Etiquette and culture of business communication in an organization. Business professional communication: basics and rules

A significant portion of the time in the schedules of organizational leaders, as well as employees whose activities include regulating the work of personnel, is spent on business conversations. These could be meetings, conferences, approvals and other formats of communication regarding production issues. Since the quality of such negotiations directly affects the efficiency and success of the company, it is necessary to comply with certain norms and rules that determine the culture of business communication and etiquette. The ability to adequately and correctly conduct a conversation is a key factor contributing to personal success in entrepreneurial activity. However, despite the obviousness of the elementary rules of behavior in society, the sphere of business relations still presupposes its own communication features, knowledge of which significantly increases the value of both a modest clerk and a major manager.

The concept of culture and ethics in business communication

The business world is quite strict in its definitions and by its nature excludes any inaccuracies and vague formulations. And yet, the norms of communicative interaction are the side of business where ethical principles prevail. In general terms, these aspects are reflected by the culture of business communication, the concept of which can be defined as a set of norms of moral behavior. Based on the developed principles of culturally appropriate behavior, the style of relationships between people in work processes is regulated.

In business culture, it is important to distinguish between two categories of norms – value and mental. The first group represents a certain set of traditions and defines the ethical component in the business environment. The value aspects of cultural regulation in business communication can also act as stereotypes, habitual behavior or current stylistic forms of corporate behavior. In contrast to the layer of values ​​that lays the foundation for cultural business communication, the base of mental factors is more effective for application. Such principles for regulating communication norms are developed as a response to a request to improve the quality of the business process.

That is, if traditional or customary norms become ineffective or completely inhibit the development of the organization, the mental foundations of a business communication culture are introduced, which allow them to more effectively cope with production situations. In modern countries where the level of economic development is above average, the principles of business culture are based on ethical soundness, an orientation towards freedom of creativity, interaction and independence.

Culture in business communication can also be represented as an element of the general moral development of a specialist who knows how to communicate productively and conflict-free with colleagues and partners, as well as create a favorable and friendly atmosphere.

Among entrepreneurs, etiquette and the culture of business communication are closely intertwined. The concept of ethics is often heard in the context of defining culture in a particular area. As a way of certain systematization, ethical standards help in regulating business relationships. Ethics in the business world is a set of moral rules that determine the behavior of managers and employees in production activities.

Although a significant proportion of the ethical rules adopted by the business world can be classified as generally accepted, there are also special cases of rules developed specifically as a means of regulating work relationships. By and large, etiquette and culture of business communication are based on mutual respect for economic and reputational interests between partners and colleagues. Moreover, the ethical laws of business require respect and consideration of the interests of competitors. This means that the company should not use techniques that go beyond the competitive market.

Formation of cultural communication skills

The problems of forming and developing business communication skills, which provide for a sufficient level of culture and etiquette, are associated with the organization of processes for mastering knowledge in this area. In addition, it becomes more complicated and professional tasks employees, which necessitates non-standard approaches to the style of negotiations, speeches, etc. For the most part, organizations are not able to ensure the building of correct business relationships and successful teamwork. In turn, employees are sometimes only basic level have an idea of ​​speech etiquette.

Behavioral experience, which is gained through special methods. In modern companies, the formation of a culture of business communication occurs in the process of developing practical skills among team members. To achieve this, managers are working in the following areas:

• Organization of business communication games.
• Conducting training sessions that include democratic behavior.
• Trainings on conflict management with modeling of not only professional patterns of behavior, but also interpersonal ones.
• Individual, subgroup and collective development of practical skills that will allow you to work harmoniously in a team.

The use of training tools makes it possible to establish the process of forming a culture through practical training of behavioral skills in different situations. At the same time, not only a culture of business communication is developed on the professional side, but also personal development and self-knowledge occurs. From the point of view of benefits for the organization, this means higher employee dedication, focus on results and interest in the success of the company.

Rhetorical principles and culture of behavior

When considering the means of communication in the business sphere, it is impossible not to touch upon the aspect of the effectiveness of the communicative impact on the listener. Still, the success of a specialist in business is largely determined by his ability to clearly, objectively and understandably convey his position. To do this, many use rhetorical techniques of business communication and rules of cultural behavior in a single complex. The effectiveness of negotiations using such means of communication, coupled with adherence to etiquette and good manners, is more likely to create a positive image for both the employee and the entire company. Rhetoric provides several psychological and didactic principles of influence that are used during speeches, interviews, conferences and presentations - these are associativity, accessibility, intensity and expressiveness.

The means of associativity are designed to evoke empathy in listeners and encourage them to think, starting from rational and emotional memory. Achieving this effect is achieved through such techniques as imagery, analogies, references to precedents, etc. Accessibility is a particularly important principle, due to which the speaker can be understood by colleagues and partners with different cultural and educational backgrounds. Accessibility can be increased by communicating obscure and original information in combination with diverse information. Means that increase expressiveness should be used by those who have a highly developed culture of business communication and communicative experience, otherwise you can get the opposite effect of unwanted theatricality. Expressiveness helps a person to emotionally and at the same time sincerely express his attitude to the topic. Intensity in business communication is, as a rule, the ability to present information at a certain pace in the most complete and accessible way, taking into account the readiness of listeners to perceive it.

Psychological component in business communication

Psychology in the culture of business conversation allows us to determine patterns in mental state interlocutors and, in accordance with its characteristics, be able to create a favorable climate for negotiations. A person with psychological knowledge can defend himself against inappropriate behavior partner, use ways to discharge negative emotions, refute opponents’ arguments in a gentle form and calmly listen to criticism. The psychological culture of business communication is of particular importance in resolving conflict situations, since they often reveal the characteristics of different psychological types.

Among the techniques and methods of psychological behavioral culture in the process of a business conversation, the following can be distinguished:

• Forming a good opinion of yourself (or the company).
• Creating a psychologically favorable environment.
• Listening to the interlocutor and understanding his motives.
• Determining the partner’s internal state (by manners and voice).
• Neutralization of comments during a conversation.
• Ways to protect yourself from inappropriate behavior.
• Techniques for conducting conflict-free conversations.
• Self-calming technique.

Speech culture

First of all, the culture of conducting a business conversation implies the ability to competently use literary language and choose appropriate rhetorical techniques depending on the situation. Speech culture includes communicative, normative and ethical aspects.

The normative factor presupposes correct speech in compliance with the rules literary language. The concept of a language norm is a key factor that determines the speech culture of business communication in negotiation processes. The communicative aspect is a skill that allows you to use language during communication. The ethical component, in turn, is associated with the ability to use the rules of speech behavior depending on the situation. These rules may change, since among partners and colleagues there may be people with different moral and ethical guidelines.

Of particular importance for the success of negotiations is the communicative culture in business communication, determined by the rules of speech etiquette as a system of signs that people exchange during the negotiation process. Verbal speech etiquette provides behavioral culture and can constitute both a general set of communication stereotypes and a narrow niche within the framework of making requests, greetings, attracting attention, etc.

Culture in a telephone conversation

A telephone conversation is a form of conversation within strict boundaries, which often leads to errors in business etiquette. On the other hand, the limited format has its advantages, one of which is the ability to model typical situations and ways to overcome them. For example, the rules of business communication culture in a telephone conversation can be reflected in several common examples of behavior:

• You cannot call your partner’s home number without prior approval.
• The optimal time frame for a possible call can be determined as follows: from 8 am to 11 pm.
• If the call is not answered, do not hang up immediately.
• If the connection is interrupted, the call initiator must resume it.
• You should not speak loudly unless the interlocutor asks for it due to poor hearing.
• The conversation should be short and to the point.
• You need to answer calls as quickly as possible, otherwise the interlocutor will think that the conversation is not of interest to your partner.
• It is undesirable to move away from the phone during a conversation, but if this is necessary, then you should warn the interlocutor in advance.

Also, do not forget that generally accepted principles of business communication culture require a positive and at the same time meaningful greeting and conclusion of the conversation with a possible summary.

Nonverbal culture in business communication

It happens that words, as such, business negotiations do not correspond to the true attitude of the authors to the topic. Also, experienced partners may suspect the interlocutor’s insincerity, which affects decision-making. Eliminate this possibility and reveal hidden motives non-verbal communication, that is, body and gesture languages. For example, by facial expressions you can determine the internal state of the interlocutor, his possible thoughts and messages. In this regard, the culture of business communication in an organization may also include non-verbal means of communication, which make it possible to establish confidential contact with a partner.

The ability to understand sign language also allows you to anticipate possible reaction interlocutor even before he verbally expresses his attitude to the received information. Accordingly, even in the process of conveying it, in parallel with the wordless language, it is possible to adjust positions in a certain direction.

It is generally accepted that nonverbal communication is accessible to every person, regardless of their cultural level and education. In reality this is not the case. U different people a different stock of gestural signs, and the higher the communication culture of a business person, the richer the opportunities for wordless communication. In negotiations, nonverbal language will allow you to express a skeptical attitude towards a proposal, emphasize dominant aspects, hide dissatisfaction with criticism, and much more, which will have no less a strong effect on the interlocutor than direct expression in words.

Conflict resolution

Conflict situations in the business sphere are not uncommon, and their consequences can be quite serious. In this regard, various means and ways to resolve them are used. Today, there are 5 basic concepts that determine behavior in conflict situations:

• Ignoring the actions of the other party.
• Adaptation to partners' conditions.
• Searching for a new format for cooperation.
• Finding a compromise.
• Competitive fight.

The choice of behavior style in a particular situation is determined by the specific interests of the parties to the conflict. The competitive style is most often chosen by people who have sufficient authority, will, and broad powers and are not very interested in partnering with the opposite side. This tactic can be used if the outcome of the conflict does not have a major impact on the interests of the organization. But it is important to remember that the ethics and culture of business communication still require compliance with certain laws of competition. That is, even with the obvious advantage large company In front of a small company, the manager who will seek a compromise resolution of the conflict, acting in the interests of the partner, will win. Even if you have to sacrifice your interests, in the future the reputational dividends will be able to cover the lost profits at the moment.

Standards of behavior for a leader

The practice of developing a business style of interaction within organizations has made it possible to develop the most effective norms of behavior for managers and subordinates. Thus, for managers, the following examples of a reference management style can be given:

• Working to unite a team whose members have moral and ethical communication skills.
• Involving employees in the company’s tasks, which will allow them to feel more comfortable both morally and psychologically. This usually occurs in the process of identifying an employee with the team.
• All comments to employees should be made in full accordance with the rules that prescribe the ethics and culture of business communication within organizations.
• When conflicts arise, the manager must find out all the reasons. If the problem arose due to dishonesty or inappropriate behavior of a certain employee, then the boss’s task will be to help the subordinate change his behavior style.
• You should not give recommendations to subordinates in matters that go beyond the scope of professional duties.

Standards of behavior for a subordinate

An adequate and correct attitude towards the manager is also the key to an employee’s successful and effective professional activity. In this case, the culture of business communication is also based on the moral requirements that the manager makes of his subordinates.

Principles of employee behavior in relation to the manager:

• Contribute to and assist management in creating a benevolent moral climate within the organization.
• You should not try to impose your opinion on your boss - all comments and suggestions should be expressed extremely tactfully and politely.
• If any event that is significant for the team, sad or joyful, is planned, the manager should be notified about it.
• A categorical tone in a conversation with a manager is excluded. Moreover, the communicative culture in business communication also requires bosses to avoid a rigid style in conversation even with subordinates.
• The desire to please, as well as excessive flattery, do not contribute to improving relations with superiors and the team. Such an employee is perceived as a sycophant and a person not worthy of respect.

There are many controversial and ambiguous situations where it is not easy to choose a specific relationship style. For example, difficulties may arise in communication between colleagues from different departments who occupy positions of different status in the organization. In such situations, it is worthwhile to be guided by a simple ethical principle, which instructs a person to treat others the way he wants to be treated.

Rules of business communication are not limited to communication with your boss and extend to almost all the people with whom you interact during the day. In business communication, as in any other communication, you need to watch not only WHAT you say, but also HOW you say it.

One of the basic principles successful business is the ability to communicate.

Business conversation

Business communication is communication in which the exchange of information is aimed at achieving a certain result. Business communication plays big role in management activities.

General rules of business communication

Rule number one:

Speak clearly, intelligibly, so that the listener understands what you are talking about, because it is probably something interesting.

Rule number two:

Avoid such a thing as monotony. Monotonous speech makes you sad, it makes you sleepy and you want to run away somewhere and not come back! Man is naturally given the ability to control his voice - so use it!

Rule number three:

Make sure your speech is at an average pace, avoid extremes! Speech that is too slow forces you, against your will, to be distracted from the words of the speaker, and if you speak too quickly, the interlocutor cannot keep up with your thoughts, and good communication in this case will not work.

Rule number four:

Alternate short and long phrases. If you speak in long sentences, with big amount grammatical structures - it is not easy for the interlocutor to perceive them by ear. A speech consisting of short phrases, also does not make a good impression.

Rule number five:

Ask the right questions. In dialogue, open questions (requiring a detailed answer) and closed questions (requiring a clear answer: either “yes” or “no”) play an equally important role.

Rule number six:

Know how to hear by listening to your interlocutor. Interrupting your interlocutor is considered indecent, avoid it. Listen to what he says. Show your interest with gestures and glances.

Rule number seven:

The key to a successful conversation is mutual understanding.
“Tune in” to your interlocutor, feel your counterpart. Communicate with him in a language he understands.

Rule number eight:

Think about your speech. If you have to speak at a planning meeting, at a presentation, in front of your boss. Plan your speech. It must contain an introduction, a main part and, of course, a summary.

Rule number nine:

Don't ask direct questions. Try to ask indirect questions during conversation. Avoid questions like “What do you do for a living?” or “Do you want to be rich and successful?”

Rule number ten:

Encourage your interlocutor to think independently about the problem. Give your interlocutor food for thought. Use phrases such as “What do you think about this?”, “How do you see this issue?” in your speech.

Rule number eleven:

Do not bombard your interlocutor with a stream of proposals if you are already at the stage of discussing a specific service, business or product. Approach this gently and smoothly, in an upward manner. Use verbal locks at the peak of your dialogue. They can be the following: “So?”, “Really?” “Am I speaking correctly?”

The rules of business communication also include such a concept as ethics of business communication.

It is a special case of ethics in general, and contains all the main characteristics of ethics.

Conducting a business conversation

Conducting a business conversation is... During these negotiations, both sides, through the struggle of interests and opinions, show a desire to cooperate. When conducting a business conversation, you should not get too carried away with your own interests and ignore the interests of the other party. Otherwise, successful business communication may fail.

Business Etiquette

Business etiquette is a type of social etiquette. includes the procedure for behavior in the field of business contacts and business. Without knowledge business etiquette business communication is impossible.

As you can see, rules of business communication It's not at all difficult to remember.

Business communication is the most important component of the moral behavior of an entrepreneur in the professional sphere. Business etiquette is the result of a long selection of various forms and rules of appropriate behavior that contribute to successful business relationships. In business communication, a culture of behavior is unthinkable without verbal speech etiquette associated with manners and forms of speech, vocabulary, that is, with a style of speech that is accepted in communication in a certain circle business people.

Specific features of business communication

Business communication is a multifaceted, complex process of developing contacts between people in the professional sphere. Its participants have official statuses. They are focused on achieving specific tasks and goals. A specific feature of this process is its regulation (in other words, submission to established restrictions). These restrictions are determined by cultural and national traditions, as well as ethical principles operating in the professional field.

Business Etiquette

The psychology of business communication involves the use of business etiquette. It includes the following two groups of rules:

Instructions that determine the nature of contact between the subordinate and the manager (vertical);

Norms that operate in the sphere of communication between members of the same team who are equal in status (horizontal).

A helpful and friendly attitude towards all partners and work colleagues, regardless of personal feelings, is considered a general requirement.

Also, the regulation of interaction in the business sphere is expressed in attention to speech. Speech etiquette must be observed. It is necessary to follow the norms of linguistic behavior developed by society, to use standard ready-made “formulas” that allow you to organize situations of gratitude, requests, greetings, etc. (for example, “be kind,” “hello,” “glad to meet you”). Such sustainable structures should be selected taking into account psychological, age and social characteristics. It is necessary to take into account other features of business communication, which will be discussed below.

Communication from the point of view of interaction assumes that people exchange information to build joint activities, establish contact with each other, and cooperate.

Stages of interaction in business communication

In order for communication to occur smoothly, it must include the following steps.

1. Acquaintance (establishing contact). It involves introducing yourself to another person, understanding the other.

2. Orientation in a specific communication situation, pausing, understanding what is happening. The psychology of business communication is unthinkable without this requirement.

3. Discussion of the problem of interest.

4. Her decision.

5. Exiting the contact (ending it).

It should be noted that official contacts should be built on a partnership basis. They must proceed from mutual needs and requests, from the interests of the business. Such cooperation undoubtedly increases creative and labor activity. The culture of business communication is an important factor contributing to the production process and successful business.

Business conversation

As a rule, it consists of the following stages:

Familiarization with the issue that needs to be resolved, presentation of the facts;

Clarification of factors influencing the choice of solution;

Choice of solution;

Its acceptance and communication to the interlocutor.

Friendliness, tact, and competence of the participants are the key to the success of a business conversation.

An important element of both social and business conversation is the ability to listen to your interlocutor. In order to communicate, we must not only express our feelings, thoughts and ideas, but also allow those with whom we are talking to do so.

Questions regulate the conversation. In order to understand the problem, it is advisable to ask open-ended questions: “What?”, “Why?”, “How?”, “When?” etc. They cannot be answered “no” or “yes”; a detailed answer is required, which sets out all the necessary details. If you need to narrow the topic of discussion or specify the conversation, the culture of business communication involves the use of closed-type questions: “Will there be?”, “Is there?”, “Was there?” etc. They assume a monosyllabic answer.

Basic rules for conducting a conversation

There are certain general rules that are advisable to adhere to when conducting conversations in both informal and business settings. Among them we can highlight the most important principles of business communication.

You should speak in such a way that any participant in the conversation can easily express their opinion and join the conversation. Attacking someone else's point of view with impatience and vehemence is unacceptable. When expressing your opinion, you cannot defend it by raising your voice and getting excited: firmness and calmness in intonation are, as a rule, more convincing.

Business communication styles assume that through conciseness, precision and clarity of ideas and arguments expressed, grace is achieved in conversation. It is necessary to maintain goodwill, good spirits and self-control during the conversation. Business relationships and mutually beneficial contacts are negatively affected by serious controversy, even when you are confident that you are right. It must be remembered that a dispute is followed by a quarrel, and after it - enmity. And enmity leads to the loss of both opposing sides.

Under no circumstances should you interrupt the speaker. And business communication is not the only type of communication between people that this concerns. The speaker must always be treated with respect. You can only reprimand him in extreme cases using forms of politeness. Interrupting the conversation when a new visitor entered the room, well-mannered person will not continue the conversation until he briefly acquaints the newcomer with what was discussed before his arrival. In conversations, it is unacceptable to slander, as well as to support slander directed at those who are absent. You should also not enter into a discussion of issues about which you do not have a sufficiently clear understanding. When mentioning third parties in a conversation, you need to call them not by last name, but by first name and patronymic. The culture of speech and business communication also suggests that a woman should never call a man by his last name.

It is necessary to ensure that you do not allow tactless statements in your speech (for example, criticism national characteristics, religious views, etc.). It is rude to force your interlocutor to repeat what he said, under the pretext that you did not hear some details. If another person speaks to you at the same time, let him speak first. Well-mannered and educated person recognized by modesty. He avoids bragging about his knowledge, as well as his acquaintances with people in high positions. All these principles of business communication should be adopted and actively used.

Classification of meetings and conferences

In addition to dialogue communication, there are various other forms of official (business) discussions in the group. The most common are meetings and conferences. In management theory, there is the following general classification by which these forms of business communication are divided.

1. Informational interview. During it, each participant briefly reports to the boss about the state of affairs. This avoids written reports and provides an opportunity for all participants to receive general idea about the state of various affairs in the institution.

2. A meeting whose purpose is to make a decision. It is characterized by the coordination of the opinions of participants who represent various divisions and departments of the organization to make a decision on a specific problem.

3. Creative meeting. During it, new ideas are used and areas of activity are being developed that may turn out to be promising.

Meeting requirements

There are ethical rules of business communication that apply to meetings. They regulate the relationships between its participants, as well as between subordinates and superiors. For example, on the part of the boss, it would be ethically justified to invite its participants to a meeting at which an important issue is supposed to be resolved, not through a secretary by phone, but in personal communication or in writing. Respect for the audience also manifests itself in creating some, at least minimal, comfort. The room, as the rules of business communication say, should be selected in accordance with the number of participants, ensure its ventilation, the necessary lighting, and the ability to record important information etc.

The main element of a meeting or meeting is a discussion on certain issues, the main purpose of which is the search for truth. The discussion is effective only if it is conducted in compliance with ethically oriented norms of behavior in the process of business communication. Business communication etiquette presupposes the need to respect other people's opinions, even if it seems absurd at first glance. In order to understand him, you need to be patient, listen to him, mobilize your attention. Business communication etiquette also advises sticking only to the subject of the dispute.

A discussion cannot be turned into a conflict. It is necessary to look for points of convergence of judgments and opinions in the dispute, to strive to find common solutions. This does not mean that you need to give up your opinion if you are confident that you are right. However, it is useful to question the validity of your position. You cannot use categorical statements (for example, “you’re talking nonsense,” “this is nonsense,” “this is wrong”) and swear words in any, even the most heated discussion. The language of business communication should exclude all this. Sarcasm and irony are allowed, but they should be used without humiliating or insulting opponents. Facts, as well as their conscientious interpretation, are the main weapon in discussion.

You need to be able to admit that you are wrong. Business communication is an area in which nobility should also be shown. If opponents are defeated in a discussion, they must be given the opportunity to save their reputation. There is no point in gloating over their defeat.

Business conversation and negotiations

Such forms of business communication as business conversation and negotiations are often interrelated. Business conversation involves the exchange of information and opinions. It does not provide for the development of binding decisions or the conclusion of contracts. A business conversation can be independent of negotiations, precede them, or be an integral part of them.

Elements of preparation for negotiations and their progress

Negotiations are characterized by a more specific, more formal character. They usually involve the signing of various documents (contracts, agreements, etc.) defining the mutual obligations of their participants. The elements of preparing for successful negotiations are as follows:

Determining the subject of negotiations, problems;

Search for partners to solve them;

Understanding your own interests, as well as the interests of your partners;

Development of a program and plan for negotiations;

Selection of specialists to compose the delegation;

Solving various organizational issues;

Decor necessary materials- diagrams, tables, drawings, product samples, etc.

The course of negotiations should fit into the following scheme: the beginning of the conversation, then the exchange of information, followed by argumentation and counterargumentation, the development and adoption of decisions and, finally, the completion of the negotiations.

Circumstances favorable to successful negotiations

The peculiarities of business communication require the creation of certain circumstances for it. We have already mentioned many of them. Let's add some others that should also be taken into account when preparing negotiations. The most favorable days for negotiations are Tuesday, Wednesday and Thursday. The best time of day for this purpose is after lunch (about half an hour to an hour), when the decision business issues Don't be distracted by thoughts about food. An environment favorable for negotiations, depending on the circumstances, can be created in the partner’s representative office, in your office, or on neutral territory (restaurant room, hotel room, conference room, etc.). In many ways, the success of negotiations is determined by the ability to ask questions to your interlocutors, as well as to receive comprehensive answers to them. Questions are necessary to control the flow of the dialogue, as well as to find out the opponent’s point of view. The conversation should not be distracted. It must be specific, include the necessary details, digital data and facts, and be supported by documents and diagrams.

A negative outcome of a negotiation or business conversation is not a reason for coldness or harshness at the end of the process. Business communication styles do not imply their manifestation. It is necessary to say goodbye in such a way as to preserve business ties and contacts for the future.

Business and professional life needs organization and orderliness.

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

Ethics is a system of moral standards accepted in society.

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

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

Business etiquette is one of the components of ethics. Without knowledge of the rules of business etiquette, it is impossible to achieve success in your chosen field of activity.

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

The rules of business etiquette must be followed because they:

• contribute to the formation of positive;
• favor successful negotiations and business meetings;
• safety net in case of force majeure or awkward moments;
• provide an opportunity to more successfully and quickly achieve goals.

Violating 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 communication ethics in the business environment

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

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

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

• Politeness

The tone of communication with colleagues, partners, and clients is always friendly and welcoming. A perfect smile - business card successful person in business. Politeness helps to increase the profitability of an enterprise, maintain a good relationship with partners and clients. Nervousness, irritability and panic are excluded by the rules of business etiquette.

• Correctness

In a corporate environment, it is not customary to be rude and inattentive even towards a dishonest partner. You must be able to control yourself, restrain your emotions and regulate your behavior through willpower.

• Tact

Business people do not forget about a sense of proportion and tact in their relationships with people. They prudently avoid awkward, negative, and unacceptable topics in conversation.

• Delicacy

Delicacy implies softness, smoothness, flexibility, and floridness of speech. It is customary to give compliments without turning into flattery and hypocrisy.

• Modesty

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

• Mandatory

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

• Punctuality

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

Laws and rules of ethics

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

All business people comply job descriptions, act in accordance with the organization’s charter and comply with oral and written rules of corporate etiquette.

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

• Dress code

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

• Attitude to work

Conscientious, responsible, decent attitude towards work, perhaps main sign professionalism. At work it is not customary to resolve personal matters or visit social media, talk a lot with colleagues not about business, take frequent tea breaks.

• Time management

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

• Written speech

Educated and cultured person always writes correctly. There are rules and canons for preparing business letters and other documentation.

• Oral speech

• Telephone etiquette

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

• Chatting in Internet

A new word has been coined for Internet communication etiquette – netiquette. It is no longer possible to imagine civilized life without the Internet. The modern employee uses email, 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 email not only with the author’s name, but also to leave contact information (organization name, postal code, phone numbers, Skype nickname, company website address, work schedule).

• Desktop

According to the rules of etiquette, there should be order on the desktop. Even stacks of papers, books, folders - everything is in its place. The employer's and employee's desks will tell you how they work. An unspoken rule says: the more order there is on your desktop, the more order you have 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 his interlocutor, partner, opponent, and client. Business etiquette obliges you to be an attentive listener, respect other people’s opinions, help a colleague with work, and so on.

• Business negotiations, meetings, events

Ability to negotiate competently and effectively complete them - special art. Business etiquette says: negotiations and meetings should have a purpose, a plan, a specific time frame and a location 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 protocol. For example, there are certain seating rules at the negotiating table.

• Subordination

The “superior-subordinate” relationship requires smooth communication while maintaining a certain distance. An ethical boss makes comments to a subordinate only one-on-one. Gives oral and written assignments specifically, concisely, and clearly. An ethical subordinate certainly follows the orders of the manager, but can express his point of view, give useful advice, and make a proposal.

• Relationships in the team

The microclimate in a team is of great importance and affects the productivity and performance of employees. Business etiquette presupposes friendly, respectful relationships, assistance and support in solving assigned tasks. Taboos: gossip, intrigue, intrigue, the Cold War, as well as office romances (personal life assumed to be outside working hours and not at the workplace).

• Business gestures

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

The only touch allowed in a business environment is a handshake. At the same time, there are also rules here. When shaking hands, it is not customary for the hand to be limp, wet, or cold. The interlocutor’s hand should not be squeezed or shaken for a long time. There are quite a few psychological literature, on body language, which looks at 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 educational institutions, by attending relevant courses, trainings, seminars, and are mastered independently by a business person.

Ethics as a personality quality

A person’s business qualities 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, innate;
2. professional, acquired.

When hiring new employees, self-respecting companies conduct psychological testing that allows them to diagnose innate and acquired business qualities.

General and business culture employee are 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.

A person’s ethics is expressed in the following 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 activities, friendliness, desire to strive for a common goal;
5. self-control, stress resistance, control over feelings and emotions;
6. integrity, consistency, upholding ethical positions, matching words with actions;
7. diligence, 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 personality characteristics of a cultural leader and employee. A person successful in business has a developed need to act in accordance with the requirements of ethics and morality, to be kind and honest.

Business communication comes into life modern man and occupies a strong place in it. All more people Today we are focused on solving important issues, which are given enough time and attention. Business communication presupposes compliance with certain rules and norms of behavior that are agreed upon between participants in the same process or company. These are the etiquette of business communication. In addition, there are general rules, compliance with which is the accepted norm. Business communication etiquette presupposes that partners are aware of how to behave in society.

Stages of business communication

Normally, any social interaction is based on compliance with specific rules. Every educated person tries to follow these rules and norms. If for some reason it becomes impossible to comply with them at a certain point in time, be sure to offer your sincere apologies. What are the stages of business communication?

Making contact

Before any important issues can be resolved through negotiations or other forms of social interaction, it is necessary to establish contact with a potential partner. It is impossible to immediately reveal all the details and get to the heart of the matter if you do not even know your interlocutor. Establishing contact in business communication presupposes that the participants in the event shake hands and sit down at a common negotiating table. It’s good if they are introduced to each other by a common partner or just a business acquaintance. Further interaction often depends on how successful the establishment of contact was. If people immediately like each other, it will be easier for them to build trusting business communication. Etiquette plays a big role here, so you can’t forget about the norms and rules of interaction. Etiquette implies mandatory adherence to all points, this makes it easier to build truly effective business communication.

Discussion of the problem

Participants in the process come together to mutually reach a solution to a specific problem. It is necessary to discuss significant details among themselves so that no misunderstandings arise later. At this stage, business communication is built on the principle of mutual trust. It is very important not only to make a good impression on your partner, but also to understand how mutually beneficial cooperation will be. Business communication etiquette involves people exchanging opinions and looking for ways to achieve a satisfactory result. The rules do not allow interlocutors to be detained longer than the discussion of a specific issue requires. In general, business people greatly value both their personal time and respect the individual space of their interlocutors.

Solution

When the participants have reached the most significant point in their negotiations (that is, they have discussed the details and identified the main problem), it is time to resolve the significant issue. Business communication etiquette presupposes that everyone has the right to their own point of view, even if it is radically different from the opinion of the majority. Rules and regulations exist for everyone without exception. You should not think that your vision of the situation is the only correct and valuable one. Having approached the solution of the main issue, you should listen to colleagues and partners’ comments. It should be remembered that solving a problem is why people gather to negotiate. Rules of decency only in rare cases allow one to immediately move on to the subject of discussion. However, it is necessary to remember that business communication would hardly take place without a significant reason. Business people value their time too much for them to waste it undividedly.

Leaving contact

After successful completion transaction, the participants in the process exchange polite wishes for good luck and success. When the main issue is resolved, it is time to end the communication. This does not mean that partners do not see the point in seeing each other again in the future. This only means that in this particular case they reached some kind of specific agreement. Rules and norms of etiquette dictate that a business partner cannot be detained longer than is required to resolve a specific issue. And this is a very correct approach, allowing you to devote more time to solving the most pressing and pressing issues.

General rules of business communication etiquette

Below are the main characteristics of business communication etiquette. By observing them, a person will be able to gain confidence in himself and rise up the ladder. career ladder in a relatively short period of time. These norms cannot be discarded or pretended that they do not exist at all. Business etiquette involves certain rules that cannot be ignored. Let's take a closer look at them.

Politeness

Business interaction etiquette implies that the interlocutor must be addressed with emphatic politeness. Even if you are talking with someone who is obviously unpleasant to you, you should not show your true attitude. It will be extremely ugly. In any of your actions, it is important to be correct and not allow the development of ambiguities that could somehow offend or offend your partner. Politeness allows you to maintain equanimity even in conflict situations and avoid serious consequences. It’s as if a person has the opportunity not to throw out feelings outward, but to hold off on it, waiting until emotional stress will go away on its own. If internal irritation arises, with the help of politeness you can take an excellent pause and not demonstrate your rejection in any way.

Politeness is an integral part of business communication etiquette. It is difficult to imagine the head of a serious enterprise who would be highly emotional and impressionable. Etiquette teaches you to restrain your emotions and suppress them at the right moment. Otherwise, a person simply will not be able to fully manage a team and monitor the work of other people. At the same time, ordinary employees should not excessively show their emotions while on duty. This will interfere with building business relationships and will impede the quality of the activity itself.

Control of emotions

The etiquette of business interaction suggests that demonstrating your emotions in front of people is unacceptable. In the presence of business partners or colleagues, you should not show fears, doubts, or uncertainty. All this has no place in the world of business or even just work. Otherwise, a person will never be able to feel protected, but will become vulnerable to any jokes, gossip and gossip from those around him. It is unlikely that anyone would want to become the subject of negative discussions or acquire a reputation as an unrestrained, ill-mannered person. Controlling emotions allows you to avoid unnecessary questions, maintain your own reputation and gain the respect of colleagues, subordinates and superiors for yourself. Business communication etiquette presupposes that all employees are familiar with the rules of behavior at their workplaces in advance and, by default, will not behave inappropriately or unsightly. By observing the norms, you can count on understanding and all possible assistance from others regarding the solution of some pressing issues of business importance.

Punctuality

You should arrive on time to any meeting. Whatever the subject of discussion concerns, whatever aspects it touches on, the time of arrival at the place of negotiations must be strictly observed. It’s better to arrive ten to fifteen minutes earlier than to be late and make everyone wait for you alone. Being late means showing disrespect for business partners who have gathered in a specific place to discuss important issues. Business relationships in themselves require punctuality. This is the etiquette of business communication and it is usually not disputed. By showing punctuality, you can establish yourself as a responsible and diligent person striving to achieve your goal.

Timely completion of tasks

In business relationships, it is unacceptable to waste time. Etiquette does not allow this. Otherwise, your business partner may doubt your reliability and will not trust you with an important project next time. Completing tasks on time is the key to success in the world of business relationships. It is important to acquire a reputation as a confident and responsible person who keeps his word under any circumstances. Only in this case will interaction with business partners be effective and truly useful. Etiquette imposes certain obligations on a person that must be fulfilled. You must try to structure your activities as much as possible in order to manage everything and avoid getting into unpleasant situations.

Confidentiality of information

Business interaction etiquette implies that all available information that is of undeniable importance should not be disclosed to third parties. Outsiders should not have anything to do with what is happening at all and should not know any details of the business transactions taking place. Data confidentiality helps make the process of business cooperation as convenient and mutually beneficial as possible. If you do not pay enough attention to the issue of business etiquette, you can find yourself in a very awkward and difficult situation.

In the sphere of business relations, you cannot demonstrate to others your Bad mood. Even if you are really worried about personal experiences, you need to try to forget about them for a while. There is simply no place for them in the world of business relationships. No one is interested in experiences that are not related to work and directly to the activity itself. Friendliness is an important aspect of etiquette and should never be overlooked. You should be friendly with work colleagues, business partners and all people with whom you interact. You need to treat criticism in a businesslike manner, remembering that it is aimed at improving the quality of work, and not at insulting or offending you personally.

Dress Code Compliance

Business interaction involves following a certain style of clothing for employees. It is unacceptable to choose clothes based solely on your taste. You cannot wear clothes of a different style than is customary in the field of specific business cooperation. Such behavior can greatly irritate colleagues and superiors. Compliance with a certain code of clothing will characterize you from the best side, demonstrating that you understand where you came and why.

Speech control

Business etiquette means that you need to think carefully about your speech. Before saying anything out loud, it is better to make sure that the chosen phrases are correct and their semantic meaning. Speech control allows you to achieve a positive effect in negotiations and avoid awkward situations that may accidentally arise under the influence of emotions.

Thus, business communication etiquette implies adherence to certain standards of behavior. These rules are not written down anywhere, but everyone knows them and tries to follow them in order not to get into an awkward position or find themselves in an ambiguous situation. Etiquette helps people maintain a certain distance in relation to each other and fully concentrate on the tasks at hand.