Ethical standards of human behavior. Ethical norms of distance when communicating

Business communication is a necessary part human life, the most important type of relationship with other people. The eternal and one of the main regulators of these relations are ethical norms, which express our ideas about good and evil, justice and injustice, the rightness or wrongness of people's actions. And communicating in business cooperation with his subordinates, boss or colleagues, each, 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. I would like to hope that this section, to a certain extent, will help you not only to realize those, often hidden from the first glance, problems that arise in the process of business communication and serve as an obstacle to him, but also successfully cope with them.

Each nation accumulates its life experience, gets used to looking at the world in its own way and, as a rule, does not realize that they are not able to go beyond their habits. If we understand how people in other countries act, look at the world, then our communication with them will proceed much more successfully, no matter what it is: in a business partnership, in visiting foreign countries, in private meetings.

In order to navigate well in the global shift of cultures, it is necessary to study the basics of behavior. Every country and every nation has its own traditions and customs. business ethics. In different cultures, the concept of norm is different. It depends on national, religious and other features.

Ethics (from 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. The most important categories of ethics are: good, evil, justice, good, responsibility, duty, conscience, etc.

Morality(from lat. moralis - moral) - it 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. one

Morality is a set of rules, regulations, commandments, including taboos, prohibitions on certain actions, words and deeds of people. With the help of these rules, society influences its members, directs their actions in a direction that benefits this society and protects its well-being as a whole. Morality forbids some actions and encourages others. Morality is the product of social arrangements worked out as a result of the whole history of man 2 .

An integral quality of human activity is its organization, orderliness. The effective regulators of this activity are the moral rules and norms developed in the process of evolution, aimed at maintaining and preserving life and human well-being. Ethics permeate all forms of human activity, they are universal, but in each sphere these unwritten laws acquire a specific character 3 .

The regulation of moral relations, not indicated in the legislation, in organizations occurs with the help of ethical standards.

Ethics- these are the values ​​and rules of ethics that the employees of the organization must adhere to in their activities. The rules contain rights, obligations and liability for non-fulfillment of duties or excess of rights.

The rules prohibit discrimination on the following grounds: race, language, skin color, religion, gender, sexual orientation, age, nationality, disability, work experience, beliefs, party affiliation, education, social origin, property status, etc.

It is no coincidence that the morality of civilized peoples has codes that coincide in their main principles, paradigms - “do not kill”, “do not steal”, “do not bear false witness”, etc. Let us emphasize that these principles constitute the universal basis of moral values. The main difference between morality and other rules of conduct is that it has an aura of sacredness. In other words, to give morality the highest authority and indisputability, they point to its divine origin. An example is the ten commandments that were given to Moses from above, and which he carved on the tablets (stones), symbolizing their eternity.

Moral norms get their ideological expression in general ideas, commandments, principles about how one should behave. Morality always presupposes the presence of a certain moral ideal, a role model, the content and meaning of which change in historical time and social space, i.e. in various historical epochs and different peoples. However, in morality, the due does not always coincide with the real, with the really existing moral reality, the actual norms of people's behavior. Moreover, throughout the development of moral consciousness, the inner core and structure of its change is the "contradictory and tense correlation of the concepts of what is and what should be" 4 .

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.

Concepts such as justice, honor, dignity, freedom, responsibility have a vital meaning for human existence and are filled not with abstract, but with real life content. For the establishment of these values, people often sacrificed their lives.

Confucius (often referred to in literature as Kung Tzu - the teacher of Kung) was one of the first to formulate in a negative form a categorical imperative of behavior that has universal significance and is applicable in business communication as well: do not do to others what you do not wish to yourself". 5

The positive form of this classical formulation is given by Immanuel Kant. However, Confucius contains a large number of sayings on the ethics of communication and business conduct. First of all, they relate to the principles of communication between a leader and a subordinate and the disclosure of those norms and principles of communication that make it the most effective and efficient from an ethical point of view. Here are some of them, very worthy of reflection on them 6 .

“The ruler must be the ruler, and the subject must be the subject, the father must be the father, and the son must be the son.”

· "When the ruler loves justice, no one will dare to be disobedient; when the ruler loves the truth, no one among the people will dare to be dishonest."

“Be reverent in your dealings and deal honestly with others.”

“I listen to people’s words and look at their actions.”

“Keep two ends, but use the middle.”

· "A noble man, when he leads people, he uses the talents of everyone, a small man, when he leads people, he requires universals from them."

“To lead untrained people to fight means to abandon them.”

“Noble men in disagreement are in harmony; for small people, there can be no harmony even with consent.

· “When you don't talk to someone you can talk to, you miss out on talents; but when you speak to those with whom it is impossible to speak, then you waste words in vain. But the smart one does not miss anyone and does not waste words in vain.

· “Next to a noble husband, three mistakes are made: to speak when it is not the time to speak is recklessness; not to speak when it is time to speak is secretiveness; and to speak without noticing his facial expressions is blindness.

· “A noble husband… when he looks, he thinks whether he saw clearly; but hears - thinks whether he heard correctly; he thinks whether the expression of his face is affectionate, whether his manners are respectful, whether his speech is sincere, whether his attitude to business is reverent; when in doubt, he thinks about seeking advice; when he gets angry, he thinks about negative consequences; and before gaining something, he thinks about justice.

· “He will be human, who will be able to embody the five virtues everywhere in the Celestial Empire… Respect, generosity, truthfulness, sharpness, kindness. Respect does not bring humiliation, generosity conquers everyone, truthfulness inspires people's trust, sharpness allows you to achieve success, and kindness makes it possible to command people. “If for people who were forced to work, choose feasible work, then which of them has anger?”.

· “To execute those who were not instructed means to be cruel; to demand execution without warning in advance is to show violence; to delay with the order and at the same time seek urgency is to cause damage; and in any case, to be stingy when extraditing, giving something to people, means to act publicly.

“Without knowing the ritual, you will not be able to establish yourself.”

“When you cannot correct yourself, how will you correct others?”

The sayings of the great philosopher concerning the ethical standards of communication have not lost their relevance in our days. Following them will undoubtedly be of great help in establishing effective interaction and will help to avoid many mistakes in business communication. In fact, how can that “ path of the golden mean", - the path of compromise, which was preached by teacher Kun, arguing the need " Hold two ends and use the middle"? His aphorism “I listen to the words of people and look at their actions” sounds no less relevant today, expressing the need to observe the unity of word and deed, the need to check the word with deed. Is it possible to disagree with the thinker's opinion that in business communication everyone should correspond to their status and take into account the status of the other, etc.? 7

The activity of each employee and organization as a whole becomes effective when it is regulated by some special ethical rules, which are not only based on universal moral values, but also take into account specific conditions this organization or working group. Codes of such rules are usually called professional ethics. One of the most important forms professional ethics the ethics of business communication has also become, since the main factor here is people!

The ethics of business communication is based on such moral rules and norms of behavior of partners, which, ultimately, contribute to the development of their cooperation. The meaning of these rules and norms is to strengthen mutual trust, to constantly inform the partner about their intentions and actions, to exclude deception and disorientation of the partner. In this regard, many professional codes of honor have been developed.

Business ethics is a system of principles and rules of behavior of subjects entrepreneurial activity, their communication and style of work, manifested at the micro and macro levels market relations 8 .

Micro-level of business ethics- these are moral and moral relations within the entrepreneurial organization, between the employer, managers, employees, as well as between the organization and shareholders.

Macro level of business ethics are moral and ethical relations between the macro-subjects of the market economy.

Tasks of business ethics are:

1. Studying the historical experience in the field business relations.
2. Analysis of the influence of religious and cultural values ​​on the economic behavior of subjects.
3. Studying the mutual influence of corporate and universal ethics.
4. Integration with the international culture of entrepreneurship, with its moral and psychological standards.
5. Studying the problem social responsibility business.
6. Moral and ethical education of business entities.
7. Development of ethical principles for certain business situations.

Corporate ethics may consist in company traditions, symbols, legends, transmitted orally to each newcomer of this work collective. It is now practiced to formulate corporate ethics in writing. It lists the rules of conduct for a member of the corporation in relation to employees "horizontally" and "vertically", to the partners of the organization and its clients, to the media and authorities.

The general moral principle of human communication is contained in the categorical imperative of I. Kant: “ Act in such a way that the maxim of your will may always also have the force of the principle of universal legislation.". Applied to business communication basic ethical principle can be formulated as follows: in business communication, when deciding which 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 the coordination of interests of all parties.

The ethics of business communication should be based on 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 not an easy task at all.

Once again, I would like to draw your attention to Golden Rule ethics of communication: treat others the way you would like to be treated. This rule is also applicable to business communication, but in relation to its individual types: “top-down” (manager-subordinate), “bottom-up” (subordinate-manager), “horizontally” (employee-employee) requires specification. In business communication "top-down", 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.

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. The norms and principles are understood as what behavior in the service is ethically acceptable, and what is not. These norms relate, first of all, to how and on the basis of what orders are given in the management process, what is the official discipline that determines business communication, without observing the ethics of business communication between a leader and a subordinate, most people feel uncomfortable in a team, morally unprotected.

The attitude of the leader to subordinates ("top-down") influences the whole nature of business communication, largely determines its moral and psychological climate.
It is at this level that the first moral standards and patterns of behavior .

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

2. If there are problems and 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.

3. If the employee did not comply with your order, 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.

4. A remark to an employee must comply with ethical standards. Gather all the information on this case. Choose the right form of 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.

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

6. Then, when appropriate, use the "sandwich" technique - hide criticism between two compliments. End the conversation on a friendly note and soon find time to talk to the person to show him that you are not holding a grudge.

7. Never advise a subordinate how to act in personal matters. If the advice helps, you will most likely not be thanked. If it doesn't help, you will be held responsible.

8. Don't overgrow with pets. Treat employees as equal members and treat everyone with the same standard.

9. Never give employees the opportunity to notice that you are not in control if you want to maintain their respect.

10. Observe the principle of distributive justice: the greater the merit, the greater should be the reward.

11. Encourage your team even if success is achieved mainly due to the success of the leader himself.

12. Strengthen the subordinate's self-esteem. A job well done deserves not only material, but also moral encouragement. Do not be lazy to once again praise the employee.

13. The privileges you give yourself should be extended to other members of the team.

14. Trust employees and admit your own mistakes at work. The members of the collective will still, one way or another, learn about them. But concealing mistakes is a manifestation of weakness and dishonesty.

15. Protect your subordinates and be loyal to them. They will answer you the same.

16. Choose the right form of order, considering, first of all, two factors:
1) the situation, the availability of time for nuances,
2) the personality of the subordinate - who is in front of you, a conscientious and skilled worker or a person who needs to be pushed at every step. Depending on this, one should choose the most ethically acceptable norms of behavior and forms of command.

Order forms can be: order, request, request and the so-called "volunteer".
« Volunteer” (“Who wants to do this?”) is suitable for a situation where no one wants to do the job, but, nevertheless, it must be done. In this case, the volunteer hopes that his enthusiasm will be appropriately appreciated in future work.

Order. Most often it should be used in an emergency, as well as in relation to unscrupulous employees.

Request. It is used in the event that the situation is ordinary, and the relationship between the leader and the subordinate is based on trust and goodwill. This form allows the employee to express his opinion on the problem if for some reason it cannot be solved. And if you pronounce the phrase in an appropriate way, then the employee will have no doubt that this is an order.

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

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 your ally, but you can also turn him against yourself, make him your ill-wisher.

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

1. Try to help the leader in creating a friendly moral atmosphere in the team, strengthening fair relations. Remember that your supervisor needs it first.

2. 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 can’t directly order something from him, but you can say: “How would you feel if ..?” etc.

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

4. 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.

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

6. Do not ask for help, advice, suggestions, etc. "over the head", directly to your leader's supervisor, except in an emergency. Otherwise, your behavior may be regarded as disrespect or disregard for the opinion of the boss or as a doubt about his competence. In any case, your immediate supervisor in this case loses authority and dignity.

7. If you have been given responsibility, gently raise the issue of your rights as well. Remember that responsibility cannot be exercised without an appropriate degree of discretion.

Next, we will consider ethics of business communication "horizontally". The general ethical principle of communication is “horizontally”, i.e. 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 to be treated.". 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 a few principles of business communication ethics between colleagues:
1. Do not demand any special treatment or special privileges from the other.

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

3. If your responsibilities overlap with 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.

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

5. If you are asked to temporarily transfer your employee to another department, do not send unscrupulous and unskilled people 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.

6. Don't be prejudiced against your colleagues. As far as possible, discard prejudice and gossip in dealing with them.

7. Call your interlocutors by name and try to do it more often.

8. Smile, be friendly and use a variety of techniques and means to show a kind attitude towards the interlocutor. Remember - what you sow is what you reap.

9. Don't make promises you can't keep. Do not exaggerate your importance and business opportunities. If they do not justify, you will be uncomfortable, even if there were objective reasons for this.

10. Do not climb into a person's soul. At work, it is not customary to ask about personal matters, and even more so problems.

11. Try to listen not to yourself, but to the other.

12. Do not try to seem better, smarter, more interesting than you really are. Sooner or later it will still come out and fall into place.

13. Send impulses of your sympathy - with a word, look, gesture, let the participant in the conversation understand that he is interested in you. Smile, look straight into your eyes.

14. Treat your colleague as a person to be respected in his own right, not as a means to your own ends 9 .

Most of the above recommendations, norms and principles of business communication ethics are widely accepted and fairly standard. However, in real life many situations of business communication and behavior are very contradictory and it is not easy to qualify them from the point of view of "moral-immoral", "right-wrong". Everything is up to you. However, I would like to emphasize once again structure-forming components of business ethics :

1. Honesty and integrity in business communication. Deception cannot be the basis of normal economic process. Every entrepreneur is tempted to be a little less ethical than his competitors—not so much as to go beyond the moral code, but so much as to gain an advantage and remain competitive. The entrepreneur has to balance on the edge of what is morally and legally permissible. Reputation is expensive not only in monetary terms, but also in social and psychological dimensions.

2. freedom. Respect for freedom should be regarded as the highest virtue. Everyone should value the freedom not only of their actions, but also of their partner, competitor, which is expressed in the inadmissibility of interference in their affairs, infringement of their interests. The principle of freedom becomes one of the fundamental in relationships with subordinates. Competent employees are usually free and independent in solving problems, they are proud of their activities.

3. Conflict-free communication(We will consider this topic separately, devoting an entire section to this). This component assumes:

Tolerance for the weaknesses and shortcomings of partners, clients, subordinates. Tolerance gives rise to mutual trust, understanding and frankness, and also helps to “extinguish” conflict situations in their very bud. One should develop a sense of self-control of emotions, develop the habit of restraint and not lose self-control;
- tact is, first of all, an orientation towards humanity and nobility, attentiveness and courtesy. To be tactful means in any situation to be aware of your subordinate, partner or client as an inherently valuable human person, taking into account his gender, age, nationality, temperament, etc.;
- delicacy - a sensitive, subtle attitude towards colleagues, subordinates, partners, to their feelings. Delicacy is a special, peculiar only to highly professional managers and entrepreneurs, a form of displaying correctness and sincerity in communication. It helps to solve business problems with the least moral and psychological costs.

4. Justice- Objective assessment personal and business qualities partners, clients, subordinates, recognition of their individuality, openness to criticism, self-criticism. Injustice towards subordinates and colleagues with better abilities leads to a loss of respect and the transformation of the leader's power from actual to nominal.

Ethical rules and norms establish generally accepted criteria for "right" and "wrong" behavior. Just like rituals, ethical norms have been developed by mankind in order to avoid unnecessary conflicts and find mutual understanding for survival and well-being. “Correct” behavior is socially approved and guarantees a person acceptance by others and providing him with help and support. Society punishes "wrong" behavior with indifference, isolation, refusal to help, contempt, ridicule.

Violation of ethics can occur either from ignorance of generally accepted norms, bad upbringing, or their fundamental violation. In the latter case, this type puts himself outside the rules, and is not socially approved.

To increase the level of ethical behavior of managers and employees, organizations are currently developing ethical codes, describing the system of common values ​​and rules of ethics of the organization, which employees must adhere to. They are necessary to describe the goals of the organization, create a healthy ethical atmosphere and provide ethical guidance in the decision-making process. A code of ethics can be developed for the organization as a whole. It can also be created for certain functional units in order to solve specific ethical problems.

See appendix: Code of Business Ethics for Open joint-stock company"Russian railways”, approved by the Board of Directors of Russian Railways on November 16, 2006.

The codes clarify what personal qualities employees must have; principles of interaction "boss - subordinate", principles of interaction with external organizations; positions of representatives of the organization during negotiations; features of the activities of employees in other states; use by employees of the organization of official information and much more.

In order for the rules of the code of ethics to be valid, they must actually meet the following requirements:
- they should be somewhat higher than the existing practice, orient employees to something more than is currently accepted, while remaining feasible for execution;

Deviation from their execution by someone should be actually visible and easily assessed by others, i.e. rules should be such that their violation is immediately recorded.

It should be noted that the complexity professional activity is always associated with high professional responsibility of employees. In this regard, not only the role of technological and labor discipline, but the importance of a healthy moral and psychological climate in work collective 10 .

In achieving a moral effect in the communication of employees leading value has the moral behavior of their leader. N. Machiavelli's advice is known when he taught that the relationship between the people and the sovereign is never unambiguous, because love for him rarely coexists with fear for him, and therefore it is better for a wise sovereign to rely on the fear of people. For this statement, he has the following justification: "... they love sovereigns at their own discretion, but they are afraid - at the discretion of sovereigns ...". Psychologically, it is difficult to disagree with the author of the above words, but from the point of view of ethics, this is a civilized solution to the problem. Any government needs a healthy moral relationship between those in power and those who carry out their decisions. “The most important capital of the nation,” wrote N.G. Chernyshevsky, “ moral qualities people."

The choice of behavior and ways of communication is often determined by the presence of heterogeneous factors of the situation and personality characteristics. To demonstrate the complex of moral dilemmas that await a business person in communication, we will use the following test. After passing the test "Assessing the level of ethical organization" 11, determine your value system in the following situations, using the following code: totally agree - SS; agree with; disagree - NS, completely disagree - SNS.

normativity- a property of morality and law that allows you to regulate people's behavior, and at the same time the result of the action of traditions and norms of relationships between people and the social environment. For a correct understanding, it is necessary to distinguish between traditions and norms, not to identify their social functions.

Traditions- a specific, creative way of functioning of norms and stereotypes of behavior. Stereotypes help to remove uncertainty, eliminate ambiguity and thereby facilitate the process of organizing one's own behavior for a person.

All social and legal norms(from lat. - rule, pattern) are determined to influence the volitional behavior of people, and the subject of this regulation is the relationship between the individual and society.

Code of Conduct-common patterns of behavior. Depending on the type of social control, the norms of behavior are habitual cultural patterns of activity and customs accepted in society or a social group and not valid outside it.

Ethical norm of behavior- one of the simplest forms of moral requirements for the individual. On the one hand, it is an element of moral relations (custom), constantly reproduced by the power of mass habit, example, supported by public opinion, and on the other hand, it is a form of moral consciousness, taking shape in the form of a command to oneself, requiring mandatory implementation based on one's own ideas of good and evil, duty, conscience, justice.

Formation of ethical standards behavior occurs in the course of the evolutionary development of mankind, taking the form of universal moral values, developed by each society in its concrete historical originality, as well as by individual social groups and each individual individually. By belonging to the carriers of value, one can distinguish universal, general, group and personal ethical norms.

Universal Ethics- express the universal moral requirements of the hostel. They are formulated in the "golden" rule of ethics: act towards others as you would like to be treated towards you.

The general ethical norms of morality prevailing in a society extend their requirements to all members of a given society, acting as a means of regulating and evaluating relations and interactions between people.

In the course of expanding social experience, a person is included in various social groups, being, as a rule, simultaneously a member of several groups. So, entering the service, he enters the team, which is a complex system of formal and informal groups, groupings, each of which establishes own system values ​​and develops its own ethical rules on their basis. Between these rules there is always some degree of inconsistency, and sometimes contradictions.

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

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

So, the behavior of a person performing professional service activities is difficult to determine. It is controlled by external ethical regulators (general human values, morality prevailing in society, group norms) and internal mechanisms of self-regulation (self-consciousness, self-esteem, motivational sphere, attitudes on the basis of which personal norms are formed). These regulators are in a complex dynamic contradictory interaction with each other. At every moment, they give a person the right to make a moral choice based on the external requirements placed on him.

Communication of civilized people is impossible without ethical principles, norms and rules. Without having or not observing them, people would take care only of their own interests, would not notice anyone and nothing around, thereby losing their relationship with others. Ethical norms and behavioral rules contribute to the cohesion and unification of society.

What it is?

Ethics is a set of rules that determine the degree of adequacy of behavior during any interaction with another person. Ethical norms, in turn, just represent the norms, thanks to which human contacts become pleasant for everyone. Of course, if you don't follow etiquette, you won't go to jail, and you won't have to pay a fine, because the justice system doesn't work. But censure of others can also become a kind of punishment, acting from the moral side.

Work, school, university, shop, public transport, home - in all these places there is an interaction with at least one person or more. In this case, the following methods of communication are usually used:

• facial expressions;
• movement;
• Speaking.

Each of the actions is evaluated by strangers, even if they are not related to what is happening. The main thing is to understand that you cannot purposefully insult, humiliate and be rude to others, as well as cause them pain, especially physical pain.

Kinds

Ethical norms of communication are conditionally divided into two types: mandatory and recommended. The first moral principle forbids harming people. Contraindicated actions during communication - the creation of negative energy and similar feelings in the interlocutor.

In order not to create prerequisites for conflict, one should restrain negative emotions and understand that Each person has a personal opinion, and legal norms do not prohibit expressing it. This attitude should apply to all people, and especially teenagers who are prone to excessive emotional outbursts in a dispute or quarrel.

• it is important to remember self-esteem;
• do not forget about modesty;
• always treat people with respect and do not even mentally restrict any of their rights.

At the same time, communication motives are the determining factor; they can also be divided into several types.

• Positive: in this case, a person tries to make the interlocutor happier, respect him, show love, understanding, create interest.
• Neutral: here there is only information transfer of one person to another, for example, during work or other activities.
• Negative: indignation, anger and other similar feelings - all this is acceptable if you have to face injustice. However, it is important to control oneself so that such motives do not turn into illegal actions.

Even the last point relates to ethics, like the rest, because all of the above is based on the motives of high morality. It is a completely different matter when a person is guided by base motives, wanting to commit deceit, revenge, or deliberately deprive someone of Have a good mood. This behavior is contrary to ethics, although it may have some exceptions.

Of course, general ethical principles apply to every person, whoever he is, but the so-called business world managed to create and own rules communication, which must also be observed while in the appropriate environment. In fact, they differ only in the presence of a constant formality. These rules sound very accessible.

• There is no absolute truth even in morality, and it is the highest human judge.
• If you want to change the world, start with yourself. Praising others, find claims in your direction. Forgiving the misdeeds of others, always punish yourself.
• It depends only on the person himself how he will be treated.

• develop special ethical standards;
• create personal ethics commissions;
• properly train employees and instill in them respect for ethical standards and for each other.

Thanks to such decisions, a certain therapeutic effect is created for the entire team, helping to create or improve a moral atmosphere, increase loyalty and not forget about morality. The reputation of the firm will also improve.

Basic Rules

The concept of "ethics" and its rules should be known to all self-respecting people. Moreover, the basics of good tone are quite simple - remembering and observing them will not be difficult.

Communication in one's own home with relatives can be of any character acceptable to a particular family, however, when entering society, behavior with other people must comply with generally accepted standards. Many adhere to the statement that there is only one opportunity to make a proper impression on a stranger, and this is remembered with each new acquaintance. In order for everything to go well, it is important not to forget about the implementation of a few simple rules.

• It doesn't matter if it's in a fun company or at an official event, strangers should first be introduced to each other.
• Names are a very important detail, so you need to try to remember each one.
• When a man and a woman meet, the representative of the stronger sex, as a rule, begins to speak first, but there may be an exception if he is a famous person or there is a business meeting.

• Seeing a significant age difference, the younger should introduce himself to the older one first.
• If possible, you should rise when an acquaintance occurs.
• When the acquaintance has already taken place, the one who is higher in rank or position in society or the older person continues the interaction. A different alignment is possible when an awkward silence occurs.
• If you had to sit down with strangers at the same table, it is necessary to make an acquaintance with those sitting nearby before the start of the meal.
• When shaking hands, the gaze should be directed into the eyes of the person opposite.
• The palm for the handshake is extended in a vertical position with the edge down. This gesture shows that the interlocutors are equal.
• Gestures are as important a component of communication as words, so you need to follow them.
• Shaking hands with a glove is not worth it, it is better to take it off even on the street. However, women do not have to do this.
• After a meeting and greeting, they usually find out how the interlocutor is doing, or how he is doing.
• The content of the conversation should not touch on topics, the discussion of which will cause discomfort to one of the parties.

• Opinions, values, and tastes are personal things and should either not be discussed at all, or done with care so as not to hurt anyone's feelings.
• If you want to show your personality with better side, you can’t praise yourself, otherwise you will achieve the opposite result, since boasting is not encouraged.
• The tone of conversation should always remain as polite as possible. The interlocutor, most likely, is not to blame for the problems of personal relationships of another person, and a gloomy look will only repel and upset him.
• If the place of action is a company of three or more people, then you should not whisper with someone.
• After the end of the conversation, it is important to say goodbye competently and culturally in order to prevent an unforgivable violation.

Not only adults, but also children should conscious age know the listed rules governing their behavior in the future. To regulate ethics and good manners for your child means to raise him as a worthy person who will be accepted into society. However, you should not only tell the kids how to behave with other people. It is much more important to show this by example, which serves as proof of correct behavior.

Morality and etiquette

These concepts are a whole science of courtesy and politeness. Morality can also be called a code of morality and decency. All this affects the behavior of people, their communication and attitude towards each other. There are many historical examples of the management of a society especially interested in morality.

The established norms included in the concept of etiquette determine the type of a particular person, referring him, for example, to good or evil, depending on how he presents himself in public.

It is senseless to deny the great influence of moral principles on the culture of the whole world, starting from ancient times. Since then, and to this day, informal rules are passed from parents to children. Something remains unchanged for centuries, while the other changes when it completely loses its relevance. This means that for each time there are their own concepts, as well as for each individual people or even a single family.

Discussions about the correctness or errors in personal judgments of people, different in their temperament and upbringing, can be endless, but everyone will find their own arguments in favor of one or another principle or contrary to the objection.

For information on how to behave in society, see the video below.

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Communication of civilized people is impossible without ethical principles, norms and rules. Without having or not observing them, people would take care only of their own interests, would not notice anyone and nothing around, thereby losing their relationship with others. Ethical norms and behavioral rules contribute to the cohesion and unification of society.

What it is?

Ethics is a set of rules that determine the degree of adequacy of behavior during any interaction with another person. Ethical norms, in turn, just represent the norms, thanks to which human contacts become pleasant for everyone. Of course, if you don't follow etiquette, you won't go to jail, and you won't have to pay a fine, because the justice system doesn't work. But censure of others can also become a kind of punishment, acting from the moral side.

Work, school, university, shop, public transport, home - in all these places there is an interaction with at least one person or more. In this case, the following methods of communication are usually used:

• facial expressions;
• movement;
• Speaking.

Each of the actions is evaluated by strangers, even if they are not related to what is happening. The main thing is to understand that you cannot purposefully insult, humiliate and be rude to others, as well as cause them pain, especially physical pain.

Kinds

Ethical norms of communication are conditionally divided into two types: mandatory and recommended. The first moral principle forbids harming people. Contraindicated actions during communication - the creation of negative energy and similar feelings in the interlocutor.

In order not to create prerequisites for conflict, one should restrain negative emotions and understand that Each person has a personal opinion, and legal norms do not prohibit expressing it. This attitude should apply to all people, and especially teenagers who are prone to excessive emotional outbursts in a dispute or quarrel.

At the same time, communication motives are the determining factor; they can also be divided into several types.

• Positive: in this case, a person tries to make the interlocutor happier, respect him, show love, understanding, create interest.
• Neutral: here there is only information transfer of one person to another, for example, during work or other activities.
• Negative: indignation, anger and other similar feelings - all this is acceptable if you have to face injustice. However, it is important to control oneself so that such motives do not turn into illegal actions.

Even the last point relates to ethics, like the rest, because all of the above is based on the motives of high morality. It is a completely different matter when a person is guided by base motives, wanting to commit deceit, revenge, or deliberately deprive someone of a good mood. This behavior is contrary to ethics, although it may have some exceptions.

Of course, general ethical principles apply to every person, no matter who he is, but the so-called business world has managed to create its own rules of communication, which must also be observed while in the appropriate environment. In fact, they differ only in the presence of a permanent formality. These rules sound very accessible.

• There is no absolute truth even in morality, and it is the highest human judge.
• If you want to change the world, start with yourself. Praising others, find claims in your direction. Forgiving the misdeeds of others, always punish yourself.
• It depends only on the person himself how he will be treated.

• develop special ethical standards;
• create personal ethics commissions;
• properly train employees and instill in them respect for ethical standards and for each other.

Thanks to such decisions, a certain therapeutic effect is created for the entire team, helping to create or improve a moral atmosphere, increase loyalty and not forget about morality. The reputation of the firm will also improve.

Basic Rules

The concept of "ethics" and its rules should be known to all self-respecting people. Moreover, the basics of good tone are quite simple - remembering and observing them will not be difficult.

Communication in one's own home with relatives can be of any character acceptable to a particular family, however, when entering society, behavior with other people must comply with generally accepted standards. Many adhere to the statement that there is only one opportunity to make a proper impression on a stranger, and this is remembered with each new acquaintance. In order for everything to go well, it is important not to forget about the implementation of a few simple rules.

• It doesn't matter if it's in a fun company or at an official event, strangers should first be introduced to each other.
• Names are a very important detail, so you need to try to remember each one.
• When a man and a woman meet, the representative of the stronger sex, as a rule, begins to speak first, but there may be an exception if he is a famous person or there is a business meeting.

• Seeing a significant age difference, the younger should introduce himself to the older one first.
• If possible, you should rise when an acquaintance occurs.
• When the acquaintance has already taken place, the one who is higher in rank or position in society or the older person continues the interaction. A different alignment is possible when an awkward silence occurs.
• If you had to sit down with strangers at the same table, it is necessary to make an acquaintance with those sitting nearby before the start of the meal.
• When shaking hands, the gaze should be directed into the eyes of the person opposite.
• The palm for the handshake is extended in a vertical position with the edge down. This gesture shows that the interlocutors are equal.
• Gestures are as important a component of communication as words, so you need to follow them.
• Shaking hands with a glove is not worth it, it is better to take it off even on the street. However, women do not have to do this.
• After a meeting and greeting, they usually find out how the interlocutor is doing, or how he is doing.
• The content of the conversation should not touch on topics, the discussion of which will cause discomfort to one of the parties.

• Opinions, values, and tastes are personal things and should either not be discussed at all, or done with care so as not to hurt anyone's feelings.
• If you want to show your personality from the best side, you cannot praise yourself, otherwise you will achieve the opposite result, since boasting is not encouraged.
• The tone of conversation should always remain as polite as possible. The interlocutor, most likely, is not to blame for the problems of personal relationships of another person, and a gloomy look will only repel and upset him.
• If the place of action is a company of three or more people, then you should not whisper with someone.
• After the end of the conversation, it is important to say goodbye competently and culturally in order to prevent an unforgivable violation.

Not only adults, but also children, from a conscious age, should know the listed rules that regulate their behavior in the future. To regulate ethics and good manners for your child means to raise him as a worthy person who will be accepted into society. However, you should not only tell the kids how to behave with other people. It is much more important to show this by example, which serves as proof of correct behavior.

Morality and etiquette

These concepts are a whole science of courtesy and politeness. Morality can also be called a code of morality and decency. All this affects the behavior of people, their communication and attitude towards each other. There are many historical examples of the management of a society especially interested in morality.

• democracy of communication between a manager and subordinates, colleagues at work;
• its availability, attentiveness;
• the ability to create a friendly atmosphere of trust;
• courtesy and correctness in handling;
• accuracy and responsible attitude to this word.

Business ethics is professional ethics that regulates the system of relations between people in the field of business. Ethics of business relations deals with the analysis of relationships between business partners from the standpoint of interpreting moral assessments of the reasons for success or failure in any activity, in particular, in commercial and managerial. Translated from the Greek language, ethics means custom, disposition. Ethics is based on principles that guide correct behavior. For the first time, the term "ethics" was used by Aristotle, who lived in ancient times and raised the question of what people should do in order to perform correct, moral deeds. Ethics - the doctrine of morality and morality. The most important categories of ethics: good, evil, justice, duty, conscience, responsibility, etc. Depending on how a person understands moral norms, what content he puts into them and to what extent he takes into account in communication, he can either facilitate business communication, make its effective, achieve its goals, or make this communication very difficult. Since in business communication people strive to achieve not only common, but also significant personal goals, then in business relations the so-called golden rule of ethics is of particular relevance: “What you do not wish for yourself, do not do to others” (Confucius). This rule is the moral regulator of business relations, which prevents boundless selfishness in partnerships. Civilized societies with developed markets have found that moral business is ultimately more profitable than immoral business that destroys business partnerships. Ethics of business relations is based on such rules and norms of behavior that ultimately develop cooperation, strengthen business relations, coordinate or even harmonize interests. A concrete expression of this is the strengthening of mutual trust, openness of intentions and actions. However, putting ethical principles into practice is far from easy. In a market economy, which provides freedom of action to its participants, business people often face moral dilemmas in the course of their activities and communication. They arise from the contradictions of life itself: on the one hand, a person seeks to behave morally, properly, focusing on a moral ideal, and on the other hand, he needs to satisfy his needs, which is often associated with a violation of moral standards. Thus, ideal norms come into conflict with the actual norms of people's behavior, a lofty ideal may not coincide with practical calculation. The effectiveness of business communication can be significantly improved if you follow the provisions developed by the practice of communication itself. You should know that:

In morality there is no absolute truth and no supreme judge among men;

When it comes to the ethical failures of others, one should not make "moral flies" into "moral elephants";

In morality, one should praise others, and make claims against oneself;
- the moral attitude of others towards 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." Without observing the ethics of business communication between a leader and a subordinate, many people experience discomfort, feel morally unprotected.

2.2. The system "Head-subordinate"

Compliance with the principles of business ethics is very important in the process of communicating with partners, as it serves for the partner as the most reliable confirmation of the true image of the company. The first impression of communication with company employees is very difficult (and expensive) to correct. Hence - a special approach to hiring staff directly communicating with the client. In turn, the ethics of business relations can be considered in a broader context - in the context of professional ethics and the moral culture of a person in general. Professional ethics is a code of conduct that prescribes the type of relationship that appears to be the best in terms of the performance of employees in their job duties in a particular professional field (in the production of products, in the provision of services, etc.). One of the main elements of the culture of communication is the moral behavior of people. This behavior is based on universal moral principles and norms - respect for human dignity, honor, nobility, decency, correctness, a sense of duty, accuracy, etc. Actually, they form the moral basis of business relations. Principles are abstract, generalized ideas that enable those who rely on them to correctly shape their behavior, their actions, their attitude to something. In relation to the principles of business ethics, the above is formulated as follows: principles of business ethics, i.e. professional ethics, give a specific employee of ours, and indeed in any organization, a conceptual ethical platform for decisions, actions, actions, interactions, etc. . There is no disagreement among business theorists and practitioners on the scale of the global economy as to which principle should open the list of ethical principles and norms, both for the subjects of ethics - individual employees, and for the collective carriers of ethical principles - organizations. The central position of the so-called gold standard is generally accepted: "Within the framework of your official position, never allow in relation to your subordinates, to management, to colleagues of your official level, to clients, etc. such actions that you would not want to see in relation to yourself." The order of the principles of business ethics considered below is not determined by their significance. The second principle: fairness is necessary in providing employees with the resources necessary for their work activities (cash, raw materials, material, etc.). The third principle requires the obligatory correction of an ethical violation, regardless of when and by whom it was committed. According to the fourth principle, called the principle of maximum progress, the official behavior and actions of an employee are recognized as ethical if they contribute to the development of the organization (or its divisions) from a moral point of view. The logical continuation of the fourth principle is the fifth - the principle of minimum progress, according to which the actions of an employee or organization as a whole are ethical if they at least do not violate ethical standards. The essence of the sixth principle is as follows: ethical is the tolerant attitude of the employees of the organization to the moral principles, traditions, etc. that take place in other organizations, regions, countries. The seventh principle recommends a reasonable combination of individual relativism and ethical relativism with the requirements of universal human ethics. According to the eighth principle, individual and collective principles are equally recognized as the basis for developing and making decisions in business relations.