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Service ethics and etiquette: rules of conduct for employees and managers

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Content

What does the concept encompass?
Rules of etiquette manager
Employee Etiquette Rules
Rules of etiquette with customers and partners
Basics of a typical ethical code
Features of undesirable behavior

What is the work ethic? What it is? What are the basics of the model code of ethics and the rules of etiquette for employees and managers? How to deal with customers? What is fraught with incorrect behavior in the workforce? All this will be discussed in our article.

What does the concept encompass?

Service ethics is a complex of fundamentals, rules of human behavior in the sphere of his professional, industrial or professional activity.

Under the official etiquette refers to the norm of moral behavior of a person in a team. Knowledge of etiquette is expressed in the acquisition of professional qualities and the continuous improvement of existing skills. A key condition for the coordinated work of any organization, company or institution is a culture of behavior and relationships between management and employees, as well as between customers and partners.

In a work environment, the worker is constantly in communication with everyone. Observe the rules and requirements of business etiquette are required and managers, and subordinates.

According to the rules of etiquette at events of a secular nature, conversations should be conducted without discussing personal life, it is better to discuss only current business problems and issues.

Observance of official etiquette is intended to create a healthy emotional working environment, improve mood, which will help to increase labor productivity and satisfy personal self-affirmation.

Fundamental principles of etiquette in service activity have significant differences in companies, organizations, institutions of different industries. There are general rules that must be followed by company employees and government officials. There are several basic principles: punctuality, compliance with the appearance of an employee to the established dress code of the company, the ability to maintain confidentiality, and personal problems leave behind the walls of the office.

Rules of etiquette manager

Being a manager implies a certain status due to the position and position assigned. The authority of the leader is influenced by his possession of a high culture of communication. Standards of professional ethics, which are mandatory for compliance with the head, are expressed in the following:

communication with subordinates, colleagues, partners and customers should be based on the principle of democracy;
attentiveness to the behavior of subordinates and accessibility when solving conflicts;
the ability to create a friendly and trusting atmosphere in the work team;
polite and correct attitude;
responsibility in business matters;
ability to keep the word given to them;
have objectivity in relation to all subordinates;

Express the principles and demands in the case;
create a favorable moral and psychological climate in a collective setting;
make claims to subordinates not in front of everyone, but in person;
it is necessary to periodically reward employees for success;
in case of an incorrect assessment of the situation and punishment of an innocent subordinate, be sure to admit your mistakes;
to be fair in sentencing of employees;
do not make empty quarrels.

It would be correct if the manager strengthens his dignity with his actions and behavior. The praise of a subordinate in the form of verbal and monetary rewards should not be forgotten. However, praise should be a measure, otherwise the subordinate will develop intolerance of criticism.

In the behavior of the head is always necessary balance. So, if a subordinate has not fulfilled the order of the management, it is necessary to indicate that non-execution of instructions is followed by responsibility or punishment.

Employee Etiquette Rules

Each company has its own "table of ranks." The document can be both standard and supplemented with industry-specific principles. For example, some employees are addressed only by name; in relation to others, a subordination is clearly visible in circulation by name and patronymic.

Beginners should carefully look at the manners and forms of communication in interpersonal relationships in a team and take them as an example.

The basic norms of etiquette are expressed in the following:

having a common culture;
decency in relationships with colleagues;
respect for the honor and dignity of colleagues;
lack of hypocrisy and lies;
politeness;
the ability to leave your problems and personal troubles behind the walls of the office;
benevolence, conscientiousness, reverence, tact, delicacy;
the ability to condole and express compassion.

Rules of etiquette with customers and partners

The etiquette of service relationships with customers and partners in enterprises and government institutions shows that it is necessary to maintain the correct behavioral qualities and observe the following rules:

politeness;
punctuality (meetings cannot be late);
timeliness (all incoming letters and calls received from customers must be answered on time, without delays);
responsibility for the tasks and deadlines;
Neat and decent appearance.

Compliance with generally accepted standards of ethics in the work process will contribute to long-term and strong relationships with customers and business partners, as well as the growth of the company's prestige and profits.

Official etiquette in working with foreign clients or foreign partners implies knowledge of the customs, traditions of the representative country, mentality and moral behavior. Ideally, relationships are built on respect and honesty.

Basics of a typical ethical code

A code of ethics and official conduct should not contradict constitutional foundations, but should take into account the principles of professional ethics and the rules of conduct for an employee in a work collective.

Fundamental norms express the attitude to professional duty and provide high-quality performance of official duties, promote career growth and high key performance indicators.

The ethical rules form collective relationships. The document sets out the basics of a conflict of interest in a company, responsibility for exceeding official authority, preserving the confidentiality of personal data and company secrets, adhering to the principles of maintaining reasonable competition, personal integrity standards, and more.

Codes of ethics regulate the service activities of representatives of different professions: both practicing individually and employed persons.

There are model codes that combine a list of disciplinary rules and norms of official conduct. The quantitative component of such fundamentals is small, the overwhelming majority of them are summarized in a generalized form. The following is a detalization of specifics, and the following questions are covered:

the code should be regulatory and targeted;
the code regulates the protection of the interests of the employee and the client;
the code must be precisely worded;
a code, like any regulation, must be both supervised and controlling.