Business etiquette: basic rules of conduct

It is important for every person to know the basic principles of etiquette when dealing with people. This is necessary to create a favorable environment in society and friendly relations. Business etiquette is of particular importance. It implies an established procedure for communication and behavior in the field of business and business relations. Knowledge in this area will help you establish yourself well at work in the eyes of superiors and colleagues, as well as get a position one step higher.

It often happens that company employees have no idea about the rules of communication among themselves in a team, and this entails the inability to find contact with superiors and colleagues. In this case, the employee feels at a dead end when it becomes necessary to ask for an increase in salary, competently introduce himself to new employees or the director.

From the above, it can be concluded that knowledge of the rules of correct communication for business is the key to successful business and the main indicator of the professional skills of an employee.

So, in order to delve into this topic and gain new knowledge and rules, you need to know the features of this area.

Business etiquette falls into the following categories:

• Non-verbal behavior - gestures, manners (handshakes, manner of sitting, positioning among colleagues).
• Protocol issues: the first meeting, introduction to colleagues or superiors, the location of a person in a hotel.
• Behavior of boss and employee.
• Reception rules for owners and visitors of restaurants, cafes, etc. (table setting, tips, location of guests at the table).
• Dress code. It means the rules for choosing a costume and designing the appearance according to the main criteria.

• Rules for drinking alcoholic beverages.
• Features of behavior in different countries (China, Japan, Germany, India and many other countries require different behaviors that correspond to national traditions).
• Phone conversations.
• Online Conversation Rules.
• Verbal rules of communication - a way of constructing sentences, the use of certain words, regulation of intonation, etc.

The concept of business etiquette includes all the norms and groups of behavior in the office.

It may seem that the existing rules of communication that should be observed in society are also suitable for the business sector. In order to decide on this issue and dispel doubts about the need for knowledge in the field of work etiquette, we will first consider its functions.

Business etiquette is one of the main aspects of professional activity. Often, a large part of the likelihood of a transaction lies in the ability to make the right impression on a person.

Realizing the great importance of correct behavior in business, the Japanese spend billions of dollars a year.This is not to say that this investment is meaningless: the success of the firm and transactions depends on the skills of the employee to interact in the business area and invest efforts in the common company.

Unfortunately, a great many domestic entrepreneurs in Russia are not so familiar with professional etiquette. This is not due to the unwillingness of the individual to learn new things, but due to ignorance of the magnitude of the importance of the rules of conduct. It is worth noting that meetings of domestic and foreign entrepreneurs often take place. In order to successfully draw up transactions in such circumstances, it is necessary to know the intricacies of interaction with foreign citizens.

Modern etiquette is almost the same in many countries, although their culture is different. When forming these rules, all components of the national culture are taken into account.

Here are some rules that will serve as the foundation for building relationships with colleagues and superiors at work:

• Golden Rule of Ethics: "Do unto others as you would like them to do unto you". In truth, this is the main rule of communication in all areas of life. A person subconsciously perceives your mood by verbal and non-verbal signs. Therefore, he feels both positive and negative attitudes directed towards him. If you greet a person with a warm smile, then surely he will answer you in the same way. The same rule works with a casual gesture or a cold greeting.
• Your clothes shouldn't draw too much attention.. Everyone wants to be beautiful, but in some situations, an abundance of accessories, a revealing neckline, or an overly bright suit can work against you.The interlocutor will not be able to focus on the essence of the conversation or simply take you seriously. Understated style is best suited for a business setting.

• Punctuality is the main rule of successful work. Do not be late and do not put off the work for a long time. The ability to do everything on time demonstrates a serious attitude to work and earns respect from colleagues and superiors. A punctual employee is more likely to get promoted and stay in good standing with superiors.
• Always watch your speech. You must express yourself clearly and competently. The ability to speak beautifully has been valued at a high level since ancient times. The notes and memos you write should be informed and uncluttered.

• Subordination is essential. You can not mix personal and official relationships, otherwise it will lead to disastrous consequences for both the first and second relationships.
• This rule is related to the previous one: don't talk too much about yourself. You should always be able to keep a distance with a person. Otherwise, there will be insubordination with colleagues or superiors, or even an abundance of rumors that have arisen from your own stories.

Every letter you write must be in a business style. Parasitic words, metaphors, lyrical digressions, a long presentation of things “not in essence” are completely unacceptable. In addition, sentences must be formatted correctly in terms of grammar, spelling and punctuation. When creating a document, use only suitable paper, letterhead, enter a valid address. Proper design of the letter will demonstrate your respect for the addressee.

The most important rule is to show respect for the interlocutor. It is necessary to limit all topics that can knock the conversation out of a positive rut. Discussion of strangers, focusing on their appearance, marital status, rumors or illnesses is completely unacceptable. In this case, you may be suspected of slander, which will cause the interlocutor to have negative feelings towards you.

Speak calmly, try to avoid expressive gestures and topics that can turn your conversation into an active discussion. If you feel that a controversial topic is about to arise, try to politely and unobtrusively switch the topic of the conversation. If you want to object to the interlocutor, you need to do this in a calm, even tone.

There is a type of people who, due to their temper, immediately nullify all the arguments of the opponent and rush to convince him otherwise, without even allowing the interlocutor to speak out in full. This is a gross mistake. Don't try to drive your point of view into your opponent's head, just say it calmly and fully, and then there is a high probability that he will support you. But you should not act the other way around: hastily agree with everything that a person says, as this is just as annoying as constant disagreement.

Know how to pause in communication, focus all your attention on the interlocutor.Listen carefully to what he says, you can respond with soft interjections or a nod of the head. In this case, the speaker will be pleased to communicate with you, contact will already be established.

Your voice should not be too loud or quiet, it is unacceptable to raise it to the interlocutor, to speak in a threatening or mocking tone. It is advisable not to delay the interlocutor for more than 10 minutes, otherwise the conversation may bore the person. Change interlocutors, expand the circle of contacts - in this case, the correct temporary measure of the conversation will be observed.

If the conversation has dragged on, the topics of conversation have ended, and you anticipate an awkward pause, a good way to end the conversation is to pour water, make an urgent phone call, etc.

Talking on the phone is of great importance when conducting business conversations, as this tool allows you to give orders, ask for something and conduct a business conversation. Telephone conversations are especially useful in cases where the interlocutor is far away. A phone conversation determines how much a person will want to deal with you in real time, therefore, this part of etiquette should be taken seriously.

A feature of conducting telephone conversations is the obligatory ability to briefly and clearly state the main idea and get an answer. At the same time, the less time you take away from the subscriber, the better. For example, an employee of a Japanese company is obliged to resolve all the issues that have arisen over the phone within three minutes, otherwise he will simply be left without work.

The foundation of successful telephone conversations is tact, goodwill (this applies not only to words and expressions, but also to your tone), the desire to promptly help the interlocutor in his problem. It is important to establish mutual trust, which is based primarily on your positive attitude.

The true mood of the speaker is always noticeable, no matter how hard he tries to hide it.

No need to talk slowly and quietly. Moderate expression in this case plays a big role. The ability to interest the interlocutor and rivet his attention to the object of conversation depends on it. You need to speak convincingly and with full confidence in your knowledge and competence.

Don't neglect the meaning of intonation: psychologists say that a person perceives almost half of the information with the help of the intonation of the interlocutor. Speak calmly and evenly, do not try to interrupt the interlocutor.

If the interlocutor is in a bad mood and is trying to get back at you by making unfounded accusations and starting an argument, do not answer him in the same way. Partially agree with his opinion and try to understand his motives. Try to avoid narrow professional expressions that can lead the interlocutor to a dead end: state everything as clearly and clearly as possible, but in a businesslike tone.

Talking on the phone can be complicated by the fact that listening to the names of cities, complex names and terms can be difficult.Speak long words slowly and in syllables, if the subscriber writes down the address during the conversation, then you can spell it out - this obviously will not hurt anyone.

Here is a short list of phrases that you may need when communicating on the phone.

Requests:

• “Excuse me, could you call us a little later? »
• "Please repeat again, if you don't mind."

Apologies:

• "I apologize for the late call."
• “Sorry for the forced long conversation.”

Gratitude:

• "Thank you for your advice, we will certainly take into account your suggestions."
• "Thank you for giving us your attention."

Wishes:

• "All the best".
• "Have a nice evening".

Answers to any requests:

• "Of course we will help you."
• "Yes please".

Apology responses:

• "Don't apologize, it's okay."
• "Do not worry".

Thank you responses:

• "It was my pleasure to be of service to you."
• "Well, that's my job."

Mistakes that can be made while talking on the phone:

• If you doubt that the subscriber you need is in touch, it is better to specify: “I'm sorry, is this the number 536-27-679? No need to ask, “Did I get there? " "Who are you? » If you dialed a subscriber, and there is an urgent need to distract from the call, tell him that you will call back in a couple of minutes. Don't keep the person on the line waiting.
• Try to dial an accurately verified number. Don't ask questions like, "What are you doing Friday night? » This is not a very correct construction of the question, which will force the subscriber to state his personal affairs or admit that he is not busy with anything. It is better to clarify whether it will not be difficult for him to meet at this particular time.

• Call at the right time. Night or lunch time will definitely complicate the interlocutor. Before starting telephone conversations, make a short conversation plan so that the conversation does not get off track. Do not conduct parallel dialogues.
• Avoid long monologues and don't forget to listen to the interlocutor. Questions like “Who am I talking to? " "What would you like? sound extremely rude and turn a business conversation into a classic interrogation.

Features of negotiating with foreigners is not only in the difference of customs, but also in the features of the national character. For example, Americans and Italians are free to speak in raised tones, while the British try to keep a calm conversation. Hispanic interlocutors tend to be close to each other during the exchange of information, while for other nationalities it is important to keep a distance.

Greeting in each country is different. In some countries, shaking hands with women is inappropriate, so it would be logical to wait until the woman herself extends her hand to you. The handshake should not be too strong. In Latin America, they usually greet with hugs, in Asian countries they often bow. In France and the Mediterranean countries, it is not uncommon to greet with a kiss on the cheek.

Most often, the main task in the exchange of information is the correct interpretation of sentences by the translator. It is necessary to avoid the use of ambiguous phrases, to speak slowly and legibly. Do not quote from poems, phraseological units and similar expressions - they will be difficult to translate, since the translation of such expressions takes a lot of time.

If you have the feeling that the situation arose not too friendly, rather, due to a misunderstanding associated with the translation, do not let things take their course. The interpreter may ask you and the interlocutor to once again express your point of view in order to decide on all the questions that have arisen and smooth out possible awkwardness.

You can not neglect your appearance, because it is the first impression that forms the attitude towards a person:

• The suit is the main element of a business person. A person who looks neat and well-groomed inspires confidence, a person gets the impression that in professional matters a person is no less accurate and attentive.
• Do not combine a business suit with sports shoes or a bag. This option spoils the whole official business style. But if there is a need to use a sports bag, choose a bag that matches the color of the suit.

• A tie is a mandatory attribute of a formal business style. Do not neglect this element of clothing. Some jackets are worn most often without a tie, but this option does not belong to the official business style.
• Opt for classic suit colors and a discreet tie without a bright pattern. Socks should also be dark in color. This is the ideal image for a business person.
• A tied tie should be of medium length: reach the end of the belt buckle.
• You should not combine two elements containing a pattern in your image. Decorations should be kept to a minimum.
• The appearance of women should not attract much attention. A revealing neckline or catchy costumes are unacceptable, make-up should be of calm shades. Hair should be neatly removed, and accessories should be used in limited quantities.

The ability to behave with dignity, to express yourself clearly, to avoid conflict situations unobtrusively and to look attractive is necessary for a successful person. We hope that the above rules will help you successfully join the team and make a lot of successful deals.

At the interview, you need to carefully listen to the questions of the leader. To delve into the technology of communication in the team, its content. Find out if it is common for subordinates to give gifts to each other and to superiors. All these recommendations will help you to fit into the team and understand the rules of the company's protocol.

In England, Italy and the USA, the requirements for business etiquette are completely different than in Russia. Arab companies, for example, never accept gifts. But the essence of business etiquette and its definition always remain the same. The requirements are the same for everyone.

For more information on business etiquette, see the following video.