1. Firm Culture

2. Nature: social skills allowing us to manage with situations and people Pluses: good relations with other people, good manners, contributing to other people’s comfort. These skills are a necessary pre-requisition for successful business!

3. Firm Culture in main points Meetings Small talk Polite behavior Conflict management

4. Meetings Introducing yourself Introducing without mentioning personal qualities Shaking hands – when meeting a client, a colleague from another branch, the superior is the first to offer his/her hand Greeting by disadvantaged person A business card

5. Small talk – techniques: Before serious meetings, during business dinners and lunches Techniques: listening, understanding, disregard of exterior factors, no wrong steps, listening – active and passive

6. Polite manners: Be open and polite Meeting a guest Punctuality: sign of respect for the other person’s time When using the technical equipment At the work place = our mirror. No chaos, dirt, signals for a well-organized and arranged person. In the office coffee

7. Conflict management Conflict – when? Professional dispute – personal offence Steps to solving: cause, trying to understand the opponent, choice of neutral ground, without direct personal messages, empathy, offering problem solving, mutual decision

8. Conflict development Hidden period – tense atmosphere Realizing the conflict Manifestation – dispute, contradiction Consequences – for the work, the firm team, the person

9. Manager’s Role in Conflict Solving Domination – giving orders Emphasis on above-team goals Elimination of the culprits The conflict should be let to develop on itself Partial solving Mediator- moderates + helps solving the problem

10. Communication in the Organization Nature: А----------------------------В a message is given it is accepted and decoded response Moments: - What to say? / content/ - How to say it? / form/ - How to send it? - Addressee?/ Who is going to receive it/

11. Types of Communication Verbal- speech, language Non- verbal – intonation, body posture, face expression, distance More important language signals - Vision – general and detailed identification - Tactile – touch, patting, embrace, hand shaking - Distance – from 50 to 350 cm - Voice – pitch, intonation, strength.

12. Presenting the Information logically structured comfortable to the audience, moderate, well- structured expressions and sentences Clear presenting style Report – parts - introduction/ problem presenting, giving possible solutions,recommending one of them. Conclusions and recommendations. Oral speech:good preparation, choice of form presentation,self-confidence, reticence.Theory+examples+ own reflections.

13. Rules for praise Everyone deserves to be praised We say thank you for a particular work done Only praise Public praise is recommended Accepting the praise: we thank without denying, we do not expect more.

14. Meeting Organization: aim, participants, division of the tasks, agenda, rules for behavior 4 types of participants: giving information, decision taking, decision accomplishing, execution, beneficents.

15. Correct Meeting - Rules Chairperson + assistant Member of honor – on the right of the chairperson Reminding the main work rules Strict observance of the time for statement 75% - expressing, 25%-debating No deviations from the topic In case of conflict – the opinion of the chairperson is taken into consideration At the end- the decisions taken are repeated

16. Comment of the meeting From a distant observer – there is a scale with indexes: -participation, collaboration -communication between the participants -problem solving -listening to the speaker’s problems -summarizing/distribution of the tasks -deciding on the plan of action after the meeting

17. Staff consideration Why?- everyone wants to be appreciated in their work. Observation +judgment /attestation. Fair and strict procedure. How? – with preliminary clear criteria for appreciation of their work

18. Criteria for judgment: Base result – main goal of the post Quantity/Quality of the result Is there professional advancement as qualification? The work done?-level of realization of the work possibilities Motivation for work/ persistence, flexible thinking, professional interest to the work,responsibility/ Level showing how necessary the worker is for the organization Achievement – work salary

19. Firm etiquette / Rules for behavior the employee towards their head Asking for clarification Initiative Gives their own ideas Respect the rules for personal life to the others Accepts criticism Keeps secrets Accepts orders Doesn’t speak against their head

20. Rules for work with the staff Loyalty to the inferiors Communication with everyone Creating a positive psycho-climate. Desire for change Benevolence, responsiveness Team spirit - collaboration Creativity work Self- requirements Enthusiasm

21. Rational style of work Without excessive emotions Avoiding incompatible people Work+ Leisure Sports+ Hobbies Psychological settings against stress – Optimism, benevolence Acceptance of the philosophical particularities of the others Friendships, communication with art, free-time activities

22. Great leaders are: They find the unique in the employee Usage of the strong sides of the employees instead of training new people Acknowledgement and praise on the work accomplished Ability to work with everyone Desire for work and change