Service ethics– the broadest concept in the field of professional morality. Office ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and service activities. Every person who starts working must comply with these standards. The number of these norms is small. The overwhelming majority of them are formulated in an extremely general form, in order to be detailed in relation to specific types of activities.

Work ethics requirements:

Discipline. The specification of this concept depends on the specifics and content of the work. For example, in livestock farming, the concept of discipline will be determined life cycles those animals that are being cared for.

Saving material resources provided to the employee for the implementation of production activities. These resources can be very different. The need to replenish lost resources places a heavy burden on profits and production costs, hence the requirement to reduce losses to a minimum. This standard includes saving heat, buildings, equipment, materials, etc.

Correctness interpersonal relationships. A man in his own sphere labor activity must behave in such a way that there are as few interpersonal conflicts as possible, and that other people feel comfortable working next to him in direct and indirect interpersonal contact.

The requirements of the last group are divided into two subgroups:

1. One of them includes requirements for interpersonal contacts along the vertical (subordinate - manager). One of the main requirements for a subordinate is recognition of the manager’s very right and obligation to give orders, which includes functional responsibilities assumed by a person under an employment contract.

The subordinate must, based on these responsibilities, structure his behavior accordingly and not use various forms of evasion of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the nature of a secret (with the help of facial expressions, gestures, individual words) provoking the manager into open actions against a subordinate. In these situations, the subordinate may often appear to those around him as the suffering party, and the manager’s reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some benefits for themselves, etc.

2.3. Management ethics.

Management ethics is the second largest concept after service ethics. This is a set of norms, rules, principles, ideals that determine the behavior of people in the sphere of exercising power and administrative powers, i.e. in the field of management.

All norms of management ethics can be divided into two groups: norms associated with the decision-making process and norms regulating the process of communication with subordinates and other managers (horizontally and vertically). (See note) 1

The rules governing the decision-making process can be divided into three subgroups:

Rules governing the process of raising a problem and preparing a solution.

All decisions of a leader should be permeated with responsibility, and perhaps the most important thing should be the presence of civil courage to bear responsibility for the decisions made under his leadership. The requirements of management ethics apply to all levels of management, from the lowest to the highest, and vary depending on the level of management. The scope of ethical requirements varies depending on the level of management; at upper levels it is higher. At the lower levels, requirements do not differ very significantly in various types activity, and at the top – the specificity of the type of activity imposes significant differences on moral requirements. The manager is not always aware of the complexity of those mechanisms that interfere with decision making.

At the first stage of preparing management decisions, a contradiction often arises between knowledge about the need for specific changes and ignorance of specific ways, methods and means of these changes, ignorance of the functioning mechanism of the object that needs to be managed. There needs to be a clear awareness of the fact that any management problem that arises has at least two, and more often, many possible solutions. Solutions differ: in the duration of achieving the desired result;

material costs; the number of funds and structures attracted;

the peculiarity of satisfying the palette of interests of various people, social groups, organizations, political forces interested in this decision.

The next necessary quality of a leader is the ability to foresee the consequences of decisions made and predict the results obtained. Having imagination helps in decision making. A feature of foresight and forecasting is the need to calculate moral implications decisions made. There are no decisions at all that would not have moral consequences, only these consequences can be more or less profound. The peculiarity of moral consequences is that they can change their meaning from a positive initial result to a negative one subsequently and vice versa.

Society is becoming increasingly fragmented. This also applies to a specific organization, which reflects the processes occurring in society. Due to the presence of a large number of different groups, fragmentation of interests appears, which changes the very concept of professionalism. The professionalism of a manager (especially in the field of public service) is increasingly understood as the ability, in the process of preparing and making decisions, to communicate with representatives of various interest groups, and in the process of this communication to strive to understand the nature of interests, the specifics of their possible consideration in management decisions, the possibility of achieving agreement of interests in various solutions. The more society grows, the more complex the decision-making process becomes (one must strive to satisfy as many groups of the population as possible, and at the same time the number of options in decision-making increases).

Rules governing the process of discussion and decision making.

At the stage of discussion and decision-making, the leader should strive to ensure that, if possible, representatives of all groups, segments of the population, all those whose interests may be affected by the decision taken, take part in the discussion. It is necessary that the most complete examination data and statistical data on possible options solutions.

When preparing examinations and reviews of each solution option, it is necessary that reasoned positions “for” and “against” each solution option be presented in everything related to material costs, necessary resources, the involvement of various structures and the specifics of possible positive and negative consequences.

If during the discussion it becomes obvious that the leader's preferred solution option is less satisfying the interests of various groups than another, the leader leading the discussion must have the courage to give up his opinion in favor of the majority, and not insist on the wrong solution option that he chose exactly him. In a broad sense, a leader needs such qualities as professionalism, competence, confidence in his competence, will, organizational skills and a general set of leader qualities: self-confidence, the ability to captivate people, the ability to “ignite” interest in the business, etc. But any of these qualities, presented in excess, can turn into its opposite. Thus, the will to achieve a goal turns into the imposition of one’s desires, confidence in one’s competence turns into belief in one’s infallibility.

Belief in infallibility, combined with excess will, gives rise to a specific type of leader who always feels he is right and strives under any conditions and, regardless of the possible consequences, to insist on his own at all costs.

The opposite type of people among managers are characterized as “teachable”, “suggestible”, etc.

Execution and control over the implementation of the decision.

There is a point of view that the execution of a decision is a purely administrative process, which includes formalizing the decision, identifying executors, bringing the assigned tasks to their attention, drawing up a plan for implementing the decision, etc. In fact, the main thing in the execution of a decision is that at the moment of its execution, a decision made in relation to any organization (system) can introduce this system into a state of instability. The main responsibility of the manager in the process of monitoring the implementation of the decision is to monitor the state of the system to detect signs of instability. If such signs appear, it is necessary to either stop the process of executing the decision or take some corrective action.

INTRODUCTION

I. Service ethics

II. Specifics of formation of public service ethics

1. Public service ethics as the unity of professional and management systems

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

3.Basic concepts professional ethics civil service

III. Functions of etiquette on public service

1. Requirements for civil servants

2. Basic functions of etiquette in public service

IV. Basic principles of civil servant etiquette

CONCLUSION

LIST OF REFERENCES USED

INTRODUCTION

It is an indisputable fact that there is no personality outside of communication. But the communication process cannot be spontaneous, unpredictable. In order for it to proceed normally, without conflict, and to lead to expected and significant results for both parties, it must obey certain rules external behavior, the totality of which is denoted by the concept of “etiquette”.

However, the unwritten rules themselves, regulating the external manifestations of relationships between people, fostering the habit of coordinating their actions with ideas about respect, goodwill and trust, were developed much earlier. They are determined by the needs of survival and normal functioning of the social organism, the need to muffle the natural instincts inherent in each individual and contrast them with rules of communication based on mutual respect for interests and mutual support.

There is a fairly widespread point of view according to which etiquette, as an element of a person’s external behavior, is not organically connected with his morality: a person with refined manners, who has absorbed the wisdom of politeness since childhood, can remain arrogant, inhumane, and immoral. However, such a person is unlikely to be able to mislead the people around him for a long time regarding the right to be called a cultured and educated person. External form behavior, devoid of a moral basis, loses its meaning, acquiring only the appearance of disguised rudeness and disrespect for people, which sooner or later will come out. “Icy” or “boorish” politeness has nothing to do with genuine human culture. Rules of etiquette, observed only externally, allow a person, depending on circumstances and individual character traits, to easily deviate from them.

I. Service ethics

Office ethics is the broadest concept in the field of professional ethics. Office ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and service activities. Every person who starts working must comply with these standards. The number of these norms is small. The overwhelming majority of them are formulated in extremely general view, so as to be detailed in relation to specific activities. Work ethics requirements:

Discipline. The specification of this concept depends on the specifics and content of the work. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of the animals being cared for.

Saving material resources provided to the employee for production activities. These resources can be very different. The need to replenish lost resources places a heavy burden on profits and production costs, hence the requirement to reduce losses to a minimum. This standard includes saving heat, buildings, equipment, materials, etc.

Correctness of interpersonal relationships. A person in the field of his work activity must behave in such a way that there is as little as possible interpersonal conflicts, and so that other people feel comfortable working around him through direct and indirect interpersonal contact.

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

The subordinate must, based on these responsibilities, structure his behavior accordingly and not use various forms of evasion of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the nature of a secret (with the help of facial expressions, gestures, individual words) provoking the manager into open actions against a subordinate. In these situations, the subordinate may often appear to those around him as the suffering party, and the manager’s reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some benefits for themselves, etc.

II . Specifics of formation of public service ethics

1. Public service ethics as the unity of professional and management systems

Public service is a specific type of activity associated with the implementation of state policy and the implementation on behalf of the state of basic economic, social and political programs among the population. The origins of the civil service are sought in the origins of the formation of the state, so in the twentieth century. BC In Ancient Sumer, the first uprising for social justice against the state apparatus took place, and the beginnings of a bicameral parliament and ethical rules for the civil service appeared there.

Ancient Greece and Imperial Rome played a large role in the formation of public service ethics as prototypes of modern bourgeois states. They analyzed the nature of power, and the concepts of “power,” “interaction with society,” and “the role of law” began to form in philosophy.

The historical realities of the formation of the civil service in a particular country played a significant role in the formation of civil service ethics. They made ethical requirements more specific, conditioned by the historical realities of a given country.

The civil service presupposes that each employee has a certain amount of administrative authority, therefore the ethics of the civil service includes all the basic elements of ethics and management culture (decision making, its preparation, implementation, anticipation of the consequences of decisions, etc.). At different levels of the civil service, the volume of administrative powers is different. At the lower levels, the volume of these powers is small due to the strict centralization of the activities of the civil service; ordinary employees perform executive functions, but, nevertheless, they have a certain set of powers.

The ethics of public service includes a number of elements of the ethics of ideologized systems: the requirement to subordinate basic personal qualities to the specifics of the idea being achieved (implemented), the exclusion of all those who are unable to apply the methods and methods that are necessary to achieve the goals. In the civil service system, there have always been formal or informal ways of monitoring the behavior of government officials for compliance with the standards required of civil servants at a given time. There is a system of internal punishments for civil servants.

There are many specific aspects in the organization of the civil service and its functioning that contradict what is required of a civil servant moral qualities. The morality of officials is decomposing as if from within. Such features that negatively affect the morale of civil servants are:

Specific form of remuneration in the civil service;

Its territorial structure;

Vertical alignment according to the area of ​​activity;

The special nature of labor turnover;

Particular interest of certain segments of the population in the activities of the civil service.

Thus, the ethics of a civil servant seems to be a rather unstable, vulnerable set of qualities, highly dependent on circumstances. On the other hand, a civil servant 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 a civil servant must possess. In this regard, the right plays decisive role in the organization of public service.

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

There is no other profession in which law plays such a large role. The law dominates in ensuring the morality of civil servants; it prescribes the structure of the civil service, subordination, rotation cycles, a system of punishments, removals, etc.

Thus, in the civil service, law is the main regulator of relations between people within the civil service system and with the outside world. Civil servant ethics occupies a supporting position.

The purpose of the law is to unify and standardize the behavior of civil servants so that neither frequent turnover nor the small amount of communication between the population and the official could influence the perception of the official as a representative of the state.

3. Basic concepts of professional ethics of public service

The professional ethics of a civil servant helps to concretize and realize moral values ​​in conditions that are sometimes very difficult and unusual. Professional ethics does not form new principles and concepts moral consciousness, it seems to “adapt” already known principles and concepts to specific spheres of human life.

Professional ethics and professional moral consciousness for their functioning must have their own specific concepts. Let's briefly look at those that will interest us most. Perhaps the initial concept of professional ethics is the concept of “professional duty”, in which official duties are recorded in sufficient detail. It is the awareness of one’s official duty that encourages representatives of a number of professions to treat their work with the greatest responsibility, taking into account many specific nuances of the relationship between the individual and society, the individual and the team. Professional duty stimulates dedication; it is in it that a person’s duty finds concrete expression.

Such concepts as “professional honor” and “professional dignity” should also be highlighted. The concept of professional honor expresses an assessment of the significance of a particular profession in the life of society. Awareness of this significance is very important for a civil servant and forms the basis of professional dignity and self-esteem of one’s activities. It is important to note that the concepts of “honor” and “service” as social phenomena are closely related. It is no coincidence that in the old days honor meant a high rank or position. Honor is a set of highest moral and ethical principles in an individual. It contains the moral dignity of a person, his valor, honesty, nobility of soul, clear conscience, the desire to follow the sublime ideal of truth, justice, goodness, service to one’s fatherland.

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

Honor is also an active category. It manifests itself in the actions of people, in their relationships with each other. Depending on the nature of the relationship in which a person may be in relation to other people, several types of honor are distinguished. German philosopher XIX century A. Schopenhauer, identified, for example, such types of honor as civil, service, military, knightly, male, etc.

Of primary importance for a person, no matter what he does, is, naturally, civic honor. According to the philosopher, not a single person can do without it. Its actions and meaning extend to all classes, not excluding the highest. Honor obliges all citizens to take care of the interests of their fatherland, to increase its wealth, good name and glory, to respect the laws of the state, to support public order, takes care of the elderly and children, and helps vulnerable citizens. After all, in a legal, democratic, social state Every person has the right to a decent life.

Civil honor also has a significant impact on official honor, at least in that part that is associated with the high social significance of service and official activities. In the modern understanding, service is service to the state, the Fatherland, and the people. The social meaning of service is especially clearly manifested in critical epochs in the life of the state, when people's responsibility for the fate of the country sharply increases.

Official honor, in addition to social meaning, has another, no less important aspect related to the performance by employees of their duties. Due to the publicity of the service, the activities of civil servants, their professional and personal qualities are under close attention public. As Schopenhauer notes, “Official honor consists in the general opinion of others that the person holding his position really has all the qualities necessary for this and in all cases accurately fulfills his official duties.

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

Professional morality for a civil servant includes the concept of “professional justice”. Being fair is not that easy. A civil servant needs to spend a lot of effort to thoroughly examine a particular situation and objective circumstances. It is much easier to evaluate using a template, on the advice of your superiors. But it is professional justice, professional conscience that encourages a civil servant to be fair, not to succumb to pressure from “above”, mafia groups, etc. Justice, of course, is also important in relations with colleagues. Double and triple standards in assessments of “us” and “strangers”, convenient and inconvenient, destroy both the moral consciousness of the specialist himself and the moral and psychological climate of the team. Since communication with a specific person makes up the majority of the working time of the majority of civil servants, we can speak with complete confidence about such a concept of professional morality as “professional tact.”

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

First of all, the starting point for the professional ethics of a civil servant is the principle of humanism, i.e. respectful attitude towards each human person, understanding of its uniqueness and self-sufficient value. The principle of humanism is opposed to a purely utilitarian attitude towards the individual, considering it mainly as a means of achieving some other, albeit quite important, goals.

The principle of optimism (professional) intersects with the principle of humanism. Thus, it is not easy for a civil servant to fulfill his duties without the belief that his efforts, his work, both the decisions he makes and the decisions he carries out contribute to the development of the state, strengthening the principles of democracy, law and order. This faith elevates and helps to develop a good beginning in a person.

Any activity, especially one that is directly aimed at a person, must be overshadowed and inspired by a lofty idea. Therefore, the professional ethics of a civil servant must include the principle of patriotism. It is obvious that love for the Motherland cannot be combined with disdain for other countries and other peoples. If we recall Aristotle’s arguments about the golden mean, then patriotism can be imagined as the mean between two extremes: between national arrogance and humiliation, ingratiation to everything foreign. True patriotism includes a constructive attitude towards the achievements of 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.

III . Functions of etiquette in public service

1. Requirements for civil servants

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

Performance discipline. This requirement is based on the fact that sometimes a person’s life depends on a civil servant, since the professional function of officials includes processing documents for a person from the moment of his birth. Discipline, attentiveness, diligence, punctuality, pedantry and law-abidingness - these qualities characterize executive discipline;

Such qualities that are determined by what is in the structure today professional activities officials, the volume of communication increases. The important thing here is that communication not only increases in quantity, but also becomes more diverse and varied in character. This communication includes new segments of the population that differ in interests, social status, income level, etc. An official must have such qualities as communication, openness, respect for someone else’s point of view, the ability to listen and hear, restraint, tact, good manners, mastery of words, and the ability to present oneself;

Qualities Explained by the Fishbowl Effect. This is the special position of a civil servant in society: people’s attention is focused on him (even to his personal life). It follows from this that public service is not only a profession, but also a way of life. Restraint, asceticism, a sense of responsibility for deviating from standards, personal behavior - these are the qualities of an official that are responsible for what opinion the population will have about the state.

At practical application concepts and principles of professional ethics in public service take the form of ethical requirements. Of these, the main ones that must be presented to a civil servant both when entering the civil service and when exercising public service powers are:

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

Compliance with the principles of public service;

Constant readiness to defend the Constitution, federal laws and laws of the constituent entities of the federation, never violate the provisions of the taken oath of allegiance to the state and not renounce the legal requirements of public office;

Honest service to the state;

The desire to find and use the most effective and economical ways to perform government tasks and functions;

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

Never accept any benefits or advantages for yourself and your family members while using your official powers;

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

Never use any information obtained in confidence during the performance of your official duties as a means of obtaining personal gain;

Do not engage in entrepreneurial activity;

Expose corruption and constantly fight it in government bodies;

Maintain business rules and correct communication with citizens and colleagues;

Strive to create a business image of a civil servant;

Do not publicly express your personal opinion about current political figures;

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

In communicating with citizens, both in the exercise of their powers and in off-duty relationships, comply with generally accepted rules of conduct; behave with dignity; demonstrate polite, correct treatment, impartiality, adherence to principles, the desire to deeply understand the essence of the issue, the ability to listen and understand another position; equal treatment of all citizens and legal entities; balanced judgments expressed and management decisions made.

2. Basic functions of etiquette in public service

The specificity of this type of professional activity, such as civil service, the peculiarities of the social and legal status of a civil servant and the corresponding official situations arising from it, allow us to speak of the etiquette of civil servants as a set of specific rules that regulate the external manifestations of relationships between people in the process of their professional activities in everything variety of forms of official communication.

In the civil service, where relationships are built on the basis of subordination, each type of communication (subordinate and superior, colleagues, official and visitor) has sufficient specificity and is subject to its own practice-developed rules of etiquette, focused on honor and dignity as the highest value.

Etiquette in the public service performs various functions. There is an information function, a function of standardizing models of individual and group behavior, a function social control and social influence, the function of creating psychological comfort. Etiquette norms inform how a civil servant should behave in a particular official situation and what behavior should be expected from colleagues, from a superior or from subordinates. By 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 the expectations of others, without the risk of getting into an awkward or difficult situation or causing complications in relationships with others. Following the accepted rules of behavior for each of the parties to communication strengthens confidence in the correctness of their actions, gives rise to self-respect, and creates a feeling of psychological comfort.

IV . Basic principles of civil servant etiquette

The basis of civil servant etiquette is general principles modern etiquette, observed today throughout the world: these are the principles of humanism, expediency of actions, aesthetic appeal of behavior and respect for the traditions of their country and countries with representatives of which civil servants have to enter into business contacts.

The principle of humanism establishes the moral basis of business etiquette. It is concretized in requirements addressed to the culture of relationships and including politeness in all the diversity of its shades: correctness, courtesy, courtesy, delicacy, tact, modesty, accuracy. Credo of the principle of humanism: good relations are the key to fruitful cooperation, acting as one of the most effective motivators of work activity, an integral part of organizational culture.

In each specific situation we choose the appropriate form of politeness for a given situation, namely correct politeness, which allows, without violating etiquette, to make a person understand our attitude towards his action. Correctness allows the parties to maintain self-esteem and not humiliate the other.

Another form of politeness is courtesy, respectful politeness. In professional relationships, the respectful form of politeness serves in a reliable way to protect both the dignity of the subordinate and the authority of the leader, observing the official hierarchy, to show respect to the boss without a shadow of helpfulness or humiliation, and to “honor” the subordinate with attention without arrogance and arrogance. Courtesy has nothing to do with helpfulness and servility in an official environment.

A striking manifestation of the harmony of a person’s internal and external culture is delicacy, a characteristic of truly well-mannered, intelligent people, the highest expression of goodwill, helpfulness and friendliness.

Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy morale in the team. psychological climate, and each employee has a feeling of psychological control and security. It helps prevent misunderstandings and make communication more pleasant.

Politeness is always accompanied by tactfulness - that sense of proportion that allows a person to accurately grasp the boundary between what is possible and what is not. It helps to prevent a situation that causes awkwardness, and if it does arise, not to notice it. A tactful leader will not “scold” a subordinate for a mistake he has made in the presence of strangers. A tactful person will not unceremoniously make comments to a new or younger employee, will not allow himself to make categorical statements when he sees a shadow of concern or grief on a colleague’s face, and will not intrusively inquire about the reasons for his condition. He will not give unsolicited advice, interfere in personal affairs and distribute personal information received in confidence.

One of the requirements of official etiquette is modesty. V. Dahl defines a modest person, first of all, as moderate in his demands, undemanding for himself, not putting his personality first, decent, quiet in his manners, contrasting these qualities with self-confidence, arrogance, pride, arrogance, impudence, insolence. Unfortunately, this concept in the public consciousness lately has been largely devalued, having lost its original meaning, and has often become associated with uncertainty, timidity, shyness and mediocrity, which, it is believed, cannot be lived with.

Thus, the principle of humanism as the most important principle of modern etiquette, concretized in the requirements of politeness, modesty, accuracy, has a deep moral basis. The specific rules of behavior arising from it act as an outward manifestation of respect for a person. Otherwise, no refined manners, no refined speech can hide the lack of genuine culture, the inferiority of upbringing. And disrespect for other people is a sign of lack of self-respect.

The principle of humanism is fundamental, but not the only principle underlying the etiquette of a civil servant. Non-standard service and life situations constantly confront a person with the problem of choosing a behavior model, relying only on common sense. The principle of expediency of actions is what largely determines the behavior of a civil servant in relationships with others in an official situation.

The third principle on which the requirements of modern business etiquette are based is the principle of aesthetic attractiveness of behavior and appearance employee of the institution. A person who is unkemptly dressed, waving his arms and constantly grimacing or sullenly frowning, in the excitement of an argument, driving you into a corner or carelessly, without looking at you, holding out his hand arrogantly outstretched palm down for greeting, talking loudly and noisily fighting his runny nose is unlikely to arouse sympathy and will bring pleasure from communicating with him. Ugly, graceless and attractive behavior is offensive aesthetic feelings others and is perceived as a manifestation of disrespect for them.

Each nation has its own customs and traditions that have evolved over centuries. Respect for these traditions and following them is another principle of modern business etiquette. Today, due to the active expansion of international relations at all levels, this principle is of particular relevance and becomes a guarantor of mutual understanding between representatives different cultures. Following this principle saves the employee from unpleasant moments of awkwardness caused by ignorance of the features national etiquette the country you visited or with a representative of which you had to enter into business communication. Even the best intentions and the most gallant manners will not protect you from condemnation if, for example, in China you want to kiss a girl’s hand and, when meeting a Japanese colleague, accept it from him business card With your left hand, you will try to present a gift - from the bottom of your heart - to an American government employee, or, while talking with a colleague from a Muslim region, you will stubbornly look into his eyes.

One of the important and powerful principles of modern office etiquette, breaking the stereotypes of generally accepted ideas about the rules of good manners, is the principle of subordination, which dictates the external behavior of employees in many situations. business communication. The very nature of personnel management in the public service dictates the need and expediency of strict subordination of labor relations: “top-down” and “bottom-up” (between managers and subordinates) and “horizontally” (between employees of the same official status).

Recently, the practice of labor relations in the public service has increasingly begun to include new style personnel management (it is called participative style), distinctive features which - openness, awareness, trusting relationships, delegation of authority to subordinates, etc. This style, addressed to the consciousness and internal motives of human behavior, is designed for parity relations between the leader and the subordinate, for their mutual support and social relationships.

Along with the new management style, the principle of parity, peacefully coexisting with the principle of subordination, is being established in the ethics of business relations of civil servants. It is known that the effectiveness of discussing business problems increases when, in the interests of the business, everyone feels equal in expressing 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 any non-standard situation, not get into trouble and not make mistakes that allow others to doubt his upbringing, 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 by compliance with the ethical principles of legality, justice, humanity, responsibility and impartiality. It must also be combined with the ability to translate the moral principles they profess into appropriate forms of external behavior, the basis of which is respect for a person and his dignity, politeness, tact, modesty, accuracy, aesthetic appeal of actions, combined with expediency and common sense.

CONCLUSION

The traditional structure of the civil service, with a pyramidal and linear structure, with administrative methods of administration, took shape over centuries, and existed in a relatively unchanged form until the second half of the twentieth century. Problems arose with the entry of the world into the civilization of industrial society and the transition to post-industrial civilization. Countries Western Europe and America reached the industrial stage of development by the 30s of the twentieth century, but during the Second World War they were thrown back in their development. By the 50s. most countries restored their potential, and the transition to a post-industrial society began. The processes taking place in the world have become more complex. Transformations not only accelerated, but were compressed. Significantly complicated the situation and manifestation global problems humanity ( environmental crisis, stockpiling of weapons mass destruction etc.). The traditional ethics of the civil service, formed over the previous history, have largely ceased to work, to fulfill their functions as a regulator of relations both within the civil service and in the relations of the civil service with the population. She could no longer keep up with the rapidly changing situation.

In changing the ethics of the civil service, several trends have taken shape, which are the subject of comprehension by both scientists and practitioners dealing with the problems of development of morality in the field public administration.

The main directions in which changes took place in the traditional public service system:

Changes in the organizational side of the civil service:

The emergence of headquarters units (there is a sociological center in the presidential administration). The emergence of the institution of advisers.

The emergence of units outside the traditional structure of public administration, organized according to a matrix type, to work on projects.

Redistribution of functions between management levels in the direction of increasing rights and opportunities at the territorial level (decentralization of management). This trend began to appear in the 70s.

The growth of global problems and the need to unite efforts to solve them has led to accelerated process creating a variety of international organizations and structures coordinating the activities of states on certain issues. The emergence of such organizations made us think about the need for rapprochement as legal norms functioning of state apparatuses, and this in turn led to the emergence of basic educational centers that train managers senior levels, and about the gradual convergence of ethical codes of civil services. This was the spirit of the times.

Gradual transfer of the civil service to the rails of moderate liberalization. In some countries this happened abruptly (Great Britain - Margaret Thatcher), in others more gradually (countries Eastern Europe). Russia is also proclaiming a transition to moderate liberalization. States are gradually freeing themselves from caring about the needs of people and from fulfilling previously assumed social guarantees for the population. This is due to the growing crisis in the global economy with the constant rise in cost of the entire process of functioning of the state.

Significant and very rapid transformation of the technical equipment of the civil service (computerization of activities, formation of unified communication systems, communications), changes in the entire system of office supplies and equipment. Such a transformation, on the one hand, simplified work, but on the other, it presented completely new problems to large groups of civil servants, including rethinking the nature of responsibility, the need to acquire new skills in decision-making, understanding their duty, etc.

Merging the ethics of civil service and ethics (morality) of politics.

The main reasons for these changes are primarily civilizational changes, such as the globalization of the economy and the loss of the tax base by small and medium-sized cities in developed countries when enterprises are transferred to countries with developing economies and cheap prices. labor force; processes of deferralization and decentralization of management in the system of public service and municipal government and the formation of greater autonomy in the activities of local government bodies; the ongoing stratification of society in the context of the transition to post-industrial civilization into ever smaller layers and groups of the population with significantly different interests, etc.

LIST OF REFERENCES USED

1. Boykov V.E. Professional culture of public service // Socis. 2005, no. 2.

2. Public service: culture of behavior and business etiquette. Textbook / Under general. ed. E.V. Okhotsky. -M.: Publishing house RAGS, 2006.

3. Ignatov V.G., Belolipetsky V.K. Professional culture and professional ethics of public service: historical context and modernity. Study guide. -Rostov-on-Don: Publishing center “Mart T”, 2000.

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

Ethics of public service.//Public service. Problems of professional ethics. Foreign experience. Abstract bulletin. No. 2 (22), 98. -M.: Publishing house RAGS, 2005. -P. 22.

Ethics of public service.//Public service. Problems of professional ethics. Foreign experience. Abstract bulletin. No. 2 (22), 98. -M.: Publishing house RAGS, 2005. -P. 31.

Nalbadyan J.. The role of law in shaping the ethics of public service. -M.: Publishing house RAGS, 2007. P. 3-5.

1 Obolonsky A.V / Public service. Study guide. -M.: Delo, 2005. P. 30.

Baytov G.N. / Ethics and standards of service / St. Petersburg / “Peter”, 2003, p. 9

Baytov G.N. / Ethics and standards of service / St. Petersburg / “Peter”, 2003, p. 19

Public service: theory and organization. Course of lectures. - Rostov-on-Don: “Phoenix”, 2006 P. 159.

Let us highlight the basic standards of professional ethics for service workers:

• - attentiveness, politeness;
• - endurance, patience, self-control;
• - good manners and culture of speech, developed verbal apparatus;
• - ability to avoid conflict situations, and if they arise, to successfully resolve them, respecting the interests of both parties.

In addition to these ethical standards, contact area workers must also demonstrate:

• - courtesy, courtesy;
• - cordiality, goodwill;
• - tact, restraint, care for the consumer;
• - self-criticism;
• - readiness to respond quickly, keeping several people or various operations that are carried out during the service process in the area of ​​attention at once;
• - the ability to remain calm and friendly even after serving a capricious client or a busy day;
• - ability to avoid customer dissatisfaction and conflicts;
• - resistance to stress.

It is absolutely contraindicated for a service worker to:

• - rudeness, tactlessness, inattention, callousness;
• - dishonesty, hypocrisy;
• - theft, greed, selfishness;
• - talkativeness, disclosure of private information about clients, discussion with someone of their shortcomings and weaknesses;
• - intransigence, the desire to take over the client, to subordinate his interests to his own.

Serious mistakes of novice service workers are often associated with touchiness, with inflated aesthetic demands in relation to clients, which indicates the personal vulnerability of the character of such workers.

If an employee makes a mistake, he must find the strength to apologize to the client. It is advisable to adapt to each client (but not to adjust), deploying your skills and abilities to meet his wishes. At the same time, it is important to ensure that during the service process these qualities do not turn into other, unconstructive ones (readiness to help the client should not turn into obsequiousness, cordiality into intrusiveness and servility, patience into indifference).

In the service sector, the importance of ethical standards is felt not only in the interaction of workers with consumers, but also between workers. An employee must adhere to many of the above moral principles and ethical standards in his relationships with colleagues. At a service enterprise, a moral climate is of particular importance, where there are no conflicts and squabbles, where everyone treats each other with respect and attention. It is extremely important to create an atmosphere of mutual assistance in the service team, the ability to work together and in a team. All this helps common goal: Achieve effective customer service.

The professional and public requirements for ethics in service activities listed above should not create the idea that after-sales service Only morally perfect individuals can work.

In this case, it is necessary to take into account the desire of the employee himself to internal development. A person who, by his character traits and social qualities, is capable and really wants to work in the service sector, sooner or later will come to recognize the importance of high ethical requirements and cultural norms. He will have a sincere desire to develop similar qualities of character and be guided by the corresponding principles of behavior. He will not consider it shameful to learn from those service masters who have deeply developed such principles. His conviction in the effectiveness of this style of communication will be stronger the more clearly he sees: what successfully regulates the relationship between service providers and clients, facilitates the work process, and allows him to work with greater efficiency.

The process of mastering the principles of professional service ethics is accessible to most service workers. But for this process to be successful, the employee must make a lot of effort to develop appropriate values, character traits, and habits. This is not easy and requires a lot of effort. This process is greatly facilitated by strict adherence to the rules of official etiquette.

The official etiquette of service workers is a set of fixed norms, non-alternative rules of behavior determined by the official position of the company's employees, which the employee is obliged to follow habitually, almost automatically.

A culture of service is impossible without aesthetic components. The aesthetics of service is associated with the artistic aspects of the service, with the external forms of surrounding objects, which are assessed as beautiful and harmonious. The stamp of good taste, convenience and harmony should be felt on all material objects that accompany the service process (on the building and its architecture, the interior of the premises, the organization of workplaces; special attention should be given to the lighting and color of the interior).

The aesthetic culture of a service worker is associated with his appearance (clothes, shoes, hairstyle, accessories). Its appearance as a whole should correspond to service purposes and be consistent with the interior. Therefore, many companies prefer to dress employees in uniforms that are specially designed and should not look dull or standard. Elements of aesthetics should also be present in the company logo, reflected in the design of equipment, on the packaging of goods accompanying the service, etc.

Thus, we have identified the ethical foundations for the activities of SKSiT workers; in the further presentation, using the data obtained, we will highlight the main ethical standards women managers in the field of SCS&T, focusing on the psychological characteristics of women managers in particular and the gender aspects of this problem in general.

INTRODUCTION

I. Service ethics

II. Specifics of formation of public service ethics

1. Public service ethics as the unity of professional and management systems

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

3. Basic concepts of professional ethics of public service

III. Functions of etiquette in public service

1. Requirements for civil servants

2. Basic functions of etiquette in public service

IV. Basic principles of civil servant etiquette

CONCLUSION

LIST OF REFERENCES USED

INTRODUCTION

It is an indisputable fact that there is no personality outside of communication. But the communication process cannot be spontaneous, unpredictable. In order for it to proceed normally, without conflict, and to lead to expected and significant results for both parties, 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 relationships between people, fostering the habit of coordinating their actions with ideas about respect, goodwill and trust, were developed much earlier. They are determined by the needs of survival and normal functioning of the social organism, the need to muffle the natural instincts inherent in each individual and contrast them with rules of communication based on mutual respect for interests and mutual support.

There is a fairly widespread point of view according to which etiquette, as an element of a person’s external behavior, is not organically connected with his morality: a person with refined manners, who has absorbed the wisdom of politeness from childhood, can remain arrogant, inhumane, and immoral. However, such a person is unlikely to be able to mislead the people around him for a long time regarding the right to be called a cultured and educated person. An external form of behavior, devoid of a moral basis, loses its meaning, acquiring only the appearance of disguised rudeness and disrespect for people, which sooner or later will come out. “Icy” or “boorish” politeness has nothing to do with genuine human culture. The rules of etiquette, observed only externally, allow a person, depending on circumstances and individual character traits, to easily deviate from them.

I.Service ethics

Office ethics is the broadest concept in the field of professional ethics. Work ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and service activities. Every person who starts working must comply with these standards. The number of these standards is small. The overwhelming majority of them are formulated in an extremely general form, in order to be detailed in relation to specific types of activities. Work ethics requirements:

Discipline. The specification of this concept depends on the specifics and content of the work. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of the animals being cared for.

Saving material resources provided to the employee for production activities. These resources can be very different. The need to replenish lost resources places a heavy burden on profits and production costs, hence the requirement to reduce losses to a minimum. This standard includes saving heat, buildings, equipment, materials, etc.

Correctness of interpersonal relationships. A person in the field of his work activity must behave in such a way that interpersonal conflicts arise as little as possible, and so that other people feel comfortable working next to him in direct and indirect interpersonal contact.

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

The subordinate must, based on these responsibilities, structure his behavior accordingly and not use various forms of evasion of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the nature of a secret (with the help of facial expressions, gestures, individual words) provoking the leader into open actions against the subordinate. In these situations, the subordinate may often appear to those around him as the suffering party, and the manager’s reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some benefits for oneself, etc.

II. Specifics of formation of public service ethics

1. Public service ethics as the unity of professional and management systems

Public service is a specific type of activity associated with the implementation of state policy and the implementation on behalf of the state of basic economic, social and political programs among the population. The origins of the civil service are sought in the origins of the formation of the state, so in the twentieth century. BC In Ancient Sumer, the first uprising for social justice against the state apparatus took place, and the beginnings of a bicameral parliament and ethical rules of the civil service appeared there.

Ancient Greece and Imperial Rome played a large role in the formation of public service ethics as prototypes of modern bourgeois states. The nature of power was analyzed in them, and the concepts of “power,” “interaction with society,” and “the role of law” began to form in philosophy.

The historical realities of the formation of the civil service in a particular country played a significant role in the formation of civil service ethics. They made ethical requirements more specific, conditioned by the historical realities of a given country.

The civil service presupposes that each employee has a certain amount of administrative authority, therefore the ethics of the civil service includes all the basic elements of ethics and management culture (decision making, its preparation, implementation, anticipation of the consequences of decisions, etc.). At different levels of the civil service, the volume of administrative powers is different. At the lower levels, the volume of these powers is small due to the strict centralization of the activities of the civil service; ordinary employees perform executive functions, but, nevertheless, they have a certain set of powers.

The ethics of public service includes a number of elements of the ethics of ideologized systems: the requirement to subordinate basic personal qualities to the specifics of the idea being achieved (implemented), the exclusion of all those who are unable to apply those methods and methods that are necessary to achieve the goals. In the civil service system, there have always been formal or informal ways of monitoring the behavior of government officials for compliance with the standards required of civil servants in a given period. There is a system of internal punishments for civil servants.

There are many specific aspects in the organization of the civil service and its functioning that contradict the moral qualities required of a civil servant. The morality of officials is decomposing as if from within. Such features that negatively affect the morale of civil servants are:

Specific form of remuneration in the civil service;

Its territorial structure;

Vertical alignment in the area of ​​activity;

The special nature of labor turnover;

Particular interest of certain segments of the population in the activities of the civil service.

Thus, the ethics of a civil servant seems to be a rather unstable, vulnerable complex of qualities, highly dependent on circumstances. On the other hand, a civil servant 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 a civil servant must possess. In this regard, law plays a decisive role in the organization of public service.

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

There is no other profession in which law plays such a large role. The right to ensure the morality of civil servants dominates, the structure of the civil service, subordination, turnover cycles, a system of punishments, displacements, etc. are prescribed.

Thus, in the civil service, law is the main regulator of relations between people within the civil service system and with the outside world. Civil servant ethics occupies a subsidiary position.

The purpose of the law is to unify and standardize the behavior of civil servants so that neither frequent turnover nor the small amount of communication between the population and the official could influence the perception of the official as a representative of the state.

3. Basic concepts of professional ethics of public service

The professional ethics of a civil servant helps to concretize and realize moral values ​​in conditions that are sometimes very difficult and unusual. Professional ethics does not form new principles and concepts of moral consciousness; it, as it were, “adapts” already known principles and concepts to specific areas of human life.

Professional ethics and professional moral consciousness must have their own specific concepts in order to function. Let's briefly look at those that will interest us most. Perhaps the initial concept of professional ethics is the concept of “professional duty”, in which official duties are recorded in sufficient detail. It is the awareness of their official duty that encourages representatives of a number of professions to treat their work with the greatest responsibility, taking into account many specific nuances of the relationship between the individual and society, the individual and the team. Professional duty stimulates self-dedication; it is in it that a person’s duty finds concrete expression.

It is worth highlighting such concepts as “professional honor” and “professional dignity”. The concept of professional honor expresses an assessment of the significance of a particular profession in the life of society. Awareness of this significance is very important for a civil servant and forms the basis of professional dignity and self-esteem of one’s activities. It is important to note that the concepts of “honor” and “service” as social phenomena are closely related. It is no coincidence that in the old days honor meant a high rank or position. Honor is a set of highest moral and ethical principles in an individual. It contains the moral dignity of a person, his valor, honesty, nobility of soul, clear conscience, the desire to follow the sublime ideal of truth, justice, goodness, service to one’s fatherland.

Honor is not only a moral, but also a historical category. It is derived from the conditions of the era in which people live, is part of their consciousness, and is oriented towards one or another system of values, norms of behavior, etc.

At the same time, honor is an active category. It manifests itself in the actions of people, in their relationships with each other. Depending on the nature of the relationship in which a person may be in relation to other people, several types of honor are distinguished. The 19th century German philosopher A. Schopenhauer identified, for example, such types of honor as civil, official, military, knightly, masculine, etc.

Of primary importance for a person, no matter what he does, is, naturally, civic honor. According to the philosopher, not a single person can do without it. Her actions and significance extend to all classes, not excluding the highest. Honor obliges all citizens to take care of the interests of their fatherland, increase its wealth, good name and glory, respect the laws of the state, maintain public order, take care of the elderly and children, and help vulnerable sections of citizens. After all, in a legal, democratic, social state, every person has the right to a decent life.

Civil honor also has a significant impact on official honor, at least to the extent that is associated with the high social significance of service and official activities. In the modern understanding, service is service to the state, the Fatherland, and the people. The social meaning of service is especially clearly manifested during turning points in the life of the state, when people’s responsibility for the fate of the country sharply increases.

Official honor, in addition to its social meaning, has another, no less important side, related to the fulfillment of their duty by employees. Due to the publicity of the service, the activities of civil servants, their professional and personal qualities are under close public attention. As Schopenhauer notes, “official honor consists in the general opinion of others that the person holding his position really has all the qualities necessary for this and in all cases accurately fulfills his official duties.

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

Professional morality for a civil servant includes the concept of “professional justice”. Being fair is not so easy. A civil servant needs to spend a lot of effort to thoroughly examine a given situation and objective circumstances. It is much easier to evaluate using a template, on the advice of your superiors. But it is professional justice, professional conscience that encourages a civil servant to be fair, not to succumb to pressure from “above”, mafia groups, etc. Justice, of course, is also important in relations with colleagues. Double and triple standards in assessments of “us” and “strangers”, convenient and inconvenient, destroy the moral consciousness of the specialist himself, and the moral and psychological climate of the team. Since communication with a specific person makes up the majority of the working time of the majority of civil servants, we can speak with complete confidence about such a concept of professional morality as “professional tact.”

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

First of all, the starting point for the professional ethics of a civil servant is the principle of humanism, i.e. respectful attitude towards each human person, understanding of its uniqueness, self-sufficient value. The principle of humanism is opposed to a purely utilitarian attitude towards the individual, considering it mainly as a means of achieving some other, albeit quite important, goals.

The principle of optimism (professional) intersects with the principle of humanism. Thus, it is not easy for a civil servant to carry out his duties without the belief that his efforts, his work, both the decisions he makes and the decisions he carries out contribute to the development of the state, strengthening the principles of democracy, law and order. Etavera elevates and helps to develop a good beginning in a person.

Any activity, especially one that is directly aimed at a person, must be overshadowed and inspired by a high idea. Therefore, the professional ethics of a civil servant must include the principle of patriotism. Obviously, love for the Motherland cannot be combined with disdain for other countries and other peoples. If we recall Aristotle’s arguments about the golden mean, then patriotism can be imagined as a mean between two extremes: between national arrogance and humiliation, ingratiation to everything foreign. True patriotism includes a constructive attitude towards the achievements of 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.

III. Functions of etiquette in public service

1. Requirements for civil servants

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

Performing discipline. This requirement is based on the fact that sometimes a person’s life depends on a civil servant, since the professional function of officials includes processing documents for a person from the moment of his birth. Discipline, attentiveness, diligence, punctuality, pedantry and law-abidingness - these qualities characterize executive discipline;

Such qualities are determined by the fact that today the volume of communication in the structure of the professional activities of officials is increasing. What is important here is that communication not only increases in quantity, but also becomes more diverse and varied in character. This communication includes new layers of the population that differ in interests, social status, income level, etc. An official should have such qualities as communication, openness, respect for someone else’s point of view, the ability to listen and hear, restraint, tact, good manners, mastery of words, and the ability to present oneself;

Qualities explained by the "Aquarium Effect". This is the special position of a civil servant in society: the keen attention of people is focused on him (even to his personal life). It follows from this that public service is not only a profession, but also a way of life. Restraint, asceticism, a sense of responsibility for deviating from standards, personal behavior - these are the characteristics of an official who are responsible for the opinion that the population of the state will have.

When applied in practice, the concepts and principles of professional ethics in the public service take the form of ethical requirements. Of these, the main ones that must be presented to a civil servant both when entering the public service and when performing public service powers are:

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

Compliance with the principles of public service;

Constant readiness to defend the Constitution, federal laws and laws of the constituent entities of the federation, never violate the provisions of the taken oath of allegiance to the state and not renounce legal requirements for public office;

Honest service to the state;

The desire to find and use the most effective and economical ways to perform government tasks and functions;

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

Never accept any benefits or advantages for yourself and your family members while using your official powers;

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

Never use any information received in confidence during the performance of your official duties as a means of obtaining personal gain;

Do not engage in entrepreneurial activities;

Expose corruption and constantly fight it in government bodies;

Maintain business rules and correct communication with citizens and colleagues;

Strive to create a business image of a civil servant;

Do not publicly express your personal opinion about current political figures;

Avoid abuse of official position, selfish or other personal interests;

In communicating with citizens, both in the exercise of one’s powers and in off-duty relationships, observe generally accepted rules of conduct; behave with dignity; demonstrate polite, correct treatment, impartiality, adherence to principles, the desire to deeply understand the essence of the issue, the ability to listen and understand another position; equal treatment of all citizens and legal entities; balanced judgments expressed and management decisions made.

2. Basic functions of etiquette in public service

The specificity of this type of professional activity as civil service, the features of the socio-legal status of a civil servant and the corresponding service situations arising from it, allow us to speak of the etiquette of civil servants as a set of specific rules regulating the external manifestations of relationships between people in the process of their professional activities in all the variety of forms of official communication.

In the civil service, where relationships are built on the basis of subordination, each type of communication (subordinate and superior, colleagues, official and visitor) has sufficient specificity and is subject to its own practice-developed rules of etiquette, focused on honor and dignity as the highest value.

Etiquette in public service performs various functions. There is an information function, a function of standardizing models of individual and group behavior, a function of social control and social influence, and a function of creating psychological comfort. Etiquette norms inform how a civil servant should behave in a particular official situation and what behavior should be expected from colleagues, from a superior or from subordinates. By 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 the expectations of others, without the risk of getting into an awkward or difficult situation or causing complications in relationships with others. Following the accepted rules of behavior for each party to communication strengthens confidence in the correctness of their actions, gives rise to self-respect, and creates a feeling of psychological comfort.

IV. Basic principles of civil servant etiquette

The basis of civil servant etiquette is the general principles of modern etiquette, observed today all over the world: these are the principles of humanism, expediency of actions, aesthetic appeal of behavior and respect for the traditions of their country and the countries with representatives of which civil servants have to enter into business contacts.

The principle of humanism establishes the moral basis of business etiquette. It is specified in the requirements addressed to the culture of relationships and including politeness in all its diversity of shades: correctness, courtesy, courtesy, delicacy, tact, modesty, accuracy. The credo of the principle of humanism: good relationships are the key to fruitful cooperation, being one of the most effective motivators of work activity, an integral part of organizational culture.

In each specific situation, we choose the appropriate form of politeness for the given situation, namely correct politeness, which allows, without violating etiquette, to make the person understand our attitude towards his action. Correctness allows the parties to maintain self-esteem and not humiliate the other.

Another form of politeness is courtesy, respectful politeness. In official relations, a respectful form of politeness serves as a reliable way to protect both the dignity of a subordinate and the authority of the manager, while respecting the official hierarchy, to show respect to the boss without a shadow of helpfulness or humiliation, and to “honor” the attention of a subordinate without arrogance or arrogance. Courtesy has nothing to do with helpfulness and servility in an official environment.

A striking manifestation of the harmony of a person’s internal and external culture is delicacy, a characteristic of truly well-mannered, intelligent people, the highest expression of goodwill, helpfulness and friendliness.

Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy moral and psychological climate in the team, and for each employee a sense of psychological control and security. It helps prevent misunderstandings and make communication more pleasant.

Politeness is always accompanied by tactfulness - that sense of proportion that allows a person to accurately grasp the boundary between what is possible and what is not. It helps to prevent a situation that causes awkwardness, and if it does arise, not to notice it. A tactful leader will not “scold” a subordinate for committing a mistake in the presence of strangers. A tactful person will not unceremoniously make comments to a new or younger employee, will not allow himself to make peremptory statements when he sees a shadow of concern or grief on a colleague’s face, and will not intrusively inquire about the reasons for his condition. He will not give unsolicited advice, interfere in personal affairs and disseminate personal information received in confidence.

One of the requirements of official etiquette is modesty. V. Dahl defines a modest person, first of all, as moderate in his demands, undemanding for himself, not putting his personality first, decent, quiet in his manner, contrasting these qualities with self-confidence, arrogance, pride, arrogance, impudence, insolence. Unfortunately, this concept in the public consciousness has recently been significantly devalued, having lost its original meaning, and has often become associated with insecurity, timidity, shyness and mediocrity, which, it is believed, one cannot live with.

Thus, the principle of humanism as the most important principle of modern etiquette, specified in the requirements of politeness, modesty, accuracy, has a deep moral basis. The specific rules of behavior arising from it act as an external manifestation of respect for a person. Otherwise, no refined manners, no refined speech can hide the lack of genuine culture and defective upbringing. And disrespect for other people is a sign of lack of self-respect.

The principle of humanism is fundamental, but not the only principle underlying the etiquette of a civil servant. Unusual work and life situations constantly confront a person with the problem of choosing a model of behavior, relying only on common sense. The principle of expediency of actions is what largely determines the behavior of a civil servant in relationships with others in an official situation.

The third principle on which the requirements of modern business etiquette are based is the principle of aesthetic attractiveness of the behavior and appearance of an employee of an institution. A person who is unkemptly dressed, waving his arms and constantly grimacing or sullenly frowning, driving you into a corner in the excitement of an argument or casually, without looking at you, holding out his hand arrogantly outstretched palm down for greeting, talking loudly and noisily fighting his runny nose is unlikely to arouse sympathy and bring pleasure from communication. with him. Ugly, graceless and attractive behavior offends the aesthetic feelings of others and is perceived as a manifestation of disrespect for them.

Each nation has its own customs and traditions that have evolved over centuries. Respect for these traditions and their adherence to them is another principle of modern business etiquette. Today, due to the active expansion of international relations at all levels, this principle acquires particular relevance and becomes a guarantor of mutual understanding between representatives of different cultures. Following this principle saves the employee from unpleasant moments of awkwardness caused by ignorance of the peculiarities of the national etiquette of the country that you visited or with a representative of which you had to enter into business communication. Even the best intentions and the most gallant manners will not protect you from condemnation if, for example, in China you want to kiss a girl’s hand, when meeting a Japanese colleague you accept a business card from him with your left hand, you try to present a gift - from the bottom of your heart - to an American government official, or, while talking with a colleague from the Muslim region, you will stubbornly look into his eyes.

One of the important and powerful principles of modern office etiquette, breaking the stereotypes of generally accepted ideas about the rules of good manners, is the principle of subordination, which dictates the external pattern of employee behavior in many situations of business communication. The very nature of personnel management in the public service dictates the need and expediency of strict subordination of labor relations: “from top to bottom” and “bottom-up” (between managers and subordinates) and “horizontally” (between employees of the same job status).

Recently, a new style of personnel management (it is called the participative style), the distinctive features of which are openness, awareness, trusting relationships, delegation of authority to subordinates, etc., has increasingly begun to enter into the practice of labor relations in the public service. This style, addressed to the consciousness and internal motives of human behavior, is designed for parity relations between the leader and the subordinate, for their mutual support and social relationships.

Together with the new management style, the principle of parity is being established in the ethics of business relations of civil servants, peacefully coexisting with the principle of subordination. It is known that the effectiveness of discussing business problems increases when, in the interests of the business, everyone feels equal in expressing their position, views, arguments, regardless of position, status, length of service, age, etc.

Knowledge of the basic principles of modern business etiquette allows a person to confidently navigate any non-standard situation, not get into trouble and not make mistakes that allow others to doubt his upbringing, 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 by compliance with the ethical principles of legality, justice, humanity, responsibility and impartiality. It must also be combined with the ability to translate the moral principles they profess into appropriate forms of external behavior, the basis of which is respect for a person and his dignity, politeness, tact, modesty, accuracy, aesthetic appeal of actions, combined with expediency and common sense.

CONCLUSION

The traditional structure of the civil service, with a pyramidal and linear structure, with administrative methods of administration, took shape over centuries, and existed in a relatively unchanged form until the second half of the twentieth century. Problems arose with the entry of the world into the civilization of industrial society and the transition to post-industrial civilization. The countries of Western Europe and America reached the industrial stage of development by the 30s of the twentieth century, but during the Second World War they were thrown back in their development. By the 50s. most countries restored their potential, and the transition to a post-industrial society began. The processes taking place in the world have become more complex. The transformations have not only accelerated, they have become more compact. The situation has also been significantly complicated by the manifestation of global problems of humanity (ecological crisis, accumulation of stocks of weapons of mass destruction, etc.). The traditional ethics of the civil service, formed over the previous history, has largely ceased to work, to fulfill its functions as a regulator of relations both within the civil service and in the relations of the civil service with the population. She could no longer keep up with the rapidly changing situation.

In changing the ethics of the civil service, several trends have emerged that are the subject of reflection by both scientists and practitioners dealing with the problems of development of morality in the field of public administration.

The main directions in which changes took place in the traditional public service system:

Changes in the organizational side of the civil service:

The emergence of headquarters units (there is a sociological center in the presidential administration). The emergence of the institution of advisers.

The emergence of a non-traditional structure of public administration of units organized according to a matrix type to work on projects.

Redistribution of functions between management levels in the direction of increasing rights and opportunities at the territorial level (decentralization of management). This trend began to appear in the 70s.

The growth of global problems and the need to unite efforts to solve them has led to an accelerated process of creating various international organizations and structures coordinating the activities of states on certain issues. The emergence of such organizations made us think about the need to bring closer legal norms for the functioning of state apparatuses, and this in turn led to the emergence of basic educational centers that train senior managers, and about the gradual convergence of ethical codes of civil services. This was the spirit of the times.

Gradual transfer of the civil service to the rails of moderate liberalization. In some countries this happened abruptly (Great Britain - Margaret Thatcher), in others more gradually (countries of Eastern Europe). Russia is also proclaiming a transition to moderate liberalization. States are gradually freeing themselves from caring about the needs of people and from fulfilling previously assumed social guarantees for the population. This is due to the growing crisis 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 the technical equipment of the civil service (computerization of activities, formation of unified communication systems, communications), changes in the entire system of office supplies and equipment. This transformation, on the one hand, simplified work, but on the other hand, it presented completely new problems to large groups of civil servants, including a rethinking of the nature of responsibility, the need to acquire new skills in decision-making, in understanding their duty, etc.

Merging the ethics of public service and ethics (morality) of politics.

The main reasons for these changes are primarily civilizational changes, such as the globalization of the economy and the loss of the tax base by small and medium-sized cities in developed countries when enterprises are transferred to countries with developing economies and cheap labor; processes of de-federalization and decentralization of management in the system of public service and municipal government and the formation of greater autonomy in the activities of local government bodies; the ongoing stratification of society in conditions of the transition to post-industrial civilization into smaller and smaller layers and groups of the population that differ significantly in interests, etc.

LIST OF REFERENCES USED

1. Boykov V.E. Professional culture of the public service // Socis. 2005, no. 2.

2. Public service: cultural behavior and business etiquette. Textbook / Under general. ed. E.V. Okhotsky.-M.: Publishing house RAGS, 2006.

3. Ignatov V.G., Belolipetsky V.K. Professional culture and professional ethics of public service: context of history and modernity. Study guide. -Rostov-on-Don: Publishing center “Mart T”, 2000.

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

Service ethics Ethics of public service.//Public service. Problems of professional ethics. Foreign experience. Abstract bulletin. No. 2 (22), 98. -M.: Publishing house RAGS, 2005. -P. 22. is the broadest concept in the field of professional ethics. Office ethics is understood as a set of the most general norms, rules and principles of human behavior in the sphere of his professional, production and service activities. Every person who starts working must comply with these standards. The number of these norms is small. The overwhelming majority of them are formulated in an extremely general form, in order to be detailed in relation to specific types of activities. Requirements of professional ethics: Discipline. The specification of this concept depends on the specifics and content of the work. For example, in animal husbandry, the concept of discipline will be determined by the life cycles of the animals being cared for. Saving material resources provided to the employee for production activities. These resources can be very different. The need to replenish lost resources places a heavy burden on profits and production costs, hence the requirement to reduce losses to a minimum. This standard includes saving heat, buildings, equipment, materials, etc. Correctness of interpersonal relationships. A person in the sphere of his work activity must behave in such a way that interpersonal conflicts arise as little as possible, and so that other people feel comfortable working next to him in direct and indirect interpersonal contact. All these requirements are divided into two subgroups. The first subgroup: includes requirements in interpersonal contacts horizontally (subordinate - subordinate, leader - leader). The second subgroup: includes requirements in interpersonal contacts along the vertical (subordinate - manager). Here the main requirement for a subordinate is recognition of the manager’s very right to give orders, which includes the functional responsibilities assumed by a person under an employment contract. The subordinate must, based on these responsibilities, structure his behavior accordingly and not use various forms of evasion of orders. Evasion can be open, public, with certain conditions imposed on the leader. It can be hidden, take on the nature of a secret (with the help of facial expressions, gestures, individual words) provoking the manager into open actions against a subordinate. In these situations, the subordinate may often appear to those around him as the suffering party, and the manager’s reaction to him may be inadequate. One of the reasons for such behavior of subordinates may be the desire to acquire certain social capital, to look persecuted, to acquire the status of an informal leader, to achieve some benefits for themselves, etc. 2.1 Principles of official ethics The basis of employee etiquette is the general principles of modern etiquette, observed today throughout the world: these are the principles of humanism, expediency of actions, aesthetic appeal of behavior and respect for the traditions of their country and countries with representatives of which civil servants have to enter into business contacts. The principle of humanism establishes the moral basis of business etiquette. It is concretized in requirements addressed to the culture of relationships and including politeness in all the diversity of its shades: correctness, courtesy, courtesy, delicacy, tact, modesty, accuracy. The credo of the principle of humanism: good relationships are the key to fruitful cooperation, being one of the most effective motivators of work activity, an integral part of organizational culture. In each specific situation, we choose the appropriate form of politeness for the given situation, namely correct politeness, which allows, without violating etiquette, to make the person understand our attitude towards his action. Correctness allows the parties to maintain self-esteem and not humiliate the other. Another form of politeness is courtesy, respectful politeness. In official relations, the respectful form of politeness serves as a reliable way to protect both the dignity of the subordinate and the authority of the leader, observing the official hierarchy, showing respect to the boss without a shadow of helpfulness and humiliation, and “honoring” the attention of the subordinate without arrogance and arrogance. Courtesy has nothing to do with helpfulness and servility in an official environment. A striking manifestation of the harmony of a person’s internal and external culture is delicacy, a characteristic of truly well-mannered, intelligent people, the highest expression of goodwill, helpfulness and friendliness. Politeness in official relations is not an end in itself, but a means of creating and maintaining a healthy moral and psychological climate in the team, and for each employee a sense of psychological control and security. It helps prevent misunderstandings and make communication more pleasant. Politeness is always accompanied by tactfulness - that sense of proportion that allows a person to accurately grasp the boundary between what is possible and what is not. It helps to prevent a situation that causes awkwardness, and if it does arise, not to notice it. A tactful leader will not “scold” a subordinate for a mistake he has made in the presence of strangers. A tactful person will not unceremoniously make comments to a new or younger employee, will not allow himself to make categorical statements when he sees a shadow of concern or grief on a colleague’s face, and will not intrusively inquire about the reasons for his condition. He will not give unsolicited advice, interfere in personal affairs and distribute personal information received in confidence. One of the requirements of official etiquette is modesty. V. Dahl defines a modest person, first of all, as moderate in his demands, undemanding for himself, not putting his personality first, decent, quiet in his manners, contrasting these qualities with self-confidence, arrogance, pride, arrogance, impudence, insolence. Unfortunately, this concept in the public consciousness has recently been significantly devalued, having lost its original meaning, and has often become associated with uncertainty, timidity, shyness and mediocrity, which it is believed that one cannot live with. Thus, the principle of humanism as the most important principle of modern etiquette, concretized in the requirements of politeness, modesty, accuracy, has a deep moral basis. The specific rules of behavior arising from it act as an outward manifestation of respect for a person. Otherwise, no refined manners, no refined speech can hide the lack of genuine culture, the inferiority of upbringing. And disrespect for other people is a sign of lack of self-respect. The principle of humanism Civil service: theory and organization. Course of lectures. - Rostov-on-Don: “Phoenix”, 2006 P. 159. - fundamental, but not the only principle underlying employee etiquette. Non-standard work and life situations constantly confront a person with the problem of choosing a model of behavior, relying only on common sense. The principle of expediency of actions is what largely determines the behavior of a civil servant in relationships with others in an official situation. The third principle on which the requirements of modern business etiquette are based is the principle of aesthetic attractiveness of the behavior and appearance of an employee of an institution. A person who is unkemptly dressed, waving his arms and constantly grimacing or sullenly frowning, in the excitement of an argument, driving you into a corner or carelessly, without looking at you, holding out his hand arrogantly outstretched palm down for greeting, talking loudly and noisily fighting his runny nose is unlikely to arouse sympathy and will bring pleasure from communicating with him. Ugly, graceless and attractive behavior offends the aesthetic feelings of others and is perceived as a manifestation of disrespect for them. Each nation has its own customs and traditions that have evolved over centuries. Respect for these traditions and following them is another principle of modern business etiquette. Today, due to the active expansion of international relations at all levels, this principle is of particular relevance and becomes a guarantor of mutual understanding between representatives of different cultures. Following this principle saves the employee from unpleasant moments of awkwardness caused by ignorance of the peculiarities of the national etiquette of the country that you visited or with a representative of which you had to enter into business communication. Even the best intentions and the most gallant manners will not protect you from condemnation if, for example, in China you want to kiss a girl’s hand, when meeting a Japanese colleague you accept a business card from him with your left hand, or you try to present a gift - from the bottom of your heart - to an American government official , or, when talking with a colleague from a Muslim region, you will stubbornly look into his eyes. One of the important and powerful principles of modern office etiquette, breaking the stereotypes of generally accepted ideas about the rules of good manners, is the principle of subordination, which dictates the external behavior of employees in many situations of business communication. The very nature of personnel management in the public service dictates the need and expediency of strict subordination of labor relations: “top-down” and “bottom-up” (between managers and subordinates) and “horizontally” (between employees of the same official status). Recently, a new style of personnel management (it is called a participative style), the distinctive features of which are openness, awareness, trusting relationships, delegation of authority to subordinates, etc., has increasingly begun to enter into the practice of labor relations in enterprises and institutions. This style, addressed to the consciousness and internal motives of human behavior, is designed for parity relations between the leader and the subordinate, for their mutual support and social relationships. Together with the new management style, the principle of parity, peacefully coexisting with the principle of subordination, is affirmed in the ethics of business relations among employees. It is known that the effectiveness of discussing business problems increases when, in the interests of the business, everyone feels equal in expressing 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 any non-standard situation, not get into trouble and not make mistakes that allow others to doubt his upbringing, which could cause serious damage to his image. The intelligence of employees should be determined not only by the level of education, but also by compliance with the ethical principles of legality, justice, humanity, responsibility and impartiality. It must also be combined with the ability to translate the moral principles they profess into appropriate forms of external behavior, the basis of which is respect for a person and his dignity, politeness, tact, modesty, accuracy, aesthetic appeal of actions, combined with expediency and common sense.