The first impression is formed quickly enough, a couple of minutes is enough. Many people instantly evoke sympathy or antipathy. It depends not at all on clothes or appearance, but on how a person speaks. The culture of communication, good manners and knowledge of the rules of etiquette come to the fore when assessing a person.

Good manners are not born, like many things, they need to be learned. The foundation is laid by the parents, who give the first ideas about correct behavior in society. A person improves this knowledge and skills throughout his life. And by setting this goal, you can help yourself to facilitate communication with other people, make a good impression and achieve success faster.

The Importance of Etiquette

Speech is not at all a simple formation of thoughts into words and sentences, it is the most complex mechanism in establishing and establishing social ties. The culture of communication affects not only the interlocutor, but also the person himself. The selection of the right expressions and correct manners form a special mood of your opponents.

Especially clearly visible is the need to master the etiquette of communication in business area. Subject to all the rules of good manners, the employee forms a favorable opinion among others not only about himself, but also about the company he represents. Therefore, if you want to reach certain peaks, you need to be good at your speech.

Rules of etiquette and communication

Ethics of communication is not only in the manner of speaking correctly. Important aspects are also intonation, language, distance and behavior of the individual. Learning the generally accepted rules of the culture of communication can help to present yourself correctly.

What to pay attention to when communicating:

• Distance between interlocutors

The culture of communication dictates its own norms. For example, for strangers or unfamiliar people, the optimal distance is considered to be a distance of 2 outstretched arms. In addition to considerations of personal space and comfort, this also has practical significance for communication etiquette - any interlocutor can safely leave, no one blocks the passage for anyone and does not hold the buttons.

• Confusion

If in the course of communication you mixed up the name or forgot it, it is enough to apologize once. You can also briefly ask for forgiveness if you stumble or pause in a conversation.

• Gossip

Gossipers at events bring particular discomfort. In order not to get into a bad or delicate situation, you should not discuss any of those present. This is a sign of bad taste and is not approved by the etiquette of communication.

• The topic of conversation

A well-chosen topic of conversation is the key to success. In the culture of communication, it is considered unacceptable for a long conversation to focus on one's dreams, memories, children or spouse, habits, illnesses, gossip, taste or sexual preferences.

Religion and politics should not be touched upon at all, as aspects of worldview are very confusing for most people.

In the event that the interlocutor expresses clear signs of irritation from the chosen topic, it is worth apologizing and transferring the conversation to a more neutral one.

• Tact

The ethics of communication imposes a clear prohibition on the use of a language unfamiliar to the people around you. Even if you are talking to your old acquaintance in the company of others. This is blatant indiscretion!

Slang words and professional terminology should be avoided. When meeting a representative of any profession (builder, doctor or lawyer), it is not customary to ask them for advice. If such a need arises, it is worth arranging a personal meeting at another time. Thus, communication etiquette will be observed.

• Patience

Not always the topic of conversation may be of interest to you. If the interlocutor considered it necessary to convey some information, he must be listened to. If it is unpleasant, you can quietly move the conversation in a different direction. Interrupting the interlocutor in mid-sentence is a sign of bad taste. As well as showing obvious irritation, impatience and anger.

Making comments is not considered correct and is allowed only in exceptional cases. These cases, as communication etiquette says, are rudeness towards you or your loved ones, gossip, touching on personal issues without permission, criticism.

• Showing Interest

It is impossible to closely and continuously examine a person. Especially embarrassing is looking at another while eating.

Sometimes there is a desire to defuse the situation or back up your words with something pleasant or a bright joke. Any jokes, funny stories, rhymes are appropriate in small doses and only in accordance with a specific topic.

• Demonstration of your superiority

No one likes to feel stupider than their interlocutor. Therefore, suppressing your interlocutor with erudition is not the best option. Overestimating and praising one's capabilities is also unlikely to find its fans.

If you don't understand something, don't be shy. According to the ethics of communication, this can be voiced and asked to explain. People love showing interest in them, as well as the opportunity to discover something new for their interlocutor.

• Sincerity

The ethics of communication presupposes a respectful attitude towards the interlocutor. In the event that there is a misfortune or misunderstanding, words of support are very important. But using stereotypical phrases and well-known wise advice is a sign of bad taste. Try to enter the situation, find sincere words of support for the person. This shows your respect for him, interest in his personality and gratitude for his openness.

• Proper Handling

The ethics of communication implies the correct appeal to another person, because it is with him that communication begins. It is very important to take into account age, gender and status characteristics in such a delicate matter. Otherwise, there is a risk of starting communication on an unpleasant note.

• "you" and "you"

The ethical norms of communication involve addressing “you” only to the closest people and children under 12 years old, and with everyone else, use the wording “You”. Even if the person is the same age as you.

• Demonstration of kinship

Society does not always welcome excessive emphasis on close relationships between two or more people. In order not to attract attention, in society, strangers, close friends or relatives are called by name.

• Transition to informal communication

It is necessary to make the transition from “you” to “you” slowly and very tactfully. As speech etiquette and communication culture say, it is better if the initiative comes from a woman or a person older in age or social status.

How to properly refuse

Sometimes it happens that an awkward situation arises where you need to refuse a particular offer. This can be done using different tactics. The form of refusal is chosen based on the possibility to provide or not to provide assistance, the closeness of communication with the person, the personal relationship to the interlocutor, the type of request.

Speech subtleties of refusal:

• A resolute "no"

If the situation requires an immediate response, do not delay the refusal. A tremor in your voice and shifty eyes will make it clear to the interlocutor that you are not confident in yourself. As a consequence, this opens up horizons for re-manipulation.

• Arguments

When justifying your refusal, a repeated request or reproaches are not acceptable according to the ethics of communication. If this occurs, then this is evidence of the level of communication culture of another person, and you have the right to leave. But to refuse without explaining the reason is unacceptable.

• defensive posture

To reinforce your verbal refusal with a psychological block in the form of crossed arms or legs, you do not need to move away from the person. Such behavior can offend the interlocutor.

• Reproaches towards the petitioner

In no case should you shame or accuse another person of impudence for trying to ask for something. His right to ask, yours to refuse. Most often, in such a situation, notations are not needed. But you can at least provide moral support.

Communication with strangers

Sometimes difficulties arise when contacting strangers in transport or on the street. It is customary to use the words: woman, man, boy, grandfather. However, such treatment is unacceptable. According to the ethics of communication, it is necessary to use impersonal phrases: tell me, please, excuse me.

According to the ethics of communication, the first to greet a woman is a man, a younger senior (by age or rank), a latecomer waiting, who has already entered.

Depending on the circumstances, the following types of treatment are distinguished:

1. Official (madame, citizen, sir);
2. informal (by name or "you");
3. impersonal.

Ethics in public speaking

During his life, every person is faced with the need for public speaking. It could be protection thesis, presenting your book, hosting a conference, or toasting at a wedding. One of the key aspects is getting the location of the audience and properly communicating with them.

To do this, you need to know the basic rules of ethics in public speaking:

• Preparation of the speech plan should take place in advance

Form the main theses, make a presentation and preferably rehearse several times. So you can avoid unforeseen situations. A positive moment will be the use of statistics, which will be a weighty argument in the key of the problem under consideration.

• "No" to the instructive tone

The audience should feel your emotional involvement in the situation under consideration. Properly chosen words and phrases, treatment on an equal footing will create a clear advantage in their eyes.

• Brevity and clear purpose

You should avoid the use of hackneyed phrases, they make your words unconvincing, giving the impression of incompetence. A long introduction won't help either.

• Politeness

Not all people can approve of your position. Even if you are answered rudely or abruptly, you need to be restrained and respond politely, despite the emotions seething inside. Otherwise, it will be a violation of communication etiquette. The use of obscene language is also unacceptable. By following these rules, it will be easier to achieve your goal.

Thus, following the elementary norms of communication will help to avoid many unpleasant situations, as well as put together the most pleasant opinion about your personality. The ethics of communication is multifaceted, which opens up impressive opportunities for recognition and influence for everyone.

Rule 1 Treat people the way you would like to be treated. Respect for others begins with respect for oneself, and respect for oneself with respect for others. Show sincere interest in people, remember that approval, praise - effective means self-realization.

Rule 2 A good mood starts with a smile. Smile more often to yourself and others. A good joke brings people together. An optimist instills in others the conviction of the success of the most difficult task.

Rule 3 Try to remain calm in all situations. Remember that it is much more pleasant to communicate with calm people. The calm atmosphere enhances the feeling dignity, creates comfortable conditions for work, study, creativity.

Rule 4 Evaluate people fairly, and if you criticize, then do it skillfully, preserving the honor and dignity of the criticized. It is best to make a remark face to face. Remember that nothing demoralizes people more than constant reproaches.

Rule 5 In communication, strive for dialogue, then you will not only talk about your point of view, but also learn the opinions of others, which can be much more valuable.

Rule 6 Observe the culture of speech, which consists in the conscious selection and use of those language tools that help communication. The criteria for the culture of speech, defined since ancient times, are: correctness, communicative expediency, accuracy, consistency, clarity and accessibility of presentation, purity and expressiveness of speech, a variety of means of expression, aesthetics and relevance. What words a person uses speaks of his inner culture, spiritual wealth.

Rule 7 Be mindful of clothing culture. The effect of the first impression has an impact on subsequent communication. First, a person sees, and only then hears and perceives the meaning of what was said. Sympathy for a person arises initially from external perception. Learn to win over people.

Rule 8 Be grateful. A person who knows how to give thanks gets many times more. When they give advice, you should thank, and only then decide whether to follow this advice or not.

Rule 9 Strive for development and improvement. Once you understand that the cause of failure in life is within you and not outside of you, you will begin to progress.

The rules of etiquette listed above reveal its main provisions, the observance of which will help in business, but there are many more rules that must also be observed:

● Speech and psychological rules. In the speech etiquette of business people are also of no small importance compliments. A compliment satisfies the most important psychological human need for positive emotions. Everyone benefits from a compliment. But it should be remembered that the compliment should not contain ambiguous phrases, teachings, it should be as short as possible, based on a factual basis, be sincere and specific.

● professional listening and emotional intellect. Professional listening is a special talent that manifests itself in the ability to find valuable information in what is heard from a partner, which means to inspire trust in him. The main method of listening - to respond not to your own thoughts, but to the thoughts and statements of a partner, is completely in his verbal field. Listening is more than just understanding words, it is also a way to capture the intonation of speech. Having this ability can ensure success in business communication.

Business etiquette requires special behavior in dealing with customers. It requires good psychological knowledge, experience and a certain emotional intelligence, which includes not only understanding oneself and managing one's own emotions, but also the ability to recognize the emotions of other people.

● Appearance and clothing. Among the channels through which a person sends information about himself, his appearance and clothing are of considerable importance. Clothing is a kind of calling card and has a psychological impact on communication partners. The way you wear clothes is very important. most suitable form business attire for men and women was and still is a suit.

Let's take a look at the man's clothes. He needs to have a couple of suits and a couple of jackets and trousers, as well as about a dozen different shirts. A tie is the main item in a man's toilet. In terms of length, width and color scheme, it must correspond to fashion. Socks are matched to a tie, then to the color of trousers, shoes. Evening toilet business man must consist of trousers and a jacket of the same color and a white shirt. Accessories play an important role in the image of a business person. These are beautiful glasses wrist watch, wallet, business folder or briefcase, mobile phone. Cufflinks and tie pins are back in fashion.

A few words about the suit of a business woman. Versatile clothing - dress, suit, trouser suit or stylish blouse and skirt. For service, the most acceptable dress is gray with small stripes. A woman is decorated, first of all, with a hairstyle, then shoes, a bag and jewelry. Like a man, a woman's accessories must be of the highest quality.

● Label ceremonies:

○ Greetings. It is a form of mutual respect, and in any situation should show not only our courtesy, but also sincere disposition, goodwill towards the partner. Here it is appropriate to use not only speech means, but also non-verbal gestures: a nod, a bow, a smile. Calling by name and patronymic is an appeal to a person, thereby you emphasize respect for a person, such a greeting speaks of your culture.

○ Handshake. Expresses the mutual disposition of people to each other and requires special tact. Increasingly, with the mutual greeting of a man and a woman, she is the initiator of the handshake. An exception to the rule is when a man is much older than a woman in age or official position, in which case he gives his hand first. It is not customary to shake hands over a threshold, a table, through any obstacle.

In the methods of shaking hands, the nature of the relationship of people to each other is fixed. However, there are options. The first option: dominance, when the partner's hand is directed down in relation to your hand and you feel strong pressure, he seems to be trying to control you. In the second case: a person holds out his hand so that his palm is looking up, lets you know that he is giving you leadership. And the third - the hands move parallel to each other and vertically to the plane of the floor, which indicates the relationship of equality, partnership.

○ Performance. By means of representation it is possible to establish the necessary and useful links. It is customary to represent the younger to the older, the single to the married, the lower in status to the higher, the man to the woman, the younger woman to the older, and so on. When a man is introduced to a woman, he stands up and bows slightly, the woman remains seated. Those who have just arrived at a meeting do not introduce themselves to persons who are already leaving it. You should not introduce yourself in elevators.

○ Receptions. In society, certain rules for the organization and conduct of various kinds receptions - from diplomatic receptions to house parties. Receptions are held as a commemoration important events, and in honor of any official events. Receptions are divided into daytime and evening, receptions with seating and without seating at the table.

Each session requires careful preparation. First of all, the type of reception is determined, which depends on the purpose for which it is organized, the composition of the guests, as well as material capabilities. If foreign guests are present at the reception, then their national traditions and customs should be taken into account. It is necessary to determine the venue for the reception, draw up a list of invitees, send out invitations in advance, draw up a menu and seating plan at the table if it is a question of breakfast, lunch or dinner.

○ Presentation. The main purpose of the presentation is to present: a company, a product, a service, a book, etc. Presentation gives good opportunity to invite the right people, establish business contacts. The list of persons whom it is desirable to see at this event is carefully thought out, and invitations are sent out in advance. You can announce the presentation in the media.

○ Phone rules. At efficient use the telephone becomes an essential component of the firm's image, and the ability of the firm's employees to communicate over the telephone determines its reputation and the scope of its business operations. A Japanese firm will not keep an employee who does not solve a business issue in 3 minutes.

Correction of communication by phone is very important. The analysis shows that in a telephone conversation about 40% are repetitions of words, pauses. Extra information, so you need to prepare in advance for a telephone conversation, select the necessary material, documents, proposals, addresses.

You should draw up a conversation plan if a telephone conversation is important to you, write down questions, predict likely answers and proposals from a business partner, keep in memory or on paper the dates and numbers of documents and materials relevant to the case.

At the end of a telephone conversation, you need to analyze your impressions of the style of the conversation, its content. Take into account the vulnerabilities or mistakes of your own and your business partner.

Telephone culture requirements:

1. Brevity (conciseness), the desire to quickly and quickly solve problems, provide assistance;

2. Clarity and clarity not only in thoughts, but also in their presentation

3. Competence

4. Possession of the technique of business conversation

5. Tact

6. Goodwill

7. Moderate emotionality

Telephone ethics rules:

1. Say hello

2. Identify yourself and briefly state the reason for the call.

3. Check if the person you are calling has time to talk.

4. If you call without warning, at a later time, a house call - apologize for the inconvenience, anxiety.

5. The grossest violation is not to call back when they are waiting for your call.

6. If you call the person who asked you to call, but he was not at the place or he cannot come, ask him to convey that you called.

7. When the conversation is going to be long, schedule it for a time when you can be sure that your interlocutor has enough time to talk.

8. Never talk with your mouth full, chew or drink while talking.

9. It's against business etiquette to pretend to be a personal friend of the person you're calling, just to be connected to them sooner.

If the phone rings, and you are already talking on another device at that time, try to finish the first conversation, and only then talk in detail with the second interlocutor.

Whatever phone number you dial, whoever comes up, you must definitely say hello, if you call the institution, you must immediately introduce yourself.

Appeared autoresponders are designed to increase productivity different kind services. However, they must be used correctly. You should turn on the answering machine only when you need to leave the workplace. When you return, immediately listen to the recording. Calls should be answered without delay. If you call back and an answering machine answers you, you need to identify yourself, ask your question or tell something, then, reminding your phone number, ask to call you.

● Business communication rules:

○ A business card is a sheet of small, not too thick cardboard, printed in a typographical way. Color varies, although protocol dictates they should be white. The text is typed in black, but not "silver" or "gold". The reverse side of the card must be clean for making notes. Sometimes on reverse side the text is duplicated in a foreign language.

Cards must be handed with both hands, or only right hand, when meeting partners, at a reception, parting, as a sign of special trust - to a private person. In a business acquaintance, the exchange of business cards is a mandatory procedure. There are etiquette rules for using business cards. So, after an acquaintance, the one whose rank is lower is the first to leave his business card. In case of equal status, age is taken into account - the youngest leaves the card first. After the introduction to the woman, the man must, no later than within a week, send his business card to her and her spouse, even if it has not been introduced to him..

Conclusion: In the second question, the rules of business etiquette were considered, their content and application in life were revealed. In this question, the basic rules of conduct were revealed, such as appearance and clothing, business communication rules, etiquette ceremonies, professional listening, and speech and psychological rules. The success of an organization is closely related to etiquette and culture of behavior. For good mastery business etiquette, a culture of behavior require time, desire and perseverance, constant training in behavior in various conditions of activity, so that knowledge turns into skills, habits. Then the reaction to any action, any move of the opponent, the development of the situation will comply with the rules of good manners, business etiquette, the requirements of the culture of behavior in this situation

What is a communication culture? This is a multi-level concept that includes a wide range of regulations, techniques and mechanisms, communication methods and their rules, and thus affects qualitative characteristic and the level of communication excellence of the individual.

The culture of communication is also quite an important life tool. It is this system that allows the subject not to move emerging conflict moods from the professional-active sphere of life to the personal emotional-volitional one, which can already directly affect interpersonal relations between participants in the activity.

Cultural communication makes it possible to understand one or another position of an individual's opponent, reduce emotional stress, and eliminate an uncontrollable surge of emotions in relationships in any area of ​​life.

Speech culture of personality

A significant role in the formation and further development of a person as a person is played by the so-called speech culture personality. The reflection of speech culture is the language and its system, since it is in it that the real reality and conditions that surround individuals, the social and public consciousness of all individuals, cultural and national values, the spiritual level of development, traditions, worldview are expressed and expressed.

In other words, language is practically the repository of all cultural values. It performs this function with the help of its components various components, such as lexical and grammatical features, the specificity of oral and written manner of speech, folklore works like sayings and proverbs.

In addition, speech as such serves as a reflection of the development of mental activity, cultural and intellectual education of the individual. It also represents one of the most basic aspects of the ability to cognize the surrounding reality, the regulation of human activity in society.

Moreover, speech is practically the only, most optimal and effective option among all methods of communication, which for modern mankind is a way of regulating joint purposeful activity. Moreover, this does not depend on the sphere of life in which this activity is carried out.

The importance of the concept of communication culture for any person cannot be exaggerated. It is thanks to it that, in particular, the knowledge of various professional skills and abilities is carried out, social adaptation in general, cultural and comprehensive development, and the simplest interaction with other people take place.

The ability of individuals to communicate is not only an important emotional-psychological and social connection, but also a universal method of creating a channel for the exchange of information of varying degrees of importance. The result of any speech activity of the subject is considered to be the text, which constitutes the expressed information in oral or written form.

Of course, the effectiveness of expressing information in this way, as well as the possibility of its adequate perception, depends on a number of characteristics. These include the integrity of the text, the presence of a certain semantic load, as well as general coherence. Also great importance has a concept of the quality of an individual's speech, which plays an important role in characterizing his speech culture.

It is customary for specialists to single out the culture of speech as public, that is, general social, and purely individual. As for individual speech, it is unique for each subject, and its quality is directly based on the general level of erudition and development. this person in methods of verbal communication. At the same time, individual speech is at the same time the main criterion for a person to express his experience and skills within the framework of verbal communication.

It is also worth noting that the individual speech culture borrows certain provisions from the general social one, adopting some of the clichés, phenomena, and established traditions. At the same time, the individual culture of speech is more unique and diverse, in contrast to the social one. From this position, public verbal culture is seen as a kind of piggy bank. It represents the selection and storage of the best, that is, those that have taken root in society, verbal patterns, techniques, speech turns and phenomena. At the same time, it is she who contributes to the formation of the concept of literary classics and the norms of social communication.

Thus, considering communication through speech from the point of view of psychology, we can conclude that it is one of the many mental forms of human activity. Communication as such is not just an interaction between two personalities, because it also displays various unique properties the psyche of each of the participants in communication, the features of their unique temperament, other psychotypical features.

Moreover, it is important to note the fact that the personality of any person receives a powerful impetus for development solely as a result of interaction with other individuals. This implies the fact of the importance of educating a culture of speech. This education consists in the competent mastery of the native language, teaching various norms, improving cultural knowledge and eloquence through simple verbal contact with people.

Education of a culture of communication

It should be noted that in a progressive society, the education of a culture of communication occupies one of the dominant positions in the upbringing of a child in general, both in the family and in any other teaching practice. In particular, it is a competent culture of educational communication that is designed to form in a child the theory and practice of the foundations of a general culture of communication.

Equally important is the ability to competently and correctly build one’s speech on the part of parents, since it is their example of interpersonal activity, interaction with people around them, building personal speech that will allow developing in the child those qualities that will instill in him certain cultural values ​​in communication.

There are a number of different kinds of priorities, goals and objectives that underlie the education and formation of a culture of speech.

All of them are considered from the point of view of the relevance of developing the following qualities that are important for the individual:

• Sociability as a unique and stable trait of human character. His tendency to interact with other subjects, to actively exchange information.
• A fairly high level of purely personal relationships.
• A high level of development of relationships in a particular group of people.
• Effective level of development joint activities in any sphere of life, for example, professional.
• Increasing the level of academic performance, which also consists in increasing the activity in society.
• The development of adaptive abilities for various activities and switching between them, for example, gaming, educational, labor.

Thus, the culture of speech and its education is a rather deep and multi-level process. It includes the development of relationships in all spheres of an individual's life, satisfaction of the need for joint activities, which is accompanied by a constant exchange of information, the creation of a certain unified system and concept of communication and messaging, as well as a fairly pronounced, continuous perception and comprehension of another person.

Man is a cultural being, the characteristics of which he acquires in the course of his life. At first, a person is born illiterate. However, as he grows, he learns the culture of speech, when you need to learn not only words, understand their meaning and the ability to compose sentences, but also get acquainted with the etiquette of using certain speech cords. The culture of communication implies a conscious approach of a person to the process of verbal contact with others. Culture is formed separately business communication, which must be followed by people of a certain status who wish to demonstrate their high level of education and good breeding.

Each person learns to speak, since this is one of the distinguishing characteristics of man from the animal world. The site of psychotherapeutic assistance, the site speaks of the importance of knowing not only the language and the meaning of words, but also the ability to beautifully and correctly compose sentences, to apply certain phraseological phrases at the right time and in the right place. The richer the language of a person, the more cultural its manifestation, the more interesting the individual becomes for others.

What is a communication culture?

The culture of communication contains several definitions that generally make it up. The culture of communication should be understood as the observance of moral values, the presence of personal guidelines that are approved by society, fluency in the language, understanding by a person with whom he communicates, in what situation he is and how to behave.

The culture of communication is provided by the education of a person. A newly born child does not have a culture, since we are talking about the rules and norms invented by people in order to ensure positive interaction between individuals.

Speaking about the culture of communication, we are talking about what was once inherent only to the upper stratum of society. When people were divided into rich and poor, slaves and masters, then the level of education among people was different. People who belonged to the upper stratum could receive knowledge, learn etiquette and culture, and then adhere to all this in order to stand out from the rest, "uncivilized" people.

Today, culture is instilled in absolutely everyone. However, its presence in a person indicates how much the individual respects and appreciates himself, how ready he is to be part of society and be able to freely communicate with various categories of individuals.

Culture implies the flexibility of a person who understands with whom he communicates and in what situation he is. Deal with different people in different ways, while maintaining a respectful and calm tone, no matter how tense the environment is.

Level of development and education modern man is determined by the culture of his communication, by his skills and abilities that he uses in contact with other people. The culture of communication is a skill that is developed by the person himself. Moreover, it requires a conscious approach, when the individual understands what he is saying, for what purpose he pronounces words, correctly selects them and forms sentences, and also bears responsibility for what he said.

Communication culture is thinking process which includes individual psychological features person. There is a communicative culture that is offered by society for a person to observe. And there is a culture that the individual develops on the basis of his own qualities and needs.

A person is considered cultured if they develop their communication skills, educate themselves, enrich their vocabulary and remain flexible, since each situation requires its own slang.

Culture of speech communication

Every person goes through an upbringing that includes learning to speak. Parents teach each child the oral and written presentation of their thoughts, enriching them with words, meanings and concepts. Each individual has his own culture of speech communication. And how well it was developed by parents in childhood will influence its further development by the individual himself.

It is in the manner of communication that the first impression of the individual is created. First, people are met by their clothes, and then the assessment takes place at the level of communication. How do people communicate? What words are used? How competently, clearly and clearly make sentences? How clear are they? All this is part of the culture of communication. On the basis of the manners that a person shows, one or another attitude is formed towards him among the interlocutors.

The impression of a person depends on how he speaks. Thus, the impression of you is in your hands, or rather lips, which speak and form a certain assessment among others.

A cultured person studies the norms that are proposed for the formation of a culture of speech:

• Essence (content). A person knows how to express his thoughts in words, conveys the essence of what he wants to express.
• Logic. The person speaks consistently, there are no contradictions in what was said.
• Evidence (validity). A person can demonstrate evidence that allows him to say this or that thought.
• Argumentation (persuasiveness). A person can speak convincingly and prove the veracity of his words, which will lead to the consent of the interlocutor.
• Clarity. A person uses such words and terms that are understandable to the interlocutor.
• Clarity (clarity). A person is able to choose words that clearly and directly express his thought. At the same time, his speech is such that any interlocutor can hear and understand what he is talking about.

Formation of a culture of communication

The culture of communication is an ongoing process that begins from birth. A person receives the first communication skills in the circle of his family, where he hears how his parents communicate with each other and with him. Then the upbringing and education begins in kindergarten and school. Here the child is given certain lessons and instructions that he must learn.

However, a person forms most of his communication skills in the process of contact with different people. At first, he copies the patterns of communication that he hears in his family. If desired and necessary, speech correction occurs when the child begins to use the rules and norms that he is taught at school or kindergarten.

Also, a person adjusts his speech depending on the people with whom he constantly communicates. This includes children-friends with whom the child is constantly in contact and who are carriers of other models of communication. In the future, the mass media, trainings and other people with whom a person is forced to communicate are connected to the process of communication culture.

Throughout life, a person can change his speech, which depends on the environment in which he is. This becomes especially noticeable when a person leaves his homeland and leaves for another country where there is a language and culture of communication.

Culture of speech and business communication

It should be attributed to a separate category of speech culture. The modern world is based on success, which assumes that every person (whether he is a director of a company, an entrepreneur or a simple worker) will definitely adhere to certain norms of business etiquette.

Unfortunately, modern people in everyday life they do not want to adhere to any norms of communication. Everyone prefers to express their idea with a minimum set of words, to convey its essence. However, in order to adhere to literacy, rules, beautiful wording of phrases, no one pays attention to this. Already in the letter it becomes clear that people, even knowing grammar, do not particularly adhere to it. Modern technologies allow to be illiterate than people use. This greatly reduces their intelligence level.

However, business communication is beginning to develop. Every person, even a simple worker, must adhere to it in order to thereby demonstrate their professionalism. It is especially important to use business communication during negotiations, conferences, interviews, when solving any issues with other employees.

To be a business person, you need to have the following characteristics:

1. Speech should be clear, crisp and clear.
2. A person must have a large vocabulary, including terminology in the area in which he specializes.
3. Adhere to literacy and beauty of speech.
4. A person must monitor his intonation, pronunciation of words and even the manifestation of emotions.

Culture of communication and etiquette

During communication, a person must adhere to a culture of etiquette. Here, certain frameworks are taken into account, how a person should behave, how to communicate with others, how to position himself. For example, older people must be addressed with "you". In a circle of strangers, you should always address everyone with “you”. Only individuals who belong to the inner circle can be addressed to "you".

Etiquette affects how a person will communicate with other people. Much depends on the situation and the norms that are accepted in this circle.

Culture of interethnic communication

Many entrepreneurs are already bringing their business to the international market. This requires the ability to communicate with people of other nationalities, which requires different rules that must be observed. There is a separate direction for studying the rules of communication with people of other cultures. Much depends on why people of different nationalities decided to communicate. What activity or theme connects them?

The culture of interethnic communication includes many rules, among which are:

1. Knowing the etiquette of another people.
2. Proficiency in the language of the people with whom you communicate.
3. Compliance with the traditions of business negotiations.
4. Creating an atmosphere within your company that will take into account the traditions of other people.

Outcome

Communication is the main leading activity of a person with other people. With whomever a person contacts, he uses speech. Here you need not only to know the words and understand their meaning, but also to compose sentences beautifully, correctly, competently, according to all norms and concepts, which will reflect education and a high level of personal development.

Depending on the manners that a person adheres to, a certain impression is created towards him. It is important not only in interpersonal relationships but also in the workplace or when doing business. Communication occurs in every area of ​​human life. And the richer the language, the more cultured the person himself, the more ethical and moral the principles of the speaker, the more interest he arouses among those around him, who begin to want to contact him further.

Theoretical Provisions

CULTURE

"Culture" is a very capacious concept. In the most general sense, it includes all achievements human society in various areas of life, and a high level of development of any particular branch of activity, and enlightenment, education, erudition, and the existence of living conditions that meet the needs of an enlightened person, even breeding, cultivating a plant.

In other words, culture is inseparable from the process of choosing something the most successful in any field, caring for it, bringing it to high level quality in pursuit of excellence. This process presupposes the awareness and purposefulness of all relevant actions, the development and storage of techniques and methods - the rules of effective activity.

culture- an activity that serves to ensure a sustainable and productive life of society through the selection, systematization, storage, study and organization of the use and precedents of activity (Yu.V. Rozhdestvensky. Glossary of terms).

culture has three forms: physical, material and spiritual. Every fact of culture combines them all.

Physical Culture – preparation of a person for any kind of activity, consisting in the development of motor-coordinating abilities, the inclinations of mental activity, ethical and aesthetic ideas, as well as the ability for self-observation, self-preservation, procreation.

material culture – a system of material objects that form an artificial (technical) human environment, selected for eternal storage and designed to serve people as models of technical creativity.

spiritual culture – a collection of facts of spiritual social life that characterize the moral, emotional, mental development of mankind, the development of styles and style requests of people, their systematization and dissemination through all types of education and enlightenment, works of art, crafts, literary monuments, etc. The content of spiritual culture is morality and morality, examples of learning and wisdom, achievements of scientific and technical, sociological and economic theories, works of artistic creativity.

Thus, even physical culture, not to mention its material and spiritual forms, implies a spiritual and intellectual beginning, introspection and self-improvement.

Culture sets the bar, creates a certain ideal in each area. This ideal is characteristic of culture at every stage of its development. It changes depending on the tastes of a given historical time, national cultural characteristics, sometimes different ideals of several simultaneously living generations coexist together. Culture, therefore, always goes beyond the property of one person. The main form of culture is spiritual, and therefore culture always belongs to a person or a multitude of people. Accordingly, allocated trivida culture which are closely related:

society culture – the totality of the facts of culture, the exclusive possession or use of which has no right to claim either a private person or any separate group;

team culture(families, firms, organizations, etc.) represents the experience of the activity of this collective, fixed in signs and material objects, and is a direct source of the activity of this collective;

personality culture It consists of knowledge of the facts of culture, the skills of working in one's profession, the ability to use culture and personal experience. The culture of the individual is both a source of personal achievement and a source of creation of the culture of the collective and the culture of society.

Main cultural functions:

1) adaptive, ensuring the adaptation of a person to the environment;

2) communicative, forming the conditions and means of human communication;

3) integrative – bonding with the help of culture of any social community;

4) socialization – inclusion of individuals in public life.

The most important characteristics of culture are:

the significance of all its constituent elements;

the dialogue nature of the process and the focus on the dialogue of its products (facts of culture);

the existence of many cultures and types of cultures that enter into dialogue;

the continuity of culture as a process;

branched criteria for evaluating the facts of culture and mechanisms for the protection of these facts.

Thus, culture is “an expression of human relations in objects, actions, words, to which people attach meaning, meaning, value. The essence of cultural phenomena is that they matter to people; and the fact that they have a meaning gradually turns into a sign ”(A.A. Brudny).

CULTURE OF COMMUNICATION

Our life is filled with communication. According to sociologists, on average, a person takes up to 70% of the time to communicate. We communicate at home, at work, at the university, in a club, cafe, transport, library, etc. We communicate with friends, relatives, acquaintances and strangers. We communicate orally and in writing. We communicate with and without words. It turns out that our life without communication is unthinkable. Consequently, the role of communication in our life, both in public, professional and private, is enormous.

Communication- this is a real activity that unfolds procedurally and proceeds mainly in the form of speech (in its verbal and non-verbal components).

Communication performs a number functions In human life:

1. Social Features:

– organization of joint activities;

- management of behavior and activities.

2. Psychological functions:

- providing psychological comfort;

- satisfaction of the need for communication.

According to T.A. Ladyzhenskaya, communication is different from communications first of all, the nature of interaction, subject-subject relations, focused on dialogue, and not on a one-sided exchange of information. The subject-subject relationship implies communication as necessary; the solution of specific speech tasks in a particular speech situation acts as secondary in relation to the main one - to establish, maintain, improve the relationship of partners. What matters is not efficiency, but efficiency: it is important to achieve success not only in this particular situation, but to communicate in such a way that all speech partners want to continue communication in the future. Such an understanding of the essence and tasks of communication suggests that in order to achieve its effectiveness, it is necessary to make purposeful efforts, including those of a spiritual plan.

In a certain communicative situation, one of the goals of communication is the leading one, it is concretized into the main speech intention, while others can be considered as incidental, background ones (according to M.R. Savvova). Thus, the components of a communicative situation are similar to the components of a speech situation (it is no coincidence that these terms are often used as synonyms or form one compound word communicative speech situation). In our opinion, the main feature of the speech situation is in the intention aimed at achieving a specific practical result, while the core of the communicative situation is the communicative intention of both a practical and a spiritual plan.

A speech event is the basic unit of speech communication (communication).

A speech event is a kind of complete whole with its own form, structure, boundaries. school lesson is also a speech event, as, for example, Parent meeting or class hour, conference or meeting of the Duma.

Let us consider in more detail the most important components of a speech event.

The first component of a speech event is the flow of speech behavior - "what can be recorded on a video tape recorder" (speech behavior researchers do this); it is made up of:

1) the words themselves - “what can be written down on paper” in the form of a dialogue; this is verbal (verbal) behavior;

2) the sound of speech (its acoustics): loudness, pitch of the voice, the scope of its changes (monotonous speech or, on the contrary, with noticeable differences from high to low tone); speed (tempo) of speech, duration of pauses; this is acoustic behavior (1st and 2nd can be recorded on a conventional tape recorder);

3) significant movements of the face and body; this is a look, facial expressions, gestures, posture; this is gestural-mimic behavior;

4) how partners, when talking to each other, use the space (how close they tend to be from each other); this is spatial behavior (the 3rd and 4th can only be recorded with a VCR).

The sounding word - a living speech uttered in the process of unfolding a speech event - in modern linguistics (and rhetoric) is called discourse.

So, the first most important component of a speech event is a discourse accompanied by gestural-mimic (and spatial) behavior.

The second component of a speech event is the conditions and environment in which speech communication takes place, and all those who participate in it. This is, so to speak, the "scene of action" and "characters".

The set of elements of a speech event, including its participants, the relationship between them and the circumstances in which communication takes place, is called a speech situation.

Thus, a speech event is a "discourse plus a speech situation".

The structure of the speech situation:

participants, relationships, goals, circumstances

Analyzing and describing speech situations, it is customary to call their main participants the speaker and the listener (addressee).

The nature of the speech situation, and consequently, the speech event as a whole is determined not only by " actors”, but also the relationship between them and, most importantly, the goals of each main participant in communication.

Who speaks, to whom the speech addresses, what are the relations between the participants in the speech event - these are essential elements of the speech situation.

A participant in a speech situation, as an element of its structure, appears before us in the course of rhetoric as a carrier of 1 - speech role; 2 - attitude towards a partner; 3 - speech goals (intentions).

A speech act (speech act) is the basic unit of a person's speech behavior, realizing one speech intention of the speaker and serving to achieve a certain result (according to A.K. Mikhalskaya).

Communicative purpose- this is a strategic result to which the communicative act is directed, this goal is to ensure that the addressee understands the meaning of the message and the goals of the speaker.

Communicative intent- a tactical move, which is a practical means of moving towards the corresponding communicative goal.

We can distinguish the following types of communicative intention :

Inform (describe, tell, report) - give an idea about the subject of speech specifically and impartially;

· convince to persuade to your opinion, using the necessary arguments and evidence, appealing, first of all, to the mind of the interlocutor, to his life experience;

· inspire - address not only the mind, but also the feelings of the interlocutor (or the audience), using both logical and emotional means of influencing the personality;

Induce to action - to call, to convince the interlocutor of the need for action in such a way that the response was direct action.

Communication strategy- awareness of the situation as a whole, determination of the direction of development and organization of influence in the interests of achieving the goal of communication.

From the point of view of communication strategy, there are such varieties of it:

1) open - closed communication;

2) monologue - dialogic communication;

3) role-playing (based on the social role) - personal (heart-to-heart communication).

open communication is built on the basis of the desire and ability to fully express one's point of view and the willingness to take into account the positions of others. Closed communication- unwillingness or inability to express clearly one's point of view, one's attitude, the available information.

The use of closed communications is justified in the following cases:

1) if there is a significant difference in the degree of subject competence and it is pointless to spend time and effort on raising the competence of the "low side";

2) in conflict situations revealing one's feelings, plans to the enemy is inappropriate.

Open communications are effective if there is comparability, but not the identity of subject positions (exchange of opinions, ideas).

In addition, several intermediate variants of speech behavior can be described. “One-sided questioning” is a semi-closed communication in which a person tries to find out the position of another person and at the same time does not reveal his position. “Hysterical presentation of the problem” - a person openly expresses his feelings, problems, circumstances, not being interested in whether the other person wants to “enter into other people's circumstances”, listen to “outpourings”.

Communicative tactics- implementation in a specific situation of a communicative strategy based on the possession of techniques and knowledge of the rules of communication.

The success of verbal communication – this is the implementation of the communicative goal of the initiator (initiators) of communication and the achievement of agreement by the interlocutors.

There are several possible reasons for communication failure:

a) stereotypes - simplified opinions about individuals or situations, as a result there is no objective analysis and understanding of people, situations, problems;

b) "preconceived notions" - the tendency to reject everything that contradicts one's own views, that is new, unusual ("We believe what we want to believe"). We rarely realize that another person's interpretation of events is just as legitimate as our own;

c) bad relations between people, because if a person's attitude is hostile, then it is difficult to convince him of the justice of your view;

d) lack of attention and interest in the interlocutor, and interest arises when a person realizes the importance of information for himself (with the help of this information, you can get what you want or prevent an undesirable development of events);

e) neglect of facts, i.e. the habit of drawing conclusions-conclusions in the absence of a sufficient number of facts;

f) wrong choice of strategy and tactics of communication;

g) errors in the construction of statements: incorrect choice words, the complexity of the message, weak persuasiveness, illogicality, etc.

The conditions for optimal communication are the improvement of one's own culture, the desire to be a highly cultured person, means a combination of external and internal cultures. External culture is manifested in the fact that a person acts according to all the rules only when he is in sight or when this act of his becomes known to people in front of whom he plays the role of a cultured person. The internal culture consists in the fact that a person always acts as required by the moral laws of society.

Features of people's behavior in the process of communication, application various methods and techniques, use speech means largely determined types of communication. There are various approaches to the classification of communication.

By purpose communication is fatally informative. For informative communication the main goal is always related to information. In the course of such communication, something new is reported or listened to (read) for a given addressee. phatic(non-informative) communication is not aimed at transmitting or receiving information, but at establishing and maintaining verbal contact with the interlocutor, at regulating relationships, at satisfying the need for communication: to speak in order to speak out and meet understanding.

By verbal expression Communication can be verbal and non-verbal.

Verbal communication is verbal communication, i.e. in one of the natural national languages. non-verbal communication is non-verbal communication, in which the system of signs is: in oral speech- a combination of posture, gestures, facial expressions, intonation, and in writing - the arrangement of text, font, diagrams, tables, graphics, etc. The division of the verbal and non-verbal aspects of speech is very conditional and is possible only for the convenience of description, since both the verbal and non-verbal aspects of communication very rarely exist without each other.

From the point of view of the situation, the relations between the interlocutors and the content allocate everyday (informal) and business (official) communication, i.e. communication related to our daily life, with everyday life, and communication at work, in the performance of official duties, in solving production issues. Official - communication in compliance with all the rules, formalities provided for by the social roles of the communicants. It is built in accordance with certain rules of business etiquette, purposefully and involves the use of clichéd, stereotypical components in speech that ensure the accuracy of transmission and the adequacy of information perception. Unofficial - private, unregulated, without official status. Informal communication is characterized by ease, unplanned, informal, as a rule, friendly nature of the interaction of partners, in which colloquial speech prevails. Undoubtedly, these types of communication are interconnected with each other. Sometimes it is impossible to draw a clear line between them.

Interpersonal, group, public and mass communication differ in number of participants. Communication between 2 people is usually defined as interpersonal communication. With a small number of communicating (3-10), their interaction is called group, and if 20-50 people participate, in this case communication becomes public even in an informal setting. Mass communication occurs when the audience exceeds 100 people.

According to the position of the communicants in space and time distinguish between contact and distance communication. contact communication takes place directly: the interlocutors are nearby - here, now. distant- the interlocutors are at a distance from each other (talking on the phone - spatial distance) or separated by a temporal distance (exchange of letters). Situation and flexibility of momentary speech action is a distinctive feature of contact communication; distant communication is more programmed and prepared. This applies primarily to written forms of professional communication.

Closely adjoining this species pair is direct / indirect communication, which stands out in terms of use special means . mediated communication is the receipt of information through various mediating devices: radio, tape recorder, TV, computer. It should be noted the asymmetry of the information activity of participants in mediated communication. The mediating apparatus performs the function of the sender of information (addresser), the information received by the addressee is not returned to the sender, he does not see the reaction of the recipient of information. At immediate communication uses only the natural speech apparatus of a person: voice, vision, hearing.

From point of view forms of language existence communication is oral and written. For oral communication characters verbal improvisation and some language features(freedom in the choice of vocabulary, the use of simple sentences, the use of incentive, interrogative sentences, repetitions, incompleteness of thoughts), repetitions, clarifications, explanations. A huge role is played by intonation, which is an important means of forming an utterance and its meaning. Written communication is usually addressed to the absent. The one who writes does not see his interlocutor, but can only mentally imagine him. On the written speech does not affect the reaction of those who read it. The writer has the opportunity to improve his text, return to it, correct it.

Monologic and dialogical are the types of communication that differ by permanent / variable communicative role I am the speaker and you are the listener. Dialog is a direct exchange of statements between two or more persons, monologue- this is the speech of one person, not involving the exchange of remarks with other persons.

To optimize and regulate communication, and sometimes for its implementation, such norms are needed, the observance of which would help to overcome all communication barriers. These rules depend on levels of communication. V.P. Tretyakov and Yu.S. Krizhanskaya distinguish three levels of communication:

1. Ritual- this is the level of communication that implements the "object-object" relationship, when the individuality is not manifested by the communicants, and the contact is carried out at the level of the process of "accepting and playing roles" or at the level of interaction of "masks". A mask is a set of signs, the presentation of which ensures “smooth” and safe interaction in a human group (R. Jacobson). The ritual level of communication is almost entirely regulated by speech etiquette. This is the level of formal phatic communication.

2. Manipulative level of communication involves interaction based on "subject-object" relations: one partner considers the other as a means or an obstacle to achieving his goal. They talk about the manipulative level when the main thing for communicators is to achieve results at any cost. Very often the partner is felt as a rival in the game. The purpose of such communication is a gain, if not material, then psychological. The general principle of manipulative communication lies in the hidden influence on the interlocutor, in ignoring his will.

3. Friendly level of communication. This level is characterized by the interaction of subjects with a greater share of phatic communication, since the main thing in such communication is the understanding and acceptance of a person as a person. The friendly level is the level at which one can not care about the "technique of speech production", i.e. there is a deep understanding of speech: not at the level individual words and understanding at the level of the whole person. In order to communicate at this level, you must first of all be attentive to your partners, develop the ability to communicate.

Communication culture – a set of knowledge, skills and abilities that ensure purposeful interaction of people based on an adequate choice and use of means of communication, as well as the ability to predict the impact of statements on interlocutors, to extract information in terms of oral and written communication.

The culture of communication involves the observance of certain rules and norms. Allocate three types of communication rules- ethical, communicative and speech. These are different types of standards.

Ethical norms - norms related primarily to the motives of speech, to the field of culture of communication - this is goodwill, acceptance of communication partners, compliance with all laws of morality. They can be conditionally attributed to the norms of the strategic level - relations with the world as a whole and specific person in particular.

Communication norms- norms that accompany the entire situation of communication in all its phases. These are the norms associated with ensuring the process of communication and its regulation in order to achieve the goals of communication. These are norms that combine strategic and tactical elements, since the choice of a communication situation, partners, subjects of speech can be attributed to the field of strategy, and the specific implementation of a speech plan and regulation of communication can be attributed to tactics.

Speech norms- these are means of implementing both ethical and communicative norms through the purposeful use of language tools.

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– complex system principles governing the speech behavior of both parties during communicative act and based on a number of postulates of correct speech behavior .

The postulates of communication are the patterns of communication that all speakers unconsciously follow, regardless of the language of communication. Usually, the principles of communication by G.P. Grice and J.N. Lich. G.P. Grice belongs principle of cooperation : "Achieve mutual understanding with the interlocutor." This principle is specified in the postulates:

1) the postulate of informativeness (“Your statement should contain no more and no less information than required”);

2) the postulate of clarity (“Avoid incomprehensible expressions, ambiguity, verbosity, be organized”);

3) the postulate of coherence (“Do not deviate from the topic”);

4) the postulate of truth or sincerity (“Do not say what you consider false, and what you do not have sufficient grounds for”).

J.N. Leach described courtesy principle , which is a set of a number of maxims (rules):

1) the maxim of tact (“Respect the interests of the other, do not violate the boundaries of his personal sphere”);

2) the maxim of generosity (“Do not bother others with promises, etc.”);

3) maxim of approval (“Do not judge others”);

4) the maxim of modesty (“Do not accept praise in your address”);

5) maxim of consent ("Avoid objections, conflicts");

6) maxim of sympathy ("Express benevolence").

Violation of the postulates of communication often leads to communicative failure. Deliberate violation of the postulates of communication serves as one of the means of creating the comic; anecdotes and speech games are often built on these violations.

These principles are manifested mainly in the process of creating speech. You can also highlight the rules that are effective in its perception ( hearing rules):

clarification, clarification (raising questions: “Do you want to say that ...?”),

paraphrasing (retelling what you heard in your own words),

summarizing, a brief summary of the content of the partner’s speech (“So, do you think ...”)

pronunciation of the interlocutor's feelings in relation to what was said (perceived non-verbally or understood from the subtext): “So you are surprised that ...?”;

The use of replicas - indicators of attention (yes, aha, etc.);

Non-verbal accompaniment of hearing (look directed at the interlocutor, nodding the head).

Thus, to conditions for successful communication can include the following:

1. The need for communication, communicative interest.

2. Attunement to the world of the interlocutor.

3. The ability of the listener to penetrate the communicative intent (intention) of the speaker.

4. Correspondence of strategies and tactics of speech behavior of interlocutors, which are based on a certain level of human relations and social interaction.

5. Accounting for external circumstances: presence of outsiders, communication channel (telephone conversation, pager message, note, letter, face-to-face conversation), mood, emotional mood, physiological state.

6. The ability of the speaker to vary the way the linguistic representation of one or another real event(the speaker by language means always conveys his attitude to the subject of speech, as well as to the addressee).

7. Knowledge by the speaker of the norms of etiquette speech communication.

Questionnaire

1. How do you understand the main functions of culture? Give examples of situations in which they would manifest themselves.

2. Present the types of communication in the form of a diagram or table, indicate the reasons for their selection.

3. What units of communication are distinguished in speech science? What hierarchy are they in? Present their ratio in the form of a diagram, table, reference summary.

4. Is it possible to manifest all levels of communication in one communicative situation? Justify your answer.

5. What could be the reasons for communication failures and what are the rules for effective communication?

Reader

1. Read the snippets study guide IN AND. Maximov "Russian language and culture of speech" and answer the following questions.

1. How is the interaction between the participants of the speech act carried out (according to the scheme

R. Jacobson)?

2. What changes can be made to the scheme, taking into account the inclusion of a component in it feedback?

4. How is the structure of the conversation formed and how active is the participation of communicants in it?