Moscow State University of Printing. Business Etiquette

Do you know exactly how to dress for a business meeting? How to greet your interlocutor correctly in a telephone conversation and in messages on social networks? Do you remember what gestures are acceptable during business negotiations? Just in case, read our article and make sure you are doing everything correctly.

Why do you need business etiquette?

Why all these conventions? We do not live in the 19th century; etiquette has long ceased to be an obligatory part of business communication. Young entrepreneurs sport tattered jeans and T-shirts with indecent slogans, emoticons are acceptable in online communication, and patting your interlocutor on the shoulder no longer seems out of the ordinary. If you think so, we will upset you. In certain circles, this is indeed normal, but businessmen, as part of their duties, have to communicate with officials, and with respectable investors, and with people of the older generation, for whom all these liberties are unacceptable. Foreign partners may also not understand an overzealous display of emotions.

So why do you need to know the rules? business etiquette?

• to make a good impression and not lose face in front of partners and colleagues;
• For general education: It’s never too late to learn new things;
• in order to set an example for others, including subordinates.

Appearance rules

Dress code

In your apartment you can walk around as you like, even in pajamas and funny socks. If you arrive at the office, or even more so for a meeting, please follow the dress code. Otherwise, the wrong impression may be formed about you. Representatives of the older generation may consider you frivolous, superficial and even - horror of horrors! - incompetent. Yes, we understand that professionalism does not depend on appearance. But the traditions of society are strong, and rebelling against them is stupid and short-sighted. You are not 15 years old.

Basic dress code rules:

• for men - a business suit or shirt with trousers. Jacket, shirt and jeans are acceptable. For women - a suit, blouse and pencil skirt, no minis and, God forbid, deep necklines;
• minimum For men, cufflinks are acceptable. For women - a maximum of two accessories: earrings and a ring, a chain or earrings, and so on. If you have sets of jewelry, do not wear all the items at once, it is vulgar;
• neat haircut, well-groomed hair, for men - a styled beard and mustache, if any;
• neat manicure, well-groomed hands;
• clean shoes in any weather, even if you got to the office by subway or dog sled;
• no tattoos or piercings in visible places. If you have a large, visible tattoo, it is better to hide it under clothes. If you fix it a good relationship with a partner - then you can show it, but at first it’s better not to risk it. You don't know what views he holds.

The more important the meeting or negotiations, the more strictly the dress code must be observed. Remember, this is in your best interest.

Gestures, movements, facial expressions

It sounds funny, but in fact, many deals have been broken because the partner made an inappropriate gesture or was too familiar. It is clear that everything is subjective: open person It won’t scare you if your interlocutor actively waves his arms or blows kisses to everyone. But still you should adhere to the basic rules - at least at the first meeting. And then you will see for yourself how the interlocutor reacts.

Please note the following points:

• straight posture, restrained movements without fussiness;
• look into the eyes - confident, firm, but not arrogant;
• restrained facial expressions, try to control emotions. In difficult situations, when you want to curse or, conversely, laugh, put on a “poker face”;
• Tactile contact is allowed only in the form of handshakes. Leave pats on the shoulder, tight hugs, and especially kisses for loved ones: not all people love the touch of strangers. According to the rules of etiquette, only a handshake is permissible - preferably a short and energetic one.

Tip: practice in front of a mirror in advance or ask a loved one to “read” your facial expressions or movements. If there are signs of nervousness, fussiness, or too violent emotional reactions, eradicate these habits. Remember that many entrepreneurs have studied body language and know the basic rules. For example, eyes slanted to the left are a sign of lying. Arms crossed on the chest - a desire to isolate oneself. Whoever the toes of the interlocutor’s shoes point to is the one for him this moment more important than everyone else. And so on and so forth - the Internet is full of such advice.

Workplace is ok

It’s cool, of course, to justify the mess on your desk and in your office by saying that you creative person, but I'm afraid my partners won't understand. Practice shows that keeping your desk tidy magically clears your thoughts and brings order to your head. Try it and see for yourself!

Rules of business communication

Respect the other person's time

Time is the most important resource. The day of many entrepreneurs is literally scheduled by the hour; even a minute late can shift the entire schedule business man. Therefore, never be late! It is better to come to the meeting early and wait than to come up with ridiculous excuses. If you have a problem with this, study it, it should help.

Learn to listen and hear

Do you know what the most important rule is taught to future psychologists at the institute? The ability to listen and hear the interlocutor. This rule can be applied in any other field of activity. Whether you are concluding a contract, meeting a new partner, meeting for the first time, listening to a dissatisfied client, reprimanding a careless employee - always include these two skills. Remember that, by and large, every person always talks about himself - his desires, plans, dreams. Give him a chance to speak, don't interrupt. As a result, you will definitely hear something that will help you find the further direction of the conversation and understand your interlocutor.

Speak competently

Who would like to listen to a speech peppered with endless “uh”, “well”, “in short”, “as if”? Verbal garbage occurs even among educated people the smartest people- these are habits rather than illiteracy. A business person simply needs to get rid of this shortcoming.

Competent speech will also be needed when composing business letters. It is clear that this mission can be entrusted to a secretary or deputy - but sooner or later you will have to master written communication yourself.

Train your diction

Remember the movie “The King’s Speech” about how the English King George VI got rid of his stuttering? Even the monarch understood that he needed to fight his disability and hired a speech therapist. If you have diction defects - burr, lisp, stuttering - get rid of them with the help of a specialist and live in peace.

Telephone ethics

Oh, this is a whole layer of business etiquette! Despite the development of Internet negotiations, phone calls still remain the most popular method of communication. Let us recall the basic rules of communication:

• say hello, call the interlocutor by name and patronymic, introduce yourself;
• say what company you represent;
• ask if it is convenient for your interlocutor to speak;
• if convenient, briefly describe the purpose of the call;
• arrange a meeting or other development of events;
• end the conversation.

If telephone conversations are important to you, we advise you to prepare for them in advance: think through the main points of the conversation, options for the development of events. And of course, it is unacceptable to indulge in lengthy arguments or idle chatter: This will create a bad impression of you.

Ethics of business correspondence

A business letter (electronic and regular) must meet certain standards. First of all, it must be written on company letterhead (or with an appropriate header at the beginning, which indicates the company name, logo, sender’s details and contact details). Next - match a certain type. Business letters are divided into the following types:

• letter of request: you ask a partner, client or other organization for something;
• message letter: carries an informational load, it is not necessary to answer it - just take note;
• covering letter: usually an explanation or addition to other documents;
• reminder letter about imperfect and expected actions;
• invitation letter- to a meeting, conference or any event;
• letter of gratitude: Well, everything is clear here.

Experienced entrepreneurs do not confuse the types of letters: they do not start extensive correspondence in response to message letters and, on the contrary, do not respond to reminder letters.

Another rule is to respond to emails as soon as possible. The acceptable time frame for responding to electronic correspondence is 1-2 days. For a postal letter - no more than 10 days.

And, of course, you need observe the rules of politeness:

• addressing you by name and patronymic;
• no slang words;
• no complicated terms: speak the recipient’s language;
• precise formulations of the purpose of the letter, do not get lost in thought;
• mandatory number and signature.

Rules of communication on the Internet

Have you noticed that business communication has partially moved to instant messengers and social networks? Many people find it more convenient to communicate this way: it is more informal and convenient for both parties. Despite the myth about freedom of communication on the Internet, business people must still follow a number of rules:

• don't be familiar. Even if your interlocutor is listed on the social network as Kostyan the PR man or Murochka Anyutochka, address him by his first name and patronymic, as expected;
• There is also no need to overuse emoticons: one or two are quite enough;
• Even if you want to highlight especially important thoughts with a capslock, don’t do it! Large letters are perceived on the Internet as a shout and often cause a negative reaction;
• study the information on the person’s page. This is what’s good about social networks: you can understand a lot about a person by what posts he posts on his wall, what he reposts, and what he talks about.

Many people are concerned about the question: what is the best way to communicate in the 21st century? People are so different: some people find it more convenient to call, while others hate telephone conversations and consider them a violation of personal boundaries. There is only one way to find out what type your interlocutor is: ask him directly. At the first communication (no matter how it happened), ask how he is comfortable communicating. And the question will be closed.

Business relationship

Now we will talk about personal relationships - or about human weaknesses, as you wish.

Don't reveal trade secrets

Neither the financial information of your company, nor similar information of your partners or clients. Don’t tell anyone about this and strictly forbid your employees.

Don't gossip

The business world is actually very narrow. There is a great temptation to discuss your partner or client in a small circle. Even if you really want to, we beg you, don’t do it! Firstly, rumors spread quickly, and they simply won’t want to deal with a chatterbox. And secondly, who can guarantee that tomorrow they won’t discuss you in the same way? Therefore, it is better to stay away from such conversations.

Don't talk too much

It happens that partners become friends - and you can tell your friends a lot. However, tomorrow the situation may change, and Yesterday's partner may become or go over to the latter's side. Personal or negative information about you may be used for their own purposes. - a powerful weapon in the struggle for profit and power. And then - goodbye, reputation!

And once again, finally: it is impossible to follow all these rules. We've ranked them from optional to most important. Roughly speaking, coming to a meeting in jeans is excusable; calling Ivan Ivanovich Ivan Nikiforovich is undesirable, but understandable, but secret information cannot be given out even under torture. Good luck in business!

Modern business is not only about commodity-money relations. If we push the economic component into the background, we can see that a significant role in concluding profitable transactions is career growth or successful company management play business relationship.

Ethics in business and business relations is an essential element in the formation of professionalism. The civilized world forces any business person to know the basic rules of good manners. By concluding deals at the international level and going beyond the bounds of decency, a business person risks losing business connections and, at a minimum, losing his reputation with foreign colleagues. Therefore, the culture and ethics of business relations is a major factor successful activities after the economic component.

Ethics and etiquette of business relations

The relationships that are established within an organization largely determine its further activities and development success. In order to carry out this activity at the proper level, each employee, regardless of what position he occupies, is obliged to comply with the basic principles of ethical business relations. Such behavior of a manager or the entire company is considered ethical when it contributes to development without violating any ethical standards. In other words, the behavior of each employee is an image of the entire organization as a whole, and the attitude towards the organization of business partners, clients and others will depend on his ability to build communication.

The ethics of business relations in an organization are based on a number of principles:

• the manager is obliged to be tolerant of the moral principles existing in other countries and regions;
• in the work of a manager, when making decisions, individual and collective principles must be reasonably combined;
• since compliance with ethical standards is based on socio-psychological methods, then to obtain desired result their long-term use is necessary.

Also, the ethics of business relations presupposes the principles of personality and professionalism. The first type of principles includes provisions that honor is more important than profit, violence and threats are not ways to achieve business goals, and the basis of relationships is respect for participants in a common cause and self-respect. The principles of professionalism include conducting business within means, justifying the trust of clients and partners, striving to gain a reliable reputation and fair competition.

Ethics of business and business relations, like any part of culture, presupposes the presence of certain norms and rules. In business, these rules look like this:

Ethical business practices must be observed by all employees of organizations. For the company to be successful and fruitful, managers must establish positive relationships with subordinates and implement ethical rules based on true human values ​​that will be respected within the organization. Ultimately, the organization must become a single organism moving towards a common goal, and adherence to business ethics and business relations will be an excellent help in forming a team of like-minded people and professionals.

Every entrepreneur should understand that in the modern civilized world, not only professionalism is of great importance, but also the ability to comply with the principles of business ethics. The way a person adheres to these rules reflects the degree of seriousness in his approach to the matter. Therefore, most experienced businessmen devote Special attention this aspect of behavior.

Ethics of business communication

One of the important components of success is clear regulation of professional communication. In the process of building relationships with potential business partners, it is necessary to adhere to generally accepted ethical standards, which are a system of certain rules that take into account cultural and national traditions. The outcome of negotiations and, consequently, the commercial success of the enterprise largely depends on how competently the code of business ethics is observed.

Universal norms allow not only to correctly place important emphasis, but also to analyze and even model the behavior of other participants in the process. Ethics in business communication makes it possible to build your own line of behavior that helps normalize complex relationships with partners. Indeed, in the professional sphere it is very important not to allow yourself to be drawn into any conflict situations.

Basic rules of business ethics

When communicating with business partners, it is not enough to show politeness and goodwill. For successful negotiations, generally accepted rules must be followed. The most important categories on which business ethics are built include many moral and ethical standards. Depending on their interpretation, they can significantly facilitate or, on the contrary, complicate professional communication. A civilized society based on market relations, has already had the opportunity to verify the effectiveness of running a business built on moral basis. Business and professional ethics contribute to the development of fruitful cooperation, strengthening partnerships and coordination of interests.

Punctuality is the key to success

The first and most basic rule on which business ethics is built is to never be late for anything. The day of any business person is scheduled literally to the minute, so being late for a business meeting can be regarded as a sign of disrespect for partners. Unpunctuality is considered one of the most important indicators of a person’s unreliability. A true professional knows how to appreciate not only own time, but also the time of their business partners.

Consistency and ability to take into account the interests of partners

The commercial success of any enterprise is based on the extent to which employees are able to keep trade secrets. Business ethics obliges staff to show consistency in everything that is in one way or another connected with technological and personnel issues. In addition, talking about the personal lives of employees is unacceptable. Such stories may be perceived as a sign of bad taste. An important role in success is played by the ability to listen and understand your opponents. Entrepreneurs who build their businesses ethically achieve success much faster.

What should a business person look like?

The rules of business ethics require demonstration high degree professionalism. This is usually expressed in the presentation of specific requirements for the behavior and clothing style of employees. Strict and restrained behavior is welcomed in official institutions appearance. Such reputable organizations employ people with self-esteem. It is important for any reputable enterprise that its staff adhere to generally accepted standards of business ethics, so it is impossible to meet people here who are too noisy and uninhibited. From full-time employees requires demonstration of composure and the ability to control one's emotions. The behavior and clothing style of employees can tell a lot about the company itself. These characteristics make it possible to form an almost unmistakable opinion about intellectual and professional qualities.

Principles of ethical business behavior of superiors towards subordinates

Any manager should strive to turn the company entrusted to him into a cohesive team that adheres to high moral standards of communication. It is important for a good boss that his subordinates not only comply with ethical standards, but also do not feel the slightest discomfort in communication.

If difficulties arise due to dishonesty, the manager must find out the reasons. It is important to be able to find the strengths of any employee, and not endlessly reproach him for his mistake. According to the norms professional ethics, any criticism must be constructive. IN business communication personalization is unacceptable. Comments made to employees must be consistent with ethical standards. You should definitely collect full information for each specific case and choose the optimal form of communication, and only after that you can ask the employee to explain the reasons for not completing the task. Staff should not be given any reason to doubt that management is in complete control of the situation. The team needs to be encouraged even when the goal was achieved with the active intervention of management. According to business ethics, it is extremely important to be able to admit your own mistakes in your work.

The most common mistakes made by domestic businessmen

In the business sphere, aggressive and defiant behavior is absolutely unacceptable. Entrepreneurs often begin to brag about their own achievements and unreasonably flaunt a huge number of luxury items. In all civilized countries, such an approach is considered a sign of bad taste, indicating excessive pretentiousness and disrespect for the interests of business partners.

Western entrepreneurs are very attentive to everything their interlocutor says. Therefore, business ethics absolutely does not allow lengthy discussions and conversations on abstract topics. Any conclusions and comments must be subject to detailed analysis, therefore, all the stories about limitless possibilities can become a reason for distrust and wariness on the part of foreign colleagues.

Most domestic entrepreneurs often make vague statements that are incomprehensible to most foreign colleagues. At the heart of any business is the solution of specific tasks to achieve certain goals. The result of any business negotiations should be clarification of important issues.

2.1. Ethics of business communication

Business communication is a necessary part of human life, the most important type of relationship with other people. Eternal and one of the main regulators of these relations are ethical norms, which express our ideas about good and evil, justice and injustice, the correctness or incorrectness of people’s actions. And, communicating in business cooperation with his subordinates, boss or colleagues, everyone in one way or another, consciously or spontaneously, relies on these ideas. But depending on how a person understands moral norms, what content he puts into them, and to what extent he generally takes them into account in communication, he can make business communication easier for himself, make it more effective, help in solving assigned tasks and achieving goals, and make this communication difficult or even impossible.

Ethics(from Greek- custom, disposition) - the doctrine of morality, morality. The term “ethics” was first used by Aristotle (384-322 BC) to designate practical philosophy, which should answer the question of what we should do in order to perform the right, moral actions.

Morality(from lat. - moral) is a system of ethical values ​​that are recognized by a person. Morality is the most important way of normative regulation of social relations, communication and behavior of people in various spheres of public life - in the family, everyday life, politics, science, work, etc.

The internal conflict between a lofty ideal and practical calculation, moral duty and immediate

natural desire always exists in all areas of life. But it manifests itself especially intensely in ethics of business communication, because it is in this type of communication that the main subject about which it is formed is external to individuals.

Ethics of business communication can be defined as a set of moral norms, rules and ideas that regulate the behavior and relationships of people in the process of their production activities. It represents a special case of ethics in general and contains its main characteristics.

In socio-philosophical terms, the ethics of business communication is determined by the socio-economic system of society, the structure of its social organization and the dominant type of social consciousness. In a traditional society, the main mechanism of business communication is ritual, tradition And custom. They are consistent with the norms, values ​​and standards of ethical business communication.

The primary role was assigned to the ethical norms of ritual and custom in the business communication of ancient Chinese society. It is no coincidence that the famous Confucius (551-479 BC) put duty, justice, and virtue in first place in relations between people, subordinating profit and benefit to them, although he did not oppose them to each other. His an ideal person, a noble man (junzi) first shows duty, then acquires benefit. Connected with this is his difference from the ignoble, “small man,” which is that: “The noble man comprehended justice, the small man comprehended benefit.”

Confucius contains a large number of sayings on the ethics of communication and business behavior. First of all, they relate to the principles of communication between a manager and a subordinate and the disclosure of those norms and principles of communication that make it the most effective and efficient from an ethical point of view:

“When a ruler loves justice, no one dares to be disobedient; when a ruler loves truth, no one among the people dares to be dishonest.”

“Be respectful and deal fairly with others.”

“I listen to people’s words and look at their actions.”

“Keep the two ends, but use the middle.”

“A noble man, when he leads people, uses the talents of everyone; a small man, when he leads people, he demands universals from them.”

“A noble man... when he looks, he thinks whether he saw clearly; but he hears - he thinks whether he heard correctly; he thinks whether the expression on his face is gentle, whether his manners are respectful, whether his speech is sincere, whether his attitude to the matter is reverent; when in doubt, thinks about seeking advice; when he gets angry, he thinks about negative consequences.”

“Without knowing the ritual, you cannot establish yourself.”

“When you cannot correct yourself, how will you correct others?”

The sayings of the great philosopher regarding ethical standards of communication have not lost their relevance today. Following them will undoubtedly be of great help in establishing effective interaction and will help avoid many mistakes in business communication. In fact, how can that “path of the golden mean” - the path of compromise that Confucius preached, asserting the need to “keep two ends and use the middle”, lose relevance? His aphorism sounds no less relevant today: “I listen to people’s words and look at their actions,” expressing the need to maintain the unity of word and deed, the need to verify the word with deeds. Is it possible to disagree with the thinker’s opinion that in business communication, everyone must correspond to their status and take into account the status of the other.

As in the East, in Western Europe Since ancient times, much attention has been paid to the need to take into account ethical norms and values ​​in business communication, and their influence on the efficiency of doing business is constantly emphasized. So, already Socrates (470-399 BC) says that “whoever knows how to deal with people conducts both private and general affairs well, and whoever does not know how, makes mistakes here and there.” However, unlike the Eastern one, the Western European cultural tradition is more pragmatic. Economic, material interest comes to the fore here, but at the same time, much attention is paid to the status nature of communication.

The main criterion of justice in business communication, according to Aristotle, is the principle of “proportional equality”, according to which “he who has endured great labors receives much, and he who has suffered little labors receives little.” This characteristic of business communication, when economic interest, material results, profit are brought to the fore as a concentrated criterion human activity and communication becomes dominant and all-encompassing with the development of capitalism. The ultimate criterion of justice or injustice is the ability to successfully conduct a business, business pragmatism.

From the Protestant point of view, lay believers should approach their work with the same ethical standards and energy as they approach the service of God. The business itself, the profession, is considered as God’s calling and a holy cause. Therefore, making a profit in the ethics of Protestantism is also considered a godly deed. But at the same time, there is a very important condition: the deed must be useful to others and be carried out in compliance with ethical standards of business communication and behavior in business. These moral standards are: honesty, truthfulness, commitment, hard work, fairness, keeping promises and contracts.

Karen Horney and Erich Fromm have convincingly shown that modern “developed capitalism” (E. Fromm) at every step gives rise to a person with a “market character”, whose main goal in business communication is to sell himself at a higher price. All high moral principles and values, including Christian ones, are immediately forgotten as soon as it comes to profit. At the same time, not only morality is lost in business communication, but also personal self-identification. Since with a market orientation a person views his strengths and capabilities as a commodity intended for sale, he cannot say to himself: “I am what I do,” but is forced to live by the principle: “I am what you want me to be.” "

From this position, which can be called “business Machiavellianism,” ethical standards and the language of ethics itself are seen as a hindrance in business communication. It tries to avoid talking about morality, ethical ideals, duty and social responsibilities, because as a result,

There are “superfluous”, “irrelevant” problems relating to moral and social responsibility.

An extreme case of unethical behavior of businessmen and enterprise managers is violation of the law. But unethical behavior should also be considered various types of actions of companies that do not take appropriate measures to eliminate defects in their products that can lead to harmful consequences for the population. Therefore, in The concept of “ethics of business communication” also includes the concern of business managers about the quality of their products, responsibility for the harm that it can cause to the population.

The second position regarding the contradiction between ethics and business is V that compliance with ethical standards in business communication is recognized as important not only from the point of view of the responsibility of businessmen to society and themselves, but also necessary for production efficiency. In this case, ethics is seen not only as a necessary moral imperative of behavior, but also as a means (tool) to help increase profitability, strengthen business ties and improve business communication. It seems that this approach is more civilized and more effective.

The ethics of business communication should be taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise - between a manager and subordinates, between a subordinate and a manager, between people of the same status. The task is to formulate principles of business communication that would not only correspond to each type of business communication, but also would not contradict the general moral principles of human behavior.

The ethics of business communication should be based on coordination and, if possible, harmonization of interests. Naturally, if it is carried out by ethical means And in the name of morally justifiable goals.

Particular attention should be paid to the golden rule of communication ethics: “Treat others the way you would like to be treated.” In its negative form, as formulated by Confucius, it reads: “What you don’t wish for yourself, don’t do to others.” This rule also applies to business communication.

In business communication in the attitude of a manager to a subordinate Golden Rule ethics can be formulated as follows: “Treat your subordinates the way you would like to be treated by your manager.” The art and success of business communication are largely determined by the ethical standards and principles that a manager uses in relation to his subordinates. Let's give moral standards And leadership behavior patterns:

Strive to transform your organization into a cohesive team with high moral standards of communication. Involve employees in the organization's goals. A person will only feel morally and psychologically comfortable when he identifies with the collective. At the same time, everyone strives to remain an individual and wants to be respected for who he is.

If problems and difficulties associated with dishonesty arise, the manager should find out its reasons. If we're talking about about ignorance, then one should not endlessly reproach the subordinate with his weaknesses and shortcomings. Think about what you can do to help him overcome them. Rely on the strengths of his personality.

If an employee does not follow your instructions, you need to let him know that you are aware of this, otherwise he may think that he tricked you. Moreover, if the manager has not made an appropriate remark to the subordinate, then he is simply not fulfilling his duties and is acting unethically.

A remark to an employee must comply with ethical standards. Collect all information about this case. Choose the right form of communication. First, ask the employee himself to explain the reason for not completing the task; perhaps he will provide facts unknown to you. Make your comments one on one: the person's dignity and feelings must be respected.

Criticize actions and actions, not the person's personality.

When appropriate, use the “sandwich” technique - hide criticism between two compliments.

tami. End the conversation on a friendly note and take the time to talk to the person soon to show them that you don't hold a grudge.

Never advise a subordinate on what to do in personal matters. If the advice helps, you probably won't be thanked. If it doesn’t help, all responsibility will fall on you.

Don't play favorites. Treat employees as equal members and treat everyone with the same standards.

Never give employees the opportunity to notice that you are not in control if you want to maintain their respect.

Observe the principle of distributive justice: the greater the merit, the greater the reward.

Encourage your team even if success is achieved mainly due to the success of the leader himself.

Strengthen your subordinate's self-esteem. A job well done deserves not only material, but also moral encouragement. Don’t be lazy to praise your employee once again.

The privileges you give yourself should extend to other members of the team.

Trust your employees and admit your own mistakes in your work. Team members will still find out about them one way or another. But concealing mistakes is a manifestation of weakness and dishonesty.

Protect your subordinates and be loyal to them. They will answer you in kind.

Choose the right form of order, taking into account, first of all, two factors: 1) the situation, the availability of time for nuances, 2) the personality of the subordinate - who is in front of you, a conscientious and qualified worker or a person who needs to be pushed at every step. Depending on this, you should choose the most ethically acceptable standards of behavior and forms of command.

Order forms can be: an order, a request, a request and an appeal to the so-called “volunteer”.

Order. Most often it should be used in an emergency situation, as well as in relation to unscrupulous employees.

Request. It is used if the situation is ordinary, and the relationship between the manager and the subordinate is based on trust and goodwill. This form allows the employee to express his opinion about the problem.

Question.“Does it make sense to do this?”, “How should we do this?” It's best used when you want to spark discussion about how to do a better job or encourage an employee to take the initiative. At the same time, employees must express good will and be sufficiently qualified. Otherwise, some may perceive your question as a sign of weakness and incompetence.

"Volunteer"."Who wants to do this?" Suitable for a situation where no one wants to do the work, but nevertheless it must be done. In this case, the volunteer hopes that his enthusiasm will be appropriately appreciated in future work.

Here are a few necessary ethical standards and principles that can be used in business communication between subordinates and managers:

Try to help the manager create a friendly moral atmosphere in the team and strengthen fair relationships. Remember that your manager needs this first.

Do not try to impose your point of view on the manager or command him. Make your suggestions or comments tactfully and politely. You cannot directly order him to do anything, but you can say: “How would you feel if...?” etc.

If any joyful or, on the contrary, unpleasant event is approaching or has already happened in the team, then the manager must be informed about it. In case of trouble, try to help ease the way out of this situation and offer your solution.

Do not talk to your boss in a categorical tone, do not always say only “yes” or only “no”.

An employee who always says yes becomes annoying and comes across as a flatterer. A person who always says “no” is a constant irritant.

Be loyal and reliable, but don't be a sycophant. Have your own character and principles. A person who does not have a stable character and firm principles cannot be relied upon; his actions cannot be foreseen.

You should not ask for help, advice, suggestions, etc. “over your head”, directly to your manager’s manager, except in emergency cases. Otherwise, your behavior may be perceived as disrespect or disregard for your boss's opinion or as doubting his competence. In any case, your immediate supervisor in this case loses authority and dignity.

If you have been given responsibility, gently raise the question of your rights. Remember that responsibility cannot be realized without an appropriate degree of freedom of action.

Ethics of business communication “horizontally”. The general ethical principle of communication “horizontally,” that is, between colleagues (managers or ordinary members of the group), can be formulated as follows: “In business communication, treat your colleague the way you would like him to treat you.” If you find it difficult how to behave in a particular situation, put yourself in the shoes of your colleague.

In relation to fellow managers, it should be borne in mind that finding the right tone and acceptable standards of business communication with employees of equal status from other departments is a very difficult matter. Especially when it comes to communication and relationships within one enterprise.

Here are some principles of ethical business communication between colleagues:

Do not demand any special treatment or special privileges from another.

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

If your responsibilities overlap with your colleagues, this is a very dangerous situation. If the manager does not differentiate your duties and responsibilities from others, try to do it yourself.

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

If you are asked to temporarily transfer your employee to another department, do not send unscrupulous and unqualified employees there - after all, they will judge you and your department as a whole by him. Remember, it may happen that you will be treated in the same immoral way.

Don't be biased towards your colleagues. As far as possible, discard prejudices and gossip when communicating with them.

Call your interlocutors by name and try to do this more often.

Smile, be friendly and use a variety of techniques and means to show good relations to the interlocutor. Remember - what goes around comes around.

Don't make promises you can't keep. Do not exaggerate your importance and business opportunities. If they don’t come true, you will be uncomfortable, even if there were objective reasons for this.

Don't get into a person's soul. At work, it is not customary to ask about personal matters, much less problems.

Try to listen not to yourself, but to others.

Don't try to seem better, smarter, more interesting than you really are. Sooner or later everything will come out and fall into place.

Send impulses of your sympathy - with a word, a look, a gesture, let the participant in the conversation understand that he is interested in you. Smile, look straight into the eyes.

View your co-worker as a person to be respected in his or her own right, rather than as a means to achieve your own goals.

Ethical standards for business communication and behavior should describe common system and rules of ethics that

which, in the opinion of the organization, its employees should adhere to. These standards are developed to improve business communication at various levels and in various areas of the organization. The purpose of their creation is to establish a normal moral atmosphere and determine ethical recommendations when making decisions.

In the West, organizations usually communicate ethical standards to their employees in the form of printed materials. Some firms create working groups or standing ethics committees. Others hire a business ethics professional called an ethics attorney. Its role is reduced to developing judgments on ethical issues, including the ethics of business communication. In Russia, unfortunately, the ethics of business communication and business ethics in general are not yet given due attention.

Questions for self-control

1. Define the concepts of “ethics”, “communication”, “business communication”, “ethics of business communication”.

2. What are the features of the ethics of business communication in traditional society?

3. Name the main positions on the relationship between ethics and business that exist today.

4. What do you think is the role of ethics in business communication?

5. Name the basic principles of ethics in business communication between a manager and a subordinate.

6. Name the basic principles of ethics in business communication between a subordinate and a manager.

7. Name the basic principles of ethics in business communication “horizontally” (between colleagues).

2.2. Etiquette and culture of behavior of a business person

Etiquette (from French Etiquette) means an established order of behavior somewhere. This is the most general definition of etiquette.

Culture of behavior- actions and forms of communication of people based on morality, aesthetic taste and compliance with certain norms and rules. A true culture of behavior is the organic unity of a person’s internal and external culture, the ability to find the right line of behavior even in a non-standard, and sometimes even in an extreme situation.

Business Etiquette- the most important aspect of the morality of professional behavior of a business person, entrepreneur. Knowledge of it is a necessary professional quality that must be acquired and constantly improved. Almost 70% of transactions beneficial for business people did not take place due to the fact that Russian businessmen do not know the rules of business communication and do not have a culture of behavior. This figure is confirmed by international experience. So, back in 1936, Dale Carnegie wrote: “The success of a person in his financial affairs depends 15 percent 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 advice on etiquette and behavioral culture. They know well 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.

We emphasize that adherence to business etiquette and the ability to behave culturally are especially important when working with representatives of foreign companies and when traveling abroad to conclude transactions. Many “new Russians” have a noticeable bad taste in clothing, jewelry, and behavior. Foreign entrepreneurs who respect themselves and the honor of their company often stop all negotiations after the first meeting. The behavior of such “new Russians” can be assessed in words from the famous fairy tale by A.S. Pushkin about an old woman who “can neither step nor speak.”

In order not to get into an absurd situation, you need to know the rules of good manners. In the old days, Peter the Great taught them strongly. In 1709, he issued a decree according to which anyone who behaved “in violation of these rules” was subject to punishment.

ketu." Perhaps it is necessary to introduce punishment for those domestic businessmen who expose not only themselves to ridicule, but also cast a shadow on Russian entrepreneurship.

So, knowledge of business etiquette and the ability to behave culturally are the basis of entrepreneurial success.

Etiquette is a historical phenomenon. The rules of people's behavior changed with changes in the living conditions of society and the specific social environment. Etiquette arose during the birth of absolute monarchies. Adhering to certain rules of behavior and ceremonial was necessary for the exaltation of royalty: emperors, kings, tsars, dukes, princes, dukes, etc., to consolidate the hierarchy within the class society itself. Not only a person’s career, but also a person’s life often depended on knowledge of etiquette and compliance with its rules. That's how it was in Ancient Egypt, China, Rome, Golden Horde. Violation of etiquette led to enmity between tribes, peoples and even wars.

The process of mutual enrichment of rules of conduct made it possible to develop mutually acceptable etiquette, recognized in its main features, and enshrined in customs and traditions. Etiquette began to prescribe standards of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, on public transport, etc.

The rules of etiquette, clothed in specific forms of behavior, indicate the unity of its two sides: moral, ethical and aesthetic. The first side is an expression of a moral norm: thoughtful care, respect, protection, etc. The second side - aesthetic - testifies to the beauty and grace of forms of behavior.

But besides the rules of cultural behavior, there is also professional etiquette. There have always been and will remain relationships in life that provide the highest efficiency in performing professional functions. Participants in any interaction always try to maintain the most optimal forms of this interaction and rules of behavior. For example, in an organization, a newcomer will be required to strictly adhere to proven and proven rules of business communication, so

how they facilitate the performance of professional functions and contribute to the achievement of goals. In this or that team, group of workers, employees, business people, certain traditions develop, which over time acquire the force of moral principles and constitute the etiquette of this group, community.

Etiquette of business relations is defined, in particular, as a set of rules of behavior in business, which represents the external side of business communication.

Business etiquette is the result of a long selection of rules and forms of the most appropriate behavior that contributed to success in business relationships. Business etiquette includes strict adherence to the rules of a culture of behavior, which presupposes, first of all, deep respect for the human person. This sincere respect should become an integral part of the nature of a leader or businessman. He needs to learn to believe in the integrity of people. It is impossible to detect even a sign at the first meeting that you suspect that your interlocutor may deceive you. Behavior should be based on a moral assessment: business partner - good man! Unless, of course, he has proven otherwise by his actions.

A culture of behavior in business communication is unthinkable without following the rules verbal(verbal, speech) etiquette, associated with forms and manners of speech, vocabulary, i.e. with everything speech style, accepted in communication of this circle business people. There are historically developed stereotypes of speech communication. They were previously used by Russian merchants and entrepreneurs, and now they are used by cultured Russian and foreign business people. These words are: “ladies”, “gentlemen”, “sirs” and “madams”, “dear colleagues”.

In a business conversation you need be able to give an answer for any question. Even with the simplest questions, asked several times every day, “How are you?”, you must always remember a sense of proportion. Not answering is impolite; muttering “fine” and walking past is also impolite, if not rude; to indulge in long discussions about one's affairs is to be considered a bore. In such cases, business etiquette prescribes answering something like the following: “Thank you, okay,” “Spa.”

for now, it’s a sin to complain,” and in turn ask: “I hope that everything is fine with you?” Such answers are neutral, they reassure everyone, they follow the norms established in Russia: “Don’t jinx it when things are going well.”

In verbal (verbal, speech) communication, business etiquette involves the use of various psychological techniques. One of them - "stroking formula" These are phrases like: “Good luck to you!”, “I wish you success,” famous phrases: “For a big ship, a long voyage.”

The etiquette and tact of a business person are manifested at every step - during a fleeting conversation with a subordinate, colleague, at a production meeting, etc. Unfortunately, sometimes officials abuse the form of addressing “you”. They address “you” to subordinates who are much older than them in age, but say “you” to a young superior. In the form of addressing “you”, disdain for the subordinate is manifested.

The etiquette of official and business relations requires strict adherence to speech norms, both in interpersonal communication, and during business conversations and meetings. When you talk to people (or even just one person), conduct the conversation without being interrupted. All matters, with the exception of urgent, sudden ones, can wait.

In the speech etiquette of business people, compliments- pleasant words expressing approval, a positive assessment of business activities, emphasizing taste in clothing, appearance, balance in the partner’s actions, i.e., an assessment of the business partner’s intelligence.

Business etiquette requires strict adherence during negotiations rules of conduct for the country- business partner. The rules of communication between people are related to the way and style of life, national customs and traditions. All this is the result of centuries of life experience, the life of previous generations of a particular people. Whatever the traditions, rules of behavior, you have to follow them, if, of course, you want to succeed. The proverb “You don’t go to someone else’s monastery with your own rules” is especially true here. Often it is necessary to comply

all the rules even if you don’t like them. The interests of the business are higher than your tastes and preferences.

There are many examples of the peculiarities of the rules of behavior of businessmen in different countries. If, for example, Americans, emphasizing their affection, pat you on the shoulder in a friendly manner 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.

During a business conversation with Italians, try not to demonstrate your rejection of their loud, overly animated speech, or the heated discussion of even an insignificant issue, and when communicating with the Japanese, do not be surprised by their use of super-polite turns of phrase. Over-politeness towards a partner and “humiliation” of one’s own “I” (for example, “I, unworthy, and my insignificant wife invite you, the Highly Honored and Noble One, to visit us”) do not interfere, but help the Japanese to conduct their affairs well. It is difficult to find another business partner who would calculate in advance with such scrupulousness the most incredible options for the upcoming transaction and set so many different (financial, legal, etc.) traps for his negotiating partner, like the Japanese. Japanese hyper-politeness is a kind of drug that lulls the vigilance of a negotiating partner.

It is also important to follow certain rules regarding clothes And appearance. A trendy suit is completely optional. It is important that it is in decent condition, not hanging like a bag, and the trousers should not resemble a greasy old accordion. The costume must be in place and at the right time. If negotiations with partners are scheduled for daytime, a light suit will do. Pants and jacket can be of different colors. But if negotiations take place in the evening, the suit should be dark, the shirt should be fresh and ironed, the tie should not be flashy, and the shoes should be cleaned. A business man's elegance is determined by his shirt, tie and shoes, not by the number of suits he brings with him.

To travel abroad, it is enough to have three sets of clothes: dark and light suits, a decent jacket

and a sweater for walking. If your trip route passes through the countries of the East, then remember that women should not wear trousers, they should not appear on the street, in in public places without stockings or tights (especially in countries professing Islam), and men wear bright ties.

It must be remembered that there are no trifles in business relationships. Etiquette means a lot for business. The clothes and behavior of an entrepreneur or manager are his calling card. They begin to formulate an idea 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 the hotel, and during the meeting itself. Remember, you are surrounded by people everywhere who are studying you with varying degrees of bias.

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

Decent behavior during communication is a direct indicator of the level of our culture. And in modern society rules of behavior play an important role. The general impression of a person has a direct impact on his reputation and status. Knowledge and observance of the rules and norms of etiquette, the ability to make a pleasant impression, and build effective communication are significant elements in a person’s life. That is why many business partners pay special attention to the behavior of the people around them.

Peculiarities

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

It is not enough to simply be an educated, cultured, well-mannered or polite person - you must follow a whole set of rules in order for you to be valued in society as a professional. Compliance with business etiquette is the key to success in a business environment.

Conscientious work, a high awareness of social duty and mutual assistance - all these qualities in business ethics must be cultivated and improved. And correct and competent speech, image, ability to behave in society and understanding of the intricacies of non-verbal communication will help to win people over.

Key features of business etiquette.

• In business etiquette, the concept freedom it is implied that ethics should not interfere with the free will of all partners. In a business environment, you should value not only your freedom, but also the importance of trade secrets and the freedom of action of your partners, that is, not interfere in the affairs of other companies and not interfere with the choice of methods for executing agreements. Freedom also presupposes a tolerant attitude towards religious and national characteristics interlocutors.
• You need to pay special attention to your speech, this will help politeness. When communicating with colleagues, partners and clients, the tone and timbre of your voice should always be welcoming and friendly. A respectful attitude not only helps to maintain good relationships, but also helps to increase company profits.
• Tolerance and Tolerance consist in understanding and accepting the shortcomings or weaknesses of partners, clients or colleagues. This attitude helps to establish mutual trust and understanding.

It is important to remember that communication should be completely focused on good. Rudeness and hostility are not applicable when communicating in a business environment. Even a dishonest partner needs to be treated favorably, be in control, and remain calm and ethical in all situations.

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

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

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

Functions

Basic functions of business etiquette.

• Socio-cultural: acceptance of the individual and the group increases the effectiveness of business interactions and optimizes work activity: the formation of rules and norms of behavior is necessary not only in the business environment, but also in all aspects of human life.
• Regulatory allows you to navigate in a complex or non-standard situation, which ensures stability and order. Standardization of behavior facilitates the process of establishing communication in any typical business situation. This allows you to avoid mistakes, troubles and stress. Helps to achieve mutual understanding and save time during negotiations. Formation of a positive image of the company and the manager in the eyes of employees, clients and partners.

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

Business is the coordinated activity of many people. And the company's performance depends on the ability to establish connections and maintain good relationships not only with employees, but also with partners and clients.

Kinds

The rules of business etiquette must be observed in any life situations, regardless of the circumstances. Business etiquette applies:

• At work;
• V telephone conversations and business correspondence;
• at official receptions or business dinners;
• while traveling.

Basic moral and ethical standards must be observed in any situation. There is a so-called “first second” rule, when you can create the first impression of a person. It includes greeting, handshake, introduction and first address.

Body language reveals much more about character than words and appearance. Nonverbal signs reflect the essence and inner world In a person, for example, crossed arms or legs signal mistrust, tightness or uncertainty.

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

Basic rules and regulations

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

There are many rules and requirements that must be followed. Some components have already lost their relevance. For example, it used to be that a woman should get out of an elevator first, but Now etiquette standards say that the first person to exit the elevator is the one who is closest to the doors.

There are eight main areas of business etiquette.

• Positive attitude and a friendly attitude towards employees and partners allow you to positively win over people.
• Subordination: Different people have their own ways and manners of communication; you must always remember with whom you are conducting a dialogue. For example, you can have friendly relations with the project manager and communicate with each other on a first name basis, but at a meeting with partners it is only permissible to address them as “you” and by name and patronymic.
• When greeting You should not limit yourself to just the phrases “Hello” or “Good afternoon”; you should also use nonverbal gestures: bow, handshake, nod or wave of the hand. Also don't forget about in simple words politeness “Thank you”, “Sorry”, “All the best”, etc.
• Handshake– an obligatory element of greeting, farewell and conclusion of an agreement, which gives the mood for further communication. The first person to extend his hand is the one who is younger in status or age. But if there is a dialogue with a woman, then the man extends his hand first. But a woman is always the first to greet her boss or manager.

• In a business society there is no division of people by gender, Only service ranks are taken into account. In any circle, the person of junior rank or age is the first to introduce himself and say hello. There is the following order: first, the youngest is introduced to the elder, the man is introduced to the woman, the lowest in status is introduced to the leader, latecomers are introduced to those who are waiting. During greetings and introductions, it is necessary to stand, but the woman can sit. But if you are the leader and the host at the same time, then you should say the first word.
• To any person with whom you have a business relationship, you must treat with respect, you also need to calmly and adequately accept criticism and advice from outside.
• Don't say too much– secrets of an institution, company, partners or colleagues must be kept as carefully as personal ones.
• Accepting or giving flowers, gifts and souvenirs is permitted within the framework of business ethics. The occasion may be personal events or corporate achievements. It is better for a leader to make one gift from the team. A personal gift is best given behind closed doors and on a special occasion. A presentation to a colleague or co-worker can be made for any reason - but in this case, as a rule, the principle “you - to me” applies; I - to you." Congratulations from a manager to a subordinate are usually done individually or publicly, but then all employees are given the same gifts.

Business correspondence

An educated and cultured person can always competently express his thoughts not only orally, but also in writing. Main requirements for management business correspondence– this is brevity, conciseness and correctness. There are basics of formatting business letters and documentation.

• The letter must be correctly composed without spelling, punctuation and stylistic errors. Communication style is businesslike, using bureaucratic language.
• It is necessary to decide on the type and urgency of delivery of the letter.
• Any official appeal must comply with accepted and current templates. It is advisable to draw up the letter on the official letterhead of the company or department. Each request or response must be personalized and personal.
• You must indicate the recipient's initials, position, division or department to which the letter is sent. The sender's details with detailed contact information, indicating the name of the company and the position of the employee are required.

• You should not use a large amount of professional terminology, and you should also avoid ambiguous expressions and jargon.
• The main part of the letter consists of an introduction and a description of the purpose and subject of the conversation. The text must be convincing with sufficient argumentation and not exceed 1.5 pages. The sender's signature is placed at the end of the letter.
• If the letter has an international focus, then it must be written in the recipient’s language.
• When is it sent? e-mail, you should pay attention to the “email subject” field. The line indicates: document type, topic and summary.

Business conversation

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

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

• Avoid conflict situations– do not use categorical statements, criticism and take into account the interests of all parties in resolving the case.
• Take care of your wardrobe - a careless appearance, a shabby suit and an unkempt hairstyle are regarded as neglect and are assessed negatively by others.
• You should definitely have a few business cards in your jacket pocket. Their absence is considered a sign of bad taste and will be perceived in a negative way.
• If you are just applying for a job, then try to behave calmly and confidently during the interview. Watch your posture and walk into the office with your head up. Do not rush to sit on the first chair, wait until you are asked to do so. Communicate politely and confidently, keep your legs parallel to each other and do not cross your arms.