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CHELYABINSK INSTITUTE OF WAYS OF COMMUNICATION BRANCH GOUVPO

"URAL STATE UNIVERSITY OF WAYS OF COMMUNICATION"

ESSAY

Topic:Attributes of business communication, inprotocol seniority requests

Checked:Performed:

TeacherStudent

Backsidevornova E.E.Manapova A.Sh.

Chelyabinsk

Introduction

1. Attributes of business communication

1.1 Business attire

1.2 Communication

1.3 Business card

2. Questions of protocol precedence

2.1 Order of meeting, greetings and introductions

2.2 Protocol and organizational aspects of negotiations and interviews

2.3 Seating at the table

Conclusion

List of sources

Introduction

Behavior, clothing, speech are a person's “visiting card”, his attitude towards others. Therefore, it should be remembered that there are no little things in a business relationship.

For several centuries, business communication, communication between people employed in various industries, in trade, in the financial sector, and in many others, has taken a large place in their activities, ensures their success. In the modern conditions of the life of our society, our state, it has become even more important.

Life practice shows that not all people interested in this possess the culture and the proper skills of business communication, although they should possess them in their own interests. This often turns into miscalculations in their entrepreneurial and work activities, affects the quality of their work, products, etc.

Tasks: study of the features of business communication, protocol seniority, behavior of men and women. Master the skills of business communication in order to feel free and professional in the business world, where there are approved attributes of communication.

Target: to master the theoretical material of the behavior of men and women, to present oneself from a business point of view to others and to apply all aspects in practice.

business communication attribute conversation

1. Business communication aspects

1.1 Business clothes

The appearance determines the first impression, which remains in people's memory for a long time. The effect of your appearance on a partner or audience is determined by your condition and your appearance.

When choosing a suit for the first meeting, it is better to remember that the classic style always speaks of the good taste of its owner, while extravagant and ultra-fashionable clothes may not be perceived by everyone. If you are going for an interview at a financial institution, choose a conservative business dress. If you are going to an interview with a construction company or a design firm, you can afford to dress in a more casual style. You can try to find out in advance whether the company has a business or more casual dress code, but in any case, it is better to dress more formally during the interview. If appearing at work in jeans is considered in the order of things in this company, you can afford it when you start working, but you should not come to interviews in a sweater and wrinkled trousers. You will look calm and confident if you wear whatever suit you like. Naturally, we are not talking about your favorite jeans or trampled boots, but about that version of business attire in which you feel attractive.

Pravila wearing costume:

You should not combine business style with sporty;

When wearing a suit, you should always wear a tie;

A shirt worn with a suit must have long sleeves;

If the cuffs of the shirt are visible from under the sleeves of the jacket by about 1.5-2 cm.

The shirt should not have breast pockets;

Do not allow the lingering end of the tie to be visible;

You should not stand out with your clothes during working hours.

Ties should not be too bright and without catchy patterns, socks in dark colors;

It is not allowed that two elements of the costume have a pattern at the same time.

A woman enjoys much more freedom in choosing a style of clothing and fabric than a man. The main rule that should be observed when choosing clothes is the appropriateness of the time and setting. Therefore, it is not customary to come to work in the office in luxurious dresses. It is best for a woman to wear a formal suit or rather conservative dress for an interview, without going to extremes when choosing a skirt length, colors and jewelry. You should also be aware of the special psychological effects of the colors of your clothes. All accessories (tie, cufflinks, jewelry, handbag, scarf) must be thought out and matched to the suit.

Usually the color of the clothes is selected With so by calculation:

Blondes are best suited for blue;

Brunettes - yellow;

White color suits people with a pink complexion;

Black absorbs the shine of other colors.

The main danger that lies in wait for a woman when choosing a business suit is its provocation. Therefore, a woman should always remember: if you are in business, you need to be ready to make certain sacrifices in clothes.

Ruleswearingclothes for women:

The jacket is fitted, but slightly, and it is not accented;

The jacket can be double-breasted or single-breasted;

Buttons - necessarily real bone or covered with fabric or leather.

The skirt should be straight, narrowed downwards, fitting the hips, with a slit in the back no more than ten centimeters;

Gold and silver straps on the skirt are excluded.

Handmade leather straps with the logo of well-known brands are welcome;

Trousers of a purely classic cut, slightly tapered from top to bottom;

Fabric and color play an important role in choosing a business suit for women. The color scheme should not be variegated: gray, beige, various shades of dark blue, deep burgundy, brown and black.

It is known that a business suit, consisting of a skirt and a jacket, is more often intended for events in the first half of the day. Trousers and a jacket are good in the evening. A black business suit is good for either evening business meetings or formal public appearances.

1.2 Communication

RULE 1- Never start a conversation with business proposals.

When, after the word "hello!" Those. You are trying to fuck something with a person in an impudent way, and not offer him your friendly hand of mutual assistance.

Always first try to make friends with the person, talk and find out his interests, inclinations and, of course, difficulties. Only after you get to know the person deeper and make friends with him, after he himself shares his innermost problems with you, start a conversation about how your proposal, product or service can help him in solving these problems.

It is this kind of work that will pay off all the time and financial costs with interest! Always remember the golden rule "SEVA and HARVEST" - any successful, enterprising and rich person first gives a lot, and then gets a lot.

RULE 2- Avoid giving direct advice.

This is one of the most common mistakes! It is advisable to avoid giving your ready-made solutions to other people's problems in a direct form. Very few people are ready to learn from the mistakes of others and are able to openly perceive someone else's life experience.

Moreover, what has helped you will not necessarily help someone else. Express your point of view softly and unobtrusively, constantly emphasizing that this is just your vision of the topic and your personal experience. Show your awareness and competence in the topic under discussion and make the person himself ask you for help and advice. Don't give the impression of a "Pro", be one!

RULE 3- Use the style of indirect questions.

To make it immediately clear what a direct question is, I will give examples:

"Do you need money?",

"Do you want to be happy, healthy and rich?"

"What do you do for your living?"

"How old are you? (To the girl)" etc.

With such questions, you often put a person in an awkward position and often, one such question can end the whole conversation, making the person not a friend, but an enemy. Any direct question is an attempt to forcefully pull out all the ins and outs of a person. Remember that your interlocutor must be brought to this point gradually and so that he himself makes a decision about discussing his problems or difficulties with you.

RULE 4- Encourage self-reflection on the problem.

This rule helps you stimulate the conversation. There is no need to issue ready-made solutions on this or that topic. Give food for thought to the person, so that he himself thinks and comes to some conclusion, and then expresses this thought. Use speech patterns like:

"What do you think?"

"What do you think about this?"

"How do you see this question?"

"How do you like this option? How do you feel?"

Then discuss all the strengths and weaknesses of this decision. Do not forget about your unobtrusiveness and the role of a friend. Even if the thought expressed seems silly, then do not rush to inform the person about it. In general, you should never show your superiority over someone, the person himself must understand this from how skillfully and competently you are in the conversation and master the topic under discussion.

RULE 5- Allow others to independently determine their direction in which they would like to move.

This is also a very important rule that helps in a successful dialogue. In fact, if you adhere to rules 1, 2, 3, 4, using them actively in a conversation, then a person will certainly come out on his own to his own difficulties. This is exactly what we need, since any successful business is a solution and a way out of most problems.

Here the saying is very pertinent - "Whoever hurts what, he talks about it." People tend to discuss their sore spots with other people. The main problems of people are a lack of recognition, communication, material freedom or health. Subconsciously, they are always looking for ways to solve these problems, but if you directly offer them your help, then in most cases they will refuse it.

Therefore, the task of a professional "Communicator" is to do everything so that a person independently, during a conversation, shows his problems and accepts your offer as the most profitable.

RULE 6- Use word locks.

If you have already passed to the stage of issuing information about a business, product or service, then in no case do not throw a stream of offers on the person. Do this in an ascending, soft and fluid manner. When you reach a peak and feel that you need to defuse the atmosphere, then use anchoring word locks such as -

"Is it the same?"

"Am I right?"

"It's true?" etc.

Thus, you actively involve a person in obtaining information and manage the process of its good understanding and memorization. On the other hand, there is a kind of relaxation of communication, and you are not the only one speaking.

RULE 7- Add a little humor and wit into the conversation!

Nothing attracts you more than your ability to make the interlocutor laugh and defuse any tension that may arise. If you feel that there is some tension in the conversation, then tell some anecdote on the topic or transform the problem into a joke!

As practice has shown, it is very important when you give commercial information, to take small breaks and distractions from the topic, this also liberates the conversation and the assimilation of the material.

Of course, everything will not work out right away, but try, learn, read more fiction and educational literature, often go to such portals as www.anekdotov.net. In short - raise your intellectual level and constantly develop!

1.3 Business card

A business card is a small sheet of thin cardboard (or high quality thick paper) with basic information about its owner printed on it.

The use of business cards has a history. They first appeared in France in the 17th century, although something similar existed in ancient China. In pre-revolutionary Russia, business cards were very common. First of all, they were a kind of evidence of the visit. So, for example, announcing his return, bringing gratitude, etc., it was necessary to pay a visit in person, and in the absence of the owners, a visiting card was left. Business cards were practical and convenient, with the initial letters on the 4 corners of the designations of various occasions that could be the reason for the visit. For example, "p" - meant congratulations, "o" - departure, and therefore a farewell visit, "w" - a desire to inquire about the state of health, "v" - return from a long trip. The corner was bent where there was a letter indicating the purpose of the visit.

In countries with developed market economies (both West and East), business cards play an important role in modern business etiquette and in most cases replace any document, including an identity card. Business cards are gradually becoming part of everyday business practice in our country.

In the process of development of business cards as elements of business communication, two of their most important functions have been identified: representational and use as a written message.

When performing a representative function, the following types of business cards are best known:

1. A card for special and representative purposes, which indicates the last name, first name, patronymic, full name of the company, position, but do not put down the coordinates - address and telephone. Such a business card is given upon meeting. The absence of an address and telephone number indicates that the cardholder does not intend to continue contact with the interlocutor.

2.Standard business card, on which the surname, name, patronymic, place of work, position, office telephone, telefax (telex) are indicated. The presentation of such a card indicates the intention of its owner to establish close relationships with the person presented to him. The home phone number on a standard business card is usually indicated only by creative professionals who work most of the time in their home office. This type of business cards is used exclusively in the business area.

3.Card of the organization (firm), which indicates the address, telephone, telefax (telex). With such a card, congratulations, gifts, flowers, souvenirs are sent on the occasion of significant dates. The presence of several telephones, intercom numbers on the card indicates the large number of its personnel, and, therefore, indicates its solidity.

4. Business cards for informal communication, which indicate the last name, first name, patronymic, sometimes - profession, honorary and academic titles, but do not put down the details that emphasize the official status. A variety of business cards for informal communication are joint cards of spouses or "family" cards, which indicate the surname, first name and patronymic of the spouses (the wife's name is usually written first), as well as the home address and telephone number. Such cards are applied to gifts that are presented on behalf of the husband and wife, and are left during joint unofficial visits.

In Russia, business cards with two-sided text are widespread: in Russian on the one hand and in a foreign language, most often English, on the other. However, separate sets with one-sided texts in Russian and foreign languages ​​are preferable. Using the business card in the business partner's native language is a show of respect for him. At the same time, it is important that the text of the card is prepared by a professional translator, since the names of positions, departments, divisions often have no direct analogues. The convenience of a one-sided business card is also manifested in the fact that you can make the necessary additions and notes on its reverse side.

Certain standards have developed in the design of business cards. So, the name of the managerial employee of the company is printed in the center of the card, the position is printed in smaller print under the name. The name and address of the company are placed in the lower left corner. Phone number, telefax - in the lower right. On the business card of an employee who does not hold a managerial position, the name and address of the company are printed in the center, in the lower left corner his name, patronymic, surname. Bottom right - telephone and telefax numbers.

On the card of a representative of a state institution, the coat of arms of the country may be depicted, and on the card of an employee of the company - the corporate emblem.

The most common size of a business card is 9x5 cm.

Business cards are printed on thick coated paper. A white business card with a strict black font is considered a classic option, although at present business people, in addition to diplomats, use other colors in the design of business cards.

When meeting, the younger one is the first to give the business card to the older one; in case of equality of social status and in informal communication, the younger one is the first to give the business card to the older one. At a business meeting with foreign partners, the owners are the first to present business cards. The exchange of business cards is strictly ranked, starting with the highest-ranking members of the delegation.

When presenting a business card, they say their surname aloud, and upon receipt - the surname of the presenting person. This is done to avoid mispronunciation.

When presenting business cards, it is customary to exchange light bows.

An analysis of a business card (such work is ongoing in many firms) can provide additional information about the status of its owner, the organization he represents.

2. Protocol seniority issues

The basis of any organized society is its hierarchy, which is understood by everyone and recognized by all seniority - social, managerial, professional, etc. Seniority is the essence of protocol practice. The nature of the ceremonies of official events, their etiquette content reflect the existing hierarchy in the state.

The protocol hierarchy, however, is broader and more complex than the official one; it is not limited only to the circle of the named persons. Indeed, among the guests of honor at official events can be former members of parliament and government, as well as representatives of the church, scientists and cultural figures, heads of public organizations, etc. Determining their seniority is no less important, and sometimes much more difficult. In addition, the criteria of protocol seniority largely depend on the national and cultural traditions of the country.

Since the protocol hierarchy does not always coincide with the service hierarchy, in the national practice of many countries, the lists of protocol seniority approved by the head of state are now generally accepted.

2.1 Order of meeting, greetings and introductions

Greetings

Politeness as a guiding attribute of a well-mannered person is a greeting to begin with. Since the old days, people have shown each other a special reverence with the help of greetings.

The forms of greetings in different states stand out strongly. Although, with all the variety of greetings, international etiquette is basically the same: when people meet, they want each other for good and prosperity, well-being, good luck in work, a good-natured morning, afternoon or evening.

The basic rule of oral greetings is considered to be the principle "from the bottom up", the first to greet the subordinate with the boss, the youngest with the older, a member of the delegation with the leader, in our country the representative of the stronger sex with the young lady.

For handshakes, the principle "top down" works, that is, the person most senior in position or by age is the first to offer his hand. Handshakes are sometimes required. For example, as soon as a guest enters the head, it is quite polite and correct to do with the verbal greeting "Good morning", "Hello", with all this make a light bow with your head and smile a little.

Today, handshakes between a representative of the stronger sex and young ladies have begun to spread in connection with the democratization of business etiquette. In addition, there is still a large number of prejudices in the solution of this issue. , almost all chapters, as before, believe that the actual organizer of the handshake must be a representative of the fairer sex. Some young ladies, including, make comments about this rule to their own leaders. , an employee of the consumer society in the Penza region, in response to a representative of the stronger sex extended her hand for a handshake, reprimanded him, in fact, he is illiterate. In this situation, one should not consider the outstretched hand as impolite. On the contrary, the very recognition of her professional value and authority. The head in the given case was offended and, with 1 authority, parted with the employee.

Shaking hands is also becoming common among business ladies. With this, they show the conviction and power of their own position.

Business partners from Europe and America, in most cases, shake the hand of a business lady, thus demonstrating that, in fact, she is considered an equal business partner.

Those who enter the building must (regardless of their official rank) be the first to greet those who are there. And those who are there answer not in chorus, as in high school, but only those who sit closer, who are more comfortable.

It is possible to greet a person who has come without getting up from your own workplace, although you will certainly break away from work for a certain number of seconds. Almost all chapters tell, in fact, as soon as they enter the room to the subordinate, he continues the telephone dialogue.

With all the variety of greetings, they cannot be cheeky. Avoid tautologies when greeting. When you hear "Hello!", Look for something similar - for example, "Good-natured day!".

Once, entering a room where a number of people are located, you want to shake hands with one person, etiquette is expected to certainly outlive the hand and everyone else (naturally, if there are not very many of them).

Having met with the category of your people, it is not at all necessary for everyone to shake hands in turn. Although, when we have already stopped and shook hands with an acquaintance, whom he is talking with one or more unknowns, greet everyone, calling yourself, as when we first met.

Moreover, the subordinate is actually the first to greet the boss, it happens, the head itself does not respond to the greeting of subordinates. This behavior will certainly spoil the attitude towards him.

It is essential to take into account national customs and traditions. , we should not forget that the energetic handshake in the bulk of the states of the East and Southeast Asia, which is actually accepted in the West and is considered an indicator of a strong disposition, is absolutely inappropriate. The Hindu handshake changes the tilt of the head to the hands folded at the chest. In Japan, it is customary to bow in response to a greeting. In the Arab and South American states, it is customary that when partners of the stronger sex actually meet, they embrace each other.

In recent months, one of the recognized rules of business etiquette has been violated: "The only acceptable touch to a business person is a handshake." In social places, it is outrageous to kiss when greeting, even when you are probably a good friend of yours. Kissing in a business relationship should be handled with caution. A welcome kiss can only be tolerated if you are remarkably familiar with the person and you have close business friendly relations. And by all means here it was necessary to take into account the situation in which the meeting happens. For example, during a secular reception, at a buffet table where guests are invited with their husbands, an exchange of kisses between business partners is appropriate.

Representation

In secular etiquette, it is customary to adhere to the rules, in fact, a person begins to be present for you only from the minute you were supposed to. Until then, you do not have the right to talk to him, greet him, etc. In contrast to the secular in business etiquette, a number of other rules. , for example, self-presentation is allowed.

Representation in business life is considered a significant component of politeness. With the help of it, it is possible to establish the necessary and necessary relationships. In accordance with business etiquette, to suggest someone means to name his surname, surname, position, organization in which he acts.

According to the strict rules of business etiquette, acquaintance must take place with the assistance of a third person who knows two acquaintances. This person acts as a guarantor for both parties, a guarantor of the decency of the people represented to each other. Although in today's business world, the role of the guarantor can be made by the organization in which the employees work (or met at a business event).

As soon as you introduce people, you are obliged to introduce the younger one to the older one, the single person who is legally married, the lowest in the hierarchy to the highest, the man to the fairer sex, the most girl to the older, etc. For example: " Viktor Aleksandrovich, let me suggest you Boris Ivanovich, vice-president for management. Boris Ivanovich, Viktor Aleksandrovich himself, is the president of our company. " Of course, the actual desire to be allowed to assume someone is considered a pure formality, for the following reasons, when in doubt about the appropriateness of the representation, the golden rule is to categorically abandon it! Surnames and names should be pronounced specifically and clearly, so that there is no need to ask again. As soon as you introduce people, try to describe them to each other to facilitate subsequent communication.

After the performance, it is possible to say "Too good", "Heard about you", "I also work as a staff clerk." Nodding your head, smiling - this is absolutely enough to demonstrate your interest, respect and pleasure from a fresh acquaintance.

As soon as a man is supposed to be a lady, he appears and bows a little, and the fairer sex remains seated.

As soon as you have just suggested a person, and you do not immediately remember his surnames and names, and you also need to introduce him to someone else, do not shame, but bringing them closer to each other, just say: "Please, meet me."

When we officially meet a new employee at the office, we give the director and guests - to the director. The exception is the most honorable guests (mayor, president). When presenting, we will certainly name the surname, surname, position and company where the person works.

Since you are supposed to be a group of people, it is quite easy to make a light bow, but do not go up to anyone and shake hands.

2.2 Protocol and organizational aspects of negotiations and conversations

Meetings, especially with officials, should preferably be held in specially prepared rooms. There should be no unnecessary documents on the tables. There may be notepads, pencils, matches, cigarettes, ashtrays, bottles with mineral water and wine glasses (inverted is a sign of their unused). In addition, there may be flowers in low vases on tables (in the center or at the edges).

To meet the foreign delegation at the entrance, in the lobby of the company, should be the employee of the protocol department, the secretary of the institution, etc. He escorts the delegation to the premises where the negotiations will take place. The host delegation itself must be in full force in this room. If the negotiations last for a long time, then during the break, refreshments can be served: tea, coffee, sandwiches, fruits, etc. It is advisable to organize the guests' refreshments in a separate room. In the absence of such an opportunity, the treat is brought into the room where the negotiations are taking place.

The seating at the table at which the negotiations are taking place must be made in accordance with generally accepted rules and taking into account the level and position of the persons involved.

At official breakfasts and dinners, guests are seated according to their rank in order of protocol seniority.

Officials who have a rank or title, are on vacation or out of work, in other words, who do not perform their functions corresponding to their rank, are inferior in seniority to guests of the same rank who are in active work. If a guest performs duties higher than his rank, he takes the highest place assigned to him.

As women increasingly occupy high positions in elected bodies and in administrative positions, at official lunches and dinners, women are seated among men according to their rank.

At informal breakfasts and dinners where men and women are present, if possible, do not sit side by side. In such cases, unless the woman is the head of the mission, the women are seated in accordance with the seniority of their husbands.

Widows retain the rank of husbands. Unaccompanied women are seated according to age, rank or title. Married women have seniority above widowed or divorced women. All women are senior in seniority to young girls, unless their rank and responsibilities or honorary titles give any of them special preference.

The husband of a woman in an official position sits among the men in accordance with the rank of wife, if the position he occupies does not qualify him for a more honorable position.

In meetings where both officials and eminent personalities are present, there is inevitable conflict between seniority in law and seniority for reasons of courtesy. In these cases, the following rules must be observed:

* the relative seniority of persons holding an official position is always taken into account;

* when seniority has been determined, guests of honor will be accommodated among officials, with a courtesy preference for persons of high rank and greater influence in public life;

* foreign visitors are generally accepted. Foreign guests of equal rank rank higher than the citizens of their country. Citizens working outside their home country are ranked higher than their compatriots.

At receptions such as breakfast, lunch, dinner, guests are seated at the table in a strictly defined order. Seats at the table are divided into more and less honorable ones. The most honorable place is to the right of the hostess (at an unofficial reception) or to the right of the owner (at an official reception). Further, there are places to the left of the hostess and the owner, as they move away, less honorable.

At a formal reception, where the guests are present without wives or husbands, the main guest is offered a place at the table opposite the host.

The host must ensure that each guest is introduced to a lady, whom he must accompany to the table.

If, under certain circumstances, it does not appear to assign a place of honor to the guest, which is due to him according to the protocol, then the host apologizes to him immediately upon the arrival of the guest and explains to him the reason for the deviation from the protocol.

The host and hostess greet guests in the lobby in front of the dining room. One of the receptionists announces the name of the incoming guest. The guest follows through the hall (hall) and greets the hostess and host. The arrival of guests must be subordinated. The first to arrive are guests of less seniority. Until the guests of honor arrive, they entertain themselves with conversation, acquaintance and an aperitif.

As soon as the head waiter announces the invitation to the table, the owner offers his hand to the first lady and is the first to enter the dining room. The guest of honor offers his hand to the hostess, and they enter last.

The maitre d 'awaits the hostess and the guest of honor at the entrance to the dining room, then follows them to the table and pulls up chairs for them. The guests take their places after the hostess is seated.

At the end of the reception at the table, the hostess is the first to get up and leave the table.

If the reception is not ceremonial, especially breakfast, it is not customary for ladies to shake hands. In this case, after the maitre d 'announces that "the meal is served," the hostess accompanies the women to the dining room, and the host accompanies the men.

The owner and hostess always make sure that the conversation at the table is general and that there are no critical remarks about the authorities and absent persons. Heads of delegations can sit at the head of the table (translators are on the side), and then the rest of the delegation is located at the table.

However, another option is more often used: the heads of delegations sit in the center of the table, opposite each other, next to them are the translators and then the members of the delegations.

If three or more parties are involved in the negotiations, then they are seated alphabetically clockwise around a round or rectangular table. The chairpersons take turns alphabetically, or the host presides at the first meeting, and then alphabetically. There is another seating option, when only the heads sit around the table, and the members of the delegations sit behind them.

Conclusion

Based on the results of the study of this work, a number of problems related to the topic under consideration were revealed, and conclusions were drawn about the need for further study and improvement of the state of the issue.

Each person implements his own life scenario, plays his social and professional roles. And if the scenarios do not coincide or they do not suit us, we strive to correct them, enrich them, or rewrite them anew.

The first impression remains in people's memory for a long time, so you should not neglect your appearance.

We need a business style and protocol seniority rules throughout our lives, for example: during an interview, when you apply for a job or at the conclusion of contracts, presentations and you look neat, beautiful, stylish, well-groomed, not defiant, then this will already be a big plus for reaching your goal. And if, in addition to all of the above, you know how to speak competently, be able to present yourself, be a polite, friendly, cultured-business person - this will take a big place in your activity and ensure your success.

Therefore, each of us should think about the problem that our society leads to stagnation, to a decrease in the standard of living, and in our own interests we must master the proper skills of business communication and know the rules of protocol seniority.

Listsources

1.http: //www.etiket.ru/contact/salute.html

2.http: //etiquete.okis.ru/price.html

3.http: //www.krotofilin.ru/proza/etiquette/

4. Kibanov, A.Ya. Ethics of business relations [Text]: textbook / A.Ya. Kibanov, D.K. Zakharov, V.G. Konovalov. - M .: INFRA-M, 2003.- 368s.

5. Business communication. Business etiquette [Text]: textbook. manual for universities / Compiled by I.N. Kuznetsov. - M: UNITY-DANA, 2004 .-- 431 p.

6. Lyadov P.F. "Diplomatic Protocol and International Cooperation"

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Communication or communication is a specific form of interaction between people in the process of cognitive and labor activity. Business communication, its functions. Features of business communication, rules and restrictions established by the regulations. Business standards.

Introduction

Behavior, clothing, speech are a person's “visiting card”, his attitude towards others. Therefore, it should be remembered that there are no little things in a business relationship.

For several centuries, business communication, communication between people employed in various industries, in trade, in the financial sector, and in many others, has taken a large place in their activities, ensures their success. In the modern conditions of the life of our society, our state, it has become even more important.

Life practice shows that not all people interested in this possess the culture and the proper skills of business communication, although they should possess them in their own interests. This often turns into miscalculations in their entrepreneurial and work activities, affects the quality of their work, products, etc.

Tasks: study of the features of business communication, protocol seniority, behavior of men and women. Master the skills of business communication in order to feel free and professional in the business world, where there are approved attributes of communication.

Target: to master the theoretical material of the behavior of men and women, to present oneself from a business point of view to others and to apply all aspects in practice.

business communication attribute conversation

Business communication aspects

Business clothes

The appearance determines the first impression, which remains in people's memory for a long time. The effect of your appearance on a partner or audience is determined by your condition and your appearance.

When choosing a suit for the first meeting, it is better to remember that the classic style always speaks of the good taste of its owner, while extravagant and ultra-fashionable clothes may not be perceived by everyone. If you are going for an interview at a financial institution, choose a conservative business dress. If you are going to an interview with a construction company or a design firm, you can afford to dress in a more casual style. You can try to find out in advance whether the company has a business or more casual dress code, but in any case, it is better to dress more formally during the interview. If appearing at work in jeans is considered in the order of things in this company, you can afford it when you start working, but you should not come to interviews in a sweater and wrinkled trousers. You will look calm and confident if you wear whatever suit you like. Naturally, we are not talking about your favorite jeans or trampled boots, but about that version of business attire in which you feel attractive.

Suit wearing rules:

You should not combine business style with sporty;

When wearing a suit, you should always wear a tie;

A shirt worn with a suit must have long sleeves;

If the cuffs of the shirt are visible from under the sleeves of the jacket by about 1.5-2 cm.

The shirt should not have breast pockets;

Do not allow the lingering end of the tie to be visible;

You should not stand out with your clothes during working hours.

Ties should not be too bright and without catchy patterns, socks in dark colors;

It is not allowed that two elements of the costume have a pattern at the same time.

A woman enjoys much more freedom in choosing a style of clothing and fabric than a man. The main rule that should be observed when choosing clothes is the appropriateness of the time and setting. Therefore, it is not customary to come to work in the office in luxurious dresses. It is best for a woman to wear a formal suit or rather conservative dress for an interview, without going to extremes when choosing a skirt length, colors and jewelry. You should also be aware of the special psychological effects of the colors of your clothes. All accessories (tie, cufflinks, jewelry, handbag, scarf) must be thought out and matched to the suit.

Usually, the color of the clothes is selected with the following calculation:

Blondes are best suited for blue;

Brunettes - yellow;

White color suits people with a pink complexion;

Black absorbs the shine of other colors.

The main danger that lies in wait for a woman when choosing a business suit is its provocation. Therefore, a woman should always remember: if you are in business, you need to be ready to make certain sacrifices in clothes.

Rules for wearing clothes for women:

The jacket is fitted, but slightly, and it is not accented;

The jacket can be double-breasted or single-breasted;

Buttons - necessarily real bone or covered with fabric or leather.

The skirt should be straight, narrowed downwards, fitting the hips, with a slit in the back no more than ten centimeters;

Gold and silver straps on the skirt are excluded.

Handmade leather straps with the logo of well-known brands are welcome;

Trousers of a purely classic cut, slightly tapered from top to bottom;

Fabric and color play an important role in choosing a business suit for women. The color scheme should not be variegated: gray, beige, various shades of dark blue, deep burgundy, brown and black.

It is known that a business suit, consisting of a skirt and a jacket, is more often intended for events in the first half of the day. Trousers and a jacket are good in the evening. A black business suit is good for either evening business meetings or formal public appearances.

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New page 2

"How is a London dandy dressed ..."

The first to begin to pay serious attention to detail were the English dandies. They strove to emphasize their individuality in every possible way, and for this purpose they came up with a special way of dressing: so that no one could reproach them for being vulgar and so that all elements of clothing would be combined. This principle was called "noticeable invisibility", he obliged to think over every little thing. A mouthpiece, a tie pin, key rings on a watch chain - all these details had to be in harmony with each other.

The main rule for modern dandies is not to overdo it with embellishment. There shouldn't be too many accessories, and they need to be combined with each other. All things should please their owner: it is noticed that unloved trinkets are often broken and lost, while favorite little things create a special atmosphere and help in business.

Modern accessories are made from a variety of materials: mother of pearl, python skin, weightless plastic. Of course, plastic is incompatible with business style. A business person will suit elegant and solid little things that will look solid and will last a long time. Many jewelry houses make accessories from precious metals with natural stones: cases for glasses, mouthpieces, toothpicks, pill boxes and other useful things. Silver is a safe bet: it is always in vogue and indicates that its owner has good taste. Blackening looks especially good on men's silver accessories. Such a thing looks as served and noble as an old aged wine. The fashion trend is to decorate silver with engraving in the form of abstract patterns or whole paintings.

Gold is also quite suitable for a modern man. But with precious stones you need to be more careful - this is still a women's diocese. The male version is rather enamel, noble leather, inlays of semi-precious stones (carnelian, amber, agate, jet, jasper). Often, accessories are sold in sets: a business card holder and a pen, or a mouthpiece and a lighter. It is better not to get carried away with sets - a pleasant variety is welcomed.

Pen

The most important accessory for a business person is a pen. Of course, in our computer time, there is almost no need to write with it. But the pen is a very special thing. It keeps the fingers of its owner warm.

Men are much more partial to pens than women, and always notice than others write.

It is pleasant to sign papers with a beautiful pen, and the ugliest handwriting becomes better. This is an indispensable thing for making decisions: most often, in thought, we turn the handle. For this case, manufacturers have come up with special pens for fortune-telling with sides, like a cube, on which simple answers like "yes", "no", "consult a friend" are applied. You just need to throw the pen on the table and see what answer it offers you.

The pen is indispensable for boring meetings and when dating: you can write down contact information with it. If you ask your partner to sign a document with an elegant, expensive pen, they will surely appreciate it. The pen is not just an accessory, but practically the face of a business person.

Mobile phone

The phone we use every day must be comfortable, durable and beautiful. Not so long ago, a novelty appeared in the family of luxury accessories: mobile phones made of precious metals. Jewelry phone cases are made of platinum, white or yellow gold (sometimes with soft leather inserts), and the screen is made of sapphire glass, like a watch. Such an accessory suits both a business suit and an evening dress, it was created for those who are not afraid of luxury and always choose high-quality and beautiful things. A phone made of noble metal will tell others that its owner is a brave person who is proud that he was able to achieve a lot.

Smoking accessories

A stylish lighter is an attribute of the modern macho. It can be in a beautiful case with inlay or engraving. Lighters with gold plating and colored enamel look especially graceful; they depict whole paintings, portraits and landscapes on them.

In addition to a lighter, the smoker needs an elegant cigarette case. Leather will suit the safari style lover, silver with blackening - for a dandy, and the most spectacular - with an engraved dedicatory inscription - for the chairman of the board of directors.

A cigar fan does not need to be told that all the attributes for smoking should be of the highest quality and pleasing to the eye, otherwise it will be impossible to get real pleasure from smoking. Lighting a cigar is a whole art, and few people own it. True connoisseurs know perfectly well how scissors differ from a guillotine and why a special ashtray is needed.

Business card holder

A business card holder is a truly irreplaceable thing. Without it, cards will crumble, get dirty and lost. In addition, a beautiful business card holder makes an extremely favorable impression on the interlocutor. He sees that he is a serious and accurate person who can be trusted. A business card holder should be as modest as possible, but stylish - a simple metal box or leather case. Combinations of leather with metal or a combination of leather in two colors are acceptable. Decorations only get in the way here. The card holder should be in harmony with the diary - this is a classic combination.

Clock

A watch is the most important, expensive and prestigious accessory for a business man. As a rule, we are quite satisfied with the dials with the local time designation. Recently, however, many brands offer our attention the latest movements that can show the time in two time zones at once. Is this another technical gimmick or an urgent need?

Such watches are favored by businessmen, who, getting off the plane, immediately go to a business meeting.

Another toy for high-tech fans is a tourbillon watch. They are produced by luxury watch houses. The tourbillon window makes the heart of the watch visible. His movements are rhythmic and energetic. This is life, steps forward, in the circle of the dial. The shifted axis of symmetry creates an optical rotation effect - a real magic. Of course, a tourbillon watch costs like a luxury car. The difference is that you have to leave the car at the entrance, and the watch is constantly on your wrist and opens all the doors for you.

Briefcase and bags

The portfolio is an equally important part of the image. He talks about position and position.

Whether you have to take work home or travel frequently on business, you need a large portfolio. But stay elegant; do not fill your briefcase to capacity - you may get the impression that you are not a business-like person, but simply disorganized, not able to compactly pack your things. If necessary, try to get two portfolios: one for the materials you intend to work on over the weekend and one for travel; and another smaller briefcase or a briefcase for everyday use.

Thin leather folders are suitable only for internal use, and sometimes testify to the insignificance of the status: "I am here only for keeping the minutes." If you are part of the core team, having a portfolio at meetings speaks volumes about your position.

Today, bags with long straps are becoming more and more popular, especially among young people who prefer practicality and lightness. Use them as you go to and from work if you like, but you should still bring a briefcase to an important meeting.

Briefcases and briefcases are made from various materials, but the only material suitable for the position of a successful man is dark leather: black, tortoiseshell, mahogany, maroon, charcoal or dark blue.

Wallet

A wallet should be matched with other leather details; it is most practical to match it to a briefcase. This is an expensive but safe style option. You can also match the wallet to your belt or shoes, which is sophisticated but impractical.

It is best for business men to choose a calm-colored purse that is not overloaded with accessories. The most popular wallets are small, with many credit card compartments and one or two large paper compartments. Stuffing your wallet with business cards and photos is not worth it, an organizer is better for this. Again, prestigious firms will help you make the right choice.

Life is easier in a poor and educated person. He knows the rules and follows them. Provided that his environment knows and observes these rules too, it is easy to achieve mutual understanding, establish successful interpersonal relationships - the key to productive business relationships and a successful career.

1. Punctuality

There is no mistake more serious than a business person arriving late at a meeting. It’s worse not to come at all. Nobody likes to wait for anyone, especially in the business area. Therefore, never be late for places where punctuality is important.

2. Restraint

The business world is not a place for emotional outbursts. Especially we women find it difficult to come to terms with this. But business partners will not forgive us neither tears, nor bad mood during PMS, nor flirtatious smiles. Be dispassionate and you will become. And, therefore, to respect your opinion.

3. Politeness

Actually, a lady should never be rude. But especially at a business meeting. No, you don't have to love your business associates. But good attitude, even in business, works wonders. Therefore, a demonstration of friendliness and a positive attitude will increase the effectiveness of any meeting at times.

4. Tactfulness

Business communication rules must include good manners. Tactlessness is a gross violation of the pilgrims. She can turn the tide of the entire meeting not in your favor. How you entered, how you greeted, to whom and how you shook (or did not) shake hands, how you said goodbye - all this is important, which should not be neglected.

5. Acquaintance

If the business partners do not know each other, their introduction follows at the first meeting. The first is the chef from the host side, then the head of the guests. Then they introduce the rest of the staff. The younger always introduces himself to the older, and gender does not matter in business etiquette. Even if it happened to meet earlier, the greeting protocol "break" with exclamations "We are familiar!" not worth it. Introduce yourself again. If someone did not give a name, it is allowed to ask, but only once. You can't ask again. The introduction and greeting may be followed by a handshake.

6. Handshake

This is a separate topic, a gesture in the life of a modern business person is simply necessary.

Shakes hands first:

• senior to junior;
• the boss - to the subordinate;
• woman to man.

And no "cross" handshakes, even if a large number of people want to say hello at the same time. First, women shake hands, and then men. You should serve your right hand, even if you are left-handed. If your partner is wearing gloves, you can also keep your gloves on.

7. Business cards

Another indispensable attribute of business communication. Not having a business card today is bad form. Not giving it in response to a request or to a business card given to you is tantamount to "business suicide." Keep your stock with you at all times. The rules for exchanging business cards are the opposite of the rules for shaking hands. The man gives the business card to the lady first, and the youngest to the elder.

For an absentee acquaintance, a business card can be used by sending it to the addressee with a folded left corner. In response, of course, his business card should follow.

8. Dress code

This aspect of business etiquette deserves special consideration. The look must match the dress code of either the company or the situation. One of the essential elements (in any weather, even in forty-five-degree heat) are tights. Flashy or too expensive jewelry is not welcome. Bad form is loose hair.

9. Handling

We have already said about tact and politeness. Familiarity is also inadmissible. You need to contact the interlocutor for you and by name and patronymic, first name, or surname, with the obligatory addition of the words: mister / madam, mister / mrs, etc. (in which country, as is customary). Untitled can seriously damage your reputation. And to speak about any of those present in the third person, using the pronouns "he", "she" is generally unacceptable.

10. Communication

It does not follow:

Business communication etiquette allows you to save time and not spend titanic efforts on thinking about the line of conduct. There are rules that have long stated what is needed and what not to do. It remains to study and adhere to them. And to direct the liberated energy to the development of your business idea or the search for an argumentation base for your new brilliant project.