History of etiquette from antiquity to the present day. What is etiquette? Rules of etiquette Norms of behavior in the feudal society of Europe

Practical work

Discipline: Service Culture

Completed:

3rd year student OP-3.1 Zheleznyak K.S.

Checked by: Tsygankova E.V.

Khabarovsk

Topic 1. What does it mean to be tactful in business communication

Business conversation- this is, first of all, communication, i.e. exchange of information that is significant for the participants in communication. To succeed in negotiations, you must master their subject perfectly. And although negotiations usually involve specialists from various professions, high competence is required from everyone.

Business conversation– communication in which the personality, character, age, and mood of the interlocutor are taken into account, but the interests of the matter are more significant than possible personal differences.

Business Communication Code is the following sequence:

1. the principle of cooperation: “your contribution should be such as is required by the jointly accepted direction of the conversation”;

2. the principle of sufficiency of information - “say no more and no less than is required at the moment”;

3.principle of information quality – “don’t lie”;

4. the principle of expediency - “do not deviate from the chosen topic, manage to find a solution”;

5. “express your thoughts clearly and convincingly for your interlocutor”;

6. “be able to listen and understand the desired thought”;

7. “be able to take into account the individual characteristics of your interlocutor for the sake of the interests of the matter.”

If one interlocutor is guided by the principle of “politeness”, and the other by the principle of “cooperativeness”, they can end up in awkward, ineffective communication. Therefore, the rules of communication must be observed and agreed upon by all participants in communication.

Communication tactics– implementation in a specific situation of a communication strategy based on mastery of techniques and knowledge of the rules of communication. Communication technique is a set of specific communication skills: speaking and listening.

According to the theory of the American psychologist A.H. Maslow, people can achieve high results in business communication if they treat themselves and others as unique individuals. For them, activity is primary and the role they play in it is secondary. Their personal qualities are honesty and sincerity. They are susceptible to various events, manifestations of the lives of other people. They are the masters of their lives, they believe in themselves, are not afraid of difficulties, and are ready to follow the saying of the ancients: “Blessed are difficulties, for we grow through them.”

And, conversely, for a person whose goal is to control the situation, business takes a secondary place. He does not value himself and the people around him, in whom he sees only objects of manipulation. For manipulators, the main means are: lies, falsehood, slander, fraud, blackmail, adventurism. They act out roles and performances that are supposed to make an impression.

Conclusion: To be tactful in business communication means to be competent in communication, calm, and polite. Be able to convey your idea carefully, trying not to offend anyone around you. It is very important to understand when the other person begins to speak.

Topic 2. Why Italy is called the birthplace of etiquette

Italians are considered to be cheerful and cheerful. They are very inquisitive by nature and show great interest in other people's customs. They love to read and listen to stories about the life of other peoples and often go on vacation abroad in order to once again make sure of what they already know: their own country is the best in the world, because it has everything necessary for life: sun, wine , food and football.

Italians love their native places very much and have difficulty tearing themselves away from them. Most regions have their own local dialect, which differs significantly from Italian both structurally and lexically. Residents of Italy first of all consider themselves and each other to be Romans, Milanese, Sicilians or Florentines, and only then Italians. "Where are you from?" - for an Italian this is not an idle question; it requires a detailed answer. The Italian knows exactly where he comes from.

Italians are very well-mannered people with good manners. The words “thank you” and “please” can be heard at every step in Italy. They attach great importance to greetings, which are always accompanied by handshakes and kisses. In this way, they express intense joy when meeting acquaintances, even if they parted with them only recently.

An Italian will certainly kiss you on both cheeks, and this is also common among men. And a handshake carries a certain symbol: it shows that the hands reaching out to each other are unarmed.

When meeting with friends in Italy, it is customary to first ask about the health of the children, and then about their well-being. Italians are very friendly, they often call each other “dear, dear” and “dear, dear” even when meeting each other casually.

The word "ciao" in Italy is a universal form of both greeting and farewell. Strangers are called "senior" and "signora". A woman is called "signora" even if in fact she is a "signorina" (unmarried).

When communicating, they often use professional titles. “Doctor” is not necessarily a doctor, but any person with a higher education; “professors” refers to all teachers, not just university professors; “maestros” refers not only to conductors and composers, but also to people in other specialties, even swimming coaches , “engineer” is a very honorable title, reflecting the high status of people with an engineering education.

Italians don’t often say “sorry”: if they don’t feel guilty, then there’s no point in apologizing.

In Italy, punctuality is not considered an essential quality, and time is always given approximately. It’s not that lateness is welcomed in Italy, but, in any case, it is tolerated. Being 15 minutes late is considered acceptable, but being late by half an hour is no longer acceptable.

Italians pay a lot of attention to their appearance. Italians always notice how others are dressed, especially foreigners (in their opinion, they are all poorly dressed).

Italians are a generous people, but their generosity must be treated with caution, since not a single gift is given in Italy without intent. Italian life and power are based on a system of gifts and services. If you accepted a gift from an Italian, this means that you will have to repay the giver with some kind of favor. Therefore, if one Italian gave another a lift to the station or arranged for him to see a good ophthalmologist, sooner or later he will demand a reward.

Conclusion: England and France are usually called the “classical countries of etiquette”. However, this opinion is only true for the era closer to our time. If we are transported to an era more distant from our days, about three hundred years ago, i.e. to the 15th century, and according to various sources, which have no doubt about the reliability of historical documents, if we carefully follow the political and social life of these two countries in that era distant from us, we will be convinced that three centuries ago even the high society of England and France was still far from everything that is called etiquette. Rough morals, ignorance, worship of brute force, wild tyranny and similar negative qualities dominated in both of these countries in the 15th century. There is nothing to say about Germany and other countries of Europe at that time. Italy alone is an exception. This country rightly deserves to be called “the birthplace of etiquette.”

In Italy, along with education and fine arts, earlier than in any other European country, the rules of social decency, graceful manners and etiquette began to develop and improve.

Being in society, we cannot but obey certain rules and foundations, because this is the key to comfortable coexistence with others. Almost every inhabitant of the modern world is familiar with the word “etiquette”. What does it mean?

The first origins of etiquette

Etiquette (from the French Etiquette - label, inscription) is the accepted norms of behavior of people in society, which should be followed in order to avoid awkward situations and conflicts.

It is believed that the concept of “good manners” arose in ancient times, when our ancestors began to unite in communities and live in groups. Then the need arose to develop a certain set of rules that would help people control their behavior and get along together without offense or disagreement.

Women respected their breadwinner husbands, the younger generation was raised by the most experienced members of the community, people bowed to shamans, healers, gods - all these were the first historical roots that laid the meaning and principles of modern etiquette. Before his appearance and formation, people treated each other with disrespect.

Etiquette in Ancient Egypt

Even before our era, many famous people tried to come up with their own wide variety of recommendations on how a person should behave at the table.

One of the popular and famous manuscripts in the 3rd millennium BC, which came to us from the Egyptians, was a collection of special advice called “Teachings of Nomad”, written to teach people good manners.

This collection collected and described advice for fathers, who recommended teaching their sons the rules of decency and good manners, so that in society they would behave appropriately and not tarnish the honor of the family.

Already at that time, the Egyptians considered it necessary to use cutlery during lunch. It was necessary to eat beautifully, with your mouth closed, without making unpleasant sounds. Such behavior was regarded as one of the main advantages and virtues of a person, and was also an important component of the cultural component.

However, sometimes the requirements for observing the rules of decency reached the point of absurdity. There was even a saying: “Good manners make a king a slave.”

Etiquette in Ancient Greece

The Greeks believed that it was necessary to wear beautiful clothes and behave with restraint and calm with family, friends and acquaintances. It was customary to have dinner with close people. Fight only fiercely - do not retreat a single step and do not beg for mercy. It was here that table and business etiquette first emerged, and special people - ambassadors - appeared. They were given documents on two cards folded together, which were called “diploma”. This is where the concept of “diplomacy” spread.

In Sparta, on the contrary, a sign of good form was the demonstration of the beauty of one’s own body, so residents were allowed to walk naked. An impeccable reputation required dining out.

Middle Ages

During this dark time for Europe, a decline in development in society began, however, people still adhered to the rules of good manners.

In the 10th century AD e. Byzantium flourished. According to the set of etiquette rules, the ceremonies here were held very beautifully, solemnly, and magnificently. The purpose of such an elegant event was to dazzle ambassadors from other countries and demonstrate the power and greatest might of the Byzantine Empire.

The first popular teaching about the rules of behavior was the work "Discipline Clericalis" published only in 1204. Its author was P. Alfonso. The teaching was intended specifically for the clergy. Taking this book as a basis, people from other countries - England, Holland, France, Germany and Italy - published their own etiquette manuals. Most of these rules were rules of behavior at the table during meals. Questions about how to conduct small talk, receive guests and organize events were also covered.

A little later, the word “etiquette” itself arose. It was introduced into constant use by the well-known Louis XIV, the King of France. He invited the guests to his ball and gave everyone special cards - “labels”, on which the rules of behavior at the holiday were written.

Knights appeared with their own code of honor, a huge number of new rituals and ceremonies were created, where initiations took place, vassalage was accepted, and an agreement to serve the lord was concluded. At the same time, a cult of worship of beautiful ladies arose in Europe. Knightly tournaments began to be held, where men fought for their chosen one, even if she did not reciprocate their feelings.

Also, in the Middle Ages, the following rules arose and still exist today: shaking hands when meeting, removing headdress as a sign of greeting. In this way, people showed that they did not have weapons in their hands and that they were committed to peaceful negotiations.

Land of the Rising Sun

For example, refusing a mug of water or a sidelong glance could lead to an entire war of clans, which could last for years until the complete destruction of one of them.

Chinese etiquette has more than thirty thousand different ceremonies, ranging from the rules of tea drinking to marriage.

Renaissance era

This time is characterized by the development of countries: their interaction with each other improves, culture flourishes, painting develops, and the technical process moves forward. The concept of the impact of body cleanliness on health is also emerging: people begin to wash their hands before eating.

In the 16th century, table etiquette stepped forward: people began to use forks and knives. Pomp and festivity are replaced by modesty and humility. Knowledge of the rules and norms of etiquette becomes a hallmark of elegance and extravagance.

History of the development of etiquette in the Russian state

Starting from the Middle Ages until the reign of Peter I, Russian people studied etiquette from the book of the monk Sylvester “Domostroy”, published under Tsar Ivan IV. According to its charter the man was considered the head of the family, whom no one dared to contradict. He could decide what was good and what was bad for his loved ones, had the right to punish his wife for disobedience and beat his children as educational methods.

European etiquette came to the Russian state during the reign of Emperor Peter I. The artillery and naval education initially created by the ruler was replaced by a special school where secular manners were taught. One of the most famous was the work on etiquette “An Honest Mirror of Youth, or Indications for Everyday Conduct,” written in 1717, which was rewritten several times.

Unequal marriages between people of different classes were allowed. People now had the right to marry those who were divorced, with disrobed monks and clergy. Previously, this could not be done.

The rules and norms of behavior for women and girls were most complicated. Prohibitions have haunted the female sex from the very cradle. Young girls were strictly forbidden to dine at a party, talk without permission, or show their skills in languages ​​or any other field. However, they had to be able to blush shyly at a certain moment, suddenly faint and smile charmingly. The young lady was forbidden to go out alone or be alone with a man for even a couple of minutes, regardless of the fact that he could be her good friend or fiancé.

The rules required the girl to wear modest clothing and speak and laugh only in a hushed voice. Parents were obliged to monitor what their daughter read, what acquaintances she made, and what entertainment she preferred. After marriage, the rules of etiquette for a young woman softened a little. However, as before, she did not have the right to receive male guests in the absence of her husband or to go out alone to social events. After marriage, the woman tried very carefully to monitor the beauty of her speech and manners.

Events for high society by the very beginning of the 19th century included both public and family invitations. Various balls and masquerades were required to be held throughout the three months of winter, because this was the main place for making acquaintances between potential wives and husbands. Visits to theaters and exhibitions, fun walks in parks and gardens, slide rides on holidays - all these various entertainments have become increasingly common.

In the Soviet Union, the phrase “high life” was abolished. People of the upper classes were exterminated, their foundations and customs were ridiculed and distorted to the point of absurdity. Special rudeness in treating people began to be considered a sign of the proletariat. At the same time, various kinds of superiors moved away from their subordinates. Knowledge and good manners were now in demand only in diplomacy. Ceremonial events and balls began to be organized less and less. Feasts became the best form of leisure.

2. Business etiquette

Decency is the least important of all the laws of society and the most revered. F. La Rochefoucauld (1613-1680), French moralist writer

At the beginning of the 18th century, Peter the Great issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment.

Etiquette is a word of French origin meaning manner of behavior. Italy is considered the birthplace of etiquette. Etiquette prescribes standards of behavior on the street, in public transport, at a party, in the theater, at business and diplomatic receptions, at work, etc.

Unfortunately, in life we ​​often encounter rudeness and harshness, disrespect for the personality of another. The reason is that we underestimate the importance of a person’s culture of behavior, his manners.

Manners are the way one carries oneself, the outward form of behavior, the way one treats other people, as well as the tone, intonation and expressions used in speech. In addition, these are gestures, gait, facial expressions characteristic of a person.

Good manners are considered to be modesty and restraint of a person in the manifestation of his actions, the ability to control his behavior, and treat other people carefully and tactfully. Bad manners are considered; habit of speaking loudly and laughing; swagger in behavior; use of obscene language; coarseness; sloppiness in appearance; manifestation of hostility towards others; inability to control one's irritation; tactlessness. Manners relate to the culture of human behavior and are regulated by etiquette, and a true culture of behavior is where a person’s actions in all situations are based on moral principles.

Back in 1936, Dale Carnegie wrote that 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.

Business etiquette is a set of rules of behavior in business and official relationships. It is the most important aspect of the morality of professional behavior of a business person.

Although etiquette presupposes the establishment of only external forms of behavior, without internal culture, without observing ethical standards, real business relationships cannot develop. Jen Yager, in her book Business Etiquette, notes that every etiquette issue, from bragging to gift exchange, must be addressed in the light of ethical standards. Business etiquette prescribes compliance with the rules of cultural behavior and respectful attitude towards people.

Jen Yager has formulated six basic commandments of business etiquette.

1. Do everything on time. Being late not only interferes with work, but is also the first sign that a person cannot be relied on. The “on time” principle applies to reports and any other tasks assigned to you.

2. Don't talk too much. The meaning of this principle is that you are obliged to keep secrets of an institution or a specific transaction as carefully as you keep secrets of a personal nature. Never tell anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.

3. Be kind, friendly and welcoming. Your clients, clients, customers, colleagues or subordinates can find fault with you as much as they want, it doesn’t matter: you still have to behave politely, affably and kindly.

4. Think about others, not just yourself. Attention should be shown not only in relation to clients or customers, it extends to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates. Don't immediately start snapping when someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence shouldn't stop you from being humble.

5. Dress appropriately.

6. Speak and write in good language 1.

Etiquette is expressed in a variety of aspects of our behavior. For example, a person’s various movements and postures that he takes can have etiquette meaning. Compare the polite position facing the interlocutor and the impolite position - with your back to him. This etiquette is called nonverbal (i.e., wordless). However, the most important role in the etiquette expression of relationships towards people is played by speech - this is verbal etiquette.

The Persian writer and thinker Saadi (between 1203 and 1210-1292) said: “Whether you are smart or stupid, whether you are big or small, we don’t know until you say a word.” The spoken word, like an indicator, will show the level of a person’s culture. I. Ilf and E. Petrov in the novel “The Twelve Chairs” ridiculed the pathetic set of words from the vocabulary of Ellochka the “cannibal”. But Ellochka and others like her often meet and they speak in slang. Jargon is a “corrupt language” whose purpose is to isolate a group of people from the rest of society. The most important aspect of speech etiquette is the inadmissibility of slang words and obscene language.

Words of greeting, gratitude, appeal, and apology occupy a prominent place in business etiquette. The seller addressed the buyer on a first-name basis, someone did not thank him for the service, did not apologize for his misconduct - ~ such failure to comply with the norms of speech etiquette results in resentment and sometimes conflicts.

Business etiquette specialists attach great importance to address, because the form of further communication depends on how we address a person. Everyday Russian language has not developed a universal address, as, for example, in Poland - “pan”, “pani”, therefore when

1 Jager J. Business etiquette. How to survive and succeed in the world of business: Per. from English - M., 1994. - P. 17-26.

When addressing a stranger, it is better to use an impersonal form: “excuse me, how can I get by...”, “please, ...” but it is not always possible to do without a specific address. For example: “Dear comrades! Due to the repair of the escalator, entry to the metro is limited.” The word “comrade” is originally Russian; before the revolution, it was used to designate a position: “comrade of the minister.” In S.I. Ozhegov’s Russian language dictionary, one of the meanings of the word “comrade” is “a person who is close to someone in terms of common views, activities, living conditions, etc., as well as a person who is friendly to someone.”

The word “citizen” is also used in everyday life. "Citizen! Don't break the traffic rules!" - this sounds strict and official, but from the address: “Citizen, get in line!” it blows cold and there is a great distance between those communicating. Unfortunately, gender-based addresses are most often used: “Man, move over!”, “Woman, remove your bag from the aisle!” In verbal communication, in addition, there are historically established stereotypes. These are the words “sir”, “madam”, “master” and the plural “gentlemen”, “ladies”. In business circles, the title “Mr.” is used.

When using any form of treatment, it should be remembered that it must demonstrate respect for the person, take into account gender, age and the specific situation. It is important to feel exactly who we are addressing.

How should you address your colleagues, subordinates, or manager? After all, the choice of address in official relations is quite limited. The official forms of address in business communication are the words “mister” and “comrade”. For example, “Mr. Director”, “Comrade Ivanov”, i.e. after the words of address it is necessary to indicate the position or surname. You can often hear a manager addressing a subordinate by last name: “Petrov, bring me the report for the first quarter.” Agree that such treatment has a connotation of disrespectful attitude of the manager towards the subordinate. Therefore, such an address should not be used; it is better to replace it with a first name and patronymic. Addressing by first name and patronymic corresponds to Russian tradition. This is not only a form of address, but also a demonstration of respect for a person, an indicator of his authority and position in society.

A semi-official address is an address in the form of a full name (Dmitry, Maria), which involves using both the address “you” and “you” in conversation. This form of address occurs infrequently and can set interlocutors to the strict tone of the conversation, its seriousness, and sometimes means the speaker’s dissatisfaction. Typically this type of address is used by elders towards younger ones. In official relations you should always address yourself as “you”. While maintaining the formality of relationships, strive to introduce an element of goodwill and warmth into them.

It is necessary to observe delicacy so that any address does not turn into familiarity and familiarity, which are typical when addressed only by patronymic: “Nikolaich”, “Mikhalych”. An appeal in this form is possible from an elderly subordinate, most often a worker, to a young boss (foreman, foreman). Or, on the contrary, a young specialist turns to an elderly worker: “Petrovich, try to finish your work by lunchtime.” But sometimes such an appeal carries a tinge of self-irony. With this form of conversation, the “you” address is used.

In business communication, great importance is attached to transitions in address from “you” to “you” and vice versa, the transition from official addresses to semi-official and everyday ones. These transitions reveal our attitude towards each other. For example, if your boss always addressed you by your first name and patronymic, and then, calling you into his office, suddenly addressed you by your first name, we can assume that a confidential conversation is ahead. And on the contrary, if in communication between two people who were addressed by name, their first name and patronymic are suddenly used, then this may indicate tension in the relationship or the formality of the upcoming conversation.

Greetings occupy an important place in business etiquette. When we meet each other, we exchange phrases: “Hello,” “Good afternoon (morning, evening),” “Hello.” People celebrate meeting each other in different ways: for example, the military salutes, men shake hands, young people wave, and sometimes people hug when they meet. In greetings, we wish each other health, peace, and happiness. In one of his poems, the Russian Soviet writer Vladimir Alekseevich Soloukhin (1924-1997) wrote:

Hello!

Having bowed, we said to each other,

Although they were complete strangers. Hello!

What special things did we say to each other?

Just “Hello”, we didn’t say anything else.

Why is there a drop of sunshine in the world?

Why has life become a little more joyful?

We will try to answer the questions: “How to greet?”, “Who and where to greet?”, “Who greets first?”

When entering an office (room, reception area), it is customary to greet the people there, even if you do not know them. The youngest greets first, a man with a woman, a subordinate with a boss, a girl with an older man, but when shaking hands the order is reversed: the elder, the boss, the woman shake hands first. If a woman limits herself to bowing when greeting, then a man should not extend his hand to her. It is not customary to shake hands across a threshold, a table, or any obstacle.

When greeting a man, a woman does not get up. When greeting a man, it is always recommended to stand up, except in cases where this may disturb others (theater, cinema) or when it is inconvenient to do so (for example, in a car). If a man wants to emphasize his special affection for a woman, then when greeting him he kisses her hand. The woman puts her hand with the edge of her palm towards the floor, the man turns her hand so that it is on top. It is recommended to lean towards the hand, but it is not necessary to touch it with your lips, but remember that it is better to touch a lady’s hand indoors, not outdoors. The rules of greeting each other apply to all nations, although the forms of manifestation may vary significantly.

A prerequisite for business contact is a culture of speech. Cultural speech is, first of all, correct, competent speech and, in addition, the correct tone of communication, manner of speaking, and precisely chosen words. The larger a person’s vocabulary (lexicon), the better his command of the language, the more he knows (he is an interesting conversationalist), the more easily he expresses his thoughts and feelings, and also understands himself and others.

Monitor the correct use of words, their pronunciation and stress;

Do not use phrases containing unnecessary words (for example, “absolutely new” instead of “new”);

Avoid arrogance, categoricalness and self-confidence. Saying “thank you,” being polite and courteous, using appropriate language, and dressing appropriately are among the valuable traits that increase the chance of success.

Habits. Then the reaction to any action, any move of the opponent, the development of the situation will correspond to the rules of good form, business etiquette, the requirements of the culture of behavior in a given situation 3 Can etiquette norms contradict the moral position in business communication? In my opinion, a moral position is an assessment related to the norms of social behavior and their observance, which...

Your good manners and friendliness. A woman should not decide for herself about her status advantage, but she should not refuse the privileges given to her by her boss. Compliance with the norms of business etiquette requires certain efforts, self-control and self-restraint, and at the same time ensures a combination of extra-personal requirements, conditions and tasks of society with behavior and manifestations...

Where did etiquette originate?

England and France are usually called “classical countries of etiquette.” However, they cannot be called the birthplace of etiquette. Rough morals, ignorance, worship of brute force, etc. in the 15th century they reigned in both countries. There is no need to talk about Germany and other countries of Europe at that time; only Italy of that time is an exception.
The improvement of the morals of Italian society began already in the 14th century.
Man was moving from feudal morals to the spirit of modern times, and this transition began in Italy earlier than in other countries. If we compare Italy in the 15th century with other European nations, we immediately notice a higher degree of education, wealth, and ability to decorate our lives. And at the same time, England, having finished one war, is drawn into another, remaining a country of barbarians until the middle of the 16th century. In Germany, the cruel and irreconcilable war of the Hussites was raging, the nobility was ignorant, fist law reigned, all disputes were resolved by force
France was enslaved and devastated by the British, the French did not recognize any merits other than military ones, they not only did not respect science, but even disdained them and considered all scientists the most insignificant of people.

In short, while the rest of Europe was drowning in civil strife, and feudal orders were still in full force, Italy was a country of new culture. This country deserves to be called the birthplace of etiquette.

The concept of etiquette

The established moral norms are the result of a long-term process of establishing relationships between people
.Without compliance with these norms, political, economic
,cultural relations, because you cannot exist without respecting each other, without imposing certain restrictions on yourself.

Etiquette is a word of French origin meaning manner of behavior. It includes the rules of courtesy and politeness accepted in society.

Modern etiquette inherits the customs of almost all nations from hoary antiquity to the present day. Fundamentally, these rules of conduct are universal, since they are observed not only by representatives of a given society, but also by representatives of the most diverse socio-political systems existing in the modern world. The people of each country make their own amendments and additions to etiquette, determined by the social system of the country, the specifics of its historical structure, national traditions and customs.

There are several types of etiquette, the main ones being:

Court etiquette is a strictly regulated order and forms of behavior established at the courts of monarchs;

Diplomatic etiquette - rules of conduct for diplomats and other officials when contacting each other at various diplomatic receptions, visits, negotiations;

Military etiquette is a set of rules, norms and behavior generally accepted in the army by military personnel in all areas of their activities;

General civil etiquette is a set of rules, traditions and conventions observed by citizens when communicating with each other.

Most of the rules of diplomatic, military and civil etiquette coincide to one degree or another. The difference between them is that greater importance is attached to compliance with the rules of etiquette by diplomats, since deviation from them or violation of these rules can cause damage to the prestige of the country or its official representatives and lead to complications in relations between states.

As the living conditions of mankind change, education and culture grow, some rules of behavior are replaced by others. What was previously considered indecent becomes generally accepted, and vice versa. But the requirements of etiquette are not absolute: compliance with them depends on the place, time and circumstances. Behavior that is unacceptable in one place and under some circumstances may be appropriate in another place and under other circumstances.

The norms of etiquette, in contrast to the norms of morality, are conditional; they have the nature of an unwritten agreement about what is generally accepted in people’s behavior and what is not. Every cultured person must not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Manners largely reflect a person’s internal culture, his moral and intellectual qualities. The ability to behave correctly in society is very important: it facilitates the establishment of contacts, promotes mutual understanding, and creates good, stable relationships.

It should be noted that a tactful and well-mannered person behaves in accordance with the norms of etiquette not only at official ceremonies, but also at home. Genuine politeness, which is based on goodwill, is determined by an act, a sense of proportion, suggesting what can and cannot be done under certain circumstances. Such a person will never violate public order, will not offend another by word or deed, will not insult his dignity.

Unfortunately, there are people with a double standard of behavior: one in public, the other at home. At work, with acquaintances and friends, they are polite and helpful, but at home with loved ones they do not stand on ceremony, are rude and not tactful.
This indicates a person’s low culture and poor upbringing.

Modern etiquette regulates the behavior of people in everyday life, at work, in public places and on the street, at a party and at various kinds of official events - receptions, ceremonies, negotiations.

So, etiquette is a very large and important part of human culture.
, morality, morality, developed over many centuries of life by all peoples in accordance with their ideas about goodness and justice
, humanity - in the field of moral culture and about beauty, order, improvement, everyday expediency - in the field of material culture.

Good manners

One of the basic principles of modern life is maintaining normal relationships between people and the desire to avoid conflicts. In turn, respect and attention can only be earned by maintaining politeness and restraint. Therefore, nothing is valued as dearly by the people around us as politeness and delicacy. But in life we ​​often have to deal with rudeness, harshness, and disrespect for the personality of another person. The reason here is that we underestimate the culture of human behavior, his manners.

Manners are a way of holding oneself, the external form of behavior, treatment of other people, expressions used in speech, tone, intonation, characteristic gait, gestures and even facial expressions.

In society, good manners are considered to be a person’s modesty and restraint, the ability to control one’s actions, and to communicate carefully and tactfully with other people. Bad manners are considered to be the habit of speaking loudly, without hesitation in expressions, swagger in gestures and behavior, sloppiness in clothing, rudeness, manifested in open hostility towards others, in disregard for other people's interests and requests, in the shameless imposition of one's will and desires on other people, in the inability to restrain one’s irritation, in deliberately insulting the dignity of people around him, in tactlessness, foul language, and the use of humiliating nicknames and nicknames.

Manners relate to the culture of human behavior and are regulated by etiquette. Etiquette implies a benevolent and respectful attitude towards all people, regardless of their position and social status. It includes polite treatment of a woman, respectful attitude towards elders, forms of addressing elders, forms of address and greeting, rules of conversation, behavior at the table. In general, etiquette in a civilized society coincides with the general requirements of politeness, which are based on the principles of humanism.

A prerequisite for communication is delicacy. Delicacy should not be excessive, turn into flattery, or lead to unjustified praise of what is seen or heard. There is no need to try hard to hide the fact that you are seeing, listening to, tasting something for the first time, fearing that otherwise you will be considered ignorant.

Politeness

Everyone knows the expressions: “cold politeness”, “icy politeness”,
“contemptuous politeness,” in which epithets added to this wonderful human quality not only kill its essence, but turn it into its opposite.

Emerson defines politeness as “the sum of small sacrifices” we make to those around us with whom we enter into certain life relationships.

Unfortunately, the wonderful statement of Cervantes has been completely erased:
“Nothing is so cheap or valued so much as politeness.”
True politeness can only be benevolent, since it is one of the manifestations of sincere, disinterested benevolence towards all other people with whom a person meets at work, in the house where he lives, in public places. With workmates and with many everyday acquaintances, politeness can turn into friendship, but organic goodwill towards people in general is an obligatory basis for politeness. A true culture of behavior is where a person’s actions in all situations, their content and external manifestations flow from the moral principles of morality and correspond to them.

One of the main elements of politeness is the ability to remember names.
This is how D. Carneg talks about it. “The reason most people don't remember names is because they don't want to put the time and energy into focusing, committing, and indelibly imprinting those names in their memory. They make excuses for themselves that they are too busy. However, they are hardly busier than Franklin Roosevelt, and he found time to remember and, on occasion, recall even the names of the mechanics with whom he had to come into contact... F. Roosevelt knew that one of the simplest, most intelligible and The most effective way to win the favor of others is to remember their names and instill in them a sense of their own importance.”

Tactfulness and sensitivity

The content of these two noble human qualities is attention, deep respect for the inner world of those with whom we communicate, the desire and ability to understand them, to feel what can give them pleasure, joy, or vice versa, cause them irritation, annoyance, resentment.
Tactfulness and sensitivity are also a sense of proportion that should be observed in conversation, in personal and work relationships, the ability to sense the boundary beyond which, as a result of our words and actions, a person experiences undeserved offense, grief, and sometimes pain. A tactful person always takes into account specific circumstances: differences in age, gender, social status, place of conversation, presence or absence of strangers.

Respect for others is a prerequisite for tact, even between good comrades. You've probably encountered a situation where at a meeting someone casually throws out "nonsense", "nonsense", etc. during the speeches of his comrades. This behavior often becomes the reason that when he himself begins to speak out, even his sound judgments are met with coldness by the audience. They say about such people:

“Nature has given him so much respect for people that he only has enough of it for himself.” Self-respect without respect for others inevitably degenerates into conceit, conceit, and arrogance.

A culture of behavior is equally obligatory on the part of the subordinate in relation to the superior. It is expressed primarily in an honest attitude to one’s duties, in strict discipline, as well as respect, politeness, and tact towards the leader. The same applies to colleagues. When demanding respectful treatment of yourself, ask yourself more often: are you responding to them in the same way?

Tactfulness and sensitivity also imply the ability to quickly and accurately determine the reaction of interlocutors to our statements, actions and, in necessary cases, self-critically, without a sense of false shame, apologize for the mistake made. This will not only not damage your dignity, but, on the contrary, will strengthen it in the opinion of thinking people, showing them your extremely valuable human trait - modesty.

Modesty

“A person who talks only about himself thinks only about himself,” says D. Carnegie. “And a person who thinks only about himself is hopelessly uncultured.” He is uncultured, no matter how highly educated he is.”

A modest person never strives to show himself better, more capable, smarter than others, does not emphasize his superiority, his qualities, does not demand any privileges, special amenities, or services for himself.

At the same time, modesty should not be associated with timidity or shyness. These are completely different categories. Very often, modest people turn out to be much firmer and more active in critical circumstances, but it is known that it is impossible to convince them that they are right by arguing.

D. Carnegie writes: “You can make it clear to a person that he is wrong with a look, intonation or gesture no less eloquently than with words, but if you tell him that he is wrong, will you thereby force him to agree with you ? Never! For you dealt a direct blow to his intellect, his common sense, his pride and self-esteem. This will only make him want to strike back, but not change his mind.” The following fact is cited: during his stay in the White House, T. Roosevelt once admitted that if he had been right in seventy-five cases out of a hundred, he could not have wished for anything better. “If this was the most that one of the most outstanding men of the twentieth century could hope for, what about you and me?” - asks D. Carnegie and concludes: “If you can be sure that you are right at least in fifty-five cases out of a hundred, then why should you tell others that they are wrong.”

Indeed, you have probably witnessed how someone else, watching the raging debaters, can put an end to a misunderstanding with a friendly, tactful remark, a sympathetic desire to understand the point of view of both debaters.

You should never start with the statement “I will prove such and such to you.”
This, psychologists say, is the equivalent of saying, "I'm smarter than you, I'm going to tell you something and make you change your mind." It's a challenge. This creates internal resistance in your interlocutor and a desire to fight with you before you start an argument.

To prove something, you need to do it so subtly, so skillfully that no one will feel it.

D. Carnegie considers the following to be one of the golden rules: “People must be taught as if you had not taught them. And present unfamiliar things as forgotten.” Calmness, diplomacy, a deep understanding of the interlocutor’s argumentation, well-thought-out counter-argumentation based on accurate facts - this is the solution to this contradiction between the requirements of “good form” in discussions and firmness in defending one’s opinion.

Nowadays, almost everywhere there is a desire to simplify many of the conventions prescribed by general civil etiquette. This is one of the signs of the times: the pace of life, social and living conditions that have changed and continue to change rapidly have a strong influence on etiquette.
Therefore, a lot of what was accepted at the beginning or middle of our century may now seem absurd. Nevertheless, the basic, best traditions of general civil etiquette, even modified in form, remain alive in their spirit. Ease, naturalness, a sense of proportion, politeness, tact, and most importantly, goodwill towards people - these are qualities that will reliably help in any life situations, even when you are not familiar with any of the small rules of general civil etiquette that exist in Russia. The earth has a great variety.

INTERNATIONAL ETIQUETTE

The main features of etiquette are universal, that is, they are rules of politeness not only in international communication, but also at home
But sometimes it happens that even a well-mannered person finds himself in a difficult situation. Most often this happens when knowledge of the rules of international etiquette is necessary. Communication between representatives of different countries, different political views, religious views and rituals, national traditions and psychology, ways of life and culture requires not only knowledge of foreign languages, but also the ability to behave naturally, tactfully and with dignity, which is extremely necessary and important in meetings with people from other countries. This skill does not come naturally. This is something you have to learn throughout your life.

The rules of politeness of each nation are a very complex combination of national traditions, customs and international etiquette. And no matter where you are, no matter what country you are in, the hosts have the right to expect attention from the guest, interest in their country, and respect for their customs.

In England, table manners are very important. Therefore, we must follow the basic rules of this ritual. Never place your hands on the table, keep them on your lap. The cutlery is not removed from the plates, since knife stands are not used in England. Do not transfer cutlery from one hand to another; the knife should always be in the right hand, the fork in the left, with the ends facing the plate. Since various vegetables are served at the same time as meat dishes, you should do this: you put a small piece of meat with a knife and scoop vegetables onto this piece
;learn to implement a difficult balance: vegetables must be supported by a piece of meat on the convex side of the fork tines. You must achieve this, because if you dare to prick even one pea on your fork, you will be considered ill-mannered.

You should not kiss hands or make such compliments in public.
, like “what a dress you have!” or “how delicious this cake is!” - this is regarded as great indelicacy.

Individual conversations are not permitted at the table. Everyone should listen to him
who speaks and, in turn, speaks in order to be heard by everyone.

Germany

You must name the title of everyone you talk to. If the title is unknown, then you can address it like this: “Herr Doctor!” The word doctor is not reserved, as in our country only for doctors, but is used in any case when indicating a specialty or profession.

Before drinking, raise your glass and clink glasses with your host.
(although, for example, in France they raise a glass, but do not clink glasses)

In a restaurant, everyone around you, even strangers, is greeted with the expression “Mahlzeit,” which roughly means “Bon appetit.”

If you are asked to stay for breakfast, do not accept this invitation.
: it is a mere formality. If they repeat it, refuse again. Only after the third time can you accept the invitation, since this time it will be sincere, and not just a gesture of politeness.

Oddly enough, arriving at the exact appointed time is not accepted; you must certainly be 15-20 minutes late.

Visits should never be made during the afternoon rest hours. On the train, be sure to invite your neighbors to have a snack with you. They will refuse, just as you should if it is offered to you.

Holland

Unlike Spain here, in this country extreme precision in timing must be observed with every meeting or invitation
.You should avoid shaking hands and not giving compliments. In general, the Dutch like restraint, maybe even excessive.

Asian countries

In the east, soup is served at the end of lunch; in many southern countries and Central Asian republics, guests are often received in the courtyard, which, according to their customs, is an extension of the house; a Turkish family may be invited to spend time in the bathhouse; in Brazil it is not customary to wear a tropical helmet, and in Thailand it is not customary to talk about the heat. Latin Americans, as a sign of their special disposition towards the guest, often switch to “you” in conversation.

The culture of modern society ultimately absorbs the most valuable part of the culture of all countries and all previous generations. Business people can also participate in the process of its further development, enriching their cultural baggage in communication with foreigners or abroad.
, their culture of behavior, perceiving all the best that other nations have.

SOCIETY ETIQUETTE

Previously, the word “light” meant intelligent
:privileged and well-bred society. "light" consisted of people
, distinguished by their intelligence, learning, some kind of talent, or at least their politeness. Currently, the concept of “light” is moving away, but secular rules of behavior remain. Secular etiquette is nothing more than knowledge of decency, the ability to behave in society in such a way as to earn everyone's approval and not offend anyone by any of your actions.

Conversation rules

Here are a few principles that should be adhered to in a conversation, because the manner of speaking is the second most important thing after the manner of dressing, which a person pays attention to and which forms the first impression a person has about his interlocutor.

The tone of the conversation should be smooth and natural, but not pedantic and playful, that is, you need to be scholarly, but not pedantic, cheerful
, but not making noise, polite but not exaggerating politeness. In the “society” they talk about everything, but do not delve into anything. In conversations, any serious polemics should be avoided, especially in conversations about politics and religion.

Being able to listen is the same necessary condition for a polite and well-mannered person as being able to speak, and if you want to be listened to, you need to listen to others yourself, or at least pretend
,what are you listening to.

In society, you should not start talking about yourself until specifically asked, since only very close friends (and even then hardly) can be interested in the personal affairs of anyone.

How to behave at the table

There is no need to rush to fold your napkin; it is better to wait until others do it. It is indecent to wipe down your utensils when visiting friends.
, since by doing this you show your distrust of the owners, but this is permissible in restaurants.

You should always break bread into pieces over your plate so as not to crumble it onto the tablecloth, cut your piece of bread with a knife or bite off a whole slice.

Soup should not be eaten from the end of the spoon, but from the side edge.

For oysters, lobsters, and indeed for all soft dishes (such as meat, fish, etc.), only knives should be used.

It is considered very rude to eat fruit by biting directly from it. You need to peel the fruit with a knife, cut the fruit into pieces, cut out the core with grains and only then eat it.

No one should ask to be served a dish first, showing in any way their impatience. If you feel thirsty at the table, you should extend your glass to the person pouring, holding it between the thumb of the index and middle fingers of your right hand. You should avoid leaving wine or water in your glass that could spill.

When getting up from the table, you should not fold your napkin at all and, of course, it is very rude to leave immediately after dinner; you should always wait at least half an hour.

Tableware. Tableware is divided into three parts: tableware, tea and dessert. In addition, tableware is divided according to the types of materials from which it is made.

Silver. As a rule, dishes made of silver are: cake dishes, spoons, forks, knives, salt shakers. Cupronickel is used to make the same types of dishes as silver, but naturally cupronickel tableware is much cheaper than silver.

Crystal. Decanters, shot glasses, salt shakers, glasses are usually made from it
, saucers, sugar bowls, bowls for jam and fruit.

Porcelain, earthenware. The bulk of the dishes consists of porcelain or earthenware. This includes plates, cups, gravy boats. Earthenware is mainly used for coarser types of dishes.

Wine Serving Order

Here are excerpts from a cookbook published in 1912.
The number of different combinations of serving wines alone is amazing, only because of this one can judge how impoverished the diet itself is, as well as the very rules of etiquette concerning at least table setting.

Wines are served either chilled, warmed or simply cold. Champagne is served chilled, Bourgogne or Lafite is warmed. The rest of the wines are served simply cold.

Wines are served in the following order:

After the broth or soup, serve: Madeira, sherry or port.

After the beef: punch, porter, chateau-lafite, Saint-Estephe, Medoc, Margaux, Saint-Julien.

After cold dishes: Marsala, Hermitage, Chablis, Go-Barsak, Weindegraf.

After fish dishes: Bourgogne, Macon, Nuits, Pomor, petit violet.

For sauces: Rhine wine, Sauternes, Gau-Sauternes, Moselwein, Isenheimer, Hochmeyer, Chateau Diquem.

After pates: punch in glasses or champagne

After the roast: Malaga, Muscat-Lunelle, Muscat-Frontenac, Muscat-Boutier.

Bourgogne is slightly heated in hot sand and in general all red wines are served not too cold, while shaman wine is served only in metal vases filled with ice and taken out only at the moment when it is to be poured and served to guests.

Table setting

When setting the table, you should keep in mind that it is not customary to put more than three forks or three knives (each type of dish must have its own utensil) since all the utensils will not be used at the same time anyway. The remaining knives, forks and other additional serving items are served, if necessary, with the corresponding dishes. The forks should lie to the left of the plate in the order in which the dishes are served. To the right of the plate is an appetizer knife, a tablespoon, a fish knife and a large dinner knife.

Glasses are placed in the following order from right to left: glass (glass) for water, glass for champagne, glass for white wine
A slightly smaller glass for red wine and an even smaller one for dessert wine. A card with the name and surname of the guest for whom the seat is intended is usually placed on the tallest wine glass.

Clothing and appearance

Although they say that you see someone off based on your mind, they accept you based on your clothes, and clothing is one of the most important conditions for how good a person’s opinion is of you. Rockefeller started his business by buying himself an expensive suit with his last money and becoming a member of the golf club.

I don’t think it’s worth saying that clothes should be neat, cleaned and ironed. But here are some tips on how and in what cases you should dress.

For receptions until 20:00, men can wear any suits that are not bright colors. For receptions starting after 20:00, black suits should be worn.

In a formal setting, the jacket should be buttoned. With a buttoned jacket, they go to see friends, go to a restaurant, enter a theater auditorium, sit on the podium or give a presentation, but you should know that the bottom button of the jacket is never buttoned. You can unbutton your jacket buttons at lunch, dinner, or while sitting in a chair.

In the case when you need to wear a tuxedo, this is specifically indicated in the invitation (cravate noire, black tie)

The color of men's socks should in any case be darker than the suit, which creates a transition from the color of the suit to the color of the shoes. Patent leather shoes should only be worn with a tuxedo.

— a jacket is preferably a classic “English” one (with two vents at the back). Unlike the “European” one (without vents) and the “American” one (with one vent), it allows its owner not only to stand elegantly, but also to sit elegantly;

— the trousers should be of such length that they fall slightly on the front of the shoe and reach the beginning of the heel in the back.

— a shirt under a jacket is allowed only with long sleeves. Nylon and knitted shirts should not be worn.

- the collar should be a centimeter, one and a half higher than the collar of the jacket

- the vest should not be too short, neither the shirt nor the belt should be visible

— a belt naturally excludes suspenders and vice versa

- socks for business and festive suits should be matched, in no case white and long enough.

A woman enjoys much more freedom in choosing the style of clothing and fabric than a man. The basic rule that should be followed when choosing clothes is that it matches the time and situation. Therefore, it is not customary to receive guests or go to a party in luxurious dresses during the daytime. For such cases, an elegant dress or dress-suit is suitable.

Colors in clothes

If a person wants to emphasize the whiteness of his face, then he should wear red clothes; in any other combination, the red color of clothes suppresses the natural complexion. Yellow gives a violet tint to the whiteness of the face.

Usually the color of clothes is selected with the following calculation:

- for blondes, blue is the most suitable color

- brunettes - yellow

- white color suits people with pink skin tones

- black color absorbs shine from other colors

Business Cards

A business card in many cases replaces an “identity card”. It is usually printed in the language of the country in which the cardholder lives, in English or in the language of the host country.

The name and surname, position and address of the company where the person works, as well as the telephone number (fax, telex) are printed on the business card.

Business cards are handed to a person so that he can immediately read it, and the giver must meanwhile pronounce his name and surname out loud.

On business cards of wives, only the first and last name is indicated, but the position is not indicated.

Business cards, which indicate both the first and last names of husband and wife, are sent or delivered to the main ladies.

On business cards not written in Russian, the patronymic name is not indicated, since in most countries there is not even such a concept
.

Pencil writing in the lower left corner of a business card can mean the following: p.f. — congratulations p.r. — thanks to p.c. — condolences p.p. — absentee submission p.f.c. — satisfaction with acquaintance p.p.c. - instead of a personal visit in case of final departure p.f.N.a. — Happy New Year greetings

Business cards imported directly by its owner are folded on the right side (a curved corner means a personal visit), business cards sent are not folded.

Business cards received or brought in must be responded to within 24 hours.

Business cards should not be pretentious, extravagant, or have gold edges. The font can only be used in black.

Etiquette observed in letters

Etiquette in letters is essentially the same formalities that have turned into customs. Letters congratulating you on the New Year are sent in advance so that they are received on the eve of the New Year or on New Year's Day. This period must be observed in relations with relatives; in relation to friends or close acquaintances, the period of congratulations can be extended to the first week after the new year; everyone else can be congratulated throughout the whole of January.

Letters are written on one side of the sheet only; the reverse side must always remain blank.

Etiquette does not require beautiful handwriting, but writing illegibly is just as unsightly as muttering under your breath when talking to others.

It is considered very unattractive and not polite to put one letter with a dot instead of a signature. No matter what type of letter it is: business or friendly, you must never forget to put the address and date.

You should never write verbosely to people who are higher or lower than you in position; in the first case, your verbosity can show your disrespect, and most likely they will simply not read a long letter, and in the second case, a long letter can be considered familiarity.

In the art of writing letters, the ability to distinguish who we are writing to and choose the right tone of the letter plays a very important role.

A letter depicts the moral character of the writer; it is, so to speak, a measure of his education and knowledge. Therefore, when corresponding, you should be sophisticated and witty, every minute remembering what people conclude from it about your strengths and weaknesses. The slightest tactlessness in words and carelessness in expressions expose the writer in an unpleasant light.

CONCLUSION

Intelligence is not only in knowledge, but also in the ability to understand another. It manifests itself in a thousand and a thousand little things: in the ability to argue respectfully, to behave modestly at the table, in the ability to quietly help another
, take care of nature, do not litter around you - do not litter with cigarette butts or swearing, bad ideas.

Intelligence is a tolerant attitude towards the world and people.

At the heart of all good manners is the concern that one does not interfere with another, so that everyone feels good together. We must be able to not interfere with each other. You need to cultivate in yourself not so much manners as what is expressed in manners, a caring attitude towards the world, towards society, towards nature, towards one’s past.

There is no need to memorize hundreds of rules, but remember one thing - the need to respect others.

List of used literature

To prepare this work, materials from the site http://base.ed.ru were used

Decency is the least important of all the laws of society and the most revered. F. La Rochefoucauld (1613-1680), French moralist writer

At the beginning of the 18th century, Peter the Great issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment.

Etiquette is a word of French origin meaning manner of behavior. Italy is considered the birthplace of etiquette. Etiquette prescribes standards of behavior on the street, in public transport, at a party, in the theater, at business and diplomatic receptions, at work, etc.

Unfortunately, in life we ​​often encounter rudeness and harshness, disrespect for the personality of another. The reason is that we underestimate the importance of a person’s culture of behavior, his manners.

Manners are the way one carries oneself, the outward form of behavior, the way one treats other people, as well as the tone, intonation and expressions used in speech. In addition, these are gestures, gait, facial expressions characteristic of a person.

Good manners are considered to be modesty and restraint of a person in the manifestation of his actions, the ability to control his behavior, and treat other people carefully and tactfully. Bad manners are considered; habit of speaking loudly and laughing; swagger in behavior; use of obscene language; coarseness; sloppiness in appearance; manifestation of hostility towards others; inability to control one's irritation; tactlessness. Manners relate to the culture of human behavior and are regulated by etiquette, and a true culture of behavior is where a person’s actions in all situations are based on moral principles.

Back in 1936, Dale Carnegie wrote that 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.

Business etiquette is a set of rules of conduct in business and official relationships. It is the most important aspect of the morality of professional behavior of a business person.

Although etiquette presupposes the establishment of only external forms of behavior, without internal culture, without observing ethical standards, real business relationships cannot develop. Jen Yager, in her book Business Etiquette, notes that every etiquette issue, from bragging to gift exchange, must be addressed in the light of ethical standards. Business etiquette prescribes compliance with the rules of cultural behavior and respectful attitude towards people.

Jen Yager has formulated six basic commandments of business etiquette.

1. Do everything on time. Being late not only interferes with work, but is also the first sign that a person cannot be relied on. The “on time” principle applies to reports and any other tasks assigned to you.

2. Don't talk too much. The meaning of this principle is that you are obliged to keep secrets of an institution or a specific transaction as carefully as you keep secrets of a personal nature. Never tell anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.

3. Be kind, friendly and welcoming. Your clients, clients, customers, colleagues or subordinates can find fault with you as much as they want, it doesn’t matter: you still have to behave politely, affably and kindly.

4. Think about others, not just yourself. Attention should be shown not only in relation to clients or customers, it extends to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates. Don't immediately start snapping when someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence shouldn't stop you from being humble.

5. Dress appropriately.

6. Speak and write in good language 1.

Etiquette is expressed in a variety of aspects of our behavior. For example, a person’s various movements and postures that he takes can have etiquette meaning. Compare the polite position facing the interlocutor and the impolite position - with your back to him. This etiquette is called nonverbal (i.e., wordless). However, the most important role in the etiquette expression of relationships towards people is played by speech - this is verbal etiquette.

The Persian writer and thinker Saadi (between 1203 and 1210-- 1292) said: “Whether you are smart or stupid, whether you are big or small, we don’t know until you say a word.” The spoken word, like an indicator, will show the level of a person’s culture. I. Ilf and E. Petrov in the novel “The Twelve Chairs” ridiculed the pathetic set of words from the vocabulary of Ellochka the “cannibal”. But Ellochka and others like her often meet and they speak in slang. Jargon is a “corrupt language” whose purpose is to isolate a group of people from the rest of society. The most important aspect of speech etiquette is the inadmissibility of slang words and obscene language.

Words of greeting, gratitude, appeal, and apology occupy a prominent place in business etiquette. The seller addressed the buyer on a first-name basis, someone did not thank him for the service, did not apologize for his misconduct - ~ such failure to comply with the norms of speech etiquette results in resentment and sometimes conflicts.

Business etiquette specialists attach great importance to address, because the form of further communication depends on how we address a person. Everyday Russian language has not developed a universal address, as, for example, in Poland - “pan”, “pani”, therefore when

1 Jager J. Business etiquette. How to survive and succeed in the world of business: Per. from English - M., 1994. - P. 17--26.

When addressing a stranger, it is better to use an impersonal form: “excuse me, how can I get by...”, “please, ...” but it is not always possible to do without a specific address. For example: “Dear comrades! Due to the repair of the escalator, entry to the metro is limited.” The word “comrade” is originally Russian; before the revolution, it was used to designate a position: “comrade of the minister.” In the Russian language dictionary by S.I. Ozhegov, one of the meanings of the word “comrade” is “a person close to someone in terms of common views, activities, living conditions, etc., as well as a person who is friendly towards someone” Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988. - P. 652..

The word “citizen” is also used in everyday life. "Citizen! Don't break the traffic rules!" - it sounds strict and official, but from the address: “Citizen, get in line!” it blows cold and there is a great distance between those communicating. Unfortunately, gender-based addresses are most often used: “Man, move over!”, “Woman, remove your bag from the aisle!” In verbal communication, in addition, there are historically established stereotypes. These are the words “sir”, “madam”, “master” and the plural “gentlemen”, “ladies”. In business circles, the title “Mr.” is used.

When using any form of treatment, it should be remembered that it must demonstrate respect for the person, take into account gender, age and the specific situation. It is important to feel exactly who we are addressing.

How should you address your colleagues, subordinates, or manager? After all, the choice of address in official relations is quite limited. The official forms of address in business communication are the words “mister” and “comrade”. For example, “Mr. Director”, “Comrade Ivanov”, i.e. after the words of address it is necessary to indicate the position or surname. You can often hear a manager addressing a subordinate by last name: “Petrov, bring me the report for the first quarter.” Agree that such treatment has a connotation of disrespectful attitude of the manager towards the subordinate. Therefore, such an address should not be used; it is better to replace it with a first name and patronymic. Addressing by first name and patronymic corresponds to Russian tradition. This is not only a form of address, but also a demonstration of respect for a person, an indicator of his authority and position in society.

A semi-official address is an address in the form of a full name (Dmitry, Maria), which involves using both the address “you” and “you” in conversation. This form of address occurs infrequently and can set interlocutors to the strict tone of the conversation, its seriousness, and sometimes means the speaker’s dissatisfaction. Typically this type of address is used by elders towards younger ones. In official relations you should always address yourself as “you”. While maintaining the formality of relationships, strive to introduce an element of goodwill and warmth into them.

It is necessary to observe delicacy so that any address does not turn into familiarity and familiarity, which are typical when addressed only by patronymic: “Nikolaich”, “Mikhalych”. An appeal in this form is possible from an elderly subordinate, most often a worker, to a young boss (foreman, foreman). Or, on the contrary, a young specialist turns to an elderly worker: “Petrovich, try to finish your work by lunchtime.” But sometimes such an appeal carries a tinge of self-irony. With this form of conversation, the “you” address is used.

In business communication, great importance is attached to transitions in address from “you” to “you” and vice versa, the transition from official addresses to semi-official and everyday ones. These transitions reveal our attitude towards each other. For example, if your boss always addressed you by your first name and patronymic, and then, calling you into his office, suddenly addressed you by your first name, we can assume that a confidential conversation is ahead. And on the contrary, if in communication between two people who were addressed by name, their first name and patronymic are suddenly used, then this may indicate tension in the relationship or the formality of the upcoming conversation.

Greetings occupy an important place in business etiquette. When we meet each other, we exchange phrases: “Hello,” “Good afternoon (morning, evening),” “Hello.” People celebrate meeting each other in different ways: for example, the military salutes, men shake hands, young people wave, and sometimes people hug when they meet. In greetings, we wish each other health, peace, and happiness. In one of his poems, the Russian Soviet writer Vladimir Alekseevich Soloukhin (1924-1997) wrote:

Hello!

Having bowed, we said to each other,

Although they were complete strangers. Hello!

What special things did we say to each other?

Just “Hello”, we didn’t say anything else.

Why is there a drop of sunshine in the world?

Why has life become a little more joyful?

We will try to answer the questions: “How to greet?”, “Who and where to greet?”, “Who greets first?”

When entering an office (room, reception area), it is customary to greet the people there, even if you do not know them. The youngest greets first, a man with a woman, a subordinate with a boss, a girl with an older man, but when shaking hands the order is reversed: the elder, the boss, the woman shake hands first. If a woman limits herself to bowing when greeting, then a man should not extend his hand to her. It is not customary to shake hands across a threshold, a table, or any obstacle.

When greeting a man, a woman does not get up. When greeting a man, it is always recommended to stand up, except in cases where this may disturb others (theater, cinema) or when it is inconvenient to do so (for example, in a car). If a man wants to emphasize his special affection for a woman, then when greeting him he kisses her hand. The woman puts her hand with the edge of her palm towards the floor, the man turns her hand so that it is on top. It is recommended to lean towards the hand, but it is not necessary to touch it with your lips, but remember that it is better to touch a lady’s hand indoors, not outdoors. The rules of greeting each other apply to all nations, although the forms of manifestation may vary significantly.

A prerequisite for business contact is a culture of speech. Cultural speech is, first of all, correct, competent speech and, in addition, the correct tone of communication, manner of conversation, precisely chosen words. The larger a person’s vocabulary (lexicon), the better his command of the language, the more he knows (he is an interesting conversationalist), the more easily he expresses his thoughts and feelings, and also understands himself and others.

* monitor the correct use of words, their pronunciation and stress;

* do not use phrases containing unnecessary words (for example, “absolutely new” instead of “new”);

* avoid arrogance, categoricalness and self-confidence. Saying “thank you,” being polite and courteous, using appropriate language, and dressing appropriately are among the valuable traits that increase the chance of success.