"Business Etiquette. Ethics of relations in the work collective.” Consultation for educators

Rules of business communication

A significant condition for business communications is the culture of speech, which is manifested in literacy, correctly selected intonation, vocabulary and manner of speaking.
It is necessary to monitor the order in the use of phrases and the correct placement of stress. Do not use phrases that have an excessive emotional or superlative connotation, avoid unnecessary phrases and words. Do not use “parasite” words, slang expressions, rude or unethical phrases when communicating.

A necessary condition for communication in business circles is respect, goodwill and the ability to hear the interlocutor. In order to show that you take the speaker's words seriously, you can use the technique of "active listening" by selectively repeating the spoken statements or paraphrasing them slightly.

Preparation for discussion of issues (business meeting). It is necessary to draw up a negotiation plan, a concept for conducting a conversation, arguments and counterarguments, study the opponent’s point of view on various issues, and prepare proposals for solving the problem. Introductory part (greeting, address), establishing communication between partners of a business conversation

It is important to start the communication correctly, respectfully, to create an easy, trusting environment; it is also necessary to interest the interlocutor, to arouse interest in the problem and the discussion as a whole. Statement of the essence of the issue, argumentation, presentation of arguments and counter-argumentation. Discussion of the problem, search for ways to resolve controversial issues. Establishing the optimal solution and formalizing the agreement. The final part (address, words of farewell/parting words).

Rules for business communication by phone

When communicating on the phone in business, the principles provided for by the general rules of business communication and rhetoric apply. Speech must be literate, the intonation must be friendly, the information must be presented to the point, without introductory words or long pauses.

The incoming call signal must be answered no later than after the third ring of the telephone. The next step is a greeting (the phrases “hello” and “listening” are not allowed). You need to say hello, then say the name of the organization and introduce yourself. Next, clarify the reason for the call, clarify the opponent’s questions and politely say goodbye. If you need to make an outgoing call, the rules for conducting a telephone conversation are the same as in the first case. The only exception is that the called party needs to know whether it is convenient for him to talk and whether he can devote his time to you. You should be interested immediately after the welcoming speech.

If the caller asks for an employee who is currently absent from the workplace, the person answering the call should offer their assistance; if they refuse, they should ask what needs to be conveyed to the absent employee.

ETHICS OF RELATIONS IN THE TEAM

ETHICS OF RELATIONS IN THE TEAM

Ethics includes a system of universal and specific moral requirements and norms of behavior, i.e. ethics of business relations is based on general rules of behavior developed by people in the process of joint life activities. Naturally, many norms of relationships in a business setting are valid for everyday life, and almost all rules of interpersonal relationships are reflected in work ethics.

You must be correct in relationships, attentive and polite with people always and everywhere

Employee relations

The relationship between colleagues should be based on the principle “treat the way you would like to be treated.” Therefore, if you do not know how to behave in a particular situation, you should put yourself in the shoes of your colleague.

Colleagues should have friendly relations with each other, because only in such an atmosphere can work be done faster and more pleasantly.

Let us highlight the basic principles of ethics in relationships between colleagues.

• You should not demand special treatment from your colleagues.
• Treat your colleagues with respect.
• View your colleague as a person, not as a means to achieve your goals.
• Employees must clearly know their obligations, while sharing rights and responsibilities.
• Try to be open-minded towards other employees.
• Treat your colleagues kindly, try to smile more often.
• You should never promise something you can't deliver.
• Don't mix work and personal relationships. Therefore, you should not get into the soul of your colleagues, and at work, discuss only work problems.
• Try to be quiet and calm. Don't be too loud or vulgar. This not only distracts your colleagues from their work, but also gives you a bad reputation.

The teaching staff highly values ​​professionalism, accuracy, organization, diligence, reliability, a creative approach to work, and the ability to show correctness, tact, and balance in any situation. A strict, restrained style of business communication is generally accepted.

Ethics of relations in the workforce

Service relationships are formed on the basis of two requirements: responsibility for the job and respect for colleagues. The first requirement is manifested in the high-quality performance of one’s duties, the second forces one to take into account the interests of other employees. Creative teams are built on the principles of goodwill and friendship, which create a pleasant atmosphere of communication.

At work, it is advisable to adhere to the following moral rules:

• Maintain good relations with everyone, do not discuss issues that predict a conflict situation, for example, your own and other people’s family troubles, sources of income for colleagues, their appearance. A manifestation of extreme tactlessness is loud remarks or persistent questions that are not relevant to the matter.

The team doesn’t like those who constantly complain about life’s difficulties or, on the contrary, demonstrate “eternal” success, who like to speak at meetings for a long time and not to the point, and express their special opinion on any matter. Boasting creates the impression of insecurity in business and relationships.

• Our life is greatly facilitated by the understanding that a person has the right to make mistakes. Then we are not afraid of our own actions and decisions, and we become more tolerant of others. Everyone has the opportunity to correct a mistake, which undoubtedly increases professionalism.

• Everyone needs attention, understanding, and participation. To become a necessary person in the team, with whom it is pleasant to work and communicate. Never agree with a colleague’s negative opinion about yourself. On the contrary, remind him of his merits, successes, importance in the team, encourage him to achieve.

• You should reasonably assess your position in conflict situations. The basis of any conflict is the confrontation of interests, the attitude towards

which manifests itself in the choice of a way out of the conflict (avoidance, compromise, competition, cooperation, adaptation). There are no bad or good options for ending the conflict. Conflict competence consists in the ability to occupy each of them depending on the conditions or the task set for oneself.

It would be wrong to think that conflicts are harmful. Quarrels and squabbles - yes, but a properly resolved industrial conflict strengthens the team, determines its potential, and reveals the essence of human relationships. You cannot close your eyes to the misunderstanding that has arisen and assume that it will disappear by itself. Finding the right solution and implementing it largely depends on the manager and employees. Try to put yourself in the shoes of the other side, to understand a different point of view. Often minor quarrels and personal grievances are transferred into the sphere of labor relations. Consider whether they are worth your professional success and sit down with your opponent at the negotiating table.

Compliance with business etiquette is important to consider in a work team consisting mainly of women. A woman is sensitive to the nuances and subtleties of interaction, it is she who often turns out to be the culprit and provocateur of the conflict, gets offended because of little things, and experiences the failure and failure of relationships for a long time, deeply and demonstratively.

By creating his business image, the teacher acquires the habit of being liked by others and winning people over. This skill is a professional quality of a teacher.

Business etiquette helps to rationally structure business communication between a teacher and employees, children, and parents. Working with people requires special patience and tact; this is especially difficult for a teacher, since he is in contact with both children and adults.

By observing and taking into account the requirements of business etiquette, the teaching staff encourages parents, organizations, and local authorities to treat them with respect. For such a team, there are ample opportunities for development and professionalism.

Basic types of business communication

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

• “Top down” (boss and subordinate).
• “Bottom up” (Subordinate and boss).
• “Horizontally” (colleague with colleague).

But remember an important rule. Whatever position you hold, business ethics, first of all, involves respect for any employee

If you are a boss, then respect your subordinates, if you are a subordinate, treat your boss and colleagues with respect. This rule should also apply to employees of other companies with which you cooperate.

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

Business etiquette: rules of behavior and communication

There are general rules that should be kept in mind when establishing business contacts at any level. These standards apply regardless of the nationality of the partners, their age, gender, etc.

1. Be polite. A disrespectful and incorrect attitude towards your interlocutor will definitely not have the best effect on cooperation. Even if your business partner doesn't make you feel good, don't show it. Watch your speech and try not to offend your interlocutor in any way. Politeness will allow you to smooth out conflict situations if they arise, and will tell about your business qualities much better than you can do yourself.
2. Control your emotions. Etiquette in the field of business communication does not allow overly emotional expression of feelings. Some nations have expressiveness in their blood and find it difficult to control their temper, but try not to react as violently if your interlocutor behaves unrestrainedly. In business, you should avoid any manifestations of feelings, so as not to seem like an unreliable and ill-mannered person.
3. Be punctual. All businessmen value their time and try to be on time for meetings of any level. In some cases, it is better to arrive a little earlier than to be late, because arriving late will make it clear to your colleagues that you do not value their time, and, therefore, show disrespect for them. By being punctual, you will gain a certain authority for yourself.
4. Fulfill your obligations on time. Don’t put off resolving the issue until the last minute, especially if you made a promise to your partners. One day, unfulfilled obligations will give you the status of an optional person. But compliance with all agreements is a bonus in your piggy bank.
5. Dress strictly. For business people, the dress code is as important as compliance with other rules. Even if you prefer bright, tailored outfits, save them for off-duty hours. In the office, adhere to established business style standards.
6. Control your speech. Do not use jargon or words with strong expressive connotations. Think carefully about everything you want to say. This will avoid conflict situations and will give you a reputation as a professional who follows the rules no matter what. Features of business communication etiquette suggest that a person’s speech must be literate.

Competent conflict resolution

Professional activities related to interaction with people are fraught with conflicts. This also applies to business. Ways to resolve conflict situations:

• deliberately ignoring aggression from the opponent;
• acceptance of partners' terms and conditions;
• search for new forms of interaction;
• searching for a compromise;
• competition.

The choice of path is determined by the situation and determined by the interests of the parties to the conflict. Competition is the most aggressive option, which is acceptable if the organization’s activities do not depend on maintaining partnerships with the other party. There are also a number of moral standards for such a decision.

Today in business, the ability to intelligently approach aggravated relations with partners is valued much higher than a dubious victory over a weaker opponent. Compromise decisions do not indicate the weakness of the leader, but the ability to think strategically and improve reputation.

Ethics and etiquette

Business and professional life needs organization and orderliness.
Communication in business is regulated by business etiquette. It is designed to organize the interaction and behavior of people at work, when performing their official duties.

There are many types of etiquette: everyday, diplomatic, military, guest and others.

Business etiquette is one of the components of ethics. Without knowledge of the rules of business etiquette, it is impossible to achieve success in your chosen field of activity.

Compliance with all rules and norms of communication in a professional environment guarantees respect and authority among colleagues. The correct choice, appropriateness and timeliness of a word, gesture, posture, or other ethical sign reveals a person’s business and personal qualities from the best side.

The rules of business etiquette must be followed because they:

• contribute to the formation of a positive image;
• favor successful negotiations and business meetings;
• safety net in case of force majeure or awkward moments;
• provide an opportunity to more successfully and quickly achieve goals.

Violation of generally accepted rules of entrepreneurship and doing business makes it unsuccessful. Unethical entrepreneurs fail to establish themselves in the market.

Etiquette includes universal universal moral and ethical standards:

• respectful respect for elders;
• helping a woman;
• honor and dignity;
• modesty;
• tolerance;
• benevolence and others.

Ethical principles

Ethical principles are moral laws based on a value system that establish the responsibilities of an individual. The literary synonym for this concept is the word “virtue”. The formation of internal laws occurs during the education of the individual. The result of this is the awareness and acceptance of such moral categories as humanity, honor, justice, dignity, responsibility.

The most extensive and in demand by human society are the following principles:

• humanity is a conscious, selfless attitude towards people, in ordinary life it is expressed through the ability to provide free help, to give in, to do a favor;
• respectfulness - respect for the environment, for the world around, which is realized in the form of gratitude, politeness, goodwill;
• rationality - involves actions based on wisdom, logic, that is, on innate intelligence, supported by experience and moral values;
• courage is a person’s ability to overcome life’s difficulties while maintaining respect for oneself and others.

Examples of principles with a minus sign are utilitarianism (consumerism), opportunism, unprincipledness.

In entrepreneurial activity, all these categories are reflected in the ethics of business relations, which has an applied nature and a practical goal: simplifying the mechanisms of interaction between participants in one team or representatives of other organizations.

Telephone etiquette in business communication

During telephone conversations, etiquette in speech is essential, since the interlocutor does not see, but only hears you

It is important to monitor the volume of speech, clarity, speed, and also follow the following rules: the call should be answered no later than the 3rd ring. If you call yourself, hang up no earlier than the 5th ring

There should be a greeting at the beginning of the conversation. Before starting a conversation, find out whether it is convenient for the interlocutor to communicate now. If you refuse, please specify when you can call back. The initiator ends the conversation and also calls back after the telephone call is interrupted. If your call is on behalf of a third party, for example, you are a secretary, then name on behalf of which company you are calling and briefly outline the topic of the upcoming conversation. If you are a third party and are asked to connect, clarify the purpose of the conversation.

Make all personal calls outside of business hours. They promised to call back - be sure to call back. Watch your tone of voice and do not chew while talking. Give the interlocutor the opportunity to complete his speech. Do not cross-talk with other people during telephone conversations. If the connection quality is poor, then the right thing to do is to continue the conversation after a while. In this case, either party can initiate the end of the call.

1st year ZO EDU 2014-15 academic year / Business communications / Materials / Fionova Ethics DO

The peculiarities of the work of these professional groups complicate moral relations, and a new element is added to them: interaction with people. This is where moral responsibility becomes crucial. Society considers the moral qualities of an employee as one of the leading elements of his professional suitability. Thus, professional morality must be considered in unity with the generally accepted system of morality. Violation of work ethics is accompanied by the destruction of general moral principles, and vice versa.

A special manifestation of professional ethics is economic ethics (“business ethics”, “business ethics”). This problem is now receiving a lot of attention.

Economic ethics is a set of norms of behavior for an entrepreneur, the requirements imposed by a cultural society on his style of work, the nature of communication between business participants, and their social appearance. This is information about ethical concepts, moral requirements for the style of work and the appearance of a business person, adapted to the practical needs of a businessman. These are the ethics of negotiating with partners, the ethics of drawing up documentation, and the use of ethical methods of competition. Economic ethics includes business etiquette, which is formed under the influence of traditions and certain prevailing historical conditions of a particular country. Business etiquette is the norms regulating the style of work, the manner of communication between companies, the image of a businessman, etc.

Etiquette is a word of French origin that means a manner of behavior (“Etiquette” in translation means a label, a label and a ceremony, that is, the order of a certain ceremony). At one of the 17th-century palace receptions hosted by King Louis XIV, guests were first presented with cards with rules of behavior written on them. The name of the card – “Label” – is where the word “etiquette” comes from. Modern etiquette inherits the customs and traditions of all nations from hoary antiquity to the present day.

There are several types of etiquette, the main ones being:

1) court etiquette - strictly regulates the order and forms of behavior established at the courts of monarchs;

2) diplomatic etiquette - rules of conduct for diplomats and other officials when contacting each other at various diplomatic receptions, visits, negotiations;

3) military etiquette, a set of rules, norms and behavior generally accepted in the army by military personnel in all areas of their activities;

4) general civil etiquette - a set of rules, traditions and conventions observed by citizens when communicating with each other.

The norms of etiquette, unlike the norms of morality, are conditional; they have the nature of an unwritten agreement about what is considered generally accepted in people’s behavior and what is not. However, the ability to behave correctly in society

Don't neglect your health and that of others

Bosses must take care of their subordinates. If a project is on deadline, you can ask employees to work overtime, but they should be given an extra day off for this overtime. If overtime happens too often, think about how correctly the work process is set up. Perhaps your trusted people who oversee this or that project are not coping with the task assigned to them.

In the ethics of professional and business communication, there are invisible boundaries that separate each person. This area is called personal space. It should not be violated. Each person should take care not to overstep the boundaries of a colleague’s personal space and not bring his delicate spiritual nature to tears. Such cases are not uncommon. In any team you can meet energy vampires who do nothing but spoil the mood of those around them.

Business correspondence

Business correspondence is a system of requirements (standards) that must be adhered to in order to correctly and competently draw up a document. First of all, you need to decide on the type and urgency of delivery of the letter. And also with the degree of accessibility of the document for the recipient, whether it will be one letter or several, with clarifications / lists / suggestions. The letter must be written correctly in terms of spelling and style.

A business letter must include the name of the company that acts as the sender; date of dispatch and recipient's address. It is also necessary to indicate the initials, position of the recipient or the department to which the letter was sent. The main part of the letter consists of an introduction/address, a topic and a brief description of the purpose of the document, followed by the text and conclusion. At the end of the document, the sender's signature is placed, and attachments or copies, if any, are indicated.

When preparing a document, it is recommended to use the company's form. If the letter is sent via the Internet, then the following data must be entered in the “subject” field:

• document type;
• subject;
• summary.

This is necessary to avoid a situation where an incoming message ends up in the spam folder, and the recipient can delete the letter without reading it.

The letter should be simple and understandable, without an excessive amount of professional terms. In business correspondence, the use of slang expressions and phrases with double meaning is not allowed.

• by mail - no later than ten days;
• when negotiating via the Internet - from 24 to 48 hours.

Business correspondence must be carefully prepared and rechecked several times before sending. An incorrectly written letter with spelling errors can harm the company’s reputation, since a business document is the business card of the company.

Be friendly

The ethics and culture of business communication are based on your internal and external state. In any situation, no matter how bad you feel, you should keep your face. Smile at the person and speak to him as friendly as possible. Your opponent is not to blame for family troubles, that the bus was late, or that the car didn’t start in the morning.

Minor troubles should not spoil the mood of either you or your colleagues. Thanks to your positive outlook and friendly attitude, you will be known as a kind and open person. This characteristic will allow you to gain the trust of colleagues, clients and superiors. And most importantly, by always being in a good mood, you will develop the habit of positive thinking, which will help you overcome all life's troubles.