Basic concepts of business etiquette Business etiquette is the most important side of the morality of the professional behavior of a business person entrepreneur. The most general definition of etiquette is: established order behavior anywhere. Etiquette accepted as a culture of behavior rules of good taste socially approved manners prescribes norms of behavior at work at a party at business meetings, etc. Almost 70 failed deals that were beneficial for people did not take place due to the fact that businessmen do not know the rules business communication and they don't know the culture...
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Business communication etiquette
Introduction
The relevance of this topic is that global economic relations oblige business people to know the rules of etiquette and other countries. Here, a violation of the rules of etiquette can even lead to a break in business ties and result in the loss of sales markets. It is difficult to imagine a person who would not want to be confident, relaxed, free in any society and company. Everyone wants to please, to attract others with manners, appearance, the ability to feel free in the most difficult situation.
Business is done not only on an economic basis, but also on an ethical one. Just as it is unacceptable to violate the generally accepted rules of business in commerce, so it is unacceptable to violate the rules of business etiquette.
Mastering a civilized market, modern entrepreneurs should know that only 10-15% of those who want to establish themselves in the market world achieve their goals.1 And it is following the rules of business etiquette and ethics of business communication that is the key to success in business. In other words, compliance with the rules of business etiquette and business ethics is one of the necessary elements of your professionalism.
The purpose of the work is to analyze the requirements for business etiquette.
Tasks:
give the concept of business etiquette;
learn the basic requirements of business etiquette.
In this work, the following works were used: Bazhanova E., Vergiles E.V. , Rubin Yu. B. , Kuznetsova I.N. and, Shapovalova B.A. and Shapovalova T.M. .
This work consists of an introduction, two chapters, two appendices, a conclusion and a bibliography.
Basic concepts of business etiquette
Business etiquette is the most important side of the morality of the professional behavior of a business person, an entrepreneur. Knowing it is a necessary professional quality that must be acquired and constantly improved.
The most general definition of etiquette is this: it is the established order of behavior somewhere. Etiquette, accepted as a culture of behavior, good manners, socially approved manners, prescribes norms of behavior at work, at a party, at business meetings, etc.
Almost 70% of failed deals that were beneficial for people did not take place due to the fact that businessmen do not know the rules of business communication and do not have a culture of behavior. This figure is also confirmed by world experience. So, back in 1936, Dale Carnegie wrote: “The success of a person in his financial affairs is 15 percent dependent on his professional knowledge and 85 percent on his ability to communicate with people.” Quite a few careers collapse and money is lost due to improper behavior or bad manners. Knowing this, the Japanese spend hundreds of millions of dollars a year on teaching good manners and etiquette advice. They are well aware that the success of any company largely depends on the ability of its employees, on their ability to work together to achieve a common goal. Knowledge of etiquette, a culture of behavior - these are the key conditions for successful work in any organization - such is the opinion of leading specialists of firms.2
in Russia at the beginning of the 18th century. Western etiquette began to take root. Clothes, manner and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the nobility (especially in the capital cities) was constantly and persistently, sometimes cruelly monitored by Tsar Peter I himself. Violations of them were severely punished. Later, during the reign of Elizabeth and Catherine II, rules of etiquette were selected that met the requirements and characteristics of the national culture of Russia, which, as a Eurasian country, in many respects connected the opposites of Europe and Asia. And there were many of these opposites not only in the 18th century, but also now. The English writer Rudyard Kipling said that the West is the West, the East is the East, and they will never meet. So, in Europe the color of mourning is black, and in China it is white. Even within the borders of the Russian Empire, the rules of behavior of various peoples differed significantly.
V modern society number of people visiting different countries, large and growing all the time, there is a convergence of customs, mores and etiquettes. If earlier Spanish and then French etiquette were the guidelines for good behavior for the nobility, today the norms of behavior of European peoples have become so close that we can talk about the existence of a common European code of good manners. This code practically does not differ from the American or Russian codes of good taste. There are basic rules and norms of good behavior: politeness, simplicity, dignity, good education.
So, business etiquette is a very large and important part of human culture, morality, morality, developed over many centuries of life by all peoples in accordance with their ideas of goodness, justice, humanity - in the field of moral culture and beauty, order, improvement, household expediency. - in the field of material culture.
Requirements for business communication etiquette
Appearance
The role of clothing in business communication is very significant. Clothing carries multidimensional information about its owner:
about its economic opportunities;
about aesthetic taste;
about belonging to a certain social group, profession;
about the attitude towards other people;
Psychologically significant:
the ability to choose clothes;
the ability to wear it;
ability to use a variety of accessories.
For men, the shirt should be lighter than the suit and the tie darker than the shirt. The tie, when tied, takes out the belt buckle, not too bright and catchy. The width of the tie should be in harmony with the width of the lapel of the jacket. The collar of the shirt is without wrinkles and folds, cuffs below the wrist, protruding a centimeter from under the sleeve of the jacket. (see Appendix No. 1)
White and plain shirts are evidence of taste and authority; pastel colors are also good, but the paler the better.
The most common suit is navy blue or dark gray with pinstripes. A black suit is not recommended for every day.
For women, the most authoritative business dress or suit is gray with small stripes (long sleeves). The best colors are dark blue, rusty brown, dark brown, gray in various shades. Shirts as well as men in light colors. (see Appendix No. 2)
Monochromatic fabric is preferred, as well as different options for stripes and checks. Drawings of flowers, sailboats, abstract drawings are undesirable.
Do not wear sandals in a business setting.
Dark-colored pumps with heels no more than 4 centimeters are preferred. Stockings of natural color are obligatory.
In general, a man should look solid and self-confident, businesslike and attractive, inspiring confidence, not without pretensions to grace and elegance.
And a business woman should not let the fashion industry completely determine the choice of her clothes and let her social background influence the way she dresses.
As for accessories, the word itself implies something secondary. But often it is secondary objects that create the whole look of a business person.
When using accessories, a sense of proportion is necessary. In a business setting, a woman wears no more than two items, and for men, the less jewelry, the better. The belt can be anything, but without fanciful buckles.
If, when communicating with business partners, all of the above recommendations are taken into account, the rules and norms of good behavior and ethics are followed, your business communication will bring only positive results.
The ability to conduct a conversation is one of the components of success in business communication. This is an extremely useful and convenient mechanism that regulates business communication. The reputation of an organization largely depends on how cultured and correct its employees are in their speech behavior.
V business conversation it is necessary to be able to answer any question, but with the observance of the measure. So the question is, "How are you?" In business communication, it is often asked to greet a person, and only a bore will begin to seriously answer how things are in reality with him. But nothing not to answer such questions is also considered impolite. Business etiquette prescribes to answer something like this: "Thank you, everything is fine."
The most important rules of speech etiquette include the appropriate use of "You - You" forms. Their choice is determined by the ratio of the social statuses of the interlocutors, the degree of their acquaintances, the nature of the relationship, the formality - the informality of the situation and other factors. Business etiquette recommends using “You” in a formal setting, even with a well-known person.
Speech etiquette involves the knowledge and use of phrases that are pleasant for the interlocutor. These are speech signs of stroking and location.
Stroking includes, for example:
"Greetings";
"Good luck to you";
"Best wishes";
"I wish you luck" etc.
Location signs are also widely used:
"Firework";
"No problem";
"Okay."
Psychological techniques that allow you to cause a positive assessment of the activity and business qualities your interlocutor. Compliments are one of those tricks. A timely and sincere compliment improves well-being, inspires, gives confidence. A compliment can express approval, emphasize taste in clothes, appearance, evaluate the mind of a business partner.
All conversations consist of three parts:
The introduction is an important part, as it helps to win over the interlocutor. In time, it usually takes 10-15% of the entire conversation;
The main part - the conversation itself, takes 60-65%. In this part, you exchange information with the interlocutor, come to general agreements, decisions, resolve controversial issues;
The conclusion is 20-30% of the entire conversation. You formulate conclusions, conclude contracts, arrange the next meeting and say goodbye.3
Business etiquette prescribes strict observance during negotiations of the rules of conduct of the country - a business partner. The rules of communication between people are connected with the way and style of life, national customs and traditions. All this is the result of centuries of life experience, the way of life of previous generations of this or that people. Whatever the traditions, rules of conduct, they have to be followed if, of course, you want to succeed. Often you have to follow all the rules even if you don't like them. 4
You should try to conduct business conversations in an hour - an hour and a half. If the deadlines are delayed, then the conversation is poorly prepared.
There are many examples of the peculiarities of the rules of conduct for businessmen from different countries. If, for example, the Americans, emphasizing their location, pat you on the shoulder in a friendly way and willingly accept the same gesture from you, then by patting a Japanese on the shoulder or trying to give a friendly hug to a Chinese or Vietnamese, you can ruin your deal.
In general, when talking, you need to avoid speech stamps, resort to artistry, clearly articulate the goal, be ready for all questions, be able to highlight important points, be able to listen to the interlocutor
Telephone conversations
Telephone communications have firmly entered our lives and, above all, in the business sphere. Talking on the phone is an art that a business person should possess. It is very important to communicate correctly on the phone, using this effective means of connecting people.
In the absence of eye contact, it is impossible to evaluate clothes, appearance and facial expressions, so you can use the following tricks:
voice intonation (it can be used to determine what mood the interlocutor is in); increased or weakened background noise (will tell you about the working environment of the interlocutor); by how quickly a person picked up the phone (after a short beep), one can judge how busy he is and to what extent he is interested in being called. A telephone conversation is often the beginning business relations.
The telephone serves as an effective means of transmitting information of official importance when personal meetings are impossible. The secretary acts as a liaison between officials of one or more institutions, on behalf of or on behalf of official transmitting verbal orders, informing and receiving information, connecting subscribers, providing a call to management, receiving messages. Therefore, there are skills of conducting conversations on the phone. First of all, they should be extremely polite, the information should be conveyed briefly, the questions should be answered completely so as not to cause a flood of new questions.
Any business telephone conversation consists of the following parts:
moment of connection establishment;
introduction to the course of business;
statement of a question;
discussion of the situation;
answer;
final word, indicating that the conversation is over.
Unlike writing, oral speech has a number of features. It is characterized by incompleteness of phrases, the presence of replicas, many intonations, the use of pauses. The interlocutor at certain intervals must confirm that the information is perceived: "Absolutely!"; "Is not it?"; "All clear." etc. A telephone conversation should not turn into a monologue. To find out if you have been understood correctly, pause in the conversation.
Speech plays a big role here. Of all possible ways transmission of information (using gestures, facial expressions, pantomime, eye contact), speech is the most versatile means, as it allows you to convey the meaning of communication.
It is necessary to monitor intonation, pronunciation, loudness, select words more precisely. Verbosity harms the image. You need to be concise, polite and friendly. Speak clearly, in a calm voice, do not shout. If you have a high voice, you should use the lowest part of your register. The phone distorts the voice, and this must be taken into account. It is necessary to speak kindly, avoid a dry and imperious tone. It is necessary to avoid monotony, change the intonation and pace of the conversation. Remember, the manner of talking on the phone, as well as in person, is part of the image.
The achievements of modern science and technology allow us to be almost constantly within reach of phone call. A cellular or other radiotelephone has firmly entered the life of businessmen, financiers, journalists and people of many other professions. But at the same time, in no case should he interfere with others. Almost every such phone has the ability to adjust the volume and tone of the call so that it is almost inaudible to anyone but you.
When going to the theater, to a concert or to a museum, you should turn off the ringer or turn off the phone altogether. Ringing the phone in the theater is inappropriate and will not add to your credibility in the eyes of others.
But it also happens that you are waiting for a call and a signal cell phone caught you during a conversation, lunch with a business partner or negotiations. In this case, you should definitely apologize, and minimize the conversation itself. The same applies to the situation if you need to make an urgent call. If possible, it is better to step aside.
The rules of telephone etiquette developed almost immediately after the introduction of telephone communication in the 1980s. XIX century, their main requirement is brevity, because, entering into a conversation with an interlocutor, we deprive him of the possibility of contact with other subscribers.
Business correspondence
Another important part of business etiquette is official correspondence. The approach to solving the question of what a business letter should be involves a certain amount of creativity, but nevertheless, there are general rules for business correspondence.
Correspondence is communication in miniature, mastering it is both labor, sometimes difficult, and art.5
One of the main requirements for a letter is that it should not be long. The letter should be placed on one and a half pages of typewritten text, and even better - on one page. A good letter, like a speech, should be crisp and clear. This is the second requirement for writing. It is necessary to avoid polysyllabic, incomprehensible (foreign, highly specialized) words and expressions in a business letter. This is the third rule of writing business letter. The same rule also implies writing letters in short sentences, in which the main thoughts of the author are clearly and clearly articulated. Laconic letters, written in monosyllabic words, characterize the writers as good interlocutors who know the art of communication. Letters should not contain unnecessary adjectives, adverbs, which often makes the style unnecessarily “flowery”.
The letter should reflect the personality of the author, department or company where he works. It should be clear from the letter what kind of company it is, what it does, whether it stands firmly on its feet, etc. This is another requirement for a business letter.
Explanatory business correspondence helps to increase the turnover of a company, enterprise, improve the relationship between various services, improve skills, and establish strong relationships with consumers.
Conclusion
Etiquette is a historical phenomenon. The rules of human behavior changed with changes in the living conditions of society, a specific social environment. Etiquette arose during the birth of absolute monarchies. Adhering to certain rules of conduct, ceremonial was necessary for the exaltation of royalty: emperors, kings, kings, princes, princes, dukes, etc., to consolidate the hierarchy within the class society itself. Not only a career, but also a person's life often depended on the knowledge of etiquette, the implementation of its rules.
Modern etiquette inherits the customs of almost all peoples from hoary antiquity to the present day. Basically, these rules of conduct are universal, since they are observed by representatives not only of a given society, but also by representatives of the most diverse socio-political systems that exist in the modern world.
There are four basic rules in business etiquette:
1. The first rule of business ethics in communication is not to say too much.
Any employee is obliged to keep the secrets of his organization, this rule applies to all affairs of a company or institution: from personnel to technology.
2. The second rule of ethics in business is to think not only about yourself, but also about others.
Strive to always patiently listen to the interlocutor, you need to respect the opinion of others and understand it.
3. The third rule of business ethics is to dress appropriately.
The main thing is to dress appropriately for the environment in the service.
4. The fourth rule is the ethics of business communication - speak and write in the correct language.
A person's ability to speak competently affects his image as a whole. The chances of concluding a particular contract often depend on the ability to communicate. A business person, in order to succeed, must also master the art of rhetoric, that is, the skill of eloquence. It is very important to monitor diction - pronunciation and intonation. Never use slang words and offensive expressions in business communication.
Based on the foregoing, we can conclude that mastering the skills of business communication is necessary for future business people: managers, economists and others. It's not as easy as it seems, but it's not difficult either. These skills may play a role in the future important role when concluding a deal or signing a contract.
Business etiquette is the most important side of the morality of the professional behavior of a business person, an entrepreneur.6 Knowing it is a necessary professional quality that must be acquired and constantly improved.
List of used literature
Bazhanova E. Business etiquette. Why do you need to behave this way and not otherwise. M.: AST, 2009. 226 p.
Vergiles E.V. Conducting business negotiations. M.: Moscow International Institute of Econometrics, Informatics, Finance and Law, 2003. 26 p.
Kuznetsova I.N. Business Etiquette. Moscow: Unity, 2005. 431 p.
Kuznetsova I. N. Business etiquette from "A" to "Z". M., 2006. 344 p.
Rubin Yu. B. Basics of business. M.: Market DS, 2009. 320 p.
Rules of business etiquette. Business etiquette. Ethics of business communication. [Electronic resource]: Southern Bush. URL: http://www.koryazhma.ru/articles/etiket/work.asp (date of access: 08.10.2010).
Psychology and ethics of business communication. [Electronic resource]: Syntone. URL: http://www.syntone.ru/library/books/content/2367.html?current_book_page=19 (accessed 08.10.2010).
Directory of secretary and office manager. No. 4 M: 2009. 114 C.
Shapovalov B.A. and Shapovalova T.M. Business etiquette. M., 2007. 328 C
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Any act of business communication, determined by the factors discussed above, can be represented as role behavior. Not being able to elaborate on the theoretical aspects of problem 1,
1 See, for example: Shibutani T. Social Psychology. - M-: Progress, 1969.
We highlight only the most important points.
"Role" - it is a way of behavior set by society. It consists of two variables - the basic psychological attitudes of our "I" and the expectations of other people. It happens that during one day a business person has to "play" several roles: leader, colleague, subordinate, negotiating partner, etc. In all cases, the prerequisite for success is not only a comprehensive and in-depth analysis of the business situation, but also a readiness for success, due to the state and orientation of our "I". The only limitation that is imposed on us is our inability to recognize the unlimitedness of our possibilities. At the same time, no effort is needed to come to terms with defeat, lazy contemplation of our own failures. Most people live their whole lives without using the possibility of complete control over their own feelings, not realizing that this is the only thing that is subject to our will.
Therefore, it is necessary to constantly develop positive thinking. A positive perception of reality means that we should focus our efforts on solving the problems we face, and not complain about their existence. The winner "bites" into the problem, while the loser tries his best to get around it, but constantly bumps into it. There are only two types of problems: problems that we can solve and problems that we can't do anything about. What is the point, for example, of worrying about your appearance or your height? Positive thinking involves the rejection of fruitless complaints about far-fetched and not yet existing difficulties. It is all the more unproductive to envy others - it is better to rejoice at their progress and ask them for advice on how we can succeed in our activities.
The basic psychological attitudes of our "I" are formed as a result of fixing the most frequently repeated reactions, positive or negative, to the people around us. They include both self-assessment and our assessment of those with whom we associate. People who have a negative attitude towards themselves tend to accumulate negative impressions of their own personality throughout their lives. Those who feel positive about themselves tend to gradually accumulate and increase positive self-image.
There are four types of settings in relation to the surroundings 1:
1 For details, see: Moeller K., Hegedal P. Quality service through personal Development. - M.: Manager service, 1992.
"I AM good - you're good." This is the most moral and productive setting, since in most cases we are harmed not by intent, but by thoughtlessness, due to our Moral immaturity. People with this mindset know their worth and expect others to give them credit. They work and cooperate constructively. These are the "winners", they "win".
"I'm good - you're bad." This attitude is typical for those who are not capable of creative self-affirmation. They push the responsibility for their problems onto others and, in case of failure, try to find a scapegoat among colleagues or subordinates, to take out their annoyance on them. In this case, the imaginary self-affirmation occurs at the expense of humiliation of others, which is immoral and unproductive.
"I AM bad - you're good." This attitude is typical of people with an inferiority complex who feel powerless compared to others. They often tend to avoid close contact with others or stick like parasites to strong personalities. Often such people are in a state of depression.
"I AM bad - you're bad." This attitude leads to the self-decomposition of the personality, gives rise to a sense of hopelessness and loss of interest in life. People with this mindset are easily irritated, severely depressed, and unpredictable. They go around in circles and get nowhere.
It is rare that anyone adheres exclusively to one of these four attitudes, but one of them, as a rule, dominates. Therefore, it is especially important, constantly working on oneself, to consciously and purposefully strive to strengthen the feeling of "everything is in order", to overcome the negative attitude towards others and oneself.
And, in conclusion, I would like to recall the words of an ancient prayer:
"Lord! Give me the strength to change what I can change, give me the courage to endure what I cannot change, and give me the wisdom to distinguish one from the other!"
Review questions
1. List the factors that determine human behavior in business communication.
2. How is our "I" formed and what is its role in communication?
3. What is the macro- and microenvironment of a personality?
4. Tell us about the features of social stereotypes, methods of manipulating them in business communication.
5. Name the techniques for breaking stereotypes in the process of establishing informal relationships.
6. What is the essence " positive thinking"?
7. List the basic psychological attitudes of our "I" in relation to others.
Literature
1. Asmolov A.G. Psychology of Personality. ~ M.: MGU, 1990.
2. Bueva L.P. Social environment and personality consciousness. - M.: MGU, 1968.
3. Carnegie D. How to win friends and influence people. M .: Center "Russian Troika", "Comet", 1990.
4. Kozlov N.I. How to treat yourself and other people, or practical psychology for every day. - M.: New school, 1994.
5. Kon I.S. Sociology of personality. - M.: Politizdat, 1967.
6. Kuzmin E.G., Semenov V. E.(ed). Social Psychology. - L.: LGU. 1979.
7. Well practical psychology, or How to learn to work and succeed. - Izhevsk, 1996.
8. Moeller K., Hegedal P. Quality service through personal development. - M.: Manager service, 1992.
CHAPTER 5
PSYCHOLOGY OF COMMUNICATION
No matter how they called a person: homo sapiens (reasonable person), and homo fuber (producing person), and homo eludens (playing person). It seems that with no less reason it can be called homo communicans - a person who communicates. Russian thinker Petr Chaadaev(1794-1856) wittily remarked: "Deprived of communion with other creatures, we would pluck the grass, and not reflect on our nature." one
1 Chaadaev P.Ya. Full coll. op. T.I - M.: Nauka, 1991. - S. 385.
And he was right, because the natural way of a person's existence is his connection with other people, and the person himself becomes human only in communication.
5.1. Communication and business communication
Although human communication has always been the basis of social existence, it became a direct object of psychological and socio-psychological analysis only in the 20th century.
In psychology communication is defined as the interaction of two or more people, consisting in the exchange between them of information of a cognitive or affective-evaluative (emotional-evaluative) nature 2 .
2 See: Psychological dictionary. – M.: Pedagogoka, 1973. S. 228.
The simplest communication model can be represented as follows:
From 1 WITH 2
Note that both an individual and a group can act as subjects of communication. If we consider what and why people communicate, and identify all possible functional situations, it turns out that there can be four 3 such situations:
3 See: Kagan M.S The world of communication. - M.: Politizdat, 1988
The purpose of communication is outside the very interaction of subjects;
The purpose of communication is in itself;
The purpose of communication is to introduce the partner to the experience and values of the initiator of communication;
The purpose of communication is to introduce him (the initiator) to the partner's values.
We will be interested only in the first type of communication - business communication, those. communication that has a goal outside itself and serves as a way of organizing and optimizing one or another type of objective activity: industrial, scientific, commercial, etc.
Any common business involves communication and interaction of participants as a necessary means of ensuring its effectiveness.
In business communication, the subject of communication is case:
Case
Industrial interaction may not be inherently communication in the event that another subject acts as an object. For example, with a rigidly authoritarian leadership style, the relationship of the boss to the subordinate acts mainly as the relationship of the subject to the object. In this case, the form of relations is discipline - the principle of strict regulation of the hierarchical comparison of the manager and the controlled. It is clear that the controlled is deprived of freedom of action, that the right to make a decision is granted to the controlling subject, and therefore the connection between them is asymmetric, monological, and not dialogical.
Features of business communication lie in the fact that a partner in business communication always acts as a person, "" significant for the subject;
communicating people are distinguished by good mutual understanding in matters of business;
The main task of business communication is productive cooperation.
The pragmatic J. Rockefeller, well understanding the importance of communication for business activities, said: “the ability to communicate with people is the same commodity bought for money, like sugar or coffee. And I am ready to pay for this skill more than for any other product in this world." one
1 See: Rogozin Yu.P. Secrets of communication. - M.: Knowledge, 1991. - S. 5.
But what does it mean to be able to communicate? This means being able to understand people and, on this basis, build your relationship with them, which implies knowledge of the psychology of communication. In the process of communication, people perceive each other, exchange information and interact. This chapter proposes an analysis of communication in the unity of its three sides: communication as perception, communication as communication and communication as interaction.
social roles. In business communication, especially in the interaction of managers and subordinates, the following methods of influence are used: encouragement, criticism, punishment. The main ethical requirements for incentives are their merit and proportionality to quality and effectiveness labor activity. Criticism is the most common form of expressing dissatisfaction with the activities of subordinates or work colleagues. Criticism should be objective (i.e. caused by a negative act, inept and dishonest work) and constructive, instill confidence in the employee in his abilities, mobilize for best work. Punishment can be carried out in the form of a reprimand, a fine, demotion, dismissal. The main ethical requirement for punishments is their inevitability for systematic and consciously admitted shortcomings.
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"Psychology of business communication" - Social roles. communication barriers. Kindness, kindness and friendliness. Humanistic communication involves sincere, trusting communication. business communication. Methods of influencing partners. Features of interpersonal interaction in DO. Communication styles. In business communication, manipulation is a common thing.
"Features of business communication" - General principles. Gesture. Features of non-verbal communication. Features of speech etiquette. Inhabitants of Malta. Laugh. Senior championship. Expressions of greeting and farewell. Business communication. Features of communication through an interpreter. Organization of space. Refusal to talk to the person. distancing. Ethno-rhetoric.
"Business communication" - Compatibility and harmony of team members. Elements of joint activity. Types of business communication. Dialogue types. Business interaction takes place in a specific environment. Principles of business communication. The principle of creating conditions for the identification creativity. Functions of corporate communication.
"Essence of business communication" - Types of business communication. Telephone conversation. The conversation process. Establishing contact. communication settings. Features of office and business communication. Conversation. The essence of business communication. Human nature. speech actions. Unproductive meetings. Business conversation. Exchange of business information. Features of telephone communication.
"The Art of Business Communication" - Communication as interaction. Business etiquette includes two groups of rules. Summing up the negotiations. Speech. Identification. Introduction. Goals and objectives of the course. Negotiation. Greeting speech. Communication can take place at various levels. Communication. Exchange of items and products. General scheme of communication.
The concept of "etiquette". Business communication etiquette
Politeness is wisdom, therefore, impoliteness is stupidity.
To neglect politeness, creating enemies for oneself, is mischief,
It's like setting fire to a house.
A. Schopenhauer
The word "etiquette" comes from the French language ( etiquette). Etiquette This is the established order of conduct.
At palace receptions of King Louis XIV, guests were given cards with rules of conduct written on them. The cards were called labels, the word "etiquette" came from this name.
Etiquette arose during the birth of absolute monarchies. It was necessary to adhere to certain rules of conduct in order to exalt royalty, to consolidate hierarchies. So it was in ancient Egypt, China, Rome, the Golden Horde.
Business communication (in the process of labor, professional activity) occupies one of the leading places among the huge variety of varieties and forms of human communication. The centuries-old practice of business life convincingly indicates that its most important element is the moral principles and rules of people's behavior, as well as their speech culture.
Business communication etiquette- this is a system of moral norms and principles, rules and standards, rituals and traditions, customs and ideas that regulate the activities and behavior of people, their speech culture in the field of business relations.
Business Etiquette- this is the established order of conduct in the field of business and business contacts.
Business etiquette helps to avoid slips or smooth them over in accessible, conventional ways. Therefore, the main function or meaning of the etiquette of a business person can be defined as the formation of such rules of behavior in society that contribute to mutual understanding of people in the process of communication.
The second most important function of etiquette is the function of convenience, that is, expediency and practicality. From the smallest to the most general rules, etiquette is a system close to everyday life.
One of the basic rules that determine etiquette itself is that it is worth doing this not because it is customary, but because it is either expedient, or convenient, or simply respectful of others and oneself.
Etiquette is one of the main "tools" of image formation. V modern business The face of the company plays a significant role. Those firms in which etiquette is not respected lose a lot. Where there is etiquette, higher productivity, better results. Therefore, you should always remember one of the most important postulates that businessmen all over the world know: good manners are profitable. It is much more pleasant to work with a company where etiquette is respected. Etiquette, by virtue of its vitality, creates a pleasant psychological climate conducive to business contacts.
American psychologist Dale Carnegie, in his book How to Win Friends and Influence People, proposed six rules for the art of liking:
1. Genuinely interested in other people. In order to know others, you need to talk less about yourself, listen to others more, use less pronouns in conversation. Try to find out what your interlocutor thinks on a particular issue, how he lives, what he is interested in.
2. Smile at people. A person with a smile in his eyes and on his lips is always liked by people. A smile without irony and malice, coming from within a person, will say: “I am glad to see you, I am pleased to talk with you.”
3. Address the interlocutor by name. To better remember the names of those you meet, you need to mentally repeat this name several times, and even better, write it down.
4. Be able to listen to the interlocutor, while asking questions that you yourself would like to answer. Be able to sympathize with a person if he needs it. If you feel like interrupting someone, take a deep breath and let the other person continue their thought. An attentive interlocutor will notice this and appreciate it.
5. Talk with the interlocutor about what interests him. This is the surest way to a person's heart.
6. Inspire friends, colleagues to realize their own significance for you, the team, the family ... But this must be done sincerely. We must see the virtues of other people, praise them and thank them for the good that they do for us. Good words are pleasant to others. After the good words spoken to people, you yourself will feel that you are becoming kinder.
Politeness is the basic requirement of speech etiquette. Speech etiquette exists to express polite relations between the subjects of communication.
The expression of politeness in speech etiquette is specified by certain rules of speech etiquette, which can be divided into norms and traditions.
Norms of speech etiquette- these are obligatory rules, the non-observance of which attracts the attention of others and causes their condemnation. Examples of norms of speech etiquette: you need to greet acquaintances, you need to thank for the service, you need to apologize for the misconduct, you can’t interrupt the interlocutor, swear obscenely, etc.
Communication traditions (etiquette traditions)- these are rules that are not mandatory for compliance, but for one reason or another it is customary to adhere to them. Departure from the traditions of communication, neglect of them are also noticed by others and cause a disapproving assessment, but less categorical and unanimous than in the case of norms. Often, non-compliance with the traditions of communication causes surprise, regret, etc.
Etiquette traditions are mainly formed in certain regions, social groups. So, in some social groups, it is customary to call mother-in-law and mother-in-law mother, to older relatives (father, mother, uncle, aunt) they turn to you, etc.
Norms are usually described with the word "necessary", traditions - with the help of such words as "accepted", "usually", "in most cases". The differences between the norms and traditions of speech etiquette are established by scientists in theoretical studies. For the practical development of speech etiquette, differences between norms and traditions are usually not made.
Speech etiquette is divided into the etiquette of oral and written communication. Oral communication etiquette includes politeness formulas and rules for conducting a conversation. Written communication etiquette - politeness formulas and rules of correspondence.
The speech behavior of people in socially oriented communication has a number of features in comparison with speech in interpersonal communication.
In social interaction, attention is drawn to the serving nature of speech activity: here speech is always subordinated to an extra-speech goal, aimed at organizing joint activities of people, therefore, more strict regulation of speech behavior is necessary here. In order for a speech act to take place in conditions of social interaction, it is necessary:
· the participants in the interaction have at least a short-term immediate common goal. Even if their ultimate goals differ or contradict each other, there must always be a common goal for the period of their interaction;
· the expectation that the interaction will continue until both parties decide to end it(we do not leave the interlocutor without saying a word, and we do not start doing something else for no reason).
Under effective verbal communication is understood as the achievement of adequate semantic perception and adequate interpretation of the transmitted message. An adequate semantic perception and interpretation of the transmitted message can be considered such a perception and interpretation in which the recipient interprets its main idea in accordance with the intention of the addresser.
As the researchers note, the success of verbal interaction or its failure depends on many factors. The five most important factors are:
culture of speech;
- goals;
- relationship;
- roles;
- situations.
Language is the main tool of communication, and the effectiveness of speech communication largely depends on the degree of mastery of this tool, which is realized in the culture of speech. So, if the speech of at least one of the interlocutors is devoid of logic, little informative, inaccurate, then it is unlikely that it can adequately convey information.
The goal factor determines the willingness of the subjects of communication to conduct a conversation on a given topic at a given time, their mutual communicative interest. The absence of this interest reduces communicative activity.
The attitude factor motivates the choice of the form and style of communication depending on the degree of acquaintance, age or social differences participants in the conversation.
The role factor determines the speech demeanor of the speakers in connection with the capacity in which they act: the plaintiff - the defendant, the petitioner - the one to whom the request is made, etc. It is equally important to take into account the situation factor, since a change in the situation while other things remain unchanged factors significantly affect the speech behavior of the subjects of communication. So, for example, communication in a situation of dialogue in private and in the presence of third parties, a discussion of a production issue at a meeting or in a rest room can proceed in completely different ways. In order for verbal communication to be effective, along with the above factors, it is necessary to create a positive communicative climate that helps to establish contact and relationships in the process of communication.
To harmonize communication, it is important that the interlocutors are aware of each of their speech acts. If the speech actions of the interlocutors are conscious and deliberate, then they can be considered from the standpoint of communication code. TO communicative code is a complex system of principles that regulate the speech behavior of both parties in the course of a communicative act and is based on a number of categories and criteria".
The main principles of the communication code are:
o the principle of cooperation G. Grice;
o J. Leach's principle of courtesy.
The principle of cooperation implies the willingness of partners to cooperate. G. Grice in his work "Logic and verbal communication" describes the principle of cooperation as follows: "Your communicative contribution at this step of the dialogue should be the same as the jointly accepted goal (direction) of this dialogue requires."
The principle of cooperation includes four maxims:
o maxim of completeness of information;
o maxim of information quality;
o maxim of relevance;
o maxim of manner.
Maxim of completeness of information (quantities) is related to the dosage of information necessary for the act of communication: the statement should contain no more and no less information than required.
Of course, in real speech communication there is not exactly as much information as necessary. Often people can answer a question either incompletely, or with some additional information mentioned that the question did not suggest. The essence of the postulates is that the speaker strives to communicate exactly the amount of information necessary for the interlocutor.
Analogy example: If you help me fix a car, I naturally expect that your contribution will be no more and no less than what is required: for example, if at some point I need four nuts, I expect to get exactly four from you, and not two or six nuts.
Information quality maxim comes down to the fact that statement must be true: do not say what you consider false and for which you have no good reason.
Analogy example: It is natural for me to expect your contribution to be sincere and not false. If you're helping me make a cake and I need sugar, I don't expect you to give me salt; if I ask you for bread, I do not expect to receive a stone.
Relevance maxim suggests strict adherence to the topic. Psychologists are well aware that the attention of the audience is scattered if it is not able to connect the statement being said at the moment with the topic announced by the lecturer.
Example analogy: At each step of joint action, it is natural for me to expect that the contribution of the partner will be relevant in relation to the immediate goals of this step. When I'm kneading the dough, I don't expect you to hand me an interesting book, or even a kitchen towel (although the same action might be an appropriate input in one of the later steps).
Maxim of manners lies in the clarity of the statement. To achieve this goal, the interlocutors must adhere to certain principles, the rules of conversation, which allow them to coordinate their actions and statements. For instance, preferred structure principle characterizes the features of speech fragments with confirming and rejecting replies. According to the researchers, consent is usually expressed without delay, as concisely and clearly as possible. Disagreement is formulated at length, justified by arguments and, as a rule, delayed by a pause.
For instance:
1. A. I ask you to complete this work by tomorrow.
B. Good.
2. A. I ask you to complete this work by tomorrow. /pause/
Q. I'd love to... but you know, I haven't completed the previous assignment yet, and besides, I don't feel well.
The pause serves as a kind of indicator of unwanted deflecting responses. It allows the speaker to timely supplement the initiating remark with reinforcing arguments.
For instance:
A. I ask you to complete this work by tomorrow. /Pause/ And then I can give you a few days off, as you requested.
B. Good.
Compliance with the described principle allows not to offend the interlocutor, to avoid the critical focus of the conversation.
Example analogy: I naturally expect that the partner will let me know what his contribution is, and that he will perform his actions with due speed.
The principle of courtesy. If the principle of cooperation characterizes the order of joint operation of information in the structure of a communicative act, then the principle of politeness is the principle of the mutual arrangement of speakers in the structure of a speech act.
J. Leach, formulating the principle of politeness, provided for the following maxims:
o the maxim of tact;
o maxim of generosity;
o maxim of approval;
o the maxim of modesty;
o maxim of consent;
o maxim of sympathy.
Compliance with the principle of politeness creates an environment of positive interaction, provides a favorable background for the implementation of communication strategies.
Maxima tact implies respect for the boundaries of the interlocutor's personal sphere. Each speech act includes an area of general speech actions and an area of private interests. Maxima tact recommends the speaker to be careful about the area of private interests of the interlocutor. Do not touch topics that are potentially dangerous ( private life, individual preferences, etc.).
Maxim of generosity there is a maxim of not burdening the interlocutor; in fact, it protects the interlocutors from dominating the course of a speech act.
Maxim of Approval is the maxim of positivity in judging others. Mismatch with the interlocutor in the direction of assessing the world greatly affects the possibility of implementing one's own communicative strategy. This is a maxim of positivity in judging others (“Judge not, lest you be judged.” “Don't judge others”).
Maxim of modesty there is a maxim of rejection of praise addressed to oneself. Realistic self-assessment is one of the conditions for the successful deployment of a speech act. Severely overestimated or severely underestimated self-esteem can adversely affect the establishment of contact.
Maxim of consent is the maxim of non-opposition. Instead of deepening the contradiction that has arisen in the course of communication, this maxim recommends the search for agreement in order for the act of communication to have a productive conclusion. It involves the rejection of a conflict situation in the name of solving a more serious problem, namely, the preservation of the subject of interaction, the "removal of the conflict" through the mutual correction of the communicative tactics of the interlocutors.
The main factors contributing to the harmonization of communication include the following:
o recognition not in words, but in deeds of the presence of a variety of points of view;
o providing an opportunity to express one's own point of view;
o providing equal opportunities in obtaining the necessary information to substantiate one's position;
o understanding the need for a constructive dialogue;
o defining a common platform for further cooperation;
o ability to listen to the interlocutor.
The creation of a positive communication climate, along with the observance of the above principles by the participants in the dialogue, is also helped by the application of a number of psychological principles of communication formulated in scientific and methodological literature. Let's name the main ones:
The principle of equal security;
The principle of decentral orientation;
The principle of the adequacy of what is perceived to what is said.
The principle of equal security, which implies the non-infliction of psychological or other damage to the partner in the information exchange, prohibits insulting attacks against the partner, humiliation of the partner's self-esteem. Labels, rude words and expressions, insulting remarks, insults, a contemptuous and mocking tone can lead a person out of balance, cause moral injury and even physical damage to health, and therefore interfere with the perception and understanding of information. Of course, each participant in the dialogue has the right to defend and defend his point of view, to disagree with the statements of the opponent, to show and prove the fallacy of his position, but he must respect the personality of the interlocutor.
The principle of decentral orientation means non-damage to the cause for which the parties entered into interaction. The essence of this principle is that the forces of the participants in communication should not be spent on protecting ambitious, egocentric interests. They should be directed to finding the optimal solution to the problem. Decentric orientation is characterized by the ability to analyze a situation or a problem from the point of view of another person, based not on one's own interests, but on the basis of the interests of the case. This is a fairly often violated principle. Often people, guided by a variety of motives, in the heat of emotion forget about the very subject of discussion.
The principle of the adequacy of what is perceived to what is said, those. not causing damage to what was said by deliberately distorting the meaning. Sometimes participants in communication deliberately distort the position of the opponent, distort the meaning of his words in order to achieve advantages in the conversation in this way. This leads to disagreements and mutual misunderstanding.
There are general requirements of speech etiquette, the fulfillment of which is necessary or accepted in all communicative situations, regardless of who is involved in communication, what is gender, age, social status, profession, etc. However, the presentation of these general requirements would take too much space, so we are inclined to consider speech etiquette in the aspect of communicative situations, i.e. dependence of speech behavior on various factors.
Experts have identified the main factors that determine people's behavior in accordance with the requirements of the rules of speech etiquette:
Accounting for the characteristics of partners (social status, place in the service hierarchy, profession, nationality, age, gender, communicative position, etc.);
The nature of the communication situation (private conversation, business negotiations, presentation, anniversary celebration, etc.);
National tradition.
Let's take a closer look at these factors of speech etiquette.
Speech etiquette requires taking into account the characteristics of partners entering into communication. Their speech behavior in relation to each other is largely determined by the social status of the subject and addressee of communication.
Social status is a certain position occupied by a person in a society or social group, associated with other positions through a system of rights and obligations. Social status can be determined by the place of a given individual in the social hierarchy, profession, etc. or place and role in a small social group (leader, follower, etc.).
Speech etiquette involves certain forms of speech behavior in communication between a boss and a subordinate, a professor and a student, a group leader and a follower, etc. Social roles are closely related to social status. social role is the expected behavior associated with the status. Knowing the social status of a given person, his social functions, people expect from him that he will have a certain set of qualities and carry out certain forms of speech behavior. Speech etiquette requires that people's speech behavior does not contradict the role expectations of the subject and addressee of communication. If such expectations are not justified, then a role conflict arises.
For example, a subordinate does not obey the orders of the leader, the younger begins to tell the elder, the son does not fulfill the requirements of the father, etc.
Along with social roles in speech communication, communicative roles are established. Communicative role - this is a typical position in communication, occupied by the subjects of communication to achieve the goal of communication. For example, a petitioner seeking advice, a well-wisher, an adult, a child, parents, etc. It should be noted that communicative roles can outwardly coincide with social roles: the role of a boss, subordinate, master, guest, head of the family, father, mother, son, leader, follower, etc. However, this coincidence can only be ostentatious, a person takes on a certain role to achieve his goals. And if he succeeds in playing it successfully, then he achieves the desired goal, if he fails, then a situation of role conflict arises.
Another important factor determining speech etiquette is the situation in which communication takes place. Choice etiquette forms, speech behavior of a person is closely dependent on the situation and should change in accordance with the change in this situation. What are the factors that determine the communicative situation, which must be taken into account by the subjects of communication in order to comply with etiquette rules? These factors include:
1. Type of situation: official situation, informal situation, semi-official situation.
In an official situation (boss - subordinate, employee - client, teacher - student, etc.), the most stringent rules of speech etiquette apply. This area of communication is most clearly regulated by etiquette. Therefore, violations of speech etiquette are most noticeable in it, and it is in this area that violations can have the most serious consequences for the subjects of communication.
V informal situation(acquaintances, friends, relatives, etc.) the norms of speech etiquette are the most free. Often speech communication in this situation is not regulated at all. Close people, friends, relatives, lovers in the absence of outsiders can say everything to each other and in any tone. Their speech communication is determined by the norms of morality, which are included in the sphere of ethics, but not by etiquette norms. But if an outsider is present in an informal situation, then the whole situation is immediately current rules speech etiquette.
In a semi-official situation (communication of colleagues, communication in the family), the norms of etiquette are not strict, vague, and here leading role those rules of speech behavior that this particular small social group has developed in the process of social interaction begin to play: a team of employees of a laboratory, department, families, etc.
2. The degree of acquaintance of the subjects of communication. The norms of speech etiquette change depending on the extent to which the interlocutors are familiar with each other. For communication with strangers, the most stringent standards apply. Here you should behave in the same way as in official situations. As the acquaintance of people deepens, the etiquette norms of speech communication weaken and the communication of people is regulated mainly by moral norms.
3. Psychological distance of the subjects of communication. Psychological distance is understood as the relationship of people along the line of “equal to equal” or “unequal relations”. When communicating with people who are equal to each other on any sign that is essential for a given situation - by age, degree of acquaintance, official position, gender, profession, level of intelligence, place of residence, etc., etiquette rules are observed less strictly than when communicating with people who are unequal - a boss with a subordinate, a senior with a junior, a man with a woman. A shorter psychological distance, which is established when the interlocutors are equal in terms of essential feature, thus, implies greater etiquette freedom than a greater psychological distance established between people who are unequal in some way that is essential to the situation. Which sign turns out to be significant depends on the situation itself, this sign can change in the course of communication.
4. The function of the participation of interlocutors in the conversation. There are several different functions of the participation of interlocutors in a conversation, which are related in different ways to the etiquette of the communication being carried out.
contact function- the function of maintaining communicative contact with the interlocutor. This function is implemented in the process of secular or contact-establishing communication, when the process of communication is more important than its content or result. This is the so-called conversation common topics- about rest, sports, weather, pets, etc. If the interlocutor in a conversation implements the contact function of communication, then the formulas of speech etiquette and communication rules are observed very clearly.
Intelligent function- the function of communication, which consists in arguing one's point of view, in expressing one's thoughts and analyzing the thoughts of the interlocutor. When implementing the intellectual function of communication, its result is important; the norms of speech etiquette are observed, but they no longer have such a self-contained value as in the implementation of the contact function of communication.
emotional function- the function of communication, which consists in supporting the feelings and emotions of the interlocutor, in demonstrating sympathy for him and expressing his own feelings and emotions. In this case, deviations from strict speech etiquette are acceptable, although within certain limits: emotional communication also has its own speech etiquette, acceptable and unacceptable forms.
Observer function- the function of communication, when a participant in communication is present when others are communicating, but he himself does not participate in communication (for example, a passenger in a compartment when two other passengers are talking). Speech etiquette in this case is minimized, although it is present here too: it is necessary, first of all, to non-verbally show that you are not participating in the conversation and no matter how you hear it.
5. Attitude towards the interlocutor. Speech etiquette prescribes the use of formulas in speech that demonstrate a polite, highly polite, respectful, affectionate and friendly attitude of the speaker to the listener; all formulas that reflect an ultra-high level of politeness are appropriate only in a limited number of special situations of communication; formulas reflecting a low level of politeness are non-etiquette in nature and are also appropriate only in a limited number of situations, with certain relationships between speakers and a special composition of the communication group. The speaker can treat the interlocutor as he sees fit, in accordance with the attitude that the interlocutor deserves, but it is only necessary to demonstrate in communication a good attitude in the form of moderate politeness - this is the requirement of speech etiquette.
6. Place and time of communication. The place of communication also has an impact on etiquette communication. There are certain places in which, being in this or that situation, the speakers must pronounce certain etiquette ritual phrases adopted for this place and situation. For example: "Bitter!" - at the wedding, "Let the earth rest in peace" - at the wake, "Bon appetit!" - at dinner, "Enjoy your bath!" - when leaving the bath, "Good night" - going to bed, etc. These etiquette phrases are due to the cultural tradition of the people, and their pronunciation is part of their culture. There are also etiquette formulas that must be pronounced at a certain moment of communication: “Good luck!” - leaving, "Welcome!" - when the guests arrived, "Good morning!" - when you woke up, "Peace to your home" - coming to visit, etc. The place and time of communication are closely interconnected. Thus, speech etiquette is closely related to the situation of communication: the choice of speech etiquette formulas, the implementation of communication rules depend on a number of situational factors that must be taken into account by the speaker.
1.2 Business etiquette.
Business etiquette is a set of norms of behavior developed by many years of international practice of business communication.
Business etiquette is the accepted order and form of treatment in the business sphere. 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 lose 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 1 , dressed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic.
The first side is an expression of a moral norm: precautionary care, respect, protection.
The 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 living conditions of society, a 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. Clothes, manner and external forms of behavior were transferred to Russian soil. 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, generally recognized etiquette, 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, and in public transport. But both in those ancient times, and now, the rules of business etiquette help to bring together the economic and financial interests of trading people and businessmen. Profit has been and remains above all differences of national character, social status, psychological characteristics. 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:
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.
The social role that this or that person plays should not have a hypnotic effect on the business partner.
A cultural entrepreneur should equally respect an ordinary technical worker of a ministry, a president of a company, a 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 the entire 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 a 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 behavior with strangers is a sign of your respectability, good breeding, and self-confidence. There are a number of rules of conduct in various modes of 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). In relation 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:
Do not demand any special treatment or special privileges from the other.
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.
1.3 Classification business meetings.
Business meetings are a type of labor organization 2 . There is a certain classification of meetings, which depends on the following main features:
By appointment:
making and making decisions;
clarifying and clarifying tasks for the implementation of previously adopted decisions;
summing up and giving an assessment of the decisions made earlier;
operational (dispatching).
According to the frequency (frequency) of the conduction:
regular;
periodic;
By number of participants:
narrow composition (up to five people);
extended (up to twenty people);
representative (over twenty people).
According to the degree of stability of the composition of the meeting participants:
with a fixed composition;
with invitees according to the list compiled for each meeting;
combined.
According to accessories:
public organizations;
administrative;
scientific and scientific-technical united;
1.4 Scheduling meetings.
Meetings have four stages:
Meeting preparation. The meeting begins by determining the thoroughness of its conduct. Meetings are held when there is a need to exchange information, identify opinions and alternatives, and analyze complex (non-standard) situations. At this stage, the manager must analyze everything, all alternatives to this form of work. These can be decisions of higher management, the possibility of resolving the issue by phone, the possibility of combining with other (scheduled) meetings. If the manager is convinced of the usefulness of the meeting, then it can be held. The next element of this stage is setting the agenda. Here it is necessary to determine: the content of the problems discussed and the main topic of the meeting, which should characterize its essence.
When forming the agenda, as practice shows, numerous mistakes are made on the part of managers - the organizers of meetings.
There are six groups of errors:
The main topic of the meeting is missing;
If there are several topics of the meeting, there is no provision for their precise delineation and appropriate analytical discussion;
Participants were not previously explained the essence of the problem under discussion;
The agenda includes issues of different volume and varied content, so there is a threat that the meeting may turn into a discussion or a quarrel between individual participants or groups;
The meeting discusses problems and issues that can be resolved in the working order;
Can't stick to the agenda. Participants deviate from it and consider spontaneously arisen side topics or some problem that exists in this enterprise all the time.
List of participants. The manager must carefully approach the formation of the list of participants, think about both quantitative and qualitative composition.
quantitative composition. The optimal number of meeting participants is considered to be the same as the number of employees actively participating in the discussion of the issue. At the same time, the main criterion is competence in the issues of the agenda. The most common mistake is to invite the largest number of participants that can fit in the meeting room, that is, a mass invitation.
Quality composition. Only those officials who are most competent in the problem under discussion should be involved in the meeting.
Appointment of the day and time of the meeting. The meeting is set aside one specific day per week. This allows its participants to properly plan their work time and properly prepare for the meeting. Meetings are best held in the afternoon, according to the theory of biorhythms, it is known that a person has two peaks of increased efficiency during the working day: the first from 11 to 12 hours and the second between 16 and 18 hours. Meetings are most conveniently held at the end of the working day or at the end of working week because it will be much better.
The main mistakes made during meetings:
its duration is not regulated;
the established duration is not respected;
too long;
no breaks are taken;
time for reports and speeches is not limited;
Participants do not know how to express their thoughts concisely and clearly.
The place for holding a significant part (more than 70%) of business meetings is the office of the head of the organization. Currently, the enterprises have specially equipped rooms for meetings. There are certain requirements for equipping such premises. For example, such a room should have good sound insulation, normal temperature and humidity, ventilation, comfortable furniture and office equipment.
