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Kibanov Zakharov ethics of business relations. Ancestor of the department

HIGHER EDUCATION

the series was founded in 1996.

Ministry of Education Russian Federation State University Office

I.E. VOROZHEIKIN A.Ya. Kibanov D.K. ZAKHAROV

CONFLICTOLOGY

Approved by the Ministry of Education of the Russian Federation as a textbook

for university students educational institutions students in the specialties "Management of the organization", "Personnel management",

"State and municipal government»

Moscow INFRA-M

UDC 331.1(075.8) BBK 65.240ya73

Reviewers:

Department of Management by human resourses Russian Economic Academy. G.V. Plekhanov

Deputy Director of the Labor Institute of the Ministry of Labor and social development RF,

Honored Economist of the Russian Federation, Doctor of Economics, prof. Zubkova A.F.

B75 Vorozheikin I.E., Kibanov A.Ya., Zakharov D.K. Conflictology: Textbook. - M.: INFRA-M, 2004. - 240 p. - (Higher education).

ISBN 5-16-000964-7 (translated)

ISBN 5-16-000256-1 (Reg.)

The textbook presents scientific and applied knowledge about conflicts, their sources, structure and stages of development, forms of manifestation, functions and significance in the socio-economic and other spheres of society. The issues of conflict management, the choice of optimal methods for preventing and overcoming conflicts are considered. conflict situations, the role of the leader in the prevention and resolution of conflicts.

The book is intended for students of economic universities studying in the specialty and direction "Management", "Management in social sphere”, “State and municipal management”, as well as for graduate students and teachers of management disciplines.

knowledge. She has her own subject of study - the social nature, causes, types and dynamics of conflicts, ways, methods, means of their prevention and regulation.

I As an important branch of social science and human studies, conflictology arose, was formed and is currently developing in close connection with social philosophy, sociology, psychology, political economy, history, law, ethics, and a number of other social and human sciences. It relies on the achievements of these sciences and synthesizes everything that is directly related to its subject.

Having originally complex nature, conflictology is in line with the deepening of humanitarian education. Its study, without a doubt, expands the circle and raises the bar of knowledge about man and society, promotes a versatile understanding of the problems of social interaction, and the application of effective ways to solve them.

to The practical application of conflictology is already called

A simple everyday circumstance that, while agreeing with the widespread assertion “a bad peace is better than a good quarrel”, people nevertheless “cannot avoid disharmony, do without conflicts. Often, a conflict turns out to be not only inevitable, but also an acceptable “conclusion” from the current situation, perhaps the only way to restore the disturbed balance in people's relationships, to allow them to come to an agreement regarding joint affairs, private! and common interests, norms of behavior.

I- If this is the case, you need to learn to recognize the objective and subjective nature of conflicts, their immediate causes and motives, to navigate in what forms conflicts take place and in what ways they are resolved, to master the art of managing them. This task is especially important for managers, leaders of any level. One can, perhaps, argue that for them to suffer the correct behavior in conflict conditions, to be able to manage "conflicts is as necessary as the ability to read and write.

D Undoubtedly, the applied orientation of conflictology along with its theoretical significance. This area of science really helps to recognize conflicts, take appropriate measures for their prevention and resolution. It allows you to better navigate the complexities social life, to look for optimal solutions in conflict situations, to find the most effective ways of influencing the behavior of people, one way or another involved in conflict confrontation.

Hence the demand for conflictology in many life circumstances, when solving very specific problems.

Information gleaned from this area of social and humanitarian knowledge facilitates the choice of means in order to maximize the positive potential of conflicts and at the same time minimize their negative consequences.

Conflictology is necessary for all types of management activities. With regard to management, its main purpose is to encourage the leader to look at conflict situations, as they say, with open eyes, not to be content with intuition and common sense, but to follow certain science in working with people. established rules and conflict management techniques.

The scientific approach presupposes systematically organized, fundamentally structured, methodologically accurate knowledge about the subject (in this case, about conflicts), an orientation towards the knowledge of the laws of the real world and the comprehension of objective truth. Any science, including conflictology, is constructive, designed for the possibility practical application acquired knowledge, for the development and implementation of new projects. Scientific Management social processes, including the regulation of conflicts, is carried out, as a rule, on the basis of analytical calculation, systematic and multilateral influence on the participants in social relations and interaction, and the practical application of recommendations verified by science.

Ordinary knowledge, however vast it may be, is inferior to scientific knowledge. Such knowledge of conflicts is nothing more than a simple summation of various but superficial information about our subject, does not penetrate into the depths of the phenomena of social life, only states facts and previous experience. That is why common sense and intuition, based on flair and insight, are limited in their capabilities, although they can be useful in recognizing, preventing and resolving conflict situations, helping to pragmatically adapt to circumstances and find a practically acceptable way out of the conflict, if it happened.

Of course, different types of conflict clashes, manifestations of excessive social tension in them are studied not for the sake of satisfying curiosity and simply enriching knowledge about the ups and downs of life, but in order to master the methods (techniques and rules) of preventing and resolving conflicts, to get a concrete idea of conciliatory procedures to obtain the consent of the participants labor disputes, property litigation, other social conflicts. It is important to be prepared to characterize and evaluate the appropriate styles of conflict behavior, create and maintain a high culture of communication, mutual understanding and cooperation, functional and social partnership in relations between people.

The main thing, of course, is to learn not only to recognize conflicts, to foresee their consequences, but also to manage them, clearly foresee

hundred m i i tasks and functions of such management. At the same time, of course, the role of the leader in conflict situations, his intellectual, strong-willed and emotional qualities, which are required for the prevention and resolution of conflicts, are highlighted.

To help those who seek to master the basics of scientific knowledge about conflicts, teaching aids. Among such manuals (see List of Recommended Readings), one of the first to become famous was the small book Warning: Conflict! Its authors are FM Borodkin and N.M. Koryak, addressing mainly the heads of enterprises, hoped to form in them a constructive attitude towards conflicts. They managed to convincingly, in a popular science form, show that conflict is one of the means of management, without owning or neglecting which the manager always reduces efficiency. management activities.

The same goal is pursued by the textbook by E.A. Utkin "Conflictology: theory and practice". Considering the main ways, forms and methods of preventing conflict situations, as well as resolving conflicts that have arisen with the least economic, social and moral costs from them, the author addresses both students modern management, and to all involved in it in Russia.

The manuals published in our country in recent years are devoted to the application of conflictology mainly to one side. public life. Thus, the book by A.G. Zdravomyslov “The Sociology of Conflict”, as the title implies, highlights sociological aspects, its content includes an analysis of socio-political processes in modern Russia. Tutorial"Fundamentals of Conflictology" edited by V.N. Kudryavtseva focuses on legal problems conflictology, appropriate methods for determining the participants in conflicts, their interaction and reaching agreement on the principles of consensus. "Conflictology" edited by A.S. Karmina considers intrapersonal, interpersonal, group, interethnic and other types of conflicts primarily from a psychological point of view, among the most effective technologies for resolving conflict situations, giving priority to mediation - negotiations with the participation of an intermediary.

A prominent place is given to conflicts in a number of manuals on personnel work. This is evidenced, for example, by the books of V.R. Vesnin "Practical personnel management" and V.P. Pugachev "Personnel management of the organization", as well as university textbooks on personnel management, published under the editorship of A.Ya. Kibanova, T.Yu. Bazarov and B.L. Eremin.

textbook "Fundamentals of Management" by M. Mescon, M. Albert and F. Hedouri. A separate part of this voluminous book on group dynamics and leadership contains a comprehensive chapter on conflict and stress management. It highlights the nature, types and causes of conflicts in organizations, the process of their deployment, structural and interpersonal ways of resolving conflict situations.

"Leading without conflicts" - under this title, the work of German specialists in management psychology V. Siegert and L. Lang reached Russian readers. The authors of this brilliantly written book consider managerial functions as a task of personality development in the conditions of transition from technocratic and administrative-bureaucratic methods of management to humanistic. They pay primary attention to the prevention (prevention) of conflicts, the removal of psychological tension among the staff, the interaction of people in a spirit of cooperation.

This textbook, offered to the attention of readers, provides a systematic body of scientific and applied knowledge about conflicts. The textbook opens with a brief historical overview of the formation of the foundations of conflictology. This is followed by a presentation of theoretical approaches to the definition of conflict and its functions. In accordance with the requirements of the State Educational Standard for Higher Professional Education of the Russian Federation, the author reveals the typology of conflicts, the sources and immediate causes of conflict situations, the structure and stages of development of conflicts, various forms of their manifestation, their role and significance in the socio-economic and other spheres of society.

Much attention is paid to the prevention and settlement of conflict clashes, the choice of styles of behavior in conflicts and ways to resolve them, and the creation of conditions for effective conflict management. At the same time, the main methods of prevention, the application of regulations and the implementation of conciliation procedures, the role and personal example of the leader in overcoming conflicts and stresses are used.

For the convenience of using the book for educational and methodological purposes, tests, tables, drawings and sample documents are given, all chapters end with a list of control questions and tasks. A list of recommended literature on the subject is given.

The authors prepared the textbook according to a single plan. Everyone did their part of the work: Doctor of Historical Sciences, prof. I.E. Vorozheikin - Introduction, Ch. 1, 2, 3, 4 and 6, 5.2 and 5.3 ch. 5, 10.1 and 10.2 ch. 10, Brief terminological dictionary; Doctor of Economics, prof. AND I. Kibanov (leader of the team of authors) - ch. 8 and 9, Brief terminological dictionary, test; Candidate of Economics, Assoc. D.K. Zakharov - 5.1 Ch. 5, ch. 7, 10.3 Ch. 10, Brief terminological dictionary, test.

CONFLICTS AND THEIR DEVELOPMENT

Chapter 1. FORMATION OF THE BASIS OF CONFLICTOLOGY

1.1. Accumulation of knowledge about conflicts

Conflicts as an essential side of social connections, interaction and relations of people, their behavior and actions have always, from time immemorial, attracted the inquisitive attention of man. Evidence of this is the mythology and religion of different peoples, folklore and monuments of ancient literature, the judgments of ancient and medieval thinkers, the achievements of the social and human sciences.

Take, for example, the plot with the "apple of discord" and the "judgment of Paris" in Greek mythology. This is a poetic story about how the goddess

Discord and enmity, Eris threw a golden apple on the banquet table with a laconic inscription "the most beautiful" and how they argued who the apple was intended for, who were among the feasting three influential goddesses: Hera - the wife of Zeus, the supreme Olympian goddess; Athena - goddess of wisdom and just war; Aphrodite is the goddess of love and beauty. To resolve the dispute, they turned to Paris, the young prince from Troy. He gave preference to Aphrodite, recognizing her as the most beautiful of the goddesses ...

The biblical story about the contention between Cain and Abel, the sons of Adam and Eve, is impressive. The conflict between them occurred when the brothers offered sacrifices to God, each according to his occupation: Cain as a farmer "of the fruits of the earth"; Abel as a shepherd "from the firstborn of his flock." God favorably reacted to the gift of Abel, but "he did not regard Cain and his gift." This circumstance greatly upset the latter, aroused in him jealousy and envy of his brother. There was a quarrel that ended tragically - with the murder of Abel ..:

You can also recall Russian epics. Reflecting the events that took place at the time of formation Ancient Rus', they colorfully tell about the defense of the borders of their land from enemies, the socio-political conflicts of that time, the heroic deeds of Ilya Muromets, Dobrynya Nikitich, Alyosha Popovich, who defeated

in difficult confrontations between the Nightingale the Robber, the filthy Idolische and other monsters ...

Has long been groped the connection between the explanation of conflicts and the understanding of the essence of the person himself and society. Because The roots of conflictology go back to deep antiquity, to the origins of social philosophy.

So, Confucius - the famous sage of Ancient China - back in the VI century. BC. in his sayings, he argued that anger and arrogance, and with them conflicts, give rise, first of all, to the inequality and dissimilarity of people. He said: “It is difficult for a poor man not to bear malice

And it is easy for a rich man not to be arrogant.” Self-interest, unbridled striving for profit, stubbornness, deceit, flattery, and rhetoric also harm normal communication. On the contrary, a strict attitude towards oneself and indulgence towards others, respect for the highest

And elders, favor to the simple and the small. Therefore, the sage instructed, it is necessary to improve morals, eliminate vices, avoid quarrels, achieve that "litigations are not conducted." Humanity, first of all, kindness, justice, sincerity, benevolence keeps from bad thoughts and deeds.

Answering the question about what constitutes humanity, Confucius explained: it means “keeping oneself with reverence at home, having a good attitude towards business and dealing honestly with others”; behave in public as if meeting an important person; not to do to others what they do not want to themselves; not cause murmuring either in the family or in the country. Evil must be repaid with justice, and good with good.

Confucius himself, as it seemed to his numerous students, possessed undoubted virtues, was "affectionate, kind, respectful, thrifty and compliant." At least four shortcomings were alien to him: "a tendency to speculation, excessive categoricalness, stubbornness, selfishness."

At the same time as Confucius, the ancient Greek dialectic philosopher Heraclitus made an attempt to rationally comprehend the nature of the conflict. He believed that everything in the world is born through enmity and strife. Conflicts were presented to him as an important property, an indispensable condition of social life, for confrontation, including war, is "the father of everything and the king of everything."

The ideas of Heraclitus about conflicts and struggle as the basis of all things were shared by other materialist philosophers of antiquity. At the same time, some of them (for example, Epicurus) expressed the idea that hostile clashes, with their grave consequences, would eventually convince people to live in peace and harmony.

I "Conflicts were also paid attention to by such outstanding minds of antiquity as Plato and Aristotle, who lived in the 5th-4th centuries BC. They believed: a person is by nature a social being; an individual person is only a part of a wider one! # the whole - society; the social principle inherent in a person ^ gives him the ability to understand and cooperate with

other people.

"" At the same time, the tendency to enmity, hatred and Basil was not excluded. In his treatise "Politics" Aristotle pointed to the sources of strife (conflicts), which, in his opinion, consists in the inequality of people in possession of property and receiving honors, jgt also in impudence, fear, neglect, intrigues, dissimilarity of Characters, excessive exaltation of some and humiliation of others.

i; : It should be noted that collectivism in its primitive, crude, and often forced forms for a long time, until the Renaissance, prevailed in public relations. It was consecrated by religion, Christianity, for example, professed the biblical idea of man as the creation of God, of his internal bifurcation - a consequence of original sin, of the confrontation in society of the “good” sent down to people from above and the “evil” inevitable in earthly life.

individualism grew into a mighty force. as one of fundamental principles social interaction and morality, it has become a kind of catalyst for socio-economic transformations, creating conditions for creative aspirations and self-affirmation of the individual. This found its expression in the Western European gum nism, postulates Protestant Christians,doctrine of natural

law and social contract, the ideas of early liberalism.

"* For example, Thomas More, Erasmus of Rotterdam, Francis Bacon and

Other humanists spoke out with a sharp condemnation of medieval unrest, social unrest and bloody civil strife. They stood up for peace and good harmony between people, recognizing them as a decisive factor in the development of society.

John Law, Thomas Tobbs, and other zealots of bourgeois freedoms, private forms of life, and equality of starting opportunities held a different point of view, markedly different from the humanists. They believed that man is a separate self-valuable being,

for whom other people are only his habitat. In relation to society, the priority belongs to the individual. The natural state of social relations is a "war of all against all", in which people act as either enemies or partners.

According to these judgments, conflicts are predetermined by the natural equality of people both in their abilities and in their demands. The impossibility of actually satisfying all claims at once creates conflict situations in relations between them. Of course, the path to agreement is not closed, but cooperation is possible not due to the natural properties of a person, as ancient thinkers believed, but as a result of coercion, the threat of punishment for disobedience, violation of the social contract.

18th century - the Age of Enlightenment - did not bring significant changes in the dissonance of judgments regarding the causes of conflicts and measures to overcome them. Perhaps quite characteristic in this regard is the opinion of Adam Smith, the founder of classical political economy. In his book The Theory of Moral Sentiments, he was a consistent supporter of a certain degree of egoism, i.e. “self-love”, but with the indispensable harmony of selfish interests with the general aspirations of people for well-being and happiness.

Smith believed that the main reason that drives a person in an effort to improve his position, to increase his social status, is to "distinguish himself, attract attention, attract approval, praise, sympathy, or receive the benefits that accompany them." Subsequently, in the world-famous "Study on the Nature and Causes of the Wealth of Nations", he put economic interests at the forefront instead of moral relations between people, considering, however, the main thing that a person's priority concern for his own material well-being should not be an obstacle to the common good. so that the thought of the welfare of the whole society prevails over personal motives.

The author of The Theory of Moral Sentiments definitely proceeded from the premise that “a person can exist only in society” and “has a natural inclination towards the social state”, and therefore for him “respect for general rules morality is actually the so-called sense of duty. Noting that prudence, justice, philanthropy are the qualities that bring the greatest benefit to people, Smith wrote: “Our own well-being prompts us to prudence; the well-being of our neighbors induces us to justice and philanthropy; justice removes us from everything that can harm the happiness of our neighbors, while philanthropy prompts us to that which can contribute to it.

Pitirim Sorokin
1.3. Contemporary concepts of conflict
Elton Mayo
Sociologists of the well-known Chicago school had a certain influence on the development of conflictology.
Lewis Coser.
Kenneth Boulding.
Part of foreign psychologists
A.G. Zdravomyslov, Sociology of Conflict.
Domestic psychologists believe
...
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UDC 331.1(075.8)

BBK 65.240ya73

Reviewers:

Department of Human Resource Management

Russian Economic Academy. G.V. Plekhanov

Deputy Director of the Labor Institute of the Ministry

Labor and social development of the Russian Federation,

Honored Economist of the Russian Federation, Doctor of Economics, prof. Zubkova A.F.

B75 Vorozheikin I.E., Kibanov A.Ya., Zakharov D.K. Conflictology: Textbook. - M.: INFRA-M, 2003. - 240 p. - (Series "Higher education").

ISBN 5-16-000964-7 (translated)

ISBN 5-16-000256-1 (Reg.)

The textbook presents scientific and applied knowledge about conflicts, their sources, structure and stages of development, forms of manifestation, functions and significance in the socio-economic and other spheres of society. The issues of conflict management, the choice of optimal methods for preventing and overcoming conflict situations, the role of the leader in the prevention and resolution of conflicts are considered.

The book is intended for students of economic universities studying in the specialty and direction "Management", "Management in the social sphere", "State and municipal management", as well as for graduate students and teachers of management disciplines.

ISBN 5-16-000964-7 (translated)

ISBN 5-16-000256-1 (Reg.)

BBK 65.240ya73

INTRODUCTION

Conflictology is separate area scientific knowledge. It has its own subject of study - the social nature, causes, types and dynamics of conflicts, ways, methods, means of their prevention and regulation.

As an important branch of social science and human studies, conflictology arose, was formed and is currently developing in close connection with social philosophy, sociology, psychology, political economy, history, law, ethics, and a number of other social and human sciences. It relies on the achievements of these sciences, synthesizes everything that directly relates to its subject.

Having initially a complex character, conflictology is in line with the deepening of humanitarian education. Its study, no doubt, expands the circle and raises the bar of knowledge about man and society, contributes to a comprehensive understanding of the problems of social interaction, the application of effective ways to solve them.

The practical application of conflictology is already caused by the simple everyday circumstance that, agreeing with the widespread statement “a bad world is better than a good quarrel”, people nevertheless cannot avoid disharmony, do without conflicts. Quite often, a conflict turns out to be not only an inevitable, but also an acceptable “way out” of the current situation, perhaps the only way to restore the disturbed balance in people’s relationships, to allow them to come to an agreement on joint affairs, private and common interests, norms of behavior.

If this is the case, you need to learn to recognize the objective and subjective nature of conflicts, their immediate causes and motives, to navigate in what forms conflicts take place and in what ways they are resolved, to master the art of managing them. This task is especially important for managers, leaders of any level. One can, perhaps, argue that for them to learn how to behave correctly in conflict conditions, to be able to manage conflicts is as necessary as the ability to read and write.

Undoubtedly, the applied orientation of conflictology along with its theoretical significance. This field of science really helps to recognize conflicts, take appropriate measures for their prevention and resolution. It makes it possible to better navigate the complexities of social life, look for optimal solutions in conflict situations, and find the most effective ways to influence the behavior of people who are somehow involved in conflict confrontation.

Hence the demand for conflictology in many life circumstances, in solving very specific problems. Information gleaned from this area of social and humanitarian knowledge facilitates the choice of means in order to maximize the positive potential of conflicts and at the same time minimize their negative consequences.

Conflictology is necessary for all types of management activities. In relation to management, its main purpose is to encourage the manager to look at conflict situations, as they say, with open eyes, not to be content with intuition and common sense, but to follow certain, scientifically established rules and methods of conflict management in working with people.

The scientific approach presupposes systematically organized, fundamentally structured, methodologically accurate knowledge about the subject (in this case, about conflicts), an orientation towards the knowledge of the laws of the real world and the comprehension of objective truth. Any science, including conflictology, is constructive, designed for the possibility of practical application of the acquired knowledge, for the development and implementation of new projects. Scientific management of social processes, including conflict regulation, is carried out, as a rule, on the basis of analytical calculation, systematic and multilateral influence on the participants in social ties and interaction, and the practical application of recommendations verified by science.

Ordinary knowledge, however vast it may be, is inferior to scientific knowledge. Such knowledge about conflicts is nothing more than a simple sum of various, but superficial information about our subject, does not penetrate into the depths of the phenomena of social life, only states the facts and previous experience. That is why common sense and intuition, based on flair and insight, are limited in their capabilities, although they can be useful in recognizing, preventing and resolving conflict situations, helping to pragmatically adapt to circumstances and find a practically acceptable way out of the conflict, if it already happened. .

Of course, different types of conflict clashes, manifestations of excessive social tension in them are studied not for the sake of satisfying curiosity and simply enriching knowledge about the vicissitudes of life, but in order to master the methods (techniques and rules) for preventing and resolving conflicts, to get a concrete idea of conciliation procedures that allow bring the parties to labor disputes, property litigations, and other social conflicts to an agreement. It is important to be prepared to characterize and evaluate the appropriate styles of conflict behavior, create and maintain a high culture of communication, mutual understanding and cooperation, functional and social partnership in relations between people.

The main thing, of course, is to learn not only to recognize conflicts, to foresee their consequences, but also to manage them, clearly presenting the tasks and functions of such management. At the same time, of course, the role of the leader in conflict situations, his intellectual, strong-willed and emotional qualities, which are required for the prevention and resolution of conflicts, are highlighted.

Teaching aids are intended to help those who seek to master the basics of scientific knowledge about conflicts. Among such manuals (see List of Recommended Readings), one of the first to become famous was the small book Warning: Conflict! Its authors are F.M. Borodkin and N.M. Koryak, addressing mainly the heads of enterprises, counted on instilling in them a constructive attitude towards conflicts. They managed to convincingly, in a popular science form, show that conflict is one of the means of management, without owning or neglecting which the manager always reduces the effectiveness of managerial activity. The same goal is pursued by the textbook by E.A. Utkin "Conflictology: theory and practice". Considering the main ways, forms and methods of preventing conflict situations, as well as resolving conflicts that have arisen with the least economic, social and moral costs from them, the author addresses both those studying modern management and all those involved in it in Russia.

The manuals published in our country in recent years are devoted to the application of conflictology mainly to one side of public life. So, the book by A.G. Zdravomyslova "Sociology of Conflict", as the name implies, highlights sociological aspects, its content includes an analysis of socio-political processes in modern Russia. Textbook "Fundamentals of Conflictology" edited by V.N. Kudryavtseva focuses on the legal problems of conflictology, the appropriate methods for determining the participants in conflicts, their interaction and reaching agreement on the principles of consensus. "Conflictology" edited by A.S. Karmina considers intrapersonal, interpersonal, group, interethnic and other types of conflicts primarily from a psychological point of view, among the most effective technologies for resolving conflict situations, giving priority to mediation - negotiations with the participation of an intermediary.

Educational publications of foreign authors translated into Russian are also of interest. Some of them are attractive and useful primarily because they are prepared by management specialists. For example, the American textbook "Fundamentals of Management" by M. Mescon, M. Albert and F. Hedouri is in demand in our economic universities. A separate part of this voluminous book on group dynamics and leadership contains a comprehensive chapter on conflict and stress management. It highlights the nature, types and causes of conflicts in organizations, the process of their deployment, structural and interpersonal ways of resolving conflict situations.

"Leading without conflicts" - under this title, the work of German specialists in management psychology V. Siegert and L. Lang reached Russian readers. The authors of this brilliantly written book consider managerial functions as a task of personal development in the context of the transition from technocratic and administrative-bureaucratic methods of management to humanistic ones. They pay primary attention to the prevention (prevention) of conflicts, the removal of psychological tension among staff, the interaction of people in a spirit of cooperation.

In this textbook, offered to the attention of readers, a systematic body of scientific and applied knowledge about conflicts is given. The textbook opens with a brief historical overview of the formation of the foundations of conflictology. This is followed by a presentation of theoretical approaches to the definition of conflict and its functions. In accordance with the requirements of the State Educational Standard of Higher vocational education The Russian Federation reveals the typology of conflicts, the sources and immediate causes of conflict situations, the structure and stages of development of conflicts, various forms of their manifestation, the role and significance in the socio-economic and other spheres of society.

The authors prepared the textbook according to a single plan. Everyone did their part of the work: Doctor of Historical Sciences, prof. I.E. Vorozheikin - Introduction, Ch. 1, 2, 3, 4 and 6, 5.2 and 5.3 ch. 5, 10.1 and 10.2 ch. 10, Brief terminological dictionary; Doctor of Economics, prof. AND I. Kibanov (leader of the group of authors) - ch. 8 and 9, Brief terminological dictionary, test; Candidate of Economics, Assoc. D.K. Zakharov - 5.1 Ch. 5, ch. 7, 10.3 Ch. 10, Brief terminological dictionary, test.

Foreword ................................................................ ...... 3 SECTION I. THEORETICAL FOUNDATIONS OF ETHICAL BUSINESS RELATIONSHIPS Chapter 1 1.1. Essence of ethics of business relations..............................5 1.2. Basic principles of business ethics .......... 8 1.3. Patterns of interpersonal relationships ........... 15 1.4. Ethical Issues in Business Relations.................................. 21 Control questions.............................. 30 Practical tasks .............. ............ 31 Chapter 2 2.1. Ethics and social responsibility of organizations... 42 2.2. Ethics in the activities of organizations....... 48 2.3. Increasing the ethical level of the organization .......... 53 Control questions .............................. 56 Practice task ................................... 57 Chapter 3 3.1. Ethical standards of the organization and the ethics of the leader. 61 3.2. Management of ethical norms of interpersonal relations in a team....................... 65 3.3. Norms of ethical behavior of the leader............. 71 3.4. Ethics of relationships with a "difficult" leader.. 76 3.5. Ethics of resolving controversial issues, conflict situations .......................................... 80 Control questions............................................ 87 Practical tasks.................. .............. 88 SECTION II. COMMUNICATION AS A TOOL FOR ETHICAL BUSINESS RELATIONSHIPS Chapter 4 4.1. Communication as a socio-psychological category .............................................. 108 4.2. Communicative culture in business communication ...... 114 4.3. Kinds business communication........................... 118 4.4. Business Communication Management .................................. 121 Checklists .............................................. ...... 129 Practical tasks ............... 130 Chapter 5 Verbal communication.................................... 142 5.1. Fundamentals of business rhetoric .............................. 142 5.2. Culture of speech in business communication .................................. 146 5.3. Ethics of the use of means of expressiveness of business speech .............................................. 149 5.4. Culture of Discussion.............................. 154 5.5. Peculiarities of verbal behavior .............................. 159 Control questions .................................. ... 163 Practical tasks.............................. 164 Chapter 6 6.1. Basics non-verbal communication................... 169 6.2. Kinetic features of non-verbal communication............................................... 174 6.3. Visual contact.............................. 180 6.4. Proxemic features of non-verbal communication .............................................. 185 Control questions .. .................................. 192 Practical task .............................. ........ 193 Chapter 7: Remote Communication............................................... 196 7.1. Ethics telephone conversation........... 196 7.2. Culture of business writing .......................... 200 Control questions .................. ......... 205 Practical tasks....................... 205 Chapter 8 8.1. Characteristics of manipulations in communication ...................... 212 8.2. Rules for Neutralization of Manipulations............... 218 8.3. Techniques that encourage communication and building trust .......................................... 222 Control questions .................................. .................. 227 Practical tasks .............................. 227 SECTION III. RULES AND ETIQUET OF BUSINESS RELATIONSHIPS Chapter 9. Rules of business relations.................................... 232 9.1. Preparation rules public speaking....... 232 9.2. Rules for preparing and conducting a business conversation.. 237 9.3. Rules for conducting an interview .................. 242 9.4. Rules for the preparation and holding of business meetings .............................................. 245 9.5. Rules for Negotiating with Business Partners .................................................................. 250 9.6. Rules for Constructive Criticism .................................. 261 Control Questions .................................. ... 266 Practical tasks ............................... 267 Chapter 10. Etiquette business man.............................. 274 10.1. Etiquette and image of a business person............... 274 10.2. Business card.............................. 278 10.3. Etiquette of greetings and introductions............... 283 10.4. Appearance of a business person .................................. 286 10.5. Peculiarities appearance business woman .... 290 Control questions .............................. 295 Practical task .......... ................. 296 Chapter 11 11.1. Behavior in in public places................ 298 11.2. Etiquette business receptions......................... 305 11.3. Peculiarities of business communication with foreign partners .................................................. 316 11.4. The Art of the Compliment.............................. 322 11.5. Rules for presenting gifts....................... 326 Control questions............................. ...... 329 Practical task ............................ 330 Applications Annex 1. code of ethics by PROCTER & GAMBLE .......... 333 Annex 2. Model documents used in the prevention and resolution of conflicts .......................................... .. 348 Appendix 3. Examples of writing individual business letters and other documents ........................................ 354 Bibliography ............................................... 361

4. Makashov I.N., Ovchinnikova N.V., Chistyakova K.A. Ethics and culture of management - M .: Publishing house "Sputnik +", 2010.-427s: ill.

Omelchenko, N.A. Ethics of the state and municipal service: a textbook for bachelors / N.A. Omelchenko. – 5th ed. revised and additional - M. : Yurayt Publishing House, 2013. - 408s. – Series: Bachelor. Basic course.

Omelchenko, N. D. Ethics and culture of management in the system of state power and civil service: textbook. allowance / N. A. Omelchenko. - M.: GUU, 2010.

7. Osipova, I. N. Ethics and management culture: textbook. allowance / I. N. Osipova. - M.: FORUM, 2011.

8. Parliamentary ethics in Russia // Collection of materials of the Commission of the State Duma of the Federal Assembly of the Russian Federation on ethics. - M., 2002.

10. Professional ethics: studies. allowance / otv. ed. M. I. Rosenko. - St. Petersburg, 2006.

11. Rawls, J. Theory of Justice / J. Rawls. - Novosibirsk, 1995.

12. Sutor, B. Small political ethics [V. Sutor. Kleine Politische Ethik]. Bonn: Bundeszentrale fur politische Bildung, 1997 (translated by S. Kurbatova, K. Kostyuk). Access mode: http://krotov. info/lib_sec/18_s/sut/or.htm

WORKSHOP #3

Topic 4. Ethics and economics: ethical aspects economic activity

No. p.p.	Student's last name	Topic	Grade
	Aristov Nikita	Economic ethics. What it is? The subject and scope of economic ethics.
	Balabko Ekaterina	Social and corporate social responsibility of business. What is its content? How is it different from legal responsibility?
	Ivanova Alena	How applicable is the concept of morality to market economy? What answer did A. Smith give to this question?
	Kostin Evgeniy	What, according to K. Homan, is based on the ethical value of the principle of competition in modern market competition?
	Kulagina Julia	State and business. Ethics economic relations in world practice.
	Kucher Irina	Russian experience ethics of relations in the interaction between the state and business.
	Manokhin Alexander	What national traditions of Russian entrepreneurial ethics can be used in modern Russia?

Questions and tasks for control

3. What are the main arguments "for" and "against" the social responsibility of business?

4. What are modern approaches to the problem of the relationship between the state and business. What are the main ethical aspects of these relationships?

1. Guseinov, A. A. Ethics: textbook / A. A. Guseinov, R. G. Apresyan. - M.: Gardariki, 2006.

2. E. V. Zolotukhina-Abolina Modern ethics: studies. allowance / E. V. Zolotukhina-Abolina. - 3rd ed., revised. and additional - Rostov n / a: March, 2005.

3. Ionova, A. I. Ethics and culture government controlled: studies. allowance / A. I. Ionova. - M.: RAGS, 2005.

4. Kibanov A.Ya., Zakharov D.K., Konovalova V.G., Ethics of business relations: Textbook / Ed. AND I. Kibanova. - 2nd ed., corrected. and additional .. - M .: Infra-M, 2011. - 424 p. (Higher education).

5. Makashov I.N., Ovchinnikova N.V., Chistyakova K.A. Ethics and culture of management - M .: Publishing house "Sputnik +", 2010.-427s: ill.

6. Omelchenko, N.A. Ethics of the state and municipal service: a textbook for bachelors / N.A. Omelchenko. – 5th ed. revised and additional - M. : Yurayt Publishing House, 2013. - 408s. – Series: Bachelor. Basic course.

7. Omelchenko, N. A. Ethics and culture of management in the system of state power and civil service: textbook. allowance / N. A. Omelchenko. - M.: GUU, 2010.

8. Osipova, I. N. Ethics and management culture: textbook. allowance / I. N. Osipova. - M.: FORUM, 2011.

9. Petrunin, Yu. Yu. Business ethics: textbook / Yu. Yu. Petrunin, V. K. Borisov. - 4th ed. - M.: TK Velby; Prospect, 2007.

10. Professional ethics: textbook. allowance / otv. ed. M. I. Rosenko. - St. Petersburg, 2006.

Kibanov Zakharov ethics of business relations. Ancestor of the department

INTRODUCTION

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