The essence and significance of business communication ethics. Business ethics and levels of its application Business ethics and levels of its application

STATE EDUCATIONAL INSTITUTION

HIGHER PROFESSIONAL EDUCATION

"BELGOROD STATE UNIVERSITY"

INSTITUTE

STATE AND MUNICIPAL ADMINISTRATION

DEPARTMENT OF SOCIAL TECHNOLOGIES

Business ethics: concept and essence

Course work

2nd year full-time student group 180902

specialty "State and municipal management"

in the discipline "Control Theory"

Kalashnikova Natalia Igorevna

Scientific adviser:

Senior Lecturer

Department of Social Technologies

I. V. Boyarinova

Belgorod 2010

p.

INTRODUCTION	……………………………………………………………...
	THEORETICAL BASIS FOR THE STUDY OF BUSINESS ETHICS ………………………………………………………………………………
SECTION II.	FEATURES OF APPLICATION OF BUSINESS ETHICS IN RUSSIA…………………………………………………………..
SECTION III.	CONDITIONS FOR THE FORMATION OF CIVILIZED ETHICS……………………………………………………..
CONCLUSION	……………………………………………………………...
LIST OF SOURCES AND LITERATURE ………………………………...

INTRODUCTION

Relevance of the research topic. In the context of Russia's transition to a market economy, a significant part of the population is increasingly involved in economic activity. There are many people whose main profession has become management, which allows them to develop their creative abilities and business skills.

However, these abilities and qualities give the greatest return only with the ability to conduct business, which is one of the most important conditions for commercial success. Unfortunately, most of our managers have an extremely low oral communication culture, which significantly reduces their business potential and does not allow them to realize their capabilities to the fullest.

Currently, much attention is paid to the study of ethics in business relations, business and management in order to improve the level of culture of these relations. It should be understood that without the development of ethical standards that take into account the interests of various categories of participants in public relations, it is impossible to effectively move along the path of transformation of Russian society.

To achieve high performance in almost any type of activity, it is necessary to possess a certain set of information, knowledge, ideas about the rules, forms and methods of doing business, and the principles of business communication.

Modern management is in need of personnel with the abilities, knowledge of business communication and business etiquette. The art of communicating with people has recently been considered as a factor in the movement towards success and prosperity of an organization. For example, the effectiveness of negotiations, the degree of mutual understanding with partners and employees, employee satisfaction with their work, and the moral and psychological climate in the organization depend on how well the communication is structured.

Often, all problems that arise in the management system are associated with insufficient effectiveness of communication, which consists in the process of transmitting ideas, thoughts, feelings, and bringing them to the understanding of other people. If a subordinate does not understand what the manager requires of him, then, accordingly, he will not be able to complete the task. At the same time, during negotiations, the main reason for refusal to cooperate is simple distrust between partners, which at first glance does not seem to be a justified refusal to further cooperate, but acquires prevailing importance at the first contact with the relative equality of other factors.

It is necessary to know the technology of business relations, be able to negotiate, observe the ethics of commercial communication, constantly engage in marketing, develop effective advertising, study issues of demand and sales, overcome language difficulties, understand banking, constantly improve your professional qualifications, monitor your positive image and much more.

Thus, the relevance of the topic is as follows:

– currently, much attention is paid to the study of ethics in business relations in order to achieve high management performance;

– modern management is in need of personnel with abilities, knowledge of business communication and business etiquette;

– knowledge of the technology of business relations, the ability to negotiate, adherence to the ethics of commercial communication, constant improvement of professional qualifications and much more - the basis of successful management.

The degree of knowledge of the research topic. Today, the attention of lawyers, economists, psychologists, and managers is focused on an in-depth study of the application of ethical norms and rules in the management process. The problem of business ethics attracts with its versatility, heterogeneity, originality, being a very promising topic.

Practical activities in the field of business relations have not yet become the subject of special study in management theory, and at the same time, certain aspects of the study were considered by specialists from various scientific fields.

The results of research into the problems of business relations are reflected in the works of domestic and foreign economists: L.I. Vilensky, V.P. Voronina, D.I. Zhuravlev, P. Martin, G. Dahrendorf and others 1 .

Thus, based on the relevance and degree of knowledge, the main research problem can be formulated.

Research problem. The research problem lies in the contradiction between the need to apply ethical norms and rules in the management process, on the one hand, and insufficient theoretical and methodological support for this process, on the other.

Object research in course work on the management process in an organization.

Subject research is the practice of applying business ethics in management.

Purpose of the course work consists in identifying the role of business ethics in the management process.

Achieving this goal involves solving the following tasks:

– determine the essence of business ethics and its basic principles;

– identify the features of the application of business ethics in Russia;

– consider the conditions for the formation of civilized ethics

Theoretical and methodological basis. The theoretical basis of the study is made up of systemic, structural and integrated approaches, as well as fundamental scientific works of domestic and foreign authors in the field of business culture, as well as in the field of application of moral aspects of the management decision-making process (I.N. Braim, M.S. Debolsky, J. .Chestara, V.A. Sukharev, A.V. Yanovsky, M.I. Yanovskaya and others) 1 .

In the process of performing the work, general scientific methods were used: analysis and synthesis, structuring and generalization.

Empirical basis The research consisted of information of interest from the point of view of the ongoing course research, contained in the materials of previously conducted research, statistical data (results of sociological surveys on the topic: “Factors of business development in Russia”, “Rules of conduct in the service”, published in the work of A.V. Yanovsky and M.I. Yanovskaya 2); reference and analytical materials (analysis of the situation in domestic business, as well as recommendations for the implementation of rational management, published in the work of M.V. Markov 3).

Coursework structure. The course work consists of an introduction, three sections, a conclusion, a list of sources and literature.

SECTION I. THEORETICAL FRAMEWORK FOR THE STUDY OF BUSINESS ETHICS

Ethics is one of the oldest philosophical theories, the object of study of which is morality, moral problems that arise before society (from the Greek ethos - habit, custom). In its conceptual basis, ethics claims to solve the most important problems that have ever faced humanity: what is the meaning of human life, what is considered good and what is evil, true and false, fair and unfair.

The founder of ethics is considered to be the ancient Greek philosopher Aristotle, who in the 4th century BC created fundamental treatises on morality, on the concepts of good and evil, on worthy or immoral actions of people (“Nicomachean Ethics”, “Great Ethics”) 1.

The relationship between law, social governance and ethics is not at all simple. Initially, law, law and ethics should perform similar functions of regulating the life of society, but not in every case the law is ethical, the law cannot be universal for all life cases. Ethics is more flexible than the strict requirements of administrative law; it has many methods of informal influence on the individual. The dangerous consequences of scientific and technological progress and environmental changes in nature have forced many scientists to delve deeper into the ethical problems of human communication and the responsibility of engineers and scientists to society. It is no coincidence that academicians V.I. Vernadsky and V.A. Engelgardt, when asked by correspondents about what problems of science concern them most now, answered almost identically - questions of ethics 2 . But we will turn to ethics from a more down-to-earth perspective - from a management point of view.

There is a so-called professional ethics - this is a set of moral norms that determine a person’s attitude to his professional duty, as well as to the people with whom he is connected due to the nature of his profession and, ultimately, to society as a whole 1.

A special manifestation of professional ethics is business ethics .

The specificity of business ethics is determined by the need to regulate and organize people’s economic activities, which is associated, firstly, with the performance of specific production functions; secondly, with the technological process; thirdly, with the need to achieve any results of labor.

The problem of the relationship between economics and morality worried theologians of the ancient world and medieval theologians, but they argued that hoarding and wealth were subject to moral condemnation. Denying medieval attitudes, Protestantism made possible the formation of business ethics as a result of the moral sanctification of the desire for profit. And the reward of financial success began to be understood as the favor of God, which gave rise to the idea that moral people will certainly be successful in business, and good businessmen will certainly be good ethically, constituted an important dimension of the economic situation that developed under capitalism 2.

Ethics comes from the Greek word “ethos” - custom. In general, ethics determines the principles and values that govern people’s behavior, positive and negative assessments of their thoughts and actions (6, p. 146).

J, Ethics - a set of norms of behavior, the morality of any socialyj ny or professional group.

Business ethics defines the norms of relations between an enterprise and the various groups of individuals (organizations) with which the enterprise deals. In general, moral obligations take place in relation to customers, suppliers, owners, employees, competitors, and the local population (Fig. 10.1).

Towards to buyers from the company expected: high quality of goods and services, honesty in advertising, respect for human dignity, etc.
Towards owners and investors: guarantee of a fair return on invested capital, free access to information, limited only by the law and competition conditions.

Rice. 10.1.

Towards suppliers: fair and honest dealings with them, including pricing, licensing, absence of coercion and unnecessary litigation, exchange of information and involvement in the planning process, timely payment of supplies, etc.
Towards competitors: mutual respect, development of open markets for goods and capital, refusal to use dubious means of achieving competitive advantages, respect for property rights, etc.
Towards to the local population: respect for human rights, respect for cultural integrity, sponsorship events, participation of companies in civic life (15, p. 90).

Business ethics is a multifaceted concept that includes not only the norms governing the daily communication of enterprise employees with each other and with their immediate superiors, but also more global relations - between organizations and enterprises at the local, state and global levels.

It cannot be argued that there are any universal ethical standards that should guide different enterprises and organizations in different countries. Views on ethical and unethical behavior are determined by sociocultural and national differences in business customs of different countries. However, the globalization of business requires a convergence of business cultures, which leads to attempts to create some common rules of business ethics.

Currently, business ethics can be considered at three hierarchical levels (Fig. 10.2).

Rice. 10.2.

1. World level - hypernorms - are based on universal human values. The norms of this level are formulated and recorded, for example, in the “Principles of International Business” - a global code of ethics adopted in 1994 in Switzerland by representatives of leading companies and business consultants from the USA, Western Europe and Japan.

The hypernorms recorded in this document are general, declarative in nature and define:

social responsibility of the enterprise (creation of public goods, jobs, improvement of living standards, clients, employees and shareholders, as well as the population as a whole);
modernization of technologies, production methods, marketing and communications;
increasing confidence in business;
respect for legal norms and ensuring equal opportunities in competition;
recognition of the supremacy of ethical standards (some transactions permitted by law may be unacceptable from a moral point of view);
promoting free multilateral trade;
respect for the environment;
refusal of illegal actions (bribery, money laundering, selling weapons to terrorists, drug trafficking). Hypernorms are created as universal, global rules of behavior in business, which apply to all participants in the process of production and sale of goods and services throughout the world without exception. World-class standards must take precedence over national and corporate ethical codes and norms.
2. Macro level - standards established on the scale of an industry or national economy. The ethical postulates of this level are also general instructions, but unlike hypernorms, they are implemented at a lower level. For this purpose, industry or national codes of business ethics are created. The list of macro-level ethical standards may include requirements for respect for private property and market competition, reliability of information, absence of unfair discrimination in the labor market, etc.
3. Micro level - standards established at the level of an individual enterprise; determine the set of moral principles and values it implements. For example, trust and lack of discrimination in employee relations, honesty and commitment towards suppliers, clients, and partners.

Thus, the ethical standards of the statute Depot ethics is considered are poured onto various hierarchical is at the global level, most levels, permeate the entire economic Rolevel and microlevel cultural system of society, regulate relations in business. At the same time, the presence of ethical standards at different levels introduces certain difficulties in their application and use. For example, there are situations when micro-level norms contradict macro-level and hyper-level ones.

If a conflict arises between ethical standards of different levels, it is recommended to resolve it according to the principle priority. Such a conflict is possible when locating company branches in countries or regions with a different culture. Although hypernorms and macronorms must dominate, micronorms must be taken into account.

Thus, if a Western company establishes an enterprise in an economically backward country, it introduces safety procedures accepted in the West, prohibits unfair discrimination in hiring and the use of child labor. It is believed that these hypernorms meet both the interests of this country and its developed partners. At the same time, wages must comply with local standards so as not to destabilize the economy and maintain the “principle of fairness” in relation to other enterprises.

Modern business ethics gives priority to those local norms that are clearly formulated. Otherwise, they are difficult to use for decision making.

In particular, the issue of women's employment in physically difficult jobs is ambiguous. In some countries this is widely practiced, while in the West it is considered unacceptable. Thus, there is a conflict of norms. Even if such a question has to be decided on the basis of local customs, moral considerations should not be completely ignored. You can introduce special programs to ease working conditions or a compensation system. It is important to ensure, as far as possible, that the norms “fit” and that they are logically interconnected (15).

All social relations are regulated by certain rules and norms. The set of these rules is called etiquette. In the business environment, just like in any area of public life, there are rules of conduct, which are denoted by two words - business ethics. Let's take a closer look at what it is.

What it is?

Business ethics is a set of ethical and moral principles and rules that should be inherent in a business person. They must be strictly observed.

Business ethics arose from a mixture of secular and military etiquette. In the context of the globalization of economic relations, in order to avoid misunderstandings between representatives of different cultures, they tried to make the code of business ethics common to all participants in business relations, regardless of their culture, nationality, or religion. Every self-respecting businessman must know and apply the principles and rules of business ethics.

In addition, a person who is far from business should at least become familiar with these rules - ignorance of them can provoke embarrassing situations if he suddenly finds himself in an organization with strict rules of behavior.

Research shows that modern business etiquette serves a number of functions.

Informational. Etiquette is primarily aimed at informing a person about the rules and norms of behavior in society.
Standardization of models of individual and group behavior. Knowing the rules gives us the opportunity to act in accordance with the regulations in each specific situation, makes it easier to integrate into the team, and reduces the feeling of psychological tension in business relationships.
Ensuring social control. With the help of rules and norms in society, unwanted deviations in behavior that can harm normal relationships are prevented.
The function of diplomacy, political struggle. Compliance or non-compliance with business etiquette allows the interlocutor or opponent to understand the attitude towards oneself. Deliberate non-compliance with the rules indicates a manifestation of ill will; strict adherence to all rules can indicate respect and disposition for a positive outcome of negotiations.
Identification with others, creating psychological comfort. Business etiquette is, first of all, a manifestation of corporate culture, corporate team spirit; it helps an employee to feel like a part of the organization.

Like any information system, business ethics has its own structure - it consists of macroethics and microethics. Business macroethics involves the interaction of organizations at the state and international levels.

The higher the level of negotiations, the more serious attention is paid to the study of etiquette. But microethics is intra-organizational etiquette. It includes the rules of interaction between subordinates, with clients, with partners and even competitors.

Peculiarities

Business etiquette is a relatively young area of etiquette, but nevertheless it has a number of its own features that define business communication. Let's take a closer look at these features.

The importance of reputation in business communication. Losing your reputation in the business world practically means the collapse of the company. Every manager should value his name, since gaining a reputation among partners and clients requires a lot of effort and time. Business etiquette plays an important role in developing a reputation. An unethical manager or employee can easily damage the company's image. Therefore, it is extremely important to ensure that the entire team knows at least the basics of business etiquette.
Specificity and clarity– another important component of business communication. Goal setting is of particular importance in the activities of an organization, since all its activities are carried out for the sake of the set goal. Uncertainty in the formulation of the goal or its inaccurate setting can lead to negative consequences. An organization that does not have a purpose has no meaning and therefore cannot exist for a long time.
Mutually beneficial cooperation is also an important element of the art of business communication. Every successful businessman knows that mutually beneficial cooperation is the best path to a profitable partnership. Business relationships always imply the concept of mutually beneficial relationships.

The importance of business etiquette cannot be underestimated. If you show unethical behavior in everyday life or in secular society, then your reputation as a well-mannered person is at stake.

But in the business world, behavioral mistakes can cost jobs and income.

Kinds

The following types of business etiquette can be distinguished:

etiquette of live communication with clients;
electronic communication etiquette;
telephone etiquette;
leader etiquette.

Communication with customers

Customer etiquette begins with the following fundamental rule: the customer is always right. Proper communication with clients involves exclusively polite, friendly, respectful communication. You cannot interrupt, raise your voice, or get angry with the client.. The employee must remain calm and give equal attention to people at all times, providing equal service. It is necessary to give the client an understanding that he is being listened to and that his problem is important to the company. All these rules are achieved through the employee’s intonation, gestures, and facial expressions.

Every customer-oriented company should pay attention to training its employees to communicate with customers. The culture of communication with clients directly affects the organization’s income: no clients - no income.

Email correspondence

The development of the network gives us more opportunities to communicate. Electronic communication etiquette is one of the main types of business remote communications in the modern world. The following rules are observed in electronic correspondence:

filling out all fields of the email;
clear address and name of the sender;
mandatory indication of the subject of the letter;
compliance of the text of the letter with the rules of business correspondence;
mandatory response to incoming business letters, with the exception of spam;
Confidential information cannot be sent by mail.

The requirements for the text of the letter itself are approximately the same as for oral speech - politeness and courtesy. But, in addition, there are certain specifics. For example, you cannot write words in caps lock, as this may be perceived as shouting. It is a good rule of thumb to have an electronic signature. You also need to indicate several ways to contact you (telephone, fax, email)

Also, in internal mail or in a letter to a friend, to add emotional coloring to the letter, you can use so-called emoticons - graphic images of a face with different emotions. It is not recommended to use emoticons in business letters and letters to clients, so as not to give the impression of a frivolous person.

Phone conversation

The protocol for a telephone business conversation involves the following sequence of actions:

think about the topic of conversation in advance;
start with a laconic greeting;
introduce yourself and the company;
demonstrate a respectful response to your interlocutor’s questions and comments;
End the conversation briefly and politely.

During a telephone conversation, try to ask as little as possible and not be distracted from the conversation. Any business conversation assumes that the time spent on it will be minimal. To achieve favor and loyalty, it is recommended to address the interlocutor by name as many times as possible. Watch your intonation - you can always hear a positive or hostile attitude from it.

Leader etiquette

The essence of managerial etiquette lies in the art of communication with business partners, subordinates, senior management, and clients. Bosses should always be calm, have high self-control and politeness. A leader must be able to listen and hear his subordinates, and in difficult situations, meet them halfway and help them.

In Russia, compliance with ethical standards in business communication began relatively recently. We can say that more than half of the failures of domestic companies occur due to a misunderstanding of the essence of etiquette and failure to comply with its norms.

Basic Rules

There are not many rules of business etiquette, but compliance with them represents open doors to concluded deals and new partners.

Time is money: A business person must master the basics of time management and take care of both his own time and that of his business partners. Violation of the rule of punctuality in the business environment leads to severance of business ties, refusal of new contracts and termination of agreements.
Dress code: People around you always form their first opinion about you based on your appearance - your business style in clothes, accessories, and hairstyle will tell you about you as a person with status and position in society.
Desktop: keeping your desk in order is an important component of a business person’s image. All items must be in their place. Remember: a mess on your desk is a mess in your head.
Literacy: business-literate speech should essentially be an indispensable quality inherent in every businessman.

Ministry of Education and Science of the Russian Federation Federal State Budgetary Educational Institution of Higher Professional Education "Kuzbass State Technical University named after T. F. Gorbachev"

N. P. Gavrilova O. I. Kalinina

Business ethics

Tutorial

Kemerovo 2014

UDC 174(075.8) BBK Yu715.4ya73

Reviewers:

Doctor of Historical Sciences, Professor of Kemerovo State University A. V. Gorbatov

Candidate of Philosophy, Associate Professor of the Department of Humanities, Kemerovo Institute (branch) of the Russian State Trade and Economic University A. D. Spirin

Gavrilova, N. P. Business ethics: textbook. manual / author-compilers N. P. Gavrilova, O. I. Kalinina; KuzSTU. – Kemerovo, 2014. – 174 p.

ISBN 978-5-89070-1027-5

A systematic presentation of the problems of business ethics is given, their relationship with universal morality and morality is shown. A separate chapter is devoted to the most important aspects of business etiquette.

The textbook is intended for students of higher educational institutions studying in the bachelor's degree 38.03.01 "Economics".

Published by decision of the editorial and publishing council of KuzSTU.


Preface
Chapter 1. System of modern ethical knowledge
1.1. The concept of ethics. Business ethics in the modern system
ethical knowledge
1.2. The most important religious and ethical teachings
1.3. The most important philosophical and ethical teachings
Chapter 2. The essence and specificity of morality
2.1. The essence of morality. Its functions
2.2. Origin of Morality: Religious and Philosophical

2.3. Historical development of morality
Chapter 3. Professional ethics and professional

3.1. The concept of professional ethics and professional
morality. Its role in human life and society
3.2. Origin and main stages of development
professional ethics
3.3. Modern professional and ethical codes
Chapter 4. Business ethics: main issues
4.1. The relationship between economic ethics and business ethics
4.2. Business ethics as ethics of preferences (classical

4.3. Social responsibility of business
Chapter 5. Ethics of the financial and credit sector
5.1. Ethical issues in financial markets
5.2. Concept of ethical finance. Alternative banking
5.3. Professional ethics of accountants and financiers
Chapter 6. Management ethics


6.1. Ethical standards in the activities of a manager
6.2. Service ethics: the relationship between the leader and
subordinates
Chapter 7. Ethics of business communication
7.1. Business communication concept. The Problem of Manipulation
7.2. Ethics of business negotiations
Chapter 8. Business etiquette
8.1. Business etiquette concept
8.2. Office etiquette
8.3. Etiquette rules for business communication over the phone
8.4. Business correspondence etiquette
8.5. Business Tricks
Glossary

PREFACE

The proposed textbook is a systematic presentation of the problems of business ethics. Currently, these problems have become particularly relevant in both theoretical and practical senses.

Firstly, the rapidly growing specialization of labor required the coordination of the requirements of professional (or official) duty with generally accepted principles of interpersonal relations in order to ensure the priority of universal moral values. However, such coordination is by no means an easy matter. Practice shows that a simple desire to comply with generally accepted moral principles is not enough. Special training of workers is required and, consequently, the development of special training courses. That is why such courses are widely taught in higher education institutions.

Secondly, the nature of the sociocultural changes that began

in the 60–70s of the 20th century (globalization, introduction of computer (information) technologies, major structural changes

However, the discussions that have unfolded on this issue have led to a general recognition of the need for a comprehensive development of ethical problems. Ethical knowledge begins to develop rapidly. A new direction is emerging, called applied ethics. The focus of her attention is on the specification of universal ethical principles in relation to individual spheres of public life.

The economy was no exception here. Today, no one doubts the conclusion that ethics should be considered as a mandatory element of the economic system of any country and any international organization.

For Russia, this situation seems even more pressing, because the solution to ethical problems here occurs in the context of fundamental socio-cultural changes, when a search is underway for

effective development, contacts with other countries are being strengthened, and new trends in economic activity are being formed.

At the same time, the need for personnel capable of working in new conditions is growing. This is precisely the problem that the Business Ethics course is designed to solve. The proposed tutorial should be of significant help here. It is intended primarily for students of the bachelor's degree program "Economics".

IN The manual is based on a course of lectures that its authors have been delivering for a number of years to students in the field of study “Economics” (bachelor qualification) of Kuzbass State Technical University. The first seven chapters, devoted to ethical issues, were written by N. P. Gavrilova, the eighth chapter, devoted to business etiquette, by O. I. Kalinina.

By creating this manual, we sought to give a holistic understanding of business ethics and etiquette as a social-normative specification of universal ethical principles in relation to the business sphere. Based on this, we have built the logic of presenting the material as follows.

IN In the first two chapters, students are introduced to the specifics of ethical knowledge, the basic concepts of ethics, its subject and directions of ethical thought. Issues of the relationship between morality and law are also discussed here.

IN The third chapter examines the phenomenon of professional ethics and professional morality. An important place is given to the consideration of modern professional and ethical codes.

Then (in the fourth chapter), on this basis, the ethical aspects of business ethics are examined in detail, which is presented in two directions: as individual ethics (ethics of preferences) and as institutional ethics (ethics of restrictions). In this case, the ethics of preferences acts as the professional ethics of businessmen, and institutional ethics acts as economic ethics. Both of these types of business ethics form the principles of interaction of companies with society, including the problems of their social responsibility.

The fifth chapter is devoted to ethical problems in the financial and credit sector. It consists of three paragraphs. The first paragraph examines the ethical problems of the financial market as a set of certain social practices. Designate-

These are the “pain points” of global finance that inextricably link ethics and economics. The second paragraph discusses the problems of “alternative banking” as a reaction to these “pain points”, showing that the world is searching for new social practices that will allow us to get rid of the mentioned “pain points”. A good remedy here can also be increasing the personal responsibility of financial market participants and the level of their professional ethics. The third paragraph of this chapter is devoted to issues of professional ethics of accounting and financial operations specialists.

IN The sixth chapter analyzes the moral problems of management, primarily the ethical requirements for a manager. It also analyzes the problems of work ethics, which are centered on issues of interaction between employees within the primary work collective or work group.

IN The seventh chapter analyzes the problems of ethics of business communication, mainly related to business partners. The main problem here is the problem of manipulation. A separate paragraph is devoted to the ethics of business negotiations.

IN The final (eighth) chapter examines the basic elements of business etiquette.

IN The textbook contains a glossary (a list of the most frequently used expressions and highly specialized terms).

When presenting the educational material, an extensive

Thus, students gain a comprehensive understanding of the problems of business ethics and business etiquette. We hope that this will help them become highly qualified specialists in their field and make a worthy contribution to the formation of modern Russian business culture.

From this point of view, the proposed textbook can be useful for all categories of readers, because all members of society are interested and involved in the development of the business sphere.

Chapter 1. System of modern ethical knowledge

1.1. The concept of ethics. Business ethics in the system of modern ethical knowledge

Ethics is a science that studies the phenomenon of morality. This phenomenon plays an important role in a person’s life: it correlates his behavior with guidelines that go beyond immediate motives

And the goals of the actions he performs in everyday life. Morality formulates requirements regarding what values a person should be guided by in his actions.

IN Ethics began to emerge as a special branch of knowledge in ancient times. The word “ethics” (from the Greek morality, character, custom) was introduced into use 2300 years ago by Aristotle, who isolated ethics from general philosophical knowledge, placing it between psychology (the study of the soul)

And politics (the doctrine of the state). He owns the first work dedicated to it, “Nicomachean Ethics,” which became the canon of ethical education until the 18th century.

IN In this work, Aristotle called ethical virtues or virtues (qualities) of a person (virtues of character), which are manifested in his behavior and acquired in activity, in contrast to dianoetic virtues (qualities), which develop in a person through training. To the second he included such

qualities such as wisdom, intelligence, prudence,

And called them virtues of the mind.

TO first - courage, justice, prudence, generosity, ambition, nobility, mercy. Ethical virtues, according to Aristotle, represent a measure, a mean between two extremes: excess and deficiency of the manifestation of passions. Thus, fear is the original passion of the soul, from which

in excess, cowardice and cowardice appear, and in deficiency, insolence and reckless courage appear. Both are uncontrollable desires of the soul, unconscious volitional impulses. At the same time, courage arises out of fear. Courage is a virtue because it expresses the measure of fear as the mean between cowardice, that is, an excess of fear, and insolence, that is, a lack of fear. According to Aristotle, courage is to feel fear but not give in

him, to realize good intentions into good deeds. In the same way, modesty is a measure of shame, the “golden mean” between shyness, constraint as an excess of shame and shamelessness, arrogance, rudeness as a lack of shame. Thus, the basis of virtue is knowledge of passion, leading to power over it, to establishing the measure of passion. Aristotle called the science of ethical virtues ethics.

In scientific usage, the concept of ethics was established by the Stoics (from the 3rd century BC): Zeno of Kition (c. 333–26 BC), Seneca (5 BC – 65). AD), Epictetus (50–140 BC), Marcus Aurelius Antony (121–180 AD). They began to consider it, along with physics, metaphysics and logic, one of the four parts of philosophy.

Later, following the example of Aristotle, Cicero formed from the Latin mos (plural mores) - “character”, “custom” the words “morality” and “moral”, which became the Latin equivalent of the Greek words “ethics”, “ethical”. These words, some of Greek and others of Latin origin, entered modern European languages. Along with them, a number of languages have their own words that denote the same reality as the terms “ethics” and “morality”.

Thus, in the Russian language in the 18th century the word “morality” (from the root “nrav”) appeared, which began to be used along with the words “ethics” and “morality” as their synonym. Over time, these words acquired some semantic connotations that distinguish them from each other. Thus, morality and morality are understood as principles, values, and norms that determine human behavior. Ethics refers to both these principles, values, norms themselves, and the science about them, that is, the science about morality. The word “morality” is not used in a negative assessment of behavior, and the word “morality” is more neutral in relation to such an assessment: one can say “inhuman morality”, “slave morality”, but one cannot say “inhumane morality”.

In addition, we can distinguish a cultural and linguistic tradition, which understands fundamental principles as morality, and morality as historically changing norms of behavior, sometimes also with a negative connotation (“slave morality”, “bourgeois morality”). There is another aspect of the separation of the concepts of “morality” and “morality”, which goes back to Hegel, according to which “morality” is understood as the subjective aspect of the corresponding

general actions, and by “morality” - the actions themselves in their objectively developed completeness. Simply put, the word “morality” is more often used to describe consciousness (“morality as a form of social consciousness”), and the word “morality” is more often used to characterize human activity (“moral culture”). These shades of meaning can always be discerned from the context. In general, the words “ethics”, “morality”, “morality” continue to be used interchangeably.

Within the framework of the academic discipline, “ethics” we will call science, a field of knowledge, and morality and ethics, mostly using these words as synonyms, will be what is studied by ethics, its subject.

Today there are various classifications of ethical knowledge. The simplest of them divides ethical knowledge into three main forms (traditions):

1) theoretical (philosophical) ethics that explains morality as a sociocultural phenomenon. This tradition is developed by professional philosophers. Over the long history of ethics, many concepts have been created to explain morality. Among them are the secular ethical concepts of Plato, Aristotle, Epicurus, Kant, Hegel, Feuerbach, Schweitzer, Fromm and philosophically meaningful concepts of religious ethics (Christianity, Islam, Buddhism and others);

2) descriptive, or descriptive (positive), ethics focuses its efforts on a specific sociological and historical analysis of the morality of a particular society, group, layer, profession, studies and describes real moral phenomena: customs, mores, traditions. Descriptive ethics also deals with the description of existing ethical standards adopted in production, within a profession, in various cultures. Descriptive ethics is closely related to cultural studies, sociology, psychology and relies heavily on them;

3) Normative or prescriptive (exhortatory) ethics justifies and prescribes certain moral principles and, thus, influences a person’s choices. The most obvious way it manifests itself is in professional ethics. Its language is the language of prescriptions and regulations.

Every entrepreneur should understand that in the modern civilized world, not only professionalism is of great importance, but also the ability to comply with the principles of business ethics. The way a person adheres to these rules reflects the degree of seriousness in his approach to the matter. Therefore, most experienced businessmen pay special attention to this aspect of behavior.

One of the important components of success is clear regulation of professional communication. In the process of building relationships with potential business partners, it is necessary to adhere to generally accepted ethical standards, which are a system of certain rules that take into account cultural and national traditions. The outcome of negotiations, and, consequently, the commercial success of the enterprise largely depends on how competently the code of business ethics is observed.

Universal norms allow not only to correctly place important emphasis, but also to analyze and even model the behavior of other participants in the process. Ethics in business communication makes it possible to build your own line of behavior that helps normalize complex relationships with partners. Indeed, in the professional sphere it is very important not to allow yourself to be drawn into any conflict situations.

When communicating with business partners, it is not enough to show politeness and goodwill. For successful negotiations, generally accepted rules must be followed. The most important categories on which business ethics are built include many moral and ethical standards. Depending on their interpretation, they can significantly facilitate or, on the contrary, complicate professional communication. A civilized society based on market relations has already had the opportunity to verify the effectiveness of doing business built on a moral basis. Business and professional ethics contribute to the development of fruitful cooperation, strengthening partnerships and coordination of interests.

The first and most basic rule on which business ethics is built is to never be late for anything. The day of any business person is scheduled literally to the minute, so being late for a business meeting can be regarded as a sign of disrespect for partners. Unpunctuality is considered one of the most important indicators of a person’s unreliability. A true professional knows how to value not only his own time, but also the time of his business partners.

The commercial success of any enterprise is based on the extent to which employees are able to keep trade secrets. Business ethics obliges staff to show restraint in everything that is in one way or another related to technological and personnel issues. In addition, talking about the personal lives of employees is unacceptable. Such stories may be perceived as a sign of bad taste. An important role in success is played by the ability to listen and understand your opponents. Entrepreneurs who build their own businesses ethically achieve success much faster.

The rules of business ethics require demonstration of a high degree of professionalism. This is usually expressed in the presentation of specific requirements for the behavior and clothing style of employees. In official institutions, a strict and restrained appearance is encouraged. Such reputable organizations employ people with self-esteem. It is important for any reputable enterprise that its staff adhere to generally accepted standards of business ethics, so it is impossible to meet people here who are too noisy and uninhibited. Full-time employees are required to demonstrate composure and the ability to control their emotions. The behavior and clothing style of employees can tell a lot about the company itself. These characteristics make it possible to form an almost unmistakable opinion about intellectual and professional qualities.

Any manager should strive to turn the company entrusted to him into a cohesive team that adheres to high moral standards of communication. It is important for a good boss that his subordinates not only comply with ethical standards, but also do not feel the slightest discomfort in communication.

If difficulties arise due to dishonesty, the manager must find out the reasons. It is important to be able to find the strengths of any employee, and not endlessly reproach him for his mistake.

According to the standards of professional ethics, any criticism must be constructive. In business communication, getting personal is unacceptable. Comments made to employees must be ethical. It is imperative to collect complete information on each specific case and choose the optimal form of communication, and only after this can you ask the employee to explain the reasons for not completing the task. Staff should not be given any reason to doubt that management is in complete control of the situation. The team needs to be encouraged even when the goal was achieved with the active intervention of management. According to business ethics, it is extremely important to be able to admit your own mistakes in your work.

In the business sphere, aggressive and defiant behavior is absolutely unacceptable. Entrepreneurs often begin to brag about their own achievements and unreasonably flaunt a huge number of luxury items. In all civilized countries, such an approach is considered a sign of bad taste, indicating excessive pretentiousness and disrespect for the interests of business partners.

Western entrepreneurs are very attentive to everything their interlocutor says. Therefore, business ethics absolutely does not allow lengthy discussions and conversations on abstract topics. Any conclusions and comments must be subject to detailed analysis, so all stories about limitless possibilities can become a reason for distrust and wariness on the part of foreign colleagues.

Most domestic entrepreneurs often make vague statements that are incomprehensible to most foreign colleagues. At the heart of any business is the solution of specific tasks to achieve certain goals. The result of any business negotiations should be clarification of important issues.

Business Ethics

Ethics in business relations has recently received increasing attention. Employers are paying increasing attention to issues of ethics in business and personal relationships when selecting and hiring personnel, as well as in the process of employees directly performing their professional roles. Compliance with the ethics of business relations is one of the main criteria for assessing the professionalism of both an individual employee and the organization as a whole.

Ethics includes a system of specific directions, moral requirements and norms, behavior, i.e. the ethics of business relations is based on general rules of behavior developed by people in the process of joint life activities.

To establish pleasant and useful business relationships, you must be able to interest a person with your clear and at the same time figurative statements, attention to the essence of the issue. Achieving the result of a conversation, and in a respectful manner, is an important condition, both in everyday life and in business settings.

Almost all areas of business ethics have rules that apply to ethical conduct in a broad sense. In addition, without exception, all areas of business ethics are based on fundamental ethical standards.

Basic principles of business ethics

The principles of business ethics are a generalized expression of the requirements developed in the moral consciousness of society, which indicate the necessary behavior of business relations.

The work of the American sociologist L. Hosmer formulated more modern ethical principles of business behavior, based on the axioms of world philosophical thought, which have passed centuries of testing by theory and practice.

There are ten such principles and, accordingly, axioms:

1. Never do anything that is not in your or your company's long-term interests.
2. Never do anything that cannot be said to be truly honest, open and true, which could be proudly announced throughout the country in the press and on television.
3. Never do anything that is not good, that does not contribute to the formation of a sense of comradeship, since we are all working towards one common goal.
4. Never do anything that violates the law, because the law represents the minimum moral standards of society.
5. Never do anything that does not lead to greater good than harm to the society in which you live.
6. Never do anything that you would not recommend doing to others who find themselves in a similar situation.
7. Never do anything that infringes on the established rights of others.
8. Always act in a manner that maximizes profits within the limits of the law, market requirements and full consideration of costs. For the maximum profit, subject to these conditions, indicates the greatest production efficiency.
9. Never do anything that would harm the weakest in our society.
10. Never do anything that would interfere with another person’s right to self-development and self-realization.

In modern conditions, key ethical issues in business relations arise in the following areas:

1. relations between organizations;
2. relations between organizations and the state;
3. relations between producer organizations and consumers;
4. relations between organizations and owners (investors);
5. relations between organizations and local communities;
6. relationships between organizations and the environment.

Managers and employees who face such problems cannot solve them by following only what they have learned about morality in their families, from teachers, in church, etc. Often immoral decisions are made and unpleasant actions are committed by people who are extremely honest and have the best intentions. Modern business relationships are extremely fraught with ethical issues. To solve them, it is necessary to develop certain approaches, establish “rules of the game” that facilitate the successful implementation of professional tasks by participants in business relations and the coordination of the interests of the business sphere and society.

Communicative culture in business communication

Communication culture is knowledge, skills, and abilities in the field of organizing human interaction and interaction itself in the business sphere, which allows one to establish psychological contact with business partners, achieve accurate perception and understanding in the communication process, predict the behavior of business partners, and direct the behavior of business partners to the desired result. .

The basis of communicative culture are generally accepted moral requirements for communication, inextricably linked with the recognition of the uniqueness and value of each individual: politeness, correctness, tact, modesty, accuracy, and courtesy.

The main indicators of speech culture in business communication include:

Vocabulary composition;
lexicon;
pronunciation;
grammar;
stylistics.

Brief conclusions can be drawn:

1. Ethics of business communication is the doctrine of the manifestation of morality and morality in business communication and relationships between business partners.
2. The basic principles of business relations provide a specific employee in any organization with an ethical platform for decisions, actions, actions, interactions, etc.
3. The principles of business ethics serve as the basis for each employee of any company to develop their own personal ethical system.
4. The culture of oral and written speech is often the core of professional ethics. Its important indicators are communication style and functional literacy.

Code of Conduct

The Code of Business Ethics at an enterprise is a set of the most important rules of business conduct for both the enterprise itself and its employees, ethical standards of intra-corporate relationships, social responsibility, as well as other high-priority issues of business ethics.

As a rule, the Code of Business Ethics is developed on the basis of generally accepted standards of business ethics, as well as accepted Russian and foreign documents that define the best corporate governance practices. These include the Social Charter of Russian Business (adopted by the XIV Congress of the RSPP) and the Code of Corporate Conduct (adopted by the Federal Commission for the Securities Market, Order No. 421/r “On recommendations for the application of the Code of Corporate Conduct”).

The Code of Business Ethics defines the fundamental corporate values of the enterprise:

Efficiency. The company is aware of its duty and responsibility to shareholders and partners, therefore profitability and operational efficiency are an undeniable value for the company;
Personnel is the main value of the enterprise. Everything the company does is done by people and for people. The quality of personnel, opportunities for discovering the talents and abilities of employees, the ability to use them for the benefit of the enterprise and the employee himself are an indispensable condition for the versatile success of the enterprise in achieving its stated goals;
Social responsibility. The enterprise is a responsible and conscientious participant in the market economy. Aware of its responsibility to all stakeholders in the regions of its operation, the enterprise pursues a socially responsible policy on issues of labor, employment, industrial relations, provides support to employees, disabled people, veterans, and carries out extensive charitable and sponsorship activities;
Partnership. The company forms, maintains and highly values existing relationships with business partners, public organizations and consumers. Achieving highly effective results is impossible without long-term and mutually beneficial cooperation, without interest in the sustainable development of our partners’ business, without mutual respect and responsibility for fulfilling their obligations. The company supports the spirit of partnership and collectivism in its workforce, motivates staff to achieve high work results;
Moral. In its diverse activities, the enterprise does not just formally follow the laws and intended goals. It is also important for an enterprise how and for what it works. Following its mission, the company operates on the basis of honesty and fairness, respect and decency.

The Code of Business Ethics as an instrument of corporate culture contains rules of behavior, specific recommendations of what is unacceptable in a relationship, as well as a list of documents adopted by the enterprise to regulate certain areas of activity.

Thus, the Code of Business Ethics is intended to define the corporate values of an enterprise, adherence to which demonstrates the commitment of the enterprise and its employees to the basic ethical values that determine business behavior and shape the reputation of the enterprise, its competitiveness and efficiency.

The implementation of the standards of business ethics contained in the Code should bring the values of the enterprise to behavioral norms. The Code of Business Ethics is an important part of the corporate governance system; it helps an enterprise avoid unnecessary risks, maintain long-term economic growth and promote further development and globalization of business.

Principles of Business Ethics

Modern universal (ecumenical, universal) ethical principles of business ethics are based on the axioms of world philosophy and verified by centuries-old practice of business relations.

The general ethical principles of business are successfully formulated by the American sociologist L. Hosmer:

1. Never do anything that is not in your or your company's long-term interests. The principle is based on the teachings of ancient Greek philosophy (Protagoras) about self-interest combined with the interests of other people, and the difference between long-term and short-term interests.
2. Never do anything that cannot be said to be truly honest, open and true, something that could be proudly announced to the whole country. The principle is based on the views of Aristotle and Plato on the personal virtues of honesty, openness and moderation.
3. Never do anything that is not good, that does not contribute to the formation of a sense of community and work towards one common goal. The principle is based on the commandments of world religions (St. Augustine), calling for goodness and awareness of interconnection and interdependence.
4. Never do anything that violates the law, because the law represents the minimum moral standards of society. The principle is based on the teachings of Hobbes and Locke about the role of the state as an arbiter in the competition between people for goods.
5. Never do anything that does not lead to greater good than harm to the society in which you live. The principle is based on the ethics of utilitarianism - the practical benefits of moral behavior, developed by I. Bentham and John S. Mill.
6. Never do anything that you would not recommend doing to others who find themselves in a similar situation. The principle is based on Kant's imperative about the rule of a universal, universal norm.
7. Never do anything that infringes on the established rights of others. The principle is based on Rousseau's and Jefferson's views on individual rights.
8. Always act in such a way as to maximize profit within the limits of the law, market requirements and full consideration of costs, because maximum profit under these conditions indicates the greatest efficiency of production. The principle is based on the economic theory of A. Smith and the teachings of V. Pareto about the optimal transaction.
9. Never do anything that would harm the weakest in society. The principle is based on Rawls's rule of distributive justice.
10. Never do anything that would interfere with another person’s rights to self-development and self-realization. The principle is based on Nozick's theory of expanding the degree of individual freedom necessary for the development of society.

Universal ethical principles and norms that are significant for all categories of scientists:

Scientific honesty and correctness in the collection of experimental data;
- refusal to appropriate other people’s ideas and research results, and from hasty conclusions based on unverified data;
- defending one’s scientific views in any scientific environment, in polemics with any authorities in science.

Psychology and ethics of business communication

In political, entrepreneurial, commercial and other areas of activity, business conversations and negotiations play an important role. The study of ethics and psychology of negotiation processes is carried out not only by individual researchers, but also by special centers. Negotiation techniques are included in training programs for specialists in various fields.

Business conversations and negotiations are carried out in verbal form, which requires participants in communication not only to be literate, but also to follow the ethics of verbal communication. An important role is played by what gestures and facial expressions we accompany speech (non-verbal communication). Knowledge of non-verbal aspects of communication when negotiating with foreign partners with a different culture and religion is of particular importance.

A business conversation involves the exchange of opinions and information and does not imply the conclusion of contracts or the development of binding decisions. It can be independent, precede negotiations or be an integral part of them.

Negotiations are more formal, specific in nature and, as a rule, involve the signing of documents defining the mutual obligations of the parties (agreements, contracts, etc.).

Preparation for negotiations includes: defining the subject (problems), searching for partners to solve them, clarifying your interests and the interests of partners, developing strategy and tactics (plan and program) for negotiations, selecting specialists for the delegation, resolving organizational issues and preparing the necessary materials - documents , drawings, diagrams, samples of offered products, etc.

Scheme of negotiations: beginning of a conversation, exchange of information, argumentation and counter-argumentation, development and decision-making, completion.

The first stage of the negotiation process can be an introductory meeting (conversation), during which the subject of negotiations is clarified, organizational issues are resolved, or a meeting of experts that precedes negotiations with the participation of leaders and members of delegations. The success of negotiations as a whole largely depends on the results of such preliminary contacts.

Help to improve relationships between partners:

1. Rationality. Behave with restraint, as uncontrolled emotions have a negative impact on the negotiation process and making reasonable decisions.
2. Understanding. Inattention to your partner's point of view makes it difficult to develop mutually acceptable solutions.
3. Communication. If partners do not show interest, still try to consult with them, which will help maintain and improve the relationship.
4. Credibility. False information weakens the strength of argumentation and adversely affects reputation.
5. Avoid a mentoring tone, do not lecture your partner. The main method is persuasion.
6. Acceptance. Try to understand the other side, be open to new information from your partner.

1. Time. Good days for negotiations are Tuesday, Wednesday, Thursday. The most favorable time of the day is half an hour to an hour after lunch, when thoughts about food do not distract from solving business issues.
2. Wednesday. A favorable environment for negotiations can be created, depending on the circumstances, in your office, a partner’s representative office or on a neutral territory (in a conference room, in a hotel room adapted for negotiations, a restaurant hall, etc.).
3. Questions. Success is determined by the ability to ask questions and receive comprehensive answers to them. Questions are used to control the progress of negotiations and clarify the opponent's point of view. Asking the right questions helps you make the decision you want.

Types of questions:

1) Information questions are designed to collect information that is necessary to form an idea about something.
2) Test questions are important to use during any conversation to find out whether your partner understands you. Examples of control questions: “What do you think about this?”, “Do you think the same as I do?”
3) Directing questions are necessary when you do not want to allow the interlocutor to force you into an undesirable direction of the conversation. With the help of such questions, you can take control of the negotiations and direct them in the direction you want.
4) Provocative questions allow you to establish what your partner really wants and whether a state of positive expectation is truly arising. For example: “If I offer you a way to quickly solve a problem... without risking anything, will you be interested?”

10) Closing questions are aimed at a speedy positive conclusion of the negotiations. In this case, it is best to first ask one or two confirming questions, always accompanied by a friendly smile: “Was I able to convince you of the benefits of this offer?”, “Are you convinced how simply everything is solved?” And then, without an additional transition, you can ask a question concluding the negotiations: “Which time suits you better - May or June?”

Compliance with ethical standards and principles. Successful business conversations and negotiations largely depend on partners’ compliance with such ethical standards and principles as accuracy, honesty, correctness and tact, the ability to listen (attention to other people’s opinions), and specificity.

Accuracy is one of the most important ethical standards inherent in a business person. The terms of the agreement must be observed to the minute. Any delay indicates your unreliability in business.

Honesty. It includes not only fidelity to accepted obligations, but also openness in communication with a partner, direct business answers to his questions.

Correctness and tact. They do not exclude persistence and energy in negotiations while maintaining correctness. Factors that interfere with the flow of the conversation should be avoided: irritation, mutual attacks, incorrect statements, etc.

The ability to listen. Listen carefully and with concentration. Don't interrupt the speaker.

Specificity. The conversation should be specific, not abstract, and include facts, figures and necessary details. Concepts and categories must be agreed upon and understandable to partners. The speech should be supported by diagrams and documents.

A negative outcome of a business conversation is not a reason for harshness or coldness at the end of the negotiation process. The farewell should be such that it allows you to maintain contact and business ties.

Business ethics and business etiquette

Business ethics, the principles of which were very competently formulated by the American sociologist L. Hosmer, are the basis of any interaction in a team.

Let's look at what points it requires:

Refuse from activities that are not in your interests and not in the interests of your company.
Never do anything that you couldn’t tell the whole country about.
Never do anything that is not for the good of the company.
Never break the law.
Never interfere with the self-development of another employee.
Confirm yourself only at your own expense.
Don't infringe on the rights of others.
Do not humiliate the “weak” in society.
Don't do anything you wouldn't want others to do.
Be honest with yourself.

If a person knows how to behave at work, in negotiations, business meetings, conferences and presentations, he will definitely achieve success. But don’t forget that you are an individual. Your main weapon in your professional activities is your individuality. It’s no secret that companies have a lot of employees, but there are always not enough self-sufficient individuals. So why not fill this niche?

Ethics and etiquette of business communication have their own special principles that any self-respecting person should know:

Honesty and integrity.
Responsibility and collegiality.
Reliability.
Professionalism and competence.
Justice.
Respect for yourself and colleagues.
Non-conflict.
Own opinion.

A person spends most of his life at work, so it is extremely important to create a healthy atmosphere there. Employees should be aware of what business ethics of communication will be appropriate within the work team. After all, only these simple principles and rules are designed to regulate relations between people. Ethical standards have a significant impact on the efficiency of the entire labor process.

Every person can cultivate these qualities in themselves and apply them in life situations. The main thing is perseverance and diligence. Don’t be afraid of work, complete tasks with pleasure and respect the norms of business etiquette. There is a basic rule that business ethics implies: topics of conversation should be neutral, and in no case should you lie. Be honest with others, and most importantly, with yourself.

Employees, regardless of their position, should not be afraid to take initiative, express their opinions and point of view. These are the kind of employees any manager needs. Be strong and confident, show your full potential, do quality work and amaze everyone with your activity and perseverance. After all, only such people achieve success and can boldly declare themselves to the whole world. Remember that you need to go to the goal on your own. Therefore, do not use other people to your advantage, do not assert yourself at their expense, do not humiliate them, but respect others and yourself.

Rules of business ethics

Good manners in an office or government office are somewhat different from what is considered decent (customary) outside of them.

If the leader is a man, women should not expect him to stand up when they enter the office. Although there are well-mannered men among bosses in whom this habit has been brought to the level of a reflex and who always stand up when a lady enters the room, this is an exception. And even though this is pleasant, a secular tone at work is still inappropriate. In an office or a government agency, the male boss is the first to walk through the door, and when you go on business, he is the first to get into the car.

The words “thank you” and “please” are even more desirable in a work environment than in a “social life.” Thank your colleagues for any service, even the most insignificant, and do not forget about the “magic word” when you make a request or simply convey an order from your superiors to one of your employees.

Always smile when greeting colleagues and respond to their greetings with a smile.

Talk to people in a calm, friendly tone and show them signs of attention, regardless of their gender.

If the man walking ahead of you to the door has a lot of documents, pass him to open the door and let him pass. Helping in the office should always be done by someone who is more comfortable and convenient; however, in office relationships there is a clear hierarchy that you must feel and support. This does not mean that you should be timid in front of your superiors or show increased attention to every word, no, but you should give him or her due respect.

Accepted rules of business etiquette can differ significantly not only in different industries, but also in individual companies. However, there are rules that both office workers and government employees must follow. Among them are punctuality, dressing in accordance with the company's image, the ability to keep secrets, and the ability to leave personal problems outside of work. Let's talk about each of these rules in more detail.

The rules of business etiquette in an office or government agency require that you always come to work on time and complete all tasks on time. Late arrivals and delays in work that must be completed at exactly the promised time are unacceptable.

Never miss business meetings, come to them early so as not to jeopardize the company's reputation, not just your own. If you need to stay late, give notice in advance; management should be aware of where you are. Remember that maintaining accuracy and punctuality in all matters is an indispensable rule of business etiquette for a civil servant and office worker, as well as showing respect for others, which is natural for any well-mannered person.

It is necessary to follow generally accepted rules of business etiquette in clothing:

The employee's appearance should be consistent with the company's image, creating a pleasant impression, and when you work in a government agency, this is even more important.
Women must wear skirts and dresses no longer than knee length; tailored pantsuits are permitted. It is unacceptable to wear clothes in bright, flashy colors with sparkles, rhinestones, or tight-fitting clothes to work in the office.
Men should adhere to a business style, wear suits, trousers, shirts with or without a tie. It is better to exclude jeans and sweaters from your work wardrobe.
You can wear modest jewelry to work that matches your clothes, like other details of your suit.

You must be able to keep company secrets, any transaction, without discussing this topic with your colleagues or your loved ones. Do not read letters intended for other persons; transmit all messages personally, without intermediaries or third parties. If you need to send a fax, call the recipient in advance so that he or she is nearby to receive the document or letter in person. Do not mix your personal life with work; do not talk about problems in life, seek consolation or ask for help from co-workers. In the office, it is important to maintain composure and a good mood, regardless of the bad mood. These rules of business etiquette for civil servants and office workers must be strictly followed.

The rules of business etiquette for subordinates imply distant, unfamiliar contact with a manager. Even if the boss (boss) is a girl or boy only a little older than you, you should say “you”. If you are in the manager’s office, and a business partner or another boss comes in, whether you should stay or leave - he must decide; if he asks you to leave, there is no reason to feel disadvantaged. If your boss ever insults you in front of others, don't respond in kind. If you are upset, do not rush out of the office, try to calmly leave and find a secluded place where you can calm down. Don't discuss what happened with your colleagues. You can sort things out with your manager during non-working hours by calmly listening to his wishes and expressing your complaints. The higher up you are, the more complex your role, and in some situations it is important to remember the rules of business etiquette. If a particularly respected person needs to be escorted along the corridor of an institution, you need to open the doors to let the important guest through, and then move next to him, lagging behind only a quarter of a step. If the corridor branches, you will have to give him a graceful gesture in the direction. If the corridor winds, you can say, “Let me walk you,” and then boldly walk ahead.

There are norms and rules of business etiquette that are unambiguous for all employees: do not read other people’s letters, speak with restraint and politely, be friendly with colleagues and keep a distance from your superiors. But sometimes at work an exception is made to these rules, for example, when you need to find a document in the desk of another employee who is not there. The general conduct at work and in the office must be dignified, with impeccable manners. You constantly need to monitor your behavior, how you walk, communicate, and sit. Remember that it is indecent to touch your nose, ears, hair or other parts of the body in front of everyone.

What you should never do in the workplace:

Chewing, picking teeth.
Chew pens, pencils, papers, or nails.
Correcting makeup, manicure, and applying lipstick at the workplace are the basic rules of business etiquette for a secretary.
Yawn without covering your mouth.
Place your legs on the table, cross your legs.

Daily you need:

Keep your clothes, hair, and body clean, use deodorant, but not perfume.
Carry a neat handkerchief.
Monitor your dental health.

These rules and wishes are indispensable standards of etiquette; they allow you to become not only a good, valuable employee, but also a pleasant person with whom you want to do business. Appearance is the best way to demonstrate respect for other people.

When you just start working in the office and get to know your colleagues, you begin to build relationships on which the climate in the team and the results of the overall work will depend. How to behave in order to win them over? Be friendly with everyone, but don't try to get close to just one person right away, give yourself some time to get to know people better. Feel free to ask employees about work, but don’t start personal conversations with them at first. Don’t worry if you didn’t manage to join the team from the first day, there’s nothing wrong with that. Always thank your colleagues for their help and remember not to go beyond the rules of business communication etiquette.

For example:

Do not bother your colleagues with your conversations and do not interfere in other people’s conversations;
do not gossip and do not listen to gossip, do not eavesdrop on other people's telephone conversations;
do not discuss health problems and body functions with colleagues;
do not try to express or impose your personal opinion on any occasion;
do not reprimand anyone in the presence of strangers, even if you are right three times, if you suddenly lose your temper - immediately apologize;
do not pretend that you are busier than others, sometimes you can politely ask your colleagues not to make noise, but do it politely and without challenge;
do not be selfish; in your zeal for office, try not to harm your colleagues in order to earn some advantage or curry favor with your superiors.

And the main rule of business etiquette, both for an office worker and a civil servant, says: “you must be polite, tactful, courteous and tolerant in dealing with colleagues and management, never being led by your emotions.”

Ethics of business culture

As you know, a person enters into business relationships with other people throughout his life. One of the regulators of these relations is morality, which expresses our ideas about good and evil, about justice and injustice. Morality gives a person the opportunity to evaluate the actions of others, to understand and comprehend whether he is living correctly and what he should strive for. A person can make communication effective and achieve certain goals if he correctly understands moral standards and relies on them in business relationships.

If he does not take into account moral standards in communication or distorts their content, then communication becomes impossible or causes difficulties.

Who created the rules of human behavior? Why is one behavior approved by society, while another is condemned? Ethics answers these questions.

Ethics is one of the oldest branches of philosophy, the science of morality. The term “ethics” comes from the Greek word “ethos” (“ethos”) - custom, morality. The term "ethics" was introduced by Aristotle (384-322 BC) to denote the teaching of morality, and ethics was considered a "practical philosophy" that should answer the question: "What should we do in order to do the right things?" , moral actions?

Initially, the terms “ethics” and “morality” coincided. But later, with the development of science and social consciousness, different contents were assigned to them.

Morality (from Latin moralis ~ moral) is a system of ethical values that are recognized by a person. It regulates human behavior in all spheres of public life - at work, at home, in personal, family and international relations.

“Good” and “evil” are indicators of moral behavior; it is through their prism that a person’s actions and all his activities are assessed. Ethics considers “good” as the objective moral meaning of an action. It unites a set of positive norms and moral requirements and acts as an ideal, a role model. “Good” can act as a virtue, i.e. be a moral quality of a person. “Good” is opposed to “evil”; there has been a struggle between these categories since the foundation of the world. Morality is often identified with goodness, with positive behavior, and evil is seen as immorality and immorality. Good and evil are opposites that cannot exist without each other, just as light cannot exist without darkness, up without down, day without night, but nevertheless they are not equivalent.

Acting morally means choosing between good and evil. A person strives to build his life in such a way as to reduce evil and increase good. Other important categories of morality - duty and responsibility - cannot be correctly understood and, even more so, cannot become important principles in human behavior if he has not realized the complexity and difficulty of the struggle for good. Moral norms receive their ideological expression in commandments and principles about how one should behave. One of the first rules of morality in history is formulated as follows: “act towards others as you would like them to act towards you.” This rule appeared in the VI-V centuries. BC. simultaneously and independently of each other in different cultural regions - Babylon, China, India, Europe. Subsequently, it began to be called “golden”, since great importance was attached to it. Nowadays, it also remains relevant, and we must always remember that a person becomes a person only when he affirms the humanity in other people. The need to treat others as oneself, to elevate oneself through the exaltation of others, is the basis of morality and morality.

The moral life of a person and society is divided into two levels: on the one hand, what is: existence, morals, actual everyday behavior; on the other hand, what should be: due, an ideal model of behavior.

Often in business relationships we are faced with contradictions between what is and what should be. On the one hand, a person strives to behave morally, as they say, properly, on the other hand, he wants to satisfy his needs, the implementation of which is often associated with a violation of moral norms. This struggle between ideal and practical calculation creates a conflict within a person, which is most acutely manifested in the ethics of business relations, in business communication. Since the ethics of business communication is a special case of ethics in general and contains its main characteristics, the ethics of business communication is understood as a set of moral norms and rules governing the behavior and relationships of people in professional activities. Therefore, when studying the course “Business Culture and Psychology of Communication,” we will talk about how to act in business relationships, so that you know about it, try to accept it and act accordingly. The norms and rules of behavior in force in society require a person to serve society and coordinate personal and public interests. Moral standards are based on traditions and customs, and morality teaches us to do every thing in such a way that it does not cause harm to the people who are nearby.

One of the main elements of the culture of business communication is the moral behavior of people. It is based on universal human moral principles and norms - respect for human dignity, honor, nobility, conscience, sense of duty and others.

Conscience is a person’s moral awareness of his actions, thanks to which we control our actions and evaluate our actions. Conscience is closely related to duty. Duty is the awareness of conscientious performance of one’s duties (civil and official). For example, when a duty is violated, thanks to conscience, a person is responsible not only to others, but also to himself.

Honor, which is expressed in recognition of a person’s moral merits and reputation, is of great importance for a person’s moral character. The honor of an officer, the honor of a businessman, the honor of a knight - it is this that requires a person to maintain the reputation of the social or professional group to which he belongs. Honor obliges a person to work conscientiously, to be truthful, fair, to admit his mistakes, and to be demanding of himself.

Dignity is expressed in self-respect, in awareness of the significance of one’s personality; it does not allow a person to humiliate himself, flatter and please for his own benefit. However, an excessive sense of self-esteem does not really decorate a person. The ability of a person to be restrained in revealing his merits is called modesty.

A person who is worth something does not need to flaunt his merits, increase his worth, or instill in others the idea of his own irreplaceability.

An integral part of the culture of business communication is nobility. A noble man is true to his word, even if it is given to an enemy. He will not allow rudeness towards people he does not like, and will not slander them in their absence.

Nobility does not require publicity and gratitude for help and sympathy.

Business ethics standards

One of the unique abilities of a person is his ability to build on the natural and social reality with a second world, an ideal world, in which the leading role is played by ideas about good and evil, i.e. ethical, moral values.

The moral norms and rules developed by people in order to regulate their relationships are extremely diverse. This diversity is explained both by the pervasive nature of these norms, affecting all spheres of social life, and by the possibility of free choice by each of us of certain moral values. One of the manifestations of this diversity of moral rules and norms and their high role in any sphere of human activity is the existence of not only sets of norms of universal morality, but also various kinds of modifications of these general norms in the form of a set of rules, codes of corporate and professional ethics. One type of such group morality is business ethics, or business ethics. True, there are no special institutions that, like law enforcement agencies, would monitor compliance with these norms. At the same time, experienced businessmen take into account in their practical activities the requirements of these norms no less than the requirements of legal norms. Life has taught them that the most profitable business is one that is based on compliance with the requirements of not only the law, but also business morality.

Unwritten ethical standards that guide one way or another the participants in business relationships in order to prevent possible friction and conflicts can be reduced to the following simple requirements:

Don't be late. Being late should be viewed by your partner as a sign of disrespect for him. If you are delayed due to unforeseen circumstances, it is better to inform us in advance. This rule applies not only to showing up for work or meetings, but also to meeting deadlines for completing work. To avoid delays, you should allocate time to complete the work with some reserve. It is generally accepted that punctuality is an essential requirement of business etiquette.

Be laconic, don't say too much. The meaning of this requirement is to protect company secrets in the same way as your personal secrets. It is well known that the protection of official secrets is one of the most important business problems, which often become a source of serious conflicts. This norm also applies to the secrets of a colleague’s personal life that became known to you by chance. Moreover, this applies to both good and bad news from the personal lives of your colleagues.

Be friendly and welcoming. Compliance with this rule is especially important when colleagues or subordinates find fault with you. And in this case, you must behave politely and kindly with them. We must remember that no one likes to work with people who are unbalanced, grumpy, or capricious. Politeness and friendliness are needed for communication at all levels: with bosses, subordinates, clients, customers, no matter how provocatively they sometimes behave.

Empathize with people, think not only about yourself, but also about others. It often happens that the clients you serve have had negative experiences with other organizations. In this case, it is especially important to be responsive, empathetic and prevent legitimate concerns. Of course, attention to others should be shown not only in relation to clients and customers, it also extends to colleagues, superiors and subordinates. Respect the opinions of others, even if they do not coincide with yours. In this case, do not resort to sharp objections, if you do not want to find yourself in the category of people who recognize the existence of only two opinions: their own and the wrong one. It is people of this type who often become the instigators of conflict.

Watch your clothes and appearance. This means that you need to be able to organically fit into your environment at work, the environment of workers at your level. Moreover, this does not exclude the possibility of dressing with taste, choosing the appropriate color scheme, etc. As an operator at a bank, you shouldn’t show up to work with an expensive case that even the bank’s president cannot afford. Of course, this is a small thing, but one that can harm your career advancement.

Speak and write in good language. This means that everything you say and write must be presented in literate, literary language. If you have any doubts about this, before sending a letter on behalf of the company, check the correct spelling with a dictionary or have the letter checked by an employee of your level whom you trust. Be careful never to use swear words, even in personal conversations, as this can develop into a bad habit that will be difficult to break. Do not reproduce the expressions of those people who use such words, since there may be a person who will understand these words as your own.

These basic rules of business ethics serve as the most important prerequisite for the formation of an atmosphere of cooperation that creates a reliable barrier against destructive conflicts.

Of course, real life is complex and contradictory. It is well known that in addition to civilized, humane business, there is also a criminal business that uses completely different methods and professes different moral values. The main methods here are deception and fraud, threats and blackmail, contract killings and terror. For this reason, everyone who enters the harsh world of business makes a choice between the values of civilized and criminal, shadow business.

And everyone sooner or later becomes convinced that only a civilized, humane business based on positive moral and ethical values should be truly effective and successful.

The considered psychological requirements, organizational and managerial principles, as well as positive moral standards make any organization reliable and stable. All these norms serve as a long-term basis for the prevention and constructive resolution of conflicts. In countries with developed market economies, these requirements and norms are often included in the texts of contracts between companies.

Among such norms specifically aimed at preventing conflicts, the most common are the following:

When disagreements arise, use forms of non-contact communication, for example, in the form of letters or email, since in conditions of emotional tension, direct contact is fraught with the possibility of aggravating relations.
Entrusting negotiations on controversial issues only to persons occupying a high position in the company and having all the necessary powers.
Involvement, if necessary, at the early stages of a conflict situation of specialists - conflictologists, in order to avoid possible further deterioration of the situation and large material and moral losses.
During negotiations, use every chance, even the smallest, to achieve reconciliation.
If negotiations fail, clearly define the further procedure for resolving the dispute in pre-trial or judicial proceedings.

These and similar norms and rules have an educational effect on people and clearly define the expected, optimal behavior approved by the organization and society. At the same time, the norms and rules also indicate the conditions that allow the use of certain sanctions against violators, up to and including the use of coercion and force.

Business and professional ethics

Survey results indicate that interest in ethical issues is growing throughout the world. In countries with developed market relations, it is common that the issue of business ethics and social responsibility worries the entrepreneur as much as production efficiency.

All over the world, thanks to economic and social changes, the moral and ethical standards of society, the right to human dignity, working conditions, the state of the environment, the abundance of spiritual goods, personal freedom, social connection between people, justice, and minimizing conflicts within society are becoming increasingly important. , active participation of all citizens in public life, the right of every citizen to participate in decision-making, etc.

To realize these values, a high level of development of productive forces and culture is required. At the same time, without restoring the moral foundations of society, it is impossible to create a platform for restructuring the economy.

During the period when the transition from a totalitarian system to the formation of democratic institutions and a market economy is taking place, the question of the relationship between economics and ethics, moral and economic values is becoming increasingly important.

Ethics is a system of norms of moral behavior of people, their responsibilities in relation to each other and society as a whole.

Morality is a form of social consciousness, a social institution that performs the function of regulating human behavior.

There are corporate, entrepreneurial and other types of ethics. Corporate ethics studies the ethical standards of behavior of a company in relations with the state, customers, suppliers, and workers. Many Western companies have their own codes of ethics. At the same time, they proceed from the fact that high ethical standards ensure stable profits.

The public plays an important role in shaping business ethics and identifying and eliminating unethical business practices. Ethics issues are discussed in the press, on television, in consumer societies, various associations, etc.

Business ethics develops a code of conduct, shows the dignity of the entrepreneur's intentions, and defines his inherent characteristics.

The leading place among them is occupied by those that determine the nature of the entrepreneur and entrepreneurship. The first trait is entrepreneurship, which is understood as the ability to achieve a goal through one’s own initiative, ingenuity, practical acumen, willingness to take certain risks, accept and implement original ideas. The second is the socially innovative nature of the entrepreneur’s activity, his special role in the market transformation of the economy. The last feature that determines the nature of an entrepreneur is the human factor, a person whose efforts in a market economy are aimed at making a profit, combined with ethical and psychological readiness for responsible, honest, civilized entrepreneurship. This means that in any business activity the interests and needs of the state and the entire society should be taken into account.

The above traits form the ethics of an entrepreneur and are in close interaction.

It is the combination of the clearly understood nature of entrepreneurship, the determination of its usefulness for economic development and social progress with the observance of certain norms of behavior by the entrepreneur that gives grounds to identify the components of entrepreneurial activity.

Professional ethics reflects the characteristics of moral consciousness, behavior and relationships of people, determined by the specifics of professional activity.

Professional ethics defines the ethical principles and standards of behavior of people within a certain type of work activity. Therefore, pedagogical, medical, military, managerial and other ethics are distinguished.

The decisive conditions for success are hard work, professional skill, and talent. In activating the listed qualities, the moral approach and level of moral consciousness are increasingly important. Important in professional ethics is an objective and friendly attitude towards people, their professional thoughts, and career aspirations. The real manifestation of professional integrity is unity of word and deed.

The most common ways to form ethical behavior in business structures may be the following:

Development of ethical standards;
- Creation of ethics groups or committees;
- Conducting social surveys and audits;
- Training in ethical behavior.

So, the basis of a company’s code of ethics is to comply with the rules of conduct accepted for society as a whole.

Ethics of business conduct

Work collectives arise for the purpose of jointly achieving certain goals. Therefore, business communication comes to the fore in them. Business communication is a process of relationship and interaction in which there is an exchange of activities, information and experience that involve achieving a certain result, solving a specific problem or realizing a certain goal.

Business communication can be divided into:

Direct (direct contact);
- indirect (when there is a spatio-temporal distance between partners).

Direct business communication has greater effectiveness, the power of emotional impact and suggestion than indirect communication; social and psychological mechanisms directly operate in it.

In general, business communication differs from ordinary (informal) communication in that in its process goals and specific tasks are set that require solutions. In business communication, we cannot stop interacting with a partner (at least without losses for both parties). In ordinary friendly communication, specific tasks are most often not set, specific goals are not pursued. Such communication can be stopped (at the discretion of the participants) at any time.

A general requirement is a friendly and helpful attitude towards all work colleagues and partners, regardless of personal likes and dislikes.

The ability to behave appropriately with people is one of the most important, if not the most important, factor determining the chances of achieving success in business, employment or entrepreneurial activity. Dale Carnegie noted back in the 30s that the success of a person in his financial affairs, even in the technical field or engineering, depends by fifteen percent on his professional knowledge and eighty-five percent on his ability to communicate with people.

In this context, the attempts of many researchers to formulate and substantiate the basic principles of business communication ethics or, as they are more often called in the West, the commandments of personal public relation (can be very roughly translated as “business etiquette”) are easily understandable.

There are six basic principles of ethics in business communication:

1. Punctuality (do everything on time). Only the behavior of a person who does everything on time is normative. Being late interferes with work and is a sign that the person cannot be relied upon. The principle of doing everything on time applies to all work assignments. Experts who study the organization and distribution of working time recommend adding an extra 25 percent to the time that, in your opinion, is required to complete the assigned work.
2. Confidentiality (don't talk too much). Secrets of an institution, corporation, or specific transaction must be kept as carefully as secrets of a personal nature. There is also no need to retell to anyone what you heard from a colleague, manager or subordinate about their work activities or personal life.
3. Courtesy, goodwill and friendliness. In any situation, it is necessary to behave with clients, clients, customers and co-workers politely, affably and kindly. This, however, does not mean the need to be friends with everyone with whom you have to communicate on duty.
4. Consideration for others (think about others, not just yourself). Attention to others should extend to colleagues, superiors and subordinates. Respect the opinions of others, try to understand why they have a particular point of view. Always listen to criticism and advice from colleagues, superiors and subordinates. When someone questions the quality of your work, show that you value other people's thoughts and experiences. Self-confidence should not interfere with being modest.
5. Appearance (dress appropriately). The main approach is to fit into your work environment, and within this environment - into the contingent of workers at your level. You need to look your best, that is, dress with taste, choosing colors that suit your face. Carefully selected accessories are of great importance.
6. Literacy (speak and write in good language). Internal documents or letters sent outside the institution must be written in good language, and all proper names must be conveyed without errors. You cannot use swear words. Even if you just quote another person’s words, others will perceive them as part of your own vocabulary.

There are known “written” and “unwritten” norms of behavior in a given situation of official contact. The accepted procedure and form of behavior in the service is called business etiquette. Its main function is the formation of rules that promote mutual understanding between people. The second most important function is the function of convenience, i.e. expediency and practicality.

Business etiquette includes two groups of rules: norms that apply in the sphere of communication between equal status, members of the same team (horizontal); instructions that determine the nature of contact between the manager and the subordinate (vertical).

The relationship between the boss and subordinates largely determines the atmosphere in the team. There are several rules that a manager must follow if he wants a friendly atmosphere to reign in the team, helping him to cope with the assigned task better and faster.

Corporate business ethics

The first shoots in the field of business ethics in modern Russia began to emerge in the 90s. A number of professional ethical codes have been adopted, among which we should mention: the Banker's Code of Honor, the Rules for the Conscientious Activity of Members of the Professional Association of Stock Market Participants, the Code of Honor for Members of the Russian Guild of Realtors, the Code of Professional Ethics for Members of the Russian Society of Appraisers. The financial and economic crisis became a definite milestone in the evolution of modern Russian business. It was after the notorious financial default that many public organizations of Russian entrepreneurs (at the federal and regional levels) began to develop and adopt moral codes. This code was adopted by the Russian Union of Entrepreneurs and Industrialists (RSPP), one of the most influential business structures. A month later, the congress of the Union of Russian Beer and Non-Alcoholic Products Manufacturers adopted a code of honor for brewers. Moral codes already exist in both large Russian corporations and smaller enterprises.

At the level of individual enterprises, the practice of adopting corporate codes is becoming increasingly widespread. Corporate codes can vary in form of presentation and headings. It depends on the specifics of specific industries, regions, enterprises, management preferences, etc.

The code of corporate ethics can perform three main functions: reputational; managerial; development of corporate culture.

The reputational function is to increase confidence in the company on the part of potential investors (shareholders, banks, investment companies) and business partners (customers, suppliers, contractors, etc.). The presence of a company code of business ethics is already becoming a kind of sign of its success and a necessary condition for a high business reputation. As a result of the adoption and implementation of a code of business ethics in the company’s activities, its investment attractiveness increases, and the company’s image reaches a qualitatively higher level.

However, the managerial function of a code of business ethics should not be underestimated. It consists of regulating and streamlining corporate behavior in complex and ambiguous situations from the point of view of compliance with the principles of ethics, honesty and integrity.

The management function is provided by:

Formation of ethical aspects of corporate culture between stakeholders within the corporation (shareholders, directors, managers and employees). The Code of Business Ethics, by introducing corporate values within the company, crystallizes the corporate identity of the company and, as a result, improves the quality of strategic and operational management in it.
- Regulation of priorities in relations with external stakeholders (suppliers, contractors, consumers, creditors, etc.).
- Determining the order and procedure for developing and making decisions in complex ethical situations.
- Listing and specifying forms of behavior that are unacceptable from an ethical standpoint. The Code of Corporate Ethics is a significant factor in the development of corporate culture. The code can transmit the company's values to all employees, guide employees towards common corporate goals and thereby enhance corporate identity.

The basic limitation to the implementation of ethical standards in an organization is the impossibility of their direct administrative regulation. The area of individual moral attitudes is too sensitive an area for direct intervention through directive levers.

Therefore, as a rule, the code does not provide for legal liability for non-compliance. At the creation stage, it is proposed to adopt the code voluntarily; if desired, and if the appropriate procedure is available, each employee can add his or her wishes to the text and implementation system. For new members of the community, the document is already a given and must be accepted. If a person strives to work in a company, then knowledge and understanding of the principles of life in this company will help, on the one hand, a new employee to adapt faster, and on the other hand, the company to maintain its integrity, a “single face.”

The option of introducing a code as a local regulatory act is also possible. For this purpose, variants of specific violations are more carefully prescribed and a system for their detection and prevention is created. This approach, adopted more in the United States than in Europe, maintains compliance with ethical standards at a preconvective level (due to fear of punishment and due to group pressure). However, focusing on social control over ethical behavior simultaneously reduces internal motivation to comply with norms and rules. In areas where social control is difficult (violations with low risk of detection), the likelihood of violations remains high.

Professionally homogeneous organizations (banks, consulting companies) often use codes that primarily describe professional dilemmas. These codes emerged from the previously described codes of professional societies. Accordingly, the content of such codes primarily regulates the behavior of employees in complex professional ethical situations. In banking, for example, this is access to confidential information about the client and information about the stability of one’s bank. The Code describes the rules for handling such information and prohibits the use of information for personal gain.

First of all, management problems are solved here. Supplementing such a code with chapters on the company’s mission and values contributes to the development of corporate culture. At the same time, the code can have a significant volume and complex specific content and can be addressed to all employees of the company.

In large, heterogeneous corporations, the combination of all three functions becomes difficult. On the one hand, there are a number of policies and situations traditionally enshrined in ethical codes in international practice. These are policies in relation to clients, suppliers, contractors; description of situations associated with possible abuses: bribes, bribery, theft, deception, discrimination. Based on the management function, the code describes standards of exemplary behavior in such situations. Such a code has a significant volume and quite complex content. Addressing it to all groups of employees in conditions of significant differences in the educational level and social status of employees is difficult. At the same time, the development of the company’s corporate culture requires a unified code for all employees - it must set a common understanding of the company’s mission and values for each employee.

In such a situation, two versions of the code are used - declarative and expanded.

The declarative version of the code primarily solves the problem of developing corporate culture. At the same time, in order to provide the code to the international community and solve specific management problems, it is necessary to develop additional documents.

The expanded version of the code regulates in detail the ethical behavior of employees. It sets out specific regulations for employee behavior in certain areas where the risk of violations is high or complex ethical situations may arise. These regulations are described in the form of policies regarding customers, consumers, the state, political activities, conflicts of interest, and labor safety. At the same time, the large volume and complexity of the content of such codes determine their selective addressing.

In most companies, such codes are developed for top and middle management and are not a universal document that unites all employees.

Principles of ethics in business communication

Business ethics is a professional ethics that regulates the system of relations between people in business. Principles are abstract, generalized ideas that enable those who rely on them to correctly form their behavior, their actions, their attitude towards something.

The ethics of business communication should be taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise - between a manager and subordinates, between a subordinate and a manager, between people of the same status. There are specifics between the parties to one or another type of business communication. The task is to formulate principles of business communication that would not only correspond to each type of business communication, but also would not contradict the general moral principles of human behavior. At the same time, they should serve as a reliable tool for coordinating the activities of people involved in business communication.

Principles of business ethics, i.e. professional ethics, give a specific employee in any organization a conceptual ethical platform for decisions, actions, actions, interactions, etc.

The specificity of business communication is due to the fact that it arises on the basis of and regarding a certain type of activity associated with the production of a product or business effect. At the same time, the parties to business communication act in formal (official) statuses, which determine the necessary norms and standards (including ethical) of people’s behavior. Like any type of communication, business communication is historical in nature; it manifests itself at different levels of the social system and in various forms. Its distinctive feature is that it does not have a self-sufficient meaning, is not an end in itself, but serves as a means to achieve some other goals. In market conditions, this is first and foremost.

Taking into account all that has been said, the ethics of business communication can be defined as a set of moral norms, rules and ideas that regulate the behavior and relationships of people in the process of their production activities. It represents a special case of ethics in general and contains its main characteristics.

Principles of business communication ethics:

1. The central position of the so-called gold standard is generally accepted: “Within the limits of one’s official position, one should never allow oneself to treat one’s subordinates, one’s management and colleagues at one’s official level, one’s clients, etc. such actions that I would not want to see towards myself.”
2. Fairness is necessary when providing employees with the resources necessary for their work activities (monetary, raw materials, material, etc.).
3. The third principle requires mandatory correction of an ethical violation, regardless of when and by whom it was committed.
4. According to the fourth principle, called the principle of maximum progress, the official behavior and actions of an employee are recognized as ethical if they contribute to the development of the organization (or its divisions) from a moral point of view.
5. A logical continuation of the fourth principle is the fifth principle - the principle of minimum progress, according to which the actions of an employee or organization as a whole are ethical if they at least do not violate ethical standards.
6. The essence of the sixth principle is as follows: ethical is the tolerant attitude of the organization’s employees towards moral principles, traditions and others that take place in other organizations, regions, countries.
7. The seventh principle recommends a different combination of individual relativism and ethical relativism with the requirements of universal ethics.
8. According to the eighth principle, individual and collective principles are equally recognized as the basis when developing and making decisions in business relations.
9. The ninth principle reminds us that we should not be afraid to have our own opinion when resolving any official issues. However, nonconformism as a personality trait should manifest itself within reasonable limits.
10. Tenth principle - no violence, i.e. “pressure” on subordinates, expressed in various forms, for example, in an orderly, commanding manner of conducting an official conversation.
11. The eleventh principle is consistency of impact, which is expressed in the fact that ethical standards can be introduced into the life of an organization not with a one-time order, but only with the help of continuous efforts on the part of both the manager and ordinary employees.
12. The twelfth principle is when influencing (on a team, on individual employees, on a consumer, etc.) take into account the strength of possible resistance.
13. The thirteenth principle is the advisability of making advances based on trust in the employee’s sense of responsibility, in his competence, in his sense of duty, etc.
14. The fourteenth principle strongly recommends striving for non-conflict.
15. The fifteenth principle is freedom that does not limit the freedom of others.
16. The sixteenth principle can be called the principle of promotion: an employee must not only act ethically himself, but also contribute to the same behavior of his colleagues.
17. The seventeenth principle says: do not criticize your competitor.
18. This refers not only to a competing organization, but also to an “internal competitor” - a team from another department, a colleague in whom one can “see” a competitor.

Features of business ethics

Business ethics is a special manifestation of professional ethics. The concepts “economic ethics”, “entrepreneurial ethics”, “business ethics”, “market ethics”, etc. are often used as identical ones. Therefore, we will use the concepts “business person” and “entrepreneur”, “businessman” as identical. The specificity of business ethics is determined by the need to regulate and organize people’s economic activities, which is associated, firstly, with the performance of specific production functions; secondly, with the technological process; thirdly, with the need to achieve specific labor results. The market is a local social system that must be rationally understood from a moral perspective. The problem of the relationship between economics and morality is an ancient problem. Even Aristotle, when developing his system of ethics in this aspect, advised to engage only in the production of goods. This problem also worried medieval theologians, but they argued that “making money,” hoarding, and wealth were subject to moral condemnation: money is from the devil. Formation of new economic relations in Europe in the 16th century. - capitalism, the era of industrialists - is closely connected with the emergence of Protestantism.

Denying medieval attitudes, Protestantism made possible the formation of business ethics as a result of the moral sanctification of the desire for profit. The desire for profit and for God became not only compatible, but also mutually conditioning. And reward with financial success began to be understood as a sign of God’s favor. The idea that moral people will certainly be successful in business, and that good businessmen will certainly be good ethically, constituted an important dimension of the economic situation that developed under capitalism. Capitalism provided the moral authority to “make money.” Russia, as the successor of Orthodox culture, represents a skeletal structure in this regard. The formation of market relations aimed at achieving financial and social success still does not receive moral support from the majority of the population. For this majority, only one result of the reforms is obvious - a deep stratification of society into the poor and the rich.

There are several reasons for discontent, but the most significant are two, social and ideological in nature:

1) lack of the habit of working: obtaining means of living at the expense of one’s personal abilities;
2) a new wave of Christianization of Rus': Orthodox doctrine preaches non-covetousness, unpretentiousness, contentment with little. Money is still seen as the antithesis of morality. But at this stage, this ideology is often used not as a belief, but as an excuse for one’s failure in the new economic conditions. The Western model of economic relations is currently based on the assertion that good ethics means good business, that is, adherence to certain moral standards reduces the degree of business risk. The motto of European business is the saying: “private property must be fair.” Honesty and justice are the most common moral principles of civilized business relations. However, in each society in a specific era, these principles take on their own specific shape. In our conditions at the present stage, the task of formulating the norms of civilized entrepreneurship is relevant.

Business man ethics

Ethics in a broad sense is understood as a system of universal and specific moral requirements and norms of behavior implemented in the process of social life. Accordingly, the ethics of business relations distinguishes one of the spheres of public life. Based on universal human norms and rules of behavior, ethical standards of official relations have some distinctive features.

Ethics in business relations has recently received increasing attention. This is expressed in an increase in the volume of training programs in the system of university and postgraduate training in relevant disciplines (for example, “ethics and business etiquette”, “business ethics”, “ethics and etiquette of business relations”, etc.). Courses for studying the fundamentals of general ethics of behavior are also being introduced into some school programs and into the system of secondary specialized education, and over time, the coverage of educational institutions with such courses increases.

Employers are paying increasing attention to issues of ethics in corporate and personal relationships when selecting and hiring personnel, as well as in the process of employees directly performing their professional roles.

It is necessary to emphasize that the concept of “professional role” includes not only the ability to perform job duties, but also the skills of relationships with the external environment (colleagues, management, subordinates, clients, partners, etc.) in the process of implementing those fixed for a specific position professional tasks or functions. Compliance with ethical business relations is one of the main criteria for assessing the professionalism of both an individual employee and the organization as a whole.

Compliance by employees of any organization with the norms and rules of ethical business relations becomes its “calling card” and in many cases determines whether an external partner or client will want to deal with this organization in the future and how effectively their relationship will be built.

The use of norms and rules of ethical business relations is perceived favorably by others in any case, even if a person does not have sufficiently developed skills in applying the rules of ethics. The effect of perception is enhanced many times over if ethical behavior becomes natural and unpretentious. This happens when the rules of ethics are not only an internal psychological need of a person, but also worked out in the process of systematic training. Moreover, this training involves the use of both special training practical exercises within the framework of a particular educational program, and any situation that arises in the process of professional activity, to develop skills in the ethics of relationships. For example, having studied the rules for conducting a business conversation or telephone conversations, you can use any conversation as training.

It should be noted that this approach should be extended not only to the sphere of work relationships, but also to everyday life situations, to relationships with friends, relatives, and casual interlocutors.

So, ethics includes a system of universal and specific (for example, for any professional activity) 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, conversely, almost all rules of interpersonal relationships are reflected in work ethics.

It can hardly be considered correct for a situation where the same person behaves fundamentally differently in a business and home environment. You must be correct in relationships, attentive and polite with people always and everywhere. The above does not exclude, for example, a certain firmness and organizational skills in relationships with loved ones, as well as a sensitive attitude to the personal problems of work colleagues.

There is hardly any doubt that the attitude of others towards a specific person (and vice versa) in the process of professional activity is a continuation of the relationships that develop in public life as a whole. We naturally transfer the desired manifestations of the attitude of others towards ourselves in everyday life into the sphere of business relations. Accordingly, people around us expect us to know the rules of behavior and the ability to put them into practice.

The relationship between ethics in a broad sense and business ethics can be traced based on the logical sequence of individual problems of people’s perception of each other. A favorable basis for acquaintance and for further relationships is largely laid in the first moments of the meeting.

A significant role in this is played by a person’s appearance and its suitability to the situation. An important role in this case is given to such details as the ethics of greeting, shaking hands and introducing a person to a person. These initial nuances of relationships are important in both everyday and business life.

To establish pleasant and useful business relationships, you must be able to interest a person with your clear and at the same time figurative statements, attention to the essence of the issue. These problems are solved by practicing rhetoric skills that are important in everyday life and especially in a professional setting.

These skills should be embodied in special rules for preparing and conducting a conversation, since we are faced with the need to use them everywhere. Achieving the necessary” desired result of a conversation, and in a respectful manner, is an important condition in both domestic and business settings.

A private conversation option is a telephone conversation. General rules of ethics (such as, for example, politeness, attentiveness to the interlocutor, the ability to direct a conversation, etc.) are supplemented in this case by some special ones, determined by the specifics of the telephone conversation. Using these rules will allow you to form a positive opinion about your interlocutor, regardless of what kind of conversation took place - personal or business.

During any conversation, the need arises to express critical comments or judgments towards our interlocutors, since we are not always satisfied with the actions and statements of our environment. General and corporate ethics of critical comments addressed to someone contain similar rules, which, in turn, are based on the main norms of ethical relationships.

So, almost all areas of business ethics have rules that correspond to standards of conduct in a broad sense. In addition, without exception, all areas of business ethics are based on fundamental ethical standards. These include respect for the self-esteem and personal status of another person, understanding the interests and motives of behavior of others, social responsibility for their psychological security, etc.

Let's consider the basic principles of business ethics.

The principles of ethics in business relations are a generalized expression of moral requirements developed in the moral consciousness of society, which indicate the norms of behavior of participants in business relations.

The work of the American sociologist D. Hosmer formulated modern ethical principles of business behavior, based on the axioms of world philosophical thought, which have passed centuries of testing by theory and practice.

There are ten such principles and, accordingly, axioms:

1. Never do anything that is not in your long-term interests or the interests of your company (the principle is based on the teachings of ancient Greek philosophers (particularly Democritus) about personal interests combined with the interests of other people, and the difference between long-term and short-term interests).
2. Never do anything that cannot be said to be truly honest, open and true, which could be proudly announced throughout the country in the press and on television (the principle is based on the views of Aristotle and Plato on personal virtues - honesty, openness, moderation, etc.).
3. Never do something that is not good, that does not contribute to the formation of a sense of comradeship, since we all work for one common goal (the principle is based on the commandments of world religions (St. Augustine), calling for kindness and compassion).
4. Never do anything that violates the Law, because the law represents the basic moral norms of society (the principle is based on the teachings of T. Hobbes and J. Locke about the role of the state as an arbiter in competition between people for the good).
5. Never do anything that does not lead to good and not harm to the society in which you live (the principle is based on the ethics of utilitarianism (the practical benefits of moral behavior), developed by I. Bentham and J. S. Mill).
6. Never do anything that you would not recommend doing to others who find themselves in a similar situation (the principle is based on the categorical imperative of I. Kant, which declares the famous rule about a universal, general norm).
7. Never do anything that infringes on the established rights of others (the principle is based on the views of J.-J. Rousseau and T. Jefferson on individual rights).
8. Always act in a manner that maximizes profits within the limits of the law, market requirements and full consideration of costs. For the maximum profit, subject to these conditions, indicates the greatest production efficiency (the principle is based on the economic theory of A. Smith and the teachings of V. Pareto on the optimal transaction).
9. Never do anything that could harm the weakest in society (the principle is based on the rule of distributive justice by C. Rhodes).
10. Never do anything that would interfere with another person’s right to self-development and self-realization (the principle is based on A. Nozick’s theory of expanding the degree of individual freedom necessary for the development of society).

These principles are present to varying degrees and recognized as valid in various business cultures. The ideal, albeit very distant goal of the global business community is becoming a type of relationship based on the triumph of moral and ethical principles.