Modern business protocol and etiquette (A. Yu. Shepeleva). Introduction to the discipline “International Etiquette and Protocol”

29.09.2019

As a result of studying this topic, the student should:

know

business dress etiquette;
concepts of “business etiquette” and “trade secret”;
business protocol;

be able to

analyze the results of a business conversation;
carry out the preparation stage for a business conversation;

own

skills in organizing and conducting business conversations, telephone conversations, video conferences;
written business etiquette skills.

Business Etiquette

Business Etiquette- This is an established procedure for behavior in the field of business and business contacts. Everyone knows that any employee of a company is the face of the company, and it is important that this person is both attractive and professional, friendly and adamant, helpful and independent.

Modern business etiquette is a deep knowledge of decency, the ability to behave in a team in such a way as to earn everyone’s respect and not offend others with your behavior. By the culture of behavior of a company employee and his ability to communicate with clients, one can judge the entire team of this company.

Knowing the rules of business etiquette helps you avoid mistakes or smooth them out in accessible, generally accepted ways. Therefore, the main function or meaning of business person etiquette can be defined as the formation of such rules of behavior in society that promote mutual understanding between people in the process of communication. The second most important function of business etiquette is the function of convenience, i.e. expediency and practicality. From the smallest details to the most general rules, business etiquette is a system that is close to everyday life. After all, the most important principle of etiquette is that it is necessary to act according to etiquette not because it is customary, but because it is more expedient, more convenient, and more respectful towards others and oneself. In modern business, the face of the company plays a significant role. Those organizations in which business etiquette is not observed lose a lot. Where business etiquette has become the norm, labor productivity is higher and results are better. Entrepreneurs around the world know the most important tenet of business: good manners are profitable. It is much more pleasant to work with a company where business etiquette is observed. It has become the norm almost all over the world. This is because etiquette, due to its vitality, creates a pleasant psychological climate conducive to business contacts. Etiquette helps only when there is no internal tension arising from an attempt to do something according to the rules of etiquette that we have never done before.

The established moral norms are the result of a long-term process of establishing relationships between people both in public and in family life. Without observing these norms, political, economic, cultural and family relations are impossible, since people cannot exist without taking into account each other, without imposing certain restrictions on themselves. And here etiquette plays a very important role.

However, the requirements of etiquette are not absolute. The norms of etiquette, in contrast to the norms of morality, are conditional; they have the nature of an unwritten agreement about what is considered generally accepted in people’s behavior and what is not.

Rules of business etiquette at the enterprise

Business is done not only on an economic basis, but also on an ethical one. Just as it is unacceptable to violate generally accepted rules of entrepreneurship in commerce, it is also unacceptable to violate the rules of business etiquette.

Mastering the civilized market, modern entrepreneurs should know that only 10–15% of those who want to establish themselves in the market world achieve their goals. And it is following the rules of business etiquette that is the key to success in business. In other words, following the rules of business etiquette is one of the necessary elements of your professionalism.

Global economic ties oblige business people to know the rules of good manners of other countries. Here, violation of the rules of etiquette can even lead to the severance of business ties and result in the loss of sales markets. The rules of business etiquette change over time, some of them have now lost their binding nature, for example, elements of behavior towards a woman. Until recently, it was believed that a man must definitely pay the bill at a restaurant if he is dining in the company of a woman, open the doors for her, and let her pass first when exiting the elevator. Today such rules are not mandatory. Modern business etiquette recommends that the person closest to the door exit the elevator first. The woman puts on her coat herself, but if she has difficulty doing this, the man is obliged to help her.

Just being polite and friendly is not enough. In business etiquette general principles acquire a specific color, which is expressed in the following basic rules.

1. Rule 3 × 20.
2. Be punctual in everything.
3. Don't say too much.
4. Think not only about yourself, but also about others.
5. Dress appropriately.
6. Speak and write in good language.
7. Watch your gestures.

Rule no. 1. The 3 × 20 rule says that the first 60 seconds of communication say everything about you. Gait, posture, manner of holding and presenting oneself, gestures, the first phrases spoken, volume, timbre of voice, as well as clothing, hairstyle, neatness - all these factors together make up the first impression of a person when meeting.

Demeanor is extremely important. Try to always stand straight with your chin slightly raised. You should not walk with your head down, as if looking for coins dropped by others on the floor. To get rid of the habit of walking slouched, looking at your feet, you can practice walking with a book on your head. An excellent exercise for developing a regal posture.

Rhetorical tools for business speech. For business communication to be successful, you must learn to use your speech in such a way as to interest your interlocutor, influence him, win him over to your side, speak successfully with those who sympathize with you and with those who are against you, participate in a conversation in a narrow circle and speak to the general public.

A special science teaches how to speak beautifully - rhetoric, or the science of eloquence. It lays out the laws of preparing and delivering public speeches in order to produce the desired effect on the audience.

Rhetoric involves taking into account factors that significantly influence the effectiveness of communication.

The first such factor is audience composition, its cultural, educational, national, age and professional characteristics.

The second factor is content and the character itself speeches. An authoritarian tone and peremptory statements are unacceptable here. It is necessary to show trust in people and consult with them during the performance process.

The third factor is objective self-esteem a speaker of his personal and business qualities, competencies in those issues with which he speaks to people. It is important not to overestimate or underestimate your preparedness.

Conventionally, the following communication styles are distinguished: “mentor” – instructive and edifying; “spiritualizing” – elevating people, instilling in them faith in their spiritual powers and personal qualities; “confrontational” – causing people to want to object and disagree; “informational” – focused on transmitting certain information to listeners, restoring certain facts in their memory.

The following psychological and didactic teachings are used in rhetoric: principles of speech influence: accessibility, associativity, expressiveness and intensity.

Using principle of accessibility, it is necessary to take into account the cultural and educational level of students, their life and work experience.

Rule no. 2. Be punctual in everything. Lateness of any employee interferes with work, in addition, they indicate that such a person cannot be relied on. For a business person, it is very important to be able to calculate the time required to complete a particular task.

In addition, it always turns out that your work takes longer than you expected; and most importantly, once you finally get down to work, there will always be something else that needs to be done earlier. It's also a good idea to keep in mind that if things are going too well, something is about to happen. From all this we can draw a simple conclusion: it is necessary to allocate time to complete tasks with a reserve, taking into account the problems that may arise.

Rule no. 3. Don't say too much. Any employee is obliged to keep the secrets of his organization; this rule applies to all matters of a company or institution - from personnel to technology. The same applies to conversations between co-workers about their personal lives.

Rule no. 4. Think not only about yourself, but also about others. It is impossible to conduct business successfully without taking into account the opinions and interests of partners, clients, and customers. Often the reasons for failure in business are the manifestation of selfishness, fixation on one’s own interests, the desire to harm competitors, even colleagues, in order to advance within one’s own enterprise. Always strive to listen patiently to your interlocutor, learn to respect and understand other people’s opinions, get rid of intolerance to dissent. Never humiliate your opponent, keep in mind that sooner or later you will encounter a person who will be forced to do the same to you.

Rule no. 5. Dress appropriately. The main thing is to dress appropriately for your surroundings at work, without standing out from the contingent of workers at your level. Your clothes should show your taste.

Rule no. 6. Speak and write in good language. Everything you say and write must be presented correctly.

A person’s ability to speak competently influences his overall image. Your chances of concluding a particular contract often depend on your ability to communicate. In order to succeed, a business person must master the art of rhetoric, i.e. mastery of eloquence. It is very important to monitor your diction – pronunciation and intonation. Never use slang words or offensive expressions in business communication; learn to listen to others and at the same time show that you are interested.

We should never forget that many people hear what they want to hear. Hence the need to take into account the emotional and psychological stratifications of each audience. To increase accessibility, a very effective technique is to communicate little-known information (novelty and originality), as well as to combine diverse information and its reliability.

Associativity principle is associated with evoking empathy and reflection in listeners by appealing to their emotional and rational memory. To evoke appropriate associations, techniques such as analogy, references to precedents, and imagery of statements are used.

Expressiveness principle is expressed in the emotionally intense speech of the speaker, his facial expressions, gestures and posture, indicating complete dedication. Passion, genuine joy or sadness, compassion - all ego-specific forms of expressiveness.

Principle of intensity characterized by the pace of information delivery. Various information and different people need a differentiated pace of presentation and mastery of speech. It is necessary to take into account the temperament of people, their preparedness to perceive a specific type of information. In this regard, the following are important: the speaker’s ability to navigate the mood of the audience; the ability of the audience to work in a certain information cliché; the ability of the speaker to offer the audience the necessary speed of assimilation of information.

There is a whole set of oratorical tools, the elements of which are communication effects. Let's look at them in more detail.

Visual image effect. As a rule, at first a person is perceived by his appearance, and this initial impression leaves an imprint on further relationships. Therefore, an entrepreneur must adopt the aesthetics of clothing, well-executed facial expressions, a heightened sense of tact in order to radiate charm, win over the interlocutor with elegant manners, etc.

You should not allow eccentricity in clothing. Nothing in it should restrict freedom of movement. Do not wear tight-fitting suits that restrict the movement of your shoulders and arms.

Rule no. 7. Watch your gestures. Most people, feeling insecure or uncomfortable, cross their arms, and sometimes their legs, or hold one hand on the other. The last habit came to us from early childhood, when in “dangerous” situations we took our mother’s hand so that she would protect us. Your interlocutor, without even knowing similar psychological characteristics behavior, will still intuitively sense your wariness and self-doubt. It is not permissible for a woman to cross her legs, neither while sitting, nor especially while standing. Many other gestures that we unconsciously use can also reveal our true thoughts and intentions to an attentive interlocutor.

Gestures accompanying speech are one of the means of transmitting information that are designed to enhance it and help convince listeners.

Sensitivity to gestures is deeply embedded in the mind of the listener. When combined with words, gestures also speak, enhancing their emotional resonance.

The speaker should not specially invent gestures; he must control them. In this case, you should be guided by the following rules.

1. Gestures should be natural. Use a gesture only when you feel the need for it.
2. Gesticulation should not be continuous. Avoid gesturing throughout your speech. Not every phrase needs to be emphasized with a gesture.
3. Control with gestures. The gesture should not lag behind the word it supports.
4. Add variety to your gestures. Do not indiscriminately use the same gesture in all cases where you need to give expressiveness to words.
5. Gestures must correspond to their purpose. Their number and intensity should correspond to the nature of the speech and the audience.

The effect of the first phrases reinforces or corrects people's initial impressions. The first phrases should contain interesting information, with elements of originality, that immediately attracts attention.

The effect of argumentation. The speech should be reasonable, convincing, logical, provoking thought and a desire to get acquainted with the information.

The effect of piecemeal information release is one of the most effective rhetorical techniques for maintaining audience attention.

The effect of artistic expression– this is the correct construction of sentences, correct word stress, the use of metaphors, hyperboles, etc.

Relaxation effect). Someone who knows how to make a joke at the right time, or insert a witty remark, will be much luckier than someone who doesn’t know how to do this. Humor creates a natural break for people to relax, brings people closer together and puts them in a favorable mood.

The main concept of rhetoric is the orator (from lat. ogage – speak). The people to whom his words are addressed constitute the audience (in Latin. auditre – hear) .

F. Kuzin gives the following general advice on public speaking.

1. Speak only when you have something to say and when you are confident in the importance or usefulness of your speech.
2. Do not start your speech as soon as you are given the floor. Wait a little. Let the audience look at you for 15–20 seconds. Then look at the audience, smile and say "hello."
3. If you decide to read your speech, do it as if you were talking to your interlocutor. If you say “no paper,” still read out short statements and numbers from time to time, even if you remember them. This will remove doubts from listeners about the reliability of your information.
4. Speech must be limited to the subject of discussion and based on strictly verified and selected facts.
5. Don't fix your gaze on individual faces. Remember that staring for a long time leaves an unpleasant feeling. Therefore, glance at individual listeners. This attracts the attention of the listeners and wins their favor.
6. Speak expressively, because expressive speech can convey a huge number of shades of thought.
7. Use the entire vocabulary of your vocabulary. Try to exclude clericalisms and vulgarisms from your speech. Avoid bookish style as well.
8. Stimulate your audience's attention. The more intense the anticipation, the more intense the anticipation, the more intense the anticipation is. At the beginning of the speech, hint that the main thing is ahead, and remind you of this several times. From the very first words it is necessary to put the listener on the “hook” of interest, in anticipation of a “surprise”.
9. Learn to pause. This will help focus attention on important thoughts, emphasize the surprise of conclusions, and summarize what is presented.
10. Connect the word with the gesture. Often an expressive gesture is understandable without words. Gestures should be spare, precise and expressive. Facial expressions should be moderate and friendly.
11. Change the pace of your speech. This gives it expressiveness. Changing the tempo of speech also changes the speed of perception, preventing the listener from being distracted. Also change the tone of your voice: it should rise and fall. A sudden rise or fall in the tone of the voice makes a word or phrase stand out from the general background.
12. Speak loudly, clearly, distinctly, expressively, but do not raise your voice unless absolutely necessary.
13. Try to avoid a mentoring tone, instructive and edifying notes in your voice.
14. Have humorous stories, jokes, tales and anecdotes in stock that can help you out in difficult cases.
15. Always try to start your speech with something unusual, and make the end bright and rich, since what is best remembered is what is on the edge, i.e. the beginning and end of the performance. If, however, the main theses, according to the logic of presentation, fall in the middle, then they should be summarized at the end of the speech.

Along with these classical rules, I would like to recall the six rules of the art of being liked by Dale Carnegie.

1. Be interested in other people, talk less about yourself and listen more to your interlocutor, avoid “yacking” - using the pronoun “I”.
2. Smile, smile, smile. A smiling person evokes a reciprocal smile in those around him and a desire to communicate. Few of us can control our faces so well as to completely hide our inner experiences and thoughts. They are written on our face to one degree or another. But what each of us can do is smile more. Even if at first this smile will be a little feigned, anything is better than tightly clenched jaws. This is all the more important when you want to make a good impression on someone, win over your interlocutor, or offer him something. Practice at home: catch your usual facial expression in the mirror or ask a friend to discreetly film you. We do not always accurately imagine what is written on our face at one time or another. Practice different facial expressions in front of the mirror: tough, sympathetic, defiant, laughing. Repeat them without a mirror, asking someone at home to watch you and comment on each expression. This will help you learn to control your face.
3. Address the interlocutor by name. To do this, you must first work hard to remember this name.
4. Be able to listen, sympathize, ask questions or in such a way that the interlocutor would like to answer them.
5. Be able to find common points and talk with a person about what interests him.
6. Sincerely give compliments and praise for everything good. With your praise, try to increase a person’s sense of self-worth.

Business etiquette is based on the following 10 principles.

1. Common sense: norms of business etiquette should not contradict common sense, and common sense dictates that business etiquette in general is aimed at maintaining order, organization, saving time and other reasonable goals. Etiquette norms that violate business relationships and established rules of communication cannot be supported by common sense.
2. Liberty: this means that the rules and norms of business etiquette, although they exist and are very zealously enforced, nevertheless should not interfere with the free expression of each business partner, the freedom to choose business partners, the freedom to select methods and means of executing agreements between the parties.

Freedom also presupposes a tolerant attitude towards the manifestation of national characteristics, cultural and national traditions, loyalty to a freely expressed point of view and various business positions. However, such a principle of business etiquette as freedom is limited by common sense, climatic conditions, traditions, national characteristics, political regime, etc.

3. Ethical: the entire complex of norms, standards, requirements, recommendations that make up business etiquette, by its very essence and content, simply must be ethical, moral, i.e. business etiquette is entirely focused on “good”.
4. Convenience: business etiquette standards should not fetter business people, thereby interfering with business relationships and slowing down the development of the economy. Everything should be convenient for a business person - from the layout of the office space to the placement of equipment in it, from business clothes to the rules for conducting presentations and the requirements for business negotiations, and these conveniences must be provided equally for all participants in business relations.
5. Feasibility: The essence of this principle is that each prescription of business etiquette should serve certain purposes. Types of business relationships - presentation, business conversation, negotiations - have various goals, and every aspect of business etiquette must correspond to them.
6. Ease: the norms of business etiquette should be such that compliance with them does not turn into something imposed or rejected psychologically; they are natural, performed with ease without tension.
7. Universalism: this means that you should try to ensure that each recommendation or norm of business etiquette is aimed at many aspects of business relationships.
8. Efficiency: the essence of this principle is that standards of business relations should contribute to reducing the terms of execution of contracts, concluding more contracts, reducing the number of conflicts in the team, etc.
9. Economical: ethical business dealings should not come at a high price.
10. Conservatism: The appearance of a business person, his manners, adherence to certain traditions involuntarily evoke associations of something strong, reliable, and a reliable partner in business is the ultimate desire for every business person.

The word “protocol” has a long history. Its roots go deep into times ancient Greece. In Byzantine diplomacy, it meant the first part of a document drawn up in solemn tones, which listed the composition of the participants in the negotiations. During the Middle Ages, this word meant the rules for preparing various documents and maintaining archives. Soon the word "protocol" began to refer to diplomacy and the foreign service. The very meaning of this word was expanded - in addition to the rules for drawing up diplomatic documents, issues of etiquette and ceremonial began to be included in the diplomatic protocol.

The norms of diplomatic protocol are not the invention of just one country or a certain group of diplomats. This is the result of communication between people of different countries and nationalities over many centuries. Therefore, the concept of protocol is a historical category. Since ancient times, human experience has accumulated, selected and adapted those rules of behavior, conventions and customs that corresponded to the interests of maintaining and developing communication between peoples. Thus, as states formed, connections between them were formed - certain norms of communication between countries, along with which protocol norms began to form. In the process of their development, these norms have undergone many changes. Centuries of experience in the development of international relations have made it possible to develop the most important rules communication between representatives of different countries. These rules are presented in the most concentrated form in diplomatic protocol and etiquette.

Diplomatic protocol

Normal communication between states and their representatives would be impossible if they did not adhere to common fundamental principles of relationships: respect for sovereignty, recognition of territorial integrity, equality; non-interference in each other's internal affairs.

Diplomatic protocol defined as a set of generally accepted rules, traditions and conventions observed by heads of state and government, foreign affairs departments, diplomatic missions, and officials in international communication.

There are special protocol services within government departments and ministries, which are entrusted with organizing business meetings and trips of officials in accordance with all the rules accepted in international diplomatic practice.

The diplomatic protocol itself is the form in which this or that foreign policy action of the state, its representative office or representative is clothed. Diplomatic protocol is an international category. Its basic norms must be observed more or less equally by all states. However, the diplomatic protocol of each country may have some national characteristics.

Rules diplomatic protocol are based on compliance with the generally recognized international legal principle of equality of sovereign states, regardless of the system, size of the territory and population of the country, political influence or economic power. Respect for the sovereignty of the state is expressed in honoring the state flag, playing the anthem, etc. The principle of equality of states is manifested in the order in which diplomats are presented to a high-ranking official in the host country, in the seating arrangement of delegations at international conferences, and diplomats at diplomatic receptions.

Norms Diplomatic protocol is based on the principle of international politeness - a set of rules of etiquette, deference and respect generally accepted in international practice, observed in interstate relations. Violations of international courtesy, especially intentional ones, are considered as damaging to the prestige and authority of the state.

At the same time, diplomatic protocol is very flexible. Within the framework of norms generally accepted in international practice, quite significant deviations are possible. Depending on the state of relations between countries and the political objectives set, it is always possible to add various shades protocol rules (more or less solemnity; increasing or decreasing the number of participants in official ceremonies; increasing or decreasing the level of representation at them, etc.). However, it must be remembered that any deviation from established traditions and norms will inevitably be noticed and interpreted accordingly.

The diplomatic protocol has a rich history, its own characteristics and traditions. But its basis is stable and unchanging: it is an expression of deep respect for the distinguished foreign guest, and in his person - for the country and people that he represents. The rules and norms of diplomatic protocol that have emerged to date regulate almost all forms of foreign policy and international economic cooperation.

The diplomatic protocol incorporates the rules and norms of not only interstate, but also interethnic and interethnic communication. Therefore, one of its components is taking into account national characteristics, traditions, customs and conventions. One of the fundamental principles of diplomatic protocol is equal treatment and mutual respect for your partner and the state that he represents. That is why the role of generally accepted rules and norms of diplomatic protocol in the field of foreign policy and international economic cooperation cannot be underestimated.

Recognizing and observing generally accepted norms of international politeness, diplomatic protocol does not distinguish between representatives of large and small states, and does not allow any discrimination on national, religious or other grounds.

One of the organic components of the diplomatic protocol is diplomatic etiquette. Communication between diplomats and their colleagues with government, public and business circles of the host country is carried out in compliance with long-established rules, deviation from which may cause undesirable complications in the relationship between the diplomatic mission and these circles.

If diplomatic protocol is “an expression of good manners in relations between states,” then diplomatic etiquette is the manifestation of good manners in relations between officials, political and public figures representing their state.

Rules of diplomatic etiquette contain certain forms of address, correspondence, as well as a strict procedure for making visits, holding meetings and conversations, diplomatic receptions, and the like. They impose quite strict requirements on the appearance of a diplomat, civil servant, businessman, their clothing, manners, behavior, and so on.

Any visit begins with a memo from the initiator of the meeting. After this, the protocol services of both parties negotiate the terms. It is discussed where and when the meeting will take place, the composition of the delegations, the range of issues discussed, the program of the stay and a host of other points. At this stage, protocol services interact not only with each other, but also with security, information, technical, transport and others.

The host must meet the guests, accommodate them and ensure that their stay is as comfortable as possible. Usually, important issues are resolved at diplomatic meetings, and the outcome of the negotiations to some extent depends on the quality work of the protocol officers.

Negotiations are a central part of almost any visit, which is perhaps worth considering in more detail. Preparation begins long before the negotiations themselves. The hall is being prepared, a seating plan is drawn up, decisions are made technical issues, all the smallest nuances are provided for, etc. According to the protocol, a protocol officer meets guests at the entrance to the hall and seats them according to the principle of seniority: at the head of the table is the place of the senior in position, to the right of him is the one closest in status, and then by rank. If these are negotiations between two persons, then they sit opposite each other, with an interpreter located on the left side of each. At some events, the interpreter sits slightly behind.

The receiving party always sits with their back to the window and facing the entrance. In front of each person there is a card with his name and sometimes his position. As a rule, on the front side of the sign there is an inscription in the language of the host country or in English (sometimes a transcription is given in brackets), on the back - in the native language of the guests. On the tables in front of each participant there is the required minimum of stationery (notepad, pen), a bottle of mineral water, a glass.

By the way, in world practice it is not customary to supply water with gas. Also, disputes periodically arise among the protocol officers whether it is necessary to put a napkin under the glass. A common opinion has not yet been found, so at different events you can find both options, and sometimes a third one - a napkin covers the glass. In addition, there may be flags of the countries of representatives on the tables, and large flags behind the heads of delegations. Usually, the time limit for negotiations, time for signing documents and communicating with journalists, if any, are discussed in advance.

Being late for negotiations is a gross violation of business etiquette, and the status of the visit may decrease. The British can even cancel a meeting if they are just a few minutes late. Although the Spaniards, for example, take such problems quite calmly. Before the start of negotiations, heads of delegations must introduce their participants. Then everything goes according to the agenda.

During negotiations, it is also customary to exchange business cards. There are a number of rules that must be followed. For example, a higher-ranking person gives a business card first. In some cases, only partners of equal status can exchange business cards. If on the card, in addition to the company address and work phone number, mobile number owner, this means that a call will be appropriate at almost any time. But if there is no phone number on the business card, it means that no further communication is expected. However, business cards and the procedure for exchanging them are the subject of constant disagreement among protocol specialists. For example, some believe that you shouldn’t exchange business cards at the negotiating table at all, but that it would be more appropriate to do this at a subsequent reception.

When organizing a visit, it is extremely important to take into account the national and cultural characteristics of the parties. Members of delegations can receive brief instructions regarding the traditions of their partners. For example, when communicating with the Chinese, it is highly recommended not to touch upon the demographic issue, which is very acute in China. In some countries, asking about your spouse’s health is considered bad manners, although in Russia it is par for the course. One of the principles of business protocol states that discrimination on national, religious or other grounds is unacceptable, and this principle is strictly observed.

An important place in representative work is given to protocol techniques. Often the outcome of a visit, planned negotiations, or a particular meeting largely depends on how successful the reception is. The atmosphere in which the reception took place often contributes to the further progress of negotiations and the achievement of goals. However, in order for a representative event - be it lunch, dinner, breakfast or cocktail party - to be successful, the host party needs to work hard to thoroughly prepare for it.

Many years of international practice have established the types of techniques, methods of their preparation and rules of etiquette that all participants must adhere to. Their options are varied and the form of each depends on many factors. Receptions, as a rule, are inferior in importance to negotiations, but this in no way detracts from the responsibility of the organizers.

At the end of the visit, it is customary to exchange gifts. This procedure is also strictly regulated and includes so many rules and details that it is the subject of a separate discussion.

The protocol is constantly changing under the influence of the times and modern trends, in which there is a desire to simplify some complex procedures and make them more convenient. But the basic principles that have developed historically will remain unchanged for a long time.

Thus, strict adherence to the norms and rules of diplomatic protocol, as well as etiquette, plays an important role in maintaining normal relations between states and their representatives; is a model of international communication.

diplomatic business protocol event

CONDITIONS OF EDUCATION:

Classes on Sundays from 11:00 to 17:00.
Duration: 4 weeks.

Price - 14,000 rubles.

Who is this course suitable for?

Personal assistants, executive assistants and executive secretaries

Employees of protocol services and departments

For specialists who work in the field of international cooperation

To all business people interested in raising their own and corporate status

Intensive course "Business protocol and etiquette"

BLOCK 1. Business protocol. Introductory course.

Day 1. Let's understand the conceptual apparatus. We study the structure of the protocol service.

1. The essence of the concepts “protocol”, “etiquette”, “ceremonial”;

2. Protocol: business, diplomatic, international, state;

3. History of the protocol;

4. Principles of protocol precedence;

5. Use of state and corporate symbols;

6. Protocol service: functions and structure of government and corporate services, international experience.

Day 2. Let's get acquainted with protocol events using the example of a visit of a foreign delegation. Let's learn the intricacies of the protocol.

7. Types of official and business visits;

8. Preparation of the visit program;

9. Meeting and accommodation of guests;

10. Negotiations, meetings, signing of documents: seating at the negotiating table, etiquette at the negotiating table, ceremonial signing of documents, press events;

11. Cultural program;

12. Official reception: types of receptions, dress codes, seating rules, rules of behavior and specifics official receptions;

13. Intercultural communication in business communication.

BLOCK 2. Business and office etiquette. Detailed and to the point.

Day 1. We get acquainted with business and office etiquette. We learn how to properly communicate with partners and greet official guests.

1. The concept of “etiquette”. Types of etiquette. History of etiquette;

2. Distinctive features of business etiquette and norms of behavior in the office;

3. Business meetings, conferences: preparation of the meeting room, behavior at meetings, coffee breaks and its features;

4. Guests in the office: organizing a reception, refreshments, guest etiquette and household life hacks for a personal assistant;

5. Speech etiquette and culture nonverbal communication: introduction and introduction, postures and gestures;

6. Etiquette of distant communication: telephone conversation and business letter - mobile phone and email, instant messengers and social networks, video conference and conference call;

7. Appearance of a business person: office style and corporate dress code.

Day 2. We learn to invite, congratulate and condole on paper. Let's get acquainted with dining etiquette at a business lunch and official reception.

8. Business cards: history of appearance, types of business cards, design requirements, use in business environment and as part of the image, innovative approaches - IT technologies for business cards;

9. Invitation: types of invitations, features of drafting, methods of distribution, rules for responding to an invitation - forms
acceptance and refusal;

10. Business greetings and gifts: forms, features and specifics (gift options, packaging features, delivery protocol,
national specifics, “magazine and database” of gifts, gifts to civil servants), protocol bouquet;

11. Condolences;

12. Travel etiquette. Business trip: etiquette of public transport (plane, train);

13. Business lunch - restaurant etiquette: choosing a meeting place, the art of Small Talk - choosing a topic for conversation at the table, paying the bill, table etiquette and common mistakes.

Teacher and course author:

Tatiana Baranova

Expert, consultant on business protocol and etiquette, developer and teacher of her own training course, regular author of the monthly magazine "Secretary-Referent", presenter of the daily author's program "Good Manners" on Radio 7, speaker of the Personal Assistants Forum.

Member National Association protocol specialists.

IN different time She held the positions of business assistant, administrative director, chief of staff, head of a family office and others. She worked in the structure of Gazprom, took part in the preparation of the presidential election campaign, and worked under the supervision of a businessman from the top five of Forbes.

In addition to basic translation education, she received a Harzburg diploma from the Academy of Economics and Management, and underwent advanced training in the field of international business protocol and etiquette (MGIMO and Yes of the Ministry of Foreign Affairs of the Russian Federation).

Practical knowledge and skills that the student will receive as a result of the intensive course

business communication skills and interaction with colleagues, clients and partners at the proper level, taking into account the rules of international etiquette;
Conducting work correspondence and telephone conversations in accordance with business etiquette;
skills in working with invitations, congratulations and condolences, taking into account all the subtleties (forms of refusal and time factor, features of a business gift, specifics of a protocol bouquet, and so on);
the ability to competently organize negotiations, meetings and conferences, taking into account protocol requirements, as well as knowledge of international business etiquette;
knowledge of the rules for using state and corporate symbols (on business cards, letterheads, company website, etc.);
ability to organize work with visitors, meeting and receiving guests at the proper level;
knowledge of the dress code required for official and informal communication;
an understanding of cross-cultural communications and the characteristics of international business communication;
organizing business lunches and official receptions (choosing the type of reception, seating guests in accordance with protocol seniority, preparing a business lunch, and so on);
ability to organize and conduct a high-level official visit (preparing a stay program, meeting and accommodating guests, the business part of the visit, and so on).

Cost of education

Price Intensive course (4 lessons) - 14,000 rubles.

How is the training going?

Choose a convenient format

Depending on your requirements, you can choose any convenient training format:

classes in the classroom in Moscow, Ordzhonikidze str., 10 (7 minutes from the metro),
join lessons ONLINE,
take our course remotely – recorded.

How are classes going?

The duration of the course is 4 weeks.

The course will be held on Sundays from 11:00 to 17:00 Moscow time.

The maximum number of students in a training class is 12 people.

If you don't have time to make it to the class, you can connect to it online and receive a recording of the webinar and presentation the next day.

Personal Area

A week before the start of training you will receive a login and password for personal account on our learning platform. In it you will have access to all the necessary information on the course: class schedule, links to webinars and video recordings of lessons, lecture presentations, additional materials.

What will each student receive?

Practical knowledge and skills in business protocol and etiquette

Certificate confirming completion of an intensive course at the School of Personal Assistants

Lecture Presentations: Review educational materials at any convenient time and refresh your knowledge

MOSCOW STATE INSTITUTE OF INTERNATIONAL RELATIONS (u) Ministry of Foreign Affairs of the Russian Federation

on ethics of business communication

on the topic :

"Business etiquette and business protocol."

Abstract prepared by:

Abdullaev Islam.

Plan.

1. Introduction 2 pages

2. Business etiquette 2 – 3 pages.

3. Business protocol 3 – 16 pages.

a) Business protocol 3 pages.

b) Negotiations 3 – 9 pages.

c) Business letter 9 – 11 pages.

d) Business conversation on the phone 11 – 12 pages.

e) Telefax 12 pages.

e) Email 12 pages.

g) Business etiquette and trade secrets 12 – 16 pp.

4. Conclusion 16 – 17 pages.

5. List of used literature 18 pages.

1. Introduction.

The established moral standards are the result of a long-term process of establishing relationships between people both in public and family life. Without observing these norms, political, economic, cultural and family relations are impossible, since people cannot exist without taking into account each other, without imposing certain restrictions on themselves. And here etiquette plays a very important role.

Etiquette is a word of French origin meaning manner of behavior. It includes the rules of courtesy and politeness accepted in society.

Business etiquette is a set of written and unwritten rules of conduct, the violation of which interferes with the normal conduct of business. It is reliably known that countries where business ethics is absent or extremely poorly developed live poorly and difficultly, because dishonest relationships interfere with cooperation. When mastering the civilized market, modern entrepreneurs should know that only 10-15% of those who want to establish themselves in the market world achieve their goals. Business is done not only on an economic basis, but also on an ethical one. Just as it is unacceptable to violate generally accepted rules of entrepreneurship in commerce, it is also unacceptable to violate the rules of business etiquette. Compliance with the rules of business etiquette is one of the necessary elements of professionalism.

2. Business etiquette.

End of form

Business etiquette is an established procedure for behavior in business and business contacts. Everyone knows that any employee of a company is the face of the company, and it is important that this person is both attractive and professional, friendly and adamant, helpful and independent.

Modern business etiquette is a deep knowledge of decency, the ability to behave in a team in such a way as to earn everyone’s respect and not offend others with your behavior. By the culture of behavior of a company employee and by his ability to communicate with clients, one can judge the entire team of this company.

Knowing the rules of business etiquette helps you avoid mistakes or smooth them out in accessible, generally accepted ways. Therefore, the main function or meaning of business person etiquette can be defined as the formation of such rules of behavior in society that promote mutual understanding between people in the process of communication. The second most important function of business etiquette is the function of convenience, that is, expediency and practicality. Starting from the smallest details to the most general rules, business etiquette is a system that is close to everyday life. After all, the most important principle of etiquette is that it is necessary to act according to etiquette not because it is customary, but because it is more expedient, more convenient, and more respectful towards others and oneself. Business ethics is one of the main “tools” in shaping a company’s image. In modern business, the face of the company plays a significant role. Those organizations that do not observe business etiquette lose a lot. Where business etiquette has become the norm, labor productivity is higher and results are better. Entrepreneurs around the world know the most important tenet of business: good manners are profitable. It is much more pleasant to work with a company where business etiquette is observed. It has become the norm almost all over the world. This is because etiquette, due to its vitality, creates a pleasant psychological climate conducive to business contacts.

Etiquette helps only when there is no internal tension arising from an attempt to do something according to the rules of etiquette that we have never done before.

3. Business protocol.

Experience shows that legal norms alone are not enough to ensure normal relations with business partners. It is also very important to comply with certain protocol rules and customs.

The word “protocol” meant in Byzantine diplomacy the first part of a document drawn up in solemn terms, which listed the composition of the participants in the negotiations. Currently, the protocol is a set of rules according to which the order of various ceremonies, dress codes, official correspondence, etc. is regulated. Any violation of these rules will create difficulties for the party who committed the violation, as he will have to apologize and find a way to correct the mistake.

The protocol observed during negotiations and the preparation of various treaties and agreements gives its solemnity higher value and greater respect for the particularly important provisions contained therein. The protocol helps to create a friendly and relaxed atmosphere at meetings, negotiations, receptions, which promotes mutual understanding and achievement of the desired results.

One of the basic principles of everyday life is maintaining normal relationships between people and striving to avoid conflicts. This principle is even more important in business relationships, since we are talking about due respect and attention to business partners. It is the protocol that contributes to the successful resolution of large and small business issues.

Negotiation.

Negotiations are becoming part of our daily lives. This is required by such realities of Russian life as a multi-party system in politics and market relations in the economy. Today, it is increasingly necessary to resort to negotiations, since every person wants to participate in decisions that affect his interests. Already today, most decisions are reached through negotiations, on which certain hopes are placed, rightly believing that they should lead to a reasonable agreement, if possible, and improve or at least not spoil relations.

Preparing for negotiations. Negotiations have two sides: external (protocol) and internal (substantive). As for the first, over many years of practice certain rules of negotiation have been developed, which are not accepted either in the business world or in diplomacy.

· The day and hour of negotiations are agreed upon in advance.

· They are seated at the negotiating table only after the owner of the house has taken his place.

· The initiative to conduct a conversation always belongs to the head of the receiving party.

· The initiative to end any conversation always remains with the guest.

· Upon returning from negotiations, you should not forget to briefly thank the host party for their hospitality.

Preparing for negotiations involves having a thorough knowledge of the issue to be discussed. Negotiations on fundamental issues of relationships, terms of agreements or contracts should be conducted only with authoritative representatives of the other party. Knowledge of the rules, customs and, especially, internal relationships existing in the partner organization will allow you to avoid miscalculations that could slow down the adoption of the expected decision.

Preparation for negotiations and their conduct are usually divided into three stages.

At the first stage it is necessary to collect all the necessary information, understand the problems facing the negotiators, and determine ways to reach an agreement.

At the second stage You should consider various negotiating options and choose the most acceptable option.

At the third stage it is necessary to identify differences in approaches to the problems under discussion and try to understand them.

Practice shows that when planning negotiations, it is important to imagine your partner’s possible reaction to your proposals and take into account his own expectations from these negotiations. Therefore, the negotiation plan should be quite flexible, but provide for an answer to all your questions.

Any negotiations must be limited in time.

One of the indispensable conditions for contacts with representatives of other organizations is a preliminary agreement on the time and place of the meeting.

In general, the negotiation plan should contain:

· place, date and time of the meeting;

· list of participants;

· Issues for discussion;

· alternatives in case of counterproposals;

Responsible for preparation reference materials;

· responsible for meeting and seeing off the representative of the other party;

· responsible for organizing refreshments during negotiations;

· Responsible for organizing and conducting the reception after the negotiations.

Conduct of negotiations.

Negotiations should be held in a separate room. Negotiators from the receiving party must take a seat in the negotiation room before representatives of the other party arrive there.

It is perceived as disrespect for a partner if the greeter introduces him to an empty room, and the recipient and his colleagues enter there after this and, moreover, not at the same time. A negative attitude is caused by absences or calls from the host from the meeting room. Repeated behavior by a manager can be perceived as obstruction. The situation is also considered when negotiations are conducted by an employee who occupies a lower official position and does not have the right to make decisions binding on the organization. The leader’s withdrawal from the negotiations is possible only when all the fundamental issues have been resolved and the parties only have to agree on certain details, but even in this case it is necessary to obtain the consent of the other party.

The host must warmly greet his guests (in many reputable companies this is done “at the door”). At the same time, gestures and smiles addressed to guests should express sincere pleasure from meeting them. The host must introduce his colleagues by name and position, including representatives of other organizations invited to the negotiations. Then the leader of the other side introduces his colleagues. If the negotiators do not know each other very well or are meeting for the first time, then they should first exchange business cards. By placing the cards in front of you in the order in which the negotiating partners sit, it is easy to carry on a conversation, addressing each other by name and at the same time having a good idea of the level of authority and competence of the interlocutors.

Traditionally, guests take seats facing the window, with their backs to the door. In an informal setting, mixed seating for meeting participants is preferable, as this facilitates a frank exchange of opinions. The leaders of the parties usually sit next to each other, the rest of the meeting participants sit by liking or by the principle of subordination. After everyone has taken their place at the negotiating table, access to the meeting room should be stopped, with the exception of additional invitees, which is highly undesirable.

Regardless of the importance of the negotiations, they should begin with informal phrases that emphasize the recipient’s attention to the interlocutors and his personal, benevolent interest in them. Although there may be more than one person involved on both sides of the negotiation, the conversation should generally be between leaders. It is unacceptable if the presenter is interrupted by his colleagues during negotiations. Of course, he can give the floor to one of them, especially on specific problems, but in most cases the leader must bear the brunt of the conversation on the entire range of problems discussed.

During the conversation, on the one hand, you should avoid direct questions that require “yes” or “no” answers. On the other hand, it is necessary to formulate questions clearly, without forcing the partner to guess what they want from him. You cannot openly push your partner to make a decision that is favorable only for you, but when differences are overcome, you should not delay in fixing the agreement, so as not to leave the interlocutor the opportunity for new thoughts and hesitations.

Negotiations should begin with the most important issues on the agenda, trying to gradually reach agreement on fundamental issues. Then, issues that can be agreed upon relatively easily and without much time are discussed, and only after that they move on to key issues that require detailed analysis. It is useful, however, to remember that a negative response from your interlocutor during negotiations can only be a tactical technique. If not very categorical arguments are given, then this may mean waiting for a compromise proposal.

Various types of objections are a natural phenomenon. Without some resistance, there can be no negotiations as such, but good preliminary preparation and skillful conduct eliminate objections. Therefore, we must try to adhere to time-tested tactics:

· clearly explain your proposal;

· do not promise anything impossible;

· learn to reject impossible demands;

· write down everything you agree to and promise;

· do not believe the reason for refusal unless it is convincingly justified;

· do not engage in direct confrontation;

· discuss difficult issues at the very end, when agreement has already been reached on all others and when none of the negotiation participants is more interested in their unsuccessful outcome.

Be strict with your words and wording. Provide only reliable facts and logical, evidence-based reasons for your position. Do not rush to impose your “valuable” ideas and “ideal” solutions on your interlocutor. They can become such if they “arise” in his head. To do this, you need to learn to present ideas as if by chance, but in such a way that the interlocutor perceives them and can later express them as his own.

Before submitting your ideas to your partners for consideration, it is advisable to look at your proposals and arguments through their eyes, anticipate their doubts and objections, and provide alternative options. Such preparation for negotiations will shorten their duration, avoid tension in relationships, and maintain a calm business environment until the end of the meeting.

Do not ignore details, self-evident “little things,” especially if the interlocutor is indecisive. It is advisable in negotiations to completely avoid topics and expressions that may seem to the interlocutor to be fraught with hidden subtext (new conditions, obligations), which he is essentially not ready to consider.

Respect the opinion of your interlocutor. Try not to interrupt him. It is useful to learn to highlight and remember (write down) the main points in the interlocutor’s speech, analyze his proposals, try to predict the further course of his argument and the conclusions he can draw. But while giving the interlocutor the opportunity to speak, we must not forget about the prepared negotiation program: ask questions clearly and logically, encourage the interlocutor to talk not only about problems, prospects, plans, but also about the means of solving them and practical implementation; not only about difficulties, but also about the reasons for their occurrence, the possibilities of overcoming and preventing them.

You should never make comments to your interlocutor, much less lecture him. If he expressed some thought and you consider it wrong and are even absolutely sure that it is wrong, do not cut him off, especially in front of colleagues or strangers. At the first pause in his monologue, acknowledge that his arguments may be the result of an erroneous, unclear formulation of the question by you, and offer to calmly understand the facts. This will immediately stop the dispute, force the interlocutor to admit the possibility of a mistake on his part, and move the meeting into the direction of a business analysis of the facts. It is advisable to speak calmly and quietly even in the most acute situations. The ability to restrain yourself and manage your actions and emotions is an indispensable quality of a business person. Follow the “golden” rule: negotiate convincingly, but unobtrusively.

Refrain from empty promises and assurances. Remember that the other side is also well prepared and can logically argue its proposals without succumbing to all sorts of tricks.

IN business negotiations You should not use the “you” address, although it is considered good form to use personal names.

During a conversation, there is no need to move your hands, drum your fingers, tap your hand or foot, play with facial expressions or show your emotions in any other way. During a conversation, it is completely unacceptable to take your interlocutor by the button or lapels of his jacket, pat him on the shoulder, tug at his sleeve, vigorously gesticulate in front of his face, and obsessively return to issues already discussed. It should be remembered that all manifestations of emotions can be incorrectly assessed by your interlocutor and cost you lost profits, the opportunity to establish business relationships, and deepen mutual understanding. Of all the possible manifestations of emotions during business contacts, only a smile is welcome.

Any negotiations, even if they did not meet your hopes, should be ended in a friendly tone. In business relationships, you should never burn your bridges: business problems may require new contacts with the same people. It is advisable to maintain normal relations with everyone with whom you communicate and exchange greeting cards at least once a year.

If the negotiation plan provides for refreshments in the office space, it, with the exception of tea or coffee, must be prepared in advance and placed in the negotiation room on a separate table under a napkin.

Etiquette does not allow removing jackets or loosening ties during negotiations, except when the head of your partners’ delegation suggests doing so, thereby making it clear that the time has come for informal communication.

Negotiations are the most important part of business contacts and, of course, the most meaningful. But if we want to make it the most valuable, we must learn to confidentially handle information received in confidence during negotiations. In negotiations and correspondence with other partners, even from the same company, the source of such information should not be named, and the information itself, if there is a need for its public use, should be prepared in such a way that it is not associated with the source. And, of course, you should never use confidential information against the source itself.

Each party involved in negotiations must consider the interests of the other party and work together on options that are mutually beneficial. If passions flare up beyond all measure, then established practice allows for the possibility of interrupting negotiations for several days to allow the emotional intensity to cool down.

The art of negotiation is to achieve more than what can be achieved without negotiation. The likelihood of success increases if you do not hide your interests. One of the main principles is to be as precise as possible when outlining the boundaries of your interests, and in order for your arguments to make the proper impression on the other side, you need to justify their regularity.

After each conversation during commercial negotiations, a record is drawn up, to which a previously approved negotiation plan is attached. Of course, it is impossible to record a conversation during negotiations, unless a special employee is invited to do this (except for specific negotiations, inviting a stenographer to them or turning on a recording device, as some Japanese business people do, is considered unethical in relation to the other party). But during negotiations, especially if they are multifaceted and touch on fundamental issues in which all the nuances are important, it is necessary to take brief working notes. There should be no tricks or ambiguities. The recording should be made openly by the negotiator himself or one of his employees participating in the negotiations and officially introduced to the partners. The working notes themselves must strictly correspond to the content of the negotiations. The recording must objectively reflect everything said, seen and heard during the negotiations. A recording of a conversation is not a formal document. Based on it, not only decisions are made on operational issues, but long-term plans can be developed and approved, involving many organizations and at significant costs.

Negotiations will be successful if you follow these guidelines:

· focus on interests, not positions;

· separate negotiators from the subject of negotiations.

The ability to negotiate is one of the most important qualities of a modern business person. There is no ready-made recipe, but there are certain rules, following which helps to achieve the desired result:

· be punctual and obligatory;

· value your partner’s trust;

· listen carefully to all arguments;

· avoid superficial answers;

· know how to compromise in time;

· value your reputation.

There are no small details in negotiations. Even the environment and service can affect their progress. During negotiations, flowers, fruit and mineral water in bottles, open but with a cork, and wine glasses are placed on the tables - upside down (a sign of their unused nature). If the negotiations drag on, tea and coffee are served with sandwiches and cookies.

Sometimes several days are allotted for negotiations. In this case, techniques are practiced on both one side and the other. The reception is held for friendly communication between the negotiators in an informal setting. A number of issues can be resolved here, but the reception should not be turned into a continuation of negotiations. Negotiations are considered successful if both parties value their results highly.

Business letter.

Forms for writing business letters are almost the same for all countries. There is a certain etiquette for writing correspondence:

· the letter received must be answered within a week;

· a letter of gratitude for the hospitality provided is sent approximately a week after departure;

· a letter of congratulations on the occasion of any pleasant event is sent within a week from the date of receipt of the message about this event;

· a letter expressing condolences is sent within ten days from the date of receipt of the message about the sad event. In this case, only funeral envelopes should be used. Such a letter requires special cordiality and does not tolerate banal expressions;

· congratulations, thanks, condolences and answers to them are always written by hand, and never in pencil - only with a pen.

Don't underestimate the impact that the appearance of your letter has on a business person. Business letters are written exclusively on white paper and only on the front side of the sheet. If the text does not fit on one page, you should continue on another page. Avoid word wrapping whenever possible.

IN Lately The full-block style, in which paragraphs begin flush with the left margin of the page, is becoming increasingly popular. At the same time, in order to separate one from the other, each new paragraph is printed at four intervals.

A business letter to a foreign partner must be written in the language of the addressee. If it is impossible to do this - there are difficulties with translation into rare languages - it is permissible to compose a letter in English as the most common language in the business world.

The letter should be brief, clearly express the sender’s thoughts and avoid double interpretations. Corrections and erasures are not recommended in the text.

Envelope.

The envelope must include the full and accurate address of the recipient of your correspondence. It is customary to print it in capital Latin letters.

In the first position of the address - To whom? – indicate the addressee’s surname, his position and the full name of the institution or company. When specifying a position, it is permissible to use abbreviations.

In the second position - Where? – indicate the house number, street name, city name. When sending a letter to England, you must indicate the county; in the USA, the name of the state. At the very end the name of the country is indicated.

If the letter is placed in an envelope with a transparent window, then the address is written once - in the upper left corner of the letter. In this case, the letter is folded in such a way that the recipient's address is visible through the window of the envelope.

The sender's address is usually not indicated on the envelope, but if necessary, it can be written on the back of the envelope.

Letter.

A business letter is written on the letterhead of the sending company, which shows the company logo, its full name, postal and telegraph address, telephone number and bank details.

A business letter typically consists of six parts:

· addresses,

· introductory address (written with a red line, represents a generally accepted formula),

· the main text (for ease of reference, it should be divided into paragraphs; long letters are not accepted in business correspondence and it is advisable to limit it to one page; in a multi-page letter, each sheet except the first should be numbered),

· final formula of politeness,

· signatures (must be handwritten).

Sometimes there is also a postscript or a message about attachments to the letter.

A business letter is folded with the text facing inward, but it is better not to fold it, but to send it in a large, thick envelope.

Business conversation on the phone.

The culture of telephone communication has long been part of business etiquette. It characterizes a person no less than clothes and manners.

Before you pick up the phone, think about what information you want to receive or convey. This is best done in the form of a memo - a list of questions for conversation. If it is assumed that during a conversation there may be a need to refer to any documents or facts, they should be selected in advance and systematized on your desk.

Choose the time to call, since you do not know what situation you will interrupt and whether your interlocutor will be able to treat you with due responsiveness.

Maintain confidentiality. If you are talking on the phone from a room in which other employees are working, you should not make them accomplices in the conversation; and if you yourself find yourself an unwitting witness to a conversation that, in your opinion, a colleague would like to have without witnesses, find a reason to leave the room, even if the conversation between you was interrupted by this phone call. In a shared workroom, telephone calls should be made in a low voice and briefly.

· any questions with people with whom you have not previously had contact or with whom you have not developed a personal relationship;

· questions on which you can assume the opposite opinion of your interlocutor;

· Acute or sensitive issues concerning the interlocutor himself or the company he represents, as well as personal problems;

· controversial issues of relationships, coordination and subordination of activities between you or the organizations you represent;

· questions regarding third parties or organizations whose representatives may be in your interlocutor’s room at the time of your call.

You should also avoid communicating negative decisions on requests over the phone, as this may be seen as callous and disrespectful on your part.

In the work of foreign companies, it is common practice to provide mandatory written confirmation of the very fact of negotiations and the agreements reached, especially if the negotiations took place over the phone. Such a document should not be large in volume. It records the issues discussed, agreements reached and unresolved problems. The document is signed by the manager or the person speaking on the phone and is addressed to the manager of the other party or the person on the phone in compliance with the “canonical” forms of politeness.

Telefax.

Facsimile communication is used to transmit fixed images via telephone channels: letters, photographs, drawings, drawings. The message is transmitted regular dialing telefax numbers of the called subscriber within the country or through an international telephone exchange.

The recipient receives a copy of the transmitted document with all details of the image preserved. It is convenient to use fax for the prompt execution of contracts, protocols and other documentation that requires display of the partner’s signature and seal.

Email.

Email - effective remedy, with the help of which hundreds of thousands of personal computer owners exchange information messages. It allows you to send and receive various messages of a personalized nature and have access to the “Bulletin Board” or “Teleconference”: network news about commercial offers, databases, etc. A business person on the go can connect his personal computer to the network and select the information he needs from a desktop computer in his own office or get current stock quotes.

Today, many official documents, including UN Rules and Conventions, recognize the legal status of communications received via email.

Business etiquette and trade secrets.

In Russia, in connection with the transition to a new type market relations, a new concept has appeared - trade secret. It is an important part of business cooperation and, therefore, business etiquette.

Trade secrets are economic interests and information about various aspects and spheres of production, economic, managerial, scientific and technical, deliberately hidden for commercial reasons. financial activities companies whose protection is due to the interests of competition and possible threats to the economic security of the company.

A trade secret, unlike a state secret, is not defined by a list, since it is always different in relation to different enterprises. The procedure for handling information related to a trade secret is regulated by the “Regulations on the preservation of trade secrets of an enterprise.” The validity period of a trade secret is determined in each specific case by the person who signed the document, in the form specific date, or “indefinitely”, or “until the conclusion of the contract”. In the upper right corner of the document it is written: “KT” (or in full - “Trade secret”), “Confidential”, “Enterprise secret”. Such a mark is not classified as confidential, but only shows that ownership of this information protected by law.

Trade secrets are subject to protection by the enterprise security service. In everyday life, trade secrets always appear in the form of trade secrets.

Trade secrets are a form of manifestation of trade secrets. They represent information drawn up in the form of documents, diagrams, products related to trade secrets, and are subject to protection by the security service from theft, eavesdropping or leakage of information.

To protect trade secrets, the following rules must be followed:

· security should always and everywhere be ensured only by professionals;

· preventive measures taken should include a special program for disinformation of industrial spies;

· the system of preventive measures should include such an important element as organizing the movement of protected information while excluding any possibility of its leakage.

Secrecy in market conditions protects the manufacturer from unfair competition, which includes various illegal actions, such as hidden use of a trademark, counterfeiting of products, deceptive advertising, bribery, blackmail.

Protection of business information.

When developing measures to protect trade secrets, it is necessary to economically justify the feasibility of classifying this or that business information.

First of all, information is highlighted, the leakage of which could lead the company to bankruptcy. This is strictly confidential information, it includes “know-how”, information about the development prospects of the company, its clients, terms and amount of lending. Information, the disclosure of which may be associated with adverse consequences, is not subject to public disclosure, namely: addresses of the company’s managers and employees, home telephone numbers, current work plans, information about conflict situations in the team.

When signing an agreement, it is recommended that representatives of the parties sign not only at the end of the agreement, but also on each sheet in order to avoid replacing one text with another. A strict procedure for storing the first copies of contracts and rules for working with them should be established. They must be stored in a certain place and issued only against receipt with the written permission of the manager. Persons responsible for storing contracts and working with them are personally responsible for the loss of contracts or leakage of information from them.

Intellectual property protection.

Related to trade secrets is the concept of intellectual property, which in the broadest sense can be defined as commercially valuable ideas. It is not necessary that it be something new, the main thing is that the information is not generally known.

Intellectual property has not only a real value, which includes the costs of obtaining information and its protection, but also a potential value (possible profit from its sale). Possible sources of intellectual property leakage can be congresses, conferences, symposiums, and trade and industrial exhibitions.

There are three generally accepted methods of protecting intellectual property:

· Patent the right of the inventor to “legally monopolize” the use of the invention for a certain time is formalized. A patent is a way to protect industrial, not commercial information.

· Copyright protects only the form in which a particular idea is expressed, not the idea itself. Original thoughts contained in books and scientific articles, after reading them belong to everyone, they can be freely used, but it is necessary to make references to the specific author.

· trade secret as a form of intellectual property in our country is still far from being fully covered by legal regulation, therefore great importance acquire other protection measures (moral and ethical, administrative measures, physical protection measures, technical security systems, cryptographic methods, employment and dismissal contracts).

Work with documents.

When working with documents containing trade secret, certain rules must be followed. To do this you need:

· develop instructions for working with secret documents;

· appoint responsible persons to control secret paperwork;

· exercise strict control over personnel access to secret documents.

The most important documents should be stored in a safe, less important ones in a special metal container.

Documents that employees may lawfully request tax office or law enforcement agencies should be kept separate from other confidential papers.

The preparation of documents containing important information should be entrusted to trusted people. The number of copies must be strictly limited. If necessary, the degree of confidentiality of the document, as well as the validity period of the restrictive stamps, should be determined.

Multiplying equipment must be under reliable control. The number of copies must be strictly taken into account, and their destruction must be controlled. There is a rule - managers copy the most valuable documents themselves.

Drafts of secret documents must be prepared in notebooks with numbered sheets. After preparing the documents “right”, the drafts are destroyed.

In the process of storing and transmitting secret documents, security and alarm systems may be used in case of unauthorized access to them.

Work with personnel.

The main place in organizing reliable protection of classified information should be given to working with personnel. Work should be organized in such a way that the employee has access only to the information that he needs in the performance of direct official duties.

Experts in the field of combating industrial espionage make the following recommendations:

· use every opportunity to promote secrecy programs;

· to stimulate in every possible way the interest of employees in complying with the secrecy regime;

· periodically reward employees for success in protecting classified information.

Information about clients and competitors.

In capitalist countries, information about clients is usually considered not a trade secret of a company, but rather its capital. Therefore, the list of the company’s clients and other information about them is compiled primarily through the efforts of the manager, and this information is not trusted even to his immediate circle.

For each client, information is collected about his habits, characteristic behavioral traits, interests in his personal life, and the privileges provided to him by the company. This information also reflects information about the client’s requirements for the quality of goods and services, the modes of delivery of goods to him, the frequency of deliveries, information about the features of payment and other specific features contracts with this client. The data that determines the profitability of cooperation with him is also indicated here.

The collection of information about clients and competitors must be organized in the most careful manner, and this information should only be kept by the head of the company.

The market and its information structures are still at the initial stage of development, so obtaining reliable information can be carried out:

· on our own through the creation of an analytical department, a marketing department, and a service for studying supply and demand;

· obtaining the necessary information from those commercial structures that have it (banks, insurance companies, stock exchanges);

· seeking help from industrial counterintelligence services and private detective agencies.

4. Conclusion.

So, I would like to summarize the above and give some advice to a business person.

Businessman is transferred from in English as a “business man,” or more correctly, “a man of action,” but in order to become one, it is necessary to overcome two qualities inherent in most of us: incompetence and optionality.

Always respond immediately to any expressions of interest, even if you have not yet made a final decision. It would be nice to adopt the slogan of Japanese businessmen: react immediately, act with lightning speed.

Before establishing contacts with partners, you need to know whether they can contact you without any problems - pay attention to the means of communication.

A special place in the activities of a business person is occupied by the selection of partners. Therefore, your task is to establish that the company with which you are going to deal really exists, that it is reliable and successful.

“Letters of intent” are common in the business world. Companies write to each other to inform each other of their intentions regarding cooperation in some matter. This does not impose any obligations on anyone. Such letters only indicate that people are serious about business, and if you really have something to offer, then negotiations to conclude a deal should be carried out without delay. Learn the art of negotiation, carefully prepare for any business meeting and close work with any partner, and be sure to calculate everything down to the smallest detail before starting any business. Do not start producing goods and services until you are sure that you can sell your products. If there is no demand for it, then there is no point in releasing it. Finding out what people need requires careful market research, which takes time and money. But these funds will pay for themselves many times in the future - the market is owned by those who own the information.

It’s a good idea to think about how you would like to present yourself, what image of the company to create. An image can be created using memorable slogans, letterheads, envelopes, and business cards. Don't underestimate the impact that the appearance of your letter or your business card has on the recipient.

It doesn't hurt to know foreign language, since negotiations through an interpreter are not the best option.

Yours workplace should radiate joy and peace for both you and the visitor. The interior shapes the internal state. This leads to increased productivity and improved well-being of people. Therefore, the concern for making the workplace attractive should largely determine the activities of every business person. Take care of the interior.

In 1912, Russian entrepreneurs developed seven principles for doing business in Russia:

· respect authority;

· respect the right of private property;

· respect the working person;

· be purposeful;

· be true to your word;

· be honest;

· live within your means.

To the above you can add:

· don’t get irritated, don’t get lost, don’t get distracted;

· remember that there is nothing more painful for a person than humiliation;

· be tolerant of the shortcomings of your partners if these shortcomings do not interfere with your business.

5. List of used literature.

1. Soloviev E. Ya. “ Modern etiquette. Business Protocol” - M., 2003.

2. “Ethics of the Russian market. Anthology", editors Mark R. Elliott, Scott Lingenfelter - M., 1992.

3. Kholopova T. I., Lebedeva M. M. “Protocol and etiquette for business people” – M., 1995.

What is etiquette and protocol?

This question interests many people who want to keep up with the times and, if not even know, then at least understand what these words mean. This resource is dedicated to a detailed disclosure of these terms and to help everyone who wants to know how to behave in a given situation.

A person’s life takes place in his constant interaction and communication with other people. To ensure that contacts do not lead to conflicts, do not disturb social balance, so that everyday communication was harmonious, pleasant and useful; rules of etiquette have been developed since ancient times. What is etiquette?

ETIQUETTE is an established order, a set of rules regulating the external manifestations of human relations.

History of etiquette

The term “etiquette” appeared in the 18th century. But sets of rules were created back in Ancient Egypt: around 2350 BC e. A book called “Instructions for Behavior” was written here. Great thinker Ancient China Confucius (Kunzi) (551-479 BC), the founder of the most influential of the ancient Chinese philosophical and religious movements - Confucianism - devoted etiquette (li) special role. Li etiquette, according to Confucius, was supposed to form harmonious relationships between people, regulate human behavior in different life situations. The concept of “decorum” is very close to the meaning of the modern European term “etiquette”. Etiquette, among many other things, is the norm of behavior in the family, the rules of relations between subjects and the sovereign.

Courtesy and “beautiful behavior” were highly valued in the ancient world. As Aristotle wrote, there are three types of courtesy: “The first kind is in circulation: for example, in the way you address everyone you meet and greet them by extending your hand. The second is when they come to the aid of anyone in need. And finally, the third type of courtesy is when they are hospitable to table guests.”

An example of courtesy was the behavior of Julius Caesar: “... when at someone’s dinner old butter was served instead of fresh and the rest of the guests refused it, he alone took it even more than usual, so as not to show that he was reproaching the host for negligence or impoliteness.” .

Merchants and wealthy townspeople tried to follow noble etiquette, and this often took on absurd, ugly forms.

Parisian and London manners taken to the point of absurdity high society widened the gap between the wealthy and the poor. The hatred of the exploited majority for the exploiting minority, the events of 1917 and the first post-revolutionary years led to the so-called etiquette nihilism. For the liquidation of the nobility and bourgeoisie as social groups followed by the eradication of etiquette norms, which took forms no less absurd than many of the requirements of this etiquette. For example, in the 20s, a handshake was declared a carrier of infection, and girls considered themselves insulted if they were given a coat.

Gradually, as the irreconcilable class struggle faded and the material well-being of our people increased, classical norms of etiquette began to return to life.

In recent years, in connection with the formation of market relations, and therefore the emergence again of the rich class, secular manners, knowledge of the elementary fundamentals of etiquette, the subtleties of conversation, table setting, proper placement at the dinner table and in cars, etc., have become relevant. But This is not the only issue.

Etiquette, free from extremes and outdated formalities, does not complicate, but simplifies and makes it more pleasant daily life. Its rules are based on such moral categories as politeness, tact, correctness, and decency. Thus, mastering the rules of etiquette contributes to the development of a sense of tact (the ability to speak and act taking into account the individual psychological characteristics and mood of other people), teaches one to maintain one’s own dignity and respect others even in difficult, conflict situations.

An integral part of etiquette is decency. Etiquette helps a person to refrain from unseemly actions - such as petty fraud or theft, slander, slander.

Knowledge of the rules of etiquette eliminates constraint, allows you not to offend a business partner with an awkward word or action, and at the same time not to damage your own dignity and the prestige of the company. Mastering the behavioral stereotypes suggested by etiquette makes it possible to establish a favorable psychological climate for business communication, which makes business both successful and enjoyable.

Currently, Ukrainian enterprises and organizations are integrating into the economic, political and cultural life Europe, relations are developing with business and political circles in other regions of the planet. Communication with representatives of other states requires special attention to etiquette, strict adherence to its special rules and adherence to a business image. Fruitful, mutually beneficial relations between states are based on the principles of respect for sovereignty; equality; territorial integrity; non-interference in internal affairs.

Rules of diplomatic protocol

DIPLOMATIC PROTOCOL is a set of rules, traditions and conventions observed in international communication.

The generally accepted rules of protocol are the basis of the diplomatic practice of any country, although each of them also has certain features due to the specific national traditions, social order. Deviation from diplomatic protocol or violation of its norms is unacceptable, as it may damage the dignity of another state and cause undesirable political consequences.

The protocol regulates the procedure for receiving heads of foreign states or governments, government delegations, representatives of state and public organizations and business circles; all types of official diplomatic contacts. Attitude to the protocol, making minor changes to it (more or less solemnity, increasing or decreasing the level of representation at official ceremonies, etc.) is used as a tool foreign policy. These rules were formed on the basis of long historical experience. Therefore, the diplomatic protocol is a model of international communication, which all organizations and individuals are guided by. What is business protocol?

BUSINESS PROTOCOL, like diplomatic protocol, regulates the procedure for meeting and seeing off delegations, conducting conversations, negotiations and receptions, conducting business correspondence, signing treaties and agreements, etc.

But unlike diplomatic protocol, business protocol is not observed so strictly. In the field of business communication, its rules may be more flexible. However, reputable commercial structures in international communication most often strictly adhere to the rules of diplomatic protocol.

BUSINESS ETIQUETTE is the rules of behavior in society. As well as the standard of business communication, established rules business ethics, compliance with which at the final stage contributes to better mutual understanding, the establishment of normal business relationships in the team, and based on all this, the prosperity and stability of any business.

IN modern society mastery of business etiquette in most cases has a positive effect on the success of an entrepreneur, and adherence to ethics only further emphasizes the image of a professional in the eyes of business partners. When communicating with foreign partners, you simply must know the rules of etiquette and their countries, otherwise a wrong step in a conversation or meeting can result in significant business losses.