Загрузил Даниил Горенков

business etiquette

Деловая встреча.
Деловой этикет
Вusiness etiquette
Business etiquette
Etiquette is the established rules of conduct in business, official
It is the most important aspect of the morality of professional
behavior of a business person.
Although etiquette and involves the establishment of only external
forms of behavior, but without internal culture, without the observance
of ethical standards can not develop a real business relationship.
Business etiquette prescribes compliance with the rules of cultural
behavior, respect for the person.
Six basic commandments of business etiquettet
1. Do everything on time. Tardiness not only interferes with work,
but also is the first sign that a person can not be relied on. The
principle of "on time" applies to reports and any other tasks assigned
to you.
2. Don't talk too much. The meaning of this principle is that you are
obliged to keep the secrets of the institution or a particular
transaction as carefully as the secrets of a personal nature. Never
tell anyone what you sometimes hear from a colleague, Manager or
subordinate about their personal life.
3. Be kind, friendly and welcoming. Your customers, customers,
customers, co-workers or subordinates can find fault with you as
much as they want, it does not matter: you are still obliged to behave
politely, affably and benevolently.
4. Think of others, not just yourself. Attention should be paid not only
to customers or customers, it extends to colleagues, superiors and
subordinates. Always listen to the criticism and advice of colleagues,
superiors and subordinates. Don't start snapping right away when
someone questions the quality of your work, show that you appreciate
the considerations and experience of other people. Self-confidence
should not prevent you from being modest.
5. Dress as it should be.
6. Speak and write good language.
Non-verbal etiquette
Etiquette is expressed in a variety of aspects of our behavior.
For example, a variety of movements of a person, poses that he
takes can have a positive meaning. Compare the polite position
facing the interlocutor and the impolite-back to him. This is
called non-verbal etiquette (i.e. dumb).
However, the most important role in the proper expression of
relations to people is played by speech-it is verbal etiquette.
It is necessary to observe delicacy that any address did not
turn into familiarity and familiarity which are characteristic at
the address only on a patronymic: "Nikolaich", "Mikhalych".
Treatment in this form is possible from an elderly subordinate,
most often a worker, to a young boss (master, foreman). Or, on
the contrary, the young specialist addresses to the elderly
worker: "Petrovich, try to finish work by a dinner". But
sometimes such treatment carries a tinge of self-irony. Under this
form of conversation is used appeal on " you."
An important place in business etiquette is a greeting.
Meeting with each other, we exchange phrases: "Hello", " Good
afternoon (morning, evening)", "Hello". People celebrate the
meeting with each other in different ways: for example, the
military salute, men shake hands, young people wave,
sometimes people hug when they meet. In greeting, we wish
each other health, peace and happiness.
Culture of speech
A prerequisite for business contact is the culture of
speech. Cultural speech is first of all correct, competent
speech and, in addition, the correct tone of communication,
the manner of conversation, precisely chosen words. The
greater the vocabulary (lexicon) of a person, the better he
knows the language, knows more (is an interesting
interlocutor), it is easier to Express their thoughts and
feelings, as well as understand themselves and others.
Recommendations of specialists
Experts recommend:
 monitor the correct use of words, their pronunciation and
 do not use phrases that contain extra words (for example,
"brand new" instead of " new»);
 to get rid of words - "parasites" ("so to speak", "such", "well" ,
 avoid arrogance, categorical and arrogance.
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
Business meeting
Business meeting and business negotiations have one
definition-it is business mutual communication with the
purpose of achieving a joint solution. A business meeting can
be considered as the first stage of the negotiation process or its
component part, during which the subject of further negotiations
is specified, organizational issues are resolved. The success of
further negotiations largely depends on the results of such
preliminary contacts, on the impression you made during the
"introductory" business meeting.
To achieve success during a business meeting, it is
necessary to encourage the interlocutor to communicate, to
create the maximum field of opportunities for further business
discussion and decision-making.
A business meeting usually takes place in a formal setting, and the
intentions of the interlocutors (business partners) are as follows:
1) give, receive or exchange information. Obtaining information can be
considered the main purpose of a business meeting;
2) agree on the issue of interest to the interlocutors;
3) convince the interlocutor (business partner) in the correctness of the
decision, the profitability of the chosen method of action, etc.;
4) establish contact, strengthen business relations, and sometimes
conclude an agreement, fixing it as far as possible in a written Protocol
of further intentions;
5) the dynamics of any business meeting goes through four phases:
contact, orientation, decision and evaluation, result.
The first phase of the meetingcontact
The first phase of the meeting - is contact - those seconds when you
enter the room, say Hello and exchange the first phrases.
The main purpose of this phase of communication - is to create
conditions for establishing partnerships.
The main task - that you have to solve in the first phase is to
establish emotional contact with your interlocutor.
The conversation at a business meeting should be built consistently,
adhering to the plan. In conversation, it is better to keep a step more
formal than a step more familiar, while remaining polite and friendly.
At the first business meeting
Need to be able:
1) establish contact with the interlocutor;
2) create a favorable atmosphere for conversation;
3) attract the attention of the partner and arouse his interest in
your topic (problem or proposal).
Must not:
1) show signs of self-doubt and the need for a meeting;
2) show disrespect at the beginning of the meeting, even in a
mild form;
3) to excite the defensive position of the interlocutor with the first
The second phase is orientation
Main objective - finding out the essence of the problem that
caused the meeting. It is necessary to convey to the interlocutor
the necessary information about your excellent professional
qualities in the form of a presentation (just do not brag), explain
the motives of your interest and appeal to him.
Main task - maintaining contact with the interlocutor.
Three approaches to conducting business
There are three different approaches to conducting business
conversations: hard, soft and principled.
"Tough type» - the party perceives the participants of the
conversation as opponents, unilaterally trying to win.
«Soft approach» - the party perceives the participants of
the conversation as friends, considers the agreement to be the
purpose of the conversation and is ready to pay for it with
unilateral concessions.
«Principled approach» - the party perceives the
participants as employees working together on the problem.
Rules for establishing partnerships
1. Rationality. It is necessary to behave with restraint.
2. Understanding. Inattention to the point of view of the partner
limits the possibility of developing mutually acceptable solutions.
3. Communication. If your partners do not show great interest,
you can hold a business meeting with them simply in the form of a
consultation. This will preserve and improve the relationship.
4. Reliability. False information weakens the strength of the
argument, as well as adversely affects reputation.
5. Avoid lecturing your partner. Your belief should be based on
respect for the personal qualities of the interlocutor.
6. Adoption. Try to take the other side and be open to learning
something new from your partner.
The principles of business meeting
Correctness and tact.
Ability to listen.
Last phase
Main objective – reaching an agreed solution.
At a" familiarization " business meeting, the farewell should
be such that in the future it will allow to maintain contact and
business ties.
When "meeting-presentation" you can use the following
expressions: "thank You for the opportunity to discuss with you
the prospects for mutually beneficial cooperation of our firms", "
Thank you for the opportunity to introduce you...", " thank You for
the opportunity to offer you…»