Business etiquette concept essence types. Business etiquette: essence, structure, functions Mamina Raisa Ibragimovna. business phone etiquette

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Introduction

Conclusion

Introduction

Business communication is a necessary part of human life, the most important type of relationship with other people. Business communication contributes to the establishment and development of relations of cooperation and partnership between colleagues, managers and subordinates, partners, rivals and competitors.

Ethics business communication based on the rules and norms of behavior of partners. The meaning of these rules and norms is to strengthen mutual trust, constantly informing the partner about their intentions and actions.

The direct connection between ethics and life practice can be clearly seen in the sphere of the so-called professional ethics, which is a system of moral requirements for professional activity person. Ethics is one of the types of professional ethics. business relations. It arose relatively late on the basis of general labor morality. In turn, the main place in the ethics of business relations is occupied by business ethics. It includes ethics of management, ethics of business communication, ethics of behavior.

The relevance of the chosen topic lies in the fact that the ability to behave properly, to observe etiquette, has become one of the most important conditions and ways to get ahead and maintain leadership in business. Now the observance of business etiquette is one of the elements of a professional strategy.

Purpose of writing control work is the study of the basic norms and rules of business ethics in business.

To achieve this goal, the following tasks are solved:

1. Analysis of the features of management ethics in modern Russia;

2. Studying the essence, basic principles and requirements for business etiquette;

3. Definition of the main components, norms and rules of modern business etiquette.

When writing the work, the following were used: scientific and educational literature of Russian and foreign authors on the subject of the study, Internet resources.

1. Business etiquette in modern Russia

Each nation has its own customs, traditions, culture, political and state structure. They define the essence of the manager's behavior.

In the sources of the information channel Subscribe, some features of the ethics of management in Russia are formulated:

1. The presence of a command system in organizations. Their leaders still suppress the initiative of their subordinates. Such a system makes it difficult for organizations to adapt to new economic conditions, and they are forced to stagnate.

2. Top managers avoid delegating authority and responsibility to the second echelon of management, they try to do everything themselves, personally control. The reasons for this: distrust of subordinates, insufficient qualifications of the latter, but most importantly, the inability to effectively motivate hired managers.

3. Significant dependence of conditions and wages employees from relationships with managers, and not from their qualifications and performance.

4. Disrespect for people and ignoring the ethics of management. Each of them can be fired without explanation and payment of earned money.

5. Laws, regulations and rules are not binding. Rules and laws may be deliberately ignored depending on the situation and the individuals who apply them.

6. More attention is given to common goals and relatively little to how things can be done. But this question is the key to business development.

7. Avoid the risk that comes with limiting initiative. Most managers in a risk situation prefer to choose the option of less profit with less risk.

8. In some cases, a sharp change of mood in relation to a partner: from the manifestation of friendliness to an extremely cold official attitude. The emotional side is an important part of Russians.

9. Promotion and training of employees in terms of advanced training, acquiring new skills and knowledge in Russia is not particularly common.

10. The selection of new employees is not carried out on business qualities.

11. Not a single decision is made without a boss.

12. The management of the organizations emphasizes the exercise of control functions.

13. The specific attitude of managers to mistakes. The causes that led to the mistake are rarely analyzed, no one, as a rule, is interested in what can be learned from this or that mistake, or in the question - what needs to be done in order not to repeat the mistake in the future.

14. With regard to increasing labor productivity, Russia also has its own specifics. Why should a highly qualified specialist work with full dedication if he receives a market salary, and does not earn.

Modern business in Russia, having the peculiarities of business behavior, is trying to form a different culture in compliance with the norms and rules of world business etiquette, which allows them to successfully gain a foothold in the world market.

2. Business etiquette. Essence, requirements, principles

Modern business etiquette defines the norms of behavior in various circumstances: on the street, at work, at a party, at official receptions.

Business etiquette is a set of rules and norms for the appropriate behavior of partners in a joint business, ensuring respect for the human person and strict observance of legal, financial and ethical obligations.

There are five main principles of business etiquette:

1. The principle of reasonable selfishness: respect the opinion of the interlocutor, but at the same time remain with your own opinion.

2. The principle of positivity - creating a pleasant impression about yourself while communicating with colleagues and partners.

3. The principle of predictability of behavior in various business situations.

4. The principle of appropriateness: following the rules at a certain time, in a certain place, with certain people.

5. The principle of stability: to have the qualities of reliability, constancy, always fulfill their obligations.

The ability to behave properly, to observe etiquette, has become one of the most important conditions and ways to get ahead and maintain leadership in business. Now the observance of business etiquette is one of the elements of a professional strategy.

Business etiquette is the most important aspect of the professional behavior of a business person, an entrepreneur, and knowledge of etiquette is necessary professional quality requiring constant assimilation, repetition and improvement. Business etiquette regulates the behavior of people related to their performance official duties, and is the most important aspect of the moral behavior of a business person.

Business etiquette rules established for certain situations and different social groups, dictate the sequence of actions down to ritual trifles and are developed by mankind in order to avoid unnecessary conflicts and find mutual understanding for survival and a comfortable existence. business etiquette principle norm

Modern business etiquette regulates the behavior of people in the service, in in public places and on the street, as well as official events- receptions, conversations, ceremonies, negotiations.

3. Basic norms and rules of modern business etiquette

AT modern business compliance with the rules of etiquette plays important role. There are several basic norms of business etiquette:

1. Punctuality. Planning and punctual execution of all planned tasks is the key to success. A business person must know and master the basics of time management, be able to plan his working day, competently sort things into important and urgent, delegate part of routine tasks and control the course of events.

2. The ability to listen and hear the opponent. It is impossible to conduct business successfully without taking into account the thoughts and interests of partners, customers, buyers. It is very important to be tolerant of your opponent or partner, learn to listen and explain your point of view.

3. Dress code. Clothing is a demonstration of taste and status in society. Appearance is the first aspect that a person pays attention to and this immediately sets him in the right mood.

4. Competent speech, business style letters. Everything that is said and written must be presented in a beautiful language, correctly. The ability to communicate, competently lead a discussion and convince an opponent is very important for negotiating. Be sure to follow the pronunciation, diction and intonation. Never use foul language or offensive language.

5. Respect for the interlocutor, partner, client. The ability to respect other people's opinions is an important component of business etiquette.

6. Telephone etiquette. Business communication is impossible without telephone conversations, ethics in this case helps to quickly establish relationships and conduct negotiations with dignity.

7. Etiquette of communication on the Internet. Ability to communicate via text e-mail, comment on business articles and respond to requests and requests from customers on the company's website shows the business level of the employee.

8. Reception of delegations. The protocol reception of delegations is a separate part of business etiquette, which includes a long list of actions for meeting, accommodating, introducing, acquainting members of the delegation with representatives of the host country.

9. Business negotiations. Ability to conduct competent negotiations, bring them to a concrete result.

10. Relationship boss-subordinate. According to the rules of business etiquette, the manager must treat all employees equally, equally, while maintaining a reasonable distance.

11. Relationships in the team between employees. The microclimate in the team largely depends on the relationships that have developed in the company between colleagues. Smooth, friendly, respectful relationships are the basis of a healthy team.

To be successful in business, there are a few basic rules to follow:

1. Common sense: it is common sense that business etiquette is aimed at organizing and maintaining order, saving time and other reasonable goals.

2. Freedom: despite the fact that the rules and norms of business etiquette exist and are implemented, however, they should not interfere with the freedom to choose business partners, the freedom to choose methods for fulfilling agreements between the parties.

3. Ethics: business etiquette is oriented towards good and inherently must be moral.

4. Convenience: the norms and rules of business etiquette imply convenience for business partners; they should not fetter business people, interfere with the development of business relations.

5. Appropriateness: every precept of business etiquette serves specific purposes, since the types of business relations (presentation, negotiations, business conversation, etc.) have specific goals.

6. Economical: The organization's protocol department needs to be guided by "reasonable cost" as business ethics should not cost organizations very much.

7. Conservatism: Reliability, stability, strength are traits that are attractive in the business world. Conservatism in dress, manners, adherence to traditions evokes a feeling of solidity and durability.

8. Ease: the norms of etiquette are natural, used without tension, with ease. Their observance should not be imposed, lead to psychological rejection, create discomfort of etiquette.

9. Universality: the norms of business etiquette are directed to many aspects of business relations.

10. Efficiency: standards of business relations help to reduce the terms of execution of contracts, reduce conflicts in the organization.

Modern business etiquette is the knowledge of decency, the ability to behave in a team in such a way as to earn universal respect and not offend others with their behavior. By the culture of behavior of an employee of the company and by his ability to communicate with customers, one can judge the entire team of this company.

4. The main components of business etiquette

A person's compliance with etiquette or protocol norms in communication, his competence in the field of communication, the choice of an adequate manner of behavior in various situations will help to achieve success in any area of interpersonal, group and mass communication.

There are several main components of business etiquette:

1. Behavior - gestures and movements. Behavior is as much a way of showing respect for other people as neat clothes, politeness in conversation, tact. Gestures and movements are part of the image. It often happens that it is a gesture that shows the mood, the face of a person, even when he himself does not want it.

2. Etiquette of using business cards. Business communication begins with the exchange of business cards. The main purpose of a business card is to represent officials, business partners, in the process of negotiations, visits, meetings. A business card is indispensable for acquaintances, communication at banquets, receptions, conferences, presentations, exhibitions.

3. Etiquette of business telephone conversations. A business conversation on the phone is the fastest business contact that requires special skill. A telephone conversation has one important advantage over a letter: it provides a continuous two-way exchange of information regardless of distance. Very often, a telephone conversation becomes the first step towards concluding a business contract.

4. Etiquette of reception of employees, visitors. The ability to conduct a business conversation is mandatory for every employee, this is his direct official duty.

5. Etiquette of business negotiations. Negotiations are interdependent processes of developing, exchanging and fulfilling certain sets of promises that satisfy the main interests of the negotiating parties.

6. Workplace etiquette. In order to provide an employee with a decent workplace, it is necessary, guided by the organizational chart of the enterprise, to take into account the "protocol features" of this official place allocated for an employee of this position.

7. Business letter etiquette. In business, time is the most valuable thing. Therefore, a business letter should be short and to the point. Business correspondence rarely covers multiple topics. If, nevertheless, several issues need to be covered in the letter, then it is advisable to separate them visually from one another, that is, number them. Best Option- when a business letter contains an answer to any one question or homogeneous information. In this case, the letter is accurate and concise.

8. Etiquette of conversation at the table. General rule- you need to talk at the table about something calm, you should not touch on sensitive topics, a witty and easy conversation is preferable.

9. Business travel etiquette. Being on a business trip, on a business trip, the employee must properly plan and spend time, both on the way and at the place of arrival. It must be remembered that a business trip is not the right time for enjoying life and thoughtless entertainment. Etiquette and decency must always be observed.

10. Souvenirs and gifts in the business area. Gifts can be made: employee - employee, colleagues - employee, employees - boss (manager), manager - secretary, company - employees, company - company.

In modern business practice, it is customary to give gifts on occasion.

In the business sphere, it is customary to use the following things as gifts: notebooks, diaries, business calendars, fountain pens, ashtrays, key chains, lighters and other items used mainly in the workplace.

In addition, an engraving, a print is a good gift, especially if their content reminds of something related to a certain date, area, company, country.

A book (gift edition) can be a perfectly acceptable gift, and it’s good if it is related to the interests of the employee to whom the gift is intended: books on hunting, fishing, books with reproductions of paintings by famous artists, etc.

A good gift is a box of expensive chocolates.

Flowers as a gift are always appropriate.

The success of any company largely depends on the ability of its employees, on their ability to work together to achieve common purpose. Knowledge of etiquette, culture of behavior are the key conditions for successful work in any organization.

Conclusion

Thus, modern business etiquette has been formed for thousands of years and has absorbed the norms selected and tested by time. There is nothing superfluous in business etiquette. There is nothing that would impede business communication and interfere with doing business. On the contrary, business etiquette is a tool that increases the effectiveness of communication, giving positive emotions and joy. Business etiquette forms the loyalty of external and internal customers. Many successful companies, forming their own form style, relied on the impeccable manners of employees and thus created for themselves competitive advantage that sets them apart from their competitors.

It was economic practice that demanded the approval of general norms of business conduct: honesty, truthfulness, commitment, diligence, keeping promises and contracts. On the one hand, they impose restrictions on the behavior of market participants, and on the other hand, they create the basis for market relations, forming such expectations that provide a sufficient level of trust.

Compliance with the rules of business etiquette is the basis entrepreneurial activity. In organizations, rules of conduct must be regulated so that employees can apply them equally in communication between themselves and the organization's clients. Compliance with the rules helps bring together the economic and financial interests of business people and businessmen.

Business etiquette is one of the most complex and multifaceted phenomena with its own characteristics and specifics. Knowledge of business etiquette is very important for doing business, like knowledge in any other field, and goes on a par with such personal qualities, as creativity, sociability, initiative and will allow you to get ahead and maintain leadership in business.

List of sources used

1. Beringova N.V. Business conversation: tutorial/ N.V. Bering. - Tomsk: Tomsk Polytechnic University, 2010. - 160 p.

2. Korotkov, E.M. K 66 Management: textbook / E.M. Korotkov. - M.: Yurayt Publishing House; ID Yurayt, 2011. - 640 p.

3. M.G. Podoprigora, Business Ethics, Textbook. Taganrog: Publishing House of TTI SFU, 2012. - 116 p.

4. Shepeleva A.Yu. Modern business protocol and etiquette / A.Yu. Shepelev. - M.: Dashkov i K, 2009. - 164 p.

5. Ethics and etiquette in business / Dave Collins; artistic design A. Kirichen: - Rostov n / D 6 Phoenix, 2006. - 160 p.

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Introduction

A modern person is constantly in situations of communication - at home, at work, on the street, in transport, with close people and complete strangers. No matter how much we want to, we are a part of society and are inextricably linked with it, inseparable. Our whole life is interaction, contact with the rest of the world. And, of course, a huge number of contacts in which a person enters daily requires him to comply with a number of conditions and rules. These rules are called etiquette. They cover permissions and prohibitions that generally form moral norms: protect the younger ones, respect the elders, be kind to others, do not insult those who depend on you, be hardworking, etc.

Exist different kinds etiquette - the rules of communication in different areas: official or business, diplomatic, church (Orthodox), (by the way, the most clearly important for humanity ethical standards expressed in Christianity), military, pedagogical, secular, medical, etiquette in public places, courtiers, etc.

In this paper, we consider the concept, essence, principles of business etiquette, as well as the norms and rules of conduct for a business person.

Concept, essence, principles of business etiquette

The requirements of etiquette have evolved over many centuries and are based on common sense, a sense of beauty and order. Etiquette is understood as a set of rules of conduct relating to the external manifestation of attitudes towards people (treatment with others, forms of address and greetings, behavior in public places, manners and clothing), an integral part of the external culture of society (culture of behavior). Etiquette can be seen as part of normative ethics.

Business etiquette regulates the behavior of people associated with the performance of their official duties in public places and on the street, at various kinds of official events (receptions, ceremonies, negotiations).

A modern business person needs to know both official and secular etiquette, because business communication is not limited to society. A civilized manager, leader, entrepreneur must be able to organize and conduct a reception, including at home, to know the behavior in a theater, restaurant, at a vernissage, etc.

Modern business etiquette consists in the ability to adapt to a specific life situation without losing one's social status; not in the literal observance of the rules of conduct, in the ability, if necessary, to break them.

There are the following principles of business etiquette :

· The principle of reasonable selfishness (performing your work functions, do not interfere with others to perform theirs).
The principle of positivity (if there is nothing pleasant or positive to say, it is better to remain silent).
The principle of predictability of behavior in various situations (following the rules of business etiquette, you tell others: “I am constant and reliable, I always fulfill my obligations, I know how to behave”)
There are no men and women at work, there are only status differences (the basic rules of civil etiquette are not transferred to business etiquette, for example, business women should, if necessary, not only open the doors themselves, but also let others go ahead, regardless of whether it is a man or woman).
The principle of appropriateness - certain rules at a certain time, in a certain place, with certain people (for example, for a business dinner with a person of the opposite sex, a woman should not wear evening dress, so as not to create the impression that she has not a business interest in her partner, but a personal interest ).

Jen Yager in the book "Business Etiquette: How to Survive and Succeed in the Business World" identifies six principles of business etiquette: Business Ethics: A Textbook / Ed. A.Ya.Kibanova. - 2nd ed., corrected. and additional - M.: INFRA - M, 2009.- p.310

1. Punctuality. Only the behavior of a person who does everything on time is normative. Being late interferes with work and is a sign that a person cannot be relied upon. The principle of doing everything on time extends to all service tasks. Experts who study the organization and distribution of working time recommend adding an extra 25% to the period that, in your opinion, is required to complete the assigned work.
2. Privacy. The secrets of an institution, corporation, or particular transaction must be kept as carefully as personal secrets. There is also no need to retell to anyone what you heard from a colleague, manager or subordinate about their official activities or personal life.
3. Courtesy, goodwill and friendliness. In any situation, it is necessary to behave with clients, customers, buyers and colleagues politely, affably and kindly. This, however, does not mean the need to be friends with everyone with whom you have to communicate on duty.
4. Attention to others. Attention to others should extend to colleagues, superiors and subordinates. Respect the opinions of others, try to understand why they have this or that point of view. Always listen to criticism and advice from colleagues, superiors and subordinates. When someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence should not prevent you from being humble.
5. Appearance. The main approach is to fit into your work environment, and within this environment - into a contingent of workers at your level. you need to look your best, i.e. dress with taste, choosing a color scheme to match your face. Carefully selected accessories are essential.
6. Literacy. Internal documents or letters sent outside the organization should be written in good language, and all proper names should be transmitted without errors. You can't use swear words. Even if you quote the words of another person, they will be perceived by others as part of your own vocabulary.

At informal communication with colleagues, use the following guidelines.

Avoid following topics: Business Ethics: Textbook / Ed. A.Ya.Kibanova. - 2nd ed., corrected. and additional - M.: INFRA - M, 2009.- p.311

bad news such as car accidents, cancer
Belonging to a certain religion
political extremes
your health, good or bad
Your promotion or lack thereof
The cost of things
mistakes of others

Don't ask about:

about the age of a person, if he is over 30
overweight or underweight
cosmetic surgeries
about pregnancy or the reasons for the long absence of children
Litigation, divorce
about sex life
About serious illnesses

Suitable topics for discussion

Consolidation or change of the head office
Latest achievements in the field of your favorite sport
latest industry advances
Measures taken against the growth of crime
· new performances, exhibitions
· interesting films that you have watched, etc.

In business communication is not accepted: Ethics: a textbook. V.G. Ivanov, - St. Petersburg: Peter, 2007. - p.19

· put yourself and your clothes in order, straighten your tie, hairdo, clean your nails;
scratching (including ruffling hair);
click the knuckles of the fingers;
rub hands;
pull clothes;
constantly something to "purr";
• violent manifestations, offensive, rude words to reveal their anger and indignation;
Stand or sit with your hands in your pockets, laying them behind your back;
Excessive hand gestures
shrug your shoulders
shake your head instead of a negative answer4
look into the eyes of the interlocutor;
Accompany speech with antics;
pulling or touching something with your fingers;
touch the interlocutor, put your hands on his knees or shoulder, take him by the sleeves or by the buttons of his jacket;
turn your back to the interlocutor;
often glance at the clock, yawning. This is regarded as a sign that you are extremely tired of communicating with the interlocutor, and you want to end the conversation with him as soon as possible;
End your statement with a burst of laughter.

business man etiquette

Etiquette- this is a set of rules of conduct that regulate the external manifestations of human relationships (treatment with others, forms of address and greetings, behavior in public places, manners and clothes). Courteous treatment of a woman, respectful attitude towards elders, forms of address and greetings, rules of conversation, behavior at the table, treatment of guests - all these laws of decency embody the general idea of human dignity.

Etiquette is an integral part of the external culture of a person and society. In modern society, etiquette is greatly simplified, becoming more free and natural. There are several types of etiquette: court, diplomatic, military, civil, business etiquette. Business Etiquette- this is the established order of conduct in the field of business and business contacts.

Functions of business etiquette:

Etiquette facilitates the establishment of contacts, contributes to the achievement of mutual understanding, creates good, stable relationships;

creates convenience, brings expediency and practicality to business;

in the field of business, etiquette is the main tool in shaping the image of an organization, hand-la;

good manners are profitable because where there is etiquette higher performance;

etiquette creates a pleasant psychological. the climate of the team, the stability of relationships.

Principles of business etiquette:

the principle of reasonable selfishness - while performing your work functions, do not interfere with others to perform theirs;

respectfulness - respect society as a whole and each individual, treat you the way you want to be treated;

the principle of positivity - if there is nothing pleasant or positive to say, it is better to remain silent;

the principle of predictability of behavior in various business situations;

the principle of appropriateness: certain rules at a certain time, in a certain place, with certain people;

the ability to create a sense of significance in another person;

compliance with the rules of conduct of the country of the business partner.

Business etiquette includes the rules of verbal and non-verbal communication, presentations and greetings in the business sphere, the features of designing and handing business cards, the rules of telephone conversation and written business communication, the design of an office and office, the presentation of souvenirs and gifts, the etiquette of presentations, business receptions, etc.

(100) 3. Label paraphernalia.

business paraphernalia- things and objects used in the business sphere and requiring the implementation of etiquette standards. Includes: Business cards, Appearance in various places Business gifts, Bouquet art .

In business practice, it is often necessary to give and receive gifts and souvenirs. This improves business ties, demonstrates a benevolent relationship, indicates a good relationship between colleagues at work.

Gifts can be done by an employee to an employee, colleagues to an employee, employees to a boss, manager to a secretary, firm to employees, firm to firm. In modern business practice, it is customary to give gifts on the occasion of: anniversaries in the business life of an employee, anniversaries in the life of the company, state. holidays, personal holidays in the life of an employee, global holidays, business meetings with foreign partners - the representatives of the host country are the first to present a gift.

A gift to an official - an author's picture, a business partner - a box, a notebook, a pen. Of the souvenirs, those that are nat are preferable. character: nesting dolls, Khokhloma, Gzhel. Do not give: icons, nose scarves. Pearls, knives, watches. A cash gift is acceptable in an envelope. In addition to gifts, flowers are appropriate, but you need to know their symbolism. Gift d.b. well packed, d.b. the text of congratulations is enclosed in the form of a postcard or on business card. When choosing a gift for a foreign firms should take into account national country features. For a gift, you need to thank orally or send a fax.

Business card - appeared in France in the 17th century. Verifies identity. TYPES: standard, executive, family. Functions- 1.introduction of business partners 2.confirmation of interest in business contacts 3.informing about the company, about its Activities 4.Implementation of business contacts. Business card size 5x8 Text arrangement in Russian and English on the reverse side. All details are indicated. right hand, and with the left you need to make such a gesture, as if you were supporting the card from a possible fall, take someone else's card with your left hand. Having accepted the card of the interlocutor, it is necessary to clarify the data contained on the business card. When handing over your business card, you should say your coordinates out loud. Don't exchange business cards among business Japanese this is a violation of a taboo, for them this fact will be a good reason to suspect you of uncleanliness and unrespectability. It is also considered bad manners to mail a business card.

Business etiquette: its origin and development

England and France are usually called: "the classical countries of etiquette." However, they cannot be called the birthplace of etiquette. Roughness of morals, ignorance, worship of brute force, etc. in the 15th century dominate both countries.

The refinement of the mores of Italian society begins already in the XIV century. Man passed from feudal mores to the spirit of modern times, and this transition began in Italy earlier than in other countries.

If we compare Italy of the 15th century with other peoples of Europe, then a higher degree of education, wealth, and the ability to decorate one's life immediately catches the eye.

And at the same time, England, having finished one war, is drawn into another, remaining until the middle of the 16th century a country of barbarians.

In Germany, the cruel and implacable war of the Hussites raged, the nobility is ignorant, fist law prevails, the resolution of all disputes by force.

France was enslaved and devastated by the British, the French did not recognize any merit other than military, they not only did not respect science, but even abhorred it and considered all scientists the most insignificant of people.

Italy was a country of a new culture. This country deserves to rightly be called the birthplace of etiquette.

The established norms of morality are the result of a long process of establishing relationships between people. Without observance of these norms, political, economic, cultural relations are impossible, because it is impossible to exist without respecting each other, without imposing certain restrictions on oneself.

Etiquette is a word of French origin, meaning demeanor. It includes the rules of courtesy and politeness adopted in society.

Modern etiquette inherits the customs of almost all peoples from hoary antiquity to the present day. Basically, these rules of conduct are universal, since they are observed by all representatives of the most diverse socio-political systems that exist in modern world.

Modern etiquette regulates the behavior of people at home, at work, in public places and on the street, at a party and at various official events - receptions, ceremonies, negotiations.

Etiquette is a very large and important part of human culture, morality in the field of moral culture and about beauty, order, improvement, everyday expediency - in the field of material culture.

Modern business etiquette is the ability to adapt to a specific life situation without losing one's social status.

Business etiquette regulates the behavior of people in the service, in public places and on the street, at various kinds of official events - receptions, negotiations.

In business etiquette, there are many rules that must be followed. For example: the rules of table etiquette.

the rules of business etiquette are the same for men and women (unlike secular etiquette);

every person you deal with in business should always be treated with respect;

if in communication one of the partners has any awkwardness or difficulties, then the other partner must definitely help him out of the situation.

Thus, courtesy and tact, attentiveness, receiving and giving help are the main features of business etiquette for everyone - for both men and women.

There are also other principles:

everything is always done in due time (do not be late, warn);

know how to keep technological, personnel and other secrets of legal entities. or physical. the person you work for and know how to keep details of your personal life;

think not only of yourself;

a business person must speak and write in a literate language;

clothes and shoes should be chosen with taste and correspond to business fashion;

treat others the way you would like to be treated;

do not forget about polite words.

Business etiquette is the most important aspect of the professional behavior of a business person. Knowledge of etiquette is a necessary business quality that must be acquired and constantly improved.

At work and at home, a person is constantly faced with repetitive standard situations (greeting, phone call, farewell).

For them, the forms and rules of behavior of employees of the enterprise in relation to customers and the foundations of the relationship of all personnel with each other are developed.

Principles of business etiquette:

Common sense (saving working time, ensuring order at the enterprise, maintaining staff organization);

Freedom (free expression of opinion);

ethics;

Convenience;

Expediency (each requirement corresponds to the goal);

Profitability;

Ease;

Efficiency, etc.

The use of the principles of business ethics is cost-effective and has a significant impact on improving the efficiency of the enterprise. For an employee of the company, ignorance of etiquette can cost the loss of respect from colleagues, deprivation wages and even dismissal, depending on who and how he was rude. And given that the contingent of clients of reputable firms are most often rich and influential people, possibly VIPs, then in these conditions it becomes the most urgent and urgent need not only to know and apply the rules of business etiquette, but also to be a master in it.

Business etiquette occupies a special place in the art of behavior.

If you violate the norms of behavior in everyday life or in society, then you risk mainly the reputation of a well-mannered person, while in management such mistakes can cost big money and even careers.

Etiquette for typical occasions offers wide selection rules and recommendations of cultural behavior.

But it requires their use with strict consideration of the characteristics of a particular communication in a given specific situation,

in a formal or informal setting, it takes place,

on whose territory

what is the official status and social prestige of its participants, their age, gender, cultural and educational level,

what are the features of national and regional psychology,

finally, what is the degree of acquaintance of the partners with each other.

Democratization of etiquette is currently taking place. Business etiquette is greatly simplified here, it becomes incomparably more free and natural, it acquires the meaning of an everyday, benevolent and respectful attitude towards all people, regardless of their position and social status.

Communication etiquette.

Communication etiquette - basic theoretical provisions

Etiquette (from the French etiquette) is the established order of conduct anywhere. This is the most general definition etiquette.

The significant role of etiquette in the life of society is explained by a number of functions it performs: regulatory, identification, identification, communicative, ethical, aesthetic, educational. Etiquette is based on moral and formal organizational foundations.

In addition to the rules of general cultural behavior, there is also professional etiquette. In life, there have always been and will remain relationships that provide the highest efficiency in the performance of professional functions. Participants in any interaction always try to preserve the most optimal forms of this interaction and the rules of conduct. For example, in an organization, a newcomer will be required to strictly comply with the tried and tested rules of business communication, as they facilitate the performance of professional functions and contribute to the achievement of goals.

Business etiquette is the result of a long selection of rules and forms of the most expedient behavior that contributed to success in business relationships.

Jen Yager, in her book Business Etiquette: How to Survive and Succeed in the Business World, outlines the following six basic principles:

1. Punctuality. Only the behavior of a person who does everything on time is normative. Being late interferes with work and is a sign that a person cannot be relied upon. The principle of doing everything on time extends to all service tasks.

2. Privacy. The secrets of an institution, corporation, or particular transaction must be kept as carefully as personal secrets. There is also no need to retell to anyone what you heard from a colleague, manager or subordinate about their official activities or personal life.

3. Courtesy, goodwill and friendliness. In any situation, it is necessary to behave with clients, customers, buyers and colleagues politely, affably and kindly. This, however, does not mean the need to be friends with everyone with whom you have to communicate on duty.

4. Attention to others. Attention to others should extend to colleagues, superiors and subordinates. Respect the opinions of others, try to understand why they have this or that point of view. Always listen to criticism and advice from colleagues, superiors and subordinates. When someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence should not prevent you from being humble.

5. Appearance (dress properly). The main approach is to fit into your work environment, and within this environment - into a contingent of workers at your level. It is necessary to look the best way, that is, dress with taste, choosing a color scheme to match your face. Carefully selected accessories are essential.

6. Literacy. Internal documents or letters sent outside the institution must be written in good language, and all proper names transmitted without errors. You can't use swear words. Even if you just quote the words of another person, they will be perceived by others as part of your own vocabulary.

The effectiveness of a businessman, entrepreneur, leader, management and any person depends not only on his personal psychophysical characteristics and performance, business abilities and preparedness, but also on the results of his interaction with other people, with employees, subordinates, partners, clients.

In order to avoid serious conflicts and prevent those that can disrupt the achievement of goals, one should know how relationships are formed between people, how informal roles are distributed in a group, how a conflict begins and how to prevent it, stop it if it has already begun. A leader of any level must be able to organize joint activities of people, approve acceptable standards of communication, and coordinate the internal goals of the organization and staff.

Business partners begin to participate in communication long before the first word is spoken. Mutual influence on the state and activity of each other begins with the establishment of psychological contact and ends with its break. There are four stages in the act of communication between two people.

At the first stage, there is a switch from communication with oneself to communication with a partner. The study and evaluation of the partner begins. All previous cases are interrupted, ended or pushed into the background. It is worth turning off the TV, radio and, if possible, turn off the phone

The second stage is the establishment of contact. Contact is established when both partners are sure of mutual participation in communication. Contact is most often established by non-verbal means: the direction of the gaze, the turn of the head, facial expressions, a decrease in physical distance, etc. When this does not work, they include the word: “Sergey Alexandrovich!”, “Listen! the chosen type of situation - game, work, intimate.

At the third stage, partners choose the right language and fundamental style, and specific formulations of arguments are formed. In terms of time, the exchange of verbal texts usually occupies the main share of the act of communication, but one can imagine an act in which the main time is spent on establishing contact, for example, during courtship.

The fourth stage - breaking the contact, requires certain preparatory actions that take seconds, less than a minute. Preparation for a breakup takes place on two levels at the same time - on a verbal level (exhausting the topic of a conversation or forcibly interrupting it with a phrase like “Sorry, I have an appointment in ten minutes”) and on a non-verbal level (turning the torso, lowering intonation, fixing the gaze on a foreign object and etc.).

These stages of communication may partially overlap in time. The most common mistake in business communication is focusing on the third, verbal stage and underestimating the rest of the stages.

The main causes of poor communication are usually:

Lack of understanding of the importance of communication;

Wrong setting of consciousness, for example, indifference;

Poor construction of the message itself;

Weak memory

Failed Formation of Feedback Means

Some managers hold the view that lower and middle level employees do not need to know about the state of affairs in general. They believe that those who are below should do what they are told and not ask unnecessary questions. However, studies show that awareness of the general state of affairs is considered by employees of the organization to be one of the most important factors affecting their work. At the same time, when managers prioritize the factors that determine the morale of their subordinates, they tend to prioritize employees' awareness of the state of affairs in the organization. In order to overcome this barrier to business communication, it is necessary to quickly convey the necessary information to those who are below.

It might be useful to read:

Business etiquette concept essence types. Business etiquette: essence, structure, functions Mamina Raisa Ibragimovna. business phone etiquette

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Introduction

1. Business etiquette in modern Russia

2. Business etiquette. Essence, requirements, principles

3. Basic norms and rules of modern business etiquette

4. The main components of business etiquette

Conclusion

List of sources used

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