Business etiquette is the most important aspect of professional morality business person, entrepreneur.

Knowing it is essential professional quality, which must be acquired and constantly improved. Almost 70% of failed transactions profitable for business people did not take place due to the fact that Russian businessmen do not know the rules business communication and do not have a culture of behavior. This figure is confirmed by world experience. So back in 1936, Dale Carnegie wrote: "The success of this or that person in his financial affairs depends on 15 percent of his professional knowledge and 85 percent - on his ability to communicate with people." A lot of careers collapse and money is lost due to improper behavior or bad manners. Knowing this, the Japanese spend hundreds of millions of dollars a year on training in good manners and advice on etiquette and culture of behavior. They are well aware that the success of any company largely depends on the ability of its employees, on their ability to work together to achieve a common goal. Knowledge of etiquette, culture of behavior - these are the key conditions for successful work in any organization - this is the opinion of the leading specialists of the firms. We emphasize that the observance of business etiquette, the ability to behave culturally is especially important when working with representatives of foreign companies, when traveling to conclude transactions abroad.

Many new Russians have a different taste in clothes, in jewelry (be it massive gold chains with crosses around the neck or other numerous items made of precious metals and stones on fingers, wrists, etc.). In order not to get into an absurd situation, you need to know the rules of good form. In the old days, they were taught by Peter the Great. In 1709, he issued a decree according to which anyone who behaved in a "violation" of business etiquette was punished, the ability to behave culturally - the basis of entrepreneurial success. Etiquette is a historical phenomenon.

Not only a career, but also a person's life often depended on the knowledge of etiquette and the fulfillment of its rules.

In most countries with extensive experience in business communication, there are a number of strict rules of etiquette, violation of which can damage the image of a business person. V pre-revolutionary Russia, there were also generally recognized rules and traditions of business communication, both with domestic partners and with foreign ones. Now, when the country is more and more established market economy, some serious businessmen are forced to turn to foreign experience of business communication, so as not to look ridiculous in the world market, suggesting their goods or services. Knowledge of business etiquette is the key to success in doing business. The main indicator business success - achieving real results, i.e. profit making, production growth, professional satisfaction, creation of a positive image in society, respect for business partners, reliability of a firm or enterprise. Unfortunately, the traditions of free enterprise in Russia after the October Revolution of 1917 were not held in high esteem, and those people who decided to start their own business had to face many problems, not only of a production nature.

The leaders who have developed in Soviet years, often outdated worldview, outdated views, which interferes with the solution of economic, commercial and management problems. At the same time, many young entrepreneurs, striving for immediate profit, dare to take business risk and often confuse it with the risk of breaking the law, having absolutely no knowledge of the ethics of business relations, both with their partners and with foreign partners. That is why sometimes on Russian market there are the same “partners” from abroad, whose goal is not long-term programs, but a quick profit on the country's difficulties. It is known that only 10-15% of those who start their own business achieve real success. To be among them, it is not enough to be a decent person and a good professional, and in addition, know the technology of business relations, be able to negotiate, observe the ethics of commercial communication, constantly engage in marketing, develop effective advertising, study supply and demand issues, overcome language difficulties, understand banking, constantly improve their professional qualifications, monitor your positive and much more.

In the East, they say: "Friendliness is the golden key that opens the iron locks of human hearts."

Business etiquette requires a person to smile, no matter what difficult situation he is in. After all, if you yourself are not kind, humane, then is it worth expecting this from others. Interesting research data: when asked what traits a person would like to cultivate in himself, 46% - respondents named decisiveness and confidence, 30% - endurance and poise, 30% - purposefulness and willpower, 12% tolerance and 10% - benevolence. Other people would like to add kindness and humanity - 50%, respondents, humanity and decency - 30%, mutual understanding and sympathy - 22%, tolerance - 16%, altruism and generosity - 12%. This means that they want more firmness for themselves, and more warmth for those around them. Hence the mutual dissatisfaction and tension. If you are not understood, try to understand others. In business relations, politeness is considered an economic category that promotes higher profits, a way to maintain good relations, which turns out to be beneficial. The lack of politeness gives people a feeling of discomfort, irritability, excessive nervousness, which, according to the rules of etiquette, must be contained.

L.N. Tolstoy believed that if a person accepted in society has the tactlessness to spoil pleasure with another expression of his boredom, then this proves that he is simply not at the level of the environment in which he is.

By now, generally accepted basic principles of etiquette have developed, including the priority of the elder and the priority of the woman, the principle of hygiene and the aesthetic principle. Human behavior should be beautiful, evoke a sense of beauty. The general principles of the culture of behavior are concretized by the basic requirements of etiquette: politeness, correctness, tact, delicacy, modesty, natural behavior, accuracy, commitment. For a business person strictest observance these requirements are the basis for achieving success.

Business cards play an important role in modern business etiquette - it is a small sheet of thin cardboard (or thick paper of high quality), on which basic information about its owner is printed.

In the process of developing business cards as elements of business communication, two of their most important functions have been identified:

• 1. Representative function. When performing this function, the following types of business cards are best known:
  • - A card for special and representative purposes, which indicates: full name, full name of the company, position, but do not put down coordinates - address and telephone. Such business card presented when meeting. The absence of an address and telephone number indicates that the cardholder does not intend to continue contact with the interlocutor;
  • - A standard business card, which indicates: full name, full name of the company, position, office telephone (fax). It is awarded to establish close relationships. The home phone number is indicated only by representatives of the creative profession. This type of card is used for business purposes only.
  • - Card of the organization (firm), which indicates the address, telephone, telefax (telex). With such a card, congratulations, gifts, flowers, souvenirs are sent on the occasion of significant dates.
  • - Business cards for informal communication, which indicate the full name, sometimes - profession, honorary and academic titles, but do not put down the details that emphasize the official status. A variety of them are "family" cards, which indicate the names and patronymics of the spouses (the first is usually the wife's name), home address and telephone number. Such cards are applied to gifts that are presented on behalf of the husband and wife, and are left during joint unofficial visits.

Business cards are printed on thick coated paper.

The classic option is a white business card with a strict black font, you can use other colors.

When holding events such as symposia, conferences, etc. use large business cards - badges indicating the name, surname, academic rank, position, organization, educational institution or scientific center... Badges are pinned on the left side of the chest and are only worn in the building where the event is taking place.

2. The function of a written message. Currently, the designations established in the international protocol (the initial letters of the corresponding French words) are affixed in the upper or lower left corner of the business card, indicating the reason for which the cards are sent.

The exchange of business cards is a mandatory attribute of the first personal meeting with business partners. When meeting, the junior is the first to give the business card to the senior, in case of equality of social status and in informal communication, the junior is the first to give the senior to the senior.

When presenting a business card, they say their surname aloud; upon receipt, the surname of the presenting person. This is done to avoid mispronunciation.

A business person is advised to always have at least ten of his business cards with him. The presence of a business card among the company's employees helps to communicate with partners in accordance with generally accepted international standards of business etiquette.

Thus, a business card is a "portrait" of a particular person, so it should be handled very carefully.

Etiquette of greetings and introductions is a set of rules and initial interpersonal interaction concerning the external manifestation of attitudes towards people. In modern business etiquette, some rules have been developed regarding meeting and greeting, depending on the gender, age and position of the people in contact, as well as on whether they are in a group or alone. The set of these rules presupposes several basic qualities of ethics of relationships: politeness, naturalness, dignity and tact.

Politeness includes such important elements as greeting (including a handshake) and presentation, which are a special form of mutual respect.

In any situation, the greeting should show your disposition and goodwill, i.e. the nature of the greeting should not be affected by your mood or negative attitude towards another person.

Relationships can develop different situations that have the specifics of greeting, introducing each other, or shaking hands.

This specificity is expressed mainly in who has the right or is obliged to be the first in these actions.

Experience shows that legal norms alone are far from sufficient to ensure normal relations with business partners. It is also very important to comply with certain protocol rules and customs, which are presented in the business protocol.

Business protocol is a set of rules, in accordance with which the order of various ceremonies, uniforms, official correspondence, etc. is regulated. Any violation of these rules will create difficulties for the party that committed the violation, because she will have to apologize and find a way to correct the mistake. The need for business people to follow protocol is as follows:

• - The protocol, observed in the negotiations, preparation of various treaties and agreements, gives by its solemnity greater significance and greater respect for the especially important provisions contained in them.
• - The protocol helps to create a friendly and relaxed atmosphere at meetings, negotiations, receptions, which promotes mutual understanding and the achievement of the desired results.

A well-organized and well-observed ceremony and protocol is, figuratively speaking, the “lubricant” that allows a well-functioning mechanism of business relations to work normally, without hindrances.

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Introduction

Business ethics in broad sense is a set of ethical principles and norms that should guide the activities of organizations and their members in the field of management and entrepreneurship. It includes phenomena of various orders: an ethical assessment of both internal and foreign policy the organization as a whole; the moral principles of the members of the organization, that is, professional morality; the moral climate in the organization; norms of business etiquette are ritualized external norms of behavior.

The use of various terms "ethics" (Greek) and "morality" (Latin) is not accidental. In the Russian language there is also the word "morality" used when considering the listed problems and derived from a similar Slavic root (temper, character). The difference in the meanings of these three terms has its own history in ethics (as in the science of morality) and philosophy. In the literature devoted to the problems of business ethics, if the authors consider it necessary to distinguish “ethics” from “morality” at all, as a rule, it is assumed that ethical aspects are presented in social interactions, and moral aspects - in internal assessments of a person. However, even in the unfair, the good and the bad.

Ethical issues of business life have come under particular scrutiny in the United States. Mandatory ethics courses are taught not only in philosophy and theology departments, but also in various business schools. Large companies organize courses for their employees. Many firms create corporate ethical codes, formulating in writing the ethical principles of the corporation, the rules of conduct, the responsibility of the organization in relation to its employees. However, ethical publishing often serves as a simple concession to public opinion and is both the first and the last step in solving ethical problems. The moral level of managers is lower than representatives of other professions.

Nevertheless, public attention to ethical issues forces the leaders of the organization to conduct an ethical analysis of their activities. From lamentations about the elusive and uncontrollable nature of morality, which is common place research on ethics, attempts are being made to move to the transformation of the ethical aspects of the organization's activities into a planned and controlled order, to institutionalize morality.

The aim of this work is to complete four tasks.

Work tasks:

Describe a typical act of business communication;

Describe the purpose, style and composition of formal attire used in the organization for different positions and types of work;

Describe the spatial and temporal organization and conduct of a typical business conversation conducted with a client;

Prepare a general and detailed program for receiving the delegation.

Exercise 1

Describe in detail the typical act of business communication with a client that you carry out in the course of work. The description structure should include: characteristics of subjects, subject and purpose of communication; the presence and ratio of emotional and rational levels of communication, communicative, interactive and perceptual aspects of communication; postulates of communication, which you follow in the act of communication. If you are not working with clients, take your team to complete the assignment.

The essence of business communication is that it has a regulated (target) nature and is limited to a specific topic or range of issues. It is carried out, as a rule, in the course of business interaction, in an official, working environment both in the form of direct personal contact and through technical means.

You can name such forms of business communication as business conversation, meeting, meeting, meeting, negotiations, presentation, conferences and teleconferences, business correspondence (now, more and more often - by e-mail). Consultation of an expert (doctor, lawyer) on the issue, consultation, interview with a journalist, assignment to subordinates, their reports to the management, student speech at a seminar, passing an exam, test, interview with a teacher - all these are examples of business communication.

Studies have noted some modern tendencies in changing the role, content and quality of business communication.

First, there is a significant increase in modern life both in our country and abroad the role of communication, both business and interpersonal. At the present time, contacts between people have expanded, especially in the field of international relations. In Russia, the role of communication in the process of creating and providing various services has significantly increased.

Secondly, there is a noticeable weakening of the role of direct communication in connection with the development of electronic communication systems and virtual labor organization.

Thirdly, the nature of communication is significantly influenced by the socio-economic and political stratification of modern Russian society.

The general principles governing the course of business communication processes include its interpersonal, purposefulness, continuity and multidimensionality.

Interpersonal. Interpersonal communication characterized by openness and versatility of interaction between people based on their interest in each other. Despite the predominantly business orientation, business communication inevitably has the character of interpersonal contact, contains a certain interpersonal radical. The implementation of business communication in any case is due not only to a specific case or discussed business issue, but also to the personal qualities of partners, their relationship to each other. Therefore, business communication is inseparable from interpersonal contact.

Purposefulness. It is clear that any act of business communication is purposeful. At the same time, the focus of business communication is multipurpose. In the process of communication, along with the perceived goal, the information load is carried by an unconscious (latent) goal. So, the speaker, informing the audience of statistical data, wants to outline the objective situation in the problem area. Along with this, maybe on the unconscious he has a desire to demonstrate to those present his intellect, erudition and eloquence. Other targets can be found in the same episode.

Continuity. Once in the field of vision of a business partner, we initiate continuous business interpersonal contact with him. Since communication includes both verbal and non-verbal elements, we constantly send behavioral messages to which the interlocutor gives a certain meaning and draws appropriate conclusions. Even the silence of a partner or his physical absence in this moment excluded in the act of communication if they are meaningful to another person. This happens because any of our behavior informs about something. It is a reaction to the situation and to the people around. Experienced communication participants must be aware of the constantly transmitted explicit and implicit messages.

Multidimensionality. In any situation of business interaction, people not only exchange information, but somehow regulate their relationship. For example, when, getting ready for a trip, Leonid says to Denis: “We need to take a map with us,” he not only transmits information. It is important, as Leonid says - depending on the tone of his message, it can mean: "I am more important than you - if not for me, We would have forgotten an important thing for our trip."

In the course of business communication, they can be realized. There are at least two aspects of the relationship. One aspect is maintaining business contact, transferring business information. Another is the translation of the emotional attitude to the partner (positive or negative), which is present in any interaction. For example, someone says to someone, "I'm glad to see you." The facial expressions accompanying these words will show whether the speaker is really happy to see the interlocutor. If he smiles, speaks sincerely, looks into the eyes and pats the interlocutor on the back or confidently shakes his hand, the latter regards this as a sign of affection. And if the words of greeting are pronounced quickly, without soulful intonation, with a dispassionate expression on his face, the one to whom they are addressed will perceive them only as ritual signs of etiquette.

The process of business communication is significantly influenced by the physical, social-role and emotional-moral contexts in which it occurs. The physical context of business communication is place, time, environmental conditions of the environment (temperature, lighting, noise level), physical distance between participants, etc. each of these factors can positively or negatively influence communication. For example, when a leader sits at a table in his office and talks to his subordinate, this is one context, when he talks to the same people at a round table in a conference room, it is a different context.

The socio-role context is determined by the purpose of communication and the situation in which it occurs - in the office, at an official reception, at a business meeting, in a classroom, police station, in a restaurant, among members of the work collective, or when visiting a competing organization. Business communication is also influenced by interpersonal relationships and the social positions of its participants.

All of this affects the content of communication and how different messages are formed, transmitted and understood. So, the secretary of the head of the company talks differently with his boss and clients. A young employee newly hired by the company will behave differently when talking to a peer of the same age as with a much more experienced and titled specialist.

The emotional and moral context creates the mood and feelings that each of the interlocutors brings to communication. The connections formed between the participants in previous communication episodes and influencing the understanding of what is happening in the current situation are also important.

The emotional and moral aspect is the main psychological content of business communication, its inner side. To give psychological assessment business communication is to say what the relationship between business partners looks like in the "human" dimension (respect-disrespect, arrogance-servility, etc.).

From a psychological point of view, it is important what emotions and feelings accompany the communication process: joy, enthusiasm, inspiration or fear, anger, anxiety, insecurity. On what moral and ethical basis is the position taken in communication by a partner built, as well as what moral qualities he displays in business relationships: honesty, decency, commitment, or the opposite.

Each of the participants in business communication is guided by certain moral standards: honesty and decency, fairness, respect, responsibility and others.

Honesty forces people to refrain from deception and their deceitful actions. But keep in mind that sometimes you have to lie even to those people who accept honesty as an immutable standard of business conduct. More often than not, people resort to lies, sometimes get trapped in a moral dilemma and forced to choose between unsatisfying alternatives.

The basic rule of morality is that “you should tell the truth whenever possible. The fundamental requirement of this rule means that one should not deliberately deceive or try to deceive others and ourselves. Only if we are faced with a real moral dilemma and must make a choice justified by the circumstances (for example, not to notify the enemy about a planned attack in order to save human lives), or choose the lesser of two evils (protecting confidentiality through lies), only then is it possible to lie.

The decency of a person is expressed in the unity of his beliefs and actions. Decent behavior is the opposite of hypocrisy and duplicity. A decent person always keeps promises made to someone. For example, an employee who has promised to help a colleague perform service assignment, will definitely help him, even if it will be associated with serious difficulties for him.

The principle of fairness in business communication implies objectivity or lack of bias in assessing other people and their actions. Showing attention or consideration to a business partner and respecting his rights indicates respect for his personality. Respect is manifested in whether we listen and try to understand our business partner's point of view, even when it differs significantly from ours.

Responsibility is manifested in the extent to which business interaction participants are responsible for their words and fulfill their obligations, how they comply with moral standards, as well as obligations to each other.

The subject of communication is a client who came for information about a product, as well as for the purpose of buying a company's products, as well as a manager trading floor.

The subject of communication is the company's products.

The purpose of communication on the part of the client is to obtain detailed information about the product and purchase it at a bargain price.

The purpose of communication on the part of the sales floor manager is to give complete information about the product to the client and sell it profitably.

Emotional and rational levels of communication are present as the sales floor manager strives to create a positive image of himself and the company he represents. This is the emotional level. The rational level is to make the best deal.

Communicative, interactive and perceptual aspects of communication are actively used in the act of business communication. First, the manager maintains his distance and does not violate the client's personal space. Secondly, the manager uses a high level of speech culture when communicating with the client. Thirdly, the gestures and facial expressions used by the manager help to establish a benevolent contact with the client.

The following postulates of business communication are used when working with a client:

The informativeness of communication is at the optimal level.

The truthfulness of communication.

Do not shy away from the topic.

Assignment 2

Describe the purpose, style and composition of the formal attire used in your organization for different positions and types of work.

A business suit is like a business card of a businessman. No business suit - no business people and the businessman himself for the society. It is not for nothing that in the distant CHYCH century, the future billionaire Rockefeller began his path to success with investments not in business, but in himself: he spent the last money on two important acquisitions: the first acquisition was an expensive business suit, the second was a membership card in a prestigious golf club. The suit created the image, the card gave acquaintances and personal connections. He was a wise and visionary man, this Rockefeller.

Outwardly, a businessman can be easily distinguished from all other men: he looks confident, stable, dressed rather conservatively. If a rich slacker chooses expensive and sophisticated clothes with a pretense of chic, people of free professions - non-standard, workers - simple and reliable, youth - sports, then a business person cannot be imagined without male suit, which in its full version consists of a "three" (jacket, trousers, vest), and in the standard version - the same without a vest.

This costume is solid, like its owner. In fact, the "business suit" serves to show how reliable and successful you are as a potential partner. Therefore, the suit carries the features of solidity:

Black or dark color (dark blue, dark brown, dark gray);

The cut is a well-established conservative shape, without frivolous details and sophistication of a modern sample.

Accessories come into view only with edges that speak of cleanliness (handkerchief), independence (checkbook, credit card), a wide range of contacts (notebook or pen).

Once upon a time, businessmen also personified the principle of the special value of time: a watch was carried in a vest pocket, as indicated by the visible watch chain.

The shirt is chosen specifically for each suit. A shirt for a suit is chosen based on their color combination, but here we mean not a saturated color of a shirt, but a shade: at the base it is a stably business white shirt, which can have light pink, blue, light green, cream and other shades. Her collar is also classic - turn-down.

The purpose of shirts is to highlight the beauty of a business suit. The shirt is selected from good quality cotton or silk fabrics, also no synthetics. This prohibition is dictated both by the fact that synthetics are a cheap material, that is, wearing it is undignified and not prestigious, and by the fact that it interferes with the proper breathing of the body. Under a synthetic shirt, the skin sweats, this is especially unpleasant on summer days, when you would be happy to take off your suit, but the situation does not allow. Imagine how you will look in a suit and a shirt like that - red and sweaty, and you yourself will understand that this is a shame.

Suit shirts are chosen only with long sleeves. This is due to the presence of cuffs that should look outward, making the suit even more beautiful and sophisticated. The tradition of wearing long-sleeved shirts has a long history. In ancient times, cuffs fell to the palm and set off the sleeves of outerwear. Poor fellows, who did not have the funds for a real shirt, wore a bib - a bib with a beautiful collar, and by the fact that there were cuffs, one could judge the prosperity of a person.

The jumper is selected in such a color that it does not violate the harmony between the suit and the shirt, and, preferably, the color of the suit. The bottom hem of the shirt cuffs should appear from the sleeves of the jumper. A jumper is not a classic solution for a suit, but a completely alternative modern form of wearing business attire. At serious meetings with reputable partners, a jumper is not very appropriate, it requires full observance of etiquette. But in everyday business life, no one will pay attention if you put on a jumper. Just don't use a closed-necked sweater instead of a jumper. There is definitely no place for him next to a business suit.

Pants usually go together with a jacket, that is, they are made of the same fabric, this is the best option. And here the length of the trousers is most important. The most unpleasant thing is if the trousers turn out to be short, then the complete impression is created that the owner of the suit has managed to grow out of it in some way. Trousers that are too long do not look better: they wrinkle, hang below the shoes, and not only are obscene in length, they also suffer from constant pollution.

The tie is kept in the color of the suit, that is, it either sets off the color of the suit, or repeats this one, introducing another, additional one. The colors are chosen soft, not cutting the eyes. Ties can be plain, striped or patterned. In the business world, they usually choose plain ties or those with an inconspicuous pattern. Colorful, colorful, or large-patterned ties do not suit the business world in any way.

The basic principle for choosing a business suit is simple: men's clothing should sit well and a person should be comfortable in it. So when choosing a business suit, it is recommended not only to put it on and stand in front of the mirror, but also to walk, sit, even bend over, evaluating the suit not in statics, but in motion. Also, if you are looking for a suit that is comfortable, be sure to check what was comfortable for you even in the event that the pockets are not perfectly empty. If they are provided, then for some reason they exist. At the same time, not already empty pockets should not protrude and protrude.

But for a business woman there is no such strict regulation in clothes. Good taste and common sense are the main criteria for choosing clothes. Insofar as business woman she will have to basically negotiate with business men, she needs to show with her one kind that although she belongs to the opposite sex, she should be perceived not as a woman, but as a business partner. And that is unacceptable both to enhance the feminine features, and completely "mark" the signs of sex. In the first case, I will be obscured business qualities, in the second - female, and therefore, there will be no normal contact.

The most difficult thing is to choose the right wardrobe details so that they make up a single whole. You need to navigate here are not the same criteria that are used to choose a men's business style.

The suit should be of a simple cut, but made of expensive fabric. The color can be either dark or lighter, but not aniline-bright. Preferably gray, dark green, dark blue, dark brown, or bed-colored suits.

The blouse should be worn with the suit and must cover the neckline. Best of all is a neckline, a turn-down collar or a stand-up collar.

The skirt is chosen based on the characteristics of the figure. A classic skirt, flared or stretch, is suitable for slender women, full - the skirt is by no means too short or tight, but not flared either. Double-breasted jackets are contraindicated for such women, as well as for men with a similar figure defect.

A belt, unlike a man's, is selected so that it emphasizes the presence of a waist, but only to those women who can afford it.

Jewelry is chosen expensive, but simple in form and not bulky. Of the rings, they usually put on a ring and (if the woman is married) a wedding ring. Nothing pretentious, large, heavy. If earrings - then paired with a small ring and jewelry on the neck.

Nail polish is selected to match the lipstick - light, bed shades. Even if you like it - no false nails or rhinestones. Nails should be well-groomed, but not too long.

Shoes are also selected of the classic type, without fancy decorations. Shoes in any weather, even in summer, in the heat, are worn exclusively with stockings or tights. And this condition usually causes the greatest misunderstanding and inconvenience. In the summer, women are accustomed to walking with bare legs. But a business woman is not entitled to this by rank. She is required to wear stockings or tights.

There is a whole list of what not to do:

Wear short skirts that showcase your thighs;

Raise the edge of the skirt on purpose so that the man can see your legs;

Wear blouses with a deep cut;

Leave bare hands;

Strongly scent (even with very tasty and expensive perfumery);

Decorate yourself abundantly;

Emphasize female attractiveness with gestures or posture;

Flirt.

All structures "STK - polycarbonate" use official style clothes.

The general form of clothing in "STK - polycarbonate" is not provided

Men most often wear a business suit combined with a shirt and tie. There is also a combination of trousers, a shirt, a tie and a jumper.

The business style of women in organizations is quite diverse, but consistent. Most often, a business suit is used: trousers and a jacket, a skirt and a jacket, a dress and a jacket.

Assignment 3

Describe the spatial and temporal organization and conduct of a typical business conversation you have with a client. Name and justify the communicative intention prevailing during the conversation between you and your interlocutor. If you are not working with clients, take your team to complete the assignment.

One of the first to study the spatial structure of communication was the American anthropologist Edward Hall, who introduced the very term "proxemics", the literal translation of which means "proximity". Proxemic characteristics include the location of partners in space at the time of communication and the distance between them. Experimentally proved mainly some spatial forms of communication organization (both for two partners and for a large audience). Exists a large number of information that animals, birds and fish designate their habitat and protect it, but only recently it was discovered that humans also have their own protected zones and territories.

The choice of distance depends on the relationship between people (as a rule, people are closer to those whom they sympathize with) and on the individual characteristics of the person (for example, introverts do not tolerate too close a distance).

Prosemic behavior includes not only distance, but also the mutual orientation of people in space. Friends are nearby, business conversation participants are across the corner of the table, competitors are across the table.

The location of its participants at the table has a significant impact on the nature and productivity of communication. When placing participants at a rectangular table in a study, four main positions are distinguished:

Corner peer-to-peer arrangement;

Corner unequal arrangement;

Affiliate location;

Competing - defensive disposition.

The creation of a psychological atmosphere for business communication is significantly influenced not only by the location of the interlocutors at the table, but also by the shape of the tables themselves. Square tables are great for short business conversations with peers. Rectangular tables are often used to accentuate a chain of command. In this case, the person with the highest status is usually at the head of the table, facing front door... At the same time, it was found that cooperation relations are more established with those people who sit at the table with each other. And opposition is easier to organize with the person sitting opposite. Therefore, at the meeting, employees who claim a higher position sit down closer to the manager.

A round (or oval) table creates an atmosphere of informality and ease, and it is best to hold conversations with people of the same social status.

Usually a business conversation is scheduled in neutral territory. This is necessarily a restaurant or a very good cafe. Landing at the tables is carried out so that the angular peer-to-peer arrangement is visible.

Usually the time for a business conversation is lunchtime. This is a time span between 12.00 and 16.00

Communicative intentions are to obtain the greatest amount of information and conclude a lucrative contract.

Assignment 4

Prepare a general and detailed reception program for a delegation arriving at your organization with business intentions. The delegation consists of four people: the head of the delegation with his wife (both middle-aged), an economist (an older woman) and an assistant leader (a young man). You've had some time to collect information about guests.

The purpose of the visit may be to find out the possibilities of establishing contacts, conducting negotiations, signing documents, organizing conferences, exhibitions, etc.

The form of receiving a delegation depends on the purpose of its arrival and the rank of its head.

Prior to the arrival of the delegation, the host must develop a general program for the guests and a detailed program including the technical details required by the host, other stakeholders and the organization.

The general program includes information on

Delegation meeting;

business part of the program (negotiations, meetings, conversations);

receptions (breakfasts, lunches, etc.);

cultural program;

trips around the country (by the enterprise);

seeing off the delegation.

The detailed program reflects all organizational issues related to the reception of the delegation. So, for example, a meeting of a delegation requires the elaboration of such issues as:

Personal composition of the greeters;

Participation, if necessary, of representatives of the media;

Presentation of flowers;

Welcome speeches;

Providing transport;

Accommodation in a hotel, etc.

Each item requires detailed study and it is imperative to determine the responsible executors; a certain reserve should also be provided to guarantee the implementation of each item in the event of any misunderstandings.

If the head of the delegation, its members arrive with spouses or other accompanying persons, it is necessary to develop special program for accompanying persons.

During the visit of the delegation, it is customary to organize informal, informal meetings at the initiative of both hosts and guests. The first such meeting is organized by the hosts, but a free evening should be planned in the general program so that guests can take advantage of the opportunity to organize a return meeting. In the program of each day, it is customary to leave free time for lunch and personal affairs.

When a foreign delegation meets, the rank of the head of the meeting must correspond to the rank and position of the head of the visitors. There are certain established rules for mutual greetings, including their sequence, accommodation in cars, delivery to the hotel. The rules of good form recommends saying goodbye to guests in the hotel lobby (you made sure that everything is in order with their accommodation and do not force you to invite you for a cup of coffee, which would suggest itself if they were escorted to their room). When parting, they agree on a courtesy visit or the so-called protocol visit, which begins official business contacts.

The purpose of a short protocol visit (20-30 minutes) is a kind of response to meeting a guest upon arrival and at the same time clarifying the program of stay. Typically, a treat is served during this visit (but no alcohol). The initiative of conducting the conversation is with the host, and the initiative of leaving is with the guests.

Let's consider some additional provisions regarding the conduct of interviews. After the end of each section of the negotiations, a pre-appointed employee or head of delegation draws up a detailed record of the conversation, including information about the participants in the negotiations, a list of the main issues discussed, the views of the parties on these issues, records of the delivery of documents or their copies.

Aide-memoire is used to confirm an oral statement made during the conversation, to prevent misinterpretation, as well as to confirm the oral agreement reached to draw attention to the issue raised, perhaps to bind the interlocutor to the need to answer certain questions raised during the conversation. If a negotiator wants attention to be drawn to the issues he raises during the discussion, he must prepare a memo in advance and hand it over after the statement.

Delegation reception program

9:00 Transfer of the delegation from the airport to the head office of STK-Polycarbonate.

9: 00-10: 30 Solemn welcome of the delegation.

10: 30-11: 45 Inspection trip to shopping center companies.

12:00 Opening of the business meeting in the conference hall.

12: 30-14: 00 Business talk at the round table. Topic of the conversation: "Problems and new promising technologies in the production of polycarbonate."

14: 00-15: 00 Lunch at the restaurant.

15: 30-17: 30 Negotiations with representatives of the company for the supply of polycarbonates.

17: 30-19: 00 City tour.

19: 00-21: 00 Gala dinner.

22:00 Transfer of the delegation to the airport.

business formal conversation customer

Conclusion

Business etiquette issues are important for the head of the company, primarily because a professional is not only one who knows the intricacies of any specialty, but also the intricacies of business communication. If a manager is a specialist, for example, in management, then in order to effectively manage, he still needs to be a specialist in business communication.

Effective communication is impossible without knowledge of the rules of etiquette. It permeates all professional activities of a leader. After all, he does not himself do the work for his subordinates. His job is to ensure that the work is done with the help of other people. Effective business communication and knowledge of etiquette are the connecting processes among the four main functions of management - planning, organization, motivation, control.

In addition, employees are very sensitive to the communication style and demeanor of the manager. Of course, with the help of respect, attention and delicacy, you can get more results from subordinates than with the help of pressure, threats, neglect.

When building your relationship with subordinates, you must observe some general principles and communication techniques:

Taking into account the individual characteristics of each employee;

Shows of interest in subordinates;

Respect for the opinion of a subordinate;

Compliance with emotional neutrality (the expression of emotion is justified only in a certain situation and should not humiliate the dignity of both parties);

Informing subordinates about the results of work on the thrush of laziness and the enterprise as a whole;

Ability to take on great responsibility;

Tolerant attitude towards shortcomings that do not interfere with the work of your subordinates and intolerance towards those that interfere;

Respect for boundaries in friendship with subordinates;

Encouraging subordinates for even the smallest success in work;

Elimination of emphasis on employee mistakes;

Building a good reputation for their subordinates (they will feel and justify it).

List of used literature

1. Botavina, R.N. Business ethics [Text]. M., 2005

2. Foreign economic activity of the enterprise [Text]. Textbook for universities. Edited by Doctor economic sciences, professor L.E. Strovsky. M., 1999.

3. Dunkel, J. Business etiquette [Text]. Rostov on / D .: Phoenix. 2000.

4. Zaretskaya, E.N. Business communication [Text]: a tutorial. - M .: Delo - ANKh, 2008.

6. Kibanov, A. Ya. Ethics of business relations [Text] Textbook / Kibanov A.Ya., Zakharov D.K. , Konovalova V.G. - M .: Infa-M, 2002.

7. Kibanov, A.Ya., Zakharov, D.K., Konovalova, V.G. Ethics of business relations [Text]: Textbook for universities. M .: " Higher education", 2006.

8. Panfilova, A.P. Business communication in professional activity[Text]: Tutorial... - SPb .: Knowledge, 2009

9. Poskochinova, OG Culture of speech and business communication [Text]: textbook. allowance / O.G. Poskochinova, M.A. Gridneva. - SPb. : Publishing house of St. Petersburg State University of Economics, 2011.

10. Shelamova, G.M. Business culture and psychology of communication [Text]. Textbook for the beginning. prof. education / G.M. Shelamov. - 7th ed., Erased. - M .: Publishing Center "Academy", 2007.

11. Cherednichenko, I.P., Telnykh, N.V. Management Psychology [Text]. / Series "Textbooks for higher education". - Rostov-on-Don: Phoenix, 2004.

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Introduction to the discipline "International etiquette and protocol"

The concepts of "etiquette" and "protocol" are in many ways similar and interrelated. Therefore, it is better to consider protocol and etiquette not separately, but as a whole. For example, court etiquette includes the observance in states with a monarchical structure of certain protocol norms when conducting certain ceremonies. An example is Great Britain, where ceremonial norms have remained virtually unchanged for 500 years. At the same time, the participants in these ceremonies are required to comply with the rules of court etiquette.

The rules of etiquette are basically international, since most of them are respected in all countries of the world. At the same time, the etiquette of each country inherits customs and conventions from ancient times to the present day and has quite significant features, which is due to historical, national, religious and other traditions.

In contrast to etiquette, the rules of the protocol are practically the same in all countries of the world, that is, they are international. The basis and essence of the protocol is an expression of deep respect towards the distinguished guest, the country and the people he represents. Although, naturally, the protocol of each country has its own nuances, knowledge of which contributes to the implementation of international and foreign economic contacts.

Etiquette and protocol are one of the main components of the formation of the image of any business person, civil servant, organization and play a very important role in the successful conduct of business, including international business.

So what are etiquette and protocol? Etiquette (ethics) - rules of courtesy and politeness, form, manner, established order behavior adopted in a particular society.

There are several types of etiquette: courtier, military, diplomatic, civil and business. Most of the rules of civil, business and diplomatic etiquette are identical or to some extent coincide and are equally observed, but in the circle of officials, the rules of diplomatic etiquette are observed more strictly.

The rules of etiquette in communication between people take into account their status and position, gender and age. The hierarchy of etiquette principles is as follows.

1. Status (position, rank).

2. Age and gender (in the case of a small difference in the age of people, representatives of the weaker sex take advantage, however, if the difference is large and we are talking about communication between a young girl and an elderly man, then a man has an advantage).

There are no trifles in etiquette, all the constituent details are important: behavior, manners, gestures, voice, tone, appearance and others. The rules of etiquette should be firmly established in daily life each person, become his inner need. The requirements of etiquette imply the observance of the rules of good manners in all cases of life, regardless of the mood and psychological state of a person at one time or another.

A protocol is a set of rules of conduct for governments and their representatives on official and non-official occasions. Protocol events are meetings and seeing off guests, negotiations, presentations, receptions, congratulations, funeral ceremonies, presentation of state awards, etc.

The most commonly used phrase is diplomatic (state) protocol, which is used in relation to international communication between officials. Diplomatic protocol is a set of generally accepted rules, traditions and conventions followed by governments, foreign affairs agencies, diplomatic missions, and officials in international communication.

Diplomatic protocol has a rich history. It originated in ancient times. At one time, the ancient Romans developed a strict peace ceremony, during which, in particular, the priests read the text of the peace agreement and made sacrifices.

Well-known French diplomat J. Cambon writes: “The rules of the protocol now seem a little old-fashioned, but not following them is as stupid as not taking off your hat at the entrance to the church or your shoes at the entrance to the mosque ... In fact, not everything is so bad in these solemn trifles. "

With its solemnity, the protocol attaches greater importance and arouses greater respect to the events, ceremonies and documents being signed.

Protocol norms are also observed in relations between businessmen, including between partners from different countries. This is a business protocol - the rules for organizing various events in the implementation of business contacts.

The protocol requires knowledge of politics and geography, economics and culture, national and religious traditions of different states, close attention to the smallest details... Behind each such protocol "trifle" are centuries-old traditions and experience accumulated by diplomacy since ancient times. Therefore, you should always remember that there are no trifles in the protocol, as well as in etiquette. According to the writer H. McKay, “little things do not have crucial, little things decide everything. "

The established norms of morality are the result of a long-term process of establishing relationships between people. Without observance of these norms, political, economic, cultural relations are impossible, because one cannot exist without respecting each other, without imposing certain restrictions on oneself.

Etiquette is a French word for demeanor. It includes the rules of courtesy and politeness adopted in society.

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

There are several types of etiquette, the main of which are: - court etiquette -strictly regulated order and forms of treatment established at the courts of monarchs;

Diplomatic etiquette - the rules of conduct for diplomats and other officials during contacts with each other at various diplomatic receptions, visits, negotiations;

Military etiquette is a set of rules, norms and manners of behavior generally accepted in the army for servicemen in all spheres of their activity;

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

Most of the rules of diplomatic, military and civilian etiquette to one degree or another coincide. The difference between them is that diplomats attach more importance to the observance of the rules of etiquette, since deviation from them or violation of these rules can damage the prestige of the country or its official representatives and lead to complications in relations between states.

What is etiquette and protocol?

This question interests a lot of people who want to keep up with the times and even if they don't know, then at least understand what these words mean. This resource is just devoted to a detailed disclosure of these terms and to help everyone who wants to know how to behave in a given situation.

A person's life takes place in his constant interaction, communication with other people. To ensure that contacts do not lead to conflicts, do not violate social balance, so that everyday communication is harmonious, pleasant and useful, the rules of etiquette have been developed since ancient times. What is etiquette?

ETIQUETTE is an established order, a set of rules governing external manifestations of human relations.

History of etiquette

The term "etiquette" appeared in the 18th century. But the sets of rules were created in Ancient Egypt: around 2350 BC. NS. A book was written here called Behavior Instruction. The great thinker of Ancient China Confucius (Kun-tzu) (551- 479 BC), the founder of the most influential of the ancient Chinese philosophical and religious movements - Confucianism - assigned etiquette (li) a special role. Li-etiquette, according to Confucius, was supposed to form harmonious relations between people, regulate human behavior in different life situations... The concept of "li-etiquette" is very close to the meaning of the modern European term "etiquette". Li-etiquette, in addition to many other things, is the norm of behavior in the family, the rules of relations between subjects and the sovereign.

Courtesy, "beautiful behavior" was highly valued in the ancient world. As Aristotle wrote, courtesy can be of three kinds: “The first kind is in circulation: for example, in how they address everyone they meet and greet them by stretching out their hand. The second is when they come to the aid of every needy person. And finally, the third kind of courtesy is when they are hospitable table-diners. "

An example of courtesy was the behavior of Julius Caesar: "... when someone served old butter instead of fresh oil at dinner and the other guests refused it, he alone took it even more than usual, so as not to show that he was reproaching the owner for negligence or impoliteness." ...

Merchants, wealthy burghers tried to follow the noble etiquette, and this often took on absurd, ugly forms.

The manners of the Parisian and London high society, driven to the point of absurdity, widened the gap between the wealthy strata of society and the have-nots. The hatred of the exploited majority towards the exploiting minority, the events of 1917 and the first post-revolutionary years led to the so-called etiquette nihilism. The elimination of the nobility and the bourgeoisie as social groups was followed by the eradication of the norms of etiquette, which took on forms no less ridiculous than many of the requirements of this etiquette. For example, in the 1920s, a handshake was declared a carrier of infection, and girls considered themselves insulted if they were served a coat.

Gradually, as the irreconcilable class struggle faded and material well-being of our people, the classic norms of etiquette began to return to life.

V last years, in connection with the formation of market relations, and therefore the emergence of the class of the rich again, secular manners, knowledge of the elementary foundations of etiquette, the subtleties of conducting a conversation, serving, correct placement for dining table and in cars, etc. But this is not the only point.

Etiquette, free from extremes and outdated formalities, does not complicate, but simplifies and makes everyday life more pleasant. His rules are based on such moral categories as politeness, tact, correctness, decency. Thus, the assimilation of the rules of etiquette contributes to the development of a sense of tact (the ability to speak and act taking into account individual psychological characteristics and the mood of other people), teaches them to maintain their own dignity and respect those around them even in difficult, conflict situations.

Decency is an integral part of etiquette. Etiquette helps a person refrain from unseemly actions - such as petty cheating or theft, slander, slander.

Possession of the rules of etiquette removes stiffness, allows you not to offend a business partner with an awkward word or action, and at the same time not to lower your own dignity and prestige of the company. The assimilation of the stereotypes of behavior offered by etiquette makes it possible to establish a favorable psychological climate for business communication, which makes business both successful and enjoyable.

Currently, Ukrainian enterprises and organizations are integrating into the economic, political and cultural life of Europe, relations with business and political circles of other regions of the planet are developing. Communication with representatives of other states requires special attention to etiquette, strict observance of its special rules and compliance with the business image. Fruitful, mutually beneficial relations between states are based on the principles of respect for sovereignty; equality; territorial integrity; non-interference in internal affairs.

Diplomatic Protocol Rules

A DIPLOMATIC PROTOCOL is a set of rules, traditions and conventions observed in international communication.

The generally accepted rules of the protocol are the basis of the diplomatic practice of any country, although each of them has certain peculiarities due to the specifics of national traditions and social system. Departure from the diplomatic protocol or violation of its norms is unacceptable, as it may damage the dignity of another state and cause undesirable political consequences.

The protocol regulates the procedure for receiving foreign heads of state or government, government delegations, representatives of state and public organizations and business circles; all types of official diplomatic contacts. The attitude to the protocol, making minor changes to it (more or less solemnity, raising or lowering the level of representation at official ceremonies, etc.) is used as a foreign policy instrument. These rules were formed on the basis of long historical experience. Therefore, the diplomatic protocol is a model of international communication, which is guided by all organizations and individuals. What is a business protocol?

The BUSINESS PROTOCOL, like the diplomatic one, regulates the order of meetings and seeing off delegations, conducting conversations, negotiations and receptions, conducting business correspondence, signing contracts and agreements, etc.

But unlike the diplomatic one, the business protocol is not strictly observed. In the area of ​​business communication, its rules can be more flexible. However, established commercial structures in international communication most often strictly adhere to the rules of diplomatic protocol.

BUSINESS ETIQUETTE are the rules of conduct in society. And also the standard of business communication, established rules of business ethics, the observance of which at the final stage contributes to better mutual understanding, the establishment of normal business relations in the team, and based on all this, the prosperity and stability of any business.

V modern society possession of business etiquette in most cases has a positive effect on the success of an entrepreneur, and adherence to ethics only further emphasizes the image of a professional in the eyes of business partners. When communicating with foreign partners, you simply must know the rules of etiquette and their countries, otherwise a wrong step in a conversation or at a meeting can result in significant losses in business.

The diplomatic protocol is a system of rules of etiquette of interstate relations, which are based on the principle of international politeness. Violation of these rules can damage the authority and prestige of the state.

Officially, the diplomatic protocol begins its history in the 19th century - in 1814-1815, it established a system of rules, conventions and traditions of international communication, which were to be observed by the heads of state, heads of government, diplomatic persons, and official representatives. At the heart of diplomatic relations is the state's respect for foreign guests and, accordingly, for all the people of which they are a representative. Respect and mutual understanding allows regulating practically all spheres of external political, economic and international relations.

Basic principles of the diplomatic protocol system:

1. Diplomatic etiquette. Is the main component of the protocol and regulates the relations of officials, and public figures different states. Diplomatic etiquette supplements and improves the rules of civil etiquette. Communication in business, public and government circles follows strict rules that govern:

2. State sovereignty - different states have different privileges and enjoy different rights.

3. Reciprocity - or, in other words, the rule of obligatory response. A letter, courtesy call, invitation, or business card must be formally answered. Moreover, the answer must contain an introductory (at the beginning of the letter) and final (at the end of the letter) compliment. The absence of a compliment is regarded as disrespect or even hostility, which will serve as a pretext for international conflict.

4. The diplomatic protocol strictly follows the principle of seniority, which depends on the rank of the representative of the state and on the date of his accreditation, and not on the importance of the country.

Diplomatic etiquette and protocol necessarily include:

Diplomatic protocol and etiquette are necessary not only for top officials of the state and diplomats, but also for any civil servant who deals with international economic cooperation, and businessmen if their activities are related to cooperation with foreign partners. Possession of the norms of business etiquette significantly increases the prestige not only of an individual representative of the state, but of the entire country as a whole.