Knowledge of business etiquette. Business speech etiquette

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

What is business etiquette?

From how a person observes the rules and conventions of business etiquette, his image as a businessman depends. Thanks to this, a positive image is formed in the eyes of partners, acquiring the color of personal charm. The principles of business etiquette include:

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

Business Etiquette

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

1. “Time is money” is what experienced businessmen like to say, who value punctuality in partners most of all. If a person cannot organize his own time, how can you build cooperation with him?
2. Compliance with trade secrets. An employee applying for a position in a new company and disclosing confidential information obtained at the old place of work will simply be turned away.
3. Do business. Those who work while others go about their business move up the career ladder.
4. The basic rules of business etiquette include receiving delegations according to the protocol. It is necessary to know how to properly meet, introduce and accommodate people, taking into account the peculiarities of national traditions.

Business workplace etiquette

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

business correspondence etiquette

business phone etiquette

Talking on the phone is a whole art, and sometimes with one phone call you can solve something that could not be achieved during preliminary meetings or negotiations. Telephone etiquette calls for picking up the phone after the second or third ring. At the same time, the caller begins the conversation with a greeting, introduces himself and introduces the interlocutor to the problem, devoting 45 seconds to this. It can take from 1 to 2 minutes to discuss the situation itself, and 20–25 seconds are allotted for the conclusion. If a final decision has not been made, then it is worth agreeing to call again at a certain time.

Business gift etiquette

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

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

Business etiquette for women

Although gender differences do not come to the fore, they are also taken into account. The basics of business etiquette are such that a man greets a woman first, but if she goes in the company of men, she is the first to greet a colleague walking alone or in the company of another woman. The representative of the weaker sex gives the first hand to the man and you should not expect that someone will open the door in front of her, skipping ahead - this is always done by the one who is closer to her, and she pushes the chair herself.

Etiquette in clothes for women

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

Hat etiquette for women

Initially, it was used to show respect and reverence, and later the functions of the hat were revised. The rules of etiquette for women are less strict than those for men. At work, a lady can do her direct duties without taking off her headdress, if this is part of a professional job. The etiquette of business communication provides for the presence in a hat at public events - tea drinking, lunch, during the performance of the anthem and raising the flag. But if the headgear is intended for the cold season, then it is removed indoors.

Business etiquette - manicure

Well-groomed hands are part of the image, which cannot be ignored. Women's etiquette provides for a regular visit to the manicurist. Peeling varnish can spoil the whole impression, so if it is not possible to update it, then the coating must be erased. Nail design should be chosen in concise, discreet colors. All kinds of decor in the form of rhinestones, stucco, etc. are excluded. The ideal option is, which can be reversed. Mixing no more than three discreet shades is allowed.

Etiquette - a woman in a car

A car is no longer a luxury, and transportation in the 21st century with its fast pace of life is a good help. Etiquette for women has not bypassed this aspect. The car must correspond to the social status. Being an ordinary employee and driving to work in a luxurious convertible is not accepted, as well as using an inexpensive car of a successful business woman. It is not customary to get into an elite car while dressed in sportswear, and driving an SUV in an evening dress is also inappropriate.

For a woman, the method of getting into a car is of great importance. First, you need to lower the pelvis into the chair, and after that, transfer both legs to the car. Get out of the car in the reverse order: put your feet on the pavement first. If a woman plans to ride in a company car with a driver, it is recommended to take a seat in the back seat diagonally with him. If she is not traveling alone, then you can’t sort things out, swear and quarrel, raise “heavy” topics, and this also applies to talking on the phone. It is also impossible to distract the driver from driving a car.

What is business etiquette: a tribute to tradition or a principle of success?

• Appearance can say a lot about a person: status, social and financial situation, character and mentality
• No less important factor are other components of business etiquette.
• With all the sophistication of clothes, one rude or incorrectly spoken word is enough to radically change the opinion of a person.
• It is necessary to know and skillfully apply the principles of business etiquette to all participants in the business process of any level

Consider the basic rules of business etiquette.

Business dress code. business accessories

Business dress code. Business etiquette Many large holdings pay great attention to the dress code. This requirement occupies a separate place in the corporate ethics of such a company. Already at the interview, there are certain requirements for appearance, established by the ethics of the company.

In the absence of strict individual requirements for the appearance of employees in the organization, it is necessary to comply with generally accepted standards adopted in the business world.

Strict

Designed for high-ranking officials, companies with strict business ethics, important business meetings.

Classic suit in smooth wool. Dark, close to black or black colors. White shirt, without any pattern.

• Women. Strictly - straight skirt to the knee. The color of the tights is nude. Dark colored shoes. Classic closed. On a low heel no higher than 7 cm. Hair without voluminous styling, natural. Pastel-colored cosmetics, barely noticeable. Perfume - minimal, barely audible. The decorations are small and not flashy. The bags are not big, but not small. Not bright, without drawing and additional details
• Men. A tie is required. The tones are not flashy. Stripe pattern, plain jacquard. Boots are not insulated, dark in color, cleaned, leather. Socks - only high, black. Dignified, classic accessories are acceptable

Business

Daily for employees and managers of successful holdings

The requirements are like a strict style. In summer, light colors of suits, natural fabrics are allowed. In winter, woolen items made of thin knitwear are acceptable.

• Men. Suits in soothing shades, tweed, stripes, gletschek. Shirts with a pattern in stripes and checks, different shades, jacquard. Ties - various, except for evening style and bow ties. Brown shoes are acceptable. Requirements for socks are minimal - they should be darker than trousers and lighter than boots. Short sleeve shirts are allowed in summer
• Women. Pants are allowed. The skirt is strict, any length, with a classic pattern. Blouses are not bright, calm colors. Various knitted business tops are available. Tights are dark, flesh, white. Shoes in summer are allowed slightly open, with the same length of the heel, but thinner. Any classic jewelry is acceptable. The perfume is light. Makeup is more saturated tones, but not catchy

free business

Acceptable for creative studios, offices on non-reception days

In addition to the business style, you can wear stretch, knitwear of medium thickness, pattern, slightly bright colors, synthetic fabrics. Denim pants in black or beige are acceptable.

• Men. Jacket with a strict T-shirt. Cardigans, pullovers. Suede shoes. Checkered shirts. Strict, denim trousers
• Women. Not catchy, bright colors are acceptable. Any non-sporty jersey. Free silhouette. Loose hair. Any shoes are allowed in the summer. Wearing tights is optional. Attention - jewelry is prohibited here. Jewelry Acceptable

Conniving business

Acceptable for offices with little capital, for ordinary clerks who do not work with outside visitors
All clothing options are acceptable, except for defiantly sexy and sporty ones.

Video: Dresscode of a female leader

Video: Business accessories

Speech etiquette: competent speech

There are some axioms of business communication: qualitative (speech is reliable, having a proper basis), quantitative (speech is not long, and not short), relationships (address relevant to the listener) and order (speech must be clear, distinct and understandable for the interlocutor ). Failure to comply with one or more of these prerequisites entails failure in communication.

Business etiquette - competent speech

business letter etiquette

The principles of registration of a business letter are laid down by the basics of office work. But to correctly express thoughts on paper, it is possible only by learning speech etiquette. At the same time, do not forget to follow all the rules of spelling. And do not go to the dry writing of the text.

Video: Etiquette of business correspondence

Respectful attitude towards the interlocutor

Business Etiquette

An important postulate of business etiquette is the ability to respect the opinion of an opponent.

Elementary rules of business etiquette:

• You can’t only care about your own perspective and profit. Such a person does not enjoy authority either in business or in his own social circles.
• You should not put out the door of a visitor who came to the reception at the end of the working day or 5 minutes before lunch. This is at least not correct.
• Speaking loudly in an office where other employees work is disrespectful to say the least. Looks ugly and rude
• The boss must be able to listen to his subordinates. Otherwise, misunderstandings and conflicts arise.
• The leader is forbidden to use non-lexicon words and expressions in any communication. This undermines his authority and humiliates him in the eyes of his subordinates.
• The ability to understand another, to hear him, to help - contributes to the solution of any problem. Creates a healthy working environment in the team

Ability to negotiate

The ability to negotiate is one of the foundations of business etiquette.

Bringing negotiations to the desired success is an integral part of business etiquette

Preparation.

• Define the goal
• Making a plan
• We choose a mutually comfortable place, date and hour of the meeting

Rules.

• We arrange a comfortable, fiduciary environment, kindle the opponent's curiosity
• In the course of negotiations, we analyze the stages of the progress of the conversation. When a result is achieved, we do not drag out the conversation, we complete the negotiations
• We fix the results
• We analyze the negotiations

Ability to listen and hear

Ability to listen and hear in business etiquette

The ability to hear and listen is an important element of business etiquette, allowing you to earn millions and save time for a business person.

This rarely happens. The ability to hear when the interlocutor is talking, what he least wants to tell, makes it possible to make a good deal. Or vice versa, refuse a veiled very flattering, but not profitable offer.

business gestures

Business gestures in business etiquette

A lot can be said about this. This is a whole science described by the famous Alan Pease. By studying, you can easily determine the inner essence of the interlocutor. This is successfully used by smart people who apply the basics of business etiquette.

Elementary rules:

• During working hours, movements should be active, without fuss
• Gait - clear, firm
• The back is straight, the chin is slightly raised
• Purposeful look, not running
• Handshake confident, quick
• Hugs, kisses, pats - prohibited

Video: Business communication. Postures, gestures, gait

Order on the desktop, in the office

By the state of the desktop, an experienced employer can determine the ability of the employee.

Business etiquette - order on the desktop A clean, cleaned table, with even folders on the table in the cabinets, for sure, has an advantage over a table with a pile of dusty paper and littered with unrelated items:

Business etiquette does not allow a cluttered table

telephone etiquette

Telephone etiquette, as well as the dress code in reputable firms, is regulated separately.

In other cases, the general rules apply:

Personal telephone conversations during business hours are prohibited.

Business correspondence on the Internet

Business Internet correspondence is easy to use, if you have the skills of competent communication and correspondence:

business man appreciates time

Business etiquette values ​​punctuality

The basis of business etiquette is punctuality.

Even having all the above business etiquette skills, but at the same time being constantly late or chatting incessantly off topic, not respecting other people's time, it is impossible to hope for constant cooperation with giant companies. Such partners are shunned in the business world. They don't inspire confidence.

Keep trade secrets

Keeping trade secrets is one of the rules of business etiquette.

Confidentiality is the foundation of a successful business for any self-respecting company.

• Therefore, in every successful company, when applying for a job, a non-disclosure agreement is taken.
• It may or may not be possible to solve the problem of disclosure completely by this method. Nevertheless, the prestige of the company makes it possible for the employee to think, in case of his talkativeness, about the suitability of his position.

At work doing work

Business etiquette - at work, work

• It is no secret that most of the working day, many employees spend in a relaxed state: extraneous conversations, calls, coffee, tea.
• Little time is devoted to the performance of their duties.
• In this situation, any leader singles out that specialist who works in opposition to the rest, giving work all the time.

Observe the working hierarchy: subordinate - boss

Business etiquette - respect the hierarchy

Supervisor:

• Equal treatment of all employees
• Keeping a certain distance
• Claims to subordinates are expressed personally, without the presence of unauthorized persons

Slave:

• We carry out orders and orders of the chief
• In the case of motivated arguments, we express our position

Maintain positive relationships with team members

Well-coordinated and friendly work is one of the components of business etiquette

A healthy environment in the team is the key to the prosperity and success of the company.

• With well-coordinated and friendly work, all energy is directed to obtaining a common result.
• In the event of conflicts, office romances, the Cold War and other problems of collective relations, more than one hour is spent on disassembly, swearing, empty talk, discussion
• Negative mood contributes to decreased performance
• Therefore, first of all, when selecting personnel, the boss should take into account the mentality of the team. Subsequently, maintain a healthy environment, observing all the norms of business etiquette
• In the absence of this knowledge among employees, it would be nice to familiarize them with the basics
• In case of problems, eliminate them as quickly as possible, by all possible means, up to the dismissal of constant provocateurs of incidents who do not have the concepts of business etiquette

Reception of delegations

The reception of delegations is a very delicate process that requires special study. The basics can be seen with an example:

Not knowing the rules leads to the loss of credibility, money, business

Business etiquette is the basis of a successful business

Knowing business etiquette is not a tribute to tradition.

Compliance with these basics leads to success, non-compliance, as well as ignorance, leads to a negative process.

Almost half of the transactions are not concluded due to non-compliance with the elementary rules of business etiquette. The business etiquette of an experienced businessman, worked out over the years, requires the same attitude towards himself. Failure to comply with this rule looks like a challenge, an insult. Which leads to a negative conclusion in relation to the opponent. And this is fraught with the loss of money, business and authority.

Everyone, especially a novice businessman, in order to achieve great successful results, needs to learn the elementary rules of business etiquette.

Video: Business clothes or Dress kod? Business Etiquette

2. Speech etiquette.

3. Basic etiquette in business communication.

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

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

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

Experts distinguish several types of etiquette. The most famous concepts: secular etiquette, business, service, diplomatic, professional, ethnoetiquette.

The main difference between these types is the degree of officiality and the breadth of the scope. Business etiquette - the rules adopted in the field of business communication. Service etiquette (within business) includes the rules of office hierarchy and distancing, while secular etiquette emphasizes the equality of subjects entering into communication.

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

Components of etiquette: appearance and clothing, manners, rules of conduct in regulated situations and culture of speech.

The rules of conduct in the private and public spheres are highly dependent on national characteristics. That is why experts emphasize "ethnoetiquette", that is, the rules and norms of communication adopted in the region (Europe, Asia, Africa) or in a separate country (Germany, England, Japan). Universal rules exist, they make up the so-called international etiquette, but there are not many of them.

1. This is the provision of partnerships. Priority of maintaining relations in disputable situations; concern for the “saving of face” of the partner; equal exchange of visits, gifts, messages.

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

General requirements for formal attire.

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

The handshake is a universal form of greeting adopted throughout the world. At the same time, in the countries of the East, the imposition of physical contact is regarded as bad manners. Tip: when in an unfamiliar country, do not shake hands first to avoid an awkward situation. The same applies to a smile, a direct look, the requirements of punctuality. Attitude to food, attitude to gifts, national clothes - all this requires attention, competence and tact when it comes to a foreign partner.

SPEECH ETIQUET - the technology of conducting any conversation. Speech etiquette is a set of semantic speech structures, the use of which is mandatory in terms of streamlining communication and increasing its comfort. Speech etiquette depends on the nature of the relationship and the characteristics of the national culture, but in principle there are universal norms of speech behavior that ensure success / failure in a particular situation. Speech etiquette forms include appeal, greeting, compliment, sympathy, farewell. Speech etiquette norms should also include "small conversation". At the same time, we are talking about meaningful constructions and emotive communication formulas that express your attitude towards your partner.

Appeal. Of particular importance in etiquette is the appeal - the correct form, tonality, and energy of the voice largely depend on the further relationships of people. At the same time, there are certain norms of treatment adopted in an official and informal setting.

The choice of the form of appeal reveals the social hierarchy, and with equal social status shows the nature of personal relationships between partners. Sun We know that a person should be addressed by name, but this simplest way to win over is used by an unconditionally smaller part of the participants in communication. The appeal to the greatest extent depends on the national and cultural characteristics and personal relations of the partners. For example, in Russian business culture, the etiquette norm of addressing each other by name - patronymic is preserved. At the same time, when presenting, the patronymic is often omitted, regardless of the age and status of the person being represented. In the American one, addressing by name is practiced, however, with the prior permission of the partner. In German, it is possible to address by surname and title. In any case, the rule applies: regardless of personal relationships, address in an official setting in the presence of other people should be official. If you find it difficult to say "you" to your former classmate, use more impersonal forms. Keep in mind that you can demonstrate your intimacy with one partner to another by changing communication styles. Changing the style of address, for example, "You - you form" can be aimed at raising or lowering the status of the interlocutor, demonstrating the intention of rapprochement or the desire to distance oneself. Changing the style of address occurs at the initiative of the elder in age and status. In this case, you must agree and try to change the form in the next phrase. If not, say that you will get used to it gradually. But you should not endure if, on equal terms, you say “you”, and you say “you”. In relation to a woman, the initiative is more often shown by a man. This is allowed, but refusal on her part is also not a violation of etiquette.

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

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

Today, when international contacts have increased unusually, the form of addressing a representative of another country, a foreign partner, is also becoming important. In informal situations, it is customary to address a citizen of another country with the words "mister" plus a surname, for example, "Mr. Johnson". When referring to officials with state status (regardless of rank), military diploma or religious rank, as a rule, they do without mentioning the name. For example, "Mr. President", "Mr. Minister", "Madam Ambassador", "Mr. General" (without naming the full rank of "Major General", "Lieutenant General"), "Mr. Secretary", etc.

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

If you have a scientist in front of you, then you should address him as "Dr. Keller", "Professor Wilson." In many countries, especially in Germany and England, the title of doctor is given to anyone with a university or medical education. One subtlety - in Germany it is customary to say "Mr. Doctor" plus a surname, and in Australia and Switzerland it is enough to pronounce "Mr. Doctor". In France, the title of doctor refers only to physicians. In France, England and Germany, university professors are titled according to their rank. In the United States, "professor" can be used to refer to representative faculty of any rank at a university, college, etc.

It is preferable to address a woman by her husband's surname: "Miss John Smith", as married women carry the name and surname of their husband. In hard-to-pronounce and complex names, you can do without a surname, using the international form "madame". In England/USA, France and Germany, respectively, "miss", "mademoiselle", "fraulein" plus a surname is a form of address for a girl, a young woman.

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

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

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

Addresses in the course of historical development undergo some changes, for example, the form of addressing women Ms' followed by a surname is a new address. Form Ms' not indicating the marital status of a woman, was recommended for use by the UN in 1974. This form has not been widely adopted yet. However, modern formal and semi-formal correspondence tends to use the form “ Ms'" etc.

Greetings:

Welcome initiative. The first to greet a man with a woman (the woman is the first to extend her hand), the younger with the elder, the subordinate with the boss, entering with those present, regardless of rank, passing with those standing still. Of two people of the same sex, age, position, the first to greet is polite and well-mannered.

Entering the room in which the guests invited by the owner are located, a person should greet each person present separately or all at once. Approaching the table, at which guests are already sitting, the latecomer should greet all those present with an apologetic gesture - a hand to his chest and a slight bow. Taking your place, you must once again say hello to the neighbors on the table. At the same time, shaking hands with friends, especially across the table, is not accepted.

At official receptions, first of all, they greet the hostess and the owner, then the ladies (first the older ones, then the young ones), then the older and older men, and only after that the rest of the guests.

A seated man, greeting a lady or a person older in age or position, must necessarily stand up. If he greets people passing by without engaging in conversation with them, he may not get up, but only rise.

Gestures accompanying a greeting. A greeting (like a farewell) is usually accompanied by gestures: a handshake, a raise of a hand, a nod of the head, a tilt, and sometimes a kiss on the woman's hand. Greeting gestures play a significant role - certain information (positive or negative) is transmitted by interlocutors at a non-verbal level. The most common gesture is the handshake.

Handshake. When shaking hands, there are firm etiquette norms. The first to extend her hand: a woman to a man, a senior to a junior, a boss to a subordinate. The hostess of the house should not forget to give a hand to all the guests invited to her house.

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

Of great importance when greeting is the manner of holding. An unfavorable impression is made by a person who, while extending his right hand for greeting, keeps his left hand in his pocket, looks away or continues a conversation with another person. All of this borders on rudeness. Impoliteness, emphasized inattention does not encourage further communication. Very noisy greetings are also considered a violation of etiquette. You should not flaunt your acquaintances and draw the attention of all those present to your person.

The words with which people address each other as a sign of greeting when they meet should always be respectful, friendly and benevolent. A greeting is a perfectly acceptable way to start a conversation or make a new acquaintance.

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

Introduction and introduction:

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

There are two ways of acquaintance: acquaintance through an intermediary or introduction to an unfamiliar interlocutor on your own.

Acquaintance through an intermediary. When meeting through an intermediary, the principle of emphasized respect is observed, which requires that: a man be introduced to a woman; junior senior; all parents, regardless of age and social status; person less familiar to more familiar; entered by those present.

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

allow / let me introduce you to ...; allow / allow me to introduce to you ...; please get to know...

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

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

In a situation of official acquaintance, one of the etiquette rules is an indication of the profession, position, position. This is a mutual process.

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

In the youth environment, when meeting, the first name is usually called, in the conditions of an official or business meeting, the surname or surname and first name are called.

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

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

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

Worldly compliment. A secular compliment is a compliment to the appearance, to the dignity of a person. It is intended, as a rule, for familiar people: relatives, relatives, friends, acquaintances, work colleagues. At the same time, it must be emphasized that even today one should distinguish between a compliment addressed to a man and a compliment addressed to a woman.

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

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

A secular compliment is very common in an informal setting. However, this form of compliment is also necessary at the level of formal relations, especially in the sphere of management.

A compliment is always addressed to the interlocutor, brightly addressed, while the “I” of the speaker steps aside a little: “You look great!”, “This suit suits you very much”, etc. In response to a secular compliment, it is customary to thank: “Thank you ", "Thank you", "You are very attentive", etc. Replies: "You flatter me", "This is just a compliment" and others are considered impolite. Any compliment must contain a considerable amount of truth.

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

business compliment. A business compliment is an exchange of courtesies between parties, partners ("I'm glad to see you," etc.). A business compliment starts and ends any business meeting, conversation, negotiations. According to the protocol, this is a mutual and mandatory procedure.

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

Compliment rules.

Compliments are a must.

The compliment must be interpreted unambiguously so that the interlocutor does not perceive it as a “hairpin”.

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

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

The compliment must be sincere. Praise what you really like.

Compliments not only need to be able to speak, but also to accept. If you are praised, and you start ardently or with a grin to deny your positive qualities, you put the interlocutor in a very unpleasant position. As a last resort, you can always just say "thank you", although it's better to show that you enjoy compliments, especially from this person.

The compliment can be closed: “How nice that you are punctual!” and open: “Your lectures are very popular with students, you probably prepare a lot?” A contrasting compliment is psychologically effective: "You always do everything on time, I can't do it that way."

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

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

Congratulations - a sign of attention to a person or organization - timeliness and individual form are also important here. Ceteris paribus, a written form of congratulation is valued higher, then an oral one, and a personal one is more expensive than a telephone contact. In this case, it is obvious that etiquette norms lag behind the technical means of communication. The rule of the hierarchy of congratulation forms can be formulated as follows: the more effort is spent on congratulation and the more individual (from this particular subject to this particular subject) it is, the higher it is valued.

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

The basic rules of speech etiquette - any appeal or manifestation of attention to a partner should be: meaningfully thought out, intonation verified, timely, adequate to the situation and the status of the partner, the nature of the relationship.

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

It is better to make a gift for the leader from the team and on solemn (personal) occasions. Personal gifts to the boss can be presented behind closed doors and motivated by the special solemnity of the occasion. Otherwise, you will be taken for a sycophant or a person who is counting on a special attitude from the authorities ..

Gifts for colleagues Here the principle applies: "You - to me - I - to you." The norm of organizational behavior in Russia is to give a common gift. If you are given a gift by a colleague or colleague unexpectedly, do not refuse, thank, accept and do the same at the first opportunity. It is better to keep postcards and good trinkets in reserve at work, which can be presented regardless of gender, age and partner status.

Gifts are also given to subordinates. The circle of subordinates receiving gifts from the leader is usually limited. Such gifts should either be given individually, to each - his own: or publicly - to everyone - the same.

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

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

As a rule, memorable souvenirs, gifts during official receptions are exchanged after solemn speeches (toasts) are delivered; they can also be presented in the course of business cooperation, for example, after signing an agreement, contract; or during parting of the parties.

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

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

First, they give non-individual gifts: paintings, art albums, wall or table clocks, writing instruments, vases, decorative items, stationery, leather goods, books.

Secondly - corporate gifts - products of your company with the appropriate trademarks.

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

Fourth, flowers. Flowers are given to women for any occasion, and for a woman, flowers in themselves are a gift. Men - on the days of anniversaries with an address or with a gift. Flowers give monophonic or specially arranged, without a strong smell. In Russia, it is customary to give an odd number.

Individual gifts are possible. Men - in accordance with addictions; women - perfume, jewelry.

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

Etiquette norms for giving and receiving gifts. Gift-giving etiquette says: if you receive an expensive gift, you must give an equivalent gift (or more expensive) in return. If you received a very expensive gift and are not able to make a return, equivalent gesture, you should not accept such a gift: this is a certain kind of addiction. Therefore, when giving you a very expensive valuable gift, the etiquette norm is as follows: “Thank you. I can't afford it,” without giving reasons. It is better to present a gift in person, but in this case it is also advisable to put a postcard or a business card in it. Memorable souvenirs can be handed over by courier, in this case, a business card is attached to the souvenir, gift.

Etiquette norms during negotiations and organization of receptions.

The time and place of the negotiations is determined by mutual agreement. agreements of its members.

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

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

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

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

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

How guests sit

In the world, the generally accepted norm is the so-called command and presidential seating: dear guest - in front of the main host, on the right - the first deputy, on the left - the second deputy, and so on in ranks. The farther from the head of the delegation, the less honorable the place is, therefore, the seating arrangement requires strict observance of the recognized official and social position.

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

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

Where do guests sit?

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

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

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

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

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

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

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

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

"Breakfast" arranged between 12.00 and 15.00 hours.

The most common start time for breakfast is 12:00 to 13:00.

Evening receptions. Acceptance type "Cocktail" starts between 17 and 18 hours and lasts about two hours.

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

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

"Dinner" considered the most honorable type of reception. It usually starts between 20:00 and 21:00. In the protocol practice of our country, lunch can start at an earlier time.

"Dinner" differs from lunch only by the start time - not earlier than 21 hours.

Evening receptions also include "tea". Tea is arranged between 4 and 6 pm, usually only for women.

Acceptance type "jour fix"

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

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

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

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

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

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

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

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

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

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

 the knowledge of the languages ​​of the guests sitting nearby is taken into account;

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

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

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

Seating will be updated as responses to invitations are received.

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

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

The host of the reception is the first to make an official toast, the main guest makes a return toast. The rest of the attendees refrain from any public speaking at receptions.

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

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

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

The response toast is:

1) gratitude for hospitality;

2) anything on the merits of the meeting;

3) a toast in honor of the hosts, the country, the people.

Behavior at the table There are the following rules of conduct at the table. It is not customary to start eating until the mistress of the house has started eating. Men must also wait until the ladies sitting next to them start eating.

As soon as all the guests have finished eating (the host should not finish the meal first), the hostess gets up, everyone else rises after her. Drinks are poured ahead of time, primarily mineral water and vodka. Alcoholic and non-alcoholic drinks, as a rule, are poured into 2/3 of the volume of a glass or glass. If brandy is served in a special large glass with a wide bottom, then brandy is poured to the very bottom of the glass, which is held not by the leg, but by the base, warming the contents of the glass with the palm of your hand. They drink cognac in small sips (vintage cognac is always served with coffee).

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

At the reception with full seating, it is customary to appear first to junior employees, then to senior employees. Leaving the reception is carried out in the reverse order: first the senior employees leave, then the younger ones. The initiative to leave is for the main guest. The guests disperse gradually, so that by the time the reception ends, indicated in the invitation, the last of those present say goodbye to the host and hostess. Lingering at receptions is not recommended, as it can be burdensome for hosts.

For receptions held without seating at the table, you can come and go at any hour within the time specified in the invitation. It is not necessary to come to the beginning of the reception, just as it is not necessary to be at the reception until the end. However, it is believed that coming to such a reception at the appointed time and leaving the reception at the end of it are an expression of a particularly friendly and respectful attitude of the guest towards the host of the reception. And, on the contrary, it is enough to stay at the reception for 15 - 20 minutes and, after saying goodbye to the host, leave to emphasize the coldness or tension of relations with the host.

When arriving at a reception and leaving it, it is not necessary to shake hands with each of those present. To greet (or say goodbye) by the hand should be with the owner and hostess, the rest can only bow.

Relations between a man and a woman: norms of secular and office etiquette

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

As an example, we give some features of behavior within the framework of secular and official etiquette.

Secular etiquette	Service Etiquette
The man opens the door, letting the woman pass.	The door is opened by the person closest to it.
In the elevator door, as in any other unfamiliar door (cafe, restaurant, front door), a man is always the first to enter.	A person closer to the door enters or exits the elevator door.
A man always rises to greet a woman or an older person.	A man and a woman always rise from their chair to greet a customer or visitor, regardless of gender.
The man always greets first. The woman always gives the first hand.	Both a man and a woman shake hands when they meet, depending on the situation. There are no strict rules in the service that prescribe who is the first to give a hand (it all depends on the situation).
BB cafe, restaurant always pays a man.	Regardless of who invited to lunch, a man or a woman, the inviter always pays (on his own initiative, someone who is older in age or social status can pay.

Some etiquette requirements for business correspondence.

1. General rules.

2. Types of business letters.

3. Business card.

4. Resume.

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

The protocol requirements for official correspondence include: providing the addressee with signs of respect to which he is entitled, while observing the ratio of ranks between the sender and the addressee, are based on the principles of equality, respect and mutual correctness.

First of all, the sender of the letter should pay attention to the correct spelling of the surname of the address and its title (by rank or position).

Business letters should preferably be written on company letterhead. The more formal the letterhead, the more formal the tone of the letter. But you should find out in advance, maybe only the top management of the company signs a letter on such a form.

Envelope. We have switched to the world practice of writing the address, starting with the name. It is supposed to write the initials first, then the surname. Now, before the initials, they often write Mr. or Mrs. If you know the title, it is better to indicate it. In all countries of Europe and the United States, it is considered impolite to omit titles in speech and writing. In Germany, they write Mr. + Title + Surname. Possible options: Mr. I.I. Ivanov General Director…; To the General Director… Mr. I.I. Ivanov; I.I. Ivanov General Director….

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

One-piece style, no padding. But at intervals.

It must be remembered that the first sentence of the letter is important, because. sets the tone for the rest of the text. So, follow the first rule of business correspondence - start the first sentence with gratitude. “Thank you for your attention…”, “It was a great pleasure for me to meet you”, etc. Not only will this give your letter a welcoming and gracious tone, but it will also give the impression that you are putting your reader first. Avoid using the pronoun "I" at the beginning of the letter. otherwise, you get the impression that you are putting yourself first.

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

Appeal indicates the official and honorary title of the addressee.

Compliment is an expression of politeness with which any letter ends (for example, "Sincerely yours", "With deep respect", "Respectfully", etc.).

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

date should include the day, month, year and place of writing the letter. These data should never be abbreviated.

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

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

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

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

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

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

If you are writing to someone you don't know, you should spend some time looking up the name of the person who will receive your letter. If all attempts to find out the name of the person with whom you will correspond will come to a standstill, you can use this method of addressing: "Specialist in the field ...".

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

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

In international practice, writing long letters is not accepted, but if the letter is more than one page, then at the end of the sheet you need to put "continued over" ("continued over").

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

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

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

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

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

In case of refusal, they apologize. Failure to respond within the deadline is considered a negative response and may lead to a break in the relationship.

Congratulations, thanks, condolences, just like statements are written by hand.

Types of business letters:

Letter - request "I ask you ..." Briefly, reasoned. Emphasize personal interest and thank you in advance for the performance. Option "Memorandum" "Statement". Addressee, resolutions and visas.

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

Option 1. Request "to assist the bearer." Valued for the status of the signer.

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

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

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

Option 1. Letter of thanks. Written after receiving a gift, award / premium; visiting the event. The goal is to strengthen friendly relations with a partner.

Option 2. The letter is congratulations.

The letter is a complaint. “I bring to your attention, I inform you. I consider it necessary to warn"

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

Letter - apology Explanation of the reasons for non-fulfillment of obligations. Sent after notification by phone.

Business card.

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

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

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

p. f. [ pourfeliciter] - congratulations (on any occasion);

p. r. [ pourremercier] - an expression of gratitude;

p. c.- an expression of condolences;

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

p. p. c.- an expression of farewell to the final departure from the country when there is no farewell visit;

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

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

Other texts are possible depending on the specific case. They are not signed, they are not dated. In response to a received business card with congratulations, it is customary to send your business card with the inscription p. r. A card with such an inscription is sent, expressing gratitude.

If a business card is handed over by its owner personally (but without making a visit), then it is folded on the right side across the entire width of the card. In some countries, the top right or left corner of the card is folded over, depending on local practice. It is considered a gross violation of etiquette if a courier or driver delivers a folded card. Unfolded business cards should preferably be sent by courier or chauffeur, not by mail. Responses to business cards are made business cards within 24 hours of receipt.

On the business card indicate their official position, address, office phone number, telefax, telex. Home phone number, home address are not indicated.

Summary

Your only chance of succeeding with a resume is the moment it is read for the first time. As a rule, it takes no more than 2-3 minutes to view a resume. If it was not possible to attract attention, then the resume did not work.

Appearance Summary. It should not look like a personnel record sheet. Should not be gray and faceless. Should not be a "copy". A resume and a cover letter are two different things.

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

A successful CV can be an occasion for an interview, i.e. a personal meeting with the employer or his representative, but does not yet guarantee a job. Your chain is to get the reader to want to meet you in person.

Your name, address, phone number (including area code). Psychologically, the address is necessary to determine where you live, whether it is easy to contact you, whether you hide the lack of a residence permit, registration, and so on. If you want to hide, keep in mind that they will immediately pay attention to it. It is possible to indicate "contacts" at the end of the Summary.

What position are you applying for (no more than 6 lines, and preferably 2-3). If you are writing a Resume “in general”, then indicate the field of activity in which you want to realize yourself. It is not necessary to indicate personal motives such as money. Careers. Self-realization.

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

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

Foreign language proficiency, PC skills

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

Indication of the possibility of providing recommendations.

The Resume should contain either the information necessary to obtain a specific job or all the information about you, but structured in a certain order. Education: from the present to the past; from superior to inferior. Awards and promotions in any form should be indicated. If work experience does not match the desired field of activity, present it as work experience. Do not point out anything that is not in your favor. Do not use the "not" particle.

The purpose of a business letter is always twofold - to get the desired result and to impress a worthy business partner. In a business letter of any level: summary, report, statement, memo, the following should be taken into account: 1. Type of text. The date, address, position and name of the sender and addressee must not contain errors.

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

New etiquette requirements: telephone, cellular communication. Internet.

Features of telephone etiquette.

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

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

General rules for telephone conversation:

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

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

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

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

5. It is unacceptable to pick up the phone and answer: "Wait a minute", make the caller wait until you do your business. This is only possible as a last resort and only within one minute. If you're very busy at the moment and can't talk, it's best to apologize and offer to call back.

6. Call back whenever they are waiting for your call.

7. If you "got in the wrong place", you should not find out: "What is your number?". You can clarify: "Is this number such and such ...?", having heard a negative answer, apologize and hang up.

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

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

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

11. Telephone conversations in a strange house, firm, organization should be extremely brief and businesslike. It is very impolite to have a long conversation while at a party.

12. A conversation on the phone should be courteous, but immediately ended if a guest or a visitor to the office has come to your house. You should apologize and, briefly stating the reason, arrange a call. At home, you can say: "I beg your pardon, guests have come to me, I will call you back tomorrow evening (in the morning, ...)"; at work: "Sorry, I've got a visitor, I'll call you back in about an hour." Be sure to keep your promise.

13. If during a conversation the connection is interrupted, you should hang up; the caller dials the number again. If a company representative was talking to a customer or client, then he should dial the number.

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

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

Basic rules of business telephone etiquette:

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

you need to call

1. The rules of etiquette require, upon hearing the subscriber's answer:

say hello;

introduce yourself;

briefly state the essence of the issue;

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

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

The main rule of business protocol is that a telephone conversation must be personalized. If the subscriber does not introduce himself, you should politely ask: "Excuse me, who am I talking to?", "Let me know who I'm talking to?" and so on.

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

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

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

5. As you prepare for the phone call, make a list of things to discuss. Calling back with apologies for missing out on something leaves an unfavorable impression and should only be done as a last resort.

6. If you could not find the person you need, ask when it is more convenient to call back.

7. Schedule a message ahead of time if you know the information will be relayed through a third party or through an autoresponder.

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

When they call you

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

name the company, institution you represent;

say hello;

on presentation - presentation;

to the question - the correct polite answer.

2. If they want to talk not with you, but with someone else: "Wait a minute, I will now hand over the phone"; the one who is called to the phone should thank: "Thank you", "Thank you, I'll be right over."

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

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

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

If you get a call on an important matter when there are people in the office, it is better to answer the call from the next room or, in the absence of such an opportunity, ask to call back after a certain time, or reduce the conversation to a minimum.

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

A phone call is your own business, even if you are calling on business.

You can call home only with the permission of the partner.

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

It is customary to call home on business from 10 a.m. morning until 10 pm. Unless otherwise agreed.

At the moment you start talking on the phone, try to smile - this will add warmth to your voice. After the obligatory introduction, take a short pause and try to understand the state and mood of your partner and his attitude to your call by the reaction to your name.

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

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

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

You need to speak clearly and actively.

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

If they call you, answer politely and in detail. From home: "I'm listening to you." From the institution: name the company or department so that the caller immediately understands exactly where he got.

It is better to answer all phone calls, but if you did not agree in advance, and the other party is interested in contact, then you can leave the initiative to establish contact with her.

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

The art of talking on a cell phone:

This invention brought with it its own etiquette.

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

Remember that when a mobile phone is used, time passes. Therefore, discuss only urgent matters. Leave the rest to call the office.

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

If you have passengers in your car, then use the phone sparingly or better not talk on it at all.

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

In the business environment, as well as social life, there is a set of laws and rules called etiquette. This is a kind of a pass to the world of business people, a standard of communication in a business environment. Non-compliance or ignorance of business etiquette often becomes a stumbling block, a barrier in conducting successful negotiations, promoting your company and product on the market, and building a career. The image of a professional is not formed immediately, not suddenly, and business etiquette, together with experience and expertise, plays an important role in this. A person is judged by his deeds, by his behavior and ability to build competent relationships in a business environment.

Rule One

Time is money

Punctuality, respect for other people's time and competent knowledge of the basics of time management are the foundation of the foundations in the business world. You can be a bright charismatic presenter, an excellent negotiator, a professional manager, but you can always be late, steal other people's time, waste your life on expectations, idle chatter that is not relevant. It is unlikely that in this situation it will be possible to build long-term cooperation with large companies: non-punctual people are not respected in the business world.

Partners, employers, colleagues, realizing that a person is constantly late, can pass a verdict-sentence to such a sufferer: unreliable, lagging behind the times, from the rhythm of modern life. Excuses, apologies will strengthen this impression, since politeness and respect for others do not need such companions.

Exit one: every business person must know and master the basics of time management, be able to plan their working day, competently sort cases into important and urgent ones, delegate part of routine tasks and control the course of events.

Rule Two

Dress code compliance

The first impression of a person is easy to put together by his appearance: a business suit, a neat hairstyle, harmoniously matched accessories. Appearance determines the status and position in society, can tell about the character and inner world of a person much more than his words. Information is carried not only by speech, but also by clothing, hairstyle, details of the toilet. A challenge and provocation in appearance is a protest against society, its laws and foundations.

In many large companies, a separate chapter is given to the dress code in the corporate sales book. If the enterprise or organization does not have strict standards regarding the appearance of personnel, it is necessary to adhere to generally accepted norms and rules adopted in the business world.

Rule Three

The desktop as a mirror of the inner world

Order on the desktop - order in the head. This old postulate should be carved in golden letters on the doors of any business office. You don't have to be a psychology guru to understand how and which employees work just by looking at their desktop.

Heaped with unsorted papers, with a thick layer of dust on the table.

Virgin clean, without a single superfluous thing.

Lined with photographs of children, loved ones, flowers, souvenirs.

Strict order, even stacks of papers, books and folders. Everything is in its place.

Which employees, the owners of these desktops, are of interest to the employer in the first place?

Rule Four

Competent speech, business writing style

Having learned to speak beautifully, competently, it is not difficult to transfer thoughts to paper, to learn how to write business letters. The main thing is not to fall to the other extreme: official letters written in the dry language of textbooks cause boredom and a desire to quickly close them, throw them in the trash.

Rule Five

Respect for the interlocutor, partner, client

A selfish person who thinks only about himself, his own profit and income is not respected either in the business world or in his own company. The clerk who slammed the door in the face of a client who turned to him at the end of the working day or before lunch. An employee talking loudly on the phone in the office where his colleagues work. A leader who does not listen to his subordinates. A director who uses strong words and expressions in relation to others.

All these psychological portraits of characters who do not know business etiquette, people who are unable to understand the other, to hear him, to help, to solve the problem that has arisen. The ability to respect other people's opinions is an important component of business etiquette.

Rule six

Compliance with trade secrets

Almost every company has confidential information that is not subject to disclosure. An old poster from 1941 by artist Nina Vatolina "Don't talk!" today it gets its second life and fits perfectly into the interior of many modern enterprises and organizations.

It is important for each manager from the very first days of work of his employees to issue an order on non-disclosure of trade secrets and collect signatures from the entire team to familiarize themselves with it. It is clear that such a step cannot completely solve the issue of keeping the company's secret information, but this rule of business etiquette can serve as a marker for identifying disloyal employees.

Rule Seven

At work - work!

If you take a picture of the working day of most employees of offices and enterprises, the picture will be very depressing. Eighty percent of working time is spent on gossip, smoking breaks, tea parties, visiting social networks, solving personal matters. And only twenty percent - for the very work for which the salary is paid.

An employee who brings profit to the company quickly makes a dizzying career. The secret of his success is simple: 80% of the working time he works while others "rest".

Rule eight

Ability to listen and hear the opponent

The rarest gift given by nature: the ability to hear another, to understand him. In business, this gift brings millions, it has an exact definition - hearing for money. Each client, employee and business partner will definitely tell about what he needs, what torments him, what he needs help with. It is only important to be able to hear and make a counter offer. In the business world, this skill is also important because it helps save time, which is more valuable than money, since it cannot be accumulated.

Rule nine

telephone etiquette

Business communication is impossible without telephone conversations, ethics in this case helps to quickly establish relationships and conduct negotiations with dignity. Many business partners, customers judge the company by phone conversations and employees' answers on the phone.

You need to prepare for a telephone dialogue in advance: prepare questions that you need to ask the interlocutor, clarify the time, names and dates that may be needed in the conversation.

Personal calls during business hours are only allowed if absolutely necessary. Empty chatter on the phone interferes with colleagues, distracts the attention of employees and forms the image of a frivolous empty person.

Rule ten

Netiquet - etiquette of communication on the Internet

Without the Internet, no business can exist today. The ability to communicate in e-mail correspondence, comment on business articles and respond to customer requests and requests on the company's website shows the employee's business level.

Each appeal must be nominal, personal, the letter must be signed with the name of the performer, give full contact details - company name, postal address, phone number, Skype nickname, corporate website address, business hours.

Rule Eleven

Reception of delegations

The protocol reception of delegations is a separate part of business etiquette, which includes a long list of actions for meeting, accommodating, introducing, acquainting members of the delegation with representatives of the host country. The minutes of a business meeting, giving gifts, business souvenirs, flowers, company and product presentation, behavior at a buffet table or a banquet - all these issues are scrupulously described in thick books on business protocol.

At the meeting of foreign delegations, the features of national etiquette are added to the generally accepted set of business rules.

Rule twelve

Business meeting

One of the most important rules of business etiquette is the ability to conduct competent negotiations and bring them to a concrete result. In order for negotiations to take place at a high level, it is necessary to define clear goals before they start, draw up an accurate plan, and choose a convenient time and place for both parties.

At the first stage of negotiations, it is necessary to capture the attention of the interlocutor, creating a trusting atmosphere. During the conversation, you need to mark for yourself the stages of the negotiation and complete them immediately after the intended goal is achieved. All results of the negotiations should be recorded and analyzed.

Rule thirteen

Relationships between boss and subordinate

According to the rules of business etiquette, the manager must treat all employees equally, equally, while maintaining a reasonable distance. Remarks to subordinates should always be made face to face, it is logical to organize a demonstrative public “spanking” after the employee has not responded to the censure of the boss.

It is necessary to give orders, give oral tasks to the boss clearly, specifically, receive feedback, control the process, and analyze the effectiveness of execution.

The subordinate must follow the orders and instructions of the head, while he has the right to express his own point of view, give advice on improving the solution of a particular issue.

Rule fourteen

Relationships between employees

The microclimate in the team largely depends on what kind of relations have developed in the company between colleagues. Smooth, friendly, respectful relationships are the basis of a healthy team. If one of the colleagues makes a mistake or a mistake, it is important for colleagues to learn not to ridicule him, but to correctly point out the shortcomings in the work, offer their help.

Office romances, mutual hatred, the Cold War, gray cardinals and office plankton, intrigues against each other are evil forces that interfere with the working environment and the solution of the main tasks of the team.

Rule fifteen

business gestures

This part of business etiquette deserves several volumes of description with colorful pictures. Gestures, mannerisms, facial expressions can tell more than words about a person. The movements of an employee during working hours should be energetic, not lethargic, not slowed down. Gait - confident, while waving your arms and taking very large steps is not recommended. A straight posture, a confident look, the absence of fuss in movements are signs of a man of action.

A handshake is the only tactile gesture of touching an interlocutor that is allowed in a business environment. Pats on the shoulder, warm hugs, kisses and other gestures of friendliness are possible only among very close partners and relatives. When shaking hands, the hand should not be lethargic, wet or cold. Shaking or squeezing the interlocutor's given hand for a long time is not accepted.

It is not difficult to control words, text or thoughts, but it is much more difficult to control gestures and facial expressions. A smart interlocutor will instantly understand the intention or deceit by certain gestures and body movements. Business literature offers to help the books of Alan Pease "Body Language" and Paul Ekman "The Psychology of Lies. Lie to me if you can"

Note in a business notebook

68% of business negotiations and transactions in Russia did not take place due to the fact that entrepreneurs did not know the rules of business etiquette. Ignorance of the law does not exempt from responsibility, leads to the loss of credibility, money and business.

The main difference between business etiquette and secular etiquette is that in this set of rules, the priority of subordination is in the first place. Regardless of age and gender, the subordinate is in the hierarchy below the leader.

Business is done by people who have not only smart thoughts, enterprise and creativity, but also emotions. Failure to comply with business etiquette always causes negative feelings. Only ten to fifteen percent of business people succeed, and business etiquette always comes first.

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:

1. The ability to influence the emotions and activities of others.
2. Quick response to changes in various factors.
3. 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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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 label “copy” 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 call 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.

Cell 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 business participants:

1. Formal. Regulated rules that are described in special documents.
2. 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.