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Norms of professional ethics in professional communication. The person who accepts the business card must read it. The partner's last name, to be sure of its correct pronunciation, is pronounced aloud. Service ethics and etiquette

20.09.2019

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 on 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. external behavior, the totality of which is denoted by the concept of "etiquette".

However, the unwritten rules themselves, regulating the external manifestations of human relationships, cultivating the habit of coordinating one's actions with ideas of respect, benevolence and trust, were developed much earlier. They are conditioned by the needs of the survival and normal functioning of the social organism, the need to muffle the natural instincts inherent in each individual and oppose them with the rules of communication 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. “Icy” or “boorish” politeness has nothing to do with the true culture of a person. The rules of etiquette, observed only externally, allow a person, depending on the circumstances and individual traits character easily retreat from them.

I. Service ethics

Service ethics is the broadest concept in the field of professional ethics. Service ethics is understood as the totality of the most general norms, rules and principles of human behavior in the sphere of his professional, industrial and official activity. 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. Man in his sphere labor activity should behave in such a way that there are as few interpersonal conflicts as possible, and that other people are 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 the subordinate is the recognition of the very right of the leader to give orders, which includes functional responsibilities 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 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.

II . The specifics of the formation of public service ethics

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

Public service is 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 origins of the formation of the state, so in the twentieth century. BC B.C. Ancient Sumer the first uprising took place 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 large role in the formation of the ethics of public service 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 shaping 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 administrative authority, therefore the ethics of the civil service includes all the basic elements of ethics and management culture (decision making, its preparation, implementation, anticipation of the consequences of decisions made, etc.). On the different levels public service volume of imperious --administrative powers is different. At the grassroots levels, the volume of these powers is small due to the strict centralization of the activities of the public service, ordinary workers perform executive functions, but, nevertheless, they have a certain set of powers.

Ethics of public service includes whole line elements of the ethics of ideologized systems: the requirement that the main personal qualities be subordinated 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 the goals set. In the civil service system, there have always been formal or informal ways to monitor the behavior of civil servants for compliance with their standards for 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 in conflict with 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 labor turnover;

Particular interest of certain 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, the key to the successful functioning of the 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 which the law would play such a big role. The law dominates in ensuring the morality of civil servants, the structure of the civil service, subordination, turnover cycles, a system of punishments, dismissals, 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 the civil servant occupies a subsidiary position.

The purpose of the 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 of moral consciousness; it, as it were, “adapts” already known principles, concepts to specific areas 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 initial concept of professional ethics is the concept of "professional duty", which fixes in sufficient detail official duties. 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, a clear conscience, the desire to follow the lofty ideal of truth, justice, goodness, and service to his fatherland.

Honor is not only a moral, but also a historical category. It is derived from 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.

Honor is also 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 may 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, to increase its wealth, good name and glory, respects the laws of the state, maintains public order, takes care of the elderly and children, and helps the weakly protected sections of citizens. Indeed, in the legal, democratic, welfare 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 service is especially clearly manifested in critical periods 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 related to 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 consists 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 to maintain a certain, sufficient high level morality. The professional honor and professional dignity of a civil servant will be expressed in decisions taken and various actions.

Professional morality for a civil servant includes the concept of "professional justice". Being fair is not 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, on the advice of superiors. 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 assessments of “us” and “them”, convenient and not convenient, destroy both the moral consciousness of the specialist himself and the moral and psychological climate of the team. Since communication with a specific person is most working hours 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 principle of humanism is the starting point for the professional ethics of a civil servant, i.e. respectful attitude to every human personality, understanding of its uniqueness, self-sufficient value. The principle of humanism opposes a purely utilitarian attitude towards the individual, considering it, mainly, as a means of achieving 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. This faith 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. Obviously, 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 mean between two extremes: between national arrogance and humiliation, currying favor with everything foreign. True patriotism includes a constructive attitude towards the achievements of other nations.

The basic concepts and principles of the 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, ability to lead, etc.);

performance discipline. This requirement is based on the fact that a person's life sometimes depends on a civil servant, since the official function of officials is to draw up 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 what is in the structure today professional activity officials increases the volume of communication. 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;

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 qualities of an official that are responsible for what opinion the population will have about the state.

At 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 should be presented to a civil servant both when entering the civil service and in the exercise of public service powers:

Commitment 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 defend the Constitution, federal laws and the laws of the subjects of the federation, never violate the provisions of the adopted oath of allegiance to the state and not waive the legitimate requirements for public office;

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 civil servant 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 for yourself and members of your family any benefits and advantages, while using your official powers;

Not to make any personal promises related to public service duties;

Never use any information obtained 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 current political figures;

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; balance of expressed judgments and accepted managerial decisions.

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 everything variety of forms of official communication.

In the public 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 official 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.

IV . Basic principles of civil servant etiquette

The basis of the etiquette of a civil servant is general principles 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 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. Creed of the principle of humanism: good relations are the key to fruitful cooperation, being 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 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 benevolence, courtesy and friendliness.

Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy morale in the team. psychological climate 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 official 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 civil servant. 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 civil servant 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 behavior and appearance institution employee. 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 motives 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 will receive from him business card with your left hand, try to present a gift - from the bottom of your heart - to an American civil servant, or, 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 behavior of employees in many situations. business communication. The very nature of personnel management in the civil 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 participative 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 management style in ethics business relations civil servants, the principle of parity is established, 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 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 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.

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 20th century. Problems arose with the entry of the world into the civilization of an industrial society and the transition to a post-industrial civilization. The countries of 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. Transformations not only accelerated, but compressed. Significantly complicated the situation and manifestation of global problems of mankind ( ecological 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 areas of change in traditional system public service:

Changes in the organizational side of the civil service:

The emergence of headquarters units (the presidential administration has sociological center). The emergence of the institution of advisers.

The emergence outside the 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 emerge in the 1970s.

The growth of global problems and the need to combine efforts to solve them has led to an accelerated process of creating a variety of international organizations and structures coordinating the activities of states on certain 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 spirit of the times.

Gradual transition of the civil service to 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 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 labor, and on the other hand, confronted in large detachments civil servants face completely new challenges, 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 the 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 of the tax base by small and medium-sized cities in developed countries when enterprises move to countries with developing economies and cheap labor; processes of de-federalization and decentralization of management in the public service system and municipal government and the formation of greater autonomy in the activities of local authorities; the stratification of society into ever smaller and significantly different in interests layers and groups of the population, which continues in the conditions of transition to a post-industrial civilization, etc.

LIST OF USED LITERATURE

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

2. Civil 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.

Ethics of public service.//Public service. Problems of professional ethics. Overseas experience. Reference bulletin. No. 2 (22), 98. - M .: Publishing house of the RAGS, 2005. - S. 22.

Ethics of public service.//Public service. Problems of professional ethics. Overseas experience. Reference bulletin. No. 2 (22), 98. - M .: Publishing house of the RAGS, 2005. - S. 31.

Nalbadian J.. The role of law in shaping the ethics of public service. -M.: Publishing House of the RAGS, 2007. S. 3-5.

1 Obolonsky A.V. / Public service. Tutorial. -M.: Delo, 2005. S. 30.

Baytov G. N. / Ethics and norms of service / St. Petersburg / "Piter", 2003, p. 9

Baytov G. N. / Ethics and norms of service / St. Petersburg / "Piter", 2003, p. 19

Public service: theory and organization. Lecture course. - Rostov-on-Don: "Phoenix", 2006 S. 159.

Service ethics of the head

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.

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.

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.

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.

Introduction………………………………………………………………………………………….3

1, Service Ethics…………..……………………………………………………………………4

2. Communication between the leader and subordinates…………………..……………………………...4

3. Communication between employees……………..………………………………………………7

Conclusion……………………………………………………………………………………..10

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".

WORK ETHICS

Discipline. The concretization of this concept occurs depending on the specifics and content of labor.

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.

COMMUNICATION OF THE MANAGER WITH THE SUBJECT

APPEAL. The style of communication between a leader and an employee (i.e., subordinate) depends on the general style of relations in the team. The manager, as a rule, should address employees by their first and middle names. Addressing by surname with the addition of the word "sir" is possible, but in our country it is not yet common. You should also not address subordinates by name, and even in an abbreviated version. From time immemorial, it has been customary in our country to respectfully call people by name and patronymic. This is our long tradition. By name, you can address the nearest employees if they are young and do not mind such familiar treatment.

In a business conversation, one must be able to answer any question. Even for the simplest, asked daily several times "How are you?", It is always necessary to remember a sense of proportion. Nothing to answer impolitely; muttering "normal" and passing by is also impolite, if not rude; indulge in long discussions about their affairs - pass for a bore. In such cases, business etiquette prescribes to answer something like the following:

"Thank you, it's fine", "Thank you, while it's a sin to complain", and in turn ask: "I hope that everything is fine with you?" Such answers are neutral, they reassure everyone, they follow the norms that have developed in Russia: "Do not jinx it when things are going well."

However, the Czechs, Slovaks, Poles and Yugoslavs to the question "How are you?" business etiquette is not forbidden to briefly talk about the difficulties, complain, for example, about the high cost. But they talk about it cheerfully, emphasizing that a business person overcomes difficulties - there are many of them in his business, but he knows how to cope with them, and is proud of it. And without difficulties and worries, only a loafer lives.

THE ABILITY TO LISTEN. The next important step. Ability to listen to your employees. It seems to many: what could be easier than being able to listen! But listening does not mean doing nothing. Listening, it is necessary to understand the meaning of not only what the interlocutor is talking about, but also to understand why he is saying this, what he wants from you, what he came to you with. What can you do for him? Do not rush to interrupt the interlocutor, let him talk.

But true business communication between a manager and his employees often does not occur for a number of reasons, the main of which is the presence of social, psychological and other barriers. We list the most characteristic of them:

Absence psychological compatibility manager and employee (separate character traits, behaviors of one do not like the other). The head (or, conversely, the employee) once in some situation allowed a disrespectful attitude. And this alienation continues to be a barrier in communication situations.

The leader or subordinate was previously insincere, and even worse, one committed a dishonest act towards the other. This creates a barrier to communication for a long time, and sometimes forever.

The interlocutors do not call each other by name and patronymic, but purely officially turn to "you".

The facial expression of one of the interlocutors is impassive, indifferent, and sometimes even boring in relation to everything that the other says.

One (manager or employee) considers the other incompetent, professionally unprepared.

One of the interlocutors lacks a sense of humor (one joked, while the other either did not understand this joke or took it as a personal insult).

The leader systematically seeks to show his superiority and thereby suppresses and even humiliates his employee.

Relations are too formal, official.

The leader in a communication situation is periodically distracted (on telephone conversations, continues to write something, has an indifferent look).

The leader does not enter and does not even want to enter into the position of an employee outwardly, and thus, as it were, illustrates his indifference to his employee.

One of the interlocutors in relation to the other behaves arrogantly, communicates in an edifying and instructive tone.

An unfavorable environment for communication (a lot of strangers, too cold or, conversely, too hot in the room).

By clothing, demeanor, or some other signs, one of the interlocutors “illustrates” a clear superiority, his “special position”.

One of the interlocutors shows that he is in a hurry somewhere.

The conversation turns into a debate, and then into a showdown. The list of barriers could be continued. We brought them not by chance, but so that the leader does not create them himself. And if any of the communication barriers arose, I was looking for a way to remove it or at least reduce it.

Business communication plays a special role in the life of every person. It defines relationships between people. Even after changing jobs, former colleagues continue to communicate with each other. The basic principle of effective business communication and human relations are ethical norms or rules. Everyone has their own idea of the norms of communication, investing their experience, upbringing and ideas about moral values. Therefore, business communication for some is an effective tool for career growth, self-realization, for others it is a reason for failures and difficulties in relations with colleagues and superiors.
In the concept of moral norms lies a certain representation of the ideal, which is an example for copying and imitation. But it runs counter to the need for a person to satisfy his needs, which is sometimes directly related to the violation of moral standards. The idea of the norms of behavior and practical calculation, the desired self-improvement and the real need come into conflict.
Business communication is distinguished by the fact that it occurs in connection with a certain activity, for a certain reason, where the people entering into communication are in certain formal relationships. In this case, communication is not an end in itself, but only an occasion to achieve the ultimate goal of self-realization and socialization of the participants in communication.
Even in the distant past, the problems of business communication ethics were solved. Perhaps the earliest document that has come down to us is the teachings of Confucius, which preaches the basic principle of communication: "do not do to others what you do not wish for yourself."
According to this principle, he created more practical advice and remarks on industrial relations:

When you do not know the ritual, you will not be able to establish yourself.

I listen to people's words and look at their actions.

To lead untrained people to fight is to abandon them.

Be reverent and deal honestly with others.

A noble man, when leading people, uses the talents of everyone; a small man, when he leads people, demands universals from them.

Keep two ends, but use the middle.

Surprisingly wise words that give an accurate idea of the general line of behavior in the team, the optimal way of leadership, the search for a compromise, the "golden mean". The idea of the position of each participant in business communication, occupying his own social level, is also relevant.
When creating provisions on corporate ethics, the manager must proceed from the level of development of collective relations. If the team is new, the formal side of relations prevails in it, the employees look closely at each other and at the leader. This is the most opportune moment for the leader to establish his own traditions and laws. If the leader came to an already established team, then you can’t break everything right away. It is necessary to think over a way to gradually correct the miscalculations and mistakes of the former leader, while involving the leaders of this team.
In modern concepts of the ethics of business communication and corporate ethics as one of its components lies the principle of control and combination of motives and interests.

The broadest concept in the field of professional morality is the term work ethics , by which it is customary to understand the totality of the most general norms, rules and principles of human behavior in the sphere of his professional, industrial and service activities. These standards must be observed by every person who enters the service, whether in law enforcement, military or civil service. The vast majority of the established norms are formulated in an extremely general form in order to be detailed in relation to specific types of activity. It is possible to identify common 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 - 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. We will consider the requirements of this group in the next questions of the lecture.

And within this issue Let's turn to the basics of service ethics in three types of public service: military, law enforcement and civil. So, the basis of work ethics soldier is the concept of military duty. The moral culture of a serviceman is manifested in the ability of the personality of a soldier, officer, to consciously and voluntarily implement the requirements of moral norms and military duty. The service ethics of the military is also manifested in the ability to carry out such purposeful behavior, which is characterized by a harmonious combination of personal and public interests. On practice moral culture military personnel implemented in the following areas: behavior interpersonal ethics

loyalty to the military oath and battle banner parts;
conscientious performance of service-combat and military-professional duties;
· strict adherence to the traditions of military camaraderie and enhancement of the moral and combat qualities of the Russian army;
Willingness to conscience and duty to overcome all difficulties military service, and not for material reward and service career.

So that the activity of a serviceman does not turn into the work of an ordinary mercenary, his service must necessarily be supported by an idea that will call for action, consolidate and even inspire feats. Including the same feats as performing routine work in the service in peacetime (this is also a feat). Feelings of national identity and patriotism should act as such a moral basis. An army without moral ideals and loyalty to its military duty to the Fatherland, love for the Motherland, not only loses the ability to defend the state, but can be dangerous for its own people.

Military ethics presupposes that each soldier is aware of his personal responsibility for the defense of the state and fulfills the obligations entrusted to him conscientiously and honestly. He must be ready to overcome everyday difficulties, to conduct combat operations in the conditions of the use of modern means of armed struggle. A serviceman must cherish the military glory of the Armed Forces, the honor of the Battle Banner, his rank as a serviceman of the armed forces Russian Federation and honor the fighting traditions of the army.

The basis of business ethics law enforcement constitute those socially significant tasks facing the law enforcement service. Law enforcement agencies ensure the preservation of law and order, legality, monitor the observance of the rights and legitimate interests of citizens. The moral basis of the activities of law enforcement officers is also patriotic education, a sense of belonging, belonging to the nation, duty to the state, serving the Fatherland.

The main essence of the law enforcement service is service law. But it should be remembered that the law itself is not an end in itself, it exists in the name of the public good. And the law will serve the good only if it is recognized by society as the embodiment of justice and the highest moral principle that ensures the normal functioning of society and the state. In order for this to happen in practice, every law enforcement officer must be ready at any moment to make a difficult moral choice in favor of morality, since not every situation in people's lives can be resolved only by legal norms, it is moral guidelines that come to the rescue. Hence, law enforcement officers must behave in such a way that they can have a positive educational impact on citizens.

Or, in the words of I. Kant, employees must act in such a way that their behavior could become the basis of universal legislation.

High moral, psychological and physical stress of the work of law enforcement officers, often associated with a risk to their life and health, interaction with not the best facets public life, cannot but leave an imprint on the moral character of the employee and his moral health. Therefore, only moral-volitional abilities and real spiritual strength can make the service of a law enforcement officer effective and ensure order and law in society.

With regard to the ethics of public civil service, as in the civil service as a whole, the basis of morality is loyalty to the state, honest service, conscientious performance of official duties, etc. Special attention in this type of service is given to issues of personal interest and the search for personal gain in the performance of official duties. Therefore, the key elements of civil service ethics are:

a sense of responsibility to people for the results of their activities;
honest and disinterested work in the civil service;
adherence to principles and the desire to impeccably fulfill the tasks assigned to the employee;
· striving for the common good, awareness of the consequences of decisions made and implemented that affect the interests of a significant number of people.

Turning to work ethics municipal service Let us single out a number of specific aspects of ethical regulation in this area. Municipal employees are obliged to carry out tasks of local importance, they must, together with their leaders, bear moral responsibility for the state of affairs in municipality in which they serve. The principles of official behavior of municipal employees include:

· Performing duties in good faith and to a high standard professional level to ensure effective work municipal authorities;
implementation of its activities within the powers of the relevant municipal authority;
refraining from behavior that could cast doubt on the objective performance of official duties by municipal employees,
avoidance conflict situations capable of damaging the reputation of municipal employees or the authority of municipal bodies.

This is part of the principles relating to official conduct of municipal employees. These and other principles are fully consistent with the established ethical principles of the civil service, limited only by territorial affiliation and issues of local importance.

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.

Office etiquette - it would seem a self-evident phenomenon. Everyone should follow it at work. But, nevertheless, often everything happens quite differently. Often office etiquette is simply ignored. Hence the quarrels, and petty conflicts, and conversations behind your back, and other unpleasant moments.

The inability to behave in a team, ignorance of what office etiquette should be, can drop the authority of even a very competent, respected employee. After all, the office environment implies a benevolent attitude, attention to each other. Thus, including the observance by all employees of the norms of official etiquette, along with many other factors, contributes to the successful and high-quality solution of production problems.

So, office etiquette is the very unwritten set of rules of conduct that allows you not to get into a mess, build the right relationships with colleagues, and not put others, and yourself, in an awkward position. Following these rules requires concentration and self-discipline. And to start, first of all, you should, of course, with your appearance. Unacceptable at work are sloppy clothes, worn jeans, stretched jumpers, untidy appearance. But you should not dress too brightly, trying to stand out and seem very fashionable. Don't need to use a large number of jewelry, apply too bright makeup. Both options in the office are unacceptable and will only cause misunderstanding on the part of colleagues. Office style is, first of all, rigor and restraint, neatness and accuracy. At the same time, one should not discuss the appearance of colleagues. It would be more correct to talk about the shortcomings of a person in private, in a delicate form.

Observance of etiquette begins already from the very arrival at work, with a greeting. The first to greet the one who enters the room. At the same time, it is not necessary to shake hands. You should not do this if there are many people in the office.

Office etiquette involves a tactful form of communication between colleagues. There should be no disrespect or familiarity here. Even when you need to make a remark, express disapproval or criticize, you need to do it tactfully. The remark should be made only on the merits, fairly, so that the interlocutor understands what he is wrong about and how to correct the mistake. Criticism should be objective and benevolent. It is unacceptable, criticizing, to humiliate a person. Rudeness, causticity, offensive definitions are prohibited. All this applies not only to colleagues at work, but also to managers.

Relationships within a group can be different. There are always more and less experienced employees, more and less educated and talented. But a well-mannered person will never emphasize his own merits, while humiliating others. One must be able to rejoice in the success of one's colleagues, although this is sometimes difficult for many. Compliance with official etiquette implies support and mutual assistance, courtesy and business commitment. So, you should not be late for meetings, shift part of your work to colleagues, forget about these promises. Thus, the rules of office etiquette are elementary and simple. They are known to everyone, and their observance contributes to the improvement of relationships in the team, and the efficiency of work, and the personal success of everyone.

Norms of professional ethics in professional communication. The person who accepts the business card must read it. The partner's last name, to be sure of its correct pronunciation, is pronounced aloud. Service ethics and etiquette

Service ethics of the head

2. Communication between the leader and subordinates…………………..……………………………...4

3. Communication between employees……………..………………………………………………7

Conclusion……………………………………………………………………………………..10

COMMUNICATION OF THE MANAGER WITH THE SUBJECT

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