BUSINESS ETHICS: Rules, Norms and Basic Principles

• This type of work is not a scientific work, it is not a finished final qualifying work!
• This type of work is a finished result of processing, structuring and formatting collected information intended for use as a source of material for independent preparation of educational work.

If you have a hard time understanding this topic, write to me on WhatsApp, we’ll look into your topic, agree on a deadline, and I’ll help you!

If you want to learn how to correctly carry out and write abstracts on any subject, then on the page “what is an abstract and how to do it” I wrote in detail.

Introduction

Business communication is an important part of a person’s life, expressed in the form of relationships with other people. Ethics of business communication is a set of moral norms, rules and views that regulate the behavior and attitudes of people in the process of their production activities. A characteristic feature of business communication is that it is not an end in itself, but serves as a means to achieve any other goals, most often to obtain maximum profit.

Business relationships are a complex, multifaceted process of developing contacts between people in the service sector. Its participants act in official capacities and are focused on achieving goals and specific tasks. A feature of this process is regulation, that is, submission to established restrictions that are determined by national and cultural traditions and the principles of professional ethics. Communication between people is a prerequisite in the process of business relations; I will consider the ethics of business relations using the example of communication and relationships, because with competent communication, the ability to win over the interlocutor also depends on the final result.

Business communication today penetrates into all spheres of public life. Enterprises of all forms of ownership and individuals enter into commercial and business relationships. Competence in the field of business communication is directly related to success or failure in any business: science, art, production, trade. As for managers, entrepreneurs, production organizers, people involved in the field of management, communicative competence for representatives of these professions is the most important part of their professional image.

By nature and content, relationships can be formal (business) or informal. Business relationships are a process of interconnection and interaction in which actions, information and experience are exchanged, involving the achievement of a certain result, the solution of a specific problem or the implementation of a specific goal.

In general, business communication differs from ordinary (informal) communication in that in its process a goal 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). Business communication can be divided into direct and indirect. Direct business communication has greater efficiency, the power of emotional impact and suggestion than indirect ones; social and psychological mechanisms operate directly in it.

Concept, structure and functions of business communication

Business communication concept

Ethics is the science of morality and ethics. The term "ethics" was first used by Aristotle (384-322 BC) to refer to practical philosophy that should answer the question of what we should do to perform right moral actions.

Morality is the moral system of ethical values ​​that a person holds. Morality is the most important way of normative regulation of social relations, communication and behavior of people in various spheres of public life - family, everyday life, politics, science, work, etc. Communication is the process of interaction of social subjects: social groups. , communities or individuals in which information, experiences, abilities and performance results are exchanged. Communication is the way of existence of society and people. It is in the process of communication that the socialization of the individual and his self-realization occur.

The specificity of business communication is due to the fact that it arises on the basis of and in relation to a certain type of activity related to the production of a product or business effect. At the same time, the parties to business communication act in formal (official) statuses, which determine the necessary norms and standards (including ethical) of people’s behavior.

Business communication is a necessary part of human life, the most important type of relationship between people. Eternal and one of the main regulators of these relations are ethical norms that express our ideas about good and evil, justice and injustice, the correctness or incorrectness of people’s actions.

***

Ethical standards of business communication and conduct should describe the overall framework and rules that the organization expects its employees to adhere to. These standards are developed to improve business communication at various levels and in various areas of the organization. The purpose of their creation is to establish a normal atmosphere and determine ethical recommendations when making decisions. Each enterprise, if it values ​​its reputation, will strive to establish standards of ethical business communication, which is an important component of business.

Article provided by the website "Elitarium: Center for Distance Education"

Structure and functions of communication

Communicative - involves the exchange of information between communicating people;

Interactive - consists of organizing interaction between communicating individuals (exchange of actions);

Perceptual - means the process of perception and knowledge of each other by communication partners and the establishment of mutual understanding on this basis.

The communicative side of communication (or communication in the narrow sense of the word) consists of the exchange of information between communicating individuals. The interactive side is the organization of interaction between communicating individuals (exchange of actions). The perceptual side of communication means the process of perception and cognition of each other by communication partners and the establishment of mutual understanding on this basis. The use of these terms is conditional, sometimes others are used in a similar sense: in communication, three functions are distinguished - informational and communicative, regulatory and communicative, affective and communicative.

For transmission, any information must be appropriately encoded, i.e. this is only possible using sign systems. The simplest division of communication into verbal and non-verbal using different sign systems. Verbal uses human speech as such. Speech is the most universal means of communication, since the meaning of the message is least lost when transmitting information through speech. We can identify the psychological components of verbal communication - “speaking” and “listening”. The “speaker” first has a certain plan for the message, then he embodies it in a system of signs. For "listening", the meaning of the received message is revealed simultaneously with decoding.

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

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

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

All three aspects of communication are closely interrelated, organically complement each other and constitute the communication process as a whole.

Business ethics, definition, subject, objectives principles

Business ethics, definition, subject, objectives principles

Business ethics is a science that establishes some laws, principles, rules, and the main phenomena of communication.

Business ethics is, first of all, the ethics of negotiating with partners; ethics of record keeping; use of ethical competition techniques. Business etiquette is certain norms regulating the style of work, the manner of communication between companies, the appearance of businessmen, the sequence and manner of negotiations, and so on. Ethics is one of the oldest disciplines, the object of study of which is morality.

Thus, morality, or morality, is the subject of the study of ethics, just as law is the subject of legal science, and language is the subject of linguistics.

Sometimes ethics is defined as the science of morality, or rather, ethics is defined precisely as the doctrine of morality. At the same time, it is important to emphasize that ethics is not just a teaching about morality, but also a moral teaching, because depending on one or another understanding of morality, the very moral state of the subject is formed.

Ethical teaching, as it were, creates, shapes its subject, endows it with certain characteristics. Ethics may believe that morality is given to man from above, by God.

But what is morality as a subject of ethics?

To a first approximation, morality can be defined as a set of rules and norms of behavior that guide people in their lives. These norms express people's attitudes towards each other.

friend, team, society as a whole. At the same time, the most important feature of a moral attitude is the assessment of social phenomena and human behavior from the point of view of good and evil, justice or injustice. With the help of moral assessments, these relationships and behavior of people are, as it were, checked for their compliance with the highest moral values, the morally ideal order.

Business ethics is the scientific discipline that studies the application of ethical principles to business situations. The most developed issues in business ethics are the following: the relationship between corporate and universal ethics; the problem of social responsibility of business; issues of applying general ethical principles to specific decision-making situations; ways to improve the ethical level of an organization; influence of religious and cultural values ​​on

economic behavior and some others.

Functions of business ethics

Since business ethics is formed on the basis of the characteristic duties and tasks of the profession, on the basis of the situations in which people may find themselves in the process of performing these tasks, the first and main social function of business ethics is to promote the successful solution of the tasks of the profession.

Secondly, business ethics plays the role of a mediator, combining the interests of society and professional groups of the population. The interests of society appear in business ethics in the form of obligations, demands, obligations to fulfill public tasks, and achieve public ideals.

Thirdly, business ethics is involved in coordinating the interests of society and the individual within a given social group - this is also one of its social functions. Further, various types of business ethics have their own traditions, more or less long-standing, which indicates the continuity of the basic ethical standards developed by representatives of a particular profession over the course of decades.

Business ethics, thus, communicates and inherits progressive moral values ​​and moral relations in the labor sphere of society - this is also one of the most important social functions of professional ethics.

Principles of Business Ethics

1. Honesty and integrity in business relationships. Deception cannot serve as the basis of a normal economic process. Any deception in business can only bring temporary reward; dishonesty when concluding a deal turns against the unscrupulous ones themselves, since they stop doing business with them. Reputation is expensive not only in monetary terms, but also in social and psychological dimensions.

2. Freedom. Respect for freedom should be considered the highest virtue. It is known that competent employees are usually free and independent in solving problems and are proud of their activities.

3. Tolerance for the weaknesses and shortcomings of partners, clients, and subordinates. Tolerance creates mutual trust, understanding and frankness, and also helps to “extinguish” conflicts.

situations at their very beginning.

4. Tactfulness is, first of all, an orientation towards humanity and nobility, attentiveness and courtesy.

5. Delicacy – a sensitive, subtle attitude towards colleagues, subordinates, partners, and their feelings. Delicacy is a special form of manifestation characteristic of cultured business people.

correctness and sincerity in communication.

6. Fairness – an objective assessment of the personal and business qualities of partners, clients, subordinates, recognition of their individuality, openness to criticism, self-criticism. Injustice towards subordinates and colleagues with better abilities leads to loss of respect and transformation

the leader's power from actual to nominal.

Theoretically, the prerequisites for the development of business ethics

· The moral and mental properties of people, characterizing them as subjects of communication, are already noted in the sayings of another whale thinker Confucius and other Greek philosophers Socrates and Plato and Aristotle.

· Confucius: a sense of duty towards other people, respect for them, compliance with the norms and rules of behavior established in society

· Socrates: moral norms and moral consciousness of people as the main factor in their communication with each other

· Plato: communication between people should be built on the basis of virtues: justice, piety, observance of moral standards, motives for people’s behavior

· Spinoza: the role of human individuality, which characterizes primarily the inner world of a person, manifested in one or another of his psychological states

Features of business ethics

The content of the concept of “business ethics” comes down to a certain form of behavior, the basis of which is respect for the interests of both one’s company and its partners, clients and society as a whole, and not causing harm to them. A similar rule applies to competitors.

The basis of modern business ethics is the social contract and social responsibility of the company. At the same time, a social contract is an informal agreement between a company and its external environment on common standards of behavior. A mandatory component of business ethics is the company’s social responsibility, which is understood as maximizing the use of its advantages and minimizing the negativity that affects both business participants and society as a whole.

The rules and norms of ethics adopted in the organization act as a regulator of relations, which will either contribute to the organization’s successful activities in achieving its goals, or will create obstacles and lead to the collapse of the organization. If the administration does not regulate ethical relations, then the regulatory process may develop spontaneously.

The system for regulating the behavior of employees in the workforce is quite complex. The employer, having hired employees, must take into account the entire system of regulators operating in the organization. The most important of them are the following: orders of the employer, labor legislation, moral standards, traditions, beliefs of employees, religious values ​​shared by employees, universal values, group values ​​and much more.

The employer provides the employee with opportunities to perform certain actions, encourages, motivates him, and if necessary, forces him to refrain from certain actions, types of behavior, evaluates the behavior, tries to correct it using various methods.

Each manager uses a certain regulatory mechanism - a set of means and methods by which he directs and coordinates the behavior of employees. An important role in the mechanism of behavior regulation belongs to normative regulation, which consists of a number of elements representing a certain process. First, the goals that need to be achieved are determined, then a regulatory legal act is created in order to achieve the goals. Next, they create the conditions for implementing the standards, including monitoring their compliance. It is very important to choose effective measures that do not overly burden the employee or hamper his initiative.

Ethical standards occupy a special position in the system of social rules. On the one hand, they do not provide for such a strict system of social control as, for example, the judicial system for legislatively approved norms. On the other hand, ethical standards can significantly limit a person’s personal freedom, more or less strictly regulating his thoughts, feelings, and actions. The “engine” of this system of internal self-control is such motives as self-affirmation, self-identification, superstition, social approval, and so on.

The effectiveness of introducing ethical standards into policy is extremely low. In order for them to become individual life rules, they must be deeply inscribed in the everyday practice of a person’s relationship with the outside world. The voluntary adoption of these standards is based on current human needs.

Sigmund Freud

Psychoanalytic developmental theory is based on two premises. The first, the genetic premise, emphasizes that early childhood experiences play a critical role in the formation of adult personality. Freud was convinced that the basic foundation of a person's personality is laid at a very early age: before the age of five.

The second premise is that a person is born with a certain amount of sexual energy (libido), which then goes through several stages in its development, rooted in the instinctive processes of the body. Since Freud emphasized biological factors, all stages are closely related to erogenous zones, those. sensitive areas of the body that function as loci of expression of libidinal impulses. In general, Freud should be considered to adhere to the position of constitutionalism. In matters of understanding behavior, Freud, on the contrary, emphasized the importance of the influence of the environment on the characteristics of human development at an early age. He noted the absolute influence of parents in early childhood on subsequent personality development. Nevertheless, the connecting significance of environmental factors is still secondary in comparison with the primacy of biologically determined instincts.

Carl Gustav Jung

Unlike Freud, who emphasized the early years of life as a decisive stage in the formation of personality, Jung viewed personality development as a dynamic process, as evolution throughout life. He said almost nothing about socialization in childhood and did not share Freud's views that only past events (especially psychosexual conflicts) determine human behavior. From Jung's point of view, a person constantly acquires new skills, achieves new goals and realizes himself more and more fully. He attached great importance to such an individual's life goal as “gaining selfhood,” which is the result of the tendency of various components of personality towards integration, harmony and integrity.

Business communication concept

Business communication is a complex, multifaceted process of developing contacts between people in the professional sphere. Its participants act in official capacities and are focused on achieving goals and specific tasks. A specific feature of this process is regulation, i.e. subordination to established restrictions that are determined by national and cultural traditions and professional ethical principles.

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.

Modern domestic official etiquette has international characteristics, because its foundations were actually laid in 1720 by the “General Regulations” of Peter I, in which foreign ideas were borrowed.

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 a manager and a subordinate (vertical).

The regulation of business interaction is also expressed in attention to speech. It is mandatory to observe speech etiquette - norms of linguistic behavior developed by society, standard ready-made “formulas” that allow you to organize etiquette situations of greeting, request, gratitude, etc. (for example, “hello”, “be kind”, “permit me to apologize”, “ happy to meet you." These sustainable designs are selected taking into account social, age, and psychological characteristics.

In order for communication as an interaction to occur without problems, it must consist of the following stages: - Establishing contact (acquaintance). It involves understanding another person, introducing oneself to another person; - Orientation in a communication situation, understanding what is happening, pausing; - Discussion of a problem of interest;

- Solving the problem. - Ending the contact (exiting it).

Official contacts should be built on a partnership basis, based on mutual requests and needs, and on the interests of the business. Undoubtedly, such cooperation increases labor and creative activity and is an important factor in the technological process of production and business.

2. Types of business communication business communication etiquette dialogue According to the method of information exchange, oral and written business communication are distinguished. Oral types of business communication , in turn, are divided into monologue and dialogic. Monologue types include: - Welcome speech; - Sales speech (advertising); - Informational speech;

- Report (at a meeting, meeting). Dialogical types: - Business conversation - short-term contact, mainly on one topic. - Business conversation - a long exchange of information, points of view, often accompanied by decision-making. - Negotiations - discussion with the aim of concluding an agreement on what - or a question.

- Interview - a conversation with a journalist, intended for print, radio, television. - Discussion; - Meeting (meeting); - Press conference.

- Contact business conversation - direct, “live” dialogue. - Telephone conversation (distant), excluding non-verbal communication.

In direct contact and face-to-face conversation, oral and nonverbal communications are of greatest importance.

Conversation or sending messages by telephone are the most common forms of communication; they are distinguished by direct contact and a wide variety of communication methods, which makes it possible to easily combine the business (formal) and personal (informal) parts of any message.

Written types of business communication are numerous official documents: business letter, protocol, report, certificate, report and explanatory note, act, statement, agreement, charter, regulation, instruction, decision, order, instruction, order, power of attorney, etc.

In terms of content, communication can be divided into: - Material - exchange of objects and products of activity; - Cognitive - exchange of knowledge; - Motivational - exchange of motives, goals, interests, motives, needs; - Activity - exchange of actions, operations, skills.

By means of communication, it is possible to divide into the following four types: - Direct - carried out with the help of natural organs given to a living being: arms, head, torso, vocal cords, etc.; - Indirect - associated with the use of special means and tools; - Direct - involves personal contacts and direct perception of each other by communicating people in the very act of communication; - Indirect - carried out through intermediaries, who can be other people.

General provisions of business communication ethics

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. Jen Yager, in her book Business Etiquette: How to Survive and Thrive in the World of Business, outlines the following six basic principles:

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 shouldn't stop you from being humble.

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.

Perceptual stage of communication

Perception (Bruner): -perception, -understanding

At the 1st stage of communication, a number of factors appear: 1) stereotypes are an imprint of sensations, consolidation in memory, a stable idea of ​​a particular subject/phenomenon. 2) superiority. Of all the elements that create a feeling, status position is distinguished. 3) attractiveness. The factor underlies the formation of the image. 4) attitude towards us - creating something that is positively accepted by another person. psychologists have proven a pattern: the closer someone else’s opinion is to one’s own, the higher the assessment of what is expressed. The mechanism of understanding empathy is based on understanding.

The perceptual side of communication includes the process of perceiving and understanding another person, forming his image. The impression that arises when perceiving a person plays an important role in communication. Based on a person’s perception of a person, an idea is formed not only of the external appearance, but also of the intentions, thoughts, abilities, emotions, and attitudes of the communication partner. Now let’s try to determine what properties of a person will contribute to the understanding and perception of other people. In my opinion, one of the most necessary qualities for this is the ability to listen to your interlocutor. Because if a person cannot listen to his partner, he will never be able to understand him. For successful communication, a person must also have the following qualities: patience, good manners, respect for the communication partner, the ability not to completely trust the first impression, the ability to identify oneself with the interlocutor, empathize, etc. I also believe that in order to understand other people, a person must realize that everyone has their own opinion, their own point of view, which may not completely coincide with the statements of the individual. If a person cannot accept that others have statements that do not coincide with his opinions, then he begins to sharply criticize people, tries to prove and impose his point of view, which creates a big barrier in communication between people, since the person who shared his thoughts and did not receive any understanding, but only criticism, there is a feeling of reluctance to communicate with this individual. In my opinion, for a person’s perception and understanding of a person, the ability to read non-verbal signals is very important, since this allows you to see the inner world of a person, his reaction to current events, people, since these manifestations are not controlled by a person. Properties that create a barrier in perceptual communication include inability to listen, arrogance and arrogance, impatience and nervousness, hot temper, hypocrisy, excessive self-confidence, intrusiveness, etc. The perceptual side is expressed in the perception of one communication partner of another partner. In Russian literature (for example, in the studies of A. A. Bodaliev), the expression “cognition of another person” is used as a synonym for “perception of another person.” This broader understanding of the term is due to research into special features of the perception of social objects, which include the perception of not only the physical characteristics of the object, but also “behavioral” characteristics, that is, the formation of ideas about its intentions, thoughts, abilities, emotions, attitudes.

Verbal means

Verbal means of communication include human speech. There are four types of speech activity: transmitting information - speaking (35% of working time) and writing (9% of working time); perception of information - listening (40% of working time) and reading (16% of working time). As can be seen from the percentage, most of the speech activity should be listening. The ability to listen to a partner is a very important ability in business communication. According to experts, only 10% of business people have this skill. In addition to personal ones (due to individual psychological make-up), there are objective difficulties of effective listening that must be overcome. Such objective difficulties include: High speed of mental activity (according to specialist research, we think four times faster than we speak; due to this, the brain is distracted from the speaker’s speech in free time); Disabling attention (presence of irritating, distracting factors); Selectivity of attention (according to the laws of psychology, the center of our attention can only be one object - facial expressions, gestures, posture, intonation, words); The need for a remark (conducting a parallel internal conversation with a partner, formulating an answer, the interlocutor is distracted from his speech). Managing these mental processes allows you to perceive more information, the exchange of which is carried out in the process of communication.

In business rhetoric, the following principles of speech influence are used: accessibility, associativity, sensory, expressiveness, intensity.

Availability

involves weighing the content of speech, taking into account the educational level of listeners, their social status and work experience.

Associativity

means invoking empathy and co-reflection, which is achieved by appealing to the rational and irrational memory of listeners. This is done using tools such as music, videos, poetry, etc.

Sensory

involves the use of color, sound, drawings, diagrams, etc. The more diverse their use, the more effective the process of mastering information.

Expressiveness

implies emotional intensity of speech, expressiveness of facial expressions and gestures. All this enhances the process of speech perception.

intensity

characterized by the pace of information delivery. It is necessary to take into account the temperament of people and their preparedness to perceive a particular type of information.

Forms of verbal communication • monologue, • dialogue, • polylogue.

Monologue - (from ancient Greek μόνος - one and λόγος - speech) - the speech of a character, mainly in a dramatic work, excluded from the conversational communication of the characters and not implying an immediate response, unlike dialogue; speech addressed to listeners or to oneself.

Dialogue (Greek Διάλογος - original meaning - conversation, conversation between two people) in the everyday sense

- a literary or theatrical form of oral or written exchange in conversation between two or more people;
- in philosophical and scientific senses
- a specific form and organization of communication. Traditionally contrasted with monologue.

Polylogue (Greek, lit. 'speech of many')

— a conversation between many participants. In this case, it is assumed that the role of the speaker passes from one person to another, otherwise the conversation turns into a monologue. It is synonymous with the word dialogue, since it is a mistake to believe that the term “dialogue” presupposes the presence of exactly two participants (the Greek prefix dia- 'through' in the word dialogue and the Greek di- 'two' are only superficially similar). In this regard, any number of participants can participate in a dialogue, as in a polylogue.

Nonverbal means

However, non-verbal

means of communication are also heterogeneous. Among them there are purely

reflexive, poorly controlled ways of transmitting information about

emotional state of a person: gaze, facial expressions, gestures, movements,

pose. Most often they are called non-verbal means.

communications. At first glance it may seem that nonverbal

means are not as important as verbal ones. But this is far from true. According to

psychological research, more than 65% of information is transmitted from

using non-verbal means of communication. Between verbal and

nonverbal means of communication there is a kind of separation

functions: pure information is transmitted through the verbal channel, and through

non-verbal – attitude towards a communication partner.

The main non-verbal means of communication include: kinesics

means – visually perceived movements of another person,

manifested in facial expressions, posture, gesture, gaze, gait; prosodic

means – rhythmic and intonation aspects of speech: pitch, volume

voice tone, voice timbre, stress force; extralinguistic

means are pauses included in speech, as well as crying, coughing, laughing, inhaling

and so on.; tactical means – dynamic touches in the form

shaking hands, patting, kissing; proxemic are

spatial organization of communication: orientation of partners at the moment

communication and the distance between them.

Takeshika

How do verbal languages ​​differ from each other depending on

depends on the type of culture, so the non-verbal language of one nation depends

differs from the non-verbal language of another nation. It should be noted

It should be noted that the most common gesture is touching

phenomenon, or tactile contact, the patterns of which are determined by

Takeshika teaches. Touch, or tactile contact, is

is the first and most important thing in a person’s life.

With touch, the mother shows not only physical well-being;

rays, but also expresses his love and tenderness to the child. Child,

deprived of this in childhood, lags behind peers in intelligence

al development and acquires emotional defects, which

Some are almost impossible to compensate for in adulthood.

Cultural norms significantly regulate tactile

contacts. Touch remains a sign, primarily expressive.

having feelings for a communication partner. Rough, painful contacts

you are accompanied by aggression and coercion. Soft, not painful

contacts signal trust and sympathy for a partner.

Most cultures impose many restrictions

to touch. In every society there are ideas

ideas about how, when, who and who can be touched. If collected

list of touches, then we will see that in different cultural

layers they are implemented differently.

For example, a hit is an act of aggression, but a playful slap is

a pat on the back, even a very sensitive one, from old friends

Lei is perceived as a sign of friendship. In time-

In different cultures, the permissible quantity also varies significantly.

number of touches. Thus, in England, interlocutors very rarely

touch each other. In Cambridge, students accept

then shake hands twice a year - at the beginning and at

end of the school year. In Latin American countries, on the contrary,

the frequency of touches is very high

Proxemics

Space and time also act as special

sign system and carry a semantic load.

For example, placing partners facing each other can

contributes to the emergence of contact, symbolizes attention to

to the speaker. The advantage of some

ry spatial forms of communication organization (both for two

partners, and for a large audience).

This is due to the following: there are a large number

information that animals, birds and fish establish

They protect their habitat and protect it. But it was only recently

It was discovered that humans also have their own protective zones and territories.

torii. If we study them and understand their meaning, then not only

we destroy our understanding of our own behavior and behavior

other people, but we will also be able to predict the reaction of another person

person in the process of direct communication.

American scientist E. Hall was one of the first in the field

the importance of studying human spatial needs and in 1969.

published the book “Silent Language”. He also coined the term “proc-

semika" (from the English proximity - closeness). This is the distance that

people observe when communicating, and this is a biological law -

ness.

Kinesics are visually perceived movements of another person that perform an expressive-regulatory function in communication. These are facial expressions, posture, poses, gait, gaze, etc. Facial expressions - the movement of facial muscles, reflecting the internal emotional state of a person, can provide true information about what a person is experiencing. The main characteristic of facial expressions is its integrity and dynamism. This means that in the facial expression of the six basic emotional states (anger, joy, fear, suffering, surprise, disgust), all movements of the facial muscles are coordinated. Posture is the position of the human body, typical for a given culture, an elementary spatial unit of human behavior. Gait is a style of movement of a person, by which one can quite easily recognize his emotional state. A gesture is a movement of the hands that has a meaning typical for a given culture. Extralinguistic factors (knowledge about the world, opinions, attitudes, goals of the speaker) influence the selection of speech means, the likelihood of using certain lexemes, grammatical forms and constructions in a particular communication situation Takeshika Takeshi means of communication are various types of touching: handshakes, kisses, touching, hugging, stroking, pushing, etc. Proxemics Proxemic means of communication are methods of location in space relative to the interlocutor.

Interactive forms of communication

The interactive side is expressed in the interaction of partners when organizing and performing joint activities. If the communicative process is born on the basis of some joint activity, then the exchange of knowledge and ideas about this activity inevitably presupposes that the achieved mutual understanding is realized in new joint attempts to further develop the activity and organize it. The participation of many people in this activity at the same time means that everyone must make their own special contribution to it, which allows interaction to be interpreted as the organization of joint activities. During it, it is important for participants not only to exchange information, but also to plan joint activities. Research has established such types of interaction as community, competition and conflict.

The interactive side of communication is the interaction (and influence) of people with each other in the process of interpersonal relationships. Action is one of the main components of communication. The interactive side of communication is manifested not only through the exchange of information, but also through the efforts of people to organize joint actions, allowing partners to organize any joint activity. The properties that a person must have for successful interactive communication include: would include organizational skills, punctuality, discipline, self-organization, the ability to inspire and manipulate people (within reasonable limits), communication and cognition, independence, reliability, etc. Personal qualities that create interference for interactive communication include properties opposite to those listed, as well as isolation , lack of initiative, irresponsibility, inexperience in a specific area, etc. The interactive function is a characteristic of those components of communication that are associated with the interaction of people, with the direct organization of their joint activities. There are two types of interactions - cooperation and competition.

Cooperative interaction means Coordination of forces of participants. Cooperation is a necessary element of joint activity and is generated by its very nature. One of the most striking forms of competition is conflict.[6]

Communication barriers

In the process of communication, a person can play each of three roles: being a transmitter, receiving and transmitting means of communication.

General ethical principles and nature of business communication

Concept of business communication principles

The ethics of business communication must be taken into account in its various manifestations: in the relationship between an 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. The parties to one or another type of business communication have their own characteristics. The task is to formulate principles of business communication that would not only correspond to any 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.

Thus, the basis of the ethics of business communication should be coordination, and, if possible, coordination of interests. Naturally, if this is carried out by ethical means and in the name of morally justified goals. Therefore, business communication must be constantly tested by ethical reflections that justify the motives for joining it. At the same time, making ethical choices and individual decisions can often be challenging. Market relations provide freedom of choice, but at the same time increase the number of decision options and give rise to a set of moral dilemmas that await business people at every stage of their activities and communication.

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

Nonverbal culture in business communication

It happens that words, as such, in business negotiations do not correspond to the true attitude of the authors to the topic. Also, experienced partners may suspect the interlocutor’s insincerity, which affects decision-making. Non-verbal communication, that is, body language and gestures, allows us to eliminate this possibility and identify hidden motives. For example, by facial expressions you can determine the internal state of the interlocutor, his possible thoughts and messages. In this regard, the culture of business communication in an organization may also include non-verbal means of communication, which make it possible to establish trusting contact with a partner.

The ability to understand body language also allows you to anticipate the possible reaction of your interlocutor even before he verbally expresses his attitude to the received information. Accordingly, even in the process of conveying it, in parallel with the wordless language, it is possible to adjust positions in a certain direction.

It is generally accepted that nonverbal communication is accessible to every person, regardless of his cultural level and education. In reality this is not the case. Different people have different stock of gestures, and the higher the communication culture of a business person, the richer the opportunities for wordless communication. In negotiations, nonverbal language will allow you to express a skeptical attitude towards a proposal, emphasize dominant aspects, hide dissatisfaction with criticism, and much more, which will have no less a strong effect on the interlocutor than direct expression in words.

Business ethics from top to bottom

In business communication “from top to bottom”, i.e. The golden rule of ethics in relation to a manager towards a subordinate can be formulated as follows: “Treat a subordinate the way you would like to be treated by a manager.” The art and success of business communication are largely determined by the ethical standards and principles that the leader uses in relation to his subordinates. Norms and principles refer to what behavior in a service is ethically acceptable and what is not. These norms relate, first of all, to how and on the basis of what orders the management process is given, what the official discipline that determines business communication is expressed. Without ethical business communication between a manager and a subordinate, most people feel uncomfortable and morally insecure in a team. The attitude of a manager towards his subordinates influences the entire nature of business communication and largely determines its moral and psychological climate.

If there are problems and difficulties associated with injustice, the leader must find out the reasons for this. If we are talking about ignorance, then one should not endlessly reproach a subordinate with his weaknesses and shortcomings. Think about what you can do to help him overcome them. Play to his personality strengths.

If an employee does not follow your order, you need to make it clear that you know about it, otherwise he may think that he tricked you. Moreover, if the manager has not made an appropriate remark to the subordinate, then he is simply not fulfilling his duties and is acting unethically. A comment to an employee must comply with ethical standards. Collect all information on the case. Choose the right form of communication. First, ask the employee to explain the reason for not completing the task; perhaps he will provide facts unknown to you. Make one-on-one comments—you must respect the person's dignity and feelings. Never advise subordinates how to handle personal matters. If the advice helps, you probably won't be thanked. If this does not help, you will be held responsible. Don't get overgrown with pets. Treat employees as equal members and hold themselves to the same standard.

Never give the opportunity to notice that you are out of control if you want to maintain their respect. Follow the principle of fair distribution - the more merit, the greater the reward. Encourage your team, even if success is largely due to the success of the leader himself. Develop self-esteem in your subordinates. A job well done deserves not only material, but also moral encouragement. Take the time to praise the employee again. Trust your employees and admit your own mistakes at work. One way or another, members of the team will find out about them. But hiding mistakes is a sign of weakness and dishonesty.

Specifics of business etiquette

Each profession and job has its own unique set of rules and requirements for communication between colleagues and with clients. Thus, for kindergarten teachers, one of the fundamental points is the ability to establish contact with children’s parents. Many government organizations (schools, clinics, libraries, etc.) often develop a special code of professional ethics.

Editor's choice: Work for mothers on maternity leave, or how to make money if you have no one to count on?

Such a code lists all the main points relating to communication between colleagues, teachers, students, patients, administration, and also puts forward requirements for the appearance, personal characteristics of the employee, and his moral character. Failure to comply with these standards indicates that the employee is not suitable for the position held.

A set of such rules may vary depending on the place of work. The requirements for the behavior and communication of a nurse in the clinic and in the intensive care unit differ. In the latter case, severe demands are placed on the employee’s personality, because she works with people in extremely difficult health conditions, and a disrespectful, callous attitude towards the patient can cost him his life.

Ethics in business communication from the bottom up

Knowing how to treat and deal with your manager is just as important as what moral expectations you should make of your subordinates. Without this, it is difficult to find a “common language” with both the boss and subordinates. Using certain ethical standards, you can attract a leader to your side, make him your ally, or you can turn him against you, make him your ill-wisher. Here are some important ethics and principles you can use when communicating with your manager. Try to help the leader create a friendly atmosphere in the team and strengthen fair relationships. Remember, your boss needs this first. Don't try to impose your point of view or command the leader. Make your suggestions or comments tactfully and politely. You cannot order anything from him directly. Do not ask for help, advice, suggestions, etc. "Over the head", directly to your leader's leader, except in emergency cases. Otherwise, your behavior may be perceived as disrespecting or ignoring your boss's opinion or as questioning his competence. In any case, your immediate supervisor in this case loses authority and dignity.

Formation of cultural communication skills

The problems of forming and developing business communication skills, which provide for a sufficient level of culture and etiquette, are associated with the organization of processes for mastering knowledge in this area. In addition, the professional tasks of employees are becoming more complicated, which necessitates non-standard approaches to the style of negotiations, speeches, etc. For the most part, organizations are not able to ensure the building of correct business relationships and successful teamwork. In turn, employees sometimes only have a basic understanding of speech etiquette.

Behavioral experience, which is acquired through special methods, is also of great importance. In modern companies, the formation of a culture of business communication occurs in the process of developing practical skills among team members. To achieve this, managers are working in the following areas:

• Organization of business communication games.
• Conducting training sessions that include democratic behavior.
• Trainings on conflict management with modeling of not only professional patterns of behavior, but also interpersonal ones.
• Individual, subgroup and collective development of practical skills that will allow you to work harmoniously in a team.

The use of training tools makes it possible to establish the process of forming a culture through practical training of behavioral skills in different situations. At the same time, not only a culture of business communication is developed on the professional side, but also personal development and self-knowledge occurs. From the point of view of benefits for the organization, this means higher employee dedication, focus on results and interest in the success of the company.

Ethics of business communication “horizontally”

The general ethical principle of communication “horizontally”, that is, between colleagues (leaders or ordinary members of the group). If you don’t know how to behave in a given situation, put yourself in your colleague’s shoes. When it comes to fellow managers, keep in mind that finding the right tone and acceptable standards of business communication with colleagues from other departments is not easy. Especially when it comes to communication and relationships within one enterprise. In this case, they often become rivals in the struggle for success and promotion. At the same time, these are people who are part of the CEO’s team with you. In this case, participants in business communication should feel equal to each other. Do not ask yourself for any special treatment or special privileges from another.

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

If your responsibilities overlap with your colleagues, this is a very dangerous situation. If your manager doesn't differentiate your duties and responsibilities from others, try doing it yourself.

In relationships between colleagues from other departments, you should take responsibility for your department, and not blame your subordinates.

If you are asked to temporarily transfer an employee to another department, do not send unscrupulous and unqualified people there - because there you and your department as a whole will be judged. Remember, it may happen that you are treated in the same immoral way.

Don't prejudice your colleagues. As much as possible, avoid prejudice and gossip when dealing with them.

Call your interlocutors by name and try to do this more often. Smile, be friendly, and use a variety of techniques and tools to show that you are kind to the other person. Remember - what you sow, you reap.

Don't make promises you can't keep. Don't exaggerate your value and business opportunity. If they do not come true, you will not be comfortable, even if there were objective reasons for this.

Don't get into a person's soul. At work, it is not customary to ask personal questions, let alone about problems. Don't try to seem better, smarter, more interesting than you really are. Sooner or later he will still swim out and fall into place. Send impulses of your sympathies - with a word, a look, a gesture, let the participant in the conversation understand that you are interested in him. Smile, look straight into the eyes.

View your colleague as a respected person in his own right, rather than as a means to your own ends.

What it is?

Business communication, like any other, needs regulation.
Business communication etiquette is a set of public and unspoken rules for those who have to work together every weekday. Without regulated norms, business communication turns into a chaotic exchange of information. Each person perceives the world around him, his colleagues, managers and subordinates in his own way.

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

Posture, gestures, facial expressions of the speaker

Posture, gestures, facial expressions - belonging to an individual style. These elements of the kinetic communication system affect the visual channel of perception, focus attention on the content of information coming through the auditory channel, increase emotionality and thereby contribute to better assimilation of expressed thoughts. According to psychologists, 25% of speech is perceived visually.

The speaker must achieve a sense of stability, balance, lightness, mobility and naturalness on the podium in front of the public. The sight of a person standing motionless for a long time tires the audience. During a long speech, an experienced speaker changes his position. A step forward at the right moment enhances the significance of a particular place in speech and helps to focus attention on it. By stepping back, the speaker allows the audience to “rest” and then moves on to another speaking position. During the performance, you must not walk or step aside. The skill of the speaker is manifested in enhancing the impact with gestures and facial expressions. Excessive virtuosity does not decorate the speaker and causes irony and hostility. It is necessary to distinguish meaningless mechanical gestures from meaningful gestures that contribute to the success of speech (shaking the head, straightening hair, dressing, turning a pen, etc.). It is argued that the best and most perfect gesture is the one that the listeners do not notice, that is, it organically merges with the content of the speech.

Negative and positive gestures:

• The head, as if “pressed” to the shoulders, expresses a feeling of threat and, as a result, defensive behavior: helplessness, fear, nervousness.
• Hands at the sides demonstrate firmness, confidence, stability and superiority of the speaker over others.
• Hands resting on the back of the chair, podium, table shows the desire for any support due to uncertainty.
• Staticity or immobility of the body expresses uncertainty, constraint, isolation, and avoidance of contacts.

Negative gestures during speaking may also include: hands in pockets or crossed over chest, hands clenched into fists, hand over mouth, looking away, passing hand behind chair before sitting down.

You can also highlight gestures that, on the contrary, demonstrate your goodwill towards the public: shrugging your shoulders, turning your hands towards the public with your palms up, unbuttoning your jacket, reducing the distance between you and your interlocutor. These gestures will help you win over your audience and allow them to relax internally.

When speaking, you cannot ignore eye contact with the audience. It plays an important role in establishing non-verbal communication and is a “bridge” of mutual understanding. Before you speak, take another look at each audience to listen to you. And during your speech, select several people from the audience to whom you seem to “address” your thoughts.

The main indicator of the speaker's feelings is his facial expression. The speaker's facial expressions stimulate the audience's emotions and are capable of conveying a range of experiences: joy and sadness, doubt, irony, determination... The facial expression must correspond to the nature of the speech. A good speaker, as A.F. noted. Kony, “the face speaks with a tongue.” The person and the entire appearance of the speaker should convey a friendly and even benevolent attitude. The public does not like those who are angry or indifferent.

Analysis is necessary after a public speaking performance. First of all, to find, highlight and take into account further shortcomings.