home Construction

Business etiquette teaches what rules briefly. Ethics of business communication. What are the features and general principles of business ethics and business etiquette

Reading time: 3 min

Business communication etiquette is a set of moral rules, norms, ideas that regulate relations, as well as the behavior of individuals in joint production activities. Business communication etiquette is a necessary part of human life, as well as the most important relationships with other individuals.

The main regulators of relations are ethical norms, which express ideas about evil and good, injustice and justice in people's actions. Communicating with his boss, subordinates, colleagues, a person spontaneously or consciously relies on the etiquette of business communication. Depending on the understanding of moral norms, the content and degree of etiquette, an individual can make business communication effective, solve tasks, achieve goals, or vice versa, make it impossible.

Etiquette translated from French means a set of rules of conduct that relate to people (forms of treatment, behavior in in public places, dealing with others, greetings, clothes, manner).

Etiquette of business communication is manifested at various levels of the social system, as well as in different forms. Participants in business communication are in official status and are aimed at achieving specific goals. Its distinguishing feature is the absence of self-sufficient meaning, since the etiquette of business communication does not act as an end in itself, but directly serves as a means to achieve other goals. In market relations, this is getting the maximum profit.

Speech etiquette in business communication

The peculiarity of business communication is due to the fact that it arises about or on the basis of a certain type of activity that is associated with the production, for example, of a business effect or product. At the same time, the parties to business communication act in official (formal) statuses that determine the necessary norms and standards (including ethical ones) of people's behavior. The specifics of business communication is the regulation, expressed in obedience to established restrictions, cultural and national traditions, ethical professional principles.

Speech etiquette in business communication is a complex process in the development of contacts between individuals in the service sector. There are "unwritten" and "written" norms of behavior in various situations of official contact. The accepted certain order, as well as the official form of circumvention, is called business etiquette. It forms rules that promote mutual understanding of people, and also creates convenience, practicality and expediency.

Business etiquette consists of rules: norms (horizontal) that apply between members of the team, as well as instructions (vertical) that are specific to the leader and subordinate.

General requirement Speech etiquette in business communication is considered friendly, as well as a precautionary attitude towards all employees, partners, regardless of antipathies and sympathies. The regulation of business interaction is noted in attention to speech.

Speech etiquette in business communication is the norms of linguistic behavior developed by society, typical ready-made formulas that allow you to organize etiquette situations, requests, greetings, thanks, such as “be kind”, “hello”, “pleased to meet you”, “let me apologize” . Sustainable structures are selected taking into account the psychological, social, age characteristics.

Speech etiquette in business communication involves establishing contact between people, exchanging certain information to build joint activities, and cooperation.

There are the following stages in business communication:

establishing contact, including acquaintance, as well as understanding of another person;

orientation in the current situation of communication, as well as its comprehension with pauses;

discussion of the problem;

solution to the problem;

exit from contact (completion).

Official business contacts are based on partnerships, built on mutual requests, as well as on the needs and interests of the business. In direct contact, namely direct conversation, oral, as well as non-verbal communication. Phone messaging or conversation is common.

Business communication etiquette is a real art, which is impossible to master right away. Compliance with norms, culture, rules of conduct will have a paramount role in moving up the career ladder. If you are an up-and-coming specialist, as well as the face of the company, then think and imagine yourself as part of a team. greeting "hello" Everyday life means: “I am disposed to maintain a relationship”, the absence of this etiquette is read as a lack of desire to maintain a relationship. Therefore, the norm is the greeting of customers, employees, visitors, both at the beginning of the conversation, and in the absence of intentions to enter into verbal contact.

In business communication, speech etiquette is a set of speech etiquette means, as well as certain rules for their use in various situations.

Business communication etiquette includes the following important points:

business meetings should not be late;

reception of guests involves careful preparation (development of a negotiation plan, discussion with colleagues);

corresponding strict appearance;

it is important before the meeting to collect information about those with whom you meet, to think over all the questions of interest.

Etiquette and protocol of business communication

The protocol includes a greeting, introduction, address, as well as a handshake. If you don't already know each other, please introduce yourself. According to the protocol of business communication, the head of the host party is the first to appear, then the head among the guests. Then they introduce the rest of the employees. If a large delegation has arrived, then name-calling is avoided by presenting lists of participants, where participants are indicated by name and position.

At a business meeting, the junior in position is always introduced to the senior, gender does not play a role; if you had to meet with a partner before, then you need to introduce yourself again. If someone has not introduced himself, you can safely ask him about it, but do not ask again. It is necessary to memorize the names immediately so that there are no awkward situations. A handshake at a business meeting is used as a sign of an agreement, and it is also used immediately after the words of greeting. When introducing you to another person, he is the first to extend his hand to you. A handshake is done with the right hand, if it is busy, they serve the left, but after apologizing.

The handshake initiative comes from the eldest and from the one who has a higher position. A woman is given the right to decide whether to give her a hand or not. According to etiquette, she is the first to give a hand for greeting. Approaching the group and shaking hands with one of the members, you must do the same with everyone. Oral greetings are limited if the group is large. If the outstretched hand for a handshake is not answered with a handshake, then this is regarded as an insult.

Ethics is a philosophical science, the subject of which is morality. The practical significance of ethics is noted in the field human communication and communication of people is an important component in the process of joint activities. The joint activity of people in relation to morality cannot be neutral. Compliance with business communication etiquette is the most important component that will determine success in business and in entrepreneurial activity, career advancement. Psychologists note that success in financial affairs or in the technical field is fifteen percent dependent on professionalism and eighty-five percent on the ability to conduct business communication.

Jen Yager, PhD, points out six principles of business etiquette:

Punctuality, timely completion of work;
Confidentiality (keeping the secrets of the corporation or the personal life of colleagues, the results of the transaction);
Friendliness, courtesy, goodwill in any situation; showing attention to others (to colleagues, boss, subordinates);
Respect for the opinions, criticisms, and advice of colleagues, subordinates and superiors (when expressing doubt about the quality of your work, show that you value the experience and considerations of other people);
Compliance with the dress code - code of clothing;
Control your speech, the absence of swear words in speech.

Ethics and etiquette of business communication should be based on the moral qualities of the individual, as well as the categories of ethics: truthfulness, honesty, generosity, modesty, dignity, duty, conscience, honor, giving business relations a moral character.

The etiquette of a business meeting during lunch includes the following points:

making an appointment at an office or restaurant near the invitee's office;

the initiator of the meeting reserves a table;

it is important to inquire in advance about the tastes and preferences of the dinner participants;

if you don’t know your gastronomic preferences, then find out the restaurant’s menu: how rich is the choice of meat and vegetable dishes;

a table is booked in a non-smoking room;

the initiator of the meeting arrives at the restaurant 15 minutes earlier;

the choice of dishes is limited to familiar dishes;

if the meeting is scheduled in the office, then it is held in the conference room or meeting room;

such lunch is served by the ordered personnel;

the main purpose of the dinner is a business conversation, which begins with general phrases, gradually moving on to the topic;

at this informal meeting, jokes, touching on abstract topics will be appropriate, but correctness and tact in everything are required.

Telephone etiquette in business communication

During telephone conversations, etiquette in speech plays an essential role, since the interlocutor does not see, but only hears you. It is important to monitor the volume of speech, clarity, speed, and also observe the following rules: the call should be answered no later than 3 beeps. In the event that you call yourself, then hang up no earlier than 5 beeps.

A greeting should sound at the beginning of the conversation. Before starting a conversation, find out if it is convenient for the interlocutor to communicate now. In case of refusal, specify when you can call back. Ends the conversation, and also calls back after interrupting the phone call by the initiator. If your call is on behalf of a third party, for example, you are a secretary, then name on behalf of which company you are calling and succinctly state the topic of the upcoming conversation. If you yourself are a third party and you are asked to be connected, specify the purpose of the conversation.

Make all personal calls outside business hours. Promised to call back - be sure to call back. Watch your tone of voice, do not chew during a conversation. Let the interlocutor complete his speech. Do not cross talk with other people during telephone conversations. If the connection is of poor quality, then it will be right to continue the conversation after a while. In this case, either party can initiate the end of the call.

Speaker of the Medical and Psychological Center "PsychoMed"

We form an opinion about a person by how he behaves. If a person knows business etiquette, is polite, helpful, understands without words what they want from him, we can assume that he is at home in the business environment and has every opportunity to earn.

If you understand the language of etiquette, recognize the non-verbal cues addressed to you, and know how to respond to them, then you are in the game.

Good elevator entry manners can take you to the top of your career. And knowing who climbs the office ladder first can be a stepping stone to business success. Someone will argue that this is a trifle. But "from the little things perfection is made, and perfection is not a trifle"!

The ideal place for a meeting is a meeting room, where nothing distracts the attention of the meeting participants.

Your non-verbal behavior in negotiations should reflect your interest in the outcome of the meeting and attention to the issues under discussion, so you should not:

yawn or engage in other extraneous activities,
draw on notes, leave cell phones on,
play with the pen.

mobile etiquette

The most important rule of mobile etiquette is dictated by common sense: we have the right to use cell phone, if we do not restrict the freedom of other people, do not infringe on their interests and do not violate their privacy (confidentiality).

You need to call a mobile phone for business matters during working hours, on weekdays it is considered the time period from 9:00 to 21:00. mobile phone.

At work, you can use it only to solve business issues - you should not devote everyone to your personal affairs. It is also undesirable to talk on the phone.

In public transport, in a restaurant and in other places where strangers will be forced to become witnesses of your private conversations. if you get a call and there are other people around you, leave the room and talk.

Voice mail

If you want to dictate a voice message, speak clearly with your department and personal details. The message must be short. Do not include multiple phone numbers and email addresses in a voice mail message, one is sufficient.

Speakerphone

Before switching the conversation to the speakerphone, ask the permission of the interlocutor. Don't answer speakerphone calls or check your voicemail on speakerphone—especially if you work in a large, crowded office rather than a private office. It will distract those around you.

How to seat guests at formal receptions

The hostess sits down at the table first and invites guests to take their seats.
At the table, men alternate with women.
Spouses or employees of the same firm do not sit next to each other.
The men help the ladies in the neighborhood sit down, then sit down themselves.
The most honorable place at the men's reception is to the right of the host. If a reception with the participation of women, then to the right of the hostess. If the guest of honor is invited with his wife, then the guest sits to the left of the host of the reception, and the guest to the right of the hostess - of course, if the hostess and the host are sitting next to each other.
At the end of the meal, the hostess leaves the table first, giving a signal to the rest of the guests.

Business etiquette around the world

The English dress the instructions for action in the form of a polite request. However, it is mandatory to do so.

If you have a mess in business papers, the Germans will draw the appropriate conclusions. It is strictly forbidden to violate the terms and scope of work specified in the contract. Every single point must be strictly followed.

Business negotiations in France, as a rule, begin no earlier than 11 am. Negotiations are best French, since the reverent and even painful attitude of the French to their language and culture is not a myth at all.

Great importance in America is attached to the family and hobbies. Therefore, in the office of an American, you will always see photographs of his relatives and items related to his hobby. But this does not mean that you can talk about personal topics. Personal information (age, physical parameters, marital status, religious and political views) is available only to relatives and friends and is not subject to discussion.

Italians pay great attention to the meal, so meetings are often scheduled in a restaurant. By refusing treats, you risk losing partners. True, the agreements reached during the feast mean little. Final decisions are made later. Business conversations never start with business questions. It is customary to talk about life. Do not only ask questions about family and politics, and do not speak dismissively about football.

The Confucian rule says that a man and a woman should not touch each other when giving or taking something. Therefore, avoid touching a woman. It is also not customary to open the door in front of her or give way.

Greetings in Japan are accompanied by a polite smile and a bow of at least 15 degrees. A bow of 45 degrees is more respectful. When the Japanese greet a very important person, the bow can be all 90 degrees.

With foreign partners, the Japanese can shake hands. But if you are bowed, answer at least a small bow, folding your palms at face level. Avoid direct eye contact.

Arabs freely deal with time. Arriving at the agreed time, you may not catch the Arab partner, but you will be well received and treated to coffee, which will be refilled until you shake the cup as a sign that you do not want any more. Business decisions are made, as a rule, at the highest level and do not depend on those who conduct negotiations. Therefore, sometimes the decision process is delayed for a long time. Patience and the ability to wait will help you do business in the east.

When meeting, when you are introduced or you introduce yourself, do not rush to shake hands. The person to whom you are introduced should do so first. Remember: according to business etiquette, it is not customary to kiss the hand of ladies at an official meeting (according to the rules of secular etiquette, only married women kiss the hand and only indoors).

Business etiquette discourages shaking hands with both hands as it is meant to show a closer relationship with people. Moreover, people may perceive such a gesture as an attempt to show condescension or patronage. However, do not forget about cross-cultural differences - for example, Americans adore this gesture and consider it appropriate in business communications.

If you did not find a person in place, but want to show respect to him, bend the upper right corner of the business card you left.

Today, badges are used all over the world - they can contain information not only about the name of the bearer and his position, but also the company logo and even a photograph. It is curious that since the invention (and it is generally accepted that the first badges appeared in England in late XIX centuries), the appearance of the badges has changed little - only the clasp is being improved, for example, badges on the lanyard - a special lanyard for fastening - are widely used.

The manifestation of simple human attention from the head always inspires employees. The boss should notice the success of the subordinate and encourage him. Let it be simple gratitude, but it must be expressed. To congratulate the team on the holiday, and the employee on his birthday - people really appreciate such gestures.

All employees at work should be referred to as "you", it disciplines and is a sign of respect. However, now in many companies communication on “you” is taken as a standard - in the American manner (in English language, as we remember, there is no division into “you” and “you”, there is only a single appeal you). It has already become the norm. However, if your company does not adhere to such principles, it is not worth introducing the “you” address, demonstrating a breadth of views and progressiveness: nevertheless, communication with “you” implies close relationships, which are far from always appropriate at work.

Hospitality traditions provide for various signs of attention. you can offer guests a cultural program by providing a car with a driver for this.

The leader must meet and escort the delegation, and then welcome it to the official reception.

There is an unspoken rule (not categorical, but desirable) - if a guest arrives with his wife, then the host leader comes to the first meeting accompanied by his wife.

The protocol visit usually takes place at the premises of the host. In the lobby, the assistant manager meets the guests, after which he escorts them to the office of the head of the institution. The initiative to leave this reception is up to the guests. The next meeting of the delegations will take place during the negotiations.

In a business environment, the issue of compliments is ambiguous. Compliments are perfectly acceptable and even desirable, but they should not be too enthusiastic and concern appearance. In both cases, you invade the interlocutor's personal space, and besides, excessive enthusiasm is very similar to banal flattery. The most successful option is to compliment the business qualities of your colleague or partner, to note his high professionalism, punctuality or ease of communication.

For a casual conversation, there are several win-win topics. It is appropriate and even desirable to discuss news from business, sports, entertainment and travel, and besides, such conversations are the easiest to maintain.

It is curious that the melody of a mobile phone call is another stroke of the image of a person. Psychologists say that, for example, people who put classical music on the ringtone are most often far from the musical world (musicians do not listen to masterpieces in such a performance). These are conservatives who love everything to be "like people's", appreciating a sense of proportion in everything. The more famous the melody, the more conservative the person, according to psychologists.

As a rule, the Friday dress code is still closer to the Business Casual style and does not involve bright colors. Basic colors are traditional business colors: gray, beige, brown. Additional shades of clothing should be restrained, noble, by no means acidic or intensely saturated.

If you work five out of seven days a week, then business attire should make up 70% of your wardrobe. Accordingly, it is worth spending much more money on it than on leisure clothes. All over the world, business image is considered an economic category: investing in yourself, in your appearance, in your image brings income - just like investing in your knowledge, skills and abilities. Spend as much money on a business wardrobe as your budget allows.

Rule for evening dress: the more it is open from above, the more it should be closed from below - and, accordingly, vice versa. Do not violate this proportion of closeness and openness.

Another rule that does not apply to clothes, but to the etiquette of ceremonial receptions: if the invitation does not indicate that you should come with a companion, you need to appear alone.

According to unofficial statistics, about 35% of business relationships begin with joint meals. They expand the circle of contacts, help to find an approach to the client, agree on the conclusion of an agreement, establish mutually beneficial relationships. This is a good reason to find compromises necessary for cooperation.

You can be late for a cocktail and buffet and you can leave early. But keep in mind: if your visit is very short, it may look like disrespect to the hosts. On the contrary, being at the reception from beginning to end is a sign of respect. If representatives of the same company come to the event, employees should not arrive later than the head and leave before him. Unlike a buffet, you cannot be late for lunch and dinner. If this all the same happened, you need to apologize to the owners.

If you order a Japanese dish at a restaurant (for example, rice, noodles, sushi or sashimi), chopsticks may be brought to you. If you know how to use them, great. If you don’t know how or simply don’t want to, it’s okay, you don’t have to do it. Just ask the waiter to bring the usual European utensils: a fork and knife is completely normal.

In many restaurants, waiters immediately specify which devices you prefer to eat Japanese dishes: traditional chopsticks or European ones that we understand.

For a well-mannered person, it is an unconditional norm that you should not abuse alcohol at corporate events.

There are cases in history when too zealous observance of the rules of etiquette did not lead to anything good.

The French marshal Bessompierre recalled in his memoirs that the Spanish King Philip III died of carbon monoxide while sitting in an armchair by the fireplace. The courtiers could not find in time the only grandee who, according to palace etiquette, had the right to move the king's chair.

In Thailand, tourists are told how a boat once capsized with Queen Sunanda on board. But no one dared to come to her aid. When a high-ranking courtier who had the right to touch the queen arrived, it was already too late.

Business communication etiquette

24.06.2017

Snezhana Ivanova

Business communication involves the observance of certain rules and norms of behavior that are agreed between participants in the same process or company.

Business communication enters the life of a modern person and occupies a strong place in it. More and more people today are focused on solving important issues that they devote enough time and attention to. Business communication involves the observance of certain rules and norms of behavior that are agreed between participants in the same process or company. They are the etiquette of business communication. In addition, there are general rules, the observance of which is the accepted norm. Business communication etiquette assumes that partners are aware of how to behave in society.

Stages of business communication

Normally, any social interaction is based on the observance of specific rules. These rules and regulations try to comply with each well-mannered person. If for some reason it becomes impossible to comply with them at a certain point in time, they will definitely apologize. What are the stages of business communication?

Establishing contact

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

Discussion of the problem

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

Solution

When the participants have come to the most significant moment of their negotiations (that is, they have discussed the details and identified the main problem), it is time to address the significant issue. Business communication etiquette assumes that everyone has the right to their own point of view, even if it is fundamentally different from the opinion of the majority. Rules and norms exist for everyone without exception. Do not think that your vision of the situation is the only correct and valuable one. Having approached the solution of the main issue, one should listen to colleagues and the comments of partners. It should be remembered that solving a problem is why people are going to negotiate. The rules of decency only in rare cases allow you to immediately move on to the subject of discussion. However, it must be remembered that business communication would hardly have taken place without a significant reason. Time is too precious for business people to spend it just like that.

Leaving contact

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

General rules of business communication etiquette

Below are the main characteristics of business communication etiquette. Observing them, a person will be able to inspire confidence in himself, climb up the career ladder in a relatively short period of time. These norms cannot be discarded or pretended that they do not exist at all. The etiquette of business people is associated with certain rules that cannot be ignored. Let's consider them in more detail.

Politeness

The etiquette of business interaction implies that the interlocutor must be addressed with emphatic politeness. Even if you are talking with someone who is obviously unpleasant to you, you should not show your true attitude. It will be extremely ugly. In any of your actions, it is important to observe correctness and not allow the development of ambiguities that can somehow hurt or offend your partner. Politeness allows you to remain calm even in conflict situations and avoid serious consequences. As if a person has the opportunity not to splash out feelings, but to postpone it, waiting until the emotional stress passes on its own. If internal irritation occurs, with the help of politeness, you can endure an excellent pause and do nothing to demonstrate your rejection.

Politeness is an integral part of business communication etiquette. It is difficult to imagine the head of a serious enterprise who would be distinguished by increased emotionality and impressionability. Etiquette teaches you to restrain your emotions, to suppress them at the right time. Otherwise, a person simply will not be able to fully manage the team and monitor the work of other people. At the same time, ordinary employees should not show their emotions unnecessarily in the service. This will hinder the building of business relations, will interfere with the quality performance of the activity itself.

Emotion control

Business etiquette suggests that showing your emotions in front of people is unacceptable. In the presence of business partners or colleagues, fears, doubts, and insecurities should not be shown. All this has no place in the world of business or even just in the service. Otherwise, a person will never be able to feel protected, but will become vulnerable to any jokes, gossip and gossip from the environment. It is unlikely that anyone wants to become the subject of negative discussions or acquire a reputation for being unrestrained, ill-mannered. Controlling emotions allows you to avoid unnecessary questions, maintain your own reputation and gain the respect of colleagues, subordinates and superiors for your own person. Business communication etiquette assumes that all employees are familiar with the rules of conduct in their workplaces in advance and by default will not behave unworthily or ugly. Observing the norms, one can count on understanding and all possible assistance from those around him regarding the solution of some pressing issues of business importance.

Punctuality

Every meeting must be on time. Whatever the subject of discussion concerns, whatever aspects it affects, the time of arrival at the place of negotiations must be strictly observed. It is better to arrive ten or fifteen minutes early than to be late and make everyone wait for you alone. To be late means to be disrespectful to business partners who have gathered in a particular place to discuss important issues. Business relationships in and of themselves require punctuality. This is the etiquette of business communication and is usually not disputed. By being punctual, you can establish yourself as a responsible and executive person striving to achieve the goal.

Timely completion of tasks

In business relations it is unacceptable to play for time. Etiquette does not allow this. Otherwise, a business partner may doubt your reliability and next time will not entrust you with an important project. Timely completion of tasks is the key to success in the world of business relations. It is important to acquire a reputation as a self-confident and responsible person who, under any circumstances, keeps his word. Only in this case, interaction with business partners will be effective and truly useful. Etiquette imposes certain obligations on a person, which must be fulfilled. It is necessary to try to structure your activities as much as possible in order to keep up with everything and not get into unpleasant situations.

Information privacy

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

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

Clothing Code Compliance

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

Speech control

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

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

The posture, gestures, signs of attention rendered to a business partner matter and carry a semantic load. Even silence is part of the interaction. Businessmen do not forget that they communicate with partners, even if the topic of conversation shifts to an area that is not related to the case.

Communication rules

The more competent a person behaves in a professional environment, the better others treat him.

5 rules of communication in a business environment:

Commitment to mutual understanding

Business communication is aimed at finding a compromise. It is customary to be ready, open to the perception and exchange of information with a partner. It was unethical to provoke the interlocutor into a conflict or avoid contact. Attention, respect and interest in the speech of the interlocutor is expressed in the look, gestures, the ability to listen without interrupting.

Speech should be clear, legible, unhurried and non-monotonous.

In general, any extremes in speech should be avoided. When a person speaks too quietly, indistinctly, quickly, or, conversely, too slowly, his speech is hard to perceive, becomes incomprehensible and unpleasant.

In addition, if the subject speaks moderately loudly and extremely clearly, his partners get the impression that he is a mature person and a self-confident person.

Thoughtfulness of speech

The speech must be composed, but rather written down. Before starting a conversation, business people note for themselves topics and issues that require discussion. The report or public speech is built according to the plan, the introduction, main part and final conclusions, results are signed.

Ability to ask both open and closed questions

How the question is asked will determine the answer. If the question requires a “yes” or “no” answer, the interlocutor will have to answer clearly, if the question remains open, he will have the opportunity to express his point of view. Too direct, tactless questions should be avoided.

Unacceptability of long phrases and complex sentences. Short meaningful phrases save time and make it easier to perceive information.

Compliance with all the principles and rules may seem problematic, but difficulties are overcome by working on oneself. The ability to communicate in a business environment comes with experience in business interaction.

Language of communication in a business environment

The concept of "language" is used to refer to the system of signs through which people think and speak. It is also a way of expressing the self-consciousness of the individual.

The language of business communication is an official business style of speech intended for communicative interaction in a professional business environment, as well as in other related areas.

Business language is a system of oral and written communication that regulates working relationships.

The formal writing style has the following features:

concise presentation of information;

strictly obligatory form;

special terminology, cliches, clericalism;

the narrative nature of written speech;

almost complete absence of emotionally expressive means of speech.

Business speech has three components:

content component (characterized by clarity and logic);

expressive component (characterizes the emotional side of information);

incentive component (recognized to influence the feelings and thoughts of the interlocutor).

The language of business communication of the subject of interaction is evaluated according to the following indicators:
In a professional environment, it is customary to adhere to etiquette, general norms of morality and ethics.

Business communication is based on the following moral standards:

honesty;

decency;

justice;

responsibility.

But the concept of business communication also includes the psychological aspect of interpersonal relationships. They can be not only neutral-friendly, but also have the character of fierce competition and struggle.

Business communication is not only the ability to speak well, look good and conduct business, but also the ability to build interpersonal relationships.

Overcoming Communication Difficulties

Even following all the rules of business communication, you can encounter such psychological barriers:

motivation barrier. When the interlocutor is simply not interested in the subject of conversation and it is impossible to interest him. Such a barrier is an indicator that one partner treats the other not as a person, but as a means to an end.

moral barrier. When the interlocutor turns out to be an unscrupulous, dishonest, prone to deceive person. He uses business communication as a way to hide malice. The better the immoral intent is “disguised” behind the ability to speak and behave beautifully, the more difficult it is to overcome this barrier.

Emotion barrier. Negative emotions, feelings, thoughts in relation to the interlocutor do not allow building harmonious relationships. Business communication will be useless, ineffective if partners treat each other badly.

To overcome the difficulties of business interaction and win over the interlocutor, you should follow the recommendations:

Address by name

Such treatment is a sign of respect and consideration. All people like to hear their name and better perceive the information uttered immediately after it.

Smile

It is not always appropriate. More often, important issues require concentration and seriousness, which, naturally, is expressed in restrained facial expressions. But a smile is a means that evokes sympathy and a willingness to make contact.

compliments

Kind and unobtrusive pleasant words will brighten up any communication, especially strictly business ones. It is customary to say sincere, but restrained compliments.

Attention to the individual

When communicating on business topics, one should not forget that its subjects are people with their own characteristics. Everyone and everyone likes to be listened to attentively, interested in him, supported and respected.

Honesty and Integrity

Concealment or distortion of information sooner or later turns out, and once damaged reputation and lost trust is difficult to return.

You can learn the basics of business communication on your own or get the necessary knowledge in educational institutions in courses or seminars.

The art of communication in a professional environment is comprehended in practice, when an individual begins to act and behave like an honest, reliable and cultured person, and a professional in his field.

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

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 flaunt in torn jeans and T-shirts with obscene slogans, emoticons are acceptable in Internet communication, and patting someone on the shoulder no longer seems out of the ordinary. If you think so, we will upset you. In certain circles, this is really normal, but businessmen, on duty, 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 too zealous display of emotions.

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

to make a good impression and not lose face in front of partners and colleagues;
for general education: it is 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 as you like, even in pajamas and funny socks. We arrived at the office and even more so for a meeting - please be kind enough to observe the dress code. Otherwise, you may get the wrong impression. Representatives of the older generation may consider you frivolous, superficial and even - oh horror! - 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 a shirt with trousers. A jacket, shirt and jeans are acceptable. For women - a suit, blouse and pencil skirt, no mini 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 jewelry sets - do not put on all the items at once, this 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;
lack of tattoos, piercings in prominent places. If you have a large visible tattoo, it is better to hide it under your clothes. If you establish 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 responsible the meeting or negotiations, the stricter the dress code must be observed. Remember, it's in your own interest.

Gestures, movements, facial expressions

It sounds funny, but in fact, quite a few deals have been broken due to the fact that the partner showed an inappropriate gesture or was too familiar. It is clear that everything is subjective: an open person will not be scared if the interlocutor is actively waving his arms or sending kisses to everyone. But still basic rules should be followed - at least at the first meeting. And there you will see how the interlocutor reacts.

Pay attention to 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 swear or, conversely, laugh - do a “poker face”;
tactile contact is allowed only in the form of handshakes. Leave pats on the shoulder, strong 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 acceptable - preferably short and energetic.

Tip: rehearse in advance in front of a mirror or ask a loved one to “read” your facial expressions or movements. If there are signs of nervousness, fussiness, 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 a lie. Arms crossed on the chest - the desire to fence off. Whom the socks of the interlocutor's shoes point to is the most important for him at the moment. And so on and so forth - there are plenty of similar tips on the Internet.

Workplace is ok

It's cool, of course, to justify the mess on the table and in the office by the fact that you are a creative person, but I'm afraid the partners will not understand. Practice shows that order on the table magically clears thoughts and puts things in order in the head. Try it - see for yourself!

Disorder in the workplace is unacceptable

Business communication rules

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 delay can shift the entire schedule of a business person. Therefore, never be late! It's better to come to the meeting early and wait than to come up with ridiculous excuses. If you have trouble with this - study, it should help.

Learn to listen and hear

Do you know what the most important rule is taught at the Institute of Future Psychologists? The ability to listen and hear the interlocutor. This rule can be applied in any other field of activity. Whether you're signing a contract, meeting a new partner, meeting for the first time, listening to a dissatisfied client, chastising a negligent 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 a further vector of conversation and understand the interlocutor.

Speak wisely

Who likes to listen to a speech sprinkled with endless “uh”, “well”, “in short”, “how to”? Verbal garbage is found even in educated smart people - it's more of a habit than illiteracy. A business person simply needs to get rid of this shortcoming.

Competent speech is also needed when compiling 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 film "The King's Speech" about how the English king George VI got rid of stuttering? Even the monarch understood that he needed to fight his handicap, and hired a speech therapist. If you have defects in diction - burr, lisp, stuttering - get rid of them with the help of a specialist and live in peace.

Ethics of telephone conversations

Oh, this is a whole layer of business etiquette! Despite the development of Internet communications, telephone calls are still the most popular method of communication. 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 to talk to the interlocutor;
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 over the main points of the conversation, options for the development of events. And of course, it is unacceptable to indulge in lengthy discussions or empty chatter: This will create an unfavorable impression of you.

Ethics of business correspondence

A business letter (electronic and regular) must meet certain standards. First of all, be written on the letterhead of the company (or with an appropriate heading at the beginning, which indicates the name of the company, logo, sender's details and contacts for communication). Further - to correspond to a certain type. Business letters are divided into the following types:

request letter: you ask a partner, client or other organization for something;
letter-message: carries an informational load, it is not necessary to answer it - it is enough to take note;
covering letter: as a rule, an explanation or addition to other documents;
reminder letter about imperfect and expected actions;
invitation letter- to a meeting, conference or any event;
thank you letter: 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. Permissible terms for the answer to electronic correspondence - 1-2 days. By mail - no more than 10 days.

And of course you need observe the rules of courtesy:

appeal to you, by name and patronymic;
no slang words;
no complicated terms: speak the language of the recipient;
exact wording of the purpose of the letter, do not spread your thoughts along the tree;
Mandatory number and signature.

Internet communication rules

Have you noticed that business communication has partially moved to instant messengers and social networks? It is more convenient for many to communicate in 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 recorded on the social network as Kostyan PR or Anyutochka Murochka, address him by his first and middle name, as it should be;
it is also not necessary to abuse emoticons: one or two is enough;
even if you want to highlight especially important thoughts with caps lock - don't do it! Large letters are perceived on the Internet as shouting and often cause a negative reaction;
study the information on the person's page. This is what social networks are good for: you can understand a lot about a person by what posts he posts on the wall, what he reposts, what he talks about.

Many are concerned about the question: how is it still preferable to communicate in the 21st century? People are so different: it is more convenient for someone to call, and someone hates telephone conversations and considers them a violation of personal boundaries. There is only one way to find out what type your interlocutor is: directly ask him. At the first communication (no matter how it happened), ask him how it is convenient for him to communicate. And the issue will be closed.

Business relationship

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

Do not disclose trade secrets

Neither the financial information of your company, nor similar information - of your partners, customers. Do not tell anyone about this - and employees are strictly forbidden.

Don't gossip

The business world is actually very narrow. The temptation is great to discuss in a narrow circle of your partner or client. Even if you really want to - we beg you, do not do it! Firstly, rumors spread quickly, and they simply do not want to deal with a talker. And secondly, who will guarantee that tomorrow they will not 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 friends can tell a lot. However, tomorrow the situation may change, and yesterday's partner can become or go over to the side of the last. Personal or negative information about you can be used for their own purposes. - a powerful weapon in the struggle for profit and power. And then - farewell, reputation!

And finally, it is impossible to follow all these rules. We've ranked them from the most important to the most important. Roughly speaking, it’s excusable to come to a meeting in jeans, calling Ivan Ivanovich Ivan Nikiforovich is undesirable, but understandable, but it is impossible to give out secret information even under torture. Good luck in business!