INTRODUCTION

Business relations are a complex, multifaceted process of developing contacts between people in the service sphere. Its members act in official statuses and are focused on achieving goals, specific tasks. Business relations are closely related to communication, the interaction of production activities - this is the most widespread type of social communication. It represents the sphere of commercial and administrative-legal, economic-legal and diplomatic relations.

The topic I have chosen is relevant in that the problem of ethics of communication in business has recently been given a lot of attention, even a separate branch of science has emerged with the same name, which defines itself as interdisciplinary, based on the theory of morality, management, economics and psychology. The reason for the focus on business ethics is primarily related to the economic damage that unethical behavior of employees and business partners inflicts on the firm, as well as the environmental, economic and social damage that corporations and individual entrepreneurs inflict on citizens and society as a whole, seeking to reduce costs and increase their competitiveness.

Compliance with business ethics is one of the main criteria for assessing the professionalism of both an individual employee and the organization as a whole. Compliance by employees of any organization with the norms and rules of business ethics becomes its “calling card” and determines in many cases whether an external partner or client will deal with this organization in the future and how effectively their relationship will be built. Employers are paying more and more attention to ethical issues of business and personal relationships in the selection and recruitment of personnel, as well as in the process of direct performance by employees of their professional role.

The purpose of this term paper is to consider the culture of business communication in the restaurant business. To reveal the topic, you must complete the following tasks:

- to give the concept of the moral culture of communication;

- to define the subject and tasks of business communication;

- to reveal the specifics of the moral culture of business communication;

- analyze the culture of business communication at a particular enterprise;

- identify typical flaws in the culture of business communication.

The object of this course work is the culture of business communication, and the subject is business communication in a team.

To solve the tasks set by us, we used such research methods as conversation, observation and questioning, conducted among the employees of the restaurant "5 Elements", with the help of which the types of behavioral reactions of the subjects in different conditions, personal characteristics are recorded.

When writing this term paper, I analyzed the following main sources: "Psychology and Ethics of Business Communication" edited by Professor V. N. Lavrinenko. In this source, the author, in my opinion, most accurately gives the concept of business communication specifically for modern organizations. V.N. Lavrienko accurately identifies the types of business communication suitable for all types of firms. I have used the textbook “To be a business person” by VA Sukharev, which sets out the main problems of business ethics and provides the most complete information about the moral culture of communication. Practical guide "Culture of business communication" F. A. Kuzina. The manual attempts to consider a business conversation in the field of entrepreneurial activity from the standpoint of its speech, logical, psychological, non-verbal culture and gives advice on improving business communication.

Chapter 1. Theoretical foundations of studying the moral culture of communication.

1.1. The concept and types of moral culture of communication.

Moral culture is not just a sum of ethical knowledge and not only a set of moral values ​​and principles. This is the level of moral development of a person and society. It is possible to characterize moral culture as a systemic property of society, a group of individuals, expressing the measure of their assimilation of moral norms and values 1 . This is a certain moral state of the individual and society. The quality of moral life is manifested mainly in the humanity of relations between people, the combination of personal group and public interests.

The moral culture of society is assimilated by the individual. By mastering the moral experience of society, enshrined in ethical views and ideas, in moral principles and norms, a person acquires a moral culture. However, a person acquires moral culture not so much in the process of the academic assimilation of the moral experience of society, but in real actions and deeds, relations between people, and attitudes towards society. We are talking about the measure of the embodiment of morality in people's lives, about moral culture as a quality inherent or not inherent in every person. In the ordinary sense, moral culture means a respectful, sympathetic, benevolent, friendly, caring relationship between people 2... In conditions of economic, political, spiritual crisis, in the process of emotional interaction of people, relations of bias, rejection, alienation often arise. One of the most common reasons for such a relationship is a low moral culture of communication.

The moral culture of communication allows you to prevent and resolve conflicts arising in the process of communication. In conflict, i.e. in the clash of people holding opposite views, opinions, aspirations, various types of behavior are manifested. The variety of types of behavior is especially manifested in a state of frustration, i.e. a frustrated mental state caused by real or imagined obstacles preventing the achievement of the goal. With frustration, the previous line of human behavior changes.

An active defensive reaction in such a mental state is anger, aggressiveness, impulsive disorderly activity. The passive form of psychological defense is the inability to respond to rudeness and aggressiveness. Neither active nor passive forms of defensive reaction can lead to conflict resolution.

So, improving moral culture is one of the important factors that normalize communication between the parties in conflict.

Positive moral feelings, moral conviction, moral responsibility for their behavior allow you to find ways out of conflict situations.

The role of moral culture is also manifested in the fact that it increases the need for communication. An individual or a group has different levels of need for communication. Not all members of a particular community have such a need properly developed. It can be difficult for a person to determine his position towards a communication partner, to act as an interlocutor, preferred for communicating. Not everyone has the ability to skillfully use the qualities of their personality in the process of communication. The culture of communication certainly presupposes both a high need for communication and mastery of communication techniques.

The real communication process is communication of real, living people with individual personality traits, emotions, inclinations and desires. Communication not only accompanies labor, political and other activities, but often becomes an end in itself and is prompted by the desire to exchange opinions, feelings, structure. A person as a social being develops a moral need, which is specific only to him, for communication, empathy, and a familiar social environment. The need for communication is one of the strongest needs of a social person. The most important human need is another person. A person loses immeasurably much if he cannot measure himself with another person, exchange thoughts with him, orient himself towards him.

The higher a person's personal culture, the stronger his need for communication is manifested. It affects all of his attitude. At the same time, people's claims to each other are becoming more demanding, and it becomes more difficult to satisfy their mutual expectations. Only in communication does the emotional and moral development of the personality occur, the awakening of deep spiritual interests, and emotional relaxation.

In the process of communication, a person's need for individual self-affirmation, direct emotional contact is satisfied. The moral aspects of communication are especially strongly manifested in such a property of it as normativity. Communication, in whatever forms it may take, always exists as an ordered communicative connection. This orderliness is achieved with the help of rules and regulations governing communication, depending on its goals and means. For example, communication between managers and subordinates, sellers and buyers, individual mass communications (meetings, rallies, official and unofficial communication). All of them differ not only in content, but also in form, style, symbolism, provided for by the relevant regulations.

The moral culture of communication includes a number of necessary elements:

- setting the goal of communication;

-selection of a partner;

- incentives and moods;

-forms and methods of communication;

-end results and their assessment.

The moral culture of communication presupposes the presence of moral convictions, knowledge of moral norms, readiness for moral activity, common sense, especially in conditions of conflict situations.

The moral culture of communication is a unity of moral consciousness and behavior. This often requires selflessness and self-control from a person.

The moral culture of communication is divided into 3 :

1) internal;

2) external.

Internal culture is moral ideals and attitudes, norms and principles of behavior, which are the foundation of the spiritual appearance of a person. These are the spiritual foundations on which a person builds his relationships with other people in all spheres of social life. The internal culture of the individual plays a leading, decisive role in the formation of the external culture of communication, in which it finds its manifestation. The ways of such manifestation can be diverse - exchanging greetings with other people, important information, establishing various forms of cooperation, relations of friendship, love. Internal culture manifests itself in demeanors, ways of addressing a partner, in the ability to dress without causing complaints from others.

Internal and external culture of moral communication are always interconnected, complement each other and exist in unity. However, this relationship is not always obvious. There are many people who, behind their seeming lack of communication, some secrecy reveals a spiritually rich personality, ready to respond to your request, to provide, if necessary. At the same time, there are individuals who hide their dishonest essence behind the outer veneer.

1.2. The subject and objectives of business ethics

Business communication means communication that ensures the success of some common cause, creating conditions for people to cooperate in order to achieve goals that are meaningful to them. Business communication promotes the establishment and development of relationships of cooperation and partnership between colleagues at work, managers and subordinates, partners, rivals and competitors 4 . It presupposes such methods of achieving common goals that not only do not exclude, but, on the contrary, also presuppose the achievement of personally significant goals, the satisfaction of personal interests. And we are talking about the interests of individuals and legal entities.

The most important category of business communication ethics is the psychology of the work group, team or work collective. After all, business activity is impossible without cooperation, combining the efforts of several or even many people. In turn, successful cooperation is possible only if certain rules of behavior are adopted that are common to all participants in the labor process. Therefore, in the process of the formation and life of any group, such phenomena as group goals, needs, interests, group norms, group consciousness, moral and psychological climate, corporate morality are real.