, seated and non-seated receptions.

Daytime receptions include breakfast, lunch, "glass of champagne", "glass of wine", etc. In international practice, it is generally accepted that daytime receptions are less solemn than evening receptions.

Breakfast is arranged between 12.00 and 15.00 hours, most often from 12.00 to 13.00 hours. Informal business practices are outside the time frame of diplomatic protocol. So, if official receptions are arranged from 12 o'clock, then the first reception - breakfast - by a business person can be organized at 8 o'clock. Such an early time is dictated by the busyness of businessmen.

The breakfast menu is made taking into account the traditions and customs existing in the country and, as a rule, consists of one or two cold starter dishes, one hot fish dish, one hot meat dish and a dessert. Serving first courses (soups) for breakfast is not accepted, although serving them will not be a mistake. After breakfast, coffee or tea is served. Before breakfast, a cocktail, dry wine, juices are served, during breakfast - mineral water, and sometimes juices. After all the guests have eaten, the host (or hostess) is the first to get up from the table and invites guests to move to another room where coffee is served. Breakfast lasts 1-1.5 hours (approximately 45-60 minutes at the table and 15-30 minutes for coffee). The initiative of leaving breakfast is for the main guest. The dress code for breakfast is in most cases a casual suit, but on special occasions a tuxedo can also be worn. Usually the dress code is indicated in the invitation.

Business conversation usually begins after the first cup of tea or coffee.

Second breakfast - lunch- coincides in time with the breakfast of the diplomatic protocol. It starts from 12 to 13.30 and lasts 1-1.5 hours. The official breakfast is served with a seating arrangement for guests, that is, each guest is assigned a place at the table according to his official position. He learns about where to sit in the seating plan, which is posted or located on a separate table in the living room. A name card with a name will also be located near his device or lie on the highest glass.

The lunch menu usually includes one or two cold appetizers, two hot dishes (meat and fish), dessert. First courses are usually not served. Before lunch, in a separate room, you can treat yourself to an aperitif, that is, drinks that stimulate the appetite. This can be juice, mineral water and alcohol. At the end of lunch, dessert, tea or coffee is served in this room or in a separate room.

Reception "Glass of Champagne"- in business, including diplomatic, protocol begins, as a rule, at 12.00 and lasts about an hour. Unlike breakfast, this reception is more modest. The reason for such a reception may be the signing of a contract, the departure of guests, the opening of an exhibition.

From the point of view of the organization, this is the simplest form of admission, which does not require much and lengthy preparation. It is performed while standing. Small sandwiches, cakes, nuts, as well as coffee or tea, cookies, sweets are served with champagne or wine. Drinks and snacks are served by the waiters. The invitees come in casual clothes. A glass of wine technique is similar. The name in this case emphasizes the special nature of the reception.

Tea - arranged between 4 pm and 6 pm, usually for women only. For example, the wife of a foreign minister arranges tea for the wives of the heads of diplomatic missions, and the wife of an ambassador - for the wives of other ambassadors. Cases of inviting men to tea are also possible. One or several tables are set for tea, depending on the number of guests, confectionery and bakery products, fruits, dessert and dry wines, juices and water are served. Snacks (sandwiches with caviar, fish, cheese, sausage) are rarely served with tea, and if served, then in small quantities.

The duration of the tea is 1-1.5 hours. Dress code - casual suit or dress.

"Zhur fix" techniques- are arranged once a week on the same day and hour during the entire autumn-winter season (from autumn to summer). Invitations to such receptions (Wednesdays, Thursdays, Fridays) are sent out once at the beginning of the season and are valid until the end of the season, unless there is a special notice of the break. In terms of time, food and dress code, this technique does not differ from tea. Sometimes such techniques take the form of musical or literary evenings. Men are also invited to receptions "zhur fix".

Receptions such as cocktail or buffet- are arranged in the period from 17.00 to 20.00 hours and last 2 hours. The buffet meals are organized according to the type of the so-called "buffet". Typically, a variety of cold snacks, pastries and fruits are offered. Sometimes hot snacks are also served. The guests, coming to the table, put a napkin on their hand, put a plate with a fork on it, put food on the plate and, moving aside, eat while standing. The same is done with drinks. Having eaten a fish dish and going to take a meat one, they change the plate and fork.

At receptions of this type, alcoholic beverages are displayed on tables or, being poured into glasses, are carried by waiters. Sometimes a buffet is arranged in one of the halls, where waiters serve drinks for those who wish. At the end of the reception, champagne may be served, followed by coffee.

The dress code is a casual suit or a tuxedo, depending on the specific case and an indication of this in the invitation.

The difference between a cocktail and a buffet table is that the latter will serve more food and drinks. Forks are not used on cocktails. They are replaced by wooden or plastic sticks or small forks. Recently, these two types of weight techniques are more combined under the name "buffet". Their menu includes a variety of drinks, hot and cold snacks, desserts, tea, coffee.

You can be late for the buffet or leave earlier, except for those in whose honor the reception is organized. A short stay of a guest at a buffet table is perceived as a demonstration of cold or strained relations. If employees of one firm are invited to the reception, then, according to business etiquette, it is necessary that subordinates do not come later than the leaders. However, ordinary employees may leave the appointment later than their superiors. During the admission process, active business and social communication takes place, acquaintances are made and contacts are established. At the same time, it is not necessary to spend time with the same interlocutor.

Evening, more solemn receptions include lunch, lunch buffet, dinner.

Lunch - starts from 20.00 to 21.00 hours. Lunch menu: one or two cold appetizers, soup, one hot fish dish, one hot meat dish, dessert. After dinner, coffee or tea is served in the living room. A cocktail is served before dinner. The lunch menu differs from the breakfast menu in that soup is served after cold snacks. For cold snacks, guests are offered vodka or liqueurs (chilled), for a fish dish - dry white wine (chilled), for a meat dish - dry red wine (room temperature), for dessert - champagne (chilled), for coffee - cognac or liqueur ( room temperature).

Lunch usually lasts 2-2.5 hours, with about 50-60 minutes at the table, the rest of the time in the living rooms.

Dress code - dark suit, tuxedo or tailcoat, depending on the specific case and instructions in the invitation; for women - evening dress. On some official occasions, an à la buffet reception is held immediately after lunch. The guests attending the dinner, at the end of it, are sent to the reception "a la buffet". Such a combination of receptions is organized mainly in connection with the stay in the country of a foreign statesman or a foreign delegation, in whose honor a dinner is given. The dress code is the same as for dinner.

You can't be late for lunch. In case of delay, they must apologize to the owners.

Dinner starts at 21.00 and later. The dinner and wine menu is the same as for lunch. Dress code - dark suit, tuxedo or tailcoat; for women - evening dress. Dinner differs from lunch only by the start time - not earlier than 21.00.

Evening reception "a la buffet"- arranged on especially solemn occasions (in honor of the head or prime minister of a foreign state, a foreign government delegation, on the occasion of a national holiday, etc.). Starts at 20.00 and later. The treat is the same as at a cocktail or buffet reception, but more varied and plentiful.

Dress code - dark suit, tuxedo or tailcoat; for women - evening dress.

The buffet lunch assumes free seating at small tables for four to six people. As well as at the buffet reception, tables are set with a snack, there are buffets with drinks. Guests collect snacks and sit at their own discretion at one of the tables. This kind of reception is often organized after a concert, watching a movie, or during a break from a dance evening. The lunch buffet is less formal than the lunch.

Varieties of techniques- film screenings, musical and literary evenings, friendship evenings, meetings for golf, tennis, chess, and other sports games. The listed activities are usually accompanied by a light meal. Dress code for such events is a casual suit; for women - a suit or dress.

All techniques should be thoroughly prepared. Guest lists are drawn up in advance, invitations are sent on printed forms with inscribed names. It is better to do this in 10 - 12 days, so that the recipient can adjust his time. Having received an invitation with the letters g. S. v. R. , which in French means “request to answer” within 3-5 days, answer it with a letter, a postcard, less often a business card with the letters p. r. If the invitation contains a phone number, then they inform about participation (non-participation) by phone.

After receiving responses to invitations, the hosts draw up a seating plan. This takes into account the rank of the guests, as well as the fact that men should sit interspersed with women, and employees of the same should not be nearby. firms or members of the delegation. You cannot seat one woman at the end of the table. The last on the list should be a man.

The most honorable place at a men's reception is to the right of the owner, and with the participation of women - to the right of the hostess. To the left of them are less honorable places. If the hosts (spouses) are sitting side by side, then the spouse of the main guest will sit to the left of the host, and the main guest to the right of the hostess. The rest are placed on both sides according to their rank. The host with the first lady comes to the table first, then the main guest with the host's wife. The hostess is the first to leave the table, of course, when she is convinced that the guests are already full. Leaving the hostess from the table is a signal for the end of the feast, but not for the reception. The next day, guests send letters of thanks to the hosts for the pleasant time spent.

For breakfast, lunch, dinner or any other type of reception, the invitation to which you are asked to respond, you must arrive at the exact time specified in the invitation. Being late is considered a violation of etiquette and can be perceived negatively and even with resentment. If several representatives from one department or institution are invited and they come to the reception together, then it is customary that the junior ones should be the first to enter, and then the senior ones. For receptions held without seating at the table, in the invitation to which the start and end times of the reception are indicated (17.00-19.00, 18.00-20.00, etc.), you can come and go at any hour within the time specified in the invitation. It is not necessary to arrive at the beginning of the appointment, just as it is not necessary to be at the appointment until the end. It is believed, however, that coming to such a reception at the beginning and leaving the reception at its end are an expression of the guest's particularly friendly attitude towards the host of the reception. And, conversely, if there is a need to show or emphasize the coldness or tension of relations with the organizer of the reception, it is enough to stay there for 15-20 minutes and, having said goodbye to the host, leave.

Feast, along with communication, is an essential part of business receptions organized both in catering establishments and in the offices and homes of businessmen.

Before receiving guests, along with other preparatory measures, you should arrange the table correctly from the culinary, etiquette and aesthetic positions: cover it with a tablecloth, arrange plates, dishes for drinks, spices, and lay out appliances for food.

The first requirement for them is that they must be spotlessly clean. Cover the table with a carefully ironed tablecloth so that its central folds pass strictly along the longitudinal and transverse center of the table. At the dining table, its edges should hang by 25 - 30 cm, at a reception of the "buffet" type - not reach the floor 5 - 10 cm.

Opposite each chair, 2 cm from the edge of the table, place plates: a stand plate and on it a snack bar with a diameter of 20 cm.To the left of the diner, at a distance of 5 to 15 cm, place a pie plate, its center should coincide with the center or edge of the stand plate.

On one of these plates, put a napkin folded in four, in a triangle, fan, etc. To the right of the plate, at a distance of about 0.5 cm, with a tip to it, place knives, on the left with a tip upwards - forks. The number and value of these appliances depend on the food served on the table. Moreover, there should be no more than four on the right and three on the left. Starting from the plate, put a table knife and a fork for meat dishes, behind them - a knife and a fork for fish and then for snacks. If the soup is served in deep bowls, then a tablespoon is placed between the snack knife and the fish knife, if in cups, then a dessert spoon.

The presence of dessert utensils on the table depends on the dessert dishes offered to the guests. If, for example, only compote will be served, then in front of the plate they put a dessert spoon with the handle to the right, if fruits, then the dessert fork with the handle to the left and the knife with the handle to the right. Accordingly, the menu is placed on the table and dishes for drinks. It is located in front of the plate in one or two rows. The row can start from its central axis or from the intersection of conventional lines going from the edge of the plate and a nearby knife. In a complete set, serving dishes for drinks can look like this: in the first row from the guest, from left to right, put a glass for vodka with a capacity of 50 ml, a glass for Madeira, port wine and dessert wines - 75 ml and a glass for mineral and fruit water, in the second row - Rhine wine glass for white table wine (100 ml), lafite glass for red table wine (125 ml) and a glass for champagne (125-150 ml). For liqueur, tea is served with a glass with a capacity of 25-30 ml stretched upwards, for cognac, a glass with a capacity of 75-250 ml is placed for coffee. Salt and spices are displayed in front of the forks.

For tea or coffee, put a cup and saucer 4 cm from the edge of the table with the handle to the left. The spoon is on the saucer to the right of the cup. To the left of the cup, place a saucer for a cake, next to them put a fork or spoon for cakes.

The hostess is the first to sit at the table in all cases. She also invites guests to take their places. Before sitting down at the table, the men help the ladies in the neighborhood to sit down. At the same time, they move the chair away from the table, and then move it to the woman's feet.

It is not recommended to create cramped conditions at the table. The tightness leads to inconveniences for both guests and staff. According to etiquette, the distance between cutlery should be at least 60 cm. If possible, the table should be decorated with fresh flowers. At formal business receptions, all meals are served handheld by the waiters.

When drawing up the menu, it is recommended to take into account the tastes of guests, their national and religious traditions and other points. It would be an omission to include game in the menu at a time when hunting for it is prohibited in the country, or meat on fast days, or pork, when Muslims are among the guests, etc. On the other hand, a vegetarian guest will be pleased if he is served a vegetarian meal.

It is necessary to sit on a chair so that it is comfortable to eat, rest and at the same time not interfere with those sitting next to them. In this case, you should keep your posture, do not fall apart and do not slouch. The body from the edge of the table is at the width of four folded fingers. Before eating, the hands are on the knees, and while eating, they are slightly pressed to the body. You can only lean on the table with your wrists. A napkin designed to protect clothing and wipe lips, folded in half, is placed on your knees.

Sitting at the table, you should imperceptibly examine its serving and outline what dishes you will eat and drink. Having chosen an appetizer, they take a common dish with their left hand, and with the right device located there, put on a plate as much as they can eat. In doing so, you should not forget about the needs of other guests. Before putting food for yourself, you should offer it to neighbors. There is no need to put several types of food on the plate at once. After finishing one appetizer, they are taken for another. When eating, they hold a knife in their right hand, and a fork in their left, without shifting them from hand to hand. They only cut and hold food with a knife, but do not put it on a fork. You should not eat with a knife. With the help of a table knife, meat (including poultry), pancakes, pancakes are eaten, cutting off piece by piece. A special knife and fork are served for fish. A piece of fish is held with a fork, and the meat is separated from the bones with a knife. If there are no such devices, eat with two forks. If there is no second fork, the fish is kept with a slice of bread.

Poultry meat can be taken by hand when it has small bones (for example, quail wings) and moistened napkins or rinses with warm water are served with the dish. The bones of fish, birds do not spit out directly into the plate, but first put on a fork, then into a plate.

Chopped meat dishes (cutlets, steaks, etc.), vegetable dishes, omelets, cereals, well-fried eggs can be eaten with one fork, holding it in your right hand.

Hard-boiled, pre-shelled eggs are cut into pieces with a knife and eaten with a fork. Soft-boiled eggs are served in a stand-up glass. After knocking down an inch with the edge of a spoon, they select the contents of the egg with it.

Soups and other first courses served in deep bowls are eaten with a tablespoon. Having typed food into a spoon, lightly touch its bottom to the edge of the plate to remove the drops, and send the spoon into the mouth with its left edge. The broth, poured into cups, is drinkable. They do not blow on hot soup, do not sip from a spoon, do not suck liquid into the mouth with a noise. Conflicting answers are given in the literature on etiquette about how to hold a plate at the end of the consumption of the first course, tilt it away from yourself or towards yourself. It is best to leave some soup at the bottom of the plate and not tilt it in either direction.

Bread, put from a common vase in your pie plate, is broken off in pieces during the meal. When smearing it with butter, keep the piece on a plate, not on your hand. Sandwiches at receptions are eaten with their hands, at the dining table - with a knife and fork, cutting off piece by piece, like meat.

For dishes exotic for the Slavs, special devices are intended. For example, to eat crabs, shrimps, crayfish, they put a special two-horned fork and a knife with a wide spatula on the table.

Dessert dishes (compotes, ice cream, jelly, etc.) are served in special bowls (bowls). They are placed on a pie plate. Dessert is eaten with a dessert or a teaspoon.

Fruit is also served with dessert. They also need to be eaten beautifully. The apple, holding in hand, is peeled with a knife. After wiping your hand on a napkin, using a knife and fork, first cut the apple in half, and then alternately into quarters. Peel the quarters from the core using both instruments. Eat a quarter by biting off pieces. Apples can also be peeled after they have been cut into quarters.

The pear is eaten in the same way as the apple. Oranges are peeled, after cutting it crosswise or parallel to the fractional division. They are eaten in slices, which are sent into the mouth with a fork or hand. Cut the peaches in half. Remove the bone with a fork. Mandarin can be peeled and eaten by hand. Bananas are eaten with a knife and fork, cut into rings, after having peeled them off.

Cakes and pieces of cake are transferred to their plate with a pastry spatula or tongs. Sponge cakes and cakes are eaten, as a rule, with spoons, sand and puff pastries - with a knife and fork, hard ones - taken by hand. Before drinking tea or coffee, put sugar in a cup with a spoon in a sugar bowl, stir it silently and put a spoon on the edge of the saucer to the left of the cup. They drink tea or coffee while holding a cup in their right hand. If you want tea with lemon, then take a piece of it with a small fork, put it in tea, wring it out and put it on the edge of the saucer. When drinking tea with liqueur, and coffee with cognac, these drinks are sipped in small sips, interspersed with the main drink. You should be very careful with alcohol, so as not to get too drunk and not to harm your image, because the inability to control yourself at the table raises doubts about the presence of a high business culture. Serious business people avoid cooperation with drunkards. At the table, alcoholic beverages can be avoided at all. Among normal people, this is not perceived as disrespect for someone. It is enough to sip a glass after the toast. If you decide to drink, then you should not do it in one gulp, but in small sips. It should be borne in mind that in most countries of the world a portion of vodka is only 20 g, a double portion is 40 g, and there is no triple portion. You do not need to pour into an unfinished glass.

In case of difficulty in using devices, the correct use of certain dishes, we look at how the hostess or other guests act.

Conversations are an important part of the meal. They can be common, when all invitees take part in it, as well as local, conducted between neighbors. If the hostess takes responsibility for the meal, then the host is responsible for organizing the conversation. At family celebrations (weddings, etc.), the hosts (toastmaster) are chosen from among the guests or hired in domestic services. Any conversation should be interesting for the interlocutors. The most acceptable are topics from the field of art, political life. Stories about travel, interesting business trips are very appropriate. Among women, conversations about children, fashion are popular, among summer residents - about summer cottage affairs and problems. Tactful humor, above all jokes, is appropriate at the table. You should avoid controversial topics, discussion of theoretical issues and, of course, criticism of certain guests. You should not talk about illnesses, details of family life, marital relationships, love affairs. The owner helps to avoid such topics. Etiquette requires listening to the interlocutor, even if his story is not interesting. In turn, the narrator needs to keep track of his monologue so as not to turn it into lengthy chatter.

If someone really wants to watch a sports competition on TV at a friendly or family party, then this should be organized in a separate room. At a family celebration or at a friendly party, songs at the table and a dance program are appropriate, if there is room for it.

It is not recommended to linger unnecessarily at a particular reception longer than the time specified in the invitation, as this can be burdensome for the hosts. An unfavorable impression is produced by cases when guests at a particular reception leave it all at once, after the departure of the main guest. Better to disperse gradually. In all cases, officials are advised not to leave the reception earlier than older guests.

Each nation has its own customs, traditions, culture, political and state structure. All this affects the peculiarities of business relations and the accepted rules of conduct. For example, open doors to workplaces are perceived by North Americans as the norm, and by Germans as the highest degree of disorder. Americans and Japanese are accustomed to working in large rooms where everything is in plain sight, while Germans, on the contrary, are used to working behind closed doors. Loud conversation of an American or Italian can be perceived by an Englishman as a manifestation of bad manners. The maximum proximity of Hispanic interlocutors to each other causes the desire to move away from the British, etc.

In the process of preparing and conducting business negotiations, national characteristics are manifested in the nature of the formation of the delegation, the mechanism and degree of independence in decision-making in negotiations, the value orientation of the participants, the peculiarities of perception and thinking, the most characteristic tactical techniques.

Ignorance of the national peculiarities of business etiquette can make an undesirable impression on partners, complicate interaction both at the stage of the negotiation process and during the implementation of certain joint projects.

The peculiarities of business etiquette and business culture as a whole are based not only on traditions, but also on the traits of a national character.

North American business culture relatively young, but already many researchers, business people note such features of it, similar to traits of a national character, such as an orientation towards individualism in human relationships, a strong personality in practical activities, and hence the desire for individual decisions. American businessmen are distinguished by high business activity, great ability in the struggle for profit, the desire to assert their superiority, exceptional self-confidence, resilience, survivability, and a propensity to take risks. In business relations in production, unquestioning obedience and strict discipline dominate. Americans are jealous of the observance of human rights, in conflict situations they most often resort to the law, to the services of lawyers. In informal relationships, Americans communicate with each other simply. They are quite open, somewhat familiar even with people older in age and position, they freely handle the rules of secular etiquette, they are smiling, attentive and careful about their health.

The American style of negotiation is manifested in the desire to discuss not only general approaches, but also details related to the implementation of agreements. Americans are impressed by the not very formal atmosphere, openness, friendliness. However, they often show self-centeredness, as they believe that when doing business, their partners should be guided by the same rules as they do. Therefore, negotiating partners often consider Americans too assertive and aggressive. American negotiation style is characterized by sufficient professionalism. It is rare in the American delegation to find a person who is incompetent in the issues on which negotiations are underway (accordingly, the Americans are frightened by the incompetence of a partner). The members of the negotiating delegation are relatively independent in making decisions. The Americans are quite persistent in trying to realize their goals in negotiations, they like to bargain. As a rule, they do not tolerate long delays in negotiations.

European business culture much older than the American one. To one degree or another, it is characterized by the noted features of the North American business culture, but here, too, there are national differences and peculiarities.

So, German business culture characteristic features such as the desire for order, discipline, punctuality, frugality, meticulousness. The main difference between the German way of doing business is the degree of formality. All appointments are scheduled well in advance. Sudden proposals, changes are perceived very disapprovingly. They dress strictly; trousers are excluded for women in business attire. Professionalism is highly valued. At the same time, the Germans are quite sociable, they like to have fun, have fun.

For the Germans, it is more likely to enter into those negotiations in which they see with sufficient evidence the possibility of finding a solution. Usually Germans work out their position very carefully, during negotiations they like to discuss issues one after another. They like to give facts and examples, are not indifferent to numbers, diagrams, diagrams. During negotiations with them, one must be logical in argumentation and accurate in presenting the facts. Honesty and directness are valued. When concluding deals, the Germans will insist on strict fulfillment of their obligations, as well as the payment of high fines if they are not fulfilled.

The British are characterized by efficiency, respect for property, traditions, politeness, law-abidingness. In communication, they are very restrained and scrupulous, which is sometimes perceived as isolation, stiffness. Listening is valued in conversations, punctuality in business relationships. In England, the rule is "keep the formalities." Calling "you" to an Englishman is absolutely unthinkable, as well as addressing someone by name without special permission. The British adhere to the dating procedure very strictly. Handshaking is only accepted at the first meeting. It is considered bad form to talk to an Englishman about business after the end of the working day, even if you are drinking or having dinner with your business partner.

Unlike the Germans, the British pay less attention to the preparation for negotiations. They approach them with a greater degree of pragmatism, believing that depending on the position of the partner in the negotiations themselves, the best solution can be found. At the same time, they are flexible enough and willingly respond to the initiative of the opposite side. The British know how to patiently listen to the interlocutor, which, however, does not always mean agreement. Rude behavior is considered when they talk too much, that is, as the British believe, they force themselves on others. By tradition, the Englishman is restrained in his judgments, avoids categorical statements, diligently bypasses any personal moments in a conversation, that is, everything that would be regarded as an invasion of privacy. They have a highly developed sense of justice, so they practice fair play when doing business.

The French, whose homeland is considered a legislator in business protocol and etiquette, are very gallant, sophisticated, strive to adhere to etiquette, while in behavior they are relaxed and open to interlocutors. They value intelligence, the ability to express themselves, to formulate precisely the terms of contracts and transactions. The feeling of satisfaction among the French evokes an interest in their culture and language (at the same time, poor knowledge of the French language is perceived with annoyance). In business relationships, personal connections are valued. Many important decisions are made at business receptions (breakfasts, dinners, cocktails, etc.).

When conducting negotiations, the French try to avoid formal one-on-one discussions of issues and strive to preserve their independence. At the same time, their behavior can change in the most drastic way, depending on who they are discussing the problem with. The French pay great attention to preliminary agreements. They like to thoroughly study all aspects and consequences of incoming proposals, so negotiations with them are taking place at a much slower pace. Any attempt to speed up negotiations can only harm the case. When discussing issues, the argumentation of the French traditionally focuses on logical evidence. They negotiate quite toughly and, as a rule, do not have a "fallback" position. French partners may interrupt the interlocutor to express criticism or counterarguments, but they are not inclined to bargain. Compared to Americans, they are less free and independent in making the final decision. The signed contracts are extremely correct and do not allow for discrepancies. The French have a negative attitude towards compromises and prefer to use French as the official language of negotiations.

Differs in originality business culture of the East. So, japanese business culture is determined primarily by collectivism, based on the traditional communal consciousness, the identification of employees with the firm. The collectivist nature of labor largely determines the bottom-up management decision-making style. Collectivism manifests itself in the same work clothes of ordinary employees and managers, in the joint spending of leisure time. Nearly all firms have codes of ethics, and although they are not formal attributes, their requirements are met in good faith. The Japanese avoid contradictions and conflicts, strive for compromises. Conflicts are resolved not so much with the use of legal laws and lawyers, but through negotiations with the aim of finding an agreement. In business ethics, diligence and diligence are highly valued. The Japanese are punctual and are almost never late for meetings. A characteristic feature of the Japanese is sensitivity to public opinion, extreme precision and commitment. Shaking hands when meeting people is not accepted in Japan.

During negotiations, the Japanese pay great attention to the development of personal relationships with partners. During informal meetings, they try to discuss the problem in as much detail as possible. In the course of the negotiations themselves, they try to avoid a clash of positions. The Japanese often show attention by listening to the interlocutor. This behavior is often interpreted as an expression of agreement with the stated point of view. In fact, he only encourages the interlocutor to continue. The desire of the Japanese not to use the word "no" and to use the word "yes" in the sense that you are being listened to, a person who does not know about it, can be misleading. A foreigner familiar with Japanese etiquette will see a refusal in the words "It's difficult", in a reference to poor health, etc., and consent - in the words "I understand." The Japanese decision-making mechanism presupposes a rather lengthy process of agreeing and approving certain provisions. Patience is considered one of the main virtues in Japan, so business discussions often start with minor details and go very slowly. The Japanese do not like to take risks, and the desire not to lose may be stronger for them than the desire to win. When the Japanese are faced with obvious concessions from their partners, they often respond in kind. The Japanese are extremely scrupulous and very responsible for their obligations.

The Chinese usually clearly distinguish between the individual stages of the negotiation process: the initial clarification of positions, their discussion, the final stage. At the initial stage, much attention is paid to the appearance of the partners, the manner of their behavior. Based on this data, attempts are made to determine the status of each of the participants. In the future, there is a significant focus on people with a higher status, both official and unofficial. The final decisions are made by the Chinese side, as a rule, not at the negotiating table, but at home. The approval of the agreements reached by the center is practically obligatory. The Chinese make concessions, as a rule, at the end of negotiations, after assessing the capabilities of the other side. At the same time, mistakes made by a partner during negotiations are skillfully used. The Chinese side attaches great importance to the implementation of the agreements reached.

In business relations with Arabs, one should remember about the mandatory observance of Islamic traditions. In the month of Ramadan, a Muslim is not supposed to eat anything from sunrise to sunset. In the first month of the Muslim New Year, parties should not be hosted. All affairs are interrupted five times a day for prayer, Thursday or Friday for Muslims is a day of rest and service to God. It is forbidden to eat pork and alcohol. You should not start a conversation with representatives of the Islamic world about religion or politics. You must arrive at the appointed place on time, although your host may be late. Arabs are likely to find it difficult to do business with female representatives.

For the Arabs, one of the most important elements in the negotiations is to establish trust between partners. They prefer a preliminary study of the details of the issues discussed at the negotiations, as well as "bargaining" at the negotiating table. They always try to reserve the opportunity to continue contacts if this time an agreement could not be reached (and the refusal of the deal is accompanied by squandering of praise to the partner and the rejected agreement).

It is necessary to understand the intricacies of local etiquette both when doing business abroad and when making working contacts with foreigners who come to Russia. The noted features of national etiquette are to a certain extent relative, although in many respects they correspond to the opinion prevailing in the practice of international relations. With an expanding interaction, national styles of behavior, as a rule, successfully adapt (for example, now we can already talk about the formation of a special subculture of negotiators with their own rules of behavior, language, symbols, which may differ significantly from the accepted national norms and rules of behavior). To streamline business communication internationally, the norms of diplomatic and business protocols and etiquette have been established and observed.

Compliment - words and expressions containing a slight exaggeration of the positive qualities of a person. A person, listening to pleasant words addressed to him, experiences a special kind of pleasure, while realizing the need to receive positive emotions. The more pleasant it is for people to communicate with someone, the more they trust the interlocutor and the more chances there will be to successfully solve a business problem. Thus, the purpose of a compliment is to please the interlocutor, thereby programming him (acting through the subconscious on his emotions and feelings) for further cooperation.

When listening to a compliment, the psychological phenomenon of suggestion is also triggered, as a result of which a person tries to "grow" to the qualities emphasized in the compliment. In the effect of suggestion, there is an absentee satisfaction of a person's need to improve some of his features. And although in this case the need will not be fully satisfied, but the feeling of its satisfaction will be real, the emergence of positive emotions on this basis.

Many people experience positive emotions when they hear flattery. However, in business communication, it is preferable to compliments that differ significantly from flattery:

• flattery, as a rule, is straightforward, unambiguous, simple and understandable, while a compliment presupposes a discrepancy, reflection, during which a person himself conjectures the essence of what has been said;
• flattery implies an excessive exaggeration of the positive qualities of a person, most often the attribution of merits that are not there, while a compliment only indirectly indicates the presence of a number of positive qualities in a person;
• a compliment can evoke pleasant feelings in the interlocutor; flattery, by its very nature, can cause rejection and backlash.

Complimentary exposure in business communication requires a certain skill. There are special requirements for a compliment. The main ones are the following:

• focus not on the external merits of the interlocutor, but on his internal, spiritual qualities;
• to highlight not the obvious, but the hidden merits of the interlocutor (the more latent merits it is possible to emphasize in the partner, the more sincere the words of the interlocutor will seem to him);
• be sincere when giving a compliment (or at least convincingly give the impression of sincerity);
• to be as specific as possible when expressing compliments, specific and personalized compliments seem to people more sincere and frank; for this purpose, in particular, the words "because ..." should be used, followed by a description of obvious observations (examples are given in Table 11.1);
• build a compliment on a factual basis, while using facts known to both partners in it;
• be brief when making a compliment (a complimentary statement should contain one or two thoughts, no more, a simple construction will certainly be understood);
• not include teachings in the compliment (the compliment should state the presence of a characteristic, and not contain recommendations for improving it);
• the compliment should not have ambiguous phrases, ambiguity can cause completely different feelings and associations that the author of the compliment is counting on;
• you should only slightly exaggerate the positive quality reflected in the compliment (a large exaggeration translates a compliment into a mockery);
• you should not compliment those qualities that a person would like to get rid of;
• when making compliments, you should take into account the gender and age characteristics of the interlocutor;
• one should use such an effective technique as a compliment against the background of an anti-compliment to oneself (the enhanced effect of this compliment is due to the fact that it satisfies two needs of the interlocutor at once: the need to improve some of his character traits and the need to satisfy his attitude towards criticizing a partner on business conversation).

Table 11.1. Examples of concretizing merits in compliments

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General assessment of human merit	Specific assessment of worthy human qualities
Nina Mikhailovna! You are a very tactful and charming woman!	Now I understand, Nina Mikhailovna, why so many people admire you: you are correct, tactful and courteous with people.
Nikolai Filippovich! It was wonderful!	It was great, Nikolai Filippovich, because you had excellent contact with the audience and your convincing arguments made a strong impression on those around you.
You are a wonderful leader, Alexander Nikolaevich!	You are a great leader Alexander Nikolaevich, because you not only know how to manage people, but also empathize with them, you are not indifferent to the people with whom you work.
Vladimir Nikolayevich! You are a very smart and discerning person !!	Vladimir Nikolayevich! You are a very smart man, because you always find time for some pleasant little things that give me special joy.
You are a wonderful hostess, Natalya Vasilievna!	Natalya Vasilievna, you are a wonderful hostess, because you always keep the house clean and cook very tasty!
Konstantin Alekseevich! You have a great sense of humor!	You have a great sense of humor, Konstantin Alekseevich, because your jokes are always able to cheer people up.
Victor Pavlovich! You are a true worker and a master of your craft!	You are a master - "golden hands", Viktor Pavlovich, because whatever you undertake, you do everything with high quality, in a timely manner, with great dedication of strength and inspiration!
Wonderful, impeccable work, Marina Alexandrovna!	Thank you for completing the task flawlessly, Marina Alexandrovna. This will greatly help us in solving a very important task for all.
Katya, you enjoy great authority in the team.	You are the soul of our society, Katya, because you are very attentive, caring and tactful to each of us.
Vladik, you are a true friend!	You are really a true friend, Vladik, because you understand me and are always ready to help in difficult times.

You should pay attention to that. that the desired effect is achieved not only when using explicit but also hidden compliments(hidden compliments are understood as those that, implicitly influencing the interlocutor, create a special atmosphere of trust in the relationship).

Hidden compliments include, in particular:

• a manifestation of sincere interest in the interlocutor (for the interest to be really sincere, it is important to try to find in a person what is actually humanly interesting: something from his biography, work, family, events he witnessed, a hobby, etc. );
• frequent mention of the name of the interlocutor (who remembered the name of the interlocutor demonstrates in relation to him something more than just a respectful attitude).

Mastering the art of compliment takes practice. Without experience, complimenting "over trifles", it is hardly possible to achieve success. That is why, in order for a compliment to be successful in the right situation, it is necessary to improve it in everyday everyday relationships.

People usually accept compliments favorably, because everyone is pleased that they say something good to him, and they easily forgive possible mistakes, especially if there are no outside witnesses. Therefore, learning to compliment is better one-on-one. However, if the compliment is good, then it makes more impression when it is done in front of witnesses.

Since men are not particularly spoiled for compliments, they are less demanding on their quality. Therefore, it is better to train in this art on men.

When preparing for a business conversation, it is advisable to prepare in advance a small set of compliments for different occasions, situations, people.

The question of gifts is one of the most delicate in business relationships. Gifts, like speech, are a means of communication both within the organization and outside it - with domestic and foreign business partners.

Much depends on mutual understanding, personal qualities, interests of each other. If you know your partner well enough and your gift suits their interests and tastes, then it is usually accepted with sincere gratitude. If you are meeting with your partner for the first time, then you should not rush with a gift, especially an expensive one. The reaction may be the opposite of what you are hoping for. So, a gift can be regarded as:

• expressing your dependence on a partner;
• evidence of your self-interest;
• a sign that the given thing you simply do not need.

Giving requires a lot of tact and taste. There are no general rules for all occasions here. Most often, it is accepted that during the first meeting the gifts are given by the hosts, not the guests. Therefore, it is imperative to present something to a visiting foreign representative as a sign that he is considered an honored client and a long-term relationship is expected. At subsequent meetings, the exchange of gifts becomes mandatory.

Gifts should be given strictly by rank. It is undesirable for the leader and members of the negotiating delegation to give the same gifts, this will be regarded as an insult (representatives of Asian countries are especially sensitive to violations of subordination).

Particular attention should be paid to gift wrapping. Ugly packaging can negate donor efforts. When receiving a gift, be sure to immediately open the packaging and express admiration, otherwise the giver may regard your indifference as disrespect for him. Repetition of a gift (except for alcoholic beverages, chocolate sets, flowers) is considered a serious violation of etiquette.

Gifts will look more significant if they are decorated with engraving or monogramming, your company logo or the initials of the person to whom the gift is intended.

It is appropriate for acquaintances to present a box of expensive sweets (loose sweets are not accepted), cognac, champagne, a set of vintage wines. It should be borne in mind that it is indecent to give a bottle without packaging. It is considered indecent to present strong drinks to the weaker sex.

You should not give icons, pearls, handkerchiefs, watches, mirrors, knives (both in the West and in the East this is a bad omen). It is not recommended to give nesting dolls and samovars - almost every foreigner has them.

Unlike other gifts, flowers are given by removing the paper. The exception is expensive packaging, which can be left on for special occasions (for example, an anniversary). A business card or a note with good wishes should be attached to the basket of flowers or bouquet you send. Flowers are not given to men, except for the anniversary. A married man does not give flowers to a girl, and a woman does not give flowers to a man.

Refusing a gift is a very responsible act that can be motivated exclusively by the principled position or tactlessness of the giver.

In addition to general reasons for giving gifts (i.e., demonstrations of goodwill and advertising), there are many private reasons and excuses for giving something to employees, customers, customers, service personnel. This is possible when congratulating on the birth of a child, getting married, raising a salary or position, receiving an award, publishing in a newspaper or speaking on television; a new place of work, obtaining an academic degree, a major achievement.

Gifts can also be given on the occasion of retirement, anniversary birthdays, wedding anniversaries, round dates in employment, transfer to another department or city, change of profession, purchase of a new home.

Gifts are possible for the following reasons:

• as a token of gratitude (for overtime work done at an inconvenient time for a person; for completing an urgent task and completely disinterested conscientious help; for an invitation to a business breakfast, lunch, dinner, or other event);
• as a sign of an apology for misunderstandings or offense inflicted on someone;
• as a sign of sympathy or condolences: in connection with the death of loved ones, failure in a career or financial affairs.

The closer the presentation of the gift to the event in connection with which it was made, the better.

If you need to communicate with foreigners and exchange gifts, you need to stop sometime, leaving your partner a pleasant feeling of victory in this competition.

Representatives of different countries have different attitudes towards donation. In Great Britain, a certain ritual of giving has been developed and a range of goods has been defined that are considered exactly as gifts. These are calendars, notebooks, lighters, branded fountain pens, and at Christmas - alcoholic drinks. Other products are viewed not as signs of attention, but as a means of pressure on a partner. In business relations, it is better for Russian businessmen not only not to ask for gifts, but also to behave in such a way as to exclude the possibility of a gift for an English company. From this, your reputation as a business partner will be much higher.

In Finland, on holidays, especially on Christmas and New Years, it is customary to congratulate friends and colleagues. It is best to give a beautiful postcard so as not to embarrass your partner with an expensive gift. Business gifts are not accepted in Germany. In Turkey, any business reception ends with the presentation of small souvenirs to the invited (popular among Turkish business people are "plaques" - bronze or brass tables packed in a velvet box-stand with the company logo and a memorable signature). In response, a company commemorative sign can also be presented.

In Latin America, it is customary to give calendars, branded fountain pens, notebooks, drinks, handicrafts, colorfully decorated baskets with a set of products for the festive table.

With the exception of Christmas, North Americans have no set dates for giving gifts, nor do they have specific items designed for this purpose. However, it is recommended that US business partners make relatively inexpensive gifts (no more than $ 50, preferably $ 10 - 25), except in special cases when the gift is made by someone from the top management of the corporation.

It should be noted that the exchange of gifts between people in the West is not as widespread as in Russia, so giving should be treated with caution. When negotiating with Asian businessmen, it is almost impossible to do without gifts.

1. What rules of conduct should be followed on the street?
2. What rules of conduct should be followed in public transport?
3. What rules of conduct should be followed when visiting theaters, cinemas, concert halls?
4. What types of business tricks do you know?
5. What are the dress requirements for business receptions?
6. What rules of conduct should be followed by participants in business receptions?
Test "How do you behave in a new environment?"

Select the one that suits you best from the given answer options.

1. You have come to a new workplace for the first time. What kind of team would you like to see?

a) young enough, preferably of the opposite sex, who would treat you condescendingly;

b) your age, which immediately begins to ask the price for you;

c) employees, mostly elderly, rather gloomy, constantly busy with "important" affairs and with all their appearance showing that you bring a certain kind of discomfort to their close-knit existence.

2. You enter an empty elevator. You will occupy it this way:

a) stand in the middle, showing with your appearance that you want to occupy it all;

b) stand in one of the corners, turning your back or side to the rest of the elevator;

c) stand in the middle, but so that there is a lot of space in the cockpit.

3. You get to know three members of the opposite sex, having the opportunity to choose one for further communication. Whom do you prefer:

a) young, sociable, but somewhat eccentric and unduly attracting attention;

b) middle-aged, tastefully dressed and a little ironic;

c) in years, with all his appearance showing that he occupies a high position.

4. Entering the cafeteria, you see that all the seats are occupied, there is only one, but a stranger occupies the next seat. You:

a) still take the only place, smiling affably at the unintended neighbor;

b) sit at a table, showing with all your appearance that you are completely indifferent to who is sitting next to you;

c) wait until space becomes free somewhere at another table, or leave the cafeteria altogether.

5. You would spend your vacation:

a) in a place where they have never been before;

b) only at sea, especially since there is the likelihood of a pleasant and unexpected acquaintance;

c) somewhere in the countryside.

6. If the person you like has no interest in you at all, you:

a) regretfully give up the intention to get to know him;

b) make an attempt to explain with him in order to exclude any doubts and understatement;

c) leave everything as it is - it's worse for him.

Key

Calculate the number of points using the table.

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Question number

Result

Less than 11 points. You are suspicious, do not like to open up in front of other people, believing that they are not able to understand you correctly. It is difficult to get along with people, you go to contact with reluctance, fearing that you will be criticized. You are too painful for any kind of criticism, even from close people. Apparently, you lack faith in people. Dig into yourself, for sure you will find something that interferes with your communication skills.

12 - 23 points. You are the golden mean, moderately sociable, although you also have your own small flaws, which, however, do not interfere in any way either with you or the people around you. You like to communicate, meet different people, visit different companies. But sometimes you feel shy when you find yourself in an unfamiliar environment. But don't be bothered by this, it is quite common for a normal person. You know how to equally appreciate both being in a cheerful and pleasant company, and the minutes spent alone.

24 - 36 points. You are a very sociable person, willingly make new acquaintances, you can easily make contact with any person in any company. You have a pretty good tongue hanging, often you are even more sociable than necessary. You are always happy to have the opportunity to chat with someone, meet new people. Your phone keeps ringing. But sometimes you just need loneliness and silence, otherwise you will simply "suffocate" from the abundance of contacts and communication.