Rules of business conduct in the organization. Business Etiquette. Its functions and properties The main functions of etiquette in business communication

05.11.2022

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 a person’s business and personal qualities from 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.

Violation of 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.

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

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

Politeness

The tone of communication with colleagues, partners, and clients is always friendly and welcoming. An impeccable smile is the calling card of a successful person in business. Politeness helps to increase the profitability of an enterprise and maintain good relationships 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 his 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 with 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. A strict suit, acceptable colors in clothes (usually black, gray, white), 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

A conscientious, responsible, decent attitude to work is perhaps the main sign of professionalism. At work, it is not customary to solve personal matters, visit social networks, talk a lot with colleagues on unrelated matters, or 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

An 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 e-mail not only with the name of the author, but also to leave contact information (name of organization, zip code, telephone 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. The 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

The ability to competently conduct negotiations and effectively complete them is a 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, intrigues, the Cold War, as well as office romances (personal life is expected outside of work and not in 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 is quite a bit of psychological literature on body language that 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:

personal, innate;
professional, acquired.

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

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

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

A person’s ethics is expressed in the following manifestations of his morality:

conscience, a sense of personal responsibility for everything that happens in life;
will, developed self-control, clear regulation of behavior;
honesty, the ability to tell the truth and act accordingly;
collectivism, social orientation of activities, friendliness, desire to strive for a common goal;
self-control, stress resistance, control over feelings and emotions;
integrity, consistency, upholding ethical positions, matching words with actions;
diligence, desire to work, interest in work;
responsibility, seriousness, stability;
generosity, tolerance, humanity, tolerance;
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 style.

Business partner – shark or dolphin?

Supportive and non-supportive styles of behavior.

Man and woman: features of business style and relationships at work.

There is the concept of “business style,” which means a value-based, cognitive, emotional and behavioral way of solving problems, including a way of expressing thoughts, a characteristic manner of behavior with business partners, methods of organizing or performing any work that are typical for a given person. Business style is determined by the dominant motivation when making a decision, such as: human good, benefit, specific result, personal success, innovation or tradition. Depending on this motivation, we have a partner who cares only about himself or about his organization or about the common cause. The basic distinguishing features of a person’s business style are the relationship between planning and situationism when resolving issues, as well as a person’s orientation towards independence, dependence, cooperation or leadership. An important distinguishing feature of business style is the orientation of the individual towards the formal performance of duties or towards human relationships. The psychological components of business style can be called the degree of punctuality, accuracy, pedantry, the individual’s attitude to the official hierarchy and business etiquette, the predominance of traditions or innovations in personal work. So, the elements of a person’s business style are: motivation for activity, method of decision-making, the nature of the relationship with a partner, the manner of organizing work.

When choosing a business partner, we also choose a business strategy for working together with him. These could be: egoistic strategy - focusing on one’s interests and personal success; altruistic strategy – orientation towards universal human values and universal interests; cooperative strategy – focus on partnerships and the search for mutually beneficial solutions. In works on business psychology, a Shark partner and a Dolphin partner are distinguished. The Shark Partner comes from a selfish business strategy: “There is always one winner. I don't need to change myself. My decision is correct." The Dolphin Partner assumes a cooperative business strategy: “Let everyone win. Be prepared to admit a mistake. What if…"

When developing your own business style, as well as in the process of understanding your partner, you should distinguish between supportive and non-supportive styles of behavior. A supportive style of behavior is communication in which a person feels important and valuable to a partner. A non-supportive style of behavior is communication in which the importance and value of a partner is consciously or out of ignorance reduced. A supportive business style assumes that you constantly demonstrate to your partner a positive reaction to his presence, interest in his problems, and attention to what he says. A non-supportive business style is expressed in a lack of interest in a partner, a desire to reduce communication time, an unwillingness or inability to delve into issues that concern the interlocutor. A non-supportive behavioral style can be used specifically to lower a partner's self-esteem; but may simply be a consequence of inexperience or lack of positive communication skills. In this case, you need to learn to actively show respect and attention to the other person.

When analyzing possible business styles, it is worth paying attention to gender and age, as factors that largely determine the nature and forms of business communication.

Men and women have different business styles, that is: different motivations for business behavior, different ways of solving problems, different methods of organizing work. Men tend to be authoritarian, women tend to be democratic. If the organization adopts a democratic style of communication, then women as leaders are valued as highly as men, and if it is authoritarian, then women leaders are rated lower. Men are strong, active, assertive, women are the same – aggressive and intrusive. The male style of communication indicates a desire for social dominance and independence, the female one - towards mutual dependence, partnership or cooperation. The difference between male and female business style is expressed in the following:

Men are characterized by the so-called technocratic style, while women are characterized by an emotional-egoistic style. Men perceive innovations more easily, while women are more inclined to traditions. Men are quicker to grasp the problem as a whole, women are more attentive to details;

Despite the fact that politics and business are still dominated by men, sociologists and psychologists distinguish male and female management as a difference in orientation towards power and exchange of services for men, and towards the interests of people and their desire to work for women;

For men, rationality and simplicity are the main criteria for the correctness of a decision, for women - positive human consequences;

Men constantly strive to nullify the emotional intensity of the activity; women cannot work without a personal relationship to the subject of the activity and their partners;

For a man, the result is more important than the process, for a woman - vice versa. When solving any problem, men prefer to reduce intermediate links; women are characterized by elaboration of details and inhibition of making a final decision;

Women rely on themselves, and men on the team, although in reality women are more inclined to consult and communicate, and men are more prone to authoritarian methods of decision-making;

Women are more likely to be shy in front of their superiors, submit to someone else's authority, and tend to believe that the interests of others are more important than their own. A woman's self-esteem, as a rule, is underestimated, while a man's is overestimated compared to the actual results of their activities.

Women are unable to separate their personal and professional lives emotionally. Both happy and unhappy women work worse, while a happy or unhappy man at work is able to disconnect from his personal problems, and in his private life forget about work. 90% of men consider work to be the most important thing in life.

Relations between men and women in the process of business communication.

The general pattern of communication between the sexes is that both men and women evaluate a new person in a company, group, or team from the standpoint of sexual attractiveness. That is, it is almost impossible to avoid the influence of the gender factor on business relationships. Gender differences often make partners a “problem” for each other and sometimes create unconscious communication barriers. According to men, women are more likely to demonstrate inappropriate behavior. Men reproach women for their inability to deal with their own mistakes, passivity and incorrect prioritization.

A woman is a “problem” for a man in business relationships because the female business style is determined by its focus on human relationships and working out details - this irritates a man. Men hate it when women get upset, nervous and cry. Firstly, they believe that a woman’s nervous reaction is the result of a wrong decision, and this lowers their self-esteem. Secondly, they are angry with the woman for putting them in a situation of psychological discomfort. Thirdly, men themselves have difficulty moving from one emotional state to another, so female nervousness turns out to be a prelude to greater nervousness for them, and they respond to it with aggression. A man is disoriented by a woman's behavior. For example, the feminine manner of interrupting women is a way of expressing increased interest. For a man, such a woman’s behavior is an irritating factor, signifying bellicose incompetence and bad manners. In addition, the woman acts as a sexual irritant.

If a man wants to influence a woman, then it is better to leave the mannered-sweet tone and replace it with a voice of conviction. But at the same time, we must not forget about the “hypnotic” effect of male compliments on a woman. Women generally do not attach importance to their words and absolutize any words of a man. It has long been said that a man and a woman need to be bold in deeds and incredibly careful in words. A man's compliance flatters a woman, but not for long. If a woman is given primacy, then she begins to feel burdened by this role. A woman always demands and expects certain views and principles from a man; a passive man with unstable views is alien to her understanding.

A man is “incomprehensible” to a woman with his formalism. She gets nervous if “he” doesn’t pay attention to her and gets nervous if he does. A woman suffers more from the bad manners of others. In addition, she is constantly annoyed by male chauvinism. A businesswoman also has to resist stereotypical views of women: women are too sensitive, women are too nervous, women are unpredictable.

In a man's world, it is customary to demonstrate one's competence and it is customary to consider women the weaker sex. Therefore, a business woman has to choose between a masculine behavioral style, which can lead to professional success, and a feminine behavioral style, which will increase the self-esteem of the men around her, but will not allow her to make a career. For example, calling a woman by her first name, last name, or a diminutive emphasizes her special position in the team, and a woman has to choose: accept it and doom herself to possible neglect, or deny it, and thereby risk ending up in a ridiculous position. Adult men in the workplace value rules above human relationships just as much as they did in childhood during group games. On the other hand, when men quarrel, they are not very worried and quickly forget about the quarrel and its cause. It's not like that for women. After a quarrel, they sort things out for a long time and do not soon resume close relationships.

If a woman wants to influence a man, then she should know that the man’s psyche is exhausted by the belief in his importance. And it is this faith that must be constantly strengthened. Men should be constantly praised, and for real and concrete successes.

When analyzing the psychological subtext of business relationships between a man and a woman, standard situations should be taken into account: “boss - subordinate”, “business partners”, “colleagues”. Prejudice against female bosses is well known. Each person, taking on leadership, faces resistance from others. The woman faces additional resistance because men recognize only one woman who has the right to lead him - this is his mother. If a woman at work can receive orders from her boss; then the man agrees to listen only to advice from his boss. Men expect a woman to be efficient, not to be able to lead. A woman, therefore, can or should constantly demonstrate her competence and strength, combining the incompatible: charm and assertiveness, femininity and willingness to take risks. A tandem of male and female bosses is considered psychologically optimal, in which the man acts as an instrumental leader (a formal leader or a person capable of distributing functions and making decisions), and the woman is an emotional leader (the center of emotional tension and release, a person who ensures positive interpersonal relationships in the group) . Any group works effectively if there are men and women in it. Men do not allow women to gossip and be capricious, and women do not allow the organization to be turned into a barracks. When the boss is a man, a woman fears both discrimination and harassment from him. It turns out that the consciously cultivated Don Juan complex is very productive as a behavioral style of communication in heterogeneous groups. It tones up women, keeps men in shape, but does not take business relationships to a personal level.

In a work situation, a man and a woman are theoretically always compatible, since women's irrationality and deceit are compensated by women's constructiveness and sociability, and men's determination and straightforwardness are weakened by the desire for success and the need for power. In practice, when a man and a woman interact as business partners, it is necessary to provide for the possibility of using the gender factor as an additional way of putting pressure on the partner. For example, men may use a behavioral strategy of veiled hostility against women: talking in a raised tone, profanity, threats and intimidation are undoubtedly more powerful for women than for men and demoralize them.

In the “colleague” situation, the business relationship between a man and a woman can develop along several negative or positive trajectories. Firstly, conflicts between colleagues are possible if the boss pursues a policy of gender equality, which practically means a refusal to take into account the problems of a working woman (husband, children, household). Secondly, discrimination against women in terms of career advancement is possible. On a positive note, it is possible to introduce personal relationships into business communication: friendship or camaraderie, as well as office romance as a result of “working in a team.” In principle, this impact of the gender factor on business relationships is positive, since it tones, calms and promotes adequate self-awareness and self-esteem for both men and women.

Thus, a man and a woman in business relationships cannot help but demonstrate characteristics and differences in cognitive, emotional and volitional reactions and behavioral styles. Men strive for independence and women care for interdependence, so having both men and women in any group is a positive thing. The effectiveness of men and women depends on the extent to which they themselves and the surrounding conditions contribute not to “equality of the sexes”, but to “equality in difference.” A business woman has to take into account the significance of rules, regulations, instructions for men and use her knowledge for workaround maneuvers. And a man needs to take into account women’s sensitivity and emotional memory. Modern communication technologies make it possible for different people not to change, but by adapting to each other to make their lives comfortable.

Dear Colleagues!

The work of our Company directly depends on the availability of clients. Therefore, in order to maintain the overall image of our organization, all employees are recommended to comply with the norms of official, professional ethics, rules of business conduct and office appearance standards.

Employees represent the image of the Company to clients, therefore, the image of the company and, ultimately, its commercial success depend on the image of each individual employee, his behavior in the workplace and work with clients.

These Rules apply to both the Company’s employees and employees of third-party organizations located on the Company’s territory.

Professional Conduct

Employees in the course of their work activities must be guided by the highest standards of business communication:

· maintain the business reputation and image of the Company in business circles;

· in relationships with employees of other enterprises and organizations, government agencies, and, in particular, with the Company’s clients, act honestly, ethically and fairly, show correctness, attentiveness, tolerance and respect.

Customer service is the most important task of the Company, therefore employees must provide any client with the best service. In a highly competitive environment, a customer may switch to a competitor due to poor quality service. Our main task is not only to attract a client, but also to create all the conditions for long-term cooperation with him. A considerate attitude towards the client, creating the most favorable conditions for him is the key to long-term partnerships.

The immediate manager of the department that served the client is responsible for delays in customer service, as well as for poor-quality or insufficiently professional service.

Compliance with fire safety regulations

Smoking on the Company's premises is permitted only in strictly designated and equipped areas.

For technical center employees - on the western side of the building, near the exit from the service area to the parking lot.

For other employees - near the eastern exit of the building.

The immediate manager of the unit is personally responsible for compliance with these requirements and the requirements of fire, sanitary, technical safety, safety of furniture, equipment and technical means in the premises.

General internal rules

Company employees should:

Treat the Company's property with care, take measures to prevent damage that may be caused to the Company;

Use personal computers, office equipment and other equipment effectively and only for work purposes;

Strive to reduce the cost of long-distance telephone calls by making extensive use of e-mail;

Use materials, electricity and other material resources economically and rationally;

Maintain cleanliness and order in your workplace, office and other premises.

The working day starts at 9-00. Arrival time for all Company employees is 15 minutes before the start of the working day to bring their appearance and workplace into proper shape.

The end of the working day is at 18-00 for all Company employees, with the exception of Technical Center employees. The end of the working day for employees of the Technical Center is 19-00. All employees are prohibited from leaving the workplace before the end of the working day.

In case of additional coordination of the work schedule with the head of the structural unit in each specific case, the work schedule can be set individually, if this does not affect the work activities of the Company’s employees.

Employee communication style over the phone

The client’s impression of the Company is formed from the first telephone conversation, therefore each employee must be able to communicate competently over the telephone.

It is unacceptable to ignore telephone calls: no later than the third signal of the call, an answer must follow. When answering a phone call, you must politely say hello, say the name of the Company and introduce yourself, indicating your name and position. Telephone conversations should be conducted in a loud, clear voice, speech should be intelligible and friendly.

If the employee whose phone is ringing is serving a client present, one of his colleagues must answer the phone call, or, after apologizing to the client present, the Company employee answers the phone call and, asking the interlocutor to remain on the line, ends the conversation with the client. A phone call should not be ignored.

When internally transferring calls to a department, repeating the Company name is not necessary. An employee of the unit, answering a phone call, politely introduces himself, indicating the name of the unit and his name.

Employee communication style

In order to create a healthy working climate and open and timely communication, every employee of the Company, regardless of their position, is obliged to respect personal dignity and not allow themselves to make a strong emotional assessment of the actions of others.

The Company's management maintains an open door policy for its employees. This means that the immediate manager is obliged to listen to his subordinate and respond accordingly.

If the immediate manager does not want or cannot listen to his subordinate, then the latter can contact the Personnel Service.

Teamwork and the efforts of all employees are the conditions for achieving success. The company welcomes friendly relations between employees and does its best to maintain a favorable socio-psychological climate in the team. All disagreements between employees are resolved by their immediate supervisor or in cooperation with employees of the Personnel Service.

It is unacceptable to make any conflict the property of third parties.

The Company's management encourages employees to submit ideas, feedback, and any suggestions or concerns.

In the presence of the Company's clients, addressing a superior manager by name is unacceptable. Familiarity between Company employees in the presence of third parties is not permitted, as is opening doors without knocking, entering an office without permission, or interrupting conversations between other employees or with a client.

The Company's management hopes that all employees comply with the rules of business etiquette.

Clothing style and appearance

The employee's image should embody representativeness, reliability, and stability.

Employees must look neat: clothes are clean and ironed, shoes are polished, hair is neat. In winter, replacement shoes are required. Men must be clean shaven. The use of evening perfume (with a strong smell), bright cosmetics and extravagant hairstyles (for women) is not advisable.

· for men

Business suit. A combination suit is possible (for example, a black jacket - gray trousers, trousers with a shirt without a jacket). Shirt with long (in winter) or short (in summer) sleeves. A tie is required.

For IT department employees, drivers, couriers, trousers with a jumper are possible.

· for women

A business suit (trouser or skirt) is recommended. It is also possible to combine a skirt or trousers with a blouse without a jacket, a jumper or a sweater (not thick). In the summer, tights are desirable.

· for men

Any clothes made of denim;

Suits and shoes in bright colors;

Sportswear and shoes;

Knitted T-shirts, jumpers, sweaters and turtlenecks without jackets;

Socks in bright colors.

· for women

Sportswear and shoes;

Sandals, shoes with a heel height of over 7 cm;

Clothing made of transparent material;

Knitted T-shirts;

Any denim clothing, tight leather clothing;

Trousers or skirts “on the hips”;

Short blouses or jumpers that leave a strip of belly exposed;

Short skirts (more than 10 cm above the knee);

Highly low-cut blouses and jumpers;

Tights with a pattern, in a fishnet;

Evening style clothing, as well as extravagant, pretentious clothing;

A large number of decorations.

On Saturday, casual clothing is allowed, i.e. made of denim.

Employees should not put themselves in order directly in the office: comb their hair, use perfumes and cosmetics, clean shoes and clothes, etc.

Any rules regarding the appearance of employees apply to everyone, without exception, during the entire working time (i.e., while the Company is open and there is no one there) on working days. If an employee visits the Company while on vacation, he is not required to comply with these rules.

If an employee’s appearance does not comply with these rules, he may be sent home; the Company will not pay for his absence.

The department head must ensure compliance with the rules. Also, the head of another department or someone from senior management has the right to reprimand the employee that the violation is unacceptable.

For employees who work directly with customers On the sales floor:

All employees of the Company, as well as employees of other organizations directly related to clients (secretaries, office managers, sales managers, customer service managers, credit inspectors, merchandise experts, etc.) must wear a corporate uniform and badge indicating the employee's name.

If there is no corporate uniform:

· for men:

Business suit. A tie is required. Badge indicating the employee's name.

· for women:

Black business suit, including a straight skirt and vest. A white blouse or shirt with long sleeves. Neat manicure. Open-backed shoes and large amounts of bright and flashy jewelry are not allowed.

For workers working in production facilities

All Company employees working in production premises, as well as with highly polluting substances and materials, must wear special clothing or have a change of clothes.

Visiting public catering establishments

To avoid delays in customer service, during the lunch break, one of the employees of each of the Company’s divisions is required to be at their workplace.

When visiting public catering establishments, employees working in industrial premises, as well as with highly polluting substances and materials, must wash their face and hands, and also change into clean clothes or put on a clean robe.

One of the tables in the dining room should always remain free. The Company's clients are served without a queue.

These Rules come into force in 2008.

We hope for your understanding and compliance with these rules.

Best regards, Administration

The entire system of business etiquette rules is built on the basis of the following principles:

Principle of respect

The principle of priority of the elder

The principle of women's priority

Principle of aesthetics

Hygiene principle

Respect includes politeness, respect for status differences, and a combination of equality (parity) and advantage (priority). The degree of regulatory stringency depends on the situation and can vary greatly depending on the cultural and historical context. The requirements of etiquette can only act as responsibilities voluntarily accepted by each person in relation to other people.

The behavior of participants in business interaction is largely determined by the relationship of their statuses. At the same time, a superior has a higher status in relation to a subordinate, a senior in relation to a junior, a woman in relation to a man, a more experienced one in relation to a newcomer, a group in relation to one person. The one who has a higher status has priority, advantage. Sometimes status relationships are contradictory. In practice, the priority of the elder and the priority of the woman often find themselves in a competing relationship. This contradiction is resolved depending on the situation, the difference in status, established relationships and the personal will of the senior in position. In a more formal setting and with a significant difference in official position, the status of a male boss is certainly higher than that of a female subordinate. In a less formal setting, a boss may give priority to a woman as a courtesy, such as letting her through the door. In this way, he will show his good manners and goodwill. A woman should not decide for herself about her status advantage, but she should not refuse the privileges given to her by her boss.

Compliance with the norms of business etiquette requires certain efforts, self-control and self-restraint, and at the same time ensures a combination of extra-personal requirements, conditions and tasks of society with behavior and manifestations of personality. Thus, business etiquette is an important component of business communication, ensuring at the behavioral level the coordination of the interests of all its participants.

The rules of business etiquette are based on general premises and basic principles. The first are the following postulates:

Every person you deal with in business should be treated with the same courtesy and respect;

The rules of etiquette are the same for men and women.

At the same time, naturally, the rules of generally accepted etiquette are preserved, although some of them have now lost their binding nature, for example, elements of “knightly” behavior. For example, paying bills in a restaurant, throwing open doors for a woman, jumping up from a chair if the woman entering is late for the appointed time, letting a lady go first when exiting an elevator - such traditions are already becoming a thing of the past.

Modern business etiquette recommends that the person closest to the door exit first. The man and woman each put on their coat themselves, although if one has difficulty in doing so, the other is obliged to help him. You must always accept signs of attention from another person. Women should not only open doors themselves, but also let others through if necessary, regardless of whether they are a man or a woman. Courtesy, tact, giving and receiving, providing mutual assistance if necessary, and equally for persons of both sexes - these are the main features of business etiquette.

Golden Rule: Treat others, everyone without exception, the way you would like to be treated. A polite person is one who has learned to look at himself as if from the outside, through the eyes of other people. People's Artist N.P. Akimov said this in his article “On Good Manners”: “If we could teach people to more often evaluate their own behavior from the outside, to see themselves as if from an outsider’s perspective - their posture, their movements, to hear their words and their intonation - this would be a huge achievement in our lives. Because a person who commits an unethical act becomes ugly, and no one wants that. An ill-mannered young man who rudely pushes away an elderly man when boarding a tram does not think about how unsightly he looks at that time. But if he knows that the girl accompanying him remains at the bus stop, in whose eyes he wants to be beautiful, he will certainly behave gracefully and even give way to the woman.” Akimov N.P. "About good manners." M.: 1979.

But just be polite, friendly, etc. not enough. In business etiquette, the general principles of correct behavior are expressed in the following basic concepts:

Do everything on time.

Don't say too much.

Think not only about yourself, but also about others.

Dress appropriately.

Speak and write in good language.

1. The first of these obligations - to do everything on time - means the need to come to work on time, and this must be done every day. If circumstances do not allow you to show up for work on time on any day, you should call the office and notify your boss - this is the only way in this situation you can maintain your reputation as a reliable person. Not only do delays interfere with work, they are a sign that the person cannot be relied upon and is a poor performer. It is quite obvious that the presence of such a negative quality as failure to fulfill obligations on time affects career advancement.

The requirement to do everything on time applies to all other professional and official activities. All things must be done on time. Therefore, it is important to be able to calculate the time required to complete it, taking into account those possible problems that are difficult to predict.

2. Don't say too much. The essence of this principle is that a person is obliged to keep the secrets of his organization. Moreover, we are talking about all matters of the company or institution where he works - from technology to personnel. The same can be said about those details of their personal lives that co-workers can tell each other about.

3. Think not only about yourself, but also about others. Without this there can be no talk of any success. Not taking into account the opinion and interests of a buyer, client or partner is like trying to fly in a vacuum, flapping your wings. One of the businessmen said about this: “All troubles occur because of selfishness or fixation on one’s own interests. For example, sometimes they try to harm colleagues in order to gain an advantage in competition with colleagues or to advance within their own establishment.

You should always keep in mind that everyone has their own interests and every point of view contains a particle of truth, even if it seems to you that your opponent or interlocutor is absolutely wrong. Therefore, an immutable requirement of business etiquette is the need to respect other people’s opinions and the desire to understand them.

4. Dress appropriately. In this principle, the most important thing is the need to fit into the environment at work, and within this environment - into the contingent of workers at your level. In addition to the fact that you need to 'fit in', your clothes should be chosen with taste - correspond to fashion in style and color. The same goes for shoes and other accessories.

If you are going to have a business dinner right after work, then do not dress in evening dress, otherwise people will think that you have a personal rather than professional interest in them (especially if you are dating a person of the opposite sex).

5. Speak and write in good language. This principle means that everything you say and write - notes, letters, etc. - must not only convey a clear and focused idea, but also be presented in good language, and all proper names must be pronounced and written without errors. If you have difficulties with grammar and spelling, use dictionaries, textbooks and the services of more competent employees.

It is necessary to prohibit yourself from using abusive and obscene expressions - even those of others that you retell. There are many “word substitutes” that can convey your negative attitude towards something. In addition, it is possible that an overly principled boss (especially a boss) may fire you for using profanity.

A high culture of communication presupposes a developed ability to speak, listen, and conduct a conversation. There is hardly a better way to develop the mind and culture of communication than conversation. This is a whole art with the help of which people get to know each other, find mutual understanding, and become convinced of the correctness or incorrectness of their ideas on a variety of issues.

In the aspect of human communication, most information is transmitted through gestures, posture, positioning and maintaining distance between partners. Understanding how communication occurs between people and managing these phenomena will help you learn more about the actions of your partners, thereby gaining the opportunity to improve relationships with other people.

K.S. Stanislavsky stated: “People communicate using the organs of their five senses, through visible and invisible ways of communication: eyes, facial expressions, voice, movements of hands, fingers, and also through perception.” Stanislavsky K.S. Collected works T.2. Sometimes an incident occurs: we say the right words, but they don’t trust us. This happens when our facial expressions, plasticity, and posture that we take at the moment of communication do not correspond to what we are talking about.

In the business sphere, people's social behavior is regulated by numerous formal and informal social norms - legal, economic, administrative, technical and technological, social norms. As well as regulations relating to both the qualitative and quantitative parameters of the products produced or services provided, as well as the nature of the joint activities of its employees and departments, and their interaction with the environment external to the enterprise - suppliers, consumers, government agencies and society as a whole.

The behavior of each employee, individual departments, their managers and the enterprise as a whole is regulated and controlled by formal and informal social norms. The first include norms that are documented and supported by sanctions. Formal norms within an enterprise are represented by a set of management regulations covering all systems and levels of management; the role of formal norms external to the enterprise is played by legal, administrative and technical norms of a federal, regional and departmental nature. The second - informal norms - are standards, rules and requirements of behavior that develop in the process of interaction between people and are reflected in the consciousness of society (or a group, if we are talking about group norms). They play an important role in regulating all these interactions along with formal norms.

Send your good work in the knowledge base is simple. Use the form below

Students, graduate students, young scientists who use the knowledge base in their studies and work will be very grateful to you.

Federal Agency for Railway Transport

Ural State Transport University

Department: personnel management and sociology

Abstract on the topic:

“Business conduct. Rules of business conduct in the organization"

Ekaterinburg - 2009

Introduction

1. Business communication

1.1 General provisions

1.3 Dialogue communication

1.5 Telephone communication

2. Business conversations and negotiations:

2.1 General provisions

2.2 Ethics and psychology of business negotiations and conversations

2.4 Business cards

Conclusion

List of used literature

Introduction

The relationships and behavior of people in the process of joint activities, to which each person devotes a significant part of his life, have always aroused special interest and attention from philosophers, psychologists, sociologists, as well as practitioners who sought to generalize their experience of business behavior in a particular area, correlate it with the moral norms developed by humanity and formulate the basic principles and rules of human behavior in a business (office) environment.

Business behavior is a system of actions of an individual associated with the implementation of his business interests and including interaction with partners, clients, managers, subordinates, and colleagues. Business behavior is realized through business communication, establishing relationships and making decisions that contribute to business success, as well as through respect for the interlocutor.

Business communication is a process in which there is an exchange of business information and work experience that involves achieving a certain result in joint work, solving a specific problem or realizing a specific goal.

1. Business communication

1.1 General provisions

The ability to behave appropriately with people is one of the most important, if not the most important, factor determining the chances of achieving success in business, employment or entrepreneurial activity. Dale Carnegie noted back in the 30s that the success of a person in his financial affairs, even in the technical field or engineering, depends by fifteen percent on his professional knowledge and eighty-five percent on his ability to communicate with people in this context The attempts of many researchers to formulate and substantiate the basic principles of ethics of business communication or, as they are more often called in the West, the commandments of personal public relation (can be very roughly translated as “business etiquette”) are easily explained. Jen Yager, in her book Business Etiquette: How to Survive and Thrive in the World of Business, outlines the following six basic principles:

1) Punctuality (do everything on time). Only the behavior of a person who does everything on time is normative. Being late interferes with work and is a sign that the person cannot be relied upon. The principle of doing everything on time applies to all work assignments.

2) Confidentiality (do not talk too much). Secrets of an institution, corporation, or specific transaction must be kept as carefully as secrets of a personal nature. There is also no need to retell to anyone what you heard from a colleague, manager or subordinate about their official activities.

3) Courtesy, goodwill and friendliness. In any situation, it is necessary to behave with clients, clients, customers and co-workers politely, affably and kindly. This, however, does not mean the need to be friends with everyone with whom you have to communicate on duty.

4) Attention to others (think about others, and not just about yourself). Attention to others should extend to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates.

5) Appearance (dress appropriately). The main approach is to fit into your work environment, and within this environment - into the contingent of workers at your level. You need to look your best, that is, dress with taste, choosing colors that suit your face.

6) Literacy (speak and write in good language). Internal documents or letters sent outside the institution must be written in good language, and all proper names must be conveyed without errors. You cannot use swear words. Even if you just quote the words of another person, those around you will perceive them as part of your own vocabulary.

1.2 The influence of personality traits on communication

A personality has individual traits and qualities - intellectual, moral, emotional, volitional, formed under the influence of society as a whole, as well as in the process of family, labor, social, and cultural life of a person. In communication, knowledge and consideration of the most typical traits of people’s behavior, their character traits and moral qualities become important. Business communication should be built on the basis of such moral qualities of the individual and categories of ethics as honesty, truthfulness, modesty, generosity, duty, conscience, dignity, honor, which give business relations a moral character.

The nature of communication is influenced by the temperament of its participants. Traditionally, there are four types of temperament: sanguine, phlegmatic, choleric, melancholic.

A sanguine person is cheerful, energetic, proactive, receptive to new things, and quickly gets along with people. Easily controls his emotions and switches from one type of activity to another. The phlegmatic person is balanced, slow, and has difficulty adapting to new activities and new environments. He thinks about a new task for a long time, but once he starts it, he usually completes it. The mood is usually even and calm. A choleric person is active, enterprising, has a great capacity for work, and perseverance in overcoming difficulties, but is subject to sudden mood swings, emotional breakdowns, and depression. In communication he can be harsh and unrestrained in his expressions. A melancholic person is impressionable, highly emotional, and more susceptible to negative emotions. In difficult situations, he tends to become confused and lose his composure. Little predisposed to active communication. In a favorable environment, he can cope well with his duties.

Swiss psychologist Carl Jung divided personalities into extroverts and introverts. According to his classification, extroverts are characterized by weakened attention to their inner world and focus on the external environment. They are sociable, sociable, proactive and easily adapt to different conditions. Introverts, on the contrary, are focused on their inner world and are prone to introspection and isolation. These types of temperament are, of course, rarely found in their pure form. For a more detailed classification of personality traits, the Myers-Briggs method is used, named after its creators Isabel Myers-Briggs and her mother and built on the theory of Carl Jung. The type of people according to this method is determined by selecting a person’s traits from each pair of dominant traits into four categories:

1) Extroverts (E) direct their energy to the outside world. They talk and act. Introverts (I), on the contrary, like to think before doing something. They prefer work that requires quiet mental activity.

2) Sensitives (S) are people who actively use their senses to collect information. They are realists and are well versed in the details of this world. Intuitives (N), on the contrary, see deep meaning and wide possibilities for the unfolding of a given situation, since they evaluate the world with the help of their imagination.

3) Logicians (T) make rational, logical conclusions. They can easily identify what is right and what is wrong. They analyze. Emotional people (F), on the contrary, make decisions based on their feelings (and these feelings, in turn, are based on their value system). They are tactful, compassionate and inclined to charity, and are diplomatic.

4) Rationals (J) lead an orderly, organized life, and the more events in life they can control, the better for them. Irrationals (P), on the contrary, are distinguished by spontaneous reactions and welcome new experiences.

A development of this theory of types can be considered the classification of people into four types of temperament proposed by Californian psychologist David Keirsey: NF - romantic, soft; NT - curious, logical; SJ - organized, responsible; SP - playing, free.

The most common form of business communication is dialogue communication, i.e. such verbal communication in which the moral qualities of the individual and character traits by which this or that individual is correlated with a certain type of temperament are most fully manifested.

1.3 Dialogue communication

A business conversation, as a rule, consists of the following stages: familiarization with the issue being resolved and its presentation; clarification of factors influencing the choice of solution; choice of solution; making a decision and communicating it to the interlocutor. The key to the success of a business conversation is the competence, tact and friendliness of its participants. An important element of both business and small talk is the ability to listen to your interlocutor. "Communication is a two-way street. To communicate, we must express our ideas, our thoughts and our feelings to those with whom we communicate, but we must allow our interlocutors to also express their ideas, thoughts and feelings." Questions regulate the conversation. To understand the problem, it is advisable to ask open-ended questions: what? Where? When? How? For what? - to which it is impossible to answer “yes” or “no”, but requires a detailed answer outlining the necessary details. If there is a need to specify the conversation and narrow the topic of discussion, then ask closed questions: should I? was there? is there? will it? Such questions require a one-word answer. There are certain general rules that it is advisable to adhere to when conducting conversations in a business and informal setting. Among them, the following are the most important. You need to speak in such a way that each participant in the conversation has the opportunity to easily enter into the conversation and express their opinion. It is unacceptable to attack someone else's point of view with vehemence and impatience. When expressing your opinion, you cannot defend it by getting excited and raising your voice: calmness and firmness in intonation are more convincing. Grace in conversation is achieved through clarity, precision and conciseness of the arguments and considerations expressed. During the conversation, it is necessary to maintain composure, good spirits and goodwill. Serious controversy, even if you are confident that you are right, has a negative impact on mutually beneficial contacts and business relationships. It must be remembered that after a dispute there is a quarrel, after a quarrel - enmity, after enmity - the loss of both opposing sides. Under no circumstances should you interrupt the speaker. Only in extreme cases can a remark be made with all possible forms of politeness. A well-mannered person, interrupting the conversation when a new visitor entered the room, will not continue the conversation until he briefly acquaints the newcomer with what was said before his arrival. It is unacceptable in conversations to slander or support slander against those who are absent. You cannot enter into a discussion of issues about which you do not have a sufficiently clear understanding. When mentioning third parties in a conversation, you must call them by their first name and patronymic, and not by their last name. A woman should never call a man by his last name.

1.4 Group forms of business communication

Along with interactive communication, there are various forms of group discussion of business (service) issues. The most common forms are meetings and meetings. Management theory offers the following most general classification of meetings and conferences according to their purpose:

Informational interview. Each participant briefly reports on the state of affairs to the supervisor, which avoids filing written reports and allows each participant to gain an understanding of the state of affairs in the institution.

Meeting to make a decision. Coordinating the opinions of participants representing different departments and divisions of the organization to make a decision on a specific problem.

Creative meeting. Using new ideas, developing promising areas of activity.

There are a number of other classifications of meetings, including by scope: in science - conferences, seminars, symposia, meetings of scientific councils; in politics - party congresses, plenums, rallies. Meetings can be divided into technical, personnel, administrative, financial, etc. by topic.

1.5 Telephone communication

The main requirements of the telephone communication culture are brevity (conciseness), clarity and clarity not only in thoughts, but also in their presentation. The conversation should be conducted without long pauses, unnecessary words, turns and emotions. It means a lot how quickly a person picks up the phone - this allows you to judge how busy he is, to what extent he is interested in being called.

Jen Yager outlines the most important principles of telephone ethics:

1) If you are not known where you are calling, it is appropriate for the secretary to ask you to introduce yourself and find out what issue you are calling about. Identify yourself and briefly state the reason for the call.

2) It is considered a violation of business etiquette to impersonate a personal friend of someone you are calling, only so that you can be connected to him more quickly.

3) The biggest violation is not to call back when your call is expected. You must call back as soon as possible.

4) If you call the person who asked you to call, but he was not there or he cannot come, ask him to tell you that you called. Then you need to call again, or tell them when and where you can be easily found.

5) When the conversation is going to be long, schedule it at a time when you can be sure that your interlocutor has enough time to talk.

6) Never talk with your mouth full, do not chew or drink while talking.

7) If the phone rings and you are already talking on another phone, try to finish the first conversation, and only then talk in detail with the second interlocutor. If possible, ask the second interlocutor what number to call back and who to call.

2. Business conversations and negotiations

2.1 General provisions

In political, entrepreneurial, commercial and other areas of activity, business conversations and negotiations play an important role. Not only individual researchers, but also special centers study the ethics and psychology of negotiation processes, and negotiation techniques are included in training programs for specialists in various fields. Business conversations and negotiations are carried out in verbal form (English verbal - verbal, oral). This requires participants in communication not only to be literate, but also to follow the ethics of verbal communication. In addition, what gestures and facial expressions we use to accompany speech (non-verbal communication) plays an important role. Knowledge of non-verbal aspects of communication acquires particular importance when conducting negotiation processes with foreign partners representing other cultures and religions.

2.2 Ethics and psychology of business conversations and negotiations

Business conversation involves the exchange of opinions and information and does not imply the conclusion of contracts or the development of binding decisions. It can be independent, precede negotiations or be an integral part of them. Negotiations are more formal, specific in nature and, as a rule, involve the signing of documents defining the mutual obligations of the parties (agreements, contracts, etc.). The main elements of preparation for negotiations: determining the subject (problems) of negotiations, searching for partners to solve them, understanding your interests and the interests of partners, developing a plan and program for negotiations, selecting specialists for the delegation, solving organizational issues and preparing the necessary materials - documents, drawings, tables, diagrams, samples of offered products, etc. The course of negotiations fits into the following scheme: beginning of a conversation - exchange of information - argumentation and counter-argumentation - development and decision-making - completion of negotiations.

The first stage of the negotiation process can be an introductory meeting (conversation), during which the subject of negotiations is clarified, organizational issues are resolved, or a meeting of experts that precedes negotiations with the participation of leaders and members of delegations. The success of negotiations as a whole largely depends on the results of such preliminary contacts.

The most optimal days for negotiations are Tuesday, Wednesday, Thursday. The most favorable time of the day is half an hour to an hour after lunch, when thoughts about food do not distract from solving business issues. A favorable environment for negotiations can be created, depending on the circumstances, in your office, a partner’s representative office or on a neutral territory (conference room, hotel room suitable for negotiations, restaurant hall, etc.). The success of negotiations is largely determined by the ability to ask questions and receive comprehensive answers to them. Questions are used to control the progress of negotiations and clarify the opponent's point of view. Asking the right questions helps you make the decision you need.

Successful business conversations and negotiations largely depend on partners’ compliance with such ethical standards and principles as accuracy, honesty, correctness and tact, the ability to listen (attention to other people’s opinions), and specificity. And finally, a negative outcome of a business conversation or negotiation is not a reason for harshness or coldness at the end of the negotiation process. The farewell should be such that, with a view to the future, it allows you to maintain contact and business ties.

2.3 Business breakfast, lunch, dinner

Quite often, business conversations take place in an informal setting (cafe, restaurant). This requires the ability to combine solving business issues with meals. Usually there is a business breakfast, lunch, and dinner. They are united by some general principles that apply in all three cases, in particular, generally accepted table manners. However, each of these forms of business communication has its own characteristics. Business breakfast- the most convenient time for meetings of those who work hard during the day. Duration - about 45 minutes. Not recommended for a business meeting between men and women. Business lunch allows you to establish good relationships with partners and get to know your clients better. At noon a person is more active and relaxed than at 7-8 o’clock in the morning. The duration of a business lunch is not strictly regulated and is usually one to two hours, of which up to half an hour is taken up by small talk, which usually precedes the business conversation. Business dinner It is more formal in nature than breakfast or lunch, and in terms of the degree of regulation it approaches a reception. This determines the type of invitations (written, not telephone), the features of clothing (dark-colored suit). The duration of a business dinner is two hours or more.

When deciding to organize (accept an invitation to) a business breakfast, lunch or dinner, you need to think about your goals and understand whether a more relaxed atmosphere of the feast will contribute to their solution. It may be easier to resolve these issues in the office or over the phone. Each meeting related to a feast can take from one to three hours, and you need to treat your own and other people’s time with the utmost respect.

Meeting point. When choosing a meeting place, it is necessary to show good manners and tact. When you are interested in a conversation, you can show your respect for the person by setting a meeting place closer to his place of work. The level of the restaurant should correspond to the position occupied by the people you invite.

Organization. It is necessary to strictly adhere to pre-agreed agreements on the place, time and composition of meeting participants (who, where and when will meet). Only if absolutely necessary can changes be made to the pre-approved plan.

Seating at the table. If a reservation has been made, it is good practice to wait until all the guests have arrived and only then sit down at the table. If you need to sort out papers and you are only meeting with one person, it is preferable to sit at a table for four rather than for two. In this case, there will be good reasons to ask the person to sit to your right rather than opposite.

Payment. Either the person who first suggested meeting or the person in a higher position must pay the bill. If the situation could be misconstrued as an attempt to gain someone's special favor, it should be suggested that everyone pays for themselves. This is especially true for representatives of the media and government officials at all levels: breakfast of a journalist or official at someone else’s expense may be considered an attempt to influence the press or a manifestation of corruption of government authorities. However, the most general approach would still be this: the inviter takes on all expenses.

Gratitude. After a business breakfast, lunch or dinner, it is customary to at least thank the person who invited you. More appropriate, however, is a thank-you note, although this element is often neglected in business relationships.

2.4 Business cards

The business card is widely used in business relations and protocol diplomatic practice. They are exchanged when meeting, used for introductions in absentia, expressing gratitude or condolences, flowers, gifts are sent with them, etc. Business cards are produced using a printing method. The text is printed in Russian, on the back - in a foreign language. Indicate the name of the institution (company), first name, patronymic (in domestic practice), last name, and below them the position of the owner. Be sure to indicate the academic degree (title), in the lower left corner - the full address, in the right - telephone and fax numbers.

The size of business cards and the font in which the text is printed are not strictly regulated. They are significantly influenced by local practices. We have adopted the following standard - 70x90 or 50x90 mm.

Women, according to tradition, indicate only their first, middle and last names on business cards. However, nowadays, taking an active part in business life, women are increasingly following the rule of providing more detailed information about their position, academic degree and title.

As a rule, business cards are exchanged in person, adhering to the principle of reciprocity. A person who pays a visit to another person must leave his business card. When a business card is delivered to the addressee personally by its owner, but without paying a visit, it is folded on the right side along the entire width of the card. This rule applies more to diplomatic practice. In some cases, business cards are sent by mail or courier (the latter guarantees timely delivery).

When leaving or sending business cards, which replaces a personal visit, in the lower left corner, depending on the specific case, the following abbreviated inscriptions are made in pencil:

P.r. (pour remercier) - when expressing gratitude;

P.f. (pour feliciter) - when congratulating on the occasion of a holiday;

P.f.c. (pour faire connaissance) - when expressing satisfaction with an acquaintance;

P.f.N.a. (pour feliciter Nouvel an) - for congratulations on the occasion of the New Year;

P.p.c. (pour prendre conge) - when saying goodbye, when there was no farewell visit;

P.c. (pour condoler) - when expressing condolences;

P.p. (pour presenter) - when introducing or recommending another person upon arrival, by way of correspondence acquaintance.

Business cards may also contain other inscriptions. At the same time, we must remember that they, as a rule, are written in the third person, for example: “Thanks for the congratulations,” “Congratulations on the holiday...”, etc.

There are simple but mandatory rules for presenting a business card: it must be handed to the partner turned so that he can immediately read the text. You should say your last name out loud so that your partner can more or less learn the pronunciation of your name. In Asia they are supposed to be given with both hands; in the West there is no special order in this regard. You should also accept business cards with both hands or just your right hand. At the same time, both the presenter and the receiver exchange slight bows. Having accepted the business card, you need to read his name out loud in the presence of your partner and understand his position and position. During negotiations, you should put business cards in front of you so as not to get confused with names. It is better to sort them in the order in which the partners are sitting in front of you. You cannot crumple other people's business cards, make notes on them, or twirl them thoughtfully in front of the owner. This is perceived as disrespect and even insult. It will seriously tarnish your reputation if you do not recognize the person with whom you once exchanged business cards.

Conclusion

Compliance with the norms of business behavior requires certain efforts, self-control and self-restraint, and at the same time ensures a combination of extra-personal requirements, conditions and tasks of society with behavior and manifestations of personality. Thus, business behavior is an important component of business communication, ensuring at the behavioral level the coordination of the interests of all its participants.

References

Sukharev V. A. To be a business person. - Simferopol, 1996

Chestara J. Business etiquette. - M., 1997

Conducting business conversations and negotiations. How to achieve your goal. - Voronezh, 1991

Braim M. N. Ethics of business communication. - Minsk, 1996

Debolsky M. Psychology of business communication. - M., 1991

Mirimsky L.Yu., Mozgovoy A.M., Pashkevich E.K.

Business relations in entrepreneurial activity. Business ethics course. - Simferopol, 1996

Star news