It is important for every person to know the basic principles of etiquette when communicating with people. This is necessary to create a favorable environment in society and friendly relationships. Business etiquette is of particular importance. It implies an established order of communication and behavior in business and business relationships. Knowledge in this area will help you establish yourself well at work in the eyes of your superiors and colleagues, as well as get a position at a higher level.

Peculiarities

It often happens that company employees have no idea about the rules of communication among themselves in a team, and this entails an inability to find contact with superiors and colleagues. In this case, the employee feels at a dead end when the need arises to ask for a salary increase, or to competently introduce himself to new employees or the director.

From the above, we can conclude that knowledge of the rules of correct communication for business is the key to successful business management and the main indicator of an employee’s professional skills.

So, in order to delve deeper into this topic and gain new knowledge and rules, you need to know the features of this area.

Business etiquette is divided into the following categories:

• Nonverbal behavior - gestures, manners (handshakes, manner of sitting, positioning among colleagues).
• Protocol issues: first meeting, introduction to colleagues or superiors, location of a person in a hotel.
• Behavior of boss and employee.
• Reception rules for owners and visitors of restaurants, cafes, etc. (table setting, tips, arrangement of guests at the table).
• Dress code. It refers to the rules for choosing a costume and designing the appearance according to the main criteria.

• Rules for drinking alcoholic beverages.
• Peculiarities of behavior in different countries (China, Japan, Germany, India and many other countries require different manners of behavior that correspond to national traditions).
• Negotiation techniques using the telephone.
• Rules for online conversation.
• Verbal rules of communication - the way of constructing sentences, using certain words, regulating intonation, etc.

The concept of business etiquette includes all norms and groups of behavior in the office.

Functions

It may seem that the existing rules of communication that should be followed in society are also suitable for business. In order to decide on this issue and dispel doubts about the need for knowledge in the field of work etiquette, let us first consider its functions.

Business etiquette is one of the main aspects of professional activity. Often, a large part of the success of a deal lies in the ability to make the right impression on a person.

Statistics show that due to ignorance of the basics of this area, almost 70% of transactions beneficial to domestic businessmen did not take place.

Recognizing the enormous importance of correct behavior in business, the Japanese spend billions of dollars a year. This is not to say that this investment is pointless: the success of the company and transactions depends on the employee’s ability to interact in the business field and invest effort in the overall company.

Unfortunately, a great many domestic entrepreneurs in Russia are not so familiar with professional etiquette. This is not due to the individual’s reluctance to learn new things, but due to ignorance of the importance of rules of behavior. It is worth noting that meetings between domestic and foreign entrepreneurs often take place. To successfully draw up transactions in such circumstances, it is necessary to know the intricacies of interaction with foreign citizens.

Modern etiquette is almost the same in many countries, although their cultures are different. When forming these rules, all components of the national culture are taken into account.

Basic Rules

Here are some rules that will serve as the foundation for building relationships with colleagues and superiors at work:

• The Golden Rule of Ethics: “Do unto others as you would have them do unto you.”. In truth, this is the main rule of communication in all areas of life. A person subconsciously perceives your mood based on verbal and non-verbal signs. Consequently, he feels both positive and negative attitudes directed towards him. If you greet a person with a warm smile, he will most likely return the same. The same rule applies to a casual gesture or a cold greeting.
• Your clothes shouldn't attract too much attention. Everyone wants to be beautiful, but in some situations, an abundance of accessories, a revealing neckline or an overly bright suit can work against you. The other person will not be able to focus on the essence of the conversation or simply take you seriously. The understated style is best suited for a business setting.

• Punctuality is the main rule of successful work. Don't be late or put off work for a long time. The ability to do everything on time demonstrates a serious attitude towards work and earns respect from colleagues and superiors. A punctual employee has a better chance of getting promoted and remaining in good standing with his superiors.
• Always watch your speech. You must express yourself clearly and competently. The ability to speak beautifully has been valued at a high level since ancient times. The notes and notes you write should be informed and uncluttered.

Do not use obscene or slang expressions under any circumstances! In this case, you will not show yourself in the most positive light.

• Subordination is mandatory. You cannot mix personal and professional relationships, otherwise this will lead to disastrous consequences for both the first and the second relationships.
• This rule is related to the previous one: don't talk too much about yourself. You always need to be able to keep your distance from a person. Otherwise, there will be insubordination with colleagues or superiors, or even an abundance of rumors arising from your own stories.

Subtleties of conversation

Business correspondence

Real time conversation

The most important rule is to show respect for your interlocutor. It is necessary to limit all topics that can take the conversation out of a positive direction. Discussing strangers, focusing on their appearance, marital status, rumors or illnesses is completely unacceptable. In this case, you may be suspected of slander, which will cause the interlocutor to have negative feelings towards you.

Attacks, even minor ones, towards the interlocutor are the most unsuccessful step for building a business relationship.

Speak calmly, try to avoid expressive gestures and topics that could turn your conversation into an active discussion. If you sense that a controversial topic is about to arise, try to politely and unobtrusively change the topic of conversation. If you want to object to your interlocutor, you need to do this in a calm, even tone.

There is a type of people who, due to their temper, immediately nullify all their opponent’s arguments and rush to convince him otherwise, without even allowing the interlocutor to speak out fully. This is a grave mistake. Don’t try to hammer your point of view into your opponent’s head, just express it calmly and fully, and then there is a high probability that he will support you. But you shouldn’t do the opposite: hastily agree with everything a person says, as this is no less annoying than constant disagreement.

Know how to pause in communication, focus all your attention on the interlocutor. Listen carefully to what he says, you can react with quiet interjections or nodding your head. In this case, the speaker will be pleased to communicate with you, contact will already be established.

Your voice should not be too loud or quiet, it is unacceptable to raise it at your interlocutor, or speak in a threatening or mocking tone. It is advisable not to delay the interlocutor for more than 10 minutes, otherwise the conversation may bore the person. Change your interlocutors, expand your social circle - in this case, the correct time limit for the conversation will be observed.

If the conversation has dragged on, the topics for conversation have ended, and you anticipate an awkward pause, a good way to end the conversation is to intend to pour water, make an urgent phone call, etc.

Rules for communicating by phone

Talking on the phone is of great importance when conducting business conversations, as this means allows you to give orders, ask for something and conduct a business conversation. Telephone conversations are especially useful in cases where the interlocutor is far away. A telephone conversation determines how willing a person is to deal with you in real time, so this part of etiquette should be taken seriously.

A special feature of telephone conversations is the obligatory ability to briefly and clearly present the main idea and receive an answer. At the same time, the less time you take away from the subscriber, the better. For example, an employee of a Japanese company is obliged to resolve all issues that arise over the phone within three minutes, otherwise he will simply be left without work.

If you monologue for too long and take up a lot of the person's time, you will likely become annoying and develop a reputation as a chatterbox.

The foundation for successful telephone conversations is tact, goodwill (this applies not only to words and expressions, but also to your tone), and the desire to quickly help your interlocutor with his problem. It is important to establish mutual trust, which is based primarily on your positive attitude.

The speaker's true mood is always noticeable, no matter how hard he tries to hide it.

There is no need to talk slowly and quietly. Moderate expression plays a big role in this case. The ability to interest the interlocutor and rivet his attention to the object of the conversation depends on it. You need to speak convincingly and with full confidence in your knowledge and competence.

Don't neglect the importance of intonation: psychologists say that a person perceives almost half of the information through the intonation of the interlocutor. Speak calmly and evenly, do not try to interrupt your interlocutor.

If you have negative emotions towards the speaker, do not show your true attitude and adhere to goodwill and politeness in any case.

If the other person is in a bad mood and tries to take it out on you by making unfounded accusations and starting an argument, do not answer him in kind. Partially agree with his opinion and try to understand his motives. Try to avoid highly professional expressions that can lead your interlocutor to a dead end: state everything as clearly and clearly as possible, but in a businesslike tone.

Talking on the phone can be complicated by the fact that listening to city names, complex names and terms can be difficult. Pronounce long words slowly and syllable by syllable; if the subscriber writes down the address during a conversation, then you can dictate it letter by letter - this obviously will not harm anyone.

Here is a small list of phrases that you may need when communicating on the phone.

Requests:

• “Excuse me, could you call us a little later? »
• “Please repeat again if you don’t mind.”

Apologies:

• “I apologize for the late call.”
• “I apologize for the forced long conversation.”

Gratitude:

• “Thank you for your advice, we will definitely take your suggestions into account.”
• “Thank you for giving us your attention.”

Wishes:

• "All the best".
• "Have a nice evening".

Answers to any requests:

• “Of course we will help you.”
• "Yes please".

Replies to apologies:

• “No need to apologize, everything is fine.”
• "Do not worry".

Responses to gratitude:

• “It was my pleasure to do you a favor.”
• “Well, that’s my job.”

Mistakes you can make when talking on the phone:

• If you doubt that the subscriber you need is in touch, it’s better to clarify: “Excuse me, is this number 536-27-679? “There is no need to ask: “Did I get there? " "Who are you? “If you have dialed a caller and urgently need to take a break from the call, tell him that you will call back in a couple of minutes. Don't keep the person on the line waiting.
• Try to dial exactly the verified number. Don't ask a question like, “What are you doing on Friday night? “This is not a very correct construction of the question, which will force the subscriber to state his personal affairs or admit that he is not busy with anything. It is better to clarify whether meeting him at this particular time will not be difficult.

It is incorrect to say “yes” or “hello” at the beginning of a conversation. It’s better to politely say hello and say the name of the company.

• You need to call at the right time. Night or lunchtime will definitely make it difficult for your interlocutor. Before starting telephone conversations, make a short conversation plan so that the conversation does not get out of hand. Don't have parallel dialogues.
• Avoid long monologues and remember to listen to your interlocutor. Questions like “Who am I talking to? " "What would you like? “sound extremely rude and turn a business conversation into a classic interrogation.

International etiquette

The peculiarities of negotiating with foreigners lie not only in the difference in customs, but also in national character traits. For example, Americans and Italians can freely speak in a raised voice, while the British try to have a calm conversation. Latino interlocutors have a habit of being close to each other while exchanging information, while for other nationalities it is important to maintain distance.

Greetings are different in every country. In some countries, shaking hands with women is inappropriate, so the logical thing to do is wait for the woman to extend her hand to you. The handshake should not be too strong. In Latin America people usually greet with hugs; in Asian countries they often bow. In France and Mediterranean countries, people often greet with a kiss on the cheek.

Most often, the main task in the exchange of information is the correct interpretation of sentences by the translator. You should avoid using ambiguous phrases and speak slowly and clearly. Do not provide quotes from poems, phraseological units and similar expressions - they will be difficult to translate, since translating such expressions takes a lot of time.

There is a constant process of communication between people in social and business environments. Knowledge of the rules and norms of business etiquette helps to establish the necessary connections and increase the level of loyalty of a client or colleague towards oneself. One of the significant elements of the culture of business communication is the decent behavior of people, their moral values, manifestations of conscience and morality. The success of an enterprise largely depends on the microclimate in the team. If employees perform their duties competently and clearly, and most importantly harmoniously, then the company develops and grows.

Etiquette is norms (laws) about manners, features of appropriate behavior of people in society.

Business etiquette is a system of principles and rules for professional, official communication / behavior of people in the business sphere.

Compliance with the rules of etiquette is necessary for all self-respecting people, but it is especially useful for those who strive to build a career (business). In business interactions, factors such as reputation, information and connections are of great importance. The more information, the more competently you can build communication.

The fundamental rules of business etiquette include:

1. Timely completion of duties, punctuality. In a business environment, being late is not tolerated. It is also unethical to make your opponent wait during negotiations.
2. Non-disclosure of confidential information, compliance with corporate secrets.
3. Respect and listening skills. A friendly and respectful attitude, the ability to listen to the interlocutor without interrupting, help to establish contact and resolve many business issues.
4. Dignity and attention. and one’s knowledge/strength should not turn into excessive self-confidence. It is necessary to calmly accept criticism or advice from others. You should be considerate towards clients, co-workers, management or subordinates. Provide assistance and support as needed.
5. Correct appearance.
6. Ability to speak and write correctly.

An important indicator of business culture is order in the work area. It indicates the employee’s neatness and diligence, his ability to organize his workplace and work day.

In the culture of business communication, attention should be paid to nonverbal (wordless) manifestations of etiquette. Don't turn away from your interlocutor. When explaining, you don’t need to gesticulate or grimace too much.

According to the rules of business etiquette, the person occupying a dominant position enters the workroom first, followed by all the others, according to the ladder of the business hierarchy. Business order corresponds to the following division:

1. Status.
2. Age.
3. Gender differences.

The man must accompany the woman to her left. This rule is due to the fact that in the old days, a gentleman, being to the left of a lady, occupied a more dangerous place when driving along the road. Carts with horses moved at the same time as passers-by, since in those days there were no sidewalks.

In business relations between and a subordinate, subordination must be observed. It is customary to point out an employee’s mistakes in person, not in the presence of the team.

Business correspondence

Business correspondence is a system of requirements (standards) that must be adhered to in order to correctly and competently draw up a document. First of all, you need to decide on the type and urgency of delivery of the letter. And also with the degree of accessibility of the document for the recipient, whether it will be one letter or several, with clarifications / lists / suggestions. The letter must be written correctly in terms of spelling and style.

The format of the document must comply with existing templates, depending on the type of letter (for example, cover letter). When drawing up a document, you must be guided by the standards for document preparation requirements [GOST R 6.30-2003].

A business letter must include the name of the company that acts as the sender; date of dispatch and recipient's address. It is also necessary to indicate the initials, position of the recipient or the department to which the letter was sent. The main part of the letter consists of an introduction/address, a topic and a brief description of the purpose of the document, followed by the text and conclusion. At the end of the document, the sender's signature is placed, and attachments or copies, if any, are indicated.

• document type;
• subject;
• summary.

This is necessary to avoid a situation where an incoming message ends up in the spam folder, and the recipient can delete the letter without reading it.

The letter should be simple and understandable, without an excessive amount of professional terms. In business correspondence, the use of slang expressions and phrases with double meaning is not allowed.

If the letter has an international focus, it must be written in the recipient’s language or in English. The response to the letter must be provided:

• by mail - no later than ten days;
• when negotiating via the Internet - from 24 to 48 hours.

Business correspondence must be carefully prepared and rechecked several times before sending. An incorrectly written letter with spelling errors can harm the company’s reputation, since a business document is the business card of the company.

Business rhetoric

Rhetoric in the business world is the art of eloquence, the ability to effectively and convincingly convey ideas to listeners. Diction, correctly delivered speech, and intonation are important here. A significant aspect is the ability to present not only information, but also oneself. In business rhetoric, the principles of speech influence are used:

• availability;
• associativity;
• expressiveness;
• intensity.

Rules of business communication

A significant condition for business communications is the culture of speech, which is manifested in literacy, correctly selected intonation, vocabulary and manner of speaking.

A necessary condition for communication in business circles is respect, goodwill and the ability to hear the interlocutor. In order to show that you take the speaker's words seriously, you can use the technique of "active listening" by selectively repeating the spoken statements or paraphrasing them slightly.

The stages of business communication have the following division:

• Preparation for discussion of issues (business meeting). It is necessary to draw up a negotiation plan, a concept for conducting a conversation, arguments and counterarguments, study the opponent’s point of view on various issues, and prepare proposals for solving the problem.
• Introductory part (greeting, address), establishing communication between partners of a business conversation. It is important to start the communication correctly, respectfully, to create an easy, trusting environment; it is also necessary to interest the interlocutor, to arouse interest in the problem and the discussion as a whole.
• Statement of the essence of the issue, argumentation, presentation of arguments and counter-argumentation. Discussion of the problem, search for ways to resolve controversial issues.
• Establishing the optimal solution and formalizing the agreement.
• The final part (address, words of farewell/parting words).

Rules for business communication by phone

When communicating on the phone in business, the principles provided for by the general rules of business communication and rhetoric apply. Speech must be literate, the intonation must be friendly, the information must be presented to the point, without introductory words or long pauses.

The incoming call signal must be answered no later than after the third ring of the telephone. The next step is a greeting (the phrases “hello” and “listening” are not allowed). You need to say hello, then say the name of the organization and introduce yourself. Next, clarify the reason for the call, clarify the opponent’s questions and politely say goodbye. If you need to make an outgoing call, the rules for conducting a telephone conversation are the same as in the first case. The only exception is the need to ask the called party whether he is comfortable talking and whether he can devote his time to you. You should be interested immediately after the welcoming speech.

If the caller asks for an employee who is currently absent from the workplace, the person answering the call should offer their assistance; if they refuse, they should ask what needs to be conveyed to the absent employee.

Business style clothing

Compliance with generally accepted norms and rules in organizing your appearance is a mandatory aspect of the rules of business etiquette. Some large companies have a corporate dress code. You need to choose clothes in a classic style; too revealing, bright things, or with elements of torn fabric are not allowed. The appearance must be neat and tidy. Attention should be paid not only to the correct selection of clothes, but also to appearance in general (the condition of nails, hairstyles, shoes, makeup for women).

Attracts more and more attention day by day. Problems of psychological relationships between employees negatively affect the company's activities. Recognized forms of communication help smooth out conflicts and resolve issues quickly and efficiently. Business etiquette sets the rules corporate relations between partners, employees of the enterprise and contractors.

• Content:

Modern requirements have evolved over many centuries; they have been shaped by many generations. The most rational time-tested tools have survived to this day. These foundations are almost universal, although each country has its own characteristics. Rules of business etiquette They underlie norms of behavior in a work environment, at official meetings, and in diplomatic relations.

Etiquette is usually called the rules of behavior and norms of relationships between people that take place in all social communities. In the field of business this is a certain behavior order person at . The main difference from the traditional concept is that the main role here is played by status and position, and not by the usual age and gender of the interlocutors.

Business Conduct- this is a set of actions of an individual related to the expression of his professional interests. It manifests itself in interaction with colleagues and partners through negotiations, contributing to the manifestation of personal competence and achievement of success.

A good manager or responsible employee must be confident in business etiquette skills. He adheres to the idea that the role of first impression is very important, since there may not be a second chance. Knowledge in this area allows you to avoid unwanted situations and personal mistakes.

Different countries have their own national etiquette features. In Germany, they are meticulous about every little thing. In Japan, greetings always begin with a bow, but direct contact is not recognized. The Swedes have become famous for their Lutheran ethics in business relations. For the British, caste is important. Despite different traditions and mentality, business etiquette still has a number of features that are typical for all countries.

Rules of business etiquette

List of universal rules
1	Time management
2	Appearance
3	Order in the workplace
4
5	Attitude towards others
6	Full dedication to your work
7	Compliance with trade secrets

A kind of pass to being surrounded by respectable people is to master the key rules of business etiquette. The acquisition of these skills occurs through the practical application of knowledge. Even without such experience, it is important to strive to gain it in all available ways. And we need to start not on Monday, but immediately.

At any point in time, you can start managing your time, putting things in order around you, and planning a new wardrobe. Make an appointment or visit an exhibition, go to a seminar, find an opportunity to give a talk. This way you will get your first experience and hear valuable advice. You will see that “respectable” people are most often attentive and polite interlocutors. All this will help you gain confidence in your abilities to move on.

Managing your time and respecting others'

Business people need ownership. Skillful management of personal time, planning the work day, and setting priorities are the foundation for running a business and a happy family life. Your own punctuality is also respect for other people's time.

Businesslike and neat appearance

A self-respecting specialist should have an appropriate appearance. Clothing, hairstyle, accessories make up and are important for forming the first impression. Sometimes you don’t even need to make a speech to do this. By appearance one can judge the status and position of a person, his character and taste.

Order in the workplace

A workspace can tell a lot about its owner. If everything on the table is laid out in its place and there is nothing superfluous, then a person has an appropriate way of thinking, order in his head and affairs. This is a kind of mirror of the inner world and a good signal to others.

Competent speech is a structured presentation of thoughts to the point and without “water”. In a personal conversation, during a speech, in a telephone conversation or correspondence. People who own it have always achieved greater success than others. Some people get this gift from nature, while others need to put a lot of effort and patience into mastering it.

Attitude towards others

In the business world, personal egoism is not welcome. In relation to others, the level of proficiency in etiquette skills is demonstrated. You must be able to listen to your interlocutor, respect other people’s opinions and be ready to offer help at any time. A significant portion of personal success lies in the area of ​​communication with other people. Attention and respect greatly simplify the communication process.

Full dedication to your work

A true professional must not only create an important appearance and look serious. He is obliged to treat his work responsibly and with full dedication, constantly improve personal effectiveness, and fulfill his obligations with high quality. You have to do a good job, even when no one sees it.

Compliance with trade secrets

A river containing confidential information should not flow beyond the company's threshold. The sign of a good company is a loyal and dedicated staff. If the best conditions for work are created, and the staff feels attention and receives decent remuneration for their work, then there is no need for strict monitoring of compliance trade secret enterprises. Whether you are an executive or an ordinary employee, the ability to keep company secrets is one of the most valuable business etiquette skills.

Everyone needs business etiquette

Even if you do not plan to become a successful and wealthy person, knowledge of the described rules will help to significantly improve your well-being and position in society. - these are tools honed over centuries that have always helped people achieve their goals. They make the process of achieving results easier, helping to increase self-confidence.

2.Speech etiquette.

3. Basic etiquette standards in business communication.

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

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

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

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

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

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

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

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

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

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

General requirements for formal clothing.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Greetings:

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

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

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

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

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

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

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

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

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

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

Meeting and introduction:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Rules for using compliments.

Compliments must be given.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Etiquette standards when conducting negotiations and organizing receptions.

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

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

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

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

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

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

How the guests sit

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

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

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

Where do the guests sit?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Reception type "jour fix"

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The host of the reception makes the first official toast, and the main guest makes a return toast. The rest of those present refrain from making any public appearances at the receptions.

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

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

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

The response toast reads:

1) gratitude for the hospitality;

2) anything on the substance of the meeting;

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

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

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

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

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

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

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

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

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

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

Social etiquette	Office etiquette
A man opens the door, letting a woman pass first.	The door is opened by the one who is closest to it.
At the elevator doors, like at any other unfamiliar door (cafe, restaurant, front door), a man is always the first to enter.	The person closest to the door enters or exits the elevator doors.
A man always rises to greet a woman or an older person.	A man and woman always rise from their chair to greet a client or visitor, regardless of gender.
The man always says hello first. The woman always gives her hand first.	Both men and women shake hands when they meet, depending on the situation. There are no strict rules in the service that dictate who should shake hands first (it all depends on the situation).
BB cafes and restaurants are always paid by the man.	No matter who invited to lunch, a man or a woman, the inviter always pays (the one who is older in age or social status can pay on his own initiative.

Some etiquette requirements for business correspondence.

1. General rules.

2. Types of business letters.

3. Business card.

4. Summary.

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

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

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

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

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

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

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

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

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

Appeal indicates the official and honorary title of the addressee.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Types of business letters:

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

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

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

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

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

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

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

Option2. The letter is a congratulation.

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

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

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

Business card.

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

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

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

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

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

p. c.– expression of condolences;

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

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

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

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

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

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

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

Summary

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

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

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

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

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

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

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

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

Knowledge of foreign languages, computer skills

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

Indication of the possibility of providing recommendations.

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

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

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

New etiquette requirements: telephone, cellular communications. Internet.

Features of telephone etiquette.

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

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

General rules for telephone conversations:

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

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

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

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

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

6. Always call back when your call is expected.

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

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

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

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

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

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

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

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

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

Basic rules of business telephone etiquette:

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

You need to call

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

say hello;

introduce yourself;

briefly state the essence of the issue;

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

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

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

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

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

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

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

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

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

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

When they call you

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

name the company or institution you represent;

say hello;

for presentation - presentation;

to the question - a correct, polite answer.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

You need to speak clearly and actively.

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

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

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

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

The art of talking on a mobile phone:

This invention brought with it its own etiquette.

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

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

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

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

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

Topic 11. Behavioral resources for increasing the efficiency of organizational management

Business behavior is understood as the implementation by employees of the goals that their immediate supervisor sets for them, giving them responsibility for timely and high-quality implementation. The behavior of workers becomes business-like precisely because professional activity gives rise to relationships of responsible dependence and mutual demands. The behavior of an organization’s employees is, on the one hand, individual, when everyone is responsible for performing their work, and on the other, coupled, when everyone correlates the tasks of their area with the general scope of work, realizing their contribution to the overall cumulative result. In one way or another, business behavior reveals the degree of awareness of personal interests correlated with the interests of other employees and managers of the company. The optimal manifestation of collective behavior occurs when the employee is included in the associated production process as a responsible performer and when he is involved in creative business cooperation as the subject of initiative proposals.

It is important to understand business behavior as the unity of professional activity and professional communication. Professional activity

is described by the formula “goal - means - result”, and professional communication by the formula “incentives - norms - assessments”. It is necessary to provide the employee with such incentives that could form certain norms of the organization's relationships, helping to evaluate this or that behavior both vertically (manager - employees) and horizontally (employee - employees). These formulas, translated into practice, are the two main organizational regulators of actions, providing various manifestations of collective behavior in the system of managerial interaction.

Firstly, business behavior is always more or less functionally defined: everyone knows what work he is required to perform in his position (job descriptions). This places on them a certain “instructional” responsibility, which is formed, as a rule, on a negative basis: the employee knows what awaits him in the event of failure to fulfill official duties. The instructions also define the rights of the employee, which are formulated in order to help him perform tasks better. However, as a rule, the administrative-command approach dominates here: the responsibility is great, but the rights are small. This reinforces performance and punishes initiative, so the employee’s responsibility and his rights must be balanced: more rights, not less. Then responsibility will arise for what he could have done, but did not do.

It is important to keep in mind that the functional certainty of the behavior of an employee of an organization largely depends on the organizational and regulatory efforts of the manager, who sets a certain system of managerial interaction with them on an official and semi-official basis. When delegating authority, he can change the amount of responsibility each time, but the subordinate must always know what he is responsible for and what rights, based on high self-discipline, business behavior (functional uncertainty, temporary “disruptions”, self-organizational “disorder”, unpredictability, motivational “distortions” ", scenario irreproducibility).

The behavior of organizational leaders depends, first of all, on what management situations they find themselves in and how they cope with them. The behavior of managers in such situations can be greatly blocked by disorganizing factors that “steal” both his working time and the time of his employees. In such a situation, organizational order and clarity of team work become difficult to achieve.

The resolution of certain situations in the managerial activities of the head of an organization provokes, as a rule, a state of mental tension of the individual. If the manager or employees are overloaded with tasks and there is not enough time to complete them, then a typical stressful situation arises. The formula for stress is: “activity - overexertion - negative emotions.” Psychologically, this manifests itself in overstrain of the system of internal self-regulation of individual behavior, which works “under high voltage.” Stress at work arises as a result of increased demands on the individual (time limit, expansion of the scope of work, introduction of innovations, etc.), but it manifests itself depending on how psychophysiologically and morally the individual is resistant to overload and how long he can withstand them. Everyone has an individual stress limit. Some people can withstand heavy overloads for a long time, adapting to stress, others cannot, since even a small additional load can unsettle them. At the same time, there are people who are stimulated by stress; they can work with full dedication precisely under stress. These three positions can be defined as follows: “ox stress” - for those who adapt to it; “rabbit stress” - who avoids it; “stress of the lion” ~ who is mobilized by such situations (Fig. 2.5.).