Basic rules of business communication. Modern etiquette in an organisation

Programme

Generally accepted norms of culture in the business world

• Business etiquette and its basic principles. Contradictions and patterns
• Types of politeness: correctness, delicacy, courtesy, tact, punctuality
• Technology for effectively establishing contact
• Rules of greeting, introduction, making acquaintance, forms of address
• The handshake and its types
• The business card and its main functions

Workshop: Cases «Greeting, introduction»; «Let's shake hands»; «Presenting a business card»

• Chain of command, relations between employees
• Specifics of «man-woman» communication
• Gifts, flowers, souvenirs and their role in business contacts
• What to do when generally accepted rules of good manners contradict the norms of business etiquette
• Corporate culture
• Creating and observing traditions, norms and rules of behaviour in the company
• Which rules of etiquette and business protocol are outdated but still in use, and why. Stereotypes in business communication and how to combat them

Etiquette of non-verbal behaviour

• Gestures and postures appropriate to business etiquette
• Communication space, zones and distances

Speech etiquette — the basis of the culture of workplace relations

• Etiquette speech formulas of business communication
• Speech cliches and phrases to avoid
• The art of the compliment. The ability to give and accept compliments
• How to say «no» delicately
• Preventing and managing conflicts through business etiquette
• Informal conversation — a mandatory part of all business meetings
• Forbidden topics for small talk

The telephone conversation in business communication

• Basic etiquette requirements for conducting a business telephone conversation
• Specifics of the business telephone conversation
• Preparing the telephone conversation, composition
• Speed and rhythm of telephone communication, manner of communication, emotions in communication, pauses
• Listening — an important part of telephone communication
• Incoming and outgoing calls
• Choosing an individual communication style that matches the company's image
• Shortcomings in telephone communication that negatively affect the company's image

Communicating via the internet

• Specifics of applying business etiquette when communicating via e-mail, social networks, ICQ, Skype. When it is appropriate, necessary, or unsafe for your own and the company's image
• Requirements for maintaining a «business» image on your own page

Table manners. Gastronomic etiquette

• Main types of official and unofficial receptions held in modern Russia and abroad. Invitations and replies to them
• Business negotiations in a restaurant (Power Lunch): specifics, the importance and complexity of the protocol of business meetings in a restaurant
• Dress and behaviour requirements
• Seating plan
• Restaurant etiquette

Workshop: Case «Buffet mastery»

Business protocol events

• Meeting business partners
• Meeting guests at the airport or railway station
• Seating rules in a car
• Introducing delegation members, presenting flowers
• Purpose of the visit, setting the time
• International standards and specifics of negotiating. Organisational preparation, arranging the room and the negotiating table
• Seating at the negotiating table
• Behaviour of service staff

Basic rules of hospitality in the office

• Rules of good manners for receiving visitors (partners, clients)
• Respect for the client as a working style and the basis of service
• How to make the client feel important to the company
• the role of the first phrase
• types of visitors
• how to calm a visitor who is negatively disposed
• how to receive a VIP client (partner)
• Decorating the office, the executive's office and the reception area
• how not to offend partners' feelings (use of hides and hunting trophies, weapons, «unethical» posters and souvenirs in decor. What is best never used)

Rules of behaviour at unofficial events

• Main types of unofficial receptions held in modern Russia and abroad
• Corporate events

National etiquette in foreign countries

• Specifics of communicating with foreign partners
• Interpersonal space in business contacts

The business person's appearance

• Choosing an individual style that matches the company's image
• Business, evening, casual and sports styles. Main mistakes in appearance
• Requirements for the dress and appearance of a business person
• Dress code
• Women's business dress: cut, colour, ethical requirements
• Business dress for men: cut, colour, suit, shirt, tie. Items of eloquent silence: jewellery and accessories (watches, pens, glasses, notebooks, cufflinks, clips, umbrellas, bags, jewellery)
• What is acceptable and what is forbidden for business men and women
• Hairstyle, perfume, cosmetics (men's and women's)

Workshop: Exercise «Tying a tie and a neckerchief»

Etiquette situations in special cases

• The theatre
• Visiting places of worship
• Sports clubs
• Hotels
• Road etiquette
• Sad occasions