Send your good work in the knowledge base is simple. Use the form below

Students, graduate students, young scientists who use the knowledge base in their studies and work will be very grateful to you.

Posted on http://www.allbest.ru/

MINISTRY OF EDUCATION AND SCIENCE OF THE RUSSIAN FEDERATION

Federal State Budgetary Educational

Institution of higher professional education

RYBINSKY STATE AVIATION TECHNICAL UNIVERSITY NAMED AFTER P.A. SOLOVYOVA

Faculty of Distance Learning

Department of Sociology

CONTROLWORK

by discipline

Culturespeechesandbusinesscommunication

Socialroleandspeechbehaviorbusinesspartners. TraditionsparliamentaryeloquencevOf Russia

ZEP-12 group student

Razumova M.P.

Teacher: Gorshkova Yu.B.

Rybinsk, 2014

Content

• 1.
• Social roles and speech behavior of business partners
• Speech etiquette
• Business meeting
• conclusions
• Bibliography

Business communication is, first of all, the official role of a person performing his official duties.

The correctness of the speech behavior of a business person depends on his compliance with the rules speech etiquette... Etiquette is a set of rules of behavior concerning the external manifestation of attitudes towards people (dealing with others, forms of treatment and greetings, behavior in public places, manners and clothes) and includes an indication of the rules of speech behavior.

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

Many people are interested in this problem. There are now a wide variety of sources that discuss communication in the business world. These are books, all kinds of professional magazines. 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" are the social 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 his partner at the moment of communication - depending on the situation (patient-doctor, seller-buyer, etc. "variable" roles).

At 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 idea of ​​their capabilities, an understanding of what is expected of him in a given situation.

free possession of the necessary information,

orientational activity of speech activity (clarity of communicative intention and ideas about the ways of activity).

Let's expand each of these provisions.

The well-known thesis that "human qualities are no less important than business ones" hardly needs clarification. A business person is a person who respects himself and his business, 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 his individual qualities, abilities, and on his communication experience.

"Same social role 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 mastered, value orientations, etc., are reflected. " 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 orientational activity of the communicant is, first of all, the ability to correlate his actions with the situation. For 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, and their possible reaction. In the process of communication, the correction of speech behavior is natural and inevitable. It is carried out on an approximate basis of speech action. It is the ability to orientate 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 attitudes towards 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).

Attitude towards the interlocutor. communication rules

The social role in a particular situation is determined in relation to the partner. All verbal behavior of the communicant is based on a certain reaction of the partner.

It is important to anticipate:

the interlocutor's attitude to himself (as a person, as a representative of a certain group),

attitude to the information that will become the subject of a business assessment or discussion,

the effect that negotiations can have on the interlocutor.

You should try to "build a model" of the personality traits of the interlocutor, his characteristics, which are important for communication. Try to understand it, see the problem with his points of view. Then it will be possible to formulate the purpose of communication together and this will ensure its dialogicity, a sense of partnership " on equal" . This will ensure the stability and success of communication. In the relationship of partners, a harmonizing principle should prevail. Interaction presupposes both cooperation and rivalry - their intelligent combination is important.

Successful fulfillment of a social role is ensured not only by speech means. Non-verbal communication is equally important.

A look, a surprised movement of the eyebrows can say a lot about the consent or disagreement of the interlocutor. Attention to facial expressions and gestures of a business partner will help to take into account his emotional reaction in at least three main parameters: attention / repulsion, calmness / tension, pleasant / unpleasant. And accordingly, correct your own speech behavior: soften something or, conversely, increase the impact, soften the tension with a joke.

Contact of views actively helps to communicate. Smiling will make communication more open, sincere. A tilt towards the interlocutor, an affirmative nod of the head will emphasize attention to his words.

At official communication it is better for partners to sit face to face, the posture should be comfortable, but emphasizing the composure and mobility of the interlocutors.

Another non-verbal means - the sound of the voice, the intonation of speech by the speakers - also affects the creation of an atmosphere of communication, on the mutual understanding of partners. Confident sounding of the voice emphasizes the reliability of the information, by strengthening the voice, you can emphasize some main points, etc.

Summarizing all that has been said, let's try to define the postulates (basic rules) of business communication.

1 . Postulatepersonalqualitiesbusinesshuman

awareness and competence - fluency in the subject of speech;

self-confidence, in their knowledge, in the ability to establish the necessary contact with the audience;

objectivity in assessing information and ways of communicating it;

indifference - interest and enthusiasm for the subject of speech;

friendliness and sincerity.

2 . Postulaterelationship To partner

orientation towards interaction, cooperation, not rivalry;

the desire to see the problem from the point of view of the partner, to involve him in contemplation;

respectful attitude towards the partner, genuine interest in his judgments, evidence:

the ability to listen to the interlocutor.

3 . Postulaterelevance

Relevance ( English. - relevant, referring To business) - semantic correspondence between the information request and the received message.

The postulate of the relevance of oral speech:

speak on the merits of the matter;

say what is important in a given situation;

correlate the selection and presentation of information with the request and expectations of the partner.

When creating written business texts, this postulate should be considered as the main one.

4 . Postulateinformativeness

Postulate quantity information:

speak in moderation: as much as is necessary to achieve the goal of communication.

Postulate quality information:

present verified information - tell the truth;

do not say what you do not have sufficient reason for;

build evidence consistently and reasonably.

5 . Postulatelanguagenormativitybusinessspeeches

speak clearly and concisely;

speak in such a way that you cannot be misunderstood, interpreted ambiguously;

use speech clichés in accordance with formal business style regulations.

The above postulates apply to the same extent, and even more, to written speech.

Speech etiquette

The correctness of the speech behavior of a business person, which largely determines the effectiveness of communication, depends primarily on the observance of the rules of speech etiquette.

The accepted definition of the concept of "Etiquette" - "a set of rules of behavior concerning the external manifestation of attitudes towards people (dealing with others, forms of treatment and greetings, behavior in public places, manners and clothing) 3 includes an indication of the rules of speech behavior.

There are stable speech formulas for communication, correlated with a specific, often repeated situation: formulas for greeting, apologizing, making a request, etc.

Speech etiquette is "the regulating rules of speech behavior, a system of nationally-specific, stereotyped, stable communication formulas, adopted and prescribed by society to establish contact with interlocutors, maintain and interrupt contact in a chosen tone." 4

In establishing contacts between business partners, knowledge of these rules, practical knowledge of verbal forms of courtesy, politeness takes on special significance, since the success of any negotiations is predetermined, on the one hand, by their information richness and accuracy of posing questions, and, on the other hand, by the partners' ability to create a non-conflict, friendly atmosphere of cooperation. ...

For business communication, first of all, the regulating function of speech etiquette is important: the choice of the address formula and the appropriate tone of the contact regulates the nature of the interlocutors' relations. It is speech etiquette that regulates relations in linguistic forms: the boss - the subordinate, the head of the meeting - the ordinary participants, etc. The selected speech means of addressing a partner (ending a contact or attracting attention, etc.) should cause the desired reaction.

Stable communication formulas are terminologically designated as units of speech etiquette. They are quite easily grouped thematically, the lexical content of each group is proposed in a number of works (Akishina A.A., Formanovskaya N.I.).

Let us name some of them and present the speech formulas most typical for official business communication.

Acquaintance

In an official setting, this is the beginning of an acquaintance:

Let me (let) get to know you!

Let me introduce myself!

The speaker, as it were, asks for prior permission to make contact, to name himself. Such speech formulas not only reflect the desire to get to know each other, but exclude categoricalness, leave the partner the right to agree / disagree (very conditional: the speaker does not wait for an answer). In the second formula, the shade of formality is more pronounced. Further, the speaker calls his last name, first name, patronymic (it is better in this sequence and in the nominative case):

Ivanov Boris Fedorovich.

It is possible to use the verb "name" - and then it is better to dismember the sentence:

My name is Irina Sergeevna (genitive case is possible - Irina Sergeevna), my surname is Ivanova (eminent, p.).

Further, the name of the profession, position, place of work: teacher of mathematics, head teacher of gymnasium number 2.

If the acquaintance precedes business contacts in which the speaker is authorized to represent a particular organization, the addition follows:

I represent the Salut company.

I am authorized to negotiate on behalf of.

Typically, a business acquaintance involves the exchange of business cards:

Let me hand you my business card.

My "coordinates" are on my business card.

In situations of business communication, future partners are often represented by an intermediary.

Please get acquainted.

Let me introduce you. - the name, surname, patronymic of each of the acquaintances is called (in the nominative case).

Option: those who are introduced to each other give each other their surname, name, patronymic one by one.

In the case of presenting one person to a group of persons:

Let me introduce you a new employee.

Let me introduce you. As a rule, the mediator determines the role of each of the acquaintances in the upcoming communication (one-time or longer, constant):

Meet, please., A representative of the company "Salut", a member of the board of the joint-stock company.

In the response, it is important to emphasize satisfaction with the acquaintance that took place:

Very nice!

I am glad!

I am very glad to meet you (perhaps adding the name and patronymic of a new acquaintance).

The replica can be extended:

I am very pleased that we met. etc.

Greetingsandparting

The peculiarity of the use of these speech formulas lies in their combination with non-verbal means (gesture, smile, etc.), expressing attention, benevolence, and readiness for contact. Business communication is characterized by stylistically neutral greetings ( Hello, kind day) and the stereotype of goodbye ( before dates). It is possible to use stylistically enhanced formulas:

Greetings!

Let me say goodbye.

When addressing an audience, even a small one:

Ladies and Gentlemen! Let me (let me) greet you!

In interpersonal communication, etiquette features may present some difficulty. non-verbal communication and the use of remarks that clarify and complement the formulas of greeting or farewell with questions that should emphasize the speaker's interest in the interlocutor.

So, the first one should say the greeting:

the person who entered the room (in relation to those present);

younger in age (in relation to the elder);

a man (in relation to a woman);

subordinate (in relation to the boss).

A handshake, as an additional non-verbal form of greeting and goodbye, is used depending on the degree of acquaintance of the interlocutors and on the communication situation.

Prescription etiquette: Man not maybe the first submit hand a woman. Take advantage of whether this form greetings - decides female.

When people who are quite familiar with each other, when they meet, after greeting, they usually ask questions about business, about health, about the interlocutor's family. How many questions are appropriate to ask? How detailed can the answers be? Let us recall one of the postulates of communication - the postulate of the amount of information: as much information is communicated as is needed for a given purpose of communication. In this case, the goal is to greet and express general signs of attention ("I care about your well-being, etc.").

Therefore, questions about well-being and business are essentially a tribute to etiquette and it is better to give short and neutral answers:

How are you?

Can't complain. (ok., seems to be nothing, etc.) - And in turn ask the interlocutor one or two similar questions.

Congratulation,gratitude

The meaning of the words " Congratulations" , " thank you" fixed by the stable form of the use of the verb and is defined as follows: it is a simultaneous act of both speech and action. In this case, you can, for example, shake the interlocutor's hand, but this will already be an additional shade of action. The main meaning of the action is expressed in the word:

thank you ( I - you - here - now).

In business communication, both a neutral form of speech units and a stylistically enhanced one (especially in written speech) are used: accept my gratitude, let me to express gratitude. The option is chosen that is most pleasant, preferable for the interlocutor.

So, the expressiveness of neutral speech units can be enhanced by expanding the etiquette formula:

Thank you from the bottom of my heart;

Congratulations. - but this option is only possible in the appropriate holiday situation.

But stylistically heightened formulas are characteristic precisely for the official setting of communication:

Let me congratulate (convey congratulations on behalf of.);

Let me thank (express my gratitude);

Please accept our thanks (our congratulations)

I can't help but thank for.

The same can be said about the reciprocal gratitude formulas:

I appreciate (flax) for your attention. ( per congratulation; . per then, what. )

Please accept my gratitude ( per what?) . Option to enhance the expressiveness of speech units:

I am very, (deeply, extremely) grateful (grateful) to you.

I don’t have enough words to thank you. Expression of gratitude, enhanced by a compliment:

Thanks. You are very attentive.

Thank you. You are so kind.

However, in situations of everyday business communication, congratulations are quite rare and stylistically neutral:

Can you congratulate you on completing your work?

Congratulations: our project has been accepted.

Business etiquette implies gratitude (restrainedly correct, not emotional) in response to a positive assessment of your activities:

Thanks to. I am very pleased (I am glad) to hear such a response about my work; hear such words ( O how?)

The most common form of gratitude is the usual and most traditional "thank you" etiquette in Russian, used in a variety of situations:

Thank you for the attention.

The use of the latter formula relates, first of all, to the situation of the official granting of the communication participant the word or the right to ask a question to the speaker or the person holding the press conference.

After finishing his speech, the speaker thanks the audience for the attention:

Thank you (thank you) for your attention. When asking a question, the speaker thanks in advance for the answer, since the floor is given to him only once (he cannot thank the respondent after the answer):

Apology

The severity of the offense for which an apology should be made varies greatly. In business communication, this can be being late for a pre-arranged meeting, untimely fulfillment of a promise, or simply ill-considered words that caused trouble to another person. The reasons can also be different: both objective (illness, disruptions in the work of transport, etc.), and subjective (I just forgot). Of course, you need to be punctual, but. it is almost impossible to avoid such situations - which means that you need to immediately try to smooth out the awkwardness, to prevent the emergence of a conflict. An apology should be made in the form that is most appropriate in this case. And if in personal relationships some doubts or delays are still possible, then a timely correct apology in the field business relationship- an axiom.

The linguistic means of expressing speech etiquette depend both on the degree of the offense and on the degree of formality of the situation. For example, the most common formula for an apology for a minor misconduct is:

Sorry (sorry please) ( per what?) for being late, for worrying.

I beg your pardon (I apologize) - the formula is more accepted for addressing a group of people.

The shade of strengthening the formality is contained in speech formulas:

I offer my (my deep) apologies.

I must apologize to you (apologize).

I cannot but apologize to you.

Let me apologize to you.

Allow me to apologize for.

Finally, the most serious misconduct (failure to comply with this word, especially a violation of an obligation) requires an extended form of apology (possibly a written one) specifying the reasons for which the promise was not fulfilled:

Allow me to apologize for ( what?) .

I earnestly ask you to excuse me: I could not fulfill my promise, because I had to urgently go on a business trip.

When indicating the reason, the following prepositions, conjunctions, union words are used: So how; because what, due to Togo, what and dr.

In written speech, phrases are used that are characteristic only of the official business style, which have an investigative significance:

I could not do this due to the fact that. ( v connections with those what) the meeting was unexpectedly postponed.

Naturally, an apology should not be postponed, or even better - to prevent situations in which something unforeseen for a partner may happen (to exclude a reason for a subsequent apology, having done this in advance). For example, if you are late for a meeting or think you might be late, call the person with whom the meeting is scheduled:

I beg your pardon: I cannot be with you at 12 o'clock. If it is possible (if it is convenient for you), will we postpone the meeting time half an hour later?

It is possible. So let's meet v 12.30. Thank you for your call.

It is customary to respond to an apology warning.

In most situations of minor misconduct, an answer to an apology is simply not required in face-to-face communication: a nod of the head or an approving glance will tell the other person that you do not doubt that what happened was unintentional and that his apology was accepted. Most frequently used answers:

Please.

Not worth an apology.

The reaction to an apology over the phone (especially to a written apology) should be sounded, since the partner is waiting for this, but here the answer should be correct and laconic:

I accept your apology.

The speech units of these thematic groups denote an urge to action and require responses (first of all - agreement / disagreement).

The distinction should immediately be stipulated: an order and a request.

An order is an official order of the one who is vested with authority. The speech execution of the order is accepted only in the field of business communication, but here, too, a reservation should be made: this fully applies to written business orders. In oral speech, in everyday business communication and language means and the intonation of the order should be excluded: the negative nature of the impact of such an appeal to subordinates is obvious. An official order can reasonably be called a request that must be complied with. This is accordingly reflected in speech forms:

I ask you to write a response to this letter.

Please prepare a report. etc.

Common concept " request" - it is "an appeal to someone, calling to satisfy any needs, desires" (explanatory dictionary) and prompting action.

The main form of expression of a request (as well as advice) is the imperative mood of the verb ( write about this; put question etc.). " Actualizerscourtesy" (please, be kind) used in business speech much less often than in everyday-colloquial ( " Be kind remake this is" - in the mouth of a superior may sound ironic). In an appeal to a colleague of equal age, official position the use of such constructions is natural:

Be so kind as to pass it on to me.

Please, call.

Please, invite me to the phone.

A fairly stable form of an official request - a combination of the verb "ask" with an infinitive - is used primarily in situations of collective communication:

I ask those who wish to speak.

Please give me the floor.

Please be quiet.

In these cases, the use of the noun "request" + infinitive is also possible:

Please follow the rules.

Please do not delay the submission of reports.

The shade of not categorical, desirability is given to the request by the use of verbs in the subjunctive mood:

I would like you to write (past tense verb) about.

It would be nice if you did.

Such an expression of a request, as it were, means that the speaker assumes possible objections and is ready to listen to them (such situations are also common, and a good leader must take this into account).

The non-categorical nature of the request is emphasized by the "expander" formulas that stipulate the conventionality of the proposed action:

Come back tomorrow if it is convenient for you (if it suits you).

If you do not mind, I will ask you.

Let me ask you.

Etiquette forms of non-categorical requests and advice are relatively close in meaning and speech means. The difference is that when making a request, the result of a speech action is directed in favor of the speaker asking:

I ask you to do it. ( I AM v this interested); and with advice, the result is directed in favor of the interlocutor:

I advise you to. try to do this ( this is v Your interests).

It is worth turning to the interlocutor with advice when he expects advice, needs it. The advice should sound tactful, unobtrusive and convincing, the reasoning is important: why should you do this and not otherwise.

No less tact is required and the answer: the expression of agreement (disagreement - even more so), gratitude for the advice.

Here, verbs in the form of the conditional mood prevail in speech constructions, conveying the urge in a soft, underlined uncategorized form:

Why don't you go.

It is especially recommended to use such formulas of speech etiquette, which bring to the advice (or request - here the border between them is essentially erased) the shade of discussion with the interlocutor:

· How do you feel about that.

· Would you mind that.

Would you like to take part ( v how?) . ?

· Could you answer this question?

Business meeting

In the collective business communication of two or more contracting parties, additional "difficulties arise in the search and adoption of mutually acceptable solutions to the problem under discussion.

Almost any of the situations of such negotiations are fraught with conflicts that threaten to destabilize the situation. Whether we are talking about a business partnership (share of contribution and share of profit, distribution of functions, etc.), about the terms of delivery (degree of benefit for the customer and supplier) - in these and other situations, different interests of the parties will surely collide.

Preparation and conduct of negotiations. Speech behavior of participants

Negotiators representing one side or the other must clearly understand how overall strategy verbal behavior of the group, and its role in substantiating the accepted point of view, position. Possession of the necessary information - required condition negotiation, but no less important is the ability to negotiate. The skill is practiced, some proven recommendations should be familiarized with in advance.

It can be conditionally distinguished threemajorstagenegotiations:

preparation stage (analysis of available information, planning and forecasting the possible course of negotiations),

stage of active presentation and defense of their positions,

stage of making a mutually acceptable decision. Let's consider each of them.

Stagepreparation. Analysis of the available information means:

a) preparation and ranking of the necessary facts and figures, the reference to which may be required during negotiations (or may not be required - all the same, such material should be at hand);

b) comprehending the information available to you about your negotiating partners. This will make it possible to timely take into account the interests of the opposite side, foresee a possible reaction to this or that proposal, and create an atmosphere of benevolent interaction.

Planning and forecasting the course of negotiations is a preliminary decision (in one form or another agreed with all members of the group) of the following issues:

What is your main position? What is the essence of business proposals? What is the expected result?

What specific benefit should your firm expect from the proposed solution? Which one is for a partner?

What to do if the other side is not ready to resolve the conflict?

Which of the offers can you part with? What is of particular value to the other side? To what extent and form is a compromise possible?

What alternatives might a partner have? What difficulties are they experiencing at the moment (can they not be used for "hidden pressure")?

What are the consequences of their agreement to your solution? How to justify the profitability of your option and mitigate the negative consequences?

Thus, the "postulate of relationship to a partner" is again brought to the fore: to be able to take the partner's point of view, to plan negotiations in such a way as to facilitate steps towards agreement.

Stageholdingnegotiations - stage of action. Here, the evidence, the weight of the arguments, and the general psychological atmosphere of the negotiations are also important. What provides the most favorable emotional atmosphere?

First of all - the position "on an equal footing". Respect for the opposing partner only emphasizes self-esteem. The ability to defend one's position presupposes not only clarity of argumentation, self-control and endurance, knowledge of ways of influencing the opponent are no less important. It is necessary to emphasize the mutual significance of the problem, to interpret the enemy's arguments objectively, in a direction favorable to him.

A situation is possible in which you feel that the enemy is stronger than you. And here you can use fairly proven recommendations. Let us refer to the "Seven Rules of Fighting with an Enemy Stronger than You", formulated by V.I. Andreev.

" The rule first . Overcoming psychological barriers.

Try to overcome psychological barriers that interfere with communication, constraining speech behavior. It:

underestimated self-esteem of one's capabilities,

intolerance of dissent,

emotional incontinence,

lack of an initial setting for a reasonable compromise, etc.

The rule second . Look for objective criteria for solving a problem, resolving a conflict.

The rule third . Separate the problem from the interests of the people who are trying to solve it.

When solving a problem, do not attack the negotiating people themselves, their interests, motives of behavior, etc.

The rule fourth . Justifying the criteria put forward by you, show their objectivity and significance, both for you and for the opposite side.

The rule the fifth . Consider what you will do if negotiations fail.

This technique, with good reason, could be formulated as follows: achieve the best while thinking about the worst.

The rule sixth . Focus on the limit!

When negotiating with a partner who is clearly stronger than you, it is very important to know and remember to what extent you can retreat.

The rule seventh . Look for an alternative! "

The advice on finding and choosing an alternative deserves special attention. Possible solution alternatives may be determined already at the stage of preparation for negotiations. You had the opportunity to weigh the pros and cons of each option, but a lot can change during negotiations. An alternative is also provided in case the partners do not come to an agreement. But every effort should be made to ensure that agreement is reached.

It is important here how the partners will behave in a conflict situation, what psychological techniques and speech means will be used to prevent and mitigate conflict.

Signalsconflict quite perceptible: a feeling of discomfort, increasing tension, the unintentional emergence of negative attitudes. Avoiding conflict is not a way out. With one of the rules formulated by Dale Carnegie - " the only one way gain top v dispute - this is shy away from him" - one can hardly agree. The polemic can be quite active, but correct. A compromise is acceptable, but after careful analysis of the options. Impulsive behavior, as a reaction to the emergence of a conflict situation, is not acceptable for a business person. Weigh everything, think everything over - and turn the conflict into a new opportunity for an original solution.

For this it is necessary, firstly, to recognize the true state of affairs. Don't tell yourself: " it not So.", " They not must.". Do not reject what is proposed, but ask yourself: " What v this maybe to be positive, mutually acceptable?"

Second, make the most of all means of conducting a speech discussion (see below).

And finally laststagenegotiations - conclusionagreements. In negotiations of this type, special attention is paid to the keeping of the protocol. As a rule, the minutes are kept by representatives of both parties. Perhaps the negotiations will require several meetings, they will be held for more than one day. Careful notes will record the progress of the negotiations, help restore the logic of the discussion of the problem, the main arguments of both parties - which will become the basis for summarizing the materials and formulating a solution. Agreement ( act) - a legal document confirming the results of the negotiations. Each party receives a copy of the agreement certified by the negotiating leaders.

Conducting business telephone conversations

Never start a conversation with the question "Who is speaking?"

This is unethical. Do not forget to say hello and only then state the essence of the matter.

If you did not find the right person and ask to send him any message, be sure to name yourself.

If the 5-6th signal is not answered, hang up.

If you made a wrong number, apologize and specify the number.

If during a conversation the phone is disconnected, the caller calls back.

Be concise, calm, and polite on the phone.

Considering the possibility of an incorrect connection, before giving directions and orders, check if you got there.

Do not shout into the phone - this does not improve audibility, it is better to speak slowly, to pronounce the words more clearly.

Never interrupt the interlocutor: let the thought finish, often said at the end helps to understand what you did not understand at the beginning. In a telephone conversation, both rude and condescending tone are equally unacceptable.

When making an appointment, do not try to resolve all issues over the phone for which a meeting is scheduled.

By dragging out the conversation, you are depriving others of the ability to connect with you.

If you get a call at work, picking up the phone, introduce yourself.

If you have been asked to call someone on the phone, you should not ask "Who is asking?"

The secretary, before connecting someone with the management, must definitely clarify who is speaking, from where and on what issue.

Do not pick up the handset but put it down immediately. You will be called back. Better to say: "There is a meeting, call back in 15 minutes."

If you have agreed to call your partner, then the promise must be fulfilled. Etiquette does not allow "hanging calls" They leave an incomprehensible residue and can affect your reputation.

Do not call your friends at work on a personal matter unless absolutely necessary.

If you don't call for a business reason, ask if they can give you a few minutes.

If they call you at home, picking up the phone, say: "I'm listening" or "Hello", without giving your name.

To the question: "What number is this?" ask: "Which one do you need?" Depending on what they answer, indicate this number or not. If the number is dialed incorrectly, hang up the handset without entering the conversation. If the number is correct, ask the person on the other end of the line to identify himself.

If the call was clearly threatening or similar calls start to repeat, inform the police about it. Variant of answer: "Your voice is recorded. What number are you dialing?" Usually after that they no longer bother.

If you have an answering machine, try to compose the message in such a way that it is clear only that you cannot pick up the phone right now. Do not say that you are not at home at the moment. Don't give your name and phone number.

It is always advisable to identify yourself if you have to call a married woman's or a married man's apartment, especially if your subscriber's spouse picks up the phone.

Do not burden your friends or acquaintances with complaints about feeling unwell, stories about grief or troubles that befell you.

Even if you are offended or very angry with someone, do not raise your voice. Be correct during the conversation.

Do not call in the morning before 9 o'clock or in the evening after 22, if there was no prior arrangement.

Try not to disturb people on weekends unless absolutely necessary.

If you are going to visit your acquaintances, notify them in advance by phone call. So it is accepted.

The initiator always ends the telephone conversation.

Do not use telephone services if you want to:

express condolences.

thank for a gift or kind service.

to wish happy birthday to an elderly person.

parliamentary eloquence speech etiquette

conclusions

We have considered the problem of ethics of speech communication in business. From all the information, we can conclude that only the correct speech behavior will help a business person to win over employees and partners. This can lead to the signing of a profitable contract, agreement. And, in general, a person who knows the rules of etiquette will be able to get out of an awkward situation in the best way, make new acquaintances, business relationships.

2. Traditions of parliamentary eloquence in Russia

PARLIAMENTARY eloquence is a kind of socio-political kind of oratory, in which there are many "secrets" of public conviction of the audience, in particular the originality of thoughts, thorough observations, vivid descriptions, humorous scenes, sincere feelings, etc. These classical postulates may not be fulfilled, and the value and effectiveness of parliamentary eloquence may be devalued from the populist manipulative position of a parliamentarian, which took place in the parliamentary activities of a number of representatives of the states of the former USSR, as well as the CIS.

Parliamentary speech is an essential component political communication modern society. Since parliament in the most general sense is understood as "the highest elected legislative body that represents the main social and politically active groups of the population," the presence of a really functioning parliament is one of the main requirements for a modern a democratic state... Parliament is called upon to carry out a political dialogue, firstly, between the state and society through the system of people's representatives, and secondly, between various strata of society (political, property, class, etc.) through the deputies representing the interests of these strata. Thus, it can be assumed that the degree of development of parliamentary communication (more specifically, the rhetoric of a parliamentary monologue, rules and norms for conducting discussions in parliament, ways to find a compromise solution to problems) is directly related to the level of development of political dialogue in society.

By political communication, we mean "speech activity aimed at promoting certain ideas, emotional impact on citizens of the country and encouraging them to take political action, to develop public consent, make and substantiate socio-political decisions in conditions of multiple points of view in society." Since since 1906 the State Duma has been a political institution in which the most important decisions for the country and society were discussed and made publicly, it is advisable to study public parliamentary communication, leaving out of brackets the apparatus-bureaucratic communication, which, of course, had a certain influence on public adoption political decisions in the Duma. In the process of analyzing speech activity in parliament, we adhere to a narrow approach to political communication, according to which political discourse forms "the totality of all speech acts used in political discussions, as well as the rules of public policy, consecrated by tradition and tested by experience."

With this approach, only those speech formations that were produced in the framework of professional relations between politicians, namely in situations of official public political communication, are included in the field of political discourse. We also proceed from the assumption that political discourse is institutional. Institutional discourse is a discourse that presupposes the existence of specific institutions for its production and distribution. At the same time, institutions are most often understood as "not only the most typical structures such as the army or the Church, but also any organism that imposes restrictions on the action of the utterance function; this can be the status of the subject of the utterance and the status of the addressee, these can be types of content of that what can and should be said, as well as the circumstances of the act of utterance, legal for a particular position. " The various kinds of restrictions imposed by institutions on communication are expressed in typical chronotopes, symbolic actions, stencil genres and speech cliches. The leading role in the institutional discourse of stencils and masks is the fundamental difference between institutional and personal discourse.

Modern public political activity cannot be carried out without relying on previously developed traditions, rules, and the framework of political speech. It is difficult to adequately assess the speech behavior of modern Russian politicians without correlating it with the tradition of public political speech communication that has developed in Russia. Without such a comparison, one or another public speech action of a politician cannot be interpreted as innovative or continuing the tradition, having a destructive or constructive orientation, seeking to influence the addressee within acceptable limits or manipulate the addressee's consciousness and will, which is generally acceptable or unacceptable in the traditions of Russian political speech ... The need to take into account the traditions of political speech requires a more serious and extensive historical and philological base than that which exists today in political linguistics.

It seems that studies aimed at the history of Russian political communication will help to understand the features of modern Russian political discourse. These studies should be carried out primarily in the mainstream of political linguistics and political rhetoric - two relevant and interrelated disciplines.

One cannot but agree with the opinion of V.I. Annushkin, who remarked that, "unfortunately, the history of Russian political eloquence has not yet been written." This statement is perhaps most applicable to the study of Russian parliamentary speech: if the public speeches of individual prominent political speakers of the early 20th century, Soviet era, the turn of the XX-XXI centuries. have recently become the object of close attention of scientists, then only a few works are devoted to modern parliamentary speech in the aspect of its continuity in relation to the established traditions of domestic parliamentary eloquence.

The Duma discussion of 1906 marked the birth of a new branch of secular eloquence for Russia - parliamentary rhetoric. Moreover, many experts in the field of rhetoric history associate with the First State Duma the emergence or intensive development in Russia of not only parliamentary eloquence, but also oral public political speech in general. Until 1906 in Russia there was no system of institutions of democratic popular representation, therefore, the principles and mechanisms of public discussion within the framework of political institutions were not developed.

In 1906, for the first time in the history of Russia, a political institution was formed, in which equal opportunities to express their positions were given both to the nobles, whose culture of speech was brought up by the best works of Russian literature, and to workers, whose speech was honed in industrial communication, partly at meetings, and representatives the clergy with their knowledge and skills in the field of spiritual rhetoric, and the peasants, who, it would seem, in the art of eloquence should have been inferior to the rest of the deputies.

One of the main features of the Duma communication of the early twentieth century. - the presence of class discourse formations, their interpenetration and mutual enrichment. Parliament as an instrument of ideological, political, social compromise implies the presence of groups with diverging points of view on the way to solving the most pressing problems for society at the moment. As a rule, each of these groups develops its own "style" of participation in the official parliamentary debate, which seems to the agents of this group to be the most acceptable and effective for deploying the discourse in the desired direction. Thus, the political and social struggle in parliament determines the struggle of speech means used by the deputies. Discourse formations determine not only what can and should be said, but also how it can and should be said from a certain position in given circumstances, taking into account the existing experience of communication in such circumstances.

In a modern parliament, discourse formations are most often distinguished on the basis of ideological and political oppositions. Members of the "right" and "left" parties tend to express their differences in language as well: when preparing for a public speech or even in the process of spontaneous speech, certain vocabulary, phraseology, stylistics, and the structure of the entire speech as a whole are selected.

The emotionality of the Duma speeches at the beginning of the twentieth century. related to one interesting detail. From the very first meeting of the first Russian parliament, the deputies showed a desire not so much to discuss specific laws as to formulate a political agenda. For the Duma, it was not political discourse as such that was relevant, but discourse about discourse. Apparently, this was due to several reasons. Firstly, the Duma had not legislative, but legislative status, and parliamentarians were limited in their legal initiative. Secondly, it was important for the deputies to correctly formulate the problem, to highlight the accents, to agree on the terms, especially since before the convocation of parliament, it was impossible for multidirectional political forces to do this publicly and looking into each other's eyes. Therefore, entire sessions were devoted to emotional, controversial sharpening of wording.

At the first meeting State Duma the issue of including in the response address to the Throne Speech a demand for amnesty for political prisoners was considered. The discussion was opened by F.M. Rodichev, for whom amnesty is "the desire and prayer of the people," and there is still an opportunity to express this prayer of the people precisely in the form of a wish.

In addition, amnesty is also a forgiveness that can be bestowed with a generous hand, an "act of the highest political wisdom." Amnesty, forgiveness is the best punishment for political criminals who were led by "... not base self-interest, but hobby." This speech is based on the following speech, in which amnesty is understood not as forgiveness, but as an act of justice. Anikin: You have heard a brilliant speech here. You have heard the call for mercy, I will not speak like that, I will not speak about mercy, I will speak about justice. Here they talked about the need to forgive the lost, and I will say - you need to free the innocent. Maybe there are the lost ... but there are more innocents. Consequently, the need for amnesty should be expressed not in the form of a wish, but in the form of a demand. The next talk is related to both of the previous talks. Aladin: Gentlemen, people's representatives! I will not tell you about forgiveness or justice. I am not addressing you, I know that there is not one among you who would dare to think that we should not give the so-called amnesty. For Aladin, amnesty is not forgiveness and not justice, but "the last case, the last opportunity to understand us<крестьянство и весь народ>and reconcile. "

...

Similar documents

Appointment of speech etiquette. Factors determining the formation of speech etiquette and its use. Business etiquette, the meaning of the rules of speech etiquette, their observance. Features of national etiquette, its speech formulas, rules of speech behavior.

abstract, added 11/09/2010


Basic principles of speech etiquette in the business sphere. Features of business communication as a special form of communication. Means of expressing speech etiquette in the field of business communication on the example of the Russian-speaking and English-speaking press, their distinctive features.

thesis, added 09/07/2012


Forms of behavior regulation. Violation of mandatory norms at the organization level. Modern business traditions. Requirements and principles of business etiquette. National psychological characteristics of each nation. Features of national business etiquette.

test, added 12/21/2012


History of etiquette. Principles of Business Etiquette. Features of business communication as a special form of communication. Norms, methods, techniques for conducting business negotiations. Letter etiquette. Business culture. The main provisions of telephone conversations.

thesis, added 10/31/2010


The concept of etiquette - established order compliance with certain norms of behavior. The principles of business etiquette are the most important aspect of professional conduct. Features of verbal etiquette, speech culture and rules of negotiation. Telephone etiquette.

test, added 02/27/2011


Modern etiquette as component external culture of a person and society. Code of manners and rules of conduct, especially the etiquette of written business communication. Company letterhead: choice of paper and fonts. Business card, types business letters, Email.

abstract, added 05/11/2010


course work, added 08/03/2007


The subject and function of speech etiquette in business communication. Culture of behavior, system of addresses, speech etiquette. Ready-made language tools and principles of using etiquette formulas. Communication environment and etiquette formulas. The importance of speech etiquette.

presentation added on 05/26/2014


The essence of speech etiquette as a universal language of communication and its role in the organization of the cultural and speech space of the individual. The main etiquette genres and formulas for various communication situations. Speech content at various social levels.

presentation added on 02/10/2015


Analysis of the rules and components of etiquette: politeness, tact, sensitivity, modesty and correctness. Learning speech etiquette sales worker and the main stages of customer service. Descriptions of the selection of business attire and the culture of communication in the collective.

Role behavior is defined a particular 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: basic psychological attitudes of our "I" and the expectations of other people.

Possible Business Person Roles: subordinate, manager, colleague, negotiating partner, etc. Positive perception of reality in role behavior is the process of directing efforts to solve emerging problems. Positive thinking is a rejection of useless worries about contrived and not yet existing difficulties.

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

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 inflicted not by intent, but by thoughtlessness, by virtue of moral immaturity. People with this attitude know their worth and expect others to give them their due. They work and interact constructively.

2. "I am good - you are bad." This attitude is characteristic of those who are not capable of constructive self-affirmation. They shift the responsibility for their problems onto others and, in case of failure, try to find the culprit among colleagues or subordinates. At the same time, imaginary self-assertion is carried out at the expense of humiliating others, which is immoral and ineffective.

3. "I am bad - you are good." This attitude is typical for people with an inferiority complex who feel powerless compared to those around them.

4. "I am bad - you are bad." Such an attitude leads to self-degradation of the personality, causes a feeling of hopelessness and a loss of interest in any activity.

4. MAIN STAGES OF COLLECTIVE DEVELOPMENT.

In the first stage team development dominates formal structure: employees take a closer look at each other, communicate in accordance with official behavioral characteristics, true feelings are hidden, goals and methods of work are not discussed together, teamwork is practically absent.

Second stage team development is characterized by a reassessment of personal and business qualities leader, groups begin to form within the team, an opinion about colleagues is formed, a struggle for leadership is possible. Discussions of disagreements are more open, attempts are made to improve relationships within the team. At this stage, its informal structure is formed, the activities of 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 issues that arise are resolved in a businesslike, energetic and creative manner.

With a negative focus, 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 labor activity, indifference to collective efforts. The sphere of their interests is outside the collective: in social and political activities, family, personal issues.

Methods for measuring the degree of team cohesion:

1) the respondent is asked to assess the intensity of one of 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 select 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 (going up) the stairs?

1. A man should go up the stairs a step lower than the lady, as if insuring her against 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 pass through the door in front of him?

2. Not always. Accompanying a woman, a man should enter the elevator first, as if checking its reliability. The same goes for the entrance to the escalator.

3. A meeting with a senior executive is scheduled for 13.00. What time do you plan to show up at his reception?

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

First of all, you need to remember: the manager has the right to invite him to his place a few minutes earlier than the appointed time. Having freed 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 do 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 date.

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

4. Do not pick up a teaspoon that fell during a business conversation. Taking out a spoon from the floor, you seem to show that tea drinking is more important for you than conversation. Moreover, having lifted the spoon off 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 a sneezer is told "Bless you", during business contacts sneezes are "not noticed." The principle already known to us operates: “Do not focus on the circumstances that are disadvantageous for the partner”. Illness is also a losing cause.

6. A young girl got up from the seat, giving way to a woman of about 45: "Sit down, please." She takes offense: "I'm not that old to be inferior to me." Would you have acted differently if you were this girl?

6. In her own words, the girl focused on the losing circumstance for the woman - her age. At the same time, he emphasized his good breeding. Being polite should not show your advantage over others. Correct action: rise from the seat in silence (as if you are about to leave). Thus, without attracting attention, give the opportunity to sit down to another.

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

7. All other things being equal, the advantage to pass first is given to the one on the right. Similar to the well-known rule road traffic"Hindrance on the right"

1.2 Business etiquette.

Business etiquette is a set of norms of behavior developed by many years of international business communication practice.

Business etiquette is the accepted procedure and form of behavior in the business sphere. It is based on all kinds of etiquette. The main functions of business etiquette is the formation of rules that promote mutual understanding between people.

Ethics (from the Greek, - custom, disposition) is the doctrine of morality, ethics. The term "ethics" was first used by Aristotle (384-322 BC) to refer to practical philosophy, which must answer the question of what we must do in order to do the right, moral actions.

Business etiquette is richer in content, since it belongs to this category as special to the general. Domestic start-up businessmen fail many lucrative deals, especially with foreign firms, due to the fact that they do not know the rules of business etiquette. The rules of etiquette 1, clothed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic.

The first side is the expression of a moral standard: precautionary care, respect, protection.

The second side is aesthetic - it testifies to the beauty, grace of forms of behavior.

Etiquette is a historical phenomenon. The rules of human behavior changed with changes in the living conditions of society, the specific social environment. Etiquette arose during the period of the birth of absolute monarchies. Adhering to certain rules of behavior was necessary for the exaltation of important persons, such as: emperors, kings, kings, princes, princes, dukes, etc. Not only a career, but also a person's life often depended on the knowledge of etiquette and the fulfillment of its rules. Etiquette has always performed and continues to perform certain functions.

For example, division according to ranks, estates, nobility of the clan, titles. Especially the rules of etiquette in the countries of the Far and Middle East have been very strictly observed and are still being observed. To Russia at the beginning of the 18th century. became, Western etiquette will be introduced. Clothes, mannerisms and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the nobility was especially and persistently, at times cruelly, watched by Tsar Peter I himself. For their violations, they were severely punished.

Social progress contributed to the interpenetration of the rules of behavior, the enrichment of cultures. The world was getting closer. The process of mutual enrichment by the rules of behavior made it possible to develop mutually acceptable, generally recognized etiquette, enshrined in customs and traditions.

Etiquette began to prescribe norms of behavior at work, on the street, at a party, at business and diplomatic receptions, in the theater, and on public transport. But both in those ancient times and now, the rules of business etiquette help to bring together the economic and financial interests of trading people, businessmen. Profit was and remains above all differences in national character, social status, and psychological characteristics. These differences obeyed the etiquette of the country of interest to the businessman. Submission to the rules of the game by the determining party created the basis for the success of the transaction.

Rules of conduct that an entrepreneur needs to know:

First of all, it should be remembered that business etiquette includes strict adherence to the rules of a culture of behavior, which presupposes, first of all, a deep respect for human individuality.

The social role played by this or that person should not have a hypnotic effect on the business partner.

A cultured entrepreneur should be equally respectful to an ordinary technical worker of the ministry, the president of a company, a firm, that is, to show everyone sincere respect.

The culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal, speech) etiquette associated with the forms of speech manners, vocabulary, that is, with the entire style of speech adopted in the communication of a given circle of business people. In a business conversation, you must be able to give an answer to any the question asked... In verbal (verbal, speech) communication, business etiquette involves the use of various psychological techniques. One of them is the “stroking formula”. These are verbal phrases like: "Good luck to you!" "I wish you success."

In speech etiquette business people complements are of great importance - the accepted words expressing approval, a positive assessment of business activities, emphasizing the taste in clothes, appearance, the balance of the partner's actions, that is, an assessment of the business partner's mind. A compliment, especially if you are dealing with a female partner, is a necessary part of speech etiquette. During business communication, there is always a real opportunity for compliments.

Business etiquette requires special behavior in dealing with clients. Each type of service provided to clients has its own professional subtleties in behavior. But you should always remember that the most important principle determines the relationship with clients: the client is the most dear and desired person in your office (store, enterprise).

It is also important to follow certain rules regarding clothing and appearance. You don't have to wear a fancy suit. It is important that the suit is in good condition. The suit should be in place and at the right time. Since good clothes emphasize the elegance of a business person.

For business, etiquette means a lot. The clothes, behavior of an entrepreneur, a manager are his business card. They begin to form an opinion about the guest in advance, collecting information about him. Sources of information are the behavior of a businessman on the way to the place of a business meeting, behavior in a hotel, during the meeting itself.

Compliance with the most important rules of behavior with strangers is a sign of your respectability, good breeding, and self-confidence. There are a number of rules of conduct for different types of transport. A long journey is conducive to a leisurely conversation. We must be able to lead it. First of all, one should not abuse the attention of fellow travelers, not strive to seize all aspects of the conversation as quickly as possible, not be too talkative: talkativeness is a sign of bad taste. The other extreme is isolation, gloomy appearance, unsociability.

Ethics of business communication "horizontally".

The general ethical principle of communication "horizontally", that is, between colleagues (leaders or ordinary members of the group). When applied to fellow executives, it should be borne in mind that finding the right tone and acceptable standards of business communication with peers of equal status. Here are some principles of ethics in business communication between colleagues:

Do not ask yourself for any special treatment or special privileges from another.

Try to achieve a clear separation of rights and responsibilities in the common work.

In relationships between colleagues from other departments, you should be responsible for your own department, and not blame your subordinates.

Don't make promises that you can't keep. Don't exaggerate your value and business opportunities. If they fail, you will be uncomfortable.

1.3 Classification of business meetings.

Business meetings are a type of work organization 2. There is a certain classification of meetings, which depends on the following main characteristics:

By appointment:

developing and making decisions;

clarifying and clarifying tasks for the implementation of previously adopted decisions;

summarizing and evaluating previously adopted decisions;

operational (dispatching).

By the frequency (frequency) of conducting:

regular;

periodic;

By the number of participants:

narrow composition (up to five people);

extended (up to twenty people);

representative (over twenty people).

According to the degree of stability of the composition of the meeting participants:

with a fixed composition;

with invitees from the list drawn up for each meeting;

combined.

By affiliation:

public organizations;

administrative;

scientific and scientific and technical combined;

1.4 Scheduling meetings.

Meeting has four stages:

Preparation of the meeting. The meeting begins by determining the thoroughness of the meeting. Meetings are held when there is a need to exchange information, identify opinions and alternatives, and analyze complex (non-standard) situations. At this stage, the manager must analyze everything, all the alternatives to this form of work. These can be decisions of the higher management, the possibility of resolving the issue by phone, the possibility of combining with other (scheduled) meetings. If the manager is convinced of the usefulness of the meeting, then it can be held. The next element of this stage is the definition of the agenda. Here you need to determine: the content of the discussed problems and the main topic of the meeting, which should characterize its essence.

When forming the agenda, as practice shows, numerous mistakes are made on the part of managers - organizers of meetings.

There are six groups of errors:

The main topic of the meeting is missing;

In the presence of several topics of the meeting, there is no provision for their precise delineation and appropriate analytical discussion;

The participants were not previously explained the essence of the problem under discussion;

The agenda includes issues of various sizes and various contents, so there is a threat that the meeting may turn into a discussion or a quarrel between individual participants or groups;

The meeting discusses problems and issues that can be resolved in the working order;

Can't stick to the agenda. Participants step back from it and consider spontaneously arising side topics or any problem that exists on this enterprise constantly.

List of participants. The manager should be very attentive to the formation of the list of participants, think about both quantitative and qualitative composition.

Quantitative composition. The optimal number of meeting participants is considered, which coincides with the number of employees actively participating in the discussion of the issue. In this case, the main criterion is competence in the issues on the agenda. The most common mistake is to invite the largest number of participants that can fit in a conference room, that is, a mass invitation.

Qualitative composition. Only those officials who are most competent in the issue under discussion should be involved in the meeting.

Appointment of the day and time of the meeting. There is one specific day per week for the meeting. This allows its participants to properly plan their work time and properly prepare for the meeting. It is better to hold meetings in the afternoon, according to the theory of biorhythms, it is known that a person has two peaks of increased performance during the working day: the first from 11 to 12 hours and the second - between 16 and 18 hours. Meetings are most convenient at the end of the working day or at the end of the working week, as it will be much better.

The main mistakes made during meetings:

its duration is not regulated;

the established duration is not respected;

too long duration;

no breaks are taken;

time for reports and speeches is not limited;

participants do not know how to express their thoughts concisely and clearly.

The place for holding a significant part (more than 70%) of business meetings is the office of the head of the organization. Currently, the enterprises have specially equipped meeting rooms. There are certain requirements for the equipment of such premises. For example, such a room should have good sound insulation, normal temperature and humidity, ventilation, furniture and office equipment convenient for work.

The social role and role behavior of a person are the mechanisms of socialization of the individual.

In this regard, the concept of social status, social role and role behavior is distinguished.

Social status - the position of the subject in the system of interpersonal relations, which determines his duties, rights and privileges.

Social role - norms of behavior of a person with a certain status.

Role behavior - specific use by a person of a social role (personal characteristics are realized).

Social differentiation is inherent in all forms of human existence. His behavior is explained social inequality in society. The social role is socio-culturally determined, and therefore it is influenced by social origin, ethnicity, level of education, position, professional affiliation, power, profit and income, lifestyle, etc. Fulfillment of the role has a purely individual character. In real life, each person performs not one, but several social roles: she can be an engineer, a member of a trade union, a son, a father, etc.

A person receives some roles from birth, others acquire over the course of life. However, the social role itself does not determine the behavior of each of its bearers in detail: it all depends on how each person assimilates a particular role. And the level of assimilation is determined by the personal characteristics of each individual person. Each specific social role, foreseeing certain predetermined patterns of behavior, always gives a certain "range of possibilities" for this or that performer; therefore, individual social roles may have, to some extent, a personal connotation.

A person has the ability to choose from a large number social statuses and the roles offered by society, those that allow it to better realize its plans, to use its abilities as efficiently as possible. The acceptance of a particular social role by a person is influenced by both social conditions and its biological and personal characteristics (health status, gender, age, etc.). Any role determines only general scheme behavior of a person, offering to choose the ways of its implementation by the personality itself.

Any social role has its own structural structure.

If the structural components of a social role are inconsistent with each other, a role conflict arises. There are minor and internal conflicts. A mid-life conflict arises when a person performs various social roles, the requirements of which contradict each other. It is believed that this conflict is based on the illusion that a person will be able to fulfill all these roles on time and efficiently. The reason for the emergence of an intra-role conflict is the different requirements for a person to fulfill that very social role that representatives of various social groups put forward.

Each person in society arises in three dimensions: "I-image" - a person's idea of ​​himself, "Real I" - the true, objective essence of a person, is expressed through a certain set of inherent features, "Image-I" - an image of a person with impressions surroundings.

It is believed that the social role is close to the concept of "Image-I" and is characterized by a set of actions and deeds that are expected of its performer.

Scientists note that a person becomes a person only when he learns to enter the role of another person.

Send your good work in the knowledge base is simple. Use the form below

Students, graduate students, young scientists who use the knowledge base in their studies and work will be very grateful to you.

Posted on http://www.allbest.ru/

INTRODUCTION

Business is done not only on an economic basis, but also on an ethical basis. Just as it is unacceptable to violate the generally accepted rules of entrepreneurship in commerce, so it is unacceptable to violate the rules of business etiquette.

Mastering the civilized market, modern entrepreneurs should know that only 10-15% of those wishing to establish themselves in the market world achieve their goals. And it is precisely following the rules of business etiquette and ethics of business communication that is the key to success in business.

Have you ever wondered why two people, completely equal in ability and intelligence, can succeed in different degrees at work? The first, grabbing the stars from the sky, does not deny himself anything and has an excellent relationship with his superiors. The other, on the other hand, is quite the opposite: he does not fit into the team in any way, and there is no particular profit. What is the secret of a successful business? It is not always possible to achieve good results by poring over a given task and swollen eyes in front of a monitor screen at ten in the evening. And in our case with two colleagues, the lucky man has mastered all sorts of rules of conduct at work, when the unlucky hard worker has no idea of ​​business etiquette.

The purpose of this essay is to study the topic "The role of etiquette in business communication."

ROLE OF ETIQUETTE IN BUSINESS COMMUNICATION

1. The basics of business etiquette.

The ability to behave with people in an appropriate way is the most important factor in determining the chances of success, facilitates the establishment of contacts, promotes mutual understanding, creates good, sustainable relationships, etc.

Every cultured person should not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships. Mastering etiquette can help you succeed in business, and vice versa, neglecting it can well ruin a career.

Etiquette is a "conventional language" that has the character of an unwritten agreement about what is generally accepted in human behavior and what is not, with the help of which one can evaluate a person, judge the level of his inner culture, his moral and intellectual qualities by the way he enters, how he greets, in what tone he speaks, what first words he utters.

Etiquette(from the French - etiquette - a label, a ceremonial, a norm of circumvention) is a set of norms and customs that regulate the external forms of human behavior in society. The concept of etiquette includes a set of rules related to the ability to keep oneself in society, external neatness, the correctness of the conversation and correspondence, the literacy and clarity of expressing one's thoughts, the culture of behavior at the table and in other situations of business and social communication.

The main function of business etiquette can be defined as the formation of such rules of behavior in society that contribute to mutual understanding between people in the process of communication.

Business etiquette is based on the same moral standards, as secular:

1) a prerequisite for business communication is politeness, which is an expression of respect for a person. Being polite means being kind. In the business world, politeness is seen as an economic category that contributes to the achievement of business success in a partnership;

2) tact is a sense of proportion, observed in conversation, in personal and service relations, the ability to feel the border beyond which, as a result of our words and actions, a person experiences resentment, grief, and sometimes irritation. A tactful person always takes into account specific circumstances: the difference in age, gender, social status, place of conversation, presence or absence of strangers. Respect for others is a prerequisite for tact, even between good companions;

3) modesty- restraint in assessing their merits, knowledge and position in society. A modest person never seeks to show himself better, more capable, smarter than others, does not emphasize his superiority, his qualities, does not require any privileges, special amenities, services for himself. At the same time, modesty should not be associated with either shyness or shyness. these are different categories;

4)correctness is neutral, formal, restrained, dry politeness. The ability to behave with a focus on generally accepted rules of decency in any circumstances, incl. in conflict;

5) nobility- the ability to commit selfless acts, not to allow humiliation for the sake of material or other benefits;

6)accuracy- correspondence of words to business, punctuality and responsibility in fulfilling their obligations in business and social communication. etiquette personal temperament communication

V modern society good manners are considered politeness, modesty and restraint of a person, the ability to control their actions, carefully and tactfully communicate with other people.

Manners- this is a way to hold and present oneself, an external form of behavior, treatment of other people, expressions used in speech, tone, intonation, gait characteristic of a person, gestures and even facial expressions.

Bad manners include the habit of speaking loudly without embarrassment in expressions, swagger in gestures and behavior, slovenliness in clothes, rudeness, manifestation of hostility towards others, disregard for other people's interests and needs, imposing on other people their will and desires, tactlessness, inability to restrain your irritation, etc.

Business etiquette implies a respectful and courteous attitude towards people; certain forms of acquaintance, address and greeting; rules of conversation, conversation and negotiations, etc.

2. The influence of personal qualities on communication.

Personality possesses individual traits and qualities- intellectual, moral, emotional, strong-willed, formed under the influence of society as a whole, as well as in the process of family, labor, social, cultural life of a person. In communication, it is important to know and take into account the most typical traits of people's behavior, their character traits and moral qualities. Business communication should be built on the basis of such moral qualities of a person and categories of ethics as honesty, truthfulness, modesty, generosity, duty, conscience, dignity, honor, which impart a moral character to business relations.

The nature of communication is influenced by the temperament of its participants. Traditionally, four types of temperament are distinguished: sanguine, phlegmatic, choleric, melancholic.

Sanguine cheerful, energetic, initiative, receptive to new things, quickly converges with people. Easily controls his emotions and switches from one activity to another.

Phlegmatic person balanced, slow, difficult to adapt to new activities and a new environment. He thinks about a new business for a long time, but, having started its implementation, usually brings it to the end. The mood is usually even and calm.

Choleric active, enterprising, distinguished by great efficiency, persistence in overcoming difficulties, however, he is prone to sudden changes in mood, emotional breakdowns, depression. In communication, it is harsh, unrestrained in expressions.

Melancholic impressionable, highly emotional, and more susceptible to negative emotions. In difficult situations, he tends to show confusion, lose his composure. Little inclined to active communication. In a favorable environment, he can cope well with his duties.

Swiss psychologist Carl Jung divided personalities into extroverts and introverts. According to his classification, extroverts are characterized by a weakened attention to their inner world and an orientation towards external environment... They are sociable, sociable, proactive and easily adapt to different conditions. Introverts, on the contrary, are focused on their inner world and are prone to introspection, isolation. These types of temperaments are certainly rare in pure form.

3. Basic rules of modern business etiquette.

V modern business observance of the rules of etiquette plays important role... It is unacceptable to violate them, as in commercial activities it is unacceptable not to pay attention to economic indicators and the main provisions of entrepreneurship. Compliance with the rules of business etiquette reflects your professionalism and a serious approach to business, and non-compliance indicates that it is better not to do business with you. Etiquette is part of your business image, and experienced business partners pay attention to this aspect of your behavior as well. Consider the basic rules of business etiquette:

First rule- be punctual.

It is very important in business to organize and calculate the time correctly. Planning and getting everything done on time is the key to success. Being late is inappropriate for the person who was expecting you. And even the most sincere apologies and assurances about the impossibility of arriving in a timely manner are unable to completely make amends, since even at the subconscious level a certain unpleasant aftertaste will remain, which will mean a somewhat negative treatment towards you.

Second rule- do not say too much to others.

Every millionaire has certain secrets to success, but none will tell you. Do not talk about business in own business because sometimes even the smallest hint can affect a competitor's performance.

Third rule- don't be selfish.

It is impossible to successfully conduct business without taking into account the thoughts and interests of partners, clients, buyers. Often it is selfishness that hinders the achievement of success. It is very important to be patient with your opponent or partner, learn to listen and explain your point of view.

Fourth rule- dress as is customary in society.

Clothing is a demonstration of your taste and status in society. Do not take this rule lightly. Appearance is the first aspect that a person pays attention to and this immediately adjusts him to the appropriate mood.

Fifth rule- keep your speech clear.

Everything that you say and write should be expressed in beautiful language, correctly. The ability to communicate, conduct a discussion competently and persuade an opponent is very important for negotiation. Watch your pronunciation, diction and intonation. Never use obscene language or offensive language. However, do not forget that the ability to listen to the interlocutor is at least important aspect communication.

4. Rules of business communication.

_ Business letter rules... A business letter is an element of creativity, because each business letter is individual. It strictly depends on the personality of the addressee, the specificity of the situation, position and general culture of the writer. Business letters serve two purposes: they provide communication between business partners, and they store information about that relationship.

The main requirements for a business letter are its brevity, clarity and correctness. The main thoughts and proposals of the author of the letter should be laconically formulated. The letter is drawn up only on one issue, the text must be convincing with sufficient reasoning. The tone of the presentation is neutral, not allowing emotional manifestations.

_ Fax. A special role in this type of electronic communication system belongs to the design of the first page. It is drawn up on the letterhead of the company, where its logo is placed in the upper part, and at the bottom of the page along the entire length of the line - the addresses, telephones and other coordinates of the offices and departments of the company. The text is printed on a printer, signed by hand. Always reply to messages, even if you find it difficult to solve a problem. In the business world, someone who does not respond to correspondence is considered an irresponsible partner and is not trusted.

_ Business card is a sheet of not too thick cardboard of a small format, printed by a typographic method. The color varies, although according to the protocol, they should be white. The text is typed in black, but not in "silver" or "gold". The back of the card must be clean to make notes. Sometimes on the reverse side the text is duplicated in a foreign language.

The cards must be handed over with both hands, or only with the right hand, when meeting business partners, receiving a delegation or saying goodbye, as a sign of special trust to a private person. When making a business acquaintance, the exchange of business cards is a mandatory procedure. There are etiquette rules for use business cards... So, after the meeting took place, the first one to leave his business card is the one whose rank is lower. In case of equal status, age is taken into account - the youngest leaves the card first. After being introduced to a woman, a man must, no later than within a week, send his business card to her and her spouse, even if it has not been presented to him.

5. Business breakfast, lunch, dinner.

Quite often, business conversations take place in an informal setting (cafe, restaurant). This requires the ability to combine business decisions with meals. Usually, a business breakfast, lunch, dinner is distinguished. They are united by some general principles applicable in all three cases, in particular, generally accepted rules of behavior at the table. However, each of these forms of business communication has its own characteristics.

Business breakfast- the most convenient time to meet those who work hard during the day. The duration is about 45 minutes. Not recommended for a business meeting between a man and a woman.

Business lunch allows you to establish good relationships with partners, get to know customers better. At noon, a person is more active and relaxed than at 7-8 o'clock in the morning. The duration of a business lunch is not strictly regulated and is usually one to two hours, of which small talk takes up to half an hour, usually preceding a business conversation.

Business dinner is more formal than breakfast or lunch, and is approaching reception in terms of the degree of regulation. This determines the type of invitations (written, not telephone), clothing features (dark suit). The duration of a business dinner is two hours or more.

When deciding to organize (accept an invitation to) a business breakfast, lunch or dinner, you need to think about your tasks and understand whether a more relaxed atmosphere of the feast will contribute to their solution. It may be easier to resolve these issues at the office or over the phone. Each meeting associated with a feast can take from one to three hours, and you need to be extremely respectful of your own and others' time.

Venue. When choosing a meeting place, it is necessary to show good manners and tact. When you are interested in a conversation, you can emphasize your respect for the person by setting a meeting place closer to their place of work. The level of the restaurant should correspond to the position of the people you invite.

Organization. It is necessary to strictly observe the previously agreed agreements on the place, time and composition of the meeting participants (who, where and when will meet). Only when absolutely necessary can you make changes to the pre-approved plan. So, if you intend to meet someone face to face at breakfast, and the invitee calls you and announces that he intends to appear with his secretary and someone else, you must decide whether meeting in such a composition is in your interests and is it really worth it.

Seating at the table. If a preliminary order is made, good form prescribes to wait until all the invitees have gathered and only then sit down at the table. If you need to lay out papers and you are meeting with only one person, it is preferable to sit at a table for four rather than two. In this case, there will be good reasons to invite the person to sit on your right, and not opposite.

Payment. The bill must be paid either by the one who first suggested meeting, or by the one in a higher position. If a situation could be misinterpreted as an attempt to win someone else's favor, it should be suggested that everyone pays for themselves. This is especially true for representatives of funds mass media and civil servants of all levels: the breakfast of a journalist or an official at someone else's expense may be considered an attempt to influence the press or a manifestation of corruption of public authorities. However, the most general approach will still be this - the inviter takes all the costs on himself.

Gratitude. After a business breakfast, lunch or dinner, it is customary to at least thank the invitee. More appropriate, however, would be a thank you note, although this element is often overlooked in business dealings.

6 ... Image as an object of business communication.

Like an exquisite business card, image is today a necessary attribute of effective business relationships. Literally image means a "collective image" of a person, which includes not only an external impression, but also the style of her thinking, features of actions and deeds, and even her idea of ​​herself. It is the unconscious idea of ​​ourselves, known and sometimes unknown to ourselves, that is subtlely guessed in communication and ultimately predetermines the development of relationships - their complementarity, confrontation or rejection. Each person implements his own life scenario, plays his social and professional roles. And if the scenarios do not coincide or do not suit us, we strive to correct them, enrich them or rewrite them anew.

The image of the company is created by people, and the visible part of the company needs to be explained what this image consists of.

When you do something as a trailblazer, chances are high that something won't work out. But this position is not to be done like everyone else.

A well-known part of the image consists of presentations, communication with the press, with customers and partners. If you do not do, as is customary in this environment, but do as you like. If it turns out better when you say not prepared phrases, but spontaneous thoughts that appear during the speech. It produces the best, most engaging presentations.

It's good when there is ready script... If people at the same time speak, but do not think, it does not command respect. You can always see when a thought works and when it doesn't. The lack of the possibility of impromptu often gives rise to internal conflict. It is much better to present the idea not as it should, but as "I understand it" - this is a winning strategy.

In principle, this is an important component of the image, if you are aware of what you are talking about, you can always see whether you are talking your thoughts or retelling someone else's. If people see that you are saying in your own words, this creates the effect of trust, but here it is important not to "fall" to the other extreme - to become "on the board." Getting closer to the audience, using simple phrases is great. A person loves slang, but almost never uses it, it's just fun for him - to catch it all.

It is noticed that people easily perceive technical thoughts if it goes through allegories. We say: you need to build centralized Information Systems... People use electricity as well as information.

People are much more sensitive to pictures than to speech. Use a variety of photographs - through visual images, everything is more easily perceived.

7 ... Greetings, communication.

The first to greet:

A man is a woman;

Junior (junior) by age - senior (senior);

The youngest woman is a man who is much older than her;

The junior is the senior;

A member of the delegation - its leader (regardless of whether its own delegation or foreign).

In Russia, there are historically developed stereotypes of speech address: "Ladies and Gentlemen", "Sudars and Madame". Unfortunately, they are used only by educated people.

In a telephone conversation, the caller is always introduced first. The person who called ends the conversation.

It has been established that a person looks more at the one he likes. This is especially pronounced in men - they are less eager to hide their antipathy and even during listening try to avert their eyes from a partner who inspires them with dislike.

When conversing, it is best to sit up straight without bending over or leaning back. The most acceptable fit for a business woman: knees together, feet next to one another, lower leg turned slightly obliquely.

A man enters the restaurant hall first, and his companion follows him. If the woman was the first to enter the hall, then on the way to the table the man is a little ahead of her, shows the seats and helps to take the most convenient place.

The most convenient places are usually considered: by the wall - facing the hall, in the middle of the hall - facing the entrance. The man sits down after the lady has sat down.

The invoice must be paid either by the one who first suggested the meeting, or by the one in a higher position. The man should help the lady to get dressed and it is advisable to escort the woman home. You should never offer your left hand to a lady.

In a store, a man should raise his hat even when the salesperson is in front of him, not the pretty saleswoman. Sellers are simply addressed as "you"; referring to young saleswomen, you can say "girl".

8. External furnishings of the office and study.

The first thing that people notice when they come to a reception, an interview, a meeting, a business conversation is the external environment of the room in which some issues are to be resolved. The results of your conversation depend on how your office and office look like.

Building a competent space requires adherence to a single style in everything: in the planning solution, in decoration, decor, furniture.

A properly and tastefully planned office helps create a conducive environment for conversation, which contributes to the establishment of fruitful contact. In accordance with the above requirements in modern world a certain tradition has developed in the rules for planning the office of the head.

As in ancient teachings, the table should be placed so that the owner of the study sits facing the door and can see the guests coming and going. A long table with comfortable chairs should go from the manager's table - it serves for small meetings, for receiving delegations consisting of several people. Chairs near the table should be soft and comfortable, but not conducive to the fact that people are lounging in them. There should be a closet for storing current documents and materials in it.

In the office of the head, there is also usually a soft corner, consisting of soft armchairs and a coffee table. It is used for confidential conversations with partners and, in some cases, with subordinates, when it is necessary to create an informal atmosphere.

The decor and decoration of the office should not be depressing and overwhelming, as this reduces the effectiveness and efficiency of the conversation. For this purpose, the office may contain an aquarium with fish, green spaces, a mirror.

A well and tastefully decorated office evokes sympathy for its owner, but requires that its owner look appropriate.

CONCLUSION

In the course of the work, the basic rules of behavior were revealed as appearance and clothing, rules of business communication and more. The success of an organization is closely linked to etiquette and culture. Good mastery of business etiquette, culture of behavior requires time, desire and perseverance, constant training of behavior in various conditions of activity, so that knowledge turns into skills and habits. Then the reaction to any action, any move of the opponent, the development of the situation will correspond to the rules of good manners, business etiquette, the requirements of the culture of behavior in this situation

In my author's opinion, a moral position is an assessment related to the norms of social behavior and their observance, which a person must realize himself, accept it as a guideline for his actions. The moral position is the internal motivation of human behavior, self-control, conscientiousness, a sense of personal dignity.

Ethical norms cannot contradict the moral position of a person, since the established norms, if properly implemented, will correlate with the moral position of each person.

In Russian culture, it is customary to value spiritual qualities. As they say, the main thing is that the person is good. But "good" is a relative concept. Cultural norms regulate relationships by offering a model of behavior that is approved in society. Compliance makes the interactions between people easier, more understandable and predictable.

In business etiquette, social status and position are distinguished and status differences are not distinguished by sex and age; there are practically no differences between men and women. However, it is perfectly acceptable for a very young company director to be the first to greet his older female deputy. And men who show the usual courtesy to female colleagues certainly do not violate etiquette and chain of command.

In the course of this abstract of the ball, the above goal was achieved.

Posted on Allbest.ru

...

Similar documents

Basic principles of speech etiquette in the business sphere. Features of business communication as a special form of communication. Means of expressing speech etiquette in the field of business communication on the example of the Russian-speaking and English-speaking press, their distinctive features.

thesis, added 09/07/2012


Concept and basic principles of business communication, requirements for it. Classification and types of business receptions, rules of etiquette during lunch. The order and patterns of organizing a business reception, the distinctive features of its etiquette in different countries.

term paper, added 01/29/2014


A theoretical analysis of the ethics of business communication. Characteristics of the elements of the alphabet of business etiquette: souvenirs, rest, oriental cuisine. Business Correspondence Rules. Standard phrases and expressions in business letters. Letter - a proposal for joint cooperation.

test, added 06/17/2010


Business communication as an important condition for doing business. The main provisions of business communication. Varieties of business techniques. Business lunch etiquette. The rules of etiquette at the table. Self-organization of a business lunch. Business lunch etiquette from different countries.

report added on 12/06/2007


The main tenets of business etiquette. Code of Conduct and Human Interaction in the Workplace. Peculiarities of etiquette of the countries of East and Asia, Central Europe and North America. Business communication rules that are valid in any host country.

abstract added on 05/27/2015


History of etiquette. Principles of Business Etiquette. Features of business communication as a special form of communication. Norms, methods, techniques for conducting business negotiations. Letter etiquette. Business culture. The main provisions of telephone conversations.

thesis, added 10/31/2010


The essence of motivation for communication. Basic principles of business etiquette. The influence of individual psychological qualities of a person on communication. Dialogue communication, rules of communication by phone. Ethics and psychology of business conversations, negotiations. The commandments of a business person.

abstract, added 03/14/2011


Concept, essence, rules and practical significance etiquette. The place of business cards in modern business etiquette. General characteristics of the basic norms of etiquette and rules of conduct in public places. Features of business communication with foreign partners.

abstract, added 11/30/2010


General information about ethical culture. Essence, history of development and basic commandments of business etiquette. Clothing and appearance of a person. The culture of telephone communication. The concept and stages of a business conversation. Basic requirements for business correspondence and protocol.