Business ethics (RUB 1,800.00). Smirnov G.N.

Permitted Min. arr. and science of the Russian Federation as a textbook for students of institutions of secondary prof. education of students in the group of specialties "Economics and Management"

Ethics business relationship: Textbook / V.K. Borisov, E.M. Panina, M.I. Panov et al. - M .: ID FORUM: INFRA-M, 2013 .-- 176 p.: 60x90 1/16. - (Professional education). (binding)

ISBN 978-5-8199-0276-9

The textbook was prepared in accordance with the requirements of the state educational standard of secondary specialized education in the specialty "Management" and is a training course on the ethics of business communication. It examines the basic principles of morality as regulators of human relations; stages and factors of the formation of the moral behavior of a person; peculiarities of business relations with colleagues, subordinates, management; ethical aspects of negotiation; ethics of modern communications; rules of conduct and image of a business person; ethical problems faced by the manager in the process of performing his functional duties. The textbook contains control questions and discussion questions to help you use it more effectively in the educational process.

The textbook was prepared in accordance with the requirements of the state educational standard of secondary specialized education in the specialty "Management" and is a training course on the ethics of business communication. It examines the basic principles of morality as regulators of human relations; stages and factors of the formation of the moral behavior of a person; peculiarities of business relations with colleagues, subordinates, management; ethical aspects of negotiation; ethics modern communications; rules of conduct and image of a business person; ethical problems faced by the manager in the process of fulfilling it functional responsibilities... The tutorial contains Control questions and questions for discussion, allowing you to more effectively use it in the educational process.

For students of secondary specialized educational institutions, as well as for teachers.

Foreword
Chapter 1. INTRODUCTION TO ETHICS
1.1. Morality and ethics
1.2. Morality and law
1.3. Approaches to the study of morality
1.4. Justification in ethics
1.5. Morality and culture
1.6. The structure of morality
1.7. Moral functions
Chapter 2. FOUNDATIONS OF MORAL BEHAVIOR
2.1. From outlook to behavior
2.2. Official and governing ideology
2.3. Moral development of personality
2.4. Interpersonal relationships
2.5. Moral weakness
Chapter 3. ETHICS OF BUSINESS RELATIONSHIPS WITH COLLEAGUES, SUBSIDERS AND MANAGEMENT
3.1. Power and submission
3.2. Motivation and manipulation
3.3. Official disclosures
3.4. Problems of working women
3.5. The ethics of beneficial relationships
Chapter 4. ETHICS OF BUSINESS CONTACT
4.1. Ethics - etiquette - Business Etiquette
4.2. Communication environment and etiquette formulas. "You - and you - communication"
4.3. Etiquette and social status addressee
4.4. Ceremonies and etiquette texts
4.5. Greetings. Acquaintance
4.6. Speech culture of business conversation
4.7. Business telephone etiquette
4.8. Business letter: etiquette requirements
Chapter 5. NEGOTIATION: ETHICAL ASPECTS
5.1. Types of negotiations in the "mirror" of moral attitudes
5.2. Cognitive aspects of negotiation
5.3. Techniques and technologies for conducting the negotiation process
5.4. Features of national etiquette when negotiating
Chapter 6. RULES OF BUSINESS CONDUCT
6.1. Maxims of behavior
6.2. Speech rules for the speaker
6.3. Listener etiquette
6.4. Non-verbal communication: etiquette requirements
6.5. Ethnic and cultural specifics of business behavior
Chapter 7. USE OF MODERN INFORMATION TECHNOLOGIES IN BUSINESS RELATIONS
7.1. Modern information technologies as a means of increasing efficiency business communication
7.2. Usage Email in business relations
7.3. Ways to Conduct Group Meetings Using information technologies: video, audio and computer conferences
7.4. Business Applications of Instant Messaging Services (Instant Messengers)
7.5. Ethical Aspects of Using the Internet in Business Relationships

The increasing internationalization of the world economic process presupposes the unification of the rules and norms of international business relations, the recognition of the criteria of business ethics by all entrepreneurs. To achieve high performance in almost any form commercial activities it is necessary to possess a certain set of information, knowledge, ideas about the rules, forms and methods of doing business, about the principles of business communication.
The culture of business communication contributes to the establishment and development of relations of cooperation and partnership between colleagues, managers and subordinates, partners and competitors, largely determining their effectiveness: will these relations be successfully implemented in the interests of partners or will become meaningless, ineffective, or even completely stop? if the partners do not find mutual understanding.

Unfortunately, despite the fact that entrepreneurial activity is becoming natural part of of the Russian economy, many businessmen do not attach much importance to official ethics, business image, and often do not even suspect their existence, which interferes with the success of domestic business, complicates the interaction of Russian and Western entrepreneurs.
Today, it is extremely important for Russian businessmen to create a positive opinion of themselves among foreign business circles and the international community, since this will open up broad prospects for them to establish new economic and trade ties.
The ethics of business relations is based on the rules and norms of behavior developed by more than one generation of people around the world, which contribute to strengthening mutual trust, excluding the acquisition of benefits at the expense of a partner. Discipline "Ethics of business and business public relations"Is of an applied nature, based on scientific theory such fundamental sciences as philosophy, ethics, political science, sociology, psychology.
The main goal of the course is to help domestic entrepreneurs, as well as people of any other profession, to quickly master the skills of modern business culture, using both international and their own experience. Mastering the science of business relations, norms of behavior, etiquette, it is necessary to take into account that business is in many ways the art of establishing and maintaining civilized relations with people equal to itself, leading, i.e. manage with the help of power and responsibility, overcome contradictions, resolve conflicts, take on the role of mediator, exchange information, be able to process it and effectively use it for the benefit social group, your favorite work-to-do.
It should be understood that without developing "rules of the game" that take into account the interests different categories participants in public relations, it is impossible to move effectively along the path of transformation of the Russian economy into a market and Russian society to the European and world community.

438.77kb.

Work program of discipline "ethics of business relations" Recommended for direction, 146.25kb.

"Ethics of Business Relations": familiarizing students with moral norms and standards, 93.86kb.

Special American Business Internship Program The program is sponsored by the Ministry, 314.51kb.

2. ETHICS OF BUSINESS RELATIONS. ETIQUETTE IN BUSINESS CAREER

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growing interest in the complex issues of ethics and psychology of business and interpersonal relationships helps to develop the ability to navigate the complex world of human communication and make informed decisions, avoiding pitfalls that interfere with the achievement of goals.

Learning to deal with people appropriately is one of the critical factors determining the chances of success in office or business. After all, any entrepreneur deals not only with resources, machines and products, not only with various documents, production, supply and sales processes, he constantly deals with people - he leads subordinates, consults with specialists, negotiates with partners. And on how well he does it, his reputation and authority depend, and, consequently, the success of his entrepreneurial business.

Ethics in the broad sense of the word is a set of norms of human behavior and their practical implementation, i.e. ethics as an ideal and ethics as an action. An entrepreneur should be interested in both within the framework of his professional activity.

Business ethics is a set of norms of behavior of an entrepreneur, the requirements imposed by a cultured society on the nature of its communication with people, social appearance, information about basic ethical concepts, moral requirements for the style of work and the appearance of a business person adapted to its practical needs. This includes the ethics of negotiating with partners, and the use of ethical methods

Dov competition, and ethics of paperwork, and much more. Business ethics allows us to consider and evaluate the business relationships of entrepreneurs, as well as their personal behavior from the point of view of compliance with generally accepted in the business world principles of behavior.

Business ethics are based on such universal human values ​​as Liberty. This means that a businessman should value not only the freedom of his commercial actions, but also the freedom of his competitors, which is expressed in the inadmissibility of interference in their affairs, infringement of even the smallest details of their interests.

Another fundamental principle of business relationships is tolerance, which means the realization of the impossibility of overcoming the "swoop" weaknesses and eradicate the shortcomings of a partner, clients or subordinates. Tolerance gives rise to mutual trust, understanding and frankness, helps to avoid conflict situations.

Business people all over the world have such a concept as business obligation. In the USA, for example, the term is known texas handshake, when the parties simply agree that they will be engaged in some activity together. If one of the parties has violated the terms of the contract, no one else will have

Business with her.

Success formula for Western entrepreneurs: prosperity= professionalism + decency. Abroad, partners who have been tested over the years are highly valued, and newcomers are studied with suspicion and often deleted from their notebooks the names of those who disregard the above principles. Business contacts are cut off immediately as soon as the incompetence or dishonesty of entrepreneurs is discovered, no matter what state they belong to.

The basic tenet of ethics for every self-respecting company: “Profit is above all, but honor is above profit *.

Business has Golden Rule: take care of your customers, and the market will take care of you. The following fact is known. The American firm General Motors once spent $ 3.5 million on postage alone, but did so in order to warn 6.5 million car owners in time of noticed defects in engine mounts. This is how the professional reputation of the manufacturer is formed.

It is very difficult to acquire a good reputation, it sometimes takes years, but you can lose it instantly and often because of a trifle: not responding in a timely manner to phone call or a letter without sending a fax, which is expected, showing bad manners or

lack of tact in any other form. Everything is important for the reputation: the culture of speech, clothing, demeanor, office interior, etc.

Everyone knows that the environment for the functioning of an entrepreneur is the market. But the market is not just a set of sellers and buyers of a certain product (product or service), not just a place of purchase and sale of goods, not a “bazaar”, but above all it is a special logic, psychology. This is a complex system of relationships in which its own rules and concepts must operate, in a word, the market is a significant cultural layer. Of course, the relationship between buyers and sellers in the market is governed by various kinds of laws and other regulations... The more developed is market economy, the more complete and thought out this kind of legislation. But, in addition to laws, the relationship of people in the field of entrepreneurship (including within firms) is governed by the unwritten laws of the market, or ethics of the market.

Certain anti-market behavioral attitudes and stereotypes of thinking have developed in Russia. This refers to those manifestations of social consciousness that delay the progress towards an efficient economy based on the use of market mechanisms. Many new Russian businessmen operate based on principles such as "Profit by any hyena", "Money does not smell", "In commerce, everything is allowed", "You can't cheat- you will not sell. "

The market is not inherently immoral, fraudulent, but those people who bring into it the spirit of profit, money-grubbing, disrespect for the buyer and competitors. There is no doubt that the vices of our nascent business are a kind of derivatives of the general state of public morality today. The business ethical standards of the Russian merchants went down in history, the merchant's word was more expensive than gold and life was the guarantor of this word. Even today, all over the world, market ties are based on trust between partners, on their integrity, increased exactingness towards themselves and others, and a sense of duty. This forms the basis of an entrepreneur's business ethics. For him, this word is law. In civilized countries, multi-million dollar deals are made over the phone, and no one doubts their reliability.

The civilized market is based on unwritten laws, rules of the game and on such moral categories as nobility, reliability, decency, solidarity.

Throughout its history, mankind has developed the following fundamentally different management tools:

1. hierarchy, where the main means of influence is relations
   domination-subordination, pressure on a person from above with the help
   coercion;
2. culture, ethics, i.e. generated and recognized by society
   values, social norms, attitudes, patterns of behavior, rituals,
   which make a person behave this way and not otherwise;
3. market, i.e. a network of equal relations horizontally,
   based on the sale and purchase of products and services, on relationships
   to property, on the balance of interests of the seller and the buyer.

However, these are not just "management tools", but complex mechanisms. In living, real economic and social systems, they almost always all coexist, and depending on what is a priority, what the main stake is on, the essence, appearance is determined economic organization societies

For a long time, there was an administrative command system in our country. It was based on hierarchy, the most powerful management tool. But at the same time there was a "tough" ethic Soviet society, when traditions and social norms of society had a great influence on people in the process of management. Ideology, membership in the party successfully helped to govern. Today, when the administrative command system is gone, the ethics of relations, including business, are gradually disappearing. Ethics in the field of entrepreneurship, as already mentioned, is a reflection of ethical norms in society. The Soviet ideology has disappeared, but what is left? How should a Russian entrepreneur behave? How to manage affairs in new system economic relations? Most likely, over time, the current situation will change, and along with the “market” management tool, the “ethical” will gain more weight, their ratio will be balanced, as in all civilized countries.

Ethical orientation can significantly change the nature of the activity, its quality and, consequently, effectiveness. Combination of positive social orientation a person with high life potential and perfect technique of doing business gives a type that can be conditionally defined as a "dolphin". A negative social orientation with a high life potential and perfect technology of entrepreneurial activity forms the "shark" type.

Accordingly, their ideology is different, the answers to key, meaning-making questions: "What is this world?", "Why do I live?", "How to achieve the goal?" , or even an enemy? " Consequently, the set of means used to achieve the goal will also differ.

"Shark" "Dolphin"

1. ATTITUDE TO PEOPLE

In its main mass all people, most people are worthy

Excluding me, they are evil, weak, deafening and trusting. In a person, the comfy, lazy, deceitful, vicious, there are both good and evil principles of society. They are governed by animals in- Both good and evil, neodistincts and base passions are manifested. They do not appreciate the good in different people depending on what they understand and only understand the language from many factors: natural, strength. They are a means that must be internal and external, as well as used to achieve goals, upbringing, education, situations, and the most dangerous among them are those who are like that. Good can be achieved from someone smarter and stronger than people middle level higher, how by force. Best nya. They are my competitors, i.e. enemies, the way to do business with them - the best way to do business with them - to struggle for a mutually beneficial result - try to be stronger and smarter than them, that. Sincerity and trust in business people trust them less. It would be useful to have a relationship - the best basis for co-mastering the technique of managing them. labor. Proving your pre-Competitors, if possible, should be ascendancy in practice, conquests should be eliminated. If I don’t, then howling the consumer best quality eliminate me. In this world, goods and services survive at lower prices — the strongest. The winner takes it all. nah. Ultimately, this policy pays off. We must strive to understand other people who are not like me.

2.relation to society

Society is a crowd of people, Society and its institutions are

The one who has established the laws, of which odkhanism, the means of reconciliation are beneficial to the interests of the interests, others are not. The consequences of individual individuals and I have the right to violate, but only to special groups, a guarantee of protection when there is no risk of being caught. citizens from arbitrariness. The law, which I consider unjust, must nevertheless be observed until it is changed in a legal way, including thanks to my efforts. The point is not whether I get caught or not when trying to get around the law, but my voluntary choice not to break it. 3. ATTITUDE TO YOURSELF

I am the best, although I am also a belly- In general, I am not a bad person and,

Noah. If I am poor, it is only because, like many others, I am worthy of respect,
that society, its laws and others If I am poor, it is only because
people prevent me from getting rich. not yet inventive enough, not

I am exerting enough strength or have chosen the wrong sphere of their application, poorly educated, poorly organized.

4. ATTITUDE TO THE WORLD AND TO NATURE

The world is hostile, cold and dangerous. The world is wonderful. It provides

Therefore, you always need to be on the lookout. There are so many opportunities for a person to
are only material values, disclosing their abilities, gives
everything else is preaching for a little bit of joy. The world is big
lucky ones. Nature is a storeroom, a play of natural forces in which the participation
from which one should take so much, I howl, too. Life is big
how much is prayed, otherwise others will take, good. She is not limited only to
After us - even a deluge. dim, material. Exists

Spiritual values, enduring: love, friendship, reverence for beauty, for the greatness of the manifestations of the human spirit, we owe nature itself and we must not only preserve it for our children, but also make it even more beautiful

5. ATTITUDE TO RELIGION

Perhaps God exists, but the World obeys not only material

Its laws and laws of people, religious laws. There are also
Knowing morals and business laws - other laws that we feel
Different things. One must, nevertheless, in oneself as a voice of conscience, compassion
to have a reputation as a believer is to burn out the grief of other people. These laws
fit. From the same considerations, it follows that they operate everywhere, including in business
can donate to charity as well. I do not believe out of imitation, but
goals. because I find support in faith and

Support in difficult times, a starting point for difficult decisions. I help others not because it is customary, but because by helping them, I help myself.

6. ATTITUDE TO CASE

My work is the foundation and source - My work is my vocation and

Nickname of my power in the world, means of predestination. This is what I can
shields from people and society. do best by being a master

Your destiny. It is a means to realize your abilities and your ideas. This is an opportunity to live better by helping others with your work.

7. ATTITUDE TO RISK

It is determined only by the ratio. It is determined by the calculation of the long

I am between the expected profit and urgent results, the ratio
potential hazard. between the expected profit and the threat

Zoey will destroy the business, harm other people, for example, those who work with me.

8. PURPOSE OF LIFE

I AM I live for myself. In order for me to live in order to do

She. To see how you become

Reality is changing my most daring

Pasno. Consume all the best, new ideas. In order to leave an add-on about myself, without limiting my desires, I am remembering. To enjoy

have as much as possible more money that - his life and the life of other people would have as much power as possible materially and spiritually richer and a ray of over people and the world in order to live as comfortably and safely as possible -

Life is given only once, one must live as long as possible.

with their abilities and strength, freedom and independence. To be able to honestly look people in the eye and be respected. What matters is not how long I live, but how I live.

9. MEANS OF ACHIEVING THE PURPOSE

Any. Moral choice is determined only by material benefits.

Any legal means, as well as those that do not contradict my moral principles. The choice between a large profit and a good reputation is made in favor of a good reputation. Relying mainly on their own strengths and the trust of partners. 10. WHO ARE MY FRIENDS AND WHO ARE ENEMIES

Potentially all people can become my partners. The main principle by which I choose

Potentially all people are competitors in the struggle for material wealth. With some of them temporarily

You can cooperate, unite - a partner - his business reputation and

Xia against common, the most dangerous ethical position similar to mine,

Competitors. Duration of alliance - Such a person is reliable.
relationship is determined purely
considerations of benefit.

These types have almost the same set of technological properties: both are endowed by nature with outstanding mental abilities and such qualities as energy, independence, independence, the desire to change reality, etc. The functional goal, the task of both types is due to their place in the economic environment and nature economic activity... This goal is to make a profit, to benefit from any event for yourself. At the same time, the types are fundamentally opposite in their most important ethical parameter - social orientation: in relation to the individual, and to oneself in particular, and to society.

It can be assumed that these types in print_rshe are the same in different cultures and even civilizations. Historical and socio

I the cultural context only changes their form. The ideal type remains practically unchanged, just as the human genotype remains unchanged for millennia. One important circumstance should be emphasized here: in an absolutely “pure”, ideal form, not a single type really exists. Rather, it should be about the ratio of properties characteristic of different types, but inherent in one entrepreneur. At the same time, the combination of the features of "shark" and "dolphin" in one person can lead to internal conflicts when resolving moral and ethical problems

It should be noted that "dolphins" are gradually replacing "sharks". This process is gaining momentum, as evidenced, in particular, by the increased interest in the problems of business ethics and the adoption of a code of business ethics in the field of international entrepreneurship.

According to this code, a civilized entrepreneur:

I am convinced of the usefulness of my work not only for myself, but also for others, for society;

Proceeds from the fact that the people around him want and know how to work, strive to realize themselves together with the entrepreneur;

Believes in business, regards it as attractive creativity, treats business as art;

Recognizes the need for competition, but also understands the need for cooperation;

Respects himself as a person, and any person - as himself;

Respects the laws, any property, state power, social movements, social order;

Trusts not only himself, but also others, respects professionalism and competence;

Appreciates education;

Strives for innovation;

Does not shift responsibility for making the right decision onto subordinates;

We tolerate other people's shortcomings;

Aligns the goals of the enterprise with the personal goals of the employees;

Never humiliates anyone;

Has infinite patience.

It was said above that an entrepreneur must create his own image. He must clearly realize that politeness, tact, delicacy are absolutely necessary not only for "the ability to behave in society", but also for ordinary everyday life. We must not forget about the culture of communication, a sense of proportion, benevolence, you need to completely manage your emotions. You need to have your own

The essence of these principles is obvious, but some of them should be considered in more detail.

The principle of "on time" applies not only to coming to work and punctual attitude to business meetings. It also applies to reports and any other assignments assigned to you. Any delay will require some kind of excuse from you, and you will not look as obligatory as the one who delivers everything on time Of course, you have good reasons to ask for a delay, but this is not what the company is interested in! The company needs everything to be done on time. Therefore, it is better to immediately ask for more time in order to calmly do everything.

Experts who study the organization and distribution of working time advise to throw in an extra 20 to 25% for the period that, in your opinion, is required to complete this work, then you will surely meet the allotted time. Let's remember Murphy's Law: all things take longer than it seems, and all the obstacles that may arise must arise, especially

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a civilized style of behavior, the very image of an entrepreneur that guarantees not only half of the success, but also constant satisfaction from the activity.

To master the skills of correct behavior, you need to observe:

Rules of introduction and acquaintance;

Business contacts rules;

Rules of conduct in negotiations;

Requirements for appearance, manners, business attire;

Speech requirements;

The culture of drafting official documents.

It is very important to understand that promotion depends not only on your qualifications - you never know people who know their job well - but also on how well your demeanor corresponds to the situation, how well you can play the role of a person intended fate for a particular position.

An opinion about a person is formed in the very first minutes of an interview with him at a prospective place of work; Usually, those candidates are hired who show the ability to please, and they are promoted to the top of the one with whom it is convenient under all circumstances. There are positions where good manners(the habit of saying "thank you", being polite and courteous, using appropriate language and dressing appropriately) are among the most valuable qualities that positively distinguish the employee and significantly increase his chances of success.

The book in an accessible form acquaints the reader with generally accepted norms of behavior, ignorance and non-observance of which significantly complicate the communication of business people. It shows how important it is for the success of any business to be able to keep oneself in society, how not to act and how to avoid mistakes when business communication... Here recommendations are given regarding the practical aspects of the entrepreneur's activities, such as: personal communication with partners and employees, documentation and business correspondence, telephone conversations, behavior at the negotiating table and at business, official receptions. Are given practical advice concerning intercultural interaction, the models of behavior of representatives of different countries of the world are considered. The purpose of the book is to help Russian entrepreneurs get around the many "pitfalls" that lie in the real, tough world of business.

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