Moral standards of human behavior. Moral and ethical standards

Basic ethical standards and principles of communication

Human communication is based on certain ethical principles, norms and rules. Without their observance, communication will slide down to satisfying one’s own needs, which will lead to the destruction of relationships between people.

The purpose of all ethical norms and rules of conduct is to unite and unite all members of society.

... the most important rule for communicating with strong people: you cannot publicly doubt their infallibility. Jennifer Egan. Citadel

Every person has a need to communicate with others. Some are more sociable, others less so, but for the main two forms of human interaction - friendship and love - communication is necessary. Any human actions always have some kind of framework, boundaries and rules. What norms and rules govern our communication and determine the culture of speech?

Foundation for building a harmonious society

Moral norms and principles ensure the achievement of harmony and integrity when people enter into relationships with each other. In addition, there is greater scope for creating a favorable environment in your own soul. If good has a creative role, then evil has a destructive role. Malicious intentions harm interpersonal relationships; they are engaged in the decomposition of the individual’s inner world.

A person’s moral standards are also important because their goal is the integrity of kindness in a person and the limitation of its negative manifestations. You need to realize the fact that the soul needs to maintain a good internal climate, set yourself the task of becoming well-behaved.

Moral standards emphasize the duty of each person to renounce sinful behavior both towards himself and those around him. We must make a commitment to society, which, however, will not complicate our lives, but, on the contrary, will improve it. The extent to which a person respects moral and ethical standards is controlled by the outside world. Adjustments are underway with the help of public opinion. Conscience manifests from within, which also compels us to act in the right way. By succumbing to it, each person realizes his duty.

Ethical principles of communication

There is a so-called golden rule of communication, the essence of which is that you should treat others the way you would like to be treated by others. This rule can be extended to any situation. Thus, the following basic ethical principles of communication are considered:

• altruism (readiness to sacrifice something for the sake of another), virtue (establishing relationships with others from the standpoint of good and good), exactingness (making demands on oneself and others to fulfill a moral duty, responsibility), justice, parity (equality between people), etc. .d.
  Thanks to goodwill, sincerity and openness, trust arises between people, without which communication is impossible. Communication also reveals the following moral qualities of a person: honesty, truthfulness, kindness, respectful attitude towards others, caring for others, politeness, etc.

  Also, ethical principles of communication affect the content of the speech itself. It must be logical, understandable to both parties, polite, meaningful, truthful and expedient. Everyone decides for themselves whether brevity is the sister of talent. To some, short speech seems unnatural (this depends only on the person’s personal characteristics).

Free decision-making

Moral standards do not bring with them material punishments. The person decides for himself whether to follow them or not. After all, awareness of debt is also an individual matter. To stay on the right path with an open mind, you need to ensure that there are no overwhelming factors.

People must realize that they are doing the right thing not because of the possible punishment, but because of the reward that will result in harmony and prosperity for all.

It's about having personal choice. If society has already developed some legal and moral norms, it is often these that dictate such a decision. It is not easy to accept it alone, because things and phenomena have exactly the value that we give them. Not everyone is ready to sacrifice personal interests for the sake of what is considered right in a general sense.

Problem

Ethics stipulates the rules of behavior that correspond to morality, and etiquette stipulates only external manifestations and forms of behavior in a given situation. This leads to the main problem of communication ethics, when a person acting according to etiquette does not comply with ethical standards.

In this case, he can be considered a liar and a hypocrite, since his words do not correspond to internal attitudes.

In the same way, a person who demonstrates highly moral behavior without observing the basic rules of etiquette .

Therefore, the concepts of communication ethics and etiquette should not be considered separately. While observing the rules of etiquette, you should always remember the morality of your actions, and when performing highly moral actions, you must not forget about etiquette.

Protect yourself and others

Sometimes selfishness reigns in the soul of a person, which then devours it. The funny thing about this unpleasant phenomenon is that a person expects too much from others and, not receiving it, considers himself useless and worthless. That is, the road from narcissism to self-flagellation and suffering on this basis is not so far.

But everything is very easy - learn to give joy to others, and they will begin to share the benefits with you. By developing moral and ethical standards, society can protect itself from traps into which it itself will fall.

Different groups of people may have different sets of unspoken rules. Sometimes an individual may find himself caught between two positions from which to choose. For example, a young man received a request for help from both his mother and his wife. In order to please everyone, he will have to break up, in the end someone will say in any case that he acted inhumanely and that the word “morality” is apparently unknown to him.

So moral standards are a very subtle matter that you need to understand thoroughly so as not to get confused. Having some behavioral patterns, it is easier to build your own actions on their basis. After all, you need to be responsible for your actions.

What is the new ethics

You may have noticed that over the past few years, communication norms between people have begun to change. There is more and more talk about sexism, racial discrimination, harassment, uncomfortable jokes on social networks and in real life. When this topic is discussed, the term “new ethics” is often mentioned.

When exactly this concept appeared and who introduced it is unknown. It originated on the Internet and does not have a clear definition, but we can say that it is a new culture of interaction with the world. The concept of “new ethics” is very broad and includes several aspects.

Fight against discrimination

That is, racism, sexism, ageism, homophobia, ableism and so on. This includes, for example, the prohibition of discriminatory speech. For this, you can be fired in some companies, and in social networks you can be banned from Hateful conduct policy.

There are also sanctions for refusing to hire a person based on his age, gender or nationality. For example, the Labor Code of Russia since 2013 prohibits the Labor Code of the Russian Federation Article 3. Prohibition of discrimination in the sphere of labor from specifying in vacancies requirements for gender, race, skin color, nationality, language, origin, property, family, social status.

Why are these standards needed?

Moral standards of behavior have the following functions:

• assessment of one or another parameter in comparison with ideas about good and evil;
• regulation of behavior in society, the establishment of one or another principle, laws, rules by which people will act;
• maintaining control over how standards are met. This process is based on public condemnation, or its basis is the conscience of the individual;
• integration, the purpose of which is to maintain the unity of people and the integrity of the intangible space in the human soul;
• education, during which virtues and the ability to correctly and reasonably make personal choices should be formed.

The definition that morality receives and its functions suggests that ethics is strikingly different from other areas of scientific knowledge that are aimed at the real world. In the context of this branch of knowledge, it is said that what must be created, sculpted from the “clay” of human souls. In many scientific discussions, much of the attention is paid to the description of facts. Ethics prescribes norms and evaluates actions.

Let's start with the simplest

You can imagine that we all live in a huge dormitory, where the rooms are our personal space, and everything else is common areas. In order for life not to turn into a nightmare, going beyond the confines of our rooms, we all must follow certain, both public and unspoken rules - the social norms of society.

Social norms can be divided into:

1. Ethical
2. Legal
3. Religious
4. Political
5. Aesthetic

With the development of all mankind, almost every one of these norms has changed. The changes practically did not affect only ethical standards, as an unshakable foundation in human relations.

What are the specifics of moral standards?

There are certain differences between them against the background of such phenomena as custom or legal norm. There are often cases when morality does not contradict the law, but, on the contrary, supports and strengthens it.

Theft is not only punishable, but also condemned by society. Sometimes paying a fine is not even as difficult as losing the trust of others forever. There are also cases when law and morality part ways along their common path. For example, a person can commit the same theft if the lives of loved ones are at stake, then the individual believes that the end justifies the means.

Etiquette as a set of rules

The rules of etiquette also dictate the boundaries of our behavior. Remember, just recently we talked to you about templates. Etiquette is nothing more than that very necessary template that regulates our communication with each other.

If you accidentally step on someone's foot, you apologize, a polite man will open the door for a woman, and when we receive change at the store, we all say "Thank you." The way we follow the norms of behavior, including etiquette, can characterize us as a cultured or uncultured person.

Morality and religion: what do they have in common?

When the institution of religion was strong, it also played an important role in the formation of moral principles. Then they were presented under the guise of a higher will sent down to earth. Those who did not fulfill God's command committed sin and were not only condemned, but were also considered doomed to eternal torment in hell.

Religion presents morality in the form of commandments and parables. All believers must fulfill them if they claim purity of soul and life in heaven after death. As a rule, the commandments are similar in different religious concepts. Murder, theft, and lies are condemned. Adulterers are considered sinners.

Ethics as a normative discipline.

Ethics is a normative discipline. In other words, it is prescriptive because it looks at how we should live rather than describes how we live. Descriptive ethics looks at how people think and live their lives, but these are questions for researchers in anthropology, sociology, and psychology. Normative ethics is prescriptive.

• “Eskimos believe that infanticide is morally acceptable” is a descriptive statement.
• “Infanticide is morally wrong” is a normative statement.

We can claim that Eskimos believe infanticide is acceptable, but claim (ethically) that they should not believe it.

What role does morality play in the life of society and the individual?

People evaluate their actions and the actions of others from a moral point of view. This applies to economics, politics and, of course, the clergy. They select moral implications to justify certain decisions made in each of these areas.

It is necessary to adhere to the norms and rules of behavior, to serve the common good of people. There is an objective need for collective conduct of social life. Since people need each other, it is moral norms that ensure their harmonious coexistence. After all, a person cannot exist alone, and his desire to create an honest, kind and truthful world both around himself and in his own soul is quite understandable.

Where did the new ethics come from and how does it differ from the old one?

The ideas of new ethics are often perceived as something fresh and innovative. Some people treat them with delight: it’s good that the world has changed and people have begun to treat each other more tactfully. Some, on the contrary, are indignant that these are unknown and imposed rules that are difficult to follow. Don't take a step, you'll offend someone.

But in fact, no one specifically created a new ethics. And many of its rules existed well before. Insulting people, touching them on different parts of the body without permission, or refusing them a job just because of the “wrong” skin color has long been considered, to put it mildly, incorrect. It’s just that the injured party did not have many opportunities to make the incident public, which means that the offender often went unpunished.

Now the situation has changed: thanks to the Internet, those who behaved less than politely realized that their actions could have consequences.

True, there is a point that really makes the new ethics fundamentally new in some aspects. This is the idea of ​​social justice - or rather, the form that it has taken in the modern world. In 1989, American lawyer Kimberly Crenshaw formulated the name and main theses of intersectionality The intersectionality wars - a concept that suggests that in society some people are oppressed more than others because of their gender, race, class, health status, religion, and so on. And since a person suffers from discrimination by birth, society should try to compensate for this and provide him with more opportunities than someone who is less oppressed. This is where the ideas of workplace diversity and gender quotas stem from.

Intersectionality—or “intersectionality theory,” as it is called in Russian—can be difficult for some to understand and accept, and it naturally attracts a lot of criticism.

Topic 3.1. General information about ethical culture

3.1.1 Concept: ethics and morality. Categories of ethics. Moral standards. Moral principles and norms as the basis for effective communication.

Plan:

1. Morals and ethics: basic concepts.

2. Moral principles and norms as the basis for effective communication.

1. Morals and ethics: basic concepts

Morality

(from the Latin moralis - moral; mores - morals) is one of the ways of normative regulation of human behavior, a special form of social consciousness and a type of social relations.

Morality is a system of principles and norms that determine the nature of relations between people in accordance with the accepted concepts of good and evil, fair and unfair, worthy and unworthy in a given society. Compliance with moral requirements is ensured by the power of spiritual influence, public opinion, inner conviction, and the conscience of a person.

The peculiarity of morality is that it regulates the behavior and consciousness of people in all spheres of life (production activities, everyday life, family, interpersonal and other relationships). Morality also extends to intergroup and interstate relations.

Moral principles have universal significance, embrace all people, and consolidate the foundations of the culture of their relationships, created in the long process of historical development of society.

Every act and behavior of a person can have a variety of meanings (legal, political, aesthetic, etc.), but its moral side, moral content is assessed on a single scale. Moral norms are daily reproduced in society by the power of tradition, the power of a generally recognized and supported discipline, and public opinion.

The term “ethics” comes from the ancient Greek word “ethos” - location, common dwelling. In the 4th century BC, Aristotle used the adjective “ethical” class of human virtues – virtues of character as opposed to virtues of reason – dianoetic. Aristotle created a new noun, ethica, to denote the science that studies the virtues.

In the modern sense, ethics

– a philosophical science that studies morality as one of the most important aspects of human life and society. If morality is an objectively existing specific phenomenon of social life, then ethics as a science studies morality, its essence, nature and structure, patterns of emergence and development, place in the system of other social relations, and theoretically substantiates a certain moral system.

Historically, the subject of ethics has changed significantly. It began to take shape as a school for educating a person, teaching him virtue, and was and is considered (by religious ideologists) as a call for a person to fulfill divine covenants. In domestic publications of the modern period, the prevailing definition of ethics is the science of the essence, laws of the emergence and historical development of morality, the functions of morality, and the moral values ​​of social life.

Categories of ethics

– these are the basic concepts of ethical science, reflecting the most essential elements of morality. The most important categories of ethics are: “good”, “evil”, “justice”, “good”, “responsibility”, “duty”, “conscience”, etc.

2. Moral principles and norms as the basis for effective communication

In ethics, moral norms and moral principles closely interact: the norm prescribes what actions to perform, and the principles in a general form reveal the content of morality and give a person a general direction of activity.

Moral standards

- these are social norms that regulate a person’s behavior in society, his attitude towards other people, towards society and towards himself. Their implementation is ensured by the power of public opinion, internal conviction based on the ideas accepted in a given society about good and evil, justice and injustice, virtue and vice, due and condemned. Unlike simple customs and habits, when people act in the same way in similar situations (birthday celebrations, weddings, farewells to the army, various rituals, etc.), moral norms are not simply carried out as a result of the established generally accepted order, but find ideological justification in a person’s ideas about proper or inappropriate behavior both in general and in a specific life situation.

The formulation of moral norms as approved rules of behavior is based on real principles, concepts of good and evil, etc., operating in society.

Principles

- these are abstract, generalized ideas that enable those who rely on them to correctly form their behavior, their actions, their attitude towards something. They have universal significance, embrace all people, and consolidate the foundations of the culture of their relationships.

Thus, moral norms receive their ideological expression in principles about how one should behave.

A generally accepted moral principle is the central tenet of the so-called “ golden rule.”

: “Never allow such actions towards another person that you would not want to see towards yourself.”

In addition, the most important principle that every person should be guided by is the principle of humanism,

which includes mercy for people, a civilization of love, which presupposes love for people, peoples, and culture.

Moral principles should serve as the basis for each person to develop his own personal ethical system. At the same time, making an ethically correct choice and making an individual decision is often not an easy task.

Morality always presupposes the presence of a certain moral ideal, a role model, the content and meaning of which change in historical time and social space, i.e. in different historical eras and among different peoples. However, in morality, what should be should not always coincide with what exists, with the actually existing moral reality, with the actual norms of human behavior. Moreover, throughout the development of moral consciousness, the internal core and structure of its changes is the “contradictory and tense relationship between the concepts of what is and what should be.” In this contradiction between what should and what is

there is also
a contradictory essence of communication motivation
. On the one hand, a person strives to behave in a morally appropriate manner, and on the other hand, he needs to satisfy his needs, the implementation of which is very often associated with a violation of moral norms. This internal conflict between ideal and practical calculation, moral duty and immediate desire always exists in all areas of life.

Therefore, communication must be constantly checked by ethical reflection

, justifying the motives for joining it.

Control questions:

1. What is morality?

2. What is ethics and how does it differ from morality?

3. What are moral standards?

4. What are moral principles and how do they differ from moral standards?

3.1.2.Business etiquette in professional activities. The relationship between business etiquette and ethics in business relations.

Plan:

1. The role and place of business etiquette in professional activities.

2. The relationship between business etiquette and ethics in business relations.

1. The role and place of business etiquette in professional activities

The word “ etiquette”

” - of French origin. It means “label”, “label”, “ceremonial”.

Etiquette

— this is a set of rules of human behavior in society, norms of relationships between people of different legal, social, and intellectual status.

Several types of etiquette have developed:

· military etiquette

(regulating communication between soldiers);

· diplomatic etiquette

(protocol);

· Business Etiquette

(rules of business communication);

· family etiquette

(relationships between family members).

Business Etiquette

is a set of rules that define the culture of relationships between those who are engaged or intend to engage in joint activities.

Business etiquette affects all aspects of business interaction. It includes the rules of communication between colleagues, between managers and subordinates; standards of decency during official meetings; conditions for conducting productive telephone conversations; rules for preparing business documentation.

To the basic requirements of etiquette

, which determine the tactics of everyday actions and actions, include: politeness; gallantry; courtesy; correctness; tolerance; modesty; tact; commitment, accuracy. They are all interconnected, and each of them brings its own accents and nuances to the relationship.

Business etiquette is manifested in the ability to present oneself, tact, goodwill, and the ability to show empathy; in the culture of oral and written speech; in following the rules of telephone conversations and telecommunications; in the ability to effectively manage based on the rules of business management; in mastering the secrets of business negotiations; in self-control and self-esteem in conflict situations.

Main function

or the meaning of etiquette, is defined as the formation of such rules of behavior in society that promote mutual understanding between people in the process of communication.
The second
most important
function of etiquette
is the function of convenience, that is, expediency and practicality.

In the civilized world, business etiquette is considered an economic category. Where etiquette is present, productivity is higher, results are better. The rules of business etiquette ensure the effectiveness of negotiations, help achieve mutual understanding in a common matter, present yourself most favorably at a business meeting, and get out of a critical, conflict situation with dignity. In addition, etiquette, due to its vitality, creates a pleasant psychological climate conducive to business contacts. If all employees observe business etiquette and adhere to high standards of behavior, then a positive atmosphere is created in the team, the microclimate improves, there are fewer conflicts and illnesses due to nervousness, higher labor productivity, higher quality of decisions made, more rational use of working time, etc.

Thus, adherence to business etiquette is the most important element of the professional activity of any person, since it, as an established procedure for behavior in the field of business contacts, helps to avoid mistakes or smooth them out in accessible, generally accepted ways.

2. The relationship between business etiquette and ethics of business relations

One of the main regulators of business communication is ethical norms, which express ideas about good and evil, justice and injustice, the correctness or incorrectness of people’s actions.

Ethical Standards

– these are the values ​​and rules of ethics that employees of an organization must adhere to in their activities.

Business Ethics

- this is a set of norms of behavior and requirements for the nature of communication in the business sphere, the style of work and the appearance of a business person.

Business ethics is based on fundamental principles.

Principles of business ethics

is a generalized expression of moral requirements that indicate the necessary behavior of participants in business relations.

P.N. Shikhirev gives 10 modern ethical principles of business behavior:

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 announced throughout the country.

3. Never do anything that is not good, that does not contribute to the feeling of comradeship, since we are all working towards the same 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 such a way as to maximize profits within the limits of the law, market requirements and full consideration of costs.

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.

The ethics of business relations are based on the rules and norms of behavior developed by more than one generation of people. It is based on fundamental ethical standards, which 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. The ethics of business relations are taken into account in its various manifestations: in the relationship between the enterprise and the social environment; between enterprises; within one enterprise - between the manager and subordinates, between people of the same status. Ethical norms and rules act as a regulator of relationships in a team, which will either contribute to the successful activities of the organization, promoting the development of cooperation and strengthening business relationships, or will create obstacles and lead to the collapse of the organization.

Established rules and norms of business ethics are enshrined in business etiquette

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

Control questions:

1. What is etiquette and business etiquette?

2. What is business etiquette and what are its functions?

3. What are business ethics and ethical standards?

4. What are the 10 modern ethical principles of business conduct?

3.1.3. Etiquette and culture of behavior in business communication. Etiquette observed in letters and telephone conversations. Features of national styles of business communication ethics.

Plan:

1. Etiquette and culture of behavior in business communication.

2. Etiquette observed in letters and telephone conversations.

3. Features of national styles of business communication ethics.

1. Etiquette and culture of behavior in business communication

Etiquette

means an established order of behavior somewhere. This is the most general definition of etiquette.

Culture of behavior

- actions and forms of communication of people based on morality, aesthetic taste and compliance with certain norms and rules.

Modern business etiquette regulates the behavior of people at work, in public places and on the street, as well as at official events - receptions, conversations, ceremonies, negotiations, etc. The rules of business etiquette are based on the following basic principles:

- any person with whom you deal in the professional sphere should be treated with the same courtesy and respect;

— the rules of etiquette are the same for men and women.

If we define the rules of etiquette in a specific form, then they constitute the unity of two sides: first of all, the moral and ethical

, expressing moral standards: courtesy, politeness, naturalness, dignity, tact, etc., and
aesthetic
, indicating the beauty and grace of behavior.

The way to carry oneself, the external form of behavior, treatment of people, as well as the tone, intonation and expressions used in speech - this is manner

. In addition, these are facial expressions, gestures, postures, and gait characteristic of a person. Manners belong to the culture of human behavior and are regulated by etiquette, and the real culture of behavior is a person’s actions based on moral principles.

Today it is customary to talk about a model of behavior, which is a certain complex of signs (behavioral, speech, etc.) aimed at reproducing behavioral options that help an individual become attractive in communication with other people.

The positive qualities of business people, such as competence, integrity and reliability, are highly valued throughout the world, which is the key to successful business relationships and mutual trust.

In order not to get into an absurd situation, a person needs to know the rules of good manners. Below are three basic rules of conduct:

- when advertising yourself, do not defame your rivals, maintain correctness and goodwill;

— the client is always right;

- know how to choose a partner, do not burn bridges of communication with him, be tolerant, tolerant in the negotiation process, knowing the position of a business partner is also a result that opens up opportunities for further cooperation.

In business communication, it is important to comply with the rules of verbal (verbal) etiquette associated with forms and manners of speech, vocabulary, i.e. with all the style of speech accepted in communication of this circle of business people.

In the speech etiquette of business people, addresses and greetings

and
compliments
.

There are historically developed stereotypes of speech communication

. They were previously used by Russian merchants and entrepreneurs, and now they are used by cultured Russian and foreign business people. These words are: “ladies”, “gentlemen”, “sirs” and “madams”. Among other social groups, such appeals are not yet widely adopted, and one can often observe how people experience a feeling of internal discomfort at meetings, because they do not know how to address each other. For example, the word “comrade” seems to belittle their dignity due to a certain attitude towards this word, which has developed under the influence of the media. On the other hand, many have clearly not risen to the level of “gentlemen” because of their wealth. Therefore, very often in transport, in a store, on the street we hear humiliating phrases: “Hey, man, move over,” “Woman, punch a ticket,” etc.

For greetings

Not only verbal means “Hello!”, “Good afternoon” can be used, but also non-verbal gestures: bow, nod, etc.
You can indifferently say: “Hello,” nod your head and walk past. But an address without a name is a formal address: be it a subordinate or a boss, a neighbor on the landing or someone else. Addressing oneself by name, or even better, by name and patronymic, is an appeal to an individual. By pronouncing the name and patronymic, respect for human dignity and a demonstration of spiritual state are emphasized. Therefore, it is better to say, for example: “Hello, Ivan Alexandrovich!”, smile warmly and stop for a few seconds. Such a greeting emphasizes good feelings towards a person, makes it clear that he is valued, and the sound of his own name is a pleasant melody for any person. In addition, when greeting, a handshake
, which expresses the mutual disposition of people towards each other.

Compliments

- pleasant words expressing approval, a positive assessment of activities in the professional field, emphasizing taste in clothing, appearance, balanced actions of a partner, etc. A compliment satisfies a person’s most important psychological need for positive emotions. Everyone benefits from a compliment. But it should be remembered that a compliment should not contain ambiguous phrases or teachings; it should be as brief as possible, built on a factual basis, be sincere and specific.

During business conversations and meetings (or even with one person), it is necessary to conduct the conversation so that no one interferes. All matters, with the exception of urgent, sudden ones, can wait. In a business conversation you need to be able to answer any question

. Even with the simplest questions, asked several times every day: “How are you?”, it is always necessary to remember a sense of proportion. Not answering anything or impolitely muttering “Fine” and walking by is also impolite; and if you also indulge in long discussions about your affairs, you can be considered a bore. In such cases, business etiquette prescribes answering something like the following: “Thank you, it’s fine,” “Thank you, it’s a sin to complain,” etc., asking, in turn, “I hope that everything is fine with you?” Such answers are neutral, they calm everyone down.

In business etiquette, appearance and clothing

. Clothes are a kind of calling card and have a psychological impact on communication partners. The way you wear clothes is very important. The most suitable form of business clothing for men and women was and remains a suit.

Business etiquette requires special behavior when communicating with clients.

. Each type of service provided to clients has its own professional subtleties in behavior. You must always remember that the most important principle determines the relationship with the client: the client is the most expensive and desirable person in your office (store, enterprise). If there are a lot of clients, they usually try to serve ladies and elderly people first. But in any case, when working with them you need to be a good psychologist.

Compliance with the rules of business etiquette speaks about a person’s culture and creates a reputation for him as a delicate, well-mannered and tactful person.

2. Etiquette observed in letters and telephone conversations

Etiquette in letters

Essentially, these are formalities that have turned into customs. For example, letters congratulating a Happy New Year are sent in advance so that they are received on the eve of the New Year or on New Year's Day.

Forms for writing business letters are almost the same for all countries. There is a certain etiquette for writing correspondence:

— the letter received must be answered within a week;

— a letter of gratitude for the hospitality provided is sent approximately a week after departure;

- a letter of congratulations on the occasion of any pleasant event is sent within a week from the date of receipt of the message about this event;

— a letter expressing condolences is sent within ten days from the date of receipt of the message about the sad event. In this case, only mourning envelopes (with black lining on the inside) should be used. Such a letter requires special cordiality and does not tolerate banal expressions;

— congratulations, thanks, condolences and answers to them are always written by hand. And never with a pencil - only with a pen.

The appearance of the letter has a big impact.

Business letters are written exclusively on white paper and only on the front side of the sheet. If the text does not fit on one page, then it continues on the next. You cannot save paper - you must use a new whole sheet, even for one phrase. Word hyphenation should be avoided whenever possible.

A business letter to a foreign partner must be written in the language of the addressee. If it is impossible to do this - there are difficulties with translation into rare languages ​​- it is permissible to compose a letter in English as the most common language in the business world. Sending a letter in Russian (except in cases where the partner speaks it fluently) is highly undesirable, as difficulties with translation and delays in response may arise.

Etiquette does not require beautiful handwriting, but writing illegibly is just as unsightly as muttering under your breath when talking to others. The letter should be brief, clearly express the sender's thoughts and avoid double interpretation. Corrections and erasures are not recommended in the text.

It is considered very unattractive and not polite to put one letter with a dot instead of a signature. In addition, no matter what type of letter it is: business or friendly, you must never forget to put the address and date.

You should never write verbosely to persons of higher or lower position; in the first case, verbosity can show disrespect, and most likely a long letter will simply not be read, and in the second case, a long letter can be considered familiarity.

Some etiquette principles regarding correspondence

:

1. Under no circumstances should you read someone else's mail.

2. When responding to a written request with a refusal, you should not begin the letter with a statement of refusal - you must first state the motivation for your decision and make it clear that under certain circumstances you can return to considering the issue.

3. You should present the essence of the matter mainly in simple, short sentences, try to avoid participial and participial phrases, and endless “and also”, give preference to the direct order of words in a sentence.

4. The essence of the problem should be stated in a calm, even tone. The manifestation of both excessive courtesy and unkindness bordering on rudeness is not allowed. In the process of presentation, one should be moderate in requests, restrained in assessing events, and objective in presenting facts.

5. You should respond to all letters, no matter how interested you are in collaborating with the letter's authors. You may have to work with them in the future, and your unethical behavior will affect the nature of that work.

6. The addressee should not be encouraged to rush when making decisions by inserting into the text of the letter the words “Urgent”, “Immediately”, “As soon as possible”. It is better to indicate when you would like to know about the decision, for example, as follows: “I urge you to inform me of your decision immediately.”

The letter depicts the moral character of the writer, his education and knowledge. The slightest tactlessness in words and carelessness in expressions expose the writer in an unpleasant light.

It is also important not to go to the other extreme: official letters written in dry language cause boredom and a desire to quickly close them and throw them in the trash.

With the advent of the Internet, writing mail letters has faded into the background. After all, prompt transmission of information is much more convenient, and sometimes it is simply a vital necessity.

The rules of business correspondence on the Internet are regulated by “Netiquette” (netiquette). The main rule of “Setiket” is the same as in any other etiquette: you need to behave in a way that can be easily understood, not create problems for others and not interfere with normal dialogue. You should always behave in such a way as not to offend the person with whom you are corresponding over the Internet.

Business conversation on the phone

- this is the fastest business contact and a special skill. The importance of telephone communication can hardly be overestimated, since this is the easiest way to establish contact; telexes, teletypes, faxes only complement it. The ability of business people to conduct telephone communications affects their personal authority and the reputation of the company they represent.

The specifics of telephone communication are determined, first of all, by the factor of distance of communication. The interlocutors (subscribers) do not see each other, therefore, of all the paralinguistic factors in telephone communication, only intonation remains. The main redistribution of the information load occurs between the verbal and intonation levels, therefore the intonation of business telephone communication is as significant as the content of the speech. When communicating on the phone, you can hear the intonation of threat, irritation, indecision, sympathy, participation, interest. Even monosyllabic reactive remarks “uh-huh”, “yes-yes” can be pronounced in different ways. The intonation pattern of the beginning and end of communication is especially significant. The beginning and end of a conversation reinforce the entire spectrum of positive emotions: optimism, confidence in one’s position, goodwill and respect for the interlocutor.

Psychologists say that if there is a speech discrepancy between the content of the speech and the tone of the message, then people will trust the tone more than the content.

All of the above makes the following recommendation obvious: when preparing and especially during the development of a business telephone conversation, watch the intonation and try to remove all unwanted vocal factors (panting, hesitating, snorting, snoring, clicking your tongue, etc.).

Another significant specific point is the time and cost of this type of communication, and their impact on the specifics of its textual organization.

In normal intracity communication, the time limit for a business telephone conversation is usually limited to the duration of:

— informative conversation — 1 min — 1 min 15 s;

- conversation, the purpose of which is to solve the problem - 3 min.

In this case, the following compositional parts are distinguished accordingly:

The cost of a long-distance telephone call is higher, so even the most complex issues in this case are usually resolved within a 1-2 minute conversation. Often the language of long-distance telephone communication resembles telegraph style. Only what is necessary to understand the question and accept information is spoken.

In addition, when you dial the number of any organization, you must be aware that, as the initiator of the telephone conversation, you are encroaching on someone else’s official time. Therefore, if this call is unauthorized, it is necessary to find out whether the subscriber has time to discuss this or that issue. If not, ask to reschedule the conversation for another time. Authorized will be a call to the company's contact phone number or a call whose time is agreed upon in advance.

This time limit determines a fairly high rate of speech during business telephone communication. Therefore, business communication over the phone requires special preparation.

3. Features of national styles of business communication ethics

Business etiquette prescribes strict observance during negotiations of the rules of conduct of the country - a business partner. The rules of communication between people are related to the way of life, national customs and traditions. Whatever traditions or rules of behavior there are, they have to be followed if, of course, there is a desire to succeed. The proverb “You don’t go to someone else’s monastery with your own rules” is true. Often you have to follow the rules even if you don’t like them. The interests of the business are placed above all tastes and preferences. If, for example, Americans, emphasizing their affection, pat their partner on the shoulder in a friendly manner and willingly accept such a gesture from him, patting a Japanese on the shoulder or trying to give a friendly hug to a Chinese or Vietnamese, you can ruin the deal.

There are certain rules of business conduct and communication that will be valid in any host country:

1. You should respect national food traditions, holidays, religion and the leadership of the country in which you are located.

2. It is necessary to refrain from criticism and any comparisons with your country.

3. You should always be punctual, take into account traffic on the roads and crowds of people on the streets.

4. Don't brag about your financial situation.

5. It will be useful to familiarize yourself with the monetary system of the country in which you are located.

6. Titles are very important in any country, so they should be used.

7. Correspondence must be of a purely official nature.

8. When arriving in a country, you should make sure that the back of your business card contains information in the language of that country.

9. You should definitely stand up when the national anthem of the country is played; It is also worth observing and repeating the actions of the owners.

10. You should not wear specific national costumes such as a toga or sari (this may be of a religious nature).

11. It is impossible to demand that everything be like at home: food, service, etc. General advice when accepting unfamiliar food is to eat what is offered and not ask what it is.

12. Names should be remembered. If the name is difficult, you should practice pronouncing it. It must be borne in mind that names can indicate social status and marital status. You should not call people by name unless they themselves ask for it.

13. Politeness is valued in any country, especially in Asian countries.

14. If you do not know the language of the country you are in, you must have an interpreter during negotiations. Knowing a few basic phrases is absolutely necessary. When talking through an interpreter, it is highly desirable to have a person who is fluent in both languages, so that he can control the translation and correct errors.

Control questions:

1. What ethical standards and rules must be followed in a business conversation when addressing, greeting and complimenting?

2. What ethical standards and rules must be observed during business conversations and meetings and in business conversation when answering questions?

3. What ethical standards and rules must be observed in letters and telephone conversations?

4. What ethical standards and rules must be observed when negotiating with foreign partners?

LIST OF RECOMMENDED READINGS

1. Avidon I., Gonchukova O. Trainings for interaction in conflict: materials for preparation and implementation. – M.: Rech, 2010. – 192 p.

2. Aminov I.I. Psychology of business communication. – M.: Omega-L, 2011. – 304 p.

3. Arbuzova E.N., Anisimov A.I., Shatrovoy O.V. Workshop on the psychology of communication. – M.: Rech, 2013. – 272 p.

4. Bern E. Games that people play. People who play games. – M.: Eksmo, 2011. – 576 p.

5. Gretsov A.G. Communication training for teenagers. – St. Petersburg: Peter, 2010. – 160 p.

6. Efimova N.S. Psychology of communication. Workshop on psychology: textbook. – M.: Forum, 2013. – 192 p.

7. Zamedlina E.A. Ethics and psychology of business communication. – M.: RIOR, 2013. – 112 p.

8. Zaretskaya I.I. Fundamentals of ethics and psychology of business communication. – M.: Onyx 21st century, 2010. – 224 p.

9. Ilyin E.P. Psychology of communication and interpersonal relationships. – St. Petersburg: Peter, 2010. – 576 p.

10. Karayani A.G., Tsvetkov V.L. Psychology of communication and negotiations in extreme conditions. – M.: UNITY-DANA, 2011. – 247 p.

11. Koshevaya I.P. Professional ethics and psychology of business communication. Tutorial. – M.: Infra-M, 2013, 304 p.

12. Lavrinenko V.I. Psychology and ethics of business communication. – M.: M.: UNITY-DANA, 2010. – 415 p.

13. Leonov N.I. Psychology of business communication. – M.: MPSI, 2010. – 256 p.

14. Leontyev A. Psychology of communication. – M.: Smysl, 2011. – 368 p.

15. Nemov R.S. Psychology: in 3 volumes. – M.: Vlados, 2010. – Volume 1. – 688 p.

16. Ostrovsky E.V., Chernyshova L.I. Psychology and pedagogy: Textbook / Ed. E.V. Ostrovsky. – M.: University textbook, 2011. – 384 p.

17. Workshop on social psychology / Ed. I.S. Kletsina. – St. Petersburg: Peter, 2012. – 256 p.

18. Rvacheva E. How to become a master of communication? – M.: Eksmo, 2011. – 128 p.

19. Rosetree R. Language of facial expressions and gestures, human aura. – St. Petersburg: Peter, 2011. – 284 p.

20. Rubinshtein S.L. Fundamentals of general psychology. – St. Petersburg: Peter, 2012. – 713 p.

21. Rudenko A.M. Psychology of business communication. – M.: Dashkov and Co., 2013. – 264 p.

22. Social psychology. Workshop. Textbook / Ed. T.V. Folomeeva. – M.: Aspect-Press, 2010. – 474 p.

23. Stishenok I.V. Self confidence training. Development and implementation of new opportunities. – M.: Rech, 2011. – 230 p.

24. Khomich E.O. The language of facial expressions and gestures. – M.: AST Publishing Group, 2012. – 110 p.

25. Shelamova G.M. Business culture and psychology of communication. – M.: Academy, 2013. – 192 p.

Distinctive Marks of Morality

There are various spheres of human spiritual life: science, art, literature, religion. All of them are organized activities. There are institutions that ensure the development of these manifestations of social life. But not morality. Its processes are not ensured by organizations and institutions, and, nevertheless, morality penetrates into all niches of people’s activities.

The difference between moral norms and customs and legal norms:

1. Universality. The custom is of a national, historical, social nature. Public morality (not the moral principles of a social group) is universal for all humanity.
2. Voluntariness. The law implies strict compliance. Moral norms are designed for the free choice of a person, subject to his reason. Compliance with custom is based on habit and fear of social disapproval. Compliance with moral principles is strengthened by a sense of duty and conscience.
3. Inclusiveness. Moral standards apply in all areas of activity: in study, work, science, business, creativity, politics.

Ethics of family relations

In a family, the ethics of relationships, in addition to love and affection, are a fundamental part of a happy marriage. In this case, moral values ​​are based on the following principles:

• mutual respect;
• trust;
• absence of unreasonable criticism;
• refusal to clarify relations with third parties;
• categorical refusal of rude communication and the use of physical force;
• choosing yourself as a worthy example for raising a child;
• equal treatment of all children in the family without singling out or additionally encouraging anyone.

Please note that the ethics of relationships between marriage partners and relatives is important for maintaining a full and happy family, moral and ethical education of the future generation. Due to the fast pace of life, a large number of the population sometimes do not even react to the words or actions of people close to them: spouses, parents, children.

Moral principles

Throughout human history, one moral principle has replaced another. Some were similar, some were different, but their essence remained the same.

A universal cliché on the basis of which all other moral norms are generated:

1. The principle of talion (from the Latin “talis” - “same”). In other words, revenge, where the punishment must be equal to the damage caused. This principle is reflected in the Old Testament (Leviticus 24:20): “an eye for an eye, a tooth for a tooth.”
2. The principle of morality. The “Golden Rule of Morality” is reflected in the religions and philosophies of the West and East. It is found in Buddha, Christ, Confucius, and is the basic principle of world ethics. In general terms it sounds like this: “What you don’t wish for yourself, don’t do to someone else.”
3. The principle of the golden mean. Its description is contained in Aristotle’s book “Nicomachean Ethics”, but this term itself is not there yet. The principle teaches to avoid extremes and observe moderation with everything. Moral virtues are located in the middle between two extremes. For example, courage lies between recklessness and cowardice.
4. The principle of greatest happiness. It is based on the principle of benefit, formulated in the 18th century. Achieving personal happiness should also benefit other people. The criteria of morality are, in this case, benefit, benefit, pleasure.
5. The principle of justice formulated in the 20th century by an American scientist. It talks about providing equal rights and freedoms to citizens. On the equality of people economically and socially.