Rules of professional ethics and business communication. Ethics and rules of business communication

federal state budgetary educational institution higher vocational education

"RUSSIAN ACADEMY OF THE NATIONAL ECONOMY AND PUBLIC SERVICE UNDER THE PRESIDENT OF THE RUSSIAN FEDERATION"

VOLGA INSTITUTE them. P.A. STOLYPIN

Department of Organization Management

COURSE WORK

By discipline: "Fundamentals of management theory"

Presentation on theme: "Ethics of business communication. Etiquette in management»

Performed:

1st year student, 125 groups

Kuzmina A.S.

Head: Amirova S.Yu.

SARATOV 2011

Introduction

Chapter 1. The concept, structure and functions of business communication

1 The concept of business communication

2 Structure and functions of communication

2.1 Communicative function of communication

2.2 Interactive and perceptual functions of communication

Chapter 2. General ethical principles and the nature of business communication

1 The concept of business communication principles

1.1 Ethics of business communication "top-down"

1.2 Ethics of business communication "bottom-up"

1.3 Ethics of business communication "horizontally"

2 Ethical and cultural requirements for public speaking

2.1 Stages of preparing and conducting a public speech

2.2 Ways to give a speech

3 Establishing contact with the audience

4 Posture, gestures, facial expressions of the speaker

Conclusion

List of sources used

Introduction

The ability to properly communicate with people is the main thing in the profession of a manager. It is the right communication, the ethics of conversation, appearance arranges a business, official conversation in the right way and leads to a positive conclusion on both sides. For a leader of any rank, most of whose working time consists in communicating with a wide variety of people, it is necessary to know not only psychology, but also the ethics of business communication, which can be defined as a set of moral norms, rules and ideas that regulate the behavior and relations of people in the process of their production activities. The leader spends most of the working day in communication with people, and therefore knowledge of the etiquette of business communication is necessary for a good leader. Also, each country has its own business communication etiquette, this explains the mentality of each state and because of this different communication, therefore, each country studies the etiquette of other countries, but maintains its own standards of behavior, its own business etiquette. All this explains the relevance of the topic I have chosen. I also constantly communicate with teachers, with employers, which is business communication. After graduating from the institute, I will constantly encounter communication, with business conversations, since my profession consists precisely of this, and I still know the etiquette of business communication in general terms, and therefore I was interested in this topic, and I chose it in order to more deeply learn the etiquette of business relations.

Chapter 1. The concept, structure and functions of business communication

.1 Concept of business communication

To begin with, I will give a few definitions on this topic in order to have an idea of ​​\u200b\u200betiquette and, simply, about communication, because theoretical material is very important in practice.

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

Business etiquette is the established order of conduct in the field of business and business contacts.

Communication - the process of interaction public actors: social groups, communities or individuals in which there is an exchange of information, experience, abilities and results of activities. Communication acts as a way of being of society and man. It is in the process of communication that the socialization of the individual and its self-realization take place.

Business conversation- this is a process of interaction in communication, in which information is exchanged to achieve a certain result. Those. This communication is purposeful. It arises on the basis of and about a certain type of activity. In business communication, the personality, character, and mood of the interlocutor are taken into account, but the interests of the case are more significant than possible personal differences.

Business communication arises on the basis of and about a certain type of activity related to the production of a product or business effect. At the same time, the parties to business communication act in formal (official) statuses, which are determined by the necessary norms and standards of people's behavior. Also, business communication has a historical character, it manifests itself at different levels of the social system and in various forms. His distinguishing feature- that it is not an end in itself, but serves as a means to achieve some other goals. For example, in the conditions market relations It is primarily about maximizing profits. Business communication is a necessary part human life And the most important relationships between people. Ethical norms are the eternal and one of the main regulators of these relations; they express our ideas about good and evil, justice and injustice, the rightness or wrongness of people's actions. And communicating in business cooperation with his subordinates, boss or colleagues, each of us, consciously or spontaneously, relies on these ideas. Observing the norms of etiquette, a person can facilitate business communication for himself, make it more efficient, help in solving tasks and achieving goals, and ignorance of these norms can make this communication difficult or even impossible.

Summarizing, we can say that the ethics of business communication can be defined as a set of moral norms, rules and ideas that regulate the behavior and attitudes of people in the course of their production activities.

1.2 Structure and functions of communication

The structure of communication is divided into three interrelated aspects:

· Communicative? consists in the exchange of information between communicating individuals;

· Interactive? consists in organizing interaction between communicating individuals (exchange of actions);

· Perceptual? means the process of perception and knowledge of each other by partners in communication and the establishment of mutual understanding on this basis

There are also three functions in communication:

· information and communication;

· regulatory and communicative;

· affective-communicative

.2.1 Communicative function of communication

During the process of communication, not just the movement of information takes place, but the mutual transfer of information between two individuals, i.e. information exchange. They try not only to receive information, but to comprehend it. In terms of communication, communication barriers may arise, which are of a social and psychological nature. Communicative information can be motivating (order, request, advice) and ascertaining (message).

Any information, when transmitted, must be encoded and must have sign systems. There is a division of means of communication, the simplest is verbal and non-verbal, using different sign systems.

Verbal communication is used as human speech. Speech is the most versatile means of communication.

Model of the verbal communication process:

WHO? (transmits a message) - Communicator

WHAT? (transmitted) - Message (text)

HOW? (transmitting) - Channel

TO WHOM? (message sent) - Audience

WITH WHAT EFFECT? - Efficiency

During the communication process, the communicator can take different positions:

· open (openly expresses his point of view)

· detached (keeps aloof, contradicts other points of view)

· closed (hides his point of view)

There are three types of speech acts in modern communication:

· questions (a statement aimed at getting an answer)

· motives (if the expected reaction to the cue is some kind of action outside the dialogue)

· messages (if no reaction is expected from the interlocutor, except for “taking note” of the information)

Non-verbal communication is carried out by using non-verbal expressions (gestures, facial expressions, etc.). In service relations non-verbal communication in the form of gestures, it should be neutral, so that the interlocutor does not take it for familiarity.

Non-verbal expressions are divided into four groups:

· Extra- and paralinguistic (type of speech, intonation, pauses, laughter, coughing, etc.)

· Optical-kinetic (gestures, facial expressions, pantomime)

A gesture is a movement of the arms or hands, they are classified based on the functions that they perform:

Mimicry is the movement of facial muscles.

· Pantomime - a set of gestures, facial expressions and body position in space (poses).

· Proximics - the organization of space and time of the communicative process

Communication distances:

Intimate - from 0 to 0.5 meters. Communication with loved ones. Information is transmitted in a quiet and calm voice. Much is conveyed through gestures, looks, facial expressions;

Interpersonal - from 0.5 to 1.2 meters. Communication between friends;

Official business or social - from 1.2 to 3.7 meters. Business conversation.

Public - more than 3.7 meters. Speaking in front of an audience.

Summarizing, it can be said that verbal communication we raise the interlocutor with the help of speech, during conversation, and in non-verbal communication we understand a person by gestures, facial expressions, and the possession of non-verbal language allows us to determine the position of the interlocutor.

1.2.2 Interactive and perceptual functions of communication

An interactive function is a characteristic of those components of communication that are associated with the interaction of people, with the direct organization of their joint activities. There are two types of interactions - cooperation and competition.

Cooperative interaction means the Coordination of the forces of the participants. Cooperation is a necessary element of joint activity, generated by its very nature. One of the most striking forms of competition is conflict.

The perceptual function of communication is the process of perception and understanding by people of each other.

All three aspects of communication are closely intertwined, organically complement each other and make up the process of communication as a whole.

Chapter 2. General ethical principles and the nature of business communication

.1 Concept of business communication principles

The ethics of business communication should be taken into account in its various manifestations: In relations between an enterprise and the social environment, between enterprises, within one enterprise - between a leader and subordinates, between a subordinate and a leader, between people of the same status. Between the parties of this or that type of business communication, there is a specificity. The task is to formulate such principles of business communication that would not contradict the general moral principles of people's behavior, so that they serve as a reliable tool for coordinating the activities of people involved in business communication.

The general moral principle of human communication is contained in the categorical imperative of I. Kant: “Act in such a way that the maxim of your will can always also 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 in such a way that the maxim of your will is compatible with the moral values ​​of other parties participating in communication, and allows coordination of interests of all parties.

From this it follows that the basis of the ethics of business communication should be coordination, and, if possible, harmonization of interests. Coordination must be carried out by ethical means and for the sake of morally justified goals. Making an ethical choice and making an individual decision is often a very difficult task.

Despite all the problematic and difficult choice of a moral position, there are a number of provisions in communication, following which you can facilitate business communication, increase its efficiency, and avoid mistakes in the process of interacting with others in business. It is necessary to know that in morality there is no absolute truth and no supreme judge among people. When it comes to the ethical failures of others, one should not make “moral flies” into “moral elephants.” When it comes to your mistakes, you should do the opposite. In morality, one should praise others, and make claims against oneself. Starting with yourself only then you can judge others, and this is how the main imperative of behavior sounds - “start with yourself”.

Particular attention should be paid to Golden Rule ethics of communication: "Treat others as you would like to be treated." In the negative form, in the formulation of Confucius, it reads: "What you do not wish for yourself, do not do to others." This rule is also applicable to business communication, but in relation to its individual types: “top-down” (leader-subordinate), “bottom-up” (subordinate-leader), “horizontally” (employee-employee).

.1.1 Top-down business ethics

In business communication "top-down", i.e. in relation to a leader to a subordinate, the golden rule of ethics can be formulated as follows: "Treat your subordinate the way you would like to be treated by a leader." The art and success of business communication largely comes from precisely those ethical norms and principles that the leader uses in relation to his subordinates. The norms and principles are understood as what behavior in the service is ethically acceptable, and what is not. Without observing the ethics of business communication between a leader and a subordinate, most people feel uncomfortable and uncomfortable in a team. The attitude of the leader to subordinates affects the whole nature of business communication, largely determines its moral and psychological climate. It is at this level that moral standards and patterns of behavior are formed in the first place. Let's note some of them:

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

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

If the employee did not follow your instructions, you must let him know that you are aware of this, otherwise he may decide that he tricked you.

The remark to the employee must comply with ethical standards. First, you should ask the employee himself to explain the reason for the failure to complete the task, perhaps he will give facts unknown to you. It is worth making comments one on one - it is necessary to respect the dignity and feelings of a person.

Only actions and deeds should be criticized, and not the personality of a person; one cannot go over to personalities, as this is not ethical and is already considered an insult.

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

Never advise a subordinate on how to act in personal matters, because the leader at work is the leader and there must be a business relationship. If the advice helps, then you won’t always hear gratitude, and if it doesn’t help, all the responsibility will fall on you.

Also treat employees equally, do not single out favorites.

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

Observe the principle of distributive justice - the more merit, the greater should be the reward. Encourage your team even if success is achieved mainly due to the success of the leader himself. Strengthen the subordinate's self-esteem. A job well done deserves not only material, but also moral encouragement. Do not be lazy to once again praise the employee.

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

Choose the correct form of the order, the most acceptable norms of behavior.

Forms of the order can be: order, request, request and the so-called "volunteer".

Order. Most often used in emergency as well as in relation to unscrupulous employees.

Request. It is used in the event that the situation is ordinary, and the relationship between the leader and the subordinate is based on trust and goodwill.

Question. “Does it make sense to do this? , How are we supposed to do this?" Best used when you want to spark discussion about how best to do a job or push an employee to take the lead. At the same time, employees must be voluntary and sufficiently qualified. Otherwise, some may perceive your question as a sign of weakness and incompetence.

"Volunteer". "Who wants to do this?" Suitable for such a situation when no one wants to do the work, but, nevertheless, it must be done. In this case, the volunteer hopes that his enthusiasm will be appropriately appreciated in future work.

Summarizing what has been said about the type of business communication "top-down", we can say that to support a good relationship ethical standards must be observed between the leader and the subordinate, there should not be greatness on the part of the leader, but the subordinate must not forget that the leader is all such his immediate superior and must fulfill all the moral requirements of the leader.

ethical business communication public

2.1.2 Bottom-up business communication ethics

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

Knowing how to treat and treat your leader is no less important than how a leader should treat his subordinate. Without this, it is difficult to find a "common language" with both the boss and subordinates. Using certain ethical norms, you can attract the leader to your side, make him your ally, but you can turn him against yourself, make him your ill-wisher.

There are several necessary ethical norms and principles that can be used in communication with the leader.

Try to help the leader in creating a friendly atmosphere in the team, strengthening fair relations

Do not try to impose your point of view on the leader or command him. Express your suggestions or comments with tact and courtesy. You do not have the right to directly order something to him, because you are a subordinate.

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

Do not talk to the boss in a categorical tone, do not always say only “yes” or only “no”. An employee who always agrees is annoying and gives the impression of a flatterer. The person who always says no is a constant irritant.

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

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

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

Thus, I would like to note that the subordinate must comply with the above ethical standards in order not to lose confidence, in order not to fall in the eyes of his leader and to be a good worker.

2.1.3 Ethics of business communication "horizontally"

The general ethical principle of communication is “horizontally”, i.e. between colleagues (leaders or ordinary members of the group), can be formulated as follows: "In business communication, treat your colleague the way you would like him to treat you." If you find it difficult how to behave in a given situation, put yourself in the place of your colleague.

For example, a fellow manager needs to find the right tone and acceptable standards of business communication with employees of equal status from other departments, and this is a very difficult task. Especially when it comes to communication and relationships within the same enterprise. Most often, such employees are competitors for success in promotion. At the same time, these are people who, together with you, belong to the team of the general manager. In this case, participants in business communication should feel equal in relation to each other.

There are several principles of business communication ethics between colleagues.

Do not demand any special treatment or special privileges from the other.

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

If your responsibilities overlap with those of your colleagues, this is a very dangerous situation. If the manager does not separate your duties and responsibilities from others, try to do it yourself.

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

If you are asked to temporarily transfer your employee to another department, do not send unscrupulous and unqualified employees there - after all, they will judge you and your department as a whole.

Don't be prejudiced against your colleagues. As far as possible, discard prejudice and gossip in 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 kind attitude towards the interlocutor.

Don't make promises you can't keep. Do not exaggerate your importance and business opportunities. Do not exceed your authority.

Do not discuss personal topics. At work, it is not customary to ask about personal matters, and even more so problems.

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

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

Try to show sympathy for the person - with a word, look, gesture, let the participant in the conversation understand that he is interested in you. Smile, look straight into your eyes.

View your colleague as a person to be respected in and of itself, not as a means to your own ends.

So, about the type of business communication “horizontally”, we can say that communication between employees, colleagues should be mutually beneficial, friendly, conflict-free, competing and showing dominance can be lost position. According to the above advice, there should be equality between colleagues of equal status.

2.2 Ethical and cultural requirements for public speaking

Public speaking is an oral monologue with the aim of influencing the audience. In the field of business communication, such genres as a report, informational, welcome and sales speech are most often used.

2.2.1 Stages of preparing and conducting a public speech

The classical scheme of oratory is based on 5 stages:

· Selection required material, content of public speaking;

· Drawing up a plan, distributing the collected material in the required logical sequence;

· "Verbal expression", literary processing of speech;

· Memorization, memorization of the text;

· Pronunciation.

Today, there are three main stages in oratory activity:

· Pre-communicative (determining the topic and purpose of the speech; assessment of the audience and the situation; selection of material; creation of the text; rehearsal)

· Communicative (delivering a speech; answering questions, conducting controversy)

· Postcommunicative. (speech analysis)

Preparation for any oratorical monologue begins with the definition of its topic and purpose. The topic is determined either by the author himself or by those who invite him to speak. The title of the presentation should be clear, concise, and as short as possible. It should reflect the content of the speech and attract the attention of the audience. It is also necessary to pay special attention to the wording of the topics of reports and messages. Topics should orient people to participate in the discussion of specific issues.

Starting to develop the text, it is necessary to determine the purpose of the speech. The speaker must be clear about the reaction he is seeking. The main goals of a public monologue are communication and impact. The speaker can set the task of informing the audience, giving certain information. He must communicate his goals and objectives to the audience.

It is important to assess the composition of the future audience, tune in to your listeners in advance, taking into account such factors: educational level, direction of education, cognitive interests, gender, age, attitude to the topic and to the speaker.

When addressing young people, one should not flirt, flatter, teach, reproach for ignorance, incompetence, emphasize one's superiority, evade acute problems and questions.

in front of the audience with high level professional or scientific training, one cannot speak if there are no new views, approaches to solving the problem, one cannot allow repetitions, trivial judgments, demonstrate one's superiority, abuse figures, quotations, evade the essence of the problem.

In a heterogeneous audience, delivering a speech is more difficult. If the audience is different in composition, it is necessary, if possible, to address some fragment to each group.

You also need to figure out the size of the audience. A large number of listeners is more difficult to manage. In a huge mass, a person is gullible, incapable of criticism, reacts to emotions. The larger the audience, the easier it will be to speak.

You should find out in what environment the performance will take place - in the hall, in the office, is there a pulpit, a table, a microphone ...

The pulpit helps to concentrate attention on the speaker, behind it one should be located freely, at ease, establishing and trying to maintain a constant distance of 20 - 30 centimeters between the mouth and the microphone.

The placement of listeners in the audience is also important.

It is also necessary to find out after what other talking your performance. After all, each subsequent speech should be more interesting in content and form than the previous one.

"Coding" - the compilation of the text - begins with the selection of material. To make the speech meaningful, it is better to use not one source, but several. Sources of material are divided into groups:

· Immediate - material obtained by the author from life through observation, own experience(knowledge, practice; personal contacts, conversations, interviews; imagination - the mental creation of new paintings, images, projects based on past experience with elements of creativity)

Indirect:

a) official documents:

b) scientific and popular science literature;

V) fiction;

d) newspaper and magazine articles;

e) radio and television broadcasts;

f) reference literature: encyclopedias, dictionaries;

g) results of sociological surveys.

It should be remembered that the material from life experience is always well received by the listeners, it is convincing and they believe it.

The material of a public speech can be theoretical and factual.

The material of the speech must be reliable, it is required to give a lot of facts in order to prove the position and convince the listeners. Pre-check the accuracy of information, numbers, dates, quotes, names.

Preparing a written text has many advantages. Written speech can be checked, corrected; it is easier to remember and longer retained in memory. It should be written on separate sheets, on one side. An experienced speaker may confine himself to drawing up abstracts, abstracts or a detailed plan of speech.

The rehearsal is the pronunciation of the text mentally or aloud, preferably in front of a mirror. You need to find a position in which you feel easy and comfortable, and try to remember it; study the face - straighten frowned eyebrows, mimic wrinkles running over the forehead; think over gestures, methods of establishing contact. Experience shows that for every minute of speaking there are 20-25 minutes of preparation. If the speech is carefully designed, then at the moment of meeting with the audience, the speaker will be confident.

Thus, summarizing, we can say that for speech, it is necessary to

prepare, it all depends on the professionalism of the speaker, and by fulfilling all these requirements, you can get a triumphant speech.

.2.2 Ways to give a speech

There are three ways to pronounce speech:

Reading text;

· Reproduction from memory with reading of individual fragments (based on text);

· Free improvisation (impromptu).

They read such speeches, from the text of which it is impossible to deviate: diplomatic, solemn, reports and co-reports of official content.

To restore the course of the presentation, it is enough to look down at the page and find the information you need. Such a speech creates the impression of free possession of the material, enables the speaker to confidently communicate with the audience.

But it is not always possible to prepare a text. Sometimes at meetings, meetings, meetings, meetings, you have to speak impromptu. This requires a large mobilization of memory, energy, will. Improvisation is possible only on the basis of great knowledge, possession of rhetorical skills.

After the presentation, the speaker often answers questions from the audience. This form of communication requires the speaker to react quickly, benevolently, and possess humor. The speaker's answer is intended not only for the person who asked the question, but also for all the listeners present.

Thus, oratory is important. With correct, concise, competent speech, you dispose the listener to yourself and interest him, which is very important for the speaker.

.3 Establishing contact with the audience

The highest manifestation of the skill of public speaking is contact with the audience. Contact arises on the basis of joint mental activity, similar emotional experiences. The attitude of the speaker to the subject of speech, his interest, conviction evoke a response from the listeners. As the proverb says: “The word belongs half to the one who speaks and half to the one who listens.” Contact is a variable value. It can be complete (with the entire audience) and incomplete, stable and unstable in different fragments of the speech.

To win an audience, you need to establish and constantly maintain eye contact with it. The speaker usually looks around slowly at the audience.

Before the start of speech, a short psychological pause is maintained - 5 - 7 seconds.

Even if the topic is very interesting, the attention of the audience is still distracted over time, dulled. It must be supported by the following oratory techniques:

· Question-answer reception. The speaker raises questions and answers them himself, raises possible doubts and objections, clarifies them and comes to certain conclusions.

· The transition from a monologue to a dialogue allows you to involve individual participants in the discussion process, thereby arousing their interest.

· Reception of creation of a problem situation. Listeners are offered a situation that raises the question: “Why?”, which stimulates their cognitive activity.

· The reception of novelty of information, hypotheses makes the audience assume, reflect.

· Reliance on personal experience, opinions that are always interesting to listeners.

· Showing the practical significance of information.

· Also, the use of humor allows you to quickly win over the audience.

· A short digression from the topic gives the audience an opportunity to "rest".

· Slowing down with a simultaneous decrease in the strength of the voice can draw attention to the responsible places of the speech (the "quiet voice" technique).

· An effective means of contact are special words and expressions that provide feedback. These are personal pronouns of the 1st and 2nd person (I, you, we, we are with you), verbs in the 1st and 2nd person (let's try to understand, make a reservation, note, please, mark for yourself, think, specify, etc.), appeals (dear colleagues, my dears), rhetorical questions (you want to hear my opinion, don't you?). Listed language tools contacts help to overcome the "barrier", serve to unite the speaker with the listeners.

2.4 Posture, gestures, facial expressions of the speaker

Posture, gestures, facial expressions - this is an accessory of an individual style. These elements of the kinetic system of communication contribute to a better assimilation of the expressed thoughts. According to psychologists, 25% of speech is perceived visually.

The speaker must achieve a sense of stability, balance, lightness, mobility and naturalness on the podium, he must feel comfortable in front of the audience. The sight of a person who stands motionless for a long time tires the listeners. During a long presentation, an experienced speaker changes position. A step forward at the right moment enhances the significance of a particular place in speech, helps to focus attention on it. Stepping back, the speaker, as it were, gives the audience the opportunity to "rest" and then moves on to another position of speech. Walking during the performance is not worth it, it distracts the attention of the audience.

The skill of the speaker is manifested in the strengthening of the impact of gestures, facial expressions. Excessive gesticulation does not decorate the speaker and causes hostility and disinterest in the information that the speaker provides. From the necessary gestures that contribute to the success of speech, it is necessary to distinguish meaningless, mechanical ones (shaking the head, straightening hair, clothes, turning a pen, etc.).

Oratory uses:

rhythmic gestures. They emphasize logical stress, slowing down and speeding up speech, the place of pauses.

Emotional gestures. They convey shades of feelings (a clenched fist, an oval movement of the hand, a hand “chopping off” the phrase).

Visual gestures. Visually represent the subject, show it.

symbolic gestures. They carry certain information. This group includes a gesture of categoricalness (a wave with the right hand), a gesture of opposition (the hand performs the movement “here and there” in the air), a gesture of separation (palms open in different directions), a gesture of generalization (an oval movement with both hands at the same time), a gesture associations (fingers or palms of the hands are connected).

The main indicator of the speaker's feelings is facial expression. The speaker's facial expressions stimulate the emotions of the audience, are able to convey a range of experiences: joy and sorrow, doubt, irony, determination ... The facial expression should correspond to the nature of the speech. A good speaker, as A. F. Koni noted, "face speaks with the tongue." face and whole appearance the speaker should express a benevolent, and even friendly attitude, and not an angry one.

After the oratory, an analysis, a conclusion is needed.

Thus, summarizing, we can say that gestures, facial expressions and postures are important during a speech, but you should not overdo it, the speaker will look ridiculous and will not interest the audience.

Conclusion

Completing this work we can draw the following conclusions: mastering the skills of business communication is necessary for future business people: managers, economists and others. These skills can play an important role in the future when closing a deal or signing a contract, also at an important event.

A case of unethical behavior of business leaders is a violation of the law. But unethical behavior should also be considered various kinds of actions of companies that do not take various measures to eliminate defects in their products, which can lead to harmful consequences for the population. Therefore, the concept of business communication ethics also includes the concern of business leaders about the quality of their products, responsibility for the harm that it can cause to the population.

Ethics of business communication covers a wide range of issues related to the purposes and means of doing business. And it should be noted that business representatives sometimes use unethical means to achieve their goals, such as bribes, bribery, etc. But besides this, the very goals of business communication can be unethical. But business communication may be contrary to moral values, while it may be considered unethical. An example is the conclusion of transactions, contracts for the construction of environmentally harmful enterprises.

Ethical norms must be respected in society as well. The more prosperous the ethical atmosphere in society becomes, the more favorable the environment is created at the enterprise. At the same time, unethical behavior and communication will sooner or later result in, if not direct economic losses, then at least social and moral costs for both the enterprise and the social environment.

Therefore, ethical standards of business communication are important for business man By observing them, you will be a professional in your field, and any contract will be yours.

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The work of a successful team is always based on the laws and principles of professional communication. Only relationships built on the laws of business dialogue will create an atmosphere of comfort, positive, trust, goodwill and high efficiency in the organization. It is necessary for all participants in a business dialogue to know and apply the main laws of business communication.

Introduction

Ethics is defined as a science that studies the fundamental positions, norms and essence of morality in society. Experts distinguish the following principles of ethical behavior:

• set and fulfill only long-term tasks and goals;
• solve problems only honestly, openly and in good faith;
• support and develop mutual assistance in the team;
• not violate the law, which contains minimum ethical standards;
• not violate the rights of members of the team;
• increase profits only based on knowledge of legal norms;
• not violate the rights of a subordinate;
• do not interfere with the intellectual and creative development surrounding.

Business communication is such a concept, the essence of which lies in the predominance of business interests over personal differences. Ethics of business communication is a set of norms, rules and principles for both managers and subordinates involved in professional and business activities.

The main task is the cooperation and interaction of different people to achieve a result in solving one problem. Experts identify several types of ethical standards that guide people's behavior, namely:

• honesty;
• integrity;
• justice;
• respect;
• responsibility.

Basic principles of business communication:

• the principle of personality;
• the principle of professionalism;
• principle of citizenship.

Etiquette is an integral part of business communication. Etiquette is a set of unwritten and specific rules for the behavior of team members in traditional society, which initially takes into account the official status of the interlocutor.

The main rules include the following:

• culture of treatment;
• observance of subordination;
• application of greeting norms;
• colleague introduction rules;
• the presence of a mandatory attribute - a business card;
• the use of gifts as a mechanism for reflecting a benevolent attitude towards the interlocutor;
• correct communication over the phone.

Components

Business ethics is required elements directions, namely:

• organization philosophy;
• service relationships;
• leadership style;
• conflict resolution.

• setting up a contact;
• studying the situation;
• discussion of the issue;
• choosing the right solution;
• end of contact.

The communication process includes the following stages of contact:

• need for information;
• understanding of the situation and goals of the dialogue;
• determination of the personal qualities of the interlocutor;
• planning, building a dialogue and a line of conduct;
• choice of speech turns and phrases;
• assessment of the achievement of the results of the dialogue;
• choice of communication method.

Kinds

When conducting business communication, the following types are distinguished:

• benevolent;
• hostile;
• neutral;
• dominant;
• horizontal communication;
• subordinate.

The moral principles of a leader in a top-down relationship are as follows:

• the desire to rally the team and instill moral standards of behavior;
• the ability to understand the causes of the conflict and make an objective decision;
• prevention of conflicts and disagreements;
• increasing the importance of orders among subordinates and monitoring their implementation;
• strict observance of ethical standards when issuing reprimands and comments;
• evaluation only professional qualities without switching to personality criticism;
• the ability to end any conversation with positive emotions;
• detached attitude to the personal life of subordinates;
• equal treatment of all employees of the institution;
• orientation in any situation will increase respect in the team;
• fair distribution of rewards, which will increase the efficiency and morale of the team;
• concealing one's own mistakes is a sign of weakness and dishonesty;
• the ability to defend not only their own interests, but also those of subordinates;
• choose the form of the order in accordance with the tasks, the situation and the personality of the subordinate.

The moral principles of subordinates in a top-down relationship are as follows:

• help in creating friendly relations;
• expressing one's own opinions and comments tactfully and with respect;
• offer their assistance in solving difficult situations, even in extreme conditions;
• choose the appropriate tone of communication;
• be a reliable and loyal member of the team.

There are the following types of dialogue ethics:

• open - a complete expression of one's idea, taking into account the opinion of the opponent;
• closed - inability to conduct a conversation with a clear expression of one's thoughts;
• monologue - one-sided statement of tasks and requirements;
• role - taking into account social value personality.

Rules

To achieve the goals of business communication, specialists working in the field of psychology have deduced basic principles and categories of morality business ethics.

• Confidentiality. Information about the activities of the institution, functional duties and personal life of employees should not be transferred to unauthorized persons. Leakage of information can harm and cause damage to the organization, as well as officials.
• Attentiveness. Attention to colleagues, subordinates and managers will help create a friendly and cohesive team. Understanding the problems of others, the ability to objectively understand the current situation even in extreme situations, the perception of criticism and advice will help to avoid and prevent quarrels and conflicts in the team.
• Goodwill. A polite, friendly attitude in the team is the key to a calm and harmonious work of the organization. A way out of stressful and problematic situations must be found without raising your voice and insults, with the desire to conduct a constructive dialogue.

• Appearance. Compliance with the appearance and position will help to harmoniously fit into the structure of the new team. A neat appearance and competent selection of clothes, accessories and colors will help to create a trusting relationship with colleagues.
• Literacy. The ability to correctly draw up documents and clearly express one’s thoughts, not to use swear words in colloquial speech will help in the performance of professional duties and public life a team. Each personality has its own unique characteristics, traits - intellectual, moral, moral, which were formed under the influence of the team, family, culture.
• Punctuality. Delays and delays testify to the unreliability of a person, the impossibility of entrusting him with the performance of responsible tasks and assignments. Fulfillment of all service tasks within a strictly stipulated time frame is the basic principle of service relations.

The process of communication with the interlocutor will become more pleasant and understandable if you know the typical features of people's behavior and the properties of their character. The basis for business communication should be honesty, responsibility, conscience, duty, goodwill, which will give the relationship a moral connotation.

For the ethical solution of professional conflicts, there is a clear algorithm, following which it will be possible to solve the problem in the moral and legal field. It includes the following instructions:

• search for a moral and ethical base;
• coordination for compliance of actions with the norms of the professional code;
• comparison and comparison with ethical rules;
• bringing to compliance with the rules of morality and decency;
• check on public opinion and reviews of others.

Examples

Modern society has established rules and norms of ethical behavior that allow honestly and conscientiously carry out professional activities. Real life very often shows other examples of the behavior of people who have their own characteristics and violate the principles of business communication. Among them are:

• tax evasion and honest business practices;
• committing offenses with a sense of impunity;
• attribution of professional qualities that do not correspond to reality;
• copyright infringement and plagiarism;
• withholding truthful data in order to obtain material profit;
• disclosure corporate information or providing it to competing structures.

Achieving one's own interests while violating the rights of others is the basis of unethical behavior. The feeling of impunity and concealment of negative deeds in the modern world has become the norm of behavior and is not condemned by society. Among the main reasons for unethical behavior are the following:

• receiving material compensation and profit;
• erroneous understanding of the final goals;
• desire for career growth and inflated personal ambitions;
• impunity;
• low ethical level of the management team;
• ignorance of ethical norms and rules of business conduct.

Violation of the ethics of business communication will necessarily lead to such problems in the team as:

• ethical- inequality, injustice, the emergence of competition, deceit, concealment of information;
• managerial- distrust of leadership, lack of motivation, uncontrolled resolution of problems and conflicts;
• economic- staff turnover, lack of material interest, unwillingness to perform job duties in a qualified manner.

Role

Business etiquette is the norms that dictate the style of conducting business relations. Business ethics has gone through a complex process of formation. There are the following factors that influenced this process:

• economic and political freedom;
• executive power;
• the stability of the legal system.

Business ethics is a mediator that helps to quickly find the right solutions, reducing the number of conflicts, barriers and mutual claims. The main tool is business rhetoric. Rhetoric is the ability to clearly and correctly express one's thoughts and desires.

Successful entrepreneurs need to know and master rhetorical abilities to achieve their goals.

IN modern society there is no single point of view on the role of business communication ethics in professional activities. The ambiguous attitude to this concept has led to the emergence of several theories.

• Refusal to use ethical norms and rules in the conduct of professional activities, compliance with economic laws in the conduct of entrepreneurial activities in order to achieve results and make a profit.
• Application of the laws of business communication ethics only in dialogue with superiors and their complete denial in horizontal communication.
• Conviction in the destructive role of ethical norms on the economy of the institution and harmonious relations in the team.
• The use of corporate ethics as a tool for the balanced development of the organization and only as a mechanism for making a profit, in communication with the team, its use is not advisable.

The pragmatic world of business and its strict rules of doing business, the struggle for leading positions do not accept the norms of ethics in business relations due to the fact that the main task of entrepreneurship is to make a profit, and not to form harmonious relations in a team.

Business communication is a way of communication between people in the process of carrying out entrepreneurial activities or performing job duties. That is, this is a type of communication that is associated with the production process of a product or the provision of a service and is not associated with personal or social relations between people.

Civilized business communications are built on the observance by its participants of certain unwritten rules and norms that contribute to the achievement of the goals set by the parties and the maintenance of good business relations between them, which are necessary for further mutually beneficial interaction.

Peculiarities

The main difference between business relations and any other is their regulation. This implies the existence of certain boundaries in relations determined by the traditions of culture, universal moral principles and requirements professional ethics.

The ethics of business communication is one of the components of general ethics, which has all the characteristics of the latter. In a general sense, this concept can be viewed as a portfolio of ideas about morality, its norms and rules that guide people in their relations with each other in the process of production activity.

The basis of business ethics is respect for the interests of both the company that the person represents, and its customers, partners, competitors, as well as the entire society as a whole.

The main principles of business ethics are:

• obtaining benefits by the maximum number of participants in business relations;
• ensuring equal access for all participants in the relationship to the subject matter of the business relationship.

In business communication, there is always a very sharp contradiction between ethical standards and the very essence of entrepreneurial activity, which business people solve in different ways. In any case, this decision comes down to one of the main positions:

• The essence of the pragmatic position or principle of utilitarianism is that ethics and business are incompatible concepts. The main thing is to achieve maximum profit indicators by any means. Entrepreneurs who adhere to this point of view try to avoid talking about morality, social obligations and ethical standards.
• A civilized position or the principle of the moral imperative is based on the fact that it is ethics that can help maximize profits, expand or strengthen business contacts, introduce and strengthen ethical rules of conduct in society as a whole, which cannot but contribute to the further prosperity of business.

Business ethics today uses knowledge from various areas(ethics, psychology, scientific organization labor).

The need to study business communication ethics is associated with constantly changing needs modern world and is the basis for successful communications in both business area as well as throughout society.

Tasks and principles of etiquette

There are several main tasks of etiquette:

• The presence of certain established standards of conduct and the need to comply with them simplify the procedure for communication both with other organizations and within labor collective, since it is much faster and easier to work in accordance with generally accepted models. Subject to business etiquette, participants in communications accurately imagine what can be expected from each other.
• Etiquette helps maintain normal relationships with representatives external environment organization, as well as creating a working environment in the team.
• It also supports the moral comfort of each participant in communication. In a person's life, mental stability is often more important than physical comfort. The presence of rules of professional relations contributes to a person's job satisfaction.

The more favorable moral conditions will be created, the higher will be the productivity of labor and, accordingly, the better will be the results. Also, the employee will show a greater degree of loyalty to the company.

The basic principles of business etiquette are based on the fact that when making a decision, one should make sure that the limits of action are combined with the moral values ​​of other participants in communications and can be coordinated with their interests. At the same time, coordination should have a morally justified goal, for the achievement of which only ethically appropriate tools should be used.

There are several basic principles:

• Interpersonality. Any communication, including business, takes place between people with their personal characteristics. And despite the fact that communication between them has a professional orientation, the interpersonal attitude will still have an impact on the interaction process.
• Continuity. The essence of this principle lies in the initiation of constant contact by the participants of communication, if they are in sight of each other. Based on the fact that people communicate both verbally and non-verbal means, they constantly share certain information with each other, to which each participant in communication attaches its own meaning and draws its own conclusions.
• Purposefulness. Any interaction has a specific goal or several goals. However, they can be explicit and implicit. Speaking to the audience, the speaker has an explicit goal to convey certain material to the audience, and an implicit one - for example, to demonstrate to the audience his remarkable intelligence and eloquence.
• Multidimensionality. This principle assumes that in business relations there is not only the exchange of information, but also the regulation of relationships between the parties. That is, in professional interaction, its participants transmit their emotional attitude to each other, which acts as a regulator of their business ties.

The main postulate of the culture and ethics of professional communication comes down to the well-known moral principle: do not do to others what you do not want them to do to you. This applies to any type of business relationship, both within the organization (vertically and horizontally), and when negotiating with representatives of other companies or communicating with customers.

Basic Rules

Based on the above tasks and principles of business ethics, it is possible to formulate professional ethical rules that are equally necessary for compliance with both ordinary employees in the team and the head or owner of the enterprise.

They are one of the key tools success in a profession or business:

• Accuracy and punctuality. As part of a professional or commercial relationship, you should try to never be late for work, a meeting, or a business meeting. After all, the degree of respect and trust in a person who keeps himself waiting all the time and at the same time wastes other people's time is rapidly decreasing. Such a quality on the part of others speaks of the inability to adapt to the modern rhythm of life, insecurity. It is also important to value the time of others and not take it for unnecessary conversations without their permission.
• Efficient workspace organization. Workplace can speak eloquently about its owner. It is clear that if it is kept in order, the same can be said about the thoughts of a person. Moreover, it saves a lot work time. After all, it can take a lot of time to find the right document on a desktop cluttered with papers.
• Polite communication and respect for others. In business relations, it is important to respect and strive to understand the interlocutor, to be able to put yourself in his place and look at the situation through his eyes. Insults and humiliation in professional field unacceptable, as well as shouting, "strong" expressions and rudeness. You need to be able to act not only in your own interests. At the same time, one should not show excessive altruism. This type of behavior may indicate excessive softness.

• Appearance appropriate to the situation. You should always remember that appearance is an important component of business communication. The main thing in the image is not the presence of expensive attributes, but neatness and accuracy. If a certain style of dress is adopted in the office, then it is better to adhere to it so as not to cause a negative attitude towards yourself both from the management and from colleagues.
• Working mood. If an employee is result-oriented, then this has a positive effect on his career and on the efficiency of the company. The attitude of "slipshod" never inspires confidence. With such employees, the company can hardly hope to achieve its goals.
• Restrained gestures. Do not forget about personal space. Business etiquette does not accept tactile contacts between communication participants. Kissing and touching are not allowed. The only thing that can take place is a handshake. It is also worth minimizing various gestures and facial expressions, because they can easily determine understatement or uncertainty. The back should be kept straight, the gaze should be firm, and the movements clear.

• Rules for everyone. Business etiquette is the same for everyone, both male and female. A business woman can also shake hands with an interlocutor. At the same time, she cannot flirt, cast unambiguous glances, or play pranks. Features of the character of a participant in a business relationship should not be made public. Strictness and restraint are the basic rules that should be followed in a working environment.
• Hierarchy. In business communication, it is not gender that comes to the fore, but the principle of hierarchy. That is, the status of an employee is determined by his place on the career ladder. Observance of subordination is one of the most important rules in business relations.
• Relationships within the team. Achieving the goals set by the company is impossible without an effective team. A good team is built on the right interaction between its members (equal relationships, the absence of "favorites" and "victims", the inadmissibility of personal relationships).

• Confidentiality. Employees must be able to keep confidential information, official secrets, not to talk about the state of affairs in the company, to monitor the protection of personal data.
• Business tone in letters. Correspondence sent on behalf of the company, or in response to any document, must adhere to the rules of business correspondence.

Behaviors

In a traditional society, in relation to the values ​​and norms of business etiquette in an organization There are several types of human behavior:

• "Disciplined"- an employee devoted to the organization who fully accepts the norms of behavior adopted in it and behaves in such a way as not to create a conflict of interest (of his own and the company).
• "adaptable"- an employee who behaves in accordance with the standards generally accepted in the company, but does not accept its values. Despite the fact that such an employee follows the rules, he cannot be called devoted and loyal to the company. In extreme conditions for him, he may well commit an act that goes against the values ​​of the company.
• "Original"- a type of employee who shares the values ​​of the company, but the norms of behavior established in it are unacceptable to him. In this regard, such a person may have conflicts with management and colleagues. Successful adaptation of such an employee is possible only if the company, as an exception, allows him not to follow the general norms.
• "Rebel"- an employee for whom both the values ​​​​and the rules established in the organization are alien. Despite warnings, he breaks barriers and constantly clashes with others at all levels of the hierarchy. The need to adhere to certain patterns is perceived negatively by him. The reason for this may be the unwillingness to understand the significance of corporate norms and values, and the lack of skills necessary for this.

The subtleties of communication

Features of communication due to professional duties or business need, depend on at what level or between what levels of the management hierarchy it occurs. Let's consider each type of interaction separately.

Employee - boss

• The subordinate, by his behavior, should contribute to maintaining a comfortable psychological atmosphere in the team and help his boss in this.
• An attempt by a subordinate to lead a superior will be considered a manifestation of non-compliance with the hierarchical principle and disrespect. The subordinate has the right to express his opinion to the head, but in the correct form and taking into account his position.
• A categorical tone when communicating with management is not allowed.
• Appeal to the head of the head is considered unacceptable.

Compliance with the ethics of business communication is the basis of a successful team. Relationships built on the rules of professional ethics and mutual respect create a comfortable working atmosphere and support motivation in the team.

The article presents the basic principles of business communication ethics, tips and rules that will be useful to both employees and managers.

To control oneself so as to respect others as oneself, and to treat them as we would like to be treated, is what can be called philanthropy.
Confucius

What it is?

Business communication, like any other, needs regulation. Business communication etiquette is a set of open and unspoken rules for those who have to work together every weekday.

Without regulated norms, business communication turns into a messy exchange of information. Each person in his own way perceives the world around him, his colleagues, leaders and subordinates.

So that a different worldview does not interfere with work and does not force everyone to speak different languages, it is important to observe the etiquette and culture of business communication. This applies to both relationships within the same team and external contacts (between employees of different departments or branches, between an employee and a client).

Rules and basic principles of business communication ethics

The ethics of business communication is first of all practical purpose . Its observance greatly simplifies the work of the entire team as a whole and each employee in particular, since it is easier and faster to act according to generally accepted patterns. At the same time, employees will know what to expect from each other. Such a step helps to increase overall productivity, saving employees from thinking like “What did he mean?”.

The second task of business ethics- to create a working atmosphere in the team, in which all the time is devoted to the cause, and the allotted hour is given to fun. Moral comfort plays a greater role in life than physical comfort, and due to the observance of business ethics, employees will always feel comfortable in terms of job satisfaction.

Moreover, the moral side of the action of business ethics also affects productivity: an employee who feels comfortable in the workplace will be more committed to the company, will strive to do his job better. Pleasant atmosphere achieved through compliance ethical principles business communication, makes employees strive for excellence in work.

We offer for viewing a video review of the 5 basic rules of etiquette in business communication according to D. Carnegie:

The main types of business communication

There are three main types of business communication, they are based on the generally accepted hierarchy within the team.

So, business communication can take place:

1. "Top down";
2. "Down up";
3. "Horizontally".

For these three categories, there are different ethical standards for business communication, although there are general principles. First of all, the general principles respect for the employee, regardless of the role of the latter in the company.

It is important to be correct in relation to employees, colleagues from other companies and clients with whom you work. This, for example, implies that it would be unethical to ask the interlocutor about his personal affairs, especially about problems, just because you are interested.

General rules for all apply to telephone business etiquette. "Hello" or "yes" is not an appropriate greeting for a business person. You should politely introduce yourself, name your position, the name of the company, department.

When talking on the phone, you need to be careful, if you are talking to a person for the first time, be sure to remember his name and patronymic and contact them. Your thoughts should always be expressed clearly, concisely. If, for good reason, you cannot keep up the conversation, you must apologize to the interlocutor and offer to contact him later.

Communication "boss-subordinate"

The boss is "above" the subordinate

Or top to bottom. Any good leader should try to create a comfortable atmosphere in the team. It is the self-discipline of the leader that is the most powerful motivator and example for subordinates.

Therefore, people who take leadership positions First of all, it is important to follow the ethical rules of business communication.

Tip: The effective work of the entire company begins with the self-discipline of the leader. Only by learning to manage yourself can you manage other people. Familiarity, being late, postponing decisions "for later" should disappear from habits. All this will help strengthen your authority, win the favor of employees - everyone wants to strive for a brighter future for an ideal leader.

The leader is the one who manages the work process and gives orders.
You can do this in several ways, including:

• Order;
• Request;
• Question or request;
• Volunteer call.

An order is a strict form of an order. Orders should not be abused, but in a good way - they should generally be avoided. Most often, direct orders are used in relation to unscrupulous employees in critical situations. But if it came to problems and orders - think about what good such a clearly conflicting employee can bring to the company?

Request is the most common form of command., especially if the team already has a fairly trusting working relationship. In response to the request, the employee, if necessary, can provide a comment. The leader can also present the request in such a way that it will be tantamount to an order, while maintaining a friendly tone.

Question usually given to those employees who have shown themselves to be competent and proactive people, the same applies to calling a volunteer.

Advice to the leader: it would be quite useful to study your subordinates in order to find out which of them adequately perceives questions. For example, a qualified subordinate who is enthusiastic about his job and who has earned the trust of the manager can give good advice on how to solve a particular problem. An employee who is not proactive and unscrupulous is more likely to see in the question the weakness of the leader and a reason to shirk from work.

Also, subordinates always appreciate justice. So the reward must always be adequate to the merit, just as the punishment is adequate to the failure. At the same time, the mistakes of employees should not be left completely unattended - such behavior can show the manager as inattentive or tell the employee that he can work carelessly, shirk and go unpunished.

Among other things, the boss must show his subordinates that he respects and appreciates their opinion and contribution to the common cause, and in this case he will achieve reciprocal loyalty.

Communication "subordinate-boss"

Of course, the rules of business communication must be observed by all subordinates. Good employee, like the leader, is interested in establishing and maintaining a comfortable atmosphere in the team, therefore, within the framework of the ethics of business communication, one of the tasks of the subordinate is to help the leader maintain it.

In no case should a subordinate try to manage his leader, this is a manifestation of disrespect, non-compliance with the hierarchy and, accordingly, a violation of the ethics of business communication. Subordination should always take place: you can express your opinion in the correct form, but you cannot tell the boss. By the way, in this case, the ethics of network communication is no exception. It may seem that some of the rules of ethics can be neglected in Internet correspondence, but this is not so. There is still a boss on the other side of the screen, and you need to behave with him accordingly.

It is not recommended to be categorical with the boss. It is not necessary to always agree with him, otherwise you may seem like a flatterer. But it's not worth arguing with management all the time. Here it is important to find a fine line and show that the subordinate respects the leader, has an inner core, and a strong character. Such employees are valued, they are trusted as loyal and reliable people.

I always ask helpers to share their difficulties; I always try to support them
of course, if they are willing to admit that they have problems.
J. Soros

If there is a senior management in the company, then it is not worth contacting him, bypassing the immediate supervisor. This is a direct demonstration of disrespect for the leader, so you can call into question the competence of the leader, which can negatively affect relationships within the entire team.

It would be reckless not to mention the main weapon of some employees is a lie. If an employee allows himself to lie in the workplace, promise to complete all tasks (with subsequent failure), talk about how he did something that he didn’t actually do, a rare manager will deny himself the pleasure of getting rid of such an assistant. Honesty and trust are the basis of business communication. By adhering to these principles, an employee can go even further than he planned, but if you try to be cunning, then you only have yourself to blame.

Communication "employee-employee"

In this case, first of all, you need to pay attention to what, in fact, determines the relationship between employees: their rights and obligations. They must be clearly distributed among colleagues, otherwise a conflict will inevitably arise. Everyone should mind his own business, even if he intersects with the rest of the employees at work.

Often there is a business rivalry or competition between employees, during which they try to achieve, for example, a promotion. Here it is necessary to understand that the transition to the individual is unacceptable. Respect must be valued above all else. The etiquette of business communication during a presentation, in particular, suggests that a colleague should not be interrupted or interrupted. All questions and objections can be expressed in the correct form after the presentation or during a specially designated for questions.

Also, one should not take on more than one can fulfill, one should not make promises that will not be kept. You need to adequately assess yourself, your capabilities, as well as the capabilities of employees.

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1 Ethics of business communication

Ethics of business communication is necessary during a conversation with friends, relatives, relatives, work colleagues, and just with strangers.

And every time you play a certain role in communication. Sometimes you are the boss, sometimes you are the subordinate, the listener, and so on. Every time you wait for the appropriate attitude towards yourself and behave accordingly to this situation. As sales assistants, it is necessary to maintain ethical business communication while working with clients in order to make a favorable impression on clients, both about themselves and about the company as a whole. Do not forget, first of all, we are needed in order to help the customers of our company in meeting their needs with the help of our product.

The main element of the ethics of business communication is POLITENESS!!!

It manifests itself in postures, gestures, words, intonations, etc. This element positively characterizes you and makes a favorable impression of you throughout the conversation.

The key rules of the conversation are:

1. Unconditional respect for the interlocutor.

During the conversation, show respect for your interlocutor, talk to others the way you would like to be talked to you.

Try not to touch on too personal topics (physical defects, illness of the interlocutor).

You should avoid topics that may give rise to accusations of slander. It is unacceptable to make personal attacks, hostile remarks to the interlocutor.

2. Avoidance of high-pitched conversations.

In a conversation, avoid topics that you or your interlocutor can “flare up” when discussing.

Avoid edifying, showing inattention to what the interlocutor has said, the desire to hastily put “evaluations” on what he said.

But remember that those who are always ready to immediately agree with any statement also leave not the best impression.

3. Giving the speaker the right to speak, the ability to listen.

Do not argue, do not speak in an orderly or threatening tone, do not give advice unless you are asked about it.

Listen to your interlocutor, do not interrupt him in mid-sentence.

4. Concentration of attention on the interlocutor.

During the conversation, let the interlocutor understand that you are listening to him (by nodding your head, interjection or remark).

Inattention can be regarded as arrogance and tactlessness.

5. Behavior of the seller in critical situations

In case of inappropriate behavior of the client or the presentation of a claim in a rude manner,

keep calm and be kind. Do not give in to provocations! At

If necessary, call the administrator or store manager.

2 Talking on the phone

The telephone imposes certain requirements on the one who uses it: after all, during a telephone conversation, your interlocutor cannot in any way evaluate what you are wearing, or the expression on your face when you say certain words. Therefore, it is necessary to know some non-verbal signals that will help you during telephone communication.

In telephone conversations great importance acquire non-verbal cues such as:

pause and its duration,

silence,

amplification or attenuation of background noise,

intonation expressing enthusiasm or agreement.

In addition, it means a lot how quickly a person picks up the phone (after what call); this allows you to more or less accurately judge how busy he is, how close the device is to him, to what extent he is interested in being called.

The optimal answer is considered to be between the 2nd and 3rd call. This gives you the opportunity to put aside the business that you were doing before the call and tune in to the upcoming conversation, and the caller to gather his thoughts.

If you do not pick up the phone for a long time (after 4 rings), this gives the caller a reason to think that they are not interested in him.

1 Phone introduction:

a) They call you

“Store “__________”, sales assistant Dmitry hello (good afternoon)”

B) you call:

“Good afternoon (hello), my name is Dmitry, I am a sales assistant at the _________ store.”

It is important to remember that when you call, you do it at a time that is convenient for YOU, but perhaps not for your interlocutor. Therefore, when you call, you need to clarify this with the interlocutor.

2 Continuation of the greeting:

a) "... do you have time to talk to me now?"

b) "... is it convenient for you to talk now?"

c) "... can you give me a few minutes?"

Do not use phrases with apologetic intonation:

a) Good afternoon. Are you worried…”

b) "... am I not distracting you?"

The most flagrant violation of business etiquette - do not call back when your call is expected. You must call back as soon as possible and no later than within 24 hours. If you set a clear framework for your return call, you should call exactly at this time period.

"What time would be convenient for you to call me?"

- “Call me at 12 o’clock (from 12-13 o’clock, before 12 o’clock, after 12 o’clock, etc.)”

If you call the person who asked you to call, but he was not at the place or he cannot come, ask him to convey that you called. Then you can call again, or say when and where you can be easily found.

If you were asked to call back, but the need for this has already disappeared, you should definitely call and report that the issue has already been resolved.

If the conversation is going to be long or you need to discuss the situation, or ask the person in detail about something on the phone, schedule a conversation for a time when you can be sure that your interlocutor has enough time to talk with you.

Never talk on the phone with your mouth full, do not chew or drink. If you sneeze or cough during a conversation, try to cover the phone with your hand so that you don't hear it. If it seems to you that the interlocutor heard everything, you must say “sorry”.

How to politely end a phone conversation

It is easy to imagine a situation in which many people feel very uncomfortable when they have to say that you can no longer talk on the phone. It is most difficult to end a conversation with those who are either simply excessively talkative, or who are constantly distracted by details that are not directly related to the case. You may not need to run to a meeting or somewhere in this moment call, but by continuing the conversation, we will not do the rest of the work, and then we will miss the meeting scheduled for later hours. You can’t tell the interlocutor that he talks too much, that you are tired of listening to him, or that everything he said is very far from the essence of the matter. To end a conversation with a long-winded interlocutor without offending him at the same time, delicacy is necessary.

4 How to end a long conversation:

a) “I don’t want to interrupt you, but it’s time for me to leave, otherwise I’m afraid to be late for the meeting.”

b) "Excuse me, it's time for another meeting, I have to go."

c) “It's very nice talking to you, but I have to call one more place now.

Can I call you back later?"

d) "I'm busy now, can I call you back?"

e) "I was very glad to hear from you, but now I have to leave."

5 How to end a telephone conversation:

a) "Let's discuss everything again in a few days."

b) "I'll call you next Monday."

c) "Call when you have something clear."

d) "Let's talk again and figure out what we ended up with."

6 Do you answer calls when you have a visitor?

If you decide to answer the phone, and you have a visitor, you need to apologize to the visitor and keep him busy for a while telephone conversation: “Excuse me, I will answer the call, but for now you look at the terms of the contract again. Are there any questions left?

If you have an important conversation (work-related), ask the caller to wait or postpone the phone call until another time.

a) "Excuse me, I'm busy right now, can I call you back later?"

b) “Excuse me, I have a meeting now, can you call me back in an hour?”

Politeness prescribes not to interrupt a conversation with a person by telephone conversations. When the person you are accepting sees that you put off other things while talking with him, it makes him feel important. Moreover, interrupting the conversation, you will look not so much important and busy asill-mannered.

Often complete strangers are talking on the phone, so the influence of a telephone conversation on the formation of a first impression of a person can hardly be overestimated. Therefore, be polite and attentive, do not succumb to provocations, these are the basic rules for communicating on the phone.

3 Oral speech of employees

Employees of the company need to pay attention to the literacy of their speech. Of course, in order for it to be flawless, years of study are needed (it’s not so easy), but we can afford at least not to make the grossest speech errors that indicate a person’s lack of education.

1. Gross errors and unwanted pronunciation of words

rough, invalid errors	Correct option	rule
He/she calls, calls, let's call	Ringing, call, let's call	In verb forms, the stress is placed in the suffix (-it, -im)
Theirs (colloquial)	Their
lie down	put, put	Imperfect view (what to do?) - root-treasure: put, fold, impose. Perfect view (what to do?) - root-lie: put, put, put
Flesh, paid	pays, PAID	Check word - fee
contract	CONTRACT	Remember by analogy: conversation-talk, sentence-sentence, persuader-persuasion
TreatyA	CONTRACTS
Both (girls)	Both girls	Both, both - wives. genus; both, both - husband and cf. genus
I'm sorry	Excuse me, I beg your pardon.	The reflexive suffix -s denotes an action directed at the subject himself (for example, I wash - my myself), so the word I apologize can only mean - I excuse myself
Fall out (papers from the portfolio)	Fall out	That word just doesn't exist.
Catalog	Catalog	The word comes from kata logos (list). Check: monologue, dialogue, epilogue, etc.
turn on include, includes Included	turn on, turn on, will include included	In verb forms, the stress is placed on the suffix (-im, -at, -it, -en)
DriverA	Drivers	Stress ending A in plural. number of nouns - this is an exception (some well-established colloquial norms, for example directora). But in most cases, especially in new words, the stress should be placed at the root, and the ending should be unstressed Y.
EditorA	Editors
Accountant	Accountants
directors	DirectorA
elevators Scarves Umbrellas	lifts Scarves Umbrellas	Remember!!!
I'm busy	I'm busy	In feminine verb forms, the stress is transferred from the root to the ending. Examples: took - took, took - took A, busy - busy, important - important, etc.
On Wednesdays (day of the week)	On Wednesdays	Just remember
environment (environment)	WEDNESDAYS	Just remember
Blinds	Blinds	French word - stress on the last syllable
Simultaneous, Simultaneous	simultaneous, simultaneously	Timeless, temporary…

You should not refer to the fact that everyone around does not particularly follow the language. If we are leaders, then we must be the best in everything.