Professional ethics and business communication in the organizational environment are important components of industrial relations, affect the economic activity and stability of the enterprise, and their role cannot be overestimated. Compliance with professional ethics and skills of competent conversation in a team, with partners and clients affect the success of the internal and external activities of the company, preserve its image and reputation.
Business communication
Business communication implies the principles and norms of business etiquette aimed at achieving mutually beneficial results. Regardless of the position and functions of the employee, he must be able to clearly express and argue his own thoughts, analyze the partner’s thinking, form a critical attitude to relevant opinions and proposals.
situations while maintaining professional ethics.
Telephone ethics
Intonation is of primary importance in a telephone conversation, especially at the beginning and end. Any errors in speech, procrastination, stuttering cause tension or irritation in the interlocutor. And if the tone does not match the content of the information, the interlocutor is inclined to trust the intonation.
Before calling, you should formulate the task as briefly as possible, make the necessary notes. After the connection, you need to introduce yourself, indicating your name and the name of the company, and then check with the interlocutor whether he has enough time.
Of course, regardless of the emotional state, one should avoid inappropriate behavior in such a way as to openly express one's own emotions. But excessive politeness in the form of long thanks can cause impatience and irritation in the interlocutor. As extraordinary examples of business communication that require careful preparation, one should indicate cases when the caller needs to be reminded of himself after a long absence, and also offer a service to various types of customers whose preferences are unknown.
Features of incorrect behavior
Incorrect behavior implies:
- offensive remarks against colleagues and clients of the company;
- use of profanity in conversation;
- rudeness, abuse of authority, obsessive behavior;
- tactless gestures towards colleagues and clients.
Also, employee misbehavior includes violating the established dress code of the organization, wearing inappropriate clothing.
Code of Ethics
The Code of Ethics and Official Conduct is drawn up on the basis of the Constitution of the Russian Federation and is developed in accordance with the principles of professional ethics and the rules of conduct of an employee, which he must study when applying for a position. A set of norms in the form of attitudes towards professional duty are designed to ensure the efficiency of the performance of official duties, to help increase the authority of employees in the team.
The Code of Ethics and Service Conduct forms relationships within the workforce. Through it, such concepts as conflict of interest within the company, abuse of authority, data confidentiality, personal integrity, compliance with the principles of he althy competition, and much more are regulated. Any citizen of the Russian Federation has the right to expect employees to behave in accordance with their professional ethics.
Memorandum
Information in the form of a report is intended for higher management in order to bring it to his attention and apply appropriate measures. The difference between a memo and a memorandum is that the latter has legal force. Any person who was present when an employee behaved incorrectly has the right to issue a memorandum on him. In addition to the report, it is permissible to record the facts of such a violation regarding other employees and business partners.
An internal misconduct report must include the following items:
- indicating the culprit of the misbehavior;
- name of injured party;
- names of those present at the time of the incident;
- other circumstances of the incident.
Report functions:
- solving problems of an administrative or production nature;
- proposals to rationalize and improve production;
- message to management about disagreement with the decision of the higher;
- clarification of the circumstances that arose during the conflict with employees or immediate supervisor;
- progress reports;
- complaints when subordinates fail to fulfill their labor duties;
- investigation into improper delegation of duties;
- reporting information about disciplinary violations;
- reporting information about non-standard incidents that could result in material loss or physical harm;
- positive nature of developments requiring management attention.
Responsibility and punishment
For incorrect behavior, disciplinary punishment is provided in the form of a reprimand, remarks. At the same time, dismissal is not allowed, since the actions do not have the nature of a one-time grave.his transgression falls into another category of violations.
The internal investigation does not insist on the indication of the expressions that were used against the injured party. And if the case goes to court, then such details should be confirmed, supported by facts with the help of witnesses.
Satisfaction of the lawsuit by the court
In addition to the alleged punishment under the Labor Code, it is possible to apply paragraphs of Article 152, which reflects the procedure for protecting business reputation.
The lawsuit will be granted under the following conditions:
- recognition of the fact of violation of the code of ethics and official conduct;
- disseminated information raises a question of honor;
- inconsistency of information with reality.
The plaintiff is obliged to provide evidence of the facts of the insult, and the defendant is obliged to confirm the reality.
Professional ethics from a macro perspective
Professional ethics include a system of specific moral norms and principles, taking into account the characteristics of a certain professional activity, which ensures confidential communication.
Several large-scale areas can be identified as consequences of unethical behavior.
- Bribery. This type of action limits the freedom of choice, changes the conditions for decision-making. At the same time, the employee is able to increase his benefit through unearned income. Bribery leads toreallocation of resources in favor of less promising options.
- Coercion. Coercive actions hinder the development of a relationship between a particular seller and customers, are aimed at stimulating the purchase of specific services or products, which is why competition is untenable. As a result, there is an increase in prices, a decrease in the quality of existing products, a narrowing of the range, and a decrease in demand. Fewer resources enter production than would go with unrestricted competition.
- Unreliable information. Distortion of information about the product leads to consumer dissatisfaction, violation of the timing of subsequent deliveries and production cycles. The consequence of false information is an unjustified expenditure of funds.
- Theft. Theft increases the cost of services and products, since the damage is supposed to be compensated for by rising prices. As a result, price increases and irrational redistribution of resources, food shortages.
Psychology and ethics of business communication are components of the complex of basic sciences, based on the principles of their majority. And if the success of society does not depend on one individual, then the success of the company has an impact on the subject and society. Thus, the development of the individual, relationships within the organization, the success of the enterprise and social development are interrelated, so professional ethics always remain relevant.
