Officer ethics of the head. Service ethics and service etiquette in the state and municipal service

Reservoirs 26.09.2019

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Introduction

1. Service ethics

2. Ethics of civil service as unity of professional and management systems

3. The role of law in the formation and development of public service ethics

4. Basic concepts of professional ethics of civil service

Conclusion

List of used literature

Introduction

Indisputable is the fact that there is no personality outside communication. But the process of communication cannot be spontaneous, unpredictable character. In order for it normally, it is unconfluous, and led to the expected and significant results for both sides, it must obey certain rules of external behavior, the totality of which is denoted by the concept of "etiquette".

However, the unwritten rules themselves regulating the external manifestations of the relationship between people who raise the habit to coordinate their actions with the ideas about respectfulness, goodwill and trust, were developed much earlier. They are due to the needs of the survival and normal functioning of the social organism, the need to muffle the natural instincts laid in each individual and oppose them the rules of communication, based on mutual respect for the interests and on mutual support.

The point of view is enough according to which the etiquette, as an element of the external behavior of a person, is organically not associated with its morality: a person with exquisite manners, since childhood, the political sweep of the politex wisdom can remain arrogant, inherent, immoral. However, such a person is unlikely to be able to mislead the people around him for a long time to be called a human cultural, brought up. The external form of behavior, devoid of moral base, loses its meaning, acquiring only the type of disguised rudeness and disrespect for people, which sooner or later comes out. "Ice" or "Khamskaya" courtesy have nothing to do with genuine human culture. The rules of etiquette, observed only externally, allow a person depending on the circumstances and individual character traits with ease to retreat from them.

1. Service ethics

Official ethics Ethics of public service. // Public service. Problems of professional ethics. Foreign experience. Abstract bulletin. №2 (22), 98. -M.: Publishing House Rags, 2005. -s. 22. - The widespread concept in the field of professional ethics. Under official ethics, they understand the totality of the most common norms, rules and principles of human behavior in its professional, industrial and official activity. These norms must comply with every person who has begun to work. The number of these norms is small. The overwhelming part of them is formulated in the maximum general form, in order to be detailed in relation to specific activities. Requirements of service ethics:

Discipline. Specification of this concept occurs depending on the specifics and content of labor. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of those animals, followed by.

The savings of the material resources provided by the employee for the implementation of production activities. These resources can be the most different. The need to replenish lost resources with a heavy cargo falls on the profit and cost of products, hence the requirement to reduce losses to a minimum. This rate includes saving heat, buildings, techniques, materials, etc.

The correctness of interpersonal relationships. A person in his work should behave in such a way that there are interpersonal conflicts as far as possible, and that others can work comfortably next to it with direct and indirect interpersonal contact.

All these requirements are divided into two subgroups. The first subgroup: includes requirements in interpersonal contacts horizontally (subordinate - subordinate, head-manager). The second subgroup: Includes requirements in interpersonal contacts by vertical (subordinate - head). The main requirement to subordinate is the recognition of the right of the head to give orders, which includes the functional responsibilities assumed by the person under an employment contract.

The subordinate must, based on these duties, appropriately build their behavior, and do not use various forms of evasion from execution of orders. Evasion may be vowels, public, with the statement of certain conditions to the head. It may be hidden, take the character of a secret (with the help of facial expressions, gestures, individual words) provoking the head for open actions against the subordinate. In these situations, the subordinate for the surroundings can often be affected by the suffering side, and the response to it of the head is inadequate. One of the reasons for such behavior of the subordinates may be the desire to maintain a certain social capital, look striking, acquire the status of an informal leader, to achieve any benefits for yourself, etc.

2 . Ethics Gos.impactservice as unity professionnational I. managerialsystems

State Service Ethics of Public Service. / Post Public Service. Problems of professional ethics. Foreign experience. Abstract bulletin. №2 (22), 98. -M.: Publishing House Rags, 2005. -s. 31. - A specific type of activity related to the implementation of the state policy and the implementation on behalf of the state of major economic, social and political programs among the population. The origins of the civil service are searching in the origins of the formation of the state, so in the twentieth century. BC. In the ancient Sumer, there was a first uprising for social justice against the state apparatus, and the primitives of the two-chamber parliament and ethical rules of the civil service appeared.

Ancient Greece and the Imperial Rome played a big role in the formation of ethics of civil service as a prototype of modern bourgeois states. They were analyzing the nature of power, the concept of "power", "interaction with society", "the right" began to form in philosophy.

The historical realities of the formation of civil service in a particular country had a significant role in the formation of ethics of civil service. They made ethical demands more specific, due to the historical realities of this country.

The public service assumes the presence of an existence of a working or another volume of power administrative powers, therefore ethics of the civil service includes all the basic elements of the ethics and culture of management (decision making, its preparation, implementation, foresight of the consequences of decisions taken, etc.). At different levels of civil service, the volume of powerful and administrative powers is different. At the grassroots levels, the volume of these powers is small due to the rigid centralization of the activities of the civil service, ordinary employees perform performing functions, but, nevertheless, they have a certain set of powerful powers.

Ethics of civil service includes a number of elements of ethics of ideologized systems: the requirement of subordination of the main personal qualities of the specifics of the achieved (implemented) idea, the elimination of all those who are unable to apply those methods and methods that are necessary to achieve their goals. The civil service system has always existed official or informal ways to track the behavior of government officials for compliance with their standards imposed in this period to civil servants. There is a system of internal penalties of civil servants.

In the organization of the civil service and its functioning there are many specific points that act in contradiction with the moral qualities required from the civil servant. The morality of officials decomposes from the inside. Such features that negatively affect the moral of civil servants are:

Specific form of remuneration in the public service;

Its territorial device;

Vertical extension in the direction of activity;

A special nature of the flow of labor;

Special interest of individual strata of the population in the activities of the civil service.

Thus, the ethics of the civil service seems to be sufficiently unstable, wounded by a complex dependence on the circumstances. On the other hand, the state employee is the face of the state and the nation, the key to the successful functioning of the state. Therefore, there are a number of qualities that the civil servant must have to possess. In this regard, the right plays a decisive role in organizing civil service.

3 . The role of law in the formation and development of ethics of stateimpactservices

Another profession, in whose activities the right would play such a big role, no. The right to ensure the morality of civil servants dominates, the structure of the civil service, coinlability, replaceability cycles, the system of punishment, offsets, etc. is prescribed.

Thus, in the public service the right is the main regulator of relations between people within the civil service system and with the outside world. Ethics of the civil servant occupies a support position.

The purpose of Nalzdyan's right is the role of law in the formation of ethics of civil service. -M.: Publishing House Rags, 2007. P. 3-5. - to unify and standardize the behavior of civil servants so that neither the frequent changeability, nor the small volume of public communication with the official could affect the perception of the figure of the official as a state representative.

4 . The basic concepts of professional ethics of statehuman service

Professional ethics of a civil servant helps to specify, implement moral values \u200b\u200bin conditions, sometimes very complex, unusual. Professional ethics does not form new principles and the concepts of moral consciousness, it, as it were, "adapts" already well-known principles, concepts to specific areas of human livelihoods. Ethics moral behavior

Professional ethics and professional moral consciousness for their functioning should have its own specific concepts. Briefly consider those of them that will be interested in us most. Perhaps the initial concept of professional ethics is the concept of "professional debt", in which official duties are fixed. It was the awareness of his official debt that encourages representatives of a number of professions to relate to their work with the most responsibility, given the many specific nuances of the relationship of the individual and society, personality and team. Professional duty stimulates self-denial, it is in him a concrete expression of a person's debt.

Such concepts as "professional honor" and "professional dignity" should be allocated. In the concept of a professional honor, an assessment of the importance of a profession in the life of society is expressed. The awareness of this significance is very important for the civil servant and is the basis of professional dignity, self-esteem of its activities. It is important to note that the concepts of "honor" and "service" as public phenomena are closely related to each other. It is not by chance in the old days, a high title was understood in honor of the victim. Honor1 Obolonsky.V / public service. Tutorial. -M.: Case, 2005. P. 30. - This is a combination of higher morality - ethical principles in person. It consists in the moral dignity of a person, his valor, honesty, nobility of the soul, a pure conscience, the desire to follow the sublime ideal of truth, justice, good, serving to their Fatherland.

Honor not only moral, but also the historical category. It is derived from the conditions of the era in which people live, is part of their consciousness, is focused on a particular system of values, behavior norms, etc.

Honor at the same time, the category is active. She manifests itself in the actions of people, in their relationship with each other. Depending on the nature of the relations in which a person may be in relation to other people, several types of honor are distinguished. German philosopher XIX century A. Shopenhauer, emitted, for example, such types of honor as civil, service, military, knight, male, etc.

Of paramount importance for a person, whatever he dealt, has, naturally, a civil honor. According to the philosopher, no man can do without it. Its actions and value applies to all classes, not excluding the highest. Honor obliges all citizens to rides for the interests of their fatherland, multiplying his wealth, good name and glory, respectfully applies to the laws of the state, to maintain public order, cares about old men and children, helping the poorly protected layers of citizens. Indeed, in a legal, democratic, social state, each person has the right to a decent life.

Civilian honor has a significant impact on the honor of the service, at least in the part that is related to the high social significance of the service and official activity. In a modern sense, the service is the service to the state, the Fatherland, the people. Social meaning of service is especially pronounced in turning era in the life of the state, when the responsibility of people for the destinies of the country increases sharply.

The official honor, in addition to social sense, has another, no less important side associated with the implementation of their debt employees. In view of the publicity of the service, the activities of civil servants, their professional, personal qualities are under the closer attention to the public. As Schopenhauer notes, "the service honor lies in the universal opinion of others that a person who occupies his position really has everything necessary for this quality and in all cases accurately performs his official duties.

Professional honor and professional dignity, mutually complementing each other, help maintain a certain, rather high level of morality. Professional honor and professional dignity of the civil servant will be expressed in the decisions and various actions.

Professional morality for a civil servant includes the concept of "professional justice". It's not so easy to be. A civil servant is required to spend a lot of effort to thoroughly explore this or that situation, objective circumstances. Assess the template, on the advice of the authorities - it is much easier. But it is professional justice, a professional conscience and encourages the civil servant to be fair, not to succumb to the pressure of "over", mafia groups, etc. Justice is certainly important in relations with colleagues. Double, triple standards in the estimates of "their" and "strangers", comfortable and not comfortable destroying the moral consciousness of the specialist himself, and the moral and psychological climate of the team. Since communication with a particular person is most of the working time of the main number of civil servants, it is possible to talk with full confidence about such a concept of professional morality as "professional tact".

It is especially worth allocating the basic principles of the professional ethics of a civil servant.

First of all, the principle of humanism is initial for professional ethics, i.e. respectful attitude to every human person, understanding its uniqueness, self-sufficient value. The principle of humanism is opposed to a purely utilitarian attitude to personality, its consideration, mainly, as the means of achieving some other, albeit quite important goals.

The principle of optimism (professional) intersects with the principle of humanism. Thus, the public servant is not easy to fulfill his duties without faith in the fact that his efforts, his work, both accepted and the decisions performed by him contribute to the development of the state, strengthen the principles of democracy, legality and law enforcement. This faith elevates and helps to develop a good start in man.

Any activity, especially the one, which is directly directed to a person must be autonated, spiritualized by a high idea. Therefore, professional ethics of a civil servant must include the principle of patriotism. Obviously, love for the Motherland cannot be combined with dismissive relationships to other countries, other peoples. If you remember the aristotle's arguments about the golden middle, then patriotism can be represented as a middle between two extremes: between national disgrace and governing, imprisonment in front of all foreign. True patriotism includes a constructive attitude towards achieving other peoples.

The basic concepts and principles of professional ethics of a civil servant form its framework, which is filled with "flesh and blood" in various everyday situations.

F.uNKATION ET.

Requirements for GOby state employees

The moral requirements for civil servants can be divided into 4 groups: a group of requirements is associated with the presence of power and administrative powers among officials. Requirements for employees at the level of which decisions are made are transferred to ethics of management (determination, professionalism, ability to leadership, etc.);

Performing discipline. The basis of this requirement is the fact that the life of a person also depends on the civil servant, since the professional function of officials includes the design of documents per person since its birth. Discipline, attentiveness, dictuctance, punctuality, pedantry and law-ability - these qualities characterize the performing discipline;

Such qualities that are determined by the fact that today in the structure of professional activities of officials is increasing the volume of communication. It is important here that communication is not only increasing quantitatively, but also becomes more diverse, dirty. This communication includes new segments of the population, which vary in interest, social status, income level, etc. An official must be inherent in such qualities as communicativeness, openness, respect for someone else's point of view, the ability to listen and hear, restraint, tacty, pupil, spending a word, the ability to file yourself;

Qualities explained by the "Aquarium Effect" bytes G.N. / Ethics and service standards / C-PB / "Peter", 2003, p. 9. This is the special position of the civil servant in society: the acute attention of people (even to his personal life) was chained. From this it follows that the public service is not only a profession, but also a lifestyle. Restraint, asceticism, the feeling of responsibility for the retreat from standards, personal behavior is the qualities of the official who are responsible for the opinion of the public about the state.

With the practical application of the concept and principles of professional ethics of civil service, they acquire the form of ethical requirements. Of these, the main, which should be placed in a public servant both when entering public service and in the performance of state-official authority:

Commitment to the highest moral principles, loyalty to the state; The state employee must put state interests above individual, private interests, goals and objectives of political parties, other public associations;

Compliance with the principles of civil service;

Permanent readiness to make the protection of the Constitution, federal laws and laws of the subjects of the Federation, never to violate the provisions of the adopted oath to the state and not abandon the legitimate requirements for the state position;

Honest service to the state;

The desire to find and use the most efficient and economical ways to perform government problems and functions;

The absence of a state employee elements of discrimination against some subjects, on the one hand, the provision of special benefits and privileges to other subjects, for a special remuneration or without it, on the other;

Never accept any benefits and benefits for yourself and members of your family, using their official authority;

Do not make any personal promises related to public service duties;

Never use any information obtained confidentially during the execution of their job duties as a means of obtaining personal gain;

Do not engage in entrepreneurial activities;

Expose corruption and constantly fight it in state bodies;

Observe the business regime and the correctness of communication with citizens and colleagues;

Strive to create a business image of a civil servant;

Not to express its personal opinion about the current political figures;

Avoid abuse of official position, mercenary or other personal interest;

In communicating with citizens, both in the performance of their powers and in the non-vigorous relations to comply with the generally accepted rules of conduct; behave with dignity; demonstrate a polite correct circulation, impartiality, principle, the desire to deeply understand the essence of the question, the ability to listen and understand another position; equal treatment to all citizens and legal entities; Weightedness of expressed judgments and received management decisions.

The main functions of thispublic service

The specificity of this kind of professional activity as the public service, the features of the socio-legal status of a civil servant and arising from it of relevant official situations, allow us to talk about the etiquette of civil servants as about the combination of specific rules governing the external manifestations of relationships between people in the process of their professional activities in everything Difood of forms of service communication.

In the public service, where relations are built on the basis of subordination, each type of communication (subordinate and chief, colleagues, officials and visitor) has sufficient specificity and subordinate to its practical policy of etiquette oriented and dignity as a higher value.

Etiquette in public service performs various functions. Allocate the information function, the function of standardization of individual and group behavior models, the function of social control and social influence, the function of creating psychological comfort. Rounds of etiquette bytes G.N. / Ethics and service standards / C-PB / "Peter", 2003, p. 19 Inform about how to behave a civil servant in a particular service situation and what behavior should be expected from colleagues, from the head or from subordinates. Standardizing the behavior of each member of the team, etiquette helps them, without thinking, sometimes almost unconsciously, choose a line of behavior in accordance with the real situation and expectations of others, without risking to get into an awkward or predicament or cause complications in relations with others. Following the adopted behavioral rules in each part of communication strengthens confidence in the correctness of its actions, gives rise to self-esteem, creates a sense of psychological comfort.

The basic principles of theseketa civil servant

The basis of the state employee's etiquette is the general principles of modern etiquette, complied with today all over the world: these are the principles of humanism, the feasibility of actions, aesthetic attractiveness of behavior and respect for the traditions of their country and countries, with representatives of which civil servants have to enter business contacts.

The principle of humanism enshrines the moral basis of the business etiquette. It is specified in the requirements addressed to the culture of relationships and including politeness in the entire variety of its shades: correctness, courtesy, courtesy, delicacy, tact, modesty, accuracy. The credo of the principle of humanism: good relations are the key to fruitful cooperation, acting by one of the most effective motivators of work activity, an inappropriate part of organizational culture.

In each specific situation, we choose the form of politeness corresponding to this situation, namely correct politeness, which allows, without disturbing etiquette, give to understand the person our attitude towards his act. Correctness allows parties to preserve self-esteem and not to humiliate the other.

Another form of courtesy is courtesy, respectful courtesy. In official relations, a respectful form of courtesy serves as a reliable way to protect both the dignity of subordinate, and the authority of the head, observing the service hierarchy, to provide respect to the head without the shadow of helpfulness and humiliation and to "honor" the attention of subordinate without arrogance and cv. Calizability has nothing to do with persistence and firmware in the rank medium.

The bright manifestation of the harmony of the inner and external culture of a person is a delicacy, the property of truly educated, intelligent people, the highest expression of goodwill, preventability and friendly.

Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy morality and psychological climate in a team, and each employee has a sense of psychological control and security. She helps to prevent emerging misunderstandings and make communication more pleasant.

Politeness always accompanies tactfulness - then a sense of a measure that allows a person to accurately catch the border between what is possible and what is impossible. It helps to warn the situation that causes awkwardness, and if it still arises - not to notice her. The tactful leader will not "fire" subordinate to the mistake committed to them in the presence of unauthorized persons. A tactful person will not become unceremonious to make comments to a new or more young employee, will not allow himself the desired statements, seeing the shadow of concern or chagrin on the face of the colleague, will not be indispensable about the causes of his condition. He will not give unandoned tips, interfere with personal affairs and disseminate personal information obtained in confidential order.

One of the requirements of the service etiquette is modesty. V. Dal defines a modest person, first of all, as moderate in its demands, unresponsive for himself, who does not put his personality, a decent, quiet in circulation, opposing these qualities of self-confidence, arrogance, self-sufficiency, arrogance, arrogance, increasingness. Unfortunately, this concept in the public consciousness has recently been largely devalued, losing its original meaning, and it became often to be associated with uncertainty, timidity, shyness and mediocrity, with which they believed, do not live.

Thus, the principle of humanism as the most important principle of modern etiquette specified in the requirements of courtesy, modesty, accuracy, has a deep moral basis. The specific rules of behavior arising from it are an external manifestation of respect for a person. Otherwise, no sophisticated manners, no refined speech, are not able to hide the absence of genuine culture, raising education. And disrespect for other people - a sign of the lack of self-esteem.

PRINCIPLE OF HUMANISM Public service: theory and organization. Lecture course. - Rostov-on-Don: "Phoenix", 2006 pp. 159. - the fundamental, but not the only principle underlying the etiquette of a civil servant. Unandardar service and life situations constantly put a person before the problem of choosing a behavior model, relying only for common sense. The principle of feasibility of actions is that it determines the behavior of the civil servant in relations with others in the service situation.

The third principle on which the requirements of modern business etiquette are based - the principle of aesthetic attractiveness of behavior and appearance of the employee of the institution. Upcessly dressed, waving his hands and constantly grimaceous or sulphous, in the excitement of the dispute driving you into the corner or casually, without looking at you, stretching for a greeting, highly stretched out his hand down, talking loudly and noisy struggling with his runny nose man is unlikely to cause sympathy and Give pleasure from communicating with him. Untrequent, deprived of the grace and attractiveness, behavior offends the aesthetic feelings of others and is perceived as a manifestation of disrespect for them.

Each people have their own, developing, customs and traditions. Respect for these traditions and following them - another principle of modern business etiquette. Today, in connection with the active expansion of international relations at all levels, this principle becomes particularly relevant, becomes a guarantor of mutual understanding between representatives of different cultures. Following this principle eliminates serving from unpleasant minutes of awkwardness caused by the ignorance of the characteristics of the country's national etiquette that you have visited or with a representative of which you had to enter into business communication. Even the best motivations and the most gallant manners will not protect you from condemnation, if you, for example, in China, want to kiss the girl's hand, when you meet with a Japanese counterfeit, we will take a business card with your left hand from him, try to present a gift - from a pure heart - the American civil servant , or, chatting with a colleague from the Muslim region, will persistently look into his eyes.

One of the important and powerful principles of modern service etiquette, breaking stereotypes of generally accepted ideas about the rules of good tone is the principle of subordination, dictating the external drawing of the behavior of employees in many situations of business communication. The nature of the personnel management in the public service dictates the need and feasibility of strict subordination of labor relations: "top down" and "bottom-up" (between managers and subordinates) and "horizontal" (between employees of one official status).

Recently, in the practice of labor relations in the public service, the new staff management style is becoming more active (it is called a participative style), the distinctive features of which are openness, awareness, relationship trust, delegation of powers subordinate, etc. This style, facing the consciousness and internal motives of human behavior, is designed for the parity relations of the head and subordinate, on their mutual support and social relationships.

Together with the new style of management in ethics of business relations of civil servants, the principle of parity is approved, peacefully caring with the principle of subordination. It is known that the effectiveness of the discussion of business problems increases when, in the interests of the case, everyone feels equal in the statement of their position, views, arguments, regardless of their position, status, work experience, age, etc.

Knowledge of the basic principles of modern business etiquette allows a person to confidently navigate in any non-standard situation, not to fall aspass and not make mistakes that surrounds the surrounding in his pupils, which could cause serious damage to his image.

The intelligence of civil servants should be determined not only by the level of education, but also to the observance of the ethical principles of legality, justice, humanity, responsibility and impartiality. It should also be combined with the ability to clothe the moral principles that are written by them into the appropriate forms of external behavior, the basis of which is respect for human and its dignity, politeness, tact, modesty, accuracy, aesthetic attractiveness of actions in combination with expediency and common sense.

Conclusion

The traditional structure of the civil service, with a pyramidal and linear device, with administrative administration methods, was developed by centuries, and in a relatively unchanged form existed before the second half of the twentieth century. Problems arose with the entry into the civilization of the industrial society and the transition to post-industrial civilization. Western European countries and America reached the industrial stage of development by the 30th of the twentieth century, but during the Second World War were discarded in their development back. By the 50th. Most countries restored their potential, and the transition to the post-industrial society began. The processes occurring in the world are complicated. Transformations not just accelerated, but compressed. Significantly complicated the situation and manifestation of global problems of humanity (environmental crisis, the accumulation of weapons of weapons of mass lesion, etc.). The traditional ethics of the public service, formed for the previous history, has ceased to work in many respects, to fulfill its functions of the regulator of relations both within the civil service and in the relations of public service with the population. She stopped taking advantage of the rapidly changing situation.

In the change of ethics, the civil service was made several tendencies, which are subject to understanding, both scientists and practitioners dealing with the problems of the development of morality in the field of public administration.

The main directions for which there were changes in the traditional public service system:

Changes in the organizational side of the civil service:

The emergence of staff units (in the presidential administration there is a sociological center). The emergence of the Institute of Advisors.

The appearance beyond the traditional structure of the public administration of units organized by the matrix type to work on projects.

Redistribution of functions between control levels towards increasing the rights and opportunities at the territory level (decentralization of management). This trend began to appear from the 70s.

The growing global problems and the need to combine efforts to solve them led to the accelerated process of creating a variety of international organizations and structures coordinating the activities of states or other issues. The emergence of such organizations forced to think about the need to rapprocherate as legal norms of the functioning of state vehicles, and this in turn led to the emergence of basic educational centers prepare managers of higher links and the gradual approach of the ethical codes of civil services. It was a trend of time.

The gradual translation of the public service on the rails of moderate liberalization. In some countries, it happened sharply (United Kingdom - Margaret Thatcher), in other more smoothly (countries of Eastern Europe). Russia also proclaims the transition to moderate liberalization. States gradually exempt themselves from concerns about the needs of people and from the implementation of the social guarantees taken earlier. This is due to the growing crisis phenomena in the global economy with the constant rise in price of the entire process of functioning of the state.

Significant and very rapid transformation of technical equipment of the activities of the civil service (computerization of activities, the formation of uniform communicative systems, communication), a change in the entire system of stationery items, equipping. Such a transformation, on the one hand, work has simplified, and on the other, it delivered entirely new problems before large detachments, including rethinking the nature of responsibility, the need to acquire new skills in decision-making, in understanding their debt, etc.

Splicing of ethics of civil services and ethics (morals) politicians.

The main reasons for the listed changes are primarily civilizational changes, such as globalization of the economy and the loss of small and medium cities of developed countries of the taxable base when enterprises in countries with developing economies and cheap labor; processes of defederailization and decentralization of management in the system of civil service and municipal management and the formation of greater autonomy of the activities of the fields in the field; The separation of society continued in the transition to the post-industrial civilization is increasingly different in the number and substantially differing in the interests of the layers and groups of the population, etc.

List of used literature

1. Boykov V.E. Professional culture of civil service // Socis. 2005, №2.

2. Public service: Culture of behavior and business etiquette. Tutorial / under total. ed. E.V. Okhotsky. -M.: Publishing House Rags, 2006.

3. Ignatov V.G., Belolipetsky V.K. Professional culture and professional ethics of civil service: the context of history and modernity. Tutorial. -Rostov-on-Don: Publishing Center "Mart T", 2000.

4. Ethics of public service. // Public service. Problems of professional ethics. Foreign experience. Abstract bulletin. №2, 98. -M.: Publishing House Rags, 2005.

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2. Communication of the leader with subordinates .....................................................................

3. Communication between employees ...................................................................... 7

Conclusion ................................................................................................ ..10

Introduction

Indisputable is the fact that there is no personality outside communication. But the process of communication cannot be spontaneous, unpredictable character. In order for it normally, it is unconfluous, and led to the expected and significant results for both sides, it should obey certain rules of external behavior, the totality of which is denoted by the concept of "etiquette".

Service ethics

Service ethics is the widespread concept in the field of professional ethics. Under official ethics, they understand the totality of the most common norms, rules and principles of human behavior in its professional, industrial and official activity. These norms must comply with every person who has begun to work. The number of these norms is small. The overwhelming part of them is formulated in the maximum general form, in order to be detailed in relation to specific activities. Requirements of service ethics:

Discipline. Specification of this concept occurs depending on the specifics and content of labor.

Communication of the head with subordinates

Appeal. The style of communication of the head with an employee (i.e. subordinate) depends on the overall style of relations in the team. The head, as a rule, should contact employees by name and patronymic. The appeal by the surname with the addition of the word "Mr." is possible, but we have not yet been distributed in the country. Do not also contact subordinates by name, and even in the abbreviated version. In our country, the time of time is accepted respectfully calling people by name and patronymic. Such is our long-standing tradition. By name, you can contact the closest employees if they are young and do not object to such familiar circulation.

In business conversation, you need to be able to answer any question. Even on the simplest, asked daily several times "How are you?", It is always necessary to remember the feeling of measure. Not to answer ignorance; Break "normally" and pass by too impolitely, if not rude; Empty in the long reasoning about your affairs - to enjoy the boring. In such cases, business etiquette prescribes to respond about the following:

"Thank you, normally," "Thank you, so far to complain sin," and in turn to ask: "I hope that you are all right?". Such responses are neutral, they soothe all, follow the standards that have developed in Russia: "Do not smooth when things go well."

However, Chekhov, Slovakov, Polyakov and Yugoslavs on the question "How are you?" The rules of business etiquette is not allowed to briefly tell about the difficulties, complain, for example, on the high cost. But they talk about it cheerfully, emphasizing that a business person overcomes difficulties - they are quite a lot in his case, but he knows how to cope with them, and proud of it. And without difficulty and worries live only a slacker.

THE ABILITY TO LISTEN. Next Independent Stage. The ability to listen to your employees. Many seems to: what could be easier than to be able to listen! But listen, it does not mean inactive. Listening, it is necessary to delve into the meaning of not only what the interlocutor says, but also to understand what he says it, he wants from you, with what he came to you. What can you do for him? Do not rush to interrupt the interlocutor, let him speak.

But the genuine business communication of the head with his employees often does not occur on a variety of reasons, the main of which is the availability of social, psychological and other barriers. We list the most characteristic of them:

The lack of psychological compatibility of the head and employee (individual character traits, the manners of behavior of one do not like another). The head (or, on the contrary, an employee) once in some situation allowed a disrespectful attitude. And this alienation continues to be a barrier in communication situations.

The head or subordinate was previously insincere, and even worse, one committed a dishonest act in relation to another. It is for a long time, and sometimes forever, creates a barrier for communication.

The interlocutors are not called each other by name and patronymic, and purely officially appeal to "you".

The expression of the face of one of the interlocutors is impassive, indifferent, and sometimes even boring in relation to the whole that another.

One (manager or employee) considers another incompetent, professionally unprepared.

One of the interlocutors does not have a sense of humor (one joked, and the other did not understand this joke, or perceived as a personal insult).

The head systematically seeks to show his superiority and thus suppresses and even humiliates his employee.

Relationships are too formal, official.

The head in the situation of communication is periodically distracted (for telephone conversations, continues to write something, has an indifferent look).

The head does not enter and does not even want to look into the position of the employee and thereby illustrates his indifference to his employee.

One of the interlocutors in relation to another behaves arrogantly, communicates in the dotted tone.

For communication, the unfavorable setting (many foreign people, too cold or, on the contrary, is too hot in the room).

By clothing, the manner to behave or some other signs one of the interlocutors "illustrates" explicit superiority, its "special position".

One of the interlocutors shows that he hurries somewhere.

The conversation turns into a controversy, and then to find out the relationship. The list of barriers could continue. We led them not by chance, but in order for the manager not to create them. And some of the barriers to communication arose, looking for a way to remove it or at least reduce.

Business communication plays a special role in the life of every person. It determines the relationship between people. Even changing the place of work, the former colleagues continue to communicate with each other. The basic principle of effective business communication and relations of people are ethical standards or rules. Everyone has its own idea of \u200b\u200bcommunication standards, investing your experience, upbringing and ideas about moral values. Therefore, business communication for some is an effective tool for career growth, self-realization, for others - a reason for failures and difficulties in relations with colleagues and bosses.
In the concept of moral norms, there is a certain presentation of the ideal, which is an example for copying and imitued. But it goes against the need for a person to satisfy its needs, which is sometimes directly related to the violation of moral and moral norms. The conflict takes an idea of \u200b\u200bthe norms of behavior and the practical calculation, the desired self-improvement and the real necessity.
Business communication is characterized by the fact that it occurs due to a certain activity, at a certain occasion where people entering into communication are in certain formal relations. In this case, communication is not an end in itself, but only the reason for achieving the ultimate goal of self-realization and socialization of participants in communication.
Back in the distant past, the problems of ethics of business communication were solved. Perhaps the earliest document that came to us is the doctrine of Confucius, preaching the basic principle of communication: "Do not do other things that you do not want to eat."
For this principle, he created more practical advice and comments on production relations:

When you do not know the ritual, you will not be able to establish yourself.

I listen to the words of people and look at their actions.

Whether to fight the untrained people - it means to throw them.

Revocation to business and honestly do with others.

A noble husband when managing people uses everyone's talents; A small person when he leads people, demands that universal.

Hold two ends, but use the middle.

Surprisingly wise words that give an accurate idea of \u200b\u200bthe general line of behavior in the team, the optimal method of manual, the search for a compromise, the "golden mean". The idea of \u200b\u200bthe position of each participant in business communication occupying its social stage is relevant.
Creating provisions on corporate ethics, the head must proceed from the level of development of collective relationships. If the team is new, the formal side of the relationship prevails in it, the staff look at each other and the leader. This is the most suitable moment for the manager to establish its own traditions and laws. If the leader came to the already established team, then it is impossible to break everything at once. It is necessary to think through the way of gradual correction of miscalculations and errors of the former leader, while attracting the leaders of this team.
In modern concepts about ethics of business communication and corporate ethics, as one of the components, it is the principle of control and combination of motives and interests.

Service Ethics of the head

Discipline. Specification of this concept occurs depending on the specifics and content of labor.

1. Service etiquette and tact

The French word "etiquette" has several values \u200b\u200bin Russian: "label", "inscription", "label", as well as "ceremonial", "etiquette". Initially, it marked the peg, to which a piece of paper was tied with the name of the goods, and then - the paper itself with the inscription. Later, the concept of "etiquette" was addressed from the other values \u200b\u200bof this word.

Etiquette is a set of rules of behavior established in the team and adopted as a norm of communication in various life situations. It is also possible to determine etiquette as a set of passage of people; As written (installed) and other, transmitted from a person to a person informally.

Etiquette employee of internal affairs organs is an integral part of its moral, aesthetic culture, which includes regulated forms of behavior and communication with citizens. Knowledge of the norms and rules of service etiquette is one of the most important indicators (and even criteria) of the professionalism and the general culture of the employee of the internal affairs bodies.

Etiquette regulates manners. Manners- The ability to keep yourself, an external form of behavior. The manners include some features of speech (tone, intonation), gestures, facial expressions, gait.

A distinctive feature of the service etiquette of an employee of the internal affairs bodies is its normative character: communication here is regulated by the charters, orders, instructions, instructions, the execution of which is strictly necessary.

The main norms and rules ensuring the beauty of the relationship between employees of the internal affairs bodies are:

strict subordination;

conscious discipline;

mutual respect;

respect for the older in rank, position, age;

performance, punctuality, initiative, excerpt, calm, etc.

In official activity, it is important to adhere to the subordination norms based on compulsory submission of the younger seniors, the rules of service discipline and a clear distinction between professional authority.

In turn, the subordination suggests: power and submission, execution, control, coordination of their actions with the actions of other employees, a ban on the actions of subordinate through the head of their direct supervisor, the designation of the "framework of competence" in making management decisions, fixation of official rights and responsibilities.

Norms of etiquette are instructions for specific forms of behavior in society. Compliance with them makes communication of people much more enjoyable than in violation of these rules or disregard them.

The main rules far do not exhaust all the rules of service etiquette. Currently, special "reminders" are developed containing the rules of conduct. The appointment of them is to help managers in organizing both personal behavior and behavior of subordinates to create a favorable moral and psychological climate in the team.

do not criticize without need, criticism is a means, not a goal;

do not repeat neither publicly, none of one critical signing against a person who has corrected the situation;

without need to do not interfere with subordinate;

the ability to abandon its incorrect decision is more important than false prestige;

understanding, do not use the authorities until all other funds have exhausted;

always thanks for a good job, but we are not taller than bad;

do not make comments subordinates in the presence of unauthorized persons;

the object of critics most often should be poorly performed work, not a person;

the criticism of the errors of the subordinates should not kill in them sense of independence;

the higher the rank of the head, the more attention and time he must devote to the prospects;

the lower the rank of the manager, the more attention and time he should pay human relations, skills to speak, talk, listen;

never irritate, have patience;

never swear (not a matter);

do not get elegance;

take care of your employees to be liberated from worries that distract them from work; Learn on your mistakes; Be careful to someone else's opinion;

be objective in assessing proposals coming from people unpleasant for you;

be careful and objectively to useless offers. Reject roughly useless offers now means to deprive themselves opportunities to receive beneficial offers in the future;

with the deviation of the proposals, be tacty and polite, but the desire for politeness should not change the creatures of the decision; Work can not pass successfully if the atmosphere of an indispensable leader has been created;

do not be afraid of talented subordinates, try to support their reasonable undertakings;

knowledge of the possibilities of its employees - the dignity and advantage of a good boss;

ability to combine humanity with demands - a background of a healthy moral climate in the team; giving orders, be a brief;

the highest form of disrespect for subordinates is to delay the start of work due to the delay of the head or unpreparedness of the meeting;

a good boss makes comments as the deficiencies in the work of subordinates are found, bad - sails them for public debate;

your confidence in the success of the case is the confidence of the whole team; Be timing in telephone conversations; able to obey;

if you want the subordinates to have useful qualities for work, work out them at home; Doing only those issues for which your participation is obligatory (your experience, horizons, authority); Nothing decomposes the work as attributing the merit of the team to one person;

criticizing any employee, create a situation that encourages business answers and comments; be self-critical;

be the chief only at work. Outside the work process you are equal to any employee from the team members;

cultural man greets first;

remember that dubious sources of information (gossip, peres) are harmful to you;

be fair to the person's performance characteristic, even if your relationships leave much to be desired. It is possible that his attitude towards you is a consequence of your imperfections;

starting work, make sure that your rational principles of work from the very beginning have become a subordinate;

you can sometimes not check the positive evaluation of a person. But you have no right to use any negative characteristics of your subordinates without checking;

be vaguely to praising you. Look for the motives for their actions. Finding and excessive praise;

do not neglect the knowledge of the smallest life of subordinates, but do not possess these knowledge (do not do from them without the need of the subject of public speeches);

knowing the motives of the actions of people - one of the fundamentals of the formation of a business mood;

do not forget that subordinate family, and family members have significant dates;

require the fulfillment of certain rules, check whether you perform them yourself;

prefer a pleasant, but uninitative worker "Brushy";

remember that your shortcomings are multiplied by the number of subordinates for which you are a great authority and an imitation object.

Service ethics performs many different functions. It contributes to the cohesion of employees, the organization of a healthy psychological climate, ensuring the effectiveness of work activities, moral and aesthetic education.

Service etiquette includes the norms of informal relations, the basis of which is politeness, tact, modesty, delicacy, accuracy and obligation.

Quality data make the process of communication with a pleasant, joyful, interesting, they contribute to the manifestation of mutual understanding, trust, sympathy between people.

On the contrary, incontinence, rack, disadvantage, familiarity, unlimited gesture, the habit of grabbing the interlocutor for clothes, by hand, look aside during the conversation, interrupt speech, etc. They are anti-psychic qualities of manners, indicate a low human culture, the undevelopment of his feelings, tastes, ideas. They do not contribute to mutual understanding between people, and the Communication process itself makes both unpleasant.

The generally accepted standards and rules of behavior include: politeness and tact, simplicity and modesty, honesty and truthfulness, frankness and directness, generosity and generosity, responsiveness, and sensitivity, moral purity, mutual assistance, mutual respect, and other dormitory standards, without complying with the normal existence of society .

"Nothing costs us so cheaply and is not appreciated so expensive as politeness." Everyone knows the expression of M. Servantes that has become a winged expression. In politeness, the subtlety of the mental organization of a person is manifested, behind it it is his pupil, it implies intellectuality, intelligence and just good attitude towards people, it is the need of cultural people. Everyone wants to see in him first of all the man and treated him in human.

"Pupil people, - wrote A.P. Chekhov, in my opinion, should satisfy the following conditions: they respect the human person, and therefore they are always indulgent, soft, polite, compliant ... they are comprehensive and fear lies like fire ... if they have talent, then respe His ... They raise aesthetics. "

Politenessmanifests itself in all areas of the life and activities of employees: in service, study, everyday life; in their relationship with citizens; in relations with offenders, victims, witnesses; In communication between the employees themselves (the head and subordinate, senior and junior or equal by office and rank). Politeness includes a system of various rules in which the most appropriate forms of contacts between people are enshrined, namely: respect for people, goodwill, attentiveness and manifestation of genuine interest in person, willingness to help and provide a service to everyone who needs it in time ; give way, road, skip forward, etc.; The desire does not disturb the man with their actions, the habit of apologize for the inconvenience unwittingly delivered by a person, etc. The opposite of politeness is rudeness, rudeness, manifestation of arrogance and dismissive attitude towards people.

Suitlessto people associated with polite appeal breeds delicacy.A delicate man with his behavior can warn any rudeness. Assessing the situation, he chooses such words and in such a way that the conflict arising is exhausted.

Courtesyexpresses accurate and at the same time reducing compliance with external forms of respect. Correctness -politely strict, cold, officially respectful attitude towards a person.

Compliance with these rules of communication by each police officer meets the interests of all. In service, their implementation contributes to the achievement of the main goal of activities - the statement of legality, justice and law enforcement, makes it possible to avoid many conflict situations, free or involuntary errors in the conduct of various cases, helps the cohesion of the team, creating a healthy moral and psychological climate and eliminating what interests business In personal relationships, their observance contributes to mutual understanding, establishing a positive moral atmosphere.

In the process of communication between people, such difficult, non-standard and contradictory situations, in which the honor and dignity of people, cannot always be ensured by respecting only alone politeness regulations. In such situations, an employee must find the necessary form of communication - the right word, non-standard action, refusing the usual forms of behavior, i.e. He must show tact.

Professional tact -this is a manifestation in relation to other people a sense of measures, restraint, prudency and decency. The employee of the internal affairs bodies in a number of situations (for example, related to real risk for life) is very difficult to remain constantly tactful, but the official position regardless of the position or title obliges it to be such.

Tactlessness may cause a man of offense and even suffering (annoyance, trouble, humiliation of dignity), although the "offender" does not feed to the interlocutor of ill-sufficiency and even respects him. The ability of the employee of the internal affairs bodies to avoid these extremes in his behavior is the most important property of the tact.

Situations requiring traffic police officers are very diverse. The sense of measure, the beat is necessary in official relations (the attitudes of the head to subordinates and subordinates to the boss, in relations of employees to citizens at their admission, in the post, especially when detaining, searching, conducting investigation, interrogation, etc.); in behavior in public places (on the street, transport, theater, cinema, etc.); in everyday life - when receiving guests, etc. The main purpose of the tact in all respects is the creation of the optimal, most favorable conditions for communication between people, eliminating the causes leading to conflict situations, and the preservation of mutual respect, goodwill between people.

It is impossible to give employees of the internal affairs bodies of the recipe for all occasions. Develop the same stable internal behavior - one of the important tasks of moral education. Like conviction, tactics does not memorize, but is produced by mastering the entire system of moral values, independent active activities and moral education, self-education of the dignity of the individual.

High feeling own dignity,based on the correct assessment of its capabilities and abilities, knowledge of the strengths and weaknesses of its nature, is the necessary property of the culture of communication, the style of the behavior of each person.

Easy -it implies intolerance to the whole showing, to pomp, all sorts of excesses. Simplicity and modesty - the highest advantages of man.

Modesty- The moral quality manifested in the fact that the employee does not recognize and does not expose his special merit, advantages and special rights, voluntarily reports the requirements of discipline, refers to all people with respect and at the same time critically refers to their own merit and disadvantages.

Honesty- Moral quality, including the truthfulness, principle, loyalty to the obligations, conviction is correct, sincerity before others and in front of them. This is a straight action of actions and behavior, hardness, principle, loyalty to your word arising from the deep ideological conviction of man. Antipodes of honesty are betrayal, deception, lies, theft, hypocrisy, odoring.

Truthfulness- The moral quality, characterizing a person who has done for himself to speak only the truth, not to hide from other people and the actual state of affairs.

Principle -moral quality meaning the loyalty to a certain idea in beliefs and consistent manifestation of it in behavior. The principle is closely associated with demanding and sensitivity.

Requirement -to people and to themselves - the presentation of high moral requirements for a person and recognition of his responsibility for their implementation. Requirements must be combined with genuine respect for human dignity.

All these norms are organically connected and determine each other. It is important to remember that in a badly educated person, the courage takes the form of rudeness, the scholarship becomes a pedanticism, wit and fading, simplicity - inoperability, good nature - flatteringness.

These are the main native etiquette rules that determine the beauty and grace of the manner of behavior.

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