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

Rule One

Time is money

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

Partners, employers, colleagues, realizing that a person is constantly late, can pass a verdict-sentence to such a sufferer: unreliable, behind the times, out of rhythm modern life. Excuses, apologies will strengthen this impression, since politeness and respect for others do not need such companions.

Exit one: every business person must know and master the basics of time management, be able to plan their working day, competently sort things into important and urgent, delegate some of the routine tasks and control the course of events.

Rule Two

Dress code compliance

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

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

Rule Three

The desktop as a mirror of the inner world

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

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

Virgin clean, without a single superfluous thing.

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

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

Which employees, the owners of these desktops, are of interest to the employer in the first place?

Rule Four

Grammatically correct speech, business style letters

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

Rule Five

Respect for the interlocutor, partner, client

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

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

Rule six

Compliance with trade secrets

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

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

Rule Seven

At work - work!

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

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

Rule eight

Ability to listen and hear the opponent

The rarest gift given by nature: the ability to hear another, to understand him. In business, this gift brings millions, he has precise definition- hearsay for money. Each client, employee and business partner will definitely tell about what he needs, what torments him, what he needs help with. It is only important to be able to hear and make a counter offer. In the business world, this skill is also important because it helps save time, which is more valuable than money, since it cannot be accumulated.

Rule nine

telephone etiquette

Business communication is impossible without telephone conversations, ethics in this case helps to quickly establish relationships and conduct negotiations in a worthy manner. Many business partners, customers judge the company by phone conversations and employees' answers on the phone.

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

Personal calls to working time allowed only when absolutely necessary. Empty chatter on the phone interferes with colleagues, distracts the attention of employees and forms the image of a frivolous empty person.

Rule ten

Netiquet - etiquette of communication on the Internet

Without the Internet, no business can exist today. Ability to communicate via text e-mail, comment on business articles and respond to customer requests and requests on the company's website shows the employee's business level.

Each appeal must be nominal, personal, the letter must be signed with the name of the performer, give full contact details - the name of the company, mailing address, phone number, nickname in the Skype program, address of the corporate website, operating hours of the enterprise.

Rule Eleven

Reception of delegations

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

At the meeting of foreign delegations to the generally accepted code business rules features of national etiquette are added.

Rule twelve

Business negotiations

One of essential rules business etiquette - the ability to conduct competent negotiations, bring them to a specific result. In order for negotiations to take place at a high level, it is necessary to define clear goals before they begin, draw up exact plan, choose a convenient time and place for both parties.

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

Rule thirteen

Relationships between boss and subordinate

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

It is necessary to give orders, give oral tasks to the boss clearly, specifically, receive feedback, control the process, and analyze the effectiveness of execution.

The subordinate must follow the orders and instructions of the head, while he has the right to express his own point of view, give advice on improving the solution of a particular issue.

Rule fourteen

Relationships between employees

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

Office romances, mutual hatred, cold war, gray cardinals and office plankton, intrigues against each other - evil forces that interfere with the working environment and the solution of the main tasks of the team.

Rule fifteen

business gestures

This part of business etiquette deserves several volumes of description with colorful pictures. Gestures, mannerisms, facial expressions can tell more than words about a person. The movements of the employee during working hours should be energetic, not lethargic, not slowed down. Gait - confident, while waving your arms and taking very large steps is not recommended. A straight posture, a confident look, the absence of fuss in movements are signs of a man of action.

A handshake is the only tactile gesture of touching an interlocutor that is allowed in a business environment. Pats on the shoulder, warm hugs, kisses and other gestures of friendliness are possible only among very close partners and relatives. When shaking hands, the hand should not be lethargic, wet or cold. Shaking or squeezing the interlocutor's given hand for a long time is not accepted.

It is not difficult to control words, text or thoughts, but it is much more difficult to control gestures and facial expressions. A smart interlocutor will instantly understand the intention or deceit by certain gestures and body movements. Business literature offers to help the books of Alan Pease "Body Language" and Paul Ekman "The Psychology of Lies. Lie to me if you can"

Note in a business notebook

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

The main difference between business etiquette and secular etiquette is that in this set of rules, the priority of subordination is in the first place. Regardless of age and gender, the subordinate is in the hierarchy below the leader.

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

All spheres of our existence are subject to certain rules. In the workplace, too, there are rules of etiquette that must be adhered to.

At work, as in any other micro-society, relationships are regulated by service instructions, internal regulations, instructions that take into account the specifics of the company's work, rules of etiquette, and features of the company's interaction with customers and partners.

Rules official conduct perform a special task - create conditions for successful work the firm as a whole and each employee in particular. Let's get started.

What should a person who has just entered the office do? - That's right - greet everyone. Moreover, you need to say hello to everything - from watchmen and security guards to the director of the company, the rank and official position here do not matter. At the same time, one must always remember about observance of subordination. For example, the boss greets the subordinate first, the visitor greets the employees first, the incoming greets those present, and the passing one greets people standing in a group.

Relationships in the team dictate the style of communication between the boss and employees. By name and patronymic, it is customary to address the boss to subordinates in large companies, or by last name, but using the words “mister” and “madam”. In the workplace, you should not address employees simply by their first name, especially in an abbreviated form. After all, addressing by name and patronymic is a cultural, historical heritage of our country. If you have to introduce your colleagues to each other, then employees of a lower rank are introduced to a colleague of a higher position.

Handshake - important point greetings at work. Unpleasant sensations from a handshake may be evidence of the negative character traits of your partner. To establish future business relationships, a moderately strong handshake is used, which speaks of self-confidence and fortitude. At the same time, you need to look into the eyes. Since men and women are equal in the workplace, it is necessary to reach out not only to the strong half of humanity, but also to lovely ladies.

The workplace is the face of the owner. An educated person keeps his desk in order, important business papers do not lie in the same pile with extraneous things (beauty bags, week-old coffee cups, pieces of chocolate, etc.). In the workplace, you should not chew sandwiches, pick your teeth, put on makeup and engage in similar distracting activities.

Smoking is only allowed in a specially designated area equipped for this purpose. Do not touch things and look at documents on the tables of colleagues. An educated person should always be interested in the affairs of colleagues, but at the same time not impose his society on anyone. The successes of employees should please, and the failures sincerely upset. Remember, or rather write down, when they have important dates in your personal life, and do not forget to congratulate you on another encouragement from your superiors. Personal grievances and antipathies should remain outside the walls of the office so as not to affect business relations. Keep secrets to justify the trust placed in you.

For the desired development of your career is not enough high level professionalism, you should forget about conflicts, aggression and resentment, take criticism, follow the rules of etiquette, be moderately sociable and your career will definitely go up!

Business etiquette is perhaps the most logical kind of etiquette. Everyone understands what is acceptable to do in the office, and what will look extremely unprofessional. At the same time, simple rules are violated with regularity. Etiquette specialist Ekaterina Sartakova talks about her appearance, relationship with colleagues and the working atmosphere.

Makeup and hair

It is best to stick to the golden mean in this matter. Do not rush to extremes from a complete lack of makeup to applying evening makeup, inappropriately bright for work. Your makeup looks right if: elusive tonal foundation, smooth color transitions and blurry borders, slightly emphasized eyes, light classic makeup. The main task is to give confidence, emphasizing the merits and hiding the flaws. Forget about war paint or inaccuracy in applying cosmetics. My personal advice- take a make-up course "for yourself." And remember, don't preen in the workplace, that's what the ladies' room is for.

As for the hairstyle, it should look something like this: clean hair, neatly styled, not overloaded with styling products. If you work for a reputable company or participate in important negotiations, then hair below the shoulders should be collected in a bun or ponytail, with invisible or discreet hair ties.

clothing

Appearance testifies to your professionalism no less than your skills. Here style, relevance and restraint are of paramount importance. All organizations have their own rules regarding the dress code of employees, and perhaps they do not exist at all. The topic is very extensive to fit all the nuances in one paragraph. However, there are a few basic rules of etiquette that are unshakable always and everywhere when it comes to business etiquette. Namely: do not wear mini-skirts, tight-fitting dresses, things with a deep neckline, do not expose the navel. When buying a thing, look at the quality of the fabric and how much it wrinkles. Your clothes should always be clean and ironed. As for shoes, I recommend refraining from high heels (maximum 8 cm). Shoes should always be clean, and it is advisable to have a special replacement pair of shoes for work, in which ordinary life you don't go.

perfume

Remember, perfume is very easy to overdo. Being close to other employees, especially in small room, think about how strongly others can feel your perfume. If you can clearly hear it, you can be sure that the others have already lost their minds. Stick to the “less is more” principle.

The aroma of perfume is something personal, and only those closest to you should notice it. Take care of your colleagues and, of course, your clients, whom you can simply repel with an obsessive scent.

Remember that an expensive scent is natural and fresh, but by no means heavy, sweet and suffocating. It may be better to use scented oils or lotions with your favorite scent if the job involves direct contact with people. Or apply eau de toilette in one of these ways: first, when you spray a little perfume in the air directly in front of you and pass through the cloud instead of applying it to the pulse points; the second option is to spray perfume on a hair brush and comb through.

Arms

Your hands are an indicator of grooming and respect for customers. When people ask me what the perfect manicure should look like office worker, I always say that these are short, neat nails with a solid coating. Colors: classic transparent pink, as it is the most unpretentious in care and always looks feminine and stylish; flesh tones, slightly more matte; classic red is beyond competition (this includes both dark red and burgundy), as well as varnishes in the color of precious metals - blue sapphire, emerald, purple-amethyst. Rhinestones and drawings on the nails are not recommended.

Shall we have a bite?

Lunches and snacks at the workplace are a common thing. Few people think about the aesthetics of the process, hygiene and smells. If your work is directly related to meetings and negotiations, when clients can see you, then, of course, this is unacceptable, the question of manners and elementary service is obvious. You can take a break and go to the dining room, or to a room specially designed for lunch. And if there is no such room, then it is good reason offer innovation to the life of the entire office. Cups of tea and coffee, plates or containers with crumbs have not yet been painted workplace, and the probability of getting dirty or pouring something on yourself increases by 200%. Obviously, but it’s still worth saying: business etiquette and dishes with onions and garlic are incompatible things.

Topic for discussion

There are topics that you should not discuss with colleagues, so as not to worry about your image in the team in the future and avoid unnecessary stories about you, even if you think that you can completely trust these people. In particular:

Your promotion/lack of it

The size wages

The value of someone's things

Mistakes of colleagues and gossip

Personal topics (age, absence of children, divorce, illness)

I especially recommend refraining from talking on abstract topics when clients are nearby, as they want to see professionalism and competence in you, and the laughter and conversations of employees communicating with each other can be repulsive.

Welcome

When we enter a room, we are the first to greet our colleagues there. The junior in status/position greets the senior verbally first. And the exchange of handshakes from the opposite - here the elder takes the initiative. When a client or customer comes to you, always get up from your seat to greet him. We do not shake hands across the table, nor do we keep our hands in our pockets. In Europe, in business etiquette, shaking hands, as a ritual, is mandatory, many of us are afraid to do this, but in vain.

Not a woman, but an employee

In this phrase lies the main difference between business etiquette and secular - a woman no longer has privileges, here she has an equal status with a man. A few examples for clarity:

• If in secular etiquette the man opens the door, letting the woman go forward, then in the business environment the door is opened first by the one who is closer to her.
• At a secular reception, a man pulls a chair for a woman and helps her sit down, and at a business breakfast or dinner, everyone moves a chair for himself.
• In ordinary life, a man always rises to greet a woman or an older person, and in business etiquette, a man and a woman always rise from a chair to greet a client or visitor, regardless of their gender.

phone phone strife

If we are talking about a personal phone, then let it be on the vibro or quiet melody mode so as not to distract others with extraneous sounds. Work is not the best place to talk about personal matters, so we either go to a secluded place, or put it off until after work. In important negotiations business meetings in cafes and restaurants, the phone has no place on the table.

Using a work phone also has its own nuances. If we call, we will definitely introduce ourselves and ask if it is convenient to talk. AT weekdays it is not recommended to make business calls on the first and last watch work.

The call should be answered approximately after the third beep: on the first - we are distracted from work, on the second - we focus on the call, on the third - we think what phrase we will answer.

If we are with someone and the work phone rings, we always ask permission to answer and, if necessary, move away from the interlocutor so as not to distract with our conversation, but no more than 2 minutes.

Etiquette and service

Knowing the rules of etiquette in the business environment and the service sector is very important. Service, in difficult market conditions and high competition, plays a huge role and can actively influence the image and development of the organization. Each employee is the face of the company, and you need to not only know the rules, but also follow them, work on developing a culture of business etiquette. Remember how many times you personally did not make purchases or transactions due to the incompetence of an employee or his repulsive appearance, impoliteness or lack of punctuality? Of course, a lot depends on the manager, and on each employee, as they say, "if you want to change the world, start with yourself."

Sometimes there are situations in which we absolutely do not know how to behave at work and in the office. We want to look like a well-mannered person in the eyes of others, but instead we make ridiculous mistakes. And for this you just need to know the rules of office etiquette.

office etiquette- behavior in the office and at work

We are working more and more. The place of work has already become our second home, and colleagues are almost like a family. And there is nothing surprising in this, such a course of things is supported by our superiors. After all, it binds us to the company where we work. But at the same time, at all Do not forget the rules of office etiquette.

Don't be fooled by the appearance of comfort. Work is work, and knowing work etiquette is just as important as your qualifications. Therefore, it is worth knowing how not to get lost in the often unwritten office rules of good form.

Office etiquette: what is appropriate and what is inappropriate in the workplace

Like at school appearance diary says about the student, and now - your workplace can tell a lot about you. And no matter how much everyone around repeats that you are free to feel at home, you should not go to extremes.

You can put a photo of your family or your beloved cat on your table. But the favorite actor with a naked torso as a background on the office computer monitor is already too much. Also, do not hang the lamp with decorations and put your favorite talisman on the table. What would you think of a person whose workplace would look like desk in a teenage girl's room? And one more thing: do not forget about the order.

Service etiquette and appearance

Your appearance also testifies to your professionalism. Every company or institution has its own rules. What is customary to wear in a private office is often inappropriate for a teacher to wear at school.

There are, however, a few basic rules of good manners. Don't wear mini-skirts, tight dresses, or deep necklines to work, and don't expose your belly button.

All clothing must be clean and ironed and its owner - to look neat and smell good. Of course, extremes should be avoided here too. A heavy evening perfume in a small enclosed space can make your co-workers sick.

Office etiquette: birthdays and other holidays

Not every company has a custom for noisy parties. If you notice that no one at your work does this, then you should not stand out with your “three-course menu” for your birthday. If you wish, you can simply treat employees with chocolate or homemade cookies.

On big holidays, the most correct decision would be to chip in at the common table. Agree on a small amount that everyone will put in a common piggy bank, and appoint a person who will handle the purchases. If at this point you do not have cash with you, ask a colleague to pay for you. However, do not delay with the return of the debt.

If, on the contrary, you paid for someone who is in no hurry to return the money, you can delicately hint to him about this, for example, recalling the past celebration. Office etiquette does not allow you to borrow money from your colleagues.

Service etiquette: greet the boss

As you know, the most important person in any company is the boss. Even if your company practices a democratic principle of communication and everyone says “you” to each other, address your boss with respect.

If you were always with him on you, but during business trip he offered to have a brotherhood drink, don't tell that in the office. Keep addressing your boss formally, unless he suggests otherwise.

And don't be familiar, don't pretend that you are his best friend. Even if you communicate outside the office, and your children go to Kindergarten at work, he is your boss.

It is you who should be the first to say "Good afternoon" to him, despite the fact that you are a woman.

The art of office etiquette is dominated by simple rules. Whenever you are in doubt about how to behave, follow your intuition. And ask yourself what kind of behavior you would expect from employees if you were a leader.

AT modern society office etiquette plays an increasingly important role. Knowledge certain rules- good business card. Sometimes, however, ironic comments are heard on the topic of exaggerated politeness, but it is better to go too far with courtesy than to make a gross mistake.

Business etiquette training

It is important to know who should be the first to shake hands or introduce themselves first, whether or not to knock on the boss's closed office, and how to dress appropriately for corporate party. Therefore, I recommend that you turn to various manuals on the topic or go to a training. This will increase your professional level, make it easier to make new contacts and improve your position in the team.

Office etiquette: never do this in the office

Throughout our lives, we are subject to certain rules that exist in every area of ​​our activity. Therefore, the workplace is no exception. As in any society, relationships at work are governed by internal regulations, business etiquette, and office instructions that take into account the specifics of the company's activities, especially its interaction with partners and customers.

The main task of the rules of official conduct is to create all the conditions for a harmonious combination of the successful activities of the company as a whole and the work of each employee individually. So. What do people do when they cross the threshold of the office? That's right - greet everyone.

Moreover, you need to greet everyone - from the watchman or security guard to the president of the company - regardless of rank and official position. Obligatory observance of subordination is also obligatory. For example, the subordinate is the first to greet the boss, the visitor is the first to greet the employees, the incoming person greets those present, and the passing person greets those standing in a group of people.

The communication style of a manager with employees usually depends on general style relationships in the team. In large, serious companies, it is customary for a boss to address employees either by their first and middle names, or by their last names, but with the addition of the words “mister” or “madam”. You should not address subordinates simply by their first name, moreover, in an abbreviated version. Indeed, in our country it has historically developed to respectfully call people by their first and middle names. If you had to introduce your colleagues to each other, then in this case the one standing lower in the career ladder is introduced to the holder of a higher position.

The handshake is important. If it leaves an unpleasant feeling, then perhaps your partner has negative character traits. A firm handshake with eye to eye is a positive sign and helps establish future business relationships. Men and women in the workplace are in an equal position, so the fair sex should also extend their hand when greeting.

A workplace can tell a lot about its owner. A well-mannered person never leaves a mess on the table, where, along with important business papers, you can find a bunch of extraneous items - mugs of tea 3-day given, handbags, cosmetic bags, pills, candy papers, etc. You should not do makeup at the workplace, as well as eating at your desk, chewing gum or picking your teeth with a toothpick.

You can smoke in a designated area. It is ugly to fumble around the tables of colleagues, look at documents and papers in someone else's workplace. Educated people are always interested in the affairs of their employees. Their successes should sincerely rejoice, and their failures should grieve. Do not forget to congratulate them on a holiday, a date in their personal lives, or with the next encouragement from their superiors. Forget about personal grievances within the walls of the office - likes and dislikes should not affect business relations with colleagues. Know how to keep secrets, appreciate the trust placed in you.

If you do not follow the requirements of official behavior etiquette, if you are a conflicting, aggressive and touchy person, do not accept criticism and demonstrate unpredictable behavior, your official career will not receive the desired development, no matter how high your level of professionalism is.