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 can hardly be overestimated. The observance of professional ethics and competent conversational skills in the team, with partners and customers affect the success of the internal and external activities of the company, preserve its image and reputation.
Business conversation
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 state and argue his own thoughts, analyze the partner’s thinking, and form a critical attitude to the relevant opinions and suggestions.
As examples of business communication show, a prerequisite is to conduct a conversation and adjust its process, the ability to listen to an interlocutor, to convince and exert a positive influence, to create a favorable atmosphere conducive to productive activities and the elimination of conflict situations, while maintaining professional ethics.
Ethics of telephone communication
Intonation is of primary importance in a telephone conversation, especially at the beginning and end. Any speech errors, procrastination, stuttering cause tension or irritation in the interlocutor. And when the tone does not match the content, the interlocutor is inclined to trust intonation.
Before you call, you should most briefly formulate the task, make the necessary notes. After the connection, you need to introduce yourself, indicating your name and company name, and then check with the interlocutor if he has enough time.
Of course, regardless of the emotional state, you should avoid incorrect behavior in such a way as to openly express your own emotions. But excessive politeness in the form of long thanks can cause impatience and irritation in the interlocutor.
As extraordinary, requiring careful preparation of examples of business communication, it should be noted cases when the caller needs to be reminded of himself after a long absence, as well as offer a service to various types of clients whose preferences are unknown.
Features of incorrect behavior
Incorrect behavior implies:
- offensive remarks about colleagues and clients of the company;
- the use of profanity in a conversation;
- rudeness, abuse of authority, obsessive behavior;
- tactless gestures regarding colleagues and clients.
Also, employee misconduct includes violation of the organization's dress code, wearing inappropriate clothing.
Code of Ethics
The Code of Ethics and Official Conduct is compiled 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 the employee, which he is obliged to study upon entering the post. The set of standards in the form of attitude to professional duty are designed to ensure the effectiveness of the performance of official duties, to help increase the credibility of the employees.
The code of ethics and official conduct forms the relationship within the work collective. It regulates such concepts as a conflict of interest within the company, abuse of authority, data confidentiality, personal integrity, compliance with the principles of healthy competition, and much more. Any citizen of the Russian Federation has the right to expect behavior from employees in accordance with their professional ethics.
Memo
Information in the form of a report is intended for a higher management with the goal of bringing it to his attention and applying appropriate measures. The difference between the official and the memorandum is that the latter has legal force.
Any person who was present at the employee’s incorrect behavior has the right to draw up a report on him. In addition to the report, it is permissible to record the facts of such a violation in relation to other employees and business partners.
The official report on incorrect behavior necessarily includes the following points:
- indication of the culprit of incorrect behavior;
- name of the affected party;
- the names of those present during the incident;
- other circumstances of the incident.
Reporting functions:
- solving problems of an administrative or industrial nature;
- proposals for the rationalization and improvement of production;
- communication to the management of disagreement with the decision of the higher ones;
- clarification of circumstances arising during the conflict with employees or the immediate supervisor;
- reports on the progress of work;
- complaints when subordinates do not fulfill their labor duties;
- investigation into unlawful delegation of duties;
- reporting disciplinary offenses;
- reporting on non-standard incidents that could result in material losses or physical harm;
- the positive nature of events requiring management attention.
Responsibility and Punishment
For misconduct, disciplinary punishment is provided in the form of reprimand, comments. Dismissal is not permitted, as the actions do not have the character of once grave.
If before that, during the year, there has already been a disciplinary sanction against this employee, then a second remark can lead to dismissal, although his misconduct falls into another category of violations.
An internal investigation does not insist on the expression used to address the injured party. And if the case is submitted to court, then such details should be confirmed, backed up by facts with the help of witnesses.
Court Satisfaction
In addition to the alleged punishment according to the Labor Code, it is possible to apply paragraphs of Article 152, which reflects the procedure for protecting business reputation.
The lawsuit will be satisfied under the following conditions:
- recognition of a violation of the code of ethics and official conduct;
- information disseminated affects the issue of honor;
- inconsistency of reality information.
At the same time, the plaintiff is obliged to provide evidence of the facts of the insult, and the defendant is to confirm the relevant facts.
Macro perspective professional ethics
To professional ethics can be attributed a system of concretized moral norms and principles, taking into account the characteristics of a certain professional activity, which ensures confidential communication.
The consequences of unethical behavior include several areas of a large-scale nature.
- Corrupt practices. This type of action limits the freedom of choice, makes changes to the decision-making environment. An employee is able to increase his profit through unearned income. Bribery leads to a redistribution of resources in favor of less promising options.
- Compulsion. Coercive actions hinder the development of relations between a particular seller and customers, aimed at stimulating the purchase of specific services or products, which is why competition is unsound. As a result, there is an increase in prices, a decrease in the quality of available products, a narrowing of the assortment, and a decrease in demand. Less resources come into production than would go if there was unlimited competition.
- Inaccurate information. The distortion of product information leads to customer dissatisfaction, violation of the timing of subsequent deliveries and production cycles. The consequence of false information is an unjustified expense.
- Theft. Theft increases the cost of services and products, as the compensation for damage is assumed due to price increases. As a result - price increases and irrational redistribution of resources, shortage of products.
Psychology and ethics of business communication are the 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 affects the subject and society. Thus, personality development, relationships within the organization, enterprise success and social development are interconnected, therefore professional ethics always remains relevant.