The concept of business ethics. Basic norms of service ethics for service workers

Service ethics is the broadest concept in the field of professional morality. Service ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and official activities. These rules must be observed by every person who has begun to work. The number of these rules is small. The vast majority of them are formulated in an extremely general form in order to be detailed in relation to specific types of activity.

Business Ethics Requirements:

Discipline. The concretization of this concept occurs depending on the specifics and content of labor. For example, in animal husbandry, the concept of discipline will be defined life cycles the animals they care for.

Saving material resources provided to the employee for the implementation production activities. These resources can be very different. The need to replenish lost resources is a heavy burden on profits and production costs, hence the requirement to minimize losses. This norm includes the conservation of heat, buildings, equipment, materials, etc.

The correctness of interpersonal relationships. A person in the sphere of his labor activity should behave in such a way that interpersonal conflicts arise as little as possible, and that other people feel comfortable working next to him in direct and indirect interpersonal contact.

The requirements of the last group are divided into two subgroups:

1. One of them includes the requirements for interpersonal contacts along the vertical (subordinate - leader). One of the main ones is the requirement for a subordinate - the recognition of the very right and obligation of the head to give orders, which includes functional duties assumed by a person under an employment contract.

The subordinate must, based on these duties, build his behavior accordingly, and not use various forms evasion of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the character of a secret (with the help of facial expressions, gestures, individual words) provoking the leader to open actions against a subordinate. In these situations, the subordinate for the environment can often be presented as the suffering side, and the reaction of the leader to him is inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire a certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some kind of benefits for themselves, etc.

2.3. Management ethics.

Management ethics is the second largest concept after service ethics. This is a set of norms, rules, principles, ideals that determine the behavior of people in the sphere of exercising power, administrative powers, i.e. in the field of management.

All norms of management ethics can be conditionally divided into two groups: norms related to the decision-making process and norms regulating the process of communication with subordinates and other leaders (horizontally and vertically). (See note) 1

The rules governing the decision-making process can conditionally be divided into three subgroups:

Rules governing the process of raising a problem and preparing a solution.

All decisions of the leader should be permeated with responsibility, and perhaps the main thing should be the presence of civic courage to bear responsibility for the decisions made under his leadership. The requirements of management ethics apply to all levels of management, from the lowest to the highest, and vary depending on the level of management. The volume of ethical requirements varies depending on the level of management, at the upper levels it is higher. At the grassroots levels, the requirements do not differ very significantly in various types activities, and on the upper ones - the specificity of the type of activity imposes significant differences on moral requirements. The manager is not always aware of the complexity of the mechanisms that hinder decision making.

At the first stage of preparing managerial decisions, a contradiction often arises between knowledge of the need for specific changes and ignorance of the specific ways, methods and means of these changes, ignorance of the functioning mechanism of the object that needs to be managed. It is necessary to clearly understand the fact that any emerging management problem has at least two, and more often many possible solutions. Solutions differ: in the duration of achieving the desired result;

material costs; the amount of attracted funds and structures;

a feature of satisfying the palette of interests of various people, social groups, organizations, political forces interested in this decision.

The next necessary quality of a leader is the ability to foresee the consequences of decisions and predict the results. The presence of imagination helps in making a decision. A feature of foresight and forecasting is the need to calculate moral implications decisions. There are no decisions that would not have moral consequences, only these consequences can be more or less profound. The peculiarity of moral consequences is that they can change the value from a positive initial result to a negative one later on and vice versa.

Society is becoming more and more fragmented. This also applies to a specific organization, which reflects the processes taking place in society. Due to the presence of a large number of different groups, a fragmentation of interests appears, which changes the very concept of professionalism. The professionalism of a manager (especially in the public service) is increasingly understood as the ability to communicate with representatives of various interest groups in the process of preparing and making a decision, and in the process of this communication, strive to understand the nature of interests, the specifics of their possible consideration in management decisions, the possibility of achieving agreement of interests in various solutions. The more society grows, the more difficult the decision-making process becomes (one must strive to satisfy as many groups of the population as possible, and at the same time, the number of options in decision-making increases).

Rules governing the process of discussion and decision-making.

At the stage of discussion and decision-making, the leader should strive to ensure that, if possible, representatives of all groups, strata of the population, all those whose interests may be affected by the decision taken, take part in the discussion. It is necessary that the fullest possible examination data and statistical data on possible solutions be presented for discussion.

When preparing examinations and reviews of each of the solution options, it is necessary to present well-reasoned positions “for” and “against” each solution option in everything related to material costs, necessary resources, involvement of various structures and the specifics of possible positive and negative consequences.

If during the discussion it becomes obvious that the decision preferred by the leader is less satisfying to the interests of various groups than any other, the leader leading the discussion must have the courage to abandon his opinion in favor of the majority, and not insist on the wrong solution that he chose it's him. In a broad sense, a leader needs such qualities as professionalism, competence, confidence in his competence, will, organizational skills and a general set of leader qualities: self-confidence, the ability to captivate people, the ability to “ignite” interest in a business, etc. But any of these qualities, presented in excess, can turn into its opposite. So the will to achieve the goal turns into the imposition of one's desires, confidence in one's competence - into faith in one's infallibility.

Faith in infallibility, combined with excess will, gives rise to a specific type of leader who feels himself always right and strives under any conditions and, regardless of possible consequences, to insist on his own at all costs.

The opposite type of people among managers receives the characteristics of "taught", "suggestible", etc.

Execution and control over the execution of the decision.

There is a point of view that the execution of a decision is a purely administrative process, which includes the execution of a decision, the identification of executors, bringing to their attention the tasks set, drawing up a plan for the implementation of the decision, etc. In fact, the main thing in the execution of the decision is that at the moment of its execution, the decision made in relation to any organization (system) can introduce this system into a state of instability. The main responsibility of the manager in the process of monitoring the execution of the decision is to monitor the state of the system to detect signs of instability. If such signs appear, it is necessary either to stop the process of executing the decision, or to carry out any corrective actions.

2 Norms and requirements of professional ethics

Service ethics is the broadest concept in the field of professional ethics. Service ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and official activities. These rules must be observed by every person who has begun to work. The number of these rules is small. The vast majority of them are formulated in an extremely general form in order to be detailed in relation to specific types of activity. Business Ethics Requirements:

1. Discipline. The concretization of this concept occurs depending on the specifics and content of labor. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of those animals that are cared for.

2. Saving material resources provided to the employee for the implementation of production activities. These resources can be very different. The need to replenish lost resources is a heavy burden on profits and production costs, hence the requirement to minimize losses. This norm includes the conservation of heat, buildings, equipment, materials, etc.

3. Correctness of interpersonal relations. A person in the sphere of his labor activity should behave in such a way that interpersonal conflicts arise as little as possible, and that other people feel comfortable working next to him in direct and indirect interpersonal contact.

All these requirements are divided into two subgroups. The first subgroup: includes requirements in interpersonal contacts horizontally (subordinate - subordinate, leader-manager). The second subgroup: includes requirements in interpersonal contacts along the vertical (subordinate - leader). Here the main requirement for a subordinate is recognition of the very right of the leader to give orders, which includes functional duties assumed by a person under an employment contract.

The subordinate must, based on these duties, build his behavior accordingly, and not use various forms of evasion from the execution of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the character of a secret (with the help of facial expressions, gestures, individual words) provoking the leader to open actions against a subordinate. In these situations, the subordinate may often appear to the environment as the suffering side, and the leader's reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire a certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some kind of benefits for themselves, etc.

The ethics of a leader lies in the need to combine the basic management principles (purely professional) with universal moral requirements and involves knowledge of the basic norms of relationships between people, between an individual and a group, a team, between teams.

Service ethics focuses on such norms of behavior that are directly related to the relationship of people in the process of implementing managerial functions.

She emphasizes the particular importance of complying with these norms. Thus, work ethics prescribes the leader to be objective and fair in relation to all subordinates, to be equal in treating them, to be principled in business, demanding and at the same time tolerant of people, tactful, to take care of creating a favorable morale. psychological climate in a collective.

3 business card. Types of business cards

A business card, whether business, professional or personal, represents the owner or announces their immediate arrival. Quite often, a stranger will first see a business card, and then only the person about whom it is spoken, so it is important that business cards are verified in every detail and create a favorable image of your company and yourself. Unable to create best impression using second grade materials.

Top management, who understands this, adheres to such a rule for each employee of his company; otherwise, saving on them creates a bad opinion of the executive who has fine engraved cards for himself and cheap, sloppy printed cards for his sales representatives.

The best way check if your cards are perfect - ask an experienced stationer for advice, but not an inferior printer around the corner or any stationer on the high street, as there are many poor quality cards for sale, although they may look smart and attractive.

All business cards should be printed with cliches on good quality cardboard. it general requirement applied to business, professional and personal business cards. Otherwise, the differences between these three groups are insignificant.

AT contemporary practice two types of business cards are used: business and personal, each of which has its own varieties.

Business business cards are an essential attribute of modern official communication. There are certain standards for placing text on such cards.

Imagine the classic version: at the top in the center - the name of the company (organization, institution) in which the owner of the business card works, below in the center - the last name, first name and patronymic, even lower - the position held, as well as title and academic degree. In the lower left corner, the address of the institution where the cardholder works is printed. Other information - office phone number, fax number, address Email, the address of the company's website - are placed in the lower right corner (usually each element on a separate line). In favor of placing the phone number in the right corner, in particular, the following consideration speaks: when dialing a number, a business card is usually held with the left hand, and if the number is printed on the left, then holding the card becomes inconvenient. At the same time, in order to "balance" the placement of elements on the surface of a business card, it is allowed to place some of the information in the lower left corner as well.

Also, for an important official, the president of the company, the owner of the enterprise, it is allowed to indicate his name above all other information.

On the business cards of government officials put National emblem and a flag. A business card without an official address does not comply with etiquette (with the exception of diplomats and senior government officials). If the organization has several branches, the business cards of its representatives may indicate the home address and telephone number, if necessary, enter it by hand, this even creates some confidence in communication. When changing the number, it is allowed to cross out the old one and carefully enter the new one, but it is not worth carrying out such operations with the address or position.

There are two types of business cards: representative and company card. On the representative indicate the name, surname, position and full name of the organization without any coordinates. They are used for special and representative purposes. By the way, there are business cards without indicating the position at all: these are awarded only to ladies.

The company card, on the contrary, includes full information about the name and location of the organization, as well as phone numbers and an email address. They are used at presentations, exhibitions, when presenting gifts, congratulations from the company, etc.

The second type of business cards is personal. They can contain the name and surname of the owner, as well as any additional information that a person wants to enter there (company address, phone numbers, personal website address, e-mail, title or academic degree). A variation of a personal card is a family business card or spouse card. It is used when making acquaintances, sending greetings to family friends or attached to gifts. It must be remembered that the name of the wife on such cards is placed before the name of the husband, the address is indicated at will. Oddly enough, but children's business cards also exist. When making them, you can somewhat deviate from the rigid norms of the adult world and create something individual and interesting. Of course, this kind of business cards are not often in demand in business circles, but sometimes they can be very useful. For example, if a child gets lost in a supermarket or goes to a holiday camp, the parents' mobile phone number entered on the card will always be with him, and if necessary, educators will be able to use it.

For scientists and creative workers, who often work at home, a combined visiting card was created, in which, along with service coordinates (in the lower left corner), home coordinates (in the lower right corner) are also indicated. True, women are most often limited to only a business phone number. When holding large events - conferences, presentations, exhibitions, festivals, their organizers order large business cards - badges indicating the name, patronymic, surname, academic title, position, company name, educational institution or scientific center that this member represents. Badges are pinned on the left side of the chest and are worn exclusively in the building where the event takes place. Perhaps the badge is the only business card on which it is sometimes appropriate to place a photograph of a person next to his name; such an object should not be placed on other cards.

Modern man in addition to business, it is necessary to have secular business cards. Firstly, it is considered bad form to use business cards in social life, and secondly, such a distinction will allow you to either emphasize the formality of relations or express your special friendly disposition without unnecessary emotional costs.

On secular business cards, it is permissible to indicate information about the profession, honorary and academic titles. A secular business card can be sent as an invitation to an informal reception or as an accompaniment of a check to a doctor, a notary. Business cards on parchment paper ordered from a calligrapher are considered especially chic.

Every man who considers himself a gentleman should have such exclusive business cards in order to send them to the ladies with flowers or a gift.

However, in Kodak and many other branches of foreign corporations, employees order business cards with photographs. Many consultants, product and service promotion managers order such business cards because they allow you to better remember their owners and invite you to further communication. But if you want to make a statement about your importance, it's best not only not to make business cards with a photo portrait, but also not to use a lot of colors. Two colors (black + any other) is enough. Colorful cards are made only by those workers who use them as an advertisement for their salon, shop, club. Colored business cards with drawings are suitable for all designers - from fashion designers to website creators. The main thing is that the business card confirms that its owner has taste and creative abilities. Colored business card paper is justified if it is a corporate style detail. It turns out that for both the poor and the rich, the simpler the better.

Modern owners strive to squeeze as much information as possible into a small business card: emblems and symbols, trademarks, photographs, drawings of coats of arms and flags! But amid this confusion, there is a special class of professionally and artistically made, stylish business cards. Such business cards become works of art, "graphics of ultra-small forms", as well as subjects of exhibitions and various competitions. Manufacturers also surprise with the materials from which business cards are made: plastic, wood, fabric, leather, magnetized rubber, aluminum foil, tin, natural mica ... It is worth noting that most often cards created by designers for themselves and about themselves become artistically valuable ( or for your studio). Shoemaker - he can do without boots. But a true artist is simply obliged to have a business card - "self-portrait".

There are also secular cards for special occasions. For example, it can be a bride's business card or a miniature newborn business card attached with a ribbon to the mother's card - a charming message to family and friends about the birth of a baby.

In the following ways: - Photographic method; - Printing on a printer or copier; - Printing on a digital printing machine; - Stencil method; - Offset printing. Finishing of business cards consists of three stages: 1. Thermography. 2. Hot stamping. 3. Cutting business cards. 2.2. Notes and inscriptions on business cards. For notes and...

But also, in turn, congratulate the partner. To do this, write p.r.f.N.A. - “to thank you and wish you a Happy New Year.” p.r. (pour remercier) - an expression of gratitude; Condolence. business card with letters p.c. (pour condoleance) - as a condolence should be sent in the event of the death of a business partner. Farewell when leaving for a long time. If a person leaving...

INTRODUCTION

I. Service Ethics

II. The specifics of the formation of public service ethics

1. Ethics of public service as a unity of professional and managerial systems

2. The role of law in the formation and development of public service ethics

3. Basic concepts of professional ethics of public service

III. Functions of etiquette in the public service

1. Requirements for civil servants

2. The main functions of etiquette in the public service

IV. Basic principles of civil servant etiquette

CONCLUSION

BIBLIOGRAPHY

INTRODUCTION

It is an indisputable fact that there is no personality outside of communication. But the process of communication cannot be spontaneous, unpredictable. In order for it to proceed normally, without conflict, and lead to expected and significant results for both parties, it must obey certain rules of external behavior, the totality of which is denoted by the concept of "etiquette".

However, the unwritten rules themselves that regulate the external manifestations of people's relationships, cultivating the habit of coordinating their actions with ideas of respect, goodwill and trust, were developed much earlier. They are determined by the need for the survival and normal functioning of the social organism, the need to muffle the natural instincts inherent in each individual and oppose them with communication rules based on mutual respect for interests and mutual support.

A fairly common point of view is that etiquette, as an element of a person's external behavior, is not organically connected with his morality: a person with refined manners, who has absorbed the wisdom of politeness from childhood, can remain arrogant, inhumane, immoral. However, such a person is unlikely to be able to mislead the people around him for a long time regarding the right to be called a cultured, educated person. The external form of behavior, devoid of a moral basis, loses its meaning, acquiring only the appearance of disguised rudeness and disrespect for people, which will come out sooner or later. "Ice" or "boorish" politeness have nothing to do with the true culture of man. The rules of etiquette, observed only externally, allow a person, depending on the circumstances and individual character traits, to easily deviate from them.

I.Service ethics

Service ethics is the broadest concept in the field of professional ethics. Service ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and official activities. These norms must be observed by every person who has started working. The number of these norms is small. The vast majority of them are formulated in an extremely general form in order to be detailed in relation to specific types of activity. Business Ethics Requirements:

Discipline. The specification of this concept occurs depending on the specifics and content of labor. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of those animals that are cared for.

Saving material resources provided to the employee for the implementation of production activities. These resources can be very different. The need to replenish lost resources is a heavy burden on profits and production costs, hence the requirement to minimize losses. This norm includes the saving of heat, buildings, equipment, materials, etc.

Correctness of interpersonal relationships. A person in the sphere of his labor activity should behave in such a way that interpersonal conflicts arise as little as possible, and that other people feel comfortable working next to him with direct indirect interpersonal contact.

All these requirements are divided into two subgroups. The first subgroup: includes the requirements for interpersonal contacts horizontally (subordinate - subordinate, manager-manager). The second subgroup: includes requirements in interpersonal contacts along the vertical (subordinate - leader). Here the main requirement for the subordinate is the recognition of the very right of the leader to give orders, which includes functional duties assumed by a person under an employment contract.

The subordinate must, based on these duties, build his behavior accordingly, and not use various forms of evading the execution of orders. Evasion can be public, public, with the imposition of certain conditions on the leader. It can be hidden, take on the character of a secret (with the help of facial expressions, gestures, individual words) provoking the leader to open actions against the subordinate. In these situations, the subordinate may often appear to the environment as the suffering party, and the leader's reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire a certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some kind of benefits for themselves, etc.

II. The specifics of the formation of ethics of public service

1. Ethics of public service as a unity of professional and managerial systems

Civil service - a specific type of activity associated with the implementation of state policy and the implementation on behalf of the state of the main economic, social and political programs among the population. The origins of the civil service are looking for in the formation of the state, so in the twentieth century. BC In ancient Sumer, the first uprising took place for social justice against the state apparatus, the beginnings of a bicameral parliament and ethical rules of the civil service appeared there.

Ancient Greece and Imperial Rome played a big role in the formation of public service ethics as prototypes of modern bourgeois states. The nature of power was analyzed in them, the concepts of “power”, “interaction with society”, “the role of law” began to form in philosophy.

A significant role in the formation of the ethics of the civil service was played by the historical realities of the formation of the civil service in a particular country. They made ethical requirements more specific, conditioned by the historical realities of a given country.

The civil service assumes that each employee has a certain amount of power and administrative powers, therefore the ethics of the civil service includes all the main elements of the ethics and culture of management (decision-making, its preparation, implementation, anticipation of the consequences of decisions made, etc.). At different levels of public service, the volume of power-administrative powers is different. At the grassroots levels, the volume of these powers is small due to the rigid centralization of the activities of the public service, ordinary workers perform executive functions, but, nevertheless, they have a certain set of powers.

Public service ethics include whole line elements of the ethics of ideologized systems: the requirement for the subordination of basic personal qualities to the specifics of the idea being achieved (realized), the exclusion of all those who are unable to apply those methods and methods that are necessary to achieve their goals. There have always been formal or informal ways in the civil service system to monitor the behavior of civil servants for compliance with their standards that are presented to civil servants in a given period. There is a system of internal punishments for civil servants.

In the organization of the civil service and its functioning, there are many specific points that operate contrary to the moral qualities required of a civil servant. The morality of officials is decomposing, as it were, from within. Such features that negatively affect the morale of civil servants are:

Specific form of remuneration in the public service;

Its territorial structure;

Vertical alignment in the direction of activity;

The special nature of the fluidity of the labor force;

Particular interest of individual segments of the population in the activities of the civil service.

Thus, the ethics of a civil servant seems to be a rather unstable, vulnerable complex of qualities that strongly depends on the circumstances. On the other hand, a civil servant is the face of the state and the nation, a pledge successful functioning state. Therefore, there are a number of qualities that a civil servant must necessarily possess. In this regard, law plays a decisive role in the organization of the public service.

2. The role of law in the formation and development of public service ethics

There is no other profession in whose activity law would play such a large role. The right to ensure the morality of civil servants dominates, the structure of the civil service, subordination, turnover cycles, a system of punishments, removals, etc. are prescribed.

Thus, in the civil service, law is the main regulator of relations between people within the civil service system and with the outside world. The ethics of a civil servant occupies a subsidiary position.

The purpose of law is to unify and standardize the behavior of civil servants so that neither frequent turnover nor a small amount of communication between the population and an official can affect the perception of the figure of an official as a representative of the state.

3. Basic concepts of professional ethics of public service

The professional ethics of a civil servant helps to concretize and implement moral values ​​in conditions that are sometimes very complex and unusual. Professional ethics does not form new principles and concepts moral consciousness, she kind of “adapts” already known principles, concepts to specific spheres of human life.

Professional ethics and professional moral consciousness must have their own specific concepts for their functioning. Let us briefly consider those of them that will interest us the most. Perhaps the original concept of professional ethics is the concept of "professional duty", which fixes the official duties in sufficient detail. It is the awareness of one's official duty that encourages representatives of a number of professions to treat their work with the greatest responsibility, taking into account many specific nuances of the relationship between the individual and society, the individual and the team. Professional duty stimulates self-giving, it is in it that the duty of a Man finds concrete expression.

It is necessary to single out such concepts as "professional honor" and "professional dignity". The concept of professional honor expresses an assessment of the significance of a particular profession in the life of society. Awareness of this significance is very important for a civil servant and forms the basis of professional dignity, self-assessment of their activities. It is important to note that the concepts of "honor" and "service" as social phenomena are closely related. It is no coincidence that in the old days, honor was understood as a high rank, position. Honor is a combination of the highest moral and ethical principles in a person. It contains the moral dignity of a person, his valor, honesty, nobility of soul, clear conscience, the desire to follow the lofty ideal of truth, justice, goodness, serving one's fatherland.

Honor is not only a moral, but also a historical category. It is a derivative of the conditions of the era in which people live, is part of their consciousness, is oriented towards a particular system of values, norms of behavior, etc.

At the same time, honor is an active category. It manifests itself in the actions of people, in their relationships with each other. Depending on the nature of the relationship in which a person can be in relation to other people, several types of honor are distinguished. The German philosopher of the 19th century, A. Schopenhauer, singled out, for example, such types of honor as civil, official, military, knightly, male, etc.

Of paramount importance for a person, no matter what he does, is, of course, civic honor. According to the philosopher, not a single person can do without it. Its actions and significance apply to all classes, not excluding the highest. Honor obliges all citizens to take care of the interests of their fatherland, increase its wealth, good name and glory, respect the laws of the state, maintain public order, take care of the elderly and children, and help vulnerable sections of citizens. After all, in a legal, democratic, social state, every person has the right to a decent life.

Civil honor has a significant impact on official honor, at least in that part that is associated with the high social significance of service and official activity. In the modern sense, service is service to the state, the Fatherland, and the people. The social meaning of the service is especially clearly manifested in the turning points in the life of the state, when the responsibility of people for the fate of the country increases sharply.

Service honor, in addition to its social meaning, has another, no less important side, connected with the performance by employees of their duty. In view of the publicity of the service, the activities of civil servants, their professional, personal qualities are under public scrutiny. As Schopenhauer notes, “official honor lies in the general opinion of others that a person holding his position really has all the qualities necessary for this and in all cases accurately fulfills his official duties.

Professional honor and professional dignity, mutually complementing each other, help maintain a certain, fairly high level of morality. Professional honor and professional dignity of a civil servant will be expressed in the decisions made and various actions.

Professional morality for a civil servant includes the concept of "professional justice". Being fair is not so easy. A civil servant needs to spend a lot of effort to thoroughly investigate this or that situation, objective circumstances. It is much easier to evaluate according to a template, according to the advice of the authorities. But it is precisely professional justice, professional conscience that encourages a civil servant to be fair, not to succumb to pressure “from above”, mafia groups, etc. Justice, of course, is also important in relations with colleagues. Double, triple standards in the assessments of "us" and "them", convenient and not convenient, destroy the moral consciousness of the specialist himself, and the moral and psychological climate of the team. Since communication with a specific person makes up most of the working time of the majority of civil servants, one can speak with full confidence about such a concept of professional morality as “professional tact”.

It is especially worth highlighting the basic principles of professional ethics of a civil servant.

First of all, the starting point for the professional ethics of a civil servant is the principle of humanism, i.e. respectful attitude to every human personality, understanding of its uniqueness, self-sufficient value. The principle of humanism opposes a purely utilitarian attitude to the individual, considering it, mainly, as a means to achieve some other, albeit quite important, goals.

The principle of optimism (professional) intersects with the principle of humanism. Thus, it is not easy for a civil servant to fulfill his duties without believing that his efforts, his work, both the decisions he makes and those he carries out, contribute to the development of the state, strengthening the principles of democracy, law and order. Etavera elevates and helps to develop a good beginning in a person.

Any activity, especially that which is directly directed at a person, must be overshadowed, inspired by a lofty idea. Therefore, the professional ethics of a civil servant must include the principle of patriotism. It is obvious that love for the Motherland cannot be combined with disdainful attitudes towards other countries, other peoples. If we recall Aristotle's reasoning about the golden mean, then patriotism can be imagined as a middle between two extremes: between national arrogance and humiliation, currying favor with everything foreign. True patriotism includes a constructive attitude towards the achievements of other peoples.

The basic concepts and principles of professional ethics of a civil servant form its framework, which is filled with "flesh and blood" in various everyday situations.

III. Functions of etiquette in the public service

1. Requirements for civil servants

The moral requirements for civil servants can be divided into 4 groups: the group of requirements is associated with the presence of government officials and administrative powers. Demands for employees at the decision-making level translate into management ethics (decisiveness, professionalism, leadership ability, etc.);

Performing discipline. This requirement is based on the fact that a person’s life sometimes depends on a civil servant, since the professional function of officials includes the execution of documents for a person from the moment of his birth.

Such qualities, which are determined by the fact that today the volume of communication is increasing in the structure of the professional activity of officials. What is important here is that communication not only grows quantitatively, but also becomes more diverse, diverse in nature. This communication includes new sections of the population that differ in interests, social status, income level, etc. An official should have such qualities as communication, openness, respect for someone else's point of view, the ability to listen and hear, restraint, tact, good breeding, mastery of the word, the ability to present oneself;

Qualities explained by the Aquarium Effect. This is a special position of a civil servant in society: the heightened attention of people is riveted to him (even to his personal life). It follows from this that public service is not only a profession, but also a way of life. Restraint, asceticism, a sense of responsibility for deviating from standards, personal behavior - these are the traits of an official who are responsible for what opinion the population will have about the state.

In practical application, the concepts and principles of professional ethics of the public service take the form of ethical requirements. Of these, the main ones that must be presented to a civil servant as upon admission to public service, and in the performance of state official powers:

Adherence to the highest moral principles, loyalty to the state; a civil servant must put the public interest above individual, private interests, goals and objectives political parties, other public associations;

Compliance with the principles of public service;

Constant readiness to come out in defense of the Constitution, federal laws and laws of the subjects of the federation, never violate the provisions of the oath of allegiance to the state and not renounce legitimate demands for public office;

Honest service to the state;

The desire to find and use the most effective and economical ways to perform state tasks and functions;

The absence in the activity of a civil servant of elements of discrimination of some subjects, on the one hand, the provision of special benefits and privileges to other subjects, with or without special remuneration, on the other;

Never accept any benefits and advantages for yourself and your family members, while using your official powers;

Make no personal promises related to public service duties;

Never use any information received in confidence in the performance of your official duties as a means of obtaining personal gain;

Do not engage in business activities;

Expose corruption and constantly fight it in state bodies;

Observe business mode and correct communication with citizens and colleagues;

Strive to create a business image of a civil servant;

Do not publicly express your personal opinion about the current politicians;

Avoid abuse of official position, mercenary or other personal interest;

In dealing with citizens, both in the exercise of their powers and outside official relations comply with generally accepted rules of conduct; behave with dignity; demonstrate polite, correct treatment, impartiality, adherence to principles, the desire to deeply understand the essence of the issue, the ability to listen and understand another position; equal treatment of all citizens and legal entities; the balance of the judgments expressed and the managerial decisions made.

2. The main functions of etiquette in the public service

The specifics of this kind of professional activity as public service, the features of the social and legal status of a civil servant and the corresponding official situations arising from it, allow us to talk about the etiquette of civil servants as a set of specific rules that regulate the external manifestations of relationships between people in the course of their professional activities in all the variety of forms of official communication.

In the civil service, where relations are built on the basis of subordination, each type of communication (subordinate and boss, colleagues, official and visitor) has sufficient specificity and is subject to its own rules of etiquette developed by practice, focused on honor and dignity as the highest value.

Etiquette in the public service performs various functions. Allocate the information function, the function of standardizing models of individual and group behavior, the function of social control and social influence, the function of creating psychological comfort. The norms of etiquette inform about how a civil servant should behave in a particular service situation and what behavior should be expected from colleagues, from a boss or from subordinates. By standardizing the behavior of each member of the team, etiquette helps them, without hesitation, sometimes almost unconsciously, to choose a line of behavior in accordance with the real situation and the expectations of others, without risking getting into an awkward or difficult situation or causing complications in relations with others. Following the accepted rules of conduct for each of the parties to communication strengthens confidence in the correctness of their actions, gives rise to self-respect, and creates a sense of psychological comfort.

IV. Basic principles of civil servant etiquette

The basis of the etiquette of a civil servant is the general principles of modern etiquette observed all over the world today: these are the principles of humanism, expediency of actions, aesthetic appeal of behavior and respect for the traditions of their country and countries with representatives of which civil servants have to enter into business contacts.

The principle of humanism consolidates the moral foundation business etiquette. It is concretized in the requirements addressed to the culture of relationships and including politeness in all its variety of shades: correctness, courtesy, courtesy, delicacy, tact, modesty, accuracy. The credo of the principle of humanism: good relations are the key to fruitful cooperation, acting as one of the most effective motivators of work activity, an integral part of the organizational culture.

In each specific situation, we choose the appropriate form of politeness for this situation, namely, correct politeness, which allows, without violating etiquette, to let the person understand our attitude to his act. Correctness allows the parties to maintain self-respect and not humiliate the other.

Another form of politeness is courtesy, respectful politeness. In official relations, a respectful form of courtesy serves as a reliable way to protect both the dignity of a subordinate and the authority of the leader, observing the official hierarchy, showing respect to the boss without a shadow of obsequiousness and humiliation, and “honoring” the attention of the subordinate without arrogance and swagger. Courtesy has nothing to do with helpfulness and servility in a bureaucratic environment.

A vivid manifestation of the harmony of the internal and external culture of a person is delicacy, a property of truly educated, intelligent people, the highest expression of benevolence, courtesy and friendliness.

Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy moral and psychological climate in the team, and for each employee a sense of psychological control and security. It helps to prevent misunderstandings and make communication more pleasant.

Politeness is always accompanied by tact - that sense of proportion that allows a person to accurately capture the boundary between what is possible and what is not. It helps to prevent a situation that causes embarrassment, and if it does arise, not to notice it. A tactful leader will not “scold” a subordinate for making a mistake in the presence of strangers. A tactful person will not unceremoniously make remarks to a new or younger employee, will not allow himself peremptory statements, seeing a shadow of concern or grief on the face of a colleague, will not intrusively inquire about the reasons for his condition. He will not give unsolicited advice, interfere in personal affairs, or distribute personal information obtained in confidence.

One of the requirements office etiquette- modesty. V. Dahl defines a modest person, first of all, as moderate in his demands, undemanding for himself, not putting his personality in front, decent, quiet in circulation, contrasting these qualities with self-confidence, arrogance, self-love, arrogance, arrogance, impudence. Unfortunately, this concept in the public consciousness in recent times has largely devalued, having lost its original meaning, and has become often associated with insecurity, timidity, shyness and mediocrity, with which, as they say, one cannot live.

Thus, the principle of humanism as the most important principle of modern etiquette, specified in the requirements of politeness, modesty, accuracy, has a deep moral basis. Concrete rules of behavior arising from it act as an external manifestation of respect for a person. Otherwise, no refined manners, no refined speech, can hide the absence of a genuine culture, the defectiveness of education. And disrespect for other people is a sign of lack of self-respect.

The principle of humanism is a fundamental, but not the only principle underlying the etiquette of a civil servant. Non-standard service and life situations constantly put a person before the problem of choosing a behavior model, relying only on common sense. The principle of the expediency of actions is what largely determines the behavior of a civil servant in relationships with those around him in a service situation.

The third principle on which the requirements of modern business etiquette are based is the principle of the aesthetic attractiveness of the behavior and appearance of an employee of an institution. Untidyly dressed, waving his arms and constantly grimacing or sullenly frowning, in the heat of an argument, driving you into a corner or casually, not looking at you, holding out his hand arrogantly outstretched with his palm down for greeting, talking loudly and noisily struggling with his runny nose, a person is unlikely to arouse sympathy and give pleasure from communication with him. Ugly behavior devoid of grace and attractiveness offends the aesthetic feelings of others and is perceived as a manifestation of disrespect for them.

Each nation has its own customs and traditions that have evolved over the centuries. Respect for these traditions and the study of them is another principle of modern business etiquette. Today, due to the active expansion of international relations at all levels, this principle is of particular relevance, becoming a guarantor of mutual understanding between representatives of different cultures. Following this principle saves the employee from unpleasant moments of embarrassment caused by ignorance of the peculiarities of the national etiquette of the country that you visited or with whose representative you had to enter into business communication. Even the best of intentions and the most gallant manners will not protect you from condemnation if, for example, in China you want to kiss a girl’s hand, when you meet a Japanese colleague, you accept a business card from him with your left hand, you try to present a gift - from a pure heart - to an American civil servant, or, while talking with a colleague from a Muslim region, you will stubbornly look him in the eye.

One of the important and powerful principles of modern office etiquette, which breaks the stereotypes of generally accepted ideas about the rules of good manners, is the principle of subordination, which dictates the external pattern of the behavior of employees in many situations of business communication. The very nature of personnel management in the public service dictates the need and expediency of strict subordination of labor relations: “from top to bottom” and “bottom up” (between managers and subordinates) and “horizontal” (between employees of the same official status).

Recently, a new style of personnel management (it is called the participatory style) is increasingly beginning to enter into the practice of labor relations in the public service. distinctive features which - openness, awareness, trust in relationships, delegation of authority to subordinates, etc. This style, addressed to consciousness and internal motives human behavior is designed for parity relations between the leader and the subordinate, for their mutual support and social relationships.

Together with a new style of management in ethics business relations civil servants, the principle of parity is established, peacefully coexisting with the principle of subordination. It is known that the efficiency of discussing business problems increases when, in the interests of the cause, everyone feels equal in expressing their position, views, arguments, regardless of their position, status, length of service, age, etc.

Knowledge of the basic principles of modern business etiquette allows a person to confidently navigate in any non-standard situation, not to get into trouble and not make mistakes that allow others to doubt his upbringing, which could cause serious damage to his image.

The intelligence of civil servants should be determined not only by the level of education, but also by the observance of the ethical principles of legality, justice, humanity, responsibility and impartiality. It should also be combined with the ability to transform the moral principles professed by them into appropriate forms of external behavior, the basis of which is respect for a person and his dignity, politeness, tact, modesty, accuracy, aesthetic appeal of actions, combined with expediency and common sense.

CONCLUSION

The traditional structure of the civil service, with a pyramidal and linear structure, with administrative methods of administration, took shape over the centuries, and existed in a relatively unchanged form until the second half of the twentieth century. Problems arose with the entry of the world into the civilization of an industrial society and the transition to a post-industrial civilization. Countries Western Europe and America reached the industrial stage of development by the 30s of the twentieth century, but during the Second World War they were thrown back in their development. By the 50s. most countries have restored their potential, and the transition to a post-industrial society has begun. The processes taking place in the world have become more complicated. The transformations have not only accelerated, they have been aggravated. Significantly complicated the situation and the manifestation of global problems of mankind (environmental crisis, stockpiling of weapons of mass destruction, etc.). The traditional ethics of the civil service, which was formed over the previous history, has largely ceased to work, to fulfill its functions as a regulator of relations both within the civil service and in relations between the civil service and the population. She stopped keeping up with the rapidly changing situation.

In changing the ethics of the civil service, several trends have taken shape that are the subject of reflection, both by scientists and practitioners involved in the development of morality in the field of government controlled.

The main directions in which there were changes in traditional system public service:

Changes in the organizational side of the civil service:

The emergence of staff units (in the presidential administration there is a sociological center). The emergence of the institution of advisers.

The emergence of a non-traditional structure of public administration of units organized in a matrix type to work on projects.

Redistribution of functions between levels of government in the direction of increasing rights and opportunities at the level of territories (decentralization of management). This trend began to manifest itself from the 70s.

The growth of global problems and the need to combine efforts to solve them led to an accelerated process of creating various international organizations and structures that coordinate the activities of states on various issues. The emergence of such organizations made us think about the need to converge both the legal norms for the functioning of state apparatuses, and this, in turn, led to the emergence of basic educational centers that train senior managers, and the gradual convergence of ethical codes of civil services. It was the trend of the times.

Gradual transfer of the civil service on the track of moderate liberalization. In some countries this happened abruptly (Great Britain - Margaret Thatcher), in others more smoothly (countries of Eastern Europe). Russia also proclaims the transition to moderate liberalization. States are gradually freeing themselves from caring for the needs of the people and from fulfilling the social guarantees they had previously assumed for the population. This is due to the growing crisis in the global economy with a constant rise in the cost of the entire process of the functioning of the state.

A significant and very rapid transformation of the technical equipment of the civil service (computerization of activities, the formation of unified communication systems, communications), a change in the entire system of office supplies and equipment. Such a transformation, on the one hand, simplified work, and on the other hand, it posed completely new problems for large groups of civil servants, including rethinking the nature of responsibility, the need to acquire new skills in decision-making, in understanding one's duty, etc.

Merging the ethics of civil service and ethics (morality) of politics.

The main reasons for these changes are, first of all, civilizational changes, such as the globalization of the economy and the loss by small and medium-sized cities of developed countries of the taxable base when enterprises are transferred to countries with developing economies and cheap labor; processes of de-federalization and decentralization of management in the system of civil service and municipal government and the formation of greater autonomy in the activities of local government bodies; the continuing stratification of society into ever smaller and significantly different in interests layers and groups of the population, continuing in the context of the transition to a post-industrial civilization, etc.

LIST OF USED LITERATURE

1. Boikov V.E. Professional culture of the public service // Sotsis. 2005, No. 2.

2. Public service: culture of behavior and business etiquette. Tutorial/ Under the total. ed. E.V. Okhotsky.-M.: Publishing House of the RAGS, 2006.

3. Ignatov V.G., Belolipetsky V.K. Professional culture and professional ethics of public service: the context of history and modernity. Tutorial. - Rostov-on-Don: Publishing Center "March T", 2000.

4. Ethics of public service.//Public service. Problems of professional ethics. Overseas experience. Reference bulletin. No. 2, 98. - M .: Publishing House of the RAGS, 2005.

Service ethics.

The main functions and principles of etiquette in the municipal service

1. Service ethics is the broadest concept in the field of professional ethics. Service ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and official activities. These rules must be observed by every person who has begun to work. The number of these rules is small. The vast majority of them are formulated in an extremely general form in order to be detailed in relation to specific types of activity. Business Ethics Requirements:

- Discipline. The concretization of this concept occurs depending on the specifics and content of labor. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of those animals that are cared for.

— Saving material resources provided to the employee for the implementation of production activities. These resources can be very different. The need to replenish lost resources is a heavy burden on profits and production costs, hence the requirement to minimize losses. This norm includes the conservation of heat, buildings, equipment, materials, etc.

— Correctness of interpersonal relations. A person in the sphere of his labor activity should behave in such a way that interpersonal conflicts arise as little as possible, and that other people feel comfortable working next to him in direct and indirect interpersonal contact.

All these requirements are divided into two subgroups.

The first subgroup includes requirements in interpersonal contacts horizontally (subordinate-subordinate, leader-manager).

The second subgroup includes requirements in interpersonal contacts along the vertical (subordinate - manager). Here the main requirement for a subordinate is the recognition of the very right of the leader to give orders, which includes functional duties assumed by a person under an employment contract. The subordinate must, based on these duties, build his behavior accordingly, and not use various forms of evasion from the execution of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the character of a secret (with the help of facial expressions, gestures, individual words) provoking the leader to open actions against a subordinate. In these situations, the subordinate may often appear to the environment as the suffering side, and the leader’s reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire a certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some kind of benefits for themselves, etc.

2. Requirements for municipal employees

The moral requirements for municipal employees can be divided into 4 groups: the group of requirements is associated with the presence of government officials and administrative powers. Demands for employees at the decision-making level translate into management ethics (decisiveness, professionalism, ability to lead, etc.);

performance discipline. This requirement is based on the fact that the life of a person sometimes depends on a municipal employee, since the professional function of officials includes the execution of documents for a person from the moment of his birth. Discipline, attentiveness, diligence, punctuality, pedantry and law-abidingness - these qualities characterize performing discipline;

Such qualities, which are determined by the fact that today the volume of communication is increasing in the structure of the professional activity of officials. What is important here is that communication not only increases quantitatively, but also becomes more diverse, diverse in character. This communication includes new segments of the population that differ in interests, social status, income level, etc. An official should have such qualities as communication, openness, respect for someone else's point of view, the ability to listen and hear, restraint, tact, good breeding, command of the word, the ability to present oneself;

In practical application, the concepts and principles of professional ethics of the municipal service take the form of ethical requirements. Of these, the main ones that should be presented to a municipal employee both upon entering the municipal service and in the exercise of his official powers:

Commitment to the highest moral principles, loyalty to the state. A municipal employee must put state interests above individual, private interests, goals and objectives of political parties, other public associations.

Compliance with the principles of municipal service:

— constant readiness defend the Constitution, federal laws and the laws of the constituent entities of the federation, never violate the provisions of the adopted oath of allegiance to the state and not waive the legal requirements for a municipal position;

- honest service to the state;

- the desire to find and use the most efficient and cost-effective ways to perform government tasks and functions;

- the absence in the activities of a municipal employee of elements of discrimination of some subjects, on the one hand, the provision of special benefits and privileges to other subjects, for special remuneration or without it, on the other;

- never accept any benefits and advantages for themselves and members of their family, while using their official powers;

- do not make any personal promises related to the duties of the municipal service;

- never use any information obtained confidentially during the performance of their duties as a means of obtaining personal gain;

- do not engage in entrepreneurial activities;

- expose corruption and constantly fight it.

— observe the business regime and the correctness of communication with citizens and colleagues; municipal civil servant;

- not to publicly express their personal opinion about current political figures;

- avoid abuse of official position, mercenary or other personal interest;

- in communication with citizens, both in the exercise of their powers and in off-duty relations, observe the generally accepted rules of conduct; behave with dignity; demonstrate polite, correct treatment, impartiality, adherence to principles, the desire to deeply understand the essence of the issue, the ability to listen and understand another position; equal treatment of all citizens and legal entities; balance of expressed judgments and accepted managerial decisions.

3. The main functions and principles of etiquette in the municipal service

The specifics of this kind of professional activity as a municipal service, the features of the social and legal status of a municipal employee and the corresponding official situations arising from it, allow us to talk about the etiquette of municipal employees as a set of specific rules that regulate the external manifestations of relationships between people in the course of their professional activities in everything variety of forms of official communication.

In the municipal service, where relations are built on the basis of subordination, each type of communication (subordinate and boss, colleagues, official and visitor) has sufficient specificity and is subject to its own rules of etiquette developed by practice, focused on honor and dignity as the highest value.

Etiquette in the municipal service performs various functions.

Allocate the information function, the function of standardizing models of individual and group behavior, the function of social control and social influence, the function of creating psychological comfort. The norms of etiquette inform about how a municipal employee should behave in a particular service situation and what behavior should be expected from colleagues, from a boss or from subordinates. By standardizing the behavior of each member of the team, etiquette helps them, without hesitation, sometimes almost unconsciously, to choose a line of behavior in accordance with the real situation and the expectations of others, without risking embarrassment or embarrassment or causing complications in relations with others. Following the accepted rules of conduct for each of the parties of communication strengthens confidence in the correctness of their actions, gives rise to self-esteem, and creates a sense of psychological comfort.

4. Basic principles

The basis of the etiquette of a municipal employee is the general principles of modern etiquette that are observed all over the world today: these are the principles of humanism, expediency of actions, aesthetic appeal of behavior and respect for the traditions of their country and countries with representatives of which civil servants have to enter into business contacts.

The principle of humanism consolidates the moral basis of business etiquette. It is concretized in the requirements addressed to the culture of relationships and including politeness in all its variety of shades: correctness, courtesy, courtesy, delicacy, tact, modesty, accuracy. The credo of the principle of humanism: good relations are the key to fruitful cooperation, acting as one of the most effective motivators of work activity, an integral part of organizational culture.

In each specific situation, we choose the appropriate form of politeness for this situation, namely, correct politeness, which allows, without violating etiquette, to make a person understand our attitude to his act. Correctness allows the parties to maintain self-respect and not humiliate the other.

Another form of politeness is courtesy, respectful politeness. In official relations, a respectful form of courtesy serves as a reliable way to protect both the dignity of the subordinate and the authority of the leader, observing the official hierarchy, showing respect to the boss without a hint of obsequiousness and humiliation, and “honoring” the subordinate with attention without arrogance and arrogance. Courtesy has nothing to do with helpfulness and subservience in a bureaucratic environment.

A vivid manifestation of the harmony of the internal and external culture of a person is delicacy, a property of really educated, intelligent people, the highest expression of goodwill, courtesy and friendliness.

Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy moral and psychological climate in the team, and each employee has a sense of psychological control and security. It helps to prevent misunderstandings and make communication more enjoyable.

Politeness is always accompanied by tact - that sense of proportion that allows a person to accurately capture the boundary between what is possible and what is not. It helps to prevent a situation that causes embarrassment, and if it does arise, not to notice it. A tactful leader will not “scold” a subordinate for a mistake he made in the presence of strangers. A tactful person will not unceremoniously make comments to a new or younger employee, will not allow himself peremptory statements, seeing a shadow of concern or grief on the face of a colleague, will not intrusively inquire about the reasons for his condition. He will not give unsolicited advice, interfere in personal affairs, or distribute personal information received in confidence.

One of the requirements of office etiquette is modesty. V. Dahl defines a modest person, first of all, as moderate in his demands, undemanding for himself, not putting his personality in front, decent, quiet in circulation, contrasting these qualities with self-confidence, arrogance, self-love, arrogance, arrogance, impudence. Unfortunately, this concept in the public mind has recently been largely devalued, having lost its original meaning, and has often become associated with insecurity, timidity, shyness and mediocrity, with which, it is believed, one cannot live.

Thus, the principle of humanism as the most important principle of modern etiquette, specified in the requirements of politeness, modesty, accuracy, has a deep moral basis. The specific rules of conduct that flow from it are outward manifestation respect for the person. Otherwise, no refined manners, no refined speech, can hide the lack of genuine culture, the inferiority of education. And disrespect for other people is a sign of a lack of self-respect.

The principle of humanism is a fundamental, but not the only principle underlying the etiquette of a municipal employee. Non-standard service and life situations constantly put a person in front of the problem of choosing a behavior model, relying only on common sense. The principle of the expediency of actions is what largely determines the behavior of a municipal employee in relationships with others in a service situation.

The third principle on which the requirements of modern business etiquette are based is the principle of the aesthetic appeal of the behavior and appearance of an employee of an institution. Untidyly dressed, waving his arms and constantly grimacing or sullenly frowning, in the heat of an argument, driving you into a corner or casually, without looking at you, holding out his hand arrogantly outstretched with his palm down for greeting, talking loudly and noisily fighting his cold, a person is unlikely to arouse sympathy and will enjoy being with him. Ugly behavior devoid of grace and attractiveness offends the aesthetic feelings of others and is perceived as a manifestation of disrespect for them.

Each nation has its own customs and traditions that have developed over the centuries. Respect for these traditions and following them is another principle of modern business etiquette. Today, in connection with the active expansion of international relations at all levels, this principle is of particular relevance, becoming a guarantor of mutual understanding between representatives of different cultures. Following this principle saves the employee from unpleasant moments of embarrassment caused by ignorance of the peculiarities of the national etiquette of the country that you visited or with whose representative you had to enter into business communication. Even the best of intentions and the most gallant manners will not protect you from condemnation.

One of the important and powerful principles of modern office etiquette, which breaks the stereotypes of generally accepted ideas about the rules of good manners, is the principle of subordination, which dictates the external pattern of behavior of employees in many situations of business communication. The very nature of personnel management in the municipal service dictates the need and expediency of strict subordination of labor relations: “top down” and “bottom up” (between managers and subordinates) and “horizontally” (between employees of the same official status).

Recently, a new style of personnel management (it is called the participatory style) is increasingly beginning to enter into the practice of labor relations in the municipal service, the distinctive features of which are openness, awareness, trust in relations, delegation of authority to subordinates, etc. This style, addressed to the consciousness and internal motives of human behavior, is designed for parity relations between the leader and the subordinate, for their mutual support and social relationships.

Together with the new management style, the ethics of business relations of municipal employees establishes the principle of parity, peacefully coexisting with the principle of subordination. It is known that the effectiveness of discussing business problems increases when, in the interests of the cause, everyone feels equal in expressing their position, views, arguments, regardless of their position, status, length of service, age, etc.

Knowledge of the basic principles of modern business etiquette allows a person to confidently navigate in any non-standard situation, not to get into trouble and not make mistakes that allow others to doubt his upbringing, which could cause serious damage to his image.

The intelligence of municipal employees should be determined not only by the level of education, but also by the observance of the ethical principles of legality, justice, humanity, responsibility and impartiality. It should also be combined with the ability to clothe the moral principles professed by them in appropriate forms of external behavior, the basis of which is respect for a person and his dignity, politeness, tact, modesty, accuracy, aesthetic appeal of actions combined with expediency and common sense.

Attachment 1

Model Code of Ethics and Official Conduct for Civil Servants of the Russian Federation and Municipal Employees (approved by the decision of the Presidium of the Council under the President of the Russian Federation for Combating Corruption dated December 23, 2010) (Minutes No. 21)

​ Model Code of Ethics and Official Conduct for Civil Servants of the Russian Federation and Municipal Employees (approved by the decision of the Presidium of the Council under the President of the Russian Federation for Combating Corruption dated December 23, 2010) (Minutes No. 21)

​ Section I. General provisions (clauses 1-9)

 Section II. Basic principles and rules of official behavior of state (municipal) employees (clauses 10-24)

 Section III. Recommended ethical rules of official behavior of state (municipal) employees (clauses 25-28)

 Section IV. Liability for violation of the provisions of the Model Code (paragraph 29)

model code
ethics and official behavior of civil servants of the Russian Federation and municipal employees
(approved by the decision of the Presidium of the Anti-Corruption Council under the President of the Russian Federation dated December 23, 2010) (Minutes No. 21)

I. General provisions

1. The Model Code of Ethics and Official Conduct for Civil Servants of the Russian Federation and Municipal Employees (hereinafter referred to as the Model Code) was developed in accordance with the provisions of the Constitution of the Russian Federation, the International Code of Conduct for Public Officials (Resolution 51/59 General Assembly United Nations of December 12, 1996), Model Code of Conduct for Civil Servants (annex to Recommendation of the Committee of Ministers of the Council of Europe of May 11, 2000 N R (2000) 10 on codes of conduct for civil servants), Model Law "On the foundations of municipal service" (adopted at the 19th plenary meeting Interparliamentary Assembly member states of the Commonwealth of Independent States (Decree N 19-10 of March 26, 2002), federal laws of December 25, 2008 N 273-FZ "On Combating Corruption", of May 27, 2003 N 58-FZ "On system of the public service of the Russian Federation", dated March 2, 2007 N 25-FZ "On municipal service in the Russian Federation", other federal laws containing restrictions, prohibitions and obligations for civil servants of the Russian Federation and municipal employees, Decree of the President of the Russian Federation dated August 12, 2002 N 885 "On approval general principles official conduct of civil servants" and other normative legal acts of the Russian Federation, and is also based on generally recognized moral principles and norms of Russian society and the state.

2. The model code is the basis for the development of codes of ethics and official conduct for civil servants of the Russian Federation and municipal employees (hereinafter referred to as state (municipal) employees) by the relevant state bodies and local governments.

3. The model code is a set of general principles of professional service ethics and the basic rules of official conduct that state (municipal) employees should be guided by, regardless of their position.

4. A citizen of the Russian Federation entering the public service of the Russian Federation or a municipal service (hereinafter referred to as the state and municipal service) is obliged to familiarize himself with the provisions of the Model Code and comply with them in the course of his official activities.

5. Each state (municipal) employee must accept all necessary measures to comply with the provisions of the Model Code, and every citizen of the Russian Federation has the right to expect from a state (municipal) employee to behave in relations with him in accordance with the provisions of the Model Code.

6. The purpose of the Model Code is to establish ethical norms and rules of official behavior of state (municipal) employees for the worthy performance of their professional activities, as well as to promote the strengthening of the authority of state (municipal) employees, citizens' confidence in government bodies and local self-government bodies and ensuring uniform standards of conduct for state (municipal) employees.

7. The model code is designed to increase the efficiency of the performance of their official duties by state (municipal) employees.

8. The Model Code serves as the basis for the formation of proper morality in the field of state and municipal service, respect for state and municipal service in the public mind, and also acts as an institution of public consciousness and morality of state (municipal) employees, their self-control.

9. Knowledge of and compliance with the provisions of the Model Code by state (municipal) employees is one of the criteria for assessing the quality of their professional activities and official behavior.

II. Basic principles and rules of official behavior of state (municipal) employees

10. The basic principles of official behavior of state (municipal) employees are the basis of the behavior of citizens of the Russian Federation in connection with their being in the state and municipal service.

11. State (municipal) employees, being aware of their responsibility to the state, society and citizens, are called upon to:

a) perform official duties conscientiously and at a high professional level in order to ensure the efficient operation of state bodies and local self-government bodies;

b) proceed from the fact that the recognition, observance and protection of the rights and freedoms of man and citizen determine the main meaning and content of the activities of both state bodies and local governments, and state (municipal) employees;

c) carry out its activities within the powers of the relevant state body and local self-government body;

d) not give preference to any professional or social groups and organizations, be independent from the influence of individual citizens, professional or social groups and organizations;

e) exclude actions related to the influence of any personal, property (financial) and other interests that impede the conscientious performance of their official duties;

f) notify the representative of the employer (employer), prosecution authorities or other state bodies or local self-government bodies of all cases of appeal to a state (municipal) employee of any persons in order to induce to commit corruption offenses;

g) comply with the restrictions and prohibitions established by federal laws, perform duties related to the performance of state and municipal service;

h) observe impartiality, excluding the possibility of influencing their official activities by the decisions of political parties and public associations;

i) observe the norms of official, professional ethics and rules of business conduct;

j) to show correctness and attentiveness in dealing with citizens and officials;

k) show tolerance and respect for the customs and traditions of the peoples of Russia and other states, take into account the cultural and other characteristics of various ethnic, social groups and confessions, promote interethnic and interfaith harmony;

l) refrain from behavior that could raise doubts about the conscientious performance of official duties by a state (municipal) employee, as well as avoid conflict situations that could damage his reputation or authority of a state body or local self-government body;

m) take measures provided for by the legislation of the Russian Federation to prevent the emergence of a conflict of interest and resolve the cases of a conflict of interest that have arisen;

o) not use his official position to influence the activities of state bodies, local governments, organizations, officials, state (municipal) employees and citizens when resolving personal issues;

o) refrain from public statements, judgments and assessments regarding the activities of a state body or local self-government body, its head, if this is not part of the official duties of a state (municipal) employee;

p) comply with the rules of public speaking and provision of official information established in the state body or local self-government body;

c) respectfully treat the activity of mass media representatives in informing the public about the work of the state body or local self-government body, as well as assist in obtaining reliable information in the prescribed manner;

r) refrain in public speeches, including in the media, from indicating the value in foreign currency (conditional, monetary units) in the territory of the Russian Federation of goods, works, services and other objects of civil rights, the amounts of transactions between residents of the Russian Federation, indicators budgets of all levels of the budgetary system of the Russian Federation, the amount of state and municipal borrowings, state and municipal debt, except when it is necessary for the accurate transfer of information or provided for by the legislation of the Russian Federation, international treaties of the Russian Federation, business customs;

s) constantly strive to ensure the most efficient use of the resources under its responsibility.

12. State (municipal) employees are required to comply with the Constitution of the Russian Federation, federal constitutional and federal laws, and other regulatory legal acts of the Russian Federation.

13. State (municipal) employees in their activities should not allow violation of laws and other regulatory legal acts, based on political, economic expediency or for other reasons.

14. State (municipal) employees are obliged to counteract manifestations of corruption and take measures to prevent it in the manner prescribed by the legislation of the Russian Federation.

15. State (municipal) employees in the performance of their official duties should not allow personal interest, which leads or may lead to a conflict of interest.

When appointed to a position of state or municipal service and performing official duties, a state (municipal) employee is obliged to declare the presence or possibility of his personal interest, which affects or may affect the proper performance of his official duties.

16. A state (municipal) employee is obliged to provide information on income, property and obligations of a property nature of his own and his family members in accordance with the legislation of the Russian Federation.

17. A state (municipal) employee is obliged to notify the representative of the employer, the prosecutor's office of the Russian Federation or other state bodies of all cases of appeal to him by any persons in order to induce him to commit corruption offenses.

Notification of the facts of treatment in order to induce to commit corruption offenses, with the exception of cases when an inspection has been or is being carried out on these facts, is the official duty of a state (municipal) employee.

18. A state (municipal) employee is prohibited from receiving in connection with the performance of his official duties remuneration from individuals and legal entities(present, cash reward, loans, services of a material nature, payment for entertainment, recreation, for the use of transport and other remuneration). Gifts received by a state (municipal) employee in connection with protocol events, business trips and other official events are recognized as federal property, the property of a subject of the Russian Federation, a local self-government body, respectively, and are transferred to a state (municipal) employee under an act to a state body or body local self-government, in which he replaces the position of state or municipal service, with the exception of cases established by the legislation of the Russian Federation.

19. A state (municipal) employee may process and transmit official information subject to the norms and requirements in force in a state body or local government body adopted in accordance with the legislation of the Russian Federation.

20. A state (municipal) employee is obliged to take appropriate measures to ensure the security and confidentiality of information, for the unauthorized disclosure of which he is responsible and/or which became known to him in connection with the performance of his official duties.

21. A state (municipal) employee, endowed with organizational and administrative powers in relation to other state (municipal) employees, must be for them a model of professionalism, impeccable reputation, contribute to the formation in a state body or its division (local government body or its division) of favorable for the effective work of the moral and psychological climate.

22. A state (municipal) employee, endowed with organizational and administrative powers in relation to other state (municipal) employees, is called upon:

a) take measures to prevent and resolve conflicts of interest;

b) take measures to prevent corruption;

c) prevent cases of coercion of state (municipal) employees to participate in the activities of political parties and public associations.

23. A state (municipal) employee, endowed with organizational and administrative powers in relation to other state (municipal) employees, must take measures to ensure that state (municipal) employees subordinate to him do not allow corruptly dangerous behavior, set an example of honesty by his personal behavior, impartiality and fairness.

24. A state (municipal) employee endowed with organizational and administrative powers in relation to other state (municipal) employees shall be liable in accordance with the legislation of the Russian Federation for the actions or inaction of employees subordinate to him who violate the principles of ethics and the rules of official conduct, if he does not took steps to prevent such acts or omissions.

25. In official conduct, a state (municipal) employee must proceed from the constitutional provisions that a person, his rights and freedoms are the highest value and every citizen has the right to privacy, personal and family secrets, protection of honor, dignity, his good name.

26. In official conduct, a state (municipal) employee refrains from:

a) any kind of statements and actions of a discriminatory nature based on sex, age, race, nationality, language, citizenship, social, property or marital status, political or religious preferences;

b) rudeness, manifestations of a dismissive tone, arrogance, biased remarks, presentation of unlawful, undeserved accusations;

c) threats, insulting expressions or remarks, actions that interfere with normal communication or provoke unlawful behavior;

d) smoking during official meetings, conversations, other official communication with citizens.

27. State (municipal) employees are called upon to contribute by their official behavior to the establishment of business relationships in the team and constructive cooperation with each other.

State (municipal) employees must be polite, friendly, correct, attentive and show tolerance in dealing with citizens and colleagues.

28. The appearance of a state (municipal) employee in the performance of his official duties, depending on the conditions of service and the format of the official event, should contribute to the respectful attitude of citizens towards state bodies and local governments, comply with the generally accepted business style, which is distinguished by formality, restraint, traditionalism, accuracy.

IV. Liability for violation of the provisions of the Model Code

29. Violation of the provisions of the Model Code by a state (municipal) employee is subject to moral condemnation at a meeting of the relevant commission for compliance with the requirements for official behavior state (municipal) employees and the settlement of conflicts of interest formed in accordance with Decree of the President of the Russian Federation of July 1, 2010 N 821 "On commissions for compliance with the requirements for official conduct of federal civil servants and the settlement of conflicts of interest", and in cases provided for by federal laws, violation of the provisions of the Model Code entails the application of measures of legal liability to the state (municipal) employee.

Compliance with the provisions of the Model Code by state (municipal) employees is taken into account when conducting attestations, forming a personnel reserve for promotion to higher positions, as well as when imposing disciplinary sanctions.

Let us single out the main norms of service ethics for service workers:

• - attentiveness, politeness;
• - endurance, patience, self-control;
• - good manners and culture of speech, developed verbal apparatus;
• - the ability to avoid conflict situations, and if they arise, to successfully resolve them, respecting the interests of both parties.

Contact area workers, in addition to these ethical standards, must also exhibit:

• - courtesy, courtesy;
• - cordiality, goodwill;
• - tact, restraint, care for the consumer;
• - self-criticism;
• - willingness to respond quickly, keeping in the area of ​​attention several people at once or different operations that are carried out in the service process;
• - the ability to stay calm and friendly even after serving a capricious client or a busy day;
• - ability to avoid customer dissatisfaction and conflicts;
• - resistance to stress.

Service worker is absolutely contraindicated:

• - rudeness, tactlessness, inattention, callousness;
• - dishonesty, hypocrisy;
• - theft, greed, selfishness;
• - talkativeness, disclosure of private information about clients, discussion with someone of their shortcomings and weaknesses;
• - intransigence, the desire to take over the client, to subordinate his interests to his own.

Serious mistakes of novice service workers are often associated with touchiness, with excessive aesthetic requirements in relation to customers, which indicates the personal vulnerability of the nature of such workers.

If an employee has made a mistake, he must find the strength to apologize to the client. It is advisable to adapt to each client (but not adjust), deploying your skills and abilities to meet his wishes. At the same time, it is important to ensure that during the service process these qualities do not turn into other, non-constructive ones (willingness to help the client should not turn into obsequiousness, cordiality - into obsession and servility, patience - into indifference).

In the service sector, the importance of ethical standards is felt not only in the interaction of workers with consumers, but also workers among themselves. The employee must adhere to many of the above moral principles and ethical norms in relation to colleagues. At a service enterprise, a moral climate is of particular importance, where there are no conflicts and squabbles, where everyone treats each other with respect and attention. It is extremely important to create an atmosphere of mutual assistance in the service team, the ability to work together and in a team. All this helps common purpose: achieve effective customer service.

The professional and social requirements listed above for the ethics of service activities should not create the idea that only morally perfect individuals can work in service maintenance.

In this case, it is necessary to take into account the desire of the employee himself for internal development. A person who, by his character traits and social qualities, is able and really wants to work in the service sector, sooner or later will come to recognize the importance of high ethical requirements and cultural norms. He will have a sincere desire to form in himself similar qualities of character and be guided by the corresponding principles of behavior. He will not consider it shameful to learn from those service masters who have such principles deeply developed. His conviction in the effectiveness of this style of communication will be the stronger, the more clearly he sees: what successfully regulates the relationship between service providers and clients facilitates labor process allows you to work more productively.

The process of mastering the principles of professional service ethics is available to most service workers. But in order for this process to be successful, the employee must make a lot of efforts to form appropriate value orientations, character traits, and habits. It is not easy and requires a lot of effort. In many ways, this process is facilitated by strict adherence to the rules of office etiquette.

The official etiquette of service workers is a set of fixed norms, non-alternative rules of conduct, due to the official position of the company's employees, which the employee must follow habitually, almost automatically.

Service culture is impossible without aesthetic components. Service aesthetics is associated with the artistic aspects of the service, with the external forms of the surrounding objects, which are evaluated as beautiful, harmonious. Seal good taste, convenience and harmony should be felt on all material objects that accompany the service process (on the building and its architecture, the interior of the premises, on the organization of workplaces; Special attention should be given to lighting and color of the interior).

The aesthetic culture of a service worker is associated with his appearance (clothes, shoes, hairstyle, accessories). His appearance in general, it should correspond to official purposes and be consistent with the interior. Therefore, many firms prefer to dress employees in uniforms that are designed specifically and should not look dull or standard. Elements of aesthetics should also be present in the logo of the company, reflected in the design of equipment, on the packaging of goods accompanying the service, etc.

Thus, we have identified the ethical foundations for the activities of CS&T employees, in the further presentation, using the data obtained, we will highlight the main ethical norms of a woman leader in the field of CS&T, focusing on psychological features leadership women in particular and on the gender aspects of this problem in general.