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Ministry of Science and Education of Ukraine

KIEV NATIONAL LUNGUISTIC UNIVERSITY

Chair of Germanic and Finnish Philology

Course Paper

BUSINESS ETIQUETTE IN MODERN SOCIETY

Kristina Gudzyak 

Group 413

English Language Department

Scientific Supervisor:

Assistant Professor

Iryna Illivna Sokolets

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Kyiv – 2010

Contents

Introduction………………………………………………………...……………..3

Chapter 1. Etiquette and its Types………………………………………..……….4

1.1 History of Business Etiquette…………………………………………………..4

1.2 The Correct Codes of Behavior for the Workplace…………………………….6

Chapter 2. Business Etiquette Standard in Person, by Phone, E-mails, and

Letters………………………………………………………………………………9

2.1 Business Language…………………………………………………………….9

2.2 Business Letter Etiquette……………………………………………………...12

2.2.1 Business E-mails…………………………………………………….…12

2.2.2 Business Correspondence……………………………………………...17

2.3 Business Phone Etiquette……………………………………………………..20

General Conclusion……………………………………………………………...24

Resume……………………………………………………………………………25

Bibliography……………………………………………………………………...26

Appendix….……………………………………………………………………...28

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Introduction

Etiquette is a very important factor in determining the success or failure of a

 business or a person. Etiquette is the way a person presents himself to others, being

comfortable and making other people around comfortable.

 Actuality of investigation lies in the importance of following good manners

and etiquettes in order to succeed in the business, be liked by people and maintain

good relationships with clients, customers and employees. When one does not

 practice good etiquette intentionally or unintentionally, they are bound to face a lot

of obstacles on the path to success.

The subject being relevant for the modern society is studied by many people.

Though it is considered to be a magazine topic rather than the scientific one.

Hazely Lopez is the most prominent representative of business etiquette topics.

The object of research is business etiquette and norms in business

relationships.

The subject of research is methods, ways, techniques and means of building

up appropriate and universal business norms.

The aim of the paper lies in investigating the level of learning the problem in

the scientific literature as well as in investigating the specific features of business

etiquette in modern society.

Based on the aims of the paper work the following research tasks were

established:

- to investigate the literature that explores the perspective of business

etiquette and manners;

- to clarify the difference between the business etiquette and business

manner;

- to determine the specificity of business etiquette in different business

surrounding;

- to identify the ways of improving business etiquette;

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- to clarify the difference of business etiquette in various countries and

cultures.

Chapter 1. Etiquette and its Types

1.1  History of Business Etiquette

When people think about etiquette, they often think about fancy table

settings and engraved stationery, but good manners are actually designed to help

 people cope gracefully with the circumstances of everyday life. One place where

good manners can be an especially good idea is at work, where business etiquette

can have a positive impact on the career.

Etiquette is a code of behavior that delineates expectations for  social 

 behavior  according to contemporary conventional  norms within a society, social 

class, or  group [12]. The French word étiquette, signifying ticket (of admission,

etc.) first appeared in English around 1750. Like culture, etiquette is a word that

has gradually grown to become plural, especially in a multi-ethnic society with

many clashing expectations. Thus, it is now possible to refer to "an etiquette" or "a

culture", realizing that these may not be universal. In Britain, the word "etiquette"

has been described as the one word that aptly describes life during the reign of 

Queen Victoria.

Like all etiquette, business etiquette is a group of recommended behaviors

for particular situations that occur at work. Business etiquette is designed to cover 

every aspect of a person's professional life, from job interviews to management

techniques. In general, business etiquette encourages workers to treat each other 

with respect and courtesy by suggesting the best way to behave in different

situations.

Rules of etiquette encompass most aspects of social interaction in any

society, though the term itself is not commonly used. Rules of etiquette may reflect

an underlying ethical code, or they may reflect a person's fashion or status. Rules

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of etiquette are usually unwritten, but aspects of etiquette have been codified from

time to time.

Manners involve a wide range of social interactions within cultural norms as

in the "comedy of manners", or a painter's characteristic "manner". Etiquette and

manners, like mythology, have buried histories especially when they seem to have

little obvious purpose, and their justifications as logical ("respect shown to others"

etc.) may be equally revealing to the social historian. There is even a commonly

known saying: “Etiquette tells one which fork to use. Manners tell one what to do

when your neighbor does not”.

The etiquette of business is the set of written and unwritten rules of conduct

that make social interactions run more smoothly. Office etiquette in particular 

applies to coworker interaction, excluding interactions with external contacts such

as customers and suppliers. When conducting group meetings in the United States,

the assembly might follow Robert's Rules of Order 1, if there are no other company

 policies to control the meeting.

According to Hazely Lopez both, office and business etiquette overlap

considerably with basic tenets of  netiquette, the social conventions for using

computer networks [22, 23]. These rules are often echoed throughout an industry

or economy. For instance, 49% of employers surveyed in 2005 by the American

 National Association of Colleges and Employers found that non-traditional attire

would be a "strong influence" on their opinion of a potential job candidate.

Etiquette can vary widely between different cultures and nations [4, p. 55].

In China, a person who takes the last item of food from a common plate or bowl

without first offering it to others at the table may be seen as a glutton and insulting

the generosity of the host. In America a guest is expected to eat all of the food

given to them, as a compliment to the quality of the cooking.

In such rigid hierarchal cultures as Korea and Japan [3, p. 150], alcohol

helps to break down the strict social barrier between classes. It allows for a hint of 

informality to creep in. It is traditional for host and guest to take turns filling each1 is the short title of a book containing rules of order intended to be adopted as a  parliamentary authority for use by a

deliberative assembly.

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other's cups and encouraging each other to gulp it down. For someone who does

not consume alcohol (except for religious reasons), it can be difficult escaping the

ritual of the social drink.

Etiquette may be wielded as a social weapon. The outward adoption of the

superficial mannerisms of an in-group, in the interests of social advancement rather 

than a concern for others, is considered by many a form of  snobbery, lacking in

virtue.

1.2 Correct Codes of Behavior for the Workplace

With the beginning of the 21-st century there have been a lot of changes

within business etiquette. There are several different types of it that are useful to

know. Interview etiquette covers the appropriate way to behave during an

interview, including dressing appropriately, making eye contact and sending a

thank-you note [16]. Business dinner interview covers the appropriate way to

 behave when one is eating with someone in a business situation, including who

should pay and how to manage conversation while eating. Work etiquette covers

everyday situations that arise in business, such as working with other people and

answering the telephone. Managerial etiquette gives guidelines for managing

employees who to report to, including dealing with problems and overseeing

meetings.

Behavior in the workplace can make or break the success of a business. It all

 begins with showing a great deal of respect to all of the co-workers, from the

superiors in a management position to the employees who deliver the mail. If one

treats his or her co-workers with respect and loyalty, it will be reciprocated and

will keep the office business running smoothly.

There are several factors that decide personal growth at the job. One thing

that can not be afforded to miss out on this aspect is the behavior or the official

conduct. No matter how busy and dedicated one is towards the work he or she is

 probably going to not score any point if the official conduct isn’t acceptable. Let us

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have a look at some of the measures that can help improving the official conduct to

a great extend.

One of the basic and the most vital thing in this context is a deferential

 behavior. This is truthfully the thumb rule for the right official behavior. There is

not any denial of the fact that the office environment can become quite maddening

and stressful at times. There could be examples when all that he or she would feel

is to snap and shout at his or her associates. However, this is not the truthful action

to take when in an office. It is vital to stop the outrage from rising high and still be

mannered while chatting to one and all. It is not only with the seniors one needs to

maintain a polite behavior, it is with everybody that everyone should behave the

same. Ever if it is the junior or the individual at very low designation one should

ensure that he or she gives all due respect [20].

Another thing critical is punctuality. It goes a long way in determining the

efficacy of the person at the workplace. If one wants to score brownie points in the

office behavior, it is suggested to always reach office on correct time. The perfect

thing is to reach at least 10 -15 minutes prior to the office timings. In this manner 

he or she will be in a position to well work out the work that one needs to close off.

This may put at ease and also keep relaxed before really getting going with the

long day of work.

One should never make his or her official desk a make up room. It is

certainly important to be all decked up and have a good appearance when in the

office. This in no way means that nobody should start doing the make up like

 brushing the hair, applying gloss and the like on the desk itself. Such things can be

done only in the washrooms.

One needs to also monitor the body language in the office and ensure that it

corresponds with whatever he or she is claiming. The right words joined with the

wrong body language can make anyone come across as rude. It is not suggested

fidgeting with the hair or ringing when speaking to someone, as it generally tells

them the person is not interested in what they are exclaiming. Instead one should

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smile and practice a controlled expression on the face. This could make it less

complicated for people to have interaction with anyone.

It is advisable to watch the garments. While this holds true for anyone, it

holds even more signification for ladies. The office is meant to be a place for work 

and not some fancy dress competition. Keep the best dresses for other occasions.

At work, one should be dressed in a straightforward yet smart fashion. Regardless

of whether the office doesn’t call for the requirement of formals one has to be

ensured that no one is heading to work in teenager clothing.

Etiquette is a code of behavior that delineates expectations for  social 

 behavior  according to contemporary conventional  norms within a society, social 

class, or group. Rules of etiquette encompass most aspects of social interaction in

any society, though the term itself is not commonly used. A rule of etiquette may

reflect an underlying ethical code, or it may reflect a person's fashion or  status.

Rules of etiquette are usually unwritten, but aspects of etiquette have been codified

from time to time. With the beginning of the 21-st century we have got a lot of 

changes within business etiquette. There are several main types of it: interview

etiquette, business dinner and work etiquette.

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Chapter II. Business Etiquette Standard in Person, by Phone, E-mails,

and Letters

2.1 Business Language

Even though the standards of the things one can say in situations relating to

 business are slacker than they used to be, he or she still has to use the appropriate

 business language when the situation calls for it. As a professional in business, one

has to utter suitable expressions and words at all times. The most important thing

each has to do as an employee and colleague is to use appropriate language in the

workplace. In the business world, making a good impression and projecting the

 person as mature, intelligent, confident, and professional is critical to long-term

success [21]. Inappropriate language, whether spoken or written, can negatively

affect the credibility and put off or even offend those he or she works with. Both in

speech and in writing everyone should take the time and make the effort to use

appropriate language formal language. Below are the most prominent

characteristics of formal language:

• speech before a passive audience;

• the assumption of a role by the speaker;

• the use of artificial means of communication such as writing or 

electronics;

• the use of a “high” dialect or language in preference to a “low” one.

Everyone has to remember that this is extremely important to use standard

English and to follow the established rules of grammar. No matter who the

audience is, in the workplace one should always use standard English (the form of 

English taught in schools and used in most texts, government documents, media

 publications, and the like) in the speech and writing. If he or she is from an area

where nonstandard English is common and they use nonstandard English

themselves they have to make a conscious effort to speak standard, grammatical

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English. Attention must be paid to the way other professionals speak and write at

work, and one will begin to notice ways of improving the speech and writing.

That is why this would inappropriate in London for example during business

negotiations to say “apples and pears” (meaning stairs) or "John Major" (meaning

 pager).

In speech must be used a level of formality appropriate for the concrete

audience. When conversing in less formal situations or when writing less formal

correspondence, one can use less formal English, but still remain respectful and

 professional at all times. For example, here are the formal and informal variant of 

the same meaning of the sentence:

1) informal: The social worker  looked at  the client's history to  find 

out which interventions had previously been implemented.

2) formal: The social worker examined the client's history to establish

which interventions had previously been implemented.

People should never use profanity. Swearing is never acceptable in the

workplace.

One thing that is also worth remembering is avoiding biased or derogatory

comments. Sexist language (Table 1) or language that is biased against any racial,

ethnic, religious, age, or other group must never be used. Avoiding comments,

generalizations, examples, or jokes that affirm or perpetuate negative stereotypes is

of primary importance.

Table 1: Gender-Neutral Language

Gender-specific

Gender-neutral

Comment

Dear Sir, Dear  

Sir or Madam,

Find out the reader's name

whenever possible.

 policema

n

 police

officer 

The same goes for salesman,

 businessman, etc. Even if the person

you are talking about really is a man,

such terms subtly reinforce the idea that

it is unusual for a woman to have that

 job.gunman shooter The term loses some important

specificity when "gun" is removed, but

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"shooter" is better than "gunman or 

gunwoman".

People should avoid using slang (Appendix A). Slang in the workplace -

even words or expressions that are commonly accepted in other settings, is

inappropriate thing. Be judicious in the use of idiomatic expressions, and

 particularly regionalisms, as well.

Politeness can not be forgotten. Each mother’s instructions about using

“please” and “thank you” are just as important in the business world as they were

at the dinner table. One will be able to accomplish more and will undoubtedly have

 better relationships with co-workers and colleagues if he or she treats themselvesrespectfully and show sincere appreciation by using courtesy words. Here we

enumerate the basic rules of politeness in business word:

• Saying “Yes sir”, “No sir”, or “Yes ma’am”, “No ma'am” is

advisable;

• saying “Please”, “May I”, “Thank You”, “You’re Welcome”, “Excuse

Me”, “Pardon Me” should not be forgotten;• a man wearing a hat should take it off when indoors ;

• a hat should also be removed (by men) during the national anthem, the

raising of the flag, funeral processions, and prayer. This hat doffing can also be

done at the gentleman’s discretion for any event for which he wants to show

respect;

•

if one is wearing a hat he or she should tip it when a lady walks by;• acknowledge others when walking by with a smile, a nod or “hello” is

important;

• when someone is speaking one shoul never interrupt. It is better to

wait until they are done speaking, or if it is an urgent matter, one may say: “Excuse

me, but …”.

Taking a class is also one of the most important things. To learn even moreabout using appropriate language and about writing and speaking well in the

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workplace, one can take a class or attend a workshop or seminar on

communicating effectively in the business world.

The suggestions above will help to use appropriate language in the

workplace. By following these principles, one will make a good impression and

will be known as a professional, courteous employee and colleague.

2.2  Business Letter Etiquette

Business etiquette is fundamentally concerned with building relationships

founded upon courtesy and politeness between business personnel. Etiquette, and

especially business etiquette, is a means of maximizing the potential by presenting

 people positively.

Writing a business letter is not simply a matter of expressing the ideas

clearly. The way one writes a letter and the etiquette he or she employs may have a

significant impact on the success or failure in business [17].

Failure to observe correct business letter etiquette can result in the adopting

an inappropriate tone, causing offense or misunderstandings, lack of clarity or 

 purpose and hostility or soured relations.

The foundation of good business letter etiquette is ‘Think before you write’.

One should be considering who the letter is addressed to, how and why? This will

then influence style, content, and structure. The letters may be written by hand,

which are a simple written business correspondence, or printed on a computer,

which are called e-mails.

2.2.1 Business E-mails

When it comes to the business e-mail communications, it is important to

make an impression that can lend to the determination that a person is a credible

 professional enterprise and someone that will be easy and a pleasure to do business

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with. Everyone only has one chance to make that first impression which will be

invaluable to building trust and confidence.

The implementation of e-mails etiquette rules is necessary because of the

following three reasons:

1) professionalism - by using proper email language one will convey a

 professional image;

2) efficiency - emails that get to the point are much more effective than

 poorly worded emails;

3) protection from liability - employee awareness of email risks protects

from costly law suits.

There are many etiquette guides and many different etiquette rules. Some

rules will differ according to the nature of the business and the corporate culture.

Below are the key business e-mail etiquette issues that need to be considered with

every commercial e-mail sent. These are the issues business owners, their 

employees and entrepreneurs need to be aware of in their day-to-day online

communications to ensure the best possible results.

Knowing how to use the e-mail, company e-mail address and employer’s

technology is a serious issue. Sending non-business related e-mails, jokes,

forwards or chain letters on company time to friends or coworkers reflects on the

lack of professionalism [23]. One should never assume that these activities are not

 being monitored. While on company time do not assume one has any privacy when

using company resources and equipment.

While writing the e-mail one should always fill in the Subject Field. It is the

window into the e-mail and can many times determine  even if the e-mail will be 

opened. If this is an initial contact with a customer based on their request through

the site or otherwise, one has to be sure to have a short Subject that indicates

clearly what the topic of the email is. Typos, all caps or all small case can lend to

the impression one may be spammer.

TO:, From:, BCc, Cc fields can make or break the attitude towards the

 person. In the TO: field one has to make sure he or she has his or her own contact’s

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name formally typed. John B. Doe – not john b doe or JOHN B DOE. In the

FROM: field one has to make sure they have the full name formally typed.

Example: Jane A. Jones. Not: jane a jones or JANE A JONES. The later two give

the perception of lack of education or limited experience with technology. By only

including writers first name or e-mail address he or she is giving the perception a

 person may have something to hide or do not know the basics of configuring the e-

mail program.

Below is an example of the fields that should be filled in:

Signature files. One should keep the signature files to no more than 7-9 lines

to avoid being viewed as egocentric. He or she should limit the signature to the

name, web site link, company name, and slogan/offer or phone number. Including

a link to the web site where the recipient can get all the contact information from

A-Z – that is what the site is for. Include the “http://” when including the Web site

address within e-mails and the signature file to ensure the URL is recognized as a

clickable URL regardless of the user’s software or platform is of primary

importance. Here is the appropriate example of the signature:

 Natali Kubyak 

 Account Executive

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CyberVision, Inc.

2050 Center Avenue

 Fort Lee, NJ 07024

 phone: (201) 585-9809

email: nkubyak @cybervisiontech.com

web: www.cybervisiontech.com

Following the level of formality is a big plus (Appendix B). Avoiding the

 prevailing assumption that e-mail by its very nature allows a person to be informal

in the business e-mail. Only time and relationship building efforts can guide when 

one can formalize the business relationships and therefore the e-mail’s tone. One

should communicate as if the e-mail is on the company letterhead at all times. This

is the business’s image one should be branding.

There is an urgent issue which concerns the question of addressing. How to

do a new address a new contact is an urgent issue. It is suggested initially that one

assumes the highest level of courtesy: Hello, Mr. Anderson, Dear Ms. Jones, Dr.

Osborne, etc. until the new contact asks to call or call himself. One will also be

able to pick up clues on when he or she can address have a more relaxed tone by

how contacts approach one as well as how they sign off. Most business people do

not mind being called by their first name, however, in a global economy that can

 be perceived as taking premature liberties in the relationship if used too soon. It is

also extremely important to know how to end the e-mail. Bellow there are the most

common phrases that close business letter:

 Best Regard,

Cordially,

 Enjoy,

 Enthusiastically,

Good Wishes,

Many Thanks,

Most Sincerely,

 Regards,

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Sincerely,

Thank You,

With Confidence,

Down editing the replies must not be irresponded. Hitting the reply and start 

typing is called top posting. Editing is a skill those one communicate with will

appreciate as it lends to reflecting a respect for their time and clarity in the

communications. Removing parts of the previous e-mail that no longer apply to the

response including e-mail headers and signature files removes the clutter. By

making the effort to reply point by point keeps the conversation on track with

fewer misunderstandings.

Responding promptly is a key to success. One should do their best to 

respond to the business communications as quickly as possible. This is a customer 

service issue that should not be underestimated. By not responding promptly he or 

she appears unorganized, uncaring or worse yet, risk being outperformed by the

competitors who understand the importance of appearing efficient and on the ball.

These very important issues will certainly allow the business

communications to rise above the majority who do not take the time to understand

and master these issues.

When forging new business relationships and solidifying established

 partnerships, the level of professionalism and courtesy one relays in his or her 

 business e-mail communications will always gain clients over the competition that

may be anemic, uninformed or just plain lazy in this area.

2.2.2 Business Correspondence

Business correspondence is extremely important. It's crucial to get the point

across, and get all of the important information regarding a topic to the person

receiving the message. There are rules on what should be said in a business letter,

and what should not be said. A business letter is not able to convey emotion or 

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subtle voice inflections, so understanding how to write a proper business letter is

important.

Structure:

• s ender's address:

• d ate;

• recipient's a ddress;

• s alutation;

• subject l ine;

•  b ody of the letter;

• Greeting.

The mailing address should be the first address on the page. Including the

mailing address is not necessary, but it's helpful to the person receiving the letter.

The sender's address is usually placed in the top right corner of the letter. The

correct variant of writing the address is the following:

The receiver's full name and address are listed next and positioned on the left:

It is important to make the first line on the page, the date of the letter, right

 justified on the page. Write: October 30, 2010

 Position: top left corner (sometimes centred).

Writing out the name of the month and using all four digits of the year is a mayor 

 point. An extra personal touch that is acceptable is to format the date in European

format if one is sending a letter to a European company. European date format is

day, month, and then year (03/20/2010). The rest of the letter is left justified on the

 page.

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Salutation is should be always indicated. If the person one writes letter to is

familiar, the formulae  Dear Ms/Miss/Mrs/Mr/Dr + surname is possible. One can

also write the person's full name. To be on the safe side it is better to leave out the

title (Mr/Mrs). This way of writing the salutation is very handy if he or she does

not know the gender of the person: Dear Chris Miller .

The body of the letter should have the next structure:

• first paragraph: introduction and reason for writing;

• following paragraphs: explaining the reasons for writing in more

detail, providing background information etc.;

• last paragraph: summarising the reason for writing again and making

clear what one wants the recipient to do.

The greeting should be written two lines below the last paragraph. The

closing is right justified, usually something very formal such as "Thank you." It's

 proper to use a formal closing even if one knows the person. The phrases that may

 be used for closing are the same as for the e-mails closing. Including an indication

after the closing of a listing of any attachments that may be included in the letter 

should not be forgotten.

One always has to make sure he or she has spelt the recipient's name

correctly. It may sound simple, but one would be surprised at how many people

fail to do so. The recipient's name should include titles, honours or qualifications if 

deemed necessary.

If the content of the letter is sensitive, personal or confidential it must be

marked appropriately. Marking the letter "confidential" will suffice in highlighting

this fact. If one only wants the letter be read by the receiver without the

interception of a secretary or PA, mark it as " Private", "Personal" or "Strictly

Confidential" . If one has received such a business letter it is good etiquette to

reciprocate and ensure that all future correspondence is kept at that level of 

confidentiality.

Proper business letter etiquette requires that a consistent and clear approach,

combined with courtesy, be employed. All business letters should be kept in formal

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in style. Even when the receiver is familiar, it is advisable maintain a certain level

of business etiquette as the letter may be seen by others or referred to by a third

 party in the future.

However, this does not mean one should use long or uncommon words to

express themselves. This merely looks odd and makes the letter unreadable. It is

 best to read a letter first and consider whether one would speak to that person face

to face in the same way. If not, then re-writing is necessary.

Letters should be signed personally. It looks unprofessional, cold and

somewhat lazy if a letter is left unsigned. However, having a secretary or PA sign

on the behalf is not considered a breach of business etiquette.

Humor can be used in business letters but only when the writer is completely

 positive the recipient will understand the joke or pun. From a business etiquette

 perspective it may be wise to avoid humor. This is because firstly, the letter may

 be read during a crisis, after receiving bad news or on a somber occasion. Any

other time the humor may have been appreciated but under these circumstances it

may dramatically backfire. Secondly, the written word is open to misinterpretation.

The sarcastic or ironic remark may be taken the wrong way. Thirdly, it is possible

that the letter may be read by a third party who may deem the hum our 

inappropriate and pursue a complaint of some sort.

Good business letter etiquette calls for letters to be responded to promptly or 

within certain guidelines. This may normally be considered as 5 working days. If 

this is not possible then some sort of acknowledgement should be sent either by

letter, fax, phone or e-mail.

Using reference numbers or clearly stating the purpose of the letter at the

top, for example, "Re: Business Letter Etiquette Enquiry" is a must. This allows

the receiver to trace correspondence and immediately set the letter within a

context. When replying to points or questions the proper etiquette is to respond in

the same order as they were asked.

2.3 Business Phone Etiquette

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Proper telephone etiquette is more important than ever in today’s business

environment. Much of the business communications takes place on the phone: in

the office, at home, in the car, virtually anywhere. In this area, proper phone

technique can make or break deals or relationships. The following are some

guidelines to help to use the phone as a power tool [24].

First is the greeting. When answering the phone for business, one has to be

sure to identify him- herself (and the company, if applicable). If answering

someone else’s line, be sure to include their name in the greeting, so that the other 

 party does not think they have reached a wrong number. For example, if answering

Jim Smith’s line, Bob Johnson would answer the phone “Jim Smith’s line, Bob

Johnson speaking” and then take a message or handle the call, depending on how

the office works.

When the person is making the call, he or she must be sure to use proper 

 phone etiquette from the start. Secretaries, receptionists etc. that answer the phone

for the business contact, as they are the ones who have the power put one through,

(or not) at 4:55 pm on Friday, when their boss is getting ready to leave the office.

They may sit outside of the office, but they too have influence and power so a

greeting such as “Good morning, this is Penny Jones, I’m returning a call from

 John Jones, is he available?” is a bit of etiquette well spent in the long run. It

would also be wise to learn the names of the top assistants, and use their names to

make them feel noticed and important. Some business relationships, especially in

fields like sales and marketing, start or stall right at the front desk.

When one has reached the party, if the call has been expected, remind them

of the prior conversation and appointment. People get busy and can seem surprised

until one reminds them of where they should remember him or her from. If the call

is not expected, unless it will be a short call, one should ask the party if they have

the time. Calling unannounced is much like “dropping in” and one shouldn’t

overstay unless invited. If the other person does not have time, briefly state the

 purpose of the call and ask for an appointment to follow up at a later time.

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It is suggested to have a phone diary. A pencil and pad are suggested to be

kept near the phone and jotted notes during phone conversations are a plus. This

will help to “actively listen” and have a reference for later. Employ active listening

noises such as “yes” or “I see” or “great”. This lets the other person know that he

or she cares about what they have to say. Recap at the end of the call, using the

notes and repeat any resolutions or commitments on either side to be sure both are

“on the same page”.

The call should be ended on a positive note by thanking the other person for 

their time and express an interest in speaking with them again (if that is true). If 

not, it is important to let people know one appreciated them speaking and end the

call. A gracious good bye leaves the door open for further communication and in

this day of mergers and acquisitions one never knows with whom he or she will be

doing business with in the future, so burning any bridges, or telephone lines, would

 be unwise. It would be good to remember, in this global marketplace, some of the

most powerful business relationships have been between people who have never 

seen each other.

If one is the person to answer the phone, first of all they should speak 

clearly. A picture paints a thousand words but the caller on the other end of the

 phone can only hear. They cannot see the face or body language. Therefore, taking

the time to speak clearly, slowly and in a cheerful, professional voice is very

important.

 Normal tone of voice when answering a call has to be used. If one has a

tendency to speak loud or shout, they have to avoid doing so on the telephone.

It is not allowed to eat or drink while on telephone duty. One may only eat

or drink during the coffee break or lunch break.

Use of slang words or poor language is inappropriate. Responding clearly

with “yes” or “no” when speaking and never using swear words is the thing to

remember.

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The caller has to be addressed properly by his or her title. (i.e. Good 

morning Mr. Brown, Good afternoon Ms. Sanders). One should never address an

unfamiliar caller by his or her first name.

The ability to listen is a problem in general but it is very important to listen

to what the caller has to say. It is always a good habit to repeat the information

 back to the client when one is taking a message. Verifying that the person has

heard and transcribed the message accurately should not be forgotten.

One should always be patient and helpful. If a caller is irate or upset, it is

important to listen to what they have to say and then refer them to the appropriate

resource. What is worth remembering is that one never can snap back or act rude to

the caller [24].

If one is responsible for answering multiple calls at once, he or she always

has to ask the caller politely if they may put them on hold. The caller could have

already waited several minutes before getting connected and may not take lightly

to being put on hold. The person should not be left on hold for more than a few

seconds or they may become upset and hang up.

Trying not to get distracted by people around is a particular feature of well

etiquette person. If someone tries to interrupt while one is on a call, it should be

 politely reminded them that he or she is on a customer call and that one will be

with them as soon as he or she is finished.

There are many rules which have to be followed in different business

situations. In the business world, making a good impression and projecting one as

mature, intelligent, confident, and professional is critical to long-term success. One

of the most important things is to use appropriate language in the workplace.

Business etiquette is fundamentally concerned with building relationships founded

upon courtesy and politeness between business personnel. When it comes to

  business correspondence (either written by hand or with a help of computer)

communications, one needs to make an impression that can lend to the

determination that he/she is a credible professional enterprise and someone that

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will be easy and a pleasure to do business with. Proper telephone etiquette is more

important than ever in today’s business environment because much of our business

communications takes place on the phone.

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General Conclusion

The importance of etiquette has always been an important part of life, be it

social or business. However, it seems that business etiquette is has become more

important in the last decade. This is mainly due to the fact that the business world

is becoming more global and that “relationship selling” has become must for 

success.

The etiquette of business is the set of written and unwritten rules of conduct

that make social interaction run more smoothly. In the paper course we

investigated the perspectives of different scholars regarding this point. According

to them, though the 21-st century brought a lot of similarities within cultural

traditions, business etiquette varies widely from country to country.

Etiquette and manners are both critical to functioning in society. Manners

involve general behavioral guidelines while etiquette is a specific code of behavior,

with an example of etiquette

Business etiquette is an integral part of different countries' and regions'

 business culture. Etiquette encompasses the prescriptive elements of culture - the

things people are expected to do and say, or to avoid doing and saying. As the

globalization of industries and marketplaces bring managers ever closer to unique

cultures around the world, it is more important than ever for managers and small

 business owners to understand why business etiquette is important.

In the course paper the importance of the appropriate business language was

reasoned, because making a good impression and projecting one as a mature,

intelligent, confident, and professional is critical to long-term success in business

world. We also investigated the correct rules of writing the e-mails and letters and

holding a correct phone talk.

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Resume

У сучасному діловому світі широкі знання у певній сфері діяльності не

завжди достатні для досягнення успіху. Надзвичайно важливими є також

вміння співпрацювати з іншими, демонструючи при цьому хороші манери та

здатність створювати робочу обстановку, у якій кожен почуває себе

комфортно, а отже, має можливість максимально сконцентруватися на

справі. Без такого вміння можна просто втратити свій бізнес. У сучасному

житті багато товарів та послуг мало чим різняться між собою, саме тому

часто вирішальним моментом для прийняття рішення клієнтом про вибір

конкретного продукту, конкретної фірми/компанії може стати (і стає) те, як

саме ми ставимося до потенційних і наявних покупців/споживачів. Ввічливі

професійні манери є ключовим компонентом якості (яка і привертає увагу до

товару/послуги та ін.). Нагальна значущість проблеми зумовила вибір теми

курсової роботи: «Бізнес етикет в сучасному суспільстві».

Курсова робота складається зі вступу, двох розділів та 2-х додатків.

Загальний обсяг роботи складає 29 сторінок. У списку використаної 

літератури нараховується 25 джерел.

У першому розділі даної роботи визначається підґрунтя зародження

бізнес етикету та виокремлюються його форми. Крім того, в розділі

перераховані та глибоко розкриті загальні правила поведінки на робочому

місці.

У другому розділі описується важливість поводження відповідно до

норм етикету в різних бізнес ситуаціях, таких як написання листа

(звичайного та електронного) та ведення бізнес телефонних розмов.

Ключові слова: етикет, бізнес етикет, бізнес манери, бізнес мова, бізнес

листування, бізнес телефонний етикет.

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Bibliography

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How to Write a Business Email

14. http://investor.google.com/corporate/code-of-conduct.html - Code of Conduct

15.http://operationstech.about.com/od/businesstelephonesystems/tp/PhoneEtiquette 

HUB.htm - Bucki J. Business Phone Etiquette

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Etiquette

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Business_Letter_Writing.htm - Business Letter Samples & Business Letter Writing

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Letter Etiquette

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Wagner R. The History of Business Etiquette

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of Conduct in the Workplace

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to Use Appropriate Business Language

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language.html - Lopez H. How to Use Appropriate Business Language

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etiquette for success

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Appropriate Language

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Appendix A

Common English slangs

Cool: This popular expression is used to describe something that is verygood. Ex: “That band is cool!”

Cat’s Pajamas: Used in the 20’s, this expression is very similar to

"cool”. Other slang term that have similar meanings are: "radical", "groovy", "da-

 bomb", and "neat-o".

Chill: This can mean to calm down, for example, “Chill out, Dude”. It alsocan have an "-in" ending added to mean to relax, as in “We’re just chillin at my

house”.

Dude: This can be used to refer to any person whether they are known by

the speaker or not. Ex: “That dude is stealing my car”. Or “Dude, I’m glad you

finally called”.

Peace: Used as a greeting during the late 60’s and early 70’s.

Mr. Charley: a white man.

The Man: the law.

Uncle Tom: a meek black person.

booze: alcohol.

buzz off: go away.

 john, head, can, loo: toilet.

schnozz: nose.

grub, slop, garbage, gas: food.

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Appendix B

Business e-mail sample

Dear Alan,

I'm Natali form the Accounts Payable department at GHI. Ltd. I understand

that we have an invoice outstanding with your company since 07/01/2010. This

email is to request you for a copy of the invoice, so that we can clear it for 

 payment at the earliest.

First of all, apologies for the delay in payment. The accounts team has beenreshuffled and this case came to my notice just an hour ago and I am writing to you

immediately. The invoice in question is invoice number 246849, for Mr.JKI who

stayed at your hotel for a period of 4 days. That is, from 06/28/2010 to 07/01/2010.

We cannot seem to locate the invoice, so I request you to email me a copy of 

the invoice, so that I can issue the payment right away. Please send it to the email

address mentioned below and mark it for my attention.

Best regards,

 Natali Kubyak 

Account Executive

CyberVision, Inc.

2050 Center Avenue

Fort Lee, NJ 07024

 phone: (201) 585-9809

email: nkubyak@cybervisiontech.com

web: www.cybervisiontech.com

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