Etiquette of behavior in a business society. Business behavior of the employee. Rules for using compliments

PLAN

1. Basic rules of conduct at work.

2. Business meetings.

3. Business attire etiquette.

5. Business gifts.

6. List of references.

INTRODUCTION

Business etiquette occupies a special place in the art of behavior. If, by violating certain norms of behavior in everyday life and in society, you mainly risk your reputation as a well-mannered person, then in business such mistakes can cost a lot of money and a career. The great master and teacher in the field of business relations, Dale Carnegie, argued that a person’s success in financial affairs depends fifteen percent on his professional knowledge and eighty-five percent on his ability to communicate with people. In fact, any business is the coordinated actions of many people, and the effectiveness of these actions directly depends on their ability to establish relationships with each other.

It is well known that the driving force of the economy is the needs of society and production and competition. These factors determine the continuous restructuring of national economies and the world economy as a whole, accompanied by the disappearance of individual firms and even industries and the emergence of others. At the same time, the fate of an individual employee in such difficult conditions depends not only on the fatality of fate and the will of his superiors, but also on the compliance of his qualities and potential with the tasks facing the company. It is not enough to be capable of fulfilling your mission - you must be able to play this role in front of others, so that they also believe in you. In short, you must be able to behave in a way that the right people I have a favorable opinion of you.

Thus, the ability to behave properly, i.e. observance of etiquette has now become one of the most important conditions and ways to get ahead and maintain leadership in business. In other words, firmly understand that maintaining business etiquette is one of the elements of your professional strategy.

It is not enough just to be a polite and well-mannered person. We need specific knowledge of the intricacies of this area of human relationships. And there are a great many of them: how and when to say the right word or remain silent, to give a gift appropriate to the event, how to create a social circle that is useful for business, the ability to organize a business meal and behave at it, etc. and so on. - and all with the aim that these contacts and actions have a favorable impact on the affairs of the company and your own.

Etiquette rules may vary among individual companies and industries. It is your responsibility to know these specifics in each specific case. In addition, the global nature of economic relations obliges people to know the rules of good manners of other countries. Violation of these rules leads to the severance of business ties and results in the loss of sales markets.

BASIC RULES OF CONDUCT AT WORK

How to contact whom.

Each company has its own “table of ranks”. There are employees who are called by name, others are addressed only by their first name and patronymic. Newly hired employees should carefully observe the manner in which their colleagues communicate with each other and follow their example.

If you are one of the responsible employees who are addressed by their first name and patronymic, but when talking with the boss face to face you call him by his first name, in the presence of other employees you should call him by his first name and patronymic. When you are in a more modest position, you may want to wait until the colleague you are introducing asks to be identified by his first name.

Regardless of how official the nature of the relationship between employees of a particular institution is, each of them has a name. You should not call anyone, not even your secretary, “my girl” in a conversation with anyone.

Requests for help.

Regardless of whether you have many people under your control or no one, sometimes situations arise in which you cannot cope without the help of others. These “others” could be your subordinates or simply co-workers. No matter what position you hold, you should never make a request to anyone that sounds like an order or demand. They'll be more willing to help you if you season your request with a generous helping of "thank you" and "please."

Manager's instructions.

For part of the day, each responsible employee always works together with a secretary: with her help, he sorts out mail, dictates letters to her, discusses the procedure for scheduled meetings, etc. In the routine of everyday life, the most pleasant aspects of human communication are easily forgotten, which are designed to make such meetings more joyful, but despite this, it is completely unacceptable to shout: “Lena! Come here! or carry out duties without a hint of a smile, with a gloomy expression on your face. If you address the secretary, say, like this: “Lena, when you finish composing this letter, please come to my office, I must dictate something to you,” - this address will not only acknowledge the fact, that Lena is busy at the moment, at the same time you will turn your order into a request.

When you say in a project management meeting, “Jim, Kraus's project needs some work. Could you work it into your work schedule in the next couple of days?” By doing so, you acknowledge the importance of Jim's work schedule and also, as in the previous example, make a request to him rather than give a rigid order.

By focusing attention on the word “you” and not on the word “I,” the leader thereby makes it clear to Lena, Jim, and the rest of his employees that each of them is involved in a common cause that they all serve. If you say: “I want you to come…” or: “I need you to finalize Kraus’s project,” the very tone of your request will be completely different.

Relationships with colleagues.

In some cases, asking co-workers for help can be difficult. Nobody likes lazy people and slackers who chatter on every corner about what they say at work, but in fact cannot complete a single task and constantly bother others with their questions. At the same time, everyone will consider it their duty to lend a helping hand to someone who is always willing to share their experience and knowledge with others.

Relations between men and women in the service

If we proceed from the idea of equality between men and women and are guided by the requirements of common politeness, the question of how representatives of opposite sexes should build relationships at work disappears by itself.

The door is opened by the one closest to it.

The person closest to the door enters or exits the elevator first.

The one who has the lighter at hand gives the light to someone else.

Both men and women rise from their chairs to greet a client or visitor, regardless of gender.

Both men and women shake hands; There are no rules in the service that dictate who should shake hands first.

Regardless of who invites whom to lunch, the inviter pays.

If all employees in an office share a coffee maker, both men and women take turns brewing coffee and cleaning the coffee maker. The idea that the prerogative of making coffee is exclusively a woman’s task is one of the most typical prejudices, and women are involved in “housekeeping” at work on an equal basis with men.

Personal services, such as asking a secretary to take clothes to the dry cleaner or buy a gift for the boss's wife, are not part of the job duties unless they are specifically agreed upon when hired. If someone really really needs such a service, then his request to fulfill this order should be of a personal nature.

Neither men nor women should call employees by pet names or nicknames at work.

Even when you would like to behave the same way at work as you do in a non-work environment, don't allow yourself to do so. Don't forget that a business lunch is not an invitation to a date. A woman should not wait for a man to gallantly pull out a chair for her to help her sit down, and a man should not feel obligated to do so. She will be able to take care of herself, just like her companion.

Nutrition.

If the service allows eating in the workplace, normal cleanliness rules must be followed. Don't leave dirty cups and plates everywhere. After eating, wipe off crumbs and wet stains from spilled drinks from the table. The spectacle of people eating does not bring much pleasure to those present. As soon as you finish eating, if possible, throw away any leftover food in a separate, closed trash can rather than in a trash can next to your or a co-worker's desk.

Punctuality.

Come to work on time; Don’t be late for meetings; submit reports on time; Don’t constantly look at your watch waiting for the end of the working day. If you just can’t meet the deadlines, tell your boss about it when he gives you an assignment, convincingly arguing your position.

Literacy.

Responsible corporate employees often express concern that many of their subordinates are not literate enough - they make punctuation and spelling errors, spell names incorrectly, and cannot correctly break text into sentences and paragraphs. If you lack knowledge, take a refresher course or advanced training courses. If you are simply irresponsible in your approach to business, think about how much harm your every mistake can cause to your work, and try to be more conscientious in performing your duties.

Don't waste your time.

No matter how diligent and diligent you are, it often happens that co-workers use communication with you as an excuse to justify wasting their time and yours. Sometimes they find thousands of ways to distract you from your work, but you don’t always need to pay attention to them. In most cases, you should politely get rid of their intrusiveness.

Rules of conduct for a manager with subordinates

The art of business behavior is largely expressed in the norms that guide a manager in communicating with his subordinates.

Note 1

The norms of top-down business communication are expressed in the way the manager sets tasks for his subordinates and monitors their implementation. It is thanks to the norms of business behavior of the manager in relation to his subordinates that comfort in the team is ensured.

The nature of the leader’s interaction with subordinates has a direct impact on the atmosphere in the team, which, in turn, affects employee motivation and labor productivity. The behavior of a leader is a standard, an example of business communication. Incorrect behavior by a manager can lead to irreparable consequences - psychological trauma for employees, deterioration of the psychological climate in the team, and even leaving the company.

There are some generally accepted norms of managerial business behavior that reflect the ethics of business communication:

The manager must monitor the implementation of his orders and report the results to his subordinates - this is part of his job responsibilities;
If necessary, the leader should criticize not the personality of his subordinates, but their actions;
The manager should not interfere in the personal affairs of his subordinates;
The manager must fairly evaluate the merits of his subordinates and their contribution to the activities of the organization;
The manager must pay attention not only to material, but also to moral encouragement of the employee - to take into account his successes and evaluate them;
The leader must stand up for his subordinates before his superiors;
The manager must choose the format for assigning a task to a subordinate, taking into account situational and personal factors, to ensure the ethics of the order and the effectiveness of its implementation.

Rules of behavior between subordinates and their boss

Business behavior in relations between management and subordinates is characterized, in addition to the norms of behavior of the manager, by the norms of behavior of employees. The nature of the relationship between subordinates and management is largely determined by mutual trust. When subordinates are not afraid to approach their manager, voice their opinions, and draw attention to their performance, it helps build rapport and productive business relationships.

Subordinates in their behavior towards the leader must adhere to the following standards:

The subordinate must provide the manager with all possible assistance in creating an atmosphere of fairness and goodwill within the team;
A subordinate should not comment on the manager’s actions and impose his own point of view on him, but can express his comments and suggestions, while remaining tactful and polite;
A subordinate can and should have his own opinion and is not obliged to unquestioningly obey the requirements of the manager if they go beyond the scope of his official duties;
A subordinate should not turn to his superiors “over his head”, without the knowledge of his immediate supervisor;
A subordinate should not question the dignity and authority of his supervisor in the eyes of other employees.

Rules of conduct between employees

The behavior of employees in an organization and the interaction between them is the main factor shaping the atmosphere in the team. Interaction with colleagues of equal level in the hierarchy should be carried out within the framework of business ethics - this helps to increase efficiency and productivity.

Although colleagues are often rivals for success and career advancement, they should be a team whose work contributes to the success of the organization as a whole. Employees must feel equal and behave accordingly.

The business behavior of colleagues towards employees of equal status is based on the following principles:

Employees should strive to achieve a clear division of rights and responsibilities within the team;
You should not make promises to colleagues that are impossible or inconvenient to keep;
You should not be persistently interested in the personal affairs and problems of your colleagues;
Employees should view their colleagues as individuals and treat them with respect, rather than using them to achieve their own goals.

Note 2

Each organization may have its own rules of business conduct. They are regulated by the company's code of ethics, the development and application of which is aimed at improving the business atmosphere in the team.

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Federal Agency for Railway Transport

Ural State Transport University

Department: personnel management and sociology

Abstract on the topic:

“Business conduct. Rules of business conduct in the organization"

Ekaterinburg - 2009

Introduction

1. Business communication

1.1 General provisions

1.3 Dialogue communication

1.5 Telephone communication

2. Business conversations and negotiations:

2.1 General provisions

2.2 Ethics and psychology of business negotiations and conversations

2.4 Business cards

Conclusion

List of used literature

Introduction

The relationships and behavior of people in the process of joint activities, to which each person devotes a significant part of his life, have always aroused special interest and attention from philosophers, psychologists, sociologists, as well as practitioners who sought to generalize their experience of business behavior in a particular area, correlate it with the moral norms developed by humanity and formulate the basic principles and rules of human behavior in a business (office) environment.

Business behavior is a system of actions of an individual associated with the implementation of his business interests and including interaction with partners, clients, managers, subordinates, and colleagues. Business behavior is realized through business communication, establishing relationships and making decisions that contribute to business success, as well as through respect for the interlocutor.

Business communication is a process in which there is an exchange of business information and work experience that involves achieving a certain result in joint work, solving a specific problem or realizing a specific goal.

Respect includes politeness, respect for status differences, and a combination of equality (parity) and advantage (priority). The degree of regulatory stringency depends on the situation and can vary greatly depending on the cultural and historical context.

1. Business communication

1.1 General provisions

The ability to deal with people appropriately is one of the most important, if not the most important, factor determining the chances of achieving success in business, professional or entrepreneurial activity. Dale Carnegie noted back in the 30s that the success of a person in his financial affairs, even in the technical field or engineering, depends by fifteen percent on his professional knowledge and eighty-five percent on his ability to communicate with people in this context The attempts of many researchers to formulate and substantiate the basic principles of ethics of business communication or, as they are more often called in the West, the commandments of personal public relation (can be very roughly translated as “business etiquette”) are easily explained. Jen Yager, in her book Business Etiquette: How to Survive and Thrive in the World of Business, outlines the following six basic principles:

1) Punctuality (do everything on time). Only the behavior of a person who does everything on time is normative. Being late interferes with work and is a sign that the person cannot be relied upon. The principle of doing everything on time applies to all work assignments.

2) Confidentiality (do not talk too much). Secrets of an institution, corporation, or specific transaction must be kept as carefully as secrets of a personal nature. There is also no need to retell to anyone what you heard from a colleague, manager or subordinate about their official activities.

3) Courtesy, goodwill and friendliness. In any situation, it is necessary to behave with clients, clients, customers and co-workers politely, affably and kindly. This, however, does not mean the need to be friends with everyone with whom you have to communicate on duty.

4) Attention to others (think about others, and not just about yourself). Attention to others should extend to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates.

5) Appearance (dress appropriately). The main approach is to fit into your work environment, and within this environment - into the contingent of workers at your level. You need to look your best, that is, dress with taste, choosing colors that suit your face.

6) Literacy (speak and write in good language). Internal documents or letters sent outside the institution must be written in good language, and all proper names must be conveyed without errors. You cannot use swear words. Even if you just quote the words of another person, those around you will perceive them as part of your own vocabulary.

1.2 Influence personal qualities for communication

A personality has individual traits and qualities - intellectual, moral, emotional, volitional, formed under the influence of society as a whole, as well as in the process of family, labor, social, and cultural life of a person. In communication, knowledge and consideration of the most typical traits of people’s behavior, their character traits and moral qualities become important. Business communication should be built on the basis of such moral qualities of the individual and categories of ethics as honesty, truthfulness, modesty, generosity, duty, conscience, dignity, honor, which give business relations a moral character.

The nature of communication is influenced by the temperament of its participants. Traditionally, there are four types of temperament: sanguine, phlegmatic, choleric, melancholic.

A sanguine person is cheerful, energetic, proactive, receptive to new things, and quickly gets along with people. Easily controls his emotions and switches from one type of activity to another. The phlegmatic person is balanced, slow, and has difficulty adapting to new activities and new environments. He thinks about a new task for a long time, but once he starts it, he usually completes it. The mood is usually even and calm. A choleric person is active, enterprising, has a great capacity for work, and perseverance in overcoming difficulties, but is subject to sudden mood swings, emotional breakdowns, and depression. In communication he can be harsh and unrestrained in his expressions. A melancholic person is impressionable, highly emotional, and more susceptible to negative emotions. In difficult situations, he tends to become confused and lose his composure. Little predisposed to active communication. In a favorable environment, he can cope well with his duties.

Swiss psychologist Carl Jung divided personalities into extroverts and introverts. According to his classification, extroverts are characterized by weakened attention to their inner world and focus on the external environment. They are sociable, sociable, proactive and easily adapt to different conditions. Introverts, on the contrary, are focused on their inner world and are prone to introspection and isolation. These types of temperament are, of course, rarely found in their pure form. For a more detailed classification of personality traits, the Myers-Briggs method is used, named after its creators Isabel Myers-Briggs and her mother and built on the theory of Carl Jung. The type of people according to this method is determined by selecting a person’s traits from each pair of dominant traits into four categories:

1) Extroverts (E) direct their energy to the outside world. They talk and act. Introverts (I), on the contrary, like to think before doing something. They prefer work that requires quiet mental activity.

2) Sensitives (S) are people who actively use their senses to collect information. They are realists and are well versed in the details of this world. Intuitives (N), on the contrary, see deep meaning and wide possibilities for the unfolding of a given situation, since they evaluate the world with the help of their imagination.

3) Logicians (T) make rational, logical conclusions. They can easily identify what is right and what is wrong. They analyze. Emotional people (F), on the contrary, make decisions based on their feelings (and these feelings, in turn, are based on their value system). They are tactful, compassionate and inclined to charity, and are diplomatic.

4) Rationals (J) lead an orderly, organized life, and the more events in life they can control, the better for them. Irrationals (P), on the contrary, are distinguished by spontaneous reactions and welcome new experiences.

A development of this theory of types can be considered the classification of people into four types of temperament proposed by Californian psychologist David Keirsey: NF - romantic, soft; NT - curious, logical; SJ - organized, responsible; SP - playing, free.

The most common form of business communication is dialogue communication, i.e. such verbal communication in which the moral qualities of the individual and character traits by which this or that individual is correlated with a certain type of temperament are most fully manifested.

1.3 Dialogue communication

A business conversation, as a rule, consists of the following stages: familiarization with the issue being resolved and its presentation; clarification of factors influencing the choice of solution; choice of solution; making a decision and communicating it to the interlocutor. The key to the success of a business conversation is the competence, tact and friendliness of its participants. An important element of both business and small talk is the ability to listen to your interlocutor. "Communication is a two-way street. To communicate, we must express our ideas, our thoughts and our feelings to those with whom we communicate, but we must allow our interlocutors to also express their ideas, thoughts and feelings." Questions regulate the conversation. To understand the problem, it is advisable to ask open-ended questions: what? Where? When? How? For what? - to which it is impossible to answer “yes” or “no”, but requires a detailed answer outlining the necessary details. If there is a need to specify the conversation and narrow the topic of discussion, then ask closed questions: should I? was there? is there? will it? Such questions require a one-word answer. There are certain general rules that it is advisable to adhere to when conducting conversations in a business and informal setting. Among them, the following are the most important. You need to speak in such a way that each participant in the conversation has the opportunity to easily enter into the conversation and express their opinion. It is unacceptable to attack someone else's point of view with vehemence and impatience. When expressing your opinion, you cannot defend it by getting excited and raising your voice: calmness and firmness in intonation are more convincing. Grace in conversation is achieved through clarity, precision and conciseness of the arguments and considerations expressed. During the conversation, it is necessary to maintain composure, good spirits and goodwill. Serious controversy, even if you are confident that you are right, has a negative impact on mutually beneficial contacts and business relationships. It must be remembered that after a dispute there is a quarrel, after a quarrel - enmity, after enmity - the loss of both opposing sides. Under no circumstances should you interrupt the speaker. Only in extreme cases can a remark be made with all possible forms of politeness. A well-mannered person, interrupting the conversation when a new visitor entered the room, will not continue the conversation until he briefly acquaints the newcomer with what was said before his arrival. It is unacceptable in conversations to slander or support slander against those who are absent. You cannot enter into a discussion of issues about which you do not have a sufficiently clear understanding. When mentioning third parties in a conversation, you must call them by their first name and patronymic, and not by their last name. A woman should never call a man by his last name.

1.4 Group forms of business communication

Along with dialogue communication, there are various shapes group discussion of business (office) issues. The most common forms are meetings and meetings. Management theory offers the following most general classification of meetings and conferences according to their purpose:

Informational interview. Each participant briefly reports on the state of affairs to the supervisor, which avoids filing written reports and allows each participant to gain an understanding of the state of affairs in the institution.

Meeting to make a decision. Coordinating the opinions of participants representing different departments and divisions of the organization to make a decision on a specific problem.

Creative meeting. Using new ideas, developing promising areas of activity.

There are a number of other classifications of meetings, including by scope: in science - conferences, seminars, symposia, meetings of scientific councils; in politics - party congresses, plenums, rallies. Meetings can be divided into technical, personnel, administrative, financial, etc. by topic.

1.5 Telephone communication

The main requirements of the telephone communication culture are brevity (conciseness), clarity and clarity not only in thoughts, but also in their presentation. The conversation should be conducted without long pauses, unnecessary words, turns and emotions. It means a lot how quickly a person picks up the phone - this allows you to judge how busy he is, to what extent he is interested in being called.

Jen Yager outlines the most important principles of telephone ethics:

1) If you are not known where you are calling, it is appropriate for the secretary to ask you to introduce yourself and find out what issue you are calling about. Identify yourself and briefly state the reason for the call.

2) It is considered a violation of business etiquette to impersonate a personal friend of someone you are calling, only so that you can be connected to him more quickly.

3) The biggest violation is not to call back when your call is expected. You must call back as soon as possible.

4) If you call the person who asked you to call, but he was not there or he cannot come, ask him to tell you that you called. Then you need to call again, or tell them when and where you can be easily found.

5) When the conversation is going to be long, schedule it at a time when you can be sure that your interlocutor has enough time to talk.

6) Never talk with your mouth full, do not chew or drink while talking.

7) If the phone rings and you are already talking on another phone, try to finish the first conversation, and only then talk in detail with the second interlocutor. If possible, ask the second interlocutor what number to call back and who to call.

2. Business conversations and negotiations

2.1 General provisions

In political, entrepreneurial, commercial and other areas of activity important role business conversations and negotiations play a role. Not only individual researchers, but also special centers study the ethics and psychology of negotiation processes, and negotiation techniques are included in training programs for specialists in various fields. Business conversations and negotiations are carried out in verbal form (English verbal - verbal, oral). This requires participants in communication not only to be literate, but also to follow the ethics of verbal communication. In addition, what gestures and facial expressions we use to accompany speech (non-verbal communication) plays an important role. Knowledge of non-verbal aspects of communication acquires particular importance when conducting negotiation processes with foreign partners representing other cultures and religions.

2.2 Ethics and psychology of business conversations and negotiations

Business conversation involves the exchange of opinions and information and does not imply the conclusion of contracts or the development of binding decisions. It can be independent, precede negotiations or be an integral part of them. Negotiations are more formal, specific in nature and, as a rule, involve the signing of documents defining the mutual obligations of the parties (agreements, contracts, etc.). The main elements of preparation for negotiations: determining the subject (problems) of negotiations, searching for partners to solve them, understanding your interests and the interests of partners, developing a plan and program for negotiations, selecting specialists for the delegation, resolving organizational issues and registration necessary materials- documents, drawings, tables, diagrams, samples of offered products, etc. The course of negotiations fits into the following scheme: beginning of a conversation - exchange of information - argumentation and counter-argumentation - development and decision-making - completion of negotiations.

The first stage of the negotiation process can be an introductory meeting (conversation), during which the subject of negotiations is clarified, organizational issues are resolved, or a meeting of experts that precedes negotiations with the participation of leaders and members of delegations. The success of negotiations as a whole largely depends on the results of such preliminary contacts.

The most optimal days for negotiations are Tuesday, Wednesday, Thursday. The most favorable time of the day is half an hour to an hour after lunch, when thoughts about food do not distract from solving business issues. A favorable environment for negotiations can be created, depending on the circumstances, in your office, a partner’s representative office or on a neutral territory (conference room, hotel room suitable for negotiations, restaurant hall, etc.). The success of negotiations is largely determined by the ability to ask questions and receive comprehensive answers to them. Questions are used to control the progress of negotiations and clarify the opponent's point of view. Asking the right questions helps you make the decision you need.

Successful business conversations and negotiations largely depend on partners’ compliance with such ethical standards and principles as accuracy, honesty, correctness and tact, the ability to listen (attention to other people’s opinions), and specificity. And finally, a negative outcome of a business conversation or negotiation is not a reason for harshness or coldness at the end of the negotiation process. The farewell should be such that, with a view to the future, it allows you to maintain contact and business ties.

2.3 Business breakfast, lunch, dinner

Quite often, business conversations take place in an informal setting (cafe, restaurant). This requires the ability to combine solving business issues with meals. Usually there is a business breakfast, lunch, and dinner. They are united by some general principles that apply in all three cases, in particular, generally accepted table manners. However, each of these forms of business communication has its own characteristics. Business breakfast- the most convenient time for meetings of those who work hard during the day. Duration - about 45 minutes. Not recommended for a business meeting between men and women. Business lunch allows you to establish good relationships with partners and get to know your clients better. 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 taken up by small talk, which usually precedes the business conversation. Business dinner It is more formal in nature than breakfast or lunch, and in terms of the degree of regulation it approaches a reception. This determines the type of invitations (written, not telephone), the features of clothing (dark-colored suit). The duration of a 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 about your goals and understand whether a more relaxed atmosphere of the feast will contribute to their solution. It may be easier to resolve these issues in the office or over the phone. Each meeting related to a feast can take from one to three hours, and you need to treat your own and other people’s time with the utmost respect.

Meeting point. When choosing a meeting place, it is necessary to show good manners and tact. When you are interested in a conversation, you can show your respect for the person by setting a meeting place closer to his place of work. The level of the restaurant should correspond to the position occupied by the people you invite.

Organization. It is necessary to strictly adhere to pre-agreed agreements on the place, time and composition of meeting participants (who, where and when will meet). Only if absolutely necessary can changes be made to the pre-approved plan.

Seating at the table. If a reservation has been made, it is good practice to wait until all the guests have arrived and only then sit down at the table. If you need to sort out papers and you are only meeting with one person, it is preferable to sit at a table for four rather than for two. In this case, there will be good reasons to ask the person to sit to your right rather than opposite.

Payment. The bill must be paid either by the person who first suggested meeting, or by the person who occupies more high position. If the situation could be misconstrued as an attempt to gain someone's special favor, it should be suggested that everyone pays for themselves. This is especially true for representatives of the media and government officials at all levels: breakfast of a journalist or official at someone else’s expense may be considered an attempt to influence the press or a manifestation of corruption of government authorities. However, the most general approach would still be this: the inviter takes on all expenses.

Gratitude. After a business breakfast, lunch or dinner, it is customary to at least thank the person who invited you. More appropriate, however, is a thank-you note, although this element is often neglected in business relationships.

2.4 Business cards

The business card is widely used in business relations and protocol diplomatic practice. They are exchanged when meeting, used for introductions in absentia, expressing gratitude or condolences, flowers, gifts are sent with them, etc. Business cards are produced using a printing method. The text is printed in Russian, on the back - in a foreign language. Indicate the name of the institution (company), first name, patronymic (in domestic practice), last name, and below them the position of the owner. Be sure to indicate the academic degree (title), in the lower left corner - the full address, in the right - telephone and fax numbers.

The size of business cards and the font in which the text is printed are not strictly regulated. They are significantly influenced by local practices. We have adopted the following standard - 70x90 or 50x90 mm.

Women, according to tradition, indicate only their first, middle and last names on business cards. However, nowadays, taking an active part in business life, women are increasingly following the rule of providing more detailed information about their position, academic degree and title.

As a rule, business cards are exchanged in person, adhering to the principle of reciprocity. A person who pays a visit to another person must leave his business card. When a business card is delivered to the addressee personally by its owner, but without paying a visit, it is folded on the right side along the entire width of the card. This rule applies more to diplomatic practice. In some cases, business cards are sent by mail or courier (the latter guarantees timely delivery).

When leaving or sending business cards, which replaces a personal visit, in the lower left corner, depending on the specific case, the following abbreviated inscriptions are made in pencil:

P.r. (pour remercier) - when expressing gratitude;

P.f. (pour feliciter) - when congratulating on the occasion of a holiday;

P.f.c. (pour faire connaissance) - when expressing satisfaction with an acquaintance;

P.f.N.a. (pour feliciter Nouvel an) - for congratulations on the occasion of the New Year;

P.p.c. (pour prendre conge) - when saying goodbye, when there was no farewell visit;

P.c. (pour condoler) - when expressing condolences;

P.p. (pour presenter) - when introducing or recommending another person upon arrival, by way of correspondence acquaintance.

Business cards may also contain other inscriptions. At the same time, we must remember that they, as a rule, are written in the third person, for example: “Thanks for the congratulations,” “Congratulations on the holiday...”, etc.

There are simple but mandatory rules for presenting a business card: it must be handed to the partner turned so that he can immediately read the text. You should say your last name out loud so that your partner can more or less learn the pronunciation of your name. In Asia they are supposed to be given with both hands; in the West there is no special order in this regard. You should also accept business cards with both hands or just your right hand. At the same time, both the presenter and the receiver exchange slight bows. Having accepted the business card, you need to read his name out loud in the presence of your partner and understand his position and position. During negotiations, you should put business cards in front of you so as not to get confused with names. It is better to sort them in the order in which the partners are sitting in front of you. You cannot crumple other people's business cards, make notes on them, or twirl them thoughtfully in front of the owner. This is perceived as disrespect and even insult. It will seriously tarnish your reputation if you do not recognize the person with whom you once exchanged business cards.

Conclusion

The behavior of participants in business interaction is largely determined by the relationship of their statuses. At the same time, a superior has a higher status in relation to a subordinate, a senior in relation to a junior, a woman in relation to a man, a more experienced one in relation to a newcomer, a group in relation to one person. The one who has a higher status has priority, advantage. Sometimes status relationships are contradictory. In practice, the priority of the elder and the priority of the woman often find themselves in a competing relationship. This contradiction is resolved depending on the situation, the difference in status, established relationships and the personal will of the senior in position. In a more formal setting and with a significant difference in official position, the status of a male boss is certainly higher than that of a female subordinate. In a less formal setting, a boss may give priority to a woman as a courtesy, such as letting her through the door. In this way, he will show his good manners and goodwill. A woman should not decide for herself about her status advantage, but she should not refuse the privileges given to her by her boss.

Compliance with the norms of business behavior requires certain efforts, self-control and self-restraint, and at the same time ensures a combination of extra-personal requirements, conditions and tasks of society with behavior and manifestations of personality. Thus, business behavior is an important component of business communication, ensuring at the behavioral level the coordination of the interests of all its participants.

References

Sukharev V. A. To be a business person. - Simferopol, 1996

Chestara J. Business etiquette. - M., 1997

Conducting business conversations and negotiations. How to achieve your goal. - Voronezh, 1991

Braim M. N. Ethics of business communication. - Minsk, 1996

Debolsky M. Psychology of business communication. - M., 1991

Mirimsky L.Yu., Mozgovoy A.M., Pashkevich E.K.

Business relations in entrepreneurial activity. Business ethics course. - Simferopol, 1996

Peculiarities

It often happens that company employees have no idea about the rules of communication among themselves in a team, and this entails an inability to find contact with superiors and colleagues. In this case, the employee feels at a dead end when the need arises to ask for a salary increase, or to competently introduce himself to new employees or the director.

From the above, we can conclude that knowledge of the rules of correct communication for business is the key to successful business management and the main indicator of an employee’s professional skills.

So, in order to delve deeper into this topic and gain new knowledge and rules, you need to know the features of this area.

Business etiquette is divided into the following categories:

Nonverbal behavior - gestures, manners (handshakes, manner of sitting, positioning among colleagues).
Protocol issues: first meeting, introduction to colleagues or superiors, location of a person in a hotel.
Behavior of boss and employee.
Reception rules for owners and visitors of restaurants, cafes, etc. (table setting, tips, arrangement of guests at the table).
Dress code. It refers to the rules for choosing a costume and designing the appearance according to the main criteria.

Rules for drinking alcoholic beverages.
Peculiarities of behavior in different countries (China, Japan, Germany, India and many other countries require different manners of behavior that correspond to national traditions).
Negotiation techniques using the telephone.
Rules for online conversation.
Verbal rules of communication - the way of constructing sentences, using certain words, regulating intonation, etc.

The concept of business etiquette includes all norms and groups of behavior in the office.

Functions

It may seem that the existing rules of communication that should be followed in society are also suitable for business. In order to decide on this issue and dispel doubts about the need for knowledge in the field of work etiquette, let us first consider its functions.

Business etiquette is one of the main aspects of professional activity. Often, a large part of the success of a deal lies in the ability to make the right impression on a person.

Statistics show that due to ignorance of the basics of this area, almost 70% of transactions beneficial to domestic businessmen did not take place.

Recognizing the enormous importance of correct behavior in business, the Japanese spend billions of dollars a year. This is not to say that this investment is pointless: the success of the company and transactions depends on the employee’s ability to interact in the business field and invest effort in the overall company.

Unfortunately, a great many domestic entrepreneurs in Russia are not so familiar with professional etiquette. This is not due to the individual’s reluctance to learn new things, but due to ignorance of the importance of rules of behavior. It is worth noting that meetings between domestic and foreign entrepreneurs often occur. To successfully draw up transactions in such circumstances, it is necessary to know the intricacies of interaction with foreign citizens.

Modern etiquette is almost the same in many countries, although their cultures are different. When forming these rules, all components of the national culture are taken into account.

Basic Rules

Here are some rules that will serve as the foundation for building relationships with colleagues and superiors at work:

The Golden Rule of Ethics: “Do unto others as you would have them do unto you.”. In truth, this is the main rule of communication in all areas of life. A person subconsciously perceives your mood based on verbal and non-verbal signs. Consequently, he feels both positive and negative attitudes directed towards him. If you greet a person with a warm smile, he will most likely return the same. The same rule applies to a casual gesture or a cold greeting.
Your clothes shouldn't attract too much attention. Everyone wants to be beautiful, but in some situations, an abundance of accessories, a revealing neckline or an overly bright suit can work against you. The other person will not be able to focus on the essence of the conversation or simply take you seriously. The understated style is best suited for a business setting.

Punctuality is the main rule of successful work. Don't be late or put off work for a long time. The ability to do everything on time demonstrates a serious attitude towards work and earns respect from colleagues and superiors. A punctual employee has a better chance of getting promoted and remaining in good standing with his superiors.
Always watch your speech. You must express yourself clearly and competently. The ability to speak beautifully has been valued at a high level since ancient times. The notes and notes you write should be informed and uncluttered.

Do not use obscene or slang expressions under any circumstances! In this case, you will not show yourself in the most positive light.

Subordination is mandatory. You cannot mix personal and professional relationships, otherwise this will lead to disastrous consequences for both the first and the second relationships.
This rule is related to the previous one: don't talk too much about yourself. You always need to be able to keep your distance from a person. Otherwise, there will be insubordination with colleagues or superiors, or even an abundance of rumors arising from your own stories.

Subtleties of conversation

Business correspondence

Real time conversation

The most important rule is to show respect for your interlocutor. It is necessary to limit all topics that can take the conversation out of a positive direction. Discussing strangers, focusing on them appearance, marital status, rumors or illnesses are completely unacceptable. In this case, you may be suspected of slander, which will cause the interlocutor to have negative feelings towards you.

Attacks, even minor ones, towards the interlocutor are the most unsuccessful step for building a business relationship.

Speak calmly, try to avoid expressive gestures and topics that could turn your conversation into an active discussion. If you sense that a controversial topic is about to arise, try to politely and unobtrusively change the topic of conversation. If you want to object to your interlocutor, you need to do this in a calm, even tone.

There is a type of people who, due to their temper, immediately nullify all their opponent’s arguments and rush to convince him otherwise, without even allowing the interlocutor to speak out fully. This is a grave mistake. Don’t try to hammer your point of view into your opponent’s head, just express it calmly and fully, and then there is a high probability that he will support you. But you shouldn’t do the opposite: hastily agree with everything a person says, as this is no less annoying than constant disagreement.

Know how to pause in communication, focus all your attention on the interlocutor. Listen carefully to what he says, you can react with quiet interjections or nodding your head. In this case, the speaker will be pleased to communicate with you, contact will already be established.

Your voice should not be too loud or quiet, it is unacceptable to raise it at your interlocutor, or speak in a threatening or mocking tone. It is advisable not to delay the interlocutor for more than 10 minutes, otherwise the conversation may bore the person. Change your interlocutors, expand your social circle - in this case, the correct time limit for the conversation will be observed.

If the conversation has dragged on, the topics for conversation have ended, and you anticipate an awkward pause, in a good way stopping the conversation is the intention to pour water, make an urgent phone call, etc.

Rules for communicating by phone

Talking on the phone is of great importance when conducting business conversations, as this means allows you to give orders, ask for something and conduct a business conversation. Telephone conversations are especially useful in cases where the interlocutor is far away. A telephone conversation determines how willing a person is to deal with you in real time, so this part of etiquette should be taken seriously.

A special feature of telephone conversations is the obligatory ability to briefly and clearly present the main idea and receive an answer. At the same time, the less time you take away from the subscriber, the better. For example, an employee of a Japanese company is obliged to resolve all issues that arise over the phone within three minutes, otherwise he will simply be left without work.

If you monologue for too long and take up a lot of the person's time, you will likely become annoying and develop a reputation as a chatterbox.

The foundation for successful telephone conversations is tact, goodwill (this applies not only to words and expressions, but also to your tone), and the desire to quickly help your interlocutor with his problem. It is important to establish mutual trust, which is based primarily on your positive attitude.

The speaker's true mood is always noticeable, no matter how hard he tries to hide it.

There is no need to talk slowly and quietly. Moderate expression plays a big role in this case. The ability to interest the interlocutor and rivet his attention to the object of the conversation depends on it. You need to speak convincingly and with full confidence in your knowledge and competence.

Don't neglect the importance of intonation: psychologists say that a person perceives almost half of the information through the intonation of the interlocutor. Speak calmly and evenly, do not try to interrupt your interlocutor.

If you have negative emotions towards the speaker, do not show your true attitude and adhere to goodwill and politeness in any case.

If the other person is in a bad mood and tries to take it out on you by making unfounded accusations and starting an argument, do not answer him in kind. Partially agree with his opinion and try to understand his motives. Try to avoid highly professional expressions that can lead your interlocutor to a dead end: state everything as clearly and clearly as possible, but in a businesslike tone.

Talking on the phone can be complicated by the fact that listening to city names, complex names and terms can be difficult. Pronounce long words slowly and syllable by syllable; if the subscriber writes down the address during a conversation, then you can dictate it letter by letter - this obviously will not harm anyone.

Here is a small list of phrases that you may need when communicating on the phone.

Requests:

“Excuse me, could you call us a little later? »
“Please repeat again if you don’t mind.”

Apologies:

“I apologize for the late call.”
“I apologize for the forced long conversation.”

Gratitude:

“Thank you for your advice, we will definitely take your suggestions into account.”
“Thank you for giving us your attention.”

Wishes:

"All the best".
"Have a nice evening".

Answers to any requests:

“Of course we will help you.”
"Yes please".

Replies to apologies:

“No need to apologize, everything is fine.”
"Do not worry".

Responses to gratitude:

“It was my pleasure to do you a favor.”
“Well, that’s my job.”

Mistakes you can make when talking on the phone:

If you doubt that the subscriber you need is in touch, it’s better to clarify: “Excuse me, is this number 536-27-679? “There is no need to ask: “Did I get there? " "Who are you? “If you have dialed a caller and urgently need to take a break from the call, tell him that you will call back in a couple of minutes. Don't keep the person on the line waiting.
Try to dial exactly the verified number. Don't ask a question like, “What are you doing on Friday night? “This is not a very correct construction of the question, which will force the subscriber to state his personal affairs or admit that he is not busy with anything. It is better to clarify whether meeting him at this particular time will not be difficult.

It is incorrect to say “yes” or “hello” at the beginning of a conversation. It’s better to politely say hello and say the name of the company.

You need to call at the right time. Night or lunchtime will definitely make it difficult for your interlocutor. Before starting telephone conversations, make a short conversation plan so that the conversation does not get out of hand. Don't have parallel dialogues.
Avoid long monologues and remember to listen to your interlocutor. Questions like “Who am I talking to? " "What would you like? “sound extremely rude and turn a business conversation into a classic interrogation.

International etiquette

The peculiarities of negotiating with foreigners lie not only in the difference in customs, but also in national character traits. For example, Americans and Italians can freely speak in a raised voice, while the British try to have a calm conversation. Latino interlocutors have a habit of being close to each other while exchanging information, while for other nationalities it is important to maintain distance.

Greetings are different in every country. In some countries, shaking hands with women is inappropriate, so the logical thing to do is wait for the woman to extend her hand to you. The handshake should not be too strong. In Latin America people usually greet with hugs; in Asian countries they often bow. In France and Mediterranean countries, people often greet with a kiss on the cheek.

Most often, the main task in the exchange of information is the correct interpretation of sentences by the translator. You should avoid using ambiguous phrases and speak slowly and clearly. Do not provide quotes from poems, phraseological units and similar expressions - they will be difficult to translate, since translating such expressions takes a lot of time.

Hold a knife in your right hand and a fork in your left, open the door and give women your hand... The rules of etiquette are firmly entrenched in our lives, if a person follows them, then the attitude towards him improves significantly. However, business also has its own rules, on which the success of negotiations, obtaining a profitable partnership or acquiring valuable connections. The principles of business etiquette allow you to achieve great heights. Unfortunately, not everyone understands the importance of these principles. If you want to achieve something in life, then you need to behave accordingly. There are not many rules, but they can open all doors for you.

Rules of business etiquette and criteria for success

Business is a rather complex environment where the strongest survive. You need to have a lot of advantages - be a good speaker, an experienced specialist, be able to defend his point of view. A good businessman is a combination positive qualities, from which reputation is formed. Reputation cannot be created in one day, it becomes the result of hard work. An important step to acquiring a good reputation is business etiquette.

Save time

Precision is the courtesy of kings, says the famous proverb. In business, you need to constantly be a king - come to all meetings and appointments on time, and not make others wait. Trust in a person who is constantly late gradually decreases. In the eyes of his partners and colleagues, he looks unreliable, unable to work in the modern rhythm of life. Time Management Basics are not only about punctuality, but also about accuracy. Don't overload other people with unnecessary information and meaningless conversations. The ability to value other people's time is an integral part of business etiquette. If you can plan your day correctly, pay due attention to important matters, if you respect your environment, you will acquire an irreplaceable assistant in the form of a reputation. It is always worth remembering that time is money.

Organizing your workspace

A desktop can say a lot about a person. Piles of papers, dust, garbage and a dirty cup - this is far from the most ideal workplace. If a person keeps his desk in order, then his thoughts are in order. Moreover, it significantly helps in work. Finding an important document will not be difficult. And you are unlikely to find that a sticky coffee stain has spread on a lucrative contract. Cleaning up your desk is not that difficult, even during important work. will come to the rescue Japanese 5S system.

Politeness and respect

No one will communicate with a boor who uses only strong expressions in his speech, and breaks into a scream at every opportunity. In business, as in life, if you know how to respect your interlocutor and do not try to insult or humiliate him, then it will be easier for you to establish contact. You need to respect the other person's point of view, even if it doesn't match yours. You should not act only in your own interests. Respect for partners is an important quality of a good businessman. But excessive altruism is also not encouraged, otherwise you may get a reputation for being too soft and will be crushed by competitors.

Working spirit

Many employees devote minimal effort to performing their job duties - constantly drinking tea, chatting on the phone, communicating on social networks. This negatively affects not only productivity, but also the reputation of employees. If you know how to work at work, then your career will quickly take off. Management will definitely be interested in an active specialist, and more prestigious companies may pay attention to you. And if your reputation as an employee is not trustworthy, then you can’t expect career growth.

Dress appropriately

Probably many people with modern views pay minimal attention to this point. However, statistics show that the best deals are made by businessmen in elegant business suits, with expensive accessories and with a presentable appearance. It's possible that human appearance- this is far from the most important thing in business, but it’s worth remembering that people are greeted by their clothes. There will be more trust in someone who follows the office dress code, rather than in someone who comes to a meeting in old jeans and a sweater. Women should not look too vulgar and provocative. These standards of business etiquette should be taken for granted and complied with. Even if it doesn't coincide with your views.

Attention to gestures

Body language can tell much more about a person than it seems. The rules of business etiquette require a minimum of tactile contacts - the only exception is a handshake. You should not hug or kiss your colleagues or touch them during a conversation. Respect personal space boundaries. Not everyone enjoys the touch of a stranger. It is not so easy to follow gestures while speaking. Many people can detect lies or understatements just by hand movements or facial expressions. You should control yourself, be restrained and confident. No need to fuss - a straight back, clear movements and a firm gaze will set you apart from the rest.

Unity of rules

Rules of business etiquette exist not only for men, but also for women. They should not be confused with secular etiquette, where a woman is allowed more than a man. A business woman should shake hands with partners on equal terms, behave with restraint, and avoid coquetry, flirting or affectation. Even romantic people can become business sharks if they behave accordingly. You should not expose your character traits to everyone. If at home you love pink bears, then at work you should be strict and restrained. Otherwise, male colleagues may not want to cooperate with you. For women at work, there should be no problems such as a sick child, a conflict with her husband, or a banal purchase of a new handbag. All these worries should be left at home, this is the only way to get to the top of the business.

Relationships in the team

Communication with colleagues and superiors significantly affects the performance of the team and the results obtained. A boss should not publicly accuse his subordinates of incompetence, even if they made a mistake. Reprimand must be personal and take place without prying eyes. You should only resort to public reprimand if the mistake is repeated, if the subordinate does not accept your instructions. There is no need to single out favorites and scapegoats. The etiquette of a business person presupposes that the boss treats each team member equally and equally encourages or punishes his subordinates.

Relationships between colleagues should also be smooth. You should not have affairs at work, otherwise it will lead to a deterioration in the overall result. You need to separate work and personal life. Often in groups, unique “circles of interests” are formed, victims appear who are bullied (this is called mobbing), favorites who are envied. This shouldn't happen in a normal team. Such behavior not only reduces overall performance, but also negatively affects the reputation of individual team members. You can hardly succeed if you have a reputation as a gossip. In a normal team, people are not ridiculed for miscalculations and mistakes, but are offered help.

Service hierarchy

Business ethics and business etiquette assume that a person's status is determined by the official hierarchy, and not by age or gender. It is possible that a man will have to work with a female boss, or an adult may be subordinate to a young manager. In any case, subordination must be observed.

Business speech etiquette

Speech etiquette in business communication is necessary not only for oral, but also for written negotiations. Business documents must be drawn up correctly. Avoid dry phrases and clericalism that make your letters boring and monotonous. But use conversational style no need either.

It is important to learn how to talk on the phone. Empty calls that last for tens of minutes reveal that a person is unprofessional. If you have an important conversation on the phone, then prepare for it in advance - write a list of questions, draw up a plan for the conversation, and indicate the desired result. This way you can quickly come to an agreement without wasting your time or the time of your interlocutor. Be sure to introduce yourself first if you make a call.

Business communication etiquette also includes netiquette - the art of communication on the Internet. With the development of technology, many issues are resolved through email. Often we are forced to respond to comments on social networks. The rules advise you to always leave your contacts - e-mail, Skype or other means of communication, so that the interlocutor knows who to contact. Moreover, you should also be polite on the Internet. Not all users leave pleasant comments, but it is not appropriate to respond to rudeness with rudeness. If you see negative reviews addressed to you, then you should explain to the user why the mistake was made and try to correct it, if possible.

Rules for receiving delegations and conducting negotiations

Beneficial contracts and agreements are concluded during negotiations. Often partners come from other cities and countries. Rules of business etiquette indicate how to receive delegates, how to seat them correctly, how to plan a meeting, and so on. A successful businessman must think through everything down to the smallest detail - meeting partners at the airport or train station, transfer to the hotel, choosing a conference room, excursion program. Foreign delegations pose a particular challenge. The culture of European countries differs significantly from the culture of Asian or Muslim countries. Often, third-party companies are hired to receive foreign delegates who know all the intricacies of the dress code, food and communication with foreign colleagues. For example, when meeting with Muslim partners, you need to dress discreetly, especially for women. They prefer light makeup, long skirts, and no cleavage. The food for foreigners also follows the rules - no pork or alcohol, you must leave time for prayer. There are quite a lot of difficulties and peculiarities in receiving delegates; if you are unsure of your abilities, then you should invite specialists to organize it. Any minor detail can significantly damage your reputation and negatively affect the outcome of negotiations.

Features of business etiquette also include the ability to negotiate. The time for discussion should not exceed 2 hours, otherwise the partners will get tired and the discussion will decline. The choice of strategy depends on the relationship with partners and the desired result. Before negotiations, draw up a discussion plan, logically justify your point of view, so that you can then present the necessary arguments. Use the pronoun “we” more often to indicate common interests. If your partners understand that you associate your own success with their benefit, then they will more easily accept your terms. At the end of the negotiations, be sure to summarize the results to record everything that was achieved. It is also worth making intermediate results during the conversation.

Following the rules of business etiquette allows you to achieve success in business. This is not the main quality that a business person should have, but knowledge of these features can play an important role when signing contracts or concluding agreements. It is worth remembering that in Russia about 68% of transactions fail only due to ignorance of the rules of etiquette. If you know and follow all the subtleties, you will be several steps ahead of your competitors. With business etiquette, all doors in the business world open.

P.S. Etiquette training at the best international schools

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