Ethical norms of behavior in society. Ethical norms: what is it, examples of the rules of ethics and moral behavior, moral and legal norms in information activities

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In fact, the basics of etiquette are quite simple. This is a culture of speech, elementary politeness, a neat appearance and the ability to manage one's emotions.

website presents you a selection of current rules for today that every self-respecting person and others should know.

• If you say the phrase: "I invite you," it means you pay. Another wording: "Let's go to a restaurant" - in this case, everyone pays for himself, and only if the man himself offers to pay for the woman, she can agree.
• Never visit without calling. If you are visited unannounced, you can afford to be in a dressing gown and curlers. One British lady said that when intruders appeared, she always put on shoes, a hat and took an umbrella. If a person is pleasant to her, she will exclaim: “Oh, how lucky, I just came!”. If unpleasant: "Oh, what a pity, I have to leave."
• Do not place your smartphone on a table in public places. In doing so, you show how important the communication device is in your life and how much you are not interested in annoying chatter going on nearby. At any moment, you are ready to leave useless conversations and once again check the feed on Instagram, answer an important call or get distracted to find out what fifteen new levels have come to Angry Birds.

• You should not invite a girl on a date and communicate with her through SMS messages.
• A man never carries a woman's bag. And he takes a woman's coat only to carry it to the locker room.
• If you are walking with someone and your companion says hello to a stranger, you should also say hello.
• Many people think that sushi can only be eaten with chopsticks. However, this is not entirely correct. Men, unlike women, can eat sushi with their hands.
• Shoes should ALWAYS be clean.
• Do not talk on the phone with empty chatter. If you're in need of a heart-to-heart conversation, it's best to meet with a friend face to face.
• If you have been insulted, you should not respond with similar rudeness, and, moreover, raise your voice to the person who insulted you. Don't stoop to his level. Smile and politely move away from the ill-mannered interlocutor.
• On the street, a man should walk to the left of the lady. On the right, only military personnel can go, who must be ready to perform a military salute.
• Drivers should remember that cold-bloodedly spraying passers-by with mud is flagrant incivility.
• A woman may keep her hat and gloves on indoors, but not her hat and mittens.
• Nine things should be kept secret: age, wealth, a gap in the house, prayer, the composition of the medicine, a love affair, a gift, honor and dishonor.

• Having come to the cinema, theater, to a concert, you should only go to your seats facing those who are sitting. The man goes first.
• A man enters a restaurant always first, main reason- on this basis, the head waiter has the right to draw conclusions about who is the initiator of coming to the institution, and who will pay. In case of arrival big company- enters first and pays the one from whom the invitation to the restaurant came. But if a porter meets visitors at the entrance, then the man must let the first woman through. After that, the gentleman finds free places.
• You should never touch a woman unwillingly, take her hand, touch her during a conversation, push her or take her hand above the elbow, except when you help her get into or out of a vehicle, or cross the street .
• If someone calls you impolitely (for example: “Hey, you!”), You should not respond to this call. However, there is no need to lecture, educate others during a short meeting. It is better to teach an etiquette lesson by your own example.
• The golden rule when using perfume is moderation. If by the evening you smell your perfume, know that everyone else has already suffocated.
• A well-bred man will NEVER allow himself not to show due respect to a woman.
• In the presence of a woman, men smoke only with her permission.
• Whoever you are - a director, an academician, an elderly woman or a schoolboy - when you enter the room, say hello first.
• Keep correspondence confidential. Parents should not read letters intended for their children. Spouses should do the same with each other. Anyone who rummages through the pockets of loved ones in search of notes or letters is doing extremely ugly.
• Don't try to keep up with fashion. It is better to look not fashionable, but good, than fashionable and bad.

• If after an apology you are forgiven - you should not return to the offensive question again and ask for forgiveness again, just do not repeat such mistakes.
• Laughing too loudly, talking noisily, staring at people intently is offensive.
• Do not forget to thank loved ones, relatives and friends. Their good deeds and willingness to offer their help is not an obligation, but an expression of feelings worthy of gratitude.

And finally, here are the words of the legendary American actor Jack Nicholson:

“I am very sensitive to the rules of good manners. How to pass a plate. Do not shout from one room to another. Do not open a closed door without knocking. Let the lady go ahead. The purpose of all these countless simple rules- make life better. We cannot live in a state of chronic war with our parents - this is stupid. I am careful about my manners. It's not some kind of abstraction. It is a language of mutual respect that everyone understands.”

It’s easier to do something well right away than to explain later why it’s done poorly.

(Longfellow (1807-1882), American poet)

Currently being given close attention studying the ethics of business relations in order to increase the level of culture of these relations. Ethics covers wide circle issues, it must be taken into account in relations within the same organization and between organizations. Without compliance with business ethics and a culture of behavior, most people in the team feel uncomfortable and unprotected.

The most important aspect of professional behavior is Business Etiquette, which ascribes norms of behavior at work, on the street, at a party, in transport, etc. Speech etiquette, the art of conducting telephone conversations, rules of correspondence and appearance are signs of your upbringing, respectability and self-confidence.

Remember that there are no small things in a business relationship.

General information about ethical culture. As you know, a person enters into business relations with other people during his life. One of the regulators of these relations is morality, which expresses our ideas about good and evil, about justice and injustice. Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he lives correctly and what he should strive for. A person can make communication effective, achieve certain goals, if he correctly understands moral norms and relies on them in business relations. If he does not take into account moral norms in communication or distorts their content, then communication becomes impossible or causes difficulties.

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.

Ethics is one of the oldest branches of philosophy, the science of morality (morality). The term "ethics" comes from Greek word"ethos" ("ethos") - custom, temper. The term "ethics" was introduced by Aristotle (384-322 BC) to denote the doctrine of morality, and ethics was considered a "practical philosophy", which should answer the question: "What should we do in order to do what is right, moral deeds?

Initially, the terms "ethics" and "morality" coincided. But later, with the development of science and public consciousness, they have different content.

Morality (from lat. moralis- moral) is a system of ethical values ​​that are recognized by a person. It regulates human behavior in all spheres. public life- in work, at home, in personal, family and international relations.

The most important categories of ethics are "good", "evil", "responsibility", "justice", "duty". "Good" and "evil" are indicators of moral behavior, it is through their prism that an assessment of a person's actions, all his activities takes place. Ethics considers "good" as the objective moral meaning of an act. It combines a set of positive norms and requirements of morality and acts as an ideal, a role model. "Good" can act as a virtue, i.e. be a moral quality of the individual. "Good" is opposed by "evil", between these categories from the base peace is coming struggle. Morality is often identified with goodness, with positive behavior, while evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, top without bottom, day without night, but they are nonetheless unequal.

To act in accordance with morality means to choose between good and evil. A person strives to build his life in such a way as to reduce evil and increase good. Other most important categories of morality - duty and responsibility - cannot be correctly understood and, moreover, cannot become important principles in human behavior if he does not realize the complexity and difficulty of the struggle for good.

Moral norms receive their ideological expression in commandments and principles on how one should behave. One of the first rules of morality in history is formulated as follows: "act towards others as you would like them to act towards you." This rule appeared in the VI-V centuries. BC. simultaneously and independently of each other in different cultural regions - Babylon, China, India, Europe. Subsequently, it became known as "gold", as it was given great importance Today, this rule also remains relevant, and one must always remember that a person becomes a person only when he affirms the human in other people. The need to treat others as oneself, to exalt oneself through the exaltation of others, is the basis of morality and morality.

The Gospel of Matthew says: “Therefore, in everything you want people to do to you, so do you to them” (ch. 7, v. 12).

The moral life of a person and society is divided into two levels: on the one hand, what is: being, mores, actual everyday behavior; on the other hand, what should be: due, ideal pattern of behavior. Often in business relations we encounter contradictions between what is and what should be. On the one hand, a person seeks to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the realization of which is often associated with a violation of moral standards. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in the ethics of business relations, in business communication. Since ethics business communication is a special case of ethics in general and contains its main characteristics, the ethics of business communication is understood as a set of moral norms and rules that regulate the behavior and attitudes of people in professional activities.

The norms and rules of behavior in force in society require a person to serve society, to coordinate personal and public interests. Moral norms are based on traditions and customs, and morality teaches us to do every thing in such a way that it does not hurt the people who are nearby.

One of the main elements of the culture of business communication is the moral behavior of people. It is based on universal moral principles and norms - respect human dignity, honor, nobility, conscience, sense of duty and others.

Conscience is a person's moral awareness of their actions, thanks to which they control their actions and evaluate their actions. Conscience is closely connected with duty.

Duty is the awareness of conscientious performance of one's duties (civil and official). For example, in violation of duty, thanks to conscience, a person is responsible not only to others, but also to himself.

For moral character of a person, honor is of great importance, which is expressed in the recognition of the moral merits of a person, in reputation. The honor of an officer, the honor of a businessman, the honor of chivalry - it is this that requires a person to maintain the reputation of the social or professional group to which he belongs. Honor obliges a person to work conscientiously, to be truthful, fair, to admit his mistakes, to be demanding of himself.

Dignity is expressed in self-respect, in awareness of the significance of one's personality; it does not allow a person to humiliate, flatter and please for his own benefit. However, excessive self-esteem does not decorate a person very much. The ability of a person to be restrained in revealing his merits is called modesty. A person who is worth something does not need to flaunt his merits, inflate his own worth, inspire others with the idea of ​​\u200b\u200bhis own indispensability. An integral part of the culture of business communication is nobility. noble man true to his word, even if it is given to the enemy. He will not allow rudeness towards people unpleasant for him, he will not slander about them in their absence. Nobility does not require publicity and gratitude for help and sympathy.

In the East and Western Europe, since ancient times, great importance has been attached to the need to take into account ethical norms and values ​​in business communication. Their influence on the efficiency of doing business was especially emphasized.

Professional moral standards were and remain politeness, courtesy, tact, diligence.

Politeness is an expression respectful attitude to other people, their dignity. Politeness is based on goodwill, which is manifested in greetings and wishes. For example, we wish good night, good morning, success, health, etc. The words of the Spanish writer Miguel Cervantes (1547-1616) are widely known that nothing costs us so cheaply and is not valued as dearly as politeness. A polite person is a helpful person, he seeks to be the first to show courtesy, to be the first to give up his seat in transport, to hold the door.

Akin to politeness, the moral norm is correctness, which means the ability to keep oneself within the bounds of decency in any situation, especially in conflict situations. Correct behavior is manifested in the ability to listen to a partner, in an effort to understand his point of view. Politeness is determined by tact and a sense of proportion. To be tactful means to skillfully make a remark, without humiliating the dignity of a person, to give him the opportunity to get out of the difficulty with honor.

The set of moral norms that determine the attitude of a person to his professional duty is included in the concept professional ethics. Society imposes increased moral requirements on certain types of professional activity, requires highly qualified employees in the performance of their professional duties. This applies to those working in the service sector, in transport, in healthcare, in the field of management, education and the like, since the objects of activity of these professional groups are people.

Each type of professional ethics is determined by the peculiarity of professional activity and has its own specific requirements in the field of morality. For example, the professional ethics of military service requires a clear performance of duty, courage, discipline, devotion to the Motherland. originality medical ethics focused on human health, its improvement and preservation. However, any specificity of professional ethics is impossible without taking into account universal human values ​​and ethical norms. Let's take professional ethics as an example.

Regardless of social status and age, we are all buyers. What does the buyer want from sellers? First, the acquisition of high-quality, fashionable, comfortable goods at an affordable price. Secondly, competence, attentive and polite attitude towards yourself when choosing a purchase. Therefore, the task of the seller is to satisfy the needs and desires of the consumer. Therefore, the most important requirements of the professional ethics of a trade worker in relation to the buyer are attentiveness, politeness, and goodwill.

The business relationship between the seller and the buyer begins with a greeting, which must be accompanied by a smile. The greetings are followed by the words: “Please, what are you interested in?” or "I'm listening to you." If the seller is already serving the customer, he should apologize and ask to wait, and not say: "Don't you see that I'm busy." Having freed himself, the seller finds out which product the client is interested in and at what price, after which he reports the characteristics of the available goods. A professional seller must take into account the gender, age of the buyer and strive to determine it. psychological features(aggressiveness, balance, decisiveness-indecision, gullibility-distrust). It has been established that the behavior of young and old people, men and women differs in the store. For example, men visit the store purposefully, they know what they need to buy, and if there is a product, they buy it. They are more than women, are influenced by the seller and often expect advice from him, guided by his opinion. Women rely on themselves in their choice; they examine the product for a long time, and therefore it is not recommended to rush them.

The seller's professionalism is enhanced by his ethical upbringing, which is manifested in speech, facial expressions, gestures; rudeness, vulgarity and irritability are unacceptable. The seller must be restrained in various situations, for example, when the buyer examines the product for a long time, asks and is interested in details, although he is not going to buy this product. He must be restrained even with an ill-mannered and aggressive buyer, since the answer with rudeness for rudeness does not have a positive effect. On the contrary, the atmosphere becomes tense, a conflict is brewing, which often entails the intervention of the administration. The end of communication between sellers and us, buyers, is the acceptance of payment for the selected product and its packaging, after which the seller must thank for the purchase.

In turn, we, the buyers, should not forget about politeness, about the restraint of our negative emotions and bad mood.

So, if the scope of your activity is people, then, despite the specifics of the profession, you always need to pay attention to the rules and norms of behavior, to duties in relation to the client, to colleagues; be able to control oneself, be patient, listen carefully to the visitor, and also have a proper appearance and own the culture of speech.

In conditions when statehood based on rigid centralization is being replaced by management based on the principles of serving the state Russian society, the requirements for the norms of official conduct are increasing due to their significant impact on the effectiveness of the professional activities of lawyers.

Service behavior is a type of social behavior of a person and includes a system of behavioral expectations and patterns of social interaction that exist in the professional sphere.

Service behavior is regulated by the principle of eligibility and incompetence of actions and deeds. At the intersection of the eligibility and incompetence of official activities, three types of official behavior of officials arise:

• 1) mandatory (under duress in accordance with the law).
• 2) due (under the contract and in accordance with the distribution of duties)
• 3) desirable (of one's own free will).

Real official behavior develops as a result of a rational choice of a model of behavior and professional activity.

An important factor that determines behavioral specificity is the service itself as an aggregate social subject.

It is in the interaction of collective, group and personal behavior that a matrix of norms of service behavior arises, which is then constantly reproduced.

Professional activity acts as a collective (generalized) subject of service behavior, since it develops values, norms and rules of behavior that are fundamentally different from other organizations. Professional activity connects both the collective and the group, and the individual employee as its personalized basis. It has the structure of a pyramidal system of administrative and managerial relations and a set of ethical norms.

The group level of service behavior includes, as a dominant system, norms, values, mechanisms of cohesion and activity developed by group associations of people.

The personal level of service behavior includes value orientations and personality attitudes, which are a reflection of life (social) experience, the result of an individual's adaptation to the social environment and a factor of identification with a certain professional group.

The morality of a lawyer is based on their personal moral attitudes, and on social needs. Consequently, ethical standards in the performance of official duties require special procedures and methods of control, which depend on many circumstances and are established separately. Service behavior is, by definition, controlled.

As a means of regulating the official behavior of a lawyer, external control (laws, rules, codes, regulations, instructions) and internal control (beliefs, values ​​and norms) are used.

It should be noted that motivation is a need that prompts a person to act with a specific goal. The need is the internal aspect of motivation, and the goal is its external aspect.

There are four types of motivational preferences for service behavior:

• 1) the desire for creative self-realization (gaining satisfaction from work and professional growth);
• 2) call of duty ( professional activity equipped for the implementation of public and official interests).
• 3) pragmatic orientation (the desire to ensure individual material and monetary wealth);
• 4) career interest (work for promotion).

Of particular importance in understanding the essence of service behavior is the concept of "behavior style". The style of service behavior reflects the properties of the personality traits of a lawyer, the level of his competence, ability and will to optimally use personality traits to perform professional tasks. The style of service behavior is formed on the basis of efficiency. The business approach allows you to resist the conservatism of thinking, active and hidden forms of bureaucracy, formalism, technocracy. To master efficiency, competence is necessary. A professionally competent lawyer performs the functions of the position in essence, not in form, achieving the results of work, and not imitating the process of official activity.

Ethics behavior

Normativity is a property of morality and law that allows regulating people's behavior, and at the same time, the result of the operation of traditions and norms of relationships between people and the social environment.

For a correct understanding, one should distinguish between traditions and norms, not identify them social functions. Traditions are a specific, creative way of functioning of norms and stereotypes of behavior. Stereotypes help to remove uncertainty, eliminate ambiguity and thereby facilitate the process of organizing one's own behavior for a person.

Any social and legal norms (from lat. norma - a rule, a model) are generally intended to influence the volitional behavior of people, and the relationship between the individual and society is the subject of this regulation.

Codes of conduct are generally accepted patterns of behavior. Depending on the type of social control, the norms of behavior are habitual cultural patterns activities and customs accepted in a society or social group and not operating outside it. The content side of the norms of behavior is to keep the individual from committing actions and deeds that are incompatible with accepted laws and moral customs, through the threat of punishment or the expression of public contempt.

The ethical norm of behavior is one of the simplest forms of moral requirements for the individual, acting, on the one hand, as an element of moral relations (custom), constantly reproduced by the power of mass habit, example, supported by public opinion, and on the other hand, as a form of moral consciousness, formulated as a command to oneself, requiring strict compliance based on own ideas about good and evil, duty, conscience, justice.

Ethical norms of behavior are formed in the process of the evolutionary development of mankind, taking the form of universal moral values, developed by each society in its concrete historical originality, as well as by individual social groups and each individual separately.

By belonging to the carriers of value, one can distinguish general, general, group and personal ethical norms.

Universal ethical norms express the universal moral requirements of the hostel. They are formulated in the "golden" rule of ethics: act towards others as you would like them to act towards you.

The general ethical norms of morality prevailing in a society extend their requirements to all members of a given society without exception, acting as a means of regulating and evaluating relations and interactions between people. In the process of expansion; social experience, each person is included in various social groups, being, as a rule, simultaneously a member of several groups.

Group ethical norms ensure the inclusion of the individual in the group, the processes and mechanisms of group interaction affect all types of behavior, including when he becomes a member of another group. Occupying a certain position in the team, a person assimilates the given and develops personal norms, prescribes his own position and forms of behavior in which the process of his existence as a person is realized.

Personal ethical norms act as a characteristic of the subjective "inner" world of a person. They are related to his idea of ​​himself and for this reason do not need to be "assimilated" and "accepted". Following personal ethical standards is primarily associated with a sense of self-respect, high self-esteem, confidence in one's actions. Departure from these norms is always associated with a sense of guilt (conscience) - self-condemnation and even a violation of the integrity of the individual.

Thus, the behavior of a person carrying out professional service activities is difficult to determine.

It is controlled by both external ethical regulators (universal values, morality prevailing in society, group norms) and internal mechanisms of self-regulation (self-consciousness, self-esteem, motivational sphere, attitudes on the basis of which personal norms are formed). External and internal regulators are in a complex dynamic contradictory interaction.

At every moment, they give a person the right to make a moral choice based on the external requirements placed on him.

Ethical standards of communication

The ability to quickly and correctly determine the national - psychological

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

Psychology of business communication - component complex of psychological sciences, it is based on the main categories and principles developed by general psychology.

The most important principles that guide general psychology and all its branches, are as follows:

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

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

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

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

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

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

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

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

IN traditional society(a society of "mechanical solidarity" according to Émile Durkheim), based on community social life, collective representations, mythological consciousness and interpersonal relationships, the main mechanism of business communication is ritual, tradition and custom. They correspond to the norms, values ​​and standards of business communication ethics.

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

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

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

However, unlike the eastern, Western European, especially

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

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

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

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

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

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

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

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

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

The ability to agree;

Decisiveness and justified compliance;

demanding of oneself and others;

Ability to work in stressful environments.

Business relationship - this is one of the types of social relations, such as the relationship between partners, colleagues and even competitors, arising in the process of joint activities in the market and in the team.

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

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

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

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

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

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

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

There are six basic ethical principles of business

behavior.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Morality is not absolute truth and the highest judge among men.

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

When we are talking about your mistakes, you should do the opposite.

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

moral attitude surrounding us depends ultimately only on ourselves.

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

Particular attention should be paid to the golden rule of communication ethics: "Treat others as you would like to be treated." IN

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

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

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

In the event of problems or difficulties associated with

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

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

The remark to the employee must comply with ethical standards. Gather all information on this occasion. Select correct form communication. First, ask the employee himself to explain the reason for not completing the task, perhaps he will give facts unknown to you. Make your remarks one on one: it is necessary to respect the dignity and feelings of a person.

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

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

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

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

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

relations. Remember that your supervisor needs it first.

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

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

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

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

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

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

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

Here are some principles of ethical business communication between colleagues.

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

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

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

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

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

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

tact, modesty, accuracy, courtesy.

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

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

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

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

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

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

Ethical behavior is the secret of well-being in any society

Hello friends, guests and regular readers of my Blog. Have you ever denied yourself something because you feared that the result of your action, or even the action itself, would be judged by others? I decided today to discuss with you the ethical standards of human behavior.

Let's start with the simplest

You can imagine that we all live in a huge hostel, where the rooms are our personal space, and everything else is a common area. In order for life not to turn into a nightmare, going beyond our rooms, we all must follow certain, both vowel and unspoken rules - social norms society.

Social norms can be divided into:

1. ethical
2. Legal
3. religious
4. Political
5. aesthetic

With the development of all mankind, almost each of these norms has changed. The changes practically did not affect only ethical norms, as an unshakable foundation in human relations.

Ethical standards of conduct

Let's see what ethical standards are and what they are. Ethics (from the Greek etos, custom) is a branch of philosophy that studies morality.

It is believed that the first who decided to combine several concepts of human behavior under one word at once was the well-known Aristotle. In his treatises, he proposed the concept of "ethics" as "virtues or virtues that are manifested in human behavior." In his opinion, ethics should help to understand what actions are permissible and what are not.

In a nutshell, today ethical norms are understood as the totality of values ​​accumulated by society and the moral obligations of a person in relation to both these accumulations and to society itself as a whole.

Rules of etiquette, culture of behavior, morality - all these are ethical norms of behavior, which are the regulators of relations. They affect absolutely all interpersonal actions between people: from simple friendly communication to a large set of rules of corporate or professional ethics.

The main secret of well-being in any society is a single rule for all: “Do towards others the way you want others to do towards you!”

Informally, the norms of behavior are divided into types:

• Real ones are, in fact, any actions that a person performs;
• Verbal is a verbal or verbal form of communication.

These two concepts are inseparable from each other. It is unlikely that you will be considered polite if your word, even if it is very cultured, runs counter to uncultured behavior. Imagine a person who greets you, while juicy picking his teeth with a fork. Not very nice, right?

Everyone has their own limits of ethical standards, they depend, first of all, on the people around them, the level of upbringing and education. The standard of cultural human behavior is when ethical norms cease to be rules and become personal norms, inner convictions.

Etiquette as a set of rules

The rules of etiquette also dictate the scope of our behavior. Remember, most recently we talked with you about. Etiquette is nothing more than the very necessary template that regulates our communication with each other.

If you accidentally step on someone's foot, you will apologize, a polite man will open the door in front of a woman, and having received change in the store, we all say "Thank you." The way we follow the norms of behavior, including etiquette, can characterize us as a cultured or uncultured person.

Personal and general

Interestingly, in different countries ethical standards of behavior are different. For example, in Spain, just entering the elevator, from everyone who is already there you will hear a friendly "Hola". In our country, the unreasonable greeting of complete strangers is not practiced in society. And no one will be offended by you if you, having entered the locker room of the pool, do not start shaking hands with everyone. That is, our traditions of communication are completely different.

This is another principle of dividing ethical norms - personal and group.

"I'm an artist, that's how I see it!"

Personal norms are what I talked about above - our internal framework, conditioned by society, upbringing and education. This is our inner world, self-awareness. Following the personal norms of ethics can be defined as the level of inner dignity. For example, only you decide whether you can throw an ice cream wrapper into the bushes if no one sees you.

group behavior

All mankind, one way or another, is united in groups. From a family or a team at work to a whole state. From birth, a person belongs to a society, and cannot but obey certain rules. Including ethical standards of conduct. Group ethics are the rules of interaction within such a group.

Once in any team, a person is forced to accept the generally accepted rules in this society. Remember the saying - with your charter, you don’t go to someone else’s monastery? This is a reference to group ethics. Moreover, each team, as can be seen from the example above about greetings in Russia and Spain, has its own principles of communication: including linguistic or even moral ones.

You will say: norms, patterns, rules, limits - where is the freedom? We live in a society where the limits of our freedom are strictly limited by the limits of another person's freedom. That's why rules are needed. They are easier to live with.