Ethics in business communication. Business conversation. Ethics of business communication

Each person during his professional activity you always have to communicate with your colleagues, bosses, subordinates, customers, contractors and other people. In addition, we often have to deal with business meetings, negotiations or conferences. Moreover, our professional career will largely depend on how correctly we build communication.

Therefore, it's time to understand what business ethics is. After all, even employees in leadership positions must communicate correctly with subordinates in order to earn their respect and gain authority. It is also important to behave correctly with superiors in order to achieve success in professional activities and confidently step up the ladder. career ladder.

The main types of business communication

In order to understand what business ethics is, it is necessary to analyze the main types of business communication. There are three of them:

"From top to bottom" (boss and subordinate).
"From the bottom up" (Slave and boss).
"Horizontal" (colleague with colleague).

But remember important rule. Whatever position you hold, business ethics, first of all, implies respect for any employee. If you are a boss, then respect your subordinates, if you are a subordinate, treat your boss and colleagues with respect. This rule should also apply to employees of other firms with which you cooperate.

Do not forget that the business ethics of communication must be present in communication by telephone. Answer calls in a friendly manner. Be sure to introduce yourself, answer all the questions that interest your interlocutor, correctly and competently. Then the affairs of your company, and with them your career, will go up.

Communication between superiors and subordinates

What business ethics and business etiquette are necessary in this case? The chief or director is the person who directs the activities of the company. There are several forms of leadership: order, request, question. Regardless of which form you use, the main thing in leadership is a fair and loyal attitude towards all your subordinates. Per Good work- a reward, for a miss - an adequate punishment. Just don't overdo it! Do not get yourself favorites if you do not want to witness various intrigues and sidelong glances.

Communication between subordinate and superior

The business ethics of an employee or worker in relation to his boss also has its own nuances. The main principle here is the so-called reasonable submission. Do not try to manage your boss, and refrain from constant disputes with management. Of course, you can express your opinion and your point of view, but in a very correct form. Business ethics and business etiquette must be observed by absolutely all subordinates. Then you will earn the respect of your manager and, perhaps, a good promotion will await you in the near future. And remember: never lie! Lying is the highest form of disrespect and negligence.

Communication between colleagues

Ethics and etiquette of business communication must be observed by employees in communication with each other. The main principle of such interaction is respect. Remember that everyone is minding their own business, and any work is worthy of respect. Do not argue, it is better to express your opinion in the correct form. This will only benefit you: save your nerves and earn the respect of your colleagues.

During meetings, conferences, and presentations, do not interrupt speakers. Let them express their point of view, and then express yours.

The right goal is the way to success

In order for this or that activity to be successful, it is necessary to set a goal that must be achieved at the finish line. It is very good if the team has a model of business communication, then each employee will understand what he is going to. Thus, many disputes and quarrels can be avoided, and the work of the team will become productive and well-coordinated. The result will exceed all your expectations. Everyone wants to know what he will get at the finish line, and the goal is the most direct way to success!

Principles of business communication ethics

Business ethics, the principles of which were very competently formulated by the American sociologist L. Hosmer, are the basis of any interaction in a team. Let's take a look at what points it implies:

If a person knows how to behave at work, in negotiations, business meetings, conferences and presentations, he will definitely succeed. But do not forget that you are a person. Your main weapon in your professional activity is your individuality. It is no secret that there are a lot of employees in companies, but there are always not enough self-sufficient individuals. So why not fill this niche?

Ethics and etiquette of business communication have their own special principles that any self-respecting person should know:

Honesty and decency.
Responsibility and collegiality.
Reliability.
Professionalism and competence.
Justice.
Respect for yourself and colleagues.
Conflict-free.
Personal opinion.

Finally

A person spends most of his life at work, so it is extremely important to create a healthy atmosphere there. Employees should be aware of what business ethics of communication will be appropriate within the workforce. After all, only these simple principles and rules are designed to regulate relations between people. Ethical standards have a significant impact on the efficiency of the entire labor process.

Each person can cultivate these qualities in himself and apply them in life situations. The main thing is perseverance and diligence. Do not be afraid of work, complete tasks with pleasure and respect the norms business etiquette. There is a basic rule that business ethics implies: the topics of conversations should be neutral, and in no case should you lie. Be honest with others, and most importantly, with yourself.

Employees, regardless of their position, should not be afraid to take the initiative, express their opinion and their point of view. These are the kind of people every manager needs. Be strong and self-confident, show your full potential, do quality work and amaze everyone with your activity and perseverance. After all, only such people achieve success and can boldly declare themselves to the whole world. Remember that you need to go to the goal on your own. Therefore, do not use other people in your interests, do not assert yourself at their expense, do not humiliate them, but respect others and yourself.

At the heart of any successful team is the observance of the basic principles and rules of business communication. Relationships built on professional ethics and mutual respect create a comfortable working atmosphere, prevent conflicts. Absolutely all business norms matter - from the ethics of business communication on the phone to the speech culture in the conversation between the boss and the subordinate.

Both personal success and the results of the work of the whole team depend on the correct behavior in business communication.

Etiquette is the most important and significant part of the negotiation processes, regardless of their level. It is based on the unspoken principles of communication in a team, united by common professional goals.

The rules of business communication and the ethics of professional conduct in practice are necessary in order to:

streamline the exchange of information between employees;
develop an understanding of their goals and actions to achieve them;
create the right working atmosphere aimed at production;
improve labor productivity by creating a comfortable moral environment;
to avoid conflict situations and misunderstandings.

Basic principles and rules of business communication

Each company has its own corporate culture that governs relationships within a group. Regardless of it, the basic principles and rules of business communication apply, which include:

fair distribution of resources among employees;
the absence of an unfriendly attitude towards customers, colleagues, juniors in rank and superiors, criticism towards competitors;
development of the ethical side of the behavior of the organization and the loyalty of employees to its traditions;
equal professional recognition of collective and individual action;
justifiable references to personal experience in solving work issues;
showing confidence in employees in order to increase their sense of their own responsibility;
general motivation to follow the established norms for everyone by personal example;
the absence of violent measures in relation to employees and restrictions on the freedom of one employee to others, lack of conflict.

Today there is a lot of information about how to behave in various conversations and negotiations.

It is not enough to issue an order to comply with all of these guidelines, they should become a tradition for your company. It is necessary to follow the rules of business etiquette and the norms of business communication, which are based on such qualities as:

image and officiality;
politeness and friendliness;
literacy, punctuality;
integrity;
confidentiality;
impressiveness and conviction.

All of them are impossible without a certain set of moral values, mutual respect and the correctness of conducting working dialogues. What are the basic communicative speech rules of business communication that will help you with this:

keep yourself within the bounds of decency, regardless of the situation;
learn to manage emotions and put a ban on their external manifestation;
follow the course of your thoughts and listen carefully to the interlocutor;
develop the correct way of speaking.

Among the main forms and rules of business communication, there are a number of factors that affect the negotiation process, which must be taken into account in any conversation:

influence or power factor - an unequal position, when one side has an advantage over the other, understand what its source is and think about what can be opposed to it;
time limits or temporary conditions - in best position you should be patient, your interlocutor or opponent is also limited in time, like you;
information resource - information should never be neglected, learn to read and listen to it from speech and gestures;
intrigue, surprise factor - the other side may have trump cards in reserve, be it new idea, offers of cooperation, you must be prepared for a sharp resistance to your concept or an unforeseen situation that radically changes the general plans.

AT modern society most of the solution of work issues comes down to electronic correspondence, but here the basic communicative speech rules of business communication apply:

respect and attentiveness to each other's work goals;
safety and security of information without its free distribution;
literacy and punctuality.

Let's take a closer look at each of the aspects of business ethics.

Don't talk too much

The key to success is not only a well-delivered speech, but also its content.

The principle of confidentiality applies here. If you have been entrusted with some information as part of the negotiations, do not try to make it public knowledge. Be aware of what, when and to whom you say.

The safety of a company largely depends on the talkativeness of its employees - you should not give out corporate secrets in a friendly or family circle, to bring them out of the scope of personal correspondence and their department. The same applies to negotiations with competitors - they do not need to know how and what your organization is working on.

Be Punctual

This item is related not only to the banal arrival at work without delay, but also to timely responses to incoming letters on work, maintaining documentation and correspondence. Manage your working time wisely and then you will gain a reputation as a punctual person.

Generally accepted norms of etiquette underlie everything

Keep the promises you make - be it an appointed time for telephone conversation, fulfillment of some duties or organization of the planned event.

Forget what the appeal to "You" is

A sense of tact and respect for the interlocutor lies in the correct appeal to him. There is only one form of appeal to your colleagues, superiors and subordinates - to you. Even when taking into account the informal situation, it is not recommended to contact the leader on You.

A polite form of conversation with customers and a competitor is also an appeal to you.

telephone etiquette

A telephone conversation adheres to a rigid framework due to its limited format. This culture provides a clear set of recommendations:

do not call home number partners and colleagues without prior approval;
the time interval for making calls is no earlier than 8 am and no later than 11 pm;
if there is no answer to the call - do not hang up immediately;
if the connection is interrupted, it is resumed by the initiator;
do not speak too loudly unless you are asked to do so due to poor hearing;
keep the conversation short and to the point;
answer calls promptly and without delay;
do not move away from the phone during a conversation - if necessary, warn the interlocutor;
don't forget about a positive greeting and ending the conversation with a debrief.

Relationships between boss and subordinate

For a constructive dialogue with subordinates, the leader must adhere to these tips:

encourage the team, even in cases where success is achieved by management actions;
address criticism not specifically to a person, but to his professional actions;
make comments, even with minor non-fulfillment of duties;
do not give personal advice to employees who are not related to work;
show that power and decision-making are concentrated with superiors;
praise employees for good execution tasks not only materially, but also in words;
reward workers fairly - the size of the bonus is equal to professional merit;
protect your wards from competitors and outsiders.

Always listen to the interlocutor to the end

In order to form a good opinion about the company and yourself among others, you must follow certain methods of behavioral culture based on psychology. Here, attentiveness and punctuality, a sense of tact are taken as the basis.

In addition to not interrupting your opponent, you need to listen carefully to what he says to you. This will give you the opportunity to understand his motives and determine his inner state by his manner and voice, the way he builds his questions and proposals. Determination of the internal state of the partner (by manners and voice). Neutralization of comments during the conversation. Ways to protect against incorrect behavior. Technique of conducting a conflict-free conversation. Self-soothing technique.

Respond calmly to criticism

The ability to manage emotions and self-control will add a big plus

We all perceive criticism acutely and painfully. But in business communication it is worth learning to take control of your emotions. To do this, follow the scheme:

listen to the interlocutor - determine his motives - understand his mood;
neutralize comments during the conversation, focusing on successes;
defend against misbehavior by citing urgent work tasks;
use the techniques of conflict-free conversation and self-soothing - restraint, politeness, counting to oneself, while simultaneously looking for ways to resolve a controversial situation.

No gossip

Everyone knows that gossip is bad. It is especially bad to speak negatively about your employees and colleagues, management, all the more so to spread rumors about their labor activity and personal life.

Never use unverified information and exclude all personal conversations during work, stop any gossip, citing the fact that you are not interested in them.

If you absolutely cannot resist discussing someone else's bad habits and failures - write down your shortcomings and work on them.

Phone business rules

The etiquette adopted in a live conversation also applies to the rules of business communication by telephone. Except standard set polite phrases, you need to correctly and briefly convey the purpose of your call to the person on the other end of the telephone wire. To do this, business communication by telephone has general rules applicable to all employees of the organization:

correct appeal to the opponent, the correct formulation of questions;
before voicing them - introduce yourself, name your position, the name of the company and the department in which you work, ask for the full name of your interlocutor;
clearly formulate sentences - if you need to interrupt the conversation, apologize and promise to call back at another time.

These representations of business etiquette should be in all employees of firms. They are an active communication tool in professional field, facilitate understanding in the team, help establish contact between management and its customers, make communication productive.

The concept of "ethics" as a doctrine of morality came to us from Ancient Greece. The philosopher Aristotle introduced this term into use, establishing ethical standards public relations in the most different areas life, from family to politics. Largely thanks to him, we have a clearly structured system of moral categories: good, evil, conscience, dignity, good, happiness.

The ethics of business communication is a set of moral norms that streamline the behavior and relationships of people in the course of their mutual production activities. When making a decision, a person (regardless of position) should be guided not only own desire, but also by its compatibility with the values of the opposite side. There are the following types of business communication:

(supervisor and subordinate).
From the bottom up (subordinate and leader).
Horizontally (employee and employee).

What are the specifics of each of them, the examples below will illustrate.

Top-down business communication

The attitude of the head to subordinates determines the nature of business communication within the company, its psychological microclimate in particular. The manner in which orders are given, the organization of the work process, the established service discipline - everything should be focused on creating a comfortable and benevolent atmosphere in which team members feel protected and connected to each other.

The attitude of the head to subordinates determines the nature of business communication within the company, its psychological microclimate in particular.

Key rules and methods of leader behavior:

Strive to unite and unite the team. Create conditions for communication.
Do not pretend that you have lost control of the situation, otherwise you will lose authority and respect.
Know how to recognize own mistakes. Hiding them is a sign of weakness.
If an employee shirks from obligations, make it clear that you know this, make a reprimand or remark. Find out the reasons for poor performance.
If you criticize, then condemn the actions and actions, not the person.
Do not act as an adviser in your personal life. With a good outcome, you will most likely not be thanked; if bad - blame.
Judge fairly and on merit, do not single out favorites.
Encourage the team, even if success is achieved only thanks to you: “we were able”, “we have achieved”.

The form of the request can be anything: an order, a request, a question. Depends on the specific situation. If the relationship is based on trust and friendliness, asking will do. Such a manner of behavior on the part of the boss will allow the employee to be open and calm.

If such a statement is pronounced in an appropriate tone, then it will be perceived as an order. Most often they are used in emergencies or in relation to an unscrupulous employee. The question is used for discussion when the course of the conversation falls on the shoulders of a subordinate in order to test his professionalism and experience.

Business communication from the bottom up

sometimes find mutual language with the boss is easy and simple. You can even draw him to your side and make him a real ally. And you can, on the contrary, turn against yourself and include in the ranks of ill-wishers. Therefore, knowing the basics of behavior in the “bottom up” aspect is so important for any subordinate. Here are a few ethical rules necessary to create a favorable and lasting relationship:

Contribute to the creation of a friendly atmosphere in the team.
Do not impose your worldview on the boss, do not command.
Express comments and suggestions politely and correctly.
Give up the eternal assent, the annoying categorical “no”. Have your own position on every issue.
Show yourself as a reliable and responsible employee, adhere to firm principles.
Do not seek support through the “head” of the boss (that is, from higher management), except in emergency situations. Otherwise, your act will be regarded as disrespect and disregard for his position.

You can not turn to higher management for support, except in emergency situations, otherwise it will be regarded as a disregard for the position of the head.

Business communication "horizontally"

As for communication with colleagues, finding the right angle of behavior is not an easy task. On the one hand, these are people who are competitors in the struggle for the desire to climb the career ladder. From another point of view, they are all members of the same team, which has a common professional goal.

Basic principles of ethics business relations are that colleagues should feel equal. Therefore, the following characteristics are taken into account:

Do not demand special treatment from colleagues. Treat each of them respectfully and friendly, address them by name.
Divide tasks, rights and shares of responsibility.
Don't promise what you can't deliver. Exaggeration of business opportunities threatens with a negative assessment from colleagues and a loss of significance in their eyes.
Don't overstep personal boundaries. Drop your prejudices.
Appreciate your colleagues. Treat them the way you would like to be treated.

General requirements

Basic knowledge of the postulates of business communication will facilitate the process of communication, prevent the occurrence of quarrels, disputes, conflicts. To maintain a warm atmosphere in the team at the enterprise, it is enough to remember some forms and features of behavior:

Everyone who enters the room should say hello to those present.
The pronoun "you" is preferred over "we". Also relevant is the “proper name” technique, based on the obligatory pronunciation of the name of the interlocutor.
It is important to support good mood, be friendly and polite, use the "mirror of attitude" technique when a smile causes a mutual reaction.
Know how to listen to the interlocutor and not interrupt him.
React to criticism calmly, do not get angry and do not take revenge.
Do not forget about appearance, literacy and demeanor (for example, about smoking, it is better to ask permission from others).

Conclusion

Knowing and mastering the norms of business communication helps to formulate one's own thought, analyze comments and evaluate criticism, which contributes to the strengthening of interpersonal relationships and the successful development of cooperation. Each entrepreneur who values the reputation of the company seeks to establish in the team the postulates that make up the ethics of business communication, for violation of which he is even ready to reduce the amount of material bonuses.

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Ethics of business communication- a set of moral norms, rules and ideas that regulate the behavior and attitudes of people in the process of their production activities. The ethics of business communication is a special case of ethics in general and contains its main characteristics.

Subject

The ethics of business communication is concerned with identifying the norms and rules of communication adopted in certain situations and conditions of communication, as well as predicting and determining the line of conduct and studying the factors that influence the behavior

Specificity

Business communication arises on the basis of and about a certain type of activity related to the production of a product or business effect. At the same time, the parties to communication act in formal (official) statuses that determine the necessary norms and standards of human behavior. A distinctive feature of business communication is that it does not have a self-contained value, is not an end in itself, but serves as a means to achieve some other goals. In the conditions of market relations, this is, first of all, obtaining maximum profit.

social contract

The basis of modern business ethics is the social contract (an informal agreement between the company and its external environment on uniform standards of behavior) and Social responsibility firm (maximizing its advantages and minimizing the disadvantages that affect both business participants and society as a whole).

Construction of speech argumentation

To date, there are two most common principles for constructing ethical argumentation - the principle of utilitarianism and the principle of the moral imperative.

Principle of utilitarianism

An action is considered morally justified if it brings or tends to bring the maximum benefit to the maximum number of persons. The total benefit is compared with the amount of damage caused. And if it outweighs, the decision is unethical. If all alternative actions cause some degree of damage, then the “lesser evil” is chosen.

Principle of the moral imperative

Moral decisions should not depend on a specific result (any bribe is evil, deceiving one client is just as immoral as many).

Bibliography

Uzerina M. S. Ethics of business communication: textbook - Ulyanovsk: UlGTU, 2004. - 72 p.
Lavrinenko VN Psychology and ethics of business communication: Textbook for universities - 4th ed., revised. and additional - M.: UNITI-DANA, 2005. - 415 p.

Notes

Wikimedia Foundation. 2010 .

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Books

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The ability to quickly and correctly determine the national - psychological

type of your interlocutor, then it will not be difficult for you to establish a trusting relationship and successfully interact with him. Knowing the characteristics of each psychological type, you can control the course of the conversation, reduce the risk of a conflict situation.

The psychology of business communication is an integral part of the complex of psychological sciences; it is based on the main categories and principles developed by general psychology.

The most important principles which guide general psychology and all its branches are the following:

The principle of causality, determinism, i.e. recognition of the relationship, interdependence of mental phenomena both with others and with material phenomena;

The principle of consistency, i.e. interpretation of individual mental phenomena as elements of an integral mental organization;

The principle of development, the recognition of transformation, changes in mental processes, their dynamics, the transition from one level to another.

Based on the analysis of personality psychology working group, norms of business ethics, national psychological types solve two main interrelated tasks:

Mastering the methods of psychological diagnostics, methods of describing the psychological states of the subjects of industrial activity, individual workers, managers, work groups;

Development of skills and abilities to change the psychological states of a subject through the use of special psychological technologies.

Ethics (from the Greek. ethos - custom, temper) - the doctrine of morality, morality. The term "ethics" was first used by Aristotle (384-322 BC) to refer to practical philosophy, which should answer the question of what we must do in order to perform correct, moral actions.

Morality (from Latin moralis - moral) is a system of ethical values that are recognized by a person. Morality is the most important way of normative regulation of social relations, communication and behavior of people in various spheres of public life - family, everyday life, politics, science, work, etc.

In a traditional society (a society of "mechanical solidarity" according to Emile Durkheim), based on the commonality of social life, collective ideas, mythological consciousness and interpersonal relationships, ritual, tradition and custom are the main mechanism of business communication. They correspond to the norms, values and standards of business communication ethics.

This nature of the ethics of business communication is already found in ancient India. All human behavior and communication, including business area, is subordinated here to the highest (religious) values. The above is typical for traditional Buddhist teachings.

The primary role of the ethical norms of ritual, custom is given in business communication and ancient Chinese society. It is no coincidence that the famous Confucius (551-479 BC) puts duty, justice, virtue in the first place in relations between people, subordinating them to benefit and benefit, although he does not oppose them to each other.

As in the East, in Western Europe of ancient times, much attention is paid to the need to take into account ethical norms and values in business communication, their influence on the efficiency of doing business is constantly emphasized. So, already Socrates (470 - 399 BC) says that "who knows how to deal with people, he conducts both private and general affairs well, and whoever does not know how, he makes mistakes here and there."

However, unlike the eastern, Western European, especially

the Christian cultural tradition is more pragmatic. Economic, material interest comes to the fore here, along with this, much attention is paid to the status nature of communication. At the same time, the status of the boss is seen as more privileged than that of a subordinate. Hence, ethical norms, such as justice, goodness, goodness, etc., are filled with economic content and also acquire a status character. The criterion of morality in business communication moves to the economic sphere. Therefore, a person with a “market character” (as defined by Erich Fromm) is constantly in a state of contradiction, characterized by a split consciousness.

An attempt to overcome this contradiction of moral consciousness was made within the framework of Protestantism during the Reformation in the 16th-17th centuries. Protestantism has brought a lot of positive things to the ethics of business communication and achieved certain successes in its approval.

In the era of "wild capitalism" (Western Europe, the USA in the 19th - mid-20th centuries), in the ethics of business communication and, in particular, business conversation, greed began to come to the fore.

In modern developed countries, the observance of ethical standards in business communication and during business conversations is recognized as important not only from the point of view of the responsibility of businessmen to society and themselves, but also necessary for production efficiency. In this case, ethics is seen not only as a necessary moral imperative of behavior, but also as a means (instrument) that helps to increase profitability, helps to strengthen business connections and improving business communication.

Communication is the process of communication and interaction of social subjects: social groups, communities or individuals, in which there is an exchange of information, experience, abilities and results of activities. The specificity of business communication is due to the fact that it arises on the basis and

about a certain type of activity related to the production of a product or business effect. Its distinguishing feature is that it does not have a self-contained meaning, is not an end in itself, but serves as a means to achieve any other goals. In the conditions of market relations, this is, first of all, obtaining the maximum profit. Practice shows that in any business success by more than 50% depends on the ability to establish contacts and build business communication correctly.

Ethics of business relations is also a system of knowledge about labor and professional morality, its history and practice; about how people are accustomed to relate to their work, what meaning they give to it, what place it occupies in their lives, how relations develop between people in the process of work, what inclinations and ideals provide effective work, and which hinder it.

Business people around the world have a strict concept of business ethics and commitment. Partners who have been proven over the years are highly valued abroad, and newcomers are examined with suspicion, often deleting from their notebooks the names of those who did not behave according to the rules from the first meeting. Therefore, newly minted entrepreneurs, with all their behavior trampling on the elementary foundations of business ethics, cannot hope for success.

Ethics and etiquette of business relations require that the leader possess the following qualities:

The ability to agree;

Decisiveness and justified compliance;

demanding of oneself and others;

Ability to work in stressful environments.

Business relationship - it is one of the types of social relations, such as the relationship between partners, colleagues and even competitors that occurs in the process joint activities in the market and in the community.

At the level of business relationships in a business, employees must be

focused on a partner, on a consumer, which increases interest in work. In order to successfully carry out any enterprise (make a deal), one should strive to understand the partner of business communication. In business relations, you must be the master of the situation, take the initiative and responsibility. Participants in business relations get the opportunity to influence each other's knowledge, skills, attitudes, feelings. In the studies of Professor B.F. Lomov, who paid quite a lot of attention to aspects of the socio-psychological phenomenon of communication, the idea is clearly presented: when we study the lifestyle of a particular individual, we cannot limit ourselves to analyzing only what and how he does, we must also investigate with whom and how he communicates. This knowledge of the communication partner in professional life is no less significant than in everyday life. That is, the sphere of business relations can reveal the essence of our partner, as well as a business competitor. Business relationships involve many aspects, including communication.

Communication - this is a complex, multifaceted process of establishing and developing contacts between people, generated by the need for joint activities and including the exchange of information, the development of a unified strategy for interaction, perception and understanding of another person.

Ethical principles - a generalized expression of moral requirements developed in the moral consciousness of society, which indicate the necessary behavior of participants in business relations.

Ethics - a system of shared values and ethical rules that an organization requires of its employees.

Psychological norms and principles contain required list psychological characteristics business person.

Principles of business communication ethics- this is a generalized expression of moral requirements developed in the moral consciousness of society, which indicate the necessary behavior of participants in business relations.

There are six basic ethical principles of business

behavior.

1. Punctuality (do everything on time). Only the behavior of a person who does everything on time is normative. Being late interferes with work and is a sign that a person cannot be relied upon. The principle of doing everything on time extends to all service tasks. Experts who study the organization and distribution of working time recommend adding an extra 25% to the period that, in your opinion, is required to complete the assigned work. Violation of this principle is considered as disrespectful to the host, which may affect the course of the subsequent conversation.

2. Confidentiality (don't talk too much). The secrets of an institution, corporation, or particular transaction must be kept as carefully as personal secrets. You should not retell to anyone what you heard from a colleague, leader or subordinate about their official activities or personal life.

3. Kindness, kindness and friendliness. In any situation, it is necessary to behave with clients, customers, buyers and colleagues politely, affably and kindly. This, however, does not mean the need to be friends with everyone with whom you have to communicate on duty.

4. Attention to others (think of others, not just yourself) should apply to colleagues, superiors and subordinates. Respect the opinions of others, try to understand why they have this or that point of view.

Always listen to criticism and advice from colleagues, superiors and subordinates. When someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence should not prevent you from being humble.

5. Appearance (dress appropriately). The main approach is

fit into your work environment, and within this environment - into the contingent of workers at your level. It is necessary to look the best way, that is, dress with taste, choosing a color scheme to match your face. Carefully selected accessories are of great importance.

6. Literacy (speak and write well). Internal documents or letters sent outside the institution must be written in good language, and all proper names transmitted without errors. You can not use swear words; even if you just quote the words of another person, they will be perceived by others as part of your own lexicon.

These principles are present to varying degrees and are recognized as fair in various business cultures. fundamental principles in the business world are: responsibility, respect for human dignity and the interests of those involved in business.

The ethics of business communication should be taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within the same enterprise - between a leader and subordinates, between a subordinate and a leader, between people of the same status. Between the parties of this or that type of business communication there is a specificity. The task is to formulate such principles of business communication that would not only correspond to each of its types, but also not contradict the general moral principles of people's behavior. At the same time, they should serve as a reliable tool for coordinating the activities of people involved in business communication.

The general moral principle of human communication is contained in the categorical imperative of I. Kant: "Act in such a way that the maxim of your will can always also have the force of the principle of universal legislation." In relation to business communication, the main ethical principle can be formulated as follows: in business communication, when deciding on

What values should be preferred in a given situation, act in such a way that the maxim of your will is compatible with the moral values of the other parties involved in communication, and allows for the coordination of the interests of all parties.

Thus, the basis of the ethics of business communication should be coordination, and, if possible, harmonization of interests. Naturally, if it is carried out by ethical means and in the name of morally justified goals. Therefore, business communication must be constantly checked by ethical reflection, justifying the motives for entering into it. Doing it ethically right choice and making an individual decision is often a very difficult task. Market relations provide freedom of choice, but at the same time increase the number of solutions, give rise to a set of moral dilemmas that await business people at every step in the process of their activities and communication.

Despite all the problematic and difficult choice of a moral position, there are a number of such provisions in communication, following which you can to a large extent facilitate it, increase its efficiency and avoid mistakes in the process of interacting with others in business. Remember, that:

In morality there is no absolute truth and no supreme judge among people.

When it comes to the ethical failures of others, one should not make “moral flies” into “moral elephants.”

When it comes to your failures, you should do the opposite.

In morality, one should praise others, and make claims against oneself.

The moral attitude of those around us ultimately depends only on ourselves.

When it comes to the practical approval of moral norms, the main imperative of behavior is: "start with yourself."

Particular attention should be paid to Golden Rule ethics of communication: "Treat others as you would like to be treated." AT

In its negative form, in the formulation of Confucius, it reads: "What you do not wish for yourself, do not do to others." This rule is also applicable to business communication, but in relation to its individual types: "top - down" (head - subordinate), "bottom - up" (subordinate - head), "horizontally" (employee - employee) requires specification.

Ethics of business communication "from top to bottom". In business communication "from top to bottom", i.e. in relation to a leader to a subordinate, the golden rule of ethics can be formulated as follows: "Treat your subordinate the way you would like to be treated by a leader." The art and success of business communication is largely determined by the ethical standards and principles that the leader uses in relation to his subordinates. By norms and principles, we mean what kind of behavior in the service is ethically acceptable and what is not. These norms concern, first of all, how and on the basis of what orders are given in the management process, what is the official discipline that determines business communication. Without observing the ethics of business communication between a leader and a subordinate, most people feel uncomfortable in a team, morally unprotected. The attitude of the leader to subordinates affects the whole nature of business communication, largely determines its moral and psychological climate. It is at this level that moral standards and patterns of behavior are formed in the first place. Let's note some of them.

Strive to turn your organization into a cohesive team with high moral standards communication. Involve employees in the goals of the organization. A person will feel morally and psychologically comfortable only when he is identified with the collective. At the same time, everyone strives to remain an individual and wants to be respected for who he is.

In the event of problems or difficulties associated with

dishonesty, the manager should find out its causes. If we are talking about ignorance, then one should not endlessly reproach the subordinate for his weaknesses and shortcomings. Think about what you can do to help him overcome them. Rely on this strengths his personality.

If the employee did not follow your instructions, you must let him know that you are aware of this, otherwise he may decide that he tricked you. Moreover, if the leader did not make a corresponding remark to the subordinate, then he simply does not fulfill his duties and acts unethically.

The remark to the employee must comply with ethical standards. Gather all information on this occasion. Choose the right form of communication. First, ask the employee himself to explain the reason for the failure to complete the task, perhaps he will give facts unknown to you. Make your remarks one on one: it is necessary to respect the dignity and feelings of a person.

Criticize actions and deeds, not a person's personality.

Ethics of business communication "bottom-up". In business communication “bottom-up”, that is, in relation to a subordinate to his boss, the general ethical rule of conduct can be formulated as follows: “Treat your boss the way you would like your subordinates to treat you.”

Knowing how to treat and treat your leader is no less important than knowing what moral requirements you should make to your subordinates. Without this, it is difficult to find a "common language" with both the boss and subordinates. Using certain ethical norms, you can attract the leader to your side, make him an ally, but you can also turn him against yourself, make him your ill-wisher.

Here are some necessary ethical standards and principles that can be used in business communication with the leader.

Try to help the leader in creating a friendly moral atmosphere in the team, strengthening fair

relations. Remember that your supervisor needs it first.

Do not try to impose your point of view on the leader or command him. Express your suggestions or comments with tact and courtesy. You cannot directly order something from him, but you can say: “How would you feel about…?” etc.

If any joyful or, on the contrary, unpleasant event is approaching or has already happened in the team, then it is necessary to inform the leader about this. In case of trouble, try to help facilitate the way out of this situation, offer your own solution.

Do not talk to the boss in a categorical tone, do not always say only “yes” or only “no”. An employee who always agrees is annoying and gives the impression of a flatterer. The person who always says no is a constant irritant.

Be loyal and dependable, but don't be a sycophant. Have your principles and character. A person who does not have a stable character and firm principles cannot be relied upon, his actions cannot be foreseen.

You should not seek help, advice, suggestions, etc. "over your head", immediately to the head of your leader, with the exception of emergencies. Otherwise, your behavior may be regarded as disrespect or disregard for the opinion of your immediate superior or as a doubt about his competence. In any case, your leader loses authority and dignity.

Ethics of business communication "horizontally". The general ethical principle of “horizontal” communication, that is, between colleagues (leaders or ordinary members of the group), can be formulated as follows: “In business communication, treat your colleague the way you would like him to treat you.” If you find it difficult how to behave in a given situation, put yourself in the place of your colleague.

With regard to fellow managers, it should be borne in mind that finding the right tone and acceptable standards of business communication with employees of equal status from other departments is a very difficult task. Especially when it comes to communication and relationships within the same enterprise. In this case, they are often rivals in the struggle for success and promotion. At the same time, these are people who, together with you, belong to the team of the general manager. In this case, participants in business communication should feel equal in relation to each other.

Here are some principles of ethical business communication between colleagues.

Do not demand any special treatment or special privileges from the other.

Try to achieve a clear division of rights and responsibilities in the performance of common work.

If your responsibilities overlap with those of your colleagues, this is a very dangerous situation. If the manager does not separate your duties and responsibilities from others, try to do it yourself.

In relationships between colleagues from other departments, you should be responsible for your own department, and not shift the blame on your subordinates.

If you are asked to temporarily transfer your employee to another department, do not send unscrupulous and unqualified employees there - after all, they will judge you and your department as a whole. Remember, it may happen that you will be treated in the same immoral way.

Ethical standards are the values and rules of ethics that the employees of the organization must adhere to in their activities. The Rules provide for the rights, obligations and liability for non-fulfillment of duties or excess of rights. Ethical norms act as a regulator of business relations. Universal ethical standards are requirements for communication, inextricably linked with the recognition of the uniqueness, value of each individual: politeness, correctness,

tact, modesty, accuracy, courtesy.

Politeness - this is an expression of respect for other people, their dignity, manifested in greetings and wishes, in the intonation of the voice, facial expressions and gestures. The opposite of politeness is rudeness. Rough relationships are not only an indicator of low culture, but also an economic category. It is estimated that as a result of a rude attitude, workers lose an average of about 17% in labor productivity.

Correctness - the ability to keep oneself within the bounds of decency in any situations, especially conflict ones. Correct behavior is especially important in disputes, during which the search for truth is carried out, new constructive ideas appear, opinions and beliefs are tested.

Tact is also one of the important components of the culture of business communication. A sense of tact is, first of all, a sense of proportion, a sense of boundaries in communication, the violation of which can offend a person, put him in an awkward position. Tactless can be remarks about the appearance or act, sympathy expressed in the presence of others about the intimate side of a person’s life, etc.

Humility in communication means restraint in assessments, respect for the tastes, affections of other people. The antipodes of modesty are arrogance, swagger, posturing.

Accuracy is also of great importance for the success of business relationships. It is difficult to conduct business without exact fulfillment of these promises and commitments in any form of life. Inaccuracy often borders on immoral behavior - deceit, lies.

Precautionary - this is the desire to be the first to show courtesy, to save another person from inconvenience and trouble.