Business etiquette: role, importance and basic rules

Business etiquette is a set of rules and concepts about how business people should behave in a personal meeting, during correspondence or a telephone conversation. Sometimes compliance with cultural norms can be a decisive moment on which the results of cooperation depend.

What is the importance of business etiquette

The role of etiquette in business is hard to overestimate. Its meaning is expressed in the following:

• forms a positive image of a specific person and organization as a whole;
• creates a favorable and friendly atmosphere in the process of business communication;
• helps to avoid awkward moments and force majeure situations;
• helps to quickly and easily achieve business goals.

Basic principles

Business etiquette is based on five fundamental principles. Namely:

• Positivity. The primary task of business communication is to create a good impression. This is achieved through appearance, soft intonation, open gestures, hospitality and so on.
• Reasonable egoism. Of course, you need to respect the opinion of the interlocutor. But you can’t agree with him in everything to the detriment of your own benefit. You must defend your interests within a reasonable framework. This will create an impression of you as a serious entrepreneur.
• Predictability. When communicating with a potential partner, you must adhere to standard scenarios. This will avoid embarrassing situations that can undermine the trust of the opponent.
• Status differences. In the business world, people occupy different levels, which will certainly affect the nature of communication. Moreover, in matters of etiquette, hierarchy prevails over gender.
• Relevance. The manner of behavior, intonation of voice, behavior and atmosphere should be appropriate to the situation.

Key Points

Business etiquette is not just politeness. This is a complex system of norms, rules and conventions in which it is easy to get confused. The study of this issue should begin with the following key points:

• Respect your and other people's time. A businessman must possess the basics of time management in order to correctly and rationally use his time resource. At the same time, you need to be punctual, because for your partner time is no less valuable.
• Workplace order. If a business meeting takes place on your territory, the state of the office and desktop can tell a lot about you to the interlocutor. Make sure that all things are in place so that there is nothing superfluous.
• Make sure your speech is correct. Thoughts need to be stated consistently, structured and competently. Possession of oratory is half the success in any business.
• Respect for the interlocutor. Regardless of whether your interests coincide with your partner, you must listen to him patiently and respect the expressed point of view.
• Commitment to your cause. You need to do your job well, constantly improve (even if no one sees this). The interlocutor will definitely feel and appreciate competence and literacy.
• Respect for confidentiality. Trade secrets should not be disclosed, even if you fully trust the interlocutor. This can not only harm the company, but it can also put you not in the best light in the eyes of a partner.

How to make a good impression

In business etiquette, there is the concept of a "protocol of the first seconds." This is all about greeting, dating, making contact. As a rule, it is these formalities that set the tone for communication. To make your business meeting the best, remember these rules for a good first impression:

• When you are introduced, stand up. By doing so, you confirm your presence at the event. If there is no time or opportunity to stand up to your full height, lift yourself slightly from the chair, raise your hand, or lean forward.
• Introducing yourself, name your name completely. Ideally, you need to exchange business cards with your interlocutors.
• Follow the order. The first person to say hello is the one who occupies a lower position in the managerial hierarchy.
• A handshake is a generally accepted business greeting. The initiator should be a person occupying a higher position in the management hierarchy (regardless of gender).
• Do not try to remember the name. If you have already met with the interlocutor, but forgot his name, it is better to honestly admit this so that subsequently there will be no uncomfortable situations.
• Always say hello. Even if you do not know the people in the room, be sure to send a general greeting.
• Do not extend the chair for the other person. Regardless of his gender, age and position, such a "courtesy" at a business meeting is inappropriate.

If negotiations take place in a restaurant

Often, business partners prefer to conduct business meetings not in stuffy rooms, but in the informal atmosphere of the restaurant. Nevertheless, this does not eliminate the need to comply with the rules of business etiquette. Moreover, this leaves an imprint of new formalities, namely:

• Do not order the most expensive dishes. Stop at the average price tag on the menu.
• If the interlocutor recommends you some kind of dish, trust in his choice.
• Follow the example of the interlocutor. If he ordered, for example, a main course and dessert, you must make the same volume order. It will be inconvenient if you already finish the meal, and your partner will still eat.
• Do not ask to pack food with you. This is bad manners at a business lunch or dinner.
• The one who initiated the meeting pays. The rule applies regardless of gender. Nevertheless, if the invitee is persistent in paying the bill, do not open too much.
• Do not abuse alcohol. This may adversely affect the outcome of the negotiations. But a categorical rejection of the interlocutor’s proposal may look ugly. Just stretch your glass for the whole dinner.

Features of negotiations

Negotiations are a common form of communication in the business world. Business etiquette defines such significant points:

• Prescribe a plan in advance. Make a list and order of issues that need to be discussed so that there are no pauses.
• Send invitations no later than two weeks before the date of negotiations. Your interlocutors should also prepare and adjust their routine.
• Limit the circle of invitees only to those people whose personal presence is really necessary.
• Do not make an appointment in the early morning or late evening. Optimal afternoon.
• The first to be represented are representatives of the host country.
• If you plan to video or audio recording of negotiations, those present must be notified in advance.
• The optimal duration of the meeting is two hours. If negotiations last longer, a half-hour break is required.

Telephone Communication Rules

The rules of business etiquette apply not only to personal contacts, but also to telephone conversations. Here's what you need to know:

• Make business calls during business hours (required on weekdays). You can call no earlier than 9 a.m. and no later than 9 p.m.
• Do not hang up if the answering machine is turned on. Introduce yourself and politely ask to call back.
• If you did not wait for a call, do not call back immediately. You can redial the number no earlier than in one and a half to two hours.
• Do not wait for an answer too long. If after the fifth ringing a person does not answer, hang up.
• Do not ask your interlocutor if he has the opportunity to talk if you call during business hours. If this is not possible, he himself must tell you about it. The exceptions are those cases when there is a long conversation.
• End the conversation should the person who called. If the connection was disconnected during the conversation, the initiator should call back.
• Do not pick up the phone immediately. Wait for the third call.
• If you cannot speak, do not drop the call - it is impolite. It’s better to just leave the call unanswered (or answer to request a call back at some specific time).
• At the end of the conversation, do not apologize for the time taken from the interlocutor. Just give thanks.

Non-verbal communication

Etiquette in the business world involves a huge amount of conventions and details. In particular, attention is paid to sign language. Here are some things to remember:

• Do not stoop or close your hands below (in the shape of the letter V). This betrays self-doubt.
• Do not actively gesticulate. The interlocutor can be perceived as pressure or aggression.
• Respect your personal space. Do not come closer to your interlocutor than at arm's length.
• Do not speak too quietly or too loudly. Maintain a medium tone at which the interlocutor will clearly hear you.
• If the interlocutor takes a step back, do not step forward. This can be perceived as pressure or as an intention to upset personal space.
• Do not look at the clock or the door. So you demonstrate that you are tired of communication and that you are in a hurry to leave.
• Do not cross arms and legs. This is a closed pose, which indicates that you are trying to fence yourself off from the other person.

Some more recommendations

Business etiquette defines the many subtleties of formal communication. Here are a few more important points:

• Do not abuse the word thank you. It should sound no more than 1-2 times per negotiation. Otherwise, you will demonstrate your dependence on the interlocutor.
• Do not place the phone on a table. Thus, you will show the interlocutor that you are ready to interrupt the dialogue at any time in order to answer the call. Better leave the gadget in your pocket.
• Use professional business photos. It is unacceptable to attach personal amateur photos to business correspondence (or documents). This may characterize you as a frivolous person.
• Show objects with an open palm with your fingers together. Poking with your index finger is not just indecent. This gesture is considered aggressive and imperative.

Business etiquette in different countries

Features of cultures of different nations leave their mark on the business sphere. Therefore, if you are dealing with foreigners, you need to have an idea of ​​international business etiquette. Here are some information about different countries of the world:

• Americans do not have strict rules of communication. They can smile broadly, joke to communicate on abstract topics during negotiations. Nevertheless, they appreciate punctuality. If you are dealing with a woman, teach that Americans are very emancipated. Any signs of attention or compliments can be taken as an insult or, even worse, as harassment.
• The British are strict. They communicate by standards and patterns, not scattering in warm greetings. There is no tradition in England to give gifts to partners. It is better to invite them to the theater or restaurant.
• The Germans are guided by strict rules in business communication. It is important to be punctual and observe subordination. It is unacceptable to speak with the interlocutor to "you." As a rule, the Germans carefully plan negotiations, drawing up a clear list of issues. If a German partner invites you to visit, be sure to grab flowers for his wife and small gifts for all family members.
• The French, unlike representatives of other countries, are not fixated on punctuality. Moreover, a senior person has the full moral right to be late for negotiations. The French appreciate gifts. Well, if it will be books. If you do not speak the language, be sure to take care of the translator, as in France it is customary to conduct business in the native language.
• Italians are emotional and temperamental not only in life but also in work. They speak loudly and actively gesticulate. If you copy this manner of communication, the Italian partner will take it positively.
• The Chinese are committed to protocols and rules. Negotiations are clearly planned and structured. You need to come to the meeting a quarter of an hour before the appointed time. At a meeting, it is customary to give symbolic gifts.

Business etiquette in Russia

The concept of business etiquette came to the domestic space with the advent of foreign companies. We can say that the basis of business etiquette in Russia is a symbiosis of domestic and foreign traditions. Here are the key points:

• meeting, conclusion of a transaction and farewell is marked by a handshake;
• the interlocutor must be addressed by name and patronymic;
• negotiations must be received without delay;
• a strict business suit is required for a businessman;
• strict observance of trade secrets;
• you need to listen to the interlocutor with an interested look (even if the report is uninteresting);
• delegations are welcomed with hospitality and "on a grand scale";
• excessive smile and politeness is perceived as flattery and ingratiation.

Business Etiquette Books

If you are just starting your journey in business, special literature will help you navigate business etiquette. Pay attention to such books:

• "Business etiquette, or the game by the rules" (Marina Arkhangelskaya).
• “Good manners and business etiquette. Illustrated leadership” (Elena Ber).
• "Ethics and Etiquette in Business" (Dave Collins).
• "Business Etiquette and Protocol. A Quick Guide for Professionals" (Karol Bennett).
• "Businessman Etiquette: Official, Friendly, International" (Mary Bostico).