The history of etiquette from antiquity to the present day. Coursework: Basic rules of business etiquette In which country did etiquette originate
Course work
Basic rules of business etiquette
Introduction
1. General information about ethical culture
2. Business etiquette
3. Appearance human
4. Culture of telephone communication
5. Business conversation
6. Business correspondence
7. Business card in business life
8. Business Protocol
Conclusion
Literature
Introduction
Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions. Ethics is one of the oldest branches of philosophy, the science of morality (morality).
Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he lives correctly and what he should strive for. A person can make communication effective, achieve certain goals, if he correctly understands moral norms and relies on them in business relations. One of the first rules of morality in history is formulated as follows: “act towards others as you would like them to act towards you. A man becomes a man only when he affirms the human in other people. If he does not take into account moral norms in communication or distorts their content, then communication becomes impossible or causes difficulties.
Morality teaches us to do every thing in such a way that it does not hurt the people who are nearby.
The relevance of this topic is beyond doubt, due to the lack of state ideology in modern Russia.
The purpose of this work is to study business etiquette.
The purpose of the work will be achieved through the disclosure of the following tasks:
General information about ethical culture
Business Etiquette
The appearance of a person
Telephone culture
business conversation
Business correspondence
business card business
business protocol
The work consists of introduction, main part, conclusion, bibliography.
1. General information about ethical culture
As you know, a person enters into business relations with other people during his life. One of the regulators of these relations is morality, which expresses our ideas about good and evil, about justice and injustice. Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he lives correctly and what he should strive for. A person can make communication effective, achieve certain goals, if he correctly understands moral norms and relies on them in business relations. If he does not take into account moral norms in communication or distorts their content, then communication becomes impossible or causes difficulties.
Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.
Ethics is one of the oldest branches of philosophy, the science of morality (morality). The term "ethics" comes from the Greek word "ethos" ("ethos") - custom, temper. The term "ethics" was introduced by Aristotle (384-322 BC) to denote the doctrine of morality, and ethics was considered a "practical philosophy", which should answer the question: "What should we do in order to do what is right, moral deeds?
Initially, the terms "ethics" and "morality" coincided. But later, with the development of science and social consciousness, different content was assigned to them.
Morality (from Latin moralis - moral) is a system of ethical values that are recognized by a person. It regulates human behavior in all spheres of public life - at work, at home, in personal, family and international relations.
"Good" and "evil" are indicators of moral behavior, it is through their prism that an assessment of a person's actions, all his activities takes place. Ethics considers "good" as the objective moral meaning of an act. It combines a set of positive norms and requirements of morality and acts as an ideal, a role model. "Good" can act as a virtue, i.e. be a moral quality of the individual. "Good" is opposed by "evil", between these categories from the base peace is coming struggle. Often morality is identified with good, with positive behavior, and evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, top without bottom, day without night, but they are nevertheless not equivalent.
To act in accordance with morality means to choose between good and evil. A person strives to build his life in such a way as to reduce evil and increase good. Other most important categories of morality - duty and responsibility - cannot be correctly understood and, moreover, cannot become important principles in human behavior if he does not realize the complexity and difficulty of the struggle for good.
Moral norms receive their ideological expression in commandments and principles on how one should behave. One of the first rules of morality in history is formulated as follows: "act towards others as you would like them to act towards you." This rule appeared in the VI-V centuries. BC e. simultaneously and independently of each other in various cultural regions - Babylon, China, India, Europe. Subsequently, it became known as "gold", as it was given great importance. Today it also remains relevant, and one must always remember that a person becomes a person only when he affirms the human in other people. The need to treat others as oneself, to exalt oneself through the exaltation of others, is the basis of morality and morality.
The Gospel of Matthew says: “Therefore, in everything you want people to do to you, so do you to them” (ch. 7, v. 12).
Often in business relations we encounter contradictions between what is and what should be. On the one hand, a person strives to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the realization of which is often associated with a violation of moral standards. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in the ethics of business relations, in business communication. Since the ethics of business communication is a special case of ethics in general and contains its main characteristics, then the ethics of business communication is understood as a set of moral norms and rules that regulate the behavior and relations of people in professional activity. Therefore, when studying the course “Business Culture and Communication Psychology”, we will talk about how to act in business relations, so that you know about it, try to accept it and act accordingly.
The norms and rules of behavior in force in society require a person to serve society, to coordinate personal and public interests. Moral norms are based on traditions and customs, and morality teaches us to do every thing in such a way that it does not hurt the people who are nearby.
One of the main elements of the culture of business communication is the moral behavior of people. It is based on universal moral principles and norms - respect human dignity, honor, nobility, conscience, sense of duty and others.
Conscience is a person's moral awareness of his actions, thanks to which we control our actions and evaluate our actions. Conscience is closely connected with duty. Duty is the awareness of conscientious performance of one's duties (civil and official). For example, in violation of duty, thanks to conscience, a person is responsible not only to others, but also to himself.
For the moral image of a person, honor is of great importance, which is expressed in the recognition of the moral merits of a person, in reputation. The honor of an officer, the honor of a businessman, the honor of chivalry - it is this that requires a person to maintain the reputation of the social or professional group to which he belongs. Honor obliges a person to work conscientiously, to be truthful, fair, to admit his mistakes, to be demanding of himself.
Dignity is expressed in self-respect, in awareness of the significance of one's personality; it does not allow a person to humiliate, flatter and please for his own benefit. However, excessive self-esteem does not decorate a person very much. The ability of a person to be restrained in revealing his merits is called modesty. A person who is worth something does not need to flaunt his merits, inflate his own worth, inspire others with the idea of \u200b\u200bhis own indispensability.
An integral part of the culture of business communication is nobility. noble man true to his word, even if it is given to the enemy. He will not allow rudeness towards people unpleasant for him, he will not slander about them in their absence. Nobility does not require publicity and gratitude for help and sympathy.
2. Business etiquette
Decency is the least important of all the laws of society and the most honored. F. La Rochefoucauld (1613-1680), French moralist writer
At the beginning of the 18th century, Peter the Great issued a decree according to which everyone who behaved "in violation of etiquette" was subject to punishment.
Etiquette is a word of French origin, meaning demeanor. Italy is considered the birthplace of etiquette. Etiquette prescribes the norms of behavior on the street, in public transport, at a party, in the theater, at business and diplomatic receptions, at work, etc.
Unfortunately, in life we often encounter rudeness and harshness, disrespect for the personality of another. The reason is that we underestimate the importance of the culture of human behavior, his manners.
Manners are the way one behaves, the external form of behavior, the treatment of other people, as well as the tone, intonations and expressions used in speech. In addition, these are gestures, gait, facial expressions that are characteristic of a person.
Modesty and restraint of a person in the manifestation of his actions, the ability to control his behavior, to treat other people carefully and tactfully are considered good manners. Bad manners are considered; the habit of talking and laughing loudly; swagger in behavior; the use of obscene expressions; coarseness; slovenliness of appearance; manifestation of hostility to others; inability to restrain one's irritation; faux pas. Manners refer to the culture of human behavior and are regulated by etiquette, and the true culture of behavior is where a person's actions in all situations are based on moral principles.
Back in 1936, Dale Carnegie wrote that the success of a person in his financial affairs 15 percent depend on his professional knowledge and 85 percent on his ability to communicate with people.
Business etiquette is a set of rules of conduct in business, service relations. It is the most important side of the morality of the professional behavior of a business person.
Although etiquette presupposes the establishment of only external forms of behavior, but without an internal culture, without observing ethical standards, real business relations cannot develop. Jen Yager, in her book Business Etiquette, points out that every issue of etiquette, from boasting to exchanging gifts, must be dealt with in the light of ethical standards. Business etiquette prescribes observance of the rules of cultural behavior, respect for a person.
Jen Yager has formulated six basic commandments of business etiquette.
1. Do everything on time. Being late not only interferes with work, but is also the first sign that a person cannot be relied upon. The “on time” principle applies to reports and any other tasks assigned to you.
2. Don't talk too much. The meaning of this principle is that you must keep the secrets of an institution or a particular transaction with the same care as personal secrets. Never retell to anyone what you sometimes hear from a colleague, manager or subordinate about their personal life.
3. Be kind, friendly and welcoming. Your clients, customers, buyers, colleagues or subordinates can find fault with you as much as they like, it doesn’t matter: all the same, you must behave politely, affably and kindly.
4. Think of others, not just yourself. Attention should be shown not only in relation to customers or customers, it extends to colleagues, superiors and subordinates. Always listen to criticism and advice from colleagues, superiors and subordinates. Don't be quick to snap when someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence should not prevent you from being humble.
5. Dress appropriately.
6. Speak and write in good language 1 .
Etiquette is expressed in various aspects of our behavior. For example, a variety of human movements, postures that he takes can have etiquette meaning. Compare the polite position facing the interlocutor and the impolite position with your back to him. Such etiquette is called non-verbal (i.e. wordless). However, speech plays the most important role in the etiquette expression of relations with people - this is verbal etiquette.
The Persian writer and thinker Saadi (between 1203 and 1210-1292) said: “Whether you are smart or stupid, whether you are great or small, we do not know until you have said a word.” The spoken word, like an indicator, will show the level of a person's culture. I. Ilf and E. Petrov in the novel "The Twelve Chairs" ridiculed a miserable set of words from the lexicon of Ellochka-"cannibals". But Ellochka and her kind are often encountered and they speak in jargon. Jargon is a "spoiled language", the purpose of which is to isolate a certain group of people from the rest of society. The most important aspect of speech etiquette is the inadmissibility of slang words and obscene language.
A prominent place in business etiquette is occupied by the words of greeting, gratitude, appeal, apology. The seller turned to the buyer on "you", someone did not thank for the service, did not apologize for the offense - ~ such a failure to comply with the norms of speech etiquette turns into an insult, and sometimes conflicts.
Specialists in business etiquette attach great importance to the appeal, because the form of further communication depends on how we address a person. The everyday Russian language has not developed a universal appeal, as, for example, in Poland - “pan”, “pani”, therefore, when
1 Yager J. Business etiquette. How to survive and succeed in the business world: Per. from English. - M., 1994. - S. 17-26.
when addressing a stranger, it is better to use an impersonal form: “sorry, how can I get through ...”, “please, ...” but it is not always possible to do without a specific address. For example: “Dear comrades! Due to the repair of the escalator, the entrance to the metro is limited.” The word "comrade" is originally Russian, before the revolution they denoted the position: "comrade of the minister." In the dictionary of the Russian language by S.I. Ozhegov, one of the meanings of the word “comrade” is “a person close to someone in terms of common views, activities, living conditions, etc., as well as a person who is friendly to someone”.
The word "citizen" is also used in everyday life. "Citizen! Don't break the rules of the road!" - it sounds strictly and officially, but from the appeal: “Citizen, stand in line!” it blows cold and a long distance between those who communicate. Unfortunately, gender-based appeals are most often used: “Man, move over!”, “Woman, remove the bag from the aisle!” In speech communication, in addition, there are historically established stereotypes. These are the words "sir", "madame", "sir" and plural"gentlemen", "ladies". In business circles, the address "mister" is used.
When using any form of address, it should be remembered that it must demonstrate respect for the person, take into account gender, age and the specific situation. It is important to feel exactly who we are talking to.
How to address colleagues, subordinates, manager? After all, the choice of treatment in official relations is rather limited. The official forms of address in business communication are the words "master" and "comrade". For example, “Mr. Director”, “Comrade Ivanov”, that is, after the words of the appeal, it is necessary to indicate the position or surname. You can often hear how a manager addresses a subordinate by his last name: "Petrov, bring me a report for the first quarter." Agree that such an appeal has a connotation of disrespectful attitude of the leader to the subordinate. Therefore, such an appeal should not be used, it is better to replace it with a patronymic name. Addressing by name and patronymic corresponds to the Russian tradition. This is not only a form of address, but also a demonstration of respect for a person, an indicator of his authority, his position in society.
A semi-formal address is an address in the form of a full name (Dmitry, Maria), which involves using both the appeal "you" and "you" in a conversation. This form of address is infrequent and can set up interlocutors for a strict tonality of the conversation, for its seriousness, and sometimes means dissatisfaction with the speaker. Usually such a treatment is used by the elders in relation to the younger ones. In official relations, you should always refer to "you". While maintaining the formality of relations, strive to bring an element of goodwill and warmth into them.
It is necessary to observe delicacy so that any appeal does not turn into familiarity and familiarity, which are typical when addressing only by patronymic: “Nikolaich”, “Mikhalych”. An appeal in this form is possible from an elderly subordinate, most often a worker, to a young boss (foreman, foreman). Or, conversely, a young specialist turns to an elderly worker: "Petrovich, try to finish the work by lunchtime." But sometimes such an appeal carries a shade of self-irony. With this form of conversation, the appeal to "you" is used.
In business communication, great importance is attached to transitions in address from “you” to “you” and vice versa, the transition from official address to semi-official and everyday. These transitions betray our relationship to each other. For example, if the boss always addressed you by your first name and patronymic, and then, having called you into his office, suddenly turned by your name, we can assume that a confidential conversation is ahead. And vice versa, if in the communication of two people who had an address by name, the first name and patronymic are suddenly used, then this may indicate a strained relationship or the formality of the upcoming conversation.
An important place in business etiquette is occupied by a greeting. Meeting each other, we exchange phrases: “Hello”, “Good afternoon (morning, evening)”, “Hi”. People celebrate a meeting with each other in different ways: for example, the military salute, men shake hands, young people wave their hands, sometimes people hug when they meet. In greeting, we wish each other health, peace, happiness. In one of the poems, the Russian Soviet writer Vladimir Alekseevich Soloukhin (1924-1997) wrote:
Hello!
Bowing, we said to each other,
Although they were complete strangers. Hello!
What special topics did we say to each other?
Just "Hello", we didn't say anything else.
Why did a drop of sun increase in the world?
Why did life become a little more joyful?
We will try to answer the questions: “How to greet?”, “Whom and where to greet?”, “Who greets first?”
Entering the office (room, reception) it is customary to greet the people there, even if you do not know them. The youngest, a man with a woman, a subordinate with a boss, a girl with an elderly man greet first, but when shaking hands, the order is reversed: the elder, the boss, the woman gives the first hand. If a woman confines herself to a bow when greeting, then a man should not extend his hand to her. It is not customary to shake hands over a threshold, a table, through any obstacle.
Greeting a man, a woman does not get up. When greeting a man, it is always recommended to get up, except when it may disturb others (theatre, cinema) or when it is inconvenient to do so (for example, in a car). If a man wants to emphasize a special disposition towards a woman, then when he greets him, he kisses her hand. The woman puts her hand with the edge of her palm to the floor, the man turns her hand so that it is on top. It is recommended to lean towards the hand, but it is not necessary to touch it with your lips, while remembering that it is better to kiss the lady’s hand indoors and not outdoors. The rules to greet each other are valid for all peoples, although the forms of manifestation can vary significantly.
A prerequisite for business contact is the culture of speech. Cultural speech is, first of all, correct, competent speech and, in addition, the right tone of communication, manner of speaking, and precisely chosen words. The more lexicon(lexicon) of a person, the better he speaks the language, knows more (is an interesting conversationalist), more easily expresses his thoughts and feelings, and also understands himself and others.
Monitor the correct use of words, their pronunciation and stress;
Do not use turns containing extra words (for example, “absolutely new” instead of “new”);
Avoid arrogance, categorical and arrogant. The habit of saying "thank you", politeness and courtesy, the use of appropriate language and the ability to dress appropriately are among the valuable traits that increase the chance of success.
3. Appearance of a person
They are greeted by clothes, escorted by mind. Russian folk wisdom
One often hears that one cannot draw a conclusion about a person from the first impression. However, according to psychologists, in 85 cases out of 100 people build their attitude towards another person on the basis of an external impression. Features of a person's appearance inform us about age, social, national and professional affiliation. That is why both spoken words and appearance are important in communication.
Since ancient times, people have strived for perfection. The ability to make an image (image) for oneself, to create confidence in oneself and others in one's own attractiveness and bright individuality is an art that has been comprehended for centuries. A person learned to create his image with the help of clothes, makeup, hairstyles. Ability to dress appropriately life situations is a talent. An evening dress looks ridiculous in the daytime, and even if you come to a service in such an outfit, which you get to by public transport, this is a grotesque situation.
The main mistake, according to the recognized specialist in the field of business clothes J.T. Molloy, is too exaggerated value of its attractiveness and zealous adherence to fashion. Indeed, people, especially young people, forget that fashion offers a general direction, a faceless standard that does not emphasize individuality. In choosing clothes, it is important to be able to choose a wardrobe in accordance with your appearance, age, taste and situation, and not blindly follow fashion. A person must develop his own style of dress, because fashion is changeable, but style remains. You have probably noticed: the clothes are fashionable, fit well on the figure and your color, but do not please the eye, do not warm the soul - this means that the clothes do not fit into your style, do not match your image and character.
Fashion experts advise wearing what really adorns you, what makes you look elegant. An important condition for elegance is to take into account volumes when cutting clothes.
Body and proportions of its individual parts. Clothing is recommended to be selected in accordance with the type of figure and face. The main thing is to see the shortcomings of your silhouette and skillfully, with the help of clothes, correct them. Clothing is a kind of calling card that has a psychological effect on communication partners. It can say a lot about our personality and situation (see more in section 2.3).
To create an outwardly attractive image, a person uses makeup, which helps not only to refresh the face, but also to correct small individual flaws in its features. When using decorative cosmetics, it is necessary to take into account the general appearance of a person, the color of his skin, hair, eyes, clothes, facial contours, age, as well as the time and place where the person is (daily work, gala evening, disco, theater). Experts in the field of decorative cosmetics advise to adhere to the rules: “less is better than more”; “better without than clumsily.” Good makeup is inconspicuous makeup, which, as professionals say, should "fit well to the face."
So, you have fashionable clothes, impeccable makeup, but the wrong hairstyle, and you no longer make a worthy impression. Hair is a natural decoration that needs to be looked after daily. Hair makes a person attractive through the right choice of hairstyle. The hairstyle is chosen taking into account the figure of the person, the type of face and the shape of the head. Hairdressing professionals have developed recommendations on how, with the help of a good choice of hairstyle, you can divert attention from the stoop of the back and ugly neck.
All the details of your outfit - from shoes to hair clips - should be in harmony with each other.
An expensive, but unkemptly dressed person with an unpleasant smell and greasy hair sticking out in different directions is unlikely to cause sympathy. Neatness is the basic requirement of etiquette for appearance.
And you must always remember that outer beauty can only attract the attention of others, and in order to keep it, spiritual beauty is needed. An outwardly handsome, but rude, angry, uncultured person with a vulgar vocabulary and behavior makes an unpleasant impression.
4. Culture of telephone communication
The telephone is a convenient and efficient means of communication, without which it is impossible to imagine modern life. They exchange personal and official information by phone, arrange meetings, establish and develop business contacts. Mankind has been using the telephone for more than a century: in 1876, the first telephone set, still imperfect, but already recognized, was created.
A telephone conversation provides a two-way exchange of information regardless of distance. In a short time, the phone will connect you with a colleague from a neighboring department, with a subscriber on the other side of the ocean. But, as practice shows, it is necessary to prepare for a telephone conversation, especially a business one. For a civil servant, a business person, you need to learn to value your time (and the time of your interlocutor). Poor preparation, inability to succinctly and competently express one's thoughts takes from 20 to 30% of the working time of a modern civil servant. In addition, the culture of telephone communication is a means of forming your image with partners and the image of the institution in which you serve.
1. It is useful to keep a pen, notepad and calendar near the phone.
2. After the call, quickly pick up the handset. Do not “pick up” the handset during a call: the current in the electrical circuits rises sharply, which can lead to damage. Etiquette provides for the removal of the handset before the fourth ring of the phone, since the effect of telephone calls adversely affects the nervous system. Should not be removed handset"without looking", not looking up, as she can touch the contact lever and the connection will be interrupted.
3. The handset is off. The question arises: what is the first word to pronounce so that contact is established? There are no hard limits here. As a rule, the person answers: "Hello", "I'm listening", "Yes". It is believed that the first two options are preferable, since “yes” sounds dry and illogical, which can make it difficult to establish psychological contact. Often there are answers: "I'm listening to you", which sounds somewhat mannered, and the archaic version "At the phone" or "On the wire." All of the above answers are relevant at home. In business communication, it is preferable to use informative answers (who answered the phone and in which institution), while you should not call yourself and the company a tongue twister.
4. What to do if, during your conversation with a client, phone call? The rules of telephone etiquette and courtesy prescribe the following: apologize to the client, pick up the phone and, referring to being busy, ask to call back. Another option is also possible: write down the phone number of the caller and call him back as soon as you are free.
5. How to invite a colleague to the phone? “One minute” (“now”) ... Ivan Petrovich - you!” After that, the tube is transferred or gently, without knocking, is placed on the table. It is not recommended to invite you by shouting or demonstrating your cool relationship with a colleague: after the recall, “bang” the pipe on the table and say in a cold tone: “Ivanova!”
When calling someone who is absent from given time employee should not be limited to the answer: “He is not there” and throw the phone at the lever. It should be said; "He's not in now. It will be then. Maybe give him something?" If you are asked to do so, record the request and place the note on a colleague's desk. The answers sound very unfortunate: “He is not there, I don’t know where he is. Maybe leave your phone number. Moreover, you should not go into details: “Alla Viktorovna has not yet returned from lunch”, “Probably in the buffet (smoking room)”, etc.
6. Keep a business phone conversation short. For example, a Japanese company will not keep an employee for a long time who does not solve a business issue over the phone in three minutes.
The one who called ends the conversation, so it is not recommended that the person who received the call be impatient and strive to “curtail” the conversation. But what to do if the interlocutor is excessively talkative, distracts from the topic of conversation, focuses on details? There are many techniques to end a conversation with a verbose interlocutor without offending him and at the same time maintain courtesy and delicacy. Commonly used phrases are: “It’s very nice talking to you, but now I have to leave”, “I would like to talk to you again, but I have very urgent business”, “I was very glad to hear from you, but I need to go to a business meeting” and etc.
7. It is important that a business telephone conversation be conducted in a calm, polite tone. During a conversation, it is necessary to create an atmosphere of mutual respect, which is facilitated by a smile. The interlocutor does not see it, but feels it. Voice, timbre, intonation and tone can say a lot about you. According to psychologists, intonation and tone of conversation carry up to 40% of information. Speaking on the phone, we can inspire confidence in the interlocutor or, conversely, hostility.
It is recommended to speak evenly, restrain your emotions and not interrupt the speech of the interlocutor. If your interlocutor speaks in a harsh manner, is prone to disputes, then be patient and do not answer him in the same way, do not object directly.
8. Never talk on the phone with your mouth full. not allowed during telephone conversation chew, drink and talk with employees at the same time.
9. The telephone exacerbates the shortcomings of speech, so it is recommended to monitor the pronunciation of numbers, proper names and surnames. In a conversation, it is better not to use specific, professional terms that may be incomprehensible to the interlocutor. Jargon and expressions such as “go”, “frets”, “good”, “bye”, etc. are not allowed.
10. Since the telephone interlocutors do not see each other, they must confirm their attention (in the case of a long conversation alone) with remarks: “Yes, yes”, “I understand” ... If an unexpected pause occurs in a telephone conversation, then you can clarify: “ How can you hear me?”, “Do you disagree?” and so on. In case of deterioration of audibility, it is quite reasonable to call back one of the interlocutors. If the telephone connection is interrupted, then the initiator of the conversation calls back.
You should end the conversation on time to avoid satiety with communication, which is expressed in unreasonable discontent and resentment of partners, and sometimes in irritability. At the end of the conversation, you need to thank for the call or the information received (news). “Goodbye, thanks for calling”, “It was nice talking to you”, etc.
What to do in the first place, where to start and how to behave if you have to call?
I. Determine the purpose of the telephone conversation (maybe it is not important and not needed). Unnecessary conversations disrupt the working rhythm and interfere with the work of those who are nearby. If you have determined the purpose and tactics of conducting a telephone conversation, then draw up a conversation plan, sketch out a list of issues that you would like to solve, as this will allow you not to lose sight of the main thing and make the conversation logical and concise. As the analysis of telephone conversations shows, up to 40% are repetitions of words and phrases.
2. The number is dialed. Try to interest the interlocutor with the first phrase. At first, according to the etiquette of a telephone conversation, it is advisable to name yourself and say hello, for example: “Ivanova Maria Sergeevna. Hello (good afternoon)." Before asking the person you need to the phone, wait for the answer “Hello” on the other end of the wire, and then say: “Please, call Pyotr Petrovich.” The phrases “Who is this?”, “Where did I get to?” Are unacceptable. and so on. If the subscriber does not answer your call, remember that they hang up on the 5th signal and the call is repeated later.
3. A call on the home phone to a colleague for a business conversation can only be justified by a serious reason. Calls to the apartment after 10 p.m. and before 8 a.m. (up to 10 a.m. on weekends) are considered a violation of the rules of etiquette.
4. Failure to fulfill the promise to call back is considered a violation of etiquette. If you promised, you must definitely call, otherwise you will create a reputation for yourself as a frivolous person.
5. Business conversation
In business relations, a lot depends on personal meetings, conversations, meetings. The advantage of conversation is undeniable, since business relationships initiated in a letter or by phone develop in personal contacts. During personal meetings, partners use all the richness of human communication: speech, gestures, facial expressions, movements and personal impact.
What could be easier than a conversation? We met and talked. However, spontaneity is typical for everyday conversations - on the street, at home, in between work.
A completely different approach is needed to a business conversation, which has its own patterns and traditions. A business conversation requires careful preparation and is based on ethical norms and rules.
The leading element in the preparation of a business conversation is planning, i.e. definition of the purpose of the meeting and development of strategy and tactics to achieve the goal. Experts recommend that you think over the possible course of the upcoming conversation, as a future opponent, check the effectiveness of your arguments (see Section 6.1), the logical connection of the wording and predict the reaction of the interlocutor (the interlocutor can be a subordinate, business partner or colleague).
Of great importance right choice places for a conversation, while it must be remembered that there should not be strangers in the room, and the interior of the room should help improve the emotional state and relieve fatigue and tension of partners.
As a rule, they agree on a conversation two or three days in advance. This allows you to foresee its possible course, to think over the main details. If the person invited to the conversation is not an employee of your organization, then it is necessary to explain to him how best to get to the meeting place and, if necessary, issue a pass in advance. The secretary must be notified of the meeting, know the name of the invitee and be the first to greet him.
A business conversation consists of several stages;
Transfer of information (statement of one's position) and argumentation;
Listening to the arguments of the interlocutor and responding to them;
Making decisions.
The beginning of the conversation affects its entire further course; tasks initial stage are establishing contact with a partner, creating a favorable atmosphere of mutual trust and respect, as well as attracting attention and awakening interest in the problem.
Whether the atmosphere of the meeting will be friendly and businesslike depends on your punctuality, because a visitor who has been waiting for you for half an hour in the reception area is unlikely to be friendly.
It is advisable to stand up to meet the guest, and even better to meet him at the door of the office, shake hands and tell him where to hang his outerwear (if the secretary did not do this in the reception room). In order for the conversation to go "on an equal footing", it is recommended to conduct a conversation not at the desktop. It is best to sit opposite each other. A good host will always offer tea or coffee to the guest, and in hot weather - soft drinks. It is advisable to put a clock nearby so that everyone can see how long the conversation is going on, since looking at your watch during a conversation is considered indecent and can be taken as a signal to end the conversation.
It is better to address the interlocutor by name and patronymic and repeat this several times during the further conversation. Dale Carnegie (1888-1955), an American human relations specialist, argued that a person's name is the sweetest and most important sound in any language.
Try to encourage the interlocutor and win him over with the first phrases and questions that may not be directly related to the topic of conversation.
At the beginning of a conversation, eye contact is an important signal of establishing contact, since the look is a powerful means of non-verbal communication. In general, the ability to "read" non-verbal signals in the behavior of the interlocutor can greatly facilitate the understanding of the partner. From the very beginning, the conversation should take the form of a dialogue. It is very important to learn to listen to the interlocutor without interrupting him, while you need to behave naturally, be honest, not play with a partner and not fawn. In addition, it is unacceptable to vent your bad mood on your interlocutors. Remember that your kindness and focus will help a person to open up, especially if he is overwhelmed with negative emotions or shy and insecure.
During the conversation, it is recommended to use short, neutral remarks: “Go on, it’s very interesting!”, “I understand you”, which relieve tension and help to continue the conversation, as well as clarifying remarks: “What do you mean?”, “What do you think? » etc., helping to lead the conversation in the right direction.
A conversation with a business partner, colleague or subordinate excludes the manifestation of any tactlessness: a dismissive tone, cutting off the interlocutor in mid-sentence, demonstrating one's superiority.
At the final stage of a business conversation, a final decision is made, which must be stated clearly, clearly, and convincingly. The end of the conversation should stimulate the implementation of the decisions made and lay the foundation for further meetings. It is necessary to thank the partner for the conversation and express confidence in the success of future cooperation. Psychologists emphasize the importance of a farewell glance, when the owner of the office keeps his eyes on the interlocutor, demonstrating attention to the partner and interest in further cooperation with him.
6. Business correspondence
It is impossible to imagine the activity of a business person without working with documents. It is estimated that some categories of employees of the administrative apparatus spend from 30 to 70% of their working time on compiling official documents and working with them.
Business correspondence is important part business etiquette, "communication in miniature". It helps to establish strong ties with the consumer, improve the relationship of various services, as well as increase the turnover of the enterprise, firm.
Jen Yager in her book "Business Etiquette" noted that the quality of a business text consists of four components: thought, intelligibility, literacy and correctness.
When compiling business letter the following requirements must be observed;
The performer must clearly imagine the message he wants to convey, and know exactly how to express it in an understandable, concise and accessible form;
The letter should be simple, logical, specific and free from ambiguity. Laconic letters, written in monosyllabic words, characterize the writers as good interlocutors who know the art of communication. Phrases should be easy to read, it is undesirable to use a large number of participles and participles;
The letter should be drawn up on only one issue, while its text should be divided into paragraphs, each of which addresses only one aspect of this issue;
The letter must be convincing and sufficiently reasoned;
The letter should be written in a neutral tone, the use of metaphors and emotionally expressive phrases is undesirable;
The volume of a business letter should not exceed two pages of typewritten text;
From the point of view of grammar, a business letter must be impeccable, since spelling, syntactic and stylistic errors make a bad impression and irritate the addressee;
A business letter should be correct, written in a polite tone.
In business correspondence, it should be remembered that the perception of a letter depends not only on the content, but also on the envelope and letterhead of the company. Lettering paper should be good quality, and the color of the paper - light: white, light gray, cream, etc. At the top or side of the sheet, in small letters, the name of the organization should be printed, possibly its emblem or logo (the verbal form of a trademark), and in some cases, the name and surname of the employee and, perhaps, his position. In addition, business letters can be written on plain postal paper. The question of whether it is advisable to give an employee the right to use paper, which indicates not only the name of the company, but also the name and position of the employee, is decided by the management of the organization.
An American specialist in the field of business writing, R. Tepper, believes that correctly composed business letters are built according to the same scheme. The opening lines grab attention, the one or two sentences that follow arouse the reader's interest, then the request is made in two paragraphs, and the last part forces the reader to act.
The textbook "Psychology and Ethics of Business Communication" 1 provides an example of a business letter drawn up according to this scheme.
Attention: “Dear (th) _____________________
I want to tell you something important (interesting)"
Interest: “We (I) offer you something that can significantly improve your life ...”
Request: “We need the help of people who are ready to invest at least ... in a noble, patriotic cause ...”
Action: "We invite you to join thousands of good people..."
Remember that the request must be formulated in such a way that the addressee has a limited choice of options, since the fewer options, the greater the likelihood of success. The use of standardized verbal expressions not only eliminates the unnecessary emotional tone of the letter, but is also an expression of business courtesy.
The following types of business letters are most commonly used in business.
1. Resume and letter of application for employment.
4. Letter of refusal.
5. Letter of inquiry on the progress of the execution of the case (agreements
transactions, etc.).
6. Reminder letter.
7. Notice letter.
8. Letter of thanks.
A business letter should always be signed by hand. The question of sending a letter by fax or in an envelope by mail is decided depending on the circumstances and the desire of the business partners. All letters must be answered, even if it is negative or difficult, and the deadlines for the response must be met.
In addition to business correspondence running between organizations, there is also intra-organizational correspondence.
The letter should be concise;
The date must be entered;
The letter must not contain slanderous fabrications;
Must be legible signature.
7. Business card in business life
IN modern conditions it is difficult to imagine business life without a business card that has its own history. So, for example, in pre-revolutionary Russia business cards were quite common.
Business cards are of the following types:
Standardized business card of an employee of the company (organization);
Representative card of an employee of the company;
Business card of the company;
Family business card;
Other business cards
A typical business card of an employee contains: last name, first name, position of the employee, his authority, office phone (several office phone numbers are possible), company name, postal address, as well as secretariat phone, telefax and telex. Sometimes, for some types of positions, for example, for an insurance agent, a home phone number is indicated.
In the second type of business card, only the last name and first name are indicated. Such cards are exchanged at the first meeting, when the need for information about the company, position and occupation of the cardholder has not yet arisen.
The business card of the company appeared relatively recently and, as a rule, is used for advertising purposes. It indicates the full official name of the company, its logo, postal address and Internet address, telephone numbers of the secretariat, sometimes the public relations and advertising departments, as well as the direction of the company. Sometimes it may contain addresses and phone numbers of branches abroad. Business cards of the company are exchanged during the presentation, at exhibitions-fairs.
A family business card can also be used in business life, for example, when meeting heads of families who are on field trips or vacations at the expense of the company. If the company sends its employees with their families to work in foreign branches, then it is desirable to have such a card. The name and surname of the head of the family (without indicating the position held), the name and surname of his wife, the names of children, home address and telephone number are indicated on the family business card.
In a business acquaintance, the exchange of business cards is a mandatory part. They hand it in such a way that the text of the card is immediately read, while the owner of the business card should pronounce his last name aloud to make it easier for the partner to remember it. The person who received the card should, holding it in his hand, read its contents, thank him and put it in a case or in the inside pocket of his jacket; women can put it in their purse. Do not put your business card in an outside pocket. A business card is handed and accepted with the right hand. The first to present his business card is the junior in position, if the positions are equal, then the youngest in age. If the business meeting takes place abroad, then the "hosts" business cards are the first to be handed over, i.e. host representatives. Other people's business cards cannot be used for writing, crumpled, folded and twirled in your hands. This is perceived as a sign of disrespect and neglect.
A business card can perform the function of a letter, for example, it allows you to express gratitude. For this, a card with the letters P.R. is sent. (from French pourremercier - "to thank"), the cards sent are sealed in a regular envelope.
In world business practice, the following rules for the design of business cards, adopted in secular etiquette, apply:
The paper should be thick, high quality, approximately 5 x 8 cm in size (however, the size and font of the business card are not regulated, they depend on local practice and the taste of the owner);
The paper must be white or light in color;
The text should be simple, easy to read, the font should be black, without gold plating, “ornaments” and various exotic shades. The simpler the card, the more elegance and dignity it has.
The business card must be printed in Russian, and on the back - in English, French or the language of the host country.
The procedure for exchanging business cards in Japan is extremely important. A business card represents a "portrait" of a particular person and therefore it must be handled with care.
8. Business Protocol
Business protocol is the rules that regulate the procedure for meetings and seeing off, conducting conversations and negotiations, organizing receptions, formalizing business correspondence, etc.
In the previous sections, you got acquainted with the rules for conducting conversations (see section 6) and the design of business correspondence (see section 7). In this section, we will talk about the etiquette of the first meeting of business people, on which the emergence of sympathy or antipathy depends. After all, negative emotions caused by the first impression can cause a breakdown in negotiations.
If you have to meet business partners from abroad, try not to miss even the little things. First you need to place guests in the car. The main guest should be seated in the back seat diagonally from the driver, and an employee who welcomes guests can sit next to the driver. Sometimes men offer a woman to take a seat next to the driver, emphasizing their respect, but a woman should not do this.
How should you get into the car? Neither a man nor a woman is recommended to get into the car "from the head." The woman, approaching the car, opens the door, sits sideways, and then transfers both legs to the floor of the car. To get out of the car, she turns in her seat, puts her feet on the ground, and then, holding on with her left hand, stands up and lifts her entire body. The male style of landing is the simultaneous transfer of oneself into the car with one leg and torso (although a woman in trousers is not forbidden to adopt a male landing).
The delegation that arrived at the place is met by the “owner of the cabinet”, who, after an exchange of hands, invites everyone to the negotiating table. The leaders of the two sides sit opposite each other, with deputies sitting on the right, interpreters on the left, and the rest of the negotiators sit at random.
You should not talk about the case right away, it is better to start a conversation with a few secular issues: how we arrived, how we settled in the hotel, ask if there are any requests, problems, etc. After that, the parties need to introduce themselves using business cards (see section 8), and then start a dialogue. At the end of the meeting (after the protocol has been signed and all the formalities have been completed), the “owner of the cabinet” is the first to get up and go to the place where he met the delegation. The person in charge of the delegation must lead them out of the office and escort them to the next destination or to the car and take them to a dinner or reception organized by the firm.
Business receptions have a freer, more relaxed atmosphere than a business meeting or business negotiations. They serve to conclude mutually beneficial agreements and, in addition, allow us to celebrate the anniversary of the company, expand the scope of activities, and achieve significant financial results. The participation of employees in a business reception is not just a pastime, but the performance of official duties.
Distinguish between business receptions held with the presence of seats (i.e., reception participants are sitting) and without seats (i.e., reception participants are standing). Business receptions are divided into daytime (working breakfast, breakfast) and evening (cocktail, glass of champagne, lunch).
According to the rules of etiquette, invitations are sent to business receptions, which are printed on good quality paper, white or any light shade. It is necessary to use a strict font, the text must be printed clearly and legibly in compliance with the rules of etiquette and with the use of mandatory "politeness formulas".
Conclusion
Moral norms receive their ideological expression in commandments and principles on how one should behave.
The Gospel of Matthew says: “Therefore, in everything you want people to do to you, so do you to them” (ch. 7, v. 12). One of the main elements of the culture of business communication is moral behavior.
The moral life of a person and society is divided into two levels: on the one hand, what is: being, mores, actual everyday behavior; on the other hand, what should be: due, ideal pattern of behavior.
Often in business relations we encounter contradictions between what is and what should be. On the one hand, a person seeks to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the realization of which is often associated with a violation of moral standards. Therefore, studying the course of business culture and the psychology of communication is necessary in order to know how to act in business relations.
Literature
1. Alekhina Iya Image and etiquette of a business person. – M.: Delo, 2001.
2. Huseynov A. A., Irlits G. Brief history of ethics. - M.: Thought, 1987.
3. Botavina R.N. Ethics of business relations. -M.: Finance and statistics, 2001.
4. Kovalchuk A.S. Fundamentals of imageology and business communication. - Rostov-on-Don, "Phoenix", 2003.
5. Lee Se Un. International business: strategy and management. - M.: Nauka, 1996.
6. Roger A. Art of management. - M., 2000.
7. Ozhegov S. I. Dictionary of the Russian language. - M.: Russian language, 1988.
8. Psychology and ethics of business communication / Ed. V.N. Lavrinenko. - M., 1997.
9. Roger A. Business etiquette. -M., 2000.
10. Shkatova L.A. Etiquette forms of business communication: Methodical development. Chelyabinsk, 1992.
11. Yager J. Business etiquette. How to survive and succeed in the business world: Per. from English. - M., 1994.
Ozhegov S.I. Dictionary of the Russian language. - M.: Russian language, 1988. - S. 652.
England and France are usually called: "the classical countries of etiquette." However, they cannot be called the birthplace of etiquette. Rudeness of morals, ignorance, worship of brute force, etc. in the 15th century they dominate both countries. One can not talk about Germany and other countries of Europe at that time, only Italy of that time is an exception. The ennoblement of the morals of Italian society begins already in the XIV century. Man passed from feudal mores to the spirit of modern times, and this transition began in Italy earlier than in other countries. If we compare Italy of the 15th century with other peoples of Europe, then it immediately catches the eye more high degree education, wealth, the ability to decorate your life. And at the same time, England, having finished one war, is drawn into another, remaining until the middle of the 16th century a country of barbarians. In Germany, the cruel and implacable war of the Hussites raged, the nobility was ignorant, fist law prevailed, the resolution of all disputes by force. France was enslaved and devastated by the British, the French did not recognize any merit other than military, they not only did not respect science, but even all scientists the most insignificant of people.
In short, while the rest of Europe was engulfed in civil strife, and feudal orders were still in full force, Italy was a country new culture.This country deserves to rightly be called the birthplace of etiquette.
The concept of etiquette
The established norms of morality are the result of a long process of establishing relationships between people. Without observance of these norms, political, economic, cultural relations are impossible, because it is impossible to exist without respecting each other, without imposing certain restrictions on oneself.
Etiquette is a word of French origin, meaning demeanor. It includes the rules of courtesy and politeness adopted in society.
Modern etiquette inherits the customs of almost all peoples from hoary antiquity to the present day. Basically, these rules of conduct are universal, since they are observed not only by representatives of a given society, but also by representatives of the most diverse socio-political systems 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 - a strictly regulated procedure and forms of treatment established at the courts of monarchs;
- - diplomatic etiquette - rules of conduct for diplomats and other officials in contact with each other at various diplomatic receptions, visits, negotiations;
- -military etiquette - a set of rules, norms and manners of behavior of military personnel generally accepted in the army in all areas of their activity;
- General civil etiquette - a set of rules, traditions and conventions observed by citizens when communicating with each other.
Most of the rules of diplomatic, military and general civil etiquette coincide to some extent. The difference between them is that the observance of the rules of etiquette by diplomats is given greater value, since deviation from them or violation of these rules can cause damage to the prestige of the country or its official representatives and lead to complications in the relations between states.
As the conditions of human life change, the growth of formations and culture, some rules of behavior are replaced by others. What used to be considered indecent becomes generally accepted, and vice versa. But the requirements of etiquette are not absolute: their observance depends on the place, time and circumstances. Behavior that is unacceptable in one place and under one circumstance may be appropriate in another place and under other circumstances.
The norms of etiquette, in contrast to the norms of morality, are conditional, they are, as it were, the nature of an unwritten agreement about what is generally accepted in people's behavior and what is not. Every cultured person should not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Manners largely reflect the internal culture of a person, his moral and intellectual qualities. The ability to behave correctly in society is very important: it facilitates the establishment of contacts, contributes to the achievement of mutual understanding, creates good, stable relationships.
It should be noted that a tactful and well-mannered person behaves in accordance with the norms of etiquette not only at official ceremonies, but also at home. Genuine politeness, which is based on benevolence, is determined by an act, a sense of proportion, suggesting what can and cannot be done under certain circumstances. Such a person will never violate public order, will not offend another by word or deed, will not offend his dignity.
Unfortunately, there are people double standard behavior: one - in public, the other - at home. At work, with acquaintances and friends, they are polite, helpful, but at home they do not stand on ceremony with relatives, are rude and not tactful. This speaks of a low culture of a person and a bad upbringing.
Modern etiquette regulates the behavior of people at home, at work, in public places and on the street, at a party and at various official events - receptions, ceremonies, negotiations.
So, etiquette is a very large and important part of human culture, morality, morality, developed over many centuries of life by all peoples in accordance with their ideas of goodness, justice, humanity - in the field of moral culture and beauty, order, improvement, everyday expediency - in areas of material culture.
Good manners
One of the basic principles modern life is the maintenance of normal relations between people and the desire to avoid conflicts. In turn, respect and attention can be earned only with respect for courtesy and restraint. Therefore, nothing is valued by the people around us as dearly as politeness and delicacy. But in life we often have to deal with rudeness, harshness, disrespect for the personality of another person. The reason here is that we underestimate the culture of human behavior, his manners.
Manners - a way to keep oneself, an external form of behavior, treatment of other people, expressions used in speech, tone, intonation, a walk characteristic of a person, gestures and even facial expressions.
In society, modesty and restraint of a person, the ability to control one's actions, to communicate carefully and tactfully with other people are considered good manners. It is customary to consider bad manners habits of speaking loudly, not embarrassed in expressions, swagger in gestures and behavior, slovenliness in clothes, rudeness, manifested in frank hostility to others, in disregard for other people's interests and requests, in shamelessly imposing one's will and desires on other people, in the inability to restrain one's irritation, in the deliberate insult to the dignity of the people around, in tactlessness, foul language, the use of humiliating nicknames nicknames.
Manners refer to the culture of human behavior and are regulated by etiquette. Etiquette implies a benevolent and respectful attitude towards all people, regardless of their position and social status. It includes courteous treatment of a woman, respectful attitude towards elders, forms of addressing elders, forms of address and greetings, rules of conversation, table manners. In general, etiquette in a civilized society coincides with the general requirements of politeness, which are based on the principles of humanism.
A prerequisite for communication is delicacy. Delicacy should not be excessive, turn into flattery, lead to unjustified praise of what you see or hear. It is not necessary to hide hard that you are seeing something for the first time, listening to it, tasting it, fearing that otherwise you will be considered ignorant.
Politeness
Everyone knows the expressions: "cold politeness", "icy politeness", "contemptuous politeness", in which the epithets added to this wonderful human quality not only kill its essence, but turn it into its opposite.
Emerson defines politeness as "the sum of small sacrifices" that we bring to those around us with whom we enter into certain life relationships.
Unfortunately, the beautiful statement of Cervantes is completely erased: "Nothing costs so little and is not valued so dearly as politeness." True politeness can only be benevolent, since it is one of the manifestations of sincere, disinterested benevolence towards all other people with whom a person has to meet at work, in the house where he lives, in public places. With workmates, with many acquaintances in everyday life, politeness can turn into friendship, but organic benevolence towards people in general is an obligatory basis for politeness. A true culture of behavior is where a person's actions in all situations, their content and external manifestation follow from moral principles morality and conform to them.
One of the main elements of politeness is the ability to remember names. Here is how D. Carnega says about it. "Most people don't remember names for the reason that they don't want to spend time and energy focusing, solidifying, imprinting those names indelibly on their memory. They make excuses for themselves that they are too busy. However, they are hardly more busy than Franklin Roosevelt, and he found time to remember and, on occasion, even recall the names of the mechanics with whom he had to come into contact ... F. Roosevelt knew that one of the simplest, most intelligible and most effective ways to win the favor of those around you is to remember their names and instill in them the consciousness of their own significance.
Tact and sensitivity
The content of these two noble human qualities, attention, deep respect for the inner world of those with whom we communicate, the desire and ability to understand them, to feel what can give them pleasure, joy, or vice versa, cause them irritation, annoyance, resentment. Tact, sensitivity is also a sense of proportion that should be observed in conversation, in personal and official relationships, the ability to feel the boundary beyond which, as a result of our words and actions, a person experiences undeserved resentment, grief, and sometimes pain. A tactful person always takes into account specific circumstances: the difference in age, gender, social status, the place of conversation, the presence or absence of strangers.
Respect for others is a prerequisite for tact, even between good comrades. You probably had to deal with a situation when at a meeting someone casually throws "nonsense", "nonsense", etc. during the speeches of his comrades. Such behavior often becomes the reason that when he himself begins to speak out, even his sound judgments are met with a chill by the audience. They say about such people:
"Nature gave him so much respect for people that he only needs it for himself." Self-respect without respect for others inevitably degenerates into self-conceit, swagger, arrogance.
The culture of behavior is equally obligatory on the part of the lower in relation to the higher. It is expressed primarily in an honest attitude to one's duties, in strict discipline, as well as in respect, courtesy, tact in relation to the leader. The same is true for colleagues. Demanding respect for yourself, ask more often a question: Do you answer them the same.
Tact, sensitivity also imply the ability to quickly and accurately determine the reaction of interlocutors to our statements, actions, and, if necessary, self-critically, without a sense of false shame, apologize for the mistake made. This will not only not lower your dignity, but, on the contrary, will strengthen it in the opinion of thinking people, showing them your exceptionally valuable human trait - modesty.
Practical work
By discipline: Service culture
Completed:
3rd year student of OP-3.1 Zheleznyak K.S.
Checked by: Tsygankova E.V.
Khabarovsk
Topic 1. What does it mean to be tactful in business communication
Business conversation is, first of all, communication, i.e. exchange of information that is significant for the participants in the communication. To succeed in negotiations, you must master their subject to perfection. And although specialists of various professions usually participate in negotiations, high competence is required from each.
Business conversation- communication, in which the characteristics of the personality, character, age, mood of the interlocutor are taken into account, but the interests of the case are more significant than possible personal differences.
Business Communication Code is the following sequence:
1. the principle of cooperativeness: "your contribution should be the one required by the jointly adopted direction of the conversation";
2. the principle of information sufficiency - "say no more and no less than what is required at the moment";
3. the principle of information quality - "do not lie";
4. the principle of expediency - "do not deviate from the chosen topic, be able to find a solution";
5. "express the idea clearly and convincingly for the interlocutor";
6. "know how to listen and understand the right thought";
7. "be able to take into account the individual characteristics of the interlocutor for the sake of the interests of the case."
If one interlocutor is guided by the principle of "politeness" and the other by the principle of "cooperativeness", they can get into ridiculous, ineffective communication. Therefore, the rules of communication must be respected and agreed upon by all participants in the communication.
Communication tactics- implementation in a specific situation of a communicative strategy based on the possession of techniques and knowledge of the rules of communication. Communication technique is a set of specific communication skills: speaking and listening.
According to the theory of the American psychologist A.Kh. Maslow, people can achieve high results in business communication if they treat themselves and others as unique individuals. For them, activity is primary and the role that they play in it is secondary. Their personal qualities are honesty and sincerity. They are susceptible to various events, manifestations of other people's lives. They are the masters of their lives, they believe in themselves, they are not afraid of difficulties, they are ready to follow the saying of the ancients: “Blessed are the difficulties, for we grow by them.”
And, conversely, for a person whose goal is to control the situation, the case takes a secondary place. He does not value himself and the people around him, in whom he sees only objects of manipulation. For manipulators, the main means are: lies, falsehood, slander, fraud, blackmail, adventurism. They act out roles, performances that are supposed to impress.
Conclusion: To be tactful in business communication means to be literate in communication, calm, polite. Be able to convey your thoughts carefully, trying not to offend anyone around. It is very important to understand when the other person starts talking.
Topic 2. Why Italy is called the birthplace of etiquette
Italians are considered to be cheerful and cheerful. They are naturally very inquisitive and show great interest in other people's customs. They love to read and listen to stories about the life of other peoples and often go on vacation abroad in order to once again verify what they already know: their own country is the best in the world, because it has everything necessary for life: sun, wine , food and football.
Italians love their native places very much and hardly break away from them. Most regions have their own local dialect, which differs significantly from Italian both structurally and lexically. The inhabitants of Italy, first of all, consider themselves and each other Romans, Milanese, Sicilians or Florentines, and only then Italians. "Where are you from?" - for the Italian is not an idle question, it requires a detailed answer. The Italian knows exactly where he comes from.
Italians are very well-mannered people and have good manners. The words "thank you", "please" can be heard in Italy at every turn. They attach great importance to greetings, which are always accompanied by handshakes and kisses. In this way, they express stormy joy at meeting acquaintances, even if they parted with them quite recently.
The Italian will certainly kiss you on both cheeks, and this is also accepted among men. And the handshake carries a certain symbol: it shows that the hands reaching out to each other are unarmed.
When meeting with acquaintances in Italy, it is customary to first ask about the health of children, and then about their well-being. Italians are very friendly, they often call each other "dear, dear" and "dear, dear" even with a hat acquaintance.
The word "chao" in Italy is a universal form of both greeting and farewell. Strangers are called "signor" and "signora". A woman is said to be "signora" even though she is in fact a "signorina" (unmarried).
When communicating, they often use professional titles. “Doctor” is not necessarily a doctor, but any person with a higher education, “professors” are called all teachers, and not just university teachers, “maestro” is called not only conductors and composers, but also people of other specialties, even swimming coaches , "engineer" is a very honorific title reflecting the high status of people with an engineering background.
Italians do not often say "I'm sorry": if they do not feel guilty, then there is nothing to apologize for.
In Italy, punctuality is not considered a mandatory quality, and time is always given as an approximation. Not that being late in Italy is welcomed, but in any case, they are tolerated. It is permissible to be late for 15 minutes, and it is already unacceptable to be late for half an hour.
Italians pay a lot of attention to their appearance. Italians always notice how others are dressed, especially foreigners (in their opinion, they are all poorly dressed).
Italians are generous people, but their generosity must be treated with caution, since no gift is made in Italy without intent. The life and power of Italians is based on a system of gifts and favors. If you accepted a gift from an Italian, this means that you will have to repay the donor with some kind of service. Therefore, if one Italian threw another to the station or arranged for a good ophthalmologist, sooner or later he will demand a reward.
Conclusion: The "classic countries of etiquette" are usually called England and France. However, this opinion is valid only for an era closer to our time. If, however, we are transported to an era more distant from our days, three hundred years ago, i.e. to the 15th century, and different sources who have no doubt the reliability of historical documents, if we carefully follow the political and social life of these two countries in that era remote from us, then we will be convinced that three centuries ago even the high society of England and France was still far from everything that called etiquette. Roughness of morals, ignorance, worship of brute force, wild arbitrariness and the like negative qualities in the 15th century dominated both of these countries. There is nothing to say about Germany and other countries of the then Europe. Only Italy is an exception. This country deserves to rightly be called “the birthplace of etiquette”.
In Italy, along with education and the fine arts, earlier than in any other country in Europe, the rules of secular decency, elegant manners and etiquette began to develop and improve.
Being in society, we cannot but obey certain rules and principles, because this is the key to comfortable coexistence with others. Almost every resident modern world familiar with such a word as "etiquette". What does it mean?
The first origins of etiquette
Etiquette (from the French Etiquette - label, inscription) is the accepted norms of behavior of people in society, which should be followed in order to avoid awkward situations and conflicts.
It is believed that the concept of "good manners" arose in ancient times, when our ancestors began to unite in communities and live in groups. Then there was a need to develop a certain set of rules that would help people control their behavior and get along together without resentment and disagreement.
Women respected their husbands, earners, the younger generation was brought up by the most experienced members of the community, people worshiped shamans, healers, gods - all these are the first historical roots that laid the meaning and principles of modern etiquette. Before his appearance and formation, people were disrespectful to each other.
Etiquette in Ancient Egypt
Even before our era, many famous people tried to come up with their most diverse recommendations on how a person should behave at the table.
One of the popular and famous manuscripts in the III millennium BC, which has come down to us from the Egyptians, was a collection of special advice called "Teachings of Kochemni", written to teach people good manners.
This collection collected and described advice for fathers, who recommended teaching their sons the rules of decency and good manners so that they behave appropriately in society and do not tarnish the honor of the family.
Already at that time, the Egyptians considered it necessary to use cutlery during the dinner meal. It was required to eat beautifully, with a closed mouth, without making unpleasant sounds. Such behavior was regarded as one of the main advantages and virtues of a person, and was also an important component of the cultural component.
However, sometimes the requirements for observing the rules of decency reached the point of absurdity. There was even a saying: "Good manners make the king a slave."
Etiquette in Ancient Greece
The Greeks believed that it was necessary to wear beautiful clothes, behave with family, friends and just acquaintances with restraint and calmness. It was customary to dine in a circle of close people. Fight only fiercely - do not retreat a single step and do not beg for mercy. It was here that table and business etiquette was first born, special people appeared - ambassadors. They were given documents on two cards folded with each other, which were called "diploma". This is where the term "diplomacy" comes from.
In Sparta, on the contrary, it was a sign of good taste to demonstrate the beauty of one's own body, so the inhabitants were allowed to walk naked. An impeccable reputation required dining out.
The era of the Middle Ages
In this dark time for Europe, the decline of development in society began, nevertheless, people still adhered to the rules of good manners.
In the 10th century A.D. e. Byzantium flourished. According to the code of etiquette, the ceremonies here were held very beautifully, solemnly, magnificently. The task of such an exquisite event was to dazzle the ambassadors from other countries and demonstrate the power and greatest power of the Byzantine Empire.
The first popular teaching on the rules of conduct was the work "Discipline of Clericalis" published only in 1204. Its author was P. Alfonso. The teaching was intended specifically for the clergy. Taking this book as a basis, people from other countries - England, Holland, France, Germany and Italy - published their etiquette manuals. Most of these rules were the rules of conduct at the table during meals. Questions about how to make small talk, receive guests and arrange events were also covered.
A little later, the word "etiquette" itself appeared. It was introduced into permanent use by the well-known Louis XIV - the king of France. He invited guests to his ball and handed out special cards to everyone - “labels”, where the rules of conduct at the holiday were written.
Knights appeared with their own code of honor, a huge number of new rituals and ceremonies were created, where initiations took place, accepted vassalage, concluded an agreement on serving the lord. At the same time, a cult of worship of beautiful ladies arose in Europe. Knightly tournaments began to be held, where men fought for the chosen one, even if she did not reciprocate them.
Also in the Middle Ages, the following rules arose and to this day there are such rules: shaking hands at a meeting, removing a headdress as a sign of greeting. In this way, people showed that they had no weapons in their hands and that they were determined to negotiate peace.
Lands of the Rising Sun
For example, refusing a mug of water or a sidelong glance could lead to a whole war of clans, which could last for years until the complete destruction of one of them.
Chinese etiquette has more than thirty thousand different ceremonies, ranging from the rules of tea drinking to marriage.
Renaissance era
This time is characterized by the development of countries: their interaction with each other is improving, culture is flourishing, painting is developing, the technical process is moving forward. The concept of the effect of body cleanliness on health is also emerging: people begin to wash their hands before eating.
In the 16th century, table etiquette stepped forward: people began to use forks and knives. In place of pomp and festivity comes modesty and humility. Knowledge of the rules and norms of etiquette becomes a hallmark of elegance and extravagance.
The history of the development of etiquette in the Russian state
Starting from the Middle Ages and until the reign of Peter I, Russian people studied etiquette from the book of the monk Sylvester "Domostroy", published under Tsar Ivan IV. According to its charter the man was considered the head of the family, whom no one dared to argue with. He could decide what was good for his loved ones and what was bad, had the right to punish his wife for disobedience and beat the children as educational methods.
European etiquette has come to Russian state during the reign of Emperor Peter I. The artillery and naval education originally created by the ruler was replaced by a special school where secular manners were taught. One of the most famous was the work on etiquette "An honest mirror of youth, or Indications for everyday behavior", written in 1717, which was repeatedly rewritten.
Unequal marriages between people of various classes were allowed. People now had the right to enter into marriages with those who were divorced, with monks and clergy who had been stripped. Previously, this was not possible.
The rules and norms of behavior for women and girls were most complicated. Prohibitions pursued the female sex from the very cradle. Young girls were strictly forbidden to dine at a party, talk without permission, show their skills in languages or any other field. However, they had to be able at a certain moment to blush shamefacedly, suddenly faint and smile charmingly. The young lady was forbidden to go out alone or be alone with a man for even a couple of minutes, despite the fact that he could be her good friend or fiance.
The rules required the girl to wear modest clothes, speak and laugh only in a hushed voice. Parents were obliged to monitor what their daughter reads, what kind of acquaintances she makes, and what entertainment she prefers. After marriage, the rules of etiquette for a young woman softened a bit. However, she, as before, did not have the right to receive male guests in the absence of her husband, to go out alone to social events. After marriage, a woman tried very carefully to monitor the beauty of her speech and demeanor.
Events for high society to the most early XIX centuries included both public and family invitations. Various balls and masquerades must have been held during all three months of winter, because this was the main place for making acquaintances between potential wives and husbands. Visits to theaters and exhibitions, fun walks in parks and gardens, slides in holidays- all these various entertainments have become more and more common.
In the Soviet Union, such a phrase as " Savor» has been abolished. People of the upper classes were exterminated, their foundations and customs were ridiculed and distorted to the point of absurdity. Special rudeness in dealing with people began to be considered a sign of the proletariat. At the same time, various kinds of bosses moved away from subordinates. Knowledge and possession of good manners were now in demand only in diplomacy. Solemn events and balls began to be organized less and less. Feasts have become the best form of leisure.
Class hour in 7th grade
Subject"Rules of Etiquette in Public Places".
Target:to form students' understanding of the basic ethical norms and skills of cultural communication.
Introductory speech of the teacher:
Etiquette is a kind of code of good manners and rules of conduct.
Knowledge of etiquette allows a person to make a good impression with his appearance, manner of speaking, ability to maintain a conversation, behave at the table.
Man lives among people. The attitude of other people towards you depends on many factors, including the inner qualities of the personality, but people need time to get to know you.
Russian proverb says: "They meet by their clothes." This means that a lot depends on what impression the person makes. Appearance, manners of behavior determine the perception of one person by another. And the bridge that connects inner world a person with his inner manifestation, is etiquette. Do you know what exactly is etiquette? And what is it?
Italy is considered the birthplace of etiquette.England and France are usually called: "the classical countries of etiquette." However, they cannot be called the birthplace of etiquette. Roughness of morals, ignorance, worship of brute force, etc. in the 15th century dominate both countries. You can not talk about Germany and other countries of the then Europe at all, only Italy of that time is an exception. The ennoblement of the morals of Italian society begins already in the XIV century. Man passed from feudal mores to the spirit of modern times, and this transition began in Italy earlier than in other countries. If we compare Italy of the 15th century with other peoples of Europe, then a higher degree of education, wealth, and the ability to decorate one's life immediately catches the eye. And at the same time, England, having finished one war, is drawn into another, remaining until the middle of the 16th century a country of barbarians. In Germany, the cruel and implacable war of the Hussites raged, the nobility is ignorant, fist law prevails, the resolution of all disputes by force. France was enslaved and devastated by the British, the French did not recognize any merit other than military, they not only did not respect science, but even abhorred it and considered all scientists the most insignificant of people.
While the rest of Europe was immersed in strife, and the feudal order was still in full force, Italy was the land of a new culture. This country deserves to rightly be called the birthplace of etiquette.
Etiquette is a word of French origin, meaning demeanor. It includes the rules of courtesy and politeness adopted in society.
There are different types of etiquette:
ü official (business);
ü diplomatic;
ü military;
ü pedagogical;
ü medical;
ü etiquette in public places.
Most of the rules of diplomatic, military and general civil etiquette coincide to some extent. The difference between them is that the observance of the rules of etiquette by diplomats is given more importance, 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 the relations between states.
As the conditions of human life change, the growth of formations and culture, some rules of behavior are replaced by others. What used to be considered indecent becomes generally accepted, and vice versa. But the requirements of etiquette are not absolute: their observance depends on the place, time and circumstances. Behavior that is unacceptable in one place and under one circumstance may be appropriate in another place and under other circumstances.
Every cultured person should not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Manners largely reflect the internal culture of a person, his moral and intellectual qualities. The ability to behave correctly in society is of great importance: it facilitates the establishment of contacts, contributes to the achievement of mutual understanding, creates good, stable relationships.
It should be noted that a tactful and well-mannered person behaves in accordance with the norms of etiquette not only at official ceremonies, but also at home.
Manners - a way to behave, an external form of behavior, treatment of other people, expressions used in speech, tone, intonation, gait, gesticulation and even facial expressions characteristic of a person.
Is the school a public place?
Etiquette is closely related to the rules of courtesy.
Who knows where the word POLITENESS came from?
The word "politeness" comes from the Old Slavonic "vezhe", i.e. "connoisseur". To be polite, therefore, to know how to behave, to treat others with respect.
"Are you a polite person?!"
1. You will learn to maintain the freedom of your actions and decisions without offending others.
2. You will learn:
ü do not interrupt;
do not make noise;
ü do not sniff;
ü do not yawn aloud;
ü do not wipe your shoes on the leg of your trousers;
ü recognize everything that distinguishes a civilized person from a savage.
INTERNATIONAL ETIQUETTE Communication between representatives of different countries, different political views, religious beliefs and rituals, national traditions and psychology, ways of life and culture requires not only knowledge of foreign languages, but also the ability to behave naturally, tactfully and with dignity, which is extremely necessary and important when meeting people from other countries. Such skill does not come by itself. This should be learned throughout life. The courtesy rules of every nation are a very complex combination of national traditions, customs and international etiquette. And wherever you are, in whatever country you are, the hosts have the right to expect attention from the guest, interest in their country, respect for their customs.
secular etiquette
Previously, the word "light" meant an intelligent: a privileged and well-mannered society. "light" consisted of people distinguished by their intelligence, learning, some kind of talent, or at least their politeness. At present, the concept of "light" is departing, but secular rules of behavior remain. Secular etiquette is nothing more than the knowledge of decency, the ability to behave in society in such a way as to earn universal approval and not offend anyone with any of their actions.
Conversation rules
Here are a few principles that should be followed in a conversation, because the manner of speaking is the second most important thing after the manner of dressing, which a person pays attention to and which forms the first impression a person has about his interlocutor.
The tone of conversation should be smooth and natural, but not pedantic and playful, that is, you need to be learned, but not pedantic, cheerful, but not making noise, polite but not exaggerating politeness. In the "light" they talk about everything, but they do not delve into anything. Any serious controversy should be avoided in conversations, especially in conversations about politics and religion.
To be able to listen is the same necessary condition for a polite and well-mannered person as to be able to speak, and if you want to be listened to, you need to listen to others yourself, or at least pretend that you are listening.
In society, one should not start talking about oneself until specifically asked, since only very close friends (and even then hardly) can be interested personal affairs whoever it was.
How to behave at the table
There is no need to rush to lay out your napkin, it is better to wait until others do it. It is indecent to wipe your appliances at a party, with friends, as by doing this you show your distrust of the owners, but this is permissible in restaurants.
Bread should always be broken into pieces over your plate, so as not to crumble on the tablecloth, cut your piece of bread with a knife or bite off a whole slice.
Soup should not be eaten from the end of the spoon, but from the side edge.
For oysters, lobsters, and indeed for all soft foods (such as meat, fish, etc.), only knives should be used.
It is considered very indecent to eat fruits by biting directly from them. It is necessary to peel the fruit with a knife, cut the fruit into pieces, cut out the core with grains and only after that eat.
No one should ask to be served first with a dish to show their impatience in any way. If you want to drink at the table, then you should stretch your glass to the one who pours.
Test your knowledge of etiquette
1. You borrowed a coffee grinder from a neighbor and accidentally broke it. What are you going to do?
1. apologize to her (1)
2. give her money (3)
3. I will buy her exactly the same (5)
2. The concert you came to was very bad. You have decided to leave him. When is the best time to do this?
1. immediately (artists must be educated so as not to hack) (1)
2. intermission (5)
3. at the end of any song (3)
3. Do I have to knock when entering someone's office?
1. yes, you never know what the owner does (1)
2. no, as privacy is not a concern in the workplace (5)
3. only in the boss's office (3)
4. You were invited to a business dinner. A toast was made. Before you empty your glass, you must...
1. clink glasses with those sitting nearby (3)
2. clink glasses with everyone (1)
3. raise a glass and look around the audience (5)
5. Your interlocutor sneezed several times in a row, you ...
1. keep quiet (5)
2. tell him once "Bless you" (3)
3. you will wish him health after each "sneeze" (1)
6. You were 15 minutes late for your rendezvous. What will you do?
1. nothing (5)
2. sorry (3)
3. give good reasons (1)
From 5 to 14 points. Alas... You don't have to be proud of your good knowledge of etiquette. But we'll fix it. Ask friends to openly point out your mistakes to you. This information is invaluable!
From 15 to 29 points. In terms of etiquette, you are among the majority of people who more or less know the basics of good manners. But sometimes you make annoying mistakes in the little things.
From 30 points. Bravo! Your manners are impeccable. You come out of any situation with honor and leave a favorable impression. Do you by any chance serve in the diplomatic sector?
Summarizing
Intelligence is not only in knowledge, but also in the ability to understand the other. It manifests itself in a thousand and a thousand little things: in the ability to argue respectfully, to behave modestly at the table, in the ability to quietly help another, to protect nature, not to litter around oneself - not to litter with cigarette butts or swearing, bad ideas.
Intelligence is a tolerant attitude towards the world and towards people. At the heart of all good manners is the concern that the person does not interfere with the person, so that everyone feels good together. We must be able not to interfere with each other. It is necessary to educate in oneself not so much manners as what is expressed in manners, careful attitude to the world, to society, to nature, to one's past.
No need to memorize hundreds of rules, but remember one thing - the need for a respectful attitude towards others.
