Международные деловые переговоры (Трухачев В.И., Лякишева И.Н., Михайлова К.Ю.) (Z-Library)

Ñòàâðîïîëü
«ÀÃÐÓÑ»
2008
ÓÄÊ
ÁÁÊ
005.574:334.02
65.298.2+60.841
Ì43
ÀÂÒÎÐÑÊÈÉ ÊÎËËÅÊÒÈÂ:
Â. È. Òðóõà÷¸â
äîêòîð ñåëüñêîõîçÿéñòâåííûõ íàóê,
äîêòîð ýêîíîìè÷åñêèõ íàóê, ïðîôåññîð,
÷ëåí-êîððåñïîíäåíò ÐÀÑÕÍ;
È. Í. Ëÿêèøåâà
äîêòîð ýêîíîìè÷åñêèõ íàóê, ïðîôåññîð;
Ê. Þ. Ìèõàéëîâà
êàíäèäàò ýêîíîìè÷åñêèõ íàóê, äîöåíò;
À. Â. Ìàêàðåíêî
êàíäèäàò ôèëîëîãè÷åñêèõ íàóê, äîöåíò
ÐÅÖÅÍÇÅÍÒÛ:
Ã. Ï. Ñîëîäêîâ
äîêòîð ýêîíîìè÷åñêèõ íàóê, ïðîôåññîð,
äèðåêòîð Èíñòèòóòà ìåæäóíàðîäíîé ýêîíîìèêè
Ñåâåðî-Êàâêàçñêîé àêàäåìèè ãîññëóæáû
ïðè Ïðåçèäåíòå ÐÔ;
Å. Ô. Àâäîêóøèí
äîêòîð ýêîíîìè÷åñêèõ íàóê, ïðîôåññîð,
àêàäåìèê ÀÑÃÍ ÐÔ, çàâåäóþùèé êàôåäðîé
«Ìèðîâàÿ ýêîíîìèêà» Ìîñêîâñêîãî óíèâåðñèòåòà
ïîòðåáêîîïåðàöèè Öåíòðîñîþçà ÐÔ
Ìåæäóíàðîäíûå äåëîâûå ïåðåãîâîðû : ó÷åá. ïîñîáèå /
Ì43 Â. È. Òðóõà÷åâ, È. Í. Ëÿêèøåâà, Ê. Þ. Ìèõàéëîâà, À. Â. Ìàêàðåíêî ; Ñòàâðîïîëüñêèé ãîñóäàðñòâåííûé àãðàðíûé óíèâåðñèòåò. – 4-å èçä., ïåðåðàá. è äîï. – Ñòàâðîïîëü : ÀÃÐÓÑ, 2008. –
400 ñ. : èë.
ISBN 978-5-9596-0508-7
Èçëîæåíû òåîðåòèêî-ïðàêòè÷åñêèå îñíîâû âåäåíèÿ ìåæäóíàðîäíûõ
äåëîâûõ ïåðåãîâîðîâ íà âûñøåì óðîâíå, à òàêæå äåÿòåëüíîñòè äèïëîìàòè÷åñêèõ è êîíñóëüñêèõ ñëóæá ãîñóäàðñòâ. Ïîêàçàíà ñòðóêòóðà îñíîâíûõ
ãîñóäàðñòâåííûõ îðãàíîâ â îáëàñòè âíåøíèõ ñíîøåíèé. Ðàññìîòðåíû
ãëàâíûå ïðèíöèïû è íîðìû ýòèêè ïîâåäåíèÿ, èìèäæ äåëîâîãî ÷åëîâåêà,
à òàêæå ïñèõîëîãèÿ çàâÿçûâàíèÿ ýôôåêòèâíûõ äåëîâûõ îòíîøåíèé. Ó÷èòûâàÿ íåîáõîäèìîñòü ñîâåðøåíñòâîâàíèÿ ïðîôåññèîíàëüíîãî èíîñòðàííîãî ÿçûêà, â êíèãó âêëþ÷åí ïîëíûé àäàïòèðîâàííûé ïåðåâîä äàííîãî
ó÷åáíîãî ïîñîáèÿ íà àíãëèéñêîì ÿçûêå.
Äëÿ ñòóäåíòîâ, àñïèðàíòîâ, ïðåïîäàâàòåëåé âûñøèõ ó÷åáíûõ çàâåäåíèé, à òàêæå ëèö, èíòåðåñóþùèõñÿ âîïðîñàìè äåëîâîãî îáùåíèÿ.
ÓÄÊ 005.574:334.02
ÁÁÊ 65.298.2+60.841
ISBN 978-5-9596-0508-7
2
© Àâòîðñêèé êîëëåêòèâ, 2008
© ÔÃÎÓ ÂÏÎ Ñòàâðîïîëüñêèé ãîñóäàðñòâåííûé
àãðàðíûé óíèâåðñèòåò, 2008
3
ÑÎÄÅÐÆÀÍÈÅ
×àñòü I.
Ãëàâà 1.
Ãëàâà 2.
Ãëàâà 3.
Ãëàâà 4.
Ãëàâà 5.
×àñòü II.
Ãëàâà 6.
Ãëàâà 7.
Ãëàâà 8.
ÎÑÍÎÂÛ ÄÈÏËÎÌÀÒÈ×ÅÑÊÎÉ
È ÊÎÍÑÓËÜÑÊÎÉ ÑËÓÆÁÛ
Äèïëîìàòèÿ è äèïëîìàòè÷åñêàÿ ñëóæáà ãîñóäàðñòâ.
Ïðîôåññèÿ äèïëîìàòà ...................................................................... 5
Ãîñóäàðñòâåííûå îðãàíû âíåøíèõ ñíîøåíèé.
Âåäîìñòâî èíîñòðàííûõ äåë .......................................................... 11
Äèïëîìàòè÷åñêîå ïðåäñòàâèòåëüñòâî:
ôóíêöèè, ñòðóêòóðà, ïåðñîíàë ......................................................... 15
Îñíîâíûå ôîðìû è ìåòîäû ðàáîòû
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ ............................................... 27
Âèäû êîíñóëîâ è êîíñóëüñêèõ ó÷ðåæäåíèé .................................. 32
ÝÒÈÊÀ ÄÅËÎÂÛÕ ÎÒÍÎØÅÍÈÉ
Ïðèíöèïû äåëîâîãî ýòèêåòà ..........................................................
Îäåæäà è ìàíåðû äåëîâîãî ìóæ÷èíû ...........................................
Îäåæäà è âíåøíèé îáëèê äåëîâîé æåíùèíû ..............................
Ãëàâà 9.
Ýòèêà ñëóæåáíûõ âçàèìîîòíîøåíèé
ìóæ÷èíû è æåíùèíû ..................................................
Ãëàâà 10. Ýòèêåò ïèñüìåííîãî äåëîâîãî îáùåíèÿ ....................
Ãëàâà 11. Ñóâåíèðû è ïîäàðêè â äåëîâîé ñôåðå ........................
Ãëàâà 12. Ýòèêà ðàçëè÷íûõ âèäîâ ðå÷åâîãî âîçäåéñòâèÿ
â äåëîâûõ îòíîøåíèÿõ. Âèäû ðå÷åâîãî âîçäåéñòâèÿ ..
Ãëàâà 13. Ýòèêåò ðóêîâîäèòåëÿ ...................................................
38
44
51
55
58
79
83
92
×àñòü III. ÏÑÈÕÎËÎÃÈß ÄÅËÎÂÎÃÎ ÎÁÙÅÍÈß
Ãëàâà 14. Ïñèõîëîãèÿ çàâÿçûâàíèÿ äåëîâûõ
ïàðòíåðñêèõ îòíîøåíèé .............................................. 97
Ãëàâà 15. Ïðîáëåìû îáùåíèÿ ................................................... 102
Ãëàâà 16. Òåõíèêà ïîñòàíîâêè âîïðîñîâ .................................. 107
Ãëàâà 17. Íåâåðáàëüíîå îáùåíèå â õîäå äåëîâûõ áåñåä
è ïåðåãîâîðîâ .............................................................. 111
Ãëàâà 18. Òåõíèêà ïðîâåäåíèÿ äåëîâîé áåñåäû ........................ 124
×àñòü IV. ÏÐÀÊÒÈ×ÅÑÊÈÅ ÀÑÏÅÊÒÛ ÂÅÄÅÍÈß
ÌÅÆÄÓÍÀÐÎÄÍÛÕ ÄÅËÎÂÛÕ ÏÅÐÅÃÎÂÎÐÎÂ
Ãëàâà 19. Ìåæäóíàðîäíûå ïåðåãîâîðû
êàê ñðåäñòâî äèïëîìàòèè ...........................................
Ãëàâà 20. Ïðàêòèêà ïðîâåäåíèÿ
ìåæäóíàðîäíûõ ïåðåãîâîðîâ .....................................
Ãëàâà 21. Îáùåãðàæäàíñêèé
è äèïëîìàòè÷åñêèé ýòèêåò .........................................
ÏÐÈËÎÆÅÍÈß ............................................................................................
ÃËÎÑÑÀÐÈÉ ................................................................................................
ÑÏÈÑÎÊ ËÈÒÅÐÀÒÓÐÛ ...........................................................................
ÍÅÊÎÒÎÐÛÅ ÒÈÏÈ×ÍÛÅ ÓÑËÎÂÈß ÂÍÅØÍÅÒÎÐÃÎÂÛÕ
ÊÎÍÒÐÀÊÒΠÍÀ ÐÓÑÑÊÎÌ È ÀÍÃËÈÉÑÊÎÌ ßÇÛÊÀÕ .................
4
144
149
182
207
222
224
225
×àñòü I. ÎÑÍÎÂÛ ÄÈÏËÎÌÀÒÈ×ÅÑÊÎÉ
È ÊÎÍÑÓËÜÑÊÎÉ ÑËÓÆÁÛ
Ãëàâà 1.
ÄÈÏËÎÌÀÒÈß È ÄÈÏËÎÌÀÒÈ×ÅÑÊÀß
ÑËÓÆÁÀ ÃÎÑÓÄÀÐÑÒÂ.
ÏÐÎÔÅÑÑÈß ÄÈÏËÎÌÀÒÀ
Îïðåäåëåíèå ïîíÿòèÿ «äèïëîìàòèÿ»
Ñëîâî «äèïëîìàòèÿ» ïðîèñõîäèò îò ãðå÷åñêîãî
diploma — òàê â Äðåâíåé Ãðåöèè íàçûâàëèñü ñäâîåííûå äîùå÷êè ñ íàíåñåííûìè íà íèõ ïèñüìåíàìè, êîòîðûå âûäàâàëèñü ïîñëàíöàì â êà÷åñòâå âåðèòåëüíûõ ãðàìîò, ïîäòâåðæäàâøèõ èõ îñîáûå ïîëíîìî÷èÿ.
Êàê îáîçíà÷åíèå ãîñóäàðñòâåííîé äåÿòåëüíîñòè â îáëàñòè âíåøíèõ
ñíîøåíèé ïîíÿòèå «äèïëîìàòèÿ» âîøëî â îáèõîä íà ðóáåæå XVI—XVII ââ.
ñ ïîÿâëåíèåì ïðè äâîðàõ ìîíàðõîâ ïîñòîÿííûõ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ. Ïðèìåðíî â ýòî æå âðåìÿ â ñèñòåìå ãîñóäàðñòâåííûõ
îðãàíîâ ñòàëè âîçíèêàòü ñïåöèàëüíûå âåäîìñòâà, ãëàâíûì íàçíà÷åíèåì êîòîðûõ áûëè ïåðåïèñêà è ïîääåðæàíèå êîíòàêòîâ ìåæäó ãîñóäàðÿìè, ïðèåì èíîñòðàííûõ ïîñëîâ è äåëåãàöèé, âåäåíèå ïåðåãîâîðîâ.
Òåðìèí «äèïëîìàòèÿ» ÷àùå âñåãî óïîòðåáëÿåòñÿ â ñëåäóþùèõ çíà÷åíèÿõ:
– ãîñóäàðñòâåííàÿ äåÿòåëüíîñòü â îáëàñòè âíåøíèõ ñíîøåíèé;
– ñîâîêóïíîñòü ó÷ðåæäåíèé è ëèö, çàíèìàþùèõñÿ ãîñóäàðñòâåííîé äåÿòåëüíîñòüþ â îáëàñòè âíåøíèõ ñíîøåíèé;
– ïðîôåññèÿ äèïëîìàòà.
Íàïðèìåð, áåëüãèéñêèé þðèñò-ìåæäóíàðîäíèê À. Ðèâüå îòìå÷àåò
òðè çíà÷åíèÿ ñëîâà «äèïëîìàòèÿ»: «... «äèïëîìàòèåé» íàçûâàþò â òåõíè÷åñêîì è ñïåöèàëüíîì ñìûñëå íàóêó è èñêóññòâî ïðåäñòàâèòåëüñòâà
ãîñóäàðñòâ è âåäåíèÿ ïåðåãîâîðîâ...» Ýòî æå ñëîâî óïîòðåáëÿåòñÿ â
áîëåå èëè ìåíåå øèðîêîì ñìûñëå, ÷òîáû âûðàçèòü ñëîæíîå ïîíÿòèå,
îõâàòûâàþùåå ëèáî ñîâîêóïíîñòü îðãàíîâ ïðåäñòàâèòåëüñòâà äàííîãî
ãîñóäàðñòâà, âêëþ÷àÿ è ìèíèñòåðñòâî èíîñòðàííûõ äåë, ëèáî ñîâîêóïíîñòü åãî ïîëèòè÷åñêèõ àãåíòîâ. Íàêîíåö, ïîä «äèïëîìàòèåé» ïî5
íèìàþò åùå êàðüåðó èëè ïðîôåññèþ äèïëîìàòà. Àíãëèéñêèé äèïëîìàò
è ïóáëèöèñò Ã. Íèêîëüñîí ïðèâîäèò ñëåäóþùèå 4 çíà÷åíèÿ ýòîãî òåðìèíà: «Â ðàçãîâîðíîì ÿçûêå ñëîâî «äèïëîìàòèÿ» óïîòðåáëÿåòñÿ äëÿ
îáîçíà÷åíèÿ ðÿäà ñîâåðøåííî ðàçëè÷íûõ âåùåé. Èíîãäà îíî óïîòðåáëÿåòñÿ êàê ñèíîíèì âíåøíåé ïîëèòèêè...  äðóãèõ ñëó÷àÿõ îíî îáîçíà÷àåò ïåðåãîâîðû. Îíî òàêæå óïîòðåáëÿåòñÿ äëÿ îáîçíà÷åíèÿ çàãðàíè÷íîé ÷àñòè âåäîìñòâà èíîñòðàííûõ äåë... Íàêîíåö, ýòî íåñ÷àñòíîå
ñëîâî îáîçíà÷àåò îñîáóþ ñïîñîáíîñòü, ïðîÿâëÿþùóþñÿ â ëîâêîñòè â
õîðîøåì ñìûñëå ïðè âåäåíèè ìåæäóíàðîäíûõ ïåðåãîâîðîâ, à â ïëîõîì
ñìûñëå — â êîâàðñòâå â ïîäîáíûõ äåëàõ». Íåðåäêî äèïëîìàòèþ îïðåäåëÿþò â äâóõ çíà÷åíèÿõ: â øèðîêîì — êàê íàóêó î âíåøíèõ ñíîøåíèÿõ è â óçêîì — êàê èñêóññòâî âåäåíèÿ îôèöèàëüíûõ ïåðåãîâîðîâ.
Íàèáîëåå ðàçâåðíóòîå îïðåäåëåíèå äèïëîìàòèè äàåò «Äèïëîìàòè÷åñêèé ñëîâàðü»: «Äèïëîìàòèÿ — ñðåäñòâî îñóùåñòâëåíèÿ âíåøíåé ïîëèòèêè ãîñóäàðñòâà, ïðåäñòàâëÿþùåå ñîáîé ñîâîêóïíîñòü íåâîåííûõ ïðàêòè÷åñêèõ ìåðîïðèÿòèé, ïðèåìîâ è ìåòîäîâ, ïðèìåíÿåìûõ ñ ó÷åòîì
êîíêðåòíûõ óñëîâèé è õàðàêòåðà ðåøàåìûõ çàäà÷, îôèöèàëüíàÿ äåÿòåëüíîñòü ãëàâ ãîñóäàðñòâ è ïðàâèòåëüñòâ, ìèíèñòðîâ èíîñòðàííûõ äåë,
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ çà ðóáåæîì, äåëåãàöèé íà ìåæäóíàðîäíûõ êîíôåðåíöèÿõ ïî îñóùåñòâëåíèþ öåëåé è çàäà÷ âíåøíåé ïîëèòèêè ãîñóäàðñòâà, çàùèòå ïðàâ è èíòåðåñîâ ãîñóäàðñòâà, åãî ó÷ðåæäåíèé è ãðàæäàí çà ãðàíèöåé».
Ñðåäè îñíîâíûõ ôîðì äèïëîìàòè÷åñêîé äåÿòåëüíîñòè ãîñóäàðñòâ
ìîæíî íàçâàòü ñëåäóþùèå:
– ïîâñåäíåâíîå ïðåäñòàâèòåëüñòâî ãîñóäàðñòâà çà ãðàíèöåé, îñóùåñòâëÿåìîå åãî ïîñîëüñòâàìè è ìèññèÿìè, â ôóíêöèè êîòîðûõ âõîäèò, ïðåæäå âñåãî, ïîääåðæàíèå íîðìàëüíûõ îòíîøåíèé îòå÷åñòâåííîãî ãîñóäàðñòâà ñ èíîñòðàííûìè ãîñóäàðñòâàìè;
– ó÷àñòèå ïðåäñòàâèòåëåé ãîñóäàðñòâà â äåÿòåëüíîñòè ðàçëè÷íûõ
ìåæäóíàðîäíûõ îðãàíèçàöèé è ó÷ðåæäåíèé (íàïðèìåð, Îðãàíèçàöèè Îáúåäèíåííûõ Íàöèé è ò.ä.);
– äèïëîìàòè÷åñêèå êîíãðåññû, êîíôåðåíöèè, ñîâåùàíèÿ, ò.å.
ïåðèîäè÷åñêèå ìíîãîñòîðîííèå è äâóñòîðîííèå âñòðå÷è óïîëíîìî÷åííûõ ãîñóäàðñòâ, íà÷èíàÿ îò ãëàâ ãîñóäàðñòâ, ãëàâ
ïðàâèòåëüñòâ èëè ìèíèñòðîâ èíîñòðàííûõ äåë è êîí÷àÿ ñïåöèàëüíûìè óïîëíîìî÷åííûìè èç ÷èñëà ñîòðóäíèêîâ ðàçëè÷íûõ ðàíãîâ;
– äèïëîìàòè÷åñêàÿ ïåðåïèñêà ïîñðåäñòâîì çàÿâëåíèé, ïèñåì, íîò,
ìåìîðàíäóìîâ;
6
–
ïîäãîòîâêà è çàêëþ÷åíèå äâóñòîðîííèõ è ìíîãîñòîðîííèõ ìåæäóíàðîäíûõ äîãîâîðîâ è ñîãëàøåíèé, ðåãëàìåíòèðóþùèõ ðàçëè÷íûå âîïðîñû ìåæãîñóäàðñòâåííûõ îòíîøåíèé;
– îñâåùåíèå â ïå÷àòè ïîçèöèé ïðàâèòåëüñòâà ïî òåì èëè èíûì
âíåøíåïîëèòè÷åñêèì âîïðîñàì, ïóáëèêàöèÿ îôèöèàëüíîé èíôîðìàöèè î âàæíåéøèõ ìåæäóíàðîäíûõ ñîáûòèÿõ, îôèöèàëüíîå èçäàíèå ìåæäóíàðîäíûõ àêòîâ è äîêóìåíòîâ.
Òàêèì îáðàçîì, äèïëîìàòèÿ, áóäó÷è âàæíåéøèì ñðåäñòâîì âíåøíåé ïîëèòèêè ãîñóäàðñòâ, ïðåäñòàâëÿåò ñîáîé îñîáûé âèä ïîëèòè÷åñêîãî èñêóññòâà, âàæíåéøèé èíñòðóìåíò ìåæäóíàðîäíîãî ñîòðóäíè÷åñòâà è óðåãóëèðîâàíèÿ ðàçíîãëàñèé ìåæäó ãîñóäàðñòâàìè.
Ïðîôåññèÿ äèïëîìàòà
Ïðîôåññèÿ äèïëîìàòà ÿâëÿåòñÿ îäíîé èç ñàìûõ
äðåâíèõ. Èñòîðèÿ îñòàâèëà íàì ïðèìåðû òîãî, êàê â äðåâíèå âðåìåíà
ñ ïîìîùüþ ñïåöèàëüíî óïîëíîìî÷åííûõ ëþäåé ðåøàëèñü âîïðîñû
âîéíû è ìèðà, ñîáëþäàëñÿ îñîáûé ðèòóàë ïðè ïðèåìå çàìîðñêèõ ãîñòåé, êàê îôîðìëÿëèñü ïîëíîìî÷èÿ ïîñëàíöåâ äðóãèõ íàðîäîâ.
 íàøè äíè äèïëîìàò — ýòî îôèöèàëüíîå äîëæíîñòíîå ëèöî, ñîòðóäíèê ìèíèñòåðñòâà èíîñòðàííûõ äåë, îñóùåñòâëÿþùèé ïîëèòè÷åñêèå êîíòàêòû ñ ïðåäñòàâèòåëÿìè èíîñòðàííûõ ãîñóäàðñòâ ëèáî â ñâîåé ñòðàíå (öåíòðàëüíûé àïïàðàò ÌÈÄà), ëèáî â äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâàõ (ïîñîëüñòâàõ, ìèññèÿõ, êîíñóëüñòâàõ) çà ðóáåæîì.
Èç êàêîé ñðåäû ðåêðóòèðóþòñÿ äèïëîìàòû? Êàêèìè êà÷åñòâàìè
äîëæíû îáëàäàòü ïðåäñòàâèòåëè ýòîé ïðîôåññèè? Êàêèå ëèöà íàïðàâëÿþòñÿ â êà÷åñòâå äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëåé ãîñóäàðñòâà? Â
ëèòåðàòóðå î ìåæäóíàðîäíûõ îòíîøåíèÿõ ñóùåñòâóåò áîëüøîå êîëè÷åñòâî ðàçíûõ è âåñüìà ïðîòèâîðå÷èâûõ âûñêàçûâàíèé ïî ýòèì âîïðîñàì.
Êàæäàÿ ýïîõà â ðàçâèòèè ÷åëîâå÷åñêîãî îáùåñòâà âûäâèãàëà ñâîè
òðåáîâàíèÿ ê äèïëîìàòàì, ïî-íîâîìó îïðåäåëÿëà ñóòü ýòîé ïðîôåññèè.
Ñ òå÷åíèåì âðåìåíè óñëîæíÿëèñü ìåæäóíàðîäíûå îòíîøåíèÿ, ñ ïîëèòè÷åñêèõ è ãåîãðàôè÷åñêèõ êàðò èñ÷åçàëè îäíè è âîçíèêàëè äðóãèå
ãîñóäàðñòâà. Ñòðåìèòåëüíîå ñîöèàëüíîå è èíòåëëåêòóàëüíîå ðàçâèòèå
÷åëîâå÷åñòâà â XXâ. îêàçàëî ñâîå âëèÿíèå íà äèïëîìàòè÷åñêóþ ñëóæáó
ãîñóäàðñòâ. Ñîîòâåòñòâåííî èçìåíèëèñü è òðåáîâàíèÿ, ïðåäúÿâëÿåìûå
ê äèïëîìàòèè. Ýòî ïðèçíàëè è ìíîãèå çàðóáåæíûå èññëåäîâàòåëè. Àìåðèêàíåö ×åñòåð Áîóëç ïèñàë â 1962 ã.: «Èçìåíèâøèåñÿ òðåáîâàíèÿ ê
äèïëîìàòèè ÿâñòâåííî èçìåíèëè è êà÷åñòâà, òðåáóåìûå îò íàøèõ ïî7
ñëîâ. Õîòÿ ëè÷íîå îáàÿíèå, ïðèâëåêàòåëüíàÿ ñóïðóãà, ïîëèòè÷åñêèå
ïåðñïåêòèâû è àíàëèòè÷åñêèå ñïîñîáíîñòè ïî-ïðåæíåìó âåñüìà ïîëåçíû, îíè òåïåðü íåäîñòàòî÷íû.  ñëîæíîì ìèðå ñåãîäíÿøíåãî äíÿ
ïîñîë äîëæåí áûòü òàêæå àäìèíèñòðàòîðîì, ñïîñîáíûì ðóêîâîäèòü
øèðîêèì êðóãîì îïåðàöèé, òâîð÷åñêèì ðóêîâîäèòåëåì, îáëàäàþùèì
èíèöèàòèâîé, âäîõíîâëÿþùèì ïîä÷èíåííûõ, îáëå÷åííûì àâòîðèòåòîì è ïðîíèêàþùèì â äåòàëè, äèïëîìàòîì, ó êîòîðîãî åñòü ÷óâñòâî
òàêòà, êîòîðûé óìååò óáåæäàòü è çíàåò, êàê ñî÷åòàòü òâåðäîñòü ñî
ñäåðæàííîñòüþ».
Ñåãîäíÿ áóäóùèé äèïëîìàò äîëæåí èìåòü õîðîøåå îáùåå ãóìàíèòàðíîå îáðàçîâàíèå, ïðåäïîëàãàþùåå óãëóáëåííûå ïîçíàíèÿ â îáëàñòè
èñòîðèè, â òîì ÷èñëå èñòîðèè ìåæäóíàðîäíûõ îòíîøåíèé è äèïëîìàòèè, ôèëîñîôèè, ýêîíîìè÷åñêîé òåîðèè, ãåîãðàôèè, ñòðàíîâåäåíèÿ,
þðèñïðóäåíöèè (ìåæäóíàðîäíîå ïðàâî, äèïëîìàòè÷åñêîå è êîíñóëüñêîå ïðàâî), åìó íåîáõîäèìû ïîçíàíèÿ â ðåëèãèîçíûõ ó÷åíèÿõ, ïðîòîêîëå è ýòèêåòå. Îáÿçàòåëüíîå óñëîâèå — âëàäåíèå íåñêîëüêèìè èíîñòðàííûìè ÿçûêàìè, ÷òî ÿâëÿåòñÿ íå ñàìîöåëüþ, à ñðåäñòâîì ýôôåêòèâíîãî ïðèìåíåíèÿ ïðîôåññèîíàëüíîãî ìàñòåðñòâà.
Ñîâðåìåííîìó äèïëîìàòó ïðèäåòñÿ ïðîÿâëÿòü ñâîè çíàíèÿ â ñëåäóþùåì: ó÷àñòèå â ñîñòàâëåíèè ïîëèòè÷åñêîãî îò÷åòà, ïîëèòè÷åñêîãî
ïèñüìà, îò÷åòîâ â îáëàñòè èíôîðìàöèîííîé, íàó÷íîé, êóëüòóðíîé,
êîíñóëüñêîé è êàäðîâîé ðàáîòû; ñîñòàâëåíèå òåìàòè÷åñêèõ ñïðàâîê,
ïðîåêòîâ øèôðîãðàìì èëè ïî÷òîâîé èíôîðìàöèè, õàðàêòåðèñòèêè íà
èíîñòðàííîãî äåÿòåëÿ; îôîðìëåíèå äíåâíèêà è çàïèñè áåñåäû; âåäåíèå äèïëîìàòè÷åñêîé èëè èíîé ïåðåïèñêè ñ ïåðåâîäîì íà èíîñòðàííûé ÿçûê, îñóùåñòâëåíèå äðóãèõ âèäîâ ïåðåâîäîâ; ïîäãîòîâêà îáçîðà
èíîñòðàííîé ïðåññû, àííîòàöèÿ êíèã è äðóãèõ èçäàíèé ïî èíòåðåñóþùèì âîïðîñàì; ñîñòàâëåíèå ïëàíà ðàáîòû ïî òåêóùèì è ïåðñïåêòèâíûì âîïðîñàì; ó÷àñòèå â èíôîðìàöèîííîé è ðàçúÿñíèòåëüíîé ðàáîòå,
âêëþ÷àÿ âûñòóïëåíèÿ íà ðàäèî, òåëåâèäåíèè è íà ñòðàíèöàõ ïå÷àòè,
÷òåíèå ëåêöèé ïåðåä èíîñòðàííîé àóäèòîðèåé; ïðîâåäåíèå áðèôèíãîâ
è èíòåðâüþ, îðãàíèçàöèÿ ïðåññ-êîíôåðåíöèé èëè äèñêóññèé «êðóãëîãî ñòîëà», ðàñïðîñòðàíåíèå îáùåñòâåííî-ïîëèòè÷åñêîé ëèòåðàòóðû
è ïîäãîòîâêà ïðåññ-ðåëèçîâ; ðàáîòà ñ ïðèåçæàþùèìè äåëåãàöèÿìè,
ò.å. ïîäãîòîâêà äëÿ íèõ ïàìÿòîê, ïðîåêòîâ ðå÷åé è äðóãèõ ìàòåðèàëîâ,
ó÷àñòèå â ïåðåãîâîðàõ è êîíñóëüòàöèÿõ, ñîïðîâîæäåíèå è îáåñïå÷åíèå
ÿçûêîâûõ ïåðåâîäîâ; ïîääåðæàíèå êîíòàêòîâ ñ âåäîìñòâîì èíîñòðàííûõ äåë è âëàñòÿìè ãîñóäàðñòâà ïðåáûâàíèÿ, óìåíèå óñòàíàâëèâàòü
äåëîâûå ñâÿçè ñ èíîñòðàííûìè ïàðòíåðàìè, ïîääåðæàíèå è çàêðåïëåíèå òàêèõ ñâÿçåé, â òîì ÷èñëå äëÿ ïåðåäà÷è äîâåðèòåëüíîé è èíîé
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èíôîðìàöèè ðóêîâîäÿùèì, îáùåñòâåííûì è äðóãèì êðóãàì ñòðàíû
ïðåáûâàíèÿ; íàáëþäåíèå çà ïðàâîâûìè àêòàìè ìåñòíûõ âëàñòåé, íàäçîð çà âûïîëíåíèåì äâóñòîðîííèõ äîãîâîðîâ è ñîãëàøåíèé, êîíòðîëü
çà ñîáëþäåíèåì ñîòðóäíèêàìè ïðåäñòàâèòåëüñòâà ìåñòíîãî çàêîíîäàòåëüñòâà è îáû÷àåâ, â òîì ÷èñëå íîðì ïðîòîêîëà è ýòèêåòà, ïðîöåäóðû ïîäíÿòèÿ íàöèîíàëüíîãî ôëàãà è ò.ä.
Ïîìèìî ïîëèòè÷åñêèõ ñóùåñòâóåò øèðîêèé êðóã ñâÿçàííûõ ñ íèìè
àäìèíèñòðàòèâíûõ è òåõíè÷åñêèõ âîïðîñîâ, êîòîðûå íåëüçÿ íàçâàòü
âòîðîñòåïåííûìè, íàïðèìåð: óñòðîéñòâî äèïëîìàòè÷åñêèõ ïðèåìîâ,
âñòðå÷à è ïðîâîäû äèïëîìàòè÷åñêèõ êóðüåðîâ è èõ ãðóçà; îáðàáîòêà
èíôîðìàöèè, ïîñòóïàþùåé ïî ôàêñèìèëüíîé, òåëåêñíîé èëè òåëåòàéïíîé ñâÿçè; âåäåíèå ïåðåïèñêè ñ èíîñòðàííûìè ïðåäñòàâèòåëÿìè, ÷àñòíûìè ëèöàìè è ñëóæåáíîé ïåðåïèñêè ñ öåíòðîì; âíåäðåíèå
íîâîé îðãàíèçàöèîííîé è ýëåêòðîííîé òåõíèêè â ñîîòâåòñòâèè ñ
ïðèíöèïàìè íàó÷íîé îðãàíèçàöèè òðóäà; ïðîâåäåíèå ìåðîïðèÿòèé
ïî ïîâûøåíèþ ïðîôåññèîíàëüíîãî óðîâíÿ, âêëþ÷àÿ ðåôåðåíòñêèå
ñîâåùàíèÿ, íàñòàâíè÷åñòâî, âåäåíèå òåìàòè÷åñêèõ äîñüå, ñîâåðøåíñòâîâàíèå ÿçûêîâûõ çíàíèé, ñëóæåáíóþ àòòåñòàöèþ è ò.ä.; ðåøåíèå
ôèíàíñîâûõ, õîçÿéñòâåííûõ, áûòîâûõ è äðóãèõ ïîâñåäíåâíûõ àäìèíèñòðàòèâíûõ âîïðîñîâ.
Êðîìå òîãî, ïðîôåññèîíàëüíûé äèïëîìàò äîëæåí îáëàäàòü íàâûêàìè êîíñóëüñêîé ðàáîòû: îôîðìëåíèå âèç è ïàñïîðòîâ, ïîñòàíîâêà
íà ó÷åò ñîãðàæäàí, âðåìåííî ïðîæèâàþùèõ â ñòðàíå ïðåáûâàíèÿ,
ðàáîòà ñ êîëîíèåé ñîãðàæäàí, ïîñòîÿííî ïðîæèâàþùèõ çà ðóáåæîì,
äåéñòâèÿ ïî ïðèíÿòèþ â ãðàæäàíñòâî è âûõîäó èç íåãî, îêàçàíèå
ñîäåéñòâèÿ ýêèïàæàì è ïàññàæèðàì ìîðñêèõ è âîçäóøíûõ ñóäîâ, ðåãèñòðàöèÿ «ñóäîâîé ðîëè» â ïîðòàõ (ðàïîðò êàïèòàíà); ðàçáîð ÷ðåçâû÷àéíûõ îáñòîÿòåëüñòâ, ïðîâåäåíèå ñëåäñòâåííûõ äåéñòâèé, ó÷àñòèå â
ñóäåáíûõ è èíûõ ñïîðàõ, âûïîëíåíèå ïîðó÷åíèé ñëåäñòâåííûõ èëè
ñóäåáíûõ îðãàíîâ, çàùèòà èíòåðåñîâ ñîãðàæäàí, êîíòàêòû ñ ïîëèöåéñêèìè, òàìîæåííûìè, ïîðòîâûìè, àýðîäðîìíûìè è äðóãèìè âëàñòÿìè ñòðàíû ïðåáûâàíèÿ; âûïîëíåíèå ôóíêöèé ïî ñàíèòàðíîé è âåòåðèíàðíîé çàùèòå; çàïèñü àêòîâ ãðàæäàíñêîãî ñîñòîÿíèÿ, ðàçëè÷íûå
íîòàðèàëüíûå äåéñòâèÿ, âåäåíèå äåë ïî íàñëåäñòâó, îðãàíèçàöèÿ êîíñóëüñêèõ ñáîðîâ è ò.ä.
Áåçóñëîâíî, ïðåäñòàâèòåëÿì ïðîôåññèè íóæíî èìåòü îïðåäåëåííóþ ñêëîííîñòü ê äèïëîìàòè÷åñêîé ðàáîòå, ïðèâëåêàòåëüíûå ñòîðîíû êîòîðîé íåïðåìåííî ñîïðîâîæäàþòñÿ ìíîãî÷èñëåííûìè îãðàíè÷åíèÿìè è íåïðèâû÷íîé îáñòàíîâêîé âî âðåìÿ ïðåáûâàíèÿ çà ãðàíèöåé.
Êàê ïðàâèëî, õàðàêòåð äèïëîìàòà ôîðìèðóåòñÿ âî âðåìÿ ó÷åáû, à
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òàêæå íà ñàìûõ íèçêèõ ñòóïåíÿõ ïðîôåññèîíàëüíîé êàðüåðû. Èìåííî
ïðè âûïîëíåíèè ïîâñåäíåâíûõ ïîðó÷åíèé ìîëîäîé ñïåöèàëèñò ïðèîáðåòàåò íåîáõîäèìûå ïðîôåññèîíàëüíûå íàâûêè.
Èòàê, ïîìèìî ðàçíîñòîðîííèõ òåîðåòè÷åñêèõ çíàíèé äèïëîìàòè÷åñêàÿ ðàáîòà òðåáóåò áîëüøîãî îïûòà, ñïåöèàëüíûõ íàâûêîâ, ïðîôåññèîíàëüíîé êâàëèôèêàöèè, ïðèîáðåòàåìûõ â ðåçóëüòàòå äëèòåëüíîé ïðàêòèêè. Ïîýòîìó â öåëÿõ ñîçäàíèÿ íàäåæíûõ è êâàëèôèöèðîâàííûõ äèïëîìàòè÷åñêèõ êàäðîâ â êàæäîì ãîñóäàðñòâå ñóùåñòâóþò
îñîáûå ïðàâèëà è ïîëîæåíèÿ, ðåãëàìåíòèðóþùèå ïîäáîð ðàáîòíèêîâ
äëÿ îðãàíîâ âíåøíèõ ñíîøåíèé è èõ ïðîäâèæåíèå îò íèçøèõ ïîñòîâ
ê âûñøèì.
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Ãëàâà 2.
ÃÎÑÓÄÀÐÑÒÂÅÍÍÛÅ ÎÐÃÀÍÛ
ÂÍÅØÍÈÕ ÑÍÎØÅÍÈÉ.
ÂÅÄÎÌÑÒÂÎ ÈÍÎÑÒÐÀÍÍÛÕ ÄÅË
Ïîíÿòèå è âèäû
ãîñóäàðñòâåííûõ îðãàíîâ âíåøíèõ ñíîøåíèé
Äèïëîìàòè÷åñêàÿ äåÿòåëüíîñòü îñóùåñòâëÿåòñÿ ÷åðåç
ñèñòåìó ãîñóäàðñòâåííûõ îðãàíîâ âíåøíèõ ñíîøåíèé. Â êàæäîì ãîñóäàðñòâå
ýòà ñèñòåìà îïðåäåëÿåòñÿ ñïåöèôèêîé ïîëèòè÷åñêîãî, ñîöèàëüíî-ýêîíîìè÷åñêîãî ðàçâèòèÿ, îïðåäåëåííûìè èñòîðè÷åñêèìè è íàöèîíàëüíûìè îñîáåííîñòÿìè. Îäíàêî ïðè âñåõ èìåþùèõñÿ ðàçëè÷èÿõ â áîëüøèíñòâå ãîñóäàðñòâ ñóùåñòâóþò äâå ãðóïïû îðãàíîâ âíåøíèõ ñíîøåíèé: öåíòðàëüíûå
(âíóòðèãîñóäàðñòâåííûå) è çàðóáåæíûå.
Öåíòðàëüíûå (âíóòðèãîñóäàðñòâåííûå) îðãàíû âíåøíèõ ñíîøåíèé
ïî õàðàêòåðó ôóíêöèé è ïðàâîâîìó îñíîâàíèþ ïîäðàçäåëÿþòñÿ ñëåäóþùèì îáðàçîì:
– êîíñòèòóöèîííûå, èëè îðãàíû îáùåãî ïîëèòè÷åñêîãî ðóêîâîäñòâà, ïîëíîìî÷èÿ êîòîðûõ óñòàíîâëåíû è îïðåäåëåíû êîíñòèòóöèÿìè ãîñóäàðñòâ. Ýòè îðãàíû âûïîëíÿþò îáùåïîëèòè÷åñêèå
ôóíêöèè;
– êîíâåíöèîííûå, èëè îðãàíû ñïåöèàëüíûõ (ýêîíîìè÷åñêèõ,
îòðàñëåâûõ, âåäîìñòâåííûõ) ìåæãîñóäàðñòâåííûõ ñâÿçåé. Ïîëíîìî÷èÿ ýòèõ îðãàíîâ â îáëàñòè âíåøíèõ ñíîøåíèé îñíîâûâàþòñÿ íà çàêëþ÷åííûõ ãîñóäàðñòâîì ñ äðóãèìè ãîñóäàðñòâàìè
ñïåöèàëüíûõ ìåæäóíàðîäíûõ ñîãëàøåíèÿõ, êîíâåíöèÿõ èëè ðåãëàìåíòèðóþòñÿ óñòàíîâèâøèìèñÿ â ìåæäóíàðîäíîì îáùåíèè
îáû÷àÿìè è òðàäèöèÿìè.
Ê öåíòðàëüíûì êîíñòèòóöèîííûì ïîëèòè÷åñêèì îðãàíàì è äîëæíîñòíûì ëèöàì âíåøíèõ ñíîøåíèé îòíîñÿòñÿ:
– ïàðëàìåíò;
– ãëàâà ãîñóäàðñòâà;
– ïðàâèòåëüñòâî;
– ìèíèñòð èíîñòðàííûõ äåë è ìèíèñòåðñòâî èíîñòðàííûõ äåë.
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Öåíòðàëüíûå êîíâåíöèîííûå îðãàíû, èëè îðãàíû ñïåöèàëüíûõ (ýêîíîìè÷åñêèõ, îòðàñëåâûõ, âåäîìñòâåííûõ) ñâÿçåé ãîñóäàðñòâà ñ äðóãèìè
ñòðàíàìè, âûïîëíÿþò íå ïîëèòè÷åñêèå, à ñïåöèàëüíûå ôóíêöèè. Ê ýòîé
ãðóïïå îòíîñÿòñÿ îðãàíû òåõíè÷åñêèõ è êóëüòóðíûõ ñâÿçåé ñ ðàçëè÷íûìè ñòðàíàìè, äåéñòâóþùèå íà îñíîâå íå êîíñòèòóöèè, à ìåæïðàâèòåëüñòâåííûõ ñîãëàøåíèé, êîíâåíöèé. Ýòè îðãàíû ó÷ðåæäàþòñÿ ïðè ìèíèñòåðñòâàõ è âåäîìñòâàõ, êîòîðûå ñâÿçàíû ñ ìåæäóíàðîäíûìè îòíîøåíèÿìè (íàïðèìåð, ìèíèñòåðñòâî êóëüòóðû, ìèíèñòåðñòâî íàóêè è
îáðàçîâàíèÿ, ìèíèñòåðñòâî ñåëüñêîãî õîçÿéñòâà è ò.ä.). Âåäîìñòâà òàêîãî
õàðàêòåðà èìåþò, êàê ïðàâèëî, îòäåëû ìåæäóíàðîäíûõ îòíîøåíèé (èëè
ñïåöèàëüíûå äîëæíîñòè), ãäå ðàáîòàþò ëèöà, âëàäåþùèå èíîñòðàííûìè
ÿçûêàìè è ïîääåðæèâàþùèå êîíòàêòû ñ àíàëîãè÷íûìè âåäîìñòâàìè
äðóãèõ ñòðàí.
Çàðóáåæíûå îðãàíû âíåøíèõ ñíîøåíèé äåëÿòñÿ íà äâå êàòåãîðèè:
ïîñòîÿííûå è âðåìåííûå.
Ïîñòîÿííûå îðãàíû — ýòî îðãàíû, êîòîðûå èçî äíÿ â äåíü âåäóò
ðàáîòó çà ãðàíèöåé, ïðåäñòàâëÿÿ èíòåðåñû ñâîåãî ãîñóäàðñòâà, îñóùåñòâëÿþò ïðÿìóþ ñâÿçü ñ ãëàâàìè ãîñóäàðñòâ è èõ ïðàâèòåëüñòâàìè â
ñòðàíå ïðåáûâàíèÿ. Ê íèì îòíîñÿòñÿ: ïîñòîÿííûå äèïëîìàòè÷åñêèå ïðåäñòàâèòåëüñòâà — ïîñîëüñòâà è ìèññèè ïðè ãëàâàõ ãîñóäàðñòâ è ïðàâèòåëüñòâ, âîçãëàâëÿåìûå, ñîîòâåòñòâåííî, ïîñëàìè è ïîñëàííèêàìè; êîíñóëüñòâà; òîðãîâûå ïðåäñòàâèòåëüñòâà, ÿâëÿþùèåñÿ ëèáî ÷àñòüþ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ, ëèáî ñàìîñòîÿòåëüíûìè îðãàíàìè,
âûïîëíÿþùèìè ñïåöèàëüíûå ôóíêöèè; ïîñòîÿííûå ïðåäñòàâèòåëüñòâà
ïðè ìåæäóíàðîäíûõ îðãàíèçàöèÿõ (íàïðèìåð, ïðè ÎÎÍ è ò.ä.).
Âðåìåííûå îðãàíû — ýòî ðàçëè÷íûå äåëåãàöèè, îòäåëüíûå ïðåäñòàâèòåëè, ïîñûëàåìûå çà ãðàíèöó, à òàêæå òàê íàçûâàåìûå íàáëþäàòåëè
íà ìåæäóíàðîäíûõ êîíôåðåíöèÿõ, ñúåçäàõ, â ìåæäóíàðîäíûõ êîìèññèÿõ è, íàêîíåö, ýòî îòäåëüíûå ïðåäñòàâèòåëè íà ãîñóäàðñòâåííûõ
þáèëåÿõ, êîðîíàöèÿõ è äðóãèõ ìåðîïðèÿòèÿõ.
Ìèíèñòåðñòâî èíîñòðàííûõ äåë
Ïî îïðåäåëåíèþ, ìèíèñòåðñòâî èíîñòðàííûõ äåë
(ÌÈÄ) — ýòî öåíòðàëèçîâàííûé àïïàðàò ãîñóäàðñòâåííîãî óïðàâëåíèÿ, íåïîñðåäñòâåííî è ïîâñåäíåâíî îñóùåñòâëÿþùèé äèïëîìàòè÷åñêóþ äåÿòåëüíîñòü äàííîãî ãîñóäàðñòâà, íåïîñðåäñòâåííî îðãàíèçóþùèé è êîîðäèíèðóþùèé âíåøíèå ñíîøåíèÿ ãîñóäàðñòâà.
Íàèáîëåå ðàñïðîñòðàíåííîå íàçâàíèå ýòîãî ó÷ðåæäåíèÿ — ìèíèñòåðñòâî èëè âåäîìñòâî èíîñòðàííûõ äåë. Ýòîò òåðìèí âïåðâûå áûë
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óïîòðåáëåí âî Ôðàíöèè â 1589 ã. Íàçâàíèÿ ýòîãî âåäîìñòâà ìîãóò
áûòü ðàçëè÷íû, íàïðèìåð, â ÑØÀ — Ãîñóäàðñòâåííûé äåïàðòàìåíò, â Àíãëèè — Ìèíèñòåðñòâî èíîñòðàííûõ äåë è ïî äåëàì ñîäðóæåñòâà è ò.ä.
Ìèíèñòåðñòâî èíîñòðàííûõ äåë âåäåò îïåðàòèâíóþ äåÿòåëüíîñòü
ïî îñóùåñòâëåíèþ âíåøíåé ïîëèòèêè ãîñóäàðñòâà. Îíî ïîäãîòàâëèâàåò èíôîðìàöèþ äëÿ ïðàâèòåëüñòâà ïî âîïðîñàì âíåøíåé ïîëèòèêè,
ðàçðàáàòûâàåò êîíêðåòíûå ïðåäëîæåíèÿ è ðåàëèçóåò ïðèíÿòûå â ýòîé
îáëàñòè ðåøåíèÿ.
Ìèíèñòåðñòâî èíîñòðàííûõ äåë ïîâñåäíåâíî ðóêîâîäèò äèïëîìàòè÷åñêèìè ïðåäñòàâèòåëüñòâàìè çà ãðàíèöåé, êàê ïîñòîÿííûìè, òàê è
âðåìåííûìè, ãîòîâèò âèçèòû äåëåãàöèé íà âûñøåì è ïðàâèòåëüñòâåííîì óðîâíÿõ. Íà ýòî âåäîìñòâî âîçëîæåíà çàäà÷à ïðîâîäèòü ïîëèòèêó
ïðàâèòåëüñòâà è ãîñóäàðñòâà â îòíîøåíèÿõ ñ ïîñëàìè, ïðåäñòàâèòåëÿìè èíîñòðàííûõ ãîñóäàðñòâ, êîòîðûå ëèáî àêêðåäèòóþòñÿ â äàííîé
ñòðàíå, ëèáî ïðèáûâàþò â ñòðàíó ïî òîìó èëè èíîìó ïîâîäó. ÌÈÄ
îñóùåñòâëÿåò ïîñòîÿííûé êîíòàêò ñî ñðåäñòâàìè ìàññîâîé èíôîðìàöèè, ðóêîâîäèò èçäàíèåì îôèöèàëüíûõ äîêóìåíòîâ ïî âîïðîñàì âíåøíåé ïîëèòèêè.
 ñîîòâåòñòâèè ñ ïåðå÷èñëåííûìè âûøå îáùèìè çàäà÷àìè ìîæíî
áîëåå ÷åòêî ñôîðìóëèðîâàòü ôóíêöèè ìèíèñòåðñòâà èíîñòðàííûõ äåë:
– àíàëèç è îáîáùåíèå ïîñòóïàþùåé èíôîðìàöèè î ïîëîæåíèè â
îòäåëüíûõ ñòðàíàõ è â ìèðå â öåëîì;
– ðàçðàáîòêà ïðåäëîæåíèé è ðåøåíèé ïðàâèòåëüñòâà îòíîñèòåëüíî
îôèöèàëüíîé ïîçèöèè ãîñóäàðñòâà ïî òåì èëè èíûì âîïðîñàì, à òàêæå î âîçìîæíûõ âíåøíåïîëèòè÷åñêèõ àêöèÿõ;
– ïîäãîòîâêà ïðîåêòîâ äîãîâîðîâ è ñîãëàøåíèé;
– ðóêîâîäñòâî äèïëîìàòè÷åñêèìè ïðåäñòàâèòåëüñòâàìè è êîíñóëüñòâàìè ñâîåãî ãîñóäàðñòâà çà ðóáåæîì, ïðåäñòàâèòåëÿìè è äåëåãàöèÿìè â ìåæäóíàðîäíûõ îðãàíèçàöèÿõ;
– ïîääåðæàíèå êîíòàêòîâ è âåäåíèå ïåðåãîâîðîâ ñ èíîñòðàííûìè äèïëîìàòè÷åñêèìè è êîíñóëüñêèìè ïðåäñòàâèòåëüñòâàìè,
äåëåãàöèÿìè.
Îðãàíèçàöèÿ è ñòðóêòóðà ìèíèñòåðñòâà èíîñòðàííûõ äåë â êàæäîé
ñòðàíå ôîðìèðóþòñÿ â ñîîòâåòñòâèè ñ öåëÿìè è çàäà÷àìè âíåøíåé
ïîëèòèêè, îáúåìîì äåÿòåëüíîñòè ýòîãî âåäîìñòâà, ðîëüþ äàííîé ñòðàíû
â ìåæäóíàðîäíûõ îòíîøåíèÿõ. Êàê ïðàâèëî, ìèíèñòåðñòâî ñîñòîèò èç
òðåõ ãðóïï îòäåëîâ:
– òåððèòîðèàëüíûå (îïðåäåëåííîãî ãåîãðàôè÷åñêîãî ðàéîíà èëè
ïî ãðóïïàì ñòðàí);
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–
ôóíêöèîíàëüíûå (âåäàþò îáùèìè è ðàçëè÷íûìè ãðóïïàìè êîíêðåòíûõ âîïðîñîâ ìåæäóíàðîäíûõ îòíîøåíèé);
– àäìèíèñòðàòèâíûå (íîñÿò â îñíîâíîì âñïîìîãàòåëüíûé õàðàêòåð, îáñëóæèâàþò àïïàðàòû ìèíèñòåðñòâà è çàðóáåæíûõ ïðåäñòàâèòåëüñòâ).
 Ðîññèè 14 ìàðòà 1995 ã. Óêàçîì Ïðåçèäåíòà ¹ 271 áûëî óòâåðæäåíî Ïîëîæåíèå î Ìèíèñòåðñòâå èíîñòðàííûõ äåë ÐÔ.  ñîîòâåòñòâèè
ñ ýòèì äîêóìåíòîì ÌÈÄ ÿâëÿåòñÿ «ôåäåðàëüíûì îðãàíîì èñïîëíèòåëüíîé âëàñòè, îñóùåñòâëÿþùèì ãîñóäàðñòâåííîå óïðàâëåíèå â îáëàñòè îòíîøåíèé Ðîññèéñêîé Ôåäåðàöèè ñ èíîñòðàííûìè ãîñóäàðñòâàìè è ìåæäóíàðîäíûìè îðãàíèçàöèÿìè».
ÌÈÄ Ðîññèéñêîé Ôåäåðàöèè, ðàáîòàþùåå ïîä ðóêîâîäñòâîì Ïðåçèäåíòà ñòðàíû, ñîñòîèò èç:
– öåíòðàëüíîãî àïïàðàòà (âíóòðè ãîñóäàðñòâà);
– äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ, êîíñóëüñêèõ ó÷ðåæäåíèé çà
ðóáåæîì.
14
Ãëàâà 3.
ÄÈÏËÎÌÀÒÈ×ÅÑÊÎÅ
ÏÐÅÄÑÒÀÂÈÒÅËÜÑÒÂÎ:
ÔÓÍÊÖÈÈ, ÑÒÐÓÊÒÓÐÀ, ÏÅÐÑÎÍÀË
Ïðèçíàíèå ãîñóäàðñòâà
è óñòàíîâëåíèå äèïëîìàòè÷åñêèõ îòíîøåíèé
Ïîä äèïëîìàòè÷åñêèìè îòíîøåíèÿìè ïîíèìàþòñÿ
îôèöèàëüíûå îòíîøåíèÿ, äîáðîâîëüíî óñòàíàâëèâàåìûå ìåæäó äâóìÿ
ãîñóäàðñòâàìè âî âñåõ ñôåðàõ äåÿòåëüíîñòè (ïîëèòè÷åñêîé, ýêîíîìè÷åñêîé, êóëüòóðíîé) è äàþùèå ïðàâî îáìåíà äèïëîìàòè÷åñêèìè ïðåäñòàâèòåëÿìè è ïðåäñòàâèòåëüñòâàìè.
Ïåðâûì øàãîì ê óñòàíîâëåíèþ äèïëîìàòè÷åñêèõ îòíîøåíèé ÿâëÿåòñÿ ïðèçíàíèå òîãî èëè èíîãî ãîñóäàðñòâà è åãî ïðàâèòåëüñòâà ñî
ñòîðîíû äðóãîãî ãîñóäàðñòâà. Â ñîîòâåòñòâèè ñ ìåæäóíàðîäíûì ïðàâîì
ñóùåñòâóþò äâå ôîðìû ïðèçíàíèÿ íîâîãî ãîñóäàðñòâà: ïðèçíàíèå
äå-ôàêòî è ïðèçíàíèå äå-þðå.
Ïðèçíàíèå äå-ôàêòî íîñèò íåïîëíûé õàðàêòåð. Áóäó÷è íå â ñîñòîÿíèè îòðèöàòü ôàêò ñóùåñòâîâàíèÿ ãîñóäàðñòâà, ïðàâèòåëüñòâî
äðóãîé ñòðàíû íå óñòàíàâëèâàåò ñ íèì äèïëîìàòè÷åñêèõ îòíîøåíèé, íî â òî æå âðåìÿ âñòóïàåò â äåëîâûå êîíòàêòû, ðàçâèâàåò
òîðãîâûå ñâÿçè. Èíîãäà òàêàÿ ôîðìà îòíîøåíèé èñïîëüçóåòñÿ â òå÷åíèå äîâîëüíî äëèòåëüíîãî ïåðèîäà âðåìåíè, íî â íåêîòîðûõ ñëó÷àÿõ íîñèò êðàòêîâðåìåííûé õàðàêòåð. Âèäèìî, ïîýòîìó èíîãäà òàêóþ ôîðìó èìåíóþò îòíîøåíèÿìè «ad hoc», áóêâàëüíî îçíà÷àþùåå «ê ýòîìó», «äëÿ äàííîãî ñëó÷àÿ».  ñîâðåìåííîé ìåæäóíàðîäíîé
ïðàêòèêå ïðèçíàíèå äå-ôàêòî ïðèìåíÿåòñÿ ñðàâíèòåëüíî ðåäêî.
Íàèáîëåå ðàñïðîñòðàíåíî ïðèçíàíèå äå-þðå, èëè ïîëíîå äèïëîìàòè÷åñêîå ïðèçíàíèå. Îíî ïðåäïîëàãàåò óñòàíîâëåíèå äîêóìåíòàëüíî
îôîðìëåííûõ îôèöèàëüíûõ äèïëîìàòè÷åñêèõ îòíîøåíèé, ó÷ðåæäåíèå âçàèìíîé äîãîâîðåííîñòè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ,
ðàçâèòèå âçàèìîâûãîäíûõ òîðãîâûõ, ýêîíîìè÷åñêèõ, êóëüòóðíûõ
è èíûõ ñâÿçåé.
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Ñïåöèàëüíî îãîâîðåííîãî ãäå-ëèáî åäèíîãî ïîðÿäêà óñòàíîâëåíèÿ
äèïëîìàòè÷åñêèõ îòíîøåíèé ìåæäó ãîñóäàðñòâàìè íå ñóùåñòâóåò. Íî
äèïëîìàòè÷åñêàÿ ïðàêòèêà ïîêàçûâàåò, ÷òî ñòðàíû ïðåäïî÷èòàþò çàêðåïëÿòü äîãîâîðåííîñòè î äèïëîìàòè÷åñêîì ïðèçíàíèè è ó÷ðåæäåíèè
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ ïèñüìåííî:
– ïóòåì îáìåíà ëè÷íûìè íîòàìè;
– îôîðìëåíèåì ñïåöèàëüíîãî ñîãëàøåíèÿ;
– îïóáëèêîâàíèåì îáåèìè ñòîðîíàìè ñîîòâåòñòâóþùåãî êîììþíèêå;
– ïóòåì îáìåíà ïèñüìàìè èëè òåëåãðàììàìè ïî ýòîìó âîïðîñó íà
âûñîêîì óðîâíå.
Èçâåñòíû ñëó÷àè, êîãäà ãîñóäàðñòâà ïðèîñòàíàâëèâàþò èëè ïðåêðàùàþò (ðàçðûâàþò) äèïëîìàòè÷åñêèå îòíîøåíèÿ. Ýòè îòíîøåíèÿ
ïðåêðàùàþòñÿ, íàïðèìåð, âñëåäñòâèå âîéíû, âîîðóæåííîé àãðåññèè
ïðîòèâ ñóâåðåííîãî ãîñóäàðñòâà, âîåííîãî ïóò÷à èëè êîãäà îäèí èç
ïàðòíåðîâ èçìåíÿåò ñâîé ãîñóäàðñòâåííûé ñòàòóñ (íàïðèìåð, ñëèÿíèå
ñ äðóãèì ãîñóäàðñòâîì, âñòóïëåíèå â ôåäåðàöèþ èëè êîíôåäåðàöèþ),
ïðè êîòîðîì âåäåíèå âíåøíåïîëèòè÷åñêèõ äåë ïåðåäàåòñÿ îáùåìó âåðõîâíîìó îðãàíó. Ðàçðûâ äèïëîìàòè÷åñêèõ îòíîøåíèé ñîïðîâîæäàåòñÿ
ïîëíûì ïðåêðàùåíèåì êîíòàêòîâ ìåæäó ãîñóäàðñòâàìè, îòçûâîì äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëåé è çàêðûòèåì äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ.
Âîññòàíîâëåíèå äèïëîìàòè÷åñêèõ îòíîøåíèé ïðîèñõîäèò òàê æå,
êàê è èõ óñòàíîâëåíèå, ò.å. ïóòåì ïåðåãîâîðîâ è îáìåíà ñîîòâåòñòâóþùèìè äîêóìåíòàìè. Âñëåä çà îôîðìëåíèåì àêòà îá óñòàíîâëåíèè äèïëîìàòè÷åñêèõ îòíîøåíèé îáû÷íî ñëåäóåò îáìåí äèïëîìàòè÷åñêèìè
ïðåäñòàâèòåëüñòâàìè, êîòîðûå, êàê ïðàâèëî, ó÷ðåæäàþòñÿ â ñòîëèöàõ
ñîîòâåòñòâóþùèõ ãîñóäàðñòâ.  ñîâðåìåííîé ïðàêòèêå ìåæãîñóäàðñòâåííûõ îòíîøåíèé èçâåñòíû äâà îñíîâíûõ êëàññà ïîñòîÿííûõ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñò⠗ ïîñîëüñòâà è ìèññèè.
Ïîñîëüñòâî (èëè ìèññèÿ) ïðåäñòàâëÿåò ñîáîé ãîñóäàðñòâåííîå ó÷ðåæäåíèå, íàõîäÿùååñÿ íà òåððèòîðèè èíîñòðàííîãî ãîñóäàðñòâà è
äåéñòâóþùåå â ïîëíîì ñîîòâåòñòâèè ñ äèðåêòèâíûìè óêàçàíèÿìè
ñâîåãî ïðàâèòåëüñòâà. Ïðè ýòîì, îñóùåñòâëÿÿ çàùèòó èíòåðåñîâ ñâîåãî ãîñóäàðñòâà, åãî þðèäè÷åñêèõ è ôèçè÷åñêèõ ëèö, ïîñîëüñòâî (èëè
ìèññèÿ) íå äîëæíî íàðóøàòü ïîðÿäîê è ïðàâèëà, óñòàíîâëåííûå âëàñòÿìè ñòðàíû ïðåáûâàíèÿ â îòíîøåíèè îôèöèàëüíûõ èíîñòðàííûõ
ïðåäñòàâèòåëüñòâ. Ïîñîëüñòâî (èëè ìèññèÿ) èìååò ãåðáîâóþ ïå÷àòü,
ãåðáîâûå áëàíêè äëÿ îôèöèàëüíîé ïåðåïèñêè, ïîëüçóåòñÿ ïðàâîì ïîäíèìàòü íàä çäàíèåì ïîñîëüñòâà (èëè ìèññèè) ãîñóäàðñòâåííûé ôëàã
16
ñâîåé ñòðàíû. Îíî ðàñïîëàãàåò âàëþòíûìè ñðåäñòâàìè, ìîæåò îòêðûâàòü òåêóùèå ñ÷åòà â áàíêàõ, âëàäååò äâèæèìûì è íåäâèæèìûì èìóùåñòâîì è äðóãèìè öåííîñòÿìè, íåîáõîäèìûìè äëÿ îñóùåñòâëåíèÿ
ïðåäñòàâèòåëüñòâîì îáùåïðèçíàííûõ â ìåæäóíàðîäíîì ïðàâå îôèöèàëüíûõ ôóíêöèé.
Ïîðÿäîê íàçíà÷åíèÿ è âñòóïëåíèÿ â äîëæíîñòü
ãëàâ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ
Äèïëîìàòè÷åñêèå ïðåäñòàâèòåëüñòâà â òîì âèäå,
â êàêîì îíè ñóùåñòâóþò â íàñòîÿùåå âðåìÿ, îôîðìèëèñü íå ñðàçó,
îíè ïðîøëè äëèòåëüíûé ïóòü ñòàíîâëåíèÿ è ðàçâèòèÿ. Ïåðâîíà÷àëüíî
ïîñëû âûïîëíÿëè ðàçîâóþ ìèññèþ, îòäåëüíîå ïîðó÷åíèå, è â ýòîì
îòíîøåíèè èõ ñòàòóñ ìîæíî ñðàâíèòü ñ èíñòèòóòîì ñîâðåìåííûõ ïîñëîâ ïî îñîáûì ïîðó÷åíèÿì. Ïðàâäà, â îòëè÷èå îò ïîñëåäíåãî, òàêîå
ïîñîëüñòâî âêëþ÷àëî â ñåáÿ íå îäíîãî ïîñëà, à äâóõ èëè òðåõ. Ñðîê
ìèññèè ïîñëîâ áûë íåïðîäîëæèòåëüíûì è, íàïðèìåð, â ñðåäíèå âåêà
èñ÷èñëÿëñÿ íåñêîëüêèìè ìåñÿöàìè. Çàòåì â XV â. îí áûë ïðîäëåí äî
äâóõ ëåò.
Ðàçâèòèå èíñòèòóòà ïîñòîÿííûõ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ
íàñòîé÷èâî òðåáîâàëî óñòàíîâëåíèÿ îáùåïðèíÿòûõ ïðàâèë, íîðì, êîòîðûå îïðåäåëÿëè áû ñòàòóñ è ðåãëàìåíòèðîâàëè äåÿòåëüíîñòü äèïëîìàòîâ. Îòñóòñòâèå èõ ïðèâîäèëî ê ñòîëêíîâåíèþ è êîíôëèêòàì ìåæäó
äèïëîìàòàìè, ïîñêîëüêó êàæäûé äèïëîìàò, ïðåäñòàâëÿâøèé ñâîåãî
ãîñóäàðÿ, ïðåòåíäîâàë íà èñêëþ÷èòåëüíîñòü, îñîáîå ê ñåáå îòíîøåíèå
ïðè äâîðå ãîñóäàðñòâà, â êîòîðîì îí áûë àêêðåäèòîâàí. Âîçíèêàþùèå
ñïîðû è êîíôëèêòû ÷àñòî ðåøàëèñü ñ ïîìîùüþ äóýëåé è äðàê. Âîïðîñ
ðåãëàìåíòàöèè äåÿòåëüíîñòè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëåé áûë ðåøåí íà Âåíñêîì êîíãðåññå 1814—1815 ãã. Âåíñêèé ðåãëàìåíò, ïðèíÿòûé ïðåäñòàâèòåëÿìè Ðîññèè, Àâñòðèè, Àíãëèè, Èñïàíèè, Ïîðòóãàëèè, Ïðóññèè, Ôðàíöèè è Øâåöèè, à òàêæå Ààõåíñêèé ïðîòîêîë,
ïðèíÿòûé ëèøü ïðåäñòàâèòåëÿìè Ðîññèè, Àâñòðèè, Àíãëèè, Ïðóññèè
è Ôðàíöèè, âîøëè â ìåæäóíàðîäíóþ äèïëîìàòè÷åñêóþ ïðàêòèêó.
 XX â. íà ïîëèòè÷åñêîé êàðòå ìèðà ïîÿâèëèñü íîâûå ãîñóäàðñòâà,
èçìåíèëèñü ôîðìû è ìåòîäû äèïëîìàòè÷åñêîé äåÿòåëüíîñòè. Âñå ýòî
òðåáîâàëî âûðàáîòêè òàêîãî ìåæäóíàðîäíîãî ñîãëàøåíèÿ, êîòîðîå
îïðåäåëÿëî áû è ðåãóëèðîâàëî âñå ñòîðîíû äèïëîìàòè÷åñêèõ îòíîøåíèé ìåæäó ãîñóäàðñòâàìè. Ýòèì äîêóìåíòîì ñòàëà Âåíñêàÿ êîíâåíöèÿ
î äèïëîìàòè÷åñêèõ ñíîøåíèÿõ 1961 ã., ó÷àñòíèêîì êîòîðîé áûë è
Ñîâåòñêèé Ñîþç.
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Âåíñêàÿ êîíâåíöèÿ îïðåäåëèëà ôóíêöèè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ, ïîðÿäîê èõ àêêðåäèòîâàíèÿ, ïåðå÷åíü ïðåäîñòàâëÿåìûõ
èì äèïëîìàòè÷åñêèõ èììóíèòåòîâ è ïðèâèëåãèé. Ñîãëàñíî Âåíñêîé
êîíâåíöèè (ñò. 3) ôóíêöèè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ ñîñòîÿò â ñëåäóþùåì:
a) ïðåäñòàâèòåëüñòâî àêêðåäèòóþùåãî ãîñóäàðñòâà â ãîñóäàðñòâå
ïðåáûâàíèÿ;
b) çàùèòà â ãîñóäàðñòâå ïðåáûâàíèÿ èíòåðåñîâ àêêðåäèòóþùåãî
ãîñóäàðñòâà è åãî ãðàæäàí â ïðåäåëàõ, äîïóñêàåìûõ ìåæäóíàðîäíûì
ïðàâîì;
c) âåäåíèå ïåðåãîâîðîâ ñ ïðàâèòåëüñòâîì ãîñóäàðñòâà ïðåáûâàíèÿ;
d) âûÿñíåíèå âñåìè çàêîííûìè ñðåäñòâàìè óñëîâèé è ñîáûòèé â
ãîñóäàðñòâå ïðåáûâàíèÿ è ñîîáùåíèå î íèõ ïðàâèòåëüñòâó àêêðåäèòóþùåãî ãîñóäàðñòâà;
å) ïîîùðåíèå äðóæåñòâåííûõ îòíîøåíèé ìåæäó àêêðåäèòóþùèì
ãîñóäàðñòâîì è ãîñóäàðñòâîì ïðåáûâàíèÿ è ðàçâèòèå èõ âçàèìîîòíîøåíèé â îáëàñòè ýêîíîìèêè, êóëüòóðû è íàóêè.
Ïðàêòèêà äèïëîìàòè÷åñêèõ îòíîøåíèé âûðàáîòàëà îïðåäåëåííûé
ïîðÿäîê íàçíà÷åíèÿ ãëàâ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ, êîòîðûé áûë çàêðåïëåí Âåíñêîé êîíâåíöèåé.  ñîîòâåòñòâèè ñ ïîëîæåíèÿìè ýòîãî äîêóìåíòà ïîñëû è ïîñëàííèêè â êà÷åñòâå ãëàâ ïðåäñòàâèòåëüñòâ àêêðåäèòóþòñÿ ïðè ãëàâàõ ãîñóäàðñòâ ïðåáûâàíèÿ, à ïîâåðåííûå â äåëàõ (ïîñòîÿííûå) â òîì æå êà÷åñòâå àêêðåäèòóþòñÿ ïðè
ìèíèñòðàõ èíîñòðàííûõ äåë.
Ïåðåä íàçíà÷åíèåì ãëàâû ïðåäñòàâèòåëüñòâà àêêðåäèòóþùåå ãîñóäàðñòâî çàïðàøèâàåò ó ãîñóäàðñòâà ïðåáûâàíèÿ àãðåìàí (ñîãëàñèå) íà
êàíäèäàòóðó, íàìå÷åííóþ íà ýòîò ïîñò. Ïðè ýòîì ñîîáùàþòñÿ êðàòêèå
áèîãðàôè÷åñêèå äàííûå íîâîãî ãëàâû äèïïðåäñòàâèòåëüñòâà (èìÿ, ãîä
ðîæäåíèÿ, îáðàçîâàíèå, ñåìåéíîå ïîëîæåíèå, îáùèå ñâåäåíèÿ î ñëóæåáíîé êàðüåðå). Çàïðîñ àãðåìàíà ïðè ñìåíå ãëàâ ïðåäñòàâèòåëüñòâ
äåëàåòñÿ îáû÷íî â áåñåäå ñ ìèíèñòðîì èíîñòðàííûõ äåë ñòðàíû ïðåáûâàíèÿ èëè ëèöîì, åãî ïðåäñòàâëÿþùèì, îòúåçæàþùèì ãëàâîé ïðåäñòàâèòåëüñòâà èëè âðåìåííûì ïîâåðåííûì â äåëàõ ýòîãî ïðåäñòàâèòåëüñòâà. Îòâåò íà çàïðîñ àãðåìàíà äàåòñÿ îáû÷íî â òå÷åíèå ìåñÿöà.
Çàòÿãèâàíèå ñðîêîâ îòâåòà ìîæåò áûòü ðàñöåíåíî êàê îòêàç â àãðåìàíå.
 ñëó÷àå îòêàçà â àãðåìàíå ãîñóäàðñòâî àêêðåäèòîâàíèÿ íå îáÿçàíî
îáúÿñíÿòü åãî ïðè÷èíû, õîòÿ â äèïëîìàòè÷åñêîé ïðàêòèêå èìåëè ìåñòî ñëó÷àè ñîîáùåíèÿ ìîòèâîâ îòêàçà.
Åñëè ãëàâà ïðåäñòàâèòåëüñòâà àêêðåäèòóåòñÿ âïåðâûå, ò.å. âñëåä çà
äîñòèãíóòîé äîãîâîðåííîñòüþ îá óñòàíîâëåíèè äèïëîìàòè÷åñêèõ îò18
íîøåíèé, òî çàïðîñ àãðåìàíà ìîæåò áûòü ñäåëàí â òðåòüåé ñòðàíå
÷åðåç ïðåäñòàâèòåëÿ ñòðàíû àêêðåäèòîâàíèÿ.
Ïîëîæèòåëüíûé îòâåò íà çàïðîñ àãðåìàíà ñâèäåòåëüñòâóåò î òîì, ÷òî
ëèöî, íàçíà÷àåìîå íà ïîñò ãëàâû ïðåäñòàâèòåëüñòâà, ÿâëÿåòñÿ äëÿ ñòðàíû íàçíà÷åíèÿ «ïåðñîíîé ãðàòà» (æåëàòåëüíûì ëèöîì).  ñëó÷àå îòêàçà
â àãðåìàíå ïðåäëàãàåìûé êàíäèäàò ñ÷èòàåòñÿ «ïåðñîíîé íîí ãðàòà» (íåæåëàòåëüíûì ëèöîì). Ïîñëå ïîëó÷åíèÿ àãðåìàíà ïðîèçâîäèòñÿ íàçíà÷åíèå ãëàâû äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà ãîñóäàðñòâåííûì àêòîì
àêêðåäèòóþùåãî ãîñóäàðñòâà, î ÷åì ñîîáùàåòñÿ â ïå÷àòè.
Ïðè îòúåçäå ê ìåñòó íàçíà÷åíèÿ ãëàâà äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà (ïîñîë èëè ïîñëàííèê) ïîëó÷àåò íà ðóêè âåðèòåëüíûå ãðàìîòû, ïîäïèñàííûå ãëàâîé àêêðåäèòóþùåãî ãîñóäàðñòâà. Íàçâàíèå «âåðèòåëüíûå ãðàìîòû» â ðóññêîì çíà÷åíèè ïðîèñõîäèò îò ñëîâà «âåðèòü».
Ïðèìåðíî òî æå çíà÷åíèå èëè áëèçêîå ê íåìó èìååò ýòîò äîêóìåíò è
íà äðóãèõ ÿçûêàõ.
 ìîìåíò ïðèáûòèÿ ãëàâû äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà ê ìåñòó íàçíà÷åíèÿ åãî îáû÷íî âñòðå÷àåò ëèöî, âîçãëàâëÿþùåå ïðîòîêîëüíûé
îòäåë âíåøíåïîëèòè÷åñêîãî âåäîìñòâà, êîòîðîå ðàçúÿñíÿåò è ïðîöåäóðó
âðó÷åíèÿ âåðèòåëüíûõ ãðàìîò, òàê êàê îíà íå âåçäå îäèíàêîâà è çàâèñèò
îò íàöèîíàëüíûõ îáû÷àåâ. Íàïðèìåð, â Àíãëèè â äåíü âðó÷åíèÿ âåðèòåëüíûõ ãðàìîò çà ïîñëîì ïîñûëàåòñÿ ñïåöèàëüíàÿ ïàðàäíàÿ êàðåòà. Àíãëèéñêèì ïðîòîêîëîì â êà÷åñòâå ïàðàäíîé îäåæäû ïîñëà ïðåäóñìàòðèâàåòñÿ
ôðàê.  äðóãèõ ñòðàíàõ çà ãëàâîé äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà ïîñûëàåòñÿ ñïåöèàëüíàÿ àâòîìàøèíà. Èíîãäà ïðåäóñìàòðèâàþòñÿ èñïîëíåíèå
íàöèîíàëüíûõ ãèìíîâ è ïî÷åòíûé êàðàóë. Ïîñëå ïðîöåäóðû âðó÷åíèÿ âåðèòåëüíûõ ãðàìîò ïîñîë ñ÷èòàåòñÿ «âñòóïèâøèì â äîëæíîñòü», î ÷åì îí,
êàê ïðàâèëî, èíôîðìèðóåò ñâîèõ êîëëåã ëè÷íîé íîòîé.
Ãëàâà äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà ïðåêðàùàåò ñâîè ôóíêöèè â ñëåäóþùèõ ñëó÷àÿõ: åñëè îí îñâîáîæäàåòñÿ ñî ñâîåãî ïîñòà èëè
ïîëó÷àåò èíîå íàçíà÷åíèå; åñëè ïðàâèòåëüñòâî ñòðàíû, â êîòîðîé ïîñîë
àêêðåäèòîâàí, òðåáóåò åãî îòçûâà, ñ÷èòàÿ åãî «ïåðñîíîé íîí ãðàòà»; â
ñëó÷àå ñìåðòè ïîñëà; ïðè ïðåðûâàíèè èëè ðàçðûâå äèïëîìàòè÷åñêèõ
îòíîøåíèé, îñîáåííî âî âðåìÿ âîéíû; ïðè ïðåêðàùåíèè ñóùåñòâîâàíèÿ ãîñóäàðñòâà â êà÷åñòâå ñóáúåêòà ìåæäóíàðîäíîãî ïðàâà è ò.ä.
 ñëó÷àå îòçûâà ïîñëà (ïîñëàííèêà) ãëàâà ãîñóäàðñòâà, íàçíà÷èâøèé åãî, íàïðàâëÿåò ãëàâå ãîñóäàðñòâà, ïðè êîòîðîì îí áûë àêêðåäèòîâàí, ïèñüìî îá îòçûâå — îòçûâíóþ ãðàìîòó. Ýòîò äîêóìåíò ëèáî
âðó÷àåòñÿ ïîñëîì (ïîñëàííèêîì) ïðè ïðîùàëüíîì âèçèòå ãëàâå ãîñóäàðñòâà ïåðåä îòúåçäîì, ëèáî íîâûì ïîñëîì (ïîñëàííèêîì) ïðè âðó÷åíèè èì ñâîèõ âåðèòåëüíûõ ãðàìîò.
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Ïåðåä îòúåçäîì èç ñòðàíû ïîñîë (ïîñëàííèê) íàíîñèò ïðîùàëüíûå
âèçèòû ãëàâå ãîñóäàðñòâà è ïðàâèòåëüñòâà, ìèíèñòðó èíîñòðàííûõ äåë,
åãî çàìåñòèòåëÿì, ðóêîâîäÿùèì ðàáîòíèêàì ÌÈÄà, ñ êåì îí èìåë
ïîñòîÿííûå êîíòàêòû, ìèíèñòðàì, ðóêîâîäÿùèì äîëæíîñòíûì ëèöàì ïàðëàìåíòà è äðóãèì îôèöèàëüíûì ëèöàì. Ïîñîë (ïîñëàííèê)
òàêæå íàíîñèò ïðîùàëüíûå âèçèòû ñâîèì êîëëåãàì — îòäåëüíûì ïîñëàì è äóàéåíó (ãëàâå) äèïëîìàòè÷åñêîãî êîðïóñà. Ìèíèñòð èíîñòðàííûõ äåë èëè åãî çàìåñòèòåëü äàåò â ÷åñòü îòúåçæàþùåãî ïîñëà
çàâòðàê èëè îáåä. Ïðîùàëüíûé ïðèåì îò èìåíè âñåõ ïîñëîâ (ïîñëàííèêîâ) îáû÷íî óñòðàèâàåò è ãëàâà äèïëîìàòè÷åñêîãî êîðïóñà.
Ïåðñîíàë è ñòðóêòóðà
äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà
Ïåðñîíàë äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà
ñîñòîèò èç ãëàâû äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà, äèïëîìàòè÷åñêîãî, àäìèíèñòðàòèâíî-òåõíè÷åñêîãî è îáñëóæèâàþùåãî ïåðñîíàëà.
Âîçãëàâëÿåò ïîñîëüñòâî äèïëîìàòè÷åñêèé ïðåäñòàâèòåëü, èìåþùèé êëàññ ïîñëà (íóíöèÿ — ïðåäñòàâèòåëÿ Âàòèêàíà), à ìèññèþ —
äèïëîìàòè÷åñêèé ïðåäñòàâèòåëü, èìåþùèé êëàññ ïîñëàííèêà (èíòåðíóíöèÿ — ïðåäñòàâèòåëÿ Âàòèêàíà). Ïîñîëüñòâî èëè ìèññèþ ìîæåò âîçãëàâëÿòü âðåìåííûé ïîâåðåííûé â äåëàõ ïðè îòñóòñòâèè
àêêðåäèòîâàííîãî äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëÿ (â ñâÿçè ñ îòúåçäîì çà ïðåäåëû ñòðàíû ïðåáûâàíèÿ â îòïóñê, â êîìàíäèðîâêó, â
ñâÿçè ñ áîëåçíüþ è â äðóãèõ ñëó÷àÿõ äî ìîìåíòà âðó÷åíèÿ ãëàâå
ãîñóäàðñòâà ïðåáûâàíèÿ îòçûâíûõ ãðàìîò). Ýòî æå ïðàâèëî ñóùåñòâóåò è â ñëó÷àå íà÷àëà äåÿòåëüíîñòè âíîâü îòêðûòîãî â äàííîì
ãîñóäàðñòâå ïîñîëüñòâà (èëè ìèññèè) äî ïðèáûòèÿ äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëÿ — ïîñëà (èëè ïîñëàííèêà).
×ëåíàìè äèïëîìàòè÷åñêîãî ïåðñîíàëà ñ÷èòàþòñÿ ëèöà, èìåþùèå
äèïëîìàòè÷åñêèå ðàíãè. Ïîä ýòó êàòåãîðèþ ïîäïàäàþò ëèöà, íàçíà÷àåìûå íà äîëæíîñòü ñîâåòíèêîâ-ïîñëàííèêîâ, ñîâåòíèêîâ, ñåêðåòàðåé
è àòòàøå.
×ëåíàìè àäìèíèñòðàòèâíî-òåõíè÷åñêîãî ïåðñîíàëà ÿâëÿþòñÿ ëèöà,
îñóùåñòâëÿþùèå àäìèíèñòðàòèâíî-òåõíè÷åñêîå îáñëóæèâàíèå ïðåäñòàâèòåëüñòâà: îáû÷íî ðåôåðåíòû, çàâåäóþùèå êàíöåëÿðèåé, ñåêðåòàðè, ìàøèíèñòêè è äðóãèå ëèöà.
Ê ÷ëåíàì îáñëóæèâàþùåãî ïåðñîíàëà îòíîñÿòñÿ øîôåðû, ïîâàðà,
óáîðùèöû, ñàäîâíèêè, äâîðíèêè è ò.ä., òî åñòü ëèöà, êîòîðûå âûïîëíÿþò îáÿçàííîñòè ïî îáñëóæèâàíèþ ïðåäñòàâèòåëüñòâà.
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Êðîìå ïåðå÷èñëåííûõ êàòåãîðèé ãëàâà äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà èìååò ïðàâî ñîäåðæàòü òàê íàçûâàåìûõ «÷àñòíûõ äîìàøíèõ ðàáîòíèêîâ», ê êîòîðûì ìîãóò îòíîñèòüñÿ ëè÷íûé ñåêðåòàðü,
âðà÷, øîôåð, óáîðùèöà è äðóãèå ëèöà.
×ëåíàì ïåðñîíàëà íå òðåáóåòñÿ ïîëó÷åíèå àãðåìàíà è èì íå íàäî âðó÷àòü âåðèòåëüíûå ãðàìîòû. Èõ íàçíà÷åíèå, â îòëè÷èå îò ãëàâû äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà, ïðîèçâîäèòñÿ ïî óïðîùåííîé ñõåìå. Î ïðèáûòèè ÷ëåíîâ äèïïåðñîíàëà (ðàâíî êàê è îá îòúåçäå) ïðèíÿòî óâåäîìëÿòü
ìèíèñòåðñòâî èíîñòðàííûõ äåë ñòðàíû ïðåáûâàíèÿ âåðáàëüíîé íîòîé. Íî
ïåðåä ýòèì äëÿ íèõ çàïðàøèâàþòñÿ âúåçäíûå âèçû, è ïðèíèìàþùàÿ ñòîðîíà èìååò âîçìîæíîñòü âûðàçèòü ñâîå îòíîøåíèå ê òîìó èëè èíîìó ëèöó
ïóòåì âûäà÷è òàêîé âèçû èëè îòêàçà â íåé.
Ñòðóêòóðà äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà îïðåäåëÿåòñÿ øòàòíûìè âîçìîæíîñòÿìè àêêðåäèòóþùåé ñòðàíû è çàâèñèò îò ñòåïåíè ðàçâèòîñòè îòíîøåíèé ìåæäó íåþ è ãîñóäàðñòâîì ïðåáûâàíèÿ. Îäíàêî
ìîæíî ïåðå÷èñëèòü âîïðîñû, êîòîðûìè çàíèìàþòñÿ âñå ïîñîëüñòâà,
íåçàâèñèìî îò òîãî, êàêîå ãîñóäàðñòâî îíè ïðåäñòàâëÿþò. Ê òàêîâûì
îòíîñÿòñÿ âîïðîñû: ïîëèòè÷åñêèå, ýêîíîìè÷åñêèå, êîíñóëüñêèå, êóëüòóðíûõ ñâÿçåé, ñðåäñòâ ìàññîâîé èíôîðìàöèè, ïðîòîêîëüíûå. Îíè âõîäÿò
â êîìïåòåíöèþ ñîáñòâåííî äèïëîìàòè÷åñêîãî ïåðñîíàëà ïîñîëüñòâ.
Äèïëîìàòè÷åñêèé êîðïóñ.
Äèïëîìàòè÷åñêèå ðàíãè
Ïîíÿòèå «äèïëîìàòè÷åñêèé êîðïóñ» èñïîëüçóåòñÿ â äâóõ çíà÷åíèÿõ:
– äèïêîðïóñ â óçêîì ñìûñëå — ýòî ñîâîêóïíîñòü íåçàâèñèìûõ
äðóã îò äðóãà ãëàâ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ, îáùèìè
äëÿ êîòîðûõ ÿâëÿþòñÿ ñòðàíà ïðåáûâàíèÿ è õàðàêòåð èõ äåÿòåëüíîñòè;
– äèïêîðïóñ â øèðîêîì ñìûñëå âêëþ÷àåò âñåõ ðàáîòíèêîâ ïîñîëüñòâ
è ìèññèé, êîòîðûõ ñòðàíà ïðåáûâàíèÿ ïðèçíàåò â êà÷åñòâå äèïëîìàòè÷åñêîãî ïåðñîíàëà, à òàêæå ÷ëåíîâ èõ ñåìåé (æåí, íåñîâåðøåííîëåòíèõ äåòåé è íåçàìóæíèõ äî÷åðåé). Êðîìå òîãî, ñþäà
âõîäÿò òîðãîâûå ïðåäñòàâèòåëè (ñîâåòíèêè) è èõ çàìåñòèòåëè,
âîåííûå àòòàøå è èõ ïîìîùíèêè, ñïåöèàëüíûå ñîâåòíèêè è
àòòàøå (ïî ýêîíîìè÷åñêèì âîïðîñàì, êóëüòóðå, ñåëüñêîìó õîçÿéñòâó è ò.ä.), à òàêæå ÷ëåíû èõ ñåìåé.
Äèïëîìàòè÷åñêèé êîðïóñ íå èìååò ñòàòóñà êàêîé-ëèáî ïîëèòè÷åñêîé
îðãàíèçàöèè èëè èíîãî îðãàíà, îñíîâàííîãî íà íîðìàõ ìåæäóíàðîäíîãî
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ïðàâà. Ïðèçíàíî, ÷òî äèïëîìàòè÷åñêèé êîðïóñ íå îáëàäàåò þðèäè÷åñêèìè ïðàâàìè, íå ìîæåò âûñòóïàòü â êà÷åñòâå ïîëèòè÷åñêîé ñèëû.
Äèïëîìàòè÷åñêèé êîðïóñ â ãîñóäàðñòâå ïðåáûâàíèÿ ïîçâîëÿåò áîëåå îïåðàòèâíî ðåøàòü íåêîòîðûå ïðîòîêîëüíûå è öåðåìîíèàëüíûå
âîïðîñû, êàñàþùèåñÿ âñåõ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ, àêêðåäèòîâàííûõ â äàííîé ñòðàíå, ñïîñîáñòâóåò îáåñïå÷åíèþ èõ ñâîåâðåìåííîé èíôîðìàöèåé î òåõ èëè èíûõ àñïåêòàõ ïîëèòè÷åñêîãî êóðñà
ýòîé ñòðàíû, ïîçâîëÿåò îñóùåñòâëÿòü ïîñòîÿííûå êîíòàêòû ñ îôèöèàëüíûìè êðóãàìè è ìåæäó ïðåäñòàâèòåëüñòâàìè.
Âî ãëàâå äèïëîìàòè÷åñêîãî êîðïóñà ñòîèò äóàéåí (ñòàðøèíà). Èì
ñòàíîâèòñÿ ãëàâà äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà, êîòîðûé ðàíåå äðóãèõ ñâîèõ êîëëåã âñòóïèë â äîëæíîñòü. Âðåìÿ âñòóïëåíèÿ â
äîëæíîñòü îïðåäåëÿåòñÿ ìîìåíòîì âðó÷åíèÿ ãëàâîé äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà ñâîèõ âåðèòåëüíûõ ãðàìîò. Äóàéåíîì ìîæåò áûòü
òîëüêî äèïëîìàòè÷åñêèé ïðåäñòàâèòåëü âûñøåãî êëàññà — ïîñîë (ïàïñêèé íóíöèé).  íåêîòîðûõ ñòðàíàõ, îáû÷íî êàòîëè÷åñêèõ, â ñîîòâåòñòâèè ñ óñòàíîâèâøèìñÿ îáû÷àåì, ïàïñêèé íóíöèé ñòàíîâèòñÿ äóàéåíîì íåçàâèñèìî îò âðåìåíè åãî àêêðåäèòîâàíèÿ. Äóàéåí — äîëæíîñòü ïî÷åòíàÿ, íî êàêèõ-ëèáî ïðàâ ïî îòíîøåíèþ ê äðóãèì ÷ëåíàì
âîçãëàâëÿåìîãî èì äèïëîìàòè÷åñêîãî êîðïóñà îí íå èìååò. Óêàçàíèÿ,
èñõîäÿùèå ëè÷íî îò íåãî, íå ÿâëÿþòñÿ îáÿçàòåëüíûìè, è êàæäûé
äèïëîìàòè÷åñêèé ïðåäñòàâèòåëü âïðàâå îòíåñòèñü ê âûñêàçûâàíèÿì
äóàéåíà èñõîäÿ èç ñîáñòâåííûõ ñîîáðàæåíèé èëè èìåþùèõñÿ èíñòðóêöèé îò ñâîåãî ïðàâèòåëüñòâà. Äóàéåí âûïîëíÿåò íåêîòîðûå ïðîòîêîëüíûå è îðãàíèçàöèîííûå ôóíêöèè. Â öåëÿõ âûðàáîòêè îáùåé
ïîçèöèè â äèïêîðïóñå îí ïåðèîäè÷åñêè îðãàíèçóåò ñ ãëàâàìè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ êîíñóëüòàòèâíûå ñîâåùàíèÿ, êîòîðûå
íîñÿò íåîôèöèàëüíûé õàðàêòåð è ïðîâîäÿòñÿ âî âðåìÿ çàâòðàêà èëè
îáåäà. Äóàéåí îò èìåíè äèïêîðïóñà óñòðàèâàåò ïðèåìû ïî ñëó÷àþ
îòúåçäà èëè ïðèåçäà îäíîãî èç åãî ÷ëåíîâ. Âñå ýòè ìåðîïðèÿòèÿ ïðîâîäÿòñÿ çà ñ÷åò âçíîñîâ äèïïðåäñòàâèòåëüñòâ. Êðîìå òîãî, ñîáèðàåìûå
ñðåäñòâà ðàñõîäóþòñÿ íà íåêîòîðûå äðóãèå öåëè, íàïðèìåð íà ïðèîáðåòåíèå ïîäàðêîâ äëÿ îòáûâàþùåãî äèïëîìàòà — ãëàâû ïðåäñòàâèòåëüñòâà èëè âåíêîâ, âîçëàãàåìûõ îò èìåíè äèïêîðïóñà, è ò.ï. Ñáîðîì
âçíîñîâ â êàññó äèïêîðïóñà âåäàåò êàçíà÷åé, èçáèðàåìûé èç ÷èñëà
ãëàâ ïðåäñòàâèòåëüñòâ. Ïåðèîäè÷åñêè îí îò÷èòûâàåòñÿ ïåðåä äèïêîðïóñîì ïî âîïðîñàì ðàñõîäîâàíèÿ ñðåäñòâ.
Îò èìåíè äèïêîðïóñà äóàéåí ÷àñòî âûñòóïàåò íà òîðæåñòâåííûõ öåðåìîíèÿõ â ñòðàíå ïðåáûâàíèÿ, ïîçäðàâëÿåò èëè âûðàæàåò ñîáîëåçíîâàíèÿ îôèöèàëüíûì ëèöàì.  ñëó÷àå íåîáõîäèìîñòè äóàéåí âïðàâå ïðåä22
ïðèíÿòü øàãè â çàùèòó èíòåðåñîâ äèïêîðïóñà èëè åãî ÷ëåíîâ, åñëè,
íàïðèìåð, óñìîòðèò â äåéñòâèÿõ ìåñòíîãî ïðîòîêîëà óùåìëåíèå èõ ïðèâèëåãèé èëè íàðóøåíèå íîðì è ïðàâèë äèïëîìàòè÷åñêîãî ýòèêåòà.
Äèïëîìàòè÷åñêèå ðàíãè — ýòî îñîáûå ñëóæåáíûå çâàíèÿ, ïðèñâàèâàåìûå äèïëîìàòè÷åñêîìó ïåðñîíàëó âåäîìñòâà èíîñòðàííûõ äåë è
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ çà ãðàíèöåé.
Ïðèñâîåíèå ëè÷íîãî äèïëîìàòè÷åñêîãî ðàíãà ïðèçâàíî ñòèìóëèðîâàòü ïðîôåññèîíàëüíûé ðîñò äèïëîìàòè÷åñêîãî ðàáîòíèêà, ðàçâèâàòü
åãî ïðîôåññèîíàëüíûå êà÷åñòâà. Íàëè÷èå òîãî èëè èíîãî ëè÷íîãî ðàíãà õàðàêòåðèçóåò åãî îïûò êàê äèïëîìàòà, ñïîñîáíîñòè è óðîâåíü ïðèîáðåòåííûõ çíàíèé. Êðîìå òîãî, ëèöà, èìåþùèå äèïëîìàòè÷åñêèå ðàíãè
è ðàáîòàþùèå â ñèñòåìå ÌÈÄà, ïîëó÷àþò äåíåæíûå íàäáàâêè ê óñòàíîâëåííûì äîëæíîñòíûì îêëàäàì â ñîîòâåòñòâèè ñ ðàíãîì.  êà÷åñòâå
èñêëþ÷åíèÿ äèïëîìàòè÷åñêèé ðàíã ìîæåò áûòü ïðèñâîåí ëèöàì, íå
ðàáîòàþùèì íåïîñðåäñòâåííî â öåíòðàëüíîì àïïàðàòå èëè â çàãðàíè÷íûõ ó÷ðåæäåíèÿõ ÌÈÄà, íî èìåþùèì çíà÷èòåëüíûå çàñëóãè â îáëàñòè âíåøíåé ïîëèòèêè è äèïëîìàòèè.
Äåéñòâóþùåå â íàñòîÿùåå âðåìÿ â Ðîññèè ðàñïèñàíèå øòàòíûõ
äîëæíîñòåé è äèïëîìàòè÷åñêèõ ðàíãîâ äîñòàëîñü íàì â íàñëåäñòâî îò
ÌÈÄà ÑÑÑÐ è íå ïðåòåðïåëî êàêèõ-ëèáî ñóùåñòâåííûõ èçìåíåíèé.
Îíî ôîðìèðîâàëîñü â õîäå ñòàíîâëåíèÿ ñîâåòñêîé äèïëîìàòèè.
Äèïëîìàòè÷åñêèå ïðèâèëåãèè è èììóíèòåòû
Äèïëîìàòè÷åñêèå ïðèâèëåãèè è èììóíèòåòû ïðåäñòàâëÿþò ñîáîé òå îñîáûå ïðàâà è ïðåèìóùåñòâà, êîòîðûå ïðåäîñòàâëÿþòñÿ èíîñòðàííûì äèïëîìàòàì è äèïëîìàòè÷åñêèì ïðåäñòàâèòåëüñòâàì â ãîñóäàðñòâàõ ïðåáûâàíèÿ äëÿ ýôôåêòèâíîãî âûïîëíåíèÿ âîçëîæåííûõ íà íèõ ïîëíîìî÷èé. Èììóíèòåò (îò ëàò. immunitus —
îñâîáîæäåíèå, èçáàâëåíèå îò ÷åãî-ëèáî) — ýòî èçúÿòèå èç-ïîä àäìèíèñòðàòèâíîé, óãîëîâíîé è ãðàæäàíñêîé þðèñäèêöèè ãîñóäàðñòâà ïðåáûâàíèÿ. Ïðèâèëåãèè — ýòî ëüãîòû, ïðåèìóùåñòâà, êîòîðûå ðÿäîâûì
èíîñòðàíöàì íå ïðåäîñòàâëÿþòñÿ. Ãîñóäàðñòâî, ïðåäîñòàâëÿÿ èíîñòðàííûì äèïëîìàòàì îñîáûå ïðàâà è îñâîáîæäàÿ èõ îò ñâîåé þðèñäèêöèè, ñ÷èòàåò èõ «àáñîëþòíî ñâîáîäíûìè» â âûïîëíåíèè ïîðó÷åííîé
ìèññèè. Ýòîò ïðèíöèï ÿâëÿåòñÿ ïðîèçâîäíûì ñóâåðåííîãî õàðàêòåðà
ãîñóäàðñòâ è èõ ðàâíîïðàâèÿ êàê ñóáúåêòîâ ìåæäóíàðîäíîãî ïðàâà.
Ïðèâèëåãèè è èììóíèòåòû ñêëàäûâàëèñü íà ïðîòÿæåíèè âñåãî èñòîðè÷åñêîãî ïåðèîäà ðàçâèòèÿ äèïëîìàòè÷åñêèõ èíñòèòóòîâ ñ ó÷åòîì
òðàäèöèé è îáû÷àåâ, ñóùåñòâóþùèõ â ðàçëè÷íûõ ñòðàíàõ. Èçâåñòíî,
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÷òî ñâÿùåííûå çàêîíû Äðåâíåé Èíäèè («Çàêîíû Ìàíó») çàïðåùàëè
ïîä ñòðàõîì ñìåðòè ïîäíèìàòü ðóêó íà ïîñëà, òàê êàê « ïîñëû, â ñèëó
ñâîåé ìèññèè, îò êîòîðîé çàâèñÿò ìèð è âîéíà, íàõîäèëèñü ïîä áîæåñòâåííûì ïîêðîâèòåëüñòâîì, à ïîòîìó ïîäíèìàþùèé ðóêó íà ïîñëà
èäåò ê ãèáåëè è óíè÷òîæåíèþ». Â Äðåâíåé Ãðåöèè è Äðåâíåì Ðèìå
ëè÷íîñòü ïîñëà ñ÷èòàëàñü ñâÿùåííîé è íåïðèêîñíîâåííîé. Íàðóøåíèå
ïîñîëüñêîãî èììóíèòåòà âîñïðèíèìàëîñü êàê ãðóáåéøåå íàðóøåíèå
òàê íàçûâàåìîãî «ïðàâà íàðîäîâ», êàê â òå âðåìåíà â Ðèìå èìåíîâàëîñü ìåæäóíàðîäíîå ïðàâî. «Åñëè êòî-ëèáî íàíåñåò óùåðá ïîñëó âðàæäåáíîé ñòðàíû (!), ýòî äîëæíî ðàññìàòðèâàòüñÿ êàê íàðóøåíèå ïðàâà
íàðîäîâ, âñå ïîñëû ïðèçíàþòñÿ ñâÿùåííûìè îñîáàìè», — òàê òðàêòîâàëñÿ ïîñîëüñêèé èììóíèòåò ðèìñêèìè ïðàâîâåäàìè.
 íàøå âðåìÿ ïðèâèëåãèè è èììóíèòåòû, êîòîðûìè ïîëüçóþòñÿ äèïëîìàòè÷åñêèå ïðåäñòàâèòåëüñòâà, èõ ãëàâû è ñîòðóäíèêè, ðåãóëèðóþòñÿ
êàê äâóñòîðîííèìè ñîãëàøåíèÿìè, òàê è ìíîãîñòîðîííèìè êîíâåíöèÿìè. Íàèáîëåå ïîëíî îíè ïðåäñòàâëåíû â Âåíñêîé êîíâåíöèè î äèïëîìàòè÷åñêèõ ñíîøåíèÿõ 1961 ã., êîòîðóþ ïîäïèñàëè áîëåå 140 ãîñóäàðñòâ.
 íåêîòîðûõ èç íèõ Âåíñêàÿ êîíâåíöèÿ âîøëà â íàöèîíàëüíûå çàêîíîäàòåëüñòâà, à ìíîãèå ñòðàíû ïðèíÿëè ñïåöèàëüíûå çàêîíû.
Äèïëîìàòè÷åñêèìè èììóíèòåòàìè è ïðèâèëåãèÿìè îáëàäàåò äèïëîìàòè÷åñêèé ïåðñîíàë: ãëàâû äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ (ïîñëû, ïîâåðåííûå â äåëàõ, âðåìåííûå ïîâåðåííûå â äåëàõ), ïîñëàííèêè, ñîâåòíèêè, ïåðâûå, âòîðûå è òðåòüè ñåêðåòàðè, àòòàøå, ñåêðåòàðè-àðõèâèñòû, à òàêæå òîðãîâûå ïðåäñòàâèòåëè, èõ çàìåñòèòåëè, òîðãîâûå
ñîâåòíèêè (àòòàøå), àòòàøå ïî âîïðîñàì îáîðîíû è èõ ïîìîùíèêè,
ñïåöèàëüíûå àòòàøå (ïî âîïðîñàì íàóêè, êóëüòóðû, ñåëüñêîãî õîçÿéñòâà, ïðåññ-àòòàøå). Îíè ðàñïðîñòðàíÿþòñÿ òàêæå è íà ÷ëåíîâ ñåìåé
äèïëîìàòè÷åñêèõ ðàáîòíèêîâ, ïðîæèâàþùèõ ñ íèìè.
Äëÿ ïîäòâåðæäåíèÿ ïðèíàäëåæíîñòè ê äèïëîìàòè÷åñêîìó ïåðñîíàëó äèïëîìàòàì è ÷ëåíàì èõ ñåìåé ñëóæáà ãîñóäàðñòâåííîãî ïðîòîêîëà
ÌÈÄà âûäàåò äèïëîìàòè÷åñêèå êàðòî÷êè.  ýòîì äîêóìåíòå èìååòñÿ
çàïèñü î òîì, ÷òî åãî âëàäåëåö ïîëüçóåòñÿ âñåìè ïðèâèëåãèÿìè è
èììóíèòåòàìè. Îñíîâàíèåì äëÿ âûäà÷è äèïëîìàòè÷åñêîé êàðòî÷êè
ñëóæèò äèïëîìàòè÷åñêèé ïàñïîðò, ãäå óêàçàí äèïëîìàòè÷åñêèé ðàíã
ñîòðóäíèêà äèïïðåäñòàâèòåëüñòâà.
Âåíñêàÿ êîíâåíöèÿ óñòàíàâëèâàåò äâå êàòåãîðèè ïðèâèëåãèé è èììóíèòåòîâ: îòíîñÿùèåñÿ ê äèïëîìàòè÷åñêîìó ïðåäñòàâèòåëüñòâó êàê òàêîâîìó è ëè÷íûå, ò.å. ïðèíàäëåæàùèå ãëàâàì è ïåðñîíàëó ïðåäñòàâèòåëüñòâà.
Ê ïåðâîé êàòåãîðèè èììóíèòåòîâ îòíîñèòñÿ íåïðèêîñíîâåííîñòü ïîìåùåíèé ïðåäñòàâèòåëüñòâà. Âëàñòè ãîñóäàðñòâà ïðåáûâàíèÿ íå ìîãóò
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âñòóïàòü â íèõ èíà÷å êàê ñ ñîãëàñèÿ ãëàâû ïðåäñòàâèòåëüñòâà. Ïîä ïîìåùåíèåì ïðåäñòàâèòåëüñòâà ïîíèìàþòñÿ çäàíèÿ èëè ÷àñòü çäàíèé, èñïîëüçóåìûå äëÿ öåëåé ïðåäñòàâèòåëüñòâà, âêëþ÷àÿ ðåçèäåíöèþ åå ãëàâû è ïðèëåãàþùèé çåìåëüíûé ó÷àñòîê. Íà ãîñóäàðñòâå ïðåáûâàíèÿ ëåæèò ñïåöèàëüíàÿ îáÿçàííîñòü ïðèíèìàòü íàäëåæàùèå ìåðû çàùèòû
ïîìåùåíèé ïðåäñòàâèòåëüñòâà îò âñÿêîãî âòîðæåíèÿ, íàíåñåíèÿ óùåðáà è äëÿ ïðåäîòâðàùåíèÿ íàðóøåíèÿ ñïîêîéñòâèÿ ðàáîòíèêîâ ïîñîëüñòâà. Ïðåäìåòû îáñòàíîâêè è äðóãîå íàõîäÿùååñÿ â ïîìåùåíèÿõ èìóùåñòâî, à òàêæå ñðåäñòâà ïåðåäâèæåíèÿ ïîëüçóþòñÿ èììóíèòåòîì îò îáûñêà,
ðåêâèçèöèè, àðåñòà è èñïîëíèòåëüíûõ äåéñòâèé. Íåïðèêîñíîâåííîé
ñ÷èòàåòñÿ òàêæå îôèöèàëüíàÿ êîððåñïîíäåíöèÿ ïðåäñòàâèòåëüñòâà, à
äèïëîìàòè÷åñêàÿ ïî÷òà íå ïîäëåæèò íè âñêðûòèþ, íè çàäåðæàíèþ.
 Âåíñêîé êîíâåíöèè ïîäòâåðæäåíà ìåæäóíàðîäíàÿ ïðàêòèêà îñâîáîæäåíèÿ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ îò âñåõ ãîñóäàðñòâåííûõ, ðàéîííûõ è ìóíèöèïàëüíûõ íàëîãîâ, ñáîðîâ è ïîøëèí, êðîìå
ïëàòû çà êîíêðåòíûå âèäû îáñëóæèâàíèÿ (ýëåêòðîýíåðãèþ, ãàç, âîäó,
òåëåôîí è ò.ä.) — òàê íàçûâàåìûé ôèñêàëüíûé èììóíèòåò.
Êðîìå òîãî, Êîíâåíöèÿ 1961 ã. ïðåäîñòàâëÿåò ïðåäñòàâèòåëüñòâàì
íåñêîëüêî ïðèâèëåãèé. Òàìîæåííûå ïðèâèëåãèè ðàçðåøàþò ãîñóäàðñòâó ïðåáûâàíèÿ áåñïîøëèííî ââîçèòü ïðåäìåòû, ïðåäíàçíà÷åííûå
äëÿ îôèöèàëüíîãî èñïîëüçîâàíèÿ â ïðåäñòàâèòåëüñòâå. Åùå îäíîé ïðèâèëåãèåé ÿâëÿåòñÿ ïðàâî ïîëüçîâàíèÿ ôëàãîì è ýìáëåìîé àêêðåäèòóþùåãî ãîñóäàðñòâà íà ïîìåùåíèÿõ ïðåäñòàâèòåëüñòâà, âêëþ÷àÿ ðåçèäåíöèþ ãëàâû ïðåäñòàâèòåëüñòâà, à òàêæå íà ñðåäñòâàõ ïåðåäâèæåíèÿ.
Êî âòîðîé êàòåãîðèè îòíîñÿòñÿ ëè÷íûå èììóíèòåòû è ïðèâèëåãèè.
Ïåðâûì ñðåäè èììóíèòåòîâ íàçûâàåòñÿ ëè÷íàÿ íåïðèêîñíîâåííîñòü
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëåé. Ãëàâà ïðåäñòàâèòåëüñòâà è ÷ëåíû
äèïëîìàòè÷åñêîãî ïåðñîíàëà íå ïîäëåæàò àðåñòó èëè çàäåðæàíèþ â
êàêîé áû òî íè áûëî ôîðìå, à ãîñóäàðñòâî ïðåáûâàíèÿ îáÿçàíî îòíîñèòüñÿ ê íåìó ñ äîëæíûì óâàæåíèåì è ïðèíèìàòü âñå íàäëåæàùèå
ìåðû äëÿ ïðåäóïðåæäåíèÿ êàêèõ-ëèáî ïîñÿãàòåëüñòâ íà åãî ëè÷íîñòü,
ñâîáîäó èëè äîñòîèíñòâî.
×àñòíàÿ ðåçèäåíöèÿ äèïëîìàòà ïîëüçóåòñÿ òîé æå íåïðèêîñíîâåííîñòüþ è çàùèòîé, ÷òî è ïîìåùåíèÿ ïðåäñòàâèòåëüñòâà. Ýòî æå îòíîñèòñÿ è ê áóìàãàì, êîððåñïîíäåíöèè, èìóùåñòâó è ñðåäñòâàì ïåðåäâèæåíèÿ.
Äèïëîìàòû ïîëüçóþòñÿ èììóíèòåòîì îò óãîëîâíîé þðèñäèêöèè
ãîñóäàðñòâà ïðåáûâàíèÿ. Åñëè â ñëåäñòâåííûå è ñóäåáíûå îðãàíû ýòîé
ñòðàíû ïîñòóïàþò òðåáîâàíèÿ î ïðîèçâîäñòâå ñëåäñòâèÿ è ñóäà â îòíîøåíèè äèïëîìàòîâ, òî òàêèå äåëà äîëæíû áûòü ïðèçíàíû íåïîäñóäíûìè.
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Èììóíèòåò îò óãîëîâíîé þðèñäèêöèè îáåñïå÷èâàåòñÿ äèïëîìàòó
äëÿ îñóùåñòâëåíèÿ ôóíêöèé äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà.
Ïîýòîìó îò íåãî ìîæåò îòêàçûâàòüñÿ òîëüêî ïðàâèòåëüñòâî ñòðàíû
íàçíà÷åíèÿ.
Äèïëîìàòû ïîëüçóþòñÿ òàêæå èììóíèòåòîì îò ãðàæäàíñêîé þðèñäèêöèè, êðîìå ñëó÷àåâ îòíîñèòåëüíî:
1) âåùíûõ èñêîâ ïî ÷àñòíîìó íåäâèæèìîìó èìóùåñòâó, íàõîäÿùåìóñÿ íà òåððèòîðèè ãîñóäàðñòâà ïðåáûâàíèÿ;
2) èñêîâ, êîòîðûå îòíîñÿòñÿ ê ëþáîé äåÿòåëüíîñòè, îñóùåñòâëÿåìîé ÷åðåç ÷àñòíîå ëèöî;
3) èñêîâ, êîòîðûå îòíîñÿòñÿ ê ëþáîé äåÿòåëüíîñòè, îñóùåñòâëÿåìîé äèïëîìàòîì â ãîñóäàðñòâå ïðåáûâàíèÿ çà ïðåäåëàìè ñâîèõ îôèöèàëüíûõ ôóíêöèé.
Äèïëîìàòû íå îáÿçàíû äàâàòü ïîêàçàíèÿ â êà÷åñòâå ñâèäåòåëåé, íî
ìîãóò ýòî äåëàòü, åñëè ñàìè òîãî ïîæåëàþò. Îíè ïîëüçóþòñÿ òàêæå èììóíèòåòîì îò àäìèíèñòðàòèâíîé þðèñäèêöèè, èõ íåëüçÿ îøòðàôîâàòü
èëè ïîäâåðãíóòü êàêîìó-ëèáî èíîìó àäìèíèñòðàòèâíîìó âçûñêàíèþ.
 ñëó÷àå àâòîìîáèëüíîãî èíöèäåíòà ïî âèíå äèïëîìàòà, â ðåçóëüòàòå êîòîðîãî ïðè÷èíåí çíà÷èòåëüíûé ìàòåðèàëüíûé óùåðá, ïðîòèâ
äèïëîìàòà íåëüçÿ âîçáóäèòü äåëî î âçûñêàíèè óáûòêîâ â ñóäå.  ñîîòâåòñòâèè ñ äèïëîìàòè÷åñêèìè ïðèâèëåãèÿìè äèïëîìàòè÷åñêèå ñîòðóäíèêè îñâîáîæäàþòñÿ îò âñåõ íàëîãîâ, ñáîðîâ è ïîøëèí, çà èñêëþ÷åíèåì êîñâåííûõ íàëîãîâ, îáû÷íî âêëþ÷àåìûõ â öåíó òîâàðîâ è îáñëóæèâàíèÿ; ñáîðîâ è íàëîãîâ çà ÷àñòíîå íåäâèæèìîå èìóùåñòâî;
íàëîãîâ íà íàñëåäñòâî, íà ÷àñòíûé äîõîä, èñòî÷íèê êîòîðîãî íàõîäèòñÿ â ñòðàíå ïðåáûâàíèÿ; óïëàòû çà êîíêðåòíûå âèäû îáñëóæèâàíèÿ; ðåãèñòðàöèîííûõ è èíûõ ïîøëèí è ñáîðîâ â îòíîøåíèè íåäâèæèìîãî èìóùåñòâà. Äèïëîìàòè÷åñêèå ñîòðóäíèêè îñâîáîæäàþòñÿ îò
âñåõ òðóäîâûõ è ãîñóäàðñòâåííûõ ïîâèííîñòåé íåçàâèñèìî îò èõ õàðàêòåðà, à òàêæå îò âîåííûõ ïîâèííîñòåé, òàêèõ êàê ðåêâèçèöèÿ,
êîíòðèáóöèÿ è âîåííûé ïîñòîé.
Êîíå÷íî, ïðèâèëåãèè è èììóíèòåòû, ïðåäîñòàâëÿåìûå äèïëîìàòó, íå îñâîáîæäàþò åãî îò îáÿçàííîñòè óâàæàòü çàêîíû è ïîñòàíîâëåíèÿ ñòðàíû ïðåáûâàíèÿ, îí íå èìååò ïðàâà âìåøèâàòüñÿ â åå âíóòðåííèå äåëà. Íàðóøåíèå ýòîãî òðåáîâàíèÿ ìîæåò ïðèâåñòè ê îáúÿâëåíèþ
äèïëîìàòà «ïåðñîíîé íîí ãðàòà».
Îäíîé èç ïðèâèëåãèé äèïëîìàòè÷åñêèõ ñîòðóäíèêîâ ïðåäñòàâèòåëüñòâ ÿâëÿåòñÿ âîçìîæíîñòü ñâîáîäíîãî ïåðåäâèæåíèÿ ïî òåððèòîðèè ñòðàíû ïðåáûâàíèÿ. Èñêëþ÷åíèå ñîñòàâëÿåò âúåçä â çîíû, êîòîðûå îáîçíà÷åíû êàê çàïðåòíûå ïî ñîîáðàæåíèÿì áåçîïàñíîñòè.
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Ãëàâà 4.
ÎÑÍÎÂÍÛÅ ÔÎÐÌÛ È ÌÅÒÎÄÛ
ÐÀÁÎÒÛ ÄÈÏËÎÌÀÒÈ×ÅÑÊÈÕ
ÏÐÅÄÑÒÀÂÈÒÅËÜÑÒÂ
Èíôîðìàöèîííàÿ äåÿòåëüíîñòü äèïëîìàòà
â ñòðàíå ïðåáûâàíèÿ
Îäíîé èç ñàìûõ âàæíûõ ôîðì ðàáîòû ñîòðóäíèêîâ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ ÿâëÿåòñÿ èíôîðìàöèîííàÿ äåÿòåëüíîñòü â ñòðàíå ïðåáûâàíèÿ, êîòîðóþ óñëîâíî ìîæíî ðàçäåëèòü
íà äâå ñîñòàâëÿþùèå:
à) ñáîð, àíàëèç è ïåðåäà÷à èíôîðìàöèè ñâîåìó ïðàâèòåëüñòâó;
á) ðàçúÿñíåíèå ïîçèöèè ñâîåãî ãîñóäàðñòâà ïî òîìó èëè èíîìó
âîïðîñó.
Ðàññìîòðèì ýòè íàïðàâëåíèÿ äåÿòåëüíîñòè äèïëîìàòîâ áîëåå äåòàëüíî.
Ñáîð, àíàëèç è ïåðåäà÷à èíôîðìàöèè ñâîåìó ïðàâèòåëüñòâó. Âåíñêàÿ
êîíâåíöèÿ î äèïëîìàòè÷åñêèõ ñíîøåíèÿõ óêàçûâàåò, ÷òî âûÿñíåíèå
«âñåìè çàêîííûìè ñðåäñòâàìè óñëîâèé è ñîáûòèé â ãîñóäàðñòâå ïðåáûâàíèÿ è ñîîáùåíèå î íèõ ïðàâèòåëüñòâó àêêðåäèòóþùåãî ãîñóäàðñòâà»
ÿâëÿåòñÿ îäíîé èç ôóíêöèé äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà. Ðàáîòà â ýòîì íàïðàâëåíèè îòëè÷àåòñÿ áîëüøèì ðàçíîîáðàçèåì. Èñòî÷íèêàìè ïîëó÷åíèÿ èíôîðìàöèè ÿâëÿþòñÿ áåñåäû, ñðåäñòâà ìàññîâîé èíôîðìàöèè, ñîáñòâåííûå íàáëþäåíèÿ äèïëîìàòîâ. Çàäà÷à äèïëîìàòà ñîñòîèò â òîì, ÷òîáû ãëóáîêî èçó÷èòü, ïðîàíàëèçèðîâàòü ñîáûòèÿ, ÿâëåíèÿ,
ôàêòû îáùåñòâåííî-ïîëèòè÷åñêîé æèçíè ñòðàíû è îáúåêòèâíî ïðîèíôîðìèðîâàòü î íèõ ñâîå ïðàâèòåëüñòâî. Èíîãäà óæå íà ýòàïå àíàëèçà è
îáîáùåíèÿ äåëàþòñÿ ïðåäëîæåíèÿ î êàêèõ-ëèáî äèïëîìàòè÷åñêèõ àêöèÿõ.
Îñíîâíûìè äîêóìåíòàìè, â êîòîðûõ ñîäåðæèòñÿ ïåðåäàâàåìàÿ èíôîðìàöèÿ, ÿâëÿþòñÿ øèôðîãðàììû, çàïèñè áåñåä, îáçîðû ïðåññû, êðàòêèå èíôîðìàöèè, ñïðàâêè, çàïèñêè, îò÷åòû, àííîòàöèè è ïåðåâîäû
âñåâîçìîæíûõ ìàòåðèàëîâ è ò.ä. Íàèáîëåå ñðî÷íàÿ èíôîðìàöèÿ ïåðåäàåòñÿ ïî êàíàëàì ýëåêòðîííîé ñâÿçè, à èíôîðìàöèÿ îáîáùàþùåãî è
àíàëèòè÷åñêîãî õàðàêòåðà íàïðàâëÿåòñÿ äèïïî÷òîé.
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Áåñåäà äèïëîìàòà — âàæíåéøèé èñòî÷íèê êàê ïîëó÷åíèÿ èíôîðìàöèè, òàê è ðàçúÿñíåíèÿ ïîëèòèêè ñâîåãî ïðàâèòåëüñòâà. Ïî èòîãàì
áåñåä ñîñòàâëÿþòñÿ çàïèñè.
 äåÿòåëüíîñòè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ îñîáîå ìåñòî
çàíèìàþò ïðåññ-áðèôèíãè è ïðåññ-êîíôåðåíöèè.
Ïðåññ-áðèôèíãè ïðîâîäÿòñÿ ðåãóëÿðíî â ñïåöèàëüíî óñòàíîâëåííûå äíè è ÷àñû. Íà íèõ äèïëîìàòû êðàòêî èíôîðìèðóþò îáùåñòâåííîñòü î ïðîèñøåäøèõ ñîáûòèÿõ, à òàêæå î ïîçèöèè ñâîåãî ïðàâèòåëüñòâà ïî òîìó èëè èíîìó âîïðîñó è ò.ä.
Ïðåññ-êîíôåðåíöèè ôàêòè÷åñêè âñåãäà ÿâëÿþòñÿ èòîãîâûì ìåðîïðèÿòèåì ïåðåãîâîðîâ.  îòëè÷èå îò ïðåññ-áðèôèíãîâ íà íèõ íå
òîëüêî èçëàãàåòñÿ ñâîå âèäåíèå ïðîáëåìû, íî òàêæå äàþòñÿ îòâåòû
íà âîïðîñû æóðíàëèñòîâ è ïðåäñòàâèòåëåé îáùåñòâåííîñòè. Ïðàêòèêóåòñÿ ðàçäà÷à ïðèñóòñòâóþùèì èíôîðìàöèîííûõ è èëëþñòðàòèâíûõ ìàòåðèàëîâ.
Òðàäèöèîííûì â èíôîðìàöèîííî-ðàçúÿñíèòåëüíîé ðàáîòå äèïëîìàòîâ â ñòðàíå ïðåáûâàíèÿ ÿâëÿåòñÿ âûïóñê è íàïðàâëåíèå â ÌÈÄ, äèïïðåäñòàâèòåëüñòâà äðóãèõ ñòðàí, ðåäàêöèè êðóïíåéøèõ ãàçåò ïðåññ-áþëëåòåíåé è ïðåññ-ðåëèçîâ.  íèõ îáû÷íî ïóáëèêóþòñÿ ñòðîãî îôèöèàëüíûå ñîîáùåíèÿ, òåêñòû íåêîòîðûõ äîêóìåíòîâ.
Áîëüøîå çíà÷åíèå èìåþò òàêæå äåëîâûå êîíòàêòû ñ ðåäàêöèÿìè
ñîëèäíûõ ãàçåò, æóðíàëîâ, ðàäèî, òåëåâèäåíèÿ, ÷òî ïîçâîëÿåò ïóáëèêîâàòü ìàòåðèàëû, âûñòóïàòü ïåðåä ðàäèî- è òåëåàóäèòîðèåé ñ ñîîáùåíèÿìè î âíóòðèïîëèòè÷åñêîé æèçíè ñâîåé ñòðàíû.
Çíàêîìñòâó îáùåñòâåííîñòè ñî ñòðàíîé, êîòîðóþ ïðåäñòàâëÿåò äèïëîìàò, ñïîñîáñòâóåò îðãàíèçàöèÿ êíèæíûõ è õóäîæåñòâåííûõ âûñòàâîê, à òàêæå óñòàíîâêà ó çäàíèÿ ïîñîëüñòâà, ñ ðàçðåøåíèÿ ìåñòíûõ
âëàñòåé, ñïåöèàëüíûõ ôîòîâèòðèí.
Äîêóìåíòû äèïëîìàòè÷åñêîé ïåðåïèñêè
Âåäóùåå ìåñòî â ïîâñåäíåâíîé ðóòèííîé ðàáîòå
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ çàíèìàåò ïåðåïèñêà ìåæäó âåäîìñòâîì âíåøíèõ ñíîøåíèé ñòðàíû ïðåáûâàíèÿ è äèïêîðïóñîì, ìåæäó
ñîòðóäíèêàìè äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ.
 çàâèñèìîñòè îò ñîäåðæàíèÿ è òåõíè÷åñêîãî îôîðìëåíèÿ ñóùåñòâóþò ñëåäóþùèå âèäû äîêóìåíòîâ: âåðáàëüíàÿ, öèðêóëÿðíàÿ è ëè÷íàÿ íîòû, ìåìîðàíäóì, ïàìÿòíàÿ çàïèñêà, ëè÷íîå ïèñüìî.
Íàèáîëåå ðàñïðîñòðàíåííûì âèäîì òàêîãî ðîäà äîêóìåíòîâ ÿâëÿåòñÿ âåðáàëüíàÿ íîòà (ëàò. verbalis — óñòíûé, ñëîâåñíûé), ò.å. ñîîáùåíèå,
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ïðèðàâíåííîå ê óñòíîìó. Îíà íàïðàâëÿåòñÿ ïî âîïðîñàì òåêóùåãî
õàðàêòåðà (íàïðèìåð, ïî ñëó÷àþ ïðèáûòèÿ íîâîãî ñîòðóäíèêà äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà, èíîñòðàííîé äåëåãàöèè) êàê ðåàêöèÿ
íà òî èëè èíîå ñîáûòèå è ò.ä. Âåðáàëüíîé íîòîé ìîæåò áûòü îôîðìëåíî ìåæäóíàðîäíîå ñîãëàøåíèå. Ïåðåïèñêà ìåæäó ïðàâèòåëüñòâàìè
ïî îñîáî âàæíûì ìåæäóíàðîäíûì âîïðîñàì òàêæå ìîæåò îñóùåñòâëÿòüñÿ â ôîðìå âåðáàëüíûõ íîò. Èíûìè ñëîâàìè, ïî ñîäåðæàíèþ âåðáàëüíàÿ íîòà îõâàòûâàåò âåñüìà øèðîêèé ñïåêòð ðàçíîîáðàçíûõ ïðîáëåì, âûáîð êîòîðûõ îïðåäåëÿåòñÿ òðàäèöèÿìè è ïðàêòèêîé ñòðàíû
ïðåáûâàíèÿ.
Îôîðìëåíèå òðåáóåò ñîáëþäåíèÿ îïðåäåëåííûõ ïðàâèë. Òàê, òåêñò
ïå÷àòàåòñÿ íà ñïåöèàëüíîì áëàíêå, ñîñòàâëÿåòñÿ òîëüêî îò òðåòüåãî ëèöà,
íà÷èíàåòñÿ êîìïëèìåíòîì ñ óêàçàíèåì ïîëíîãî íàèìåíîâàíèÿ âåäîìñòâ
îòïðàâèòåëÿ è ïîëó÷àòåëÿ («Ìèíèñòåðñòâî èíîñòðàííûõ äåë Ðåñïóáëèêè Áåëàðóñü ñâèäåòåëüñòâóåò ñâîå óâàæåíèå Ïîñîëüñòâó Ðåñïóáëèêè
Ïîëüøà è èìååò ÷åñòü ñîîáùèòü...»), çàòåì ñëåäóåò ñìûñëîâàÿ ÷àñòü è
çàâåðøàåòñÿ êîìïëèìåíòîì («Ìèíèñòåðñòâî ïîëüçóåòñÿ ñëó÷àåì, ÷òîáû
âîçîáíîâèòü ïîñîëüñòâó óâåðåíèÿ â ñâîåì ñàìîì âûñîêîì óâàæåíèè).
Àäðåñ ïîëó÷àòåëÿ, íåçàâèñèìî îò êîëè÷åñòâà ñòðàíèö, óêàçûâàåòñÿ íà
ïåðâîé ñòðàíèöå â ëåâîì íèæíåì óãëó. Âåðáàëüíîé íîòå ïðèñâàèâàåòñÿ
íîìåð, èíîãäà èíäåêñ, ëè÷íàÿ ïîäïèñü îòïðàâèòåëÿ íå ñòàâèòñÿ. Íîòà
äîëæíà áûòü çàâåðåíà ìàñòè÷íîé ïå÷àòüþ.  ïðàâîì âåðõíåì óãëó óêàçûâàþòñÿ ìåñòî è äàòà îòïðàâëåíèÿ. Âðó÷àåòñÿ ëè÷íî èëè êóðüåðîì.
Ëè÷íàÿ íîòà, â îòëè÷èå îò âåðáàëüíîé, ñîñòàâëÿåòñÿ îò ïåðâîãî
ëèöà, íà÷èíàåòñÿ ñ îáðàùåíèÿ (Óâàæàåìûé Ãîñïîäèí Ïîñîë, Âàøå
Ïðåâîñõîäèòåëüñòâî, Ãîñïîäèí Ïîâåðåííûé â äåëàõ. Ñëîâî «óâàæàåìûé» óïîòðåáëÿåòñÿ â çàâèñèìîñòè îò õàðàêòåðà ëè÷íûõ îòíîøåíèé è
ìåñòíîãî ïðîòîêîëà). Ïîñëå îáðàùåíèÿ ñëåäóåò ñîäåðæàòåëüíàÿ ÷àñòü,
íà÷èíàþùàÿñÿ, êàê ïðàâèëî, ñëîâàìè «èìåþ ÷åñòü...». Çàâåðøàåòñÿ
òåêñò êîìïëèìåíòîì è ëè÷íîé ïîäïèñüþ îòïðàâèòåëÿ. Ëè÷íàÿ íîòà íå
çàâåðÿåòñÿ ïå÷àòüþ, íå èìååò íîìåðà.  îñòàëüíîì æå åå îôîðìëåíèå
èäåíòè÷íî îôîðìëåíèþ âåðáàëüíîé íîòû.
Ïàìÿòíàÿ çàïèñêà ìîæåò áûòü ñàìîñòîÿòåëüíûì äîêóìåíòîì, à
òàêæå ïðèëîæåíèåì ê ëè÷íîé èëè âåðáàëüíîé íîòå.  êà÷åñòâå ñàìîñòîÿòåëüíîãî äîêóìåíòà îíà ïî ôîðìå íàïîìèíàåò âåðáàëüíóþ íîòó,
íî íå èìååò ïå÷àòè è àäðåñà. Ïàìÿòíûå çàïèñêè ìîãóò ñîñòàâëÿòüñÿ,
âî-ïåðâûõ, ïî ïðîñüáå ëèöà, ñ êîòîðûì âåëàñü áåñåäà, âî-âòîðûõ, ïî
ñîáñòâåííîé èíèöèàòèâå (ïðåäâàðèòåëüíî) êàê íàïîìèíàíèå î íåîáõîäèìîñòè ðàññìîòðåíèÿ òîãî èëè èíîãî âîïðîñà ëèáî ñ öåëüþ ôèêñàöèè èíôîðìàöèè, ÷òîáû â äàëüíåéøåì èñêëþ÷èòü îøèáêè â åå
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òîëêîâàíèè. Ñîñòàâëÿåòñÿ ýòîò äîêóìåíò â áåçëè÷íîé ôîðìå («ñîîáùàåòñÿ...», «íàïîìèíàåòñÿ...», «ïðèõîäèòñÿ êîíñòàòèðîâàòü...» è ò.ä.), îáðàùåíèÿ è êîìïëèìåíòîâ íå ñîäåðæèò. Àäðåñ è èñõîäÿùèé íîìåð íå
ñòàâÿòñÿ. Ïðîñòàâëÿåòñÿ ëèøü ìåñòî è äàòà îòïðàâëåíèÿ. Íàä òåêñòîì
ïå÷àòàåòñÿ íàäïèñü «Ïàìÿòíàÿ çàïèñêà». Ïåðåäàåòñÿ îíà, êàê ïðàâèëî,
ëè÷íî, ðåæå — ñ êóðüåðîì. Ôàêò âðó÷åíèÿ äîëæåí áûòü çàôèêñèðîâàí
â çàïèñè áåñåäû äèïëîìàòà ñ ïðèëîæåíèåì åå êîïèè.
Ìåìîðàíäóì, êàê è ïàìÿòíàÿ çàïèñêà, ìîæåò áûòü êàê ñàìîñòîÿòåëüíûì äîêóìåíòîì, òàê è ïðèëîæåíèåì ê ëè÷íîé èëè âåðáàëüíîé
íîòå â öåëÿõ ñîêðàùåíèÿ åå òåêñòà. Â ýòîì äîêóìåíòå èçëàãàåòñÿ àâòîðñêîå âèäåíèå ïðîáëåìû, àíàëèçèðóþòñÿ òå èëè èíûå ôàêòû, âåäåòñÿ
äèñêóññèÿ ñ ïîçèöèåé äðóãîé ñòîðîíû, ÷òî ïðåäïîëàãàåò åãî äàëüíåéøåå îáñóæäåíèå. Ñîñòàâëÿåòñÿ â ôîðìå ïèñüìà, êîìïëèìåíòîâ íå ñîäåðæèò. Êàê îòäåëüíûé äîêóìåíò ïå÷àòàåòñÿ íà íîòíîì áëàíêå, ïå÷àòü
è íîìåð íå ñòàâÿòñÿ, íå ïîäïèñûâàåòñÿ, íî ìåñòî è äàòà îòïðàâëåíèÿ
óêàçûâàþòñÿ. Êàê ïðèëîæåíèå ê íîòå ìåìîðàíäóì ïå÷àòàåòñÿ íà ïðîñòîé áóìàãå, íîìåð, ïå÷àòü, ìåñòî è äàòà îòïðàâëåíèÿ íå ñòàâÿòñÿ,
àäðåñ íå óêàçûâàåòñÿ.
×àñòíîå (ëè÷íîå) ïèñüìî îòïðàâëÿåòñÿ çíàêîìûì îôèöèàëüíûì ëèöàì â òåõ ñëó÷àÿõ:
– êîãäà õîòÿò ïîä÷åðêíóòü çàèíòåðåñîâàííîñòü àâòîðà â ðåøåíèè
òîãî èëè èíîãî âîïðîñà;
– êîãäà ïîñòàíîâêà âîïðîñà ïî êàêîé-ëèáî ïðè÷èíå â îôèöèàëüíîì ïîðÿäêå íåæåëàòåëüíà;
– êîãäà õîòÿò âûðàçèòü ëè÷íîå îòíîøåíèå ê ïðîèñøåäøåìó ñîáûòèþ (ïîçäðàâëåíèå ïî ñëó÷àþ äíÿ ðîæäåíèÿ, íàöèîíàëüíîãî ïðàçäíèêà, ñîáîëåçíîâàíèå ïî ïîâîäó òðàóðà è ò.ä.).
Äëÿ ëè÷íîãî ïèñüìà èñïîëüçóþò ïðîñòóþ áóìàãó õîðîøåãî êà÷åñòâà, â îñòàëüíîì — îôîðìëåíèå òàêîå æå, êàê ó ëè÷íîé íîòû.
 ðåàëèçàöèè çàäà÷ äèïëîìàòèè â íàñòîÿùåå âðåìÿ âàæíóþ ðîëü
èãðàþò íå òîëüêî òðàäèöèîííûå äîêóìåíòû, íî è òàêèå, êàê çàÿâëåíèÿ ãëàâ ãîñóäàðñòâ è ïðàâèòåëüñòâ, äåêëàðàöèè.  íèõ íàõîäÿò îòðàæåíèå ïîçèöèÿ è ïðèíöèïû ãîñóäàðñòâà ïî ðàçëè÷íûì ïðîáëåìàì
ìåæäóíàðîäíûõ îòíîøåíèé. Íå òðåáóÿ îôèöèàëüíîãî îòâåòà, ýòè äîêóìåíòû, òåì íå ìåíåå, ïðåäïîëàãàþò ðåàêöèþ íà íèõ ñî ñòîðîíû
ñóáúåêòîâ ìåæäóíàðîäíîãî ïðàâà.
Ïî ïîâîäó íàöèîíàëüíûõ ïðàçäíèêîâ, þáèëååâ íàïðàâëÿþòñÿ ïðèâåòñòâåííûå òåëåãðàììû, â êîòîðûõ ìîãóò áûòü âûñêàçàíû âàæíûå
èäåè è ïðåäëîæåíèÿ. Ñðåäè äèïëîìàòè÷åñêèõ äîêóìåíòîâ ìîæíî âûäåëèòü òàêæå îáðàùåíèÿ ïàðëàìåíòîâ ê âûñøèì çàêîíîäàòåëüíûì îðãà30
íàì äðóãèõ ñòðàí (ïî âîïðîñàì ðàçîðóæåíèÿ, çàùèòû îêðóæàþùåé
ñðåäû è ò.ä.), îòâåòû ðóêîâîäèòåëåé ãîñóäàðñòâ íà ïðåññ-êîíôåðåíöèÿõ, èõ èíòåðâüþ è âûñòóïëåíèÿ íà ìåæäóíàðîäíûõ ôîðóìàõ, ñîâìåñòíûå (äâóñòîðîííèå è ìíîãîñòîðîííèå) êîììþíèêå.
Âèçèòíàÿ êàðòî÷êà, íå ÿâëÿÿñü äèïëîìàòè÷åñêèì äîêóìåíòîì â
ñòðîãîì ñìûñëå ñëîâà, òåì íå ìåíåå, èãðàåò âàæíóþ ðîëü â ðàáîòå
ñîòðóäíèêîâ âíåøíåïîëèòè÷åñêîãî âåäîìñòâà. Òàê, åþ ìîæíî íå òîëüêî ïðåäñòàâèòüñÿ, íî òàêæå ïîçäðàâèòü, ïîáëàãîäàðèòü, âûðàçèòü ñîáîëåçíîâàíèå, ïîïðîùàòüñÿ. Ñ âèçèòíîé êàðòî÷êîé óäîáíî ïîñëàòü
öâåòû, êíèãó, ñóâåíèð è ò.ä. Âèçèòíàÿ êàðòî÷êà äèïëîìàòîâ ïå÷àòàåòñÿ íà áåëîé âûñîêîêà÷åñòâåííîé áóìàãå. Íàèáîëåå ðàñïðîñòðàíåííûé
åå ðàçìåð äëÿ ìóæ÷èí — 90x50 ìì, äëÿ æåíùèí — 80x40 ìì. Äëÿ
îôèöèàëüíûõ ëèö âûñîêîãî ðàíãà åå ðàçìåð ìîæåò áûòü 100x60 è
90x50 ìì ñîîòâåòñòâåííî. Óêàçàííûå ðàçìåðû íå óíèâåðñàëüíû, â Âåëèêîáðèòàíèè, íàïðèìåð, ðàçìåð âèçèòíîé êàðòî÷êè ó æåíùèí áîëüøå, ÷åì ó ìóæ÷èí.
Ìèðîâàÿ ïðàêòèêà îáìåíà âèçèòíûìè êàðòî÷êàìè ðàçíîîáðàçíà. Òàê,
â Âåëèêîáðèòàíèè è äðóãèõ àíãëîñàêñîíñêèõ ñòðàíàõ âíîâü ïðèáûâøèå
äèïëîìàòû ïåðâûìè íàíîñÿò ëèøü îôèöèàëüíûå âèçèòû, â äàëüíåéøåì îíè æäóò âèçèòîâ èëè âèçèòíûõ êàðòî÷åê ëèö, êîòîðûå õîòåëè áû
óñòàíîâèòü ñ íèìè êîíòàêò. Âî Ôðàíöèè èíèöèàòèâà ïåðâûõ âèçèòîâ è
íàïðàâëåíèÿ âèçèòíûõ êàðòî÷åê ïðèíàäëåæèò ïðèáûâøåìó ëèöó.  äèïëîìàòè÷åñêèõ êðóãàõ ðàñïðîñòðàíåíà ôðàíöóçñêàÿ ïðàêòèêà.
Äèïëîìàòàì, èìåþùèì ñåìüè, ðåêîìåíäóåòñÿ èìåòü ÷åòûðå âèäà
êàðòî÷åê:
1. Îôèöèàëüíàÿ êàðòî÷êà ñ óêàçàíèåì ôàìèëèè, èìåíè è îò÷åñòâà
(åñëè åñòü), ðàíãà è àäðåñà. Ãëàâû äèïïðåäñòàâèòåëüñòâ èìåþò äâà âèäà
òàêèõ êàðòî÷åê: íà ïåðâîé äàí èõ ïîëíûé òèòóë, íà âòîðîé — ñîêðàùåííûé («ïîñîë» èëè «ìèíèñòð»).
2. Êàðòî÷êà äëÿ íåîôèöèàëüíûõ ñëó÷àå⠗ ñ óêàçàíèåì òîëüêî
ôàìèëèè, èìåíè, îò÷åñòâà.
3. Âèçèòíàÿ êàðòî÷êà æåíû— ñ óêàçàíèåì ôàìèëèè, èìåíè è îò÷åñòâà.
4. Ñîâìåñòíàÿ êàðòî÷êà ìóæà è æåíû («ã-í è ã-æà N») — ñ óêàçàíèåì àäðåñà.  Âåëèêîáðèòàíèè ñîâìåñòíûå êàðòî÷êè íå èñïîëüçóþòñÿ.
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Ãëàâà 5.
ÂÈÄÛ ÊÎÍÑÓËÎÂ
È ÊÎÍÑÓËÜÑÊÈÕ Ó×ÐÅÆÄÅÍÈÉ
Êîíñóë (ëàò. consul) — äîëæíîñòíîå ëèöî ãîñóäàðñòâà, íàçíà÷åííîå â êàêîé-ëèáî ðàéîí (îêðóã) äðóãîãî ãîñóäàðñòâà
ñ îïðåäåëåííî âûðàæåííîãî ñîãëàñèÿ ïîñëåäíåãî äëÿ çàùèòû â ýòîì
ðàéîíå èíòåðåñîâ ñâîåé ñòðàíû, åå þðèäè÷åñêèõ ëèö è ãðàæäàí, ñîäåéñòâèÿ ðàçâèòèþ ïîëèòè÷åñêèõ, ýêîíîìè÷åñêèõ, êóëüòóðíûõ è ïðî÷èõ ñâÿçåé ìåæäó ïðåäñòàâëÿåìûì è ïðèíèìàþùèì ãîñóäàðñòâàìè,
íàáëþäåíèÿ è èíôîðìàöèè îá ýêîíîìè÷åñêîì ïîëîæåíèè è ñîöèàëüíî-ïîëèòè÷åñêèõ ïðîöåññàõ â ðàéîíå ñâîåãî ïðåáûâàíèÿ. Êîíñóë íå
äîëæåí íàðóøàòü ìåñòíûé ïðàâîïîðÿäîê, îáû÷àè è òðàäèöèè. Åãî äåÿòåëüíîñòü êîíòðîëèðóåòñÿ ïîñîëüñòâîì ïðåäñòàâëÿåìîãî ãîñóäàðñòâà.
Êîíñóëû ïîäðàçäåëÿþòñÿ íà äâà âèäà: øòàòíûå, èëè ïðîôåññèîíàëüíûå; è íåøòàòíûå, èëè ïî÷åòíûå.
Øòàòíûå êîíñóëû — ýòî ëèöà, ñîñòîÿùèå íà ãîñóäàðñòâåííîé ñëóæáå
ïðåäñòàâëÿåìîãî ãîñóäàðñòâà, ÿâëÿþùèåñÿ åãî ãðàæäàíàìè è ïîëó÷àþùèå îò ãîñóäàðñòâà æàëîâàíèå. Ïîñêîëüêó îíè íå èìåþò ïðàâà çàíèìàòüñÿ êàêîé-ëèáî èíîé äåÿòåëüíîñòüþ (÷àñòíîïðåäïðèíèìàòåëüñêîé
è ò.ï.), êðîìå èñïîëíåíèÿ êîíñóëüñêèõ îáÿçàííîñòåé, èõ ïðèíÿòî
íàçûâàòü êàðüåðíûìè êîíñóëàìè.
Íåøòàòíûå êîíñóëû — ýòî ëèöà, íå ñîñòîÿùèå íà ãîñóäàðñòâåííîé
ñëóæáå, íî âûïîëíÿþùèå êîíñóëüñêèå ôóíêöèè ïî ïîðó÷åíèþ ïðåäñòàâëÿåìîãî ãîñóäàðñòâà è ñ ñîãëàñèÿ ãîñóäàðñòâà ïðåáûâàíèÿ. Êàê ïðàâèëî, èõ íàçíà÷àþò èç ÷èñëà ãðàæäàí ãîñóäàðñòâà ïðåáûâàíèÿ — âèäíûõ
þðèñòîâ, êîììåðñàíòîâ, ôèíàíñîâûõ äåÿòåëåé. Íî íåøòàòíûõ êîíñóëîâ
ìîæíî íàçíà÷àòü èç ÷èñëà ñâîèõ ãðàæäàí, ïîñòîÿííî ïðîæèâàþùèõ â
òîì ãîñóäàðñòâå, ãäå ó÷ðåæäàåòñÿ êîíñóëüñòâî. Èìè ìîãóò áûòü òàêæå
ãðàæäàíå òðåòüåãî ãîñóäàðñòâà. Æàëîâàíüÿ íåøòàòíûå êîíñóëû íå ïîëó÷àþò, íî â êà÷åñòâå ïëàòû çà âûïîëíåíèå êîíñóëüñêèõ ôóíêöèé îíè
îáðàùàþò â ñâîþ ïîëüçó êîíñóëüñêèå ñáîðû.
Êîíñóëüñêèå ñáîðû — ýòî ïëàòåæè, âçèìàåìûå êîíñóëîì (êîíñóëüñòâîì) çà âûïîëíÿåìûå êîíñóëüñêèå äåéñòâèÿ: âûäà÷ó ïàñïîðòîâ, âèç,
ïðèåì è îôîðìëåíèå õîäàòàéñòâ ïî âîïðîñàì ãðàæäàíñòâà, ðåãèñòðàöèþ àêòîâ ãðàæäàíñêîãî ñîñòîÿíèÿ è ò.ä. Îíè âçèìàþòñÿ ïî òàðèôó,
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óñòàíàâëèâàåìîìó â ñîîòâåòñòâèè ñ çàêîíîäàòåëüñòâîì ñòðàíû, íàçíà÷èâøåé êîíñóëà, è ïîñòóïàþò â ãîñóäàðñòâåííûé áþäæåò ýòîé ñòðàíû.
Ñáîðû, âçèìàåìûå íåøòàòíûìè êîíñóëàìè, îáðàùàþòñÿ â èõ ïîëüçó.
Ãëàâû êîíñóëüñêèõ ó÷ðåæäåíèé ïîäðàçäåëÿþòñÿ íà ÷åòûðå êëàññà:
– ãåíåðàëüíûå êîíñóëû;
– êîíñóëû;
– âèöå-êîíñóëû;
– êîíñóëüñêèå àãåíòû.
Ìåæäóíàðîäíàÿ ïðàêòèêà ñëåäóåò ïðàâèëó, ïî êîòîðîìó êëàññ ãëàâû êîíñóëüñêîãî ó÷ðåæäåíèÿ ñîîòíîñèòñÿ ñ âèäîì ýòîãî ó÷ðåæäåíèÿ.
Îäíàêî â íåêîòîðûõ ñòðàíàõ êîíñóëüñêàÿ ñëóæáà îòäåëåíà îò äèïëîìàòè÷åñêîé è åå ðàáîòíèêàì ïðèñâàèâàþòñÿ ñïåöèàëüíûå ðàíãè.
Êîíñóëüñêèå ó÷ðåæäåíèÿ ïîäðàçäåëÿþòñÿ òàêæå íà ÷åòûðå âèäà:
– ãåíåðàëüíîå êîíñóëüñòâî — ó÷ðåæäàåòñÿ â êðóïíûõ êîììåð÷åñêèõ èëè ïðîìûøëåííûõ öåíòðàõ èëè â êðóïíûõ ïîðòàõ;
– êîíñóëüñòâî;
– âèöå-êîíñóëüñòâî — ó÷ðåæäàåòñÿ â êîíñóëüñêîì îêðóãå ãåíåðàëüíîãî êîíñóëüñòâà èëè êîíñóëüñòâà, ãëàâà êîòîðîãî — øòàòíîå äîëæíîñòíîå ëèöî, ïîä÷èíåííîå êîíñóëó;
– êîíñóëüñêîå àãåíòñòâî — ýòî êàíöåëÿðèè, ñîçäàâàåìûå â ïîðòàõ, â êîìïåòåíöèþ êîòîðûõ, êàê ïðàâèëî, âõîäÿò âîïðîñû
òîðãîâëè è ñóäîõîäñòâà. Ñîòðóäíèêè êîíñóëüñêîãî àãåíòñòâà íàçíà÷àþòñÿ êîíñóëîì äàííîãî îêðóãà.
Êîíñóëüñêàÿ äåÿòåëüíîñòü îñóùåñòâëÿåòñÿ òàêæå êîíñóëüñêèìè îòäåëàìè ïîñîëüñòâ. Çàâåäóþùèé îòäåëîì èìåíóåòñÿ «ãåíåðàëüíûé êîíñóë» èëè «êîíñóë». Ïðè îòñóòñòâèè îòäåëüíûõ êîíñóëüñòâ ñâîåé ñòðàíû äåÿòåëüíîñòü òàêîãî êîíñóëüñêîãî äîëæíîñòíîãî ëèöà ðàñïðîñòðàíÿåòñÿ íà âñþ òåððèòîðèþ ãîñóäàðñòâà ïðåáûâàíèÿ.  äðóãèõ ñëó÷àÿõ
åãî äåÿòåëüíîñòü îãðàíè÷èâàåòñÿ ñòîëèöåé ãîñóäàðñòâà ïðåáûâàíèÿ èëè
òîé ÷àñòüþ ãîñóäàðñòâà, ãäå íåò ñàìîñòîÿòåëüíûõ êîíñóëüñòâ.
Êîíñóëüñêèå ôóíêöèè
Îñíîâíàÿ çàäà÷à êîíñóëîâ çàêëþ÷àåòñÿ â òîì, ÷òîáû çàùèòèòü â ãîñóäàðñòâå ïðåáûâàíèÿ èíòåðåñû ñâîåãî ãîñóäàðñòâà,
åãî ãðàæäàí è þðèäè÷åñêèõ ëèö. Êîíñóë äîëæåí ñòðåìèòüñÿ òàêæå ê
ðàçâèòèþ òîðãîâûõ, ýêîíîìè÷åñêèõ, êóëüòóðíûõ è íàó÷íûõ ñâÿçåé
ìåæäó ïðåäñòàâëÿåìûì ãîñóäàðñòâîì è ãîñóäàðñòâîì ïðåáûâàíèÿ.
Êîíñóëüñêèå ôóíêöèè ìîãóò áûòü ñâåäåíû ê ñëåäóþùèì ñïåöèôè÷åñêèì îáëàñòÿì:
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1. Ôóíêöèè ïî çàùèòå èíòåðåñîâ ïðåäñòàâëÿåìîãî ãîñóäàðñòâà è åãî
ãðàæäàí. Êîíñóë ñëåäèò çà òåì, ÷òîáû ïðåäñòàâëÿåìîå ãîñóäàðñòâî è
åãî ãðàæäàíå ïîëüçîâàëèñü âñåìè ïðàâàìè, êîòîðûå ïðåäóñìîòðåíû
çàêîíîì.
2. Ôóíêöèè â îáëàñòè òîðãîâëè è ñóäîõîäñòâà. Êîíñóë îñóùåñòâëÿåò
îõðàíó è çàùèòó ýêîíîìè÷åñêèõ è ïðàâîâûõ èíòåðåñîâ ïðåäñòàâëÿåìîãî ãîñóäàðñòâà, åãî þðèäè÷åñêèõ ëèö è ãðàæäàí. Îí ñëåäèò çà èñïîëíåíèåì òîðãîâûõ äîãîâîðîâ, äîãîâîðîâ î ñóäîõîäñòâå, âîçäóøíîé
íàâèãàöèè, îá îêàçàíèè ïðàâîâîé ïîìîùè è ò.ä., ó÷àñòíèêàìè êîòîðûõ ÿâëÿþòñÿ ñòðàíà, íàçíà÷èâøàÿ êîíñóëà, è ñòðàíà ïðåáûâàíèÿ.
Êîíñóë èíòåðåñóåòñÿ òîðãîâîé, ýêîíîìè÷åñêîé, êóëüòóðíîé è
íàó÷íîé æèçíüþ ãîñóäàðñòâà ïðåáûâàíèÿ, ãîòîâèò ñîîáùåíèÿ î íèõ
ñâîåìó ïðàâèòåëüñòâó è ïðåäîñòàâëÿåò ïîëó÷åííóþ èíôîðìàöèþ çàèíòåðåñîâàííûì ëèöàì. Êîíñóë èíôîðìèðóåò ñâîå ïðàâèòåëüñòâî î
çàêîíàõ è ïðàâèëàõ ãîñóäàðñòâà ïðåáûâàíèÿ â îáëàñòè ñóäîõîäñòâà,
âîçäóøíîé íàâèãàöèè, òàìîæåííûõ óñòàíîâëåíèé è ò.ä.
3. Àäìèíèñòðàòèâíûå ôóíêöèè. Â îòíîøåíèè ãðàæäàí ñâîåãî ãîñóäàðñòâà êîíñóë ðåãèñòðèðóåò àêòû ãðàæäàíñêîãî ñîñòîÿíèÿ: ðîæäåíèå,
çàêëþ÷åíèå è ðàñòîðæåíèå áðàêà, óñûíîâëåíèå, óñòàíîâëåíèå îòöîâñòâà, ïåðåìåíó ôàìèëèè, èìåíè è îò÷åñòâà, ñìåðòü. Îí ïðèíèìàåò
õîäàòàéñòâà ñîîòå÷åñòâåííèêîâ, ïîñòîÿííî ïðîæèâàþùèõ çà ãðàíèöåé, î âíåñåíèè èçìåíåíèé, èñïðàâëåíèé è äîïîëíåíèé â çàïèñè
àêòîâ ãðàæäàíñêîãî ñîñòîÿíèÿ, î âîññòàíîâëåíèè óòðà÷åííûõ çàïèñåé, î ïåðåìåíå ôàìèëèè, èìåíè è îò÷åñòâà è íàïðàâëÿåò èõ íà ðàññìîòðåíèå êîìïåòåíòíûì îðãàíàì.
4. Íîòàðèàëüíûå ôóíêöèè. Êîíñóë ñîñòàâëÿåò, ñâèäåòåëüñòâóåò èëè
ïðèíèìàåò íà õðàíåíèå çàâåùàòåëüíûå ðàñïîðÿæåíèÿ è âñå îäíîñòîðîííèå àêòû ãðàæäàí ïðåäñòàâëÿåìîãî ãîñóäàðñòâà, à òàêæå îôîðìëÿåò äâóñòîðîííèå þðèäè÷åñêèå ñäåëêè. Íà êîíñóëîâ âîçëàãàåòñÿ ôóíêöèÿ ïî ëåãàëèçàöèè äîêóìåíòîâ è àêòîâ, ñîñòàâëåííûõ ïðè ó÷àñòèè
ìåñòíûõ âëàñòåé êîíñóëüñêîãî îêðóãà èëè èñõîäÿùèõ îò íèõ. Êîíñóë
ïðèíèìàåò íà õðàíåíèå îò ñîîòå÷åñòâåííèêîâ äåíåæíûå ñóììû, äîêóìåíòû è ïðåäìåòû âñÿêîãî ðîäà.
5. Èíôîðìàöèîííàÿ ôóíêöèÿ. Êîíñóë ñîáèðàåò èíôîðìàöèþ î ðàçëè÷íûõ ñòîðîíàõ õîçÿéñòâåííîé, êîììåð÷åñêîé è êóëüòóðíîé æèçíè
ñâîåãî îêðóãà, ãîòîâèò äîêëàäû ñâîåìó ïðàâèòåëüñòâó è ñîîáùàåò íåîáõîäèìûå ñâåäåíèÿ çàèíòåðåñîâàííûì ëèöàì è îðãàíèçàöèÿì ïðåäñòàâëÿåìîãî ãîñóäàðñòâà. Êîíñóë âåäåò ó÷åò ñîãðàæäàí â ñòðàíå ïðåáûâàíèÿ, êîòîðûå ïîñòîÿííî èëè âðåìåííî, íî íå ìåíåå 6 ìåñÿöåâ,
ïðîæèâàþò íà òåððèòîðèè êîíñóëüñêîãî îêðóãà; îêàçûâàåò ñîäåéñòâèå
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ïðåäñòàâèòåëÿì ñâîåãî ãîñóäàðñòâà, åñëè îíè íàõîäÿòñÿ â ïðåäåëàõ åãî
êîíñóëüñêîãî îêðóãà, â âûïîëíåíèè ñëóæåáíûõ îáÿçàííîñòåé. Êîíñóë
èìååò ïðàâî áåç äîâåðåííîñòè ïðåäñòàâëÿòü â ó÷ðåæäåíèÿõ ãîñóäàðñòâà
ïðåáûâàíèÿ èíòåðåñû ñîîòå÷åñòâåííèêîâ, åñëè îíè îòñóòñòâóþò è íå
ïîðó÷èëè âåäåíèå äåë äðóãîìó ëèöó, ëèáî íå â ñîñòîÿíèè çàùèùàòü
ñîáñòâåííûå èíòåðåñû ïî äðóãèì ïðè÷èíàì.
Êîíñóëüñêèå ïðèâèëåãèè è èììóíèòåòû
Ïîä êîíñóëüñêèìè ïðèâèëåãèÿìè è èììóíèòåòàìè â ìåæäóíàðîäíîì ïðàâå ïîíèìàþòñÿ «ëüãîòû è ïðåèìóùåñòâà, ïðåäîñòàâëÿåìûå ãîñóäàðñòâîì ïðåáûâàíèÿ êîíñóëüñêèì ó÷ðåæäåíèÿì, êîíñóëüñêèì äîëæíîñòíûì ëèöàì è ñîòðóäíèêàì êîíñóëüñêèõ ó÷ðåæäåíèé â öåëÿõ îáåñïå÷åíèÿ áåñïðåïÿòñòâåííîãî îñóùåñòâëåíèÿ
èìè ñâîèõ îáÿçàííîñòåé». Ïðèâèëåãèðîâàííûé ñòàòóñ êîíñóëüñêèõ
ó÷ðåæäåíèé, ÷ëåíîâ èõ ïåðñîíàëà çàêðåïëÿåòñÿ ëèáî â ìíîãîñòîðîííèõ è äâóñòîðîííèõ êîíñóëüñêèõ êîíâåíöèÿõ, ëèáî îïðåäåëÿåòñÿ îáû÷àÿìè è ìåñòíûìè çàêîíàìè.
Îäíîé èç îñíîâíûõ ïðèâèëåãèé ÿâëÿåòñÿ ïðàâî ýêñïîíèðîâàòü ýìáëåìû àêêðåäèòóþùåãî ãîñóäàðñòâà: ïîìåùàòü íà çäàíèè êîíñóëüñêîãî ó÷ðåæäåíèÿ ùèò ñ èçîáðàæåíèåì ãåðáà ñâîåé ñòðàíû è íàçâàíèåì
êîíñóëüñòâà íà äâóõ ÿçûêàõ (ïðåäñòàâëÿåìîãî ãîñóäàðñòâà è ãîñóäàðñòâà ïðåáûâàíèÿ), à òàêæå âûâåøèâàòü ñâîé ãîñóäàðñòâåííûé ôëàã.
Ïðåäóñìàòðèâàåòñÿ òàêæå íåïðèêîñíîâåííîñòü êîíñóëüñêèõ ïîìåùåíèé. Ïîä êîíñóëüñêèì ïîìåùåíèåì ïîíèìàåòñÿ çäàíèå èëè ÷àñòü çäàíèÿ,
âêëþ÷àÿ ðåçèäåíöèþ ãëàâû êîíñóëüñêîãî ó÷ðåæäåíèÿ, ïîäñîáíûå ïîìåùåíèÿ, à òàêæå çåìåëüíûé ó÷àñòîê, îáñëóæèâàþùèé ýòî çäàíèå, èñïîëüçóåìûå èñêëþ÷èòåëüíî äëÿ êîíñóëüñêèõ öåëåé, íåçàâèñèìî îò òîãî,
÷üåé ñîáñòâåííîñòüþ îíè ÿâëÿþòñÿ. Ïðèíöèï íåïðèêîñíîâåííîñòè êîíñóëüñêèõ ïîìåùåíèé þðèäè÷åñêè îçíà÷àåò, ÷òî âëàñòè ãîñóäàðñòâà ïðåáûâàíèÿ íå ìîãóò âñòóïàòü â êîíñóëüñêèå ïîìåùåíèÿ, èíà÷å êàê ñ ñîãëàñèÿ ãëàâû êîíñóëüñêîãî ó÷ðåæäåíèÿ èëè ãëàâû äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà àêêðåäèòóþùåãî ãîñóäàðñòâà. Ñëåäóåò îòìåòèòü, ÷òî Âåíñêàÿ
êîíâåíöèÿ î êîíñóëüñêèõ ñíîøåíèÿõ 1963 ã. äîïóñêàåò, ÷òî â ñëó÷àå
ïîæàðà èëè äðóãîãî ñòèõèéíîãî áåäñòâèÿ òàêîå ñîãëàñèå ìîæåò ïðåäïîëàãàòüñÿ. Âìåñòå ñ òåì, íà ãîñóäàðñòâå ïðåáûâàíèÿ ëåæèò îáÿçàííîñòü
ïðèíèìàòü âñå íåîáõîäèìûå ìåðû äëÿ çàùèòû êîíñóëüñêèõ ïîìåùåíèé
îò ëþáîãî âòîðæåíèÿ èëè íàíåñåíèÿ óùåðáà, à òàêæå äëÿ ïðåäîòâðàùåíèÿ ëþáîãî íàðóøåíèÿ ñïîêîéñòâèÿ êîíñóëüñêîãî ó÷ðåæäåíèÿ èëè îñêîðáëåíèÿ åãî äîñòîèíñòâà.
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Êîíñóëüñêèå ïîìåùåíèÿ, ïðåäìåòû èõ îáñòàíîâêè, èìóùåñòâî êîíñóëüñêîãî ó÷ðåæäåíèÿ, à òàêæå åãî ñðåäñòâà ïåðåäâèæåíèÿ ïîëüçóþòñÿ èììóíèòåòîì îò ëþáûõ âèäîâ ðåêâèçèöèé. Êîíñóëüñêèå àðõèâû è
äîêóìåíòû íåïðèêîñíîâåííû â ëþáîå âðåìÿ è íåçàâèñèìî îò èõ ìåñòîíàõîæäåíèÿ.
 ÷èñëî ïðèâèëåãèé êîíñóëüñêîãî ó÷ðåæäåíèÿ âõîäèò è ïðàâî ñíîøåíèé ñî ñâîèì ïðàâèòåëüñòâîì, äèïëîìàòè÷åñêèì ïðåäñòàâèòåëüñòâîì
è êîíñóëüñòâàìè ñâîåãî ãîñóäàðñòâà. Â íàñòîÿùåå âðåìÿ ïðèçíàåòñÿ
ïðèíöèï ñâîáîäû ñíîøåíèé êîíñóëüñêîãî ó÷ðåæäåíèÿ ñ îðãàíàìè ñâîåãî
ãîñóäàðñòâà, ãäå áû îíè íè íàõîäèëèñü, îçíà÷àþùèé ñâîáîäó îò âñÿêîãî âìåøàòåëüñòâà è öåíçóðû ñî ñòîðîíû ãîñóäàðñòâà ïðåáûâàíèÿ.
 ýòèõ öåëÿõ êîíñóëüñòâà ìîãóò ïîëüçîâàòüñÿ âñåìè îáû÷íûìè ñðåäñòâàìè ñâÿçè, êîäàìè, øèôðàìè, äèïëîìàòè÷åñêèìè è êîíñóëüñêèìè
êóðüåðàìè.
Ïîñêîëüêó êîíñóëüñêàÿ êîððåñïîíäåíöèÿ ìîæåò ñîäåðæàòü èíôîðìàöèþ, îòíîñÿùóþñÿ ê äåÿòåëüíîñòè ïðàâèòåëüñòâà ïðåäñòàâëÿåìîãî ãîñóäàðñòâà è åãî îðãàíîâ, ïðèíöèï åå íåïðèêîñíîâåííîñòè ïîääåðæèâàåòñÿ, êàê ïðàâèëî, âíóòðèãîñóäàðñòâåííûìè
àêòàìè.
Ïðàâîì íåïðèêîñíîâåííîñòè ïîëüçóþòñÿ êîíñóëüñêèå àðõèâû è äîêóìåíòû, ïðè÷åì â ëþáîå âðåìÿ è íåçàâèñèìî îò èõ ìåñòîíàõîæäåíèÿ.
Äàííîå ïîëîæåíèå ÿâëÿåòñÿ îáùåïðèçíàííûì â ìåæäóíàðîäíîì ïðàâå
è çàêðåïëåíî êàê â ìåæäóíàðîäíûõ êîíñóëüñêèõ ñîãëàøåíèÿõ, òàê è
âî âíóòðèãîñóäàðñòâåííûõ àêòàõ ìíîãèõ ñòðàí ìèðà.
Êîíñóëüñêèå ó÷ðåæäåíèÿ èìåþò íàëîãîâûå è òàìîæåííûå ëüãîòû.
Êîíñóëüñêèå ïîìåùåíèÿ è æèëûå ïîìåùåíèÿ äîëæíîñòíûõ ëèö è
ñîòðóäíèêîâ êîíñóëüñòâà, åñëè îíè íàõîäÿòñÿ â ñîáñòâåííîñòè èëè
àðåíäóþòñÿ îò èìåíè ïðåäñòàâëÿåìîãî ãîñóäàðñòâà, îñâîáîæäàþòñÿ îò
âñåõ íàëîãîâ è ñáîðîâ ëþáîãî âèäà, çà èñêëþ÷åíèåì óïëàòû çà êîíêðåòíûå âèäû îáñëóæèâàíèÿ. Ýòî æå ïîëîæåíèå ðàñïðîñòðàíÿåòñÿ è íà
äâèæèìîå èìóùåñòâî, ÿâëÿþùååñÿ ñîáñòâåííîñòüþ ïðåäñòàâëÿåìîãî
ãîñóäàðñòâà èëè íàõîäÿùååñÿ â åãî âëàäåíèè èëè ïîëüçîâàíèè äëÿ
êîíñóëüñêèõ öåëåé.
Ïðèâèëåãèè è èììóíèòåòû êîíñóëüñêèõ äîëæíîñòíûõ ëèö îïðåäåëåíû Âåíñêîé êîíâåíöèåé î êîíñóëüñêèõ ñíîøåíèÿõ 1963 ã. Îñíîâíûì èç
íèõ ÿâëÿåòñÿ ëè÷íàÿ íåïðèêîñíîâåííîñòü. Êîíâåíöèÿ íàëàãàåò íà ãîñóäàðñòâî ïðåáûâàíèÿ îáÿçàííîñòü îòíîñèòüñÿ ê êîíñóëüñêèì äîëæíîñòíûì ëèöàì ñ äîëæíûì óâàæåíèåì è íå äîïóñêàòü êàêèõ-ëèáî ïîñÿãàòåëüñòâ íà èõ ëè÷íîñòü, ñâîáîäó è äîñòîèíñòâî. Êîíñóëüñêèå äîëæíîñòíûå ëèöà â ñëó÷àå ñîâåðøåíèÿ èìè òÿæêèõ ïðåñòóïëåíèé íå ìîãóò áûòü
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ïîäâåðãíóòû àðåñòó èëè ïðåäâàðèòåëüíîìó çàêëþ÷åíèþ áåç ïîñòàíîâëåíèÿ êîìïåòåíòíûõ ñóäåáíûõ âëàñòåé. Êîíñóëüñêèå äîëæíîñòíûå ëèöà íå
ìîãóò áûòü çàêëþ÷åíû â òþðüìó è íå ïîäëåæàò íèêàêèì äðóãèì ôîðìàì
îãðàíè÷åíèÿ ëè÷íîé ñâîáîäû, èíà÷å êàê âî èñïîëíåíèå ñóäåáíûõ ïîñòàíîâëåíèé, âñòóïèâøèõ â çàêîííóþ ñèëó. Åñëè ïðîòèâ êîíñóëà âîçáóæäàåòñÿ óãîëîâíîå äåëî, îí îáÿçàí ëè÷íî ÿâèòüñÿ â êîìïåòåíòíûå îðãàíû.
Åñëè îáâèíåíèå ïðåäúÿâëåíî ãëàâå êîíñóëüñêîãî ó÷ðåæäåíèÿ, ãîñóäàðñòâî ïðåáûâàíèÿ äîëæíî íåçàìåäëèòåëüíî ñîîáùèòü îá ýòîì ïðåäñòàâëÿåìîìó ãîñóäàðñòâó ÷åðåç äèïëîìàòè÷åñêèå êàíàëû.
Èììóíèòåò îò þðèñäèêöèè. Â ñîîòâåòñòâèè ñ ïîëîæåíèÿìè Âåíñêîé êîíâåíöèè êîíñóëüñêèå äîëæíîñòíûå ëèöà è ñëóæàùèå íå ïîäëåæàò þðèñäèêöèè ñóäåáíûõ èëè àäìèíèñòðàòèâíûõ îðãàíîâ ãîñóäàðñòâà ïðåáûâàíèÿ â îòíîøåíèè äåéñòâèé, ñîâåðøàåìûõ èìè ïðè
âûïîëíåíèè ñëóæåáíûõ ôóíêöèé.
Íàëîãîâûå è òàìîæåííûå ëüãîòû. Âåíñêàÿ êîíâåíöèÿ îñâîáîæäàåò
êîíñóëüñêèõ äîëæíîñòíûõ ëèö è êîíñóëüñêèõ ñëóæàùèõ, à òàêæå
÷ëåíîâ èõ ñåìåé, îò âñåõ ãîñóäàðñòâåííûõ è ìåñòíûõ íàëîãîâ è ñáîðîâ, âêëþ÷àÿ íàëîãè íà çàðàáîòíóþ ïëàòó è íà ïðèíàäëåæàùåå èì
äâèæèìîå èìóùåñòâî. Èç ýòîãî ïðàâèëà äåëàþòñÿ èñêëþ÷åíèÿ â îòíîøåíèè êîñâåííûõ íàëîãîâ, ñáîðîâ è íàëîãîâ íà ÷àñòíîå íåäâèæèìîå èìóùåñòâî, íàõîäÿùååñÿ íà òåððèòîðèè ãîñóäàðñòâà ïðåáûâàíèÿ, íàëîãîâ è ñáîðîâ íà ÷àñòíûé äîõîä, èñòî÷íèê êîòîðîãî íàõîäèòñÿ â ãîñóäàðñòâå ïðåáûâàíèÿ, è íåêîòîðûõ äðóãèõ íàëîãîâ è ñáîðîâ.
Êîíñóëüñêèå äîëæíîñòíûå ëèöà è êîíñóëüñêèå ñîòðóäíèêè îñâîáîæäàþòñÿ îò òàìîæåííûõ ïîøëèí, íàëîãîâ è ñáîðîâ íà ïðåäìåòû,
ïðåäíàçíà÷åííûå äëÿ ëè÷íîãî ïîëüçîâàíèÿ (ëè÷íûé áàãàæ, ïðåäìåòû îáñòàíîâêè è ìåáåëü). Êðîìå òîãî, ëè÷íûé áàãàæ êîíñóëüñêîãî
äîëæíîñòíîãî ëèöà, êîòîðûé ñëåäóåò âìåñòå ñ íèì, îñâîáîæäàåòñÿ îò
òàìîæåííîãî äîñìîòðà.
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×àñòü II. ÝÒÈÊÀ ÄÅËÎÂÛÕ ÎÒÍÎØÅÍÈÉ
Ãëàâà 6.
ÏÐÈÍÖÈÏÛ ÄÅËÎÂÎÃÎ ÝÒÈÊÅÒÀ
Ìîðàëüíûå íîðìû ÿâëÿþòñÿ ðåçóëüòàòîì ìíîãîâåêîâîãî îïûòà ÷åëîâå÷åñêîãî îáùåñòâà, êîòîðîå âñåãäà ñòðåìèëîñü ê
òîìó, ÷òîáû êàæäûé ÷åëîâåê è îáùåñòâî â öåëîì ìîãëè ãàðìîíè÷íî
ñîñóùåñòâîâàòü.
×åëîâå÷åñòâî ïîñòîÿííî ïðåñëåäîâàëî êàê îäíó èç âàæíåéøèõ öåëåé ãàðìîíèþ â ñîâìåñòíîì ïðîæèâàíèè ëþäåé. Íîðìû ìîðàëè âîçíèêëè êàê ðåçóëüòàò óñèëèé ÷åëîâåêà ðàçãðàíè÷èòü äîáðî è çëî, îïðåäåëèòü, ÷òî æå òàêîå äîáðîäåòåëü. Ñóùåñòâóþò äâå òî÷êè çðåíèÿ. Îäíà
èç íèõ ñîäåðæèò óòâåðæäåíèå, ÷òî ñòðåìëåíèå ÷åëîâåêà ê äîáðó ïîñòîÿííî è åñòåñòâåííî. Ýòî óâàæèòåëüíûé ïîäõîä ê ÷åëîâåêó. Òàêîé
ïîçèöèè ïðèäåðæèâàëèñü Äåìîêðèò, Ýïèêóð, Ëóêðåöèé, Ñîêðàò,
Ïëàòîí, Àðèñòîòåëü, Ôåéåðáàõ è äð.
Äðóãàÿ òî÷êà çðåíèÿ ñîñòîèò â òîì, ÷òî íå òàê âàæíî, ê ÷åìó
ñòðåìèòñÿ ñàì ÷åëîâåê, âàæíåå ïîñòàâèòü åãî ïåðåä íåîáõîäèìîñòüþ
ïîä÷èíÿòüñÿ äîëãó. Ýòîò ïîäõîä õàðàêòåðåí äëÿ Êàíòà, Ëþòåðà.
Ñòîëêíîâåíèå ýòèõ äâóõ òåíäåíöèé îòðàæàåò ñóùíîñòü ìîðàëè, ðàñêðûâàþùåéñÿ â ãëàâíîé ïðîáëåìå: êàêîâî ñîîòíîøåíèå çëîãî è äîáðîãî íà÷àëà â ÷åëîâåêå?
 ñîâðåìåííîé äåëîâîé ïðàêòèêå òàêèå ÷åðòû, êàê òðóäîëþáèå,
áåñêîðûñòíàÿ äîáðîæåëàòåëüíîñòü, ïóíêòóàëüíîñòü, ñâîåâðåìåííîñòü
èñïîëíåíèÿ ïðèêàçîâ è ðàñïîðÿæåíèé, ïðàâäèâîñòü, òî÷íîñòü, ñïðàâåäëèâûå ðåøåíèÿ è ò.ï., êâàëèôèöèðóþòñÿ êàê ìîðàëüíûå êà÷åñòâà.
È íàîáîðîò, âçÿòî÷íè÷åñòâî, áåñïðèíöèïíîñòü, êîððóïöèÿ, ïîäòàñîâêà ôàêòîâ, óêëîíåíèå îò îòâåòñòâåííîñòè îöåíèâàþòñÿ êàê àìîðàëüíûå.
Íîðìû ìîðàëè îòëè÷àþòñÿ îò ïðàâîâûõ òåì, ÷òî îíè íå çàôèêñèðîâàíû â ãîñóäàðñòâåííûõ è ìåæäóíàðîäíûõ ðåãëàìåíòèðóþùèõ äîêóìåíòàõ. Íàðóøåíèå ìîðàëüíûõ ñòàíäàðòîâ âëå÷åò çà
ñîáîé íå òàêèå íàêàçàíèÿ, êàê íàðóøåíèå ïðàâîâûõ íîðì; ÷àùå
âñåãî íàðóøåíèå ìîðàëüíûõ óñòîåâ íàêàçûâàåòñÿ îáùåñòâåííûì
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ïîðèöàíèåì, êîòîðîå ïðîÿâëÿåòñÿ â ðàçëè÷íûõ ôîðìàõ – â âèäå
êðèòè÷åñêèõ çàìå÷àíèé, îñóæäåíèÿ, ïîðèöàíèÿ, îòêàçà â îáùåíèè. Íà íîðìàõ ìîðàëè îñíîâàíû òðàäèöèè, îáû÷àè, ïðèâû÷êè.
Îíè âåñüìà ðàçíîîáðàçíû â ðàçíûõ ñòðàíàõ, ðåãèîíàõ, ó ðàçíûõ
íàöèîíàëüíîñòåé. Íàïðèìåð, áåëûé öâåò ó íåêîòîðûõ íàðîäîâ ïî
òðàäèöèè îçíà÷àåò íàðÿäíîñòü, ïðàçäíè÷íîñòü, à ó äðóãèõ – òðàóð; ó ìíîãèõ íàðîäîâ, ãîâîðÿùèõ íà íåìåöêîì ÿçûêå, ïî òðàäèöèè ñàìîå ïî÷åòíîå ìåñòî çà ñòîëîì – ñëåâà îò õîçÿéêè, à ïî
ñîâðåìåííûì ìåæäóíàðîäíûì òðàäèöèÿì – ñïðàâà îò õîçÿéêè.
Ïîäîáíûõ ïðèìåðîâ ìîæíî ïðèâåñòè ìíîæåñòâî.
Òðàäèöèè, áàçèðóþùèåñÿ íà íîðìàõ ìîðàëè, ÿâëÿþòñÿ îñíîâîé
ôîðìèðîâàíèÿ âíåøíèõ ïðîÿâëåíèé ïîâåäåíèÿ è ïîñòóïêîâ ÷åëîâåêà
è â çíà÷èòåëüíîé ìåðå îòðàæàþòñÿ íà âçàèìîîòíîøåíèÿõ ëþäåé â
ïðîöåññå îñóùåñòâëåíèÿ èìè äåëîâûõ îòíîøåíèé, à èìåííî:
– â ïîâåäåíèè âî âðåìÿ äåëîâûõ âñòðå÷ è ïåðåãîâîðîâ;
– â îäåæäå, åå îïðÿòíîñòè, ÷èñòîòå, áåçóïðå÷íîñòè;
– â äåëîâûõ áåñåäàõ;
– â îðãàíèçàöèè è îáîðóäîâàíèè ñëóæåáíîãî ïîìåùåíèÿ è ðàáî÷åãî ìåñòà;
– â ïîâåäåíèè âî âðåìÿ äåëîâûõ ïðèåìîâ è ò. ä.
Ñîâðåìåííûå äåëîâûå òðàäèöèè òðåáóþò òàêèõ ÷åðò, êàê òàêòè÷íîñòü, äîáðîæåëàòåëüíîñòü, ëþáåçíîñòü, ïóíêòóàëüíîñòü, âåæëèâîñòü,
âåðíîñòü ñëîâó, óìåíèå ñëóøàòü, óìåíèå âëàäåòü ñîáîé â êîíôëèêòíûõ ñèòóàöèÿõ.
Òðàäèöèè íå îñòàþòñÿ íåèçìåííûìè: îäíè ïåðåñòàþò ñóùåñòâîâàòü, ñòèðàþòñÿ èç ïàìÿòè è èç óïîòðåáëåíèÿ, äðóãèå ðîæäàþòñÿ è
ïîñòåïåííî ïðèîáðåòàþò ñèëó è ðàñïðîñòðàíåíèå, íåêîòîðûå ìåíÿþò
íå ñóòü, à ôîðìû ïðîÿâëåíèÿ.
Èçìåíåíèÿ â ãîñóäàðñòâåííîì óñòðîéñòâå, êóëüòóðå, õàðàêòåðå âçàèìîîòíîøåíèé íàðîäîâ, íàñåëÿþùèõ îïðåäåëåííóþ ñòðàíó è çåìíîé
øàð, à òàêæå òåõíè÷åñêèé, òåõíîëîãè÷åñêèé, íàó÷íûé ïðîãðåññ, ðàçâèòèå ñðåäñòâ êîììóíèêàöèè – âñå ýòî âëèÿåò íà òðàäèöèè.
Ñëåäîâàíèå òðàäèöèÿì ïîçâîëÿåò ïðîÿâèòü óâàæåíèå ê äðóãèì ëþäÿì, ê îáû÷àÿì ñòðàíû, åå êóëüòóðå. Íåäàðîì ãîñóäàðñòâåííûå è ïîëèòè÷åñêèå äåÿòåëè, ïëàíèðóÿ âèçèò â äðóãóþ ñòðàíó èëè ðåãèîí ñâîåé ñòðàíû, ñòðåìÿòñÿ çàðàíåå îçíàêîìèòüñÿ ñ òðàäèöèÿìè è îáû÷àÿìè
òîé ìåñòíîñòè (ïðèìåð – îáùåèçâåñòíûé îáùåïðèíÿòûé ðóññêèé îáû÷àé âñòðå÷àòü ñ «õëåáîì-ñîëüþ», õîòÿ âñåì î÷åâèäíî, ÷òî, êðîìå óâàæåíèÿ ê óñòîÿì íàöèè, òàêîå óãîùåíèå íèêàêîé ôóíêöèîíàëüíîé
íàãðóçêè íå íåñåò).
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Íàðóøåíèå íîðì ìîðàëè, ðàâíî êàê òðàäèöèé è îáû÷àåâ, îáû÷íî
íàêàçóåìî, îäíàêî ôîðìû íàêàçàíèÿ ìîãóò áûòü ðàçíûå: îáùåñòâåííîå ïîðèöàíèå, çàìå÷àíèå, îòêàç â îáùåíèè, íåæåëàíèå ïðîäîëæàòü â
äàëüíåéøåì äðóæåñêèå îòíîøåíèÿ, îñóæäåíèå, îñìåÿíèå. Èíîãäà äàæå
îñóæäàþùèé âçãëÿä, èðîíè÷åñêàÿ óëûáêà èëè èðîíè÷åñêèé òîí ñêàçàííûõ ôðàç ÿâëÿþòñÿ äîñòàòî÷íî îùóòèìûì íàêàçàíèåì.
Èòàê, ïðàâîâûå, ìîðàëüíûå íîðìû, òðàäèöèè, îáû÷àè ñõîäíû ïî
ñóòè, ïðè÷èíàì âîçíèêíîâåíèÿ; èíîãäà îíè îòëè÷àþòñÿ äðóã îò äðóãà
òîëüêî ôîðìàìè ïðîÿâëåíèÿ. Íàïðèìåð, âîðîâñòâî îñóæäàåòñÿ êàê þðèäè÷åñêèìè ñòàíäàðòàìè, òàê è ñóùåñòâîâàâøèìè ðàíåå è ñóùåñòâóþùèìè ñåãîäíÿ íîðìàìè ìîðàëè, òðàäèöèÿìè âñåõ íàöèîíàëüíîñòåé,
îáû÷àÿìè.
Óñòîè æèçíè îáùåñòâà, âûðàæàþùèåñÿ â ðàçëè÷íûõ ôîðìàõ â ôîðìå
ïðàâîâîé, ìîðàëüíîé, òðàäèöèîííîé è ïð. ïîñëóæèëè îñíîâîé òîé ñóììû íîðì, ñòàíäàðòîâ, ðåêîìåíäàöèé, òðåáîâàíèé, ïðåäúÿâëÿåìûõ ê ïîâåäåíèþ è ïîñòóïêàì ëþäåé, êîòîðóþ ïðèíÿòî íàçûâàòü ýòèêåòîì.
Ýòèêåò (etuquette) – ôðàíöóçñêîå ñëîâî, îçíà÷àþùåå ìàíåðó, ñïîñîá âåñòè ñåáÿ â îáùåñòâå.
Ñîâðåìåííûå èññëåäîâàòåëè æèçíè îáùåñòâà è èñòîðèêè óòâåðæäàþò, ÷òî ðîäèíîé ýòèêåòà ÿâëÿåòñÿ Èòàëèÿ XIV â., êîòîðàÿ íå òîëüêî
îòëè÷àëàñü îò âàðâàðñêîé Àíãëèè, Ãåðìàíèè è äàæå Ôðàíöèè óâàæåíèåì ê ñèëå, áîãàòñòâó è ðîäîâèòîñòè, íî òàêæå ïîëàãàëà îáÿçàòåëüíûì íàëè÷èå ó áîãàòûõ è çíàòíûõ ëþäåé ïðèÿòíûõ ìàíåð, ëþáåçíîãî
îáõîæäåíèÿ, óìåíèÿ âåñòè ñåáÿ â îáùåñòâå. Áîëåå òîãî, âåñüìà æåëàòåëüíûì ñ÷èòàëàñü òàêæå îáðàçîâàííîñòü – è ýòî òîãäà, êîãäà, íàïðèìåð, Ôðàíöèÿ íå óâàæàëà ïðåäñòàâèòåëåé íàóê, ïðåçèðàëà ó÷åíûõ,
ñ÷èòàëà èõ çàíÿòèÿ áåññìûñëåííûìè. Èñòîðè÷åñêè ýòèêåò âîçíèê, ïðåæäå âñåãî, âî äâîðöàõ, ïîýòîìó è áûë íàçâàí äâîðöîâûì èëè ãîñóäàðñòâåííûì. Åñòåñòâåííûì îáðàçîì íîðìû ïîâåäåíèÿ ãîñóäàðåé ïðè âñòðå÷àõ, ðàçâèâàÿñü, äàëè æèçíü äèïëîìàòè÷åñêîìó ýòèêåòó, ïîñêîëüêó
äèïëîìàòû ïðè ïåðåãîâîðàõ âûðàæàëè ãîñóäàðñòâåííóþ òî÷êó çðåíèÿ.
Îäíîâðåìåííî ðàçâèâàëñÿ âîèíñêèé ýòèêåò, ïîääåðæèâàþùèé
ñòðîéíîñòü è ñòðîãîñòü ïðàâèë ïîâåäåíèÿ â àðìèè, áåç êîòîðîãî ïîðÿäîê ïðîñòî áûë áû íåâîçìîæåí.
Ïîÿâèëèñü è äðóãèå âèäû ýòèêåòà – ñâåòñêèé, èíîãäà ñåé÷àñ íàçûâàåìûé îáùåãðàæäàíñêèì.
Ñàìûé «ìîëîäîé» èç íèõ – äåëîâîé ýòèêåò. Òðåáîâàíèÿ ýòèêåòà, â
òîì ÷èñëå è äåëîâîãî, íå íîñÿò àáñîëþòíîãî õàðàêòåðà, îíè ìåíÿþòñÿ
ñ òå÷åíèåì âðåìåíè, ïîä âëèÿíèåì ôàêòîðîâ, î êîòîðûõ óïîìèíàëîñü
ðàíåå.
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Ñîâðåìåííûé äåëîâîé ÷åëîâåê ñëåäóåò ýòèì íåïèñàíûì íîðìàì
ïîâåäåíèÿ. Ìîæíî ðåêîìåíäîâàòü åìó íå ïðîñòî ñëåïî è áåçîãîâîðî÷íî èñïîëíÿòü òðåáîâàíèÿ äåëîâîãî ýòèêåòà, íî ïîñòàðàòüñÿ ïîíÿòü èõ
âíóòðåííèé ñìûñë è ñîäåðæàíèå, êîòîðîå è äåëàåò èõ íåîáõîäèìûìè
â äåëîâîì îáùåíèè.
Ìàíåðû îòðàæàþò âíóòðåííþþ êóëüòóðó ÷åëîâåêà, åãî èñòèííîå
îòíîøåíèå ê ìîðàëè, åãî ïîíèìàíèå ìîðàëüíûõ òðåáîâàíèé, à òàêæå,
îñìåëèìñÿ ñêàçàòü, åãî èíòåëëåêò.
Äåëîâîé ýòèêåò – âàæíàÿ ñîñòàâëÿþùàÿ äåëîâûõ îòíîøåíèé, áàçèðóþùàÿñÿ íà ìíîãîâåêîâîé ìóäðîñòè, îïðåäåëÿþùåé ïðåäñòàâëåíèÿ î äóõîâíûõ è ìàòåðèàëüíûõ öåííîñòÿõ.
Ìîæíî ñêàçàòü, ÷òî äåëîâîé ýòèêåò – ýòî âíåøíåå âûðàæåíèå
âíóòðåííåé ìîðàëüíîñòè è êóëüòóðû ÷åëîâåêà.
Äåëîâîé ýòèêåò áàçèðóåòñÿ íà ñëåäóþùèõ ïðèíöèïàõ:
1. Çäðàâûé ñìûñë: íîðìû äåëîâîãî ýòèêåòà íå äîëæíû ïðîòèâîðå÷èòü çäðàâîìó ñìûñëó, à çäðàâûé ñìûñë ïîäñêàçûâàåò, ÷òî äåëîâîé
ýòèêåò â öåëîì íàïðàâëåí íà ïîääåðæàíèå ïîðÿäêà, îðãàíèçîâàííîñòè, ýêîíîìèþ âðåìåíè è äðóãèå ðàçóìíûå öåëè.
Íîðìû ýòèêåòà, íàðóøàþùèå äåëîâûå âçàèìîîòíîøåíèÿ, óñòîÿâøèåñÿ ïðàâèëà îáùåíèÿ, çäðàâûì ñìûñëîì ïîääåðæèâàåìû áûòü íå
ìîãóò.
2. Ñâîáîäà: èìååòñÿ â âèäó òî, ÷òî ïðàâèëà è íîðìû äåëîâîãî ýòèêåòà, õîòÿ è ñóùåñòâóþò è âåñüìà ðåâíîñòíî èñïîëíÿþòñÿ, òåì íå
ìåíåå íå äîëæíû ïðåïÿòñòâîâàòü ñâîáîäíîìó âîëåèçúÿâëåíèþ êàæäîãî äåëîâîãî ïàðòíåðà, ñâîáîäå âûáîðà ïàðòíåðîâ ïî áèçíåñó, ñâîáîäå
ïîäáîðà ìåòîäîâ è ñïîñîáîâ èñïîëíåíèÿ äîãîâîðåííîñòåé ìåæäó ñòîðîíàìè.
Ñâîáîäà ïðåäïîëàãàåò òàêæå òåðïèìîå îòíîøåíèå ê ïðîÿâëåíèþ
íàöèîíàëüíûõ îñîáåííîñòåé, êóëüòóðíûõ íàöèîíàëüíûõ òðàäèöèé,
ëîÿëüíîñòü ê ñâîáîäíî ïðîÿâëÿåìîé òî÷êå çðåíèÿ, ê ðàçëè÷íûì äåëîâûì ïîçèöèÿì. Îäíàêî òàêîé ïðèíöèï äåëîâîãî ýòèêåòà, êàê ñâîáîäà,
îãðàíè÷åí:
– çäðàâûì ñìûñëîì;
– êëèìàòè÷åñêèìè óñëîâèÿìè;
– òðàäèöèÿìè;
– íàöèîíàëüíûìè îñîáåííîñòÿìè;
– ïîëèòè÷åñêèì ðåæèìîì è äð.
3. Ýòè÷íîñòü: âåñü êîìïëåêñ íîðì, ñòàíäàðòîâ, òðåáîâàíèé, ðåêîìåíäàöèé, ñîñòàâëÿþùèé äåëîâîé ýòèêåò, ñàìîé ñâîåé ñóòüþ è ñîäåð41
æàíèåì ïðîñòî îáÿçàí áûòü ýòè÷íûì, ìîðàëüíûì, ò.å. äåëîâîé ýòèêåò
öåëèêîì è ïîëíîñòüþ îðèåíòèðîâàí íà äîáðî. Íî êàê òðàêòîâàòü ýòó
ãëàâíóþ êàòåãîðèþ ìîðàëè, äðóãèìè ñëîâàìè, ÷òî ñ÷èòàòü äîáðîì è
÷òî ñ÷èòàòü çëîì, â ñôåðå áèçíåñà – âîïðîñ ñëîæíûé è íåîäíîçíà÷íûé. Âñå ñîäåðæàíèå äàííîé îáëàñòè çíàíèé, à òàêæå ó÷åáíîé äèñöèïëèíû «Äåëîâîé ýòèêåò» èìååò ñâîåé ãëàâíîé öåëüþ «îêðóæèòü» áèçíåñ ìíîæåñòâîì «ýòè÷åñêèõ ôèëüòðîâ», îñòàâëÿþùèõ àìîðàëüíîå ïîâåäåíèå è ïîñòóïêè ëþäåé çà ðàìêàìè ñôåðû äåëîâûõ îòíîøåíèé.
4. Óäîáñòâî: íîðìû äåëîâîãî ýòèêåòà – íå ïóòû, íå îêîâû, íå
êàíäàëû íà ðóêàõ è íîãàõ ïàðòíåðîâ ïî áèçíåñó, îíè íå äîëæíû
ñêîâûâàòü äåëîâûõ ëþäåé, ìåøàÿ òåì ñàìûì äåëîâûì îòíîøåíèÿì è
òîðìîçÿ ðàçâèòèå ýêîíîìèêè.
Óäîáíûì äëÿ äåëîâîãî ÷åëîâåêà äîëæíî áûòü âñå – îò ïëàíèðîâêè
ñëóæåáíîãî ïîìåùåíèÿ äî ðàçìåùåíèÿ îáîðóäîâàíèÿ â íåì, îò äåëîâîé îäåæäû äî ïðàâèë ïðîâåäåíèÿ ïðåçåíòàöèé è òðåáîâàíèé, ïðåäúÿâëÿåìûõ ê äåëîâûì ïåðåãîâîðàì, ïðè÷åì ýòè óäîáñòâà äîëæíû áûòü
îáåñïå÷åíû â ðàâíîé ñòåïåíè äëÿ âñåõ ó÷àñòíèêîâ äåëîâûõ îòíîøåíèé.
5. Öåëåñîîáðàçíîñòü: ñóòü ýòîãî ïðèíöèïà â òîì, ÷òî êàæäîå ïðåäïèñàíèå äåëîâîãî ýòèêåòà äîëæíî ñëóæèòü îïðåäåëåííûì öåëÿì. Âèäû
äåëîâûõ îòíîøåíèé – ïðåçåíòàöèÿ, äåëîâàÿ áåñåäà, âåäåíèå ïåðåãîâîðîâ è ò.ï. – èìåþò ðàçíîîáðàçíûå öåëè, è êàæäûé àñïåêò äåëîâîãî
ýòèêåòà äîëæåí èì ñîîòâåòñòâîâàòü.
6. Ýêîíîìè÷íîñòü: ýòèêà äåëîâûõ îòíîøåíèé íå äîëæíà îáõîäèòüñÿ
ñëèøêîì äîðîãî; âûñîêàÿ «ñòîèìîñòü» ìîðàëüíîñòè â äåëàõ ñàìà ïî
ñåáå íå ýòè÷íà, ïîñêîëüêó ïðåäñòàâëÿåò ñîáîé âû÷åò ëèáî èç ïðèáûëè
îðãàíèçàöèè, ëèáî èç äîõîäîâ îòäåëüíîãî ñîòðóäíèêà.
Ðàçóìíàÿ ñòîèìîñòü – âîò òî ñîîáðàæåíèå, êîòîðûì ñëåäóåò ðóêîâîäñòâîâàòüñÿ ïðîòîêîëüíîìó îòäåëó îðãàíèçàöèè.
7. Êîíñåðâàòèçì: ýòîò ïðèíöèï ÿâëÿåòñÿ ñàìî ñîáîé ðàçóìåþùèìñÿ, òàê êàê êîðíè äåëîâîãî ýòèêåòà – â ýòèêåòå ãîñóäàðñòâåííîì,
èìåþùåì ìíîãîâåêîâóþ èñòîðèþ, â ýòèêåòå âîèíñêîì (ñòîëü æå ïî÷òåííîãî âîçðàñòà), â ñâåòñêîì (îáùåãðàæäàíñêîì) ýòèêåòå, êîòîðûé
õîòÿ è íå ñòîëü äàâíî ñóùåñòâóåò, îäíàêî åãî êîíöåïöèè çàâîåâàëè
ïðî÷íîå ìåñòî â æèçíè îáùåñòâà è ñòàëè êëàññè÷åñêèìè. Êîíñåðâàòèçì âî âíåøíåì îáëèêå äåëîâîãî ÷åëîâåêà, â åãî ìàíåðàõ, ñêëîííîñòÿõ, ïðèâåðæåííîñòè ê òåì èëè èíûì òðàäèöèÿì íåâîëüíî âûçûâàåò
àññîöèàöèè ÷åãî-òî íåçûáëåìîãî, ïðî÷íîãî, íàäåæíîãî; à íàäåæíûé
ïàðòíåð â äåëàõ – ïðåäåë æåëàíèé äëÿ êàæäîãî äåëîâîãî ÷åëîâåêà.
Íàäåæíîñòü, ôóíäàìåíòàëüíîñòü, ñòàáèëüíîñòü – âåñüìà ïðèâëåêà42
òåëüíûå â äåëîâîì ìèðå ÷åðòû (è íå òîëüêî â äåëîâîì!), è îíè èìåþò
ñîäåðæàòåëüíóþ ñâÿçü ñ êîíñåðâàòèçìîì.
8. Íåïðèíóæäåííîñòü: íîðìû äåëîâîãî ýòèêåòà äîëæíû áûòü òàêîâû, ÷òîáû ñîáëþäåíèå èõ íå ïðåâðàùàëîñü â íå÷òî íàâÿçûâàåìîå,
îòòîðãàåìîå ïñèõîëîãè÷åñêè; îíè åñòåñòâåííû, èñïîëíÿåìû ñ ëåãêîñòüþ è áåç íàïðÿæåíèÿ. (Âíèìàíèå! Íåëüçÿ ïóòàòü íåïðèíóæäåííîñòü ñ
áåñöåðåìîííîñòüþ, ðàñõëÿáàííîñòüþ, íåâíèìàíèåì ê îêðóæàþùèì,
íåâîñïèòàííîñòüþ).
9. Óíèâåðñàëüíîñòü: ýòî çíà÷èò, ÷òî ñëåäóåò ñòàðàòüñÿ, ÷òîáû êàæäàÿ ðåêîìåíäàöèÿ èëè íîðìà äåëîâîãî ýòèêåòà áûëà íàïðàâëåíà íà
ìíîãèå ñòîðîíû äåëîâûõ âçàèìîîòíîøåíèé.
10. Ýôôåêòèâíîñòü: ñóòü ýòîãî ïðèíöèïà â òîì, ÷òî ñòàíäàðòû
äåëîâûõ îòíîøåíèé äîëæíû ñïîñîáñòâîâàòü ñîêðàùåíèþ ñðîêîâ èñïîëíåíèÿ äîãîâîðîâ, çàêëþ÷åíèþ áîëüøåãî ÷èñëà äîãîâîðîâ, óìåíüøåíèþ êîëè÷åñòâà êîíôëèêòîâ â êîëëåêòèâå è ò.ä.
 êîíå÷íîì èòîãå èñïîëüçîâàíèå äåëîâîé ýòèêè ÿâëÿåòñÿ ýêîíîìè÷åñêè âûãîäíûì.
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Ãëàâà 7.
ÎÄÅÆÄÀ È ÌÀÍÅÐÛ
ÄÅËÎÂÎÃÎ ÌÓÆ×ÈÍÛ
Óñïåõ â áèçíåñå çàâèñèò îò êîìïåòåíòíîñòè äåëîâîãî ÷åëîâåêà, åãî ïðîôåññèîíàëèçìà, àêòèâíîñòè è ìíîãèõ-ìíîãèõ äðóãèõ ôàêòîðîâ. Íåêîòîðûå èç íèõ âëèÿþò íà äîñòèæåíèå æåëàåìîãî ðåçóëüòàòà ïðÿìî è íåïîñðåäñòâåííî – çíàíèå äåëà, îïûò, íî
ðå÷ü ñåé÷àñ íå î íèõ.
Êîñâåííûå ôàêòîðû òàêæå âëèÿþò íà óñïåõ, è âíåøíèé îáëèê
äåëîâîãî ÷åëîâåêà – èìåííî òîò ôàêòîð, êîòîðûé òîæå îïðåäåëÿåò
ýôôåêòèâíîñòü äåëîâûõ ñâÿçåé, óñïåõ â äåëîâûõ êîíòàêòàõ è ñïîñîáñòâóåò ñîçäàíèþ íåîáõîäèìîé ðàáî÷åé àòìîñôåðû.
Âíåøíèé âèä è ìàíåðû – ýòî òî, ÷òî îêðóæàþùèå åãî ïàðòíåðû ïî
áèçíåñó âèäÿò è îöåíèâàþò ñðàçó, ïîêà åùå íå ñîñòîÿëîñü îáñóæäåíèå
ïðåäïîëàãàåìûõ ñäåëîê, ïîêà åùå íå ëåæèò íà ñòîëå ïðîåêò äîãîâîðà.
Êàæäàÿ ïðîôåññèîíàëüíàÿ ãðóïïà ëþäåé èìååò ñâîé íåïèñàíûé
êîäåêñ ïîâåäåíèÿ, ìàíåð, âíåøíåãî âèäà – ãîñóäàðñòâåííûå ñëóæàùèå, àêòåðû, ñòóäåíòû è ò.ï. Áèçíåñìåíû èìåþò òàêæå îïðåäåëåííûé
ñòèëü â îäåæäå è ìàíåðàõ.
Îáùàÿ õàðàêòåðèñòèêà ñòèëÿ äåëîâîãî ìóæ÷èíû: êîíñåðâàòèçì
(òàê êàê äåëîâàÿ ñôåðà ïî÷òè íå ïîäâåðæåíà ñëó÷àéíûì âëèÿíèÿì);
óìåðåííîñòü, ò.å. íå äîëæíî áûòü ñëèøêîì ðåçêèõ öâåòîâûõ êîíòðàñòîâ, èçëèøíå âû÷óðíûõ ôàñîíîâ îäåæäû èëè îáóâè è ò.ï.; áåçóïðå÷íàÿ àêêóðàòíîñòü è îïðÿòíîñòü, ïîñêîëüêó íåáðåæíî èëè
êðèâî çàâÿçàííûé ãàëñòóê, ãðÿçíàÿ îáóâü, ìÿòàÿ ñîðî÷êà ñîçäàþò
âïå÷àòëåíèå, ÷òî íîñèòåëü òàêîé îäåæäû íåòðåáîâàòåëåí ê ñåáå èëè
íå óâàæàåò îêðóæàþùèõ. Âîçíèêàåò ïðåäïîëîæåíèå, ÷òî îí òàêæå
íåòðåáîâàòåëåí ê ñåáå è ïðè èñïîëíåíèè äîãîâîðîâ, è òàêæå íåóâàæèòåëåí áóäåò ê èíòåðåñàì ïàðòíåðîâ â äåëîâîé ñôåðå.
Çàïàäíûé äåëîâîé ìèð îòëè÷àåòñÿ îò ðîññèéñêîãî (êðîìå ïðî÷åãî)
åùå è òåì, ÷òî ïðè îáñóæäåíèè äîãîâîðîâ, ñäåëîê è ò.ï. ó÷èòûâàåòñÿ
òî, êàê îäåò ïàðòíåð, êàêîâû åãî ìàíåðû. Îäíà äåòàëü, íà âçãëÿä
íåêîòîðûõ, ìîæåò áûòü, è íåçíà÷èòåëüíàÿ, íàïðèìåð íåñâåæèé íîñîâîé ïëàòîê, îòîðâàííàÿ ïóãîâèöà ïèäæàêà, ìîæåò íåãàòèâíûì îáðàçîì ïîâëèÿòü íà ðåçóëüòàò ïåðåãîâîðîâ.
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Äåëîâîé ìóæ÷èíà äîëæåí âûãëÿäåòü:
– óâåðåííûì â ñåáå;
– ñîëèäíûì;
– äåëîâûì;
– ýëåãàíòíûì;
– âíóøàþùèì äîâåðèå;
– íå ëèøåííûì âêóñà;
– íàäåæíûì;
– ïîðÿäî÷íûì;
– àêêóðàòíûì.
Îñíîâíîé âèä ìóæñêîé äåëîâîé îäåæäû – êîñòþì-òðîéêà.
Îò êà÷åñòâà òêàíè êîñòþìà çàâèñèò òî, êàê äîëãî îí ñîõðàíÿåò
ôîðìó, êàê äîëãî äåðæàòñÿ «ñòðåëêè» íà áðþêàõ. Æåëàòåëüíî, ÷òîáû
òêàíü áûëà âûïîëíåíà èç «ñóõîé» íèòè, ò.å. ñèëüíî êðó÷åíîé (òàêàÿ
òêàíü äîëãî îñòàåòñÿ ñóõîé ïðè ïîïàäàíèè ïîä äîæäü).
Äëèíà ïîëû ïèäæàêà â ñîâðåìåííîì êîñòþìå ìèðà áèçíåñà – äî
ïåðâîé ôàëàíãè áîëüøîãî ïàëüöà îïóùåííîé âíèç ðóêè. Äëèíà ðóêàâà
ïèäæàêà – äî çàïÿñòüÿ.
Òåìíî-ñèíèé öâåò – áîëåå ñòðîãèé è ïîýòîìó áîëåå îôèöèàëüíûé, ÷åì ñåðûé. Ïñèõîëîãè óòâåðæäàþò, ÷òî îí íå çàïîìèíàåòñÿ,
ïîòîìó ÷òî îí íåéòðàëüíûé. Ñëåäîâàòåëüíî, òåìíî-ñèíèé êîñòþì
ìîæíî íàäåâàòü íå îäèí ðàç â íåäåëþ, â «ñîïðîâîæäåíèè» ðàçíûõ
ñîðî÷åê è ãàëñòóêîâ. Åùå îäèí íþàíñ òåìíî-ñèíåãî öâåòà: îí äåëàåò
öâåò ëèöà ñâîåãî «íîñèòåëÿ» áîëåå çäîðîâûì, öâåòóùèì, ïîñêîëüêó
áðîñàåò íà ëèöî îòáëåñê òîãî öâåòà, êîòîðûé ÿâëÿåòñÿ ñîñòàâëÿþùèì â ñèíåì, – ðîçîâîãî. Ýòî íå çíà÷èò, ÷òî ìóæ÷èíà ñòàíîâèòñÿ
ðîçîâîùåêèì è ïîõîæèì íà áîäðîãî áîéñêàóòà, íåò, ïðîñòî îí âûãëÿäèò áîëåå çäîðîâûì, à ýòî íåìàëîâàæíî, îñîáåííî åñëè ïîçàäè
óæå áîëüøàÿ ÷àñòü íàïðÿæåííîãî òðóäîâîãî äíÿ, èìåþùàÿ ñâîèì
ñëåäñòâèåì óñòàëîñòü; êðîìå òîãî, âîçìîæíî, íå ëó÷øèì îáðàçîì
âëèÿåò ñîñòîÿíèå ïðîñòóæåííîñòè èëè ïñèõîëîãè÷åñêîå íàïðÿæåíèå îò òîëüêî ÷òî ïðîèçîøåäøåé íåïðèÿòíîé áåñåäû ñ êîëëåãîé
èëè ðóêîâîäñòâîì.
Ñåðûé öâåò ïñèõîëîãè÷åñêè ìÿã÷å, «òåïëåå»; äåëîâîé ìóæ÷èíà â
ñåðîì êîñòþìå âûãëÿäèò ïðèÿòíûì, äðóæåëþáíûì, ðàñïîëàãàþùèì
ê áåñåäå è îáùåíèþ.
Åñòü îäíî «ñâåòñêîå» ïðàâèëî: ÷åì òåìíåå öâåò, òåì îí àðèñòîêðàòè÷íåå. Ýòî â ñèëüíîé ñòåïåíè îòíîñèòñÿ ê ñåðîìó öâåòó: òåìíî-ñåðûé
êîñòþì áóäåò âûãëÿäåòü áîëåå äîðîãèì – íåçàâèñèìî îò èñòèííîé
öåíû, à ñâåòëî-ñåðûé – áîëåå äåøåâûì.
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Îòäåëüíî ñëåäóåò ñêàçàòü î ÷åðíîì öâåòå äëÿ ìóæñêîãî êîñòþìà.
Ýòî öâåò, îáÿçàòåëüíûé äëÿ âå÷åðíèõ äåëîâûõ ïðèåìîâ è òðàóðíûõ
öåðåìîíèé. Íî ìíåíèÿ î òîì, äîïóñòèì ëè ÷åðíûé öâåò êîñòþìà äëÿ
ïîâñåäíåâíîé äåëîâîé îáñòàíîâêè, â òåõ æå èñòî÷íèêàõ âåñüìà ïðîòèâîðå÷èâû. Îäíàêî, òåì íå ìåíåå, âåñû ñêëîíÿþòñÿ áîëåå â ñòîðîíó
òîé òî÷êè çðåíèÿ, êîòîðàÿ ñîñòîèò â ðåêîìåíäàöèè èñïîëüçîâàíèÿ
÷åðíîãî öâåòà ìóæñêîãî êîñòþìà êàê çíàêà, ñèìâîëà òîðæåñòâåííîñòè
äåëîâîãî ìåðîïðèÿòèÿ, íåçàâèñèìî îò òîãî, ñîïðîâîæäàåòñÿ ëè îíî
ïîçèòèâíûìè íàñòðîåíèÿìè (äåëîâîé ïðèåì) èëè íåãàòèâíûìè (òðàóðíàÿ öåðåìîíèÿ).
Äëÿ äåëîâîãî êîñòþìà òàêèå öâåòà, êàê áîðäî, êîðè÷íåâûé, áîëîòíî-çåëåíûé è ò.ï., èñêëþ÷åíû, èõ ñëåäóåò îñòàâèòü äëÿ îäåæäû, ïðåäíàçíà÷åííîé äëÿ îòäûõà (êëóá, çàãîðîäíàÿ ïðîãóëêà).
Èíòåíñèâíîñòü îêðàñêè òêàíè êîñòþìà çèìîé – áîëåå ãëóáîêàÿ,
ëåòîì – ìåíåå.
Êîñòþì èç òêàíè â ïîëîñêó äîïóñêàåòñÿ, íî ïîëîñêà íå äîëæíà
áûòü ñëèøêîì øèðîêîé èëè ðåçêîé, êîíòðàñòíîé.
Ìîæíî ëè íîñèòü ïèäæàê èç îäíîé òêàíè, à áðþêè – èç äðóãîé?
Äà, ìîæíî, íî íóæíî îáÿçàòåëüíî ïðîâåðèòü, êàê ñî÷åòàþòñÿ ìåæäó
ñîáîé ïèäæàê è áðþêè ïî öâåòó, ïî ðèñóíêó è ïî ôàêòóðå òêàíè.
Êîñòþì â ïîëîñêó äåëàåò ôèãóðó áîëåå ñòðîéíîé, ïîýòîìó åãî ïðåäïî÷èòàþò òå, ó êîãî ðàçìåð îäåæäû áîëüøå 54-ãî.
Êîñòþìû èç òêàíè áóêëå è òâèä äîïóñêàþòñÿ, îäíàêî òàêîé êîñòþì íå íîñèòñÿ öåëèêîì, èñïîëüçóåòñÿ îáÿçàòåëüíî ïèäæàê èç áóêëå
èëè òâèäà ñ áðþêàìè èç ãëàäêîêðàøåíîé òêàíè è ãëàäêîé ôàêòóðû.
Ïèäæàê êàê ýëåìåíò êîñòþìà ìîæåò áûòü îäíîáîðòíûì è äâóáîðòíûì – ïî æåëàíèþ. Äâóáîðòíûé ïèäæàê îáû÷íî ïðåäïî÷èòàþò áîëåå
ïîëíûå ìóæ÷èíû, òàê êàê îí äåëàåò ôèãóðó ñòðîéíåå.
Íå äîïóñêàþòñÿ â ìóæñêîì äåëîâîì êîñòþìå ýëåìåíòû ñïîðòèâíîãî ñòèëÿ, íàïðèìåð íàêëàäíûå êàðìàíû; âîåííîãî ñòèëÿ, íàïðèìåð
ïîãîí÷èêè; îõîòíè÷üåãî è êëóáíîãî ñòèëÿ.
Íåäîïóñòèìû ñîâðåìåííûå äåëîâûå êîñòþìû è äàæå ïèäæàêè èç
âåëüâåòà (ýòî òêàíü äëÿ îòäûõà, ñïîðòà, îõîòû), áàðõàòà, êîæè.
 ìèðîâîé ïðàêòèêå ñ÷èòàåòñÿ âåñüìà ïðåñòèæíûì íîñèòü êîñòþìû, èçãîòîâëåííûå ñ áîëüøîé äîëåé ðó÷íîãî òðóäà. Äåëî â òîì, ÷òî
øîâ, ñäåëàííûé ðóêàìè (îñîáåííî ýòî êàñàåòñÿ øâà, ñîåäèíÿþùåãî
âîðîòíèê ïèäæàêà ñî ñïèíêîé è ïîëî÷êàìè, à òàêæå øâà ïî îêàòó
ðóêàâà), ìÿã÷å, ëó÷øå ïîâòîðÿåò ôîðìó ÷åëîâå÷åñêîãî òåëà. Îäíàêî
êîñòþì ðó÷íîé ðàáîòû ñòîèò äîðîãî. Êðîìå âûñîêîé öåíû òàêèå êîñòþìû îòëè÷àåò è âûñîêîå êà÷åñòâî – è òêàíè, è ïîøèâà.
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Ïèäæàê îáû÷íî íîñÿò çàñòåãíóòûì, íî íèæíÿÿ ïóãîâèöà îäíîáîðòíîãî ïèäæàêà íå çàñòåãèâàåòñÿ, ÷òîáû äàòü íåêîòîðóþ ñâîáîäó øàãà
è óäîáñòâî â ñëó÷àå, êîãäà ÷åëîâåê ñàäèòñÿ. Âïðî÷åì, â ïîñëåäíåì
ñëó÷àå ïèäæàê ìîæíî âîîáùå ðàññòåãíóòü. Äâóáîðòíûé ïèäæàê âñåãäà
çàñòåãíóò íà âñå ïóãîâèöû. Äåëîâîé êîñòþì, êàê è âñÿ îäåæäà äåëîâîãî ÷åëîâåêà, ñîîòâåòñòâóåò ìîäå, íî óìåðåííî; ýêñòðàâàãàíòíîñòü â
äåëîâîé îäåæäå, îñîáåííî ìóæñêîé, íåäîïóñòèìà.
Äëèíà áðþê â ñîâðåìåííîé äåëîâîé îäåæäå: ñïåðåäè áðþêè íåáîëüøîé ñêëàäêîé íàäâèíóòû íà îáóâü, ñçàäè äîõîäÿò äî íà÷àëà èëè
ñåðåäèíû êàáëóêà. Ñêëàäêà íà áðþêàõ äîëæíà áûòü õîðîøî îòóòþæåíà. Áðþ÷íûé ðåìåíü – òîëüêî èç íàòóðàëüíîé êîæè, òåìíîãî öâåòà; ñî
ñêðîìíîé ïðÿæêîé – íèêàêèõ «ëüâèíûõ» è «âîë÷üèõ ãîëîâ». Ñîðî÷êà
(à íå ðóáàøêà!, ïîñêîëüêó, ñòðîãî ãîâîðÿ, òåðìèí «ðóáàøêà» – íåîôèöèàëüíûé, íîðìû êóëüòóðû ðå÷è òðåáóþò òåðìèíà «ñîðî÷êà») –
èç òîíêîãî õëîïêà, èíîãäà ñ äîáàâëåíèåì, ïðàêòè÷åñêè íåçàìåòíûì,
ñèíòåòèêè – äëÿ ìåíüøåé ñìèíàåìîñòè, âñåãäà ñâåòëûõ òîíî⠖ áåëàÿ, ñâåòëî-ñåðàÿ, ñâåòëî-ãîëóáàÿ, ñâåòëî-ïåñî÷íîãî îòòåíêà. Öâåò ñîðî÷êè, åñòåñòâåííî, äîëæåí ãàðìîíèðîâàòü ñ öâåòîì êîñòþìà. Âîðîòíèê – êëàññè÷åñêèé, òðàäèöèîííûé. Ðóêàâó ñîðî÷êè ïîëàãàåòñÿ íà 1–
1,5 ñì «âûãëÿäûâàòü» èç-ïîä ðóêàâà ïèäæàêà.
Âàæíûì ýëåìåíòîì îäåæäû ÿâëÿåòñÿ íîñîâîé ïëàòîê. Îí äîëæåí
áûòü, êàê è ñîðî÷êà, ñâåòëûõ òîíî⠖ áåëûé, íåæíî-ñåðûé è ò.ï., íî
íè â êîåì ñëó÷àå íå «ôåðìåðñêèõ» ðàñöâåòîê – ãóñòî-ñèíèé èëè êðàñíûé, â ÿðêóþ êëåòêó. Âòîðîé íîñîâîé ïëàòîê (êðîìå òîãî, êîòîðûé
ïðåäíàçíà÷åí äëÿ íåïîñðåäñòâåííîãî èñïîëüçîâàíèÿ), áåçóïðå÷íî ÷èñòûé, õðàíèòñÿ êàê ðåçåðâíûé, «íà âñÿêèé ñëó÷àé». Åãî ìîæíî ïðè
íåîáõîäèìîñòè ïðåäëîæèòü æåíùèíå, èì óäîáíî âûíóòü ñîðèíêó èç
ãëàçà è ò.ä. Îäíàêî åãî òîæå ñëåäóåò ïåðèîäè÷åñêè ìåíÿòü, òàê êàê,
äàæå áóäó÷è íåèñïîëüçîâàííûì, ïëàòîê ÷åðåç íåêîòîðîå âðåìÿ ïðèîáðåòàåò íåñâåæèé âèä.
Ãàëñòóê – òîò ýëåìåíò îäåæäû, êîòîðûé ïðàêòè÷åñêè íå ðåøàåò
íèêàêèõ ôóíêöèîíàëüíûõ çàäà÷. Ãàëñòóê äîëæåí ãàðìîíèðîâàòü ñ öâåòîì
ñîðî÷êè è êîñòþìà.
Ðèñóíîê íà ãàëñòóêå æåëàòåëåí ãåîìåòðè÷åñêîãî õàðàêòåðà – ïîëîñêà ðàçíîé øèðèíû, ãîðîøåê, ìåëêèå êâàäðàòû è ò.ï. Ñàìîå íàäåæíîå
ðåøåíèå â âûáîðå ðèñóíêà íà ãàëñòóêå – âûáðàòü îäíîòîííûé ãàëñòóê.
Äåëî â òîì, ÷òî òàêîé ãàëñòóê ïîäõîäèò ê ëþáîé ñîðî÷êå è ëþáîìó
êîñòþìó. Ïîýòîìó öåëåñîîáðàçíî â ñâîåì ãàðäåðîáå èìåòü ïîáîëüøå
îäíîòîííûõ ãàëñòóêî⠖ ñèíèé, òåìíî-êðàñíûé, òåìíî-ñåðûé, ñâåòëîñåðûé è ò.ï. Ïðèìåðíàÿ øèðèíà ãàëñòóêà (â ñðåäíåì) – òàêàÿ æå, êàê
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øèðèíà áîðòà ïèäæàêà, ò.å. åñëè áîðòà ïèäæàêà øèðîêèå, ãàëñòóê íå
äîëæåí áûòü óçêèì, è íàîáîðîò. Äëèíà ãàëñòóêà îïðåäåëÿåòñÿ òåì, ÷òî
îí äîëæåí çàêðûâàòü ïðÿæêó ïîÿñà áðþ÷íîãî ðåìíÿ.
Íåæåëàòåëüíû è âîîáùå íåäîïóñòèìû ãàëñòóêè ñ öâåòî÷íûì îðíàìåíòîì, ãàçåòíûì òåêñòîì, ôèãóðêàìè ëþäåé è æèâîòíûõ – òàêèå
ãàëñòóêè óìåñòíû íà îòäûõå.
Äëÿ ãàëñòóêà íå ðåêîìåíäóþòñÿ öâåòà ôèîëåòîâûå, ñèðåíåâûå, ðîçîâûå, ÿðêî-êðàñíûå. Ñóùåñòâóåò òàêîå òðåáîâàíèå: ïî èíòåíñèâíîñòè îêðàñêè íà ïåðâîì ìåñòå – ïèäæàê, íà âòîðîì – ãàëñòóê, íà
òðåòüåì – ñîðî÷êà.
Ñêîëüêî êîñòþìîâ ñëåäóåò èìåòü ñîâðåìåííîìó äåëîâîìó ìóæ÷èíå? Ñêîëüêî óãîäíî! Ñóùåñòâóåò òîëüêî íèæíÿÿ ãðàíèöà – íå ìåíåå
òðåõ: äëÿ ïîâñåäíåâíîé íîñêè ìîæíî ðåêîìåíäîâàòü ñåðûé è ñèíèé
öâåò, äëÿ òîðæåñòâåííûõ ñëó÷àå⠖ ÷åðíûé. Îäíàêî ïðè ñòîëü íåáîëüøîì êîëè÷åñòâå êîñòþìîâ ìîæíî îæèäàòü èõ áûñòðîé èçíàøèâàåìîñòè, è, ÷òîáû èçáåæàòü âïå÷àòëåíèÿ çàíîøåííîñòè â îäåæäå, ïðèäåòñÿ
÷àùå ïîêóïàòü íîâûå êîñòþìû, ÷òî â êîíå÷íîì èòîãå íå ïîçâîëèò
ñýêîíîìèòü íà äåëîâîì ãàðäåðîáå.
Ïîñêîëüêó, êàê èçâåñòíî, áðþêè èçíàøèâàþòñÿ ðàíüøå, ÷åì ïèäæàê, ðàçóìíî ïðèîáðåòàòü êîñòþì ñ äâóìÿ ïàðàìè áðþê, ïðè÷åì îäíè
èç íèõ ìîãóò ñëåãêà îòëè÷àòüñÿ ïî èíòåíñèâíîñòè îêðàñêè èëè äàæå
áûòü äðóãîãî öâåòà, íî ãàðìîíèðóþùåãî ñ öâåòîì ïèäæàêà.
Îáóâü – ïîëóáîòèíêè, öâåò – òîëüêî ÷åðíûé. Äîïóñêàåòñÿ òåìíîêîðè÷íåâûé, íàïðèìåð, ëåòîì, ê ñåðîìó êîñòþìó. Îáóâü – òîëüêî íà
øíóðêàõ, ïîäîøâà òîíêàÿ, êîæàíàÿ èëè èç çàìåíèòåëÿ. Íå äîïóñêàåòñÿ â äåëîâîì ìèðå îáóâü èç çàìøè, ëàêîâàÿ (îíà äëÿ âå÷åðíèõ äåëîâûõ ïðèåìîâ), èç êîæè êðîêîäèëà è çìåè.
Íîñêè – âàæíåéøèé ýëåìåíò îäåæäû. Èõ öâåò âñåãäà ïîâòîðÿåò
öâåò îáóâè, à öâåò îáóâè, êàê èçâåñòíî, ÷åðíûé. Íåäîïóñòèì öâåòíîé
ðèñóíîê íà íîñêàõ, îí ìîæåò áûòü òîëüêî ôàêòóðíûé.
Âåðõíÿÿ îäåæäà äîëæíà ïî öâåòó è ôàêòóðå òêàíè ñîîòâåòñòâîâàòü
êîñòþìó, ÷òîáû â òîò ìîìåíò, êîãäà äåëîâîé ÷åëîâåê ñíèìàåò ïëàù
èëè ïàëüòî, íå áûëî äèñãàðìîíèè â îäåæäå.
Øëÿïà (ìîæåò áûòü, êåïêà) ñîîòâåòñòâóåò ìîäå, íî óìåðåííî. Øàðô –
òîò ýëåìåíò ãàðäåðîáà, êîòîðûé ìîæåò áûòü ÿðêèì (áåëûì, êðàñíûì),
íî äîëæåí ãàðìîíèðîâàòü ñî âñåé ïðî÷åé îäåæäîé, íî ìîæåò áûòü òàêæå
è âåñüìà ñêðîìíûì ïî ðàñöâåòêå. Áåðåò â êà÷åñòâå ãîëîâíîãî óáîðà â
äåëîâîé îäåæäå íåäîïóñòèì, ðàâíî êàê è øàðô ðó÷íîé âÿçêè.
Ïëàù èëè ïàëüòî òîæå âïîëíå ìîãóò ñîîòâåòñòâîâàòü ìîäå, íî íå
äîëæíû áûòü óëüòðàìîäíûìè. Â âåðõíåé îäåæäå, êàê è â êîñòþìå,
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íåäîïóñòèìû ÷åðòû âîåííîãî, ñïîðòèâíîãî è ò.ï. ñòèëÿ. Öâåò äëÿ âåðõíåé îäåæäû ïðåäïî÷òèòåëåí ñåðûé, ÷åðíûé, ñèíèé.
Çîíò – ÷åðíûé. Àêñåññóàðû – ñóìêà, âèçèòêà, ïîðòìîíå, ïàïêà
èëè êåéñ, ôóòëÿð äëÿ î÷êîâ è äð. – ïðåäïî÷òèòåëüíî èç íàòóðàëüíîé
êîæè, íî íå èç êîæè çìåè, êðîêîäèëà è ïð.
Öâåò àêñåññóàðî⠖ ÷åðíûé, òåìíî-ñåðûé.
Ïàðôþìåðíûå è êîñìåòè÷åñêèå ñðåäñòâà, èñïîëüçóåìûå äåëîâûì
ìóæ÷èíîé, äîëæíû áûòü îäíîãî íàèìåíîâàíèÿ (îäíîé «ëèíèè»); çàïàõ äîëæåí áûòü ñâåäåí ê ìèíèìóìó, äàæå åñëè ýòî èçäåëèÿ äîðîãîé
è ìîäíîé ïàðôþìåðíîé ôèðìû.
Ïðè÷åñêà äåëîâîãî ìóæ÷èíû – ïî ìîäå, íî â óìåðåííîì åå âûðàæåíèè; íàïðèìåð, åñëè ýòî ïðè÷åñêà ñ äëèííûìè âîëîñàìè, òî îíè
ñçàäè íå äîëæíû áûòü äëèííåå âåðõíåãî êðàÿ âîðîòíèêà ñîðî÷êè. Àáñîëþòíî íåäîïóñòèìà äëÿ äåëîâîãî ìóæ÷èíû ñåðüãà (ñåðüãè) â óõå.
Ñîâðåìåííûé äåëîâîé ýòèêåò îòðèöàòåëüíî îòíîñèòñÿ òàêæå ê áîðîäå
è óñàì êàê ýëåìåíòàì âíåøíåãî âèäà.
Îäåæäà äëÿ äåëîâûõ ïðèåìîâ, òàê æå êàê è ïîâñåäíåâíàÿ äåëîâàÿ,
îòëè÷àåòñÿ êîíñåðâàòèâíîñòüþ, ïðèâåðæåííîñòüþ ê òðàäèöèÿì. Íà âñå
âèäû ïðèåìîâ, íà÷èíàþùèõñÿ äî 19 ÷àñîâ (ðàáî÷èé çàâòðàê, çàâòðàê,
êîêòåéëü è ò.ï.), ðåêîìåíäóåòñÿ îäíîöâåòíûé êîñòþì íåÿðêîãî òîíà;
÷åì áëèæå ê âå÷åðó, òåì êîñòþì òåìíåå.
Íà äåëîâûå ïðèåìû, íà÷àëî êîòîðûõ íàçíà÷åíî íà 19 ÷àñîâ (èëè
ïîçæå), ïðèíÿòî îäåâàòü êîñòþì òåìíîãî öâåòà; ýòî âïîëíå ìîæåò
áûòü ÷åðíûé êîñòþì. Áîëåå íàðÿäíàÿ îäåæäà äëÿ âå÷åðíåãî ïðèåìà –
ñìîêèíã; îáû÷íî â ïðèãëàøåíèè ýòî óêàçûâàåòñÿ îòäåëüíîé ñòðîêîé.
Ñîðî÷êà – áåëàÿ, ãàëñòóê – íåÿðêîé ðàñöâåòêè èëè ãàëñòóê-áàáî÷êà.
Öâåò ãàëñòóêà äîëæåí ãàðìîíèðîâàòü ñ öâåòîì êîñòþìà. Îáóâü – ÷åðíûå ïîëóáîòèíêè, ê ñìîêèíãó – ëàêîâàÿ îáóâü. Åñëè ïðèåì ïðîõîäèò
ëåòîì, òî ê îäíîöâåòíîìó êîñòþìó íåÿðêèõ òîíîâ äîïóñêàåòñÿ òåìíàÿ
öâåòíàÿ îáóâü ãàðìîíèðóþùåãî ñ êîñòþìîì öâåòà.
Ñëåäóåò íàïîìíèòü åùå î òîì, ÷òî öâåò, ïëîòíîñòü è ôàêòóðà òêàíè êîñòþìà äîëæíû ñîîòâåòñòâîâàòü âðåìåíè ãîäà è êëèìàòó ðåãèîíà.
Äåëîâîé ìóæ÷èíà, êðîìå îáû÷íîé ïîâñåäíåâíîé äåÿòåëüíîñòè è
ó÷àñòèÿ â äåëîâûõ ïðèåìàõ, çàíèìàåòñÿ ñïîðòîì è ïîñåùàåò ðàçëè÷íûå ñïîðòèâíûå ìåðîïðèÿòèÿ, êëóáû. Äëÿ ýòîãî èñïîëüçóåòñÿ îäåæäà:
êîñòþì äëÿ week-end è êîñòþì ñïîðòèâíîãî òèïà. Êîñòþì äëÿ weekend ñîñòîèò èç áðþê ñïîðòèâíîãî òèïà (èç âåëüâåòà, äðóãîé ðûõëîé
òêàíè – áóêëå, òâèä) è êóðòêè èëè ïóëîâåðà, çàìåíÿþùèõ ïèäæàê.
Ñîðî÷êà òàêæå ñïîðòèâíîãî òèïà – öâåòíàÿ, â êëåòêó èëè ñ äðóãèì
ðèñóíêîì. Ãàëñòóê ìîæåò îòñóòñòâîâàòü, òàê êàê ñ òàêîé ñîðî÷êîé îí
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ìàëî ñîâìåñòèì, íî åñëè ïîñòàðàòüñÿ, ìîæíî ïîäîáðàòü ãàëñòóê (êîòîðûé ñ äåëîâîé îäåæäîé íå íîñèòñÿ) â âèäå óçêîãî øíóðêà, êîæàíûé è
ò.ï. Ñîðî÷êà ìîæåò áûòü çàìåíåíà ëåãêèì ñâèòåðîì, íàçûâàåìûì «âîäîëàçêîé». Îáóâü â ýòîì ñëó÷àå, êðîìå êîæàíîé, ìîæåò áûòü çàìøåâîé,
âåëüâåòîâîé; ôàñîí îáóâè - ñïîðòèâíûé (íàïðèìåð, ëèíèÿ ìîêàñèí íà
îáóâè ïîä÷åðêèâàåò åå íåäåëîâîé õàðàêòåð). Îäåæäà äëÿ week-end øèðîêî èñïîëüçóåòñÿ äëÿ ïîåçäîê çà ãîðîä, ýêñêóðñèé è äðóãèõ ìåðîïðèÿòèé, ïðîâîäèìûõ ïðè äåëîâûõ âñòðå÷àõ è ïåðåãîâîðàõ.  òåõ æå ñëó÷àÿõ
ìîæåò áûòü èñïîëüçîâàí ñïîðòèâíûé êîñòþì.
Âî âíåøíåì îáëèêå äåëîâîãî ìóæ÷èíû íåäîïóñòèìû:
– êîðîòêèå íîñêè, îñòàâëÿþùèå ÷àñòü íîãè îáíàæåííîé, êîãäà
÷åëîâåê ñèäèò «íîãà íà íîãó»;
– íåñâåæèé íîñîâîé ïëàòîê;
– ïîëóîòîðâàííûå ïóãîâèöû;
– ìÿòûé êîñòþì;
– íåñâåæàÿ ñîðî÷êà;
– êðèâî çàâÿçàííûé ãàëñòóê;
– íå÷èùåíàÿ îáóâü;
– æèëåò ðó÷íîé âÿçêè;
– øàðô ðó÷íîé âÿçêè;
– íåñâåæàÿ ëåíòà íà øëÿïå;
– ÿðêèå, êðè÷àùèå öâåòà äåòàëåé îäåæäû;
– öâåòîâûå êîíòðàñòû â îäåæäå.
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Ãëàâà 8.
ÎÄÅÆÄÀ È ÂÍÅØÍÈÉ ÎÁËÈÊ
ÄÅËÎÂÎÉ ÆÅÍÙÈÍÛ
Æåíñêàÿ äåëîâàÿ îäåæäà, ðàññìàòðèâàåìàÿ â ýòîì
ðàçäåëå, ÿâëÿåòñÿ îäíèì èç âàæíåéøèõ àñïåêòîâ ñîâðåìåííîãî äåëîâîãî ýòèêåòà. Òðåáîâàíèÿ, ïðåäúÿâëÿåìûå ê îäåæäå äåëîâîé æåíùèíû, â ïðèíöèïå ìàëî ÷åì îòëè÷àþòñÿ îò òðåáîâàíèé, ïðåäúÿâëÿåìûõ
ê îäåæäå äåëîâîãî ìóæ÷èíû, îäíàêî äåëîâîé ýòèêåò â öåëîì îòíîñèòñÿ ê æåíùèíå áîëåå ñíèñõîäèòåëüíî, ïîçâîëÿÿ åé âî ìíîãîì îòõîäèòü
îò æåñòêèõ ìóæñêèõ ñòàíäàðòîâ.
Îòêëîíåíèÿ êàñàþòñÿ ïðåæäå âñåãî öâåòà, è, õîòÿ îñíîâíîé âèä ïîâñåäíåâíîé äåëîâîé îäåæäû ó æåíùèíû, êàê è ìóæ÷èíû, – êîñòþì,
ãàììà öâåòîâ ýòîãî êîñòþìà äëÿ æåíùèíû âåñüìà îáøèðíà, â îòëè÷èå îò
ìóæñêîãî, êîòîðîìó ìû ïðåäïèñàëè êðàéíå ñêóïîé âûáîð – ñåðûé è
ñèíèé öâåòà, äëÿ òîðæåñòâåííûõ ñëó÷àå⠖ ÷åðíûé.
Æåíñêèé äåëîâîé êîñòþì ìîæåò áûòü ïðàêòè÷åñêè ëþáîãî öâåòà,
íî íåëüçÿ äîïóñêàòü ÿðêèõ îòòåíêîâ â äåëîâîé îäåæäå, à òàêæå ðåçêèõ, êîíòðàñòíûõ ñî÷åòàíèé. Óìåðåííîñòü – âîò óæå óïîìèíàâøèéñÿ
ðàíåå ïðèíöèï, êîòîðûé íå ñëåäóåò íàðóøàòü â ðàñöâåòêàõ æåíñêîãî
äåëîâîãî êîñòþìà.
Îñíîâíîé âèä ïîâñåäíåâíîé äåëîâîé îäåæäû æåíùèíû – êîñòþì,
ò.å. êëàññè÷åñêèé ïèäæàê ñ àíãëèéñêèì âîðîòíèêîì è íà ïîäêëàäêå ñ
àíãëèéñêîé æå þáêîé – òàêæå íà ïîäêëàäêå (ïîäêëàäêà ñïîñîáñòâóåò
òîìó, ÷òî þáêà äîëüøå ñîõðàíÿåò ôîðìó è ìåíüøå ìíåòñÿ). Þáêà ïðÿìàÿ, ñçàäè ñî øëèöåé, íå ïðåâûøàþùåé 10 ñì ïî äëèíå, òàêèì îáðàçîì
îáåñïå÷èâàåòñÿ ñâîáîäà øàãà.
Êîñòþì ìîæåò áûòü èç ãëàäêîêðàøåíîé òêàíè, èç òêàíè â ïîëîñêó (íåÿðêóþ è íåøèðîêóþ), èç òêàíè ñ ôàêòóðíûì ðèñóíêîì. Æåíñêèé äåëîâîé êîñòþì ìîæåò áûòü è êëàññè÷åñêîé òðîéêîé, íî íå
îáÿçàòåëüíî; êðîìå òîãî, îí ìîæåò áûòü êàê îäíîáîðòíûì, òàê è
äâóáîðòíûì.
Æåíùèíà ìîæåò áûòü îäåòà â ïëàòüå-êîñòþì, à íå â ïèäæàê è þáêó.
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Äëÿ æåíñêîãî êîñòþìà íåò ñòðîãèõ îãðàíè÷åíèé ïî öâåòó, êîñòþì
ìîæåò áûòü è êîðè÷íåâûì, è äðóãèõ öâåòîâ, åäèíñòâåííîå òðåáîâàíèå –
öâåò íå äîëæåí áûòü ÿðêèì, êðè÷àùèì.
È êîñòþì, è ïëàòüå-êîñòþì ìîãóò áûòü äîïîëíåíû áëóçêîé, åñëè
áëóçêè íåò, ôàñîí êîñòþìà – îáÿçàòåëüíî ñ âûñîêîé çàñòåæêîé.
Áëóçêà ê æåíñêîìó êîñòþìó ðåêîìåíäóåòñÿ ñâåòëàÿ, ïî öâåòó ãàðìîíèðóþùàÿ ñ êîñòþìîì. Äîïóñòèìà äëÿ áëóçêè òêàíü â ïîëîñêó (òîãäà
êîñòþì äîëæåí áûòü îäíîòîííûì), ãîðîøåê, êëåòêó. Òðåáîâàíèÿ ïðè ýòîì
òå æå – ðèñóíîê íà òêàíè äîëæåí áûòü ìÿãêèì, íåÿðêèì.
×òî êàñàåòñÿ êîíêðåòíîãî ôàñîíà êîñòþìà èëè áëóçêè – äåëîâîé
æåíùèíå ýòèêåò «ëþáåçíî» ïîçâîëÿåò ñëåäîâàòü ìîäå, îäíàêî â ñàìîì
óìåðåííîì åå âûðàæåíèè.
Äëèíà ïèäæàêà èëè æàêåòà æåíñêîãî äåëîâîãî êîñòþìà – òàêæå â
ñîîòâåòñòâèè ñ ìîäîé – â ðàçóìíûõ ïðåäåëàõ. Íåäîïóñòèìû íà äåëîâîé
æåíùèíå ñëèøêîì êîðîòêàÿ þáêà, ñëèøêîì ãëóáîêèé âûðåç áëóçêè.
È âîîáùå, äåëîâàÿ æåíùèíà, êàê è âñå ïðî÷èå ëþäè, ìîæåò, íå æåëàÿ
òîãî, äîïóñòèòü òå èëè èíûå îøèáêè â îäåæäå, îïðåäåëÿþùåé â îñíîâíîì åå âíåøíèé âèä, îäíàêî îíà íå èìååò ïðàâà íà îäíó îøèáêó, ñàìóþ
ñòðàøíóþ, êàêîâîé ÿâëÿåòñÿ âóëüãàðíîñòü – äàæå â ñàìîì ñëàáîì åå
ïðîÿâëåíèè.
Êðîìå ñòðîãîãî àíãëèéñêîãî êîñòþìà äåëîâàÿ æåíùèíà ìîæåò ïîçâîëèòü ñåáå è äðóãèå ôàñîíû – â ñîîòâåòñòâèè ñ ìîäîé, íî ýòè ôàñîíû
òîæå íå äîëæíû âûõîäèòü çà ðàìêè îôèöèàëüíîñòè.
Îáóâü äëÿ äåëîâîé æåíùèíû – êëàññè÷åñêàÿ «ëîäî÷êà» ÷åðíîãî
öâåòà, âûñîòà êàáëóêà – ïî æåëàíèþ íîñèòåëüíèöû, íî, îäíàêî, íå
ñòîèò âûáèðàòü òóôëè ñ êàáëóêîì óòðèðîâàííîé ôîðìû. Èçëèøíå áûëî
áû íàïîìèíàòü î òîì, ÷òî êëàññè÷åñêèé ôàñîí «ëîäî÷êè» íå ïðåäïîëàãàåò íèêàêèõ óêðàøåíèé òèïà áàíòèêîâ, ìåòàëëè÷åñêèõ îêàíòîâîê
è ïðî÷åãî.
Îáóâü äåëîâîé æåíùèíû – èç êîæè, íî íå èç êîæè êðîêîäèëà, çìåè
è íå èç çàìøè èëè âåëþðà.
×óëêè (êîëãîòû) – òîëüêî òåëåñíîãî öâåòà. Íèêàêîãî ðèñóíêà íà
÷óëêàõ – íèêàêèõ ðîçî÷åê, ãîðîøèíîê, ïîëîñîê, òåì áîëåå àáñîëþòíî
íåäîïóñòèì ðèñóíîê «ñåòî÷êà» (ïî ïðè÷èíàì, î êîòîðûõ ãîâîðèëîñü âûøå).
×óëêè (êîëãîòû) íîñÿòñÿ âñåãäà – íåçàâèñèìî îò âðåìåíè ãîäà. Áîñîíîæêè, ñàíäàëèè è ò.ï. íå äîïóñêàþòñÿ.
Ïðè÷åñêà äîïóñêàåòñÿ ïî ìîäå, íî åñòü îïðåäåëåííûå îãðàíè÷åíèÿ: äëèíà ðàñïóùåííûõ âîëîñ íå äîëæíà áûòü íèæå ëèíèè ïëå÷, «øèðèíà» ïðè÷åñêè – òîæå â ðàçóìíûõ ïðåäåëàõ. Åñëè âîëîñû äëèííûå – èõ ñëåäóåò
ñîáðàòü â ïó÷îê, çàïëåñòè â êîñó, çàêîëîòü îïðåäåëåííûì îáðàçîì.
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×òî êàñàåòñÿ ìàêèÿæà, òî ïåðâîå, ÷òî ñëåäóåò ñêàçàòü: îí íå îáÿçàòåëåí, íî è íå âîçáðàíÿåòñÿ. Õîòÿ â ìèðîâîì ñîîáùåñòâå åñòü íåêîòîðûå
ñòðàíû, ôèðìû êîòîðûõ, ñîãëàñíî íàöèîíàëüíûì òðàäèöèÿì, íàñòîÿòåëüíî ðåêîìåíäóþò äåëîâîé æåíùèíå ìàêèÿæ â ñòðîãî îïðåäåëåííûõ
íàïðàâëåíèÿõ: íàêðàøåííûå â îáÿçàòåëüíîì ïîðÿäêå ðåñíèöû, ñòîëü æå
îáÿçàòåëüíûé ðóìÿíåö (äàæå åñëè èìååò ìåñòî äîñòàòî÷íûé ïðèðîäíûé)
è ò.ï. Ýòî íåêîòîðûå þæíîàçèàòñêèå ñòðàíû, íàïðèìåð Þæíàÿ Êîðåÿ.
Ñòðàíû Åâðîïåéñêîãî è Àìåðèêàíñêîãî êîíòèíåíòà, êàê óæå áûëî ñêàçàíî, ìàêèÿæà íå òðåáóþò, íî è íå çàïðåùàþò åãî.
Îäíî-åäèíñòâåííîå ïðåäïèñàíèå íà ýòîò ñ÷åò – ìàêèÿæ íå äîëæåí
áûòü ÷ðåçìåðíûì, íå äîëæåí áûòü «âèäíûì». Èòàê, âñå òî æå òðåáîâàíèå
óìåðåííîñòè âî âñåì, â òîì ÷èñëå è â ìàêèÿæå.
Ìàíèêþð, ò.å. ñîäåðæàíèå ðóê â áåçóïðå÷íîé ÷èñòîòå è ïîðÿäêå, –
îáÿçàòåëåí, à âîò ïîêðûòèå íîãòåé ëàêîì – íåò. Åñëè æå äåëîâàÿ æåíùèíà ïðåäïî÷èòàåò íîãòè, ïîêðûòûå ëàêîì, ýòî äîëæåí áûòü ëàê åñòåñòâåííûõ òîíîâ, íå îñòàíàâëèâàþùèé íà ñåáå âçãëÿä êîëëåã è êëèåíòîâ,
óæå íå ãîâîðÿ î ðóêîâîäèòåëÿõ.
Äóõè èëè òóàëåòíàÿ âîäà, ïðî÷èå ñðåäñòâà ïàðôþìåðèè è êîñìåòèêè
íå äîëæíû äîñòàâëÿòü íåóäîáñòâà êîëëåãàì, ïîêóïàòåëÿì è ïðî÷èì ïàðòíåðàì ïî áèçíåñó, îêóòûâàÿ æåíùèíó ïëîòíûì àðîìàòè÷åñêèì îáëàêîì.
Äóõè äîëæíû ÷óâñòâîâàòüñÿ ñëåãêà è òîëüêî ïðè ïðèáëèæåíèè.
Ñóìêà äåëîâîé æåíùèíû, ñîãëàñíî êàíîíàì ñâåòñêîãî ýòèêåòà, ñëóæàùèì îñíîâîé äåëîâîãî, ñîñòàâëÿåò ýëåìåíò êîìïëåêòà «ñóìêà-òóôëèïåð÷àòêè», ò.å. ñóìêà èç êîæè (ãëàäêîé, íå çìåè è íå êðîêîäèëà), òîãî
æå öâåòà, ÷òî è òóôëè, ïðåäïî÷òèòåëüíî ÷åðíîãî. Ñîâðåìåííûé äåëîâîé
ýòèêåò ïðåäúÿâëÿåò ñâîåîáðàçíîå òðåáîâàíèå ê æåíñêîé äåëîâîé ñóìêå:
ñóìêà äåëîâîé æåíùèíû äîëæíà âìåùàòü äîêóìåíòû, êîòîðûå, êàê ïðàâèëî, èìåþò ôîðìàò À4. Ñóìêó ìåíüøåãî ðàçìåðà öåëåñîîáðàçíî çàìåíèòü êåéñîì èëè ïàïêîé.
Ýëåìåíòû äåëîâîé ýêèïèðîâêè – çàïèñíàÿ êíèæêà, ïàïêà äëÿ âèçèòîê è ïðî÷èå ïîäîáíûå ìåëî÷è – äîëæíû áûòü íåäåøåâûìè, îòëè÷àòüñÿ
âêóñîì, ò.å. íå äîëæíû ñîäåðæàòü èçáûòî÷íîå ÷èñëî «óêðàøàòåëüñêèõ»
ýëåìåíòîâ. Óïîìÿíóòîå â êàâû÷êàõ ïðèëàãàòåëüíîå âûáðàíî íå ñëó÷àéíî,
òàê êàê óêðàøàþùèìè ýëåìåíòàìè â äàííîì ñëó÷àå áóäóò ñêðîìíîñòü,
ñòðîãîñòü è âûñîêàÿ ñòîèìîñòü, âêóïå äàþùèå ïî÷òè ïîëíóþ ãàðàíòèþ
èçûñêàííîñòè.
×òî êàñàåòñÿ óêðàøåíèé, òî â îäåæäå äåëîâîé æåíùèíû îíè âïîëíå
äîïóñòèìû:
– áóñû – íå ñëèøêîì êðóïíûå è íå ñëèøêîì äëèííàÿ íèòü;
– áðîøü – ïðåäïî÷òèòåëüíî èç íàòóðàëüíûõ ìàòåðèàëî⠖ ñåðåáðî,
ñëîíîâàÿ êîñòü, ïåðëàìóòð;
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–
êîëüöà – îäíî èëè äâà, ìîæíî ñ êàìíÿìè, íî íå ñëèøêîì îáúåìíûìè; îáðó÷àëüíîå êîëüöî â ñ÷åò íå èäåò;
– ñåðüãè – òèïà «âèíòèê», íî íå äëèííûå, âèñÿ÷èå è ìíîãîöâåòíûå;
– öåïî÷êà – ñ ïîäâåñêîé èëè áåç íåå.
Æåëàòåëüíî, ÷òîáû óêðàøåíèÿ ñîñòàâëÿëè êîìïëåêò. Íå ñëåäóåò äîïóñêàòü
èçëèøåñòâ â êîëè÷åñòâå óêðàøåíèé, ëó÷øå ìåíÿòü èõ äåíü îòî äíÿ.
Åñëè óêðàøåíèÿ íå ñîñòàâëÿþò êîìïëåêò, íåîáõîäèìî, ÷òîáû êàìíè,
ìåòàëëû è äðóãèå ìàòåðèàëû, èç êîòîðûõ îíè èçãîòîâëåíû, ãàðìîíèðîâàëè äðóã ñ äðóãîì.
Âåðõíÿÿ îäåæäà äåëîâîé æåíùèíû òàêæå íå äîëæíà ñîäåðæàòü ñïîðòèâíûõ è ïðî÷èõ «íåäåëîâûõ» ýëåìåíòîâ. Òàê, íàïðèìåð, êóðòêà âåñüìà è
âåñüìà íåæåëàòåëüíà, ïîñêîëüêó ýòî ðàçíîâèäíîñòü ñïîðòèâíîé îäåæäû.
Ïðåäïî÷òèòåëüíåå ïàëüòî, ïëàù, ìåõîâîå ïàëüòî êëàññè÷åñêèõ ôàñîíîâ.
Öâåò è ôàêòóðó òêàíè âåðõíåé îäåæäû ñëåäóåò ïîäáèðàòü òàêèì îáðàçîì, ÷òîáû äàæå â òå êîðîòêèå ìãíîâåíèÿ, êîãäà äåëîâàÿ æåíùèíà, ïðèäÿ
íà ñâîå ðàáî÷åå ìåñòî (èëè â ãàðäåðîáå), ñíèìàåò ïàëüòî èëè ïëàù –
ñîõðàíÿëîñü ñîîòâåòñòâèå è ãàðìîíèÿ â öâåòîâîé ãàììå, ôàñîíàõ, îñîáåííîñòÿõ òêàíåé âåðõíåé îäåæäû è ïîâñåäíåâíîãî äåëîâîãî êîñòþìà. Òî
æå êàñàåòñÿ è äîæäåâîãî çîíòà.
Øàðô – äëèííûé èëè êîðîòêèé, íî îáÿçàòåëüíî ôàáðè÷íîãî èçãîòîâëåíèÿ, íè â êîåì ñëó÷àå íå ðó÷íîé âÿçêè.
Ãîëîâíîé óáîð – ïî ïîãîäå è â ñîîòâåòñòâèè ñ ìîäîé è æåëàíèåì
æåíùèíû. Äåëîâîé ýòèêåò ðåêîìåíäóåò îòêàçàòüñÿ îò âû÷óðíûõ ôàñîíîâ
ãîëîâíûõ óáîðî⠖ øëÿï ñ áîëüøèìè ïîëÿìè, îáèëèåì óêðàøåíèé,
ÿðêîé ðàñöâåòêè. Óìåðåííîñòü ìîäíûõ ïðîÿâëåíèé, ñòðîãàÿ èçûñêàííàÿ
ïðîñòîòà – âîò âñå òå æå, óæå çíàêîìûå íàì òðåáîâàíèÿ, ïðåäúÿâëÿåìûå
ýòèêåòîì ê âåðõíåé îäåæäå.
Ïåð÷àòêè – êîæàíûå, âîçìîæíî, â ñèëó âñå òåõ æå îñîáåííîñòåé
êëèìàòà, íà óòîëùåííîé èëè ìåõîâîé ïîäêëàäêå, öâåò – ÷åðíûé, ìîæåò
áûòü êîðè÷íåâûé, äîïóñòèì ñåðûé. Ïîä çàïðåòîì – âàðåæêè, ðóêàâè÷êè, âûâÿçàííûå âðó÷íóþ, è òîìó ïîäîáíûå «ìèëûå» âåùè – îñòàâèì èõ
äëÿ çèìíåãî îòäûõà.
Èòàê, æåíñêèé îáëèê â äåëîâîì ìèðå õàðàêòåðåí óìåðåííîñòüþ âî
âñåì, êëàññè÷åñêèìè ôàñîíàìè îäåæäû è îáóâè, òðèêîòàæà, îòñóòñòâèåì ÿðêèõ, ïðèâëåêàþùèõ èçóìëåííîå âíèìàíèå êîëëåã è êëèåíòîâ,
ðàñöâåòîê, óìåðåííûì ìàêèÿæåì è ðàçóìíûì êîëè÷åñòâîì óêðàøåíèé. Óìåñòíî âñïîìíèòü ïîëüñêóþ ïîãîâîðêó: «Èç âñåõ ÷óâñòâ ñàìîå
ãëàâíîå – ÷óâñòâî ìåðû».
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Ãëàâà 9.
ÝÒÈÊÀ ÑËÓÆÅÁÍÛÕ
ÂÇÀÈÌÎÎÒÍÎØÅÍÈÉ
ÌÓÆ×ÈÍÛ È ÆÅÍÙÈÍÛ
Âçàèìîîòíîøåíèÿ ìóæ÷èíû è æåíùèíû â ñëóæåáíîé îáñòàíîâêå – îñîáàÿ ñôåðà, âåñüìà ñëîæíàÿ äëÿ ôîðìèðîâàíèÿ êàêèõ-ëèáî ïðèíöèïîâ óñòàíîâëåíèÿ ýòèõ îòíîøåíèé.
Ïðèíàäëåæíîñòü ê òîìó èëè èíîìó ïîëó èãðàåò äîñòàòî÷íî çíà÷èòåëüíóþ ðîëü â ïîñòðîåíèè äåëîâûõ âçàèìîîòíîøåíèé, â ïðîäâèæåíèè ïî ñëóæåáíîé ëåñòíèöå, â ñëóæåáíîì ïîâåäåíèè è êîíêðåòíûõ
ïîñòóïêàõ.
Ðàññìîòðèì, êàê ïðîÿâëÿþòñÿ ýòè îñîáåííîñòè â ïîâñåäíåâíîé ñëóæåáíîé äåÿòåëüíîñòè è êàêèõ ýòè÷åñêèõ îøèáîê ñëåäóåò èçáåãàòü ìóæ÷èíå è æåíùèíå â ïðîöåññå äåëîâîãî îáùåíèÿ.
Ïñèõîëîãè è ôèçèîëîãè óòâåðæäàþò, ÷òî æåíùèíû èìåþò áîëåå
òîíêèé âêóñ, ÷åì ìóæ÷èíû, îíè áîëåå ÷åòêî âèäÿò ðàçëè÷èÿ â ìàòåðèàëàõ, öâåòàõ, ôîðìàõ, âíåøíåì âèäå êîíñòðóêöèé. Ïîýòîìó íå ñòîèò ñïîðèòü ñ æåíùèíîé-ñîòðóäíèêîì ïî ýòèì âîïðîñàì, ëó÷øå äîâåðèòüñÿ åå ñóæäåíèÿì.
Âàæíîé ïñèõîëîãè÷åñêîé ÷åðòîé æåíùèíû ÿâëÿåòñÿ òî, ÷òî îíà
÷àùå è â áîëüøèõ ìàñøòàáàõ èñïûòûâàåò ñòðàõ, áîÿçíü, îïàñåíèÿ –
ïåðåä ñâîèì ìåíåäæåðîì è âîîáùå ïåðåä ðóêîâîäñòâîì, à òàêæå ïåðåä
ñèòóàöèÿìè è îáñòîÿòåëüñòâàìè, êàæóùèìèñÿ åé îïàñíûìè. Ïðè ýòîì,
åñòåñòâåííî, ñíèæàåòñÿ óðîâåíü âîñïðèÿòèÿ æåíùèíû-ñîòðóäíèêà, ñàìà
âîñïðèíèìàåìàÿ èíôîðìàöèÿ ìîæåò áûòü èñêàæåíà, äåôîðìèðîâàíà,
ñíèæàåòñÿ óðîâåíü ïðîäóêòèâíîñòè åå òðóäà. Ïîýòîìó ñ òî÷êè çðåíèÿ
ìîðàëè öåëåñîîáðàçíî ñòðåìèòüñÿ íå äîïóñêàòü ïîäîáíûõ ñèòóàöèé,
äëÿ ýòîãî ñëåäóåò äåëîâûå áåñåäû, ðåïëèêè, çàìå÷àíèÿ, îáðàùåíèÿ ïî
îòíîøåíèþ ê æåíùèíå-ñîòðóäíèöå ñäåëàòü áîëåå ìÿãêèìè, ñïîêîéíûìè, ñäåðæàííûìè.
Ïî ñâèäåòåëüñòâó ïñèõîëîãîâ, ó æåíùèí ýìîöèîíàëüíîå íà÷àëî
áåðåò âåðõ íàä ðàöèîíàëüíûì, ïîýòîìó âïîëíå âîçìîæåí ýìîöèîíàëüíûé âñïëåñê â ñëó÷àå âîçíèêíîâåíèÿ â êîëëåêòèâå ñèòóàöèè, êîòîðàÿ êàæåòñÿ æåíùèíå-ñîòðóäíèöå êîíôëèêòíîé. Ïîýòîìó ìóæ÷èíåñîòðóäíèêó íàäî «ñòî ðàç ïîäóìàòü», ïðåæäå ÷åì ñäåëàòü êàêîå-ëèáî
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çàìå÷àíèå êîëëåãå-æåíùèíå îòíîñèòåëüíî åå ñëóæåáíîãî ïîâåäåíèÿ
èëè èñïîëíåíèÿ ñëóæåáíûõ îáÿçàííîñòåé è, åñëè îí âñå æå ðåøèëñÿ íà
ýòî, ñëåäóåò èñïîëüçîâàòü ñàìóþ ìÿãêóþ, ýòè÷íóþ «îáîëî÷êó» äëÿ òàêîãî çàìå÷àíèÿ.  ïðîòèâíîì ñëó÷àå åñòü ðèñê âîçíèêíîâåíèÿ ñëîâåñíîé ïåðåïàëêè, ïñèõîëîãè÷åñêîãî äèñêîìôîðòà äëÿ îáåèõ ñòîðîí è,
âîîáùå, êîíôëèêòà â êîëëåêòèâå.
Ìóæ÷èíà ãåíåòè÷åñêè îðèåíòèðîâàí íà óñïåõ; óñïåõ – ýòî è ïðåäìåò îáñóæäåíèÿ, è ëþáèìàÿ òåìà ðàçãîâîðà, â òîì ÷èñëå â äåëîâîé
êîìïàíèè. Æåíùèíà æå, íàîáîðîò, íå ñ÷èòàåò ñîáñòâåííûå óñïåõè
äîñòîéíîé òåìîé ðàçãîâîðà, îíà ïðåäïî÷èòàåò îáñóæäàòü óñïåõè äðóãèõ, ïîñêîëüêó õî÷åò íà íèõ ó÷èòüñÿ, ÷òî òîæå îáóñëîâëåíî ãåíåòè÷åñêè: æåíùèíû ëåã÷å ïðèñïîñàáëèâàþòñÿ ê óñëîâèÿì ðàáîòû, ê èçìåíåíèþ îáñòîÿòåëüñòâ, ê ìåòîäàì ðóêîâîäñòâà è ò.ï. È åñëè, êàê óæå
óòâåðæäàëîñü ðàíåå, ìóæ÷èíà ãåíåòè÷åñêè îðèåíòèðîâàí íà óñïåõ, òî
æåíùèíà – íà âûæèâàíèå, à ýòîìó áîëåå âñåãî ñïîñîáñòâóåò ïðèñïîñîáëÿåìîñòü.
Âûâîä: ìóæ÷èíå è æåíùèíå äëÿ ïîñòðîåíèÿ áåñêîíôëèêòíûõ ñëóæåáíûõ îòíîøåíèé èìååò ñìûñë ó÷èòûâàòü ãåíåòè÷åñêóþ íàïðàâëåííîñòü òîãî è äðóãîãî ïîëà – óñïåøíîñòü è ïðèñïîñîáëÿåìîñòü.
Æåíùèíà áîëåå âíèìàòåëüíà ê ìåëî÷àì, äåòàëÿì, ïîýòîìó àíàëèç
òåêñòà äîãîâîðà, êîíòðàêòà ó íåå áîëåå ýôôåêòèâåí, ÷åì ó ìóæ÷èíû,
íî ñôîðìèðîâàòü ãëîáàëüíîå íàïðàâëåíèå ðàçâèòèÿ îðãàíèçàöèè, âûáðàòü ñòðàòåãèþ, ò.å. îñíîâíóþ ëèíèþ ïîâåäåíèÿ îðãàíèçàöèè, îíà ìîæåò ñ ìåíüøèì óñïåõîì, òàê êàê îáîáùåíèÿ, âûâîäû – íå åå ñôåðà,
è, ÷òîáû íå âîçíèêàëà ïî÷âà äëÿ íàðóøåíèÿ ýòè÷åñêèõ íîðì è ñòàíäàðòîâ, ñëåäóåò ó÷èòûâàòü òîò óòâåðæäàåìûé ïñèõîëîãàìè ôåíîìåí,
÷òî æåíùèíà áîëåå âíèìàòåëüíà ê ìåëêèì äåòàëÿì – íàïðèìåð, ê
ñëîâàì, îòäåëüíûì âûðàæåíèÿì â äåëîâîé áåñåäå èëè â òåêñòå äîãîâîðà, ÷åì ê îáùåé íàïðàâëåííîñòè äîãîâîðà èëè êîíå÷íûì ðåçóëüòàòàì
áåñåäû.
Íåñìîòðÿ íà òî, ÷òî óðîâåíü ïðèñïîñîáëÿåìîñòè ó ìóæ÷èí íèæå,
îíè áûñòðåå ðåàãèðóþò íà èçìåíåíèÿ ñèòóàöèè, íîâûå ìåòîäû ðàáîòû
è ñïîñîáû âîçäåéñòâèÿ íà êîëëåêòèâ. Ïîýòîìó íå ñòîèò òîðîïèòü æåíùèíó, ÷òîáû îíà áûñòðåå âûñêàçàëà ñâîå ìíåíèå èëè ïðîÿâèëà îòíîøåíèå ê ÷åìó-ëèáî, òàê êàê ýòî òîëüêî ñïðîâîöèðóåò ïðîòèâîðå÷èå,
êîíôëèêò èëè äðóãóþ íåýòè÷íóþ ñèòóàöèþ.
Åùå îäíà ïðè÷èíà ïðîÿâëåíèÿ ðàçëè÷èé â äåëîâûõ îòíîøåíèÿõ:
ó ìóæ÷èí ëó÷øå ðàçâèòî ïðîñòðàíñòâåííîå âîîáðàæåíèå, ÷åì ó æåíùèí. Èìåííî ïîýòîìó ñðåäè âåëèêèõ õóäîæíèêîâ è òàëàíòëèâûõ êîíñòðóêòîðîâ ñîâñåì íåò ïðåäñòàâèòåëüíèö ïðåêðàñíîãî ïîëà.
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Ñëåäóåò ýòî ó÷èòûâàòü è íå ñîçäàâàòü òàêèõ ñèòóàöèé, êîòîðûå ïðîâîöèðîâàëè áû ýòè÷åñêèå íàðóøåíèÿ.
Åñòü åùå íåêîòîðàÿ îñîáåííîñòü ïðåäñòàâèòåëåé ñèëüíîãî ïîëà, êîòîðàÿ ìîæåò áûòü ïîâîäîì äëÿ ýòè÷åñêèõ íàðóøåíèé (êàê óæå ãîâîðèëîñü,
ìû íå ñòàâèì ñåáå çàäà÷ó èññëåäîâàòü ïðèðîäó òåõ èëè èíûõ îñîáåííîñòåé
ïîëîâ, ìû òîëüêî ñòàðàåìñÿ ïðåäóïðåäèòü âîçìîæíûå íàðóøåíèÿ ýòè÷åñêèõ íîðì â äåëîâûõ îòíîøåíèÿõ ìåæäó íèìè).
Äåëî â òîì, ÷òî îäíîé èç îñîáåííîñòåé õàðàêòåðà ìóæ÷èíû ÿâëÿåòñÿ ñòðåìëåíèå ê èçâåñòíîñòè, ïîïóëÿðíîñòè, êîòîðîå ìîæåò ïðèñóòñòâîâàòü â èñêàæåííîé ôîðìå – ò.å. â âèäå òùåñëàâèÿ. Äîñòàòî÷íî
÷àñòî òùåñëàâèå ïðèâîäèò ê òîìó, ÷òî ìóæ÷èíà õî÷åò «ñîðèòü äåíüãàìè», ÷òî, â ñâîþ î÷åðåäü, ê ñîæàëåíèþ, èìååò ñâîèì ñëåäñòâèåì
æåëàíèå èìåòü áîëüøå äåíåã è ïîëó÷èòü èõ ëþáûìè ïóòÿìè: ìîðàëüíûìè èëè àìîðàëüíûìè – áåçðàçëè÷íî.
Èòàê, äëÿ ïðåäóïðåæäåíèÿ âîçìîæíîãî âîçíèêíîâåíèÿ ñèòóàöèé,
÷ðåâàòûõ ýòè÷åñêèìè íàðóøåíèÿìè, ñëåäóåò ó÷èòûâàòü ïñèõîëîãè÷åñêèå îñîáåííîñòè, õàðàêòåðíûå äëÿ ïðåäñòàâèòåëåé ïîëîâ. Òàêèå îñîáåííîñòè åñòü, è íåëüçÿ äîïóñòèòü, ÷òîáû îíè ñëóæèëè ïî÷âîé ïîïèðàíèÿ ìîðàëè.
È ìóæ÷èíû, è æåíùèíû â ñëîæíîé ñèñòåìå äåëîâûõ îòíîøåíèé
óñòðåìëåíû ê îäíèì è òåì æå öåëÿì – ýôôåêòèâíîñòè äåÿòåëüíîñòè,
ñëåäîâàíèþ ïðèíöèïàì ìîðàëè è ò.ï., è äëÿ ñîçäàíèÿ ýòè÷åñêîé àòìîñôåðû, áëàãîïðèÿòñòâóþùåé äîñòèæåíèþ ýòèõ öåëåé, ðàçóìíî ó÷èòûâàòü ïñèõîëîãè÷åñêèå îñîáåííîñòè ïðåäñòàâèòåëåé ðàçíûõ ïîëîâ.
Îäíàêî â äåëîâîì ýòèêåòå åñòü ðÿä ðåêîìåíäàöèé, ÿâëÿþùèõñÿ
ðåçóëüòàòîì òîãî, ÷òî â íåêîòîðûõ ñëó÷àÿõ ïðåäïî÷òåíèå îòäàåòñÿ æåíùèíå:
– æåíùèíà ïåðâàÿ ïðîòÿãèâàåò ðóêó äëÿ ðóêîïîæàòèÿ;
– æåíùèíå ïðåäñòàâëÿþò ìóæ÷èíó, à íå íàîáîðîò;
– â ñëóæåáíîì àâòîìîáèëå æåíùèíà çàíèìàåò áîëåå ïî÷åòíîå ìåñòî è ïåðâîé ñàäèòñÿ â àâòîìîáèëü;
– â ñëóæåáíîì ïîìåùåíèè æåíùèíà âïðàâå ïðèíÿòü ïîìîùü ìóæ÷èíû (ñ ó÷åòîì åãî áîëüøåé ôèçè÷åñêîé ñèëû) ïðè íåîáõîäèìîñòè ïåðåäâèíóòü èëè ïåðåíåñòè ìåáåëü èëè êàêîå-ëèáî òÿæåëîå îáîðóäîâàíèå;
– ìóæ÷èíà óñòóïàåò æåíùèíå äîðîãó.
Òàêèì îáðàçîì, ïðèíàäëåæíîñòü ê òîìó èëè äðóãîìó ïîëó íàêëàäûâàåò íà ñîòðóäíèêîâ îðãàíèçàöèè äîïîëíèòåëüíûå îáÿçàííîñòè ïî
ñîáëþäåíèþ íîðì äåëîâîãî ýòèêåòà.
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Ãëàâà 10.
ÝÒÈÊÅÒ ÏÈÑÜÌÅÍÍÎÃÎ
ÄÅËÎÂÎÃÎ ÎÁÙÅÍÈß
 ñîâðåìåííîé äåëîâîé æèçíè ïðèñóòñòâóþò äåëîâûå ïèñüìà, ïèñüìà-íàïîìèíàíèÿ, ïèñüìà-óâåäîìëåíèÿ, ïðèãëàøåíèÿ è òîìó ïîäîáíûå âèäû ïèñüìåííîãî îáùåíèÿ.
 íåêîòîðûõ ñëó÷àÿõ äåëîâîé ýòèêåò ðåêîìåíäóåò ïåðåäàâàòü èíôîðìàöèþ òîëüêî â ïèñüìåííîì âèäå: íàïðèìåð, ïðèãëàøåíèå íà
äåëîâîé ïðèåì, ïîçäðàâëåíèå ñ þáèëåéíîé äàòîé è äð.
Áîëåå òîãî, â îòäåëüíûõ ñëó÷àÿõ ýòî ïèñüìåííîå ñîîáùåíèå ìîæåò
áûòü ñäåëàíî îáÿçàòåëüíî îò ðóêè, íàïðèìåð, âûðàæåíèå ñîáîëåçíîâàíèÿ íèêîãäà íå ïå÷àòàåòñÿ. Áëàãîäàðíîñòü çà ïîçäðàâëåíèå (ñ ïîâûøåíèåì ïî ñëóæáå, ïî ñëó÷àþ áðàêîñî÷åòàíèÿ) òîæå ðåêîìåíäóåòñÿ
íàïèñàòü îò ðóêè.
Èòàê, ìèíèìàëüíûé ïåðå÷åíü ñèòóàöèé â äåëîâîé æèçíè, êîòîðûå
ïðèíÿòî ñîïðîâîæäàòü ïèñüìåííûìè ñîîáùåíèÿìè:
– ïîçäðàâëåíèå (â ñâÿçè ñ þáèëåéíîé äàòîé, ïî ñëó÷àþ áðàêîñî÷åòàíèÿ, ïîëó÷åíèÿ íîâîãî ñëóæåáíîãî íàçíà÷åíèÿ, ïî ñëó÷àþ
âûèãðàííîãî êîíêóðñà è ò.ï.); îòìåòèì, ÷òî ñ äíåì ðîæäåíèÿ
ïèñüìåííî ïîçäðàâëÿþò òîëüêî ïðè íàñòóïëåíèè êðóãëîé äàòû;
– ñîáîëåçíîâàíèÿ ïî ñîîòâåòñòâóþùåìó ñëó÷àþ (òîëüêî îò ðóêè);
– âûðàæåíèå áëàãîäàðíîñòè çà ïðèåì (íà ñëåäóþùèé äåíü), çà
ïîäàðîê, çà ïîçäðàâëåíèÿ (ëó÷øå îò ðóêè);
– â äðóãèõ ïîäîáíûõ ñëó÷àÿõ.
Ïîäïèñü ïîä äåëîâûì ïèñüìîì âñåãäà äåëàåòñÿ îò ðóêè; ôàêñèìèëå
â äåëîâûõ ïèñüìàõ íå äîïóñêàåòñÿ, òàê êàê ñâèäåòåëüñòâóåò î íåóâàæåíèè ê àäðåñàòó èëè îá îòñóòñòâèè ê íåìó èíòåðåñà.
Óâàæàþùàÿ ñåáÿ êîìïàíèÿ, êîòîðàÿ èñïûòûâàåò ïîäîáíûå æå ÷óâñòâà ê ñâîèì êëèåíòàì, ïîñòàâùèêàì è ïðî÷èì êîððåñïîíäåíòàì, îáÿçàòåëüíî ïîëüçóåòñÿ ôèðìåííîé ïî÷òîâîé áóìàãîé, íà êîòîðîé ïèøóòñÿ äåëîâûå ïèñüìà.
Ïî÷òîâàÿ áóìàãà äîëæíà áûòü õîðîøåãî êà÷åñòâà è ðàçíîãî ôîðìàòà – îò ñòàíäàðòíîãî À4 äî íåáîëüøîãî À8. Öâåò áóìàãè – òîëüêî ñâåòëûé: áåëûé, êðåìîâûé, ñâåòëî-ñåðûé è ò.ï. Ââåðõó èëè ñáîêó ëèñòà íåáîëüøèìè áóêâàìè äîëæíî áûòü íàïå÷àòàíî íàçâàíèå
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îðãàíèçàöèè, âîçìîæíî, åå ýìáëåìà èëè ëîãîòèï (ñëîâåñíàÿ ôîðìà òîâàðíîãî çíàêà); â íåêîòîðûõ ñëó÷àÿõ òàì æå íàïå÷àòàíû èìÿ è ôàìèëèÿ ñîòðóäíèêà, ìîæåò áûòü, è åãî äîëæíîñòü.
Äàäèì òåïåðü íåêîòîðûå ðåêîìåíäàöèè ïî ñîäåðæàíèþ äåëîâûõ
ïèñåì:
– Äåëîâîå ïèñüìî äîëæíî áûòü íàïèñàíî ÷åòêî, ôðàçû äîëæíû
ëåãêî ÷èòàòüñÿ, íåæåëàòåëüíî áîëüøîå êîëè÷åñòâî ïðè÷àñòíûõ
è äååïðè÷àñòíûõ îáîðîòîâ, íåäîïóñòèìû íàçûâíûå ïðåäëîæåíèÿ, ðèòîðè÷åñêèå âîïðîñû, ìåòàôîðû è ïðî÷èå ñðåäñòâà âûðàçèòåëüíîñòè ðå÷è. Ðåêîìåíäóåòñÿ òðàäèöèîííîå, êëàññè÷åñêîå
(ñ òî÷êè çðåíèÿ ãðàììàòèêè) ïîñòðîåíèå ôðàç: ïîäëåæàùååñêàçóåìîå-îáñòîÿòåëüñòâî ìåñòà è ò.ï.; ìèíèìóì ïðèëàãàòåëüíûõ, ïî÷òè ïîëíîå îòñóòñòâèå ìåñòîèìåíèé.
– Åñëè â ïèñüìå çàòðàãèâàåòñÿ íåñêîëüêî âîïðîñîâ, îíè ïî ñìûñëó äîëæíû áûòü îòäåëåíû îäíî îò äðóãîãî.
– Ñòèëü äåëîâîãî ïèñüìà – äåëîâèòîñòü, îòñóòñòâèå ïîñòîðîííèõ
ôðàç.
– Äåëîâîå ïèñüìî äîëæíî áûòü ïðåäåëüíî êîðîòêèì, â ýòîì ñëó÷àå îíî ëó÷øå âîñïðèíèìàåòñÿ.
– Ãðàììàòèêà (è îðôîãðàôèÿ, è ëåêñèêà) äîëæíà áûòü áåçóïðå÷íîé.
– Êîðîòêîå, ãðàìîòíîå, ëîãè÷íîå äåëîâîå ïèñüìî – çíàê óâàæåíèÿ ê àäðåñàòó.
Íàèáîëåå ÷àñòî èñïîëüçóþòñÿ â äåëîâîé æèçíè ñëåäóþùèå âèäû
äåëîâûõ ïèñåì:
I. Ðåçþìå è ïèñüìî ñ ïðîñüáîé î ïðèåìå íà ðàáîòó. Ýòè äâå ðàçíîâèäíîñòè äåëîâîãî ïèñüìà èìåþò îáùóþ öåëü – ïðèâëå÷ü âíèìàíèå àäðåñàòà è ïðîáóäèòü ó íåãî æåëàíèå ïðèíÿòü âàñ íà ðàáîòó èëè ïðåäâàðèòü ýòî åùå îäíèì ýòàïîì – ëè÷íîé âñòðå÷åé (ñîáåñåäîâàíèåì).
Ðàçíèöà â òîì, ÷òî ïèñüìî îáðàùåíî ê êîíêðåòíîìó ëèöó, îò
êîòîðîãî çàâèñèò ðåøåíèå, è íàäî îáðàùàòüñÿ ê íåìó ëèáî èñïîëüçóÿ
òèòóë (îáùåïðèíÿòîå îáîçíà÷åíèå äîëæíîñòè): «Ãîñïîäèí ïðåäñåäàòåëü», ëèáî ïî ôàìèëèè: «Ãîñïîäèí Êóçíåöîâ». Ïðåæäå ÷åì ðåøèòü
âîïðîñ î òîì, êàêîå îáðàùåíèå óïîòðåáèòü â äåëîâîì ïèñüìå ñ ïðîñüáîé
î ïðèåìå íà ðàáîòó, ëó÷øå âñåãî ïîçâîíèòü â îðãàíèçàöèþ è îñâåäîìèòüñÿ ó ñåêðåòàðÿ, êàêîå îáðàùåíèå ïðåäïî÷èòàåò ÷åëîâåê, èìåþùèé äàííóþ äîëæíîñòü.
II. Ðåêîìåíäàòåëüíîå ïèñüìî. Ñàìûé ïðîñòîé âàðèàíò ðåêîìåíäàòåëüíîãî
ïèñüìà – âèçèòíàÿ êàðòî÷êà ðåêîìåíäóþùåãî è íà íåé ñòðî÷êè, íàïèñàííûå îò ðóêè (â òðåòüåì ëèöå): «... ðåêîìåíäóåò òàêîãî-òî (ôàìèëèÿ
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ðåêîìåíäóåìîãî)»; ìîæíî äîáàâèòü ñëîâà «êàê îòëè÷íîãî, äîáðîñîâåñòíîãî, èíèöèàòèâíîãî» è òîìó ïîäîáíûå ïðèëàãàòåëüíûå. Íî ðåêîìåíäàòåëüíîå ïèñüìî ìîæåò áûòü è áîëåå ìíîãîñëîâíûì.
III. Ïèñüìî-îòêàç – åùå îäíà ôîðìà ïèñüìåííîãî äåëîâîãî îáùåíèè. Ïèñüìî-îòêàç èñïîëüçóåòñÿ òîãäà, êîãäà íàäî îòâåòèòü îòðèöàòåëüíî êîìó-ëèáî èç ïðåòåíäåíòîâ. Ïðèíÿòî ñ÷èòàòü, ÷òî íåýòè÷íîé
ÿâëÿåòñÿ ôîðìóëèðîâêà: «Âû íàì íå ïîäõîäèòå», õîòÿ, âïîëíå âîçìîæíî, èìåííî ýòî è ÿâëÿåòñÿ ïðè÷èíîé íàñòîÿùåãî îòêàçà. Áîëåå
ïðèåìëåìîé è ýòè÷íîé ìîæåò áûòü ôðàçà: «Ê ñîæàëåíèþ, ìû íå èìååì âîçìîæíîñòè â íàñòîÿùåå âðåìÿ ïðåäîñòàâèòü Âàì âîçìîæíîñòü
òðóäîóñòðîéñòâà â ñèëó ñëåäóþùèõ ïðè÷èí»; äàëåå ñëåäóåò óêàçàòü
äîñòàòî÷íî îáúåêòèâíóþ ïðè÷èíó, ïðåïÿòñòâóþùóþ ïðèåìó íà ðàáîòó (íàïðèìåð, íåâîçìîæíîñòü óâåëè÷åíèÿ êîíòèíãåíòà ðàáîòàþùèõ).
IV. Ïèñüìî-óâåäîìëåíèå. Òàêèå ïèñüìà îáû÷íî ðàññûëàþò îðãàíèçàöèè, îñîáî çàáîòÿùèåñÿ î ñâîèõ êëèåíòàõ (ïîêóïàòåëÿõ). Îðãàíèçàöèÿ ñîîáùàåò ïîñëåäíèå íîâîñòè î íîâûõ âèäàõ ïðîäóêöèè èëè óñëóã,
îá îòêðûòèè íîâûõ ôèëèàëîâ, î ïðîâåäåíèè ïðåçåíòàöèè, îá îáðàçîâàíèè íîâûõ ïîäðàçäåëåíèé â ñòðóêòóðå è, ñëåäîâàòåëüíî, î ïîÿâëåíèè íîâûõ öåëåé è ôóíêöèé ó îðãàíèçàöèè, ò.å. öåëè ïèñüìà-óâåäîìëåíèÿ â îñíîâíîì ðåêëàìíûå.
Îáû÷íî ïèñüìà âûïîëíåíû òèïîãðàôñêèì ñïîñîáîì, îäíàêî ìîæåò áûòü ñäåëàíà ïðèïèñêà îò ðóêè ñ äîïîëíèòåëüíûì ñîîáùåíèåì.
Àäðåñàò ìîæåò ðàñöåíèòü òàêóþ ïðèïèñêó êàê íå âïîëíå áåçóïðå÷íóþ
ðàáîòó ñîñòàâèòåëåé ïèñüìà, íî ìîæåò óâèäåòü â ïðèïèñêå îò ðóêè è
îñîáîå óâàæåíèå, è ñîçíàòåëüíîå âûäåëåíèå åãî (àäðåñàòà) èç ðÿäà
«åìó ïîäîáíûõ».
 òîì ñëó÷àå, åñëè ïèñüìî óâåäîìëÿåò î íàçíà÷åíèè íåêîåãî ëèöà
íà íîâóþ äîëæíîñòü, äîñòàòî÷íî ïî÷åòíóþ, ïðèíÿòî äàííîìó ëèöó
íàïðàâèòü ïèñüìî-ïîçäðàâëåíèå.
 çàêëþ÷åíèå íàïîìíèì, äåëîâîå ïèñüìî äîëæíî ïðîèçâîäèòü âïå÷àòëåíèå áåçóïðå÷íîñòè âî âñåì:
– áåçóïðå÷íûé ñòèëü;
– áåçóïðå÷íîå ïðàâîïèñàíèå;
– áåçóïðå÷íàÿ áóìàãà, íà êîòîðîé îòïå÷àòàíî ïèñüìî;
– áåçóïðå÷íûé øðèôò (ðàçáîð÷èâûé, íå ìåëêèé,
íå èìèòèðóþùèé ðóêîïèñíûé, äîñòàòî÷íî æèðíûé);
– áåçóïðå÷íîå ðàñïîëîæåíèå òåêñòà: íàëè÷èå øèðîêèõ ïîëåé, îôîðìëåíèå «â êðàé», ò.å. áåç àáçàöà, ïîñêîëüêó â ñîâðåìåííûõ äåëîâûõ
êðóãàõ ïå÷àòàíèå «â êðàé» ñ÷èòàåòñÿ áîëåå îôèöèàëüíûì;
– ñòðàíèöû íóìåðóþòñÿ íà÷èíàÿ ñî âòîðîé;
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–
ïèñüìî äîëæíî áûòü äîñòàòî÷íî êîðîòêèì – òàê îíî ëåã÷å
âîñïðèíèìàåòñÿ.
Ïîñëåäíåå, ÷òî íåîáõîäèìî ñêàçàòü, õàðàêòåðèçóÿ ñîâðåìåííóþ
äåëîâóþ ïåðåïèñêó, – íà âñå ïèñüìà ïðèíÿòî îáÿçàòåëüíî äàâàòü îòâåò, äàæå åñëè îòâåò îòðèöàòåëüíûé èëè àäðåñàò çàòðóäíèëñÿ ñ îòâåòîì (ñóòü îòâåòà â äàííîì ñëó÷àå äîëæíà áûòü èìåííî òàêàÿ – «çàòðóäíÿþñü ñ îòâåòîì»). Ñðîêè îòâåòà, ñóùåñòâóþùèå â äåëîâîì ìèðå,
òàêæå äîëæíû áûòü âûäåðæàíû. Îòñóòñòâèå îòâåòà èëè íàðóøåíèå
ñðîêîâ áóäåò âîñïðèíÿòî êàê íåóìåíèå âåñòè äåëà äîëæíûì îáðàçîì,
è ïîñëåäñòâèÿ ýòîãî íå çàìåäëÿò ñêàçàòüñÿ.
ÔÎÐÌÀ ÄÅËÎÂÎÃÎ ÏÈÑÜÌÀ
Âñòóïèòåëüíîå îáðàùåíèå
è çàêëþ÷èòåëüíàÿ ôîðìóëà âåæëèâîñòè
Âñòóïèòåëüíîå îáðàùåíèå è çàêëþ÷èòåëüíàÿ ôîðìóëà âåæëèâîñòè ïðåäñòàâëÿþò ñîáîé îáùåïðèíÿòûå ñòàíäàðòíûå ôîðìóëû, èãðàþùèå â ïèñüìàõ òó æå ðîëü, êàêóþ â ðàçãîâîðå èãðàþò,
ñîîòâåòñòâåííî, âûðàæåíèÿ good morning è good-bye. Âñòóïèòåëüíîå
îáðàùåíèå ïîìåùàåòñÿ íà ëåâîé ñòîðîíå ïèñüìà ïîä âíóòðåííèì àäðåñîì, à çàêëþ÷èòåëüíàÿ ôîðìóëà – íà ïðàâîé, â êîíöå îñíîâíîãî
òåêñòà (ñì. îáðàçåö). Îáå ôîðìóëû ïèøóòñÿ íà îòäåëüíûõ ñòðîêàõ. Â
íàñòîÿùåå âðåìÿ â äåëîâûõ ïèñüìàõ íàèáîëåå ðàñïðîñòðàíåíû
íèæåñëåäóþùèå ôîðìóëû âåæëèâîñòè.
1. Â ïèñüìàõ ê ôèðìàì è îðãàíèçàöèÿì: Âñòóïèòåëüíîå îáðàùåíèå:
Dear Sirs
Ãîñïîäà; Óâàæàåìûå ãîñïîäà;
Gentlemen
Ãîñïîäà
Îáðàùåíèå Gentlemen óïîòðåáëÿåòñÿ ãëàâíûì îáðàçîì â ÑØÀ.
Çàêëþ÷èòåëüíûå ôîðìóëû:
Yours faithfully
Ïðåäàííûé Âàì
Faithfully yours
Ïðåäàííûé Âàì
Yours truly
Ïðåäàííûé Âàì
Yours respectfully
Ñ óâàæåíèåì
Yours sincerely
Ñ óâàæåíèåì
Sincerely yours
Ñ óâàæåíèåì
 ÑØÀ ðàñïðîñòðàíåíà òàêæå ôîðìóëà Yours very truly è ðÿä äðóãèõ ôîðìóë.  Àíãëèè íàèáîëåå óïîòðåáèòåëüíûìè ôîðìóëàìè ÿâëÿþòñÿ Dear Sirs è Yours faithfully,
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2. Â ïèñüìàõ ê îòäåëüíûì ëèöàì:
Âñòóïèòåëüíîå îáðàùåíèå:
Dear Sir
Dear Madam (êàê ê çàìóæíèì, òàê è íåçàìóæíèì)
Çàêëþ÷èòåëüíûå ôîðìóëû:
Yours faithfully
Ïðåäàííûé Âàì
Faithfully yours
Ïðåäàííûé Âàì
Yours truly
Ïðåäàííûé Âàì
Truly yours
Ïðåäàííûé Âàì
Yours very truly
Ïðåäàííûé Âàì
Çàêëþ÷èòåëüíàÿ ôðàçà Yours truly èëè Yours very truly, êîòîðàÿ
íåîáû÷íà äëÿ Âåëèêîáðèòàíèè, òàêæå ñ÷èòàåòñÿ ìåíåå îôèöèàëüíîé,
÷åì Yours faithfully. Îáðàùåíèÿ Dear Sir è Dear Madam ê îòäåëüíûì
ëèöàì ÿâëÿþòñÿ ñòðîãî îôèöèàëüíûìè. Îäíàêî, åñëè ïèñüìî àäðåñóåòñÿ õîðîøî çíàêîìîìó ëèöó è íå íîñèò îôèöèàëüíîãî õàðàêòåðà, òî
âî âñòóïèòåëüíîì îáðàùåíèè ñëîâà Sir, Madam çàìåíÿþòñÿ ôàìèëèåé
ëèöà ñ ïðåäøåñòâóþùèì Mr., Mrs. èëè Miss; èìÿ èëè èíèöèàëû àäðåñàòà ïðè ýòîì îáû÷íî îïóñêàþòñÿ;
Dear Mr. Duglas
Óâàæàåìûé ìèñòåð Äóãëàñ
Dear Mrs. Green
Óâàæàåìàÿ ìèññèñ Ãðèí
Dear Miss Black
Óâàæàåìàÿ ìèññ Áëåê
 ýòèõ ñëó÷àÿõ â êà÷åñòâå çàêëþ÷èòåëüíîé ôîðìóëû îáû÷íî óïîòðåáëÿåòñÿ Yours sincerely èëè Yours very sincerely (èñêðåííå Baø(a).
Ïèñüìà, íà÷èíàþùèåñÿ ñ íåîôèöèàëüíîãî ïðèâåòñòâèÿ (íàïðèìåð,
Dear Tommy), çàâåðøàþòñÿ äðóæåñêèìè ôðàçàìè, òàêèìè êàê With
best regards, With kind regards (ñ íàèëó÷øèìè ïîæåëàíèÿìè) è ò.ä.,
÷àñòî â ñî÷åòàíèè Yours sincerely.
Ïîäõîäÿùèå çàêëþ÷èòåëüíûå ôðàçû äëÿ íåîôèöèàëüíûõ ïèñåì
ýòî âäîáàâîê ê Yours sincerely (Sincerely yours) – Sincerely, Yours
cordially, Cordially yours, Cordially; èì ìîãóò ïðåäøåñòâîâàòü With
best regard è ò.ä.
Ïîñëå âñòóïèòåëüíîãî îáðàùåíèÿ ñòàâèòñÿ çàïÿòàÿ (â Àíãëèè) èëè
äâîåòî÷èå (â ÑØÀ), à ïîñëå çàêëþ÷èòåëüíîé ôîðìóëû – çàïÿòàÿ. Íàäî
èçáåãàòü ïðè÷àñòíûõ îáîðîòîâ, çà êîòîðûìè ñëåäóþò òàêèå çàêëþ÷èòåëüíûå ôðàçû, êàê I am, we are, we remain. He ïèøèòå, íàïðèìåð,
Hoping you will agree to our suggestion, we... ïèøèòå: We hope you will
agree to our suggestion. Yours faithfully.
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Âíèìàíèþ êîíêðåòíîãî ëèöà
Êîãäà îòïðàâèòåëü ïèñüìà, àäðåñîâàííîãî êàêîéòî êîììåð÷åñêîé ôèðìå èëè äðóãîé îðãàíèçàöèè, õî÷åò, ÷òîáû ïèñüìî áûëî ïðî÷èòàíî îïðåäåëåííûì ëèöîì ýòîé îðãàíèçàöèè èëè êîíêðåòíûì îòäåëîì, òî ïåðåä âñòóïèòåëüíûì îáðàùåíèåì (èëè ïîä íèì)
ñòàâèòñÿ íàäïèñü:
For the Attention of Mr. T. Climin
Attention of Mr. T. Climin
– Âíèìàíèþ ã-íà Ò. Êëèìèíà
Attention: Mr. T. Climin
Òàêàÿ íàäïèñü èíîãäà ïîä÷åðêèâàåòñÿ, ÷òîáû îáðàòèòü íà ñåáÿ âíèìàíèå ñîòðóäíèêà, êîòîðûé ðàçáèðàåò ïî÷òó äàííîé îðãàíèçàöèè, è
ïèñüìî áûëî ïåðåäàíî óêàçàííîìó ëèöó.
Âñòóïèòåëüíîå ïðèâåòñòâèå â ýòèõ ñëó÷àÿõ âñåãäà ïèøåòñÿ âî ìíîæåñòâåííîì ÷èñëå, ò.å. Dear Sirs èëè Gentlemen, ïîñêîëüêó ïèñüìî
àäðåñóåòñÿ îðãàíèçàöèè, à íå îòäåëüíîìó ëèöó:
Messrs. S. Black & Co., Limited,
Grosvenor Gardens House 35-37
Grosvenor Gardens London SW1W OBS
England
Attention of Mr. J: Wood
Dear Sirs,
We have received your letter...
Ñëîâî Attention ìîæíî ñîêðàòèòü Att. èëè Attn.
Òàê ïèñàòü íå ñëåäóåò
«Ýíöèêëîïåäè÷åñêèé ñëîâàðü àíãëèéñêîãî ÿçûêà», âûïóùåííûé Èíñòèòóòîì àíãëèéñêîãî ÿçûêà â ×èêàãî, ÑØÀ,
ðåêîìåíäóåò ïðè ñîñòàâëåíèè äåëîâûõ ïèñåì íå óïîòðåáëÿòü ñëåäóþùèå âûðàæåíèÿ:
Advise
íå ñëåäóåò óïîòðåáëÿòü â ñìûñëå «ñîîáùèòü», «èíôîðìèðîâàòü»
Aforementioned
â äåëîâîé êîððåñïîíäåíöèè
áîëåå óìåñòíî âûðàæåíèå
«Mentioned previously»
As per
ïðàâèëüíåå âûðàæåíèå «According to:»
Attached find
åñëè ê ïèñüìó ÷òî-òî ïðèëîæåíî,
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Attached hereto
At your convenience;
at any early date
Beg to acknowledge;
beg to inform;
Beg to state
Dictated but not read
Herein; hereto; herewith
Hoping to here from you
In due course
In re
Kindly fill out the enclosed form
Permit me to say
Please be advised
Recent date
Regret to state
The writer; the undersigned
Trust you will
Wish to acknowledge,
inform, say
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òî, êîíå÷íî, áóäåò íàéäåíî. Ëó÷øå ïèñàòü
«Attached is»
ñëîâî «hereto» ëèøíåå
â äàííîì ñëó÷àå öåëåñîîáðàçíî
óïîìÿíóòü êîíêðåòíóþ äàòó
«to beg» – îçíà÷àåò «óìîëÿòü»,
«óïðàøèâàòü»,
÷òî â äåéñòâèòåëüíîñòè
íå ÿâëÿåòñÿ æåëàíèåì ïèøóùåãî, ïîýòîìó ëó÷øå íå óïîòðåáëÿòü ýòè âûðàæåíèÿ.
íàâåðíî, ïèñüìî ñ òàêèì âûðàæåíèåì
ëó÷øå âåðíóòü ñ ôðàçîé «Received but
not read»
ñëîâà íå íóæíû, ëó÷øå ïèøèòå
«enclose», «attach»
ôðàçà ëèøíÿÿ,
ò.ê. ñîäåðæàíèå ïèñüìà ëèáî ïðåäïîëàãàåò îòâåò, ëèáî íåò
î÷åíü íåîïðåäåëåííî
ëàòèíñêèé òåðìèí, îçíà÷àåò «îòíîñÿùèéñÿ», «ïî äåëó», ëó÷øå óïîòðåáëÿòü
â þðèñïðóäåíöèè
ëó÷øå óïîòðåáèòü «please»
íåò íåîáõîäèìîñòè ñïðàøèâàòü
ðàçðåøåíèÿ íà èçëîæåíèå
â ñîáñòâåííîì ïèñüìå
ôðàçà ëèøíÿÿ
ëó÷øå óêàçàòü êîíêðåòíóþ äàòó
ïðèãîäíî äëÿ âûñîêîãî ñòèëÿ,
ëó÷øå óïîòðåáëÿòü «sorry that»
â äåëîâîé ïåðåïèñêå
ëó÷øå óïîòðåáëÿòü ìåñòîèìåíèå «I»
ëó÷øå ñêàçàòü «hope you will»
â ýòîì âûðàæåíèè ëó÷øå
íå óïîòðåáëÿòü ñëîâî «wish to»
Óêàçàíèå íà ñîäåðæàíèå ïèñüìà
Äëÿ óäîáñòâà ÷èòàþùåãî ïåðåä îñíîâíûì òåêñòîì ïèñüìà ÷àñòî èçëàãàåòñÿ êðàòêîå óêàçàíèå îòíîñèòåëüíî ñîäåðæàíèÿ èëè òåìû ïèñüìà.
Ýòî óêàçàíèå îáû÷íî ïîìåùàåòñÿ ìåæäó âñòóïèòåëüíûì îáðàùåíèåì è îñíîâíûì òåêñòîì. Îíî îáû÷íî ïå÷àòàåòñÿ çàãëàâíûìè áóêâàìè èëè ïîä÷åðêèâàåòñÿ äëÿ òîãî, ÷òîáû ïðèâëå÷ü âíèìàíèå ëèöà,
ðàçáèðàþùåãî ïî÷òó.
Åñëè óêàçàíèå íà ñîäåðæàíèå ïîìåùàåòñÿ íàä ïðèâåòñòâèåì, òî
åìó ïðåäøåñòâóåò ñëîâî (èëè – or). Âñå ñëîâà â óêàçàíèè, êðîìå àðòèêëåé, ïðåäëîãîâ è ñîþçîâ, ïèøóòñÿ ñ ïðîïèñíîé áóêâû.
1. Dear Sirs,
Order No. 1765 for «Reward» English Course
We received your letter
Óâàæàåìûå ãîñïîäà!
Çàêàç¹ 1765 íà êóðñ àíãëèéñêîãî ÿçûêà «Reward»
Ìû ïîëó÷èëè Âàøå ïèñüìî
2. Dear Sirs,
Refiisai of quotation
Thank you for your letter
Óâàæàåìûå ãîñïîäà!
Ìû áëàãîäàðèì Âàñ çà Âàøå ïèñüìî
3. Dear Sirs,
Re: Letter of Credit No 567/8976
We have received your fax...
Óâàæàåìûå ãîñïîäà!
Êàñ, àêêðåäèòèâà ¹ 567/8976
Ìû ïîëó÷èëè Âàø ôàêñ...
 ïîñëåäíåì ïðèìåðå ñëîâî Re ïðåäñòàâëÿåò ñîáîé ñîêðàùåíèå ëàòèíñêîãî âûðàæåíèÿ in re – ïî äåëó è èìååò çíà÷åíèå «êàñàòåëüíî,
îòíîñèòåëüíî».  íàñòîÿùåå âðåìÿ Re (èëè re) â îáû÷íîé òîðãîâîé
65
ïåðåïèñêå â Àíãëèè è ÑØÀ âûõîäèò èç óïîòðåáëåíèÿ è âñòðå÷àåòñÿ
íàðÿäó ñ âûðàæåíèåì in re ãëàâíûì îáðàçîì â ïåðåïèñêå þðèäè÷åñêîãî õàðàêòåðà ñî çíà÷åíèåì «ïî äåëó»:
Ñðàâíèòå:
Re: Circular Grinding Machine
Ïî äåëó êðóãëîøëèôîâàëüíîãî ñòàíêà
In re: Brown v. Smith
Ïî äåëó Áðàóíà ïðîòèâ Ñìèòà
(v. ñîêðàùåíèå ëàòèíñêîãî versus – ïðîòèâ).
Ïðèëîæåíèÿ è êîïèè
Åñëè ê ïèñüìó ïðèëîæåíû êàêèå-ëèáî ìàòåðèàëû èëè äîêóìåíòû èëè êîãäà ôèðìà äîëæíà ïîëó÷èòü êîïèè äîêóìåíòîâ, òî ýòî óêàçûâàåòñÿ â ëåâîì íèæíåì óãëó áëàíêà ïèñüìà íèæå
ïîäïèñè.
 àìåðèêàíñêèõ ïèñüìàõ ýòè îáîçíà÷åíèÿ ñòàâÿòñÿ ïðÿìî ïîä íà÷àëüíûìè áóêâàìè ññûëêè.
Ïèøåòñÿ ñëîâî Enclosure – Ïðèëîæåíèå èëè ñëîâî Enclosures – Ïðèëîæåíèÿ, ÷àùå ñîêðàùåííî Encl. Åñëè èìåþòñÿ 2 ïðèëîæåíèÿ è áîëåå, òî óêàçûâàåòñÿ èõ ÷èñëî.
Èñïîëüçóþòñÿ ñëåäóþùèå òèïû îáîçíà÷åíèé ïðèëîæåíèÿ:
Enclosure(s)
Two enclosure
Enc(s)
Encs(2)
Encl
Encl(2)
 óêàçàíèè íà ïðèëîæåíèÿ ðåêîìåíäóåòñÿ ïåðå÷èñëèòü ïîñûëàåìûå ìàòåðèàëû, â îñîáåííîñòè êîãäà ýòî âàæíûå èëè öåííûå äîêóìåíòû.  íàçâàíèÿõ ìàòåðèàëîâ âñå ñëîâà, êðîìå ïðåäëîãîâ, ïèøóòñÿ ñ
ïðîïèñíîé áóêâû, àðòèêëè îáû÷íî îïóñêàþòñÿ:
Encl.: Cheque
Enclosures:
Bill of Lading
Insurance Policy
Invoice
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Ïðèëîæåíèå: ×åê
Ïðèëîæåíèÿ:
Êîíîñàìåíò
Ñòðàõîâîé ïîëèñ
Ñ÷åò-ôàêòóðà
Ïðèëîæåíèÿ ìîãóò óêàçûâàòüñÿ ïðîñòàíîâêîé ãîðèçîíòàëüíîé ëèíèè (–), äèàãîíàëüíîé ÷åðòî÷êè (/) èëè ðÿäîì òî÷åê (...) â ëåâîì
ïîëå, íàïðîòèâ ñòðîêè, â êîòîðîé óïîìèíàåòñÿ ïðèëîæåíèå, èëè
ïðèêðåïëåíèåì öâåòíûõ íàêëååê è ê ïðèëîæåíèþ è ê ïèñüìó. Îáîçíà÷åíèå êîïèè, ïðåäíàçíà÷åííîé äðóãîìó ëèöó, âûãëÿäèò ñëåäóþùèì îáðàçîì:
ñ/ñ: Mr. Ch. Contran
Ïîñòñêðèïòóì
Ïîñòñêðèïòóì (Postscri pt), ò.å.ïðèïèñêà â íèæíåé ÷àñòè ïèñüìà ïîñëå ïîäïèñè, äîïóñêàåòñÿ ëèøü â òîì ñëó÷àå,
êîãäà ïîñëå ïîäïèñàíèÿ ïèñüìà ïðîèçîøëî ñîáûòèå, î êîòîðîì
íóæíî íåìåäëåííî èíôîðìèðîâàòü àäðåñàòà èëè ÷òîáû ïîä÷åðêíóòü êàêîé-ëèáî âàæíûé ìîìåíò. Ïðèïèñêà íà÷èíàåòñÿ ñ ñîîáùåíèÿ P.S. (÷èòàåòñÿ Postscri pt); â êîíöå ïðèïèñêè ñíîâà ñòàâèòñÿ
ïîäïèñü.
Ïèñüìà, èìåþùèå ïðîäîëæåíèÿ
Ïèñüìà îáû÷íî ïèøóòñÿ òîëüêî íà ëèöåâîé ñòîðîíå áëàíêà. Åñëè ïèñüìî íå ïîìåùàåòñÿ íà ëèöåâîé ñòîðîíå áëàíêà,
îíî ïèøåòñÿ íà äâóõ èëè íåñêîëüêèõ ëèñòàõ, ïðè÷åì èñïîëüçóåòñÿ
òàêæå ëèøü îäíà ñòîðîíà êàæäîãî ëèñòà.
 êà÷åñòâå äîïîëíèòåëüíûõ ðåêîìåíäóåòñÿ óïîòðåáëÿòü ëèñòû ñ
íàçâàíèåì îðãàíèçàöèè, íàïå÷àòàííûì òèïîãðàôñêèì ñïîñîáîì â
ëåâîì âåðõíåì óãëó, ñ îòñòóïîì â 1 ñì îò âåðõíåãî êðàÿ ëèñòà;
ðÿäîì, â ïðàâîì âåðõíåì óãëó, äîëæíû áûòü íàïå÷àòàíû ñëîâà
Continuation Sheet No: ëèñò äëÿ ïðîäîëæåíèÿ ïèñüìà ¹: Ïîä íàçâàíèåì îðãàíèçàöèè îòïðàâèòåëÿ ïèøåòñÿ èìÿ ëèöà èëè íàèìåíîâàíèå îðãàíèçàöèè, êîòîðîé àäðåñóåòñÿ ïèñüìî, à òàêæå äàòà ïèñüìà:
Corporation «Gamma».
Messrs. Durbhi R. & Co., Ltd
Continuation Sheet No 1
21st August, 2000
Ìíîãèå àíãëèéñêèå ôèðìû ïîëüçóþòñÿ äîïîëíèòåëüíûìè ëèñòàìè
áåç íàäïèñè Continuation Sheet No: â ýòèõ ñëó÷àÿõ íà äîïîëíèòåëüíûõ
ëèñòàõ ïðîñòàâëÿþòñÿ íîìåðà ñòðàíèö: íà ïåðâîé äîïîëíèòåëüíîé ñòðàíèöå ñòàâèòñÿ íîìåð 2, íà âòîðîé íîìåð òðè è ò.ä. Ðàñïîëîæåíèå
çàâèñèò îò êîìïîíîâêè ïèñüìà. Íàïðèìåð:
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Dunkan R.Y. & Corp.
17 May 2001
Page 3
èëè:
Dunkan R.Y. & Corp. 3 17 May 2001
 íèæíåì ïðàâîì óãëó êàæäîé ñòðàíèöû òåêñòà, âêëþ÷àÿ ïåðâóþ, íî êðîìå ïîñëåäíåé, ïèøåòñÿ ñëîâî Contd (èëè Cont’d) –
ïðîäîëæåíî.
Êàê ïîäïèñûâàþòñÿ ïèñüìà
Ïîëíîìî÷èåì ïîäïèñûâàòü îò èìåíè ôèðìû íàäåëåíû âëàäåëåö, ïàðòíåðû ñîâìåñòíîé êîìïàíèè, îôèöèàëüíûå ëèöà
êîìïàíèè è ñëóæàùèå, êîòîðûì ýòî ïîëíîìî÷èå áûëî ïåðåäàíî (óïîëíîìî÷åííîé ñòîðîíîé).
Ïîäïèñü íà ïèñüìå ïîìåùàåòñÿ íà ïðàâîé ñòîðîíå ëèñòà ïîä çàêëþ÷èòåëüíîé ôîðìóëîé. Ïîäïèñü íà ïèñüìå èíîñòðàííîé ôèðìû èëè
îðãàíèçàöèè âûãëÿäèò îáû÷íî ñëåäóþùèì îáðàçîì.
Íà ïåðâîé ñòðî÷êå ïîä çàêëþ÷èòåëüíîé ôîðìóëîé ïîñòàâëåíî íàçâàíèå ôèðìû èëè îðãàíèçàöèè, íàïå÷àòàííîå èëè ïðîèçâåäåííîå ïóòåì îòòèñêà êàó÷óêîâîãî øòåìïåëÿ. Îíî äîëæíî òî÷íî ñîâïàäàòü ñ
íàçâàíèåì ôèðìû èëè îðãàíèçàöèè, íàïå÷àòàííûì òèïîãðàôñêèì ñïîñîáîì â çàãîëîâêå ïèñüìà. Ïîä íàçâàíèåì óïîëíîìî÷åííîå ôèðìîé
èëè îðãàíèçàöèåé ëèöî ñòàâèò ÷åðíèëàìè ñâîþ ïîäïèñü. Òàê êàê ìíîãèå ïîäïèñè òðóäíî ïðî÷èòàòü, èìÿ ëèöà, ïîäïèñûâàþùåãî ïèñüìî
èíîãäà ïå÷àòàåòñÿ íà òîé æå ñòðîêå èëè íèæå. Äàëåå ñëåäóåò íàïå÷àòàííîå íàçâàíèå äîëæíîñòè ëèöà, ïîäïèñàâøåãî ïèñüìî, èëè íàçâàíèå ñîîòâåòñòâóþùåãî îòäåëà ïðåäïðèÿòèÿ. Îòäåëüíûå ñòðî÷êè â ïîäïèñè íå ðàçäåëÿþòñÿ çàïÿòûìè.
Ïðåäñåäàòåëü, äèðåêòîð è ñåêðåòàðü àêöèîíåðíîé êîìïàíèè îáû÷íî ïîäïèñûâàþò òåêóùóþ êîððåñïîíäåíöèþ, íàïðèìåð, òàê:
Ê. Main & Co., Ltd,
J. Kameron Director
(J. KAMERON)
Äðóãèå ñëóæàùèå êîìïàíèè, êîòîðûì ïîðó÷åíî ïîäïèñûâàòü ïèñüìà, äåëàþò ýòî ñëåäóþùèì îáðàçîì:
For Ê. Main & Ñî, Ltd
S. Harrison
Export Department
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Äîãîâîðû, ÷åêè, ôèíàíñîâûå îáÿçàòåëüñòâà, ãàðàíòèè è äðóãèå
âàæíûå äîêóìåíòû äîëæíû ïîäïèñûâàòüñÿ çà ñîîòâåòñòâóþùóþ ñòîðîíó çàêîííî óïîëíîìî÷åííûìè íà òî ëèöàìè. Ïðè ïîäïèñàíèè òàêèõ
äîêóìåíòîâ ïåðåä íàçâàíèåì îðãàíèçàöèè â ïîäïèñè ÷àñòî ïèøóòñÿ
ñëîâà For and on behalf of (çà è îò èìåíè). Åñëè ïîëíîìî÷èå ïîäïèñûâàòü äîêóìåíòû ïðåäîñòàâëåíî íà îñíîâàíèè äîâåðåííîñòè, äîáàâëÿåòñÿ ñîêðàùåíèå Per pro èëè p.p. (per procurationem – îò ëàòèíñêîãî
âûðàæåíèÿ «ïî äîâåðåííîñòè»).
Ê. Main & Co, Ltd
Per pro, S. Harrison
Export Department
Òàì, ãäå ÿñíî, ÷òî îáëàäàòåëü äîâåðåííîñòè ÿâëÿåòñÿ óïîëíîìî÷åííûì àãåíòîì êîìïàíèè, ìîæíî îáîéòèñü áåç äîáàâëåíèÿ Per pro.
(Â Ñîåäèíåííûõ Øòàòàõ íåò ïîäïèñè Per pro.) Ñåêðåòàðü, ïîäïèñûâàþùèé ïèñüìî â îòñóòñòâèå ñâîåãî áîññà, ìîæåò ïîëüçîâàòüñÿ ñëåäóþùåé ôîðìîé.
Ñ.Í. Brothnan
Managing Director
Signed in Mr, Brothnan’s absence
Jelly Anderson
Secretary – to Mr. Cfl. Brothnan
Êîãäà òîðãîâàÿ îðãàíèçàöèÿ â Àíãëèè ïðåäñòàâëÿåò ñîáîé íå àêöèîíåðíîå îáùåñòâî, à òîâàðèùåñòâî (â ýòîì ñëó÷àå ñëîâî Limited â
íàçâàíèè îòñóòñòâóåò), òî êàæäûé ó÷àñòíèê òîâàðèùåñòâà (êîìïàíüîí) ïðè ïîäïèñàíèè ïèñüìà âìåñòî ñâîåé ôàìèëèè ñîáñòâåííîðó÷íî
ïèøåò íàçâàíèå ôèðìû íåïîñðåäñòâåííî ïîñëå çàêëþ÷èòåëüíîãî ïðèâåòñòâèÿ:
Yours truly,
JACKSONS & FUNNY
Îáðàçåö òàêîé ïîäïèñè êàæäîãî êîìïàíüîíà ñ óêàçàíèåì åãî ôàìèëèè òîâàðèùåñòâî ïîñûëàåò áàíêàì è äðóãèì îðãàíèçàöèÿì, ñ êîòîðûìè îíî èìååò äåëîâûå îòíîøåíèÿ, ÷òî äàåò èì âîçìîæíîñòü ïî
ïîä÷åðêó îïðåäåëèòü, êòî èìåííî èç êîìïàíüîíîâ ïîäïèñàë ïèñüìî
èëè äîêóìåíò.
Êàê îôîðìèòü êîíâåðò
Íà êîíâåðòå ïèøóòñÿ äâà àäðåñà: àäðåñàòà è îòïðàâèòåëÿ. Îí ïå÷àòàåòñÿ òàê æå, êàê è àäðåñ íàä òåêñòîì ïèñüìà
(Ñìîòðè îáðàçåö ïèñüìà).
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Àäðåñ ïîëó÷àòåëÿ – ýòî ïîäðîáíûé âíóòðåííèé àäðåñ. Íîìåð äîìà
ïèøåòñÿ ïåðåä íàçâàíèåì óëèöû, à ãîðîä – ïîñëå óëèöû.
Íàä àäðåñîì êðóïíûì øðèôòîì ïå÷àòàþòñÿ ñëîâà, óêàçûâàþùèå
ñïîñîá îòïðàâêè, à èìåííî: Registered – Çàêàçíîå, Air-Mail – Àâèà,
Express Delivery – Ñðî÷íîé äîñòàâêîé, Òî Be Called For (èëè Poste
Restante) – Äî âîñòðåáîâàíèÿ.
Íàïðèìåð:
REGISTERED
Messrs. S, Black & Co., Limited,
Grosvenor Gardens House 35-37
Grosvenor Gardens London SW1W OBS
England
AIR-MAIL
Gamma Capital International Corporation
856 Sweet Street,
Toronto,
Canada
Êîãäà èñïîëüçóþò êîíâåðò ñ îêíîì, òî âíóòðåííèé àäðåñ ñàìîãî
ïèñüìà ñëóæèò è êàê àäðåñ íà êîíâåðòå.
Îáðàòíûé àäðåñ ïèøåòñÿ â íèæíåé ÷àñòè ëèöåâîé ñòîðîíû êîíâåðòà
èëè íà åãî îáîðîòíîé ñòîðîíå. Åìó ÷àñòî ïðåäøåñòâóåò ñëåäóþùàÿ íàäïèñü: If not delivered, please return to...».  ñëó÷àå íåäîñòàâêè ïðîñüáà
âåðíóòü ïèñüìî... (äàëåå ñëåäóåò àäðåñ îòïðàâèòåëÿ).
Åñëè ïèñüìî àäðåñóåòñÿ ëèöó, ÷åé òî÷íûé àäðåñ íå èçâåñòåí, òî
îíî ÷àñòî íàïðàâëÿåòñÿ êàêîé-ëèáî îðãàíèçàöèè; ñ êîòîðîé äàííîå ëèöî ïîääåðæèâàåò äåëîâóþ ñâÿçü è êîòîðàÿ ìîæåò ïåðåäàòü
èëè ïåðåñëàòü åìó ýòî ïèñüìî,  ýòîì ñëó÷àå ïåðåä íàçâàíèåì
îðãàíèçàöèè ïèøóòñÿ ñëîâà In care of èëè Care of (ñîêðàùåííî
C/o), îçíà÷àþùèå íà ïîïå÷åíèå è óïîòðåáëÿþùèåñÿ â ñìûñëå ïî
àäðåñó, ÷åðåç.
Íàïðèìåð, ïèñüìî äèðåêòîðó ðîññèéñêîãî ïðåäïðèÿòèÿ, óåõàâøåìó â êîìàíäèðîâêó â Àíãëèþ è ñâÿçàííîìó ïî ðàáîòå ñ ïîñîëüñòâîì
Ðîññèè, ìîæåò áûòü àäðåñîâàíî ñëåäóþùèì îáðàçîì:
AIR-MAIL
Mr. L. Panin
Ñ/î The Embassy of Russia in the U.K.,
13, Kensington Palace Gardens,
London, England.
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Äåëîâàÿ ïåðåïèñêà
Ïðè ñîñòàâëåíèè äåëîâûõ ïèñåì íåîáõîäèìî
ïîìíèòü, ÷òî ïî ïèñüìó ìîæíî ñóäèòü íå òîëüêî î ÷åëîâåêå, åãî
íàïèñàâøåì, íî è ôèðìå, êîòîðóþ îí ïðåäñòàâëÿåò.  êîíå÷íîì
ñ÷åòå ïèñüìî ìîæåò ñîçäàòü èëè õîðîøóþ ðåïóòàöèþ ÷åëîâåêó èëè
ôèðìå, èëè íàïðîòèâ, ïëîõóþ. Ïîñêîëüêó äåëîâûå ïèñüìà îáû÷íî
ïîäøèâàþòñÿ, òî íå èñêëþ÷åíî, ÷òî ê âàøåìó ïèñüìó, îñòàâëåííîìó áåç âíèìàíèÿ ðàíåå, ìîãóò âåðíóòüñÿ ïðè ïðîñìîòðå ïîäøèâêè.
Ïîìíèòå, ÷òî âðåìÿ, çàòðà÷åííîå íà ñîñòàâëåíèå õîðîøåãî ïèñüìà, –
ýòî õîðîøî âëîæåííûé êàïèòàë.
Ñóùåñòâóþò îïðåäåëåííûå îãðàíè÷åíèÿ, êàñàþùèåñÿ ñòèëÿ è ÿçûêà äåëîâîãî ïèñüìà. Åñëè ãîâîðèòü â îáùèõ ÷åðòàõ, òî èäåàëüíûì
ïèñüìîì ñ÷èòàåòñÿ òî, êîòîðîå ñî÷åòàåò â ñåáå ðàäóøèå è äîñòîèíñòâî.
Òàêèå ïèñüìà ñîîáùàþò ÷èòàòåëþ ÷óâñòâî èñêðåííîñòè è äðóæåñêîãî
ðàñïîëîæåíèÿ íàïèñàâøåãî ýòî ïèñüìî. Îäíàêî íå ñòîèò è çëîóïîòðåáëÿòü ðàäóøèåì â äåëîâûõ ïèñüìàõ, ÷òî ìîæåò ïðèâåñòè ê îáðàòíîìó ýôôåêòó è ÷èòàþùèé ïîòåðÿåò èíòåðåñ ê ïèñüìó.
Âåæëèâîñòü è òî÷íîñòü íåîòúåìëåìû â äåëîâîé êîððåñïîíäåíöèè, îäíàêî îáùèé òîí ïèñüìà ìîæåò ìåíÿòüñÿ â çàâèñèìîñòè îò
åãî ñîäåðæàíèÿ. Ïèñüìà, íàïðàâëåííûå âàæíûì ãîñóäàðñòâåííûì
äåÿòåëÿì, ïðîøåíèÿ èëè çàÿâëåíèÿ î ïðèåìå íà ðàáîòó äîëæíû
èìåòü áîëåå îôèöèàëüíûé è óâàæèòåëüíûé òîí, ÷åì îáû÷íîå äåëîâîå ïèñüìî.
Êàæäîå ïèñüìî ïðåñëåäóåò ñâîþ öåëü, ïîýòîìó îíî äîëæíî áûòü
íàïèñàíî òàêèì ÿçûêîì, êîòîðûé áóäåò ñïîñîáñòâîâàòü äîñòèæåíèþ
ýòîé öåëè íàèëó÷øèì îáðàçîì. Ïåðåïèñêà ìåæäó ëþäüìè, îáùàþùèìèñÿ íà ïðîòÿæåíèè íåêîòîðîãî âðåìåíè, ìîæåò áûòü ìåíåå îôèöèàëüíîé â îòëè÷èå îò ïåðåïèñêè ìåæäó êîððåñïîíäåíòàìè, âïåðâûå
âñòóïàþùèìè â êîíòàêò.
Ñîîáùåíèå â ïèñüìå äîëæíî áûòü èçëîæåíî ïðîñòûì è åñòåñòâåííûì ÿçûêîì. ×àñòî â ïèñüìàõ ïîëüçóþòñÿ òàêèìè ôðàçàìè è âûðàæåíèÿìè, êîòîðûå äàâíî ïîòåðÿëè âñÿêèé ñìûñë. Òàêèõ âûðàæåíèé ñëåäóåò èçáåãàòü, òàê êàê îíè, âî-ïåðâûõ, óñòàðåëè, âî-âòîðûõ, íàðóøàþò ÷åòêîñòü ñòèëÿ.
Ôîðìà äåëîâîãî ïèñüìà: øàïêà íà ôèðìåííîì áëàíêå ó÷ðåæäåíèÿ
èëè ÷àñòíîãî ëèöà, ññûëêè è äàòà, âíóòðåííèé àäðåñ (íàçâàíèå, òèòóëû, ïî÷òîâûé àäðåñ). Øàïêà íà ôèðìåííîì áëàíêå îòïå÷àòàíà ââåðõó
ëèñòà ïèñüìà. Îíà ñîäåðæèò íàçâàíèå ôèðìû è ïî÷òîâûé àäðåñ.
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Êàê äîïîëíåíèå ìîæåò óêàçûâàòüñÿ íîìåð òåëåôîíà, ôàêñà, àäðåñ
ýëåêòðîííîé ïî÷òû è ñàéòà, òåëåãðàôíûé àäðåñ (îí ìîæåò áûòü âíèçó
ëèñòà).
Ïî çàêîíîäàòåëüñòâó íåêîòîðûõ ñòàí íà áëàíêå òðåáóåòñÿ îïðåäåëåííàÿ äîïîëíèòåëüíàÿ èíôîðìàöèÿ. Íàïðèìåð, àêöèîíåðíîå îáùåñòâî ñ îãðàíè÷åííîé îòâåòñòâåííîñòüþ â Áðèòàíèè äîëæíî óêàçûâàòü
èìåíà ñâîèõ äèðåêòîðîâ, àäðåñ ñâîåãî çàðåãèñòðèðîâàííîãî îôèñà, ìåñòî
ðåãèñòðàöèè è ðåãèñòðàöèîííûé íîìåð. Ìíîãèå øàïêè èìåþò ìåñòî,
îñòàâëåííîå äëÿ ññûëîê.
Ññûëêè è äàòà
Ññûëêà ñîñòîèò èç èíèöèàëîâ èñïîëíèòåëÿ è åãî
êîíòàêòíîãî òåëåôîíà. Äëÿ ññûëîê ìîæíî èñïîëüçîâàòü áóêâû è öèôðû, îáîçíà÷àþùèå îòäåë èëè ñåêòîð ïèøóùåãî, íîìåð äåëà è ò.ä. (â
áðèòàíñêèõ ïèñüìàõ ññûëêà îáû÷íî ïîìåùåíà íàä äàòîé, â àìåðèêàíñêèõ ïèñüìàõ îíà óêàçûâàåòñÿ â ëåâîì íèæíåì óãëó ëèñòà ïèñüìà).
Äàòó ìîæíî ïèñàòü ïî-ðàçíîìó.  Âåëèêîáðèòàíèè îáû÷íî ïîðÿäîê
òàêîâ: äåíü, ìåñÿö, ãîä (10 äåêàáðÿ 19... èëè 10-îå äåêàáðÿ, 19...).
Àìåðèêàíöû îáû÷íî ñòàâÿò ñíà÷àëà ìåñÿö, çà êîòîðûì ñëåäóåò äåíü
è ãîä: Äåêàáðü 10, 19... (ôîðìà 10 äåêàáðü 19... òàêæå øèðîêî èñïîëüçóåòñÿ â Ñîåäèíåííûõ Øòàòàõ).
Ìåæäóíàðîäíàÿ îðãàíèçàöèÿ ïî ñòàíäàðòèçàöèè (ISO) ðåêîìåíäóåò ñëåäóþùóþ öèôðîâóþ ôîðìó â òàêîì ïîðÿäêå: ãîä, ìåñÿö è äåíü:
19...-12-10.
Äðóãèå öèôðîâûå ôîðìû, êàê 10-12-19..., 10.12.19..., 10/12/19...,
íå äîëæíû ïðèìåíÿòüñÿ â äåëîâûõ ïèñüìàõ, ò.ê. îíè ëåãêî ìîãëè áû
âíåñòè ïóòàíèöó. (10/12 îçíà÷àåò 10 äåêàáðÿ èëè 12 îêòÿáðÿ).
Âíóòðåííèé àäðåñ (íàçâàíèå)
Êàæäàÿ ôèðìà èìååò ñâîå îïðåäåëåííîå íàçâàíèå. ×àñòíûå ôèðìû, ïðèíàäëåæàùèå îäíîìó ëèöó (â Ñîåäèíåííûõ
Øòàòàõ íàçûâàåìûå åäèíîëè÷íîé ñîáñòâåííîñòüþ), ìîãóò áûòü çàðåãèñòðèðîâàíû ïîä èìåíåì ñîáñòâåííûì (èìåíåì îñíîâàòåëÿ èëè âëàäåëüöà) èëè ïîä íàðèöàòåëüíûì èìåíåì (Mother Nature Health Food
Store). Òèïè÷íûå ïðèìåðû òîâàðèùåñòâ; Brown, Smith & Johnson, Brown
& Co, Baker & Son Green Bros. Â íàçâàíèÿõ íåêîòîðûõ òîâàðèùåñòâ
íåò ñîáñòâåííûõ èìåí. Íàçâàíèÿ ãîñóäàðñòâåííûõ êîìïàíèé Âåëèêîáðèòàíèè âêëþ÷àþò â ñåáÿ ñîêðàùåíèå PLC (plc), a ÷àñòíûå êîìïàíèè
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ñ îãðàíè÷åííîé îòâåòñòâåííîñòüþ – ñëîâî Limited (Ltd). Àìåðèêàíñêèå êîðïîðàöèè èìåþò íàçâàíèÿ, îêàí÷èâàþùèåñÿ ñëîâîì Company
(Co), Corporation (Corp) èëè Incorporated (Inc); Pro Ltd (Propriety
Limited) îáîçíà÷àåò ÷àñòíûå êîìïàíèè ñ îãðàíè÷åííîé îòâåòñòâåííîñòüþ â Àâñòðàëèè è Þæíîé Àôðèêå; Pte. Ltd – ñîêðàùåíèå, èñïîëüçóåìîå ÷àñòíûìè êîìïàíèÿìè â Ñèíãàïóðå.
Òèòóëû
Ìèñòåð – Mr., Ìèññèñ – Mrs, è Ìèññ – Miss
îáû÷íûå âåæëèâûå ôîðìû îáðàùåíèÿ. Èíîãäà âìåñòî ìèñòåðà –Mr.
ïîñëå ïîëíîãî èìåíè àäðåñàòà ñòàâèòüñÿ Esq (Esquire), ýñêâàéð, êàê
çíàê óâàæåíèÿ (ðåäêî óïîòðåáëÿåìîå â Ñîåäèíåííûõ Øòàòàõ). Ìíîæåñòâåííàÿ ôîðìà Messrs (Messieurs) è ìàäàì Mines (Mesdames) èñïîëüçóåòñÿ òîãäà, êîãäà ïèøóò äâóì èëè áîëåå ìóæ÷èíàì èëè æåíùèíàì, êàê îòäåëüíûì ëèöàì èëè êàê ÷ëåíàì òîâàðèùåñòâ. Åñëè ïàðòíåðàìè òîâàðèùåñòâà ÿâëÿþòñÿ êàê æåíùèíû, òàê è ìóæ÷èíû, òî ôîðìà
îáðàùåíèÿ Messrs íàèáîëåå ïîäõîäÿùàÿ. Ê ôèðìàì è òîâàðèùåñòâàì,
íå èìåþùèì â ñâîèõ íàçâàíèÿõ èìåí ñîáñòâåííûõ, òàêàÿ ôîðìà îáðàùåíèÿ íå ïîäõîäèò. (Â Ñîåäèíåííûõ Øòàòàõ íå ïðèíÿòî îáðàùàòüñÿ ê
÷ëåíàì òîâàðèùåñòâ Messrs èëè Mines, Messrs. Smith & Ñî è ò.ï.)
Äðóãèìè ôîðìàìè âåæëèâîãî îáðàùåíèÿ ÿâëÿþòñÿ: The Honourable
(àìåðèêàíñêèé ñïåëëèíã Honorable – óâàæàåìûé, Keverenu – ïî÷òåííûé). Âåæëèâîé ôîðìîé Honourable (ñîêð.: Íîn) îáðàùàþòñÿ ê ëèöàì,
çàíèìàþùèì âûñîêîå ãîñóäàðñòâåííîå ïîëîæåíèå, ÷ëåíàì çàêîíîäàòåëüíûõ îðãàíîâ, ñóäîâ, ìýðàì è (â Âåëèêîáðèòàíèè) ÷ëåíàì òèòóëîâàííîé àðèñòîêðàòèè. Çà íåé ñëåäóåò ïîëíîå èìÿ àäðåñàòà. Åñëè ïåðâîå
èìÿ íåèçâåñòíî, òî åãî ìîæíî çàìåíèòü íà Mr. Â çàâèñèìîñòè îò ðàíãà
ê àðèñòîêðàòèè (ïýð èëè ëåäè) íåîáõîäèìî îáðàùàòüñÿ êàê The Right
Honourable èëè The Most Honourable. The Reverend (Rev) óïîòðåáëÿåòñÿ
ïðè îáðàùåíèè ê ñâÿùåííèêàì; çà íèì äîëæíî ñëåäîâàòü ïîëíîå èìÿ
ñâÿùåííèêà. Äëÿ âûñøèõ ñâÿùåííîñëóæèòåëåé ìîãóò ïîäîéòè äðóãèå
ôîðìû (íàïðèìåð, The Most Reverend èëè The Right Reverend).
Ýòèêåò òðåáóåò òàêæå, ÷òîáû â îáðàùåíèè áûëè óêàçàíû àêàäåìè÷åñêèå ñòåïåíè äîêòîðà è ïðîôåññîðà (íèçøèå àêàäåìè÷åñêèå çâàíèÿ,
òàêèå êàê áàêàëàâð è ìàãèñòð óïîòðåáëÿþòñÿ ðåäêî). Ê îáëàäàòåëþ
äîêòîðñêîé ñòåïåíè îáðàùàþòñÿ Dr, èëè ïîñëå èìåíè ñòàâÿò áóêâû,
óêàçûâàþùèå åãî (èëè åå) äîêòîðñêóþ ñòåïåíü â êîíêðåòíîé îáëàñòè.
Åñëè àäðåñàò íå ÿâëÿåòñÿ äîêòîðîì ìåäèöèíû, ïîñëåäíÿÿ ôîðìà ïðåäïî÷òèòåëüíà. Ïðè îáðàùåíèè ê ëèöó, çàíèìàþùåìó (èëè ðàíåå çàíè73
ìàâøåìó) äîëæíîñòü ïðîôåññîðà, îáðàùàþòñÿ Professor (Prof.). Kaê
ïðàâèëî, âî âíóòðåííåì àäðåñå óïîìèíàåòñÿ òîëüêî îäèí òèòóë. Èñêëþ÷åíèÿìè â ýòîì ïðàâèëå áóäóò, íàïðèìåð: The Rev., Mr Baker
and Henry Green, Esq., Ph. D.
Òèòóëû, îáîçíà÷àþùèå äîëæíîñòü ÷åëîâåêà èëè ïîëîæåíèå, êàê
Managing Director, President, Secretary, Sales Manager, ñòàâÿòñÿ íèæå
èëè ïîñëå èìåíè.
The manager Lloyds Bank; The secretary Smith & Co Ltd
Ê çàðåãèñòðèðîâàííûì êîìïàíèÿì è äðóãèì êîðïîðàòèâíûì îðãàíàì ÷àñòî îáðàùàþòñÿ ÷åðåç îôèöèàëüíîå ëèöî, èìÿ êîòîðîãî íå óïîìèíàåòñÿ.
Ïî÷òîâûé àäðåñ
Ïî÷òîâûé àäðåñ ñîñòîèò èç íîìåðà äîìà è óëèöû; ìåñòíîñòè; íàçâàíèÿ îêðóãà, øòàòà èëè ïðîâèíöèè; ïî÷òîâîãî
êîäà. Â çàðóáåæíîé êîððåñïîíäåíöèè íåîáõîäèìî äîáàâèòü íàçâàíèå
ñòðàíû íàçíà÷åíèÿ (íà ÿçûêå ñòðàíû îòïðàâèòåëÿ). Åñëè ó àäðåñàòà
èìååòñÿ ïî÷òîâûé ÿùèê, òî íîìåð ïî÷òîâîãî ÿùèêà ïðîñòàâëÿåòñÿ
âìåñòî íîìåðà äîìà è óëèöû. Êîãäà ïèñüìî ïîñûëàþò íà âðåìåííûé
àäðåñ ÷åëîâåêà (èëè ÷àñòíîå ïèñüìî ÷åëîâåêó íà àäðåñ êîìïàíèè), òî
èñïîëüçóþò ñîêðàùåíèå ñ/î (care of):
Mr Jeorge Broun
ñ/î Hilton Hotel
Ïî÷òîâûé àäðåñ ìîæåò ñîäåðæàòü ñïåöèàëüíûå èíñòðóêöèè äëÿ ïî÷òû
è/èëè àäðåñàòà.
(By) Air Mail
Express Delivery
Poste Restante
Òî be called for
Printed matter
Please forward
To be forward
Àâèàïî÷òîé
Ñðî÷íàÿ äîñòàâêà
Äî âîñòðåáîâàíèÿ
Äî âîñòðåáîâàíèÿ
Áàíäåðîëü
Ïîæàëóéñòà, íàïðàâüòå
Ïåðåñëàòü (îòïðàâèòü ïî ìåñòó
íàçíà÷åíèÿ)
If undelivered, return to:
 ñëó÷àå íåïîëó÷åíèÿ àäðåñàòîì
ïèñüìà, âåðíóòü
Urgent
Ñðî÷íîå
Personal
Ëè÷íîå
Confidential
Êîíôèäåíöèàëüíîå
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Ïèñüìî, ïîìå÷åííîå Personal (ëè÷íîå), íå äîëæíî ðàñïå÷àòûâàòüñÿ íèêåì, êðîìå ñàìîãî àäðåñàòà; ïèñüìî ïîìå÷åííîå Confidential (êîíôèäåíöèàëüíîå), ìîæåò áûòü òàêæå âñêðûòî ëè÷íûì ïîìîùíèêîì
èëè ñåêðåòàðåì.
Âèçèòíûå êàðòî÷êè è ïðàâèëà èõ îôîðìëåíèÿ
Âèçèòíàÿ êàðòî÷êà øèðîêî ïðèìåíÿåòñÿ â äèïëîìàòè÷åñêîé ïðàêòèêå. Åþ ïîëüçóþòñÿ ïðè óñòàíîâëåíèè è ïîääåðæàíèè êîíòàêòîâ ñ ïðàâèòåëüñòâåííûìè, äèïëîìàòè÷åñêèìè, äåëîâûìè è îáùåñòâåííûìè êðóãàìè ñòðàíû.
Âèçèòíîé êàðòî÷êîé ìîæíî ïîçäðàâèòü ñ òåì èëè èíûì ñîáûòèåì
— íàöèîíàëüíûì èëè äðóãèì ïðàçäíèêîì, äíåì ðîæäåíèÿ, ïîâûøåíèåì â äîëæíîñòè, êàêèì-ëèáî ñåìåéíûì ñîáûòèåì è ò.ä.; âûðàçèòü
ñîáîëåçíîâàíèå; ïåðåäàòü áëàãîäàðíîñòü; óñòàíîâèòü çíàêîìñòâî; â îïðåäåëåííûõ ñëó÷àÿõ ìîæíî ïîñëàòü âèçèòíóþ êàðòî÷êó â îòâåò íà
íàíåñåííûé âèçèò; ñ âèçèòíîé êàðòî÷êîé óäîáíî ïîñëàòü ïîäàðîê,
ñóâåíèð, öâåòû, êíèãó è ò.ä.
 ìåæäóíàðîäíîé ïðàêòèêå óñòàíîâèëèñü ñëåäóþùèå êðàòêèå ñèìâîëû, âûðàæàþùèå òî èëè èíîå îòíîøåíèå âëàäåëüöà âèçèòíîé êàðòî÷êè ê ëèöó, êîòîðîìó îíà ïîñûëàåòñÿ. Ýòè ñèìâîëû (áóêâû ëàòèíñêîãî àëôàâèòà) ïèøóòñÿ â ëåâîì íèæíåì óãëó âèçèòíîé êàðòî÷êè:
p. f. — ïîçäðàâëåíèå;
ð. r. — âûðàæåíèå áëàãîäàðíîñòè;
ð. ñ. — âûðàæåíèå ñîáîëåçíîâàíèÿ;
p. f. N. À. — ïîçäðàâëåíèå ñ Íîâûì ãîäîì;
p. p. — çàî÷íîå ïðåäñòàâëåíèå âíîâü ïðèáûâøåãî ëèöà (âìåñòî ëè÷íîãî âèçèòà). Âèçèòíàÿ êàðòî÷êà ãëàâû äèïëîìàòè÷åñêîãî ïðåäñòàâèòåëüñòâà, íà êîòîðîé ïèøóòñÿ áóêâû «ð. ð.» (pour presenter), ïîñûëàåòñÿ
âìåñòå ñ âèçèòíîé êàðòî÷êîé âíîâü ïðèáûâøåãî ëèöà, íà êîòîðîé
íèêàêèõ óñëîâíûõ áóêâ íå èìååòñÿ. Îòâåò äàåòñÿ âèçèòíîé êàðòî÷êîé
áåç íàäïèñè â àäðåñ ïðåäñòàâëÿåìîãî ëèöà;
ð. ð. ñ. — âûðàæåíèå ïðîùàíèÿ â ñâÿçè ñ îêîí÷àòåëüíûì îòúåçäîì èç
ñòðàíû, êîãäà íå íàíîñèòñÿ ïðîùàëüíûé âèçèò (pour prentlre conde).
 ìåíåå îôèöèàëüíûõ ñëó÷àÿõ íà âèçèòíûõ êàðòî÷êàõ, â çàâèñèìîñòè îò ïîâîäà, âíèçó, îáÿçàòåëüíî â òðåòüåì ëèöå, ïèøåòñÿ:
– «ïîçäðàâëÿåò ñ íàöèîíàëüíûì ïðàçäíèêîì»;
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–
–
«ïîçäðàâëÿåò ñ Íîâûì ãîäîì»;
«áëàãîäàðèò çà âíèìàíèå» (â êà÷åñòâå îòâåòà íà ïðèñëàííûé
ñóâåíèð, ïîäàðîê è ò.ï.);
– «áëàãîäàðèò çà ïîçäðàâëåíèå»;
– «ñ íàèëó÷øèìè ïîæåëàíèÿìè» (ïðè ïîñûëêå ñóâåíèðà, ïîäàðêà è ò.ï.).
 çàâèñèìîñòè îò êîíêðåòíîãî ñëó÷àÿ âîçìîæíû è äðóãèå íàäïèñè.
Åñëè âèçèòíàÿ êàðòî÷êà çàâîçèòñÿ àäðåñàòó ëè÷íî åå âëàäåëüöåì
(íî áåç íàíåñåíèÿ âèçèòà), òî îíà çàãèáàåòñÿ ñ ïðàâîé ñòîðîíû ïî âñåé
øèðèíå êàðòî÷êè.  íåêîòîðûõ ñòðàíàõ çàãèáàåòñÿ âåðõíèé ïðàâûé
èëè ëåâûé óãîë êàðòî÷êè. Ñ÷èòàåòñÿ ãðóáûì íàðóøåíèåì ýòèêåòà, åñëè
çàãíóòóþ êàðòî÷êó äîñòàâëÿåò êóðüåð èëè øîôåð. Âèçèòíûå êàðòî÷êè
íåçàãíóòûå ïðåäïî÷òèòåëüíåå ïîñûëàòü ñ êóðüåðîì èëè øîôåðîì, íî
íå ïî ïî÷òå.
Îòâåòû íà âèçèòíûå êàðòî÷êè äàþòñÿ âèçèòíûìè êàðòî÷êàìè â
òå÷åíèå 24 ÷àñîâ ñ ìîìåíòà ïîëó÷åíèÿ.
Ïî ñëó÷àþ íàöèîíàëüíûõ èëè äðóãèõ ïðàçäíèêîâ è ñîáûòèé ïåðâûìè ïîçäðàâëÿþò ëèöà (èíîñòðàíöû), ðàáîòàþùèå â ñòðàíå ïðåáûâàíèÿ.
Äëÿ âèçèòíûõ êàðòî÷åê èñïîëüçóåòñÿ ïëîòíàÿ áóìàãà âûñîêîãî êà÷åñòâà. Óñòàíîâëåííîãî ðàçìåðà âèçèòíîé êàðòî÷êè íå ñóùåñòâóåò. Íåêîòîðûå ïðåäïî÷èòàþò èìåòü âèçèòíóþ êàðòî÷êó áîëüøîãî ôîðìàòà,
äðóãèå, íàîáîðîò, — íåáîëüøîãî. Íàèáîëåå ðàñïðîñòðàíåííûé ðàçìåð
âèçèòíîé êàðòî÷êè äëÿ ìóæ÷èí—90õ50 ìì äëÿ æåíùèí — 80x40 ìì.
Íà âèçèòíîé êàðòî÷êå îôèöèàëüíîãî ëèöà, â îñîáåííîñòè äèïëîìàòè÷åñêîãî ðàáîòíèêà, ïå÷àòàþòñÿ òîëüêî èìÿ, ôàìèëèÿ è äîëæíîñòü (â ÑÑÑÐ — èìÿ, îò÷åñòâî, ôàìèëèÿ è äîëæíîñòü). Íîìåð òåëåôîíà, äîìàøíèé è ñëóæåáíûé àäðåñà íå ïå÷àòàþòñÿ.
Òåêñòû âèçèòíûõ êàðòî÷åê ñëåäóþùèå:
Èâàí Èâàíîâè÷ ÈÂÀÍÎÂ
×ðåçâû÷àéíûé
Ïîñîë
×ðåçâû÷àéíûéèè ïîëíîìî÷íûé
Ïîëíîìî÷íûé Ïîñîë
ÐîññèéñêîéÔåäåðàöèè
Ôåäåðàöèè
Ðîññèéñêîé
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Èâàí ÈÂÀÍÎÂ
(âèçèòíàÿ êàðòî÷êà áåç óêàçàíèÿ äîëæíîñòè ïîñûëàåòñÿ òîëüêî æåíùèíàì)
×ðåçâû÷àéíûé
Ïîëíîìî÷íûéÏîñîë
Ïîñîë
×ðåçâû÷àéíûé èèÏîëíîìî÷íûé
Ðîññèéñêîé Ôåäåðàöèè
Ôåäåðàöèè
Ðîññèéñêîé
Èðèíà è Èâàí ÈÂÀÍÎÂÛ
Äåëè
(ýòîò âèä âèçèòíîé êàðòî÷êè èñïîëüçóåòñÿ çà ãðàíèöåé)
Èðèíà ÈÂÀÍÎÂÀ
Äåëè
(âèçèòíàÿ êàðòî÷êà ñóïðóãè, äîëæíîñòü ñóïðóãà íå óêàçûâàåòñÿ)
Âèçèòíàÿ êàðòî÷êà ïðåäñòàâëÿåò äèïëîìàòà, ïîýòîìó íå ñëåäóåò ïðåíåáðåãàòü òàêèìè ìåëî÷àìè, êàê øðèôò, ðàñïîëîæåíèå òåêñòà íà êàðòî÷êå, åå öâåò.
Âèçèòíûå êàðòî÷êè ïðèìåíÿþòñÿ íå òîëüêî äèïëîìàòàìè. Èõ øèðîêî èñïîëüçóþò áèçíåñìåíû, ïîëèòè÷åñêèå äåÿòåëè, æóðíàëèñòû è
äð. Ïðèíöèïû èñïîëüçîâàíèÿ èìè âèçèòíûõ êàðòî÷åê ïðèìåðíî òàêèå
æå, êàê è ó äèïëîìàòîâ. Ðàçëè÷èå ñîñòîèò ëèøü â òîì, ÷òî, ðóêîâîäñòâóÿñü äåëîâûìè ñîîáðàæåíèÿìè, òàêîãî ðîäà ëèöà íà âèçèòíûõ
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êàðòî÷êàõ óêàçûâàþò ñâîå ñëóæåáíîå ïîëîæåíèå, àäðåñ, íîìåð ñëóæåáíîãî òåëåôîíà.
Îáðàçåö òàêîé âèçèòíîé êàðòî÷êè:
Ñåðãåé À. ÊÀÏÓÑÒÈÍ
Êîððåñïîíäåíò ãàçåòû «Êîìñîìîëüñêàÿ ïðàâäà»
â ñòðàíàõ Ëàòèíñêîé Àìåðèêè
Òåë. . . . . . . .
Êàðàêàñ
Âåíåñóýëà
Âàñèëèé Ëåîíèäîâè÷ ÑÅÐÃÅÅÂ
Ïðåäñåäàòåëü Ïðàâëåíèÿ
«Îáùåñòâà »
òåëåôîí
àäðåñ
Äëÿ óäîáñòâà ïîëüçîâàíèÿ âèçèòíûå êàðòî÷êè èíîãäà äåëàþòñÿ ñ
ïåðåâîäîì íà èíîñòðàííûé ÿçûê.
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Ãëàâà 11.
ÑÓÂÅÍÈÐÛ È ÏÎÄÀÐÊÈ
 ÄÅËÎÂÎÉ ÑÔÅÐÅ
 äåëîâîé ïðàêòèêå ÷àñòî ïðèõîäèòñÿ äàðèòü è ïðèíèìàòü ñóâåíèðû è ïîäàðêè. Ýòî óëó÷øàåò äåëîâûå ñâÿçè, äåìîíñòðèðóåò
áëàãîæåëàòåëüíîå îòíîøåíèå, ñâèäåòåëüñòâóåò î õîðîøèõ âçàèìîîòíîøåíèÿõ êîëëåã ïî ðàáîòå.  ÷åì ðàçëè÷èå ìåæäó ñóâåíèðîì è ïîäàðêîì?
Ïîäàðîê – ýòî òî, ÷òî äàðÿò, à öåëü ñóâåíèðà (souvenir – íàïîìèíàòü) –
íàïîìíèòü î êàêîé-ëèáî âñòðå÷å èëè ñîáûòèè.
Ïîäàðêè ìîæåò äåëàòü:
– ñîòðóäíèê ñîòðóäíèêó;
– êîëëåãè ñîòðóäíèêó;
– ñîòðóäíèêè øåôó (ðóêîâîäèòåëþ);
– ðóêîâîäèòåëü ñåêðåòàðþ;
– ôèðìà ñîòðóäíèêàì;
– ôèðìà ôèðìå.
 ñîâðåìåííîé äåëîâîé ïðàêòèêå ïðèíÿòî äàðèòü ïîäàðêè ïî ñëó÷àþ: þáèëåéíîé äàòû â äåëîâîé æèçíè ñîòðóäíèêà; þáèëåéíîé è
äðóãèõ çíà÷èòåëüíûõ äàò â æèçíè ôèðìû; ãîñóäàðñòâåííûõ ïðàçäíèêîâ (Äåíü íåçàâèñèìîñòè è ïð.); îáùåìèðîâûõ ïðàçäíèêîâ (Íîâûé
ãîä, Ðîæäåñòâî è ïð.); ëè÷íûõ ïðàçäíèêîâ â æèçíè ñîòðóäíèêà (ñâàäüáà,
íîâîñåëüå, ïîëó÷åíèå äèïëîìà); äåëîâîé âñòðå÷è ñ çàðóáåæíûìè ïàðòíåðàìè (â ýòîì ñëó÷àå ïåðâûìè ïîäàðêè ïðåïîäíîñÿò ïðåäñòàâèòåëè
ïðèíèìàþùåé ôèðìû); â äðóãèõ ñëó÷àÿõ.
 äåëîâîé ñôåðå ïðèíÿòî èñïîëüçîâàòü â êà÷åñòâå ïîäàðêîâ ñëåäóþùèå âåùè:
– çàïèñíûå êíèæêè;
– åæåäíåâíèêè;
– äåëîâûå êàëåíäàðè;
– àâòîðó÷êè;
– ïåïåëüíèöû;
– çíà÷êè (â íàáîðå);
– áðåëêè äëÿ êëþ÷åé;
– çàæèãàëêè è äðóãèå ïðåäìåòû, èñïîëüçóåìûå â îñíîâíîì íà
ðàáî÷åì ìåñòå.
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Êðîìå òîãî, õîðîøèì ïîäàðêîì ÿâëÿåòñÿ ãðàâþðà, ýñòàìï, îñîáåííî
åñëè èõ ñîäåðæàíèå íàïîìèíàåò î ÷åì-ëèáî, ñâÿçàííîì ñ îïðåäåëåííîé
äàòîé, ìåñòíîñòüþ, ôèðìîé, ñòðàíîé.
Âïîëíå ïðèåìëåìûì ïîäàðêîì ìîæåò áûòü êíèãà (ïîäàðî÷íîå èçäàíèå), ïðè÷åì õîðîøî, åñëè îíà èìååò îòíîøåíèå ê èíòåðåñàì òîãî
ñîòðóäíèêà, êîòîðîìó ïðåäíàçíà÷åí ïîäàðîê: êíèãè ïî âîïðîñàì îõîòû, ðûáîëîâñòâà, êíèãè ñ ðåïðîäóêöèÿìè êàðòèí èçâåñòíûõ õóäîæíèêîâ è ò.ï.
Ìîæíî ïîäàðèòü íåáîëüøóþ êàðòèíó. ×àùå âñåãî ýòî êàðòèíû ìîëîäûõ, íà÷èíàþùèõ àâòîðîâ.
Õîðîøèé ïîäàðîê – êîðîáêà äîðîãèõ êîíôåò.
Ñïèðòíûå íàïèòêè äàðèòü ìîæíî, îäíàêî íåîáõîäèìî ïîìíèòü,
÷òî îíè äîëæíû áûòü â ôèðìåííîé êàðòîííîé êîðîáêå, êðîìå òîãî,
êðåïêèå ñïèðòíûå íàïèòêè íå ïðèíÿòî äàðèòü æåíùèíå.
Èíîñòðàííûì äåëîâûì ïàðòíåðàì ìîæíî ïîäàðèòü ñóâåíèð, èìåþùèé íàöèîíàëüíûé õàðàêòåð: ãæåëüñêóþ êåðàìèêó, ïàëåõñêèå èçäåëèÿ è ò.ï. Èñêëþ÷åíèå ñîñòàâëÿþò ìàòðåøêè – èõ ñëèøêîì ìíîãî çà
ðóáåæîì.
Öâåòû â êà÷åñòâå ïîäàðêà óìåñòíû âñåãäà, è åñëè â áîëåå ðàííèõ
ðåêîìåíäàöèÿõ ïî ýòèêåòó ìîæíî áûëî ïðî÷èòàòü, ÷òî óïàêîâêó ñ
öâåòîâ ïîëàãàåòñÿ ñíèìàòü ïðè äàðåíèè, òî ñåãîäíÿ ýòîãî ìîæíî íå
äåëàòü, òàê êàê óïàêîâêà ÷àñòî ñîñòàâëÿåò ñ öâåòàìè îäíî õóäîæåñòâåííîå öåëîå – ïî öâåòó, ôàêòóðå. Êðîìå òîãî, äåðæàòü öâåòû çà
ñòåáëè, åñëè ñíÿòü óïàêîâêó, íåóäîáíî, îñîáåííî ðîçû.
Î÷åíü õîðîøî, åñëè ïîäàðîê óêðàøåí ìîíîãðàììîé ôèðìû èëè
äàðñòâåííîé ïîäïèñüþ, îñîáåííî åñëè ýòîò ïîäàðîê îò ôèðìû ñîòðóäíèêó èëè ñîòðóäíèêàì. Ãðóïïà ñîòðóäíèêîâ, ðåøèâøàÿ ñäåëàòü ïîäàðîê ñâîåìó êîëëåãå, íàïðèìåð, ÷àøêó ñ êðûøêîé, ÷òîáû ïèòü êîôå
êàæäûé äåíü íà ðàáî÷åì ìåñòå, ìîæåò çàêàçàòü ñîîòâåòñòâóþùóþ íàäïèñü íà ýòîé ÷àøêå; íàäïèñü áóäåò íàïîìèíàòü î äðóæåñêîì îòíîøåíèè êîëëåã ê äàííîé ïåðñîíå.
Íå ðåêîìåíäóåòñÿ äàðèòü ëè÷íûå âåùè: ãóáíóþ ïîìàäó, äóõè, ãàëñòóê, øàðô è ò.ï. Ñïðàâî÷íûå ïîñîáèÿ âñåãî ìèðà íàñòîé÷èâî íàïîìèíàþò, ÷òî äàðèòü ÷àñû íå ñëåäóåò – ýòî ïëîõàÿ ïðèìåòà è â çàïàäíîé, è â âîñòî÷íîé êóëüòóðå.
Ïîäàðîê äîëæåí áûòü óïàêîâàí â êîðîáêó, êîðîáêà ìîæåò áûòü
çàâåðíóòà â êðàñèâóþ îáåðòî÷íóþ áóìàãó (èëè îñòàâëåíà áåç íåå),
îáâÿçàíà ëåíòîé.
Ïðè âðó÷åíèè ïîäàðêà ïðîèçíîñÿòñÿ ñîîòâåòñòâóþùèå ôðàçû ïîçäðàâèòåëüíîãî ñîäåðæàíèÿ; â çíàê óâàæåíèÿ è îñîáîãî âíèìàíèÿ
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ïîäàðîê îáû÷íî âðó÷àåòñÿ äâóìÿ ðóêàìè, ñ ëåãêèì ïîêëîíîì (èñêëþ÷åíèå ñîñòàâëÿþò ìåëêèå ïðåäìåòû, íàïðèìåð êîðîáêà ñ àâòîðó÷êîé);
ïðèíèìàåòñÿ ïîäàðîê òàêæå äâóìÿ ðóêàìè.
Ïîëó÷èâøèé ïîäàðîê, ñîãëàñíî ïðàâèëàì ýòèêåòà, äîëæåí åãî ðàçâåðíóòü, ò.å. ñíÿòü óïàêîâêó (íî íå ñ öâåòîâ!), äîñòàòü èç êîðîáêè,
âûðàçèòü óìåðåííîå óäîâîëüñòâèå, âîñõèùåíèå ïîäàðêîì, òàê êàê
èçëèøíèå âîñòîðãè íåóìåñòíû. Çàòåì ìîæíî ñíîâà ïîëîæèòü ïîäàðîê
â êîðîáêó è óáðàòü åå.
Ñëåäóåò åùå ðàç ïîä÷åðêíóòü, ÷òî óìåñòíåå âñåãî âûáðàòü òîò ïîäàðîê, êîòîðûé ìîæíî èñïîëüçîâàòü â ñëóæåáíîé îáñòàíîâêå.
Èíîãäà, ïðè îñîáî òîðæåñòâåííîì ñëó÷àå, ê ïîäàðêó ïðèêëàäûâàåòñÿ òàê íàçûâàåìûé àäðåñ, ò.å. òåêñò ïîçäðàâëåíèÿ, ïîäïèñàííûé êîëëåãàìè èëè ðóêîâîäñòâîì ôèðìû. Îáû÷íî âðó÷åíèå àäðåñà íîñèò òîðæåñòâåííûé õàðàêòåð è ïðèóðî÷åíî ê ïðàçäíîâàíèþ þáèëåéíîé äàòû
ôèðìû èëè ëèöà äîñòàòî÷íî âûñîêîãî óðîâíÿ óïðàâëåíèÿ.  îñòàëüíûõ ñëó÷àÿõ âûñîêèé ñòèëü òåêñòà ìîæåò áûòü «ðàçáàâëåí» íåêîòîðûìè þìîðèñòè÷åñêèìè âêðàïëåíèÿìè, äà è âåñü ïîçäðàâèòåëüíûé òåêñò
ìîæåò íîñèòü øóòëèâûé õàðàêòåð, åñëè ïîäàðîê ïîñâÿùåí, íàïðèìåð, íîâîñåëüþ ñîòðóäíèêà.
Òîìó, êîìó ãðóïïà ñîòðóäíèêîâ ïîðó÷èëà âûáðàòü è êóïèòü ïîäàðîê äëÿ êîëëåãè, èëè òîìó, êòî ýòî äîëæåí äåëàòü ïî äîëãó ñëóæáû
(ñîòðóäíèê ïðîòîêîëüíîé ãðóïïû), ïðåäñòîèò ðåøèòü âåñüìà òðóäíûé
âîïðîñ: êàêîâà äîëæíà áûòü ñòîèìîñòü ïîäàðêà, ÷òîáû îí âûïîëíÿë
ôóíêöèþ íàïîìèíàíèÿ, âûçûâàë ïðèÿòíûå àññîöèàöèè è ïðè ýòîì
íå áûë çàìàñêèðîâàííîé âçÿòêîé?
 òîì ñëó÷àå, åñëè òàêîé ïîäàðîê âðó÷åí ëè÷íî, ñëåäóåò ïîáëàãîäàðèòü çà âíèìàíèå, çà ëþáåçíîñòü, à çàòåì ñêàçàòü: «Ê ñîæàëåíèþ, ÿ
íå ìîãó ïðèíÿòü ïîäàðîê ïî ïðè÷èíå åãî âûñîêîé ñòîèìîñòè». Åñëè
ïîäàðîê ïðèñëàí ïî ïî÷òå èëè äîñòàâëåí ñïåöèàëüíî âûäåëåííûì ëèöîì, åãî ñëåäóåò îòïðàâèòü íàçàä ñ çàïèñêîé òàêîãî æå ñîäåðæàíèÿ.
Îäíàêî ìîæíî ïîðåêîìåíäîâàòü è òàêîé âàðèàíò äåéñòâèé ñîòðóäíèêà, ïîëó÷èâøåãî ïîäàðîê âûñîêîé ñòîèìîñòè: îáðàòèòüñÿ ê
ñâîåìó íåïîñðåäñòâåííîìó ðóêîâîäèòåëþ. Ïîñëåäíèé ìîæåò íàïðàâèòü ñîòðóäíèêà â ïðîòîêîëüíóþ ãðóïïó èëè àäðåñîâàòü ñîòðóäíèêà
ê ïðàâèëàì âíóòðåííåãî ðàñïîðÿäêà ôèðìû, ãäå îáû÷íî äàþòñÿ ðåêîìåíäàöèè î òîì, êàê ïîñòóïèòü â ïîäîáíîé ñèòóàöèè.
 ïîñëåäíèå ïîëòîðà-äâà äåñÿòèëåòèÿ â ðåãëàìåíòèðóþùèõ ïðîòîêîëüíûå äåëà äîêóìåíòàõ íåêîòîðûõ ôèðì ïîÿâèëîñü óêàçàíèå î òîì,
÷òî â ñëó÷àå ïîëó÷åíèÿ ïîäàðêà âûñîêîé ñòîèìîñòè ñîòðóäíèêîì ïîñëåäíèé íå äîëæåí åãî âîçâðàùàòü äàðèòåëþ, à îáÿçàí ïåðåäàòü åãî â
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êàçíà÷åéñêèé îòäåë ôèðìû, ñîîòâåòñòâóþùèì îáðàçîì îôîðìèâ àêò
ïåðåäà÷è.
Îòäåëüíî ñëåäóåò ñêàçàòü î ïîäàðêàõ ôèðìå. Îíè, êàê ïðàâèëî,
äîëæíû áûòü ñíàáæåíû äàðñòâåííîé íàäïèñüþ (ãðàâèðîâêà èëè ïðèêðåïëåíèå ñïåöèàëüíîé òàáëè÷êè ê ïîäàðêó).
Îáû÷íî òàêèå ïîäàðêè íå íîñÿò óòèëèòàðíîé íàïðàâëåííîñòè,
íàïðèìåð ìàêåò ñêóëüïòóðíîãî èçîáðàæåíèÿ Áîãäàíà Õìåëüíèöêîãî, êàðòèíà, íà êîòîðîé èçîáðàæåíî çäàíèå ôèðìû èëè ïîðòðåò
ïåðâîãî ëèöà ôèðìû, è ò.ï. Ïðàêòè÷åñêè â ëþáîé ôèðìå â êàáèíåòå ïåðâîãî ëèöà (èëè â äðóãèõ êàáèíåòàõ ìåíåäæåðîâ âûñîêîãî
óðîâíÿ) åñòü ñïåöèàëüíûå ïîëêè è øêàôû, ãäå ðàçìåùåíû ïàìÿòíûå ïîäàðêè, ñäåëàííûå ïî ðàçëè÷íûì ïîâîäàì ôèðìå. Ñïåöèàëüíàÿ òàáëè÷êà èëè íàäïèñü íà òàêèõ ïîäàðêàõ óêàçûâàåò, êîãäà,
êåì è ïî êàêîìó ñëó÷àþ ïðåïîäíåñåí äàííûé ïîäàðîê.
Òàêèå âûñòàâî÷íûå ðÿäû ïîäàðêîâ â êàáèíåòå ïåðâîãî ëèöà èëè,
âîçìîæíî, â ñïåöèàëüíî âûäåëåííîì äëÿ ýòîãî ïîìåùåíèè îáû÷íî
õàðàêòåðíû äëÿ ñòàðûõ, ïî÷òåííûõ ôèðì, èìåþùèõ äëèííóþ èñòîðèþ ñóùåñòâîâàíèÿ, è ñëóæàò ïðåäìåòîì ãîðäîñòè ðóêîâîäñòâà ôèðìû, à òàêæå ïðî÷èõ ñîòðóäíèêîâ.
Îñîáîå âíèìàíèå ñëåäóåò ïðîÿâèòü, åñëè ïîäàðîê ïðåäíàçíà÷àåòñÿ
äëÿ ïîäíîøåíèÿ íà äåëîâûõ âñòðå÷àõ, íîñÿùèõ ìåæäóíàðîäíûé õàðàêòåð. Ïðîòîêîëüíàÿ ãðóïïà â ýòîì ñëó÷àå äîëæíà èçó÷èòü íàöèîíàëüíûå è êóëüòóðíûå îñîáåííîñòè ñòðàíû òîãî ó÷àñòíèêà äåëîâîé
âñòðå÷è, äëÿ êîòîðîãî ïðåäíàçíà÷åí ïîäàðîê; ñëåäóåò äîñêîíàëüíî çíàòü,
÷òî ïðèíÿòî è ÷òî íå ïðèíÿòî äàðèòü â òîé ñòðàíå, èç êîòîðîé ïðèåõàë áèçíåñìåí, êàêîâû îñîáåííîñòè ñàìîãî ïðîöåññà äàðåíèÿ, íàêîíåö, êàêîâû ëè÷íûå èíòåðåñû è ñêëîííîñòè òîãî, äëÿ êîãî ïîäáèðàåòñÿ ïîäàðîê, èíà÷å æåëàíèå ñäåëàòü ïðèÿòíîå ó÷àñòíèêó ìåæäóíàðîäíîé äåëîâîé âñòðå÷è, ò.å. ñäåëàòü ýòó âñòðå÷ó ìåíåå ôîðìàëüíîé,
ìîæåò ïðèâåñòè ê ïðîòèâîïîëîæíîìó ðåçóëüòàòó.
 çàêëþ÷åíèå ñëåäóåò ñêàçàòü, ÷òî äàðåíèå â ñîâðåìåííîé äåëîâîé
ïðàêòèêå ðàñïðîñòðàíåíî ïîâñåìåñòíî, îäíàêî íåîáõîäèìî ðåêîìåíäîâàòü ïîòåíöèàëüíûì äàðèòåëÿì êîíñóëüòèðîâàòüñÿ ñ ïðîòîêîëüíîé
ãðóïïîé ñâîåé ôèðìû, äàæå åñëè ïîäàðîê ïðåäíàçíà÷åí äëÿ ñîòðóäíèêà ñâîåãî êîëëåêòèâà è òåì áîëåå, åñëè ïîäáèðàåòñÿ ïîäàðîê äëÿ
ñòîðîííåé ôèðìû.
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Ãëàâà 12.
ÝÒÈÊÀ ÐÀÇËÈ×ÍÛÕ ÂÈÄÎÂ
ÐÅ×ÅÂÎÃÎ ÂÎÇÄÅÉÑÒÂÈß
 ÄÅËÎÂÛÕ ÎÒÍÎØÅÍÈßÕ.
ÂÈÄÛ ÐÅ×ÅÂÎÃÎ ÂÎÇÄÅÉÑÒÂÈß
Èñòîðèÿ ýòèêè è êóëüòóðû óñòíîé ðå÷è íàñ÷èòûâàåò íå îäíî ñòîëåòèå. Ðàññìîòðèì îñíîâíûå âèäû ñîâðåìåííîãî
ðå÷åâîãî âîçäåéñòâèÿ â äåëîâîé îáñòàíîâêå ñ ó÷åòîì ýòè÷åñêèõ òðåáîâàíèé:
1. Âûñòóïëåíèå ðóêîâîäèòåëÿ (èëè ëþáîãî äðóãîãî ëèöà) íà îáùåì
ïðîèçâîäñòâåííîì ñîáðàíèè, íà çàñåäàíèè ñîâåòà äèðåêòîðîâ, ñîáðàíèè àêöèîíåðîâ ñ äîêëàäîì ïî ïîâîäó òîðæåñòâåííîé äàòû, ñ îò÷åòíûì äîêëàäîì èëè äîêëàäîì î ïåðñïåêòèâàõ ðàáîòû. Ïðè ïîäãîòîâêå
ïîäîáíîãî ðîäà ïóáëè÷íîãî âûñòóïëåíèÿ ñëåäóåò ïðåæäå âñåãî ñôîðìóëèðîâàòü öåëü âûñòóïëåíèÿ, íàïðèìåð: èíôîðìèðîâàíèå êîëëåêòèâà ôèðìû î ïðåäñòîÿùèõ çíà÷èòåëüíûõ èçìåíåíèÿõ â ñòðóêòóðå, î
íîâûõ íàïðàâëåíèÿõ äåÿòåëüíîñòè, îá àëüòåðíàòèâíûõ ïóòÿõ ýêîíîìè÷åñêîãî è ñîöèàëüíîãî ðàçâèòèÿ è ò.ï. Öåëü âûñòóïëåíèÿ, ÿñíî è
îäíîçíà÷íî îñîçíàííàÿ âûñòóïàþùèì, äîëæíà áûòü ñôîðìóëèðîâàíà
èì â ïåðâûõ æå ôðàçàõ. Îäíàêî ïðè ýòîì åñòü îïàñíîñòü, ÷òî ñëóøàòåëè, ñîïîñòàâèâ îáúÿâëåííóþ öåëü âûñòóïëåíèÿ è ôàêòè÷åñêè âûñêàçàííûå èäåè, ìîãóò ïðèéòè ê âûâîäó, ÷òî öåëü íå äîñòèãíóòà. Ïîýòîìó ñëåäóåò îñòîðîæíî ïîäõîäèòü ê ôîðìóëèðîâàíèþ öåëè âûñòóïëåíèÿ, íå äàâàòü íåðåàëüíûõ îáåùàíèé î ðàññìîòðåíèè âîïðîñîâ, íà
êîòîðûå ó âûñòóïàþùåãî ÿâíî íà õâàòèò âðåìåíè èëè â êîòîðûõ îí
íåäîñòàòî÷íî êîìïåòåíòåí.
Òåìà âûñòóïëåíèÿ, ïîäàííàÿ êàê åãî öåëü, äîëæíà áûòü àêòóàëüíîé äëÿ äàííîãî ñîñòàâà ñëóøàòåëåé, ñîîòâåòñòâîâàòü îáùåé ïðîãðàììå ñîáðàíèÿ, îòâå÷àòü ïîòðåáíîñòÿì è èíòåðåñàì ïðèñóòñòâóþùèõ.
Íå ñëåäóåò äàæå â äîêëàäàõ íà ñîáðàíèÿõ äîñòàòî÷íîãî ìàñøòàáà (íàïðèìåð, èòîãè ðàáîòû çà ãîä) ñòðåìèòüñÿ ðàññìîòðåòü áîëüøîå ÷èñëî
âîïðîñîâ: ñ îäíîé ñòîðîíû, îãðàíè÷åííîñòü âî âðåìåíè ìîæåò ïðèâåñòè ê èçëèøíå áåãëîìó, ïîâåðõíîñòíîìó èçëîæåíèþ ñóòè è ôàêòîâ, ÷òî
óìàëèò èõ çíà÷åíèå â ãëàçàõ ïðèñóòñòâóþùèõ; ñ äðóãîé ñòîðîíû, áîëüøîå ÷èñëî ïîäíèìàåìûõ îðàòîðîì âîïðîñîâ íå ìîæåò áûòü âîñïðèíÿ83
òî, ïîíÿòî è óñâîåíî ñëóøàòåëÿìè ãëóáîêî è ïîëíî; â ýòîì ñëó÷àå
âîçìîæíî ïîâåðõíîñòíîå âîñïðèÿòèå, èñêàæåíèå è äåôîðìèðîâàíèå
èíôîðìàöèè, ñîäåðæàùåéñÿ â âûñòóïëåíèè.
Ñëåäóåò òàêæå óêàçàòü íà òî, ÷òî ñàìà ôîðìóëèðîâêà òåìû (öåëè)
âûñòóïëåíèÿ ìîæåò áûòü äàíà âûñòóïàþùèì â íåñòàíäàðòíîé ôîðìå
(íàïðèìåð, þìîðèñòè÷åñêîé), öåëü òàêîé ïîäà÷è òåìû – ïðèâëå÷ü
âíèìàíèå ñëóøàþùèõ ñ ïåðâîé ìèíóòû, ïðîáóäèòü áîëåå æèâîé, îñòðûé èíòåðåñ ê âûñòóïëåíèþ.
Âåñüìà æåëàòåëüíî, ÷òîáû âûñòóïàþùèé äàë êðàòêîå îáîñíîâàíèå
òîãî, ïî÷åìó îí õî÷åò îñòàíîâèòüñÿ èìåííî íà ýòîì âîïðîñå, ïî÷åìó
èì ïîñòàâëåíà èìåííî ýòà öåëü âûñòóïëåíèÿ. Ó÷àñòíèêè ñîáðàíèÿ,
êîíôåðåíöèè è ò.ï. â ýòîì ñëó÷àå ìîãóò óñòàíîâèòü ñâÿçü ìåæäó äàííûì âûñòóïëåíèåì è ïðåäûäóùèì, à òàêæå ñîïîñòàâèòü íàçâàííóþ
òåìó (öåëü) ñ çàÿâëåííîé ðàíåå öåëüþ ñîáðàíèÿ, äàòü îöåíêó óìåñòíîñòè âûñòóïëåíèÿ.
Èíîãäà ôîðìóëèðîâàíèþ öåëè ïðåäïîñûëàþòñÿ íåêîòîðûå ââîäíûå ôðàçû, âñòóïèòåëüíûå ñëîâà, êîòîðûìè âûñòóïàþùèé ñ÷èòàåò
íóæíûì ïðåäâàðèòü ñâîþ äàëüíåéøóþ ðå÷ü. Ýòà ÷àñòü âûñòóïëåíèÿ
äîëæíà áûòü íåáîëüøîé, êðàòêîé, åå íàçíà÷åíèå – ñêîíöåíòðèðîâàòü
âíèìàíèå ñëóøàþùèõ, çàèíòåðåñîâàòü èõ, ïðîáóäèòü æåëàíèå ñëóøàòü âíèìàòåëüíî èìåííî ýòîãî îðàòîðà. Äîïóñòèìû â êà÷åñòâå âñòóïèòåëüíûõ ôðàç íå òîëüêî ñòðîãèå, «îôèöèàëüíûå» âûñêàçûâàíèÿ,
íî è þìîð, øóòëèâûå, èðîíè÷åñêîãî ñîäåðæàíèÿ ôðàçû, îäíàêî óâëåêàòüñÿ þìîðèñòè÷åñêîé îêðàñêîé íå ñëåäóåò, ÷òîáû íå ïðåâðàòèòü
âûñòóïëåíèå â çðåëèùå òèïà áàëàãàíà.
Óäà÷íîå íà÷àëî âûñòóïëåíèÿ ìîæíî ñ÷èòàòü çàëîãîì óñïåõà – âíèìàíèå ñëóøàòåëåé ïðèâëå÷åíî, áëàãîæåëàòåëüíîå îòíîøåíèå çàâîåâàíî. Îñòàåòñÿ òîëüêî ïîäêðåïèòü åãî ñîäåðæàòåëüíûì è óáåäèòåëüíûì
ïðîäîëæåíèåì âûñòóïëåíèÿ.
2. Ðå÷ü íà ìèòèíãå – ñïåöèôè÷åñêàÿ ôîðìà âûñòóïëåíèÿ, äîñòàòî÷íî ðåäêî ïðàêòèêóåìàÿ â äåëîâîé æèçíè, îäíàêî íàõîäÿùàÿ â íåé
ñâîå ïðèìåíåíèå, õîòÿ è íåñêîëüêî îãðàíè÷åííîå. Îáû÷íî ìèòèíã
áûâàåò ïîñâÿùåí èñêëþ÷èòåëüíî âàæíîìó, íåðÿäîâîìó ñîáûòèþ â
æèçíè è äåÿòåëüíîñòè ëþäåé. Öåëü ìèòèíãà – ïðîáóäèòü ó ñîòðóäíèêîâ òàêèå ÷óâñòâà, êàê ÷óâñòâî äîëãà, ýìîöèîíàëüíîãî ïîäúåìà, èíòåðíàöèîíàëüíûå ÷óâñòâà. Òðåáîâàíèÿ ê ðå÷è íà ìèòèíãå îòëè÷àþòñÿ
îò òðåáîâàíèé ê äîêëàäó: åñëè äîêëàä ïðåäïîëàãàåò îðèåíòàöèþ íà
äåëîâîå, â íåêîòîðîì ðîäå «ðàññóäî÷íîå» âîñïðèÿòèå â ñïîêîéíîé
ðàáî÷åé îáñòàíîâêå, òî ðå÷ü íà ìèòèíãå îáðàùåíà â îñíîâíîì ê
ýìîöèÿì è ÷óâñòâàì ñëóøàòåëåé, ïîýòîìó îíà äîëæíà îòëè÷àòüñÿ
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ýìîöèîíàëüíîñòüþ, áûòü ÿðêîé, îáðàçíîé, ÿñíîé è â òî æå âðåìÿ êðàòêîé. Äëèííîòû íåäîïóñòèìû â ìèòèíãîâîé ðå÷è, òàê êàê îíè ìîãóò
âûçâàòü ñïàä óðîâíÿ ýìîöèîíàëüíîãî ïîäúåìà ñëóøàòåëåé, ïðèâåñòè ê
óñòàëîñòè îò äëèòåëüíîãî ýìîöèîíàëüíîãî íàïðÿæåíèÿ.
3. Ðàçíîâèäíîñòüþ ïóáëè÷íîãî ðå÷åâîãî âîçäåéñòâèÿ ìîæíî ñ÷èòàòü âûñòóïëåíèå íà äåëîâîì ñîâåùàíèè. Ïîñêîëüêó äåëîâîå ñîâåùàíèå îáû÷íî ïðîâîäèòñÿ ñ öåëüþ âûðàáîòêè ðåøåíèÿ ïî íàñóùíîé
ïðîèçâîäñòâåííîé ïðîáëåìå, òðåáîâàíèÿ ê âûñòóïëåíèþ íà ñîâåùàíèè îòëè÷àþòñÿ îò òðåáîâàíèé ê äîêëàäó è ðå÷è íà ìèòèíãå.
Íà ñîâåùàíèè, êàê ïðàâèëî, îáñóæäàþòñÿ îäèí èëè íåñêîëüêî
òåñíî ñâÿçàííûõ ìåæäó ñîáîé âîïðîñîâ. Êðóã ó÷àñòâóþùèõ â ñîâåùàíèè äîñòàòî÷íî óçîê, îí îïðåäåëÿåòñÿ ñòåïåíüþ ïðè÷àñòíîñòè ê ðàññìàòðèâàåìûì ïðîáëåìàì; ïîýòîìó íåò íåîáõîäèìîñòè ìíîãîñëîâíî
ôîðìóëèðîâàòü öåëü âûñòóïëåíèÿ – îíà îïðåäåëÿåòñÿ ïîâåñòêîé äíÿ
ñîâåùàíèÿ, à òàêæå äîëæíîñòíûì ñòàòóñîì âûñòóïàþùåãî, ïîêàçûâàþùèì õàðàêòåð è ñòåïåíü åãî ó÷àñòèÿ â ðåøåíèè îáñóæäàåìîãî âîïðîñà. Íå ñëåäóåò ðåêîìåíäîâàòü âûñòóïàþùåìó íà ñîâåùàíèè ââîäíûå,
âñòóïèòåëüíûå ôðàçû, òàê êàê âî-ïåðâûõ, óäåëüíûé âåñ èõ ïî çàòðà÷èâàåìîìó íà íèõ âðåìåíè íà ñîâåùàíèè âûøå, ÷åì íà îáùåì ñîáðàíèè, êîòîðîå îòëè÷àåòñÿ áîëüøåé äëèòåëüíîñòüþ, âî-âòîðûõ, â íèõ
ïðîñòî íåò íàäîáíîñòè, ïîñêîëüêó âíèìàíèå ïðèñóòñòâóþùèõ â äîñòàòî÷íîé ñòåïåíè êîíöåíòðèðóåòñÿ íà îáñóæäàåìîì âîïðîñå – â ñèëó
ïðÿìîé ñëóæåáíîé ïðè÷àñòíîñòè.
Âûñòóïëåíèå íà äåëîâîì ñîâåùàíèè ìîæåò ïðèíèìàòü ôîðìó äîêëàäà, îäíàêî ýòîò äîêëàä îòëè÷àåòñÿ îò ðàññìîòðåííîãî âûøå òåì, ÷òî
ïîñâÿùåí îäíîìó âîïðîñó è ïîýòîìó äîêëàä÷èê äîëæåí ïðèíèìàòü âî
âíèìàíèå åñëè íå îñâåäîìëåííîñòü, òî ñëóæåáíóþ êîìïåòåíòíîñòü
ó÷àñòíèêîâ ñîâåùàíèÿ â äàííîé ïðîáëåìå. Ýìîöèîíàëüíàÿ îêðàñêà
âûñòóïëåíèÿ äîëæíà áûòü âåñüìà óìåðåííîé ëèáî âîîáùå îòñóòñòâîâàòü. Äîêëàä (ñîîáùåíèå) íà äåëîâîì ñîâåùàíèè äîëæåí îòëè÷àòüñÿ
áîëüøåé êîíêðåòíîñòüþ, íåæåëè äîêëàä íà îáùåì ñîáðàíèè.
4. Ñëåäóþùóþ èç ðàññìàòðèâàåìûõ íàìè ôîðì ïóáëè÷íûõ âûñòóïëåíèé â ñëóæåáíîé îáñòàíîâêå ìîæíî íàçâàòü ïóáëè÷íûì âûñòóïëåíèåì âåñüìà óñëîâíî. Ðå÷ü èäåò îá ó÷àñòèè â äåëîâîé áåñåäå, ïðè÷åì
èìååòñÿ â âèäó ñèòóàöèÿ, êîãäà ñîáåñåäíèêè îáñóæäàþò îïðåäåëåííóþ, èíòåðåñóþùóþ èõ ïðîáëåìó ñ öåëüþ ïðèíÿòèÿ ñîâìåñòíîãî ðåøåíèÿ. Òîò ôàêò, ÷òî êàæäûé èç ó÷àñòíèêîâ äåëîâîé áåñåäû ìîæåò
èìåòü øòàò ïîìîùíèêîâ, ïðèíèìàþùèõ ó÷àñòèå â áåñåäå â êà÷åñòâå
ðåôåðåíòîâ, êîíñóëüòàíòîâ, ìû â äàííîì ñëó÷àå èãíîðèðóåì, ïîñêîëüêó îíè ÿâëÿþòñÿ êàê áû ïðîäîëæåíèåì ëè÷íîñòè òîãî, êòî âåäåò
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áåñåäó, ò.å. ðåôåðåíòû è êîíñóëüòàíòû ó÷àñòâóþò â íåé íå íàïðÿìóþ, à
îïîñðåäîâàííî, êîñâåííî.  òàêîé ãðóïïå âñåãäà âûäåëÿåòñÿ îäèí ñîòðóäíèê, êîòîðûé èìååò íåîáõîäèìûå ïðàâà è ïîëíîìî÷èÿ ïðèíèìàòü
ðåøåíèå, ïîäïèñûâàòü ñîîòâåòñòâóþùèå äîêóìåíòû.
Âñå îòíîøåíèÿ ìåíåäæìåíòà ðåàëèçóþòñÿ êîíêðåòíûìè ëèöàìè, è
ðåøåíèÿ ïî âñåì ñôåðàì óïðàâëåí÷åñêîé äåÿòåëüíîñòè ïðèíèìàþòñÿ
êîíêðåòíûìè ëþäüìè, êàê ïðàâèëî, â ðåçóëüòàòå ñîâìåñòíûõ îáñóæäåíèé, ñðåäè êîòîðûõ ãëàâíîå ìåñòî çàíèìàåò èìåííî äåëîâàÿ áåñåäà.
Î÷åâèäíî, ÷òî êàæäàÿ äåëîâàÿ áåñåäà â òîé èëè èíîé ñòåïåíè îòðàæàåòñÿ íà ýôôåêòèâíîñòè äåÿòåëüíîñòè îðãàíèçàöèè â öåëîì è äåÿòåëüíîñòè êîíêðåòíûõ ñîòðóäíèêîâ â ÷àñòíîñòè. ×åì âûøå äîëæíîñòíîé óðîâåíü ëþäåé, âåäóùèõ äåëîâóþ áåñåäó, òåì ñèëüíåå áóäåò âëèÿíèå ïîñëåäñòâèé ðåçóëüòàòîâ ýòîé áåñåäû íà æèçíü ñîòðóäíèêîâ
äàííîé (à ìîæåò áûòü, è íå òîëüêî äàííîé) îðãàíèçàöèè. Ïîýòîìó
ñëåäóåò ÷ðåçâû÷àéíî âíèìàòåëüíî îòíåñòèñü ê ïîäãîòîâêå ê ó÷àñòèþ â
òàêîé áåñåäå. Óêàçàííàÿ ïîäãîòîâêà ê áåñåäå ðàñïàäàåòñÿ íà íåñêîëüêî
ýòàïîâ. Íå äàâàÿ ñðàâíèòåëüíîé îöåíêè âàæíîñòè êàæäîãî èç ýòàïîâ,
ïîñòàðàåìñÿ ïåðå÷èñëèòü èõ, îäíîâðåìåííî ðàñêðûâàÿ èõ ñîäåðæàíèå
è îñîáåííîñòè.
1-é ýòàï. Îïðåäåëåíèå öåëè áåñåäû. Ê ñîæàëåíèþ, âåñüìà ÷àñòî òîò
èëè èíîé ìåíåäæåð, ãîâîðÿ êîëëåãå: «Íàäî áû âñòðåòèòüñÿ, ïîáåñåäîâàòü», äàæå äëÿ ñåáÿ íå ôîðìóëèðóåò ÷åòêî, êàêîâà äîëæíà áûòü öåëü
áåñåäû è óæ âî âñÿêîì ñëó÷àå íå îáñóæäàåò åå ñ òåì, ñ êåì íàìå÷àåòñÿ
âñòðå÷à. Ýòî ïåðâàÿ, íî äàëåêî íå ïîñëåäíÿÿ îøèáêà, äîïóñêàåìàÿ ïðè
îðãàíèçàöèè è âåäåíèè äåëîâîé áåñåäû.
Íåîáõîäèìî, ïðåæäå âñåãî äëÿ ñåáÿ, îòâåòèòü íà âîïðîñ: äëÿ ÷åãî
ñëåäóåò ïðîâîäèòü òó èëè èíóþ äåëîâóþ áåñåäó, ÷òî äîëæíî áûòü åå
ðåçóëüòàòîì? Òà ñòîðîíà, ó÷àñòâóþùàÿ â áåñåäå, êîòîðàÿ ïåðâîé îïðåäåëèò äëÿ ñåáÿ öåëü áåñåäû, áóäåò èìåòü áîëüøå øàíñîâ â äîñòèæåíèè
æåëàåìûõ èòîãîâ, ïîñêîëüêó â åå ðóêàõ èíèöèàòèâà â îïðåäåëåíèè
öåëè, âûáîðå íàèáîëåå ïîäõîäÿùåãî âðåìåíè äëÿ áåñåäû, ìåñòà è
âîçìîæíûõ ó÷àñòíèêîâ.  ýòîì ñëó÷àå ëåã÷å êîíòðîëèðîâàòü êàê õîä
ïîäãîòîâêè ê ïðîâåäåíèþ áåñåäû, òàê è èñõîä ñàìîé áåñåäû.
Îäíàêî íàäî ïîìíèòü, ÷òî ôîðìóëèðîâêà öåëè áåñåäû, èíòåðåñíîé
äëÿ îäíîé ñòîðîíû, äàëåêî íå âñåãäà ìîæåò áûòü çàñëóæèâàþùåé
âíèìàíèÿ äëÿ äðóãîé. Ïîýòîìó, ïðåäëàãàÿ ñâîé âàðèàíò öåëè, ñëåäóåò
ïîìíèòü î òîì, ÷òî åå íàäî ñîãëàñîâàòü ñ ïðåäñòàâèòåëÿìè äðóãîé
ñòîðîíû. Åñëè áåñåäà áóäåò ïðîòåêàòü íà äîñòàòî÷íî âûñîêîì äîëæíîñòíîì óðîâíå, îáìåí ìíåíèÿìè î öåëè áåñåäû èíîãäà ñòîèò ïðîâåñòè
â ïèñüìåííîì âèäå; òîãäà ëåã÷å ïîäóìàòü íàä ôîðìóëèðîâêîé öåëè,
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îñìûñëèòü åå. Íî åñëè ñîãëàñîâàíèå ïðîèñõîäèò óñòíî, ôîðìóëèðîâêà
öåëè áåñåäû äîëæíà áûòü ïðåäåëüíî êðàòêîé, îäíîçíà÷íî ïîíèìàåìîé è èìåþùåé èíòåðåñ êàê äëÿ îäíîé, òàê è äëÿ äðóãîé ñòîðîíû,
ãîòîâÿùåéñÿ ïðèíÿòü ó÷àñòèå â äåëîâîé áåñåäå.
Î÷åíü âàæíî ñ ïåðâûõ æå ñëîâ, ãîâîðÿ î öåëè áóäóùåé âñòðå÷è è
áåñåäû, ðàñïîëîæèòü ê ñåáå òîãî, ñ êåì ñîáèðàåòåñü áåñåäîâàòü.
Öåëåñîîáðàçíî, îáðàùàÿñü ê áóäóùåìó ó÷àñòíèêó äåëîâîé áåñåäû
(åñëè î íåé íå áûëî ïðåäâàðèòåëüíîé äîãîâîðåííîñòè), â ïåðâîé ôðàçå íå êàñàòüñÿ íåïîñðåäñòâåííî öåëè áåñåäû; ýòà ôðàçà äîëæíà áûòü
âñòóïèòåëüíîé, îíà ïðèçâàíà îòâëå÷ü ñîáåñåäíèêà îò ïðîøëûõ ìûñëåé, íàñòðîèòü åãî áëàãîñêëîííî ê âàì, ê âàøèì áóäóùèì ñëîâàì,
ïðèâëå÷ü åãî âíèìàíèå ê òîìó, ÷òî âû ñîáèðàåòåñü ñêàçàòü. Ïðè ýòîì
ñàìà âñòóïèòåëüíàÿ ôðàçà (èëè äâå) ìîæåò è íå èìåòü ïðÿìîãî îòíîøåíèÿ ê áóäóùåé òåìå ðàçãîâîðà.  ðàçíûõ ðåêîìåíäàöèÿõ ïî óñòàíîâëåíèþ ìåæëè÷íîñòíûõ êîíòàêòîâ îáû÷íî äàþòñÿ ñîâåòû, êàê çàâÿçàòü áåñåäó, îäíàêî ê âåäåíèþ äåëîâûõ áåñåä ýòè ðåêîìåíäàöèè ìîæíî ïðèìåíèòü äàëåêî íå â ïîëíîé ìåðå. Íî íåêîòîðûìè èç íèõ ìîæíî
âîñïîëüçîâàòüñÿ. Òàê, íàïðèìåð, ñëåäóåò èçáåãàòü êàêèõ áû òî íè
áûëî âûðàæåíèé, êîòîðûå ìîãóò íàâåñòè íà ìûñëü, ÷òî âû íåóâàæèòåëüíî èëè ïðåíåáðåæèòåëüíî îòíîñèòåñü ê ñîáåñåäíèêó, ò.å. íåëüçÿ
ñêàçàòü: «ß íå ñîáèðàëñÿ îáðàùàòüñÿ ê Âàì, íî...»; ëó÷øå, åñëè âû
ñêàæåòå: «ß íå õîòåë áû ïîíàïðàñíó çàíèìàòü Âàøå âðåìÿ, íî...»
Íà÷èíàÿ ðàçãîâîð ñ ôðàçû «Åñëè Âû ñåé÷àñ ñâîáîäíû, ÿ õîòåë
áû...», âû ðèñêóåòå óñëûøàòü â îòâåò: «Êàê ðàç ñåé÷àñ ÿ î÷åíü çàíÿò»;
ëó÷øå ñêàçàòü òàê: «Õîòÿ ÿ çíàþ, ÷òî âû ñêîðåå âñåãî çàíÿòû, ðèñêíó
òåì íå ìåíåå ïðåäëîæèòü Âàì îáñóäèòü ïðîáëåìó...»
2-é ýòàï. Íà÷àëî áåñåäû. Íàèáîëåå ÷àñòîé îøèáêîé â íà÷àëå áåñåäû
ÿâëÿåòñÿ ñòåðåîòèïíîñòü âîñïðèÿòèÿ ëè÷íîñòè ñîáåñåäíèêà (åñëè âñòðå÷à
ïðîèñõîäèò âïåðâûå), åãî äåéñòâèé ïî äîñòèæåíèþ ñîãëàñèÿ ïî îáñóæäàåìîé ïðîáëåìå (èëè åãî ïðåäïîëàãàåìûõ äåéñòâèé), îñîáåííîñòåé åãî ïîâåäåíèÿ è ïð.
Âòîðàÿ òðóäíîñòü, êîòîðàÿ ìîæåò èìåòü ìåñòî è êîòîðàÿ òîæå äîëæíà áûòü ïðåîäîëåíà, – ýòî âíåçàïíî âîçíèêàþùàÿ íåïðèÿçíü ê ñîáåñåäíèêó; ÷òî ìîæåò ïîâëèÿòü íà õîä áåñåäû, áóäó÷è íåîïðàâäàííûì
è íåîáîñíîâàííûì ìîòèâîì.
 íà÷àëå áåñåäû ñëåäóåò äàòü ïîíÿòü ñîáåñåäíèêó, ÷òî âû ñ÷èòàåòåñü
ñ åãî ìíåíèåì è çíàíèÿìè êàê ñïåöèàëèñòà. Íåïëîõî â íà÷àëå áåñåäû
ñêàçàòü ôðàçó òèïà «Î÷åíü ïðèÿòíî, ÷òî èìåííî ñ Âàìè ìû áóäåì
îáñóæäàòü äàííóþ ïðîáëåìó, ïîñêîëüêó èìåííî Âû (âàðèàíò – èìåííî
î Âàñ ÿ íàñëûøàí êàê î...) ÿâëÿåòåñü âåäóùèì ñïåöèàëèñòîì â...».
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Ýòîé ôðàçîé âû ïîêàçûâàåòå ñâîå ðàñïîëîæåíèå ê âàøåìó ïàðòíåðó ïî âçàèìîäåéñòâèþ, ïàðòíåðó ïî äåëîâîé áåñåäå. Òåì ñàìûì âîçìîæíûé áëàãîïðèÿòíûé äëÿ âàñ õîä áåñåäû ïîëó÷àåò áîëüøóþ âåðîÿòíîñòü.
Óìåñòíî òàêæå â íà÷àëå áåñåäû ïîçàáîòèòüñÿ î òîì, ÷òîáû âàøåìó
ñîáåñåäíèêó áûëî óäîáíî è â áûòîâîì îòíîøåíèè (íå äóëî èç îêíà,
áûëî õîðîøåå îñâåùåíèå è ò.ï.).
Íå ñëåäóåò, îäíàêî, ïðåâðàùàòü äåëîâóþ áåñåäó â ïîòîê êîìïëèìåíòîâ è ìåëêèõ ñâåòñêèõ ëþáåçíîñòåé: òåì ñàìûì ìîæíî ïîñòàâèòü
ñåáÿ â ñìåøíîå ïîëîæåíèå.
3-é ýòàï. Ñîáñòâåííî äåëîâàÿ áåñåäà. Â ïðîöåññå äåëîâîé áåñåäû,
êîãäà öåëè åå óæå îïðåäåëåíû îáåèìè ñòîðîíàìè è ïî ýòîìó âîïðîñó
åñòü ñîãëàñèå, êîãäà óæå ïîçàäè ïåðâûå «ðàçìèíî÷íûå» ôðàçû, íàñòóïàåò ýòàï îáñóæäåíèÿ îñíîâíûõ ïðîáëåì. Êàê ïðàâèëî, ýòî ïðîáëåìû ñïåöèàëüíîãî õàðàêòåðà, èìåþùèå «îòðàñëåâóþ ïðèíàäëåæíîñòü» è òðåáóþùèå ñïåöèàëüíûõ çíàíèé. Ïîýòîìó äîâîëüíî ÷àñòî â
äåëîâîé áåñåäå ñ îáåèõ ñòîðîí ó÷àñòâóþò íå òîëüêî îñíîâíûå ñîáåñåäíèêè, íî è ïîìîãàþùèå èì «êîìàíäû» ñïåöèàëèñòîâ. Ñòåïåíü
ó÷àñòèÿ èõ â äåëîâîé áåñåäå ìîæåò áûòü âåñüìà ðàçëè÷íîé. Åñëè
ãëàâíîå äåéñòâóþùåå ëèöî (îñíîâíîé ñîáåñåäíèê) ïîëíîñòüþ äîâåðÿåò íå òîëüêî ñïåöèàëüíûì çíàíèÿì è êîìïåòåíòíîñòè ñâîåé «êîìàíäû», íî è òàêòó êàæäîãî, óìåíèþ óìåñòíî âñòàâèòü ñâîå çàìå÷àíèå, âîâðåìÿ âìåøàòüñÿ â áåñåäó, íå íàðóøàÿ åå îáùåãî õîäà, òî â
òàêîì ñëó÷àå áåñåäà âåäåòñÿ íå òîëüêî ìåæäó äâóìÿ ïàðòíåðàìè ïî
âçàèìîäåéñòâèþ (íàñòîÿùåìó è áóäóùåìó), íî êðóã ñîáåñåäíèêîâ
ðàñøèðÿåòñÿ, â íåãî âîâëåêàþòñÿ è òå, êòî âõîäèò â ñîñòàâ «ãðóïïû
ïîääåðæêè» êàæäîãî ñîáåñåäíèêà. Îáû÷íî óêàçàíèÿ î òîì, ìîæíî ëè
âìåøèâàòüñÿ â áåñåäó, êàê ÷àñòî è â êàêèõ ñëó÷àÿõ, äàþòñÿ ìåíåäæåðîì, âîçãëàâëÿþùèì ãðóïïó, äî íà÷àëà áåñåäû. Èíîãäà ðóêîâîäèòåëü, íå íàäåÿñü íà ÷èñòî èíäèâèäóàëüíûå ïñèõîëîãè÷åñêèå êà÷åñòâà
îòäåëüíûõ ÷ëåíîâ ñâîåé «êîìàíäû» (âûäåðæêó, òåðïåíèå, õëàäíîêðîâèå, óìåíèå îñòàâàòüñÿ âíåøíå ñïîêîéíûì è ò.ä.), ìîæåò ïîïðîñèòü òåõ, êòî åìó ïîìîãàåò âåñòè áåñåäó, âîîáùå íå âìåøèâàòüñÿ â
íåå èëè âìåøèâàòüñÿ ìèíèìàëüíî, ÷òîáû íå íàðóøèòü áëàãîïðèÿòíóþ ïñèõîëîãè÷åñêóþ àòìîñôåðó áåñåäû. Îäíàêî ïðè ýòîì îí ïîïðîñèò ó÷àñòíèêîâ áåñåäû ñî ñâîåé ñòîðîíû ñëåäèòü âíèìàòåëüíî çà åå
õîäîì, îáðàùàòü âíèìàíèå íà ñïåöèàëüíóþ ñòîðîíó äåëà, âûðàáàòûâàòü ñâîå îòíîøåíèå ê òîìó, ÷òî ãîâîðèò è ïðåäëàãàåò ñîáåñåäíèê ñ
ïðîòèâîïîëîæíîé ñòîðîíû, äëÿ òîãî ÷òîáû ïîòîì, ïî çàâåðøåíèè
áåñåäû, óæå áóäó÷è â «ñâîåì êðóãó», ïðîàíàëèçèðîâàòü âåñü õîä
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äåëîâîé áåñåäû, óâèäåòü åå âûãîäíûå äëÿ ñåáÿ ñòîðîíû è ñäåëàòü
îáîñíîâàííûå, à íå ïîñïåøíûå, ñêîðîïàëèòåëüíûå âûâîäû.
Äåëîâàÿ áåñåäà íà åå îñíîâíîì ýòàïå – ýòî îáìåí èíôîðìàöèåé.
Ïîýòîìó âàæíî íå òîëüêî óìåòü ãîâîðèòü, íî è ñëóøàòü.
Íåîáõîäèìî ñòðåìèòüñÿ ê ñîõðàíåíèþ îáùåãî ïîëîæèòåëüíîãî ýìîöèîíàëüíîãî íàñòðîÿ. Çàäàâàÿ òîò èëè èíîé âîïðîñ, ñëåäóåò ñòàâèòü
ñåáÿ íà ìåñòî ñîáåñåäíèêà è äóìàòü: «À êàê ÿ îòâåòèë áû íà ýòîò
âîïðîñ? Ïîíðàâèëàñü áû ìíå òàêàÿ ôîðìà âîïðîñà èëè ÿ ñ÷åë áû åå
íåäîïóñòèìîé (íåïðèåìëåìîé)?». Òðàíñôîðìèðóÿ èçâåñòíóþ ñòàðóþ
èñòèíó, ìîæíî äàòü òàêîé ñîâåò î ñëîâåñíîé îáîëî÷êå çàäàâàåìûõ
âàìè âîïðîñîâ: çàäàâàéòå âîïðîñû â òàêîé ôîðìå, êîòîðóþ âû ñî÷ëè
áû ïðèåìëåìîé è äîïóñòèìîé äëÿ ñåáÿ ñàìîãî.
Íè â êîåì ñëó÷àå íåëüçÿ óïîòðåáëÿòü â äåëîâîé áåñåäå ñëîâîñî÷åòàíèé, âûðàæåíèé, èìåþùèõ õîòÿ áû ñëàáûé îòòåíîê íå òîëüêî àãðåññèâíîñòè, íî è íåóâàæèòåëüíîñòè, íåïðèÿçíè.
Äàæå åñëè ñîáåñåäíèê äîïóñêàåò ïîäîáíóþ ýìîöèîíàëüíóþ îêðàñêó â ñâîèõ âûñêàçûâàíèÿõ, âû íå äîëæíû íà ýòî îòâå÷àòü òåì æå.
Íåîáõîäèìî òàêæå ïîìíèòü î òîì, ÷òî òîò, êòî ñëóøàåò âàøó ðå÷ü,
âîñïðèíèìàåò åå ñî ñâîèõ ïîçèöèé â ñèëó ñâîåé êîìïåòåíòíîñòè, îáùåé êóëüòóðû, îáðàçîâàíèÿ, íàêîíåö, íàñòðîåíèÿ â äàííûé ìîìåíò,
è ýòè õàðàêòåðèñòèêè ìîãóò ñèëüíî îòëè÷àòüñÿ îò âàøèõ. Ýòî ñëåäóåò
ó÷èòûâàòü ïðè ïîäáîðå ñòèëÿ ðå÷è äëÿ áåñåäû; èíîãäà ýòî ìîæíî
ïðîäóìàòü çàðàíåå, èìåÿ íåêîòîðóþ èíôîðìàöèþ î áóäóùåì ñîáåñåäíèêå, èíîãäà íàäî âíîñèòü êîððåêòèâû ïî õîäó áåñåäû.
Âî âñÿêîì ñëó÷àå èìååò ñìûñë ïîâòîðèòü (÷åðåç íåêîòîðîå âðåìÿ),
ìîæåò áûòü, â èíûõ âûðàæåíèÿõ, îñíîâíûå âàøè èäåè, ïðåäëîæåíèÿ, òðåáîâàíèÿ è ïð., ïîñêîëüêó äàæå ïðè ñàìîì âûñîêîì óðîâíå
âíèìàíèÿ ê íèì ñî ñòîðîíû ñîáåñåäíèêà îíè ìîãóò áûòü íåïðàâèëüíî
ïîíÿòû.
Óìåñòíåå âñåãî áóäåò ïîâòîðåíèå îñíîâíûõ âàøèõ òåçèñîâ ïðè
çàâåðøåíèè áåñåäû. Èíîãäà áåñåäà ïåðåñòàåò áûòü ñïîêîéíîé, ïðèîáðåòàåò âèä êîíôðîíòàöèè, âî âñÿêîì ñëó÷àå â ñëîâåñíîì âûðàæåíèè.
Åñëè ñîáåñåäíèê ñêëîíåí èëè óæå íà÷àë âûðàæàòü ê âàì íåêîòîðóþ
íåïðèÿçíü, íåëüçÿ äåëàòü òî æå ñàìîå. Íåëüçÿ èäòè ïî ïóòè ðå÷åâîé
êîíôðîíòàöèè, äàæå åñëè âàøè âçãëÿäû ðàçîøëèñü îêîí÷àòåëüíî è
îáîþäíîå ñîãëàñèå íåâîçìîæíî. Òåì íå ìåíåå ñëåäóåò çàêîí÷èòü áåñåäó íà ïîçèòèâíîé ïîçèöèè, ïîäîáðàâ ñîîòâåòñòâóþùèå äîáðîæåëàòåëüíûå âûðàæåíèÿ; äîïóñòèìà è äàæå ïðèâåòñòâóåòñÿ â ýòîì ñëó÷àå
þìîðèñòè÷åñêàÿ îêðàñêà ðå÷è – þìîð âñå ñìÿã÷àåò è ïðèòóïëÿåò
îñòðîòó êîíôðîíòàöèîííîãî õàðàêòåðà áåñåäû. Íåäîïóñòèìî â õîäå
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áåñåäû ãîâîðèòü òàêèì îáðàçîì, ÷òîáû âàøà ðå÷ü ìîãëà ââåñòè ñîáåñåäíèêà â çàáëóæäåíèå, íåäîïóñòèì îáìàí. Íåëüçÿ òàêæå óìàë÷èâàòü
î êàêèõ-ëèáî êàê çíà÷èòåëüíûõ, òàê è íåçíà÷èòåëüíûõ ìîìåíòàõ,
ìîãóùèõ ïîâëèÿòü â äàëüíåéøåì íà âåäåíèå âàøèõ ñîâìåñòíûõ äåë.
Íîðìîé â äåëîâîé áåñåäå äîëæíà ÿâëÿòüñÿ ïðåäåëüíàÿ ÷åñòíîñòü â
îòíîøåíèè â ïåðåãîâîðàõ ñ ïàðòíåðîì.
Âî âðåìÿ áåñåäû ïðèõîäèòñÿ íå òîëüêî ãîâîðèòü, íî è ñëóøàòü.
Î÷åíü ÷àñòî òîò, êòî íå âëàäååò èñêóññòâîì ñëóøàòü ñîáåñåäíèêà,
íåâåðíî ïðîãíîçèðóåò õîä ñîáûòèé, äåëàåò íåïðàâèëüíûå âûâîäû èç
òîãî, ÷òî ãîâîðèò ñîáåñåäíèê, èëè çàòðóäíÿåò, çàìåäëÿåò áåñåäó, ïåðåñïðàøèâàÿ, ìíîãîêðàòíî îáðàùàÿñü ê íåìó çà óòî÷íåíèåì, ïîâòîðåíèåì ñêàçàííîãî è, âîçìîæíî, âûçûâàÿ ýòèì íåêîòîðîå ðàçäðàæåíèå
ïàðòíåðà ïî äåëîâîé áåñåäå.
Îäíà èç ñàìûõ ðàñïðîñòðàíåííûõ îøèáîê â ïðîöåññå äåëîâîé áåñåäû – ñèòóàöèÿ, êîãäà ñîáåñåäíèê, èçîáðàæàÿ âñåì ñâîèì âèäîì âíèìàíèå ê ñëîâàì ïàðòíåðà ïî áåñåäå, òåì íå ìåíåå íå ñëóøàåò åãî (èëè
ñëóøàåò íåâíèìàòåëüíî) è òîëüêî æäåò òåðïåëèâî, ïîêà òîò çàêîí÷èò
ñâîþ ðå÷ü. Ïîñëå ýòîãî íàø «òåðïåëèâûé» ñîáåñåäíèê ñíîâà ïîâòîðÿåò
ñâîè äîâîäû, íå îòâå÷àÿ íà òîëüêî ÷òî âûñêàçàííûå åãî ïàðòíåðîì
ñîîáðàæåíèÿ. Åñòåñòâåííî, ÷òî ó ïîñëåäíåãî âîçíèêàåò ÷óâñòâî íåêîòîðîãî ðàçäðàæåíèÿ, à åñëè ýòî ïîâòîðÿåòñÿ íå îäèí ðàç, òî è æåëàíèå
«ñâåðíóòü» áåñåäó, äàæå íå äîéäÿ äî ïðèíÿòèÿ ñîâìåñòíîãî ðåøåíèÿ.
Òàêèì îáðàçîì, ìîæíî ïîðåêîìåíäîâàòü î÷åíü âíèìàòåëüíî ñëóøàòü ñîáåñåäíèêà, íå îòâëåêàÿñü íè íà ïîñòîðîííèå äåëà, íè íà
îáäóìûâàíèå ñâîèõ ñîáñòâåííûõ èäåé âåäåíèÿ äàëüíåéøåãî ðàçãîâîðà. Ñëåäóåò òîëüêî ñëóøàòü, âûäåëÿÿ, óëàâëèâàÿ ñëàáûå, óÿçâèìûå ìåñòà â àðãóìåíòàöèè ñîáåñåäíèêà èëè âîçìîæíîñòü óñïåøíîé
«ñîñòûêîâêè» íàìåðåíèé îáåèõ ñòîðîí, îòìå÷àÿ äëÿ ñåáÿ íþàíñû â
ïîâåäåíèè, ðåàêöèè ñîáåñåäíèêà (èëè åãî ãðóïïû) äëÿ òîãî, ÷òîáû
ìàêñèìàëüíî òî÷íî è áûñòðî «ïîäõâàòèòü» òå ïðåäëîæåíèÿ ñîáåñåäíèêà, êîòîðûå ïðåäñòàâëÿþò èíòåðåñ è ÿâëÿþòñÿ âïîëíå ïðèåìëåìûìè. Îñîáåííî âíèìàòåëüíî íàäî ñëóøàòü ÷åëîâåêà, íå âëàäåþùåãî èëè ñëàáî âëàäåþùåãî îñíîâàìè äåëîâîãî êðàñíîðå÷èÿ, ïîñêîëüêó èìåííî òàêèå ëþäè ñêëîííû ê íå÷åòêîñòè âûñêàçûâàåìûõ ìûñëåé,
íåëîãè÷íîñòè è õàîòè÷íîñòè äîâîäîâ è àðãóìåíòîâ â ðå÷è, òåðìèíîëîãè÷åñêîé ïóòàíèöå, íåóìåíèþ îòëè÷èòü ãëàâíîå, ïðèíöèïèàëüíîå
îò âòîðîñòåïåííîãî.
Ê ñîæàëåíèþ, èíîãäà äåëîâûå âñòðå÷è è áåñåäû íå äîñòèãàþò óñïåøíîãî çàâåðøåíèÿ, è ïðè÷èíîé ÿâëÿþòñÿ îøèáêè, äîïóùåííûå
ïðè ðå÷åâîì îáùåíèè.
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Ïåðå÷èñëèì íàèáîëåå òèïè÷íûå èç íèõ:
1. Ìíîãîñëîâèå, èçëèøíÿÿ èíôîðìàòèâíîñòü ðå÷è.
Ñëåäñòâèåì òàêîãî íåäîñòàòêà ìîæåò áûòü íåîïðåäåëåííîñòü, òóìàííîñòü ñìûñëà áåñåäû, àìîðôíîñòü, ðàñïëûâ÷àòîñòü òåìû è öåëè
áåñåäû, íàðóøåíèå âðåìåííûõ ðàìîê âñòðå÷è, îòñóòñòâèå ÷åòêî ñôîðìóëèðîâàííûõ âûâîäîâ è êàê êîíå÷íûé èòî㠖 îòñóòñòâèå ðåçóëüòàòà
âñòðå÷è.
2. Íåóìåíèå âåðíî îöåíèòü óðîâåíü êîìïåòåíòíîñòè è ïðîôåññèîíàëèçìà ïàðòíåðà ïî äåëîâîé áåñåäå.
Åñëè îöåíêà çàíèæåíà, ò.å. ìû ñ÷èòàåì ïàðòíåðà «ïðîñòà÷êîì», òî
ðèñêóåì ñàìè îêàçàòüñÿ â ñèòóàöèè, êîãäà íàñ áóäóò ñ÷èòàòü ìàëî
ñâåäóùèìè â äàííîì âîïðîñå.
Åñëè îöåíêà çàâûøåíà – òî ïàðòíåð ìîæåò íå ïîíÿòü èëè ïîíÿòü
íåâåðíî ñóòü âàøèõ ïðåäëîæåíèé èëè âîçðàæåíèé è ñäåëàòü äëÿ ñåáÿ
íåâåðíûå âûâîäû, ÷òî òîæå çàâåäåò áåñåäó â òóïèê.
3. ×àñòî çàáûâàþò î òîì, ÷òî ìîæíî âûðàçèòü ñòàðèííîé ïîñëîâèöåé: «Òå æå ñëîâà, äà ïî-äðóãîìó áû ñêàçàíû». Äåëî â òîì, ÷òî èíòîíàöèÿ, ãðîìêîñòü ãîëîñà, âûðàæåíèå ëèöà, æåñòû, ïîçà ãîâîðÿùåãî
ìîãóò ïðèäàòü ïðîèçíîñèìûì ñëîâàì ñîâåðøåííî èíîé ñìûñë: ìîæíî
ñìÿã÷èòü ðåçêîñòü ôîðìóëèðîâêè óëûáêîé èëè ïðèäàòü èì íåêîòîðûé þìîðèñòè÷åñêèé îòòåíîê. Ïðè ýòîì ìîæíî èçáåæàòü ïñèõîëîãè÷åñêîé êîíôðîíòàöèè è îäíîâðåìåííî äîíåñòè äî ïàðòíåðà ïî áåñåäå
ñåðüåçíîñòü íàìåðåíèé è íåçûáëåìîñòü ïîçèöèè.
4. Ñëåäóåò ïî âîçìîæíîñòè èçáåãàòü ïîâòîðåíèé îäíèõ è òåõ æå
âûñêàçûâàíèé, òàê êàê ýòî îáû÷íî âûçûâàåò îñîçíàííîå èëè íåîñîçíàííîå ðàçäðàæåíèå ñîáåñåäíèêà.
5. Íå ñëåäóåò îñòàâëÿòü áåç âíèìàíèÿ âîçðàæåíèÿ ïàðòíåðà ïî äåëîâîé áåñåäå, ïîëàãàÿñü íà ñâîþ îáúåêòèâíóþ ïðàâîòó, öåííîñòü ñâîèõ
óòâåðæäåíèé è íåóÿçâèìîñòü ñâîåé ïîçèöèè.
6. Íàäî âíèìàòåëüíî ñëóøàòü òî, ÷òî ãîâîðèò ñîáåñåäíèê, íàõîäèòü â åãî ñëîâàõ íåëîãè÷íîñòü, íåïîñëåäîâàòåëüíîñòü, îøèáêè â
àðãóìåíòàöèè, äðóãèå ñëàáûå çâåíüÿ â öåïè åãî ðàññóæäåíèé è çàòåì
óêàçûâàòü íà íèõ ñîáåñåäíèêó, ïîäâîäÿ åãî òåì ñàìûì ê ìûñëè, ÷òî
åãî âîçðàæåíèÿ íåñîñòîÿòåëüíû, ñëåäîâàòåëüíî, îí äîëæåí ñîãëàñèòüñÿ ñ âàìè.
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Ãëàâà 13.
ÝÒÈÊÅÒ ÐÓÊÎÂÎÄÈÒÅËß
Ðóêîâîäèòåëü ëþáîãî ðàíãà, îñîáåííî ïåðâîå ëèöî
îðãàíèçàöèè, âõîäÿ â ñëóæåáíîå ïîìåùåíèå, äîëæåí ïðèâåòñòâîâàòü
âñåõ, êîãî îí âñòðåòèò, áóäü òî îõðàííèê, óáîðùèöà, êîòîðàÿ íåñêîëüêî çàìåøêàëàñü è íå óñïåëà ê íà÷àëó ðàáî÷åãî äíÿ çàâåðøèòü
óáîðêó, è ïðî÷èå ñîòðóäíèêè. Ðóêîâîäèòåëü, ïåðâûì çàìåòèâøèé è
ïåðâûì ïîçäîðîâàâøèéñÿ ñ êåì-ëèáî èç ñâîèõ ïîä÷èíåííûõ – î÷åíü
ïðèÿòíîå ÿâëåíèå, è ïîä÷èíåííûé, ñ êîòîðûì ðóêîâîäèòåëü ïîçäîðîâàëñÿ ïåðâûì, áóäåò èñïûòûâàòü ÷óâñòâà áëàãîäàðíîñòè, ïðèçíàòåëüíîñòè ê ðóêîâîäèòåëþ, ÷òî ÿâëÿåòñÿ çàëîãîì õîðîøåé ðàáîòû.
Åñëè ðóêîâîäèòåëü íàõîäèòñÿ â ñâîåì êàáèíåòå, à â êàáèíåò âõîäèò
ïîñåòèòåëü, õîçÿèí êàáèíåòà âñòàåò, çàñòåãèâàåò ïèäæàê (åñëè îí áûë
ðàññòåãíóò, à ýòî ðàçðåøàåòñÿ, åñëè ÷åëîâåê ñèäèò) è âûõîäèò èç-çà
ñòîëà, ïðèâåòñòâóÿ ïîñåòèòåëÿ.
Ðóêó äëÿ ðóêîïîæàòèÿ ïðè ýòîì âñåãäà ïîäàåò ïåðâûì õîçÿèí êàáèíåòà (ïîë è âîçðàñò íå èãðàþò ðîëè).
Íå ñëåäóåò èäòè íàâñòðå÷ó ïîñåòèòåëþ ñ ïðîòÿíóòîé ðóêîé – ýòî
âûãëÿäèò êîìè÷íî.
Íè â êîåì ñëó÷àå íåëüçÿ ïðîòÿãèâàòü ðóêó äëÿ ðóêîïîæàòèÿ ÷åðåç
ñòîë – ýòî íåâåæëèâî. Ýòî ïðàâèëî äåéñòâóåò íå òîëüêî â ñëóæåáíîì
ïîìåùåíèè è íå òîëüêî äëÿ ðóêîâîäèòåëÿ, íî äëÿ âñåõ ñîòðóäíèêîâ è
äëÿ âñåõ âèäîâ ñëóæåáíûõ ñèòóàöèé, íàïðèìåð äëÿ äåëîâûõ ïðèåìîâ,
ñîâåùàíèé, êîíôåðåíöèé, çàñåäàíèé è ïð.
Ðóêîâîäèòåëü – õîçÿèí êàáèíåòà îáû÷íî ïðåäëàãàåò ïîñåòèòåëþ
ñåñòü. Áîëåå ïî÷åòíûì ñ÷èòàåòñÿ ìåñòî ëèöîì èëè áîêîì ê îêíó, ïðè
ýòîì õîçÿèí êàáèíåòà îáû÷íî ñòàðàåòñÿ ñåñòü ëèöîì ê äâåðè, ïîñêîëüêó ìîæåò âîçíèêíóòü íåîáõîäèìîñòü íåäîëãîãî îáùåíèÿ ñ ñåêðåòàðåì èëè êåì-ëèáî èç ñîòðóäíèêîâ, ïîÿâëÿþùèõñÿ â äâåðÿõ êàáèíåòà; â ýòîì ñëó÷àå ðóêîâîäèòåëþ äîñòàòî÷íî ñäåëàòü ñêóïîé, íî âûðàçèòåëüíûé æåñò ðóêîé, îçíà÷àþùèé «ÿ î÷åíü çàíÿò».  ñëó÷àå æå,
åñëè õîçÿèí êàáèíåòà íå âèäèò âõîäíîé äâåðè, ñîòðóäíèêó èëè ñåêðåòàðþ ïðèäåòñÿ ïðîéòè ÷åðåç âåñü êàáèíåò è ïîäîéòè ê ðóêîâîäèòåëþ,
÷òîáû óñëûøàòü âñå òî æå «ÿ î÷åíü çàíÿò». È âñÿ ñèòóàöèÿ ðèñêóåò
âûãëÿäåòü íåëåïî, à ñàì ðóêîâîäèòåëü ìîæåò ïîêàçàòüñÿ íå î÷åíü
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âåæëèâûì – è ïî îòíîøåíèþ ê ñâîèì ñîòðóäíèêàì, è ïî îòíîøåíèþ
ê ïîñåòèòåëþ.
Îñòàíîâèìñÿ íà îäíîé ìåëêîé äåòàëè: ïðèíÿòî, äàæå â ñëóæåáíîé
îáñòàíîâêå, æåíùèíå, âîøåäøåé â êàáèíåò â êà÷åñòâå ïîñåòèòåëüíèöû, íå óêàçûâàòü íà êîíêðåòíîå ìåñòî, íà êîòîðîå îíà äîëæíà ñåñòü.
Æåíùèíà ìîæåò ñàìà âûáðàòü ñåáå ìåñòî; çàìåòèì, ÷òî ÷àùå âñåãî ýòî
ìåñòî – ñïèíîé ê îêíó.
Õîçÿèí êàáèíåòà â ýòîì ñëó÷àå ìîæåò ñêàçàòü: «Ïîæàëóéñòà, ñàäèòåñü, ãäå Âàì óäîáíåå».
Ëè÷íûé êîíòàêò ðóêîâîäèòåëÿ, ïî ñóùåñòâó, ñâîäèòñÿ ê áåñåäå.
Âåäåíèå áåñåäû òðåáóåò óìåíèÿ òî÷íî, êðàòêî, â ýòè÷íîé ôîðìå âûðàæàòü ñâîè ìûñëè è óìåòü ñëóøàòü ñîáåñåäíèêà.
Ðóêîâîäèòåëþ íå ñëåäóåò ïåðåáèâàòü ïîä÷èíåííîãî, ïðîÿâëÿòü òàê
íàçûâàåìûå áàðñêèå ìàíåðû. Íî è îò ïîä÷èíåííîãî, â ñâîþ î÷åðåäü,
òðåáóåòñÿ âåñòè áåñåäó òîëüêî ïî ñóùåñòâó äåëà, íå ðàñõîäóÿ çðÿ âðåìåíè ðóêîâîäèòåëÿ.
 öåëîì ìîæíî ñêàçàòü, ÷òî óìåíèå âåñòè äåëîâóþ áåñåäó îáÿçàòåëüíî äëÿ êàæäîãî ñîòðóäíèêà, ýòî ÿâëÿåòñÿ åãî ïðÿìîé ñëóæåáíîé
îáÿçàííîñòüþ.
 òîì ñëó÷àå, åñëè âî âðåìÿ áåñåäû ðóêîâîäèòåëÿ ñ ïîä÷èíåííûì
ïî òåì èëè èíûì ïðè÷èíàì â êàáèíåòå íàõîäÿòñÿ è äðóãèå ñîòðóäíèêè, èì ðåêîìåíäóåòñÿ âîçäåðæèâàòüñÿ îò âìåøàòåëüñòâà â ðàçãîâîð.
Åñëè æå ýòè ñîòðóäíèêè ñïåöèàëüíî âûçâàíû ðóêîâîäèòåëåì äëÿ òîãî,
÷òîáû äàòü îáúÿñíåíèÿ êàêîìó-ëèáî ôàêòó, èì ñëåäóåò ó÷àñòâîâàòü â
ðàçãîâîðå ëèøü òîãäà, êîãäà ýòîãî ïîïðîñèò ðóêîâîäèòåëü.
Èíîãäà ðóêîâîäèòåëü õî÷åò óãîñòèòü ïîñåòèòåëÿ.  êà÷åñòâå óãîùåíèÿ èñïîëüçóþò ÷àé, êîôå, ïðîõëàäèòåëüíûå íàïèòêè, íî íå
áîëåå òîãî, ïîñêîëüêó êàáèíåò ðóêîâîäèòåëÿ – íå ìåñòî äëÿ ïðèåìà. Îáû÷íî ÷àé èëè êîôå ïðåäëàãàþòñÿ ïîñåòèòåëþ ÷åðåç íåñêîëüêî ìèíóò ïîñëå íà÷àëà áåñåäû. Âûïå÷êà (ïå÷åíüå, êåêñû) ïîäàåòñÿ
ðåäêî, è óæ åñëè ñåêðåòàðü ðåøèëà ïîäàòü êîíäèòåðñêèå èçäåëèÿ,
îíè äîëæíû áûòü òàêîâû, ÷òîáû íå âîçíèêàëî íåîáõîäèìîñòè èõ
ëîìàòü èëè ðåçàòü, òàê êàê ïðè ýòîì ïîÿâëÿþòñÿ êðîøêè, ñ êîòîðûìè è ïîñåòèòåëü, è õîçÿèí êàáèíåòà íå çíàþò, ÷òî äåëàòü.
Îðãàíèçóåò ïîäà÷ó ÷àÿ è êîôå îáû÷íî ñåêðåòàðü, íåïîñðåäñòâåííî
ïîäàåò – ñåêðåòàðü èëè ñïåöèàëüíî âûäåëåííàÿ äëÿ ýòîãî ñîòðóäíèöà.
Îáû÷íî ïîðÿäîê ïîäà÷è îòðàáîòàí ðàç è íàâñåãäà, ïîýòîìó ïðîáëåì
ïðàêòè÷åñêè íå âîçíèêàåò. ×àøêè è ÷àéíèê (èëè êîôåéíèê) ðàçìåùàþòñÿ íà ïîäíîñå, âíîñèìîì ñåêðåòàðåì, ÷àøêà íàïîëíÿåòñÿ íà 3/4
è ïîäàåòñÿ âèçèòåðó ïðàâîé ðóêîé, åñëè îáñòîÿòåëüñòâà ýòîìó íå ïðå93
ïÿòñòâóþò, ñïðàâà îò ïîñåòèòåëÿ. Óáèðàåòñÿ ÷àøêà òîæå ïðàâîé ðóêîé
è ñëåâà îò ãîñòÿ.
Åñëè ïîñåòèòåëü â êàáèíåòå ðóêîâîäèòåëÿ íå îäèí, ñîáëþäàåòñÿ îïðåäåëåííàÿ î÷åðåäíîñòü â ïîäà÷å êîôå èëè ÷àÿ: ñíà÷àëà ïîñåòèòåëüíèöå-æåíùèíå, çàòåì ïîñåòèòåëÿì-ìóæ÷èíàì è â ïîñëåäíþþ î÷åðåäü – õîçÿèíó êàáèíåòà.  òîì æå ïîðÿäêå óáèðàþò èñïîëüçîâàííóþ ïîñóäó.
Èíîãäà ïîñåòèòåëè ðàñïîëàãàþòñÿ â êàáèíåòå ðóêîâîäèòåëÿ òàêèì
îáðàçîì, ÷òî òðóäíî ñîáëþñòè òðåáóåìóþ î÷åðåäíîñòü ïîäà÷è êîôå.
 ýòîì ñëó÷àå äîïóñêàåòñÿ, ÷òîáû ñåêðåòàðü îñòàâèëà ïîäíîñ ñ ÷àøêàìè è êîôåéíèêîì èëè ñ íàïîëíåííûìè óæå ÷àøêàìè íà ñòîëå, â
äîñòóïíîì ìåñòå, è ïîñåòèòåëè ñàìè áåðóò ÷àøêè ñ ïîäíîñà. Îáû÷íî
òàêóþ ôîðìó ïîäà÷è îïðåäåëÿåò õîçÿèí êàáèíåòà, ãîâîðÿ ñåêðåòàðþ:
«Îñòàâüòå ïîäíîñ çäåñü, ìû ñïðàâèìñÿ ñàìè».
Åùå îäíî íàïîìèíàíèå ðóêîâîäèòåëþ, íîñÿùåå õàðàêòåð ýòè÷åñêîé
íîðìû: ðóêîâîäèòåëü äîëæåí îäèíàêîâî ðîâíî îòíîñèòüñÿ êî âñåì
ñâîèì ïîä÷èíåííûì, äîëæíî èìåòü ìåñòî îäèíàêîâîå îáðàùåíèå ñî
âñåìè. Íåäîïóñòèìî âûäåëåíèå èç îáùåãî êîëëåêòèâà êîãî-ëèáî èç
ïîä÷èíåííûõ – ïî ïðèíöèïó «ëþáèì÷èêîâ», êîòîðûì âñå ïîçâîëåíî:
îïàçäûâàòü íà ñîâåùàíèÿ áåç óâàæèòåëüíîé ïðè÷èíû, âûõîäèòü âî
âðåìÿ ñîâåùàíèÿ, îïàçäûâàòü íà ðàáîòó è íå ïîëó÷àòü ïðè ýòîì çàìå÷àíèé è ò.ï. Ôàâîðèòèçì íå òîëüêî íå ñïîñîáñòâóåò åäèíåíèþ, âçàèìîïîíèìàíèþ, ñïëî÷åííîñòè êîëëåêòèâà, áîëåå òîãî, îí ðàçäåëÿåò
êîëëåêòèâ; âûçûâàåò íåýòè÷íûå ïîñòóïêè, ïðîäèêòîâàííûå çàâèñòüþ,
íåäîâåðèåì, âðàæäåáíûì îòíîøåíèåì, ïðèñòðàñòíîñòüþ, íåàäåêâàòíîé îöåíêîé ñèòóàöèè.
Òàê æå ïëîõî «ñâàëèâàòü» âñå îãðåõè è íåäîñòàòêè íà êîãî-ëèáî
èç ïîä÷èíåííûõ â êîëëåêòèâå, äàæå åñëè ýòîò ÷åëîâåê äåéñòâèòåëüíî èìååò íåäîñòàòêè â ðàáîòå èëè ñëóæåáíîì ïîâåäåíèè. Ðàçóìååòñÿ, òàêîå ïîâåäåíèå áóäåò îöåíåíî ðóêîâîäèòåëåì ñîîòâåòñòâóþùèì îáðàçîì, íî íåëüçÿ àïðèîðè âèäåòü â íåì âèíîâíèêà âñåõ
áåä êîëëåêòèâà.
Åñëè æå íåäîñòàòêè ïîä÷èíåííîãî íå èìåþò ïðÿìîãî îòíîøåíèÿ ê
ðàáîòå, ðóêîâîäèòåëþ ñëåäóåò îòíîñèòüñÿ ê íèì òåðïèìî è íà òàêîå æå
îòíîøåíèå íàñòðîèòü è äðóãèõ ÷ëåíîâ êîëëåêòèâà; ýòî ïîìîæåò ïðåäóïðåäèòü âîçìîæíûé êîíôëèêò è ðàñêîë â êîëëåêòèâå. Òàêèì îáðàçîì, ãðàìîòíûé, çíàþùèé, òàëàíòëèâûé ðóêîâîäèòåëü – äîñòàòî÷íî
äåìîêðàòè÷åí â îáðàùåíèè ñ ïîä÷èíåííûìè, îäíàêî óìååò äåðæàòü
íåîáõîäèìóþ äèñòàíöèþ, íå ïðåâðàùàÿ òåðïèìîñòü â ïàíèáðàòñòâî è
ôàìèëüÿðíîñòü, íå äîïóñêàåò ãðóáîñòè, çàçíàéñòâà, íå ëèöåìåðèò, íî
è íå ïðîÿâëÿåò áåñòàêòíîñòè.
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Íåîáõîäèìî ñêàçàòü íåñêîëüêî ñëîâ îá ýòèêå ïîâåäåíèÿ ðóêîâîäèòåëÿ âî âðåìÿ äåëîâîãî ñîâåùàíèÿ.
Ñîâåùàíèå ñëåäóåò íà÷èíàòü òî÷íî â íàçíà÷åííîå âðåìÿ, íå îæèäàÿ îïàçäûâàþùèõ, òàê êàê ñîáëþäåíèå ðåãëàìåíòà ñîâåùàíèÿ, â òîì
÷èñëå âðåìåíè åãî íà÷àëà, – çíàê óâàæåíèÿ ê ïðèñóòñòâóþùèì.
Ñòèëü ïðîâåäåíèÿ ñîâåùàíèÿ – ïðåäåëüíî äåëîâîé, ðóêîâîäèòåëü íå
äîëæåí ïðåäëàãàòü äëÿ îáñóæäåíèÿ âîïðîñû, íå îáîçíà÷åííûå â ïîâåñòêå
äíÿ, îòêëîíÿòüñÿ îò ðåãëàìåíòà. Íåëüçÿ «äàâèòü» íà ïîä÷èíåííûõ – ó÷àñòíèêîâ ñîâåùàíèÿ, íàâÿçûâàÿ èì òî èëè èíîå ðåøåíèå.
Äåìîêðàòè÷íîñòü, êðàòêîñòü, äåëîâèòîñòü, òî÷íîå ñëåäîâàíèå óñòàíîâëåííîìó ïîðÿäêó – îäíèì ñëîâîì, ñîáëþäåíèå ðóêîâîäèòåëåì
ýòèõ òðåáîâàíèé îáåñïå÷èò ýòèêó äåëîâîãî ñîâåùàíèÿ.
Íå ñòîèò òàêæå ðóêîâîäèòåëþ, ïðîâîäÿùåìó ñîâåùàíèå, ïîñòîÿííî ñìîòðåòü íà íàðó÷íûå ÷àñû. Ýòî ïðîèçâîäèò ãíåòóùåå âïå÷àòëåíèå
íà ó÷àñòíèêîâ, èì ìîæåò ïîêàçàòüñÿ, ÷òî îíè çðÿ ðàñòðà÷èâàþò âðåìÿ
ðóêîâîäñòâà. Íàäî â òîì ïîìåùåíèè, ãäå ïðîâîäèòñÿ ñîâåùàíèå, èìåòü
íàñòåííûå ÷àñû. Åñëè ýòîãî íåò ïî êàêîé-ëèáî ïðè÷èíå, à ñëåäèòü çà
âðåìåíåì íåîáõîäèìî, ñëåäóåò ñíÿòü íàðó÷íûå ÷àñû è, ïîëîæèâ èõ
ïåðåä ñîáîé, ñìîòðåòü íà íèõ ïî ìåðå íåîáõîäèìîñòè.
Íåýòè÷íî ðóêîâîäèòåëþ äîïðàøèâàòü îïîçäàâøåãî íà ñîâåùàíèå,
êàêîâà ïðè÷èíà åãî îïîçäàíèÿ. Íå ñòîèò ïðåðûâàòü èç-çà ýòîãî õîä
ñîâåùàíèÿ; è îïîçäàâøåìó íå ñëåäóåò îáúÿñíÿòü ïðè÷èíó. Äåëîâîé
÷åëîâåê íå îïîçäàåò, íî åñëè ýòî âñå æå ñëó÷èëîñü, î÷åâèäíî, äëÿ
ýòîãî åñòü âåñêàÿ ïðè÷èíà. Îäíàêî ïîñëå ñîâåùàíèÿ ðóêîâîäèòåëþ âñå
æå èìååò ñìûñë âûÿñíèòü, ÷òî çàñòàâèëî ïîä÷èíåííîãî îïîçäàòü, èëè
õîòÿ áû ñäåëàòü åìó çàìå÷àíèå. È ñîâåðøåííî èñêëþ÷àåòñÿ ñ òî÷êè
çðåíèÿ ýòèêè îïîçäàíèå íà ñîâåùàíèå ñàìîãî ðóêîâîäèòåëÿ.
Ðóêîâîäèòåëþ ñëåäóåò ïîñòîÿííî êîíòðîëèðîâàòü ñåáÿ â êîíòàêòàõ ñ
ïîä÷èíåííûìè, ïîìíÿ, ÷òî êàæäûé ïîä÷èíåííûé – íå òîëüêî èñïîëíèòåëü îïðåäåëåííûõ ñëóæåáíûõ ôóíêöèé, íî è ëè÷íîñòü, èìåþùàÿ
ñâîè èíòåðåñû, ëè÷íûå öåëè, ñîáñòâåííîå ìíåíèå î ñâîåé ðàáîòå è åå
öåííîñòè è êà÷åñòâå. Ðóêîâîäèòåëü äîëæåí îòíîñèòüñÿ ñ óâàæåíèåì ê
êàæäîìó ïîä÷èíåííîìó, óêðåïëÿòü â íåì âåðó â ñåáÿ, â ñâîè ñïîñîáíîñòè, â ñâîé òâîð÷åñêèé ïîòåíöèàë.
Âîñïèòàííîñòü è äðóãèå íåîáõîäèìûå êà÷åñòâà, ýòè÷íîå ïîâåäåíèå è
ïîñòóïêè ðóêîâîäèòåëÿ âñåãäà «íà âèäó» ó ïîä÷èíåííûõ. Êàê âåäåò ñåáÿ
ðóêîâîäèòåëü, òàê, ðàíî èëè ïîçäíî, áóäóò ñåáÿ âåñòè è âñå åãî ïîä÷èíåííûå. Ïðàêòèêà ïîêàçûâàåò, ÷òî äàæå åñëè â ãðóïïå, âîçãëàâëÿåìîé äàííûì ðóêîâîäèòåëåì, åñòü ñîòðóäíèê, èìåþùèé ñîáñòâåííóþ, èíäèâèäóàëüíóþ ìàíåðó ïîâåäåíèÿ, ïî ïðîøåñòâèè íåêîòîðîãî âðåìåíè íîðìû
95
ïîâåäåíèÿ ðóêîâîäèòåëÿ è äðóãèõ ÷ëåíîâ êîëëåêòèâà âîçîáëàäàþò íàä åãî
ëè÷íûìè íîðìàìè.
Îñîáî ñëåäóåò îñòàíîâèòüñÿ íà ýòèêåòå ðóêîâîäèòåëÿ âûñøåãî ðàíãà,
ò.å ïåðâîãî ëèöà îðãàíèçàöèè. Ðóêîâîäèòåëü îðãàíèçàöèè (ïðåçèäåíò, ãåíåðàëüíûé äèðåêòîð, ðåêòîð, ïðåäñåäàòåëü ïðàâëåíèÿ) ÿâëÿåòñÿ ëèöîì
âñåé îðãàíèçàöèè. Ïî åãî âíåøíåìó âèäó, ìàíåðå âåñòè ñåáÿ, ïî ñòåïåíè
âûïîëíåíèÿ èì òðåáîâàíèé äåëîâîãî ýòèêåòà ñóäÿò îáî âñåé îðãàíèçàöèè;
îäíà ìåëêàÿ, íî íåóäà÷íàÿ äåòàëü â ïîâåäåíèè, îäèí, äàæå íåçíà÷èòåëüíûé, íî íåýòè÷íûé ïîñòóïîê, ìîãóò èñïîðòèòü âïå÷àòëåíèå îêðóæàþùèõ
îá îðãàíèçàöèè â öåëîì.
Ïîýòîìó ïðîòîêîëüíàÿ ãðóïïà îðãàíèçàöèè, íåçàâèñèìî îò òîãî, íàñêîëüêî îíà ìíîãî÷èñëåííà, è ñàì ðóêîâîäèòåëü, ÿâëÿþùèéñÿ ïåðâûì
ëèöîì äàííîé îðãàíèçàöèè, íå èìåþò ïðàâà íå óäåëÿòü âíèìàíèÿ âíåøíåìó îáëèêó.
Îäåæäà, ìàíåðû, ïîâåäåíèå, âíåøíåå ïðîÿâëåíèå íàñòðîåíèÿ – âñå
äîëæíî áûòü áåçóïðå÷íî. Îòìåòèì, ÷òî â áîëüøèíñòâå ñëó÷àåâ îäåæäà
÷åëîâåêà îïðåäåëÿåò åãî ñòàòóñ, à ïîñêîëüêó ñòàòóñ ïåðâîãî ëèöà îðãàíèçàöèè – ñàìûé âûñîêèé äëÿ äàííîé ôèðìû, åìó ðàçðåøàþòñÿ è äàæå
ðåêîìåíäóþòñÿ ñîîòâåòñòâóþùèå àòðèáóòû åãî ïîëîæåíèÿ: äîðîãèå àêñåññóàðû, áîëåå óâåðåííàÿ è ðåøèòåëüíàÿ ìàíåðà âåñòè ñåáÿ è ò.ï.
Ðóêîâîäèòåëÿì âñåõ ðàíãîâ ñëåäóåò ó÷èòûâàòü ñïåöèôèêó îáùåíèÿ ñ
ïðåäñòàâèòåëÿìè ñðåäñòâ ìàññîâîé èíôîðìàöèè. Ðóêîâîäèòåëÿì, îñîáåííî
ïåðâûì ëèöàì îðãàíèçàöèè, öåëåñîîáðàçíî ïðè îáðàùåíèè ñ æóðíàëèñòñêèìè êðóãàìè âíèìàòåëüíî ñëåäèòü çà ñâîèìè îòâåòàìè íà âîïðîñû, íå
äîïóñêàÿ òîãî, ÷òîáû òå èëè èíûå ñëîâà áûëè èñêàæåíû, òâåðäî è ðåøèòåëüíî ïðåñåêàòü âîçíèêàþùåå ó íåêîòîðûõ æóðíàëèñòîâ æåëàíèå ïðåâðàòèòü êàêîå-ëèáî ñîîáùåíèå â íåêèé «æàðåíûé» ôàêò. Ýòî òðóäíî, òåì
áîëåå ÷òî ðóêîâîäèòåëü ïðîñòî íå èìååò ïðàâà ñàì äåìîíñòðèðîâàòü íåýòè÷íîñòü, àìîðàëüíîñòü, ïðîÿâëÿþùóþñÿ, íàïðèìåð, äàæå â òàêîé, êàçàëîñü áû, íåâèííîé âåùè, êàê èçëèøíÿÿ ýìîöèîíàëüíàÿ îêðàøåííîñòü
âûñêàçûâàíèé èëè â äîïóùåíèè â ðå÷è æàðãîííûõ âûðàæåíèé, äàæå åñëè
ýòî «âåäîìñòâåííûé» æàðãîí.
Èòàê, åñëè ñ ìåíåäæåðà íèçîâîãî èëè ñðåäíåãî óðîâíÿ ïîâûøåííûé
ñïðîñ â ìîðàëüíîì ïëàíå, òî ñ ïåðâîãî ëèöà ýòè÷åñêèé ñïðîñ èìååò òàêîé
âûñîêèé óðîâåíü, ÷òî «ïðîñòûì ñìåðòíûì» ýòó ïëàíêó ñíèçó äàæå íå
âèäíî!
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×àñòü III. ÏÑÈÕÎËÎÃÈß
ÄÅËÎÂÎÃÎ ÎÁÙÅÍÈß
Ãëàâà 14.
ÏÑÈÕÎËÎÃÈß ÇÀÂßÇÛÂÀÍÈß ÄÅËÎÂÛÕ
ÏÀÐÒÍÅÐÑÊÈÕ ÎÒÍÎØÅÍÈÉ
×òî òàêîå èñêóññòâî äåëîâûõ áåñåä è ïåðåãîâîðîâ? Óìåíèå îáâåñòè ïàðòíåðà âîêðóã ïàëüöà? Óáåäèòü åãî çàêëþ÷èòü
ñ âàìè ñîãëàøåíèå? «Âñó÷èòü» íåãîäíûé òîâàð? Íåò. Ýòî èñêóññòâî è
íàóêà — ïîíèìàòü äðóã äðóãà, ñîçäàâàòü òàêèå óñëîâèÿ, êîãäà ïàðòíåð
ñàì ñåáÿ óáåæäàåò â òîì, ÷òî âàøè òîâàðû è óñëóãè åìó êðàéíå íåîáõîäèìû.
Äåëîâóþ æèçíü âåäóò ñàìûå ðàçíûå ëþäè. Ó íèõ ðàçíûå õàðàêòåðû, òåìïåðàìåíòû, îïûò, èäåè. Åñëè âû õîðîøî ïîíèìàåòå ñâîåãî
ïàðòíåðà, çíà÷èò, çíàåòå, ÷åãî îí íà ñàìîì äåëå õî÷åò. À ýòî — óñëîâèå óñïåõà íà ïåðåãîâîðàõ.
Òîìó, êòî íå óìååò ëàäèòü ñ ëþäüìè, íåëüçÿ çàíèìàòüñÿ áèçíåñîì
èëè ïîëèòèêîé, ïîòîìó ÷òî íàñ ÷àñòî ïóãàþò íå ðèñê, à íåîæèäàííîñòè è íåêîìïåòåíòíîñòü ïàðòíåðà.
Ïðåæäå ÷åì íà÷àòü äåëîâóþ áåñåäó èëè ïåðåãîâîðû ñ ïîòåíöèàëüíûì ïàðòíåðîì, íåîáõîäèìî âñòóïèòü ñ íèì â êîíòàêò, ñäåëàâ ýòî ïî
âîçìîæíîñòè ýôôåêòèâíî. Ýòî è áóäåò íà÷àëîì äåëîâûõ ïàðòíåðñêèõ
îòíîøåíèé.
Ëþáîé äîáüåòñÿ â õîäå ïåðåãîâîðîâ áîëüøåãî, åñëè ïîíðàâèòñÿ
ñâîåìó ïàðòíåðó. Íàì ïðèÿòíî èìåòü äåëî ñ òåì, êòî íðàâèòñÿ. Âàì
âñåãäà óñòóïÿò, åñëè óâèäÿò, ÷òî âû — ÷åëîâåê ïîðÿäî÷íûé, îòêðûòûé è äðóæåëþáíûé.
Ðå÷ü èäåò íå î òîì, ÷òîáû îáìàíóòü, ïðèòâîðèâøèñü õîðîøèì.
Âîïðîñ â òîì, ÷òîáû ïðîÿâèòü ñâîè ëó÷øèå ïîëîæèòåëüíûå êà÷åñòâà
è íàìåðåíèÿ ïðè çíàêîìñòâå. À òàêæå â òîì, ÷òîáû ïðè âçãëÿäå íà
ïðîáëåìó ðàññìàòðèâàòü ñåáÿ êàê ÷àñòü ýòîé ïðîáëåìû.
Ìû äîëæíû ïðîéòè íàâñòðå÷ó ïàðòíåðó íà êèëîìåòð áîëüøå, ÷åì
îí íàâñòðå÷ó íàì, — òàêîâà îäíà èç ãëàâíûõ ïñèõîëîãè÷åñêèõ ïðåäïî97
ñûëîê óñïåõà. Äëÿ ýòîãî ñëåäóåò çíàòü è ó÷èòûâàòü íåêîòîðûå ïñèõîëîãè÷åñêèå çàêîíîìåðíîñòè îáùåíèÿ.
Áóäüòå ñàìèì ñîáîé.  ñòðåìëåíèè ïðîèçâåñòè õîðîøåå âïå÷àòëåíèå ëþäè ÷àñòî çàáûâàþò î ïåðâîé çàïîâåäè îáùåíèÿ — áûòü ñàìèìè
ñîáîé. Ìåæäó òåì åùå Ñòåíäàëü çàìåòèë, ÷òî «ñòàðàòüñÿ áûòü ñàìèì
ñîáîþ — åäèíñòâåííîå ñðåäñòâî èìåòü óñïåõ».
Íàìåðåíèå ïîõîäèòü íà Ó. ×åð÷èëëÿ, Øòèðëèöà è Ðýìáî èëè æå íà
Ì. Òýò÷åð è Ì. Ìîíðî â ëó÷øåì ñëó÷àå ñïîñîáíî âûçâàòü óëûáêó.
Ïîäðàæàíèå âñåãäà âåäåò ê óòðàòå èíäèâèäóàëüíîñòè. Íååñòåñòâåííûé
âèä è ïîñòóïêè ìîãóò âûçâàòü òîëüêî íåäîâåðèå è îòïîð. Íàèáîëåå
áëàãîïðèÿòíîå âïå÷àòëåíèå ìû ïðîèçâîäèì òîãäà, êîãäà âåäåì ñåáÿ
åñòåñòâåííî. Èìèäæ äîëæåí îñíîâûâàòüñÿ íà âàøåì ß. Ëþäè, ñ êîòîðûìè âû îáùàåòåñü, äîëæíû âèäåòü âàñ íàñòîÿùåãî, à íå èñêóññòâåííóþ ìîäèôèêàöèþ âàøåé âíóòðåííåé ñóùíîñòè.
Âû áóäåòå âåñòè ñåáÿ áîëåå åñòåñòâåííî, åñëè âûðàáîòàåòå ñïîêîéíîå îòíîøåíèå ê èñõîäó äåëîâîé áåñåäû èëè ïåðåãîâîðîâ. Èçáàâüòåñü
îò ìûñëè, ÷òî âñå — âàø äîì, êàðüåðà, ñ÷åò â áàíêå — çàâèñèò îò
óìåíèÿ âåñòè ïåðåãîâîðû. Ëþáàÿ äåëîâàÿ áåñåäà ñîäåðæèò ýëåìåíòû
èãðû. ×òîáû èãðàòü ðåçóëüòàòèâíî, íóæíî ïîëó÷àòü óäîâîëüñòâèå îò
èãðû, èñïûòûâàòü îõîòíè÷èé àçàðò. ×ðåçìåðíîå âîëíåíèå ìîæåò ïåðåðàñòè â íåðâîçíîñòü èëè ñòðàõ, â ðåçóëüòàòå ëåãêî ñïîòêíóòüñÿ íà
ðîâíîì ìåñòå. Èñïîëüçóéòå ðàçëè÷íûå ñðåäñòâà, ÷òîáû ñíÿòü íàïðÿæåíèå ïåðåä âñòðå÷åé.
×òîáû âûãëÿäåòü åñòåñòâåííî è èñêðåííå, ñìîòðèòå âàøåìó ñîáåñåäíèêó â ãëàçà. Íå ñòåñíÿéòåñü äåìîíñòðèðîâàòü îòêðûòîñòü, èñêðåííîñòü, óëûáêó. Óëûáêà íå ñòîèò íè÷åãî, íî ñîçäàåò ìíîãîå. Ðàçóìååòñÿ, óëûáêà íå ÿâëÿåòñÿ âàøåé îáÿçàííîñòüþ, îäíàêî îíà ïîìîãàåò
ðàñïîëîæèòü ê ñåáå ëþäåé; áåç óëûáêè ñäåëàòü ýòî íàìíîãî òðóäíåå.
Íå çàáûâàéòå ïðîñòóþ èñòèíó: õîòèòå ÷òî-òî ïîëó÷èòü — áóäüòå áîëåå
îòêðûòûìè. Ñàìûé îïòèìàëüíûé ïóòü — îáìåí èíôîðìàöèåé. Åñëè âû
ïåðâûì ïðîÿâèòå èíèöèàòèâó, ýòî îáÿæåò ñîáåñåäíèêà îòâåòèòü òåì æå.
Ñîâðåìåííûé äåëîâîé ýòèêåò äîïóñêàåò çíàêîìñòâî áåç ïðåäñòàâëåíèÿ òðåòüèì ëèöîì (ðåêîìåíäàöèè ïîñëåäíåãî, åñëè ýòî ëèöî
àâòîðèòåòíîå, øàíñû íà óñïåõ, áåçóñëîâíî, ïîâûøàþò). Ôîðìóëû çíàêîìñòâà ìîãóò áûòü ðàçíûìè. Íàäî ëèøü èçáåãàòü øòàìïîâ âðîäå
«ß, êàæåòñÿ, Âàñ ãäå-òî âñòðå÷àë?»  ñàìîì íà÷àëå íåîáõîäèìî íàçâàòü
ñåáÿ è òî, ÷åì âû çàíèìàåòåñü. Ñëåäóåò ïîìíèòü î ñîïðîâîæäàþùèõ
îáñòîÿòåëüñòâàõ. Âàøåìó ëó÷øåìó ß òðóäíî áóäåò ïðîÿâèòüñÿ, åñëè âû
çíàêîìèòåñü ñ ðåñïåêòàáåëüíûì ïðåäïðèíèìàòåëåì â îôèöèàëüíîé
îáñòàíîâêå, à ñàìè îäåòû â ñâèòåð è ïîíîøåííûå äæèíñû.
98
Äóìàéòå ïîçèòèâíî è áóäüòå îïòèìèñòè÷íû.  òå÷åíèå äîëãèõ
âåêîâ ìóäðåöû íå óñòàþò ïîâòîðÿòü: «Âû åñòü òî, ÷òî Âû î ñåáå
äóìàåòå». Âàøà æèçíü åñòü ñëåïîê ñ âàøåãî ïðåäñòàâëåíèÿ î ñåáå. Ëþäè,
äîáèâøèåñÿ óñïåõà, ÷àùå âñåãî ìûñëÿò ïîçèòèâíî, äåéñòâóþò ñ îïòèìèçìîì. Ýòî ëþäè äåéñòâèÿ. Îíè îáëàäàþò âíóòðåííåé ðàñêîâàííîñòüþ, óâåðåííûì âèäîì, àóðîé äîâåðèÿ, ãîòîâíîñòüþ ê ðèñêó è ñèëüíî ðàçâèòûì ÷óâñòâîì ñîáñòâåííîãî äîñòîèíñòâà. Îíè îïòèìèñòè÷íî
îòíîñÿòñÿ ê ñåáå, è èõ óâåðåííîñòü ïðîåöèðóåòñÿ íà îêðóæàþùèõ.
Îïòèìèçì — êëþ÷åâîå ñëîâî ëþáîé ôîðìóëû óñïåõà, â òîì ÷èñëå
âàøåé. Îïòèìèçì — êâèíòýññåíöèÿ ïðàâèëüíîãî ïîäõîäà ê äåëó è
ïàðòíåðó, îáùèé çíàìåíàòåëü óäà÷è ìíîãèõ ïðîöâåòàþùèõ ëþäåé.
Âû ìîæåòå îáëàäàòü çàìå÷àòåëüíûìè êà÷åñòâàìè, íî åñëè â äåëîâîé æèçíè ïðîÿâèòå íåðåøèòåëüíîñòü è ñëàáîñòü, òî âàøè äîñòîèíñòâà ïðîïàäóò äàðîì. Ñòðàõ ïåðåä âîçìîæíûì ïðîâàëîì ïðàêòè÷åñêè ãàðàíòèðóåò âàì íåóäà÷ó. Ïîýòîìó äóìàéòå ïîçèòèâíî è âåðüòå â ñåáÿ, â ñâîé óñïåõ. Íå òðàòüòå ñèëû íà ðàçìûøëåíèÿ î âîçìîæíîé
íåóäà÷å.
 îòíîøåíèÿõ äåëîâûõ ëþäåé íåò áîëåå ìîùíîé ñèëû, ÷åì ýíåðãè÷íûé è óâåðåííûé â ñåáå ïàðòíåð. Îò êàæäîãî ÷åëîâåêà èñõîäÿò
ôëþèäû íà ïîòåíöèàëüíîãî ïàðòíåðà. Ïîñëåäíèé æå ñòðåìèòñÿ èìåòü
äåëî ñ óâåðåííûì, óäà÷ëèâûì ÷åëîâåêîì, êîòîðîìó ñîïóòñòâóåò óñïåõ, à íåóäà÷íèêà ñòàðàþòñÿ èçáåãàòü, õîòÿ áû è èç ñóåâåðèÿ. Óäà÷ëèâûå ëþäè ìîãóò òåðïåòü íåóäà÷è, îäíàêî ñïîñîáíû ïðåîäîëåâàòü èõ,
íå òåðÿÿ îïòèìèçìà.
Äåìîíñòðèðóéòå âñåì ñâîèì îáëèêîì óâåðåííîñòü, èçëó÷àéòå îïòèìèçì — è âû ñîçäàäèòå õîðîøóþ îñíîâó äëÿ ïëîäîòâîðíûõ äåëîâûõ
êîíòàêòîâ ñ âîçìîæíûì ïàðòíåðîì.
Ïðîÿâëÿéòå èíòåðåñ ê äðóãèì. Ýòî ëó÷øèé ñïîñîá âûçâàòü èíòåðåñ ê
ñåáå. Åñëè âû õîòèòå, ÷òîáû ñîáåñåäíèê ïðîÿâèë ê âàì âíèìàíèå, áóäüòå
âíèìàòåëüíû ê íåìó ñàìè. Ëþäåé áîëüøå èíòåðåñóåò ñâîÿ æèçíü, ÷åì ÷üÿ
áû òî íè áûëî. È åñëè âû, ðàçãîâàðèâàÿ ñ ïàðòíåðîì, äåìîíñòðèðóåòå áåçðàçëè÷íûé âçãëÿä è áåçó÷àñòíîå ëèöî, äîæèäàÿñü ìîìåíòà ïåðåâîäà áåñåäû
íà âîëíóþùèå âàñ òåìû, âðÿä ëè âû ìîæåòå ðàññ÷èòûâàòü íà áîëüøåå, ÷åì
ïîäîáíàÿ æå áåññòðàñòíàÿ è õîëîäíàÿ ðåàêöèÿ.
Èíòåðåñ ê ñîáåñåäíèêó äîëæåí áûòü èñêðåííèì. Ôàëüøü âñåãäà
çàìåòíà. Ïîýòîìó áóäüòå âíèìàòåëüíû ê ñîáåñåäíèêó, äàæå ôèçè÷åñêè.
Çàéìèòå ïîëîæåíèå ëèöîì ê ëèöó. Íå èçáåãàéòå âèçóàëüíîãî êîíòàêòà, ñìîòðèòå â ãëàçà.
Áóäüòå õîðîøèì ñëóøàòåëåì. Áûòü õîðîøèì ñëóøàòåëåì — ïðåæäå
âñåãî óìåòü ñëóøàòü, óñâàèâàÿ ìûñëè è ïîíèìàÿ ðåàêöèè ïàðòíåðà.
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Íå ñëó÷àéíî äðåâíåãðå÷åñêèé ôèëîñîô Çåíîí èçðåê, ÷òî «äâà óõà è îäèí
ÿçûê íàì äàíû äëÿ òîãî, ÷òîáû áîëüøå ñëóøàòü è ìåíüøå ãîâîðèòü».
Óìåíèå ñëóøàòü îñîáåííî âàæíî äëÿ ëþäåé, çàíèìàþùèõ âûñîêîå
ñëóæåáíîå ïîëîæåíèå. Ïðîäåìîíñòðèðîâàòü, ÷òî âû âíèìàòåëüíî ñëóøàåòå ñîáåñåäíèêà, ìîæíî ñëåäóþùèì îáðàçîì: ïîäàòü êîðïóñ âïåðåä;
ðåàãèðîâàòü íà ñêàçàííîå ðåïëèêàìè; çàäàâàòü ñîáåñåäíèêó âîïðîñû.
Âðåìÿ îò âðåìåíè ïðîâåðÿéòå, íàñêîëüêî òî÷íî âû ïîíÿëè ïàðòíåðà. Ïîâòîðèòå åãî òî÷êó çðåíèÿ âñëóõ, ÷òîáû îí ìîã åå ïîäòâåðäèòü
èëè ïîïðàâèòü. Òàêèì îáðàçîì âû àäåêâàòíî âîñïðèíèìàåòå ìûñëè
ñîáåñåäíèêà, à îí âèäèò, ÷òî âû âíèìàòåëüíû è ñåðüåçíî îòíîñèòåñü
ê íåìó. Õîðîøåå âïå÷àòëåíèå ïðîèçâîäèò ôèêñàöèÿ ñêàçàííîãî íà áóìàãå.  ñâîþ î÷åðåäü, ñîáåñåäíèê, âèäÿ èíòåðåñ ê ñåáå, íåâîëüíî
ïîñòàðàåòñÿ áîëåå ÷åòêî ôîðìóëèðîâàòü ñâîè ìûñëè. Îí îáÿçàòåëüíî
âîçíàãðàäèò âàñ çà âàøå âíèìàíèå ñâîèì âíèìàíèåì.
Ïîä÷åðêèâàéòå ìîìåíòû îáùíîñòè. Äðóæåëþáíûé, ðàñïîëàãàþùèé
ê ñîòðóäíè÷åñòâó òîí âûçûâàåò áëàãîæåëàòåëüíîå îòíîøåíèå ñîáåñåäíèêà. Ïîýòîìó íè ïðè êàêèõ îáñòîÿòåëüñòâàõ (çà èñêëþ÷åíèåì êàêèõëèáî îñîáåííûõ, òîëüêî âàì èçâåñòíûõ ìîòèâîâ èëè ñîçíàòåëüíî âûáðàííîé âàìè òàêòèêè) íå ñëåäóåò íà÷èíàòü ðàçãîâîð ñ êîíôëèêòíûõ
ìîìåíòîâ è ñïîðíûõ òåì. Åäâà ëè è âû áóäåòå äîâîëüíû, åñëè íà âàñ
îáðóøàò ãðàä óïðåêîâ, ïðåòåíçèé è ïîäîçðåíèé, äàæå íå óñïåâ ïîçäîðîâàòüñÿ.
Ñ ïåðâûõ æå ìèíóò èçáåãàéòå êîíôðîíòàöèè. Íàéäèòå îáùèå èíòåðåñû. Ïðîäåìîíñòðèðóéòå ñâîå óâàæåíèå. È ëèøü çàòåì îáñóäèòå òî, íà
÷òî âàø ñîáåñåäíèê ñìîòðèò èíà÷å. Òîãäà êîíôëèêòû íå âîçíèêíóò
Óñèëèÿ ïî ñîçäàíèþ àòìîñôåðû äîâåðèÿ è äîáðîæåëàòåëüíîñòè — íå
ïóñòàÿ òðàòà âðåìåíè. Êîãäà çàêèïÿò ñòðàñòè, âîçìîæíî, òîëüêî ýòî è
óäåðæèò ñòîðîíû çà îäíèì ñòîëîì. Íå ñëó÷àéíî äåëîâûå ëþäè âî âñåì
ìèðå òðàòÿò óéìó âðåìåíè, óñòàíàâëèâàÿ ëè÷íûå îòíîøåíèÿ ñî ñâîèìè ïàðòíåðàìè: èãðàþò â ãîëüô, âìåñòå îáåäàþò, ïðîñòî âñòðå÷àþòñÿ;
êîãäà æå äåëî äîõîäèò äî ïåðåãîâîðîâ, òî âàæíåéøèå âîïðîñû îêàçûâàþòñÿ óæå âûÿñíåííûìè.
Ýòî çàêîí ïñèõîëîãèè è êóëüòóðû ÷åëîâå÷åñêèõ îòíîøåíèé. Ñïîðùèêîâ ïî ëþáîìó ïîâîäó, îñîáåííî íåçíà÷èòåëüíîìó, íå ëþáÿò. Âïðî÷åì, êàê è «ñîãëàøàòåëåé». Óâàæàþò è öåíÿò òåõ, êòî èìååò ñâîþ ïîçèöèþ è ìîæåò åå îòñòîÿòü, íî ïðè ýòîì îòêðûò äëÿ èçìåíåíèÿ ñâîåé
òî÷êè çðåíèÿ, äîñòóïåí äëÿ óáåæäåíèÿ è ñêëîíåí ó÷èòüñÿ ó äðóãèõ.
Åñëè ïåðåä âàìè ïàðòíåð, êîòîðûé ñ÷èòàåò, ÷òî îí âñåì îáÿçàí
èñêëþ÷èòåëüíî ñåáå, ñàìûé ïðîñòîé ñïîñîá äîáèòüñÿ îò íåãî òîãî,
÷òî âàì íóæíî, — âíóøèòü åìó, ÷òî ýòî åãî ñîáñòâåííàÿ èäåÿ.
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Âûðàæàéòå èñêðåííåå îäîáðåíèå. Ëþäè âñåãäà, ÷àñòî íåïðîèçâîëüíî, ñòàðàþòñÿ ïîä÷åðêíóòü ñâîþ öåííîñòü è çíà÷èìîñòü. Óêðåïëÿåò èõ
â ýòîì îäîáðåíèå èõ èäåé è ïîñòóïêîâ äðóãèìè. Èñêðåííÿÿ ïîõâàëà
ñïîñîáñòâóåò õîðîøåìó íàñòðîåíèþ è æèçíåííîìó òîíóñó.
Âûðàæåíèÿ òèïà «Ýòî Âû î÷åíü òî÷íî ïîäìåòèëè», «Ñðàçó âèäíî,
÷òî Âû ñëîâ íà âåòåð íå áðîñàåòå», «ß ñ Âàìè ïîøåë áû â ðàçâåäêó»,
ïîõâàëà äîñòèæåíèé ñîáåñåäíèêà â äåëàõ, â çíàíèè èíîñòðàííîãî ÿçûêà
è ò. ä. — âñå ýòî çàêëàäûâàåò õîðîøóþ îñíîâó äëÿ äàëüíåéøèõ îòíîøåíèé. Ïóñòü ëè÷íîñòü ïàðòíåðà ïðè çíàêîìñòâå ïðåäñòàíåò âî âñåì áëåñêå,
à âû ïðèìåòå âòîðîñòåïåííóþ ðîëü.
Íóæíî ëèøü ñîáëþäàòü äâà óñëîâèÿ: 1) èñêðåííîñòü (â ïðîòèâíîì
ñëó÷àå ýòî äåøåâûé êîìïëèìåíò èëè ëåñòü); 2) ïîõâàëà, êîìïëèìåíò,
îäîáðåíèå íå äîëæíû ïðåñëåäîâàòü î÷åâèäíîé öåëè (èíà÷å ýòî ôàëüøü,
è ëþäè ïðåêðàñíî åå ÷óâñòâóþò). Íåîáõîäèìû òàêèå âûðàæåíèÿ è
èíòîíàöèè, â êîòîðûõ ïðèñóòñòâîâàëè áû ñäåðæàííîñòü è òàêò.
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Ãëàâà 15.
ÏÐÎÁËÅÌÛ ÎÁÙÅÍÈß
Èñòî÷íèêè îøèáî÷íîãî âîñïðèÿòèÿ äðóãèõ ëþäåé.
Åäâà ëè ìîæíî íàéòè ÷åëîâåêà, êîòîðûé áû íå ñîâåðøàë îøèáîê.
Âîïðîñ â òîì, ÷òîáû ýòè îøèáêè íå áûëè ðîêîâûìè, è â òîì, ÷òîáû
íàó÷èòüñÿ èçâëåêàòü èç íèõ óðîêè.
Îäíîé èç ñåðüåçíåéøèõ òðóäíîñòåé â îáùåíèè ñ ïàðòíåðàìè ÿâëÿåòñÿ îøèáî÷íîå, íåàäåêâàòíîå èõ âîñïðèÿòèå. Ïðè÷èí òîìó íåñêîëüêî.
Ìíåíèÿ äðóãèõ ëèö. Ïîëîæèâøèñü íà ìíåíèå ñâîèõ çíàêîìûõ, ìû
ðèñêóåì îêàçàòüñÿ â ïëåíó ïðåäóáåæäåíèé — íåâàæíî êàêèõ, ïîëîæèòåëüíûõ èëè îòðèöàòåëüíûõ.  îäíîì ñëó÷àå ìîæåì ïðèîáðåñòè ÿâíî
íåíàäåæíîãî ïàðòíåðà, â äðóãîì — ïîòåðÿòü ïåðñïåêòèâíîãî ïàðòíåðà.
È äàëåêî íå âñåãäà âîçìîæíî ïîíÿòü, ÷òî çà ýòèì ñòîèò — ÷üå-òî
ñóáúåêòèâíîå ìíåíèå èëè äåéñòâèÿ êîíêóðåíòîâ.
Ïåðâîå âïå÷àòëåíèå. Ïåðâîå âïå÷àòëåíèå ìîæåò áûòü âåðíûì. Íî
äàæå î÷åíü èñêóøåííûé ÷åëîâåê íå çàñòðàõîâàí îò îøèáêè. Æåëàíèå
áûñòðåå ñîðèåíòèðîâàòüñÿ â ñèòóàöèè, ðàçîáðàòüñÿ â ïàðòíåðå âåäåò ê
ïîñïåøíîñòè â ñóæäåíèÿõ è îøèáêàì â îöåíêàõ. Ýòî, áåçóñëîâíî,
âðåäèò íàøèì îòíîøåíèÿì ñ ëþäüìè.
Âíåøíèé âèä. Íåñìîòðÿ íà ïðåäîñòåðåæåíèÿ òèïà: «Ïî îäåæêå âñòðå÷àþò, ïî óìó ïðîâîæàþò» èëè «Íå âñå òî çîëîòî, ÷òî áëåñòèò», âíåøíèé âèä î÷åíü âàæåí. Ëèöî, ôèãóðà, îäåæäà — âñå ýòî àêòèâíî
âëèÿåò íà íàøå âîñïðèÿòèå. Âíåøíå ïðèâëåêàòåëüíûå ëþäè ðàñöåíèâàþòñÿ êàê áîëåå èíòåðåñíûå, óðàâíîâåøåííûå, îáùèòåëüíûå, õîòÿ
ýòî íèêàê íå ñâÿçàíî ñ èõ äåëîâûìè êà÷åñòâàìè. Âíåøíå íåïðèâëåêàòåëüíûå ëþäè çà÷àñòóþ ñòàíîâÿòñÿ æåðòâàìè íàøèõ ïðåäóáåæäåíèé,
ïîëó÷àÿ íåñïðàâåäëèâî çàíèæåííûå îöåíêè.
Äðóãàÿ êðàéíîñòü — îòíîñèòüñÿ ê ïðèâëåêàòåëüíîñòè ñ ïîäîçðåíèåì, óñìàòðèâàòü â íåé ïîäâîõ. Äåéñòâèòåëüíî, âíåøíèé áëåñê ìîæåò
ñêðûâàòü óáîãîå ñîäåðæàíèå, ââîäèòü â çàáëóæäåíèå è âûçûâàòü, â
êîíå÷íîì ñ÷åòå, ãëóáîêîå ðàçî÷àðîâàíèå. Èçëèøíå, íàïîìèíàòü, ÷òî
ïðÿìîé ïðè÷èííî-ñëåäñòâåííîé ñâÿçè ìåæäó âíåøíîñòüþ è äåëîâûìè
êà÷åñòâàìè íåò.
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Ñòåðåîòèïû. ×àñòî, î÷åíü ÷àñòî ìû îöåíèâàåì ëþäåé, îñíîâûâàÿñü íà ñòåðåîòèïàõ — øèðîêî ðàñïðîñòðàíåííûõ îáîáùåíèÿõ, êîòîðûå ìàëî èëè âîîáùå íèêàê íå ñâÿçàíû ñ äåéñòâèòåëüíîñòüþ. Îáúåêòàìè ñòåðåîòèïîâ ìîãóò áûòü ïîë, íàöèîíàëüíîñòü, êîëè÷åñòâî è öâåò
âîëîñ, îáðàçîâàíèå èëè îòñóòñòâèå òàêîâîãî è ò.ä.
Ïðèìåðû ñòåðåîòèïîâ ðàçíîîáðàçíû. «Òîëñòûé ÷åëîâåê, ñêîðåå âñåãî äîáð». «×åëîâåê ñ óçêèìè ãóáàìè — çëîé». «Â î÷êàõ — èíòåëëèãåíò».
«Âñå æåíùèíû çà ðóëåì — óãðîçà äâèæåíèþ». «Âñå ìîëîäûå ëþäè ñ
äëèííûìè âîëîñàìè — õèïïè». «Âñå ôèíàíñèñòû ñêó÷íû â îáùåíèè»
è ò. ä. Ýòè ñòåðåîòèïû ââîäÿò â çàáëóæäåíèå, îò êîòîðîãî áîëüøå âñåõ
ñïîñîáåí ïîñòðàäàòü ñàì çàáëóæäàþùèéñÿ, ëèøèâøèñü ïîòåíöèàëüíîãî ïàðòíåðà.
Ñòåðåîòèïû âîçíèêàþò ïîòîìó, ÷òî ìû âñåãäà èùåì êðàò÷àéøèé
ïóòü ê ðåøåíèþ, ïóòü íàèìåíüøåãî ñîïðîòèâëåíèÿ.  èòîãå ÷åëîâåê
èëè ñèòóàöèÿ îöåíèâàþòñÿ èñõîäÿ íå èç èõ äåéñòâèòåëüíûõ êà÷åñòâ, à
èç ïðåäøåñòâóþùåãî îïûòà îöåíèâàþùåãî.
Ñòåðåîòèïû ÷àùå âñåãî âîçíèêàþò ïî îòíîøåíèþ ê òîìó, ÷òî èëè
êîãî ìû íå ëþáèì èëè íå çíàåì. Îíè îãðàíè÷èâàþò âèäåíèå ïðîáëåìû
èëè ÷åëîâåêà. Ñàìûì õóäøèì èç ñòåðåîòèïîâ ÿâëÿåòñÿ ïðåäïîëîæåíèå,
÷òî ìû íå ìîæåì èçìåíèòü ñâîþ ñóäüáó. Âñòàâ íà ýòó òî÷êó çðåíèÿ,
÷åëîâåê ïî ñóòè îñòàíàâëèâàåòñÿ â ñâîåì ðàçâèòèè.
Ýìîöèîíàëüíîå ñîñòîÿíèå.  çàâèñèìîñòè îò ýìîöèîíàëüíîãî ñîñòîÿíèÿ ìû ïî-ðàçíîìó âîñïðèíèìàåì ìèð è ëþäåé: ýéôîðèÿ ñïîñîáñòâóåò âçãëÿäó ÷åðåç ðîçîâûå î÷êè; ìðà÷íîå íàñòðîåíèå âûçûâàåò ÷åðíîå âîñïðèÿòèå; ÷ðåçìåðíûå ýíòóçèàçì èëè ìåëàíõîëèÿ ñïîñîáíû îñëåïèòü ÷åëîâåêà. Îáà ñîñòîÿíèÿ ÷ðåâàòû íåàäåêâàòíûì ïîäõîäîì ê
ïàðòíåðó: ïåðâîå — ÷åðåñ÷óð áëàãîäóøíûì, âòîðîå — ñëèøêîì ïîäîçðèòåëüíûì è íåäîâåð÷èâûì. Èòî㠗 íåäîîöåíêà òðóäíîñòåé è âîçìîæíûõ ïîäâîäíûõ êàìíåé ëèáî óòðàòà ïîòåíöèàëüíûõ âîçìîæíîñòåé
è ñàìèõ ïàðòíåðîâ.
Áàðüåðû è îøèáêè îáùåíèÿ
×àñòî îáùåíèå ñ äåëîâûìè ïàðòíåðàìè îêàçûâàåòñÿ íåýôôåêòèâíûì ïî äîâîëüíî ïðîñòûì ïðè÷èíàì:
– Ìû ÷åì-ëèáî ðàññòðîåíû;
– Ìû íå äàåì ñåáå òðóäà óâèäåòü èíòåðåñíîå äëÿ ñåáÿ â òîì, î
÷åì íàì ãîâîðÿò;
– Ìû ëåíèìñÿ;
– Ìû óñòàëè.
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Ñóùåñòâóþò, îäíàêî, íå ñëèøêîì ÿâíûå è íå ñëèøêîì î÷åâèäíûå
áàðüåðû è îøèáêè îáùåíèÿ.
×ðåçìåðíàÿ çàñòåí÷èâîñòü. Õîòåòü òî, ÷åãî õî÷åòñÿ, — íîðìàëüíî.
Æåëàíèå — åùå íå ïðèçíàê ýãîèçìà. Ìíîãèå ëþäè èñïûòûâàþò íåëîâêîñòü îò òîãî, ÷òî èì ïðèõîäèòñÿ î ÷åì-òî ïðîñèòü, áóäòî îíè
õîòÿò áîëüøå, ÷åì çàñëóæèëè.  èòîãå èíèöèàòèâà ìãíîâåííî îêàçûâàåòñÿ ó ñîáåñåäíèêà. Îäíàêî èìåííî âàì ïîæèíàòü ðåçóëüòàòû ñäåëêè, êîãäà óæå âñå ïîçàäè. Ïîýòîìó ñòðåìèòåñü ïîëó÷èòü âñå, î ÷åì
ìå÷òàåòå.
×ðåçìåðíàÿ óâëå÷åííîñòü ñîáñòâåííîé ðå÷üþ. «Ðàçãîâîð — ýòî ñîðåâíîâàíèå, â êîòîðîì ïåðâîãî, êòî çàäåðæèò äûõàíèå, îáúÿâëÿþò
ñîáåñåäíèêîì» (Ð. Áîëòîí). Ïîäîáíûé ïîäõîä, îäíàêî, ñïîñîáåí îòáèòü æåëàíèå ðàçãîâàðèâàòü äàæå ó î÷åíü àêòèâíîãî ñîáåñåäíèêà. ×ðåçìåðíàÿ çàíÿòîñòü ñîáñòâåííîé ðå÷üþ — ÿâëåíèå ðàñïðîñòðàíåííîå.
Èìåííî ïîýòîìó, âîçìîæíî, íàñ íèñêîëüêî íå óäèâëÿåò, êîãäà ïàðòíåð íå ïîìíèò íè÷åãî èç òîãî, î ÷åì ìû åìó ãîâîðèëè ÷óòü ðàíüøå.
Íåîáîñíîâàííîå ïåðåáèâàíèå. Áåç íåîáõîäèìîñòè ïåðåáèâàþò ñâîèõ
ñîáåñåäíèêîâ ÷àùå âñåãî ëþäè, çàíèìàþùèå áîëåå âûñîêîå ïîëîæåíèå: íà÷àëüíèêè, ó÷èòåëÿ, ðîäèòåëè. Ìóæ÷èíû ÷àùå ïåðåáèâàþò æåíùèí, ÷åì æåíùèíû ìóæ÷èí.  ïîäîáíîé ñèòóàöèè îáùåíèå ïðåâðàùàåòñÿ â áîðüáó ñîáåñåäíèêîâ çà ãîñïîäñòâî äðóã íàä äðóãîì. Ëþáûå
äåëîâûå îòíîøåíèÿ, â êîòîðûõ îäíà ñòîðîíà äèêòóåò äðóãîé, íå ïîéäóò íà ïîëüçó íè òîé, íè äðóãîé, ïîñêîëüêó òàêèå îòíîøåíèÿ íå
ìîãóò áûòü ïðîäîëæèòåëüíûìè.
Ïàññèâíîå ïîâåäåíèå. Îáùåíèå — àêòèâíûé ïðîöåññ, òðåáóþùèé
âíèìàíèÿ ê òîìó, î ÷åì èäåò ðå÷ü, óñèëèé è ñîñðåäîòî÷åííîñòè íà
ïðåäìåòå ðàçãîâîðà. Ýòî ïðåäïîëàãàåò àêòèâíîå ó÷àñòèå â ðàçãîâîðå.
Èíà÷å ýôôåêòèâíîå îáùåíèå íåâîçìîæíî.
Ïîãëîùåííîñòü ñîáîé, ñâîèìè ïåðåæèâàíèÿìè è çàáîòàìè. Ëþäè,
îçàáî÷åííûå ñâîèì çäîðîâüåì; íåäîâîëüíûå íîâîé äîðîãîé ïîêóïêîé;
âñòóïàþùèå â áðàê; âîîäóøåâëåííûå íîâîé áèçíåñ-èäååé è ò.ï., ÷àñòî
ñëûøàò òî, ÷òî õîòÿò óñëûøàòü, è íå ðåàãèðóþò íà ðàçóìíóþ êðèòèêó
è öåííûå ïðåäëîæåíèÿ ñîáåñåäíèêîâ èëè äåëîâûõ ïàðòíåðîâ. Íåðåäêî
ýòî ñëó÷àåòñÿ â êðèòè÷åñêèå ìîìåíòû æèçíè, êîãäà îñîáåííî íåîáõîäèìî ïðèñëóøàòüñÿ ê ìíåíèþ òðåçâîìûñëÿùèõ ëþäåé.
Áåñïîâîðîòíî ñëîæèâøååñÿ ìíåíèå.  êàáèíåòå ó îäíîãî íà÷àëüíèêà ïîëèöèè âèñåë ïëàêàò «Íå ñáèâàéòå ìåíÿ ôàêòàìè — ðåøåíèå óæå
ïðèíÿòî». Òàêîé ïëàêàò ìîæåò ïîâåñèòü òîëüêî î÷åíü ñàìîóâåðåííûé
÷åëîâåê. Ïîêîëåáàòü åãî ìíåíèå î÷åíü òðóäíî, è æåëàíèå îáùàòüñÿ ñ
òàêèìè ëþäüìè áûñòðî ïðîïàäàåò.
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Íèçêàÿ êóëüòóðà îáùåíèÿ. ×åëîâåê ïðèîáðåòàåò ëþáûå óìåíèÿ, â òîì
÷èñëå è óìåíèå îáùàòüñÿ, ñëåäóÿ ïðèìåðó èëè ïîäðàæàÿ äðóãèì. Ñåìüÿ
èëè îêðóæåíèå ñ íèçêîé êóëüòóðîé îáùåíèÿ âîñïèòûâàþò äóðíûå ïðèâû÷êè: ñòðåìëåíèå «ïåðåãîâîðèòü» ïàðòíåðà, ñêëîííîñòü ê ïîñïåøíûì
âûâîäàì, ê èñòîëêîâàíèþ ìîë÷àíèÿ ñîáåñåäíèêà êàê îäîáðåíèÿ è ò. ä. Â
ðåçóëüòàòå â õîäå îáùåíèÿ âîçíèêàåò ñèòóàöèÿ, ïîäîáíàÿ ñëåäóþùåé:
«Îêàçàâøåìóñÿ â áîëîòå ñðåäè êðîêîäèëîâ òðóäíî âñïîìíèòü, ÷òî îí
ñîáèðàëñÿ åãî îñóøèòü».
Ñâåðõýìîöèîíàëüíàÿ ðåàêöèÿ. Â ïðîöåññå îáùåíèÿ ïàðòíåð ìîæåò
ïîêðèòèêîâàòü íàñ, áóðíî âûðàçèòü ñâîè ýìîöèè. Âîçìîæíî, ýòî íå
ñëèøêîì âàì ïîíðàâèòñÿ, îäíàêî ãðóáîé îøèáêîé áûëî áû îòðåàãèðîâàòü ñâåðõýìîöèîíàëüíî (åñëè, êîíå÷íî, ýòî íå ÿâëÿåòñÿ õîðîøî
ðàññ÷èòàííûì ïðèåìîì). Êðèòèêà ñî ñòîðîíû ïàðòíåðà ìîæåò áûòü
âïîëíå ðàöèîíàëüíîé, à ñâîèìè ýìîöèÿìè îí âîâñå íå ïðåäïîëàãàë
îáèäåòü âàñ ëè÷íî. Âàøà ñâåðõýìîöèîíàëüíàÿ ðåàêöèÿ äàñò îñíîâàíèå
ðàñöåíèòü âàñ êàê ÷åëîâåêà, íåñïîñîáíîãî âîñïðèíÿòü êðèòèêó èëè
ñäåðæàòü îòðèöàòåëüíûå ýìîöèè. Ïîäîáíàÿ ðåàêöèÿ âïîëíå ñïîñîáíà
îòáèòü ó ïàðòíåðà âñÿêîå æåëàíèå èìåòü ñ âàìè äåëî.
Íåâíèìàíèå ê ñîáåñåäíèêó, èãíîðèðîâàíèå åãî ìíåíèÿ. Âðÿä ëè íóæíî êîììåíòèðîâàòü ïîäîáíûé ïîäõîä. Âàøå íåâíèìàíèå ê ïàðòíåðó
âåðíåòñÿ ê âàì áóìåðàíãîì.
«Åðàëàø». Ñóùåñòâóþò äâà âàðèàíòà «åðàëàøà»:
à) ìíîãî ãîâîðÿùèõ, ìíîãî ïîáî÷íûõ ìûñëåé è ôàêòîâ, âòîðè÷íîé èíôîðìàöèè, â èòîãå îñíîâíàÿ ëèíèÿ ðàçãîâîðà òåðÿåòñÿ è íåðàçëè÷èìà;
á) êðèòè÷åñêèå ñëîâà, âûâîäÿùèå ïàðòíåðà èç ðàâíîâåñèÿ.  äåëîâîé æèçíè, «îáùåíèå» ïî ïðèíöèïó «ñàì äóðàê» èëè «â îãîðîäå áóçèíà, à â Êèåâå äÿäüêà» ñîâåðøåííî íåóìåñòíî è ñïîñîáíî ëèøü ðàçðóøèòü ïàðòíåðñêèå îòíîøåíèÿ.
Ìîæíî îïðåäåëèòü áàðüåðû îáùåíèÿ íà óðîâíå ðå÷åâûõ âûðàæåíèé è ôðàç. Êàæäûé ðàç, êîãäà ìû âûñêàçûâàåì ýòè èëè ïîäîáíûå
ñóæäåíèÿ, ìû ñîçäàåì òðóäíîñòè âî âçàèìîîòíîøåíèÿõ ñ ïàðòíåðîì.
Âûäåëÿþò ñëåäóþùèå áàðüåðû îáùåíèÿ íà óðîâíå êîíêðåòíûõ âûðàæåíèé:
– Ïðèêàç, óêàçàíèå, êîìàíäà (íàïðèìåð: «Ïîâòîðèòå åùå ðàç!»;
«Ãîâîðèòå ìåäëåííåå!»; «Íå ãîâîðèòå ñî ìíîé ïîäîáíûì îáðàçîì!» è ò.ï.).
– Ïðåäóïðåæäåíèå, óãðîçà, îáåùàíèå (íàïðèìåð: «Åùå ðàç ïîâòîðèòñÿ — è ñ Âàìè âñå êîí÷åíî»; «Óñïîêîéòåñü, è ÿ îõîòíî Âàñ
âûñëóøàþ»; «Âû ïîæàëååòå, åñëè ñäåëàåòå ýòî» è äð.).
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–
Ïîó÷åíèå, óêàçàíèå íà öåëåñîîáðàçíîñòü (íàïðèìåð: «Âàì ñëåäóåò...»; «Ýòî íåïðàâèëüíî»; «Âàì íå ñëåäóåò òàê ïîñòóïàòü»).
– Íðàâîó÷åíèÿ, ëîãè÷åñêàÿ àðãóìåíòàöèÿ (íàïðèìåð: «Â Âàøåì
âîçðàñòå ÿ è ýòîãî íå èìåë»; «Âàì ýòî ïîðó÷åíî, çíà÷èò, ýòî
Âàøà ïðîáëåìà» è ò.ï.).
– Îñóæäåíèå, êðèòèêà, îáâèíåíèå (íàïðèìåð: «Òî, ÷òî Âû ñäåëàëè, — ãëóïî»; «ß íå ìîãó áîëüøå ñïîðèòü ñ Âàìè»; «ß âåäü
ïðåäóïðåæäàë Âàñ, ÷òî ýòî ñëó÷èòñÿ» è ò.ï.).
– Áðàíü, íåîáîñíîâàííûå îáîáùåíèÿ, óíèæåíèå (íàïðèìåð: «Êðåòèí!»; «Âàì íèêîãäà íè÷åãî íåëüçÿ ïîðó÷èòü»; «Âñå æåíùèíû...» è ò.ï.).
– Âûÿñíåíèå, äîïðîñ (íàïðèìåð: «Êòî Âàñ íàäîóìèë?»; «×òî æå
Âû ñäåëàåòå â ñëåäóþùèé ðàç?» è ò.ï.).
– Óõîä îò ïðîáëåìû, îòâëå÷åíèå âíèìàíèÿ, øóòêà.
Âñå ýòè ðåàêöèè ðàçðóøèòåëüíû äëÿ äåëîâîãî îáùåíèÿ. Îíè ìåøàþò ñîáåñåäíèêó è íàðóøàþò õîä åãî ìûñëåé. Áîëüøèíñòâî èç íèõ
îçíà÷àåò æåëàíèå èçìåíèòü õîä ìûñëåé ïàðòíåðà èëè ïåðåäåëàòü åãî
ñàìîãî. Îíè çàñòàâëÿþò ïðèáåãàòü ê çàùèòå, ðàçäðàæàòüñÿ.  ðåçóëüòàòå ñîáåñåäíèê íà÷èíàåò îòñòàèâàòü ñâîþ òî÷êó çðåíèÿ èëè ñòðåìèòñÿ
ñêðûòü ñâîè ìûñëè è ÷óâñòâà, âìåñòî òîãî ÷òîáû ðàñêðûòü èõ ïåðåä
âàìè. Ïîäîáíûå áàðüåðû ìû ñîçäàåì ñêîðåå â ñèëó ïðèâû÷êè, ÷åì
ñîçíàòåëüíî. Íî ðåçóëüòàò îäèí: ìû íå ñëûøèì òî, ÷òî íàì ãîâîðÿò.
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Ãëàâà 16.
ÒÅÕÍÈÊÀ ÏÎÑÒÀÍÎÂÊÈ ÂÎÏÐÎÑÎÂ
Ýôôåêòèâíûé ñïîñîá äîáûòü èíôîðìàöèþ —
çàäàâàòü âîïðîñû. Âîïðîñû — ýòî «îêíà», ÷åðåç êîòîðûå ìîæíî óâèäåòü, ÷òî ó ïàðòíåðà íà óìå. Äàæå ïðÿìîé âîïðîñ: «×åãî Âû æäåòå îò
ýòèõ ïåðåãîâîðîâ? ×åãî äîáèâàåòåñü?» – ñïîñîáåí ïðîÿñíèòü èíòåðåñû
ïàðòíåðà è âûðàáîòàòü òî÷íóþ ëèíèþ ïîâåäåíèÿ.
Ïðàâèëüíî ôîðìóëèðîâàòü âîïðîñû — èñêóññòâî, îâëàäåíèå êîòîðûì òðåáóåò óñèëèé. Íà âîïðîñ ê ñâÿùåííèêó: «Ìîæíî ÿ áóäó êóðèòü
âî âðåìÿ ìîëèòâû?» — áóäåò ïîëó÷åí áåçóñëîâíûé îòêàç. È èíàÿ ôîðìóëèðîâêà: «Ìîæíî ÿ áóäó ìîëèòüñÿ âî âðåìÿ êóðåíèÿ?»  ýòîì ñëó÷àå îòêàçàòü ïðàêòè÷åñêè íåâîçìîæíî. Åñëè âû ñïðàøèâàåòå îïàçäûâàþùåãî íà ðàáîòó: «Ñêàæèòå, êîòîðûé ñåé÷àñ ÷àñ?» — âû õîòèòå âûðàçèòü
ïîðèöàíèå, íàïîìíèòü, êòî çäåñü ãëàâíûé. Íî åñëè âû ñïðîñèòå:
«Ó Âàñ âîçíèêëà ïðîáëåìà — íå ìîãó ëè ÿ ÷åì-ëèáî ïîìî÷ü?» — ýòî
áóäåò âîñïðèíÿòî ñîâåðøåííî èíà÷å. Êîãäà ïðîäàâåö êíèã, åäâà õîçÿéêà îòêðûëà äâåðü, âîïðîøàåò: «Õîòèòå êóïèòü Ýíöèêëîïåäè÷åñêèé ñëîâàðü Áðîêãàóçà è Åôðîíà?» — îí íàâåðíÿêà ïîëó÷èò îò âîðîò
ïîâîðîò. Âîïðîñ æå: «Â Âàøåé ñåìüå åñòü øêîëüíèêè?» áîëåå ïåðñïåêòèâåí, ïîñêîëüêó ïðèâëåêàåò âíèìàíèå è, êàê ìèíèìóì, íàâîäèò
íà ðàçìûøëåíèÿ.
Âîïðîñû ñëåäóåò çàäàâàòü îñòîðîæíî è êîððåêòíî, ÷òîáû ïðåäóïðåäèòü íåæåëàòåëüíóþ ýìîöèîíàëüíóþ ðåàêöèþ. Èçáåãàéòå âîïðîñîâ
òèïà: «×òî Âû ñêàæåòå â ñâîå îïðàâäàíèå?». Ôîðìóëèðîâêà: «×òî Âû
äóìàåòå ïî ýòîìó ïîâîäó?» áîëåå óäà÷íà, ïîñêîëüêó îòêðûâàåò âîçìîæíîñòü îáñóæäåíèÿ. Èíîãäà ïîëåçíî îáúÿñíèòü, ïî÷åìó âîçíèêëà
íåîáõîäèìîñòü çàäàòü òîò èëè èíîé âîïðîñ.  ýòîì ñëó÷àå âû íå ïîïàäåòå â íåëîâêîå ïîëîæåíèå.
Íå çàäàâàéòå âîïðîñîâ ñ ïîäòåêñòîì èëè òàêèõ, êîòîðûå ëåãêî
îáðàòèòü ïðîòèâ âàñ. Òùàòåëüíî ïîäáèðàéòå èíòîíàöèþ è ñëîâåñíîå
îôîðìëåíèå — âîïðîñû çàäàþò íå çàòåì, ÷òîáû äîáèòüñÿ ñîìíèòåëüíîãî ïðåèìóùåñòâà íàä ïàðòíåðîì, à ÷òîáû ïîëó÷èòü èíôîðìàöèþ.
Ïîýòîìó, ïðåæäå ÷åì çàäàòü âîïðîñ, ïîäóìàéòå î òîì, êàê âîñïðèìåò
åãî ñîáåñåäíèê. Îòâåòñòâåííîñòü çà ïðàâèëüíîñòü âîñïðèÿòèÿ ëåæèò íà
òîì, êòî ñïðàøèâàåò.
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Âîïðîñ — ýòî íå òîëüêî âîïðîñèòåëüíîå âûñêàçûâàíèå, ýòî è ïîñòàíîâêà ïðîáëåìû.  òóïèêîâîé ñèòóàöèè êîíñòðóêòèâíîé áóäåò ñëåäóþùàÿ ïîñòàíîâêà: «Ïîæàëóé, ïîëåçíî îòëîæèòü ýòîò âîïðîñ äî ëó÷øèõ
âðåìåí è ïîïðîáîâàòü ðåøèòü äðóãîé, áîëåå ïðèíöèïèàëüíûé». Ýòî äåìîíñòðàöèÿ ãîòîâíîñòè óñòóïèòü, ÷òîáû ïðîäâèíóòü ïåðåãîâîðû âïåðåä,
âåñüìà òàêòè÷íûé ñïîñîá îòñòîÿòü ñâîþ ïîçèöèþ è â òî æå âðåìÿ ïðîÿâèòü ãèáêîñòü. Ê ïîäîáíîãî ðîäà âûñêàçûâàíèÿì îòíîñÿòñÿ è òàêèå:
«Åñëè Âû áóäåòå ÷óòü ìåíåå ýìîöèîíàëüíû, ÿ ëó÷øå ñìîãó Âàñ ïîíÿòü»
èëè «Åñëè Âû íåìíîãî ñíèçèòå Âàøè òðåáîâàíèÿ, ÿ ïðèëîæó âñå óñèëèÿ,
÷òîáû óáåäèòü âñåõ çàèíòåðåñîâàííûõ ëèö ïîéòè Âàì íàâñòðå÷ó».
Èçâåñòåí ñëó÷àé, êîãäà àäâîêàò êîìïàíèè çàãóáèë ïåðåãîâîðû èççà íåóäà÷íîãî óïîòðåáëåíèÿ ñëîâ «ñ÷àñòëèâûé» è «áîãàòûé». Çàÿâèâ:
«Çàêëþ÷åíèå ýòîé ñäåëêè ñäåëàåò Âàñ áîãàòûì è ñ÷àñòëèâûì», îí ñïðîâîöèðîâàë âçðûâ íåãîäîâàíèÿ ó ñâîåãî è òàê äîñòàòî÷íî ñ÷àñòëèâîãî è
áîãàòîãî ñîáåñåäíèêà. Óïîòðåáè ýòîò àäâîêàò ñðàâíèòåëüíóþ ñòåïåíü —
«ñ÷àñòëèâåå» è «áîãà÷å», îí íå çàäåë áû ñàìîëþáèÿ ñîáåñåäíèêà è íå
ñîðâàë ïåðåãîâîðû.
Ãðàìîòíî çàäàííûé âîïðîñ ñïîñîáñòâóåò ïðîÿñíåíèþ ïîçèöèé è
òî÷åê çðåíèÿ; óïðàâëåíèþ õîäîì áåñåäû; ïðèíÿòèþ íóæíîãî âàì ðåøåíèÿ. Èññëåäóåì ýòè âîçìîæíîñòè ïîäðîáíåå, ðàññìîòðåâ ðàçëè÷íûå
òèïû âîïðîñîâ.
Âñòóïèòåëüíûå âîïðîñû. Èñêóñíî ïîñòàâëåííûé âñòóïèòåëüíûé âîïðîñ ÿâëÿåòñÿ õîðîøèì ñòàðòîì. Ó ïàðòíåðà ïî ïåðåãîâîðàì ñðàçó æå
ïîÿâëÿåòñÿ çàèíòåðåñîâàííîñòü, ñîñòîÿíèå ïîëîæèòåëüíîãî îæèäàíèÿ.
Íàïðèìåð: «Åñëè áû ÿ ñìîã ïðåäëîæèòü ðåøåíèå ïðîáëåìû, íàøëè
áû Âû äëÿ ìåíÿ 15 ìèíóò?», «Âû ïîçâîëèòå ìíå ïðåäëîæèòü ðåøåíèå
ïðîáëåìû?», «Åñëè ÿ ïðåäëîæó íåñêîëüêî ñïîñîáîâ âûãîäíîãî âëîæåíèÿ äåíåã è ïîëó÷åíèÿ ïðèáûëè, ïðàêòè÷åñêè íå ðèñêóÿ, çàèíòåðåñîâàëî áû ýòî Âàñ?»
Âðÿä ëè íóæíî îáúÿñíÿòü, ÷òî ïîäîáíûå âîïðîñû-«çàõîäû» êî ìíîãîìó îáÿçûâàþò, çà íèìè äîëæíû ïîñëåäîâàòü ñîîòâåòñòâóþùèå ñîäåðæàùåìóñÿ â íèõ îáåùàíèþ àäåêâàòíûå ïðåäëîæåíèÿ, à íå ïðîñòî
æåëàíèå âñó÷èòü ñîãëàñèâøåìóñÿ âûñëóøàòü âàñ ïàðòíåðó íåèíòåðåñíûå äëÿ íåãî òîâàðû èëè óñëóãè.
Èíôîðìàöèîííûå âîïðîñû. Ñïîñîáñòâóþò ïîëó÷åíèþ ñâåäåíèé. Ýòî
âñåãäà îòêðûòûå âîïðîñû: îíè òðåáóþò ðàñïðîñòðàíåííûõ îòâåòîâ, à
íå ïðîñòûõ «äà» èëè «íåò», íàïðèìåð: «Ïî÷åìó...?», «Êàê...?», «Êàêèì
îáðàçîì...?» è äð.
Êîíòðîëüíûå âîïðîñû. Òàêèå âîïðîñû íåîáõîäèìî çàäàâàòü, ÷òîáû âûÿñíèòü, ñëóøàåò ëè âàñ ñîáåñåäíèê, ïîíèìàåò èëè ïðîñòî ïîääàêèâàåò.
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«×òî Âû îá ýòîì äóìàåòå?»
«Ñ÷èòàåòå ëè Âû òàê æå, êàê è ÿ?»
«Íå íàõîäèòå ëè Âû, ÷òî ðå÷ü èäåò î ñòîÿùåì äåëå?»
Ïî ðåàêöèè ñîáåñåäíèêà âû ïîéìåòå, ñëåäèò ëè îí çà âàøåé ìûñëüþ. Åñëè ïðè îòâåòå íà êîíòðîëüíûé âîïðîñ âû âûÿâèòå íåïîíèìàíèå, ïðèäåòñÿ âåðíóòüñÿ íåìíîãî íàçàä.
Âîïðîñû äëÿ îðèåíòàöèè. Çàäàþòñÿ, ÷òîáû óñòàíîâèòü, ïðîäîëæàåò
ëè ñîáåñåäíèê ïðèäåðæèâàòüñÿ âûñêàçàííîãî ðàíåå ìíåíèÿ èëè íàìåðåíèÿ. Ñðåäè ïðîñòåéøèõ âîïðîñîâ äëÿ îðèåíòàöèè:
«Åñòü ëè ó Âàñ åùå âîïðîñû ïî ýòîé òåìå?», «Êàêîâî Âàøå ìíåíèå
ïî ýòîìó ïóíêòó?», «Ïîíÿëè ëè Âû, êàêóþ öåëü ìû ïðåñëåäóåì?»,
«È ê êàêèì âûâîäàì Âû ïðè ýòîì ïðèøëè?»
Ïîçâîëüòå âûñêàçàòüñÿ ñîáåñåäíèêó, íå òîðîïèòå åãî. Îí äîëæåí
ñîñðåäîòî÷èòüñÿ. Îáÿçàòåëüíî çàäàâàéòå âîïðîñû äëÿ îðèåíòàöèè, åñëè
ðàññêàçûâàåòå î íîâîì âèäå óñëóã, íîâûõ òîâàðàõ è ò.ä.
Ïî õîäó îòâåòà çàìåòèòå, ÷òî ïîíÿë ñîáåñåäíèê è ãîòîâ ëè îí
ñîãëàñèòüñÿ ñ âàìè.
Ïîäòâåðæäàþùèå âîïðîñû. Çàäàþòñÿ, ÷òîáû äîñòè÷ü áîëüøåãî âçàèìîïîíèìàíèÿ. Ôîðìóëèðóþòñÿ òàêèì îáðàçîì, ÷òîáû äîáèòüñÿ íóæíîãî îòâåòà, è, åñëè ñîáåñåäíèê ïÿòü ðàç ñîãëàñèëñÿ ñ âàìè, òî íà
ðåøàþùèé øåñòîé âîïðîñ âîçðàçèòü áóäåò íå òàê ïðîñòî. Íè÷åãî ÿêîáû íå çíà÷àùèå ðàçãîâîðû àíãëè÷àí äðóã ñ äðóãîì î ïîãîäå — èç ýòîé
îáëàñòè. Åñëè åñòü âçàèìîïîíèìàíèå ïî ýòîìó âîïðîñó, ëåã÷å ïåðåõîäèòü ê ðåøåíèþ äðóãèõ ïðîáëåì. Âêðàïëèâàéòå ïîäòâåðæäàþùèå âîïðîñû â ðàçãîâîð è ñ èõ ïîìîùüþ äåëàéòå àêöåíò íà òîì, ÷òî âàñ
îáúåäèíÿåò, à íå ðàçäåëÿåò.
«Âû æå ïðèäåðæèâàåòåñü òîãî ìíåíèÿ, ÷òî...?», «Íàâåðíÿêà âû òîæå
ðàäû òîìó, ÷òî...?», «Âû âåäü íå ñ÷èòàåòå, ÷òî...?»
Îçíàêîìèòåëüíûå âîïðîñû. Ïðèçâàíû îçíàêîìèòü ñ ìíåíèåì ñîáåñåäíèêà. Íîñÿò îòêðûòûé õàðàêòåð.
«Äîâîëüíû Âû íàøèìè óñëóãàìè è ñêîëüêî âðåìåíè Âû èìè ïîëüçóåòåñü?»
«Íà êàêîé ýôôåêò Âû ðàññ÷èòûâàåòå ïðè ðåàëèçàöèè ýòîãî ïðîåêòà?», «Êàêîâû Âàøè öåëè?»
Àëüòåðíàòèâíûå âîïðîñû. Ïðåäîñòàâëÿþò ñîáåñåäíèêó âîçìîæíîñòü
âûáîðà. ×èñëî ïîòåíöèàëüíûõ âàðèàíòîâ, ñîäåðæàùèõñÿ â âîïðîñå, íå
äîëæíî ïðåâûøàòü òðåõ. Àëüòåðíàòèâíûå âîïðîñû ïðåäïîëàãàþò áûñòðûå ðåøåíèÿ. Ñîþç «èëè» ÷àùå âñåãî ÿâëÿåòñÿ îñíîâíûì êîìïîíåíòîì
âîïðîñà.
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«Êàêîé ñðîê îáñóæäåíèÿ Âàì ïîäõîäèò áîëüøå âñåãî — ïîíåäåëüíèê 12-00, ñðåäà 14-00 èëè ÷åòâåðã 15-00 (óñëîâèÿ, ñðîê, ìåñòî, öâåò
è ò.ä.)?»
Îäíîïîëþñíûå âîïðîñû. Ïîâòîðåíèå âîïðîñà îäíîãî ñîáåñåäíèêà äðóãèì â çíàê òîãî, ÷òî îí ïîíÿë, î ÷åì ðå÷ü. Ðåçóëüòàò îäíîïîëþñíîãî
âîïðîñà äâîÿêèé: ó ñîáåñåäíèêà ñêëàäûâàåòñÿ âïå÷àòëåíèå, ÷òî åãî
âîïðîñ ïðàâèëüíî ïîíÿò, à îòâå÷àþùèé (ïîâòîðÿþùèé âîïðîñ) ïîëó÷àåò âîçìîæíîñòü òùàòåëüíåå îáäóìàòü ñâîé îòâåò.
Ïðîâîêàöèîííûå âîïðîñû. Ñâîåãî ðîäà âûçîâ, ïîäñòðåêàòåëüñòâî.
Èíîãäà ýòî íåîáõîäèìî, ÷òîáû âûÿñíèòü äåéñòâèòåëüíûå íàìåðåíèÿ
ïàðòíåðà è ðåàëüíîå ïîëîæåíèå äåë.
«Âû äåéñòâèòåëüíî ñ÷èòàåòå, ÷òî ïîäîáíàÿ ïîñòàíîâêà äåëà ñìîæåò
îáåçîïàñèòü íàñ îò íåïðèÿòíîñòåé?», «Âû óâåðåíû, ÷òî ñìîæåòå åùå
äëèòåëüíîå âðåìÿ ïðîäàâàòü ýòî èçäåëèå ïî òàêîé öåíå?»
Çàêëþ÷àþùèå âîïðîñû. Èõ öåëü — çàâåðøèòü ðàçãîâîð. Íî ñíà÷àëà
ïîëåçíî çàäàòü 1-2 ïîäòâåðæäàþùèõ âîïðîñà, ñîïðîâîäèâ èõ äðóæåñêîé óëûáêîé è ïî âîçìîæíîñòè îäîáðèòåëüíûì êèâêîì ãîëîâû.
«Ñìîã ëè ÿ óáåäèòü Âàñ â âûãîäå ýòîé óñëóãè äëÿ Âàñ?», «Çàìåòèëè
ëè Âû êàê ñïåöèàëèñò, íàñêîëüêî ýôôåêòèâíî ýòî ðåøåíèå (ïðåäëîæåíèå)?»
Çàòåì áåç äîïîëíèòåëüíîãî ïåðåõîäà ìîæíî çàäàòü çàêëþ÷àþùèå
âîïðîñû.
«Êàêîé âàðèàíò — À èëè Á — Âàñ óñòðàèâàåò áîëüøå?», «Íà êàêîé
ñðîê Âû õîòåëè áû çàêëþ÷èòü äîãîâîð îá îáñëóæèâàíèè?»
Ëþáîé ñåðüåçíûé ðàçãîâîð òðåáóåò íå ìåíåå ñåðüåçíîé ïîäãîòîâêè.
Çàôèêñèðóéòå âàæíåéøèå âîïðîñû, êîòîðûå âû íàìåðåíû ïðîÿñíèòü
è çàäàòü ïàðòíåðó. Çàðàíåå îïðåäåëèòå: êàê íà÷àòü ðàçãîâîð? Êàêèå
àðãóìåíòû ïðèâåñòè? Êàêèå âîçðàæåíèÿ âîçìîæíû? Êàê ðåàëüíî èõ
îïðîâåðãíóòü? Êàêèå ïðèâåñòè çàêëþ÷èòåëüíûå àðãóìåíòû?
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Ãëàâà 17.
ÍÅÂÅÐÁÀËÜÍÎÅ ÎÁÙÅÍÈÅ
 ÕÎÄÅ ÄÅËÎÂÛÕ ÁÅÑÅÄ
È ÏÅÐÅÃÎÂÎÐÎÂ
Íåâåðáàëüíîå îáùåíèå — ÿçûê æåñòîâ, âêëþ÷àþùèé òàêèå ôîðìû ñàìîâûðàæåíèÿ, êîòîðûå íå îïèðàþòñÿ íà ñëîâà
è äðóãèå ðå÷åâûå ñèìâîëû.
Íàøè ïðåäñòàâëåíèÿ î íåâåðáàëüíîì îáùåíèè îòðàæàþòñÿ â ÿçûêå.
Ìû ãîâîðèì: ÷åëîâåê «ñèÿåò» îò ñ÷àñòüÿ, «çàìåð» èëè «çàñòûë» îò ñòðàõà, ãîòîâ «ëîïíóòü» îò çëîñòè, «äðîæèò» îò ÿðîñòè, «êóñàåò ãóáû» îò
íåóâåðåííîñòè èëè íåðâîçíîñòè è ò.ï. ×óâñòâà, ïåðåæèâàåìûå ëþäüìè,
âûðàæàþòñÿ ñðåäñòâàìè íåâåðáàëüíîãî îáùåíèÿ.
Áîëåå ïîëîâèíû îáúåìà ìåæëè÷íîñòíîãî îáùåíèÿ ïðèõîäèòñÿ íà
íåâåðáàëüíîå îáùåíèå. Ìèìèêà, ïîçû, æåñòû âñåãäà îòêðîâåííî ïåðåäàþò íàøè ÷óâñòâà è ñîñòîÿíèå.
Ýôôåêòèâíî îáùàòüñÿ îçíà÷àåò òàêæå ïîíèìàòü ÿçûê íåâåðáàëüíîãî îáùåíèÿ.
Ýòî íåîáõîäèìî ïî öåëîìó ðÿäó ïðè÷èí. Âî-ïåðâûõ, ñëîâàìè íå
âñåãäà óäàåòñÿ ïåðåäàòü æåëàåìîå. Ïîýòîìó ïîä÷àñ ìû è ãîâîðèì: «Íåò
ñëîâ», «Íå ìîãó âûðàçèòü ýòî ñëîâàìè», èìåÿ â âèäó ñëîæíîñòü è
ãëóáèíó ïåðåïîëíÿþùèõ íàñ ÷óâñòâ. Âî-âòîðûõ, ÿçûê íåâåðáàëüíîãî
îáùåíèÿ ñïîñîáåí ñêàçàòü, ÷òî ñîáåñåäíèê äóìàåò î íàñ â äåéñòâèòåëüíîñòè. Îí ñïîíòàííî è áåññîçíàòåëüíî «ñïîñîáñòâóåò» óòå÷êå èíôîðìàöèè ÷åðåç ïîçû, æåñòû, ðèòì äâèæåíèé è ò.ä. Êðîìå òîãî, çíàíèå ýòîãî ÿçûêà ïîêàçûâàåò, íàñêîëüêî ìû óìååì âëàäåòü ñîáîé.
Ïîëèòèêè, äèïëîìàòû, ðàçâåä÷èêè, äåëîâûå ëþäè îñíîâàòåëüíî
çàíèìàþòñÿ ÿçûêîì ìèìèêè è æåñòîâ, ÷òîáû àäåêâàòíî ïîíèìàòü
ïàðòíåðîâ è âìåñòå ñ òåì èçáåãàòü óòå÷êè èíôîðìàöèè.
Ïñèõîëîãè óñòàíîâèëè, ÷òî æåíùèíû ëó÷øå âëàäåþò ÿçûêîì íåâåðáàëüíîãî îáùåíèÿ. Îíè áîëåå òî÷íû êàê â ïåðåäà÷å, òàê è â âîñïðèÿòèè ÷óâñòâ äðóãèõ, ïåðåäàâàåìûõ ñðåäñòâàìè íåâåðáàëüíîãî îáùåíèÿ. Âìåñòå ñ òåì, è ìóæ÷èíû, ðàáîòàþùèå ñ ëþäüìè: ïðåïîäàâàòåëè, àêòåðû, áèçíåñìåíû, ïñèõîëîãè, ñïîñîáíû âûðàáîòàòü â ñåáå óìåíèå
õîðîøî ÷èòàòü ýòîò ÿçûê.
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×óòêîñòü â âîñïðèÿòèè è ïîíèìàíèè ÿçûêà íåâåðáàëüíîãî îáùåíèÿ ðàçâèâàåòñÿ ñ îïûòîì è âîçðàñòîì. Êëþ÷åâûìè êàòåãîðèÿìè â
ðàññìàòðèâàåìîé ïðîáëåìå ÿâëÿþòñÿ ìåæëè÷íîñòíîå ïðîñòðàíñòâî,
âèçóàëüíûé êîíòàêò, ðóêîïîæàòèå, âûðàæåíèå ëèöà, ïîçû è æåñòû.
Ìåæëè÷íîñòíîå ïðîñòðàíñòâî. Ìåæëè÷íîñòíîå ïðîñòðàíñòâî — âàæíåéøèé ôàêòîð íåâåðáàëüíîãî îáùåíèÿ. Íàøè ïðåäñòàâëåíèÿ î íåì îòðàæàþòñÿ â ïîâñåäíåâíîé ðå÷è — «äåðæàòüñÿ ïîäàëüøå», íàïðèìåð, îò
íà÷àëüñòâà, èëè «äåðæàòüñÿ ïîáëèæå» ê òîìó, â êîì ìû çàèíòåðåñîâàíû.
Îáùåå ïðàâèëî: ÷åì áîëüøå ïàðòíåðû çàèíòåðåñîâàíû äðóã â äðóãå, òåì áëèæå îíè ìîãóò íàõîäèòüñÿ ïî îòíîøåíèþ äðóã ê äðóãó.
Îäíàêî ñóùåñòâóþò îïðåäåëåííûå íîðìû è ïðàâèëà, êîòîðûå ñëåäóåò
ó÷èòûâàòü ïðè âçàèìîäåéñòâèè ñ ñîáåñåäíèêîì. Ó êàæäîãî ÷åëîâåêà
åñòü ñâîå ïîëå, ñâîÿ àóðà, íàðóøàòü êîòîðûå â êîíêðåòíûõ ñèòóàöèÿõ
— çíà÷èò ïîâðåäèòü äåëó.
– Èíòèìíîå ðàññòîÿíèå — äî 50 ñì. Òàê îáùàþòñÿ áëèçêèå ëþäè.
– Ìåæëè÷íîñòíîå ðàññòîÿíèå — 0,5–1,2 ì. Îïòèìàëüíî äëÿ ðàçãîâîðà äðóçåé, çíàêîìûõ, íåôîðìàëüíîãî îáùåíèÿ êîëëåã.
– Ñîöèàëüíîå ðàññòîÿíèå — 1,2–3,7 ì. Öåëåñîîáðàçíî äëÿ ñîöèàëüíûõ, äåëîâûõ îòíîøåíèé. Âåðõíèé ïðåäåë ñîîòâåòñòâóåò ôîðìàëüíûì îòíîøåíèÿì.
– Ïóáëè÷íîå ðàññòîÿíèå — áîëåå 3,7 ì. Èñïîëüçóåòñÿ ïðè âûñòóïëåíèè â àóäèòîðèè.
×ðåçìåðíî áëèçêîå èëè óäàëåííîå ðàññòîÿíèå ìîæåò îòðèöàòåëüíî ñêàçàòüñÿ íà îáùåíèè, íà ïåðåãîâîðàõ. ×åì áëèæå ñîáåñåäíèêè
íàõîäÿòñÿ äðóã ê äðóãó, òåì òðóäíåå ñîõðàíÿòü âèçóàëüíûé êîíòàêò
è òåì ìåíüøå îíè äîëæíû ñìîòðåòü äðóã íà äðóãà â çíàê âçàèìíîãî
óâàæåíèÿ. Íà óäàëåíèè ëåã÷å ïðîäîëæèòåëüíåå ñìîòðåòü äðóã íà äðóãà, ìîæíî èñïîëüçîâàòü æåñòû äëÿ ñîõðàíåíèÿ âíèìàíèÿ.
Ýòè ïðàâèëà âàðüèðóþòñÿ â çàâèñèìîñòè îò âîçðàñòà, ïîëà, êóëüòóðû. Òàê, äåòè è ñòàðèêè ñòàðàþòñÿ áûòü áëèæå ê ñîáåñåäíèêó. Ïîäðîñòêè, ìîëîäûå ëþäè, ëþäè ñðåäíåãî âîçðàñòà äåðæàò îïðåäåëåííóþ
äèñòàíöèþ. Æåíùèíû ñòàðàþòñÿ áûòü áëèæå, ÷åì ìóæ÷èíû.
Íà ìåæëè÷íîñòíîå ïðîñòðàíñòâî âëèÿåò ñòàòóñ ëþäåé. Îò òåõ, ÷üå
ïîëîæåíèå èëè ïîëíîìî÷èÿ âûøå, äåðæàòñÿ íà áîëüøåì ðàññòîÿíèè,
÷åì îò ëþäåé ðàâíîãî ñòàòóñà. Íåîáõîäèìî òàêæå ó÷èòûâàòü íàöèîíàëüíûå è ðåãèîíàëüíûå òðàäèöèè. Æèòåëè ñòðàí Ñðåäèçåìíîìîðüÿ,
Ëàòèíñêîé Àìåðèêè ïîäîéäóò ê ñîáåñåäíèêó áëèæå, ÷åì æèòåëè Ñêàíäèíàâèè èëè Ñåâåðíîé Åâðîïû. Ðàçãîâîð ÷åðåç ñòîë íîñèò ÷àùå âñåãî
îôèöèàëüíûé õàðàêòåð. Îí áóäåò áîëåå äîâåðèòåëüíûì, åñëè õîçÿèí
êàáèíåòà âûéäåò èç-çà ñòîëà è ðàñïîëîæèòñÿ ðÿäîì ñ ñîáåñåäíèêîì,
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õîòÿ áû íà íåïðîäîëæèòåëüíîå âðåìÿ. Íàèëó÷øàÿ ïîñàäêà ó÷àñòíèêîâ
â õîäå ïåðåãîâîðîâ, ñîâåùàíèé, çàñåäàíèé, äåëîâûõ âñòðå÷ — êðóãëûé ñòîë èëè ñòîë-êàðå. Ýòî ïîçâîëÿåò ñîçäàòü àòìîñôåðó ðàâåíñòâà
âñåõ ó÷àñòíèêîâ, èõ ñîïðè÷àñòíîñòè îáùåìó äåëó.
Âèçóàëüíûé êîíòàêò. Èíôîðìàöèÿ îò îäíîãî ïàðòíåðà ê äðóãîìó
ìîæåò áûòü ïåðåäàíà è âîñïðèíÿòà ñàìûì òî÷íûì îáðàçîì ñ ïîìîùüþ
ãëàç. Êðîìå òîãî, âèçóàëüíûé êîíòàêò ïîçâîëÿåò ñîçäàòü íåîáõîäèìóþ
àòìîñôåðó â õîäå ïåðåãîâîðîâ. Ïîýòîìó âàæíî êîíòðîëèðîâàòü ñâîé
âçãëÿä è âèçóàëüíûé êîíòàêò â öåëîì.
Óñëîâèåì ñîçäàíèÿ õîðîøèõ îòíîøåíèé ñ ïàðòíåðîì ÿâëÿåòñÿ êîíòàêò ãëàçàìè â òå÷åíèå 60-70% âðåìåíè îáùåíèÿ. Ñîáåñåäíèêó, âñòðå÷àþùåìóñÿ âçãëÿäîì ñ ïàðòíåðîì ìåíåå òðåòè ýòîãî âðåìåíè, ïàðòíåð
áåññîçíàòåëüíî íà÷èíàåò íå äîâåðÿòü.
Âçãëÿä äîëæåí ñîñðåäîòî÷èâàòüñÿ íà âîîáðàæàåìîì òðåóãîëüíèêå
íà ëèöå ñîáåñåäíèêà. Âåðøèíà åãî íàõîäèòñÿ â öåíòðå ëáà, îñíîâàíèå
— íà óðîâíå ãëàç ïàðòíåðà.
Êîíòðîëèðîâàòü ñâîè ýìîöèè, æåñòû, ïîçû âîçìîæíî, íî ïðàêòè÷åñêè íåðåàëüíî âëèÿòü íà ðåàêöèþ çðà÷êîâ. Îíè íåïðîèçâîëüíî ðàñøèðÿþòñÿ, êîãäà ÷åëîâåê ðàäîñòíî âîçáóæäåí èëè óäîâëåòâîðåí, è
ñóæàþòñÿ, êîãäà îí ñåðäèòñÿ èëè ó íåãî ìðà÷íîå íàñòðîåíèå. Óìåíèå
çàìå÷àòü ýòè äåòàëè — ðû÷àã âëèÿíèÿ îïûòíîãî äåëîâîãî ÷åëîâåêà íà
õîä ïåðåãîâîðîâ èëè îáùåíèÿ â öåëîì.
Âèçóàëüíûé êîíòàêò ëåã÷å ïîääåðæèâàòü â ïðèÿòíîé áåñåäå, ïðè
íåïðèÿòíîì ðàçãîâîðå ìû èçáåãàåì åãî. Îòêàç îò ïðÿìîãî âèçóàëüíîãî
êîíòàêòà â ýòîì ñëó÷àå åñòü âûðàæåíèå âåæëèâîñòè è ïîíèìàíèÿ ýìîöèîíàëüíîãî ñîñòîÿíèÿ ñîáåñåäíèêà. Íàñòîé÷èâûé, ïðèñòàëüíûé âçãëÿä
ìîæåò âûçâàòü âîçìóùåíèå, âîñïðèíèìàåòñÿ êàê âìåøàòåëüñòâî â ëè÷íûå ïåðåæèâàíèÿ èëè âðàæäåáíîñòü.
Êàê ïðàâèëî, â ñèòóàöèÿõ ñîïåðíè÷åñòâà ëþäè èçáåãàþò âèçóàëüíîãî êîíòàêòà, ÷òîáû îí íå áûë ïîíÿò êàê âûðàæåíèå âðàæäåáíîñòè
(íå ñëó÷àéíî íå ðåêîìåíäóåòñÿ ñìîòðåòü â ãëàçà õèùíûì æèâîòíûì, à
òàêæå àãðåññèâíî íàñòðîåííûì íåòðåçâûì ëþäÿì).
Ðóêîïîæàòèå. Ðóêîïîæàòèå — íåïðåìåííûé àòðèáóò íå òîëüêî äåëîâîãî, íî è ïîâñåäíåâíîãî îáùåíèÿ.  äðåâíîñòè ðóêîïîæàòèå äåìîíñòðèðîâàëî îòñóòñòâèå îðóæèÿ. Ðóêîïîæàòèå ìîæåò ñêàçàòü î ìíîãîì: ñëèøêîì âëàæíûå ðóêè ñâèäåòåëüñòâóþò, êàê ïðàâèëî, î ñèëüíîì âîëíåíèè; õîëîäíûå — î áîëåçíè; õîëîäíûå ïàëüöû — î ïëîõîé
ðàáîòå ñåðäöà; êîðîòêîå, âÿëîå ðóêîïîæàòèå ñóõèõ ðóê ñêîðåå âñåãî
îçíà÷àåò áåçðàçëè÷èå; áîëåå ïðîäîëæèòåëüíîå â ñî÷åòàíèè ñ óëûáêîé
è òåïëûì âçãëÿäîì — äðóæåëþáèå.
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×åëîâåê, ïîäàþùèé ðóêó ëàäîíüþ âíèç, äåìîíñòðèðóåò, ÷àùå âñåãî
áåññîçíàòåëüíî, ñòðåìëåíèå ãëàâåíñòâîâàòü, âëàñòâîâàòü, áûòü âûøå ñîáåñåäíèêà. Ëàäîíü, ðàçâåðíóòàÿ ââåðõ, ñâèäåòåëüñòâóåò î äîâåð÷èâîñòè,
îòêðûòîñòè èëè æåëàíèè îòäàòü èíèöèàòèâó.
Ðóêîïîæàòèå, ïðè êîòîðîì ðóêè ïàðòíåðîâ îñòàþòñÿ â îäèíàêîâîì
è ðàâíîì ïîëîæåíèè, îçíà÷àåò, ÷òî îíè îáà èñïûòûâàþò äðóã ê äðóãó
÷óâñòâî óâàæåíèÿ è âçàèìîïîíèìàíèÿ.
Ïðèâåòñòâèå ïàðòíåðà ïðÿìîé, íå ñîãíóòîé ðóêîé, êàê è äåìîíñòðèðóþùåå âëàñòü (ëàäîíüþ âíèç), ÿâëÿåòñÿ ïðèçíàêîì íåóâàæåíèÿ ê
íåìó, ïðåíåáðåæèòåëüíîñòè. Åãî íàçíà÷åíèå â òîì, ÷òîáû äåðæàòü îïðåäåëåííóþ äèñòàíöèþ è íàïîìíèòü ïàðòíåðó î åãî ìåñòå.
Êðåïêîå ðóêîïîæàòèå, ñîïðîâîæäàþùååñÿ õðóñòîì ïàëüöåâ, ñâîéñòâåííî àãðåññèâíîìó, æåñòêîìó ÷åëîâåêó.
Íåéòðàëèçîâàòü äîìèíàíòíîå èëè «äèñòàíöèîííîå» ðóêîïîæàòèå
ìîæíî íåñêîëüêèìè ñïîñîáàìè. Êîãäà âû áåðåòå îáðàùåííóþ âíèç
ëàäîíü «âëàñòíîãî» ïàðòíåðà, ñäåëàéòå øàã âïåðåä ïðàâîé íîãîé, çàòåì ïåðåñòàâüòå ëåâóþ íîãó âïåðåä-âëåâî è âñòàíüòå ïåðåä ýòèì ÷åëîâåêîì ñëåâà, âòîðãàÿñü òåì ñàìûì â åãî ëè÷íóþ çîíó. Ñëåãêà ðàçâåðíóâøèñü âëåâî, âû îêàçûâàåòåñü ïîä óãëîì ê ïàðòíåðó, è â ýòîò
ìîìåíò âàì íåñëîæíî âûðîâíÿòü ïîëîæåíèå ðóê èëè ðàçâåðíóòü ðóêó
ïàðòíåðà.
Äðóãîé ñïîñîá — îáõâàòèòü ðóêó ïàðòíåðà ñâåðõó çà çàïÿñòüå è
çàòåì âñòðÿõíóòü åå. Ýòî äåëàåò âàñ õîçÿèíîì ïîëîæåíèÿ, ïîñêîëüêó
âû áåðåòå âåðõ íàä ðóêîé ïàðòíåðà. Îäíàêî çäåñü íåîáõîäèìà îñòîðîæíîñòü, òàê êàê ýòî ìîæåò ñáèòü ñ òîëêó ÷åëîâåêà ñ âëàñòíûìè íàìåðåíèÿìè è ïîëíîìî÷èÿìè.
Ïðèâåòñòâèå ñ èñïîëüçîâàíèåì îáåèõ ðóê âûðàæàåò èñêðåííîñòü,
äîâåðèå èëè ãëóáîêèå ÷óâñòâà ïî îòíîøåíèþ ê ïàðòíåðó. Äëÿ äåìîíñòðàöèè ýòèõ ÷óâñòâ óïîòðåáëÿåòñÿ ëåâàÿ ðóêà, êîòîðàÿ êëàäåòñÿ íà ïðàâóþ ðóêó ïàðòíåðà: åñëè íà ëîêîòü — ýòî ñâèäåòåëüñòâóåò î áîëüøåé
ðàñïîëîæåííîñòè, ÷åì êîãäà çàõâàòûâàåòñÿ çàïÿñòüå. Ðóêà íà ïëå÷å ïàðòíåðà îçíà÷àåò áîëüøóþ ãëóáèíó ÷óâñòâ, ïî ñðàâíåíèþ ñ ïðåäïëå÷üåì.
Îäíàêî ïðèêîñíîâåíèå ê ïëå÷ó, ïðåäïëå÷üþ èëè çàïÿñòüþ ÿâëÿåòñÿ âòîðæåíèåì â ëè÷íóþ çîíó. Ýòî âîçìîæíî òîëüêî ìåæäó ëþäüìè,
èñïûòûâàþùèìè îñîáî ýìîöèîíàëüíûé ïîäúåì â ìîìåíò ðóêîïîæàòèÿ. Åñëè ýòî ÷óâñòâî íå ÿâëÿåòñÿ îáîþäíûì èëè èíèöèàòîð íå èìååò
îñîáûõ îñíîâàíèé äëÿ ïîäîáíîãî ïðèâåòñòâèÿ, ïàðòíåð ìîæåò ïî÷óâñòâîâàòü íåäîâåðèå è ïîäîçðèòåëüíîñòü ê ñòîëü äåìîíñòðàòèâíûì æåñòàì è íàìåðåíèÿì, ðåçóëüòàòîì ÷åãî ñòàíåò ïîëèòè÷åñêàÿ íåóäà÷à
èëè íåñîñòîÿâøàÿñÿ ñäåëêà.
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 õîäå ïðèâåòñòâèÿ íå ñëåäóåò ñëèøêîì äîëãî çàäåðæèâàòü â ñâîåé
ðóêå ðóêó ïàðòíåðà: ó íåãî ìîæåò âîçíèêíóòü îùóùåíèå ïîïàäàíèÿ â
êàïêàí, ÷òî, åñòåñòâåííî, âûçûâàåò ðàçäðàæåíèå.
Âûðàæåíèå ëèöà. Íè÷òî íå îáëàäàåò áîëüøåé ñèëîé âûðàçèòåëüíîñòè, ÷åì ëèöî, êîòîðîå ÿâëÿåòñÿ ãëàâíûì ïîêàçàòåëåì ÷óâñòâ è íàñòðîåíèÿ. Ëåã÷å âñåãî ðàñïîçíàþòñÿ íà ëèöå ïîëîæèòåëüíûå ýìîöèè
(ñ÷àñòüå, ëþáîâü, óäèâëåíèå, âîñòîðã); òðóäíåå — îòðèöàòåëüíûå (ïå÷àëü, ãíåâ, îòâðàùåíèå). Îáùåíèå òîëüêî âûèãðàåò, åñëè Âû áóäåòå
ñäåðæèâàòü îòðèöàòåëüíûå ýìîöèè è íå ñòåñíÿòüñÿ â âûðàæåíèè ïîëîæèòåëüíûõ. Âñåãäà ïðèÿòíåå èìåòü äåëî ñ æèçíåðàäîñòíûì, îïòèìèñòè÷íûì ïàðòíåðîì, íåæåëè ñ ìðà÷íûì è óãðþìûì.
Ëèöî ÷åëîâåêà àñèììåòðè÷íî: ëåâàÿ ñòîðîíà áîëüøå îòðàæàåò ýìîöèè, ÷åì ïðàâàÿ. Ïîýòîìó, åñëè âîçíèêàåò ïîòðåáíîñòü íå ñëèøêîì
äåìîíñòðèðîâàòü ñâîè ÷óâñòâà è íàñòðîåíèå, ìîæíî ñëåãêà ïîâåðíóòüñÿ ê ïàðòíåðó ïðàâîé ñòîðîíîé ëèöà.
Óëûáêà íà âàøåì ëèöå, ïîæàëóé, íàèáîëåå óíèâåðñàëüíîå ñðåäñòâî, ñïîñîáñòâóþùåå ðàçâèòèþ îòíîøåíèé. Ìû óëûáàåìñÿ íå òîëüêî
ïîòîìó, ÷òî ðàäû ÷åìó-ëèáî, íî è ïîòîìó, ÷òî ýòî ïîìîãàåò íàì
÷óâñòâîâàòü ñåáÿ óâåðåííåå è íåçàâèñèìåå. Ïðè âñòðå÷å óëûáêà ñïîñîáñòâóåò ñíèæåíèþ íàïðÿæåíèÿ è áîëåå ðàñêîâàííîìó è ñïîêîéíîìó
îáùåíèþ. Îíà ãîâîðèò î äðóæåëþáèè è ðàñïîëîæåíèè.
Óëûáêà, êàê è âñå ñðåäñòâà íåâåðáàëüíîãî îáùåíèÿ, âûðàæàåò ìíîæåñòâî íþàíñîâ ïåðåæèâàíèé. Ñóùåñòâóþò äðóæåëþáíàÿ, ïðèâåòëèâàÿ, èðîíè÷íàÿ, íàñìåøëèâàÿ, çàèñêèâàþùàÿ, ïðåçðèòåëüíàÿ óëûáêà
è äðóãèå âèäû. Äàæå îäíà è òà æå óëûáêà ìîæåò îçíà÷àòü ðàçëè÷íûå
îòòåíêè ÷óâñòâ.
Ñëåäóÿ ïðàâèëó óëûáàòüñÿ ÷àùå, íåëüçÿ çàáûâàòü î òîì, ÷òî óëûáêà
äîëæíà áûòü àäåêâàòíà ñèòóàöèè è íå âûçûâàòü ðàçäðàæåíèÿ ïàðòíåðà.
Óñïåõ ïðèíîñèò òîëüêî ÷åñòíàÿ, èñêðåííÿÿ óëûáêà, à íå ôàëüøèâàÿ.
Óìåñòíîé óëûáêå ïðîòèâîïîêàçàíèé íå ñóùåñòâóåò.
×óâñòâóþùèå ñåáÿ íåçàâèñèìî ëþäè ñïîñîáíû íà óëûáêó, îáåçîðóæèâàþùóþ è ðàññëàáëÿþùóþ ïàðòíåðà.
Ïîçû è æåñòû. Ïîçû è æåñòû ãîâîðÿò î ìíîãîì: óñòàíîâêå, ÷óâñòâàõ,
âîçðàñòå, äàæå íàöèîíàëüíîñòè ïàðòíåðà. Îíè ìîãóò áûòü ñèãíàëîì çàèíòåðåñîâàííîñòè, áåçðàçëè÷èÿ èëè îêîí÷àíèÿ âñòðå÷è.
 äåëîâîé ïðàêòèêå, îñîáåííî ïåðåãîâîðíîé, ìîæíî âûäåëèòü íåñêîëüêî îñíîâíûõ ãðóïï æåñòîâ è ïîç, îòðàæàþùèõ ðàçëè÷íîå âíóòðåííåå ñîñòîÿíèå èëè óñòàíîâêó ïàðòíåðîâ.
Æåñòû îòêðûòîñòè. Ñâèäåòåëüñòâóþò î çàèíòåðåñîâàííîñòè, èñêðåííîñòè ïàðòíåðà, åãî ðàñïîëîæåíèè, æåëàíèè ãîâîðèòü îòêðîâåííî.
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Òàêîâûìè ÿâëÿþòñÿ «ðàñêðûòûå ðóêè» è «ðàññòåãíóòûé ïèäæàê». Æåñò
«ðàñêðûòûå ðóêè» (îäèí èç ïàðòíåðîâ ïðîòÿãèâàåò âïåðåä, â ñòîðîíó
ñîáåñåäíèêà, ñâîè ðóêè ëàäîíÿìè ââåðõ) äåìîíñòðèðóåò æåëàíèå èäòè
íàâñòðå÷ó è óñòàíîâèòü êîíòàêò. Ýòîò æåñò õàðàêòåðåí äëÿ äåòåé, êîãäà
îíè ãîðäÿòñÿ ñâîèìè óñïåõàìè èëè õîòÿò çàâåðèòü â ñâîåé èñêðåííîñòè.
«Ðàññòåãíóòûé ïèäæàê» òàêæå ÿâëÿåòñÿ äåìîíñòðàöèåé îòêðûòîñòè, ðàñïîëîæåíèÿ è ðàñêîâàííîñòè. Èíîãäà ïèäæàê äàæå ñíèìàþò,
÷òî âïîëíå äîïóñòèìî. Ñîãëàøåíèå ìåæäó ïàðòíåðàìè â ðàññòåãíóòûõ
ïèäæàêàõ äîñòèãàåòñÿ ëåã÷å è ÷àùå, ÷åì ìåæäó òåìè, êòî ïèäæàêîâ
íå ðàññòåãíóë.
Êîãäà î÷åâèäíà âîçìîæíîñòü ïîëîæèòåëüíîãî ðåøåíèÿ, äîñòèæåíèÿ ñîãëàøåíèÿ è ñîçäàåòñÿ âïå÷àòëåíèå ïëîäîòâîðíîãî ñîòðóäíè÷åñòâà, ïàðòíåðû ðàññòåãèâàþò ïèäæàêè, ðàñïðÿìëÿþò íîãè è ïîäàþòñÿ
âïåðåä, ê ñîáåñåäíèêó.
Ýòè æåñòû ïîëåçíî òàêæå èñïîëüçîâàòü â ñàìîì íà÷àëå ðàçãîâîðà,
÷òîáû ñîçäàòü àòìîñôåðó îòêðûòîñòè è äîâåðèòåëüíîñòè è ïîáóäèòü ê
òîìó æå âàøåãî ïàðòíåðà.
Æåñòû ðàçìûøëåíèÿ è îöåíêè. Îòðàæàþò ñîñòîÿíèå ðàçäóìüÿ è ñòðåìëåíèå íàéòè ðåøåíèå ïðîáëåìû. Ïîçà «Ìûñëèòåëÿ» Î. Ðîäåíà («ðóêà ó
ëèöà») ñâèäåòåëüñòâóåò î ðàçìûøëåíèè íàä çàèíòåðåñîâàâøèì îáñòîÿòåëüñòâîì. Ïîùèïûâàíèå ïåðåíîñèöû ñ çàêðûòûìè ãëàçàìè ãîâîðèò
î ãëóáîêîé ñîñðåäîòî÷åííîñòè. Ïî÷åñûâàíèå ïîäáîðîäêà îçíà÷àåò çàíÿòîñòü ïðîöåññîì ïðèíÿòèÿ ðåøåíèÿ.
Æåñòû ñîìíåíèÿ. Ýòî ïðèêîñíîâåíèå ê íîñó; ëåãêîå åãî ïîòèðàíèå;
ïî÷åñûâàíèå óêàçàòåëüíûì ïàëüöåì ïðàâîé ðóêè ìåñòà ïîä ìî÷êîé
óõà èëè áîêîâîé ÷àñòè øåè. Åñëè ãîëîâà ñîáåñåäíèêà îïèýòî ñîìíåíèå
ñî çíàêîì «ìèíóñ» (ñîáåñåäíèê ñêëîíÿåòñÿ ñêîðåå ê îòðèöàòåëüíîìó
ðåøåíèþ); â òàêîì ñëó÷àå ñëåäóåò ìåíÿòü ñèñòåìó àðãóìåíòîâ. Åñëè æå
ïàëüöû ðàñïîëàãàþòñÿ âäîëü ùåêè — ýòî ñîìíåíèå ñî çíàêîì ïëþñ»,
â ýòîì ñëó÷àå ñëåäóåò óñèëèòü ñâîè àðãóìåíòû. (Ïàëüöû â îáîèõ ñëó÷àÿõ ìîãóò áûòü çàìåíåíû ëèñòîì áóìàãè èëè ðó÷êîé).
Æåñòû è ïîçû çàùèòû. Ñâèäåòåëüñòâóþò î òîì, ÷òî ïàðòíåð îùóùàåò äèñêîìôîðò, îïàñíîñòü èëè óãðîçó. Íàèáîëåå ðàñïðîñòðàíåííûé
æåñò ýòîé ãðóïïû — ñêðåùåííûå íà ãðóäè ðóêè.
Ïðîñòîå ñêðåùèâàíèå ðóê îáîçíà÷àåò îáîðîíèòåëüíîå èëè íåãàòèâíîå
ñîñòîÿíèå ñîáåñåäíèêà. Ýòîò æåñò èìååò íåñêîëüêî çíà÷åíèé: à) ó íåãî
ñâîè äåëà; á) îí î ÷åì-òî ñïðîñèë âàñ, à âû î ñâîåì; â) âû äàâèòå íà íåãî
(æåñò ãîâîðèò: îñòîðîæíî, íå òðîãàé, ýòî ñâÿòîå; îòñòàíü); ã) ñêåïòè÷åñêîå
îòíîøåíèå ê ïðåäëàãàåìîìó; ä) «íåò», îòêàç.  ýòîì ñëó÷àå ñëåäóåò èíà÷å,
îòíåñòèñü ê òîìó, ÷òî âû äåëàåòå èëè ãîâîðèòå, èáî âûñîêà âåðîÿòíîñòü òîãî,
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÷òî ïàðòíåð óõîäèò îò îáùåíèÿ. Åñëè â ãðóïïå êòî-òî îäèí ñêðåñòèë
ðóêè â çàùèòíîé ïîçå, âïîëíå ìîæíî îæèäàòü, ÷òî è äðóãèå ÷ëåíû ãðóïïû ïîñëåäóþò ýòîìó ïðèìåðó. Èíîãäà ýòîò æåñò ìîæåò îçíà÷àòü ïðîñòî
ñïîêîéñòâèå, íî òàê áûâàåò â ñëó÷àÿõ, êîãäà îáùåíèå íå íîñèò íàïðÿæåííîãî õàðàêòåðà.
Ïàëüöû ñêðåùåííûõ ðóê ñîáåñåäíèêà ñæàòû â êóëàêè — ýòî ãîâîðèò î åãî âðàæäåáíîñòè èëè íàñòóïàòåëüíîé ïîçèöèè.  òàêîì ñëó÷àå
ïîëåçíî çàìåäëèòü ñâîþ ðå÷ü è äâèæåíèÿ, êàê áû ïðåäëàãàÿ ñîáåñåäíèêó ïîñëåäîâàòü âàøåìó ïðèìåðó. Åñëè ýòî íå ïðèâîäèò ê óñïåõó,
íàäî ìåíÿòü àêöåíòû èëè òåìó ðàçãîâîðà.
Êèñòè ñêðåùåííûõ ðóê êðåïêî îáõâàòûâàþò ïëå÷è — ýòî ñâèäåòåëüñòâóåò î ñäåðæèâàíèè ïàðòíåðîì íåãàòèâíîé ðåàêöèè íà ïîçèöèþ
ñîáåñåäíèêà. Òàêàÿ ïîçà íåðåäêî ñîïðîâîæäàåòñÿ õîëîäíûì, ïðèùóðåííûì âçãëÿäîì è èðîíè÷íîé èëè èñêóññòâåííîé óëûáêîé. Íè÷åãî
õîðîøåãî ýòî íå ïðåäâåùàåò: ñîáåñåäíèê óáåæäåí â ïðàâèëüíîñòè ñâîåé ïîçèöèè, ñ òðóäîì ñäåðæèâàåò ñåáÿ è íàõîäèòñÿ íà ïðåäåëå. Çäåñü
íåîáõîäèìû ìåðû, ñíèæàþùèå íàïðÿæåííîñòü: ðàñêðûòü ðóêè, ðàññòåãíóòü ïèäæàê, óëûáíóòüñÿ, ïîøóòèòü, ðàññêàçàòü àíåêäîò, ïîäîéòè ê ïðîáëåìå ñ äðóãîé ñòîðîíû è ò.ï.
Ñêðåùåííûå íà ãðóäè ðóêè ñ âåðòèêàëüíî âûñòàâëåííûìè áîëüøèìè
ïàëüöàìè îçíà÷àþò èëè íåãàòèâíîå îòíîøåíèå, èëè ÷óâñòâî ïðåâîñõîäñòâà.
Ýòîò æåñò ìîæåò ñîïðîâîæäàòüñÿ ïîêà÷èâàíèåì íà êàáëóêàõ.
Æåñòû è ïîçû óâåðåííîñòè. Íîãà íà íîãå; ðóêè â çàìîê çà ñïèíîé
(îò ýòîãî æåñòà ñëåäóåò îòëè÷àòü «çàêëàäûâàíèå ðóê çà ñïèíó ñ çàõâàòîì çàïÿñòüÿ èëè ëîêòÿ è ïðåäïëå÷üÿ», âûðàæàþùåå ñòðåìëåíèå âçÿòü
ñåáÿ â ðóêè); çàêëàäûâàíèå ðóê çà ãîëîâó. Ïîñëåäíèé æåñò íå ñëèøêîì
êîððåêòåí, è ìíîãèå íå ëþáÿò, êîãäà åãî äåìîíñòðèðóþò. Äëÿ åãî
íåéòðàëèçàöèè ìîæíî ïîïðîñèòü ñîáåñåäíèêà óòî÷íèòü íåêîòîðûå äåòàëè, ïðîÿñíèòü íåïîíÿòíûå ìîìåíòû, çàñòàâèòü åãî ñìåíèòü ïîçó,
ïîêàçàâ íà ðàññòîÿíèè êàêîé-ëèáî ïðåäìåò èëè äîêóìåíò.
Æåñòû çàòÿãèâàíèÿ âðåìåíè. Ïîñòîÿííîå ñíèìàíèå è íàäåâàíèå î÷êîâ; ïðîòèðàíèå ëèíç; ñîñàíèå äóæêè î÷êîâ; íåñïåøíîå è òùàòåëüíîå çàêóðèâàíèå ñèãàðåòû èëè òðóáêè; ðàñõàæèâàíèå ïåðåä ïàðòíåðîì. Åñëè Âû íàáëþäàåòå îäèí èç ýòèõ æåñòîâ ñðàçó ïîñëå òîãî, êàê
ñïðîñèëè ñîáåñåäíèêà î åãî ðåøåíèè, ëó÷øå âñåãî îæèäàòü îòâåò ìîë÷à. Åñëè ïàðòíåð âíîâü íàäåâàåò î÷êè, ýòî îçíà÷àåò, ÷òî îí õî÷åò åùå
ðàç «âçãëÿíóòü íà ôàêòû». «Ðàñõàæèâàíèå» — ïîçèòèâíûé æåñò: ñîáåñåäíèê ñòðåìèòñÿ ðåøèòü ñëîæíóþ ïðîáëåìó èëè ïðèíÿòü òðóäíîå
ðåøåíèå. Íå ñëåäóåò ìåøàòü åìó ðàçãîâîðàìè. Ýòî ìîæåò íàðóøèòü
õîä åãî ìûñëåé è âîñïðåïÿòñòâîâàòü ïðèíÿòèþ ðåøåíèÿ.
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Æåñòû ïîäîçðèòåëüíîñòè è ñêðûòíîñòè. Îçíà÷àþò íåäîâåðèå ê ïàðòíåðó, ñîìíåíèå â åãî ïðàâîòå, æåëàíèå ñêðûòü êàêóþ-ëèáî èíôîðìàöèþ. Ñîáåñåäíèê àâòîìàòè÷åñêè ñòðåìèòñÿ ïðèêðûòü ëèöî ðóêàìè,
ïîòèðàåò ëîá, âèñêè, ïîäáîðîäîê; ñòàðàåòñÿ íå ñìîòðåòü íà ïàðòíåðà,
íåïðîèçâîëüíî îòâîäÿ âçãëÿä â ñòîðîíó. Ïðèçíàêîì ñêðûòíîñòè ÿâëÿåòñÿ òàêæå èñêóññòâåííàÿ, íåèñêðåííÿÿ óëûáêà â òîò ìîìåíò, êîãäà
îí íàñòðîåí ÿâíî âðàæäåáíî èëè çàùèùàåòñÿ.
Æåñòû íåñîãëàñèÿ. Èíà÷å èõ ìîæíî íàçâàòü æåñòàìè âûòåñíåíèÿ:
êîãäà ñîáåñåäíèê íå ñîãëàñåí ñ ìíåíèåì ïàðòíåðîâ, íî íå âûñêàçûâàåò ñâîå ìíåíèå, îí ïðîäåëûâàåò ïðîáíûå æåñòû, íàïðèìåð, ñîáèðàåò
íåñóùåñòâóþùèå âîðñèíêè ñ îäåæäû. ×åëîâåê, ñîáèðàþùèé âîðñèíêè, îáû÷íî ñèäèò, îòâåðíóâøèñü îò äðóãèõ, è ñìîòðèò â ñòîðîíó èëè
â ïîë. Ýòî âåðíûé çíàê òîãî, ÷òî âàøåìó ñîáåñåäíèêó íå íðàâèòñÿ âñå,
÷òî ãîâîðèòñÿ è ïðîèñõîäèò, äàæå åñëè íà ñëîâàõ îí ñî âñåì ñîãëàñåí.
Îáðàòèòåñü ê íåìó ñ ïðîñüáîé âûñêàçàòü ñâîå ìíåíèå. Åñëè è ïîñëå
ýòîãî îí áóäåò ïðîäîëæàòü ñîáèðàòü âîðñèíêè, òî, ïðîäåìîíñòðèðîâàâ æåñòû îòêðûòîñòè, ñïðîñèòå ïðÿìî î òåõ âîçðàæåíèÿõ, êîòîðûå
îí íå ðåøàåòñÿ âûñêàçàòü.
Êóðåíèå. Ýòî âíåøíåå ïðîÿâëåíèå âíóòðåííåãî äèñáàëàíñà èëè êîíôëèêòà, îäèí èç ñïîñîáîâ îñëàáëåíèÿ íåðâíîãî íàïðÿæåíèÿ.
Êóðèëüùèêè òðóáîê ñêîðåå âñåãî íå ñêëîííû ïðèíèìàòü ñêîðîïàëèòåëüíûõ ðåøåíèé. Èì òðåáóåòñÿ áîëüøå âðåìåíè äëÿ ïðèíÿòèÿ ðåøåíèé, ÷åì êóðèëüùèêàì ñèãàðåò. «Òðóáî÷íûé» ðèòóàë ÷àñòî íà÷èíàåòñÿ òîãäà, êîãäà íàñòóïàåò íàïðÿæåííûé ìîìåíò ïåðåãîâîðîâ. Êóðåíèå ñèãàðåòû òàêæå ÿâëÿåòñÿ ñïîñîáîì ñíèæåíèÿ íàïðÿæåíèÿ,
ïîçâîëÿþùèì òÿíóòü âðåìÿ. Îäíàêî êóðèëüùèêè ñèãàðåò ïðèíèìàþò
ðåøåíèÿ áûñòðåå, ÷åì «òðóáî÷íèêè».
Íàïðàâëåíèå, â êîòîðîì âûïóñêàåòñÿ äûì èçî ðòà, óêàçûâàåò íà òî,
êàê ïàðòíåð îòíîñèòñÿ ê ñèòóàöèè — ïîëîæèòåëüíî èëè îòðèöàòåëüíî.
Ïîëîæèòåëüíî íàñòðîåííûé, óâåðåííûé è ñàìîäîâîëüíûé ñîáåñåäíèê ïîñòîÿííî âûïóñêàåò äûì ââåðõ. Íåãàòèâíî íàñòðîåííûé, ñêðûòíûé èëè
ïîäîçðèòåëüíûé ïàðòíåð âñåãäà íàïðàâëÿåò ñòðóþ âíèç. Ñòðóÿ äûìà âíèç
èç óãîëêà ðòà ãîâîðèò î åùå áîëåå íåãàòèâíîì è ñêðûòîì îòíîøåíèè.
Ïîñòîÿííîå ñáðàñûâàíèå ïåïëà ñ êîíöà ñèãàðåòû íà ïåïåëüíèöó óêàçûâàåò íà íàïðÿæåííîå âíóòðåííåå ñîñòîÿíèå ïàðòíåðà, è, âîçìîæíî, åãî
íåîáõîäèìî óñïîêîèòü.
Êóðåíèå ñèãàð èñïîëüçóåòñÿ ÷àùå âñåãî êàê ñðåäñòâî äåìîíñòðàöèè
ïðåâîñõîäñòâà è ôèíàíñîâîãî áëàãîïîëó÷èÿ. ×àøå âñåãî ñèãàðû êóðÿò íà
òîðæåñòâåííûõ ìåðîïðèÿòèÿõ. Íå óäèâèòåëüíî, ÷òî ëþäè, êóðÿùèå ñèãàðû, íàïðàâëÿþò äûì ïðàêòè÷åñêè âñåãäà ââåðõ. Åñëè âû ïðåäëîæèòå âàøå118
ìó êóðÿùåìó ïàðòíåðó äîðîãèå ñèãàðû, òî òåì ñàìûì âû ïðîÿâèòå óâàæåíèå ê íåìó, äàäèòå ïî÷óâñòâîâàòü åìó åãî çíà÷èòåëüíîñòü, óëó÷øèòå åãî
íàñòðîåíèå. Ýòî âïîëíå âõîäèò â âàøè íàìåðåíèÿ, åñëè âû çàèíòåðåñîâàíû
â óñïåõå äåëîâîé áåñåäû èëè ïåðåãîâîðîâ.
Ïðîêñåìè÷åñêîå ïîâåäåíèå âêëþ÷àåò íå òîëüêî äèñòàíöèþ, íî è
âçàèìíóþ îðèåíòàöèþ ëþäåé â ïðîñòðàíñòâå. äðóçüÿ – ðÿäîì, ó÷àñòíèêè äåëîâîé áåñåäû – ÷åðåç óãîë ñòîëà, êîíêóðåíòû – ÷åðåç ñòîë.
Âçàèìîîòíîøåíèÿ ëþäåé ðàçâåðòûâàþòñÿ íå òîëüêî â ïðîñòðàíñòâå, íî è âî âðåìåíè. Êàê ÷åëîâåê ðàñïîðÿæàåòñÿ ÷óæèì è ñâîèì
âðåìåíåì, ÿâëÿåòñÿ âàæíûì ñîöèàëüíûì çíàêîì. Óâàæåíèå ê äðóãîìó
÷åëîâåêó ïðîÿâëÿåòñÿ â ïîâûøåííîé òî÷íîñòè, ïóíêòóàëüíîñòè ïîâåäåíèÿ, çàñòàâèòü äðóãîãî æäàòü – çíà÷èò âîëüíî èëè íåâîëüíî çàÿâèòü î ñâîåì ïðàâå ðàñïîðÿæàòüñÿ ñèòóàöèåé. Ôàêòîð âðåìåíè î÷åíü
çíà÷èì â òîì îáùåñòâå, â êîòîðîì «âðåìÿ – äåíüãè», ïîýòîìó âàæíî
íå òðàòèòü âðåìÿ çðÿ.  ýòîì, â ÷àñòíîñòè, è íóæíî èñêàòü èñòîê
ïóíêòóàëüíîñòè ó áèçíåñìåíîâ.
Ñóùåñòâóþò ïðàâèëà âçàèìîäåéñòâèÿ, è èõ íóæíî çíàòü è âûïîëíÿòü â çàâèñèìîñòè îò òîãî, êàêîå ìåñòî çà ñòîëîì ïåðåãîâîðîâ çàíèìàþò ó÷àñòíèêè îáùåíèÿ.
Âíà÷àëå ðàññìîòðèì ðàçìåùåíèå ó÷àñòíèêîâ ïåðåãîâîðîâ â óñëîâèÿõ ðàáî÷åãî êàáèíåòà çà ñòàíäàðòíûì ïåðåãîâîðíûì ñòîëîì ïðè ÷åòûðåõ ïîëîæåíèÿõ âàøåãî ñîáåñåäíèêà:
1) óãëîâîå ðàñïîëîæåíèå;
2) ïîçèöèÿ äåëîâîãî âçàèìîäåéñòâèÿ;
3) êîíêóðèðóþùå-îáîðîíèòåëüíàÿ ïîçèöèÿ;
4) íåçàâèñèìàÿ ïîçèöèÿ.
Óãëîâîå ðàñïîëîæåíèå õàðàêòåðíî äëÿ ëþäåé, çàíÿòûõ äðóæåñêîé
íåïðèíóæäåííîé áåñåäîé (ðèñ. 1). Ýòà ïîçèöèÿ ñïîñîáñòâóåò ïîñòîÿííîìó êîíòàêòó ãëàç è ïðåäñòàâëÿåò ïðîñòîð äëÿ æåñòèêóëÿöèè è âîçìîæíîñòü äëÿ íàáëþäåíèÿ çà æåñòàìè ñîáåñåäíèêà. Óãîë ñòîëà ñëóæèò
÷àñòè÷íûì áàðüåðîì â ñëó÷àå îïàñíîñòè èëè óãðîçû ñî ñòîðîíû ñîáåñåäíèêà. Ïðè òàêîì ðàñïîëîæåíèè îòñóòñòâóåò òåððèòîðèàëüíîå ðàçäåëåíèå ñòîëà.
Ðèñ.1. Ïîçèöèÿ óãëîâîãî ðàñïîëîæåíèÿ
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Êîãäà äâà ÷åëîâåêà ðàáîòàþò â ñîàâòîðñòâå íàä êàêîé-íèáóäü
ïðîáëåìîé, îíè îáû÷íî çàíèìàþò ïîçèöèþ äåëîâîãî âçàèìîäåéñòâèÿ
(ðèñ. 2). Ýòî îäíà èç ñàìûõ óäà÷íûõ ñòðàòåãè÷åñêèõ ïîçèöèé äëÿ
îáñóæäåíèÿ è âûðàáîòêè îáùèõ ðåøåíèé.
Ðèñ.2. Ïîçèöèÿ äåëîâîãî âçàèìîäåéñòâèÿ
Ïîëîæåíèå ïàðòíåðîâ äðóã ïðîòèâ äðóãà îáû÷íî ñîçäàåò àòìîñôåðó ñîïåðíè÷åñòâà (ðèñ. 3). Òàêîå ðàñïîëîæåíèå ñîáåñåäíèêîâ ñïîñîáñòâóåò òîìó, ÷òî êàæäàÿ ñòîðîíà áóäåò ïðèäåðæèâàòüñÿ ñâîåé òî÷êè
çðåíèÿ. Ñòîë ìåæäó íèìè ñòàíîâèòñÿ ñâîåîáðàçíûì áàðüåðîì. Ëþäè
çàíèìàþò çà ñòîëîì òàêîå ïîëîæåíèå â òîì ñëó÷àå, åñëè îíè íàõîäÿòñÿ â îòíîøåíèè ñîïåðíè÷åñòâà èëè êîãäà îäèí èç íèõ äåëàåò âûãîâîð
äðóãîìó. Êðîìå òîãî, åñëè âñòðå÷à ïðîèñõîäèò â êàáèíåòå, òî òàêîå
ðàñïîëîæåíèå ñâèäåòåëüñòâóåò òàêæå îá îòíîøåíèÿõ ñóáîðäèíàöèè.
Ñëåäóåò ïîìíèòü, ÷òî êîíêóðèðóþùå-îáîðîíèòåëüíàÿ ïîçèöèÿ çàòðóäíÿåò ïîíèìàíèå òî÷êè çðåíèÿ ñîáåñåäíèêîâ è íå ñîçäàåò íåïðèíóæäåííîé àòìîñôåðû. Áîëüøåãî âçàèìîïîíèìàíèÿ ìîæíî äîñòèãíóòü
â ïîçèöèè óãëîâîãî ðàñïîëîæåíèÿ è â ïîçèöèè äåëîâîãî âçàèìîäåéñòâèÿ, ÷åì â êîíêóðèðóþùå-îáîðîíèòåëüíîé ïîçèöèè. Ðàçãîâîð â òàêîé ïîçèöèè äîëæåí áûòü êîðîòêèì è ñïåöèôè÷íûì.
Ðèñ.3. Êîíêóðèðóþùå-îáîðîíèòåëüíàÿ ïîçèöèÿ
120
Áûâàþò ñëó÷àè, êîãäà î÷åíü òðóäíî èëè íåóìåñòíî çàíèìàòü ïîçèöèþ óãëîâîãî ðàñïîëîæåíèÿ ïðè ïðåäúÿâëåíèè ñâîåãî ìàòåðèàëà. Ïðåäïîëîæèì, âàì íóæíî ïðåäëîæèòü îáðàçåö, ñõåìó èëè êíèãó íà ðàññìîòðåíèå ÷åëîâåêó, ñèäÿùåìó íàïðîòèâ âàñ. Ñíà÷àëà ïîëîæèòå òî,
÷òî âû õîòèòå ïðåäúÿâèòü, íà öåíòðàëüíóþ ëèíèþ ñòîëà. Åñëè îí
íàêëîíèòñÿ âïåðåä, ÷òîáû ëó÷øå ðàññìîòðåòü âàø ìàòåðèàë, íî íå
ïðèäâèíåò åãî íà ñâîþ ñòîðîíó, òî ýòî îçíà÷àåò, ÷òî åìó âàø ìàòåðèàë ìàëîèíòåðåñåí. Åñëè æå îí ïðèäâèíåò ìàòåðèàë íà ñâîþ ñòîðîíó
ñòîëà, òî ýòî îçíà÷àåò, ÷òî îí ïðîÿâèë ê íåìó èíòåðåñ. Ýòî äàåò âîçìîæíîñòü ïîïðîñèòü ðàçðåøåíèÿ ïðîéòè íà åãî ñòîðîíó è çàíÿòü èëè
óãëîâóþ ïîçèöèþ, èëè ïîçèöèþ äåëîâîãî ñîòðóäíè÷åñòâà. Îäíàêî åñëè
îí îòòîëêíåò òî, ÷òî âû åìó ïðèíåñëè, çíà÷èò ñäåëêà íå ñîñòîèòñÿ è
íóæíî êàê ìîæíî áûñòðåå çàêàí÷èâàòü ðàçãîâîð. Ëþäè, íå æåëàþùèå
âçàèìîäåéñòâîâàòü çà ñòîëîì äðóã ñ äðóãîì, çàíèìàþò íåçàâèñèìóþ
ïîçèöèþ.
×àùå âñåãî òàêîå ïîëîæåíèå çàíèìàþò ïîñåòèòåëè áèáëèîòåê, îòäûõàþùèå íà ñêàìåéêå â ïàðêå èëè ïîñåòèòåëè ðåñòîðàíîâ è êàôå. Ýòà
ïîçèöèÿ ñâèäåòåëüñòâóåò îá îòñóòñòâèè çàèíòåðåñîâàííîñòè. Åå ñëåäóåò
èçáåãàòü â òîì ñëó÷àå, êîãäà òðåáóåòñÿ îòêðîâåííàÿ áåñåäà èëè çàèíòåðåñîâàííûå ïåðåãîâîðû.
Íà ñîçäàíèå ïñèõîëîãè÷åñêîãî êëèìàòà ñóùåñòâåííîå âëèÿíèå îêàçûâàåò íå òîëüêî ðàñïîëîæåíèå ñîáåñåäíèêîâ çà ñòîëîì, íî è ôîðìà
ñàìèõ ñòîëîâ. Òàê, êâàäðàòíûé ñòîë ñïîñîáñòâóåò ñîçäàíèþ îòíîøåíèé
ñîïåðíè÷åñòâà ìåæäó ëþäüìè, ðàâíûìè ïî ïîëîæåíèþ. Êâàäðàòíûå ñòîëû õîðîøè äëÿ ïðîâåäåíèÿ êîðîòêîé äåëîâîé áåñåäû èëè äëÿ òîãî,
÷òîáû ïîä÷åðêíóòü îòíîøåíèÿ ñóáîðäèíàöèè. Çäåñü îòíîøåíèÿ ñîòðóäíè÷åñòâà óñòàíàâëèâàþòñÿ ñêîðåå ñ òåì ÷åëîâåêîì, êîòîðûé ñèäèò çà
ñòîëîì ðÿäîì ñ âàìè, ïðè÷åì ÷åëîâåê, êîòîðûé ñèäèò ñïðàâà îò âàñ,
áóäåò áîëåå âíèìàòåëåí ê âàì, ÷åì òîò, êîòîðûé ñèäèò ñëåâà. Ìàêñèìàëüíîå ñîïðîòèâëåíèå áóäåò îêàçûâàòü òîò ÷åëîâåê, êîòîðûé ñèäèò
ïðÿìî íàïðîòèâ âàñ. Çà ïðÿìîóãîëüíûì ñòîëîì íà âñòðå÷å ëþäåé îäèíàêîâîãî ñîöèàëüíîãî ñòàòóñà ãëàâåíñòâóþùèì ñ÷èòàåòñÿ òî ìåñòî, íà
êîòîðîì ñèäèò ÷åëîâåê, îáðàùåííûé ëèöîì ê äâåðè. Êðóãëûé ñòîë ñîçäàåò àòìîñôåðó íåîôèöèàëüíîñòè è íåïðèíóæäåííîñòè, è çà íèì ëó÷øå âñåãî ïðîâîäèòü áåñåäû ëþäÿì îäèíàêîâîãî ñîöèàëüíîãî ñòàòóñà.
Òàêèì îáðàçîì, êâàäðàòíûé (èëè ïðÿìîóãîëüíûé) ñòîë, êîòîðûé
îáû÷íî ÿâëÿåòñÿ ðàáî÷èì ñòîëîì, èñïîëüçóåòñÿ äëÿ äåëîâûõ áåñåä,
ïåðåãîâîðîâ, áðèôèíãîâ. Êðóãëûé ñòîë ÷àùå âñåãî èñïîëüçóåòñÿ äëÿ
ñîçäàíèÿ íåïðèíóæäåííîé, íåîôèöèàëüíîé àòìîñôåðû è õîðîø â òîì
ñëó÷àå, êîãäà âàì íóæíî äîñòè÷ü ñîãëàøåíèÿ.
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Ñëåäóåò íå òîëüêî ïðàâèëüíî âûáðàòü ôîðìó ñòîëà, íî è óìåòü
ïîñàäèòü çà íåãî âàøåãî ñîáåñåäíèêà òàê, ÷òîáû ñîçäàòü ìàêñèìàëüíûé ïñèõîëîãè÷åñêèé êîìôîðò.
Íåêîòîðûå ïðàêòè÷åñêèå ðåêîìåíäàöèè
– Êàê ïðàâèëî, ëþäè ñ äîáðîæåëàòåëüíûì, ÷åñòíûì è óâåðåííûì èìèäæåì ïîïóëÿðíû, ëþáèìû è óâåðåííî ïðîäâèãàþòñÿ ê âåðøèíàì êàðüåðû. À ëþäè, ïîñûëàþùèå ñîáåñåäíèêó
ñèãíàëû ñëàáîñòè èëè íåîäíîçíà÷íûå ïîñëàíèÿ (íàïðèìåð, ôàëüøèâàÿ óëûáêà ïðè ïîëíîì áåçðàçëè÷èè), íèêàêîãî óâàæåíèÿ íå âûçûâàþò è ñïîñîáíû äîâåñòè ïàðòíåðà äî ñîñòîÿíèÿ àãðåññèè.
– Ñîáëþäàéòå ñðîê äîãîâîðåííîñòè ñ òî÷íîñòüþ äî ìèíóòû. Òåì
ñàìûì âû äàåòå ïîíÿòü ïàðòíåðó, ÷òî âû — ÷åëîâåê íàäåæíûé.
– Ïðè îáùåíèè ñ ïàðòíåðîì âàæíî ñîõðàíÿòü ñïîêîéñòâèå, õëàäíîêðîâèå è ñîáðàííîñòü â ñî÷åòàíèè ñ óìåíèåì áûñòðî ðàññëàáèòüñÿ è ñáðîñèòü íàïðÿæåíèå. Íå ÿâëÿéòåñü íà ïåðåãîâîðû â íåðâîçíîì, áåñïîêîéíîì èëè ðàññåÿííîì ñîñòîÿíèè. Ïðåæäå ÷åì âîéòè â
êàáèíåò ïàðòíåðà èëè øåôà, âñïîìíèòå î ñâîèõ ñèëüíûõ êà÷åñòâàõ.
Âû ñïîíòàííî ïî÷óâñòâóåòå ñåáÿ áîëåå ðàññëàáëåííî, ïîñêîëüêó ÿçûê
òåëà è ýìîöèè íàõîäÿòñÿ â òåñíîé âçàèìîñâÿçè. Ïðàâèëüíàÿ îñàíêà,
ëåãêàÿ óëûáêà îêàçûâàþò çàìåòíîå âîçäåéñòâèå íà âàøó óâåðåííîñòü â ñåáå, à òàêæå íà âàøåãî ïàðòíåðà. Íåâåðáàëüíûå êîìïîíåíòû î÷åíü çíà÷èìû â ïåðâûå ìèíóòû îáùåíèÿ. «Ïî îäåæêå âñòðå÷àþò...» — óòâåðæäàåò ðóññêàÿ ïîñëîâèöà. È ýòà «îäåæêà» — íå òîëüêî
õîðîøèé êîñòþì, íî è ïîçà, âçãëÿä, óëûáêà. Åùå íå ïðîèçíåñåíî
íè÷åãî çíà÷èìîãî, íî ïåðâàÿ îöåíêà ïàðòíåðà óæå ñäåëàíà. Ïñèõîëîãè îòâîäÿò íà ôîðìèðîâàíèå ïàðòíåðàìè îáðàçîâ äðóã äðóãà îò
äâóõ äî ÷åòûðåõ ìèíóò.
– Ñðàçó æå ïîêàæèòå çàèíòåðåñîâàííîñòü â ïðåäñòîÿùåé áåñåäå
èëè ïåðåãîâîðàõ. Ïðîäåìîíñòðèðóéòå ãîòîâíîñòü.
Íåâåðáàëüíûå ñðåäñòâà ïîâûøåíèÿ
äåëîâîãî ñòàòóñà
Î÷åíü âàæíî èìåòü âûñîêèé àâòîðèòåò â ãëàçàõ
ñâîèõ äåëîâûõ ïàðòíåðîâ. Áåçóñëîâíî, âû äîáüåòåñü ýòîãî â õîäå âçàèìîäåéñòâèÿ ñ íèìè è ýôôåêòèâíûìè ïðîôåññèîíàëüíûìè ðåøåíèÿìè, ïðàê122
òè÷åñêèìè äåëàìè. Îäíàêî îïðåäåëåííûõ ðåçóëüòàòîâ â ïîâûøåíèè äåëîâîãî ñòàòóñà è ïñèõîëîãè÷åñêîãî âîçäåéñòâèÿ íà ïàðòíåðà ìîæíî äîáèòüñÿ ñ ïîìîùüþ íåâåðáàëüíûõ ñðåäñòâ, òàêèõ êàê:
– èçìåíåíèå ôîðìû è ðàñïîëîæåíèÿ êðåñëà (÷åì âûøå ñïèíêà
êðåñëà, òåì áîëüøå ýòî âîçäåéñòâóåò ïñèõîëîãè÷åñêè íà ñîáåñåäíèêà; êðóòÿùèåñÿ êðåñëà äàþò áîëüøå ñâîáîäû è âëàñòè, ÷åì
ñòóëüÿ íà óñòîé÷èâûõ íîæêàõ, îñîáåííî â òîò ìîìåíò, êîãäà
îêàçûâàþò äàâëåíèå; ðàñïîëîæèâ ñòóë ñîáåñåäíèêà ïî äðóãóþ
ñòîðîíó ñòîëà è ïîñòàâèâ åãî êàê ìîæíî äàëüøå îò ñòîëà, âû
îêàçûâàåòå äàâëåíèå: ñòóë íàõîäèòñÿ íà ñîöèàëüíîì ðàññòîÿíèè,
÷òî ñíèæàåò ñòàòóñ ñîáåñåäíèêà);
– áîëåå íèçêèå êðåñëà, ñòóëüÿ, äèâàí÷èêè äëÿ ñîáåñåäíèêîâ;
– äîðîãàÿ ïåïåëüíèöà, ñòîÿùàÿ âíå çîíû äîñÿãàåìîñòè ñîáåñåäíèêà, ÷òî âûçûâàåò ó íåãî îùóùåíèå íåëîâêîñòè, êîãäà îí
ïîëüçóåòñÿ ïåïåëüíèöåé;
– äîðîãàÿ ïåïåëüíèöà ó âàñ è áîëåå äåøåâàÿ ó ñîáåñåäíèêà;
– èçûñêàííûé, ðåñïåêòàáåëüíûé áîêñ äëÿ ñèãàðåò;
– äîðîãèå àðîìàòíûå ñèãàðû;
– ôîòîãðàôèè, íà êîòîðûõ âû ñíÿòû â êîìïàíèè ñ ïðåçèäåíòîì
ñòðàíû, ìýðîì ñòîëèöû, èçâåñòíûì àêòåðîì, êîñìîíàâòîì,
ñïîðòñìåíîì, ïðåäïðèíèìàòåëåì è ò. ä;
– íåñêîëüêî îñòàâëåííûõ ïàïîê íà ñòîëå ñ íàäïèñÿìè «Ñîâåðøåííî ñåêðåòíî»;
– ïîëó÷åííûå âàìè èëè ôèðìîé ïðåñòèæíûå îòå÷åñòâåííûå èëè
çàðóáåæíûå ãðàìîòû, äèïëîìû, ñâèäåòåëüñòâà, íàãðàäû, ïðåìèè, ïðèçû;
– èçÿùíûé, ëåãêèé äîðîãîé ïîðòôåëü-äèïëîìàò è ò.ï.
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Ãëàâà 18.
ÒÅÕÍÈÊÀ ÏÐÎÂÅÄÅÍÈß ÄÅËÎÂÎÉ ÁÅÑÅÄÛ
Äåëîâàÿ áåñåäà — ýòî ñèñòåìà öåëåñîîáðàçíî ïîäîáðàííûõ ìûñëåé è ñëîâ, ïîñðåäñòâîì êîòîðûõ îäèí èëè íåñêîëüêî
ñîáåñåäíèêîâ õîòÿò îêàçàòü îïðåäåëåííîå âëèÿíèå íà äðóãîãî ñîáåñåäíèêà èëè íà ãðóïïó ñîáåñåäíèêîâ â öåëÿõ èçìåíåíèÿ ñóùåñòâóþùåé
äåëîâîé ñèòóàöèè, òî åñòü ñ öåëüþ ñîçäàíèÿ íîâîé äåëîâîé ñèòóàöèè
èëè íîâîãî äåëîâîãî îòíîøåíèÿ.
Áåñåäà ÿâëÿåòñÿ áëàãîïðèÿòíîé è ÷àñòî åäèíñòâåííîé âîçìîæíîñòüþ óáåäèòü ñîáåñåäíèêà â îáîñíîâàííîñòè âàøåé ïîçèöèè ñ òåì,
÷òîáû îí ñîãëàñèëñÿ ñ íåé è ïîääåðæàë åå.
Ïîñêîëüêó áåñåäó íå âñåãäà ìîæíî ïîâòîðèòü, âàæíî ïîëíîñòüþ
èñïîëüçîâàòü ïðåäîñòàâëåííóþ âîçìîæíîñòü. Îñîáåííî åñëè â íåé ó÷àñòâóþò ðàçëè÷íûå ñïåöèàëèñòû, «òðóäíîóëîâèìûå» ëþäè èëè âûñîêîïîñòàâëåííûå ðóêîâîäèòåëè, ïîýòîìó ïîëåçíî èìåòü ïðåäñòàâëåíèå
î ïñèõîëîãèè è òåõíèêå ïðîâåäåíèÿ áåñåäû è íå ïîëàãàòüñÿ òîëüêî íà
óäà÷ó è ñòå÷åíèå îáñòîÿòåëüñòâ.
Íå ñëåäóåò íà ïåðåãîâîðàõ ïðèíèìàòü çàêðûòûå è àãðåññèâíûå ïîçû
(íàêëîíåííàÿ âïåðåä ãîëîâà, íàñóïëåííûå áðîâè, øèðîêî ðàññòàâëåííûå íà ñòîëå ëîêòè, ñæàòûå â êóëàêè èëè ñöåïëåííûå ïàëüöû).
Íå ñòîèò íàäåâàòü î÷êè ñ çàòåìíåííûìè ñòåêëàìè, îñîáåííî ïðè
ïåðâîé âñòðå÷å. Ýòî ìåøàåò ïàðòíåðó àäåêâàòíî âîñïðèíèìàòü âàñ è
âàøó èíôîðìàöèþ è íàðóøàåò àòìîñôåðó îáùåíèÿ.
Íå ðàçâàëèâàéòåñü â êðåñëå — ïàðòíåð áóäåò ÷óâñòâîâàòü ñåáÿ ìåíåå
óäîáíî, ÷åì åìó áû õîòåëîñü. Æåñòèêóëÿöèÿ íåîáõîäèìà, íî îíà äîëæíà áûòü óìåðåííîé, à íå ÷ðåçìåðíîé. Àêòèâíàÿ æåñòèêóëÿöèÿ îòðàæàåò
ïîëîæèòåëüíûå ýìîöèè — çàèíòåðåñîâàííîñòü, äðóæåëþáèå; ÷ðåçìåðíàÿ — áåñïîêîéñòâî, íåóâåðåííîñòü, íåäîñòàòî÷íîñòü àðãóìåíòîâ.
Ïñèõîëîãè÷åñêèå àñïåêòû äåëîâîé áåñåäû
Ñ ñàìîãî íà÷àëà ïðè âñòðå÷å, îñîáåííî ïåðâîé,
âîçìîæíûõ ñîáåñåäíèêîâ â äåéñòâèå âñòóïàþò íå ìûøëåíèå, à ýìîöèè. Ïîýòîìó íåîáõîäèìî ñðàçó ïðîèçâåñòè áëàãîïðèÿòíîå âïå÷àòëåíèå. Âàø îáëèê äîëæåí ñîîòâåòñòâîâàòü ïðèíÿòûì ïðåäñòàâëåíèÿì î
ñôåðå âàøåé äåÿòåëüíîñòè èëè ïðîôåññèè, à òàêæå îáñòàíîâêå.
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– Âõîäèòå â êàáèíåò ïàðòíåðà óâåðåííî. Ñìîòðèòå åìó ïðÿìî â
ãëàçà. Ðóêîïîæàòèå äîëæíî áûòü ýíåðãè÷íûì è êîðîòêèì. Åñëè åñòü
íåîáõîäèìîñòü ïðåäñòàâèòüñÿ, íàçîâèòå èìÿ è ðîä çàíÿòèé.
– Ïðîíèêíèòåñü óâåðåííîñòüþ è óñòàíîâêîé íà óñïåõ. Áóäüòå äîáðîæåëàòåëüíû ïî îòíîøåíèþ ê ïàðòíåðó. Óëûáàéòåñü. Ïî âîçìîæíîñòè
ïîäàðèòå ñîáåñåäíèêó êîìïëèìåíò. Ïîñòàðàéòåñü áûòü åñòåñòâåííûì è
íåïðèíóæäåííûì.
– Íåëüçÿ íà÷èíàòü áåñåäó ñ ïðåäúÿâëåíèÿ ïðåòåíçèé, òåì áîëåå íà
ïîâûøåííûõ òîíàõ. Ïîëåçíåå äàòü ïîíÿòü, ÷òî îòíîøåíèÿ ñ ïàðòíåðîì
äëÿ âàñ ïðåâûøå âñåãî, ïðîáëåìû æå — ëèøü ÷àñòíûé ñëó÷àé, ê òîìó
æå îíè âïîëíå ðàçðåøèìû.
– Äëÿ óñïåøíîãî ïðîâåäåíèÿ äåëîâîé áåñåäû íåîáõîäèìî ïîïûòàòüñÿ íàéòè îòâåòû íà ñëåäóþùèå âîïðîñû: â êàêîì íàñòðîåíèè ñîáåñåäíèê? Êàêèå ó íåãî ïðîáëåìû? Êàê ïîâûñèòü åãî ñàìîîöåíêó? Êàê
îáëåã÷èòü åìó âûïîëíåíèå âàøåé ïðîñüáû?
Ýôôåêòèâíûé ïîäõîä ê ïðîâåäåíèþ äåëîâûõ áåñåä òðåáóåò òàêæå
ó÷åòà ðÿäà ïñèõîëîãè÷åñêèõ çàêîíîìåðíîñòåé è îñîáåííîñòåé, íåçíàíèå êîòîðûõ çíà÷èòåëüíî ñíèæàåò øàíñû íà óñïåõ.
Ðèòì
Ïðåäñòàâüòå, ÷òî âû òàíöóåòå ñ ïàðòíåðøåé, íå
îáðàùàÿ âíèìàíèÿ íè íà íåå, íè íà ìåëîäèþ. Ýòî íå òàíåö, à ñïëîøíîå ìó÷åíèå. Âìåñòî óäîâîëüñòâèÿ âû ïîëó÷àåòå îòðèöàòåëüíûå ýìîöèè, ïîòîìó ÷òî íå ïîäñòðîèëèñü äðóã ê äðóãó, íå âîøëè â ðèòì.
Äðóãàÿ ñèòóàöèÿ: ïðåêðàñíûì ëåòíèì óòðîì âû ñèäèòå ó ñåáÿ â
îôèñå. Ó âàñ îòëè÷íîå íàñòðîåíèå, äåëà èäóò õîðîøî. Âû íåñïåøíî
ïîòÿãèâàåòå ÷åðíûé êîôå. È âäðóã â êàáèíåò âëåòàåò íåêòî âçúåðîøåííûé è ïîòíûé è íà÷èíàåò ñ ïîðîãà íà ïîâûøåííûõ òîíàõ «êà÷àòü
ïðàâà». Âîçìîæíî, è ñïðàâåäëèâî, íî âàì âñå ýòî âðÿä ëè ïîíðàâèòñÿ.
Ñàìîå ïðîñòîå æåëàíèå, êîòîðîå âîçíèêàåò ó âàñ, — âûñòàâèòü åãî èç
êàáèíåòà, ïî êðàéíåé ìåðå íà òî âðåìÿ, ïîêà âû äîïüåòå ñâîé êîôå.
Ýòîò «íåêòî» íå ó÷åë âàø ðèòì è ïîïûòàëñÿ ïðåäëîæèòü ñâîé, êîòîðûé âàñ ñîâåðøåííî íå óñòðàèâàåò.
Åñëè âû õîòèòå ýôôåêòèâíî ïðîâîäèòü äåëîâûå áåñåäû, íàó÷èòåñü
ïîäñòðàèâàòüñÿ ê ïàðòíåðó, áûòü êîíãðóýíòíûìè.
Áûòü êîíãðóýíòíûì — çíà÷èò áûòü ðàâíûì ïàðòíåðó, ñîçâó÷íûì
åãî ðèòìó.  ýòîì ñëó÷àå âàñ ëó÷øå ïîíèìàþò è ñ âàìè ÷àùå ñîãëàøàþòñÿ, äàæå åñëè âû ãîâîðèòå î ñïîðíûõ âåùàõ, ïîòîìó ÷òî êîíãðóýíòíîñòü âûçûâàåò ñèìïàòèþ è äîâåðèå ïàðòíåðà.
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Äëÿ ýòîãî íåîáõîäèìî îñóùåñòâèòü ïîäñòðîéêó — ïðèñîåäèíåíèå,
ïðèñïîñîáëåíèå ñâîåãî ïîâåäåíèÿ ê ñïîñîáó ïîâåäåíèÿ ïàðòíåðà. Ïîäñòðîéêà ïîçâîëÿåò «íà÷àòü íà ÷óæîé ëàä, ÷òîáû çàêîí÷èòü íà ñâîé».
Êîãäà ëþäè íàõîäÿòñÿ â òåñíîì ýìîöèîíàëüíîì êîíòàêòå, îíè
ñêëîííû èìèòèðîâàòü äâèæåíèÿ, æåñòû, ïîçû, ïîâåäåí÷åñêèå ðåàêöèè äðóã äðóãà.  òàêèõ ñëó÷àÿõ ãîâîðÿò, ÷òî ëþäè ïîíèìàþò äðóã
äðóãà ñ ïîëóñëîâà, à òî è âîâñå áåç ñëîâ.
Âñòðàèâàíèå â ðèòì, ïîäñòðàèâàíèå — íå óòðàòà ñàìîãî ñåáÿ, à ó÷åò
ïñèõîëîãèè îáùåíèÿ. Â ïåðâîå âðåìÿ îùóùàþòñÿ íåëîâêîñòü, çàòðóäíåíèÿ, íî ïîñòåïåííî íàâûêè àâòîìàòèçèðóþòñÿ è ïðèìåíÿþòñÿ ñâîáîäíåå è åñòåñòâåííåå.
Àëãîðèòì ïîäñòðîéêè. Ñòàðàéòåñü ïðèíèìàòü òàêèå æå ïîçû, êàê è
âàø ïàðòíåð, íî íå çàíèìàéòåñü ÿâíûì êîïèðîâàíèåì: ñîáåñåäíèê
ìîæåò ïîäóìàòü, ÷òî âû ïåðåäðàçíèâàåòå åãî, è êîíòàêò áóäåò ïîòåðÿí.
Ïîçû äîëæíû áûòü ïîõîæèìè, à íå àáñîëþòíîé êîïèåé. Äåéñòâóéòå â
òàêîì æå ðèòìå, ïîâòîðÿéòå äâèæåíèÿ è æåñòû ïàðòíåðà. Îäíàêî íå
ñòàðàéòåñü áûòü òåíüþ. Åñëè ó ñîáåñåäíèêà çà÷åñàëñÿ íîñ, íå ñëåäóåò
òóò æå õâàòàòüñÿ çà ñâîé. Ëåãêîãî êàñàíèÿ ëèöà áóäåò âïîëíå äîñòàòî÷íî. Èñïîëüçóéòå â ñâîåé ðå÷è òàêóþ æå ãðîìêîñòü ãîëîñà, òåìï, èíòîíàöèè. Ðå÷ü äîëæíà áûòü ïîõîæåé, ïîäîáíîé, íî íå àáñîëþòíûì êîïèðîâàíèåì.
Ïîäñòðîéêó ïîìîæåò îñóùåñòâèòü è ó÷åò îñíîâíîé ðåïðåçåíòàòèâíîé ñèñòåìû ñîáåñåäíèêà — êàíàëà, ïîñðåäñòâîì êîòîðîãî ñóáúåêòîì
âîñïðèíèìàåòñÿ èíôîðìàöèÿ, ïîñòóïàþùàÿ èçâíå.
Ëîìêà ñòåðåîòèïà
Ëþäè ñòðåìÿòñÿ ê îïðåäåëåííîñòè è ñòàáèëüíîñòè.
Äîáèòüñÿ ýòîãî ïîìîãàþò ñòåðåîòèïû. Ñèòóàöèÿ íåîïðåäåëåííîñòè âûçûâàåò òðåâîãó, íåóâåðåííîñòü, áåñïîêîéñòâî; ñòåðåîòèïû âîññîçäàþò ïðèâû÷íóþ îáñòàíîâêó, ïîçâîëÿþò äåéñòâîâàòü ïî íàêàòàííûì ñõåìàì.
Ëîìêà ñòåðåîòèïà ðàçðóøàåò ïðîãíîçèðóåìóþ îïðåäåëåííîñòü è òåì
ñàìûì ëèøàåò ÷åëîâåêà ïðèâû÷íîé ïñèõîëîãè÷åñêîé çàùèòû. Íà êàêîå-òî âðåìÿ îí âõîäèò â ñîñòîÿíèå òðàíñà, êîòîðûé â äàííîì ñëó÷àå
âûïîëíÿåò ðîëü çàùèòû, ñôîðìèðîâàííîé è çàêðåïëåííîé åùå â õîäå
ýâîëþöèè.
 ìèðå æèâîòíûõ îäíè ñïàñàþò æèçíü áåãñòâîì, äðóãèå çàñòûâàþò,
âïàäàÿ â òðàíñ. Ýòî, â ñâîþ î÷åðåäü, ðàçðûâàåò ñòåðåîòèï õèùíèêà,
êîòîðûé äåéñòâóåò ïî æåñòêî çàäàííîé ñõåìå: óáåãàþùàÿ æåðòâà —
íàñòèãàþùèé ïðåñëåäîâàòåëü.  äàííîì ñëó÷àå ñòåðåîòèï ëîìàåòñÿ
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áëàãîäàðÿ èíñòèíêòèâíîìó òðàíñó, êîòîðûé ïîãðóæàåò æåðòâó â ñîñòîÿíèå íåïîäâèæíîñòè. Ïðåñëåäóþùèé õèùíèê âûïàäàåò èç ïðèâû÷íîé ñèñòåìû îðèåíòàöèè, è ïîòåíöèàëüíàÿ æåðòâà ïîëó÷àåò ïðåêðàñíûå øàíñû íà ñïàñåíèå.
Ëîìêó ñòåðåîòèïà ó ëþäåé ìîæíî âûçâàòü, íàïðèìåð, óáðàâ
ñâîþ ðóêó â òîò ìîìåíò, êîãäà ñîáåñåäíèê ïðîòÿãèâàåò âàì ñâîþ;
èëè âûäåðíóâ èç ðóêè êóðÿùåãî ñèãàðåòó â òî âðåìÿ, êîãäà îí
ñîáèðàåòñÿ ñäåëàòü çàòÿæêó; èëè êðèêíóâ «Ñòîï!» òîãäà, êîãäà óæå
ïðîèçíåñåí òîñò è ëþäè ïîäíåñëè ðþìêè êî ðòó. Ïî êðàéíåé ìåðå,
â òå÷åíèå íåñêîëüêèõ ñåêóíä ëþäè áóäóò íàõîäèòüñÿ â íåïîäâèæíîé ïîçå, ïðåáûâàòü â ñîñòîÿíèè èçìåíåííîãî ñîçíàíèÿ: èõ âíóòðåííÿÿ öåíçóðà îñëàáëåíà, è êàêàÿ-ëèáî óñòàíîâêà èëè ïðîãðàììà
ìîãóò áûòü óñâîåíû áåç îáúÿñíåíèÿ ïðè÷èí.
Ïîäîáíûå ñîñòîÿíèÿ äëÿòñÿ íåäîëãî — îò îäíîé äî íåñêîëüêèõ
ñåêóíä. Ñîçíàíèå âíà÷àëå êàê áû íûðÿåò â ãëóáèíû ïñèõèêè çà ïîìîùüþ îòíîñèòåëüíî îöåíêè ñëîæèâøåéñÿ ñèòóàöèè è âîçìîæíîé ïîâåäåí÷åñêîé ëèíèè. Çàòåì, âîçâðàòèâøèñü îáðàòíî, âîññòàíàâëèâàåò â
ïðàâàõ öåíçóðó è êðèòè÷åñêèå áàðüåðû è äàåò âîçìîæíîñòü îñîçíàòü
òî, ÷òî ïðîèçîøëî. Ïîýòîìó âàøó óñòàíîâêó, âíóøåíèå èëè ïðîãðàììó ñëåäóåò çàêëàäûâàòü äî òîãî, êàê ïðîèçîøåë ìîìåíò îñîçíàíèÿ, ò.å.
â ïåðèîä êðàòêîâðåìåííîãî ñîñòîÿíèÿ òðàíñà.
 îñíîâå ëîìêè ñòåðåîòèïà ëåæèò íåîæèäàííîå äåéñòâèå, êîòîðîå
â ñèëó ñâîåé âíåçàïíîñòè íàðóøàåò ïðîãíîçèðóþùóþ äåÿòåëüíîñòü
ïñèõèêè íà ïîäñîçíàòåëüíîì óðîâíå.
Îïèñàííûå ïðèìåðû íîñÿò äîâîëüíî æåñòêèé, øîêîâûé õàðàêòåð,
îíè åäâà ëè ñïîñîáíû äîñòàâèòü óäîâîëüñòâèå. Â äåëîâîé æèçíè ñëåäóåò ñòðåìèòüñÿ ïðåèìóùåñòâåííî ê òîìó, ÷òîáû âàøè äåéñòâèÿ âûçûâàëè ïîëîæèòåëüíûå ýìîöèè. Íàïðèìåð, èçìåíåíèå ñòèëÿ îäåæäû èëè
ïðè÷åñêè îò íàðî÷èòî ñâîáîäíî-ñïîðòèâíîãî ê èçûñêàííî-ðåñïåêòàáåëüíîìó (èëè íàîáîðîò) ñïîñîáíî â ïåðâûå ìèíóòû ïðèâåñòè ïàðòíåðà â ëåãêîå çàìåøàòåëüñòâî, à âàì — äàòü øàíñ èñïîëüçîâàòü ýòè
ìèíóòû âïîëíå ïðîäóêòèâíî.
 êà÷åñòâå ñðåäñòâ äëÿ ðàçðûâà ñòåðåîòèïà ìîãóò áûòü èñïîëüçîâàíû òàêèå ïðèåìû, êàê:
– ïðèÿòíûå èçâåñòèÿ (îá óäà÷íîì êîíòðàêòå, î âèçèòå çàðóáåæíîé äåëåãàöèè äëÿ ïåðåãîâîðîâ ñ âàøåé ôèðìîé è ò.ï.);
– ïðèñóæäåíèå âàì èëè ôèðìå çâàíèÿ ïîáåäèòåëÿ èëè ëàóðåàòà
êîíêóðñà ïðåäïðèíèìàòåëåé, ïðåìèè, äèïëîìà è ò.ï.;
– ïðåñòèæíûé çâîíîê (èëè åãî èíñöåíèðîâêà) îò âûñîêîïîñòàâëåííîãî èëè èçâåñòíîãî ÷åëîâåêà (ïðåçèäåíòà, ìýðà, ïðåìüåðà,
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ïðåôåêòà, ïîëèòèêà, ñïîðòñìåíà, àðòèñòà) èëè èõ âèçèòíàÿ êàðòî÷êà;
– èçìåíåíèå âàøåãî èìèäæà, âíåøíîñòè è äð.
Èñïîëüçîâàíèå òàêèõ ïðèåìîâ ïîòðåáóåò âîîáðàæåíèÿ è îïðåäåëåííîãî àðòèñòèçìà. Ýòîãî, âïðî÷åì, òðåáóåò ðàçâèòèå áèçíåñà è äåëîâîå îáùåíèå, îñîáåííî åñëè ðàññìàòðèâàòü èõ êàê òâîð÷åñêèé ïðîöåññ, â êîòîðîì ïñèõîëîãèÿ çàíèìàåò íå ïîñëåäíåå ìåñòî.
Ïîäãîòîâêà ê ïðîâåäåíèþ äåëîâîé áåñåäû
Íàøè ñîîòå÷åñòâåííèêè, çàíèìàþùèåñÿ áèçíåñîì,
íåðåäêî îòëè÷àþòñÿ îò çàðóáåæíûõ ïàðòíåðîâ íåïðîôåññèîíàëèçìîì. Ýòî
êàñàåòñÿ è äåëîâûõ áåñåä. Îíè çà÷àñòóþ îêàçûâàþòñÿ íåïðîðàáîòàííûìè, ïðåäëîæåíèÿ íîñÿò îáùèé õàðàêòåð.  ðåçóëüòàòå ïàðòíåðû âåæëèâî
âàñ âûñëóøèâàþò, íî ýòèì âñå è îãðàíè÷èâàåòñÿ.
Ìû ÷àñòî óäèâëÿåìñÿ òîìó, ÷òî äåëîâûå ïàðòíåðû ìãíîâåííî
ðåàãèðóþò íà íàøè ñëîâà, ïàðèðóþò íàøè çàìå÷àíèÿ, äàæå â ñëîæíîé äëÿ íèõ ñèòóàöèè. Îáû÷íî ìû îòíîñèì ýòî íà ñ÷åò èõ èíòåëëåêòà. Íî äåëî íå òîëüêî â íåì. Ñêîðåå âñåãî íàø ïàðòíåð òùàòåëüíî
è äîáðîñîâåñòíî ïîäãîòîâèëñÿ ê áåñåäå, ñïëàíèðîâàë åå, íåîäíîêðàòíî ïðîðåïåòèðîâàë, îòðàáîòàë äåòàëè, ïðåäóñìîòðåë íåîæèäàííîñòè è «ñþðïðèçû». Â íóæíûé ìîìåíò îí îáðàùàåòñÿ ê îòðàáîòàííûì âàðèàíòàì.
Çàáîòÿñü î ðåçóëüòàòå, ïîçàáîòüòåñü è î ïîäãîòîâêå. ×åì âàæíåå
ïðåäìåò áåñåäû, òåì òùàòåëüíåå ñëåäóåò ãîòîâèòüñÿ. Åñëè ïîòðåáóåòñÿ,
îòëîæèòå âñòðå÷ó, íî ïîòðàòüòå âðåìÿ íà èçó÷åíèå âîïðîñà.
Õîðîøî ïîäãîòîâèòüñÿ ê âàæíîé äåëîâîé áåñåäå ïîìîãàåò ïëàíèðîâàíèå. Ðîññèéñêèå ïðåäïðèíèìàòåëè íå ñëèøêîì æàëóþò ýòó ïðîöåäóðó. Ëîãèêà ìûñëè ïðè ýòîì ïðîñòà: «Êàê ìîæíî ïëàíèðîâàòü
áåñåäó, êîãäà íîâûé ôàêò èëè îáñòîÿòåëüñòâî â ñîñòîÿíèè ðàçðóøèòü ëþáîé ïëàí? Èìïðîâèçàöèÿ â áåñåäå ëó÷øå âñÿêîãî ïëàíà...».
Íî èìåííî òàêîé ïîäõîä è ÿâëÿåòñÿ ïðè÷èíîé íåóäà÷ íàøèõ äåëîâûõ ëþäåé â õîäå áåñåä ñ çàðóáåæíûìè ïàðòíåðàìè. Öåëü ïëàíèðîâàíèÿ êàê ðàç è ñîñòîèò â íåéòðàëèçàöèè, ñìÿã÷åíèè âëèÿíèÿ íåïðåäâèäåííûõ îáñòîÿòåëüñòâ íà õîä áåñåäû. Ïîäãîòîâêà ïîçâîëÿåò
ïðåäóñìîòðåòü âîçìîæíûå íåîæèäàííîñòè, ñíèçèòü ýôôåêòèâíîñòü
âûïàäîâ ïàðòíåðà, ïîâûñèòü ðåçóëüòàòèâíîñòü âàøèõ çàãîòîâîê.
Ê òîìó æå ïðèîáðåòàåòñÿ íàâûê áûñòðîé è ãèáêîé ðåàêöèè íà âîçìîæíûå «ñþðïðèçû». Ïîýòîìó õîðîøèé ïëàí ñåãîäíÿ ëó÷øå ìíèìîãî
áåçóïðå÷íîãî çàâòðà.
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Ïëàíèðîâàíèå äåëîâûõ áåñåä — íåïðîñòîå çàíÿòèå. Îäèí ãîñóäàðñòâåííûé äåÿòåëü íà âîïðîñ î òîì, ñêîëüêî âðåìåíè åìó ïîòðåáóåòñÿ
íà ïîäãîòîâêó ê î÷åðåäíîìó âûñòóïëåíèþ ïî òåëåâèäåíèþ, îòâåòèë:
«Åñëè ÿ äîëæåí ãîâîðèòü âñåãî äåñÿòü ìèíóò, òî íà ïîäãîòîâêó ìíå
ïîòðåáóåòñÿ íåäåëÿ. Åñëè â ìîåì ðàñïîðÿæåíèè áóäåò îäèí ÷àñ, òî ìíå
íóæíî äâà äíÿ. Åñëè æå âðåìÿ ìîåãî âûñòóïëåíèÿ íå îãðàíè÷åíî,
òîãäà ÿ ìîãó íà÷àòü õîòü ñåé÷àñ».
Ïðè ïîäãîòîâêå ê äåëîâîé áåñåäå ñîñòàâëÿòü ñëåäóþùèå ïëàíû.
– Ãåíåðàëüíûé ïëàí (óêàçûâàþòñÿ âèäû äåÿòåëüíîñòè, ñðîêè è
èñïîëíèòåëè).
– Ñòðàòåãè÷åñêèé ïëàí — ïðîãðàììà äåéñòâèé è ïóòè äîñòèæåíèÿ íàìå÷åííûõ çàäà÷.
– Òàêòè÷åñêèé ïëàí — ïåðå÷åíü ñïîñîáîâ ïîýòàïíîãî äîñòèæåíèÿ öåëåé, âåäóùèõ ê ðåøåíèþ ñòðàòåãè÷åñêèõ çàäà÷.
– Îïåðàòèâíûé ïëàí — ïðîãðàììà äåéñòâèé ïî êàæäîìó îòäåëüíîìó ïóíêòó áåñåäû.
– Ïëàí ñáîðà ìàòåðèàëîâ è èíôîðìàöèè (óêàçûâàþòñÿ èñòî÷íèêè èíôîðìàöèè, ñîáèðàåìûå ñâåäåíèÿ, èñïîëíèòåëè, ñðîêè).
– Ïëàí ñèñòåìàòèçàöèè è îòáîðà ðàáî÷èõ ìàòåðèàëîâ (îïðåäåëÿåò
ñòðóêòóðó îðãàíèçàöèè ñîáðàííîãî ìàòåðèàëà, êðèòåðèè åãî
îòáîðà).
– Ïëàí èçëîæåíèÿ ïî âðåìåíè (îïðåäåëÿåò ðàìêè ñëåäóþùåãî,
ðàáî÷åãî ïëàíà áåñåäû. Âðåìÿ áåñåäû â îáùèõ ÷åðòàõ ðàñïðåäåëÿåòñÿ íà îòäåëüíûå ôàçû è ýëåìåíòû áåñåäû).
– Ðàáî÷èé ïëàí (óñòàíàâëèâàåò ñòðóêòóðó èçëîæåíèÿ áåñåäû â
öåëîì ñ ó÷åòîì èìåþùåãîñÿ âðåìåíè).
– Ïëàí èñïîëüçîâàíèÿ âñïîìîãàòåëüíûõ ñðåäñòâ (ïðåäóñìàòðèâàåò âêëþ÷åíèå íàãëÿäíûõ è òåõíè÷åñêèõ ñðåäñòâ â õîä áåñåäû:
ãðàôèêè, ïðîåêòîðû, àóäèî- è âèäåîñèñòåìû, êîìïüþòåðû
è ò.ï.).
– Ïëàí ïðèñïîñîáëåíèÿ ê ñîáåñåäíèêàì è îáñòàíîâêå (ó÷èòûâàåò
ïîòåíöèàëüíûå òðåáîâàíèÿ è íàìåðåíèÿ ïàðòíåðîâ, à òàêæå
îñîáåííîñòè îáñòàíîâêè, â êîòîðîé áóäåò ïðîõîäèòü áåñåäà).
– Ïëàí òðåíèðîâêè — ïðîãðàììà ðåïåòèöèé äåëîâîé áåñåäû.
Âàæíîñòü áåñåäû ÿâëÿåòñÿ ôàêòîðîì, êîòîðûé îïðåäåëÿåò, îò êàêîãî èç ïðåäëîæåííûõ ïëàíîâ ìîæíî îòêàçàòüñÿ. Ïðîôåññèîíàëüíûé
ïîäõîä è êîððåêòíîå îòíîøåíèå ê ïàðòíåðó òðåáóþò òùàòåëüíîé ïîäãîòîâêè, ïîäãîíêè äåòàëåé è øëèôîâêè áåñåäû â öåëîì, ÷òî ìîæåò
èìåòü èñêëþ÷èòåëüíîå, çà÷àñòóþ ðåøàþùåå çíà÷åíèå. Îäíàæäû ëþáèòåëü æèâîïèñè íàáëþäàë, êàê Ìèêåëàíäæåëî òùàòåëüíî ïîäïðàâëÿë
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òî îäíó, òî äðóãóþ äåòàëü íà ñâîåé êàðòèíå.  êîíöå êîíöîâ îí âîñêëèêíóë: «Âñå, ÷òî òû ñåé÷àñ èçìåíèë, ýòî ìåëî÷è, ïóñòÿêè!» Ãåíèàëüíûé õóäîæíèê îòâåòèë: «Êîíå÷íî, ýòî ìåëî÷è. Íî ýòè ìåëî÷è âñåãäà
âåäóò ê ñîâåðøåíñòâó, à ñîâåðøåíñòâî, êîíå÷íî æå, íå ìåëî÷ü». Òàêèì
îáðàçîì, óëó÷øåíèå ìåëêèõ, íà ïåðâûé âçãëÿä, äåòàëåé áåñåäû îçíà÷àåò
ïóòü ê ñîâåðøåíñòâó áåñåäû â öåëîì. Ìíîãèå äåëîâûå ëþäè íå îòêàçàëèñü áû íà÷åðòàòü â êà÷åñòâå äåâèçà íà ñâîåì ãåðáå àôîðèçì àìåðèêàíñêîãî áèçíåñìåíà X. Ìàêêåÿ: «Ìåëî÷è íå èãðàþò ðåøàþùåé ðîëè,
îíè ðåøàþò âñå».
Äëÿ ëþäåé íåòåðïåëèâûõ, ïðåíåáðåãàþùèõ òùàòåëüíîñòüþ ïîäãîòîâêè ê áåñåäå ñ ïàðòíåðîì, à ñòàëî áûòü, è ïðîôåññèîíàëèçìîì,
âîçìîæíî, íåáåñïîëåçíû, áóäóò ñëîâà îäíîãî åâðîïåéöà, ïîáûâàâøåãî íà Âîñòîêå: «Òðóäíî ïåðåîöåíèòü çíà÷åíèå íåòîðîïëèâîãî âçâåøèâàíèÿ äåòàëåé è âçàèìîîòíîøåíèé. Æèòåëè Âîñòîêà óñìàòðèâàþò â
ñóåòå è ñïåøêå, ñ êîòîðûìè ìû âûïîëíÿåì èíòåëëåêòóàëüíóþ ðàáîòó, íåñïîñîáíîñòü ñîâðåìåííûõ åâðîïåéöåâ ïðèâåñòè ñåáÿ â óðàâíîâåøåííîå ñîñòîÿíèå, ÷òî ÿâëÿåòñÿ âåðíûì è óñòðàøàþùèì ïðèçíàêîì
óïàäêà íàøåé êóëüòóðû». Ðàçóìååòñÿ, âîïðîñ «î ñîâåðøåíñòâå» íå íîñèò ñòîëü îäíîçíà÷íîãî õàðàêòåðà. Åñëè ÷åëîâåê áóäåò âî âñåì è âñå
âðåìÿ òðåáîâàòü îò ñåáÿ ñîâåðøåíñòâà, îí âîîáùå íè÷åãî íå ñìîæåò
äîáèòüñÿ. Êàê çàìåòèë Ì. Òâåí, «äàæå âåðîÿòíàÿ äîðîãà íå äîâåäåò äî
íóæíîãî ìåñòà, åñëè òîïòàòüñÿ íà íåé ñëèøêîì äîëãî».
×òîáû ñòàòü äåéñòâóþùåé, ïðîäóêòèâíîé è, åñëè õîòèòå, òâîð÷åñêîé ëè÷íîñòüþ, íàäî íàéòè â ñåáå ìóæåñòâî, äîïóñêàþùåå íåñîâåðøåíñòâî.  øêîëàõ ýêîíîìèêè è áèçíåñà íåðåäêî ó÷àò íå ïåðåõîäèòü ê
äåéñòâèÿì, ïîêà íå ñòàíóò èçâåñòíû âñå ôàêòû.  âàøåì ðàñïîðÿæåíèè èìååòñÿ 95% ôàêòîâ, è âû çàòðà÷èâàåòå åùå øåñòü ìåñÿöåâ íà òî,
÷òîáû äîáûòü ïîñëåäíèå 5%. Ê ìîìåíòó, êîãäà âû èõ íàêîíåö äîáûëè, îêàçûâàåòñÿ, ÷òî îíè óæå óñòàðåëè, ïîñêîëüêó ðûíî÷íàÿ ñèòóàöèÿ ïðåòåðïåëà èçìåíåíèÿ.
Äî è âî âðåìÿ âñòðå÷è ïàðòíåð áóäåò èñêàòü âàøè ñëàáûå ìåñòà.
Ïîýòîìó â õîäå ïîäãîòîâêè ïðèìèòå ñëåäóþùèå çàùèòíûå ìåðû: î ÷åì
âîçìîæíî — óìîë÷èòå; çàãîòîâüòå ïîäõîäÿùåå îáúÿñíåíèå òîìó, ÷òî
ñêðûòü íåëüçÿ; ïîãîâîðèòå ñ çàèíòåðåñîâàííûìè ëèöàìè, êîëëåãàìè,
äðóçüÿìè äî òîãî, êàê ýòî ñäåëàåò îïïîíåíò; ïðîêîíñóëüòèðóéòåñü ñ
ýêñïåðòîì ïî âîïðîñàì, â êîòîðûõ íåäîñòàòî÷íî êîìïåòåíòíû ñàìè;
ïðèó÷èòå ñåáÿ äåëàòü ïàóçû — ñíà÷àëà ïîäóìàéòå, à çàòåì ãîâîðèòå.
 õîäå ïîäãîòîâêè ðàçóìíî ñîñòàâèòü ñöåíàðèé áåñåäû. Ïðèãëàñèòå
äðóçåé è êîëëåã ñûãðàòü â ñïåêòàêëå, ãäå îäíà èç ðîëåé — âàø óïðÿìûé
ïàðòíåð. Âû ñìîæåòå íå òîëüêî àïðîáèðîâàòü ñâîè õîäû è àðãóìåíòû, íî
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è ïîòðåíèðîâàòü ñàìîîáëàäàíèå, óìåíèå ïðåîäîëåâàòü íåîæèäàííûå
ïðåïÿòñòâèÿ. Ðåïåòèðóéòå â íåçíàêîìûõ ïîìåùåíèÿõ — ýòî ñîçäàñò
íàïðÿæåíèå è íåîïðåäåëåííîñòü, ïîäîáíûå ðåàëüíûì. Íå óâëåêàéòåñü
ðåïåòèöèÿìè — âïîëíå äîñòàòî÷íî îäíîé-äâóõ.
Äîáèòüñÿ óñïåõà â äåëîâîé áåñåäå ñ ïàðòíåðîì ïîçâîëÿþò ó÷åò è
òâîð÷åñêîå èñïîëüçîâàíèå ñëåäóþùèõ êà÷åñòâ, òðåáîâàíèé è ïðàâèë:
Ïðîôåññèîíàëüíûå çíàíèÿ ñïîñîáñòâóþò âûñîêîé îáúåêòèâíîñòè,
äîñòîâåðíîñòè, ãëóáèíå èçëîæåíèÿ.
ßñíîñòü ïîçâîëÿåò ëîãè÷íî ñâÿçàòü ôàêòû è äåòàëè, èçáåæàòü ïóòàíèöû, äâóñìûñëåííîñòè, íåäîñêàçàííîñòè.
Íàãëÿäíîñòü — ìàêñèìàëüíîå èñïîëüçîâàíèå òåõíè÷åñêèõ
ñðåäñòâ, îáðàçîâ, àññîöèàöèé, ïàðàëëåëåé — ñíèæàåò àáñòðàêòíîñòü èçëîæåíèÿ.
Ïîñòîÿííàÿ íàïðàâëåííîñòü — íàöåëåííîñòü íà îñíîâíûå çàäà÷è
áåñåäû, ÷àñòè÷íîå îçíàêîìëåíèå ñ íèìè ïàðòíåðîâ.
Ðèòì — ïîâûøåíèå èíòåíñèâíîñòè áåñåäû ïî ìåðå ïðèáëèæåíèÿ
åå ê êîíöó, êîíòðîëü çà ïðîðàáîòêîé êëþ÷åâûõ âîïðîñîâ.
Ïîâòîðåíèå ïîçâîëÿåò àêöåíòèðîâàòü âíèìàíèå íà îñíîâíûõ ïîëîæåíèÿõ è èäåÿõ, ñïîñîáñòâóåò ëó÷øåìó óñâîåíèþ ñîáåñåäíèêîì íàøåé èíôîðìàöèè.
Âíåçàïíîñòü — ïðîäóìàííàÿ, íî íåîæèäàííàÿ è íåîáû÷íàÿ äëÿ
ïàðòíåðà óâÿçêà äåòàëåé, ôàêòîâ è âûâîäîâ.
Èíòåíñèâíîñòü — íàëè÷èå â õîäå áåñåäû «âçëåòîâ», êîãäà èíôîðìàöèÿ íàñûùåííà è îò ïàðòíåðîâ òðåáóåòñÿ ìàêñèìàëüíàÿ êîíöåíòðàöèÿ, è «ñïàäîâ», èñïîëüçóåìûõ äëÿ ïåðåäûøêè è «çàêðåïëåíèÿ» ìûñëåé è àññîöèàöèé ó ñîáåñåäíèêà.
Îáúåì ïåðåäà÷è èíôîðìàöèè — îïòèìàëüíûå ðàìêè ñîäåðæàíèÿ áåñåäû. Ïîìíèòå âûðàæåíèå ôðàíöóçñêîãî ìûñëèòåëÿ Âîëüòåðà: «Ñåêðåò
áûòü ñêó÷íûì ñîñòîèò â òîì, ÷òîáû ðàññêàçûâàòü âñå».
×óâñòâî þìîðà ïîçâîëÿåò ðàçðÿäèòü îáñòàíîâêó, äîíåñòè äî ïàðòíåðà ñëîæíûå ìîìåíòû, ïàðèðîâàòü åãî âûïàäû.
Íà÷àëî áåñåäû
Ìíîãèå áåñåäû çàêàí÷èâàþòñÿ òàê è íå óñïåâ
íà÷àòüñÿ, îñîáåííî åñëè ñîáåñåäíèêè íàõîäÿòñÿ íà ðàçíûõ óðîâíÿõ ïî
ïîëîæåíèþ, îáðàçîâàíèþ è ò.ï. Îäíà èç ïðè÷èí òàêèõ íåóäà÷ çàêëþ÷àåòñÿ â òîì, ÷òî ïåðâûå ôðàçû áåñåäû îêàçûâàþòñÿ ñëèøêîì íåçíà÷èìûìè, õîòÿ, êàê óæå îòìå÷àëîñü, èìåííî ïåðâûå âïå÷àòëåíèÿ ÷àñòî îêàçûâàþòñÿ ðåøàþùèìè.
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Ñîáåñåäíèêè îáû÷íî áîëåå âíèìàòåëüíî ñëóøàþò èìåííî íà÷àëî
ðàçãîâîðà — èç ëþáîïûòñòâà, îæèäàíèÿ ÷åãî-òî íîâîãî, äëÿ ñíÿòèÿ
íàïðÿæåíèÿ, âîçíèêàþùåãî â íà÷àëå áåñåäû. Ïåðâûå òðè-ïÿòü ïðåäëîæåíèé ñîçäàþò ïñèõîëîãè÷åñêèé íàñòðîé, âíóòðåííåå îòíîøåíèå
ñîáåñåäíèêà ê íàì è ê áåñåäå, ðàáî÷óþ àòìîñôåðó.
Íå ñëåäóåò ïåðâûìè âîïðîñàìè âûíóæäàòü ñîáåñåäíèêà ïîäûñêèâàòü êîíòðàðãóìåíòû è çàíèìàòü îáîðîíèòåëüíóþ ïîçèöèþ. Ñ òî÷êè
çðåíèÿ ïñèõîëîãèè ýòî ïðîìàõ. Ñîáåñåäíèê âûíóæäåí, õî÷åò îí òîãî
èëè íåò, èñêàòü îáúÿñíåíèÿ, àðãóìåíòû, î êîòîðûõ îí äî òîãî è íå
äóìàë. Òàêèì ïðèåìîì ìû ñîçäàåì áàðüåð ìåæäó ñîáîé è ñîáåñåäíèêîì, è óñòðàíèòü ýòîò áàðüåð íåëåãêî. Êàê è â øàõìàòàõ, äåëîâàÿ
ïðàêòèêà âûðàáîòàëà ðÿä ýôôåêòèâíûõ «äåáþòîâ». Êîðîòêî ðàññìîòðèì íåêîòîðûå èç íèõ.
«Ñíÿòèå íàïðÿæåííîñòè». Ïîçâîëÿåò óñòàíîâèòü òåñíûé êîíòàêò ñ
ñîáåñåäíèêîì. Ñêàæèòå åìó íåñêîëüêî òåïëûõ ñëî⠗ è âû ýòîãî äîáüåòåñü. Ïðîèçíåñèòå íåñêîëüêî äîáðîæåëàòåëüíûõ ôðàç ëè÷íîãî õàðàêòåðà èëè êîìïëèìåíòî⠗ è ëåä áûñòðî ðàñòàåò. Ñîçäàíèþ äðóæåñêîé îáñòàíîâêè ñïîñîáñòâóþò è õîðîøàÿ øóòêà, è òîíêèé è äîáðîæåëàòåëüíûé þìîð. Îáðàòèòå âíèìàíèå íà ïðåäìåò, èìåþùèé îòíîøåíèå
ê õîçÿèíó êàáèíåòà. Ýòî ìîæåò áûòü êàðòèíà íà ñòåíå, òåííèñíàÿ
ðàêåòêà, ñòîÿùàÿ â óãëó, êíèãà íà ïîëêå. Ñäåëàéòå êàêîå-íèáóäü çàìå÷àíèå, êîòîðîå ïîêàçàëî áû âàøó çàèíòåðåñîâàííîñòü, âîñõèùåíèå.
Èëè çàäàéòå âîïðîñ òèïà: «Êàêàÿ êðàñèâàÿ êàðòèíà! Êòî åå íàïèñàë?»
èëè «Òåííèñ? À â íåãî òðóäíî íàó÷èòüñÿ èãðàòü?» Íè îäíó èç ýòèõ
ôðàç íåëüçÿ íàçâàòü îñîáåííî ãëóáîêîé. Íî âñå îíè âûäàþò ïðèíöèïèàëüíî âàæíûé ëè÷íûé èíòåðåñ ê äðóãîìó ÷åëîâåêó è íåíàâÿç÷èâî
ñïîñîáñòâóþò ïîèñêó îáùåãî ÿçûêà.
«Çàöåïêà». Ýòîò ïðèåì ïîçâîëÿåò êðàòêî èçëîæèòü ñèòóàöèþ èëè
ïðîáëåìó, óâÿçàâ åå ñ ñîäåðæàíèåì áåñåäû, è èñïîëüçîâàòü ýòó «çàöåïêó» êàê èñõîäíóþ òî÷êó äëÿ ïðîâåäåíèÿ áåñåäû.  êà÷åñòâå òàêîé
«çàöåïêè» ìîæíî èñïîëüçîâàòü êàêîå-ëèáî ñîáûòèå, ëè÷íûå âïå÷àòëåíèÿ, ñðàâíåíèå, àíåêäîòè÷íûé ñëó÷àé, íåîáû÷íûé âîïðîñ.
«Ñòèìóëèðîâàíèå âîîáðàæåíèÿ». Ïðåäïîëàãàåò ïîñòàíîâêó â íà÷àëå
áåñåäû ìíîæåñòâà âîïðîñîâ ïî òåì ïðîáëåìàì, êîòîðûå â íåé äîëæíû
ðàññìàòðèâàòüñÿ. Ýòîò ìåòîä ýôôåêòèâåí â ðàçãîâîðå ñ îïòèìèñòè÷íûìè è òðåçâîìûñëÿùèìè ñîáåñåäíèêàìè.
«Ïðÿìîé ïîäõîä». Îçíà÷àåò íà÷àëî áåñåäû áåç ðàñêà÷êè è êàêèõ áû
òî íè áûëî âñòóïëåíèé. Êîðîòêî ïåðå÷èñëÿþòñÿ ïðè÷èíû, âûçâàâøèå
íåîáõîäèìîñòü áåñåäû, îñóùåñòâëÿåòñÿ ïåðåõîä îò îáùèõ âîïðîñîâ ê
÷àñòíûì è ñîáñòâåííî ê òåìå áåñåäû. Ýòîò ìåòîä õîëîäåí è ðàöèîíàëåí,
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îí èìååò ïðÿìîé õàðàêòåð è ïîäõîäèò äëÿ êðàòêîâðåìåííûõ è íå
ñëèøêîì çíà÷èòåëüíûõ äåëîâûõ êîíòàêòîâ, íàïðèìåð íà÷àëüíèêà è
ïîä÷èíåííîãî. Òåì íå ìåíåå, êàê ñïðàâåäëèâî çàìåòèë ôðàíöóçñêèé
ïèñàòåëü è ìîðàëèñò Æ. Ëàáðþéåð, «â æèçíè áûâàþò ñëó÷àè, êîãäà
ñàìîé òîíêîé õèòðîñòüþ îêàçûâàåòñÿ ïðîñòîòà è îòêðîâåííîñòü».
Ïðÿìîé ïîäõîä ïîðîé ïðåäïî÷èòàåò è ñîáåñåäíèê. Ìíîãèå, ñ êåì
ïðèõîäèòñÿ âñòóïàòü â äåëîâûå îòíîøåíèÿ, íå ëþáÿò õîäèòü âîêðóã
äà îêîëî è õîòåëè áû âñå óëàäèòü áåç ëèøíèõ ïðîâîëî÷åê. Ó íåêîòîðûõ «ïîëèòåñ», íåîáõîäèìîñòü âåñòè êàêóþ-òî èãðó âûçûâàþò òàêîé
äèñêîìôîðò, ÷òî îíè ãîòîâû ñêàçàòü âñþ ïðàâäó, äàæå åñëè îíà èì
íåâûãîäíà.
Öåëü íà÷àëüíîé ñòàäèè — âûçâàòü èíòåðåñ ê áåñåäå. Ïîýòîìó ìîæíî ðåêîìåíäîâàòü òàêæå îáðàùåíèå çà ñîâåòîì ê ïàðòíåðó; óïîìèíàíèå îá èçìåíåíèÿõ, êîòîðûå ïðîèçîøëè ñî âðåìåíè ïîñëåäíåé âñòðå÷è; îáñóæäåíèå ïðîáëåì, òåíäåíöèé, àêòóàëüíûõ ñîáûòèé â ðàññìàòðèâàåìîé ñôåðå; äåìîíñòðàöèÿ âàøåé èíôîðìèðîâàííîñòè î
ïîòðåáíîñòÿõ è ïðîáëåìàõ ïàðòíåðà; âêëþ÷åíèå â íà÷àëüíóþ ôàçó
áåñåäû êàêîãî-ëèáî ïðîôåññèîíàëüíîãî âîïðîñà.
Îáùåå ïðàâèëî çàêëþ÷àåòñÿ â òîì, ÷òî íà÷àëî áåñåäû ïðåäïîëàãàåò èñïîëüçîâàíèå òàê íàçûâàåìîãî «Âû-ïîäõîäà». «Âû-ïîäõîä» — óìåíèå ÷åëîâåêà, âåäóùåãî áåñåäó, ïðåäñòàâèòü ñåáÿ íà ìåñòå ñîáåñåäíèêà, ÷òîáû ëó÷øå ïîíÿòü åãî ïîçèöèþ è òî÷íåå åå âûðàçèòü. Äëÿ
ýòîãî íåîáõîäèìî ïîñòàâèòü ïåðåä ñîáîé âîïðîñû: ÷òî áû ìåíÿ èíòåðåñîâàëî, áóäü ÿ íà ìåñòå ñâîåãî ïàðòíåðà? Êàê áû ÿ ðåàãèðîâàë íà
åãî ìåñòå? Âû ïîëó÷èòå ïðåèìóùåñòâî, êàê òîëüêî ïîéìåòå ñëåäóþùåå: çàêëþ÷èòü ïðèåìëåìîå ñîãëàøåíèå — ýòî íå çàñòàâèòü ñîáåñåäíèêà âèäåòü âåùè ïî-âàøåìó, à ñäåëàòü òàê, ÷òîáû îí ñîãëàñèëñÿ íà
íåãî, îñòàâàÿñü ïî âîçìîæíîñòè ïðè ñîáñòâåííûõ âçãëÿäàõ.
Âåäèòå áåñåäó â ðàñïîëàãàþùåé ê ñîòðóäíè÷åñòâó ìàíåðå: ñïðàøèâàéòå, ïðîñèòå ñîâåòà. Âìåñòî êàòåãîðè÷íîãî «Ïî÷åìó Âû íå ñäåëàëè...?» ñïðîñèòå: «Âû íå äóìàëè ñäåëàòü...?» èëè «×òî ìîãëî áû ïîëó÷èòüñÿ, åñëè ñäåëàòü...?» Àãðåññèâíûé òîí îòòîëêíåò, ñïîêîéíûé è
äîáðîæåëàòåëüíûé — íàïðàâèò áåñåäó â êîíñòðóêòèâíîå ðóñëî. Èìåÿ
ïåðåä ñîáîé öåëü, íà÷íèòå ñ âîïðîñà: êàê áû ñîáåñåäíèê ïîñòóïèë â
ýòîé ñèòóàöèè? Íàâîäÿùèìè âîïðîñàìè òèïà «À íåëüçÿ ëè...?», «Íå
ïðàâäà ëè...?» âïîëíå ðåàëüíî íàïðàâèòü åãî îòâåòû ê íóæíîìó âàì
ðåçóëüòàòó.
 õîäå ñëóøàíèÿ íåëüçÿ îáäóìûâàòü ñëåäóþùèé âîïðîñ, à òåì
áîëåå ãîòîâèòü êîíòðàðãóìåíòû. Íå äîëæíî áûòü ïîáî÷íûõ ìûñëåé,
êðèòè÷åñêîãî àíàëèçà òîãî, ÷òî íàì ãîâîðÿò, â òîò ìîìåíò, êîãäà ìû
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ñëóøàåì.  ïðîòèâíîì ñëó÷àå ýòî îòðèöàòåëüíàÿ óñòàíîâêà, êîòîðàÿ,
êàê ìû óæå âûÿñíèëè, íåïðîäóêòèâíà è íè ê ÷åìó õîðîøåìó íå
ïðèâîäèò.
Íåëüçÿ ñ íåòåðïåíèåì îæèäàòü ïàóçû â ðàçãîâîðå, ÷òîáû âñòàâèòü
ñâîå àâòîðèòåòíîå ìíåíèå. Ýòî íàðóøàåò ëîãèêó ìûñëè ïàðòíåðà, ðàçäðàæàåò åãî, ñîçäàåò âïå÷àòëåíèå, áóäòî åãî ëèøèëè ïðàâà âûñêàçàòüñÿ äî êîíöà. Îí âñå ðàâíî âûñêàæåò ñâîè ìûñëè è ÷óâñòâà è ñäåëàåò
ýòî íåîæèäàííî, ñîçäàâ òàêèì îáðàçîì ïðîáëåìû. Íî ïî áîëüøîìó
ñ÷åòó èñòî÷íèêîì ýòèõ ïðîáëåì ÿâëÿåìñÿ ìû ñàìè. Ñýêîíîìëåííûå
ïÿòü-äåñÿòü ìèíóò îáåðíóòñÿ ïðîòèâ íàñ æå, èáî ïîòîì ìû âñå ðàâíî
áóäåì âûíóæäåíû ïðîâåñòè åùå äâå-òðè áåñåäû ïî òîìó æå âîïðîñó.
Ñëóøàòü âïîëóõà — ýòî òî æå ñàìîå, ÷òî äàâàòü ïîëíûé ãàç íà õîëîñòîì õîäó: áåíçèí ðàñõîäóåòñÿ, à äâèæåíèÿ âïåðåä íåò.
Âíèìàòåëüíûé, òðåíèðîâàííûé ñëóøàòåëü ïîëó÷àåò âîçìîæíîñòü
óçíàòü ìíåíèå è ïîçèöèþ ïàðòíåðà, åãî ïðîáëåìû, ÷òî çíà÷èòåëüíî
îáëåã÷àåò âåäåíèå äåëîâîé áåñåäû. Ýòî çàäàåò íàïðàâëåíèå ñîáñòâåííîé
àðãóìåíòàöèè, à ñîáåñåäíèêó ïðåäîñòàâëÿåòñÿ âîçìîæíîñòü ïðîÿâèòü
ñåáÿ. Â ðåçóëüòàòå ïîçæå, â ôàçå ïðèíÿòèÿ ðåøåíèé, ñóùåñòâåííî ñíèæàåòñÿ èëè ïðèòóïëÿåòñÿ âîâñå îñòðîòà åãî âîçðàæåíèé. È, íàêîíåö, â
íàãðàäó çà âíèìàòåëüíîå ñëóøàíèå ìû ÷àùå âñåãî ïîëó÷àåì «îòêðûòîå
ñåðäöå», äîáðîæåëàòåëüíîñòü ïàðòíåðà, ÷òî îáëåã÷àåò âçàèìîïîíèìàíèå è ïðèáëèæàåò íàñ ê äîñòèæåíèþ ðåçóëüòàòà.
Ïðè ïåðåäà÷å èíôîðìàöèè íåîáõîäèìû ñàìîêîíòðîëü è îïðåäåëåííàÿ ìåðà òàêòà è äèïëîìàòè÷íîñòè, ÷òî îçíà÷àåò ñëåäóþùåå: íå âòîðãàòüñÿ â äåëèêàòíûå ñôåðû; íåïðèÿòíûå èçâåñòèÿ ñîîáùàòü ðîâíî íàñòîëüêî, íàñêîëüêî ýòî âûçâàíî íåîáõîäèìîñòüþ; âñåé èíôîðìàöèè
ïðèäàâàòü êîððåêòíûé âèä; óìåòü ñäåðæèâàòü îòðèöàòåëüíûå ýìîöèè
è äåðæàòü êîíòðîëü íàä ñèòóàöèåé.
Ïî õîäó äåëîâîé áåñåäû è ïåðåãîâîðîâ âàæíû ñäåðæàííîñòü è âûäåðæêà — îáîðîòíàÿ ñòîðîíà ñòðåìèòåëüíîñòè. Ñëèøêîì ìíîãîñëîâíûå óìåíüøàþò ñîáñòâåííûå øàíñû íà óñïåõ, ÷òî ïîäòâåðæäàåò äðåâíþþ ìóäðîñòü «Ìîë÷àíèå — çîëîòî». Íå ñ÷èòàéòå íåîáõîäèìîñòüþ
çàïîëíÿòü êàæäóþ ïàóçó ïðè îáñóæäåíèè ñäåëêè ñ ïîòåíöèàëüíûì
ïàðòíåðîì. Âî ìíîãèõ ñëó÷àÿõ ëó÷øå ïîìîë÷àòü, ÷åì äîáàâëÿòü ê óæå
ñêàçàííîìó êàêèå-òî ïîÿñíåíèÿ, â êîòîðûõ, ïî ñóòè, íåò íàäîáíîñòè.
Ìîë÷àíèå êàê ïàóçà â ðàçóìíûõ ïðåäåëàõ ìîæåò ðàáîòàòü íà âàñ:
íåðåäêî âàøå ìîë÷àíèå ïîäòàëêèâàåò ãîâîðèòü äðóãóþ ñòîðîíó, è âàøè
øàíñû óñëûøàòü íå÷òî öåííîå âîçðàñòàþò; ìîë÷àíèå óñèëèâàåò âïå÷àòëåíèå î âàøåé óâåðåííîñòè, ÷òî ìîæåò ïîäòîëêíóòü ïàðòíåðà íà
óñòóïêè; ìåíÿåòñÿ ðèòì áåñåäû, à ýòî ìîæíî èñïîëüçîâàòü äëÿ ñòðàòå134
ãè÷åñêîãî ïàðèðîâàíèÿ; ìîë÷àíèå îñòàâëÿåò ñîáåñåäíèêó ïðîñòîð äëÿ
ñàìûõ õóäøèõ ïðåäïîëîæåíèé.
Ïðèäåðæèâàéòåñü ôîðìóëû «60–40»: 60% âðåìåíè ñëóøàéòå è ëèøü
40 — ãîâîðèòå. Âûñêàçûâàéòåñü íåòîðîïëèâî, äåëàÿ ãëóáîêèé âäîõ
êàæäûå íåñêîëüêî ñåêóíä. Ýòî äàñò îïïîíåíòó ìíîæåñòâî âîçìîæíîñòåé çàãîâîðèòü ñàìîìó. Óìåíèå äåëàòü ïàóçû ïðîäåìîíñòðèðóåò âàøó
óâåðåííîñòü â ñîáñòâåííîé ïðàâîòå. Åñëè íè÷åãî ïîäõîäÿùåãî â ãîëîâó
íå ïðèõîäèò — íå äåëàéòå íè÷åãî, âûæäèòå è ïîñìîòðèòå, ÷òî áóäåò
äàëüøå. Ïîìíèòå: â äåëîâîé æèçíè öåíèòñÿ íå ñêîðîñòü, à ðåçóëüòàò.
Èñïîëüçóéòå çíàêîìûå è äîñòóïíûå ïàðòíåðó ïîíÿòèÿ. Ëþäè áóäóò
ñëóøàòü âàñ, êîãäà âû ãîâîðèòå íà èõ ÿçûêå: åñëè ñîáåñåäíèê çàÿäëûé
áîëåëüùèê, èñïîëüçóéòå ñïîðòèâíûå àíàëîãèè; åñëè îí âèäèò ìèð
ñêâîçü öèôðû, ïðåäîñòàâüòå åìó ìíîæåñòâî îò÷åòîâ è ñòàòèñòè÷åñêîé
èíôîðìàöèè. Â âàøèõ èíòåðåñàõ ñäåëàòü òàê, ÷òîáû âàøå ïðåäëîæåíèå
íå âûçûâàëî îïàñåíèé.
Âñåãäà, åñëè âîçìîæíî, ñîîáùàéòå ñîáåñåäíèêó èñòî÷íèêè âàøåé
èíôîðìàöèè, êòî åùå åþ îáû÷íî ïîëüçóåòñÿ, ïîä÷åðêèâàéòå íàäåæíîñòü èñòî÷íèêîâ. Âàæíî òàêæå äåìîíñòðèðîâàòü ïàðòíåðó, êàê âàøè
ñâåäåíèÿ ñîîòíîñÿòñÿ ñ äðóãîé èíôîðìàöèåé.
Àðãóìåíòàöèÿ.  ôàçå àðãóìåíòèðîâàíèÿ ó÷àñòíèêè äåëîâîé áåñåäû
çàíèìàþò îïðåäåëåííóþ ïîçèöèþ. Çäåñü ìîæíî ïûòàòüñÿ èçìåíèòü
ñôîðìèðîâàâøååñÿ ìíåíèå, çàêðåïèòü èçìåíåííîå, óñòðàíèòü èëè ñìÿã÷èòü ïðîòèâîðå÷èÿ, êðèòè÷åñêè ïðîâåðèòü èäåè è ôàêòû, èçëîæåííûå âàìè èëè ñîáåñåäíèêîì. Çäåñü ïðîêëàäûâàþòñÿ ïóòè äëÿ çàêëþ÷åíèé, ñîçäàåòñÿ áàçà äëÿ ðåøàþùåé ôàçû äåëîâîé áåñåäû — ïðèíÿòèÿ
ðåøåíèé.
Óáåäèòåëüíàÿ è êîððåêòíàÿ àðãóìåíòàöèÿ îñíîâûâàåòñÿ íà ïðèìåíåíèè îáùåïðèçíàííûõ è ïðèíÿòûõ â äåëîâûõ êðóãàõ ïðèåìîâ. Ýòè
ïðèåìû èìåþò íåïðåõîäÿùóþ öåííîñòü â îòëè÷èå îò ñïåêóëÿòèâíîé
òåõíèêè àðãóìåíòèðîâàíèÿ, êîòîðàÿ ïîõîæà íà óäàð íèæå ïîÿñà â
áîêñå, îáëàäàåò êðàòêîñðî÷íûì äåéñòâèåì è ÷àñòî îáîðà÷èâàåòñÿ ïðîòèâ ñâîåãî àâòîðà, ïðèíîñÿ åìó â êîíå÷íîì ñ÷åòå áîëüøå âðåäà, ÷åì
ïîëüçû.
Òîò, êòî íàìåðåâàåòñÿ áûòü óáåäèòåëüíûì â ñâîåé àðãóìåíòàöèè,
äîëæåí ñîáëþäàòü ðÿä óñëîâèé.
Îïåðèðóéòå ïðîñòûìè, òî÷íûìè è óáåäèòåëüíûìè ïîíÿòèÿìè. Ñîáåñåäíèê «ñëûøèò» èëè ïîíèìàåò ìåíüøå, ÷åì õî÷åò ïîêàçàòü. Ýòî
ñëåäóåò ïîìíèòü âñåãäà. Ïîïðîáóéòå âñïîìíèòü, ÷òî âû ïîíÿëè èç
ïîñëåäíåé òåëåïåðåäà÷è. Êðîìå òîãî, óáåäèòåëüíîñòü ëåãêî «ïîòîïèòü»
â ìîðå ñëîâ è àðãóìåíòîâ, îñîáåííî åñëè îíè íåÿñíû è íåòî÷íû.
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Âñÿêîå ïðåóâåëè÷åíèå åñòü îäíà èç ôîðì ëæè. È äàæå åñëè ïðàâäà
èìååò ïðèâêóñ ëæè — ïàðòíåðà ëó÷øå îò íåå èçáàâèòü. Ïîýòîìó àðãóìåíòû äîëæíû áûòü äîñòîâåðíûìè.
Âûáèðàéòå ñïîñîá è òåìï àðãóìåíòàöèè, ñîîòâåòñòâóþùèå îñîáåííîñòÿì õàðàêòåðà ñîáåñåäíèêà. Íà ïàðòíåðà ëó÷øå âîçäåéñòâóåò àêòèâíîå ïîñòðîåíèå ôðàç, ÷åì ïàññèâíîå. Íàïðèìåð, ëó÷øå ñêàçàòü «...ìû
ýòî îñóùåñòâèì...», ÷åì «...ìîæíî îñóùåñòâèòü...», èëè «...ðåøèòü...»,
÷åì «...ïðèíÿòü ðåøåíèå...»
Àðãóìåíòû è äîâîäû, ïðåäúÿâëåííûå ïî î÷åðåäè, íàìíîãî ýôôåêòèâíåå äîñòèãàþò öåëè, ÷åì åñëè èõ ïðåïîäíåñòè âñå ñðàçó. Òðè-÷åòûðå ÿðêèõ àðãóìåíòà äîñòèãàþò áîëüøåãî ýôôåêòà, ÷åì ìíîæåñòâî ñðåäíèõ àðãóìåíòîâ.
Êàê è â òåàòðå, âàæíî óìåòü «äåðæàòü ïàóçó». Òî÷íî ðàññòàâëåííûå ïàóçû ÷àñòî îêàçûâàþò áîëåå ñèëüíîå âîçäåéñòâèå, ÷åì
ïîòîê ìàëîóáåäèòåëüíûõ ñëîâ, èõ çàïîëíÿþùèõ. Àðãóìåíòèðîâàíèå íå äîëæíî áûòü äåêëàðàòèâíûì èëè âûãëÿäåòü êàê ìîíîëîã
îäíîé èç ñòîðîí.
Âåäèòå àðãóìåíòàöèþ êîððåêòíî ïî îòíîøåíèþ ê ïàðòíåðó: ýòî
âûãîäíî äëÿ âàñ æå, åñëè âû ðàññ÷èòûâàåòå íà äîëãîâðåìåííîå ñîòðóäíè÷åñòâî.
Ëó÷øå ïðèçíàòü ïðàâîòó ïàðòíåðà, äàæå åñëè ýòî ìîæåò èìåòü íåæåëàòåëüíûå äëÿ âàñ ïîñëåäñòâèÿ. Ýòî äàåò ïðàâî òðåáîâàòü òàêîãî æå
ïîâåäåíèÿ ñî ñòîðîíû ñîáåñåäíèêà. Òåì ñàìûì âû ñîáëþäàåòå äåëîâóþ
ýòèêó, êîòîðàÿ â äåëîâîì ìèðå — äàëåêî íå ïóñòîé çâóê.
Êîððåêòíàÿ àðãóìåíòàöèÿ ïðåäïîëàãàåò òàêæå îïåðèðîâàíèå òîëüêî òåìè àðãóìåíòàìè, êîòîðûå óæå ïðèíÿòû ïàðòíåðîì.
Èçáåãàéòå ïóñòûõ ôðàç: îíè ñâèäåòåëüñòâóþò îá îñëàáëåíèè âàøåãî âíèìàíèÿ è ïîçèöèé, âåäóò ê íåíóæíûì ïàóçàì ñ öåëüþ âûèãðàòü
âðåìÿ è ïîéìàòü óòåðÿííóþ íèòü áåñåäû (òàêîâû ôðàçû «êàê áûëî
ñêàçàíî», «áîëåå èëè ìåíåå», «èëè äðóãèìè ñëîâàìè», «íàðÿäó ñ îòìå÷åííûì», «ìîæíî è òàê, è òàê» è äð.). Ýòè âûðàæåíèÿ — íå èç äåëîâîãî ëåêñèêîíà.
Ïðèñïîñàáëèâàéòå àðãóìåíòû ê ëè÷íîñòè âàøåãî ïàðòíåðà. Ýòî çíà÷èò, ÷òî âû äîëæíû ãîâîðèòü î òîì, î ÷åì õî÷åò ãîâîðèòü ñîáåñåäíèê.
À îí âñåãäà õî÷åò ãîâîðèòü î ñâîèõ öåëÿõ, èíòåðåñàõ, âûãîäå. Èãíîðèðîâàòü ýòî — çíà÷èò çàâåäîìî ïðîèãðàòü.
Óïîòðåáëÿåìàÿ âàìè òåðìèíîëîãèÿ äîëæíà áûòü ïîíÿòíîé ñîáåñåäíèêó, èíà÷å âû íå òîëüêî íå óáåäèòå åãî, íî è èñïîðòèòå åìó íàñòðîåíèå òåì, ÷òî îí íå â ñîñòîÿíèè ïîíÿòü ñîäåðæàíèå âàøåãî âûñòóïëåíèÿ. Íåîáõîäèìî ïðîâåðÿòü âîçäåéñòâèå àðãóìåíòîâ ïåðåêðåñòíûìè
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âîïðîñàìè äëÿ êîíòðîëÿ çà óðîâíåì ïîíèìàíèÿ è âîñïðèÿòèÿ ñîáåñåäíèêà (êîíòðîëüíûå âîïðîñû).
Îáùåå ïðàâèëî ñîñòîèò â òîì, ÷òî ïàññèâíûå, êðèòè÷åñêèå, íåãàòèâíûå, çàäåâàþùèå ïàðòíåðà, àêöåíòèðóþùèå âíèìàíèå íà òðóäíîñòÿõ, à íå íà ïóòÿõ èõ ïðåîäîëåíèÿ ñëîâà è âûðàæåíèÿ äîëæíû
áûòü çàìåíåíû àêòèâíûìè, ïîçèòèâíûìè, îòêðûâàþùèìè ïåðñïåêòèâó è äåìîíñòðèðóþùèìè âîçìîæíîñòè è øàíñû íà óñïåõ.
Ðó÷êà è áóìàãà ÿâëÿþòñÿ îáÿçàòåëüíûìè àòðèáóòàìè è âñïîìîãàòåëüíûìè ñðåäñòâàìè äëÿ âñåõ ó÷àñòíèêîâ äåëîâîé áåñåäû. Îíè ïîçâîëÿþò çàôèêñèðîâàòü îñíîâíûå èäåè, íàðèñîâàòü ñõåìû, âîâëå÷ü âíèìàíèå ïàðòíåðà â ñîâìåñòíóþ ðàáîòó.
Åñëè äëÿ ïîäêðåïëåíèÿ ñâîèõ àðãóìåíòîâ âû íàìåðåíû èñïîëüçîâàòü ñòàòüè è áðîøþðû, èõ íàäî ïîäîáðàòü ñòðîãî ïî òåìàòèêå, à
îáúåì îãðàíè÷èòü. Íåîáõîäèìî òî÷íî çíàòü, ãäå è ÷òî â íèõ èñêàòü,
÷òîáû ñðàçó âñå ïîêàçàòü è îáúÿñíèòü. Ýòî ïîçâîëèò èçáåæàòü ñèòóàöèè, êîãäà ñîáåñåäíèê îòêëàäûâàåò ðåøåíèå ñî ñëîâàìè: «Ýòî âñå
íàäî ïðîøòóäèðîâàòü».
Íàèëó÷øèå àðãóìåíòû — òå, êîòîðûå îñíîâàíû íà ÷åòêèõ è ëîãè÷íûõ ðàññóæäåíèÿõ, íà õîðîøåì çíàíèè äåòàëåé è îáñòîÿòåëüñòâ è íà
ïðîãíîçèðóþùåé ñïîñîáíîñòè òî÷íî è êîíêðåòíî ïðåäóñìîòðåòü îñíîâíûå ñöåíàðèè ðàçâèòèÿ áåñåäû.
Ïðèåìû àðãóìåíòèðîâàíèÿ
Êëàññè÷åñêèé. Ïðåäñòàâëÿåò ñîáîé ïðÿìîå îáðàùåíèå ê ïàðòíåðó, êîòîðîãî ìû çíàêîìèì ñ ôàêòàìè è èíôîðìàöèåé,
ÿâëÿþùèìèñÿ îñíîâîé íàøåãî äîêàçàòåëüñòâà, èëè æå — åñëè ðå÷ü
èäåò î êîíòðàðãóìåíòàõ — îñïàðèâàåì è îïðîâåðãàåì åãî äîâîäû. Åñëè
íàì óäàëîñü ïîñòàâèòü ïîä ñîìíåíèå èçëîæåííûå èì ôàêòû, òî íàøà
ïîçèöèÿ ñòàíîâèòñÿ çíà÷èòåëüíî óáåäèòåëüíåå è ñèëüíåå.
Âåñüìà ïîëåçíû çäåñü öèôðû — ïðåêðàñíûé ôîí äëÿ íàøèõ èäåé è
äîâîäîâ. Óìåëî ïðåïîäíåñåííûå, îíè âñåãäà âûãëÿäÿò óáåäèòåëüíî.
Öèôðîâûå äàííûå — íàäåæíîå äîêàçàòåëüñòâî. Îäíàêî èõ íå äîëæíî
áûòü ñëèøêîì ìíîãî. Êðîìå òîãî, öèôðû ñëåäóåò ïðåäñòàâëÿòü â ôîðìå, ìàêñèìàëüíî îòâå÷àþùåé ïîñòàâëåííûì çàäà÷àì.
Ìåòîä ïðîòèâîðå÷èÿ. Îñíîâàí íà âûÿâëåíèè ïðîòèâîðå÷èé â àðãóìåíòàöèè ñîáåñåäíèêà. Íàøà ñîáñòâåííàÿ àðãóìåíòàöèÿ äîëæíà áûòü
íåïðîòèâîðå÷èâîé, ÷òîáû íå äàòü ïàðòíåðó ýòèì âîñïîëüçîâàòüñÿ, íî
ïðîòèâîðå÷èÿ â åãî àðãóìåíòàöèè íåëüçÿ îñòàâëÿòü íåçàìå÷åííûìè.
Ïî ñâîåé ïðèðîäå ýòîò ìåòîä ÿâëÿåòñÿ îáîðîíèòåëüíûì. Â îòâåò íà
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àðãóìåíòû ñîáåñåäíèêà ìîæíî îòâåòèòü, âûÿâèâ â íèõ ñëàáîå ìåñòî,
ïðèìåðíî òàê: «Åñëè ïðàâäà òî, ÷òî, êàê Âû ãîâîðèòå, óðîâåíü æèçíè
ñåé÷àñ ñíèçèëñÿ, òî ïðàâäà è òî, ÷òî âîçìîæíîñòåé çàðàáîòàòü ñåãîäíÿ
ñòàëî çíà÷èòåëüíî áîëüøå, ÷åì ðàíüøå».
«Ñâîåâðåìåííûé ïåðåâîä ñòðåëêè». Ýòîò ïðèåì äîâîëüíî ïðîñò è ïðèìåíèì ïî îòíîøåíèþ ê ïàðòíåðó ñ àíàëèòè÷åñêèì ñêëàäîì ìûøëåíèÿ.
Êîãäà îí äåëàåò çàÿâëåíèå èëè îòñòàèâàåò ïëàí, îøèáî÷íîñòü êîòîðîãî âû ñïîñîáíû äîêàçàòü, íå òîðîïèòåñü âûêëàäûâàòü ôàêòû è ïðàçäíîâàòü ïîáåäó. Ëó÷øå çàäàéòå âîïðîñ òèïà: «Íå ìîãëè áû Âû óòî÷íèòü, ÷òî êîíêðåòíî ïðîèçîéäåò, åñëè ìû ïðèìåì Âàø ïëàí?» Òîí
äîëæåí áûòü äîáðîæåëàòåëüíûì, èáî åñëè ïàðòíåð ïî÷óâñòâóåò â ýòîì
âîïðîñå âûçîâ, åõèäñòâî èëè çëîðàäñòâî, òî ñêîðåå âñåãî âû íè÷åãî íå
äîáüåòåñü. Çàäàâ âîïðîñ, æäèòå, íå ïåðåáèâàéòå ðàññóæäåíèé ïàðòíåðà, âûçâàííûõ âîïðîñîì. Ïàðòíåð ñàì îáíàðóæèò â ñâîèõ ðàññóæäåíèÿõ ïðîòèâîðå÷èÿ èëè íåâåðíî èñïîëüçîâàííûå äàííûå. Ïîñòàâèâ ïåðåä
íèì ýìîöèîíàëüíî íåéòðàëüíóþ çàäà÷ó — åùå ðàç ïåðåïðîâåðèòü ëîãèêó è ôàêòû, âû ïðèâîäèòå â äåéñòâèå ìîùíóþ «àíàëèòè÷åñêóþ
ìÿñîðóáêó», êîòîðàÿ ñòîëü æå áåçæàëîñòíî ïåðåìàëûâàåò ñâîè àðãóìåíòû è äîêàçàòåëüñòâà, êàê è âàøè äîâîäû. Çäåñü âàæíà àòìîñôåðà,
êîãäà ïàðòíåðó íå íàäî çàùèùàòü ñâîþ ëîãèêó èëè äîêàçûâàòü, ÷òî
åãî ïëàí — ñàìûé ëó÷øèé. Âû åå ñîçäàåòå ïðîäóìàííîé ôîðìóëèðîâêîé è òîíîì âîïðîñà. Åñëè æå âû, òåðïåëèâî äîæäàâøèñü ìîìåíòà
îáíàðóæåíèÿ ïàðòíåðîì ñëàáûõ ìåñò â åãî ñîáñòâåííûõ ïîñòðîåíèÿõ,
ñóìååòå óäîâëåòâîðèòü åãî ïîòðåáíîñòü â íîâûõ ôàêòàõ, âåðîÿòíîñòü
ðåøåíèÿ âîïðîñà â âàøó ïîëüçó íàìíîãî óâåëè÷èòñÿ.
«Èçâëå÷åíèå âûâîäîâ». Ïðåäñòàâëÿåò ñîáîé òî÷íóþ àðãóìåíòàöèþ,
êîòîðàÿ ïîñòåïåííî, øàã çà øàãîì, ïîñðåäñòâîì ÷àñòè÷íûõ âûâîäîâ
ïîäâîäèò íàñ ê æåëàåìîìó èòîãîâîìó âûâîäó. Ïðè êîíòðàðãóìåíòàöèè
ýòî îçíà÷àåò îïðîâåðæåíèå îøèáî÷íûõ âûâîäîâ ïàðòíåðà èëè òðåáîâàíèå ëîãè÷åñêè ïðàâèëüíûõ è áåçóïðå÷íûõ äîêàçàòåëüñòâ. Ïðàâäà,
òðåáîâàòü îò ñîáåñåäíèêà äîêàçàòåëüñòâ, êîòîðûå îí â äàííûé ìîìåíò
ïðåäîñòàâèòü íå ìîæåò, íåêîððåêòíî, õîòÿ â ïðèíöèïå âîçìîæíî.
Ñðàâíåíèå. Ýòîò ìåòîä ïðåäñòàâëÿåò ñîáîé âàðèàíò ìåòîäà «èçâëå÷åíèå âûâîäîâ». Îí î÷åíü ýôôåêòèâåí, îñîáåííî êîãäà ñðàâíåíèÿ
ïîäîáðàíû óäà÷íî. Ñðàâíåíèÿ ìîãóò áûòü êðàòêèìè, ïðîñòðàííûìè,
ôàêòè÷åñêèìè èëè âûäóìàííûìè, ñåðüåçíûìè èëè ñ þìîðîì. Ñðàâíåíèå, âûçûâàþùåå ïðåäñòàâëåíèå î ïðåäìåòå â öåëîì, íàçûâàåòñÿ
ìåòàôîðîé. («Åãî ñëîâà áûëè îàçèñîì â ïóñòûíå ñâåòñêîé áîëòîâíè».
«Ïóòü ÷åëîâå÷åñêîãî ïðîãðåññà — íå ãîíî÷íûé òðåê»). Ñðàâíåíèå, â
êîòîðîì ñîîòíîñÿòñÿ äâà èëè áîëåå ïðåäìåòà â îäíîì èëè íåñêîëüêèõ
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îòíîøåíèÿõ, íàçûâàåòñÿ àíàëîãèåé. Àíàëîãèè áûâàþò îáðàçíûå è áóêâàëüíûå. Îáðàçíàÿ àíàëîãèÿ ñðàâíèâàåò äâå ñîâîêóïíîñòè ÿâëåíèé
ðàçíîãî ïîðÿäêà èëè èç ðàçíûõ îáëàñòåé, óêàçûâàÿ íà èõ ñèìâîëè÷åñêóþ ñâÿçü.
«Òðóäíî îïðåäåëèòü, ÷òî òàêîå äåìîêðàòèÿ. Îíà ïîäîáíà æèðàôó.
Ðàç ïîñìîòðèøü — è óæå áîëüøå íè ñ ÷åì íå ñïóòàåøü «.
Àíàëîãèÿ â áóêâàëüíîì ñìûñëå ñðàâíèâàåò ÿâëåíèÿ îäíîé îáëàñòè,
îäíîãî ïîðÿäêà.
«Êîíäèöèîíèðîâàíèå âîçäóõà ïîäíÿëî ïðîèçâîäèòåëüíîñòü òðóäà
íà ôàáðèêå èñêóññòâåííîãî âîëîêíà â Ïîäîëüñêå, ñëåäîâàòåëüíî,
îíî ïîäíèìåò ïðîèçâîäèòåëüíîñòü òðóäà è íà ôàáðèêå â Ñàìàðå».
Ñðàâíåíèå, ïðåäñòàâëÿþùåå ñîáîé ôîðìó ïðîòèâîïîñòàâëåíèÿ èëè
êîíòðàñòà è ñîäåðæàùåå íà ïåðâûé âçãëÿä íåñîâìåñòèìûå óòâåðæäåíèÿ, íàçûâàåòñÿ ïàðàäîêñîì.
«Ïîñîë — ýòî ïîðÿäî÷íûé ÷åëîâåê, êîòîðîãî íàïðàâëÿþò çà ãðàíèöó âðàòü â èíòåðåñàõ Îòå÷åñòâà».
Åñëè ñðàâíåíèÿ îòëè÷àþòñÿ êîíêðåòíîñòüþ, íîâèçíîé è äîõîä÷èâîñòüþ, îíè äåëàþò âàøè àðãóìåíòû áîëåå ÿñíûìè, èíòåðåñíûìè è
óáåäèòåëüíûìè. Îíè ñòèìóëèðóþò ìûñëü ñîáåñåäíèêà, ïîÿñíÿþò íåîáû÷íîå, âûçûâàþò èíòåðåñ ê ïðèâû÷íîìó.
Ìåòîä «äà... íî». Åñëè âû íå ñîãëàøàåòåñü ñ ïàðòíåðîì ñ ñàìîãî
íà÷àëà è âñòóïàåòå â ñïîð, åäâà óñëûøàâ ïåðâûå åãî àðãóìåíòû, òî
òåì ñàìûì âû äåìîíñòðèðóåòå ñâîþ îòðèöàòåëüíóþ óñòàíîâêó, ÷òî
âðÿä ëè âûçîâåò ó íåãî ýíòóçèàçì. Ñêîðåå âñåãî âû èñïîðòèòå äåëî.
Ìåòîä «äà... íî» ïîçâîëÿåò èçÿùíî îïðîâåðãíóòü åãî àðãóìåíòàöèþ.
Ñëåäóåò îáðàòèòü îñîáîå âíèìàíèå íà òî, ÷òî âàøå «äà...» íå äîëæíî
áûòü ôîðìàëüíûì. Òàêîâûì îíî ÿâëÿåòñÿ, åñëè íåâîîðóæåííûì ãëàçîì âèäíî, ÷òî çà íèì ïîñëåäóþò îòðèöàíèå è íåñîãëàñèå. Ýòî òèïè÷íàÿ îøèáêà. Íà îïûòíîãî ïàðòíåðà òàê íå ïîâëèÿåøü. Íåôîðìàëüíîå «äà...» — ýòî êîãäà âû íàïîëíÿåòå åãî ðåàëüíûì ñîäåðæàíèåì.
Âû ìîæåòå ñêàçàòü, ÷òî ñ òàêîé ïîñòàíîâêîé âîïðîñà áåçóñëîâíî ñîãëàñíû, ÷òî ïðèâåäåííûå ïàðòíåðîì ôàêòû áåçóïðå÷íû, à âûñòðîåííàÿ
èì ëîãèêà ñîâåðøåííî áåçóêîðèçíåííà. È òîëüêî ïîòîì íàñòóïàåò î÷åðåäü âàøåãî «íî...» Ýòèì «íî...» âû ìîæåòå ïîëíîñòüþ äåçàâóèðîâàòü
âñå, ÷òî òîëüêî ÷òî ñêàçàëè, ïðåäëîæèòü ñâîè äîâîäû, è ýòî áóäåò çíà÷èòåëüíî ëó÷øå, ÷åì åñëè áû âû ñðàçó ñòàëè äåìîíñòðèðîâàòü ñâîå
íåñîãëàñèå. Ïðè ýòîì êîíñòðóêöèÿ âàøåé àðãóìåíòàöèè äîëæíà áûòü
òàêîé, ÷òîáû îíà ìîãëà ïî âîçìîæíîñòè ïðåäóïðåäèòü ïðèìåíåíèå
ýòîãî ìåòîäà ñî ñòîðîíû ñîáåñåäíèêà ñ ïîìîùüþ îïðîâåðæåíèÿ åãî
âîçìîæíûõ äîâîäîâ.
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«Áóìåðàíã». Èñïîëüçîâàíèå îðóæèÿ ñîáåñåäíèêà ïðîòèâ íåãî ñàìîãî.
Ýòîò ïðèåì íå èìååò ñèëû äîêàçàòåëüñòâà, íî ñïîñîáåí îêàçàòü èñêëþ÷èòåëüíîå âîçäåéñòâèå, åñëè åãî ïðèìåíèòü ê ìåñòó è ñ ÷óâñòâîì
þìîðà. Äåìîñôåí, àôèíñêèé ãîñóäàðñòâåííûé äåÿòåëü è îðàòîð, è
àôèíñêèé ïîëêîâîäåö Ôîêèîí áûëè ïîëèòè÷åñêèìè âðàãàìè. Îäíàæäû Äåìîñôåí çàÿâèë Ôîêèíó: «Åñëè àôèíÿíå ðàçîçëÿòñÿ, îíè òåáÿ
ïîâåñÿò». Íà ýòî Ôîêèîí îòâåòèë: «È òåáÿ, êîíå÷íî æå, òîæå, êàê
òîëüêî îáðàçóìÿòñÿ». Êàê-òî íà ïåðåãîâîðàõ äâóõ äåëåãàöèé èç ðàçíûõ
ñòðàí ïðåäñòàâèòåëè îäíîé èç íèõ ñïðîñèëè äðóãóþ: «È ÷òî æå âû
òåïåðü áóäåòå äåëàòü ïîñëå ñòîëüêèõ çàáàñòîâîê?» «Òî æå, ÷òî è âû
ïîñëå ñòîëüêèõ çàñåäàíèé», — òàêîâ áûë îòâåò.
Ñëåäóåò ñòðåìèòüñÿ, ÷òîáû þìîð áûë äîáðîæåëàòåëüíûì, ðàçðÿæàþùèì îáñòàíîâêó. Èíà÷å âàø «áóìåðàíã» ìîæåò îïèñàòü åùå îäèí
îáîðîò è óäàðèòü óæå ïî âàì, èëè æå ïàðòíåð ìîæåò ïðèìåíèòü è
äðóãîå «îðóæèå».
«Èãíîðèðîâàíèå». Íåðåäêî ôàêò èëè àðãóìåíò, ïðåäëîæåííûå ïàðòíåðîì, íåëüçÿ îñïîðèòü.  òàêîì ñëó÷àå èõ ìîæíî ïðîèãíîðèðîâàòü:
ñîáåñåäíèê ïðèäàåò çíà÷åíèå òîìó, ÷òî, ïî âàøåìó ìíåíèþ, íå ñòîëü
âàæíî. Ìû âñåãî ëèøü êîíñòàòèðóåì ýòî è èäåì äàëüøå, íå êîíöåíòðèðóÿñü íà íåì.
Ñëåäóåò îáðàòèòü âíèìàíèå íà òî, ÷òî ðå÷ü èäåò íå îá èãíîðèðîâàíèè ïàðòíåðà — ýòîãî îí íå ïðîñòèò, ìû îá ýòîì óæå ãîâîðèëè, à îá
èãíîðèðîâàíèè êàêîãî-ëèáî àðãóìåíòà â ñèñòåìå åãî äîêàçàòåëüñòâ.
Ýòî ñîâåðøåííî ðàçíûå âåùè.
Àêöåíòèðîâàíèå. Ýòîò ïðèåì — ëîãè÷íîå ïðîäîëæåíèå ïðåäûäóùåãî.  ñîîòâåòñòâèè ñî ñâîèìè èíòåðåñàìè âû ïðîäîëæàåòå ñìåùàòü
àêöåíòû, âûäâèãàÿ íà ïåðâûé ïëàí òî, ÷òî âàñ óñòðàèâàåò.
Ìåòîä îïðîñà. Âîïðîñû — è îá ýòîì óæå øëà ðå÷ü — îñíîâíîé
ìåõàíèçì, «óäàðíûé èíñòðóìåíò» ëþáîé äåëîâîé áåñåäû. Âîâðåìÿ, ñ
óïðåæäåíèåì çàäàííûå âîïðîñû ÿâëÿþòñÿ îñîáûì âèäîì àðãóìåíòàöèè, ïðè÷åì âåñüìà ýôôåêòèâíûì. Íå ðàñêðûâàÿ ñîáåñåäíèêó âñåõ
âàøèõ êàðò ñ öåëüþ ñîõðàíåíèÿ ýëåìåíòà íåîæèäàííîñòè, âñåãäà ìîæíî
çàäàòü åìó ðÿä âîïðîñîâ, ÷òîáû â îñíîâíûõ ÷åðòàõ âûÿñíèòü åãî ïîçèöèþ. Ïîñêîëüêó âû õîòèòå óçíàòü îò ïàðòíåðà òî, ÷òî îí íå âñåãäà
ñàì õî÷åò ñîîáùèòü, ñëåäóåò òùàòåëüíî ïðîäóìàòü îáñòîÿòåëüñòâà,
ïîñëåäîâàòåëüíîñòü, òåìï, èíòîíàöèþ ïîñòàíîâêè âîïðîñîâ, êîòîðûå
äîëæíû áûòü êðàòêèìè, ñîäåðæàòåëüíûìè è ïðè ýòîì ïðåäåëüíî òî÷íûìè è ïîíÿòíûìè.
Ìåòîä «âèäèìîé ïîääåðæêè». Ïîñëå èçëîæåíèÿ ñîáåñåäíèêîì åãî
àðãóìåíòîâ ìû ñíà÷àëà íå òîëüêî íå âîçðàæàåì è íå ïðîòèâîðå÷èì,
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íî, íàïðîòèâ, äàæå ïðèõîäèì íà ïîìîùü, ïðèâîäÿ íîâûå äîêàçàòåëüñòâà â ïîëüçó åãî ïîçèöèè. Íî ýòî òîëüêî íà ïåðâûé âçãëÿä! Ïîñëå
âèäèìîé ïîääåðæêè ñëåäóåò èçëîæåíèå íàøåé ïîçèöèè, êîòîðàÿ ìîæåò â êîðíå îòëè÷àòüñÿ îò òî÷êè çðåíèÿ ïàðòíåðà: «Â ïîäòâåðæäåíèå
âàøåãî òåçèñà ÿ ìîã áû ïðèâåñòè åùå è òàêèå ôàêòû, î êîòîðûõ âû,
âèäèìî, çàáûëè (ïåðå÷èñëÿåì èõ). Ýòî, áåçóñëîâíî, äåëàåò âàøó ïîçèöèþ åùå áîëåå óáåäèòåëüíîé — íî ëèøü íà ïåðâûé âçãëÿä, ëèøü äëÿ
íåïîñâÿùåííîãî. ß è ñàì íåêîòîðîå âðåìÿ ðàçäåëÿë åå. Íà ñàìîì æå
äåëå...» — è çäåñü íàñòóïàåò ÷åðåä âàøèõ êîíòðàðãóìåíòîâ.
Åñëè ïàðòíåð êðèòèêóåò âàøå ïðåäëîæåíèå, âíèìàòåëüíî ñëóøàéòå.
Áûòü ìîæåò, â ÷åì-òî îí è ïðàâ. Íî åñëè îí ñïîðèò ðàäè ñïîðà,
çàïîìíèòå, ÷òî èìåííî åãî íå óñòðàèâàåò, à êîãäà îí çàêîí÷èò, ñêàæèòå, ÷òî ïðèíèìàåòå âñå âîçðàæåíèÿ è ôàêòè÷åñêè óæå ó÷ëè èõ.
Òåïåðü èñïîëüçóéòå êàæäîå çàìå÷àíèå îïïîíåíòà êàê îòïðàâíóþ òî÷êó äëÿ äåìîíñòðàöèè ïîëîæèòåëüíûõ ñòîðîí âàøåãî ïðåäëîæåíèÿ.
Âûñòðîèâ ñâîè àðãóìåíòû çåðêàëüíî çàìå÷àíèÿì ïàðòíåðà, âû, ïî
ñóòè, äàåòå åìó èìåííî òî ðåøåíèå, êîòîðîå îí èùåò.
Ýôôåêòèâíîñòü ýòîãî ïðèåìà ñîñòîèò â òîì, ÷òî ïîçâîëÿåò âàì
ïðîÿâèòü áîëåå âûñîêèé ïðîôåññèîíàëèçì, ïîêàçàòü, ÷òî òî÷êó çðåíèÿ ñîáåñåäíèêà âû èçó÷èëè áîëåå îñíîâàòåëüíî, ÷åì îí ñàì, ïîñëå
÷åãî óáåäèëèñü â åå íåñîñòîÿòåëüíîñòè. Ñëåäóåò äîáàâèòü, ÷òî ýòîò
ïðèåì òðåáóåò îñîáî òùàòåëüíîé ïîäãîòîâêè.
Äåëîâàÿ áåñåäà â ñèòóàöèè êîíôëèêòà
Åñëè ïàðòíåð ðàçäðàæåí è àãðåññèâåí, öåëåñîîáðàçíî ïîìî÷ü åìó ñíèçèòü íàïðÿæåíèå. Ïîêà ýòîãî íå ñëó÷èòñÿ, äîãîâîðèòüñÿ ñ íèì òðóäíî èëè äàæå íåâîçìîæíî.
Âî âðåìÿ âñïëåñêà åãî ýìîöèé ñëåäóåò âåñòè ñåáÿ ñïîêîéíî (îá
ýòîì óæå íå ðàç ãîâîðèëîñü), óâåðåííî, íî íå âûñîêîìåðíî. Åñëè
ïàðòíåð àãðåññèâåí, çíà÷èò, îí ïåðåïîëíåí îòðèöàòåëüíûìè ýìîöèÿìè è ñòðàäàåò.  õîðîøåì íàñòðîåíèè ëþäè íå êèäàþòñÿ äðóã íà äðóãà.
Ïðåäñòàâüòå, ÷òî âàñ îáâîëàêèâàåò íåêàÿ îáîëî÷êà, ÷åðåç êîòîðóþ
àãðåññèÿ ïðîéòè áåññèëüíà.
Ïîïðîñèòå åãî ñïîêîéíî îáîñíîâàòü ïðåòåíçèè, «ðàçâåäÿ» ôàêòû è
ýìîöèè («Òî, ÷òî Âû ãîâîðèòå, îòíîñèòñÿ ê ôàêòàì èëè âîîáðàæåíèþ?»).
Íåéòðàëèçóéòå àãðåññèâíûå ýìîöèè íåîæèäàííûìè ïðèåìàìè. Ïîïðîñèòå ñîâåòà. Çàäàéòå âîïðîñ ñîâñåì î äðóãîì, íî çíà÷èìîì äëÿ íåãî.
Ñäåëàéòå êîìïëèìåíò: «Â ãíåâå Âû åùå êðàñèâåå...» Èëè: «Âàø ãíåâ
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ãîðàçäî ìåíüøå, ÷åì ÿ îæèäàë. Âàì óäàåòñÿ ñîõðàíèòü õëàäíîêðîâèå â
ýòîé îñòðîé ñèòóàöèè...» Âûðàçèòå ñî÷óâñòâèå. Âàøè ïðîñüáû, âîñïîìèíàíèÿ, êîìïëèìåíòû ïåðåêëþ÷àò ñîáåñåäíèêà ñ îòðèöàòåëüíûõ ýìîöèé íà ïîëîæèòåëüíûå.
Íå äàâàéòå ïàðòíåðó îòðèöàòåëüíûõ îöåíîê, ãîâîðèòå î ñâîèõ
÷óâñòâàõ. Ïëîõî çâó÷àò òàêèå ôðàçû, êàê: «Âû ìåíÿ îáìàíûâàåòå»,
«Âû — ãðóáûé ÷åëîâåê». Ãîðàçäî ëó÷øå ñêàçàòü: «ß ÷óâñòâóþ ñåáÿ
îáìàíóòûì»; «ß î÷åíü îãîð÷åí òåì, êàê Âû ñî ìíîé ðàçãîâàðèâàåòå».
Ïîïðîñèòå ïàðòíåðà ñôîðìóëèðîâàòü æåëàåìûé êîíå÷íûé ðåçóëüòàò è ïðîáëåìó êàê öåïü ïðåïÿòñòâèé. Ïðîáëåìà — ýòî òî, ÷òî íàäî
ðåøèòü. Îòíîøåíèå ê ÷åëîâåêó — ýòî ôîí èëè óñëîâèÿ, â êîòîðûõ
ïðèõîäèòñÿ ðåøàòü. Íåïðèÿçíåííîå îòíîøåíèå ê ïàðòíåðó ìîæåò çàñòàâèòü âàñ íå çàõîòåòü ðåøàòü. Ïîýòîìó íå ïîçâîëÿéòå ýìîöèÿì óïðàâëÿòü ñîáîé. Îïðåäåëèòå âìåñòå ñ ïàðòíåðîì ïðîáëåìó è ñîñðåäîòî÷üòåñü íà íåé. Èùèòå íå âèíîâíûõ, à âûõîä èç ñîçäàâøåãîñÿ ïîëîæåíèÿ.
Íå ïîçâîëÿéòå ñåáå ðàñïóñêàòüñÿ è îòâå÷àòü àãðåññèåé íà àãðåññèþ.
Íå çàäåâàéòå äîñòîèíñòâà ïàðòíåðà. Îí ýòîãî íå ïðîñòèò, äàæå åñëè è
óñòóïèò íàæèìó. Îöåíèâàéòå åãî äåéñòâèÿ è ïîñòóïêè, íî íå ëè÷íîñòü.
Ìîæíî ñêàçàòü: «Âû óæå äâàæäû íå âûïîëíèëè ñâîå îáåùàíèå», íî
íå ñëåäóåò óòâåðæäàòü: «Âû — íåîáÿçàòåëüíûé ÷åëîâåê».
Íå áîéòåñü èçâèíèòüñÿ, åñëè ÷óâñòâóåòå, ÷òî âèíîâàòû. Ýòî îáåçîðóæèò ïàðòíåðà è âûçîâåò óâàæåíèå ê âàì. Âåäü ñïîñîáíû ïðèíîñèòü
èçâèíåíèÿ òîëüêî óâåðåííûå â ñåáå è çðåëûå ëþäè.
Íåçàâèñèìî îò ðåçóëüòàòà ðàçðåøåíèÿ ïðîòèâîðå÷èÿ ñòàðàéòåñü íå
ðàçðóøàòü îòíîøåíèÿ. Âûðàçèòå ñâîå óâàæåíèå è ðàñïîëîæåíèå ê ïàðòíåðó è ïðîäåìîíñòðèðóéòå ñîæàëåíèå ïî ïîâîäó âîçíèêøèõ òðóäíîñòåé. Òàê âû íå ïîòåðÿåòå åãî êàê ïàðòíåðà.
Ïðèíÿòèå ðåøåíèé è çàâåðøåíèå áåñåäû
Öåëü — ýòî ìå÷òà, êîòîðàÿ äîëæíà îñóùåñòâèòüñÿ ê òî÷íî îïðåäåëåííîìó ñðîêó èëè íàçíà÷åííîìó ìîìåíòó. Óñïåøíî
çàâåðøèòü áåñåäó — çíà÷èò äîñòèãíóòü çàðàíåå íàìå÷åííûõ è çàïëàíèðîâàííûõ öåëåé. Äëÿ ýòîãî íà ïîñëåäíåì ýòàïå áåñåäû, â ôàçå ïðèíÿòèÿ ðåøåíèé, íåîáõîäèìî:
– äîñòèæåíèå îñíîâíîé èëè àëüòåðíàòèâíîé öåëè;
– ñòèìóëèðîâàíèå ñîáåñåäíèêà ê âûïîëíåíèþ íàìå÷åííûõ äåéñòâèé;
– îáåñïå÷åíèå áëàãîïðèÿòíîé àòìîñôåðû;
– ïîääåðæàíèå â ñëó÷àå íåîáõîäèìîñòè äàëüíåéøèõ êîíòàêòîâ ñ
ïàðòíåðàìè.
142
Çàêëþ÷èòåëüíóþ ôàçó äåëîâîé áåñåäû ñëåäóåò íà÷èíàòü ñ ðåçþìå è
ñäåëàííûõ íà åãî îñíîâå âûâîäîâ. Ðåçþìå äîëæíî áûòü âñåîáúåìëþùèì è âïå÷àòëÿþùèì, ïîíÿòíûì äëÿ âñåõ ïðèñóòñòâóþùèõ, ñ ÷åòêî
âûðàæåííûì îñíîâíûì âûâîäîì. Îíî íå äîëæíî ñâîäèòüñÿ ê ïðîñòîìó ïîâòîðåíèþ íàèáîëåå âàæíûõ ïîëîæåíèé.
Îñíîâíûå èäåè, ñìûñë âàøåãî âûñòóïëåíèÿ íóæíî ïðåïîäíåñòè
ÿðêî, ïðè ýòîì êîëè÷åñòâî èäåé ñîêðàòèòü, âûâîä-çàêëþ÷åíèå ñôîðìóëèðîâàòü íàñêîëüêî âîçìîæíî âïå÷àòëÿþùèì îáðàçîì. Íåëüçÿ äîïóñòèòü, ÷òîáû ó ñîáåñåäíèêà îñòàëèñü ïðîòèâîðå÷èâûå ïðåäñòàâëåíèÿ.
Âûâîäó íóæíî ïðèäàòü äîñòóïíóþ ôîðìó, òî åñòü ñäåëàòü íåñêîëüêî çàêëþ÷èòåëüíûõ ñóæäåíèé, ïîëíûõ ñìûñëà è çíà÷åíèÿ. Âñåì ó÷àñòíèêàì áåñåäû äîëæíà áûòü ÿñíà è ïîíÿòíà êàæäàÿ åãî äåòàëü.  çàêëþ÷åíèè íåò ìåñòà ëèøíèì ñëîâàì è ðàñïëûâ÷àòûì ôîðìóëèðîâêàì.
Ïîñêîëüêó âû õîòèòå óáåäèòü ñîáåñåäíèêà ïðèíÿòü âàøè ïðåäëîæåíèÿ, ïîýòîìó îêîí÷àíèå áåñåäû äîëæíî ïðîèçâåñòè íà íåãî âïå÷àòëåíèå.  êîíöå äîëæíà äîìèíèðîâàòü åäèíñòâåííàÿ, îñíîâíàÿ ìûñëü,
îáúÿñíÿþùàÿ âñå ñêàçàííîå ðàíåå è èçëîæåííàÿ ÿðêî è óáåäèòåëüíî.
Ïåðåâîäèòü áåñåäó â çàâåðøàþùóþ ôàçó ñëåäóåò íå íà ñïàäå, à íà
ïîäúåìå, íàïðèìåð, êîãäà ìû èñ÷åðïûâàþùå îòâåòèëè íà çàìå÷àíèå
ñîáåñåäíèêà èëè êîãäà åãî óäîâëåòâîðåííîñòü îòâåòàìè î÷åâèäíà.
143
×àñòü IV.
Ãëàâà 19.
ÏÐÀÊÒÈ×ÅÑÊÈÅ ÀÑÏÅÊÒÛ
ÂÅÄÅÍÈß ÌÅÆÄÓÍÀÐÎÄÍÛÕ
ÄÅËÎÂÛÕ ÏÅÐÅÃÎÂÎÐÎÂ
ÌÅÆÄÓÍÀÐÎÄÍÛÅ ÏÅÐÅÃÎÂÎÐÛ
ÊÀÊ ÑÐÅÄÑÒÂÎ ÄÈÏËÎÌÀÒÈÈ
Âîçðàñòàíèå ðîëè ïåðåãîâîðîâ
íà ñîâðåìåííîì ýòàïå
Ïåðåãîâîðû ÿâëÿþòñÿ îäíîé èç âàæíåéøèõ ôîðì
äèïëîìàòè÷åñêîé ðàáîòû. Íå ñëó÷àéíî â óçêîì ñìûñëå ñëîâà äèïëîìàòèþ
÷àñòî îïðåäåëÿþò êàê «íàóêó èëè èñêóññòâî ïåðåãîâîðîâ».
 ñîâðåìåííóþ ýïîõó ìåæäóíàðîäíûå ïåðåãîâîðû ÿâëÿþòñÿ îñíîâíûì ñðåäñòâîì ðåøåíèÿ ìíîãèõ ìåæäóíàðîäíûõ ïðîáëåì. Òåíäåíöèÿ
ê âîçðàñòàíèþ èõ ðîëè îñîáåííî ÿðêî ïðîÿâèëàñü âî âòîðîé ïîëîâèíå
XX â., îòëè÷èòåëüíîé ÷åðòîé êîòîðîãî ÿâëÿþòñÿ ïåðèîäû «îòòåïåëåé»
è «ïîõîëîäàíèé» â ìåæãîñóäàðñòâåííûõ îòíîøåíèÿõ. Ñîîòâåòñòâåííî
è ïåðåãîâîðíûé ïðîöåññ õàðàêòåðèçóåòñÿ ÷åðåäîâàíèåì ñïàäîâ è ïîäúåìîâ åãî àêòèâíîñòè.
Ïåðâûé âñïëåñê òàêîé àêòèâíîñòè ñòèìóëèðîâàëî ñîçäàíèå â 1945 ã.
ÎÎÍ.  ïåðèîä ñ ñåðåäèíû 50-õ äî íà÷àëà 60-õ ãã. òàêæå ïðîâåäåíà
ñåðèÿ ïåðåãîâîðîâ íà ñàìîì âûñîêîì óðîâíå. Âûðàáîòàííûå äîãîâîðåííîñòè ñïîñîáñòâîâàëè ðåøåíèþ, èëè õîòÿ áû ïðèáëèæåíèþ ê ðåøåíèþ, ìíîãèõ ìåæäóíàðîäíûõ ïðîáëåì. Äîñòàòî÷íî èíòåíñèâíî âåëèñü ïåðåãîâîðû â ãîäû ðàçðÿäêè (ïåðâàÿ ïîëîâèíà 70-õ ãã.). Íà÷àâøàÿñÿ â ÑÑÑÐ ïåðåñòðîéêà ïðèâåëà ê ïðåêðàùåíèþ êîíôðîíòàöèè
ìåæäó äâóìÿ ïîëèòè÷åñêèìè áëîêàìè è àêòèâèçàöèè ïåðåãîâîðíîãî
ïðîöåññà.
Êàê âèäèì, äëÿ ìåæäóíàðîäíîé æèçíè õàðàêòåðíî âîëíîîáðàçíîå
ðàçâèòèå ñîáûòèé, êîãäà àêòèâèçàöèÿ ïåðåãîâîðíîãî ïðîöåññà ñìåíÿëàñü ïîëîñîé îò÷óæäåíèÿ è îáîñòðåíèÿ ïðîáëåì. È âñå æå âåäóùåé
ÿâëÿåòñÿ òåíäåíöèÿ ê âîçðàñòàíèþ ðîëè ïåðåãîâîðîâ â ìåæäóíàðîäíîé
144
æèçíè. Îáúÿñíÿåòñÿ ýòî ðÿäîì ôàêòîðîâ. Îäíèì èç âàæíåéøèõ ÿâëÿåòñÿ ñîêðàùåíèå âîåííî-ñèëîâûõ ìåòîäîâ ðåøåíèÿ ãîñóäàðñòâàìè ñâîèõ
ïðîáëåì: íàêîïëåííûé ãèãàíòñêèé ÿäåðíûé ïîòåíöèàë ñïîñîáåí ïðèâåñòè ÷åëîâå÷åñêóþ öèâèëèçàöèþ ê ãèáåëè. Òðåáóåò ñîâìåñòíîãî ðåøåíèÿ è äðóãàÿ ãëîáàëüíàÿ ïðîáëåìà — ýêîëîãè÷åñêàÿ. Êðîìå òîãî,
èíòåãðàöèîííûå ïðîöåññû, ïðîèñõîäÿùèå â ìèðå, ïðèâåëè ê âçàèìîçàâèñèìîñòè è âçàèìîóÿçâèìîñòè ãîñóäàðñòâ. Åäèíñòâåííûé ïóòü ê óñïåõó â ýòèõ âîïðîñàõ — ïåðåãîâîðíàÿ äèïëîìàòèÿ.
Ñóùåñòâåííóþ ðîëü â âîçðàñòàíèè çíà÷åíèÿ ïåðåãîâîðíîãî ïðîöåññà ñûãðàëè òàêæå èçìåíåíèÿ â ìèðå, ïðîèñøåäøèå â êîíöå
80-õ — íà÷àëå 90-õ ãã., è ïðåæäå âñåãî ðàñïàä ÑÑÑÐ è ñëîì òîòàëèòàðíûõ ñòðóêòóð â ãîñóäàðñòâàõ áûâøåãî ñîöèàëèñòè÷åñêîãî ëàãåðÿ.
Âî ìíîãèõ ïîëèýòíè÷åñêèõ ñòðàíàõ îáîñòðèëèñü ìåæíàöèîíàëüíûå è
ìåæêîíôåññèîíàëüíûå ïðîòèâîðå÷èÿ, êîòîðûå âûëèëèñü â îòêðûòûå
âîîðóæåííûå ñòîëêíîâåíèÿ êîíôëèêòóþùèõ ñòîðîí. Ñîãëàñèå ìåæäó
íèìè áûâàåò ðåäêî äîñòèæèìî áåç ó÷àñòèÿ ïîñðåäíè÷åñêîé ìèññèè
ìåæäóíàðîäíûõ, ìåæïðàâèòåëüñòâåííûõ îðãàíèçàöèé. Òðåòüÿ ñòîðîíà,
âûñòóïàÿ â ðîëè ìèðîòâîðöà, îðãàíèçóåò ïåðåãîâîðíûé ïðîöåññ, ñïîñîáñòâóÿ òåì ñàìûì ïîëèòè÷åñêîìó ðåøåíèþ ïðîáëåìû.
Ê ÷èñëó îñîáåííîñòåé ñîâðåìåííûõ ïåðåãîâîðîâ îòíîñèòñÿ òî, ÷òî
íà÷èíàÿ ñ 70-õ ãã. ñòàëè ïðîâîäèòüñÿ «âîçîáíîâëÿþùèåñÿ» ïåðåãîâîðû (ÎÁÑÅ, ñåññèè Ãåíåðàëüíîé Àññàìáëåè ÎÎÍ è äð.), äëÿ êîòîðûõ
õàðàêòåðíà ñòàáèëüíàÿ ïîâåñòêà äíÿ, ðàññ÷èòàííàÿ íà ïåðñïåêòèâó.
Ïðè íåîáõîäèìîñòè ê ðàññìîòðåíèþ òåõ èëè èíûõ âîïðîñîâ ìîæíî
âîçâðàùàòüñÿ.
Îòëè÷àåò ñîâðåìåííûé ïåðåãîâîðíûé ïðîöåññ è òî, ÷òî èõ ó÷àñòíèêè ñòðåìÿòñÿ ê âûðàáîòêå êàê ìîæíî áîëüøåãî ÷èñëà äîãîâîðåííîñòåé ïîñðåäñòâîì êîíñåíñóñà. Òàêîé ñïîñîá ïðèíÿòèÿ ðåøåíèé òðåáóåò
îò ó÷àñòíèêîâ ìåæäóíàðîäíûõ ôîðóìîâ ìàñòåðñòâà, óìåíèÿ íàéòè ïðè
âñåõ ðàçëè÷èÿõ â ïîçèöèÿõ, ïîäõîäàõ ê ðåøåíèþ ïðîáëåì áàëàíñ èíòåðåñîâ ñòîðîí.
Ïîâûøåíèå çíà÷èìîñòè ïåðåãîâîðîâ â ñîöèàëüíî-ïîëèòè÷åñêîé æèçíè îáùåñòâà ïîñòàâèëî íà ïîâåñòêó äíÿ âîïðîñ î ïîäãîòîâêå ïðîôåññèîíàëüíûõ êàäðîâ. Ïåðâûìè ýòî îñîçíàëè àìåðèêàíöû, è ñ êîíöà 70-õ ãîäîâ â Ãàðâàðäñêîì, Äæîðäæòàóíñêîì, Êîëóìáèéñêîì óíèâåðñèòåòàõ, Ìàññà÷óñåòñêîì òåõíîëîãè÷åñêîì èíñòèòóòå è íåêîòîðûõ äðóãèõ ó÷åáíûõ
çàâåäåíèÿõ êðîìå òåîðåòè÷åñêèõ ñòàëè ÷èòàòü ñïåöêóðñû, ïîñâÿùåííûå
òåõíîëîãèè ïåðåãîâîðíîãî ïðîöåññà, ïðîâîäèòü äåëîâûå è èìèòàöèîííûå
èãðû.  80-å ãã. â Èíñòèòóòå çàãðàíè÷íîé ñëóæáû ÑØÀ äëÿ ïðîôåññèîíàëüíûõ äèïëîìàòîâ áûë ââåäåí â êà÷åñòâå îñíîâíîãî ïðåäìåò «Äèïëî145
ìàòè÷åñêèå ïåðåãîâîðû». Âèäíûå àìåðèêàíñêèå äèïëîìàòû, ïîëèòîëîãè
îáó÷àþò èñêóññòâó ïåðåãîâîðîâ, ðåøåíèþ êîíôëèêòíûõ ñèòóàöèé, âûïîëíåíèþ ïîñðåäíè÷åñêèõ, ìèðîòâîð÷åñêèõ ôóíêöèé. Ìíîãî âíèìàíèÿ
óäåëÿåòñÿ òàêæå èçó÷åíèþ ñòèëåé âåäåíèÿ ïåðåãîâîðîâ.
×òî æå êàñàëîñü ÑÑÑÐ, òî äàæå â ñïåöèàëèçèðîâàííûõ âûñøèõ
ó÷åáíûõ çàâåäåíèÿõ, òàêèõ êàê Äèïëîìàòè÷åñêàÿ àêàäåìèÿ, ÌÃÈÌÎ,
ñïåöèàëèçèðîâàííûå ïðåäìåòû ïî èñêóññòâó âåäåíèÿ ïåðåãîâîðîâ â
ó÷åáíûå ïðîãðàììû âêëþ÷åíû íå áûëè. Ñèòóàöèÿ èçìåíèëàñü ëèøü
â ïîñëåäíåå äåñÿòèëåòèå XX â. Ïåðåìåíû, ïðîèçîøåäøèå â ñòðàíå è
îáùåñòâå, ðåçêî ïîâûñèëè èíòåðåñ ê òåõíîëîãèè âåäåíèÿ ïåðåãîâîðîâ íå òîëüêî ó ïðîôåññèîíàëüíûõ äèïëîìàòîâ, íî è ó ðÿäîâûõ
ãðàæäàí.
Òèïîëîãèÿ, ñòðóêòóðà è ôóíêöèè ïåðåãîâîðîâ
Îñíîâíûìè êðèòåðèÿìè äëÿ òèïîëîãèè ìåæäóíàðîäíûõ ïåðåãîâîðîâ ÿâëÿþòñÿ ñëåäóþùèå:
– óðîâåíü ïðåäñòàâèòåëüñòâà;
– îáñóæäàåìûå ïðîáëåìû;
– ÷èñëî ó÷àñòíèêîâ;
– ôîðìà ïåðåãîâîðîâ;
– ñòåïåíü ðåãóëÿðíîñòè.
 çàâèñèìîñòè îò óðîâíÿ ïðåäñòàâèòåëüñòâà ìîæíî âûäåëèòü ïîëèòè÷åñêèå è äèïëîìàòè÷åñêèå ïåðåãîâîðû.
Ïîëèòè÷åñêèå ïåðåãîâîðû âåäóòñÿ íà âûñøåì (ñàììèòû) è âûñîêîì óðîâíå — ìåæäó ãëàâàìè ãîñóäàðñòâ è ïðàâèòåëüñòâ, ìèíèñòðàìè
èíîñòðàííûõ äåë. Îòëè÷èòåëüíàÿ ÷åðòà òàêîãî ðîäà ïåðåãîâîðîâ ñîñòîèò â òîì, ÷òî èõ ó÷àñòíèêè â ñèëó çàíèìàåìîãî ïîëîæåíèÿ âïðàâå
ñàìîñòîÿòåëüíî ïðèíèìàòü ðåøåíèÿ, íå ðàñõîäÿùèåñÿ ñ íàöèîíàëüíûìè
èíòåðåñàìè ñòðàíû. Íà íèõ ðåøàþòñÿ íàèáîëåå ñëîæíûå, ñïîðíûå,
ïðèíöèïèàëüíûå âîïðîñû ìåæãîñóäàðñòâåííûõ îòíîøåíèé.
Èíîãäà íà ïîëèòè÷åñêèõ ïåðåãîâîðàõ âûðàáàòûâàåòñÿ îáùàÿ ïîçèöèÿ ãîñóäàðñòâ-ó÷àñòíèêîâ, êîòîðàÿ â äàëüíåéøåì êîíêðåòèçèðóåòñÿ
â äèðåêòèâàõ äëÿ ñâîèõ äåëåãàöèé, ïðîðàáàòûâàþùèõ âîïðîñû íà ýêñïåðòíîì óðîâíå. Íà îñíîâå ýòèõ ðåêîìåíäàöèé ãîòîâÿòñÿ èòîãîâûå
äîêóìåíòû.
Ñîáñòâåííî äèïëîìàòè÷åñêèå ïåðåãîâîðû ïðîâîäÿòñÿ íà óðîâíå
ïðåäñòàâèòåëåé, ñïåöèàëüíûõ ýêñïåðòîâ ãîñóäàðñòâ-ó÷àñòíèêîâ, êîòîðûå ñâÿçàíû áîëåå èëè ìåíåå æåñòêèìè èíñòðóêöèÿìè è íå âïðàâå
ñàìîñòîÿòåëüíî ïðèíèìàòü îêîí÷àòåëüíûå ðåøåíèÿ. Òåì íå ìåíåå
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óñïåõ òàêèõ ïåðåãîâîðîâ âî ìíîãîì çàâèñèò îò èíèöèàòèâû, ïðåäïðèèì÷èâîñòè, äèïëîìàòè÷åñêîãî èñêóññòâà ó÷àñòíèêîâ.
 ñîîòâåòñòâèè ñî ñïåöèôèêîé îáñóæäàåìîé ïðîáëåìû ìîæíî ãîâîðèòü î ïåðåãîâîðàõ ïî ýêîíîìè÷åñêèì, âîåííî-ïîëèòè÷åñêèì, ýêîëîãè÷åñêèì, ãóìàíèòàðíûì è èíûì âîïðîñàì.
 çàâèñèìîñòè îò ÷èñëà ó÷àñòíèêîâ ïåðåãîâîðû áûâàþò äâóñòîðîííèå è ìíîãîñòîðîííèå. Ïîñëåäíèå áîëåå ñëîæíû â ïëàíå ïîäãîòîâêè,
ïðîöåäóðû è òàêòèêè âåäåíèÿ.  èñòîðè÷åñêîì ïðîøëîì ïåðåãîâîðû,
êàê ïðàâèëî, áûëè äâóñòîðîííèìè. Îäíàêî óæå â íà÷àëå XV â. ñîñòîÿëèñü ìíîãîñòîðîííèå ïåðåãîâîðû âîñòî÷íîåâðîïåéñêèõ ìîíàðõîâ â Ëóöêå.
Íà ìíîãîñòîðîííèõ ôîðóìàõ ïðîøëîãî ðåøàëèñü â îñíîâíîì òåððèòîðèàëüíûå âîïðîñû.  íàñòîÿùåå âðåìÿ ñïåêòð îáñóæäàåìûõ ïðîáëåì çíà÷èòåëüíî ðàñøèðåí.
Âûäåëÿþò òàêæå ïðÿìûå è íåïðÿìûå (÷åðåç ïîñðåäíèêîâ), ðàçîâûå
è âîçîáíîâëÿåìûå ïåðåãîâîðû. Íà ðàçîâûõ ïåðåãîâîðàõ ïðèíèìàåòñÿ
îêîí÷àòåëüíîå ðåøåíèå, èñ÷åðïûâàþùåå ïîâåñòêó äíÿ. Ðåãóëÿðíî ðàáîòàþùèå («âîçîáíîâëÿåìûå») ïåðåãîâîðû èìåþò ñòàáèëüíóþ ïîâåñòêó
äíÿ è õàðàêòåðèçóþòñÿ ïðååìñòâåííîñòüþ â îáñóæäåíèè âîïðîñîâ, êîòîðàÿ ïðåäóñìàòðèâàåò âîçìîæíîñòü âîçâðàùåíèÿ ê èõ ðåøåíèþ (ïðèìåðîì ìîãóò ñëóæèòü ïåðåãîâîðû ÑÁÑÅ — ÎÁÑÅ).
Ñòðóêòóðà ïåðåãîâîðîâ âêëþ÷àåò äâå ñòàäèè: ïîäãîòîâèòåëüíóþ è
ïåðåãîâîðíóþ. Èíîãäà âûäåëÿåòñÿ åùå ñòàäèÿ ðåàëèçàöèè äîãîâîðåííîñòåé. Íà êàæäîé èç íèõ ðåøàþòñÿ ñïåöèôè÷åñêèå çàäà÷è, íàïðàâëåííûå íà äîñòèæåíèå åäèíîé öåëè. Íà ïîäãîòîâèòåëüíîé ñòàäèè ðàññìàòðèâàþòñÿ îðãàíèçàöèîííûå âîïðîñû, à òàêæå îïðåäåëÿþòñÿ öåëè, çàäà÷è, èíòåðåñû, êîòîðûå ó÷àñòíèê ñâÿçûâàåò ñ ïåðåãîâîðíûì ïðîöåññîì.
Íà ñòàäèè âåäåíèÿ ïåðåãîâîðîâ ñòàâÿòñÿ ïðîöåäóðíûå âîïðîñû, óòî÷íÿþòñÿ ïîçèöèè, âíîñÿòñÿ ïðåäëîæåíèÿ, âåäóòñÿ äèñêóññèè, îïðåäåëÿþòñÿ çîíû êîìïðîìèññà è ðàìêè áóäóùåãî ñîãëàøåíèÿ, ðåäàêòèðóþòñÿ è ïðèíèìàþòñÿ èòîãîâûå äîêóìåíòû. Ñòàäèÿ ðåàëèçàöèè äîãîâîðåííîñòåé ïðåäïîëàãàåò âçàèìíûé êîíòðîëü ýòîãî ïðîöåññà.
Íåñìîòðÿ íà ñïåöèôèêó âîïðîñîâ, ðåøàåìûõ íà ðàçíûõ ñòàäèÿõ,
áîëüøèíñòâî èç íèõ ïðîíèçûâàåò âåñü õîä ïåðåãîâîðîâ. Íàïðèìåð,
ïåðåãîâîðíàÿ êîíöåïöèÿ, ôîðìèðóåìàÿ íà ïåðâîì ýòàïå, êîððåêòèðóåòñÿ íà âòîðîì. Òàêèì îáðàçîì, ìîæíî ãîâîðèòü î ñàìîñòîÿòåëüíîñòè ñòàäèé â ðàìêàõ öåëîñòíîãî ïåðåãîâîðíîãî ïðîöåññà.
Âàæíîé è íåîòúåìëåìîé ôóíêöèåé ïðàêòè÷åñêè âñåõ ïåðåãîâîðîâ
ñîâðåìåííîñòè ÿâëÿåòñÿ ôîðìèðîâàíèå îáùåñòâåííîãî ìíåíèÿ.
 ïðîøëîì ïåðåãîâîðû íà ôîðìèðîâàíèå îáùåñòâåííîãî ìíåíèÿ
âëèÿíèÿ íå îêàçûâàëè, èáî äèïëîìàòèÿ âñåãäà äåëàëàñü çà «çàêðûòûìè
147
äâåðÿìè».  íàñòîÿùåå âðåìÿ ìíîãèå ïåðåãîâîðû âåäóòñÿ ïóáëè÷íî: èõ
õîä øèðîêî îñâåùàåòñÿ â ïå÷àòè, ïî òåëåâèäåíèþ.
Èíîãäà ïóáëè÷íîñòü äèïëîìàòèè íàïðàâëåíà íà òî, ÷òîáû óñïîêîèòü ìèðîâîå ñîîáùåñòâî, ïðîäåìîíñòðèðîâàòü âîçìîæíîñòü è ãîòîâíîñòü ðåøåíèÿ ñëîæíûõ ïðîáëåì, îñîáåííî â îáëàñòè ãîíêè âîîðóæåíèé. Îáùåèçâåñòíî, ÷òî ìíîãèå ïóáëè÷íûå âíåøíåïîëèòè÷åñêèå àêöèè, îñîáåííî ïåðåä âûáîðàìè, íîñÿò ÷èñòî ïðîïàãàíäèñòñêèé õàðàêòåð.
È òåì íå ìåíåå, íåñìîòðÿ íà èçäåðæêè, èçâåñòíàÿ îòêðûòîñòü ïåðåãîâîðîâ ñåãîäíÿ âñå æå ïðåîáëàäàåò. Îäíàêî âàæíî, ÷òîáû îíà íå ïðèîáðåëà ãèïåðòðîôèðîâàííîãî õàðàêòåðà.
 äèïëîìàòè÷åñêîé ïðàêòèêå âñòðå÷àåòñÿ è ñî÷åòàíèå ïóáëè÷íîñòè
è çàêðûòîñòè ïåðåãîâîðîâ, íàïðèìåð, ìåæäó ÑÑÑÐ è ÑØÀ î ïðåêðàùåíèè ÿäåðíûõ èñïûòàíèé, êîòîðûå äëèëèñü ñ 1958 ïî 1963 ã. Çàêëþ÷èòåëüíûé ýòàï â èþëå 1963 ãã. ïðîõîäèë çà çàêðûòûìè äâåðÿìè. Ïóáëè÷íîñòü è çàêðûòîñòü ÷åðåäîâàëèñü è íà cîâåùàíèè ïî áåçîïàñíîñòè
è ñîòðóäíè÷åñòâó â Åâðîïå, íà ïåðåãîâîðàõ ìåæäó Á.Í. Åëüöèíûì è
À.Ã. Ëóêàøåíêî ïî âîïðîñó îá èíòåãðàöèè ìåæäó äâóìÿ ãîñóäàðñòâàìè
è ò.ä.
Âñå ïåðåãîâîðû âûïîëíÿþò è èíôîðìàöèîííî-êîììóíèêàòèâíóþ
ôóíêöèþ, èáî ó÷àñòíèêè ðàññ÷èòûâàþò íà ïîëó÷åíèå äîïîëíèòåëüíîé èíôîðìàöèè ïî ðàçëè÷íûì ïðîáëåìàì, â òîì ÷èñëå è òåì, êîòîðûå íå èìåþò íåïîñðåäñòâåííîãî îòíîøåíèÿ ê îáñóæäàåìîé ïðîáëåìå, íî ïðîÿñíÿþò ïîçèöèþ ïàðòíåðîâ. Åñëè ïàðòíåðû ïî ïåðåãîâîðàì
íå ñòàâÿò ïåðåä ñîáîé öåëü äîñòèæåíèÿ äîãîâîðåííîñòè, òî èíôîðìàöèîííî-êîììóíèêàòèâíàÿ ôóíêöèÿ ïðèîáðåòàåò ñàìîñòîÿòåëüíûé õàðàêòåð, ïðåâðàùàÿñü â ñðåäñòâî âçàèìîäåéñòâèÿ ñòîðîí. Ýòî îñîáåííî
âàæíî â òåõ ñëó÷àÿõ, êîãäà îòíîøåíèÿ ìåæäó ãîñóäàðñòâàìè íå îòëè÷àþòñÿ äîâåðèòåëüíîñòüþ.
Êðîìå òîãî, ïåðåãîâîðû ìîãóò âûïîëíÿòü òàêèå ôóíêöèè, êàê
êîîðäèíàöèÿ äåéñòâèé íà ìåæäóíàðîäíîé àðåíå, îòâëå÷åíèå âíèìàíèÿ ïàðòíåðà îò ðåøåíèÿ äðóãèõ ïðîáëåì.
Âñå ðàññìîòðåííûå ôóíêöèè çà÷àñòóþ ðåàëèçóþòñÿ â õîäå ïåðåãîâîðíîãî ïðîöåññà îäíîâðåìåííî.
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Ãëàâà 20.
ÏÐÀÊÒÈÊÀ ÏÐÎÂÅÄÅÍÈß
ÌÅÆÄÓÍÀÐÎÄÍÛÕ ÏÅÐÅÃÎÂÎÐÎÂ
Îðãàíèçàöèÿ ïðîâåäåíèÿ ïåðåãîâîðîâ
 çàâèñèìîñòè îò öåëåé, õàðàêòåðà, êîëè÷åñòâà
ó÷àñòíèêîâ, óðîâíÿ ïðåäñòàâèòåëüñòâà è íåêîòîðûõ äðóãèõ ôàêòîðîâ
èçáèðàåòñÿ ôîðìà ïåðåãîâîðîâ. Èñòîðè÷åñêè ïåðâîé ôîðìîé áûëè êîíãðåññû (îò ëàò. congresses — âñòðå÷à, ñîáðàíèå). Âîøëè â èñòîðèþ äèïëîìàòèè Âåíñêèé (1814—1815 ãã.) è Ààõåíñêèé (1818 ã.) êîíãðåññû, íà
êîòîðûõ áûëè ïðèíÿòû äîêóìåíòû, óòâåðæäàþùèå ðåãëàìåíò ðàáîòû
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ. Ïîñëå Áåðëèíñêîãî êîíãðåññà (1878
ã.) ïî óðåãóëèðîâàíèþ ðóññêî-òóðåöêèõ îòíîøåíèé òàêàÿ ôîðìà ïåðåãîâîðîâ â äèïëîìàòèè íå ïðèìåíÿëàñü.  íàñòîÿùåå âðåìÿ êîíãðåññàìè èìåíóþò, êàê ïðàâèëî, âñòðå÷è ïðåäñòàâèòåëåé îáùåñòâåííûõ
îáúåäèíåíèé (Âñåìèðíûå êîíãðåññû ñòîðîííèêîâ ìèðà), ó÷åíûõ (íàó÷íûå êîíãðåññû).
Ôîðìàìè ìåæãîñóäàðñòâåííûõ ïåðåãîâîðîâ ÿâëÿþòñÿ êîíôåðåíöèè,
ñàììèòû, ñåññèè, ñîâåùàíèÿ, âñòðå÷è íà ðàçëè÷íûõ óðîâíÿõ è ò.ä.
Âíå çàâèñèìîñòè îò èçáðàííîé ôîðìû ê ïåðåãîâîðàì ñëåäóåò òùàòåëüíî ãîòîâèòüñÿ. Êàê èçâåñòíî, èõ óñïåõ îïðåäåëÿåòñÿ ìíîãèìè ôàêòîðàìè: êðàñíîðå÷èåì ó÷àñòíèêîâ, óìåíèåì ÿñíî, ëîãè÷íî, àðãóìåíòèðîâàííî èçëàãàòü ñâîþ ïîçèöèþ, óáåæäàòü ïàðòíåðîâ â ïðàâèëüíîñòè ñâîåé òî÷êè çðåíèÿ è ò.ä. Íå ìåíåå âàæíóþ ðîëü èãðàþò è òàêèå
äåòàëè, êàê íàëè÷èå ñîîòâåòñòâóþùåãî ïîìåùåíèÿ è åãî îôîðìëåíèå,
ñîçäàþùåå äåëîâóþ àòìîñôåðó, óñëîâèÿ äëÿ ðàçìåùåíèÿ äåëåãàöèé è
ò.ä. Ïîýòîìó ïîäãîòîâèòåëüíàÿ ðàáîòà âêëþ÷àåò äâå ñòàäèè: îðãàíèçàöèîííóþ è òåîðåòè÷åñêóþ.
Îñíîâíûìè ýëåìåíòàìè îðãàíèçàöèîííîé ñòàäèè ÿâëÿþòñÿ ñëåäóþùèå: îïðåäåëåíèå è ñîãëàñîâàíèå ïîâåñòêè äíÿ, âðåìåíè è ìåñòà
ïðîâåäåíèÿ; âûáîð ñîîòâåòñòâóþùåãî çäàíèÿ; ôîðìèðîâàíèå ñîñòàâà
äåëåãàöèé; ñîçäàíèå ïðèåìëåìûõ óñëîâèé äëÿ èõ ðàçìåùåíèÿ; îáåñïå÷åíèå äåëåãàöèé ñâÿçüþ, ìíîæèòåëüíîé òåõíèêîé, òðàíñïîðòîì; ñî149
ñòàâëåíèå ïëàíà ðàññàäêè; âûðàáîòêà ðåãëàìåíòà. Îñòàíîâèìñÿ áîëåå
ïîäðîáíî íà íåêîòîðûõ èç íèõ.
Ãîñóäàðñòâî, íà òåððèòîðèè êîòîðîãî áóäóò ïðîõîäèòü ïåðåãîâîðû,
äîëæíî ïîçàáîòèòüñÿ î ñîçäàíèè áëàãîïðèÿòíîé ïîëèòè÷åñêîé àòìîñôåðû. Íåäîïóñòèìî ïèêåòèðîâàíèå ïîìåùåíèé, ãäå ðàñïîëàãàþòñÿ äåëåãàöèè, øóìíûå ïðîïàãàíäèñòñêèå êàìïàíèè â ñðåäñòâàõ ìàññîâîé
èíôîðìàöèè, íå ãîâîðÿ óæå îá óãðîçàõ, øàíòàæå è òåððîðèñòè÷åñêèõ
àêòàõ.
Î÷åíü âàæíî íàëè÷èå çäàíèÿ ñ çàëîì çàñåäàíèé, ïîìåùåíèÿìè äëÿ
äåëåãàöèé è èõ ãëàâ, ãåíåðàëüíîãî ñåêðåòàðèàòà, ñðåäñòâ ñâÿçè, ìàøáþðî, ìíîæèòåëüíîé òåõíèêè, äëÿ ïðîâåäåíèÿ ïðåññ-áðèôèíãîâ è ïðåññêîíôåðåíöèé. Òàêèìè çäàíèÿìè ðàñïîëàãàþò Íüþ-Éîðê, Æåíåâà, Ïàðèæ, Âåíà, Ìîíðåàëü è äðóãèå ãîðîäà, â êîòîðûõ íàõîäÿòñÿ øòàáêâàðòèðû ìíîãèõ ìåæäóíàðîäíûõ îðãàíèçàöèé.
Òåîðåòè÷åñêàÿ ïîäãîòîâêà ê ïåðåãîâîðàì
Äëÿ îïòèìèçàöèè ïðîöåññà ïåðåãîâîðîâ, äîñòèæåíèÿ æåëàåìîãî ðåçóëüòàòà ÷ðåçâû÷àéíî âàæíóþ ðîëü èãðàåò òåîðåòè÷åñêàÿ ïðîðàáîòêà ïðåäïîëàãàåìûõ âîïðîñîâ. Íà ýòîé ñòàäèè ðåøàþòñÿ ñëåäóþùèå çàäà÷è:
– ïîäãîòîâêà ïåðåãîâîðíîé êîíöåïöèè;
– àíàëèç ïðåäïîëàãàåìûõ öåëåé è ïîçèöèè ïàðòíåðà;
– îïðåäåëåíèå ñòðàòåãèè è òàêòè÷åñêîé ëèíèè;
– ïîäãîòîâêà âûñòóïëåíèé, ðå÷åé, äîêóìåíòîâ, ïðîåêòîâ ðåçîëþöèé.
Öåíòðàëüíîå ìåñòî â ïîäãîòîâèòåëüíîé ðàáîòå çàíèìàåò ðàçðàáîòêà
ïåðåãîâîðíîé êîíöåïöèè. Ïðåæäå âñåãî îïðåäåëÿþòñÿ êîíå÷íûå öåëè. Äëÿ
ýòîãî íåîáõîäèìî ÷åòêî óÿñíèòü ñîáñòâåííûå èíòåðåñû, ñôîðìóëèðîâàòü ïîçèöèþ ïî îáñóæäàåìîé ïðîáëåìå è â çàâèñèìîñòè îò ýòîãî âûðàáîòàòü ñòðàòåãèþ è òàêòèêó íà ïåðåãîâîðàõ.
Öåëè íà ïåðåãîâîðàõ ìîãóò áûòü ðàçëè÷íûìè:
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äîñòèæåíèå äîãîâîðåííîñòè è îïðåäåëåíèå óñëîâèé åå ðåàëèçàöèè;
âîçäåéñòâèå íà îáùåñòâåííîå ìíåíèå;
ïîëó÷åíèå èíôîðìàöèè î ïîçèöèè è èíòåðåñàõ ïàðòíåðà;
èíôîðìèðîâàíèå î ñâîèõ èíòåðåñàõ;
âíåñåíèå êîððåêòèâ â äåéñòâóþùèå äîãîâîðåííîñòè;
ïðîëîíãàöèÿ ëèáî äåíîíñàöèÿ çàêëþ÷åííîãî ðàíåå ñîãëàøåíèÿ.
Ýòàïû ïåðåãîâîðîâ
Ïåðåãîâîðû — î÷åíü ñëîæíûé, çà÷àñòóþ ðàñòÿíóòûé âî âðåìåíè, èíîãäà íà ãîäû, ïðîöåññ, èìåþùèé ñîáñòâåííóþ äèíàìèêó ðàçâèòèÿ.
Ïåðåãîâîðû — ýòî ñðåäñòâî, âçàèìîñâÿçü ìåæäó ëþäüìè, ïðåäíàçíà÷åíû äëÿ äîñòèæåíèÿ ñîãëàøåíèÿ, êîãäà îáå ñòîðîíû èìåþò ñîâïàäàþùèå ëèáî ïðîòèâîïîëîæíûå èíòåðåñû.
Ïðàêòè÷åñêè âñå èññëåäîâàòåëè åäèíîäóøíî âûäåëÿþò òðè ýòàïà:
– íà÷àëüíûé (èññëåäîâàòåëüñêèé, äèñêóññèîííûé, äèàãíîñòè÷åñêèé);
– àðãóìåíòàöèè è îïðåäåëåíèÿ îáùèõ ðàìîê áóäóùåãî ñîãëàøåíèÿ;
– çàêëþ÷èòåëüíûé — ñîãëàñîâàíèÿ ïîçèöèé è âûðàáîòêè äîãîâîðåííîñòåé.
Ïåðåãîâîðíàÿ ïðàêòèêà íå ïîçâîëÿåò îïðåäåëèòü êàêèå-ëèáî ÷åòêî
îãðàíè÷åííûå ðàìêè êàæäîãî èç ýòàïî⠗ âñå çàâèñèò îò õàðàêòåðà
ïåðåãîâîðîâ è ñèòóàöèè, âîçíèêàþùåé â èõ õîäå.
Íåñìîòðÿ íà òî, ÷òî óæå íà ïîäãîòîâèòåëüíîé ñòàäèè öåëè, ïîçèöèè è èíòåðåñû ïàðòíåðîâ â îñíîâíîì âûÿâëåíû, âñå æå îñòàåòñÿ ðÿä
íåâûÿñíåííûõ ìîìåíòîâ. Ïîýòîìó ãëàâíîå íàçíà÷åíèå ïåðâîãî ýòàïà —
óòî÷íåíèå, ñíÿòèå íåîïðåäåëåííîñòè â ïîçèöèÿõ ó÷àñòíèêîâ. Èíîãäà
óæå íà ýòîì ýòàïå âíîñÿòñÿ ïðåäëîæåíèÿ, ÷òî ñïîñîáñòâóåò áîëåå ÷åòêîìó ïîíèìàíèþ ïðîáëåìû, ðåøàåìîé â õîäå ïåðåãîâîðîâ.
Äëÿ íåêîòîðûõ ìåæäóíàðîäíûõ ïåðåãîâîðîâ õàðàêòåðíî ïðîâåäåíèå îáùåïîëèòè÷åñêîé äèñêóññèè.  ÷àñòíîñòè, òàê îòêðûâàåòñÿ êàæäîå çàñåäàíèå ñåññèè Ãåíåðàëüíîé Àññàìáëåè ÎÎÍ.  õîäå äèñêóññèè
÷ëåíû äåëåãàöèé èìåþò âîçìîæíîñòü âûñêàçàòü ñâîþ òî÷êó çðåíèÿ ïî
øèðîêîìó ñïåêòðó âîïðîñîâ, íå îòíîñÿùèõñÿ ê ïîâåñòêå äíÿ, ñ òåì,
÷òîáû ïðèâëå÷ü ê íèì âíèìàíèå øèðîêîé îáùåñòâåííîñòè. Åñëè æå
êðóã îáñóæäàåìûõ ïðîáëåì çàðàíåå íå îïðåäåëåí, òî äëÿ ãîñóäàðñòâàó÷àñòíèêà, çàèíòåðåñîâàííîãî â äîñòèæåíèè äîãîâîðåííîñòè ïî êàêîìó-ëèáî âîïðîñó, ïîÿâëÿåòñÿ âîçìîæíîñòü íàñòàèâàòü íà âêëþ÷åíèè
åãî â ïîâåñòêó äíÿ.
Îòëè÷èòåëüíîé ÷åðòîé «âîçîáíîâëÿåìûõ» ïåðåãîâîðîâ ÿâëÿåòñÿ îáñóæäåíèå èìïëåìåíòàöèè (âûïîëíåíèÿ) ðàíåå äîñòèãíóòûõ äîãîâîðåííîñòåé.  õîäå îáñóæäåíèÿ ÷ëåíû äåëåãàöèé âûñêàçûâàþò ñâîè ïðåòåíçèè, âûäâèãàþò àðãóìåíòû.  ðåçóëüòàòå ñîçäàåòñÿ îïðåäåëåííûé ïñèõîëîãè÷åñêèé êëèìàò, êîòîðûé âëèÿåò íà äàëüíåéøèé õîä ïåðåãîâîðîâ.
Íà íà÷àëüíîì ýòàïå âàæíî âûÿâèòü òî÷êè ñîïðèêîñíîâåíèÿ â ïîçèöèÿõ, êîòîðûå ñòàíóò îñíîâîé äàëüíåéøåãî õîäà ïåðåãîâîðîâ. Èíîãäà
íà ýòîì ýòàïå ó÷àñòíèêè ñëèøêîì âäàþòñÿ â âûÿñíåíèå ïîäðîáíîñòåé,
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íåñóùåñòâåííûõ äåòàëåé è òåì ñàìûì çàòÿãèâàþò âðåìÿ. Äðóãàÿ êðàéíîñòü — íå ïðîÿñíåííûå äî êîíöà âàæíûå ìîìåíòû è, êàê èòîã, ðàçëè÷íîå ïîíèìàíèå çàêëþ÷åííîãî äîãîâîðà.
Íàëè÷èå îáùèõ èíòåðåñîâ ó÷àñòíèêîâ ïåðåãîâîðîâ äåëàåò âîçìîæíûì ïåðåõîä êî âòîðîìó ýòàïó — àðãóìåíòàöèè ïðåäëàãàåìûõ ðåøåíèé.
Ïðîâåäåíèå ïåðåãîâîðîâ. Â ïðàêòèêå ìåíåäæìåíòà ïðè ïðîâåäåíèè
äåëîâûõ ïåðåãîâîðîâ èñïîëüçóþòñÿ ñëåäóþùèå îñíîâíûå ìåòîäû:
– Âàðèàöèîííûé ìåòîä.
– Ìåòîä èíòåãðàöèè.
– Ìåòîä óðàâíîâåøèâàíèÿ.
– Êîìïðîìèññíûé ìåòîä.
Âàðèàöèîííûé ìåòîä. Ïðè ïîäãîòîâêå ê ñëîæíûì ïåðåãîâîðàì (íàïðèìåð, åñëè óæå çàðàíåå ìîæíî ïðåäâèäåòü íåãàòèâíóþ ðåàêöèþ
ïðîòèâíîé ñòîðîíû), âûÿñíèòå ñëåäóþùèå âîïðîñû:
– â ÷åì çàêëþ÷àåòñÿ èäåàëüíîå (íåçàâèñèìî îò óñëîâèé ðåàëèçàöèè) ðåøåíèå ïîñòàâëåííîé ïðîáëåìû â êîìïëåêñå;
– îò êàêèõ àñïåêòîâ èäåàëüíîãî ðåøåíèÿ (ñ ó÷åòîì âñåé ïðîáëåìû â êîìïëåêñå, ïàðòíåðà è åãî ïðåäïîëîæèòåëüíîé ðåàêöèè)
ìîæíî îòêàçàòüñÿ;
– â ÷åì ñëåäóåò âèäåòü îïòèìàëüíîå (âûñîêàÿ ñòåïåíü âåðîÿòíîñòè ðåàëèçàöèè) ðåøåíèå ïðîáëåìû ïðè äèôôåðåíöèðîâàííîì
ïîäõîäå ê îæèäàåìûì ïîñëåäñòâèÿì, òðóäíîñòÿì, ïîìåõàì;
– êàêèå àðãóìåíòû íåîáõîäèìû äëÿ òîãî, ÷òîáû äîëæíûì îáðàçîì îòðåàãèðîâàòü íà îæèäàåìîå ïðåäïîëîæåíèå ïàðòíåðà, îáóñëîâëåííîå íåñîâïàäåíèåì èíòåðåñîâ è èõ îäíîñòîðîííèì îñóùåñòâëåíèåì (ñóæåíèå èëè ñîîòâåòñòâåííî ðàñøèðåíèå ïðåäëîæåíèÿ ïðè îáåñïå÷åíèè âçàèìíîé âûãîäû, íîâûå àñïåêòû
ìàòåðèàëüíîãî, ôèíàíñîâîãî, þðèäè÷åñêîãî õàðàêòåðà è ò.ä.);
– êàêîå âûíóæäåííîå ðåøåíèå ìîæíî ïðèíÿòü íà ïåðåãîâîðàõ íà
îãðàíè÷åííûé ñðîê;
– êàêèå ýêñòðåìàëüíûå ïðåäëîæåíèÿ ïàðòíåðà ñëåäóåò îáÿçàòåëüíî îòêëîíèòü è ñ ïîìîùüþ êàêèõ àðãóìåíòîâ;
Òàêèå ðàññóæäåíèÿ âûõîäÿò çà ðàìêè ÷èñòî àëüòåðíàòèâíîãî ðàññìîòðåíèÿ ïðåäìåòà ïåðåãîâîðîâ. Îíè òðåáóþò îáçîðà âñåãî ïðåäìåòà
äåÿòåëüíîñòè, òâîð÷åñòâà è ðåàëèñòè÷íûõ îöåíîê.
Ìåòîä èíòåãðàöèè. Ïðåäíàçíà÷åí äëÿ òîãî, ÷òîáû óáåäèòü ïàðòíåðà â
íåîáõîäèìîñòè îöåíèâàòü ïðîáëåìàòèêó ïåðåãîâîðîâ ñ ó÷åòîì îáùåñòâåííûõ âçàèìîñâÿçåé è âûòåêàþùèõ îòñþäà ïîòðåáíîñòåé ðàçâèòèÿ – êîîïåðàöèè. Ïðèìåíåíèå ýòîãî ìåòîäà, êîíå÷íî æå, íå ãàðàíòèðóåò äîñòèæåíèÿ ñîãëàøåíèÿ â äåòàëÿõ; ïîëüçîâàòüñÿ èì ñëåäóåò â òåõ ñëó÷àÿõ, êîãäà,
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íàïðèìåð, ïàðòíåð èãíîðèðóåò îáùåñòâåííûå âçàèìîñâÿçè è ïîäõîäèò ê
îñóùåñòâëåíèþ ñâîèõ èíòåðåñîâ ñ óçêîâåäîìñòâåííûõ ïîçèöèé.
Ïûòàÿñü äîáèòüñÿ òîãî, ÷òîáû ïàðòíåð îñîçíàë íåîáõîäèìîñòü èíòåãðàöèè, íå óïóñêàéòå, îäíàêî, èç âèäó åãî çàêîííûå èíòåðåñû. Ïîýòîìó èçáåãàéòå íðàâîó÷èòåëüíûõ ïðèçûâîâ, îòîðâàííûõ îò èíòåðåñîâ ïàðòíåðà è íå ñâÿçàííûõ ñ êîíêðåòíûì ïðåäìåòîì îáñóæäåíèÿ.
Íàîáîðîò, èçëîæèòå ïàðòíåðó ñâîþ ïîçèöèþ è ïîä÷åðêíèòå, êàêèõ
äåéñòâèé â ðàìêàõ ñîâìåñòíîé îòâåòñòâåííîñòè çà ðåçóëüòàòû ïåðåãîâîðîâ âû îò íåãî îæèäàåòå.
Íåñìîòðÿ íà íåñîâïàäåíèå âàøèõ âåäîìñòâåííûõ èíòåðåñîâ ñ èíòåðåñàìè ïàðòíåðà, îñîáî îòìåòüòå íåîáõîäèìîñòü è îòïðàâíûå òî÷êè
ðåøåíèÿ îáñóæäàåìîé íà ïåðåãîâîðàõ ïðîáëåìû.
Ïîïûòàéòåñü âûÿâèòü â ñôåðå èíòåðåñîâ îáùèå äëÿ âñåõ àñïåêòû è
âîçìîæíîñòè ïîëó÷åíèÿ âçàèìíîé âûãîäû è äîâåäèòå âñå ýòî äî ñîçíàíèÿ ïàðòíåðà.
Íå ïðåäàâàéòåñü èëëþçèÿì è íå ñ÷èòàéòå, ÷òî ìîæíî ïðèéòè ê
ñîãëàñèþ ïî êàæäîìó ïóíêòó ïåðåãîâîðîâ; åñëè áû òàê áûëî íà ñàìîì
äåëå, òî ïåðåãîâîðû âîîáùå áûëè áû íå íóæíû.
Ìåòîä óðàâíîâåøèâàíèÿ. Ïðè èñïîëüçîâàíèè ýòîãî ìåòîäà ó÷èòûâàéòå ïðèâåäåííûå íèæå ðåêîìåíäàöèè.
Îïðåäåëèòå, êàêèå äîêàçàòåëüñòâà è àðãóìåíòû (ôàêòû, ðåçóëüòàòû ðàñ÷åòîâ, ñòàòèñòè÷åñêèå äàííûå, öèôðû è ò.ä.) öåëåñîîáðàçíî
èñïîëüçîâàòü, ÷òîáû ïîáóäèòü ïàðòíåðà ïðèíÿòü â÷àøå ïðåäëîæåíèå.
Âû äîëæíû íà íåêîòîðîå âðåìÿ ìûñëåííî âñòàòü íà ìåñòî ïàðòíåðà, ò.å. ïîñìîòðåòü íà âåùè åãî ãëàçàìè.
Ðàññìîòðèòå êîìïëåêñ ïðîáëåì ñ òî÷êè çðåíèÿ îæèäàåìûõ îò ïàðòíåðà àðãóìåíòîâ «çà» è äîâåäèòå äî ñîçíàíèÿ ñîáåñåäíèêà ñâÿçàííûå
ñ ýòèì ïðåèìóùåñòâà.
Îáäóìàéòå òàêæå âîçìîæíûå êîíòðàðãóìåíòû ïàðòíåðà, ñîîòâåòñòâåííî «íàñòðîéòåñü» íà íèõ è ïðèãîòîâüòåñü èñïîëüçîâàòü èõ â ïðîöåññå àðãóìåíòàöèè.
Áåññìûñëåííî ïûòàòüñÿ èãíîðèðîâàòü âûäâèíóòûå íà ïåðåãîâîðàõ
êîíòðàðãóìåíòû ïàðòíåðà: ïîñëåäíèé æäåò îò âàñ ðåàêöèè íà ñâîè
âîçðàæåíèÿ, îãîâîðêè, îïàñåíèÿ è ò.ä. Ïðåæäå ÷åì ïåðåéòè ê ýòîìó,
âûÿñíèòå, ÷òî ïîñëóæèëî ïðè÷èíîé òàêîãî ïîâåäåíèÿ ïàðòíåðà (íå
ñîâñåì ïðàâèëüíîå ïîíèìàíèå âàøèõ âûñêàçûâàíèé, íåäîñòàòî÷íàÿ
êîìïåòåíòíîñòü, íåæåëàíèå ðèñêîâàòü, æåëàíèå ïîòÿíóòü âðåìÿ è ò.ä.).
Êîìïðîìèññíûé ìåòîä. Ó÷àñòíèêè ïåðåãîâîðîâ äîëæíû îáíàðóæèâàòü ãîòîâíîñòü ê êîìïðîìèññàì: â ñëó÷àå íåñîâïàäåíèé èíòåðåñîâ
ïàðòíåðà ñëåäóåò äîáèâàòüñÿ ñîãëàøåíèÿ ïîýòàïíî.
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Ïðè êîìïðîìèññíîì ðåøåíèè ñîãëàñèå äîñòèãàåòñÿ çà ñ÷åò òîãî, ÷òî
ïàðòíåðû ïîñëå íåóäàâøåéñÿ ïîïûòêè äîãîâîðèòüñÿ ìåæäó ñîáîé ñ
ó÷åòîì íîâûõ ñîîáðàæåíèé ÷àñòè÷íî îòõîäÿò îò ñâîèõ òðåáîâàíèé (îò
÷åãî-òî îòêàçûâàþòñÿ, âûäâèãàþò íîâûå ïðåäëîæåíèÿ).
×òîáû ïðèáëèçèòüñÿ ê ïîçèöèè ïàðòíåðà, íåîáõîäèìî ìûñëåííî
ïðåäâîñõèòèòü âîçìîæíûå ïîñëåäñòâèÿ êîìïðîìèññíîãî ðåøåíèÿ äëÿ
îñóùåñòâëåíèÿ ñîáñòâåííûõ èíòåðåñîâ (ïðîãíîç ñòåïåíè ðèñêà) è êðèòè÷åñêè îöåíèòü äîïóñòèìûå ïðåäåëû óñòóïêè.
Ìîæåò ñëó÷èòüñÿ, ÷òî ïðåäëîæåííîå êîìïðîìèññíîå ðåøåíèå ïðåâûøàåò âàøó êîìïåòåíöèþ.  èíòåðåñàõ ñîõðàíåíèÿ êîíòàêòà ñ ïàðòíåðîì âû òóò ìîæåòå ïîéòè íà òàê íàçûâàåìîå óñëîâíîå ñîãëàøåíèå
(íàïðèìåð, ñîñëàòüñÿ íà ïðèíöèïèàëüíîå ñîãëàñèå êîìïåòåíòíîãî ðóêîâîäèòåëÿ).
Òðóäíî áûñòðî ïðèéòè ê ñîãëàñèþ ïóòåì óñòóïîê, ïðèåìëåìûì
äëÿ îáåèõ ñòîðîí (íàïðèìåð, â îòëè÷èå îò ïîëíîãî îòêàçà îäíîãî èç
ïàðòíåðîâ îò ñâîèõ òðåáîâàíèé èëè òàê íàçûâàåìîãî «ãíèëîãî» êîìïðîìèññà); ïàðòíåðû ïî èíåðöèè áóäóò óïîðñòâîâàòü â ñâîåì ìíåíèè.
Çäåñü íåîáõîäèìû òåðïåíèå, ñîîòâåòñòâóþùàÿ ìîòèâàöèÿ è óìåíèå
«ïîêîëåáàòü» ïàðòíåðà ñ ïîìîùüþ íîâûõ àðãóìåíòîâ è ñïîñîáîâ ðàññìîòðåíèÿ ïðîáëåìû ïðè èñïîëüçîâàíèè âñåõ âûòåêàþùèõ èç ïåðåãîâîðîâ âîçìîæíîñòåé.
Ñîãëàøåíèå íà îñíîâå êîìïðîìèññîâ çàêëþ÷àåòñÿ â òåõ ñëó÷àÿõ,
êîãäà íåîáõîäèìî äîñòè÷ü îáùåé öåëè ïåðåãîâîðîâ, êîãäà èõ ñðûâ
áóäåò èìåòü äëÿ ïàðòíåðîâ íåáëàãîïðèÿòíûå ïîñëåäñòâèÿ.
Ïðèâåäåííûå ìåòîäû âåäåíèÿ ïåðåãîâîðîâ íîñÿò îáùèé õàðàêòåð.
Ñóùåñòâóåò ðÿä ïðèåìîâ, ñïîñîáîâ è ïðèíöèïîâ, äåòàëèçèðóþùèõ è
êîíêðåòèçèðóþùèõ èõ ïðèìåíåíèå.
1. Âñòðå÷à è âõîæäåíèå â êîíòàêò. Äàæå åñëè ê âàì ïðèåõàëà íå
äåëåãàöèÿ, à âñåãî îäèí ïàðòíåð, åãî íåîáõîäèìî âñòðåòèòü íà âîêçàëå
èëè â àýðîïîðòó è ïðîâîäèòü â ãîñòèíèöó. Â çàâèñèìîñòè îò óðîâíÿ
ðóêîâîäèòåëÿ ïðèáûâàþùåé äåëåãàöèè, åå ìîæåò âñòðå÷àòü ëèáî ñàì
ãëàâà íàøåé äåëåãàöèè, ëèáî êòî-òî èç ó÷àñòíèêîâ íàìå÷àþùèõñÿ
ïåðåãîâîðîâ.
Ñòàäèÿ ïðèâåòñòâèÿ è âõîæäåíèÿ â êîíòàêò — íà÷àëî ïðÿìîãî ëè÷íîãî äåëîâîãî êîíòàêòà. Ýòî îáùàÿ, íî âàæíàÿ ñòàäèÿ ïåðåãîâîðîâ.
Ïðîöåäóðà ïðèâåòñòâèÿ çàíèìàåò î÷åíü êîðîòêîå âðåìÿ. Ñàìàÿ ðàñïðîñòðàíåííàÿ â åâðîïåéñêèõ ñòðàíàõ ôîðìà ïðèâåòñòâèÿ — ðóêîïîæàòèå, ïðè ýòîì ïåðâûì ðóêó ïîäàåò õîçÿèí.
Ðàçãîâîð, ïðåäâàðÿþùèé íà÷àëî ïåðåãîâîðîâ, äîëæåí íîñèòü õàðàêòåð íåîáðåìåíèòåëüíîé áåñåäû. Íà äàííîì ýòàïå ïðîèñõîäèò îáìåí
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âèçèòíûìè êàðòî÷êàìè, êîòîðûå âðó÷àþòñÿ íå âî âðåìÿ ïðèâåòñòâèÿ,
à çà ñòîëîì ïåðåãîâîðîâ.
2. Ïðèâëå÷åíèå âíèìàíèÿ ó÷àñòíèêîâ ïåðåãîâîðîâ (íà÷àëî äåëîâîé ÷àñòè ïåðåãîâîðîâ). Êîãäà âàø ïàðòíåð óâåðåí, ÷òî âàøà èíôîðìàöèÿ
áóäåò åìó ïîëåçíà, îí ñòàíåò ñ óäîâîëüñòâèåì âàñ ñëóøàòü. Ïîýòîìó
âû äîëæíû ïðîáóäèòü ó îïïîíåíòà çàèíòåðåñîâàííîñòü.
3. Ïåðåäà÷à èíôîðìàöèè. Ýòî äåéñòâèå ñîñòîèò â òîì, ÷òîáû íà îñíîâå
âûçâàííîãî èíòåðåñà óáåäèòü ïàðòíåðà ïî ïåðåãîâîðàì â òîì, ÷òî îí
ïîñòóïèò ìóäðî, ñîãëàñèâøèñü ñ íàøèìè èäåÿìè è ïðåäëîæåíèÿìè, òàê
êàê èõ ðåàëèçàöèÿ ïðèíåñåò îùóòèìóþ âûãîäó åìó è åãî îðãàíèçàöèè.
4. Äåòàëüíîå îáîñíîâàíèå ïðåäëîæåíèé (àðãóìåíòàöèÿ). Ïàðòíåð ìîæåò èíòåðåñîâàòüñÿ íàøèìè èäåÿìè è ïðåäëîæåíèÿìè, îí ìîæåò ïîíÿòü è èõ öåëåñîîáðàçíîñòü, íî îí âñå åùå âåäåò ñåáÿ îñòîðîæíî è íå
âèäèò âîçìîæíîñòè ïðèìåíåíèÿ íàøèõ èäåé è ïðåäëîæåíèé â ñâîåé
îðãàíèçàöèè. Âûçâàâ èíòåðåñ è óáåäèâ îïïîíåíòà â öåëåñîîáðàçíîñòè
çàäóìàííîãî ïðåäïðèÿòèÿ, ìû äîëæíû âûÿñíèòü è ðàçãðàíè÷èòü åãî
æåëàíèÿ. Ïîýòîìó ñëåäóþùèé øàã â ïðîöåäóðå ïðîâåäåíèÿ äåëîâûõ
ïåðåãîâîðîâ ñîñòîèò â òîì, ÷òîáû âûÿâèòü èíòåðåñû è óñòðàíèòü ñîìíåíèÿ (íåéòðàëèçàöèÿ, îïðîâåðæåíèå çàìå÷àíèé),
Êàæäûé ó÷àñòíèê ñòðåìèòñÿ óáåäèòü ïàðòíåðà â öåëåñîîáðàçíîñòè
ïðèíÿòèÿ èìåííî ñâîåãî ïðåäëîæåíèÿ. Åñëè îáíàðóæèëèñü ñïîðíûå,
êîíôëèêòíûå, íåïðèåìëåìûå ýëåìåíòû â ïîçèöèè ïàðòíåðà, îá ýòîì
íåîáõîäèìî ñðàçó æå ïîñòàâèòü åãî â èçâåñòíîñòü. Ìîæíî ïðÿìî óêàçàòü, ÷òî, íàïðèìåð, äàííàÿ ÷àñòü ïðåäëîæåíèÿ ïðèíÿòà áûòü íå ìîæåò, òàê êàê (ñëåäóþò àðãóìåíòû) îíà íå ñîîòâåòñòâóåò íîðìàì ìåæäóíàðîäíîãî ïðàâà. Îäíà èç ôîðì ðåàêöèè íà íåïðèåìëåìîå ïðåäëîæåíèå — îòêàç îò åãî îáñóæäåíèÿ. Èíûìè ñëîâàìè, íà ýòîì ýòàïå àðãóìåíòû
èñïîëüçóþòñÿ íå òîëüêî äëÿ òîãî, ÷òîáû óáåäèòü äðóãèõ ó÷àñòíèêîâ
ïåðåãîâîðîâ â ïðàâèëüíîñòè ñâîåé ïîçèöèè, íî è äëÿ òîãî, ÷òîáû ïîêàçàòü, ÷òî â ïîçèöèè ïàðòíåðîâ íåïðèåìëåìî è íå ìîæåò ñòàòü ÷àñòüþ
äîãîâîðåííîñòè. È âñå æå âàæíåéøàÿ çàäà÷à äàííîãî ýòàïà — äîñòèæåíèå âçàèìîïîíèìàíèÿ, âûðàáîòêà îáùåé ñîãëàñîâàííîé ïîçèöèè ïî
êëþ÷åâûì âîïðîñàì, ÷òî ñîçäàåò ïðåäïîñûëêè äëÿ îïðåäåëåíèÿ îáùèõ
ðàìîê áóäóùåãî ñîãëàøåíèÿ.
Îñíîâíûì ýòàïîì âòîðîãî ýòàïà ïåðåãîâîðîâ ÿâëÿåòñÿ îïðåäåëåíèå
ðàìîê âîçìîæíîãî áóäóùåãî ñîãëàøåíèÿ, ÷òî ïîçâîëÿåò ïåðåéòè ê
òðåòüåìó, çàêëþ÷èòåëüíîìó ýòàïó – ñîãëàñîâàíèÿ ïîçèöèé è âûðàáîòêè äîãîâîðíûõ äîêóìåíòîâ. Ýòî ýòàï íàèáîëåå èíòåíñèâíûõ ïåðåãîâîðîâ ñ ïðèâëå÷åíèåì ýêñïåðòîâ. Êàæäàÿ äåëåãàöèÿ âíîñèò ñâîè ïðåäëîæåíèÿ, ïðîåêòû ðåçîëþöèé, ïîïðàâîê ê íèì.
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Åñëè õîä ïåðåãîâîðîâ áûë ïîçèòèâíûì, òî íà çàâåðøàþùåé èõ
ñòàäèè íåîáõîäèìî ðåçþìèðîâàòü, êðàòêî ïîâòîðèòü îñíîâíûå ïîëîæåíèÿ, êîòîðûå çàòðàãèâàëèñü â ïðîöåññå ïåðåãîâîðîâ, è, ÷òî îñîáåííî âàæíî, õàðàêòåðèñòèêó òåõ ïîëîæèòåëüíûõ ìîìåíòîâ, ïî êîòîðûì
äîñòèãíóòî ñîãëàñèå ñòîðîí. Ýòî ïîçâîëèò äîáèòüñÿ óâåðåííîñòè â òîì,
÷òî âñå ó÷àñòíèêè ïåðåãîâîðîâ îò÷åòëèâî ïðåäñòàâëÿþò ñóòü îñíîâíûõ
ïîëîæåíèé áóäóùåãî ñîãëàøåíèÿ, ó âñåõ ñêëàäûâàåòñÿ óáåæäåíèå â
òîì, ÷òî â õîäå ïåðåãîâîðîâ äîñòèãíóò îïðåäåëåííûé ïðîãðåññ. Öåëåñîîáðàçíî òàêæå, îñíîâûâàÿñü íà ïîçèòèâíûõ ðåçóëüòàòàõ ïåðåãîâîðîâ, îáñóäèòü ïåðñïåêòèâó íîâûõ âñòðå÷.
Ïðè íåãàòèâíîì èñõîäå ïåðåãîâîðîâ íåîáõîäèìî ñîõðàíèòü ñóáúåêòèâíûé êîíòàêò ñ ïàðòíåðîì ïî ïåðåãîâîðàì.  äàííîì ñëó÷àå àêöåíòèðóåòñÿ âíèìàíèå íå íà ïðåäìåòå ïåðåãîâîðîâ, à íà ëè÷íîñòíûõ
àñïåêòàõ, ïîçâîëÿþùèõ ñîõðàíèòü äåëîâûå êîíòàêòû â áóäóùåì; ò.å.
ñëåäóåò îòêàçàòüñÿ îò ïîäâåäåíèÿ èòîãîâ ïî òåì ðàçäåëàì, ãäå íå
áûëî äîñòèãíóòî ïîçèòèâíûõ ðåçóëüòàòîâ. Æåëàòåëüíî íàéòè òàêóþ
òåìó, êîòîðàÿ ïðåäñòàâèò èíòåðåñ äëÿ îáåèõ ñòîðîí, ðàçðÿäèò ñèòóàöèþ è ïîìîæåò ñîçäàíèþ äðóæåñêîé, íåïðèíóæäåííîé àòìîñôåðû
ïðîùàíèÿ.
Ïðîòîêîëüíûå ìåðîïðèÿòèÿ ÿâëÿþòñÿ íåîòúåìëåìîé ñîñòàâëÿþùåé
ïåðåãîâîðîâ, íåñóò çíà÷èòåëüíóþ íàãðóçêó â ðåøåíèè ïîñòàâëåííûõ
íà ïåðåãîâîðàõ çàäà÷ è ìîãóò ëèáî ñïîñîáñòâîâàòü óñïåõó, ëèáî, íàîáîðîò, ñîçäàòü ïðåäïîñûëêó äëÿ èõ íåóäà÷è.
Äåëîâîé ïðîòîêîë îõâàòûâàåò øèðîêîå ïîëå äåÿòåëüíîñòè: ýòî îðãàíèçàöèÿ âñòðå÷ è îáñëóæèâàíèå ïåðåãîâîðîâ, âåäåíèå çàïèñè áåñåä,
îáåñïå÷åíèå ñóâåíèðàìè, ôîðìà îäåæäû, êóëüòóðíàÿ ïðîãðàììà è ò.ï.
Äëÿ ðåøåíèÿ ýòèõ âîïðîñîâ öåëåñîîáðàçíî ñîçäàòü â îðãàíèçàöèè
ïðîòîêîëüíóþ ãðóïïó (2—3 ÷åë.), êîòîðàÿ áóäåò çàíèìàòüñÿ ïðîòîêîëüíûìè ôîðìàëüíîñòÿìè.
Ñîãëàñîâàíèå ïîçèöèé öåëåñîîáðàçíî ïðîâîäèòü â äâà ïðèåìà: âíà÷àëå âûðàáàòûâàåòñÿ îáùàÿ ôîðìóëà, à çàòåì äåòàëè – ýòî ðåäàêòèðîâàíèå òåêñòà âíå çàâèñèìîñòè îò äîñòèæåíèÿ äîãîâîðåííîñòè îòíîñèòåëüíî ðàìîê áóäóùåãî ñîãëàøåíèÿ. Äîãîâîðåííîñòü íà ýòîì ýòàïå
ìîæåò áûòü ïðåäñòàâëåíà â âèäå ñîãëàñîâàííûõ ïðèíöèïîâ, ñòðóêòóðû äîêóìåíòà, ñîâìåñòíûõ äèðåêòèâ ðóêîâîäèòåëåé äåëåãàöèé, êîìïðîìèññíîãî âàðèàíòà ïðîåêòà òåêñòà.
Èòîãîâûå äîêóìåíòû ïåðåãîâîðîâ ìîãóò èìåòü ðàçëè÷íûå íàèìåíîâàíèÿ. Ó÷àñòíèêè âïðàâå âûáðàòü ëþáîå èç íèõ, îäíàêî, êàê ïðàâèëî, îíè ðóêîâîäñòâóþòñÿ ñîäåðæàíèåì äîêóìåíòà.
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Äâóñòîðîííèå äîãîâîðû ñîñòàâëÿþòñÿ íà ÿçûêàõ äîãîâàðèâàþùèõñÿ ñòîðîí, ìíîãîñòîðîííèå — íà îäíîì, äâóõ è áîëåå ÿçûêàõ.
 äâóñòîðîííèõ ïåðåãîâîðàõ ñòðîãî ñîáëþäàåòñÿ ïðèíöèï àëüòåðíàòà (ëàò. alternus — ïîïåðåìåííûé), êîãäà â ïîäëèííîì ýêçåìïëÿðå
äîêóìåíòà äàííîãî äîãîâàðèâàþùåãîñÿ ãîñóäàðñòâà íàèìåíîâàíèå ñòðàíû, ïîäïèñè óïîëíîìî÷åííûõ ëèö è ïå÷àòè ïðîñòàâëÿþòñÿ íà ïåðâîì
ìåñòå. Áîëåå ïî÷åòíîå ìåñòî äëÿ ïîäïèñè — ïîä òåêñòîì äîãîâîðà ââåðõó
ñ ëåâîé ñòîðîíû, åñëè èìåíà ïîäïèñûâàþùèõñÿ ðàñïîëàãàþòñÿ â ñòðî÷êó, èëè ñâåðõó, åñëè ðàñïîëàãàþòñÿ â êîëîíêó. Äðóãèå óïîëíîìî÷åííûå ëèöà ñòàâÿò ñâîè ïîäïèñè â ñîãëàñîâàííîì ðàíåå ïîðÿäêå: ëèáî
ïî àëôàâèòó, ëèáî ïî æðåáèþ.
 ìíîãîñòîðîííèõ äîãîâîðàõ äîêóìåíò îôîðìëÿåòñÿ íà îäíîì èëè
íåñêîëüêèõ ÿçûêàõ. Íàïðèìåð, äîãîâîðû ïîä ýãèäîé ÎÎÍ ñîñòàâëÿþòñÿ, êàê ïðàâèëî, íà ïÿòè ÿçûêàõ — àíãëèéñêîì, ôðàíöóçñêîì,
ðóññêîì, èñïàíñêîì è êèòàéñêîì. Íàèìåíîâàíèÿ ñòðàí (äîãîâàðèâàþùèõñÿ ñòîðîí) ïåðå÷èñëÿþòñÿ â àëôàâèòíîì ïîðÿäêå, â òàêîì æå
ïîðÿäêå äîãîâîð ïîäïèñûâàåòñÿ óïîëíîìî÷åííûìè ëèöàìè. Âûáîð àëôàâèòà ñîãëàñîâûâàåòñÿ ñàìèìè ó÷àñòíèêàìè.
Èíîãäà ïîäïèñàíèþ äîêóìåíòà ïðåäøåñòâóåò ïàðàôèðîâàíèå (íà
êàæäîé ñòðàíèöå ñòàâÿòñÿ èíèöèàëû óïîëíîìî÷åííûõ ëèö, ïîäòâåðæäàþùèå, ÷òî òåêñò ñîãëàñîâàí).
Ïî èñòå÷åíèè ñðîêà äåéñòâèÿ äîãîâîð ìîæåò áûòü ïðîëîíãèðîâàí
(ïðîäëåí) èëè, â ñâÿçè ñ âûïîëíåíèåì îáÿçàòåëüñòâ, åãî äåéñòâèå
ïðåêðàùàåòñÿ. Äîãîâîð ìîæåò áûòü äåíîíñèðîâàí (îáû÷íî îãîâàðèâàåòñÿ ïðåäâàðèòåëüíî), êîãäà îäíî ãîñóäàðñòâî óâåäîìëÿåò äðóãîå îá
óòðàòå åãî ñèëû. Àííóëèðîâàíèå äîãîâîðà ìîæåò áûòü ïðîèçâåäåíî â
îäíîñòîðîííåì ïîðÿäêå, îáû÷íî â ïèñüìåííîé ôîðìå, â ñëó÷àå êàêèõ-òî âåñêèõ íà òî îñíîâàíèé.
Àíàëèç èòîãîâ äåëîâûõ ïåðåãîâîðîâ. Ïåðåãîâîðû ìîæíî ñ÷èòàòü çàâåðøåííûìè, åñëè òùàòåëüíî è îòâåòñòâåííî ïðîàíàëèçèðîâàíû èõ ðåçóëüòàòû, êîãäà ïðèíÿòû íåîáõîäèìûå ìåðû äëÿ èõ ðåàëèçàöèè; ñäåëàíû îïðåäåëåííûå âûâîäû äëÿ ïîäãîòîâêè ñëåäóþùèõ ïåðåãîâîðîâ.
Àíàëèç èòîãîâ ïåðåãîâîðîâ ïðåñëåäóåò ñëåäóþùèå öåëè:
– ñðàâíåíèå öåëåé ïåðåãîâîðîâ ñ èõ ðåçóëüòàòàìè;
– îïðåäåëåíèå ìåð è äåéñòâèé, âûòåêàþùèõ èç ðåçóëüòàòîâ ïåðåãîâîðîâ;
– äåëîâûå, ëè÷íûå è îðãàíèçàöèîííûå âûâîäû äëÿ áóäóùèõ ïåðåãîâîðîâ èëè ïðîäîëæåíèÿ ïðîâîäèâøèõñÿ.
Àíàëèç èòîãîâ äåëîâûõ ïåðåãîâîðîâ äîëæåí ïðîõîäèòü ïî ñëåäóþùèì òðåì íàïðàâëåíèÿì:
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1) àíàëèç ñðàçó ïî çàâåðøåíèè ïåðåãîâîðîâ. Òàêîé àíàëèç ïîìîãàåò
îöåíèòü õîä è ðåçóëüòàòû ïåðåãîâîðîâ, îáìåíÿòüñÿ âïå÷àòëåíèÿìè è
îïðåäåëèòü ïåðâîî÷åðåäíûå ìåðîïðèÿòèÿ, ñâÿçàííûå ñ èòîãàìè ïåðåãîâîðîâ (íàçíà÷èòü èñïîëíèòåëåé è îïðåäåëèòü ñðîêè âûïîëíåíèÿ äîñòèãíóòîãî ñîãëàøåíèÿ);
2) àíàëèç íà âûñøåì óðîâíå ðóêîâîäñòâà îðãàíèçàöèåé.Òàêîé àíàëèç ðåçóëüòàòîâ ïåðåãîâîðîâ èìååò ñëåäóþùèå öåëè:
– îáñóæäåíèå îò÷åòà î ðåçóëüòàòàõ ïåðåãîâîðîâ è âûÿñíåíèå îòêëîíåíèÿ îò ðàíåå óñòàíîâëåííûõ äèðåêòèâ;
– îöåíêà èíôîðìàöèè îá óæå ïðèíÿòûõ ìåðàõ è îòâåòñòâåííîñòè;
– îïðåäåëåíèå îáîñíîâàííîñòè ïðåäëîæåíèé, ñâÿçàííûõ ñ ïðîäîëæåíèåì ïåðåãîâîðîâ;
– ïîëó÷åíèå äîïîëíèòåëüíîé èíôîðìàöèè î ïàðòíåðå ïî ïåðåãîâîðàì;
3) èíäèâèäóàëüíûé àíàëèç äåëîâûõ ïåðåãîâîðî⠗ ýòî âûÿñíåíèå îòâåòñòâåííîãî îòíîøåíèÿ êàæäîãî ó÷àñòíèêà ê ñâîèì çàäà÷àì è
îðãàíèçàöèè â öåëîì. Ýòî êðèòè÷åñêèé ñàìîàíàëèç â ñìûñëå êîíòðîëÿ
è èçâëå÷åíèÿ óðîêîâ èç ïåðåãîâîðîâ.
 ïðîöåññå èíäèâèäóàëüíîþ àíàëèçà ìîæíî ïîëó÷èòü îòâåòû íà
ñëåäóþùèå âîïðîñû:
– ïðàâèëüíî ëè áûëè îïðåäåëåíû èíòåðåñû è ìîòèâû ïàðòíåðà
ïî ïåðåãîâîðàì;
– ñîîòâåòñòâîâàëà ëè ïîäãîòîâêà ê ïåðåãîâîðàì ðåàëüíûì óñëîâèÿì, ñëîæèâøåéñÿ ñèòóàöèè è òðåáîâàíèÿì;
– íàñêîëüêî ïðàâèëüíî îïðåäåëåíû àðãóìåíòû èëè ïðåäëîæåíèÿ
î êîìïðîìèññå, êàê ïîâûñèòü äåéñòâåííîñòü àðãóìåíòàöèè â
ñîäåðæàòåëüíîì è ìåòîäè÷åñêîì ïëàíå;
– ÷òî îïðåäåëèëî ðåçóëüòàò ïåðåãîâîðîâ, êàê èñêëþ÷èòü â áóäóùåì íåãàòèâíûå íþàíñû â ïðîöåäóðå ïðîâåäåíèÿ ïåðåãîâîðîâ;
– êòî è ÷òî äîëæåí äåëàòü, ÷òîáû ïîâûñèòü ýôôåêòèâíîñòü ïåðåãîâîðîâ.
Ïîëó÷åíèå îáúåêòèâíîãî è ïîëíîãî îòâåòà íà ïîñëåäíèé âîïðîñ
áóäåò èãðàòü ðåøàþùåå çíà÷åíèå äëÿ áóäóùíîñòè îðãàíèçàöèè.
Óñëîâèÿ ýôôåêòèâíîñòè ïåðåãîâîðîâ. Ïðåäïîñûëêè óñïåøíîñòè äåëîâûõ ïåðåãîâîðîâ çàòðàãèâàþò ðÿä êàê îáúåêòèâíûõ, òàê è ñóáúåêòèâíûõ ôàêòîðîâ è óñëîâèé. Ïðåæäå âñåãî, ïàðòíåðû ïî ïåðåãîâîðàì
äîëæíû âûïîëíèòü ñëåäóþùèå óñëîâèÿ:
– îáå ñòîðîíû äîëæíû èìåòü èíòåðåñ ê ïðåäìåòó ïåðåãîâîðîâ;
– îíè äîëæíû èìåòü äîñòàòî÷íûå ïîëíîìî÷èÿ â ïðèíÿòèè îêîí÷àòåëüíûõ ðåøåíèé (ñîîòâåòñòâóþùåå ïðàâî íà âåäåíèå ïåðåãîâîðîâ);
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–
ïàðòíåðû äîëæíû èìåòü äîñòàòî÷íóþ êîìïåòåíòíîñòü, íåîáõîäèìûå çíàíèÿ â îòíîøåíèè ïðåäìåòà ïåðåãîâîðîâ;
– óìåòü ìàêñèìàëüíî ïîëíî ó÷èòûâàòü ñóáúåêòèâíûå è îáúåêòèâíûå èíòåðåñû äðóãîé ñòîðîíû è èäòè íà êîìïðîìèññû;
– ïàðòíåðû ïî ïåðåãîâîðàì äîëæíû â îïðåäåëåííîé ìåðå äîâåðÿòü äðóã äðóãó.
Äëÿ îáåñïå÷åíèÿ ýôôåêòèâíîñòè ïåðåãîâîðîâ ñëåäóåò ñîáëþäàòü
îïðåäåëåííûå ïðàâèëà.
Îñíîâíîå ïðàâèëî ñîñòîèò â òîì, ÷òîáû îáå ñòîðîíû ïðèøëè ê
óáåæäåíèþ, ÷òî îíè ÷òî-òî âûèãðàëè â ðåçóëüòàòå ïåðåãîâîðîâ.
Ñàìîå ãëàâíîå íà ïåðåãîâîðàõ — ýòî ïàðòíåð. Åãî íóæíî óáåäèòü â
ïðèíÿòèè ïðåäëîæåíèÿ. Íà íåãî íàäî îðèåíòèðîâàòü âåñü õîä ïåðåãîâîðîâ, âñþ àðãóìåíòàöèþ.
Ïåðåãîâîðû — ýòî ñîòðóäíè÷åñòâî. Ëþáîå ñîòðóäíè÷åñòâî äîëæíî
èìåòü îáùóþ áàçó, ïîýòîìó âàæíî íàéòè îáùèé çíàìåíàòåëü äëÿ ðàçëè÷íûõ èíòåðåñîâ ïàðòíåðîâ.
Ðåäêèå ïåðåãîâîðû ïðîõîäÿò áåç ïðîáëåì, ïîýòîìó âàæíà ñêëîííîñòü ê êîìïðîìèññó.
Ëþáûå ïåðåãîâîðû äîëæíû áûòü äèàëîãîì, ïîýòîìó âàæíî óìåòü
ïðàâèëüíî çàäàòü âîïðîñ è âûñëóøàòü ïàðòíåðà.
Ïîçèòèâíûå ðåçóëüòàòû ïåðåãîâîðîâ ñëåäóåò ðàññìàòðèâàòü êàê åñòåñòâåííîå èõ çàâåðøåíèå, ïîýòîìó â çàêëþ÷åíèå íåîáõîäèìî îñòàíîâèòüñÿ íà ñîäåðæàíèè äîãîâîðà, â êîòîðîì íàøëè îòðàæåíèå âñå èíòåðåñû ïàðòíåðîâ.
Ïåðåãîâîðû ñ÷èòàþòñÿ çàâåðøåííûìè, åñëè èõ ðåçóëüòàòû ïîäâåðãëèñü òùàòåëüíîìó àíàëèçó, íà îñíîâå êîòîðîãî ñäåëàíû ñîîòâåòñòâóþùèå âûâîäû.
Ïîñðåäíè÷åñòâî â ïåðåãîâîðàõ
Îïûòíûå äèïëîìàòû ñòðåìÿòñÿ ê òîìó, ÷òîáû íå
äîïóñòèòü âîçíèêíîâåíèÿ êîíôëèêòîâ, à åñëè ýòî ïðîèçîøëî, òî «ïðèòóøèòü» è ðàçðåøèòü èõ. Êîíôëèêò ìîæåò áûòü ðàçðåøåí ïàðòíåðàìè
ïî ïåðåãîâîðàì ñàìîñòîÿòåëüíî, îñîáåííî â òåõ ñëó÷àÿõ, êîãäà ýòîò
ïðîöåññ èäåò â ðàìêàõ ñîòðóäíè÷åñòâà è âçàèìíîãî äîâåðèÿ.
Êîãäà æå ñòîðîíû íå â ñîñòîÿíèè ñàìîñòîÿòåëüíî óðåãóëèðîâàòü ñïîðíûå âîïðîñû, îíè, êàê ïðàâèëî, îáðàùàþòñÿ ê ïîñðåäíèêó – òðåòüåé
ñòîðîíå, íå ó÷àñòâóþùåé â êîíôëèêòå, íî çàèíòåðåñîâàííîé â åãî ïðåîäîëåíèè (íàïðèìåð, ÎÎÍ â ðàçðåøåíèè àðàáî-èçðàèëüñêîãî êîíôëèêòà).
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Ïîñðåäíèêîì â ïåðåãîâîðàõ ìîãóò âûñòóïàòü: ãîñóäàðñòâî â ëèöå
åãî ïðåäñòàâèòåëåé. Ïîñðåäíèê äîëæåí âûïîëíÿòü ñëåäóþùèå ôóíêöèè: êîììóíèêàòèâíóþ, èíôîðìàöèîííóþ, àíàëèòè÷åñêóþ, ãåíåðèðîâàíèÿ íîâûõ èäåé, êîíòðîëèðóþùóþ.
Òðåáîâàíèÿ, ïðåäúÿâëÿåìûå ê ïîñðåäíèêàì, çàêëþ÷àþòñÿ â ñëåäóþùåì. Âî-ïåðâûõ, â ñîñòàâ ïîñðåäíè÷åñêîé ãðóïïû äîëæíû áûòü âêëþ÷åíû ëèöà, îáëàäàþùèå êàê ñïåöèàëüíûìè çíàíèÿìè ïî ïðåäìåòó
ïåðåãîâîðîâ, òàê è ïðîôåññèîíàëû â îáëàñòè ìåæäóíàðîäíîãî ïðàâà.
Ôàêòè÷åñêè ïîñðåäíèê – ýòî íåçàâèñèìûé ýêñïåðò, äàþùèé ðåêîìåíäàöèè, îñíîâàííûå íà îáúåêòèâíûõ êðèòåðèÿõ è îáùåïðèíÿòûõ
ìåæäóíàðîäíûõ íîðìàõ. Âî-âòîðûõ, ïîñðåäíèê äîëæåí ïîëüçîâàòüñÿ
àâòîðèòåòîì è äîâåðèåì ïðèãëàñèâøèõ åå ñòîðîí. Â-òðåòüèõ, îí äîëæåí áûòü àáñîëþòíî íåéòðàëüíûì, íå ïðîÿâëÿòü ñèìïàòèé íè ê îäíîìó èç ó÷àñòíèêîâ ïåðåãîâîðîâ.
Ïîñðåäíèê ìîæåò ïîî÷åðåäíî âñòðå÷àòüñÿ ñ äîãîâàðèâàþùèìèñÿ
ñòîðîíàìè, âûïîëíÿÿ ðîëü ïî÷òàëüîíà. Ïðàêòèêà ñâèäåòåëüñòâóåò,
÷òî òàêàÿ äåÿòåëüíîñòü ïðèíîñèò ñâîè ïëîäû ëèøü â òîì ñëó÷àå,
êîãäà â ïîçèöèÿõ ó÷àñòíèêîâ ïåðåãîâîðîâ èìåþòñÿ íåêèå îáùèå ìîìåíòû. Ïðè èõ îòñóòñòâèè âåëèêà îïàñíîñòü òîãî, ÷òî ðîëü ïîñðåäíèêà áóäåò ñâåäåíà ëèøü ê âîçìîæíîñòè ïðåäúÿâèòü äðóã äðóãó âçàèìíûå ïðåòåíçèè.
 ýòîé ñâÿçè ñëåäóåò ïîä÷åðêíóòü, ÷òî ïîñðåäíèêó íåîáõîäèìî
îáëàäàòü òîíêîé èíòóèöèåé è áûòü õîðîøèì ïñèõîëîãîì. Îí íå äîëæåí äåëàòü ñîáñòâåííûå âûâîäû î òîì, êòî ïðàâ, à êòî âèíîâàò â
êîíôëèêòå, ÷òîáû åãî íå îáîñòðèòü. Óìíûé ïîñðåäíèê ïîñòàðàåòñÿ íå
òîëüêî ïðîèíôîðìèðîâàòü ñòîðîíû îá èõ ïîçèöèÿõ, íî è áóäåò ñòðåìèòüñÿ ê òîìó, ÷òîáû ïîìî÷ü âçãëÿíóòü íà ïðîáëåìó ãëàçàìè ñîáåñåäíèêà, ïîíÿòü, îñîçíàòü íå òîëüêî ñîáñòâåííûé èíòåðåñ, íî è èíòåðåñ
ïàðòíåðà. Ìíîãèå èññëåäîâàòåëè ðåêîìåíäóþò â ýòèõ öåëÿõ ïðîèãðûâàíèå ñèòóàöèè, â êîòîðîé ïàðòíåðû ìåíÿþòñÿ ìåñòàìè. Äàííàÿ òàêòèêà ïðèíîñèò õîðîøèå ðåçóëüòàòû, îñîáåííî êîãäà ðå÷ü èäåò î ìåæíàöèîíàëüíûõ êîíôëèêòàõ è ñîáåñåäíèêè ïðèíèìàþò óñëîâèÿ èãðû.
Èíîãäà äëÿ ó÷àñòèÿ â òàêîì ýêñïåðèìåíòå ïðèãëàøàþòñÿ ïðåäñòàâèòåëè îáùåñòâåííîñòè, ó÷åíûå, êîòîðûå â äàëüíåéøåì ïîìîãàþò îôèöèàëüíûì ó÷àñòíèêàì ïåðåãîâîðîâ êîððåêòèðîâàòü ñâîþ ïîçèöèþ è ëèíèþ ïîâåäåíèÿ.
Òàêàÿ äåÿòåëüíîñòü ïîñðåäíèêîâ ïîìîãàåò ó÷àñòíèêàì ïåðåãîâîðîâ
óâèäåòü ïðîáëåìó ãëàçàìè äðóã äðóãà, îäíàêî îíà åå íå ðåøàåò. Âûïîëíèòü ýòó çàäà÷ó ïðèçâàíà àíàëèòè÷åñêàÿ ôóíêöèÿ. Ïîñðåäíèê äîëæåí
ïðîâåñòè ãëóáîêèé è âñåñòîðîííèé àíàëèç ñóòè êîíôëèêòà, âûðàáîòàòü
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ñîáñòâåííûå âàðèàíòû åãî ðàçðåøåíèÿ è ïðåäëîæèòü èõ ó÷àñòíèêàì
ïåðåãîâîðîâ. Ýòî ìîãóò áûòü êàê ïðèíöèïèàëüíî íîâûå ïðåäëîæåíèÿ,
òàê è âûäâèíóòûå ðàíåå, íî èíà÷å ñôîðìóëèðîâàííûå è ïîýòîìó ïðèåìëåìûå äëÿ ñòîðîí. Ïîñðåäíèê íå ìîæåò íàñòàèâàòü íà ïðèíÿòèè ñâîèõ
ïðåäëîæåíèé, îí ìîæåò ëèøü ñîâåòîâàòü ê íèì ïðèñëóøàòüñÿ. Âàæíà
ðîëü ïîñðåäíèêà òàêæå ïðè ñîñòàâëåíèè èòîãîâîãî äîêóìåíòà, îòòà÷èâàíèè ôîðìóëèðîâîê.
Èíîãäà íà ïîñðåäíèêîâ âîçëàãàåòñÿ åùå è ôóíêöèÿ êîíòðîëÿ çà
âûïîëíåíèåì äîãîâîðåííîñòåé. Ïðè äîñòèæåíèè äîãîâîðåííîñòåé, óäîâëåòâîðÿþùèõ âñå ñòîðîíû, äàëüíåéøèå îòíîøåíèÿ ó÷àñòíèêè ïåðåãîâîðîâ ìîãóò ñòðîèòü è áåç ó÷àñòèÿ ïîñðåäíèêà.
Íàöèîíàëüíûå îñîáåííîñòè ñîáåñåäíèêîâ
â îáùåíèè
Ïðîáëåìà íàöèîíàëüíûõ îñîáåííîñòåé ïåðåãîâîðíûõ ñòèëåé â íàó÷íîì ïëàíå ñòàëà ïðåäìåòîì èññëåäîâàíèé àìåðèêàíñêèõ ó÷åíûõ îòíîñèòåëüíî íåäàâíî (Ó. Çàðòìà, Ì. Áåðìàí,
Ã. Çîííåíôåëüä, Ë. Ñëîññ, Ð. Ôèøåð è äð.). Îäíèì èç ïåðâûõ âûäåëèë
íàöèîíàëüíûå ïåðåãîâîðíûå ñòèëè àíãëèéñêèé ó÷åíûé è äèïëîìàò Ã. Íèêîëüñîí.
Ìîæíî âûäåëèòü òðè ãðóïïû îñîáåííîñòåé, õàðàêòåðèçóþùèõ íàöèîíàëüíûå ñòèëè. Ê ïåðâîé îòíîñÿòñÿ òå, êîòîðûå ñâÿçàíû ñ ôîðìèðîâàíèåì ñîñòàâà äåëåãàöèè è òåì, íàñêîëüêî ýòà äåëåãàöèÿ ñâîáîäíà
â ïðèíÿòèè ðåøåíèé. Âòîðóþ ãðóïïó ñîñòàâëÿþò ðàçëè÷íîãî ðîäà öåííîñòíûå îðèåíòàöèè: íðàâñòâåííûå, èäåîëîãè÷åñêèå, ðåëèãèîçíûå.
Òðåòüþ ãðóïïó îòëè÷àåò ëè÷íîñòíûé ìîìåíò ïîâåäåíèÿ ó÷àñòíèêîâ
ïåðåãîâîðîâ, êîòîðûé çàâèñèò îò ìíîæåñòâà ôàêòîðîâ è ïðîÿâëÿåòñÿ
â ìèìèêå, æåñòàõ, èñïîëüçîâàíèè òîãî èëè èíîãî ïåðåãîâîðíîãî ñòèëÿ, òàêòè÷åñêèõ ïðèåìîâ.
Ñòðîÿ òàêòèêó ïåðåãîâîðîâ, âûáèðàÿ àðãóìåíòàöèþ, ñëåäóåò ó÷èòûâàòü íàöèîíàëüíûå îñîáåííîñòè ñîáåñåäíèêîâ, èõ ïñèõîëîãèþ, ïðèâû÷êè, îáû÷àè, óâëå÷åíèÿ. Çíàíèÿ ýòè ïîìîãóò áûñòðåå íàéòè ñ íèìè
îáùèé ÿçûê. Îñòàíîâèìñÿ íà ýòîì.
 ÿïîíñêîì íàöèîíàëüíîì õàðàêòåðå âûäåëÿþòñÿ: òðóäîëþáèå, ñèëüíî ðàçâèòîå ýñòåòè÷åñêîå ÷óâñòâî, ïðèâåðæåííîñòü òðàäèöèÿì, ñêëîííîñòü ê çàèìñòâîâàíèþ, äèñöèïëèíèðîâàííîñòü, ïðåäàííîñòü àâòîðèòåòó, ÷óâñòâî äîëãà, âåæëèâîñòü, àêêóðàòíîñòü, ñàìîîáëàäàíèå, áåðåæëèâîñòü, ëþáîçíàòåëüíîñòü, ñòðåìëåíèå ê ñîãëàñîâàííûì äåéñòâèÿì
â ãðóïïå.
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Òàê, ÿïîíöû â îáùåíèè âåäóò ñåáÿ î÷åíü ñäåðæàííî (íå â ïðèìåð
èòàëüÿíöàì, ôðàíöóçàì, àìåðèêàíöàì). Íåäîïóñòèìîñòü ïóáëè÷íîãî
âûðàæåíèÿ ýìîöèé âîñïèòûâàåòñÿ ó íèõ ñ äåòñòâà. Ñêðûòíîñòü ÿïîíöå⠖ íå ëèöåìåðèå, à íîðìà ïîâåäåíèÿ.
Óëûáêà èëè ñìåõ â ßïîíèè ìîãóò îçíà÷àòü ðàçíîå – ýòî ïðèçíàê
äðóæåñêîãî ðàñïîëîæåíèÿ è âûðàæåíèå ñäåðæàííîñòè, ñêðûòíîñòè, è
îòêðûòîå âûðàæåíèå ýìîöèé, è ïðèçíàê íåëîâêîñòè. Óëûáêà ÿïîíöà ìîæåò îçíà÷àòü «ÿ ïîíèìàþ» èëè «ÿ íå ïîíèìàþ». Ðóêîïîæàòèå â ßïîíèè
íå ïðèíÿòî, ÿïîíöû ñ÷èòàþò ýòîò æåñò èíîðîäíûì.
ßïîíöû èçáåãàþò ïðèñòàëüíîãî ïðÿìîãî âçãëÿäà, êîòîðûé íåèçáåæåí ïðè ðóêîïîæàòèè, è èì íå èìïîíèðóåò ìàíåðà ïðèêàñàòüñÿ äðóã ê
äðóãó. Ðóêîïîæàòèå íå âêëþ÷àåòñÿ â ïðîöåññ îáùåíèÿ. Âàæíåéøèì ýëåìåíòîì õîðîøåãî òîíà ÿâëÿþòñÿ ïîêëîíû. Ïÿòíàäöàòü ïîêëîíîâ äîñòàòî÷íî äëÿ òðèâèàëüíîãî ïðèâåòñòâèÿ, ñîðîê ïÿòü ðàç – äëÿ òîãî, ÷òîáû
ïðîèçâåñòè õîðîøåå âïå÷àòëåíèå, îñîáîå ïî÷òåíèå âûðàæàþò ñåìüþäåñÿòüþ ïîêëîíàìè, à ñàìóþ óâàæàåìóþ ëè÷íîñòü ïðèâåòñòâóþò, ïîêëîíèâøèñü äåâÿíîñòî ðàç ïîäðÿä. Ïðè ïðåäñòàâëåíèè âðó÷àéòå è ñòàðàéòåñü ïîëó÷àòü âèçèòíûå êàðòî÷êè îáåèìè ðóêàìè; â çíàê óâàæåíèÿ
âíèìàòåëüíî èõ ïðî÷èòàéòå.
Âåðòèêàëüíîå áûñòðîå äâèæåíèå ãîëîâîé ó ÿïîíöåâ îçíà÷àåò íå «ÿ
ñîãëàñåí ñ Âàìè», à ñêîðåå «ÿ âíèìàòåëüíî ñëóøàþ Âàñ».
Îòâåäåíèå âçãëÿäà â ñòîðîíó ïðè áåñåäå ïðåäñòàâëÿåò ñîáîé îäíó
èç ñóùåñòâåííûõ ñòîðîí êîíòàêòíîãî îáùåíèÿ. Ïàðòíåð ïî áåñåäå,
ãëàçåþùèé íà ñîáåñåäíèêà, âîñïðèíèìàåòñÿ â ßïîíèè êàê ëèöî, íå
îáëàäàþùåå òàêòîì.
ßïîíöû â áåñåäàõ èçáåãàþò ðåçêîãî îòðèöàíèÿ, ñòàðàþòñÿ îáõîäèòü
ñëîâî «íåò». Îíè ñ÷èòàþò, ÷òî, åñëè äàæå ñîáåñåäíèê ÷óâñòâóåò, ÷òî
åìó îòêàçûâàþò, ñ íèì íå ñîãëàøàþòñÿ, íî äåëàþò ýòî ìÿãêî, íå îñêîðáëÿÿ åãî ÷óâñòâà ñîáñòâåííîãî äîñòîèíñòâà, îí ëåã÷å ïðèìåò îòêàç.
Ïîýòîìó ÿïîíöû ââîäÿò â ðå÷ü «ìÿãêèå» îáîðîòû-îòðèöàíèÿ. Òàêàÿ
ìàíåðà îáùåíèÿ ñëóæèò âíåøíèì ïðîÿâëåíèåì îäíîé èç îñíîâíûõ ÷åðò
ÿïîíñêîãî õàðàêòåðà – âåæëèâîñòè. Ìîë÷àíèå ìîæåò áûòü òîæå çíàêîì
«íåò». Êîíòðâîïðîñ – ýòî òîæå îòâåò «íåò» íà êàêóþ-ëèáî ïðîñüáó èëè
âîïðîñ. Åñëè ÿïîíöû õîòÿò îòâåòèòü îòðèöàòåëüíî, íî íå èìåþò âåñêèõ
àðãóìåíòîâ, îíè ññûëàþòñÿ íà ïëîõîå ñàìî÷óâñòâèå, ðàíåå äàííîå îáåùàíèå, çàíÿòîñòü è ò.ä. Íà ïðÿìî ïîñòàâëåííûé âîïðîñ íåðåäêî îòâå÷àþò «íàäî ïîäóìàòü».
«Äà, íî...» òàêæå îçíà÷àåò îòêàç. Òàê â îòâåò íà ïðîñüáó ÿïîíåö
ãîâîðèò, ÷òî ïðèëîæèò âñå óñèëèÿ, ñäåëàåò âñå âîçìîæíîå, íî åñëè
ðåçóëüòàòà íå áóäåò, îí çàðàíåå ïðèíîñèò èçâèíåíèÿ.
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 îòëè÷èå îò ìíîãèõ äðóãèõ ñòðàí, â ßïîíèè óñòàíîâëåíèå äåëîâûõ
êîíòàêòîâ ñ ÿïîíñêèìè ôèðìàìè ïóòåì ïåðåïèñêè è òåëåôîííîãî îáùåíèÿ, êàê ïðàâèëî, ÿâëÿåòñÿ ìàëîýôôåêòèâíûì.
Âî âðåìÿ ïåðâîé äåëîâîé âñòðå÷è ñ ïðåäñòàâèòåëÿìè ÿïîíñêèõ ôèðì
ïðèíÿòî îáìåíèâàòüñÿ ïèñüìåííûìè ìàòåðèàëàìè î ñâîèõ ôèðìàõ.
Òî÷íîñòü íà ïåðåãîâîðàõ âî âðåìåíè èõ íà÷àëà è îêîí÷àíèÿ èëè â
âûïîëíåíèè îáåùàíèé, âçÿòûõ íà ñåáÿ îáÿçàòåëüñò⠖ îäíà èç âàæíåéøèõ ÷åðò ÿïîíñêîãî ñòèëÿ âåäåíèÿ ïåðåãîâîðîâ.
Òåðïåíèå â ßïîíèè ñ÷èòàåòñÿ îäíîé èç îñíîâíûõ äîáðîäåòåëåé, â òîì
÷èñëå è â áèçíåñå. Ìàëà ýôôåêòèâíîñòü óãðîç ïðè ïåðåãîâîðàõ ñ ÿïîíöàìè. Ñàìè æå îíè ðåäêî èñïîëüçóþò óãðîçû, âïðî÷åì, êàê è äðóãèå òàêòè÷åñêèå ïðèåìû, íàïðàâëåííûå íà ïðèíóæäåíèå – áëåô, íàæèì è ò.ï.
Íà ïåðåãîâîðàõ ÿïîíöû ÷àñòî ñòðåìÿòñÿ èçáåæàòü ðèñêà, ðàññìàòðèâàÿ åãî êàê óãðîçó äëÿ èõ ÷åñòè, ïðåñòèæà, ðåïóòàöèè. Ñòðåìëåíèå íå
ïðîèãðàòü ìîæåò îêàçàòüñÿ ñèëüíåå, ÷åì æåëàíèå îäåðæàòü ïîáåäó.
Àìåðèêàíöû – ëè÷íîñòè. Èíäèâèäóàëüíîñòü è ïðàâà ëè÷íîñòè –
ýòî äëÿ íèõ ñàìîå ãëàâíîå. Îíè ïðÿìûå ëþäè, öåíÿò â ëþäÿõ ÷åñòíîñòü è îòêðîâåííîñòü, áûñòðî ïåðåõîäÿò ê ñóòè ðàçãîâîðà è íå òðàòÿò
âðåìÿ íà ôîðìàëüíîñòè, íå ëþáÿò ÷îïîðíîñòü.
Àìåðèêàíöû, ïðîÿâëÿÿ íåïîääåëüíûé èíòåðåñ, íà ïåðåãîâîðàõ çàäàþò ìíîãî âîïðîñîâ. Îíè ýíåðãè÷íû, èõ ðàçäðàæàåò òèøèíà, îíè íå
ëþáÿò ïåðåðûâîâ â áåñåäå. Äåëîâîé àìåðèêàíåö ïî ñâîåìó õàðàêòåðó
íå ïåäàíòè÷åí è íå ìåëî÷åí. Ê ïåðåãîâîðàì ãîòîâèòñÿ òùàòåëüíî, ñ
ó÷åòîì âñåõ ýëåìåíòîâ, îò êîòîðûõ çàâèñèò óñïåõ äåëà. Îí áåðåæåò
âðåìÿ è öåíèò ïóíêòóàëüíîñòü.
Àìåðèêàíöû äîâåð÷èâû ïðè âñåé ñâîåé ðàñ÷åòëèâîñòè, èõ íåòðóäíî
îáìàíóòü. Îíè î÷åíü ïðàâäèâû, âðàòü â Àìåðèêå íå ïðèíÿòî, à óëè÷åíèå
âî ëæè ìîæåò íàâñåãäà ðàçðóøèòü ðåïóòàöèþ ÷åëîâåêà. Àìåðèêàíåö æèçíåðàäîñòåí, ïðèâûê óëûáàòüñÿ. Ëþáèò ïîøóòèòü, åãî øóòêè, êàê ïðàâèëî, íåçàòåéëèâû, äîáð è èíîãäà äàæå ùåäð. Àìåðèêàíöû ñàìîñòîÿòåëüíû è
íåçàâèñèìû. Îíè îáîæàþò êîíêóðèðîâàòü, î÷åíü ëþáÿò äîñòèæåíèÿ, ðåêîðäû, ïîñòîÿííî ñîðåâíóþòñÿ äðóã ñ äðóãîì. Ïðàãìàòèçì àìåðèêàíöåâ
ïðîÿâëÿåòñÿ â òîì, ÷òî ïðè äåëîâûõ áåñåäàõ, íà ïåðåãîâîðàõ îíè êîíöåíòðèðóþò ñâîå âíèìàíèå íà ïðîáëåìå, ïîäëåæàùåé îáñóæäåíèþ, ïðè÷åì
ñòðåìÿòñÿ âûÿâèòü è îáñóäèòü íå òîëüêî îáùèå âîçìîæíûå ïîäõîäû ê
ðåøåíèþ, íî è äåòàëè, ñâÿçàííûå ñ ðåàëèçàöèåé äîãîâîðåííîñòåé.  äåëîâîì îáùåíèè àìåðèêàíöû ýíåðãè÷íû, íàñòðîåíû íà èíòåíñèâíóþ ðàáîòó.
Ñòèëü äåëîâîãî îáùåíèÿ îòëè÷àåòñÿ ïðîôåññèîíàëèçìîì.  àìåðèêàíñêîé äåëåãàöèè òðóäíî âñòðåòèòü ÷åëîâåêà, íå êîìïåòåíòíîãî â
îáñóæäàåìûõ âîïðîñàõ.
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Äåìîêðàòèçì àìåðèêàíöåâ â äåëîâîì îáùåíèè ïðîÿâëÿåòñÿ â ñòðåìëåíèè ê íåôîðìàëüíîé àòìîñôåðå ïðè âåäåíèè ïåðåãîâîðîâ è äåëîâûõ
áåñåä, â îòêàçå îò ñòðîãîãî ñëåäîâàíèÿ ïðîòîêîëó. Îíè öåíÿò øóòêè è
õîðîøî ðåàãèðóþò íà íèõ, ñòàðàþòñÿ ïîä÷åðêíóòü äðóæåëþáèå è îòêðûòîñòü.
Ôðàíöóçû – îäíà èç ñàìûõ ñòàðåéøèõ è ñàìîáûòíûõ íàöèé íà
åâðîïåéñêîì êîíòèíåíòå, èìåþùàÿ áîãàòóþ èñòîðèþ è êóëüòóðó.
 ïðîøëîì Ôðàíöèÿ îêàçàëà çíà÷èòåëüíîå âëèÿíèå íà ôîðìèðîâàíèå
äåëîâîãî ýòèêåòà, äèïëîìàòè÷åñêîãî ïðîòîêîëà.
Ôðàíöóçû ñêîðåå ãàëàíòíû, ÷åì âåæëèâû, ñêåïòè÷íû è ðàñ÷åòëèâû, õèòðîóìíû è íàõîä÷èâû.  òî æå âðåìÿ îíè âîñòîðæåííû, äîâåð÷èâû, âåëèêîäóøíû.
Ôðàíöóçû áëàãîðîäíû è òî÷íû, íî è íåòåðïèìû. Ïðåäïî÷èòàþò âåñòè ïåðåãîâîðû íà ôðàíöóçñêîì ÿçûêå, ïðè ýòîì íåîáõîäèìî ó÷èòûâàòü, ÷òî îíè äîâîëüíî ÷óâñòâèòåëüíû ê îøèáêàì èíîñòðàíöåâ âî ôðàíöóçñêîì ÿçûêå. Îäíàêî åñëè âàø ôðàíöóçñêèé ïàðòíåð çàãîâîðèë âäðóã
ïî-àíãëèéñêè èëè ïî-ðóññêè, ñ÷èòàéòå, ÷òî íà ýòîò äåíü âû ïîëó÷èëè
ñàìóþ áîëüøóþ óñòóïêó. Äåëîâûå ïåðåãîâîðû, êàê ïðàâèëî, íà÷èíàþòñÿ â 11 ÷àñîâ óòðà. Ïðåäïî÷òåíèå îòäàåòñÿ âèíó íà âñå ñëó÷àè æèçíè.
Âî âðåìÿ äåëîâîãî ïðèåìà î äåëàõ ãîâîðÿò òîëüêî ïîñëå òîãî, êàê
ïîäàåòñÿ êîôå. Âî Ôðàíöèè íå ïðèíÿòî îáðàùàòüñÿ ê ñîáåñåäíèêó ïî
èìåíè, åñëè òîëüêî îí ñàì îá ýòîì íå ïîïðîñèë. Îáû÷íî óïîòðåáëÿþò
«ìñüå», îáðàùàÿñü ê ìóæ÷èíå, è «ìàäàì» îáðàùàÿñü ê æåíùèíå.  äåëîâîì ìèðå ê æåíùèíàì îáðàùàþòñÿ ñî ñëîâîì «ìàäàì» íåçàâèñèìî îò
èõ ñåìåéíîãî ïîëîæåíèÿ. Ìóæ÷èíû, êàê ïðàâèëî, îáìåíèâàþòñÿ ðóêîïîæàòèåì.
 äåëîâîé æèçíè Ôðàíöèè áîëüøîå çíà÷åíèå èìåþò ëè÷íûå ñâÿçè
è çíàêîìñòâà. Ôðàíöóçñêèå áèçíåñìåíû òùàòåëüíî ãîòîâÿòñÿ ê ïðåäñòîÿùèì ïåðåãîâîðàì. Îíè èìåþò îáûêíîâåíèå äîñêîíàëüíî èçó÷àòü
âñå àñïåêòû è ïîñëåäñòâèÿ ïîñòóïàþùèõ ïðåäëîæåíèé. Îòñþäà çàìåäëåííûé òåìï ïåðåãîâîðîâ.
Îíè èñêóñíî îòñòàèâàþò òîò èëè èíîé ïðèíöèï èëè ñâîþ ïîçèöèþ, íî íå ñêëîííû ê òîðãó. Íà ïåðåãîâîðàõ ÷àñòî âûáèðàþò òèï
âçàèìîäåéñòâèÿ. Íå ëþáÿò ñòàëêèâàòüñÿ â õîäå ïåðåãîâîðîâ ñ íåîæèäàííûìè èçìåíåíèÿìè â ïîçèöèÿõ.
Àíãëè÷àíå – èäåàëîì äëÿ àíãëè÷àí ñëóæàò íåçàâèñèìîñòü, îáðàçîâàííîñòü, âíóòðåííåå ñàìîóâàæåíèå, ÷åñòíîñòü è áåñêîðûñòíîñòü, òàêò,
èçÿùåñòâî ìàíåð, èçûñêàííàÿ âåæëèâîñòü, ñïîñîáíîñòü ïîæåðòâîâàòü
âðåìåíåì è äåíüãàìè äëÿ õîðîøåãî äåëà, îòñóòñòâèå ÷âàíñòâà è õâàñòîâñòâà.
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Íå ñëåäóåò íà÷èíàòü ïåðåãîâîðû ñ àíãëèéñêèìè ôèðìàìè áåç òùàòåëüíîé ïîäãîòîâêè è ñîãëàñîâàíèÿ, èìïðîâèçàöèè çäåñü íåäîïóñòèìû. Òðàäèöèîííî ïåðåãîâîðû íà÷èíàþòñÿ ñ îáñóæäåíèÿ ïîãîäû, ñïîðòà
è ò.ä.
Ïîçèöèÿ ëþáîé àíãëèéñêîé ôèðìû íà ïåðåãîâîðàõ, êàê ïðàâèëî,
æåñòêàÿ. Ïåðåãîâîðû âåäóòñÿ ñ ïðèâëå÷åíèåì ìíîãî÷èñëåííîãî ôàêòè÷åñêîãî, ñïðàâî÷íîãî è ñòàòèñòè÷åñêîãî ìàòåðèàëà. Ïðîñ÷èòûâàåòñÿ
êàæäàÿ ïîçèöèÿ, ñòðîãî ôèêñèðóåòñÿ êàæäàÿ äåòàëü, êàæäûé ïàðàìåòð êîíòðàêòà.
Äëÿ àíãëèéñêîãî áèçíåñà õàðàêòåðíà êàñòîâîñòü. Ýòî, ñ îäíîé ñòîðîíû,
îïðåäåëÿåò åãî âûñîêèé ïðîôåññèîíàëüíûé óðîâåíü, à ñ äðóãîé – ïðåïÿòñòâóåò ïðèòîêó ñâåæèõ ñèë. Äëÿ áèçíåñìåíîâ íåìàëîâàæíîå çíà÷åíèå èìååò ïîñåùåíèå òàêèõ çðåëèùíûõ ìåðîïðèÿòèé, êàê òåííèñíûå òóðíèðû,
ñêà÷êè è ò.ï. Âñå ýòî íàäî ó÷èòûâàòü, ÷òîáû ðàñïîëîæèòü ê ñåáå àíãëèéñêîãî áèçíåñìåíà. Óñòàíîâèâ ñ íèì êîíòàêò, âû ïðèîáðåòàåòå íå òîëüêî
äåëîâîãî ïàðòíåðà íà äàííûé ìîìåíò, íî è îñíîâó äëÿ óñòàíîâëåíèÿ äëèòåëüíûõ äåëîâûõ âçàèìîîòíîøåíèé, êîòîðûå â áóäóùåì ïðèíåñóò âàøåìó
ïðåäïðèÿòèþ íåìàëóþ âûãîäó.
Àíãëè÷àíàì ïðèñóùè òàêæå òàêèå ÷åðòû, êàê ñäåðæàííîñòü, ñêëîííîñòü ê íåäîñêàçàííîñòè, ùåïåòèëüíîñòü (îíà çàñòàâëÿåò èõ áûòü çàìêíóòûìè è íåîáùèòåëüíûìè ñ íåçíàêîìûìè ëþäüìè), ïî÷èòàíèå ñîáñòâåííîñòè, ïðåäïðèèì÷èâîñòü, äåëîâèòîñòü.
Àíãëèéñêèå òðàäèöèè ïðåäïèñûâàþò ñäåðæàííîñòü â ñóæäåíèÿõ
êàê çíàê óâàæåíèÿ ê ïàðòíåðó. Ïîòîìó îíè ñêëîííû èçáåãàòü êàòåãîðè÷åñêèõ óòâåðæäåíèé èëè îòðèöàíèé, èñïîëüçóÿ ïðè ýòîì ðàçíîîáðàçèå ââîäíûõ îáîðîòîâ òèïà: «Ìíå êàæåòñÿ», «ß äóìàþ», «Âîçìîæíî» è ò.ä.
Èíîñòðàííûé ïàðòíåð, êîòîðûé ïðèâûê ñ÷èòàòü, ÷òî ìîë÷àíèå –
çíàê ñîãëàñèÿ, ÷àñòî îøèáî÷íî ïîëàãàåò, ÷òî óáåäèë àíãëè÷àíèíà â
ñâîåé ïðàâîòå. Óìåíèå òåðïåëèâî âûñëóøàòü ñîáåñåäíèêà, íå âîçðàæàÿ åìó, äàëåêî íå âñåãäà â Áðèòàíèè îçíà÷àåò ñîãëàñèå. Àíãëè÷àíå
ñ÷èòàþò ñàìîîáëàäàíèå ãëàâíûì äîñòîèíñòâîì ÷åëîâå÷åñêîãî õàðàêòåðà. Ñ àíãëèéñêèìè ïàðòíåðàìè íèêîãäà íå íóæíî áîÿòüñÿ ìîë÷àòü. Ãðóáûì ïîâåäåíèåì ñ÷èòàåòñÿ, êîãäà ÷åëîâåê ñëèøêîì ìíîãî
ãîâîðèò, ò. å., ïî ìíåíèþ àíãëè÷àíèíà, ñèëîé íàâÿçûâàåò ñåáÿ äðóãèì.
Ïóíêòóàëüíîñòü â Âåëèêîáðèòàíèè – æåñòêîå ïðàâèëî. Ñëåäóåò èìåòü â
âèäó, ÷òî àíãëè÷àíå ïðèíèìàþò ðåøåíèå ìåäëåííåå, ÷åì, íàïðèìåð ôðàíöóçû. Íà ÷åñòíîå ñëîâî àíãëè÷àí ìîæíî ïîëîæèòüñÿ.  ïåðåãîâîðàõ îíè
äîñòàòî÷íî ãèáêè è îõîòíî îòêëèêàþòñÿ íà èíèöèàòèâó ïàðòíåðà. Òðàäèöèÿ äëÿ íèõ – óìåíèå èçáåãàòü îñòðûõ óãëîâ âî âðåìÿ ïåðåãîâîðîâ.
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Íåìöû ïîëüçóþòñÿ ðåïóòàöèåé íàöèè ñ õîðîøèì õàðàêòåðîì. Èì
ïðèñóùè ÷åñòíîñòü è äåëîâèòîñòü. Ïî ñâîåìó òåìïåðàìåíòó íåìöåâ
íóæíî îòíåñòè ê ôëåãìàòèêàì.
Íåìöû îòëè÷àþòñÿ òðóäîëþáèåì, ïðèëåæàíèåì, ïóíêòóàëüíîñòüþ,
áåðåæëèâîñòüþ, ðàöèîíàëüíîñòüþ, îðãàíèçîâàííîñòüþ, ïåäàíòè÷íîñòüþ, ñêåïòè÷íîñòüþ, ñåðüåçíîñòüþ, ðàñ÷åòëèâîñòüþ, ñòðåìëåíèåì ê
óïîðÿäî÷åííîñòè.
Íåìöû â ïåðåãîâîðàõ ïðèâåòñòâóþò êàòåãîðè÷íîå «íåò». Àâñòðèéöû âñåãäà ïîñòàðàþòñÿ îñòàâèòü â ïåðåãîâîðàõ âîçìîæíîñòü ïðîäîëæèòü èõ.
Âûñîêèé ïðîôåññèîíàëèçì è áåçóñëîâíîå âûïîëíåíèå ïðèíÿòûõ
íà ñåáÿ îáÿçàòåëüñòâ ñïîñîáñòâóþò íàëàæèâàíèþ äîëãîñðî÷íûõ äåëîâûõ ñâÿçåé ñ íåìåöêèìè ôèðìàìè. Ñâîåé ïóíêòóàëüíîñòüþ ïî-íåìåöêè âû ñðàçó çàñëóæèòå óâàæåíèå âàøèõ íåìåöêèõ êîëëåã, ÷òî áëàãîòâîðíî ñêàæåòñÿ íà ìèêðîêëèìàòå íà ïåðåãîâîðàõ. Âðåìÿ ïðåäñòîÿùåé
âñòðå÷è îáÿçàòåëüíî ñîãëàñîâûâàåòñÿ, ÷òî ìîæíî ñäåëàòü ïî òåëåôîíó.
Âñå îáåùàíèÿ, äàííûå â ïðîöåññå òåëåôîííîãî ðàçãîâîðà, êàê ïðàâèëî, âûïîëíÿþòñÿ.
Íåìöû ïðåäïî÷èòàþò ïåðåãîâîðû, â êîòîðûõ îíè ñ äîñòàòî÷íîé
î÷åâèäíîñòüþ âèäÿò âîçìîæíîñòü íàõîæäåíèÿ ðåøåíèÿ. Îíè òùàòåëüíî ïðîðàáàòûâàþò ñâîþ ïîçèöèþ, ëþáÿò îáñóæäàòü âîïðîñû ïîñëåäîâàòåëüíî îäèí çà äðóãèì.
Öåðåìîíèÿ ïðåäñòàâëåíèÿ è çíàêîìñòâà ñîîòâåòñòâóåò ìåæäóíàðîäíûì ïðàâèëàì: ðóêîïîæàòèå è îáìåí âèçèòíûìè êàðòî÷êàìè.
Ïðè çàêëþ÷åíèè ñäåëîê íåìöû áóäóò íàñòàèâàòü íà æåñòêîì âûïîëíåíèè ïðèíÿòûõ îáÿçàòåëüñòâ, à òàêæå óïëàòå âûñîêèõ øòðàôîâ â
ñëó÷àå èõ íåâûïîëíåíèÿ. Îíè ìîãóò òðåáîâàòü ïðåäîñòàâëåíèÿ çíà÷èòåëüíîãî ãàðàíòèéíîãî ïåðèîäà íà ïîñòàâëÿåìûé ê íèì òîâàð, à òàêæå
çàëîãà íà ñëó÷àé ïîñòàâêè íåäîáðîêà÷åñòâåííîãî òîâàðà.  õîäå ïåðåãîâîðîâ íåìöû äîâîëüíî ïðîôåññèîíàëüíû è îôèöèàëüíû. Îáðàùàòüñÿ ñëåäóåò ïî ôàìèëèè, íàïðèìåð, «ãîñïîäèí Øìèäò» (à åñëè åñòü
òèòóë, òî ñ óêàçàíèåì òèòóëà), à íå ïî èìåíè, êàê ïðèíÿòî ó àìåðèêàíöåâ.
Èòàëüÿíöû ýêñïàíñèâíû, ãîðÿ÷è, ïîðûâèñòû, îòëè÷àþòñÿ áîëüøîé îáùèòåëüíîñòüþ. Èòàëüÿíåö ñî÷åòàåò â ñåáå ôðàíöóçñêóþ æèâîñòü è âåñåëîñòü ñ èñïàíñêîé ñåðüåçíîñòüþ è òâåðäîñòüþ. Åãî ýñòåòè÷åñêèé õàðàêòåð – ýòî âêóñ, ñîåäèíåííûé ñ àôôåêòîì. Ñóùåñòâóþùàÿ
â ñòðàíå ïðàêòèêà äåëîâûõ ïåðåãîâîðîâ íå îòëè÷àåòñÿ ñóùåñòâåííî îò
íîðì áîëüøèíñòâà åâðîïåéñêèõ ñòðàí. Áîëüøîå çíà÷åíèå èòàëüÿíñêèå
áèçíåñìåíû ïðèäàþò òîìó, ÷òîáû ïåðåãîâîðû âåëèñü ìåæäó ëþäüìè,
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çàíèìàþùèìè ïðèìåðíî ðàâíîå ïîëîæåíèå íà ïðåäïðèÿòèè, â äåëîâîì ìèðå. Ïîýòîìó ïåðåä äåëîâûìè âñòðå÷àìè èòàëüÿíöû ñòàðàþòñÿ
óçíàòü òðóäîâóþ áèîãðàôèþ ïîòåíöèàëüíûõ ïàðòíåðîâ, èõ âîçðàñò,
çàíèìàåìóþ äîëæíîñòü.  Èòàëèè ñ÷èòàåòñÿ, ÷òî íåîôèöèàëüíàÿ îáñòàíîâêà, â êîòîðîé ìîãóò âåñòèñü ïåðåãîâîðû, ñïîñîáñòâóåò ñãëàæèâàíèþ âîçìîæíûõ ïðîòèâîðå÷èé, ïðåäîñòàâëÿåò âîçìîæíîñòü áîëåå
ñâîáîäíî âûñêàçàòü êðèòè÷åñêèå çàìå÷àíèÿ â àäðåñ ïàðòíåðà, íå ðèñêóÿ âûçâàòü åãî íåóäîâîëüñòâèå. Èòàëüÿíñêèå áèçíåñìåíû ÷óâñòâèòåëüíû ê ñîáëþäåíèþ îñíîâíûõ ïðàâèë äåëîâîé ýòèêè.
Èñïàíöû ïî ñâîåìó õàðàêòåðó ñåðüåçíû, îòêðûòû, ãàëàíòíû, ÷åëîâå÷íû, îáëàäàþò áîëüøèì ÷óâñòâîì þìîðà è ñïîñîáíîñòüþ ðàáîòàòü â
êîìàíäå.
Ñêëîííîñòü èñïàíöåâ îïàçäûâàòü íà âñòðå÷ó ÿâëÿåòñÿ ïðåäìåòîì
øóòîê. Ñòèëü âåäåíèÿ ïåðåãîâîðîâ ìåíåå äèíàìè÷åí, ÷åì ñ àìåðèêàíñêèìè è ÿïîíñêèìè ôèðìàìè. Ðåãëàìåíò âñòðå÷ íå âñåãäà ñîáëþäàåòñÿ
èç-çà òîãî, ÷òî èñïàíöû ëþáÿò ìíîãî ãîâîðèòü. Èñïàíñêèå áèçíåñìåíû áîëüøîå çíà÷åíèå ïðèäàþò òîìó, ÷òîáû ïåðåãîâîðû âåëèñü ìåæäó
ëþäüìè, çàíèìàþùèìè â äåëîâîì ìèðå ðàâíîå ïîëîæåíèå.
Åñëè âû ñîáèðàåòåñü äåëàòü áèçíåñ â Èñïàíèè, òî î ñâîåì ïðèáûòèè â ñòðàíó íóæíî îáÿçàòåëüíî ñîîáùàòü ïàðòíåðàì. Íå ñëåäóåò íàçíà÷àòü âñòðå÷ó â ïîëäåíü – ÷àñ ñèåñòû. Êàê ïðàâèëî, ïåðåãîâîðû
ïðîõîäÿò ñ ó÷àñòèåì îäíîãî èëè íåñêîëüêèõ ïàðòíåðîâ è òðàäèöèîííî
íà÷èíàþòñÿ ñ îáñóæäåíèÿ ïîãîäû, ñïîðòà, äîñòîïðèìå÷àòåëüíîñòåé
ãîðîäà è ò.ä.
Øâåäû èçâåñòíû ñâîåé ãëóáîêî óêîðåíèâøåéñÿ ëþòåðàíñêîé äåëîâîé
ýòèêîé, êîòîðàÿ íàèáîëåå áëèçêà ê íåìåöêîé, íî íå ñòîëü ñóõà.
Ê õàðàêòåðíûì ÷åðòàì øâåäñêèõ áèçíåñìåíîâ îòíîñÿòñÿ ïðèëåæíîñòü, ïóíêòóàëüíîñòü, àêêóðàòíîñòü, ñåðüåçíîñòü, îñíîâàòåëüíîñòü,
ïîðÿäî÷íîñòü è íàäåæíîñòü â îòíîøåíèÿõ. Óðîâåíü èõ êâàëèôèêàöèè
î÷åíü âûñîê, â ñâîèõ ïàðòíåðàõ îíè îñîáåííî öåíÿò ïðîôåññèîíàëèçì.
Îíè ïåäàíòû, à ïîòîìó íå íàçûâàéòå â ïåðåãîâîðàõ âàøåãî ïàðòíåðà
ïî èìåíè äî òåõ ïîð, ïîêà îí ñàì âàì ýòîãî íå ïðåäëîæèò. Øâåäû
ëþáÿò ïëàíèðîâàòü äåëà çàðàíåå, ïîýòîìó è î äåëîâûõ âñòðå÷àõ ëó÷øå
äîãîâàðèâàòüñÿ çàáëàãîâðåìåííî, à íå â ïîñëåäíþþ ìèíóòó. Íà ïåðåãîâîðû ÿâëÿþòñÿ â òî÷íî íàçíà÷åííîå âðåìÿ, îòêëîíåíèå îò êîòîðîãî
íå äîëæíî ïðåâûøàòü 3–5 ìèíóò, â èñêëþ÷èòåëüíûõ ñëó÷àÿõ – äî
15 ìèíóò. Øâåäû ñäåðæàííû è îáû÷íî, â ïðîòèâîïîëîæíîñòü èòàëüÿíöàì, íå âûðàæàþò ÿðêî ñâîèõ ýìîöèé. Ê ïåðåãîâîðàì ñ íèìè íåîáõîäèìî òùàòåëüíî ãîòîâèòüñÿ, ò. ê. îíè ëþáÿò ðàññìàòðèâàòü âñå âîïðîñû
â ìåëü÷àéøèõ äåòàëÿõ. Áåç ýòîãî âðÿä ëè ìîæíî äîñòè÷ü æåëàåìîãî
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óñïåõà. Äðóæåñêèå ñâÿçè è îòíîøåíèÿ èãðàþò îñîáóþ ðîëü â ðàçâèòèè
áèçíåñà.
Ãîëëàíäöû – àêêóðàòíûå, òðóäîëþáèâûå ëþäè. Ïðèïèñûâàåìàÿ èì
ñêóïîñòü íå ïðèñóùà èì, ýòî ñêîðåå áåðåæëèâîñòü è ðàöèîíàëèçì
ïîâåäåíèÿ. Îäíî èç ïðîÿâëåíèé áîëüøîãî æèçíåëþáèÿ ãîëëàíäöå⠖
èõ íåîáû÷àéíàÿ çàáîòà î äåòÿõ è âíèìàíèå ê íèì. Ãîëëàíäöû î÷åíü
öåíÿò â ëþäÿõ ÷óâñòâî þìîðà. Ñåðüåçíûå â ðàáîòå, èíîãäà ìîë÷àëèâûå
äî óãðþìîñòè îíè óìåþò âåñåëèòüñÿ.
Øîòëàíäöû – íàèáîëåå õàðàêòåðíûå ÷åðòû – äåÿòåëüíîñòü è ïðîñòîòà. Îíè íèãäå íå æèâóò ïðàçäíî, è åñëè óæ âîçüìóòñÿ çà äåëî, èì
ðåäêî ÷òî íå óäàåòñÿ. Ðàçëè÷èå ìåæäó àíãëè÷àíèíîì è øîòëàíäöåì
îãðîìíî. Ó øîòëàíäöåâ î÷åíü ñèëüíî ðàçâèòî íàöèîíàëüíîå ÷óâñòâî.
Ñòðåìëåíèå ê áîãàòñòâó è ñòÿæàòåëüñòâî ñòîëü õàðàêòåðíîå äëÿ àíãëè÷àí, øîòëàíäöàì ÷óæäî. Øîòëàíäñêàÿ öåðêîâü íå ïðèçíàåò íèêàêèõ
ïðàçäíèêîâ, êðîìå âîñêðåñåíèé, êîòîðûå ñîáëþäàþòñÿ î÷åíü ñòðîãî
è ñóðîâî.
Èðëàíäöû – ñòðàñòíûé, óâëåêàþùèéñÿ, ïîäâèæíûé, âåòðåíûé íðàâ
ñîñòàâëÿåò ãëàâíóþ îñíîâó èðëàíäñêîãî õàðàêòåðà. Ðåäêèé ÷åëîâåê èíîé
íàöèè äîâîëüñòâóåòñÿ íàñòîëüêî ìàëûì, êàê èðëàíäåö. Íåñìîòðÿ íà
âñþ ñâîþ îòêðîâåííîñòü è ÷èñòîñåðäå÷íîñòü, îí õèòåð ñî ñâîèìè âðàãàìè, ìîæåò ñïðÿòàòüñÿ çà ìàñêîé áîëüøîãî ïðîñòîäóøèÿ è ãëóïîñòè.
Âåçäå âûêàçûâàåò ïîíÿòëèâîñòü è ëþáîçíàòåëüíîñòü. Èðëàíäåö îäàðåí
ïîýòè÷åñêîé íàòóðîé, áîãàòîé ôàíòàçèåé, ïðîñòîñåðäå÷èåì è äîâåðèåì êî âñåì, êòî ñêàæåò åìó äîáðûå ñëîâà, çà èñêëþ÷åíèåì àíãëè÷àí.
Îí ãîòîâ îêàçàòü âñÿêîìó âñåâîçìîæíóþ óñëóãó, ïîäåëèòüñÿ âñåì,
÷òî èìååò, íî â òî æå âðåìÿ èç-çà ìàëåéøåãî ïðîòèâîðå÷èÿ, èç-çà
îäíîãî íåïîíðàâèâøåãîñÿ ñëîâà îí ìîæåò âñïûëèòü, íàãîâîðèòü äåðçîñòåé. Ó ïðåäñòàâèòåëåé ýòîé íàöèè èìååòñÿ ñêëîííîñòü ê ëåíè è
áåñïîðÿäî÷íîñòè, à òàêæå ñòðàñòü ê ïüÿíñòâó.
Íîðâåæöû ïðåâîñõîäíî ñëîæåíû, ñòðîéíû, ñèëüíû, ìóæåñòâåííû, ñìåëû è î÷åíü ãîðäÿòñÿ ñâîåé ñèëîé. Íà íèõ ëåæèò ïå÷àòü äèêîé
ýíåðãèè è ïàòðèàðõàëüíîñòè. Èì ïðèñóùà áåñêîðûñòíàÿ ãîòîâíîñòü
ïîìî÷ü áëèæíåìó âî âñÿêîì íåñ÷àñòüå. ×åñòíîñòü íîðâåæöåâ âîøëà â
ïîãîâîðêè. Îíè ñòðàñòíî ëþáÿò ñâîþ ðîäèíó. Ñàìàÿ âûäàþùàÿñÿ ÷åðòà
õàðàêòåðà íîðâåæöà – ãîñòåïðèèìñòâî. Âåëèêà ëþáîâü ýòîãî íàðîäà ê
óäîâîëüñòâèÿì, ïèðàì, âåñåëüþ è âûïèâêàì ñîîáùà.
Êèòàéöû. Ðàññìàòðèâàÿ õàðàêòåðíûå îñîáåííîñòè ïåðåãîâîðîâ ñ
êèòàéñêèìè ïàðòíåðàìè, íàäî èìåòü â âèäó, ÷òî âî âðåìÿ äåëîâûõ
âñòðå÷ îíè î÷åíü âíèìàòåëüíû ê ñáîðó èíôîðìàöèè îòíîñèòåëüíî ïðåäìåòà îáñóæäåíèÿ, à òàêæå ïàðòíåðîâ ïî ïåðåãîâîðàì, ê ôîðìèðîâàíèþ
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«äóõà äðóæáû», êîòîðûé îíè îòîæäåñòâëÿþò ñ õîðîøèìè ëè÷íûìè
îòíîøåíèÿìè ïàðòíåðîâ. «Äóõ äðóæáû» íà ïåðåãîâîðàõ äëÿ íèõ èìååò î÷åíü áîëüøîå çíà÷åíèå. Íà ïåðåãîâîðàõ íå ñëåäóåò îæèäàòü, ÷òî
êèòàéñêèé ïàðòíåð ïåðâûì âûñêàæåò ñâîþ òî÷êó çðåíèÿ, ïåðâûì
ñäåëàåò ïðåäëîæåíèå è ò. ä. Ïðè ïðîâåäåíèè ïåðåãîâîðîâ íà êèòàéñêîé òåððèòîðèè (îíè î÷åíü ëþáÿò ïðîâîäèòü èõ ó ñåáÿ äîìà) êèòàéöû ìîãóò ñîñëàòüñÿ íà òî, ÷òî, ñîãëàñíî èõ òðàäèöèÿì, ãîñòü ãîâîðèò ïåðâûì.
Åñëè æå âû áóäåòå ïûòàòüñÿ âñå æå ïîëó÷èòü âíà÷àëå èíôîðìàöèþ
îò êèòàéñêîé ñòîðîíû, òî ÷àùå âñåãî òàêèå ïîïûòêè îêàæóòñÿ áåçðåçóëüòàòíûìè. Èíôîðìàöèÿ áóäåò ñîäåðæàòü îáùèå ïîëîæåíèÿ.
Óñòóïêè êèòàéñêàÿ ñòîðîíà îáû÷íî äåëàåò ïîä êîíåö ïåðåãîâîðîâ,
ïîñëå òîãî, êàê îöåíèò âîçìîæíîñòè ïàðòíåðà. Â ìîìåíò, êîãäà êàæåòñÿ, ÷òî ïåðåãîâîðû çàøëè â òóïèê, êèòàéöû âäðóã ìîãóò âíåñòè íîâûå ïðåäëîæåíèÿ, ïðåäëàãàþùèå óñòóïêè, ÷òî äàñò âîçìîæíîñòü ïðîäîëæèòü ïåðåãîâîðû.
Îêîí÷àòåëüíûå ðåøåíèÿ îáû÷íî ïðèíèìàþòñÿ êèòàéñêèìè ó÷àñòíèêàìè íå çà ñòîëîì ïåðåãîâîðîâ ñ ïàðòíåðîì, à äîìà.
Êîðåéöû. Áèçíåñìåíû èç ðåñïóáëèêè Þæíàÿ Êîðåÿ â ñîîòâåòñòâèè
ñ êîíôóöèàíñêîé ìîðàëüþ âûñîêî ñòàâÿò ëè÷íîå îáùåíèå, ëè÷íûé
êîíòàêò ñ ïàðòíåðîì, áåç êîòîðûõ â Êîðåå íåâîçìîæíî ðåøèòü íè
îäíîé ïðîáëåìû. Êîðåéöû âñåãäà íàñòàèâàþò íà ëè÷íîé âñòðå÷å.
 ñâîåé ìàññå îíè ÿâëÿþòñÿ îòêðûòûìè, îáùèòåëüíûìè, î÷åíü âåæëèâûìè è õîðîøî âîñïèòàííûìè ëþäüìè, ïîýòîìó áóäåò óìåñòíûì ïîìíèòü, ÷òî òåïëîå îòíîøåíèå ê âàì ìîæåò è íå îçíà÷àòü, ÷òî âàì
óäàëîñü òàê óæ çàèíòåðåñîâàòü âàøèõ ïàðòíåðîâ ñâîèìè ïðåäëîæåíèÿìè. Îíè ïðîñòî ïðîÿâëÿþò âåæëèâîñòü, è âû äîëæíû îòâå÷àòü òåì æå.
Êîðåéñêèå áèçíåñìåíû ñ÷èòàþòñÿ âåñüìà íàïîðèñòûìè è àãðåññèâíûìè ïðè âåäåíèè ïåðåãîâîðîâ. Îáû÷íî ïåðåãîâîðû, îñîáåííî ïåðâîíà÷àëüíûå, èìåþò äîâîëüíî äëèòåëüíóþ ïðîòîêîëüíóþ ÷àñòü. Äëÿ íèõ
õàðàêòåðíà ÿñíîñòü è ÷åòêîñòü âûðàæåíèÿ ïðîáëåì è ïóòåé èõ ðåøåíèÿ.
Êîðåéöû íå ïðèâûêëè îòêðûòî âûðàæàòü íåñîãëàñèå ñ ïàðòíåðîì,
äîêàçûâàòü åãî íåïðàâîòó (ýòîãî îíè òàêæå æäóò îò ñîáåñåäíèêà).
Íå ðåêîìåíäóåòñÿ â áåñåäàõ ñ íèìè óïîòðåáëÿòü âûðàæåíèÿ «íàäî
ïîäóìàòü», «ðåøèòü ýòîò âîïðîñ áóäåò íå òàê ïðîñòî», «ïðåäëîæåíèå
íóæäàåòñÿ â äëèòåëüíîì èçó÷åíèè» è ò. ï. Ýòî áóäåò âîñïðèíÿòî èìè
êàê êîíñòàòàöèÿ íåïðèåìëåìîñòè èäåè íà äàííîì ýòàïå ïåðåãîâîðîâ,
õîòÿ ïàðòíåð õîòåë âûðàçèòü ãîòîâíîñòü ê äëèòåëüíûì óñèëèÿì ïî
âûÿñíåíèþ âîçìîæíîñòåé ðåàëèçàöèè èäåè.
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Àðàáû.  àðàáñêèõ ñòðàíàõ áîëüøîå çíà÷åíèå ïðèäàåòñÿ èñëàìñêèì òðàäèöèÿì. Àðàáñêîå ïðèâåòñòâèå ïðåâðàùàåòñÿ â îòëè÷èå îò ñóõîãî è êîðîòêîãî åâðîïåéñêîãî â öåëóþ ïðîöåäóðó, îíî ñîïðîâîæäàåòñÿ ðàññïðîñàìè î
çäîðîâüå, î äåëàõ. Ðå÷ü àðàáñêîãî ñîáåñåäíèêà ñîïðîâîæäàåòñÿ ÷àñòûìè
îáðàùåíèÿìè ê Àëëàõó, óïîâàíèåì íà åãî ïîìîùü â çàâåðøåíèè ïðåäñòîÿùèõ äåë (ýòî îáû÷íàÿ ôîðìóëà âåæëèâîñòè).
Êóëüòóðíàÿ äèñòàíöèÿ ìåæäó áåñåäóþùèìè àðàáàìè îáû÷íî êîðî÷å, ÷åì îíà ïðèíÿòà ó åâðîïåéöåâ. Áåñåäóþùèå ïî÷òè êàñàþòñÿ äðóã
äðóãà, ÷òî ñâèäåòåëüñòâóåò î âçàèìíîì äîâåðèè.
Ïðè ïåðâîì çíàêîìñòâå âàø àðàáñêèé ñîáåñåäíèê âûðàæàåò âàì ðàäóøèå
è ëþáåçíîñòü. Ýòî íå ïðèòâîðñòâî, à äàíü òðàäèöèè. Ïîñëåäóþùàÿ áåñåäà
ìîæåò ïðîõîäèòü ìåíåå ãëàäêî. Àðàáñêèå ñîáåñåäíèêè âñÿ÷åñêè èçáåãàþò
îïðåäåëåííîñòè, ÷åòêèõ îòâåòîâ «äà» èëè «íåò». Âçàìåí ñëåäóþò òóìàííûå
îáîðîòû òèïà «Èíàëëà» («Åñëè Àëëàõó áóäåò óãîäíî»). Àðàáñêîå ïîíèìàíèå
ýòèêåòà çàïðåùàåò ñîáåñåäíèêó ïðèáåãàòü ê ïðÿìîëèíåéíûì îòâåòàì, áûòü
êàòåãîðè÷íûì, àðàáû âî âðåìÿ áåñåäû èçáåãàþò òàêæå ñóåòëèâîñòè, ïîñïåøíîñòè. Ñ÷èòàåòñÿ íåîáõîäèìûì îñòàâèòü âîçìîæíîñòü äëÿ ïîñëåäóþùèõ êîíòàêòîâ. Îòêàç îò ñäåëêè ñîïðîâîæäàåòñÿ îãîâîðêàìè, ïîõâàëàìè â
ïîëüçó îáñóæäàåìîãî ïðåäëîæåíèÿ.
Èñëàìñêàÿ ìîðàëü îòíîñèò òîðãîâëþ ê ïðåñòèæíîìó, ïî÷èòàåìîìó
çàíÿòèþ.
Òîðãîâàÿ ñäåëêà ó àðàáî⠖ âñåãäà ìàëåíüêèé ñïåêòàêëü. Ïðèãëàøàÿ ñîâåðøèòü ñäåëêó, àðàáñêèé êóïåö ñòàíîâèòñÿ «ñàìà ëþáåçíîñòü».
Ïåðâàÿ íàçâàííàÿ öåíà âñåãäà ìíîãîêðàòíî çàâûøåíà. Õîçÿèí íà÷èíàåò òîâàð âñÿ÷åñêè ðàñõâàëèâàòü òîâàð. Ïîêóïàòåëü ñòðåìèòñÿ ñáèòü öåíó.
Ïðîöåññ ïîêóïêè ÷àñòî ñîïðîâîæäàåòñÿ óãîùåíèåì ïðîõëàäèòåëüíûìè íàïèòêàìè, ÷àåì, êîôå.
Äëÿ àðàáîâ îäíèì èç âàæíåéøèõ ýëåìåíòîâ íà ïåðåãîâîðàõ ÿâëÿåòñÿ óñòàíîâëåíèå äîâåðèÿ ìåæäó ïàðòíåðàìè.
 ìóñóëüìàíñêîì ìèðå èíîñòðàíåö íå ìîæåò îáðàùàòüñÿ ñ âîïðîñàìè èëè ïðîñüáàìè ê æåíùèíå, ýòî ñ÷èòàåòñÿ íåïðèëè÷íûì, âñå êîíòàêòû, îáñóæäåíèÿ âåäóòñÿ ñ ìóæ÷èíàìè.
 öåëîì, ïîñêîëüêó àðàáñêèé ìèð äàëåêî íå îäíîðîäåí, ñóùåñòâóþò çíà÷èòåëüíûå ðàçëè÷èÿ â ñòèëÿõ äåëîâîãî îáùåíèÿ ó ïðåäñòàâèòåëåé ðàçëè÷íûõ àðàáñêèõ ãîñóäàðñòâ.
Ïðèâåäåííûå ïðèìåðû ïîêàçûâàþò, ÷òî â êàæäîé ñòðàíå è ó êàæäîãî íàðîäà ñóùåñòâóþò ñâîè òðàäèöèè è îáû÷àè îáùåíèÿ è äåëîâîé
ýòèêè. Ó÷àñòíèêè ìåæäóíàðîäíîãî îáùåíèÿ ïðèäåðæèâàþòñÿ åäèíûõ
íîðì è ïðàâèë, òåì íå ìåíåå íàöèîíàëüíûå è êóëüòóðíûå îñîáåííîñòè
ìîãóò îêàçàòüñÿ âåñüìà çíà÷èìûìè ïðè äåëîâûõ îòíîøåíèÿõ. Çíàíèå
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ýòèõ îñîáåííîñòåé ìîæåò ñëóæèòü ñâîåîáðàçíûì ïóòåâîäèòåëåì, îðèåíòèðîì âîçìîæíîãî ïîâåäåíèÿ ïàðòíåðà.
Ìû ñïåöèàëüíî ïîäðîáíî îñòàíîâèëèñü íà ïðèìåðàõ íàöèîíàëüíûõ
îñîáåííîñòåé ó÷àñòíèêîâ ïåðåãîâîðîâ, ïîêàçàâ âàæíîñòü ó÷åòà èõ â
ïîñòðîåíèè òàêòèêè ïåðåãîâîðîâ, â ïðàâèëüíîì ïîíèìàíèè è îöåíêå
äåéñòâèé ïàðòíåðîâ. Çíàíèå ýòèõ îñîáåííîñòåé è èõ ó÷åò íåîáõîäèìû
â äåëîâîì ïðîòîêîëå, ÷òî áóäåò ïîêàçàíî íèæå.
Åñëè â ðåçóëüòàòå ïðîâåäåííûõ ïåðåãîâîðîâ äîñòèãíóòî ñîãëàñèå
ïî âñåì óñëîâèÿì ñäåëêè, íå ñëåäóåò îòêëàäûâàòü ïîäïèñàíèå êîíòðàêòà íà çàâòðà ïðè âîçìîæíîñòè ïîäïèñàòü åãî ñåãîäíÿ.
Åñëè æå âåäóòñÿ ïåðåãîâîðû ïî èìïîðòó ñ íåñêîëüêèìè ôèðìàìè,
òî íåîáõîäèìî èõ ïðîâîäèòü òàê, ÷òîáû äî ñàìîãî ïîñëåäíåãî ìîìåíòà
ñîõðàíÿòü âîçìîæíîñòü îòêàçà îò ïðîäîëæåíèÿ ïåðåãîâîðîâ íà ñëó÷àé,
åñëè îòïàëà íåîáõîäèìîñòü â òîâàðå èëè ïîëó÷åíî äðóãîå áîëåå âûãîäíîå ïðåäëîæåíèå, èëè èçìåíèëèñü êîíúþíêòóðíûå óñëîâèÿ. Íå ñòðåìèòåñü ê ïîëó÷åíèþ áîëüøîé âûãîäû ïðè ðàçîâîé ñäåëêå. Ëó÷øå ìåíüøàÿ
âûãîäà, íî ïðè ìíîãèõ ñäåëêàõ â òå÷åíèå äëèòåëüíîãî ïåðèîäà.
Ëþáûå ïåðåãîâîðû, ÷åì áû îíè íè çàêîí÷èëèñü, äîëæíû îñòàâëÿòü ó ïàðòíåðà âïå÷àòëåíèå î âàñ, ïóñòü äàæå êàê î íåñêîëüêî æåñòêîì, íî íàäåæíîì ïàðòíåðå.
Åñëè äàæå êîìïðîìèññ íå íàéäåí è ñäåëêà íå ñîñòîÿëàñü, íå ðàññòàâàéòåñü âðàãàìè. Ëó÷øå îñòàâèòü î ñåáå õîðîøåå ìíåíèå è âîñïîìèíàíèå.
 êîíöå ïåðåãîâîðîâ öåëåñîîáðàçíî ïðÿìî ïîñòàâèòü ïåðåä ïàðòíåðîì âîïðîñû, êîòîðûå åùå îñòàëèñü îòêðûòûìè, â ðåøåíèè êîòîðûõ
èìåþòñÿ ïîìåõè è â îòíîøåíèè èõ âû èñïûòûâàåòå îïàñåíèÿ. Åùå ðàç
ïîä÷åðêíèòå îñíîâíûå äîñòîèíñòâà âàøèõ ïðåäëîæåíèé.
Ïåðåãîâîðû ìîãóò áûòü çàâåðøåíû ïîäïèñàíèåì îáñóæäàåìîãî è
ñîãëàñîâàííîãî êîíòðàêòà. Îíè ìîãóò áûòü ïðåðâàíû â ñâÿçè ñ íåîáõîäèìîñòüþ ïðîðàáîòêè âîçíèêøèõ ñëîæíûõ âîïðîñîâ, òðåáóþùèõ âðåìåíè. Ïðè ýòîì ñòîðîíû äîãîâàðèâàþòñÿ îá èõ ïðîäîëæåíèè è óñòàíàâëèâàþò ñðîê íîâîé âñòðå÷è.  ýòîì ñëó÷àå ìîãóò áûòü ïîäïèñàíû
òàêèå äîêóìåíòû, êàê ìåìîðàíäóì, àêòîâàÿ çàìåòêà, â êîòîðûõ èçëàãàþòñÿ äîñòèãíóòûå äîãîâîðåííîñòè, ñîãëàñîâàííûå óñëîâèÿ ïëàíèðóåìîé ñäåëêè. Îíè ïîäïèñûâàþòñÿ îáåèìè ñòîðîíàìè. À ìîæåò áûòü
ñîñòàâëåí òàê íàçûâàåìûé ïðîòîêîë î íàìåðåíèÿõ. Ñëåäóåò èìåòü â
âèäó, ÷òî ýòîò äîêóìåíò þðèäè÷åñêîé ñèëû íå èìååò. Íóæåí îí èíîãäà áûâàåò äëÿ òîãî, ÷òîáû äàòü ïîðó÷åíèå èñïîëíèòåëÿì îñóùåñòâèòü
òå äåéñòâèÿ, êîòîðûå â íåì çàïèñàíû (ïîäãîòîâèòü äîêóìåíò, íàïðàâèòü îáðàçåö è ò.ä.).
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À ìîæåò áûòü, ñòîðîíû ðàññòàëèñü, íå îôîðìèâ ïèñüìåííî ðåçóëüòàòû ïðîøåäøèõ áåñåä.  ýòîì ñëó÷àå âàø ïàðòíåð, âåðíóâøèñü, îáû÷íî
íàïðàâëÿåò âàì ïèñüìî ñ âûðàæåíèåì áëàãîäàðíîñòè çà òåïëûé ïðèåì, ïîëîæèòåëüíûå ðåçóëüòàòû ïåðåãîâîðîâ è ãîòîâíîñòè ê íîâîé âñòðå÷å äëÿ èõ ïðîäîëæåíèÿ è çàâåðøåíèÿ.  ýòîì ïèñüìå ïàðòíåð èçëàãàåò
òàêæå ñóòü äîñòèãíóòûõ ñîãëàñîâàííûõ äîãîâîðåííîñòåé. Íà òàêîå ïèñüìî
íåîáõîäèìî îáÿçàòåëüíî îòâåòèòü, ò. å. ïîäòâåðäèòü åãî ïîëó÷åíèå.
È åñëè âñå èçëîæåííîå â íåì ñîîòâåòñòâóåò äåéñòâèòåëüíîñòè, ïîáëàãîäàðèòü ïàðòíåðà, âûðàçèâ ãîòîâíîñòü ê íîâîé âñòðå÷å è íàäåæäó íà
åå áëàãîïðèÿòíûé èñõîä. Åñëè æå äîïóùåíû êàêèå-ëèáî íåòî÷íîñòè,
èñêàæåíèÿ, íåñîîòâåòñòâèÿ ïîçèöèé, òî îáÿçàòåëüíî èõ èñïðàâèòü. Åñëè
ýòîãî íå ñäåëàòü, òî ïàðòíåð áóäåò ñ÷èòàòü, ÷òî èçëîæåííûå èì ïîçèöèè
ñòîðîí ïðèíèìàþòñÿ, ñ÷èòàþòñÿ ñîãëàñîâàííûìè.
Âèäû äèïëîìàòè÷åñêèõ ïðèåìîâ
Äèïëîìàòè÷åñêèå ïðèåìû ÿâëÿþòñÿ îäíîé èç ñàìûõ ðàñïðîñòðàíåííûõ è îáùåïðèíÿòûõ ôîðì âíåøíåïîëèòè÷åñêîé äåÿòåëüíîñòè îôèöèàëüíûõ ïðåäñòàâèòåëåé ãîñóäàðñòâà. Çíà÷åíèå ïðèåìîâ ñîñòîèò â òîì, ÷òî îíè ñïîñîáñòâóþò óñòàíîâëåíèþ, ïîääåðæàíèþ è ðàçâèòèþ êîíòàêòîâ ìåæäó âíåøíåïîëèòè÷åñêèìè âåäîìñòâàìè ãîñóäàðñòâ, îáìåíó
èíôîðìàöèåé ìåæäó èõ ïðåäñòàâèòåëÿìè, óêðåïëåíèþ äðóæåñòâåííûõ îòíîøåíèé ìåæäó ñòðàíàìè è ò.ä. Ïîâîäû, ïî êîòîðûì óñòðàèâàþòñÿ ïðèåìû,
ìîãóò áûòü ñàìûìè ðàçíûìè: ïî ñëó÷àþ íàöèîíàëüíîãî ïðàçäíèêà, þáèëåéíûõ äàò, ïðèáûòèÿ âûñîêîãî ãîñòÿ, îôèöèàëüíîé ïðàâèòåëüñòâåííîé
äåëåãàöèè, ãîäîâùèíû ñî äíÿ ïîäïèñàíèÿ âàæíûõ ãîñóäàðñòâåííûõ äîêóìåíòîâ, îòêðûòèÿ âûñòàâêè, ôåñòèâàëÿ, à òàêæå â ïîðÿäêå ïîâñåäíåâíîé
äèïëîìàòè÷åñêîé ïðàêòèêè. Íåñìîòðÿ íà òî, ÷òî èõ ïðîâåäåíèå â ðàçíûõ
ñòðàíàõ èìååò ñâîþ ñïåöèôèêó, îáùèì ÿâëÿþòñÿ ãîñòåïðèèìñòâî, äîáðîñåðäå÷íîñòü êàê íåîòúåìëåìûå àòðèáóòû ÷åñòè è äîñòîèíñòâà ãîñóäàðñòâà.
Äèïëîìàòè÷åñêèå ïðèåìû äåëÿòñÿ íà äíåâíûå è âå÷åðíèå, ñ ðàññàäêîé è áåç ðàññàäêè.
Ê äíåâíûì îòíîñÿòñÿ ïðèåìû òèïà «áîêàë øàìïàíñêîãî», «áîêàë
âèíà», çàâòðàêè; ê âå÷åðíèì — «êîêòåéëü», «à ëÿ ôóðøåò», îáåä,
óæèí, îáåä-áóôåò, «÷àé», «æóðôèêñ».
Íàèáîëåå ïðîñòûìè â ñìûñëå îðãàíèçàöèè ÿâëÿþòñÿ ïðèåìû òèïà
«áîêàë øàìïàíñêîãî» è «áîêàë âèíà», êîòîðûå ïðîâîäÿòñÿ áåç ðàññàäêè.
Îíè íà÷èíàþòñÿ, êàê ïðàâèëî, â 12 ÷àñîâ è ïðîäîëæàþòñÿ îêîëî ÷àñà.
Ïðèåìû òàêîãî òèïà ïðîâîäÿòñÿ ïî ñëó÷àþ íàöèîíàëüíîãî ïðàçäíèêà,
âðó÷åíèÿ ïîñëîì âåðèòåëüíûõ ãðàìîò, îòúåçäà ïîñëà, îòêðûòèÿ âûñ172
òàâêè èëè ôåñòèâàëÿ è ò.ä. Âî âðåìÿ ïðèåìà êðîìå øàìïàíñêîãî ïðåäëàãàþòñÿ äðóãèå âèíà, ñîêè, ìèíåðàëüíàÿ âîäà.  êà÷åñòâå çàêóñêè
ïîäàþòñÿ êàíàïå (ìàëåíüêèå áóòåðáðîäû), îðåøêè è ò.ä. Íàçâàíèåì
«áîêàë øàìïàíñêîãî» ïîä÷åðêèâàåòñÿ îñîáàÿ òîðæåñòâåííîñòü ïðèåìà.
Çàâòðàê óñòðàèâàåòñÿ ìåæäó 12 è 15 ÷àñàìè (êàê ïðàâèëî, â 12.30
èëè 13.00 ÷àñîâ) è ïðîäîëæàåòñÿ îáû÷íî îêîëî ÷àñà çà ñòîëîì è îêîëî
30 ìèíóò — çà êîôå. Ýòîò âèä ïðèåìîâ ïðåäïîëàãàåò ðàññàäêó è ïðîâîäèòñÿ ïî ñëó÷àþ ïðèåçäà è îòúåçäà ïîñëà, þáèëåéíûõ äàò, â ÷åñòü
ïðèåçäà âûñîêîãî ãîñòÿ. Ìåíþ òðàäèöèîííî âêëþ÷àåò îäíó-äâå õîëîäíûå çàêóñêè, îäíî ðûáíîå èëè ìÿñíîå áëþäî è äåñåðò. Èç ñïèðòíîãî
âî âðåìÿ ñáîðà ãîñòåé ïîäàåòñÿ àïåðèòèâ, çà ñòîëîì ê õîëîäíûì çàêóñêàì — âîäêà èëè íàñòîéêè (îõëàæäåííûå), ê ðûáå — áåëîå îõëàæäåííîå âèíî, ê ìÿñó — êðàñíîå âèíî êîìíàòíîé òåìïåðàòóðû, ê äåñåðòó — îõëàæäåííîå øàìïàíñêîå, ê ÷àþ, êîôå — ëèêåð, êîíüÿê.
Íà äíåâíûå ïðèåìû ïðèõîäÿò â ïîâñåäíåâíîé îäåæäå, çà èñêëþ÷åíèåì ñëó÷àåâ, êîãäà ôîðìà îäåæäû óêàçàíà â ïðèãëàøåíèè. Âå÷åðíèå
ïðèåìû ñ÷èòàþòñÿ áîëåå òîðæåñòâåííûìè, íåæåëè äíåâíûå. Ïðèåìû
òèïà «êîêòåéëü» è «à ëÿ ôóðøåò» ïðîâîäÿòñÿ áåç ðàññàäêè. Íà íèõ
ìîæíî ïðèãëàñèòü îò 20 äî íåñêîëüêèõ ñîò ÷åëîâåê. Íà÷àëî è îêîí÷àíèå ïðèåìà îãîâàðèâàþòñÿ â ïðèãëàøåíèè (17.00—19.00; 18.00—20.00).
Ãîñòè ìîãóò ïðèõîäèòü è óõîäèòü â ëþáîé ÷àñ óêàçàííîãî âðåìåíè.
Îïòèìàëüíûì ñ÷èòàåòñÿ ïðåáûâàíèå íà ïðèåìå äî ïîëóòîðà ÷àñîâ. Ïðîÿâëåíèåì îñîáîãî óâàæåíèÿ ê õîçÿåâàì ñ÷èòàåòñÿ ïðèõîä è óõîä â
óêàçàííîå â ïðèãëàøåíèè âðåìÿ. Ôîðìàëüíîå îòëè÷èå ýòèõ ïðèåìîâ
çàêëþ÷àåòñÿ â òîì, ÷òî íà «êîêòåéëå» íàïèòêîâ áîëüøå, ÷åì çàêóñîê,
õîëîäíûå çàêóñêè ðàçíîñÿò îôèöèàíòû. Íà ñòîëå, êîòîðûé èíîãäà íàêðûâàåòñÿ, íåò íè òàðåëîê, íè âèëîê, åñòü òîëüêî äåðåâÿííûå èëè
ïëàñòìàññîâûå ïàëî÷êè äëÿ îäíîðàçîâîãî èñïîëüçîâàíèÿ.
Íà ôóðøåòíûõ (ôð. à ëÿ ôóðøåò — ñ âèëêîé) ïðèåìàõ ãîñòè
îáñëóæèâàþò ñåáÿ ñàìè. Ïðåäïîëàãàåòñÿ ïîäà÷à çàêóñîê, êîòîðûå ìîæíî áðàòü òîëüêî âèëêîé, è îòñóòñòâóþò çàêóñêè, êîòîðûå òðåáóþò
ïðèìåíåíèÿ íîæà. Ñòîëû, ñåðâèðóþòñÿ õîëîäíûìè çàêóñêàìè (ðàñïîëàãàþò íà ñåðåäèíå ñòîëà), ðþìêàìè è áîêàëàìè äëÿ àëêîãîëüíûõ
è ïðîõëàäèòåëüíûõ íàïèòêîâ (ñòàâÿò ðÿäàìè èëè òðåóãîëüíèêàìè ñ
ñîîòâåòñòâóþùåé áóòûëêîé â ñåðåäèíå), òàðåëêàìè (ñòàâÿò îäíà íà
äðóãóþ íà êîíöàõ ñòîëà). Ïîñëå õîëîäíûõ çàêóñîê ïîäàåòñÿ ãîðÿ÷åå.
Ñïèðòíîå òî æå, ÷òî è íà çàâòðàêå.  òåõ ñëó÷àÿõ, êîãäà ïðèåìó õîòÿò
ïðèäàòü îñîáóþ òîðæåñòâåííîñòü, ê êîíöó ïîäàþòñÿ øàìïàíñêîå,
ìîðîæåíîå, êîôå. Èíîãäà îðãàíèçóåòñÿ íåáîëüøîé êîíöåðò èëè äåìîíñòðàöèÿ ôèëüìà.
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Íàèáîëåå ïî÷åòíûé âèä ïðèåìà — îáåä. Íà÷èíàåòñÿ ìåæäó 19 è
21 ÷àñàìè. Ìåíþ ñîñòàâëÿåòñÿ ñ ó÷åòîì íàöèîíàëüíûõ òðàäèöèé è
âêëþ÷àåò äâå-òðè õîëîäíûå çàêóñêè, ïåðâîå, ãîðÿ÷åå ðûáíîå, ãîðÿ÷åå
ìÿñíîå áëþäî è äåñåðò. Ïåðåä îáåäîì, êîãäà ñîáèðàþòñÿ ãîñòè, ïðåäëàãàþòñÿ àïåðèòèâû, ñïèðòíûå íàïèòêè, àíàëîãè÷íûå ïîäàâàåìûì
íà çàâòðàêå. Óæèí îòëè÷àåòñÿ îò îáåäà ëèøü âðåìåíåì íà÷àëà (21.00
è ïîçäíåå).
Ýòè ïðèåìû ïðîâîäÿòñÿ ñ ðàññàäêîé, íåðåäêî ïðåäïîëàãàþò ñïåöèàëüíóþ îäåæäó (óêàçûâàåòñÿ â ïðèãëàøåíèè) — ôðàê èëè ñìîêèíã
äëÿ ìóæ÷èí è âå÷åðíåå ïëàòüå äëÿ æåíùèí.
Íà îñîáî òîðæåñòâåííûõ ïðèåìàõ èíîãäà óñòðàèâàþò äâà ïðèåìà
ïîäðÿä — ñðàçó æå ïîñëå îáåäà ïðîâîäèòñÿ ïðèåì òèïà «êîêòåéëü» èëè
«à ëÿ ôóðøåò». Ïðîäîëæèòåëüíîñòü ýòèõ ïðèåìîâ: ÷àñ — çà ñòîëîì è
÷àñ-äâà — â ãîñòèíûõ äëÿ áåñåäû, ãäå ïîäàþòñÿ ÷àé, êîôå (èíîãäà ÷àé
è êîôå ïîäàþòñÿ çà ñòîëîì).
Îáåä-áóôåò («øâåäñêèé ñòîë») ïðåäïîëàãàåò ñâîáîäíóþ ðàññàäêó ïî
4–6 ÷åëîâåê. Ñòîëû ñ çàêóñêàìè ñòàâÿòñÿ îòäåëüíî, èìåþòñÿ áóôåòû ñ
íàïèòêàìè. Ãîñòè ïîäõîäÿò ê ñòîëó, íàïîëíÿþò òàðåëêó è ñàäÿòñÿ çà
îäèí èç ñòîëîâ ïî ñîáñòâåííîìó óñìîòðåíèþ. Ýòîò ïðèåì ìåíåå îôèöèàëåí, ÷åì îáåä.
Äëÿ æåíùèí, ñóïðóã îôèöèàëüíûõ ëèö, óñòðàèâàåòñÿ âå÷åðíèé
ïðèåì «÷àé» (ìåæäó 16 è 18 ÷àñàìè). Îí îðãàíèçóåòñÿ ñóïðóãîé ìèíèñòðà èíîñòðàííûõ äåë èëè ïîñëà äëÿ ñóïðóã ïîñëîâ è äðóãèõ îôèöèàëüíûõ ëèö, à òàêæå ïðè íàíåñåíèè ïðîùàëüíûõ âèçèòîâ ñóïðóãàìè ãëàâ äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ. Äëÿ ïðèãëàøåííûõ íàêðûâàþòñÿ îäèí èëè íåñêîëüêî ñòîëîâ (ñ ó÷åòîì èõ êîëè÷åñòâà),
ïîäàþòñÿ êîíôåòû, ïå÷åíüå, ôðóêòû, íàïèòêè, ïèðîæíûå, êàíàïå.
 äèïëîìàòè÷åñêîé ïðàêòèêå èíîãäà âñòðå÷àþòñÿ è ïðèåìû òèïà
«æóðôèêñ». Ñóòü åãî çàêëþ÷àåòñÿ â òîì, ÷òî ñóïðóãà ìèíèñòðà èíîñòðàííûõ äåë èëè ñóïðóãà ïîñëà ðàññûëàåò ïðèãëàøåíèÿ, äåéñòâèòåëüíûå íà âåñü ñåçîí. Ïðèåì ïðîâîäèòñÿ â îïðåäåëåííûé äåíü è ÷àñ êàæäîé íåäåëè («ñðåäû», «ïÿòíèöû» è ò.ä., â çàâèñèìîñòè îò äíÿ íåäåëè).
Ïî ôîðìå è ïî ñîäåðæàíèþ îí íå îòëè÷àåòñÿ îò «÷àÿ».
Èíîãäà äèïëîìàòè÷åñêèå ïðèåìû ïðèîáðåòàþò õàðàêòåð ëèòåðàòóðíûõ, ìóçûêàëüíûõ, òàíöåâàëüíûõ âå÷åðîâ, ñïîðòèâíûõ ìåðîïðèÿòèé.
 Êàíàäå, íàïðèìåð, óñòðàèâàåòñÿ ïðèåì ïî ñëó÷àþ «ìóçûêàëüíîãî
âûåçäà íà ëîøàäÿõ».
Êàæäûé ïðèåì òðåáóåò òùàòåëüíîé ïîäãîòîâêè, êîòîðàÿ âêëþ÷àåò:
îïðåäåëåíèå âèäà ïðèåìà, ìåñòà è äàòû ïðîâåäåíèÿ, ñîñòàâëåíèå ñïèñêà
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ïðèãëàøåííûõ, ïëàíà ðàññàäêè, ìåíþ (ïðèëîæåíèå 2), îôîðìëåíèå è
ðàññûëêó ïðèãëàøåíèé (ïðèëîæåíèå 1).
Âûáîð âèäà ïðèåìà çàâèñèò îò öåëè, êîòîðóþ ïðåñëåäóþò óñòðîèòåëè. Íàïðèìåð, ïðè íåîáõîäèìîñòè ñîçäàíèÿ áëàãîïðèÿòíûõ óñëîâèé
äëÿ îáùåíèÿ êàê ìîæíî áîëüøåìó ÷èñëó ó÷àñòíèêîâ, îáìåíà èíôîðìàöèåé öåëåñîîáðàçíî ïðîâåäåíèå ïðèåìîâ, íå ïðåäïîëàãàþùèõ ðàññàäêè. Åñëè ïðèåì óñòðàèâàåòñÿ ïî ñëó÷àþ ïðèåçäà âûñîêîãî çàðóáåæíîãî ãîñòÿ, óñòðàèâàåòñÿ íàèáîëåå ïî÷åòíûé âèä ïðèåìà — îáåä, à
çàòåì «êîêòåéëü» èëè «ôóðøåò» (ïðèëîæåíèå 4).
ÝÒÈÊÅÒÍÛÅ ÍÎÐÌÛ ÏÎÂÅÄÅÍÈß
ÍÀ ÎÔÈÖÈÀËÜÍÛÕ
È ÄÈÏËÎÌÀÒÈ×ÅÑÊÈÕ ÏÐÈÅÌÀÕ
Ïðèõîä è óõîä ñ ïðèåìà
Íà ïðèåì ñ ïîëíîé ðàññàäêîé (çàâòðàê, îáåä,
óæèí) ñëåäóåò ïðèõîäèòü â òî÷íî óêàçàííîå âðåìÿ. Îïîçäàíèå ñ÷èòàåòñÿ íàðóøåíèåì ýòèêåòà è ìîæåò áûòü âîñïðèíÿòî îòðèöàòåëüíî. Åñëè
âñå æå îáñòîÿòåëüñòâà âûíóäèëè ãîñòÿ íåìíîãî îïîçäàòü è îí ïðèåçæàåò, êîãäà ïðèåì óæå íà÷àëñÿ, åìó ñëåäóåò, ïîäîéäÿ ê õîçÿèíó è
õîçÿéêå, ïîïðèâåòñòâîâàòü èõ, îáúÿñíèòü ïðè÷èíó ñâîåãî îïîçäàíèÿ,
íå âäàâàÿñü â ïîäðîáíîñòè, ïîêëîíèòüñÿ ïðèñóòñòâóþùèì è çàíÿòü
ñâîå ìåñòî.
Íàèáîëåå ðàñïðîñòðàíåííûå ñõåìû ðàññàäîê:
1. Ïðèñóòñòâóþò òîëüêî ìóæ÷èíû. Õîçÿèí ïðåäëàãàåò ãëàâíîìó ãîñòþ ìåñòî çà ñòîëîì íàïðîòèâ ñåáÿ.
10
6
2
11
7
3
Ãëàâíûé
ãîñòü
Õîçÿèí
Âõîä
4
8
12
1
5
9
2. Ïðèåì ñ æåíùèíàìè, õîçÿèí è õîçÿéêà çàíèìàþò ìåñòà çà òîðöàìè ñòîëà.
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Òàêàÿ ôîðìà ðàññàäêè ÷àñòî èñïîëüçóåòñÿ â òåõ ñëó÷àÿõ, êîãäà íà
ïðèåìå ïðèñóòñòâóþò ïîñëû, âðåìåííûå ïîâåðåííûå â äåëàõ ñ ñóïðóãàìè, õîçÿèí è õîçÿéêà çàíèìàþò ñàìûå «íåïî÷åòíûå» òîðöîâûå ìåñòà.
Ýòî çíà÷èòåëüíî îáëåã÷àåò ðàññàäêó ãîñòåé.
3. Ïðèåì ñ æåíùèíàìè, ñòîë Ï-îáðàçíûé, õîçÿèí è õîçÿéêà ñèäÿò
íàïðîòèâ äðóã äðóãà.
 äèïëîìàòè÷åñêîé ïðàêòèêå íåðåäêî èñïîëüçóåòñÿ êðóãëûé ñòîë.
Ïðèíöèïû ðàññàäêè çà òàêèì ñòîëîì òå æå, ÷òî è çà ïðÿìîóãîëüíûì.
Êðóãëûé ñòîë óäîáåí, êîãäà ïîëîæåíèå ó÷àñòíèêîâ ïðèåìà áîëåå èëè
ìåíåå îäèíàêîâî.
æ1
õîçÿèí
ì
ì2
õîçÿéêà
176
ì1
 äèïëîìàòè÷åñêîì ïðîòîêîëå ñëîæèëàñü òåõíèêà îáîçíà÷åíèÿ ìåñò
çà ñòîëîì. Ïå÷àòàþòñÿ ðàññàäî÷íûå è êóâåðòíûå êàðòî÷êè — íåáîëüøèå
áåëûå ïðÿìîóãîëüíèêè èç ïëîòíîé áóìàãè ñ íàïèñàííûìè îò ðóêè èëè
íàïå÷àòàííûìè íà ìàøèíêå ôàìèëèÿìè âñåõ ó÷àñòíèêîâ ïðèåìà.
 çàëå, ãäå ñîáèðàþòñÿ ãîñòè è ãäå ïîäàþòñÿ íàïèòêè (èëè ïåðåä
âõîäîì â çàë), íà íåáîëüøîì ñòîëèêå âûñòàâëÿåòñÿ ïëàí ðàññàäêè.
Ñòðîãî â ñîîòâåòñòâèè ñ ïëàíîì êàæäîå ìåñòî çà ñòîëîì îáîçíà÷åíî
êóâåðòíîé êàðòî÷êîé. Ïðèãëàøåííûå íà ïðèåì çíàêîìÿòñÿ ñ ïëàíîì
ðàññàäêè, íàõîäÿò ñâîå ìåñòî, óòî÷íÿþò ôàìèëèè ñîñåäåé ñïðàâà è
ñëåâà. Åñëè ïîçâîëÿþò îáñòàíîâêà è âðåìÿ, çíàêîìÿòñÿ ïðåäâàðèòåëüíî, òàê êàê çà ñòîëîì ýòî äåëàòü ìåíåå óäîáíî,
Íà ïðèåìàõ ñ áîëüøèì êîëè÷åñòâîì ïðèãëàøåííûõ èñïîëüçóþòñÿ
ñïåöèàëüíûå êàðòî÷êè ñ óêàçàíèåì ìåñòà çà ñòîëîì.
Ðàññàäêà íà äèïëîìàòè÷åñêîì ïðèåìå â íàñòîÿùåå âðåìÿ õîòÿ è íå
âûçûâàåò, êàê ýòî áûâàëî â ïðîøëîì, áóðíîãî íåäîâîëüñòâà è ññîð, íî
ïî-ïðåæíåìó òðåáóåò áîëüøîãî âíèìàíèÿ, èáî ìîæåò ïðèâåñòè ê îñëîæíåíèÿì â ëè÷íûõ êîíòàêòàõ. Ïðèõîäèòñÿ èíîãäà äàæå ó÷èòûâàòü òàêèå
«ìåëî÷è», êàê êîììóíèêàáåëüíîñòü îòäåëüíûõ ãîñòåé, èõ ñîâìåñòèìîñòü,
äðóãèå ëè÷íîñòíûå ÷åðòû õàðàêòåðà. Ïðàâèëüíàÿ ðàññàäêà—ýòî îäíî èç
ñëàãàåìûõ óñïåøíîãî ïðîâåäåíèÿ ïðèåìà.
Ïîäãîòîâêà ïðèåìà
Ïðèåì ïðîéäåò óñïåøíî â òîì ñëó÷àå, åñëè çàðàíåå
ïðîäóìàíà ñõåìà åãî ïðîâåäåíèÿ. Ãîâîðÿò, ÷òî «òåàòð íà÷èíàåòñÿ ñ âåøàëêè». Ýòî æå ìîæíî ñêàçàòü è î äèïëîìàòè÷åñêîì ïðèåìå. Íî, íå çàáûâàÿ î
«âåøàëêå», ïîñîë äîëæåí, åñëè îæèäàåò ìíîãî ãîñòåé, ïîáåñïîêîèòüñÿ â
ïåðâóþ î÷åðåäü î òîì, ÷òîáû ÷åðåç äèïëîìàòè÷åñêèé ïðîòîêîë ñòðàíû
ïðåáûâàíèÿ óâåäîìèòü ìèëèöèþ (ïîëèöèþ) î ïðèåçäå áîëüøîãî êîëè÷åñòâà àâòîìîáèëåé è íåîáõîäèìîñòè îáåñïå÷èòü èõ ñòîÿíêó.
Ñõåìà èëè ïëàí ïðèåìà äîëæíû ïðåäóñìàòðèâàòü ìåñòî, ãäå õîçÿéêà è õîçÿèí âñòðå÷àþò ãîñòåé. Îäíîìó èç ñîòðóäíèêîâ íåîáõîäèìî
ïîðó÷èòü ïðîâîæàòü ãîñòåé â çàëû. Ñ íèìè äîëæíû çàíèìàòüñÿ äðóãèå
äèïëîìàòû è èõ ñóïðóãè. Íà ïðèåìå ïî ñëó÷àþ íàöèîíàëüíîãî ïðàçäíèêà èëè äðóãîé âàæíîé äàòû ïîñîë îæèäàåò ïðèåçäà ïî÷åòíîãî ãîñòÿ, âñòðå÷àåò åãî, ïðîâîæàåò â ãëàâíûé çàë ê ñòîëó. Ýòà ñëóæèò ñèãíàëîì è äëÿ âñåõ îñòàëüíûõ î òîì, ÷òî îôèöèàëüíàÿ òîðæåñòâåííàÿ
÷àñòü ïðèåìà íà÷àëàñü. Òîñòû (ðå÷è) íà òàêèõ ïðèåìàõ, êàê ïðàâèëî,
íå ïðîèçíîñÿòñÿ. Â íèõ îòïàëà íåîáõîäèìîñòü, ïîòîìó ÷òî â íàñòîÿùåå
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âðåìÿ âî ìíîãèõ ñòðàíàõ ñòàëî òðàäèöèåé îðãàíèçîâûâàòü âûñòóïëåíèÿ èíîñòðàííîãî ïîñëà ïî òåëåâèäåíèþ â ñâÿçè ñ íàöèîíàëüíûì
ïðàçäíèêîì åãî ñòðàíû.
 ñëó÷àå, åñëè ïðèåì óñòðàèâàåòñÿ ïî êàêîìó-òî îñîáîìó ïîâîäó è
ïðåäïîëàãàåòñÿ âûñòóïëåíèå íà ïðèåìå ïîñëà ñ òîñòîì, òî îá ýòîì ïîñîëüñòâî çàðàíåå èíôîðìèðóåò ìèíèñòåðñòâî èíîñòðàííûõ äåë ñòðàíû
ïðåáûâàíèÿ, åñëè îíî ðàññ÷èòûâàåò íà îòâåòíîå âûñòóïëåíèå.
Èíîå äåëî, êîãäà ïðàâèòåëüñòâî ñòðàíû óñòðàèâàåò ïðèåì â ÷åñòü
âûñîêîãî èíîñòðàííîãî ãîñòÿ. Íà òàêîãî ðîäà ïðèåìå (çàâòðàê, îáåä,
ôóðøåòíûé ïðèåì) ïðîãðàììîé ïðåáûâàíèÿ ãîñòÿ â ñòðàíå ïðåäóñìàòðèâàåòñÿ îáìåí ðå÷àìè. Òåêñò ðå÷è âûñîêîãî ãîñòÿ çàðàíåå ïåðåâîäèòñÿ íà ÿçûê ãîñòÿ.  ýòîì ñëó÷àå îòïàäàåò íåîáõîäèìîñòü óñòíîãî
ïåðåâîäà.
Òîñòû ïðåäóñìàòðèâàþòñÿ è íà ïðèåìàõ òèïà çàâòðàê, îáåä, óæèí.
Îáû÷íî ýòî äåëàåòñÿ â êîíöå ïðèåìà, êîãäà ïîäàíî øàìïàíñêîå. Òåêñò
òîñòà ìîæåò áûòü çàðàíåå ïîäãîòîâëåí â ïèñüìåííîì âèäå è çà÷èòàí.
Íåðåäêî õîçÿèí ïðîèçíîñèò òîñò áåç ïèñüìåííîãî òåêñòà, íî ýòî íå
îçíà÷àåò, ÷òî òåêñò íå áûë çàðàíåå ïîäãîòîâëåí.
Äèïëîìàòè÷åñêèå ïðèåìû äàþò õîðîøóþ âîçìîæíîñòü èõ ó÷àñòíèêàì âåñòè áåñåäû ïî ðàçëè÷íûì âîïðîñàì, à íà ïðèåìàõ áåç ðàññàäêè
(«êîêòåéëü», «à ëÿ ôóðøåò» è äð.) âîçìîæíû áåñåäû ñ áîëüøèì êðóãîì ñîáåñåäíèêîâ.
Çà çàâòðàêîì (îáåäîì, óæèíîì) õîçÿéêà è õîçÿèí, óäåëÿÿ îñíîâíîå
âíèìàíèå ãëàâíîìó ãîñòþ è åãî ñóïðóãå, òåì íå ìåíåå ñòðåìÿòñÿ âîâëå÷ü â ðàçãîâîð âñåõ ãîñòåé. Ïîýòîìó çà ñòîëîì, êàê ïðàâèëî, ãîâîðÿò î
ñîáûòèÿõ, êîòîðûå ìîãóò ïðåäñòàâëÿòü èíòåðåñ äëÿ âñåõ ãîñòåé: íîâîñòè ëèòåðàòóðû, èñêóññòâà, êèíî, æèâîïèñè èëè êàêîå-òî îñîáîå ñîîáùåíèå ïðåññû, âûçâàâøåå èíòåðåñ âî âñåì ìèðå. Íå ñëåäóåò çà ñòîëîì
ãîâîðèòü î ñïîðíûõ ïðîáëåìàõ è âîïðîñàõ, êîòîðûå ïî ðàçëè÷íûì
ïðè÷èíàì ìîãóò áûòü íåïðèÿòíûìè äëÿ êîãî-ëèáî èç ãîñòåé.
Íà íåáîëüøèõ ïðèåìàõ ó ïîñëà çà êîôå (÷àåì) â ãîñòèíîé, ãäå, êàê
ïðàâèëî, ìóæ÷èíû è æåíùèíû îáðàçóþò ðàçäåëüíûå ãðóïïû, íå èñêëþ÷àåòñÿ îáìåí ìíåíèÿìè è ïî âàæíûì ïîëèòè÷åñêèì âîïðîñàì.
Ïðèåì íåðåäêî èñïîëüçóåòñÿ õîçÿèíîì, ÷òîáû âûïîëíèòü ïîðó÷åíèå
ñâîåãî ïðàâèòåëüñòâà è ïåðåäàòü èíôîðìàöèþ îôèöèàëüíîìó ïðåäñòàâèòåëþ ñòðàíû ïðåáûâàíèÿ. Ìîæåò èñïîëüçîâàòü òàêîé ñëó÷àé è
ãîñòü, ÷òîáû ïðîèíôîðìèðîâàòü ïîñëà ïî êàêîìó-òî âàæíîìó âîïðîñó, ïîèíòåðåñîâàòüñÿ åãî ìíåíèåì. Ïîýòîìó ïðè ïîäãîòîâêå ïðèåìà
âàæíî õîðîøî ïðîäóìàòü ïëàí áåñåä, ñ êåì è î ÷åì ãîâîðèòü, êîìó è
÷òî ñêàçàòü.
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Õîðîøî ïîäãîòîâëåííûé è â äåòàëÿõ ïðîäóìàííûé ïðèåì ìîæåò
áûòü îìðà÷åí íåêâàëèôèöèðîâàííûì îáñëóæèâàíèåì, Ê îáñëóæèâàíèþ ïðèåìà ïðèâëåêàþòñÿ îïûòíûå ìåòðäîòåëü è îôèöèàíòû. Îíè áåç
ïîäñêàçîê äîëæíû çíàòü, êîãäà, ÷òî è êàê ïîäàòü, ÷òî è êîãäà óáðàòü, ñ êîãî íà÷èíàòü ïîäà÷ó áëþä è êåì çàêàí÷èâàòü, êàê âåñòè
ñåáÿ, êîãäà ïðîèçíîñÿò òîñòû.
Ïî ïîâåäåíèþ äèïëîìàòà ñóäÿò î ñòðàíå, êîòîðóþ îí ïðåäñòàâëÿåò.
Íåïðàâèëüíûì ïîâåäåíèåì äèïëîìàò ìîæåò íàíåñòè óùåðá ïðåñòèæó
ñâîåãî ãîñóäàðñòâà.
Àçáó÷íîé èñòèíîé ñòàëî ïðàâèëî, ñîãëàñíî êîòîðîìó äèïëîìàò,
áóäó÷è çà ãðàíèöåé, íå äîëæåí ïûòàòüñÿ íàâÿçûâàòü ñâîè îáû÷àè è
ìàíåðû, à îáÿçàí ñ óâàæåíèåì îòíîñèòüñÿ ê îáû÷àÿì ñòðàíû ïðåáûâàíèÿ. Íåò áîëüøåé íåâîñïèòàííîñòè, ÷åì îïðîìåò÷èâîå ñóæäåíèå èëè
êðèòèêà òîãî, ÷òî ìîæåò ïîêàçàòüñÿ, íà ïåðâûé âçãëÿä, íåîáû÷íûì
èëè íåïðèâû÷íûì.
È õîòÿ äèïëîìàòè÷åñêèé ýòèêåò íåèçáåæíî îòðàæàåò ñîöèàëüíûå è
íðàâñòâåííûå óñòîè îáùåñòâà, ïðåäñòàâèòåëåì êîòîðîãî âûñòóïàåò äàííûé äèïëîìàò, â ðåçóëüòàòå ìíîãîëåòíåãî îáùåíèÿ äèïëîìàòîâ ðàçíûõ
ñòðàí â ýòèêåòå ñëîæèëèñü îáùèå ïðàâèëà õîðîøåãî òîíà.
Ïåðâàÿ çàïîâåäü äèïëîìàòà — òî÷íîñòü. Äèïëîìàò ïðèäåò âîâðåìÿ íà
ïðèåì è ïðîáóäåò íà ïðèåìå íå äîëüøå, ÷åì ýòîãî òðåáóþò ïðàâèëà
ïðèëè÷èÿ. Ñ÷èòàåòñÿ íåâåæëèâûì ïîÿâëÿòüñÿ íà ïðèåìå çà íåñêîëüêî
ìèíóò äî åãî îêîí÷àíèÿ. Ëó÷øå ïðèéòè â íà÷àëå ïðèåìà, à çàòåì óåõàòü,
ïðåäâàðèòåëüíî èçâèíèâøèñü ïåðåä õîçÿéêîé è õîçÿèíîì. Óõîä ãîñòÿ ñ
ïðèåìà ÷åðåç 15—20 ìèíóò ïîñëå ïðèáûòèÿ íà íåãî áåç îáúÿñíåíèÿ
ïðè÷èí ìîæåò áûòü ðàñöåíåí êàê íåäðóæåñòâåííàÿ äåìîíñòðàöèÿ.
Íè î êàêîì îïîçäàíèè íå ìîæåò áûòü è ðå÷è, åñëè èìååòñÿ ïðèãëàøåíèå íà ïðèåì ñ ðàññàäêîé (çàâòðàê, îáåä, óæèí). Ãîñòè íà òàêîãî
ðîäà ïðèåì ñúåçæàþòñÿ â ïðîìåæóòêå 3—5 ìèíóò è ïîñëå íåáîëüøîé
ïàóçû, èñïîëüçóåìîé äëÿ âçàèìíûõ ïðèâåòñòâèé è çíàêîìñòâ, ïðèãëàøàþòñÿ ê ñòîëó. Åñëè âñå æå îáñòîÿòåëüñòâà âûíóäèëè ãîñòÿ íåìíîãî îïîçäàòü è îí ïðèåçæàåò, êîãäà ïðèåì óæå íà÷àëñÿ, åìó ñëåäóåò,
ïîäîéäÿ ê õîçÿéêå è õîçÿèíó, îáúÿñíèòü, íå âäàâàÿñü â äåòàëè, ïðè÷èíó ñâîåãî îïîçäàíèÿ, ïðèâåòñòâîâàòü èõ, ïîêëîíèòüñÿ ïðèñóòñòâóþùèì è çàíÿòü îòâåäåííîå ìåñòî.
Íà ïðèåì ñ ïîëíîé ðàññàäêîé ïðèíÿòî ïåðâûìè ÿâëÿòüñÿ ìëàäøèì
ñîòðóäíèêàì, çàòåì ñòàðøèì ñîòðóäíèêàì.
Óõîä ñ ïðèåìà îñóùåñòâëÿåòñÿ â îáðàòíîì ïîðÿäêå: âíà÷àëå óõîäÿò
ñòàðøèå ñîòðóäíèêè, çàòåì ìëàäøèå. Èíèöèàòèâà óõîäà – çà ãëàâíûì
ãîñòåì.
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Ãîñòè ðàñõîäÿòñÿ ïîñòåïåííî, òàêèì îáðàçîì, ÷òîáû ïî âðåìåíè îêîí÷àíèÿ ïðèåìà, îáîçíà÷åííîìó â ïðèãëàøåíèè, ñ õîçÿèíîì è õîçÿéêîé
ïðîùàëèñü ïîñëåäíèå èç ïðèñóòñòâóþùèõ.
Çàäåðæèâàòüñÿ íà ïðèåìàõ íå ðåêîìåíäóåòñÿ, òàê êàê ýòî ìîæåò
áûòü îáðåìåíèòåëüíî äëÿ õîçÿåâ.
Íà ïðèåìû, ïðîâîäèìûå áåç ðàññàäêè çà ñòîëîì, ìîæíî ïðèäòè è
óéòè â ëþáîé ÷àñ â ïðåäåëàõ óêàçàííîãî â ïðèãëàøåíèè âðåìåíè. Ïðèõîäèòü ê íà÷àëó ïðèåìà íåîáÿçàòåëüíî, òàê æå êàê íåîáÿçàòåëüíî íàõîäèòüñÿ íà ïðèåìå äî åãî êîíöà. Îäíàêî ñ÷èòàåòñÿ, ÷òî ïðèõîä íà òàêîé
ïðèåì â íàçíà÷åííîå âðåìÿ è óõîä ñ ïðèåìà â êîíöå åãî ÿâëÿåòñÿ
âûðàæåíèåì îñîáî äðóæåñòâåííîãî è óâàæèòåëüíîãî ãîñòÿ ê õîçÿèíó
ïðèåìà. È íàîáîðîò, äîñòàòî÷íî ïðîáûòü íà ïðèåìå 15-20 ìèíóò è,
ïîïðîùàâøèñü ñ õîçÿèíîì, óéòè, ÷òîáû ïîä÷åðêíóòü õîëîäíîñòü èëè
íàòÿíóòîñòü îòíîøåíèé ñ óñòðîèòåëåì ïðèåìà.
Ïðè ïðèåçäå íà ïðèåì è óõîäå ñ íåãî íå îáÿçàòåëüíî ïîæèìàòü
ðóêó êàæäîìó èç ïðèñóòñòâóþùèõ. Çäîðîâàòüñÿ èëè ïðîùàòüñÿ çà
ðóêó ñëåäóåò ñ õîçÿèíîì è õîçÿéêîé, îñòàëüíûì ìîæíî ëèøü ïîêëîíèòüñÿ.
Ïîâåäåíèå íà ïðèåìå
Ïðèåì ñ ïîëíûì îáñëóæèâàíèåì (çàâòðàê, îáåä,
óæèí) ñîñòîèò èç òðåõ ÷àñòåé: àïåðèòèâ, ïðèåì çà ñòîëîì è êîôåéíûé
ñòîë.
Àïåðèòèâ ïðîâîäèòñÿ ïåðåä íà÷àëîì ïðèåìà. Ýòî âðåìÿ ïðåäíàçíà÷åíî äëÿ ñáîðà è çíàêîìñòâà ãîñòåé.  ýòî âðåìÿ ïîäàþòñÿ íàïèòêè,
âîçáóæäàþùèå àïïåòèò (âåðìóò, ñóõèå âèíà, ìîæåò áûòü ïîäàíà âîäêà ìàëåíüêèìè ïîðöèÿìè ñ çàêóñêîé, ìîãóò áûòü ïîäàíû áåçàëêîãîëüíûå íàïèòêè, ìîæåò áûòü ïîäàí àïåðèòèâ).
 çàëå, ãäå ñîáèðàþòñÿ ãîñòè è ïîäàþòñÿ íàïèòêè (èëè ïåðåä
âõîäîì â çàë), íà íåáîëüøîì ñòîëèêå âûñòàâëÿåòñÿ ïëàí ðàññàäêè çà
ñòîëîì. Ñòðîãî â ñîîòâåòñòâèè ñ ïëàíîì êàæäîå ìåñòî çà ñòîëîì îáîçíà÷åíî êóâåðòíîé êàðòî÷êîé. Íà ïðèåìàõ ñ áîëüøèì êîëè÷åñòâîì
ïðèãëàøåííûõ èñïîëüçóþòñÿ ñïåöèàëüíûå êàðòî÷êè ñ óêàçàíèåì ìåñòà çà ñòîëîì. Ïðèãëàøåííûå íà ïðèåì çíàêîìÿòñÿ ñ ïëàíîì ðàññàäêè, íàõîäÿò ñâîå ìåñòî, óòî÷íÿþò èìåíà è ôàìèëèè ñîñåäåé ñïðàâà è
ñëåâà. Åñëè îáñòîÿòåëüñòâà ïîçâîëÿþò çíàêîìèòüñÿ ïðåäâàðèòåëüíî,
òàê êàê çà ñòîëîì ýòî äåëàòü ìåíåå óäîáíî.
Çàòåì âñå ãîñòè ïî ïðèãëàøåíèþ õîçÿèíà è õîçÿéêè ïðîõîäÿò ê
ñòîëó. Ìóæ÷èíû ïîìîãàþò æåíùèíàì çàíÿòü ñâîè ìåñòà è ñàäÿòñÿ çà
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ñòîë ïîñëå òîãî, êàê ñåëà õîçÿéêà è âñå ïðèãëàøåííûå æåíùèíû.
Çà ñòîëîì âåäåòñÿ ëåãêèé íåïðèíóæäåííûé ðàçãîâîð (ñâåòñêàÿ áåñåäà),
íå ìåøàþùèé îáåäó.
Êàê òîëüêî âñå ãîñòè çàêîí÷èëè åñòü (õîçÿèí íå äîëæåí çàêàí÷èâàòü åäó ïåðâûì), õîçÿéêà âñòàåò, çà íåé ïîäíèìàþòñÿ âñå îñòàëüíûå. Ìóæ÷èíû ïîìîãàþò äàìàì âûéòè èç çà ñòîëà, îòîäâèãàÿ èõ ñòóëüÿ. Âñå ïðèñóòñòâóþùèå íà ïðèåìå, âîçãëàâëÿåìûå õîçÿéêîé è ãëàâíûì ãîñòåì, ïåðåõîäÿò èç ñòîëîâîé â ãîñòèíóþ, ãäå ïîäàåòñÿ êîôå,
êîíüÿê, ëèêåðû.  ýòî âðåìÿ íà ñòîë (ñòîëû) âûñòàâëÿþò ïåïåëüíèöû –
ýòî îçíà÷àåò, ÷òî ïðèñóòñòâóþùèì ìîæíî êóðèòü. Êóðèòü çà ãëàâíûì
ñòîëîì âî âðåìÿ çàâòðàêà, îáåäà, óæèíà íå ðàçðåøàåòñÿ.
Ïåðåä óõîäîì ãîñòè ïðîùàþòñÿ ñ õîçÿèíîì è õîçÿéêîé, áëàãîäàðÿò
çà ãîñòåïðèèìñòâî, èíòåðåñíûé âå÷åð, íî íå çà óãîùåíèå.
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Ãëàâà 21.
ÎÁÙÅÃÐÀÆÄÀÍÑÊÈÉ
È ÄÈÏËÎÌÀÒÈ×ÅÑÊÈÉ ÝÒÈÊÅÒ
Ýòèêåò – ñëîâî ôðàíöóçñêîãî ïðîèñõîæäåíèÿ,
îçíà÷àþùåå óñòàíîâëåííûé ïîðÿäîê ïîâåäåíèÿ ãäå-ëèáî. Ò.å., ãîâîðÿ
ïðîñòûì ÿçûêîì, ÷òî íåëüçÿ, à ÷òî ìîæíî è, ÷òî íåìàëîâàæíî, åñëè
ìîæíî – òî êàê.
Êàê îôîðìèòü âèçèòíóþ êàðòî÷êó, êàê ïîëüçîâàòüñÿ âñåì ýòèì
ðàçíîîáðàçèåì ñòîëîâûõ ïðèáîðîâ, êàê ðàññàäèòü ó÷àñòíèêîâ ïåðåãîâîðîâ, êàê ïîäîáðàòü ãàëñòóê ê êîñòþìó è ò.ä. è ò.ï. Ïðîáëåìà â òîì,
÷òî âñåõ ýòèõ «è ò.ä. è ò.ï.» îãðîìíîå ìíîæåñòâî, ñòàëêèâàåìñÿ ìû ñ
íèìè êàæäûé äåíü, è èõ íåñîáëþäåíèå ìîæåò îáåðíóòüñÿ áîëüøèìè
íåïðèÿòíîñòÿìè (ïðè÷åì ÷àñòî ìû äàæå íå ïîíèìàåì, ÷òî ïðè÷èíà
êðûëàñü èìåííî â ýòèõ «ìåëî÷àõ»).
Ðàçëè÷àþò íåñêîëüêî âèäîâ ýòèêåòà:
– Äèïëîìàòè÷åñêèé – ïðàâèëà ïîâåäåíèÿ äèïëîìàòîâ è äðóãèõ
îôèöèàëüíûõ ëèö ïðè êîíòàêòàõ äðóã ñ äðóãîì è íà ðàçëè÷íûõ
îôèöèàëüíûõ ìåðîïðèÿòèÿõ;
– Âîèíñêèé – ñâîä îáùåïðèíÿòûõ ïðàâèë ïîâåäåíèÿ â àðìèè;
– Îáùåãðàæäàíñêèé – ìíîæåñòâî ïðàâèë, êîòîðûå äîëæíû ñîáëþäàòüñÿ ãðàæäàíàìè ïðè îáùåíèè äðóã ñ äðóãîì;
– Äåëîâîé ýòèêåò èëè áèçíåñ-ýòèêåò ïðåäñòàâëÿåò ñîáîé ñîâîêóïíîñòü ïðàâèë, âûïîëíåíèå êîòîðûõ ñïîñîáñòâóåò áîëåå óñïåøíîìó âåäåíèþ äåë è äîñòèæåíèþ íàìå÷åííûõ öåëåé, âûçûâàÿ óâàæåíèå è äîâåðèå ó ñâîèõ äåëîâûõ ïàðòíåðîâ.
Âàæíî ïîíèìàòü, ÷òî ýòèêåòíûå íîðìû íå áûëè ïðèäóìàíû êåìëèáî èñêóññòâåííî, à çàòåì íàâÿçàíû îáùåñòâó. Îíè èìåþò âïîëíå
åñòåñòâåííóþ ïðèðîäó è íàïðàâëåíû ïðåæäå âñåãî íà:
– äîñòèæåíèå áåñêîíôëèêòíîñòè â ïðîôåññèîíàëüíîé äåÿòåëüíîñòè;
– öåëåñîîáðàçíîñòü è ïðàêòè÷íîñòü;
– íàõîæäåíèå îïòèìàëüíîãî âûõîäà èç ñëîæíûõ ïñèõîëîãè÷åñêèõ ñèòóàöèé, íå óùåìëÿÿ ñàìîëþáèå è ÷åëîâå÷åñêîå äîñòîèíñòâî ñâîåãî äåëîâîãî ïàðòíåðà.
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Íå ìåíåå âàæåí è ïðîòîêîë – ñîâîêóïíîñòü ïðàâèë, ñîáëþäàåìûõ
ïðè ïðîâåäåíèè âñòðå÷, ïåðåãîâîðîâ, ïðèåìî⠖ áåç êîòîðûõ íå îáõîäèòñÿ æèçíü ñîâðåìåííîãî äåëîâîãî ÷åëîâåêà. Íåçíàíèå äåëîâîãî ïðîòîêîëà è åãî íàðóøåíèå íåðåäêî ïðèâîäèò ê ñðûâó òàê õîðîøî íà÷èíàâøèõñÿ äåëîâûõ êîíòàêòîâ.
Äåëîâîé ýòèêåò – ýòî óñòàíîâëåííûé ïîðÿäîê ïîâåäåíèÿ â ñôåðå
áèçíåñà è äåëîâûõ êîíòàêòîâ.
Ýòèêåò, åñëè ïîíèìàòü åãî êàê óñòàíîâëåííûé ïîðÿäîê ïîâåäåíèÿ, ïîìîãàåò èçáåãàòü ïðîìàõîâ èëè ñãëàäèòü èõ äîñòóïíûìè, îáùåïðèíÿòûìè ñïîñîáàìè. Ïîýòîìó îñíîâíóþ ôóíêöèþ èëè ñìûñë ýòèêåòà äåëîâîãî ÷åëîâåêà, ìîæíî îïðåäåëèòü êàê ôîðìèðîâàíèå òàêèõ
ïðàâèë ïîâåäåíèÿ â îáùåñòâå, êîòîðûå ñïîñîáñòâóþò âçàèìîïîíèìàíèþ ëþäåé â ïðîöåññå îáùåíèÿ. Âòîðîé ïî çíà÷åíèþ ôóíêöèåé ýòèêåòà ÿâëÿåòñÿ ôóíêöèÿ óäîáñòâà, òî åñòü öåëåñîîáðàçíîñòü è ïðàêòè÷íîñòü. Íà÷èíàÿ ñ ìåëî÷åé è äî ñàìûõ îáùèõ ïðàâèë, ýòèêåò ïðåäñòàâëÿåò ñîáîé ïðèáëèæåííóþ ê ïîâñåäíåâíîé æèçíè ñèñòåìó.
Îäíî èç ïåðâåéøèõ ïðàâèë, îïðåäåëÿþùèõ ñàì ýòèêåò, – ïîñòóïàòü
òàê ñòîèò íå ïîòîìó, ÷òî òàê ïðèíÿòî, à ïîòîìó, ÷òî èëè öåëåñîîáðàçíî, èëè óäîáíî, èëè ïðîñòî óâàæèòåëüíî ïî îòíîøåíèþ ê äðóãèì è
ñàìîìó ñåáå. Ýòèêåò ÿâëÿåòñÿ îäíèì èç ãëàâíûõ «îðóäèé» ôîðìèðîâàíèÿ èìèäæà. Â ñîâðåìåííîì áèçíåñå ëèöó ôèðìû îòâîäèòñÿ íåìàëàÿ
ðîëü. Òå ôèðìû, â êîòîðûõ íå ñîáëþäàåòñÿ ýòèêåò, òåðÿþò î÷åíü ìíîãîå. Òàì, ãäå ïðèñóòñòâóåò ýòèêåò, âûøå ïðîèçâîäèòåëüíîñòü, ëó÷øå
ðåçóëüòàòû. Ïîýòîìó âñåãäà íóæíî ïîìíèòü îäèí èç ãëàâíåéøèõ ïîñòóëàòîâ, êîòîðûé çíàþò áèçíåñìåíû âñåãî ìèðà: õîðîøèå ìàíåðû ïðèáûëüíû. Ãîðàçäî ïðèÿòíåå ðàáîòàòü ñ òîé ôèðìîé, ãäå ñîáëþäàåòñÿ ýòèêåò. Ïðàêòè÷åñêè âî âñåì ìèðå îí ñòàë íîðìîé äåÿòåëüíîñòè. Ýòî ïîòîìó, ÷òî ýòèêåò â ñèëó ñâîåé æèçíåííîé öåííîñòè ñîçäàåò ïðèÿòíûé
ïñèõîëîãè÷åñêèé êëèìàò, ñïîñîáñòâóþùèé äåëîâûì êîíòàêòàì.
Íóæíî çàïîìíèòü, ÷òî ýòèêåò ïîìîãàåò íàì òîëüêî òîãäà, êîãäà
íåò âíóòðåííåãî íàïðÿæåíèÿ, ðîæäàþùåãîñÿ èç ïîïûòêè ñäåëàòü ïî
ïðàâèëàì ýòèêåòà òî, ÷òî ðàíüøå ìû íèêîãäà íå äåëàëè.
Ëþáîé ÷åëîâåê, ïðåòåíäóþùèé íà îïðåäåëåííóþ ðîëü â ñîöèóìå,
áóäü òî ãîñóäàðñòâåííûé èëè îáùåñòâåííûé äåÿòåëü, áèçíåñìåí èëè
÷èíîâíèê, äëÿ óñïåøíîãî âûïîëíåíèÿ èçáðàííîé èì ñîöèàëüíîé
ìèññèè äîëæåí áûòü íå òîëüêî âûñîêèì ïðîôåññèîíàëîì, íî è
îâëàäåòü íàâûêàìè êîððåêòíîãî ïîâåäåíèÿ, à äëÿ ýòîãî ñëåäîâàòü
ýòèêåòó äåëîâîãî ÷åëîâåêà.
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Ïîñëåäíèé âêëþ÷àåò:
– ïðàâèëà ïðåäñòàâëåíèÿ è çíàêîìñòâà;
– ïðàâèëà ïðîâåäåíèÿ äåëîâûõ êîíòàêòîâ;
– ïðàâèëà ïîâåäåíèÿ íà ïåðåãîâîðàõ;
– òðåáîâàíèÿ ê âíåøíåìó îáëèêó, ìàíåðàì, äåëîâîé îäåæäå;
– òðåáîâàíèÿ ê ðå÷è;
– êóëüòóðó ñëóæåáíûõ äîêóìåíòîâ;
– çíà÷åíèå ìåæäóíàðîäíîãî ïðîòîêîëà è ò.ï.
Íà ÷òî ñëåäóåò îáðàòèòü âíèìàíèå â ïåðâóþ î÷åðåäü ëþäÿì, êîòîðûå â ñèëó ñâîåé ïðîôåññèè âûíóæäåíû ìíîãî îáùàòüñÿ è áûòü, ÷òî
íàçûâàåòñÿ, «íà âèäó»:
– âûðàáàòûâàéòå ïîçèòèâíîå ìûøëåíèå è ïîâåäåíèå, âûñêàçûâàéòåñü êðàòêî è ïî ñóùåñòâó (îáðàòèòå âíèìàíèå, ÷òî ðîññèÿíå ëþáÿò ïîãîâîðèòü è íå ñëèøêîì áàëóþò ÿñíîñòüþ ìûñëè –
ýòî ðàçäðàæàåò äåëîâîãî ÷åëîâåêà);
– îñòîðîæíî èñïîëüçóéòå ìåñòîèìåíèå «ÿ»; îïèðàéòåñü íà ôàêòû;
– íå óâëåêàéòåñü äåòàëÿìè, íî ó÷òèòå, ÷òî âîâðåìÿ è ê ìåñòó
âûñêàçàííàÿ äåòàëü óêðåïëÿåò âàøó ïîçèöèþ, äåëàåò åå áîëåå
äîñòîâåðíîé;
– èçáåãàéòå íàçèäàòåëüíîñòè;
– èùèòå ïóòè óðåãóëèðîâàíèÿ ñëîæíîé ïðîáëåìû, à íå åå îáîñòðåíèÿ;
– ïðè âñòðå÷å ñ àãðåññèâíî íàñòðîåííûì ïàðòíåðîì èçáåãàéòå
êîíôðîíòàöèè;
– èñïîëüçóéòå â äåëîâîì îáùåíèè âèçèòíûå êàðòî÷êè, ïîçâîëÿþùèå èçáåæàòü ìíîãèõ íåäîðàçóìåíèé â îáðàùåíèè ê ÷åëîâåêó. Âðó÷àÿ êîìó-ëèáî âèçèòíóþ êàðòî÷êó, âû òåì ñàìûì ïîêàçûâàåòå ñòðåìëåíèå è â áóäóùåì ïîääåðæèâàòü äåëîâûå è ëè÷íûå êîíòàêòû.
Ñóâåíèðû
Âðó÷åíèå ïàìÿòíûõ ñóâåíèðîâ, ïîäàðêîâ ñòàëî
òðàäèöèîííûì äëÿ ìíîãèõ îôèöèàëüíûõ ïðèåìîâ, äåëîâûõ âñòðå÷,
ïåðåãîâîðîâ è ò.ä.
Ýòèêåò ïðåäïîëàãàåò, ÷òî âî âðåìÿ ïåðâîé âñòðå÷è ïîäàðêè ïðåïîäíîñÿò õîçÿåâà, à íå ãîñòè. Ïðè ïîñëåäóþùèõ âñòðå÷àõ îáìåí ïîäàðêàìè íîñàò âçàèìíûé õàðàêòåð.
Ïðè âûáîðå ïîäàðêà âñåãäà ñëåäóåò ÷åòêî ïðåäñòàâëÿòü, êîìó îí
áóäåò âðó÷åí. Ïîäàðêè, ñóâåíèðû îôèöèàëüíûì ëèöàì, äåëîâûì ïàðòíåðàì äðóçüÿì, çíàêîìûì, ðîäñòâåííèêàì èìåþò ñâîþ ñïåöèôèêó. Ñëå184
äóåò ïîìíèòü, ÷òî òîëüêî äðóçüÿì è áëèçêèì ðîäñòâåííèêàì ìîäíî
äàðèòü ëè÷íûå âåùè.
 êà÷åñòâå ïîäàðêà îôèöèàëüíûì ëèöàì, äåëîâûì ïàðòíåðàì ìîæíî ïðåïîäíåñòè õîðîøî èçäàííóþ êíèãó, àëüáîì ñ ðåïðîäóêöèÿìè
êàðòèí èçâåñòíûõ õóäîæíèêîâ è ä.ð. Ïðè ýòîì âñåãäà ñëåäóåò ïîìíèòü, ÷òî áûëî ïîäàðåíî ðàíåå, òàê êàê ïîâòîðíî ìîæíî äàðèòü
òîëüêî ñïèðòíûå íàïèòêè: øàìïàíñêîå, íàáîð ìàðî÷íûõ âèí, êîíüÿê
è äð. Îäíàêî äàðèòü ãîëóþ áóòûëêó áåç ôèðìåííîé êîðîáêè ñ÷èòàåòñÿ
íåïðèëè÷íûì. Æåíùèíàì ñïèðòíûå íàïèòêè íå äàðÿò.
Óíèâåðñàëüíûì ïîäàðêîì äëÿ æåíùèí ñ÷èòàþòñÿ öâåòû.  îòëè÷èå
îò äðóãèõ ïîäàðêîâ öâåòû âðó÷àþò, ñíÿâ óïàêîâêó, èñêëþ÷åíèå ñîñòàâëÿåò äîðîãàÿ öåëëîôàíîâàÿ óïàêîâêà, êîòîðàÿ ñàìà ÿâëÿåòñÿ ÷àñòüþ ïîäàðêà. Íè ïðè êàêèõ îáñòîÿòåëüñòâàõ íå ñëåäóåò äàðèòü óâÿäøèå èëè íåñâåæèå öâåòû.
Ïðåêðàñíûì ïîäàðêîì íà ïàìÿòü ÿâëÿþòñÿ ðàáîòû ïàëåõñêèõ ìàñòåðîâ, ãæåëüñêàÿ êåðàìèêà, äûìêîâñêàÿ ãëèíÿíàÿ èãðóøêà, õîõëîìà
è äð.
Êàê ïðàâèëî, ïàìÿòíûìè ñóâåíèðàìè, ïîäàðêàìè âî âðåìÿ îôèöèàëüíûõ ïðèåìîâ îáìåíèâàþòñÿ ïîñëå òîãî, êàê ïðîèçíåñåíû òîðæåñòâåííûå ñëîâà, ðå÷è (òîñòû), îíè ìîãóò áûòü ïðåïîäíåñåíû ïîñëå
ïîäïèñàíèÿ äîãîâîðà, êîíòðàêòà èëè âî âðåìÿ ïðîùàíèÿ.
Ïàìÿòíûå ñóâåíèðû ìîãóò áûòü ïåðåäàíû êóðüåðîì, â ýòîì ñëó÷àå
ê ñóâåíèðó, ïîäàðêó ïðèëàãàþò âèçèòíóþ êàðòî÷êó.
Ýòèêåòíûå íîðìû âðó÷åíèÿ è ïîëó÷åíèÿ ïîäàðêîâ
Ýòèêåòíûå íîðìû âðó÷åíèÿ ïîäàðêîâ ãëàñÿò: åñëè
âû ïîëó÷èëè äîðîãîé ïîäàðîê, â îòâåò âû äîëæíû ïðåïîäíåñòè ðàâíîöåííûé ïîäàðîê (èëè äîðîæå). Åñëè âû ïîëó÷èëè î÷åíü äîðîãîé ïîäàðîê è íå â ñîñòîÿíèè ñäåëàòü îòâåòíûé ðàâíîöåííûé æåñò, íå ñëåäóåò
ïðèíèìàòü òàêîé ïîäàðîê, ýòî îïðåäåëåííîãî ðîäà çàâèñèìîñòü.
 äèïëîìàòè÷åñêîì ýòèêåòå ñóùåñòâóåò êîäåêñ ÷åñòè äèïëîìàòà.
Ñîãëàñíî ýòîìó êîäåêñó äèïëîìàò íå ìîæåò ïîçâîëèòü ñåáå ïðèíÿòü
î÷åíü äîðîãîé ïîäàðîê. Äèïëîìàòè÷åñêèé ýòèêåò êàê íîðìà ïîâåäåíèÿ
äèïëîìàòà èìååò îñîáûå ñïåöèôè÷åñêèå ÷åðòû, ïî ïîâåäåíèþ äèïëîìàòà ñóäÿò î åãî íàðîäå, î ñòðàíå, êîòîðóþ îí ïðåäñòàâëÿåò. Ýòî â
ïîëíîé ìåðå îòíîñèòñÿ è ê ïðåäñòàâèòåëÿì äåëîâûõ êðóãîâ. Ïîýòîìó
ïðè âðó÷åíèè âàì î÷åíü äîðîãîãî öåííîãî ïîäàðêà ýòèêåòíàÿ íîðìà
òàêîâà: «Áëàãîäàðþ Âàñ. ß íå ìîãó ïîçâîëèòü ñåáå ýòîãî», íå îáúÿñíÿÿ
ïðè÷èí. Âàñ ïðàâèëüíî ïîéìóò. Íà Çàïàäå íå ëþáÿò ïîäðîáíîñòåé.
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ÝÒÈÊÅÒ ÒÅËÅÔÎÍÍÛÕ ÏÅÐÅÃÎÂÎÐÎÂ
Åñëè ðàíüøå â íàøåé ñòðàíå òåëåôîí çà÷àñòóþ ÿâëÿëñÿ ðîñêîøüþ, è áîëüøèíñòâî ëþäåé áåçëèêîìó òåëåôîííîìó ðàçãîâîðó ïðåäïî÷èòàëî ëè÷íóþ âñòðå÷ó, òî â íàøè äíè íàïðÿæåííûé òåìï
æèçíè çàñòàâëÿåò íàñ âñå ÷àùå ïðèáåãàòü ê óñëóãàì òåëåôîííîãî àïïàðàòà.
Îãðîìíûå ïðîñòðàíñòâà ñòàëè ïîäâëàñòíû òåëåôîííûì ïðîâîäàìè è ðàäèîâîëíàì. Òåëåôîííûå ñðåäñòâà ñâÿçè âñå àêòèâíåå âòîðãàþòñÿ âî âñå
ñôåðû æèçíè. Íè îäíî ñîâðåìåííîå ïðåäïðèÿòèå íå ìîæåò îáîéòèñü áåç
ðàçâèòîé ñôåðû òåëåôîííûõ êîììóíèêàöèé. Ïî ìåð òîãî, êàê ôèðìû
âñå ñòðîæå ñëåäÿò çà îáúåìîì ðàñõîäîâ íà êîìàíäèðîâêè, à êàæäûé
ðàáîòíèê ñòðåìèòñÿ îñóùåñòâèòü ìàêñèìóì íåîáõîäèìûõ êîíòàêòîâ çà
îïðåäåëåííûé ïðîìåæóòîê âðåìåíè, òåëåôîí ñòàë èçëþáëåííûì ñïîñîáîì ñâÿçè ñ òåìè, êòî ðàáîòàåò â òîì æå ó÷ðåæäåíèè, òàê è çà åãî
ïðåäåëàìè. Ýòàëîíîì ñîâðåìåííîãî áèçíåñìåíà ñòàë ÷åëîâåê ñ ñîòîâûì
òåëåôîííûì àïïàðàòîì. Íî, ê ñîæàëåíèþ, óìåëî, ýôôåêòèâíî è ãðàìîòíî îáùàòüñÿ ïî òåëåôîíó óìåþò äàëåêî íå âñå. Ïðîéäåò åùå ìíîãî âðåìåíè, ïîêà óìåíèå âåñòè áåñåäó ïî òåëåôîíó ñòàíåò òàêèì æå íåîáõîäèìûì
íàâûêîì äåëîâîãî ÷åëîâåêà, êàê ìàñòåðñòâî áåñåäû «ñ ãëàçó íà ãëàç».
Òåëåôîí íåîáõîäèì âî ìíîãèõ íåîòëîæíûõ æèçíåííûõ ñèòóàöèÿõ.
È íå òîëüêî äðàìàòè÷åñêèõ. Ñâèäàíèå ñ ëþáèìûì ÷åëîâåêîì, âèçèò ê
äðóçüÿì, ïîñåùåíèå òåàòðà çà÷àñòóþ íàçíà÷àþòñÿ ïî òåëåôîíó. Òåëåôîí íûí÷å åñòü â êàæäîì ó÷ðåæäåíèè, ïðåäïðèÿòèè, îðãàíèçàöèè,
âî ìíîãèõ êâàðòèðàõ. Îí – íåîòúåìëåìàÿ ÷àñòü íàøåé æèçíè. Åñëè ïî
ëè÷íîìó òåëåôîíó ìîæíî áåç îñîáîãî óùåðáà äëÿ îáùåñòâà ãîâîðèòü
äîñòàòî÷íî äîëãî, òî ïî ñëóæåáíîìó òåëåôîíó îäíîâðåìåííî çâîíÿò
ìíîãèå ëþäè è îò òîãî, ÷òî îíè íå ìîãóò ñâÿçàòüñÿ ñ âàìè èç-çà
çàíÿòîñòè ëèíèè, ñòðàäàåò äåëî, çàòÿãèâàåòñÿ ðåøåíèå âàæíûõ âîïðîñîâ. Âïðî÷åì, ðàçãîâîð è ïî äîìàøíåìó òåëåôîíó ñðûâàåò ïëàíû çíàêîìûõ è ðîäñòâåííèêîâ.
Òåëåôîííàÿ ñâÿçü – îñîáàÿ ñôåðà îáùåíèÿ, êîòîðàÿ òðåáóåò îïðåäåëåííûõ íàâûêîâ. Íî íóæíî ñêàçàòü, ÷òî ïðàâèëüíî ïîëüçîâàòüñÿ åþ
óìåþò åùå äàëåêî íå âñå.
Îáùåíèå ïî òåëåôîíó
Òåëåôîí íàëàãàåò íà òîãî, êòî èì ïîëüçóåòñÿ, îïðåäåëåííûå òðåáîâàíèÿ: âåäü ïðè òåëåôîííîì ðàçãîâîðå âàø ñîáåñåäíèê
íèêàê íå ìîæåò îöåíèòü íè âî ÷òî âû îäåòû, íè âûðàæåíèå âàøåãî ëèöà
ïðè òåõ èëè èíûõ ñëîâàõ, íè èíòåðüåðà áþðî, ãäå âû ñèäèòå, íè äðóãèõ
íåâåðáàëüíûõ àñïåêòîâ, êîòîðûå î÷åíü ïîìîãàþò î õàðàêòåðå îáùåíèÿ.
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È âñå æå åñòü òàêèå íåâåðáàëüíûå ñòèìóëû, êîòîðûìè ìîæíî ìàíèïóëèðîâàòü ïðè óìåëîì îáðàùåíèè ñ òåëåôîíîì; ê íèì îòíîñèòñÿ ìîìåíò,
âûáðàííûé äëÿ ïàóçû, è åå ïðîäîëæèòåëüíîñòü, ìîë÷àíèå, óñèëåíèå èëè
îñëàáëåíèå øóìîâîãî ôîíà, èíòîíàöèÿ, âûðàæàþùàÿ ýíòóçèàçì èëè ñîãëàñèå. Çàòåì, ìíîãî çíà÷èò, êàê áûñòðî ÷åëîâåê ñíèìàåò òðóáêó (ïîñëå
êîòîðîãî ãóäêà). Ýòî ïîçâîëÿåò áîëåå èëè ìåíåå òî÷íî ñóäèòü î òîì,
íàñêîëüêî îí çàíÿò, êàê áëèçêî îò íåãî ñòîèò àïïàðàò, äî êàêîé ñòåïåíè
çàèíòåðåñîâàí, ÷òîáû åìó ïîçâîíèëè.
Âàæíî ïîìíèòü, ÷òî êîãäà âû çâîíèòå, âû äåëàåòå ýòî â ìîìåíò,
óäîáíûé ÂÀÌ, íî, âîçìîæíî, íå âàøåìó ñîáåñåäíèêó. Íå îáèæàéòåñü, åñëè âàñ ïîïðîñÿò ïåðåçâîíèòü ïîïîçæå. Âåäü âû, ñêîðåå âñåãî,
íå áðîñèëè âñå ñâîè äåëà ðàäè ýòîãî çâîíêà, è ëîãè÷íî ïîýòîìó ïðåäïîëîæèòü, ÷òî òîò, êîìó âû çâîíèòå, òàêæå ìîæåò ñêàçàòü: «Ñåé÷àñ
ìíå íåóäîáíî ðàçãîâàðèâàòü». Åñëè çâîíèòå ÷åëîâåêó, ïðèâû÷åê êîòîðîãî ïîêà íå çíàåòå, âåæëèâî áóäåò íà÷àòü ðàçãîâîð ñ âîïðîñà: «Ó âàñ
ñåé÷àñ åñòü âðåìÿ ñî ìíîé ïîãîâîðèòü?»
Îäèí êîíñóëüòàíò ïî âîïðîñàì ñîâåðøåíèÿ òîðãîâûõ ñäåëîê ÷åðåç
òåõíè÷åñêèå ñðåäñòâà ñ÷èòàåò, ÷òî ñàìûé òÿæêèé ãðåõ ïðîòèâ ýòèêåòà
òåëåôîííûõ ïåðåãîâîðî⠖ ýòî íå íàçâàòü ñåáÿ è ñâîþ ôèðìó, êîãäà
âû îòâå÷àåòå íà ÷åé-ëèáî çâîíîê. Ïëîõî òàêæå, êîãäà âû íàçûâàåòå
ñåáÿ, íî òàê áûñòðî, ÷òî ñîáåñåäíèê âñå ðàâíî íå óñïåâàåò íè÷åãî
ðàçîáðàòü. «Åùå îäèí ïîðîê, – ïðîäîëæàåò îíà, – êîãäà ÷åëîâåê âûïàëèâàåò íàçâàíèå è ãîâîðèò: «Ïðîøó âàñ ïîäîæäàòü», ñîâåðøåííî íå
ïîèíòåðåñîâàâøèñü, åñòü ó âàñ âðåìÿ æäàòü èëè íåò. Äðóãàÿ îïëîøíîñòü – çàñòàâèòü äîëãî æäàòü ó àïïàðàòà, âìåñòî òîãî, ÷òîáû âåðíóòüñÿ ê òðóáêå è ñïðîñèòü, ìîæåòå ëè âû ïîòåðïåòü åùå. Íî ñàìàÿ ãðóáàÿ
îøèáêà – íàâÿçûâàòü ÷åëîâåêó ïî òåëåôîíó êàêóþ-òî ïîêóïêó, íå
âûÿñíèâ äàæå, èíòåðåñåí ëè òîìó ýòîò òîâàð õîòü â êàêîé-òî ñòåïåíè.
Áûâàåò, ïîçâîíÿò âàì äîìîé è íà÷íóò ðàñõâàëèâàòü àëþìèíèåâóþ îáëèöîâêó, à äîì-òî ó âàñ êèðïè÷íûé». (Ýòîé ãðóáåéøåé îøèáêè ìîæíî
áûëî áû èçáåæàòü, åñëè áû çâîíèâøèé ïðèäåðæèâàëñÿ ÷åòâåðòîãî îñíîâíîãî ïðèíöèïà ýòèêåòà: çàáîòüñÿ î äðóãèõ, à íå òîëüêî î ñåáå).
Âîò åùå ðÿä ñîâåòîâ, êîòîðûå ïîìîãóò âàì ëó÷øå ñîáëþñòè òåëåôîííûé ýòèêåò:
1. Åñëè òàì, êóäà âû çâîíèòå, âàñ íå çíàþò, ñî ñòîðîíû ñåêðåòàðÿ
áóäåò âïîëíå óìåñòíî ïîïðîñèòü âàñ ïðåäñòàâèòüñÿ è óçíàòü, ïî êàêîìó
ïîâîäó âû çâîíèòå. Íàçîâèòå ñâîå èìÿ è êðàòêî èçëîæèòå ïðè÷èíó çâîíêà.
2. Áîëüøîé íàãëîñòüþ è ãðóáûì ïîïðàíèåì ýòèêåòà ñ÷èòàåòñÿ âûäàâàòü ñåáÿ çà ëè÷íîãî äðóãà òîãî, êîìó âû çâîíèòå, òîëüêî ÷òîáû âàñ
ïîñêîðåå ñ íèì ñîåäèíèëè.
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3. Êîíñóëüòàíò ïî âîïðîñàì êàðüåðû Íåëëà Áåðêëè óòâåðæäàåò, ÷òî
ñàìîå ãðóáîå íàðóøåíèå äåëîâîãî ýòèêåòà – íå ïåðåçâîíèòü, êîãäà
âàøåãî çâîíêà æäóò. Âû äîëæíû ïåðåçâîíèòü ïðè ïåðâîé âîçìîæíîñòè
è óæ íèêàê íå ïîçäíåå, ÷åì â òå÷åíèå ñóòîê.
4. Åñëè âû çâîíèòå ÷åëîâåêó, êîòîðûé ïðîñèë âàñ ïîçâîíèòü, à åãî
íå îêàçàëîñü íà ìåñòå èëè îí íå ìîæåò ïîäîéòè, ïîïðîñèòå ïåðåäàòü,
÷òî âû çâîíèëè. Ïîòîì ìîæíî ïîçâîíèòü åùå ðàç èëè ñêàçàòü, êîãäà è
ãäå âàñ ìîæíî áóäåò ëåãêî íàéòè. ×òîáû íå áûòü ïðèêîâàííûì ê òåëåôîíó, íàçîâèòå íåñêîëüêî ìåñò, â êîòîðûõ âû áóäåòå íàõîäèòüñÿ.
5. Åñëè ðàçãîâîð ïðåäñòîèò äëèòåëüíûé èëè íàäî îáñóäèòü ñèòóàöèþ, èëè ïîäðîáíî ðàññïðîñèòü ÷åëîâåêà î ÷åì-òî ïî òåëåôîíó, íàçíà÷üòå ðàçãîâîð íà òàêîå âðåìÿ, êîãäà ìîæíî áûòü óâåðåííûì, ÷òî ó
âàøåãî ñîáåñåäíèêà äîñòàòî÷íî âðåìåíè íà áåñåäó ñ âàìè.
6. Ñåé÷àñ âñå ÷àùå òåëåôîííûå êîìïàíèè ïî âñåé ñòðàíå ïðåäëàãàþò òåëåôîíû-îïðåäåëèòåëè, íà êîòîðûõ çàãîðàåòñÿ íîìåð òåëåôîíà, ñ
êîòîðîãî âàì çâîíÿò, è ïî ýòîìó íîìåðó èëè ïî èíûì ïðèçíàêàì âû
ìîæåòå óçíàòü, êòî çâîíèò. Ïîñêîëüêó âû ìîæåòå ðåøàòü, áðàòü òðóáêó
èëè íåò, íàäî áûòü î÷åíü îñìîòðèòåëüíûì, ÷òîáû íå îòïóãíóòü èëè íå
ñìóòèòü çâîíÿùåãî, êîòîðîãî âû ìîãëè îïîçíàòü ïî åãî íîìåðó, íå
ïðîèçíîñèòå åãî èìåíè, ïîêà îí ñàì íå ñäåëàåò ýòîãî. Âàøåìó ñîáåñåäíèêó áûëî áû î÷åíü íåóþòíî çíàòü, ÷òî «Ñòàðøèé Áðàò» ñëåäèò çà íèì
ïîâñþäó. Ê òîìó æå äî ñèõ ïîð íåò îêîí÷àòåëüíîãî ïðàâîâîãî ðåøåíèÿ
îòíîñèòåëüíî òîãî, ýòè÷íî ëè ïðèìåíÿòü ïîäîáíûå ñèñòåìû èëè ýòî
ÿâëÿåòñÿ ïîñÿãàòåëüñòâîì íà ÷àñòíóþ æèçíü. Ïîìíèòå îá ýòîì, åñëè è
âàì ñëó÷àåòñÿ ïîñìîòðåòü, êòî çâîíèò, ïðåæäå ÷åì ïîäíÿòü òðóáêó.
7. Íèêîãäà íå ãîâîðèòå ïî òåëåôîíó ñ íàáèòûì ðòîì, íå æóéòå è
íå ïåéòå. Åñëè âî âðåìÿ ðàçãîâîðà âû ÷èõíóëè èëè çàêàøëÿëè, ïîñòàðàéòåñü ïðèêðûòü òðóáêó ðóêîé, ÷òîáû ýòîãî íå áûëî ñëûøíî. Åñëè
âàì ïîêàæåòñÿ, ÷òî ñîáåñåäíèê âñå ñëûøàë, íàäî ñêàçàòü «èçâèíèòå».
8. Åñëè çâîíèò òåëåôîí, à âû óæå ãîâîðèòå â ýòî âðåìÿ ïî äðóãîìó
àïïàðàòó è íå ìîæåòå ïðåðâàòüñÿ, ïîñòàðàéòåñü çàêîí÷èòü ïåðâûé ðàçãîâîð, à óæ ïîòîì îáñòîÿòåëüíî ïîãîâîðèòü ñî âòîðûì ñîáåñåäíèêîì.
Åñëè ìîæíî, ñïðîñèòå ó âòîðîãî, ïî êàêîìó íîìåðó ïåðåçâîíèòü è
êîãî ïîçâàòü. Ñêàæèòå: «ß ñåé÷àñ óæå ãîâîðþ ïî äðóãîìó òåëåôîíó.
Ìîæíî âàì ïåðåçâîíèòü, êîãäà çàêîí÷ó?» Çà èñêëþ÷åíèåì ñëó÷àåâ
ñàìîé êðàéíåé íåîáõîäèìîñòè, íå ïðåêðàùàéòå íà÷àòûé ðàçãîâîð,
ïîñêîëüêó, îòäàâ ïðåäïî÷òåíèå âòîðîìó ñîáåñåäíèêó, âû ìîæåòå îáèäåòü ïåðâîãî, êîòîðûé ðåøèò, ÷òî âû ñ íèì ìåíüøå ñ÷èòàåòåñü. Îäíàêî, åñëè ðàçãîâîð ïî ñóùåñòâó ñ ïåðâûì ñîáåñåäíèêîì óæå çàêîí÷åí è
âû ïðîñòî íå çíàåòå êàê åãî ïðåêðàòèòü, òî òóò âàøè ñëîâà î òîì, ÷òî
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âàì íåîáõîäèìî ïîãîâîðèòü ñ äðóãèì ÷åëîâåêîì, áóäóò êàê ðàç ïðåêðàñíûì âûõîäîì èç ïîëîæåíèÿ.
Åñëè ðàçãîâîð ñ ïåðâûì ñîáåñåäíèêîì î÷åíü íàïðÿæåííûé, âû,
ðàçóìååòñÿ, ìîæåòå ïðîñòî íå îòâåòèòü íà ãóäêè âòîðîãî àïïàðàòà. Åñëè
âû îïàñàåòåñü, ÷òî ýòè ãóäêè ñìóòÿò ñîáåñåäíèêà, ñêàæèòå åìó ïðîñòî: «Ìíå òóò çâîíÿò, íî ìíå íå õî÷åòñÿ ïðåðûâàòü íàø ðàçãîâîð. Íå
âîëíóéòåñü, åñëè íàäî, ïåðåçâîíÿò». Òàê âû ïîêàæåòå, ÷òî ñëåäèòå çà
íèòüþ áåñåäû è íå ïîçâîëÿåòå âíåøíèì ïîìåõàì, ïóñòü äàæå ýòî
áóäóò çâîíêè ïî òåëåôîíó, íàðóøèòü õîä âàæíîãî ðàçãîâîðà.
9. Åñëè âû óâåðåíû, ÷òî ýòîò çâîíîê ñâÿçàí ñ òåì, ÷òî âàø íîìåð
âûáðàí êîìïüþòåðîì, ìîæåòå ñîâåðøåííî ñïîêîéíî êëàñòü òðóáêó. Îäèí
ñòðàõîâîé àãåíò, êîòîðûé çàïðîãðàììèðîâàë ñâîé êîìïüþòåð òàê, ÷òîáû
òîò àâòîìàòè÷åñêè îáçâàíèâàë çà âûõîäíûå äî äâóõ òûñÿ÷ ÷åëîâåê. Îêàçûâàåòñÿ, çàòðàòû íà òàêîå áåçëè÷íîå îáçâàíèâàíèå îêóïàëèñü, äàæå åñëè
óäàâàëîñü ñáûòü îäèí-åäèíñòâåííûé ïîëèñ.
10.Åñëè âàì ïðåäñòîèò îáñòîÿòåëüíûé òåëåôîííûé ðàçãîâîð ñ ïîêóïàòåëåì èëè çàêàç÷èêîì, ïîñòàðàéòåñü óâèäåòüñÿ ñ íèì õîòü îäèí
ðàç. Ýòî çíàêîìñòâî ïîçâîëèò âàì çàêðåïèòü ñîòðóäíè÷åñòâî, è âàøè
òåëåôîííûå êîíòàêòû â äàëüíåéøåì ïðèîáðåòóò ãîðàçäî áîëåå ëè÷íûé õàðàêòåð. Âû ñýêîíîìèòå ìíîãî ÷àñîâ òåëåôîííîãî îáùåíèÿ â
áóäóùåì, ïîòðàòèâ íà ñâèäàíèå êàêèõ-òî ÷åòâåðòü èëè ïîë÷àñà.
11.Åñëè âàì êàæåòñÿ, ÷òî ðàçãîâîð ìîæåò çàòÿíóòüñÿ, íà÷íèòå ñ
âîïðîñà: «Ó âàñ åñòü ñåé÷àñ âðåìÿ äëÿ ðàçãîâîðà?»
12.Ïðè îáùåíèè ñ î÷åíü çàíÿòûìè ëþäüìè äîãîâîðèòåñü î «òåëåôîííîì äíå» è ñòðîãî åìó ñëåäóéòå.
Êàê âåæëèâî çàêîí÷èòü òåëåôîííûé ðàçãîâîð
Ëåãêî ïðåäñòàâèòü ñåáå ñèòóàöèþ, â êîòîðîé ìíîãèå ÷óâñòâóþò ñåáÿ î÷åíü íåëîâêî, êîãäà íåîáõîäèìî ñêàçàòü, ÷òî âû íå
ìîæåòå áîëüøå ãîâîðèòü ïî òåëåôîíó. Òðóäíåå âñåãî çàêîí÷èòü ðàçãîâîð
ñ òåìè, êòî ëèáî ïðîñòî íå â ìåðó áîëòëèâ, ëèáî áåñïðåñòàííî îòâëåêàåòñÿ íà ïîäðîáíîñòè, íå èìåþùèå ïðÿìîãî êàñàòåëüñòâà ê äåëó. Âàì, ìîæåò
áûòü, è íå íàäî áåæàòü íà ñîâåùàíèå èëè êóäà-òî â äàííûé ìîìåíò
çâîíèòü, íî, ïðîäîëæàÿ ðàçãîâîð, ìû íå ñäåëàåì îñòàëüíîé ðàáîòû, à
ïîòîì ïðîïóñòèì âñòðå÷ó, íàçíà÷åííóþ íà áîëåå ïîçäíèå ÷àñû. Íåëüçÿ
ãîâîðèòü ñîáåñåäíèêó, ÷òî îí ñëèøêîì ìíîãî ãîâîðèò, ÷òî âû óñòàëè åãî
ñëóøàòü èëè, ÷òî âñå ñêàçàííîå èì î÷åíü äàëåêî îò ñóùåñòâà äåëà. ×òîáû
ïðåêðàòèòü ðàçãîâîð ñ ìíîãîðå÷èâûì ñîáåñåäíèêîì, íå îáèäåâ åãî ïðè
ýòîì, íåîáõîäèìà äåëèêàòíîñòü. Òîí âàøåãî ãîëîñà äîëæåí âûðàæàòü
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èñêðåííþþ çàèíòåðåñîâàííîñòü òåìîé áåñåäû, íî âàì ïðèõîäèòñÿ ãîâîðèòü òî, ÷òî ãîâîðÿò îáû÷íî: «Êàê áû ìíå õîòåëîñü ïîãîâîðèòü ñ âàìè
ïîäîëüøå, íî ÿ âûíóæäåí âåðíóòüñÿ ê áðîøåííûì äåëàì», èëè: «Ñïàñèáî, ÷òî ïîçâîíèëè, íî ó ìåíÿ ñåé÷àñ ñðî÷íîå äåëî».
Ñóùåñòâóþò ðàçíûå îáñòîÿòåëüñòâà, êîòîðûìè ìîæíî âîñïîëüçîâàòüñÿ äëÿ òîãî, ÷òîáû ïðåðâàòü ðàçãîâîð, íå îáèäåâ ñîáåñåäíèêà, íî
ëó÷øå, åñëè îíè ïðèñóòñòâóþò â äåéñòâèòåëüíîñòè, à òî âàì ïðèäåòñÿ
æèòü ñ îùóùåíèåì âèíû çà âûíóæäåííîå âðàíüå:
«Íå õî÷ó âàñ ïðåðûâàòü, íî ìíå ïîðà âûõîäèòü, à òî áîþñü îïîçäàòü íà çàñåäàíèå».
«Ïðîñòèòå, ïîäîøëî âðåìÿ î÷åðåäíîé âñòðå÷è, ìíå ïîðà èäòè».
«Î÷åíü ïðèÿòíî ñ âàìè ðàçãîâàðèâàòü, íî ìíå ñåé÷àñ íàäî çâîíèòü
åùå â îäíî ìåñòî. Ìîæíî ÿ ïåðåçâîíþ âàì ïîïîçæå?»
«ß ïðåðâàë ïåðåãîâîðû, êîãäà âû ïîçâîíèëè. Ïðîñòèòå, ìíå íàäî
èõ ïðîäîëæèòü».
«ß ñåé÷àñ çàíÿò, ìîãó ÿ âàì ïåðåçâîíèòü?»
«Î÷åíü ðàä áûë âàñ ñëûøàòü, íî ñåé÷àñ ìíå íàäî óéòè».
Çàêàí÷èâàòü òåëåôîííûé ðàçãîâîð íàäî òàê, êàê âû çàêîí÷èëè áû
ñëóæåáíóþ çàïèñêó, òî åñòü êàêèìè-òî ïðåäëîæåíèÿìè, êàñàþùèìèñÿ áóäóùèõ øàãîâ, íàïðèìåð:
«Äàâàéòå îáñóäèì âñå åùå ðàç ÷åðåç íåñêîëüêî äíåé».
«ß âàì â ñëåäóþùèé ïîíåäåëüíèê ïîçâîíþ».
«Ïîçâîíèòå, êîãäà ó âàñ ÷òî-òî ïðîÿñíèòñÿ ñ íàøåé âñòðå÷åé».
«Äàâàéòå åùå ðàçîê ïîãîâîðèì è ïðèêèíåì, ÷òî ó íàñ â èòîãå
ïîëó÷èëîñü».
Ïðåäïîëîæèì, â ñåíòÿáðå âû áåñåäóåòå ñ ÷åëîâåêîì, ñ êîòîðûì
îáùàåòåñü íå îñîáåííî ÷àñòî. Ïðåîäîëåéòå ñîáëàçí çàÿâèòü îòêðîâåííî, ÷òî ñëåäóþùèé ðàçãîâîð ìåæäó âàìè äîëæåí ñîñòîÿòüñÿ íåñêîðî.
Íàïðèìåð, òàêèå ñëîâà: «Äóìàþ, âðÿä ëè íàì ïðèäåòñÿ áåñåäîâàòü
ðàíüøå Íîâîãî ãîäà» ïðîçâó÷àò ñëèøêîì ñóõî. Ëó÷øå ïðîäåìîíñòðèðîâàòü ïîáîëüøå ñäåðæàííîñòè è îïòèìèçìà: «Íàäåþñü, åùå ïîãîâîðèì» èëè «Íó, ÿ äóìàþ, êàê-íèáóäü åùå áóäåò ñëó÷àé ïîáåñåäîâàòü».
Îòâå÷àòü ëè íà çâîíêè, êîãäà ó âàñ ïîñåòèòåëü?
Åñëè â âàøåì êàáèíåòå êòî-òî ñèäèò, ïîïðîñèòå
çâîíÿùåãî ïîäîæäàòü. Âåæëèâîñòü ïðåäïèñûâàåò íå ïðåðûâàòü áåñåäó
ñ ÷åëîâåêîì òåëåôîííûìè ðàçãîâîðàìè. Îáû÷íî ñëóæàùèé ñòðåìèòñÿ
òàêæå ê òîìó, ÷òîáû çàøåäøèé ê íåìó â êàáèíåò ÷åëîâåê íå óñëûøàë
ñëó÷àéíî ëè÷íîé èëè êîíôèäåíöèàëüíîé èíôîðìàöèè. Êîãäà ÷åëî190
âåê, êîòîðîãî âû ïðèíèìàåòå, âèäèò, ÷òî âî âðåìÿ áåñåäû ñ íèì âû
îòêëàäûâàåòå äðóãèå äåëà, ýòî çàñòàâëÿåò åãî ïî÷óâñòâîâàòü ñâîþ çíà÷èòåëüíîñòü. Áîëåå òîãî, ïðåðûâàÿ áåñåäó, âû áóäåòå íå òîëüêî âàæíûì è çàíÿòûì, íî åùå è íåâîñïèòàííûì.
Âñòðå÷àÿñü ñ êîíêðåòíûì ÷åëîâåêîì, äàéòå ðàñïîðÿæåíèå ñâîåìó
ñåêðåòàðþ, ñ êåì âàñ ñîåäèíÿòü, êîãî ïðîñèòü ïåðåçâîíèòü ïîçæå, êîìó
ñêàçàòü, ÷òî ïîòîì ïîçâîíèòå ñàìè. Çàâåäèòå ýòîò ïîðÿäîê, èíà÷å ëåãêî
ïîïàñòü âïðîñàê. Âîò îäèí ïðèìåð. Ñëóæàùåìó ïîçâîíèëà æåíà. Êîãäà
ñïðîñèëè, íåëüçÿ ëè, ÷òîáû ìóæ ïåðåçâîíèë åé ïîïîçæå, îíà çàÿâèëà,
÷òî çâîíèò ïî âàæíîìó äåëó è áóäåò æäàòü. Ñåêðåòàðü íå ñêàçàë æåíå,
÷òî åå ìóæó çâîíÿò îäíîâðåìåííî ïî òðåì òåëåôîíàì; âìåñòî ýòîãî îí
ïðåðâàë âàæíûé ðàçãîâîð ñâîåãî øåôà, ïîêàçàâ åìó çàïèñêó: «Çâîíèò
âàøà æåíà, ãîâîðèò, ÷òî ÷òî-òî ñðî÷íîå». Ìàëî òîãî, ÷òî ïðåðâàëèñü
âàæíûå ïåðåãîâîðû, íî åùå è ñëóæàùèé ðàçâîëíîâàëñÿ: ÷òî ìîãëî ñëó÷èòüñÿ? Çíàé åãî æåíà, ÷òî ó íåãî íàïðÿæåííûé òåëåôîííûé ðàçãîâîð,
îíà ñêîðåå âñåãî ñîãëàñèëàñü áû ïåðåçâîíèòü. Äà è ñàì îí äîëæåí áûë
áû îáúÿñíèòü ñåêðåòàðþ ðàçíèöó ìåæäó «âàæíûì äåëîì» è «ñðî÷íûì
äåëîì», ÷òîáû â áóäóùåì èçáåæàòü ïîäîáíûõ íåäîðàçóìåíèé.
Áóäüòå î÷åíü îñòîðîæíû, èãíîðèðóÿ çâîíêè, êîòîðûå ïîòîì «ïîâèñàþò â âîçäóõå». Åñòü ðàçãîâîðû, êîòîðûå ïî òîé èëè èíîé ïðè÷èíå
íèêàê íå óäàåòñÿ äîâåñòè äî êîíöà, à åñëè è óäàåòñÿ, òî ëèøü ÷åðåç
çíà÷èòåëüíûé ïðîìåæóòîê âðåìåíè, ñêàæåì, èç-çà òîãî, ÷òî îáà íîìåðà î÷åíü ïåðåãðóæåíû, è âû ñ âàøèì ïîòåíöèàëüíûì ñîáåñåäíèêîì
ïûòàåòåñü ñîçâîíèòüñÿ öåëûìè äíÿìè, à òî è íåäåëÿìè.  êîíöå êîíöîâ, áåñêîíå÷íûå âçàèìíûå ïðîñüáû ïîçâîíèòü íà÷èíàþò ðàçäðàæàòü,
à ïîãîâîðèòü òàê è íå óäàåòñÿ. Áûâàåò, ÷òî êòî-òî çâîíèò â íåóäîáíîå
âðåìÿ, âû îáåùàåòå ïåðåçâîíèòü çàâòðà, íî íà ñëåäóþùèé äåíü çàíÿòû
äðóãèìè äåëàìè è ïîçâîíèòü íå ìîæåòå. Òîëüêî ÷åðåç íåñêîëüêî äíåé
îáíàðóæèâàåòñÿ, ÷òî âû òàê è íå ïåðåçâîíèëè. Áûâàåò, âåñü îòïóñê âû
ïîìíèòå î òîì, ÷òî íàäî ïîçâîíèòü. Íî, âåðíóâøèñü, äî òîãî ïîãðÿçíåòå â òåêó÷êå, ÷òî òàê è íå óäîñóæèâàåòåñü ïîêîí÷èòü ñ ýòèìè ñòàðûìè
äîëãàìè. Èíîãäà êòî-òî îñòàâëÿåò ïðîñüáó, ÷òîáû åìó ïåðåçâîíèëè, è
âåäåò ñåáÿ òàê, áóäòî îí äîçâîíèëñÿ è äåëî ñäåëàíî. Íàäî ëè æäàòü,
äîêà âàì ïåðåçâîíÿò? Íàäî ëè îñòàâëÿòü äîïîëíèòåëüíûå çàïèñêè èëè
ïðîäîëæàòü çâîíèòü äî òåõ ïîð, ïîêà íå ïîéìàåòå íóæíîãî ÷åëîâåêà?
Ñëó÷àåòñÿ, ïîçâîíèøü êîìó-òî ñ êàêèì-íèáóäü âîïðîñîì, à åãî íåò íà
ìåñòå, ïðîñèøü ïåðåäàòü, ÷òîáû ïåðåçâîíèëè, îñòàâëÿåøü íîìåð òåëåôîíà. ×åðåç íåêîòîðîå âðåìÿ ýòîò ÷åëîâåê âàì çâîíèò, à âû óæå âñå
âûÿñíèëè â äðóãîì ìåñòå, ó äðóãîãî ÷åëîâåêà. À òîò, êòî âàì óæå íå
íóæåí, òåïåðü ïðîñèò ïåðåäàòü, ÷òîáû âû åìó ïåðåçâîíèëè.
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Áóäåòå ëè âû çâîíèòü, íåñìîòðÿ íà òî, ÷òî ïîìîùü åãî âàì óæå íå
íóæíà? Ïîáîëòàåòå, äàæå ïðèçíàåòåñü ÷òî îáîøëèñü íà ñåé ðàç áåç
íåãî, íî âñå ðàâíî ïåðåçâîíèòå? Èëè ïîñòàðàåòåñü íàçâàòü èçíà÷àëüíóþ ïðè÷èíó çâîíêà, äàæå ñåëè îíà óæå óòðàòèëà äëÿ âàñ àêòóàëüíîñòü? À ìîæåò áûòü, ïîäîæäåòå, ïîêà âîçíèêíåò íîâàÿ íàäîáíîñòü,
÷òîáû ñîâìåñòíûå óñèëèÿ ñâÿçàòüñÿ íå ïðîïàëè âïóñòóþ?
Ëó÷øå âñåãî ïåðåçâîíèòü â ëþáîì ñëó÷àå, ÷òîáû íå áûëî «ïîâèñøèõ
â âîçäóõå» çâîíêîâ, îñòàâëÿþùèõ íåïðèÿòíûé îñàäîê, à òî è ñîçäàþùèõ
íàì ðåïóòàöèþ ÷åëîâåêà, êîòîðûé íå çàèíòåðåñîâàí â êîíòàêòå. Ìîæíî
îáúÿñíèòü, âàñ ïîäïèðàë ñðîê ñäà÷è ðàáîòû, ïî ïîâîäó êîòîðîé âû çâîíèëè, òàê ÷òî âàì ïðèøëîñü ðåøèòü âñå âîçíèêøèå âîïðîñû áåç ïîñòîðîííåé ïîìîùè. Íî âû âåäü ìîæåòå ïðèäóìàòü, êàê åùå âîñïîëüçîâàòüñÿ
èäåÿìè èëè óñëóãàìè êîëëåãè, äàæå åñëè âû ïðîñòî ïîáîëòàåòå ñ íèì íà
îáùèå òåìû. Òàêèì îáðàçîì, è çâîíêè, è ñîñòîÿâøèéñÿ â èòîãå ðàçãîâîð
ìîãóò ñòàòü äëÿ âàñ îáîèõ âàæíûìè â áîëåå øèðîêîì ñìûñëå – â ñìûñëå
óêðåïëåíèÿ ëè÷íûõ âçàèìîîòíîøåíèé.
Èòàê, ñ òî÷êè çðåíèÿ ýòèêåòà, ïîñòóïàòü íàäëåæèò ñëåäóþùèì
îáðàçîì: ïåðåçâàíèâàéòå â ëþáîì ñëó÷àå, çàñòàâëÿåò ëè âàñ íóæäà èëè
íåò. Áóäüòå âåæëèâû. Åñëè âàñ ïðîñèëè – çâîíèòå.
«Çàùèòà îò òåëåôîíà»
Êàæäûé, êòî çâîíèò òåáå ïî òåëåôîíó, óáåæäåí
â òîì, ÷òî îí – åäèíñòâåííûé, è íåò âîïðîñà áîëåå âàæíîãî, ÷åì ó
íåãî. Ïëþñ, îí óâåðåí â òîì, ÷òî òû ìîæåøü ñëóøàòü òîëüêî åãî âåñü
ðàáî÷èé äåíü. È åñëè òû ïîïûòàåøüñÿ ðàçóáåäèòü òàêîãî ÷åëîâåêà,
îãðàíè÷èòü âðåìÿ ðàçãîâîðà èëè âîîáùå óêëîíèòüñÿ, âî-ïåðâûõ, îí
íå ïîéìåò òåáÿ, à âî-âòîðûõ, òðóäíî ïðåäâèäåòü, ê êàêèì ïîñëåäñòâèÿì ìîæåò ïðèâåñòè òâîé îòêàç.
Ìåòîä îòãîðàæèâàíèÿ
Òåëåôîí ìîæåò îòíèìàòü î÷åíü ìíîãî âðåìåíè. Êàê âïèñàòü åãî â
ðàáî÷èé äåíü? Áóäåò ëó÷øå, åñëè òû çàðàíåå îòãîðîäèøüñÿ îò íåíóæíûõ
çâîíêîâ èëè îòîäâèíåøü èõ íà äðóãîå, áîëåå óäîáíîå äëÿ òåáÿ âðåìÿ.
– Ïðîèíôîðìèðóé âñåõ, ñ êåì òû ãîâîðèøü ïî òåëåôîíó (ïîä÷èíåííûõ, êîëëåã, êëèåíòîâ, äðóçåé, ðîäñòâåííèêîâ) î òîì, êîãäà
òåáå íå çâîíèòü.
– Íàçíà÷ü ïî âîçìîæíîñòè âðåìÿ äëÿ åæåäíåâíûõ àêòèâíûõ (èñõîäÿùèõ îò òåáÿ) òåëåôîííûõ ïåðåãîâîðîâ.
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Ñîîáùè ñâîèì àáîíåíòàì âðåìÿ, êîãäà òåáå ëó÷øå âñåãî çâîíèòü.
Èçáåãàé â êîíöå ðàçãîâîðà ôðàç òèïà: «Ïîçâîíèòå ìíå êàêíèáóäü!», åñëè æåëàåøü, ÷òîáû ÷åëîâåê çâîíèë åùå ðàç.
– Íå çàñòàâëÿé æäàòü ëþäåé, êîòîðûå ðàññ÷èòûâàþò ïîëó÷èòü îò
òåáÿ èçâåñòèå, à çâîíè â òî÷íî íàçíà÷åííîå òîáîé âðåìÿ, ïðåæäå
÷åì îíè ïîçâîíÿò òåáå è íàïîìíÿò.
– Ïóñòü âñå âõîäÿùèå òåëåôîííûå çâîíêè èäóò ÷åðåç òâîåãî ñåêðåòàðÿ èëè ÷åðåç àâòîîòâåò÷èê.
Ó ìíîãèõ ëþäåé åñòü ýìîöèîíàëüíîå ïðåäóáåæäåíèå ïðîòèâ àâòîîòâåò÷èêà. Îí «ãëóøèò» âñå çâîíêè áåç ðàçáîðà. Îäíàêî åãî ïðåèìóùåñòâà ïî ñðàâíåíèþ ñ ïîëíûì îòêëþ÷åíèåì òåëåôîíà ñîñòîÿò â òîì,
÷òî ïîñëå çàâåðøåíèÿ âñåõ äåë ìîæíî ïðîñëóøàòü ñîîáùåíèÿ àáîíåíòîâ è ïîçâîíèòü èì.
– Åñëè ó òåáÿ íåò ñåêðåòàðÿ èëè àâòîîòâåò÷èêà, òû ñìîæåøü çàùèòèòüñÿ îò íåíóæíûõ çâîíêîâ ñ ïîìîùüþ òàêèõ êðàòêèõ è
òî÷íûõ ôðàç, êàê: «ß ïåðåçâîíþ âàì ïîçæå» èëè «Ïîæàëóéñòà,
ïåðåçâîíèòå ìíå â 16 ÷àñîâ».
Ðàçãîâîð áåç îòêëàäûâàíèÿ
 èñêëþ÷èòåëüíûõ ñëó÷àÿõ, êîãäà ïðîðûâàþòñÿ
âàæíûå çâîíêè, èëè âî âðåìÿ òåëåôîííûõ «÷àñîâ ïðèåìà», òû äîëæåí
ñðàçó æå â íà÷àëå ðàçãîâîðà âûÿñíèòü:
– êòî òâîé àáîíåíò, èç êàêîé ôèðìû, êàêàÿ ó íåãî äîëæíîñòü,
êàêèå âîïðîñû ðåøàåò;
– ÷åãî îí õî÷åò;
– íàñêîëüêî ñðî÷íî è âàæíî åãî äåëî (ñðîê èñïîëíåíèÿ);
– êîãäà òû ñìîæåøü ïîçâîíèòü åìó (ïîñëå òîãî êàê âûïîëíèøü
åãî ïðîñüáó èëè ïðåäëîæåíèå);
– ïî êàêîìó íîìåðó òû ìîæåøü äîçâîíèòüñÿ äî íåãî (ïðè ïåðâîì êîíòàêòå: àäðåñ, íîìåð òåëåôîíà èëè òåëåêñà, òî÷íîå íàïèñàíèå ôàìèëèè).
È, åñòåñòâåííî, íàäî çàïèñàòü âñå îòâåòû íà ýòè âîïðîñû.
Îáðàòíûé çâîíîê
Òðåòèé ìåòîä ðàöèîíàëüíîé ðàáîòû ñ òåëåôîíîì
(ïîñëå îòãîðàæèâàíèÿ è ðàçãîâîðà áåç îòêëàäûâàíèÿ) – îáðàòíûé
(îòâåòíûé) çâîíîê.
Ïî÷åìó ïîâîä äëÿ çâîíêà ê òåáå äîëæåí àâòîìàòè÷åñêè ñ÷èòàòüñÿ
áîëåå âàæíûì, ÷åì òâîå äåëî, êîòîðîå òû ïðåðûâàåøü, ñíèìàÿ òðóáêó?
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Îäèí èç çàïàäíûõ ìåíåäæåðîâ òàê ãîâîðèë íà ýòîò ñ÷åò: «Íèêòî íå
ðàññ÷èòûâàåò íà òî, ÷òî âðà÷ èëè õèðóðã ïðåðâåò ïðèåì èëè îïåðàöèþ
è ïîäîéäåò ê òåëåôîíó. Íèêòî íå ïîïðîñèò ê òåëåôîíó àäâîêàòà âî
âðåìÿ ñëóæåáíîãî ðàçáèðàòåëüñòâà èëè ïðîôåññîðà âî âðåìÿ ëåêöèè.
Ïî÷åìó æå ìîæíî îæèäàòü îò äåëîâîãî ÷åëîâåêà, ÷òî îí «âñåãäà ãîòîâ»,
êîãäà çâîíèò òåëåôîí?»
«Òåëåôîííûé áëîê»
Ìåòîä îáðàòíûõ çâîíêîâ òîëêàåò ê åùå îäíîìó
ìåòîäó – «òåëåôîííûé áëîê».
– Âûáåðè îäèí-äâà âðåìåííûõ ïðîìåæóòêà, íàïðèìåð, áëèæå ê
ïîëóäíþ èëè ê âå÷åðó, êîãäà òû ñìîæåøü âåñòè âñå ñâîè òåëåôîííûå ðàçãîâîðû ïîñëåäîâàòåëüíî (âñå âìåñòå) èëè ñåðèÿìè,
ïðåäâàðèòåëüíî ïîäãîòîâèâøèñü ê îäíîðîäíîé ðàáîòå, è íå
áóäóò ìåøàòü âõîäÿùèå çâîíêè.
– Åñëè òû çàðàíåå îïðåäåëèøü öåëü ðàçãîâîðà, òî ñðàçó ñìîæåøü
íà÷àòü îáñóæäåíèå âàæíûõ âåùåé. Òû íå òðàòèøü âðåìÿ íà
ïîñïåøíûé ïîèñê âî âðåìÿ ðàçãîâîðà íåîáõîäèìûõ äîêóìåíòîâ, ïîñêîëüêó âñå óæå ïðèâåäåíî â ïîðÿäîê.
– Íî ñëåäè çà òåì, ÷òîáû «òåëåôîííûå áëîêè» áûëè íå ñëèøêîì
ïðîäîëæèòåëüíûìè (ïðèìåðíî 30 ìèíóò), èíà÷å òåëåôîí áóäåò
ïîñòîÿííî çàíÿò è çâîíÿùèå òåáå ïîòåðÿþò òåðïåíèå.
Òåëåôîí è äíåâíèê âðåìåíè
Äëÿ óñêîðåíèÿ ïîäãîòîâêè îäíîãî èëè íåñêîëüêèõ òåëåôîííûõ ðàçãîâîðîâ ìîæíî èñïîëüçîâàòü ïëàí äíÿ. Ïîìå÷àé â
íåì âîïðîñû äëÿ âûÿñíåíèÿ ïî òåëåôîíó, à òàêæå, ïðè íåîáõîäèìîñòè, èõ ðåçóëüòàòû:
– ðàçãîâîð;
– ïàðòíåð;
– òåìà, ïîâîä;
– íîìåð òåëåôîíà;
– ðèîðèòåòíîñòü;
– êîíòðîëü çà èñïîëíåíèåì.
Êîãäà ëó÷øå íå çâîíèòü?
–
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«Ìåëêèå» òåëåôîííûå çâîíêè äåëàé â òî âðåìÿ, êîãäà îíè íå
ìîãóò íàðóøèòü õîä ðàáîòû.
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Èñïîëüçóé äëÿ ýòîãî «õîëîñòûå» ïðîìåæóòêè âðåìåíè, ïàóçû
ìåæäó äåëàìè è ñîâåùàíèÿìè.
Íå ïîëüçóéñÿ òåëåôîíîì â ðàáî÷èå ÷àñû ïèê.
Íàèáîëåå áëàãîïðèÿòíîå äëÿ çâîíêîâ âðåìÿ – ñ 8.00 äî 9.30,
ñ 13.30 äî 14.00, ïîñëå 16.30.
Ïåðåä êàæäûì çâîíêîì îòâåòèòü ñåáå íà òðè âîïðîñà:
1) èìååòñÿ ëè îäíîçíà÷íàÿ ïîòðåáíîñòü ãîâîðèòü?
2) îáÿçàòåëüíî ëè çíàòü îòâåò ïàðòíåðà?
3) à íåëüçÿ ëè óâèäåòü ïàðòíåðà (àáîíåíòà) áåç çâîíêà?
Ïðåäâàðèòåëüíûå ñîîáðàæåíèÿ, êîòîðûå íå ïðèâîäÿò ê òåëåôîííîìó ðàçãîâîðó, öåííåå, ÷åì òåëåôîííûé çâîíîê áåç öåëè
èëè ðåçóëüòàòà.
Êàêîâà ìîÿ öåëü?
Íàáèðàé íîìåð àáîíåíòà òîëüêî òîãäà, êîãäà áóäåò ÿñíà öåëü ðàçãîâîðà:
– Õî÷ó ëè ÿ ïðîñòî ïîääåðæàòü êîíòàêò è îáìåíÿòüñÿ ìíåíèåì ñ
êîëëåãîé?
– Õî÷ó ëè ÿ êîå-÷òî âñïîìíèòü èëè óñòàíîâèòü íîâóþ ñâÿçü?
– Õî÷ó ëè ÿ ïîëó÷èòü èíôîðìàöèþ èëè ïåðåäàòü åå?
– Õî÷ó ëè ÿ ïîäåëèòüñÿ èäååé è ïîïðîñèòü îöåíèòü åå?
– Õî÷ó ëè ÿ óáåäèòü äðóãîãî ÷åëîâåêà â ñâîèõ íàìåðåíèÿõ è
áëèæå ïîçíàêîìèòü ñî ñâîèìè ïðîåêòàìè?
– Âûÿñíè ñàìîå ëó÷øåå âðåìÿ äëÿ çâîíêà, ÷òîáû íå îòðûâàòü
ïàðòíåðà îò äåëà. Óñòàíîâè ýòî âðåìÿ â êîíöå òåëåôîííîãî ðàçãîâîðà èëè ïðè ëè÷íîé âñòðå÷å.
– Ïðåäóïðåæäàé î ñâîåì çâîíêå çàáëàãîâðåìåííî. Ìíîãèå èç òâîèõ
ïàðòíåðîâ áóäóò æäàòü òâîåãî çâîíêà, åñëè òû çàðàíåå óêàæåøü
(ñ ïîìîùüþ ïèñüìà, òåëåêñà, ñåêðåòàðÿ ) òî÷íîå âðåìÿ. Òû
ñýêîíîìèøü èõ è ñâîå âðåìÿ è óñêîðèøü ðåøåíèå ïðîáëåìû.
– Ãîòîâüñÿ ê ñâîèì çâîíêàì ïî-äåëîâîìó è ñîäåðæàòåëüíî.
– Íàñòðîéñÿ íà ïàðòíåðà è ñêîíöåíòðèðóéñÿ íà âåäåíèè ðàçãîâîðà.
Òåëåôîííûé ðàçãîâîð
10 ñîâåòîâ ïðè âåäåíèè òåëåôîííîãî ðàçãîâîðà
×åòêî ïðîèçíîñè ñëîâà, íå çàñëîíÿé ìèêðîôîí, ïîâòîðíî íàçûâàé ñâîå èìÿ – ýòè è äðóãèå ïðàâèëà øèðîêî èçâåñòíû. Íî ïëþñ ê
íèì íàäî:
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– Áûòü êðàòêèì.
Ñâîäè ôðàçó äî ìèíèìóìà. Íà÷àëî ðàçãîâîðà îïðåäåëÿåò åãî õîä è
çàâåðøåíèå.
«Äîáðûé äåíü, ãîñïîäèí Õ., êàê âàøè äåëà?» – ýòî íå ÷òî èíîå,
êàê ïðèãëàøåíèå ê äîëãîìó ðàçãîâîðó î ñåìüå, îòïóñêå, õîááè è òåêóùèõ ñîáûòèÿõ, âïëîòü äî ïîãîäû.
«Äîáðûé äåíü, ãîñïîäèí Õ.! Ìíå íóæíî áûñòðî ïîëó÷èòü íåêîòîðûå ñâåäåíèÿ, åñëè ó âàñ åñòü äëÿ ìåíÿ ìèíóòà âðåìåíè» – ïîäîáíûå
ôðàçû íè â êîåì ñëó÷àå íå ÿâëÿþòñÿ íåâåæëèâûìè, íî ãàðàíòèðóþò
êðàòêèé òåëåôîííûé ðàçãîâîð.
Åñëè ïåðâûé êîíòàêò èìååò äëÿ öåëè ðàçãîâîðà îñîáîå çíà÷åíèå,
ìîæåøü êðàòêî íàïîìíèòü î ñîâìåñòíûõ äåëàõ. Íåçíàêîìöó óìåñòíî
êðàòêî ïðåäñòàâèòüñÿ.
– Ñíà÷àëà ñîîáùè, «î ÷åì èäåò ðå÷ü», è òîëüêî çàòåì îáúÿñíè
ïðè÷èíû è ïîäðîáíîñòè.
– Íå ïðåðûâàé ðàçãîâîð ïî òîé ïðè÷èíå, ÷òî ïî äðóãîìó àïïàðàòó ïîñòóïàåò âàæíûé çâîíîê.  ñëó÷àå íåîáõîäèìîñòè ñïðîñè,
ìîæíî ëè ïðåðâàòüñÿ, è çàâåðü â òîì, ÷òî òû ïåðåçâîíèøü
÷åðåç 10 ìèíóò.
– Èçáåãàé «ïàðàëëåëüíûõ ðàçãîâîðîâ» ñ îêðóæàþùèìè òåáÿ ëþäüìè.
– Èçúÿñíÿéñÿ ÷åòêî è ñïðàøèâàé ñîãëàñèå ñâîåãî àáîíåíòà, åñëè
õî÷åøü çàïèñàòü ðàçãîâîð íà ïëåíêó èëè ïîäêëþ÷èòü ïàðàëëåëüíûé àïïàðàò.
–  êîíöå äëèòåëüíîãî ðàçãîâîðà êðàòêî ïîäâåäè èòîãè è ïåðå÷èñëè ìåðû, êîòîðûå íàäî ïðèíÿòü (êòî èìåííî, êîãäà è ÷òî
äîëæåí ñäåëàòü).
– Ïðè íåîáõîäèìîñòè ïîïðîñè èëè ïîîáåùàé êðàòêîå ïèñüìåííîå ïîäòâåðæäåíèå òåëåôîííûõ ïåðåãîâîðîâ. Ýòî – êîïèÿ çàïèñåé ðàçãîâîðà ñ ïîäïèñüþ.
– Âî âðåìÿ ðàçãîâîðà çàïèøè òàêèå âàæíûå ïîäðîáíîñòè, êàê
èìåíà, öèôðû è îñíîâíóþ èíôîðìàöèþ, ñ êîòîðîé ïîòîì ìîãóò îçíàêîìèòüñÿ è êîòîðóþ ìîãóò ïîíÿòü òâîè ïîä÷èíåííûå
èëè êîëëåãè.
– Ñëåäè, îñîáåííî ïðè ìåæäóãîðîäíèõ ðàçãîâîðàõ, çà ïðîäîëæèòåëüíîñòüþ – ñòîèìîñòüþ òâîåãî ðàçãîâîðà (èñïîëüçóé äëÿ ýòèõ
öåëåé ñåêóíäîìåð, õðîíîãðàô, ïåñî÷íûå ÷àñû, ýëåêòðîííûé
ñ÷åò÷èê).
– Çàâåðøàé ðàçãîâîð, êàê òîëüêî äîñòèãíóòà åãî öåëü!
Ìíîãèå òåëåôîííûå ðàçãîâîðû ÷àñòî äëÿòñÿ î÷åíü äîëãî, ïîòîìó ÷òî
îáîèì ïàðòíåðàì òðóäíî èõ çàâåðøèòü. «Áîëüøîå ñïàñèáî, ãîñïîäèí Õ!
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ß äóìàþ, ýòîãî äîñòàòî÷íî. ß íàäåþñü, âàñ â ñêîðîì âðåìåíè óâèäåòü!» –
òàêîãî ðîäà ôðàçà ïîçâîëÿåò çàêîí÷èòü ðàçãîâîð ðàöèîíàëüíî è êðàòêî,
ðàâíî êàê âåæëèâî è íå îáåçëè÷åííî. Ñòàðàéñÿ ïðèó÷èòü ñâîèõ ïàðòíåðîâ
ê ñâîåìó ñòèëþ òåëåôîííûõ ïåðåãîâîðî⠖ êðàòêîñòè, íî è âåæëèâîñòè.
Ïîñëåäíåå âïå÷àòëåíèå îò òåáÿ äîëæíî áûòü íàèëó÷øèì.
Òåëåôîí íàèáîëåå ÷àñòî èñïîëüçóåòñÿ â äåëîâîì ìèðå è íàèáîëåå
÷àñòî äàåò òàêæå ïîâîäû äëÿ íåäîðàçóìåíèé. Ïðèó÷è ñåáÿ ê òîìó,
÷òîáû ñîñòàâëÿòü çàïèñü âñåõ âàæíûõ ðàçãîâîðîâ. Çà÷åì?
Òû áóäåøü èìåòü âàæíûé äîêóìåíò (äîêàçàòåëüíîãî õàðàêòåðà)
äëÿ ïîñëåäóþùåé ðàáîòû. Çàïèñü ìîæíî äåëàòü íåïîñðåäñòâåííî íà
äîêóìåíòå, èñïîëüçóåìîì ïðè ðàçãîâîðå, íà äåëîâîì ïèñüìå èëè íà
îòäåëüíîì ëèñòå.
Åñëè çâîíèøü òû
Äî ðàçãîâîðà:
– Ïîäóìàé, òàê ëè íåîáõîäèì ýòîò ðàçãîâîð.
– Îïðåäåëè åãî öåëü.
– Èìåé ïîä ðóêîé áóìàãó, êàðàíäàø (ðó÷êó), à òàêæå êàëåíäàðü
è íóæíûå äëÿ ðàçãîâîðà ìàòåðèàëû.
Âî âðåìÿ ðàçãîâîðà:
– Ñíÿâ òðóáêó, ïðåäñòàâüñÿ: ôàìèëèÿ, èìÿ, îò÷åñòâî, îòäåë, ïðåäïðèÿòèå (ãîðîä, ðåñïóáëèêà).
– Ãîâîðè ïðÿìî â òðóáêó.
– Ïðîèçíîñè ñëîâà ÷åòêî.
– Âûÿñíè, ñ òåì ëè òû ãîâîðèøü, êòî òåáå íóæåí.
– Ñïðîñè, åñòü ëè ó ñîáåñåäíèêà âðåìÿ íà ðàçãîâîð èëè ëó÷øå
ïåðåçâîíèòü ïîïîçæå.
– Ïîñòàðàéñÿ ñîçäàòü ïîëîæèòåëüíîå íàñòðîåíèå.
– Íå âîçðàæàé â «ëîá» ñîáåñåäíèêó, åñëè æåëàåøü äîáèòüñÿ áëàãîïðèÿòíîãî èñõîäà ðàçãîâîðà.
– Âíèìàòåëüíî ñëóøàé ñîáåñåäíèêà, íå ïðåðûâàé åãî.
– Ãîâîðè ñïîêîéíûì ãîëîñîì, íå êðè÷è.
– Ïîïðîáóé ïðèäàòü ñâîåìó ãîëîñó ïðèÿòíóþ èíòîíàöèþ.
– ×àùå óëûáàéñÿ. Ñîáåñåäíèê ýòîãî íå âèäèò, íî ÷óâñòâóåò.
– Èçáåãàé ìîíîòîííîñòè, ìåíÿé òåìï è èíòîíàöèþ ðàçãîâîðà.
– Íå ãîâîðè ñëèøêîì áûñòðî èëè ìåäëåííî, ïîïðîáóé «ïîäñòðîèòüñÿ» ïîä òåìï ñîáåñåäíèêà.
– Íå ïåðåîöåíèâàé ñïîñîáíîñòü ñîáåñåäíèêà ïîíÿòü ñïåöèàëüíóþ òåðìèíîëîãèþ.
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Èçáåãàé æàðãîíà.
Èñïîëüçóé ïàóçû.
Åñëè ñîáåñåäíèê íå ïîíèìàåò, íå ðàçäðàæàéñÿ è íå ïîâòîðÿé
ñêàçàííîå òåìè æå ñëîâàìè, íàéäè íîâûå.
–  êîíöå ðàçãîâîðà óòî÷íè: êòî è ÷òî äàëüøå áóäåò äåëàòü.
Ïîñëå ðàçãîâîðà:
– Ñïðîñè ó ñåáÿ: ñêàçàíî ëè âñå íóæíîå.
– Íå ñëåäóåò êîìó-ëèáî ïåðåäàòü ýòî ñîîáùåíèå.
– Òî÷íî çàïèøè èòîã ðàçãîâîðà – î ÷åì äîãîâîðèëñÿ ñ ñîáåñåäíèêîì.
– Çàïèøè, ÷òî òû îáåùàë ñäåëàòü.
– Ñäåëàé íåîáõîäèìûå çàìåòêè â åæåäíåâíèêå.
Åñëè çâîíÿò òåáå
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Âñåãäà ðÿäîì ñ òåëåôîíîì äåðæè êàðàíäàø è áóìàãó.
Îòâå÷àÿ, íàçûâàé ñâîþ ôàìèëèþ è îòäåë (ôèðìó).
Çàïèøè ñðàçó ôàìèëèþ ïîçâîíèâøåãî è åãî ïðîáëåìó.
Åñëè ïîçâîíèâøèé íå ïðåäñòàâèëñÿ, ïîïðîñè åãî îá ýòîì.
Åñëè òû íå ìîæåøü ñðàçó îòâåòèòü íà âîïðîñ, òî:
à) ïåðåäàé ñîäåðæàíèå ðàçãîâîðà ÷åëîâåêó, çíàþùåìó äàííóþ ïðîáëåìó;
á) ñïðîñè, ìîæíî ëè ïåðåçâîíèòü ñðàçó æå, êàê âûÿñíèòñÿ
âîïðîñ;
â) ñïðîñè, ìîæåò ëè ñîáåñåäíèê ïîäîæäàòü.
– Åñëè äëÿ ýòîãî òðåáóåòñÿ ìíîãî âðåìåíè, ñîîáùè îá ýòîì ñîáåñåäíèêó è ñïðîñè, ìîæåò ëè îí ïîäîæäàòü èëè ëó÷øå ïåðåçâîíèòü ïîïîçæå.
– Âûÿñíèâ âîïðîñ, ïîáëàãîäàðè ñîáåñåäíèêà è èçâèíèñü çà òî,
÷òî çàñòàâèë åãî æäàòü.
– Åñëè ïîçâîíèâøèé àãðåññèâåí, íå âîñïðèíèìàé åãî ïîâåäåíèå
êàê âûïàä ïðîòèâ ñåáÿ è íå ðàçäðàæàéñÿ: î÷åâèäíî, ó òàêîãî
ïîâåäåíèÿ åñòü ïðè÷èíà, ïîñòàðàéñÿ åå ïîíÿòü.
Êàêîâ âîïðîñ, òàêîâ îòâåò
Îñíîâíàÿ öåëü âñåõ ðàçãîâîðîâ ïî òåëåôîíó ïîëó÷åíèå ïîëíîé è òî÷íîé èíôîðìàöèè, èñêëþ÷àþùåé ïîâòîðíûå
óòî÷íåíèÿ. ×òî ìåøàåò ýòîìó? Âî-ïåðâûõ, íåóìåíèå çàäàâàòü âîïðîñû, ÷òîáû èíôîðìàöèÿ áûëà ïîëíîé. Âî-âòîðûõ, áàðüåðû êîììóíèêàöèé, êîòîðûå èñêàæàþò ñìûñë è âåäóò ê ïîòåðÿì èíôîðìàöèè.
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Êðèòåðèè äëÿ îöåíêè ïîëó÷åííîé èíôîðìàöèè: ïîëíîòà è òî÷íîñòü, äîñòîâåðíîñòü, ïîëåçíîñòü, íîâèçíà, ñâîåâðåìåííîñòü, íåîáõîäèìîñòü ðåàãèðîâàíèÿ.
Øâåéöàðñêèé ìûñëèòåëü êîíöà XVIII â. Ëàôàòåð ãîâîðèë: «Õî÷åøü
áûòü óìíûì – íàó÷èñü ðàçóìíî ñïðàøèâàòü, âíèìàòåëüíî ñëóøàòü, ñïîêîéíî îòâå÷àòü è ïåðåñòàâàòü ãîâîðèòü, êîãäà íå÷åãî áîëüøå ñêàçàòü».
Åùå âî II â. äî íàøåé ýðû ðèìñêèé èìïåðàòîð Êâèíòèëèàí äëÿ
ïîëíîãî ïîíèìàíèÿ ïðîáëåìû ðåêîìåíäîâàë íàáîð âîïðîñîâ: «Êòî?
×òî? Êàê? Êîãäà? Ïî÷åìó?».
12 îøèáîê îêîëî òåëåôîííîãî àïïàðàòà
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Íå ïîäíèìàé òðóáêó ñðàçó ïîñëå ïåðâîãî çâîíêà.
Êðè÷èøü â òðóáêó, äóìàÿ, ÷òî ñîáåñåäíèê ïëîõî òåáÿ ñëûøèò,
ïîðîæäàÿ øóì ñîáñòâåííûì æå êðèêîì.
– Ãîâîðèøü òðàäèöèîííîå «àëëî», ÷òî ñîâåðøåííî íå ñîäåðæèò
èíôîðìàöèè.
– Ãðóáèøü, åñëè àáîíåíò ïîïàë íå ïî àäðåñó.
– Íàáèðàåøü íîìåð, õîòÿ çâîíèëè òåáå è ñâÿçü ïðåðâàëàñü.
– Äîëãî ìîë÷èøü, ñîçäàâàÿ âïå÷àòëåíèå, ÷òî âàñ ðàçúåäèíèëè.
– Ãîâîðèøü î âîïðîñàõ, íå ïîäëåæàùèõ îãëàøåíèþ.
– Äîëãî çàíèìàåøü òåëåôîí, çàáûâàÿ, ÷òî îí íóæåí è äðóãèì.
– Ðàçãîâàðèâàåøü òàê, ÷òî ìåøàåøü îêðóæàþùèì.
– Èñïîëüçóåøü ñëóæåáíûé òåëåôîí â ðàáî÷åå âðåìÿ äëÿ ÷àñòíûõ
ðàçãîâîðîâ.
– Ïîëó÷èâ íà ñâîé òåëåôîííûé âûçîâ îòâåò, ñïðàøèâàåøü: «Êòî
ó òåëåôîíà?».
– Íå ïðåäñòàâèâøèñü, ãîâîðèøü èìÿ ÷åëîâåêà, êîòîðûé òåáå íóæåí.
Òàêèì îáðàçîì, ÷òîáû òåëåôîí ñòàë ïîìîùíèêîì â ðàáîòå è ïðîñòî îáùåíèè ëþäåé, à íå ìåøàë è íå âûçûâàë ðàçäðàæåíèå ó òåáÿ è
îêðóæàþùèõ, íåîáõîäèìî ñîáëþäåíèå îïðåäåëåííûõ ïðàâèë, ñîñòàâëÿþùèõ êóëüòóðó îáùåíèÿ ïî òåëåôîíó. À äëÿ ñåáÿ ïîëåçíî óÿñíèòü:
– Íåò öåëè – íå çâîíè.
– Òâîå äåëî âàæíåå, ÷åì ñëîâà àáîíåíòà.
– Äàé âîçìîæíîñòü èñïîëüçîâàòü òåëåôîí è äðóãèì ëþäÿì.
– Äåëîâèòîñòü, êðàòêîñòü, òî÷íîñòü, óâàæèòåëüíîñòü, áëàãîäàðíîñòü – ýëåìåíòàðíåéøèå ïðàâèëà òåëåôîííîãî îáùåíèÿ.
Èìèäæ ôèðìû â çíà÷èòåëüíîé ñòåïåíè ïðåäîïðåäåëÿåòñÿ êîðïîðàòèâíîé êóëüòóðîé è, â ÷àñòíîñòè, ýòèêåòîì òåëåôîííûõ ïåðåãîâîðîâ ñîòðóäíèêîâ. Íåäîîöåíêà ïñèõîëîãè÷åñêîãî ôàêòîðà ýòîé ôîðìû îáùåíèÿ
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ïðèâîäèò ê êîíôëèêòàì, íåñîñòîÿâøåìóñÿ ñîòðóäíè÷åñòâó è óïóùåííîé
ïðèáûëè. Çàäàâàëèñü ëè âû âîïðîñîì, ïðàâèëüíî ëè âû âåäåòå ñåáÿ âî
âðåìÿ òåëåôîííîãî ðàçãîâîðà? Äàâàéòå ïðîàíàëèçèðóåì âàøó ìàíåðó âåäåíèÿ òåëåôîííûõ ïåðåãîâîðîâ. Îòâåòüòå, ïîæàëóéñòà, íà ñëåäóþùèå âîïðîñû:
1. Óâåðåíû ëè âû â òîì, ÷òî îáû÷íî ñíèìàåòå òðóáêó ñðàçó æå
ïîñëå ïåðâîãî çâîíêà (èëè õîòÿ áû ïîñëå âòîðîãî)?
2. Âñåãäà ëè âû íàçûâàåòå ñåáÿ, ñâîþ ôèðìó èëè îòäåë?
3. Çäîðîâàåòåñü ëè ñ ñîáåñåäíèêîì â îòâåò íà åãî ïðèâåòñòâèå?
4. Ñòàðàåòåñü ëè ãîâîðèòü îò÷åòëèâî, ïîíÿòíî, â ìåðó ãðîìêî è íå
ñëèøêîì áûñòðî?
5. Âûðàæàåò ëè òîí âàøåãî ãîëîñà ñïîêîéíîå äðóæåëþáèå è çàèíòåðåñîâàííîñòü èëè ÷òî-òî äðóãîå?
6. Óäîáíî ëè âû äåðæèòå òåëåôîííóþ òðóáêó?
7. Äåðæèòå ëè âû ïðè òåëåôîííîì ðàçãîâîðå ïîä ðóêîé ïèñüìåííûå
ïðèíàäëåæíîñòè, ôèêñèðóåòå ëè äàííûå î êàíäèäàòàõ â çàðàíåå çàãîòîâëåííûõ áëîêíîòàõ?
8. Âû íå êóðèòå, íå æóåòå è íå ïüåòå âî âðåìÿ ðàçãîâîðà?
9. Âû íå çàíèìàåòåñü ïðè òåëåôîííîì ðàçãîâîðå îäíîâðåìåííî äðóãèìè äåëàìè?
10. Çàáîòèòåñü ëè âû î òîì, ÷òîáû âî âðåìÿ òåëåôîííûõ ïåðåãîâîðîâ íå áûëî øóìà èëè êàêèõ-ëèáî äðóãèõ ïîìåõ?
11. Õîðîøî ëè âû óìååòå ñëóøàòü ñîáåñåäíèêà, ÷òîáû íå òîëüêî
ïîíÿòü ñìûñë åãî ñëîâ, íî è óëîâèòü èõ ñêðûòûé ïîäòåêñò è âñå
èíòîíàöèè ãîëîñà?
12. Ñîõðàíÿåòå ëè âû õëàäíîêðîâèå è ðàññóäèòåëüíîñòü ïðè òåëåôîííîì ðàçãîâîðå íà íåïðèÿòíóþ äëÿ âàñ òåìó?
13. Ãîòîâèòåñü ëè âû çàðàíåå ê âàæíûì òåëåôîííûì ïåðåãîâîðàì,
ïðîäóìûâàÿ âîçìîæíûå âîïðîñû, îòâåòû è ýìîöèîíàëüíûå ðåàêöèè
ñâîè è ñîáåñåäíèêà?
14. Ãîòîâèòå ëè âû âñþ íåîáõîäèìóþ èíôîðìàöèþ äëÿ ðàçãîâîðà,
÷òîáû íå áûòü ãîëîñëîâíûì?
15. Îáäóìûâàåòå ëè âû íàèëó÷øåå âðåìÿ òåëåôîííîãî çâîíêà?
16. Ñëåäèòå ëè âû çà ïðàâèëüíîé ðå÷üþ, ãîâîðèòå ëè òðóäíûå ñëîâà
è òåðìèíû â ðàçáèâêó, ïî áóêâàì?
17. Ñòàðàåòåñü ëè áûòü ïðåäåëüíî êðàòêèìè è òî÷íûìè â âûðàæåíèè ñâîèõ ìûñëåé?
18. Çàáîòèòåñü ëè âû î òîì, ÷òîáû áûòü ïðàâèëüíî ïîíÿòûì (çàäàåòå âîïðîñû íà ïîíèìàíèå, ïîâòîðÿåòå êëþ÷åâûå ñëîâà è ãëàâíûå
ìûñëè, ïðîñèòå ñîáåñåäíèêà çàäàòü âîïðîñû èëè ñôîðìóëèðîâàòü èòîãè ðàçãîâîðà)?
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19. Óìååòå ëè âû òàêòè÷íî îáîðâàòü çàòÿíóâøèéñÿ ðàçãîâîð?
20. Óìååòå ëè âû ñïîêîéíî è âåæëèâî îòêàçàòü íàâÿç÷èâîìó ïðîäàâöó?
Æåëàòåëüíî, ÷òîáû íà 20 âîïðîñîâ âû îòâåòèëè «Äà», ÷òî ñâèäåòåëüñòâóåò î âëàäåíèè èñêóññòâîì âåäåíèÿ äåëîâûõ ïåðåãîâîðîâ. Åñëè
áîëüøå 10 îòâåòîâ «Íåò», òî âàì íåîáõîäèìî ïîâûøàòü ñâîþ êâàëèôèêàöèþ â ýòîé îáëàñòè.
Èñêóññòâî âåäåíèÿ òåëåôîííûõ ïåðåãîâîðî⠖ âàæíåéøåå ïðîôåññèîíàëüíîå óìåíèå ëþáîãî äåëîâîãî ÷åëîâåêà. ×àñòî òåëåôîííûé ðàçãîâîð ñ ñîòðóäíèêîì ôèðìû ÿâëÿåòñÿ ïåðâûì çíàêîìñòâîì ñ ôèðìîé,
è íà åãî îñíîâå ôîðìèðóåòñÿ óñòîé÷èâîå ýìîöèîíàëüíîå âïå÷àòëåíèå
î íåé. Âûñîêîìåðíûé, èçäåâàòåëüñêèé, ðàçäðàæèòåëüíûé òîí, ãðóáûå
âûðàæåíèÿ, íåïðàâèëüíîå ïðîèçíîøåíèå, îòñóòñòâèå èíòåðåñà ê ñîáåñåäíèêó íàâñåãäà îòòîëêíóò ÷åëîâåêà îò äàííîé ôèðìû. È íàîáîðîò,
óìåíèå ïîâëèÿòü íà ñîáåñåäíèêà â æåëàåìîì íàïðàâëåíèè, îñòàâèòü
íàèëó÷øåå âïå÷àòëåíèå î ôèðìå, âîçáóäèòü æåëàíèå ðàáîòàòü èìåííî
ñ âàìè ïîçâîëèò ïðèâëå÷ü ëó÷øèõ ñïåöèàëèñòîâ.
Ïðîâåðüòå ñåáÿ, ïîæàëóéñòà. Ñîáëþäàåòå ëè âû òåëåôîííûé ýòèêåò?
Ýòèêåò â ïåðåâîäå ñ ôðàíöóçñêîãî îçíà÷àåò «ÿðëûê, ýòèêåòêà» è ïðåäñòàâëÿåò ñîáîé ïðàâèëà âíåøíåãî ïðîÿâëåíèÿ îòíîøåíèÿ ê ëþäÿì.
ÒÅÑÒ
«Ýòèêåò òåëåôîííûõ ïåðåãîâîðîâ»
Âñïîìíèòå, ïîæàëóéñòà, êàê âû ÎÁÛ×ÍÎ ãîâîðèòå ïî òåëåôîíó
è îòâåòüòå íà ñëåäóþùèå âîïðîñû «ÄÀ» èëè «ÍÅÒ».
1. Âû ñíèìàåòå òðóáêó ïîñëå òðåòüåãî çâîíêà òåëåôîíà.
2. Ñíÿâ òðóáêó, âû íàçûâàåòå ñâîþ ôèðìó è çäîðîâàåòåñü.
3. Âû îò÷åòëèâî âûãîâàðèâàåòå ñëîâà.
4. Ãîâîðèòå êðàòêî, áåç ëèøíèõ ñëîâ.
5. Òåìï âàøåé ðå÷è óìåðåííûé (íå áûñòðûé).
6. Òîí ãîëîñà ñïîêîéíûé è çàèíòåðåñîâàííûé (íå ðàâíîäóøíûé).
7. Èíòîíàöèè äîáðîæåëàòåëüíûå è îäíîâðåìåííî äåëîâûå.
8. Âàì óäàåòñÿ òî÷íî âûðàæàòü ñâîè ìûñëè, è âàñ îáû÷íî ïðàâèëüíî ïîíèìàþò.
9. Âû ïðåäñòàâëÿåòå ñåáå îáðàç ñîáåñåäíèêà è íàñòðàèâàåòåñü íà íåãî.
10. Âû èìååòå ïîä ðóêîé âñþ íåîáõîäèìóþ èíôîðìàöèþ.
11. Âû íå êóðèòå, íå æóåòå è íå ïüåòå âî âðåìÿ ðàçãîâîðà.
12. Âû íå çàíèìàåòåñü âî âðåìÿ ðàçãîâîðà äðóãèìè äåëàìè, íå ðàçãîâàðèâàåòå ñ äðóãèìè.
13. Âû âíèìàòåëüíî ñëóøàåòå ñîáåñåäíèêà, ÷òîáû íå òîëüêî ïîíÿòü
ñìûñë åãî ñëîâ, íî è óëîâèòü èõ ñêðûòûé ïîäòåêñò.
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14. Îáû÷íî âàì óäàåòñÿ ñîõðàíÿòü ñïîêîéñòâèå è ðàññóäèòåëüíîñòü
ïðè ðàçãîâîðå ñ ðàçäðàæåííûì ÷åëîâåêîì.
15. Âû ïèñüìåííî ôèêñèðóåòå ðåçóëüòàòû ðàçãîâîðà.
16. Åñëè çâîíîê ïðåðâàë âàæíûé ðàçãîâîð, âû èçâèíÿåòåñü ïåðåä
ïðèñóòñòâóþùèì è ñòàðàåòåñü áûñòðî óñòàíîâèòü ïðèîðèòåòíîñòü ïåðåãîâîðîâ.
17. Âû âîñïðèíèìàåòå òåðïèìî âîëíåíèå è îøèáêè ñîáåñåäíèêà.
18. Âû óìååòå òàêòè÷íî îáîðâàòü çàòÿíóâøèéñÿ ðàçãîâîð.
19. Âàì ëåãêî îòêàçàòü â òîì, â ÷åì âû è ôèðìà íå çàèíòåðåñîâàíû.
20. Ïðîùàÿñü ñ ñîáåñåäíèêîì, âû âñåãäà ãîâîðèòå åìó ÷òî-íèáóäü
ïðèÿòíîå.
Åñëè çâîíèòå âû, òî:
1. Äî òîãî êàê ñíÿòü òðóáêó, ÿñíî ïðåäñòàâëÿåòå ñåáå öåëü, êîòîðóþ
äîëæíû äîñòè÷ü.
2. Èìååòå ïåðåä ñîáîé ïëàí ðàçãîâîðà, ïðîäóìûâàåòå ðàçíûå âîçìîæíûå ðåàêöèè ñîáåñåäíèêà è ñâîè îòâåòíûå äåéñòâèÿ.
3. Ñòàðàåòåñü ñîáðàòüñÿ ñ ìûñëÿìè, òåëåñíî ðàññëàáèòüñÿ è íàñòðîèòüñÿ íà ñîáåñåäíèêà.
4. Âûáèðàåòå íàèëó÷øåå âðåìÿ äëÿ çâîíêà (ñ 10 äî 12 è ñ 14 äî 16).
5. Íà÷èíàÿ ðàçãîâîð, çäîðîâàåòåñü è ïðåäñòàâëÿåòåñü.
6. Íàçûâàåòå öåëü ñâîåãî çâîíêà.
7. Ñïðàøèâàåòå, óäîáíî ëè ñîáåñåäíèêó ñåé÷àñ ïîãîâîðèòü.
8. Åñëè ïðîñÿò ïåðåçâîíèòü, òî íàñòîé÷èâî çâîíèòå êàæäûå
15 ìèíóò.
9.  êîíöå ðàçãîâîðà âû ïîäâîäèòå èòîãè, îçâó÷èâàÿ äîñòèãíóòûå
äîãîâîðåííîñòè.
10. Âû ãîâîðèòå íå áîëåå 5 ìèíóò è îáÿçàòåëüíî ïåðâûì çàêàí÷èâàåòå ðàçãîâîð, êàê òîëüêî öåëü äîñòèãíóòà.
Êëþ÷: æåëàòåëüíî íà âñå âîïðîñû äàòü óòâåðäèòåëüíûé îòâåò.
28–30 îòâåòîâ «ÄÀ» – îòëè÷íûé ðåçóëüòàò.
24–27 – õîðîøèé ðåçóëüòàò.
21–25 – íà òðîå÷êó.
20 è ìåíåå îòâåòîâ «ÄÀ» – ïëîõî.
Ðàçãîâàðèâàòü ïî òåëåôîíó ýòî èñêóññòâî. Îäèí òåëåôîííûé çâîíîê ìîæåò ñäåëàòü áîëüøå, ÷åì íåñêîëüêî äîëãèõ è ïðåäñòàâèòåëüíûõ
áåñåä. Áûñòðîòó è äàëüíîñòü ñâÿçè ìîæíî îòíåñòè ê íåñîìíåííûì ïðåèìóùåñòâàì òåëåôîíà, íî è ïîëüçîâàòüñÿ èì íóæíî êðàéíå îñòîðîæíî.
Âîçìîæíîñòü óëûáîê, äðóæåñêèõ ðóêîïîæàòèé, ðàñïîëàãàþùåé ìèìèêè è ïîç çäåñü îòñóòñòâóåò, è âû ìîæåòå äàæå íå çàìåòèòü, êàê
202
íåîñòîðîæíûì ñëîâîì èëè çâóêîì îáèäèòå ñîáåñåäíèêà, à ïîòîì áóäåòå äîëãî íåäîóìåâàòü: ÷òî æå ñëó÷èëîñü?
Çà÷àñòóþ ïî òåëåôîíó ðàçãîâàðèâàþò ñîâåðøåííî íåçíàêîìûå ëþäè,
ïîýòîìó âëèÿíèå òåëåôîííîãî ðàçãîâîðà íà ôîðìèðîâàíèå ïåðâîãî
âïå÷àòëåíèÿ î ÷åëîâåêå òðóäíî ïåðåîöåíèòü. Ïîýòîìó áóäüòå âåæëèâû
è âíèìàòåëüíû, íå ïîääàâàéòåñü íà ïðîâîêàöèè – âîò îñíîâíûå ïðàâèëà îáùåíèÿ ïî òåëåôîíó.
ÏÐÀÂÈËÀ ßÏÎÍÑÊÎÃÎ ÝÒÈÊÅÒÀ
Äåëîâîé êîñòþì
ßïîíöû òùàòåëüíî ïðèäåðæèâàþòñÿ ïðàâèëà ïîÿâëÿòüñÿ íà ñëóæáå è ïðîòîêîëüíûõ ìåðîïðèÿòèÿõ â ñòðîãîì äåëîâîì
êîñòþìå. Ãëàâíûå òðåáîâàíèÿ ê îäåæäå – îïðÿòíîñòü, àêêóðàòíîñòü è
äàæå íåêîòîðàÿ ïåäàíòè÷íîñòü. Âî âðåìÿ ïåðåãîâîðîâ, êàê ïðàâèëî,
ïèäæàêè íå ñíèìàþò è ãàëñòóêè íå ðàñïóñêàþò. Îñîáîå çíà÷åíèå â
ßïîíèè èìåþò ÷èñòûå íîñêè áåç äûð: â äîì èëè òðàäèöèîííûé ÿïîíñêèé ðåñòîðàí ïðèíÿòî âõîäèòü áåç îáóâè.
Íàëàæèâàíèå êîíòàêòîâ
Äëÿ óñòàíîâëåíèÿ êîíòàêòîâ îíè ïðåäïî÷èòàþò íå
ïèñüìà è òåëåôîííûå çâîíêè, à ëè÷íûå êîíòàêòû, íî íå ïðÿìûå, à
÷åðåç òðåòüå ëèöî — ïîñðåäíèêà. Ýòî äîëæåí áûòü èçâåñòíûé îáåèì
ñòîðîíàì ÿïîíñêèé áèçíåñìåí, óæå õîðîøî çàðåêîìåíäîâàâøèé ñåáÿ îòå÷åñòâåííûé ïðåäïðèíèìàòåëü èëè îðãàíèçàöèÿ. Ïðè ýòîì ïîñðåäíèê äîëæåí áûòü âîçíàãðàæäåí ìàòåðèàëüíî èëè âñòðå÷íîé óñëóãîé.
Ñîîòâåòñòâèå ðàíãîâ
ßïîíöû ïðèäàþò áîëüøîå çíà÷åíèå òîìó, ÷òîáû
îáùåíèå âåëîñü ìåæäó ëþäüìè, èìåþùèìè ïðèáëèçèòåëüíî ðàâíîå
ïîëîæåíèå â äåëîâîì ìèðå è îáùåñòâå. Îôèöèàëüíîå îáùåíèå ñ íèæåñòîÿùèìè, ñîãëàñíî ïðåäñòàâëåíèÿì òðàäèöèîííîé ÿïîíñêîé ìîðàëè,
÷ðåâàòî «ïîòåðåé ñîáñòâåííîãî ëèöà». Ïîýòîìó ÿïîíöû ñ ïåðâîé æå
âñòðå÷è âûÿñíÿþò, ñîîòâåòñòâóþò ëè óðîâíè ïðåäñòàâèòåëüñòâ ó÷àñòíèêîâ ïåðåãîâîðîâ. Åñëè ñòîðîíà ïðåäñòàâëåíà áîëåå âûñîêèì ïî ðàíãó ëèöîì, òî äëÿ ÿïîíöåâ ýòî îçíà÷àåò, ÷òî îíà íàðóøàåò ýòèêåò, íå
êîòèðóåòñÿ â äåëîâîì ìèðå èëè âûñòóïàåò â ðîëè ïðîñèòåëÿ.
Ïóíêòóàëüíîñòü
ßïîíöû î÷åíü ïóíêòóàëüíû. Åñëè âû íå ìîæåòå
ïðèáûòü âîâðåìÿ, îáÿçàòåëüíî ïðåäóïðåäèòå îá ýòîì ÿïîíñêóþ ñòîðîíó, à ïðîäîëæèòåëüíîñòü âñòðå÷è ñîêðàòèòå íà âðåìÿ îïîçäàíèÿ, òàê
êàê ó ïàðòíåðà ïî âñòðå÷å ìîãóò áûòü äðóãèå äåëà.
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Ðóêîïîæàòèå
 ßïîíèè ðóêîïîæàòèÿ íå ïðèíÿòû. Îíè âûðàæàþò íåäðóæåëþáèå è àãðåññèâíîñòü.  ÿïîíñêîì ýòèêåòå ñîáåñåäíèêè íå êàñàþòñÿ äðóã äðóãà, à ëèøü îáìåíèâàþòñÿ ïî÷òèòåëüíûìè
ïîêëîíàìè.
 òðàäèöèÿõ äåëîâûõ ëþäåé ßïîíèè âíèìàòåëüíî âûñëóøàòü òî÷êó çðåíèÿ ñîáåñåäíèêà äî êîíöà, íå ïåðåáèâàÿ è íå äåëàÿ íèêàêèõ
çàìå÷àíèé. Ïðåäñòàâèòåëü ÿïîíñêîé ñòîðîíû íà ïåðåãîâîðàõ ìîæåò
êèâàòü âî âðåìÿ áåñåäû. Íî ýòî ñîâñåì íå îçíà÷àåò, ÷òî îí ñîãëàñåí ñ
âàìè, à òîëüêî òî, ÷òî îí ïîíÿë âàñ.
Ñîïðîâîæäåíèå
Ïðîâîæàÿ ãîñòÿ ôèðìû, ñîòðóäíèêó ñëåäóåò
èäòè íà ïîëøàãà âïåðåäè, äåðæàñü ïðè ýòîì áëèæå ê ñòåíå; äâåðè
ñëåäóåò îòêðûâàòü ëåâîé ðóêîé, ñòîÿ ïðè ýòîì ó ëåâîãî êðàÿ äâåðè
è æåñòîì ïðàâîé ðóêè ïðèãëàøàÿ âîéòè â ïîìåùåíèå. Âîéäÿ â ïîìåùåíèå, äâåðü ñëåäóåò çàêðûâàòü èìåííî ïðàâîé ðóêîé. Ñóùåñòâóþò ó ÿïîíöåâ è òðåáîâàíèÿ ýòèêåòà, îòíîñÿùèåñÿ ê äâèæåíèþ
ïî êîðèäîðàì ïîìåùåíèé è ïî ëåñòíèöàì: äâèãàþùåìóñÿ ïî ëåñòíèöå ãîñòþ ôèðìû èëè âûñøåìó ïî îáùåñòâåííîìó ïîëîæåíèþ
÷åëîâåêó ñëåäóåò óñòóïèòü äîðîãó è ïðèâåòñòâîâàòü åãî ïîêëîíîì;
äâèãàÿñü ïî ëåñòíèöå, ñëåäóåò äåðæàòüñÿ ëåâîé ñòîðîíû, ïðè÷åì
ìóæ÷èíà èäåò âïåðåäè æåíùèíû ïðè ïîäúåìå è ïîçàäè ïðè ñïóñêå
(ñóùåñòâåííàÿ ïîäðîáíîñòü, èáî â åâðîïåéñêîì ýòèêåòå âñå êàê ðàç
íàîáîðîò).
Òåëåôîí
Íå ïîäíÿòü òðóáêó òåëåôîíà, ïîçâîëèâ åìó ïðîçâåíåòü áîëåå òðåõ ðàç, ïî ÿïîíñêèì ìåðêàì – âåðõ íåïðèëè÷èÿ.
 ýòîì ñëó÷àå ÿïîíåö âñåãäà î÷åíü äîëãî èçâèíÿåòñÿ çà îòíÿòîå ó ñîáåñåäíèêà äðàãîöåííîå âðåìÿ.
Âèçèòíàÿ êàðòî÷êà
Âðó÷àòü âèçèòêó (òàê, ÷òîáû ýòî áûëî ïî-ÿïîíñêè) ñëåäóåò ïðàâîé ðóêîé, à ëåâîé íóæíî ñäåëàòü òàêîé æåñò, êàê
åñëè áû âû ïîääåðæèâàëè êàðòî÷êó îò âîçìîæíîãî ïàäåíèÿ; ïðèíèìàòü ÷óæóþ êàðòî÷êó ñëåäóåò ëåâîé ðóêîé. Ïðèíÿâ êàðòî÷êó ñîáåñåäíèêà, îáÿçàòåëüíî íóæíî óòî÷íèòü äàííûå, ñîäåðæàùèåñÿ íà âèçèòêå.
Âðó÷àÿ æå ñâîþ âèçèòêó, ñëåäóåò ïðîèçíåñòè ñâîè êîîðäèíàòû âñëóõ.
Íå îáìåíÿòüñÿ âèçèòêàìè – ñðåäè äåëîâûõ ÿïîíöåâ ýòî íàðóøåíèå
òàáó, äëÿ íèõ ýòîò ôàêò áóäåò âåñêîé ïðè÷èíîé, ÷òîáû çàïîäîçðèòü
âàñ â íå÷èñòîïëîòíîñòè è íåðåñïåêòàáåëüíîñòè. Òàêæå ñ÷èòàåòñÿ äóðíûì òîíîì ïåðåñûëàòü âèçèòêó ïî ïî÷òå.
204
ßïîíöåâ íóæíî âñåãäà íàçûâàòü ïî ôàìèëèÿì, äîáàâëÿÿ íåèçìåííîå «ñàí» (ãîñïîäèí), íàïðèìåð, Êàíýêî-ñàí, Òàêýñèòà-ñàí. Îáðàùåíèå ïî èìåíàì è èíàÿ ôàìèëüÿðíîñòü â îáùåíèè íå ïðèíÿòû.
Ñóâåíèðû
Âàæíûì àòðèáóòîì óñòàíîâëåíèÿ äîâåðèòåëüíûõ
îòíîøåíèé ìîãóò áûòü ïîäàðêè è ñóâåíèðû. Ñîãëàñíî ÿïîíñêîìó ýòèêåòó, âî âðåìÿ ïåðâîé âñòðå÷è ïîäàðêè äàðÿò õîçÿåâà, à íå ãîñòè. Åñëè
ïîäàðîê èñõîäèò îò íà÷àëüíèêà, òî åãî ñòîèìîñòü äîëæíà áûòü íå íèæå
30 òûñÿ÷ èåí, ïîäàðêè ëþäÿì îäèíàêîâîãî ñ äàðÿùèì ðàíãà – íå íèæå
20 òûñÿ÷ èåí, ïîäàðêè ðîäíûì áðàòüÿì è ñåñòðàì – íå íèæå 10 òûñÿ÷
èåí. Åñëè äàðèòü ìåíüøå òî äàðèòåëÿ ñî÷òóò ñêðÿãîé, à åñëè áîëüøå –
÷òî îí ïûòàåòñÿ ÷åãî-òî äîáèòüñÿ ýòèì æåñòîì; ÿïîíåö òàêæå èñïóãàåòñÿ – à ñìîæåò ëè îí îòâåòèòü òàêèì æå ùåäðûì ïîäàðêîì ?
Êàêîå ìåñòî çàíÿòü
È â ÿïîíñêîì äîìå, è â êîíôåðåíö-çàëå ïî÷åòíîå ìåñòî, êàê ïðàâèëî, íàõîäèòñÿ ïîäàëüøå îò äâåðè ðÿäîì ñ òîêîíîìà (ñòåííîé íèøåé ñî ñâèòêîì è äðóãèìè óêðàøåíèÿìè). Ãîñòü ìîæåò èç ñêðîìíîñòè îòêàçàòüñÿ ñåñòü íà ïî÷åòíîå ìåñòî. Äàæå åñëè èç-çà
ýòîãî âîçíèêíåò íåáîëüøàÿ çàìèíêà, ëó÷øå ïîñòóïèòü òàê, ÷òîáû
ïîòîì î âàñ íå ãîâîðèëè êàê î íåñêðîìíîì ÷åëîâåêå. Ïðåæäå ÷åì
ñåñòü, íàäî ïîäîæäàòü ïîêà ñÿäåò ïî÷åòíûé ãîñòü. Åñëè æå îí çàäåðæèâàåòñÿ, òî âñå âñòàþò ïî åãî ïðèáûòèè.
Ïðèíÿòèå ðåøåíèé
 ßïîíèè, ãäå òðàäèöèè «ðåñòîðàííîé ïîëèòèêè» îòòî÷åíû âðåìåíåì è äîâåäåíû äî ñîâåðøåíñòâà, ïðàêòè÷åñêè âñå
ñäåëêè ñîâåðøàþòñÿ â ðåñòîðàíàõ è áàðàõ. Ìíîãèå çàïàäíûå áèçíåñìåíû (è âñå ÿïîíñêèå) èçáåãàþò äåëàòü íåîæèäàííûå ïðåäëîæåíèÿ èëè
êîððåêòèðîâàòü ðàíåå äîñòèãíóòûå äîãîâîðåííîñòè çà ñòîëîì ïåðåãîâîðîâ. Åñëè èíèöèàòèâû áóäóò îôèöèàëüíî îòâåðãíóòû, ïàðòíåð «ïîòåðÿåò ëèöî», ÷òî ìîæåò ïîâðåäèòü åãî ðåïóòàöèè è äàëüíåéøåìó õîäó
äèàëîãà. Ïîýòîìó áåçîïàñíåå ñäåëàòü ýòî êàê áû íåâçíà÷àé â íåôîðìàëüíîé îáñòàíîâêå. ßïîíöû íà ñëåäóþùèé äåíü êàê íè â ÷åì íå
áûâàëî âîçâðàùàþòñÿ ê ñòîëó ïåðåãîâîðîâ, ãäå ïî ðîëÿì ðàçûãðûâàþò
ñïåêòàêëü ñ âûäâèæåíèåì óæå ñîãëàñîâàííîãî â ðåñòîðàíå ïðåäëîæåíèÿ. Ïðèíÿâ, íàêîíåö, ðåøåíèå, ÿïîíåö îáÿçàòåëüíî ÷åòêî îá ýòîì
ñêàæåò. Åñëè êîíêðåòíîãî îòâåòà íåò, çíà÷èò ðåøåíèå åùå íå ïðèíÿòî.
Åñëè âû ïëîõî ïîíÿëè îòâåò, êîòîðûé äàþò âàì ÿïîíöû, ëó÷øå âñåãî
óòî÷íèòü, ÷òî èìååòñÿ â âèäó. Åñëè ÿïîíåö ïîíÿë ñóòü âàøåãî ïðåäëîæåíèÿ, òî îí ìîæåò ñêàçàòü: «Ïîíÿë». Íî ýòî âîâñå íå çíà÷èò, ÷òî îí
ñîãëàñåí ñ ýòèì ïðåäëîæåíèåì.
205
Íåôîðìàëüíîå îáùåíèå
ßïîíñêèå äîìà îáû÷íî íåáîëüøèå, òåñíûå è íàõîäÿòñÿ äàëåêî îò öåíòðà ãîðîäà, ïîýòîìó ÿïîíöû ðåäêî ïðèãëàøàþò
ãîñòåé äîìîé, à ïðåäïî÷èòàþò ðàçâëåêàòü èõ â ðåñòîðàíå. Êîãäà ïðèõîäÿò ãîñòè, èì îáÿçàòåëüíî ïðåäëàãàþò êàêîå-ëèáî óãîùåíèå. Åñëè
âàñ ïðèãëàñèëè â ðåñòîðàí ÿïîíñêîãî òèïà, òî âàì îáÿçàòåëüíî ðàññêàæóò, êîãäà è ãäå íóæíî ñíèìàòü îáóâü. Ñîâñåì íå îáÿçàòåëüíî ñèäåòü
â ÿïîíñêîé ìàíåðå, ïîäæàâ ïîä ñåáÿ íîãè. Áîëüøèíñòâî ÿïîíöåâ, òàê
æå êàê è åâðîïåéöû, áûñòðî óñòàþò îò ýòîãî. Ìóæ÷èíàì ðàçðåøàåòñÿ
ñêðåùèâàòü íîãè, ê æåíùèíàì æå ïðîÿâëÿþò áîëåå æåñòêèå òðåáîâàíèÿ: îíè äîëæíû ñèäåòü, ïîäæàâ íîãè ïîä ñåáÿ, èëè æå, äëÿ óäîáñòâà, ñäâèíóâ èõ íàáîê. Èíîãäà ãîñòþ ìîãóò ïðåäëîæèòü íèçêèé ñòóëü÷èê ñî ñïèíêîé. Âûòÿãèâàòü íîãè âïåðåä íå ïðèíÿòî.
Êàê âåñòè ñåáÿ çà ñòîëîì
Êîãäà âàì ïðåäëàãàþò êàêîé-íèáóäü íàïèòîê,
íóæíî ïðèïîäíÿòü ñòàêàí è äîæäàòüñÿ, ïîêà åãî íå íàïîëíÿò. Ðåêîìåíäóåòñÿ îêàçûâàòü îòâåòíóþ óñëóãó ñâîèì ñîñåäÿì.
Êîãäà âû ïîëüçóåòåñü çà ñòîëîì ïàëî÷êàìè, ñëåäóåò èçáåãàòü ñëåäóþùèõ âåùåé:
– íåëüçÿ èõ ñêðåùèâàòü èëè âòûêàòü â ðèñ (ýòî àññîöèèðóåòñÿ
ñî ñìåðòüþ);
– íå ñëåäóåò äâèãàòü åäó ïî òàðåëêå è òàðåëêó ïî ñòîëó;
– íåëüçÿ ðàçìàõèâàòü èëè óêàçûâàòü ïàëî÷êàìè íà êîãî-ëèáî.
206
ÏÐÈËÎÆÅÍÈß
Ïðèëîæåíèå 1
ÎÁÐÀÇÖÛ ÏÐÈÃËÀØÅÍÈÉ
ÍÀ ÎÔÈÖÈÀËÜÍÛÅ ÌÅÐÎÏÐÈßÒÈß
Ãåðá
Çàìåñòèòåëü ìèíèñòðà èíîñòðàííûõ äåë
Ðîññèéñêîé Ôåäåðàöèè
ïðîñèò
ïîæàëîâàòü íà
.â
..
. ÷àñ
Ãåðá
×ðåçâû÷àéíûé è Ïîëíîìî÷íûé Ïîñîë
Ðåñïóáëèêè Êóáà
ã-íà Äóëüñå Ì. Ñóðáàðàí äå Àãèððå
èìåþò ÷åñòü
ïðèãëàñèòü
ïîæàëîâàòü íà
êîòîðûé ñîñòîèòñÿ
â Ïîñîëüñòâå Ðåñïóáëèêè Êóáà,
Ìîñôèëüìîâñêàÿ óëèöà, 40
..
... â............÷àñ.
207
Ãåðá
L 'Ambassadeur de I'lran
prie
...
...
de luifaire l'honneur de .....................
.................................................................
le ..................................... a ....................
R.S.V.P.
208
Ïðèëîæåíèå 2
ÎÁÐÀÇÖÛ ÌÅÍÞ
Ìåíþ çàâòðàêà:
äâå-òðè õîëîäíûõ çàêóñêè,
îäíî ãîðÿ÷åå ðûáíîå áëþäî,
îäíî ãîðÿ÷åå ìÿñíîå áëþäî,
äåñåðò
êîôå, ÷àé.
Ê çàâòðàêó âèíà íå ïîäàþòñÿ.
Ìåíþ îáåäà:
îòëè÷àåòñÿ îò ìåíþ çàâòðàêà òåì, ÷òî ïîñëå õîëîäíûõ çàêóñîê ïîäàåòñÿ ñóï.
Ê îáåäó ïîäàþòñÿ âèíà.
Ìåíþ óæèíà è âèíà òàêèå æå, êàê íà îáåäå.
Âèíà:
ê õîëîäíûì çàêóñêàì ïîäàåòñÿ âîäêà,
ê ãîðÿ÷åìó ðûáíîìó áëþäó— áåëîå ñóõîå âèíî (îõëàæäåííîå),
ê ãîðÿ÷åìó ìÿñíîìó áëþäó — êðàñíîå ñóõîå âèíî (êîìíàòíîé òåìïåðàòóðû),
ê äåñåðòó — øàìïàíñêîå (îõëàæäåííîå) èëè äåñåðòíûå âèíà,
ê êîôå è ÷àþ — êîíüÿê è ëèêåðû,
ê ñóïó — õåðåñ (ïîäàâàòü íåîáÿçàòåëüíî).
Òîñòû. Îôèöèàëüíûé òîñò ïðîèçíîñèòñÿ ïîñëå äåñåðòà, êîãäà íàëèòî øàìïàíñêîå. Ïðîèçíîñèòü òîñòû çà çàêóñêîé íà îôèöèàëüíûõ çàâòðàêàõ è îáåäàõ íå ïðèíÿòî. Êóðèòü çà çàâòðàêîì èëè îáåäîì ìîæíî
òîëüêî ïîñëå äåñåðòà.
Ïðèìåðíîå ìåíþ íà çàâòðàê è îáåä
ÇÀÂÒÐÀÊ
ÎÁÅÄ
Èêðà çåðíèñòàÿ
Ñàëàò "Âåñíà"
Îãóðöû, ïîìèäîðû ñâåæèå
Ñòåðëÿäü â øàìïàíñêîì
Ëþëÿ-êåáàá ñ ðèñîì
Ïåðñèêè "Ìåëüáà"
Êîôå, ïèðîæíûå àññîðòè
Ôðóêòû
Èêðà çåðíèñòàÿ
Ôèëå èíäåéêè
Ïîìèäîðû, îãóðöû ñâåæèå
Óõà èç ñòåðëÿäè ñ ðàññòåãàÿìè
Îñåòðèíà ïî-ìîñêîâñêè
Êóðîïàòêà ñ âàðåíüåì
Öâåòíàÿ êàïóñòà, ñîóñ ñóõàðíûé
Ëàðôå ñ ïòèôóðîì
Òîðò, êîôå
Ôðóêòû
Êóâåðòíàÿ êàðòî÷êà
Äìèòðèé Ñâåðèäîâ
209
Ïðèëîæåíèå 3
ÊÐÀÒÊÈÉ ÏÅÐÅ×ÅÍÜ ÀÍÃËÈÉÑÊÈÕ,
ËÀÒÈÍÑÊÈÕ È ÔÐÀÍÖÓÇÑÊÈÕ ÑËÎÂ È ÑËÎÂÎÑÎ×ÅÒÀÍÈÉ,
ÍÀÈÁÎËÅÅ ×ÀÑÒÎ ÓÏÎÒÐÅÁËßÅÌÛÕ
 ÏÐÎÒÎÊÎËÜÍÎÉ ÏÐÀÊÒÈÊÅ
VIP — very important person (àíãë.) — îñîáî âàæíàÿ ïåðñîíà
laissez passer (ôð.) — îòêðûòûé ëèñò
õðr. — ex privileges (àíãë.) — áåç ïðèâèëåãèé
persona grata (ëàò.) — æåëàòåëüíîå ëèöî
persona nîn grata (ëàò.) — íåæåëàòåëüíîå ëèöî
letter of advice (àíãë.) — óâåäîìëåíèå
letter of authority (àíãë.) — ïèñüìåííûå ïîëíîìî÷èÿ, äîâåðåííîñòü
nî tie session (àíãë.) — íåôîðìàëüíûå ïåðåãîâîðû («âñòðå÷à áåç ãàëñòóêîâ»)
R. S. V. Ð. (ôð.) — ïðîñüáà îòâåòèòü â ëþáîì ñëó÷àå (äà èëè íåò)
R. S. V. P. (regrets only) (àíãë.) — ïðîñüáà îòâåòèòü òîëüêî â
ñëó÷àå íåâîçìîæíîñòè ïî êàêèì-ëèáî ïðè÷èíàì Âàøåãî ïðèñóòñòâèÿ íà
äàííîì ìåðîïðèÿòèè
ð. m. — pour memoirs (ôð.) — äëÿ ïàìÿòè
to remind (àíãë.) — äëÿ ïàìÿòè
cravate noire (ôð.) — äîñëîâíî «÷åðíûé ãàëñòóê» — ïèøåòñÿ íà
ïðèãëàøåíèè â òîì ñëó÷àå, êîãäà íà ïðèåìå ñëåäóåò áûòü â ñìîêèíãå
black tie (àíãë.) — äîñëîâíî «÷åðíûé ãàëñòóê» — ïèøåòñÿ íà ïðèãëàøåíèè â òîì ñëó÷àå, êîãäà íç ïðèåìå ñëåäóåò áûòü â ñìîêèíãå
cravate blanche (ôð.) — äîñëîâíî «áåëûé ãàëñòóê» ïèøåòñÿ íà ïðèãëàøåíèè â òîì ñëó÷àå, êîãäà íà ïðèåìå ñëåäóåò áûòü âî ôðàêå
white tie (àíãë.) —äîñëîâíî «áåëûé ãàëñòóê» — ïèøåòñÿ íà ïðèãëàøåíèè â òîì ñëó÷àå, êîãäà íà ïðèåìå ñëåäóåò áûòü âî ôðàêå
p.f. — pour feeiciter (ôð.) — ïîçäðàâëåíèå
p. r. — pour remercier (ôð.) — âûðàæåíèå áëàãîäàðíîñòè çà ïîçäðàâëåíèå ð. ñ. — pour condoleances (ôð.) — âûðàæåíèå ñîáîëåçíîâàíèÿ ïî
ñëó÷àþ êàêîãî-ëèáî ïå÷àëüíîãî ñîáûòèÿ
ð. ð. — pour presenter (ôð.) — çàî÷íîå ïðåäñòàâëåíèå
ð. f. ñ. — pour faire connaissance (ôð.) — âûðàæåíèå óäîâëåòâîðåíèÿ
çíàêîìñòâîì
ð. ð. ñ. — pour prendre conge (ôð.) — çàî÷íîå ïðîùàíèå (ïðè îêîí÷àòåëüíîì îòúåçäå èç ñòðàíû ïðåáûâàíèÿ)
p. f. N. a. — pour feeiciter Nouvelle annåå (ôð.) — ïîçäðàâëåíèå ñ
Íîâûì ãîäîì
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Ïðèëîæåíèå 4
ÌÅÆÄÓÍÀÐÎÄÍÛÅ ÍÀÇÂÀÍÈß ÇÂÀÍÛÕ ÇÀÂÒÐÀÊÎÂ,
ÎÁÅÄÎÂ, ÓÆÈÍÎÂ, ÓÂÅÑÅËÅÍÈÉ
È ÇÀÊÐÛÒÛÕ ÊÓËÜÒÓÐÍÛÕ ÌÅÐÎÏÐÈßÒÈÉ
Ïîñëåîáåäåííûé ÷àé (FIVE-O’CLOCK) óñòðàèâàþò ìåæäó ïîëîâèíîé
ïÿòîãî è øåñòüþ ÷àñàìè. Ãîñòåé ïðèãëàøàþò ïèñüìåííî èëè ïî òåëåôîíó.
Îäåæäà âûõîäíàÿ, åñëè íà ïðèãëàñèòåëüíîì áèëåòå íåò îñîáûõ óêàçàíèé.
Ê ÷àþ ïîäàþò áóòåðáðîäû è ðàçëè÷íûå áóëî÷íûå èçäåëèÿ.
Ïèêíèê (RIQUR-NIQUE) – ýòî óâåñåëèòåëüíàÿ ïðîãóëêà çà ãîðîä
ñ çàêóñêîé íà ëîíå ïðèðîäû. Âñå ïðèãëàøåííûå ïðèíîñÿò êàêîå-íèáóäü ïðîäîâîëüñòâèå äëÿ îáùåãî ñòîëà: æåíùèíû – ìÿñíûå ïðîäóêòû, ìóæ÷èíû – íàïèòêè.
Óâåñåëèòåëüíàÿ ïðîãóëêà íà òåïëîõîäå (RIVER-PARTY). Ïðè òàêîé
ïðîãóëêå îáûêíîâåííî óñòðàèâàþò òàíöû è äðóãèå ðàçâëå÷åíèÿ. Êîãäà
îíà ïðîäîëæàåòñÿ äîëãî, òî ïîäàåòñÿ óæèí. Íà ïðèãëàñèòåëüíûõ áèëåòàõ èíîãäà óêàçûâàþò, â êàêîé îäåæäå íàäî ÿâëÿòüñÿ.
Îáåä (DINNER) â Àíãëèè è Ôðàíöèè îáåä ïîäàåòñÿ âî âòîðîé
ïîëîâèíå äíÿ.
Óæèí (SUPPER). Ïîñëå ïðåäñòàâëåíèÿ â òåàòðå, êîíöåðòà è ïðè
äðóãèõ òîðæåñòâåííûõ îáñòîÿòåëüñòâàõ ïîäàåòñÿ óæèí, ñîñòîÿùèé èç
õîëîäíûõ áëþä.
Ïðèåì èëè ïðàçäíèê â ñàäó (GARDEN-PARTY). Âèäíûå ãîñóäàðñòâåííûå äåÿòåëè, îñîáåííî àíãëèéñêèå, èíîãäà óñòðàèâàþò ïðèåìû â
ïàðêàõ èëè áîëüøèõ ñàäàõ. Â áóôåòå ïîäàþò áóòåðáðîäû, õîëîäíûå
ìÿñíûå áëþäà, ïèðîæíûå è ò.ï. Æåíùèíû ïðèõîäÿò â íàðÿäíûõ ëåòíèõ ïëàòüÿõ, ìóæ÷èíû – â âûõîäíûõ êîñòþìàõ.
Ìàòèíå (MATINEE) – ýòî òîðæåñòâåííîå óòðåííåå ñîáðàíèå, ïðèåì èëè äíåâíîé ñïåêòàêëü, êîòîðûå óñòðàèâàþò ïî ðàçëè÷íûì ñëó÷àÿì ìåæäó 11 è 13 ÷àñàìè. Îáû÷íî èì îòìå÷àþò êàêîå-íèáóäü âûäàþùååñÿ ñîáûòèå èëè çíàìåíàòåëüíóþ äàòó â æèçíè âèäíîãî ÷åëîâåêà.
Êîãäà ìàòèíå óñòðàèâàåòñÿ â îáùåñòâåííîì ìåñòå, óãîùåíèÿ íå ïîäàþò. Îäåæäà äîëæíà ñîîòâåòñòâîâàòü õàðàêòåðó òîðæåñòâà, íî ÷àùå âñåãî – òîðæåñòâåííàÿ èëè âûõîäíàÿ.
Áàíêåò (BANQET) – ýòî òîðæåñòâåííûé çâàíûé îáåä èëè óæèí,
óñòðàèâàåìûé ïî ñëó÷àþ êàêèõ-íèáóäü ðàäîñòíûõ ñîáûòèé, íàïðèìåð, îêîí÷àíèå êîëëåäæà, âóçà, â ÷åñòü âàæíûõ ãîñòåé èëè êàêîãî-íèáóäü âèäíîãî äåÿòåëÿ. Íà áàíêåòàõ áûâàåò ÷ðåçâû÷àéíî òîðæåñòâåííîå
è îáèëüíîå óãîùåíèå.
211
Ïðèåìû (RECEPTIONS). Îôèöèàëüíûå ëèöà óñòðàèâàþò ïî ðàçíûì ñëó÷àÿì òîðæåñòâåííûå ïðèåìû – ñîáðàíèÿ ïðèãëàøåííûõ.
Ïî ñâîåìó õàðàêòåðó ïðèåìû áûâàþò ðàçëè÷íûå. Íà ïðèåìû íåîáõîäèìî ÿâëÿòüñÿ áåç îïîçäàíèé è íå çàäåðæèâàòü ïðèíèìàþùåãî, êîòîðûé äîëæåí çàíèìàòüñÿ âñåìè ãîñòÿìè è îñîáåííî âèäíûìè ëèöàìè.
Ïðèãëàøåíèÿ ðàññûëàþòñÿ, ïî êðàéíåé ìåðå, çà 10 äíåé äî ïðèåìà.
Íà ïðèåì âî âòîðîé ïîëîâèíå äíÿ ìóæ÷èíû íàäåâàþò òåìíûé êîñòþì
èëè òåìíûé ïèäæàê; æåíùèíû – ýëåãàíòíîå âûõîäíîå ïëàòüå, åñëè â
ïðèãëàñèòåëüíîì áèëåòå íåò äðóãèõ óêàçàíèé. Íà âå÷åðíèé ïðèåì æåíùèíû ÿâëÿþòñÿ â âå÷åðíåì òóàëåòå, ìóæ÷èíû – â ÷åðíîì êîñòþìå,
ñìîêèíãå èëè âî ôðàêå.
Êîêòåéëü (COCTAIL-PARTY). Çà ñòàêàíîì êîêòåéëÿ ïðèÿòíî áûâàåò ïîáåñåäîâàòü î ðàçíûõ ïîëèòè÷åñêèõ, êóëüòóðíûõ è òîðãîâûõ
äåëàõ.
Âåðíèñàæ (VERNISSAGE). Òîðæåñòâåííîå îòêðûòèå âûñòàâêè, à
êîòîðîå ïðèõîäÿò òîëüêî ïðèãëàøåííûå – ëþáèòåëè èñêóññòâà è äðóçüÿ õóäîæíèêà. Ïîñëå âñòóïèòåëüíîãî ñëîâà èñïîëíÿåòñÿ ìóçûêàëüíûé íîìåð. Óãîùåíèå ïîäàâàòü íå ïðèíÿòî.
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Ïðèëîæåíèå 5
ÏÐÀÂÈËÀ ÏÎÂÅÄÅÍÈß
Çà ñòîëîì
Íå îïàçäûâàé, áóäó÷è ïðèãëàøåí íà îáåä, çàâòðàê, óæèí, ÷àé.
Íå ñàäèñü çà ñòîë, ïîêà íå ñÿäóò äàìû èëè ïîêà õîçÿèí èëè õîçÿéêà íå ïðèãëàñÿò çàíÿòü ìåñòî.
Íå ïðåäëàãàé äàìå, êîãäà ñîïðîâîæäàåøü åå ê ñòîëó, ëåâóþ ðóêó.
Ìóæ÷èíà âñåãäà äîëæåí ïðåäëàãàòü äàìå ïðàâóþ ðóêó.
Íå çàáûâàé, ÷òî äàìà, ñèäÿùàÿ ðÿäîì ñ òîáîé, â îñîáåííîñòè ïî
ïðàâóþ ðóêó, èìååò ïðàâî íà òâîå âíèìàíèå. Äàìó, ñèäÿùóþ ðÿäîì ñ
òîáîé, ñëåäóåò çàíèìàòü íåçàâèñèìî îò òîãî, ïðåäñòàâëåí òû åé èëè íåò.
Íå çíàêîìüòåñü ïîñëå òîãî, êàê ãîñòè ñåëè çà ñòîë. Íå ñèäè ñëèøêîì áëèçêî ê ñòîëó èëè ñëèøêîì äàëåêî îò íåãî.
Íå çàòûêàé ñàëôåòêó çà âîðîòíèê è íå ðàñêëàäûâàé åå íà ãðóäè. Ñàëôåòêó ñëåäóåò êëàñòü íà êîëåíè.  ïåðâóþ î÷åðåäü íåîáõîäèìî îáñëóæèâàòü äàì. Íå åøü ñóï ñ êîíöà ëîæêè. Íå ïðîñè âòîðîé ïîðöèè ñóïà.
Íå ñãèáàéñÿ íàä òàðåëêîé. Äåðæèñü ïî âîçìîæíîñòè ïðÿìî. Åñëè
õî÷åøü äîñòàòü ÷òî-ëèáî, íå òÿíèñü ÷åðåç òàðåëêó äðóãîãî. Íå áåðè
õëåá âèëêîé, áåðè ðóêîé.
Íå êóñàé îò öåëîãî êóñêà õëåáà. Íå íàìàçûâàé ìàñëîì öåëîãî êóñêà
õëåáà. Ëîìàé õëåá êóñî÷êàìè è íàìàçûâàé èõ. Íå êðîøè õëåá â ñóï.
Íå åøü ñ íîæà. Íèêîãäà íå ïîäíîñè íîæ êî ðòó. Íå íàêëàäûâàé
ãàðíèð íà âèëêó ñ ïîìîùüþ íîæà. Áåðè íà âèëêó ñòîëüêî, ñêîëüêî íà
íåå ìîæåò ïîìåñòèòüñÿ áåç òðóäà. Íå åøü ñëèøêîì áûñòðî.
Íå íàïîëíÿé ðîò áîëüøèì êîëè÷åñòâîì ïèùè. Íå ðàññòàâëÿé ëîêòè.
Ëîêòè äîëæíû áûòü ïðèæàòû ê áîêàì. Íå ñòàâü ëîêòè íà ñòîë.
Íå ïîäíèìàé ñòàêàí èëè áîêàë ñëèøêîì âûñîêî. Íå åøü ëîæêîé
òî, ÷òî ìîæíî åñòü âèëêîé. Íå ñòàðàéñÿ çà÷åðïíóòü ïîñëåäíþþ ëîæêó
ñóïà, ñúåñòü ïîñëåäíèé êóñî÷åê ìÿñà è ò.ä.
Íå ïîäàâàé ñàì ñâîþ òàðåëêó ñ ïðîñüáîé î âòîðîé ïîðöèè. Ïóñòü
ýòî ñäåëàåò ïðèñëóãà. Ëó÷øå íå ïðîñèòü âòîðîé ïîðöèè âîîáùå.
Íå âûïëåâûâàé êîñòè è ïðî÷åå íà òàðåëêó. Êîñòü ñëåäóåò èçâëå÷ü èçî
ðòà íà âèëêó, ïðèñëîíåííóþ ê ãóáàì, à çàòåì ïîëîæèòü åå íà òàðåëêó.
Ôðóêòîâûå êîñòî÷êè íóæíî èçâëåêàòü èçî ðòà íåçàìåòíî íà ëîæêó.
Íå ïðîñè ñîñåäà ïîäàòü ÷òî-ëèáî, åñëè ïîáëèçîñòè íàõîäèòñÿ ïðèñëóãà. Íå èãðàé ñàëôåòêîé, âèëêîé è äðóãèìè ïðèíàäëåæíîñòÿìè ñòîëà. Íå âûòèðàé ëèöî ñàëôåòêîé. Ñàëôåòêîé ìîæíî ëèøü ñëåãêà ïðîâåñòè ïî ãóáàì. Íå ïîâîðà÷èâàéñÿ ñïèíîé ê äðóãîìó, åñëè íàìåðåí ïîãîâîðèòü ñ ñîñåäîì. Íå ðàçãîâàðèâàé ñ äðóãèì ÷åðåç ñîñåäà.
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Íå ðîíÿé íîæ èëè âèëêó. Íî åñëè óðîíèë, íå ñìóùàéñÿ, ïîïðîñè
äðóãóþ, íå ïðèäàâàÿ çíà÷åíèÿ ñëó÷èâøåìóñÿ. Âîîáùå ëó÷øå äåëàòü
îøèáêè, ÷åì ñòàðàòüñÿ íå äåëàòü èõ ñ óñèëèåì è ñ ïðèâëå÷åíèåì
âíèìàíèÿ îêðóæàþùèõ.
Íå ïîëüçóéñÿ çà ñòîëîì çóáî÷èñòêîé, åñëè â ýòîì íåò íåîáõîäèìîñòè.  êðàéíåì ñëó÷àå äåëàé ýòî íåçàìåòíî. Íå óãîùàé íåïðåñòàííî
ãîñòÿ. Íå ïåé ìíîãî âèíà.
Áóäó÷è õîçÿèíîì èëè õîçÿéêîé, íèêîãäà íå çàêàí÷èâàé ñâîå áëþäî ïåðâûì. Ïîäîæäè, êîãäà çàêîí÷àò êóøàòü ãîñòè. Ýòî îñîáåííî âàæíî, êîãäà ïîäàíî ïîñëåäíåå áëþäî.
Íå ïðîñè âòîðóþ ÷àøêó ÷àÿ èëè êîôå, ïîêà ãîñòè íå ïîëó÷èëè ïî
ïåðâîé.
Íå äåëàé íèêàêèõ çàìå÷àíèé îòíîñèòåëüíî ïîäàâàåìîãî áëþäà.
Íå êðèòèêóé òî, ÷òî ïîäàåòñÿ ê ñòîëó.
Íå îòêàçûâàéñÿ îò êàêîãî-íèáóäü áëþäà, ññûëàÿñü íà òî, ÷òî îíî
òåáå íå íðàâèòñÿ èëè ÷òî îíî òåáå âðåäíî. Ëó÷øå âñåãî îòêàçàòüñÿ áåç
îáúÿñíåíèÿ ïðè÷èí. Íå ðàññêàçûâàé çà ñòîëîì î ñâîèõ áîëåçíÿõ.
Íå êëàäè ÷àéíóþ ëîæêó â ñòàêàí èëè ÷àøêó. Ïîìåøàâ ÷àé èëè
êîôå, ïîëîæè ëîæêó íà áëþäöå.
Íå ñêëàäûâàé ñàëôåòêó ïîñëå òîãî, êàê ïîåë. Ñàëôåòêó ñëåäóåò
íåáðåæíî ïîëîæèòü íà ñòîë.
Íå çàáóäü ïîäíÿòüñÿ èç-çà ñòîëà ïîñëå òîãî, êàê âñòàëè æåíùèíû.
Îñòàâàéñÿ ñòîÿòü, ïîêà îíè íå âûéäóò èç êîìíàòû, è çàòåì ìîæåøü
ñåñòü ñíîâà, åñëè íàìåðåí îñòàòüñÿ è êóðèòü çà ñòîëîì. Íå ÷èòàé ïèñåì
èëè äîêóìåíòîâ çà ñòîëîì.
Íà âèçèòàõ, â îáùåñòâå, â ãîñòÿõ
Åñëè íàíîñèøü âèçèò, íå âõîäè â ãîñòèíóþ èëè â êàáèíåò â ïàëüòî.
Ñ ñîáîé ìîæíî âçÿòü ëèøü øëÿïó è òðîñòü (íî íå çîíò). Ëó÷øå âñå
îñòàâèòü â ïåðåäíåé. Íå âõîäè áåç ñòóêà. Íå âõîäè â êàáèíåò ñ äûìÿùåéñÿ ïàïèðîñîé, ñèãàðåòîé èëè òðóáêîé.
Íå ïðîòÿãèâàé ïåðâûì ðóêó äàìå, à òàêæå ëèöó, êîòîðîå ñòàðøå
òåáÿ ïî âîçðàñòó èëè ïî ðàíãó, ïîêà îíè íå ïðåäëîæàò ýòîãî ñàìè.
Íå ïîæàòü ïðîòÿíóòóþ ðóêó — çíà÷èò îáèäåòü ÷åëîâåêà, íàíåñòè
åìó îñêîðáëåíèå. Íå ñïåøè ñåñòü. Ñëåäóåò ïîäîæäàòü, êîãäà òåáÿ ïðèãëàñÿò è êîãäà õîçÿèí èëè õîçÿéêà ñàìè ñÿäóò. Ñèäè ñïîêîéíî è óâåðåííî, íå äåëàé ëèøíèõ äâèæåíèé.
Íå ñìîòðè ïðèñòàëüíî íà ìåáåëü, êàðòèíû è äðóãèå ïðåäìåòû.
Íå çàáóäü âñòàòü êàæäûé ðàç, êîãäà â êîìíàòó âõîäèò äàìà.
Íå ïðåäñòàâëÿé äàìó ìóæ÷èíå. Ìóæ÷èíà, íåçàâèñèìî îò çàíèìàåìîãî
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ïîëîæåíèÿ â îáùåñòâå, âñåãäà ïðåäñòàâëÿåòñÿ äàìå. Ìëàäøèõ ïî âîçðàñòó ìóæ÷èí è äàì ñëåäóåò ïðåäñòàâëÿòü áîëåå ñòàðøèì, à íå íàîáîðîò.
Ïðåæäå ÷åì êîãî-ëèáî ïîçíàêîìèòü ïîëåçíî óáåäèòüñÿ, ÷òî ýòîãî õîòÿò îáå ñòîðîíû.
Âõîäÿ â êîìíàòó èëè âûõîäÿ èç íåå, íå èäè âïåðåäè äàìû.
Ñàäÿñü â àâòîìîáèëü, ïðîïóñòè äàìó âïåðåä, Âûõîäÿ èç íåãî, âûéäè
ïåðâûì è ïîìîãè âûéòè äàìå, ïðåäëîæèâ åé ðóêó. Òî æå ñàìîå — â ëèôòå.
Ïðè ïîåçäêå â àâòîìîáèëå äàìà ðàñïîëàãàåòñÿ íà çàäíåì ñèäåíèè
ñïðàâà, ìóæ÷èíà — ñëåâà. Åñëè ìóæ÷èíà åäåò â àâòîìàøèíå ñ äâóìÿ
äàìàìè, åìó ñëåäóåò ñèäåòü ðÿäîì ñ øîôåðîì. Âûõîäèòü èç ìàøèíû
íàäî íà òó ñòîðîíó, ãäå íàõîäèòñÿ òðîòóàð.
Íå ñòàðàéñÿ ïîçäîðîâàòüñÿ çà ðóêó ñ êàæäûì èç ïðèñóòñòâóþùèõ.
Îáÿçàòåëüíî çäîðîâàòüñÿ íóæíî ñ õîçÿèíîì è õîçÿéêîé, à îñòàëüíûì
ìîæíî òîëüêî ïîêëîíèòüñÿ.
Çäîðîâàÿñü, íå ñòåñíÿéòåñü ñëåãêà óëûáíóòüñÿ. Óëûáêà âñåãäà óêðàøàåò ÷åëîâåêà, ê òîìó æå îíà ðàñïîëàãàåò ê âàì ñîáåñåäíèêà.
Çäîðîâàÿñü, âûíèìàþò ðóêó èç êàðìàíà è îáÿçàòåëüíî ñèãàðåòó èçî ðòà.
Íå äîòðàãèâàéñÿ äî ñîáåñåäíèêà ñ öåëüþ ïðèâëå÷ü åãî âíèìàíèå.
Íå ðàçãîâàðèâàé â îáùåñòâå î äåëàõ, êàñàþùèõñÿ ëèøü òåáÿ è
òâîåãî ñîáåñåäíèêà, èëè î âåùàõ, ïîíÿòíûõ òîëüêî âàì äâîèì.
Íå øåï÷è. Åñëè õî÷åøü ñêàçàòü òî, ÷åãî íåëüçÿ ãîâîðèòü âñëóõ, îñòàâü
ýòî äî áîëåå ïîäõîäÿùåãî ñëó÷àÿ.
Íå ðàññêàçûâàé î ñåáå è î ñâîèõ äåëàõ. Íå ãîâîðè î ñâîèõ áîëåçíÿõ,
íåóäà÷àõ è ò.ä. Íå ïûòàéñÿ âñåöåëî çàâëàäåòü ðàçãîâîðîì. Íå âåäè ðàçãîâîðà î ëþäÿõ, êîòîðûõ ïðèñóòñòâóþùèå íå çíàþò.
Íå øóòè êîëêî ïî àäðåñó äðóãîãî. Íå âûñìåèâàé äðóãèõ çà èõ
ìàíåðû. Åñëè â îáùåñòâå êòî-íèáóäü ÷èõàåò, îñòàâü ýòî áåç âíèìàíèÿ.
Íå ïðåðûâàé ñîáåñåäíèêà. Íå âñòóïàé â ñïîðû ïî ïóñòÿêàì. Íå èùè
ñëó÷àÿ ñîñòðèòü.
Íå ðàññêàçûâàé ñòàðûõ èñòîðèé, øóòîê è àíåêäîòîâ.
Íå áðàâèðóé òåì, ÷òî òû õîðîøî ðàçáèðàåøüñÿ â èñêóññòâå èëè â
òåõíèêå.
Íå îòêàçûâàéñÿ ñïåòü, ñûãðàòü íà èíñòðóìåíòå èëè ðàññêàçàòü ÷òîíèáóäü, åñëè òåáÿ ïðîñÿò è òû äåéñòâèòåëüíî ìîæåøü ýòî ñäåëàòü.
Íå áóäü óãðþìûì ïîòîìó, ÷òî òåáå êàæåòñÿ, ÷òî òåáÿ íå çàìå÷àþò.
Íå âûñêàçûâàé íåðàñïîëîæåíèÿ ê ñêó÷íûì èëè íàäîåäëèâûì ëþäÿì. Òû áóäåøü ïî-íàñòîÿùåìó âåæëèâ, åñëè äðóãèå íå çàìåòÿò òâîåãî
ðàçäðàæåíèÿ èëè îãîð÷åíèÿ.
Íå çàáûâàé áûòü âíèìàòåëüíûì ê ïîæèëûì ëþäÿì. Ýòî îñîáåííî îòíîñèòñÿ ê ìîëîäåæè, êîòîðàÿ ïî áåñïå÷íîñòè ÷àñòî áûâàåò
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íåâíèìàòåëüíà ê ñòàðøèì. Åñëè íà ïðèåìå èëè â ãîñòÿõ ñîñòîÿòñÿ
òàíöû, íå çàáóäü ïðèãëàñèòü íà òàíåö õîçÿéêó, à òàêæå åå äî÷åðåé.
Ïðèãëàøàÿ äàìó íà òàíåö è ïðîâîæàÿ åå íà ìåñòî, íóæíî ïðåäëîæèòü åé ïðàâóþ ðóêó.
Íå çëîóïîòðåáëÿé ãîñòåïðèèìñòâîì õîçÿåâ ñâîèì ñëèøêîì äîëãèì
ïðåáûâàíèåì.
Áóäó÷è â ãîñòÿõ, íå ðàñïîðÿæàéñÿ öâåòàìè è íå áåðè èõ ñ ñîáîé,
åñëè îíè òåáå íå ïîäàðåíû õîçÿåâàìè.
Íå ñìîòðè ÷àñòî íà ÷àñû. Íàó÷èñü ïðàâèëüíî îïðåäåëÿòü âðåìÿ,
êîãäà ìîæíî óéòè. Åñëè æå òåáå äåéñòâèòåëüíî íåîáõîäèìî óéòè äî
òîãî, êàê íà÷íóò ðàñõîäèòüñÿ äðóãèå ãîñòè, ñäåëàé ýòî íåçàìåòíî äëÿ
îêðóæàþùèõ, èçâèíèâøèñü ïðåäâàðèòåëüíî ïåðåä õîçÿåâàìè.
Êîãäà ãîñòèøü ó êîãî-íèáóäü â äîìå èëè íà äà÷å, íå çàáóäü îñâåäîìèòüñÿ îá îáû÷àÿõ õîçÿåâ: ìîæíî ëè êóðèòü â ñïàëüíå, â êàêîå
âðåìÿ âñòàâàòü è ëîæèòüñÿ ñïàòü. Íå îïàçäûâàé ê ñòîëó.
Íå çàáóäü â ýòîì ñëó÷àå áðàòü ñ ñîáîé òàêèå âåùè, êàê ïðèíàäëåæíîñòè äëÿ áðèòüÿ, çóáíóþ ùåòêó, îäåêîëîí è ïð.
 îáùåñòâåííûõ ìåñòàõ, íà óëèöå
Áóäü âåæëèâ ñ îêðóæàþùèìè èëè ïðîõîæèìè. Íå çàáóäü èçâèíèòüñÿ, åñëè ïðè÷èíèë äðóãîìó áåñïîêîéñòâî èëè íåóäîáñòâî.
Íå ñìîòðè ïðèñòàëüíî íà îêðóæàþùèõ. Íå ïîêàçûâàé ïàëüöåì íà
ëþäåé èëè ïðåäìåòû.
Íå îáîðà÷èâàéñÿ è íå ñìîòðè âñëåä ïðîøåäøèì ëþäÿì. Íå åøü,
èäÿ ïî óëèöå.
 òåàòðå, ïðîõîäÿ ìåæäó ðÿäàìè, èäè ñïèíîé ê ñöåíå,
 êèíî, âîéäÿ â çàë, íå çàáóäü ñíÿòü øëÿïó. Ñîâåðøàÿ ïîåçäêè, íå
çàáóäü îáðàòèòü âíèìàíèå íà ñâîþ îäåæäó,  íåêîòîðûõ ñëó÷àÿõ,
íàïðèìåð, ïóòåøåñòâóÿ íà ïàðîõîäå, ñëåäóåò ñïðàâèòüñÿ îá îáùåïðèíÿòîé îäåæäå.
Ïóòåøåñòâóÿ çà ãðàíèöåé, íå çàáûâàé, ÷òî ïî òâîåìó ïîâåäåíèþ
ñóäÿò î íðàâàõ òâîåé ñòðàíû. Ñîáëþäàé ïðàâèëà è îáû÷àè ñòðàíû, ãäå
íàõîäèøüñÿ.
Íå çàáûâàé, ÷òî âî ìíîãèõ ñòðàíàõ çàïðåùåíî ôîòîãðàôèðîâàíèå
èç îêíà ïîåçäà, ïàðîõîäà èëè ñàìîëåòà.
Îòúåçæàÿ ïîåçäîì, íå çàãîðàæèâàé îêíà âàãîíà áåç íåîáõîäèìîñòè, òàê êàê òâîè ñïóòíèêè, âîçìîæíî, òàêæå æåëàþò ñ êåì-íèáóäü ïðîñòèòüñÿ. Â êóïå íå îòêðûâàé îêíî, íå ñïðîñèâ ïðåäâàðèòåëüíî ñîãëàñèÿ
äðóãèõ ïàññàæèðîâ.
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Ïðè ïîåçäêå â ïîåçäå ðåêîìåíäóåòñÿ áðàòü ñ ñîáîé íå àâîñüêè è
ïàêåòû, à äîðîæíûå ñóìêè èëè ÷åìîäàíû.
 êóïå íóæíî âåñòè ñåáÿ êîððåêòíî. Íåïðèëè÷íî êëàñòü íîãè íà
ïðîòèâîïîëîæíîå ñèäåíüå, ñëèøêîì ãðîìêî ðàçãîâàðèâàòü, âåñåëèòüñÿ, ïåòü, ñâèñòåòü è ò.ï.
Ïðåäñòàâëÿòüñÿ ñïóòíèêàì, ñ êîòîðûìè åäåòå â îäíîì êóïå, íå
îáÿçàòåëüíî. Îäíàêî ïðè âõîäå â êóïå íóæíî ïîçäîðîâàòüñÿ, à ïðè
óõîäå ïîïðîùàòüñÿ. Íå ñìóùàéñÿ òåì, ÷òî íå çíàåøü ðàçìåðà ÷àåâûõ,
êîòîðûå íóæíî äàâàòü ïî îêîí÷àíèè ïîåçäêè. Îá ýòîì ìîæíî ñïðàâèòüñÿ ó ïîïóò÷èêà, êîòîðûé îïûòíåé òåáÿ. Ñòîèìîñòü áèëåòîâ íà
ìíîãèõ àâèàëèíèÿõ âêëþ÷àåò â ñåáÿ ÷àåâûå.
Çà ðóëåì àâòîìîáèëÿ ïîìíè íå òîëüêî î ïðàâèëàõ äâèæåíèÿ: íå
çàáûâàé îá óäîáñòâàõ è ñïîêîéñòâèè äðóãèõ âîäèòåëåé è ïåøåõîäîâ.
Íå ñèãíàëü, åñëè â ýòîì íåò íåîáõîäèìîñòè. Ïðîåçæàÿ ïî ìîêðîé,
ãðÿçíîé óëèöå, íå çàáûâàé, ÷òî òâîÿ ìàøèíà ìîæåò çàáðûçãàòü ãðÿçüþ ïåøåõîäîâ è äðóãèå ìàøèíû.
Ïðè ïîëüçîâàíèè îáùåñòâåííûì òðàíñïîðòîì íå ñëåäóåò òîëêàòüñÿ, íàðóøàòü î÷åðåäü. Ïðè ýòîì ïðàâèëà õîðîøåãî òîíà ðåêîìåíäóþò
ïðîïóñòèòü âïåðåä ñåáÿ ïîæèëûõ ëþäåé, ìàòåðåé ñ äåòüìè, æåíùèí è
èíâàëèäîâ. Ìîëîäûå ëþäè äîëæíû óñòóïàòü ìåñòà æåíùèíàì è ïîæèëûì. Ñîðèòü, áðîñàòü íà ïîë èñïîëüçîâàííûå áèëåòû, áóìàæêè è äðóãîé ìóñîð íåïðèëè÷íî.
ÂÍÅØÍÈÉ ÂÈÄ È ÏÐÈÂÛ×ÊÈ
Íå çàáûâàé ïîñòîÿííî çàáîòèòüñÿ î ñâîåì âíåøíåì âèäå, îïðÿòíîñòè è ÷èñòîòå. Íå ïðåíåáðåãàé äåòàëÿìè ñâîåãî òóàëåòà. Îäíàêî çàíèìàòüñÿ ýòèì ìîæíî òîëüêî äîìà èëè â ìåñòàõ, ãäå íåò ïîñòîðîííèõ.
Íèêîãäà íå ñëåäóåò ïðè÷åñûâàòüñÿ, ÷èñòèòü íîãòè, ïðèâîäèòü â ïîðÿäîê êîñòþì è ò.ä., íà ïðèåìå, â ãîñòÿõ, â îáùåñòâåííûõ ìåñòàõ èëè
íà óëèöå.
Íå íîñè îäåæäó ÿðêèõ öâåòîâ èëè ñëèøêîì ïåñòðûõ óçîðîâ. Âûáèðàé ñïîêîéíûå òîíà è ôàñîíû, êîòîðûå áîëåå âñåãî òåáå ïîäõîäÿò.
Íå íîñè äðàãîöåííîñòåé òîëüêî êàê óêðàøåíèÿ. Ìîæíî íîñèòü áóëàâêó äëÿ ãàëñòóêà, öåïî÷êó äëÿ ÷àñîâ, áðîøü, çàêîëêó è ïð., ïîòîìó
÷òî ýòè âåùè ïîëåçíû, íî ÷åì îíè ïðîùå, òåì ëó÷øå. Æåíùèíû
äîëæíû áûòü îñîáåííî âíèìàòåëüíû ê ñâîèì óêðàøåíèÿì.
Íå êëàäè â íàðóæíûå êàðìàíû ðó÷êó, êàðàíäàø, î÷êè, ðàñ÷åñêó è
äðóãèå ïðåäìåòû. Íå âûõîäè íà óëèöó â íå÷èùåíîé îáóâè. Íå íîñè
ìÿòûé êîñòþì, íåâûãëàæåííóþ ðóáàøêó, ãàëñòóê.
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Íå íîñè øëÿïó íàòÿíóòîé íà ãëàçà èëè ñäâèíóòîé íà çàòûëîê.
Ñëåäè çà ñâîåé ïîõîäêîé. Íå õîäè âðàçâàëêó. Õîäèòü ñëåäóåò òâåðäî,
ïðÿìî, íå ñãèáàÿñü è ñ äîñòîèíñòâîì.
Íå æåñòèêóëèðóé áåç íåîáõîäèìîñòè. Âñåãäà äåðæè ïîä êîíòðîëåì
ñâîè ðóêè. Íå êëàäè èõ â êàðìàíû.
Íå íîñè ïèæàìó, õàëàò èëè äîìàøíèå òóôëè íèãäå, êðîìå ñïàëüíè
èëè âàííîé êîìíàòû.
Íå íàñâèñòûâàé íà óëèöå è â äðóãèõ îáùåñòâåííûõ ìåñòàõ,
Íå ñìåéñÿ ñëèøêîì ãðîìêî. Íå êóðè, åñëè ýòî íåïðèÿòíî äðóãèì.
Íèêîãäà íå çàáûâàé, ÷òî íà òâîé âíåøíèé âèä è íà òâîè ìàíåðû
îáðàùàþò âíèìàíèå îêðóæàþùèå.
Ïðèëîæåíèå 7
ÀÍÍÎÒÈÐÎÂÀÍÍÛÉ ÑÏÈÑÎÊ WEB-ÐÅÑÓÐÑÎÂ
ÏÎ ÌÈÐÎÂÎÉ ÝÊÎÍÎÌÈÊÅ
È ÌÅÆÄÓÍÀÐÎÄÍÛÌ ÝÊÎÍÎÌÈ×ÅÑÊÈÌ ÎÒÍÎØÅÍÈßÌ
Ðóññêîÿçû÷íûå ñàéòû
Îðãàíû ãîñóäàðñòâåííîãî óïðàâëåíèÿ
è íàöèîíàëüíûå èíñòèòóòû
Ìèíèñòåðñòâî ôèíàíñîâ ÐÔ mac.www.minfin.ru
Íàðÿäó ñ õàðàêòåðèñòèêîé îðãàíèçàöèîííîé ñòðóêòóðû Ìèíèñòåðñòâà ôèíàíñîâ, ôåäåðàëüíîãî áþäæåòà, âíåøíåãî äîëãà ÐÔ, èíôîðìàöèåé ïî âûïóñêó öåííûõ áóìàã ýòîò ñàéò ñîäåðæèò àíàëèòè÷åñêèå
ìàòåðèàëû î ñîñòîÿíèè ìàêðîýêîíîìè÷åñêèõ ïàðàìåòðîâ, â òîì ÷èñëå
î ñîñòîÿíèè âàëþòíîãî ðûíêà è âíåøíåé òîðãîâëè ÐÔ.
Ìèíèñòåðñòâî ýêîíîìè÷åñêîãî ðàçâèòèÿ è òîðãîâëè ÐÔ
www.economy.gov.ru
Íà ñàéòå ðåãóëÿðíî ïóáëèêóþòñÿ îñíîâíûå ïîêàçàòåëè ìàêðîýêîíîìè÷åñêîãî ðàçâèòèÿ, à òàêæå àíàëèòè÷åñêèå îáçîðû, â òîì ÷èñëå
àíàëèç âíåøíåé òîðãîâëè ÐÔ.
Ìèíèñòåðñòâî èíîñòðàííûõ äåë ÐÔ www.gov.ru
Íà ñàéòå ïîëó÷àåò îñâåùåíèå ó÷àñòèå ÐÔ â ñèñòåìå ìåæäóíàðîäíûõ îòíîøåíèé, åå âçàèìîäåéñòâèå ñ ìåæäóíàðîäíûìè ñòðóêòóðàìè,
òàêèìè êàê ÎÎÍ è ìåæäóíàðîäíûå îðãàíèçàöèè ñèñòåìû ÎÎÍ, èíòåãðàöèîííûå îáúåäèíåíèÿ è ò.ä.
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Ðîññèéñêèé öåíòð ñîäåéñòâèÿ èíîñòðàííûì èíâåñòèöèÿì ïðè Ìèíèñòåðñòâå ýêîíîìè÷åñêîãî ðàçâèòèÿ è òîðãîâëè ÐÔ www.fipc.ru
Íà ñàéòå ñîäåðæèòñÿ èíôîðìàöèÿ îá îñîáåííîñòÿõ ôåäåðàëüíîãî è
ðåãèîíàëüíîãî çàêîíîäàòåëüñòâà â îáëàñòè ïðÿìûõ èíîñòðàííûõ èíâåñòèöèé, î ìàêðîýêîíîìè÷åñêèõ ïîêàçàòåëÿõ è ñîñòîÿíèè èíâåñòèöèîííîãî êëèìàòà â ÐÔ, à òàêæå îá èíâåñòèöèîííûõ ïðîåêòàõ ñ ó÷àñòèåì
èíîñòðàííîãî êàïèòàëà, îñóùåñòâëÿåìûõ íà òåððèòîðèè ÐÔ.
Öåíòðàëüíûé áàíê Ðîññèè www.cbr.ru
Ñîäåðæèò ïîëåçíóþ èíôîðìàöèþ îá èñòîðèè ÖÁ Ðîññèè, åãî îðãàíèçàöèîííîé ñòðóêòóðå, ïðàâîâîì ñòàòóñå è ôóíêöèÿõ. Çäåñü ðàçìåùåíû ñòàòèñòè÷åñêèå äàííûå î òåêóùåì ñîñòîÿíèè ìàêðîýêîíîìèêè
è ìîíåòàðíîãî ñåêòîðà, ñïðàâî÷íèê ïî êðåäèòíûì îðãàíèçàöèÿì, èíôîðìàöèîííî-àíàëèòè÷åñêèå ìàòåðèàëû. Ðàçäåë «Áàíê Ðîññèè ñåãîäíÿ» ñîäåðæèò ýëåêòðîííóþ âåðñèþ ãîäîâûõ îò÷åòîâ ÖÁ íà÷èíàÿ ñ
1997 ã., çäåñü ìîæíî íàéòè ñòàòèñòè÷åñêèå è àíàëèòè÷åñêèå äàííûå î
ïëàòåæíîì áàëàíñå Ðîññèè, òîâàðíîé è ãåîãðàôè÷åñêîé ñòðóêòóðå åå
âíåøíåé òîðãîâëè, ýêîíîìè÷åñêîì ïîëîæåíèè çàðóáåæíûõ ñòðàí, î
ñîñòîÿíèè ìèðîâûõ ðûíêîâ.
Ìåæäóíàðîäíûå ýêîíîìè÷åñêèå
è ôèíàíñîâûå îðãàíèçàöèè
Ðîññèÿ è Âñåìèðíàÿ òîðãîâàÿ îðãàíèçàöèÿ www.wto.ru
 ïðåääâåðèè ïðèñîåäèíåíèÿ ÐÔ ê ÂÒÎ ñîçäàí ñïåöèàëüíûé ñàéò,
îñâåùàþùèé îñíîâíûå ýòàïû ýòîãî ïðîöåññà, à òàêæå òåêóùåå ñîñòîÿíèå ïåðåãîâîðîâ. Íà ñàéòå ìîæíî íàéòè îáùóþ èíôîðìàöèþ î ÂÒÎ,
à òàêæå äîêóìåíòû (ñîãëàøåíèÿ ÂÒÎ, òîðãîâûå ñîãëàøåíèÿ ÐÔ) è
ñòàòèñòè÷åñêèå äàííûå.
Ìåæäóíàðîäíûé âàëþòíûé ôîíä (ÌÂÔ) www.imf.org
Îñíîâíûì ÿçûêîì ñàéòà ÌÂÔ ÿâëÿåòñÿ àíãëèéñêèé, òåì íå ìåíåå
çäåñü ìîæíî íàéòè ðÿä âàæíûõ äîêóìåíòîâ â ïåðåâîäå íà ðóññêèé ÿçûê.
Îðãàíèçàöèÿ Îáúåäèíåííûõ Íàöèé (ÎÎÍ) www.un.org
Îôèöèàëüíûé ñàéò ÎÎÍ ñîäåðæèò èíôîðìàöèþ î åå òåêóùåé äåÿòåëüíîñòè, ìàòåðèàëû è êîììåíòàðèè ïî ïîâîäó ãåíåðàëüíûõ àññàìáëåé, à òàêæå îôèöèàëüíûå äîêóìåíòû. Çäåñü ìîæíî íàéòè àëôàâèòíûé ñïèñîê ãîñóäàðñò⠗ ÷ëåíîâ ÎÎÍ ñî ññûëêàìè íà ñòðàíèöû èõ
ïðåäñòàâèòåëüñòâ.
Êîìèññèÿ ÎÎÍ ïî ïðàâó ìåæäóíàðîäíîé òîðãîâëè (ÞÍÑÈÒÐÀË)
www.uncitral.org
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Íà ñàéòå Êîìèññèè ÎÎÍ ïî ïðàâó ìåæäóíàðîäíîé òîðãîâëè ìîæíî íàéòè äîêóìåíòû íà ðàçíûõ ÿçûêàõ, â òîì ÷èñëå è íà ðóññêîì.
Êîíôåðåíöèÿ ÎÎÍ ïî òîðãîâëå è ðàçâèòèþ (ÞÍÊÒÀÄ)
www.unctad.org
Îôèöèàëüíûé ÿçûê ÞÍÊÒÀÄ — àíãëèéñêèé. Îäíàêî ýòà îðãàíèçàöèÿ ïóáëèêóåò ðÿä äîêóìåíòîâ íà ìíîãèõ ÿçûêàõ, â òîì ÷èñëå è íà
ðóññêîì.  ÷àñòíîñòè, íà ñàéòå ìîæíî íàéòè ðóññêîÿçû÷íûé âàðèàíò
îáçîðà äîêëàäà «World Investment Report» Äîêëàä î ìèðîâûõ èíâåñòèöèÿõ çà 2001 ã. íà ðóññêîì ÿçûêå ìîæíî íàéòè ïî àäðåñó www.unctad.org/
en/docs/wirOlove.ru.pdf.
Îðãàíèçàöèÿ ýêîíîìè÷åñêîãî ñîòðóäíè÷åñòâà è ðàçâèòèÿ (ÎÝÑÐ)
www.oecd.org
Îñíîâíîé ÿçûê ñàéòà ÎÝÑÐ — àíãëèéñêèé, îäíàêî çäåñü ìîæíî
íàéòè íåêîòîðûå äîêóìåíòû â ïåðåâîäå íà ðóññêèé ÿçûê.
Íàó÷íî-èññëåäîâàòåëüñêèå
è èíôîðìàöèîííûå öåíòðû
Èíñòèòóò òðàíñíàöèîíàëüíûõ êîðïîðàöèé www.itnc.ru
Èíñòèòóò òðàíñíàöèîíàëüíûõ êîðïîðàöèé ñîçäàí äëÿ èçó÷åíèÿ îñîáåííîñòåé äâèæåíèÿ ÷àñòíîãî êàïèòàëà â ìèðîâîì õîçÿéñòâå â ñîâðåìåííûõ óñëîâèÿõ. Çäåñü ìîæíî íàéòè èíôîðìàöèþ î ÒÍÊ.
Ðîññèéñêàÿ àññîöèàöèÿ ìåæäóíàðîäíûõ èññëåäîâàíèé (ÐÀÌÈ)
www.rami.ru
Çäåñü ìîæíî íàéòè èíôîðìàöèîííûå ðåñóðñû ïî îáùèì âîïðîñàì
ìåæäóíàðîäíûõ îòíîøåíèé.
Íîâîñòíûå êàíàëû
Âåäîìîñòè www.vedomosti.ru
Ïàðòíåðñêèé ñàéò Financial Times è The Wall Street Journal.
vip.lenta.ru
www.ntvru.com
Ðóññêàÿ ñëóæáà Áè-áè-ñè bbcrussian.com
Íà íîâîñòíûõ êàíàëàõ ìîæíî íàéòè ñâåäåíèÿ î òåêóùèõ ñîáûòèÿõ
â ÐÔ è ìèðå. Êàê ïðàâèëî, îíè èìåþò ðàçäåë «Ýêîíîìèêà», â êîòîðîì ðàçìåùàåòñÿ èíôîðìàöèÿ î ãëàâíûõ ñîáûòèÿõ â ñôåðå ýêîíîìèêè
è ìåæäóíàðîäíûõ ýêîíîìè÷åñêèõ îòíîøåíèé. Îíè ñíàáæåíû ïîèñêîâûìè ñèñòåìàìè, êîòîðûå ïîçâîëÿþò áûñòðî íàéòè èíôîðìàöèþ ïî
èíòåðåñóþùèì âîïðîñàì.
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Àíãëîÿçû÷íûå ñàéòû
Èíòåãðàöèîííûå îáúåäèíåíèÿ
The Andean Community www.comunidadandina.org
 ñîñòàâ Àíäñêîãî ïàêòà, ïðåäñòàâëÿþùåãî ñîáîé òàìîæåííûé ñîþç,
âõîäèò ïÿòü ãîñóäàðñòâ Ëàòèíñêîé Àìåðèêè (Áîëèâèÿ, Êîëóìáèÿ, Ýêâàäîð, Ïåðó, Âåíåñóýëà). Íà ñàéòå ðàçìåùåíà èíôîðìàöèÿ î òîðãîâëå
òîâàðàìè è óñëóãàìè ýòèõ ñòðàí, òîðãîâîé è âíåøíåé ïîëèòèêå, îáùåì
òàìîæåííîì òàðèôå, î ïåðñïåêòèâàõ äàëüíåéøåãî ðàçâèòèÿ èíòåãðàöèîííîãî îáúåäèíåíèÿ.
The Caribbean Community and Common Market (CARICOM)
www.caricom.org
Ñîþç ñòðàí Êàðèáñêîãî áàññåéíà, ñîçäàííûé â 1973 ã., — èíòåãðàöèîííîå îáúåäèíåíèå 14 ëàòèíîàìåðèêàíñêèõ ãîñóäàðñòâ.  1996 ã.
13 åãî ó÷àñòíèêîâ ïîäïèñàëè ñîãëàøåíèå î ñîçäàíèè îáùåãî ðûíêà,
ïðåäóñìàòðèâàþùåå ñâîáîäíîå ïåðåäâèæåíèå òîâàðîâ, óñëóã, ðàáî÷åé
ñèëû è êàïèòàëà. Íà îôèöèàëüíîì ñàéòå ðàçìåùåíà èíôîðìàöèÿ îá
èñòîðèè ñîçäàíèÿ ñîþçà, äîêóìåíòû, äàííûå î åãî ó÷àñòíèêàõ.
The European Union europa.eu.int
Íà îôèöèàëüíîì ñàéòå Åâðîïåéñêîãî ñîþçà ðàçìåùåíà èíôîðìàöèÿ
î òåêóùèõ ñîáûòèÿõ è ïðîáëåìàõ, â ÷àñòíîñòè î ðàñøèðåíèè ñîþçà,
ïåðåõîäå íà åâðî, îá îñíîâíûõ íàïðàâëåíèÿõ äåÿòåëüíîñòè â òàêèõ ñôåðàõ, êàê ñåëüñêîå õîçÿéñòâî, çàíÿòîñòü è ñîöèàëüíûå âîïðîñû, ïðåäïðèíèìàòåëüñòâî, êîíêóðåíöèÿ, âíåøíèå ñâÿçè è ò.ä. Çäåñü ìîæíî ïîëó÷èòü ýëåêòðîííûå êîïèè îôèöèàëüíûõ äîêóìåíòîâ (íàïðèìåð, Ãåíåðàëüíûé îò÷åò î äåÿòåëüíîñòè Åâðîïåéñêîãî ñîþçà, Áþëëåòåíü
Åâðîïåéñêîãî ñîþçà), à òàêæå îïèñàíèå èíñòèòóöèîíàëüíîé ñòðóêòóðû
ÅÝÑ è èçëîæåíèå åãî èñòîðèè.
The European Free Trade Association (EFTA) www.efta.int
Åâðîïåéñêàÿ àññîöèàöèÿ ñâîáîäíîé òîðãîâëè âêëþ÷àåò Èñëàíäèþ,
Ëèõòåíøòåéí, Íîðâåãèþ, Øâåéöàðèþ. Íà îôèöèàëüíîì ñàéòå ñîäåðæàòñÿ ýëåêòðîííûå êîïèè äîêóìåíòîâ.
The North American Free Trade Agreement (NAFTA) www.nafta-secalena.org
Ñåâåðîàìåðèêàíñêîå ñîãëàøåíèå î ñâîáîäíîé òîðãîâëå îáúåäèíÿåò
ÑØÀ, Êàíàäó è Ìåêñèêó. Íà ñàéòå èíòåãðàöèîííîãî îáúåäèíåíèÿ ðàçìåùåíû îôèöèàëüíûå äîêóìåíòû, à òàêæå èíôîðìàöèÿ î ïðàâèëàõ è
ñîâìåñòíî ïðèíèìàåìûõ ðåøåíèÿõ.
Central European Free Trade Agreement (CEFTA) www.cefta.org
Öåíòðàëüíî-åâðîïåéñêîå ñîãëàøåíèå î ñâîáîäíîé òîðãîâëå ñóùåñòâóåò ñ 1992 ã.  åãî ñîñòàâ âõîäÿò Ïîëüøà, ×åõèÿ, Ñëîâàêèÿ, Âåíãðèÿ,
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Ñëîâåíèÿ, Ðóìûíèÿ, Áîëãàðèÿ. Êàíäèäàòû íà âñòóïëåíèå — Õîðâàòèÿ,
Ëàòâèÿ, Ýñòîíèÿ, Ëèòâà, Óêðàèíà. Íà îôèöèàëüíîì ñàéòå ðàçìåùåíà
èíôîðìàöèÿ îá èñòîðèè ñîçäàíèÿ, î ñòðàíàõ-ó÷àñòíèöàõ, îôèöèàëüíûå
äîêóìåíòû è òåêóùèå íîâîñòè.
ÃËÎÑÑÀÐÈÉ
Àäìèíèñòðàòèâíî-òåõíè÷åñêèé ïåðñîíàë ïîñîëüñòâà – ýòî ëèöà, îñóùåñòâëÿþùèå àäìèíèñòðàòèâíî-òåõíè÷åñêîå îáñëóæèâàíèå ïðåäñòàâèòåëüñòâà: îáû÷íî ðåôåðåíòû, çàâåäóþùèå êàíöåëÿðèåé, ñåêðåòàðè, ìàøèíèñòêè è äðóãèå ëèöà.
Âåðáàëüíàÿ íîòà (ëàò. verbalis — óñòíûé, ñëîâåñíûé) – ýòî ñîîáùåíèå, ïðèðàâíåííîå ê óñòíîìó.
Âðåìåííûå îðãàíû âíåøíèõ ñíîøåíèé — ýòî ðàçëè÷íûå äåëåãàöèè,
îòäåëüíûå ïðåäñòàâèòåëè, ïîñûëàåìûå çà ãðàíèöó, à òàêæå òàê íàçûâàåìûå íàáëþäàòåëè íà ìåæäóíàðîäíûõ êîíôåðåíöèÿõ, ñúåçäàõ, â
ìåæäóíàðîäíûõ êîìèññèÿõ è, íàêîíåö, ýòî îòäåëüíûå ïðåäñòàâèòåëè
íà ãîñóäàðñòâåííûõ þáèëåÿõ, êîðîíàöèÿõ è äðóãèõ ìåðîïðèÿòèÿõ.
Äåëîâîé ýòèêåò – âàæíàÿ ñîñòàâëÿþùàÿ äåëîâûõ îòíîøåíèé, áàçèðóþùàÿñÿ íà ìíîãîâåêîâîé ìóäðîñòè, îïðåäåëÿþùåé ïðåäñòàâëåíèÿ î äóõîâíûõ öåííîñòÿõ (ñïðàâåäëèâîñòè, ÷åñòíîñòè, âåðíîñòè ñëîâó è öåííîñòÿõ ìàòåðèàëüíûõ – îðãàíèçîâàííîñòè, âûñîêîì äèçàéíåðñêîì óðîâíå).
Äèïêîðïóñ – ýòî ñîâîêóïíîñòü âñåõ ðàáîòíèêîâ ïîñîëüñòâ è ìèññèé,
êîòîðûõ ñòðàíà ïðåáûâàíèÿ ïðèçíàåò â êà÷åñòâå äèïëîìàòè÷åñêîãî ïåðñîíàëà, à òàêæå ÷ëåíîâ èõ ñåìåé (æåí, íåñîâåðøåííîëåòíèõ äåòåé è
íåçàìóæíèõ äî÷åðåé). Êðîìå òîãî, ñþäà âõîäÿò òîðãîâûå ïðåäñòàâèòåëè
(ñîâåòíèêè) è èõ çàìåñòèòåëè, âîåííûå àòòàøå è èõ ïîìîùíèêè, ñïåöèàëüíûå ñîâåòíèêè è àòòàøå (ïî ýêîíîìè÷åñêèì âîïðîñàì, êóëüòóðå, ñåëüñêîìó õîçÿéñòâó è ò.ä.), à òàêæå ÷ëåíû èõ ñåìåé.
Äèïëîìàò — ýòî îôèöèàëüíîå äîëæíîñòíîå ëèöî, ñîòðóäíèê ìèíèñòåðñòâà èíîñòðàííûõ äåë, îñóùåñòâëÿþùèé ïîëèòè÷åñêèå êîíòàêòû ñ ïðåäñòàâèòåëÿìè èíîñòðàííûõ ãîñóäàðñòâ ëèáî â ñâîåé ñòðàíå
(öåíòðàëüíûé àïïàðàò ÌÈÄà), ëèáî â äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâàõ (ïîñîëüñòâàõ, ìèññèÿõ, êîíñóëüñòâàõ) çà ðóáåæîì.
Äèïëîìàòè÷åñêèå ðàíãè — ýòî îñîáûå ñëóæåáíûå çâàíèÿ, ïðèñâàèâàåìûå äèïëîìàòè÷åñêîìó ïåðñîíàëó âåäîìñòâà èíîñòðàííûõ äåë è
äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ çà ãðàíèöåé.
Äèïëîìàòè÷åñêîèé ïåðñîíàë – ýòî ëèöà, èìåþùèå äèïëîìàòè÷åñêèå ðàíãè. Ïîä ýòó êàòåãîðèþ ïîäïàäàþò ëèöà, íàçíà÷àåìûå íà äîëæíîñòü ñîâåòíèêîâ-ïîñëàííèêîâ, ñîâåòíèêîâ, ñåêðåòàðåé è àòòàøå.
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Äèïëîìàòèÿ — ñðåäñòâî îñóùåñòâëåíèÿ âíåøíåé ïîëèòèêè ãîñóäàðñòâà, ïðåäñòàâëÿþùåå ñîáîé ñîâîêóïíîñòü íåâîåííûõ ïðàêòè÷åñêèõ
ìåðîïðèÿòèé, ïðèåìîâ è ìåòîäîâ, ïðèìåíÿåìûõ ñ ó÷åòîì êîíêðåòíûõ
óñëîâèé è õàðàêòåðà ðåøàåìûõ çàäà÷, îôèöèàëüíàÿ äåÿòåëüíîñòü ãëàâ
ãîñóäàðñòâ è ïðàâèòåëüñòâ, ìèíèñòðîâ èíîñòðàííûõ äåë, äèïëîìàòè÷åñêèõ ïðåäñòàâèòåëüñòâ çà ðóáåæîì, äåëåãàöèé íà ìåæäóíàðîäíûõ
êîíôåðåíöèÿõ ïî îñóùåñòâëåíèþ öåëåé è çàäà÷ âíåøíåé ïîëèòèêè
ãîñóäàðñòâà, çàùèòå ïðàâ è èíòåðåñîâ ãîñóäàðñòâà, åãî ó÷ðåæäåíèé è
ãðàæäàí çà ãðàíèöåé.
Äóàéåí — ãëàâà äèïëîìàòè÷åñêîãî êîðïóñà.
Èììóíèòåò (îò ëàò. immunitus — îñâîáîæäåíèå, èçáàâëåíèå îò ÷åãîëèáî) — ýòî èçúÿòèå èç-ïîä àäìèíèñòðàòèâíîé, óãîëîâíîé è ãðàæäàíñêîé þðèñäèêöèè ãîñóäàðñòâà ïðåáûâàíèÿ.
Êîíñóë (ëàò. consul) — äîëæíîñòíîå ëèöî ãîñóäàðñòâà, íàçíà÷åííîå
â êàêîé-ëèáî ðàéîí (îêðóã) äðóãîãî ãîñóäàðñòâà ñ îïðåäåëåííî âûðàæåííîãî ñîãëàñèÿ ïîñëåäíåãî äëÿ çàùèòû â ýòîì ðàéîíå èíòåðåñîâ
ñâîåé ñòðàíû, åå þðèäè÷åñêèõ ëèö è ãðàæäàí, ñîäåéñòâèÿ ðàçâèòèþ
ïîëèòè÷åñêèõ, ýêîíîìè÷åñêèõ, êóëüòóðíûõ è ïðî÷èõ ñâÿçåé ìåæäó
ïðåäñòàâëÿåìûì è ïðèíèìàþùèì ãîñóäàðñòâàìè, íàáëþäåíèÿ è èíôîðìàöèè îá ýêîíîìè÷åñêîì ïîëîæåíèè è ñîöèàëüíî-ïîëèòè÷åñêèõ
ïðîöåññàõ â ðàéîíå ñâîåãî ïðåáûâàíèÿ.
Êîíñóëüñêèå ñáîðû — ýòî ïëàòåæè, âçèìàåìûå êîíñóëîì (êîíñóëüñòâîì) çà âûïîëíÿåìûå êîíñóëüñêèå äåéñòâèÿ: âûäà÷ó ïàñïîðòîâ, âèç,
ïðèåì è îôîðìëåíèå õîäàòàéñòâ ïî âîïðîñàì ãðàæäàíñòâà, ðåãèñòðàöèþ àêòîâ ãðàæäàíñêîãî ñîñòîÿíèÿ è ò.ä.
Ëè÷íàÿ íîòà – ýòî ñîîáùåíèå, êîòîðîå ñîñòàâëÿåòñÿ îò ïåðâîãî
ëèöà, íà÷èíàåòñÿ ñ îáðàùåíèÿ.
Ìèíèñòåðñòâî èíîñòðàííûõ äåë (ÌÈÄ) — ýòî öåíòðàëèçîâàííûé
àïïàðàò ãîñóäàðñòâåííîãî óïðàâëåíèÿ, íåïîñðåäñòâåííî è ïîâñåäíåâíî îñóùåñòâëÿþùèé äèïëîìàòè÷åñêóþ äåÿòåëüíîñòü äàííîãî ãîñóäàðñòâà, íåïîñðåäñòâåííî îðãàíèçóþùèé è êîîðäèíèðóþùèé âíåøíèå
ñíîøåíèÿ ãîñóäàðñòâà.
Íåøòàòíûå êîíñóëû — ýòî ëèöà, íå ñîñòîÿùèå íà ãîñóäàðñòâåííîé
ñëóæáå, íî âûïîëíÿþùèå êîíñóëüñêèå ôóíêöèè ïî ïîðó÷åíèþ ïðåäñòàâëÿåìîãî ãîñóäàðñòâà è ñ ñîãëàñèÿ ãîñóäàðñòâà ïðåáûâàíèÿ.
Ïîñîëüñòâî (èëè ìèññèÿ) – ýòî ãîñóäàðñòâåííîå ó÷ðåæäåíèå, íàõîäÿùååñÿ íà òåððèòîðèè èíîñòðàííîãî ãîñóäàðñòâà è äåéñòâóþùåå â ïîëíîì ñîîòâåòñòâèè ñ äèðåêòèâíûìè óêàçàíèÿìè ñâîåãî ïðàâèòåëüñòâà.
Ïîñòîÿííûå îðãàíû âíåøíèõ ñíîøåíèé — ýòî îðãàíû, êîòîðûå èçî
äíÿ â äåíü âåäóò ðàáîòó çà ãðàíèöåé, ïðåäñòàâëÿÿ èíòåðåñû ñâîåãî
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ãîñóäàðñòâà, îñóùåñòâëÿþò ïðÿìóþ ñâÿçü ñ ãëàâàìè ãîñóäàðñòâ è èõ
ïðàâèòåëüñòâàìè â ñòðàíå ïðåáûâàíèÿ.
Ïðèâèëåãèè — ýòî ëüãîòû, ïðåèìóùåñòâà, êîòîðûå ðÿäîâûì èíîñòðàíöàì íå ïðåäîñòàâëÿþòñÿ.
Øòàòíûå êîíñóëû — ýòî ëèöà, ñîñòîÿùèå íà ãîñóäàðñòâåííîé ñëóæáå
ïðåäñòàâëÿåìîãî ãîñóäàðñòâà, ÿâëÿþùèåñÿ åãî ãðàæäàíàìè è ïîëó÷àþùèå îò ãîñóäàðñòâà æàëîâàíèå. Ïîñêîëüêó îíè íå èìåþò ïðàâà çàíèìàòüñÿ êàêîé-ëèáî èíîé äåÿòåëüíîñòüþ (÷àñòíîïðåäïðèíèìàòåëüñêîé
è ò.ï.), êðîìå èñïîëíåíèÿ êîíñóëüñêèõ îáÿçàííîñòåé, èõ ïðèíÿòî
íàçûâàòü êàðüåðíûìè êîíñóëàìè.
Ýòèêåò (etuquette) – ôðàíöóçñêîå ñëîâî, îçíà÷àþùåå ìàíåðó, ñïîñîá âåñòè ñåáÿ â îáùåñòâå.
ÑÏÈÑÎÊ ËÈÒÅÐÀÒÓÐÛ
1. Àëåêñååâ À.À., Ãðîìîâà Ë.À. Ïîéìèòå ìåíÿ ïðàâèëüíî. – ÑÏá.: Ýêîíîìè÷åñêàÿ øêîëà, 1993. – 352 ñ.
2. Àòâàòåð È.ß. ß ñëóøàþ âàñ — Ì.: Ýêîíîìèêà, 1988. – 110 ñ.
3. Âëàñîâà Í. È ïðîñíåøüñÿ áîññîì. Êí. 1-3. – Ì.: ÈÍÔÐÀ-Ì, 1994.
4. Âóä Äæ., Ñåðå Æ. Äèïëîìàòè÷åñêèé öåðåìîíèàë è ïðîòîêîë / Ïåð. ñ
àíãë. Þ.Ï. Êëþêâèíà, Â.Â. Ïàñòîåâà, Ã.È. Ôîìèíà. — 2-å èçä., Ì.: Ìåæäóíàð. îòíîøåíèÿ, 2003. – 416 ñ.
5. Äîóñîí Ð. Óâåðåííî ïðèíèìàòü ðåøåíèÿ. – Ì.: Êóëüòóðà è ñïîðò,
1996. – 255 ñ.
6. Êîðýí Ë., Ãóäìýí Ï. Èñêóññòâî òîðãîâàòüñÿ, èëè Âñå î ïåðåãîâîðàõ. –
Ìèíñê: ÑÏ «Ýô-Ýé-Áè», 1995. – 132 ñ.
7. Ëåáåäåâà Ì.Ì. Âàì ïðåäñòîÿò ïåðåãîâîðû. – Ì.: Ýêîíîìèêà, 1993. – 156 ñ.
8. Ìàêêåé Õ. Êàê ïðîâîäèòü äåëîâûå áåñåäû. — Ì.: Ýêîíîìèêà, 1991. – 172 ñ.
9. Ìèöè÷ Ï. Êàê ïðîâîäèòü äåëîâûå áåñåäû. — Ì.: Ýêîíîìèêà, 1987. – 208 ñ.
10. Íèðåíáåðã Äæ. Ìàýñòðî ïåðåãîâîðîâ / Ïåð. ñ àíãë. Â. Íîçäðèíîé. – Ìí.:
Ïàðàäîêñ, 1996. – 416 ñ.
11. Ðàôåë Ì., Ðàôåë Í. Êàê çàâîåâàòü êëèåíòà – ÑÏá.: Ïèòåð Ïðåññ,
1996. – 158 ñ.
12. Ôèøåð Ð., Þðèè Ó. Ïóòü ê ñîãëàñèþ, èëè Ïåðåãîâîðû áåç ïîðàæåíèÿ. –
Ì.: Íàóêà, 1992. – 158 ñ.
13. Õîëîïîâà Ò.È., Ëåáåäåâà Ì.Ì. Ïðîòîêîë è ýòèêåò äëÿ äåëîâûõ ëþäåé. –
Ì.: ÈÍÔÐÀ-Ì, 1995. – 366 ñ.
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ÍÅÊÎÒÎÐÛÅ ÒÈÏÈ×ÍÛÅ* ÓÑËÎÂÈß
ÂÍÅØÍÅÒÎÐÃÎÂÛÕ ÊÎÍÒÐÀÊÒÎÂ
ÍÀ ÐÓÑÑÊÎÌ È ÀÍÃËÈÉÑÊÎÌ ßÇÛÊÀÕ
ÊÎÍÒÐÀÊÒ ¹
CONTRACT No
Ìîñêâà
«__» __________ 199__ ã.
_______________, èìåíóåìûé â
äàëüíåéøåì Ïðîäàâåö, ñ îäíîé
ñòîðîíû, è _______________,
èìåíóåìûé â äàëüíåéøåì Ïîêóïàòåëü, ñ äðóãîé ñòîðîíû, çàêëþ÷èëè íàñòîÿùèé êîíòðàêò î íèæåñëåäóþùåì:
1. Ïðåäìåò êîíòðàêòà
Ïðîäàâåö ïðîäàë, à Ïîêóïàòåëü
êóïèë íà óñëîâèÿõ (ÔÎÁ...) (ïîíèìàåìûõ â ñîîòâåòñòâèè ñ «Èíêîòåðìñ») __________________
Moscow
«___» _________ 199__ g.
_________________, hereinafter
referred to as the Seller, on the one
hand and _______________
hereinafter referred to as the
Buyer, on the other hand have
concluded the present Contract as
follows:
1. Subject of the Contract
The Seller sold and the Buyer
bought on the (FOB...) basis understood in accordance with «Incoterms» ______________________
ÒÎÂÀÐÛ íà ñóììó __________
â êîëè÷åñòâå, àññîðòèìåíòå, ïî öåíàì è â ñîîòâåòñòâèè ñ òåõíè÷åñêèìè óñëîâèÿìè, óêàçàííûìè â
ïðèëîæåíèÿõ ¹ 1, 2.., ÿâëÿþùèõñÿ íåîòúåìëåìîé ÷àñòüþ íàñòîÿùåãî êîíòðàêòà.
2. ÖÅÍÀ è îáùàÿ ñóììà
êîíòðàêòà
Öåíû íà òîâàðû óñòàíàâëèâàþòñÿ â ____________________
the goods to the amount of _____
in the quantity, assortment, at prices
and according to technical
conditions as stated in Supplements
No 1, 2... which are the integral
part of the present Contract.
è ïîíèìàþòñÿ ______________,
and are to be understood________
âêëþ÷àÿ ñòîèìîñòü ÒÀÐÛ, óïàêîâêè è ìàðêèðîâêè.
Îáùàÿ ñóììà íàñòîÿùåãî êîíòðàêòà ñîñòàâëÿåò ____________.
packing and marking included.
(ïîðò)
(âàëþòà)
(ÔÎÁ, ÑÈÔ...)
(port)
2. Price and Total Amount of
the Contract
The prices for the goods are tixed
in ________________________
(currency)
(FOB, CIF...)
The Total Amount of the present
Contract is _________________.
__________________
* Èìåííî «íåêîòîðûå òèïè÷íûå», à íå òèïîâûå ìîãóò ïîìî÷ü â ñîñòàâëåíèè è
ïåðåâîäå âíåøíåòîðãîâûõ êîíòðàêòîâ.
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3. Ñðîêè ïîñòàâêè
Ïîñòàâêà òîâàðîâ ïî íàñòîÿùåìó êîíòðàêòó äîëæíà áûòü ïðîèçâåäåíà â ñðîêè, óêàçàííûå â
Ïðèëîæåíèè ¹_____ ê äàííîìó
êîíòðàêòó.
Äàòîé ïîñòàâêè ñ÷èòàåòñÿ äàòà
ÊÎÍÎÑÀÌÅÍÒÀ è/èëè äàòà
øòåìïåëÿ ïîãðàíè÷íîé ñòàíöèè
ñòðàíû Ïðîäàâöà íà æåëåçíîäîðîæíîé íàêëàäíîé.
4. ÊÀ×ÅÑÒÂÎ òîâàðà
Êà÷åñòâî ïîñòàâëÿåìûõ èçäåëèé äîëæíî ñîîòâåòñòâîâàòü òåõíè÷åñêèì óñëîâèÿì, óêàçàííûì â
Ïðèëîæåíèè ¹ ___.
5. Óïàêîâêà è ìàðêèðîâêà
ÒÀÐÀ è âíóòðåííÿÿ óïàêîâêà
äîëæíû îáåñïå÷èâàòü ïîëíóþ ñîõðàííîñòü è ïðåäîõðàíÿòü òîâàð îò
ïîâðåæäåíèé ïðè òðàíñïîðòèðîâêå âñåìè âèäàìè òðàíñïîðòà ñ ó÷åòîì ïåðåâàëîê.
Íà êàæäîì ìåñòå äîëæíà áûòü
íàíåñåíà íåñìûâàþùåéñÿ êðàñêîé
ìàðêèðîâêà, ñîäåðæàùàÿ ñëåäóþùèå äàííûå:
Ìåñòî ¹ ____________
Êîíòðàêò ¹ _______________
ÎÒÏÐÀÂÈÒÅËÜ ÃÐÓÇÀ _______
ÏÎËÓ×ÀÒÅËÜ ÃÐÓÇÀ _________
Âåñ áðóòòî ________________
Âåñ íåòòî _________________
6. Ñäà÷à è ïðèåìêà òîâàðîâ
Òîâàð ñ÷èòàåòñÿ ñäàííûì
Ïðîäàâöîì è ïðèíÿòûì Ïîêóïàòåëåì:
ïî êà÷åñòâó – ñîãëàñíî êà÷åñòâó, óêàçàííîìó â ñåðòèôèêàòå î
êà÷åñòâå, âûäàííîì Ïðîäàâöîì;
ïî êîëè÷åñòâó – ñîãëàñíî êîëè÷åñòâó ìåñò è âåñó, óêàçàííûì â
æåëåçíîäîðîæíîé íàêëàäíîé èëè
êîíîñàìåíòå.
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3. Terms of delivery
Delivery of the goods under the
present Contract should be effected
within the dates sti pulated in the
Supplement No _____ to the
present Contract.
The date of the Bill of Lading
and/or the date of, frontier station
stamp of the Seller s country stated
in (rail-) way bill is to be considered as the date of delivery.
4. Quality of the goods
The quality of the goods should
conform to the technical condition
stated in Supplement No ____.
5. Packing and Marking
Tare and inner packing should
secure full safety of the goods and
protect the goods from any damages
during transportation by all kinds of
transportation means taking into
consideration transshi pments.
Each case is to be marked with
indelible paint as following:
Case No ______________
Contract No _______________
Consignor _________________
Consignee _________________
Cross weight _______________
Net weight ________________
6. Delivery and Acceptance of Goods
The goods shall be considered
delivered by the Seller and accepted
by the Buyer:
in respect of quality – according
to the Certificate of Quality issued
by the Seller;
in respect of quantity – according to the number of cases and
weight as shown in the way-bill or
Bill of Lading.
7. Ïëàòåæ
Ðàñ÷åòû çà ïîñòàâëåííûé òîâàð ïðîèçâîäÿòñÿ â ___________
7. Payment
Payment for the goods delivered
is effected in __________________
ïî áåçîòçûâíîìó, ïîäòâåðæäåííîìó, äåëèìîìó ÀÊÊÐÅÄÈÒÈÂÓ,
îòêðûòîìó Ïîêóïàòåëåì â
__________________________________.
under the irrevocable, confinned
divisible Letter of Credit established
by the Bayer with the Bank
____________________________.
 àêêðåäèòèâå äîëæíû áûòü
îáóñëîâëåíû ïåðåãðóçêè è ÷àñòè÷íûå îòãðóçêè, à òàêæå äîëæíî áûòü
îáóñëîâëåíî, ÷òî âñå ðàñõîäû, ñâÿçàííûå ñ îòêðûòèåì è ïðîäëåíèåì
àêêðåäèòèâà, è âñå äðóãèå áàíêîâñêèå ðàñõîäû äîëæíû áûòü çà ñ÷åò
Ïîêóïàòåëÿ. Àêêðåäèòèâ äåéñòâèòåëåí â òå÷åíèå _________ äíåé.
Óñëîâèÿ àêêðåäèòèâà äîëæíû
ñîîòâåòñòâîâàòü óñëîâèÿì êîíòðàêòà; óñëîâèÿ, êîòîðûå íå áûëè
âêëþ÷åíû â êîíòðàêò, íå äîëæíû
áûòü âêëþ÷åíû â àêêðåäèòèâ.
In the Letter of Credit must be
mentioned transshi pment and partial shi pments and it must sti pulate
that all the expenses connected with
the opening and the extension of the
Letter of Credit and any other bank
,
charges shon be for the Buyer s account. The Letter of Credit is to be
valid for _________ days.
The terms and conditions of the
Letter of Credit should correspond
to the terms and conditions of the
Contract; the terms wich are not
inñluded in the Contract are not to be
not inserted in the Letter of Credit.
The Letter of Credit is
available against presentation of
the following documents:
(âàëþòà)
(áàíê)
Ïëàòåæ ñ àêêðåäèòèâà ïðîèçâîäèòñÿ ïðîòèâ äîêóìåíòîâ:
(currency)
(bank)
1. Ïîëíîãî êîìïëåêòà ÷èñòûõ
áîðòîâûõ êîíîñàìåíòîâ, âûïèñàííûõ íà èìÿ
__________________________
1. Full set of clean on board
Bills of Lading issued in the name
of
__________________________
íà îòãðóçêó òîâàðà â
__________________________.
for shi pment of the goods to
__________________________.
2. Ñ÷åòà â 3-õ ýêçåìïëÿðàõ.
3. ÑÏÅÖÈÔÈÊÀÖÈÈ â 3-õ ýêçåìïëÿðàõ ñ óêàçàíèåì íîìåðà êîíòðàêòà, íîìåðîâ îòãðóæåííûõ ÿùèêîâ.
2. Invoice in tri plicate.
3. Specification in tri plicate
stating Contract No., Numbers of
shi pped cases.
(ïîêóïàòåëü)
(ïîðò íàçíà÷åíèÿ)
(Buyer)
(destination port)
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4. Ñåðòèôèêàòà î êà÷åñòâå òîâàðà, âûäàííîãî Ïðîäàâöîì â 2-õ
ýêçåìïëÿðàõ, ïîäòâåðæäàþùåãî, ÷òî
êà÷åñòâî òîâàðà ñîîòâåòñòâóåò óñëîâèÿì íàñòîÿùåãî êîíòðàêòà.
5. ÐÀÑÏÈÑÊÈ êàïèòàíà â ïîëó÷åíèè äëÿ ñäà÷è ñ ãðóçîì â ïîðòó íàçíà÷åíèÿ 4-õ êîïèé êîíîñàìåíòà è 4-õ êîïèé ñïåöèôèêàöèé.
Ïðîäàâåö îáÿçàí âûøåïåðå÷èñëåííûå äîêóìåíòû ïðåäúÿâèòü â Áàíê äëÿ îïëàòû â òå÷åíèå _____________ äíåé ïîñëå
ïîãðóçêè òîâàðà.
 ñëó÷àå íàðóøåíèÿ äàííîãî
óñëîâèÿ Ïðîäàâåö íåñåò ðàñõîäû ïî
ÏÐÎËÎÍÃÀÖÈÈ àêêðåäèòèâà.
8. Ðåêëàìàöèè
ÐÅÊËÀÌÀÖÈÈ â îòíîøåíèè
êîëè÷åñòâà â ñëó÷àå âíóòðèòàðíîé
íåäîñòà÷è ìîãóò áûòü çàÿâëåíû
Ïîêóïàòåëåì Ïðîäàâöó â òå÷åíèå
_______ äíåé, à â îòíîøåíèè
Ê À × Å Ñ Ò Â À – â ò å÷åíèå
____________ äíåé ñ ìîìåíòà
ïîñòóïëåíèÿ òîâàðà â ïîðò íàçíà÷åíèÿ.
Ñîäåðæàíèå è îáîñíîâàíèå
ðåêëàìàöèè äîëæíî áûòü ïîäòâåðæäåíî ëèáî àêòîì ýêñïåðòèçû, ëèáî
àêòîì, ñîñòàâëåííûì ñ ó÷àñòèåì íåçàèíòåðåñîâàííîé êîìïåòåíòíîé
îðãàíèçàöèè.
Ïðîäàâåö îáÿçàí ðàññìîòðåòü
ïîëó÷åííóþ ðåêëàìàöèþ â òå÷åíèå
________ äíåé, ñ÷èòàÿ ñ äàòû ïîëó÷åíèÿ. Åñëè ïî èñòå÷åíèè óêàçàííîãî ñðîêà îò Ïðîäàâöà íå
ïîñëåäóåò îòâåòà, ðåêëàìàöèÿ ñ÷èòàåòñÿ ïðèçíàííîé Ïðîäàâöîì.
228
4. Quality Certificate issued by
the Seller in duplicate confirming
that the quality of the goods
corresponds to the conditions of the
present Contract.
,
5. Master s Receipt confirming the
receiving of 4 nonnegotiable copies of
Bill of Lading and 4 copies of specification [for delivery] together with the
goods.
The Seller should submit the
above said documents to the Bank
for payment within __________
days after loading of the goods.
Should the Seller fail to do this
he is to bear the expenses for prolongation of the Letter of Credit.
8. Claims
Claims in respect of the quantity in
case of shortage inside the case may be
submitted by the Buyer to the
Seller not later than _____ days and
in respect of the quality of the goods in
case of their nonconformity to that stipulated by the Contract not later than
_____ days after the arrival of the goods
at the port of destination.
Contents and ground of the claim
,
should be certified either by Expert s
Report or by a Report made up with
the partici pation of a representative
of an uninterested competent
organisation.
The Seller should consider the
received claim within ______ days
counting the date of its recei pt.
In case of no reply from the Seller
after expiration of the said date the
claim will be considered as admitted
by the Seller.
Ïîêóïàòåëü èìååò ïðàâî ïîòðåáîâàòü îò Ïðîäàâöà çàìåíèòü çàáðàêîâàííûé òîâàð òîâàðîì õîðîøåãî êà÷åñòâà.
Âñå òðàíñïîðòíûå è äðóãèå ðàñõîäû, ñâÿçàííûå ñ ïîñòàâêîé è
âîçâðàòîì äåôåêòíîãî òîâàðà, îïëà÷èâàþòñÿ Ïðîäàâöîì.
9. Àðáèòðàæ
Âñå ñïîðû è ðàçíîãëàñèÿ, êîòîðûå ìîãóò âîçíèêíóòü èç íàñòîÿùåãî êîíòðàêòà èëè â ñâÿçè ñ íèì, ïîäëåæàò ðàññìîòðåíèþ, ñ èñêëþ÷åíèåì îáðàùåíèÿ ñòîðîí â îáùèå ñóäû,
â ÌÅÆÄÓÍÀÐÎÄÍÎÌ ÊÎÌÌÅÐ×ÅÑÊÎÌ ÀÐÁÈÒÐÀÆÍÎÌ
ÑÓÄÅ ïðè Òîðãîâî-ïðîìûøëåííîé
ïàëàòå â ã. Ìîñêâå â ñîîòâåòñòâèè ñ
Ðåãëàìåíòîì ýòîãî ñóäà, ðåøåíèÿ êîòîðîãî ÿâëÿþòñÿ îêîí÷àòåëüíûìè è
îáÿçàòåëüíûìè äëÿ îáåèõ ñòîðîí.
10. Ôîðñ-ìàæîð
Ïðè íàñòóïëåíèè îáñòîÿòåëüñòâ íåâîçìîæíîñòè ïîëíîãî
èëè ÷àñòè÷íîãî èñïîëíåíèÿ ëþáîé èç ñòîðîí ÎÁßÇÀÒÅËÜÑÒÂ
ïî íàñòîÿùåìó êîíòðàêòó, à èìåííî: ïîæàðà, ñòèõèéíûõ áåäñòâèé,
âîéíû, âîåííûõ îïåðàöèé ëþáîãî
õàðàêòåðà, áëîêàäû, çàïðåùåíèé ýêñïîðòà èëè èìïîðòà, èëè äðóãèõ íå
çàâèñÿùèõ îò ñòîðîí îáñòîÿòåëüñòâ,
ñðîê èñïîëíåíèÿ îáÿçàòåëüñòâ îòîäâèãàåòñÿ ñîðàçìåðíî âðåìåíè, â
òå÷åíèå êîòîðîãî áóäóò äåéñòâîâàòü òàêèå îáñòîÿòåëüñòâà.
Åñëè òàêèå îáñòîÿòåëüñòâà áóäóò ïðîäîëæàòüñÿ áîëåå ________
ìåñÿöåâ, êàæäàÿ èç ñòîðîí áóäåò
èìåòü ïðàâî îòêàçàòüñÿ îò äàëüíåéøåãî èñïîëíåíèÿ îáÿçàòåëüñòâ
ïî êîíòðàêòó, è â ýòîì ñëó÷àå íè
îäíà èç ñòîðîí íå áóäåò èìåòü ïðàâà íà âîçìåùåíèå äðóãîé ñòîðîíîé âîçìîæíûõ óáûòêîâ.
The Buyer have the right to
return to the Seller the rejected goods
for their replacement by the goods
of proper quality.
All the transport and other
expenses connected with delivery and
return of defective goods are to be
paid by the Seller.
9. Arbitration
All disputes and differences which
may arise out of the present
Contract or in connection with the
same are to the be settled without
application to State courts by the
International Commercial Arbitration
Court at Chamber of Commerce,
Moscow in accordance with the Rules
and procedure of the above Court the
decisions of which are final and
binding upon both Parties.
10. Force-majeur
Should any circurnstances arise
which prevent complete or partial
fulfilment by any of the Parties of
their respective obligations under the
present Contract, namely: fire, acts of
God, war, military operations of any
kind, blockade, prohibition of export
or import or any other circumstances beyond the control of Parties,
the time si pulated for the fulfilment
of such obligations shall be extended
for the period equal to that during
which such circumstances will remain in force.
Should the above circumstances
continue to be in force for more
than_______ months, each Party shall
have the right to refuse any further
fulfilment of the obligations under the
Contract and in such case neither of
the Parties shall have the right to make
a demand upon the other Party for the
compensation of any possible damages.
229
Ñòîðîíà, äëÿ êîòîðîé ñîçäàëàñü
íåâîçìîæíîñòü èñïîëíåíèÿ îáÿçàòåëüñòâ ïî êîíòðàêòó, äîëæíà î íàñòóïëåíèè è ïðåêðàùåíèè
îácòîÿòåëüñòâ, ïðåïÿòñòâóþùèõ èñïîëíåíèþ îáÿçàòåëüñòâ, íåìåäëåííî
èçâåùàòü äðóãóþ ñòîðîíó.
Íàäëåæàùèì äîêàçàòåëüñòâîì
íàëè÷èÿ óêàçàííûõ âûøå îácòîÿòåëüñòâ è èõ ïðîäîëæèòåëüíîñòè áóäóò ñëóæèòü ñïðàâêè, âûäàâàåìûå ñîîòâåòñòâåííî ÒÎÐÃÎÂÎÉ ÏÀËÀÒÎÉ ñòðàíû Ïðîäàâöà
èëè Ïîêóïàòåëÿ.
11. Äðóãèå óñëîâèÿ
Âñå ñáîðû (âêëþ÷àÿ ïîðòîâûå
è äîêîâûå), ÍÀËÎÃÈ è òàìîæåííûå ðàñõîäû íà òåððèòîðèè ñòðàíû Ïðîäàâöà, ñâÿçàííûå ñ âûïîëíåíèåì íàñòîÿùåãî êîíòðàêòà, îïëà÷èâàþòñÿ Ïðîäàâöîì è çà åãî ñ÷åò.
Ïîëó÷åíèå ýêñïîðòíûõ ëèöåíçèé, åñëè òàêîâûå ïîòðåáóþòñÿ, ëåæèò íà îáÿçàííîñòè Ïðîäàâöà.
Ïåðåãîâîðû è ïåðåïèñêà ïî
íåìó òåðÿþò ñèëó.
Íè îäíà èç ñòîðîí íå âïðàâå
ïåðåäàòü ñâîè ïðàâà è îáÿçàòåëüñòâà ïî êîíòðàêòó áåç ïèñüìåííîãî íà òî ñîãëàñèÿ äðóãîé ñòîðîíû.
Âñÿêèå èçìåíåíèÿ è äîïîëíåíèÿ ê íàñòîÿùåìó êîíòðàêòó áóäóò
äåéñòâèòåëüíû ëèøü ïðè óñëîâèè,
÷òî îíè ñîâåðøåíû â ïèñüìåííîé
ôîðìå è ïîäïèñàíû íàäëåæàùå
óïîëíîìî÷åííûìè íà òî ëèöàìè
îáåèõ ñòîðîí.
Íàñòîÿùèé êîíòðàêò ñîñòàâëåí
â äâóõ ýêçåìïëÿðàõ, ïðè÷åì îáà ýêçåìïëÿðà èìåþò îäèíàêîâóþ þðèäè÷åñêóþ ñèëó.
12. Þðèäè÷åñêèå àäðåñà
ñòîðîí
230
The Party for whom it becomes
impossible to meet their obligations
under the present Contract, must
immediately inform the other Party
regarding the beginning and the cessation of the circumstances preventing
the fulfilment of their obligations.
The certificates issued by the respective Chamber
of Commerce of
,
,
the Seller s or of the Buyer s
country shall beasufficient proof of
such circumstances and their
durability.
11. Other Conditions
All dues (including port and dock
ones), taxes and customs duties
lev,
ied in the territory of the Sellers country connected with execution of the
present Contract are to be paid by
the Seller and for their account.
The Seller is bound to obtain
Export Licences if such are required.
Negotiations and correspodence
connected with same are null and
voic.
None of the Parties has the righ:
to assign their rights and obligations
under the present Contract without
writen consent of the other Party.
Any amendments and supplements to the present Contract are
valid only if made in writing and
signed by duly authorized representatives of both Parties.
The present Contract is made up
in two copies both having the same
legal force.
12. Legal Addresses of the
Parties
231
CONTENTS
Part I.
Chapter 1.
Chapter 2.
Chapter 3.
Chapter 4.
Chapter 5.
Part II.
Chapter
Chapter
Chapter
Chapter
Chapter
Chapter
Chapter
6.
7.
8.
9.
10.
11.
12.
Part III.
Chapter
Chapter
Chapter
Chapter
14.
15.
16.
17.
BASICS OF DIPLOMATIC AND CONSULAR SERVICE
Di plomacy and di plomatic service of the states.
Profession of the di plomat . . . . . . . . . . . . . . . . . . . . . . .
State bodies of external relations.
Department for foreign affairs . . . . . . . . . . . . . . . . . . . .
Di plomatic representation:
functions, structure, the personnel . . . . . . . . . . . . . . . . . . .
Basic work forms and methods
of di plomatic representations . . . . . . . . . . . . . . . . . . . . .
Kinds of consuls and consular establishments . . . . . . . . . .
ETHICS OF BUSINESS RELATIONS
Princi ples of business etiquette . . . . . . . . . . . . . . . .
Clothes and manners of a businessman . . . . . . . . . . .
Clothes and external shape of a business woman . . . .
Ethics of business relations between men and women
Etiquette of the written business communication . . .
Souvenirs and gifts in business society . . . . . . . . . . .
Ethics of various kinds of speech influence
in business relations. Types of speech influence . . . . .
Chapter 13. Etiquette of the head . . . . . . . . . . . . . . . . . . . . . . .
PSYCHOLOGY OF BUSINESS DIALOGUE
Psychology of setting business relations . . . . . .
Communication problems . . . . . . . . . . . . . . . .
Technique of statement questions . . . . . . . . . .
Nonverbal communication in the course
of business conversations and negotiations . . . .
Chapter 18. Technique of conducting business conversation
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Part IV.
PRACTICAL ASPECTS OF CONDUCTING.
INTERNATIONAL BUSINESS NEGOTIATIONS
Chapter 19. International negotiations as a means of di plomacy . . . . . . . 350
Chapter 20. Practice of carrying out international negotiations . . . . . . . 355
Chapter 21. General civil and di plomatic etiquette . . . . . . . . . . . . . . . . 383
APPENDIXES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
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Part I.
BASICS OF DIPLOMATIC
AND CONSULAR SERVICE
Chapter 1. DIPLOMACY AND DIPLOMATIC SERVICE
OF THE STATES.
PROFESSION OF THE DIPLOMAT
Definition of the notion «diplomatics»
The word «diplomatics» occurs from Greek diploma –
meaning the dual plates with the letters put down on them which were given
out to ambassadors as the credentials confirming their special power in
ancient Greece.
As the designation of the state activity in the field of external relations
the notion «diplomatics» has become current at the turn of XVI–XVII of
centuries when constant di plomatic representatives have appeared at the
monarchs’ court yard. At the same time in the system of the state bodies
started to appear special institutions whose main purpose was correspondence and maintenance of contacts between sovereigns, reception of foreign
ambassadors and delegations, conducting negotiatins.
The term «diplomatics» is more often used in the following meanings:
– state activity in the field of external relations;
– set of establishments and people engaged in the state activity in the
field of external relations;
– profession of the di plomat.
For example, Belgian international lawyer A. Rivje points out three
meanings of the word «diplomatics»: «... «diplomatics» is in technical and
special meaning science and art of representation of the states and negotiating...» The same word is used in more or less wide sense to express
the complex notion covering either a set of representing bodies of the
given state, including the Ministry for Foreign Affairs, or a set of its
political agents. Finally, «di plomatics» still means career or profession
of the di plomat. English di plomat and publicist G. Nikolson gives the
following 4 meanings of this term: «...In aspoken language the word «di plo233
matics» is used for nomination of some completely various things. Sometimes it is used as a synonym of foreign policy... In other cases it means
negotiations. It is also used to express foreign part of the international
department... Finally, this word means special ability expressed in the
dexterity (in a good sense) at conducting international negotiations, and
in abad sense – in cunning in similar affairs». Quite often di plomatics is
defined in two meanings: in the wide sense – as a science about external
relations and in the narrow sense – as an art of conducting official
negotiations.
The most developed definition of di plomatic is given in the «Di plomatic dictionary»: «Diplomatics is a means of realization of foreign policy of the
state, representing a set of non-military practical actions, receptions and the
methods used taking into account certain conditions and character of the
problems, official activity of the heads of the states and the governments,
Ministers for Foreign Affairs, di plomatic missions abroad, delegations at the
international conferences on realization of the purposes and tasks of foreign
policy of the state, protection of the rights and interests of the state, its
establishments and citizens abroad...».
Among the basic forms of di plomatic activity of the states it is possible
to name the following:
– Daily representation of the state abroad, carried out by its embassies
and missions, whose main functions are, first of all, maintenance of
relationshi ps of the state with the foreign states;
– Partici pation of representatives of the state in the activity of the
various international organizations and establishments (for example,
the United Nations Organization, etc.);
– Di plomatic congresses, conferences, meetings, i.e.intermittent multilateral and bilateral meetings of the authorized states, beginning
with the heads of the states, heads of the governments or Ministers
for Foreign Affairs and ending with special representatives from
among employees of various ranks;
– Di plomatic correspondence by means of statements, letters, notes,
memorandums;
– Preparation and the conclusion of bilateral and multilateral international contracts and agreements regulating various questions of interstate relationshi ps;
– Giving coverage to the governmental positions on these or those
questions of foreign policy, release of the official information on the
major international events, official publication of the international
acts and documents.
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Thus, diplomatics, being the major means of foreign policy of the states,
represents a special kind of political art, the major tool of the international
cooperation and settlement of disagreements between the states.
Profession of the diplomat
Profession of the di plomat is one of the most ancient. There examples in history how in ancient times with the help of
specially authorized people questions of war and peace were solved, special
ritual was observed at reception of overseas visitors.
Today the diplomat is an official, an employeé of the Ministry for
Foreign Affairs who is carrying out political contacts with representatives of
the foreign states or in the country (the central device of the Ministry of
Foreign Affairs), or in diplomatic representatives (embassies, missions, consulates) abroad.
Where do di plomats recruit from? What qualities should representatives of this profession possess? What people are being sent as di plomatic
representatives of the state? There is a plenty of different and rather contradictory statements on these questions in the literature on the international
affairs.
Each epoch in the development of the human society put forward
its own requirements to di plomats, in anew fashion defined the essence
of this profession. The international affairs eventually became complicated, some states disappeared from political and geographical maps while
and others appeared. Prompt social and intellectual development of the
mankind in XX century influenced on di plomatic service of the states.
The requirements to di plomatics changed accordingly.It was recognized
by many foreign researchers. The American Chester Boles wrote in
1962: «...Changed requirements to di plomatics have clearly changed
the qualities required from our ambassadors. Though personal charm,
attractive spouse, political prospects and analytical abilities are still rather useful, they are insufficient now. In the difficult world of today the
ambassador should also be a manager, capable to run a broad range of
activities, a creative head possessing initiative, inspiring the subordinates,
respected authority and penetrating in details, adi plomat who has asense
of occasion, can convince and knows how to combine hardness with
restraint».
Today the future di plomat should have the good general education
implying profound knowledge in the field of history, including history
of the international affairs and di plomatics, philosophy, economic theo235
ry, geography, regional geography, jurisprudence (international law, di plomatic and consular law), he/she needs knowledge in religions, etiquette.
The obligatory condition is to have a command of several foreign languages that is not the target in itself but the means of effective application of the professional skills.
The modern di plomat should show the knowledge in the following: partici pation in drawing up the political report, the political letter,
reports in the field of information, scientific, cultural, consular and
human resources activity; drawing up projects of coded telegrams, post
information, characteristic on the foreign figure; registration of a diary
and record of conversation; conducting di plomatic or other correspondence with translation into foreign language, other kinds of translations; preparation of the review of foreign press, summary of books
and other editions on interested questions; scheduling of work on the
current and future questions; partici pation in informative and explanatory work, including statements on the radio, TV and on the pages of
the periodicals and newspapers, delivering lectures in front of the foreign audience; carrying out briefings and interviews, organization of
press conferences or «round table» discussions, distribution of the political literature and preparation of press releases; work with the incoming delegations, i.e. preparation different materials for them, partici pation in negotiations and consultations, language translations; maintenance of contacts with the department for foreign affairs and authorities
of the host state, skill to establish business ties with foreign partners,
maintenance and fastening of such relationshi ps, including transfer of
confidential and other information to supervising, public and other
circles of a host country; supervision over legislative acts of the local
authorities, supervision of performance of bilateral contracts and agreements, control over employees of the mission to observe local legislation and customs, including norms of etiquette, procedures of raising
the flags, etc.
Besides political questions there is a broad range of the administrative and technical questions connected with them which cannot be
named minor, for example: organization of di plomatic receptions, meeting and farewell of di plomatic couriers and their cargo; processing of
the information received by facsimile, telex or teletype connection;
correspondence with foreign representatives, private persons and formal
correspondence with the center; implementation of the new office and
electronic equi pment in compliance with the princi ples of the scientific organization of work; carrying out activities increasing profession236
al level, including meetings, conducting of thematic files, perfection of
language knowledge, service certification, etc.; decision of financial, economic, household and other daily administrative questions.
Besides aprofessional di plomat should have skills of consular work:
processing of visas and passports, registration of the fellow citizens temporarily living in a host country, work with a colony of the fellow citizens
constantly living abroad, actions on acceptance citizenshi p and the opposite, assistance to crews and passengers of sea and air vessels, registration of crew list in harbours (the official report of the captain); analysis
of force majeure circumstances, carrying out investigations, partici pation
in judicial and other disputes, performance of assignments of investigatory or judicial bodies, protection of interests of fellow citizens, contacts
with the police, customs, harbour, air and other authorities of the host
country; performance of functions on sanitary and veterinary protection; civil registration, various notarial actions, management of inheritance business, organization of consular fees, etc.
Certainly, representatives of the profession should be apt to di plomatic work whose attractive advantages are accompanied by numerous
restrictions and unusual conditions during stay abroad. As a rule, the
character of the di plomat is being moulded during study, and also at
the lowest steps of professional career. Performing daily assignments
the young expert gets necessary professional skills.
So, besides versatile theoretical knowledge di plomatic work demands
wide experience, special skills, professional qualification, acquired as a
result of the long practice. Therefore in order to create reliable and
qualified di plomats in each state there are special rules and statements
regulating selection of workers for bodies of external relations and their
promotion from the lowest positions to the top of the career ladder.
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Chapter 2. STATE BODIES OF EXTERNAL RELATIONS.
DEPARTMENT FOR FOREIGN AFFAIRS
Notion and types of state bodies of external relations
Di plomatic activity is carried out through the system of state bodies of external relations. In each state this system is defined
by the specific character of the political, social and economic development,
the certain historical and national features. However with all available
differences in the majority of the states there are two groups of bodies of
external relations: central (interstate) and foreign.
Central (interstate) bodies of external relations according to the character of functions and legal background are subdivided as follows:
– Constitutional, or bodies of the general political management, whose
powers are established and determined by the constitutions of the
states. These bodies carry out general-political functions;
– Conventional, or bodies of special (economic, branch, departmental)
interstate affairs. Powers of these bodies in the field of external relations are based on special international agreements concluded by the
state with other states, conventions or are regulated by the traditions
and customs which have been established in the international communication.
Central constitutional political bodies and officials of external relations
include:
– Parliament;
– The head of the state;
– The government;
– Minister for Foreign Affairs and the Ministry for Foreign Affairs.
Central conventional bodies, or bodies of special (economic, branch, departmental) state relationships with other countries, carry out not political, but
special functions.Bodies of technical and cultural relationships with different
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countries belong to this group. They do not work on the basis of constitution, but
on the basis of intergovernmental agreements, conventions. These bodies are
established at the ministries and departments which are connected with the
international relationships (for example, ministry of culture, ministry of science
and education, ministry of agriculture, etc.). Departments of such character have,
as a rule, international departments (or special positions) where work people
knowing foreign languages and supporting contacts with similar departments in
other countries.
Foreign bodies of external relations are divided into two categories: permanent and temporary.
Constant bodies are bodies which day by day conduct work abroad,
representing interests of the state, carry out direct communication with
the heads of the states and their government in a host country. They
include permanent di plomatic representatives – embassies and missions
at the heads of the states and the government, run, accordingly, by the
ambassadors and envoys; consulates; trade missions being either a part
of di plomatic representatives, or the independent bodies which are carrying out special functions; permanent missions at the international
organizations (for example, at the United Nations, etc.).
Temporary bodies are various delegations, separate representatives
sent abroad, and also so-called observers at the international conferences, congresses, in the international commissions and, at last, these
are separate representatives at the state anniversaries, crownings and
other actions.
Ministry for Foreign Affairs
By definition, Ministry for Foreign Affairs is the centralized body of the government, that is directly carrying out di plomatic
activity of the given state, organizing and coordinating external relations of
the state day by day.
The most widespread name of this establishment is the ministry or
department for foreign affairs. This notion for the first time has been used in
France in 1589. The names of this department can be various, for example, in
the USA – the State department, in England – the Ministry for Foreign
Affairs and commonwealth etc.
The Ministry for Foreign Affairs conducts activity on realization of
foreign policy of the state. It prepares the information for the government on
questions of foreign policy, develops specific proposals and realizes the decisions made in this area.
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The Ministry for Foreign Affairs daily supervises over di plomatic representatives abroad, both permanent and temporary, prepares visits of delegations at the highest and governmental levels. This ministry is set a task to
pursue the policy of the government and the state in relationshi p with
ambassadors, representatives of the foreign states who are accredited in the
given country or arrive to the country on this or that occasion. The Ministry
of Foreign Affairs carries out constant contact with mass media, supervises
over the edition of official documents on questions of foreign policy.
According to the listed above general tasks it is possible to formulate
functions of the Ministry for Foreign Affairs more precisely:
– The analysis and generalization of the received information on the
situation in the separate countries and in the world in the whole;
– Elaboration of proposals and decisions of the government concerning the official position of the state on these or those questions, and
also on possible foreign policy actions;
– Preparation of projects, contracts and agreements;
– Management of diplomatic representatives and consulates of the state
abroad, representatives and delegations in the international organizations;
– Maintenance of contacts and negotiating with foreign di plomatic
representatives and consulates, delegations.
The organization and the structure of the Ministry for Foreign Affairs in
each country are formed according to the purposes and tasks of the foreign
policy, to the volume of activity of this department, to the role of the given
country in the international relationshi ps.As arule, the ministry consists of
the three groups of departments:
– Territorial (of the certain geographical area or groups of the countries);
– Functional (run general and various groups of certain questions of
the international relationshi p);
– Administrative (have basically auxiliary character; serve bodies of the
ministry and foreign representatives).
In Russia on March, 14, 1995 the Decree of the President ¹ 271 has
authorized Regulations about the Ministry for Foreign Affairs of the
Russian Federation. According to this document the Ministry of Foreign
Affairs is «...the federal body of the executive branch carrying out the
management in the field of relationshi p of the Russian Federation
with the foreign states and international organizations...».
The Ministry of Foreign Affairs of the Russian Federation, working
under the President of the country, consists of:
– The central body (inside the state);
– Diplomatic representatives, consular establishments abroad.
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Chapter 3. DIPLOMATIC REPRESENTATION:
FUNCTIONS, STRUCTURE,
THE PERSONNEL
Recognition of the state
and establishment of diplomatic relationship
Di plomatic relations are understood as the official
relationshi ps voluntary established between the two states in all fields of
activity (political, economic, cultural) and giving the right to exchange diplomatic representatives and representations.
The first step to establish di plomatic relationshi p is to recognize this
or that state and its government on the part of another state. According to
the international law there are two forms of recognition a new state: De facto
recognition and de jure recognition.
De facto recognition has incomplete character. Being unable to deny the fact
of existence of the state, the government of another country does not establish
diplomatic relations with it, but at the same time comes in business contacts,
develops trade connections.Sometimes such form of relationship is used during
rather long period of time, but in some cases has short-term character. Probably,
therefore sometimes such form is called «ad hoc», literally meaning «to this»,
«for the given case». In the modern international practice de facto recognition is
applied rather seldom.
De jure recognition or complete di plomatic recognition is more spread.
It implies an establishment of documentary registered official di plomatic
relationship, mutual arrangement of diplomatic representatives, development
of mutually profitable trade, economic, cultural and other connections.
There is no specially determined united order to establish di plomatic
relationshi p between the states.However di plomatic practice shows that the
countries prefer to fasten agreement on di plomatic recognition and establishment of di plomatic representatives in writing by:
241
– the exchange of personal notes;
– registration of the special agreement;
– publication of the corresponding communique by both parties;
– the exchange of letters or telegrams on this question at a high level.
There are cases when the states stop break off di plomatic relationshi p.
These relationship stop, for example, due to war, the armed aggression against
the sovereign state, military putsch or when one of the partners changes its
state status (for example, merge with another state, entry to federation or
confederation) at which conducting foreign policy is transferred to the general supreme body.The breach of di plomatic relationshi p is accompanied
by the full termination of contacts between the states, the recall of diplomatic
representatives and closing of di plomatic representatives.
Restoration of di plomatic relations happens the same as their establishment, i.e. by negotiations and exchange of corresponding documents. After
registration the act of the establishment of di plomatic relationshi p there is
usually the exchange of di plomatic representatives which, as arule, are established in capital cities of the corresponding states. In modern practice of
interstate relationshi p there are two basic classes of constant di plomatic
representatives – embassies and missions.
Embassy (or mission) represents the official body situated at the territory of the foreign state and working in full compliance with directions of its
government. Meanwhile, carrying out protection of state interests, its legal and
physical persons, embassy (or mission) should not break the order and the
rules established by the authorities of a host country concerning official
foreign representations. The embassy (or mission) has an official stamp,
headed paper for official correspondence, uses the right to lift above the
building of embassy (or mission) the national flag of the country. It has
currency means, can open current accounts in banks, owns movable both real
estate and other values necessary for realization of official functions conventional in international law by representation.
The order of electing and taking office
of the head of the diplomatic representatives
Di plomatic representatives in the form they exist
now, developed not at once, they have passed a long way of formation and
development. Originally ambassadors carried out single mission, a certain
errand, and in this respect their status can be compared with the institute
of modern ambassadors-at-large. To tell the truth, opposite to the latest,
such embassy included not one ambassador, but two or three. The term of
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ambassadors’ mission was short and, for example, in Middle Ages was
estimated in several months. Later on in XVth century it was prolonged
up to two years.
Development of the institute of constant di plomatic representatives persistently demanded establishment of the standard rules, norms which would
determine the status and regulate the activity of di plomats.Their absence led
to the collision and conflicts between di plomats since each di plomat representing the sovereign, claimed for exclusiveness, special attitude to him at the
court yard of the state where he was accredited. Arising disputes and conflicts
were frequently solved with the help of duels and fights. The question to
regulate the activity of di plomatic representatives was solved on the Viennese
congress of 1814-1815. The Viennese Rules accepted by representatives of
Russia, Austria, England, Spain, Portugal, Prussia, France and was included in
the international di plomatic practice.
New states appeared on the world political map in the XXth century,
forms and methods of di plomatic activity changed.All these demanded such
international agreement which would define and coordinate all parties of
di plomatic relationshi p between the states. Viennese convention on the
di plomatic relationshi p of 1961 became such adocument.The Soviet Union
was also its partici pant.
The Viennese convention determined the functions of di plomatic representatives, the order of their accreditation, the list of diplomatic immunities
and privileges given to them. According to the Viennese convention (article
Ç) functions of di plomatic representatives are the following:
a) Representation of the accrediting state in the host country;
b) Protection of interests of the accrediting state and its citizens in the
limits admitted by the international law in the host country;
c) Negotiating with the government of the host country;
d) Finding-out conditions and events in the host country by all lawful
means and presenting information on them to the government of
accrediting state;
å) Encouragement of friendshi p between accrediting state and host
country and development of their mutual relationshi p in the field
of economy, culture and science.
Practice of di plomatic relations has developed the certain order of electing the heads of di plomatic representatives which has been fixed by the
Viennese convention. According to provisions of this document ambassadors
and envoys as heads of representations will be accredited at the heads of the
host states, and Charges d’Affaires (permanent) in the same quality are
accredited at Ministers for Foreign Affairs.
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Before electing the head of representation accrediting state requests the
host state an agreement to a nominee planned for this position. Meanwhile
brief personal dataof the new head of the di plomatic representation (name,
date of birth, education, marital status, the general data on career) are presented. The request for the agreement at the change of the heads of representations is usually done in conversation with the Minister for Foreign Affairs
of a host country or with the person, representing him/her, with the leaving
head of representation or with the Charge d’Affaires in the affairs of this
representation. The response to the request of the agreement is usually given
within a month. The delay in responding can be considered as refusal in
agreement. In case the agreement is rejected the state of accreditation is not
obliged to explain its reasons though there were cases of explaining the
motives of the refusal in di plomatic practice.
If the head of representation is being accredited for the first time, i.e.
after the achieved agreement on the establishment of di plomatic relationship, the request for the agreement can be done in the third country through
the representative of the country of accreditation.
The positive response to the request of the agreement testifies that the
person appointed to the position of the head of representation, is for the host
country a «persona grata» (a desirable person). In case the agreement is rejected
the applicant for this position is considered a «persona non grata» (an undesirable person).After receiving the agreement the head of di plomatic representation takes office in compliance with the state act of the accrediting state.
This is reported in the mass media.
The head of the di plomatic representation (ambassador or envoy) receives credentials, signed by the head of the accrediting state at departure to
the place of destination. The name «credentials» in Russian meaning comes
from the word «to trust». This document has the same meaning or close to it
in other languages.
At the moment of arrival to the place of destination the head of the
di plomatic representation usually meets the person heading the Protocol
Department of foreign policy department who explains the procedure of
presenting credentials, as it is not the same everywhere and depends on
national customs. For example, in England on the day of presenting credentials special smart carriage is sent for the ambassador. Dress coat is smart
clothes of the ambassador in the English protocol. In other countries special
car is sent for the head of the di plomatic representation. Sometimes performance of national hymns and a guard of honour take place. After procedure of presenting credentials the ambassador is considered «taken office».
He, as a rule, informs about it the colleagues by the personal note.
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The head of di plomatic representation terminates the functions in the
following cases: if he is relieved from the position or receives another
position; if the government of the country in which the ambassador is
accredited, demands his recall, considering him a «persona non grata»; in case
of ambassador’s; at interruption or breach of di plomatic relationshi p, especially during the war; at the termination of existence of the state as the
subject of international law, etc.
In case of the recall of the ambassador (envoy) the head of the state,
appointed him, directs to the head of the state which accredited him, a letter of
recall. This document is either handed over by the ambassador (envoy) at
the farewell visit to the head of the state before departure, or by the new
ambassador (envoy) at presenting his credentials.
Before departure from the country the ambassador (envoy) pays farewell
visits to the head of the state and the government, to the Minister for Foreign
Affairs, his assistants, executives of the Ministry for Foreign Affairs with whom
he had constant contacts, to the ministers, supervising officials of parliament
and other officials. The ambassador (envoy) also pays farewell visits to the
colleagues – to separate ambassadors and the dean (head) of the Corps
di plomatique.Minister for Foreign Affairs or his assistant gives breakfast or
lunch in honour of the leaving ambassador.The head of the Corps di plomatique also gives farewell reception on behalf of all ambassadors (envoys).
The personnel and the structure
of diplomatic representation
The personnel of di plomatic representation consist of
the head of diplomatic representation, diplomatic, administrative and technical and operating personnel.
Di plomatic representative having the class of the ambassador (nuncio –
the representative of Vatican) heads the embassy, di plomatic representative
having the class of the envoy (internuncio – the representative of Vatican)
heads the mission. The Charge d’Affaires can head the embassy or the mission
at the absence of the accredited di plomatic representative (because of the
departure abroad, on business trip, because of the illness and in other cases till
the moment of presenting letters of recall to the head of the state of stay). The
same rule exists and in the case of the beginning of the activity of the again
open embassy (or mission) in the given state before the arrival of the di plomatic representative – the ambassador (or the envoy).
Members of the diplomatic personnel are people who have diplomatic ranks.
These are people appointed as advisers – envoys, advisers, secretaries and attache.
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Members of administrative and technical personnel are people who are
carrying out administrative and technical service in the representation: usually they are reviewers managing office, secretaries, typists and others.
Members of the operating personnel are drivers, cooks, cleaners, gardeners, yard
keepers, etc., that is people who carry out service duties in the representation.
Except for the listed categories the head of di plomatic representation
has the right to keep so-called «private home personnel». These can be
personal secretary, doctor, driver, housekeeper and others.
Members of the personnel do not need to receive the agreement and to
present credentials. Their appointment unlike the appointment of the head of
diplomatic representation, is done easier.It is accepted to notify the Ministry for
Foreign Affairs of a host country on arrival of members of the diplomatic
personnel with the verbal note. But before it entry visas are requested for them,
and the accepting party has an opportunity to express the attitude to this or that
person by issuing such visa or refusal in it.
The structure of di plomatic representation is defined by staff opportunities of the accrediting country and depends on the degree of development of
relationshi p between it and the state of stay. However it is possible to list
questions which all embassies deal with irrespective of the fact which state
they represent. Such questions can be political, economic, consular, ceremonial, related to cultural connections, mass medial. They are included into the
competence of di plomatic personnel of embassies.
Corps diplomatique. Diplomatic ranks
The notion «Corps di plomatique» is used in two
meanings:
– Corps diplomatique in the narrow sense is aset of heads of di plomatic representatives independent from each other, common for whom
are the host country and the character of their activity;
– Corps diplomatique in the broad sense includes all staff of embassies and missions whom the host country recognizes as the di plomatic personnel, and also members of their families (wives, under-age children and unmarried daughters). Besides this category
includes sales representatives (advisers) and their assistants, military attaches and their assistants, special advisers and the attache
(on economic questions, culture, agriculture, etc.), and also members of their families.
Corps di plomatique does not have the status of any political organization or any body based on the norms of the international law. It is
246
recognized, that Corps di plomatique does not possess any legal rights,
cannot represent in itself any political force.
Corps di plomatique in the state of stay allows to solve more actively
some legal and ceremonial questions concerning all di plomatic representatives, accredited in the given country, contributes to their provision
with current information on these or those aspects of the political rate of
this country, allows to carry out constant contacts with the official circles
and between the representatives.
Corps di plomatique is headed by the dean (foreman). Head of the
di plomatic representation who took the office earlier than his colleagues
can become the dean. The time of taking office is determined by the
moment of presenting by the head of di plomatic representatives his credentials. Only representative of the supreme class – ambassador (papal
nuncio) can become the dean. In some countries, usually Catholic ones,
according to the established custom, papal nuncio becomes the dean irrespective of time of his accreditation. The dean – is an honourable position,
but he does not have any rights in relation to other members of the corps
di plomatique headed by him.The instructions proceeding personally from
him are not obligatory, and each di plomatic representative has the right
to consider them according to his own opinion or instructions available
from the government. The dean carries out some legal and organizational
functions.For the sake of the common position in the di plomatic representation he organizes advisory meetings with the heads of di plomatic
representatives from time to time. These meetings have informal character and are held during breakfast or lunch. The dean on behalf of the
di plomatic representation arranges receptions on the occasion of departure or arrival of one of its members. All these actions are carried out at
the expense of the payments of di plomatic representations. Besides collected means are spent for some other purposes, for example on purchase
of gifts for the leaving di plomat – the head of representation or the
wreaths assigned on behalf of the di plomatic representation, etc.The treasurer, elected from the heads of representations, is responsible for collecting the payments. He renders account on questions of the spent means to
the di plomatic representation from time to time.
On behalf of the di plomatic representation the dean frequently acts on
solemn ceremonies in the host country, congratulates or expresses condolences to officials. In case of need the dean has the right to take steps in
protection the interests of the di plomatic representation or its members if,
for example, he sees in the actions of the local report infringement of their
privileges or infringement of norms and rules of the di plomatic ýetiquette.
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Diplomatic ranks are special official ranks, conferred to the di plomatic
personnel of the department for foreign affairs and di plomatic representatives abroad.
Conferment of the personal di plomatic rank is called to motivate
professional growth of the di plomatic worker, to develop his professional
qualities. Presence of this or that personal rank characterizes his experience as adi plomat, his abilities and the level of the acquired knowledge.
Besides people having di plomatic ranks and working in the system of the
Ministry for Foreign Affairs, receive monetary extra charges to the established official salaries according to the rank. As an exception the di plomatic rank can be conferred to the people who are not working directly in
the central body or in the foreign establishments of the Ministry for
Foreign Affairs, but having significant merits in the field of foreign policy
and di plomacy.
The current schedule of permanent positions di plomatic ranks in Russia and has been inherited from the Ministry for Foreign Affairs of the
USSR and has not been undergone any essential changes. It was formed
during the formation of Soviet di plomacy.
Diplomatic privileges and immunities
Di plomatic privileges and immunities represent those
special rights and advantages which are given to foreign di plomats and
di plomatic representatives in the states of stay for effective performance
of the powers assigned to them. Immunity (from the Latin immunitus –
release, relief from something) is a withdrawal from administrative, criminal and civil jurisdiction of the state of stay. Privileges are the benefits,
advantages which are not give to ordinary foreigners. The state, giving
foreign di plomats special rights and releasing them from its jurisdiction,
considers them «absolutely free» in performance of the charged mission.
This princi ple is a derivative of sovereign character of the states and
their equality as subjects of the international law.
Privileges and immunities developed during all historical period of development of di plomatic institutes taking into account traditions and customs
existing in various countries. It is known, that sacred laws of Ancient India
(«Dharma Shastra of Manu») forbade raising one’s hand against the ambassador on pain of death as «...ambassadors, by virtue of the mission which the
world and war depend on, were under divine protection that is why the one
raising his hand against the ambassador goes to destruction and elimination ».
In Ancient Greece and Ancient Rome the ambassador was considered sacred
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and inviolable. The breach of the ambassadorial immunity was perceived as the
roughest infringement so-called «...rights of peoples...» as the international law
was called in those days in Rome. «...If someone damages the ambassador of
the hostile country (!), it should be considered as infringement of the right of
peoples, all ambassadors are considered as sacred people...», – so ambassadorial
immunity was treated by the Roman jurists.
Nowadays privileges and immunities which di plomatic representatives,
their heads and employees use are regulated both by bilateral agreements,
and multilateral conventions. They are presented in detail in the Viennese
convention on the di plomatic relations of 1961 which has been signed by
more than 140 states. In some of them the Viennese convention was included in national legislations, and many countries have passed special laws.
Di plomatic personnel possesses di plomatic immunities and privileges:
heads of di plomatic representatives (ambassadors, Charges d’Affaires, temporary Charges d’Affaires), envoys, advisers, first, second and third secretaries,
attache, secretaries – archivists, and also sales representatives, their assistants,
trade advisers (attache), attache on questions of defense and their assistants,
special attaches (on questions of science, culture, agriculture, press attache).
They are distributed as well to family members of di plomatic workers
living with them.
Service of the state report of the Ministry of Foreign Affairs gives
out di plomatic cards to di plomats and members of their families to
confirm their belonging to the di plomatic personnel.In this document
there is a record that its owner uses all privileges and immunities. The
basis for issuing a di plomatic card is di plomatic passport where the
di plomatic rank of the di plomatic representation employee is specified.
The Viennese convention establishes two categories of privileges and
immunities: concerning diplomatic representatives and personal, i.e. belonging
to heads and personnel of representation.
The first category of immunities includes inviolability of premises of
representation. Authorities of the state of stay can enter them only with
the consent of the head of representation. The premises of representation are understood as buildings or a part of the buildings, used for the
purposes of representation, including the residence of its head and the
adjoining ground area. The state of stay bears special duty to take appropriate measures to protect premises of representation from any intrusion,
damage and for prevention of infringement of calmness of workers of
embassy. Items of furniture and other property in premises, and also
means of transportation are under the immunity from the search, requisition, arrest and executive actions. Official mail of the representation is
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also considered inviolable, and di plomatic mail is subject neither to
opening, nor detention.
The Viennese convention confirms the international practice to exempt
di plomatic representatives from all state, regional and munici pal taxation,
except for the payment for the certain kinds of service (electric power, gas,
water, phone, etc.) – so-called fiscal immunity.
Besides the Convention of 1961 gives a few privileges to representations.
Customs privileges allow the state of stay to import tax free the subjects
intended for official use in representation. One more privilege is the right to
use the flag and the emblem of the accr4editing state on premises of representation, including the residence of the head of representation, and also on
means of transportation.
The second category refers to personal immunities and privileges. The
first among immunities is personal inviolability of di plomatic representatives.The head of representation and members of the di plomatic personnel are not subject to arrest or detention in any form, and the state of stay
is obliged to treat them with due respect and to take all appropriate
measures for prevention any encroachments on their personality, freedom or dignity.
Private residence of the di plomat has the same inviolability and protection, as well as premises of representation. This applies to papers, correspondence, property and means of transportation.
Di plomats use immunity from criminal jurisdiction of the state of stay.If
investigatory and judicial bodies of this country receive requirements to
execute investigation and court act concerning di plomats then such affairs
should be recognized incompetent. Immunity from criminal jurisdiction is
provided to the di plomat for realization of functions of di plomatic representatives. Therefore only the government of the country appointing him can
refuse him.
Di plomats also use immunity from the civil jurisdiction, except for the
cases concerning:
1) Property suits on private real estate which is situated on the territory
of the state of stay;
2) Claims concerning any activity which is carried out through the
private person;
3) Claims concerning any activity which is carried out by the di plomat
in the state of stay outside the official functions.
Di plomats are not obliged to give evidence as witnesses, but can do it if
they want it. They also use immunity from administrative jurisdiction, they
cannot be fined or subjected to any other official penalty.
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In case of automobile incident through di plomat’s fault of the di plomat as a result of which the significant material damage is caused, it is
impossible to bring a suit against the di plomat to collect losses in the
court. According to di plomatic privileges di plomatic employees are exempted from all taxes, gatherings and duties, except for the indirect taxes
usually included in the price of the goods and service; gathering and taxes
for private real estate; taxes to the inheritance, to the private income,
which source is in a host country; payments for certain kinds of service;
registration and other duties and gathering concerning real estate.Di plomatic employees are exempted from all labour and state duties irrespective of their character, and also from military duties, such as requisition,
contribution and the militarian stand.
Certainly, privileges and the immunities given to the di plomat, do not
exempt him from the duty to respect laws and decisions of the host country,
he/she has no right to interfere with its internal affairs. Infringement of this
requirement can lead to the announcement of the di plomat a«personanon
grata».
One of the privileges of di plomatic employees of representations is the
opportunity of free movement on the territory of the host country exception
for the entrance to the zones which are designated as forbidden for safety
reasons.
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Chapter 4. BASIC WORK FORMS AND METHODS
OF DIPLOMATIC REPRESENTATIONS
Information work of the diplomat
in the host country
One of the most important forms of work of di plomatic representation employees is the information work in a host country
which can be divided into two components:
à) Information gathering, its analysis and transfer to the government;
á) Explanation of the position of the state on this or that question.
Let’s consider these directions of di plomats activity in details.
Information gathering, its analysis and transfer to the government.
The Viennese convention on the di plomatic relations specifies, that finding-out « conditions and events in the state of stay by all lawful means
and its report to the government of accrediting state...» is one of functions of di plomatic representatives.Work in this direction is diverse.Sources
of obtaining information are conversations, mass media, di plomats own
observations. The task of the di plomat is to go into, to analyze events,
phenomena, facts of political life of the country and to inform objectively
the government. Sometimes already at the analysis and generalizations
stage offers on any di plomatic actions are done.
The basic documents which contain the transmitted information are
coded telegrams, records of conversations, reviews of press, brief information,
inquiries, notes, reports, summaries and translations of every possible materials,
etc. The Most urgent information is transferred on channels of electronic
communication, and the information of generalizing and analytical character
goes by di plomatic post.
Conversation of the di plomat is the major source both of obtaining the
information, and explanation of the policy of his/her government. Records
are made on results of conversations.
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Press briefings and press conferences take special place in the activity of
di plomatic representation.
Press briefings are held regularly on the fixed days and at certain time.
Diplomats briefly inform the public on the events taken place, and also about
their government point of view on this or that question during these press
briefings.
Press conferences actually are always final action of negotiations. Opposite to press briefings not only the vision of the problem is stated at the
conferences, but also answers to questions of journalists and representatives of
the public are given. Distribution of information and illustrative materials
takes place.
Traditional in information and explanatory work of di plomats in ahost
country is the release of press bulletins and press releases and their sending
to the Ministry of Foreign Affairs, di plomatic representations of other
countries, editorial offices of the largest newspapers. Communiques, texts of
some documents are usually published in them.
Business contacts with the editorial offices of respectable newspapers,
magazines, radio, TV have also great value that allows publishing materials, to
address to radio and TV viewers with messages on the internal political life
of the country.
Organization of book and art exhibitions and also installation of special
photoshow-windows at the building of the embassy under local authority
promote public acquaintance with the country which the di plomat represents.
Documents of diplomatic correspondence
The leading place in daily routine work of di plomatic
representations takes correspondence between the department of external
relations of ahost country and di plomatic representation, between employees
of diplomatic representatives.
Depending on the contents and technical execution there are following
kinds of documents: verbal, circular and personal notes, memorandum, personal letter.
The most widespread kind of such documents is the verbal note (from
the Latin verbalis – oral, verbal), i.e. a message equal to oral one. It is sent on
questions of the current character (for example, on the occasion of arrival of
the new employee of diplomatic representation, foreign delegation) as reaction to this or that event, etc. By the Verbal note the international agreement
can be made out. Correspondence between the governments on especially
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important international questions also can be carried out in the form of
verbal notes. In other words, in matter of contents the verbal note covers
rather wide spectrum of various problems. Their choice is determined by
traditions and practice of a host country.
Execution demands observance of the certain rules. So, the text is printed
on the special form, only from the third person, begins with a compliment
with the indication of the full name of sender and the addressee’s departments («the Ministry for Foreign Affairs of Byelorussia testifies the respect to
the Embassy of Republic of Poland and has honour to inform... »), then
follows the semantic part and terminates with a compliment («...the Ministry
takes the opportunity to renew the embassy its assurance of the highest
respect ). The address of the addressee, irrespective of quantity of pages, is
underlined on the first page in the left bottom corner. The verbal note is
given the number, sometimes an index, the personal signature of the sender
is not put down. The note should be certified with the mastic seal. In the right
top corner the place and date of sending are specified. It is handed over
personally or by the courier.
The personal note, opposite to the verbal one, is written from the first
person, begins with the compellation (Dear Mister Ambassador, your Excellency, Mister Charge d’Affaires. The word «dear» is used depending on
the character of personal relations and local report). After compellation
there is substantial part beginning, as a rule, by words « have honour... ». The
text terminates with a compliment and the personal signature of the sender.
The personal note is not stamped and has no number. The rest its execution is identical to the execution of the verbal note.
Pro memoria can be an independent document, and also an appendix to
the personal or verbal note. As an independent document it reminds verbal
note in form, but has no seal and address. Pro memoria can be made, first, at
the request of the person with whom the conversation was conducted, second,
under own initiative as a reminder of the necessity to consider this or that
question or with the purpose of fixing the information to exclude further
mistakes in its interpretation. This document is made in the impersonal form
(« it is informed... », « it is reminded... », « it is necessary to state... », etc.),
has no compellation and compliments. The address and reference number
are not put down. The place and date of sending is put down. Above the text
the inscription «Pro memoria» is printed.It is transferred, as arule, personally,
less often – with the courier. The fact of delivery should be fixed in record of
conversation of the di plomat with the appendix of its copy.
The memorandum, as well as pro memoria, can be both an independent
document, and an appendix to the personal or verbal note with for the sake
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of its text reduction. Author’s vision of a problem is stated in this document,
these or those facts are analyzed, discussion from another point is carried out
that implies its further discussion. It is made in the form of the letter, has no
compliments. As a separate document it is printed on the musical form, the
seal and number are not put down, it is not signed, but it has place and date
of sending. As the appendix to the note the memorandum is printed on a
simple paper, number, seal, place and date of sending are not put, the address is
not put down.
Private (personal) letter is sent to familiar officials in those cases:
– When people want to emphasize author’s interest in the decision of
this or that question;
– When the statement of a question is undesirable for any reason in
the official order;
– When people want to express personal attitude to the event taken
place (congratulation on the occasion of birthday, national holiday,
condolence concerning mourning, etc.).
For the personal letter simple paper of high quality is used, the rest
execution of the personal letter is the same as of the personal note.
In realization of di plomacy tasks now not only traditional documents
play important role, but also such documents, as statements of the heads of
the states and the governments.The position and princi ples of the state on
various problems of the international relationshi p find reflection in them.
Not demanding the official answer, these documents, nevertheless, imply reaction to them on the part of subjects of the international law.
Salutatory telegrams, where important ideas and offers can be stated, are
sent concerning national holidays, anniversaries.Among di plomatic documents it is also possible to single out appeals of parliaments to the supreme
legislature of other countries (on questions of disarmament, environment
protection, etc.), answers of the heads of the states at press conferences, their
interview and performances at the international forums, joint (bilateral and
multilateral) the communique.
Business card, not being the diplomatic document in strict sense, nevertheless, it plays an important role in the work of employees of foreign policy
department. So, it is possible not only to introduce yourself with it, but also to
congratulate, thank, express condolence, to say goodbye. It is convenient to send
flowers, abook, asouvenir, etc with the card.Diplomats’ business card is printed
on the high-quality paper. Its most widespread size for men – 90x50 mm, for
women – 80x40 mm. For officials of the high rank its size can be 100x60
and 90x50 mm accordingly. The specified sizes are not universal, in the Great
Britain, for example, the size of the card for women is more, than for men.
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World practice of business cards exchange is various. So, in the Great
Britain and other Anglo-Saxon countries newly arrived di plomats first of all
pay only official visits, further they wait for visits or business cards of people
who would like to come in contact with them. In France the initiative of the
first visits and directions of the business cards belongs to the arrived person.
French practice is distributed in di plomatic circles.
It is recommended to have four kinds of business cards for di plomats
having families:
1. An official card with the indication of the surname, name and middle name (if there is one), rank and address.The heads of di plomatic
representations have two kinds of such cards: on the first their full
title, on the second – reduced («ambassador» or «minister») is
given.
2. A card for informal cases – with the indication of the surname,
name, middle name only.
3. The card of the wife with the indication of the surname, name and
middle name.
4. A joint card of husband and wife («Mr. and Mrs. N») – with the
indication of the address. In the Great Britain joint cards are not
used.
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Chapter 5. KINDS OF CONSULS AND CONSULAR
ESTABLISHMENTS
The consul (from the Latin consul) – the official of
the state appointed to any area (district) of another state with the definitely
expressed consent of the latest for the protection in this area interests of the
country, its legal people and citizens, assistance to the development of political,
economic, cultural and other connections between the represented and accepting states, observation and information on the economic situation and
social and political processes in the area of the stay. The consul should not
break the local law and order, customs and traditions. His activity is supervised
by the embassy of the represented state.
Consuls are subdivided into two kinds: regular, or professional; and
free-lance, or honourable.
Regular consuls are people on public service of the represented state, being
its citizens and receiving salary from the state. As they have no right to be
engaged in any other activity (entrepreneurship, etc.), except for the execution of consular duties, they can be named career consuls.
Free-lance consuls are people not on public service, but carrying out
consular functions on behalf of the represented state and with the consent of the state of stay. As a rule, they are appointed from the citizens of
the state of stay – outstanding lawyers, businessmen, financial figures. But
free-lance consuls can be appointed from the citizens constantly living
in that state where the consulate is established. They can also be citizens
of the third state. Free-lance consuls do not receive salary, but as a payment for consular functions execution they receive consular fees to
their advantage.
Consular fees are the payments raised by the consul (consulate) for
carried out consular actions: issuing passports, visas, receiving and registration of petitions on questions of citizenshi p, civil registration, etc.They are
raised under the tariff fixed according to the legislation of the country, that
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has appointed the consul, and go to the state budget of this country. The fees
raised by free-lance consuls, go to their benefit.
The head of consular establishments are subdivided into four classes:
– General consuls;
– Consuls;
– Vice-consuls;
– Consular agents.
The international practice follows the rule according to which the class
of the head of consular establishment corresponds with a kind of this establishment. However in some countries the consular service is separated from
di plomatic one and its employees are given special ranks.
Consular establishments are subdivided also into four kinds:
– General consulate – is established in large commercial or industrial
centres or in large ports;
– Consulate;
– Vice-consulate – is established in consular district of general consulate or consulate, whose head is the regular official subordinated to
the consul;
– Consular agency is the offices created in ports which competence, as a
rule, includes questions of trade and navigation. Employees of consular
agency are appointed by the consul of the given district.
Consular activity is also carried out by consular departments of embassies. The head of the department is called «general consul» or «consul». At
the absence of separate consulates of the country the activity of such consular official is distributed to all territory of the state of stay. In other cases his
activity is limited to the capital city of the state of stay or that part of the
state where there are no independent consulates.
Consular functions
The primary goal of consuls is to protect interests of
the state, its citizens and legal persons in the state of stay. The consul should
also aim to development of trade, economic, cultural and scientific connections between the represented state and the state of stay.
Consular functions can be narrowed down to the following specific areas:
1. Functions on protection of interests of the represented state and its
citizens. The consul sees after so that the represented state and its citizens
have all rights which are sti pulated by the law.
2. Functions in the field of trade and navigation. The consul carries out
protection of economic and legal interests of the represented state, its legal
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persons and citizens. He sees after the execution of trade contracts, navigation,
air navigation contracts, rendering legal aid, etc.whose participants are the
country, that has appointed the consul, and the host country.
The consul is interested in trade, economic, cultural and scientific life of
the state of stay prepares reports on them to the government and gives the
presents information to interested people. The consul informs the government on laws and rules of the state of stay in the field of navigation, air
navigation, customs establishments, etc.
3. Administrative functions. Concerning the citizens of the state the
consul registers acts of civil status: birth, marriage and divorce, adoption,
change of the surname, name and middle name, death. He accepts petitions
of the compatriots constantly living abroad, about modifications, corrections
and additions to acts of civil status, about restoration of the lost records, about
change of the surname, name and middle name and sends them for consideration to the competent bodies.
4. Notarial functions. The consul makes, testifies or accepts on storage
testamentary orders and all unilateral acts of the citizens of the represented
state, and also makes out bilateral legal transactions. Consuls bear the function on legalization of documents and acts made at partici pation of the
local authorities of consular district or proceeding from them. The consul
accepts from compatriots on storage sums of money, documents and subjects
of any sort.
5. Information function. The consul collects information on various parties
of economic, commercial and cultural life of the district, prepares reports to the
government and presents necessary data to interested people and organizations
of the represented state. The consul keeps account of fellow citizens in the host
country who permanently or temporarily, but not less than 6 months, live at
the territory of consular district; assists the representatives of the state if they
are within the limits of his consular district, in performance of official duties.
The consul has the right to represent without the power of attorney interests of
compatriots interests of compatriots in establishments of the state of stay if they
are absent and have not charged another person to manage their business, or
they are not capable to protect own interests for other reasons.
Consular privileges and immunities
Consular privileges and immunities in the international law are understood «as privileges and the advantages given by the state
of stay to consular establishments, consular officials and employees of
consular establishments to provide realization of the duties laid on them».
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The exclusive status of consular establishments, members of their personnel
is fixed in either multilateral and bilateral consular conventions, or is determined by customs and local laws.
One of the basic privileges is the right to exhibit an emblem of the
accrediting state: to place on the building of the consular establishment a
board with the image of the emblem of the country and with the name of
consulate in two languages (of the represented state and the state of stay) and
also to hang out the national flag.
Inviolability of consular premises is also provided. The consular premise is
understood as a building or a part of a building, including the residence of the head
of the consular establishment, subsidiary premises, and also the ground area of
this building, used only for the consular purposes irrespective of, whose property
they are. The principle of inviolability of consular premises legally means that
authorities of the state of stay cannot enter consular premises, only with the
consent of the head of the consular establishment or the head of diplomatic
representation of the accrediting state. It is necessary to point out, that the
Viennese convention on the consular relations of 1963 admits, that in case of the
fire or other act of nature such consent can be assumed. At the same time, the
state of stay has the duty to take all necessary measures for protection of
consular premises against any intrusion or damage, and also for prevention of
any infringement of calmness of consular establishment or the insult of its
dignity.
Consular premises, subjects of their furniture, property of consular establishment, and also its means of transportation are under immunity from any
kinds of requisitions. Consular archives and documents are inviolable at any
time and irrespective of their site.
The number of privileges of consular establishment also includes the
right to have relations with the government, di plomatic representation and
consulates of the represented state.The princi ple of freedom of the relations
of consular establishment with the bodies of its state no matter where they
are situated is accepted, meaning freedom from any intervention and censorshi p on the part of the state of stay.For these purposes consulate can use all
usual communication facilities, codes, diplomatic and consular couriers.
Since consular correspondence can contain the information concerning
the activity of the government of the represented state and its bodies, the
princi ple of its inviolability is supported, as arule, by interstate acts.
Consular archives and documents are inviolable at any time and irrespective of their site. This is conventional in the international law and is
fixed both in the international consular agreements, and in the interstate acts
of many countries of the world.
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Consular establishments have tax and customs privileges. Consular premises and premises of officials and employees of consulate if they are in the
property or are rented on behalf of the represented state, are exempted from
all taxes and tax collections of any kind, except for payment for certain
kinds of service. The same is true for personal estate which is belongs to the
represented state or is in its possession or is used for consular purposes.
Privileges and immunities of consular officials are determined by the
Viennese convention on the consular relations of 1963. The basic from
them is personal inviolability. The convention imposes on the state of stay
the duty to treat consular officials with the due respect and not to allow any
encroachments on their person, freedom and dignity. Consular officials in
case they commit bad crimes cannot be subjected to arrest or preliminary
detention until there is the decision of the competent judicial authorities.
Consular officials cannot be imprisoned and are not subjected to any other
forms of restriction of personal freedom, only when execution of the judicial
decisions have come into effect. If the case is brought before a court against
the consul he is obliged to come personally to the competent bodies.
If the charge is brought to the head of the consular establishment, the
state of stay should immediately inform the represented state about it through
di plomatic channels.
Immunity from the jurisdiction. According to the statements of the Viennese
convention consular officials and employees are not subject to jurisdiction of
judicial or administrative bodies of the state of stay concerning the actions
committed by them at the execution of their service functions.
Tax and customs privileges. The Viennese convention exempts consular
officials and consular employees, and also members of their families, from
all state and local taxes and tax collections, including taxes to wages and to
the personal estate in their possession. Exceptions are made concerning
indirect taxes, gatherings and taxes to the private real estate situated at the
territory of the state of stay, taxes and tax collections on the private income
which source is in the state of stay, and some other taxes and tax collections.
Consular officials and consular employees are exempted from the customs, taxes and tax collections on the subjects intended for personal using
(personal luggage, subjects of furniture). Besides personal luggage of the consular official which follows together with him, is exempted from customs
inspection.
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Part II.
ETHICS OF BUSINESS RELATIONS
Chapter 6. PRINCIPLES OF BUSINESS ETIQUETTE
Moral norms are the result of centuries-long experience of the human society which always aimed so that each person and the
society as a whole could coexist harmoniously.
Mankind constantly pursued as one of the major purposes the harmony in the joint living of people. Norms of morals appeared as the result of
efforts of the person to differentiate good and evil, to define what virtue is.
There are two points of view. One of them contains the statement, that the
aspiration of the person to good is constant and natural. This is a regardful
approach to the person. This point of view was shared by Democritus,
Epicurus, Socrates, Plato, Aristoteles, Feuerbach, etc.
Another point of view considers that it is not so important, what the
person aims to, it is more important to put him before the necessity to submit
to a duty. This approach is characteristic for Luther.
Collision of these two tendencies reflects the essence of the morals
revealed in the main problem: what is the correlation of good and evil in the
person?
In modern business practice such features as diligence, sincere goodwill,
punctuality, execution of orders in time, truthfulness, accuracy, fair decisions,
etc., are qualified as moral qualities.
And on the contrary, bribery, unscrupulousness, corruption, juggling of the
facts, evasion from the responsibility are estimated as immoral.
Norms of morals differ from legal norms in the way that they are not
fixed in the state and international regulating documents. Infringement of
moral standards entails not such punishments as infringement of legal
norms; more often infringement of moral foundations is punished by the
public reprimand which is expressed in various forms – as critical remarks,
condemnation, censure, refusal in dialogue. Traditions, customs, habits are based
on norms of morals. They are rather various in different countries, regions,
for different nationalities. For example, white color by tradition for some
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peoples means elegance, conviviality, and for others – mourning; for many
peoples speaking German, by tradition the most honorable place at the table
is to the left of the mistress, and according to modern international traditions
it is to the right of the mistress. There are a lot of similar examples.
Traditions based on norms of morals, are the basis of formation of
external displays of behaviour and acts of the person and are considerably
reflected in mutual relations of people during realization of their business
relations, namely:
– In behaviour during business meetings and negotiations;
– In clothes, its neatness, cleanliness, faultlessness;
– In business conversations;
– In the organization and equi pment of office accommodation and
workplace;
– In behaviour during business receptions, etc.
Modern business traditions demand such features, as tactfulness, goodwill,
courtesy, punctuality, politeness, fidelity to the word, skill to listen, skill to be
self-controlled in argumentative situations.
Traditions do not remain constant: one cease to exist, are erased from
memory and from the use, others are born and gradually come into effect and
get spread, the some change not essence but forms of display.
Changes in a state system, culture, character of mutual relations of peoples
occupying the certain country and globe, and also technical, technological,
scientific progress, development of means of the communications – all this
influences traditions.
Keeping traditions allows showing respect to other people, to customs
of the country, its culture. Not without reason state figures and politicians,
planning to visit another country or region of the country, try to get
acquainted in advance with traditions and customs of that district (for
example – the well-known Russian custom to meet guests with «bread –
salt» though it is obvious to everyone, that, except for the respect for
foundations of the nation, such entertainment does not bear functional
loading).
Infringement of norms of morals as well as of traditions and customs,
is usually punishable, however forms of punishment can be different:
public reprimand, remark, refusal in dialogue, unwillingness to continue
further friendly relations, condemnation, derision. Sometimes even the
condemning sight, an ironical smile or ironical tone of the told phrases
are an enough appreciable punishment.
So, legal, moral norms, traditions, customs are similar in essence, causes of
appearance; sometimes they differ from each other only in forms of display.
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For example, larceny is condemned both by legal standards, and earlier
existing and current norms of morals, traditions of all nationalities, customs.
Foundations of society life expressed in various forms legal, moral, traditional and so forth have formed the basis of that sum of norms, standards,
recommendations, requirements applied to the behaviour and acts of people
which can is named etiquette.
Etiquette – a French word, meaning manners, the way to behave in the
society.
Modern researchers of the society life and historians assert, that motherland of the etiquette is Italy of the XIV century which not only differed from
barbarous England, Germany and even France by its respect to the force,
wealth and blood, but also considered obligatory presence of pleasant manners, skill to behave in the society at rich and notable people. Moreover,
rather desirable was education – and it was when, for example, France did
not respect representatives of sciences, despised scientists, counted their occupations senseless. Historically etiquette has appeared, first of all, in palaces,
therefore and has been named palace or state. Naturally norms of behaviour
of sovereigns at meetings gave life to di plomatic etiquette as di plomats
expressed the state point of view at negotiations.
Simultaneously developed military etiquette, supporting harmony and
severity of rules of behaviour in the army without which the order simply
would be impossible.
Other kinds of etiquette appeared – secular, sometimes now named
general civil.
The «youngest» of them is business etiquette. Requirements of the
etiquette including business one, do not have absolute character, they vary
eventually, under influence of factors that were mentioned earlier.
The modern businessman follows these unwritten norms of behaviour. It
is possible to recommend him not to execute them blindly and unconditionally, but to try to understand their inner meaning and contents which
makes them necessary in business dialogue.
Manners reflect internal culture of the person, his true attitude to morals,
his understanding of moral requirements, and also, we shall dare to tell, his
intelligence.
Business etiquette is the important component of business relations based
on centuries-long wisdom, determining representations about spiritual and
material values.
It is possible to say, that business etiquette is an external expression of
internal morality and culture of the person.
Business etiquette is based on the following princi ples:
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1. Common sense: norms of business etiquette should not contradict to
common sense, and the common sense prompts, that business etiquette as a
whole is directed to support the order, organization, economy of time and
other reasonable purposes.
Norms of etiquette, breaking business mutual relations, fixed rules of
communication cannot be supported by common sense.
2. Freedom: meaning that rules and norms of business etiquette though
exist and are rather zealously executed, nevertheless should not interfere with
free will of each business partner, freedom to choose partners on business,
freedom to select methods and ways of execution the agreement between the
parties.
Freedom assumes also tolerant attitude to display of national features,
cultural national traditions, loyalty to freely expressed point of view, to various
business positions.However such princi ple of business etiquette as freedom
is limited by:
– Common sense;
– Climatic conditions;
– Traditions;
– National features;
– Political regime, etc.
3. Ethics: all complex of norms, standards, requirements, recommendations, making business etiquette, by its essence is obliged to be ethic, moral, i.e.
business etiquette entirely and completely is focused on good. But how to
interpret this main category of morals, in other words, what to consider good
and evil, in business sphere this is a difficult and ambiguous question. The
whole contents of the given field of knowledge, and also of the subject matter
«Business etiquette» has the overall objective «to surround» business by set of
«ethical filters», leaving immoral behaviour and acts of people behind frameworks of sphere of business relations.
4. Convenience: norms of business etiquette are not fetters, shackles
on hands and feet of business partners, they should not hold down
businessmen, disturbing business relations and braking development of
economy.
For the businessman all should be convenient – from the lay-out of
office accommodation till placing of the equi pment there, from business
clothes up to rules of carrying out presentations and the requirements set to
business negotiations, and these conveniences should be provided equally for
all partici pants of business relations.
5. Expediency: essence of this princi ple is that each rule of business
etiquette should serve definite purposes. Kinds of business relations: presenta265
tion, business conversation, negotiating, etc. have various purposes, and each
aspect of business etiquette should correspond to them.
6. Profitability: ethics of business relations should not cost much;
high «cost» of morality in affairs in itself is not ethic, as it means the
deduction from the profit of the organization, or from incomes of the
separate employee.
Reasonable cost is the priority which the Protocol Department of the
organization should be guided to.
7. Conservatism: this princi ple is clear by itself, as roots of business
etiquette are in the state etiquette, having a centuries-long history, in military
etiquette (of the same respectable age), in secular (general civil) etiquette
which does not have such a long history though, however its concepts have
won a strong place in the life of the society and have become classical. Conservatism in external shape of the businessman, in his manners, inclinations, adherences to these or those traditions involuntarily causes associations with something stable, strong, reliable; and the reliable partner in affairs is what any
businessman wants most of all. Reliability, fundamentality, stability are rather
attractive features in the business world (and not only in business!), and they
have substantial connection with conservatism.
8. Ease: norms of business etiquette should be in the way so that their
observance did not turn to something thrust, torn away psychologically; they
are natural, executed with ease and without pressure. (Attention! It is impossible to confuse ease with impudence, laxity, inattention to associates, bad
manners).
9. Universality: it means, that it is necessary to try, that each recommendation or norm of business etiquette has been directed on many parties of
business mutual relations.
10. Efficiency: essence of this princi ple is that standards of business
relations should promote reduction of terms of execution of contracts, conclusion of the greater number of contracts, reduction of quantity of conflicts
in the team, etc.
Finally use of business ethics is economically profitable.
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Chapter 7. CLOTHES AND MANNERS
OF A BUSINESSMAN
Success in business depends on competence of the
businessman, his professionalism, activity and many – many other factors.
Some of them influence on the achievement of desirable result directly –
knowledge of the profession, experience, but they are not in the focus of our
attention now.
Indirect factors also influence on success, and external shape of the
businessman is that factor which determines efficiency of business ties, success in business contacts and promotes creation of the necessary working
atmosphere.
Appearance and manners is what business partners surrounding him see
and estimate at once until discussion of prospective transactions takes place
or there is a draft of an agreement on the table.
Each professional group of people has the unwritten code of behaviour,
manners, appearance – civil servants, actors, students, etc. Businessmen have
also the certain style in clothes and manners.
General characteristics of businessmen style are conservatism (as the business sphere is almost not subjected to accidental influences); moderation, i.e.
there should not be too sharp color contrasts, too much elaborate styles of
clothes or footwear, etc.; faultless accuracy and neatness as not properly fastened
tie, dirty footwear, battered shirt create impression that the wearer of such clothes
is undemanding to himself or does not respect surrounding. There is an assumption, that he also is undemanding to himself and at the execution of contracts,
and also will be disrespectful to interests of partners in business sphere.
The western business world differs from Russian also in the way that
how the partner is dressed, his manners are taken into account at discussion
of contracts, transactions etc. One detail, from the point of some people, maybe,
insignificant, for example not fresh handkerchief, torn off button of a jacket
can affect negatively the result of negotiations.
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A businessman should look:
– Self-assured;
– Solid;
– Business;
– Elegant;
– Inspiring trust;
– Not deprived of taste;
– Reliable;
– Decent;
– Accurate.
The main kind of man’s business clothes is a three – piece suit.
How long it keeps the shape depends on the quality of suit fabric. It is
desirable, that the fabric has been executed from a «dry» string (such fabric
remains dry long after being caught under the rain).
The length of the jacket in the modern business suit is up to the first
phalanx of the big finger of the hand lowered downwards. The length of the
sleeve of the jacket is up to the wrist.
Dark blue color is more strict and consequently more official, than grey.
Psychologists say, that it is not kept in mind, because it is neutral. Hence, a
dark blue suit can be put on not once a week, in «support» of different shirts
and ties. One more nuance of dark blue color: it makes the complexion of
the person who wears it healthier, blossoming as it reflects pink color
which is its component. It does not mean, that a man becomes applecheeked and looks like cheerful boy scout, and this is rather important
especially if the most part of the intense working day has gone which
leaves fatigue. Besides cold or psychological pressure from the unpleasant
conversation just had with the colleague or management may not influence the best way.
Grey color «is psychologically softer, warmer»; a businessman in a grey
suit looks pleasant, friendly, disposing to communication.
There is one «secular» rule: the darker the color is, the more patrician it
is. It is mostly true about the grey color: a dark grey suit will look more
expensive – irrespective of the true price, and a light grey – cheaper.
It is necessary to tell about black color for a man’s suit. This color is
obligatory for business evening receptions and mourning ceremonies. But
opinions on, whether black color is suitable for a daily business environment. However, nevertheless, it is likely that the black color of a man’s suit
is the sign of the solemnity of the business event irrespective of, whether
it is accompanied by positive moods (business reception) or negative
(mourning ceremony).
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For a business suit such colors as claret, brown, dark green, etc., are excluded, they can be for the clothes intended for rest (club, country walk).
Intensity of painting of the fabric of a suit in winter is deeper, in
summer – milder.
The suit from the stri ped fabric is suitable but the stri p should not be
too wide or sharp, contrast.
Is it possible to wear a jacket from one fabric, and trousers – from
another? Yes, it is possible, but it is necessary to check up, how the
jacket and trousers match in color, design and texture of the fabric.
A stri ped suit makes the figure slimmer, that it is why people who
wear size 54 prefer it.
Suits from nubby and tweed are suitable, however such suit is not worn
as a whole, a nubby or tweed jacket is worn with trousers from one-coloured
fabric of sooth texture.
The jacket as a suit element can be single-breasted and double-breasted at
will. The double-breasted jacket is preferred usually by stout men as it makes
figure slimmer.
Elements of sports style, for example superimposed pockets, elements of
military style, for example shoulder straps; of hunting and club style are not
suitable for a man’s business suit.
Modern business suits and even jackets from velveteen (this fabric is for
rest, sports, hunting), velvet, a leather are not suitable.
In world practice it is considered rather prestigious to wear hand –
made suits. The fact is that a hand-made seam (especially it is true about the
seam connecting collar of the jacket with the back and half-glasses, and also
the seam on sleeve head), repeats the form of a human body more softly, better.
However the hand-made suit costs much. Except for the high price such
suits are distinguished by the high quality of fabric and tailoring.
Jacket is usually worn buttoned, but the bottom button of a single-breasted
jacket is not buttoned to give some freedom for walking and convenience in
case when the person sits down. However, in the latter case the jacket can be
unbuttoned. The double-breasted jacket is always completely. The business
suit, as well as all clothes of the businessman, go with trends of fashion, but
extravagance in business clothes, especially man’s clothes, is not suitable.
Length of trousers in modern business clothes: in front trousers are pulled
over footwear with small pleat, behind reach the beginning or the middle of
a heel. Pleat on trousers should be well ironed. Trousers belt is only from
leather of dark color with modest buckle no «lion’s» and « the wolve’s heads».
A shirt from a thin cotton, sometimes with synthetics, practically imperceptible,
for smaller crumpling always of light tones – white, light grey, light blue, of
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bright sand shade. Color of a shirt should match suit color. The collar should
be classical, traditional. The sleeve of a shirt should be 1–1,5 sm longer than the
sleeve of a jacket.
Handkerchief is an important element of clothes. It should be, as well as
a shirt of light tones – white, gentle grey, etc. Second handkerchief (except
that one that is intended for direct use), faultlessly clean is kept as reserve,
«just in case». It can be offered if necessary to the woman, it is convenient to
take out a mote from an eye with it, etc. However it also should be changed
periodically as, even being unused, it becomes not fresh.
Tie is that element of clothes which practically does not solve any
functional tasks. The tie should match the color of the shirt and the suit.
It is better to have design of geometrical character on the tie – a stri of
different width, dotted, fine squares, etc. The most reliable decision in choosing
tie design is to choose a monophonic tie. The fact is that such tie matches to
any shirt and any suit. Therefore it is good to have more of monophonic ties
in the wardrobe – dark blue, dark red, dark grey, light grey, etc. Approximate
width of a tie (on the average) is same, as width of a board of a jacket i.e. if
boards of a jacket are wide, the tie should not be narrow and on the contrary.
The length of a tie is determined by that it should close the buckle of the
trousers belt.
Ties with flower ornament, newspaper text, people and animals figures
are not suitable, such ties are good on rest.
Such colors as violet, lilac, pink, bright red are not recommended for a tie.
There is such a requirement on the intensity of color, jacket is on the first
place, tie on the second, shirt on the third.
How many suits should a modern businessman have? As many as necessary! There is only bottom limit – not less than three: for casual wear it is
possible to recommend grey and dark blue color, for solemn occasions –
black. However with such small amount of suits it is possible to expect their
fast wearability, and, to avoid this impression, it is necessary to buy new suits
more often, that finally will not allow to save on business wardrobe.
As, it is known, trousers wear out earlier, than a jacket, it is reasonable to
buy a suit with two pairs of trousers, and one of them can differ slightly on
the intensity of color or even to be of another color, but matching to the
jacket color.
Footwear – low shoes, color – only black. It can be dark brown, for
example, in summer, with a grey suit. Footwear – leather or from a
substitute only with laces, on thin sole. The footwear from chamois,
varnish one (it is for evening business receptions), from crocodile and
the snake leather is not suitable in the business world.
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Socks are the major element of clothes. Their color always repeats the
color of footwear, and color of footwear, as it is known, black. Color design is
not suitable for the socks, it can only be texture.
Outer garments should match the suit in color and texture of the fabric,
so that when a businessman puts off a raincoat or a coat, there was no disharmony in clothes.
The hat (it can be a cap) goes with fashion trends. The scarf is that
element of the wardrobe which can be bright (white, red), but should be in
harmony with all other clothes, but can be as well rather modest in color. A
beret as a headdress in business clothes is not suitable, the same as a hand
knitted scarf.
Raincoat or coat can also go with the fashion trends, but should not be
ultrafashionable. In outer garments, as well as in a suit, features of the militarian, sports, etc. style are not suitable. Grey, black, dark blue colors are preferable
in outer garments.
Umbrella should be black. Accessories – a bag, business card, a purse, a
folder or a case, a case for glasses, etc. – are preferable from leather, but not
from snake, crocodile and so forth leather.
Color of accessories is black, dark grey.
Perfumery and cosmetics used by a businessman should be of one brand;
the scent should be minimum even if it is a product of expensive and
fashionable perfumery firm.
Hair dress of a businessman goes with fashion, but in its moderate expression; for example, if it is a hair dress with long hair than it should not be
longer than the top edge of the collar of the shirt. Absolutely inappropriate
for a businessman is to wear an earring (earrings). Modern business etiquette
does not approve of a beard and moustache as elements of appearance.
Clothes for business receptions as well as daily clothes, is characterized
by conservatism, adherence to traditions. On all kinds of the receptions beginning till 7 p.m. (business breakfast, breakfast, cocktail, etc.), it is recommended one-colour suit of soft color; the later is the reception the darker is
the suit.
To business receptions, appointed at 7 p.m. (or later), it is usual to wear a
suit of dark color; it can be a black suit. A tuxedo is for a dress-up; usually it is
underlined separately in the invitation. A shirt should be white, a tie of the
soft color or black tie. Color of a tie should match to the color of the suit.
Footwear – black low shoes, to a tuxedo – varnish footwear. If reception is in
summer than dark color footwear match to a one-colour suit of soft color.
It is necessary to remind that color, density and texture of the fabric of
a suit should correspond to the season and climate of the region.
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A businessman, except for usual daily activity and partici pation in
business receptions, goes in for sports and attends various sports actions, clubs. For this purpose he wears such clothes as a suit for weekend and a sports type suit. The suit for week-end consists of sports type
trousers (from velveteen, tweed) and jacket or pullover, replacing a
jacket. A shirt also of sports type – color, plaided or with other design.
The tie can be absent, as it is poorly compatible with such shirt but if
to try, it is possible to pick up a tie (which does not go with business
clothes) having the shape of the narrow lace, leather, etc. The shirt can
be replaced with the sweater named «turtle neck». The footwear in
this case, except for leather, can be suede, velveteen; the style of footwear – sports (for example, the line of moccasins on footwear emphasizes its unbusinesslike character). The clothes for week-end are
widely used for tri ps for city, excursions and other actions spent at
business meetings and negotiations. In the same cases the sports suit
can be used.
In the visage of a businessman such things as:
– Short socks leaving a part of the leg naked, when the person sits;
– Not fresh handkerchief;
– Unfastened buttons;
– Battered suit;
– Not fresh shirt;
– Crookedly fastened tie;
– Dirty footwear;
– Hand knitted waistcoat;
– Hand-knitted scarf;
– Not fresh tape on the hat;
– Bright, shouting colors of details of clothes;
– Color contrasts in clothes.
Are inadmissible.
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Chapter 8. CLOTHES AND EXTERNAL SHAPE
OF A BUSINESS WOMAN
The female business clothes considered in this chapter, are one of the major aspects of modern business etiquette. The requirements presenting to clothes of the business woman, basically differ a little
from the requirements to clothes of a businessman, however business etiquette as a whole relates to the woman more indulgently, allowing her in
many cases to diverge from rigid man’s standards.
Deviations concern first of all color, and though the basic kind of daily
business clothes for woman, as well as men, is a suit, color gamut of this suit for
a woman is rather extensive, opposite to man’s one which has to be only of
grey and blue colors, for solemn occasions – black.
The female business suit can be practically of any color, but it is impossible to have bright shades in business clothes, and also sharp, contrast combinations.Moderation is already mentioned princi ple which should be observed in coloring of a female business suit.
The basic kind of daily business clothes of the woman is a suit, i.e. a
classical jacket with an English collar and on a lining with an English skirt
– also on a lining (the lining promotes that the skirt keeps the form). A
straight skirt with a vent behind, not exceeding 10 sm on length, thus freedom
of the step is provided.
The suit can be from one-coloured fabric, stri ped (soft and not broad),
from a fabric with texture design. The female business suit can be a three-piece
suit, but it is not obligatory; besides it can be both single-breasted, and
double-breasted.
The woman can be dressed in a dress-suit, instead of wearing a jacket and
a skirt.
For a woman suit there are no strict restrictions on color, the suit can be
brown, and of other colors, the unique requirement is that color should not
be bright, glaring.
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The suit, and the dress-suit can be worn with a blouse, if there is no blouse,
a style of a suit should be high fastener.
Blouse to a woman suit is recommended to be light, matching to the suit.
Blouse can be stri ped (then the suit should be self-colored), dotted, plaided.
Requirements are the same – design on the fabric should be soft, not bright.
As to a certain style of a suit or a blouse, business etiquette «kindly» allows to the
woman to follow fashion, however in its most moderate expression.
Length of a coat or jacket of a woman business suit – also according
to fashion – in reasonable limits. Too short skirt, too deep neckline
blouse are inadmissible on the business woman. And in general, business
woman, as well as all other people, can make these or those mistakes in
clothes not on purpose, determining her appearance, however she has
no right on one mistake, the most terrible, vulgarism – even in its
weakest display.
Except strict English suit the business woman can allow herself other
styles – according to fashion, but these styles too should not be beyond
official.
Footwear for the business woman is classical court shoes of black color,
height of a heel as woman wants, but, however, it is not necessary to choose
shoes with a heel of the exaggerated form. It would be needless to remind that
the classical style of court shoes does not assume any ornaments like bows,
metal edging and other.
Footwear of the business woman is from leather, but not from crocodile,
snake leather or from suede or velour.
Stockings are only of body color, without any design like rosettes, dotted,
stri ped, especially absolutely inadmissible is «netting» design (for the reasons
about which it was spoken above). Stockings are always worn – irrespective
of the season. Sandals, sabot, etc. are not suitable.
The hair dress goes with fashion, but there are certain restrictions: the
length of the tress should not be lower than the line of shoulders, «width» of
the hair dress should also have reasonable limits. If hair is long it should be
worn in a topknot, plait.
As for the make-up, the first that is necessary to say is that it is not
necessary, but also it is not forbidden. Though in the world community there
are some countries, whose firms, according to the national traditions, strongly
recommend to the business woman to do make-up in strictly certain directions: painted eyelashes, blush (even if there is sufficient natural one), etc.
These are some South Asian countries, for example South Korea. The countries of the European and American continent as it has already been told, do
not demand a make-up, but also do not forbid it.
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There is one instruction in this case – the make-up should not be
excessive, should not be «outstanding». So, the same requirement of moderation in everything, including make-up too.
The manicure is obligatory but it is not necessary to cover nails. If
business woman prefers covered nails, it should be nail polish of natural
tones which does not attract the sight of colleagues and clients, re not speaking about the heads.
Perfume or toilet water, other means of perfumery and cosmetics should
not bring inconvenience to colleagues, buyers and other business partners,
shrouding the woman with dense aromatic cloud. Perfume should be felt
slightly.
The bag of a business woman, according to the canons of secular etiquette,
being the basis of business one, makes the element of the complete set «bag –
shoes – gloves», i.e. a leather bag (smooth, not snakes and crocodile leather), of
the same color as shoes, preferably black. Modern business etiquette sets
requirement to the woman business bag: the bag of the business woman
should contain documents which, as a rule, have format of À4. The bag of the
smaller size can be replaced with a case or a folder.
Elements of business equi pment – anotebook, afolder for business cards
and other similar trifles – should be not cheap, with taste, i.e. should not
contain superfluous number of «embellishment» elements. The adjective
mentioned in the inverted commas is chosen not accidentally because decorating elements in this case will be modesty, severity and the high cost,
together giving almost full guarantee of refinement.
As about ornaments in clothes of the business woman they are quite
admissible:
– Bead necklace – not too large and not with too long string;
– Brooch – it is preferable from natural materials – silver, ivory, nacre;
– Rings – one or two, it is possible with stones, but not too volumetric;
wedding ring is not taken into consideration;
– Earrings – such as «small screws», but not long, pendent and multicolour;
– A chain – with suspension or without it.
It is desirable, that ornaments make the complete set. It is not necessary
to suppose excesses in quantity of ornaments, it is better to change them day
by day.
If ornaments do not make the complete set, it is necessary, that stones,
metals and other materials, which they are made of, fit each other.
Outer garments of the business woman should also not contain sports
and other «unbusinesslike» elements. So, for example, the jacket is rather
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undesirable, as it is a version of sportswear. More preferable is a coat, a raincoat,
a fur coat of classical styles. Color and texture of a fabric of the outer
garments should be selected so that even during those short instants when
the business woman, having come to the workplace (or in a wardrobe), puts
off a coat or a raincoat, there should be harmony in color scale, styles, features
of fabric of outer garments and a daily business suit. The same is true about
the umbrella.
Scarf – long or short, but necessarily factory manufactured, not handknitted.
Head dress – on weather and according to fashion and wishes of the
woman. Business etiquette recommends refusing elaborate styles of head dresses – hats with the big fields, abundance of ornaments, bright coloring. Moderation of fashionable displays, ladylike simplicity are the same requirements
already familiar to us set to outer garments by etiquette.
Gloves – leather, probably, due to the same features of the climate, on
thickened or fur lining, of black color, can be brown or grey. Hand knitted
mittens and other «lovely» things are prohibited, we shall leave them for
winter rest.
So, the image of the woman in business world is characteristic by
moderation in everything, classical styles of clothes and footwear, jersey,
absence of bright colours attracting colleagues and clients’ amazed attention,
moderate make-up and reasonable amount of ornaments. The Polish saying comes to mind: «From all senses the most important is a sense of
proportion».
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Chapter 9. ETHICS OF BUSINESS RELATIONS
BETWEEN MEN AND WOMEN
Mutual relations of a man and a woman in business
environment is a special sphere, rather difficult for formation of any principles to establish these relations.
Belonging to this or that gender plays significant role in building business mutual relations, in career promotion, in business behavior and certain
acts.
Let’s consider, how these features reveal in daily business activity and
what ethical mistakes should a man and a woman avoid during business
communication.
Psychologists and physiologists approve, that women have more thin
taste, than men, they see distinctions in materials, colors, forms, appearance of
designs more precisely. Therefore it is not necessary to argue with the woman – employee on these questions, it is better to trust her.
An important psychological feature of the woman is that she is more
often and in the big scales feels phobia, fear, dread, – before the manager and
in general before authorities, and also before situations and the circumstances
seeming dangerous to her. Thus, the level of recognition of the woman –
employee is reduced, perceived information can be garbled, distorted; level of
efficiency of her labor is reduced. Therefore from the point of view of
morals it makes sense to try not to admit similar situations, for this purpose
business conversations, retorts, remarks, references in relation to the woman –
employee should be softer, quieter, more constrained.
As psychologists assert, emotional origin overrules the rational one with
women, therefore it is quite possible to have emotional splash in case there is
a situation in the team which seems to the woman – employee a disputable
one. Therefore the man – employee should «think hundred times » before
making any remark to the colleague – woman concerning her business
behavior or execution of official duties and if he nevertheless made up his
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mind to do it, it is necessary to use softest, ethic «covering» for such remark.
Otherwise there is a risk of verbal wrangle, psychological discomfort for both
sides and, in general, the conflict in the team.
The man is genetically focused on success; success is both a point of
discussion, and favorite theme of conversation, including also the business
company. The woman, on the contrary, does not count own successes a worthy
theme of conversation, she prefers to discuss successes of others as she wants
to study on them, that too is caused genetically: women adapt easier to
working conditions, to the change of circumstances, methods of management,
etc. And if a man is genetically focused on success, a woman – on the survival
and adaptability promotes this most of all.
Conclusion: it makes sense for a man and a woman to build business
relations without a conflict to take into account genetic orientation of this or
that gender – success and adaptability.
The woman is more attentive to trifles, details, therefore her analysis
of the text of the treaty, contract is more effective, than of a man, but she
can generate the global direction of development of the organization,
choose strategy, i.e. the basic line of conduct of the organization, with less
success, as generalizations, conclusions are not her sphere, and so not to
have any ground for infringement of ethical standards, it is necessary to
take into account that phenomenon confirmed by psychologists, that the
woman is more attentive to piddling details – for example, to the words,
separate expressions in business conversation or in the text of the contract, than to the general orientation of the contract or final results of
conversation.
In spite of the fact that men’s level of adaptability is lower, they react to
changes of the situation, new methods of work and ways of influence on the
team faster. Therefore it is not necessary to make the woman express her
opinion or relation to something faster as it will only provoke the contradiction, the conflict or other unethical situation.
One more reason of display of distinctions in business relations: men
possess better spatial imagination, than women. For this reason among great
artists and talented designers absolutely there are no women.
It is necessary to take it into account and not to create such situations
which would provoke ethical infringements.
There is still some feature of men which can be the reason for ethical
infringements.
The matter is that one of the features of character of a man is the aspiration
to publicity, fame which can be in the deformed form – i.e. as vanity. Frequently
enough vanity makes the man want «to squander money», that, in turn, unfortu278
nately, has the consequence to have more money and to get it by all means:
moral or immoral – it does not matter.
So, to prevent probable occurrence of the situations fraught with ethical
infringements, it is necessary to take into account psychological features,
characteristic for representatives of genders. Such features are, and it is impossible to let them serve as ground of violation of morals.
Both men, and women in difficult system of business relations aim to the
same purposes – efficiency of activity, following moral princi ples, etc., and
for creation of the ethical atmosphere favorable to achievement of these
purposes, it is reasonable to take into account psychological features of representatives of different genders.
However in business etiquette there is a number of the recommendations that are the result when in some cases the preference is given the
woman:
– The woman is the first to stretch a hand for a hand shake;
– The man is introduced to a woman, and not vice versa;
– In the service car the woman occupies more honorable place and is
the first to take it;
– In office accommodation the woman has the right to accept the
help of the man if it is necessary to move or transfer furniture or
any heavy equi pment;
– The man lets the woman pass.
Thus, belonging to this or that gender imposes on employees of the
organization additional duties on observance of norms business etiquette.
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Chapter 10. ETIQUETTE OF THE WRITTEN BUSINESS
COMMUNICATION
In modern business life there are business letters, letters – reminders, letters – notices, invitations and other similar kinds of
written communication.
In some cases business etiquette recommends to send information only
in written form: for example, invitation to a business reception, congratulation
on anniversary, etc.
Moreover, in some cases this written message can be done necessarily by
hand, for example, expression of the condolence is never printed. Gratitude
for congratulation (on promotion, on the occasion of wedding) is also recommended to handwrite.
So, the minimal list of situations in business life which it is accepted to
accompany with written messages:
– Congratulation (on anniversary, on the occasion of wedding, reception of new service assignment, on the occasion of the won competition, etc.); we shall note, that congratulation on birthday is handwritten only when it is anniversary;
– Condolences in corresponding case (only by hand);
– Expression of gratitude for reception (next day), for a gift, for congratulations (it is better by hand);
– In other similar cases.
The signature under the business letter is always done by hand; the
facsimile in business letters is not supposed, as it testifies the disrespect for
the addressee or the absence of interest to him.
The company respecting itself which feels similar to the clients, to
suppliers and the other correspondents, necessarily uses headed post paper
on which business letters are written.
The post paper should be of high quality and of different format – from
standard À4 up to small À8. Color of paper should only be light: white,
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cream, light grey, etc. On top or sideways of the sheet name of the organization, may be, its emblem or trade mark (verbal form of the trade mark)
should be printed by small letters; in some cases the name and the surname
of the employee, maybe, his position are printed in the same place.
Let’s give now some recommendations under the contents of a business
letters:
– The business letter should be written precisely; phrases should be
read easily, it is not good to use plenty of partici pial constructions,
rhetorical questions, metaphors and other means of expressiveness of
speech. It is recommended to use traditional, classical (from the point
of view of grammar) construction of phrases: subject – predicate –
adverb of place, etc.; minimum of adjectives, almost full absence of
pronouns.
– If some questions are mentioned in the letter, they should be separated one from another by implication.
– Style of a business letter – efficiency, absence of extraneous phrases.
– A business letter should be extremely short, in this case it is better
perceived.
– Grammar (both spelling, and lexicon) should be faultless.
– The short, competent, logical business letter is the sign of respect for
the addressee.
Most frequently the following kinds of business letters are used in business life:
I. CV and the letter with the request for employment. These two versions
of the business letter have an overall aim – to draw attention of the addressee and to wake at him desire to employ you or to antici pate it with one
more stage – personal meeting (interview).
Difference is that the letter is addressed to the certain person who the
decision depends on, and it is necessary to address to him either by the
title (the standard designation of the position): «Mister chairman», or by
the surname: «Mister Smiths». Before to solve the problem how to address in the business letter with the request for employment, the best way
is to call the organization and inquire at the secretary, how the person in
the given position prefers to be addressed.
II. A letter of recommendation. The simplest variant of the letter of
recommendation is the business card of the recommending person with
handwritten lines on it (in the third person): «...Recommends Mr. (surname
of the recommended)»; it is possible to add words «as excellent, diligent,
initiative» and similar adjectives. But the letter of recommendation can be
and more verbose.
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III. Letter – refusal – one more form of written business communication. Letter – refusal is used when it is necessary to answer negatively to
somebody from applicants. It is considered that the formulation: «You do not
fit us» is unethical, though, quite probably, this is the reason of the refusal.
More ethic can be the phrase: «Unfortunately, we have no possibility now to
give you the opportunity of employment by virtue of the following reasons»;
further it is necessary to specify the reason interfering employment objective
enough (for example, impossibility of increase of the staff).
IV. The letter – notice. Organizations especially caring about the clients
(buyers) usually dispatch such letters. The organization informs the latest
news on new kinds of production or services, about opening of new branches,
presentation, about formation of new divisions in structure and, hence, about the
new purposes and functions in the organization, i.e. the purpose of the letter is
notifications basically advertising.
Usually letters are printed; however, apostscri pt with the additional remark can be handwritten. The addressee can regard such postscri pt as not
quite excellent job of the letter’s composers, but can see in the handwritten
postscri pt both special respect, and conscious highlighting of the addressee.
In the case when the letter informs about person’s new appointment, it is
accepted to direct to the given person a letter – congratulation.
Summing up, we shall remind, that the business letter should make
impression of faultlessness in everything:
– Faultless style;
– Faultless spelling;
– Faultless paper which the letter is printed on;
– Faultless font (legible, not fine,
not simulating hand-written, bold enough);
– Faultless arrangement of the text: presence of wide matches, execution «in edge», i.e. without the paragraph as in modern business
circles printing «in edge» is considered more official;
– Pages are numbered from the second one;
– The letter should be short enough – so it is more easily perceived.
The last, that is necessary to tell, characterizing modern business correspondence, is that all letters should be responded even if the answer is
negative or the addressee is at a loss with the answer (essence of the
answer in this case should be such – «...I am at a loss with the answer...»).
Terms of the answer existing in the business world, should also be sustained. Absence of the answer or infringement of terms will be recognized
as inability to run affairs properly, and consequences of it will not be slow
to affect.
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THE FORM OF THE BUSINESS LETTER
The introductory compellation
and the final formula of politeness
The introductory compellation and the final formula
of politeness represent the long established standard formulas, playing in
the letters the same role what expressions good morning and good-bye
play in conversation accordingly. The introductory compellation is located
on the left side of the letter under the internal address, and the final
formula – on right, at the end of the basic text (see a sample). Both
formulas are written on separate lines. Below-mentioned formulas of
politeness are most distributed now in business letters.
1. In letters to firms and the organizations: the introductory compellation:
Dear Sirs
Gentlemen
Compellation Gentlemen is used mainly in the USA.
Final formulas:
Yours faithfully
Faithfully yours
Yours truly
Yours respectfully
Yours sincerely
Sincerely yours
Formula Yours very truly and a number of other formulas is also distributed in the USA. In England the most common formulas are Dear Sirs and
Yours faithfully,
2. In letters to individuals:
The introductory compellation:
Dear Sir
Dear Madam (as to married, and unmarried)
Final formulas:
Yours faithfully
Faithfully yours
Yours truly
Truly yours
Yours very truly
Final phrase Yours truly or Yours very truly which is unusual to the
Great Britain, also is considered less official, than Yours faithfully. Compellation Dear Sir and Dear Madam to individuals are strictly official. However,
if the letter is addressed to a well-known person and does not carry official
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character, then in the introductory compellation words Sir, Madam are replaced with the surname of the person with previous Mr., Mrs. or Miss; the
name or the initials of the addressee usually fall out;
Dear Mr. Duglas
Dear Mrs. Green
Dear Miss Black
In these cases Yours sincerely or Yours very sincerely are usually used as
the final formula.
The letters beginning with the informal greeting (for example, Dear
Tommy), come to the end with friendly phrases, such as With best regards,
With kind regards, etc., frequently in combination Yours sincerely.
In addition to Yours sincerely (Sincerely yours) suitable final phrases
for informal letters are Sincerely, Yours cordially, Cordially yours, Cordially;
With best regard, etc. can precede them.
After the introductory compellation a comma (in England) or a colon
(in the USA), and after the final formula – a comma is put down. It is
necessary to avoid partici pial constructions which are followed by such final
phrases as I am, we are, we remain. Do not write, for example, Hoping you will
agree to our suggestion follow, we... write: We hope you will agree to our
suggestion. Yours faithfully.
For the attention of the certain person
When the sender of the letter addressed to any business firm or other organization, wants, that the letter has been read by the
certain person of this organization or a certain department, before the
introductory compellation (or under it) is put the inscri ption:
For the Attention of Mr. T. Climin
Attention of Mr. T. Climin
Attention: Mr. T. Climin
Such inscri ption is sometimes emphasized to attract attention of the
employee which assorts mail of the given organization, and the letter has
been transferred to the specified person.
The introductory greeting in these cases is always written in plural, i.e.
Dear Sirs or Gentlemen as the letter is addressed to the organization,
instead of to the separate person:
Messrs. S. Black and Co., Limited,
Grosvenor Gardens House 35-37
Grosvenor Gardens London SW1W OBS
England
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Attention of Mr. J: Wood
Dear Sirs,
We have received your letter...
Word Attention can be reduced Att. or Attn.
The instruction on the contents of the letter
Brief instruction concerning the contents or themes of
the letter is frequently stated before the basic text for convenience of the
reader of the letter.
This instruction is usually located between the introductory compellation
and the basic text. It is usually printed by capital letters or underlined for the
attention of the person who separates mail.
If the instruction on the contents is located above the greeting it is preceded with a word (or – or). All words in the instruction, except for articles,
prepositions and conjunctions, are written from the capital letter.
1. Dear Sirs,
Order No. 1765 for «Reward» English Course
We received your letter
2. Dear Sirs,
Refiisai of quotation
Thank you for your letter
3. Dear Sirs,
Re: Letter of Credit No 567/8976
We have received your fax...
In the last example the word Re represents abbreviation of Latin expression in re – on business and means «concerning to, is relative to». Now Re
(or re) in usual trade correspondence in England and the USA goes out of
use and meets alongside with the expression in re mainly in correspondence
of legal character meaning «on business»:
Compare:
Re: Circular Grinding Machine
In re: Brown v. Smith
Appendixes and copies
If any materials or documents are enclosed to the
letter or when the firm should receive copies of documents this is underlined
in the left bottom corner of the form of the letter below the signature.
In the American letters these designations are put directly under initial
letters of the reference.
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Word Enclosure or Enclosures is written, oftener in abbreviated form
Encl. If there are 2 appendixes and more, then their number is underlined.
The following types of designations of the appendix are used:
Enclosure (s)
Two enclosure
Enc (s)
Encs (2)
Encl
Encl (2)
In the instruction on appendixes it is recommended to list sent materials,
in particular when these are important or valuable documents. In names of
materials all words, except for prepositions, are written from the capital letter,
articles usually fall out:
Encl.: Cheque
Enclosures:
Bill of Lading
Insurance Policy
Invoice
Appendixes can be specified by the horizontal line (-), a diagonal hyphen
(/) or a number of dots (...) in the left field, opposite to the line where the
appendix is mentioned, or with the attachment of color labels both to the
appendix and to the letter. The designation of the copy intended to another
person, looks as follows:
ñ/ñ: Mr. Ch. Contran
Postscript
The postscri pt, i.e. a remark in the bottom part of
the letter after the signature, is supposed only in that case when after
signing the letter there was an event on which it is necessary to inform
immediately the addressee or to emphasize any important moment. The
postscri pt begins with P.S. (it is read Postscri pt); at the end of apostscri pt
the signature is put down again.
Letters having continuations
Letters are usually written only on the front sheet of
the form. If the letter is not on the front sheet of the form, it is written on
two or several sheets, and one side of each sheet is only used.
As additional it is recommended to use sheets with the name of the
organization printed in the left top corner, with the space of 1 sm from the
top edge of the sheet; near, in the right top corner, words Continuation
Sheet No should be printed: Under the name of the organization of the
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sender the name of the person or the name of the organization where the
letter is directed to, and also date of the letter are written: Corporation
«Gamma».
Messrs. Durbhi R. and Co., Ltd
Continuation Sheet No 1
21st August, 2000
Many English firms use additional sheets without inscri ption Continuation Sheet No: in these cases numbers of pages are put down on additional
sheets: on the first additional page number 2, on the second – number three,
etc. is put down. Arrangement depends on configuration of the letter. For
example:
Dunkan R.Y. and Corp.
17 May 2001
Page 3
or:
Dunkan R.Y. and Corp. 317 May 2001
In the bottom right corner of each page of the text, including the first, but
except the last, the word Contd (or Cont’d) – is continued is written.
How to sign letters
Power to sign on behalf of firm have the owner,
partners of the joint company, officials of the company and employees who
this power has been trusted to (the authorized side).
The signature on the letter is located on the right side of the sheet
under the final formula. The signature on the letter of the foreign firm or
the organization looks usually as follows.
On the first line under the final formula there is name of firm or the
organization, printed or put by a print of a rubber stamp. It should coincide
precisely with the name of the firm or the organization, printed in the title
of the letter. Under the name the person authorized by the firm or the
organization puts ink signature. As many signatures are difficult for reading,
the name of the person signing the letter sometimes is printed on the same
line or lower. The printed name of the position of the person who has signed
the letter, or the name of the corresponding department of the enterprise
follows further. Separate lines in the signature are not divided by commas.
Chairman, director and the secretary of the joint-stock company usually
sign the current correspondence, for example, so:
Ê. Main and Co., Ltd,
J. Kameron Director
(J. KAMERON)
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Other employees of the company who are entrusted to sign letters, do it
as follows:
For Ê. Main and With, Ltd
S. Harrison
Export Department
Contracts, checks, financial obligations, guarantees and other important
documents should be signed for the corresponding party by lawfully authorized people. At signing such documents before the name of the organization in
signature words For and on behalf of are frequently written. If power to sign
documents is given on the basis of the power of attorney, abbreviation Per pro
or p.p. (per procurationem – from Latin expression «by proxy») is added.
Ê. Main and Co, Ltd
Per pro, S. Harrison
Export Department
There, where it is clear, that the owner of the power of attorney is the
authorized agent of the company, it is possible to do without addition Per pro.
(In the United States there is no signature Per pro.) The Secretary signing the
letter in absence of the boss, can use the following form.
Ñ.Í. Brothnan
Managing Director
Signed in Mr, Brothnan’s absence
Jelly Anderson
Secretary – to Mr. Cfl. Brothnan
When the trading organization in England represents not joint-stock
company, but partnershi p (in this case the word Limited in the name is
absent) each partici pant of the partnershi p (partner) at signing the letter
instead of the surname writes the name of the firm with his own hand
directly after the final greeting:
Yours truly,
JACKSONS and FUNNY
The partnershi p sends the sample of such signature of each partner with
the indication of his surname to the banks and other organizations with
which it has business relations that enables them to determine by handwriting
who exactly from partners has signed the letter or the document.
How to form an envelope
Two addresses are written on the envelope: of the
addressee and the sender. It is printed the same as the address above the text
of the letter (Look at the sample of the letter).
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The address of the addressee is a detailed internal address. Number of the
house is written before the name of the street, and city – after the street.
Above the address words specifying the way of sending are printed in
large, namely: Registered, Air-Mail, Express Delivery, Be Called For (or
Poste Restante).
For example:
REGISTERED
Messrs. S, Black and Co., Limited,
Grosvenor Gardens House 35-37
Grosvenor Gardens London SW1W OBS
England
AIR-MAIL
Gamma Capital International Corporation
856 Sweet Street,
Toronto,
Canada
When the envelope with the window is used then the internal address of
the letter serves as the address on the envelope.
The return address is written in the bottom part of the face sheet of the
envelope or on its back.It is preceded frequently with the following inscri ption: If not delivered, please return to... ». (further is the address of the sender).
If the letter is addressed to the person, whose exact address is not known, it
frequently goes to any organization; from which the given person supports business relationship and which can transfer or send him this letter. In this case
before the name of the organization you write In care of or Care of (in abbreviated form C/o), meaning on care and used in sense to the address, through.
For example, the letter to the director of the Russian enterprise left for
business tri p to England and connected on work with embassy of Russia, can
be addressed as follows:
AIR-MAIL
Mr. L. Panin
Ñ/î The Embassy of Russia in the U.K.,
13, Kensington Palace Gardens,
London, England.
Business correspondence
At drawing up business letters it is necessary to
remember, that under the letter it is possible to judge not only the
person who wrote it, but also the firm he represents. Finally the letter
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can create good reputation to the person or firm, or vice versa, a bad
one. As business letters are usually filed, it is possible, that to your letter
disregarded earlier, can return at viewing filing. Remember, that time
spent for drawing up a good letter, is a well invested stock.
There are certain restrictions concerning style and language of the business letter. Speaking in general, an ideal letter is considered to combine
kindliness and advantage. Such letters give the reader the feeling of sincerity
and friendly goodwill of the person who has written this letter. However it is
not necessary to use excessive kindliness in business letters that can lead to a
boomerang effect and the reader will lose interest to the letter.
Politeness and accuracy are integral in the business correspondence, however
the general tone of the letter can vary depending on its contents. The letters
directed to the important statesmen, applications or job applications should
have more official and valid tone, than the usual business letter.
Each letter pursues the purpose, therefore it should be written in such
language which will promote achievement of this purpose in the best way.
Correspondence between people communicating during some time, can be
less official in comparison to the correspondence between the correspondents
for the first time coming in contact.
The message in the letter should be stated in simple and natural language.
Such phrases and expressions which for a long time have lost any sense are
frequently used in letters. These expressions should be avoided, as they, firstly,
have become outdated, secondly, break clearness of style.
The form of the business letter: on the headed paper of the establishment or the private person, the reference and date, the internal address (name,
titles, post address).
In addition phone number, fax, e-mail address and website, cable address
(it can be in the bottom of the sheet) can be specified.
By the legislation of some countries certain additional information is
required on the form. For example, a joint-stock company with limited liability in Britain should specify names of the directors, address of the registered
office, place of registration and registration number.
References and date
Reference consists of the initials of the executor and
his contact phone. It is possible to use letters and figures designating the
department or sector of the writer, file number, etc. (in the British letters the
reference is usually placed above date, in the American letters it is underlined
in the left bottom corner of the sheet of the letter) for references.
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It is possible to write date differently. In the Great Britain usually the
order is this: day, month, and year (10th of December, 200).
Americans usually put down month, day and year as follows: December
10, 200... (the form December, 10 200... is also widely used in the United
States).
The international organization on standardization (ISO) recommends the
following digital form in such order: year, month and day: 200...–12–10.
Other digital forms as 10–12–19..., 10.12.19..., 10/12/19..., should not
be applied in business letters since they easily could bring mess. (10/12
means on December, 10 or on October, 12).
Internal address (name)
Each firm has its certain name. Private firms belonging
to one person (in the United States named the individual property), can be
registered under a proper name (the name of the founder or the owner) or
under a nominal name (Mother Nature Health Food Store). Typical examples of companies; Brown, Smith and Johnson, Brown and Co, Baker and Son
Green Bros. There are no own names in names of some companies. Names of
the state companies of the Great Britain include abbreviation PLC (plc), and
private companies with limited liability – the word Limited (Ltd). American
corporations have names terminating with the word Company (Co), Corporation
(Corp) or Incorporated (Inc); Pro Ltd (Propriety Limited) means private
(individual) companies with limited liability in Australia and Southern Africa; Pte. Ltd – an abbreviation used by the private companies in Singapore.
Titles
Mr., Mrs., and Ms. are usual polite forms of the compellation. Sometimes instead of Mr. after the full name of the addressee Esq
(Esquire), esquire is put down as the sign of respect (seldom used in the
United States). Plural form Messrs (Messieurs) and madam Mines (Mesdames)
is used when write to two or more men or women, as to individuals or
members of companies. If partners of the company are both women, and
men, the form of compellation Messrs is the most suitable. To firms and the
companies not having proper names in their names, such form of
compellation does not fit. (In the United States it is not accepted to address
members of companies Messrs or Mines, Messrs. Smith and With, etc.)
Other forms of the polite compellation are: The Honourable (American
spelling Honorable, Keverenu). With the polite form Honourable (abbr.: Íîn)
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address to people taking high state position, members of legislature, courts,
mayors and (in the Great Britain) to members of titled aristocracy. It is
followed with a full name of the addressee. If the first name is not known, it is
possible to replace it with Mr. Depending on the rank to aristocracy (peer or
lady) it is necessary to address as The Right Honourable or The Most
Honourable. The Reverend (Rev) is used to address to priests; the full name
of the priest should follow him. For the supreme clerics other forms (for
example, The Most Reverend or The Right Reverend) can fit.
Etiquette also requires that the academic degrees of doctor and professor
(the lowest academic ranks such as bachelor and master are used seldom)
are to be stated in compellation. The owner of the doctor’s degree is addressed towith Dr, or letters specifying his (or her) doctor’s degree in
certain field are put down after the name. If the addressee is not doctor of
medicine, last form is preferable. At the compellation to the person taking
professor’s position, address with Professor (Prof.).As a rule, in the internal
address only one title is mentioned. Exceptions in this rule will be, for
example: The Rev., Mr Baker and Henry Green, Esq., Ph. D.
The titles designating person’s position as Managing Director, President,
Secretary, Sales Manager, are put down below or after the name.
The manager Lloyds Bank; The secretary Smith and Co Ltd
To the registered companies and other corporate bodies frequently address through the official whose name is not mentioned.
Post address
Post address consists of house number, street; district;
names of district, state or province; post code. In the foreign correspondence it
is necessary to add the name of the country of destination (in language of the
country of the sender). If the addressee has a letter box then the number of the
letter box is put down instead of the number of the house and street. When
the letter is sent to temporary address of the person (or a private letter to the
person on the address of the company) abbreviation ñ/î (care of) is used:
Mr Jeorge Broun
ñ/î Hilton Hotel
The post address can contain special instructions for mail and/or addressee.
(By) Air Mail
Express Delivery
Poste Restante
That be called for
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Printed matter
Please forward
To be forward
If undelivered, return to:
Urgent
Personal
Confidential
The letter marked with Personal, should not be unpacked by anybody,
except for the addressee; the letter marked with Confidential, can also be
opened by the personal assistant or the secretary.
Business cards and rules of their execution
The card is widely applied in di plomatic practice.It
is used to establish and to support contacts with the governmental, di plomatic, business and public circles of the country.
It is possible to congratulate on this or that event – national or other
holiday, birthday, promotion, any family event, etc.; to express condolence; to
express gratitude; to establish acquaintance with the card; in the certain cases
it is possible to send the card in reply to the visit; it is convenient to send a
gift, a souvenir, flowers, the book, etc with the card.
In the international practice the following brief symbols expressing this
or that relation of the owner of the card to the person who it is sent to were
established. These symbols (letters of the Latin alphabet) are written in the
left bottom corner of the card:
p. f. – congratulation;
ð. r. – expression of gratitude;
ð. With. – expression of condolence;
p. f. N. À. – Happy New Year;
p. p. – correspondence introduction of again arrived person (instead of
personal visit).The card of the head of di plomatic representation which has
letters «ð. ð.» (pour presenter) written on it, is sent together with the card of
again arrived person which does not have any letters. The answer is given by
the card without an inscri ption to the address of the introduced person;
ð. ð. c. – expression of farewell in connection with final departure from
the country when there is no farewell visit (pour prentlre conde).
In less official cases, depending on the occasion, below, obligatory in the
third person, it is written on the card:
– «Congratulates on the national holiday»;
– «Happy New Year»;
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– «Thanks for attention» (as the answer to the sent souvenir, a gift, etc.);
– «Thanks for congratulation»;
– «With best regards» (at sending of a souvenir, a gift, etc.).
Depending on acertain case other inscri ptions are also possible.
If the card is delivered to the addressee personally by its owner (but
without visiting) it is bent from the right side on all width of the card. In
some countries the top right or left corner of a card is bent. It is considered
rough infringement of etiquette if the bent card is delivered by the courier
or the driver. Not bent cards are preferably to send with the courier or the
driver, but not by mail .
Answers to the cards are given by the cards within 24 hours from the
moment of reception.
On the occasion of national or other holidays and events the first to
congratulate are people (foreigners) working in a host country.
Dense high quality paper is used for the cards. The established size of
the card does not exist. Some people prefer to have the card of the big format,
others, on the contrary, – small. The most widespread size of the card for
men is 90õ50 of mm for women – 80x40 mm.
On the card of the official, in particular the di plomatic worker, are only
printed the name, the surname and position (in the USSR – name, middle
name, surname and position). Phone number, home and work addresses are
not printed.
The card represents the di plomat, therefore it is not necessary to neglect
such trifles, as font, text arrangement on the card, its color.
Cards are used not only by di plomats.They are widely used by businessmen, politicians, journalists, etc.They have almost the same princi ples business cards, as well as at di plomats.The difference is only that, being guided by
business reasons, such people specify position, address, work phone number
on cards.
For convenience in use cards are sometimes done with translation into
foreign language.
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Chapter 11. SOUVENIRS AND GIFTS
IN BUSINESS SOCIETY
In business practice it is often necessary to give and
accept souvenirs and gifts. It improves business ties, shows goodwill and good
relations of fellow workers. What is the difference between asouvenir and
agift? The gift is something given as a present, and the purpose of asouvenir
(souvenir – to remind) – to remind of any meeting or event. Gifts can be
presented by:
– The employee to the employee;
– Colleagues to the employee;
– Employees to the head;
– The head to the secretary;
– The firm to employees;
– The firm to the firm.
In modern business practice it is acceptable to make gifts on certain
occasions: anniversary in business life of the employee; anniversary and
other significant dates in the life of the firm; state holidays (Day of
independence, etc); universal holidays (New year, Christmas) personal
holidays of the employee (wedding, getting di ploma); business meeting
with foreign partners (in this case the first gifts are presented by representatives of the host firm); in other cases.
In business sphere it is possible to use the following things as gifts:
– Notebooks;
– Daily logs;
– Business calendars;
– Pens;
– Ashtrays;
– Badges (in aset);
– Key chains;
– Lighters and other subjects used basically at aworkplace.
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Agood gift is also an engraving, a print especially if their contents remind
about something, connected with the certain date, district, firm, country.
A book (the gift edition) can be a good present and it is fine, if it concerns
interests of that employee who the gift is intended to: books on hunting,
fishery, books with reproductions of pictures of well- known artists, etc.
It is possible to present asmall painting. Usually these are paintings of
young, beginning authors.
A box of expensive sweets is also a good gift.
It is possible to present alcoholic beverages, however it is necessary to
remember, that they should be in thefirm cardboard box. Furthermore, strong
alcoholic drinks cannot be given to women.
Foreign business partners can be presented asouvenir having national
character: Gjel ceramics, etc. The exception is only matryoshkas, as there are
too many of them abroad.
Flowers as agift are always pertinent. In earlier recommendations on
etiquette it was advised to remove the packing from flowers, but today it is not
necessary, as packing often makes with flowers one art ensemble. Besides that,
it’s not convenient to hold flowers, especially roses, for stalks, when packing
removed.
It is very good, if the gift is decorated with the monogram of the firm or
the donative signature, especially if this gift is from the firm to the employee
or employees. The group of the employees wishing to give agift to the
colleague, for example, acup with acover to drink coffee every day at the
workplace, can order an inscri ption on this cup; the inscri ption will remind
of the friendly attitude of colleagues to the person.
It is not recommended to give personal things: li pstick, perfume, atie,
ascarf, etc. Giving watches is not recommended also, as it’s considered to be
abad sign both in western, and in eastern cultures.
The gift should be packed into abox, the box can be wrapped up in
abeautiful paper (or left without it), tied round by aribbon. At delivery of
agift congratulating phrases are said; as asign of respect and special attention the gift is usually handed over by two hands, with easy bow (except
small subjects, for example abox with apen); the gift also is accepted by two
hands.
The person who received the gift should unwrap it, i.e. remove packing
(but not from flowers!), take it from abox, express moderate pleasure, as excessive delights are inappropriate. Then it is possible to put thegift back into
thebox and to put it away.
It is necessary to emphasize once again that it’s most appropriate to
choose a gift which can be used in office conditions.
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Sometimes, at especially solemn occasion, a so-called address, i.e. the text
ofcongratulation signed by colleagues or management of the firm, is attached
to agift. Delivery of the address has usually a solemn character and is dated
for celebrating anniversary of the firm. In other cases too official style of the
text can «be diluted» with some comic insets and all congratulatory text can
have joking character if the gift is devoted, for example, to house warming of
the employee.
The person who the group of employees has charged to choose and buy
agift for the colleague, or the one who should do it on duty (the employee of
legal group), has to solve a rather difficult problem: how much should the gift
cost, so that it carried out the function of thereminder, caused pleasant associations and thus was not a disguised bribe?
If such a gift is handed personally, it is necessary to thank for courtesy,
and then to tell: «Unfortunately, Icannot accept such an expensivegift». If the
gift is sent by mail or delivered by specially allocated person, it should be
sent back with anote of the same content.
However it is possible to recommend an employee who has received
a gift of high cost to address to the direct head. The head can direct the
employee to legal group or address the employee to regulations of the
firm, where recommendations are usually given what to do in such
situation.
In last ten-fifteen years in documents of some firms regulating legal
affair the instruction has appeared that in case of reception of agift of high
cost by the employee, he should not return it to the donator, and is obliged to
transfer it to an exchequer department of the firm, having issued the certificate of transfer.
It is necessary to mention gifts to the firm. They, as arule, should be
supplied with adonative inscri ption (an engraving or an attachment of the
special tablet to agift).
Usually such gifts do not carry autilitarian function, for example abreadboard
model of sculptural image of Bogdan Khmelnitskiy, apicture on which the
building of the firm or aportrait of the head of the firm is represented, etc.
Practically in any firm in thecabinet of the head (or in other offices of managers of the top level) there are special shelves, where the memorable gifts are
placed.Special tablet or an inscription on such gifts specifies, when, who and in
what case the gift has been presented.
Such exhibitions of gifts in thecabinet of the head of the firm or,
probably, in premise specially allocated for it are common for the old,
respectable firms having along history, and serve as asubject of pride of the
management of the firm, and also other employees.
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Special attention should be shown, if the gift is intended for the
international business meetings. The legal group in this case should study
national and cultural traditions of the country partici pating in thebusiness
meeting for which the gift is intended; it is necessary to know thoroughly, what is appropriate and what is not appropriate to give, what the process
of donation in that country from where the businessman has arrived is,
finally, what personal interests of the person for whom the gift is selected
are.Otherwise, adesire to please the partici pant of the international business meeting and to make this meeting less formal, can lead to the
opposite result.
Summing up, it is necessary to tell, that donation in modern business
practice is widespread, however it is strongly recommended for potential
donators to consult to legal group of the firm even if the gift is intended
for the employee and especially when choosing a gift for a foreign firm.
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Chapter 12.
ETHICS OF VARIOUS KINDS OF SPEECH
INFLUENCE IN BUSINESS RELATIONS.
TYPES OF SPEECH INFLUENCE
Ethics and culture of oral speech has a long history.
We shall consider the basic types of modern speech influence in business
conditions noting ethical requirements:
1. Speech of the head (or any other person) at the general meeting,
at session of board of directors, assembly of shareholders with the report
concerning solemn date, a general report or the report on prospects of
work. Preparing to this sort of public performance it is necessary first of
all to formulate the purpose of the performance, for example: informing
about the forthcoming significant changes in the structure, about new
directions of activity, alternative ways of economic and social development, etc. The purpose of performance should be clearly formulated in the
first phrases. However there is a danger, that the audience, having compared the declared purpose of performance and actually stated ideas, can
come to the conclusion, that the purpose is not achieved. Therefore it is
necessary to formulate the purpose of performance carefully, not to give
unreal promises about consideration of questions for which there won’t
be enough time to consider.
The topic of performance, should be relevant for the given audience, to
suit the general program of a meeting, to meet needs and interests of the
people present. It’s not recommended to aspire to consider a big number of
questions even in reports at meetings of a scale big enough (for example, an
annual results report): on the one hand, limitation in time can lead to rather
fluent, superficial statement of the essence and the facts that will belittle their
value in opinion of the present audience; on the other hand, a big number of
questions mentioned by the speaker cannot be perceived, understood and
acquired by the auditory deeply and fully; in this case superficial perception,
distortion and deformation of the information might occur.
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It is also necessary to specify that the formulation of atheme (purpose)
of performance can be given in the non-standard form (for example, comic);
the aim of such submission of atheme isto draw attention of the listeners
from the first minute, to make them interested in the performance.
It is rather desirable, to give abrief substantiation of why it was decided to
choose the particular problem and topic of speech.Participants of assembly,
conference, etc. in this case can establish connection between the given performance and the previous one, and also compare the named theme (purpose) to the
purpose of the meeting declared earlier, to assess relevance of the performance.
Sometimes some introduction phrases are premised to aformulation of
the purpose. This part of performance should be brief as its aim isto concentrate attention of the listeners, to make them listen attentively to the orator.
It’s possible to use not only strict, «official» introductory phrases, but also
humor, playful and ironical ones; however performance shouldn’t be transformed into ashow or buffoonery.
The successful beginning of performance can be considered the keystone
to success – the attention of students is involved, goodwill is won. It is only
necessary to support it with a substantial and convincing continuation.
2. Public speech is a specific form of performance. It’s not widely used in
business life, but still there are some cases when it can occur. Usually public
meetings are devoted to an extremely important, not ordinary event in thelife
and activity of people. The aim of a public meeting isto wake up such feelings
in employees, as feeling of debt or emotional rise. Requirements to the public
speech differ from requirements to the report. The report assumes orientation on business, to acertain «rational» perception in quiet working conditions, while public speech is inverted basically to emotions and feelings of the
auditory, therefore it should be emotional, bright, figurative, clear and at the
same time it has to be brief. Long sentences are not acceptable in the public
p speech as they can cause recession of thelevel of emotional rise of the
auditory and lead to weariness from along emotional pressure
3. A speech at a business meeting can be considered a type of public speech
influence also. As the business meeting is usually carried out to find a solution
to an industrial problem, requirements to the speech at a business meeting
differ from those to a report and a public meeting speech.
At meeting, as arule, several closely connected problems are discussed. The
number of people partici pating in a business meeting is quite narrow, it’s
determined by how much they are involved in considered problems; therefore
there is no necessity to formulate the purpose of speech as it’s determined by
the agenda of meeting and also by the official status of person performing. It is
not recommended to use introductory phrases. Firstly, their densities on time
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spent at a business meeting is higher, than on general meeting which has the
greater duration, and secondly, there is no need to use them as the attention of
the people present sufficiently concentrates on adiscussed.
Performance at a business meeting can take a form of a report, however this
report differs from considered above which is devoted to one question and
consequently the lecturer should consider competence of participants of meeting
of the given problem. Emotional side of the speech should be rather moderate
or absent at all. The report at a business meeting should be more concrete, than
the report at a general meeting.
4. The next forms of public performances can be called public performance rather conditionally. It is a business conversation, when partici pants
discuss the certain problem in which all of them are interested, with the aim
of finding a solution to it. That fact, that each of partici pants of business
conversation can have assistants partici pating in conversation as reviewers,
advisers, in this case is ignored, as they just a kind of continuation of the
person who conducts conversation, i.e.reviewers and advisers partici pate in
indirectly. In such group there is always one employee who has the rights
and powers to make adecision, sign the required documents.
All management relations are realized by concrete persons, and decisions
on all spheres of administrative activity are accepted by concrete people, as
aresult of joint discussions.
It is obvious, that each business conversation influences efficiency of the
organization in general and activity of concrete employees in particular. The
higher the official status of people having a business conversation is, the
stronger will its results influencelife of employees of the organization. Therefore it is necessary to prepare for such conversation carefully. The preparation for conversation has some stages. Not estimating the importance of each
of stages, we shall try to list them, simultaneously characterizing each one.
1-st stage. Definition of the purpose of conversation. Unfortunately, rather
often managers telling a colleague: «it would be necessary to meet, have atalk»,
don’t formulate precisely the purpose of conversation even for themselves and
don’t discuss it with the person with whom the meeting is planned. It is the first,
but not the only mistake made at the organization of business conversation. It is
necessary, first of all for itself, to answer aquestion: why is it necessary to carry a
business conversation what should its result be? The person participating in
conversation who will be the first to define the purpose of conversation, will have
more chances to achieve desirable results, as he has an initiative in definition of
the purpose, achoice of the most suitable time for conversation, aplace and
probable participants. In this case it is easier to supervise both acourse of
preparation for carrying out a conversation and an outcome of the conversation.
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However it is necessary to remember, that the formulation of the purpose of the conversation interesting to one party, might not be interesting
for another. Therefore, suggesting the variant of the purpose, it is necessary
to remember that it should be coordinated to representatives of other party.
If the conversation will proceed at quite high official level, the exchange of
opinions on the purpose of conversation sometimes should be carried out
in written form; then it is easier to think of the formulation of the purpose
and to comprehend it. But if the coordination occurs orally, the formulation
of the purpose of conversation should be extremely brief, clearly understood
and interesting for both sides, taking part in a business conversation.
It’s very important to gain a good attitude of a person to whom you plan to
talk from the very beginning, speaking about the purpose of the future meeting
and conversation.It’s recommended, addressing to the future participant of business conversation (if there was no preliminary arrangement about it), in the first
phrase not to concern directly the purpose of conversation; this phrase should be
introductory, it is to distract the interlocutor from the previous thoughts, to adjust
him favorably to you, to your future words, to draw his attention to what you are
going to tell. Thus the introductory phrase (or two) might not have the direct
relation to the future theme of conversation. In different recommendations on an
establishment of interpersonal contacts advice are usually given how to start
conversation, however to conducting business conversations these recommendations might not be fully applicable. But it’s possible to take advantage of some of
them. So, for example, it is necessary to avoid any expressions which can suggest
an idea, that you, i.e. it is impossible to tell: « Iwas not going to address to you,
but... »; It is better if you say: « Iwould not like to bother you in vain, but...»
Starting a conversation with aphrase « If you are free now, Iwould like... »,
you might hear in response: « Just now Iam very busy»; it is better to say:
« Though Iknow, that you most likely are busy, nevertheless I risk suggesting
that we discuss aproblem...»
2-nd stage. The beginning of conversation. The most frequently made
mistake in the beginning of conversation is following a stereotype of the
person (if the meeting occurs for the first time), his actions oncoming to an
agreement on adiscussed problem (or his prospective actions), features of his
behaviour and so forth.
The second difficulty which can take place and which should be overcome, too, is a suddenly arising hostility to the interlocutor; that can affect
acourse of conversation, being an unreasonable motive.
In the beginning of conversation it is necessary to let the interlocutor
know, that you respect his opinion and knowledge as an expert’s. In the
beginning of conversation it’s a good idea to say aphrase such as « I’m very
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pleased to discuss this problem with you, as you (a variant –I’ve heard a lot
about you as ...) are the leading expert in...».
This phrase shows your good attitude to the partner on business conversation. Thus the favorable for you course of conversation becomes more
probable.
It’s a good idea to make your partner feel comfortable from the beginning
of conversation (to take care about good illumination, comfortable seat, etc.).
However, do not transform business conversation into astream of compliments and small courtesies, otherwise you might look and sound ridiculous.
3-rd stage. Actually business conversation. During business conversation when its purposes are already determined by both partners and the
first «warming up» phrases are left behind, there comes astage of discussion of the basic problems. As a rule, those are the problems of special
character related to certain branches and demanding special knowledge.
Therefore in business conversation often partici pate not only the basic
interlocutors, but also «teams» of experts assisting them.Their partici pation in business conversation may rather vary. If the basic interlocutor
completely trusts special knowledge and competence of the team as well
as apoliteness of everyone, skill to insert a remark, to interfere in conversation in time, not breaking its general course, then the conversation is
conducted not only between two partners on interaction, but thecircle of
interlocutors extends, as «groups of support» of each interlocutor are also
involved. Usually instructions on whether it is possible to interfere in
conversation, how often and in which cases, are given by the manager,
prior to the beginning of conversation. Sometimes the head, not relying
on individual psychological qualities of members of «team» (endurance,
patience, skill to remain externally quiet, etc.), can ask them not to interfere at all or to interfere minimally, not to break afavorable psychological atmosphere of conversation. However he will ask partici pants to
listen to the conversation attentively, to pay attention to the special side
of the affair, to develop the attitude to what the interlocutor says, to be
able to analyze all course of business conversation carefully.
The business conversation at the basic stage is an information exchange.
Therefore it’s important not only to be able to speak, but also to listen.
It is necessary to save the general positive atmosphere. Asking a particular question, it is necessary to put yourself on the interlocutor’s place and to
think: «How Iwould answer this question? Would I like such form of
aquestion or Iwould consider it unacceptable?». Transforming a well-known
old saying, it is possible to give such an advice: ask questions in such form
which you would find comprehensible and acceptable for yourself.
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In no case it is impossible to use in business conversation phrases and
expressions having even aslight sign of aggression or hostility.
Even if the interlocutor uses such kind of statements, you should not
answer in the same way.
It is necessary to remember also that the person who listens to your
speech, perceives it from the positions of his competence, his general cultural
level, education, even his mood, and these characteristics can strongly differ
from yours. It should be taken into account at selection of style of speech for
conversation; sometimes it can be thought over beforehand, having some
information on the future interlocutor, sometimes it is necessary to make
some corrections during the conversation.
Anyway it is important to repeat (after awhile), maybe, in different expressions, your basic ideas, offers, requirements, as even at the highest level of
attention they might be misunderstood by your partner.
It’s a good idea to repeat your basic thesis at end of conversation. Sometimes the conversation stops being quiet and turns into akind of a verbal
confrontation. If the interlocutor started to express hostility, it is impossible to
do the same in response. It is impossible to continue speech confrontation
even if your opinions turned out to be completely different and coming to an
agreement is impossible. Nevertheless it is necessary to finish
conversationpositively, using appropriate benevolent expressions; even comic
tone of speech is welcomed in this case as humor softens everything and
decreases the confrontational character of conversation. It is inadmissible to
confuse your partner with your speech during conversation, the deceit is also
inadmissible. It is impossible hide anything able to affect further your future
relations. Honesty in negotiations with the partner should be the norm in
business conversation.
It‘s important not only to speak, but also to listen during the conversation.
Very often a person, who does not listen to the interlocutor, incorrectly predicts acourse of events, makes wrong conclusions of what the interlocutor
says or slows the conversation down probably causing some irritation of the
partner on business conversation.
One of the most widespread mistakes during business conversation is a
situation when the interlocutor, showing attention to the words of the
partner on conversation, nevertheless does not listen to him (or listens
inattentively) and just waits patiently for him to finish the speech. After
that the «patient» interlocutor repeats the reasons again, not answering on
the reasons just stated by his partner. It is natural, that he feels some
irritation and if it repeats not once, he also wishes to stop the conversation,
without reaching an agreement.
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Thus, it is strongly recommended to listen to the interlocutor very
attentively, not distracting neither on extraneous affairs, nor on considering
of own ideas of conducting the further conversation. It is necessary to listen
catching weak points in arguments of the interlocutor or an opportunity of
successful «joining» of both parties’ intentions, marking nuances in behaviour, reactions of the interlocutor (or his team) precisely and to quickly
«to pick up» those offers of the interlocutor which are of any interest and
are quite comprehensible. Especially attentively it is necessary to listen to
the person not having bases of business eloquence as such people are
inclined to an illegibility of stated ideas, illogicalities and randomness of
reasons and arguments in speech, terminological mess, disability to distinguish important things from minor ones.
Unfortunately, sometimes business meetings and conversations do not come
to an agreement, what is caused by the mistakes made during the conversation.
We list most typical of them:
1. Verbosity, too much information in the speech.
The consequence of that can be the uncertainty of atheme and the
purpose of conversation, absence of precisely formulated conclusions and as
afinal -absence of result of ameeting.
2. Disability to estimate alevel of competence and professionalism of the
partner on business conversation.
If the partner is underestimated we risk appearing in asituation when we
will be considered poorly expert in the given question.
If the level is overestimated, then the partner might not understand
essence of your offers or objections or understand them incorrectly and
make wrong conclusions.
3. Intonation, level ofvoice, alook, gestures, apose of a person speaking can
give to the words completely different meaning: it is possible to soften
sharpness of the formulation with asmile or to give it some comic sense.
Thus it is possible to avoid psychological confrontation and simultaneously
to inform your partner about your serious intentions and firmness of aposition.
4. It is necessary to avoid whenever possible recurrences of the same statements as it usually causes the realized or not realized irritation of the interlocutor.
5. It is not possible to disregard objection of the partner on business
conversation, relying on your objective correctness, value of the statements
and invulnerability of the position.
6. It is necessary to listen attentively to what the interlocutor tells, to find in
his words illogicality, inconsistency, mistakes in arguments, and other weak parts
in acircuit of his reasons and then to specify them to the interlocutor, bringing
him to the idea, that his objections are insolvent, hence, he should agree with you.
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Chapter 13. ETIQUETTE OF THE HEAD
The head of any rank, especially the first person of
the organization, entering into office, should greet everyone, whoever it is: the
security guard, the cleaner who didn’t have time to finish cleaning by the
beginning of the working day, and other employees. The head, the first
noticing and the first greeting somebody from the subordinates is very pleasant phenomenon, and the employee which the head has greeted the first, will
feel gratitude to the head that is apledge of good work.
If the head is in his office, and the visitor enters it, the owner of the
office should rise, button hisjacket (if it was unbuttoned, and it is allowed if
the person sits) and comes out of thetable, welcoming the visitor. The owner
of the office should first give his hand for a handshake (the gender and age
do not matter). It is not necessary to go towards the visitor with astretched
hand as it looks comic.
In no case it is impossible to stretch ahand for a handshake through atable
as it is impolite. This rule is applied not only in office accommodation and not
only for the head, but for all employees and for all kinds of service situations,
for example for business receptions, meetings, conferences, sessions and so forth.
The head -the owner of an office usually offers the visitor to sit down.
The place by a window is considered to be more honourable. The owner
however usually tries to sit opposite to adoor as there might be anecessity
of short dialogue with the secretary or somebody from the employees
appearing in doors of the office. In this case it is enough to head to make a
gesture by thehand meaning «I’m very busy». In acase if the owner of the
office does not see the entrance door, the employee or the secretary has to
pass through the room and to approach the head, to hear all same «I’m
very busy». The whole situation risks to look ridiculous and the head might
seem not very polite towards the employees, as well as towards the visitor.
Let’s stop on one small detail: usually, even in office conditions, the
woman entering the office can choose a place to sit for herself. The owner of
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the office in this case can tell: «Please, sit down, where it is more convenient
for you».
Personal contact of the head, in essence, is reduced to conversation. Conducting conversation demands the ability to express the ideas precisely, briefly, in the ethic form and to be able to listen to the interlocutor.
The head should not interrupt the subordinate, to show so-called lordly
manners. But also from the subordinate it is required to conduct conversation
only on an affair, not spending time of the head in vain.
In general, the skill to conduct a business conversation is necessary for
each employee and we can say that it’s his direct service duty.
If there are also other employees in the office during the conversation of
the head with the subordinate for any reason, they are recommended not to
interfere in conversation. If these employees are specially called by the head
to give explanations to any fact, they should partici pate in conversation only
when they are asked to by the head.
Sometimes the head wants to treat the visitor. Tea, coffee and soft drinks might
be used as an entertainment, but do not forget that the office of the head isnot
aplace for reception. Usually tea or coffee is offered to the visitor in a few minutes
after the beginning of conversation. The batch (cookies, fruitcakes) is given rarely,
and if the secretary has decided to submit confectionery products, they should be
those, that there was no necessity to break or cut them, as thus there are crumbs,
with which both the visitor, and the host don’t know what to do.
The secretary usually organizes the submission of tea and coffee. Usually the
order of submission is set up once for all cases, therefore problems practically
do not arise. Cups and ateapot (or acoffee pot) are placed on atray brought by
the secretary; the cup is filled on 3/4 and is given to the visitor by right hand if
circumstances do not interfere with this, from the right side of the visitor. The
cup is removed also by the right hand and from the left side of the visitor.
If there is more than one visitor in the office, there is the certain sequence
in submission of coffee or tea: firstly to thefemale visitor, then to the male
visitors and finallyto the host. In the same order the used cups are removed.
Sometimes visitors are settled down in the office of the head in such
amanner that it’s difficult to observe the required sequence of submission of
coffee. In this case the secretary is supposed leave atray with cups and acoffee
pot or with the cups filled on atable, in an accessible place, and visitors take
cups from atray. Usually such form of submission is determined by the owner
of the office, telling the secretary: «Leave atray here, we’ll figure it out».
One more reminder to the head characterized an ethical standard: the
head should treat all the employees equally; he should demonstrate the
same attitude to everyone. It’s inadmissible to mark any of employeesby
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aprinci ple of «favorites» to whom everything is allowed: to be late for
meetings without an important reason, to leave during meeting, to be late
for work and not to get remarks, etc. Having «favorites» does not help to
mutual understanding, unity of collective, moreover, it splits the team up,
causes the unethical acts dictated by envy, the mistrust, the hostile attitude,
an inadequate estimation of asituation.
It is bad also «to dump» all flaws and lacks on somebody from employees in collective even if this person really has lacks of work or
behaviour. Certainly, such behaviour will be estimated by the head in
appropriate way, but it is impossible to see him the originator of all
troubles of collective.
If lacks of the subordinate have no direct relation to work, it is necessary to
be tolerant to them and to adjust other members of collective on the same way;
it will help to avoid the probable conflicts and splitting in collective. Thus, the
competent and talented head is democratic enough towards his subordinates,
however is able to hold anecessary distance, not transforming tolerance in
familiarity and does not support roughness, but also does not show tactlessness.
It’s necessary to tell some words about ethics of behaviour of the head
during business meeting.
The meeting should be started precisely in time, not expecting people
who are late, as observation of the rules of meeting, including time of its
beginning is a sign of respect to people present.
Style of carrying out the meeting should be extremely business, the head
should not offer the questions which have been not designated in the agenda
for discussion, to deviate the rules. It is impossible «to press» on subordinates
who partici pate of meeting, imposing to them acertain decision.
Democracy, brevity, efficiency, exact following to the established order,in
otherwords, observation by the head of these requirements will provide ethics
of business meeting.
It’s not recommended to the head to look constantly at thewatch during
the meeting.It makes oppressive impression on partici pants; it might seem to
them that they spend time of amanagement in vain. It is necessary to have a
clock in the room where the meeting is held. If there is no clock for any
reason, and to watch the time is necessary, you’d better take the watch off
and, having put it in front of you to look at it when needed.
It’s unethical of the head to ask the employee who was late on meeting
about the reason of his delay. It is not possible to interrupt the meeting
because of it; and the employee doesn’t have to explain the reason. A business
person will not be late, but if it happened, obviously, there was aweighty reason
for that. However after meeting the head nevertheless can find out, what
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made the subordinated to be late, or at least to rebuke him. The head’s delay
to the meeting is completely excluded from the point of view of ethics.
The head should control himself constantly in contacts to subordinates,
remembering, that each subordinate isnot only the executor of the certain
service functions, but also the person having his interests, his personal purposes, his own opinion on the work, its value and quality. The head should be
respectful to each subordinate, encourage his belief in himself, in his abilities,
in his creative potential.
Good breeding and other necessary qualities, ethic behaviour and acts of
the head can always be seen by the subordinates. The way the head behaves
so, sooner or later, will do his subordinates. Practice shows, that even if in the
group headed by the given head, there is an employee having his own,
individual manner of behaviour, after some time norms of behaviour of the
head and other members of the team will prevail over his personal norms.
Especially it is necessary to mention the etiquette the head of the supreme rank, i.e. the first person of the organization. The head of the organization (the president, the general director, the rector, chairman of board) is the
representative of the whole organization. By his appearance, amanner to
behave, by adegree of performance by him of requirements of business etiquette the whole organization is judged; one small, butunsuccessful detail in
behaviour, one, even insignificant, butunethical act, can spoil impression of
associates about the organization as awhole. Therefore the legal group of the
organization no matter how numerous it is, and the head being the first
person of the given organization, must pay attention to his image.
Clothes, manners, behaviourshould all be faultless. We shall note, that in
most cases the clothes of the person determine his status and as the status of
the first person of the organization is the highest for the given firm, to him are
recommended the attributes of his position: expensive accessories, more confident and resolute manner to behave, etc.
Heads of all ranks should take into account specificity of dialogue with
representatives of mass media. For heads, especially for the first persons of
the organization, it is expedient during communication with journalists to
watch closely the answers to questions, not letting to deform any words,
firmly and resolutely to stop desire arising at some journalists to transform
any message into acertain «hot» fact. It is difficult, as the head simply has no
right to show the immorality, for example, even in such, apparently, innocent
thing, as excessive emotional tone of statements or in an assumption in
speech of slangy expressions even if it is a»departmental» slang.
So, if there are rather high moral requirements to managers of low or
average level the same high requirements are set to the first person of the firm.
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PART III. PSYCHOLOGY
OF BUSINESS DIALOGUE
Chapter 14. PSYCHOLOGY OF SETTING BUSINESS
RELATIONS
What is the art of business discussions and negotiations? Is it a skill to cheat the partner, to convince him to enter into agreement with you, to make him buy the unusable goods? No. This is both art
and science – to understand each other, to create such conditions when the
partner convinces himself that your goods and services are extremely important for him.
Many different people conduct business life. They have different characters, temperaments, experience, ideas. If you understand the partner well, it
means that you know what he actually wants. It is the condition of success at
negotiations. To the one who is not able to get on with people, it is impossible
to be engaged in business or politics because it’s often not the risk, which
might frighten people, but unexpectedness and incompetence of the partner.
Before beginning business conversation or negotiations with the potential partner, it is necessary to make contact with him, having made it as
effectively as possible. It will also be the beginning of business partner
relations. Anyone will succeed in negotiations if he is pleasant to the partner.
People like dealing with those who they like. It will be easier to come to an
agreement if your partner sees that you are a decent, open and friendly
person. It’s not about deceiving the partner, having pretended to be good. It’s
about showing the best positive qualities and intentions at acquaintance and
also while solving aproblem it’s a good idea to consider yourself as apart of
this problem. We should move towards the partner on a kilometer more, than
he moves towards to us – that’sone of the main psychological preconditions
of success. So it is necessary to know and take into account some psychological laws of dialogue. Be yourself. To make good impression people frequently
overlook first precept of dialogue -to be oneself in aspiration. Meanwhile still
Stendhal noticed, that «trying to be yourself is the only way to succeed».
Intention to resemble U.Churchill, Stirlitz and Rambo or M.Thatcher and
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M.Monro can just cause asmile. Imitation always leads to loss of individuality.
The unnatural look and acts can cause only mistrust and repulse. We make
optimum impression when we behave naturally. Image should be based on
your Ego. People, with whom you communicate, should see the real person
that you are, instead of artificial modification of your internal essence.
You will behave more naturally if will develop the quiet attitude to an
outcome of business conversation or negotiations. Get rid of idea that everything – your house, career, the bank account -depends on skill to negotiate.
Any business conversation contains game elements. To play productively, it is
necessary to take pleasure during the game, to test the hunting passion. Excessive excitement can cause nervousness or fear, in result it is easy to tri p on
asmooth spot. Use various means to take off apressure before ameeting.
To look naturally and sincerely, look your interlocutor in the face. Do
not hesitate to show openness, sincerity, asmile. The smile does not cost
anything, but creates much. Certainly, the smile is not your duty, however it
helps to gain good attitude; it is much more difficult to do it without asmile.
Do not forget simple truth: if want to get something, you should be more
open. The best way isinformation exchange. If you show the initiative first, it
will oblige the interlocutor to answer in same way.
Modern business etiquette allows acquaintance without representation by
the third party (recommendations, if they are from an authoritative person,
certainly, increase chances of success). Formulas of acquaintance can be different. It’s necessary to avoid only stamps like «Haven’t we met somewhere?»
Right at the beginning it is necessary to name yourself. It is necessary to
remember about accompanying circumstances. It’ll be difficult to demonstrate your best qualities, if you and are dressed in asweater and worn jeans
while getting acquainted with the respectable businessman in formal conditions.
Think positively and be an optimist. Within long centuries wise men do
not get tired to repeat: «...you are what you think of yourself ». Your life is an
imprint from your representation about itself. People which were successful,
think positively and operate with optimism. These are people of action. They
possess internal relaxedness, aconfident look, aura of trust, readiness for risk
and strongly advanced self-respect. They treat themselves optimistically, and
their confidence is projected on people surrounding them.
Optimism is a key word of any formula of success, including yours.
Optimism is a quintessence of the correct approach to business and the
partner, the general denominator of success of many prospering people.
You can possess remarkable qualities but if you show indecision and
weakness in abusiness life, your advantages will be gone for nothing. The
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fear of apossible failure practically guarantees the failure. Therefore think
positively and believe in yourself and in success. Do not spend force
thinking about possible failure. Concerning businessmen there is no more
powerful force, than the vigorous and self-assured partner. There are fluids
proceeding from each person on the potential partner. They aspire to deal
with the confident, successful person, and try to avoid a loser, even from
superstition. Successful people can suffer failures, however they are able to
overcome them, not losing optimism.
Show confidence, radiate optimism and you will create agood basis for
business contacts to the potential partner.
Show interest to others. It is the best way to cause interest to you. If
you want the interlocutor to attentive to you, be attentive to him. People
are interested in their own life more than in anything else. And if you,
talking to the partner, show an indifferent look and an indifferent expression, waiting the conversation to concern the topics interesting for you,
you can hardly expect anything but the similar passionless and cold
reaction.
Interest to the interlocutor should be sincere. The falseness is always
noticeable. Therefore be attentive to the interlocutor, even physically. Take a
position face to face. Do not avoid visual contact, look in the eyes. Be the good
listener. To be the good listener meansto be able first of all to listen, acquiring ideas and understanding reactions of the partner. Ancient Greek philosopher Zenon said, that «we have two ears and just one tongue so that we could
listen rather than speak».
Listening skill is especially important for people of a high position.
To show, that you listen to the interlocutor attentively, you can do the
following: to lean a little forward; to react on what your partner told by
remarks; to ask questions. From time to time check how precisely you
understood the partner. Repeat his point of view out loud so that he could
confirm or correct it. Thus you adequately perceive ideas of the interlocutor, and he can see that you are attentive and serious about him. The
good impression is made with fixing some of your partner’s ideas on the
paper. The interlocutor, seeing your interest, will involuntarily try to formulate the ideas more precisely. He will necessarily remunerate you for
your attention. Emphasize common moments. Friendly tone causes goodwill of the interlocutor. Therefore under no circumstances (except for
some special motives or tactics chosen on purpose) start the conversation with the disputed moments and disputable themes. You hardly ever
will be pleased if a load of reproaches, claims and suspicions comes down
on you, without any greeting.
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Since the first minutes avoid confrontation. Find common interests. Show
respect. And only then discuss what your interlocutor looks differently at.
Then conflicts will not arise.
Efforts to create atmosphere of trust and goodwill is not waste of time.
When passions begin to boil, probably, only this will keep the parties at one
table. It is no mere chance that businessmen all over the world spend a lot of
time to establish personal relations with the partners: they play golf, have
dinner together, and meet. And when negotiations begin, the major questions
are already found out.
It is the law of psychology and culture of human relations. Nobody likes
the debaters of any occasion, especially on insignificant one. However, as well
as nobody likes the «compromisers». People respect and appreciate those who
have their own point of view and can defend it, but at the same time are
open to change their opinion and are accessible to persuasion and inclined
to learn from others.
If your partner considers he owes everything exclusively to himself, the
simplest way to get from him what you need is to convince him that this is
his own idea.
Express sincere approval. People always try often involuntarily to emphasize their value and importance. Approval of their ideas and acts by
others strengthens them in this. Sincere praise makes for good mood and
vitality.
Expressions such as «You have noticed this very precisely», «It is visible
at once that you do not speak at random», the praise of achievements of the
interlocutor in affairs, in knowledge of foreign language, etc. – everything lays
a good basis for the further relations. Let the partner’s personality at acquaintance appear in all its glory while you will take a supporting role.
It is only necessary to keep two conditions: 1) sincerity (otherwise it is
a cheap compliment or flattery); 2) praise, a compliment and approval
should not pursue the obvious purpose (otherwise it is falseness, what people
sense perfectly). It is necessary to use such expressions and intonations
which have the restraint and tact.
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Chapter 15. COMMUNICATION PROBLEMS
Sources of false perception of other people. It is hardly
possible to find the person who would not make mistakes. The question is that
these mistakes were not fatal and people could learn to take lessons from them.
One of the most serious difficulties in communication with partners is
false, inadequate perception of them. There are few reasons for that.
Other persons’ opinions. Having relied on the opinion of our acquaintances, we risk to be captured by prejudices. It is not important what kind of
prejudices: positive or negative. In one case we can get obviously an unreliable partner, in the second case we can lose a perspective partner. Sometimes it
is difficult to understand if this is someone’s subjective opinion or actions of
competitors.
First impression. First impression can be true. But even a very experienced
person can make a mistake. The desire to orient oneself in the situation quickly
and to understand the partner leads to haste in judgments and to mistakes in
evaluation. There is no doubt it damages our relations with people.
Appearance. Appearance is very important in spite of opinion «Clothes don’t
make the man» or «All is not gold that glitters». Everything: face, figure, clothes
actively influences on our perception. People attractive in appearance are regarded as more interesting, steady and sociable though it is not connected to their
business qualities in any way. Unattractive in appearance people often become
victims of our prejudices and receive unfairly underestimated evaluation.
Other extreme measure is to regard attractiveness with suspicion and to detect
a dirty trick in it. Really, the external shine can hide the poor content, mislead and
finally cause deep disappointment. It’s needless to remind there is no direct
relationship of cause and effect between appearance and business qualities.
Stereotypes. We often sum up people basing on stereotypes – widely
widespread generalizations which are barely connected or not connected to
the reality at all. Objects of stereotypes are gender, nationality, quantity and
color of hair, education or absence of it, etc.
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Examples of stereotypes are various. «A fat person is probably kind».
«A person with narrow li ps is malicious». «A man who wears glasses is
intelligent». «All women who drive are a threat to traffic». «All young people
with long hair are hi ppie».«All financiers are boring in dialogue», etc.These
stereotypes mislead and can cause the loss of the potential partner.
Stereotypes arise because we always search for the shortest way to the
decision, the way of the least resistance. As a result, the person or a situation are
evaluated proceeding not from their valid qualities but from previous experience of the evaluating person.
Stereotypes more often arise with respect to what or who we do not love
or know. They limit the vision of the problem or the person. Worst of
stereotypes is the assumption that we cannot change the destiny. If the person
chooses this point of view, he, as a matter of fact, stops in the development.
Emotional condition. Depending on the emotional condition we perceive the
world and people differently: euphoria promotes the sight through rose-coloured
spectacles; gloomy mood causes black perception; excessive enthusiasm or melancholy can make the person blind. Both conditions are fraught with the inadequate
approach to the partner. The first one is fraught with too complacent approach; the
second with too suspicious and mistrustful one. Its result is underestimation of
difficulties and possible reefs or loss of potential opportunities and partners.
Barriers and mistakes of communication
Communication with business partners often turns
inefficient for rather simple reasons:
– We are upset about something;
– We do not try to see interesting what we are being told about;
– We are lazy;
– We are tired.
However, there are not too obvious barriers and mistakes of communication.
Excessive shyness. It is normal to want what you want. Desire is not an
attribute of egoism yet. Many people feel awkwardness when they should ask
for something as if they want more, than they have deserved. As a result the
interlocutor gets the initiative instantly. However you will reap results of the
deal when everything has been already behind. Therefore try to receive
everything what you dream about.
Excessive dedication with ones’ own speech. «Conversation is a competition
in which the first who holds his breath is declared the interlocutor»
(R. Bolton). Such approach, however, can discourage even a very active interlocutor from talking. To be excessively busy with one’s own speech is a wide315
spread phenomenon. For this reason, probably, there is no surprise for us if the
partner does not remember anything what we were telling him earlier.
Unreasonable interrupting. The interlocutors are often interrupted without any necessity by people who have higher status: chiefs, teachers, parents.
Men more often interrupt women. In such situation communication turns
into the struggle of interlocutors for domination of one over another. Any
business relations where one party dictates another will be useful for neither of them because such relations cannot exist for a long time.
Passive behaviour. Communication is an active process that requires
attention to what the talk is about, efforts and concentration on the subject of
the conversation.It assumes active partici pation in the conversation.Otherwise effective dialogue is impossible.
Being absorbed by oneself, with own experiences and cares. People who are
anxious with their health; dissatisfied with the new expensive purchase; getting
married; inspired with the new business idea, etc. often hear what they want to
hear and do not react to reasonable criticism and valuable suggestions of interlocutors or business partners. It happens quite often in the critical moments of
life when it is especially necessary to listen to the opinion of sensible people.
Strongly formed opinion. The poster in one police chief’s room said: «Don’t
confuse me with the facts as the decision is already made». Only a very selfconfident person can hung up such poster. It is very difficult to fluctuate his
opinion, and the desire to communicate with such people quickly disappears.
Low communication culture. The person gets any skills, including the skill
to communicate, following the example or imitating others. Family or environment with low communication culture brings up bad habits: aspiration to
«talk partner down», propensity to hasty conclusions, interpretation of interlocutor’s silence as approval, etc. As a result during communication there may be a
situation like following: «If you found yourself in swamp with crocodiles it is
difficult for you to remember that you were going to drain it».
Super emotional reaction. During communication the partner can criticize us, express his emotions roughly. Probably, it will not bee too pleasant
for you but, however, it would be a gross blunder to react very emotionally (if
it is not a well deliberate device). The criticism from the partner can be quite
rational, and he does not intend to offend you personally with his emotions.
Your super emotional reaction will give the basis to regard you as the person
who is unable to apprehend criticism or to keep negative emotions in. Such
reaction is can discourage the partner to deal with you.
Inattention to the interlocutor, ignoring his opinion. It is hardly necessary
to make comments on such approach. Your inattention to the partner will
return to you with boomerang.
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«Jumble». There are two variants of the «jumble»:
à) if there are many speakers, many collateral ideas and facts, secondary
information, as a result the main line of conversation is lost and
indiscernible;
b) if there are critical words that upset the partner. In business life,
«communication» according to the princi ple «you are the fool» or
«mixing apples and oranges» is quite inappropriate and can only
destroy partner relations.
It is possible to determine barriers of communication at the level of
speech expressions and phrases. Every time, we tell these or such judgments,
we create difficulties in mutual relations with the partner. The following
barriers of communication can be singled out at the level of certain expressions:
– An order, an instruction, a command (for example: «Repeat once
again!»; «Speak slowly!»; «Do not speak to me in a such way!» etc.).
– A warning, a threat, a promise (for example: «If it is repeated once
again, it will be all over with you»; «Calm down, and I shall hear out
you willingly»; «You will be sorry if you do it», etc.).
– A lecture, a direction on expediency (for example: «You should»; «It
is wrong»; «You should not act so»).
– Morals, logic argumentation (for example: «At your age I did not
have even this»; «You have been charged to do it so it is your
problem», etc.).
– Censure, criticism, charge (for example: «It is silly you have done»;
«I cannot argue with you any more»; «But I warned you that it
would happen», etc.).
– Abuse, unreasonable generalizations, humiliation (for example: «The
cretin!»; «You cannot ever be charged with something»; «All women
are...» etc.).
– Clearing up, interrogation (for example: «Who has advised you?»;
«What will you do next time?» etc.).
– Going off a problem, distraction attention, a joke.
All these reactions are destructive for business communication. They
disturb the interlocutor and way of his thought. The majority of them means
desire to change the way of the partner’s thought or to change him. They
force to resort to defence or to get irritated. As a result the interlocutor starts
to persist in his point of view or aspires to keep his thoughts and feelings
instead of opening them up. We create such barriers most likely by virtue of
the habit than deliberately. But there is one result: we do not hear what we
are being told about.
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Chapter 16.
TECHNIQUE of STATEMENT of QUESTIONS
An effective way to get information is to ask questions.
Questions are «windows» through which it is possible to see what the partner has in the back of his mind. Even direct questions «What are you
expecting from these negotiations? What are you seeking after?» can clear
up partner’s interests and elaborate the exact line of conduct.
To formulate questions correctly is an art, which requires efforts to
become proficient at. Question to the priest «May I smoke during a pray?»
will be undoubtedly refused. And there is another formulation: «May I pray
during smoking?» In this case it is practically impossible to refuse it. If you
ask somebody being late for work «Tell me, what time is it now?» you want
to express censure or to remind who is the boss here. But if you ask: «You
have got a problem – can I help you?» it will be interpreted quite differently.
If the book seller when the mistress has hardly opened the door inquires,
«Would you like to buy Brockhaus and Efron»s encyclopedic dictionary?» he
will get a refuse. The question «Has your family schoolboys?» is more perspective as it attracts the attention and makes think at least.
It is necessary to put questions carefully and correctly in order to antici pate undesirable emotional reaction. Avoid questions such as: «What will
you say for your justification?» The formulation «What do you think about
it?» is more successful as it opens an opportunity for discussion. Sometimes
it is useful to explain why there is a necessity to ask this or that question. In
this case you will not find yourself in an awkward position.
Do not put loaded questions or such which are easy for being turned
against you. Carefully select intonation and verbal form because questions are put
not to achieve doubtful advantage over the partner but to receive the information. Therefore, before asking a question, think how interlocutor will interpret it.
The responsibility for correctness of perception rests with the one who asks.
The question is not only an interrogative statement but this is the
statement of a problem. In an impasse the following statement will be
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constructive: «Perhaps it is useful to postpone this question till the best
times and to try to solve another question of princi ple».This demonstrates
readiness to concede in order to advance negotiations, highly tactful way to
persist the opinion and at the same time to show flexibility. Similar statements are also such ones: «If you are less emotional, I can understand you
better» or «If you reduce your requirements a little, I shall make all efforts
to convince all interested people to meet them».
It is known the case when the lawyer of the company has ruined
negotiations because of the unlucky usage of words «happy» and «rich».
When he has declared, «The conclusion of this transaction will make you
rich and happy», he has provoked burst of indignation of his well enough
happy and rich interlocutor. If this lawyer had used a comparative degree –
«happier» and «richer», he would not have offended interlocutor’s pride
and would not have broken negotiations.
A correctly put question promotes clearing up of positions and the
points of view; management of the course of conversation; decision that you
need. Let’s research these opportunities in detail having considered various
types of questions.
Introductory questions. A skillfully put introductory question is a good
beginning. The partner of negotiations gets at once interest in, condition of
positive expectation. For example: «If I offered the decision of the problem
would you find 15 minutes for me?», «Will you allow me to offer the
decision of the problem?», «If I offered some ways of the profitable money
investment and getting profit practically without any risks, would it interest
you?»
It is hardly necessary to explain that such questions impose high responsibility. Adequate offers should follow them and must correspond to the
contained promise but not just desire to put off uninteresting goods or
services upon partner who agreed to listen to you.
Information questions. They promote getting information. They are always
open questions, they require extended answers instead of simple «yes» or
«no» for example: «Why...?», «How?», etc.
Control questions. It is necessary to put such questions to find out
whether the interlocutor listens to you, understands or simply assents to.
«What do you think about it?»
«Do you think the same?»
«Don’t you consider that the question is about a worthy business?»
According to interlocutor’s reaction you will understand whether he
follows the thread of your thoughts. If answering the control question
you expose misunderstanding, it is necessary to come back a little.
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Questions for orientation. They are put to determine whether the interlocutor is going on to hold earlier stated opinion or intention. Among the
elementary questions for orientation are:
«Have you got any more questions on this theme?», «What is your
opinion of this point?», «Have you understood what aim we pursue?», «And
what conclusions have you come to?»
Let the interlocutor speak out, do not hurry him. He should concentrate.
Be sure to ask questions for orientation if you tell about new kind of the
services, the new goods, etc.
In the course of the answer you will notice what the interlocutor has
understood and whether he is ready to agree with you.
Confirming questions. They are put to attain the greater mutual understanding. They are formulated so that to achieve the necessary answer and if
the interlocutor has agreed with you five times, than for the sixth and
deciding question it won’t be so easy to object to. Meaningless Englishmen’s
conversations with each other about weather are of this kind. If there is
mutual understanding on this question, it is easier to pass to the decision of
other questions. Insert confirming questions in conversation and with their
help stress what unites you but not divide.
«You hold on opinion that..., don’t you?», «You are sure too be glad
that..., aren’t you?», «Don’t you think that..., do you?»
Acquainting questions. They are to acquaint with the interlocutor’s opinion. They have open character.
«Are you satisfied with our services and how long do you use them?»
«What effect do you expect from realization of this project?», «What are
your purposes?»
Alternative questions. They give the interlocutor an opportunity of choice.
The number of the potential variants contained in the question should not
exceed three. Alternative questions imply prompt decisions. The conjunction
«or» is more often the basic component of the question.
«What term of discussion suits you most of all – Monday at 12-00, Wednesday at 14-00 or Thursday at 15-00 (conditions, term, place, color, etc.)?»
One-pole questions. It means repetition of one interlocutor’s question by another interlocutor as a sign that he has understood what the talk is about. The result
of the one-pole question is double: the interlocutor has an impression that his
question is correctly understood and the person who answers (who repeats the
question) gets an opportunity to think over the answer more carefully.
Provocative questions. They are some kind of challenge, instigation. Sometimes it is necessary to find out the true partner’s purposes and the real state
of affairs.
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«Do you really consider such statement of affair can secure us against
troubles?», «Are you sure you are able to sell this product at such price for a
long time?»
Concluding questions. Their purpose is to finish conversation. But at first
it is useful to ask 1-2 confirming questions, accompanying them with a friendly smile and, if it is possible, with approving nod of the head.
«Have I managed to convince you of this service’s benefit for you?»,
«Have you as the expert noticed how this decision (offer) is effective is
effective?»
Then without additional transition it is possible to ask concluding questions.
«Which variant – A or B – suits you more?» «For what term would you
like to conclude the service contract?»
Any serious conversation demands not less serious preparation. Fix the
most important questions which you are going to clear up and ask the
partner. Beforehand define how you should begin conversation. What arguments should you adduce? What objections are possible? How is it real
to disprove them? What final arguments should you adduce?
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Chapter 17. NONVERBAL COMMUNICATION
IN THE COURCE OF BUSINESS
CONVERSATIONS AND NEGOTIATIONS
Nonverbal communication is gesture language that
includes such forms of self-expression which are not based on words and
other speech symbols.
Our idea about nonverbal communication is reflected in the language. We
say, the person «beams» with happiness, he «stood paralyzed» or «frozen» in
fear, he is ready «to burst» with malice, «trembles» with fury, «bites li ps» with
lack of self-confidence or nervousness, etc. People’s feelings are expressed
with means of nonverbal communication.
More than half of the volume of interpersonal communication falls on
nonverbal dialogue. Mimicry, poses, gestures always frankly express feelings
and condition.
To communicate effectively means also to understand language of nonverbal communication.
It is necessary on several reasons. In the first place, words are not always
possible to convey what it is desirable. That is why sometimes we also say, «There
are no words», «I cannot put it into words», meaning complexity and depth of
feelings that fill us. In the second place, language of nonverbal communication
can tell what the interlocutor thinks of us in reality. It spontaneously and
unconsciously «promotes» information leakage by means of poses, gestures, rhythm
of movements, etc. Besides, the knowledge of this language shows how we are able
to be self-controlled.
Politicians, diplomats, scouts, businessmen thoroughly study language of
mimicry and gestures to understand partners adequately and at the same
time to avoid information leakage.
Psychologists have established that women know language of nonverbal
communication better. They are more exact both in transfer and in perception of others’ feelings that are conveyed by means of nonverbal communi322
cation. At the same time men who work with people: teachers, actors, businessmen, psychologists are capable to cultivate skill to read this language well.
Sensibility in perception and understanding the language of nonverbal
communication is developed by experience and age. Key categories in this
subject are the interpersonal space, visual contact, hand shake, sight, poses and
gestures.
Interpersonal space. Interpersonal space is the most important factor of
nonverbal communication. Our idea about it is reflected in daily speech so we
say «to stand off», for example, the authorities, or «to keep closer» to those
we are interested in.
The general rule is the more partners are interested in each other the
closer they can be regarding each other. However there are certain norms
and rules, which should be taken into account at interaction with the interlocutor. Each person has his own space, and to break it in certain situations is
to damage business.
– Intimate distance is up to 50 centimeters. Close people only
communicate this way.
– Interpersonal distance is 0.5–1.2 meters. It is optimum for conversation
of the friends, acquaintances, informal dialogue of colleagues.
– Social distance is 1.2–3.7 meters. It is expediently for social, business
relations. The top limit corresponds to conventional relations.
– Public distance is more than 3.7 meters. It is used during appearance
in an audience.
Excessively close or far distance can negatively affect dialogue, negotiations. The closer interlocutors are to each other the more difficult it is to
keep visual contact and the less they should look against each other as a
token of mutual respect. At distance it is easier to look against each other for
a long time, and it is possible to use gestures for keep attention.
These rules vary depending on age, sex, culture. So children and old men
try to be closer to the interlocutor. Teenagers, young people, middle-aged
people hold the certain distance. Women try to be closer than men.
People’s status influences the interpersonal space. Those who have higher position or powers are hold at the greater distance than people of the
equal status. It is also necessary to take into account national and regional
traditions. Inhabitants of the countries of the Mediterranean, Latin America
will come up to the interlocutor closer than inhabitants of Scandinavia or
Northern Europe. Conversation over the table has more often official character. It will be more confidential if the office’s owner rises from the table and
sits next to the interlocutor even for a short time. The best seating of participants during negotiations, meetings, sessions and business meetings is around
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table.It allows creating the atmosphere of equality of all partici pants, their
partici pation to common business.
Visual contact. The information can be passed from one partner to another and perceived exactly with the help of eyes. Besides visual contact
allows creating necessary atmosphere during negotiations. Therefore it is
important to control the sight and visual contact as a whole.
Condition of creation of good relations with the partner is to support
eye contact during 60-70% of communication time. The partner unconsciously starts to distrust the interlocutor that meets the partner’s sight less
than third of this time.
The sight should concentrate on an imagined triangle in the interlocutor’s face. Its top is in the center of the forehead, the basis is at the level of
the partner’s eyes.
To control emotions, gestures, and poses is possible, but it is practically
unreal to affect eye pupils’ reaction. They involuntarily dilate if the person is
joyfully excited or satisfied, and get narrow if he is angry or is in a gloomy
mood. Skill to notice these details is the key factor of the skilled businessman to influence the course of negotiations or communication as a whole.
Visual contact is easier to support in pleasant conversation, and we avoid
it in unpleasant conversation. In this case refusal of direct visual contact is
expression of politeness and understanding of interlocutor’s emotional condition. The gaze can stir up indignation and is perceived like intervention in
personal emotional experiences or animosity.
As a rule, in rivalry situations people avoid visual contact so it is not understood as expression of animosity (it is no mere chance that it is not recommended to look at the eyes of predators and also aggressive drunk people).
Hand shake. Hand shake is indispensable attribute not only of business
but also of daily communication. In an antiquity a hand shake showed absence of weapon. Hand shake can tell about many things: as a rule too damp
hands are evidence of nervousness; cold hands are evidence of illness; cold
fingers are evidence of bad heart work; short, languid hand shake of dry
hands most likely means indifference; longer one with a smile and a warm
sight means friendliness.
The person holding out his hand palm down shows, more often unconsciously, aspiration to predominate, to rule over and to be superior to the
interlocutor. The palm up is the evidence of trust, openness or desire to give
the initiative.
If partners’ hands are in identical and equal position, hand shake means
that both of them feel respect and mutual understanding to each other.
Both the greeting of the partner with the straight, not bent hand and hand
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shake showing power (palm down) are an attribute of disrespect to him. Its
purpose is to hold certain distance and to remind the partner of his place.
The strong hand shake accompanying with a fingers’ crunch is peculiar
to the aggressive, rigid person.
It is possible to neutralize dominating or «remote» hand shake in several
ways. If you take the «masterful» partner’s palm down, take the right foot’s
step forward, then rearrange the left foot forward to the left and stand before
this person at the left this way intruding into his personal zone. Having
slightly turned to the left, you find yourself at an angle to the partner, and at
this moment it is simple for you to level posture of hands or to turn the
partner’s hand.
Another way is to embrace the partner’s hand by a wrist from above and
then to shake it. It makes you the master of the situation as you gain over
the partner’s hand. However at this situation it is necessary to be careful as it
can confuse the person with imperious intentions and powers.
The greeting with both hands expresses sincerity, trust or deep feelings
to the partner. For demonstration of these feelings left hand is used, which is
put on the partner’s right hand: if it is put on an elbow, it is the evidence of
the greater favor, than if the wrist is grasped. The hand on the partner’s
shoulder means more deep feelings if hand is on a forearm.
However the touch to a shoulder, a forearm or a wrist is intrusion into
personal zone. It is possible only between people feeling high emotional
enthusiasm at the moment of the hand shake. If this feeling is not mutual or
the initiator has no special bases for such greeting, the partner can feel
mistrust and suspiciousness to such demonstrative gestures and intentions,
and as a result it can be political failure or a lost deal.
During greeting it is not necessary to hold partner’s hand in hand for a
long time: he can have sensation of getting into a trap that, naturally, causes
irritation.
Look. Nothing possesses the greater force of expressiveness than the
face that is the main in expressing feelings and mood. Positive emotions
(happiness, love, surprise, delight) are the easiest to identify on the face;
negative ones (sorrow, anger, disgust) are more difficult to identify. Communication will only win if you keep negative emotions in and are not
ashamed to express positive ones. It is always more pleasant to deal with the
cheerful, optimistic partner rather than with gloomy one.
The man’s face is asymmetrical: the left side reflects emotions more
than right one. Therefore, if there is the need not to show feelings and mood
too much, it is possible to turn gently the right side of the face to the partner.
Smile on your face, perhaps, is the most universal means promoting
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development of relations. We smile not only if we are glad to something but
also because it helps us to feel more confident and independent. On a meeting
the smile promotes a tension reduction and more unchained and quiet dialogue. This smile means friendliness and a favor.
The smile as well as all means of nonverbal dialogue expresses a lot of
nuances of experiences. There are friendly, affable, ironic, derisive, fawning,
contemptuous smiles and other kinds. Even the same smile can mean various shades of feelings.
Following a rule to smile more often it is impossible to forget that the
smile should be adequate to a situation and not cause the partner’s irritation.
The success is brought only with a fair, sincere smile but not false. There is no
contradiction for a suitable smile.
People feeling independent can smile, which disarms and relaxes the partner.
Poses and gestures. Poses and gestures are evidence of many things:
purposes, feelings, age and even partner’s nationality. They can be a sign of
interest, indifference or the end of a meeting.
In business practice, especially in practice of negotiations, some basic
groups of gestures and poses can be singled out that reflect various moral state
or partners’ purposes.
Gestures of openness. They are evidence of interest, partner’s sincerity, his
favor and desire to speak frankly. These gestures are «open hands» and
«unbuttoned jacket». The gesture «open hands» (one of the partners holds out
his hand towards the interlocutor with the palms up) shows desire to meet
partner and to get into contact. This gesture is characteristic for children that
are proud of the successes or want to assure of their sincerity.
«Unbuttoned jacket» is also a demonstration of openness, favor and relax.
Sometimes a jacket may be even taken off that is quite allowable. Partners in
the unbuttoned jackets reach an agreement easier and more often than
partners who have not unbuttoned their jackets.
When there is obvious opportunity to reach the agreement and the
impression of fruitful cooperation is created, partners undo their jackets,
straighten feet and move forward to the interlocutor.
It is also useful to use these gestures at the beginning of conversation to
create the atmosphere of openness and trust and to induce your partner to this.
Gestures of thought and evaluation. They reflect the state of meditation
and striving to find decision to a problem. The pose of «Thinker» of
O. Rodin («hand at the face») is the evidence of reflection on interested
circumstance. Touching the bridge of the nose with closed eyes shows deep
concentration. Scratching of a chin means being busy with the process of
decision-making.
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Gestures of doubt. These are touching the nose; easy rubbing; scratching
under ear’s lobe or side part of the neck with the right arm’s forefinger. If
fingers are along the cheek, it is a positive doubt, in this case it is necessary to
reinforce the arguments.
Gestures and poses of defense. They are evidence that the partner feels
discomfort, danger or threat. The most widespread gesture of this group is
folded arms.
Simply folded arms mean defensive or negative interlocutor’s state. This
gesture has some meanings: a) he has his own business; b) he has asked
you about something, and you tell about your own; c) you put pressure on
him (gesture means: carefully, do not touch; leave alone); d) skeptical attitude to the offered idea; e) «no», refusal. In this case you should differently
regard what you do or tell, else there is high probability the partner gets
away from dialogue. If someone in group folds his arms in a defensive pose, it
is quite possible to expect other members of group follow his example.
Sometimes this gesture means only calmness, but it happens in cases if
dialogue does not have tension character.
If fingers of the interlocutor’s folded arms are made fists, it means his
animosity or an offensive position. In that case it is useful to slow down the
speech and movements as though offering the interlocutor to follow your
example. If it does not lead to success, it is necessary to change stresses or
conversation theme.
If hands of folded arm’s strongly clasp shoulders, it is the evidence that the
partner keeps negative response for the interlocutor’s position. Such pose is
quite often accompanied by the cold, screwed up sight and ironic or feigned
smile. It bodes no good: the interlocutor is convinced that he is right, hardly
controls himself. It is necessary here to use measures decreasing tension: to open
hands, to undo a jacket, to smile, joke, consider a problem with other aspects, etc.
Arms folded on the breast with thumbs vertically put out mean either a
negative attitude or feeling of the superiority. This gesture can be accompanied with rocking on heels.
Gestures and poses of confidence. These are crossed legs; hands which
are clenched into the lock behind a back (it is necessary to tell this gesture
from another one – «to put hands behind a back and clasp a wrist or an
elbow and a forearm», that expresses wish for pulling oneself together);
putting hands behind the head. The latter gesture is not too correct, and
many people do not like if it is showed them. For its neutralization it is
possible to ask the interlocutor to specify some details, to clear up vague
moments, to make him change the pose by showing any object or the
document on distance.
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Gestures taking time. These are constant putting off and on of glasses;
wi ping of lenses; slow and careful lighting cigarettes or tubes up; walking in
front of the partner. If you see one of these gestures right after you have
asked the interlocutor about his decision, it is the best way to expect the
answer silently. If the partner puts on glasses again, it means he wants «to
look at the facts» once again. «Walking» is a positive gesture: the interlocutor
tries to solve a difficult problem or make a difficult decision. It is not necessary
to disturb him with talks. It can break the course of his ideas and impede
decision-making.
Gestures of suspiciousness and secrecy. They mean mistrust to the partner,
doubt about his case and desire to hide any information. The interlocutor
automatically tries to close the face with hands, rubs his forehead, temples,
chin; he tries not to look at the partner and involuntarily looks aside. Also a
sign of secrecy is the artificial, insincere smile at the moment when he is
made obviously hostile or protects himself.
Gestures of disagreement. Otherwise they can be named gestures of
ousting: if the interlocutor disagrees with the opinion of partners, but he
doesn’t tell his opinion, he makes trial gestures, for example, picks nonexistent fibers from clothes up. The person that picks fibers up usually
sits turned away from others and looks aside or at the floor. It is the sign
your interlocutor does not like everything that is being spoken about
and is going on, even if he agrees with everything in words. Ask him to
tell his opinion. If after that he continues to pick fibers up, then show
gestures of openness and ask directly about those objections that he does
not dare to state.
Smoking. It is an external display of internal misbalance or the conflict, it
is one of the ways to reduce nervous tension.
Pi pe-smokers are most likely not prone to make hasty decisions. They
require more time for decision-making than smokers of cigarettes. «Smoking
pipe» ritual often begins if the intense moment of negotiations comes.Smoking
of a cigarette is also the way of the tension reduction and allows to take time.
However smokers of cigarettes make decisions faster than smokers of pi pes.
The direction that the partner puffs the smoke to shows his attitude to
the situation – positive or negative. If the interlocutor is positive, confident
and self-satisfied, he puffs smoke upwards all the time. If partner has negative,
reticent or suspicious mood, he puffs smoke jet downwards. The smoke jet
downwards from the corners of the mouth is the evidence of more negative
and latent attitude.
Constant shaking ashes off the end of a cigarette into the ashtray shows
partner’s intense moral state and probably, it is necessary to calm him down.
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Smoking cigars is often used as means of demonstration superiority and
financial well-being. Cigars are more often smoked at solemn meetings. No
wonder that people smoking cigars always puff smoke upwards. If you offer
your smoking partner expensive cigars, you show respect to him, let him feel
his significance, put him in a good mood. This quite enters into your intentions
if you are interested in success of business conversation or negotiations.
Nonverbal behaviour includes not only distance but also people’s
mutual orientation in space: friends are close to each other, partici pants
of business conversation are across the table corner, competitors are across
the table.
People’s mutual relations are expressed not only in space but also in
time. The way the person uses his own and others’ time is an important
social sign. Respect for another person is shown with accuracy, punctuality
of behaviour because to make another one wait means to declare the right of
disposing of this situation naturally or involuntarily. Factor of time is very
important in that society where «time is money»; therefore it is important
not to waste time. In particular it is also necessary to search businessmen for
a source of punctuality.
There are rules of interaction and it is necessary to know and carry them
out depending on what seats at anegotiating table participants of the dialogue
take.
Shape of the table influences the psychological climate too. So, a square
table promotes creation of rivalry relations between people that have equal
position. Square tables are good for short business conversation or to emphasize relations of subordination. In this case relations of cooperation are
established more likely with that person who sits at the table next to you.
The person who sits to the right of you is more attentive to you than that,
who sits to the left. The maximal resistance will be made by that person who
sits directly opposite to you. At the meeting of people of the identical social
status predominating place at the rectangular table is the one taken by the
person whose face is opposite to the door. A round table creates atmosphere of
informality and ease, and at such table it is better to conduct conversations
for people of the same social status.
Thus, square (or rectangular) table that is usually a working table is
used for business talks, negotiations, briefings. Round table is more often
used for creation of easy, informal atmosphere and is good if you need to
achieve the agreement.
It is necessary not only to choose correctly the shape of the table but also
to be able to make your interlocutor take the seat so as to create the
maximal psychological comfort.
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Some practical recommendations
– As a rule people with benevolent, fair and confident
image are popular, favorite and confidently advance to the top of the career.
But people that give signs of weakness or ambiguous ones (for example,
artificial, false smile will at full indifference) are not held in respect and are
capable to reduce the partner to the state of aggression.
– Keep strictly to the schedule of the arrangement. Thus you let your
partner know you are a reliable person.
– Communicating with the partner it is important to keep calmness,
composure and concentration combined with the skill to relax and
reduce tension quickly. Do not come to negotiations in a nervous,
restless or absent-minded state. Before entering the partner’s or
chief’s study think of your strong qualities. You will feel slacker as
body language and emotion are in close interrelation. The correct
carriage and an easy smile have an influence upon your confidence
and your partner too. Nonverbal components are very important at
the outset of dialogue. The interlocutor pays attention not only to the
appearance but also to the pose, sight, and smile. Nothing significant is
said but first impression of the partner is already made. Psychologists
say that it is necessary 2–4 minutes for partners to form images of
each other.
– At once show your interest in forthcoming conversation or
negotiations. Show your readiness.
Nonverbal means of increasing the business status
It is very important to have high authority in the business partners’ opinion. Certainly, you will achieve it during interaction with
them and with the effective professional decisions, practical acts. However the
certain results in increase of the business status and psychological influence
upon the partner can be achieved with the help of nonverbal means, such as:
– Change of the shape and placing of an armchair. (The height of armchair’s
back psychologically influences upon the interlocutor; whirling armchairs
give more freedom and authority than chairs on steady legs especially
when there is pressure being put. If you locate the interlocutor’s chair
across the table and as far as possible from the table, you put pressure
upon the interlocutor: the chair is within social distance that reduces
the interlocutor’s status);
– Lower armchairs, chairs, sofas for interlocutors;
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– Expensive ashtray standing out of the interlocutor’s reach causes
sense of awkwardness when he uses it;
– An expensive ashtray, that you have, and cheaper one, that your
interlocutor has;
– The refined, respectable box for cigarettes;
– Expensive fragrant cigars;
– Your photos in the company of the president of the country,
mayor of the capital city, known actor, cosmonaut, sportsman,
businessman, etc;
– Some left on the table folders with inscri ptions «Top secret»;
– Prestigious domestic or foreign diplomas, certificates, awards, prizes,
received by you or your firm;
– The elegant, easy expensive briefcase, etc.
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Chapter 18. TECHNIQUE OF CONDUCTING BUSINESS
CONVERSATION
Business conversation is a set of expediently chosen
ideas and words by means of those one or several interlocutors want to
influence upon another interlocutor or group of interlocutors in a certain
way to change an existing business situation that is to create a new business
situation or the new business relations.
The conversation is favorable and frequently is the only opportunity to
convince the interlocutor of validity of your position so that he agrees to it
and supports it.
As the conversation can not always be repeated it is important to use the
given opportunity completely. Especially if different experts, heads of high
rank partici pate in it. Therefore it is useful to know about psychology and
technique of conducting the conversation and not to rely only on success
and coincidence of circumstances.
During negotiations it is not necessary to have closed and aggressive
poses (a bent forward head, frowned eyebrows, elbows widely placed on the
table, fists or crossed fingers).
It is not necessary to put on glasses with the darken lenses especially at
the first meeting. It disturbs the partner to perceive you and your information adequately and breaks atmosphere of communication.
Do not sprawl in an armchair because the partner feels less convenient than
he would like to. Gesticulation is necessary, but it should be moderate, instead of
excessive. Active gesticulation shows positive emotions: interest, friendliness. Excessive gesticulation shows anxiety, uncertainty, and insufficiency of arguments.
Psychological aspects of business conversation
From the beginning of the first meeting possible
interlocutors action is entered not thinking, and with emotions. Therefore
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it is necessary to create a favorable impression. Your appearance should
correspond to the accepted representations about sphere of your activity
or a profession and also situations.
– Come into a partner’s cabinet confidently. Look direct into the eyes.
Handshake should be energetic and short. If there is a necessity you
should be presented, name and occupation.
– Set your mind at confidence and success. Be friendly in relation
with the partner. Smile. If possible present a compliment to the
interlocutor. Try to be natural and easy.
– It is impossible to begin conversation with presentation of claims
especially on the higher voices. It is more useful to let know that
relations with the partner above all for you, problems are a special
case, besides they can be solved.
– For successful realizations of business conversation you should try to
find answers to the next questions: What is the mood of your
partner? What kind of problem does he have? How can increase his
self-appraisal? How can facilitate execution of your request?
The effective method to realize of business conversations demands the
account of some psychological rules and particulars which ignorance can
reduces chances of success.
Rhythm
Imagine that you dance with partner and you do not
pay attention neither to her nor to a melody. It is not a dance. It is a big
torture. Instead of pleasure you get negative emotions because you were not
arranged to each other and you have not come into a rhythm.
Another situation. It is a fine summer morning. You sit at your office.
You have an excellent mood and all your affairs go well. You si p black
coffee slowly. Suddenly someone rushes into your cabinet and starts making
demands against rights and privileges. Probably, it is truth but all this hardly
is pleasant you. The simplest desire is to move him out from a cabinet, at least
for that time while you will drink the coffee. This «someone» did not consider your rhythm and he has tried to offer him which does not arrange you.
If you want to realize effectively business conversations learn to be arranged to the partner and to be congruous.
To be congruous means to be equal to the partner and accordant to his
rhythm. In this case you will be understood better. Your partners will agree
with you more often even if you are talking about disputable things because
congruence creates sympathy and trust of the partner.
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For this purpose it is necessary to carry out fine tuning. It means the
connection and the adaptation the way of your behavior to a way of behavior of the partner. The tuning allows «to begin on another manner and to
stop on your manner».
When people are in close emotional contact they are inclined to imitate
each other’s movements, gestures, poses, behavioral reactions. In such cases
people catch the meaning at once or without any words.
Embedding in the rhythm and tuning do not mean to lose yourself. It is the
account of relations psychology. At first, person can fell awkwardness and difficulties but gradually skills are automated and used more freely and more naturally.
Algorithm of fine tuning. Try to have the similar poses like your partner, but
be not copy in their. Your interlocutor can think that you would like to imitate
him and contact will be lost. Poses should be similar instead of an absolute copy.
Operate in the same rhythm repeat movements and gestures of the partner.
However do not try to be a shadow. If the interlocutor’s nose was scratched you
should not catch at your own nose. An easy contact of the person will be quite
enough. Try to use the same loudness of a voice, speed, intonations in the speech.
Speech should be the same and the similar but not absolute copying.
Fine tuning will help to realize the register of the basic representational
system of the interlocutor. It is the channel whereby the subject perceives the
information from the outside.
Breaking of stereotypes
People aspire to definiteness and stability. Stereotypes
help to obtain it. The situation of uncertainty produces anxiety, uncertainty
and nervousness. Stereotypes reconstitute ordinary atmosphere and allow
using usually schemes.
The breaking of a stereotype destroys predicted definiteness and in that
way the person is deprived of customary psychological protection. For some
time he falls into a trance which in this case execute a protection role formed
and fixed during evolution.
In animal kingdom one run away others paralyze with fright and fall into
a trance. For one’s turn it breaks off a stereotype of a predator which operates on
strictly plan, i.e. an escaping victim – the catching persecutor. In this case the
stereotype breaks due to an instinctive trance which immerses a victim in a
position of immovability. The pursuing predator turns out of usually system of
orientation and the potential victim receives fine chances of rescue.
Breaking of a stereotype can be caused in people, for example, by having
removed the hand during that moment when the interlocutor stretches his
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to you or having pulled out from a smoker’s hand a cigarette when he was
going to make an inhalation or having shouted «Stop!» during a toast when
people have already taken a wine-glass. At least, during some seconds people
will immovable, stay in the condition of the changed consciousness. Their
internal censorshi p is relaxed and any installation or the program can be
adopted without an explanation of the reasons.
Similar conditions last not long, from one to several seconds. At first,
consciousness falls into depths of mind for help to evaluate the given
situation and the line of possible behavior. After consciousness comes back
and restores censorshi p rights and critical barriers and lets to realize what
has happened. And so your installation, suggestion or the program should be
fixed before there was a moment of realization, i.e. during a short-term condition of a trance.
The basis of the breaking of a stereotype is unexpected action which by
virtue of the suddenness breaks predicting activity of mentality at a subconscious level.
These examples have rather rigid and shock character. They are hardly
ever able to give pleasure. In a business life you should to aim mainly to that
your actions give positive emotions. For example, change of a fashion or a
hair-dress from deliberately free – and – sports to smart – and – respectable is capable to throw into confusion the partner at first minutes and give
you a chance to use these minutes quite productively.
As means for break of a stereotype can be used such ways as:
– Nice news (about the successful contract, about visiting of foreign
delegation for negotiations with your firm, etc.);
– Award to you or firm of a rank of the winner or the winner of
competition of businessmen, the premium, the diploma, etc.;
– A prestigious ring from the high-ranking or known person (the
president, mayor, prime-minister, prefect, a politician, the sportsman,
the actor) or their visiting card;
– Change of your image, appearance, etc.
The using of such ways will demand imagination and the certain virtuosity. However, it is necessary for development of business and business
dialogue, because of it is a creative process in which the psychology takes not
last place.
Preparation for conducting business conversation
Our compatriots engaged in business quite often differ
from foreign partners in non professionalism. It concerns also business
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conversations. They frequently are not worked and offers have the general
character. In result partners listen to you politely but all is limited.
We are often surprised that business partners instantly react to our words.
They parry our remarks even in a difficult situation for them. Usually we
carry it on the account of their intelligence. But business is not only in it.
Probably our partner carefully and honesty prepared for conversation, he
planned it, repeatedly rehearsed. The partner studied all details, provided for
suddenness and «surprises». He uses the fulfilled variants during the main
moment.
When you care for result take care also of preparation. If you have the
most important a subject of conversation you should to prepare more carefully. If it is required you should put off a meeting and waste time on studying of
a question.
The planning helps prepare for the important business conversation. The
Russian businessmen not too like this procedure. The logic of idea thus is
simple. «How can I plan the conversation when the new fact or circumstance
able to destroy any plan? Improvisation is a better than any plan for conversation...».
Such method is the reason of failures of our businessmen during the
conversations with foreign partners. The purpose of planning consists in neutralization, softening the influence of unforeseeable circumstances during the
conversation. Preparation allows providing for possible suddenness, to reduce
efficiency of attacks of the partner, to increase productivity of your preparations.
Besides, skill of fast and flexible reaction to possible «surprises» is got. Therefore
the good plan «today» is better imaginary perfect «tomorrow».
The planning of business conversations is not easy work. On a question
«What is the time is required to you on preparation for the next statement
on TV», one statesman has answered, «If I should speak only ten minutes I
will need week on preparation. If there will be one hour it is necessary two
days for me. If the time of my statement is not limited I can begin right
now».
By preparation for business conversation you should make the following
plans:
– The general plan (kinds of activity, terms and executors are specified).
– The strategic plan is the program of actions and ways of achievement
of the planned tasks.
– The tactical plan is the list of ways of stage-by-stage achievement of
the purposes leading to the decision of strategic tasks.
– The executive plan is the program of actions on each separate point
of conversation.
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– The plan of collection of materials and information (sources of the
information, collected data, executors, terms are specified).
– The plan of systematization and selection of working materials (defines
a structure of the organization of the collected material, criteria of
selection).
– The plan of a statement on time (defines frameworks of the next
working plan of conversation. In general the time of conversation is
distributed on separate phases and elements of conversation).
– The working plan (establishes structure of a statement of conversation
as a whole in view of available time).
– The plan of use of aids (provides inclusion evident and technical
means during the conversation. There are schedules, projectors, audio
and video systems, computers, etc.).
– The plan of the adaptation to interlocutors and atmosphere (considers
potential requirements and intentions of partners and particulars of
atmosphere in which there will go conversation).
– The plan of training is atmosphere the program of rehearsals of
business conversation.
Importance of conversation is the factor which determines which
plan can be refused. Professional approach and right attitude to the partner demand careful training, adjustment of details and polishing of conversation as a whole that can have exclusive and decisive importance. One
day a paint-lover observed Michelangelo carefully correcting all details on
the painting. Finally he has exclaimed, «Everything what you have just
changed is trifles, trifles!» The ingenious artist has answered, «Certainly
this is trifles. But these trifles always lead to perfection and perfection
certainly is not a trifle». In that way the improvement of small details of
conversation means the way to perfection of conversation as a whole.
Many businessmen would not refuse to inscribe the aphorism of the
American businessman H. Mackey as the emblem’s motto, «Trifles do not
play the main role they solve all».
For impatient people which neglect professionalism and careful preparation for the conversation with the partner, perhaps, words of one
European who has visited the East will be helpful, «It is difficult to
overestimate importance of slow weighing of details and relations. Inhabitants of the East see in vanity and hurry with which we realize
intellectual work the incapacity of modern Europeans to bring themselves to the balanced condition. It is a true and terrible characteristic
that our culture is in decline». Certainly, the question «of perfection»
does not have this only meaning. If the person is going to demand
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perfection from him all the time he can achieve nothing. As M. Twain
has noticed, «Even the probable road will not lead to the place of destination if you are going to stamp on it too long».
To become working, productive and creative person it is necessary to find
the spirit which can be allowed imperfection. The schools of economy and
business often teach not turn to actions until all facts do not become wellknown. You have 95 % of the facts and you spend six months on search the last
of 5 %. By the moment when you have searched them these facts have already
become out of date because the market situation has undergo changes.
Till and during the meeting the partner will look for your weak
places. Therefore, during the preparation use the following safety actions:
if it is possible hold back; prepare a suitable explanation to what is impossible to hide; talk to interested persons, colleagues, friends before the opponent will do it; consult with the expert on questions of which are insufficiently competent; accustom yourself to do pauses, at first think and then
speak.
During the preparation it is reasonable to make the scri pt of conversation. Invite friends and colleagues to play in performance where one of
roles is your stubborn partner. You can approve the courses and arguments
and also train self-control, skill to overcome sudden obstacles. Rehearse in
unknown rooms, it will create a pressure and the uncertainty similar real.
Do not keen on rehearsals, it is quite enough one or two.
Creative usage of the following qualities, requirements and rules allows
becoming successful in business conversation with the partner:
Professional knowledge promotes high objectivity, reliability, statement
depth.
Clearness allows connecting the facts and details logically, to avoid mess,
an ambiguity, an omission.
Presentation is maximal using of means, images, associations, parallels, it
reduces abstract statements.
Constant orientation is aiming at the basic goals of conversation, partial
sharing them with the partners.
Rhythm is increase the intensity of conversation in process of its approach the end, the study control basic questions.
Repetition allows to focus on primary ideas, promotes better mastering of
information by the interlocutor.
Suddenness is well thought-out but unexpected and unusual coordination
of details, the facts and conclusions to the partner.
Intensity is using during the conversation of «rises» when the information is rich and it is necessary the maximal concentration from partners and
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the «recessions» which used for a respite and «fixing» of ideas and associations at the interlocutor.
Volume of transfer of the information is optimum frameworks of the
maintenance of conversation. You remember the expression of the French
thinker Voltaire, «The secret of being boring consists in telling everything».
Sense of humor allows relaxing atmosphere, to report to the partner the
difficult moments, to parry his attacks.
Beginning of conversation
Many conversations come to the end before start
especially if interlocutors are at different social, educational etc. levels. One of
the reasons of such failures consists that the first phrases of conversation
appear too insignificant. Although as it was already marked the first
impressions frequently appear cardinal.
Usually interlocutors listen to the beginning of conversation more attentively because of curiosity, expectation something new, for decrease of the
effort which arises in the beginning of conversation. First three or five
sentences create psychological mood, the internal attitude of the interlocutor
to us, to the conversation and working atmosphere.
The first questions should not make the interlocutor look for counterarguments and take a defensive position. From the point of view of psychology
it is a fault. The interlocutor has to look for explanations, arguments of which
he did not think early. Such way we create a barrier among themselves and
the interlocutor and to remove this barrier difficulty. As well as in chess
business practice has developed a line of effective «debuts». We shall consider
some of them shortly.
«Taking down the intensity». It allows forming a close contact to the
interlocutor. Tell him some warm words and you will achieve it. Tell some
friendly phrases of personal character or compliments and ice will melt
quickly. Both a good joke and friendly humor promote creation of friendly
atmosphere. Pay attention to the subject concerning the owner of the cabinet.
It can be a picture on a wall, a tennis racket in the corner, a book on the shelf.
Make any remark which would show your interest, admiration. Ask a question,
«What a beautiful picture! Who has painted it? Tennis? Is it difficult to learn
to play?» These phrases can not be named especially deep. But all of them
give out essentially important personal interest to another person and softly
promote search of common language.
«A hitch». This method allows briefly to set out a situation or a problem
having coordinated it with the maintenance of conversation and to use this
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«pretext» as a starting point for realization of conversation. As a «pretext» you
can use any event, personal impressions, comparison, comical incident and
unusual question.
«Stimulation of imagination». Implies asking questions on those problems which should be considered in the beginning of the conversation. This
method is effective in conversation with optimistic and sober-minded interlocutors.
«Direct approach». Means beginning the conversation without any introductions. The reasons are listed shortly, the transition are realized from
the general questions to individual and actually to a theme of conversation.
This method is cold and rational. It has direct character and approaches
for short-term and not too important business contacts, for example the
chief and the subordinate. Nevertheless, as the French writer and moralist J.
la Bruyere has fairly noticed, «in a life there are cases when the thinnest ruse
appears simplicity and frankness». The direct method is also preferred by
the interlocutor sometimes. Some people with whom we have business
relations do not like to beat around the bush and would like to settle all
without superfluous delays. Conducting of any game provokes discomfort
with some «politesse». They are ready to tell the truth even it is not to
their advantage.
The purpose of the first stage is to cause interest to conversation. Therefore we recommend also asking the partner on a piece of advice; to mention
of changes which have taken place since time of the last meeting, discussion
of problems, tendencies, actual events in considered sphere, demonstration of
your knowledge of needs and problems of the partner, to enter any professional question in the first phase of conversation.
The general rule consists that the beginnings of conversation propose to
use of so-called «You are approach». «You are approach» is skill of the person
which negotiates to present itself on a place of the interlocutor that better to
understand his position and more exactly to express it. For this purpose it is
necessary to ask questions: What would I interest in if I were on a place of the
partner? How will I reacted on his place? You will get advantage as soon as
understand the following: to conclude a reasonable treaty is not to force the
interlocutor to see a thing your way but to make so that he has agreed to it
remaining at own views.
Negotiate in a cooperation manner, inquire and ask advice. Instead of
categorical «Why did not you make...?» ask, «Did not you think to make...?»
or «What could we get if to make...?» Aggressive tone will push away but
quiet and friendly tone will direct conversation to a constructive course. If you
have a purpose you should start with a question, «How the interlocutor will act
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in this situation? Leading questions such as «Is it impossible...?», «Isn»t that
so...?» quite to direct his answers to the necessary result.
During the hearing you should not consider the following question and
especially prepare for counterarguments. There should not be secondary
ideas and the critical analysis of that we are spoken at the moment when we
listen. Otherwise it is negative aim which as we have already cleared up is
not productive and in anything good does not result.
It is impossible to look forward to a pause in the conversation to insert the
authoritative opinion. It breaks logic of partner’s thinking, irritates him and
creates impression as if he was deprived of his rights to express completely. In
any case he will express the ideas and feelings. He will make it unexpectedly
creating problems. But in reality we are the source of these problems. Saved
five or ten minutes will turn out against us because after all we will have to
give two or three conversations on the same question anyway. Inattentive
listening is just the same as running full throttle at idle mode – the gas is
burnt out with no progressive movement.
The attentive and trained listener receives an opportunity to learn opinion and a position of the partner, his problem that greatly facilitates realization business conversation. It sets a direction of own argumentation, and the
interlocutor gets opportunity to prove. In result in a phase of decision-making
the acuity imagination essentially is reduced or becomes dull. And at last in
award for attentive hearing we receive «an open heart», benevolence of the
partner that facilitates mutual understanding and approaches us to achievement of result.
By transfer of the information self-checking and the certain measure of a step and di plomacy are necessary. That means the following:
not intrude into delicate spheres; unpleasant news to inform exactly as
mush as it is caused by necessity; to give a correct kind to the information; to be able to restrain negative emotions and to hold the control
over a situation.
On a course of business conversation and negotiations restraint and selfcontrol are important.It is an underside of preci pitancy.Too verbose person
reduce own chances of success that confirms ancient wisdom «Silence is
gold». Do not consider necessity to fill in each pause at discussion of the deal
with the potential partner. In many cases it is better to keep silent than to
add to already told any explanation in which there is no need.
Silence as a pause in reasonable limits can works for you. Often
your silence pushes to speak other side and your chances to hear
something important grow; silence strengthens impression about your
confidence that can push the partner on concessions; the rhythm of
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conversation is changed and it can be used for strategic parrying; silence leaves to the interlocutor freedom for the worst suggestions.
To follow the formula of «60–40: 60 % of time listen and only 40%
speak. Express slowly doing a deep breath everyone some seconds. It will
allow the opponent set of opportunities to start talking himself. The skill to
make pauses will show your confidence of own correctness. If you do not
have any ideas you should not do anything, wait and look that will be.
Remember that in a business life speed is not to consider necessary, and
result is important.
Use well-known and simple concepts to the partner. People will listen to
you when you speak in their language. If the interlocutor is the football fan
you should use sports analogies; if he sees the world through figures you
should give an account to him of reports and the statistical information. In
your interests to make so that your offer did not arouse fears.
Always inform the interlocutor sources of your information who else
usually uses it, emphasize reliability of sources. It is important to show to the
partner how your data correlate with other information.
The argumentation. Partici pants of business conversation take the certain
position in a phase of arguing. Here it is possible to try to change the
generated opinion, to fix changed, to remove or soften contradictions, to check
up ideas critically and the facts reported you or the interlocutor. Here ways
for the conclusions are build, the base for the main decision-making phase
of business conversation is created.
The convincing and correct argument is based on using of the general
and accepted method in business groups. These methods have lasting value as
against speculative techniques of arguing which is similar to impact below a
belt in boxing. This technique has short-term action and often turns around
against the author that finally brings him more harm than advantage.
If you are going to be convincing in the argument you should observe
the next conditions.
Operate with simple, exact and convincing concepts. The interlocutor
«hears» or understands less than wants to show. You should remember it
always. Try to recollect that you have understood from last telecast. Besides
cogency is easy «be to sinking» in the sea of words and arguments especially
if they are not clear and exact. Any exaggeration is one of forms of lie. And
even if the truth has smack of lie the partner should relieve it. Therefore
arguments should be authentic.
Choose a way and the speed of the argument according to features of
character of the interlocutor. The partner is influenced better with active
construction of phrases than passive. For example, it is better to tell, «... we
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realize it...» than «... it is possible to realize...», or «... to decide...» than «... to
make the decision...»
Arguments and the reasons which presented by turns achieve the purpose much more effectively than if to present all at once. Three or four
bright arguments achieve the greater effect than multitude of average arguments.
As well as at theatre it is important to be able «to hold a pause». Exactly
placed pauses frequently have stronger influence than a flow of unconvincing
words. Arguing should not be declarative or look as a monologue of one of the
parties.
Conduct the argument correctly in relation to the partner. It is profitable
to you if you would like to have a long-term cooperation.
It is better to admit correctness of the partner even through it can have
undesirable to you consequences. It gives the right to demand the same
behavior from the direction of the interlocutor. Thus you observe business
ethics which in the business world are not empty phrase.
Also the correct argument supposes operating only those arguments which
are already admitted by the partner.
Avoid empty phrases. They testify to relaxation of your attention and
positions, they conduct to unnecessary pauses with the purpose to win time
and to catch the lost thread of conversation (phrases «are those as it has been
told», «more or less», «or in other words», «alongside with marked», «it is
possible that way and every way», etc.). These expressions are not from a
business dictionary.
Adapt the arguments for the personality of your partner. It means that
you should speak what the interlocutor wants to speak about. And he always
wants to speak about his purposes, interests, benefit. To ignore it means to lose
obviously.
Your terminology should be clear to the interlocutor, otherwise you do
not convince him, but also spoil to him mood that he is not capable to
understand the maintenance of your statement. It is necessary to check the
influence of arguments by cross questions for the control of a level of understanding and perception of the interlocutor (a control questions).
The general rule is that passive, critical, negative and touching words
focusing attention on difficulties but not on how to solve them should be
replaced by active, positive, perspective and showing opportunities and chances of success ones.
The pen and paper are obligatory attributes and subsidiary tools for all
partici pants of business conversation. They allow fixing the basic ideas, to
draw the plan, to involve attention of the partner in teamwork.
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If you are going to use articles and brochures in support of your arguments
they should be selected on subjects strictly, and volume should be limited. It is
necessary to know where and that to search in them so as to show and explain
at once. It allows avoiding a situation when the interlocutor put off the decision
with words, «All this should be studied».
The best arguments should be based on clear and logical reasoning, on
good knowledge of details and circumstances and on the predictive ability
particularly to provide the basic scri pts of development of conversation.
Technique of arguing
Classical. This one represents the direct address to the
partner which we acquaint with the facts and the information being a basis of
our proof, or else if the question is counterarguments we should dispute and
disprove his reasons. If we managed to call into question the facts stated him
our position will become much more convincing and stronger.
Here the figures are rather useful. It is a fine background to our ideas and
reasons. They will look convincing if we present it skillfully. Figures are the
effective proof. However they should not be too much. Besides figures should
be represented in the form as much as possible adequate to tasks in view.
Method of contradiction. It is based on recognizing of contradictions in the
argumentation of the interlocutor. Our own argumentation should be consistent not to give the partner the opportunity to use it to his advantage but
contradictions in his argumentation cannot be left unnoticed. By nature this
method is defensive. In reply to arguments of the interlocutor it is possible to
answer approximately so, «If the truth is what you are talking about, the level of
life has decreased, then the truth is also that opportunities to earn began much
more today than earlier».
«Shifting on time». This method is rather simple and applicable in relation
to the partner with an analytical mind. When he makes a statement or asserts
the plan which fallacy you can prove you should not hurry up to tell the facts
and to celebrate a victory. Ask a question of type, «Could not you define what
particularly will take place if we shall accept your plan?» Tone should be
benevolent because your partner can feel malice or spite in this question
most likely you will achieve nothing. Asked a question wait; do not interrupt
the reasoning of the partner caused by a question. The partner will find out
himself contradiction or incorrect data in his reasoning. When you set an
emotionally neutral task before him to recheck logic and facts once again, you
will put in action powerful «analytical grinder» which so cruelly mills the
arguments and proofs, as well as your reasons. Here the atmosphere is impor344
tant when the partner should not protect the logic or to prove that his plan
is the best. You create it with a help of exact wording and tone of a question. In
case when you have waited the moment of disclosure by the partner of weak
places in his own constructions and when you manage to satisfy his requirement for the new facts the probability of the decision of a question will
increase in your advantage much more.
«Determination of conclusions». It means that the exact argumentation
which gradually step by step with a help of partial conclusions brings us to
a final conclusion. At the counterargument it means a refutation of erroneous
conclusions of the partner or the requirement of logically correct and
faultless proofs. To tell the truth to demand proofs from the interlocutor
which it can not give at present moment it is incorrect though basically it is
possible.
Comparison. This method presents a variant of a method «determination of
conclusions». It is very effective especial when comparisons are selected successfully. Comparisons can be short, vast, actual or invented, serious or with
humour. The metaphor is comparison which gives representation about a
subject as a whole. («Its words were an oasis in desert of polite conversation».
«The way of human progress is not a racing track»). The analogy is comparison in which two or more subjects in one or several relations are compared.
Analogies are figurative and literal. The figurative analogy compares two sets of
the effects of the different order or from different areas pointing to their
symbolical communication.
«It is difficult to define what democracy is. It is similar to a giraffe. Look
at once and you will not confuse with anything».
The analogy in literal sense compares the effects of one area, one order.
«The air conditioning has raised labour productivity at factory in Podolsk;
therefore it will raise labour productivity at factory in Samara».
The paradox is comparison which has the form of opposition or contrast and which contains incompatible statements at first sight.
«The ambassador is a decent person who is directed abroad to lie in the
interests of his Motherland».
If comparisons differ with concreteness, newness and clarity they will
make your arguments clearer, interesting and convincing. They stimulate an
idea of the interlocutor and explain unusual, cause interest to habitual.
Method «yes... But». If you do not agree with the partner from beginning and get into dispute when you hear his first arguments you will show
the negative installation. It will not provoke his enthusiasm. Most likely
you spoil business. A method «yes... But» allows denying his argumentation
elegantly. It is necessary to pay special attention that yours «yes...» should
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not be formal. As such it is when it will be followed with negation and
disagreement. It is a typical mistake. Such way you will not influence on the
skilled partner. Informal «yes...» is when you fill with its real maintenance.
You can tell that you agree with such statement of a question that the
partner’s facts are faultless and his logic is absolutely right. And after all
there comes turn of yours «but...» With a help of this «but...» you can
disavow everything that have just told and to offer the reasons. It will be
much better than you began to show the disagreement at once. At the same
time the structure of your argumentation should be such that it could
prevent using of this method on the part of the interlocutor with the help
of a refutation of his probable reasons.
«Boomerang». It means using of the weapon of the interlocutor against
him. This method has not strength of evidence but it is capable to exert
exclusive influence when it is used in place and with humour. Demosfen
was the Athenian statesman and the orator, and Fokion was Athenian
commander. They were political enemies. Once Demosfen has declared
to Fokion, «If Athenian will become angry they will hang you». Fokion
has answered, «And you certainly too as soon as they will see reason». At
negotiations of two delegations from the different countries representatives of one of them have asked another, «What are you going to do now
after strikes?» They have answered, «The same that you after all sessions».
It is necessary to aspire to the humour was benevolent which make
relax atmosphere. Otherwise your «boomerang» can do one more turn and
strike on you or the partner can use other method.
«Ignoring». Quite often the fact or the argument by the partner can not
be dispute. In that case they can be ignored. The interlocutor attaches importance to that which not so important. We only ascertain it and we go further,
we not focus on it.
You should to pay attention that the question is not ignoring of the
partner. It is about ignoring of any argumentation in system of his proofs.
These are absolutely different things.
Accentuate. This method is logical continuation previous. According to
the interests you continue to remove accents and establish that is important
for you.
Method of poll. Questions are the basic mechanism and «the great tool»
for business conversation. Questions asked in time are a special kind of
argumentation and are rather effective. You do not open all cards to the
interlocutor but you can ask him some questions. In that way you will find
his position. As you want to know that your partner are not going to tell you
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should to think over carefully circumstances, succession, rate, intonation of
questions. Questions should be short, substantial and extremely exact and
clear.
Method of «visible support». After a statement the interlocutor of his
argumentation we do not object and we do not contradict but we help him
with new proofs for the benefit of its position. But it is only at first sight!
After visible support you should to state our position which can differ from
the point of view of the partner, «Confirming your thesis I could give also
such facts which you have forgotten. Certainly it makes your position more
convincing but only at first sight and only for not well-informed. I shared it
some time. Actually...» – here there comes a turn of your counterarguments.
If the partner criticizes your offer you should to listen attentively. Perhaps he is right in something. But if he disputes for the sake of dispute you
should remember what exactly does not like him and when he will stop tell
him that accept all objections and actually already considered them. Now use
each remark of the opponent as a starting point for demonstration of the
positive sides of your offer. Now build your argumentation mirror to partner’s remark. In that way you give him decision which he searches.
Efficiency of this method consists in that allows you to show higher
professionalism, to show that you have studied the point of view of the
interlocutor more thoroughly than he. Then you were convinced of its
incapacity. It is necessary to add that this method demands especially careful
training.
Business conversation in a situation of the conflict
If the partner is angry and aggressive you should
to help him to lower a stress. While it do not happen it is impossible and
difficultly to agree with him.
During the splash of his emotions it is necessary to behave quietly and
confidently, but not arrogantly. When the partner is aggressive it means that
he is over flown with negative emotions and suffers. In good mood people
are not rush against each other.
Imagine that certain cover surrounds you and aggression is powerless to
pass it.
Ask him to prove claims easy thus to separate the facts and emotions
(«Is it facts or imagination in your speech?»).
Neutralize aggressive emotions unexpected methods. Ask advice. Ask a question
absolutely about another but significant for him. Pay a compliment, «You are
more beautiful in anger...» or «Your anger is smaller than I expected. You
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manage to keep cool in this hard situation...» Sympathize. Your requests,
memoirs and compliments will turn the interlocutor from negative emotions
on positive.
Do not give the partner negative estimations you should speak about the
feelings. Phrases sound poorly such as, «You deceive me» and «You are coarse
person». It is much better to tell, «I feel deceived» and «I am very distressed
with how you talk to me».
Ask the partner to formulate a desirable result and a problem as a line
of obstacles. The problem is that it is necessary to solve. The relation to
the person is a background or conditions in which it is necessary to solve.
The unkind relation to the partner can force you do not to solve the
problem. Therefore do not allow emotions to operate it. Define together
with the partner a problem and be concentrated on it. Search not guilty
ones, but the way out from the hard situation.
Keep from undisci plined and aggression. Do not touch advantage of the
partner. He will not forgive it even through he will concede to pressing.
Evaluate his actions and behavior but not the person. It is possible to tell,
«You do not make the promise twice», but it is not necessary to approve, «You
are unreliable person».
If feel that you are guilty do not afraid of apologize. It will cause respect
for you. In fact self-assured and mature people are capable to apologize
only.
Irrespective of result of the solution try to not destroy the relation.
Express the respect and sympathies for the partner and show a regret
concerning the difficulties. So you will not lose him as partner.
Decision-making and end of conversation
The purpose is a dream which should be realized to
certain term or the appointed moment. Successfully to finish conversation
is means to achieve predetermined and planned purposes. For this purpose
at last stage of conversation in a phase of decision-making it is necessary:
– Achievement of the basic or alternative purpose;
– Stimulation of the interlocutor to execute of the planned actions;
– Providing of a favorable atmosphere;
– Maintenance the further contacts to partners in case of need.
You should begin the final phase of business conversation with the
resume and the basis. The resume should be universal, impressive and clear
for all with a well defined basic conclusion. It should not be reduced to
simple reviews of the most important positions.
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You should present brightly the basic ideas and the goal of your statement. Also you should reduce the quantity of ideas and formulate the impressive conclusion. You should admit that the interlocutor still had contradictory ideas.
The conclusion should have available form in other words to make some
the final ideas.Each detail should be clear to all partici pants of conversation.
In the conclusion there are no place unnecessary words and unclear formulations. The ending of conversation should make impression on the interlocutor. The basic idea explaining all told earlier and stated brightly and convincingly should dominate in the end.
To move conversation to finishing phase should not on recession, and on
rise, for example, when we have answered on the remark of the interlocutor
or when his satisfaction is clear.
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Part IV.
PRACTICAL ASPECTS
INTERNATIONAL BUSINESS
NEGOTIATIONS
Chapter 19. THE INTERNATIONAL NEGOTIATIONS
AS MEANS OF DIPLOMACY
The increasing role of negotiations at the present stage
Negotiations are one of the important forms of di plomatic work. Not casually in the narrow sense of the word di plomacy is
often defined as «a science or skill of negotiations».
In present period the international negotiations are the basic means of
the decision of many international problems. The tendency increasing of
their role was especially brightly showed in second half XX century. The
distinguishing features are the periods of «thawing weather» and «cold snaps»
in international relations. Accordingly negotiating process is characterized by
alternation of recessions and rises of his activity.
The first splash in such activity was stimulated with creation the United Nations in 1945. A series of negotiations also is carried out to the period
from the middle 50th to the beginning of 60th at the highest level. The
formed agreements promoted the decision or even approximation the solution many international problems. Negotiation were intensively in the year
of detente (first half 70th). The reorganization which has begun in the
USSR has resulted to the stopping of confrontation among two political
blocks and to promotion of negotiating process.
In fact international life is characterized by a wavy evolution of events
when promotion of negotiating process was replaced by estrangement and
aggravation of problems. And the leader is the tendency to increase of a
role of negotiations in the international life. It speaks a number of factors.
One of the major is reduction of military methods of the decision states
problems. The huge nuclear potential is capable to bring a human civilization to destruction. It is necessary to solve other global ecological problem
together. Besides the integration processes occurring in the world have
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bring to interdependence and vulnerability the states. A unique way to
success in these questions is negotiation di plomacy.
Changes in the world in the end of 80th beginning of 90th, disintegration of the USSR and destruction of totalitarian structures in the
states of socialist camp have played the main role in increasing the
importance of negotiating process. In many polyethnic countries have
become aggravated international and interconfessional contradictions
which were developed into open armed conflicts of the conflicting parties. The consent between them happens is seldom achievable without
partici pation of intermediary mission of the international, intergovernmental organizations. The third party has a role of the peacemaker.
It organizes negotiating process promoting thus to the political decision
of a problem.
That since 70th «reopen» negotiations (OSCE, sessions of General Assembly of the UNO, etc.) for which the stable agenda designed for prospect
is characteristic. If it is necessary to consideration of those or other questions
they can come back.
Modern partici pants of negotiating process aspire to development the
greater number of agreements by means of a consensus. Such way participants should have the international forums of experience, skill to find all
distinctions in positions, ways to the decision of problems.
Increase of the importance of negotiations in a social and political life
of the society has brought attention to the question on preparation of the
professional staff. Firstly it was realized by the Americans and from the end
of 70th in Harvard, Georgetown, Colombian universities and in the institute
of Massachusetts and some other educational institutions special courses
about technology of negotiating process, business and imitating games started to be delivered.The subject «Di plomatic negotiations» has been introduced as a basic one in the Institute of Foreign Service of the USA for
professional di plomats in 80th.American di plomats, political scientists teach
the art of negotiations, solving disputable situations, performance of intermediary, peace-making functions. A lot of attention is given also to studying
the styles of negotiating.
That concerned the USSR even in the specialized higher educational
institutions such as Di plomatic Academy, MSIIR the specialized subjects
on art of negotiating in curriculums have not been included. The situation
has changed only last decade XX century. The changes which have occurred in the country and a society have sharply increased interest to
technology of negotiating not only at career di plomats but also at ordinary
citizens.
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Typology, structure and functions of negotiations
The basic criteria for typology of the international
negotiations are the following:
– Level of representation;
– Discussed problems;
– Number of partici pants;
– Form of negotiations;
– Degree of regularity.
According to the level of representation we can define political and
di plomatic negotiations.
Political negotiations are specialized on the maximum (summits) and a
high level between leaders of the states, the governments and Ministers for
Foreign Affairs. Distinctive feature of negotiations consist in that their participants by virtue of occupied position have the right to make independently
decisions which are not missing with national interests of the country. The
most difficult, disputable, princi ple questions of international relations are
solved on them.
Sometimes at political negotiations the common position of states –
partici pants is created.Later it is concretized in instructions for the delegations which studying questions at an expert level. On the basis of these
recommendations final documents is prepared.
Actually di plomatic negotiations are realized on the level of representatives, special experts of states – partici pants connected more or less with
hard instructions and they do not have any right to make final decisions
independently. Nevertheless the success of such negotiations depends on the
initiative and the di plomatic art of partici pants.
According to specific character the discussed problem it is possible to
speak about negotiations on economic, military-political, ecological, humanitarian and other questions.
Depending on the number of partici pants negotiations are bilateral and
multilateral. The last are more difficult by the way of preparation, procedure
and tactics of conducting. In the historical past negotiations as a rule were
bilateral. However already in the beginning of XV century multilateral negotiations of East European monarchs in Lutsk have taken place.
At multilateral forums of the past basically territorial questions are
solved. Now the spectrum of discussed problems is considerably expanded.
Also direct and indirect (through intermediaries), single and renewed
negotiations are determinate. At single negotiations the final decision is accepted in accordance with the agenda. A regular working («renewed») nego352
tiations have the stable agenda and are characterized by continuity in discussion of questions which provides an opportunity of returning to their decision (an example negotiations CSCE – OSCE).
The structure of negotiations includes two stages: preparatory and discussing. Sometimes the stage of realization of agreements is marked still. On
each of them the specific problems are solved which directed on achievement of the general purpose. At a preparatory stage organizational questions
are considered and also the purposes, problems, interests are determined. At a
stage of negotiating procedural question are defined, positions are specified,
offers are brought, and discussions are conducted. At this stage zones of the
compromise and a framework of the future agreement are defined, final documents are edited and accepted. The stage of realization of agreements suggests
the mutual control of this process.
Despite the specific character of the questions solved at different stages,
the majority of them penetrate the course of negotiations. For example, the
negotiating concept formed at the first stage, is corrected on the second. Thus,
it is possible to speak about independence of stages within the framework of
complete negotiating process.
The important and integral function practically all negotiations of the
present is formation of public opinion.
In the past negotiations did not influence on the formation of public
opinion, as di plomacy was always behind «the closed doors». Now many
negotiations are conducted publicly: their course is widely covered in mass
media, on TV.
Sometimes publicity of di plomacy is directed on calming the world
community, to show an opportunity and readiness of the decision of challenges, is especial in the field of race of arms. It is well-known, that many
public foreign policy actions, especially before elections, have only propaganda
character. And nevertheless, despite of the costs, the known openness of negotiations today nevertheless prevails. However it is important, that it has not
got hypertrophied character.
In di plomatic practice there is also acombination of publicity and closeness of negotiations, for example, between the USSR and the USA about the
termination of nuclear tests which lasted from 1958 till 1963. The final stage
in July, 1963 passed behind the closed doors. Publicity and closeness alternated and on the meeting on safety and cooperation in Europe, at negotiations
between B.N. Yeltsin and A.G. Lukashenko concerning integration of two
states, etc.
All negotiations also carry out information and communicative function as the partici pants expect to receive additional information on various
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problems including those that do not have direct relation to the discussed
problem, but clear up partner’s position. If partners on negotiations do not
aim to achieve the agreement , the information and communicative function then gets independent character, turning into means of interaction of
the parties. It is especially important when relations between the states do
not differ with trust.
Besides negotiations can carry out such functions, as coordination of
actions on the international scene, derivation of partner’s attention from
solving other problems.
All considered functions are often realized during negotiating process
simultaneously.
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Chapter 20. PRACTICE OF CARRYING OUT
INTERNATIONAL NEGOTIATIONS
Organization of carrying out negotiations
The form of negotiations is selected depending on
the purposes, character, quantity of partici pants, level of representation and
some other factors. Historically the first forms were the congresses (from
the Latin congresses – meeting, assembly). Viennese congress (1814–1815)
and Aachenskyi congress (1818) have gone down to the history of diplomacy
where documents asserting the order of di plomatic representatives were
accepted. Such form of negotiations in di plomacy was not applied after
the Berlin congress (1878) by settlement of Russian Turkish relations.
Now the congresses are, as a rule, meetings of representatives of public
associations (the World congresses of supporters of the world), scientists
(scientific congresses).
Forms of interstate negotiations are conferences, summits, sessions, meetings, meetings at various levels, etc.
It is necessary to get ready to negotiations carefully irrespective of the
elected form. As everybody knows, their success is determined by many
factors: eloquence of partici pants, skills to argue their positions clearly, logically, to convince partners that their point of view is right, etc. Such details as:
a suitable room and its design, what create business atmosphere, conditions for
accommodation of delegations also play a big role. Therefore the spadework
includes two stages: organizational and theoretical.
Basic elements of organizational stage are: definition and coordination
of the agenda, time and place of carrying out; choice of the suitable building;
formation of the structure of delegations; creation of comprehensible conditions for their accommodation; maintenance delegations with communication, multiplying technical equipment, transport; scheduling of accommodation. We will stop on some of them.
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The state, where negotiations will pass, should take care of creation favorable political atmosphere. It is prohibited to picket rooms where delegations
are situated, to make propaganda campaigns in mass media, threat, blackmail
and commit acts of terrorism.
It is very important to have boardroom for delegations and their heads,
general secretary, communication facility, multiplying technical equi pment,
for carrying out press-briefings and press conferences. There are such buildings in New York, Geneva, Paris, Vienna, Montreal and other cities where the
headquarters of many international organizations are.
Theoretical preparation for negotiations
For optimization the process of negotiations, achievements of desirable result Theoretical preparation of prospective questions have
important role for optimization the process of negotiations, achievements of
desirable result. It is solved the following tasks at this stage:
– Preparation for the trunk-call concept;
– The analysis of the prospective purposes and positions of the partner;
– Definition of strategy and a tactical line;
– Preparation of performances, speeches, documents, projects of resolutions.
Preparation of the trunk-call concept takes central place in the spadework.
First of all there are defined ultimate goals. For this purpose it is necessary to
understand own interests, to formulate a position on a discussed problem and
depending on it to develop strategy and tactics at negotiations.
The purposes at negotiations can be various:
– Achievement of the arrangement and definition the conditions of its
realization;
– Influence on public opinion;
– Reception of the information about position and interests of the partner;
– Informing about own interests;
– Correcting of current arrangements;
– Prolongation or denouncement of the agreement, which was signed
before.
Stages of negotiations
Negotiating is a complex, frequently stretched in time,
sometimes for years, process which has own dynamics of development.
Negotiations are instruments, interrelation between people, are intended
for achievement of the agreement when both parties have conterminous or
opposite interests.
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Practically all researchers allocate three stages:
– Initial (research, debatable, diagnostic);
– Arguments and definitions of the general frameworks of the future
agreement;
– Final – coordination of positions and development of arrangements.
Trunk-call practice does not allow defining any precisely limited frameworks of each of stages – it depends on character of negotiations and a
situation arising in their course.
The purpose, positions and interests of partners have been already revealed at a preparatory stage, but in spite of it there are some unsolved
moments. That’s why the main purpose of the first stage – specification,
removal of uncertainty in positions of partici pants. Sometimes it is made
some amendments and offers at this stage what will help to understand the
problems which are solved at negotiations very well.
It is typically for some international negotiations to organize political discussion. Every session of General Assembly of the United Nations is opened this way.
During the discussion members of delegations have an opportunity to express
their point of view about wide spectrum of the questions which are not concerning to the agenda to pay to them attention of the wide public. If discussion of
problems was not determined before the negotiations, it is possible for the state –
participant to include any problem which is interesting for it on the agenda.
Discussion of implementation of the arrangements which were achieved
before is a distinctive feature of «renewed» negotiations. During the discussion
members of delegations express their pretensions and arguments. As a result
it is created psychological climate which has influence for further course of
negotiations.
At the initial stage it is important to find something common in positions which will be the basic of the further course of negotiations. Sometimes at this stage partici pants spend too much time for finding-out of
details, some points and another result. Another problem is unclear moments which were not solved enough and, as a result, there is various understanding of the contract.
Presence of the general interests of partici pants of negotiations makes
possible transition to the second stage – arguments of suggested decisions.
Carrying out negotiations. In management practice it is used the following basic methods for carrying out of business negotiations:
– A variation method.
– A method of integration.
– A method of an equilibration.
– A compromise method.
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Method of variation. Before preparation for difficult negotiations (for
example if it is possible to expect negative reaction of adversary), try to find
out the following questions:
– What is the ideal decision of the problem in a complex (irrespective of
the conditions of realization);
– From what aspects of the ideal decision it is possible to refuse (depend
on all problems in a complex, the partner and his presumable reaction);
– In which aspects it is necessary to see the right decision of a
problem with the various method to expected consequences,
difficulties, handicaps (a high degree of probability of realization);
– What arguments are necessary to react to the expected assumption of
the partner caused by discrepancy of interests and its unilateral
realization (narrowing or expansion of the offer at maintenance of
the mutual benefit, new aspects of material, financial, legal character,
etc.);
– What compelled decision can be accepted at negotiations for the
limited term;
– What extreme offers of the partner should be rejected necessarily
and with the help of which arguments?
Such conclusions are out from just alternative consideration of the subject of negotiations. They demand the review of all subjects of activity, creativity and realistic estimations.
Method of integration. It is intended to convince the partner of necessity
to estimate the problematic side of negotiations with paying attention to
public interrelations and needs of development – cooperation. Certainly,
using of this method does not guarantee the achievement of the agreement in
details; this method should be used in cases, for example, when the partner
ignores public interrelations and goes to realization of the interests with
limited positions.
Trying to achieve the partner’s realization of necessity of integration, do
not forget about his legislative interests. That’s why try to avoid the moralizing appeals which were separated from interests of the partner and were not
connected to a concrete point of issue. On the contrary, state to the partner
the position and emphasize what actions you expect from him in the limits
of the joint responsibility for results of negotiations.
Despite of discrepancy of your interests with interests of the partner,
especially note the necessity of the decision of problems which are discussed
at negotiations.
Try to reveal the general aspects and opportunities for reception of
mutual benefit and make your partner to understand it.
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Don’t fall into illusions and do not think, that is possible to come to the
consent on each point of negotiations; if it was so, negotiations in general
would be not necessary.
Method of equilibration. At use of this method take into account the
following recommendations.
Define which the facts and arguments (results of calculations, the statistical data, figures, etc.) it is possible to use to assure the partner to accept your
offer.
You should rise mentally for a place of the partner for some period of
time, i.e. to look at things with his eyes.
Consider the complex of problems from the point of view of arguments
«for» expected from the partner and make your partner to understand all
advantages, connected with it.
Also consider all possible counterarguments of the partner, be ready for
them and prepare to use them during the argument.
Don’t try to ignore the counterarguments of the partner: he waits
from you the reaction to the objections, clauses, fears, etc. Before to pass
to it, find out, what was the reason of such behavior of the partner (not
absolutely correct understanding of your statements, insufficient competence, unwillingness to risk, desire to pull time, etc.).
Method of compromise. Partici pants of negotiations should find out readiness for compromises: in case of discrepancies of interests of the partner it
is necessary to achieve the agreement stage by stage.
At the compromise decision the consent is achieved by way, when partners are refused from requirements after fault attempts to agree among them.
To come closer to aposition of the partner, it is necessary to antici pate
mentally possible consequences of the compromise decision for realization
of own interests (the forecast of risk degree) and critically estimate allowable
limits of concession.
It might happen, that suggested compromise decision exceeds your competence. You can go to the conditional agreement in interests of preservation
of contact with the partner (for example to refer to the basic consent of the
competent head).
It is difficult to come to the consent quickly by the concessions, comprehensible for both sides (for example, as against full refusal of one of partners
of the requirements or the so-called «rotten» compromise); partners on
inertia will persist on the opinion. It is necessary to have patience, the corresponding motivation and skills «to shake» the partner with the help of new
arguments and ways of consideration of a problem, using of all opportunities
following from negotiations.
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The agreement based on compromises is concluded when it is necessary
to achieve the general aim of negotiations, when their failure will have
adverse consequences for partners.
All methods of negotiating have the general character. There is a line of
receptions, ways and princi ples, which are concretized and detailed of their
using.
1. Meeting and occurrence in contact. Even if just one partner has arrived
to you instead of delegation, it is necessary to meet him at station or at the
airport and to bring him up to the hotel. Depending on a level of the head of
arriving delegation, someone from partici pants of negotiations which was
outlined or the head of our delegation can meet the delegation.
Stage of a greeting and occurrence into the contract is the beginning of
direct personal business contact. It is general and important stage of negotiations.
Procedure of a greeting takes very short time. The most widespread in the
European countries form of a greeting is handshake, thus the first person, who
should greet is owner.
The conversation before starting the negotiations should be characterized
by easy conversation. It is possible to exchange of cards which are handed
over at the negotiating table, but not during the greeting.
2. Attraction of attention of participants of negotiations (the beginning of
a business part of negotiations). When your partner is confident, that your
information will be useful to him, he will listen to you with pleasure. Therefore you should wake the interest of opponent.
3. Transferring the information. This action is based on the fact, that on
the basis of the interest to convince the partner that he will make decision
wisely, if he agrees with our ideas and offers because their realization will
bring appreciable benefit to him and his organization.
4. Detailed substantiation of offers (argumentation). The partner can be
interested in our ideas and offers, he can understand their expediency, but it
he still behaves himself cautiously and does not see an opportunity of using
of our ideas and offers in his organization. When the interest was caused and
the opponent was convinced in expediency of our ideas, we should find out
and differentiate his desires. Therefore the following step in procedure of
carrying out of business negotiations will be to reveal interests and to remove
all doubts (neutralization, a refutation of remarks).
Every partici pant aspires to convince the partner of expediency of acceptance of his offer. If the disputed, unacceptable elements were appeared in
a position of the partner, it is necessary to let him know it at once. It is
possible to specify directly, for example, that the given part of the offer
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cannot be accepted, because it does not meet to norms of international law.
One of reaction form to the unacceptable offer is refuse of its discussion.
Differently, arguments at this stage are used not only to convince other
participants of negotiations in correctness of your position, but also to show,
what is unacceptable in the position of partners and what cannot be a part of
the arrangement. Achievement of mutual understanding, development of the
general position are still the most important target at this stage, what creates
preconditions for definition of the general points of the future agreement.
The basic stage of the second stage of negotiations is definition of limits
of the possible future agreement what allows to pass to the third, final stage –
coordination of positions and developments of contractual documents. It is a
stage of the most intensive negotiations with attraction of experts. Every
delegation brings the offers, projects of resolutions, and amendments to them.
If the course of negotiations was positive at a finish stage it is necessary
to summarize them, briefly to repeat substantive provisions which were mentioned during negotiations, and especially the characteristic of those positive
moments with the help of which the consent of the sides was achieved. It
will allow be sure that all partici pants of negotiations clearly represent essence of substantive provisions of the future agreement, all of them have a
point of view that during negotiations was achieved the certain progress. It is
possible to discuss prospect of new meetings, being based on positive results of
negotiations.
At a negative outcome of negotiations it is necessary to keep subjective
contact to the partner of negotiations. In this case it is paid attention to the
personal aspects, which allow keep business contacts in the future, but not to a
subject of negotiations, i.e. it is necessary to refuse from summarizing of those
sections where it has not been achieved positive results. It is desirable to find
such theme which will present interest for both sides, will help creation of a
friendly, easy atmosphere of farewell.
The protocol events are the integral component of negotiations, having
important meaning in the decision of the problems and it can promote
success, or, on the contrary, to create the precondition for their failure.
The business report covers the wide field of action: it is the organization
of meetings and service of negotiations, recording of conversations, maintenance with souvenirs, the form of clothes, the cultural program, etc. For the
decision of these questions it is expedient to create in the organization
protocol group (2–3 people) which will be engaged in protocol formalities.
The coordination of positions is expedient to carrying out in two
steps: in the beginning the general formula is developed, and then details
– it is edition to the text independence from achievement of the arrange361
ment of the future agreement. At this stage the arrangement can be submitted as coordinated princi ples, structure of the document, joint instructions of heads of delegations, and a compromise variant of the project of
the text.
Final documents of negotiations can have various names. Partici pants
have the right to choose any of them, but, as a rule, they are guided by the
content of the document.
Bilateral contracts are made in languages of contracting parties, multilateral – in one, two and more languages.
In bilateral negotiations princi ple of the alternate is strictly observed
(from the Latin alternus – alternate) when the name of the country,
signatures of the authorized persons and seals in original copy of the
document of the one state are put down on the first place .The most
important place for the signature is under the text of the contract above
from the left side if names of subscribing persons are settled down in a line,
or from above if they are settled down in a column. Other authorized
persons put their signatures in the order coordinated order: or alphabetically, or on a lot.
In multilateral contracts the document is made out in one or several
languages. For example, contracts under the control of the United Nations are made, as a rule, in five languages – English, French, Russian,
Spanish and Chinese. Names of the countries (contracting parties) are
listed in alphabetic order, in the same order the contract is subscribed
by authorized persons. The choice of the alphabet is coordinated by
partici pants.
Sometimes initialing proceeds signing of the document (the initials of
the authorized persons confirming, that the text is coordinated are put on
each page).
After expiration of the term of action the contract can be prolonged or,
in connection with performance of obligations, its action must be stopped.
The contract can be denounced (it is usually sti pulated preliminary) when
one state notifies another about the loss of its force. Cancellation of the
contract can be made unilaterally, usually in written form, in case of any
weighty reasons.
Analysis of business negotiations results. Negotiations can be completed
if their results are responsibly and carefully analyzed and when the necessary measures for their realization are accepted; when the certain conclusions for preparation of the following negotiations was made.
Targets of the analysis of results of negotiations:
– Comparison of the purposes of negotiations with their results;
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– Definition of measures and the actions following from results of
negotiations;
– Business, personal and organizational conclusions for the future
negotiations or continuations of negotiations, which were carried out
before.
The analysis of results of business negotiations should pass on the following three directions:
1) The analysis after the end of negotiations. Such analysis helps to
estimate a course and results of negotiations, to exchange impressions and
to define the prime actions connected to results of negotiations (to appoint
executors and to define terms of performance of the achieved agreement);
2) The analysis at the top-level of management of the organization.
Such analysis of results of negotiations has the following purposes:
– Discussion of the report about the results of negotiations and
finding-out of deviation from earlier established instructions;
– An estimation of the information about already accepted measures
and the responsibility;
– Definition of validity of the offers connected to continuation of
negotiations;
– Reception of the additional information about the partner of
negotiations;
3) The individual analysis of business negotiations is a finding-out of the
responsible attitude of each partici pant to the problems and the organization
as a whole. It is critical introspection as the control and extraction of some
useful points from negotiations.
In process of the individual analysis it is possible to receive answers to
the following questions:
– Whether Interests and motives of the partner of negotiations have
correctly been determined;
– Was the preparation for negotiations corresponded to the real
conditions, a developed situation and requirements?
– Was the arguments or offers on the compromise correctly determined,
how to increase effectiveness of the argument in the substantial and
methodical plan;
– What has defined the result of negotiations, how to exclude
negative nuances in procedure of carrying out of negotiations
in the future;
– Who is responsible for increasing efficiency of negotiations?
Reception of the objective and full answer to last question will have
important place for future of organization.
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Conditions of efficiency of negotiations. Preconditions of success of business
negotiations mention a number of objective, and subjective factors and conditions.
First of all, partners at negotiations should satisfy the following conditions:
– Both sides should have interest to a subject of negotiations;
– They should have sufficient powers in acceptance of final decisions
(the corresponding right on negotiating);
– Partners should have the sufficient competence, necessary knowledge
concerning a subject of negotiations;
– To be able to take into account maximum full subjective and objective
interests of other side and to go on compromises;
– Partners should trust each other in the certain measure.
For maintenance of efficiency of negotiations it is necessary to observe
the special rules.
The main rule is that both sides came to belief, that they have won
something as a result of negotiations.
The most important at negotiations is a partner. It is necessary to convince him in acceptance of the offer. It is necessary to focus on him all course
of negotiations and argument.
Negotiations are cooperation. Any cooperation has the general base, therefore it is important to find the general denominator for various interests of
partners.
Rare negotiations pass without problems, therefore is the propensity to
the compromise is important.
Any negotiations should be like a dialogue, that’s why it is important be
able ask correctly question and to listen to the partner.
Positive results of negotiations should be considered as their natural end,
therefore in summary it is necessary to stop at the contents of the contract
where all interests of partners have been found.
Negotiations are considered completed if their results have undergone
to the careful analysis on the basis of which corresponding conclusions
were made.
Intermediation in negotiations
Skilled di plomats aspire to not allowing occurrence
of conflicts, and if it has taken place – to resolving of them. The conflict can
be resolved by partners on negotiations independently, especially when this
process goes within the cooperation and mutual trust.
When the sides are not capable to settle down some questions independently, they, as a rule, address to the agent – the third party which was not
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partici pated in the conflict, but it is interested in overcoming of the conflict
(for example, the United Nations in the sanction of the Arabian-Israeli
conflict).
The state representatives can act as the agent in negotiations. The agent
should carry out the following functions: communicative, information, analytical, generating of the new ideas, supervising.
The requirements showed to the agents, consist on the following. At first,
the persons possessing as special knowledge in a subject of negotiations, and
professionals in the field of international law should be included in structure of intermediary group. Actually the agent is the independent expert
who gives the recommendation, which is based on objective criteria and the
standard international norms. Secondly, the agent should have authority
and trust of the sides who have invited him. At third, he should be absolutely neutral and also should not show any sympathies to one of partici pants
of negotiations.
The agent can serially meet with contracting parties, carrying out a role of
the postman. In practice, such activity is effective only in that case when there
are certain general moments in positions of partici pants.In other case, the
role of the agents will be shown only to an opportunity to declare mutual
claims each other.
It is necessary to emphasize here, that it is necessary to possess thin
intuition and to be the good psychologist for agent. He should not make own
conclusions about who is right and who is guilty in the conflict for not
aggravating it. The clever agent will try not only to inform the sides about
their positions, but also will aspire to help to look at a problem eyes of the
interlocutor, to understand, realize not only own interest, but also interest of
the partner. Many researchers recommend playing of a situation in which
partners are interchanged the position in these purposes. This way brings
good results, especially when the question is about the interethnic conflicts
and interlocutors accept conditions of game.Sometimes for partici pation in
such experiment representatives of the public, scientists who will help official partici pants of negotiations to correct the position and aline of conduct
are invited.
Such activity of agents helps partici pants of negotiations to see aproblem
eyes each other, but it does not solve them. Analytical function helps to solve
this problem. The agent should make the deep and all-round analysis of
essence of the conflict, develop own variants of its solving and suggest them
to partici pants of negotiations.It can be new offers and offers, which were put
forward earlier, but differently formulated and that’s why it was consequently
comprehensible for the sides. The agent cannot insist on acceptance of his
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offers, he can just advise o to listen to them. Also the role of the agent is
important at drawing up of the final documents and formulations.
Sometimes the function of the control over performance of arrangements is assigned to the agent also. At achievement of the arrangements,
which are satisfied all partici pants of negotiations the further relations can
develop without partici pation of the agent.
National features of interlocutors in communication
The problem of national features of negotiating styles
in the scientific plan has recently become a subject of researches of the
American scientists (U. Zartma, M. Berman, G. Zonnenfeld, L. Sloss, R. Fisher,
etc.).Di plomat G.Nikolson was one of the first from English scientist who
has allocated national negotiating styles.
It is possible to allocate three groups of the features describing national
styles. The features which are connected with formation of structure of delegation and with such fact as how they are free in decision-making are
concern to the first. The second group is made from various sort of valuable
orientations: moral, ideological, religious. The third group is distinguished
with the personal moment of partici pants’ behavior that depends on aset of
factors and is expressed in mimicry, gestures, using different styles of negotiations, tactical receptions.
It is necessary to take into account national features of interlocutors,
their psychology, habits, customs, and hobbies when you build the tactics of
negotiations and choose the arguments. This knowledge will help to find
faster with them common language. We shall stop on it.
In the Japanese national character are allocated: the diligence, strongly
advanced aesthetic feeling, adherence to traditions, propensity to loan,
disci pline, fidelity to authority, feeling of the debt, politeness, accuracy,
self-control, thrift, inquisitiveness, aspiration to the coordinated actions
in group.
So, Japanese in dialogue behave themselves very restraint (not as an
example to Italians, the Frenchmen, and Americans). Inadmissibility of public
expression of emotions is brought up at them since the childhood. Reserve
for Japanese is not hypocrisy; it is a norm of behavior.
In Japan the smile or laughter mean different things- it is an attribute
of a friendly arrangement and expression of restraint, reserve, open expression
of emotions, and an attribute of awkwardness. The smile of the Japanese can
mean «...I understand...» or «...I do not understand...». Hand shake in Japan
is not accepted.
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Japanese avoid a steadfast direct sight which is inevitable at hand shake, and
they are not imposed by a manner to touch to each other. Hand shake is not
included in process of dialogue. The most important elements of a good form in
dialogue are bows. It is enough fifteen bows for the trivial greeting, forty five
bows are to make good impression, express special respect seventy bows, and the
most dear person welcome, having bowed to ninety times successively. At
representation hand over and try to receive cards with both hands; read them
attentively for respect.
For Japanese vertical fast movement by a head means not «I agree with
you», it means more likely «...I listen to you very attentively».
Removal of a sight aside at conversation represents one of the essential sides of contact dialogue. The partner by the conversation, staring on
the interlocutor, is perceived in Japan as the person who does not possess a step.
Japanese in conversations avoid sharp denying; try to avoid also the
word «no». They consider, that even if the interlocutor feels, that it is refused
him, it is not agreed with him, but it is made very softly, not offending his
self-respect, in this case he will accept the refusal easier. Therefore Japanese
enter into the conversation «soft» revolutions – denying. Such way of dialogue serves as external display of one of the basic features of the Japanese
character – politeness. Silence also can be the sign «no». The counter
question is the answer «no» to any request or a question. If Japanese want to
answer negatively, but have no telling arguments, they refer to the bad state
of health, earlier given promise, employment, etc. They often answer to the
directly put question «it is necessary to think».
The answer «Yes, but...» means refusal too. So in reply to the request the
Japanese tells, that he will make the best efforts, will do the utmost, but if the
result will not be, he apologizes beforehand.
Establishment of business contacts to the Japanese firms by correspondence and telephone dialogue, as a rule, is ineffective in distinction from many
other countries.
During the first business meeting with representatives of the Japanese
firms it is accepted to exchange written materials about the firms.
Accuracy at negotiations in time of their beginning and their termination or in performance of the promises is one of the most important features
of the Japanese style of negotiating.
The patience in Japan is considered as one of the basic virtues, also in
business. Efficiency of threats is small at negotiations with Japanese. They use
threats seldom, however, as well as other tactical receptions directed on compulsion – a bluff, pressing, etc.
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At negotiations Japanese frequently aspire to avoid risk, considering it as
threat for their honor, prestige, reputation. The aspiration cannot lose to
appear is stronger, than desire to win.
Americans are persons. Individuality and rights of the person are the
most important for them. They are direct people, appreciate honesty and
frankness in people, pass to essence of conversation quickly and do not spend
a lot of time on formality.
Americans, showing real interest, ask many questions at negotiations. They
are vigorous, they are irritated with silence, they do not like breaks in conversation. The business American by the character is not pedantic. He prepares
for negotiations carefully, taking into account all elements on which the
success of an affair depends. He saves time and appreciates punctuality.
Americans are trustful at all thrift; it is not so difficult to cheat them.
They are very truthful, it is not accepted to tell lies in America, and exposure
in lie can destroy reputation of the person for ever. The American is cheerful,
has got used to smile. American likes joke, he is kind and sometimes even
generous. His jokes, as a rule, are simple. Americans are independent. They like
to compete, achievements, records, constantly compete with each other. The
pragmatism of Americans means that at business conversations they concentrate the attention to a problem and aspire to reveal and discuss not only the
general probable ways of decision, but also the details connected with realization of arrangements.
Americans are vigorous, adjusted on a hard work in business dialogue.
Style of business dialogue is differed by professionalism. It is difficult to
meet the person who is not competent at discussed questions in the American delegation.
Democracy of Americans in business dialogue is in aspiration to informal atmosphere at negotiating and business conversations, in refusal of strict
following to the report. They appreciate jokes and react to them well, trying to
emphasize friendliness and openness.
The Frenchmen – one of the most oldest and original nations on the
European continent, having a rich history and culture. In the past France
rendered significant influence on formation business etiquette and adi plomatic protocol.
The Frenchmen are more likely gallant, than polite, skeptical and prudent, smart and resourceful. At the same time they are trustful and magnanimous.
The Frenchmen are noble and exact, but also intolerant. They prefer to
negotiate in French, thus it is necessary to take into account, that they are
rather sensitive to mistakes of foreigners in the French language. However if
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your French partner has started talking suddenly in English or in Russian,
consider, that you have received the biggest concession. Business negotiations, as
a rule, begin at 11 o’clock in the morning. The preference is given to wine for
all occasions. Discussing of some problems is taken place only after coffee. In
France it is not accepted to address to the interlocutor by name if only he has
not asked about it. Usually «Mr.» is used, addressing to the man, and «madam»
addressing to the woman. In the business world to women address with a word
«madam» irrespective of their marital status. Men, as a rule, use hand shake.
The personal communications and acquaintances have important value
in a French business life. The French businessmen prepare for negotiations
very carefully. They study thoroughly all aspects and consequences of acting
offers. That’s why it take place the slowed down rate of negotiations.
They assert all princi ples and position, but they are not inclined to the
tender. At negotiations they always choose the type of interaction. They also
do not like to face with unexpected changes in positions during negotiations.
The Englishmen. The ideal for Englishmen is independence, erudition,
internal self-esteem, honesty and disinterestedness, tact, grace of the manners,
politeness, ability to offer with time and money for a good business.
It is not necessary to begin negotiations with English firms without
thorough training and coordination, improvisation is not acceptable. Traditionally negotiations begin with discussion of weather, sports, etc.
Position of any English firm at negotiations, as a rule, is rigid. Negotiations
are conducted with attraction of a numerous actual, help and statistical materials. Each position is counted; each detail and each parameter of the contract is strictly fixed.
English business is characterized by caste. On the one hand, it defines his
high professional level, and on the other hand, it interferes with inflow of
fresh forces. It is important for businessmen to visit such entertainment
actions as tennis tournaments, gallop, etc. All of this should to be taken into
account to gain the English businessman. Coming into the contact with
English businessmen, you get not only the business partner at present, but
also a basis for an establishment of long business mutual relations which will
bring to your enterprise considerable benefit in the future.
Such features, as restraint, scrupulousness (it forces them to be closed and
unsociable with strangers), reverence of the property, enterprise, and efficiency
are inherent in Englishmen too.
English traditions are restraint in judgments as a sign of respect for
the partner. Therefore they try to avoid categorical statements using such
variety of introduction revolutions as: «it seems to me», «I think», «It is
possible», etc.
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The foreign partner who has got used to count, that silence – a sign on
the consent, frequently wrongly believes that has convinced an Englishman
of the correctness. It is not always means the consent in Britain to listen to
the interlocutor, not objecting to him. Englishmen consider that self-control
is the main advantage of human character. It is not necessary to be afraid of
being silent with English partners. The rough behavior is when the person
speaks a lot, i.e., in opinion of an Englishman force imposes himself to
another’s. Punctuality in the Great Britain is a rigid rule. It is necessary to
mean, that Englishmen make a decision more slowly, than, for example the
Frenchmen. It is possible to rely on the word of honor of Englishmen. They
are flexible and willingly respond to the initiative of the partner. Tradition
for them is to avoid «sharp corners» during negotiations.
Germans have the reputation of the nation with good character. Honesty
and efficiency are inherent to them. Germans are phlegmatic persons by
temperament.
Germans are diligence, punctuality, thrift, rationality, organization, a pedantry and aspiration to orderliness.
Germans in negotiations use categorical «no». The Austrians will always
try to leave in negotiations opportunity to continue them.
High professionalism and performance of obligations promote adjustment of long-term business connections with German firms. If you will be
punctual you deserve at once respect of your German colleagues that will
solitarily affect a microclimate at negotiations. Time of a forthcoming meeting
is necessarily coordinated, what is possible to do by phone. All promises were
given during telephone conversation, as a rule, are carried out.
Germans prefer negotiations where they with sufficient evidence can see
opportunity of the decision. They carefully study the position, like to discuss
questions consistently one by one.
Ceremony of representation and acquaintance corresponds to the international rules: hand shake and exchange of cards.
At the conclusion of transactions Germans will insist on rigid performance of the accepted obligations, and also on payment of high penalties in
case of their default. They can demand granting of the significant guarantee
period on the goods delivered to them, and also a pledge in case of delivery of
the substandard goods. During negotiations Germans are rather professional
and official. You should to address for example «mister Schmidt» (and if
there is a title – with the indication of a title), instead of by name as it is
accepted in America.
Italians are expansive, hot, and gusty, differ with the sociability. The
Italian combines the French vivacity and cheerfulness with the Spanish
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gravity and hardness. His aesthetic character is the taste connected to affect.
Practice of business negotiations existing in the country does not differ
essentially from norms of the majority of the European countries. The Italian
businessmen give great value to that negotiations were conducted between
those people who occupies equal position in enterprise, in the business world.
Therefore before business meetings Italians try to learn a working career of
potential partners, their age and position. It is considered in Italy that informal conditions of negotiation promotes to decrease the possible contradictions, gives an opportunity more freely to state critical remarks to address of
the partner, not risk to cause his displeasure. The Italian businessmen are
sensitive to following to key rules of business ethics.
Spaniards are serious, open, gallant, and human; possess the good sense of
humor and ability to work in team.
Propensity of Spaniards to be late for a meeting is a subject of jokes. Style
of negotiating is not so dynamical, than with the American and Japanese
firms. The rules of meetings are not always observed because Spaniards like
to speak much. The Spanish businessmen give great value to such fact as
negotiations must be conducted between people who occupy equal position
in the business world.
If you are going to make business in Spain it is necessary to inform
about your t arrival in the country to partners. It is not necessary to make an
appointment at midday – hour of a siesta. As a rule, negotiations pass with
partici pation of one or several partners and traditionally begin with discussion of weather, sports, sights of city, etc.
Swedes are known for the deeply taken roots Lutheran business ethics
which are closed to German, but is not so dry.
Diligence, punctuality, accuracy, gravity, validity, decency and reliability
are characteristic features of the Swedish businessmen. The level of their
qualification is very high; they especially appreciate professionalism in
the partners. They are pedants that is why do not name in negotiations of
your partner by name until he will not offer it to you. Swedes like to
plan affairs beforehand; therefore it is better to agree about business
meetings beforehand, instead of last minute. They arrive at negotiations in
appointed time, the deviation from which should not exceed 3–5 minutes,
in unusual cases – till 15 minutes. Swedes are constrained and as opposed
to Italians, do not express brightly the emotions. It is necessary to prepare
carefully for negotiations with them, because they like to study all questions in the smallest details. It is impossible to achieve desirable success
without it. Friendly communications and attitudes have a special role in
development of business.
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The Dutch are accurate and hardworking people. The avarice attributed to
them is not inherent to them, it more likely thrift and rationalism of behavior. One of displays of the big cheerfulness of Dutch is their extraordinary
care of children and attention to them. Dutch appreciate sense of humor in
people. They are able to have fun even they are serious in work and sometimes silent up to gloom.
Scots. The most typical features are activity and simplicity. They do not
live anywhere idly and if they will undertake business, it is rare that something is impossible for them. Distinction between an Englishman and the
Scot is hugely. The national feeling is very strongly developed for Scots.
The aspiration to be rich and to money-making is characteristic for Englishmen, but not for Scots. The Scottish church does not recognize any
holidays, except of Sundays which are observed very strictly and severely.
The Irish. The passionate, mobile, windy customs are the main basis of
the Irish character. The rare person of other nation is content with something so small, as the Irish do it. Despite of all frankness, Irish businessmen is
artful with the enemies, can hide behind the mask of the nonsense. He shows
comprehension and inquisitiveness everywhere. The Irish is gifted with the
poetic nature, big imagination, openness and trustfully to everyone who will
tell him some kind words, except for Englishmen. He is ready to help to
everyone, to share everything, what he has, but at the same time because of the
slightest contradiction, because of one not liked word he can flare up, tell
impedances. Representatives of this nation have propensity to laziness and
disorder, and also passion to drunkenness.
Norwegians are excellently combined, harmonious, strong, and courageous
and they are proud of their force very much. They also have the wild energy and
patriarchal character. Norwegians can help somebody in any case without self
interest. Honesty of Norwegians was included into the proverbs. They passionately love the native land. The most outstanding character trait of the Norwegian is
hospitality. They like to pleasures, feasts, fun and binges together is great.
Chinese. Considering features of negotiations with the Chinese partners, it
is necessary to mean, that during business meetings they are very attentive to
gathering the information concerning a point of issue, and also partners on
negotiations, to formation of « spirit of friendshi p » which they identify
with good personal relations of partners. «The spirit of friendshi p » at
negotiations is very important for them. It is not necessary to expect, that at
negotiations the Chinese partner will state the first the point of view, will
make some proposal, etc. At carrying out of negotiations on the Chinese
territory (they like to carry out them at home very much) Chinese can refer
that, according to their traditions, the visitor speaks the first.
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If you try to receive information in the beginning from the Chinese side
it will be ineffectual. The information will contain just general provisions.
The Chinese side usually makes concessions in the end of negotiations
after estimating of opportunities of the partner. In the moment when it
seems, that negotiations came into impasse, Chinese suddenly can make the
new offers with concessions that will enable to continue negotiations.
Final decisions usually are accepted by the Chinese partici pants at home,
but not at the negotiating table with the partner.
Koreans. According to Confucianism moral personal communication and
personal contact with the partner without which it is impossible to solve any
problem in Korea are the most important for businessmen from the republic
of South Korea. Koreans always insist on personal meeting. They are open,
sociable, very polite and well brought up people, that’s why it necessary to
remember that the warm relation to you cannot mean, that you real have
managed to interest your partners with your the offers. It is only politeness,
and you should behavior yourself in the same way. The Korean businessmen
are considered rather energetic and aggressive at negotiating. Usually negotiations, especially initial, have rather long protocol part. Clearness of expression
of problems and ways of their decision are characterized for them.
Koreans have not got used to express openly disagreement with the
partner, to prove that somebody is not right (they also wait for it from the
interlocutor). During the conversation it is not recommended to use expressions like: «it is necessary to think», «to solve this question will not so
easy», «the offer requires long studying», etc. It will be recognized by them
as ascertaining of unacceptability of idea at the given stage of negotiations
though the partner wanted to express readiness for long efforts on finding-out of opportunities of realization of idea.
The Arabs. In the Arabian countries the great value is given to Islamic
traditions. The Arabian greeting turns as against dry and short European to the
whole procedure, it is accompanied by inquiries about health, about affairs.
Speech of the Arabian interlocutor is accompanied by often references to
Allah, with a hope on his help in end of future affairs (it is the usual form of
politeness).
The cultural distance between talking Arabs usually is shorter, than it is
accepted at Europeans. Talking persons are touching each other that testify
about their mutual trust.
At the first meeting your Arabian interlocutor expresses kindliness and
courtesy to you. It is not pretence; it is tradition. The next conversation can
pass not in this way. The Arabian interlocutors avoid precise answers «yes»
or «no». Instead of them they can tell you such phrases as «If it will be
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necessary for Allah». The Arabian understanding of etiquette forbids to the
interlocutor to resort to direct answers, to be categorical; Arabs during conversation avoid also fussiness, haste. It is considered that it is necessary to
leave an opportunity for the future contacts. Refusal of the transaction is
accompanied by clauses, praises for the benefit of the discussed offer.
The Islamic morals characterize trade as a prestigious and esteemed
activity.
Commercial transaction is always small performance for Arabs. Inviting
to make the transaction, the Arab becomes «courtesy». The first price always
is overestimated. The owner starts to praise the goods in every possible way.
The customer aspires to decrease the price. Process of buying something is
accompanied by soft drinks and coffee.
The establishment of trust between partners is the most important thing
in negotiations for Arabs.
In the Muslim world the foreigner cannot address with questions or
requests to the woman, it is considered indecent, all contacts, discussions are
conducted with men.
As a whole as the Arabian world is not homogeneous, there are significant
distinctions in styles of business dialogue at representatives of the various
Arabian states.
The resulted examples show, that there are a lot of traditions and customs
of dialogue and business ethics in each country.
Partici pants of the international dialogue adhere to uniform norms and
rules, nevertheless national and cultural features can appear rather significant
at business relations. The knowledge of these features can serve as the original
guidebook, a reference point of possible partner’s behavior.
We have specially in detail stopped by the example of national features
of partici pants of negotiations, having shown importance of their account in
construction of tactics of negotiations, in correct understanding and an estimation of actions of partners. The knowledge of these features and their
account are necessary in the business report that will be shown below.
If as a result of the carried out negotiations the consent on all conditions
of the transaction is achieved, it is not necessary to postpone signing of the
contract for tomorrow at an opportunity to sign it(him) today.
If are negotiated on import several firms it is necessary to carry out(spend)
them so that till the latest moment to keep an opportunity of refusal of
continuation of negotiations in case has disappeared necessity for the goods
or other more favorable offer is received, or tactical conditions have changed.
Do not aspire to reception of the big benefit at the single transaction. Better
smaller benefit, but at many transactions during the long period.
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Any negotiations, than they have ended, should leave at the partner impression about you, let even as about a little bit rigid, but the reliable partner.
Even if the compromise is not found also the transaction has not taken
place, do not leave enemies. It is better to leave about itself good opinion and
memoirs.
At the end of the negotiations it is expediently to put before the partner
the questions, which have still remained open and have handicaps in their
decision if you feel doubt and fear about them. It is necessary to emphasize
the basic advantages of your offers once again.
Negotiations can be completed by signing of the discussed and coordinated
contract. They can be interrupted in case of the necessity of study of the arisen
complicated questions which are demanded time. In this way the sides agree
about their continuation and establish term of a new meeting. Such documents
as the memorandum, an assembly note in which the achieved arrangements are
stated, the coordinated conditions of the planned transaction in this case can be
signed. They should be subscribed by both sides. And the so-called report of
intentions can be made. It is important that this document has no validity.
Sometimes it is necessary to entrust to executors to carry out actions which are
written in this document (to prepare the document, to send a sample, etc.).
It is possible that the sides have left without making written form of the
past conversations. In this case your partner when he comes back usually
sends you the letter with expression of gratitude for warm reception, positive
results of negotiations and readiness for a new meeting for their continuation and conclusion. In this letter the partner also states the essence of the
achieved coordinated agreements. It is necessary to answer this letter to
confirm that it has received. And if all information which is stated in it
corresponds to the reality, it is necessary to thank the partner and express the
readiness for a new meeting and hope for its favorable outcome. If there are
some discrepancies, distortions, non- conformity with positions it is necessary to correct them definitely. Otherwise, the partner will consider, that the
positions of the sides in the document are accepted, considered agreed.
Types of diplomatic receptions
One of the most widespread and standard form of
foreign-policy activity of the official representatives of the state are di plomatic receptions. The importance of receptions means that they promote
establishment, maintenance and development of contacts between foreign
policy departments of the states, interchange of information between their
representatives, improving of friendship between the countries, etc.Occasions
of the receptions can be the most different: a national holiday, anniversaries,
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arrival of the honored guest, official governmental delegation, and anniversary
from the date of signing the important state documents, opening of an exhibition, festival, and also daily di plomatic practice.In spite of the fact that
different countries carry out receptions with their own uniqueness, there are
general rules such as hospitality, kindheartedness, they show the integral
attributes of honour and virtue of the state. Di plomatic receptions fall into
day time and evening, with seating chart and without it.
Examples of the day time receptions: «a glass of champagne», «a glass of
wine», breakfasts; Evening time receptions are «cocktail», « a la official buffet»,
a dinner, a supper, dinner – buffet, «tea», «joure fix».
The simplest from the point of view of the organization are receptions
such as «a glass of champagne» and «a glass of wine» which are carried out
without taking seats. They begin, as a rule, at 12 o’clock and proceed about one
hour. Receptions of such type are carried out on the occasion of a national
holiday, delivery of credentials by the ambassador, departure of the ambassador,
opening of an exhibition or festival, etc. During reception canapé (small sandwiches), nuts are offered as a snack besides champagne, wine, juices, mineral water.
The name «The glass of champagne» emphasizes special solemnity of the
reception. Breakfast is arranged between 12 and 15 o’clock (as a rule, at 12.30
p.m. or 1 p.m.) and proceeds usually about one hour at the table and about
30 minutes – for coffee. This kind of reception is assumed taking seats and is
carried out on the occasion of arrival and departure of the ambassador, anniversaries, in honour of arrival of the honored guest. The menu traditionally
includes one – two cold snacks, one fish or meat dish and a dessert. Traditional
alcoholic drinks are aperitif during guests are coming; vodka or liqueur (cooled)
on the table and to cold snacks; white cooled wine to fish, red wine of room
temperature to mea; cooled champagne to a dessert, liquor, cognac to tea, coffee.
On day time receptions it is normal to come in casual clothes, except for cases
when the form of clothes is specified in the invitation. Evening receptions are
considered as more solemn than day time ones. Receptions such as «cocktail»
and «a la official buffet» are carried out without taking seats. It is possible to
invite to them from 20 up to several hundreds people. The beginning and the
end of reception are sti pulated in the invitation (17.00–19.00; 18.00–20.00).
Visitors can come and leave at any time specified in the invitation. It is
optimum to stay for one and a half hours at the reception. To come and leave
at the time which is specified in the invitation means special respect to the
owners of the reception. The formal difference between both receptions is that
there are more drinks than snacks on the «cocktail», cold snacks are served by
waiters. Sometimes the table is covered and is has neither plates or forks on it,
there are only wooden or plastic sticks.
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At the buffet (fr. A la official buffet – with a fork) receptions visitors help
themselves. Snacks which can be taken only with a fork are served, and there are
no snacks which demand using a knife. Tables are served with cold snacks (in
the middle of the table); wine-glasses and glasses for alcoholic and soft drinks
(rows or triangles with a corresponding bottle in the middle), plates (put one
on another at the ends of the table). After cold snacks hot is served up.
Alcoholic drinks are the same that are for breakfast. To make the reception
more solemn it is possible to serve champagne, coffee, ice – cream at the end of
the event. Sometimes a small concert or demonstration of movie is organized.
Dinner is the most honourable kind of reception. It usually begins between
19 and 21 o’clock. The menu is made taking into account national traditions
and includes two – three cold snacks, the first course, hot fish and hot meat
dishes and a dessert. Before the dinner when visitors come, aperitifs and similar
to breakfast alcoholic drinks are offered. The difference between supper and
dinner is only time of the beginning (supper begins at 21.00 and later). These
receptions are carried out with taking seats, special clothes are often assumed
(it is underlined in the invitation) – a tail-coat or a tuxedo for men and an
evening dress for women. Sometimes on especially solemn receptions two
receptions are successively arranged – right after dinner there is «cocktail» or
«a la official buffet». Duration of these receptions: an hour – at the table and
one-two hours – in living rooms for conversation where tea and coffee are
served up (sometimes tea and coffee are brought to the table).
Dinner-buffet («smorgasbord») means free taking seats on four – six
people. Tables with snacks are put separately, there are buffets with drinks.
Visitors approach to the table, fill a plate with food and choose one of the
tables to sit. This reception is less official than a dinner.
For women who are spouses of officials evening reception «tea» is arranged (between 16 and 18 o’clock). It is organized by the spouse of Minister
for Foreign Affairs or the ambassador for the spouses of ambassadors and
other officials and also when farewell visits by spouses of heads of di plomatic representatives are paid. For such type of event usually one or several
tables are served (depending on the quantity of guests) candies, cookies, fruits,
drinks, cakes, canapés are served.
Sometimes in di plomatic practice such type of reception as «jour fix» is
carried out. The essence of it consists that the spouse of Minister for Foreign
Affairs or the spouse of the ambassador sends invitations which are valid
for all season. Reception is carried out at the certain day and hour every
week («Wednesdays», «Fridays», etc., depending on the day of the week). There
is no difference between «tea» and «jour fix» from the point of view the form
and contents.Sometimes diplomatic receptions get character of literary, mu377
sical, dancing evenings or sports actions. In Canada, for example, there is a
reception on the occasion of «musical departure on the horses».
To prepare each kind of reception it is necessary to train thoroughly,
which includes: definition of the type of reception, place and date of carrying out, compiling the list of invited, plan of taking seats, menu (appendix 2),
registration and dispatch of invitations (appendix 1).
The choice of the type of reception depends on the purpose which is
pursued by its organizers. For example, if it is necessary to create favorable
conditions for communication and conversation and exchange of information it is expediently to arrange the reception without taking seats. If reception is established on the occasion of arrival of the important foreign visitor,
the most honourable kind of reception – a dinner, and then «cocktail» or
«official buffet» (appendix 4) is arranged.
NORMS OF ETIQUETTE
AND BEHAVIOUR ON OFFICIAL
AND DIPLOMATIC RECEPTIONS
Arrival to and leaving reception
On reception with taking all seats (breakfast, dinner,
supper) it is necessary to come at the precisely specified time. Being late is
considered an infringement of etiquette and can be perceived negatively.
Nevertheless if circumstances have compelled the visitor to be late a little
and he comes when reception has already began, he should come to the
hosts, greet them, explain the reason why he is late without details, bow to the
guests and take the place.
The most widespread circuits of taking seats:
I. There are only men. The owner offers the main visitor a place at the
table opposite to him.
II. Reception with women. The owner and the mistress occupy places at
the ends of the table face to face.
Such form of taking seats is frequently used when there are
ambassadors, charges d’affaireses and interim charges d’affaires with
spouses on reception, the owner and the mistress occupy «less
honourable» places at the end of the table. It makes the process of
taking places easier.
III. Reception with women. The table is has Ï shape, the owner and the
mistress sit opposite each other.
In diplomatic practice the round table is used very often. Princi ples of
taking seats at such table are the same as at the rectangular one. The round
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table is convenient when the position of partici pants of the reception is more
or less equal.
In the di plomatic protocol there is technique of designation places at
the table. Placing cards are printed – small white rectangulars from a dense
paper with the handwritten or type-written last names of all partici pants
of reception.
In the hall where visitors gather and where drinks are served (or before
entrance to the hall), on the small little table the plan of taking places is exposed.
Strictly according to the plan each place on the table is designated with the card.
Invited visitors get acquainted with the plan of taking seats, find the place and
specify last names of neighbors at the right and at the left. It is better to get
acquainted with guests preliminary if conditions and time allow, because doing it
at the table is less convenient.
Special cards with indication of a place at the table are used on receptions
with aplenty invited.Taking seats on adi plomatic reception now doesn’t have
negative consequences , as it happened in the past with discontent and
quarrels, but still demands the big attention because can lead to complications
in personal contacts. Sometimes it is necessary to take into account even
such «trifles» as skill to communicate of separate visitors, their compatibility,
other personal character traits. Correctly give places to the guest is one of
composed successful organization of reception.
Preparation of reception
Reception will pass successfully only in case of the
circuit of its carrying out is thought beforehand over. It is said that « the
theatre begins with a hanger».
The same is possible to tell about adiplomatic reception too.It is important
remember about «hanger» not to forget that the ambassador should if many
visitors are expected to come, first of all notify police about arrival of a plenty of
automobiles and necessities to provide their parking with help of adiplomatic
protocol of a host country . The circuit or the plan of reception should provide a
place where the mistress and the owner welcome visitors. It is necessary to
charge one of employees to see off visitors in halls.Other diplomats and their
spouses should engage with guests. At the reception on the occasion of a national
holiday or other important date the ambassador expects arrival of the guest of
honour meets him, goes with him to the main hall to a table. It means as a signal
for all others that the official part of reception has begun. Toasts and speeches, as
a rule, are not said in such receptions. Nowadays it is not necessary because one
tradition to organize statements of the foreign ambassador on TV in connection
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with a national holiday of his country has begun in many countries. In case of
the reception is arranged in any special occasion and performance of the ambassador with a toast on reception is foreseen, embassy beforehand informs the
Ministry for Foreign Affairs of a host country if it expects the reply speech from
the ambassador. Another way is when the government of the country arranges a
reception in honour of the important foreign visitor. On such reception (a
breakfast, a dinner, buffet reception) by the program of staying the visitor in the
country is provided an exchange of speeches. The text of speech of the honored
guest beforehand is translated into language of the visitor. In this case there is no
necessity of oral translation. Toasts are foreseen on receptions such as a breakfast,
a dinner, a supper too. It is usually organized at the end of reception when
champagne is given. The text of a toast can be beforehand prepared in written
form and read. The owner often says a toast without the written text, but it doesn’t
mean, that the text has not been beforehand prepared. Diplomatic receptions is
agood opportunity to their participants for conversation on various questions,
and on receptions without taking seats («cocktail», « a la official buffet», etc.) –
conversations with the big circle of interlocutors are possible. At breakfast (a
dinner, a supper) the mistress and the owner pay the basic attention to the main
visitor and his spouse, but nevertheless aspire to involve all visitors in conversation. Therefore at the table, as a rule, people speak about events which can be
interesting for all visitors: news of the literature, art, cinema, painting or any
special message of press which is interesting for all over the world. It is incorrect
to speak at the table about controversial problems and questions which for the
various reasons can be unpleasant for somebody from visitors. On small receptions with the ambassador for coffee in the living room where, as a rule, men and
women form separate groups, the exchange of opinions about the important
political questions is not excluded. Reception is quite often used by the owner to
execute the order of the government and to transfer the information to the
official representative of a host country. The visitor can use such way to inform
the ambassador about some important questions, to take an interest in his
opinion. Therefore for the preparation to the reception it is important to think
over the plan of conversations very carefully, with whom and about what to
speak, to whom and what to tell. Well prepared and well thought out reception
can be saddened with unqualified service. To serve the reception the skilled
headwaiter and waiters are involved.
They should know without helps, when, what and how to serve up, what
and when to remove, who to begin serving of dishes with and who to finish
it with, how to behave when toasts are said. From the behaviour of the
di plomat people judge the country which he represents.The di plomat with
incorrect behaviour can damage prestige of the state.
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There is one thing, which is become a rule, according to which the
di plomat, being abroad, should not try to impose the customs and manners, and he is obliged to concern to customs of a host country with real
respect.There are no greater bad manners, than preci pitate judgment or
criticism of things which can be seemed unusual, at first sight.
Even though, di plomatic etiquette inevitably reflects social and moral
princi ples of a society of the country which representative di plomat is
come from, as aresult of long-term dialogue of di plomats of the different
countries the general rules of a good form have developed.
The cardinal rule of the di plomat is accuracy. The di plomat will
come in time on reception and will be there is no longer the rule of
decency is demanded. It is considered impolite to appear on reception
some minutes prior to its ending.
It is better to come in the beginning of reception, and then leave,
preliminary having apologized before the mistress and the owner. Leaving
of the visitor from reception through 15–20 minutes after arrival on it
without an explanation of the reasons can be considered as unfriendly
demonstration. Lateness is impossible if there is an invitation to reception
with taking seats (a breakfast, a dinner, a supper). Visitors on such reception
gather in an interval 3–5 minutes and after the small pause which is
used for mutual greetings and acquaintances, are invited to the table. If
circumstances have compelled the visitor to be late a little and he comes
when reception has already began, he should come to the owner and the
mistress, greet them, explain the reason of his lateness without details, bow
to the guests and take the place.
On reception with taking all places it is accepted less important
employees to be first then the senior employees come. Leaving from
reception is carried out upside-down: in the beginning the senior employees leave and then less important ones do. The main visitor is the
initiator of leaving. Visitors leave gradually, so that on time of the ending
of the reception, which is designated in the invitation, the last of visitors
say good- bye to the masters.
Staying over the time is not recommended because it can be burdensome for owners.
On the receptions organized without taking seats at the table, it is possible
to come and leave at any time within the limits of time specified in the
invitation. It is non-essentially to come to the beginning of reception and to
be on reception up to its end. However, it is considered, that arrival on such
reception in time and leaving from it at the end, is expression of especially
friendshi p and respect to the owner of reception.
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And on the contrary, it is enough to stay on reception of 15-20 minutes
and to leave, having said goodbye to the owner, to emphasize coldness or
stiffness of relations with the organizer of reception.
It is non-essentially to shake hands with each of guests at arrival on
reception and leaving from it.
It is necessary to greet or say goodbye for a hand follows with the owner
and the mistress and to bow to the others only.
Behaviour at the reception
Reception with full service (breakfast, dinner, supper)
consists of three parts: aperitif, reception at the table and coffee table.
Aperitif is organized before the beginning of reception. This time is
intended for gathering and acquaintance of visitors. At this time drinks
for stimulating appetite are served (vermouth, dry wine, vodka drinks can
be served in small portions with snacks, soft drinks and aperitif can be
served up). In a hall where visitors gather and drinks are served up (or
before entrance to the hall) the plan of seating at the table is exposed on
a small little table. Strictly according to the plan each place at the table is
designated with the card. Special cards with indication of the place at the
table are used at receptions with a great number of invited people. Invited
visitors get acquainted with the plan of taking seats, find the place and
specify last names of neighbors at the right and at the left. If circumstances
allow it is better to get acquainted preliminary, because doing it at the
table is less convenient.
Then all visitors with the invitation of the owner and the mistress go to
a table.
Men help women to occupy the places and take their seats at the
table after the mistress and all invited women sat. Behind a table easy
conversation (secular conversation), not preventing a dinner is conducted.
As soon as all visitors have stopped to eat (the owner should not finish a
meal the first), the mistress rises, and after it all guests rise too. Men help
ladies to leave from the table, removing their chairs. All visitors on the
reception, headed by the mistress and the main visitor, go from a dining
room to the living room where coffee, cognac and liquors are served. At
this time on the table (tables) ashtrays are brought, it means that to
smoke is possible. To smoke at the main table during the breakfast, dinner,
supper is not allowed.
Before leaving visitors say goodbye to the owner and the mistress, thank
for the hospitality, interesting evening, but not for an entertaining.
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Chapter 21. GENERAL CIVIL
AND DIPLOMATIC ETIQUETTE
Etiquette is a word of the French origin, means the
established order of behaviour somewhere. Speaking a simple language it
means what is impossible and what is possible and, that is important, if it is
possible, how to do it.
It is how to issue business card, how to use all this variety of table
instruments, how to seat partici pants of negotiations, how to choose atie to a
suit, etc.
The problem is that there are huge set of these «etc. «, we collide with them
every day, and non-observance of them can turn back the big troubles (and
frequently we do not understand at all , that the reason covered in these «trifles»).
There are some types of etiquette:
– Diplomatic – rules of behaviour of di plomats and other officials at
contacts with each other and on various official events;
– Military – the arch of the standard rules of behaviour in army;
– General civil – set of rules which should be observed by citizens at
dialogue with each other;
– Business-etiquette – set of rules which if it fulfilled promotes more
successful business management and achievement of the planned
purposes, which is cause of respect and trust at the business between
partners.
It is important to understand, that norms of etiquette have not been
thought by somebody artificially, and then imposed to a society. They have
quite normal nature and are directed first of all on:
– Achievement of absence of conflicts in professional work;
– Expediency and a practicality;
– Finding of an optimum solution of difficult psychological situations
without restraining self-esteem and human virtue of the business
partner.
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The report (protocol) – set of the rules which are observed at the meetings,
negotiations, and receptions. It is necessary and important for modern businessmen. Ignorance of the business protocol and its infringement quite often leads to
disruption of business contacts which began so well.
Business etiquette is the established order of behaviour in sphere of
business and business contacts.
Etiquette as established order of behaviour helps to avoid misses or to
smooth them with accessible and standard ways. Therefore the main function
or meaning of the etiquette is formation of such rules of behaviour in a
society which promote mutual understanding of people during contact. The
second important function of etiquette is function of convenience; it means
expediency and a practicality. From the trifles and up to the general rules,
etiquette represents the system approached to a daily life.
One of the first rules determining the etiquette is you should act like
rules recommend not because it is accepted, but it is expedient, or convenient,
or simply respect in relation to others and yourself. The etiquette is one of
main «instruments» of formation of image. In modern business to the image
of the company the considerable role is allocated. Those organizations, which
don’t observe the etiquette, lose very much. In companies, where the etiquette
is presented, productivity is higher, their results are better. It is always necessary to remember one of the main postulates, which is known by businessmen from all over the world: good manners are profitable. It is much more
pleasant to work with that company where the etiquette is observed. Practically in all over the world it has become the norm of activity. It is because
the etiquette in virtue of the vital value creates the pleasant psychological
climate, which helps to promote business contacts. It is necessary to remember, that the etiquette helps us only when there is no internal pressure born
from attempt to make with rules of etiquette that earlier we never did.
Any person applying for a certain role in society, whether he is the state
or the public figure, the businessman or the official, for successful performance of the social mission elected by him; he should be not only the high
professional, but also possesses of skills of correct behaviour, and for this
purpose to follow the etiquette of businessman.
Last includes:
– Rules of representation and acquaintance;
– Rules of carrying out of business contacts;
– Rules of behaviour at negotiations;
– Requirements to appearance, manners, business clothes;
– Requirements to speech;
– Culture of service documents;
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– Value of the international protocol, etc.
For people who should communicate a lot because of the profession and be
compelled to be «on the view», it is necessary to pay attention first of all to:
– Work positive thinking and behaviour up, express briefly and in
essence (pay attention that Russians like to talk a lot. But unclear, it
irritates the businessman);
– Cautiously use a pronoun «me»; base on the facts;
– Don’t pay a lot of attention to the details, but take into account, that in
time and to a place the stated detail strengthens your position, makes
it more authentic;
– Avoid propaganda;
– Search for ways of solving the hard problem, instead of its aggravation;
– When you meet the partner disposed to the aggressive, avoid
confrontation;
– Use in business communication the cards, it helps to avoid many
misunderstanding when you address to the person. Handing over to
somebody the business card, you show aspiration to support business
and personal contacts in the future.
Souvenirs
Handing of memorable souvenirs, gifts became a
tradition for many formal receptions, business meetings, negotiations, etc.
The etiquette assumes that during the first meeting gifts are presented by
owners, instead of visitors. At the subsequent meetings gifts are presented by
both sides, mutually.
At a choice of a gift it is always necessary to represent precisely to whom
it will be handed. Gifts, souvenirs to officials, business partners, friends, familiar,
and relatives have the specificity. It is necessary to remember, that you can
give personal things to friends and close relatives only.
As a gift to officials, it is possible to present well issued book, an album
with reproductions of pictures of well-known artists etc. It is always necessary
to remember, that has been presented earlier, because it is repeatedly possible
to give alcoholic drinks only: champagne, a set of vintage wines, cognac, etc.
However it is considered indecent to give a naked bottle without a firm box.
Alcoholic drinks are not allowed as present to women.
For women flowers are considered as a universal gift. All gifts are
presented with wrap, except flowers, flowers are presented without packing.
Only flowers with real expensive cellophane packing are given with it, as a
part of the gift. In any case to give withered flowers is indecent.
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Fine gifts for memory are works of Palekh masters, Gzhel ceramics,
Dymkovskaya clay toy, Hohloma, etc.
As a rule, memorable souvenirs, gifts exchange are carried out during
formal receptions after solemn words, speeches (toasts); they can be presented after signing the contract or during farewell.
Memorable souvenirs can be transferred by the courier, in this case to a
souvenir or a gift the card is attached.
Etiquette norms of handing and reception of gifts
Etiquette norms of handing gifts say: if you have
received an expensive gift, as the answer you should present an equivalent
gift (or more expensive).
If you have received very expensive gift and not capable to make reci procal equivalent present, it is not necessary to accept such gift, it is sort of
dependence.
In di plomatic etiquette there is a code of honour of the di plomat. According to this code the di plomat does not presume to take very expensive
gift. Di plomatic etiquette as the norm of behaviour of the di plomat has
special specific features, people judge with behaviour of the di plomat his
citizens, about the country which he represents. It concerns to representatives
of business circles too. Therefore if somebody hand to you very expensive
present, with etiquette norm it is better to say: « Thank you. I cannot afford
it » without explanation the reasons. You will be correctly understood. In the
West people don’t like details.
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APPENDIXES
The appendix 1
SAMPLES OF THE MENU
Breakfast menu:
Two – three cold snacks,
One hot fish dish,
One hot meat dish,
Dessert
Coffee, tea.
At the breakfast wines are not served up.
Supper menu and wines are the same as at dinner.
Wines:
Vodka to cold snack,
White dry wine (cooled)to a hot fish dish,
Red dry wine (room temperature) to a hot meat dish,
Champagne (cooled) or sweet wines to a dessert,
Cognac and liquors to coffee and tea,
Sherry to soup (optional).
Toasts. The official toast is said after a dessert, when champagne is
poured. Toasts at snack in official breakfasts and dinners are not accepted.
To smoke at breakfast or dinner is possible only after a dessert.
The appendix 2
BRIEF LIST OF ENGLISH, LATIN AND FRENCH
WORDS AND WORD-COMBINATIONS,
MOST FREQUENTLY USED IN LEGAL PRACTICE
VIP – very important person
Laissez passer – an open sheet
õðr. – ex privileges – without privileges
persona grata – desirable person
persona nîn grata – undesirable person
letter of advice – notice
letter of authority – written powers, power of attorney
no tie session – Informal negotiations («meeting without ties»)
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R. S. V. Ð. – request to answer in any case (yes or no)
R. S. V. P. (regrets only) – request to answer only in case of impossibility in any reasons of your presence on the given action
ð. m. – pour memoirs – for memory
to remind – for memory
cravate noire – literally «black tie» – is written on the invitation in that
case when it is necessary to be in a tuxedo on reception
black tie – literally «black tie» – is written on the invitation in that case
when it is necessary to be in a tuxedo on reception
cravate blanche – literally «white tie» is written on the invitation in that
case when it is necessary to be in a tail-coat on reception
white tie – literally «white tie» – is written on the invitation in that case
when it is necessary to be in a tail-coat on reception
p.f. – pour feeiciter – congratulation
p. r. – pour remercier – expression of gratitude for congratulation
p.c. – pour condoleances – expression of condolence on the occasion of
any sad event
ð. ð. – pour presenter – correspondence introduction
ð. f. c. – pour faire connaissance – expression of satisfaction with acquaintance
ð. ð. c. – pour prendre conge – correspondence farewell (at final departure from the host country)
p. f. N. a. – pour feeiciter Nouvelle annåå – Happy New Year
The appendix 3
INTERNATIONAL NAMES OF INVITED
BREAKFASTS, DINNERS, SUPPERS,
AMUSEMENTS AND THE CLOSED
CULTURAL ACTIVITIES
After-dinner tea (FIVE-O’CLOCK) is arranged between half past
five and six o’clock. Visitors are invited in written form or by phone.
Clothes are casual if there are no special instructions in the invitation
card. Sandwiches and various bakeries are served up with tea.
Picnic (RIQUR-NIQUE) is a pleasure walk to countryside with snack on
bosom of nature. All invited bring any foodstuffs for the common table:
women – meat products, men – drinks.
Pleasure walk on the steam-ship (RIVER-PARTY). At such walk dances
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and other entertainments are arranged. When it takes long supper is served.
Sometimes it is specified in the invitation card in what clothes it is necessary
to be.
Dinner. In England and France dinner is served after afternoon.
Supper. After performance at the theatre, a concert and other solemn
circumstances supper consisting of cold dishes is served.
Reception or holiday in the garden (GARDEN-PARTY). Outstanding statesmen, especially English, sometimes arrange receptions in parks or big gardens. In buffet sandwiches, cold meat dishes, cakes are served. Women come in
summer dresses, men – in target suits.
Matinee (MATINEE) is a solemn morning assembly, reception or a matinee which is arranged in various cases between 11 and 13 o’clock. Usually it
celebrates any outstanding events or significant date in the life of the outstanding person. When matinee is arranged in a public place, snacks are not
served. The clothes should fit the character of celebration, but more often –
solemn or target.
Banquet (BANQET) is a solemn formal dinner party or supper arranged on the occasion of any joyful events, for example, graduation from
college, high school, in honour of the important visitors or any outstanding
figures. There is extremely solemn and plentiful food and drinks at the
banquets.
Receptions. Officials arrange in different cases solemn receptions – invitation of assemblies. The characters of receptions are various. At receptions it is
necessary to be in time and not to detain accepting person who should pay
attention to all visitors and especially outstanding persons.
Invitations are sent, at least, 10 days before the reception. For the reception arranged in the afternoon men put on a dark suit or a dark jacket; women
– an elegant dress if there are no other instructions in the invitation card.
For evening reception women put on evening dresses, men – a black suit, a
tuxedo or a tail- coat.
Cocktail (COCTAIL-PARTY). At the glass of a cocktail it is pleasant to
have a conversation about different political, cultural and trade affairs.
Opening day (VERNISSAGE). Solemn opening of an exhibition: fans of
art and friends of the artist are invited. After an opening speech music is
played. Food and drinks are not accepted.
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The appendix 4
RULES OF BEHAVIOUR
At the table
Don’t be late if you are invited to dinner, breakfast, supper, tea.
Do not take a seat at the table till ladies or the owner and the mistress
don’t invite you to take a place.
Do not suggest left hand to a lady when you accompany her to the table.
A man should always offer the right hand to a lady.
Do not forget, that the lady sitting near to you, in particular to the right,
has the right to your attention. You should pay attention to the lady in the
right in any case whether you are introduced to her or not.
Do not get acquainted after visitors have taken seats at the table. Do not
sit too close to a table or too far from it.
Do not put a napkin under the collar and do not put it on the breast. The
napkin should be put on knees. First of all it is necessary to serve ladies. Do
not eat soup from the end of the spoon. Do not ask for the second portion of
soup.
Do not bend above the plate. Keep straight. If you want to get something,
do not stretch through the plate of another person. Do not take bread with a
fork, take with a hand.
Do not bite from the whole piece of bread. Do not butter the whole piece
of bread. Take a slice and butter it. Do not crumble bread in soup.
Do not eat from a knife. Never bring the knife to a mouth. Do not help
with a knife to take garnish by a fork. Take on the fork as much as it can be
placed without effort. Do not eat too quickly.
Do not fill mouth with a plenty of food. Do not move elbows apart.
Elbows should be close to sides. Do not put elbows on a table.
Do not lift a glass too high. Do not eat with the spoon if it is possible to
eat with a fork. Do not try to scoop last spoon of soup, to eat last slice of
meat, etc.
Do not give a plate asking for the second portion. Let it be made with a
maid. It is better not to ask for the second portion in general.
Do not spit out a bone etc. on the plate. The bone should be taken from a
mouth with the fork close to li ps, and then put on the plate.It is necessary to
take fruit bones from a mouth imperceptibly on the spoon.
Do not ask the neighbour to pass something if nearby there is a maid. Do
not play with anapkin, fork and other instruments of atable.Do not wi pe the
face with the napkin.It is possible to wi pe slightly only li ps with the napkin.
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Do not turn back to another if you are going to talk to the neighbor. Do not
talk to another one through the neighbour.
Do not drop a knife or a fork. But if it has been dropped, don not confuse,
ask for another one without paying attention to what has happened.
In general it is better to make mistakes, than to try not to make them
with effort and attracting guests’ attention.
Do not use a toothpick at the table if there is no necessity. As a last resort
do it imperceptibly. Do not treat the visitor incessantly. Do not drink a lot of
wine.
Being the owner or the mistress, never finish the dish the first. Wait till
visitors will stop eating. It is especially important, when last dish is served up.
Do not ask for the second cup of tea or coffee while visitors have not
received the first.
Do not do any remarks concerning served dish. Do not criticize what is
served on the table.
Do not refuse any dish, referring that it is not pleasant to you or that it
is harmful to you. It is the best way to refuse without explaining the reasons.
Do not tell about illnesses at the table.
Do not put a teaspoon into the glass or cup. Having stirred tea or coffee
put the spoon on the saucer.
Do not put a napkin after meal carefully. The napkin should be put
carelessly on the table.
Do not forget to rise from the table after women have risen.
Keep standing till they leave the room, and then you can sit down again
if you are going to remain and smoke at the table. Do not read letters or
documents at the table.
At visits, in the society
If you pay a visit, do not enter into a living room or in a cabinet in a coat.
You can take only a hat and a cane (but not an umbrella). It is better to leave
all of it in a lobby. Do not enter without knock. Do not enter into a cabinet
with a smoking cigarette, a cigarette or a tube. Do not give a hand to lady, and
also the person who is more senior than you on age or on a rank the first,
wait till they offer it.
If you do not shake a given hand can be offended to the person, to insult
him. Take your time to sit down. It is necessary to wait, when you will be
invited and when the owner or the mistress sit down. It is better to sit calm
and confidently without superfluous movements.
Do not stare at furniture, pictures and other subjects. Do not forget to rise
every time when lady enters into a room. Do not represent lady to the man.
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The man, irrespective of occupied position in a society always represents to
lady. Younger men on age and ladies should be represented more senior.
Before acquaint somebody to each other it is useful to be convinced, that
both sides are agreed.
Entering into a room or leaving it, do not go ahead of lady.
When you get in the automobile, pass lady forward, leaving it, leave the
first and help to leave to lady, give her a hand. The same is in the elevator.
In the tri p by car ladies take seat on the right, the men – on the
left. If the man goes by car with two ladies, he should sit next to the
driver. It is necessary to get off the car on that side where there is a
sidewalk.
Do not try to shake hands with each of visitors. It is necessary to greet
with the owner and the mistress and to the guests you can bow only.
When you greet everybody, do not be confused slightly to smile. The
smile always decorates the person, besides it makes you closer to the companion.
Greeting, take out a hand from a pocket and necessarily a cigarette from a
mouth. Do not touch the interlocutor with the purpose to draw his attention.
Do not talk in a society about the affairs concerning only you and your
companion, or about things which are clear only to both of you. Do not
whisper. If you want to tell what cannot be spoken aloud, leave it up to more
suitable case.
Do not tell about yourself and about the affairs. Do not speak about the
illnesses, failures, etc. Do not try to take hold of conversation entirely. Do not
tell about people which are unknown to the visitors.
Do not joke caustically to the address of another. Do not deride others
for their manners. If in a society somebody sneezes, disregard it. Do not
interrupt the companion. Do not enter disputes on trifles. Do not search for
a case to kid around.
Do not tell old stories and jokes.
Do not defy that you are very good at art or in techniques.
Do not refuse to sing, play the instrument or to tell something if you are
asked by somebody and if you can really do it.
Do not be gloomy because it seems to you, that nobody notices you.
Do not state your irritation to boring or annoying people. You will be
rather polite if nobody will notice you’re unwelcoming.
Do not overlook to be attentive to older persons. It especially concerns to
youth when people with carelessness are frequently inattentive to grown-ups.
If on reception or on a visit dances are taken place, do not overlook to invite
to dance the mistress, and also her daughters.
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When you invite lady on dance and see her off on a place, it is necessary
to give her the right hand.
Do not abuse hospitality of owners with your too long staying.
Being on a visit, do not decide what to do with flowers and do not take
them with you if they are not presented to you by owners.
Do not look frequently at watches. It is better to learn to define correctly the
time when it is possible to leave. If it is really necessary for you to leave before
other visitors will start to go away; do it imperceptibly for associates, it is
necessary to apologize preliminary before owners only.
When you stay with somebody in the house or on a summer residence,
do not forget to inquire about customs of owners: whether it is possible to
smoke in a bedroom, what time to rise and go to bed. Do not be late to a table.
In this case do not overlook to take with you such things, as accessory to
shaving, a tooth-brush, perfume etc.
In public places, in the street
Be polite with associates or passers-by. Do not overlook to apologize, if
you have made another anxiety or inconvenient.
Do not stare at associates. Do not point a finger to people or subjects.
Do not turn around and look at people who have just passed you. Do not
eat, going along the street.
At theatre, passing between stalls, go with back side to the stage.
At cinema, entering into ahall, do not overlookto take off ahat.Making trips,
do not forget to pay attention to the clothes, in some cases, for example,
traveling by a steam-engine, it is necessary to consult about the standard clothes.
When you travel abroad, do not overlook that with your behaviour
people judge customs of your country. Observe rules and customs of the
country where you are.
Do not overlook, that in many countries photographing from a window of
a train, a steam-engine or the plane is forbidden.
When you move away by train, do not block a window of the car needlessly, because your satellites, probably, also wish to say goodbye to somebody.
In a compartment do not open a window without asking preliminary for the
consent of other passengers.
For tri p by train it is recommended to take with you not packages, but
road bags or suitcases.
In a compartment it is necessary to behave correctly. It is indecent to put legs
on an opposite seat, to talk too loudly, have fun, sing, whistle, etc.
It is unnecessary to be represented to satellites in your compartment.
However when you enter into the compartment it is necessary to greet, and
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when you leave- to say goodbye. Do not be confused that you do not know
how much should be the ti p.It is possible to consult about it with the fellow
traveler who has mire experiences than you. The price of tickets on many
airlines includes the ti p.
When you drive the car, remember not only about the traffic regulation: do
not overlook about convenience and calmness of other drivers and pedestrians.
Do not signal if there is no necessity. When you pass wet, dirty street, do not
forget, that your car can splash with a dirty of pedestrians and other vehicles.
When you go by public transport it is unnecessary to push people, break
turn. The rules of a good form recommend making way for older persons,
mothers with children, women and invalids. Young people should concede
places to women and elderly. It is indecently to litter, throw on a floor the
used tickets, pieces of paper and other dust.
APPEARANCE AND HABITS
Do not forget to care about the appearance, neatness and cleanliness constantly. Do not neglect details of the toilet. However it is possible to do it only at
home or in places where there are no strangers. It is indecently to brush the hair,
clean nails, a suit, etc., on reception, on a visit, in public places or in the street.
Do not wear clothes of bright colors or too motley patterns. Choose
gentle tone and styles which are good to you.
Do not put on jewels only as ornament. It is possible to wear a pin for a
tie, a chain for watches, brooch, a hairpin etc.; because these things are useful,
but they are better if they are easier. Women should be especially attentive to
the jewels.
Do not put into external pockets a pen, a pencil, glasses, a hairbrush and
other subjects. Do not leave on street in dirty footwear. Do not put on
rumpled suit, a non-iron shirt, and tie.
Do not put on a hat tensed on eyes or shifted to a nape.
Watch for the gait. Do not walk waddling. Go firmly, directly without
bent and with dignity.
Do not gesticulate needlessly. Always hold under the control the hands.
Do not put them in pockets.
Do not wear pajamas, a dressing gown or domestic shoes anywhere,
except for a bedroom or a bathroom.
Do not whistle in the street and in other public places,
Do not speak too loudly. Do not smoke, if it is unpleasant to others.
Remember, that associates pay attention to your appearance and on your
manners.
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The appendix 5
ANNOTATED LIST OF WEB-RESOURCES
ON ECONOMIC AND INTERNATIONAL
ECONOMIC RELATIONS
Russian-speaking sites
State bodies and national institutes
The Ministry of Finance of the Russian Federation mac.www.minfin.ru
Characterizing organizational structure of the Ministry of Finance, federal budget, external debt of the Russian Federation, giving information on
release of securities this site contains analytical materials about condition of
macroeconomic parameters, including condition of the currency market and
foreign trade of the Russian Federation.
The ministry of economic development and trade of the Russian Federation www.economy.gov.ru
There are basic parameters of macroeconomic development, and also
state-of-the-art reviews, including the analysis of foreign trade of the Russian
Federation on this site.
The Ministry for Foreign Affairs of the Russian Federation www.gov.ru
Partici pation of the Russian Federation in the system of the international relations, its interaction with the international structures, such as the United Nations and the international organizations of the system of the United
Nations, integration associations are illuminated.
Russian center of assistance to foreign investments at the Ministry of
economic development and trade of the Russian Federation www.fipc.ru
There are the information on features of the federal and regional legislation contains in the field of direct foreign investments, about macroeconomic
parameters and a condition of an investment climate in the Russian Federation, and also about investment projects with partici pation of the foreign
capital, the Russian Federations carried out in territory, on this site.
Central bank of Russia www.cbr.ru
This site contains the helpful information about the history of the Central
Bank of Russia, its organizational structure, a legal status and functions. Here the
statistical data on the current condition of macroeconomic and monetary sector,
the directory on the credit organizations, information – analytical materials
are placed. The section « Bank of Russia today » contains the electronic version
of annual reports of the Central Bank since 1997; here it is possible to find the
statistical and analytical data on the balance of payments of Russia, commodity
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and geographical structure of its foreign trade, an economic situation of foreign
countries, on a condition of the world markets.
International economic and financial organizations
Russia and the World trade organization www.wto.ru
Before connection of the Russian Federation to WTO the special site
publishing the basic stages of this process, and also the current condition of
negotiations is created. On a site it is possible to find the general information
about WTO, and also documents (agreements of WTO, trading agreements of
the Russian Federation) and the statistical data.
The international currency fund (IMF) www.imf.org
The basic language of a site of IMF is English; nevertheless here it is possible
to find a number of the important documents in translation into Russian.
The United Nations Organization (United Nations) www.un.org
The official site of the United Nations contains the information on its
current activity, materials and comments concerning general assemblies, and
also official documents. Here it is possible to find the alphabetic list of the
states – members of the United Nations with references to pages of their
representations.
Commission of the United Nations by the right of international trade
www.uncitral.org
On a site of the Commission of the United Nations by the right of
international trade it is possible to find documents in different languages,
including in Russian.
Conference of the United Nations on trade and development
www.unctad.org
Official language is English. However this organization publishes a number
of documents in many languages, including in Russian. In particular, on the
site it is possible to find a Russian-speaking variant of the review of the report
«World Investment Report» the Report on global investments for 2001 in
Russian it is possible to find at the address www.unctad.org/en/docs/
wirOlove.ru.pdf.
Organization of economic cooperation and development www.oecd.org
Basic language of the site is English, however here it is possible to find
some documents in translation into Russian.
Research and information centers
Institute of transnational corporations www.itnc.ru
The institute of transnational corporations is created to study features
of movement of privatecapital in the world economy in modern conditions.
Here it is possible to find the information about TNC.
Russian association of international researches www.rami.ru
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Here it is possible to find information resources on the general questions
of the international relations.
News channels
www.vedomosti.ru
Partner site Financial Times and The Wall Street Journal.
vip.lenta.ru
www.ntvru.com
Russian service BBC bbcrussian.com
On news channels it is possible to find data on the current events in the
Russian Federation and the world. As a rule, they have section «Economy» in
which the information on the main events in sphere of economy and the
international economic relations is placed. They are supplied with search
systems which allow finding quickly the information on interesting questions.
English-speaking sites
Integration associations
The Andean Community www.comunidadandina.org
Five states of Latin America (Bolivia, Columbia, Ecuador, Peru, Venezuela) are in the structure of Andean pact representing the customs union. On
the site there is information on trade of goods and services in these countries,
trade and foreign policy, the general custom duties, prospects of the further
development of integration association.
The Caribbean Community and Common Market (CARICOM)
www.caricom.org
The union of the countries of the Caribbean basin, created in 1973, an
integration association of 14 Latin American states.In 1996 13 its partici pants
have signed the agreement on the common market, providing free movement
of the goods, services, labor and capital. On the official site the information on
history of union creation, documents about its participants is placed.
The European Union europa.eu.int
On the official site of the European union the information on the current
events and problems, in particular about expansion of the union, transition to
euro, about the basic directions of activity in such spheres, as agriculture, employment and social questions, business, competition, external connections, etc. is
placed. Here it is possible to receive electronic copies of official documents (for
example, the General report on activity of the European union, the Bulletin of
the European union), and also the descri ption of the institutional structure of
European Economic Community and statement of its history.
The European Free Trade Association (EFTA) www.efta.int
The European association of free trade includes Iceland, Liechtenstein, Norway, and Switzerland. The official site contains electronic copies of documents.
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North American Free Trade Agreement (NAFTA) www.nafta-sec-alena.org
North American agreement on free trade unites the USA, Canada and
Mexico. On the site of integration association official documents, and also
information on rules and in common accepted decisions is placed.
Central European Free Trade Agreement (CEFTA) www.cefta.org
Central European agreement on free trade exists since 1992. Its structure
includes Poland, Czech Republic, Slovakia, Hungary, Slovenia, Romania, and
Bulgaria. Candidates to be introduced: Croatia, Latvia, Estonia, Lithuania, Ukraine.
On the official site there is information on the history of creation, countries –
participants, official documents and current news.
GLOSSARY
Administrative and technical staff of the embassy is people carrying out
administrative and maintenance service of the representation: reviewers, heads
of the office, secretaries, typists and other people.
The verbal note (from the Latin verbalis – oral, verbal) is the message
equal to oral.
Time bodies of external relations are various delegations, separate representatives sent abroad, and also so-called observers at the international conferences, congresses, in the international commissions and, at last, these are
separate representatives on the state anniversaries, crowning and other events.
Business etiquette – an important component of business relations basing
on centuries-long wisdom, determining cultural wealth (validity, honesty, fidelity to the word and material values – organization, high design level).
Diplomatic representation is a set of all workers of embassies and missions
who the host country recognizes as the diplomatic personnel, and also members of their families (wives, under-aged children and unmarried daughters).
Besides sales representatives (advisers) and their assistants, military attaches
and their assistants, special advisers and attaché (on economic questions, culture, agriculture, etc.), and also members of their families belong here too.
Diplomat is an official, an employee of the Ministry for Foreign Affairs
carrying out political contacts to representatives of the foreign states or in the
country (central institution of the Ministry of Foreign Affairs), or in diplomatic
representatives (embassies, missions, consulates) abroad.
Diplomatic ranks are special service ranks, departments appointed to the diplomatic personnel of the foreign department and diplomatic representatives abroad.
Diplomatic personnel are people having di plomatic ranks. People appointed to the position of advisers – envoys, advisers, secretaries and attache
fall under this category.
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Diplomacy is a means of realization of foreign policy of the state, representing set of not military practical actions, receptions and methods used in respect
of certain conditions and character of the solved tasks, official activity of the
heads of the states and the government, Ministers for Foreign Affairs, di plomatic representatives abroad, delegations at the international conferences on
realization of the purposes and tasks of foreign policy of the state, protection of
the rights and interests of the state, its establishments and citizens abroad.
The dean is the head of Corps di plomatique.
Immunity (from the Latin immunitus – clearing, disposal of something)
is the release from the administrative, criminal and civil jurisdiction of the
state of stay.
Consul (from the Latin consul) is an official of the state appointed in any
area (district) of another state with the definitely expressed consent of the
latest for protection interests of the country in this area, its legal people and
citizens, assistance to develop political, economic, cultural and other connections between represented and accepting states, supervision and information on
economic situation and social and political processes in the area of the stay.
Consular fee is the payments raised by the consul (consulate) for carried
out consular actions: issue of passports, visas, reception and registration of
petitions on questions of citizenship, civil registration, etc.
Personal note is a message which is made from the first person, begins
with compellation.
The Ministry for Foreign Affairs (Ministry of Foreign Affairs) is the
centralized establishment of the government, directly and daily carrying out
di plomatic activity of the given state, organizing and coordinating external
relations of the state.
Freelance consuls are people who are not on public service, but carrying
out consular functions on behalf of the represented state and with the
consent of the state of stay.
The embassy (or mission) is the official body situated in territory of the
foreign state and working in full conformity with directions of the government.
Constant bodies of external relations are bodies which day by day conduct
work abroad, representing interests of the state, carrying out direct communication with the heads of the states and their government in a host country.
Privileges are advantages which are not given to ordinary foreigners.
Regular consuls are people on public service of the represented state, being
its citizens and receiving salary from the state. As they have no right to be
engaged in any other activity (entrepreneurship, etc.), except for execution of
consular duties, they can be named career consuls.
Etiquette – a French word, meaning manner, way of behavior in the society.
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