Ethics in business communication. Ethics of business communication

Each employee has an idea of how he should behave in a team. This applies to communication with the boss and with colleagues.

Without following the rules, a healthy climate in the team is impossible. Therefore, it is important for managers and subordinates to find a common language, and the ethics of business communication will help in this.

Tasks of etiquette

Behavior at work includes issues related to employees in the team, and external contacts (between teams and communication with clients).

Speech etiquette in business communication performs the following tasks:

creates a healthy atmosphere;
improves performance;
encourages you to do your duty.

When the norms of business communication are observed, a pleasant, inviting atmosphere is constantly felt in the team. It is important that each employee enjoys the work done, strives to do it as best as possible.

Ethics of business communication is designed to be applied in practice and to resolve work situations. The team, in which the etiquette of business communication is in the first place, is distinguished by the respect of management for employees, the ability to find a way out of a conflict situation, acceptance right decisions at working times.

Speech etiquette in business communication includes several components:

conversations;
negotiations with representatives of other companies;
presentations;
correspondence;
meetings;
conferences;
telephone conversations;
consultations;
interview;
interviews.

In these options, working contacts are established, decisions are made, and information is exchanged. Ethics of business communication helps to establish clear boundaries within which decisions are made. business problems. When following the rules of conduct in the business world, orders are given and received, a friendly, professional atmosphere is maintained.

A wise leader, applying the etiquette of business communication in practice, achieves high productivity in the company. Employees are motivated and ready to achieve their goals. The culture of business communication and the competent application of its principles creates a positive mood in the team.

Types of team behavior

There are three types of working communication in a team:

top down;
upwards;
horizontally.

Working contact options contain general rules. Every employee should feel respect, regardless of their position. A wise boss seeks to create a friendly atmosphere in the team, adheres to the correct treatment of employees. But at the same time, subordination is not ruled out.

The culture of business communication includes talking on the phone:

While at the workplace, it is unacceptable to greet a person with an ordinary “hello” or “yes”. After picking up the phone, you need to introduce yourself, naming the company and position. In some organizations, the employee adds their name to the greeting.
During the conversation, you should be as careful as possible. The client is pleased when they are addressed by name.
Answers must be clear and to the point.
If it is impossible to conduct a conversation, you must definitely apologize by offering to reschedule it to another time.

Contacts of the head with the subordinate

If the boss wants the team to observe the norms of business communication, then he must show by personal example how it works. There are several ways to give an order. This can be done in a strict form or in the form of a request. How the order sounds depends on how competently the leader knows etiquette in business communication.

A wise manager knows and appreciates his employees, listens to their opinion and advice, and is ready to make compromises (not to the detriment of work).

good boss fair - this is required by the ethics of business communication. If a subordinate made a mistake or inaccuracy in the performance of duties, then the fines should correspond to the size of the omission. It is the same with rewards - the work done requires remuneration.

Speech etiquette in business communication implies the conversation itself, and the tone in which phrases are pronounced. One and the same order can be given with a different timbre of the voice, and as a result, its perception changes. Therefore, the first phrases uttered to attract the attention of the interlocutor are important. The culture of business communication prescribes greetings that are selected depending on the status, age and gender of the employee.

Contact between subordinate and supervisor

One of the main rules that prescribes the etiquette of business communication is respect for the leader's subordinates. This does not mean that he needs to flatter or agree on everything.

An employee with his own view and opinion on issues related to working moments, and who knows how to present it in the correct form, is a good employee. Such subordinates are devoted to their company and do not neglect speech etiquette in business communication.

When talking with the boss, it is not recommended to point out in a harsh form the shortcomings found. The culture of business communication with such contact comes down to the ability of a subordinate to convey to the leader without flattery, lies and cunning necessary information. With a calm and friendly atmosphere in the team, this is not difficult to do. The relationship between subordinates and the leader, built on, is the application of the rules of ethics in business communication.

If a subordinate wants to make suggestions for improving the work of the company, then you should not immediately go to the top manager of the company. First you need to contact the nearest boss, otherwise the subordination will be violated. In the future, such behavior of a subordinate will bring discord in the team.

Business communication rules

Each employee has rights and responsibilities. A good boss evenly distributes the load among subordinates. While each employee does their job, they are bound to encounter and interact with other colleagues.

In order not to arise conflict situations interfering with the work process, the culture of business communication is important:

Unforeseen situations sometimes arise at presentations or rallies in the company. To avoid conflict and becoming personal, they observe the etiquette of business communication. Guided by the rules, it is unacceptable to interrupt colleagues, and if questions or comments arise, then they can only be asked in the correct form.
In pursuit of the praise of the boss, some subordinates make mistakes. This manifests itself in the form of empty promises, or the employee takes on more responsibilities, which he subsequently cannot cope with.
Many do not know how to listen to the interlocutor. But in working moments, this skill is indispensable. Speech etiquette in business communication helps to properly manage working time, listen and correctly understand the interlocutor.
Some companies host foreign representatives of countries, organize receptions in their honor. In such negotiations, it is important to observe the etiquette of business communication. Knowing the rules and correctly applying them, you can achieve the desired result in the negotiations. A favorable atmosphere, the ability to interest the interlocutor leads to the achievement of the desired goal.
The rules of working contacts during negotiations or other business process prohibit touching the interlocutor. But there are exceptions to every rule, and here it is the handshake. Such a gesture should be short and businesslike, and the hand should be dry and not cold. At the negotiations avoid unnecessary gestures and facial expressions. If a person is insecure, fusses, hides his eyes, then he is unlikely to gain confidence from the interlocutor.

It is important how employees greet each other. Ethics of business communication allows you to use the following techniques:

friendly look;
smile;
appropriate compliments;
showing interest;
respect;
emphasizing the importance of the employee;
nice words.

Such options help create a calm, working environment in the team.

Team Rules

In the company, each employee is endowed with duties that he performs and is responsible for them. Knowledgeable leader knows when to reward an employee, and at the same time notices omissions. For poor-quality performance of working moments, an appropriate penalty is assigned.

In a team, the workflow consists of positives and negatives. The culture of business communication regulates emerging issues. If you correctly apply the rules of communication, then criticism is perceived without offense and negative emotions.

In order to maintain a calm, working environment in the team, the leader excludes any psychological pressure. The ethics of business communication excludes threats, pressure from the manager or other employees, humiliation. Employees understand that they work in the same team, and the company is like a second family. This is the only way to achieve impressive results.

Some employees find it difficult to fit into a team. Insecure actions, low self-esteem, fears lead to anxiety and inability to cope with work responsibilities. But if the team has a healthy atmosphere and employees are friendly, then the problem will be resolved. The rules of communication in the working environment, observed by the team, will relieve unnecessary fears.

A team in which the rules of communication are applied has a healthy atmosphere. Respect is present in relation to the manager, between employees, and in contacts with customers. In such a team there is no place for gossip, it is observed trade secret and people come to work with pleasure.

Failure to comply with the rules of conduct in the work environment leads to a negative effect. A competent leader who wants the success of the company maintains a healthy environment in the team and that complies with generally accepted standards.

Business communication is a necessary part of human life, the most important type of relationship with other people. The eternal and one of the main regulators of these relations are ethical standards in which our ideas about good and evil, justice and injustice, the rightness or wrongness of people's actions are expressed. And communicating in business cooperation with his subordinates, boss or colleagues, each one in one way or another, consciously or spontaneously, relies on these ideas. But depending on how a person understands moral norms, what content he puts into them, to what extent he generally takes them into account in communication, he can both make business communication easier for himself, make it more efficient, help in solving tasks and achieving goals, and hinder this communication or even make it impossible.

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

An internal conflict between a lofty ideal and practical calculation, moral duty and immediate desire exists always and in all spheres of life. But it is especially intense in business ethics, because it is precisely in this type of communication that the main object about which it is formed is external to individuals.

The ethics of business communication can be defined as a set of moral norms, rules and ideas that regulate the behavior and attitudes of people in the course of their production activities.. It is a special case of ethics in general and contains its main characteristics. In socio-philosophical terms, the ethics of business communication is determined by the socio-economic structure of society, the structure of its social organization and the dominant type of social consciousness. In a traditional society, the main mechanism of business communication is ritual, tradition And custom. They correspond to the norms, values and standards of business communication ethics.

The primary role of the ethical norms of the ritual, the custom is given in the business communication of the ancient Chinese society. It is no coincidence that the famous Confucius (551-479 BC) puts precisely 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. His ideal man, a noble husband (jun-tzu), first shows duty, then gains benefits. Connected with this is his difference from the ignoble, "small man", which consists in the fact that: "A noble man comprehended justice, a small man comprehended profit."

As in the East, in Western Europe since ancient times, much attention has been 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 one, the Western European cultural tradition is more pragmatic. Economic, material interest comes to the fore here, along with this, much attention is paid to the status nature of communication.

The main criterion of justice in business communication, according to Aristotle, is the principle of "proportional equality", according to which "he who has suffered great labors receives much, and those who have suffered little - little." This characteristic of business communication, when economic interest, material result, profit as a concentrated criterion comes to the fore human activity and communication, becomes dominant and all-encompassing with the development of capitalism. The ultimate criterion of justice or injustice is the ability to successfully conduct business, business pragmatism. Making a profit in Protestant ethics is also considered a charitable deed. But at the same time, there is a very important condition: it must be useful to others and be done in compliance with the ethical standards of business communication and behavior in business. Such moral standards are the following: honesty, truthfulness, commitment, diligence, justice, keeping promises and contracts.

The extreme case of unethical behavior of businessmen, heads of enterprises is the violation of the law. But unethical behavior should also be considered various kinds of actions by companies that do not take appropriate measures to eliminate defects in their products, which can lead to harmful consequences for the population. Therefore, the concept of business communication ethics also includes the concern of business leaders about the quality of their products, responsibility for the harm that it can cause to the population. The second position in relation to the contradiction between ethics and business is that the observance of ethical standards in business communication is recognized as important not only from the point of view of the responsibility of businessmen to society and themselves, but also necessary for the efficiency of production. In this case, ethics is seen not only as a necessary moral imperative of behavior, but also as a means (instrument) that helps to increase profitability, helps to strengthen business connections and improving business communication. It seems that this approach is more civilized and more efficient,

The ethics of business communication should be taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise - between a leader and subordinates, between a subordinate and a leader, between people of the same status. The task is to formulate such principles of business communication that would not only correspond to each type of business communication, but also not contradict the general moral principles of people's behavior.

Business Etiquette prescribes strict observance in negotiations rules of conduct of the partner country on business. The rules of communication between people are connected with the way and style of life, national customs and traditions. All this is the result of centuries life experience, the way of life of the previous generation of this or that people. Whatever the traditions, rules of conduct, they have to be followed if, of course, you want to succeed. Here the proverb is especially true: “You don’t go to a foreign monastery with your charter.” Often you have to follow all the rules even if you don't like them. The interests of the case are higher than your tastes and passions.

There are many examples of the peculiarities of the rules of conduct for businessmen from different countries. If, for example, the Americans, emphasizing their location, pat you on the shoulder in a friendly way and willingly accept the same gesture from you, then by patting a Japanese on the shoulder or trying to give a friendly hug to a Chinese or Vietnamese, you can ruin your deal.

During a business conversation with Italians, try not to show your rejection of their loud, overly lively speech, the fervor of discussing even an insignificant issue, and when communicating with the Japanese, do not be surprised at their use of super-polite turns of speech. Super-politeness towards a partner and “humiliation” of one’s own “I” (for example, “I, unworthy, and my insignificant wife invite you, Highly Honored and Noble, to visit us”) do not interfere, but help the Japanese to conduct their business perfectly. It is difficult to find another business partner who would have calculated in advance with such scrupulousness the most incredible options for the upcoming deal and set as many different (financial, legal, etc.) traps for his negotiating partner as a Japanese. Japanese super-politeness is a kind of drug that lulls the vigilance of a negotiating partner.

It is also important to follow certain rules regarding clothes Andappearance. A fancy suit is not required at all. It is important that it is in good condition, does not hang in a bag, and the trousers should not resemble a greasy old accordion. But the costume must be appropriate to the place and time. If negotiations with partners are scheduled for the daytime, a light-colored suit will do. Pants and jacket can be of different colors. But if negotiations are going on in the evening, the suit must be dark, the shirt must be fresh, ironed, the tie must not be flashy, the shoes must be cleaned. The elegance of a business man is determined by the shirt, tie and boots, and not by the number of suits that he brought with him.

For a trip abroad, it is enough to have three sets of clothes: dark and light suits, a decent jacket and a sweater for walking. If the route of your trip passes through the countries of the East, then remember that women should not wear trousers, they should not appear on the street, in public places without stockings or tights (especially in countries that profess Islam), and men in bright ties.

It must be remembered that there are no trifles in business relations. For business, etiquette means a lot. Clothing, behavior of an entrepreneur, manager - this is his calling card. They begin to make up an idea about the guest in advance, collecting information about him. The sources of information are the behavior of a businessman on the way to the place of a business meeting, behavior in a hotel, during the meeting itself. Remember, you are surrounded by people everywhere who study you with varying degrees of partiality. Compliance with the most important rules of behavior with strangers is a sign of your respectability, good breeding, and self-confidence. There is a range rules of conduct in various types transport: plane, train, car. A long journey is conducive to a leisurely conversation. You have to be able to lead it. First of all, you should not abuse the attention of fellow travelers, do not strive to take possession of all sides of the conversation as quickly as possible, do not be overly talkative: talkativeness is a sign of bad taste. The other extreme is isolation.

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

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

The main types of business communication

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

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

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

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

Communication between superiors and subordinates

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

Communication between subordinate and superior

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

Communication between colleagues

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

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

The right goal is the way to success

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

Principles of business communication ethics

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

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

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

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

Finally

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

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

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

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 the following:

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

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

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

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

Mastering the methods of psychological diagnostics, methods of describing the psychological states of subjects production activities, individual workers, leaders, working groups;

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

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

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

In a traditional society (a society of "mechanical solidarity" according to Emile Durkheim), based on community social life, collective ideas, 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 in the business sphere, 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, and virtue in the first place in relations between people, subordinating benefit and benefit to them, although he does not oppose them to each other.

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

However, unlike the eastern, Western European, especially

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

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

In the era of "wild capitalism" (Western Europe, the USA in the 19th - mid-20th centuries), in the ethics of business communication and, in particular, business conversation 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 information, experience, abilities and results of activity are exchanged. The specificity of business communication is due to the fact that it arises on the basis and

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

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

At business people around the world there is 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 them from their lists. notebooks the names of those who, from the first meeting, did not behave according to the rules. Therefore, newly minted entrepreneurs, with all their behavior trampling on the elementary foundations of business ethics, cannot hope for success.

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

The ability to agree;

Decisiveness and justified compliance;

demanding of oneself and others;

Ability to work in stressful environments.

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

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

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

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

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

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

Psychological norms and principles contain required list psychological characteristics 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. It is necessary to look the best way, that is, dress with taste, choosing a color scheme to match your face. Carefully selected accessories are of great importance.

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

These principles are present to varying degrees and are recognized as fair in various business cultures. 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." In relation to business communication, the main ethical principle can be formulated as follows: in business communication, when deciding on

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

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

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

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

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

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

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

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

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

Particular attention should be paid to 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 head to subordinates affects the whole nature of business communication, largely determines its moral and psychological climate. It is at this level that moral standards and patterns of behavior are formed in the first place. Let's note some of them.

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

In the event of problems or difficulties associated with

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

If the employee did not follow your instructions, you must let him know that you are aware of this, otherwise he may decide that he tricked you. Moreover, if the 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 the information on this case. 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 behavior 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. Tactless can be remarks about the appearance or act, sympathy expressed in the presence of others about the intimate side of a person’s life, etc.

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

Accuracy also has 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.

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

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

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

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

Top-down business communication

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

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

Key rules and methods of leader behavior:

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

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

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

Business communication from the bottom up

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

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

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

Business communication "horizontally"

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

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

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

General requirements

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

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

Output

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