Incorrect behavior. Code of Ethics and Service Behavior

Professional ethics and business communication inorganizational environment are important components of production relations, affect the economic activity and stability of the enterprise, and their role is difficult to overestimate. Compliance with professional ethics and skills of competent conversation with the team, with partners and clients influence the success of internal and external activities of the company, retain its image and reputation.

Business conversation

Business communication implies principles and normsbusiness etiquette aimed at achieving mutually beneficial results. Regardless of the position and functions of the employee, he must be able to clearly articulate and argue his own thoughts, analyze the partner's thinking, form a critical attitude to the relevant opinions and suggestions.

As examples of business communication show,an obligatory condition is to conduct a conversation and adjust its process, the ability to listen to the interlocutor, persuade and exert a positive influence, create a favorable atmosphere conducive to productive activities and the elimination of conflict situations, while maintaining standards of professional ethics.

Ethics of telephone communication

Intonation is of primary importance in the telephoneespecially at the beginning and at the end. Any speech error, delay, stutter 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 intonation.

Before calling, it should be most brieflyform the task, make the necessary notes. After the connection, you need to introduce yourself, indicating your name and company name, and then to clarify with the interlocutor whether he has enough time.

Of course, regardless of the emotionalstates, it is necessary to avoid incorrect behavior in such a way as to openly express one's own emotions. But excessive politeness in the form of long gratitude can cause impatience and irritation in the interlocutor.

As extraordinary, requiring carefulpreparation of examples of business communication, it is necessary to specify cases when the caller needs to remind himself after a long absence, and also offer the service to various types of clients whose preferences are unknown.

Features of incorrect behavior

Incorrect behavior implies:

• Comments of offensive character to the colleagues and clients of the company;
• use of profanity in conversation;
• rudeness, excess of authority, obsessive behavior;
• tactless gestures regarding colleagues and clients.

Also, incorrect behavior of the employee includes violation of the established dress code of the organization, the wearing of inappropriate clothing.

Code of Ethics

The Code of Ethics and Service Behavior is drawn upon the basis of the Constitution of the Russian Federation and is developed in accordance with the principles of professional ethics and rules of conduct of the employee, which he is obliged to study when entering the office. Set of norms in the form of attitude to professional duty are called to ensure the effectiveness of the performance of official duties, to promote the increase of authority in the collective among employees.

Code of Ethics and Service Behavior Formsrelationships within the work collective. Through it, such concepts as conflict of interests within the company, abuse of authority, confidentiality of data, inviolability of the person, adherence to the principles of healthy competition and much more are regulated. Any citizen of the Russian Federation has the right to expect employees to behave according to their professional ethics.

Memorandum of Understanding

Information in the form of a report is intended forhigher management with a view to bringing it to its attention and applying appropriate measures. The difference between the service note and the memorandum is that the latter has legal force.

Any person who was present at the incorrectbehavior of the employee, has the right to issue a report on it. In addition to the report, it is permissible to record the facts of such a violation with respect to other employees and business partners.

The service report on incorrect behavior necessarily includes the following items:

• indication of the culprit for incorrect behavior;
• name of the injured party;
• the names of those present during the incident;
• other circumstances of the incident.

Functions of the report:

• solving problems of an administrative or production nature;
• proposals for the rationalization and improvement of production;
• message to management about disagreement with the decision of higher;
• clarification of the circumstances that arose in the course of the conflict with employees or the immediate supervisor;
• reports on the progress of work;
• Complaints when the subordinates do not perform their duties;
• investigation of misallocation of duties;
• informing about disciplinary violations;
• reporting of information on non-standard incidents, the result of which could be material losses or physical harm;
• the positive nature of events that require management attention.

Responsibility and punishment

For misconduct, disciplinary punishment is provided in the form of reprimands, remarks. Dismissal is not allowed, since the actions are not of a single-off nature.

If before that within a year already took placedisciplinary punishment for this employee, a repeated remark may lead to dismissal, although his offense also falls into another category of violations.

The official investigation does not insist on indicatingexpressions that were applied to the affected party. And if the case is referred to the court, then such details should be confirmed, backed up by facts with the help of witnesses.

Satisfaction of the claim by the court

In addition to the alleged punishment under the Labor Code, it is possible to apply the 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;
• the information disseminated affects the question of honor;
• inconsistency of information of reality.

The plaintiff is obliged to provide proof of the facts of the insult, and the defendant - to confirm the facts.

Professional ethics in the macro perspective

To professional ethics can be attributed a systemspecific morals and principles, taking into account the specific features of a certain professional activity, which ensures trusting communication.

As consequences of unethical behavior it is possible to specify several directions of scale character.

1. Corrupt practices. This type of action restricts freedom of choice,makes changes in the conditions for decision-making. The employee at the same time is able to increase his benefits through unearned income. Bribery leads to a redistribution of resources in favor of less promising options.
2. Compulsion. Coercive actions hamper developmentthe relationship between a certain seller and customers, are aimed at encouraging 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, a reduction in demand. There are fewer inputs to production than would go with unlimited competition.
3. Invalidity of information. Distortion of information about the product leads todissatisfaction of consumers, violation of the terms of subsequent deliveries and production cycles. The consequence of unreliable information is an unjustified expenditure of funds.
4. Theft. Theft increases the cost of services and products, since the replenishment of damage is expected due to price increases. As a result, price increases and irrational redistribution of resources, shortage of products.

Psychology and ethics of business communication -components of a 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, personal development, relationships within the organization, enterprise success and social development are interrelated, therefore professional ethics remains relevant always.