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Etiquette of work in business networks. Etiquette of gifts in the business sphere. Phone business rules

Decent behavior during communication is a direct indicator of the level of our culture. And in modern society rules of conduct do not play last role. The overall impression of a person has a direct impact on his reputation and status. Knowledge and observance of the rules and norms of etiquette, the ability to make a good impression, build effective communication are important elements in human life. That is why many business partners turn to Special attention on the behavior of the people around.

Peculiarities

Etiquette includes moral and moral concepts, norms and principles of behavior and communication of people, which we must use not only in society, but also in the family, when communicating with colleagues at work. Special meaning has business etiquette.

It is not enough to just be an educated, cultured, well-mannered or polite person - you need to follow a whole set of rules so that you are valued in society as a professional. Compliance with the norms of business etiquette is the key to success in the business environment.

Conscientious work, high awareness of public duty and mutual assistance - all these qualities in business ethics must be able to educate and improve in oneself. And correct and competent speech, image, ability to stay in society and understanding the intricacies of non-verbal communication will help win over people.



Key features business etiquette.

  • In business etiquette, under the concept freedom it is understood that ethics should not interfere with the free will of all partners. In a business environment, you must value not only your freedom, but also the importance of trade secrets and the freedom of action of partners, that is, not interfere in the affairs of other companies and not interfere with the choice of methods for fulfilling agreements. And also freedom implies a tolerant attitude towards religious and national characteristics interlocutors.
  • Particular attention must be paid to your speech, this will help politeness. When communicating with colleagues, partners and clients, the tone and timbre of the voice should always be welcoming and friendly. Respectful attitude helps not only to keep good relationship, but also helps to increase the company's profits.
  • Tolerance and Tolerance are understanding and accepting the shortcomings or weaknesses of partners, clients or colleagues. This attitude contributes to the establishment of mutual trust and understanding.

It is important to remember that communication should be completely oriented towards goodness. Rudeness and unkindness are not applicable when communicating in a business environment. Even a dishonest partner must be treated favorably, control himself and remain calm and ethical in all situations.


  • Tact and delicacy expressed in the ability to listen and hear the opponent. When communicating with an interlocutor, one should always take into account age, gender, religious beliefs, moreover, when communicating, unacceptable topics should be avoided. This fact must be taken into account when negotiating with foreign interlocutors. The customs and traditions of other countries may seem strange and incomprehensible, and the behavior and actions - unceremonious or familiar. It is customary to give compliments, but at the same time it is important not to cross the fine line of delicacy, and not to turn into hypocrisy. It is only important to be able to hear and make the right counteroffer.
  • Punctuality and responsibility- one of the key principles of culture. People who do not know how to manage their time, who are late for meetings and meetings, leave an indelibly negative impression. Day modern people scheduled literally for minutes: time is valuable not only for you, but also for business partners, colleagues and subordinates. Being late for more than 5 minutes is regarded as a gross violation of business etiquette. And even the most sincere apology will not be able to make amends.
  • Justice It consists in an unbiased assessment of the individual qualities of people and their work. It is necessary to respect their individuality, ability to perceive criticism and listen to recommendations.
  • Performance and responsibility means the ability to take responsibility and complete work on time.



Further cooperation with people depends on compliance with the basic principles of etiquette. Violating certain rules in society, you risk your image, and in the business environment - the reputation of the company, and such mistakes can cost a lot of money or a career ladder.

Each environment and industry has its own rules of etiquette. For example, for people working in international area, it is necessary to adhere to the rules of good manners adopted in other countries.


Functions

Basic functions of business etiquette.

  • Socio-cultural: the acceptance of the individual and the group increases the efficiency of business interaction and optimizes work activities: the formation of rules and norms of behavior is necessary not only in the business environment, but also in all aspects of human life.
  • Regulatory allows you to navigate in a difficult or non-standard situation, which ensures stability and order. Standardization of behavior facilitates the process of establishing communication in any typical business situation. This avoids mistakes, troubles and stress. Helps to reach mutual understanding and save time when negotiating. Formation of a positive image of the company and the leader in the eyes of employees, customers and partners.


  • Integrative function ensures the cohesion of the group. Socialization allows even a beginner to cope with the tasks with the help of a working template. It contributes to the development and formation of personality, allows you to solve a disciplining problem and master the rules of business etiquette in a short time.
  • Communicative function correlates with maintaining good relationships and avoiding conflict.

Business is the coordinated activity of a whole multitude of people. And the effectiveness of the company's work depends on the ability to establish connections and maintain good relations not only with employees, but also with partners and customers.


Kinds

The rules of business etiquette must be observed in all life situations, regardless of the circumstances. Business etiquette is applicable:

  • at work;
  • in telephone conversations and business correspondence;
  • at official receptions or business dinners;
  • in travel.



It is necessary to observe the basic moral and ethical standards in any situation. There is a so-called rule of "first seconds" when you can create the first impression of a person. It includes greeting, handshake, introduction and first address.

Sign language allows you to learn much more about character than words and appearance. Non-verbal signs reflect the essence and inner world of a person, for example, crossed arms or legs signal distrust, tightness or insecurity.

It is impossible not to note the egocentrism, which is often attributed to negative connotations, on the contrary, such behavior says that we have a professional in his field, he can negotiate and not forget about his point of view. Such a person is interested in a positive outcome of the dispute, but will undoubtedly defend his point of view.


Basic rules and regulations

Ignorance of the basic postulates of etiquette creates many problems and sometimes leads to the destruction of a career. Today, business in Russia has its own specific features in ethics - thus formed new culture business communication.

It has many rules and requirements that must be followed. Some components have already lost their relevance. For example, it used to be that a woman should get out of the elevator first, but now the norms of etiquette say that the first one out of the elevator is the one who stands closest to the doors.


There are eight main areas in business etiquette.

  • positive attitude and a friendly attitude towards employees and partners allow you to positively endear yourself to people.
  • Subordination: for different people there are ways and manners of communication, you must always remember with whom you are talking. For example, with a project manager, you can have friendly relations and communicate with each other on “you”, but at a meeting with partners, only addressing to “you” and by name and patronymic is allowed.
  • When greeting You should not be limited only to the phrases “Hello” or “Good afternoon”, it is also necessary to use non-verbal gestures: a bow, a handshake, a nod or a wave of the hand. Also, do not forget about the simple words of courtesy "Thank you", "Sorry", "All the best", etc.
  • Handshake- an obligatory element of greeting, farewell and conclusion of an agreement, which gives the mood for further communication. The first one extends his hand to a person who is younger in status or age. But if there is a dialogue with a woman, then the man is the first to extend his hand. But a woman is always the first to greet her boss or manager.



  • In a business society there is no division of people by gender, only service ranks are taken into account. In any circles, the youngest person in rank or age is the first to introduce and greet. There is the following order: first they introduce the youngest to the elder, to the man - to the woman, the lowest in status - to the leader, those who are late - to those who are waiting. During the greeting and introduction it is necessary to stand, but the woman can sit. But if you are the leader and the host at the same time, then you should say the first word.
  • To any person with whom you have business relationship, necessary treat with respect, you also need to calmly and adequately perceive criticism and advice from the outside.
  • Don't talk too much– the secrets of an institution, company, partners or colleagues must be kept as carefully as personal ones.
  • Acceptance or delivery of flowers, gifts and souvenirs as part of business ethics allowed. The occasion may be personal events or corporate achievements. For the leader, it is better to make one gift from the team. A personal gift is best done with closed doors and on a solemn occasion. A present to a colleague or colleague can be made for any reason - but in this case, as a rule, the principle “you - to me; I to you." A congratulation from a manager to a subordinate is usually done individually or publicly, but then all employees are given the same gifts.

Business correspondence

An educated and cultured person can always competently express his thoughts not only orally, but also in writing. The main requirements for maintaining business correspondence is brevity, conciseness and correctness. There are basics for the design of business letters and documentation.

  • The letter must be correctly composed without spelling, punctuation and stylistic mistakes. The style of communication is business-like, with the use of bureaucracy.
  • It is necessary to determine the type and urgency of the delivery of the letter.
  • Any official appeal must comply with accepted and valid templates. It is advisable to draw up a letter on the official letterhead of the company or division. Each appeal or response must be named and personal.
  • You must specify the recipient's initials, position, division or department to which the letter is sent. Be sure to specify the sender's details with expanded contact information, indicating the name of the company and the position of the employee.


  • Shouldn't be used a large number of professional terminology, and ambiguous expressions and jargon should be avoided.
  • The main part of the letter consists of an introduction and a description of the purpose and subject of the conversation. The text should be convincing with sufficient arguments and not exceed 1.5 pages. The sender's signature is put at the end of the letter.
  • If the letter has an international focus, then it must be written in the language of the recipient.
  • When sent by email, pay attention to the "subject" field. The line indicates: document type, subject and summary.


Business conversation

Etiquette directs communication in the right direction, ensures the professional activities of managers and subordinates with relevant standards, rules, and norms. As Dale Carnegie stated, only 15% of success depends on professional achievements and knowledge, and 85% from the ability to communicate with people.

Business protocol is driven by rules and regulations. There is a technology that allows you to quickly and easily establish contact, here are the main recommendations.


  • Avoid conflict situations- do not use categorical statements, criticism and take into account the interest of all parties in resolving the case.
  • Take care of your wardrobe - a casual appearance, a shabby suit and an untidy haircut are regarded as neglect and negatively evaluated by others.
  • Keep a few business cards in your jacket pocket. Their absence is considered a sign of bad taste and will be perceived from the negative side.
  • If you are just getting a job, then try to behave calmly and confidently at the interview. Watch your posture and walk into the office with your head up. Do not rush to sit on the first chair, wait until you are prompted to do so. Communicate politely and confidently, keep your legs parallel to each other and do not cross your arms.



Ethics is understood as a set of norms of human behavior, and if this definition is extended to the professional field, then business etiquette will consist of the principles of behavior of people engaged in entrepreneurial activities.

What is business etiquette?

From how a person observes the rules and conventions of business etiquette, his image as a businessman depends. Thanks to this, it develops positive image in the eyes of partners, acquiring the color of personal charm. The principles of business etiquette include:

  1. Honesty and Integrity. A businessman who has deceived once will no longer be trusted, and his reputation will deteriorate forever.
  2. Freedom. It is not customary to interfere in the affairs of your competitors and partners.
  3. Tolerance. In relations with partners, rough edges and conflicts cannot be avoided, but if you behave tactfully and delicately, you can smooth out sharp corners and come to a consensus.
  4. Justice. This principle of business etiquette is based on the recognition of a person's individuality, an objective assessment of his personal and.
  5. business culture. That is, every businessman must be a cultured person.

Business Etiquette

The norms of behavior and relationships of people in the workplace are of great importance, because business etiquette is the same secular, but with military elements. Here, subordination comes to the fore, while less importance is attached to age. Here are some of the hard and fast rules:

  1. “Time is money” is what experienced businessmen like to say, who value punctuality in partners most of all. If a person cannot organize his own time, then how can you build cooperation with him?
  2. Compliance with trade secrets. An employee applying for a position in a new company and disclosing confidential information obtained at the old place of work will simply be turned away.
  3. Do business. By career ladder those who work are promoted while others go about their business.
  4. The basic rules of business etiquette include receiving delegations according to the protocol. It is necessary to know how to properly meet, introduce and accommodate people, taking into account the peculiarities of national traditions.

Business workplace etiquette

A person can be sloppy in everyday life and even see some kind of organization in chaos, but at work he cannot afford this. business etiquette in professional activity is built on the order in the workplace, because it is a reflection of the order in the head. It is not forbidden to have some of your personal belongings, for example, a framed photograph of the family, but each item should have its own specific place, and in general, they should all be kept in order and clean, because this is the key to productivity and personal comfort.

business correspondence etiquette

business phone etiquette

Talking on the phone is a whole art, and sometimes with one phone call you can solve something that could not be achieved during preliminary meetings or negotiations. Telephone etiquette calls for picking up the phone after the second or third ring. At the same time, the caller begins the conversation with a greeting, introduces himself and introduces the interlocutor to the problem, devoting 45 seconds to this. It can take from 1 to 2 minutes to discuss the situation itself, and 20–25 seconds are allotted for the conclusion. If a final decision has not been made, then it is worth agreeing to call again at a certain time.

Business gift etiquette

Every person has birthdays, anniversaries, other solemn dates, and not only relatives, but also colleagues congratulate him. The etiquette of a business person imposes its own restrictions on this process, but you still need to be able to choose a present for business partners that will allow you to demonstrate attention and respect, gratitude and interest in cooperation. Business etiquette provides for the division of corporate gifts into the following categories:

  1. Corporate souvenirs - gizmos with a slogan or company logo.
  2. Printing products - notepads, organizers, pens, posters, etc.
  3. VIP gifts. Such products are made to order, taking into account the nature, hobbies and other passions of a particular person.

Business etiquette for women

Although gender differences do not come to the fore, they are also taken into account. The basics of business etiquette are such that a man greets a woman first, but if she goes in the company of men, she is the first to greet a colleague walking alone or in the company of another woman. The representative of the weaker sex gives the first hand to the man and you should not expect that someone will open the door in front of her, skipping forward - this is always done by the one who is closer to her, and she pushes the chair herself.

Etiquette in clothes for women

The appearance of a woman is identified with her abilities, so untidiness and unkemptness are unacceptable. A bright flashy image is not welcome as a challenge to society. The ideal choice is a concise color. Business etiquette imposes its own restrictions on many things, the length of the skirt should reach the knees, and a woman is obliged even in extreme heat wear tights or stockings. Shoes are welcome with heels at least with a closed toe and heel. Hair should be kept in a neat hairstyle, accessories used to a minimum and matched in harmony with clothing.

Hat etiquette for women

Initially, it was used to show respect and reverence, and later the functions of the hat were revised. The rules of etiquette for women are less strict than those for men. At work, a lady can do her direct duties without taking off her headgear, if this is part of a professional job. The etiquette of business communication provides for the presence in a hat at public events - tea drinking, lunch, during the performance of the anthem and raising the flag. But if the headgear is intended for the cold season, then it is removed indoors.

Business etiquette - manicure

Well-groomed hands are part of the image, which cannot be ignored. Women's etiquette provides for a regular visit to the manicurist. Peeling varnish can spoil the whole impression, so if it is not possible to update it, then the coating must be erased. Nail design should be chosen in concise, discreet colors. All kinds of decor in the form of rhinestones, stucco, etc. are excluded. The ideal option is, which can be reversed. Mixing no more than three discreet shades is allowed.


Etiquette - a woman in a car

A car is no longer a luxury, and transportation in the 21st century with its fast pace of life is a good help. Etiquette for women has not bypassed this aspect. The car must correspond to the social status. Being an ordinary employee and driving to work in a luxurious convertible is not accepted, as well as using an inexpensive car of a successful business woman. It is not customary to get into an elite car while dressed in sportswear, and driving an SUV in an evening dress is also inappropriate.

For woman great importance has a way to get into the car. First, you need to lower the pelvis into the chair, and after that, transfer both legs to the car. Get out of the car at reverse order: feet are put on the asphalt first. If a woman plans to ride in a company car with a driver, it is recommended to take a seat in the back seat diagonally with him. If she is not traveling alone, then you can’t sort things out, swear and quarrel, raise “heavy” topics, and this also applies to talking on the phone. It is also impossible to distract the driver from driving a car.

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

Rule One

Time is money

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

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

Exit one: every business person must know and master the basics of time management, be able to plan their working day, competently sort cases into important and urgent, delegate part of routine tasks and control the course of events.

Rule Two

Dress code compliance

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

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

Rule Three

The desktop as a mirror of the inner world

Order on the desktop - order in the head. This old postulate should be carved in golden letters on the doors of any business office. You don't have to be a psychology guru to understand how and which employees work just by looking at their desktop.

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

Virgin clean, without a single superfluous thing.

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

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

Which employees, the owners of these desktops, are of interest to the employer in the first place?

Rule Four

Grammatically correct speech, business style letters

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

Rule Five

Respect for the interlocutor, partner, client

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

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

Rule six

Compliance with trade secrets

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

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

Rule Seven

At work - work!

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

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

Rule eight

Ability to listen and hear the opponent

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

Rule nine

telephone etiquette

Business communication is impossible without telephone conversations, ethics in this case helps to quickly establish relationships and conduct negotiations in a worthy manner. Many business partners, customers judge the company by phone conversations and employees' answers on the phone.

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

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

Rule ten

Netiquet - etiquette of communication on the Internet

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

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

Rule Eleven

Reception of delegations

The protocol reception of delegations is a separate part of business etiquette, which includes a long list of actions for meeting, accommodating, introducing, acquainting members of the delegation with representatives of the host country. The minutes of a business meeting, giving gifts, business souvenirs, flowers, company and product presentation, behavior at a buffet table or a banquet - all these issues are scrupulously described in thick books on business protocol.

At the meeting of foreign delegations to the generally accepted code business rules features of national etiquette are added.

Rule twelve

Business meeting

One of essential rules business etiquette - the ability to conduct competent negotiations, bring them to concrete result. For negotiations to take place high level, you need to define clear goals before starting them, draw up an accurate plan, choose convenient time and space for both sides.

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

Rule thirteen

Relationships between boss and subordinate

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

give orders, give oral assignments the boss needs to clearly, specifically, receive feedback, control the process, analyze the effectiveness of execution.

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

Rule fourteen

Relationships between employees

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

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

Rule fifteen

business gestures

This part of business etiquette deserves several volumes of description with colorful pictures. Gestures, mannerisms, facial expressions can tell about a person more words. The movements of the employee during working hours should be energetic, not lethargic, not slowed down. Gait - confident, while waving your arms and taking very large steps is not recommended. A straight posture, a confident look, the absence of fuss in movements are signs of a man of action.

A handshake is the only tactile gesture of touching an interlocutor that is allowed in a business environment. Pats on the shoulder, warm hugs, kisses and other gestures of friendliness are possible only among very close partners and relatives. When shaking hands, the hand should not be lethargic, wet or cold. Shaking or squeezing the interlocutor's given hand for a long time is not accepted.

It is not difficult to control words, text or thoughts, but it is much more difficult to control gestures and facial expressions. A smart interlocutor will instantly understand the intention or deceit by certain gestures and body movements. Business literature offers to help the books of Alan Pease "Body Language" and Paul Ekman "The Psychology of Lies. Lie to me if you can"

Note in a business notebook

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

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

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


Business and professional life needs organization and order.

In business, it regulates business etiquette. It is designed to organize interaction at work, in the performance of their official duties.

Ethics is a system of moral norms accepted in society.

Etiquette is a set of specific rules and laws of behavior adopted in society.

There are many types of etiquette: everyday, diplomatic, military, guest and others.

Business etiquette is one of the components of ethics. Without knowing the rules of business etiquette, it is impossible to succeed in the chosen field of activity.

Compliance with all the rules and norms of communication in a professional environment guarantees respect and authority among colleagues. The right choice, relevance and timeliness of a word, gesture, posture, other ethical sign reveals the business and personal qualities of a person from the best side.

The rules of business etiquette must be observed, as they:

  • contribute to the formation of positive;
  • favor successful negotiations, business meetings;
  • insurance in case of force majeure, awkward moments;
  • enable more successful and faster achievement of goals.

Violation of the generally accepted rules of entrepreneurship and doing business makes it unsuccessful. Unethical entrepreneurs fail to establish themselves in the market.

Etiquette includes universal universal moral and ethical standards:

  • respectful respect for elders;
  • helping a woman
  • honor and dignity;
  • modesty;
  • tolerance;
  • benevolence and others.

Features of the ethics of communication in a business environment

In a business environment, it is not enough to just be a well-mannered, cultured, polite person. Business etiquette has a number of features and differences. The rules of business etiquette require strictness and accuracy in execution.

Features of the ethics of communication in the organization are determined by the specifics of the economic sphere of people's lives and the traditions that have developed in the cultural environment.

Basics of business etiquette - general principles of a culture of behavior in a corporate environment:

  • Politeness

The tone of communication with colleagues, partners, clients is always friendly and welcoming. Perfect smile - business card successful person in business. Politeness helps to increase the profitability of the enterprise, maintain good relations with partners and customers. Nervousness, irritability and panic rules of business etiquette exclude.

  • Correctness

In a corporate environment, it is not customary to be rude and inattentive even in relation to a dishonest partner. It is necessary to be able to control oneself, restrain emotions and regulate behavior by willpower.

  • Tact

Business people do not forget about the sense of proportion and tact in relationships with people. Prudently avoid awkward, negative, unacceptable topics in conversation.

  • Delicacy

Delicacy implies softness, smoothness, flexibility, ornateness of speech. It is customary to say compliments that do not turn into flattery and hypocrisy.

  • Modesty

The ability to behave modestly characterizes a person as well-mannered, favorably emphasizes his business and personal qualities. A modest specialist and a professional in his field is perceived as a balanced, harmonious, holistic, mature personality.

  • obligatory

If an employee or manager has taken on an obligation, made a promise, he must keep it. The extent to which the head or employee of the organization is required can tell about his ability to analyze, predict, assess the situation, forces, and opportunities.

  • Punctuality

In a business environment, it is considered indecent to be inaccurate in time, not to be able to properly manage it, because this is a sign that a person does not value either his or someone else's time. For example, waiting for an important meeting for more than five minutes is defined as a gross violation of the rules of business etiquette. Time is especially valuable in business.

Laws and rules of ethics

The rules of business etiquette must be observed, as their violation can lead to the rupture of partnerships, loss of reputation, sales markets and other negative consequences.

All business people comply job descriptions, act according to the charter of the organization and observe the oral and written rules of corporate etiquette.

The rules of business etiquette provide for the following working points:

  • Dress code

The style of clothing is classic, restrained, neat. A strict suit, an acceptable color scheme in clothes (usually black, gray, white), a neat hairstyle. Each organization can prescribe its own dress code rules, but they are always within the framework of the appearance features generally recognized in business.

  • Attitude towards work

A conscientious, responsible, decent attitude to work is perhaps the main sign of professionalism. At work, it is not customary to solve personal matters, visit social media, talk a lot with colleagues not on business, often take tea breaks.

  • Time management

Nobody likes unpunctual people. And in business, every minute is precious, and therefore the value of time cannot be exaggerated. The rules say: time is money; every professional and specialist must master the basics; you need to plan your day.

  • Written speech

An educated and cultured person always writes correctly. There are rules and canons for the design of business letters and other documentation.

  • Oral speech
  • telephone etiquette

Business etiquette involves the rules of negotiations and telephone conversations. They prepare for a telephone conversation in advance: they determine the time when it is more convenient for the interlocutor to talk, prepare questions that need to be asked, note the main points that need to be discussed.

  • Chatting in Internet

For the etiquette of communication on the Internet, a new word has been coined - netiquet. It is already impossible to imagine a civilized life without the Internet. The modern worker uses e-mail, the company website, internal chat, and so on.

The rules for writing business emails partially coincide with the rules for writing paper letters. It is customary to sign an e-mail not only with the name of the author, but also leave contact information (name of organization, postal code, phone numbers, Skype nickname, company website address, work schedule).

  • Desktop

On the desktop, according to the rules of etiquette, there should be order. Even stacks of papers, books, folders - everything is in its place. The desktop of the employer and the employee will tell about how he works. The unspoken rule is: more order on your desktop, the more of it in your head.

  • trade secret

Confidential information and trade secrets are not subject to disclosure.

  • Respect

In behavior and communication, a cultured person expresses respect for the interlocutor, partner, opponent, client. Business etiquette obliges you to be an attentive listener, respect the opinions of others, help a colleague with work, and so on.

  • Business negotiations, meetings, events

The ability to competently conduct negotiations and effectively complete them is a special art. Business etiquette says that negotiations and meetings should have a goal, a plan, a specific time frame and a place that is convenient for both parties.

Business events, such as meeting business partners at a train station or airport, introducing members of a delegation, presenting flowers and other actions, are carried out according to the protocol. For example, there are certain rules seating at the negotiating table.

  • Subordination

The relationship "boss - subordinate" involves smooth communication with a certain distance. An ethical boss makes comments to a subordinate only tete-a-tete. Gives oral and written assignments specifically, concisely, clearly. An ethical subordinate unconditionally fulfills the orders of the leader, but can express his point of view, give useful advice, and make a proposal.

  • Relationships in the team

The microclimate in the team is of great importance, it affects the productivity and performance of employees. Business etiquette involves friendly, respectful relationships, help and support in solving tasks. Taboo: gossip, intrigue, intrigue, the Cold War, and office romances(personal life is assumed outside of working hours and not at the workplace).

  • business gestures

Gestures should be vigorous, but not excessive or sweeping; the gait is even, swift, the walking speed is average (not running and not walking); posture is straight; confident look.

The only touch allowed in a business environment is a handshake. At the same time, there are rules here too. When shaking hands, it is not customary for the hand to be lethargic, wet, cold. The hand of the interlocutor should not be squeezed and shaken for a long time and strongly. There is a lot of psychological literature on body language that deals with business gestures and how they can be interpreted.

To be ethical in a professional environment, you must comply with all laws and adhere to the rules of etiquette.

Ethics and business etiquette are studied in general education educational institutions, when attending relevant courses, trainings, seminars and are mastered independently by a business person.

Ethics as a personality trait

The business qualities of a person are the ability to perform tasks and achieve goals determined by the specifics of work, specialty, and qualifications.

There are two types of business qualities:

  1. personal, congenital;
  2. professional acquired.

When hiring new employees, self-respecting companies spend psychological testing, which allows diagnosing congenital and acquired business qualities.

The general and business culture of an employee is no less important than qualifications, ability to work and work experience.

Undoubtedly, when hiring, the moral and ethical qualities of a person are taken into account. But these qualities can also be acquired, nurtured, instilled in the process of professional activity.

The ethics of a person is expressed in such manifestations of his morality:

  1. conscience, a sense of personal responsibility for everything that happens in life;
  2. will, developed self-control, clear regulation of behavior;
  3. honesty, the ability to tell the truth and act accordingly;
  4. collectivism, social orientation of activity, friendliness, desire to strive for a common goal;
  5. self-control, stress resistance, control over feelings and emotions;
  6. adherence to principles, consistency, upholding ethical positions, correspondence of words to actions;
  7. industriousness, desire to work, interest in work;
  8. responsibility, seriousness, stability;
  9. generosity, tolerance, humanity, tolerance;
  10. optimism, faith in the best, self-confidence.

Morality and ethics are the basic characteristics of the personality of a cultural leader and worker. A successful person in business has a developed need to act in accordance with the requirements of ethics and morality, to be kind and honest.

Business etiquette is a set of norms of behavior developed over many years. international practice business communication.

Business etiquette is the accepted order and form of treatment in business area. It is based on all kinds of etiquette. The main functions of business etiquette is the formation of rules that promote mutual understanding of people.

Ethics (from Greek - custom, temper) is the doctrine of morality, morality. The term "ethics" was first used by Aristotle (384-322 BC) to refer to practical philosophy, which should answer the question of what we must do in order to perform correct, moral actions.

Business etiquette is richer in content, since it belongs to this category as special to general. Domestic start-up businessmen miss out on many profitable deals, especially with foreign firms, due to the fact that they do not know the rules of business etiquette. The rules of etiquette, dressed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic.

First side- this expression moral norm: precautionary care, respect, protection.

Second side- aesthetic - it testifies to the beauty, elegance of forms of behavior.

Etiquette is a historical phenomenon. The rules of human behavior changed with changes in the conditions of society, specific social environment. Etiquette arose during the birth of absolute monarchies. To adhere to certain rules of conduct was necessary for the exaltation of important persons, such as: emperors, kings, kings, princes, princes, dukes, etc. Not only a career, but also a person's life often depended on the knowledge of etiquette, the implementation of its rules. Etiquette has always performed and performs certain functions.

For example, division according to ranks, estates, nobility of the family, titles. The rules of etiquette in the countries of the Far and Middle East were especially strictly observed and are still observed. In Russia at the beginning of the XVIII century. western etiquette began to take root. Clothing, manner and style were transferred to Russian soil. external forms behavior. The observance of these rules by the boyars and the nobility was especially and persistently, sometimes cruelly, monitored by Tsar Peter I himself. Violations of them were severely punished.

Social progress contributed to the interpenetration of the rules of conduct, the enrichment of cultures. The world was getting tighter. The process of mutual enrichment with the rules of conduct made it possible to develop a mutually acceptable etiquette recognized in the main features, fixed in customs and traditions.

Etiquette began to prescribe norms of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, in public transport. But how in those old times, and now, the rules of business etiquette help to bring together the economic and financial interests of trading people and businessmen. Profit was and remains above all differences national character, social position, psychological features. These differences were subject to the etiquette of the country of interest to the businessman. Obedience to the rules of the game of the determining party created the basis for the success of the transaction.

Rules of conduct that an entrepreneur needs to know:

1) First of all, it should be remembered that business etiquette includes strict adherence to the rules of a culture of behavior, which implies, first of all, a deep respect for human individuality.

2) social role, which is played by this or that person, should not have a hypnotic effect on the business partner.

3) A cultural entrepreneur should equally respect the ordinary technical worker of the ministry, the president of the company, firm, that is, show sincere respect to everyone.

The culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal, speech) etiquette associated with forms, manners of speech, vocabulary, that is, with all the style of speech adopted in the communication of this circle of business people. In a business conversation, one must be able to answer any question asked. In verbal (verbal, speech) communication, business etiquette involves the use of various psychological techniques. One of them is the “stroking formula”. These are verbal turns of the type: “Good luck to you!” "I wish you success."

In the speech etiquette of business people, complements are of great importance - accepted words expressing approval, a positive assessment of business activities, emphasizing the taste in clothes, appearance, the balance of the partner's actions, that is, the assessment of the business partner's mind. A compliment, especially if you are dealing with a female partner, is a necessary part of speech etiquette. During business communication, there is always real opportunity for compliments.

Business etiquette requires special behavior in dealing with customers. Each type of service provided to clients has its own professional subtleties in behavior. But you should always remember that the most important principle determines the relationship with customers: the customer is the dearest and most desired person in your office (shop, enterprise).

It is also important to follow certain rules regarding clothing and appearance. You don't have to wear a fancy suit. It is important that the suit is in good condition. The costume must be appropriate for the place and time. Since good clothes emphasize the elegance of a business person.

For business, etiquette means a lot. Clothing, behavior of an entrepreneur, manager - this is his calling card. They begin to form an opinion about the guest in advance, collecting information about him. The sources of information are the behavior of a businessman on the way to the place of a business meeting, behavior in a hotel, during the meeting itself.

Compliance with the most important rules of conduct with strangers- a sign of your respectability, good breeding, self-confidence. There are a number of rules of conduct in various types transport. A long journey is conducive to a leisurely conversation. You have to be able to lead it. First of all, you should not abuse the attention of fellow travelers, do not strive to take over all sides of the conversation as quickly as possible, do not be overly talkative: talkativeness is a sign of bad taste. The other extreme is isolation, a gloomy look, unsociableness.

Ethics of business communication "horizontally".

The general ethical principle of communication is “horizontal”, that is, between colleagues (leaders or ordinary members of the group). With regard to fellow managers, it should be borne in mind that to find the right tone and acceptable standards of business communication with employees of equal status. Here are some principles of ethical business communication between colleagues:

Don't ask for any special treatment or special privileges from another.

Try to achieve a clear division of rights and responsibilities in the performance of common work.

In relationships between colleagues from other departments, you should be responsible for your own department, and not shift the blame on your subordinates.

Don't make promises you can't keep. Do not exaggerate your importance and business opportunities. If they do not justify, you will be uncomfortable.