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

We can’t imagine our work without communication through (on) the Internet. It is a specific type of communication which requires some definite rules. Of course, general rules of etiquette can be applied to it, for example: being polite, positive, helpful is very essential. But it also requires specific norms of behaviour. That’s why special set of rules was developed that is called netiquette.

Netiquette is a social and moral code of the Internet, it is internet manners people should follow when communicating on-line. (Internet manners people should follow when communicating on-line).

Usually every company has a special policy or guidelines how to use the internet.

First of all, remember about the Golden Rule: Treat others as you would like to be treated.( you would like people would treat you)

The important rule is to use correct language and spelling.

One more important rule is not to copy the works of others without their permission. You should cite the work.

Also, the company which cares about its image, should use the telephone etiquette. There are special rules and advice to follow:

1. It is important to greet the caller kindly. It’s better to say “Good Morning”, “Good afternoon” and so on

2.Then people should introduce and call the name of organization.

3. It is a good rule to answer the phone after the second or the third ring maximum.

4. It is not polite to interrupt.

5. It is recommended not to do other things while talking the phone.

6. It is important to go to the point and appreciate (value) the time of your client.

7. When saying goodbuy, an employee should say to a caller that he is very important for the company.

Every company should remember that netiquette and telephone rules are the face of the company and its successful image depends on it.

1. Why is netiquette so important nowadays?

We can’t imagine our life without Internet. Business communication is also based on the Internet.

cares about its image – заботитьсяобимидже

telephone etiquette – телефонныйэтикет

make a good (Bad) impression – создатьхорошеевпечатление

followsomeadvice – следоватьсоветам

Greet – приветствовать

Introduce – представляться

Interrupt – перебивать

Appreciate – ценить

employees – сотрудники

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

Etiquette and protocol in tourism

Protocol is a sets of unwritten guidelines or rules for the conduct of business and business dinning and entertaining. It is the officially accepted rules about public and state affairs.

Etiquette is ethical and socially acceptable behavior regarding professional practice or action among the members of a profession in their dealings with each other.

Some basic etiquette rules should know:

• travelers should respect other people during the travel.

• Take care of your children during the travel, don’t let them bother people.

• Don’t forget to tip; mane employees are dependent to tip as part of their income.

• When you travel with group, don’t make other wait for you.

• Should give priority to elderly people, disable and woman (especially pregnant or with children)

• Dress codes are important during travel. Attention should be paid to the local customs, values, of the places visited.

The employee of travel industry should pay due attention to their customers:

- never using imperative speaking style while talking to the client.

- being careful about bothering the clients.

- not be reflecting personal and private problems of the employees to the clients.

- staying alert to the client needs, not ignoring them, not staying indifferent to their needs.

- creating eye contact with the client with a friendly smile.

unwritten guidelines – неписаныеуказания

acceptable behavior – приемлемоеповедение

staying alert – бытьбдительным

reflecting problems – отражатьпроблемы

imperative speaking style – повелительныйстильобщения

Professional behavior is characterized by norms, principles and objectives of the particular occupational activities of a specialist. For example, a teacher 's professional behavior will be different from the professional behavior of the doctor or specialist in socio- cultural service and tourism. Professional behavior should be in the framework of behavior in a broad psychological sense. Professional behavior can not contradict the norms and rules of behavior accepted in society.