Are you here: For the service sector

Course work

Basic rules of business etiquette

Introduction

1. General information about ethical culture

2. Business etiquette

3. Human appearance

4. Telephone culture

5. Business conversation

6. Business correspondence

7. Business card in business life

8. Business protocol

Conclusion

Literature

Introduction

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions. Ethics is one of the oldest branches of philosophy, the science of morality.

Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he is living correctly and what he should strive for. A person can make communication effective and achieve certain goals if he correctly understands moral standards and relies on them in business relationships. One of the first rules of morality in history is formulated as follows: “act towards others as you would like them to act towards you. A person becomes human only when he affirms the human in other people. If he does not take into account moral standards in communication or distorts their content, then communication becomes impossible or causes difficulties.

Morality teaches us to do every thing in such a way that it does not hurt the people who are nearby.

The relevance of this topic is beyond doubt, due to the lack of state ideology in modern Russia.

The purpose of this work is to study business etiquette.

The goal of the work will be achieved through the disclosure of the following tasks:

General information about ethical culture

Business Etiquette

Human appearance

Telephone culture

Business conversation

Business correspondence

Business card in business life

Business protocol

The work consists of an introduction, main part, conclusion, and bibliography.

1. General information about ethical culture

As you know, a person enters into business relationships with other people throughout his life. One of the regulators of these relations is morality, which expresses our ideas about good and evil, about justice and injustice. Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he is living correctly and what he should strive for. A person can make communication effective and achieve certain goals if he correctly understands moral standards and relies on them in business relationships. If he does not take into account moral standards in communication or distorts their content, then communication becomes impossible or causes difficulties.

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.

Ethics is one of the oldest branches of philosophy, the science of morality. The term “ethics” comes from the Greek word “ethos” (“ethos”) - custom, morality. The term "ethics" was introduced by Aristotle (384-322 BC) to designate the doctrine of morality, and ethics was considered a "practical philosophy" that should answer the question: "What should we do in order to do the right things?" moral actions?

Initially, the terms “ethics” and “morality” coincided. But later, with the development of science and social consciousness, different contents were assigned to them.

Morality (from the Latin moralis - moral) is a system of ethical values that are recognized by man. It regulates human behavior in all spheres of public life - at work, at home, in personal, family and international relations.

“Good” and “evil” are indicators of moral behavior; it is through their prism that a person’s actions and all his activities are assessed. Ethics considers “good” as the objective moral meaning of an action. It unites a set of positive norms and moral requirements and acts as an ideal, a role model. “Good” can act as a virtue, i.e. be a moral quality of a person. “Good” is opposed to “evil”; there has been a struggle between these categories since the foundation of the world. Morality is often identified with goodness, with positive behavior, and evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, up without down, day without night, but nevertheless they are not equivalent.

Acting morally means choosing between good and evil. A person strives to build his life in such a way as to reduce evil and increase good. Other important categories of morality - duty and responsibility - cannot be correctly understood and, even more so, cannot become important principles in human behavior if he has not realized the complexity and difficulty of the struggle for good.

Moral norms receive their ideological expression in commandments and principles about how one should behave. One of the first rules of morality in history is formulated as follows: “act towards others as you would like them to act towards you.” This rule appeared in the VI-V centuries. BC e. simultaneously and independently of each other in different cultural regions - Babylon, China, India, Europe. Subsequently, it began to be called “golden”, as great importance was attached to it. Today it also remains relevant, and we must always remember that a person becomes a person only when he affirms the human in other people. The need to treat others as oneself, to elevate oneself through the exaltation of others, is the basis of morality and morality.

The Gospel of Matthew says: “So in everything you want people to do to you, do so to them” (chapter 7, v. 12).

Often in business relationships we are faced with contradictions between what is and what should be. On the one hand, a person strives to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the implementation of which is often associated with a violation of moral norms. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in the ethics of business relations, in business communication. Since the ethics of business communication is a special case of ethics in general and contains its main characteristics, the ethics of business communication is understood as a set of moral norms and rules governing the behavior and relationships of people in professional activities. Therefore, when studying the course “Business Culture and Psychology of Communication,” we will talk about how to act in business relationships, so that you know about it, try to accept it and act accordingly.

The norms and rules of behavior in force in society require a person to serve society and coordinate personal and public interests. Moral standards are based on traditions and customs, and morality teaches us to do every thing in such a way that it does not cause harm to the people who are nearby.

One of the main elements of the culture of business communication is the moral behavior of people. It is based on universal human moral principles and norms - respect for human dignity, honor, nobility, conscience, sense of duty and others.

Conscience is a person’s moral awareness of his actions, thanks to which we control our actions and evaluate our actions. Conscience is closely related to duty. Duty is the awareness of conscientious performance of one’s duties (civil and official). For example, when a duty is violated, thanks to conscience, a person is responsible not only to others, but also to himself.

Honor, which is expressed in recognition of a person’s moral merits and reputation, is of great importance for a person’s moral character. The honor of an officer, the honor of a businessman, the honor of a knight - it is this that requires a person to maintain the reputation of the social or professional group to which he belongs. Honor obliges a person to work conscientiously, to be truthful, fair, to admit his mistakes, and to be demanding of himself.

Dignity is expressed in self-respect, in awareness of the significance of one’s personality; it does not allow a person to humiliate himself, flatter and please for his own benefit. However, an excessive sense of self-esteem does not really decorate a person. The ability of a person to be restrained in revealing his merits is called modesty. A person who is worth something does not need to flaunt his merits, increase his worth, or instill in others the idea of his own irreplaceability.

An integral part of the culture of business communication is nobility. A noble man is true to his word, even if it is given to an enemy. He will not allow rudeness towards people he does not like, and will not slander them in their absence. Nobility does not require publicity and gratitude for help and sympathy.

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 the Russian language dictionary by S.I. Ozhegov, 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.

3. Human appearance

They meet you by their clothes, they see them off by their intelligence. Russian folk wisdom

You often hear that you can’t make a conclusion about a person based on their first impression. However, according to psychologists, in 85 out of 100 cases people base their attitude towards another person on the basis of external impressions. Features of a person’s appearance inform us about age, social, national and professional affiliation. That is why both spoken words and appearance are important in communication.

Since ancient times, people have strived for perfection. The ability to create an image for yourself, to create confidence in yourself and those around you in your own attractiveness and bright individuality is an art that has been comprehended for centuries. A person learned to create his own image with the help of clothes, makeup, and hairstyle. The ability to dress beautifully in accordance with life situations is a talent. An evening dress looks ridiculous in the daytime, and if you show up to a service in such an outfit, which you got to by public transport, it’s a grotesque situation.

The main mistake, according to the recognized expert in the field of business clothing J.T. Molloy, is too exaggerated the importance of one’s attractiveness and diligent adherence to fashion. Indeed, people, especially young people, forget that fashion offers a general direction, a faceless standard that does not emphasize individuality. When choosing clothes, it is important to be able to choose a wardrobe in accordance with your appearance, age, taste and situation, and not blindly follow fashion. A person must develop his own style of clothing, since fashion changes, but style remains. You've probably noticed: clothes are fashionable, fit well on your figure and the color is yours, but they don't please the eye or warm your soul - this means that the clothes don't fit into your style, don't match your image and character.

Fashion experts advise wearing what really suits you, what makes you look elegant. An important condition for elegance is taking into account volumes when cutting clothes.

The body and the proportions of its individual parts. It is recommended to select clothes according to your body type and face type. The main thing is to see the shortcomings of your silhouette and skillfully, with the help of clothing, correct them. Clothing is a kind of calling card that has a psychological impact on communication partners. It can say a lot about our personality and situation (see more in section 2.3).

To create a visually attractive image, a person uses makeup, which helps not only to refresh the face, but also to correct small individual flaws in his features. When using decorative cosmetics, it is necessary to take into account the general appearance of a person, the color of his skin, hair, eyes, clothes, face shape, age, as well as the time and place where the person is (daily work, gala evening, disco, theater). Experts in the field of decorative cosmetics advise adhering to the following rules: “less is better than more”; “It’s better without than inept.” Good makeup is invisible makeup, which, as professionals say, should “fit well to the face.”

So, you have fashionable clothes, impeccable makeup, but the wrong hairstyle, and you no longer make a decent impression. Hair is a natural decoration that needs to be looked after daily. Hair makes a person attractive by choosing the right hairstyle. The hairstyle is chosen taking into account the person’s figure, face type and head shape. Hairdressing professionals have developed recommendations on how, with the help of a good choice of hairstyle, you can divert attention from a stooped back and an unattractive neck.

All details of your outfit - from shoes to hair clips - should be in harmony with each other.

An expensive, but unkemptly dressed person with an unpleasant odor and greasy hair sticking out in different directions is unlikely to arouse sympathy. Neatness is the basic etiquette requirement for appearance.

And we must always remember that external beauty can only attract the attention of others, and in order to retain it, spiritual beauty is necessary. Outwardly handsome, but a rude, angry, uncultured person with a vulgar vocabulary and behavior makes an unpleasant impression.

4. Telephone culture

The telephone is a convenient and fast means of communication, without which it is impossible to imagine modern life. They exchange personal and professional information over the phone, arrange meetings, establish and develop business contacts. Humanity has been using the telephone for more than a century: in 1876, the first, still imperfect, but already recognized telephone was created.

A telephone conversation allows for two-way exchange of information regardless of distance. In a short time, the phone will connect you with a colleague from a neighboring department, with a subscriber on the other side of the ocean. But, as practice shows, you need to prepare for a conversation on the phone, especially a business one. For a civil servant or a business person, it is necessary to learn to value your time (and the time of your interlocutor). Poor preparation and the inability to express one’s thoughts concisely and competently take up 20 to 30% of a modern civil servant’s working time. In addition, the culture of telephone communication is a means of shaping your image and the image of the institution in which you serve among your partners.

1. It is useful to keep a pen, notepad and calendar next to your phone.

2. After the call, quickly pick up the phone. Do not hang up the phone during a call: the current in electrical circuits increases sharply, which can lead to damage. Etiquette requires picking up the phone before the fourth ring of the phone, since the impact of telephone calls has a negative effect on the nervous system. You should not pick up the handset “without looking”, without looking up from your work, as it may touch the contact lever and the connection will be interrupted.

3. The handset is off-hook. The question arises: what is the first word to say so that contact is established? There are no strict limits here. As a rule, the person answers: “Hello,” “I’m listening,” “Yes.” It is believed that the first two options are preferable, since “yes” sounds dry and illogical, which can make it difficult to establish psychological contact. Often there are answers: “I’m listening to you,” which sounds somewhat mannered, and the archaic version “At the phone” or “On the wire.” All of the above answers are appropriate in a home environment. In business communication, it is preferable to use informative answers (who answered the phone and in what institution), and you should not call yourself and the company a tongue twister.

4. What should you do if the phone rings during a conversation with a client? The rules of telephone etiquette and politeness dictate the following: apologize to the client, pick up the phone and, citing your busyness, ask to call back. Another option is possible: write down the phone number of the caller and call him back as soon as you are free.

5. How to invite a colleague to the phone? “One minute” (“now”)... Ivan Petrovich - you!” After this, the tube is passed or carefully, without knocking, placed on the table. It is not recommended to invite by shouting or demonstrate your cool relationship with a colleague: after the feedback, “slam” your pipe on the table and say in a cold tone: “Ivanova!”

When calling an employee who is currently absent by telephone, you should not limit yourself to the answer: “He is not there” and throw the handset on the cradle. It should be said; "He's not in now. It will be then. Maybe I should give him something?” If you are asked to do this, record the request and place a note on your colleague's desk. The answers sound very unfortunate: “He’s not there, I don’t know where he is. Maybe leave your phone number." Moreover, you should not go into details: “Alla Viktorovna has not yet come from lunch,” “Probably in the buffet (smoking room),” etc.

6. Business telephone conversations should be brief. For example, a Japanese company will not keep an employee for long who does not solve a business issue over the phone in three minutes.

The one who called ends the conversation, so it is not recommended for the person receiving the call to be impatient and try to “wind up” the conversation. But what to do if the interlocutor is too chatty, distracted from the topic of conversation, and focuses on details? There are many techniques for stopping a conversation with a verbose interlocutor without offending him and at the same time maintaining politeness and delicacy. Usually they use phrases: “It’s very nice to talk to you, but now I have to leave”, “I would like to talk to you more, but I have very urgent matters”, “I was very glad to listen to you, but I have to go to a business meeting” and etc.

7. It is important that a business telephone conversation be conducted in a calm, polite tone. During a conversation, it is necessary to create an atmosphere of mutual respect, which is facilitated by a smile. The interlocutor does not see it, but feels it. Voice, timbre, intonation and tone can say a lot about you. According to psychologists, the intonation and tone of a conversation carry up to 40% of the information. Speaking on the phone, we can inspire trust in the interlocutor or, conversely, hostility.

It is recommended to speak evenly, restrain your emotions and not interrupt the interlocutor’s speech. If your interlocutor expresses himself in a harsh manner and is prone to arguments, then be patient and do not answer him in kind, do not object directly.

8. Never talk on the phone with your mouth full. It is unacceptable to chew, drink or talk to employees during a telephone conversation.

9. The telephone aggravates speech deficiencies, so it is recommended to monitor the pronunciation of numbers, proper names and surnames. In a conversation, it is better not to use specific, professional terms that may not be clear to the interlocutor. Jargon and expressions such as “goes”, “okay”, “good”, “bye”, etc. are not allowed.

10. Since telephone interlocutors do not see each other, they must confirm their attention (in the case of a long conversation alone) with the remarks: “Yes, yes,” “I understand”... If an unexpected pause occurs in a telephone conversation, then you can clarify: “ How can you hear me?”, “Do you disagree?” and so on. If your hearing deteriorates, it is quite reasonable to call one of your interlocutors back. If the telephone connection is interrupted, the initiator of the conversation calls back.

You should end the conversation on time to avoid satiety with communication, which is expressed in unreasonable dissatisfaction and touchiness of partners, and sometimes in irritability. At the end of the conversation, you need to thank them for the call or the information (news) received. “Goodbye, thanks for calling”, “It was nice talking to you”, etc.

What to do first, where to start and how to behave if you have to call?

I. Determine the purpose of the telephone conversation (maybe it is not important or necessary). Unnecessary conversations disrupt the work rhythm and interfere with the work of those nearby. If you have determined the purpose and tactics of conducting a telephone conversation, then draw up a plan for the conversation, sketch out a list of issues that you would like to resolve, as this will allow you not to lose sight of the main thing and will make the conversation logical and concise. As an analysis of telephone conversations shows, up to 40% is occupied by repetitions of words and phrases.

2. The number is dialed. Try to interest your interlocutor with your first phrase. First, according to the etiquette of a telephone conversation, it is advisable to identify yourself and say hello, for example: “Ivanova Maria Sergeevna. Hello (good afternoon).” Before asking the person you need to answer the phone, wait for the answer “Hello” at the other end of the line, and then say: “Please call Pyotr Petrovich.” The phrases “Who is this?”, “Where did I end up?” are unacceptable. and so on. If the subscriber does not answer your call, remember that on the 5th signal they hang up and the call is repeated later.

3. Calling a co-worker on the home phone for a business conversation can only be justified for a serious reason. Calls to an apartment after 22:00 and before 8:00 (on weekends up to 10:00) are considered a violation of the rules of etiquette.

4. Failure to fulfill a promise to call back is considered a violation of etiquette. If you promised, you must call, otherwise you will create a reputation for yourself as a frivolous person.

5. Business conversation

In business relationships, a lot depends on personal meetings, conversations, meetings. The advantage of conversation is undeniable, since business connections started in a letter or by telephone develop in personal contacts. During personal meetings, partners use all the richness of human communication: speech, gestures, facial expressions, movements and personal influence.

What could be simpler than a conversation? We met and talked. However, spontaneity is characteristic of everyday conversations - on the street, at home, during breaks between work.

A completely different approach is needed to a business conversation, which has its own patterns and traditions. A business conversation requires careful preparation and is based on ethical norms and rules.

The leading element in preparing a business conversation is planning, i.e. determining the purpose of the meeting and developing strategies and tactics for achieving the goal. Experts recommend thinking through the possible course of the upcoming conversation, in the role of a future opponent, checking the effectiveness of your arguments (see Section 6.1), the logical connection of the wording, and predicting the reaction of the interlocutor (the interlocutor can be a subordinate, business partner or colleague).

The correct choice of place for the conversation is of great importance, and it must be remembered that there should be no strangers in the room, and the interior of the room should help improve the emotional state and relieve fatigue and tension of the partners.

The conversation is usually agreed upon two to three days in advance. This allows you to foresee its possible course in advance and think through the main details. If the person invited to the conversation is not an employee of your organization, then you need to explain to him how best to get to the meeting place and, if necessary, issue a pass in advance. The secretary must be warned about the meeting, know the name of the invitee and be the first to greet him.

A business conversation consists of several stages;

Transmission of information (statement of one’s position) and argumentation;

Listening to the interlocutor’s arguments and reacting to them;

Making decisions.

The beginning of the conversation influences its entire further course; The objectives of the initial stage are to establish contact with a partner, create a favorable atmosphere of mutual trust and respect, as well as attract attention and awaken interest in the problem.

Whether the atmosphere of the meeting will be friendly and businesslike depends on your punctuality, because a visitor who has been waiting for you for half an hour in the reception area is unlikely to be in a friendly mood.

It is advisable to stand up to greet the guest, or even better, meet him at the door of the office, shake hands and show him where to hang his outerwear (if the secretary did not do this in the reception area). In order for the conversation to be “on an equal footing”, it is recommended to conduct the conversation away from the desk. It is best to sit opposite each other. A good host will always offer the guest tea or coffee, and in hot weather - soft drinks. It is advisable to place a watch nearby so that everyone can see how long the conversation lasts, since looking at your watch during a conversation is considered indecent and can be perceived as a signal to end the conversation.

It is better to address the interlocutor by his first name and patronymic and repeat this several times during the further conversation. American human relations specialist Dale Carnegie (1888-1955) argued that a person's name is the sweetest and most important sound for him in any language.

Try to encourage your interlocutor and win him over with the first phrases and questions that may not be directly related to the topic of conversation.

At the beginning of a conversation, an important signal for establishing contact is eye contact, since gaze is a powerful means of nonverbal communication. In general, the ability to “read” nonverbal signals in the behavior of your interlocutor can greatly facilitate understanding your partner. From the very beginning, the conversation should take the form of dialogue. It is very important to learn to listen to your interlocutor without interrupting him, while you need to behave naturally, be honest, not play with your partner and not ingratiate yourself. In addition, it is unacceptable to take out your bad mood on your interlocutors. Remember that your kindness and focus will help a person open up, especially if he is filled with negative emotions or is shy and unsure of himself.

During the conversation, it is recommended to use short, neutral remarks: “Continue, very interesting!”, “I understand you,” which relieve tension and help continue the conversation, as well as clarifying remarks: “What do you mean?”, “What do you think? » etc., helping to lead the conversation in the right direction.

A conversation with a business partner, colleague or subordinate excludes any tactlessness: a dismissive tone, cutting off the interlocutor mid-sentence, demonstrating one’s superiority.

At the final stage of the business conversation, the final decision is made, which must be stated clearly, clearly, and convincingly. The end of the conversation should stimulate the implementation of the decisions made and lay the foundation for further meetings. It is necessary to thank the partner for the conversation and express confidence in the success of future cooperation. Psychologists emphasize the importance of a farewell glance, when the owner of the office lingers his gaze on the interlocutor, demonstrating attention to the partner and interest in further cooperation with him.

6. Business correspondence

It is impossible to imagine the activities of a business person without working with documents. It is estimated that some categories of management employees spend from 30 to 70% of their working time on drawing up official documents and working with them.

Official correspondence is an important part of business etiquette, “communication in miniature.” It helps to establish strong connections with consumers, improve the relationship between various services, and also increase the turnover of an enterprise or company.

Jen Yager, in her book Business Etiquette, noted that the quality of business text is made up of four components: thought, intelligibility, literacy and correctness.

When writing a business letter, the following requirements must be observed;

The performer must clearly understand the message he wants to convey and know exactly how to express it in a clear, concise and accessible form;

The letter should be simple, logical, specific and free of ambiguity. Laconic letters written in monosyllabic words characterize the writers as good conversationalists who master the art of communication. Phrases should be easy to read; it is undesirable to use a large number of participial and participial phrases;

The letter should be written on only one issue, and its text should be divided into paragraphs, each of which addresses only one aspect of the issue;

The letter must be convincing and sufficiently reasoned;

The letter should be written in a neutral tone, the use of metaphors and emotionally expressive phrases is undesirable;

The volume of a business letter should not exceed two pages of typewritten text;

From a grammatical point of view, a business letter must be impeccable, since spelling, syntactic and stylistic errors make a bad impression and irritate the addressee;

A business letter must be correct and written in a polite tone.

When writing business correspondence, it should be remembered that the perception of the letter depends not only on the content, but also on the envelope and the company’s letterhead. The lettering paper should be of good quality and the color of the paper should be light: white, light grey, cream, etc. At the top or side of the sheet, the name of the organization should be printed in small letters, possibly its emblem or logo (the verbal form of the trademark), and in some cases, the first and last name of the employee and, perhaps, his position. In addition, business letters can also be written on regular lettering paper. The question of whether it is advisable to give an employee the right to use paper that indicates not only the name of the company, but also the surname and position of the employee, is decided by the management of the organization.

An expert in the field of business writing, American R. Tepper, believes that correctly composed business letters follow the same pattern. The opening lines grab attention, the next one or two sentences pique the reader's interest, then two paragraphs make a request, and the last part forces the reader to act.

The textbook “Psychology and Ethics of Business Communication” 1 provides an example of a business letter compiled according to this scheme.

Attention: “Dear _____________________

I want to tell you something important (interesting)"

Interest: “We (I) offer you something that can significantly improve your life...”

Request: “We need the help of people who are ready to invest at least... in a noble, patriotic cause...”

Action: “We urge you to join thousands of good people...”

Remember that the request must be formulated in such a way that the addressee has a limited choice of options, since the fewer options, the greater the likelihood of success. The use of standardized verbal expressions not only eliminates the unnecessary emotional tone of the letter, but is also an expression of business politeness.

The following types of business letters are most often used in business.

1. Resume and letter of application for employment.

4. Letter of refusal.

5. Letter of request about the progress of the case (agreement

transactions, etc.).

6. Reminder letter.

7. Letter of notification.

8. Letter of gratitude.

A business letter should always be signed by hand. The issue of sending a letter by fax or in an envelope by mail is decided depending on the circumstances and the desire of business partners. All letters must be responded to, even if it is negative or difficult, and the response deadline must be adhered to.

In addition to business correspondence traveling between organizations, there is also intra-organizational correspondence.

The letter should be concise;

The date must be entered;

The letter must not contain slanderous statements;

There must be a legible signature.

7. Business card in business life

In modern conditions, it is difficult to imagine business life without a business card, which has its own history. For example, in pre-revolutionary Russia, business cards were very common.

Business cards come in the following types:

Standardized business card for an employee of a company (organization);

Company employee representative card;

Business card of the company;

Family business card;

Other business cards.

A typical employee business card contains: last name, first name, position of the employee, his powers, office telephone number (several office telephone numbers are possible), the name of the company, its postal address, as well as the secretariat telephone number, fax and telex. Sometimes for some types of positions, such as insurance agent, a home telephone number is provided.

In the second type of business card, only the last name and first name are indicated. Such cards are exchanged at the first meeting, when the need for information about the company, position and occupation of the card owner has not yet arisen.

The company's business card appeared relatively recently and, as a rule, is used for advertising purposes. It indicates the full official name of the company, its logo, postal address and Internet address, telephone numbers of the secretariat, sometimes the public relations and advertising departments, as well as the direction of the company’s activities. Sometimes it may contain addresses and telephone numbers of branches abroad. Business cards of companies are exchanged during presentations and at exhibitions and fairs.

A family business card can also be used in business life, for example, when introducing heads of families who are away studying or on vacation at the expense of the company. If a company sends its employees and their families to work in foreign branches, then it is advisable to have such a card. The family business card contains the first and last name of the head of the family (without indicating the position held), the first and last name of his wife, the names of the children, home address and telephone number.

When making a business acquaintance, exchanging business cards is a mandatory part. It is handed over so that the text of the card can be read immediately, while the owner of the business card should say his last name out loud to make it easier for his partner to remember it. The person who receives the card must, holding it in his hand, read its contents, thank him and put it in his case or in the inside pocket of his jacket; women can put it in their purse. Do not put your business card in your outer pocket. The business card is presented and accepted with the right hand. The one who is junior in position is the first to present his business card; if the positions are equal, then the one who is the youngest in age. If a business meeting takes place abroad, then the “hosts”, i.e., are presented with business cards first. representatives of the receiving party. Other people's business cards cannot be used for writing, crumpled, folded or twirled in your hands. This is perceived as a sign of disrespect and neglect.

A business card can serve as a letter, for example, it allows you to express gratitude - For this, a card with the letters P.R. is sent. (from the French pourremercier - “to thank”), the cards sent are sealed in a regular envelope.

In global business practice, the following rules for designing business cards, accepted in secular etiquette, apply:

The paper should be thick, of high quality, approximately 5 x 8 cm in size (however, the size and font of the business card are not regulated, they depend on local practice and the taste of the owner);

The paper should be white or light in color;

The text should be simple, easy to read, the font should be black, without gold coating, “decorations” and various exotic shades. The simpler the card, the more elegance and dignity it has.

The business card must be printed in Russian, and on the back - in English, French or the language of the host country.

The procedure for exchanging business cards in Japan is extremely important. A business card represents a “portrait” of a specific person and therefore must be handled carefully.

8. Business protocol

Business protocol is the rules that regulate the procedure for meetings and departures, conversations and negotiations, organization of receptions, execution of business correspondence, etc.

In the previous sections, you became acquainted with the rules for conducting conversations (see Section 6) and executing business correspondence (see Section 7). In this section we will talk about the etiquette of the first meeting of business people, on which the emergence of sympathy or antipathy depends. After all, negative emotions caused by the first impression can cause negotiations to fail.

If you have to meet business partners from abroad, try not to miss even the little things. First you need to place your guests in the car. The main guest should be seated in the back seat diagonally from the driver, and a greeter may sit next to the driver. Sometimes men offer a woman to take a seat next to the driver, thereby emphasizing their respect, but a woman should not do this.

How should you get into the car? It is not recommended for either a man or a woman to get into a car “from the head”. A woman approaches the car, opens the door, sits sideways, and then places both legs on the floor of the car. To get out of the car, she turns in her seat, lowers her feet to the ground, and then, holding on with her left hand, stands up and lifts her entire body. A man's style of landing is to simultaneously carry himself into the car with one leg and torso (although a woman in trousers is not prohibited from adopting a man's position).

The delegation arriving at the site is met by the “owner of the office”, who, after shaking hands, invites everyone to the negotiating table. The leaders of the two parties sit opposite each other, with deputies sitting on the right, translators on the left, and the rest of the negotiators sitting randomly.

You shouldn’t talk about business right away; it’s better to start the conversation with a few secular questions: how did you get there, how did you stay at the hotel, ask if there are any requests, problems, etc. After this, the parties need to introduce themselves using business cards (see section 8), and then begin a dialogue. The first to stand at the end of the meeting (after the protocol has been signed and all formalities have been completed) is the “owner of the office” and goes to the place where he met the delegation. The person in charge of the delegation should take them out of the office and escort them to their next destination or to their car and take them to a lunch or reception organized by the firm.

Business receptions have a freer, more relaxed atmosphere than a business meeting or business negotiations. They serve to conclude mutually beneficial agreements and, in addition, allow you to celebrate the company’s anniversary, expansion of the scope of activity, and achievement of significant financial results. Employee participation in a business reception is not just a pastime, but the performance of official duties.

There are business receptions held with the presence of seats (i.e., the reception participants are sitting) and without seats (i.e., the reception participants are standing). Business receptions are divided into daytime (working breakfast, breakfast) and evening (cocktail, glass of champagne, lunch).

According to the rules of etiquette, invitations are sent to business receptions, which are printed on good quality paper, white or any light shade. It is necessary to use a strict font, the text must be printed clearly and clearly in compliance with the rules of etiquette and using the mandatory “politeness formulas”.

Conclusion

Moral norms receive their ideological expression in commandments and principles about how one should behave.

The Gospel of Matthew says: “So in everything you want people to do to you, do so to them” (chapter 7, v. 12). One of the main elements of business communication culture is moral behavior.

The moral life of a person and society is divided into two levels: on the one hand, what is: existence, morals, actual everyday behavior; on the other hand, what should be: due, an ideal model of behavior.

Literature

1. Alekhina Iya Image and etiquette of a business person. – M.: Delo, 2001.

2. Guseinov A. A.. Irlits G. A brief history of ethics. - M.: Mysl, 1987.

3. Botavina R.N. Ethics of business relations. -M.: Finance and Statistics, 2001.

4. Kovalchuk A.S. Fundamentals of imageology and business communication. - Rostov-on-Don, “Phoenix”, 2003.

5. Lee Se-woon. International business: strategy and management. - M.: Nauka, 1996.

6. Roger A. The Art of Management. - M., 2000.

7. Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988.

8. Psychology and ethics of business communication / Ed. V.N. Lavrinenko. - M., 1997.

9. Roger A. Business etiquette. -M., 2000.

10. Shkatova L.A. Etiquette forms of business communication: Methodological development. Chelyabinsk, 1992.

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

Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988. - P. 652.

Class hour in 7th grade

Subject"Rules of etiquette in public places."

Target:to form students' understanding of basic ethical standards and cultural communication skills.

Teacher's opening remarks:

Etiquette is a kind of code of good manners and rules of behavior.
Knowledge of etiquette allows a person to make a pleasant impression with his appearance, manner of speaking, ability to maintain a conversation, and behavior at the table.

A person lives among people. How other people treat you depends on many factors, including your inner personality traits, but people need time to get to know you.

A Russian proverb says: “You are greeted by your clothes.” This means that a lot depends on the impression a person makes. Appearance and behavior determine the perception of one person by another. And the bridge connecting a person’s inner world with his inner manifestation is etiquette. Do you know what exactly etiquette is? And what is it?

Italy is considered the birthplace of etiquette

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 dominated 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, and 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 abhorred it and considered all scientists the most insignificant of people.

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

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

There are different types of etiquette:

ü official (business);

ü diplomatic;

ü military;

ü pedagogical;

ü medical;

ü etiquette in public places.

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.

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.

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

Is school a public place?

The rules of politeness are closely related to etiquette.

Who knows where the word POLITENESS came to us from?

The word “politeness” comes from the Old Slavonic “vezhe”, i.e. "expert" To be polite means to know how to behave and treat others with respect.

“Are you a polite person?!”

1. You will learn to maintain freedom of your actions and decisions without offending others.

2. You will learn:

ü do not interrupt;

ü do not make noise;

ü do not sniff;

ü do not yawn out loud;

ü do not wipe your shoes on the leg of your trousers;

ü recognize everything that distinguishes a civilized person from a savage.

INTERNATIONAL ETIQUETTE 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 at 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.

SOCIETY ETIQUETTE
Previously, the word “light” meant an intelligent: privileged and well-educated society. “the world” 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 followed 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 by which a person’s first impression of his interlocutor is formed.

The tone of the conversation should be smooth and natural, but not pedantic and playful, that is, you need to be learned, but not pedantic, cheerful, but not making noise, polite, but not exaggerating politeness. In the “world” they talk about everything, but don’t delve into anything. All serious polemics should be avoided in conversations, 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 that you are listening.

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

How to behave at the table

There is no need to rush to lay out your napkin; it is better to wait until others do it. It is indecent to wipe down your utensils when visiting friends, as this shows 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 by in any way showing their impatience. If you feel thirsty at the table, you should extend your glass to the person pouring it.

Test your knowledge of etiquette

1. You borrowed a coffee grinder from your neighbor and accidentally broke it. What are you going to do?

1. I'll apologize to her (1)

2. I'll give her the money (3)

3. I'll buy her exactly the same one (5)

2. The concert you came to turned out to be very bad. You decided to leave him. When is the best time to do this?

1. right away (artists need to be educated so that they don’t mess around) (1)

2. during intermission (5)

3. at the end of any song (3)

3. Do you have to knock when entering someone's office?

1. yes, you never know what the owner does (1)

2. no, because privacy is not a concern in the workplace (5)

3. only to the boss's office (3)

4. You have been invited to a business dinner. A toast has been made. Before you empty your glass, you must...

1. clink glasses with those sitting next to you (3)

2. clink glasses with everyone (1)

3. raise your glass and look around those present (5)

5. Your interlocutor sneezed several times in a row, you...

1. keep silent (5)

2. tell him once “Be healthy” (3)

3. you will wish him health after every “sneeze” (1)

6. You were 15 minutes late for the rendezvous. What will you do?

1. nothing (5)

2. I'm sorry (3)

3. I will cite good reasons (1)

From 5 to 14 points. Alas... You cannot be proud of your good knowledge of etiquette. But this can be fixed. Ask your friends to openly point out your mistakes. This information is priceless!
From 15 to 29 points. In terms of etiquette, you are among the majority of people who more or less know the basics of good manners. But sometimes you make annoying mistakes in small things.
From 30 points. Bravo! Your manners are impeccable. You come out of any situation with honor and leave a favorable impression. Do you happen to serve in the diplomatic service?

Summarizing

Intelligence is not only about knowledge, but also about the ability to understand others. 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, to take care of nature, not to litter around oneself - not to 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.

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.

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.

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

The history of etiquette goes back to ancient times. Since people began to live in large groups, they have had a need to regulate their existence by certain norms that allow them to get along with each other with the greatest comfort. A similar principle has been preserved to this day.

Norms of behavior of past centuries

In the modern world, etiquette is nothing more than a set of rules designed to make our life pleasant and safe, as well as to protect ourselves and others from unexpected claims and insults. Many of the requirements, such as not patting a stranger on the shoulder, are quite obvious and dictated by life itself, but there are also those that are conveyed in the form of teachings and instructions.

The history of the origin of etiquette in its earliest form is known mainly from the norms of behavior set forth in Egyptian and Roman manuscripts, as well as in Homer's Odyssey. Already in these ancient documents the principles of relationships between the sexes, superiors and subordinates were formulated, and the rules of communication with foreigners were also established. It is known that violation of these guidelines entailed the most severe penalties. In general, the norms of communication between people became more complex in parallel with how history itself developed.

Chivalric code of honor

Etiquette in the countries of Western Europe found particularly fertile ground in the 10th-11th centuries, with the spread of the system of chivalry among the privileged strata of society. As a result, the Code of Honor appeared - a set of rules that stipulated to the smallest detail not only the norms of behavior, but also prescribed for the knight the color and style of his clothing, as well as family heraldic symbols.

During this period, many new, very unique rituals and customs appeared, such as, for example, the indispensable participation in and performance of feats in the name of the lady of the heart, even in those cases when the chosen one did not reciprocate. To fully correspond to his status, a knight had to be brave, noble and generous. However, the last two qualities had to be demonstrated only in relation to people in one’s own circle. The knight was free to treat the common people as he pleased, but that’s a completely different story.

Etiquette, or rather, strict adherence to its rules, was sometimes capable of playing a cruel joke on those who blindly obeyed it. For example, there is a known case when, during what became the most important battle of the Hundred Years' War, the French knights, having galloped to their king Philip VI with an urgent report, did not dare to violate court etiquette and be the first to turn to him. When the monarch finally allowed them to speak, they bowed for a long time, conceding this honorable right to each other. As a result, the rules of good form were observed, but time was lost, and delay had a disastrous effect on the course of the battle.

Etiquette was further developed in the 17th-18th centuries at the court of the French king Louis XIV. Actually, this very word stepped into the world from his palace, where during one of the receptions, everyone present received a card (in French - etiquete) with a detailed list of rules of behavior that he was obliged to follow from now on.

In pre-Petrine Rus' there were also certain norms of etiquette, but they came not from Europe, but from Byzantium, with which there had been close ties from time immemorial. However, side by side with them lived the wild customs of pagan antiquity, which sometimes confused foreign ambassadors. The history of etiquette in Russia, which has more than once become the subject of the closest study, shows how important it was to the social status of a particular person.

It was customary, for example, when visiting an equal, to drive into the yard and stop right at the porch. If the owner of the house was of a higher rank, then he was supposed to stop on the street and walk through the yard. The owner was obliged to greet an important guest standing on the porch, an equal guest in the entryway, and one whose status was lower in the upper room.

It was supposed to enter the room without a hat, but not leave it in the entryway, like a cane or staff, but certainly hold it in your hands. Upon entering, the guest was baptized three times at the icon, and then, if the owner was of higher rank, he bowed to the ground. If they were equal, they shook hands. The relatives hugged each other.

The history of Russian etiquette during the reign of Peter I is in many ways reminiscent of the path taken by the countries of Western Europe, which were once mired, like Russia, in barbarism and lack of culture. Peter, like many foreign monarchs, forcefully forced his subjects to follow the norms of civilization. Among high society, he introduced European-style clothing into fashion, allowing only representatives of the lower classes to wear caftans and army coats. He forced the boyars, under pain of a hefty fine, to shave their beards.

In addition, thanks to the tsar, the situation of Russian women radically changed. If previously the wives and daughters of even the highest dignitaries were required to stay at home, now they have become permanent participants in all holidays and celebrations. Rules for gallantly treating them appeared and came into use. This greatly contributed to the achievement of the European level by the domestic nobility.

Education has become fashionable

At the end of the 18th century, and especially during the reign of Alexander I, education, as well as awareness of literature and art, became fashionable among the aristocracy. Speaking several languages has become the norm. Scrupulous imitation of Western European models in clothing and behavior acquired the character of a stable style called comme il faut (from the French comme il faut - literally translated “as it should”).

A striking example of this is the image of Eugene Onegin, well known to us from school. It is enough to remember how much importance this rake attached to his wardrobe, but at the same time he was able to show off in society with his excellent command of the French language and familiarity with ancient poetry.

According to Pushkin, he knew how not only to dance the mazurka, but also to parse a Latin epigraph, talk about the poetry of Juvenal and immediately dedicate a brilliant epigram to the lady. Etiquette of that time was a whole science, on the comprehension of which one’s career and further advancement in society largely depended.

Intelligentsia and new requirements of etiquette

The further history of the development of etiquette in our country marks its rise to a new qualitative level in the middle of the 19th century. This was due to the reforms of Alexander II, which opened the way to education for people of various classes. A new and previously unknown social stratum called the intelligentsia appeared in the country.

It included people who did not have a high position in society, but were well educated and, due to their upbringing, had acquired good manners. However, among them, excessive politeness and extremely scrupulous adherence to the rules of etiquette adopted during the previous reigns began to look somewhat archaic.

The etiquette of the 19th century included, among other things, strict adherence to the fashion for jewelry, in which diamonds and gold gave way to antique cameos made of ivory or appropriate types of stone. It has become good practice in ladies' society to wear short hair in memory of the heroines of European revolutions who ended their lives on the scaffold, having their hair cut short before execution. Curls or a small bunch of free-falling hair tied with several ribbons also came into fashion, and therefore became one of the requirements of etiquette.

Etiquette in the country of the victorious proletariat

Did the history of the development of etiquette continue during the Soviet period? Yes, of course, but it was fully reflected in the turbulent and dramatic events of the 20th century. The years of the Civil War pushed into the past the very existence of the rules of good manners that once established. At the same time, decent manners have completely gone out of use. Emphasized rudeness became a sign of belonging to the proletariat - the hegemonic class. Only diplomats and individual representatives of senior management were guided by norms of behavior, however, this was not always the case either.

When the wars finally died down, and in the second half of the 20th century, at least a poor, but politically stable life was established in the country, most of the population rushed to universities, which was quite accessible at that time. The consequence of this thirst for knowledge was a general rise in the culture of the population, and with it an increased need to comply with communication norms.

The word “etiquette” itself was rarely used, but anyone who wanted to make a favorable impression of themselves among others was obliged to follow the rules of decency. A whole series of stable expressions intended for certain occasions have firmly entered into everyday life. Phrases like “wouldn’t it be difficult for you”, “be kind” or “do not refuse a courtesy” have become the calling card of every cultured person.

In those years, the preferred style of men's clothing was a business suit and shirt with a tie, and women's was a formal dress, blouse and skirt below the knees. No sexuality in clothing was allowed. The word “comrade” with the addition of a surname was used equally to address both men and women. These rules of "Soviet etiquette" were not taught in school, but were more or less strictly observed by most citizens.

Features of oriental etiquette

Everything that was discussed above is the European history of etiquette from antiquity to the present day. But the story would be incomplete without mentioning how this area of human culture developed in the countries of the East. It is known that in most of them the rules of behavior and relationships with other members of society were given great importance. This is equally evidenced by today's customs existing within these countries and their centuries-old history.

Chinese etiquette is one of the most ancient aspects of its culture. Each of the successive ruling dynasties made its own changes to the code of conduct and established requirements, the implementation of which was strictly monitored. However, despite their differences, they all had common features.

For example, in all centuries, the clothing of a Chinese person had to correspond to his status and position in the bureaucratic hierarchy. The outfits were strictly divided into those that the emperor, rulers of vassal principalities, ministers, aristocrats, and so on had the right to wear. Moreover, a simple peasant did not have the right to wear whatever he wanted, but was obliged to obey established standards.

Each step of the hierarchical ladder corresponded to a certain headdress, which was not removed even indoors. The Chinese did not cut their hair, but styled it in complex hairstyles, which were also an indicator of social status.

Rules of conduct adopted in Korea and their history

The etiquette of this country is in many ways similar to that of China, since both states have had close ties for centuries. The commonality of cultures became especially noticeable after, as a result of the political crisis that broke out in the 20th century, many Chinese immigrated to Korea, bringing with them a significant part of the national culture.

The basis of the rules of conduct are the requirements contained in the two religions professed in the country - Confucianism and Buddhism. They are taught in educational institutions of all levels, and their compliance is constantly monitored.

A characteristic feature of local etiquette is the avoidance of using second-person pronouns. A well-mannered Korean, even behind his back, will never say “he” or “she” about someone, but will politely pronounce his last name with the addition of “Mr,” “Mrs,” or “teacher.”

Peculiarities of behavior of the inhabitants of the Land of the Rising Sun

The history of the rules of etiquette in Japan is largely connected with those established in it in the 12th-13th centuries (“The Way of the Warrior”). He determined the norms of behavior and morality of the military class, which was dominant in the state. On its basis, already in the 20th century, a school textbook was compiled, which discusses in detail all the rules of behavior of an educated person in society and at home.

Etiquette pays special attention to the art of dialogue, and the style of communication completely depends on the social status of the interlocutor. A negative reaction can be caused either by an insufficiently polite tone or by excessive politeness that hides the desire to avoid conversation. A truly well-mannered Japanese always knows how to find a middle ground.

It is also considered unacceptable to silently listen to your interlocutor; his words must be diluted at least occasionally with your own remarks. Otherwise, you may get the impression that the conversation is devoid of any interest. In general, the history of Japan is a special branch of cultural studies that requires the most careful study.

Renewed interest in etiquette

In the post-Soviet period in Russia, along with the revival of former spiritual values, traditions of behavior in society and interpersonal communication found new life. The interest shown in these issues is evidenced by the increasing number of articles published in the media, the general focus of which can be described as “The History of Etiquette.” The presentation of the most successful of them is often quite a bright event in the cultural life of the country.

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.

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"Rules of etiquette in public places." (7th grade). Where did etiquette originate? The concept of etiquette, types of etiquette of the Land of the Rising Sun

Introduction

Norms of behavior of past centuries

Chivalric code of honor

Education has become fashionable

Intelligentsia and new requirements of etiquette

Etiquette in the country of the victorious proletariat

Features of oriental etiquette

Rules of conduct adopted in Korea and their history

Peculiarities of behavior of the inhabitants of the Land of the Rising Sun

Renewed interest in etiquette

The first origins of etiquette

Etiquette in Ancient Egypt

Etiquette in Ancient Greece

Middle Ages

Land of the Rising Sun

Renaissance era

History of the development of etiquette in the Russian state