Rules of conduct in the workplace. phone phone strife

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Etiquette onworkingplace

Introduction

All spheres of our existence are subject to certain rules. In the workplace, too, there are rules of etiquette that must be adhered to. At work, as in any other micro-society, relationships are regulated by service instructions, internal regulations, instructions that take into account the specifics of the company's work, rules of etiquette, and features of the company's interaction with customers and partners.

The concept of "etiquette" penetrated into Russia at the beginning of the 18th century. Of course, even before that time there was a generally accepted order of behavior at court and outside it. We know from history that the patriarchal demands spelled out in the 16th century under Ivan the Terrible in a kind of Domostroy code of conduct were of great importance in the life of Russian society. By these rules, people were to be guided in their attitude to power, to the church, to the family, to work.

It is known that each employer forms the image of a professional, whom he would like to see in his own office. This largely depends on the corporate culture adopted in the organization. There are simple rules of behavior in an interview, the main thing in them is confident behavior during a conversation. So, never and under no circumstances should you look at the floor, and even more pleading and sorry for the employer, hold your back with a wheel, fiddle with your clothes with your hands, etc., speak in an inexpressive meek voice. Nobody says that you should not be nervous, this is a natural reaction, but you should control yourself.

Modern traditions are fundamentally different from the life of that time. At work, relationships are regulated by service rules and instructions that take into account corporate specifics.

The basic rule of modern etiquette is to always respect other people. The English, for example, believe that a gentleman can be called such a person who never does something bad on purpose. Many psychological studies show that a person with a gloomy mood spreads this mood to others. By the way, teachers should also remember this, because sometimes the student's assessment depends on their mood. A good tradition exists in the East: a person has no right to go out to people in a bad mood. In all situations, he is obliged to maintain a friendly expression on his face, not burdening others with his worries. But even violent cheerfulness often causes irritation in people, as it tires them.

What should the person who entered the office do? That's right - greet everyone. It is necessary to greet everyone - from security guards and watchmen to the director. This is the main idea of good relations.

An important part of workplace etiquette is how you treat the people around you who work as a team with you. By name and patronymic, for example, you need to contact the boss. Only the surname can be used, but using the word "Mr" or "Madam". When it comes to the workplace, employees should not be addressed simply by their first name. Calling by name and patronymic is a cultural and historical heritage of the country.

1 . osnew rules of etiquette

Handshake- the most important moment of greeting. Pronounced discomfort from the handshake gesture is evidence of the negative characteristics of the partner.

In business etiquette, a handshake is not a mandatory procedure. Usually employees - men shake hands with other employees (of course, male). While shaking hands with the boss can be considered an indicator of unnecessary, and sometimes even indecent familiarity. It all depends on your relationship with your boss. While shaking hands during business negotiations is considered good manners.

It is worth noting that if a woman extended her hand to a man (and according to the rules of office etiquette, she does it first), then the man should respond with a short handshake. If you need to introduce partners to each other, then in this case, younger employees are represented by senior in position and age. In addition, the latter may introduce themselves. However, if there is an acquaintance between a man and a woman, then the ladies never give their name first (the exception is a student and an aged professor).

If you need to enter someone else's office, then knock on the door only if there are less than three people in the office. It is allowed to enter premises with more than three workplaces without warning. These are more general rules, but there are also other subtleties that office staff should be aware of.

Workplace is the owner's face. A tidy person keeps his desk in order, all important papers are neatly stacked and sorted. Do not eat or pick your teeth in the workplace.

There are two main values in human behavior - this is philanthropy and politeness. No wonder Voltaire said: "Politeness is for the mind, what beauty is for the face." It is philanthropy and courtesy that help you choose the right tone in communication, win over a person and, as a result, achieve what you need. And work etiquette is no exception.

Appearance- take care of yourself, keep hygiene. Your hair, hands should always be well-groomed and clean. The same applies to clothes and shoes. Use one perfume line, but in moderation. Don't forget handkerchiefs. A healthy, well-groomed appearance is a mandatory requirement of official behavior etiquette.

Punctuality- remember the time. Never be late. Be precise and consistent in your work, do everything on time. Carelessness and forgetfulness can harm the common cause, cause discontent and irritation of colleagues.

Attentiveness- know how to work in a team. Listen to the opinions of others - otherwise, you may miss out on useful information or an interesting idea. Pay attention to your business partners and colleagues, show participation, even if it distracts you or seems tiring. It may happen that you yourself will need sympathy and moral support. Do not forget to congratulate your colleagues and colleagues on holidays and birthdays. Be sincere, but not noisy in expressing your feelings.

Bad habits- You must smoke only in a specially designated, equipped place. Do not touch things and look at documents on the tables of colleagues. An educated person should always be interested in the affairs of colleagues, but at the same time not impose his company on anyone. The successes of employees should please, and the failures sincerely upset. Remember, or rather write down, when they have important dates in their personal lives, and do not forget to congratulate them on another encouragement from their superiors. Personal grievances and antipathies should remain outside the walls of the office so as not to affect business relations. Keep secrets to justify the trust placed in you.

The rich experience of mankind includes a number of techniques that can slow down, naturally not to the detriment of the company's interests, the adoption of a decision, especially if the initiative comes from "from below" and not "from above".

What is important here, of course, is not the disgust of people with themselves, but in their "initiation to themselves." Try to promise only what you can actually deliver.

For the desired development of your career of an insufficiently high level of professionalism, you should forget about conflicts, aggression and resentment, accept criticism, follow the rules of etiquette, be moderately sociable and your career will definitely go up!

Useful traitss character

First of all, the etiquette of communication in the workplace is politeness "Explanatory Dictionary of the Living Great Russian Language" by V.I. Dahl comments on this concept in this way: “Politeness is decency, good behavior and treatment or courtesy. Learn politeness: where is the stump, here is the forehead; where are the people, here by; where dogs fight, say: God help you! And then the author explains: "Polite - a person who observes secular, worldly decency, courteous, helpful, helpful."

To be polite does not mean to fawn and fawn. The expressions “cold politeness”, “icy politeness”, “contemptuous politeness” are widely known, in which the epithets next to the word embodying a wonderful human quality emphasize its protective properties. Politeness not only disposes, but also allows you to keep a person at a distance.

American philosopher R.W. Emerson defines politeness as "the sum of small sacrifices" that we make to those around us with whom we enter into certain life relationships.

True politeness is one of the manifestations of sincere, disinterested benevolence towards all other people with whom a person has to meet. With workmates, with many acquaintances in everyday life, politeness can turn into friendship, but an organic, even attitude towards people in general is an obligatory basis for politeness. A true culture of behavior is where a person's actions in all situations follow from moral principles. Unlike an ignoramus who splashes out his negative emotions on others, a polite person knows how to restrain them.

Tact and sensitivity in relation to others is an indispensable condition for fruitful cooperation between the boss and the subordinate, colleagues at work. The content of these two noble human qualities is attention, deep respect for the inner world of those with whom we communicate, the desire and ability to understand them, to feel what can give them pleasure, joy, or, conversely, irritate them.

Tact and sensitivity are in fact inextricably linked with the normal work process in the team and directly affect the economic performance of any enterprise. An institution that employs educated people runs like clockwork: professional problems are solved quickly, personal problems recede if team members take part in them. Be tactless and rude towards a subordinate, and his resentment will immediately pour out in the most unpredictable forms. Just as “Moscow burned down from a penny candle,” so an entire enterprise can go to waste from someone’s hidden resentment.

Tact is also a sense of proportion, which should be observed in conversation, personal and official relations; it is the ability to feel the border that no one has the right to cross. A tactful person always takes into account specific circumstances: age difference, gender, social status, place of conversation, the presence or absence of strangers.

However, the culture of behavior is equally obligatory on the part of the lower in relation to the higher. It is expressed primarily in an honest attitude to one's duties, in strict discipline, as well as in respect for the leader and colleagues. Demanding a respectful attitude towards yourself, ask yourself more often: do you answer the same to your surroundings?

D. Carnegie writes: “You can make it clear to a person that he is wrong with a look, intonation or gesture no less eloquently than with words, but if you tell him that he is wrong, will you force him to thereby agree with you ? Never! For you dealt a direct blow to his intellect, his common sense, his pride and self-respect. It will only make him want to strike back, not change his mind.”

Tact and sensitivity also imply the ability to quickly and accurately determine the reaction of interlocutors to our statement, actions, and, in necessary cases, self-critically, without a sense of false shame, apologize for the mistake made. Not only will this not diminish your dignity, but, on the contrary, it will strengthen thinking people in their opinion of your modesty - an exceptionally valuable human trait.

Communication ethics

1. You should not allow caustic humor and frivolity, even if this is an integral feature of your usual conversation, and you like to joke and make fun of colleagues. Be sure to watch your speech, exclude slang and try to remember the names of colleagues and clients the first time.

2. You should play in a team and by the rules of the team, because your success in your company depends on each employee and on whether he conscientiously approaches the implementation of the assigned tasks. Therefore, you should not cover other employees if they frankly "score" on their job responsibilities. It's best to stay away for now.

3. If you are a subordinate, you should not interfere in the discussion of important issues if the leaders are talking to each other.

4. You should avoid clarifying the relationship with colleagues by e-mail, if suddenly you have disagreements. So not only will you not achieve anything, most likely, this correspondence will become available to everyone. Controversial points are best clarified in person and without raising the tone.

5. No need to talk about your household chores at work, and even more so about love affairs and office romances, even if gatherings are practiced in your office, during which you can discuss everything.

6. When you have lunch, try not to eat foods that have a strong repulsive smell (for example, smoked fish, onions, garlic, etc.)

7. Know how to control your emotions. It is necessary to exclude jumping around the office in case of joyful events and bitter sobs if something unpleasant happened. Remember that such emotions are appropriate only in the presence of your friends and family.

8. You should never tell partners about the problems of the company, unscrupulous employees, unskilled management, etc., so it loses confidence. If a deal breaks down or something like that, you can simply refer to a technical or partner reason. Otherwise, you will lose credibility, both from your superiors and from business partners.

9. Perhaps the most difficult. Never discuss other employees or management. Otherwise, you can be considered a gossip and a hypocrite, even if your boss is really a bore and a nitpick.

9. It is worth taking care of the company's property. Stationery is intended for you to complete your working moments, and not for you to use them for your own personal purposes (print out books for yourself, save pencils and felt-tip pens for children, etc.). If you have taken such a step and decided to print a diploma for your child, try to keep it unnoticed, both by colleagues and by superiors.

10. Do not take stationery or other personal belongings of employees from other people's tables without asking.

11. If you decide to pour yourself tea or coffee, offer it to your colleagues, and after drinking tea, be sure to wash your cup.

12. Do not engage in fleeting intimate relationships at work. In addition to various unpleasant rumors, you can easily lose your position.

13. Do not neglect the traditions of the office (it can be congratulations on holidays, and dress code, and corporate parties, and Friday rituals). This can be regarded as disrespect for the company, and colleagues in particular. But at the same time, keep everything under control. Remember that stains on the reputation can not be washed off!

About leaders

The head is obliged to introduce his new member to the team. The next steps are taken by subordinates. Experienced employees should bring the newcomer up to date.

There are individuals who experience pleasure at the sight of the torment of a new employee who cannot get used to it. Perhaps they would be more willing to help an inexperienced colleague if they knew that they themselves might someday be in his place.

However, a new employee should not, in case of any difficulty, call on the help of others. Everyone has their own responsibilities, so do not constantly pull someone, preventing him from working.

You should not introduce a new employee into the intricacies of personal relationships between some members of the team.

The form of address of all employees of an organization or firm depends on the traditions and personal sympathies of each, but it is not customary to address someone by last name.

Educated people are always interested in the affairs of their colleagues. Their successes should sincerely rejoice, and their failures should grieve. Do not forget to congratulate a colleague on a holiday, a date in his personal life, or at the next promotion.

Personal grievances, likes and dislikes should not affect business relations with colleagues.

You should not bother your colleagues with stories about your worries and personal troubles. An office or other office space is not a place for intimate conversations.

Special mention should be made of the relationship of colleagues of the opposite sex. Men should not forget that even in the service a woman remains a woman. A well-bred man will let a lady go first not only at the entrance to the restaurant, he will allow her to enter the dining room first and hold the door in front of her. In the presence of women, men should not allow obscene expressions.

However, if your colleague leaves, you do not have to interrupt work to give her a coat. But if you entered the wardrobe together, then, as a well-mannered person, you should help the lady get dressed.

Women should not abuse this and demand constant attention from male colleagues, because politeness is politeness, but you also need to think about work. You should not expect that a colleague, busy with business, will quit his job in order to open the door to the corridor for you.

If you currently need male help to, for example, move your computer to another place, ask for it directly, rather than waiting for your colleague to guess about it.

Men also should not forget about courtesy towards ladies. If one of them did not have enough space in the meeting room, offer your chair. Skip the woman forward, heading to the dining room.

Everyone probably knows that an employee's workplace can tell a lot about the owner. A well-mannered person will never force others to admire the mess on his desk. The desktop cannot be “decorated” with hats, scarves, handbags, cosmetic accessories.

You should not do makeup at the workplace, as well as eating at your desk, chewing gum or picking your teeth with a toothpick. Smoking is allowed where prescribed in this organization.

Do not look at the papers on someone else's table, do not look for anything there.

About telephone conversations

At work, we have already talked, but it is worth remembering some rules. If you pick up the phone, know that persistently asking the caller who he is is impolite. The secretary can find out who called, but the secretary must also be extremely polite. Usually a request: “Please introduce yourself” or “May I know who is asking?” - everyone willingly performs.

Conducting long private conversations on the office phone is unacceptable. If you really need to call on a personal matter, try to make it quickly and not too noticeable to others. Do not eavesdrop on other people's telephone conversations.

In most teams, it is customary to congratulate employees on their birthdays. Those who collect money for a birthday gift should not insist if one of the colleagues refuses to donate money. Congratulating the hero of the occasion and presenting a gift, you can name only those who give it.

In response to congratulations, a treat is usually offered, but it is undesirable to arrange too magnificent celebrations in the workplace. In addition, it seems to oblige the next birthday person to do the same, and not everyone can afford it. Do not try to impress others with your generosity and culinary talents.

If you were presented with a box of chocolates as a gift, you need to open it and treat everyone. In the event that the birthday boy brought sweets from home, he can pick up the gift box not unpacked.

The birthday of the head of the company is celebrated according to established traditions, however, none of the subordinates is obliged to give gifts to the head. But if there is such a tradition, the team will not make a mistake if they put a bouquet of flowers on his table. If this does not seem enough to you, opt for inexpensive things that are not in doubt. These are sweets (if the leader loves them), exotic fruits, an original ashtray (if he smokes), an organizer, stationery, a watch, good spirits. By the way, alcohol is permissible only in cases where the tastes of the one to whom it is presented are well known. In small teams where a trusting relationship has developed, you can give a purse, briefcase, etc.

The secretary can make a gift to the boss, but it should be modest enough and be business rather than personal.

Relationships between men and women in the workplace

If we proceed from the idea of equality of men and women and be guided by the requirements of ordinary politeness, the question of how representatives of the opposite sex to build relationships at work will disappear by itself.

The door is opened by the person closest to it.

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

The one who has a lighter at hand gives a light to another.

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

Both men and women shake hands; in the service there are no rules prescribing who should be the first to shake hands with another.

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

If all employees in the office use a common coffee maker, both men and women take turns brewing coffee and washing the coffee maker. The idea that the prerogative of preparing coffee is exclusively a woman's business is one of the most typical prejudices, and women are engaged in housekeeping at work on an equal basis with men.

Services of a personal nature, such as asking a secretary to dry-clean clothes or buy a gift for the boss's wife, are not part of the job, unless specifically agreed upon at the time of employment. If someone really really needs such a service, then his request to fulfill this assignment should be personal.

Neither men nor women at work should call employees pet names and nicknames. Joan is not "darling" and Stan is not "honey". If someone still persists in their delusion, you can simply say, "My name is Joan, not darling," repeating this until your words have an effect.

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

Nutrition

If meals are permitted in the workplace, the normal rules of cleanliness must be followed. Don't leave dirty cups and plates around. After eating, wipe crumbs and wet stains from spilled drinks from the table. The spectacle of how people eat does not bring much pleasure to those present. If you are forced to eat at your desk and your office door is open, close it. Since other people are working in your office, try to start eating when those who are sitting next to you have left. Pay special attention to your table manners, do not answer phone calls with your mouth full. As soon as you finish eating, throw away the leftovers, if possible, in a separate closed trash can, and not in the wastebasket next to your table or your colleague's table. The mere sight of leftover cantaloupe or tuna and onions, not to mention the smell, does nothing to improve the appearance of an office.

manner of speaking

Tongue-tiedness usually prevents people from getting promoted. There is an endless debate about whether or not to introduce elocution lessons into the school curriculum, with opponents of such a proposal arguing that the unification of colloquial speech can deprive students of their cultural traditions. Without going into the details of the discussion of this important issue, we only note that a self-respecting company management will never appoint an employee to a position that requires communication with people if the candidate is not doing well with conversational speech. I would like to advise employees of firms dealing with market problems and communication with other people to correct their shortcomings in speech and pronunciation, if they suffer from such. If necessary, you can take public speaking lessons and work at home to improve your general cultural level. The inability to clearly express one's thoughts is a significant drawback for a businessman.

Attitude to work

A benevolent attitude will advance you much faster than complaining and constantly expressing dissatisfaction. You have every right to disagree with your firm's dress code or vacation policy, and even incite co-workers to stand up for their rights, but this attitude is unlikely to speed up your promotion. Therefore, before deciding on any action, think about what you want more: to join the company's management in the fight for your rights or rather get a higher position? After that, act according to the decision made.

Come to work on time; do not be late for meetings; submit reports on time; do not constantly glance at the clock in anticipation of the end of the working day. If you can’t meet the deadlines in any way, tell your boss about it when he gives you an order, convincingly arguing your position.

Responsible employees of corporations often express concern that many of their subordinates are not literate enough - they make punctuation and spelling or grammatical errors, spell names incorrectly, and cannot correctly break the text into sentences and paragraphs. Often there is an impression that the preparation of students in schools does not meet the necessary requirements. However, a matriculation certificate will not be able to cover up shortcomings in your work. If you lack knowledge, take a refresher course or refresher courses. If you are simply irresponsible in your approach, think about how much harm your work can cause each of your mistakes, and try to treat your duties more conscientiously.

Don't waste your time

No matter how diligent and diligent you may be, it is not uncommon for co-workers to use your interactions as an excuse to justify wasted time—both theirs and yours. Sometimes they find a thousand ways to distract you from business, but you do not always need to pay attention to them. In most cases, you should politely get rid of their importunity.

If a chatterer calls you on the phone, having caught the essence of his message, you can interrupt the flow of eloquence of this person by saying, for example: “I understood your request and will send you the appropriate forms. Thank you for calling, and now, unfortunately, I have to go.

In the event that you have already agreed on everything with the visitor, and he does not even think about leaving, rise from your chair and tell him: "I'm sorry, but now I have to return to urgent business."

If someone asks you: “Do you have a free minute?”, And you have absolutely no time, or you know from experience that this “minute” will stretch for a whole hour, your position should be adamant. “I have a minute,” you should be told, “but if you don’t meet it, we better talk another time.”

forethought

Try to think about the employees around you. At work, as in the family, constant communication brings people together. You can improve relationships in your work team by paying attention to the needs of others and avoiding activities that annoy them. A bouquet of flowers on your birthday, a friendly service, a calm behavior that does not distract others from business - all this can help create a benevolent atmosphere around you, and people will talk about you as an employee who knows how to work with people.

In addition, courtesy will help you avoid embarrassing situations that can arise from time to time in any department. So, for example, you are in someone's office when the phone rang there - although you may not know if this call is personal or not - you better get up from your chair and quietly ask: “Maybe I should wait in the waiting room while you talk?" If someone enters an office with the obvious intention of finding someone who is not currently there, you could ask the person who entered, "Is there anything I can help you with?" In short, to be prudent means to follow the unwritten rules of courtesy and at the right time to come to the aid of people when they themselves do not dare to ask you for it.

Manifestationinitiatives

Both the bosses and employees are condemning the manifestation of aggressiveness at work. As for the initiative, it is welcomed by all. Where is the watershed between them? Aggressiveness invades life unbidden, reflecting a person's attempt to establish himself by force; the initiative moves people to accomplishments, helps to achieve jointly defined goals.

etiquette service worker negotiations

2 . Debusiness meetings

A workshop can be held by any employee whose work is related to the activities of others and depends on the exchange of views with colleagues. As a rule, production meetings are organized at the initiative of managers, but in some cases they can also be convened by ordinary employees by inviting one of the management representatives to the meeting.

General remarksabout the meetings

Almost all of us take part in several meetings during the year, and many from time to time conduct them themselves or take a seat on the presidium. Although the circumstances in which the meetings take place differ from each other, they do have some similarities in relation to which I would like to give some useful advice. There are a number of general rules for holding any meeting, regardless of the reasons for which they are convened; if these rules are followed, meetings run smoothly, benefit everyone present, and end on time.

Prepare an agenda ahead of time and try to stick to it.

Inform the participants of the meeting in advance about the reason for its convening and do not be distracted from the intended topic.

Set a start and end time for the meeting. Start and finish on time.

You don't have to resort to draconian measures, but you do need to ensure that those who want to speak take turns speaking without being interrupted by other participants in the meeting.

Those who are invited should think about not being late for the meeting, and the organizers are not at all obliged to wait until all the participants have gathered.

Waiting for latecomers does not give pleasure to those who arrived at the appointed time, and "punishing" them for their courtesy and professional ethics would be highly discourteous.

Catering for meeting participants

If the meeting is long enough, it can be interrupted so that the participants can have a cup of tea or coffee. During the break, the audience can use the coffee dispenser, or just warm up a bit. When there is no lunch break on the agenda of the meeting, the organizers should ensure that snacks and drinks are offered to meeting participants during the meeting. Someone from the staff not participating in the meeting, in this case, should follow the delivery of food and service to those who sit in the meeting room.

Depending on the job responsibilities of the assigned employee, he or she can either help bring snacks and drinks to the meeting and serve them, or inform the meeting organizer that everything is ready to announce a break and invite those present to start the meal. At the end of lunch, each participant in the meeting should take their tray of disposable tableware and leftover food out of the conference room and throw everything into the trash bin.

Organizationorganization of working meetings in a restaurant

Often two people working in the same or different companies decide that it is more convenient for them to discuss business problems in a restaurant where there are no constant phone calls and no one interrupts their conversation with endless questions. The one who invites, in this case, is obliged to reserve a table, regardless of whether the inviter will pay for the visit, or the costs will be divided equally. At the same time, you should first make sure that the restaurant where the meeting is scheduled is quiet enough, and nothing will prevent you from having a business conversation in a relaxed atmosphere.

Since restaurants tend to be busy during lunchtime, many responsible employees are increasingly choosing to meet with partners or clients during breakfast. In addition, meetings in a restaurant organized during lunch breaks often disrupt the working day, and if they are held before entering the service or after it, such violations are excluded. Instead of ending the work day with an invitation to a late lunch, some people prefer to meet with colleagues in the evening at a restaurant for a cup of tea.

Such negotiations in restaurants allow ordinary employees or responsible employees to complete business a little earlier, calmly continue them in a restaurant and return home not as late as after a business conversation at dinner.

Videoconferencing

Now, when many companies have branches not only in different regions of the country, but throughout the world, video conferencing can be a useful tool for more efficient business management. You can organize a video conference in such a way that each camera has two or three participants, or a larger number of them, and the camera will focus only on the face of the speaker at the moment.

The equipment that the company uses should be determined by its capabilities and the purpose of the videoconferencing system. There are certain differences between videoconferencing and face-to-face meetings that form the basis of the following general recommendations. First of all, during a video conference, you should refrain from conversations that are not directly related to the topic of discussion, since they can be broadcast to other participants in your meeting at a distance.

Try to glance at the screen from time to time - this will enhance the impression of direct communication with those who, while in other rooms, are participating in a video conference.

In order for the event to be effective, it is especially important to familiarize all participants with the agenda in advance. If any changes are made at the last minute before the start of the video conference, be sure to notify stakeholders immediately, or fax them the new meeting agenda. Before the start of the event, each of them, in turn, must send you confirmation that your information has been received.

Before opening a video conference, you should check the clarity of the image and the volume of the sound. If any problems are noticed, they should be reported to the rest of the meeting participants so that the specialists servicing it on the ground can adjust the equipment accordingly. Adjust the sound level so that everyone can hear each speaker well and his words are not distorted when feedback is turned on. It is possible that during the passage of the videoconference signal, interference will occur at some points, drowning out the sound and / or image.

Decide in advance what you will do in this case - continue the meeting until the signal is restored, and convey the essence of what was said to those with whom contact was temporarily interrupted by other means, or during the conference a break will be announced until communication is restored. There are no rules in this regard. Your decision is determined by many factors: time parameters, the possibility of partners to get back together soon, as well as the speed with which a broken connection can be restored.

Whether it will be possible to simultaneously see all the participants in the video conference or not depends on the broadcast equipment available in the room, as well as on the number of participants in the meeting. This is especially important when the camcorder is fixed permanently. Everyone present should remember to speak clearly and loudly enough, especially when you are not directly in front of the microphone and / or outside the coverage area of a stationary video camera.

Since microphones in the studio are arranged in the same way as in a telephone receiver, only one person can speak at a given time. Participants in a meeting trying to say something in one studio will not be heard by anyone until the speaker in another studio has finished his speech. If you are invited not to the main, but to one of the additional studios, sometimes it happens that in order to get the floor, you need to attract attention to yourself with gestures.

When the videoconference agenda has been exhausted and all the items on it have been discussed, end the meeting on the air in the same way as any other meeting.

3 . ThisIket business clothes

Many of us don't take much pleasure in the old maxim that "clothes match"; and yet it is true, especially when it comes to today's business world. Pay attention to people moving up quickly. It often happens that when there are two candidates for promotion, the one who takes care of himself gets the position, since he is more in line with the image of the leader than the person who is careless about his appearance. No matter how unfair this question may seem to you, do not forget that the employee in this case represents not so much himself, but the company in which he or she works. Agree that not a single company manager wants her image to fade in the eyes of other people from the fact that one of the senior employees will be sloppily dressed. You have every right to believe that regardless of the position you hold, you can go to work in jeans, but such a belief is unlikely to accelerate your promotion. Beautiful and well-groomed love. The second is even more important for a career.

General provisions of business etiquette in clothing

First of all, both men and women should take care of themselves - we are talking about impeccable cleanliness: clean nails, clean hair and clean clothes. The dress, in addition, should always be ironed, even things made of natural fabrics that wrinkle easily must be ironed so that they do not look as if you, having previously crumpled them, put them under the pillow at night.

Perfume, cologne and aftershave lotion are good when their smell does not hit others in the nose. If your colleagues are forced to open the windows of the office so that after you leave the smell of your toilet water disappears as soon as possible, this makes a truly terrible impression.

As for the rest of personal hygiene products - such as toothpaste, mouthwash and deodorants - suffice it to say that when working in a team, it is simply impossible to do without them.

When someone fromcolleagues do not look after themselves

Should I tell a colleague that he has bad breath, his body sweats noticeably, there is a lot of dandruff in his hair, etc.? The answer to this question is determined primarily by what kind of relationship you have with this employee. It is never easy to make these kinds of remarks, but if a person really has no idea that others may find it unpleasant to communicate with him, then, despite some initial awkwardness, he will later be grateful for your help.

You can say: “Mikhail, you probably don’t notice this yourself, but when you talk to you, you smell an unpleasant smell. I thought it would be better for me to tell you about this than to wait for someone else to pay attention to this, ”or:“ Natasha, it seems to me that you have the same problem with sweating as I do. I just didn't know what to do until I bought this amazing deodorant. Now that's over with. I think if you use this deodorant, you will be fine too.” Even if you have never sweated in your life, expressing your opinion about a very delicate problem in this form, you, without offending Ann's feelings, will help her to ensure that all employees who are in the same office with her do not experience discomfort from her sweating .

The boss of an employee, who would do well to pay more attention to personal hygiene, especially if the issue of promotion of the latter in a position is being considered, could help the subordinate in the same way. “Timofey, you are doing a great job, and I am going to recommend you for the position of vice president of the company, but you simply have to do something about your sweating (bad breath, dandruff, table manners, clothes, etc.) before I bring your appointment to the board of directors."

Regardless of whether it is a close friend or just a hated acquaintance, we all, of course, should help a man whose trousers are zipped open, or a woman who has her blouse unbuttoned, someone who has spinach stuck in his teeth, the remains of borscht from an ugly stain has blurred on the back of the skirt, or a label sewn on the inside to the collar of the sweater sticks out ugly. Not a single employee will come to work knowingly soiling his mouth with leftover food or unbuttoning his fly, and if everyone else is “politely” silent, his embarrassment when he discovers his mistake with annoyance will be significantly stronger than when someone quietly take him aside and advise him to correct the situation.

You can just come up and say quietly: “Sergey, I’m sorry, but your zipper is undone,” or: “Katya, take my mirror - it seems that something is stuck in your teeth.” Of course, it’s unpleasant to hear this from a colleague, but on the other hand, what would you prefer - to find out from someone that your suit is a mess, or to walk around the office with your fly unbuttoned all day without even knowing it? Here are the rest of the same opinion.

The appearance of a woman

How you should look depends largely on the nature of the institution in which you serve. An image that is quite acceptable for an employee of a fashion house may be completely inappropriate in a brokerage office. The definition of "inappropriate" has several meanings in this case. For women, this means wearing ostentatious dresses, excessively voluminous hairstyles, overusing cosmetics and jewelry, being careless in clothes, wearing loudly bright colors and defiant models.

Even if after work you are used to looking elegant and sexy, the latter is superfluous in the service. Your way of dressing reflects not only your own opinion of yourself, but also how you claim to be treated by the people around you. If you want to show co-workers, bosses, customers and clients that you consider yourself a high-class businessman, you should not wear too short skirts or low-cut blouses to work.

When traveling to conferences and business meetings held in resort hotels and clubs, a woman needs to take with her toilets suitable for different situations, as well as sportswear for playing tennis or golf, swimwear, etc. At meetings of this kind, the dress can be treated more freely than in the conditions of everyday work in a serious institution. Therefore, during the trip, a strict business suit can be replaced with more comfortable things. However, this does not mean at all that you can appear everywhere in jeans and short-sleeved shirts.

At such meetings, suits that correspond to your professional status are appropriate - fleecy trousers with jackets, skirts with blouses, knitwear, etc., that is, such outfits that occupy, as it were, an intermediate place between a formal business suit and sportswear. At conferences held in cities, as a rule, dress more formally, following the business style. Before such a trip, a woman should find out what events should be held there - at some conferences evening receptions of an official nature are often scheduled, at other meetings - trips to nature, picnics and other similar entertainment.

Appearance of a man

Choosing his clothes, a man should remember that the individual details must be in harmony with each other. It is necessary to ensure that the fabric of the suit is not full of stripes of different widths; shirts and ties did not look worn; socks would be of such length that a bare leg would not peek out from under the trouser leg, and the color of the socks should be selected to match the tone of the suit; shirt collars should be in line with modern fashion, as should jacket lapels, as well as the width and cut of trousers.

A bad impression on others is made by catchy jewelry, chest hair, visible through an unbuttoned or too thin shirt, too sleek, perfumed, or, conversely, greasy hair on the head. Mustaches or beards, if any, should always be neatly trimmed. Shoes are best worn from soft, matte, rather than patent leather; in addition, cowboy boots and rough boots that do not match the style of the official costume should not appear on duty.

Of course, people working in organizations with a strict dress code should bother most of all on this topic, and those who have found themselves in creative professions can even walk in shorts if it helps their career or promotes self-expression.

Trips to conferences and business meetings, as a rule, do not cause men to think about choosing clothes. If events are held in cities, as a rule, their participants are dressed in the same way as in everyday work, and if in a rural or resort area, you can take shirts, jackets and sports-cut trousers with you. As soon as a reception is supposed to be held during the meeting, you need to bring a dark suit or a weekend jacket with you. In any case, before packing your things, it is better to find out in advance the program of the planned meeting.

4 . Uvdeer or leaving with a slaveoty

When you are fired

An employer forced to fire an employee is often more upset himself than an unsuccessful employee. Kicking someone out of a job is no easy task, and many executives often pace the office for hours before making such an important decision. Will the employer be accused of injustice? Will other employees support him? Will he then have to get bogged down in the routine of the trial? Yes, firing an employee is not an easy task.

Just as constructively as you would with your own dismissal, you need to approach the dismissal of your employees.

Be specific. As soon as your company has decided to close one of its divisions and reduce its entire staff, say so. If a merger between two companies results in an excess number of employees, describe the criteria that you used to determine who should be fired and who should be kept in work: age parameters, special qualities, high adaptability, etc. Sometimes it is easier for a person to find out that he was fired through no fault of his own, but due to circumstances that he could not influence in any way.

If you have to fire one of the employees, then the situation is more complicated. There are many reasons that could lead you to take this step: his inefficiency, cheating, anxiety caused by him to other employees, inability to communicate with people, refusal to obey the orders of management, lack of initiative, lack of ability to solve problems, laziness, lack of dedication , inability to bring what has been started to the end, etc. In general, the list of these reasons can be continued indefinitely. While any of these could be grounds for dismissal, don't mention them to the person you're about to fire - they're all too vague.

Instead, indicate specific manifestations of one or more of the indicated deficiencies by saying, for example:

- “The hospitality accounts you submitted turned out to be fake”, or:

- "You keep leaving every day for two hours at lunchtime", or:

- "You refused to accompany sales representatives when they were supposed to go to meet customers."

It is difficult to argue against specific arguments - facts are stubborn things. Prepare for the dismissal of an employee in advance so that by the time he is put on

notifying you, you could submit documents explaining the reasons for his dismissal, and remind him that he had been repeatedly warned in the past. A justified dismissal case is based on excerpts from the employee’s dossier for a sufficiently long period of time, and all warnings issued, as well as recommendations for reviewing his behavior, should be stored there. Copies of such documents must be filed with the personal file of employees. They should be used in decisive conversation.

If you are convinced that an employee needs to be fired, take action immediately. Do not allow the dismissed person to stay at the firm longer, offer him or her a severance pay and ask him to leave the service as soon as possible.

INTRODUCTION

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

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

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

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

Etiquette rules may vary in individual firms and industries. You must know these features in each case. In addition, the global nature of economic ties obliges people to know the etiquette of other countries. Violation of these rules leads to a break in business ties and results in the loss of sales markets.

BASIC RULES OF CONDUCT AT WORK

Who to contact.

Each firm has its own "table of ranks". There are employees who are called by their first names, while others are addressed only by their first name and patronymic. New hires should carefully consider the manner in which colleagues communicate with each other and follow their example.

If you are among the responsible employees who are addressed by their first name and patronymic, but you yourself, when talking with the boss face to face, call him by his name, in the presence of other employees you should call him by his first name and patronymic. When you are in a more modest position, you'd better wait until a colleague introduced to you asks to be called by his first name.

Regardless of how official the nature of the relationship between employees of an institution, each of them has a name. No one, not even your secretary, should be called "my girl" in a conversation with anyone.

Requests for help.

Regardless of whether you have a lot of people or no one under your control, sometimes situations arise in which you cannot do without the help of others. These "others" may be your subordinates or simply co-workers. No matter what position you hold, you should never make a request to anyone that sounds like an order or a demand. You will be more willing to be helped if you spice up your request with a hefty portion of "thank you" and "please."

Leader's instructions.

Part of the day, each responsible employee always works together with the secretary: with her help, he sorts out mail, dictates letters to her, discusses the order of conduct of scheduled meetings, etc. In the routine of everyday life, the most pleasant aspects of human communication are easily forgotten, which are designed to make such meetings more joyful, but, despite this, it is completely unacceptable to shout: “Lena! Come here!" or engage in the performance of duties without a shadow of a smile, with a gloomy expression. If you turn to the secretary, let's say, like this: "Lena, when you finish writing this letter, please, come to my office, I have to dictate something to you," - in this appeal there will be not only a recognition of the fact, that at the moment Lena is busy with business, at the same time you will turn your order into a request.

When you say in a project management meeting, “Jim, the Kraus project needs some work. Could you include it in your work schedule in the next couple of days?” by doing so, you recognize the importance of Jim's work schedule, and also - as in the previous example - ask him, rather than give a hard command.

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

Relationships with colleagues.

In some cases, turning to colleagues for help can be difficult. No one likes lazy people and loafers who talk on every corner about what they say at work, but in fact they cannot complete a single task and constantly bother others with their questions. At the same time, everyone will consider it their duty to lend a helping hand to someone who is always willing to share experience and knowledge with others.

Relationships between men and women in the workplace

The door is opened by the person closest to it.

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

The one who has a lighter at hand gives a light to another.

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

Both men and women shake hands; in the service there are no rules prescribing who should be the first to shake hands with another.

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

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

Nutrition.

Punctuality.

Literacy.

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

Don't waste your time.

No matter how diligent and diligent you are, it is not uncommon for co-workers to use your interactions as an excuse to justify wasted time—both theirs and yours. Sometimes they find a thousand ways to distract you from business, but you do not always need to pay attention to them. In most cases, you should politely get rid of their importunity.

If someone asks you: “Do you have a free minute?”, And you have absolutely no time, or you know from experience that this “minute” will stretch for a whole hour, your position should be adamant. “I have a minute,” I should tell you, “but if you don’t meet it, we better talk another time.”

Providence.

Try to think about the employees around you. At work, as in the family, constant communication brings people together. You can improve relationships in your work team by paying attention to the needs of others and avoiding activities that annoy them. A bouquet of flowers on your birthday, a friendly service, a calm behavior that does not distract others from business - all this can help create a benevolent atmosphere around you, and they will talk about you as an employee who knows how to work with people.

In addition, courtesy will help you avoid embarrassing situations that can arise from time to time in any department. So, for example, you are in someone's office when the phone rang there - although you cannot know if this call is personal or not - you better get up from your chair and ask: “Maybe I should wait in the waiting room, while you talk?" If someone enters an office with the obvious intention of finding someone who is not currently there, you could ask the person who entered, "Is there anything I can help you with?" In short, to be prudent means to follow the unwritten rules of courtesy and at the right time to come to the aid of people when they themselves do not dare to ask you for it.

Showing initiative.

Both the bosses and employees are condemning the manifestation of aggressiveness at work. As for the initiative, it is welcomed by all. Where is the watershed between them? Aggression unbidden invades into life, reflecting a person's attempt to establish himself by force; the initiative moves people to accomplishments, helps to achieve jointly defined goals.

What should be avoided in general.

If following the above rules of behavior in the service can help you climb the corporate ladder, then the following actions can forever leave you at the very bottom.

Gossip.

Do not discuss other employees of your company with colleagues either at work or in a friendly setting. The word is not a sparrow, it will fly out - you will not catch it.

Absence and delay.

Try to be absent from work during working hours as little as possible. If you are entitled to three personal breaks or ten days at home due to illness, avoid using them unnecessarily. You should not be at work in a bad mood: neither a runny nose nor a headache will relieve you of your duties. And regular absences from work will be recorded in your personal file and will become part of your reputation.

Arrive at work a few minutes before it starts, and let that time take you to get ready for the day.

Sloppiness.

Be always taut and neat - hair should be combed, shirt tucked into trousers, shoes polished, suit ironed. Cleanliness and order should reign on your desk. Sloppiness, on the other hand, only indicates that you treat work carelessly.

Discussing personal issues.

Personal problems are best left at home. Even in the case when colleagues are your friends at the same time, it is better to discuss issues that are not directly related to the service outside of work; therefore, you will do well to pay attention to them in your own time. In addition, in this case, your personal life will not become the subject of gossip of all department employees. Professional qualities contribute to promotion, and attempts to solve personal problems during working hours do not at all testify in favor of your business qualities.

Disclosure of confidential information.

When you have access to confidential information, you should take care to keep it confidential. You may be aware of plans that have not yet been made public, classified information of a financial or personal nature; do not divulge what you know. If you do not know if certain information is classified, ask management about it. Do not forget that the amount of your salary also applies to information that is not subject to disclosure; that's how you deal with it.

Visits from relatives.

Although your wife (husband) and children may be very interested to see where you work, satisfying their curiosity will not speed up your promotion. If you nevertheless decide to show them your workspace, do so on weekends when none of the employees are at work.

Personal calls.

Make sure that for personal matters you are called at work only in cases of emergency. Frequent telephone conversations that are not related to the service always attract the attention of other employees. This kind of conversation prevents others from working, and you will soon be treated as a frivolous person.

Waste of time.

Phone calls are not the only way to waste working time. With the same success, you can kill him by wandering aimlessly around the room, reading magazines or chatting with other employees about matters that have nothing to do with work. Do your best to fulfill your immediate duties, and if you have nothing to do at the moment, you can help one of your colleagues. Try to imagine the impression that your boss will have of you when he notices that you are wasting time that does not really belong to you, but to the company.

Is it worth borrowing?

Shakespeare wrote: “Never borrow or lend.” It can be very difficult to say no to a co-worker who asks you for duct tape or a postage stamp. It is much easier not to ask any of the employees for such favors. Constant "begging" not only takes up time for you and those around you, but also depletes their supplies of stationery. Besides, you don't really need to: plan ahead for your needs and, according to them, stock up on everything that you may need at work.

Borrowing money is even more dangerous, as it can upset an already established good business relationship. Now that we have 24-hour ATMs at our disposal, you should first check how much money is in your own account, and only when they run out can you turn to others for help. However, do not forget that if you do not have an ATM card, you can pay your expenses with a credit card if necessary. This is better than borrowing money or lending it to employees.

Rough scolding.

Avoid strong language at work. It doesn't matter if one of your colleagues uses them in their vocabulary or not. They won't help you to get promoted.

Chewing gum.

Leave this pleasure at home. At work, it distracts from the case, sometimes at the same time people champ unpleasantly, often such a habit causes hostility among the employer.

Smoking.

Try not to smoke in the workplace. If you are a heavy smoker, you can go to a designated smoking area and have a smoke break there.

Drunkenness.

A drink over lunch if you and a client decide to have a business conversation at a restaurant won't do you much harm, but if you overdo it, the consequences can be simply disastrous for you. You should never drink at work.

Business etiquette is perhaps the most logical kind of etiquette. Everyone understands what is acceptable to do in the office, and what will look extremely unprofessional. At the same time, simple rules are violated with regularity. Etiquette specialist Ekaterina Sartakova talks about her appearance, relationship with colleagues and the working atmosphere.

Makeup and hair

It is best to stick to the golden mean in this matter. Do not rush to extremes from a complete lack of makeup to applying evening makeup, inappropriately bright for work. Your makeup looks right if: elusive tonal foundation, smooth color transitions and blurry borders, slightly emphasized eyes, light classic makeup. The main task is to give confidence, emphasizing the merits and hiding the flaws. Forget about war paint or inaccuracy in applying cosmetics. My personal advice is to take a make-up course "for yourself". And remember, don't preen in the workplace, that's what the ladies' room is for.

As for the hairstyle, it should look something like this: clean hair, neatly styled, not overloaded with styling products. If you work in a serious company or participate in important negotiations, then your hair below your shoulders should be collected in a bun or ponytail, with invisibility or discreet hair ties.

Cloth

Appearance testifies to your professionalism no less than your skills. Here style, relevance and restraint are of paramount importance. All organizations have their own rules regarding the dress code of employees, and perhaps they do not exist at all. The topic is very extensive to fit all the nuances in one paragraph. However, there are a few basic rules of etiquette that are unshakable always and everywhere when it comes to business etiquette. Namely: do not wear mini-skirts, tight-fitting dresses, things with a deep neckline, do not expose the navel. When buying a thing, look at the quality of the fabric and how much it wrinkles. Your clothes should always be clean and ironed. As for shoes, I recommend refraining from high heels (maximum 8 cm). Shoes should always be clean, and it is advisable to have a special replacement pair of shoes for work, in which you do not walk in ordinary life.

perfume

Remember, perfume is very easy to overdo. When in close proximity to other employees, especially in a small space, think about how strong your perfume can be felt by those around you. If you can clearly hear it, you can be sure that the others have already lost their minds. Stick to the “less is more” principle.

The aroma of perfume is something personal, and only those closest to you should notice it. Take care of your colleagues and, of course, customers, whom you can simply push away with an obsessive aroma.

Remember that an expensive scent is natural and fresh, but by no means heavy, sweet and suffocating. It may be better to use scented oils or lotions with your favorite scent if the job involves direct contact with people. Or apply eau de toilette in one of these ways: first, when you spray a little perfume in the air directly in front of you and pass through the cloud instead of applying it to the pulse points; the second option is to spray perfume on a hair brush and comb through.

Hands

Your hands are an indicator of grooming and respect for customers. When people ask me what the perfect manicure for an office worker should look like, I always say that these are short, neat nails with a solid coating. Colors: classic transparent pink, as it is the most unpretentious in care and always looks feminine and stylish; flesh tones, slightly more matte; classic red is beyond competition (this includes both dark red and burgundy), as well as varnishes in the color of precious metals - blue sapphire, emerald, purple-amethyst. Rhinestones and drawings on the nails are not recommended.

Shall we have a bite?

Lunches and snacks at the workplace are a common thing. Few people think about the aesthetics of the process, hygiene and smells. If your work is directly related to meetings and negotiations, when clients can see you, then, of course, this is unacceptable, the question of manners and elementary service is obvious. You can take a break and go to the dining room, or to a room specially designed for lunch. And if there is no such room, then this is a good reason to offer an innovation in the life of the entire office. Cups of tea and coffee, plates or containers with crumbs have never painted a single workplace, and the likelihood of getting dirty or pouring something on yourself increases by 200%. Obviously, but it’s still worth saying: business etiquette and dishes with onions and garlic are incompatible things.

Topic for discussion

There are topics that you should not discuss with colleagues, so as not to worry about your image in the team in the future and avoid unnecessary stories about you, even if you think that you can completely trust these people. In particular:

Your promotion/lack of it

Salary

The value of someone's things

Mistakes of colleagues and gossip

Personal topics (age, absence of children, divorce, illness)

I especially recommend refraining from talking on abstract topics when clients are nearby, as they want to see professionalism and competence in you, and the laughter and conversations of employees communicating with each other can be repulsive.

Welcome

When we enter a room, we are the first to greet our colleagues there. The junior in status/position greets the senior verbally first. And the exchange of handshakes from the opposite - here the elder takes the initiative. When a client or customer comes to you, always get up from your seat to greet him. We do not shake hands across the table, nor do we keep our hands in our pockets. In Europe, in business etiquette, shaking hands, as a ritual, is mandatory, many of us are afraid to do this, but in vain.

Not a woman, but an employee

In this phrase lies the main difference between business etiquette and secular - a woman no longer has privileges, here she has an equal status with a man. A few examples for clarity:

If in secular etiquette the man opens the door, letting the woman go forward, then in the business environment the door is opened first by the one who is closer to her.
At a secular reception, a man pulls a chair for a woman and helps her sit down, and at a business breakfast or dinner, everyone moves a chair for himself.
In ordinary life, a man always rises to greet a woman or an older person, and in business etiquette, a man and a woman always rise from a chair to greet a client or visitor, regardless of their gender.

Why is it so accepted? So as not to be distracted from the main thing - from work.

phone phone strife

If we are talking about a personal phone, then let it be on the vibro or quiet melody mode so as not to distract others with extraneous sounds. Work is not the best place to talk about personal matters, so we either go to a secluded place, or put it off until after work. At important negotiations, business meetings in cafes and restaurants, the phone has no place on the table.

Using a work phone also has its own nuances. If we call, we will definitely introduce ourselves and ask if it is convenient to talk. On weekdays, it is not recommended to make business calls during the first and last business hours.

The call should be answered approximately after the third beep: on the first - we are distracted from work, on the second - we focus on the call, on the third - we think with what phrase we will answer.

If we are with someone and the work phone rings, we always ask permission to answer and, if necessary, move away from the interlocutor so as not to distract with our conversation, but no more than 2 minutes.

Etiquette and service

Knowing the rules of etiquette in the business environment and the service sector is very important. Service, in difficult market conditions and high competition, plays a huge role and can actively influence the image and development of the organization. Each employee is the face of the company, and you need to not only know the rules, but also follow them, work on developing a culture of business etiquette. Remember how many times you personally did not make purchases or transactions due to the incompetence of an employee or his repulsive appearance, impoliteness or lack of punctuality? Of course, a lot depends on the manager, and on each employee, as they say, "if you want to change the world, start with yourself."

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 things into important and urgent, delegate some of the 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 selected 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 the relationships that 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.

Dear Colleagues!

The work of our Company directly depends on the availability of customers. Therefore, in order to maintain the overall image of our organization, all employees are advised to comply with the norms of professional, professional ethics, business conduct rules and office appearance standards.

Employees represent the image of the Company for customers, so the image of each individual employee, his behavior in the workplace and work with clients depends on the image of the company and, ultimately, its commercial success.

These Rules apply both to employees of the Company and to employees of third-party organizations located on the territory of the Company.

professional conduct

Employees in the course of their work activities must be guided by the highest standards of business communication:

· maintain the business reputation and image of the Company in business circles;

· in dealing with employees of other enterprises and organizations, government agencies, and, in particular, with the Company's clients, act honestly, ethically and fairly, show correctness, attentiveness, tolerance and respect.

Customer service is the most important task of the Company, therefore employees must provide any client with the best service. In a highly competitive environment, a customer may switch to a competitor due to poor quality service. Our main task is not only to attract a client, but also to create all conditions for long-term cooperation with him. Precautionary attitude to the client, creation of the most favorable conditions for him is the key to long-term partnerships.

For delays in customer service, as well as for poor-quality or insufficiently professional service, the direct manager of the department that served the client is responsible.

Compliance with fire safety rules

Smoking on the territory of the Company is allowed only in strictly designated and equipped areas.

For employees of the technical center - on the western side of the building, near the exit from the service area to the parking lot.

For other employees - near the eastern exit from the building.

The direct head of the department is personally responsible for compliance with these requirements and the requirements of fire, sanitary, technical safety, safety of furniture, equipment and technical facilities in the room.

General rules of internal order

Company employees should:

Treat the Company's property with care, take measures to prevent damage that may be caused to the Company;

Effectively and only for business purposes use personal computers, office equipment and other equipment;

Strive to reduce the cost of long-distance telephone conversations by making extensive use of the possibilities of e-mail;

To economically and rationally spend materials and electricity, other material resources;

Maintain cleanliness and order in your workplace, office and other premises.

The working day starts at 9:00. The arrival time for all employees of the Company is 15 minutes before the start of the working day to bring their appearance and workplace into proper shape.

The end of the working day at 18:00 for all employees of the Company, except for employees of the Technical Center. The end of the working day for the employees of the Technical Center is 19-00. All employees are prohibited from leaving the workplace before the end of the working day.

In case of additional coordination of the work schedule with the head of the structural unit, in each specific case, the work schedule can be set individually, if this does not affect the labor activity of the Company's employees.

Communication style of employees on the phone

The customer gets the impression of the Company from the first phone call, so every employee must be able to communicate competently on the phone.

Ignoring telephone calls is unacceptable: no later than the third signal of the call, an answer must follow. When answering a phone call, you must politely greet, say the name of the Company and introduce yourself, indicating your name and position. Telephone conversations should be conducted in a loud, clear voice, speech should be intelligible, friendly.

If the employee whose phone is ringing serves the present client, one of the colleagues must answer the phone call, or, having apologized to the present client, the employee of the Company answers the phone and asks the interlocutor to remain on the line, ends the conversation with the client. A phone call should not be ignored.

When transferring calls internally to a division, the Company's name should not be mentioned again. A department employee, when answering a phone call, politely introduces himself, indicating the name of the department and his name.

The style of communication between employees

In order to create a healthy working climate and open and timely communication, each employee of the Company, regardless of his position, is obliged to respect personal dignity and not allow himself a vivid emotional assessment of the actions of others.

The Company's management maintains an open door policy for its employees. This means that the immediate supervisor is obliged to listen to his subordinate and respond accordingly.

If the immediate supervisor is unwilling or unable to listen to his subordinate, the latter may apply to the Human Resources Service.

Teamwork and the efforts of all employees are the conditions for success. The Company welcomes friendly relations between employees and does its best to maintain a favorable social and psychological climate in the team. All disagreements between employees are resolved by their immediate supervisor or in cooperation with employees of the Human Resources Service.

It is unacceptable to make any conflict the property of third parties.

Company management encourages employees to contact with ideas, feedback and any suggestions and concerns.

In the presence of the Company's clients, addressing a senior manager by name is unacceptable. Familiar relations between employees of the Company in the presence of third parties are not allowed, as well as opening doors without knocking, entering the office without permission and interrupting the conversation of other employees among themselves or with a client.

The Company's management hopes that all employees follow the rules of business etiquette.

Clothing style and appearance

The image of an employee should personify representativeness, reliability, stability.

Employees should look neat: clothes are clean and ironed, shoes are polished, hair is neat. In winter, change of shoes is required. Men must be clean-shaven. It is not advisable to use evening perfumes (with a pungent smell), bright cosmetics and extravagant hairstyles (for women).

· for men

Business suit. A combined suit is possible (for example, a black jacket - gray trousers, trousers with a shirt without a jacket). Shirt with long (in winter) or short (in summer) sleeves A tie is required.

For employees of the IT department, drivers, couriers, trousers with a jumper are possible.

· for women

A business suit (trouser or skirt) is desirable. It is also possible to combine a skirt or trousers with a blouse without a jacket, jumper or sweater (not thick). In the summer, tights are desirable.

· for men

Any clothes made of denim;

Suits and shoes in bright colors;

Sportswear and footwear;

Knitted T-shirts, jumpers, sweaters and "turtlenecks" without jackets;

Socks in bright colors.

· for women

Sportswear and footwear;

Sandals, shoes with a heel height of more than 7 cm;

Clothes made of transparent material;

Knitted T-shirts;

Any clothing made of denim, leather tight clothing;

Pants or skirts "on the hips";

Short blouses or jumpers that leave an open strip of the abdomen;

Short skirts (more than 10 cm above the knee);

Highly low-cut blouses and jumpers;

Tights with a pattern, mesh;

Evening style clothes, as well as extravagant, pretentious clothes;

Lots of decorations.

On Saturday, free style of clothing is allowed, i.e. from denim.

Employees should not put themselves in order directly in the office: comb their hair, use perfumes and cosmetics, clean shoes and clothes, etc.

Any rules regarding the appearance of employees are valid for everyone without exception and during the entire working time (that is, while the Company is open and there is someone there) on working days. If an employee visits the Company while on vacation, he is not required to comply with these rules.

If the appearance of an employee does not comply with these rules, he may be sent home, the time of his absence will not be paid by the Company.

Compliance with the rules must be monitored by the head of the department. Also, the head of another department or someone from senior management has the right to make a remark to the employee about the inadmissibility of the violation.

For employees working directly with clients On the trading floor:

All employees of the Company, as well as employees of other organizations directly related to customers (secretaries, office managers, sales managers, customer service managers, credit officers, merchandisers, etc.) must wear corporate uniforms and badge with the name of the employee.

In the absence of a corporate uniform:

· for men:

Business suit. A tie is required. Badge with the name of the employee.

· for women:

Business suit in black, including a straight skirt and a vest. White blouse or shirt with long sleeves. Neat manicure. Open-toed shoes are not allowed a large number of bright and flashy jewelry.

For workers working in industrial premises

All employees of the Company working in production facilities, as well as with highly polluting substances and materials, must wear special clothing or have a change of clothes.

Visiting catering places

In order to avoid delays in customer service, during the lunch break, one of the employees of each of the Company's divisions is required to be at the workplace.

When visiting public catering places, employees working in industrial premises, as well as with highly polluting substances and materials, must wash their faces and hands, and change into clean clothes or put on a clean gown.

One of the tables in the dining room should always remain free. The Company's clients are served without a queue.

These Rules come into force in 2008.

We hope for your understanding and compliance with these rules.

Sincerely, Administration