social roles. Ethics of business communication: rules, norms and basic principles Social roles in business communication

The concept of "etiquette". Etiquette business communication

Politeness is wisdom, therefore, impoliteness is stupidity.
To neglect politeness, creating enemies for oneself, is mischief,

It's like setting fire to a house.
A. Schopenhauer

The word "etiquette" comes from French (etiquette). Etiquette This is the established order of conduct.

At palace receptions of King Louis XIV, guests were given cards with rules of conduct written on them. The cards were called labels, the word "etiquette" came from this name.

Etiquette arose during the birth of absolute monarchies. It was necessary to adhere to certain rules of conduct in order to exalt royalty, to consolidate hierarchies. So it was in ancient Egypt, China, Rome, the Golden Horde.

Business communication (in the process of labor, professional activity) occupies one of the leading places among the huge variety of varieties and forms human communication. The centuries-old practice of business life convincingly indicates that its most important element is moral principles and rules of human behavior, as well as their speech culture.

Business communication etiquette is a system moral standards and principles, rules and standards, rituals and traditions, customs and ideas that regulate the activities and behavior of people, their speech culture in the field of business relations.

Business Etiquette - this is the established order of conduct in the field of business and business contacts.

Business etiquette helps to avoid slips or smooth them over in accessible, conventional ways. Therefore, the main function or meaning of the etiquette of a business person can be defined as the formation of such rules of behavior in society that contribute to mutual understanding of people in the process of communication.

The second most important function of etiquette is the function of convenience, that is, expediency and practicality. From the smallest to the most general rules, etiquette is approximate to Everyday life system.

One of the basic rules that determine etiquette itself is that it is worth doing this not because it is customary, but because it is either expedient, or convenient, or simply respectful of others and oneself.

Etiquette is one of the main "tools" of image formation. IN modern business The face of the company plays a significant role. Those firms in which etiquette is not respected lose a lot. Where there is etiquette, productivity is higher, better results. Therefore, you should always remember one of the most important postulates that businessmen all over the world know: good manners are profitable. It is much more pleasant to work with a company where etiquette is respected. Etiquette, by virtue of its vitality, creates a pleasant psychological climate conducive to business contacts.

American psychologist Dale Carnegie, in his book How to Win Friends and Influence People, proposed six rules for the art of liking:

1. Genuinely interested in other people. In order to know others, you need to talk less about yourself, listen to others more, use less pronouns in conversation. Try to find out what your interlocutor thinks on a particular issue, how he lives, what he is interested in.

2. Smile at people. A person with a smile in his eyes and on his lips is always liked by people. A smile without irony and malice, coming from within a person, will say: “I am glad to see you, I am pleased to talk with you.”

3. Address the interlocutor by name. To better remember the names of those you meet, you need to mentally repeat this name several times, and even better, write it down.

4. Be able to listen to the interlocutor, while asking questions that you yourself would like to answer. Be able to sympathize with a person if he needs it. If you feel like interrupting someone, take a deep breath and let the other person continue their thought. An attentive interlocutor will notice this and appreciate it.

5. Talk with the interlocutor about what interests him. This is the surest way to a person's heart.

6. Inspire friends, colleagues to realize their own significance for you, the team, the family ... But this must be done sincerely. We must see the virtues of other people, praise them and thank them for the good that they do for us. Good words are pleasant to others. After good words told to people, you yourself will feel that you are becoming kinder.

Politeness is the basic requirement of speech etiquette. Speech etiquette exists to express polite relations between the subjects of communication.

The expression of politeness in speech etiquette is specified by certain rules of speech etiquette, which can be divided into norms and traditions.

Norms of speech etiquette- these are obligatory rules, the non-observance of which attracts the attention of others and causes their condemnation. Examples of norms of speech etiquette: you need to greet acquaintances, you need to thank for the service, you need to apologize for the misconduct, you can’t interrupt the interlocutor, swear obscenely, etc.

Communication traditions (etiquette traditions)- these are rules that are not mandatory for compliance, but for one reason or another it is customary to adhere to them. Departure from the traditions of communication, neglect of them are also noticed by others and cause a disapproving assessment, but less categorical and unanimous than in the case of norms. Often, non-compliance with the traditions of communication causes surprise, regret, etc.

Etiquette traditions are mainly formed in certain regions, social groups. So, in some social groups, it is customary to call mother-in-law and mother-in-law mother, to older relatives (father, mother, uncle, aunt) they turn to you, etc.

Norms are usually described with the word "necessary", traditions - with the help of such words as "accepted", "usually", "in most cases". The differences between the norms and traditions of speech etiquette are established by scientists in theoretical studies. For the practical development of speech etiquette, differences between norms and traditions are usually not made.

Speech etiquette is divided into the etiquette of oral and written communication. Oral communication etiquette includes politeness formulas and rules for conducting a conversation. Written communication etiquette - politeness formulas and rules of correspondence.

The speech behavior of people in socially oriented communication has a number of features in comparison with speech in interpersonal communication.

In social interaction, attention is drawn to the serving nature of speech activity: here speech is always subordinated to an extra-speech goal, aimed at organizing joint activities people, so there is a need for more stringent regulation of speech behavior. In order for a speech act to take place in conditions of social interaction, it is necessary:

· the participants in the interaction have at least a short-term immediate common goal. Even if their ultimate goals differ or contradict each other, there must always be a common goal for the period of their interaction;

· the expectation that the interaction will continue until both parties decide to end it(we do not leave the interlocutor without saying a word, and we do not start doing something else for no reason).

Under effective verbal communication is understood as the achievement of adequate semantic perception and adequate interpretation of the transmitted message. An adequate semantic perception and interpretation of the transmitted message can be considered such a perception and interpretation in which the recipient interprets its main idea in accordance with the intention of the addresser.

As the researchers note, the success of verbal interaction or its failure depends on many factors. The five most important factors are:

culture of speech;
- goals;
- relations;
- roles;
- situations.

Language is the main tool of communication, and the effectiveness of speech communication largely depends on the degree of mastery of this tool, which is realized in the culture of speech. So, if the speech of at least one of the interlocutors is devoid of logic, little informative, inaccurate, then it is unlikely that it can adequately convey information.

The goal factor determines the willingness of the subjects of communication to conduct a conversation in this topic at this time, their mutual communicative interest. The absence of this interest reduces communicative activity.

The attitude factor motivates the choice of the form and style of communication depending on the degree of acquaintance, age or social differences of the participants in communication.

The role factor determines the speech demeanor of the speakers in connection with the capacity in which they act: the plaintiff - the defendant, the petitioner - the one to whom the request is made, etc. It is equally important to take into account the situation factor, since a change in the situation while other things remain unchanged factors significantly affect the speech behavior of the subjects of communication. So, for example, communication can proceed in completely different ways in a situation of dialogue alone and in the presence of third parties, discussion production issue in a meeting or in the lounge. In order for verbal communication to be effective, along with the above factors, it is necessary to create a positive communicative climate that helps to establish contact and relationships in the process of communication.

To harmonize communication, it is important that the interlocutors are aware of each of their speech acts. If the speech actions of the interlocutors are conscious and deliberate, then they can be considered from the standpoint of communication code. TO communicative code is a complex system of principles that regulate the speech behavior of both parties in the course of a communicative act and is based on a number of categories and criteria".

The main principles of the communication code are:

o the principle of cooperation G. Grice;

o J. Leach's principle of courtesy.

The principle of cooperation implies the willingness of partners to cooperate. G. Grice in his work "Logic and verbal communication" describes the principle of cooperation as follows: "Your communicative contribution at this step of the dialogue should be the same as the jointly accepted goal (direction) of this dialogue requires."

The principle of cooperation includes four maxims:

o maxim of completeness of information;

o maxim of information quality;

o maxim of relevance;

o maxim of manner.

Maxim of completeness of information (quantity) is related to the dosage of information necessary for the act of communication: the statement should contain no more and no less information than required.

Of course, in real speech communication there is not exactly as much information as necessary. Often people can answer a question either incompletely, or with some additional information mentioned that the question did not suggest. The essence of the postulates is that the speaker strives to communicate exactly the amount of information necessary for the interlocutor.

Analogy example: If you help me fix a car, I naturally expect that your contribution will be no more and no less than what is required: for example, if at some point I need four nuts, I expect to get exactly four from you, and not two or six nuts.

Information quality maxim comes down to the fact that statement must be true: do not say what you consider false and for which you have no good reason.

Analogy example: It is natural for me to expect your contribution to be sincere and not false. If you're helping me make a cake and I need sugar, I don't expect you to give me salt; if I ask you for bread, I do not expect to receive a stone.

Relevance maxim suggests strict adherence to the topic. Psychologists are well aware that the attention of the audience is scattered if it is not able to connect the statement being said at the moment with the topic announced by the lecturer.

Example analogy: At each step of joint action, it is natural for me to expect that the contribution of the partner will be relevant in relation to the immediate goals of this step. When I'm kneading the dough, I don't expect you to hand me an interesting book, or even a kitchen towel (although the same action might be an appropriate input in one of the later steps).

Maxim of manners lies in the clarity of the statement. To achieve this goal, the interlocutors must adhere to certain principles, the rules of conversation, which allow them to coordinate their actions and statements. For example, preferred structure principle characterizes the features of speech fragments with confirming and rejecting replies. According to the researchers, consent is usually expressed without delay, as concisely and clearly as possible. Disagreement is formulated at length, justified by arguments and, as a rule, delayed by a pause.

For example:

1. A. I ask you to complete this work by tomorrow.

B. Good.

2. A. I ask you to complete this work by tomorrow. /pause/

Q. I'd love to... but you know, I haven't completed the previous assignment yet, and besides, I don't feel well.

The pause serves as a kind of indicator of unwanted deflecting responses. It allows the speaker to timely supplement the initiating remark with reinforcing arguments.

For example:

A. I ask you to complete this work by tomorrow. /Pause/ And then I can give you a few days off, as you requested.

B. Good.

Compliance with the described principle allows not to offend the interlocutor, to avoid the critical focus of the conversation.

Example analogy: I naturally expect that the partner will let me know what his contribution is, and that he will perform his actions with due speed.

The principle of courtesy. If the principle of cooperation characterizes the order of joint operation of information in the structure of a communicative act, then the principle of politeness is the principle of the mutual arrangement of speakers in the structure of a speech act.

J. Leach, formulating the principle of politeness, provided for the following maxims:

o the maxim of tact;

o maxim of generosity;

o maxim of approval;

o the maxim of modesty;

o maxim of consent;

o maxim of sympathy.

Compliance with the principle of politeness creates an environment of positive interaction, provides a favorable background for the implementation of communication strategies.

Maxima tact implies respect for the boundaries of the interlocutor's personal sphere. Each speech act includes an area of general speech actions and an area of private interests. Maxima tact recommends the speaker to be careful about the area of private interests of the interlocutor. You should not touch on topics that are potentially dangerous (private life, individual preferences, etc.).

Maxim of generosity there is a maxim of not burdening the interlocutor; in fact, it protects the interlocutors from dominating the course of a speech act.

Maxim of Approval is the maxim of positivity in judging others. Mismatch with the interlocutor in the direction of assessing the world greatly affects the possibility of implementing one's own communicative strategy. This is a maxim of positivity in judging others (“Judge not, lest you be judged.” “Don't judge others”).

Maxim of modesty there is a maxim of rejection of praise addressed to oneself. Realistic self-assessment is one of the conditions for the successful deployment of a speech act. Severely overestimated or severely underestimated self-esteem can adversely affect the establishment of contact.

Maxim of consent is the maxim of non-opposition. Instead of deepening the contradiction that has arisen in the course of communication, this maxim recommends the search for agreement in order for the act of communication to have a productive conclusion. It involves renunciation conflict situation in the name of solving a more serious problem, namely the preservation of the subject of interaction, "removal of the conflict" by mutual correction of the communicative tactics of the interlocutors.

The main factors contributing to the harmonization of communication include the following:

o recognition not in words, but in deeds of the presence of a variety of points of view;

o providing an opportunity to express one's own point of view;

o providing equal opportunities in obtaining the necessary information to substantiate one's position;

o understanding the need for a constructive dialogue;

o defining a common platform for further cooperation;

o ability to listen to the interlocutor.

The creation of a positive communication climate, along with the observance of the above principles by the participants in the dialogue, is also helped by the application of a number of psychological principles of communication formulated in scientific and methodological literature. Let's name the main ones:

The principle of equal security;

The principle of decentral orientation;

The principle of the adequacy of what is perceived to what is said.

The principle of equal security, which implies the non-infliction of psychological or other damage to the partner in the information exchange, prohibits insulting attacks against the partner, humiliation of the partner's self-esteem. Labels, rude words and expressions, insulting remarks, insults, a contemptuous and mocking tone can lead a person out of balance, cause moral injury and even physical damage to health, and therefore interfere with the perception and understanding of information. Of course, each participant in the dialogue has the right to defend and defend his point of view, to disagree with the statements of the opponent, to show and prove the fallacy of his position, but he must respect the personality of the interlocutor.

The principle of decentral orientation means non-damage to the cause for which the parties entered into interaction. The essence of this principle is that the forces of the participants in communication should not be spent on protecting ambitious, egocentric interests. They should be directed to finding the optimal solution to the problem. Decentric orientation is characterized by the ability to analyze a situation or a problem from the point of view of another person, based not on one's own interests, but on the basis of the interests of the case. This is a fairly often violated principle. Often people, guided by a variety of motives, in the heat of emotion forget about the very subject of discussion.

The principle of the adequacy of what is perceived to what is said, those. not causing damage to what was said by deliberately distorting the meaning. Sometimes participants in communication deliberately distort the position of the opponent, distort the meaning of his words in order to achieve advantages in the conversation in this way. This leads to disagreements and mutual misunderstanding.

There are general requirements of speech etiquette, the fulfillment of which is necessary or accepted in all communicative situations, regardless of who is involved in communication, what is gender, age, social status, profession, etc. However, the presentation of these general requirements would take too great place, therefore, we are inclined to consider speech etiquette in the aspect of communicative situations, i.e. dependence of speech behavior on various factors.

Experts have identified the main factors that determine people's behavior in accordance with the requirements of the rules of speech etiquette:

Accounting for the characteristics of partners ( social status, place in the service hierarchy, profession, nationality, age, gender, communicative position, etc.);

The nature of the communication situation (private conversation, business negotiations, presentation, anniversary celebration, etc.);

National tradition.

Let's take a closer look at these factors of speech etiquette.
Speech etiquette requires taking into account the characteristics of partners entering into communication. Their speech behavior in relation to each other is largely determined by the social status of the subject and addressee of communication.
Social status is a certain position occupied by a person in a society or social group, associated with other positions through a system of rights and obligations. Social status can be determined by the place of a given individual in the social hierarchy, profession, etc. or place and role in a small social group (leader, follower, etc.).

Speech etiquette involves certain forms of speech behavior in communication between a boss and a subordinate, a professor and a student, a group leader and a follower, etc. Social roles are closely related to social status. social role is the expected behavior associated with the status. Knowing the social status of a given person, his social functions, people expect from him that he will have a certain set of qualities and carry out certain forms of speech behavior. Speech etiquette requires that people's speech behavior does not contradict the role expectations of the subject and addressee of communication. If such expectations are not justified, then a role conflict arises.

For example, a subordinate does not obey the orders of the leader, the younger begins to tell the elder, the son does not fulfill the requirements of the father, etc.

Along with social roles in speech communication, communicative roles are established. Communicative role - this is a typical position in communication, occupied by the subjects of communication to achieve the goal of communication. For example, a petitioner seeking advice, a well-wisher, an adult, a child, parents, etc. It should be noted that communicative roles can outwardly coincide with social roles: the role of a boss, subordinate, master, guest, head of the family, father, mother, son, leader, follower, etc. However, this coincidence can only be ostentatious, a person takes on a certain role to achieve his goals. And if he succeeds in playing it successfully, then he achieves the desired goal, if he fails, then a situation of role conflict arises.

Another important factor determining speech etiquette is the situation in which communication takes place. The choice of etiquette forms, the speech behavior of a person are closely dependent on the situation and should change in accordance with the change in this situation. What are the factors that determine the communicative situation, which must be taken into account by the subjects of communication in order to comply with etiquette rules? These factors include:

1. Type of situation: official situation, informal situation, semi-official situation.

In an official situation (boss - subordinate, employee - client, teacher - student, etc.), the most stringent rules of speech etiquette apply. This area of communication is most clearly regulated by etiquette. Therefore, violations of speech etiquette are most noticeable in it, and it is in this area that violations can have the most serious consequences for the subjects of communication.

In an informal situation (acquaintances, friends, relatives, etc.), the norms of speech etiquette are the most free. Often speech communication in this situation is not regulated at all. Close people, friends, relatives, lovers in the absence of outsiders can say everything to each other and in any tone. Their speech communication is determined by the norms of morality, which are included in the sphere of ethics, but not by etiquette norms. But if an outsider is present in an informal situation, then the whole situation is immediately current rules speech etiquette.
In a semi-official situation (communication of colleagues, communication in the family), the norms of etiquette are not strict, vague, and here the main role is played by the rules of speech behavior that this particular small social group has developed in the process of social interaction: a team of laboratory staff, departments, families and etc.

2. The degree of acquaintance of the subjects of communication. The norms of speech etiquette change depending on the extent to which the interlocutors are familiar with each other. For communication with strangers, the most stringent standards apply. Here you should behave in the same way as in official situations. As the acquaintance of people deepens, the etiquette norms of speech communication weaken and the communication of people is regulated mainly by moral norms.

3. Psychological distance of the subjects of communication. Psychological distance is understood as the relationship of people along the line of “equal to equal” or “unequal relations”. When communicating with people who are equal to each other on any sign that is essential for a given situation - by age, degree of acquaintance, official position, gender, profession, level of intelligence, place of residence, etc., etiquette rules are observed less strictly than when communicating with people who are unequal - a boss with a subordinate, a senior with a junior, a man with a woman. The shorter psychological distance established when the interlocutors are equal on an essential basis, therefore, implies greater etiquette freedom than the more significant psychological distance established between people who are unequal on some basis that is essential to the situation. Which sign turns out to be significant depends on the situation itself, this sign can change in the course of communication.

4. The function of the participation of interlocutors in the conversation. There are several different functions of the participation of interlocutors in a conversation, which are related in different ways to the etiquette of the communication being carried out.

contact function- the function of maintaining communicative contact with the interlocutor. This function is implemented in the process of secular or contact-establishing communication, when the process of communication is more important than its content or result. This is the so-called conversation on general topics - about rest, sports, weather, pets, etc. If the interlocutor in the conversation implements the contact function of communication, then the formulas of speech etiquette and communication rules are observed very clearly.

Intelligent function- the function of communication, which consists in arguing one's point of view, in expressing one's thoughts and analyzing the thoughts of the interlocutor. When implementing the intellectual function of communication, its result is important; the norms of speech etiquette are observed, but they no longer have such a self-contained value as in the implementation of the contact function of communication.

emotional function- the function of communication, which consists in supporting the feelings and emotions of the interlocutor, in demonstrating sympathy for him and expressing his own feelings and emotions. In this case, deviations from strict speech etiquette are acceptable, although within certain limits: emotional communication also has its own speech etiquette, acceptable and unacceptable forms.

Observer function- the function of communication, when a participant in communication is present when others are communicating, but he himself does not participate in communication (for example, a passenger in a compartment when two other passengers are talking). Speech etiquette in this case is reduced to a minimum, although it is present here too: it is necessary, first of all, to non-verbally show that you are not participating in the conversation and no matter how you hear it.

5. Attitude towards the interlocutor. Speech etiquette prescribes the use of formulas in speech that demonstrate a polite, highly polite, respectful, affectionate and friendly attitude of the speaker to the listener; all formulas that reflect an ultra-high level of politeness are appropriate only in a limited number of special situations of communication; formulas reflecting a low level of politeness are non-etiquette in nature and are also appropriate only in a limited number of situations, with certain relationships between speakers and a special composition of the communication group. The speaker can treat the interlocutor as he sees fit, in accordance with the attitude that the interlocutor deserves, but it is only necessary to demonstrate in communication a good attitude in the form of moderate politeness - this is the requirement of speech etiquette.
6. Place and time of communication. The place of communication also has an impact on etiquette communication. There are certain places in which, being in this or that situation, the speakers must pronounce certain etiquette ritual phrases adopted for this place and situation. For example: "Bitter!" - at the wedding, "Let the earth rest in peace" - at the wake, "Bon appetit!" - at dinner, "Enjoy your bath!" - when leaving the bath, "Good night" - going to bed, etc. These etiquette phrases are due to the cultural tradition of the people, and their pronunciation is part of their culture. There are also etiquette formulas that must be pronounced at a certain moment of communication: “Good luck!” - leaving, "Welcome!" when the guests arrived Good morning!" - when you woke up, "Peace to your home" - coming to visit, etc. The place and time of communication are closely interconnected. Thus, speech etiquette is closely related to the situation of communication: the choice of speech etiquette formulas, the implementation of communication rules depend on a number of situational factors that must be taken into account by the speaker.

The word "etiquette" comes from the French language ( etiquette). Etiquette This is the established order of conduct.

At palace receptions of King Louis XIV, guests were given cards with rules of conduct written on them. The cards were called labels, the word "etiquette" came from this name.

Business communication (in the process of labor, professional activity) occupies one of the leading places among the huge variety of varieties and forms of human communication. The centuries-old practice of business life convincingly indicates that its most important element is the moral principles and rules of people's behavior, as well as their speech culture.

Business communication etiquette- this is a system of moral norms and principles, rules and standards, rituals and traditions, customs and ideas that regulate the activities and behavior of people, their speech culture in the field of business relations.

Business Etiquette- this is the established order of conduct in the field of business and business contacts.

The second most important function of etiquette is the function of convenience, that is, expediency and practicality. From the smallest detail to the most general rules, etiquette is a system that is close to everyday life.

Etiquette is one of the main "tools" of image formation. In modern business, the face of the company plays a significant role. Those firms in which etiquette is not respected lose a lot. Where there is etiquette, higher productivity, better results. Therefore, you should always remember one of the most important postulates that businessmen all over the world know: good manners are profitable. It is much more pleasant to work with a company where etiquette is respected. Etiquette, by virtue of its vitality, creates a pleasant psychological climate conducive to business contacts.

American psychologist Dale Carnegie, in his book How to Win Friends and Influence People, proposed six rules for the art of liking:

3. Address the interlocutor by name. To better remember the names of those you meet, you need to mentally repeat this name several times, and even better, write it down.

5. Talk with the interlocutor about what interests him. This is the surest way to a person's heart.

6. Inspire friends, colleagues to realize their own significance for you, the team, the family ... But this must be done sincerely. We must see the virtues of other people, praise them and thank them for the good that they do for us. Good words are pleasant to others. After the good words spoken to people, you yourself will feel that you are becoming kinder.

Politeness is the basic requirement of speech etiquette. Speech etiquette exists to express polite relations between the subjects of communication.

The expression of politeness in speech etiquette is specified by certain rules of speech etiquette, which can be divided into norms and traditions.

To harmonize communication, it is important that the interlocutors are aware of each of their speech acts. If the speech actions of the interlocutors are conscious and deliberate, then they can be considered from the standpoint of the communicative code. Communication Code is a complex system of principles that regulate the speech behavior of both parties in the course of a communicative act and is based on a number of categories and criteria.

The main principles of the communication code are:

o the principle of cooperation G. Grice;

o J. Leach's principle of courtesy.

The principle of cooperation includes four maxims:

o maxim of completeness of information;

o maxim of information quality;

o maxim of relevance;

o the maxim of manners.

Information quality maxim comes down to the fact that the statement must be true: do not say what you think is false and for which you have no sufficient reason.

Relevance maxim implies a clear adherence to the topic. Psychologists are well aware that the attention of the audience is scattered if it is not able to connect the statement being said at the moment with the topic announced by the lecturer.

For example:

1. A. I ask you to complete this work by tomorrow.

B. Good.

2. A. I ask you to complete this work by tomorrow. /pause/

Q. I'd love to... but you know, I haven't completed the previous assignment yet, and besides, I don't feel well.

The pause serves as a kind of indicator of unwanted deflecting responses. It allows the speaker to timely supplement the initiating remark with reinforcing arguments.

For example:

A. I ask you to complete this work by tomorrow. /Pause/ And then I can give you a few days off, as you requested.

B. Good.

Compliance with the described principle allows not to offend the interlocutor, to avoid the critical focus of the conversation.

Example analogy: I naturally expect that the partner will let me know what his contribution is, and that he will perform his actions with due speed.

J. Leach, formulating the principle of politeness, provided for the following maxims:

o the maxim of tact;

o maxim of generosity;

o maxim of approval;

o the maxim of modesty;

o maxim of consent;

o maxim of sympathy.

Compliance with the principle of politeness creates an environment of positive interaction, provides a favorable background for the implementation of communication strategies.

Maxim of generosity there is a maxim of not burdening the interlocutor; in fact, it protects the interlocutors from dominating the course of a speech act.

Maxim of consent is the maxim of non-opposition. Instead of deepening the contradiction that has arisen in the course of communication, this maxim recommends the search for agreement in order for the act of communication to have a productive conclusion. It involves the rejection of a conflict situation in the name of solving a more serious problem, namely, the preservation of the subject of interaction, the "removal of the conflict" through the mutual correction of the communicative tactics of the interlocutors.

The main factors contributing to the harmonization of communication include the following:

o recognition not in words, but in deeds of the presence of a variety of points of view;

o providing an opportunity to express one's own point of view;

o providing equal opportunities in obtaining the necessary information to substantiate one's position;

o understanding the need for a constructive dialogue;

o defining a common platform for further cooperation;

o ability to listen to the interlocutor.

The principle of equal security;

The principle of decentral orientation;

The principle of the adequacy of what is perceived to what is said.

The principle of decentral orientation means non-damage to the cause for which the parties entered into interaction. The essence of this principle is that the forces of the participants in communication should not be spent on protecting ambitious, egocentric interests. They should be directed to finding the optimal solution to the problem. Decentric orientation is characterized by the ability to analyze a situation or problem from the point of view of another person, based not on one's own interests, but on the basis of the interests of the case. This is a fairly often violated principle. Often people, guided by a variety of motives, in the heat of emotion forget about the very subject of discussion.

There are general requirements of speech etiquette, the fulfillment of which is necessary or accepted in all communicative situations, regardless of who is involved in communication, what is gender, age, social status, profession, etc. However, the presentation of these general requirements would take too much space, so we are inclined to consider speech etiquette in the aspect of communicative situations, i.e. dependence of speech behavior on various factors.

Experts have identified the main factors that determine people's behavior in accordance with the requirements of the rules of speech etiquette:

Accounting for the characteristics of partners (social status, place in the service hierarchy, profession, nationality, age, gender, communicative position, etc.);

The nature of the communication situation (private conversation, business negotiations, presentation, anniversary celebration, etc.);

National tradition.

Social status is a certain position occupied by a person in a society or social group, associated with other positions through a system of rights and obligations. Social status can be determined by the place of a given individual in the social hierarchy, profession, etc. or place and role in a small social group (leader, follower, etc.).

Speech etiquette involves certain forms of speech behavior in communication between a boss and a subordinate, a professor and a student, a group leader and a follower, etc. Social roles are closely related to social status. social role is the expected behavior associated with the status. Knowing the social status of a given person, his social functions, people expect him to possess a certain set of qualities and to carry out certain forms of speech behavior. Speech etiquette requires that people's speech behavior does not contradict the role expectations of the subject and addressee of communication. If such expectations are not justified, then a role conflict arises.

For example, a subordinate does not obey the orders of the leader, the younger begins to tell the elder, the son does not fulfill the requirements of the father, etc.

1. Type of situation: official situation, informal situation, semi-official situation.

In an informal situation (acquaintances, friends, relatives, etc.), the norms of speech etiquette are the most free. Often speech communication in this situation is not regulated at all. Close people, friends, relatives, lovers in the absence of outsiders can say everything to each other and in any tone. Their speech communication is determined by the norms of morality, which are included in the sphere of ethics, but not by etiquette norms. But if an outsider is present in an informal situation, then the current rules of speech etiquette immediately apply to the whole situation.
In a semi-official situation (communication of colleagues, communication in the family), the norms of etiquette are not strict, vague, and here the main role is played by the rules of speech behavior that this particular small social group has developed in the process of social interaction: a team of laboratory staff, departments, families and etc.

5. Attitude towards the interlocutor. Speech etiquette prescribes the use of formulas in speech that demonstrate a polite, highly polite, respectful, affectionate and friendly attitude of the speaker to the listener; all formulas that reflect an ultra-high level of politeness are appropriate only in a limited number of special situations of communication; formulas reflecting a low level of politeness are non-etiquette in nature and are also appropriate only in a limited number of situations, with certain relationships between speakers and a special composition of the communication group. The speaker can treat the interlocutor as he sees fit, in accordance with the attitude that the interlocutor deserves, but it is only necessary to demonstrate in communication a good attitude in the form of moderate politeness - this is the requirement of speech etiquette.
6. Place and time of communication. The place of communication also has an impact on etiquette communication. There are certain places in which, being in this or that situation, the speakers must pronounce certain etiquette ritual phrases adopted for this place and situation. For example: "Bitter!" - at the wedding, "Let the earth rest in peace" - at the wake, "Bon appetit!" - at dinner, "Enjoy your bath!" - when leaving the bath, "Good night" - going to bed, etc. These etiquette phrases are due to the cultural tradition of the people, and their pronunciation is part of their culture. There are also etiquette formulas that must be pronounced at a certain moment of communication: “Good luck!” - leaving, "Welcome!" - when the guests arrived, "Good morning!" - when you woke up, "Peace to your home" - coming to visit, etc. The place and time of communication are closely interconnected. Thus, speech etiquette is closely related to the situation of communication: the choice of speech etiquette formulas, the implementation of communication rules depend on a number of situational factors that must be taken into account by the speaker.

In an official setting of business communication, it is customary to choose universal etiquette formulas:

Greetings	Good afternoon (morning, evening)! Hello!
Parting	Goodbye! All the best! Good luck! See you! (if a meeting is scheduled) Let me say goodbye! Have a good trip(departing)
Gratitude	Thanks! Thank you very much! Thanks to! Many thanks! Thank you very much (grateful)! Allow me to thank you!
Request	Be kind... Be kind... Please...
Apology	I apologize… Please excuse me… Please forgive me… Please forgive me…
Sentence	Let me suggest... I would like to offer you... I would like to offer you...
Invitation	Allow me to invite you to ... I invite you to ... On behalf of ... I invite you to ...

The third factor determining speech etiquette is national specificity. Each nation has created its own system of rules of speech behavior. The etiquette of the peoples of the East: the Japanese, the Chinese, etc. is a rather rigid normative system containing clearly established rules of speech behavior in certain speech situations. A relatively strict system of speech behavior has also been developed among Western European peoples: the British, Germans, French, etc.

An important feature of Russian speech etiquette is that the peculiarities of the situation and traditions play an important role in it.

National features of speech etiquette, in particular, are manifested in the choice of the form of address. A feature of the Russian language is the presence in it of two pronouns “you” and “you”, replacing the actual name of the person, as well as the pronoun “he”, when it comes to a third person who is not involved in communication. Right choice forms of address - on "you" or "you" - this is the first a basic level of speech etiquette. According to the etiquette adopted in Russia, the form of address for "you" is used:

1) when talking with a well-known person with whom friendly, friendly relations have been established;

2) in an informal setting of communication;

3) to equal or younger in age, to equal or younger in official position, to colleagues at work who are in informal relations with each other;

4) teacher to student;

5) parents to their children;

6) children to their peers or younger in age;

7) close relatives to each other.

Referring to the “you” of the boss to his subordinate is possible only if the subordinate can also turn to “you”, that is, if there are friendly, informal relations between them. Otherwise, such treatment is a gross violation of speech etiquette. It can be perceived by subordinates as a disrespectful attitude, an attack on human dignity, as an insult to a person.

The form of address for "you" is used mainly:

1) in official situations of communication (in institutions, at work, in public places);

2) to strangers or unfamiliar people;

3) to a familiar interlocutor, if the speaker has only official relations with him (to work colleagues, teacher, teacher, student, boss);

4) to the elder in age, occupying a higher position;

5) to teachers, to adults;

6) to officials in institutions, shops, restaurants, including service personnel of these institutions;

7) to subordinates.

Great importance attached to the transition of treatment partners from one form to another. The transition from “you” to “you” marks a cooling of relations, a demonstration that communication should henceforth be placed within a strict etiquette framework. The transition from "you" to "you" demonstrates the transition from restrained neutral, official relations to close, friendly relations. The transition from "you" to "you" should be desirable for both communication partners. One-sided transition to "you" is perceived as a manifestation of arrogance, an attempt to demonstrate the subordinate position of the interlocutor and is a gross violation of etiquette. The pronoun "he" is used to name someone who is not involved in communication, as opposed to "I" and "you". In Russian speech etiquette there is important rule, limiting the use of the pronoun “he” in a situation of direct communication: you can’t say “he” about someone who is present during communication and hears the conversation (for example, stands nearby) or participates in this conversation, but is currently listening to others, and we are talking about German Speech etiquette prescribes, when mentioning this person, to call him by his first name or first name and patronymic, depending on the situation, but in no case say “he”: such use is considered rude, impolite, insulting for the one who is called “he” .

Occurred in the 90s of the twentieth century. in Russia, socio-political changes significantly narrowed the scope of this term of address, but it did not become unetiquette. The word "comrade" retained the function of attracting attention, as a form of address on the street to a stranger, especially among middle-aged and older people. It also remains in the sphere of communication with the audience as a form of addressing the audience, as well as in the Russian army, in the party environment of a communist orientation, in many production teams. Since the 90s of the XX century. in a certain environment, the word “comrade” was replaced by the appeal “mister”, “lady”, “gentlemen”. This form of address is accepted in the circle of contacts of entrepreneurs, at meetings of the State Duma, at various symposiums, conferences. Scientists, teachers, doctors, lawyers prefer the words "colleagues", "friends" in addressing. The appeal "citizen", "citizen" was discredited in the 20-30s of the twentieth century, since it was very often used when referring to arrested, convicted, law enforcement officers, etc. Currently, these forms of address are almost never used in everyday speech, most often this appeal is used in written speech, in statements, documents that have legal force. The appeals “boy”, “young man”, “girl” are neutrally polite and are used in informal situations of communication. These appeals in an informal setting are addressed to young people. The address "young man" is used by the older generation, demonstrating a significant difference in age. The address "young man" is largely imperative-dominant, and it is often frowned upon by young people to whom it is addressed - young people prefer to be called something else: "young man", "boy" and etc. Appeals "girl", "young man" are etiquette in Russian and when referring to service personnel of various institutions, shops, restaurants. At the same time, they can be addressed to young and middle-aged people, but not to the elderly. Such an appeal to the service personnel is within the framework of a neutrally polite communicative register. It is typical for official situations and expresses a polite attitude towards the interlocutor, used by middle-aged and elderly people. As for young people, they use such a treatment if the addressee is the same age as them or a little older; with a significant difference in age, they prefer indirect treatment. Young men also use indirect appeals when referring to service personnel - men, if they are of the same age as them. The appeals "boy", "girl", which are more often used by adults in relation to unfamiliar children, also have an etiquette character. The appeals "man", "woman" can now be considered acceptable in communication in purely informal situations, if the appeal is accompanied by a polite or highly polite intonation. These words act as neutral appeals to strangers, replacing the disappeared “sir” and “madame”, they are similar to such appeals as “miss”, “sir”, “senor”, “frau” in other languages. In Russian, there are several options for addressing by name to "you". The address by the full name is used in a formal or semi-formal setting of communication, expresses an emphatically restrained attitude towards the interlocutor and is most often used when it is necessary to serious talk or you need to make a remark to the interlocutor: "Vladimir, I need to talk to you", "Anna, come here." Short forms names are used in friendly informal communication with acquaintances, relatives of the same age and demonstrate a friendly informal attitude towards a partner; addressed to persons of their own age and younger. "Misha, give me some bread, please." Diminutive forms express an affectionate attitude towards the interlocutor, are used mainly in informal situations, are addressed to familiar people of the same age as the speaker or younger. "Tick, be kind, wash the dishes." Appeal by name and patronymic, like “You”, is used in official and informal situations, as well as in semi-official situations to unfamiliar people, to colleagues with whom friendly relations have not been established, to a boss, to an older person, to an adult. Along with appealing and attracting attention, typical situations of speech etiquette are: acquaintance, greeting, farewell, apology, gratitude, congratulations, wish, approval, compliment, sympathy, condolence, diligence, offer, advice, request, consent, refusal.

Similar information.

social roles. In business communication, especially in the interaction of managers and subordinates, the following methods of influence are used: encouragement, criticism, punishment. The main ethical requirements for incentives are their merit and proportionality to quality and effectiveness labor activity. Criticism is the most common form of expressing dissatisfaction with the activities of subordinates or work colleagues. Criticism should be objective (i.e. caused by a negative act, inept and dishonest work) and constructive, instill confidence in the employee in his abilities, mobilize for best work. Punishment can be carried out in the form of a reprimand, a fine, demotion, dismissal. Main ethical requirement to punishments - their inevitability for systematic and consciously admitted shortcomings.

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Business conversation

"Psychology of business communication" - Social roles. communication barriers. Kindness, kindness and friendliness. Humanistic communication involves sincere, trusting communication. Business communication. Methods of influencing partners. Peculiarities interpersonal interaction in DO. Communication styles. In business communication, manipulation is a common thing.

"Features of business communication" - General principles. Gesture. Features of non-verbal communication. Features of speech etiquette. Inhabitants of Malta. Laugh. Senior championship. Expressions of greeting and farewell. Business communication. Features of communication through an interpreter. Organization of space. Refusal to talk to the person. distancing. Ethno-rhetoric.

"Business communication" - Compatibility and harmony of team members. Elements of joint activity. Types of business communication. Dialogue types. Business interaction takes place in a specific environment. Principles of business communication. The principle of creating conditions for revealing creative potential. Functions of corporate communication.

"Essence of business communication" - Types of business communication. Phone conversation. The conversation process. Establishing contact. communication settings. Features of office and business communication. Conversation. The essence of business communication. Human nature. speech actions. Unproductive meetings. Business conversation. Exchange of business information. Features of telephone communication.

"The Art of Business Communication" - Communication as interaction. Business etiquette includes two groups of rules. Summing up the negotiations. Speech. Identification. Introduction. Goals and objectives of the course. Negotiation. Greeting speech. Communication can take place at various levels. Communication. Exchange of items and products. General scheme of communication.

Business communication is, first of all, the official role of a person who fulfills his job responsibilities.

The correctness of the speech behavior of a business person depends on his compliance with the rules of speech etiquette. Etiquette - a set of rules of conduct relating to the external manifestation of attitudes towards people (treatment with others, forms of address and greetings, behavior in public places, manners and clothing) also includes an indication of the rules of speech behavior.

Knowledge of the ethics of speech communication in business is very relevant today, because. there are a lot of people doing business now. And these business people who know the rules of speech behavior will be able to create a friendly atmosphere of cooperation, and this largely determines the success of the negotiations.

This problem is of interest to many. There is now a wide variety of sources that discuss communication in the business world. These are all kinds of books. professional journals. For example, the magazines: "Personnel Management", "Russian Literature", Management in Russia and Abroad", books by E.Ya. Solovyov, Z.S. Smelkova, T.V. Borozdina, etc.

Social roles and speech behavior of business partners

"Social Roles" public roles of a person, his behavior, predetermined by age, profession, level of culture (the so-called "permanent" roles of a representative of a certain social group), and his behavior towards a partner at the time of communication - depending on the situation (patient-doctor, seller-buyer, etc. .p. "variable" roles).

In business communication, this is, first of all, the official role of a person performing his official duties. In this case, a person is, as it were, abstracted from his individuality: business qualities come to the fore, a person is perceived as a representative of one or another public organization. This should not be forgotten.

The idea of a business person about his social role consists of:

a person's ideas about his capabilities, understanding what is expected of him in a given situation.

free possession of the necessary information,

indicative activity of speech activity (clearness of communicative intention and ideas about the methods of activity).

Let's expand on each of these provisions.

The well-known thesis that " human qualities no less important than business ones. "A business person is a person who respects himself and his business, is internally balanced, confident in his abilities.

The successful fulfillment of a social role in a particular situation depends both on a person's ability to use their individual qualities and abilities, and on their communication experience.

"The same social role is perceived, experienced, evaluated and realized by different people. Here both the individual psychological characteristics of the individual (her temperament, character, inclinations) and the social attitudes she has learned, value orientations, etc. "1

Thus, it is necessary to know one's capabilities (from the standpoint of the role), knowledge of the role itself (its informative provision), possession of certain skills that ensure the successful performance of the role.

The orienting activity of a communicant is, first of all, the ability to correlate one's actions with the situation. To do this, a person uses his previous experience by analogy, chooses a style of speech behavior, methods of persuasion, depending on the purpose of communication, the number of participants, their possible reaction. In the process of communication, the correction of speech behavior is natural and inevitable. It is carried out on an indicative basis of speech action. It is the ability to navigate that allows a person to adapt to a changing situation, to highlight new landmarks in it.

Finally, the direct fulfillment of the social role of a participant in business communication - his real speech behavior is controlled by settings for normativity (compliance with the rules of communication) and the effectiveness of communication (a measure of the coincidence of the achieved result with the intended goal).

Role behavior is defined this or that social role, which is understood as a dynamic characteristic of the status of a person or social group, as a way of behavior set by society. The role behavior of partners in business communication is determined by their position in the system of existing economic relations.

"Role"- a way of behavior determined by society. Its components: the basic psychological attitudes of our "I" and the expectations of other people.

Possible roles of a business person: subordinate, manager, colleague, negotiating partner, etc. A positive perception of reality in role-playing behavior is a process of directing efforts to solve emerging problems. positive thinking represents the rejection of useless experiences about far-fetched and not yet existing difficulties.

The basic psychological attitudes of your "I" are created in the process of fixing the most frequently repeated reactions to the surrounding reality. They include self-evaluation and our evaluation of those with whom we associate.

The main types of installations:

1. "I'm good - you're good." This is the most moral and productive attitude, since in most cases evil is caused not by intent, but by thoughtlessness, due to moral immaturity. People with this attitude know their worth and expect others to give them credit. They work and interact constructively.

2. "I'm good - you're bad." Such an attitude is characteristic of those who are not capable of creative self-affirmation. They shift the responsibility for their problems to others and, in case of failure, try to find the culprit among colleagues or subordinates. At the same time, imaginary self-affirmation is carried out at the expense of humiliation of others, which is immoral and ineffective.

3. "I'm bad - you're good." This attitude is typical for people with an inferiority complex who feel powerless compared to the people around them.

4. "I'm bad - you're bad." Such an attitude leads to self-decomposition of the personality, causes a feeling of hopelessness and loss of interest in any activity.

4. MAIN STAGES OF DEVELOPMENT OF THE TEAM.

At the first stage team development is dominated formal structure: employees get accustomed to each other, communicate in accordance with official behavioral characteristics, true feelings are hidden, goals and methods of work are not discussed together, collective work is practically absent.

Second stage team development is characterized by a reassessment of personal and business qualities leader, groupings within the team begin to form, an opinion about colleagues is formed, a struggle for leadership is possible. Discussing disagreements is more open, attempts are made to improve relationships within the team. At this stage, its informal structure is formed, the activities of the team members become more coordinated. At this stage there is group cohesion, which can be positive, negative or conformist.

With a positive direction employees show the best business and moral qualities, they are proud of belonging to this team, the emerging issues are resolved in a businesslike, energetic and creative way.

With a negative orientation, most of the energy of employees is spent on participating in conflicts between informal and formal leaders, clarifying relations with other departments. Production problems are relegated to the background.

Conformist orientation is distinguished by a purely external, feigned interest of employees in the results of labor activity, indifference to collective efforts. The scope of their interests is outside the team: in social and political activities, family, personal matters.

Methods for measuring the degree of team cohesion:

1) the respondent is asked to evaluate the intensity of one of the 20 signs, divided into 10 polar pairs, on a three-point scale;

2) team members are offered a set of 20 personal qualities closely related to business communication, from which they must choose 5 qualities necessary for effective joint activities.

Practice: "Ethics of business contact".

(situations 1-7).

1. How should a man accompany a lady going down (up) the stairs?

1. A man should go up the stairs one step below the lady, as if insuring her from falling: going down - a little ahead, going up - a little behind. On the escalator, it should also be located one step below the companion.

2. Should a man always let a woman through the door ahead of him?

2. Not always. When accompanying a woman, a man should enter the elevator first, as if checking its reliability. The same applies to the entrance to the escalator.

3. A meeting with a high-ranking leader is scheduled for 13.00. What time do you plan to show up at his waiting room?

3. As we have already said, you should never appear minute by minute, you need to come with a small margin of time. What is this reserve for an important visit?

First of all, you need to remember: the leader has the right to invite to his place a few minutes earlier than the appointed time. Having freed himself a little earlier, he usually wonders if anyone is expecting him, because it is difficult to do something in a few free minutes that have appeared. If you are not there, he will take care of something else, and you will have to wait. It may take a few minutes to clean yourself up, visit the toilet. Thus, the following rule follows from the above: For an important visit, you must arrive no later than 10 minutes before the appointed time.

4. During business conversation brought tea. You dropped a teaspoon on the floor. Your actions?

4. A teaspoon that has fallen during a business conversation is not picked up. Taking a spoon from the floor, you seem to show that tea drinking is more important for you than conversation. Moreover, having lifted the spoon from the floor, you still will not use it.

5. One of the participants in the business meeting sneezed. What is your reaction?

5. In contrast to everyday ethics, where they say “Be healthy” to a sneezing person, “they don’t notice a sneeze” during business contacts. The principle already known to us works: “Do not focus on circumstances that are losing for the partner.” Illness is also a losing circumstance.

6. A young girl got up from her seat, giving way to a woman of about 45: "Sit down, please." She is offended: “I’m not that old to be inferior to me.” Would you have acted differently in the place of this girl?

6. In her own words, the girl focused on a losing circumstance for a woman - her age. At the same time emphasizing his upbringing. The courtesy should not show your advantages over others. Right Action: get up silently (as if you are going to leave). Thus, without attracting attention, give the opportunity to sit down to another.

7. Two strangers approached the elevator door at the same time. business man(same gender, age, position). The call button is pressed before them; the door opens - there is room in the elevator for only one of them. Both are in a hurry, late. Which one has the advantage, the right or the left?

7. Other things being equal, the advantage to pass first is given to the one on the right. Similar to the well-known rule of the road "obstruction on the right"