LECTURE 15. Business etiquette in professional activities. Psychology of communication

Why do you need business etiquette?

Why all these conventions? We do not live in the 19th century; etiquette has long ceased to be an obligatory part of business communication. Young entrepreneurs sport tattered jeans and T-shirts with indecent slogans, emoticons are acceptable in online communication, and patting your interlocutor on the shoulder no longer seems out of the ordinary. If you think so, we will upset you. In certain circles, this is indeed normal, but businessmen, as part of their duties, have to communicate with officials, and with respectable investors, and with people of the older generation, for whom all these liberties are unacceptable. Foreign partners may also not understand an overzealous display of emotions.

So, why do you need to know the rules of business etiquette?

• to make a good impression and not lose face in front of partners and colleagues;
• for general education: it’s never too late to learn new things;
• in order to set an example for others, including subordinates.

At the end of the day, these rules are just guidelines. Only a cyborg robot will be able to comply with all of them; it is enough to know the most basic ones. We'll tell you about them.

Functions of etiquette

Business meeting

Business negotiations are communication between two or more parties, the main goal of which is, at a minimum, to improve relations between the parties, and, at a maximum, to find and jointly make a mutually beneficial, reasonable decision. Today's advances in civilization make it possible to conduct negotiations remotely, but it is difficult to overestimate the importance of live communication: even in our technologically advanced times, fundamental issues are usually resolved during a meeting.

Preparation for negotiations consists of the elaboration of the business protocol accepted among diplomats and businessmen, and the substantive part - the issues that should be discussed.

Both the protocol and content parts should be carefully prepared. Partners should be invited to negotiations at least two weeks in advance so that they can also prepare - this will save time and create conditions for effective communication. As for the composition of the delegation, there must be parity at the negotiations, that is, an equal number of participants on both sides and the correspondence of the positions of representatives on each.

Only those employees whose presence is really necessary are invited to the meeting. The venue for negotiations is proposed by the inviting party, but the invitee has the right to either accept or reject it.

It is not recommended to schedule negotiations in the early morning or late evening.

Punctuality is a mandatory condition of negotiations. Being late will make you doubt your reliability as a partner. But you should not arrive earlier than the appointed time, so as not to put the receiving party in an awkward situation.

The ideal place for a meeting is a meeting room, where nothing distracts the attention of the meeting participants.

Your nonverbal behavior during negotiations should reflect interest in the outcome of the meeting and attention to the issues being discussed, so you cannot:

• yawn or engage in other extraneous activities,
• draw in notes, leave cell phones on,
• play with a pen.

Appearance rules

Dress code

In your apartment you can walk around as you like, even in pajamas and funny socks. If you arrive at the office, or even more so for a meeting, please follow the dress code. Otherwise, the wrong impression may be formed about you. Representatives of the older generation may consider you frivolous, superficial and even - oh horror! - incompetent . Yes, we understand that professionalism does not depend on appearance. But the traditions of society are strong, and rebelling against them is stupid and short-sighted. You are not 15 years old.

Basic dress code rules:

• for men - a business suit or shirt with trousers. Jacket, shirt and jeans are acceptable. For women - a suit, blouse and pencil skirt, no minis and, God forbid, deep necklines;
• minimum accessories. For men, watches and cufflinks are acceptable. For women - a maximum of two accessories: earrings and a ring, a chain or earrings, and so on. If you have sets of jewelry, do not wear all the items at once, it is vulgar;
• neat haircut, well-groomed hair, for men - a styled beard and mustache, if any;
• neat manicure, well-groomed hands;
• clean shoes in any weather, even if you got to the office by subway or dog sled;
• no tattoos or piercings in visible places. If you have a large, visible tattoo, it is better to hide it under clothes. If you establish a good relationship with your partner, you can show it later, but at first it’s better not to take risks. You don't know what views he holds.

The more important the meeting or negotiations, the more strictly the dress code must be observed. Remember, this is in your best interest.

Dress code for women and men

Gestures, movements, facial expressions

It sounds funny, but in fact, many deals have been broken because the partner made an inappropriate gesture or was too familiar. It is clear that everything is subjective: an open person will not be intimidated if the interlocutor actively waves his arms or blows kisses to everyone. Still, you should adhere to the basic rules - at least at the first meeting . And then you will see for yourself how the interlocutor reacts.

Please note the following points:

• straight posture, restrained movements without fussiness;
• look into the eyes - confident, firm, but not arrogant;
• restrained facial expressions, try to control emotions. In difficult situations, when you want to curse or, conversely, laugh, put on a “poker face”;
• Tactile contact is allowed only in the form of handshakes. Leave pats on the shoulder, tight hugs, and especially kisses for loved ones: not all people love the touch of strangers. According to the rules of etiquette, only a handshake is permissible - preferably a short and energetic one.

Tip: practice in front of a mirror in advance or ask a loved one to “read” your facial expressions or movements . If there are signs of nervousness, fussiness, or too violent emotional reactions, eradicate these habits. Remember that many entrepreneurs have studied body language and know the basic rules. For example, eyes slanted to the left are a sign of lying. Arms crossed on the chest - a desire to isolate oneself. Whoever the toes of the interlocutor’s shoes point to is the one who is most important to him at the moment. And so on and so forth - the Internet is full of such advice.

Workplace is ok

It’s cool, of course, to justify the mess on your desk and in your office by saying that you are a creative person, but I’m afraid your partners won’t understand. Practice shows that order on the table magically clears your thoughts and brings order to your head . Try it and see for yourself!

Disorder in the workplace is unacceptable

Body language and gestures - typical mistakes

Psychologists say that when communicating, we transmit most of the information using non-verbal means (researchers give different numbers - from 60 to 90%): gestures, facial expressions, intonation and timbre of voice, posture.

The interpretation of some typical gestures is quite firmly established. For example, the fig leaf pose (palms clasped together so that the arms form an inverted "V") indicates shyness and lack of self-confidence. If you make fussy movements, sway from side to side, or touch your face or hair, you increase your own nervous tension and distract others.

Nonverbal communications lie in the plane of both psychology and good manners. For example, when talking to people, you don’t need to spread your legs wide, hunch over, and keep your hands in your pockets. Such poses and gestures are unsightly and make an unpleasant impression on the interlocutor, calling into question the possibility of positive communication.

Study psychology to understand body language and see subtext in the movements and gestures of the interlocutor. It is believed that arms crossed on the chest are a sign that a person is ready for resistance or is trying to isolate himself from contacts, to close himself off.

People make many of the typical mistakes in nonverbal communication unconsciously, out of habit or from excessive emotionality - therefore, you should pay increased attention to your gestures, facial expressions and intonations:

• Excessive gestures during conversation are not encouraged. Gestures should be restrained - interlocutors may be embarrassed by excessive expression.
• The door behind you should be closed softly. To leave by slamming the door means to show bad manners or aggression.
• Do not turn your back to the person you are talking to or to anyone nearby.
• Don't take a step forward if the other person is taking a step back - by doing so, he may be unconsciously trying to make it clear that you are invading his personal space.
• When talking, do not shrug your shoulders - it may seem to your interlocutor that you doubt his words.
• During the meeting, you should not look at your watch - others may think that you are burdened with communication and are in a hurry to leave.

Rules of business communication

Respect the other person's time

Time is the most important resource. The day of many entrepreneurs is literally scheduled by the hour; even a minute late can shift the entire schedule of a business person. Therefore, never be late! It is better to come to the meeting early and wait than to come up with ridiculous excuses. If you have trouble with this, learn the basics of time management, it should help.

Learn to listen and hear

Do you know what the most important rule is taught to future psychologists at the institute? The ability to listen and hear the interlocutor. This rule can be applied in any other field of activity. Whether you're negotiating a contract, meeting a new partner, meeting with a supplier for the first time, listening to a dissatisfied customer, or reprimanding a careless employee, always include these two skills. Remember that, by and large, every person always talks about himself - his desires, plans, dreams. Give him a chance to speak, don't interrupt. As a result, you will definitely hear something that will help you find the further direction of the conversation and understand your interlocutor.

Learn to listen to your interlocutor

Speak competently

Who would like to listen to a speech peppered with endless “uh”, “well”, “in short”, “as if”? Verbal garbage is found even among the smartest educated people - these are more likely habits than illiteracy. A business person simply needs to get rid of this shortcoming.

Competent speech will also be needed when writing business letters. It is clear that this mission can be entrusted to a secretary or deputy - but sooner or later you will have to master written communication yourself.

Train your diction

Remember the movie “The King’s Speech” about how the English King George VI got rid of his stuttering? Even the monarch understood that he needed to fight his disability and hired a speech therapist. If you have diction defects - burr, lisp, stuttering - get rid of them with the help of a specialist and live in peace.

Telephone Ethics

Oh, this is a whole layer of business etiquette! Despite the development of Internet negotiations, telephone calls still remain the most popular method of communication. Let us recall the basic rules of communication:

• say hello, call the interlocutor by name and patronymic, introduce yourself;
• say what company you represent;
• ask if it is convenient for your interlocutor to speak;
• if convenient, briefly describe the purpose of the call;
• arrange a meeting or other development of events;
• end the conversation.

Rules for telephone conversation

If telephone conversations are important to you, we advise you to prepare for them in advance: think through the main points of the conversation, options for the development of events. And, of course, it is unacceptable to indulge in lengthy arguments or empty chatter : this will create an unfavorable impression of you.

Ethics of business correspondence

A business letter (electronic and regular) must meet certain standards. First of all, it must be written on company letterhead (or with an appropriate header at the beginning, which indicates the company name, logo, sender’s details and contact details). Next is to match a certain type. Business letters are divided into the following types:

• request letter: you ask something from a partner, client or other organization;
• letter-message: carries an informational load, it is not necessary to respond to it - just take note;
• cover letter: usually an explanation or addition to other documents;
• reminder letter about pending and expected actions;
• invitation letter - to a meeting, conference or any event;
• letter of gratitude: well, everything is clear here.

Experienced entrepreneurs do not confuse the types of letters: they do not start extensive correspondence in response to message letters and, on the contrary, do not respond to reminder letters.

Another rule is to respond to emails as soon as possible. The acceptable time frame for responding to electronic correspondence is 1-2 days. For a postal letter - no more than 10 days.

And, of course, you need to follow the rules of politeness:

• addressing you by name and patronymic;
• no slang words;
• no complicated terms: speak the recipient’s language;
• precise formulations of the purpose of the letter, do not let your thoughts wander;
• mandatory number and signature.

Structure of a business letter

Rules of communication on the Internet

Have you noticed that business communication has partially moved to instant messengers and social networks? Many people find it more convenient to communicate this way: it is more informal and convenient for both parties. Despite the myth about freedom of communication on the Internet, business people must still follow a number of rules:

• don't be familiar. Even if your interlocutor is registered on the social network as Kostyan the PR man or Murochka Anyutochka, address him by his first name and patronymic, as expected;
• There is also no need to overuse emoticons: one or two are quite enough;
• Even if you want to highlight especially important thoughts with a capslock, don’t do it! Large letters are perceived on the Internet as a shout and often cause a negative reaction;
• study the information on the person’s page. This is what’s good about social networks: you can understand a lot about a person by what posts he posts on his wall, what he reposts, and what he talks about.

Many people are concerned about the question: what is the best way to communicate in the 21st century? People are so different: some people find it more convenient to call, while others hate telephone conversations and consider them a violation of personal boundaries. There is only one way to find out what type your interlocutor is: ask him directly. At the first communication (no matter how it happened), ask how he is comfortable communicating. And the question will be closed.

Rules of communication on social networks

Speech etiquette of a business person: stages of communication

Speech etiquette in the field of business communication establishes the following stages that should be followed during a conversation:

• greetings. This stage also involves getting to know each other if the parties have not met before. The success of further cooperation depends on the first impression, so you should immediately establish friendly contact. The greeting is first pronounced by a person who is lower in rank or younger in age;
• conducting dialogue. At this stage, the parties present their positions, not forgetting the rules that prescribe speech etiquette and the culture of business communication;
• solving problematic issues. After the arguments are presented, the partners move on to discussion. At this stage, it is important to remember politeness and the ability to listen to your interlocutor;
• parting. At the end of the negotiations, it is necessary to thank the interlocutor and express hope for further successful cooperation.

Business relationship

Now we will talk about personal relationships - or about human weaknesses, as you wish.

Don't reveal trade secrets

Neither the financial information of your company, nor similar information of your partners, investors, clients. Don’t tell anyone about this and strictly forbid your employees.

Don't gossip

The business world is actually very narrow. There is a great temptation to discuss your partner or client in a small circle. Even if you really want to, we beg you, don’t do it! Firstly, rumors spread quickly, and they simply won’t want to deal with a chatterbox. And secondly, who will guarantee that tomorrow they will not discuss you in the same way? Therefore, it is better to stay away from such conversations.

Don't talk too much

It happens that partners become friends - and you can tell friends a lot. However, tomorrow the situation may change, and yesterday’s partner may become your competitor or go over to the latter’s side . Personal or negative information about you may be used for their own purposes. Black PR is a powerful weapon in the struggle for profit and power. And then - goodbye, reputation!

And once again, finally: it is impossible to follow all these rules. We've ranked them from optional to most important. Roughly speaking, coming to a meeting in jeans is excusable; calling Ivan Ivanovich Ivan Nikiforovich is undesirable, but understandable, but giving away secret information is impossible even under torture . Good luck in business!

Speech etiquette for business writing and telephone communication

It is important to comply with established communication standards not only during personal meetings, but also during business correspondence and when talking on the phone. The speech etiquette of a business letter prescribes conducting a conversation in the same way as during personal contact. It is important to remember the main rules of a business person - politeness, informativeness, competent speech - and build a letter on their basis.

When conducting telephone conversations, compliance with current standards is even more important than in correspondence. A person will not have time to think about phrases for a long time, so you need to immediately set yourself up correctly. Don't forget the following principles:

• corporate greeting and farewell;
• brevity of phrases;
• logical presentation of thoughts;
• grammatically correct speech;
• clear voice with moderate volume;
• friendliness.

Mobile etiquette

The most important rule of mobile etiquette is dictated by common sense: we have the right to use a cell phone if we do not limit the freedom of other people, do not infringe on their interests and do not violate their privacy.

You need to call a mobile phone for business matters during business hours; on weekdays, this is considered to be the time period from 9:00 to 21:00. mobile phone.

At work, you can only use it to resolve business issues - you shouldn’t let everyone in on your personal affairs. It is also undesirable to talk on the phone.

In public transport, in a restaurant and in other places where strangers will be forced to witness your private conversations. if you receive a call and there are other people around you, leave the room and talk.

Voice mail

If you want to dictate a voice message, speak it clearly, including your personal and department information. The message should be short. Do not include multiple phone numbers and email addresses in your voicemail; one is sufficient.

Speakerphone

Before putting a conversation on speakerphone, ask the other person's permission. Don't answer calls on speakerphone or check voicemail on speakerphone—especially if you work in a large, crowded office rather than a private office. This will distract others.

Purpose and rules of business practices

The atmosphere at business receptions is semi-official and therefore it allows you to achieve certain goals that are difficult to achieve in other event formats.

First of all, for an experienced businessman, this is a good opportunity to meet significant people and expand your contact base, discuss potential profitable deals and contracts, as well as the latest business trends.

In many ways, this also makes it possible to obtain more detailed information about partners (about their financial or economic condition, plans for the future, position in the market).

The basic rule for a business event is to carefully observe what is happening around (the actions and behavior of partners). This may be a source of additional information that may be useful when deciding whether to enter into a contract or agreement.

Food etiquette

Food should only be consumed in a cafeteria or cafe. According to professional etiquette, eating lunch at your desk is considered tactless. Especially if you have to share the workspace with other colleagues.

If for some reason it is not possible to get to the dining room, it is important to make sure that the food that will have to be consumed in the office does not have an unpleasant odor. Also, in such a situation, you must definitely clean up after yourself immediately after the meal.