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

Functions of etiquette knowledge in people’s life.Everydaycourtesies.Publicproprieties.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

To observe (follow) etiquette rules

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?

4) What etiquette rules must be observed in our society?

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

To begin with, I will give the definition of culture. We know that many definitions of the word “culture” exist (are), more than 400. But we choose the definition which is important for professional cross-cultural communication. Culture is a set of rules of behavior shared by a group of people and transmitted across generations.

Every nation has its culture. In different countries cultures can be very special. Often they are very contrasting. I want to show it comparing (on) German and Chinese cultures.

Germans are clear-cut and strict in saying opinions. They say what they think (without worry to offend the partner). Chinese always try to be polite and never respond (answer) angrily. Chinese can smile even if they are irritated.

Germans are individuals, they used to take responsibilities for themselves and compete with each other. Chinese are collectivists. They like to do everything in groups and support each other.

Germans are very punctual and don’t like to be late. For the Chinese it is normal to be late for 15 minutes.

Chinese can speak very loudly. For Germans it means not to be polite and educated. Chinese don’t understand the meaning of line (turn), but Germans like strict order in everything.

So, on this example we can understand how diverse (special) the cultures can be and how important is to realize cultural differences.

To exist - существовать

To share - делить

To transmit- передавать

Generations - поколения

Clear-cut - резкий

To worry - беспокоиться

To offend - обижать

To respond (answer)

To be irritated – бытьраздраженным

To take responsibilities – братьнасебяответственность

Line ( turn)- очередь

Strict – резкий, строгий

Order - порядок

Punctual - пунктуальный

Tosupport - поддерживать

Diverse – многообразный, различный

realize

Questions:

1. Why did you choose this definition of culture?( As I have already said many definition of the word “culture” exist. I have chosen this one because in my opinion it reflects the process of intercultural communication)

2. Why did you choose German and Chinese cultures to compare? (I have chosen these two cultures because they are very opposite and we can see what kind of problems can happen (be) if you don’t know these cultures).

3. What situations of misunderstanding can happen between German and Chinese people?

(For example, a Chinese businessman can be 10 minutes late for meeting because it is normal in his culture, but his German colleague will think that he is rude or not professional: A Chinese can speak in a very loud voice and German people can think that he is irritated)

4. You showed different features, what do you think they have in common? (Though these two cultures are very different, they share some common features (values):

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

To begin with, I will give the definition of culture. We know that many definitions of the word “culture” exist (are), more than 400. But we choose this definition because it is important for professional cross-cultural communication. Culture is a unique meaning and information system, a set of rules of behavior shared by a group of people and transmitted across generations. Culture is often compared with iceberg, because we can’t see the largest part of it. There are 3 levels of culture: surface culture, shallow culture and deep culture. Like an iceberg nine-tenth of culture is under its surface.

Surface culture means its elements (components) that can be easily seen. For example, food, dress, music, language, national sports and games, architecture and so on. It is very special part of culture, we can feel the difference between people and their traditions.

Shallow culture includes people’s behavior, some unspoken rules of conduct such as courtesy rules, body language, the attitude to work, meaning of food, relationships to other people. I think that everyday etiquette is a part of shallow culture. It can be very different in different countries.

Deep culture means something people follow without any thinking. For example, family relationships, attitude to older people, attitude to life, some traditions in society.

So, we can state, that culture is information about the country (people), which includes many rules and details. When we communicate (meet) with people of other cultures it is very important to remember about three levels of culture. Sometimes, we know only about visible culture, and don’t know about its biggest part which is the most important in communication.

1. Why it is important to know about culture iceberg for people who travel abroad? (When people travel abroad they don’t only visit museums or theatres , they communicate with locals. And if we don’t know the traditions which are invisible part of culture we can think that local people are rude or stupid.

2. Give your examples of visible and invisible culture traditions of any nation.

Unique – уникальный

Shared – разделять

transmitted across generations – передаватьчерезпоколение

surface – поверхность

shallow - мелкий

include – включать

unspokenrules – непроизносимыеправила

attitude – отношение

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

Etiquette plays a major (important) role in the business world today. Business etiquette is a set of rules and standards of behavior between business people and their partners. It is ethical and social acceptable behavior in professional sphere.

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

Some principles are very important for business world. Some of them are very general, for example, to be punctual, tactful, to control your emotions. But a number of them are very special:

1) It is very significant to do your work on (in) time.

2) It is necessary to be concentrated on your work: not to talk much, not to talk about personal life, always control yourself.

3) People should be friendly and helpful with their colleagues.

4) In some companies dress code is very important.

And of course, we should know protocol rules. A protocolis a set of rules which people follow in some business activities ( meetings, dinners, negotiations).The main topics of protocol are (the following):

visits and introductions, invitation (formal, informal) official entertaining (formal dinners, seating arrangements, formalreception), ceremonies, proper dressing, small talks and many others.

Types of protocol can be different: international, diplomatic, state, political, military, academic, religious, social.

Protocol is present in every culture. If people communicate (work) with foreign colleagues, they should know their rules and protocol as well, because in this way you show your respect to the partner.

Questions:

1. How is business etiquette different from a social one? Business etiquette is a set of rules for professional sphere, business life and social etiquette is a set of standards for everyday life.

2. Name some rules which are specific or acceptable for business life? For example, the rule to have a business card or how to exchange business cards.

3. What do your know about protocol differences in other cultures?For example, Korean businessmen can tell their partners about their families, which is unacceptable for Americans. Or, Japanese businessmen hold their business card with two hands when giving it to their partners. It is not very important for the Westerns, but very significant for people from Asia.

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.

Etiquette plays a major role in the business world today. Good manners in the workplace are valued. Professional behavioris based on the norms and rules of conductrelating(connected with) to a particular profession. That is why the professional behavior of different occupationscan differ from each other.

Professionals should follow some general rules of behavior.

1. Good employees always remember that a client is the most important person. So if he/she comes into the office a manager should put aside the work (stop working) and invite him to sit in a comfortable place. It is not acceptable to talk over the telephone when speaking to a client. It is very important to know that other people must be introduced to the client.Imagine the situation,I am speaking with my client Mr. Brown when our director comes into the office. Then, I will say, “Mr. Brown, let me introduce our director”.

2. We know that clothing is never neutral. People judge you and make impression. Employees should besuitably dressed for the occasion. It is not proper to wear casual clothes for special business dinners or negotiations. Some companiesrequire dress-code for their employees.

3. Dealing with colleagues, it is important to follow some basic principals: mutual respect (trust), cooperation, commitment, self-respect and other. It is not acceptable to be rude or unhelpful at the working place.

4. Besides some common rules of behavior there is a corporate culture and everybody must obey (follow, observe)the rules of the company.

Being a professional in your field takes more than doing your work well. It is important to reach the successamong professionals in your work. Now we can speak about professional branding.Professional Branding is the process where people and their careers are considered as brands. It is the creation of an image that refers to a particular person; this includes behaviour, manners, body, clothing, appearance and knowledge, leading to an common impression of a person as a professional.

A good personal brand or professional image has a favorable (positive) impression on customers, it helps to run business successfully.

1. How can the professional behavior be different?

For example some professions require to be very strict and critical, for example, policeman or a judge and for other professions it is important to be patient, tolerant, understanding, for example a doctor or teacher.

2. Give the examples of an inappropriate behavior for a tourist manager?

For example, a tourism manager should be very attentive, but he shouldn’t impose his opinion to a client. He shouldn’t be reserved.

Behavior (conduct) – поведение

put aside – отложить

to be suitably dressed – бытьподходящеодетым

corporateculture – корпоративная культура

obeytherules – подчиняться правилам