1. Functions of etiquette knowledge in people’s life. Everyday courtesies. Public proprieties.Etiquette and Rules of BehaviorEtiquette for Personal Contact.

2. Cultural differences. Why are they important. Compare two cultures.

3. Give definitions to the word “culture”What is a culture iceberg. What are the components of culture (Levels of culture Iceberg)

4. Interpersonal Business Etiquette. Why is Etiquette important in Business. Main principles and rules.

5. Apply the techniques required to build and project a professional image through professional behaviour.Describe appropriate and inappropriate behaviour in a range of workplace settings.What is personal Branding.

6. Describe general Netiquette Rules. Which of them are especially important? Telephone etiquette. Main aims and rules.

7. Etiquette and protocol in Tourism. Rules for the Employees in Tourism industry. Tips for travellers.Types of interpersonal contacts in service and tourism enterprises

Business etiquette is set of rules and standards of behavior business people with their partner.

An Employee is a face of the company. He or she must be polite, friendly, has a good and clear speech, good dress. He must have good manner, sound friendly, address people correctly.

Greetings occupies an important place in business etiquette. A Man must be the first to welcome a woman. The younger man must be the first to welcome the elder man, a junior specialist to a high specialistand others. Men can to welcome shake hands each other. Also men and woman can shake hands on the business meeting.

Dress-code is a set of rules for clothes and it`s one of the outer side of corporate culture. It`s recommended clothing style for office and business conversations.

During conversation the distance should be 40 cm with male and 60 cm with female.

Some principles of business etiquette:

1. Do work on time

2. Don’t talk too much

3. To think not only about themselves

4. To speak and to write good language

If you spend business meeting in foreign country, you must know the rules of behavior in this country. If you don’t know these rules it doesn’t release you from responsibility.

5. Cultural Differences

To be successful in international business and to be a good citizen of the international community one should learn how to honour and respect his own culture and also to develop appreciation, tolerance and respect for other cultures.Representatives of other nations doing business in China or other Asian country gain a real advantage when they show knowledge of local culture and cultural differences. Status.A person's position or rank is much more important in Asian countries than in the United States.In Japan, for example, when business people meet, the first thing they do is exchanging business cards.This allows the members of the group to establish their rank, or importance.Only after this has been determined they can continue with the tasks assigned to them. Tone of voice.In China voice is very important.A person lowers his or her voice when asking a favour or attempting to show respect.It should be noted also that the voice is only raised in negotiations, or when in a confrontation with an enemy.The voice is often lowered in a threatening situation to show that a confrontation is not desired. Group versus individual behaviour.Most Americans find their strength in individualism.They judge success on advancement toward individual career and personal goals, and their motivation derives from the ethic of individual effort which embodies competitive behaviour, individual responsibility and accountability.By contrast, the cultures of Asia tend to be motivated toward group rather than individual effort.In addition, Asians tend to be disturbed by aggressive behaviour.According to their culture, one does not have the right to venture, to question, to request proof or to make changes.

Functions of etiquette knowledge in people’s life.Everyday courtesies.Public proprieties.Etiquette and Rules of Behavior Etiquette for Personal Contact.

First of all I’ll give you the definition of etiquette.

E – a set of behavior rules. It is thoughtful behavior to people around us.

Etiquette is correct interpersonal behavior.

Etiquette plays important functions in people’s life:

First of all, it makes people feel more comfortable. Etiquette puts people around us at ease. It makes our life pleasanter and more relaxed for everyone.

As a result, it improves the quality of our life.

Etiquette is a set of rules prescribed ( established, formed, made) by society. So, we can say, that etiquette regulates the life of a society.

We can feel etiquette in everyday life looking at everyday courtesies.

Courtesies mean respect of other people, calm and polite relationships. Courtesies help to low stress in your everyday life and deal with (contact, interact) your colleagues, neighbors, relatives, friends.

Courtesies included public proprieties, manners between men and women, polite talks and so on.

For example, greetings. It is polite to greet all people you know and even if you know people very bad, or even know the name only.

In social transport it is polite to give seats for senior (older) citizens, disabled’s (инвалид) and passengers with children. It is very important not to disturb (bother) other passengers.

Smoking – is one part of public proprieties. It can be acceptable or unacceptable. People should always ask for permission or smoke in special areas.

When people visit public places such as cinema or theatre they should also follow the rules. If you are late, be calm, don’t bother other people and apologize.

In case if you want to sneeze or cough – you should have a handkerchief (tissue) . Try to do this insensibly.

It is also very important to follow etiquette rules in communication with friends and colleagues. It is not polite to argue. It is proper to keep calm and try to solve problem constructively (effectively) with respect to your partner.

It is unacceptable to spread gossips and lie.

It is very important to have good manners and respect in interpersonal contacts.

Low stress – снизитьстресс

Public proprieties – нормыприличия

Acceptable/unacceptable – доступны/недоступны

For permission – заразрешением

Sneeze and cough – чихикашель

Handkerchief – носовойплаток

Insensibly - незаметно

Arguing - спорить

Solve problem constructively – решитьпроблемуконструктивно

Protect – защищать

Questions:

1) What are important items of etiquette? (

2) What are main rules of etiquette? ( punctuality, calm, politeness, good manners, respect)

3) Why is it important to observe etiquette?

10. Telephone etiquette.

Company, which cares about its image, should use the telephone etiquette. To make a good impression every employee should follow some advice.

1. Follow the intonation of your voice. Most of all people pay attention not to the words. They listen to the intonation. Also you should smile while talking, then the intonation will change and your client will feel that you’re smiling. Don’t talk too loudly or too quiet. Also adjust (подстраиваться) to the speed of client’s speech

2. Greet the caller. Greeting the client, you show that his call is important for you and you’re glad to see him. Don’t use words “Hello!”, “Yes!”, “Listen!”. It’s better to say “Good Morning”, “Good afternoon” and so on

3. Introduce yourself. After greeting you should introduce to caller and call your organization.

4. Answer the phone after the 2nd or the third ring maximum

5. You mustn’t interrupt. This is a sign of ignorance and you’ llmake a bad impression

6. Do not chew, drink or smoke while talking the phone

7. If you call the client, you should ask him, if he can talk to you. Asking this question, you show to other person manners, and that you appreciate (ценить) his time. Thus (темсамым) you position yourself in his eyes as a professional and make self-respect. In addition (ктомуже), each person has their own doings, and you could disturb the client.

8. Go to the point of the call as soon as possible. Don’t ask excess questions like that:

Well, what do you think about the weather?

What do you think about today's statement of our prime minister?

Did You saw yesterday in the news ...?

It tires the client.

9. Ending the conversation, you should say goodbye. This is necessary, because many employees put up, without even saying goodbye. This is the rudest mistake. Before you say goodbye to the caller, ask: "Can I answer to any question?“ and after it you can say goodbye and express your pleasure of communication with client.

cares about its image – заботитьсяобимидже

telephone etiquette – телефонныйэтикет

make a good (Bad) impression – создатьхорошеевпечатление

follow some advice – следоватьсоветам

adjustto – подстраиваться

Greet – приветствовать

Introduce – представляться

Interrupt – перебивать

Appreciate – ценить

make self-respect – создатьуважение

disturb – беспокоить

excess questions – лишниевопросы

employees – сотрудники

rude – грубый

express your pleasure – выразитьудовольствие

9. Professional behavior.

Etiquette plays a major role in the business world today. Good manners in the workplace are valued. Professional behavior is characterized by norms, principles and objectives of the particular occupational activities of a specialist. For example, a teacher 's professional behavior will be different from the professional behavior of the doctor or specialist in socio- cultural service and tourism. Professional behavior should be in the framework of behavior in a broad psychological sense. Professional behavior can not contradict the norms and rules of behavior accepted in society.

            (Professional behavior, as a kind of social behavior is based on the ethical, social, political, economic and other norms and rules of behavior accepted in society, and on the other hand, based on the norms and rules of conduct relating to a particular profession. That is why the professional conduct of the representatives of different professions can greatly differ from each other.)

Professionals should follow some general rules of behavior.

1. Remember that a client is the most important person. So if a client comes into the office you should put aside your work and invite him to sit in a comfortable place. It is very important to know that other people must be introduced to the client.

2. Clothing is never neutral. People judge you and make impression. Be sure that you are suitably dressed for the occasion.

3. Dealing with colleagues, follow some important principals: mutual respect (trust), cooperation, compassion, commitment, self-respect.

4. Remember about corporate culture and obey the rules of your company.

Behavior (conduct) – поведение

Objectives – цели

occupational activities – проф. Деятельность

framework – рамки

broadpsychologicalsense – в широком психологическим смысле

contradict – противоречить

put aside – отложить

to be suitably dressed – бытьподходящеодетым

corporateculture – корпоративная культура

obeytherules – подчиняться правилам