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CHELYABINSK INSTITUTE OF COMMUNICATIONS BRANCH OF GOUVPO

"URAL STATE UNIVERSITY OF TRANSPORTATIONS"

ABSTRACT

Subject:Attributes of business communicationprotocol precedence

Checked:Performed:

TeacherStudent

assvornova E.E.Manapova A.Sh.

Chelyabinsk

Introduction

1. Attributes of business communication

1.1 Business attire

1.2 Communication

1.3 Business card

2. Issues of protocol seniority

2.1 Order of meeting, greetings and introductions

2.2 Protocol and organizational aspects of negotiations and conversations

2.3 Seating at the table

Conclusion

List of sources

Introduction

Behavior, clothing, speech are " business card» of a person, his attitude towards others. Therefore, it should be remembered that there are no trifles in business relations.

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

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

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

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

business communication attribute conversation

1. Aspects of business communication

1.1 business clothes

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

When choosing a suit for the first meeting, it is better to remember that classic style always speaks of good taste its owner, while extravagant and trendy clothes may not be perceived by everyone. If you are going for an interview in financial institution, choose a conservative business attire. If you are going for an interview in construction organization or a design firm, you can afford to dress in a more casual style. You can try to find out in advance whether the company has adopted a business or more casual style of clothing, but in any case, it is better to dress more formally for an interview. If showing up to work in jeans is considered par for the course at this firm, you can afford it when you start working, but you shouldn't show up to interviews in a sweater and wrinkled trousers. You will look calm and confident in yourself if you wear the suit that you like yourself. Naturally, we are talking not about your favorite jeans or trampled boots, but about the version of the weekend business attire in which you feel attractive.

Prules wearing costume:

Should not be combined business style with sports;

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

The shirt worn with the suit must have long sleeves;

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

The shirt should not have chest pockets;

The long end of the tie should not be allowed to be visible;

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

Ties should not be too bright and without catchy patterns, dark-colored socks;

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

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

Usually choose the color of the clothes With so calculation:

Blondes are best suited for blue;

Brunettes - yellow;

White color suits people with a pink complexion;

Black absorbs the brilliance of other colors.

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

Ruleswearingclothes for women:

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

The jacket can be both double-breasted and single-breasted;

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

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

Gold and silver straps on the skirt are excluded.

Leather straps welcome self made with the logo of well-known companies;

Pants of a purely classic cut, slightly narrowed down;

An important role in the competent choice of a business women's suit is played by fabric and color. The color scheme should not be variegated: gray, beige, various shades of dark blue, deep burgundy, brown and black.

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

1.2 Communication

RULE 1- Never start a conversation with business proposals.

When you, after the word "hello!", immediately begin to "take the bull by the horns", then by doing so you put yourself in the position of "taking" and not "giving". Those. You are trying to fuck something with a person in a brazen way, and not offer him your friendly helping hand.

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

It is this work that will pay back all the time and financial costs with a vengeance! Always remember Golden Rule"SEVA and HARVEST" - any successful, enterprising and rich person first gives a lot, and then receives a lot.

RULE 2- Avoid giving direct advice.

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

Besides, what helped you will not necessarily help someone else. Express your point of view gently and unobtrusively, constantly emphasizing that this is just your vision of the topic and your personal experience. Show your knowledge and competence in the topic under discussion and make the person ask you for help and advice. No need to give the impression of a "Pro", be one!

RULE 3- Use the style of indirect questions.

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

"Do you need money?",

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

"What do you do for a living?"

"How old are you? (to a girl)", etc.

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

RULE 4- Encourage independent reflection on the problem.

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

"What do you think?"

"What do you think of it?"

"How do you see this question?"

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

Then discuss all the strengths and weak sides such a decision. Do not forget about your unobtrusiveness and the role of a friend. Even if the thought expressed seems stupid, then do not rush to tell the person about it. In general, you should never show your superiority over someone, the person himself must understand this from how skillfully and competently you conduct a conversation and own the topic under discussion.

RULE 5- Let others determine their own direction in which they would like to go.

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

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

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

RULE 6- Use word locks.

If you have already moved to the stage of issuing information about a business, product or service, then in no case do not bring down a stream of offers on a person. Do it in an ascending, soft and smooth way. When you reach the peak and feel that you need to defuse the atmosphere, then use the fastening verbal locks like -

"So is it?"

"Am I right?"

"It's true?" etc.

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

RULE 7- Add some humor and wit to the conversation!

Nothing attracts you so much as your ability to make your interlocutor laugh and defuse any tension that has arisen. If you feel that there is some tension in the conversation, then tell some anecdote on the topic or turn the problem into a joke!

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

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

1.3 Business card

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

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

In countries with developed market economy(both West and East) business cards play important role in modern business etiquette and in most cases replace any document, including an identity card. Gradually, business cards are included in everyday life. business practice and in our country.

In the process of developing business cards as elements of business communication, two of their most important functions were identified: representation and use as a written message.

When performing a representative function, the following types of business cards are most famous:

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

2. Standard business card, which indicates the last name, first name, patronymic, place of work, position, office phone, telefax (telex). The presentation of such a card indicates the intention of its owner to establish close relationships with the person presented to him. Number home phone on a standard business card, only representatives are usually indicated creative professions working most of the time in the home office. This type business cards are used exclusively in the official sphere.

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

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

Business cards with two-sided text are common in Russia: in Russian on one side and in a foreign language, most often English, on the other. However, it is preferable to have separate sets with one-sided texts in Russian and foreign languages. Using a business card in the native language of a business partner is a sign of respect for him. It is important that the text of the card is prepared professional translator, since the names of positions, departments, divisions often do not have direct analogues. The convenience of a one-sided business card is also manifested in the fact that you can make the necessary additions and notes on its reverse side.

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

On the representative's card public institution maybe the coat of arms of the country is depicted, and on the card of the employee of the company - the company emblem.

The most common business card size is 9x5 cm.

Business cards are printed on thick coated paper. The classic business card white color with a strict black font, although at present, business people, in addition to diplomats, use other colors when designing business cards.

When meeting, the first to present a business card is the junior in position to the senior, in case of equality of social status and in informal communication, the youngest in age is the first to present the business card to the senior. At a business meeting with foreign partners, the hosts are the first to present business cards. The exchange of business cards is carried out strictly in order, starting with the highest-ranking members of the delegation.

When presenting a business card, they pronounce their last name aloud, upon receipt - the name of the presenter. This is done to avoid mispronunciation.

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

Business card analysis (such work in many firms is ongoing) can give Additional information about the status of its owner, the organization he represents.

2. Questions of protocol seniority

The basis of any organized society is its hierarchy, a seniority that is understandable to everyone and recognized by everyone - social, managerial, professional, etc. Seniority is the essence of protocol practice. The nature of the ceremonials of official events, their etiquette content reflect the hierarchy that has developed in the state.

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

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

2.1 Order of meeting, greetings and introductions

Greetings

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

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

The basic rule of oral greetings is considered to be the "bottom-up" principle, the first to greet the subordinate is the boss, the younger one greets the elder, the member of the delegation with the leader, in our country the representative of the stronger sex with the young lady.

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

Today associated with democratization business etiquette handshakes began to spread between the representative of the stronger sex and the young lady. Moreover, in the decision this issue yet a large number of prejudice. , almost all chapters, as before, believe that the representative of the weaker sex must be the organizer of the handshake. Any young ladies, including making comments about this rule own leaders. , an employee of a consumer society in the Penza region, in response to a hand extended to her by a representative of the stronger sex, reprimanded him, in fact, he was illiterate. In this situation, it was not worth considering the outstretched hand as impolite. On the contrary, the most recognition of its professional value and authority. The head in the above case was offended and, with 1 authority, parted with the employee.

The handshake is also common among business ladies. With the data, they show the conviction and power of their own position.

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

The one who enters the building must (regardless of official rank) be the first to greet those who are there. And those who are there do not answer in unison, as in high school, but only those who sit closer, who are more comfortable.

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

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

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

Having met with a category of your people, it is not at all necessary to shake hands with everyone in turn. Although, when you have already stopped and shook hands with a friend who is talking with one or more unknowns, greet everyone, calling yourself, as when you first met.

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

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

In recent months, one of the recognized rules of business etiquette has been violated: "The only acceptable touch on a business person is a handshake." In social places, it is outrageous to kiss when you greet, including when you are probably your good friend. Kissing in business relationships should be treated with caution. A welcome kiss can only be allowed if you are remarkably familiar with the person and you have close business friendships. And certainly here it was necessary to take into account the situation in which the meeting takes place. For example, during a secular reception, at a buffet table, where guests are invited with their husbands, the exchange of kisses between business partners is appropriate.

Performance

In secular etiquette, it is customary to adhere to the rule that a person actually begins to be present for you only from the moment he was suggested to you. Until now, you do not have the right to talk to him, greet him, etc. In contrast to secular business etiquette, there are a number of other rules. , for example, self-representation is allowed.

Presentation in business life is considered a significant component of politeness. With its help, it is possible to establish the necessary and necessary relationships. According to business etiquette, to suggest someone means to name his last name, last name, position, organization in which he operates.

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

As soon as you introduce people, you are obliged to introduce the youngest to the older, the single to the legally married, the lower in the hierarchy to the highest, the man to the fairer sex, the most girl to the eldest, etc. For example: " Viktor Aleksandrovich, let me suggest you Boris Ivanovich, Vice President for Management. Boris Ivanovich, Viktor Aleksandrovich himself, the president of our company." Of course, the actual wish for permission to suggest someone is considered a pure formality, for the following reasons when there is doubt about the appropriateness of the presentation of the golden rule - categorically refuse it! Surnames and names should be pronounced specifically and clearly, so that there is no need to ask again. As soon as you introduce people, try to characterize them to each other to facilitate subsequent communication.

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

As soon as the man is offered to the lady, he arises and bows slightly, and the representative of the weaker sex remains seated.

As soon as they just suggested a person to you, and you immediately didn’t remember his last names and names, and you also need to introduce him to someone else, don’t be shy, but bringing them closer to each other, just say: “Please meet.”

With an official acquaintance at the office of a fresh worker, we give the director and guests - the director. The exception is the most honorable guests (mayor, president). When introducing, we will certainly name the surname, surname, position and enterprise where the person works.

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

2.2 Protocol and organizational aspects of negotiations and conversations

Meetings, especially with official representatives, should preferably be held in specially prepared rooms. There should be no extra documents on the tables. There may be notebooks, pencils, matches, cigarettes, ashtrays, bottles of mineral water and wine glasses (upside down - a sign of their unusedness). In addition, on the tables (in the center or along the edges) there may be flowers in low vases.

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

Seating at the table at which negotiations are being conducted must be made in accordance with generally accepted rules and taking into account the level and official position of the persons involved.

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

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

As women increasingly occupy high positions in elected bodies and in administrative positions, at formal breakfasts and dinners, women are seated among men, depending on their rank.

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

Widows retain the rank of their husbands. Women unaccompanied by a man are seated according to age, position or honorary title. Married women have seniority above those who are widowed or divorced. All women are above young girls in seniority, unless their rank and duties or honorary titles give any of them a special preference.

The husband of a woman in an official position sits among the men in accordance with the rank of his wife, if his position does not entitle him to a more honorable place.

At meetings where both officials and eminent persons are present, there is an inevitable tension between legal seniority and civility seniority. In these cases, the following rules must be observed:

*the relative seniority of persons in official positions is always taken into account;

*when seniority is determined, the guests of honor are placed among the official officials, with preference given for reasons of courtesy to persons occupying a high position and having more influence in public life;

*the advantage of foreign guests is generally accepted. Equal in rank, foreign guests occupy a higher place than the citizens of their own country. Citizens working outside their own country have a higher rank than their compatriots.

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

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

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

If, under certain circumstances, it is not possible to allocate a place of honor to the guest, assigned to him according to the protocol, then the host apologizes to him immediately upon the arrival of the guest and explains to him the reason for the deviation from the protocol.

The host and hostess meet guests in the lobby in front of the dining room. One of the receptionists calls the name of the incoming guest. The guest follows through the hall (hall) and greets the hostess and the owner. The arrival of guests must be subordinated. The first guests to arrive are less significant in seniority. Before the arrival of honored guests, they are entertained by conversation, acquaintance and an aperitif.

As soon as the maître d' announces an invitation to the table, the owner offers his hand to the first lady and is the first to go into the dining room. The guest of honor offers his hand to the hostess, and they are the last to enter.

The head waiter waits for the hostess and guest of honor at the entrance to the dining room, then follows them to the table and pulls chairs for them. Guests take their places after the hostess sits down.

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

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

The host and hostess always make sure that the conversation at the table is general and excludes critical remarks about the authorities and absent persons. Heads of delegations can sit at the head of the table (translators are on the side), and then the rest of the delegation sits at the table.

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

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

Conclusion

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

Each person carries out his life scenario, plays his social and professional roles. And if the scripts do not match or they do not suit us, we strive to correct them, enrich them, or rewrite them again.

The first impression remains in the memory of people for a long time, so do not neglect your appearance.

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

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

Listsources

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

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

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

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

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

6. Lyadov P.F. "Diplomatic protocol and international cooperation"

Hosted on Allbest.ru

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MINISTRY OF EDUCATION AND SCIENCE OF THE RUSSIAN FEDERATION

FEDERAL AGENCY FOR EDUCATION

State educational institution of higher professional education

RUSSIAN STATE UNIVERSITY OF TRADE AND ECONOMICS

GOU VPO "RGTEU"

Chelyabinsk Institute (branch)

Department of "Finance, Accounting and Audit"

Abstract by discipline:

"Business communication" on the topic:

"Attributes of business communication"

Completed by: 3rd year student

Correspondence department

Record book number BS -07-38

Sorokina Olesya Dmitrievna

Specialty: Accounting,

analysis and audit

Checked by: Ph.D., Associate Professor

Reshchikova S.P.

Chelyabinsk, 2010

Introduction

Business clothes as an attribute of a business person

Greetings, communication

Behavior of men and women

Image as an object of business communication

Conclusion

Bibliography

Introduction

Clothing, behavior - this is the "calling card" of a person, his attitude towards others. Therefore, it should be remembered that there are no trifles in business relations.

Today, in the field of trade, education, medicine, culture and other areas of life, over 80% of employees are women. The increase in the role and influence of women inevitably led to the complication of the psychological atmosphere in the teams, since most often no one takes into account the peculiarities of female psychology. A woman implements “discussion of arguments” differently than a man, because women have their own logic.

The relevance of the research topic: for several centuries, business communication, communication of people employed in various industries, in trade, in the financial sector, and in many others, in fact, in all, occupies a large place in their activities, ensures its success. In the modern conditions of the life of our society, our state, it has become even more important, even in comparison with recent decades of the past, the importance of business communication is increasing.
Real observations, the practice of life shows that not all people interested in this possess the culture and proper skills of business communication, although they should possess them in their own interests. This often results in miscalculations in their entrepreneurial and labor activities, affects the quality of their work, products, etc.

The objectives of this work is to study the features of business communication, the behavior of men and women. Master the skills of business communication in order to feel free and professional in the business world, where there are long-established rules and norms of communication.

The purpose of the work is to master the theoretical material of the behavior of men and women, how to dress properly, present yourself from a business point of view to others and apply all aspects in practice.

1. Business clothes as an attribute of a business person.

A suit is a visiting card of a business person. The first impression remains in people's memory for a long time. Therefore, you should not neglect your appearance. For example, neatness and smartness in clothes are often associated with organization in work, the ability to value one's own and other people's time. Slackness is a synonym for fussiness, forgetfulness.

From here follow the following rules for wearing a suit:

Do not wear a suit and sports shoes at the same time;

Having put on a suit, you should not take a sports-type bag, but if necessary, the bag should be of a solid color;

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

The shirt worn with the suit must have long sleeves. It is considered elegant if the cuffs of the shirt are visible from under the sleeves of the jacket by about 1.5-2 cm.

It is better if there are no chest pockets on the shirt;

The long end of the tie should not be allowed to be visible;

You should not stand out with your clothes during working hours. Ties should not be too bright and without catchy patterns, dark-colored socks;

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

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

Blondes are best suited for blue;

Brunettes - yellow;

White color suits people with a pink complexion;

Black absorbs the brilliance of other colors.

The main danger that awaits a woman when choosing a business suit is its hyper-provocative nature. Therefore, a woman should always remember: if you are in business, you need to be ready to make certain sacrifices in clothing.

The jacket is fitted - but slightly, and it is not accentuated. Everything else is not strictly regulated. The jacket can be double-breasted or single-breasted. Buttons - necessarily real bone or covered with fabric, leather. The skirt should be straight, narrowed down, tight-fitting to the hips, with a slit in the back of no more than ten centimeters.

Gold and silver straps on the skirt are excluded. And, on the contrary, handmade leather straps with the logo of well-known companies are welcome. Trousers of a purely classic cut, slightly narrowed down.

An important role in the competent choice of a business women's suit is played by fabric and color. Preference is given to smooth fabrics - English tweed and wool, as well as satin, matte silk, velvet and boucle. Viscose and all kinds of stretch are excluded.

The color scheme is not variegated: gray, beige, various shades of dark blue, deep burgundy, brown and black.

Particular attention when choosing a women's business suit should be paid to the manufacturer. It is best to buy business suits from companies such as Armani, Max Mara, Robert Barton, Betty Barclay, Chanel, Guy La Roche - things that are calm, not defiant, and correspond to the canons of business etiquette.

The main thing is that collectible items from the latest catwalk shows are not suitable for a business woman. Her business suit should be impeccably boring, simple and clear. Ideally, if a business suit is tailored specifically for a certain woman in a famous designer's fashion house.

Clothing, behavior - this is the "calling card" of a person, his attitude towards others. It should be remembered that there are no trifles in business relations.

2. Greetings, communication.

In Russia, there are historically developed stereotypes of speech treatment: “Ladies and gentlemen”, “Sudari and madame”. Unfortunately, only educated people use them.

The first to greet

Man - woman;

Younger (younger) in age - older (older);

The youngest woman - a man who is much older than her;

Junior in position - senior;

A member of the delegation - its leader (regardless of whether it is their own delegation or a foreign one).

In a telephone conversation, the person who is calling is always introduced first. The caller ends the conversation.

It has been established that a person looks more at the one he likes. This is especially pronounced in men - they are less eager to hide antipathy and even during the hearing they try to take their eyes off the partner who inspires them with dislike.

When talking, it is best to sit straight, without bending over or leaning back. Most suitable for business woman landing: knees together, feet one near the other, the lower leg is turned slightly obliquely.

A man enters the restaurant hall first, and his companion follows him. If a woman was the first to enter the hall, then on the way to the table the man is a little ahead of her, shows the places and helps to take the most convenient place.

The most convenient places are usually considered: near the wall - facing the hall, in the middle of the hall - facing the entrance. The man sits down after the lady has sat down.

Either the one who first proposed the meeting, or the one in a higher position, must pay the bill. The man should help the lady get dressed and it is advisable to take the woman home. You should never offer your left hand to a lady.

In a store, a man should raise his hat even if he is in front of a salesman and not a pretty saleswoman. Sellers are addressed simply as "you"; referring to young saleswomen, you can say "girl."

3. Behavior of men and women.

Stereotypes of behavior of women and men have evolved over the centuries. A purely masculine style of behavior is associated with activity, purposefulness, determination and rational activity. Women, on the other hand, have always been denied intelligence and reason. It was believed that their sphere is emotions. In this regard, a tradition of raising children developed: boys were instilled with perseverance, rationalism, self-confidence; girls were taught to be sensitive, caring, gentle and meek.

Although life has changed in many ways, old stereotypes nevertheless have a noticeable effect on our relationships.

Indeed, women pay more attention to feelings. But psychologists agree that this is not an innate, but an acquired property. The manifestation of feelings has always been perceived as something feminine, attractive. Therefore, their reactions are much more emotional than those of men.

The resulting likes and dislikes affect the behavior of men and women, in principle, the same way. But it is believed that for women they are crucial. This opinion exists, apparently because women show them more openly.

Since women learn from childhood to put themselves in the place of another, they are more interested in the personality of the interlocutor. She is more receptive to people's ideas and encourages their efforts more effectively. While men seek to actively reshape their environment, women emphasize nurturing relationships.

Women are more prone to self-disclosure. With friends, they form closer friendships and have more intimate conversations than men. As for communication with colleagues, women also have a strong desire for human contacts.

A woman implements “discussion of arguments” differently than a man, because women have their own logic. When discussing a problem, women often combine many stages into one stage, or omit them altogether. Violation of the sequence of decision-making depends on the situations in which the woman is. Such features of women's behavior often lead to conflict in the team. For this reason, if a woman is in a managerial chair, she should master the logic of thinking leading to reliable conclusions.

The element of time is missing from the reasoning of women. They only think about how best to solve the problem in this place and in currently regardless of the consequences this problem will have for them in the future. Psychologists have come to the conclusion that the main obstacle to the business career of many women is the inability to get along with each other, to be condescending to the shortcomings of other people.

But women also have a number of advantages. A female leader has a more subtle social intelligence. She knows how to evaluate and predict the behavior of other people. True, more than men, she is in danger of being led by her emotions.

A woman has more contact and practicality of thinking. If a man is inclined to make long-term plans, then a woman prefers a specifically guaranteed result, "here and now." Woman better men controls their own and others' mistakes; she tends to be better at articulating her thoughts and expressing ideas. It is noticed that she reacts less than men to courtship and sexual claims in business relations.

There are several pitfalls on the way to the development of a business woman's career - the lack of a global, overview view of the problem, a more developed conservatism, a tendency to wallow in trifles and emotions, to get stuck in the system of human relations.

4. Image as an object of business communication.

Like a sophisticated business card, image is today a necessary attribute of effective business relations. In the literal sense, image means a "collective image" of a person, including not only the external impression, but also the style of her thinking, the features of her actions and deeds, and even her idea of herself. It is the unconscious self-image, known and sometimes unknown to ourselves, that is barely perceptible in communication and ultimately determines the development of relationships - their complementarity, confrontation or rejection. Each person carries out his life scenario, plays his social and professional roles. And if the scenarios do not match or do not suit us, we strive to correct them, enrich them or rewrite them again.

The image of the company is created by people, and the visible part of the company needs to be explained what this image consists of.

When you do something like a pioneer, there is a high chance that something will fail. But this position is not like everyone else.

A well-known part of the image consists of presentations, communication with the press, with customers and partners. If you do not do as is customary in this environment, but do as you like. If it works better when you speak not prepared phrases, but spontaneous thoughts that appear during a speech. This results in the best, most engaging presentations.

good when there is finished script. If people talk but don't think, it doesn't inspire respect. You can always see when a thought works and when it doesn't. The lack of impromptu often gives rise to internal conflict. It is much better to state the idea not as it should, but as “I understand it” - this is a winning strategy.

In principle, this is an important component of the image, if you are aware of what you are talking about, it is always clear whether you are speaking your own thoughts or retelling someone else's. If people see that you are speaking in your own words, this gives rise to the effect of trust, but here it is important not to "fall" into the other extreme - to become "ours on the board." Getting closer to the audience, using simple phrases is great. A person loves slang, but almost never uses it, it's just fun for him to catch it all.

It is noticed that people easily perceive technical thoughts if it goes through allegories. We say: we need to build centralized information systems. Just as people use electricity, so does information.

People are much more sensitive to pictures than to speech. Use a variety of photographs - everything is easier to perceive through visual images.

Conclusion

The first impression remains in the memory of people for a long time, so do not neglect your appearance.

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

Therefore, each of us should think about the problem that our society is leading to stagnation, to a decrease in the standard of living, and we, in our own interests, must master the proper skills of business communication and culture.

Bibliography:

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

Business conversation. Business etiquette [Text]: textbook. manual for universities / Author-compiler I.N. Kuznetsov. - M: UNITY-DANA, 2004. - 431 p.

Aminov, I.I. Psychology of business communication [Text] / I.I. Aminov - M.: Omega-L, 2006. - 304 p.

Braim, I. Culture of business communication [Text]: textbook / I. Braim. – Minsk, 2000.

Business style as the main attribute of a business person

IN modern world career success directly depends on the ability of a person to present himself and his professional quality surroundings, which greatly contributes appearance. Respectable appearance is a signaling system that informs potential client about the possibility of building strong business relationships. Many image studios are engaged in creating a business image.

As before, men's business style is associated with suits of blue and gray shades, double-breasted models give the greatest solidity. The collar must fit tightly to the neck, all the buttons of the jacket, except for the last one, must be fastened. When choosing a shirt, you should start from the color of the jacket: the shirt should be lighter. But the tie should have a shade darker than the shirt, so an unobtrusive contrast will be created.

An important element of business etiquette is the length of the tie. The tip of the tie should touch the belt. If we consider the business style of a business man, then there is no need to talk about a butterfly. This element of the wardrobe is more related to solemn events.

The classic color of the shoes is, of course, black. Few can argue with this, because elegant leather shoes with closed lacing look very respectable. You should not pick up socks lighter than the suit, you should also exclude any drawings.

Many mistakenly believe that only women's business style involves jewelry and accessories. The choice of men's jewelry should be approached as carefully as possible, any deviation from the rules of etiquette will not play in our favor. Of the accessories on hand, it is customary to wear one ring and a bracelet with a watch. Business style does not accept signet rings; in a respectable society, this is considered bad taste. Concerning wrist watch, here fashion constantly dictates new rules. A universal solution is a watch with a leather or metal strap. Regardless of the price of the mechanism, you need to remember that the black dial "cheapens" the accessory. To make the business image as unified as possible, pay attention to every little thing, from a fountain pen and wallet to a lighter.

The solidity of the image of a business person is formed by a leather briefcase or diplomat. If you wear glasses, be sure to match them to your facial features. Petty omissions when choosing glasses can make the face somewhat comical. In a business setting, it is not customary to wear tinted glasses; this acts on the interlocutor somewhat repulsively.

The modern business style of a man is quite multifaceted. The right image successful person always well visible. In large corporations, the dress code is often predetermined and subject to strict rules.

Introduction

Behavior, clothing, speech - this is the "calling card" of a person, his attitude towards others. Therefore, it should be remembered that there are no trifles in business relations.

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

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

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

business communication attribute conversation

Aspects of business communication

business clothes

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

Rules for wearing a suit:

You should not combine business style with sports;

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

The shirt worn with the suit must have long sleeves;

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

The shirt should not have chest pockets;

The long end of the tie should not be allowed to be visible;

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

Ties should not be too bright and without catchy patterns, dark-colored socks;

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

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

Blondes are best suited for blue;

Brunettes - yellow;

White color suits people with a pink complexion;

Black absorbs the brilliance of other colors.

Dress code for women:

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

The jacket can be both double-breasted and single-breasted;

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

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

Gold and silver straps on the skirt are excluded.

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

Pants of a purely classic cut, slightly narrowed down;

In a well-mannered and educated person, life is easier. He knows the rules and follows them. Provided that his environment knows and observes these rules too, one can easily reach mutual understanding, establish successful interpersonal relationships - the key to productive business relationships and a successful career.

1. Punctuality

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

2. Restraint

The business sphere is not a place for emotional outbursts. Especially for us women, it is difficult to come to terms with this. But no tears, no bad mood during PMS, no flirtatious smiles business partners we will not be forgiven. Be unemotional and you will be. And, therefore, respect your opinion.

3. Politeness

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

4. Tact

The rules of business communication necessarily include gestures of good manners. Tactlessness is gross violation pilichiy. It can turn the tide of the whole meeting not in your favor. How you entered, how you greeted, to whom and how you shook (or did not shake) hands, how you said goodbye - all this is important, which should not be neglected.

5. Acquaintance

If the business partners do not know each other, they are introduced at the first meeting. The chef from the host side is introduced first, then the head of the guests. Then they introduce the rest of the employees. The younger one always introduces himself to the older one, and gender does not play a role in business etiquette. Even if you have met before, the protocol of greeting is “break” with exclamations “We know each other!” not worth it. Introduce yourself again. If someone did not give a name, it is allowed to ask, but only once. You can't ask again. The introduction and greeting may be followed by a handshake.

6. Handshake

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

The first to give a hand for a handshake:

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

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

7. Business cards

Another indispensable attribute of business communication. Not having a business card today is a bad form. Not giving it in response to a request or a business card given to you is tantamount to “business suicide”. Keep a supply with you at all times. The rules for exchanging business cards are the opposite of the laws of handshakes. The first business card is given by a man to a lady, and the youngest - to the elder.

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

8. Dress code

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

9. Handling

We have already spoken about tact and politeness. Familiarity is also unacceptable. You need to address the interlocutor by you and by first name, patronymic, first name, or last name, with the obligatory addition of the words: Mr. / Mrs., Mr. / Mrs., etc. (in which country, as is customary). Calling nameless can greatly damage your reputation. And talking about any of those present in the third person, using the pronouns "he", "she" is generally unacceptable.

10. Communication

Do not do it:

The etiquette of business communication allows you to save time and not spend titanic efforts on thinking over the line of conduct. There are rules that have long indicated what should and should not be done. It remains to study and adhere to them. And use the released energy to develop your business idea or search for an argumentation base for your new brilliant project.