Rules of business etiquette, which must be followed by everyone who values reputation. Business Etiquette: Basics and Rules

Business and professional life needs organization and order.

In business, it regulates business etiquette. It is designed to organize interaction at work, in the performance of their official duties.

Ethics is a system of moral norms accepted in society.

Etiquette is a set of specific rules and laws of behavior adopted in society.

There are many types of etiquette: everyday, diplomatic, military, guest and others.

Business etiquette is one of the components of ethics. Without knowing the rules of business etiquette, it is impossible to succeed in the chosen field of activity.

Compliance with all the rules and norms of communication in a professional environment guarantees respect and authority among colleagues. The right choice, relevance and timeliness of a word, gesture, posture, other ethical sign reveals the business and personal qualities of a person from the best side.

The rules of business etiquette must be observed, as they:

contribute to the formation of positive;
favor successful negotiations, business meetings;
insurance in case of force majeure, awkward moments;
enable more successful and faster achievement of goals.

Violation of the generally accepted rules of entrepreneurship and doing business makes it unsuccessful. Unethical entrepreneurs fail to establish themselves in the market.

Etiquette includes universal universal moral and ethical standards:

respectful respect for elders;
helping a woman
honor and dignity;
modesty;
tolerance;
benevolence and others.

Features of the ethics of communication in a business environment

In a business environment, it is not enough to just be a well-mannered, cultured, polite person. Business etiquette has a number of features and differences. The rules of business etiquette require strictness and accuracy in execution.

Features of the ethics of communication in the organization are determined by the specifics of the economic sphere of people's lives and the traditions that have developed in the cultural environment.

Basics of business etiquette - general principles of a culture of behavior in a corporate environment:

Politeness

The tone of communication with colleagues, partners, clients is always friendly and welcoming. A flawless smile is the hallmark of a successful business person. Politeness helps to increase the profitability of the enterprise, maintain good relations with partners and customers. Nervousness, irritability and panic rules of business etiquette exclude.

Correctness

In a corporate environment, it is not customary to be rude and inattentive even in relation to a dishonest partner. It is necessary to be able to control oneself, restrain emotions and regulate behavior by willpower.

Tact

Business people do not forget about the sense of proportion and tact in relationships with people. Prudently avoid awkward, negative, unacceptable topics in conversation.

Delicacy

Delicacy implies softness, smoothness, flexibility, ornateness of speech. It is customary to say compliments that do not turn into flattery and hypocrisy.

Modesty

The ability to behave modestly characterizes a person as well-mannered, favorably emphasizes his business and personal qualities. A modest specialist and a professional in his field is perceived as a balanced, harmonious, holistic, mature personality.

obligatory

If an employee or manager has taken on an obligation, made a promise, he must keep it. The extent to which the leader or employee of the organization is required can tell about his ability to analyze, predict, assess the situation, forces, and opportunities.

Punctuality

In a business environment, it is considered indecent to be inaccurate in time, not to be able to properly manage it, because this is a sign that a person does not value either his or someone else's time. For example, waiting for an important meeting for more than five minutes is defined as a gross violation of the rules of business etiquette. Time is especially valuable in business.

Laws and rules of ethics

The rules of business etiquette must be observed, as their violation can lead to the rupture of partnerships, loss of reputation, sales markets and other negative consequences.

All business people follow job descriptions, act according to the charter of the organization and follow the oral and written rules of corporate etiquette.

The rules of business etiquette provide for the following working points:

Dress code

The style of clothing is classic, restrained, neat. A strict suit, an acceptable color scheme in clothes (usually black, gray, white), a neat hairstyle. Each organization can prescribe its own dress code rules, but they are always within the framework of the appearance features generally recognized in business.

Attitude towards work

A conscientious, responsible, decent attitude to work is perhaps the main sign of professionalism. At work, it is not customary to solve personal matters, visit social networks, talk a lot with colleagues not on business, often take tea breaks.

Time management

Nobody likes unpunctual people. And in business, every minute is precious, and therefore the value of time cannot be exaggerated. The rules say: time is money; every professional and specialist must master the basics; you need to plan your day.

Written speech

An educated and cultured person always writes correctly. There are rules and canons for the design of business letters and other documentation.

Oral speech

telephone etiquette

Business etiquette involves the rules of negotiations and telephone conversations. They prepare for a telephone conversation in advance: they determine the time when it is more convenient for the interlocutor to talk, prepare questions that need to be asked, note the main points that need to be discussed.

Chatting in Internet

For the etiquette of communication on the Internet, a new word has been coined - netiquet. It is already impossible to imagine a civilized life without the Internet. The modern worker uses e-mail, the company website, internal chat, and so on.

The rules for writing business emails partially coincide with the rules for writing paper letters. It is customary to sign an e-mail not only with the name of the author, but also leave contact information (name of organization, postal code, phone numbers, Skype nickname, company website address, work schedule).

Desktop

On the desktop, according to the rules of etiquette, there should be order. Even stacks of papers, books, folders - everything is in its place. The desktop of the employer and the employee will tell about how he works. The unspoken rule says: the more order on the desktop, the more it is in the head.

trade secret

Confidential information and trade secrets are not subject to disclosure.

Respect

In behavior and communication, a cultured person expresses respect for the interlocutor, partner, opponent, client. Business etiquette obliges you to be an attentive listener, respect the opinions of others, help a colleague with work, and so on.

Business negotiations, meetings, events

The ability to competently conduct negotiations and effectively complete them is a special art. Business etiquette says that negotiations and meetings should have a goal, a plan, a specific time frame and a place that is convenient for both parties.

Business events, such as meeting business partners at a train station or airport, introducing members of a delegation, presenting flowers and other actions, are carried out according to the protocol. For example, there are certain rules for seating at the negotiating table.

Subordination

The relationship "boss - subordinate" involves smooth communication with a certain distance. An ethical boss makes comments to a subordinate only tete-a-tete. Gives oral and written assignments specifically, concisely, clearly. An ethical subordinate unconditionally fulfills the orders of the leader, but can express his point of view, give useful advice, and make a proposal.

Relationships in the team

The microclimate in the team is of great importance, it affects the productivity and performance of employees. Business etiquette involves friendly, respectful relationships, help and support in solving tasks. Taboos: gossip, intrigue, intrigues, the Cold War, as well as office romances (personal life is assumed outside of work hours and not at the workplace).

business gestures

Gestures should be vigorous, but not excessive or sweeping; the gait is even, swift, the walking speed is average (not running and not walking); posture is straight; confident look.

The only touch allowed in a business environment is a handshake. At the same time, there are rules here too. When shaking hands, it is not customary for the hand to be lethargic, wet, cold. The hand of the interlocutor should not be squeezed and shaken for a long time and strongly. There is a lot of psychological literature on body language that deals with business gestures and how they can be interpreted.

To be ethical in a professional environment, you must comply with all laws and adhere to the rules of etiquette.

Ethics and business etiquette are studied in general educational institutions, when attending relevant courses, trainings, seminars and are mastered independently by a business person.

Ethics as a personality trait

The business qualities of a person are the ability to perform tasks and achieve goals determined by the specifics of work, specialty, and qualifications.

There are two types of business qualities:

personal, congenital;
professional acquired.

When hiring new employees, self-respecting companies conduct psychological testing, which allows diagnosing innate and acquired business qualities.

The general and business culture of an employee is no less important than qualifications, ability to work and work experience.

Undoubtedly, when hiring, the moral and ethical qualities of a person are taken into account. But these qualities can also be acquired, nurtured, instilled in the process of professional activity.

The ethics of a person is expressed in such manifestations of his morality:

conscience, a sense of personal responsibility for everything that happens in life;
will, developed self-control, clear regulation of behavior;
honesty, the ability to tell the truth and act accordingly;
collectivism, social orientation of activity, friendliness, desire to strive for a common goal;
self-control, stress resistance, control over feelings and emotions;
adherence to principles, consistency, upholding ethical positions, correspondence of words to actions;
industriousness, desire to work, interest in work;
responsibility, seriousness, stability;
generosity, tolerance, humanity, tolerance;
optimism, faith in the best, self-confidence.

Morality and ethics are the basic characteristics of the personality of a cultural leader and worker. A successful person in business has a developed need to act in accordance with the requirements of ethics and morality, to be kind and honest.

In the modern world, business etiquette has long been considered an economic category. If all employees adhere to high standards of behavior, then a positive atmosphere will be created in the team, respectively, there will be less conflicts and the efficiency of employees will improve. What are these rules and should they be taught?

Business etiquette is...

Usually this term refers to the existing order of behavior and communication in the business sphere. Anyone who cares about his career must certainly know the rules of decency that are accepted in the circle of the strong and successful. With their help, you will never have problems with how to present yourself, what to say so as not to offend anyone, etc. Modern business etiquette also teaches you how to smooth out or prevent conflict.

Functions

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

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

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

Story

The etiquette of a business person was first mentioned in the XI-XII century, when the period of the handicraft division of labor began. During this period, the basic moral requirements that relate to the profession and the nature of work are described. In general, the rules were formed based on everyday experience and the need to regulate relationships between people who perform different jobs. Also, they did not forget to take into account public opinion, which played a key role in the development of business etiquette rules.

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

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

What are the rules of business etiquette for?

Business communication rules apply in such situations:

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

For each of these situations, there are own norms and rules of decency, which must be followed in order not to fall into the mud face. Therefore, it is worth considering each of them separately.

Business meeting

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

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

Business correspondence

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

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

Thirdly, if a letter needs to be sent to several people, then their addresses should simply be added to the "Copy" line. If the answer is needed only from one person, but several people should familiarize themselves with the content of the message, for the rest, the “copy” label is simply made in the letter. The main addressee must send a response, the rest are not required to respond. Fourth, mass mailing is allowed only when the letter does not need to be answered. Typically, such letters clarify the work of employees.

Fifth, you should always indicate the subject of the letter, you must be able to save someone else's time - this is another rule of good form. In a letter, you should first greet the addressee and only then get down to business. If you refer to a person by name and patronymic, he will automatically assume that he is treated with respect. Sixth, it is very important to write correctly. Before sending, you need to re-read the letter several times for compliance with the rules of spelling and punctuation.

telephone etiquette

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

You should always greet the person who is calling. Do not forget about the greeting even when the call is made by the person himself.
Pay attention to intonation. The interlocutor must hear that he is welcome.
You can not say the phrase "I disturb you" or "I disturb you."
After the greeting, introduce yourself.
When talking with a specific person, you first need to find out if he has time for a dialogue.
You need to answer no later than three calls.
If the caller wants to talk to someone from the staff, you do not need to hang up, you need to put the conversation on hold and transfer the call to the person with whom the caller wants to talk.
When talking with a new interlocutor, you need to adjust to the speed of his speech.
Do not smoke, drink or chew during a telephone conversation.
Finishing the conversation, you need to clarify with the interlocutor whether he still has any questions, and only then say goodbye.

Mobile phones

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

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

When the phone rings and the person is not alone, he can answer, but speak for a maximum of half a minute. You can't let a phone conversation disrupt a private meeting. Only if a very important call is expected, the person should warn those present in advance and apologize to them.

Business conversation

The way people behave in society is largely determined by legal, regulatory, administrative and statutory factors. Even the economy and the level of technical equipment of the enterprise can have an impact on human behavior. All these factors affect the level of interaction of employees with representatives of other groups (customers, suppliers, etc.).

Typically, two types of social norms affect participants in business production:

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

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

Principles

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

Punctuality. A person with good manners always does everything on time. In business etiquette, punctuality also means the correct distribution of working time.
Confidentiality. Good employees know how to keep the secrets of their company, even if they concern personal relationships between the boss and the subordinate.
Attention to the environment. An educated person should always respect the opinions of others, even if it does not correspond to his worldview. Take into account advice and criticism, as well as learn from the experience of the people around him.
Literacy. The ability to correctly formulate one's thoughts and compose official letters without errors are important skills that a well-mannered person should possess.
Sanity. When creating certain rules within the enterprise, it is necessary, first of all, to be guided by common sense. Typically, standard corporate business etiquette should improve efficiency and streamline the workflow. If they don't, then they should be replaced.
Freedom. This is one of the most important principles of business etiquette. It is important to respect the privacy of others. Negotiating for the sake of signing a contract is not recruiting into a religious sect. The host party shows the potential partner all the pros and cons of this cooperation (at the same time, you should not throw mud at the competitors' firms), and he already decides on his own whether to accept the offer or not.

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

Business etiquette is those rules without which you cannot reach certain heights in business. Even despite the instability in the economy and politics, good manners will always be held in high esteem.

Business communication enters the life of a modern person and occupies a strong place in it. More and more people today are focused on solving important issues that they devote enough time and attention to. Business communication involves the observance of certain rules and norms of behavior that are agreed between participants in the same process or company. They are the etiquette of business communication. In addition, there are general rules, the observance of which is the accepted norm. Business communication etiquette assumes that partners are aware of how to behave in society.

Stages of business communication

Normally, any social interaction is based on the observance of specific rules. Every educated person tries to comply with these rules and norms. If for some reason it becomes impossible to comply with them at a certain point in time, they will definitely apologize. What are the stages of business communication?

Establishing contact

Before solving any important issues through negotiations or other forms of social interaction, it is necessary to establish contact with a potential partner. It is impossible to immediately reveal all the details, to get to the heart of the matter, if you do not even know your interlocutor. Establishing contact in business communication assumes that the participants in the event shake hands, sit down at a common negotiating table. It is good if they are introduced to each other by a common partner or just a familiar person in the business field. Further interaction often depends on how successful the establishment of contact was. If people are immediately imbued with sympathy for each other, then it will be easier for them to build trusting business communication. Etiquette plays a big role here, so you can’t forget about the norms and rules of interaction. Etiquette implies the obligatory adherence to all points, so it is easier to build a truly effective business communication.

Discussion of the problem

Participants in the process come together in order to mutually come to a solution to a specific problem. It is required to discuss significant details among themselves so that later there is no misunderstanding. At this stage, business communication is built on the principle of mutual trust. It is very important not only to make a good impression on your partner, but also to understand how mutually beneficial cooperation will be. Business communication etiquette assumes that people exchange opinions and look for ways to achieve a satisfactory result. The rules do not allow interlocutors to be detained longer than the discussion of a particular issue suggests. In general, business people value both their personal time and respect the individual space of their interlocutors.

Solution

When the participants have come to the most significant moment of their negotiations (that is, they have discussed the details and identified the main problem), it is time to address the significant issue. Business communication etiquette assumes that everyone has the right to their own point of view, even if it is fundamentally different from the opinion of the majority. Rules and norms exist for everyone without exception. Do not think that your vision of the situation is the only correct and valuable one. Having approached the solution of the main issue, one should listen to colleagues and the comments of partners. It should be remembered that solving a problem is why people are going to negotiate. The rules of decency only in rare cases allow you to immediately move on to the subject of discussion. However, it must be remembered that business communication would hardly have taken place without a significant reason. Time is too precious for business people to spend it just like that.

Leaving contact

After the successful completion of the transaction, the participants in the process exchange polite wishes of good luck and success. When the main issue is resolved, it is time to end the communication. This does not mean that the partners do not see the point in seeing each other again in the future. It only says that in this particular case they have reached a certain agreement. The rules and norms of etiquette dictate that a business partner should not be detained longer than is required to resolve a specific issue. And this is a very correct approach, allowing more time to be devoted to solving the most pressing and pressing issues.

General rules of business communication etiquette

Below are the main characteristics of business communication etiquette. Observing them, a person will be able to inspire confidence in himself, climb up the career ladder in a relatively short period of time. These norms cannot be discarded or pretended that they do not exist at all. The etiquette of business people is associated with certain rules that cannot be ignored. Let's consider them in more detail.

Politeness

The etiquette of business interaction implies that the interlocutor must be addressed with emphatic politeness. Even if you are talking with someone who is obviously unpleasant to you, you should not show your true attitude. It will be extremely ugly. In any of your actions, it is important to observe correctness and not allow the development of ambiguities that can somehow hurt or offend your partner. Politeness allows you to remain calm even in conflict situations and avoid serious consequences. As if a person has the opportunity not to splash out feelings, but to postpone it, waiting until the emotional stress passes on its own. If internal irritation occurs, with the help of politeness, you can endure an excellent pause and do nothing to demonstrate your rejection.

Politeness is an integral part of business communication etiquette. It is difficult to imagine the head of a serious enterprise who would be distinguished by increased emotionality and impressionability. Etiquette teaches you to restrain your emotions, to suppress them at the right time. Otherwise, a person simply will not be able to fully manage the team and monitor the work of other people. At the same time, ordinary employees should not show their emotions unnecessarily in the service. This will hinder the building of business relations, will interfere with the quality performance of the activity itself.

Emotion control

Business etiquette suggests that showing your emotions in front of people is unacceptable. In the presence of business partners or colleagues, fears, doubts, and insecurities should not be shown. All this has no place in the world of business or even just in the service. Otherwise, a person will never be able to feel protected, but will become vulnerable to any jokes, gossip and gossip from the environment. It is unlikely that anyone wants to become the subject of negative discussions or acquire a reputation for being unrestrained, ill-mannered. Controlling emotions allows you to avoid unnecessary questions, maintain your own reputation and gain the respect of colleagues, subordinates and superiors for your own person. Business communication etiquette assumes that all employees are familiar with the rules of conduct in their workplaces in advance and by default will not behave unworthily or ugly. Observing the norms, one can count on understanding and all possible assistance from those around him regarding the solution of some pressing issues of business importance.

Punctuality

Every meeting must be on time. Whatever the subject of discussion concerns, whatever aspects it affects, the time of arrival at the place of negotiations must be strictly observed. It is better to arrive ten or fifteen minutes early than to be late and make everyone wait for you alone. To be late means to be disrespectful to business partners who have gathered in a particular place to discuss important issues. Business relationships in and of themselves require punctuality. This is the etiquette of business communication and is usually not disputed. By being punctual, you can establish yourself as a responsible and executive person striving to achieve the goal.

Timely completion of tasks

In business relations it is unacceptable to play for time. Etiquette does not allow this. Otherwise, a business partner may doubt your reliability and next time will not entrust you with an important project. Timely completion of tasks is the key to success in the world of business relations. It is important to acquire a reputation as a self-confident and responsible person who, under any circumstances, keeps his word. Only in this case, interaction with business partners will be effective and truly useful. Etiquette imposes certain obligations on a person, which must be fulfilled. It is necessary to try to structure your activities as much as possible in order to keep up with everything and not get into unpleasant situations.

Information privacy

Business etiquette implies that all available information, which is of undeniable importance, should not be disclosed to third parties. Outsiders should not have anything to do with what is happening and should not know any details of ongoing business transactions. Data confidentiality helps to make the process of business cooperation as convenient and mutually beneficial as possible. If you do not pay enough attention to the issue of business etiquette, you can find yourself in a very awkward and difficult situation.

In the sphere of business relations, one should not demonstrate one's bad mood to others. Even if you are really worried about personal experiences, you need to try to forget about them for a while. In the world of business relations, they simply have no place. No one is interested in experiences that are not related to work and directly to the activity itself. Affability is an important aspect of etiquette and should never be overlooked. You should be friendly with colleagues at work, with business partners and all the people with whom you have to interact. It is necessary to treat criticism in a businesslike way, remembering that it is aimed at improving the quality of work, and not at insulting or offending you personally.

Clothing Code Compliance

Business interaction implies following a certain style in the clothes of employees. It is unacceptable to choose clothes, focusing solely on your taste. You cannot wear clothes of a different style than is customary in the field of a particular business cooperation. Such behavior can greatly annoy colleagues and superiors. Compliance with a certain dress code will characterize you from the best side, demonstrate that you understand where and why you came.

Speech control

Business etiquette implies that your speech must be carefully considered. Before saying anything out loud, it is better to make sure that the chosen phrases are correct and their semantic meaning. Speech control allows you to achieve a positive effect in negotiations and avoid awkward situations that may accidentally arise under the influence of emotions.

Thus, the etiquette of business communication implies the observance of certain norms of behavior. These rules are not written anywhere, but everyone knows them and tries to follow them in order not to get into an awkward position and not be in an ambiguous situation. Etiquette helps people maintain a certain distance in relation to each other and fully concentrate on the tasks at hand.

Decency is the least important of all the laws of society, and the most honored. F. La Rochefoucauld (1613-1680), French moralist writer

At the beginning of the 18th century, Peter the Great issued a decree according to which everyone who behaved "in violation of etiquette" was subject to punishment.

Etiquette is a word of French origin, meaning demeanor. Italy is considered the birthplace of etiquette. Etiquette prescribes the norms of behavior on the street, in public transport, at a party, in the theater, at business and diplomatic receptions, at work, etc.

Unfortunately, in life we often encounter rudeness and harshness, disrespect for the personality of another. The reason is that we underestimate the importance of the culture of human behavior, his manners.

Manners are the way one behaves, the external form of behavior, the treatment of other people, as well as the tone, intonations and expressions used in speech. In addition, these are gestures, gait, facial expressions that are characteristic of a person.

Modesty and restraint of a person in the manifestation of his actions, the ability to control his behavior, to treat other people carefully and tactfully are considered good manners. Bad manners are considered; the habit of talking and laughing loudly; swagger in behavior; the use of obscene expressions; coarseness; slovenliness of appearance; manifestation of hostility to others; inability to restrain one's irritation; faux pas. Manners belong to the culture of human behavior and are regulated by etiquette, and a true culture of behavior is where a person's actions in all situations are based on moral principles.

Back in 1936, Dale Carnegie wrote that the success of a person in his financial affairs is 15 percent dependent on his professional knowledge and 85 percent on his ability to communicate with people.

Business etiquette is a set of rules of conduct in business, service relations. It is the most important side of the morality of the professional behavior of a business person.

Although etiquette presupposes the establishment of only external forms of behavior, but without an internal culture, without observing ethical standards, real business relations cannot develop. Jen Yager, in her book Business Etiquette, points out that every issue of etiquette, from boasting to exchanging gifts, must be dealt with in the light of ethical standards. Business etiquette prescribes observance of the rules of cultural behavior, respect for a person.

Jen Yager has formulated six basic commandments of business etiquette.

1. Do everything on time. Being late not only interferes with work, but is also the first sign that a person cannot be relied upon. The “on time” principle applies to reports and any other tasks assigned to you.

2. Don't talk too much. The meaning of this principle is that you must keep the secrets of an institution or a particular transaction with the same care as personal secrets. Never retell to anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.

3. Be kind, friendly and welcoming. Your clients, customers, buyers, colleagues or subordinates can find fault with you as much as they like, it doesn’t matter: all the same, you must behave politely, affably and kindly.

4. Think of others, not just yourself. Attention should be shown not only in relation to customers or customers, it extends to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates. Don't be quick to snap when someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence should not prevent you from being humble.

5. Dress appropriately.

6. Speak and write in good language 1 .

Etiquette is expressed in various aspects of our behavior. For example, a variety of human movements, postures that he takes can have etiquette meaning. Compare the polite position facing the interlocutor and the impolite position with your back to him. Such etiquette is called non-verbal (i.e. wordless). However, speech plays the most important role in the etiquette expression of relations with people - this is verbal etiquette.

The Persian writer and thinker Saadi (between 1203 and 1210-1292) said: "Whether you are smart or stupid, whether you are great or small, we do not know until you have said a word." The spoken word, like an indicator, will show the level of a person's culture. I. Ilf and E. Petrov in the novel "The Twelve Chairs" ridiculed a miserable set of words from the lexicon of Ellochka-"cannibals". But Ellochka and her kind are often encountered and they speak in jargon. Jargon is a "corrupted language", the purpose of which is to isolate a certain group of people from the rest of society. The most important aspect of speech etiquette is the inadmissibility of slang words and obscene language.

A prominent place in business etiquette is occupied by the words of greeting, gratitude, appeal, apology. The seller turned to the buyer on "you", someone did not thank for the service, did not apologize for the offense - ~ such a failure to comply with the norms of speech etiquette turns into an insult, and sometimes conflicts.

Specialists in business etiquette attach great importance to the appeal, because the form of further communication depends on how we address a person. The everyday Russian language has not developed a universal appeal, as, for example, in Poland - “pan”, “pani”, therefore, when

1 Yager J. Business etiquette. How to survive and succeed in the business world: Per. from English. - M., 1994. - S. 17--26.

when addressing a stranger, it is better to use an impersonal form: “sorry, how can I get through ...”, “please, ...” but it is not always possible to do without a specific address. For example: “Dear comrades! Due to the repair of the escalator, the entrance to the metro is limited.” The word "comrade" is originally Russian, before the revolution they denoted the position: "comrade of the minister." In the dictionary of the Russian language by S.I. Ozhegov, one of the meanings of the word “comrade” is “a person close to someone in terms of common views, activities, living conditions, etc., as well as a person friendly to someone” Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988. - S. 652 ..

The word "citizen" is also used in everyday life. "Citizen! Don't break the rules of the road!" - it sounds strictly and officially, but from the appeal: “Citizen, stand in line!” it blows cold and a long distance between those who communicate. Unfortunately, gender-based appeals are most often used: “Man, move over!”, “Woman, remove the bag from the aisle!” In speech communication, in addition, there are historically established stereotypes. These are the words "sir", "madame", "mister" and the plural of "gentlemen", "ladies". In business circles, the address "mister" is used.

When using any form of address, it should be remembered that it must demonstrate respect for the person, take into account gender, age and the specific situation. It is important to feel exactly who we are talking to.

How to address colleagues, subordinates, manager? After all, the choice of treatment in official relations is rather limited. The official forms of address in business communication are the words "master" and "comrade". For example, “Mr. Director”, “Comrade Ivanov”, that is, after the words of the appeal, it is necessary to indicate the position or surname. You can often hear how a manager addresses a subordinate by his last name: "Petrov, bring me a report for the first quarter." Agree that such an appeal has a connotation of disrespectful attitude of the leader to the subordinate. Therefore, such an appeal should not be used, it is better to replace it with a patronymic name. Addressing by name and patronymic corresponds to the Russian tradition. This is not only a form of address, but also a demonstration of respect for a person, an indicator of his authority, his position in society.

A semi-formal address is an address in the form of a full name (Dmitry, Maria), which involves using both the appeal "you" and "you" in a conversation. This form of address is infrequent and can set up interlocutors for a strict tonality of the conversation, for its seriousness, and sometimes means dissatisfaction with the speaker. Usually such a treatment is used by the elders in relation to the younger ones. In official relations, you should always refer to "you". While maintaining the formality of relations, strive to bring an element of goodwill and warmth into them.

It is necessary to observe delicacy so that any appeal does not turn into familiarity and familiarity, which are typical when addressing only by patronymic: “Nikolaich”, “Mikhalych”. An appeal in this form is possible from an elderly subordinate, most often a worker, to a young boss (foreman, foreman). Or, conversely, a young specialist turns to an elderly worker: "Petrovich, try to finish the work by lunchtime." But sometimes such an appeal carries a shade of self-irony. With this form of conversation, the appeal to "you" is used.

In business communication, great importance is attached to transitions in address from “you” to “you” and vice versa, the transition from official address to semi-official and everyday. These transitions betray our relationship to each other. For example, if the boss always addressed you by your first name and patronymic, and then, having called you into his office, suddenly turned by your name, we can assume that a confidential conversation is ahead. And vice versa, if in the communication of two people who had an address by name, the first name and patronymic are suddenly used, then this may indicate a strained relationship or the formality of the upcoming conversation.

An important place in business etiquette is occupied by a greeting. Meeting each other, we exchange phrases: “Hello”, “Good afternoon (morning, evening)”, “Hi”. People celebrate a meeting with each other in different ways: for example, the military salute, men shake hands, young people wave their hands, sometimes people hug when they meet. In greeting, we wish each other health, peace, happiness. In one of his poems, the Russian Soviet writer Vladimir Alekseevich Soloukhin (1924-1997) wrote:

Hello!

Bowing, we said to each other,

Although they were complete strangers. Hello!

What special topics did we say to each other?

Just "Hello", we didn't say anything else.

Why did a drop of sun increase in the world?

Why did life become a little more joyful?

We will try to answer the questions: “How to greet?”, “Whom and where to greet?”, “Who greets first?”

Entering the office (room, reception) it is customary to greet the people there, even if you do not know them. The youngest, a man with a woman, a subordinate with a boss, a girl with an elderly man greet first, but when shaking hands, the order is reversed: the elder, the boss, the woman gives the first hand. If a woman confines herself to a bow when greeting, then a man should not extend his hand to her. It is not customary to shake hands over a threshold, a table, through any obstacle.

Greeting a man, a woman does not get up. When greeting a man, it is always recommended to get up, except when it may disturb others (theatre, cinema) or when it is inconvenient to do so (for example, in a car). If a man wants to emphasize a special disposition towards a woman, then when he greets him, he kisses her hand. The woman puts her hand with the edge of her palm to the floor, the man turns her hand so that it is on top. It is recommended to lean towards the hand, but it is not necessary to touch it with your lips, while remembering that it is better to kiss the lady’s hand indoors and not outdoors. The rules to greet each other are valid for all peoples, although the forms of manifestation can vary significantly.

A prerequisite for business contact is the culture of speech. Cultural speech is, first of all, correct, competent speech and, in addition, the right tone of communication, manner of speaking, and precisely chosen words. The larger the vocabulary (lexicon) of a person, the better he speaks the language, knows more (is an interesting conversationalist), more easily expresses his thoughts and feelings, and also understands himself and others.

* monitor the correct use of words, their pronunciation and stress;

* do not use turns containing extra words (for example, “absolutely new” instead of “new”);

* avoid arrogance, categorical and arrogant. The habit of saying "thank you", politeness and courtesy, the use of appropriate language and the ability to dress appropriately are among the valuable traits that increase the chance of success.

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Rules of business etiquette, which must be followed by everyone who values ​​​​reputation. Business Etiquette: Basics and Rules