Business and office etiquette, negotiation etiquette.

Business communication etiquette and its basic rules

If you understand the language of etiquette, recognize nonverbal cues directed at you, and know how to respond to them, then you're in the game.

Good manners when entering an elevator can take you to the top of your career. And knowing who climbs the office ladder first can be a stepping stone to business success. Some will argue that this is a small thing. But “it’s the little things that make perfection, and perfection is not a little thing”!

The author of the book “Good Manners and Business Etiquette” is Elena Ber, an image maker, psychologist, and art critic. Has been working in the image services market for 15 years. The range of professional activities includes conducting trainings on image formation, etiquette and good manners, business protocol, consulting organizations and individuals.

Business etiquette - what is it?

Etiquette is the rules of behavior established for effective interaction between people. Business etiquette – norms and rules of behavior of people in the business sphere. It is assumed that people connected by industrial relations should be able to interact with each other as effectively as possible in order for this to benefit the common cause. Office etiquette is a whole structure of norms affecting behavior, clothing style, and interpersonal communication. This also includes the way you organize your workspace, the ability to control yourself, and much more.

Introduction

Business etiquette is the result of a long selection of rules and forms of the most appropriate behavior that contributed to success in business relationships.

Business etiquette is the most important aspect of the professional ethics of a businessman or entrepreneur. Their knowledge is a necessary professional quality that must be acquired and constantly improved; this is the relevance of the subject of my test.

Almost 70% of transactions beneficial for businessmen did not take place because Russian businessmen do not know the rules of business communication and do not have a culture of behavior. This figure is also confirmed by international experience. Back in 1936, Dale Carnegie wrote: “A man’s success in his financial affairs depends 15 percent on his professional knowledge and 85 percent on his ability to communicate with people.”

When I took this position, I set myself the following goals:

Study the concept of “business etiquette”;
Consider the basic elements of business etiquette;

My main goal is to gain knowledge and, based on it, draw conclusions about “Business Etiquette and its main elements.”

Why do you need business etiquette?

Young leaders today wear jeans, sweatshirts, and caps. In correspondence, people use abbreviated words and put emoticons at the end of sentences. This behavior is acceptable for one specific company, but the business environment as a whole conducts communication according to certain rules. For example, colleagues, investors, and older government officials will not forgive you for informal communication. This also applies to establishing international contacts. Partners from another country simply will not work with you if your company does not comply with the rules of business communication.

The rules of business etiquette need to be known and followed in order to:

create a positive impression of yourself and the company
show respect for other entrepreneurs and foreign partners
set an example for your employees.
improve the quality of communications
reduce the number of conflict situations
Misunderstandings between employees have disappeared, and as a result, labor productivity has increased.

Dress code

In a business environment, a person’s appearance is his calling card. It gives insight into your status, abilities and even your way of thinking. Business etiquette is not only competent speech, responsibility and punctuality. A person is greeted by his clothes. The overall impression made by the employee depends on the neatness and appropriateness of clothing.

A clean, well-fitting suit speaks of responsibility and attention to detail of its owner. While a wrinkled, unkempt shirt will alert an outside observer: if a specialist is sloppy in appearance, how good is he at business?

The principles of business etiquette require following certain rules for choosing clothing. The dress code is usually set by the company's management. However, two varieties can be distinguished:

Conservative.

Strictly adhered to by all company employees. Compliance with the standard is mandatory. For example, wearing corporate colors.

Contact.

Suitable for informal meetings. It is enough to observe the limits of decency and choose an outfit that matches the theme of the event.

Features of communication ethics in the business environment

In a business environment, it is not enough to simply be a well-mannered, cultured, polite person. Business etiquette has a number of features and differences. The rules of business etiquette require rigor and precision in execution.

The peculiarities of communication ethics in an organization are determined by the specifics of the economic sphere of people’s lives and the traditions that have developed in the cultural environment.

Fundamentals of business etiquette - general principles of culture of behavior in a corporate environment:

Politeness

The tone of communication with colleagues, partners, and clients is always friendly and welcoming. An impeccable smile is the calling card of a successful person in business. Politeness helps to increase the profitability of an enterprise and maintain good relationships with partners and clients. Nervousness, irritability and panic are excluded by the rules of business etiquette.

Correctness

In a corporate environment, it is not customary to be rude and inattentive even towards a dishonest partner. You must be able to control yourself, restrain your emotions and regulate your behavior through willpower.

Tact

Business people do not forget about a sense of proportion and tact in their relationships with people. They prudently avoid awkward, negative, and unacceptable topics in conversation.

Delicacy

Delicacy implies softness, smoothness, flexibility, and floridness of speech. It is customary to give compliments without turning into flattery and hypocrisy.

Modesty

The ability to behave modestly characterizes a person as well-mannered and favorably emphasizes his business and personal qualities. A modest specialist and professional in his field is perceived as a balanced, harmonious, holistic, mature person.

Mandatory

If an employee or manager has taken on a responsibility and made a promise, he must keep it. The extent to which a manager or employee of an organization is obliging can tell about his ability to analyze, predict, and assess the situation, strengths, and opportunities.

Punctuality

In a business environment, it is considered indecent to be inaccurate in time and not be able to manage it correctly, because this is a sign that a person does not value his or other people’s time. For example, waiting more than five minutes for an important meeting is defined by the rules of business etiquette as a gross violation. Time is especially valuable in business.

Business accessories

Accessories are also important in employee attire. For men, an indispensable attribute of business style is a tie. For women, the correct selection of jewelry to match the image of a business lady is important.

List of some things that business people often use:

dark-colored wallet with compartments for cards and business cards;
engraved pen;
briefcase, bag, case;
watch;
Business Cards;
modern gadgets (phone, laptop)

Gestures, movements, facial expressions

To convey information, people use not only words, but also certain gestures and movements. A person who has never attached importance to his gestures and facial expressions will be surprised to learn how easily they reveal his hidden intentions and motives. A lawyer or competitor who has studied the hidden meaning of gestures and facial expressions will be able to predict the future behavior of such a person. Employees who negotiate must be able to read gestures and facial expressions, as they tell much more about a person than words.

For example:

crossing arms and legs indicates that a person is protecting himself from colleagues/competitors nearby.
If a person constantly knocks on the table, this indicates either impatience or indifference to the topic of conversation.
When the interlocutor often touches his hair, he is not confident in himself or feels fear about some point in the conversation.

Basic Rules

Is it necessary to knock on the door of an office due to etiquette? If you enter an office building, there is no need to knock, otherwise you may put the employees behind the door in an awkward position. Knocking will show your suspicions that they may be solving personal problems instead of work ones. You should not knock, but you cannot enter without permission. Open the door, enter the room and ask if you can enter. No need to look out from behind the door. If you are allowed, move on. If you go to your boss’s personal account, you need to ask his secretary for permission. Sometimes bosses express wishes that subordinates should not enter his office without warning them by knocking on the door.

Employees must carefully choose topics for conversation , it is unethical to discuss each other behind each other’s backs and “wash the bones” of the manager.

Do not dry the umbrella unfolded in the middle of the office. Find a secluded place where it won’t disturb anyone, or better yet, hang it on a hanger, after making sure that it won’t bury anyone’s things.

Well-mannered people do not wear outerwear to the office , do not put it on the table or hang it on the back of the chair. All outer clothing must be left in the wardrobe. The exception is if you stopped by for three minutes on an urgent matter.

Workplace is ok

At work, you need to create an environment that will influence work productivity.

How to get your workplace in order?

Get rid of unnecessary and unnecessary things. Disassemble all bedside tables and cabinets. Sort out the documentation, decide which papers are high time to throw away. Divide documents into important and unimportant. Place in folders and label with sticky notes.
Sort out what's left. The entire office should be in one place, documents, certificates, diplomas in another, wipes for the monitor, hand gel in a third.
Leave only necessary things on the table. Keep them to a minimum. For the rest, use boxes and folders. Leave space for work and inspiration.
Minimize eating and snacking in the work area.

Laws and rules of ethics

The rules of business etiquette must be observed, since their violation can lead to the severance of partnerships, loss of reputation, sales markets and other negative consequences.

All business people comply with job descriptions, act in accordance with the organization's charter and comply with oral and written rules of corporate etiquette.

The rules of business etiquette provide for the following working points:

Dress code

The clothing style is classic, discreet, neat. A strict suit, acceptable colors in clothes (usually black, gray, white), neat hairstyle. Each organization can prescribe its own dress code rules, but they are always within the framework of appearance features generally recognized in business.

Attitude to work

A conscientious, responsible, decent attitude to work is perhaps the main sign of professionalism. At work, it is not customary to solve personal matters, visit social networks, talk a lot with colleagues on unrelated matters, or take frequent tea breaks.

Time management

Nobody likes unpunctual people. And in business, every minute is precious and scheduled, so the value of time cannot be exaggerated. The rules are: time is money; every professional and specialist must master the basics of time management; you need to plan your working day.

Written speech

An educated and cultured person always writes correctly. There are rules and canons for preparing business letters and other documentation.

Oral speech

Business communication is structured, without lyrical digressions, introductory words, filler words, or obscene words. Business etiquette does not allow distortion of the voice, antics, parody of someone, or empty chatter.

Telephone etiquette

Business etiquette involves rules for negotiations and conversations on the phone. They prepare for a telephone conversation in advance: they determine the time when it is more convenient for the interlocutor to talk, prepare the questions that need to be asked, and note the main points that need to be discussed.

Chatting in Internet

A new word has been coined for Internet communication etiquette – netiquette. It is no longer possible to imagine civilized life without the Internet. The modern employee uses email, the company website, internal chat, and so on.

The rules for writing business emails partially coincide with the rules for writing paper letters. It is customary to sign an e-mail not only with the name of the author, but also to leave contact information (name of organization, zip code, telephone numbers, Skype nickname, company website address, work schedule).

Desktop

According to the rules of etiquette, there should be order on the desktop. Even stacks of papers, books, folders - everything is in its place. The employer's and employee's desks will tell you how they work. The unspoken rule says: the more order there is on your desktop, the more order you have in your head.

trade secret

Confidential information and trade secrets are not subject to disclosure.

Respect

In behavior and communication, a cultured person expresses respect for his interlocutor, partner, opponent, and client. Business etiquette obliges you to be an attentive listener, respect other people’s opinions, help a colleague with work, and so on.

Business negotiations, meetings, events

The ability to competently conduct negotiations and effectively complete them is a special art. Business etiquette says: negotiations and meetings should have a purpose, a plan, a specific time frame and a location that is convenient for both parties.

Business events, such as meeting business partners at a train station or airport, introducing members of a delegation, presenting flowers and other actions, are carried out according to protocol. For example, there are certain seating rules at the negotiating table.

Subordination

The “superior-subordinate” relationship requires smooth communication while maintaining a certain distance. An ethical boss makes comments to a subordinate only one-on-one. Gives oral and written assignments specifically, concisely, and clearly. An ethical subordinate certainly follows the orders of the manager, but can express his point of view, give useful advice, and make a proposal.

Relationships in the team

The microclimate in a team is of great importance and affects the productivity and performance of employees. Business etiquette presupposes friendly, respectful relationships, assistance and support in solving assigned tasks. Taboos: gossip, intrigue, intrigues, the Cold War, as well as office romances (personal life is expected outside of work and not in the workplace).

Business gestures

Gestures should be energetic, but not excessive or sweeping; gait is smooth, swift, walking speed is average (not running or walking); straight posture; confident look.

The only touch allowed in a business environment is a handshake. At the same time, there are also rules here. When shaking hands, it is not customary for the hand to be limp, wet, or cold. The interlocutor’s hand should not be squeezed or shaken for a long time. There is quite a bit of psychological literature on body language that looks at business gestures and how they can be interpreted.

To be ethical in a professional environment, you must comply with all laws and adhere to the rules of etiquette.

Ethics and business etiquette are studied in general educational institutions, by attending relevant courses, trainings, seminars, and are mastered independently by a business person.

Etiquette and protocol of business communication

Negotiation etiquette includes the concept of politeness, tactfulness, correctness, decency, as well as the ability to express one’s opinion, taking into account the individual qualities of other people. This teaches the ability to maintain personal dignity and respect others even in conflict situations.

Business conversation etiquette prohibits:

Enter into negotiations on the fly;
Start a conversation with phrases of little content;
Show by all appearances that the interlocutor has come at the wrong time;
At the same time, talk and do other things (talk on the phone, look through papers).

Knowledge of business etiquette in professional activities creates a favorable emotional background, which makes business not only successful, but also humane.

Business protocol is a set of rules that establishes greetings, the order of meetings, negotiations, business correspondence, etc. Each country has its own rules of business protocol. However, the protocol of any country includes concepts such as respect, honesty, openness, brevity and accuracy.

Rules for holding meetings and negotiations

The etiquette of negotiations even determines the way of arranging the meeting space. Even the shape of the tables is important. For example, square tables are suitable for short conversations. Rectangular - for a long interview.

The etiquette of business receptions assigns the place of honor to the end of the table. Especially if it is located opposite the door (or window, if the entrance is from the side of the table). The window opening must be covered with curtains or blinds.

The etiquette of business negotiations requires a calm, balanced conversation. Partners should communicate without aggression, listening carefully to each other and without interrupting. Tea and coffee are offered 5 minutes after the start. Repeat again after another hour. Business meeting etiquette must be strictly observed. This will help create a positive image of your business partner.

The art of negotiation is defined by:

Thorough knowledge of the topic. No question should leave you stumped.
Control over your emotions, facial expressions and gestures.
Personal qualities of a negotiator.
The opportunity to defend the demands and proposals of your company.
Careful preparation and appropriate improvisation. Knowing how to negotiate correctly, you can achieve great success.

How to seat guests at formal receptions

The hostess sits down at the table first and invites the guests to take their seats.
At the table, men alternate with women.
Spouses or employees of the same company do not sit next to each other.
The men help the ladies next to them sit down, then sit down themselves.
The most honorable place at a men's reception is to the right of the owner. If the reception is attended by women, then to the right of the hostess. If the guest of honor is invited with his wife, then the guest sits to the left of the host of the reception, and the guest to the right of the hostess - of course, if the hostess and host are sitting next to each other.
At the end of the meal, the hostess leaves the table first, giving a signal to the rest of the guests.

Business correspondence

Each employee who sends a message or letter on behalf of the company should know the following rules:

The letter is sent on the company's official letterhead.
The letter must be written without errors or typos.
The style of the letter should be strict and businesslike, since the text of the letter can be read out publicly;
The subject of the message must correspond to the content;
Business etiquette requires a timely response to incoming correspondence.

Telephone etiquette

Telephone etiquette has its own set of rules:

The initiator of the conversation greets and introduces himself first;
If you know the interlocutor personally, throw in a few phrases regarding the general state of affairs;
Before the conversation, you need to adjust your voice and prepare a question or text of your appeal.
During a conversation, unnecessary noise that will prevent the person on the other end of the line from understanding and hearing you is unacceptable.
Communication is built according to a certain pattern. After the introduction and greeting comes the purpose of the address.
At the beginning of the conversation, you need to find out whether the interlocutor can give you time or whether it would be better to call back. If the person is short on time, briefly state the purpose of the call.
At the end of the call, you need to politely say goodbye and also thank you for your attention.
The approximate time of a business call is no more than 3 minutes. If you cannot meet this interval, it is wiser to schedule a personal meeting.

Good manners and knowledge of business etiquette can set your company apart from its competitors. If you follow the rules of speech etiquette in business communication, follow the rules of business correspondence and telephone etiquette, you can easily win the attention of investors and the trust of business partners.