The situation in the ethics of business communication. Business ethics of communication. Ethics and etiquette of business communication. What it is

Business communication is a form of communication interaction that is based on basic principles, norms and rules business etiquette and is characterized by a focus on the relationship with subjects or a group of subjects to obtain mutually beneficial results. Subjects who take part in professional communication interaction, observe the official style of communication and are aimed at obtaining a result, as a result of solving the assigned tasks, and achieving the established goals.

The skills of competently conducting a business conversation and a correct understanding of the peculiarities of the personal characteristics of the interlocutor, his goals, objectives and interests, can be considered the determining factors for successful professional meetings and negotiations.

Ethics of Business Communication

Unlike other types of communication interactions, for example, personal or social, business communication has its own meaningful characteristics and attributes. Allocation of such features allows you to give a more specific and complete definition of the concept of "business communication".

The ethics of business communication is determined by how successfully the distinctive features of the national psychological species preserved in group ideas about the state, nationality, in phraseological phrases that contain generalized characteristics of the image are taken into account.

Knowledge of the national and understanding of the psychological types of different nationalities, their traditions, customs, the identity of the cultural and historical heritage, their morals, language, features of expression of feelings, temperament, is urgently needed by a business person, regardless of his field of activity, professional orientation, since it contributes to effective communication , overcoming national egoism, fostering a respectful attitude towards the culture of other peoples.

The ethics of business communication is basically based on a variety of sciences, in particular on the psychology of management and communication, ethics, scientific organization labor. The study of the ethics of communication is conditioned by the needs of the modern world. Psychology and ethics of business communication are the pillars of a successful interaction with various individuals.

A person, regardless of his role (a leader or middle manager, a simple entrepreneur or a civil servant), must certainly be able to clearly formulate his own thought, argue his point of view, analyze the partner's judgments, evaluate critically relevant statements and proposals. For this, the most important condition is the ability to listen to the interlocutor, to lead and direct the conversation correctly, to create a friendly atmosphere during communication, and to make a positive impression. All these skills are impossible without appropriate preliminary training.

The central link in the ethics of communication is directly the personality of the leader or subordinate. In order to become a professional and an excellent specialist in any industry, it is not enough to have the proper knowledge and skills, skills of interpersonal interaction. In addition, you also need to have an appropriate level of speech culture and internal culture. The culture of speech and business communication are closely interconnected.

Today, ethical argumentation is represented by the two most common principles of its construction: the principle of utilitarianism and the moral imperative. The principle of utilitarianism is based on an action that will be considered morally justifiable, provided that it tends to benefit the maximum number of persons. The amount of damage caused is compared with the total benefit of the action. If the damage outweighs, then the decision is considered unethical. In cases where any alternative actions will cause damage to some extent, then the path of least damage is chosen. The principle of the moral imperative is based on the fact that moral decisions under no circumstances depend on a specific consequence (i.e. a bribe is bad, deceiving one consumer is as immoral as many).

Business etiquette is considered the most important aspect of people's professional behavior. Knowledge of etiquette is urgently needed professional quality that needs to be acquired and improved. The role of business communication in the success of any business is difficult to overestimate. It is necessary part of life of individuals, the most important type of interaction with other individuals. After all, it is in communication that a certain system of goals is developed, which is characterized to some extent by stability. To be successful in conversations with business partners, you must understand and take into account their interests. No less important for people is the ability to correctly formulate and express their thoughts, to achieve mutual understanding in solving problems in the direct interaction of individuals.

Psychology of business communication

Psychologically, communication interaction is at the same time an exchange of actions, thoughts, emotional experiences, feelings and the focus of a person on himself, his own soul, conscience, dreams.

Psychology and ethics of business communication are integral parts of a complex of sciences that are based on basic categories and the principles of most sciences.

The effectiveness of business communication interaction is primarily due to the activities of the subjects. Such activity has a socially significant equivalent, which can be measured, ultimately, by such a valuable and important indicator as monetary resources.

Business communication helps to establish connections and develop relationships aimed at cooperation and partnerships between coworkers, bosses and subordinates, companions, rivals and competitors. A specialist, not to mention a manager, will never be successful in an activity if he does not possess at least the basics of business communication. Communication interaction requires a high psychological culture from the individual.

Successful business communication also requires constant study and consideration of the emotional aspects of the relationship. Business people often think that there is no place for feelings in business, but they are very mistaken. After all, not paying attention to the feelings and emotional experiences of employees, you can bring the team to serious conflicts that will cost the company dearly. Reason and emotions are inseparable components of the subject. During communication with a partner or colleague, many different signals are sent to their senses.

There are certain techniques with which you can turn the disposition of the interlocutor in your direction. The "proper name" technique is based on the obligatory pronunciation of the interlocutor's name aloud. "Mirror of attitude" means that a smile on the face will cause a smile in return, and a sullen grimace, on the contrary. A pleasant facial expression attracts the disposition of the interlocutor. Compliments are the golden words of any conversation. They contain a slight exaggeration of the merits of the interlocutor. However, it is necessary to distinguish compliments from gross flattery, which consists in a strong exaggeration of the merits of the interlocutor.

In the psychology of business communication, it is important to use methods of influencing interlocutors with the help of speech. Business communication and speech with it has a certain specificity. In communication interactions, 90% of the interlocutor's attention is paid to speech characteristics, while, for example, in interpersonal interactions - 50%, or even less. Its main characteristics include:

• vocabulary that makes the conversation brighter, richer, reasoned, accessible, convincing;

• composition of speech that allows you to use professional terms instead of jargon;

• literacy;

• pronunciation and intonation.

It is necessary to understand that it matters not only what the subject says, but also how he says it; non-verbal components, which include the speaker's posture, his facial expressions and gestures.

Business culture

The most important indicator for assessing the professionalism of an employee is the culture of business communication. Many bosses focus on this when hiring an individual and in the process of fulfilling his job instructions and job duties.

Business communication by phone is one of the main types of business conversation. After all, this is the only type of conversation in which it is impossible to influence the interlocutor non-verbally. That is why it is so important to use business communication skills during a telephone conversation.

Allocate generally accepted rules for conducting any business conversation. These include being interested in the topic of the conversation, benevolence and benevolence towards the conversation partner, the lack of influence of your general mood on the nature of the conversation.

Communication is considered to be the communication interaction of two or more subjects. Its main purpose is the exchange of messages of a cognitive or emotional nature. In the process of communication, the interlocutor influences the behavior of the communication partner, his state, beliefs and worldview. Such influence will always be mutual, but quite rarely - even. Most often, communication is found in the course of joint activities of individuals.

In the process of communication, individuals change among themselves with facial expressions, gestures and phrases. In addition, both communication partners have virtual images of how each of them looks from the outside, which are in their heads. Such images may be similar to the true ones, but not completely. The head also contains the image of your partner. Such an image may correspond to reality, but each time makes adjustments to it. In addition to the two subjects directly participating in a business conversation, there are also social norms. Each individual believes that he is unique, extraordinary and has his own opinion on everything, however, the result of any communication is reduced to a judgment of the social norm.

The culture of business communication implies several communication styles and their principles. The culture of business communication also includes the etiquette of business communication, which implies compliance with certain frameworks, norms and rules of behavior, for example, punctuality, culture of speech, appearance etc.

Speech culture and business communication are indispensable in modern world business and entrepreneurship. After all, most of the work process is occupied by conversations, conversations, meetings, negotiations. In some areas of activity, career growth directly depends on the culture of speech and perfect knowledge of business etiquette.

The business type of communication differs from others in that it will always pursue specific goals, have a time limit and often be divided into intervals. Communication will be crowned with success only if mutual understanding and trust reign between partners.

Features of business communication

Business communication is a rather complex multidimensional process of forming contacts between individuals that are related to each other by professional interests, work or official activities. Participants in communication interactions act in an official status and are aimed at achieving results, solving specific problems. A characteristic feature of the process of communicative interaction is its regulation, which means subordination to the established framework, determined by national traditions and cultural customs, professional ethical standards.

Business communication etiquette contains two groups of rules - these are norms and guidelines. Norms are horizontally directed rules that work in the course of communication between members of the same group of equal status. Instruction is a vertical orientation of the rules that determine the nature of the interaction between the boss and the subordinate.

The peculiarities of business communication are expressed in submission to general requirements, which consist in a friendly and helpful attitude towards absolutely all work colleagues, service partners, regardless of personal preferences, moods, likes or dislikes.

The regulation of business communication is also expressed in the culture of speech.

Business communication and speech should correspond to the norms of linguistic behavior developed by society, grammar and style, standard ready-made "formulas" that allow you to form etiquette situations of greeting, gratitude, etc., for example, "hello." All sustainable label designs must be selected taking into account age and.

Communication as an interaction means that the subjects establish relations with each other, exchange the necessary information and information in order to build joint activities, i.e. cooperation. And in order for communication as a communicative interaction to occur without any problems, it must contain the following stages:

• establishing contact, i.e. acquaintance, which presupposes understanding of another individual, a kind of presentation (presentation) of oneself to another subject;

• orientation in a situation of communicative interaction, comprehension of what is happening, holding pauses and intervals;

• discussion of a question or problem of interest;

• solving the problem, if necessary;

• ending the contact.

The organization of business communication should be built on a partnership basis, based, first of all, on the principles of cooperation, based on mutual needs and requests, from the interests of the business. Such cooperation will increase labor productivity, creativity, which is the most important factor in the progress of production, commerce and business.

Business language

The language of business communication is the official business style speech, which is a functional type of syllable and is intended for communicative interaction in the field of business, entrepreneurship, commerce and other professional activities. The functional variety of the syllable is a failure of the system of linguistic units, the ways of their selection and use, which are due to the social purposes of speech communication.

Speech communications in the field of professional activity have a number of specific characteristics explained by the communication situation. An important significance in terms of business communication is that members of such communication can be legal (organizations, enterprises) and officials, ordinary workers. The peculiarity and essence of informational relationships in which subjects of business communication can enter depends on the place of the institution or employee in the hierarchy of organizations or positions, respectively, competence, content of activity and a number of other factors. The relationship between institutions and specialists is stable and regulated by the accepted norms of law, as a result of which the information flows of institutions have a so-called "programmed" nature that meets the needs of the organization or field of activity.

The basics of business communication always include three main sides: orthological, communicative and ethical.

Orthology is the science about the correctness of speech, about the norms of language and their changes. In the mind of the subject, who expresses his thoughts either orally or in writing, the norm is a sample, template, scheme, according to which a phrase, a sentence is built. The formation of such norms is influenced by the literary creation and speech practices of the ethnos, which are an obligatory criterion for the unity of the language and the correct functioning of the speech system. Therefore, literacy is a sine qua non for success in business communications. An important characteristic of business communication is the knowledge of the normative aspect of the language of oral and written business speech by managers, leaders, employees, employees.

The language of business communication has a huge arsenal of means that must be used, taking into account the scope, situation, tasks, circumstances, genre of speech, and mobilized to achieve the goal of communication. The communicative side of the culture of speech considers precisely these questions.

The choice of words in accordance with the goals and situation of communication is conditioned by the requirements of the appropriateness and purity of speech. And for this you need to know the styles of the literary language. So, for example, the abundance of specific terms, standard phrases and stamps is typical for business writing, but absolutely not suitable for colloquial speech.

The ethical side of the culture of speech is presented speech etiquette, who studies special means of speech for the regulation of social ties and interpersonal relations. These include: speech etiquette formulas, texts and norms of their application, as well as rules of behavior in different conditions.

Business communication etiquette depends on the national character. So, for example, what will be a sign of respect in European countries may be considered an insult in Muslim states.

Types of business communication

The business type of communication involves setting tasks and solving the most important problematic issues. There is a classification of types and forms of business communication. Each of the types of communication explains the process, which is closely interconnected with the conditioned sphere.

Types, forms and means of business communication today are quite diverse. However, the transmission of information is carried out only by means of sign systems. Hence, business communication can be subdivided into verbal communication, where the sign system is represented by language, and non-verbal business communication, in which non-verbal sign systems are used. This division is used in other types of communicative interaction.

Verbal communication refers to a conversation, i.e. it is verbal communication.

Non-verbal business communication contains everything that gives the subject of communication additional information about the subject of the conversation and about the speaker himself. This includes postures, facial expressions, gestures, intonation.

Many experts are sure that the interlocutors in the process of communication receive only a small percentage of information through words, and everything else through signals that they read and decipher subconsciously during non-verbal communication... Also, the types of professional communication include direct and indirect (indirect) types.

The direct type of professional communication represents the interaction of individuals in the same space and at the same time. It includes negotiations, conversations, etc. In direct contact during a conversation, non-verbal communication and oral communication are of the greatest importance.

Indirect communication refers to the transmission of information using written speech (for example, email or telephone communication). This view interactions are considered less effective than direct communications. Among indirect communications, business communication by phone is in the greatest demand. It is distinguished by direct voice contact during a conversation and a wide variety of communication methods. This makes it easy to combine the business (formal) interaction and the personal (informal) part of any message.

In any case, in business communication, just as in other types of interpersonal communication interactions, it is important that people are simultaneously in the same space and at the same time, which allows you to establish eye contact, make a pleasant impression and influence the entire process of communicative interaction.

Forms of business communication

There are several forms of business communication that meet the specific requirements of professional situations. These include: business correspondence, conversation, meeting, negotiations, public speaking, press conference and dispute.

Business correspondence refers to an indirect type of communication, which is realized through written speech (orders, letters, requests, decisions, etc.). Distinguish between business correspondence within an institution (enterprise), for an organization and between organizations.

A business conversation includes the discussion of all kinds of working nuances and processes for making an important decision or for the purpose of discussing details.

To conduct a business meeting, a working team of a firm, enterprise, organization or a separate management team, some departments gather to solve pressing problems, plan further activities and set tasks.

Public speaking is a subtype of a business meeting, during which one subject takes a leadership position and covers an important problem, shares information with a certain circle of people. The main thing is that the speaker should have a complete and detailed understanding of the topic and content of the conversation, possess the necessary personal qualities that would allow him to convey the topic of his speech to the audience.

In the course of business negotiations, the obligatory result of communication should be finding a solution and its adoption. In the process of negotiations, each of the parties has its own position and direction of views, and the result is a concluded deal or a signed contract.

A press conference involves a meeting of officials (for example, leaders, government officials, businessmen, politicians, etc.) with representatives of the funds mass media to inform society on topical and exciting issues.

Not all issues in the course of business communications can be resolved without a dispute, but it can often only complicate the situation due to the fact that individuals do not always behave professionally and too enthusiastically, emotionally defend their own position.

Forms of business communication cover all situations that arise in the course of professional activity. The role of communication in professional activity is to streamline the processes of communicative interactions within the boundaries of the business environment.

Business communication rules

The rules and regulations of business communication are of great importance in the professional activities of individuals. One wrong word can lead to the loss of a multimillion-dollar deal or negate all efforts on the path to career growth. So, there are several general rules for business communications.

The first rule is clear, intelligible speech. The listener must understand what the interlocutor is talking about.

The second rule is to avoid monotony during the conversation. Monotonous speech can make anyone feel melancholy. Emotionally uncolored speech causes an irresistible desire to run away from the interlocutor.

The next rule assumes that the speaker should speak at a medium pace. Speaking very slowly leads to disinterest in the interlocutor. It makes the speaker get distracted from the information. And speaking too quickly leads to the fact that the communication partner simply does not keep up with the speaker's train of thought. In the case of an excessively fast or slow rate of speech, good communication will not work. Try to alternate between short and long sentences. Because long, congested sentences are hard to read. And a speech consisting only of short phrases will not make the proper impression. Questions should be asked competently. Open-ended and closed-ended questions are equally important in a conversation. It is necessary to learn to hear the interlocutor during a conversation. It is not recommended to start a conversation with business proposals. This can only cause rejection from the interlocutor. You should try to avoid direct advice. The point of view should be expressed gently and unobtrusively, while constantly emphasizing that this is just a subjective vision of the topic. Self-reflection on the problem should be encouraged. It is not recommended to report ready-made solutions. It is necessary to comply with accepted cultural norms and rules of etiquette. After all, the success of professional activity in general depends on their observance.

Business communication differs from other types of interpersonal communication in its regulation. Such communication can be characterized as strict adherence to their personal roles by all participants in the process. This means that in different professional situations, an individual can be both a leader and a subordinate, a partner and a colleague. The high responsibility of each participant in business interaction for its result is the main characteristic of business communication.

The success of business communications and communication is largely determined by the chosen communication strategies and tactics, which implies the ability to clearly formulate the goals of communication interactions, to correctly determine the interests of partners.

Business communication styles

The sphere of business communication extends to the legal, managerial, social aspects of the life of the subjects. Therefore, the official business style of communication is determined by the practical requirements of professional activity and life in general. It can be implemented in writing (for example, business correspondence on e-mail, regulations, etc.) and orally (for example, meetings, negotiations).

In modern society, it is wise to use the style of business communication - this means to ensure yourself sustainable career advancement, increase your personal status and success in all areas of business activity.

Business style, in turn, is divided into several subtypes - legislative subtype, diplomatic and administrative clerical subtype. Each of these subspecies has its own specifics, communicative forms and speech cliches. So, for example, in diplomatic communications, a memorandum or note is used. In the administrative and clerical style, a receipt, a memorandum, a certificate, a power of attorney, a characteristic, an order, etc. are used. In legislative style - law, paragraph, normative act, agenda, code, etc.

The utmost precision in speech is an essential component of a business style. It is achieved, first of all, through the use of special terms, which can be both widespread and highly specialized. Today, the business communication style is considered the most common in the everyday practice of formal interaction.

Business communication styles include manipulative, ritual, and humanistic.

Manipulative style involves treating one conversation partner to another as a production tool and using it to accomplish tasks or obtain certain results. Personal control over the implementation of assigned tasks is typical examples of such communications.

The main task of partners in a ritual style of communication is to create the desired image in society. In such communications, the status of the interlocutors is important, and not their personal or business qualities.

The main direction of the humanistic style is the support of each other by the interlocutors and the collective discussion of problems. Individual characteristics of partners are not understood and are not divided into positive or negative qualities. The personality is perceived completely. This approach highlights the personal qualities of the individual and his individual characteristics. However, under some circumstances, this style of interaction is inappropriate. Knowledge of the features of communications and means of business communication ensure the success of professional activities.

Business Communication Principles

The role of business communication in the everyday life of individuals is difficult to overestimate, because it affects almost all areas of life. Business communications, like other types of interpersonal interactions, have their own general principles for regulating the flow of professional communication processes.

The principles of business communication include interpersonal communication, its purposefulness, continuity of communication and multidimensionality.

Interpersonalism is characterized by the openness of the interaction of individuals and diversity. It is based on the personal interest of individuals to each other. The organization of business communication with this principle of construction is aimed primarily at the professional component of the process, but do not forget that it will still have the character of interpersonal interaction and contain a certain interpersonal radical. The implementation of communication under any circumstances is determined not only by the specific activity or the problem under discussion, but also by the personal properties of the interlocutors, their relationships. It follows that any business communication interaction is inseparable from interpersonal relationships.

The purposefulness of communications is multipurpose. In the course of communication, the informational load has an unconscious goal along with a conscious one. So, for example, the rapporteur acquaints those present with a problematic issue, while pursuing the goal of bringing the essence of the issue to the attention of the participants in the process. However, along with this, at an unconscious level, he may have a desire to show off or demonstrate to the participants his own, eloquence, etc.

Continuity is the initiation of continuous business and interpersonal interaction with a partner when it comes into his field of vision. Since communication contains both verbal elements and non-verbal means In business communication, people are constantly sending behavioral messages. The interlocutor gives such messages a specific meaning, as a result of which he draws appropriate conclusions.

Multidimensionality is based on the fact that individuals in various situations of business interaction not only exchange data, but in one way or another regulate the relationship. Since the sphere of business communication is quite diverse, at least two sides of the relationship can be carried out in the communication processes. One is to maintain business communication and transfer professional information. The other is in the transfer of an emotional attitude towards a partner, which is present in any contact.

Human interaction cannot be carried out without verbal communication. Nowadays, it is business communication that is becoming more and more important, which includes all communications of people in the official sphere. There are some principles of this type of communication between people, and the ethics of business communication is formed precisely from these rules. To make service relationships easy, it is important to know the norms of communication in the work team.

In a professional environment, there are several types of communication:

• business meeting;
• business correspondence;
• meeting;
• discussion;
• business meeting;
• public speaking;
• business conversation.

All these types of communication are completely different in purpose and form, but in each of them it is equally important to observe etiquette. These principles are not very different for each type of communication.

Why ethics of professional communication is needed

Ethics of business communication - the unspoken principles of communication in a team between employees united by common professional goals... It is important to follow ethical standards in order to exchange information in an orderly manner. In practice, their application is important for several reasons.

First, compliance helps employees better understand what goals they have or what they need to do to achieve those goals.

Secondly, the ethics of business communication helps to create a working atmosphere in a team, where most of the time is occupied by production, and not personal communication.

Competent business communication in the team helps employees feel morally comfortable when performing work tasks, and this greatly affects labor productivity.

Business ethics principles

Among the basic principles of such a sphere of communication as the ethics of business communication, the following can be distinguished:

• there should be no ill-will towards colleagues, clients, management or junior ranks;
• all resources between employees must be distributed fairly;
• the rule of progressive maximum - the development of the ethical side of the organization's behavior depends on the behavior of employees;
• employees to the traditions of the organization must be loyal;
• in the professional sphere, both individual and collective actions are equally recognized;
• when solving work issues, you can be guided by personal experience, but justified;
• in relation to employees should not be used any violent measures;
• one employee cannot restrict the freedom of another;
• conflict-free is important for any work collective;
• you need to not only follow the rules of ethics on your own, but also motivate others to do so;
• do not criticize any competitors;
• ethical standards of business communication in a company cannot be introduced by issuing an order. Business communication should become a tradition;
• it is important for management to trust employees in order to increase their sense of their own responsibility.

The rest of the ethical requirements depend on what exactly the organization is doing.

Ethics of horizontal business communication

Competition often arises between colleagues, so it is not always possible to immediately build the correct model of behavior with colleagues. With colleagues, the principles of business communication are as follows:

1. it is better not to try to show yourself from a more advantageous side than it really is, since sooner or later it will become obvious;
2. responsibilities, as well as the rights of each must be clearly defined, it is desirable that they do not overlap between different people;
3. colleagues should be seen as individuals and not as people helping to achieve their own goals;
4. it is better not to be interested in the personal experiences of colleagues or their affairs at work.

The bottom-up ethics of vertical business communication

Compliance with the rules of ethics largely determines what kind of relationship the subordinate will have with the manager. The ethical standards of business communication that are important when communicating with an employer are as follows:

• if the manager empowers the employee with responsibilities, it is better for the latter to ask about his rights too. Without a certain degree of freedom, it can be difficult to fulfill orders;
• it is better not to address all small problems to managers when there are other people who can resolve these issues;
• your opinion should be expressed accurately, but not limited to short answers. Every leader will listen to a capacious, well-reasoned thought;
• you should not be too sycophantic in front of higher-ranking employees. This is always clearly noticeable and you can get the glory of a flatterer or irritant from a leader;
• with your behavior, you need to show yourself not as soft, but as a principled and firm person who can be given serious instructions, otherwise the leadership will not have confidence.

Top-down ethics of vertical business communication

The way people in high positions relate to subordinates largely determines the relationship in the team. In a professional environment, leadership provides a benchmark for employee communication ethics.

In order for communication to be productive, leaders should adhere to these principles:

• encourage the team, even if success was achieved through the efforts of the leadership;
• criticize not the person himself, but his professional actions;
• reprimand an employee for improper performance of even minor duties (otherwise a person may feel their impunity);
• not give personal advice to employees who are not related to work;
• show employees that management is in power;
• praise an employee for a job well done not only financially, but also morally, so that he feels competent and important;
• employees need to be rewarded fairly - the amount of the bonus should depend on the employee's professional merit;
• protect your employees from outsiders.

It also matters in what situation and with whom the leader communicates. Communication style can change - it depends on many details: for example, whether you have to talk to a conscientious employee or how long the person has worked in the company.

Ethics of written business communication

Nowadays, more and more often you have to conduct business communication through e-mail correspondence.

The rules of ethics for business communication in correspondence are as follows:

• attentiveness to the work goals of another employee;
• respect for each other;
• maintaining the security of information without its unnecessary dissemination;
• literacy;
• punctuality.

It is quite easy to reflect these rules in practice, but it takes care and time.

How to write a business letter correctly

First, in the email, you should concisely and accurately fill in the "Subject" field. This helps the addressee to immediately understand from whom and on what issue he received a letter. The person will also be able to prioritize the message.

Secondly, to make the letter more personal, you need to insert the full name of your business opponent. This helps to immediately inspire confidence and goodwill in him.

Thirdly, you should accurately fill in the fields of the letter "To", "Cc" and "Bcc". If the name of a specific employee is in the first field, then he must answer the letter (or, if there are several of them, then everyone who is listed there). The rest of the people whose addresses are registered in the "Copies", it is better not to participate in the correspondence unnecessarily, but simply to read it. If you still need to answer, then you should introduce yourself and politely state your point of view, starting with the phrase "I apologize for interfering ...".

The "Bcc" column is especially dangerous, since the participants in the correspondence of the person indicated there do not see, which means they do not know about his presence. This action is not always legal.

That is why the participants in the conversation should inform about it in advance or after the end of the correspondence. The colleague named in this field should not be directly involved in the correspondence under any circumstances.

Fourth, it's important to respond to your business email as quickly and accurately as possible. This demonstrates not only competence, but also an interest in cooperation.

It is believed that you need to respond to the etiquette letter within 2-3 hours from the moment you receive it. If you cannot do this, it is important to immediately inform your business opponent about it. The letter indicates the fact of receipt of the message and the time during which the person is going to respond (for example, a day).

The style of presenting information in business letter, its volume, as well as its format. Principles of ethics in business communication through emails are as follows:

• printed sheet A4 - the maximum volume comfortable for reading;
• you should not attach the entire history of the correspondence from above, as this forces the addressee to scroll for a long time. The answer should be from above, and only after that - history;
• correspondence (it also needs to be attached so as not to force a person to look for a previous letter by mail);
• the size of the files attached to the letter should not be too large, otherwise the addressee may have problems downloading;
• to reduce the size of the file (or if there are several of them), it is better to archive it in any popular format; for scans and photos, you can simply reduce the actual size.

There are no clear rules regarding the style of language in written communication - the main thing is that the speech is understandable to the opponent. Even the use of slang is allowed if it is justified - for example, it speeds up communication or simplifies business communication in a team. Better to use it when communicating with colleagues within the company. With external clients or other companies, using acronyms can carry risks.

Ethics of professional telephone communication

During a telephone conversation, you need to adhere to almost the same rules that are provided for live communication.

The opponent must be addressed correctly, before presenting the work question, you should introduce yourself, name the position, pronounce the name of the company and your department. A stranger should be asked for their full name.

You need to communicate ideas briefly, and if the conversation has to be interrupted suddenly, then you should apologize and promise to call back later.

Business ethics are essential for all employees business companies as it is a powerful communication tool in a professional environment. It greatly facilitates communication between employees, management and clients, making it more productive, understandable and effective.

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Introduction

Basic concepts of ethics

General ethical principles of business communication

Practical task

Literature

Introduction

Business conversation- a necessary part of human life, the most important type of relationship with other people. Eternal and one of the main regulators of these relations are ethical norms, which express our ideas about good and evil, justice and injustice, right or wrong of people's actions. And communicating in business cooperation with his subordinates, boss or colleagues, everyone, 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 facilitate his business communication, make it more effective, help in solving set tasks and achieving goals, and complicate this communication or even make it impossible.

Basic concepts of ethics

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

Morality(from Lat. 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 spheres of social life - family, everyday life, politics, science, work, etc.

Communication- the process of interaction of public actors: social groups, communities or individuals, in which there is an exchange of information, experience, abilities and results of activity.

Etiquette (from the French etiquette) - established order and external forms of behavior elsewhere, such as diplomatic etiquette.

Business Etiquette - a set of rules and forms of behavior in the relationship of business partners. It is used when meeting, conducting a conversation, negotiating, parting with a partner, etc. The rules of etiquette, including business etiquette, contain aesthetic and moral characteristics.

Business conversation- a type of communication, the defining content of which is the joint activities of people, their common cause. The main features of business communication: 1) the partner acts as a person who is significant for other partners; 2) the communicators are distinguished by sufficient understanding in matters of the matter; 3) the main task is business cooperation.

Ethics of Business Communication- a set of moral norms, rules and ideas that regulate the behavior and attitudes of people in the process of their production activities. Ethics of business communication is a special case of ethics in general and contains its main characteristics.

Often the concepts of "morality" and "morality" are used as identical. In other cases, the concept of "morality" characterizes specific manifestations of social and individual consciousness (moral consciousness), and the concept of "morality" is used to characterize equally specific forms of people's behavior and their relationship to each other (moral behavior, moral relations). However, such a distinction between these concepts is very conditional. The most important categories of ethics: "good", "evil", "justice", "good", "freedom", "responsibility", "duty", "conscience", "honor" and some others.

The paradox of moral behavior in its classical formulation is usually traced back to Ovid: "I see the good, I praise, but I am attracted to the bad." It is natural for a person to strive for what is better, to prefer good to evil, he cannot be his own enemy. In the ovidian situation (and this is its paradoxicality), everything happens the other way around: a person chooses the worst, the worst, harms himself. It turns out: a person knows what is good (good), but does not follow it; it has no binding meaning to him.

ethics of business communication

General ethicsechnical principles of business communication

Business ethics should be considered in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise ~ between a manager and subordinates, between a subordinate and a manager, between people of the same status. There is a specificity between the parties to a particular type of business communication. The task is to formulate such principles of business communication that would not only correspond to each type of business communication, but also do not contradict the general moral principles of human 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: "Do so that the maxim of your will can always have the force of the principle of universal legislation." With regard to business communication, the basic ethical principle can be formulated as follows: in business communication, when deciding which values ​​should be preferred in a given situation, act so that the maxim of your will is compatible with the moral values ​​of other parties involved in the communication, and allows 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 should be constantly tested by ethical reflection that justifies the motives for joining it. At the same time, making an ethically correct choice and making an individual decision is often not an easy task. Market relations provide freedom of choice, but at the same time increase the number of options for solutions, generate a complex of moral dilemmas that await business people at every step in the process of their activities and communication.

Particular attention should be paid to the golden rule of communication ethics: “Treat others the way you wantthey would eat to be treated of you. " In negative form, in Confucius' formulation, it reads: « What you do not wishsew to yourself, do not do that to others. " This rule applies to business communication, but in relation to certain types of it: "top down"(supervisor-subordinate), " upwards"(subordinate-manager), "horizontally"(employee-employee) requires specification.

Ethicand business communication "top-down". In business communication "top-down", i.e. the golden rule of ethics in relation to a manager to a subordinate can be formulated as follows: "Treat your subordinate the way you would like the leader to treat you." The art and success of business communication is largely determined by the ethical norms and principles that the leader uses in relation to his subordinates. By norms and principles we mean 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, in which the official discipline that determines business communication is expressed. Without observing the ethics of business communication between a manager and a subordinate, most people feel uncomfortable and morally unprotected in a team. The manager's attitude to subordinates affects the entire nature of business communication, largely determines his moral and psychological climate. It is at this level formed first of all moral standards and patterns of behavior. Let's note some of them.

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

· If there are problems and difficulties associated with unfairness, the manager should find out the reasons for it. If we are talking about ignorance, then you should not endlessly reproach the subordinate with his weaknesses, shortcomings. Think about what you can do to help him overcome them. When doing this, build on the strengths of his personality.

· If the employee did not follow your order, you need to make him understand that you know about this, otherwise he may decide that he has conducted you. Moreover, if the manager did not make the corresponding remark to the subordinate, then he simply does not fulfill his duties and acts unethically.

· The comment to the employee must comply with ethical standards. Gather all the information for the case. Choose the right form of communication. First, ask the employee to explain the reason for the failure to complete the assignment, perhaps he will give facts unknown to you. Make your remarks one-on-one: respect for the person's dignity and feelings.

· Criticize actions and deeds, not the person's personality.

· When appropriate, use the "sandwich" technique - hide criticism between two compliments. End the conversation on a friendly note, and soon take the time to talk to the person to show them that you are holding no grudge.

· Never advise a subordinate on how to deal with personal matters. If the advice helps, you probably won't be thanked. If it doesn’t help, you will be held responsible.

· Do not overgrow with pets. Treat employees as equal members and all by the same yardstick.

· Never give employees the opportunity to notice that you are out of control if you want to maintain their respect.

Respect the principle of distributive justice:

the more merit, the more the reward should be.

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

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

· The privileges you give yourself should extend to other members of the team.

· Trust employees and admit your own mistakes at work. The members of the collective all the same, one way or another, learn about them. But hiding mistakes is a manifestation of weakness and dishonesty.

· Protect your subordinates and be loyal to them. They will answer you in kind.

· Choose the correct form of order, taking into account, 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 qualified employee or a person who needs to be pushed at every step. Depending on this, the ethically most acceptable norms of behavior and forms of disposal should be chosen.

By order forms can be: order, request, request and the so-called "volunteer".

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

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

Question. "Does it make sense to do this?", "How should we do it?" Best used when you want to spark a discussion about how to get the job done better or nudge an employee to take the lead. In this case, employees must be voluntary and sufficiently qualified. Otherwise, some may perceive your question as a manifestation of weakness and incompetence.

"Volunteer". "Who wants to do this?" 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.

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

Knowing how to treat and treat your supervisor is just as important as what moral demands you should place on your subordinates. Without this, it is difficult to find a "common language" with both the boss and the subordinates. Using certain ethical norms, you can attract a leader to your side, make him your ally, but you can also turn him against yourself, make him your ill-wisher.

Here are some essential ethics and principles that you can use in your business communication with your manager.

· Try to help the leader in creating a friendly moral atmosphere in the team, strengthening fair relations. Remember, your boss needs this first.

· Do not try to impose your point of view or command the leader. Express your suggestions or comments in a tactful and polite manner. You cannot directly order something to him, but you can say: "How would you react if.,.?" etc.

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

· Do not speak categorically with your boss, do not always say only "yes" or only "no." An eternally supportive employee is annoying and gives the impression of a flatterer. The person who always says no is a constant irritant.

· Be loyal and reliable, but don't be sneaky. Have your own character and principles. A person who does not have a stable character and firm principles cannot be relied on, actions cannot be foreseen by her.

· Do not ask for help, advice, suggestion, etc. "Over the head", directly to the leader of your leader, except in emergencies. Otherwise, your behavior may be regarded as disrespect or disregard for the opinion of your boss, or as a doubt about his competence. In any case, your immediate supervisor then loses authority and dignity.

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

Ethics dspruce communication "horizontally". The general ethical principle of communication is "but horizontal", 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 him to treat you." If you are at a loss how to behave in a given situation, put yourself in the shoes of your colleague.

When it comes to fellow executives, keep in mind that finding the right tone and acceptable standards of business communication with peers from other departments is not easy. Especially when it comes to communication and relationships within one 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, the 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 another.

· Try to achieve a clear separation of rights and responsibilities in the common work.

· If your responsibilities overlap with your colleagues, this is a very dangerous situation. If the manager does not differentiate 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 blame your subordinates.

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

· Do not prejudice your colleagues. As much as possible, discard prejudice and gossip when dealing with them.

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

· Smile, be friendly and use a variety of techniques and tools to show a good attitude towards the interlocutor. Remember, what you sow is what you reap.

· Don't make promises that you can't keep. Don't exaggerate your value and business opportunities. If they do not come true, you will be uncomfortable, even if there were objective reasons for it.

Do not meddle in a person's soul. At work, it is not customary to ask about personal matters, let alone problems.

· Try to listen not to yourself, but to someone else.

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

· Send impulses of your sympathies - in a word, with a glance, with a gesture, let the communication participant understand that he interests you. Smile, look straight in the eyes.

· View your colleague as a person who should be respected in and of itself, rather than as a means to achieve your own goals.

Raising the level of ethics in business communication. There are various means and ways to improve the level of morality in business communication. The following can be cited as examples of increasing the indicators of ethical behavior, both for managers and ordinary employees: the development of ethical standards at the enterprise, the creation of ethics committees and commissions, conducting social and ethical audits, and teaching ethical behavior.

Ethical standards for business communication and conduct should describe the general system and rules of ethics that, in the organization's opinion, its employees should adhere. These guidelines are designed to improve business communication at different levels and in different areas of the organization. The purpose of their creation is to establish a normal moral atmosphere and determine ethical recommendations in decision-making. Every enterprise, if it values ​​its reputation, will strive to establish the highest standards of ethics in business communication, which is an essential component of the business.

Thus, when concluding transactions and other types of business communication, ethical standards usually prohibit bribes, grease, extortion, gifts, fraud, violation of laws, illegal payments to political organizations, etc. In the West, organizations usually communicate ethical standards to their employees in the form of printed materials. Some firms set up working groups or standing ethics committees. Others hire a business ethicist called an ethics attorney. Its role is reduced to the development of judgments on ethical issues, including the ethics of business communication. In Russia, unfortunately, the ethics of business communication and business ethics in general have not yet been given due attention.

When applied to business at the international level, it should be borne in mind that in some countries, government officials are used to and expect small monetary donations. According to experts, it seems that the time has come to start developing ethical standards applied throughout the world, and to ensure that any entity leaves the dubious market when major ethical problems arise that cannot be resolved.

The task of raising the norms and standards of business communication ethics, as well as business ethics in general, in many countries today is put forward as one of the most important. The problem is quite acute. So, according to polls public opinion, among the general population of the United States, the prevailing belief is that the values ​​of ethical behavior are steadily declining. In Russia, as it is universally recognized, the situation is even worse. Therefore, organizations, firms, managers and entrepreneurs of all levels should make every effort to improve the ethics of business communication, using various methods and means, including training in the ethics of business communication.

Practical task

a) moral:

3 - pride,

4 - irony,

6 - a sense of duty, tk. these feelings include everything that determines the communication of people: attitude towards oneself, towards others.

b) aesthetic:

7 - contempt,

8 - pleasure, because they express an understanding of the beautiful, intensify activities, help to understand more clearly the high purpose of a person, condemn unseemly actions, make them be punctual, collected, neat, keep an eye on clothes, cleanliness of premises, and accurately and clearly perform duties.

c) intellectual:

1 - doubt,

5 - surprise

9 - curiosity, tk. the intellectual feelings are those that appear in the process of cognitive activity.

Literature

1. "Psychology and ethics of business communication" / Edited by V.N. Lavrinenko. - 5th ed. - M.: UNITY-DANA, 2006.

2. Alekhina I.Ya. "Image and etiquette in business". - M .: Delo, 2003.

3. Botavina R.N. Business Ethics. - M .: Finance and Statistics, 2001.

4. Venediktova V.I. "On business ethics and aesthetics." - M .: Foundation "Legal Culture", 1994.

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Image formation and professional culture business person. The generally accepted forms of business communication in the work of managers, lawyers, raters: conversations, meetings, meetings, negotiations, conferences, meetings. Consideration of the forms and rules of business communication.

M. S. UZERINA

E TIKA

D SPIRIT

ABOUT COMMUNICATION

Ulyanovsk 2004

FEDERAL EDUCATION AGENCY

State educational institution of higher professional education

ULYANOVSK STATE TECHNICAL UNIVERSITY

ETHICS OF BUSINESS COMMUNICATION

Textbook for students of the specialty 021500 - "Publishing and Editing"

Compiled by M.S.Userina

Ulyanovsk 2004

UDC 159.98 (075) BBK 88.5 y7

Reviewers:

Department of the Russian Language, Ulyanovsk State University (Head of the Department of the Russian Language, Candidate of Pedagogical Sciences, Associate Professor O. A. Litvinko);

Senior Lecturer of the Department of Russian Language, Ulyanovsk State University A.M. Tarasevich

Approved by the University Editorial and Publishing Council as a study guide

Ethics of Business Communication: study guide / compiled by E90 M.S.Userina. - Ulyanovsk: UlSTU, 2004 .-- 72 p.

ISBN 5-89146-647-3

Is given summary the main topics of the lecture course of the discipline "Ethics of business communication". The article reveals the meaning of such concepts as "ethics", "business communication", "speech culture of a business person", also considers the issues of ethics of communication in the field of publishing. The manual includes supplements containing excerpts from Aristotle's Rhetoric, the main part of the draft Russian Code of Business Ethics, test tasks.

It is intended for students of the specialty 021500 - "Publishing and Editing", studying the course "Ethics of Business Communication".

UDC 159.98 (075) BBK 88.5 y7

Introduction ………………………………………………………………… .4

Topic 1. Basic concepts of business communication ethics …………………… 5

Topic 2. Means of communication ……………………………………………… ... 10

Topic 3. Forms of business communication ……………………………………… .15

Topic 4. Speech culture of a business person …………………………… 27

Topic 5. Official business written speech. Style of service documents …………………………………………… ..34

Topic 6. Business rhetoric …………………………………………… .... 42

Topic 7. Conflicts and ways of their resolution ……………………………… 47

Topic 8. Business ethics in publishing …………………………… ..54

Appendix 1 …………………………………………………………… ... 64 Appendix 2 ………………………………………………… ………… ... 65 Appendix 3 ………………………………………………………… ... 66 Conclusion ……………………………… ……………………………… ... 69

Bibliographic list …………………………………………… .70

Internet resources ………………………………………………………… .71

INTRODUCTION

Business communication is a complex multifaceted process of developing contacts between people in the official sphere. Its members act in official statuses and are focused on achieving a specific goal, specific tasks. A specific feature of business communication is regulation, that is, submission to established restrictions, which are determined by national and cultural traditions, professional ethical principles. Ethical norms, which express a person's ideas about good and evil, about justice and injustice, right or wrong of actions, are one of the main regulators of relations between people. For each society there is a system of generally accepted norms, rules that determine the degree of ethical behavior of a person in communication. The success of communication depends on the knowledge of these norms, the ability and skills to apply them.

The manual, which includes the materials of the lecture course on the discipline "Ethics of Business Communication", introduces the concepts of normative ethics and business ethics, gives an idea of ​​the forms and means of business communication, about the rules of behavior in conflict situations. One of the sections of the manual is devoted to the topic of professional ethics and, in particular, the ethics of communication in the field of publishing, the problems of professional communication of the editor: the relationship between the editor and other participants in the editorial and publishing process, the editor and the author. Each topic of the manual touches on the ethical aspect of a separate problem of business communication. We are talking about the ethical standards of communication during business conversations and business negotiations, business conversations on the phone, when communicating using the Internet and facsimile communications. Recommendations are also given for writing the most common types of official documents: statements and resume.

The manual consists of eight sections, each of which is a summary of the content of a separate topic of the discipline; appendices, which contain excerpts from the draft "Russian Code of Entrepreneurial Ethics", a small part of Aristotle's "Rhetoric", as well as control tests and keys to them. The bibliography contains a list of references

and Internet resources in the discipline "Ethics of business communication". The manual can be used in preparation for seminars.

and to the final standings.

TOPIC 1. BASIC CONCEPTS OF ETHICS OF BUSINESS COMMUNICATION

1. Ethics concept. Ethics and morality

2. Communication. Business conversation. Ethical standards in business communication

3. Modern views on the place of ethics in business communication

1. The word "ethics" (from the Greek ethos - custom, disposition, character) is understood

in two meanings: first, as a philosophical discipline that studies morality and ethics; secondly, as a set of norms of behavior, the morality of an individual or a social group. The term "ethics" was introduced by Aristotle, designating them the totality of ethical virtues and science, which answers the questions of what virtue is and what a person must do in order to be virtuous.

The most important categories of ethics: "good", "evil", "justice", "good", "responsibility", "duty", "conscience", "honor" and some others. The whole tradition of ethics is closed on finding out what is proper for a person, that is, corresponds to some deep laws of human existence. In an effort to distinguish between good and evil, to define what virtue is, people have developed norms of moral behavior - a complex system of rules that allow people to coexist. Moral norms are expressed in general ideas, commandments, principles of how one should behave. The proper in morality does not always coincide with the existing, with the really existing moral reality. On the one hand, a person seeks to behave morally, properly, on the other, he needs to satisfy his needs, the implementation of which is often associated with a violation of moral norms. This inner conflict between the lofty ideal and practical calculation, moral duty and immediate desire exists always and in all spheres of life. But this conflict is especially intense in business communication.

Morality always presupposes the definition of a moral ideal, a role model. In modern business practice, such traits as diligence, disinterested benevolence, punctuality, accuracy, fair decisions, etc., are qualified as moral qualities. On the contrary, bribery, lack of principle, corruption, manipulation of facts, evasion of responsibility, etc. assessed as immoral.

The concept of ethics is associated with rules, standards of behavior. Accordingly, in the field of business ethics, reliability, decency, and the ability to keep a promise are valued first of all.

2. Communication - the process of interaction of public actors, social groups, communities or individuals, during which there is an exchange of information, experience, abilities and results of activity. Communication acts as a way of being of society. Exactly at

the process of communication is the specialization of the personality and its self-realization. Depending on the goals, different types of communication can be distinguished. For example, the goal entertainment communication - enjoy meeting and talking with each other; phatic communication ("secular" communication, that is, conversation on generally accepted topics) is used when people need to maintain contact with each other, to confirm friendly relations. Fatal and entertaining communication does not have a substantive or informational purpose, but mainly presuppose only communicative goals - the establishment, maintenance, renewal, preservation, development of contact between people. Business communication is aimed at harmonizing and uniting the efforts of people in order to build relationships and achieve a common result. In business communication, a person sets the task of convincing a partner to accept specific proposals, to induce a partner to take specific actions, to provide the necessary information, to induce the interlocutor to take into account his interests in his actions, etc.

Business communication is a necessary part of human life, the most important type of relationship between people. The regulator of these relations are ethical norms, which express a person's ideas about good and evil, justice and injustice, correctness and incorrectness of people's actions. In the process of business communication, everyone consciously or spontaneously relies on these ideas. Depending on how a person understands moral norms, what content he invests in them, to what extent he generally takes them into account in communication, he can facilitate communication, make it more effective, but it can also complicate this communication or even make it impossible. Most often, violation of moral norms is punished by public censure, which manifests itself in various forms: in the form of criticism, condemnation, refusal to communicate, in unwillingness to continue friendly and any other relations. The norms of morality are not fixed in state documents, in this they differ from legal norms, the violation of which is punishable by the laws of the state.

Ethics of Business Communication is engaged in identifying the norms and rules of communication, adopted in certain situations and conditions of communication, as well as predicting and determining the line of behavior and studying the factors that influence behavior in the business sphere.

The moral side of business communication plays an important role. In the practice of business life, people strive to achieve not only general, but also some significant personal goals. Hence, it is important not to forget in business relations golden rule of morality: do not do to another what you do not want yourself. 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 business

communication, increase its effectiveness and avoid failures in the communication process:

in morality, one should praise others, and make claims against oneself;

the moral attitude of those around us depends, ultimately, only on ourselves;

when it comes to the practical establishment of moral norms, the main

imperative - start yourself.

Specificity business communication due to the fact that it arises on the basis and about a certain type of activity associated with the production of a product or business effect. At the same time, the parties of communication act in formal (official) statuses, which determine the necessary norms and standards of people's behavior. A distinctive feature of business communication is that it does not have a self-sufficient 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, getting the maximum profit.

Business ethics can be defined as a set of moral norms, rules and concepts that regulate the behavior and attitudes of people in the process of their production activities. It is a special case of ethics in general and contains its main characteristics.

Business ethics is based on respecting the interests of not only the company, but also partners, clients and society as a whole. This rule also applies to competitors - it is forbidden to harm them by techniques that go beyond the competition. Ethics stands for the receipt of benefits by the maximum number of market participants and equal opportunities for access. The basis of modern business ethics is the social contract (an informal agreement between the company and its external environment on uniform standards of conduct) and the social responsibility of the company (maximum use of its advantages and minimization of disadvantages that affect both business participants and society as a whole).

3. The contradiction between ethics and business, ought and what is, is very acutely manifested in business communication, and at very different levels: both between the organization and the environment, and within the organization itself. Among managers, entrepreneurs and business people in general, there are two main positions in relation to this contradiction.

Supporters of the first, who consider themselves pragmatists , believe that ethics itself is not needed in business communication and in business in general. The only responsibility of both the corporate manager and the employer of the business owner is to achieve maximum profit by whatever means available. From this position, ethical norms and the very language of ethics are seen as a hindrance in business communication. In him

(business communication) try to avoid talking about morality, ethical ideals, duty, social responsibilities, as the result is "unnecessary", "irrelevant" problems concerning moral and social responsibility.

An extreme case of unethical behavior of company managers and business people is violation of the law. Representatives of business pragmatism sometimes use means that are far from moral norms to achieve their goals: bribes, bribery, etc. But besides this, the very goals of business communication can be unethical in nature. At the same time, communication can be considered unethical not because it is illegal, but due to the incompatibility of the goals of business communication with moral principles (values). An example is the conclusion of transactions, contracts for the construction of environmentally harmful enterprises. The concept of ethics of business communication includes the concern of business leaders about the quality of products, responsibility for the harm that it can cause.

Second, advocates of ethical conduct in business communication,

consider ethics not only as a necessary moral imperative of behavior, but also as a means (tool) to help increase profits, to strengthen business ties and improve business communication. This approach can be considered more civilized and, in general, more effective, since enterprises - a component of society - while affirming ethical norms in themselves, at the same time, contribute to their dissemination in society, in the surrounding social environment. And the more prosperous the atmosphere in society becomes, the more favorable the environment is created for business.

Thus, there are two most common principles for building ethical argumentation - utilitarian principle and moral imperative principle... According to utilitarianism an action is considered morally justifiable if it brings or tends to bring maximum benefit to the maximum number of persons. The total benefit is weighed against the amount of damage caused. And if it outweighs, the decision is unethical. If all alternative actions cause some degree of damage, then the "least evil" is chosen. In accordance with the principle of moral imperative moral decisions should not depend on a specific result (any bribe is evil, cheating one client is also immoral, like many). Both of these principles are difficult to apply in practice. Identifying the circle of individuals and organizations "touched" by the decision, calculating all the consequences, and most importantly, determining whose interests to sacrifice is a laborious and sometimes impossible task. Thus, a successful strike is important for the workers of this enterprise, but it incurs losses for employers and clients, and does not meet the interests of consumers.

Many decisions that affect the interests of other people or organizations have a moral aspect, but the right choice does not always lie in the field of ethics. For example, it is important for the reputation of a firm to find out whether the benefits of restructuring will reduce the moral costs arising from the downsizing, or, on the contrary, the company will win rather than lose (say, in the eyes of investors), or maybe there is no alternative and is not subject to moral downsizing. assessment.

Although for business the economic justification of the decisions made plays a leading role, this does not mean that ethics is inferior to or hinders economic or other benefits (for example, technological). When working out the optimal solution, it is important that ethical considerations reinforce the effect of economic or other factors, and these in turn enhance the effect of ethical ones. Ethics does not pretend to be a "judge", it is aimed at making an informed decision, justified from all points of view. It is possible, for example, to support a technological solution that is clear only to specialists with moral arguments that are understandable by the company's employees. Thus, the decision to allocate appropriations for sponsorship activities or for new purification filters cannot be justified by economic considerations, but ethics, taking into account social priorities, will "work" here. Selling alcohol to minors increases profits, but is not ethically, legally, socially acceptable, and the combination outweighs the economic arguments.

According to, for example, one of the models of ethically grounded decisions operating in the West, the managers who make them act according to a certain scheme. First, they collect information for a comprehensive justification of the decision, and if it affects the interests of the main business participants, managers predict the degree of positive and negative impact. Second, after the exclusion of unacceptable options, two options for the ethical justification are prepared - the desirable and the minimally acceptable; it is investigated, if necessary, whether it is possible to transform the minimum acceptable ethical justification into a desirable one. The desired level of the ethical aspect of the decision is, in particular, fair employment without discrimination on non-professional grounds, the offer of social benefits, and reliable information about the product. The minimum acceptable level is dishonesty in small things, small bribes or gifts, insignificant inaccuracies in information. Unacceptable level - large bribes, deception of customers, consumers, discrimination on unprofessional grounds. The flexible application of business ethics allows you to maximize the potential of the ethical factor, without creating conflict with other components.

At the heart of any successful team is adherence to the basic principles and rules of business communication. Relationships that are based on professional ethics and mutual respect create a comfortable working atmosphere and prevent conflicts. Absolutely all business norms are important - from the ethics of business communication on the phone to the speech culture in the conversation between the boss and the subordinate.

Both personal success and the results of the work of the entire team depend on the correct behavior in business communication.

Etiquette is the most important and significant part of the negotiation process, regardless of their level. It is based on the unspoken principles of communication in a team, united by common professional goals.

Business rules and ethics of professional conduct in practice are necessary in order to:

1. streamline the exchange of information between employees;
2. develop an understanding of their goals and actions to achieve them;
3. create the right work environment focused on production;
4. improve labor productivity by creating a comfortable moral environment;
5. avoid conflict situations and misunderstandings.

Basic principles and rules of business communication

Each company has its own corporate culture that governs relationships in the team. Regardless of it, the basic principles and rules of business communication apply, which include:

• fair distribution of resources between employees;
• lack of hostile attitude towards clients, colleagues, junior in rank and superiors, criticism towards competitors;
• development of the ethical side of the organization's behavior and employees' loyalty to its traditions;
• equal professional recognition of collective and individual actions;
• justified references to personal experience in dealing with work issues;
• showing confidence in employees in order to increase their sense of their own responsibility;
• general motivation to follow the established norms for everyone through personal example;
• the absence of violent measures in relation to employees and restrictions on the freedom of one employee to another, conflict-free.

Today there is a lot of information about how to behave in various conversations and negotiations.

It is not enough to issue an order on compliance with all of the listed guidelines, they should become a tradition for your company. It is necessary to observe the rules of business etiquette and norms of business communication, which are based on such qualities as:

1. image and formality;
2. politeness and friendliness;
3. literacy, punctuality;
4. integrity;
5. confidentiality;
6. impressiveness and conviction.

All of them are impossible without a certain set of moral values, mutual respect and correct conduct of working dialogues. What are the basic communicative speech rules of business communication that will help you with this:

• keep yourself within the bounds of decency, regardless of the current situation;
• learn to manage emotions and put a ban on their external manifestation;
• follow the train of your thoughts and listen carefully to the interlocutor;
• develop the correct manner of speech.

Among the main forms and rules of business communication, there are a number of factors affecting the negotiation process that must be taken into account in any conversation:

1. influence or power factor - an unequal position, when one side has an advantage over the other, understand what its source is and think about what can be opposed to it;
2. time limits or time conditions - in the best position it is worth being patient, your interlocutor or opponent is also limited in time, like you;
3. information resource - information should never be neglected, learn to read and listen to it from speech and gestures;
4. intrigue, a factor of surprise - the other side may have trump cards in stock, be it a new idea, proposals for cooperation, you need to be ready for a sharp resistance to your concept or an unforeseen situation that radically changes general plans.

In modern society, most of the solution to work issues is reduced to electronic correspondence, but here, too, the basic communicative speech rules of business communication apply:

• respect and consideration for each other's work goals;
• safety and security of information without its free distribution;
• literacy and punctuality.

Let's take a closer look at each of the aspects of business ethics.

Don't say too much

The key to success is not only a competently delivered speech, but also its content

The principle of confidentiality applies here. If you have been entrusted with some information in the course of negotiations, do not try to make it publicly known. Be aware of what, when, and to whom you say.

The safety of a company largely depends on the talkativeness of its employees - you should not give out corporate secrets in a friendly or family circle, take them outside the scope of personal correspondence and your department. The same applies to negotiations with competitors - they do not need to know how and on what your organization is working.

Be punctual

This item is related not only to the banal arrival at work without delay, but also to timely responses to incoming letters at work, documentation and correspondence. Manage your working time wisely and then you will have a reputation for being punctual.

Generally accepted standards of etiquette are at the heart of everything

Keep your promises - whether it's the appointed time for a phone call, fulfilling a duty, or organizing an event.

Forget what is the appeal to "You"

A sense of tact and respect for the interlocutor is inherent in the correct address to him. Only one form of appeal applies to your colleagues, bosses and subordinates - you. Even taking into account the informal situation, it is not recommended to contact the manager for you.

A polite form of conversation with customers and a competitor is also an appeal to you.

Telephone etiquette

Telephone conversations are tightly bound by their limited format. This culture provides a clear set of guidelines:

1. do not call your partners and colleagues to your home number without prior approval;
2. the time interval for making calls is no earlier than 8 am and no later than 11 pm;
3. if there is no answer to the call, do not hang up immediately;
4. if the connection was interrupted, the initiator resumes it;
5. do not speak too loudly if you are not asked to do so due to poor audibility;
6. keep the conversation short and to the point;
7. answer calls promptly and without delays;
8. do not leave the phone during a conversation - if necessary, warn the interlocutor;
9. Do not forget about a positive greeting and a wrap-up conversation.

The boss-subordinate relationship

For a constructive dialogue with subordinates, the leader must adhere to these tips:

• encourage the team, even in cases where success has been achieved through leadership actions;
• address criticism not specifically to a person, but to his professional actions;
• make comments, even with insignificant default;
• do not give personal advice to employees who are not related to work;
• Show that power and decision-making are concentrated in the bosses;
• Praise employees for the good performance of tasks, not only financially, but also in words;
• reward workers fairly - the amount of the bonus is equal to professional merit;
• protect your charges from competitors and outsiders.

Always listen to the interlocutor to the end

To form a good opinion of the company and yourself among others, you must follow certain behavioral culture techniques based on psychology. Here, attentiveness and punctuality, a sense of tact are taken as a basis.

In addition to not interrupting your opponent, you need to listen carefully to what he is telling you. This will give you the opportunity to understand his motives and determine his inner state by the manner and voice, the way he builds his questions and proposals. Determination of the partner's internal state (by manners and voice). Neutralization of remarks during a conversation. Ways to protect against misbehavior. The technique of conducting a conflict-free conversation. Self-complacency technique.

Respond to criticism calmly

Emotional management and composure add up to a big plus.

All of us acutely and painfully perceive criticism in our address. But in business communication, it is worth learning to take control of your emotions. To do this, follow the diagram:

1. to listen to the interlocutor - to determine his motives - to understand his mood;
2. neutralize comments during the conversation, focusing on successes;
3. protect against inappropriate behavior by citing urgent work tasks;
4. use the techniques of conflict-free conversation and complacency - restraint, politeness, keeping a count to oneself, while simultaneously looking for ways to resolve a disputable situation.

No gossip

Everyone knows that gossiping is bad. It is especially bad to speak negatively about your employees and colleagues, management, especially to spread rumors about their work and personal life.

Never use unverified information and exclude all personal conversations during work, stop any gossip, referring to the fact that they are not interesting to you.

If you can't resist discussing someone's bad habits and failures at all, write down your shortcomings and work on them.

Business communication rules by phone

The etiquette adopted in a live conversation also extends to the rules of business communication by telephone. In addition to the standard set of polite phrases, it is necessary to correctly and briefly convey the purpose of your call to the person on the other end of the telephone wire. To do this, business communication by telephone has general rules that apply to all employees in the organization:

• correct appeal to the opponent, correct formulation of questions;
• before voicing them - introduce yourself, name your position, the name of the company and the department in which you work, ask the full name of your interlocutor;
• clearly formulate sentences - if you need to interrupt the conversation, apologize and promise to call back at another time.

These representations of business etiquette should be shared by all employees of firms. They are an effective communication tool in the professional sphere, facilitate understanding in a team, help establish contact between management and his clients, and make communication productive.