Etiquette of business relations. Business etiquette and protocol

All social relations are governed by certain rules and regulations. The set of these rules is called etiquette. In a business environment as in any field public life, there are rules of conduct, which are denoted by two words - business ethics. Let's take a closer look at what it is.

What it is?

Business ethics is a set of moral and moral principles and rules that should be inherent to a business person. They must be strictly observed.

Business ethics arose from a mixture of secular and military etiquette. In the context of globalization of economic relations, so that there is no misunderstanding between representatives different cultures, we tried to make the code of business ethics common to all participants business relations, regardless of their culture, nationality, religion. Every self-respecting businessman must know and apply the principles and rules of business ethics.

In addition, a person who is far from business should at least become familiar with these rules - ignorance of them can provoke embarrassing situations if he suddenly finds himself in an organization with strict rules of behavior.

Research shows that modern business etiquette serves a number of functions.

• Informational. Etiquette is primarily aimed at informing a person about the rules and norms of behavior in society.
• Standardization of models of individual and group behavior. Knowing the rules gives us the opportunity to act in accordance with the regulations in each specific situation, makes it easier to integrate into the team, and reduces the feeling of psychological tension in business relationships.
• Security social control . With the help of rules and norms in society, unwanted deviations in behavior that can harm normal relationships are prevented.
• The function of diplomacy, political struggle. Compliance or non-compliance with business etiquette allows the interlocutor or opponent to understand the attitude towards oneself. Deliberate non-compliance with the rules indicates a manifestation of ill will; strict adherence to all rules can indicate respect and disposition for a positive outcome of negotiations.
• Identification with others, Creation psychological comfort. Business Etiquette- this is, first of all, a manifestation of corporate culture, corporate team spirit, it helps the employee feel like a part of the organization.

Like any Information system, business ethics has its own structure - it consists of macroethics and microethics. Business macroethics involves the interaction of organizations at the state and international levels.

The higher the level of negotiations, the more serious attention devoted to the study of etiquette. But microethics is intra-organizational etiquette. It includes the rules of interaction between subordinates, with clients, with partners and even competitors.

Peculiarities

Business etiquette is a relatively young area of ​​etiquette, but nevertheless it has a number of its own characteristics that define business communication. Let's take a closer look at these features.

• The importance of reputation in business communication. Losing your reputation in the business world practically means the collapse of the company. Every manager should value his name, since gaining a reputation among partners and clients requires a lot of effort and time. Business etiquette plays an important role in developing a reputation. An unethical manager or employee can easily damage the company's image. Therefore, it is extremely important to ensure that the entire team knows at least the basics of business etiquette.
• Specificity and clarity- another important component business communication. Goal setting is of particular importance in the activities of an organization, since all its activities are carried out for the sake of the set goal. Uncertainty in the formulation of the goal or its inaccurate setting can lead to negative consequences. An organization that does not have a purpose has no meaning and therefore cannot exist for a long time.
• Mutually beneficial cooperation is also an important element of the art of business communication. Every successful businessman knows that mutually beneficial cooperation is the most the best way to a profitable partnership. Business relationships always imply the concept of mutually beneficial relationships.

The importance of business etiquette cannot be underestimated. If you demonstrate unethical behavior in everyday life or secular society, then your reputation as a well-mannered person is at stake.

But in the business world, behavioral mistakes can cost jobs and income.

Kinds

The following types of business etiquette can be distinguished:

• etiquette of live communication with clients;
• electronic communication etiquette;
• telephone etiquette;
• leader etiquette.

Communication with customers

Customer etiquette begins with the following fundamental rule: the customer is always right. Proper communication with clients involves exclusively polite, friendly, respectful communication. You cannot interrupt, raise your voice, or get angry with the client.. The employee must remain calm and give equal attention to people at all times, providing equal service. It is necessary to give the client an understanding that he is being listened to and that his problem is important to the company. All these rules are achieved through the employee’s intonation, gestures, and facial expressions.

Every customer-oriented company should pay attention to training its employees to communicate with customers. The culture of communication with clients directly affects the organization’s income: no clients – no income.

Email correspondence

The development of the network gives us more opportunities to communicate. Electronic communication etiquette is one of the main types of business remote communications in modern world.IN email correspondence comply with the following rules:

• filling out all fields of the email;
• clear address and name of the sender;
• mandatory indication of the subject of the letter;
• compliance of the text of the letter with the rules of business correspondence;
• mandatory response to incoming business letters, with the exception of spam;
• Confidential information cannot be sent by mail.

The requirements for the text of the letter itself are approximately the same as for oral speech- politeness and courtesy. But, in addition, there are certain specifics. For example, you cannot write words in caps lock, as this may be perceived as shouting. It is a good rule of thumb to have an electronic signature. You also need to indicate several ways to contact you (telephone, fax, email)

Also, in internal mail or in a letter to a friend, you can use so-called emoticons to add emotional coloring to the letter - graphic images faces with different emotions. It is not recommended to use emoticons in business letters and letters to clients, so as not to give the impression of a frivolous person.

Phone conversation

The protocol for a telephone business conversation involves the following sequence actions:

• think about the topic of conversation in advance;
• start with a laconic greeting;
• introduce yourself and the company;
• demonstrate a respectful response to your interlocutor’s questions and comments;
• End the conversation briefly and politely.

During a telephone conversation, try to ask as little as possible and not be distracted from the conversation. Any business conversation assumes that the time spent on it will be minimal. To achieve favor and loyalty, it is recommended to address the interlocutor by name as many times as possible. Watch your intonation - you can always hear a positive or hostile attitude from it.

Leader etiquette

The essence of managerial etiquette lies in the art of communication with business partners, subordinates, senior management, and clients. Bosses should always be calm, have high self-control and politeness. A leader must be able to listen and hear his subordinates, difficult situations meet them halfway and help them.

In Russia, compliance with ethical standards in business communication began relatively recently. We can say that more than half of the failures of domestic companies occur due to a misunderstanding of the essence of etiquette and failure to comply with its norms.

Basic Rules

There are not many rules of business etiquette, but compliance with them represents open doors to concluded deals and new partners.

• Time is money: A business person must master the basics of time management and take care of both his own time and that of his business partners. Violation of the rule of punctuality in the business environment leads to severance of business ties, refusal of new contracts and termination of agreements.
• Dress code: people around you always form their first opinion about you based on your appearance - business style in clothes, accessories, hairstyle they will tell about you as a person with status and position in society.
• Desktop: keeping your desk in order is an important component of a business person’s image. All items must be in their place. Remember: a mess on your desk is a mess in your head.
• Literacy: business-literate speech should essentially be an indispensable quality inherent in every businessman.

Etiquette is one of the components of your business image, and experienced business partners also pay attention to this aspect of your behavior. Let's consider the basic rules of business etiquette:

The first rule is to be punctual.

It is very important in business to properly organize and calculate time. Planning and punctually completing all planned tasks is the key to success. Being late is inappropriate for the person who was expecting you. And even the most sincere apologies and assurances about the impossibility of coming on time are unable to completely make amends, since even at the subconscious level there will be a certain unpleasant aftertaste, which will mean somewhat negative treatment towards you.

The second rule is don’t say too much to others.

Every millionaire has certain secrets for achieving success, but none will tell you them. You should not talk about affairs in your own business, because sometimes even the smallest hint can affect the activities of a competitor.

The third rule is don't be selfish.

It is impossible to conduct business successfully without taking into account the thoughts and interests of partners, clients, and customers. Often it is selfishness that prevents success. It is very important to be tolerant of your opponent or partner, learn to listen and explain your point of view.

The fourth rule is to dress as is customary in society.

Clothing is a demonstration of your taste and status in society. This rule should not be taken lightly. Appearance is the first aspect that a person pays attention to and this immediately sets him in the appropriate mood.

The fifth rule is to keep your speech clean.

Everything you say and write must be stated beautiful language, Right. The ability to communicate, competently conduct a discussion and convince an opponent is very important for negotiating. Watch your pronunciation, diction and intonation. Never use obscene language or offensive language. However, do not forget that the ability to listen to your interlocutor is an equally important aspect of communication.

The rules of etiquette listed above reveal its main provisions, the observance of which will help in business, but there are many other rules that also need to be followed:

● Speech and psychological rules. In speech etiquette business people Compliments are also important. A compliment satisfies a person’s most important psychological need for positive emotions. Everyone benefits from a compliment. But it should be remembered that a compliment should not contain ambiguous phrases or teachings; it should be as brief as possible, built on a factual basis, be sincere and specific.

● Professional listening and emotional intelligence. Professional listening is a special talent that manifests itself in the ability to find valuable information in what he hears from a partner, and therefore inspire confidence in him. The main technique of listening is to respond not to your own thoughts, but to the thoughts and the partner’s statements are completely in his verbal field. Listening is more than just understanding words; it is also a way of understanding the intonation of speech. Having this ability can ensure success in business communication.

Business etiquette requires special behavior when communicating with clients. This requires good psychological knowledge, experience and a certain emotional intelligence, which includes not only understanding oneself and managing one’s own emotions, but also the ability to recognize the emotions of other people.

● Appearance and clothing. Among the channels through which a person sends information about himself, his appearance and clothing are of considerable importance. Clothes are a kind of calling card and have a psychological impact on communication partners. The way you wear clothes is very important. The most suitable form of business clothing for men and women was and remains a suit.

● Etiquette ceremonies:

○ Greeting. It is a form of mutual respect, and in any situation it should show not only our politeness, but also our sincere disposition and goodwill towards our partner. Here it is appropriate to use not only verbal means, but also non-verbal gestures: nod, bow, smile. Calling by name and patronymic is an appeal to an individual, thereby emphasizing respect for the person; such a greeting speaks about your culture.

○ Handshake. Expresses the mutual disposition of people towards each other and requires special tact. Increasingly, when a man and a woman greet each other, she is the one who initiates the handshake. An exception to the rule is the situation when a man is much older than a woman in age or official position, in which case he offers his hand first. It is not customary to shake hands across a threshold, a table, or any obstacle.

○ Presentation. Through presentation, necessary and useful connections can be made. It is customary to represent a younger person to an older person, a single person to a married person, a lower status person to a higher person, a man to a woman, a younger woman to an older person, etc. When a man is introduced to a woman, he stands up and bows slightly, while the woman remains seated. Those who have just arrived at the meeting do not introduce themselves to persons who are already leaving it. You should not introduce yourself in elevators.

○ Receptions. Society has long had certain rules for organizing and holding various kinds of receptions - from diplomatic receptions to house parties. Receptions are held both to commemorate important events and in honor of any official events. Receptions are divided into daytime and evening, receptions with and without seating at a table.

○ Presentation. The main purpose of the presentation is to present: a company, product, service, book, etc. The presentation provides a good opportunity to invite the right people, establish business contacts. A list of people it is desirable to see at this event is carefully thought out, and invitations are sent out in advance. You can announce the presentation in the media.

○ Rules for communicating by telephone. When used effectively, the telephone becomes an essential component of a company's image, and the ability of a company's employees to conduct telephone conversations determines its reputation and the scope of its business operations.

Correcting communication over the phone is very important. Analysis shows that in a telephone conversation, about 40% is occupied by repetitions of words and pauses. Extra information, so telephone conversation You need to prepare in advance, select the necessary material, documents, proposals, addresses.

You should draw up a conversation plan if a telephone conversation is important to you, write down questions, predict the likely answers and proposals of a business partner, keep in memory or on paper the dates and numbers of documents and materials related to the case.

Whatever phone number you dial, no matter who comes up, you must say hello; if you call an institution, you must immediately introduce yourself.

The emerging autoresponders are designed to improve the performance of various types of services. However, they must be used correctly. You should only turn on your answering machine when you need to leave your desk. When you return, immediately listen to the recording. You should answer calls without delay. If you call back and the answering machine answers, you need to identify yourself, ask your question or report something, then, reminding your phone number, ask to call you.

● Rules of business communication:

○ Rules for business writing. A business letter is an element of creativity, because... Each business letter is individual. It strictly depends on the personality of the addressee, the specificity of the situation, position and general culture of the writer. Business letters serve two functions: they provide communication between business partners and store information about this communication.

The main requirements for a business letter are its brevity, clarity and correctness. The main thoughts and proposals of the author of the letter must be formulated concisely. The letter is written on only one issue; the text must be convincing with sufficient argumentation. The tone of presentation is neutral, not allowing emotional manifestations.

○ Fax. A special role in this type of electronic communication system belongs to the design of the first page. It is drawn up on the company's letterhead, where its logo is placed at the top, and at the bottom of the page along the entire length of the line - addresses, telephone numbers and other coordinates of the company's offices and branches. The text is printed on a printer and signed by hand. Always respond to messages, even if you find it difficult to solve a problem. In the business world, someone who does not respond to correspondence is considered an irresponsible partner and is not trusted.

○ A business card is a sheet of not too thick cardboard of a small format, printed in a typographical way. Color varies, although protocol requires them to be white. The text is typed in black, but not in “silver” or “gold”. The back of the card must be clean to make notes. Sometimes on back side the text is duplicated in a foreign language.

2.1. Ethics of business communication

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

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

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

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

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

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

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

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

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

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

“Be respectful and deal fairly with others.”

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Here are some principles of ethical business communication between colleagues:

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

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

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

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

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

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

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

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

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

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

Try to listen not to yourself, but to others.

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

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

View your colleague as a person who should be respected in his own right, rather than as a means to achieve your own goals.

Ethical standards for business communication and conduct should describe the general system and rules of ethics that

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

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

Questions for self-control

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

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

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

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

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

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

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

2.2. Etiquette and culture of behavior of a business person

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

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

Business Etiquette- the most important aspect of the morality of professional behavior of a business person, entrepreneur. Knowledge of it is a necessary professional quality that must be acquired and constantly improved. Almost 70% of transactions beneficial for business people did not take place due to the fact that Russian businessmen do not know the rules of business communication and do not have a culture of behavior. This figure is confirmed by international experience. So, back in 1936, Dale Carnegie wrote: “The success of a person in his financial affairs depends 15 percent on his professional knowledge and 85 percent on his ability to communicate with people.” Quite a few careers collapse and money is lost due to improper behavior or bad manners. Knowing this, the Japanese spend hundreds of millions of dollars a year on teaching good manners and advice on etiquette and behavioral culture. They know well that the success of any company largely depends on the ability of its employees, on their ability to work together to achieve a common goal.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

There are many examples of the peculiarities of the rules of behavior of businessmen in different countries. If, for example, Americans, emphasizing their affection, pat you on the shoulder in a friendly manner and willingly accept the same gesture from you, then by patting a Japanese on the shoulder or trying to give a friendly hug to a Chinese or Vietnamese, you can ruin your deal.

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

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

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

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

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

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

In the business environment, as well as in social life, there is a set of laws and rules called etiquette. This is a kind of pass to the world of business people, a standard of communication in the business environment. Failure to comply or ignorance of business etiquette often becomes a stumbling block, a barrier in conducting successful negotiations, promoting your company and product on the market, and building a career. The image of a professional is not formed immediately, not suddenly, and business etiquette, along with experience and expertise, does not play a role in this. last role. A person is judged by his deeds, by his behavior and ability to build competent relationships in a business environment.

Rule one

Time is money

Punctuality, respect for other people's time and competent knowledge of the basics of time management are the basis of the foundations in the business world. You can be a bright, charismatic presenter, an excellent negotiator, a professional manager, but constantly be late, steal other people’s time, waste your life on expectations, empty chatter that is not on point. It is unlikely that in this situation it will be possible to build long-term cooperation with large companies: unpunctual people are not respected in the business world.

Partners, employers, colleagues, having realized that a person is constantly late, can pass a verdict on such a sufferer: unreliable, behind time, behind the rhythm modern life. Excuses and apologies will strengthen this impression, since politeness and respect for others do not need such companions.

There is only one way out: Every business person must know and master the basics of time management, be able to plan their work day, competently sort tasks into important and urgent ones, delegate some routine tasks and control the course of events.

Rule two

Compliance with the dress code

The first impression of a person is easy to form by his appearance: business suit, neat hairstyle, harmoniously selected accessories. Appearance determines the status and position in society, can tell about the character and inner world there is much more to a man than his words. Information is conveyed not only by speech, but also by clothing, hairstyle, and toilet details. Challenge and provocation in appearance is a protest against society, its laws and foundations.

In many large companies In the corporate sales book, a separate chapter is devoted to the dress code. If a company or organization does not have strict standards regarding appearance personnel, it is necessary to adhere to generally accepted norms and rules accepted in the business world.

Rule three

The desktop as a mirror of the inner world

Order on your desktop means order in your head. This old postulate should be carved in golden letters on the doors of any business office. You don’t have to be a psychology guru to understand how and which employees work just by seeing their desktop.

Littered with unsorted papers, with a thick layer of dust on the table.

Pristinely clean, without a single unnecessary thing.

Lined with photographs of children, loved ones, flowers, souvenirs.

Strict order, even stacks of papers, books and folders. Everything is in its place.

Which employees, owners of these desktops, are of primary interest to the employer?

Rule four

Grammatically correct speech, business writing style

Having learned to speak beautifully and competently, it is not difficult to transfer thoughts to paper and learn to write business letters. The main thing is not to fall to the other extreme: official letters written in the dry language of textbooks cause boredom and a desire to quickly close them and throw them in the trash.

Rule five

Respect for your interlocutor, partner, client

A selfish person who thinks only about himself, his own benefit and income is not respected either in the business world or in his own company. A clerk who slammed the door in the face of a client who approached him at the end of the working day or before lunch. An employee talking loudly on the phone in an office where his colleagues are working. A leader who does not know how to listen to his subordinates. A director who uses strong words and expressions towards others.

All these psychological portraits characters who do not know business etiquette, people who are unable to understand another, hear him, help him, or solve the problem that has arisen. The ability to respect other people's opinions - important component business etiquette.

Rule six

Compliance with trade secrets

Almost every company has confidential information that is not subject to disclosure. An old poster from 1941 by artist Nina Vatolina “Don’t talk!” Today it is getting its second life and fits perfectly into the interior of many modern enterprises and organizations.

It is important for every manager, from the very first days of work for his employees, to issue an order on non-disclosure of trade secrets and collect signatures from the entire team to familiarize themselves with it. It is clear that such a step cannot completely solve the issue of maintaining secret information of the company, however, this rule of business etiquette can serve as a marker for identifying disloyal employees.

Rule seven

At work - work!

If you take a photograph of the working day of most employees in offices and enterprises, the picture will be very depressing. Eighty percent of working time is spent on gossip, smoking breaks, tea parties, visiting social networks, solving personal matters. And only twenty percent - for the very work for which they pay a salary.

An employee who brings profit to the company quickly makes a dizzying career. The secret of his success is simple: he works 80% of the time while others “rest.”

Rule eight

The ability to listen and hear your opponent

A rare gift given by nature: the ability to hear another, to understand him. In business, this gift brings in millions; it has a precise definition - an ear for money. Every client, employee and business partner will definitely tell you what they need, what bothers them, and what they need help with. It is only important to be able to hear and make a counter offer. In the business world, this skill is also important because it helps save time, which more expensive than money, since it cannot be accumulated.

Rule nine

Telephone etiquette

Business communication is impossible without telephone conversations, ethics in in this case helps to quickly establish relationships and conduct negotiations with dignity. Many business partners and clients judge a company based on telephone conversations and employee responses over the phone.

You need to prepare for a telephone dialogue in advance: prepare questions to ask your interlocutor, clarify the time, names and dates that may be needed in the conversation.

Personal calls to work time are allowed only in cases of extreme necessity. Empty chatter on the phone bothers colleagues, distracts the attention of employees and creates the image of a frivolous, empty person.

Rule ten

Netiquette - etiquette of communication on the Internet

Without the Internet, no enterprise can exist today. Ability to communicate by correspondence e-mail, commenting on business articles and responding to customer requests and applications on the company website shows the employee’s business level.

Each appeal must be personalized, personal, the letter must be signed with the name of the performer, full contact information must be provided - company name, postal address, telephone number, Skype nickname, corporate website address, business hours.

Rule eleven

Reception of delegations

The protocol reception of delegations is a separate part of business etiquette, which includes a long list of actions for meeting, accommodating, introducing, and introducing members of the delegation to representatives of the receiving party. Protocol for a business meeting, presentation of gifts, business souvenirs, flowers, presentation of the company and product, behavior at a buffet or banquet - all these issues are scrupulously described in thick books on business protocol.

When foreign delegations meet, peculiarities of national etiquette are added to the generally accepted set of business rules.

Rule twelve

Business meeting

One of the most important rules of business etiquette is the ability to conduct competent negotiations and bring them to a specific result. For negotiations to take place high level, before starting, you need to define clear goals, draw up an accurate plan, and choose a convenient time and place for both parties.

At the first stage of negotiations, it is necessary to capture the attention of the interlocutor, creating a trusting atmosphere. During the conversation, you need to note for yourself the stages of negotiations and complete them immediately after the intended goal is achieved. All results of negotiations must be recorded and analyzed.

Rule thirteen

Supervisor-subordinate relationship

According to the rules of business etiquette, the manager must treat all employees equally, equally, while maintaining a reasonable distance. Reprimands to subordinates should always be made face to face; it is logical to organize a demonstrative public “flogging” after the employee has not responded to the boss’s reprimand.

You need to give orders, give oral tasks to your boss clearly, specifically, and receive feedback, control the process, analyze the effectiveness of execution.

The subordinate must follow the orders and directions of the manager, and at the same time has the right to express his own point of view and give advice on improving the solution of a particular issue.

Rule fourteen

Relationships in the team between employees

The microclimate in the team largely depends on the kind of relationships that have developed between colleagues in the company. Smooth, friendly, respectful relationships are the basis of a healthy team. If one of your colleagues makes a mistake or mistake, it is important for colleagues to learn not to ridicule him, but to correctly point out shortcomings in their work and offer their help.

Office romances, mutual hatred, cold war, gray cardinals and office plankton, plotting against each other - evil forces, interfering with the working environment and solving the main tasks of the team.

Rule fifteen

Business gestures

This part of business etiquette deserves several volumes of description with colorful pictures. Gestures, manners, facial expressions can tell more about a person than words. An employee's movements during working hours should be energetic, not sluggish, or slow. The gait is confident, but waving your arms and taking very large steps is not recommended. Straight posture confident look, lack of fuss in movements are signs of a man of action.

A handshake is the only tactile gesture of touching an interlocutor that is allowed in a business environment. Patting on the shoulder, warm hugs, kisses and other gestures of friendliness are possible only among very close partners and relatives. When shaking hands, the hand should not be limp, wet or cold. It is not customary to shake or strongly squeeze the interlocutor’s offered hand for a long time.

Controlling words, text or thoughts is not at all difficult; controlling gestures and facial expressions is much more difficult. An intelligent interlocutor will instantly understand the intention or deception by certain gestures and body movements. Business literature offers the books “Body Language” by Alan Pease and “The Psychology of Lying” by Paul Ekman to help. Fool me if you can"

A note in a business notebook

68% business negotiations and transactions in Russia did not take place due to the fact that entrepreneurs did not know the rules of business etiquette. Ignorance of the law does not exempt you from responsibility; it leads to loss of authority, money and business.

The main difference between business etiquette and secular etiquette is that in this set of rules the priority of subordination comes first. Regardless of age and gender, the subordinate is lower in the service hierarchy than the manager.

Business is done by people who not only have smart thoughts, enterprise and creativity, but also emotions. Failure to comply with business etiquette always causes negative feelings. Only ten to fifteen percent of business people achieve success, and compliance with business etiquette is always in the first place.

Just as any country has its own language, so different spheres of activity have their own language of behavior. This language is called ethics. Arriving in another country, but without studying the language of that country, a foreigner risks making a fool of himself. IN best case scenario he will be misunderstood; at worst, he may make a number of unforgivable mistakes, for which, according to local laws, he may be hanged. The same applies to the ethics of business communication - however, no one will be seriously punished for violating it, but they can be fired from their job.

Peculiarities

At the center of ethics is morality - it determines the boundaries of relationships, actions and interactions of people in society. Business ethics is theoretical basis relationships between people in a particular professional field. The essence of these principles is determined by professional ethical norms and standards (this is not just the psychology of each individual person). It is believed that any professional communication should proceed on the basis of business ethics.

The principle of any ethics, like language, is to be “on the same wavelength” with the environment. If this feeling does not arise, it means that the person is in resonance with society, and this society will push him out of its collective. However, if this person is strong personality, he will be able to change the ethics of the entire society to suit himself and the team will have to accept new conditions. But this rarely happens.

Sometimes difficult cases arise in business ethics. For example, in general principles ethics before open door It is necessary to let women go ahead. But according to the ethics of business communication, if a man, going up in an elevator, stands closer to the doors, and a woman stands behind him, the man does not need to let the woman go ahead of him. You must go out first. When several norms are spinning in your head, contradictory friends friend, confusion arises and the person falls into a stupor. Therefore, a clear gradation of all ethical rules is needed.

It is important to remember what ethics to apply in a particular place.

Main components

Ethical standards are divided into two groups. The first is the principles and elements of etiquette, respect, tolerance, which a person has possessed since childhood. The second group is those functions of the development of service relationships, whose structure is the norm of the organization in which the individual carries out his activities.

There are generally accepted norms that are the basis of all ethics, including business relationships.

The rules are very simple:

• be the same as the entire team around you;
• do not stand out both externally (clothes, hairstyle) and emotionally;
• obey general norms and rules;
• be kind, courteous, responsible, non-conflict, and better yet, humble;
• have clear and beautiful speech;
• be hardworking;
• be stress-resistant.

There are ten more basics of business etiquette that will be appropriate in any company:

• Arrive on time. In the business world, the best rule to follow is: “Arrive five minutes early.” You need to give yourself enough time to arrive at the meeting point quickly, take off your coat and calm down a little. Arriving at a meeting exactly on time can make you feel nervous and everyone will see it. Time is a commodity; By being punctual you show that you respect others.
• The dress is suitable. While appropriate clothing certainly varies by company guidelines, some things remain constant. Clean, ironed clothing without any loose threads or marks, and relatively polished closed-toe shoes are de rigueur. If in doubt, contact your HR staff to be sure you have chosen the correct clothing.
• Speak kindly. Make sure you greet your coworkers and remember to say “please” and “thank you.” These words make a huge difference in how you are perceived. Yours good manners show that you acknowledge those around you and are attentive to their presence.

Avoid discussing political or religious issues. Keep the conversation focused on a non-controversial topic, one that can be easily discussed. Such diplomacy is the main idea of ​​business etiquette.

• Avoid gossip. Gossip is childish behavior who has no place at work. If you hear a rumor about someone in the workplace, do not pass it on. People don't always know or remember who starts a rumor, but they always remember who spreads it.
• Show interest in. Don't play on your phone or computer if a colleague is standing next to you and telling you something. Maintain friendly eye contact.
• Be mindful of body language. IN Western world a handshake is still the typical greeting. Greet someone with a firm but quick handshake. Hugs or other forms of affection shared with friends and family are inappropriate in the workplace.
• Introduce yourself and others. Sometimes it may seem like people don't remember your name or title. If you are with an employee who has just joined the company, take the time to introduce him to others. This will help you and him feel comfortable in the office.

• Don't interrupt. When you have a great idea or suddenly remember something important, it can be tempting to express the thought immediately. Do not do that. Demonstrating that you are an attentive listener is the basis of diplomacy.
• Don't swear. Use of vulgar language – the right way become unpopular in the workplace. Business etiquette requires being constantly aware that you are in a diverse environment with people you don't know. personal level. That's why curse words not always appropriate in a work environment.
• Get rid of unpleasant odors and be quieter. If you go to a bar after work, don't drink too much alcohol. While at work, take care not to bring in particularly unpleasant food that not everyone in the office will smell. Do not make noise during or after eating. Believe me, no one wants to hear this.

Kinds

If we talk specifically about the ethics of business relations, it consists of several areas.

• Ethics of dealing with people. Each company has its own. The formation of the image of each employee, his relationship with other employees, his purpose and role in the team depend on this. Companies greet managers differently depending on their corporate culture. For example, in modern startups it is customary to communicate with the manager on a first-name basis, to introduce him not by his first name and patronymic, but only by his first name or nickname.
• Business card ethics. This is one of the components of business ethics. The subject of such ethics is an ordinary business card. In Russia, not so long ago it became customary to exchange cards when meeting people. In each corporate culture adopted their own options for creation and designation business cards– in some places you cannot indicate your position, but in others, on the contrary, many are even allowed to indicate their achievements on a business card.

• Ethics of dress and manners of communication. This is also included in the ethics of business relations. IN work collective Men and women have different norms and rules for corporate wardrobe and makeup. In most companies they are spelled out in a special code. For example, many women are prohibited from wearing trousers to work, while men are required to wear a tie. Communication standards will be discussed below.
• Ethics of written business communication. Each company has its own templates for business letters. Even intra-team correspondence in many companies is subject to special rules and regulations.

For example, in most companies it is customary to address colleagues as “You” (the word must be capitalized). This way, according to many managers, the chain of command and the businesslike flow of the conversation are respected.

Generally accepted rules and regulations

In essence, business ethics is a system of behavior invented and calculated by analysts for the successful conduct of business. Such a system limits a person in terms of friendships and love relationships, but opens great opportunities in terms of developing useful contacts. But every person has a need for friendship or informal communication, and sometimes it is difficult for superiors to restrain such “impulses” if they slip into business communication.

If business ethics are violated, the employee has every right stop visual and verbal contact with the subject until he himself considers it necessary to continue the dialogue.