Business communication etiquette is a set of moral rules, norms, ideas that govern relationships, as well as the behavior of individuals in joint production activities. Business communication etiquette is a necessary part of a person’s life, as well as the most important type of relationship with other individuals.
The main regulators of relationships are ethical norms, which express ideas about evil and good, injustice and justice in people’s actions. When communicating with his boss, subordinates, and colleagues, a person spontaneously or consciously relies on the etiquette of business communication. Depending on the understanding of moral standards, the content and degree of etiquette, an individual can make business communication effective, solve assigned problems, achieve a goal, or, conversely, make it impossible.
Etiquette, translated from French, means a set of rules of behavior that concern people (forms of address, behavior in public places, treatment of others, greetings, clothing, manners).
Business communication etiquette manifests itself at various levels of the social system, as well as in different forms. Participants in business communication are in official status and are aimed at achieving specific tasks. Its distinctive feature is the absence of self-sufficient meaning, since the etiquette of business communication is not an end in itself, but directly serves as a means to achieve other goals. In market relations, this means obtaining maximum profit.
Speech etiquette in business communication
The peculiarity of business communication is determined by the fact that it arises in connection with or on the basis of a certain type of activity that is associated with the production, for example, of a business effect or product. The parties to business communication act in official (formal) statuses, which determine the necessary norms and standards (including ethical) of people’s behavior. The specificity of business communication is regulation, expressed in subordination to established restrictions, cultural and national traditions, and ethical professional principles.
Speech etiquette in business communication is a complex process in the development of contacts between individuals in the professional sphere. There are “unwritten” and “written” norms of behavior in various situations of official contact. The accepted certain order, as well as the official form of treatment, is called business etiquette. It creates rules that promote mutual understanding between people, and also creates convenience, practicality and expediency.
Business etiquette consists of rules: norms (horizontal) that apply between team members, as well as instructions (vertical) that are characteristic of the manager and subordinate.
A general requirement of speech etiquette in business communication is a friendly and helpful attitude towards all employees and partners, regardless of their dislikes and likes. The regulation of business interaction is noted in the attention to speech.
Speech etiquette in business communication represents norms of linguistic behavior developed by society, standard ready-made formulas that allow you to organize etiquette situations, requests, greetings, thanks, such as “be kind,” “hello,” “glad to meet you,” “permit me to apologize.” . Sustainable structures are selected taking into account psychological, social, and age characteristics.
Speech etiquette in business communication involves establishing contact between people, exchanging certain information to build joint activities, and cooperation.
The following stages in business communication are distinguished:
- establishing contact, including getting to know as well as understanding the other person;
- orientation in the ongoing communication situation, as well as its comprehension with pauses;
- discussion of the problem;
- solution to the problem;
- leaving contact (termination).
Official business contacts are based on partnership principles, built from mutual requests, as well as from the needs and interests of the business. In direct contact, namely direct conversation, oral as well as non-verbal communication is of greater importance. Sending messages by telephone or conversation are common types of communications.
Business communication etiquette is a real art, which cannot be mastered right away. Compliance with norms, culture, and rules of behavior will have a primary role in career advancement. If you are a promising specialist, as well as the face of the company, then think and imagine yourself as part of the team. The greeting “hello” in everyday life means: “I am willing to maintain a relationship,” but the absence of this etiquette sign is read as a lack of desire to maintain a relationship. Therefore, the norm is to greet clients, employees, and visitors, both at the beginning of a conversation and in the absence of intentions to enter into verbal contact.
In business communication, speech etiquette is a set of speech etiquette means, as well as certain rules for their use in various situations.
Business communication etiquette includes the following important points:
- You cannot be late for business meetings;
- Reception of guests requires careful preparation (development of a negotiation plan, discussion with colleagues);
- corresponding strict appearance;
- It is important before the meeting to collect information about those with whom you are meeting, to think through all the questions of interest.
Etiquette for business conversations on the phone
Modern speech etiquette and communication culture take into account the latest technical capabilities. Standards for conducting telephone conversations :
- Compliance with corporate forms of greeting, introduction, address, farewell.
- Informative, concise statements. You shouldn’t take your partner away from business for too long.
- Logical structure of conversation and presentation of thoughts. Many people remember information over the phone less well than in a text or a personal meeting. It is necessary to clearly express the main points that need to be conveyed to the interlocutor.
- Friendly voice, politeness, compliance with the principles of speech etiquette.
- Clear, competent speech. In telephone conversations, the opponent's gestures or appearance are not visible. Voice and competent speech structure will benefit the company’s image.
- Average rhythm of word pronunciation.
- Moderate voice volume.
Etiquette and protocol of business communication
The protocol includes greeting, introduction, address, and handshake. If the participants do not know each other yet, they should introduce themselves. According to the protocol of business communication, the head of the receiving party is introduced first, then the head of the guests. They then introduce the rest of the staff. If a large delegation has arrived, then name presentation is avoided by presenting lists of participants, where the participants are indicated by name and position.
At a business meeting, the junior in position is always introduced to the senior; gender does not play a role; If you have previously met with a partner, then you need to introduce yourself again. If someone hasn't introduced themselves, feel free to ask them about it, but don't ask them again. It is necessary to remember names immediately to avoid awkward situations. A handshake at a business meeting is used as a sign of concluding an agreement, and it is also used immediately after the words of greeting. When introducing you to another person, he is the first to extend his hand to you. A handshake is done with the right hand, if it is busy, they are given with the left, but after apologizing.
The initiative for a handshake comes from the elder and from the one who has a higher position. The woman is given the right to decide whether to shake hands with her or not. According to etiquette, she is the first to offer her hand for greeting. Having approached the group and shook hands with one of the members, you must do the same with everyone. Verbal greetings are limited if the group is large. If a hand extended for a handshake is not responded to with a handshake, this is regarded as an insult.
It is important to know that it is correct to address partners by name. Familiarity is not acceptable in communication; everyone, without exception, must be addressed as “You,” and whether to call a person only by their first name without a patronymic depends on the situation. It is customary not to speak about those present in the third person, not to interrupt interlocutors, it is important to always control your emotions, monitor the sufficient volume of speech and exclude the use of words of parasites.
Basics of business communicationAlla Sorokina
4. Etiquette rules and forms of greeting
Any acquaintance, and indeed any communication, begins with a greeting. A greeting is first and foremost a sign of politeness. Since ancient times, people have shown respect or respect to each other through greetings. Since ancient times, people have shown each other special respect or deference through greetings.
What it should be, what is important in greeting, what forms and rules of greeting exist in modern society is discussed in this chapter.
The main requirement for greetings is friendliness. You need to greet people warmly and friendly, because a greeting expressed in a dry or rude tone may offend the person you are greeting. Greetings are usually accompanied by a smile, as adding a smile to a greeting conveys deference and respect and can improve the overall mood.
According to etiquette, you need to greet a person with the words: “Hello!”, “Good morning!”, “Good afternoon!” or “Good evening!”
When greeting, avoid tautologies. When you hear: “Hello!”, choose something similar to “Good afternoon!” In response to “Goodbye!” you can say “All the best!”
Greetings are usually accompanied by a bow, a nod of the head, a handshake, a hug or a kiss on the hand. When greeting, you need to make eye contact with the person you are greeting.
In business relations, the rules of greetings stipulate not only their form, but also the conditions for using one or another form.
The mandatory requirements of etiquette imply that they must be observed regardless of the psychological state or other personal factors. Even if you have a strained relationship with someone, you need to say hello to everyone you know, including those who are unpleasant to you for one reason or another.
The one who greets first is the one who is more polite, the one who is smarter and more educated. According to the rules of etiquette, a man should be the first to greet a woman, a younger man should be the first to greet a senior, a subordinate should be the first to greet those who are waiting, those entering are the first to greet those present, those leaving are the first to say goodbye to those remaining. Thus, even a woman, when joining a society, is obliged to greet those present, without expecting greetings from those gathered. When leaving, the woman also says goodbye first.
Having entered a room in which there are people, the person entering greets all strangers with a tilt of the head and shakes hands with those with whom he is already familiar.
A man should consider it a sign of special respect for him if a woman greets him first.
The man always stands up to greet both women and men, with the exception of the very elderly and sick who find it difficult to rise. But in a professional setting, a man may not stand up when greeting a woman.
A woman does not stand up when greeting a man, but when greeting very elderly men, a woman should still stand up.
After greeting his peer, the man can sit down. If he greets an older man or woman, he can sit down only after they sit down, or with their permission.
When greeting a lady, a man can kiss her hand, although this custom is becoming a thing of the past, but if a man still decides to greet a woman by kissing her hand, then this can only be done indoors, and when kissing a woman’s hand, he should not raise it too high , try to bend over yourself.
A man, greeting a woman, takes his hand out of his pocket and a cigarette from his mouth. Women bow their heads slightly and answer the greeting with a smile; they may not remove their hands from the pockets of their coats or jackets.
When greeting a woman on the street, a man takes off his hat and glove; there is no need to touch a winter hat, ski cap, cap or beret.
When a man greets someone from a distance, he makes a slight bow and touches his hat with his hand, lifting it slightly.
A military man, greeting a woman or man, without removing his cap, raises his hand under the visor.
It is considered indecent for a man to stop a woman he knows on the street, except for urgent business or in good friendly relations. A woman must stop herself in order to exchange a few words with a male acquaintance.
When two couples meet on the street, the women greet each other first, then the women greet the men, and only then the men greet each other.
The first to say hello is a woman walking with a man, a woman walking alone or with another woman.
Sitting at a table in a cafe or restaurant, they greet acquaintances only with a nod of the head. The man, nodding to the woman, stands up a little from his chair. If the woman approaches on her own, then the man must stand up.
Now, as mentioned above, the greeting also serves to establish acquaintance, but previously only the one who had already been introduced was greeted. You can also greet strangers; if, for example, people meet every day, then it is quite acceptable to exchange a few phrases of greeting.
Sometimes it can be difficult to settle on just one form of greeting, and it is hardly necessary - after all, new solutions are always needed in communication. In any case, the place where you are should tell you which form of greeting is best to choose. It is not customary to say hello across the threshold, through a table or through any partition, and the greeting should not be noisy and unrestrained.
We can say that with all the variety of greetings, international etiquette is basically the same, because when people meet, they wish each other well and prosperity, good morning, afternoon or evening. But still, every nation, every social group has its own style of greeting. For example, in the East, a characteristic feature of the greeting is tilting the body while simultaneously throwing the arm forward. Europeans, when greeting, usually slightly raise their hat with their left hand and give a slight bow with their head. In Japan, it is customary to bow in response to a greeting. In Arab and South American countries, it is customary for male partners to hug each other when they meet. And in Russia, meeting and greetings are most often accompanied by a handshake.
Ethics and etiquette of business communication
Ethics is a philosophical science whose subject of study is morality. The practical importance of ethics is noted in the field of human communication, and communication between people is an important component in the process of joint activity. The joint activities of people in relation to morality cannot be neutral. Compliance with business communication etiquette is the most important component that will determine success in business and entrepreneurial activity, and career advancement. Psychologists note that success in financial affairs or in the technical field depends fifteen percent on professionalism and eighty-five percent on the ability to conduct business communication.
Jen Yager, PhD, notes six principles of business etiquette:
- Punctuality, completing work on time;
- Confidentiality (keeping secrets of the corporation or the personal lives of colleagues, the results of the transaction);
- Friendliness, courtesy, goodwill in any situation; showing attention to others (to colleagues, boss, subordinates);
- Respect for the opinions, criticism, and advice of colleagues, subordinates and superiors (when they express doubt about the quality of your work, show that you value the experience and considerations of other people);
- Compliance with the dress code - clothing code;
- Control of your speech, absence of swear words in speech.
Ethics and etiquette of business communication should be built on the moral qualities of the individual, as well as the categories of ethics: truthfulness, honesty, generosity, modesty, dignity, duty, conscience, honor, which give business relations a moral character.
Business meeting etiquette during lunch includes the following points:
- scheduling a meeting in an office or restaurant near the invitee’s office;
- the initiator of the meeting reserves a table;
- it is important to inquire in advance about the tastes and preferences of the dinner participants;
- if you don’t know your gastronomic preferences, then find out the restaurant menu: how rich is the selection of meat and vegetable dishes;
- a table is reserved in a non-smoking room;
- the initiator of the meeting arrives at the restaurant 15 minutes earlier;
- the choice of dishes is limited to familiar dishes;
- if the meeting is scheduled in the office, then it is held in a conference room or meeting room;
- such a lunch is served by the ordered staff;
- the main purpose of lunch is a business conversation, which begins with general phrases, gradually moving to the topic;
- At this informal meeting, jokes and touching on abstract topics will be appropriate, but correctness and tact in everything are required.
Business Ethics
A person who observes the etiquette of business relations adheres to the following principles:
- Polite, friendly, friendly attitude towards colleagues.
- Correct behavior. If you have to deal with unscrupulous partners, you need to suppress negative emotions.
- Tactful communication with colleagues and clients.
- Show sensitivity when speaking. Sincere compliments are allowed.
- Modesty in actions. It is easy to trust a person if he behaves in a balanced manner.
- Fulfill your duties and obligations.
By following the basic rules of business etiquette, you can quickly establish partnerships, enlist the support of investors, and form a client base. Knowledge of basic norms and principles will allow you to make the right decision in any situation and develop your business.
Common mistakes
Knowledge of common shortcomings when composing a business letter allows you to avoid them and improves the quality of business document flow.
Water in the text
Extra, unnecessary information is a common mistake. If the removal of a phrase from the text does not violate its coherence and does not deprive it of meaning, then such information can be removed without damage.
The official style is not maintained
Confusion in style creates an unpleasant impression of the letter. If a neutral official style is maintained, then the goal of communication will be achieved.
Sentences too long and too short
Excessively long sentences make it difficult to read, and too short ones make the text poor and boring.
Incorrect formatting
Incorrect formatting that differs from standard formatting makes it difficult to read. The email may have problems displaying text on the screen. You can avoid this if you work in popular programs and browsers.
Using a lowercase letter at the beginning of a sentence
Lowercase letters at the beginning of a sentence are a defect that shows the author’s illiteracy or carelessness. It is customary to check spelling and punctuation before submitting. Some text editors correct errors automatically.
Ultimatums
The use of ultimatums is permissible only in extreme cases, in certain types of claims. In order not to spoil the business reputation, harsh expressions are avoided.
Various symbols, emoticons
Emoticons and other symbols are not related to business communication; they are appropriate in a friendly chat.
There should not be any unnecessary drawings, let alone errors, in a business letter.
Main differences from regular correspondence
Because communication in business is formal, it has strict requirements and may in some cases be public, which is quite different from ordinary correspondence with friends or relatives.
Writing style
In official speech, the use of either a colloquial style or a scientific or artistic style rich in expressive means is not allowed.
The style of business communication should be neutral.
For different types of business messages, it can range from more formal to personal, but it is important to maintain a balance.
Official vocabulary
Colloquial or slang vocabulary in professional correspondence is replaced by official ones. Instead of the expressions “hello”, “bye”, “see you”, “hello”, “with respect”, “thank you” are used.
Business vocabulary is neutral. The use of diminutive forms or jargon is not encouraged.
Respect for chain of command
An important point in business communication is compliance with subordination. Since such letters are often addressed to colleagues, management or a higher organization, they, unlike ordinary correspondence, must contain appropriate figures of speech and expressions showing the attitude of the author to the addressee. For example: “Dear colleagues!”
Relevance of information
Business correspondence always refers to the current moment in time. It may contain references to an earlier period, but in such letters it is important to convey only relevant information so as not to waste the recipient’s time and not distract him from the main topic.
Registration on company letterhead
One of the differences between business communication and ordinary friendly correspondence is the ability to write a letter on company letterhead.
Such a document shows the prestige of the organization, it contains some information about it and allows the recipient to identify the author by the appearance of the form.
In some cases, such as when contacting embassies, letterhead is required.
Correspondence on company letterhead.
