What are the rules of business communication. Business ethics: concepts and principles. Business communication rules

Many perceive etiquette as something archaic, believing that behind it there are far-fetched rules and ceremonies that only complicate life - we already know that we don't have to wipe our hands on the tablecloth. But, alas, basic knowledge is not enough - especially for people who are building a career, planning to promote themselves and their business. Here are 10 rules of business etiquette.

1. Greetings: who greets first?

If in modern secular etiquette, gender issues are more important than subordination, then in business etiquette the opposite is true: here communication is conducted between professionals, and not between men and women. The first to greet is the one who is lower in official position - for example, a middle-aged woman accountant should be the first to greet a young male boss.

If there are other people in the office of the person you came to, limit yourself to a general bow and greeting. Then, shake hands with whoever invited you. It would seem that everything is simple and logical, but etiquette is a delicate and sometimes difficult matter.

2. Correct handshake

If you walk up to a group of people and shake hands with one person, you need to shake hands with the rest. Advice from Igor Mann: “It is very important to be able to shake hands correctly: not for long enough (one or two strokes); moderately weak; if you want to demonstrate superiority, hold your palm when shaking hands from above; show respect for the interlocutor (for example, for a lady) - your palm should be under the palm of the interlocutor. And, by default, the palm should be dry and clean. "

Do not smoke during the handshake. Throw away the cigarette, then shake hands. If this is not possible, apologize for the fact that you are with a cigarette. Never reach out with your left hand to shake hands. Even if you are left-handed, use your right hand. They don’t shake hands in the washroom.

3 . Get ready forsmalltalk

Business communication often involves elements of informal conversation. The ability to conduct so-called small talk (light, casual conversation on an abstract, but exciting topic) is a very useful skill.

Good topics for conversation: sports, cars (for men), children (for women), hobbies, gourmet cuisine and pets, art and literature, interesting events and scientific discoveries, travel and attractions, local landscapes, nature and weather, attractions.

Forbidden topics for conversation: Diseases, problems, conflicts, income, high prices, debts, politics and religion, personal life of interlocutors or other people, age, position and nationality, "sore subject" of the interlocutor.

4. How to introduce yourself?

When introducing people of equal status, imagine the one with whom you know better, the one with whom you know less. A man is introduced to a woman, younger in age or in official position - older. When a person is introduced to you, focus on remembering their name — call them by name more often during the conversation.

It happens, of course, that new names fly out of memory. The most reasonable thing in such a situation is to honestly admit that you are forgetful and, without losing your sense of tact and sense of humor, ask the interlocutor to recall his name.

5. Goodbye etiquette

When leaving strangers, it is not necessary to personally say goodbye to everyone. And if you leave a crowded reception before the rest of the guests, say goodbye only to the hosts of the meeting. Otherwise, your departure may serve as a signal for the party participants that it is time for everyone to go home.

6. "Negotiation" etiquette

Both the protocol and the content should be carefully prepared. You should invite partners to negotiations at least two weeks in advance, so that they can also get ready - this will save time and create conditions for effective communication.

As for the composition of the delegation, there must be parity in the negotiations, that is, an equal number of participants from both sides and the correspondence of the positions of representatives with each. Only those employees are invited to the meeting, whose presence is really necessary. The venue of the negotiations is proposed by the inviting party, but the invitee has the right to both accept and reject it.

7. How to meet foreign guests?

Guests at the airport must be met by the head of the delegation of the appropriate rank. He usually arrives accompanied by two or three people. The head of the host country is introduced first. He then introduces the spouse, then the staff (in descending order of rank). When escorting the delegation to the hotel, part with the guests not on the street, but in the lobby. You can also arrange a protocol visit there.

There is an unspoken rule (not categorical, but desirable) - if a guest arrives with his spouse, then the host leader arrives at the first meeting accompanied by his spouse.

8. Ability to listen to the interlocutor

Bernard Baruch, an American businessman and statesman, said: "Those successful people with whom I know listen more than talk." Dale Carnegie went even further, arguing that "The secret to influencing people is not speaking, but being a good listener."

Advice from Igor Mann: “Remember that different people have different rates of speech. Women tend to speak faster (there is even a joke: "Women speak twice as fast as men listen"). Adjust your conversation to the pace of the interlocutor's speech - and you will make a more favorable impression. "

9. Telephone courtesy

Even if you are in a bad mood, do not let this be understood, smile, and your tone of voice will take on a cheerful color. Do not forget about the three pillars of a business telephone conversation - brevity, clarity, clarity. Do not forget to introduce yourself by giving your first and last name. Then tell them the purpose of the call. It is impolite to wait more than 6 rings - it is better to hang up after the fifth ring. The person who started the conversation ends the conversation.

If the connection is interrupted, the caller calls back. It is best to answer after the second or third call - if you pick up the phone immediately, the caller may not have time to concentrate.

10. Business person dress code

The leader should be an example for employees. He has the right to require them to comply with the dress code. Strictly and elegantly dressed employees are always a plus for the company's reputation. Your look should give the impression of natural grooming with a barely acceptable touch of negligence, sophisticated in itself.

A business person should have at least two or three suits. The shirt should fit you well and have quality cuffs and collar. The pants should reach to the heel of your boots when you are standing, and in front form one soft fold above the instep. A businessman can only wear one ring - an engagement ring. The cost of the watch should not exceed two (maximum three) monthly salaries.

And remember:

In the modern world, business etiquette has long been considered an economic category. If all employees adhere to high standards of behavior, then a positive atmosphere will be created in the team, accordingly, there will be fewer conflicts and the performance of employees will improve. What are these rules and is it worth learning them?

Business etiquette is ...

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

Functions

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

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

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

History

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

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

1. The ability to influence the emotions and activities of others.
2. Fast response to changes in various factors.
3. Changes with the person.

For what situations are there rules of business etiquette?

Business communication standards apply in the following situations:

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

For each of these situations, there are norms and rules of decency that must be adhered to so as not to fall face down in the dirt. Therefore, it is worth considering each of them separately.

Business meeting

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

1. Arrival. Naturally, in no case should you be late for a meeting. Firstly, this is a violation of the protocol, and secondly, such behavior will be perceived as disrespectful. If the delay is inevitable, then you have to apologize to the host. In the business world, there is such a thing as a "business niche", that is, a latecomer will wait 15 minutes, if he does not appear during this time, then the host has every right to cancel the meeting.
2. A place. The main place in business etiquette is the meeting place, since it must fully correspond to the event. In movies and TV shows, you can often see that business negotiations take place in restaurants or saunas, but this is not exactly the place where serious issues can be resolved. Important business negotiations should be conducted in a neutral office or room. When it comes to a restaurant, you can choose to host a business lunch to maintain partnerships, talk about your hobbies, or celebrate a successful deal, but not for other occasions.
3. A meeting. According to the peculiarities of business etiquette, the host party must be in full force in the meeting room. The business partner, who himself does not take part in the negotiations, is responsible for meeting the guests and accompanying them to the place.
4. Beginning of negotiations. The CEO of the host country should be fully responsible for initiating negotiations and for ensuring that there are no long pauses in the conversation. If the silence lasts too long, those present may regard it as a signal to end the meeting. Also, you do not need to go straight to the main topic, you cannot ask head-on: "So are you taking a cow or not?" According to the rules of good form, you first need to talk about other, neutral things. Also, do not bring up topics that can cause controversy, for example, politics, religion, sports. They are always banned in the business world.
5. Duration. In Russia, Western standards do not work at all: negotiations may last for several hours, but the parties will never make any decision. The culture of business etiquette says that the event should last 40 minutes, maximum an hour and a half, but in this case, you definitely need to take a break.
6. Completion. When the event comes to an end, it is a good idea to defuse the situation. For example, the CEO may propose to continue negotiations, but, as they say, without jackets. Agreements of negotiations, regardless of the form in which they are agreed (oral or written), must be observed.

Business correspondence

A business letter is the first contact by which they will judge the person who wrote, as well as the entire company as a whole. A beautiful and correct writing style makes it possible to understand not only business qualities, but also a person's personality, therefore it is extremely important to establish oneself as a professional and specialist.

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

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

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

Telephone etiquette

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

• You should always greet the person who is calling. It is worth not forgetting about the greeting even when the person himself makes the call.
• Pay attention to intonation. The interlocutor should hear that he is welcome.
• You cannot say the phrases "disturb you" or "disturb you".
• After the greeting, you need to introduce yourself.
• When talking with a specific person, you first need to find out if he has time for a dialogue.
• You need to answer no later than three calls.
• If the caller wants to talk to one of the employees, there is no need to hang up, it is necessary to hold the conversation and transfer the call to the person with whom the caller wants to talk.
• When talking with a new interlocutor, you need to adjust to the speed of his speech.
• During a telephone conversation, do not smoke, drink or chew anything.
• Finishing the conversation, you need to check with the interlocutor if he still has any questions, and only then say goodbye.

Mobile phones

It should be noted that the rules of business communication etiquette have extended to cell phones, which have long become an integral part of our life.

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

When the phone rings and the person is not alone, he can answer, but talk for a maximum of half a minute. A telephone conversation must not interfere with a private meeting. Only if a very important call is expected, the person should warn those present in advance and apologize to them.

Business conversation

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

Typically, participants in a business are affected by two types of social norms:

1. Formal. Regulated rules that are described in special documents.
2. Informal. This is the demeanor that is gradually taking shape in the work collective. It can affect external factors and working conditions.

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

Principles

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

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

• Convenience. All participants in a business relationship must have the facility for personal convenience. Simply put, a business person should not be ashamed of the fact that he negotiates in a convenient way.
• Feasibility. Any undertaking should pursue a specific goal, and not be an ephemeral short-term request.
• Conservatism. This quality has always been associated with something stable and reliable. Even today in the business world, stability and fundamentality are considered important features.
• Ease. Business etiquette should not cause stress, and no one should exert psychological pressure during communication.
• Relevance. A business person always does everything when needed. He takes into account the time and place and knows exactly how to behave in a given situation.

Business etiquette is the rules without which it is impossible to reach certain heights in business. Even despite the instability in the economy and politics, the rules of good manners will always be held in high esteem.

Business etiquette is the thing that a true professional cannot do without. After all, even if you are an excellent specialist in your field, but at the same time regularly present yourself in a bad light, communicating with colleagues, bosses or clients, then you are unlikely to be able to achieve great success in your career. We bring to your attention the rules of business etiquette that you should adhere to.

Get up when introduced to someone

Standing up from your seat, you will enhance the effect of your presence. If, during the meeting, you remain to sit still, then it will be easier to ignore you. If you are caught off guard and cannot get up right away, just bend over slightly and lean forward, indicating that you would definitely stand up if you could.

Always state your full name

In a business setting, you should always use your full name. However, you should also pay attention to whether it is easy for people to remember and pronounce it. So, if your name is too long and complex, then do not forget to hand the interlocutor and your business card so that he can perceive it in the written form.

A representative of a higher rank or the owner should always initiate the handshake

In today's business world, shaking hands is a formal greeting regardless of gender. The first to shake hands, according to etiquette, should be a person in a higher position or a representative of the receiving party. If, for some reason, he hesitated, then, without wasting time, stretch out your hand for greeting yourself. After all, be that as it may, the handshake should take place.

Dress appropriately

Clothing is an important form of non-verbal communication. It can both improve your professional reputation and worsen it. Therefore, when going to a meeting or event, be sure to find out what the dress code is supposed to be and dress accordingly.

Say "thank you" no more than one or two times during the conversation

Do not overuse gratitude in a business conversation. Otherwise, your interlocutor may begin to perceive you as helpless and in need of constant support.

Send separate thank you letters to all negotiators

Remember that after a job negotiation or interview, you must send a message within 24 hours to everyone you would like to thank. In today's world, this is most often done via email.

Don't reach your phone

We all carry mobile phones with us everywhere. However, you shouldn't take your phone out of your pocket or bag during a business meeting. Of course, you may think that you will be able to quietly reply to an email or type a message, but from the outside it will look rude. Also, don't put your phone on the table during a meeting. After all, this way you will demonstrate to the interlocutor that you are ready to switch your attention from him to your mobile phone at any time.

Use professional photos

Always post only high quality, professionally executed photos on business websites. After all, you should look like a reliable and trustworthy business person, and not like a carefree person who has just returned from a beach or a party.

Use a professional email address

If you work for a company, then use the corporate address. But if you need to give a personal email address, then make sure that it looks correct. So, it must contain your name. Do not use nicknames under any circumstances.

Always, when sending e-mail, check the correctness of the selected addressee

This simple action will never be superfluous. After all, it is not difficult to confuse the addressee, but the consequences of an error can be very serious.

Follow Business Correspondence Guidelines When Sending Emails

Do not use colloquial expressions like "Hi guys!" or "Hello people!" Even if you are intimately familiar with the addressee, remember that other people can see your correspondence. Therefore, it should be kept in a business tone.

If you forget someone's name, then admit it.

Everyone can forget the name of their interlocutor. If this happens to you, just admit it politely.

Greet people at work

When you come to the office, always greet both those you know and those you do not know. After a few minutes, you may find that a stranger will be sitting next to you in a meeting or meeting.

Keep your fingers together when pointing at something

Do not point your index finger at someone or something. It is best to do this with an open palm, keeping your fingers together.

Don't be late

Always be on time for meetings. You don't want to waste other people's time. Moreover, non-punctuality is seen as a sign of unprofessionalism. However, it may happen that the situation gets out of your control, and you still cannot appear on time. In this case, immediately send the interested parties a notice of your planned arrival time, apologize and briefly explain the situation.

Do not pull up a chair for partners and colleagues

It's okay to hold the door open for someone. However, regardless of gender, you should not pull up a chair for your colleagues, partners or clients.

Always break bread with your hands

During a business lunch or dinner, never use a knife to cut bread. You should refract it with your hands.

Don't order too expensive

During a business lunch, do not order, for example, an expensive steak or lobster. In this case, it may seem that you are just trying to take advantage of the situation when the person who invited you to the restaurant will have to pay for you.

Do not forget about the rules of conduct at the table

If you do not often have to visit restaurants while dining with business partners, then in advance take an interest in the rules of table etiquette. This will allow you to make a pleasant impression on the interlocutor.

Order the same amount of food as the person you are talking to

If your partner orders appetizers and desserts, then you should follow suit. Otherwise, he may experience discomfort, waiting until you also eat, for example, the first and second courses.

Never ask the waiter to pack the leftover lunch with you

You come to a restaurant for business negotiations. Therefore, in no case ask to pack what is left with you.

The inviter must always pay the bill

If you invite someone to dinner, you are the only one who has to pay the bill. And this applies to both women and men. If your interlocutor insists on the opportunity to pay for lunch himself, then you can tell him not to worry, because the costs are covered by the company, or something like that.

Stay sober

Many deals were thwarted and many careers ruined due to the fact that people during business negotiations abused alcohol and, as a result, behaved inappropriately. Therefore, always stay sober during business events and informal communication with partners.

Prepare courteous care

When leaving the room, always say some suitable phrase. This will keep you in control of the situation and remain polite. So, for example, you might say, “Nice to meet you,” or “See you at a meeting on Monday,” and so on.

We form an opinion about a person by how he behaves. If a person knows business etiquette, is polite, helpful, understands without words what they want from him, we can assume that he is his own in the business environment and has every opportunity to earn money.

If you understand the language of etiquette, recognize non-verbal signals addressed to you and know how to respond to them, then you are in the game.

Good manners when entering an elevator can take you to the top of your career. And knowing who is the first to climb the office ladder can be a stepping stone to business success. Someone will argue that this is a trifle. But “perfection is made of little things, and perfection is not a little thing”!

The ideal place for a meeting is a meeting room where nothing distracts the attention of the meeting participants.

Your non-verbal behavior in negotiations should reflect interest in the outcome of the meeting and attention to the issues discussed, so you cannot:

• yawn or engage in other extraneous activities,
• draw in notes, keep cell phones on,
• play with a pen.

Mobile etiquette

The most important rule of mobile etiquette is dictated by common sense: we have the right to use a cell phone if we do not restrict the freedom of other people, do not infringe on their interests and do not violate their privacy (confidentiality).

You need to call a mobile phone on business issues during working hours, on weekdays it is considered the time interval from 9:00 to 21:00. mobile phone.

At work, you can only use it to solve business issues - you should not devote everyone to your personal affairs. It is also undesirable to talk on the phone.

On public transport, in a restaurant and in other places where strangers will be forced to witness your private conversations. if you get a call and there are other people next to you, leave the room and talk.

Voice mail

If you want to dictate a voice message, speak it clearly, indicating the personal details and details of your department. Keep your message short. Do not include multiple phone numbers and email addresses in your voicemail message, one is sufficient.

Speakerphone

Before switching the conversation to speakerphone, ask the other person's permission. Avoid answering a speakerphone call or checking voicemail on speakerphone — especially if you work in a large, crowded office rather than a private office. This will distract others.

How to seat guests at formal receptions

• The hostess is the first to sit down at the table and invites the guests to take their places.
• At the table, men alternate with women.
• Spouses or employees of the same firm do not sit next to each other.
• The men help the ladies in the neighborhood to sit down, then sit down themselves.
• The most honorable place at the men's reception is to the right of the owner. If the reception is with the participation of women, then to the right of the hostess. If the guest of honor is invited with his spouse, then the guest sits to the left of the host of the reception, and the guest to the right of the hostess - of course, if the hostess and the host are sitting side by side.
• At the end of the meal, the hostess leaves the table first, giving a signal to the rest of the guests.

Business etiquette around the world

The English take the instruction for action in the form of a polite request. Nevertheless, it is imperative to carry it out.

If you have a mess in your business papers, the Germans will draw the appropriate conclusions. It is strictly forbidden to violate the terms and scope of work stipulated in the contract. Every single point must be strictly followed.

Business negotiations in France, as a rule, begin no earlier than 11 am. It is better to conduct negotiations in French, since the reverent and even painful attitude of the French to their language and culture is not a myth at all.

Family and hobbies are of great importance in America. Therefore, in the office of an American, you will always see photographs of his relatives and items related to his hobbies. But this does not mean at all that you can talk about personal topics. Personal information (age, physical parameters, marital status, religious and political views) is available only to relatives and friends and is not subject to discussion.

Italians pay a lot of attention to the meal, so meetings are often made at the restaurant. If you refuse a treat, you risk losing partners. True, the agreements reached during the feast do not mean much. Final decisions are made later. Business conversations never start with business issues. It is customary to talk about life. Don't just ask questions about family and politics, and don't be disparaging about football.

The Confucian rule says that a man and a woman should not touch each other when giving or taking something. Therefore, avoid touching the woman. It is also not customary to open the door in front of her or give way.

A greeting in Japan is accompanied by a polite smile and a bow of at least 15 degrees. A 45 degree bow is more respectful. When the Japanese greet a very important person, the bow can be all 90 degrees.

The Japanese can shake hands with foreign partners. But if they bowed to you, answer with at least a small bow, folding your palms at face level. Avoid direct eye contact.

Arabs are free to deal with time. Arriving at the appointed hour, you may not find your Arab partner, but you will be well received and treated to coffee, which will be poured until you shake your cup as a sign that you no longer want to. Business decisions are usually made at the highest level and do not depend on those who negotiate. Therefore, sometimes the decision process is delayed for a long time. Patience and the ability to wait will help you do business in the east.

When meeting, when you are introduced or you introduce yourself, do not rush to shake hands. The one to whom you are introduced must be the first to do so. Remember: according to business etiquette, it is not customary to kiss a lady's hand at an official meeting (according to the rules of secular etiquette, only married women kiss the hand and only indoors).

Shaking hands with both hands is discouraged by business etiquette as it is meant to manifest a closer relationship with people. Moreover, people can perceive such a gesture as an attempt to show condescension or patronize. However, don't forget about cross-cultural differences - for example, Americans love this gesture and find it appropriate in business communications.

If you didn’t find the person on the spot, but want to show him respect, fold the upper right corner of the business card you left behind.

Today, badges are used all over the world - they can contain information not only about the name of the carrier and his position, but also the company logo and even a photograph. It is curious that since the invention (and it is generally accepted that the first badges appeared in England at the end of the 19th century), the appearance of badges has changed little - only the fastener is being improved, for example, badges on the lanyard, a special lanyard for fastening, have become widespread.

Simple human attention from a leader always inspires employees. The boss should notice the success of the subordinate and encourage him. Let it be a simple thanks, but it must be expressed. To congratulate the team on the holiday, and to congratulate the employee on his birthday - people really appreciate such gestures.

All employees at work should be treated as "you", it is disciplined and a sign of respect. However, now in many companies communication in "you" is taken as a standard - in the American manner (in English, as we remember, there is no division into "you" and "you", there is only a single reference to you). This has already become a variant of the norm. However, if your company does not adhere to such principles, it is not worth introducing the appeal "you", demonstrating open-mindedness and progressiveness: nevertheless, communication with "you" implies a close relationship that is not always appropriate at work.

Hospitality traditions require different courtesies. you can offer guests a cultural program by providing a car with a driver.

The leader should meet and escort the delegation, and then greet it at the official reception.

There is an unspoken rule (not categorical, but desirable) - if a guest arrives with his wife, then the host leader arrives for the first meeting accompanied by his wife.

The protocol visit usually takes place at the premises of the host country. In the lobby, the assistant manager meets the guests, and then escorts them to the office of the head of the institution. The initiative to leave this reception is for the guests. The next meeting of the delegations will take place during the negotiations.

In the business environment, the question of compliments is controversial. It is perfectly acceptable and even desirable to give compliments, but they should not be too enthusiastic and relate to appearance. In both cases, you invade the personal space of the interlocutor, besides, excessive enthusiasm is very similar to banal flattery. The most successful option is to compliment the business qualities of your colleague or partner, to note his high professionalism, punctuality or ease of communication.

For a casual conversation, there are several win-win topics. It is appropriate and even desirable to discuss business, sports, entertainment and travel news and is also the easiest to maintain.

It is curious that the ringtone of a mobile phone is another touch of a person's image. Psychologists say that, for example, people who put classical music on a ringtone are often far from the musical world (musicians do not listen to masterpieces in such a performance). These are conservatives who love everything to be “like people”, value a sense of proportion in everything. The more famous the melody, the more conservative a person is, according to psychologists.

As a rule, the Friday dress code is nevertheless closer to the Business Casual style and does not imply bright colors. Basic colors are traditional business ones: gray, beige, brown. Additional shades of clothing should be restrained, noble, by no means acidic or intensely saturated.

If you work five out of seven days a week, then business attire should make up 70% of your wardrobe. Accordingly, it is worth spending much more money on it than on leisure clothing. All over the world, business image is considered an economic category: investing in yourself, in your appearance, in your image brings income - just like investing in your knowledge, skills and abilities. Spend as much on your business wardrobe as your budget allows.

The rule for an evening dress: the more open it is at the top, the more it should be closed at the bottom - and, accordingly, vice versa. Do not violate this proportion of closeness and openness.

Another rule, which does not apply to clothing, but to the etiquette of ceremonial receptions: if the invitation does not indicate that you should come with a companion, you need to appear alone.

According to unofficial statistics, about 35% of business relationships begin with joint meals. They expand the circle of contacts, help find an approach to the client, negotiate a contract, and establish mutually beneficial relationships. This is a good reason to find the compromises needed for cooperation.

You can be late for a cocktail and a buffet table and leave early. But keep in mind: if your visit is very short, it can look like disrespect for the hosts. On the contrary, staying at the reception from start to finish is a sign of respect. If representatives of one company come to the event, employees should not come later than the head and leave before him. Unlike a buffet table, you cannot be late for lunch and dinner. If it did happen, you need to apologize to the owners.

If you ordered a Japanese dish at a restaurant (for example, rice, noodles, sushi, or sashimi), you may be able to get chopsticks. If you know how to use them, great. If you don’t know how, or you simply don’t want, it’s okay, you don’t have to do it. Just ask the waiter to bring the usual European cutlery: a fork and a knife are perfectly normal.

In many restaurants, waiters immediately clarify what devices you prefer to eat Japanese dishes: traditional chopsticks or European ones that we understand.

For a well-mannered person, it is an unconditional norm that alcohol abuse at corporate events is not worth it.

History knows cases when too zealous observance of the rules of etiquette did not lead to anything good.

The French Marshal Bessompierre recalled in his memoirs that the Spanish king Philip III died of carbon monoxide while sitting in an armchair by the fireplace. The courtiers could not find in time the only grandee who, according to palace etiquette, had the right to move the king's chair.

In Thailand, tourists are told how a boat once capsized with Queen Sunanda. But no one dared to come to her aid. When a high-ranking courtier arrived, who had the right to touch the queen, it was too late.

Do you know exactly how to dress for a business meeting? How to properly greet the interlocutor in a telephone conversation and in messages on social networks? And what gestures are acceptable in business negotiations, remember? Just in case, read our article and make sure you are doing everything right.

Why do you need business etiquette?

Why all these conventions at all? We do not live in the 19th century, etiquette has long ceased to be an obligatory part of business communication. Young entrepreneurs flaunt in tattered jeans and T-shirts with indecent inscriptions, emoticons are acceptable in Internet communication, and patting someone on the shoulder no longer seems like something out of the ordinary. If you think so, we will upset you. In certain circles, this is really normal, but businessmen on duty have to communicate with officials, and with respectable investors, and with people of the older generation, for whom all these liberties are unacceptable. Foreign partners, too, may not understand too zealous display of emotions.

So why do you need to know the rules of business etiquette?

• to make a good impression and not to lose face in front of partners and colleagues;
• for general education: it is never too late to learn new things;
• in order to set an example for others, including subordinates.

Appearance rules

Dress code

In your apartment, you can walk as you like, even in pajamas and funny socks. We arrived at the office and even more so for a meeting - please observe the dress code. Otherwise, you may get the wrong impression. The older generation may consider you frivolous, superficial and even - oh, horror! - incompetent. Yes, we understand that professionalism does not depend on appearance. But the traditions of society are strong, and to rebel against them is stupid and shortsighted. You are not 15 years old.

Basic dress code rules:

• for men - a business suit or a shirt with trousers. Jacket, shirt and jeans are acceptable. For women - a suit, a blouse and a pencil skirt, no mini and, God forbid, deep neckline;
• minimum. For men, cufflinks are acceptable. For women - a maximum of two accessories: earrings and a ring, a chain or earrings, and so on. If you have jewelry sets, don't put on all the items at once, it's vulgar;
• neat haircut, well-groomed hair, for men - a styled beard and mustache, if any;
• neat manicure, well-groomed hands;
• clean shoes in any weather, even if you got to the office by subway or in a dog sled;
• lack of tattoos, piercings in prominent places. If you have a large, visible tattoo, it is best to hide it under your clothes. If you establish a good relationship with your partner, then you can show it, but at first it is better not to take risks. You don't know what views he holds.

The more responsible the meeting or negotiations, the stricter the dress code must be observed. Remember, this is in your best interest.

Gestures, movements, facial expressions

It sounds ridiculous, but in fact, a lot of deals were canceled due to the fact that the partner showed an inappropriate gesture or was too familiar. It is clear that everything is subjective: an open person will not be scared if the interlocutor is actively waving his arms or blowing kisses to everyone. But still you should adhere to the basic rules - at least at the first meeting... And there you will see how the interlocutor reacts.

Pay attention to the following points:

• erect posture, restrained movements without fussiness;
• look in the eyes - confident, firm, but not arrogant;
• restrained facial expressions, try to control emotions. In difficult situations, when you want to swear or, conversely, laugh - make a "poker face";
• tactile contact is allowed only in the form of handshakes. Leave pats on the shoulder, strong hugs, and even more so kisses for loved ones: not all people love the touch of strangers. According to the rules of etiquette, only a handshake is permissible - preferably short and energetic.

Tip: rehearse in front of a mirror in advance or ask a loved one to “read” your facial expressions or movements. If there are signs of nervousness, fussiness, too violent emotional reactions - eradicate these habits. Remember, many entrepreneurs have studied body language and know the basic rules. For example, eyes slanted to the left are a sign of lies. Arms crossed on the chest - a desire to fence off. To whom the socks of the interlocutor's shoes indicate is the most important for him at the moment. And so on, and so on - there are a lot of similar tips on the Internet.

Workplace is ok

It's cool, of course, to justify the mess on the table and in the office by the fact that you are a creative person, but I'm afraid the partners won't understand. Practice shows that order on the table magically clears thoughts and puts things in order in the head... Try it - see for yourself!

Clutter in the workplace is unacceptable

Business communication rules

Respect the interlocutor's time

Time is the most important resource. The day of many entrepreneurs is literally scheduled by the hour, even a minute delay can shift the entire schedule of a business person. Therefore - never be late! It's better to come to the meeting early and wait than come up with ridiculous excuses. If you have trouble with this, study it, it should help.

Learn to listen and hear

Do you know what is the most important rule taught at the institute of future psychologists? Ability to listen and hear the interlocutor. This rule can be applied to any other field of activity. Whether you conclude a contract, meet a new partner, meet for the first time, listen to a disgruntled client, chastise a negligent employee - always include these two skills. Remember that by and large each person always talks about himself - his desires, plans, dreams. Give him a chance to say, don't interrupt. As a result, you will definitely hear something that will help you find the further vector of the conversation and understand the interlocutor.

Speak competently

Who would like to listen to a speech interspersed with endless "uh," "well," "in short," "like"? Verbal rubbish is found even among the smartest educated people - these are more habits than illiteracy. A business person simply needs to get rid of this shortcoming.

Competent speech is also needed when writing business letters. It is clear that this mission can be entrusted to the secretary or deputy - but sooner or later you will have to master written communication yourself.

Train your diction

Remember the movie “The King's Speech” about how the English king George VI got rid of stuttering? Even the monarch understood that he needed to fight his shortcoming, and hired a speech therapist. If you have diction defects - burr, lisp, stuttering - get rid of them with the help of a specialist and live peacefully.

Ethics of telephone conversations

Oh, this is a whole layer of business etiquette! Despite the development of Internet negotiations, telephone calls are still the most popular method of communication. Let us recall the basic rules of communication:

• say hello, call the interlocutor by name and patronymic, introduce yourself;
• tell which company you represent;
• ask if it is convenient to speak to the interlocutor;
• if it is convenient - briefly tell about the purpose of the call;
• arrange a meeting or other development of events;
• end the conversation.

If telephone conversations are important to you, we advise you to prepare in advance for them: think over the main theses of the conversation, options for the development of events. And of course, it is unacceptable to indulge in lengthy reasoning or empty chatter: This will create an unfavorable impression on you.

Ethics of business correspondence

A business letter (email and regular) must meet certain standards. First of all, it should be written on the letterhead of the company (or with the appropriate heading at the beginning, where the name of the company, logo, sender's data and contacts for communication are indicated). Further - to correspond to a certain type. Business letters are divided into the following types:

• request letter: you ask a partner, client or other organization for something;
• message letter: carries an informational load, it is not necessary to answer to it - it is enough to take note;
• transmittal letter: usually an explanation or addition to other documents;
• reminder letter imperfect and expected actions;
• invitation letter- to a meeting, conference or any event;
• letter of thanks: well, everything is clear here.

Experienced entrepreneurs do not confuse the types of letters: they do not start extensive correspondence in response to message letters and, on the contrary, do not respond to reminder letters.

Another rule is to reply to emails as soon as possible. The acceptable time frame for responding to e-mail is 1-2 days. For a postal letter - no more than 10 days.

And, of course, you need follow the rules of courtesy:

• address to you, by name and patronymic;
• no slang words;
• no complicated terms: speak the recipient's language;
• precise formulations of the purpose of the letter, do not spread your thoughts along the tree;
• required number and signature.

Internet communication rules

Have you noticed that business communication has partially moved to instant messengers and social networks? Many people find it more convenient to communicate in this way: it is more informal and convenient for both parties. Despite the myth about freedom of communication on the Internet, business people must still follow a number of rules:

• do not be familiar. Even if your interlocutor is recorded on the social network as Kostyan PR man or Murochka Anyutochka - contact him by name and patronymic, as it should be;
• it is also not necessary to abuse emoticons: one or two is quite enough;
• even if you want to highlight especially important thoughts in caps - don't do it! Large letters are perceived on the Internet as a cry and often cause negative reactions;
• examine the information on the person's page. This is what social networks are good for: you can understand a lot about a person by what posts he publishes on the wall, what he repost, what he talks about.

Many people are concerned about the question: how is it preferable to communicate in the 21st century? People are so different: it is more convenient for someone to call, while someone hates telephone conversations and considers them to be a violation of personal boundaries. There is only one way to find out what type your interlocutor is: to ask him directly. At the first communication (no matter how it happened) ask how it is convenient for him to communicate. And the question will be closed.

Business relationship

Now we are talking about personal relationships - or about human weakness, as you please.

Do not disclose trade secrets

Neither the financial information of your company, nor the analogous information of your partners, clients. Do not tell anyone about it - and strictly forbid employees.

Don't gossip

The business world is actually very narrow. It is tempting to discuss in a small circle your partner or client. Even if you really want to - we beg you, don't do it! Firstly, rumors spread quickly, and they simply do not want to deal with a talker. And secondly, who will guarantee that tomorrow they will not discuss you in the same way? Therefore, it is better to stay away from such conversations.

Don't talk too much

It happens that partners become friends - and friends can be told a lot. However, tomorrow the situation may change, and yesterday's partner can become or go over to the side of the latter... Personal or negative information about you can be used for their own purposes. - a powerful weapon in the struggle for profit and power. And then - goodbye, reputation!

And once again, at last: all these rules are impossible to comply with. We've categorized them from optional to most important. Roughly speaking, to come to a meeting in jeans is forgivable, it is undesirable to call Ivan Ivanovich Ivan Nikiforovich, but understandable, but it is impossible to give out classified information even under torture... Good luck in business!