Which country is considered the birthplace of etiquette? "Rules of etiquette in public places"

In modern society, lately people have often begun to talk about the rules of etiquette. What is this concept? Where did it originate? What are its features and types? It is etiquette and its importance in society that will be discussed in the article.

Origin of the concept and its meaning

The main types of etiquette are: court, diplomatic, military, general. Most of the rules are the same, but the diplomatic one is given great importance, since deviation from its norms can harm the prestige of the country and complicate its relations with other states.

Rules of conduct are established in many areas of human life, and depending on them, etiquette is divided into:

business;
speech;
dining room;
universal;
religious;
professional;
wedding;
festive and so on.

General rules of etiquette in specific situations

Greeting is the very first and main rule of behavior for a cultured person; since ancient times it has been a criterion of a person’s upbringing. The world has celebrated Greetings Day every year for more than 40 years.

The second main rule of etiquette is mastery of communication culture. Her skills and ability to conduct a conversation allow her to achieve what she wants and conduct a competent and polite dialogue with people.

Currently, telephone conversations are the most common form of communication among the population, therefore telephone etiquette, or the ability to conduct this kind of conversation, plays a great role in society. When talking on the phone, it is customary to clearly express your thoughts and be able to stop in time to give the interlocutor an opportunity to speak. Some companies provide special training to employees in the ability to conduct telephone conversations.

Good manners are the main component of cultural communication, some of them are taught to us from childhood, and the rest we learn in everyday adult life.

The essence of etiquette and its importance in society

From a practical point of view, the importance of etiquette is that it allows people to use forms of politeness to communicate with other people.

Of great importance in communication is a person’s appearance, the ability to behave correctly in public places, when visiting, on holidays.

The manner of speaking and the ability to tactfully conduct a conversation are of considerable importance. To be a good conversationalist, you need to know what you are talking about and be able to express your thoughts in such a way that they are interesting to your interlocutor.

You need to be able to manage your negative emotions and negative mood. According to the rules of etiquette, the best way to defeat negativity is a human smile.

Society values the ability to listen to an interlocutor, attention and attentiveness, the ability to come to the rescue in a timely manner and provide a service to someone who needs it.

Based on a person’s behavior, his skills and style of communication with other people, one can easily determine the level of his upbringing.

So what is etiquette? This is a set of rules and behavior generally accepted in society, as well as a culture of actions. The established rules of communication and behavior of people reflect their lifestyle, living conditions, customs, therefore etiquette is also the national culture of the state.

Decency is the least important of all the laws of society and the most revered.

F. La Rochefoucauld (1613-1680), French moralist writer

At first XVIII century, Peter the Great issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment.

Etiquette- a word of French origin meaning manner of behavior. Italy is considered the birthplace of etiquette. Etiquette prescribes standards 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 a person’s culture of behavior, his manners.

Manners- this is a way of holding oneself, the external form of behavior, treatment of other people, as well as the tone, intonation and expressions used in speech. In addition, these are gestures, gait, facial expressions characteristic of a person.

Good manners are considered to be modesty and restraint of a person in the manifestation of his actions, the ability to control his behavior, and treat other people carefully and tactfully. The following are considered bad manners: the habit of speaking loudly and laughing; swagger in behavior; use of obscene language; coarseness; sloppiness in appearance; manifestation of hostility towards others; inability to control one's irritation; tactlessness. Manners relate 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 depends 15 percent on his professional knowledge and 85 percent on his ability to communicate with people.

Business Etiquette- this is a set of rules of conduct in business and official relationships. It is the most important aspect of the morality of professional behavior of a business person.

Although etiquette presupposes the establishment of only external forms of behavior, without internal culture, without observing ethical standards, real business relationships cannot develop. Jen Yager, in her book Business Etiquette, notes that every etiquette issue, from bragging to gift exchange, must be addressed in the light of ethical standards. Business etiquette prescribes compliance with the rules of cultural behavior and respectful attitude towards people.

Jen Yager articulated 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 on. 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 are obliged to keep secrets of an institution or a specific transaction as carefully as you keep secrets of a personal nature. Never tell anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.

3. Be kind, friendly and welcoming. Your clients, clients, customers, colleagues or subordinates can find fault with you as much as they want, it doesn’t matter: you still have to behave politely, affably and kindly.

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

The well-known term “etiquette” comes from the French word étiquette - ethics. This is a set of rules for appropriate human behavior in society. The historical roots of the term in its modern format go back to the reign of the French king Louis XIV.

The origin of the concept

The history of this concept originates in France. This is due to the fact that the term was first used at the court of the French king. Before the next social event, special cards were distributed to invitees. They indicated the main provisions of behavior.

This is how the first official set of rules of behavior in a cultural society appeared. Since then, the active development of etiquette in the upper classes began, despite the fact that certain provisions and norms existed in ancient times.

Experts claim that the first unspoken rules worked in Europe back in the Middle Ages, but they were not recorded anywhere. Guests participating in long feasts were seated in a certain sequence, although at that time there was no cutlery in their modern sense.

France is generally considered to be the birthplace of the concept of “etiquette,” however, some experts claim that the position of the ancestor of the above-mentioned phenomenon is also disputed by England. Despite the emergence of certain norms of behavior, they could not develop adequately due to the harsh and cruel conditions of that time. As a result, morality, ethics and spirituality faded into the background.

There is evidence that certain rules of good manners appeared in the 14th century within the borders of Italy. Cultural personal growth began to be observed in the state. Social essence began to matter in society.

In the 15th century, European countries began to use personal cutlery. A century later, these attributes became mandatory during dinners. The use of a fork and knife became the impetus for the formation of European social etiquette.

The development and spread of this effect was particularly influenced by court ritual. A need arose for the position of master of ceremonies, who carefully monitored the implementation of all necessary instructions and regulations.

They compiled lists of people who had the right to accompany the monarchs during their walks and other events.

Age of Enlightenment

The rules of etiquette became especially widespread during the Age of Enlightenment. During this period they moved from the upper layers of the nobility to the rest of the population. The norms became simplified and more democratic compared to the manners at court.

The modern meaning of the term has evolved over several centuries and has reached our time. For example, knights, when in the company of close people, took off their helmet. This clearly demonstrated their trust. Now men take off their hats indoors. They also uncovered their heads as a sign of greeting to people passing by.

The tradition of shaking hands when meeting also originates in Europe. People of equal age or position shook hands, while those of superior status were kissed.

The younger one should not have extended his hand to greet him first.

Ancient Rus'

Historians have been tracking the process of the emergence of etiquette on the territory of Rus' since the Pre-Petrine period. The etiquette of that time was significantly different from the manners of Europeans. Foreign citizens often perceived the everyday norms of Russian behavior as something wild and even barbaric.

Byzantine traditions had a huge influence on the formation of rules of behavior in Russia. Not only local etiquette was borrowed from this state, but also national age-old traditions. They moved to Russian lands along with the Christian religion. Despite such changes, it was possible to preserve pagan rituals that have survived to the present day.

The second factor that changed the habitual way of life of the people was the influence of the Mongol-Tatar yoke. Certain elements of this culture passed on to the lands of Ancient Rus'.

Social status

The position of a person played a huge role in society. In this sense, the inhabitants of Rus' and Western Europe were very similar. Russian people also honored their elders.

There was a special attitude towards the guests. If an important person came to the house, she was greeted personally by the owner of the property on the porch. Those who were younger in terms of social ladder and age were already greeted in the room of the house, and those of equal age were greeted in the entryway.

Noble people of that time walked with a special cane. Crossing the threshold of the building, she was left in the entryway. Headdresses were removed and carried in the hands.

Religion had a huge influence on norms of behavior. Entering the house, guests stopped near the icons and were baptized. Then they made three traditional bows to the holy images. Next, the guests had to greet the host with a bow. Close people exchanged handshakes and hugs.

As soon as the guests left, they went through almost the same sequence of actions, crossing themselves and bowing to the image of the saints. Then they said goodbye to the owner. Blowing your nose, sneezing and coughing at a party was bad manners.

Clothing and appearance

The clothing of Russian men and women during the Middle Ages was not much different. In addition, there was no size chart, all things were loose. In the cold season, they always wore sheepskin coats, jackets, fur coats and other warm clothes. Beautiful clothes, decorated with decorative elements, spoke of a person’s high status and wealth. Peasants wore felt boots in the cold, and the nobility wore boots.

According to the rules of good manners, women wore long braids. Braided hair was a must. They did not wear their hair down; it was considered indecent. Men of that time were decorated with lush beards and mustaches.

Feast

At the beginning of the feast in Rus', the guests ordered a glass of vodka. She definitely had to eat some bread. Pre-chopped dishes were laid out on the table. Cutlery made of precious metals was placed with them, however, they had no practical function. These decorations testified to the hospitality and wealth of the owner of the house.

The bones were not left on the plate, but placed in a separate bowl.

The guests of the feast tried to try all the drinks and dishes offered by the hosts; this was considered a sign of special veneration.

Peter's era

During the time of Peter I, Western trends began to be increasingly introduced into the development of etiquette. The fashion of Germany, England and Holland also had a significant influence. The behavioral norms of high society of that period changed and transformed significantly. Then they moved on to ordinary people.

Over time, the influence of the above European states changed to French. At that time, Queen Elizabeth ruled the state. Tradition, language, fashion and much more moved to Russian lands.

The social behavior of secular people acquired the character of sentimentalism. Afterwards it was successfully transformed into romanticism. People began to be interested in education. Art comes to the fore: painting, music, literature.

Historians note that a sharp decline in French influence was noticeable in 1812, after the end of World War II.

Despite social restructuring, the fashion for the French language remained. Ladies from high society were especially interested in him.

Norms of behavior in the feudal society of Europe

The system of chivalry, known to many, originated in Europe in the 11th century. It significantly influenced the development of European, and then world, etiquette. During this period, new rituals and traditions began to appear, which began to literally “absorb” into society. This is the time of world-famous knightly tournaments and feats in honor of beautiful ladies.

At the same time, the ritual of knighting men appeared. A special ceremony was carried out in connection with established rules and regulations. Knights come up with their own personal code and strictly follow it. The rules established by this code become mandatory for soldiers. The treatise indicated not only norms of behavior, but also the style of clothing and the theme of the symbolism used.

Gender inequality

In medieval Europe, inequality between men and women was clearly demonstrated. Representatives of the fair sex had much fewer rights and freedoms compared to men of that time. Patriarchy reigned, and the rights of the strong half of humanity were enshrined at the legislative level. This way of life was supported by the church.

These restrictions influenced the process of developing behavioral norms for men and women.

Knights and ladies

Special rules of etiquette arose as a result of the relationships of knights with their lovers. The man practically became the lady's servant. He fulfilled all the whims and caprices of the lady of his heart. This pattern of behavior existed even if the woman did not share the feelings of her boyfriend, and the love remained unrequited.

To become a knight's beloved lady, a woman had to meet certain standards. She must be visually attractive, sociable and inquisitive. The ability to conduct small talk was revered. Relationships did not depend on marital status

To be considered a true knight, a man must be brave, strong, honest, sincere, hospitable and generous. They showed these and other qualities during battles and numerous tournaments. The knight was obliged to keep his word at all costs. They also held lavish feasts, clearly demonstrating their generosity.

Present

Gifts that knights gave to their ladies were considered the rules of good manners. An ideal present is a toilet item (jewelry, comb, scarf, and much more). If a man became the winner in a tournament, he would definitely give his opponent’s horse and weapon to his beloved as a trophy. The lady had every right to refuse the offering. This spoke of her indifference to the man.

Vows

Knights and ladies sometimes swore oaths to each other. Sometimes they made up meaningless and stupid things, but they were adhered to without fail. For example, a man could come up with the following conditions: he refused to cut his hair until a certain feat or significant date.

At this time, the woman could completely refuse to eat.

Rules for courtiers

Representatives of high society were expected to follow the rules of etiquette flawlessly. Higher demands were placed on them. During the late Middle Ages, manners were given special importance. Those rules that were adopted several centuries ago have been preserved, transformed and transformed.

During the Enlightenment, the first manuals began to appear that contained the provisions of palace ethics. Representatives of the nobility carefully studied textbooks.

The book stated the following:

Basic rules for conducting a conversation.
Correct daily routine.
How to behave during various ceremonies and much more.

The main features of the etiquette of high-ranking persons are the finest details that were of great importance. Compliance with all points exactly was a prerequisite. During balls, the nobility adhered to certain sets of rules and followed them unquestioningly.

Course work

Basic rules of business etiquette

Introduction

1. General information about ethical culture

2. Business etiquette

3. Human appearance

4. Telephone culture

5. Business conversation

6. Business correspondence

7. Business card in business life

8. Business protocol

Conclusion

Literature

Introduction

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions. Ethics is one of the oldest branches of philosophy, the science of morality.

Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he is living correctly and what he should strive for. A person can make communication effective and achieve certain goals if he correctly understands moral standards and relies on them in business relationships. One of the first rules of morality in history is formulated as follows: “act towards others as you would like them to act towards you. A person becomes human only when he affirms the human in other people. If he does not take into account moral standards in communication or distorts their content, then communication becomes impossible or causes difficulties.

Morality teaches us to do every thing in such a way that it does not hurt the people who are nearby.

The relevance of this topic is beyond doubt, due to the lack of state ideology in modern Russia.

The purpose of this work is to study business etiquette.

The goal of the work will be achieved through the disclosure of the following tasks:

General information about ethical culture

Business Etiquette

Human appearance

Telephone culture

Business conversation

Business correspondence

Business card in business life

Business protocol

The work consists of an introduction, main part, conclusion, and bibliography.

1. General information about ethical culture

As you know, a person enters into business relationships with other people throughout his life. One of the regulators of these relations is morality, which expresses our ideas about good and evil, about justice and injustice. Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he is living correctly and what he should strive for. A person can make communication effective and achieve certain goals if he correctly understands moral standards and relies on them in business relationships. If he does not take into account moral standards in communication or distorts their content, then communication becomes impossible or causes difficulties.

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.

Ethics is one of the oldest branches of philosophy, the science of morality. The term “ethics” comes from the Greek word “ethos” (“ethos”) - custom, morality. The term "ethics" was introduced by Aristotle (384-322 BC) to designate the doctrine of morality, and ethics was considered a "practical philosophy" that should answer the question: "What should we do in order to do the right things?" moral actions?

Initially, the terms “ethics” and “morality” coincided. But later, with the development of science and social consciousness, different contents were assigned to them.

Morality (from the Latin moralis - moral) is a system of ethical values that are recognized by man. It regulates human behavior in all spheres of public life - at work, at home, in personal, family and international relations.

“Good” and “evil” are indicators of moral behavior; it is through their prism that a person’s actions and all his activities are assessed. Ethics considers “good” as the objective moral meaning of an action. It unites a set of positive norms and moral requirements and acts as an ideal, a role model. “Good” can act as a virtue, i.e. be a moral quality of a person. “Good” is opposed to “evil”; there has been a struggle between these categories since the foundation of the world. Morality is often identified with goodness, with positive behavior, and evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, up without down, day without night, but nevertheless they are not equivalent.

Acting morally means choosing between good and evil. A person strives to build his life in such a way as to reduce evil and increase good. Other important categories of morality - duty and responsibility - cannot be correctly understood and, even more so, cannot become important principles in human behavior if he has not realized the complexity and difficulty of the struggle for good.

Moral norms receive their ideological expression in commandments and principles about how one should behave. One of the first rules of morality in history is formulated as follows: “act towards others as you would like them to act towards you.” This rule appeared in the VI-V centuries. BC e. simultaneously and independently of each other in different cultural regions - Babylon, China, India, Europe. Subsequently, it began to be called “golden”, as great importance was attached to it. Today it also remains relevant, and we must always remember that a person becomes a person only when he affirms the human in other people. The need to treat others as oneself, to elevate oneself through the exaltation of others, is the basis of morality and morality.

The Gospel of Matthew says: “So in everything you want people to do to you, do so to them” (chapter 7, v. 12).

Often in business relationships we are faced with contradictions between what is and what should be. On the one hand, a person strives to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the implementation of which is often associated with a violation of moral norms. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in the ethics of business relations, in business communication. Since the ethics of business communication is a special case of ethics in general and contains its main characteristics, the ethics of business communication is understood as a set of moral norms and rules governing the behavior and relationships of people in professional activities. Therefore, when studying the course “Business Culture and Psychology of Communication,” we will talk about how to act in business relationships, so that you know about it, try to accept it and act accordingly.

The norms and rules of behavior in force in society require a person to serve society and coordinate personal and public interests. Moral standards are based on traditions and customs, and morality teaches us to do every thing in such a way that it does not cause harm to the people who are nearby.

One of the main elements of the culture of business communication is the moral behavior of people. It is based on universal human moral principles and norms - respect for human dignity, honor, nobility, conscience, sense of duty and others.

Conscience is a person’s moral awareness of his actions, thanks to which we control our actions and evaluate our actions. Conscience is closely related to duty. Duty is the awareness of conscientious performance of one’s duties (civil and official). For example, when a duty is violated, thanks to conscience, a person is responsible not only to others, but also to himself.

Honor, which is expressed in recognition of a person’s moral merits and reputation, is of great importance for a person’s moral character. The honor of an officer, the honor of a businessman, the honor of a knight - it is this that requires a person to maintain the reputation of the social or professional group to which he belongs. Honor obliges a person to work conscientiously, to be truthful, fair, to admit his mistakes, and to be demanding of himself.

Dignity is expressed in self-respect, in awareness of the significance of one’s personality; it does not allow a person to humiliate himself, flatter and please for his own benefit. However, an excessive sense of self-esteem does not really decorate a person. The ability of a person to be restrained in revealing his merits is called modesty. A person who is worth something does not need to flaunt his merits, increase his worth, or instill in others the idea of his own irreplaceability.

An integral part of the culture of business communication is nobility. A noble man is true to his word, even if it is given to an enemy. He will not allow rudeness towards people he does not like, and will not slander them in their absence. Nobility does not require publicity and gratitude for help and sympathy.

2. Business etiquette

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

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

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

Manners are the way one carries oneself, the outward form of behavior, the way one treats other people, as well as the tone, intonation and expressions used in speech. In addition, these are gestures, gait, facial expressions characteristic of a person.

Good manners are considered to be modesty and restraint of a person in the manifestation of his actions, the ability to control his behavior, and treat other people carefully and tactfully. Bad manners are considered; habit of speaking loudly and laughing; swagger in behavior; use of obscene language; coarseness; sloppiness in appearance; manifestation of hostility towards others; inability to control one's irritation; tactlessness. Manners relate 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 depends 15 percent on his professional knowledge and 85 percent on his ability to communicate with people.

Business etiquette is a set of rules of behavior in business and official relationships. It is the most important aspect of the morality of professional behavior of a business 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 on. 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 are obliged to keep secrets of an institution or a specific transaction as carefully as you keep secrets of a personal nature. Never tell anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.

3. Be kind, friendly and welcoming. Your clients, clients, customers, colleagues or subordinates can find fault with you as much as they want, it doesn’t matter: you still have to behave politely, affably and kindly.

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

5. Dress appropriately.

6. Speak and write in good language 1.

Etiquette is expressed in a variety of aspects of our behavior. For example, a person’s various movements and postures that he takes can have etiquette meaning. Compare the polite position facing the interlocutor and the impolite position - with your back to him. This etiquette is called nonverbal (i.e., wordless). However, the most important role in the etiquette expression of relationships towards people is played by speech - 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 big or small, we don’t know until you say 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 the pathetic set of words from the vocabulary of Ellochka the “cannibal”. But Ellochka and others like her often meet and they speak in slang. Jargon is a “corrupt language” whose purpose is to isolate a group of people from the rest of society. The most important aspect of speech etiquette is the inadmissibility of slang words and obscene language.

Words of greeting, gratitude, appeal, and apology occupy a prominent place in business etiquette. The seller addressed the buyer on a first-name basis, someone did not thank him for the service, did not apologize for his misconduct - ~ such failure to comply with the norms of speech etiquette results in resentment and sometimes conflicts.

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

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

When addressing a stranger, it is better to use an impersonal form: “excuse me, how can I get by...”, “please, ...” but it is not always possible to do without a specific address. For example: “Dear comrades! Due to the repair of the escalator, entry to the metro is limited.” The word “comrade” is originally Russian; before the revolution, it was used to designate a position: “comrade of the minister.” In the Russian language dictionary by S.I. Ozhegov, one of the meanings of the word “comrade” is “a person who is close to someone in terms of common views, activities, living conditions, etc., as well as a person who is friendly to someone.”

The word “citizen” is also used in everyday life. "Citizen! Don't break the traffic rules!" - this sounds strict and official, but from the address: “Citizen, get in line!” it blows cold and there is a great distance between those communicating. Unfortunately, gender-based addresses are most often used: “Man, move over!”, “Woman, remove your bag from the aisle!” In verbal communication, in addition, there are historically established stereotypes. These are the words “sir”, “madam”, “master” and the plural “gentlemen”, “ladies”. In business circles, the title “Mr.” is used.

When using any form of treatment, 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 addressing.

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

A semi-official address is an address in the form of a full name (Dmitry, Maria), which involves using both the address “you” and “you” in conversation. This form of address occurs infrequently and can set interlocutors to the strict tone of the conversation, its seriousness, and sometimes means the speaker’s dissatisfaction. Typically this type of address is used by elders towards younger ones. In official relations you should always address yourself as “you”. While maintaining the formality of relationships, strive to introduce an element of goodwill and warmth into them.

It is necessary to observe delicacy so that any address does not turn into familiarity and familiarity, which are typical when addressed 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, on the contrary, a young specialist turns to an elderly worker: “Petrovich, try to finish your work by lunchtime.” But sometimes such an appeal carries a tinge of self-irony. With this form of conversation, the “you” address is used.

In business communication, great importance is attached to transitions in address from “you” to “you” and vice versa, the transition from official addresses to semi-official and everyday ones. These transitions reveal our attitude towards each other. For example, if your boss always addressed you by your first name and patronymic, and then, calling you into his office, suddenly addressed you by your first name, we can assume that a confidential conversation is ahead. And on the contrary, if in communication between two people who were addressed by name, their first name and patronymic are suddenly used, then this may indicate tension in the relationship or the formality of the upcoming conversation.

Greetings occupy an important place in business etiquette. When we meet each other, we exchange phrases: “Hello,” “Good afternoon (morning, evening),” “Hello.” People celebrate meeting each other in different ways: for example, the military salutes, men shake hands, young people wave, and sometimes people hug when they meet. In greetings, we wish each other health, peace, and happiness. In one of his poems, the Russian Soviet writer Vladimir Alekseevich Soloukhin (1924-1997) wrote:

Hello!

Having bowed, we said to each other,

Although they were complete strangers. Hello!

What special things did we say to each other?

Just “Hello”, we didn’t say anything else.

Why is there a drop of sunshine in the world?

Why has life become a little more joyful?

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

When entering an office (room, reception area), it is customary to greet the people there, even if you do not know them. The youngest greets first, a man with a woman, a subordinate with a boss, a girl with an older man, but when shaking hands the order is reversed: the elder, the boss, the woman shake hands first. If a woman limits herself to bowing when greeting, then a man should not extend his hand to her. It is not customary to shake hands across a threshold, a table, or any obstacle.

When greeting a man, a woman does not get up. When greeting a man, it is always recommended to stand up, except in cases where this may disturb others (theater, cinema) or when it is inconvenient to do so (for example, in a car). If a man wants to emphasize his special affection for a woman, then when greeting him he kisses her hand. The woman puts her hand with the edge of her palm towards 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, but remember that it is better to touch a lady’s hand indoors, not outdoors. The rules of greeting each other apply to all nations, although the forms of manifestation may vary significantly.

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

Monitor the correct use of words, their pronunciation and stress;

Do not use phrases containing unnecessary words (for example, “absolutely new” instead of “new”);

Avoid arrogance, categoricalness and self-confidence. Saying “thank you,” being polite and courteous, using appropriate language, and dressing appropriately are among the valuable traits that increase the chance of success.

3. Human appearance

They meet you by their clothes, they see them off by their intelligence. Russian folk wisdom

You often hear that you can’t make a conclusion about a person based on their first impression. However, according to psychologists, in 85 out of 100 cases people base their attitude towards another person on the basis of external impressions. Features of a person’s appearance inform us about age, social, national and professional affiliation. That is why both spoken words and appearance are important in communication.

Since ancient times, people have strived for perfection. The ability to create an image for yourself, to create confidence in yourself and those around you in your own attractiveness and bright individuality is an art that has been comprehended for centuries. A person learned to create his own image with the help of clothes, makeup, and hairstyle. The ability to dress beautifully in accordance with life situations is a talent. An evening dress looks ridiculous in the daytime, and if you show up to a service in such an outfit, which you got to by public transport, it’s a grotesque situation.

The main mistake, according to the recognized expert in the field of business clothing J.T. Molloy, is too exaggerated the importance of one’s attractiveness and diligent adherence to fashion. Indeed, people, especially young people, forget that fashion offers a general direction, a faceless standard that does not emphasize individuality. When choosing clothes, it is important to be able to choose a wardrobe in accordance with your appearance, age, taste and situation, and not blindly follow fashion. A person must develop his own style of clothing, since fashion changes, but style remains. You've probably noticed: clothes are fashionable, fit well on your figure and the color is yours, but they don't please the eye or warm your soul - this means that the clothes don't fit into your style, don't match your image and character.

Fashion experts advise wearing what really suits you, what makes you look elegant. An important condition for elegance is taking into account volumes when cutting clothes.

The body and the proportions of its individual parts. It is recommended to select clothes according to your body type and face type. The main thing is to see the shortcomings of your silhouette and skillfully, with the help of clothing, correct them. Clothing is a kind of calling card that has a psychological impact on communication partners. It can say a lot about our personality and situation (see more in section 2.3).

To create a visually attractive image, a person uses makeup, which helps not only to refresh the face, but also to correct small individual flaws in his features. When using decorative cosmetics, it is necessary to take into account the general appearance of a person, the color of his skin, hair, eyes, clothes, face shape, age, as well as the time and place where the person is (daily work, gala evening, disco, theater). Experts in the field of decorative cosmetics advise adhering to the following rules: “less is better than more”; “It’s better without than inept.” Good makeup is invisible makeup, which, as professionals say, should “fit well to the face.”

So, you have fashionable clothes, impeccable makeup, but the wrong hairstyle, and you no longer make a decent impression. Hair is a natural decoration that needs to be looked after daily. Hair makes a person attractive by choosing the right hairstyle. The hairstyle is chosen taking into account the person’s figure, face type and head shape. Hairdressing professionals have developed recommendations on how, with the help of a good choice of hairstyle, you can divert attention from a stooped back and an unattractive neck.

All details of your outfit - from shoes to hair clips - should be in harmony with each other.

An expensive, but unkemptly dressed person with an unpleasant odor and greasy hair sticking out in different directions is unlikely to arouse sympathy. Neatness is the basic etiquette requirement for appearance.

And we must always remember that external beauty can only attract the attention of others, and in order to retain it, spiritual beauty is necessary. Outwardly handsome, but a rude, angry, uncultured person with a vulgar vocabulary and behavior makes an unpleasant impression.

4. Telephone culture

The telephone is a convenient and fast means of communication, without which it is impossible to imagine modern life. They exchange personal and professional information over the phone, arrange meetings, establish and develop business contacts. Humanity has been using the telephone for more than a century: in 1876, the first, still imperfect, but already recognized telephone was created.

A telephone conversation allows for two-way exchange of information regardless of distance. In a short time, the phone will connect you with a colleague from a neighboring department, with a subscriber on the other side of the ocean. But, as practice shows, you need to prepare for a conversation on the phone, especially a business one. For a civil servant or a business person, it is necessary to learn to value your time (and the time of your interlocutor). Poor preparation and the inability to express one’s thoughts concisely and competently take up 20 to 30% of a modern civil servant’s working time. In addition, the culture of telephone communication is a means of shaping your image and the image of the institution in which you serve among your partners.

1. It is useful to keep a pen, notepad and calendar next to your phone.

2. After the call, quickly pick up the phone. Do not hang up the phone during a call: the current in electrical circuits increases sharply, which can lead to damage. Etiquette requires picking up the phone before the fourth ring of the phone, since the impact of telephone calls has a negative effect on the nervous system. You should not pick up the handset “without looking”, without looking up from your work, as it may touch the contact lever and the connection will be interrupted.

3. The handset is off-hook. The question arises: what is the first word to say so that contact is established? There are no strict limits here. As a rule, the person answers: “Hello,” “I’m listening,” “Yes.” It is believed that the first two options are preferable, since “yes” sounds dry and illogical, which can make it difficult to establish psychological contact. Often there are answers: “I’m listening to you,” which sounds somewhat mannered, and the archaic version “At the phone” or “On the wire.” All of the above answers are appropriate in a home environment. In business communication, it is preferable to use informative answers (who answered the phone and in what institution), and you should not call yourself and the company a tongue twister.

4. What should you do if the phone rings during a conversation with a client? The rules of telephone etiquette and politeness dictate the following: apologize to the client, pick up the phone and, citing your busyness, ask to call back. Another option is possible: write down the phone number of the caller and call him back as soon as you are free.

5. How to invite a colleague to the phone? “One minute” (“now”)... Ivan Petrovich - you!” After this, the tube is passed or carefully, without knocking, placed on the table. It is not recommended to invite by shouting or demonstrate your cool relationship with a colleague: after the feedback, “slam” your pipe on the table and say in a cold tone: “Ivanova!”

When calling an employee who is currently absent by telephone, you should not limit yourself to the answer: “He is not there” and throw the handset on the cradle. It should be said; "He's not in now. It will be then. Maybe I should give him something?” If you are asked to do this, record the request and place a note on your colleague's desk. The answers sound very unfortunate: “He’s not there, I don’t know where he is. Maybe leave your phone number." Moreover, you should not go into details: “Alla Viktorovna has not yet come from lunch,” “Probably in the buffet (smoking room),” etc.

6. Business telephone conversations should be brief. For example, a Japanese company will not keep an employee for long who does not solve a business issue over the phone in three minutes.

The one who called ends the conversation, so it is not recommended for the person receiving the call to be impatient and try to “wind up” the conversation. But what to do if the interlocutor is too chatty, distracted from the topic of conversation, and focuses on details? There are many techniques for stopping a conversation with a verbose interlocutor without offending him and at the same time maintaining politeness and delicacy. Usually they use phrases: “It’s very nice to talk to you, but now I have to leave”, “I would like to talk to you more, but I have very urgent matters”, “I was very glad to listen to you, but I have to go to a business meeting” and etc.

7. It is important that a business telephone conversation be conducted in a calm, polite tone. During a conversation, it is necessary to create an atmosphere of mutual respect, which is facilitated by a smile. The interlocutor does not see it, but feels it. Voice, timbre, intonation and tone can say a lot about you. According to psychologists, the intonation and tone of a conversation carry up to 40% of the information. Speaking on the phone, we can inspire trust in the interlocutor or, conversely, hostility.

It is recommended to speak evenly, restrain your emotions and not interrupt the interlocutor’s speech. If your interlocutor expresses himself in a harsh manner and is prone to arguments, then be patient and do not answer him in kind, do not object directly.

8. Never talk on the phone with your mouth full. It is unacceptable to chew, drink or talk to employees during a telephone conversation.

9. The telephone aggravates speech deficiencies, so it is recommended to monitor the pronunciation of numbers, proper names and surnames. In a conversation, it is better not to use specific, professional terms that may not be clear to the interlocutor. Jargon and expressions such as “goes”, “okay”, “good”, “bye”, etc. are not allowed.

10. Since telephone interlocutors do not see each other, they must confirm their attention (in the case of a long conversation alone) with the remarks: “Yes, yes,” “I understand”... If an unexpected pause occurs in a telephone conversation, then you can clarify: “ How can you hear me?”, “Do you disagree?” and so on. If your hearing deteriorates, it is quite reasonable to call one of your interlocutors back. If the telephone connection is interrupted, the initiator of the conversation calls back.

You should end the conversation on time to avoid satiety with communication, which is expressed in unreasonable dissatisfaction and touchiness of partners, and sometimes in irritability. At the end of the conversation, you need to thank them for the call or the information received (news). “Goodbye, thanks for calling”, “It was nice talking to you”, etc.

What to do first, where to start and how to behave if you have to call?

I. Determine the purpose of the telephone conversation (maybe it is not important or necessary). Unnecessary conversations disrupt the work rhythm and interfere with the work of those nearby. If you have determined the purpose and tactics of conducting a telephone conversation, then draw up a plan for the conversation, sketch out a list of issues that you would like to resolve, as this will allow you not to lose sight of the main thing and will make the conversation logical and concise. As an analysis of telephone conversations shows, up to 40% is occupied by repetitions of words and phrases.

2. The number is dialed. Try to interest your interlocutor with your first phrase. First, according to the etiquette of a telephone conversation, it is advisable to identify yourself and say hello, for example: “Ivanova Maria Sergeevna. Hello (good afternoon).” Before asking the person you need to answer the phone, wait for the answer “Hello” at the other end of the line, and then say: “Please call Pyotr Petrovich.” The phrases “Who is this?”, “Where did I end up?” are unacceptable. and so on. If the subscriber does not answer your call, remember that on the 5th signal they hang up and the call is repeated later.

3. Calling a co-worker on the home phone for a business conversation can only be justified for a serious reason. Calls to an apartment after 22:00 and before 8:00 (on weekends up to 10:00) are considered a violation of the rules of etiquette.

4. Failure to fulfill a promise to call back is considered a violation of etiquette. If you promised, you must call, otherwise you will create a reputation for yourself as a frivolous person.

5. Business conversation

In business relationships, a lot depends on personal meetings, conversations, meetings. The advantage of conversation is undeniable, since business connections started in a letter or by telephone develop in personal contacts. During personal meetings, partners use all the richness of human communication: speech, gestures, facial expressions, movements and personal influence.

What could be simpler than a conversation? We met and talked. However, spontaneity is characteristic of everyday conversations - on the street, at home, during breaks between work.

A completely different approach is needed to a business conversation, which has its own patterns and traditions. A business conversation requires careful preparation and is based on ethical norms and rules.

The leading element in preparing a business conversation is planning, i.e. determining the purpose of the meeting and developing strategies and tactics for achieving the goal. Experts recommend thinking through the possible course of the upcoming conversation, in the role of a future opponent, checking the effectiveness of your arguments (see Section 6.1), the logical connection of the wording, and predicting the reaction of the interlocutor (the interlocutor can be a subordinate, business partner or colleague).

The correct choice of place for the conversation is of great importance, and it must be remembered that there should be no strangers in the room, and the interior of the room should help improve the emotional state and relieve fatigue and tension of the partners.

The conversation is usually agreed upon two to three days in advance. This allows you to foresee its possible course in advance and think through the main details. If the person invited to the conversation is not an employee of your organization, then you need to explain to him how best to get to the meeting place and, if necessary, issue a pass in advance. The secretary must be warned about the meeting, know the name of the invitee and be the first to greet him.

A business conversation consists of several stages;

Transmission of information (statement of one’s position) and argumentation;

Listening to the interlocutor’s arguments and reacting to them;

Making decisions.

The beginning of the conversation influences its entire further course; The objectives of the initial stage are to establish contact with a partner, create a favorable atmosphere of mutual trust and respect, as well as attract attention and awaken interest in the problem.

Whether the atmosphere of the meeting will be friendly and businesslike depends on your punctuality, because a visitor who has been waiting for you for half an hour in the reception area is unlikely to be in a friendly mood.

It is advisable to stand up to greet the guest, or even better, meet him at the door of the office, shake hands and show him where to hang his outerwear (if the secretary did not do this in the reception area). In order for the conversation to be “on an equal footing”, it is recommended to conduct the conversation away from the desk. It is best to sit opposite each other. A good host will always offer the guest tea or coffee, and in hot weather - soft drinks. It is advisable to place a watch nearby so that everyone can see how long the conversation lasts, since looking at your watch during a conversation is considered indecent and can be perceived as a signal to end the conversation.

It is better to address the interlocutor by his first name and patronymic and repeat this several times during the further conversation. American human relations specialist Dale Carnegie (1888-1955) argued that a person's name is the sweetest and most important sound for him in any language.

Try to encourage your interlocutor and win him over with the first phrases and questions that may not be directly related to the topic of conversation.

At the beginning of a conversation, an important signal for establishing contact is eye contact, since gaze is a powerful means of nonverbal communication. In general, the ability to “read” nonverbal signals in the behavior of your interlocutor can greatly facilitate understanding your partner. From the very beginning, the conversation should take the form of dialogue. It is very important to learn to listen to your interlocutor without interrupting him, while you need to behave naturally, be honest, not play with your partner and not ingratiate yourself. In addition, it is unacceptable to take out your bad mood on your interlocutors. Remember that your kindness and focus will help a person open up, especially if he is filled with negative emotions or is shy and unsure of himself.

During the conversation, it is recommended to use short, neutral remarks: “Continue, very interesting!”, “I understand you,” which relieve tension and help continue the conversation, as well as clarifying remarks: “What do you mean?”, “What do you think? » etc., helping to lead the conversation in the right direction.

A conversation with a business partner, colleague or subordinate excludes any tactlessness: a dismissive tone, cutting off the interlocutor mid-sentence, demonstrating one’s superiority.

At the final stage of the business conversation, the final decision is made, which must be stated clearly, clearly, and convincingly. The end of the conversation should stimulate the implementation of the decisions made and lay the foundation for further meetings. It is necessary to thank the partner for the conversation and express confidence in the success of future cooperation. Psychologists emphasize the importance of a farewell glance, when the owner of the office lingers his gaze on the interlocutor, demonstrating attention to the partner and interest in further cooperation with him.

6. Business correspondence

It is impossible to imagine the activities of a business person without working with documents. It is estimated that some categories of management employees spend from 30 to 70% of their working time on drawing up official documents and working with them.

Official correspondence is an important part of business etiquette, “communication in miniature.” It helps to establish strong connections with consumers, improve the relationship between various services, and also increase the turnover of an enterprise or company.

Jen Yager in her book “Business Etiquette” noted that the quality of business text consists of four components: thought, intelligibility, literacy and correctness.

When writing a business letter, the following requirements must be observed;

The performer must clearly understand the message he wants to convey and know exactly how to express it in a clear, concise and accessible form;

The letter should be simple, logical, specific and free of ambiguity. Laconic letters written in monosyllabic words characterize the writers as good conversationalists who master the art of communication. Phrases should be easy to read; it is undesirable to use a large number of participial and participial phrases;

The letter should be written on only one issue, and its text should be divided into paragraphs, each of which addresses only one aspect of the issue;

The letter must be convincing and sufficiently reasoned;

The letter should be written in a neutral tone, the use of metaphors and emotionally expressive phrases is undesirable;

The volume of a business letter should not exceed two pages of typewritten text;

From a grammatical point of view, a business letter must be impeccable, since spelling, syntactic and stylistic errors make a bad impression and irritate the addressee;

A business letter must be correct and written in a polite tone.

When writing business correspondence, it should be remembered that the perception of the letter depends not only on the content, but also on the envelope and the company’s letterhead. The lettering paper should be of good quality and the color of the paper should be light: white, light grey, cream, etc. At the top or side of the sheet, the name of the organization should be printed in small letters, possibly its emblem or logo (the verbal form of the trademark), and in some cases, the first and last name of the employee and, perhaps, his position. In addition, business letters can also be written on regular lettering paper. The question of whether it is advisable to give an employee the right to use paper that indicates not only the name of the company, but also the surname and position of the employee, is decided by the management of the organization.

An expert in the field of business writing, American R. Tepper, believes that correctly composed business letters follow the same pattern. The opening lines grab attention, the next one or two sentences pique the reader's interest, then two paragraphs make a request, and the last part forces the reader to act.

The textbook “Psychology and Ethics of Business Communication” 1 provides an example of a business letter compiled according to this scheme.

Attention: “Dear _____________________

I want to tell you something important (interesting)"

Interest: “We (I) offer you something that can significantly improve your life...”

Request: “We need the help of people who are ready to invest at least... in a noble, patriotic cause...”

Action: “We urge you to join thousands of good people...”

Remember that the request must be formulated in such a way that the addressee has a limited choice of options, since the fewer options, the greater the likelihood of success. The use of standardized verbal expressions not only eliminates the unnecessary emotional tone of the letter, but is also an expression of business politeness.

The following types of business letters are most often used in business.

1. Resume and letter of application for employment.

4. Letter of refusal.

5. Letter of request about the progress of the case (agreement

transactions, etc.).

6. Reminder letter.

7. Letter of notification.

8. Letter of gratitude.

A business letter should always be signed by hand. The issue of sending a letter by fax or in an envelope by mail is decided depending on the circumstances and the desire of business partners. All letters must be responded to, even if it is negative or difficult, and the response deadline must be adhered to.

In addition to business correspondence traveling between organizations, there is also intra-organizational correspondence.

The letter should be concise;

The date must be entered;

The letter must not contain slanderous statements;

There must be a legible signature.

7. Business card in business life

In modern conditions, it is difficult to imagine business life without a business card, which has its own history. For example, in pre-revolutionary Russia, business cards were very common.

Business cards come in the following types:

Standardized business card for an employee of a company (organization);

Company employee representative card;

Business card of the company;

Family business card;

Other business cards.

A typical employee business card contains: last name, first name, position of the employee, his powers, office telephone number (several office telephone numbers are possible), the name of the company, its postal address, as well as the secretariat telephone number, fax and telex. Sometimes for some types of positions, such as insurance agent, a home telephone number is provided.

In the second type of business card, only the last name and first name are indicated. Such cards are exchanged at the first meeting, when the need for information about the company, position and occupation of the card owner has not yet arisen.

The company's business card appeared relatively recently and, as a rule, is used for advertising purposes. It indicates the full official name of the company, its logo, postal address and Internet address, telephone numbers of the secretariat, sometimes the public relations and advertising departments, as well as the direction of the company’s activities. Sometimes it may contain addresses and telephone numbers of branches abroad. Business cards of companies are exchanged during presentations and at exhibitions and fairs.

A family business card can also be used in business life, for example, when introducing heads of families who are away studying or on vacation at the expense of the company. If a company sends its employees and their families to work in foreign branches, then it is advisable to have such a card. The family business card contains the first and last name of the head of the family (without indicating the position held), the first and last name of his wife, the names of the children, home address and telephone number.

When making a business acquaintance, exchanging business cards is a mandatory part. It is handed over so that the text of the card can be read immediately, while the owner of the business card should say his last name out loud to make it easier for his partner to remember it. The person who receives the card must, holding it in his hand, read its contents, thank him and put it in his case or in the inside pocket of his jacket; women can put it in their purse. Do not put your business card in your outer pocket. The business card is presented and accepted with the right hand. The one who is junior in position is the first to present his business card; if the positions are equal, then the one who is the youngest in age. If a business meeting takes place abroad, then the “hosts”, i.e., are presented with business cards first. representatives of the receiving party. Other people's business cards cannot be used for writing, crumpled, folded or twirled in your hands. This is perceived as a sign of disrespect and neglect.

A business card can serve as a letter, for example, it allows you to express gratitude - For this, a card with the letters P.R. is sent. (from the French pourremercier - “to thank”), the cards sent are sealed in a regular envelope.

In global business practice, the following rules for designing business cards, accepted in secular etiquette, apply:

The paper should be thick, of high quality, approximately 5 x 8 cm in size (however, the size and font of the business card are not regulated, they depend on local practice and the taste of the owner);

The paper should be white or light in color;

The text should be simple, easy to read, the font should be black, without gold coating, “decorations” and various exotic shades. The simpler the card, the more elegance and dignity it has.

The business card must be printed in Russian, and on the back - in English, French or the language of the host country.

The procedure for exchanging business cards in Japan is extremely important. A business card represents a “portrait” of a specific person and therefore must be handled carefully.

8. Business protocol

Business protocol is the rules that regulate the procedure for meetings and departures, conversations and negotiations, organization of receptions, execution of business correspondence, etc.

In the previous sections, you became acquainted with the rules for conducting conversations (see Section 6) and executing business correspondence (see Section 7). In this section we will talk about the etiquette of the first meeting of business people, on which the emergence of sympathy or antipathy depends. After all, negative emotions caused by the first impression can cause negotiations to fail.

If you have to meet business partners from abroad, try not to miss even the little things. First you need to place your guests in the car. The main guest should be seated in the back seat diagonally from the driver, and a greeter may sit next to the driver. Sometimes men offer a woman to take a seat next to the driver, thereby emphasizing their respect, but a woman should not do this.

How should you get into the car? It is not recommended for either a man or a woman to get into a car “from the head”. A woman approaches the car, opens the door, sits sideways, and then places both legs on the floor of the car. To get out of the car, she turns in her seat, lowers her feet to the ground, and then, holding on with her left hand, stands up and lifts her entire body. A man's style of landing is to simultaneously carry himself into the car with one leg and torso (although a woman in trousers is not prohibited from adopting a man's position).

The delegation arriving at the site is met by the “owner of the office”, who, after shaking hands, invites everyone to the negotiating table. The leaders of the two parties sit opposite each other, with deputies sitting on the right, translators on the left, and the rest of the negotiators sitting randomly.

You shouldn’t talk about business right away; it’s better to start the conversation with a few secular questions: how did you get there, how did you stay at the hotel, ask if there are any requests, problems, etc. After this, the parties need to introduce themselves using business cards (see section 8), and then begin a dialogue. The first to stand at the end of the meeting (after the protocol has been signed and all formalities have been completed) is the “owner of the office” and goes to the place where he met the delegation. The person in charge of the delegation should take them out of the office and escort them to their next destination or to their car and take them to a lunch or reception organized by the firm.

Business receptions have a freer, more relaxed atmosphere than a business meeting or business negotiations. They serve to conclude mutually beneficial agreements and, in addition, allow you to celebrate the company’s anniversary, expansion of the scope of activity, and achievement of significant financial results. Employee participation in a business reception is not just a pastime, but the performance of official duties.

There are business receptions held with the presence of seats (i.e., the reception participants are sitting) and without seats (i.e., the reception participants are standing). Business receptions are divided into daytime (working breakfast, breakfast) and evening (cocktail, glass of champagne, lunch).

According to the rules of etiquette, invitations are sent to business receptions, which are printed on good quality paper, white or any light shade. It is necessary to use a strict font, the text must be printed clearly and clearly in compliance with the rules of etiquette and using the mandatory “politeness formulas”.

Conclusion

Moral norms receive their ideological expression in commandments and principles about how one should behave.

The Gospel of Matthew says: “So in everything you want people to do to you, do so to them” (chapter 7, v. 12). One of the main elements of business communication culture is moral behavior.

The moral life of a person and society is divided into two levels: on the one hand, what is: existence, morals, actual everyday behavior; on the other hand, what should be: due, an ideal model of behavior.

Literature

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3. Botavina R.N. Ethics of business relations. -M.: Finance and Statistics, 2001.

4. Kovalchuk A.S. Fundamentals of imageology and business communication. - Rostov-on-Don, “Phoenix”, 2003.

5. Lee Se-woon. International business: strategy and management. - M.: Nauka, 1996.

6. Roger A. The Art of Management. - M., 2000.

7. Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988.

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Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988. - P. 652.

Decency is the least important of all the laws of society and the most revered.

F. La Rochefoucauld (1613-1680), French moralist writer

At first XVIII century, Peter the Great issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment.

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

Business Etiquette- this is a set of rules of conduct in business and official relationships. It is the most important aspect of the morality of professional behavior of a business person.

Jen Yager articulated six basic commandments of business etiquette.

3. Be kind, friendly and welcoming. Your clients, clients, customers, colleagues or subordinates can find fault with you as much as they want, it doesn’t matter: you still have to behave politely, affably and kindly.