Rules of cultural conversation and ethical principles of communication

A person cannot live without communicating with other people ; in the process of professional activity, for his own development or pleasure, he contacts other people throughout his life.

However, the communication process is not always pleasant for both parties of communication. What are the rules and norms of communication? What are ethical principles of communication and how to learn to comply with them?

You can learn about the basic techniques of constructive communication and interaction from our article.

What is communication culture?

Communication culture is a concept that determines the quality and perfection of communication between people, characterizing moral models of communication, norms and rules of interaction between people.

The basis of the culture of communication is morality , since it is included in all spheres of human society.

From a moral point of view, a person evaluates all manifestations of social life or any individual person, their compliance or non-compliance with moral principles and norms close to him.

Morality also helps to form an image of a moral ideal for a person, which he will strive to live up to.

Morality orients a person to treat a person as the highest value, helps to follow the ideals of justice and goodness, which in everyday life is expressed in human relationships in the family, with colleagues, acquaintances and close friends.

Such contacts reveal such moral qualities as respect, duty, love, loyalty, sympathy, and friendship. a huge role in this.

Rules of conduct in public transport

Even if you have long ago acquired a personal car, you should learn the rules of behavior in public transport. And even if you are traveling by bus from the exit of the terminal building to the plane, you should follow these rules:

• Wait until everyone who was going to get off at the bus stop has gotten out of the vehicle, and only then enter the vehicle.
• Wait until the empty seats are occupied by elderly people, disabled people, parents with small children, pregnant women, and only then take one of the remaining free seats.
• You should only occupy one seat if you are traveling alone. Do not place your bag on the next seat, do not spread your legs wide, preventing you from taking the next seat.
• If you see someone you know at the other end of the salon, greet them with a nod and a smile.
• A man should get off public transport first, then offer his hand and help his companion get out.

No less interesting are the nuances of etiquette in establishments where you can have a snack and drink coffee.

Ethics: concept

The word "ethics" comes from the Greek "ethikos", which concerns morality, expressing moral beliefs .

Communication ethics is a set, a set of norms and rules of communication in certain situations, the responsibilities of people towards each other in certain situations.

In other words, this is the doctrine of the correct manifestation of one's moral convictions in relation to other people.

Communication etiquette includes many forms of direct human behavior. This is a greeting, the correct address to older people, to colleagues in professional interactions, congratulations, etc.

Thanks to knowledge of communication ethics, a person can not only correctly express his beliefs, indicate his position to his partner so that this does not lead to a conflict situation, but will also be able to understand the other person faster and better.

— Moral and ethical principles in communication between people.

_______

It may seem to some that they are completely free from the rules imposed by society, including during communication. But sooner or later it becomes clear that in order to successfully complete the conversation, and simply to enjoy the conversation, some norms will still have to be taken into account.

And the main ethical principle of communication is the observance of parity, that is, recognition of the equality of partners, maintaining a respectful atmosphere during the conversation.

True, the understanding of the need to follow this rule does not come immediately; some acquire this knowledge in the process of education, while others have to figure everything out with their own mind. In any case, moral and ethical principles are decisive in human behavior. They are responsible for the manner of speech, attitude towards the interlocutor and the individual’s need to perform certain actions.

In the formation of the basic principles of communication, the highest regulatory function is performed by the components of moral health - moral beliefs, habits, qualities, actions and abilities. Therefore, with a high level of culture, a person has the ability to systematically combat the negative traits of his character, making interaction with other people more pleasant for both parties.

That is, adherence to the general ethical principles of communication allows a person to show humanity when interacting with others - to empathize, sympathize, show kindness, decency and mercy. This behavior allows you to demonstrate to a person how valuable certain contacts are to him.

You might be interested in reading about how to get rid of your fear of communication.

The main ethical principles of communication are:

1) self-respect and showing respect for interlocutors; 2) tolerance and social justice; 3) moral and ethical principles 4) humanization and democratization of relations; 5) unbiased attitude towards partners; 6) recognition of the inviolability of the personal dignity of each person; 7) honesty; understanding the interests of the interlocutors. (Read about how to become an interesting conversationalist.)

The advantage of using such communication norms is not only the improvement in the quality of interaction, but also the possibility of preliminary development of the communication scenario to find the best moves.

_______

Problem

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

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

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

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

Etiquette in any public place

When in public places, remember the following:

• If there is a need to stop in a stream of people, you should first step aside.
• Don't push people aside if you need to pass.
• If you accidentally hit someone or step on someone's foot, you should apologize.
• You need to carry your things - a bag, a briefcase, a skateboard, a musical instrument - in such a way as not to touch others.
• Garbage should be thrown into a trash can or taken with you to the nearest trash bin.
• It is worth refraining from prolonged hugs and kisses, even between close people, lovers or spouses.
• You should refrain from talking loudly, both on the phone and among yourself, if you are with a friend, spouse, or in a group.
• You need to refrain from discussing household chores and the nuances of your personal life.
• During communication, you should refrain from excessive gestures. Also, do not itch, rub your hands, or crack your knuckles.
• A man walks down the street to the left of a woman. The exception is the military, who perform a military salute (salute) with their right hand.
• Don't point your finger at people or objects.
• You need to constantly monitor your children so that they do not disturb others.

A separate block should highlight the rules of etiquette in general premises.

Cultural communication, what is it?

The culture of communication, thanks to the established system of principles, norms and rules, and the technique of their implementation, helps to solve the main task of communication as such, to achieve mutual understanding between people in contact.

Cultural communication implies compliance with the norms of interpersonal communication in one or another unit of society, including many factors, moral, cultural, and psychological.

At the same time, cultural communication is most strongly associated with morality. Cultural communication is distinguished by the following characteristic features :

1. Respect for the partner, politeness and the desire not to use words that are offensive or vulnerable to the interlocutor.
2. Willingness to understand and accept the position of the interlocutor, even if what is said is not part of the intended reaction to the stimulus remark.
3. Preventing and overcoming conflict situations, as well as tolerance and tolerance towards a partner.
4. Equality of those communicating in dialogue and its fundamental observance.

Rules of conduct in cafes and restaurants

When you find yourself in a cafe or restaurant, try not to forget about the following:

• The man is responsible for the companion’s clothes - he helps to take off a fur coat or coat and puts the companion’s outerwear in the wardrobe.
• In the hall, a man helps his companion sit down by moving the chair, and only after that sits down himself.
• While eating or waiting for your order, you should not place your elbows on the table. As an exception, a lady can put her elbows on the table for a short time, but not a gentleman.
• You cannot place foreign objects on the table that are not related to the meal.
• If you need to show any item - a phone, a book, something else - just pass it from hand to hand.
• Applying cosmetics, combing your hair, and doing other things should be done exclusively in the restroom.
• Don't talk on the phone at the table.
• If you need to make or receive a call, apologize and leave the table.
• It is acceptable to cough or sneeze into the crook of your elbow.
• You should not take a transparent wine glass or glass with oily hands.

In fact, table etiquette is a much larger body of knowledge, and it may differ from country to country. It would be better if, before traveling abroad, you familiarize yourself with the rules of conduct in the country of your visit.

If the amount of information seems too large and difficult to remember, you can use mnemonic rules or associative memorization techniques. For example, it is known that bread should be on the left, drinks on the right. Fold your fingers into the Ok gesture, and the combination on your left hand will resemble the letter b (bread), and on the right - d (drink).

Ethical principles

Communication ethics implies adherence to the following principles:

1. Politeness. A fundamental principle of ethics that dictates respect for one's partner.
2. Cooperation. Involves a contribution to the common cause from each participant in order to achieve effective interaction.
3. Parity. According to this principle, all participants in communication are equal, excluding the dominance of any of them. At the same time, even with different social status, those communicating must observe the principle of politeness and respect each other.
4. Truthfulness. Communication partners are obliged to provide each other with complete and undistorted information on any issue.
5. Clarity. During verbal interaction, each of its participants must present information in such a way that his partner does not make unnecessary efforts to correctly perceive it.
6. Subsequence. This principle prescribes a consistent development of dialogue, for example, a greeting implies the same response, congratulations should be followed by gratitude, etc.

Compliance with ethical principles in communication leads to mutual respect and trust of all partners, which become the basis for the development of further interaction between people.

Etiquette in public premises

The rules of good manners and etiquette in general premises are as follows:

• At the door, a man lets a woman go first, a junior lets a senior pass, and an ordinary employee lets a boss pass.
• Of those equal in age and status, the one closest to the door goes first. If the distance to the door is the same, the one entering lets the one leaving.
• You should hold the door if someone is following you.
• If the doors have double doors, follow the “right-hand traffic” rule and leave the left door for those coming towards you.
• The man goes down the stairs first, the woman goes up. If the stairs are dark or the room is unfamiliar to the woman, the man goes up the stairs first.
• The side of the stairs near the railing should be given to women, elderly people and children. Of two people of the same sex, the younger one is inferior.
• In the elevator, the person standing closest to the buttons must ask everyone else for the floor and press the necessary buttons.
• The person who enters the room is the first to greet those who are already inside.
• You should refrain from listening to music or watching movies without headphones.
• You should not look at someone point-blank, even if you are interested in something about the person.
• Women are allowed to keep their hat and gloves on indoors, but they must take off their cap and mittens.
• Don't initiate a handshake in the restroom.

And now it’s worth saying a few words about etiquette in transport.

Types of norms

Conventionally, all ethical standards of communication can be classified as recommended and mandatory.

The principle “Do no harm” is mandatory

Causing harm to a person, humiliation, oppression, or infringement of rights is not allowed.

At the same time, you should restrain negative emotions even if there is every reason to experience them, and not resort to insults.

Recommended ethical standards do not harm the interlocutor if they are not followed, but they allow one to achieve greater respect and trust in those who follow them. This is maintaining self-esteem, modesty, etc.

Also, ethical standards are dictated by the motives of communication:

• positive , surprise, interest the interlocutor, satisfy his need for understanding, bring him joy, give him a compliment,
• neutral , convey any information,
• negative , express your indignation at a low act.

Each of the reactions shown is ethical, since they do not contradict morality and are justified by highly moral motives.

Behavior that, although outwardly distinguished by impeccable etiquette, is based on, for example, the desire to gain the trust of a person in order to subsequently deceive him .

What is their non-compliance?

It is convenient to consider non-compliance with ethical standards in the resulting defects in communication , which lead to the following forms of decline in morality:

1. Moral vacuum . In this case, a person lacks knowledge about ethics as such, or he finds himself in a society whose ethical standards are unfamiliar to him.
2. Lack of moral initiative , a person expects morality from a partner, without previously taking any action to establish communication.
3. Moral camouflage , the desire to make a good impression on the interlocutor, focusing on the external manifestation of etiquette, which in fact is not supported by truly moral motives. As a rule, this is accompanied by discussions about the decline of morality, obsessive calls to observe the norms of decency.
4. Moral regression .
   Loss of acquired knowledge, fading interest in observing standards of decency, giving a moral assessment of one’s own actions, as well as ignoring the interests of others. Moral regression is often accompanied by cruelty, practicality, aggression and rationalism.
5. Intolerance. Characterized by a hostile attitude towards dissident people in religious, political, cultural and other issues. As a rule, it is inherent in authoritarian individuals who have one-dimensional thinking. With such a communication defect, productive interaction can be completely excluded, even in a situation that promises to be beneficial for both parties.
6. Primitivism. In this case, the justification for non-compliance with moral standards is past merits or undisguised self-interests, which are satisfied through deliberately anti-moral behavior.
7. Moral deafness, lack of desire to hear another person, understand and accept his position.

— The golden rule of conversation.

_______

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

1) altruism (readiness to sacrifice something for the sake of another),

2) virtue (establishing relationships with others from the standpoint of goodness and goodness),

3) exactingness (making demands on oneself and others to fulfill a moral duty, responsibility),

4) justice,

5) parity (equality between people), etc.

Thanks to goodwill, sincerity and openness, trust arises between people, without which communication is impossible. Communication also reveals the following moral qualities of a person: honesty, truthfulness, kindness, respectful attitude towards others, caring for others, politeness, etc.

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

Topic 3.1. General information about ethical culture

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

Plan:

1. Morals and ethics: basic concepts.

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

1. Morals and ethics: basic concepts

Morality

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

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

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

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

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

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

In the modern sense, ethics

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

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

Categories of ethics

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

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

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

Moral standards

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

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

Principles

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

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

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

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

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

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

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

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

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

Therefore, communication must be constantly checked by ethical reflection

, justifying the motives for joining it.

Control questions:

1. What is morality?

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

3. What are moral standards?

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

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

Plan:

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

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

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

The word “ etiquette”

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

Etiquette

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

Several types of etiquette have developed:

· military etiquette

(regulating communication between soldiers);

· diplomatic etiquette

(protocol);

· Business Etiquette

(rules of business communication);

· family etiquette

(relationships between family members).

Business Etiquette

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

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

To the basic requirements of etiquette

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

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

Main function

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

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

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

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

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

Ethical Standards

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

Business Ethics

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

Business ethics is based on fundamental principles.

Principles of business ethics

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

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

1. Never do anything that is not in your or your company's long-term interests.

2. Never do anything that cannot be said to be truly honest, open and true, which could be announced throughout the country.

3. Never do anything that is not good, that does not contribute to the feeling of comradeship, since we are all working towards the same goal.

4. Never do anything that violates the law, because the law represents the minimum moral standards of society.

5. Never do anything that does not lead to greater good than harm to the society in which you live.

6. Never do anything that you would not recommend doing to others who find themselves in a similar situation.

7. Never do anything that infringes on the established rights of others.

8. Always act in such a way as to maximize profits within the limits of the law, market requirements and full consideration of costs.

9. Never do anything that would harm the weakest in our society.

10. Never do anything that would interfere with another person’s right to self-development and self-realization.

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

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

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

Control questions:

1. What is etiquette and business etiquette?

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

3. What are business ethics and ethical standards?

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

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

Plan:

1. Etiquette and culture of behavior in business communication.

2. Etiquette observed in letters and telephone conversations.

3. Features of national styles of business communication ethics.

1. Etiquette and culture of behavior in business communication

Etiquette

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

Culture of behavior

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

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

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

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

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

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

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

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

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

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

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

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

— the client is always right;

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

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

In the speech etiquette of business people, addresses and greetings

and
compliments
.

There are historically developed stereotypes of speech communication

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

For greetings

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

Compliments

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

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

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

In business etiquette, appearance and clothing

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

Business etiquette requires special behavior when communicating with clients.

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

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

2. Etiquette observed in letters and telephone conversations

Etiquette in letters

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

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

— the letter received must be answered within a week;

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

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

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

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

The appearance of the letter has a big impact.

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

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

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

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

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

Some etiquette principles regarding correspondence

:

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

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

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

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

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

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

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

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

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

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

Business conversation on the phone

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

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

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

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

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

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

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

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

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

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

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

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

3. Features of national styles of business communication ethics

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

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

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

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

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

4. Don't brag about your financial situation.

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

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

7. Correspondence must be of a purely official nature.

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

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

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

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

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

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

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

Control questions:

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

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

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

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

LIST OF RECOMMENDED READINGS

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Basic dating rules

By following these rules, you will not only be polite, but also make a good first impression on people:

• When meeting, a man is introduced to a woman, those younger in age or position are introduced to the elders, those who came later are introduced to those who came earlier.
• The person you are introducing the stranger to should be named first, and the person being introduced should be named second. For example: “Katya, meet me, this is Roman,” “Ivan Petrovich, this is Marina.”
• When meeting, it is acceptable and advisable to clarify the type of occupation and/or the degree of your acquaintance with those whom you introduce to each other. For example: “Katya, meet me, this is my husband Roman. Roma, meet me, this is my friend Katya, we studied at the university together.”
• The first person to shake hands should be the person to whom the stranger was introduced.
• If they want to shake your hand while you are sitting, you should stand up or at least stand up slightly.

And finally, another important topic is business etiquette.