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Ethics of business communication. Etiquette in the culture of communication Etiquette and culture of communication

Each society develops certain regulatory principles of communication, which are not only enshrined in the ethical standards of behavior and interaction adopted by it, but are also brought up in people with a greater or lesser degree of consciousness, forming a certain level of culture and ethics in business relations. Ethical standards have always been the main regulator of human relations. They are social because they do not have legal force, but, as a rule, include people’s understanding of such categories as good and evil, morality and immorality, justice and injustice, decency and treachery, the permissibility of actions and their inadmissibility.

From childhood, families and schools raise children to respect ethical standards, so people consciously or unconsciously rely on these ideas when choosing certain actions, making decisions and taking actions. At the same time, each person puts his own understanding and vision into moral norms, and the effectiveness of interaction, its comfort or conflict depends on how much it coincides with the generally accepted interpretation.

Communication, as already noted, is a necessary part of human life, not only interpersonally, but also in business terms. The relationships between people during interaction are regulated directly not only by social norms, but also by legal ones. Norms of morality and law are included in the culture of communication and business etiquette, bringing together the requirements for communication developed in society with its very implementation in real activities, normalizing and adjusting the degree of permissibility, developing principles of not only personal, but also corporate culture. Focusing on norms, a person correlates the forms of his behavior with the standards, selects the necessary ones, and thus regulates his relationships with other people.

Several years ago, the author of the book had to conduct a business game “Report and Discussion” with the best (based on the selection results) high school students of the Gatchina district of the Leningrad region. As the game progressed, a conflict of opinions arose between the two groups, the cause of which was a different interpretation of the concept of “decency.” Young people believed that this was imposing, decent appearance, decent clothing, and the girls insisted that this was, first of all, morality, ethical behavior. It turned out that this was the first time the high school students had discussed this kind of problem and therefore put their own vision into it. After public comments, the conflict was dropped. Of course, it is necessary to form moral values in early adolescence, but constructive interaction based on moral values should be taught precisely when young people intensively communicate with peers directly and via the Internet and begin to think about their future. Understanding this circumstance prompted the author of this manual to write a textbook on communication for lyceum students.

In the modern world, communicative competence is becoming the main source of career growth for most professions in the system of human relations. Only those who, in addition to professional competence, have social (emotional) intelligence and communication literacy, which includes knowledge of business etiquette, become competitive specialists. As Vovanarg noted, a person’s life rules reflect his entire essence. Knowledge of the rules of etiquette and actions based on moral values allow a person to form a positive image and have an impeccable reputation, which is highly valued throughout the civilized world in any professional activity, and especially in politics, diplomacy, business and entrepreneurship.

Speaking about the basic rules of etiquette, it is necessary to understand the meaning of terms such as “ethics”, “morality”, “etiquette”, “reputation” and “culture of communication”. Ethics (from lat. , from gr. - custom, character) is the doctrine of morality as one of the forms of social consciousness, its essence, the laws of its historical development and role in public life, as well as a system of norms of moral behavior of a person or group. The term “ethics” was first used by Aristotle, talking about what we must do to perform the right, moral actions towards each other. A widely known moral postulate is: “Treat others the way you would like to be treated.”

Morality(from fr. , from lat. - moral) is a system of ethical norms and values that are recognized and accepted by people. In the most diverse spheres of human interaction, morality is the most important way to regulate human behavior and relationships. Ethics as the science of morality studies such disciplines as etiquette, communication culture, and organizational behavior.

Etiquette(from fr. - established order of behavior) is a word of French origin meaning a manner of behavior. Etiquette prescribes standards of behavior on the street, in public transport, at a party, in the theater, at business and diplomatic receptions, at work (business etiquette). In the book by G. M. Shelamova “Business Culture and Psychology of Communication” it is noted that back in the early 18th century. Peter I issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment. Since then, Western etiquette has become widely adopted in Russia. Clothes, manners and external forms of behavior were transferred to Russian soil. The observance of these rules and norms by the boyars and the noble class (especially in capital cities) was constantly and persistently, sometimes even cruelly monitored by Tsar Peter I himself. Those who violated the new requirements and rules were severely punished. Subsequently, during the reign of Elizabeth and Catherine II, changes were made to the tsar’s decrees, that is, those rules of etiquette were selected that, to one degree or another, met the requirements and characteristics of the traditions and national culture of Russia.

As a result of the analysis of Russian traditions, mutually acceptable rules and norms of etiquette, recognized in their main features, were developed, which were prescribed to be observed in all public places - from home to diplomatic reception. However, even today many rules of etiquette are not sufficiently mastered by people and specialists, even at a very high level of interaction. Thus, V.P. Sheinov, in his book “Psychology and Ethics of Business Contact,” describes a situation that was “relished” by many television companies in the West. At the airport. Kennedy met the arrival of M. S. Gorbachev. It was raining. President R. Reagan held an umbrella over his wife, and a security guard held an umbrella over M. S. Gorbachev’s wife. Commentators agreed that we have problems with ethics and respect for the country's first lady.

Unfortunately, not only in professional, but also in interpersonal interactions, we quite often encounter rudeness and rudeness, disrespect for the personality of another. The reason, apparently, is that, firstly, we underestimate the importance of a culture of behavior and communication, human manners, and, secondly, young people and even adults are practically not taught etiquette, as well as communication. Why have Russian officers always been considered the standard of behavior in society, culture of communication and knowledge of etiquette? Because they were taught this in their early youth. For example, it is known that in the Naval Cadet Corps, which trained officers of the Russian fleet, each cadet had to show up for some meals with two books, which were to be held under their arms while eating. This is how I developed the habit of not placing my elbows while sitting at the table. It is also known that naval officers have always been distinguished by their special bearing. It was the result of hard training. In particular, the habit of keeping your back straight and not slouching was developed with the help of a cross on your back, which was tied to your shoulders. B. Russell noted: “A gentleman is a person with whom you feel like a gentleman.”

A significant portion of the time in the schedules of organizational leaders, as well as employees whose activities include regulating the work of personnel, is spent on business conversations. These could be meetings, conferences, approvals and other formats of communication regarding production issues. Since the quality of such negotiations directly affects the efficiency and success of the company, it is necessary to comply with certain norms and rules that determine the culture of business communication and etiquette. The ability to adequately and correctly conduct a conversation is a key factor contributing to personal success in business. However, despite the obviousness of the elementary rules of behavior in society, the sphere of business relations still presupposes its own communication features, knowledge of which significantly increases the value of both a modest clerk and a major manager.

The concept of culture and ethics in business communication

The business world is quite strict in its definitions and by its nature excludes any inaccuracies and vague formulations. And yet, the norms of communicative interaction are the side of business where ethical principles prevail. In general terms, these aspects are reflected by the culture of business communication, the concept of which can be defined as a set of norms of moral behavior. Based on the developed principles of culturally appropriate behavior, the style of relationships between people in work processes is regulated.

In business culture, it is important to distinguish between two categories of norms – value and mental. The first group represents a certain set of traditions and defines the ethical component in the business environment. The value aspects of cultural regulation in business communication can also act as stereotypes, habitual behavior or current stylistic forms of corporate behavior. In contrast to the layer of values that lays the foundation for cultural business communication, the base of mental factors is more effective for application. Such principles for regulating communication norms are developed as a response to a request to improve the quality of the business process.

That is, if traditional or customary norms become ineffective or completely inhibit the development of the organization, the mental foundations of a business communication culture are introduced, which allow them to more effectively cope with production situations. In modern countries where the level of economic development is above average, the principles of business culture are based on ethical soundness, an orientation towards freedom of creativity, interaction and independence.

Culture in business communication can also be represented as an element of the general moral development of a specialist who knows how to communicate productively and conflict-free with colleagues and partners, as well as create a favorable and friendly atmosphere.

Among entrepreneurs, etiquette and the culture of business communication are closely intertwined. The concept of ethics is often heard in the context of defining culture in a particular area. As a way of certain systematization, ethical standards help in regulating business relationships. Ethics in the business world is a set of moral rules that determine the behavior of managers and employees in production activities.

Although a significant proportion of the ethical rules adopted by the business world can be classified as generally accepted, there are also special cases of rules developed specifically as a means of regulating work relationships. By and large, etiquette and culture of business communication are based on mutual respect for economic and reputational interests between partners and colleagues. Moreover, the ethical laws of business require respect and consideration of the interests of competitors. This means that the company should not use techniques that go beyond the competitive market.

Formation of cultural communication skills

The problems of forming and developing business communication skills, which provide for a sufficient level of culture and etiquette, are associated with the organization of processes for mastering knowledge in this area. In addition, the professional tasks of employees are becoming more complicated, which necessitates non-standard approaches to the style of negotiations, speeches, etc. For the most part, organizations are not able to ensure the building of correct business relationships and successful teamwork. In turn, employees sometimes only have a basic understanding of speech etiquette.

Behavioral experience, which is acquired through special methods, is also of great importance. In modern companies, the formation of a culture of business communication occurs in the process of developing practical skills among team members. To achieve this, managers are working in the following areas:

Organization of business communication games.
Conducting training sessions that include democratic behavior.
Trainings on conflict management with modeling of not only professional patterns of behavior, but also interpersonal ones.
Individual, subgroup and collective development of practical skills that will allow you to work harmoniously in a team.

The use of training tools makes it possible to establish the process of forming a culture through practical training of behavioral skills in different situations. At the same time, not only a culture of business communication is developed on the professional side, but also personal development and self-knowledge occurs. From the point of view of benefits for the organization, this means higher employee dedication, focus on results and interest in the success of the company.

Rhetorical principles and culture of behavior

When considering the means of communication in the business sphere, it is impossible not to touch upon the aspect of the effectiveness of the communicative impact on the listener. Still, the success of a specialist in business is largely determined by his ability to clearly, objectively and understandably convey his position. To do this, many use rhetorical techniques of business communication and rules of cultural behavior in a single complex. The effectiveness of negotiations using such means of communication, coupled with adherence to etiquette and good manners, is more likely to create a positive image for both the employee and the entire company. Rhetoric provides several psychological and didactic principles of influence that are used during speeches, interviews, conferences and presentations - these are associativity, accessibility, intensity and expressiveness.

The means of associativity are designed to evoke empathy in listeners and encourage them to think, starting from rational and emotional memory. Achieving this effect is achieved through such techniques as imagery, analogies, references to precedents, etc. Accessibility is a particularly important principle, due to which the speaker can be understood by colleagues and partners with different cultural and educational backgrounds. Accessibility can be increased by communicating obscure and original information in combination with diverse information. Means that increase expressiveness should be used by those who have a highly developed culture of business communication and communicative experience, otherwise you can get the opposite effect of unwanted theatricality. Expressiveness helps a person to emotionally and at the same time sincerely express his attitude towards the topic. Intensity in business communication is, as a rule, the ability to present information at a certain pace in the most complete and accessible way, taking into account the readiness of listeners to perceive it.

Psychological component in business communication

Psychology in the culture of business conversation allows us to determine patterns in the mental state of interlocutors and, in accordance with its characteristics, be able to create a favorable climate for negotiations. A person with psychological knowledge can defend himself against a partner’s incorrect behavior, use ways to defuse negative emotions, refute opponents’ arguments in a gentle manner, and calmly listen to criticism. The psychological culture of business communication is of particular importance in resolving conflict situations, since they often reveal the characteristics of different psychological types.

Among the techniques and methods of psychological behavioral culture in the process of a business conversation, the following can be distinguished:

Forming a good opinion of yourself (or the company).
Creating a psychologically favorable environment.
Listening to the interlocutor and understanding his motives.
Determining the partner’s internal state (by manners and voice).
Neutralization of comments during a conversation.
Ways to protect yourself from inappropriate behavior.
Techniques for conducting conflict-free conversation.
Self-calming technique.

Speech culture

First of all, the culture of conducting a business conversation implies the ability to competently use literary language and choose appropriate rhetorical techniques depending on the situation. Speech culture includes communicative, normative and ethical aspects.

The normative factor presupposes the correctness of speech in compliance with the rules of the literary language. The concept of a language norm is a key factor that determines the speech culture of business communication in negotiation processes. The communicative aspect is a skill that allows you to use language during communication. The ethical component, in turn, is associated with the ability to use the rules of speech behavior depending on the situation. These rules may change, since among partners and colleagues there may be people with different moral and ethical guidelines.

Of particular importance for the success of negotiations is the communicative culture in business communication, determined by the rules of speech etiquette as a system of signs that people exchange during the negotiation process. Verbal speech etiquette provides behavioral culture and can constitute both a general set of communication stereotypes and a narrow niche within the framework of making requests, greetings, attracting attention, etc.

Culture in a telephone conversation

A telephone conversation is a form of conversation within strict boundaries, which often leads to mistakes in business etiquette. On the other hand, the limited format has its advantages, one of which is the ability to model typical situations and ways to overcome them. For example, the rules of business communication culture in a telephone conversation can be reflected in several common examples of behavior:

You cannot call your partner’s home number without prior approval.
The optimal time frame for a possible call can be determined as follows: from 8 am to 11 pm.
If the call is not answered, do not hang up immediately.
If the connection is interrupted, the call initiator must resume it.
You should not speak loudly unless the interlocutor asks for it due to poor hearing.
The conversation should be short and to the point.
You need to answer calls as quickly as possible, otherwise the interlocutor will think that the conversation is not of interest to your partner.
It is undesirable to move away from the phone during a conversation, but if this is necessary, then you should warn the interlocutor in advance.

Also, do not forget that the generally accepted principles of business communication culture require a positive and at the same time meaningful greeting and conclusion of the conversation with a possible summary.

Nonverbal culture in business communication

It happens that words, as such, in business negotiations do not correspond to the true attitude of the authors to the topic. Also, experienced partners may suspect the interlocutor’s insincerity, which affects decision-making. Non-verbal communication, that is, body language and gestures, allows us to eliminate this possibility and identify hidden motives. For example, by facial expressions you can determine the internal state of the interlocutor, his possible thoughts and messages. In this regard, the culture of business communication in an organization may also include non-verbal means of communication, which make it possible to establish trusting contact with a partner.

The ability to understand body language also allows you to anticipate the possible reaction of your interlocutor even before he verbally expresses his attitude to the received information. Accordingly, even in the process of conveying it, in parallel with the wordless language, it is possible to adjust positions in a certain direction.

It is generally accepted that nonverbal communication is accessible to every person, regardless of his cultural level and education. In reality this is not the case. Different people have different stock of gestures, and the higher the communication culture of a business person, the richer the opportunities for wordless communication. In negotiations, nonverbal language will allow you to express a skeptical attitude towards a proposal, emphasize dominant aspects, hide dissatisfaction with criticism, and much more, which will have no less a strong effect on the interlocutor than direct expression in words.

Conflict resolution

Conflict situations in the business sphere are not uncommon, and their consequences can be quite serious. In this regard, various means and ways to resolve them are used. Today, there are 5 basic concepts that determine behavior in conflict situations:

Ignoring the actions of the other party.
Adaptation to partners' conditions.
Searching for a new format for cooperation.
Finding a compromise.
Competitive fight.

The choice of behavior style in a particular situation is determined by the specific interests of the participants in the conflict. The competitive style is most often chosen by people who have sufficient authority, will, and broad powers and are not very interested in partnering with the opposite side. This tactic can be used if the outcome of the conflict does not have a major impact on the interests of the organization. But it is important to remember that the ethics and culture of business communication still require compliance with certain laws of competition. That is, even with the obvious advantage of a large company over a small company, the manager who will seek a compromise resolution of the conflict, acting in the interests of the partner, will win. Even if you have to sacrifice your interests, in the future the reputational dividends will be able to cover the lost profits at the moment.

Standards of behavior for a leader

The practice of developing a business style of interaction within organizations has made it possible to develop the most effective norms of behavior for managers and subordinates. Thus, for managers, the following examples of a reference management style can be given:

Work on uniting a team whose members have moral and ethical communication skills.
Involving employees in the company’s tasks, which will allow them to feel more comfortable both morally and psychologically. This usually occurs in the process of identifying an employee with the team.
All comments to employees should be made in full accordance with the rules that prescribe the ethics and culture of business communication within organizations.
When conflicts arise, the manager must find out all the reasons. If the problem arose due to dishonesty or inappropriate behavior of a certain employee, then the boss’s task will be to help the subordinate change his behavior style.
You should not give recommendations to subordinates in matters that go beyond the scope of professional duties.

Standards of behavior for a subordinate

An adequate and correct attitude towards the manager is also the key to an employee’s successful and effective professional activity. In this case, the culture of business communication is also based on the moral requirements that the manager makes of his subordinates.

Principles of employee behavior in relation to the manager:

Contribute to and assist management in creating a benevolent moral climate within the organization.
You should not try to impose your opinion on your boss - all comments and suggestions should be expressed extremely tactfully and politely.
If any event that is significant for the team, sad or joyful, is planned, the manager should be notified about it.
A categorical tone in a conversation with a manager is excluded. Moreover, the communicative culture in business communication also requires bosses to avoid a rigid style in conversation even with subordinates.
The desire to please, as well as excessive flattery, do not contribute to improving relations with superiors and the team. Such an employee is perceived as a sycophant and a person not worthy of respect.

There are many controversial and ambiguous situations where it is not easy to choose a specific relationship style. For example, difficulties may arise in communication between colleagues from different departments who occupy positions of different status in the organization. In such situations, it is worthwhile to be guided by a simple ethical principle, which instructs a person to treat others the way he wants to be treated.

² Issues covered: Communication concept. Basic types and levels of communication. Moral foundations of communication.

General ethical requirements for communication culture.

Psychological characteristics of subjects of communication.

Testing as an opportunity to determine individual characteristics of communication style. Practical testing of trainees.

Communication technique. Ethics is about the basic techniques for treating people in business communication.

The main types of influence on people in communication. Ways of influencing people to ensure the establishment of cooperative relationships.

Ethics of management activities. Personality of the leader and informal leadership in the work team. Rules for formulating established orders. Technique of criticism and self-criticism. The art of public speaking. Ethics of controversy. Compromise and ethical conditions for its acceptability.

KNOW:

· main types and levels of communication;

· general ethical requirements for the culture of communication;

· moral foundations of communication.

² Guidelines

When studying this topic, it is necessary to pay attention to the essence of the concept of communication, its types, and communication techniques.

It is necessary to understand the ethical requirements for the activities of a manager.

² Control questions

1) What is external and internal culture?

2) What are, according to A.P. Chekhov, traits of a well-mannered person?

4) Describe the “abstract types” of your interlocutors.

5) What are the types and functions of communication?

6) Describe the means of human communication.

7) What are the rules of decency required for communication?

8) Describe communication techniques.

9) What is conflict? What are the strategies and code of conduct in conflict?

10) What are the main ethical requirements for a modern leader?

11) List the ethical rules of criticism.

² Literature

1) G.M. Shelamova. Business culture and psychology of communication: A textbook for primary specialized education. – M.: Publishing Center “Academy”, 2004.

2) L.A. Vvedenskaya. A culture of speech. – Rostov-on-Don, Phoenix, 2003, p. 4-41

3) A.A. Bulygina. Ethics of business communication. / Lecture course / - Novosibirsk, 1995

Topic 2.2 ETIQUETTE: HISTORY AND FORMS OF ITS MANIFESTATION

² Issues covered: The concept of etiquette as a set of rules of behavior that regulate the external forms of human relationships.

History of etiquette. The emergence and development of etiquette norms, their ritual and symbolic nature. Historical and national features of etiquette.

Democratization of etiquette. Typical behavior traits of a “gentleman”.

Modern etiquette and its relationship with general moral norms. Etiquette standards as an expression of recognition of human dignity and respect for the individual.

² Requirements for knowledge, skills and abilities

Having studied this topic, the student should

HAVE AN INTRODUCTION:

· about historical and national features of etiquette;

KNOW:

· concept and structure of etiquette;

· etiquette situations.

² Guidelines

When studying this topic, you should pay attention to its practical significance. It is necessary to deepen knowledge about the rules of greeting, introduction, behavior in public places, when visiting, and to understand the national specifics of etiquette norms.

² Control questions

The first impression is formed quite quickly, it only takes a couple of minutes. Many people instantly attract sympathy or antipathy. It doesn’t depend at all on clothes or appearance, but on how a person speaks. A culture of communication, good manners and knowledge of the rules of etiquette come to the fore when assessing a person.

Good manners are not given by birth, like many other things, they need to be learned. The foundation is laid by parents, who give the first ideas about correct behavior in society. A person improves this knowledge and skills throughout his life. And by setting such a goal, you can help yourself to facilitate communication with other people, make a good impression and achieve success faster.

The importance of etiquette

Speech is not at all a simple formation of thoughts into words and sentences; it is a most complex mechanism in establishing and establishing social connections. The culture of communication affects not only the interlocutor, but also the person himself. The selection of the right expressions and correct manners shape the special mood of your opponents.

The need to master communication etiquette in the business sphere is especially clearly visible. Subject to all the rules of good manners, the employee forms a favorable opinion among others not only about himself, but also about the company he represents. Therefore, if you want to reach certain heights, you need to have good command of your speech.

Rules of etiquette and communication

Communication ethics is not only about the manner of speaking correctly. Intonation, language, distance and behavior of the individual are also important aspects. Studying the generally accepted rules of communication culture can help you present yourself correctly.

What you should pay attention to when communicating:

Distance between interlocutors

The culture of communication dictates its own norms. For example, for strangers or unfamiliar people, the optimal distance is considered to be a distance of 2 outstretched arms. In addition to considerations of personal space and comfort, this also has practical significance for communication etiquette - any interlocutor can calmly leave, no one is blocking anyone’s passage or holding anyone’s buttons.

Confusion

If during communication you mix up your name or forget it, it is enough to apologize once. You can also briefly ask for forgiveness if you stumbled or delayed the pause in the conversation.

Gossip

Gossips at events bring particular discomfort. In order to avoid getting into a bad or sticky situation, you should not discuss anyone present. This is a sign of bad taste and is not approved by social etiquette.

The topic of conversation

A correctly selected topic of conversation is the key to success. In the culture of communication, it is considered unacceptable for a long conversation to focus on one’s dreams, memories, children or spouse, habits, illnesses, gossip, taste or sexual preferences.

Religion and politics should not be touched upon at all, as aspects of worldview are very confusing for most people.

If the interlocutor expresses clear signs of irritation from the chosen topic, it is worth apologizing and moving the conversation to a more neutral one.

Tact

The ethics of communication imposes an unequivocal ban on using a language that is unfamiliar to the people around you. Even if you are talking to an old acquaintance in the company of others. This is a blatant faux pas!

Jargon and professional terminology should be avoided. When meeting a representative of any profession (builder, doctor or lawyer), it is not customary to ask them for advice. If such a need arises, you should arrange a personal meeting at another time. Thus, communication etiquette will be observed.

Patience

The topic of conversation may not always be of interest to you. If the interlocutor considers it necessary to convey some information, he needs to be listened to. If she is unpleasant, you can quietly move the conversation in a different direction. Interrupting your interlocutor mid-sentence is a sign of bad taste. As well as demonstrating obvious irritation, impatience and anger.

Making comments is not considered correct and is allowed only in exceptional cases. These cases, as communication etiquette says, are rudeness towards you or your loved ones, gossip, touching on personal issues without permission, criticism.

Showing interest

It is impossible to look at a person closely and continuously. Looking at someone else while eating is especially embarrassing.

Sometimes there is a desire to defuse the situation or back up your words with something pleasant or a bright joke. Any anecdotes, funny stories, poems are appropriate in small doses and only in accordance with a specific topic.

Demonstrating your superiority

Nobody likes to feel stupider than their interlocutor. Therefore, overwhelming your interlocutor with erudition is not the best option. Overestimating and praising one’s capabilities is also unlikely to find its fans.

If you don't understand something, don't be shy. According to the ethics of communication, this can be voiced and asked for explanation. People love to show interest in them, as well as the opportunity to discover something new for their interlocutor.

Sincerity

Ethics of communication presupposes a respectful attitude towards the interlocutor. In the event that trouble or misunderstanding occurs, words of support are very important. But using stereotypical phrases and well-known wise advice is a sign of bad taste. Try to enter the situation and find sincere words of support for the person. This shows your respect for him, interest in his personality and gratitude for his openness.

Proper handling

Communication ethics implies the correct approach to another person, because communication begins with him. It is very important to take into account age, gender and status characteristics in such a delicate matter. Otherwise, there is a risk of starting communication on an unpleasant note.

"You" and "you"

Ethical standards of communication suggest addressing “you” only to the closest people and children under 12 years of age, and using the wording “you” with everyone else. Even if the person is the same age as you.

Demonstration of kinship

Society does not always welcome excessive emphasis on close relationships between two or more people. In order not to attract attention, strangers, close friends or relatives are called by name in society.

Transition to informal communication

It is necessary to make the transition from “you” to “you” slowly and very tactfully. As speech etiquette and the culture of communication say, it is better if the initiative comes from a woman or a person older in age or social status.

How to refuse correctly

Sometimes it happens that an awkward situation arises where you need to refuse a particular offer. This can be done using different tactics. The form of refusal is chosen based on the possibility of providing or not providing assistance, the proximity of communication with the person, the personal attitude towards the interlocutor, and the type of request.

Speech subtleties of refusal:

A decisive "no"

If the situation requires an immediate response, you should not delay in refusing. A trembling voice and shifting eyes will let your interlocutor know that you are not confident in yourself. As a consequence, this opens the horizon for repeated manipulation.

Arguments

When justifying your refusal, repeated requests or reproaches are not acceptable according to the ethics of communication. If this occurs, then this is evidence of the level of communication culture of the other person, and you have the right to leave. But refusing without explaining the reason is unacceptable.

Defensive posture

There is no need to back up your verbal refusal with a psychological block in the form of crossed arms or legs. Such behavior can offend your interlocutor.

Reproaches towards the petitioner

Under no circumstances should you shame or accuse another person of impudence for trying to ask for something. His right to ask, yours to refuse. Most often, in such a situation, notations are not needed. But you can at least provide moral support.

Chatting with Strangers

Sometimes difficulties arise when speaking to strangers in transport or on the street. It is common to use the words: woman, man, boy, grandfather. However, such treatment is unacceptable. According to communication ethics, you need to use impersonal phrases: please tell me, excuse me.

According to the ethics of communication, a man should be the first to greet a woman, a junior to a senior (by age or rank), a latecomer who is waiting, or someone already present who has entered.

Depending on the circumstances, the following types of treatment are distinguished:

Official (madam, citizen, master);
informal (by name or “you”);
impersonal.

Ethics in Public Speaking

Throughout his life, every person is faced with the need for public speaking. This could be defending a thesis, presenting your book, holding a conference, or making a toast at a wedding. One of the key aspects is to gain the audience's favor and communicate with them correctly.

To do this, you need to know the basic rules of ethics when speaking in public:

Preparation of a speech plan should occur in advance

Form the main points, make a presentation and, preferably, rehearse several times. This way you can avoid unforeseen situations. A positive aspect will be the use of statistics, which will be a powerful argument in the context of the problem under consideration.

“No” to the didactic tone

The audience should feel your emotional involvement in the situation at hand. Well-chosen words and phrases and treatment as equals will create a clear advantage in their eyes.

Brevity and clear purpose

You should avoid using hackneyed phrases; they make your words unconvincing, creating the impression of incompetence. A long introduction won't help either.

Politeness

Not all people may approve of your position. Even if they answer you rudely or harshly, you need to be restrained and answer politely, despite the emotions seething inside. Otherwise, it will be a violation of communication etiquette. Using obscene language is also unacceptable. By following these rules, it will be easier to achieve your goal.

Thus, following basic communication standards will help you avoid many unpleasant situations, as well as form the most pleasant opinion about your personality. Communication ethics is multifaceted, which opens up impressive opportunities for recognition and influence for everyone.

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Introduction

1. Communication and ethics

1.1 Manners and customs

1.2 Moral culture

1.3 The role of communication in human life

2.1 Business etiquette

2.2 History of etiquette

2.3 Professional etiquette

Conclusion

Bibliography

Introduction

The established moral norms are the result of a long-term process of establishing relationships between people. Without observing these norms, political, economic, and cultural relations are impossible, because one cannot exist without respecting each other, without imposing certain restrictions on oneself.

Ethics is a philosophical discipline that studies morality and ethics. Aristotle first used this term. Etiquette is an established order of behavior.

Modern etiquette inherits the customs of almost all nations from hoary antiquity to the present day. Fundamentally, these rules of conduct are universal, since they are observed not only by representatives of a given society, but also by representatives of the most diverse socio-political systems existing in the modern world. The people of each country make their own amendments and additions to etiquette, determined by the social system of the country, the specifics of its historical structure, national traditions and customs.

General civil etiquette is a set of rules, traditions and conventions observed by citizens when communicating with each other.

1. Communication and ethics

The interaction between communication and ethics is multifaceted. It covers the structural, functional and other aspects of ethics as a science of morality, as well as communication - as a complex process of establishing and developing contacts between people.

Since its inception, ethics has been in interaction with communication. Moral feelings and ideas about proper behavior arise in a person through living together with other people, “thanks to the communication of thoughts and ideas, for in this sense the word “communication” is used in relation to people...”. 2. Moore D. Principles of ethics. M., 1984.

Psychological mechanisms such as imitation, infection, suggestion, and persuasion, inherent in the communication process, make it possible to introduce ethical thoughts and ideas into the minds of people and pass them on from generation to generation. Ethics should humanize and ennoble communication between people. Analysis of the interaction between ethics and communication presupposes first clarifying the content of morality studied by ethics as a science. Ethics as a science arose a long time ago, during the birth of slave society. The word "ethics" was introduced by the ancient Greek philosopher Aristotle as the name of the science of morality.

This science arose to answer the questions of real life: how to act, what is good and evil, what is the meaning of life, etc. Ethics sought to answer these questions not in everyday understanding, but in theoretical form.

Ethics is the science of morality. What is morality? Morality is the norms and rules that are presented to a person and the implementation of which is voluntary.

The word “ethics” comes from the Greek “ethos”, the word “morality” comes from the Latin “mos”. The meaning of these words is one - character, custom. The morals and customs of our ancestors constituted their morality and generally accepted norms of behavior. Since certain norms of behavior become stable, they form morals and customs, as well as moral traditions and habits.

1.1 Manners and customs

Morals and customs are norms of behavior that are consistently manifested in people’s actions and that meet the requirements of a particular society. They constitute the traditional order of behavior characteristic of the mass of people of a given society, a given class. By morals and customs it is customary to understand not only the specified norms of people’s behavior, but also stable, characteristic of a given people forms or features of their life and communication: national cuisine, housing, greetings and clothing, holidays and much more.

The origin of many mores and customs goes back to distant times; their connection with the historical conditions of the development of a given society is often difficult to detect. They have very great stability; behind them is the powerful force of tradition. Having outlived their time, many customs and morals become unacceptable to new conditions. However, they are being eradicated very slowly precisely because they have the power of tradition behind them.

In every era in society, in its various social groups, there are different morals and customs, but society classifies as morality only those morals and customs that express its interests, its requirements for actions and people.

Morality, or morality, always expresses in its norms the interests of society or a certain social group, their requirements for the behavior of people, for their actions, i.e. forms norms of behavior. At the same time, we are talking not only about a person’s behavior within the framework of private life (in the family, a narrow circle of people), but about the norms of human behavior in relation to other people and society. The special nature of a person’s relationship to society and other people, existing in certain historical conditions, leaves its mark on the entire private life of a person.

So, ethics explores a number of questions: about the essence of morality, the patterns of its change and development, principles and norms of behavior; scientifically substantiates the provisions on moral relations, moral consciousness, moral responsibility, moral culture of human behavior and much more.

The increasing role of communication in life is associated with the growth of its culture, including moral

1.2 Moral culture

Moral culture is not just a sum of ethical knowledge and not only a set of moral values and principles. This is the level of moral development of a person and society. Moral culture can be characterized as a systemic property of society, a group of individuals, expressing the extent of their assimilation of moral norms of values. This is a certain moral state of the individual and society. The quality of moral life is manifested mainly in the social and humane relations between people, the combination of personal group and public interests.

The moral culture of society is assimilated by the individual. By mastering the moral experience of society, enshrined in ethical views and ideas, in moral principles and norms, a person acquires a moral culture. However, a person acquires moral culture not so much in the process of academic assimilation of the moral experience of society, but in real actions and deeds, relationships between people and relations to society. We are talking about the extent to which morality is embodied in people’s lives, about moral culture as a quality inherent or not inherent in every individual.

There is a certain connection between moral culture and moral responsibility.

A person’s level of education, social status, and high professionalism do not at the same time imply the presence of a certain moral culture of the individual. But the presence of moral responsibility characterizes the moral culture of an individual. The higher a person’s moral responsibility, the higher the maturity of moral culture.

In the ordinary sense, moral culture means respectful, compassionate, kind, friendly, caring relationships between people. In conditions of economic, political, spiritual crisis, in the process of emotional interaction between people, relationships of bias, non-acceptance, and alienation often arise. One of the most common reasons for such relationships is a low moral culture of communication.

The moral culture of communication allows you to prevent and resolve conflicts that arise in the process of communication.

In conflict, i.e. In the collision of people holding opposing views, opinions, and aspirations, various types of behavior appear. The variety of types of behavior is especially evident in a state of frustration, i.e. upset mental state caused by a real or imagined obstacle that prevents the achievement of a goal. When frustrated, a person's previous line of behavior changes. An active defensive reaction in such a mental state is anger, aggressiveness, impulsive disorderly activity, etc. A passive form of psychological defense is the inability to respond to rudeness and aggressiveness. Neither active nor passive forms of defensive reaction can lead to resolution of the conflict,

Social psychology names a number of specific ways to resolve conflicts: suppression, delay, turning the conflict into a business conversation.

So, increasing moral culture is one of the important factors that normalizes communication between the parties to the conflict. Positive moral feelings, moral conviction, moral responsibility for one’s behavior allow one to find ways out of conflict situations.

The role of moral culture is also manifested in the fact that it increases the need for communication. An individual or a group has different levels of need for communication. Not all members of a particular community receive such a need to develop properly. It can be difficult for a person to determine his position towards a communication partner, to act as the interlocutor preferred by those communicating. Not everyone has the ability to skillfully use the qualities of their personality in the process of communication." A culture of communication certainly presupposes both a high need for communication and mastery of communication techniques.

The real process of communication is the communication of real, living people with individual personal qualities, emotions, inclinations and desires. Already in utilitarian communication, the commonality of human experiences, needs and interests is revealed. On this basis, likes and dislikes, friendly and comradely ties arise - in a word, everything that can be combined with the term “personal relationships.”

1.3 The role of communication in human life

Communication not only accompanies labor, political and other activities, but often becomes an end in itself and is prompted by the desire to exchange opinions, feelings, and structure. Man, as a social being, has developed a specifically inherent moral need for communication, empathy, and a familiar social environment. 1. Konovalova L.V. Applied ethics M., 1998.

The need for communication is one of the strongest needs of a social person. The most important human need is another person. A person loses immeasurably much if he cannot measure himself with another person, exchange thoughts with him, and orient himself towards him. Indifference, lack of attention, loneliness for many is tantamount to death. The higher a person’s personal culture, the stronger his need for communication. It affects his entire worldview.

At the same time, people’s claims to each other are becoming more and more demanding, and it is becoming more difficult to satisfy their mutual expectations.

Only through communication does emotional and moral development of the individual occur, the awakening of deep spiritual interests, and emotional release. In the process of communication, a person’s need for individual self-affirmation and direct emotional contact is satisfied. The moral aspects of communication are especially strongly manifested in such a property as normativity. Communication, in whatever forms it appears, always exists as an ordered communicative connection. This orderliness is achieved through rules and norms that regulate communication depending on its goals and means. For example, communication between managers and subordinates, sellers and buyers, individual mass communications (meetings, rallies, official and informal communications). All of them differ not only in content, but also in form, style, and symbolism provided for by the relevant norms.

In utilitarian communication there is much more normativity than in personal communication, although it is not free from certain regulation. When entering into personal relationships, people are forced to take into account the conventions, rules of etiquette, customs and traditions accepted in one way or another. Normativity, on the one hand, imposes certain restrictions on communication, and on the other hand, it programs a unique type and form of relationships between people entering into mutual contacts.

It is important to understand the nature of the norms governing human communication. Are they brought into the communication process by morality or are they a direct expression of the technology of communication itself? It is difficult to answer this question unambiguously. Norms of communication can regulate the nature of social-role relations, and then they are determined by the content of these relations and have no direct moral significance. But at the same time, this type of communication, like others, is an object of moral evaluation and, therefore, an object of moral regulation. Deep socio-economic factors influence communication through the type of spiritual culture and its integral form - morality.

In modern society, one can observe how relations of social inequality erect a number of complex moral and psychological barriers on the path of the communication process, limiting the circle of free communication, as a rule, to a socially homogeneous environment. They subordinate personal relationships to possessive psychology and utilitarianize even intimate human relationships.

2. Etiquette

Communication is a side of a broader phenomenon - human behavior, one of the sides of which is etiquette, those. established order of behavior. This order of behavior is established in the family, in public places: institute, school, institution, at work, in church, diplomatic activities, etc. Etiquette is formed primarily in accordance with morals and customs. Its formation depends on the entire system of regulating relations between people, including legal norms, moral norms, traditions, and public opinion.

Etiquette has great moral meaning. With its help, you can express recognition of the importance of the person with whom you come into contact, respect for him. If a person is a representative of the state or a certain company, then etiquette expresses the attitude towards his rank and his state, his company, etc. In this case, etiquette has a political meaning. Etiquette obliges to recognize the values established by the state, such as rank, title, rank, etc. Military etiquette consists of maintaining discipline, organization, order, and expressing readiness to unquestioningly carry out the orders of senior ranks. 5. School of etiquette, Ekaterinburg, 1995.

In other words, there are many forms of etiquette, but they all have the same focus - recognizing and maintaining the importance and respect of the person with whom contact occurs. Thus, the unity of the moral and segregative (separating) functions of etiquette is obvious. Recognizing the significance of each person, we also recognize the differences in this significance, depending both on the personal qualities of a person and on the responsibilities assigned to him, as well as on his titles, social status, even on gender and age.

It should also be remembered that in the process of historical development of society, the meaning and significance of etiquette changed. The content of etiquette is the recognition of the importance of a person or the manifestation of respect for him, expressed in the form of politeness and courtesy.

2.1 Business etiquette

The definition of etiquette as an established procedure somewhere gives the most general idea of it. Business etiquette is richer in content, since it belongs to this category as something special to something general. Business etiquette is the most important aspect of the morality of professional behavior of an entrepreneur. Domestic aspiring businessmen fail to make many profitable deals, especially with foreign companies, due to the fact that they do not know the rules of business etiquette. And even more often they are “set up” by various consultants and secretaries. Many “new Russians” have bad taste in their clothes and behavior.

In order not to get into an absurd situation, you need to know the rules of good manners. In the old days, Peter the Great taught them strongly. In 1709, he issued a decree according to which anyone who behaved “in violation of etiquette” was subject to punishment. Perhaps domestic businessmen should also introduce punishment for those who expose not only themselves, but also a shadow on Russian entrepreneurship, to ridicule. Maybe even introduce an exam on knowledge of business etiquette. So, knowledge of business etiquette is the basis of entrepreneurial success.

The rules of etiquette, clothed in specific forms of conduct, indicate the unity of its two sides: moral, ethical and aesthetic. The first side is an expression of a moral norm: preventative care, protection, etc. The second side - aesthetic - testifies to the beauty and grace of forms of behavior.

etiquette morals customs communication

2.2 History of etiquette

Etiquette is a historical phenomenon. The rules of luck for people changed with changes in the living conditions of the substance and the specific social environment. Etiquette arose during the birth of absolute monarchies. Adhering to certain rules of behavior and ceremonial was necessary for the exaltation of royalty: emperors, kings, tsars, dukes, princes, dukes, etc. to consolidate hierarchy within class society itself. Not only a person’s career, but also a person’s life often depended on knowledge of etiquette and compliance with its rules. This was the case in Ancient Egypt, China, Rome, and the Golden Horde. Violation of etiquette led to enmity between tribes, peoples and even wars.

Etiquette has always performed and continues to perform certain functions. For example, division by rank, estate, nobility of the family, titles, property status. The rules of etiquette were and are observed especially strictly in the countries of the Far and Middle East.

In Russia at the beginning of the 18th century. Western etiquette began to be increasingly introduced. Clothes, manners and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the noble class (especially in capital cities) was constantly and persistently, sometimes cruelly, monitored by Tsar Peter I himself. Violations of these rules were severely punished. Subsequently, during the reign of Elizabeth and Catherine II, those rules of etiquette were selected that met the requirements and characteristics of the national culture of Russia. Russia, as a Eurasian country, in many ways combined the opposites of Europe and Asia. And there were many of these opposites not only in the 18th century, but there are many of them now. R. Kipling said that the West is the West, the East is the East, and they will never meet. So, in Europe the mourning color is black, and in China it is white. Even within the borders of the Russian Empire, the rules of behavior of different peoples differed significantly.

Of course, social progress contributed to the interpenetration of rules of behavior and the enrichment of cultures.

The world was getting smaller. The process of mutual enrichment of rules of conduct made it possible to develop mutually acceptable etiquette, recognized in its main features, and enshrined in customs and traditions. Etiquette began to prescribe standards of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, on public transport, etc.

2.3 Professional etiquette

But besides the rules of etiquette, there is also professional etiquette for everyone. There have always been and will remain relationships in life that provide the highest efficiency in performing professional functions. Participants in any interaction always try to maintain the most optimal forms of this interaction and rules of behavior. They will demand from the newcomer strict adherence to the proven and proven rules of business communication, since they facilitate the performance of professional functions and help achieve their goals. In this or that team, group of workers, employees, business people, certain traditions develop, which over time acquire the force 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, forms and rules of behavior are developed. This set of rules constitutes business etiquette. Here is one of the definitions of business etiquette - this is a set of behavior in business that represents the external side of business communication.

Business etiquette is the result of a long selection of rules for the forms of the most appropriate behavior that contributed to success in business relationships. It was not always easy to master these rules, so entrepreneurs “from the plow” often spoke about them not very flatteringly: “Why do I need this?” You can follow this principle. However, if you want to establish strong business relationships with foreign partners, then knowledge of business etiquette is a must.

But just as in those ancient times, so now, the rules of business etiquette help bring together the economic and financial interests of traders and businessmen. Profit was and remains above all differences in national character, religion, social status, and psychological characteristics. These differences were subject to the etiquette of the country the businessman was interested in. Submission to the rules of the game of the determining party created the basis for the success of the transaction.

What rules of conduct should an entrepreneur know? First of all, it should be remembered that business etiquette includes strict adherence to the rules of a culture of behavior, which presupposes, first of all, deep respect for human individuality. The social role played by this or that person should not be self-sufficient, nor should it have a hypnotic influence on the business partner. A cultural entrepreneur will treat with equal respect both the minister and the ordinary technical worker of the ministry, the president of the company, the firm and the office cleaner, i.e. Show everyone sincere respect.

Business etiquette requires strict adherence to the rules of conduct of the business partner country during negotiations. The rules of communication between people are related to the way of life, national customs and traditions. All this is the result of centuries of life experience, the life of previous generations of a particular people. Whatever traditions or rules of behavior there are, you have to follow them if, of course, you want to succeed. The proverb “You don’t go to someone else’s monastery with your own rules” is true. Often you have to follow all the rules even if you don’t like them. The interests of the business are higher than your tastes and preferences.

Business etiquette requires special behavior in common with clients; each type of service provided to clients has its own professional subtleties in behavior. You must always remember that the most important principle determines the relationship with the client: the client is the most expensive and desirable person in your office (store, enterprise). If there are a lot of clients, they usually try to serve ladies and elderly people first. But in any case, when working with them you need to be a good psychologist.

Conclusion

Intelligence is not only about knowledge, but also about the ability to understand others. It manifests itself in a thousand and a thousand little things: in the ability to argue respectfully, to behave modestly at the table, in the ability to quietly help another, to take care of nature, not to litter around oneself - not to litter with cigarette butts or swearing, bad ideas.

Intelligence is a tolerant attitude towards the world and people.

At the heart of all good manners is the concern that one does not interfere with another, so that everyone feels good together. We must be able to not interfere with each other. You need to cultivate in yourself not so much manners as what is expressed in manners, a caring attitude towards the world, towards society, towards nature, towards one’s past.

Ethics of business communication. Etiquette in the culture of communication Etiquette and culture of communication

The concept of culture and ethics in business communication

Formation of cultural communication skills

Rhetorical principles and culture of behavior

Psychological component in business communication

Speech culture

Culture in a telephone conversation

Nonverbal culture in business communication

Conflict resolution

Standards of behavior for a leader

Standards of behavior for a subordinate

The importance of etiquette

Rules of etiquette and communication

How to refuse correctly

Chatting with Strangers

Ethics in Public Speaking

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2.1 Business etiquette

The rules of etiquette, clothed in specific forms of conduct, indicate the unity of its two sides: moral, ethical and aesthetic. The first side is an expression of a moral norm: preventative care, protection, etc. The second side - aesthetic - testifies to the beauty and grace of forms of behavior.

etiquette morals customs communication

2.2 History of etiquette

Conclusion

Intelligence is a tolerant attitude towards the world and people.

There is no need to memorize hundreds of rules, but remember one thing - the need to respect others.

Bibliography

1. Konovalova L.V. Applied ethics M., 1998.

2. Moore D. Principles of ethics. M., 1984.

3. Dictionary of Ethics, edited by A.A. Guseinova, M., 1989.

4. Philosophical Dictionary.

5. School of etiquette, Ekaterinburg, 1995.

6. Ethics (edited by A.A. Guseinov and E.L. Dubko) M,. 1999

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