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
 5
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 Order1, 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 each
1
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.
 6
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
 10
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- Gender Comment
specific -neutral
Dear Sir, Dear Find out the reader's name
Sir or Madam, whenever possible.
policema police The same goes for salesman,
n officer 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 themselves
respectfully 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 more
about 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
 13
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
 14
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
 15
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,
 16
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
 17
subtle voice inflections, so understanding how to write a proper business letter is
important.
Structure:
• sender's address:
• date;
• recipient's address;
• salutation;
• subject line;
• body 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.
 18
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
 19
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
 20
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.
 21
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.
 22
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
 23
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.
 24
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.
 25
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.
 26
Bibliography

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University Press, 1992. – 297 p.
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How to Write a Business Email
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HUB.htm - Bucki J. Business Phone Etiquette
 27
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ractice/21st_century_business_etiquette_1202/ - Oechsli M. 21st-Century Business
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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to Use Appropriate Business Language
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Lopez H. Building Business Relationships
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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
 28
Appendix A

Common English slangs

Cool: This popular expression is used to describe something that is very

good. 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 also
can 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.

 29
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 been
reshuffled 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