Etiquette and ethical standards. Ethics and business ethics Man ethical standards rules of conduct

Ethics

The word "ethics" comes from the Greek. ethos - disposition, character, custom. It was introduced into use 2300 years ago by Aristotle, who called the "ethical" virtues (merits) of a person such qualities as courage, prudence, honesty, and "ethics" - the science of these qualities. According to Aristotle, the goal of ethics is not knowledge in general, but the evaluation of actions and their content, and the main task of ethics is the study of human relations in their most perfect form. It should help a person realize the main goals of his life and solve the problem of the possibility of educating virtuous citizens in the state.

Ethics is a set of principles and norms of behavior adopted in a given era and in a given social environment. The main subject of study of ethics is morality.

Morality is the norms and rules imposed on a person, the implementation of which is voluntary. The fulfillment of the requirements of morality is sanctioned only by forms of spiritual influence (approval or condemnation).

A cultured person is one whose knowledge of the ethical principles and moral norms of society has turned into an inner conviction. He does this not because it is necessary, but because he cannot do otherwise.

As E.V. Zolotukhina-Abolina, "good is something that is evaluated positively, is regarded as important and significant for the life of a person and society. Good is that which allows a person and society to live, develop, prosper, achieve harmony and perfection."

In contrast to good, evil is that which destroys the life and well-being of a person. Evil is always destruction, suppression, humiliation. Evil leads to disintegration, to the alienation of people from each other and from the sources of being, to death.

In this world, everything pushes us to evil, and nothing pushes us to good, except freedom.

Freedom is the ability of a person to act in accordance with his interests and goals, to make a choice. People are not free to choose the objective conditions of their activity, but they have specific and relative freedom when they retain the opportunity to choose the goals and means of achieving them sanctioned by the norms and values of society.

Ethics defines the reasonableness of behavior according to two axioms:

1. the axiom of law-abiding - the need to comply with public laws. For example, according to the rules of Russian etiquette for a birthday, you need to be 15 minutes late. It is indecent to be late more and come earlier. In Russian etiquette, it is customary to thank for the slightest service.

2. the axiom of role behavior - while playing a particular role in society, it is necessary to justify role expectations, that is, to communicate with an equal as with equals, with a senior as with a senior, with a subordinate as with a subordinate.

Speech ethics are the rules of proper speech behavior based on moral norms, scientific and cultural traditions.

Principles of Russian speech ethics:

Ability to listen to the interlocutor, empathizing

Brevity in conversation

A good word is virtuous, flattery is sinful

Etiquette and ethical standards

In oral communication, it is necessary to observe a number of ethical and etiquette norms:

1. you must treat the interlocutor with respect and kindness. It is forbidden to offend, insult, express disdain to the interlocutor with your speech. Direct negative assessments of the personality of the communication partner should be avoided; specific actions can be evaluated, while observing the necessary tact. Rough words, a cheeky form of speech, an arrogant tone are unacceptable in intelligent communication.

Politeness in communication involves understanding the situation, taking into account age, gender, official and social standing communication partner.

2. The speaker is instructed to be modest in self-assessments, not to impose their own opinions, to avoid excessive categoricalness in speech.

Moreover, it is necessary to put the communication partner in the spotlight, show interest in his personality, opinion, take into account his interest in a particular topic.

3. it is necessary to take into account the listener's ability to perceive the meaning of your statements, it is advisable to give him time to rest and concentrate. For the sake of this, it is worth avoiding too long sentences, it is useful to make small pauses, use speech formulas to maintain contact: you, of course, know ...; you might be interested to know...; as you can see...; note…; it should be noted ... The norms of communication also determine the behavior of the listener:

It is necessary to postpone other matters in order to listen to the person. This rule is especially important for those professionals whose job is to serve customers.

When listening, one must be respectful and patient with the speaker, try to listen to everything carefully and to the end. In case of heavy employment, it is permissible to ask to wait or reschedule the conversation for another time. In official communication, it is completely unacceptable to interrupt the interlocutor, to insert various remarks, especially those that sharply characterize the interlocutor's proposals and requests. Like the speaker, the listener puts his interlocutor in the center of attention, emphasizes his interest in communicating with him. You should also be able to express agreement or disagreement in time, answer a question, ask your own question.

Compliance with the requirements of etiquette in violation of ethical standards is hypocrisy and deception of others. On the other hand, completely ethical behavior that is not accompanied by the observance of etiquette will inevitably make an unpleasant impression and cause people to doubt the moral qualities of the individual.

Each type of human professional activity corresponds to certain types professional ethics with their own special features:

Medical ethics (set out in " Code of Ethics Russian doctor", 1994).

Professional ethics of a journalist.

Business (economic) ethics is a set of norms of behavior of an entrepreneur, the requirements imposed by a cultural society on his style of work, the nature of communication between business participants, their social appearance.

Theft, greed, selfishness;

Talkativeness, disclosure of private information about clients, discussion with anyone of their shortcomings and weaknesses;

Intransigence, the desire to take over the client, to subordinate his interests to his own.

Should not strive for in order to remake or re-educate customers during the service - they must be accepted as they are. Serious mistakes of novice workers in the field of social and cultural services and tourism are often associated with resentment, with excessive ethical requirements in relation to customers, which indicates the personal vulnerability of the nature of such workers.

In the field of social and cultural services and tourism the importance of ethical standards is felt not only in the interaction of workers with consumers, but also workers among themselves. At the enterprise, the moral climate is of particular importance, where there are no conflicts, there are no humiliated, irritated, indifferent people, but everyone treats each other with respect and attention. It is important to create an atmosphere of mutual assistance in the team, the ability of employees to work together, as well as in special service groups (in a team).

Also, ethical standards in relationships with partners and colleagues include:

Maintain professional unity;

Cares about the prestige of the profession;

Maintain normativity service relations;

Respect the right of colleagues to a reasoned refusal.

All this helps to achieve common purpose: achieve effective customer service.

To unethical actions specialist with a clear violation of the law include the falsification of documents sent by services state regulation, embezzlement of funds, racial discrimination and sexual harassment in the workplace.

Principles- This abstract, generalized ideas that enable those who rely on them to correctly shape their behavior, their actions in business area. The principles are universal.

An employee of the service sector must observe the following principles in his work:

1. The main ethical principle is principle of humanism, meaning the recognition of a person as the highest value, faith in a person, his ability to improve, the demand for freedom and protection of the dignity of the individual, the idea of \u200b\u200bthe human right to happiness, that the satisfaction of the needs and interests of the individual should be ultimate goal society. The humanistic principle contains the oldest normative moral requirement, called " Golden Rule".

It is formulated in a positive form: "do towards others as you would like them to do towards you", or in a negative form: "do not act ...", etc. In a Russian proverb, it received the following interpretation: "what you do not like in others, do not do it yourself." The "Golden Rule" contains the humanistic idea of the equality of all people. It means the right and duty of the individual to take responsibility for their actions, contributes to the development of the desire to put oneself in the place of another.

2. The principle of impartiality in relation to the client and the desire for objectivity in making various decisions.

3. The principle of focusing on the client, taking care of him.

4. The principle of precise performance of professional duties.

5. The principle of showing respect for one's profession and for people with whom one has to come into contact in the performance of professional duties.

6. The principle of striving to improve their professional activities.

7. The principle of confidentiality, non-disclosure of personal information obtained in the course of professional activities.

8. The principle of avoiding potential and obvious conflicts between employees, with management and especially with the client.

In their work, one should not allow the emergence of off-duty relationships with clients or colleagues, managers or subordinates;

You should observe the principle of collegiality and not discuss your colleagues or subordinates in the presence of clients, partners or other persons;

It is impossible to allow a disruption of an already accepted order by refusing it in favor of another (more profitable) order;

Invalid discrimination clients, partners, colleagues or subordinates based on gender, race, age or any other characteristic.

In the textbook Solonitsina A.A. "Professional ethics and etiquette" lists the following professional ethical principles:

Essence of the first principle comes from the so-called gold standard: “Within the framework of your official position, never allow in relation to your subordinates, to management, to colleagues of your official position, never allow in relation to your subordinates, to management, to colleagues of your official level, to clients, etc. actions that you would not want to see in relation to yourself.

Second principle: we need justice in providing workers with the necessary for their official activity resources (cash, raw materials, material, etc.).

Third principle requires mandatory correction of an ethical violation, regardless of when and by whom it was committed.

Fourth principle- the principle of maximum progress: service behavior and the actions of an employee are recognized as ethical if they contribute to the development of the organization (or its units) from a moral point of view.

Fifth principle- the principle of minimum progress, according to which the actions of an employee or organization as a whole are ethical, if they at least do not violate ethical standards.

Sixth principle: ethical is the tolerant attitude of the employees of the organization to the moral principles, traditions, etc. that take place in other organizations, regions, countries.

Eighth principle: individual and collective principles are equally recognized as the basis for the development and decision-making in business relations.

Ninth principle: you should not be afraid to have your own opinion when solving any official issues. However nonconformism* as a personality trait should be manifested within reasonable limits.

Tenth principle- no violence, i.e. “pressure” on subordinates, expressed in various forms, for example, in an orderly, command manner of conducting an official conversation.

Eleventh principle- constancy of impact, expressed in the fact that ethical standards can be introduced into the life of the organization not by a one-time order, but only with the help of ongoing efforts on the part of both the manager and ordinary employees.

Twelfth Principle- upon impact (on the team, individual worker, on the consumer, etc.) take into account the strength of possible counteraction. The fact is that, recognizing the value and necessity of ethical norms in theory, many workers, faced with them in practical everyday work, for one reason or another, begin to oppose them.

Thirteenth Principle consists in the expediency of advancing with trust - a sense of responsibility of the employee, to his competence, to a sense of duty, etc.

Fourteenth Principle strongly recommends striving for non-conflict. Although the conflict in the business sphere has not only dysfunctional, but also functional consequences, nevertheless, conflict is a fertile ground for ethical violations.

Fifteenth Principle- freedom that does not restrict the freedom of others; usually this principle, although in an implicit form, is due to job descriptions.

Sixteenth Principle: the employee must not only act ethically himself, but also promote the same behavior of his colleagues.

Seventeenth principle: don't criticize your competitor. This means not only a competing organization, but also an “internal competitor” - a team of another department, a colleague in which one can “see” a competitor.

These principles should serve as the basis for the development by each employee of any company, organization of their own personal ethical system.

Communication of civilized people is impossible without ethical principles, norms and rules. Without having or not observing them, people would take care only of their own interests, would not notice anyone and nothing around, thereby losing their relationship with others. Ethical norms and behavioral rules contribute to the cohesion and unification of society.

What it is?

Ethics is a set of rules that determine the degree of adequacy of behavior during any interaction with another person. Ethical norms, in turn, just represent the norms, thanks to which human contacts become pleasant for everyone. Of course, if you don't follow etiquette, you won't go to jail, and you won't have to pay a fine, because the justice system doesn't work. But censure of others can also become a kind of punishment, acting from the moral side.

Work, school, university, shop, public transport, native home- in all these places there is an interaction with at least one person or more. In this case, the following methods of communication are usually used:

facial expressions;
movement;
Speaking.

Each of the actions is evaluated by strangers, even if they are not related to what is happening. The main thing is to understand that you cannot purposefully insult, humiliate and be rude to others, as well as cause them pain, especially physical pain.

Kinds

Ethical norms of communication are conditionally divided into two types: mandatory and recommended. The first moral principle forbids harming people. Contraindicated actions during communication - the creation of negative energy and similar feelings in the interlocutor.

In order not to create prerequisites for conflict, one should restrain negative emotions and understand that Each person has a personal opinion, and legal norms do not prohibit expressing it. This attitude should apply to all people, and especially teenagers who are prone to excessive emotional outbursts in a dispute or quarrel.

it is important to remember self-esteem;
do not forget about modesty;
always treat people with respect and do not even mentally restrict any of their rights.

At the same time, communication motives are the determining factor; they can also be divided into several types.

Positive: in this case, a person tries to make the interlocutor happier, respect him, show love, understanding, create interest.
Neutral: there is only information transfer one person to another, for example, during work or other activities.
Negative: indignation, anger and other similar feelings - all this is acceptable if you have to face injustice. However, it is important to control oneself so that such motives do not turn into illegal actions.

Even the last point relates to ethics, like the rest, because all of the above is based on the motives of high morality. It is a completely different matter when a person is guided by base motives, wanting to commit deceit, revenge, or deliberately deprive someone of a good mood. This behavior is contrary to ethics, although it may have some exceptions.

Of course, general ethical principles apply to every person, whoever he is, but the so-called business world managed to create and own rules communication, which must also be observed while in the appropriate environment. In fact, they differ only in the presence of a constant formality. These rules sound very accessible.

There is no absolute truth even in morality, and it is the highest human judge.
If you want to change the world, start with yourself. Praising others, find claims in your direction. Forgiving the misdeeds of others, always punish yourself.
It depends only on the person himself how he will be treated.

develop special ethical standards;
create personal ethics commissions;
properly train employees and instill in them respect for ethical standards and for each other.

Thanks to such decisions, a certain therapeutic effect is created for the entire team, helping to create or improve a moral atmosphere, increase loyalty and not forget about morality. The reputation of the firm will also improve.

Basic Rules

The concept of "ethics" and its rules should be known to all self-respecting people. Moreover, the basics of good tone are quite simple - remembering and observing them will not be difficult.

Communication in one's own home with relatives can be of any character acceptable to a particular family, however, when entering society, behavior with other people must comply with generally accepted standards. Many adhere to the statement that there is only one opportunity to make a proper impression on a stranger, and this is remembered with each new acquaintance. In order for everything to go well, it is important not to forget about the implementation of a few simple rules.

It doesn't matter if it happens in cheerful company or at a formal event, strangers should first be introduced to each other.
Names are a very important detail, so you need to try to remember each one.
When a man and a woman meet, the representative of the stronger sex, as a rule, begins to speak first, but there may be an exception if he is famous person or there is a meeting of a business nature.

Seeing a significant age difference, the younger should introduce himself to the older one first.
If possible, you should rise when an acquaintance occurs.
When the acquaintance has already taken place, the one who is higher in rank or position in society or the older person continues the interaction. A different alignment is possible when an awkward silence occurs.
If you had to sit down with strangers at the same table, it is necessary to make an acquaintance with those sitting nearby before the start of the meal.
When shaking hands, the gaze should be directed into the eyes of the person opposite.
The palm for the handshake is extended in a vertical position with the edge down. This gesture shows that the interlocutors are equal.
Gestures are as important a component of communication as words, so you need to follow them.
Shaking hands with a glove is not worth it, it is better to take it off even on the street. However, women do not have to do this.
After a meeting and greeting, they usually find out how the interlocutor is doing, or how he is doing.
The content of the conversation should not touch on topics, the discussion of which will cause discomfort to one of the parties.

Opinions, values, and tastes are personal things and should either not be discussed at all, or done with care so as not to hurt anyone's feelings.
If you want to show your personality with better side, you can’t praise yourself, otherwise you will achieve the opposite result, since boasting is not encouraged.
The tone of conversation should always remain as polite as possible. The interlocutor, most likely, is not to blame for the problems of personal relationships of another person, and a gloomy look will only repel and upset him.
If the place of action is a company of three or more people, then you should not whisper with someone.
After the end of the conversation, it is important to say goodbye competently and culturally in order to prevent an unforgivable violation.

Not only adults, but also children, from a conscious age, should know the listed rules that regulate their behavior in the future. To regulate ethics and good manners for your child means to raise him worthy person who will be accepted into society. However, you should not only tell the kids how to behave with other people. It is much more important to show this by example, which serves as proof of correct behavior.

Morality and etiquette

These concepts are a whole science of courtesy and politeness. Morality can also be called a code of morality and decency. All this affects the behavior of people, their communication and attitude towards each other. There are many historical examples of the management of a society especially interested in morality.

The established norms included in the concept of etiquette determine the type of a particular person, referring him, for example, to good or evil, depending on how he presents himself in public.

It is senseless to deny the great influence of moral principles on the culture of the whole world, starting from ancient times. Since then, and to this day, informal rules are passed from parents to children. Something remains unchanged for centuries, while the other changes when it completely loses its relevance. This means that for each time there are their own concepts, as well as for each individual people or even a single family.

Discussions about the correctness or errors in personal judgments of people, different in their temperament and upbringing, can be endless, but everyone will find their own arguments in favor of one or another principle or contrary to the objection.

For information on how to behave in society, see the video below.

What is ethics

The word "ethics" was first used by Aristotle. Translated from Greek, it means "concerning morality" or "expressing certain moral convictions." Ethics is the doctrine of the rules of communication between people, the norms of human behavior, as well as the duties of each in relation to other people. And most of us, even those who have not specifically studied the code of etiquette, are aware of the main rule on a subconscious level interpersonal relationships: "Treat others the way you would like to be treated." One of the main aspects of ethics is morality. What is morality? It is nothing but a system of values recognized by man. This is the most important way to regulate relations in various areas of our life: in everyday life, family, work, science, etc. In addition to moral foundations, ethics also studies the rules of ethics - etiquette.

Etiquette - a system of signs

Our actions carry some information: when we meet, we can pat a comrade on the shoulder, nod our heads, kiss, put our arms around our shoulders, or throw ourselves into hugs. A pat on the shoulder indicates familiarity; when a man gets up, if a woman enters the room, then this indicates his respect for her. The postures taken by a person, the movement of the head - all this also has an etiquette value. In phraseological units, one can also observe forms of etiquette: beat with a brow, bow your head, kneel, turn your back, throw a glove, hand on heart, stroke your head, beat bows, a beautiful gesture, etc.

Etiquette is not only a historical but also a geographical phenomenon: not all signs of etiquette, perceived positively in the West, will be approved in the East. And some gestures that are acceptable today were categorically condemned in the old days.

Good manners rules

What is ethics, and what rules does it include, every person should know. Below are the basic concepts of good manners.

The communication that we allow ourselves at home with loved ones is not always acceptable in society. And remembering the statement that you will not get a second chance to make a first impression, we try to adhere to the generally accepted rules of behavior in society when meeting strangers. Here are some of them:

in a company or at an official meeting, it is necessary to introduce strangers to each other;
try to remember the names of the people introduced to you;
when meeting a man and a woman, the representative of the weaker sex is never presented first, the exception is the situation if the man is the president or the meeting is purely business in nature;
the younger ones are presented as the older ones;
when presenting, you must stand up if you are sitting;
after meeting, the conversation begins with a senior in position or age, with the exception of the case when an awkward pause occurs;
being with strangers at the same table, before starting a meal, you need to get to know your neighbors;
shaking hands, look into the face of the one you greet;
the palm should be stretched strictly vertically, edge down - this means "communication on an equal footing";
remember that any non-verbal gesture means no less than the spoken word;
when shaking hands on the street, be sure to remove the glove, with the exception of women;
when meeting, the first question after greeting should be “How are you?” or "How are you?";
during the conversation, do not touch on issues that may be unpleasant to the interlocutor;
do not discuss what concerns opinions and tastes;
do not praise yourself;
watch the tone of the conversation, remember that neither work, nor family relationships, nor your mood give you the right to be impolite with others;
it is not customary to whisper in the company;
if, when saying goodbye, you know that you will meet soon, you should say: “Goodbye!”, “See you!”;
saying goodbye forever or for a long time, say: "Goodbye!";
at an official event, you must say: “Let me say goodbye!”, “Let me say goodbye!”.

Teaching children about secular ethics

In order for a child to grow into a worthy member of society, he must know what ethics is. The child needs not only to be told about the rules of behavior in society, at the table, at school, but also own example demonstrate and validate these rules. No matter how much you tell your child that it is necessary to give way to older people in transport, without setting an example for him on your own, you will never teach him to do this. Not every child is taught the basics of secular ethics at home. Therefore, this gap is trying to fill the school. Recently, the subject "Fundamentals of secular ethics" has been included in the school curriculum. At the lessons, children are told about the rules and norms of behavior in various places, they are taught culinary etiquette, proper table setting, and much more. Also, teachers talk about the principles of morality, discuss what is good and bad. This item is essential for a child. After all, knowing how to behave in society, it will be easier and more interesting for him to live.

What's happened

There is such a thing as a code of professional ethics. These are the rules that govern professional activity. Every profession has its own code. So, doctors have a rule of non-disclosure of medical secrets, lawyers, businessmen - all adhere to a code of ethics. Every self-respecting company has its own corporate code. Such enterprises value their reputation more than finances.

Conclusion

A man without etiquette is a savage, a barbarian. It is the rules of morality that give a person the right to consider himself the crown of creation. By teaching your child what ethics is from an early age, you increase his chances of growing up as a full-fledged member of society.