Always be in the mood. Business Etiquette

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

2.Speech etiquette.

3. Basic etiquette standards in business communication.

The concept of “etiquette” entered the Russian language at the beginning of the 18th century. Behavior rules, accepted in Rus' were set out in the “Teaching” of Vladimir Monomakh and in “Domostroy”. In everyday language, the concept of “decency” is sometimes used, that is, what an individual can or cannot do in interaction with others. As a translation from French, the word “etiquette” or “label” first denoted the seating order of status guests at the table, and then became a general generic concept to describe regulated behavior.

Etiquette is a system of orders, rules and forms of social-role communication.

Functions of etiquette: regulatory (behavior in a situation); symbolic (attitude to the situation and partner); communicative (form of communication).

Experts distinguish several types of etiquette. The most well-known concepts: secular etiquette, business etiquette, official etiquette, diplomatic etiquette, professional etiquette.

The main difference between these types is the degree of formality and breadth of scope. Business etiquette is the rules adopted in the field of business communication. Official etiquette (inside business) includes the rules of official hierarchy and distance, while social etiquette emphasizes the equality of subjects entering into communication.

The main requirement of office etiquette can be briefly formulated as a parental call: “You are not at home.” Organizational knowledge is determined by role and professional status. This means: 1. Compliance with the rules of behavior in regulated space - time. 2. Recognition and mutual teamwork of the role of the Chief. That is: Any event begins in the presence of the boss. Any initiatives pass through the levels of the service hierarchy. 3. Recognition and mutuality of the role of the organization. That is: Recognition of the interests of the organization as superior to personal interests. Loyalty to the organization. Dosing information about the organization. 4. Any real relationship (love, friendship, friendship, hostility) is disguised as a “manager-subordinate”, “colleagues”, “partners” relationship.

Etiquette components: appearance and clothing, manners, rules of conduct in regulated situations and speech culture.

Rules of behavior in the private and public spheres very much depend on national characteristics. That is why experts especially highlight “ethnoetiquette,” that is, the rules and norms of communication adopted in a region (Europe, Asia, Africa) or in a particular country (Germany, England, Japan). Universal rules exist, they constitute the so-called international etiquette, but they are few.

1. This is to ensure partnerships. Priority of maintaining relationships in controversial situations; concern for “saving face” of the partner; equal exchange of visits, gifts, messages.

There are official protocol events: meetings and farewells, speeches to the press, etc., which require the unification of procedures and ceremonies.

General requirements for formal clothing.

Ethnic etiquette and the possibility and necessity of its use are dictated by the intensity of contacts in modern business life. It is difficult to give specific advice here; some general recommendations can be mentioned.

The handshake is a universal form of greeting accepted throughout the world. At the same time, in Eastern countries, imposing physical contact is regarded as bad manners. Advice: when in an unfamiliar country, do not shake hands first to avoid an awkward situation. The same applies to a smile, a direct gaze, and demands for punctuality. Attitude to food, attitude to gifts, national clothing - all this requires attention, competence and tact when we're talking about about a foreign partner.

SPEECH ETIQUETTE is a technology for conducting any conversation. Speech etiquette is a set of semantic speech structures, the use of which is mandatory from the point of view of streamlining communication and increasing its comfort. Speech etiquette depends on the nature of relationships and the characteristics of national culture, but in principle there are universal norms of speech behavior that ensure success/failure in a specific situation. Speech etiquette forms include address, greeting, compliment, sympathy, farewell. Speech etiquette norms include “small talk.” At the same time, we are talking about meaningful constructions and formulas of emotive communication that express your attitude towards your partner.

Appeal. In etiquette, special importance is attached to address - the future relationships between people largely depend on the correctly chosen form, tone, and energy of the voice. At the same time, there are certain standards of treatment adopted in official and informal settings.

Selecting a form of appeal reveals social hierarchy, and with equal social status shows the nature of personal relationships between partners. Sun We know that a person should be addressed by name, but by far the minority of participants in communication use this simplest way to win favor. Treatment depends to the greatest extent on the national-cultural characteristics and personal relationships of the partners. For example, in Russian business culture, the etiquette norm of addressing each other by name and patronymic remains. At the same time, during introductions, the middle name is often omitted, regardless of the age and status of the person being represented. In America, calling by name is practiced, however, with the prior permission of the partner. In German, it is possible to address people by surname and title. In any case, the rule applies: regardless of personal relationships, address in an official setting in the presence of other people must be official. If you find it difficult to say “You” to your former classmate, use more impersonal forms. Please note that you can demonstrate your intimacy with one partner to another by changing your communication styles. Changing the style of address, for example, “You - You form,” can be aimed at increasing or decreasing the status of the interlocutor, at demonstrating an intention to get closer or at a desire to distance oneself. A change in style of address occurs on the initiative of someone older in age and status. In this case, you need to express agreement and try to change the form in the next phrase. If it doesn’t work out, say that you will get used to it gradually. But you shouldn’t tolerate it if, under equal conditions, you say “you” and you say “you”. In relation to a woman, it is more often the man who takes the initiative. This is allowed, but refusal on her part is also not a violation of etiquette.

In everyday life, appeals can be very diverse. The main condition is that they should not be familiar or offensive to a person.

In modern Russian there are no established forms of addressing to a stranger, therefore, it is recommended to use an impersonal form of address: “Please forgive me...”, “Excuse me...”, “Please be kind...”, “Please be kind...”, “Please tell me...”, “Allow me...”, etc. These phrases are the most common forms attracting attention, followed by a question, request, proposal. The address “Mr.” plus a surname, accepted today in political and business circles, has not yet become widespread. The choice of form of addressing the audience depends on its composition, the size of the audience and the status of the event. Today, the most common forms of addressing the audience are: “Ladies and gentlemen”, “Gentlemen”, “Dear colleagues”, “Dear friends”, etc.

Today, when international contacts have increased unusually, the form of addressing a representative of another country, a foreign partner, is also becoming important. In an informal setting, it is customary to address a citizen of another country with the words “Mr.” plus the last name, for example, “Mr. Johnson.” When addressing officials with state status (regardless of rank), military diploma or religious rank, as a rule, they do not mention the name. For example, “Mr. President”, “Mr. Minister”, “Madam Ambassador”, “Mr. General” (without calling the full rank “Major General”, “Lieutenant General”), “Mr. Secretary”, etc.

Etiquette also provides for such a remarkable detail: usually, when addressing an official, he is slightly promoted. Thus, a deputy minister is called “Mr. Minister”, a lieutenant colonel is called “Mr. Colonel”, an envoy is called “Mr. Ambassador”, etc.

If you have a scientist in front of you, then you should address him as “Dr. Keller”, “Professor Wilson”. In many countries, especially Germany and England, the title of doctor is given to anyone with a university or medical education. One subtlety - in Germany it is customary to say “Mr. Doctor” plus the surname, but in Australia and Switzerland it is enough to say “Mr. Doctor”. In France, the title doctor refers only to physicians. In France, England and Germany, university professors are titled according to their rank. In the USA, “professor” can serve as an address to representatives of teachers of any rank at a university, college, etc.

It is preferable to address a woman by her husband's last name: "Mrs. John Smith", since married women bear the first and last name of their husband. In unpronounceable and complex names you can do without a surname by using the international form "madame". In England/USA, France and Germany, respectively, “Miss”, “Mademoiselle”, “Fräulein” plus a surname is a form of address to a girl or young woman.

Particular care should be taken when addressing men and women in countries where titles of nobility are maintained. This is especially true for England, although the table of ranks with all its complexity of the hierarchy of titles and ranks is preserved mainly in writing and is used in full only in relevant correspondence and official documents.

In contrast to addressing strangers, addressing (vocal forms) to familiar people, depending on the existing relationship, their official position, and the situation, can be strictly official or take on an informal character.

For example, in oral use, in relation to a certain Mr. John F. Brown, Doctor of Philology, the following forms of address are possible at the official level: Sir - at the university (younger colleagues, students), on the street (unfamiliar youth, children), in a store ; Professor - students or work colleagues; Dr. Brown - work associates; Mr. Brown - in all other cases.

Appeals during historical development undergo some changes, for example, the form of addressing women Ms' which must be followed by a surname is a new address. Form Ms' not indicating the woman's marital status, was recommended for use by the UN in 1974. This form has not yet become widespread enough. However, modern formal and semi-formal correspondence tends to use the form “ Ms'" etc.

Greetings:

Welcome initiative. The man greets the woman first (the woman extends her hand first), the junior greets the elder, the subordinate greets the boss, enters with those present, regardless of rank, and passes with those standing still. Of two people of the same gender, age, position, the polite and well-mannered one is the first to greet.

When entering a room in which there are guests invited by the owner, a person must greet each person present separately or all at once. Approaching a table at which guests are already sitting, a latecomer should greet everyone present with an apologetic gesture - hand to chest and a slight bow. When taking your seat, you must once again say hello to your neighbors at the table. At the same time, it is not customary to shake hands with friends, especially across the table.

At official receptions, the hostess and host are greeted first, then the ladies (first the older ones, then the younger ones), then the older and senior men, and only after that the rest of the guests.

A seated man, when greeting a lady or a person older in age or position, must stand up. If he greets people passing by without entering into conversation with them, he may not stand up, but only sit up.

Gestures accompanying greetings. Greetings (like farewells) are usually accompanied by gestures: a handshake, raising a hand, nodding the head, bending over, and sometimes kissing the woman’s hand. Gestures when greeting play a significant role - certain information (positive or negative) is transmitted by interlocutors on a non-verbal level. The most common gesture is the handshake.

Handshake. There are strict etiquette standards when shaking hands. The first to extend a hand is: a woman to a man, a senior to a junior, a boss to a subordinate. The mistress of the house should not forget to shake hands with all guests invited to her home.

When greeting a woman he knows on the street, a man should raise his headdress (with the exception of a beret and a winter hat). If the greeting is accompanied by a handshake, the man must take off his glove; the woman may not take it off (except when she greets a much older woman), since gloves, a bag, a scarf, and a headdress are part of the women's toilet. At the same time, mittens and warm leather gloves should be removed when shaking hands.

When greeting, your demeanor is of great importance. An unfavorable impression is made by a person who, while extending his right hand in greeting, keeps his left hand in his pocket, looks away or continues a conversation with another person. All this borders on bad manners. Impoliteness and marked inattention are not conducive to further communication. Very noisy greetings are also considered a violation of etiquette. You should not flaunt your acquaintances and attract the attention of everyone present to your person.

The words with which people greet each other when meeting should always be respectful, friendly and benevolent. Greeting is a perfectly acceptable way to engage in conversation or make new acquaintances.

It is advisable that the greeting be expanded and open to continue the conversation. For example: “Good afternoon, Tatyana, how are you?” Many are afraid of a direct reaction to a question, that is, a story about business. It's not scary. There are several unconditional advantages in an extended greeting: everyone loves their name, everyone loves attention to themselves, the question allows you to stop the person you need. When greeting, you can and should take into account the status and age and gender characteristics of your interlocutor. You can’t ask your boss: “How are you?”, and you can’t say to a woman: “You look bad, are you healthy?” On the other hand, in relation to colleagues and subordinates, the formula: “Glad to see you” is always appropriate. You can say to your boss: “It’s so good (lucky) that I met you.” It is advisable to have your own “Hello”, that is, a greeting address peculiar to you to a person. This makes you memorable - an important condition for long-term business relationships.

Meeting and introduction:

Performance. It is known that the younger one introduces himself to the older one, a man to a woman. If a person who only knows you approaches you and your partner, first of all you need to introduce him to your partner. If you don't want to, step aside with him. In a situation with several strangers, the following options are possible: You ask to be introduced to everyone at once; You loudly introduce yourself to everyone at once; You go around the campaign introducing yourself to everyone. You shouldn't remain nameless.

There are two ways to get acquainted: acquaintance through an intermediary or introducing yourself to an unfamiliar interlocutor.

Dating through an intermediary. When meeting through an intermediary, the principle of emphatic respect is observed, which requires that: the man is introduced to the woman; younger to older; all parents, regardless of age and social status; a person less familiar to a more familiar one; entered by those present.

As a rule, the intermediary first names the person to whom he is introducing the guest, visitor or new employee, and only then the name of the person being introduced. The following clichés are commonly used:

allow me / allow me to introduce you to ...; allow me/allow me to introduce you...; please meet….

The person being introduced should pay attention; it would be impolite not to show interest. The one who was introduced is a passive person, he is waiting for an outstretched hand, a compliment, participation.

If one person is introduced to two, three, or four, the introduction procedure will be mutual; if there are five or more gathered, they are not named. The owner must introduce the newcomer to everyone and lead him to one of the guests. This latter already plays the role of an intermediary.

In a situation of official acquaintance, one of the etiquette rules is to indicate the profession, position, position. This is a reciprocal procedure.

Dating without an intermediary. The rules of good manners do not include dating without an intermediary. But situations are different, so in the case of meeting without an intermediary, you can resort to one of the proposed formulas: allow me to get to know you; let me meet you; let me introduce myself; Let me introduce myself.

Among young people, when meeting someone, they usually say their first name; in an official or business meeting, they usually say their last name or last name and first name.

In a formal setting, after the exchange of greetings and the introduction procedure, a business compliment follows.

Compliment- pleasant words, somewhat exaggerating the positive qualities of the interlocutor, pronounced with the aim of giving the person pleasure, gaining favor with oneself or the issue under discussion. Difference from praise: praise is directed from top to bottom and states the fact of a positive attitude towards the work done. Difference from flattery: flattery is directed from the bottom up and always has selfish goals.

Conventionally, a compliment can be divided into two types: secular and business.

A secular compliment. A secular compliment is a compliment to a person’s appearance and dignity. It is intended, as a rule, for familiar people: relatives, loved ones, friends, acquaintances, work colleagues. At the same time, it is necessary to emphasize that even in modern times it is necessary to distinguish between a compliment addressed to a man and a compliment addressed to a woman.

Complimenting a woman is a little easier. You can praise her appearance, clothes, perfume, jewelry, etc. Complimenting a man is a more complicated matter. In the West, it is customary to praise a country villa, a car, horse riding, playing golf, etc. Property, intelligence, abilities - these are the main topics for a compliment intended for a man. But in all cases, a compliment always emphasizes the merits of your interlocutor.

A compliment requires special tact towards the recipient. On the one hand, you should not get too carried away with this form of verbal communication; on the other hand, in some cases an unspoken compliment can border on impoliteness. For example, if you were unable to appreciate the hospitality of the owners of the house.

A secular compliment is very common in informal settings. However, this form of compliment is also necessary at the level of formal relationships, especially in the field of management.

A compliment is always addressed to the interlocutor, clearly addressed, while the speaker’s “I” steps back somewhat: “You look great!”, “This suit suits you very well,” etc. In response to a secular compliment, it is customary to say thank you: “Thank you ", "Thank you", "You are very attentive", etc. Responses: "You flatter me", "It's just a compliment" and others are considered impolite. Any compliment should contain a considerable amount of truth.

One small detail. If you always only thank for a compliment, nodding your head with a satisfied expression: “Yes, I am like that,” you risk losing the favor of your acquaintances, friends, and colleagues. In any situation, in almost any person, you can find and emphasize something good that is worthy of encouragement. Find a reason to respond with words of approval, admiration, recognition to your close friends, colleagues, acquaintances.

Business compliment. A business compliment is an exchange of pleasantries between parties, partners (“I’m glad to see you,” etc.). A business compliment begins and ends any business meeting, conversation, negotiation. According to the protocol, this is a mutual and mandatory procedure.

In written business etiquette, a business compliment is an expression of politeness that ends any formal or semi-formal letter. A compliment at the end of a letter is an obligatory part of correspondence, including private ones. The following final politeness formulas are used in the letter: “With respect, yours...”, “Sincerely yours”, “Devoted to you”, etc. In their style and tone, the final politeness formulas should be harmonious with the address and the main text of the letter. So, if the letter begins with the words: “Dear Sirs!”, “Gentlemen”, then the following final formulas will be preferable: “Sincerely yours”, “With respect”, etc.

Rules for using compliments.

Compliments must be given.

A compliment should be interpreted unambiguously so that the interlocutor does not perceive it as a “pin.”

The compliment must also be truthful: if you praise those qualities of your interlocutor that he does not possess, then you will be suspected of insincerity.

The best compliment is the pleasant words that you found for this particular person, that is, individuality is a mandatory quality for a compliment.

The compliment should sound sincere. Praise what you really like.

You not only need to be able to say compliments, but also to accept them. If you are praised, and you begin to ardently or with a grin deny your positive qualities, you put your interlocutor in a very unpleasant position. As a last resort, you can always just say “thank you,” although it’s better to show that you appreciate compliments, especially from this person.

The compliment can be closed: “It’s so nice that you are punctual!” and open: “Students really like your lectures. You probably prepare a lot?” A contrasting compliment is psychologically effective: “You always do everything on time, I can’t do that.”

Congratulation– A symbolic form of communication that emphasizes recognition of the significance of an event or partner.

Reasons for congratulations: holidays - universal, state, corporate, personal, significant events. The general rule: your partner should share with you the idea that this event is a reason for congratulations. And vice versa, accepting congratulations with gratitude on an occasion that is insignificant to you, you save the face of the congratulator.

Congratulations are a sign of attention to a person or organization; here, timeliness and an individual form are also primarily important. All other things being equal, the written form of congratulations is valued higher, then the oral form, and personal is more valuable than telephone contact. In this case, it is obvious that etiquette norms lag behind technical means of communication. The rule for the hierarchy of forms of congratulations can be formulated as follows: the more effort spent on congratulations and the more individual (from this particular subject to this particular subject) it is, the higher it is valued.

Parting. The main requirement for farewell is to never say goodbye for good, always leave the opportunity to continue contacts. When saying goodbye to your business partner, repeat the terms. time and place of the next meeting. In farewell, as in greeting, it is recommended to express pleasure from the meeting and have your own “goodbye” that distinguishes you from others. The "somehow" form.

Basic rules of speech etiquette - any address or show of attention to a partner must be: thoughtfully thought out, intonationally verified, timely, adequate to the situation and status of the partner, the nature of the relationship.

Present. As part of business etiquette, it is necessary to mention the rules and regulations of giving or giving gifts. The meaning of a gift is an expression of attitude towards the event and the recipient. A gift is a two-way obligation in which the act of the gift, its content and value matter. When, to whom and how to give gifts? What can you give and what can’t you give? The reasons for gifts, as well as for congratulations, are generally recognized holidays, personal and corporate achievements, personal events: birthday, wedding, birth of a child.

It is better to give a gift to the manager from the team and on special (personal) occasions. Personal gifts to the boss can be presented behind closed doors and motivated by the special solemnity of the occasion. Otherwise, you will be mistaken for a sycophant or a person counting on special treatment from his superiors.

Gifts for colleagues. The principle applies here: “You - for me - I - for you.” The norm of organizational behavior in Russia is to make a common gift. If you are given a gift by a co-worker or colleague unexpectedly, do not refuse, thank, accept and do the same at the first opportunity. It is better to keep a supply of postcards and good trinkets at work that you can give regardless of your partner’s gender, age, or status.

Gifts are also given to subordinates. The circle of subordinates receiving gifts from the leader is, as a rule, limited. Such gifts should either be given individually, to each - their own; or publicly - to everyone - the same.

Gifts for clients. A gift from a company is a situational image event. The goal is to attract customers with products or attention.

Gifts for partners. Etiquette suggests that during the first meeting, gifts are presented by the hosts, not by the guests. At subsequent meetings, the exchange of gifts is reciprocal.

As a rule, memorable souvenirs and gifts are exchanged during official receptions after solemn speeches (toasts) are made; they can also be presented during business cooperation, for example, after signing an agreement or contract; or when the parties say goodbye.

As a gift to officials and business partners, you can present a well-published book, an album with reproductions of paintings by famous artists, etc. At the same time, you should always remember what was donated earlier, since only alcoholic drinks can be given again

What to give? Usually, regardless of our consciousness, the law of projection operates: I give what I like. Does he like it? The cost of the gift and its content must correspond to the level of the event and the status of the recipient of the gift.

Firstly, they give deindividual gifts: paintings, art albums, wall or table clocks, writing instruments, vases, decorative items, stationery, leather goods, books.

Secondly, corporate gifts are products of your company with the corresponding trademarks.

Thirdly, “edible” gifts are possible: alcohol and sweets. Gifts of alcohol are practiced, but are not encouraged. Forms – alcohol must be packaged; sets; a gun with cognac and so on. For a man - cognac, vodka, wine. For a woman - wine, vermouth, martinis, liqueurs, balms. Champagne is given as a collective gift to the table.

Fourthly, flowers. Flowers are given to women for any occasion, and for a woman flowers themselves are a gift. For men - on anniversaries with an address or a gift. Flowers are given in plain colors or specially arranged, without a strong smell. In Russia it is customary to give an odd number.

Individual gifts are possible. For men - in accordance with preferences; for women - perfume, jewelry.

Quite often the problem of giving a gift to someone who “has everything” arises. In this case, you have to fantasize and give something individual, irrational, or, on the contrary, super-technological - alcohol, chocolate, candy. That is, something that will be used in any case.

Etiquette standards for giving and receiving gifts. Gift-giving etiquette states that if you receive an expensive gift, you should give an equal gift (or more expensive) in return. If you have received a very expensive gift and are unable to make a reciprocal, equivalent gesture, you should not accept such a gift: this is a certain kind of addiction. Therefore, when presenting you with a very expensive, valuable gift, the etiquette norm is: “Thank you. I can’t afford it,” without explaining the reasons. It is better to present a gift in person, but even in this case it is advisable to include a postcard or business card in it. Memorable souvenirs can be delivered by courier; in this case, a business card is attached to the souvenir or gift.

Etiquette standards when conducting negotiations and organizing receptions.

The time and place of negotiations is determined by mutual agreements of its participants.

When determining the time, the etiquette form is used: “At any time convenient for you, for our part we offer... time.” The final decision on this issue must be left to the invited party. When changing the time of negotiations or postponing them to other days, it is necessary to inform all participants in the negotiations about this.

Negotiations can be held: on your territory; on the territory of the partner; on neutral territory. On your territory you = “master of the situation.” Therefore, a meeting “at your place” is a threat to a strong partner, protection to a weak one; and comfort and safety for a partner who expects a positive interaction with you. A meeting “at his place” can be useful, as it allows you to conduct “reconnaissance” of your partner’s state of affairs; in addition, if you are an influential person, then your appearance can be regarded as a sign of attention and respect for your partner. Meetings on neutral territory symbolize equality as partners, but sometimes result from major disagreements or conflicts.

When forming delegations for bilateral negotiations, they proceed from the protocol principle of equality in the numerical composition of delegations.

The principle of equality also applies to the level of representation at negotiations, both members of delegations and heads of delegations.

All over the world, it is customary to come to negotiations in formal business suits.

How the guests sit

The generally accepted norm in the world is the so-called command-presidential seating: respected guest - opposite the main host, on the right - the first deputy, on the left - the second deputy, and so on by rank. The further away from the head of the delegation, the less honorable the place is, so seating arrangements require strict adherence to recognized official and social position.

If negotiations take place with the participation of an interpreter, the seating order is as follows: distinguished guest - opposite the main host, on the right - the first deputy, on the left - the interpreter, and so on by rank.

If three or more parties are involved in negotiations, they are seated in alphabetical order clockwise around a round or rectangular table. The leaders of the delegation preside in turn in alphabetical order, or the host presides at the first meeting, then in alphabetical order.

Where do the guests sit?

The most common principle in world practice: guests sit facing the front door..

The second principle: guests sit facing the windows facing the street (if the door is on the side).

When negotiating with foreign partners, one should take into account national characteristics of interlocutors, psychology, customs, traditions.

For example, the British accept shaking hands only at the beginning of negotiations. In the future, you can limit yourself to verbal greetings. The French are very scrupulous about distance and touching. business sphere Only handshakes are accepted, mostly on arrival and departure. In Italy, shaking hands is very important. When meeting with German and Austrian partners, handshakes should be firm. In Denmark, it is also common practice to exchange a firm handshake, even with children. In India, men shake hands when they meet, and greeting a woman looks like this: put your palms together and bow slightly. In Japan, shaking hands as a greeting is not popular. The Japanese greet each other with bows. Your outstretched hand will be perceived as disrespect for tradition. If you are bowed, bow back. When receiving a gift, thank and bow. The older your partner is, the deeper your bow should be.

Official receptions are divided into daytime and evening; receptions with and without seating at the table. In international practice, it is generally accepted that daytime receptions are less formal than evening ones.

Daily meals include a glass of champagne, a glass of wine, and breakfast.

"A glass of champagne" usually begins at 12 o'clock and lasts about an hour. The reason for organizing such a reception could be the anniversary of a national holiday, the departure of an ambassador, the stay of a delegation in the country, the opening of an exhibition, festival, etc.

A similar technique is the type "glass of wine". The name in this case emphasizes the special nature of the technique.

"Breakfast" takes place between 12:00 and 15:00.

The most common breakfast start time is between 12 and 1 p.m.

Evening receptions. Reception type "Cocktail" starts between 17:00 and 18:00 and lasts about two hours.

Reception type "a la buffet" held at the same hours as "cocktail". However, at a buffet reception, as a rule, tables are set with snacks, including hot dishes.

Receptions such as "cocktail" and "a la buffet" are held standing.

"Dinner" is considered the most honorable type of reception. It usually starts between 20 and 21 hours. In our country’s protocol practice, lunch can start at an earlier time.

"Dinner" differs from lunch only in the start time - no earlier than 21 o'clock.

Evening receptions also include "tea". Tea is held between 16:00 and 18:00, usually for women only.

Reception type "jour fix"

Presentation. The presentation is given to mark the opening of a new company, bank, college, presentation of a new type of product, book, performance, exhibition, etc. of new contacts.

Varieties of official receptions also include film shows, musical and literary evenings, friendship evenings, meetings for golf, tennis, chess, other sports games or competitions. As a rule, all of them are accompanied by a light treat. The dress code for such events is a casual suit; for women, a suit or dress.

Seating at the table. At receptions such as breakfast, lunch, dinner, guests are seated at the table in a strictly defined order in accordance with generally accepted protocol rules.

Seating arrangements require strict adherence to the recognized official or social position of the guests. In this case, the following rules for seating guests are observed:

 The first most important place is considered to be the place to the right of the mistress of the house, the second - to the left of the owner of the house (if the owner and mistress are sitting at the table next to each other). As you move away from the hostess and owner, the places become less honorable;

 in the absence of women, the first place is considered to be to the right of the owner, the second - to the left of him;

 a particularly honored guest can be seated opposite the owner of the house, in this case the second place will be to the right of the owner of the house;

- if the mistress of the house is absent, one of the invited women (with her consent) or the most honored guest can be seated in her place;

- a woman is not seated next to a woman, a husband is not seated next to his wife;

- women are not seated at the end of the table unless men are sitting at the end;

 the language skills of the guests sitting next to each other are taken into account;

- if an interpreter is required, in our country the interpreter is seated next to the guests. In other countries, the interpreter may be placed behind the host and chief guest's chairs;

 after or during any bilateral meeting or conference, it is possible for one delegation to be seated opposite the other at breakfast, lunch or dinner. In this case, the place of honor is opposite the front door; if the door is on the side, the side facing the windows facing the street is considered honorable.

It is possible that the preparation of such a preliminary seating arrangement may introduce changes and additions to the initial list of invitees. Therefore, based on the main seating rule - the most honored guests sit in the most honorable places - it is necessary first of all to determine the seniority among the guests. It should be remembered that the spouse is given the seniority of the spouse. This rule helps to correctly arrange seating at a reception where women are present or at an all-female reception.

The seating arrangement will be updated as responses to invitations are received.

On the day of the reception or the day before, a general list of reception participants is compiled.

Toasts. At receptions organized on official occasions, toasts are exchanged. At breakfasts, lunches and dinners, i.e. at receptions with seating, toasts are usually made at the end of the reception, when dessert has been eaten and champagne has been poured. At other types of receptions, toasts are made no earlier than 10-15 minutes after the start of the reception.

The host of the reception makes the first official toast, and the main guest makes a return toast. The rest of those present are from some public speaking They abstain at receptions.

The nature of the toast, its content and style depend on the level at which the reception is held and on the occasion on which it is given. However, every formal toast is subject to the following rules:

1) the toast begins with a greeting addressed to the main guest (guests);

3) at the end of the toast, a toast in honor of the main guest, people, government, country of organization or company.

The response toast reads:

1) gratitude for the hospitality;

2) anything on the substance of the meeting;

3) toast in honor of the owners, country, people.

Table manners. There are the following rules of behavior at the table. It is not customary to start eating until the lady of the house has started eating. Men should also wait until the ladies sitting next to them start eating.

As soon as all the guests have finished eating (the host should not finish the meal first), the hostess stands up, followed by everyone else. Drinks are poured using the advanced method, primarily for mineral water and vodka. Alcohol and soft drinks, as a rule, pour 2/3 of the volume of a glass or shot glass. If cognac is served in a special large glass with a wide bottom, then the cognac is poured to the very bottom of the glass, which is held not by the stem, but by the base, warming the contents of the glass with the palm of your hand. They drink cognac in small sips (vintage cognac is always served with coffee).

Arrival and departure from the reception. For a fully seated reception (breakfast, lunch, dinner) you must arrive at the exact time indicated. Being late is considered a violation of etiquette and may be perceived negatively.

At a fully seated reception, it is customary for junior employees to arrive first, then senior employees. Leaving the reception is carried out in the reverse order: senior employees leave first, then junior ones. The initiative for leaving rests with the main guest. The guests disperse gradually, so that by the end of the reception indicated in the invitation, the last of those present say goodbye to the host and hostess. It is not recommended to stay late at appointments, as this can be burdensome for the hosts.

For receptions held without seating at a table, you can arrive and leave at any hour within the time specified on 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 its end. However, it is believed that coming to such a reception at the appointed time and leaving the reception at the end of it is an expression of a particularly friendly and respectful attitude of the guest towards the host of the reception. And, conversely, it is enough to stay at the reception for 15 - 20 minutes and leave after saying goodbye to the host to emphasize the coldness or tension of the relationship with the organizer of the reception.

When arriving at or leaving a reception, it is not necessary to shake hands with everyone present. You should greet (or say goodbye) hands with the owner and hostess; the rest can only bow.

Relationships between a man and a woman: norms of social and official etiquette

In modern office etiquette, there is another important section of interpersonal relationships - the relationship between a man and a woman in the service. Unlike secular etiquette, where priority always belongs to the woman who is older in age or social status, in official etiquette the relationship between a man and a woman is built on the principles of equality and mutual respect.

As an example, let us give some features of behavior within the framework of social and official etiquette.

Some etiquette requirements for business correspondence.

1. General rules.

2. Types of business letters.

3. Business card.

4. Summary.

Business correspondence is a type of official correspondence, therefore the style of writing and its design should be based on the rules determined by international practice and conventions.

Protocol requirements for official correspondence provide for: providing the addressee with the signs of respect to which he is entitled, while at the same time maintaining the relationship of ranks between the sender and the addressee, based on the principles of equality, respect and mutual correctness.

First of all, the sender of the letter must pay attention to the correct spelling of the address's surname and his title (by rank or position).

It is advisable to write business letters on the organization's letterhead. The more formal the form, the more formal the tone of the letter. But you should find out in advance, maybe a letter on such a form is signed only by the top management of the company.

Envelope. We have adopted the global practice of writing the address starting with the name. You are supposed to write your initials first, then your last name. Nowadays, Mr. or Mrs. is often written before the initials. If you know the title, it is better to indicate it. In all European countries and the United States, omitting titles in speech and writing is considered impolite. In Germany they write Mr. + Title + Last name. Possible options: Mr. I.I.Ivanov General Director...; General Director... Mr. I.I. Ivanov; I.I.Ivanov General Director….

Title: Mr., Mrs. G-yes. First name Last name, title or rank."Dear + first name" or "Dear + last name"

All-block style, no padding. But at intervals.

It must be remembered that the first sentence of the letter is important, because... sets the tone for the rest of the text. So, follow the first rule of business correspondence - start the first sentence with gratitude. “Thank you for your attention...”, “It was a great pleasure for me to meet you,” etc. This will not only give your letter a supportive and accommodating tone, but it will also make it seem like you are putting your reader first. Avoid using the pronoun “I” at the beginning of your letter, because... otherwise it appears that you are putting yourself first.

A business letter must contain an address, personal signature, date, address, and compliment.

Appeal indicates the official and honorary title of the addressee.

Compliment is an expression of politeness that ends any letter (for example, “Sincerely yours”, “With deep respect”, “With respect”, etc.).

Signature– this document certifies. The name of the person authorized to sign is usually printed at the end of the letter.

date should include the day, month, year and place where the letter was written. This data should never be written in abbreviated form.

Address– full name, title and address are placed either in the upper left corner of the sheet or at the bottom of the page below the date of the letter and reproduced on the envelope.

These forms ensure respect for the official position of both the sender and the addressee. Any change in these forms (incorrect address, lack of a compliment at the end of the letter or lack of title in the address, etc.) can be perceived as a deliberate disregard for etiquette or insufficient respect. In unclear cases, these forms can be modified, but you should always remember that there are people who are very scrupulous in these matters.

A business letter should have an impeccable appearance. All types of official and business correspondence are printed on a computer, on top quality paper, machine cut. When printing text, corrections are not allowed; the text itself must be beautifully positioned across the entire sheet, the width of the left edge is at least 2 cm. Envelopes for letters must be of the appropriate size and quality.

However, no matter how important the form and attributes of politeness are, the priority still belongs to the content.

A friendly tone should permeate the entire text of the letter. If the letter contains negative information, it should be located in the middle of the letter.

A business letter (commercial, scientific, legal, etc.) must be written in the language of official correspondence, which is characterized by the absence of redundant information, the utmost rationality of sentence construction, clarity and clarity of presentation, taking into account the characteristics of the addressee and possible reaction on his part.

If you are writing to someone you don't know, you should first take the time to find the name of the person who will receive your letter. If all attempts to find out the name of the person with whom you will be corresponding come to a dead end, you can use this method of address: “To a specialist in the field...”.

In addition, when preparing official and business correspondence, it is advisable to adhere to the following generally accepted rules:

The letter must be written in the language of the country to which it is sent, or in English language. To avoid errors and inaccuracies, the Russian version of the letter may be attached.

In international practice, it is not customary to write long letters, but if the letter is more than one page, then at the end of the page you need to put “continued over”.

Each page, except the first, is numbered with Arabic numerals.

Outgoing information of an official nature should not contain any marks; they are acceptable on a copy that remains with the sender.

Resolutions on all types of incoming correspondence are made in pencil, or on separate sheets and pinned up.

The letter is folded with the text inside. It is advisable not to fold the most important business letters, but to send them in large, thick envelopes. Less formal ones can be folded.

Urgent requests must be responded to within 3 days. For a letter – up to 10 days. If the request requires detailed consideration, then within 3 days you should inform that the letter has been taken into account, and give a final response within 30 days.

In case of refusal, they apologize. Failure to respond on time is considered a negative response and can lead to a break in the relationship.

Congratulations, thanks, condolences, as well as statements are written by hand.

Types of business letters:

The letter is a request “I ask you...” Brief, well-reasoned. Emphasize your personal interest and thank you in advance for your performance. Option “Memo” “Statement”. Addressee, resolutions and visas.

Covering letter. May be sent along with your Resume. A specific request to the company or its manager with a request to review the documents.

Option 1. Please “assist the bearer.” Valued due to signer's status.

Option 2. Personal requests for protection. The relationship between the writer and the addressee is important.

Option 3. Professional recommendations. The question is who writes it and who signs it. Structure: education or professional experience; work experience and ability to use the employee; personal qualities of the recommended; It is advisable to indicate the duration of acquaintance or collaboration.

The letter is a confirmation. A sign of respect and gratitude.

Option 1. Letter of gratitude. Written after receiving a gift, award\prize; visiting the event. The goal is to strengthen friendships with your partner.

Option2. The letter is a congratulation.

Letter of complaint. “I bring it to your attention, I inform you. I consider it necessary to warn"

The letter is a refusal. Start and end on a positive note.

Letter of apology Explanation of the reasons for failure to fulfill obligations. Sent after notification by telephone.

Business card.

Business cards are widely used in diplomatic and international business practice. They are exchanged when meeting, establishing and maintaining contacts with government, diplomatic, business and public circles of the country. The goal is to make it easier to obtain information when meeting people, so business cards contain accurate imprint information.

A business card can be used to represent its owner in absentia. A business card can be used to congratulate you on a particular event, national or other holidays, a birthday, a promotion, a family event, etc.; express condolences; convey gratitude; in certain cases, you can send a business card in response to a visit; It is convenient to send a gift, souvenir, flowers, or book with a business card.

An open business card is given only upon personal acquaintance. You must order special envelopes for the card. Only the first and last name of the person to whom it is addressed is written on the envelope. In international practice, the following short symbols have been established, expressing one or another attitude of the owner of a business card to the person to whom it is sent. These symbols (letters of the Latin alphabet) are written in the lower left corner of the business card, usually in pencil:

p. f. [ pourfeliciter] – congratulations (for any reason);

p. r. [ pourremercier] – expression of gratitude;

p. c.– expression of condolences;

p. f. N.A.- happy New Year;

p. p. c.- an expression of farewell to the final departure from the country, when a farewell visit is not paid;

p. p.– absentee representation or recommendation of another person (instead of a personal visit). Business card with letters written on it p. p. , is sent along with the business card of the newly arrived person, on which no conventional inscriptions are made. The answer is given on a business card without an inscription addressed to the person represented.

In less formal cases, on business cards, depending on the occasion, at the bottom (always in the third person) it is written: “Congratulations on national holiday"; "Thanks for your attention" (as a response to a sent souvenir, gift, etc.); "With best wishes" (when sending a souvenir, gift, etc.).

Depending on the specific case, other texts are possible. They are not signed, no dates are set. In response to a received business card with congratulations, it is customary to send your own business card with the inscription p. r. A card with this inscription is sent to express gratitude.

If a business card is handed over by its owner personally (but without paying a visit), then it is folded on the right side along the entire width of the card. In some countries, the top right or left corner of the card is folded, depending on local practice. It is considered a gross violation of etiquette if a bent card is delivered by a courier or driver. It is preferable to send uncurled business cards by courier or driver, but not by mail. Replies to business cards are made with business cards within 24 hours of receipt.

On the business card they indicate their official position, address, office telephone number, fax number, telex number. Home telephone number and home address are not indicated.

Summary

Your only chance to succeed with a resume is the moment it is read for the first time. As a rule, it takes no more than 2-3 minutes to review a resume. If you couldn’t attract attention, it means your resume didn’t work.

Appearance Summary. It should not look like a personnel records sheet. It shouldn't be gray and faceless. Shouldn't be a "copy". A resume and a cover letter are two different things.

When writing your resume, follow the principle of selectivity. Information for a resume should be selected based on its objectives. In other words, your resume should include a description of exactly those aspects of your experience that are relevant to the position for which you are applying. For example, if you were engaged in scientific work and at the same time consulting, in a resume aimed at getting a job in the field of commerce, you should not describe your scientific achievements and provide a list of your scientific works, it is better to list those specific skills and knowledge that you acquired in the process of consulting activities .

A successful resume can become a reason for an interview, i.e. a personal meeting with the employer or his representative, but does not guarantee getting a job. Your goal is to make the reader want to meet you in person.

Your name, address, telephone number (including area code). Psychologically, the address is necessary to determine where you live, whether it is easy to contact you, whether you are hiding the lack of registration, registration, and so on. If you want to conceal it, keep in mind that they will immediately draw attention to it. It is possible to indicate “contacts” at the end of the Resume.

What position are you applying for (no more than 6 lines, preferably 2-3). If you are writing a resume “in general”, then indicate the field of activity in which you want to realize yourself. There is no need to indicate personal motives such as money. Careers. Self-realization.

Work experience in reverse chronological order (last place of work listed first). This part is the main one. Indicate the start and end dates of work, the name of the organization, the title of the position (there may be several of them if your career has developed successfully), and briefly describe it. Job responsibilities and production achievements, if you had them. When describing your achievements, use action verbs such as developed, saved, increased or reduced.

Education (the more time has passed since graduation educational institution, those less space this item should be included in the resume; for graduates and,. students should place it before the previous one, since work experience, if any, is less significant. You can report awards, highlight those disciplines studied that correspond to your Goal).

Knowledge of foreign languages, computer skills

Additional information: availability driver's license, membership in professional organizations, etc. (a hobby should only be mentioned if it is closely related to the desired job).

Indication of the possibility of providing recommendations.

The Resume should contain either the information necessary to obtain a specific job or all the information about you, but structured in a certain order. Education: from present to past; from higher to additional. Rewards and incentives in any form should be indicated. If the work experience does not correspond to the desired field of activity, present it as work experience. Do not indicate anything that is not in your favor. Don't use the particle "not".

The purpose of a business letter is always twofold - to obtain the desired result and to make the impression of a worthy business partner. In a business letter of any level: resume, report, statement, memo, the following must be taken into account: 1. Type of text. The date, address, position and name of the sender and recipient must be correct.

You should definitely indicate whether you are waiting for a response and thank you for your attention. The main thing to keep in mind is that a business letter is read quickly and is either considered worthy of attention and a response, or not.

New etiquette requirements: telephone, cellular communications. Internet.

Features of telephone etiquette.

According to experts, today over 50% of all business issues are resolved over the phone. This is the fastest way of communication, which allows you to establish contacts, arrange a meeting, business conversation, negotiations, without resorting to direct communication. But the way your voice sounds and the way you communicate on the phone largely determines the reputation of the company and the success of its business operations. Therefore, the ability to speak correctly and correctly on the phone is now becoming an integral part of the company’s image policy.

The culture of business communication presupposes knowledge of: the general rules of telephone conversation and the basic rules of business telephone etiquette.

General rules for telephone conversations:

1.Pick up the phone before the fourth ring: the first impression of you or your company depends on how long you have to wait for an answer.

2. When talking on the phone, you should leave all extraneous conversations for a while. Your interlocutor has every right to attention to himself.

3. During a telephone conversation, it is considered indecent to eat, drink, smoke, rustle with paper, or chew gum.

4. Learn to listen carefully and not interrupt your interlocutor if it is not necessary.

5. It is unacceptable to pick up the phone and answer: “Just a minute” and force the caller to wait while you deal with your business. This is only possible as a last resort and only within one minute. If you are very busy at the moment and cannot talk, it is better to apologize and offer to call back.

6. Always call back when your call is expected.

7. If you “got to the wrong place,” you should not find out: “What is your number?” You can clarify: “Is this number so-and-so...?”, upon hearing a negative answer, apologize and hang up.

8. It is considered a violation of etiquette to dial a number and ask: “Guess who it is?”, regardless of whether it is addressed to friends, colleagues or relatives. If you are not recognized, you should always introduce yourself.

9.Calling home is an invasion of privacy, so always ask if it is a convenient time for you to call: “Do you have time to talk to me?”, “Are you very busy right now?” etc. If the answer is yes, you can talk for your own pleasure, but when you hear the first signs of a desire to end the conversation, you should politely say goodbye. During the service, telephone conversation time is also limited.

10.Talking on the phone must be extremely polite. It is unacceptable to shout and get irritated during a telephone conversation; this is a gross violation of the ethics of interpersonal and business communication. In response to the insult they hang up. Swearing over the phone is illegal.

11.Telephone conversations in someone else’s house, company, or organization should be extremely brief and businesslike. It is very impolite to have a long conversation while visiting.

12. A telephone conversation should be polite, but immediately ended if a guest comes to your home or a visitor to your office. You should apologize and, briefly stating the reason, arrange a call. At home you can say: “Excuse me, I have guests, I will call you back tomorrow evening (morning,...)”; at work: “Sorry, I have a visitor, I’ll call you back in about an hour.” Be sure to keep your promise.

13. If the connection is lost during a conversation, you should hang up; The person who called dials the number again. If a company representative was talking to a customer or client, then he must dial the number.

14.The initiative to end a telephone conversation belongs to the person who called. The exception is a conversation with elders in age or social status.

15.Nothing can replace warm words of gratitude and farewell at the end of any conversation or conversation. It should be remembered that the farewell words should contain the possibility of future contact: “Let's call next Tuesday,” “see you tomorrow,” etc.

Basic rules of business telephone etiquette:

It must be remembered that a business telephone conversation should not exceed four minutes.

You need to call

1. The rules of etiquette require, after hearing the subscriber’s answer:

say hello;

introduce yourself;

briefly state the essence of the issue;

at the end of the conversation, thank and say goodbye.

Greeting and introducing yourself during a conversation with a stranger is a mutual and mandatory procedure.

The main rule of business protocol is that a telephone conversation must be personalized. If the caller has not introduced himself, you should politely ask: “Excuse me, who am I talking to?”, “May I know who am I talking to?” and so on.

2. If the call goes through a secretary and you are not known where you are calling, the secretary has the right to ask about the reason for the call.

3. Regardless of the circumstances, try to smile, otherwise you will not be able to win over your interlocutor.

4. Always keep a notepad and pen handy for necessary notes.

5. When preparing for a telephone conversation, make a list of issues that need to be discussed. Calling again to apologize that you missed something leaves a bad impression and should only be done as a last resort.

6. If you were unable to find the person you needed, ask when it would be more convenient to call back.

7. Plan your message in advance if you know the information will be transmitted through a third party or through an answering machine.

8. If you are leaving a message on an answering machine, after the greeting and introduction, state the date and time of the call, followed by a brief message and goodbye words.

When they call you

1. According to the rules of etiquette, after picking up the phone, you need to:

name the company or institution you represent;

say hello;

for presentation - presentation;

to the question - a correct, polite answer.

2. If they want to talk not with you, but with someone else: “Just a minute, I’ll pass the phone now”; the one who is called to the phone must thank: “Thank you,” “Thank you, I’ll be right there.”

3. If the required person is not in place at that moment, then the person who approaches clarifies that this person is absent. Such responses should include a request to call back after a certain time: “Could you call back in an hour,” etc.

4. If the phone rings and you are talking on another phone at the same time, you should pick up the phone, apologize, end the first conversation if possible, hang up, then start a conversation with the second interlocutor or apologize and ask to call back after a certain time. It is unacceptable to make a caller wait for more than one minute.

5. It is better to refrain from answering calls if you are having a business meeting or meeting. The priority always belongs to the living voice.

If you receive a call about an important matter when there are people in the office, it is better to answer the call from an adjacent room or, if this is not possible, ask to call back after a certain time, or reduce the conversation to a minimum.

In modern business communication culture, special attention is paid to telephone conversations. A few axioms of telephone communication, especially if you are calling for the first time.

A telephone call is your personal business, even if you are calling on business.

You can call home only with your partner's permission.

The vast majority of business telephone conversations are successful only the second time because people call at a time convenient for them, and not for their partners.

It is customary to call home on business from 10 o'clock. morning until 10 pm. Unless there was an additional agreement.

When you start talking on the phone, try to smile - this will add warmth to your voice. After the obligatory introduction, take a short break and try to understand by the reaction to your name what state, mood your partner is in and his attitude towards your call.

When introducing yourself over the phone, state not only your last name and position, but also a name with which you can be addressed. Your partner should not painfully remember your name.

If you are calling a stranger for the first time, think in advance what you will say, suggest, ask - otherwise you will give the impression of an uncollected mumble who does not value other people's time.

A business conversation, especially the first one, should not last more than 4 minutes. Its structure: representation, purpose of the call, resolution of the issue, agreement to continue contact, gratitude for the conversation.

You need to speak clearly and actively.

If you call an institution, be sure to ask who you are talking to. Leave a message or ask for advice only from competent people.

If they call you, answer politely and comprehensively. From home: “I’m listening to you.” From an institution: name the company or department so that the caller immediately understands where exactly he ended up.

It's better to answer everything phone calls, but if you have not agreed in advance, and the other party is interested in contact, then you can leave the initiative to establish contact to her.

If you promised to call, then you need to get through during the day.

The art of talking on a mobile phone:

This invention brought with it its own etiquette.

If you are calling, after the introduction, ask if it is convenient to talk to you at the moment.

Remember that when you use a mobile phone, time passes. Therefore, discuss only urgent issues. Leave the rest for calling the office.

If you receive a call on your cell phone, first introduce yourself.

If you have passengers in the car, use your phone sparingly or, better yet, don't talk on it at all.

The mobile phone must be turned off during business meetings, conversations, meetings.

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

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

Business etiquette includes two groups of rules:

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

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

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

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

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

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

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

Business Etiquette

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business etiquette is something a true professional cannot do without. After all, even if you are an excellent specialist in your field, but at the same time you regularly expose yourself not in the best light when communicating with colleagues, bosses or clients, then you are unlikely to achieve great success in your career. We bring to your attention the rules of business etiquette that you should adhere to.

Stand up when you are introduced to someone

Getting up from your seat will enhance the effect of your presence. If you remain seated during the meeting, it will be easier for them to ignore you. If you are caught off guard and cannot get up immediately, then simply bend over slightly and lean forward, indicating that you would definitely get up if you could.

Always use your full name

In a business setting, you should always use your full name. However, you should also pay attention to whether it is easy for people to remember and pronounce. So, if your name is too long and complex, then do not forget to hand your interlocutor your business card so that he can perceive it in written form.

A higher-ranking representative or host should always initiate the handshake

In today's business world, a handshake is an official greeting regardless of gender. According to etiquette, the first person to shake hands should be a person occupying a higher position or a representative of the receiving party. If for some reason he hesitates, then, without wasting time, extend your hand to greet him. After all, be that as it may, the handshake must take place.

Dress appropriately

Clothing is an important form of nonverbal communication. It can either enhance your professional reputation or detract from it. Therefore, when going to a meeting or event, be sure to find out what the dress code is and dress according to it.

Say “thank you” no more than once or twice during the conversation.

You should not overuse gratitude in a business conversation. Otherwise, your interlocutor may begin to perceive you as helpless and in need of constant support.

Send separate thank-you notes to all negotiators

Remember that after negotiating or interviewing for a job, you should send a message within 24 hours to everyone you would like to thank. In the modern world, this is most often done through email.

Don't take out your phone

We all carry cell phones with us everywhere. However, you should not take your phone out of your pocket or bag during a business meeting. Of course, you may think that you can quietly reply to an email or type a message, but from the outside it will look rude. Also, don't put your phone on the table during a meeting. After all, this way you will demonstrate to your interlocutor that you are ready to switch your attention from him to your mobile phone at any moment.

Use professional photos

Always post only high-quality, professional photographs on business websites. After all, you should look like a reliable and trustworthy business person, and not like a carefree person who has just returned from the beach or a party.

Use a professional email address

If you work for a company, use a corporate address. But if you need to give a personal email address, then make sure that it looks correct. So, it must contain your name. Do not use nicknames under any circumstances.

Always make sure that you select the correct recipient when sending email.

This simple action will never go amiss. After all, it’s not difficult to confuse the recipient, but the consequences of an error can be very serious.

Follow the rules of business correspondence when sending emails

Avoid using colloquial expressions like “Hi guys!” when communicating by email. or “Hello, people!” Even if you know the recipient closely, remember that other people can see your correspondence. Therefore, it should be kept in a businesslike tone.

If you forgot someone's name, then admit it.

Every person can forget the name of his interlocutor. If this happens to you, just politely admit it.

Greet people at work

When you come into the office, always say hello to both those you know and people you don't know. After all, in a few minutes it may turn out that a stranger will be sitting next to you at a meeting or meeting.

Keep your fingers together when pointing at something

You should not point at someone or something with your index finger. This is best done with an open palm, keeping your fingers together.

Don't be late

Always be on time for meetings. After all, you don't want to waste other people's time. In addition, unpunctuality is seen as a sign of unprofessionalism. However, it may happen that the situation gets out of your control and you still cannot show up on time. In this case, immediately send a notice to those concerned about your planned arrival time, apologize and briefly explain the situation.

Do not pull up a chair for partners and colleagues

It's okay to hold the door for someone. However, regardless of gender, you should not pull up a chair for your colleagues, partners or clients.

Always break bread with your hands

During a business lunch or dinner, never use a knife to cut bread. It should be broken with your hands.

Don't order too expensive

During a business lunch, you should not order, for example, an expensive steak or lobster. In this case, it may seem that you are simply trying to take advantage of a situation where the person who invited you to the restaurant will have to pay for you.

Don't forget table manners

If you do not often have to visit restaurants when dining with business partners, then inquire in advance about the rules of table etiquette. This will allow you to make a good impression on your interlocutor.

Order the same amount of food as your companion

If your partner orders an appetizer and dessert, you should follow suit. Otherwise, he may experience discomfort while waiting for you to also eat, for example, the first and second courses.

Never ask the waiter to pack leftovers from your lunch.

You come to a restaurant for business negotiations. Therefore, under no circumstances ask you to pack what is left with you.

The inviter must always pay the bill

If you invite someone to dinner, you should always pay the bill. And this applies to both women and men. If your interlocutor insists on the opportunity to pay for lunch himself, then you can tell him not to worry, because the company will cover your expenses, or something like that.

Stay Sober

Many deals have been ruined and many careers have been destroyed because people abused alcohol during business negotiations and behaved inappropriately as a result. Therefore, always remain sober during business events and informal communication with partners.

Prepare courteous care

When leaving the room, always say some appropriate phrase. This will allow you to remain in control of the situation and remain polite. So, for example, you can say “Nice to meet you” or “See you at the meeting on Monday”, etc.

Ethics is understood as a set of norms of human behavior, and if we extend this definition to the professional field, then business etiquette will consist of the principles of behavior of people engaged in business activities.

What is business etiquette?

How a person follows the rules and conventions of business etiquette determines his image as a businessman. Thanks to this, a positive image develops in the eyes of partners, acquiring the color of personal charm. Principles of business etiquette include:

1. Honesty and integrity. A businessman who has cheated once will no longer be trusted, and his reputation will be ruined forever.
2. Freedom. It is not customary to interfere in the affairs of your competitors and partners.
3. Tolerance. In relationships with partners, rough edges and conflicts cannot be avoided, but if you behave tactfully and delicately, you can smooth out rough edges and come to a consensus.
4. Justice. This principle of business etiquette is based on recognition of a person’s individuality, an objective assessment of his personal and.
5. Business culture. That is, every businessman must be a cultured person.

Rules of business etiquette

The norms of behavior and relationships between people in the workplace are given great importance, because business etiquette is the same as secular, but with military elements. Here, subordination comes to the fore, while age is given less importance. Here are some of the immutable rules:

1. “Time is money” - so they like to say experienced businessmen, who value punctuality most in partners. If a person cannot organize his own time, then how can you build cooperation with him?
2. Maintaining trade secrets. An employee applying for a position in a new company and divulging confidential information obtained at his old place of work will simply be turned down.
3. Do the job. Those who work while others go about their business advance their careers.
4. Basic rules of business etiquette include the reception of delegations according to protocol. You need to know how to properly meet, introduce and accommodate people, taking into account the peculiarities of national traditions.

Business workplace etiquette

A person can be sloppy in everyday life and even see his own organization in chaos, but at work he cannot afford this. Business etiquette in professional activity is built on order in the workplace, because it is a reflection of order in the head. It is not forbidden to have some of your personal belongings, for example, a framed photo of your family, but each item should have its own specific place, and in general they should all be kept in order and clean, because this is the key to productivity and personal comfort.

Business correspondence etiquette

Business telephone etiquette

Talking on the phone is an art, and sometimes one phone call can solve something that could not be achieved during preliminary meetings or negotiations. Telephone etiquette requires picking up the phone after the second or third ring. In this case, the caller begins the conversation with a greeting, introduces himself and introduces the interlocutor to the problem, devoting 45 seconds to this. Discussion of the situation itself may take from 1 to 2 minutes, and 20–25 seconds are allotted for the conclusion. If no final decision has been made, then it is worth agreeing to call again at a certain time.

Gift etiquette in business

Every person has birthdays, anniversaries, and other special occasions and is congratulated not only by relatives, but also by colleagues. The etiquette of a business person imposes its own restrictions on this process, but you still need to be able to choose a gift for business partners that will demonstrate attention and respect, gratitude and interest in cooperation. Business etiquette provides for the division of corporate gifts into the following categories:

1. Corporate souvenirs are things with a company slogan or logo.
2. Printing products – notepads, organizers, pens, posters, etc.
3. VIP gifts. Such products are made to order, taking into account the character, hobbies and other preferences of a particular person.

Business etiquette for women

Gender differences, although not coming to the fore, are also taken into account. The basics of business etiquette are such that a man is the first to greet a woman, but if she is walking in a company of men, then he is the first to greet a colleague walking alone or in the company of another woman. A representative of the fairer sex offers a hand to a man first, and you should not expect that someone will open the door for her, letting her go forward - this is always done by the one who is closer to her, and she pulls up a chair for herself.

Etiquette in clothing for women

A woman’s appearance is identified with her abilities, therefore untidiness and unkemptness are unacceptable. A bright, flashy image as a challenge to society is also not welcome. The ideal choice is a laconic color. Business etiquette imposes its own restrictions on many things; the length of the skirt must reach the knees, and a woman must wear tights or stockings even in extreme heat. Shoes with heels at least with a closed toe and heel are welcome. Hair should be tied up in a neat hairstyle, accessories should be used to a minimum and selected in harmony with clothing.

Hat etiquette for women

Initially, it was used to show respect and veneration, and later the functions of the hat were revised. Etiquette rules for women are less strict than for men. At work, a lady can carry out her direct duties without taking off her headdress, if this is part of a professional job. Business communication etiquette requires wearing a hat at public events - tea parties, lunch, during the singing of the anthem and raising the flag. But if the headdress is intended for the cold season, then it is removed indoors.

Business etiquette - manicure

Well-groomed hands are part of the image, which cannot be ignored. Women's etiquette includes regular visits to a manicurist. Peeling varnish can ruin the entire impression, so if it is not possible to renew it, then the coating must be wiped off. Nail design should be chosen in simple, discreet colors. All kinds of decor in the form of rhinestones, stucco, etc. are excluded. Perfect option– , which can also be the opposite. Mixing no more than three discreet shades is allowed.

Etiquette - a woman in a car

A car is no longer a means of luxury, and transportation is a good help even in the 21st century with its fast pace of life. Etiquette for women has not ignored this aspect. A car must correspond to social status. Being an ordinary employee and driving a luxury convertible to work is not accepted, nor is using an inexpensive car for a successful business woman. It is not customary to get into an elite car while wearing sportswear, and driving an SUV in an evening dress is also inappropriate.

For a woman, the way she gets into the car is of great importance. First, you need to lower your pelvis into the chair, and only then transfer both legs into the car. You should get out of the car in the reverse order: put your feet on the asphalt first. If a woman plans to travel in a company car with a driver, then it is recommended to take a seat in the back seat diagonally with him. If she is not traveling alone, then you cannot sort things out, swear and quarrel, or raise “difficult” topics, and this also applies to conversations on the phone. It is also impossible to distract the driver from driving the car.