Code of professional ethics for an employee of internal bodies. Professional ethics of employees of internal affairs bodies Professional ethics of a police officer

Law enforcement agencies, and the police in the first place, are designed to protect the life, health, rights and freedoms of citizens of the Russian Federation, foreign citizens, stateless persons, to combat crime, protect public order and property, and ensure public safety.

In the performance of their duties, police officers must be guided by the needs of society and the state. This, in turn, should increase the level of confidence of citizens in the activities of the police and each of its individual employee. In order to effectively solve the problems of crime prevention, it is necessary to study the causes that affect it and try to eliminate them. Thus, the activities of police officers are aimed at eliminating the causes that affect the state of crime. However, the police alone, without outside help, cannot fully resist crime. That is why, in solving this most difficult task in the conditions of the development of our society, the internal affairs bodies simply need the support of citizens and public structures.

This public support is important, on the one hand, for obtaining the information necessary for the prevention, detection and investigation of crimes. On the other hand, interaction with citizens increases public confidence in the police, allows citizens to contribute to ensuring their own security and to some extent coordinate the activities of the police, depending on the needs of modern society and the social order in a particular region. In addition, due to such interaction, citizens begin to feel responsible for maintaining law and order and public safety, and solving social problems in their area.

The trust of the population in the police is closely related to the behavior of police officers towards citizens, and in particular with the observance of professional ethics both in the performance of their duties and in privacy, ordinary everyday situations. Everything - appearance, dress code, manner of communication, respect by police officers for dignity and fundamental freedoms and human rights, indifference to other people's problems and troubles, elementary attention - contributes to the establishment of trusting relationships.

The new approach is based on the ideas of police service to society and assumes a high degree of social importance of its work, increasing the level of responsibility for the results of its activities not only to the state, but, first of all, to society and each individual citizen.

Based on the foregoing, the tasks of the police are: maintaining public peace and order, protecting and respecting the rights and freedoms of the individual, preventing and combating crime, and providing assistance to citizens.

The protection and respect of human rights as the primary task of law enforcement agencies is a hallmark of the functioning of the police in a democratic society. The duty of the police to be the guardian of human rights becomes a priority, and the key to success in this case is a well-organized prevention of crime, that is, its prevention. In carrying out this task, the interaction of the police with citizens and society as a whole, as well as government agencies, is of the greatest importance, since only in such interaction can measures to prevent crime and prevent their negative manifestations be as effective as possible.

However, work in this direction has not been properly organized so far, since interaction of this kind was poorly reflected and disclosed by Russian legislation in the field of law enforcement, and was generally perceived negatively by citizens. In the law of the Russian Federation "On the Police", the interaction of law enforcement agencies with civil society and citizens is not only properly reflected, but also highlighted as a priority in the activities of the police and its employees.

Since any obligatory task implies a responsible attitude to the process and results of its implementation, such a new task of the internal affairs bodies as organizing interaction with society and a citizen involves the development of new mechanisms and the search for new ways to solve it.

In this case, the increase in the level of professional ethics, the development of personal and professional culture, the ethical and intellectual development of each individual employee are an obligatory and simply necessary element in solving and fulfilling one of the most important tasks of the police. This is supported by the following factors:

Firstly, the fight against crime and other offenses is not only a legal, but also a moral problem, since it is impossible to fight crime and its causes without strengthening the moral foundations of society, and without fighting crime it is impossible to ensure the full development and manifestation of moral factor in its constructive, constructive role.

Secondly, employees of internal affairs bodies, as a rule, have to deal with not the best part of society, which, on the one hand, has a very adverse effect on their own moral character and can, under certain conditions, lead to professional deformation. On the other hand, service ethics oblige each police officer to show tact, restraint, to influence morally the detainee, arrested, convicted. In addition, the moral culture of employees of the internal affairs bodies has a noticeable disciplinary, educational impact on citizens, and also determines the degree of their trust in law enforcement agencies.

It is also no secret that in the context of the democratization and humanization of society, the expansion of publicity regarding the activities of law enforcement agencies, the importance of professional morality of employees is noticeably increasing, since, first of all, it is negative manifestations that become public knowledge.

Professional ethics is considered as certain moral requirements for employees, due to the specifics of their profession. Morality would lose its functions as the most universal regulator of people's behavior and activities if its requirements and norms were not so universal and generally valid in society. Thus, the requirements for the professional and ethical culture of employees of internal affairs bodies are twice as high as for an ordinary citizen. Even a properly conducted conversation can be a favorable and often the only opportunity to convince the interlocutor of the validity of your position, help persuade him to make the right decision and create the prerequisites for changing, if not the worldview in general, but the assessment of one’s specific act or attitude to a specific problem. It must be remembered that the person whom you have been able to win over will be much more helpful than the one you are trying to get to talk to you. In communicating with any citizen, even if it is a representative of a marginal community, the ability to listen carefully is especially important. The ability to listen, and most importantly, to hear the interlocutor -
in a difficult situation, the key to mutual understanding.

The rules of conduct for employees of internal affairs bodies, which determine polite and attentive treatment of citizens, strict observance of their rights and freedoms, are developed on the basis of the norms of the Constitution of the Russian Federation, generally recognized principles international law, as well as other regulatory legal acts and are reflected in the Code of Professional Ethics for an employee of the internal affairs bodies of the Russian Federation, approved by order of the Ministry of Internal Affairs of Russia dated December 24, 2008 No. 1139.

Every citizen of our country should feel safe, see the policeman as his protector, able to reliably protect his life, health, honor and dignity from criminal encroachments, worthy of becoming an example for the younger generation, commanding respect.

Possessing broad rights and powers granted by law, police officers must use them skillfully and reasonably, while showing restraint and high culture, adhering to high moral standards. At the same time, police officers are required to be resolute in the suppression of offenses, but at the same time, their actions must be legally impeccable, excluding violation of the law, understandable and justified for others, excluding infringement of the rights of citizens, including detainees and arrests.

Employees of the internal affairs bodies should remember that they are constantly in the public eye and their behavior largely determines the authority of the police as a whole, trust in each individual employee and the support of citizens. As life shows, people in the first place put professionalism, a culture of behavior and the general intellectual development of an employee, his ability to effectively, competently and confidently perform his duties, the desire to social justice and strict observance of the rule of law, as well as high moral-volitional, ethical qualities, the ability to take responsibility and resist any actions that violate the law, the rights and freedoms of citizens. Citizens also believe that at least necessary qualities employee - this is decency, morality, kindness and empathy, generosity and the desire to help a person in word and deed, that is, universally recognized and universal, and therefore the most valuable.

If we evaluate the wishes of citizens in principle, then their demands are absolutely legitimate and humanly understandable. Such should be the employees of the internal affairs bodies in a highly developed state of law, striving for excellence.

In conclusion, I can only say that ethics, since ancient times, has also been called practical philosophy. It is studied not only in order to find out what virtue is, but in order, first of all, to be virtuous. The goal of ethics is not knowledge, but actions. It does not replace a living person in his individual moral efforts and cannot remove responsibility for the decisions made from the individual, or at least mitigate it. You can't hide behind ethics, you can rely on it. She can only help those who seek her help, sincerely want to eradicate evil in themselves and help others in this, become better themselves and make the world around them better.

Leonid ROTARU,

assistant to the head of the Russian Ministry of Internal Affairs for the Kryukovo district of Moscow

for work with personnel,

lieutenant colonel of internal service

cases of the Russian Federation on the culture of speech and appearance

police officers

Code of professional ethics for an employee of the internal affairs bodies of the Russian Federation: "Article 11. Culture of speech.

Article 12

1. When communicating with people, an employee must be guided by the constitutional provision that every citizen has the right to privacy, personal and family secrets, protection of honor, dignity, and his good name.
2. The employee should:
- - start official communication with a greeting (putting a hand on a headdress, being in uniform), refraining from shaking hands; introduce yourself, giving your position, special rank, surname, briefly state the purpose and reason for the appeal, at the request of a citizen, present an official certificate;

Express your comments and requirements in a correct and convincing manner; if necessary, calmly, without irritation, repeat and explain the meaning of what was said;

- listen to the explanations or questions of a citizen carefully, without interrupting the speaker, showing goodwill and respect for the interlocutor;
- treat people with respect old age, veterans, the disabled, to provide them with the necessary assistance;
- be considerate and attentive to women and children.
3. When establishing the identity of a citizen or verification of documents related to the performance of official duties, an employee must:
- - ask in a tactful and polite manner to present the required documents;
- - offer the owner of the documents to remove foreign objects from them, if any;
- - check the documents quickly and carefully, if a more thorough check is necessary, explain to the citizen the reason for it, the timing and methods of conducting it;
- - thank the citizen for cooperating with the police at the end of the check and return of documents.
4. When communicating with citizens, an employee must exercise restraint and be ready to:
- - inappropriate behavior on their part, including the manifestation of aggression and resistance;
- - to provide them with the necessary medical care;
- - to send people in need to a medical institution.
5. When communicating with citizens on the part of an employee, the following is unacceptable:
- - any kind of statements and actions of a discriminatory nature based on sex, age, race, nationality, language, citizenship, social, property or marital status, political or religious preferences;
- - arrogant tone, rudeness, arrogance, incorrect remarks, presentation of unlawful, undeserved accusations;
- - threats, offensive language or remarks;
- - disputes, discussions and actions that interfere with normal communication or provoke illegal behavior;
- - causeless, unreasonable checks of passports, migration cards and other documents.
6. The employee is advised not to take personally offensive and unfair remarks, inappropriate jokes, ridicule expressed on the streets and in in public places, not to be drawn into a conflict situation or scandal.
7. When using the phone, the employee should speak quietly and concisely, without creating inconvenience to others; turn off mobile phone before the start of the meeting; refrain from talking on the phone while in public transport.

Article 13

1. An employee of the internal affairs bodies must remember that every citizen who applied to the police, as a rule, faced a nuisance or misfortune. The mood of the person and his opinion about the employee and the work of the police as a whole depend on how the employee meets and listens to the visitor, what kind of assistance he will provide.
2. When receiving visitors from the internal affairs bodies, the employee is recommended:
- - answer the greeting of the visitor who entered the office, invite him to sit down;
- - show attentiveness, tact, goodwill, desire to help the visitor;
- - listen to the visitor's statement and understand the essence of the stated problem, ask clarifying questions in the correct form;
- - explain, if necessary, the requirements of the current legislation on the issue under consideration;
- - make a decision on the merits of the visitor's appeal;
- - inform the visitor about the procedure and terms for considering the appeal, as well as appealing the decision.
3. In case of conflict behavior on the part of the visitor, the employee must take measures in order to relieve the emotional stress of the citizen, and then calmly explain to him the procedure for resolving the issue.
4. An employee must not:
- - force the visitor to wait unreasonably long for an appointment;
- - to interrupt the visitor in a rude manner;
- - show irritation and discontent towards the visitor;
- - talk on the phone, ignoring the presence of the visitor.

Article 14. Peculiarities of communication with foreign citizens

1. The professionally competent behavior of an employee when communicating with foreign citizens helps to strengthen the international authority of the internal affairs bodies of the Russian Federation.
2. An employee must take into account that, while in our country, foreign citizens:
- - address the employee as a representative of public authorities;
- - do not speak or have a poor command of the Russian language, which makes it difficult for the employee to correctly understand the appeals on their part;
- - not fully informed about the rules of conduct in public places;
- - represent a different culture and may not clearly understand local customs and traditions.
3. When communicating with foreign citizens, an employee must show patience, restraint, correctness and courtesy, readiness to provide assistance, if necessary, explain the rules of conduct on the territory of the Russian Federation.
4. In case of a minor violation of public order by a foreign citizen, the employee should limit himself to explaining and warning about the inadmissibility of such actions.
5. An employee is not recommended to discuss with foreigners the issues of politics, the activities of state authorities, including the internal affairs bodies of the Russian Federation.

Article 18 Appearance and dress code

1. A decent appearance of an employee ensures the moral right to self-respect, helps to strengthen the confidence of citizens in the internal affairs bodies, and influences the behavior and actions of people.
2. An employee of the internal affairs bodies should:
- - wear uniforms in accordance with established requirements, clean and tidy, well-fitting and ironed;
- - maintain an exemplary appearance that commands respect from colleagues and citizens;
- - wear on holidays on uniforms state and departmental orders, medals and insignia, and in everyday situations - order strips;
- - demonstrate combat bearing, keep straight, with deployed shoulders, do not slouch, walk with a firm, energetic step;
- - stick to healthy lifestyle life, observe the rules of personal and public hygiene.
3. Employees in uniform at a meeting greet each other in accordance with the requirements of the Military Regulations Armed Forces Russian Federation.
4. In the case of performing official duties in civilian clothes, it is allowed to wear a suit (dress) and shoes of a strict business style, soft color, emphasizing the accuracy and neatness of the employee.
5. An employee in uniform is not recommended to: visit markets, shops, restaurants, casinos and other shopping facilities and entertainment venues, if this is not related to the performance of official duties, as well as carry bags, packages, boxes and other household items.
6. A male employee should always be neatly trimmed, carefully shaved, neatly and tastefully dressed, and may use perfumes sparingly.
7. A female employee is recommended to wear formal business attire, to be modest and reasonable in the use of cosmetics and wearing jewelry.
8. An employee is not recommended to grow a beard, long sideburns, shave his head, wear Jewelry except for the wedding ring.
9. An employee should not get tattoos, wear piercings, mix uniforms and civilian clothing, keep his hands in his pockets, walk in uncleaned and worn-out shoes, as well as in uniforms that have lost their proper appearance.
10. It is unacceptable for an employee to wear insignia, distinctions, honorary titles, uniforms of public associations that have a similar name or external resemblance to state awards and titles.

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ProfessionalethicsemployeesATS

1. Businesscommunicationandetiquette

Communication (communication) is a way of being a person in terms of mutual relations, interaction with other people. In the process of communication, people exchange information - thoughts, ideas and emotions, as a result of which a certain form of relationship and mutual influence is established between people, aimed at achieving a certain business expedient result. The ethics of business communication is the sum of moral and ethical requirements, principles, norms and rules developed by science, practice and world experience, the observance of which ensures mutual understanding and mutual trust of the subjects of business communication, increases the effectiveness of contacts and the final results of their joint actions.

At the heart of business communication lies the solution of an important service issue, a responsible specific case concerning the fate of people, material and financial costs, and often legal relations with very unpleasant consequences for the subjects of communication. Therefore, the moral side of positions, decisions and the social result of communication plays a huge role. In addition, when it comes to a leader, the ethical content of communication directly affects the moral views of subordinates and, consequently, the quality of their performance. Therefore, knowledge and possession of the ethics of business communication is an indicator of the professional culture of a law enforcement officer, the degree of his compliance with modern requirements.

The exchange of information forms a certain psychological attitude in the subject of communication. Depending on the attitude, the nature of communication occurs at one of four levels of communication:

one). The contactee position is based on false ideas and therefore must be overcome and discarded.

2). The ideas that conditioned the position of the contactee are inherently correct, but are an obstacle to achieving the desired result, so they need to be overcome and debunked.

3). The ideas underlying the contactee's position are correct, but have nothing to do with this issue.

four). The position of the contactee is based on correct and fruitful ideas, it is necessary to analyze them in accordance with one's own ideas.

Business communication should be based on certain moral principles, among which the following are the main ones:

1. Business contacts are based on the interests of the business, but in no case are personal interests and not their own ambitions. Despite its apparent banality, it is this principle that is violated most often, because far from everyone and far from always finds the ability to give up personal interests when they conflict with the interests of the case, especially when this can be done with impunity and the only judge of the deed. will have a conscience.

2. Decency, that is, an organic inability to dishonest act or behavior, based on such developed moral qualities as:

Sharpened conscience;

The ability to behave equally with any person, regardless of his official or social status (J.-J. Rousseau argued: "The highest virtue is to be the same with a beggar and a prince");

Moral stability, manifested primarily in the fact that under no circumstances does a person compromise his principles;

Obligation, accuracy, responsibility, fidelity to one's word.

3. Goodwill, that is, an organic need to do good to people (good - main category ethics).

4. Respect, that is, respect for the dignity of the contactee, which is realized through such educated moral qualities as: courtesy, delicacy, tact, courtesy, caring.

Etiquette is a stable order of behavior, a set of rules of polite behavior in society. Etiquette rules are the behavioral language of cultural communication. In office etiquette, the main thing is the correspondence of manners, appearance, speech, gestures, facial expressions, posture, posture, tone, clothing to the nature of the social role in which communication takes place. This requirement is of particular importance when participating in a strictly regulated ceremony, where certain official forms of behavior of officials must not go beyond rigidly established limits, failure to comply with the requirements of etiquette due to their ignorance or disrespect for them is perceived as an insult to personal dignity and often becomes a cause of conflicts or , at the very least, causes justified disapproval.

Strict adherence to the rules of etiquette is an important condition for a high culture of behavior. This is the “clothes” by which they “meet”, by which they make the first impression of a person. But even the most scrupulous knowledge and observance of these rules does not guarantee the corresponding behavior of a person, because the real circumstances are so diverse that no rules and norms are able to cover them completely. To avoid all mistakes, it is necessary to develop a sense of emotional empathy with the contactee, which is called tact. A developed sense of tact allows a person to determine the proper measure in expressions and actions, in showing interest in another person.

2. Professionaltact

Professional tact is a manifestation of restraint, foresight and decency in communication with others. Tact implies a careful, attentive attitude to the personality of the interlocutor, excluding the possibility of touching any of his "sore strings". This is the ability to tactfully, correctly bypass, if possible, issues that can cause embarrassment among others. This is the ability to say or do something by the way, without unnecessary "excesses", importunity and impudence. The manifestation of tactlessness is an unmistakable evidence of a lack of culture, an indicator of rudeness and bad manners. It is important to constantly remember that the observance of etiquette and the manifestation of tact is not just an obligatory element of communication, but an integral part of the spiritual culture of the individual, especially the personality of the leader - an indispensable condition for the positive results of business communication and the authority of law enforcement agencies in general. Business communication between law enforcement officers, both among themselves, in service teams, and with citizens, can occur in various situations and take a variety of forms. Let's point out the main ones:

I. Everyday office communication.

1) Conversations, meetings, negotiations.

2) Reception of visitors.

3) Meetings, meetings, meetings, conferences.

4) Visiting organizations, institutions.

5) Visiting citizens at the place of residence.

6) Duty, patrolling, security.

II. Specific forms of official communication.

1) Communication in the service team:

a) subordinated forms of communication;

b) communication between colleagues.

2) Communication between teachers and students in the learning process.

3) Business contacts with foreign citizens.

III. Extreme forms of office communication

1) Communication in a conflict situation.

2) Communication with participants in rallies, demonstrations, public demarches.

3) Communication with the detainees during the search.

4) Communication with the special contingent.

IV. Non-verbal and non-specific forms of communication

1) Public contacts with journalists, interviews.

2) Speeches on radio, television, in the press.

3) Telephone, teletype, radio communication.

4) Business correspondence, resolutions.

In addition, in all these forms of communication, great importance is attached to the so-called accessories, which are included as elements in the etiquette rules of communication. These include: the culture of speech, text, appearance, facial expressions, tone, gestures. For each of these elements, there is a set of specific rules that should also be carefully followed.

3. Ethicsbusinessconversations,meetings,negotiations

ethics professional business moral

results professional activity law enforcement officers largely depend on personal meetings, conversations, meetings. Ethical requirements for their implementation are the necessary condition that allows you to find the right solution, smooth out sharp corners and get out of difficult or unpleasant situations with dignity.

A properly conducted conversation is the most favorable and often the only way to convince the interlocutor of the validity of your position, to force him to accept your decision and conditions.

In law enforcement activities, there are situations when there is a need to obtain this or that information from a person who avoids conversation. Even in these situations, you need to remember that the person you have been able to win over will be of much more help to you than the one you are trying to get to talk to you.

When preparing for a conversation, it is recommended to study the interlocutor. What position does he occupy? How does he treat you? What kind of person is he? What are his intentions? It is good to know the main points of the interlocutor's biography, the range of his personal interests, including his favorite pastime, hobby.

The time allotted for the meeting should be freed from other business. At this time, you can not appoint other meetings and make those invited to wait in the reception. It is not customary to drag out a meeting beyond the time allotted for it, unless, of course, this is related to the resolution of an important issue.

When conducting a meeting and conversation, it is important to take into account not only their strategy and tactics, but also pay attention to the "little things" of etiquette, which can grow into circumstances that seriously affect the outcome of the meeting.

Speech and style of presentation are of great importance in conversation, negotiations. Timbre, intonation, clarity of pronunciation, loudness of voice - these are facts that psychologically affect the interlocutor, cause him respect, sympathy for you or, conversely, negative emotions.

You need to be careful with the use of foreign words and expressions. The use of words incomprehensible to the interlocutor is not the best way to show your erudition and education. This not only does not contribute to a better mutual understanding, but also causes irritation. It has long been noticed among the people: whoever thinks clearly, he clearly states.

The conversation must be conducted calmly, without raising your voice and not showing your irritation, even when there are grounds for this. Hotness, haste are bad helpers in a conversation.

Be attentive and considerate to the interlocutor, appreciate his arguments, even if they are weak. Experts believe that nothing has such a negative effect on the atmosphere of a business conversation as a contemptuous gesture, which means that one side discards the arguments of the other without the slightest effort to delve into their content.

In business communication, the ability to listen carefully is especially important. The ability to listen to an interlocutor in a difficult situation is a guarantee of mutual understanding, without which business relationships may not work out. Therefore, the basic ethical rules for effective listening in such communication have been developed. These include:

The ability to set yourself up for a wave of internal interest in the topic of a business conversation, dispute, meeting;

Identification for oneself of the main thoughts of the speaker (reporting information) and the desire to correctly understand them;

A quick comparison of the information received with one's own and an immediate mental return to the main content of the message, dispute, conversation.

Listening carefully and not even expressing his opinion, the employee must still be an active, and not a passive participant in the conversation, discussion, dispute.

Don't jump to conclusions. It is precisely such subjective assessments that make a citizen take a defensive position in relation to an employee. Always remember that such evaluations are a barrier to meaningful communication.

Do not let yourself be "caught" in a dispute on inattention. When you mentally disagree with a speaker, you tend to stop listening and wait your turn to speak.

Try to express understanding. While listening, reflect on what was said in order to understand how the interlocutor really feels and what significance the information is trying to convey to you. Try to mentally imagine yourself in the place of the interlocutor. Such communication means not only the approval of the speaker, but also allows you to more accurately understand the message.

Don't ask too many questions. Try to limit yourself to questions to clarify what has already been said. An excessively large number of questions to a certain extent suppresses a person, takes away the initiative from him, puts him in a defensive position.

Never tell the interlocutor that you understand his feelings well, such a statement serves more to justify your own (not always successful) attempts to convince the interlocutor that you are listening to him. In addition, such communication will call into question the credibility of you, and the conversation will most likely stop altogether.

Don't give advice unless asked. But in cases where you are really asked for advice, use the techniques of analyzing listening to establish what the interlocutor really wants to know.

We have to admit that not all law enforcement professionals know how to listen. Summing up some of the above, we highlight a few necessary ethical precepts that help you learn to listen for the benefit of yourself and for business. Listening, you need to:

Forget personal prejudices against the interlocutor;

Do not rush to answers and conclusions;

Distinguish between facts and opinions;

Make sure that your speech is as clear and precise as possible;

Be impartial in assessing what you have heard from the interlocutor;

Really listen, and not pretend to listen, not be distracted by extraneous thoughts.

Often we inattentively listen to the interlocutor due to lack of patience. The interlocutor, in our opinion, takes too long to get to the point of the conversation. We get annoyed: it seems to us that in his place we would conduct a conversation differently. This position is of no use. You have to be patient, reckon with the manner of conversation of the interlocutor.

All forms of business conversations should have one result - correct understanding, which is impossible if you do not know how to listen to the interlocutor. Understanding is primarily the ability to predict. If, after listening to the interlocutor, you can imagine what actions will follow the conversation, then you have managed to correctly understand him.

Try to logically plan the entire process of listening, remember first of all the main thoughts expressed by the interlocutor. During the conversation, try to mentally summarize what you heard 2-3 times and it is better to do this during pauses in the conversation. Remember that your tendency to anticipate what will be said next as you listen is a sign of active thinking and is a good method of remembering the main points of a conversation.

To summarize what has been said, success in a business conversation, in negotiations can be greatly facilitated if you follow certain rules that are compiled by experts in the field of business communication:

Write a conversation plan in advance, work out the most important formulations;

Apply the provisions of psychology about the periodic impact on the interlocutor during the conversation, namely: alternate unfavorable moments with favorable ones, the beginning and end of the conversation should be positive;

Constantly remember the driving motives of the interlocutor, his interests, his expectations, his position, self-esteem, pride;

Express your thoughts and suggestions clearly, concisely and clearly;

Never, in any situation, insult or offend the interlocutor, be polite, helpful, tactful and delicate with him;

Never treat others with disdain;

Compliments speak in moderation;

Whenever possible, recognize the correctness of the interlocutor;

Avoid empty conversation, distractions on extraneous topics that violate the logical course of the conversation.

4. Receptioninhabitedand I

Reception of citizens by responsible employees of bodies, divisions, institutions and educational institutions is one of the main factors contributing to the propaganda of the activities of law enforcement officers and strengthening their connection with the population.

To implement this installation, it is necessary to first carry out work to bring to the public through means mass media days and hours of reception, indicating which specific manager receives visitors. In addition, information for visitors is posted directly in the department in a conspicuous place, which gives schedules for receiving visitors with a specific indication of which heads of departments and services are receiving, to whom the visitor can contact to make a decision on the issue of interest to him. In the duty unit or at the secretary, assistant, a special journal is started, in which the last name, first name and patronymic, address, telephone number and the question with which the applicant addresses this or that official are recorded.

The manager must be competent in the questions to which he has to give answers to visitors, for which, knowing in advance the questions of their interest, he consults with specialists from the relevant services.

The manager receiving visitors must be attentive to the applicant, listen to everyone without haste, without interrupting, showing respect and tact, must be psychologically prepared for the perception of the applicant, who can be overly emotional, verbose, even aggressive. He must master the methods of neutralizing these manifestations and be able to lead the conversation into a calm channel.

The head of the reception should strive to give the most comprehensive answers to the questions of the applicants, solving them both with specialists from services or departments, and with the relevant bodies and departments, on which the solution of the problems posed by visitors depends. The solution of the problems posed by visitors depends on the same. In the same case, when the host manager is unable to answer the question, he informs the visitor that he will be given a written (if required) or oral answer, while determining the response time. This is to ensure that the visitor leaves the unit satisfied both with the nature of the meeting with the leader and with the results of that meeting.

Recently, such forms of communication with the population have appeared as a helpline (the so-called "direct line") or a special box for letters, complaints and statements of citizens put up in duty units, in which they report certain actions of law enforcement officers. These forms also enable senior officials to keep abreast of public opinion about law enforcement activities requiring authorization.

At the end of the year, the duty unit (or employees of the secretariat) prepares an analytical report on letters, statements and complaints from citizens who were at the reception or sent relevant oral or written messages. It is desirable that this oral or written material be brought to the attention of the population through the mass media, which, of course, will help increase the authority of law enforcement agencies among the population and strengthen their capabilities in the uncompromising fight against crime.

The above material contains recommendations in relation to the conditions of activity of grass-roots bodies. If we are talking about higher authorities, then the functions described in this material as related to the competence of duty units are transferred to the jurisdiction of headquarters units or special reception rooms that exist in some departments.

5. Communicationinofficialcollective

Service relations affect the mood of people, create that moral microclimate, without which the existence of the team is impossible. Normal service relations are formed on the basis of two basic requirements: responsibility for the cause and respect for colleagues.

Responsibility implies an honest and binding attitude to one's word and deed. An optional person, a talker brings harm not only by his personal behavior, but also creates an atmosphere of irresponsibility and indiscipline around him.

The business environment to a large extent also depends on respect for colleagues, the ability to insist on something, and give in to something, the ability to defuse a conflict situation. Respect for colleagues is to a large extent manifested in the ability to take into account their interests, show concern, and do small but pleasant services.

Service relations are somewhat different from everyday ones, which leaves its mark on the requirements for the behavior of colleagues. If, for example, in a cafe or restaurant, the main priority for women and men is the priority of the lady, then in official relations this priority often recedes into the background and is replaced by the priority of the boss.

Law enforcement is associated with complex, rapidly changing situations, significant risk, which causes an increased likelihood of various conflicts - interpersonal and intergroup. For successful work, it is important to anticipate the possibility of conflict situations and know how to get out of them. If it was still not possible to avoid the conflict, then you need to be able to resolve the problems that arise painlessly and with minimal losses.

The life of the service team cannot do without critical remarks addressed to colleagues. And here it is especially important that this criticism be constructive, and not be the result of any grievances or interests. It should be perceived by the person as deserved. And for this, it must meet the basic requirements for it.

First, be businesslike and objective. Unfortunately, there is also the so-called pseudo-criticism.

Secondly, criticism should be tactful and benevolent, taking into account the positive qualities and merits of the criticized. Its task is not to humiliate a person, but to help him improve, to show ways out of this situation. Criticism is always perceived as unfair if it carries only a negative charge. Conversely, a fair assessment of the positive and negative aspects in the activities of employees has a beneficial effect.

Thirdly, criticism must have its specific subject. Great harm is done when, instead of evaluating a person's specific actions, his personality and character are criticized. This can cause anger, indignation of the criticized, a desire to justify itself at all costs, since a person considers himself, and quite justifiably, undeservedly offended. And specific instructions for certain actions or behavior of the employee relieve tension. Therefore, they are always preferred.

Fourthly, criticism requires a specific approach, taking into account the characteristics of a person's temperament and character. One will react to the remarks painfully, but will quickly calm down and return to normal, they may, as they say, “not reach” the other, the third may be pushed onto the path of experiences, and the fourth - so internally experienced his misconduct that in relation to him charges would be redundant.

Special requirements are imposed on the relationship between the boss and the subordinate. Usually the leader is the key figure in the team. A lot depends on how he behaves with people, how and in what he interferes (or does not interfere), what he does for his subordinates. The leader must always remember that his actions and the actions of an ordinary member of the team are evaluated differently by this team. Every act of a superior in relation to a subordinate is perceived not only as an attitude of one person to another, but as an action of a person endowed with power over another. A leader will never gain high authority and respect if he builds service relations on the basis of personal sympathies. Therefore, the boss must be extremely objective in relation to his subordinates and restrained in his actions.

The leader must constantly remember the norms of behavior, cultivate the habit and the need to comply with them in all situations.

A good leader is alien to arrogance, arrogance, irritability, capriciousness, the desire by the power of his power to impose his manners and habits on his subordinates. He in every possible way avoids situations in which one could humiliate a subordinate, offend his personal dignity and honor.

The positive quality of a leader is restraint, which is needed in everything - in decision-making, in words, in actions.

It is important to remember the rule: the more completely in relations with people the leader relies on positive informal means, the less situations are created that cause the need to apply administrative sanctions.

6. Holdingbusinessmeetings

There are several rules that a leader who is going to hold a meeting must remember:

The meeting should be extremely brief: a protracted meeting causes its participants to lose interest in the issues under consideration and “reject” even the information that previously aroused interest;

Only those employees who are really needed should be invited to the meeting, that is, those who should really implement the information received here and those whose opinions are necessary for making a decision;

The meeting should be held only when it is really necessary, when a different way of developing certain decisions would be longer and less effective; excessively frequent meetings indicate the weakness of the leadership or its administrative cowardice, as well as the useless waste of staff time.

Every meeting requires careful preparation. The better the preparation of the meeting, the less time is spent on its conduct.

There are four types of meetings: operational meeting, briefing meeting, problem meeting, final meeting. In addition, according to the nature of the meeting, they are divided into the following types:

a) dictatorial - only the leader leads and has the actual right to vote, the rest of the participants are given the right only to ask questions, but by no means express their own opinions;

b) autocratic - based on questions of the leader to the participants and their answers to them; there is no broad discussion here, only dialogue is possible;

c) segregative - the report is discussed only by the participants chosen by the leader, the rest only listen and take note;

d) discussion - free exchange of opinions and development common solution; the right to make a decision in its final formulation, as a rule, remains with the head;

e) free - they do not adopt a clear agenda, sometimes there is no chairman, it does not necessarily end with a decision and comes down mainly to an exchange of views.

The meeting must start at the specified time. The opening speech, as a rule, is made by the head of the unit. In the opening speech, it is necessary to clearly outline the contours of the problem (or problems) under discussion, formulate the purpose of the discussion, show it practical significance and set the rules.

The main task of the leader of the meeting is to provide an opportunity to listen to the views of the speakers and analyze them. He must correctly point out the twists and turns, cut off the superfluous that is not relevant to the case, insist on the argumentation of the opinions expressed. An important sign of the culture of the leader of the meeting is the strict observance of the regulations.

The leader should not abuse meetings in his office. Here, the situation itself emphasizes the inequality between the leader, sitting in an armchair at his own table, and the rest of the interlocutors. Subordinates are held in these conditions more constrained.

The most important criterion of the meeting is the attitude of the participants to its results. It is important that they do not have a sense of wasted time, so that everyone has a clear understanding of the decisions made and their role in their implementation. By the degree of concreteness of the decisions made, one can judge the competence of the chief, his managerial culture and his moral upbringing.

Listliterature

1. Professional ethics of law enforcement officers - Edited by Doctor of Philosophy, Professor A.V. Opalev and Doctor of Philosophy, Professor G.V. Dubova.

2. Volgin B.N. - Business meetings, M., 1990

3. Besetsky I.I. - Formation of the foundations of professional ethics of an operative worker

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The concept of office etiquette, its main features, the structure of office etiquette. Rules for communication of employees of internal affairs bodies with various categories of citizens. Etiquette of the leader and subordinate. Code of professional ethics of the employee.

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Ministry of Internal Affairs of the Russian Federation

Federal state state educational

institution of higher professional education

"Legal Institute of the Ministry of Internal Affairs of Russia"

Faculty of distance learning

Department of Humanities and Social Disciplines

Test

in the subject "Professional ethics and office etiquette"

Topic: " Service etiquette in the police department"

Plan

1. The concept of office etiquette in the police department, its main features. Structure of office etiquette

2. Etiquette rules for communication of police officers with various

3. Etiquette of the head and subordinate in the Department of Internal Affairs

4. Code of professional ethics for an employee of the internal affairs bodies of the Russian Federation on the culture of speech and appearance of police officers

Bibliography

1. The concept of office etiquette in the police department, its main features. Structure of office etiquette

Service ethics is the broadest concept in the field of professional ethics. Service ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and official activities. These rules must be observed by every person who has begun to work. The number of these rules is small. The vast majority of them are formulated in the limiting general view in order to be detailed in relation to specific activities.

Ethics requirements.

Discipline. The concretization of this concept occurs depending on the specifics and content of labor. For example, in animal husbandry, the concept of discipline will be defined life cycles the animals they care for.

Saving material resources provided to the employee for the implementation production activities. These resources can be very different. The need to replenish lost resources is a heavy burden on profits and production costs, hence the requirement to minimize losses. This norm includes the conservation of heat, buildings, equipment, materials, etc.

The correctness of interpersonal relationships. A person in the sphere of his labor activity should behave in such a way that interpersonal conflicts arise as little as possible, and that other people feel comfortable working next to him in direct and indirect interpersonal contact.

All these requirements are divided into two subgroups. The first subgroup: includes requirements in interpersonal contacts horizontally (subordinate-subordinate, leader-manager). The second subgroup: includes requirements in interpersonal contacts along the vertical (subordinate - leader). Here the main requirement for a subordinate is the recognition of the very right of the leader to give orders, which includes functional responsibilities assumed by a person under an employment contract.

The subordinate must, based on these duties, build his behavior accordingly, and not use various forms of evasion from the execution of orders. Evasion can be vowel, public, with exposure certain conditions leader. It can be hidden, take on the character of a secret (with the help of facial expressions, gestures, individual words) provoking the leader to open actions against a subordinate. In these situations, the subordinate may often appear to the environment as the suffering party, and the leader's reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire a certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some benefits for themselves, etc.

The norms of professional morality of police officers in comparison with the norms of ordinary morality have a number of features. Let's highlight the main ones:

a) the norms of professional morality of police officers are of an institutional-extra-institutional nature. This means that a number of norms of professional morality of police officers are enshrined in the current international and domestic legislation, and another number of norms exist as unwritten rules for interpersonal communication and professional activities of police officers;

b) the norms of professional morality of police officers provide for the possibility of using physical force, special equipment and firearms in cases stipulated by law;

c) compliance with the norms of professional morality is strictly controlled by the security services, public opinion and the media.

2. Etiquette rules for communication of police officers with variousacategories of citizens

Features of professional communication with citizens stem from the tasks assigned to police officers who are obliged to ensure the safety of the individual; prevent and suppress crimes and administrative offenses; detect and solve crimes; to protect public order and ensure public safety; protect private, state, municipal and other forms of ownership; provide assistance to individuals and legal entities in protecting their rights and legitimate interests within the limits established by the Law of the Federal Law "On Police".

The efficiency of fulfilling the assigned tasks largely depends on the knowledge by the police officers of the specifics of professional communication, the ability to establish business contacts and the correct behavior in conflict situations.

The specifics of professional communication of police officers includes a number of features that are important for the relationship of an police officer with citizens.

One of these features is based on the principle of law enforcement agencies - strict observance of the rule of law and consists in the fact that employees on the path of establishing contacts with citizens can act only within their powers, in a manner strictly established by law.

Another important feature of the relationship between police officers and citizens is that the activities to ensure order are often associated with the use of coercive measures and restrictions on individual rights, which causes a whole range of contradictions in public and individual consciousness.

In these cases, such relationships can develop into conflict and are characterized by increased nervous tension and the predominance of negative emotions that can change a person's behavior.

Another feature can be called the fact that police officers, interacting with citizens on duty" and often feeling hidden (and sometimes open) opposition on their part, do not have the right to refuse such communication.

Being a citizen of the Russian Federation, an internal affairs officer has equal civil rights and freedoms, including freedom of conscience, religion, freedom of thought and speech Articles 19, 28, 29 of the Constitution of the Russian Federation, but in the performance of official duties, he (as a representative of state power) must their personal interests to the public, while controlling their feelings and emotions. He should not show his views, likes or dislikes towards a citizen, since "the duty of honor of an employee of the internal affairs bodies is to be an example in ... respect and protection of the individual, human dignity of a citizen, regardless of his origin, nationality, social religious or worldview beliefs. .. " §1 of the Code of ordinary and commanding staff of the internal affairs bodies of the Russian Federation.

The Code of Honor states that an employee of the internal affairs bodies must "be able to respect the rights of those who stumbled or committed a crime with malicious intent. Do not lose self-control and dignity during the forced and lawful use of physical force and special means when negotiations or persuasion turned out to be ineffective" .

Professional communication of police officers with citizens is also characterized by the specificity of the reasons for police officers to enter into communication with citizens and lies in the fact that in most cases the reason for entering into such communication is a committed or impending crime, offense, antisocial behavior. Consequently, the circle of participants in communication is limited: on the one hand, police officers, on the other, victims, witnesses, offenders. This circumstance determines the content and goals of communication.

The specificity of the reasons for entering into communication leads to the fact that for both parties the mental state is characterized by such features as increased nervous tension due to the high responsibility for the results of communication and the dominance of negative emotional states.

An integral part of the communication of police officers with citizens is the formalization of such communication, which is the regulation of the goals, nature and methods of communication by various documents (charters, instructions, orders, instructions, Code of Criminal Procedure of the Russian Federation).

Formalization can be rigid, providing for the compulsory nature of the regulation of communication (the situation of interrogation) and flexible (operational communication). The goals of formalization are to protect the psyche of persons involved in law enforcement from excessive psychological overload, as well as to increase the activity of participants in communication.

It should be noted that the communication of police officers with citizens takes place on various occasions. Reasons for entering into such communication can be conditionally divided into several groups.

The first group includes relationships related to the implementation of subjective rights in the field of police activities. For example, applying for a passport by a citizen who has reached the age of 14; for registration of a passport at the place of residence, etc.

The second group includes the relationship between police officers and citizens related to the protection of rights, freedoms and legitimate interests: the protection of citizens from criminal encroachments on the person and other illegal actions on the part of physical, official and legal entities; as well as appeals of citizens for protection from illegal and inappropriate actions of police officers.

The third group includes situations of realization of the rights of citizens: an appeal to the employees of the internal affairs bodies of a citizen who has suffered from a crime or administrative offense accident, for the provision of pre-medical or other assistance, etc.

The specificity of some reasons for entering into communication (for example, a crime or an offense) leads to the fact that the goals of the participants in communication either do not coincide (police officers are offenders) or are not fully understood by each other (police officers are witnesses). This causes the conflict of communication and, as a result, the need for special training of employees for successful activities in these conditions.

Based on this, three forms of communication between police officers and citizens can be distinguished - conflict-free communication; communication complicated by the presence of communication barriers, and communication in a conflict situation.

Taking into account the peculiarities of communication with citizens by employees of the internal affairs bodies is a necessary condition for the effective performance of their official duties and the establishment of business contacts.

office etiquette rules

3. Etiquette of the head and subordinate in the Department of Internal Affairs

The rules of etiquette also play an important role in the formation of authority. The rules of etiquette, dressed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic. The first side is an expression of a moral norm: precautionary care, respect, protection, etc. The second side - aesthetic - testifies to the beauty, elegance of forms of behavior.

In addition to the rules of cultural behavior, there is also professional etiquette. In life, there have always been and will remain relationships that provide the highest efficiency in the performance of professional functions. Participants in any interaction always try to preserve the most optimal forms of this interaction and the rules of conduct. For example, in an organization, a newcomer will be required to strictly comply with the proven and proven rules of business communication, as they facilitate the performance of professional functions and contribute to the achievement of goals. In a particular team, a group of workers, employees, business people, certain traditions develop, which over time acquire the strength of moral principles and constitute the etiquette of this group, community.

In the practice of business relations there are always some standard situations that cannot be avoided. For these situations, they develop forms and rules of behavior. This set of rules constitutes the etiquette of business communication, which is important for the leader. Business etiquette is defined, in particular, as a set of rules of conduct that represents the outside of business communication.

Leader etiquette is the result of a long selection of rules and forms of the most expedient behavior that contributed to success in business relations. It was not always easy to master these rules, so the leaders from the “plow” often spoke of them not very flattering: “Why do I need all this?”. You can also follow this principle. However, in order for strong business relations to be established in the team, if you want to establish strong ones, so that the authority of the leader is high enough, then knowledge of business etiquette is a must.

Business etiquette includes strict adherence to the rules of a culture of behavior, which implies, first of all, a deep respect for the human person. The social role played by this or that person should not be self-depressing, nor should it have a hypnotic effect on the subordinate. The cultural director will equally respect the minister, and the ordinary technical worker of the ministry, the president of the company, firm and office cleaner, i.e. show respect to everyone. This sincere respect should become an integral part of the nature of a leader. A culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal, speech) etiquette associated with the forms and manners of speech, vocabulary, i.e. with all the style of speech adopted in the communication of this circle of business people. In a business conversation, one must be able to answer any question. It is always necessary to remember the sense of proportion.

In the speech etiquette of business people, compliments are of great importance - pleasant words expressing approval, positive evaluation activities in business, emphasizing the taste in clothes, appearance, the balance of the partner’s actions, i.e. assessment of the mind of a business partner.. During business communication there is always a real opportunity for compliments. They inspire your business partner, give him confidence, approve. Does it interfere with the leader? It is especially important to remember the compliment if you are dealing with a beginner who, moreover, failed at first. After all, it is not by chance that open criticism of their employees is prohibited in Japanese firms: it is unprofitable for the firm, since labor activity and initiative are declining.

Compliance with the most important rules of behavior with strangers is a sign of respectability, good breeding, self-confidence, which are important for a leader.

To facilitate the conversation, here are six rules for corrective behavior of the leader:

1. Provide right attitude. Calm down, pull yourself together, if possible, wait until the irritation subsides, and then start talking with your subordinate.

2. Choose the right place. Criticizing a person should be done in private. If done in public, his teammates can support him. As a result, you run the risk of being drawn into intra-group conflict. In a private setting, you, as a leader, can quite confidently control the situation, your emotions (which is very difficult to do "in public"). In addition, such an environment allows the subordinate to "save face."

3. Choose the right time. It is believed that one should talk with a subordinate about this or that misconduct immediately after it has been committed, and not after, say, six months, when the misconduct is partly forgotten, and the effect of novelty has long been lost.

4. State the content of the misconduct, confirm it with facts. The subordinate must know what exactly the leader is dissatisfied with. It is advisable to listen to the arguments of the subordinate in order to better understand the reasons for his behavior.

5. Criticize a person only for wrongdoing. The leader should remember: in no case should you offend the personality of a subordinate, humiliate his dignity. Since we are talking about one or another of his offenses, criticize only for him.

6. Explain the importance of changing behavior. This means that the manager must explain to the employee how important it is for him personally and for the team as a whole not to continue to violate the established rules of conduct.

promotion.

Positive reinforcements (rewards, incentives) in management practice are of great importance.

However, encouragement also requires compliance with certain rules of etiquette:

1. In order for a reward to achieve its purpose, it must be specific;

2. Encouragement should follow directly on successfully completed work that deserves to be noted;

3. A good leader will notice and celebrate any successes of subordinates, regardless of their degree of significance;

4. Of great importance is the form of expression of recognition of the success of a subordinate, the word found correctly and on time;

5. Public encouragement in the presence of colleagues, whose respect is especially important for a person, often turns out to be more valuable than material rewards.

Dismissal.

Dismissal is one of the most painful procedures not only for the dismissed, but for the entire team. In such a situation, the boss also experiences a sense of guilt and even a certain solidarity.

The leader in such a situation should not apologize. Such speeches leave the dismissed person in limbo, as it seems that he still has hope, or that he will be given help that is not really provided.

In this regard, specific recommendations have been developed and tested that help to significantly reduce the nervous tension of each of the parties and warn against possible mistakes:

1. You should never start a conversation about an upcoming layoff before weekends or holidays.

2. It is impossible to conduct such a conversation right at the workplace of the dismissed person, in the presence of colleagues, whom he will have to pass by, feeling their sympathetic looks on himself.

3. The conversation should not last more than 20 minutes, as an employee shocked by the message will still not be able to accept the details, explanations and apologies with which the manager will try to soften the blow.

4. The message about the upcoming dismissal should not be transmitted through third parties, only the employee who is subject to dismissal should be notified about it.

Appeal.

The culture of intra-organizational relations is manifested in the form of treatment established between the leader and the subordinate.

Quite common in the practice of official relations, the boss's condescending appeal to subordinates to "you" demonstrates arrogance and disrespect for the personality of an employee who, due to subordination, cannot respond in kind. This asymmetry of treatment serves as the basis for creating an unhealthy atmosphere in the team, excludes trust in relationships and mutual respect.

The etiquette of interpersonal relations has always required special delicacy in the transition from the official "you" to a simple and friendly "you".

The requirement of office etiquette regarding the symmetry of treatment is important to remember not only for the manager, but also for the subordinate. It happens that people occupying different levels of the career ladder today are connected by informal relationships that developed during the period of joint study or work in the same place, so the appeal to "you" is familiar and natural for them. However, such an appeal of a subordinate to a leader in the eyes of colleagues can be perceived as familiarity, and a leader to one of his subordinates - as a manifestation of an unequal attitude towards everyone, highlighting "their own", "favorites", an expression of a special disposition towards "chosen ones", "close ones" . Therefore, the same appeal to all employees in the service of "you" is not only an expression of the upbringing and tact of the leader, but also an important tool for maintaining a working distance and maintaining discipline in the team.

Communication with subordinates.

Compliance with the rules of office etiquette in communication between a leader and subordinates not only facilitates relations between them, but also serves as a sure means of creating favorable conditions for efficient employee performance.

The most successful face-to-face meetings are always informal. This is an interview that requires appropriate skills. Therefore, it is desirable for managers to treat them as meetings or discussions, since they are held regularly and are an integral part of the lifestyle in the organization.

The following points will help the manager plan a personal meeting with subordinates:

1. Remember that this is not a simple dialogue, but a meeting. Decide in advance what you want to communicate. Be prepared to make adjustments to your proposals depending on the progress of the discussion and information received from the worker.

2. The meeting should take place in a place where you will not be distracted, which will allow the employee to relax.

3. In a conversation, discuss and consider the entire work performed by the employee, and not just some part of it or a single aspect.

4. The discussion includes the past, present, as well as plans for the future (up to three months - past or coming).

5. As a result of the discussion, the parties propose specific steps for action with an indication of the exact timing of their implementation. At the end of the discussion, the next face-to-face meeting is scheduled and recorded.

7. Strive for agreement, because by agreeing, the person feels obligated to complete the task assigned to him.

8. During pauses, summarize what has been said so that both of you will know what has already been discussed and what has not.

9. Take notes during the meeting and then provide a copy of the notes to the subordinate.

Some methods of conducting an interview with a subordinate.

During one-to-one meetings with subordinates, you should talk about 20% of the time and listen the other 80%. Never get personal. Always describe the behavior of an employee as evidence of the manifestation or, conversely, not the manifestation of a particular quality.

When discussing the problem of improving employee performance, it is best to start with open questions and invite him to express his views on the matter:

What do you think about the progress of your work since our last meeting?

What do you think you are best at and what is worst?

What are your strengths, and what areas do you still need to work on? What problems are you facing? What do you think of their decision?

How can you improve the work you do? Do you have any thoughts on this? Is there anything I can do to help? (In many cases, you won't have to tell subordinates about their strengths and weaknesses that need improvement - they will tell you about it themselves).

Some tips for listening:

Be careful.

Turn around to face the speaker.

Make eye contact with him.

Make sure your posture and gestures indicate what you are listening to.

Sit or stand at a distance from the interlocutor that provides comfortable communication for both.

Focus on what your interlocutor is saying. Strive to minimize situational interference.

Try to understand not only the meaning, but also the feelings of the speaker.

Maintain a positive attitude towards the interlocutor. Any negative attitude on the part of the listener causes a defensive reaction, a feeling of insecurity and wariness in communication.

Try to express understanding.

Respond to requests with appropriate actions. Remember that often the goal of the interlocutor is to get something tangible, such as information, or to change an opinion, or to get something done.

Meeting.

The democratization of all spheres of managerial activity actualizes such a form of business communication as a meeting, the general mood, efficiency and constructive nature of which is determined not only by the manager’s organizational talents, but also by his culture, tact, and knowledge of the rules of conduct.

1. Punctuality is the most important requirement of office etiquette. The delay in the beginning of the meeting due to the optionality of the boss is a manifestation of disrespect for their employees.

2. The form of greeting is of great importance. Upon entering the meeting room, the leader should greet everyone.

3. When conducting a meeting, the chairperson gives the floor to the employees in turn.

4. It is considered indecent to interrupt a speaker, especially with rude, harsh remarks. If the speaker speaks too long and not to the point, you can remind him of the rules.

Etiquette requirements apply to employees participating in the meeting:

1. Don't be late for a meeting. If this still happened, try to enter the room silently and quietly go to the nearest free place. You should not loudly explain the reason for your delay.

2. During the meeting, it is not customary to talk to each other, by doing this you show disrespect for the speaker, disrupt the course of his thoughts, create a noise background that prevents others from listening to the speaker, and demonstrate a lack of interest in what is being said.

3. It is indecent to defiantly look at the clock. This gives the impression that you are bored and uninterested and cannot wait until the end of the meeting.

4. If you know in advance that you will have to leave the meeting before it ends, you must notify the chairperson. If you didn’t, you can send him a note, quietly get up and leave.

5. At the end of the meeting, the chairperson is the first to stand, and only after him - all the rest.

The golden rule of the meeting: never argue with each other. Everyone should address only the chairman.

Loyalty limits.

The question often arises: can a civil servant enter into an election campaign with his leader, speak in the media with an opinion that is fundamentally different from the position government agency in the service in which he is?

Of course, the law does not prohibit a civil servant from taking part in the election campaign on an equal basis with his leader, however, official etiquette recommends leaving his position before starting such a struggle, especially if his election campaign includes harsh criticism and compromising materials regarding activities and personality of this leader.

Similarly, etiquette does not recommend that a public official make statements in print, on radio or television that are contrary to the policy of the state or public body whose interests he represents as executive. If a public servant does not share and support this policy, he must leave the service.

In the business sphere, relationships are determined by hierarchy, not by gender or age, that is, the leader has a priority position, and not a lady or an elderly person. So, the leader is the first to extend his hand, even if the subordinate is a woman.

In accordance with general rules etiquette a man always stands on the side where danger can be expected. Climbing up and down the stairs, he goes below the lady, ready at any moment to pick up her companion if she falls. In the elevator, which is a zone of increased danger, the man enters first, and leaves it last, letting the women go ahead. On the street, a man walks from the side of the roadway. Entering an unfamiliar room, the man first enters the door and holds it for the lady.

In business etiquette, other norms and principles apply. As already mentioned, the main thing here is hierarchy and subordination: the leader is the first to give a hand to the lady; entering the office of the head, the lady must wait for an invitation to sit down. What if he doesn't offer? After waiting a little and seeing that the conversation is dragging on, the visitor can ask permission to sit down.

But I must say that in most cases, male leaders still pay tribute to femininity: for example, they let the ladies go first when entering the door. It looks ugly when a manager makes a female secretary carry chairs for business partners - young healthy men - in their presence. A well-mannered man will not force a secretary girl to carry a heavy suitcase behind him.

A few words about the female handshake. Women often ask something like this: “I occupy a high position and often negotiate with men of the same level as me. We agree on something, the men turn to each other, pat each other on the back, shake hands. does not pay attention. What to do in such a situation?" First of all, don't be offended. The history of the male handshake goes back many hundreds, maybe thousands of years. And by our time, the male handshake has received, one might say, the status of an unconditioned reflex.

cases of the Russian Federation on the culture of speech and appearance

police officers

Code of professional ethics for an employee of the internal affairs bodies of the Russian Federation: "Article 11. Culture of speech.

1. The culture of speech is an important indicator of the professionalism of a police officer and is manifested in his ability to competently, intelligibly and accurately convey thoughts.

2. The culture of speech obliges the employee to adhere to the following speech norms:

Clarity, providing accessibility and ease of communication;

Literacy based on the use of generally accepted rules of the Russian literary language;

Logic, which implies consistency, consistency and validity of the presentation of thoughts;

Evidence, which includes the reliability and objectivity of information;

Conciseness, reflecting the brevity and clarity of speech;

Relevance, meaning the necessity and importance of what was said in relation to a particular situation.

3. An employee must observe and uphold the purity of the Russian language. In the speech of an employee, it is unacceptable to use:

Rude jokes and evil irony;

Inappropriate words and speech patterns, including those of foreign origin;

Statements that can be interpreted as insults to certain social or national groups;

Harsh and cynical expressions of an offensive nature associated with a person's physical disabilities.

4. In the speech of an employee of the internal affairs bodies, the use of obscene language, foul language and expressions emphasizing a negative, contemptuous attitude towards people is excluded.

5. An employee who has studied criminal vocabulary for operational purposes should not use jargon and other elements of the criminal subculture in communication with colleagues and citizens.

6. In the case of official communication with citizens of various nationalities, the employee is recommended to use Russian as the state language of the Russian Federation.

Article 12

1. When communicating with people, an employee must be guided by the constitutional provision that every citizen has the right to privacy, personal and family secrets, protection of honor, dignity, and his good name.

2. The employee should:

Start official communication with a greeting (putting a hand on a headdress, being in uniform), refraining from shaking hands; introduce yourself, giving your position, special rank, surname, briefly state the purpose and reason for the appeal, at the request of a citizen, present an official certificate;

Express your comments and requirements in a correct and convincing manner; if necessary, calmly, without irritation, repeat and explain the meaning of what was said;

Listen to the explanations or questions of the citizen carefully, without interrupting the speaker, showing goodwill and respect for the interlocutor;

Treat the elderly, veterans, the disabled with respect, provide them with the necessary assistance;

Be considerate and considerate to women and children.

3. When establishing the identity of a citizen or verification of documents related to the performance of official duties, an employee must:

Ask in a tactful and polite manner to present the required documents;

Invite the owner of the documents to remove foreign objects from them, if any;

Check the documents quickly and carefully, if a more thorough check is necessary, explain to the citizen its reason, timing and methods;

Thank the citizen for cooperating with the police after the verification is completed and the documents are returned.

4. When communicating with citizens, an employee must exercise restraint and be ready to:

To inappropriate behavior on their part, including the manifestation of aggression and resistance;

To provide them with the necessary medical care;

To send people in need to a medical institution.

5. When communicating with citizens on the part of an employee, the following is unacceptable:

Any kind of statements and actions of a discriminatory nature based on gender, age, race, nationality, language, citizenship, social, property or marital status, political or religious preferences;

Arrogant tone, rudeness, arrogance, incorrect remarks, unjustified, undeserved accusations;

Threats, offensive language or remarks;

Disputes, discussions and actions that interfere with normal communication or provoke illegal behavior;

Unreasonable, unreasonable checks of passports, migration cards and other documents.

6. The employee is advised not to take personally offensive and unfair remarks, inappropriate jokes, ridicule expressed on the streets and in public places, not to be drawn into a conflict situation or scandal.

7. When using the phone, the employee should speak quietly and concisely, without creating inconvenience to others; turn off the mobile phone before the start of the business meeting; refrain from talking on the phone while in public transport.

Article 13

1. An employee of the internal affairs bodies must remember that every citizen who applied to the police, as a rule, faced a nuisance or misfortune. The mood of the person and his opinion about the employee and the work of the police as a whole depend on how the employee meets and listens to the visitor, what kind of assistance he will provide.

2. When receiving visitors from the internal affairs bodies, the employee is recommended:

Respond to the greeting of the visitor who entered the office, invite him to sit down;

Show attentiveness, tact, goodwill, desire to help the visitor;

Listen to the visitor's statement and understand the essence of the stated problem, ask clarifying questions in the correct form;

Explain, if necessary, the requirements of the current legislation on the issue under consideration;

Make a decision on the merits of the visitor's appeal;

Inform the visitor about the procedure and terms for considering the appeal, as well as appealing the decision.

3. In case of conflict behavior on the part of the visitor, the employee must take measures in order to relieve the emotional stress of the citizen, and then calmly explain to him the procedure for resolving the issue.

4. An employee must not:

Making the visitor wait unreasonably long for an appointment;

Interrupting a visitor in a rude manner;

Show irritation and discontent towards the visitor;

Talk on the phone, ignoring the presence of the visitor.

Article 14. Peculiarities of communication with foreign citizens

1. The professionally competent behavior of an employee when communicating with foreign citizens helps to strengthen the international authority of the internal affairs bodies of the Russian Federation.

2. An employee must take into account that, while in our country, foreign citizens:

Refer to the employee as a representative of public authorities;

They do not speak or have a poor command of the Russian language, which makes it difficult for the employee to correctly understand the appeals on their part;

Not fully informed about the rules of conduct in public places;

They represent a different culture and may not clearly understand local customs and traditions.

3. When communicating with foreign citizens, an employee must show patience, restraint, correctness and courtesy, readiness to provide assistance, if necessary, explain the rules of conduct on the territory of the Russian Federation.

4. In case of a minor violation of public order by a foreign citizen, the employee should limit himself to explaining and warning about the inadmissibility of such actions.

Article 18 Appearance and dress code

1. A decent appearance of an employee ensures the moral right to self-respect, helps to strengthen the confidence of citizens in the internal affairs bodies, and influences the behavior and actions of people.

2. An employee of the internal affairs bodies should:

Wear uniforms in accordance with established requirements, clean and tidy, well fitted and pressed;

Maintain an exemplary appearance that commands respect from colleagues and citizens;

Wear on holidays on uniforms state and departmental orders, medals and insignia, and in everyday situations - order strips;

Demonstrate military bearing, keep straight, with deployed shoulders, do not slouch, walk with a firm, energetic step;

Adhere to a healthy lifestyle, observe the rules of personal and public hygiene.

3. Employees in uniform at the meeting greet each other in accordance with the requirements of the Combat Charter of the Armed Forces of the Russian Federation.

4. In the case of performing official duties in civilian clothes, it is allowed to wear a suit (dress) and shoes of a strict business style, of a soft color, emphasizing the accuracy and neatness of the employee.

5. An employee in uniform is not recommended to: visit markets, shops, restaurants, casinos and other shopping facilities and entertainment venues, if this is not related to the performance of official duties, as well as carry bags, packages, boxes and other household items.

6. A male employee should always be neatly trimmed, carefully shaved, neatly and tastefully dressed, and may use perfumes sparingly.

9. An employee should not get tattoos, wear piercings, mix uniforms and civilian clothing, keep his hands in his pockets, walk in uncleaned and worn-out shoes, as well as in uniforms that have lost their proper appearance.

10. It is unacceptable for an employee to wear insignia, distinctions, honorary titles, uniforms of public associations that have a similar name or external resemblance to state awards and titles.

Bibliography

1. Bytov G.N. Ethics and norms of service St.Petersburg "Piter", 2003, p. 9.

2. Huseynov A. . Ethics: textbook / A.A. Huseynov, R.G. Apresyan. - M., 2002. - 471 p.

3. Egoryshev S.V., Rotovsky A.N. Professional ethics: Course of lectures.-M.: TsOKR of the Ministry of Internal Affairs of Russia, 2005.

4. Koblikov A.S. Legal ethics: textbook / A.S. Koblikov. - M., 2003. - 165 p.

5. Code of professional ethics for an employee of the internal affairs bodies of the Russian Federation. URL: http://03.mvd.ru

6. Ethics of law enforcement officers: Textbook. - M. SHIELD-M Publishing House, 2004.

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Introduction

1. The concept and history of etiquette

Conclusion

Introduction

Any profession imposes certain moral requirements on the people who have chosen it. Society has always made the highest demands on employees of internal affairs bodies.

Modern Russian society needs a solid spiritual support for reforms in the political, economic and legal spheres. Under these conditions, the importance of moral and ethical principles and norms, which have remained unchanged for many centuries, increases. Among the moral qualities of a person, kindness and decency, honesty and conscientiousness, reliability, sense of duty, honor and dignity have always been considered the most significant.

For employees of the internal affairs bodies, these concepts are not just high words, but the essence professional code honor, enshrined in regulatory documents, official traditions of the Ministry of Internal Affairs of Russia, international standards of police behavior. In the daily activities of a police officer, an important place belongs to the culture of behavior in the service and at home, the ability to behave in accordance with the norms of etiquette, the rules of good taste, that is, adequately to the situation. Each person, especially a police officer, is evaluated not only by professional qualities, but also in appearance, manner of holding, speaking, listening to the interlocutor.

It should not be forgotten that the authority of the law largely depends on the authority of law enforcement officers, people who embody the law, on their professional skills and moral qualities, knowledge of professional etiquette and the ability to show tact and correctness, respectful attitude towards citizens. Putting on the uniform of an employee of the internal affairs bodies, a person becomes a kind of symbol of the Law and the State, therefore his purely personal ideas about good and evil, nobility and meanness, loyalty and betrayal turn almost into a matter of national importance.

AT modern society the image of an employee of the internal affairs bodies is contradictory. It has its historical roots and socio-psychological background.

At present, there is a need to change the prevailing pattern of perception of an employee of the internal affairs bodies of Russia, to create agreement and mutual understanding between society and an internal affairs officer. The knowledge and observance of professional etiquette by the employee of the internal affairs bodies will largely contribute to the implementation of this task.

The concept and history of etiquette

Each society had its own theory of morality and, on its basis, developed rules of decency and treatment of people appropriate to its time and mores. Etiquette is intended for the practical implementation of such rules. If morality, figuratively speaking, is a general moral strategy, then etiquette provides tactical recommendations for proper behavior in certain conditions.

“Etiquette (from French - label, label) is an established order of behavior somewhere, or, in other words, a set of rules of conduct relating to the outward manifestation of a person's relationship to other people. This refers to the treatment of others, forms of address and greetings, behavior in public places, manners and dress (style and conformity). Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 473.

The rules of etiquette, dressed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic. The first side is an expression of a moral norm: precautionary care, respect, protection. The second side - aesthetic - testifies to the beauty, elegance of forms of behavior.

The words "ethics" and "etiquette" in Russian are so close in spelling and pronunciation that one involuntarily suggests the idea of their commonality in meaning. There is indeed some semantic commonality between them.

“Etiquette in its etymology (but not in content!) Has nothing in common with ethics - their consonance is accidental. The term "ethics" is based on the ancient Greek word ethos, denoting custom, character, way of thinking. As for the term "etiquette", it comes from the Old French verb estiquer, in its original meaning it included a set of rules that determined the form and order of behavior at the court of the monarch for his confidants. Ethics of law enforcement officers: Textbook / Ed. prof. G.V. Dubova. - M.: Publishing house "Shield-M", 2003. S. 317.

Many rules of etiquette cannot be fulfilled without understanding the goal, setting specific tasks for yourself, choosing means of achieving, sometimes quite lengthy actions and analyzing the results of a moral act.

The rules of conduct that were formed in the process of human history have always been practically justified. Their expediency depended and depends on

question - in whose favor, who benefits? During the long development of mankind, many rules have changed, supplemented, many have disappeared altogether, while some have been preserved traditionally, unchanged for centuries, and perhaps millennia.

Even the ancient Greeks taught a person to think independently, to distinguish between good and evil, beautiful and ugly. They believed that the unity of the good and the beautiful reflects the harmony of man; his actions should be beautiful and virtuous.

Much attention was paid to etiquette already during the European Renaissance. The highest nobility and the nobility, competing in a peculiar way, scrupulously followed the rules of their etiquette, especially revering beauty. external behavior and some carelessness, grace and indulgence towards the weak, the ability to carry on small talk.

The first guides to conduct were Table Manners and the Clericalis Discipline compiled in 1204 by the Spaniard Petrus Alphonse. They were followed by books on the rules of conduct.

“So, in Hamburg in 1716 a book was published with a detailed title “Customs for a polite and decent conversation and life, for dealing with high noble persons, their own kind and women, as well as teaching women how to be skillful.”1 1 Shcheglov A. AT. Professional ethics of employees of internal affairs bodies: a course of lectures at 3 hours - M .: YuI Ministry of Internal Affairs of Russia, 1999. Part 2. S. 49.

In the history of Russian social thought, much attention has always been paid to the problems of ethics and etiquette. Starting with one of the first Russian philosophers - Hilarion in the XII century, through all subsequent centuries - the period of Ancient Russia, then the New and Modern Times - they were an important part of philosophical works, annals, epics, folk tales and other monuments of spiritual culture. A feature of ethical thought in Russia was the justification of spirituality as a defining characteristic of the personality, the veneration of such internal moral properties as courage, honesty, patriotism, common sense, modesty and unpretentiousness in everyday life, etc. The formation of these internal qualities of the personality was achieved through appropriate education and was associated with practical deeds, direct behavior and results of activity. In Russia there were many princes, kings, major political figures, thinkers and preachers, scientists, etc., who went down in history as spiritual mentors, enlighteners, champions of morality: Vladimir Svyatoslavovich, Yaroslav the Wise, Vladimir Monomakh, Alexander Nevsky, Dmitry Donskoy , Sergius of Radonezh, Decembrists, revolutionary democrats, who did a lot to strengthen and form the spiritual and moral foundations in society.

Generally accepted norms of behavior have always occupied an important place in the formation of spiritual culture in Russia. So, already in the XII century. Vladimir Monomakh's Teachings reflect many of the external rules and norms of behavior for young princes. “Keep silent in front of the elders, listen to the wise, have love with your peers and smaller ones; learn the language of abstinence, the mind of humility; get up before the sun, as good men do, do not be lazy, for laziness is the mother of all vices; a lazy person will forget what he knew how to do, and he will not learn at all what he did not know.”1 1 Shcheglov A.V. Professional ethics of employees of internal affairs bodies: a course of lectures at 3 hours - M .: YuI Ministry of Internal Affairs of Russia, 1999. Part 2. S. 49.

Of course, social progress also contributed to the interpenetration of rules of conduct and the enrichment of cultures. The world was getting tighter. The process of mutual enrichment with the rules of conduct made it possible to develop a mutually acceptable etiquette recognized in the main features, fixed in customs and traditions. Etiquette began to prescribe norms of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, and in public transport.

It should be noted that in our time many of these rules are literally traditional in nature, and their practical value is very doubtful. For example, when climbing stairs, a man walks ahead of a woman, a requirement that was dictated by a woman's long, floor-length dress and candle lighting, since the man carried a candlestick and the dress could be easily stepped on. Thus, and now, partly by tradition, the man goes up the stairs in front of the woman and comes down behind.

It is customary among European peoples to shake hands when greeting.

Today, this tradition is interpreted as a sign of respect. And the reason for this custom was another reason: peacefulness, confirmation of peaceful intentions. “The outstretched and open right hand was supposed to confirm that there were no weapons in it: a stone, a knife, etc. If the other side was also peacefully disposed, an involuntary handshake followed - a greeting.”1 1 . Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 477.

In the East, the Arabs expressed the same thought by crossing their arms over their chests, the Turkmens thrust their hands into their long sleeves, while the Chinese, when bowing, hung their arms freely at the sides.

The national psychological characteristics of each people left their mark on the requirements of etiquette. What is accepted in one country may cause bewilderment in another; what is considered decent by some peoples is unacceptable by others. True, in recent years there has been a significant convergence of the rules of etiquette adopted in different countries, in the direction of European rules of good taste, which is especially noticeable in business practice, nevertheless, the national flavor in people's behavior is constantly present.

Different nations have different customs. Differences are due to historical and local conditions, the nature of the people and other factors. Therefore, it is unacceptable to impose the customs of one people on another. Respecting the people, we must respect their traditions.

There is nothing more senseless than to erect the rules of politeness into a dogma, to which one would have to sacrifice personal noble feelings, good taste, natural convenience and reasonable well-being that does not interfere with anyone. Our society should be characterized by courtesy, arising from cordiality and goodwill.

However, such courtesy and rules of conduct, which remain etiquette and are limited only to good manners, are not enough for us. Rules of conduct must be observed meaningfully, depending on the situation, place and time. Serious help in building right line human behavior can have a conscious adherence to the "golden rule" of morality. The wording of the "golden rule" of morality is as follows: (Do not) act towards others as you would (not) want others to do to you.

2. Norms and principles of professional etiquette

The police service is complex and multifaceted. It always takes place before the eyes of people, in communication with them, and is often associated with an intrusion into the sphere human relations, feelings, emotions. Therefore, each employee must know his job perfectly and possess traits that would help him, with all the severity and decisiveness of his actions, to keep his high appointment clean. Of paramount importance are such qualities as politeness, modesty, endurance, tact, mutual respect, discipline, readiness to help at any time, the ability to listen to critical remarks addressed to oneself and correct a mistake without offense.

“The culture and ethics of police work are manifested in different forms: in the ability to rationally organize your working day and persistently carry out all the planned activities (sequence), competently draw up official documents (competence), correctly express your thoughts (erudition).”

To greet cordially, to thank, to listen attentively to a citizen, to treat women and elders with caution, to be able to sincerely apologize for any awkwardness - all this does not require special efforts and stress, but is mandatory in relationships with people. Such qualities are initially brought up in the family, and subsequently they are developed and improved in the team.

Police officers need to strive to ensure that high culture and strict observance of the law become their hallmark. For the population, the image of an employee of the internal affairs bodies (police) should be inseparable from ideas about the best human qualities.

It is well known that an employee has to deal most often with a special contingent of people who have broken the law or violated public order. And here two extremes are unacceptable. The first is complacency, a lack of understanding that various coercive measures are applied to socially dangerous elements, up to weapons and special means. The second extreme is excessive suspicion, captiousness, distrust of any guilty or stumbled person. With this approach to business, it is easy to imagine that the vast majority of the population are potential offenders. Therefore, a police officer must always skillfully combine measures of persuasion, public influence and coercion - this is one of the defining requirements for law enforcement. Along with the application of penalties, prescribed by law, a real and serious concern for the prevention of crime is needed.

The actions of police officers, with all the severity and determination, must always be fair and understandable to the general public; Only in this case can one count on mutual understanding of people, their support and assistance. In turn, in the actions of an internal affairs officer, first of all, a respectful attitude to human dignity should be clearly visible; It is no coincidence that one of the four principles of the Russian police activity is respect for the rights and freedoms of man and citizen.

Strict adherence to the rules of etiquette is an important condition for a high culture of employee behavior. But even the most detailed observance of these rules does not guarantee behavior appropriate to the situation, since real circumstances are so diverse that no norms and rules are able to cover them completely. To avoid all mistakes, it is necessary to develop a sense of sincerity and the emotional empathy associated with it in relation to the interlocutor. It's about tact. A developed sense of tact allows the employee to determine the proper measure in expressions and actions, in showing interest in another person. It is tact that allows you to find a way out of a problematic conflict in communication, without detracting from the dignity of other people and without reducing your own.

“Professional tact is a manifestation of restraint, foresight and decency in communication with others. Tact implies a careful, attentive attitude to the personality of the interlocutor, excluding the possibility of touching some of his “sore strings”. This is the ability to tactfully, correctly bypass, if possible, issues that can cause embarrassment among others. This is the ability to say or do something by the way, without unnecessary "excesses", importunity and unceremoniousness.

Tact is closely related to such etiquette norms as politeness, correctness, modesty.

Politeness is a moral quality that characterizes the behavior of a person for whom respect for people has become a daily norm and a habitual way of dealing (treating) with others. This is an elementary requirement of a culture of behavior; it includes attentiveness, benevolence, readiness to help the needy.

Correctness is a special shade of politeness, which consists in the ability to keep oneself within the generally accepted norms of decency in any situation. To show correctness means to preserve one's dignity.

Modesty is one of the most important norms of etiquette. A modest person never considers himself an outstanding person and does not brag about his achievements, even if they are obvious. A modest person, without giving up self-esteem, always compares it with the opinion of others about himself. But modesty does not mean self-humiliation, renunciation of pride, independence, independence in behavior and self-expression. It expresses genuine respect for people, the limitation of one's own needs by the material conditions existing in society, as well as a critical attitude towards oneself.

An educated police officer must be able to behave, know how to act in a given situation, showing restraint, maintaining his human dignity and not detracting from the dignity of other people.

“Creating behavior patterns in different situations and explaining how to behave, etiquette instills in a person proper manners and the best moral qualities: mercy, humanity, responsiveness, kindness. Professional ethics of employees of the internal affairs bodies: a course of lectures at 3 hours - M .: YuI Ministry of Internal Affairs of Russia, 1999. Part 2. S. 57.

A law enforcement officer who has firmly mastered the rules of good manners becomes freer, he gains self-confidence, adequate self-esteem, tolerance for the weaknesses and shortcomings of other people.

3. General rules of conduct for police officers

The high demands placed today on the morality and cultural level of an employee are due to the fact that he is forced to daily intrude into complex areas of human relationships, acting as an arbiter in acute conflict situations that affect the fate of many people. Moral education, genuine culture allow the employee to overcome subjectivity, limited personal experience, understand the motives, interests and aspirations of other people. Due to the specifics of official activity, he has no right to be biased, rude, callous.

Any mistake or oversight in police work, a case of unworthy behavior, lack of culture, impoliteness can immediately receive a wide response and, acquiring rumors and speculation, cause people to have a distorted idea of the activities of law enforcement agencies, undermine the authority of a particular service and unit.

Based on the experience of the bodies and departments of internal affairs, there are general recommendations on the rules of conduct for a police officer in various situations, both in official and off-duty situations.

“An employee of the internal affairs bodies must have a sense of dignity - a sense of respect for himself and others. To respect others means to observe certain rules of decency, which are the key to harmonious relations between people. 1 1 Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 494.

You should value your word. Don't promise what you can't deliver. If the promise is given, then it is necessary to fulfill it, otherwise the authority will suffer. As a well-mannered person, one should show respect for other people in everything.

To a certain extent, the authority of an employee of the internal affairs bodies depends on the correct behavior and actions.

The employee must remember that his appearance must be impeccable.

“We should not forget that appearance is a reflection and characteristic of internal culture, and that neatness and smartness emphasize respect for others and thus give the right to respect for oneself.”2 2 Ibid., p.495

A police officer must always have a neat appearance, drill smartness, behave with dignity, not slouch, walk with a firm and energetic step. A well-fitted shape emphasizes the slimness of the figure, physical strength. While in uniform, a police officer must refrain from carrying shopping bags, bulky items, visiting markets, and solving other everyday issues. It is strictly forbidden to use the services of trade, cultural, domestic and other institutions on preferential terms, as this leads to affairs in the eyes of the population.

In dealing with citizens, certain rules must also be observed. When addressing a citizen, you must first greet him, putting your hand to the headdress, introduce yourself - name the position, rank and surname, briefly state the reason or purpose of the appeal. In this case, one should not call the citizen to oneself, but approach oneself. He must state his demands and remarks in a courteous and convincing manner; the explanations must be listened to carefully, without interrupting the speaker.

When a citizen turns to a policeman, he must be listened to carefully, answered the question or explained where to go to solve it. If necessary, calmly, without irritation, repeat the answer and explain its meaning. In no case should a citizen be pointed out to the insignificance of his request.

“An employee must act clearly, professionally competently, invariably showing sympathy, goodwill and respect for the interlocutor. After all, as a rule, people turn to the police in difficult situations, and the duty of an employee is to help people in their trouble.”1 1 Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 496.

You should never respond with harshness for harshness, rudeness for rudeness. Calm, firm and friendly manner of address - the best remedy eliminate negative reactions and create a normal atmosphere for conversation.

It is especially important to observe the norms of official ethics and culture of behavior when imposing a fine or applying another form of punishment against a violator of public order, traffic rules, so in this case punishment is not an end in itself, but a means of education. In addition, the police officer is obliged to calmly, politely and clearly explain to the violator the nature and gravity of the guilt and show possible consequences violations. It should be remembered that the very conversation of an employee with a violator is an effective means of education, therefore, if the violation is minor, it is quite legitimate to confine oneself to a remark.

It is important to firmly remember that although a police officer should be principled in matters of protecting public order and the safety of citizens, this does not mean that he should approach any violation with maximum severity.

An essential aspect of the work of the police is to help citizens who find themselves in difficult circumstances. Children, the elderly and the disabled, women with young children may find themselves in such a position.

“An employee should treat teenagers with the same courtesy as adults. Instructions and remarks to children (teenagers) are made taking into account their psychology and level of development. For children of primary and secondary school age, the appeal is applied to “you”, and the older one - to “you”.1 1 Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 497.

The employee should not disregard the pranks and other thoughtless actions of children. It is necessary to stop them and make the necessary remark, explain how to behave on the street. However, the criminal actions of minors in relation to police officers must be resolutely suppressed.

Employees do not interfere in disputes and quarrels of a private nature, except in cases where there is an immediate danger to the life and health of citizens, violation of public order is allowed, illegal actions are committed.

An employee often deals with vagrants, persons in a state of intoxication, drug addicts. In such cases, he must, if necessary, be ready to provide first aid, send people to the hospital, locate missing persons, and provide assistance to the injured. Humane rather than punitive methods should be preferred in this work.

A police officer must be able to identify offenses carried out deliberately, out of hooligan, mercenary or provocative motives. In these cases, he must immediately and with all determination stop the illegal actions. The activities of the employee in this situation are regulated by the relevant service instructions, however, in these cases, he must adhere to certain standards of professional ethics.

Upon detection of illegal actions, a police officer is obliged to demand their termination, reasonably explain to the violator the provisions of the relevant legal documents. These arguments should be presented in a polite, tactful and persuasive manner. It is necessary to take all measures to ensure that the illegal nature of the actions of the violator becomes obvious to others, would cause them a negative reaction, readiness to support the police.

When detaining an offender, especially in the presence of citizens, a police officer is obliged to show maximum restraint and calmness, to act in accordance with the situation. Application in necessary cases physical force and special means, the use of other forms of coercion should not be demonstratively rude. You should not enter into arguments with others, resort to harsh expressions or gestures, or perform any actions that provoke a complication of the situation.

If a police officer was forced to use physical force or weapons (to kill) during the arrest and injured or wounded the offender, he is obliged to provide emergency medical assistance to this person, and in case of death, to ensure the protection of the body of the murdered.

The employee must show special restraint and tact in conflict situations, taking all possible measures to stop them.

“In conflict situations, the employee is guided by the usual norms of professional ethics, but he observes them with particular care. It should be firmly remembered that the slightest tactlessness, harshness, rudeness, irritability (as well as a manifestation of indecision and weakness) can lead to the development of a conflict and support from others around the offender. And vice versa, correct, lawful, confident and resolute actions, self-control and calmness can arouse the sympathy of citizens and ensure their assistance. 1 1 Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 499.

If the violator reacts excitedly to the comments, it is necessary, without entering into arguments and disputes with him, to let him calm down, and then explain that in his actions the police officer is guided not by hostile feelings or negative emotions, but by the interests of society, the need to protect public order and tranquility citizens. Explaining to the offender the illegality of his actions, it is necessary to refer to the relevant laws, regulations and other regulatory legal acts.

The norms of official ethics and culture of behavior are strictly observed during interrogation, where they almost completely coincide with the specific requirements for the professional activities of employees of the internal affairs bodies. A calm, patient, sympathetic and friendly tone when interrogating a victim or a witness helps a citizen to overcome excitement, remember and convey in detail the circumstances of what happened. Calmly, patiently and politely, but at the same time firmly and strictly, without flirting and threats, one should interrogate the accused or suspected of committing a crime.

A search requires sensitivity, restraint and calmness, since it affects the interests of the accused's family members and has a strong emotional impact on them. In this case, moralizing, mocking or condemning remarks, as well as statements about the way of life or things of the searched are strictly prohibited.

Professional ethics imposes a number of requirements on all police officers. These norms define the special, moral responsibility of the leading personnel of the law enforcement system.

The boss must constantly set an example of organization, discipline, conscientious attitude to business, instill in his subordinates a sense of attentive attitude towards citizens, especially when resolving requests, statements and complaints, demand from each employee an exemplary appearance and smartness. Tact, courtesy, courtesy, friendliness are the essential qualities of a leader.

Any boss is only an executor of the laws on which his power, rights and duties are based. But as a person, as a member of the collective, he is a comrade to all who serve with him.

“The requirements of the Code of Honor for the ordinary and commanding staff of the internal affairs bodies of the Russian Federation are applicable to every employee of the internal affairs bodies, regardless of position, rank or other official status.”1 1 Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002. S. 500.

The quality of the work performed and the moral and psychological atmosphere in the unit largely depend on the culture of behavior, the correct style of managing people, the relationship between the leader and subordinates.

The reception of citizens by responsible employees of bodies, divisions, institutions is one of the main factors contributing to the propaganda of the activities of law enforcement officers. A citizen invited for a conversation should be received at the appointed time, show interest in the conversation. You should not look at documents that are not relevant to the conversation, since the slightest sign of indifference will seriously interfere with the creation of an atmosphere of trust in the conversation with the visitor.

If the visitor is required to submit his application in writing, but finds it difficult to do so, he should be given the necessary assistance.

If the question addressed by the visitor cannot be resolved, then the citizen should be given the address or telephone number of persons whose competence includes solving this problem. In case of refusal of the visitor's request, it is necessary to explain the reasons for the refusal and the procedure for appealing the decision.

At whatever time of the day and on whatever issue a citizen turns to the police department on duty, he must be listened to carefully and given an exhaustive answer. In no case do not indicate to the citizen the insignificant reason for his visit.

A person who superficially mastered moral principles and good manners can make a good impression, but such a level of culture is of no value to people responsible for law and order and security in the state and society. It is important to remember that any form of politeness is appreciated and accepted by people with genuine sincerity, truly high and disinterested motives.

Conclusion

The norms and rules of communication in the internal affairs bodies are expressed in professional etiquette, which is determined and enshrined in charters, orders, instructions and regulations on service. The etiquette of police officers is an integral part of their moral and aesthetic culture, which includes established norms of behavior, both in the service teams themselves and in communication with citizens.

Each employee of the internal affairs bodies should remember that his activities take place in front of many citizens and in communication with them. Being in the service, he is a representative of the authorities and the authority of this authority among the population depends on his behavior. Therefore, each employee must know his job perfectly and have features that would help him, with all the severity and decisiveness of his actions, maintain the high rank of a law enforcement officer.

In recent years, there has been a large turnover of personnel in the internal affairs bodies, a large number of citizens are being hired, and each sets a different goal in his service. There are employees who in the service seek to earn money in an illegal way. This is facilitated by both social prerequisites and personal qualities of a person.

Studying, even getting to know ethics, in my opinion, to a certain extent can help prevent professional deformation of consciousness, help answer the question of what and how to do so that there are more decent people. However, a person who superficially mastered the moral principles and rules of good taste can make a good impression, but such a level of culture is of no value to an employee of the internal affairs bodies. You need to be a cultured person, and not seem like one. You need to follow the rules of etiquette not according to your mood, but constantly, systematically.

Employees of the internal affairs bodies should strive to ensure that high culture and strict observance of the rule of law become their hallmarks. For the population, the concept of "policeman" should be inseparable from the idea of the best human qualities.

List of used literature

professional ethics morality

1. Code of honor for the rank and file and commanding staff of the internal affairs bodies of the Russian Federation.

2. Psychology. Pedagogy. Ethics: Textbook for universities / I.I. Aminov, O.V. Afanasiev, A.T. Vaskov, A.M. Voronov and others; Ed. prof. Yu.V. Naumkin. - 2nd ed., revised. and additional - M.: UNITI_DANA, Law and Law, 2002.

3. Pylev S.S. Spiritual, moral and cultural foundations of the activities of the police and militia in Russia (history and modernity). Monograph. - M. 2003.

4. Shcheglov A.V. Professional ethics of employees of internal affairs bodies: a course of lectures at 3 hours - M .: YuI Ministry of Internal Affairs of Russia, 1999. Part 2.

5. Shcheglov A.V. Professional ethics of employees of internal affairs bodies: a course of lectures at 3 hours - M .: YuI Ministry of Internal Affairs of Russia, 2001. Part 3.

6. Ethics of law enforcement officers: Textbook / Ed. prof. G.V. Dubova. - M.: Publishing house "Shield-M", 2003.

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Code of professional ethics for an employee of internal bodies. Professional ethics of employees of internal affairs bodies Professional ethics of a police officer

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