What is business ethics? This is politeness, a culture of communication and the ability to solve any situation without arguing and shouting. Like universal human moral norms, the ethics of business behavior are not spelled out anywhere. Therefore, its concept in people is somewhat vague. In this article, you can get acquainted with the rules, principles and norms of business conduct.

concept

What is business ethics? These are principles and norms that have been developed over the years. Thanks to them, you can resolve any controversial situation without conflict and assault. The ethics of business communication regulates the official duties of employees, their external and internal behavior, and also forms the business reputation of each individual employee. Thanks to the norms, rules and principles, people manage to maintain a friendly atmosphere in the team, avoid disputes and misunderstandings. The unwritten respect that each person has for his superiors, colleagues, and clients gives him the opportunity to treat everyone impartially.

Some companies even create written codes of ethics so that employees know how to behave in any given situation. And in some companies special psychological courses and trainings are held.

Respect for other people's opinions

How often does a person believe that he is right, but others are wrong? This happens all the time. The ethics of business communication is, first of all, respect for the opinions of others. A person must understand that at work, and in life, he is surrounded by people who were brought up guided by some other principles, perhaps they have other life values. But your vision of the world and your values ​​should not interfere with working with people. Respect for other people's opinions is the path to success that leads to promotion. People who know how to enter into the position of another and listen to his reasoned position always achieve more than those people who believe that their opinion is the only one that deserves attention.

Features of the ethics of business communication are that people have to find compromises. There is no magic tool that helps a person to convince his opponent that he is right. You have to do it with arguments. And if you do not know how to clearly, beautifully and concisely prove your position, be prepared for the fact that your opinion will remain unheard. There is no one to be offended in such a situation. It should be understood that in order to become someone in the business world, you need to be able to present yourself and your opinion. And also do not forget to correct it periodically, if circumstances require it.

Gossip

The ethics of business communication is respect for your colleagues. And what kind of respect can we talk about if a person spreads gossip? Normal relationships can be maintained with those people who will not mix their personal lives and business relationships. Of course, your colleagues may be interested in information about the new restaurant you were at yesterday, but not everyone will be pleased to hear about how tired your boss is. And if discussing management with your colleagues is half the trouble, then discussing your colleagues is a real problem. If you talk about someone and spill other people's secrets, you will no longer be taken seriously.

You need to be able to respect someone else's privacy. Do not make up tales and do not convey what you heard from colleagues over a cup of coffee drunk together. Know how to be above gossip and gossip. If someone asks you for your opinion on this or that person, just say what you could boldly say in the face of the person in question.

Don't talk too much

Want to appear smarter? Be silent more. This is the golden principle of business ethics. In order not to get into an absurd situation, try to keep your cool. If you have nothing to say to a colleague over a cup of coffee, you may well spend your break in silence. Don't be afraid of being thought badly of you. It will be worse if you talk about something absolutely uninteresting for your interlocutor.

Be careful what you tell and to whom. Try not to discuss your colleagues or speak badly about the current state of the working project. You should also exclude the topic of finance. You can discuss money matters only with clients or business partners. Business must be done openly. Colleagues must know exactly who, for what and how much receives. Transparent accounting removes all disputes and misunderstandings that may arise in the team.

Do not break verbal agreements

A person who keeps his word is worthy of respect. The ability to comply with oral agreements is one of the principles of business communication ethics. Having agreed with someone about something, you should write down what you promised to do. And if the project has a deadline, you will need to meet the deadlines, and ideally, do it in advance. Don't make promises if you know you can't keep the request. Do you want to offend someone? You will offend him more if you disappoint him when you cannot fulfill the promise. It’s not so scary to refuse requests for help, it’s worse to be branded as a person who does not keep his promises.

Sometimes some unscrupulous people can promise something and forget. And when they are asked the result, they will say that there was no contract, since nothing is documented anywhere. It is not worth throwing off responsibility in this way. Once having undermined self-confidence, it will be difficult to return it, and sometimes impossible.

A culture of speech

Do you want to follow the rules of ethical business communication? Then watch not only what you say, but also how you do it. Keep a businesslike style of communication. Do not use rude and even more obscene words. Do not raise your voice to a colleague, boss, or sponsor. A calm and reasonable person always inspires more confidence.

Control the speed of your speech. Some people speak too fast, while others, on the contrary, are used to drawing out words. Both options are inappropriate. Speak at the optimum speed for the listener. You can work it out at home by talking with your family.

If you have a strong accent, you need to get rid of it. Some believe that the wrong way of speaking adds charm to them. It's funny to hear that. Perhaps this will make the actor more charismatic, but definitely not a man in a business suit.

Don't neglect your own health and that of others

Leaders must take care of their subordinates. If a project is running out of time, you can ask employees to work overtime, but for this processing should be given an additional day off. If processing happens too often, think about how well the work process is set up. Perhaps your trusted people who oversee this or that project are not up to the task assigned to them.

In business communication, there are invisible boundaries that separate each person. This area is called personal space. It should not be broken. Each person should take care not to overstep the boundaries of the colleague's personal space and not bring his subtle spiritual nature to tears. Such cases are not uncommon. In any team, you can meet energy vampires who do nothing but spoil the mood of those around them.

Language of the body

Speaking briefly about the ethics of business communication, one cannot fail to mention non-verbal signs. Body language plays an important role both in everyday life and in the business world. What should you know and what should you avoid? When communicating with your partners, or colleagues, try not to take closed poses. Do not cross your arms or legs unless absolutely necessary. Don't put your hands in your pockets. If you can't find a use for your hands, gesticulate.

Do not fiddle with pencils and pens. Small objects flying every now and then in the visibility zone are very distracting from the essence of the conversation. Don't make sudden movements. It is they who give out internal tension. Be relaxed. You should be comfortable sitting in a chair or standing in front of a person.

Don't worry about your appearance. It is very unpleasant to watch how the person sitting in front of you now and then straightens his hair or tie. This shows the fact that your opponent is trying his best to please you.

Let others speak

Ethical business communication requires that people communicate with each other in a courteous manner. You have probably noticed that some people, in a fit of passion or when some thought has completely taken over their mind, begin to behave very unnaturally. They raise their voice, interrupt the interlocutor and believe that their opinion is the only true one. You must respect all the people gathered in the office. Let everyone speak.

Even if you are the head of the organization and have already made a decision, listen to the opinion from the outside. A person is always pleased when his opinion is asked. Even if you don't apply the advice you've received from your peers, the mere fact of having a respectful conversation will lift you up in their eyes. The main thing to remember is that you should never interrupt a person. Even if your opponent is talking complete nonsense, you should listen to him to the end.

Listen to the interlocutor

The concept of ethics in business communication is based on a unique human property that very few have. Listening is the greatest gift you can develop. Everyone can hear the interlocutor, but not many can delve into the essence of his monologue. Most people are so used to playing with one goal that they do not even try to delve into the essence of the conversation. When a person does not speak, he forms in the brain a phrase that he will pronounce. He simply does not have free time to understand what, in general, is at stake. This is the reason why most of the controversy occurs. It is difficult to convey your thoughts to a person when he closes and thinks completely not about the subject of the conversation.

It is easy to develop the skill of an attentive listener. Try not to have an internal conversation with yourself while someone else is talking to you. It might be difficult at first. To test how well you understand the essence of the conversation, after each conversation, do a simple exercise. Roll the dialogue back. Phrase by phrase, try to build your speech and the speech of the interlocutor. Such a simple exercise will show you how many percent of the conversation you managed to remember.

Be Friendly

The ethics and culture of business communication is based on your internal and external state. In any situation, no matter how bad it may be, you should keep a face. Smile at the person and talk to them as friendly as possible. Your opponent is not to blame for family troubles, that the bus was late, or that the car did not start in the morning.

Minor annoyances should not spoil the mood for you or your colleagues. Thanks to a positive outlook on the world and a friendly attitude, you will be known as a kind and open person. This characteristic will allow you to win the trust of colleagues, customers and superiors. And most importantly, always being in a good mood, you will develop a habit of positive thinking that will help you overcome all life's troubles.

Hold a knife in your right hand and a fork in your left, open the door and give women a hand ... The rules of etiquette are firmly entrenched in our lives, if a person observes them, then the attitude towards him improves significantly. However, business also has its own rules, on which the success of negotiations, obtaining a profitable partnership or acquiring valuable connections. The principles of business etiquette allow you to reach great heights. Unfortunately, not everyone realizes the importance of these principles. If you want to achieve something in life, then you need to behave accordingly. There are not so many rules, but they are able to open all doors for you.

Business etiquette and success criteria

Business is a rather complex environment where the strongest survive. You need to have a lot of advantages - be a good speaker, an experienced specialist, be able to defend their point of view. A good businessman is a combination of positive qualities that make up a reputation. Reputation cannot be built overnight, it is the result of hard work. An important step to gaining a good reputation is business etiquette.

Save time

Accuracy is the courtesy of kings, as the saying goes. In business, you need to constantly be the king - to come to all meetings and meetings on time, not to keep others waiting. Trust in a constantly late person is gradually reduced. In the eyes of partners and colleagues, he looks unreliable, unable to work in the modern rhythm of life. Time management basics lie not only in punctuality, but also in accuracy. Do not load other people with unnecessary information, stupid conversations. The ability to value other people's time is an integral part of business etiquette. If you can properly plan your day, pay due attention to important matters, if you respect your surroundings, you will gain an indispensable assistant in the form of a reputation. Always remember that time is money.

Organize the workspace

A desktop can say a lot about a person. Piles of papers, dust, garbage and a dirty cup - this is not the most ideal workplace. If a person maintains order on the table, then his thoughts are in order. Moreover, it greatly helps in the work. It will be easy to find an important document. And you are unlikely to find that a sticky coffee stain has spread on a profitable contract. Putting things in order on the table is not so difficult, even during responsible work. Help will come Japanese 5S system.

Courtesy and respect

No one will communicate with a boor who uses only strong expressions in his speech, and at any opportunity breaks into a cry. In business, as in life, if you know how to respect your interlocutor, do not try to insult or humiliate him, then it will be easier for you to establish contact. You need to respect the other person's point of view, even if it doesn't match yours. You should not act only in your own interests. Respect for partners is an important quality of a good businessman. But excessive altruism is also not encouraged, otherwise you may get a reputation for being too soft and be crushed by competitors.

Working mood

Many employees give a minimum of effort to the performance of their job duties - they constantly drink tea, chat on the phone, communicate on social networks. This negatively affects not only productivity, but also the reputation of employees. If you know how to work at work, then your career will quickly go uphill. The bosses will definitely be interested in an active specialist, more prestigious companies may pay attention to you. And if your reputation as an employee is not credible, then career growth can not be expected.

Dressing appropriately

Probably, many people with modern views pay minimal attention to this point. However, statistics show that the best deals are made by businessmen in elegant business suits, with expensive accessories and with a presentable appearance. It is possible that the appearance of a person- this is far from the most important thing in business, but it is worth remembering that they are greeted by clothes. There will be more trust in someone who follows the office dress code, and not in someone who comes to a meeting in old jeans and a sweater. Women should not look too vulgar and defiant. These norms of business etiquette should be taken for granted and comply with them. Even if it doesn't match your views.

Attention to gestures

Sign language can tell a lot more about a person than it seems. The rules of business etiquette require a minimum of tactile contacts - the only exception is a handshake. You should not hug or kiss your colleagues, touch them during a conversation. Respect the boundaries of personal space. Not everyone likes the touch of a stranger. Keeping track of gestures while speaking is not easy. Many people can figure out a lie or understatement with just hand movements or facial expressions. It is worth keeping yourself in control, being restrained and self-confident. No need to fuss - a straight back, clear movements and a firm look set you apart from the rest.

Unity of rules

Business etiquette rules exist not only for men, but also for women. Do not confuse them with secular etiquette, where a woman is allowed more than a man. A business woman should shake hands with partners on an equal footing, behave with restraint, avoid coquetry, flirting or affectation. Even romantic people can become business sharks if they behave accordingly. Do not expose your personality traits to the public. If at home you love pink bears, then at work you should observe strictness and restraint. Otherwise, male colleagues may not want to cooperate with you. For women at work, there should be no problems like a sick child, a conflict with a husband, or a banal purchase of a new handbag. All these worries should be left at home, the only way to get to the top of the business.

Relationships in the team

Communication with colleagues and superiors significantly affects the performance of the team, the result. The boss should not publicly accuse his subordinates of incompetence, even if they made a mistake. The censure must be personal, take place without prying eyes. Public censure should only be taken if the mistake is repeated, if the subordinate does not accept your instructions. There is no need to single out pets and scapegoats. The etiquette of a business person assumes that the boss treats each member of the team equally, encourages or punishes his subordinates equally.

Relationships between colleagues should also be equal. You should not start novels at work, otherwise it will lead to a deterioration in the overall result. It is necessary to distinguish between work and personal life. Often, in groups, peculiar "circles of interest" are formed, victims appear who are poisoned (this is called mobbing), pets who are envied. This should not happen in a normal team. Such behavior not only reduces overall performance, but also negatively affects the reputation of individual team members. You can hardly succeed if you have a reputation as a gossip. In a normal team, miscalculations and mistakes are not ridiculed, but they offer help.

Service hierarchy

Business ethics and business etiquette suggest that a person's status is determined by the job hierarchy, and not by age or gender. It is possible that a man will have to work with a female boss, or an adult may be subordinate to a young leader. In any case, it is necessary to observe subordination.

Business speech etiquette

Speech etiquette in business communication is necessary not only for oral, but also for written negotiations. Business documents must be well-written. Avoid dry phrases, clericalism that make your letters boring and monotonous. But you don't need to use the conversational style either.

It is important to learn how to speak on the phone. Empty calls, lasting tens of minutes, betray a non-professional in a person. If you have an important conversation on the phone, then prepare for it in advance - write a list of questions, make a conversation plan, indicate the desired result. So you can quickly come to an agreement without wasting your time or the time of your interlocutor. Be sure to introduce yourself first if you make a call.

Business communication etiquette also includes netiquet - the art of communicating on the Internet. With the development of technology, many issues are resolved through e-mail. Often we are forced to respond to comments on social networks. The rules advise you to always leave your contacts - e-mail, Skype or other means of communication, so that the interlocutor knows who to contact. Moreover, you should also be polite on the Internet. Not all users leave pleasant comments, but it is not appropriate to respond with rudeness to rudeness. If you see negative reviews addressed to you, then you should explain to the user why the mistake was made, try to correct it, if possible.

Rules for receiving delegations and negotiating

Favorable contracts and agreements are concluded during negotiations. Often partners come from other cities and countries. The rules of business etiquette indicate how to receive delegates, how to seat them correctly, how to schedule a meeting, and so on. A successful businessman must think through everything to the smallest detail - meeting partners at the airport or train station, transfer to the hotel, choosing a conference room, excursion program. Foreign delegations are of particular difficulty. The culture of European countries differs significantly from the culture of Asian or Muslim states. Often, third-party companies are hired to receive foreign delegates, who know all the intricacies of the dress code, food and communication with foreign colleagues. For example, for a meeting with Muslim partners, you need to dress discreetly, especially for women. They prefer light makeup, long skirts, no neckline. Food for foreigners also follows the rules - no pork or alcohol, you must leave time for prayer. There are quite a lot of difficulties and peculiarities in the reception of delegates, if you are unsure of your abilities, then it is worth inviting specialists to organize. Any minor trifle can significantly damage the reputation and adversely affect the outcome of negotiations.

Features of business etiquette also include the ability to negotiate. The time for discussion should not exceed 2 hours, otherwise the partners will get tired and the discussion will decline. The choice of strategy depends on the relationship with partners, the desired result. Before negotiations, draw up a discussion plan, logically justify your point of view, so that later you can give the necessary arguments. Use the pronoun "we" more often to indicate common interests. If your partners understand that you associate your own success with their benefit, then it will be easier for them to accept your conditions. At the end of the negotiations, be sure to take stock to record everything that was achieved. It is also worth doing intermediate results in the course of the conversation.

Compliance with the rules of business etiquette allows you to succeed in business. This is not the main quality that a business person should have, but it is the knowledge of these features that can play an important role when signing contracts or concluding agreements. It is worth remembering that in Russia about 68% of transactions fail only because of ignorance of the rules of etiquette. If you know and observe all the subtleties, you will be several steps ahead of your competitors. Business etiquette opens all doors in the business world.

P.S. Teaching etiquette in the best international schools

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There is a constant process of communication between people, in the public and business environment. Knowing the rules and norms of business etiquette helps to establish the necessary connections, increase the level of loyalty of a client or colleague towards oneself. One of the significant elements of the culture of business communication is the decent behavior of people, their moral values, manifestations of conscience, morality. The success of an enterprise largely depends on the microclimate in the team. If employees competently and clearly, and most importantly, harmoniously, perform their duties, then the company develops and grows.

Etiquette is the norms (laws) about manners, features of the proper behavior of people in society.

Business etiquette is a system of principles and rules for professional, official communication / behavior of people in the business sphere.

Compliance with the rules of etiquette is necessary for all self-respecting people, but it is especially useful for those who seek to build a career (business). In business interaction, such factors as reputation, information and connections are of great importance. The more information, the better communication can be built.

The fundamental rules of business etiquette include:

1. Timely fulfillment of duties, punctuality. Lateness is not allowed in a business environment. It is also not ethical to make your opponent wait during negotiations.
2. Non-disclosure of confidential information, observance of corporate secrets.
3. Respect and ability to listen. A friendly and respectful attitude, the ability to listen to the interlocutor without interrupting, help to establish contact and resolve many business issues.
4. dignity and attention. and their knowledge / strengths should not turn into excessive self-confidence. It is necessary to calmly accept criticism or advice from the outside. Consideration should be given to clients, co-workers, management or subordinates. Provide help and support as needed.
5. Correct appearance.
6. Ability to speak and write correctly.

An important indicator of business culture is the order in the work area. It indicates the accuracy and diligence of the employee, the ability to organize his workplace and working day.

In the culture of business communication, attention should be paid to non-verbal (wordless) manifestations of etiquette. Do not turn away from the interlocutor. When explaining, you do not need to gesticulate or grimace strongly.

According to the rules of business etiquette, the person occupying the dominant position enters the workroom first, then all the rest, according to the ladder of the business hierarchy. The business order corresponds to the following division:

1. Status.
2. Age.
3. Gender differences.

The man must accompany the woman to her left. This rule is due to the fact that in the old days, the gentleman, being to the left of the lady, occupied a more dangerous place when moving along the road. Carts with horses moved at the same time as passers-by, since in those days there were no sidewalks.

In business relations between and a subordinate, subordination must be observed. It is customary to point out employee errors on a personal basis, not in the presence of the team.

Business correspondence

Business correspondence is a system of requirements (standards) that must be followed in order to correctly and competently draw up a document. First of all, you need to decide on the type and urgency of the delivery of the letter. And also with the degree of accessibility of the document for the recipient, it will be one letter or several, with clarifications / lists / suggestions. The letter must be correctly written in terms of spelling and style.

The design of the document must comply with existing templates, depending on the type of letter (for example, a cover letter). When compiling a document, it is necessary to be guided by the standards on the requirement for the execution of documents [GOST R 6.30-2003].

The business letter must include the name of the company that acts as the sender; the date of dispatch and the address of the recipient. It is also necessary to indicate the initials, the position of the recipient or the department to which the letter was sent. The body of the letter consists of an introduction/address, a subject and a brief description of the purpose of the document, followed by the body and conclusion. At the end of the document, the sender's signature is put, and attachments or copies, if any, are indicated.

• document type;
• subject;
• summary.

This is necessary to avoid a situation where an incoming message ends up in the spam folder, and the recipient can delete the letter without reading it.

The letter should be simple and understandable, without an excessive amount of professional terms. In business correspondence, the use of slang expressions and phrases with a double meaning is not allowed.

If the letter has an international focus, then it must be written in the language of the recipient or in English. The response to the letter must be provided:

• by mail - no later than ten days;
• when negotiating via the Internet - from 24 to 48 hours.

Business correspondence should be prepared with high quality and double-checked several times before sending. An incorrectly composed letter with spelling errors can harm the reputation of the company, since a business document is the hallmark of the company.

business rhetoric

Rhetoric in the business world is the art of eloquence, the ability to effectively and convincingly convey a thought to the audience. Diction, correct speech, intonation are important here. A significant aspect is the ability to present not only information, but also yourself. In business rhetoric, the principles of speech influence are used:

• availability;
• associativity;
• expressiveness;
• intensity.

Business communication rules

A significant condition for business communications is the culture of speech, which is manifested in literacy, correctly chosen intonation, vocabulary and manner of speaking.

A necessary condition for communication in business circles is respect, goodwill and the ability to hear the interlocutor. In order to show a serious attitude to the words of the speaker, you can use the technique of "active listening", selectively repeating the spoken statements or paraphrasing them a little.

The stages of business communication have the following division:

• Preparation for the discussion of issues (business meeting). It is necessary to draw up a plan of negotiations, the concept of conducting a conversation, arguments and counterarguments, study the opponent's point of view on various issues, and prepare proposals for solving the problem.
• Introductory part (greeting, appeal), establishing communication between partners of a business conversation. The correct, respectful start of communication is important, the creation of an easy trusting atmosphere, it is also necessary to interest the interlocutor, arouse interest in the problem and discussion in general.
• Statement of the essence of the issue, argumentation, argumentation and counter-argumentation. Discussion of the problem, search for ways to resolve controversial issues.
• Establishing the optimal solution and formalizing the agreement.
• The final part (appeal, words of farewell / parting words).

Phone business rules

For telephone communication in the business sphere, the principles provided for by the general rules of business communication and rhetoric apply. Speech should be literate, the intonation should be friendly, the information should be presented to the point, without introductory words or long pauses.

The incoming call signal must be answered no later than after the third ring of the telephone set. The next step is a greeting (the phrases “hello”, “listening” are not allowed). It is necessary to say hello, then announce the name of the organization and introduce yourself. Then clarify the reason for the call, clarify the opponent's questions and say goodbye politely. If you need to make an outgoing call, the rules for conducting a telephone conversation are the same as in the first case. The only exception is the need to ask the called subscriber whether it is convenient for him to talk and whether he can give you his time. You should be interested immediately after the welcoming speech.

If the caller asks for an employee who is currently absent from the workplace, the person who answered the call should offer his help, in case of refusal, you should ask what needs to be conveyed to the absent employee.

Business style clothing

Compliance with generally accepted norms and rules in organizing your appearance is a mandatory aspect in the rules of business etiquette. Some large companies have a corporate dress code. You need to select clothes in a classic style, too frank, bright things, with elements of torn fabric are not allowed. The appearance must be neat and tidy. Attention should be paid not only to the correct selection of clothes, but also to the appearance in general (the condition of nails, hairstyles, shoes, makeup for women).

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, 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 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 ratio of planning and situationalism in solving issues, as well as a person's orientation towards independence, dependence, cooperation or leadership. An important distinguishing feature of the business style is the orientation of the individual to the formal performance of duties or to human relations. The psychological components of the business style can be called the degree of punctuality, accuracy, pedantry, the attitude of the individual 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 of activity, a way of making decisions, the nature of relationships with a partner, a manner of organizing work.

When choosing a business partner, we also choose a business strategy for working with him. These can be: an egoistic strategy - focusing on one's own interests and personal success; altruistic strategy - orientation to universal values ​​and common 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 singled out. 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." Dolphin Partner comes from a cooperative business strategy: “Let everyone win. Be ready 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 his importance and value for a partner. A non-supportive style of behavior is communication in which the significance and value of a partner is consciously or unknowingly reduced. A supportive business style suggests that you constantly show your partner a positive reaction to his presence, interest in his problems, 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 the issues that concern the interlocutor. Non-supportive behavioral style may be used specifically to lower the partner's self-esteem; but it may simply be due to inexperience or lack of positive communication skills. In this case, you need to learn to actively show respect and attention to another 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 a different business style, 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 has adopted a democratic style of communication, then women as leaders are valued as highly as men, and if it is authoritarian, then the assessment of women leaders is lower. Men are strong, active, assertive, the same women are aggressive and obsessive. The male style of communication indicates a desire for social dominance and independence, while the female style indicates mutual dependence, partnership or cooperation. The difference between male and female business style is expressed as follows:

For men, the so-called technocratic style is characteristic, for women - emotional and egoistic. Men are easier to perceive innovations, and women are prone to traditions. Men quickly 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 single out male and female management as a difference in orientations towards power and the exchange of services among men, and on the interests of people and their desire to work - among 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 activity, women cannot work without a personal relationship to the subject of activity and their partners;

For a man, the result is more important than the process, for a woman - on the contrary. Men, when solving any problem, prefer to reduce intermediate links, women are characterized by working out details, slowing down the adoption of 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 inclined to authoritarian ways of making decisions;

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

Women are not able to separate their personal and professional lives emotionally. Both a happy and unhappy woman work worse, while a happy or unhappy man at work is able to disconnect from his personal problems, and in 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, team from the position of sexual attractiveness. That is, it is almost impossible to avoid the influence of the gender factor on business relations. Gender differences often make partners a "problem" for each other, sometimes create unconscious communication barriers. According to men, a woman more often demonstrates inadequate 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 relations because the female business style is determined by the focus on human relations and the elaboration of details - this annoys the man. Men hate it when women get upset, nervous and crying. First, 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 at the woman for putting them in a situation of psychological discomfort. Thirdly, men themselves hardly move 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 demeanor. For example, the female way of interrupting women is a way of expressing heightened interest. For a man, this behavior of a woman is an annoying factor, meaning militant 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 a mannered sugary tone and replace it with a voice of persuasion. But at the same time, one should 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 with a woman needs to be bold in deeds and incredibly careful in words. The pliability of a man flatters a woman, but not for long. If a woman is given primacy, then she begins to be weary of 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 by 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 business woman also has to resist stereotypical views of a woman: women are too sensitive, women are too nervous, women are unpredictable.

In the male world, it is customary to demonstrate one's competence and it is customary to consider a woman the weaker sex. Therefore, a business woman has to choose between a masculine behavioral style that can lead to professional success, and a feminine behavioral style that will increase the self-esteem of the men around her, but will not allow her to make a career. For example, addressing a woman by her first name, last name, diminutive emphasizes her special position in the team, and the woman has to choose: accept this and doom herself to possible neglect or deny it, and thereby risk falling into a ridiculous position. Adult men in the workplace also value rules over human relationships, as in childhood during collective games. On the other hand, when men quarrel, they are not very worried, they quickly forget about the quarrel and its cause. Women are not like that. 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 you should know that the psyche of a man is exhausted by faith in his own significance. And it is this faith that needs to be constantly strengthened. Men should be constantly praised, and for real and concrete successes.

When analyzing the psychological implications of business relations 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, is faced with the resistance of others. A woman faces additional resistance because men recognize only one woman who has the right to lead him - his mother. If a woman at work can receive orders from her boss; then a man from his boss agrees to listen only to advice. Men expect performance from a woman, not the ability to lead. A woman, therefore, can or should constantly demonstrate her competence and strength, connecting the incompatible: charm and assertiveness, femininity and willingness to take risks. Psychologically, the tandem of bosses of a man and a woman is considered optimal, in which the man acts as an instrumental leader (a formal leader or a person capable of distributing functions and making decisions), and a woman is an emotional leader (a center of emotional tension and relaxation, a person who provides positive interpersonal relationships in a group) . Any group works effectively if there are men and women in it. Men do not allow women to gossip and act up, 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 on his part. 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 translate business relationships into a personal plane.

In a working situation, a man and a woman are always theoretically compatible, since female irrationality and deceit are compensated by female constructiveness and sociability, and male decisiveness and straightforwardness are weakened by the desire for success and the need for power. In practice, in the interaction of a man and a woman as business partners, it should be possible to use the gender factor as an additional way to put pressure on a partner. For example, men may use a behavioral strategy of veiled hostility against women: talking in a raised voice, profanity, threats and intimidation, no doubt affect a woman more than a man, and demoralize her.

In a “colleague” situation, business relations 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 promotion is possible. On the positive side, it is possible to bring personal relationships into business communication: friendship or friendship, as well as an office romance due to “work in a team”. In principle, such an impact of the gender factor on business relations 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 a business relationship cannot but demonstrate the features and differences in cognitive, emotional and volitional reactions and behavioral styles. Men strive for independence, and women care about interdependence, so having men and women in any group is a positive factor. The effectiveness of the activities of men and women depends on how much 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 detours. And a man needs to take into account women's resentment and emotional memory. Modern communication technologies make it possible for different people not to change, but adapting to each other, making their lives comfortable.

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

Peculiarities

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

From the foregoing, we can conclude that knowledge of the rules of correct communication for business is the key to successful business conduct and the main indicator of the professional skills of an employee.

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

Business etiquette falls into the following categories:

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

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

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

Functions

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

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

As statistics show, due to ignorance of the basics of this area, almost 70% of transactions beneficial to domestic businessmen did not take place.

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

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

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

Basic Rules

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

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

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

In no case do not use obscene and slang expressions! In this case, you will expose yourself from a not very positive side.

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

The subtleties of conversation

Business correspondence

Real Time Conversation

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

Attacks, even if insignificant, in the direction of the interlocutor are the most unfortunate step in building business relationships.

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

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

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

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

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

Telephone rules

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

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

If you talk too long and take up a lot of the person's time, you're more likely to irritate and earn a reputation as a talker.

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

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

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

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

If you have negative emotions towards the speaker, do not show your true attitude and stick to goodwill and politeness in any case.

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

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

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

Requests:

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

Apologies:

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

Gratitude:

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

Wishes:

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

Answers to any requests:

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

Apology responses:

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

Thank you responses:

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

Mistakes that can be made while talking on the phone:

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

It is not correct to say "yes" or "hello" at the beginning of a conversation. It is better to say hello politely and say the name of the company.

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

international etiquette

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

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

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