Psychology of business communication in the context of the ethical ideas of the East. "Ethics and psychology of business communication
Ethics(from Greek - custom, temper) - the doctrine of morality, morality. The term "ethics" was first used by Aristotle (384-322 BC) to refer to practical philosophy, which should answer the question of what we must do in order to perform correct, moral actions.
Morality(from Lat. - moral) is a system of ethical values that are recognized by a person. Morality is the most important way of normative regulation public relations, communication and behavior of people in the most various fields public life - family, everyday life, politics, science, work, etc. The most important categories of ethics are: "good", "evil", "justice", "good", "responsibility", "duty", "conscience" and etc.
Ethics of business communication can be defined as a set of moral norms, rules and ideas that regulate the behavior and relations of people in the process of their production activities. In the socio-philosophical plan, the ethics of business communication is determined by the socio-economic system of society, the structure of its social organization and dominant type public consciousness. In a traditional society, the main mechanism of business communication is ritual, tradition and custom. They correspond to the norms, values and standards of business communication ethics.
Ethics- is a set of moral principles supported by society, group or individual. It is up to each individual what is considered ethical and what is not, but still different groups usually adhere to certain norms. These norms influence our decisions. If we violate expected norms, our behavior is considered unethical.
Five ethical standards influence our communication and guide our behavior:
1. Truthfulness and honesty are the norms that compel us to refrain from lying, cheating, stealing and cheating. current rule morality boils down to telling the truth whenever possible. An exception is a lie for the good (for example, confidential and secret information).
2. Integrity- this is the unity of beliefs and actions (ie, the fulfillment of promises).
3. Justice- this is maintaining a balance of interests without correlating them with feelings or showing preferences to one side or another in the conflict. Fairness implies objectivity or the absence of bias.
4. Respect- this is a manifestation of attention and caution to a person or observance of his rights.
5. A responsibility is the ability to take responsibility for one's actions.
The psychology of business communication is a set of norms of behavior, attitudes towards people and ways of interacting with them.
In business communication, there are two ways of conveying information - verbal and non-verbal. Non-verbal means include facial expressions, gestures, intonation, touch and distance between partners during communication. Remember: your gestures should not be abrupt, the more you talk, the less gestures should be. Your facial expressions should also be calm. Your interlocutor will not be able to focus on the conversation if you grimace. As for the distance, stay no closer than 50 cm from your conversation partner, otherwise you will violate his “intimate zone”, which will cause him uncertainty and irritation. Verbal communication implies competent speech of an average pace. Otherwise, they won't understand you. Do not interrupt your partner and learn to listen to him. Inability to listen to the thought to the end - main mistake which disrupts the entire communication process. And your hasty conclusions can lead to the fact that the partner will begin to defend himself from you, instead of engaging in a constructive dialogue.
To be a convincing interlocutor, you need to remember a few techniques of psychology and ethics of business communication:
Address your partner by the name they introduced themselves to you. This will mean that you respect the personality of the interlocutor. In addition, people like to be called by their first names as often as possible;
Your gestures and facial expressions say a lot more about you than what you say. Try to smile more often, this will help inspire confidence in your partner;
Every person has a need for self-expression. Listen carefully and patiently to your partner, then they will imbue you, and if you start talking, the listener will reciprocate;
Know how to compliment people. When you prepare for negotiations, stock up on a set of favorable and unobtrusive positive words addressed to the interlocutors. Then you will be able to win over your conversation partners without any problems.
Etiquette- a set of rules of conduct regarding the external manifestation of attitude towards people. Form of address, manner, clothing, etc.. adherence to moral social norms.
Business Etiquette- this is the ability to behave with people appropriately for success in official and business activities.
Requirements:
· Punctuality
· Privacy
Goodwill
・Attention to others
・Appearance
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"Ethics and psychology of business communication"Content INTRODUCTION1. Business behavior of employees: creative self-realization of the individual in business behavior2. The interaction of the individual and the team of a modern enterprise3. Ethics of business communication. Key conceptsConclusionList of references INTRODUCTION Problems of ethics of business relations, entrepreneurship have as long a history as entrepreneurship itself and served as an object of study, even Aristotle equated profit with usury. Nowadays, business ethics issues are widely studied all over the world, serve as the subject of scientific discussions and forums, and are studied in many higher and secondary educational institutions that provide training for the market.Business communication is a complex multifaceted process of developing contacts between people in the official sphere. Its participants act in official statuses and are focused on achieving the goal, specific tasks. specific feature named process is regulated, i.e., subjection to established restrictions, which are determined by national and cultural traditions, professional ethical principles.
Practice shows that without the ability to establish business relationships, cooperate with partners, manage people, situations and oneself, it is extremely difficult to achieve commercial success. Meanwhile, most of our entrepreneurs, in my opinion, do not have a sufficiently high level of communication culture, which significantly reduces their business activity and does not allow the maximum implementation of their initiative.
In Russia, in recent times The problems of ethics in business relations also came to the fore, as it became obvious that our country cannot enter the civilized market without a serious ethical basis, primarily in entrepreneurship.
1 . Business behavior of employees: creative self-realizationpersonalities in business conduct
Before answering the question posed, it is probably worth digressing to the very definition of what a person means. The concept of personality is one of the most complex; in Russian, the term “face” has long been used to characterize the image of a face on an icon. In European languages, the word "personality" goes back to the Latin concept of "persona", which meant the mask of an actor in the theater, a social role and a person, as a kind of integral being. In oriental languages such as Japanese, the word "personality" is associated not only with a person's face, but even more so with his body. In the European tradition, the face is considered in opposition to his body, since the face symbolizes the soul of a person, and the Chinese thinking is characterized by the concept of “vitality, which includes both the bodily and spiritual qualities of the individual.”
On the this moment There are four theories of personality:
1. Biologization - according to this theory, each personality is formed and develops in accordance with its innate qualities and features, the social environment does not play a special role in all this.
2. Sociological - personality is a product that is fully formed only in the course of social experience, biological heredity does not play a significant role in all this.
3. Freud's psychoanalytic theory - a person is a set of desires, impulses, instincts.
Freud outlined the following personality structure:
a) “Id” (“it”) - the unconscious behavior of the individual, these are instincts, needs that the individual is not aware of.
b) “Ego” (“I”) is a person's awareness of himself, his desires and needs.
c) "Superego" - a person's awareness of the norms and rules of society.
From Freud's theory one can make following output: personality is a contradictory being. The conflict between unconscious behavior and the norms of society contributes to self-realization and personal development.
4. Idonic theory of G. Jung - personality is a system of reactions to various stimuli external environment. The main motive of human behavior is the desire to enjoy or avoid trouble, suffering and pain. This means that a person's behavior can be controlled by offering one or another reward for certain actions.
Well, each of the theories can be argued or refuted, but for sure each of the theories is built on real facts Well, let's try to draw conclusions:
Personality is the social essence of a person, a set of social characteristics that appear in the course of social experience, which is formed and develops in the course of its life, i.e. acquired some social experience.
I would like to highlight the following factors of personality development (the need is social experience):
1. Biological heredity - it creates the initial difference of the individual from other members of society, creates additional opportunities or restrictions for the development of certain personality traits.
2. Physical environment - means that the characteristics of people's behavior are largely determined by the characteristics of the climate, geographical space natural resources, space organization.
3. The culture of society - i.e. each society gives to all its representatives special cultural patterns, language, values that other societies cannot offer.
4. Group experience - as a result of interaction and communication with other people, a person masters many social roles, and also forms his own “I - image”, which appears as a result of the assessments of others.
5. Individual experience is a set of feelings, emotions, impressions, events, experiences experienced by a person. The individual experience is unique and inimitable.
A number of studies conducted in Russia and abroad have shown that ethically and culturally impeccable conduct of business contacts and business relationships is of paramount importance for business performance. The result of economic relations with partners, and hence the financial well-being of the company depends on the ability, ability to conduct business - delicately, strictly observing the generally accepted norms of the rule, the nature of behavior, the state of the team. As practice has shown, self-realization of a person in business behavior, for example, for a manager, can be expressed in the ability to conduct any business negotiations in the most rational way, achieve what is planned in compliance with all established ethical procedures and at the same time make the most favorable impression on partners, thereby forming your own image and the company of which he is a representative.
In addition, the creative self-realization of the individual in business behavior at the enterprise can help diagnose the individual, his intellect, as well as interpersonal relationships in the team. For this, popular psychodiagnostic methods are widely used, which have undergone mass approbation and have proven their practical value. In any working group, it is important to be able to assess the inclinations and interests of communication partners, their personal characteristics, and finally, the degree of their compliance with the social role they claim.
Naturally, the highest demands are placed on mental organization, personal qualities and the intellect of the person who is the leader. A modern leader must have an elementary socio-psychological culture and be able to diagnose not only personal characteristics, but also collective ones, for example, such as an increase in the level of conflict, change and formation of public opinion, and many others. It is psychodiagnostics that will allow us to analyze and find a constructive approach to solving such problems as psychological climate in the team, mood dynamics, confrontation of leaders. Inclusion modern man into complex social dependencies is dictated by the urgent need for each member of the working group in the psychodiagnostics of their condition, their capabilities and prospects for their activities.
But with all this, we must not forget that any person needs support for creative realization, or at least the absence of interference, and this, in turn, allows us to move on to the second topic of the essay.
2 . The interaction of the individual and the collective of modernenterprises
The basis of the success of any modern collective activity is the relationship of cooperation and mutual assistance as opposed to conflict and confrontation. Behavior that focuses on the joint activity of the individual and the team presupposes the existence of certain prerequisites. As conditions for the formation of cooperative interdependence, the following are distinguished:
* Freedom and openness of information exchange;
* Mutual support of actions, belief in their justification;
* Trust, friendliness in the relationship of the parties.
In turn, the mutual trust of the parties is facilitated by: the presence of neutral persons that facilitate mutual success; the opportunity to obtain preliminary information about the actions of another; personal characteristics of the participants in the interaction and their role in the team.
The psychology of a group is a set of certain socio-psychological phenomena that arise in the process of its formation and functioning on the basis of the formation of internal ties in the team, forms and methods of mutual satisfaction of the needs of its members. This also includes the moral and psychological climate, methods of communication, public opinion and mood, customs and traditions, the problem of leadership, the nature of intra-group conflicts, etc.
There are 5 types of relationships within teams that differ significantly in terms of the moral and psychological climate.
1. Non-intervention: a low level of managerial concern for production and people. The leader does a lot himself, does not delegate his functions, does not strive for serious achievements. The main thing for him is to keep his position.
2. Warm company: a high level of care for people, the desire to establish friendly relations, a pleasant atmosphere, a work pace that is convenient for employees. At the same time, the manager is not particularly interested in whether concrete and sustainable results will be achieved with all this.
3. Task: the attention of the manager is completely focused on solving production problems. The human factor is either underestimated or simply ignored.
4. The golden mean: the leader in his activities strives to optimally combine the interests of the business and the interests of the staff, he does not require too much from employees, but he does not engage in connivance either.
5. Team: the most preferred type of relationship in the working group. The leader strives to take into account the interests of production and the interests of the team, to unite efficiency and humanity at all levels of relations.
No less interesting studies of the dynamics of interpersonal relations in the "supervisor - subordinate" system, proposed by two Americans - Hersey and Blanchard. Within this approach, it is assumed that the degree of leadership of the employee and his emotional support by the most closely is related to the level of his professional maturity, i.e. as professionalism grows, the leader manages less and more supports the employee, instilling in him confidence in his abilities. At the same time, with the achievement of an average level of maturity and above, the leader not only manages less, but also less emotionally supports him, since such a subordinate is already able to control himself, and in this situation, the reduction in guardianship is regarded as trust on the part of the boss.
The resulting group cohesion can be positive, negative, or conformist. In the first case, the first group perceives the best business and moral qualities of its members, people are proud of their belonging to this team, the problems that arise are solved in a businesslike, initiative and creative way, which also gives great chances for creative self-realization. In the second case most of the energy of the team is spent on participating in conflicts between various groups, informal and formal leaders, clarifying relations with other units. Production problems seem to fade into the background. The conformist orientation is characterized by a purely external ostentatious interest of workers in the results of their labor activity, indifference to collective efforts. The sphere of interests of employees is outside the working group: social and political activities, family, personal problems, etc.
Summing up what has been said, we can say that the effectiveness of the work of the team, its ability to solve the assigned tasks largely depends on the moral and psychological climate, as well as on the “mood” of employees prevailing in the group, which, other things being equal, is due, firstly, to the qualitative composition personnel and, secondly, the peculiarities of informal relations between the leader and the subordinate, the individual and the team.
Let's dwell on these problems in more detail. Scientific research and generalization of practical work experience indicate that the most productive are working groups consisting of persons different ages, sex and temperament. Young workers perceive new things better, they are more energetic, but sometimes they are arrogant, not inclined to compromise. The elderly, on the contrary, are quite conservative, but have life experience, are not prone to adventures, are able to make more informed decisions, as a rule, avoid conflict situations. Further, purely female and purely male teams have specific shortcomings: petty squabbles occur more often in female teams, there are more losses of working time in connection with the systematic discussion of everyday problems, etc., while in some male teams foul language flourishes during working hours. and bad habits. In other words, the joint work of people of different sexes, as it were, pulls up employees, increases self-discipline, exactingness towards oneself. It is equally important to have individuals with different temperaments in the group, since each of them, as we have already found out, has its own advantages and disadvantages.
Respect for the dignity of others is fundamental. The moral and psychological basis of this principle is the axiom social psychology, according to which no person feels comfortable enough without positive self-esteem. Consequently, the leader is obliged to see in each subordinate not a position, but a personality, to show benevolence and tolerance, to respect his personal life, but at the same time to avoid advice in this area. It is advisable to always remember that “a strong person never humiliates” and, therefore, it is unacceptable to raise your voice at your employee, to hang labels like “lazy”, “loafer”, “stupid”, etc.
If a subordinate made a mistake or committed a misconduct, he, as a rule, understands his guilt and adequately perceives the punishment, but if the boss hurts his vanity with all this, he will not forgive it. Therefore, when analyzing a situation, it is necessary to separate a person and an act: to criticize specific actions, and not the personality of the offender.
It is important to remember that only those leaders are respected who praise in front of everyone, but speak out in private; never complain about their employees and, if necessary, take their blame upon themselves; promptly and openly admit their mistakes. Despite personal likes and dislikes, the leader is obliged to make the same demands on all subordinates, to treat everyone equally, not to single out anyone; in front of strangers, address their employees by name and patronymic, regardless of their age. It is unacceptable to read notations and teach staff if the manager himself does not comply with this requirement: only the personal example of the leader has educational value.
A typical mistake of young leaders is the desire to become "one's own"
3. Ethics of affairsnew communication. Key Concepts
Business communication is a necessary part human life, the most important type of relationship with other people. The eternal and one of the main regulators of these relations is the ethical norms, in which our ideas are expressed, about good and evil, justice and injustice, the rightness or wrongness of people's actions. Depending on how a person understands moral norms, what content he invests in them, he can both facilitate business communication for himself, and make this communication difficult or even impossible.
Ethics- the doctrine of morality, morality.
Morality is a system of ethical values that are recognized by a person.
Morality - the most important way normative regulation of social relations, communication and behavior of people in a variety of public life. Moral norms get their ideological expression in general ideas, commandments, principles of how one should behave. Morality always presupposes the presence of a certain moral ideal, a model for imitation. At the same time, in morality, what is due does not always coincide with what is. Moreover, throughout the development of moral consciousness, the inner core and structure of its change is "a contradictory-tense correlation between the concepts of what is and what should be."
Communication- the process of interaction of public subjects: social groups, communities or individuals, in which there is an exchange of information, experience, abilities and results of activities. The specificity of business communication is due to the fact that it arises on the basis of and about a certain type of activity related to the production of a product or business effect. Like any kind of communication, business communication has a historical character, it manifests itself at different levels of the social system and in various forms. Its distinguishing feature is that it does not have a self-owning purpose, is not an end in itself, but serves as a means to achieve any other goals. In the conditions of market relations, this is, first of all, obtaining the maximum profit.
Conclusion
The ethics of business communication should be taken into account in its various manifestations: in relations between the enterprise and social environment; between enterprises; within the same enterprise. Between the parties of this or that type of business communication there is a specificity. The task is to formulate such principles of business communication that not only correspond to each type of business communication, but also do not contradict the general moral principles of people's behavior. At the same time, they should serve as a reliable tool for coordinating the activities of people involved in business communication.
With regard to business communication, the basic ethical principle can be formulated as follows: in business communication, when deciding which values should be preferred in this situation, act in such a way that the maxim of your will is compatible with the moral values of other parties participating in communication, and allows coordination of interests of all parties. Thus, the basis of the ethics of business communication should be coordination, and, if possible, harmonization of interests. Naturally, if it is carried out by ethical means and in the name of morally justified goals. Therefore, business communication must be constantly checked by ethical reflection, justifying the motives for entering into it. At the same time, make ethical right choice and make an individual decision, often it is not at all an easy task. Market relations provide freedom of choice, but at the same time increase the number of solutions, give rise to a set of moral dilemmas that await business people at every step in the course of their activities and communication.
List of used literature
1. Bern E. Games that people play. People who play games: Per. from English. - M., 1988.
2. Woodcock M., Francis D. Liberated manager. For the leader of the practice: Per. from English. - M., 1991.
3. Golovakha E.I., Panina N.V. Psychology of human mutual understanding. - 1989.
4. Druzhinina G.A., Chaika G.L. Ways of formation of professional qualities of a lecturer. Lecture propaganda: questions of theory, organization and methodology. - K., 1989.
5. Carnegie D. How to win friends and influence people: Per. from English. - M., 1989.
6. Koneva E.V. Psychology of communication: Proc. allowance. - Yaroslavl, 1992.
7. Labunskaya V.A. non-verbal behavior. - Rostov, 1986.
9. Leontiev A.A. Psychology of communication. - M., 1997.
10. Psychology and ethics of business communication / Ed. V. N. Lavrinenko. - M., 1997.
11. Shchekin G.V. Practical psychology management. How to make a career How to build an organization.-- K., 1994.
Ethics and psychology of business communication
The culture of human behavior, including a business person, is an integral part of the culture human society. It is based on the prevailing morality in society, which determines the norms of human behavior. Morality is one of the forms of social consciousness.
Each member of society, the labor collective must comply with the current norms of behavior, which are based on the principle: respect and reckon with society and behave the way you want others to behave with you.
“Everything should be beautiful in a person: the face, and clothes, and the soul, and thoughts ... often I see a beautiful face and such clothes that my head is spinning with delight, but the soul and thoughts - my God!
In a beautiful shell sometimes hides a soul so black that you can’t rub it with any whitewash.
The inner world of a person, his intellect, mind and feelings are reflected in his appearance, eyes, facial features, as well as in posture and behavior. rich inner world corresponds to a high culture of behavior.
Speaking about the culture of behavior, one cannot ignore some of the character traits on which human behavior depends. Generally accepted rules act in this case only as a disciplinary factor. This is tact, modesty, self-esteem, self-education.
So, the purpose of the work is to reveal the qualities of a business person, to study their formation, as well as the mechanism for implementing ethical standards of human behavior in the field of business relations. To study the essence of such an important feature of a business person as communication skills. The tasks are: the study of the rules of conduct for a business person in different situations, a study of the main features inherent in a modern business person.
The norms of etiquette are reduced to the basic rule everywhere and in everything to respect society as a whole and each of its members individually. The rule is very simple: treat others the way you want to be treated.
Alas! - in the daily practice of human relations, this rule is not always carried out and not by everyone. Of course, each era has its own style, its own rules of conduct, but there are universal human values. It is impossible to list even the basic norms of etiquette in all life situations, but knowledge general rules behavior, external culture is necessary for every educated person.
Compliance with these rules is a manifestation of the general culture of a person! The great interest in the problems of etiquette today is evidenced by books devoted to this issue, numerous publications on the pages of newspapers and magazines - Russian and foreign. The rules of etiquette are very specific, they give tactical recommendations for behavior in a variety of life situations. They will always help answer the question:
How to behave?
In the process of historical development - from primitive man to man atomic age- developed new forms, new shades of communication.
Some not very serious authors try to make the reader believe that the manner of removing a hat, holding out a hand to each other or bowing appeared during European chivalry (hence, in their opinion, “chivalrous behavior”) as a sign of a “precautionary” attitude of knights towards their subjects or defeated by them in battle.
Of course, it happened that medieval helmet wearers, putting themselves at the mercy of the winner, took off their headdress as a sign of their defeat. It is also probable that the same knights, if the forces were equal, as a sign of readiness for negotiations, extended their right hand to each other, in which they usually held a sword, and the handshake lasted until they came to a decision that suited both parties.
And yet, the origin of forms of polite address, for example, the bow common to our day, which at the time of the notorious chivalry symbolized complete surrender to the enemy, from a scientific point of view, cannot be explained only by references to the predatory, warlike mores of those times. Against! Numerous legends from the history of mankind indicate that the origin of these forms was based on needs much deeper than the desire to keep up appearances during a duel.
Although these forms of communication find their most striking expression in the warrior rituals of knights and other warriors, these forms have their roots in ordinary human relationships. Mutual respect, friendliness, the need for a kind, in the full sense of the word, human attitude towards each other have determined at all times and still determine today the forms of communication between people.
Where, then, should one look for the true source of the norms of people's behavior in society and in communication with each other? What motivates them to move about in this way and not otherwise, to dress in this way and not otherwise, to adorn themselves in order to please each other?
They claim that educated person A well-versed in politics, literature, music and art, a good successful specialist who knows how to appreciate people, it is not at all necessary to reckon with whether a person enters a room with or without a hat, he extends his hand first or waits for it to be served to him.
And yet, the rules of conduct that were formed in the course of human history are practically substantiated. Their expediency depended (and still depends) on the question qui bene, quiprodest? - in whose favor, who benefits? During the long development of mankind, many rules have changed, supplemented, many have disappeared altogether, while some have been preserved and preserved traditionally, unchanged for centuries, and perhaps millennia.
The rules of courtesy forbid us to make noise, disturb and annoy others. Politeness requires self-control in words and deeds.
Traditions never keep pace with the development of culture, so peoples with a high culture may have some outdated customs.
Despite the fact that the rules of decency are not always uniform, sometimes conditional and relative, their observance is necessary, as this prevents misunderstandings between people and makes communication more pleasant.
Among the rules of courtesy that exist in our society, there are mandatory ones, observed in the interests of society, and optional ones, which, in fact, have outlived their time, but do not bring harm.
The latter include kissing a hand, walking a man on left hand women, raising the headgear and others, in which everyone can act at their own discretion, sense of tact and taste.
There is nothing more senseless than to raise the rules of politeness into a dogma, for which it would be necessary to sacrifice personal noble feelings, good taste, natural comforts and reasonable well-being that does not interfere with anyone. Our society should be characterized by courtesy, arising from cordiality and goodwill. As I. W. Goethe said, “there is a courtesy that comes from the heart, which is akin to love. From it, a cozy courtesy of external treatment is formed.
However, such courtesy and rules of conduct, which remain etiquette and are limited only to good manners (it would be more correct to call them mannerisms), are not enough for us.
Rules of conduct must be observed meaningfully, depending on the situation, place and time. For example, it is usually not customary to shout and gesticulate loudly on the street because it disturbs people. If someone is in danger of getting hit by a car, then even the most shout and a sweeping gesture. We must become accustomed to the rules of conduct, and the sooner this happens, the more naturally and directly we will fulfill them.
Politeness and observance of the rules of decency should be based on responsibility, ease, but in no case on pretense and false shame.
Speaking about the culture of behavior, one cannot ignore some of the character traits on which human behavior depends. Generally accepted rules act in this case only as a disciplinary factor.
This is the ability to behave in different situations not only in accordance with the general rules of conduct, but also in such a way as to satisfy aesthetic and ethical requirements.
In life, each of us met people with whom it is pleasant to communicate, but there are also those who are unpleasant, unsympathetic to others. From childhood, we distinguish between attractive, less attractive and simply antipathetic people, uncles and aunts, boys, girls, classmates and other persons. Let us ask ourselves the question: what is the reason for such a different attitude? What to do to win the favor of others, which, after all, is important for ourselves?
The answer to this is simple, if only to say that people are judged by their behavior in society. It should, however, be emphasized that purely outward graceful behavior is unnatural and insufficient if there is no inner conviction, firmness of character, and moral principles. It happens, of course, that a superficial person makes a good impression at first glance, but then his gloss quickly loses its value in the eyes of other people.
The one who behaves according to the written and unwritten rules of ethics always makes an excellent impression, and everyone is happy to deal with him. Good manners should be a manifestation of a person's inner attitude towards others, a manifestation of attention and respect for others. It is useful to recall that our judgment of people also depends on how we behave ourselves.
We have a right to expect a kind attitude from them, if only we ourselves are polite, affable and respectful. If our behavior meets the above requirements, is based on good habits and corresponds to the generally accepted forms of communication between people, we will be considered well-mannered, cultured people.
Actual tact is a sense of proportion that tells a person what is suitable and what is not suitable under given circumstances, what can be said or done and in what form, and what should not be said or done. Tact cannot be a purely external, superficial manifestation. He is prompted by the culture of a person, his sensitivity, the ability to approach someone in such a way as not to offend, not to irritate, not to touch sore spots, to try to help, to get out of a difficult situation.
Personal modesty plays a big role in the ability to behave tactfully. But egocentric people tend to draw attention to themselves, squeeze everywhere forward. To this end, they, without hesitation, condemn, belittle and denigrate everything and everyone, without even having sufficient grounds for it. They praise themselves and think that no one else can surpass them in anything. They are able to abuse their - often fictitious - superiority, use their position in the service, their connections, without any regard for other people.
When a person who is not distinguished by modesty and who seeks to put his own person forward is unable to follow the conversation, he often - in order not to be forced to remain silent - tries to translate it into his favorite topic. A modest person does not announce his merits and merits, does not flaunt his education, talents and other qualities.
A particularly repulsive impression is made by people who boast of their wealth, famous ancestors, acquaintance with influential people. But what can I say if a person of higher social or official position, a prominent artist, a major worker or an innovator who has received an award, behaves arrogantly towards others, demands special privileges for himself and does not recognize anyone but himself? This, too, is immodest and tactless. Such people become unpleasant in society, they cease to be respected. Everyone feels that they lack tact, inner sensitivity, which are so necessary when communicating with people.
Of course, it is impossible to simply “learn” tact - it is acquired not only under the influence of the environment and upbringing, but also the character of a given person - but it is certainly possible to develop it.
Tact is clearly shown in the manner of speaking. Often, by one choice of the topic of conversation, one can draw a conclusion about subtle tact or, conversely, about the tactlessness of the interlocutor. A tactful person is keenly interested in everything that others are talking about, he himself talks freely, without painfully looking for topics that might interest others. It is tactless if a person refuses to talk about a topic without any explanation or under the simple pretext that he does not understand it or something like that. Out of a sense of delicacy, one should not conduct conversations that can evoke painful memories in listeners or unpleasantly hurt them, for example, one should not talk about accidents and illnesses in patients, make inappropriate jokes in society, make fun of those present, and even more so, slander those who are absent and that similar.
A person who has some kind of physical defect should always be treated with purely tact, avoiding everything that could remind him of his defect, inconspicuously help him both in society and at work.
Each person has his own specific interests, his own "horse". He should not be reproached for this and, as far as possible, should not be treated with complete inattention, unless, of course, these interests harm those around him and the whole society. What seems trifling to us can seriously offend another - take this into account and do not offend a person in vain. To say, for example, that someone occupies a lower position, to laugh at his qualities or intentions, to condemn his hobbies and the like, would be an unforgivable mistake.
Based on cordiality, tact involves a person's understanding of everything that can bring trouble, pain or joy to another, and the ability to understand the needs and experiences of another. A tactful person tries to prevent situations that create embarrassment. If the rules of politeness can be mechanically learned and can become a good habit, then tact requires more. To develop a sense of tact, you need to mentally put yourself in the place of another person more often.
Tact requires a person to refrain from interfering in other people's affairs where it does not threaten society, himself or anyone else.
A person must also develop a critical principle, primarily in relation to himself.
The purpose of criticism is to eliminate the shortcomings existing in society. In striving for this, criticism must be objective - this is the only way to achieve the goal. Before judging people and their behavior, you need to be able to be critical of yourself. Often, the critic does not realize that he also has certain shortcomings that he condemns. Often people, actions or situations are criticized too lightly, without taking into account the reasons that caused this or that phenomenon. Such criticism can only exacerbate the shortcomings. Criticism must be objective.
Tactlessness in communication with others is sometimes expressed in violation of the prescribed distance, the limits of which are determined between people, age, social status and specific circumstances (environment, situation and time). Familiarity and arrogance are polar manifestations of the same tactlessness.
Tact, guided by feelings and reason, is manifested both in deeds and in words. A tactful person moves and behaves inconspicuously, without disturbing or annoying anyone. He does not emphasize his superiority or social position. He is not pompous and not cheeky, adapts to any situation, always considers others and the situation.
A tactful person does not show his dislike for people and does not show excessive sympathy, which can embarrass others.
Curiosity that can offend others is tactlessness. Tact makes certain things to speak allegorically, especially in the presence of children and adolescents. Tact can be developed. It already depends on the person.
Tact is associated with modesty. Being humble means being demanding and self-critical about yourself, your abilities, and your behavior. Academician Pavlov wrote in his letter to the youth: “Never think that you already know everything. And no matter how highly they evaluate you, always have the courage to say to yourself: I am an ignoramus.
And yet there are people who lack modesty. A modest person knows that his personal merit is not as important as the success of the team. He does not expose his "I", his real or imaginary abilities, his superiority over others. A modest person never imposes his views and will, he is looking for ways to convince and only in this way achieves his goal. He is fundamentally concerned with the shortcomings of others and at the same time spares their feelings, thereby showing tact. When praising, he does not flatter and treats praise without coquetry.
Modesty cannot be equated with shyness. A shy person tends to underestimate himself. When communicating with such a person, you need to make him feel that his abilities and skills are trusted and appreciated. An encouraging and friendly word gives a shy person confidence and strength. Modesty is associated with naturalness.
Being natural means being who you are. This requires honesty and truthfulness. There is nothing more vulgar than hypocrisy, antics and pretense.
A person with impeccable manners, regardless of age, is natural and easy to communicate with others, in conversation, in demeanor and dress.
To be yourself, to be natural in behavior, to have a sense of proportion - this is the real beauty, this is good taste.
We must not forget: the higher the culture of a person, the more natural, simpler and more modest he himself, his behavior and attitude towards others.
Next to modesty and naturalness, there should be self-respect, self-esteem, which makes a person believe in his own strength, and does not allow him to feel useless, superfluous.
Personal dignity and a sense of honor do not allow a person to be dishonest, humiliated or tolerate insults. A person with a developed sense of self-worth does not offend others. He is never vulgar either in deeds or in words, he is always calm, balanced.
A self-respecting person will not allow others to behave obscenely in his presence, speak obscenely or raise his voice.
He doesn't make flippant promises he can't keep. He knows that this word must be kept. “Having given the word, hold on, and not having given it, be strong,” our forefathers said. (Of course, it may happen that the word is broken for reasons beyond our control, such as illness, accident, sudden departure or urgent assignment, etc.).
If a person fails to warn about this, he should apologize at the first opportunity.
A person with self-respect values trust. Abusing the trust of a team or an individual borders on meanness.
Self-education is the way to the formation of character, the conscious development of valuable human qualities in oneself. Man is the only system that is able to regulate itself over a wide range, that is, to improve itself.
Self-education should be caused by the desire to be useful to society, to be a worthy member of the labor collective.
Moral self-education gives a person purposefulness, helps him to correctly relate to every social phenomenon, correctly resolve all issues and determines his social and personal behavior. Self-education promotes communication between people, thereby bringing benefits to both the individual and the team.
Self-education involves self-criticism and courage in realizing one's mistakes. Without overcoming shortcomings and education positive traits character self-education is unthinkable.
It is important that when working in a team between its members, cooperation is established, mutual trust is established and a sense of common responsibility for the results of work is developed.
An important role in creating a friendly team is played by a manager - he must be able to win and maintain authority.
No one will achieve the respect of employees, recognition of his authority, if he begins to order, arrogantly emphasizing his superiority, shouting at his subordinates, reasoning in a commanding tone with great aplomb and an impregnable air.
Carefully monitoring the performance of tasks, the manager is obliged to treat all employees equally, not to single out those with whom he is on friendly terms, not to provide them with special privileges. He must show himself very tactful in checking the execution of orders, so that both his commendable and critical remarks serve as an impetus for improvement of work, without arousing in any employee a feeling of bitterness or the assumption that he was unfair.
It never hurts to praise someone for good work in front of the whole team, but publicly reprimanding should be very deliberate and only in exceptional cases. It is usually better to point out to a subordinate about his mistakes in private or in the circle of closest employees. A reprimand before the whole team is done only for especially important circumstances and so that it does not lead to undesirable results.
People are much more accessible to a kind word, sincere advice. A worker who has made a mistake is often better affected by a benevolent remark, a sympathetic reproach, than a severe censure.
A prudent boss allows himself to be pointed out his mistakes, criticized, and encourages the initiative of his subordinates.
Relationships between colleagues should be friendly. Everyone should conscientiously perform their duties, admit their mistakes and sincerely apologize for them. Only a spineless person is capable of throwing responsibility for his mistakes on someone else. After all, with a thorough examination of the shortcomings, the work team, in the end, will find out who did not fulfill their duties in good faith.
Mutual understanding and comradely relations between the manager and other members of the team is an important condition for fruitful work. Usually, people are clearly aware that much depends on a friendly atmosphere at work, and they try to work conscientiously in order to maintain the good name of the whole team.
It happens less and less often that an employee treats his boss badly just because he has been working at this enterprise longer, has a deeper understanding (or thinks that this is so) of the problems of the enterprise, or is much older than him in age.
An employee occupying a lower official position should not happen that even in this case he is obliged to follow the orders of a managerial employee and be polite.
It happens that a subordinate and a boss have long spoken to each other in you. However, it is desirable that at work they, like the rest, use the official address corresponding to the title.
It is not good to brag about acquaintances with high-ranking officials, to talk a lot about personal successes, but it is also not good to kowtow to superiors, and a leading worker cannot demand such an attitude.
When the boss enters the room where they work, the employee should immediately offer him a chair. The boss is seated at the table in a place of honor, and if there is none, then one of the employees should give him his place.
Coming to the chief's room, the employee should not sit down without an invitation. If an important visitor enters the boss's room, then the employee who is there should immediately get up and say hello, may ask his boss for permission to leave in order to return after the visitor leaves.
All subordinates - if they are well educated - give preference to their boss outside of working hours, for example, when he gets into a car , enters a public place, etc. This is not done only when the boss himself invites his employee to come forward.
Impeccable and correct behavior, comradely relations are required from all employees, wherever they serve.
Institutions are called upon to serve people, protect their interests, take care of their needs. Unfortunately, there is a lot of disagreement between employees in institutions and visitors. Sometimes people demand from employees of the administrative apparatus to process cases that are not within their competence, sometimes it happens the other way around - the employees of the institution do not understand their official duties and the simple fact that good will can greatly help to quickly eliminate various misunderstandings.
It can be very unpleasant to wait a long time until the case with some of your petitions is resolved - a lot of time is wasted. In such cases, the work of an employee of the administrative apparatus is strictly judged. It happens, of course, that an employee is attacked in vain, without even giving the opportunity to explain what the matter is.
Sociability - (from late Latin communicabilis - connected, communicating). These are compatibility (the ability to work together), the ability to communicate, sociability.
In the work of any person, a specialist, for his successful activity, the ability to communicate and negotiate is necessary.
Too fast speech is difficult to follow, from too slow the interlocutor becomes impatient. Every spoken word, syllable and sound should sound clear.
A cutesy conversation is ugly and transparent in its mannerisms, in which, for example, they try to stretch the “foreign” vowels, pronounce words through the nose, etc.
All speech defects that do not depend on organic defects (and sometimes even such ones) can be corrected by diligent exercise.
As for foreign words, they can be used only when you know their correct meaning and pronunciation.
The lexical stock and the grammatical structure of the language do not yet determine the nature of the conversation. His tone is also important. The tone of the conversation reflects shades of emotional and volitional influence.
Conclusion
It is no secret that there are still many people who are ironic not only about the rules of conduct themselves, but also about those who observe them, considering these people victims of prejudice.
During the long development of mankind, many rules have changed, supplemented, many have disappeared altogether, while some have been preserved and preserved traditionally, unchanged for centuries, and perhaps millennia.
Various social formations corresponded and various forms communication between people who united in a set of rules of conduct, in its own way reflecting social order, worldview and class strife.
Man has always striven for beauty and order, and therefore the common people have developed their own unwritten customs and rules of conduct, passed down from generation to generation, reflecting beautiful folk traditions. It is human nature to strive for everything good, beautiful.
The morality of our society provides for truly human relations between people: equality, mutual respect and concern for others. These requirements form the basis of the rules of conduct.
Different nations have different customs. Differences are due to historical and other factors. Therefore, we should not impose the customs of one people on another. While respecting the people, we must also respect their traditions. Traditions never keep pace with the development of culture, so peoples with a high culture may have some outdated customs.
Despite the fact that the rules of decency are not always uniform, sometimes conditional and relative, their observance is necessary, as this prevents misunderstandings between people and makes communication more pleasant. Sociability - (from late Latin communicabilis - connected, communicating). In the work of any person, a specialist, for his successful activity, the ability to communicate and negotiate is necessary.
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Psychology and ethics of business communication is one of the parts of the complex psychological sciences because it is based on the principles and main categories developed by general psychology. Its demand is caused by the main function modern leader: permission psychological problems in a team in the process of communication, both with colleagues and with subordinates, superiors. At present, universities have introduced academic discipline"Psychology and ethics of business communication", which is of an applied nature. Its goal is to promote the formation of appropriate moral and psychological qualities as important conditions in daily activities as well as human behavior.
The psychology and ethics of business communication are taken into account between enterprises, in relation between the social environment and the enterprise, within one enterprise - between subordinates and the manager, between people of the same status. There is a specificity between the parties different types business communication. Their task is to formulate the principles of business communication that correspond to all types of business communication, but do not contradict the moral general principles of human behavior. At the same time, they act as a reliable tool in coordinating the activities of individuals involved in business communication.
The principle of the ethics of business communication lies in the imperative of I. Kant: "act in such a way that the maximum of your will has the force of the principle of universal legislation." Regarding the psychology and ethics of business communication, this principle is formulated as follows: business communication is built on the maximum will of the individual, which must be compatible with the moral values of other individuals participating in communication, and included the coordination of the interests of all parties involved.
Therefore, the psychology and ethics of business communication include coordination, and, if possible, also harmonization of interests. Of course, if it happens through ethical means, and also in the name of justified moral goals. It is often quite difficult to make the right ethical choice, as well as to make an individual decision. Market relations provide freedom of choice, but at the same time they also increase the options for decisions and give rise to complexes of moral dilemmas that await business people everywhere in the process of their communication and activities.
The problem and difficulty in choosing a moral position regarding communication lies in the understanding that there is no morality in morality. absolute truth, as well as the highest judge among individuals. When it comes to the ethical failings of others, one should not turn "moral flies" into "moral elephants." And when it comes to your own mistakes, you should do the opposite. In morality, it is necessary to praise others and make claims only to yourself. After all, the moral attitude of those around us directly depends on ourselves. When it comes to the approval of moral norms, then, first of all, the main imperative of behavior is “start with yourself”.
It should be noted that the main rule in the psychology and ethics of business communication is to always treat people the way you would like to be treated.
The negative form of the wording of Confucius - do not do to others what you do not wish for yourself. This rule in psychology is also applied to business communication, however, relatively certain types: (head-subordinate) - "top-down"; (subordinate-manager) - "bottom-up", (employee-employee) - horizontally" needs to be specified.
Psychology and ethics of business communication "top-down" includes Golden Rule ethics, which says: "treat your subordinate as you would like to be treated by a leader." The success and art of business communication are determined by the principles and ethical standards that the leader applies to his subordinates. Principles and norms include acceptable ethical (in the service) behavior. These norms relate, first of all, to the basis on which orders are made in the management process, as well as how the service discipline is expressed, which determines business communication.
Lack of compliance with the psychology and ethics of business communication between subordinates and the leader leads to discomfort in the team, as well as moral insecurity. Since the attitude of the leader to subordinates directly affects the nature of business communication and is often responsible for the moral and psychological climate in the team.
The psychology and ethics of business communication form moral standards, as well as patterns of behavior. In order to unite the organization and endow it with high moral standards of communication, it is important to attach the team to the goals of the organization. will feel psychologically and morally comfortable when his identification with the collective is realized. At the same time, each person wants to remain an individual, wants to be respected the way he is. If difficulties and problems arise that are associated with irresponsibility, the manager should find out their causes.
If the problem is ignorance, then endlessly reproaching the subordinate for weaknesses and shortcomings is not worth it. Better think about how to help him overcome them, relying on his strengths. If the employee does not comply with your order, you need to let him know that you know this, otherwise he will decide that he tricked you. If the manager does not make a corresponding remark to the subordinate, it means that he does not fulfill his direct duties and therefore acts unethically. It is important to make a remark to the employee on all ethical standards. For this purpose, all information on a particular case is collected and the correct form of communication is selected. First, give the employee an opportunity to explain the reason for the task not done, perhaps he will name facts unknown to you. Make all your comments one on one - it is very important to respect the dignity, as well as the feelings of the subordinate. Criticize the actions and actions, not the personality of the person. When appropriate, use the following technique: hide criticism between compliments. Always end the conversation on a friendly note and take the time to show the person that you don't hold a grudge against them. Do not advise subordinates in personal matters. If the advice does not help, all responsibility will fall on you. Treat subordinates as all equal members of the team, without acquiring favorites. Do not let subordinates notice that you are not in control of the situation. This is very important to maintain respect. Adhere to the principle of distributive justice: we give rewards for merit. Encourage the team, even if the success is achieved by the leader himself. Strengthen the subordinate's self-esteem. A job well done deserves both material and moral encouragement. Praise your employees. Those privileges that you use should also apply to all members of the team. Trust subordinates, recognizing own mistakes because team members will still know about them. Hiding mistakes is dishonesty and weakness. Protect your employees and be loyal to them, and they, in turn, will respond in the same way in the future.
When choosing the right form of order, consider the following factors:
- the situation, as well as the availability of time for nuances;
- the personality of the subordinate: a conscientious, skilled worker or one who needs to be pushed.
The forms of the order can be: request, order, “volunteer”, question.
The command is often used in emergency and relatively unscrupulous employees.
The request is used in an ordinary situation and if the relationship "leader - subordinates" is based on goodwill and trust.
The question is used if there is a need to discuss, as well as to push the employee to do a better job or to take the initiative.
"Volunteer" is suitable for a situation where there are no people willing to do the work, but it must be done. Often the volunteer hopes that his initiative will be appreciated accordingly.
The psychology and ethics of bottom-up business communication include the following ethical rule: your attitude towards your manager should be the way you would like your subordinates to treat you.
It is very important to know how to address and treat your supervisor. Using ethical standards, you can attract a leader to your side or make him your ally, or you can turn him against yourself, while making him your ill-wisher.
Here are some ethical norms, as well as principles that are used in communication with the leader. Try to help the leader create a friendly atmosphere in the team, strengthen fair relations. Your leader needs this in the very first place. Do not impose a personal point of view on the leader, do not command him. Make comments and suggestions only politely and tactfully. If something is foreseen or has already happened in the team, then this should be reported to the leader. In case of trouble, you should help in facilitating the way out of this situation by offering your own solution. Do not speak to your boss only in a categorical tone, do not always say “yes” or “no”. An assenting subordinate gives the impression of a flatterer, and a person who says no is an irritant. Be reliable and loyal, but don't be a sycophant. Have your principles as well as character. A person who does not have a stable character and firm principles does not inspire confidence. Do not seek advice, help, offer "over the head" directly to the leader of your leader. Exceptions are emergency cases.
Psychology and ethics of business communication "horizontally". General principle communication says: treat your colleague the way you would like to be treated. Principles of business communication ethics:
- try to achieve a clear division of responsibilities and rights in the performance of common work;
- do not demand special privileges or special relationship by another employee;
- be responsible for your work yourself, and do not shift the blame on employees;
- discard gossip in communication and prejudice;
- call by name your interlocutors and try to do it more often.
Be friendly, smile, use a variety of means and techniques to show good relations to the interlocutor. Don't forget: what you sow is what you reap. Make the promises you can keep. Do not exaggerate business opportunities and your importance. Don't mess with your employees. Do not ask at work about personal matters. Try not to listen to yourself, but to the other. Do not try to seem smarter, better, more interesting than you really are. It will still come out anyway. Send impulses of your sympathy with a look, word, gesture and let the interlocutor understand that he is interested in you. Look and smile straight into your eyes. Treat employees as individuals to be respected in their own right, not as a means to personal ends.