Business etiquette as the basis of business communication. Business etiquette: rules of business communication and principles

Reading time: 3 minutes

Business communication etiquette is a set of moral rules, norms, ideas that regulate relations, as well as the behavior of individuals in joint production activities. Business etiquette is a necessary part of human life, as well as the most important type of relationship with other individuals.

The main regulators of relations are ethical norms, which express ideas about good and evil, injustice and justice in the actions of people. When communicating with his boss, subordinates, colleagues, a person spontaneously or deliberately relies on the etiquette of business communication. Depending on the understanding of moral norms, the content and degree of etiquette, an individual can make business communication effective, solve tasks, achieve a goal, or vice versa, make it impossible.

Etiquette, translated from French, means a set of rules of behavior that relate to people (forms of treatment, behavior in public places, treatment of others, greetings, clothing, manner).

Business etiquette manifests itself at various levels of the social system, as well as in different forms. Participants in business communication are in official statuses and are aimed at achieving specific objectives. Its distinguishing feature is the lack of self-sufficient meaning, since business etiquette does not act as an end in itself, but directly serves as a means to achieve other goals. In market relations, this is getting the maximum profit.

Speech etiquette in business communication

The peculiarity of business communication is due to the fact that it arises on the occasion or on the basis of a certain type of activity that is associated with production, for example, a business effect or a product. At the same time, the parties to business communication act in official (formal) statuses, which determine the necessary norms and standards (including ethical) of people's behavior. The specificity of business communication is the regulation, expressed in submission to the established restrictions, cultural and national traditions, ethical professional principles.

Speech etiquette in business communication is a complex process in the development of contacts between individuals in the service sphere. There are “unwritten” and “written” norms of behavior in various situations of official contact. The accepted certain order, as well as the official form of treatment, is called business etiquette. It forms rules that promote mutual understanding between people, and also creates convenience, practicality and expediency.

Business etiquette consists of rules: norms (horizontal), in force between team members, as well as instructions (vertical), characteristic of the leader and subordinate.

The general requirement of speech etiquette in business communication is an affable, as well as a courteous attitude towards all employees, partners, regardless of dislikes and likes. The regulation of business interaction is noted in the attention to speech.

Speech etiquette in business communication is the norms of language behavior developed by the society, standard ready-made formulas that allow you to organize etiquette situations, requests, greetings, gratitude, such as "be kind", "hello", "glad to meet you" "allow me to apologize" ... Stable constructions are selected taking into account psychological, social, age characteristics.

Speech etiquette in business communication involves the establishment of contact between people, the exchange of certain information to build joint activities, cooperation.

There are the following stages in business communication:

establishing contact, including acquaintance and understanding of another person;

orientation in the ongoing communication situation, as well as its comprehension with pauses;

discussion of the problem;

solution to the problem;

exit from contact (completion).

Service business contacts are based on partnerships, are built from mutual requests, as well as from the needs and interests of the business. In direct contact, namely, direct conversation, oral as well as non-verbal communication is of greater importance. Phone messaging or chatting is common.

Business etiquette is a real art, which is impossible to master immediately. Compliance with norms, culture, rules of conduct will have a primary role in moving up the career ladder. If you are a budding specialist, as well as a face of the company, then think and imagine yourself as part of the team. The greeting “hello” in everyday life means: “I am inclined to maintain a relationship,” the absence of this etiquette sign is read as a lack of desire to maintain a relationship. Therefore, greeting customers, employees, visitors is the norm, both at the beginning of a conversation and in the absence of intentions to enter into verbal contact.

In business communication, speech etiquette is a set of speech etiquette tools, as well as certain rules for their use in various situations.

Business etiquette includes the following important points:

you cannot be late for business meetings;

receiving guests provides for thorough preparation (development of a negotiation plan, discussion with colleagues);

appropriate strict appearance;

it is important to collect information about those you are meeting with before the meeting, to think over all the questions of interest.

Business etiquette and protocol

The protocol includes greeting, introducing, addressing, and also shaking hands. If the participants are not yet familiar, you should introduce yourself. The first according to the protocol of business communication is the head of the receiving party, then the head among the guests. Then they introduce the rest of the staff. If a large delegation has arrived, then the roll-call is avoided by presenting the lists of participants, where the participants are indicated by name and position.

At a business meeting, the junior is always introduced to the senior, gender does not matter; if you previously had to meet with a partner, then once again you need to introduce yourself. If someone has not introduced themselves, you can safely ask him about it, but do not ask again. It is necessary to memorize the names right away so that there are no awkward situations. A handshake at a business meeting is used to sign an agreement, and it is also used immediately after the words of greeting. When introducing you to another person, they are the first to reach out to you. The handshake is done with the right hand, if it is busy, they serve with the left, but first apologize.

The handshake initiative comes from the eldest and from the higher position. The woman is given the right to decide whether to give her a hand or not. By etiquette, she is the first to offer her hand for greeting. Approaching the group and shaking hands with one of the members, you must do the same with everyone. Oral greeting is limited if the group is large. If the hand extended for a handshake is not answered with a handshake, then this is regarded as an insult.

Ethics is a philosophical science, the subject of which is morality. The practical importance of ethics is noted in the field of human communication, and communication between people is an important component in the process of joint activities. The joint activity of people in relation to morality cannot be neutral. Compliance with business etiquette is the most important component that will determine the success in business and entrepreneurial activity, promotion. Psychologists point out that success in financial affairs or in the technical field is fifteen percent dependent on professionalism and eighty-five percent on the ability to conduct business communication.

Jen Yager, Ph.D. in Sociology, notes six principles of business etiquette:

Punctuality, timely execution of work;
Confidentiality (keeping the secrets of the corporation or the personal life of colleagues, the results of the transaction);
Friendliness, courtesy, benevolence in any situation; showing attention to others (to colleagues, boss, subordinates);
Respect for opinions, criticism, and advice from colleagues, subordinates and superiors (when they question the quality of your work, show that you value the experience and considerations of other people);
Compliance with the dress code - clothing code;
Control of your speech, the absence of swear words in speech.

Ethics and etiquette of business communication should be based on the moral qualities of the individual, as well as the categories of ethics: truthfulness, honesty, generosity, modesty, dignity, duty, conscience, honor, which give a moral character to business relations.

Business meeting etiquette during lunch includes the following points:

making an appointment in an office or restaurant near the invitee's office;

the initiator of the meeting orders a table;

it is important to inquire in advance about the tastes as well as the preferences of the dinner participants

if you don't know your gastronomic preferences, then find out the restaurant menu: how rich is the selection of meat and vegetable dishes;

a table is ordered in a non-smoking room;

the initiator of the meeting comes to the restaurant 15 minutes earlier;

the choice of dishes is limited to familiar dishes;

if the meeting is scheduled in the office, then it is held in a conference room or meeting room;

such lunch is served by ordered personnel;

the main purpose of lunch is a business conversation, which begins with general phrases, gradually moving on to the topic;

at this informal meeting, jokes, touching on abstract topics will be appropriate, but correctness and tact in everything is required.

Telephone etiquette in business communication

During telephone conversations, etiquette in speech is essential, since the interlocutor does not see, but only hears you. It is important to monitor the speech volume, clarity, speed, and also observe the following rules: the call must be answered no later than 3 rings. In the event that you call yourself, then hang up not earlier than 5 rings.

There should be a greeting at the beginning of the conversation. Before starting a conversation, ask if it is convenient now to communicate with your interlocutor. In case of refusal, specify when you can call back. The initiator ends the conversation, and also calls back after the interruption of the telephone call. If your call is on behalf of a third party, for example, you are a secretary, then name on behalf of which company you are calling and summarize the topic of the upcoming conversation. If you are a third party yourself and are asked to connect, clarify the purpose of the conversation.

Make all personal calls outside of business hours. They promised to call back - be sure to call back. Pay attention to your tone of voice, do not chew while talking. Give the interlocutor the opportunity to complete their speech themselves. Do not cross-talk with other people during phone calls. If the connection is poor, then it will be correct to continue the conversation after a while. In this case, either party can initiate the end of the call.

Speaker of the Medical and Psychological Center "PsychoMed"

The posture, gestures, signs of attention shown to a business partner have meaning and carry a semantic load. Even silence is part of the interaction. Businessmen do not forget that they are communicating with partners, even if the topic of conversation shifts to a sphere that is not related to the case.

Communication rules

The more literate a person behaves in a professional environment, the better other people treat him.

5 rules of communication in a business environment:

Focus on mutual understanding

Business communication is about finding a compromise. It is accepted to be ready, open to perception and exchange of information with a partner. It was unethical to provoke the interlocutor into a conflict or avoid contact. Attention, respect and interest in the interlocutor's speech is expressed in the look, gestures, the ability to listen without interrupting.

Speech should be clear, legible, unhurried and non-monotonous.

In general, any extremes in speech should be avoided. When a person speaks too quietly, indistinctly, quickly, or, conversely, too slowly, his speech is difficult to perceive, becomes incomprehensible and unpleasant.

In addition, if the subject speaks moderately loudly and with utmost clarity, his partners get the idea that he is a mature person and a self-confident person.

Thoughtfulness of speech

The speech should be composed, or better written. Business people, before starting a conversation, mark for themselves topics and issues that require discussion. The report or public speech is built according to the plan, the introduction, the main part and the final conclusions, the results are signed.

Ability to ask both open-ended and closed-ended questions

How the question is sounded will determine the answer. If the question involves the answer "yes" or "no", the interlocutor will have to answer clearly, if the question remains open, he will have the opportunity to express his point of view. Overly direct, tactless questions should be avoided.

Inappropriateness of long phrases and complex sentences. Short meaningful phrases save time and make information easier to understand.

Compliance with all the principles and rules may seem problematic, but difficulties are overcome by working on yourself. The ability to communicate in a business environment comes with experience in business interaction.

Language of communication in a business environment

Language is used to refer to the sign system through which people think and speak. It is also a way of expressing a person's self-awareness.

The language of business communication is an official business style of speech designed for communicative interaction in a professional and business environment, as well as in other related areas.

Business language is a system of communication in oral and written form that regulates working relations.

The official writing style has the following features:

concise presentation of information;

strictly required form;

special terminology, clichés, clericalism;

the narrative nature of written speech;

almost complete absence of emotionally expressive means of speech.

Business oral speech has three components:

content component (characterized by clarity and consistency);

expressive component (characterizes the emotional side of information);

an incentive component (acknowledged to influence the feelings and thoughts of the interlocutor).

The language of business communication of the subject of interaction is assessed according to the following indicators:
In a professional environment, it is customary to adhere to etiquette, general norms of morality and ethics.

Business communication is based on the following moral standards:

honesty;

decency;

justice;

responsibility.

But the concept of business communication also includes the psychological aspect of interpersonal relations. They can be not only neutral-friendly, but also have the character of fierce competition and struggle.

Business communication is not only the ability to speak well, look good and do business, but also the ability to build interpersonal relationships.

Overcoming communication difficulties

Even observing all the rules of business communication, you can face such psychological barriers:

Motivation barrier. When the interlocutor is simply not interested in the subject of the conversation and it is not possible to interest him. Such a barrier is an indicator that one partner treats the other not as a person, but as a means of achieving a goal.

Moral barrier. When the interlocutor turns out to be unscrupulous, dishonest, inclined to deceive a person. He uses business communication as a way to hide malicious intent. The better the immoral intent is masked behind the ability to speak and behave beautifully, the more difficult it is to overcome this barrier.

Emotion barrier. Negative emotions, feelings, thoughts in relation to the interlocutor do not allow building harmonious relationships. Business communication will be useless, ineffective if partners treat each other badly.

To overcome the difficulties of business interaction and win over the interlocutor, you should follow the recommendations:

Address by name

Such treatment is a sign of respect and consideration. All people love to hear their name and they better perceive the information pronounced immediately after it.

Smile

It is not always appropriate. More often, important questions require concentration of attention and seriousness, which, naturally, is expressed in restrained facial expressions. But a smile is a means that evokes sympathy and willingness to make contact.

Compliments

Kind and unobtrusive pleasant words will brighten up any communication, especially strictly business. It is customary to say sincere, but restrained compliments.

Attention to personality

When communicating on business topics, one should not forget that its subjects are people with their own characteristics. Everyone and everyone likes it when they listen to him carefully, take an interest in him, support and respect him.

Honesty and decency

Concealment or distortion of information sooner or later becomes clear, and once a damaged reputation and lost trust are difficult to return.

You can learn the basics of business communication on your own or get the necessary knowledge in educational institutions, courses or seminars.

The art of communication in a professional environment is comprehended in practice, when an individual begins to act and behave like an honest, reliable and cultured person, and a professional in his field.

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

Rule one

Time is money

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

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

There is only one way out: every business person must know and master the basics of time management, be able to plan his working day, correctly sort cases into important and urgent ones, delegate some of the routine tasks and control the course of events.

Second rule

Compliance with the dress code

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

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

Rule three

Desktop as a mirror of the inner world

Order on the desktop - order in the head. This old postulate should be carved in gold letters on the doors of any business office. You don't have to be a psychology guru to understand how and which employee works just by seeing their desk.

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

Pristine clean, without a single unnecessary thing.

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

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

Which employees, the owners of these desktops, are the most interesting for the employer?

Rule four

Literate speech, business writing style

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

The fifth rule

Respect for the interlocutor, partner, client

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

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

Rule six

Compliance with commercial secrets

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

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

Rule Seven

At work - work!

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

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

Rule eight

Ability to listen and hear the opponent

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

Rule nine

Telephone etiquette

Business communication is impossible without telephone conversations, ethics in this case helps to quickly establish relations and conduct negotiations with dignity. Many business partners and clients judge the company by phone conversations and employee responses over the phone.

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

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

Rule ten

Naticket - etiquette of communication on the Internet

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

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

Rule eleven

Reception of delegations

The protocol reception of delegations is a separate part of business etiquette, including a long list of actions for meeting, accommodation, presentation, acquaintance of delegation members with representatives of the host side. Business meeting minutes, presenting gifts, business souvenirs, flowers, company and product presentation, behavior at a buffet or banquet - all these issues are scrupulously described in thick books on business protocol.

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

Rule twelve

Business negotiations

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

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

Rule thirteen

The boss-subordinate relationship

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

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

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

Rule fourteen

Team relations between employees

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

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

Rule fifteen

Business gestures

This part of business etiquette deserves several volumes of description with colorful pictures. Gestures, manners, facial expressions can tell more words about a person. The employee's movements during working hours should be energetic, not sluggish, not slowed down. Gait - confident, while swinging your arms and taking very large steps is not recommended. Erect posture, confident gaze, lack of fuss in movements are signs of a person of action.

A handshake is the only tactile gesture of touching an interlocutor that is allowed in a business environment. Patches on the shoulder, warm hugs, kisses, and other gestures of friendliness are possible only among very close partners and relatives. When shaking hands, the hand should not be lethargic, damp or cold. It is not customary to shake or squeeze the interlocutor's hand for a long time.

Controlling words, text or thoughts is not difficult at all, gestures and facial expressions are much more difficult to control. An intelligent interlocutor will instantly understand the intention or deception by certain gestures and body movements. Business literature offers to help books by Alan Pease "Body Language" and Paul Ekman "The Psychology of Lies. Fool me if you can "

Notes in a business notebook

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

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

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

No business can exist without the necessary order. The communicative side of this sphere is always determined by business Etiquette.Its main task is to organize and organize the activities of the involved specialists, partners and management.

What are the characteristics and general principles of business ethics and business etiquette

Ethics is a system of moral and ethical norms accepted in society.

Etiquette is a set of generally accepted specific rules and laws of behavior.

Business etiquette is one of the components of ethics. Without knowledge in this area, the likelihood of success in any chosen field of activity is minimal.

The correct choice of appropriate and relevant expressions, phrases, gestures demonstrates the excellent upbringing and education of any person, forming the best impressions about him in the work environment among colleagues and superiors.

The need to comply with the rules of business etiquette is primarily due to the fact that they:

form a favorable positive image;
accompany the positive conduct of any business dialogue;
provide options for inconvenient or emergency situations;
open up more opportunities to achieve their goals.

In most cases, business etiquette in professional activities eliminates the likelihood of unforeseen situations or turns in a business conversation. As a rule, this obliges to conduct all procedures and conversations according to a more or less standardized order, therefore you can rarely expect something unexpected.

What rules dictate etiquette of business correspondence

The rules of business etiquette apply not only to the relationship between a person and an organization, but also to the situation in the company itself. It is necessary to engage in conveying information to colleagues, and verify that feedback is received.

By a beautiful and correct style of writing, one can understand not only business qualities, but also a person's personality. Moreover, it can be considered an excellent discipline.

Remember: a business letter is often the first contact by which the person who wrote it and, especially, the entire company as a whole, will be judged. And this is a great way to establish yourself as a professional and specialist from the very beginning.

There are elementary rules, the so-called etiquette of business writing, the observance of which will make life easier for both the writer and the reader.

Rule 1. Letter to one addressee

Rule 2. If you receive a letter - you simply MUST answer

It is important not to lose the thought of the message while writing. Only the essence should be displayed in a dry and clerical style. Business letter etiquette obliges you to compose a response so that it is perceived only literally and accurately. Do not forget that each letter requires only one answer. This completes the cycle.

Rule 3. If you need the meaning of your letter to be understood by several interlocutors, then just add their addresses to the line "Cc"

If you need an answer from only one specific person, and the rest just need to get acquainted with them, then address the letter to him, and for the rest, make the label "copy". According to the rules that establish the etiquette of business correspondence, the main addressee is obliged to send you an answer, at least briefly and out of courtesy. The rest in such a situation are not obliged to answer, only if they personally do not want to do it. In general, copies of the letter are needed only for one purpose - to inform.

This applies to mailings of prices for customers or clarifications on work for employees. In general, there are very few reasons for such a letter, so you should not resort to mass mailing often enough.

Rule 5. The letter should always indicate the subject. For such purposes, it is worth using the window with the name "Theme"

Business etiquette obliges you to be able to save other people's time. If you have indicated the subject of the letter, then it is easier to find it by searching if necessary. And it will be easier for your interlocutor to navigate in his mailbox, therefore he will answer faster.

Rule 6. In a letter - first a greeting, then - an appeal to the addressee

It doesn't matter to whom you are going to write the letter. If you call a person by name and patronymic, he will automatically assume that you treat him with respect. This will help establish contact.

Rule 7. Writing literacy comes first!

A message with errors always causes subconscious hostility towards the interlocutor. Therefore, you should never be lazy, and it is worth rereading the text and checking it for spelling and punctuation.

5 awful phrases to start with

The editors of the General Director magazine found out which first sentences do not inspire the reader, but, on the contrary, force them to delete the letter.

6 rules of business etiquette

The goal and logical conclusion of the negotiations (when compared with a business meeting) is a signed agreement or protocol of intent. In this regard, it is necessary to prepare very carefully for negotiations, to focus not only on the meeting itself, but also on preparing for it. Your speech at the event, of course, includes your interests, but how to organize the meeting itself - the etiquette of business negotiations will help here. And in no case should you forget about these rules:

Rule 1. Arrival

Naturally, you should never be late. From an official position, such behavior is a violation of protocol, from a moral one, it can be perceived as disrespect or even a personal insult. If you are late for a couple of minutes, and if unforeseen circumstances are to blame, business etiquette obliges you to apologize to the host. If the delay lasts more than a quarter of an hour, then according to business etiquette, the general director of the receiving party has the right to cancel the meeting or delegate to her subordinate.

Rule 2. Place of meeting

If we talk about important business negotiations, then the place of their holding should be chosen an office or a neutral environment. Contrary to TV series and movies, business etiquette dictates that a restaurant or sauna is not the place to make business decisions. The restaurant can be chosen for a business lunch. The ego's goal is to maintain partnerships or discuss interests, to celebrate the successful outcome of negotiations, but not for other cases.

The place of negotiations can be assigned to your office or the territory of partners. Sometimes the best solution is to choose neutral territory. In many business centers and hotels it is possible to rent an office (conference room) for the purpose of negotiations. At the same time, the institution is fully engaged in the service. This also applies to technical nuances and room preparation.

Rule 3. Meeting guests

In the event that the company is the host party, the full composition of the delegation must be in the meeting room without delay. Meeting guests and accompanying them to the place is handled by a partner who does not take part in the negotiations himself. As the business etiquette of the leader says, the first greeting to the interlocutors should be given by the CEO of the host country, then the guest leader. After the exchange of greetings has taken place, an invitation should come from the head of the receiving party for everyone to take their places.

Rule 4. Commencement of negotiations

The etiquette of business communication states that the beginning of negotiations and the care that there are no long pauses in them lies entirely with the CEO of the receiving party. If the silence lasts too long, then guests may consider this a sign of the end of the meeting. In addition, you should not suddenly touch on the main topic of the negotiations. Good form is to talk about neutral things first, like the weather or past favorable cooperation. You cannot raise controversial topics about which the meeting participants may have different opinions (religious, national, political issues, sports, etc.). After that, it is the responsibility of the host leader to start discussing the main topic of the negotiations. He can do this with other members of his delegation, advisers and experts. You cannot interrupt the speaking partner.

Rule 5. Duration of negotiations and meetings

If we talk about Russia, Western standards and norms of business etiquette do not quite work: the duration of negotiations between leaders can last several hours, but the final decision will not be made. According to the norms of business etiquette, the preliminary program should include the estimated duration of the event, on average it is 30-40 minutes. The maximum negotiations can last an hour and a half, but in this case it is worth considering the break and indicating its exact time. The clock at the event should be in plain sight. This helps the presenter keep within the allotted time, and no unforeseen situations occur in this regard.

Rule 6. Completion of negotiations

It is not a bad idea to start relaxing the atmosphere by the end of the event. For example, the CEO of the host country may propose to continue negotiations without jackets. Business etiquette freely allows you to go to such a measure after the minutes of the meeting are over and filming is terminated. The heads of the guests' delegation have the right to close negotiations when any decision is made and documented. The authorized persons of each party sign this document, and both parties receive their copy of this paper. A little later, the results of the meeting are recorded in the report and sent to both parties for their agreement. Agreements of negotiations, regardless of their form (written or oral), must be observed. Otherwise, it is a violation of the main principle that dictates business business etiquette.

Negotiation etiquette: rules that are easy to remember

How business telephone etiquette can affect a company's image

Often, for a business relationship to become long-term, a large role is assigned to the telephone conversation. It is not worth comparing it with a personal meeting, when special attention is paid to gestures, duty smiles, room decor, and a strict business suit.

The reputation of a company, in general, often depends on how well the telephone calls are conducted. This is why business telephone etiquette is so important.

Basic rules of telephone etiquette

If someone calls you, you should always greet them. If you make a call, don't forget about it too.
Pay attention to your intonation.
When calling the company, never say phrases containing the expressions "disturb you", "disturb you".
Presentation is an important part of etiquette.
When talking with a specific interlocutor, be sure to find out if he has time for a dialogue now.
If they call your company, you should answer no later than three calls.
If the caller wants to speak not with you, but with another employee of the organization, do not hang up. It is necessary to transfer it to the required employee using the call hold function.
When talking with a new interlocutor, be guided by his speech and try to adjust to its speed.
Do not smoke, chew, or drink while on the phone.
Finishing the conversation, check with the interlocutor about whether he has any questions for you, and only after that say goodbye.

It would be wrong not to mention cell phones, given how important they are to modern life. They also have their own business etiquette. Now this means of communication is simply necessary, and its advantages can be enumerated almost endlessly. That is why general rules of etiquette when using a mobile phone have been formed:

You should definitely study the instructions for your mobile device, paying great attention to the functions and characteristics of the device. Do not forget that there are situations when the phone should be set to vibration mode or even completely turned off. The latter is important to do in situations where you will not be able to answer an incoming call under any circumstances. If you are surrounded by people, business etiquette does not allow you to raise your voice when talking on a cell phone. On the contrary, it is worth speaking a little more quietly than under normal conditions.

You shouldn't talk in public catering places. If such a need nevertheless arises, ask the interlocutor to wait a couple of minutes and go to the pay phone. Do not forget that a loud bell should not be set in any situation. If, nevertheless, you have not figured out this function, and the phone rang, apologize, but do not start making excuses. It just sounds awful.

Voicemail is a feature that you shouldn't forget. In addition, before entering places where communication can be cut off (elevator, basement), you should warn the interlocutor about this and end the conversation. If your phone rang when you are not alone, business etiquette allows you to have a conversation for a maximum of half a minute. If there is a private meeting, your phone should not ring during the meeting. If you are expecting a very important call, warn people in advance and apologize to them.

Business etiquette does not imply specific rules for all situations and conditions. Some elements of such regulations are subject to change. For example, this applies to informal meetings. Here, although many omissions and indulgences are allowed, this also does not apply to everything. Clothing must still be neat and good, and speech must be cultured and clean. In general, behavior and demeanor should still be adequate. But a number of concessions are allowed, and one can feel freer. This also applies to other situations, which must be strictly guided by and be able to distinguish when and how to change your adherence to business etiquette.

Predictability

It is imperative to be able to show respect for other people at work - this is the basis on which business etiquette is built. This applies to absolutely any aspect. During speeches or debates, you need to listen to the speech to the very end, without interrupting or interfering with speaking. First of all, it improves the image and impression of oneself among others, and secondly, it encourages everyone to treat themselves also during their own statements. It is important to be able to admit someone else is right. Even if one of the partners with his views proves the erroneousness of the views of the second, the second must at least listen to this and, if the arguments are really in favor of the first, accept it. Rationalism and the pursuit of truth is what works in the hands of business. It is also important to remember to thank your opponent after the debate, thereby expressing respect.

Consideration of the situation and its relevance

Every employee is obliged to carry positive things with them. Even in difficult times and in difficult conditions, it is extremely important to strive to be positive yourself and to infect colleagues and partners, bosses and managers with this. This approach will make the atmosphere within the company positive, which will certainly affect the efficiency. Even hard times are easier to get past if all colleagues are united and start to relate to work with joy. Negative topics of conversation should be avoided or talked about superficially if you can't get away from the conversation.

Respect for the opinion of others

Employees must be privy to the organization's hierarchy and treat it appropriately. The subordinate should not be rude to his superiors, he is obliged to listen carefully, without interrupting, and so on. The manner in which employees communicate at all levels of the hierarchical ladder must be clearly marked and strictly observed. But at the same time, she must not be humiliating or offensive to those who are lower in rank. It is important to remember that the executive's business etiquette must be present.

The positiveness of the impression

Considering all the features of business etiquette, one can count on a successful result of any negotiations, career growth and other victories of various sizes.

Mobile etiquette: how not to destroy your image with five missed ones

What is the role of etiquette in business communication

The social behavior of people (employees, management, partners, clients) is determined by a wide range of different factors - legal, regulatory, statutory, and administrative. Even the economy and the level of technical equipment of the enterprise can have an impact. All this directly affects the degree of interaction of employees with representatives of other groups - suppliers, customers, and so on.

Typically, workers and management, as well as the accompanying individual units, are influenced by two types of social norms.

Formal - official norms determined by the regulations and rules of the enterprise, which are described in special documents. Such norms are based on the preferences of the company, the legislative peculiarities of the state and region, and so on.

Informal - gradually emerging non-statutory forms of interaction, which are determined by the mood and nature of the internal team, external factors and working conditions acting on them.

At the same time, it is necessary to note the objective basis of the established informal norms, the so-called business business etiquette. Such social norms will be regulated and undergo changes only if they reflect the actual processes and aspects that arise during the performance of a particular task assigned to the collective.

The norms of business etiquette are included in the system of control of informal relationships within the enterprise.

Compliance with these norms is certainly accompanied by an assessment of the social environment (colleagues, bosses) for compliance with the established norms, behavior and laws of the organization. On the basis of this, a collective attitude towards a specific individual is formed.

As an integral part of the system of social norms of relationships, the principles of business etiquette perform the following functions:

They provide stability and order, acting as a regulator of social relations at various levels.
Increase the efficiency of working and business relationships both within the team and with external representatives.
They allow you to improve the quality of communication with clients and partners, increasing the level of mutual trust and attraction.
They carry out a disciplinary function through the formation of hierarchical structures, help to identify differences in status within and outside the team.
They combine the norms and requirements of members of a social group both to new members and to each other. In other words, they act as organizers and factors of rallying, uniting the group.
They help the individual in the process of joining a new team of which he is a part.
They help the individual to navigate in various communicative and other situations, finding the correct exits and solutions.

The main rules of business etiquette that every manager should know

Rule 1. Be punctual

Appreciating time in business is a paramount task and an indicator of good form. Punctuality allows you to be effective in achieving any goals. The inability to organize in time, incorrectly calculating their strengths and the speed of completing the task, leads not only to the creation of a bad image. In business, all employees are interconnected, so the delay of one inexorably entails delays and complications in the work of the other. According to the domino principle, the effectiveness of the entire department, and maybe the organization, decreases. Therefore, the etiquette of a business person forces him to be able to calculate his strength and time, being able to clearly understand how to solve problems on time. At the same time, we must not forget to allocate additional time for each goal in order to take into account all possible complications and problems.

History practically knows no examples of successful and legendary businessmen who would achieve their fame and fortune alone. Behind each of them is a team, work with other people. All this had a decisive influence on the development of young companies. Therefore, it is important to always be honest with those with whom we cooperate and work. This will provide the individual with the support of the team and even the bosses. Those who are ready to go “over their heads” to the goal end up with nothing. After all, it is very difficult to achieve success by turning people against yourself. It is important to take into account the interests and motives of both colleagues and partners, and even competitors, always trying to look for mutually beneficial solutions. Do not forget about business etiquette in professional activities.

Rule 3. Speak and write correctly

Competent speech, both oral and written, has always been the key to successful people. Not a single serious person will deal with someone who uses obscene or simply slang words and expressions in his speech, poorly structured his speech, and also writes illiterately. It is important not only to be able to speak beautifully and clearly - you need to have oratorical skills and fully know the etiquette of business communication in order to achieve maximum success in any business. We are talking about both career advancement and deals with partners.

Rule 4. Dress according to your office setting

Business is not a place where you should strive to show your individuality. Business etiquette will clearly oppose a top manager's decision to show up for an important interview wearing a bright yellow shiny synthetic suit. It is important to follow the general tone of the office dress code, even if it is not officially established. You always need to be neat, stylish and be able to demonstrate by appearance that you belong to this team.

Rule 5. Don't say too much!

Even if an employee is not subject to any laws on keeping trade secrets, he should still be able to determine what can be said about work to outsiders and what is not. Excessive talkativeness not only creates not the best image, but can also harm the business of the company. And for this, no one will pat on the head.

Principles of Business Etiquette

Principle 1. Common sense. In the business of creating etiquette within the enterprise, one must first of all be guided by common sense. If the rules contradict him and go contrary to it, then there will be no logic in this. Corporate business etiquette is always aimed at maintaining order, organizing and optimizing the process, as well as saving time. If the norms of these tasks are not fulfilled, then there is no need for them, since they are likely to be harmful.

Principle 2.Freedom. With all the order that the rules of business etiquette create, it is important to leave room for freedom for both employees and partners. Full control will never attract people, even at the expense of the prospect of good gain. At the same time, moderate opportunities for self-realization, individualization and the availability of choice make the company not only attractive to everyone, but also open up new opportunities for development. Of course, freedoms should also be relatively limited, based on the rules of the work schedule, company profile, political and governmental aspects, cultural and national preferences, and so on.

Principle 3.Ethics. One of the main functions of business etiquette is to focus on maintaining more than just order within the company. It is important to adhere to the norms of business etiquette and guide employees to the right and good intentions. An atmosphere should be created that will be positive for each employee, taking into account the national, political and personal characteristics of each. It is difficult to ideally create a direction for a company, since the concepts of "good" and "evil" are very complex in themselves. However, it will be easier and more interesting for employees to work if they work for the good of some good cause.

Principle 4. Convenience. It is important that the Business Conduct Clauses are employee-friendly. If the standards will shackle them, make them feel uncomfortable, and force them to put up with the state of affairs, then it is foolish to expect the employee to be fully committed to his work. If each of them is fully attracted to their work, feeling the joy of sharing the successes and moments of the work process, then the overall efficiency of the enterprise will be much higher. These requirements of business etiquette have always been in place - if employees or partners feel comfortable and their love for the company is provided not only, for example, by good wages and a social package, then their dedication to the cause will be unconditional, as will the calculation.

Principle 5.Feasibility. Any prescription for business etiquette must have a purpose. Business is not a place where something can exist just like that. Therefore, each norm must have a function and the essence of the work, otherwise such an approach will be ineffective and simply unnecessary.

Principle 6.Profitability. A culture of business etiquette, even as attractive as it is, should not ruin a company. The costs of complying with the firm's ethical standards should be reasonable and as low as possible. No business will be profitable if it spends significant funds on internal statutory elements that do not directly affect the core business of the company. This will lead either to a decrease in the profit of the organization itself, or to a decrease in the wealth of individual employees. In any case, moral values \u200b\u200bare not worth it.

Principle 7. Conservatism. Moving forward does not always lead to better results. As for ethical norms, it is better to focus on traditions that have developed over the centuries. They are determined not only by the general direction of the organization's activities, but also by state history, the course of the government, popular sentiments, and so on. The pursuit of cutting-edge trends, as well as the creation of independent new motives, can cause rejection from other enterprises or companies that adhere to conservative views. Fidelity to tradition and culture of business etiquette is what unites and has already been tested for many years.

Principle 8.Ease. Business etiquette must be simple to follow in order to independently develop employees' automatic performance without coercion. Such norms should be easy, interesting for the employees themselves, capable of being built into the original model of human behavior. If they cause psychological rejection, seem like an unnecessary routine and have an unpleasant effect on a person's personality, he will not follow them and will not work effectively either.

Principle 9.Universalism. Any norms should be multifaceted and strive to influence several important points in planning, production or other business-critical processes.

Principle 10. Efficiency. There should be a result from the implementation of ethical norms. This should unite the team, raise their spirits, increase the speed of signing contracts, and help build relationships with partners. If norms do not provide tangible benefits, they should be discarded as an unnecessary mechanism within the organization.

Also read

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 do not need 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, in business etiquette everything is the other way around: 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, a lady) - your palm should be under the palm of the interlocutor. And, by default, the palm should be dry and clean. "

No smoking 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

Leaving strangers, you do not have 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 be prepared - this will save time and create conditions for effective communication.

As for the composition of the delegation, there should 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. There you can also arrange a protocol visit.

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

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 speech rates. Women, as a rule, speak faster (there is even a joke: “Women speak twice as fast as men listen”). Adjust the 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 it 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 create 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 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: