Theoretical provisions

CULTURE

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

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

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

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

Physical culture – preparing a person for any type of activity, consisting in the development of motor-coordinating abilities, the inclinations of mental activity, ethical and aesthetic ideas, as well as the ability for introspection, self-preservation, and procreation.

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

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

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

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

culture of society – the entire body of cultural facts, the exclusive possession or use of which neither an individual nor any individual group has the right to claim;

team culture(family, company, organization, etc.) represents the experience of the activity of this group, recorded in signs and material objects, and is the direct source of the activity of this group;

personality culture consists of knowledge of cultural facts, skills in one’s profession, the ability to use culture and personal experience. Personal culture serves both as a source of personal achievements and as a source of creating the culture of the team and the culture of society.

Basic functions of culture:

1) adaptive, ensuring human adaptation to the environment;

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

3) integrative – consolidation through culture of any social community;

4) socialization – inclusion of individuals in public life.

The most important characteristics of culture are:

the significance of all its constituent elements;

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

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

continuity of culture as a process;

extensive criteria for assessing cultural facts and mechanisms for protecting these facts.

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

CULTURE OF COMMUNICATION

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

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

Communication fulfills a number functions in a person's life:

1. Social functions:

– organization of joint activities;

– management of behavior and activities.

2. Psychological functions:

– ensuring psychological comfort;

– satisfaction of the need for communication.

According to T.A. Ladyzhenskaya, communication different from communications first of all, the nature of interaction, subject-subject relations, focused on dialogue, and not on one-sided exchange of information. Subject-subject relationships imply communication as necessary; the solution of specific speech problems in a given speech situation acts as secondary to the main one - to establish, maintain, improve relationships between partners. What is important is not effectiveness, but efficiency: it is important to achieve success not only in this particular situation, but to communicate in such a way that all speech partners want to continue communication in the future. This understanding of the essence and tasks of communication suggests that in order to achieve its effectiveness, it is necessary to make targeted efforts, including spiritual ones.

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

A speech event is the basic unit of speech communication.

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

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

The first component of a speech event is the flow of speech behavior - “what can be recorded on a video recorder” (speech behavior researchers do just that); it consists of:

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

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

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

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

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

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

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

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

Thus, a speech event is “discourse plus speech situation.”

Structure of a speech situation:

participants, relationships, goals, circumstances

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

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

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

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

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

Communication goal- this is the strategic result towards which a communicative act is aimed; this goal is for the addressee to understand the meaning of the message and the goals of the speaker.

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

The following types of communicative intention can be distinguished: :

· inform (describe, tell, report) – give an idea of ​​the subject of speech specifically and impartially;

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

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

· induce to action - call on, convince the interlocutor of the need for action in such a way that the response is direct action.

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

From the point of view of communication strategy, there are the following types:

1) open – closed communication;

2) monologue – dialogic communication;

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

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

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

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

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

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

In addition, several intermediate variants of speech behavior can be described. “One-sided inquiry” is semi-closed communication in which a person tries to find out the position of another person and at the same time does not reveal his own position. “Hysterical presentation of a problem” - a person openly expresses his feelings, problems, circumstances, without being interested in whether the other person wants to “enter into other people’s circumstances” or listen to “outpourings”.

Communication tactics– implementation in a specific situation of a communication strategy based on mastery of techniques and knowledge of the rules of communication.

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

There are several possible reasons for communication failure:

a) stereotypes – simplified opinions regarding individuals or situations, resulting in no objective analysis and understanding of people, situations, problems;

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

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

d) lack of attention and interest in the interlocutor, and interest arises when a person realizes the significance of the information for himself (with the help of this information one can obtain the desired development or prevent an undesirable development of events);

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

f) incorrect choice of communication strategy and tactics;

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

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

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

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

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

Verbal communication is verbal communication, i.e. in one of the natural national languages. Nonverbal communication is non-verbal communication, in which a system of signs serves as: in oral speech - a combination of posture, gestures, facial expressions, intonation, and in written speech - the arrangement of text, font, diagram, table, graphics, etc. The separation of the verbal and non-verbal sides of speech is very arbitrary and is possible only for the convenience of description, since both the verbal and non-verbal sides of communication very rarely exist without each other.

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

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

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

Closely related to this species pair is direct/indirect communication, standing out from the point of view of the use of special means. Indirect communication is the receipt of information through various mediating devices: radio, tape recorder, television, computer. It should be noted that there is an asymmetry in the information activity of participants in mediated communication. The mediating apparatus performs the function of the sender of information (addressee), the information received by the addressee does not return to the sender, he does not see the reaction of the recipient of the information. At direct communication uses only the natural human speech apparatus: voice, vision, hearing.

From the point of view forms of existence of language Communication can be oral and written. For oral communication characters verbal improvisations and some linguistic features (freedom in the choice of vocabulary, the use of simple sentences, the use of incentive, interrogative sentences, repetitions, incompleteness of thoughts), repetitions, clarifications, explanations. Intonation plays a huge role, which is an important means of shaping a statement and its meaning. Written communication is usually addressed to those who are absent. The one who writes does not see his interlocutor, but can only mentally imagine him. Written language is not affected by the reactions of those who read it. The writer has the opportunity to improve his text, return to it, and correct it.

Monological and dialogical are types of communication that differ by constant/variable communicative role I-speaker and you-listener. Dialogue is a direct exchange of statements between two or more persons, monologue- This is the speech of one person, which does not involve exchange of remarks with other persons.

To optimize and regulate communication, and sometimes to implement it, such norms are necessary, the observance of which would help to overcome all communication barriers. These standards depend on levels of communication. V.P. Tretyakov and Yu.S. Krizhanskaya distinguishes three levels of communication:

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

2. Manipulative level of communication involves interaction based on “subject-object” relationships: one partner views the other as a means or as a hindrance to achieving his goal. They speak of a manipulative level when the main thing for communicators is to achieve results at any cost. Very often a partner feels like an opponent in a game. The purpose of such communication is gain, if not material, then psychological. The general principle of manipulative communication is a hidden influence on the interlocutor, ignoring his will.

3. Friendly level of communication. This level is characterized by the interaction of subjects with a greater share of phatic communication, since the main thing in such communication is understanding and acceptance of a person as an individual. A friendly level is a level at which you don’t have to worry about “speech production techniques,” i.e. there is a deep understanding of speech: not at the level of individual words, but understanding at the level of the entire person. In order to communicate at this level, you must first be attentive to your partners and develop the ability to communicate.

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

The culture of communication presupposes compliance with certain rules and norms. Highlight three types of communication norms– ethical, communication and speech. These are types of norms at different levels.

Ethical Standards – norms that relate primarily to the motives of speech, to the area of ​​communication culture, are goodwill, acceptance of communication partners, and compliance with all moral laws. They can be conditionally attributed to the norms of the strategic level - relationships with the world in general and a specific person in particular.

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

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

To harmonize communication, it is important that the interlocutors are aware of each of their speech actions. If the speech actions of the interlocutors are conscious and intentional, then they can be considered from the standpoint of communication code– a complex system of principles regulating the speech behavior of both parties during a communicative act and based on a number of postulates of correct speech behavior .

Postulates of communication are the laws of communication that all speakers unconsciously follow, regardless of the language of communication. Usually, the principles of communication of G.P. are cited as such postulates. Grice and J.N. Licha. G.P. Grice owns principle of cooperation : “Strive for mutual understanding with your interlocutor.” This principle is concretized in the postulates:

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

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

3) the postulate of coherence (“Don’t deviate from the topic”);

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

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

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

2) the maxim of generosity (“Do not make it difficult for others with promises, etc.”);

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

4) maxim of modesty (“Do not accept praise addressed to you”);

5) maxim of agreement (“Avoid objections, conflicts”);

6) maxim of sympathy (“Express goodwill”).

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

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

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

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

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

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

· use of cues – indicators of attention (yes, yeah, etc.);

· non-verbal accompaniment of listening (a glance directed at the interlocutor, nodding the head).

Thus, to conditions for successful communication The following can be included:

1. The need for communication, communicative interest.

2. Attuned to the world of the interlocutor.

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

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

5. Taking into account external circumstances: the presence of strangers, a communication channel (telephone conversation, pager message, note, letter, face-to-face conversation), mood, emotional state, physiological state.

6. The speaker’s ability to vary the method of linguistic representation of a particular real event (the speaker always conveys his attitude to the subject of speech, as well as to the addressee, using linguistic means).

7. The speaker’s knowledge of the norms of etiquette speech communication.

Questionnaire

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

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

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

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

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

Reader

1. Read fragments of V.I.’s textbook. Maksimov “Russian language and culture of speech” and answer the following questions.

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

R. Jacobson)?

2. What changes can be made to the circuit to include a feedback component?

4. How is the structure of the conversation formed and the activity of the communicants’ participation in it assessed?

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

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

Communication fulfills a number functions in a person's life:

1. Social functions:

– organization of joint activities;

– management of behavior and activities.

2. Psychological functions:

– ensuring psychological comfort;

– satisfaction of the need for communication.

According to T.A. Ladyzhenskaya, communication different from communications first of all, the nature of interaction, subject-subject relations, focused on dialogue, and not on one-sided exchange of information. Subject-subject relationships imply communication as necessary; the solution of specific speech problems in a given speech situation acts as secondary to the main one - to establish, maintain, improve relationships between partners. What is important is not effectiveness, but efficiency: it is important to achieve success not only in this particular situation, but to communicate in such a way that all speech partners want to continue communication in the future. This understanding of the essence and tasks of communication suggests that in order to achieve its effectiveness, it is necessary to make targeted efforts, including spiritual ones.

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

A speech event is the basic unit of speech communication.

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

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

The first component of a speech event is the flow of speech behavior - “what can be recorded on a video recorder” (speech behavior researchers do just that); it consists of:

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

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

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

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

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

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

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

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

Thus, a speech event is “discourse plus speech situation.”

Structure of a speech situation:

participants, relationships, goals, circumstances

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

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

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

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

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

Communication goal- this is the strategic result towards which a communicative act is aimed; this goal is for the addressee to understand the meaning of the message and the goals of the speaker.

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

The following types of communicative intention can be distinguished: :

· inform (describe, tell, report) – give an idea of ​​the subject of speech specifically and impartially;

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

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

· induce to action - call on, convince the interlocutor of the need for action in such a way that the response is direct action.

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

From the point of view of communication strategy, there are the following types:

1) open – closed communication;

2) monologue – dialogic communication;

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

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

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

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

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

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

In addition, several intermediate variants of speech behavior can be described. “One-sided inquiry” is semi-closed communication in which a person tries to find out the position of another person and at the same time does not reveal his own position. “Hysterical presentation of a problem” - a person openly expresses his feelings, problems, circumstances, without being interested in whether the other person wants to “enter into other people’s circumstances” or listen to “outpourings”.

Communication tactics– implementation in a specific situation of a communication strategy based on mastery of techniques and knowledge of the rules of communication.

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

There are several possible reasons for communication failure:

a) stereotypes – simplified opinions regarding individuals or situations, resulting in no objective analysis and understanding of people, situations, problems;

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

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

d) lack of attention and interest in the interlocutor, and interest arises when a person realizes the significance of the information for himself (with the help of this information one can obtain the desired development or prevent an undesirable development of events);

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

f) incorrect choice of communication strategy and tactics;

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

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

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

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

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

Verbal communication is verbal communication, i.e. in one of the natural national languages. Nonverbal communication is non-verbal communication, in which a system of signs serves as: in oral speech - a combination of posture, gestures, facial expressions, intonation, and in written speech - the arrangement of text, font, diagram, table, graphics, etc. The separation of the verbal and non-verbal sides of speech is very arbitrary and is possible only for the convenience of description, since both the verbal and non-verbal sides of communication very rarely exist without each other.

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

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

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

Closely related to this species pair is direct/indirect communication, standing out from the point of view of the use of special means. Indirect communication is the receipt of information through various mediating devices: radio, tape recorder, television, computer. It should be noted that there is an asymmetry in the information activity of participants in mediated communication. The mediating apparatus performs the function of the sender of information (addressee), the information received by the addressee does not return to the sender, he does not see the reaction of the recipient of the information. At direct communication uses only the natural human speech apparatus: voice, vision, hearing.

From the point of view forms of existence of language Communication can be oral and written. For oral communication characters verbal improvisations and some linguistic features (freedom in the choice of vocabulary, the use of simple sentences, the use of incentive, interrogative sentences, repetitions, incompleteness of thoughts), repetitions, clarifications, explanations. Intonation plays a huge role, which is an important means of shaping a statement and its meaning. Written communication is usually addressed to those who are absent. The one who writes does not see his interlocutor, but can only mentally imagine him. Written language is not affected by the reactions of those who read it. The writer has the opportunity to improve his text, return to it, and correct it.

Monological and dialogical are types of communication that differ by constant/variable communicative role I-speaker and you-listener. Dialogue is a direct exchange of statements between two or more persons, monologue- This is the speech of one person, which does not involve exchange of remarks with other persons.

To optimize and regulate communication, and sometimes to implement it, such norms are necessary, the observance of which would help to overcome all communication barriers. These standards depend on levels of communication. V.P. Tretyakov and Yu.S. Krizhanskaya distinguishes three levels of communication:

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

2. Manipulative level of communication involves interaction based on “subject-object” relationships: one partner views the other as a means or as a hindrance to achieving his goal. They speak of a manipulative level when the main thing for communicators is to achieve results at any cost. Very often a partner feels like an opponent in a game. The purpose of such communication is gain, if not material, then psychological. The general principle of manipulative communication is a hidden influence on the interlocutor, ignoring his will.

3. Friendly level of communication. This level is characterized by the interaction of subjects with a greater share of phatic communication, since the main thing in such communication is understanding and acceptance of a person as an individual. A friendly level is a level at which you don’t have to worry about “speech production techniques,” i.e. there is a deep understanding of speech: not at the level of individual words, but understanding at the level of the entire person. In order to communicate at this level, you must first be attentive to your partners and develop the ability to communicate.

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

The culture of communication presupposes compliance with certain rules and norms. Highlight three types of communication norms– ethical, communication and speech. These are types of norms at different levels.

Ethical Standards – norms that relate primarily to the motives of speech, to the area of ​​communication culture, are goodwill, acceptance of communication partners, and compliance with all moral laws. They can be conditionally attributed to the norms of the strategic level - relationships with the world in general and a specific person in particular.

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

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

To harmonize communication, it is important that the interlocutors are aware of each of their speech actions. If the speech actions of the interlocutors are conscious and intentional, then they can be considered from the standpoint of communication code– a complex system of principles regulating the speech behavior of both parties during a communicative act and based on a number of postulates of correct speech behavior .

Postulates of communication are the laws of communication that all speakers unconsciously follow, regardless of the language of communication. Usually, the principles of communication of G.P. are cited as such postulates. Grice and J.N. Licha. G.P. Grice owns principle of cooperation : “Strive for mutual understanding with your interlocutor.” This principle is concretized in the postulates:

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

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

3) the postulate of coherence (“Don’t deviate from the topic”);

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

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

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

2) the maxim of generosity (“Do not make it difficult for others with promises, etc.”);

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

4) maxim of modesty (“Do not accept praise addressed to you”);

5) maxim of agreement (“Avoid objections, conflicts”);

6) maxim of sympathy (“Express goodwill”).

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

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

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

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

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

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

· use of cues – indicators of attention (yes, yeah, etc.);

· non-verbal accompaniment of listening (a glance directed at the interlocutor, nodding the head).

Thus, to conditions for successful communication The following can be included:

1. The need for communication, communicative interest.

2. Attuned to the world of the interlocutor.

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

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

5. Taking into account external circumstances: the presence of strangers, a communication channel (telephone conversation, pager message, note, letter, face-to-face conversation), mood, emotional state, physiological state.

6. The speaker’s ability to vary the method of linguistic representation of a particular real event (the speaker always conveys his attitude to the subject of speech, as well as to the addressee, using linguistic means).

7. The speaker’s knowledge of the norms of etiquette speech communication.

2. Culture of communication with people

A modern person must have a certain culture and behave correctly at work with the people around him: with visitors (with cents), subordinates and bosses. To do this, he must speak correctly.

There are certain rules, the main ones being the following:

· You should talk to a person in a polite and even voice;

· You must have a desire to talk to the person;

· The conversation should be friendly;

· You must only be in a good mood;

· When speaking, you should look into the eyes of your interlocutor friendly and attentively;

· You can’t look to the side;

· You cannot grimace, twist your mouth, wrinkle your forehead and nose during a conversation - this not only insults the interlocutor, but also makes you look funny;

· Do not interrupt or interrupt your interlocutor - it gives the impression that you do not respect him; Whatever your interlocutor says, you must listen to the end. You can interrupt it only for personal reasons or in the case when the monologue you are listening to goes beyond the bounds of decency;

· Don’t slap your interlocutor on the shoulder, push him, poke him in the stomach or twirl the buttons on his jacket;

· You should not express yourself too intricately, using a large number of foreign words, emphasizing your education. Many will not understand you, but to those who know you will be funny; try to speak clearly, slowly, do not mumble or swallow words and their endings; intonation - the form of pronunciation of words and sentences - should not be offensive to a person and not offensive to him.

A good conversationalist is an attentive listener who, without interrupting, listens to you respectfully and is sincerely interested in what is being told. To become a good conversationalist, you must adhere to some rules:

A). Address the interlocutor only by name;

b). You need to be able to talk correctly with your interlocutor;

V). Your conversation should convince your interlocutor of his importance as a person;

G). You need to be a good communicator;

d). The topic of conversation should be interesting and useful to your interlocutor;

e). You have to smile at people.

What does it mean to be able to persuade a business partner to your point of view and influence him so that he does what you need in your interests, while respecting your own interests, that is, this is the ability to find a common language with your partner.

In communication between people, and especially between business people, there are often situations when their opinions are ambiguous and there may be grounds for conflict between them. In these situations, one of the parties may win, some kind of compromise may be found, or perhaps no acceptable solution will be found. To avoid this unpleasant situation, it is advisable to use certain tips, the observance of which will help convince people and persuade them to your point of view.

Let's look at these tips:

1. Before starting complex business with your little-known business partner, you need to study the characteristics of his character.

2. The only way to win any dispute is to avoid it altogether.

3. Show respect for the opinion of your interlocutor and never tell him that he is wrong.

4. If you are wrong, admit it quickly and decisively.

5. From the very beginning of the conversation, maintain a friendly tone.

6. Try to get your interlocutor to answer you “yes” several times at the beginning of the conversation.

7. Let your interlocutor do most of the talking, and you listen carefully without interrupting.

8. Try to convince your interlocutor that this thought belongs to him.

9. Sincerely try to look at things not only from your own interests, but from the point of view of your interlocutor (business partner).

10. Be sympathetic to the thoughts and desires of others.

11. Appeal to nobler motives.

12. Don't dramatize your ideas, present them effectively.

13. Don't challenge by touching a nerve. Let's highlight a few more points about talking with a person.

1. If you want to make a remark to a person without offending or offending him, it is better for you to start with praise and sincere recognition of the merits of your interlocutor. Psychologists have found that it is always easier to listen to unpleasant things if we have been told about our merits and successes beforehand. In these cases, the essence of the remark is perceived as an accident, easily corrected, and you are not offended by the person making the remark. Therefore, if you are forced to make a remark to someone, start with the merits and successes of the person to whom you will later make your remark. This way you won’t discourage him from wanting to improve and work better.

2. If you want to point out to a person a mistake he has made without offending or offending him, you must say this not directly, but indirectly. If you don't do this, it won't lead to anything good. He will be offended, since this hurts his dignity, his mood will deteriorate and the desire to redo anything will disappear. Therefore, it is always better to give a good assessment of his work, but then you can say why he does not meet your requirements under these conditions. The result will be wonderful, the person will redo everything in the best possible way and will not be offended by you, and most importantly, you will not kill his desire to work.

3. If you want to criticize a person for a mistake he has made without offending or offending him, then you need to first talk about your own mistakes, and then “get” to him. It needs to be done this way because when you start with your mistakes you make it clear that he is not alone and others can make mistakes too. That his mistake is almost objective and easy to correct. This does not offend a person, does not make him want to quit everything immediately and, most importantly, does not reduce his enthusiasm for work.

4. If you want to force a person to do something, then you should not do it in the form of an order, for example, like in the army. Because no one likes to be ordered around. Therefore, you need to give the person the opportunity to do the work himself, never tell him what to do, and allow him to learn from his own mistakes. With appropriate control, but without making decisions for him. This method spares a person’s pride and awakens in him a sense of his own importance. This method creates in a person a desire to cooperate rather than strive to protest. So, under these conditions there cannot be an order, but there are still questions that you can ask him.

5. If you want to announce a decision to a person that concerns him personally, then you should start by giving the appropriate motivation for this decision. People should not immediately be informed of a particular decision that directly affects them personally, for example, dismissal from work, transfer to another job, etc. Before this, they must be given the appropriate motivation, which would objectively, without affecting self-esteem, explain the reasons for such a decision.

6. If you want to force a person to work creatively and productively on his site, then you need to show him attention and express approval for the slightest success. It inspires people to do incredible things using previously unrealized opportunities. In general, a person in most cases uses an insignificant part of his physical and mental resources. This will encourage you to achieve success in your work.

7. If you want to help a person become better and if he himself wants this, then you need to create for him a good reputation, which at the moment he may not be worthy of. Psychologists have found that almost everyone - rich, poor, beggar, thief - makes every effort to maintain a reputation as an honest person. For example, there is only one possible way to correct a cheater: to treat him as if he were a respectable and honest person. He will certainly be flattered by this. If you notice something good in a person that has not yet been noticed in him, he will definitely strive for it - many psychologists in the world are convinced of this.

8. If you want a person to do what you propose to him without coercion, and to do it creatively, with full dedication of intellectual and physical strength, then you must be able to stimulate him. In each specific case, this, apparently, should happen differently, but there is something in common - we need to find motives that would satisfy the person. People must be able to perform on stage. Let's highlight some tips on this matter:

1. The speaker should speak simply and clearly, as in a personal conversation.

2. The speaker should not look over the heads of the audience or at the floor.

3. You need to put your soul into your performance.

4. The speaker must have: an attractive appearance, an elegant manner of communication, a friendly open look, a friendly smile.

3. Features of speech etiquette on the phone

It is impossible to imagine business life without a telephone. Thanks to the telephone, the efficiency of resolving a huge number of issues increases, and there is no need to send letters or telegrams. Or go to another institution. Negotiations are carried out over the phone, orders are given, requests are made, consultations are given, meetings are made, inquiries are made and, often, the first step towards a business partnership is a telephone conversation.

Failure to comply with the rules for conducting official conversations is a serious gap in the professional training of a manager and is economically much more expensive than it seems at first glance. Thus, the American specialist in management organization, A. Mackenzie, among the main reasons for loss of time by a manager, ranked the irrational use of telephones in first place. Poor preparation for a conversation, the inability to highlight the main thing in it, to express one’s thoughts concisely and competently, leads to significant (up to 20-30%) losses of working time.

1. Prepare for the conversation. Don't act impulsively - don't grab the phone as soon as the thought of calling arises. Be clear about the purpose of the conversation. Think about the content of the conversation. If necessary, record the list of questions on paper. Remember about other questions that may be asked of the same person, so that in an hour you don’t have to bother him again. Anticipate the interlocutor's possible reaction to your information.

2. Speak concisely. A conversation lasting more than 5-6 minutes should be an exception in your practice. To save time, adhere to the following rational composition of a telephone conversation.

Mutual introduction (0.5 min.).

Introducing the interlocutor up to date, informing about the purpose of the call (up to a minute).

Discussion of the circumstances, the essence of the matter, achieving the goal of the conversation (up to 2-4 minutes). One of your time-saving techniques is “closed” questions, which require monosyllabic (“yes,” “no,” “I don’t know”) answers from the interlocutor. Ending the conversation, saying goodbye (0.5 minutes). Try not to allow the interlocutor to deviate from the topic of conversation, tactfully return him to the purpose of your call.

3. Start the conversation by introducing yourself and your organization - both when you call and when they call you. If your interlocutor has not introduced himself, if necessary, it is quite appropriate to politely ask who you are talking to. It is more convenient to do this either at the beginning or at the end of the conversation.

4. Try to listen to your interlocutor and do not interrupt him. At the same time, do not remain silent for a long time and confirm your participation in the conversation with some short, neutral remarks. Otherwise, your interlocutor may fear that the connection has been interrupted. If a disconnection actually occurs, then follow the rule: the one who called calls back.

5. Talk on the phone at the same volume level as in a face-to-face conversation. Loud telephone speech is often less intelligible because the microphone and telephone settings are set for normal, average volume levels. Do not start shouting if you can hear your interlocutor: it is quite possible that he can hear you well.

6. If you receive a call while you are talking with a visitor (employee), your actions may be as follows:

You can ask the caller to wait a little without hanging up (if your face-to-face conversation is close to ending and someone younger in age or position is calling you).

You can ask to call in a few minutes.

You can write down his phone number and call back at a time convenient for both of you.

7. Keep a pen and paper near your phone. To avoid missing important details of a conversation, train yourself to take notes either as the conversation progresses or immediately after it ends.

8. The initiative to end the conversation belongs to either the caller or the senior speaker. Try to observe people talking on the phone, analyze their conversations from the point of view of brevity and tact. It can be very helpful to listen to a few of your regular phone conversations. Not every time is suitable for frequent phone conversations. You should not call a friend’s apartment early in the morning, late in the evening, and especially at night. On private matters, you should not contact your acquaintances for work and, conversely, do not disturb him at home on official matters. Only very close people can be congratulated over the phone and inquired about the health of a sick person. Expressing condolences over the phone is completely unacceptable. And, even if they call you twenty times a day about the same issue, you should be patient and answer the calls politely and correctly. The duration of the conversation - especially long-distance or international - should be kept to a minimum, all introductory words should be excluded. It is estimated that during a telephone conversation, one third of the time is spent on pauses. Therefore, it is necessary to use pauses as little as possible. The telephone is not used when solving complex and important issues, because a conversation in absentia can cause irreparable damage to the grandfather. It is impolite to resolve certain matters over the telephone that require personal presence.

CONCLUSION

Before summing up the above, it is necessary to learn one more truth (by the way, it is suitable for all occasions): learning something without studying is a hopeless matter!

You should always remember the words of the French proverb: “To become a blacksmith, you must forge!”

Not a single book, not a single guide will give you specific knowledge about yourself, about your abilities - they must be studied, learned in practice, revealed in practice. Research shows that the decisive condition for success is internal factors, which largely depend on one’s own self.

I think that to some extent, this set of ethical and psychological laws, techniques, and advice will help you to know yourself. It is important that you understand how important it is to educate yourself, to improve your personality.

Speech culture is the ability to choose and appropriately use only that word, the only and important one, which in this case will convey your thought more clearly and vividly. None of the dictionaries is or can be exhaustive (after all, the language continues to develop). Each of them, of course, has its own shortcomings and omissions, but together dictionaries turn out to be an absolutely irreplaceable source in the study of our native word - in its most varied manifestations and, above all, in the sense of being a reflection of the culture of the people, their spiritual aspirations and the people's view of world.

And it is quite natural, therefore, that after we understood how complex the life of language and the norms in it are, how the word sounds in the mouths of our youth, how it is now used in society. And how the struggle for the purity of the Russian language should be waged is a great asset not only for the Russians, but also for the entire Russian people, who today have chosen the Russian language as a means of interethnic communication.

Glossary:

1. Ethics is a set of principles of human behavior.

2. Communication is a complex activity involving at least two partners. This is an exchange of information, mainly intellectual and logical.

3. Business etiquette is a form of business communication that helps navigate repetitive situations.

4. Rhetoric - translated from Greek - the theory of eloquence.

5. Conversation is a method of obtaining information based on communication with people.

6. Culture is a set of material and spiritual values.

In modern speech practice; contributes to the improvement of the modern Russian literary language, taking into account the diverse social functions. 2. Culture of speech and its impact on the ethics of communication 2.1 Characteristics of the concept of “culture of speech” Speech is the activity of communication - expression, influence, message - through language, a form of existence of consciousness (thoughts, feelings, experiences) ...

And the creative work of the Russian people, first of all generations of Russians and all Russian figures of science, politics, technology, culture and literature, was polished - the Russian language became a highly developed, rich, revealed in its potential, orderly, stylistically differentiated, historically balanced language, capable of serving everything needs - not only national, but also...

The attentive attitude to the purity of speech in the language of the media is explained by the enormous influence that the printed word, and especially the spoken word on television, has on a mass audience. Journalistic speech shapes the speech culture of the entire society. That is why philologists, cultural figures and, in general, all people concerned about the future of the language and the moral state of society...

The audience stops, mesmerized by the power of the characters' gaze. Speech determines many psychological threads leading to the state and communicative intentions of the interlocutors, to the priorities of modern society as a whole. Speech culture is understood as mastery of the norms of the literary language in its oral and written form, in which the selection and organization of linguistic means is carried out, allowing...

To establish normal relationships between people, the culture of communication is of great importance. It assumes:

1. The ability to understand other people and correctly evaluate their character, actions, and relationships.
2. It is correct and at the same time sufficiently emotional to respond to the behavior of people around you and their condition.
3. Possess the necessary “skills” of communication, be able to use them depending on the “individual characteristics” of those with whom you communicate.

A culture of communication presupposes the presence of certain character traits, such as respect for people, goodwill, sincerity, tolerance, etc. The Danish poet Piet Hein said well about tolerance:

Tolerate. And believe - everything in the world
beautiful -adults and children,
cats, dogs and bears,
and colleagues and neighbors.
Tolerance -Our mutual chance
because someone also tolerates us.

The culture of communication also involves the development of such special traits as politeness and tact.

Politeness - a character trait, the main content of which is the habit of observing certain rules of behavior in various situations of human communication, maintaining decency.

Tactfulness presupposes not only knowledge and observance of decency, but also a sense of proportionin relationships between people, the ability to quickly and accurately correlate one’s behavior with a specific situation.

There is one character trait that we often expect from others, but much less often demonstrate ourselves: compliance. The correct balance of compliance and adherence to principles is the key to normal relationships.

The culture of people’s communication is closely related to the extent to which they have developed certain specific skills and communication skills.

These skills include the following. First of all, this is a person’s ability to change his first impressions of another when meeting him. In most cases, these first impressions arise on the basis of rather limited information - we do not yet know what our new acquaintance is “really” like, but only see what he looks like. Therefore, a person’s appearance - physical appearance, demeanor, clothing, hairstyles matching fashion, specific turns of speech - significantly influences the nature of our first attitude towards him. They meet you by their clothes, they see them off by their intelligence. However, the ability to move from “clothes” to “mind” in assessing a person is not common to everyone.

Scientists involved in the study of problems associated with the perception and understanding of a person by a person believe that the standards of appearance that arise as a result of first impressions are a kind of “trigger mechanisms” for the process of interpreting a person’s character. As a result, so-called “evaluative standards” are formed, or"evaluative stereotypes"that is, a certain set of qualities that a person attributes to the person being known. These stereotypes, or standards, arise under the influence of both a person’s own experience and those social norms that he learns through training, upbringing, and exposure to the media.

A person’s perception and understanding of a person is greatly influenced by certain installation. This influence was clearly demonstrated in experiments conducted under the guidance of psychologist A. A. Bodalev. Thus, several groups of subjects were shown the same photographs of unknown people, but with different attitudes, for example, a photograph of a young man in some cases was accompanied by the attitude “hero”, in others - “criminal”. The subjects had to give “verbal portraits.” The impact of the installation can be judged from the following excerpts from “verbal portraits” of the same photograph:

“The man is degenerate, very embittered. Untidy and unkempt. One might think that before becoming a criminal, he was an employee or an intellectual. A very evil look” (attitude - criminal).

“Very strong-willed person. Eyes that are not afraid of anything look from under their brows. The lips are compressed, one feels spiritual strength and resilience. Proud facial expression” (attitude - hero).

For comparison, here is an excerpt from the protocol of a person on whom the setting set in the experiment had no influence: “An oblong face with large features, frozen in strong tension, large protruding lips (especially the lower ones) tightly compressed. The gaze is turned upward. The eyes are light and round. The hair is scattered over the head like a cap. The face is turned to the left” (the setting is a criminal).

Each person has stereotypes that are different in content, objectivity, generality, schematized, standard images of a person as a representative of a certain social, professional, national and other groups. Everyone knows the image of a scientist that was widespread in the past: an absent-minded eccentric, helpless in the little things of everyday life, etc. And nowadays there are many social stereotypes that distort our idea of ​​the character and characteristics of a particular person. If in some cases they help communication (or, at least, do not have a decisive influence), then in other cases they can significantly distort the idea of ​​another person, preventing them from correctly understanding and appreciating him. Apparently, it is still worth listening to the opinion of A.I. Herzen, who believed: “...Nothing in the world can be more limited and inhuman than the wholesale judgments of entire classes - according to the inscription, according to the moral catalog, according to the main character of the workshop. Names are a terrible thing."

In general, it should be said that the ability to enter into communication without bias is an essential aspect of communication culture. M. Gorky advised: “Never approach a person thinking that there is more bad than good in him.”Communication usually reveals the nature of a person’s relationship to other people. Suspicious and unfriendly people find it difficult to be in the company of others. And, on the contrary, those who see good in people (not absolutely in everyone, of course), even sometimes unnoticeable ones, have a greater chance of counting on a positive response. Moreover, it is important to understand -By treating a person well for the good that is in him, we gradually make him actually better.A.S. Makarenko also bequeathed to approach even the most broken person by circumstances with an “optimistic hypothesis.”

The culture of communication presupposes that a person does not impose his tastes, habits, preferences on another. Each of us gradually develops our own beliefs about what a person should be, what qualities and actions we consider the most significant. From this point of view, we consciously and unconsciously evaluate not only ourselves, but also other people. Some of these views are truly fundamental; it is necessary to observe them in life and in relationships with others. However, most often, disturbances in relationships even between close people appear due to the fact that too much importance is attached to unimportant details: which road to take, a good or bad movie, etc. Respect for other people’s habits should be formed from childhood.

For a culture of communication. it matters a lot which relationship styleis established between people: authoritarian, when “power” in communication belongs to one person, or democratic, when everyone has equal “rights” in communication. In friendly, comradely or friendly pairs (groups), relationships can develop according to the “leader-follower” type. As a rule, a leader is a person who is either more informed, knowledgeable, or more “skilled” (instrumental leader), or has greater organizational abilities. In all cases, this is a more active person who takes on more responsibilities or responsibilities. A follower is a person who is less active, but often more emotionally developed, more sensitive and attentive. However, the authoritarian style is characterized by manipulation by the leader of his followers, while in the democratic style, each person in the team is protected by equal rights.

Some scientists, characterizing the features of interpersonal relationships, introduce such a concept as "rhythm of communication". Thus, A.I. Titarenko believes that the need for communication has its own rhythm, its own differences in intensity: “Many moral qualities of an individual depend on the ability to correctly express this rhythm - one’s own and that of other people with whom communication occurs. Intrusiveness and isolation, unsociability - as moral and psychological characteristics of people's relationships - largely depend on the rhythm of communication in which they find themselves.”

For a culture of communication, it is of great importance that people have such a quality as delicacy, which is deeper than just a person’s upbringing.

A teacher can discuss with students the following moral “task”, once proposed by A.P. Chekhov: “Suppose a woman with tear-stained eyes enters a room where a group of friends is sitting. What would a cultured person do in this case?.. And what would not only a cultured, but also a sensitive person do?”

For the culture of communication, a certain way of expressing feelings of gratitude, sympathy, condolences, etc., corresponding to the accepted one in a given society, is also important. It is important, of course, to empathize and sympathize with another, but it is no less important that this other can guess about your feelings.

The writer M. Roshchin said very well about a real, intelligent culture of communication:

Communication culture is knowledge, skills, and abilities in the field of organizing human interaction and interaction itself in the business sphere, which allows you to establish psychological contact with business partners, achieve accurate perception and understanding in the communication process, predict the behavior of business partners, direct the behavior of business partners to the desired result .

The culture of communication is based on generally accepted moral requirements for communication, inextricably linked with the recognition of the uniqueness and value of each individual: politeness, correctness, tact, modesty, accuracy, courtesy.

Politeness is an expression of respect for other people, their dignity, manifested in greetings and wishes, in voice intonation, facial expressions and gestures. The opposite of politeness is rudeness. Rude relationships are not only an indicator of low culture, but also an economic category. It is estimated that as a result of rude treatment, workers lose on average about 17% in productivity.

Correctness is the ability to behave within the bounds of decency in any situation, especially conflict situations. Correct behavior is especially important in disputes, during which the search for truth is carried out, new constructive ideas appear, opinions and beliefs are tested. However, if the dispute is accompanied by attacks against opponents, it turns into an ordinary quarrel.

Tactfulness is also one of the important components of communication culture. A sense of tact is, first of all, a sense of proportion, a sense of boundaries in communication, exceeding which can offend a person and put him in an awkward position. Remarks about appearance or behavior, sympathy expressed in the presence of others about the intimate side of a person’s life, etc. can be tactless.

Modesty in communication means restraint in assessments, respect for the tastes and affections of other people. The opposites of modesty are arrogance, swagger, and posturing.

Accuracy is also essential to the success of business relationships. Without the exact fulfillment of promises made and obligations taken in any form of life, it is difficult to conduct business. Inaccuracy often borders on immoral behavior - deception, lies.

Courtesy is the desire to be the first to be kind, to save another person from inconvenience and trouble. Poletukhin Yu.A. Professional ethics of police officers. - Chelyabinsk, 2001.p. 184.

A high level of communicative culture is determined by the presence of the following personal qualities in the subject of communication:

• v empathy - the ability to see the world through the eyes of others, to understand it the same way as they do;
• v benevolence - respect, sympathy, the ability to understand people without approving of their actions, willingness to support others;
• v authenticity - the ability to be oneself in contacts with other people;
• v specificity - the ability to talk about one’s specific experiences, opinions, actions, willingness to answer questions unambiguously;
• v initiative - the ability to “go forward”, establish contacts, readiness to take on something in a situation that requires active intervention, and not just wait for others to start doing something;
• v spontaneity - the ability to speak and act directly;
• v openness - willingness to open your inner world to others.

A person’s communication culture consists of two parts: internal and external. moral communication ethics communicative

Internal culture is the knowledge, feelings and skills that underlie human life (education, developed intelligence, virtue-morality, professional training).

External culture is a culture of behavior, a culture of direct contact, communication with people and the environment. External culture is born at the intersection of a person’s internal culture with the environment.

External culture in some cases may not be related to internal culture or even contradict it. A cultured and efficient person can be simply ill-mannered. And, on the contrary, an outwardly educated person can be empty, immoral, without deep inner culture.

External culture is relatively independent from internal culture. Voltaire said: “Etiquette is reason for those who do not have it.” And he is right in many ways. You can know the rules of etiquette well and follow them, but at the same time do not have the appropriate internal culture, including developed intelligence.

External culture is called differently: a culture of behavior, etiquette, good manners, good manners, good manners, culture... This suggests that, depending on a specific task, people focus on one aspect of external culture: most often either on knowledge of the rules of behavior and their observance, or on the degree of taste, tact, skill in mastering external culture.

External culture consists of two “parts”: that which comes from public opinion (various generally accepted rules, etiquette) and that which comes from a person’s conscience (delicacy, tact, taste, manners).

There are rules of conduct at different levels:

• 1) the level of universal rules adopted in modern society;
• 2) the level of national rules or rules adopted in a given country;
• 3) the level of rules adopted in a given area (in a village, city, Moscow);
• 4) the level of rules adopted in one or another social stratum (among workers, among the intelligentsia, in high society, etc.).
• 5) the level of rules adopted in a particular professional community or public organization (medical workers, lawyers, police officers, military, civil servants, members of a particular party...)
• 6) the level of rules adopted in a particular institution (educational, medical, government, commercial...)

If we talk about what comes from a person’s conscience, then here you can also observe a wide variety of types of behavior: delicacy and rudeness, good and bad manners, and good and bad taste.

A person may not know certain rules of conduct accepted in a given community. But if he has a developed intellect and a developed conscience, then he can to some extent compensate for this ignorance with instinct, intuition, based on innate or acquired delicacy, tact, and taste.

There are very complex relationships between rules and internal regulators of behavior. They are opposite as internal and external, typical and individual, and at the same time “work” in the same direction.

When communicating, a person involuntarily monitors the behavior of the interlocutor. It is important where and how he looks. Wide open eyes express interest, curiosity, and attention. Slyly narrowed eyes are a sign of doubt and mistrust. If the interlocutor feels awkward or embarrassed, he tries to look away.

But not only the expression of the eyes helps to understand the reaction and state of both the listener and the speaker. For example, the interlocutor, after listening, hopelessly waved his hand. He could have expressed his attitude verbally, that is, with the words: “Nothing will work out!”, “The situation is hopeless!”, but he made the appropriate gesture and that said it all.

Gestures, eye expressions, facial expressions, posture, body movements are non-verbal means of communication. Facial expressions allow us to better understand our opponent and figure out what feelings he is experiencing.

For everyone participating in a conversation, on the one hand, it is important to be able to “decipher” and “understand” the facial expressions of the interlocutor. On the other hand, it is necessary to know to what extent he himself masters facial expressions, how expressive it is.

Therefore, it is recommended to study your face, to know what is happening with the eyebrows, lips, and forehead. If you are used to frowning your eyebrows, wrinkling your forehead, or curling your lips in a smile, then try to unlearn this. To make your facial expressions expressive, systematically pronounce several phrases of varying emotionality (sad, cheerful, funny, tragic, contemptuous, friendly) in front of the mirror. Watch how your facial expressions change and whether they convey the appropriate emotion.

In addition to facial expressions, when talking, people involuntarily gesture. We can’t even imagine how many different gestures a person makes when communicating, how often he accompanies his speech with them. And here’s what’s surprising: language is taught from childhood, and gestures are acquired naturally, and although no one first explains or deciphers their meaning, speakers correctly understand and use them. This is probably explained by the fact that the gesture is most often used not on its own, but accompanies the word, serves as a kind of support for it, and sometimes clarifies it.

The main indicators of communication culture include:

• v vocabulary (excludes offensive words (obscene), slang words, dialectisms);
• v vocabulary (the richer it is, the brighter, more expressive, more varied the speech, the less it tires listeners, the more impressive, memorable and captivating it is)
• v pronunciation (the norm of modern pronunciation in Russian is the Old Moscow dialect);
• v grammar (business speech requires compliance with general rules of grammar, as well as taking into account some specific differences; in particular, the central place in business speech should be occupied by nouns, not verbs).

There are several types of etiquette:

I. Court etiquette is a strictly established order and forms of behavior at the courts of monarchs. Currently used in the courts and in secular society of countries with a monarchical form of government.

• 2. Military etiquette is a set of rules, norms and behavior generally accepted in a given army by military personnel in all spheres of their life and activities in units, on ships and in public places.
• 3. Diplomatic etiquette - rules of conduct for diplomats and other officials in relations with each other and at various official diplomatic events (receptions, visits, presentations, negotiations, meetings of delegations, etc.).
• 4. General civil etiquette is a set of rules, traditions and conventions observed in communication between private individuals of a given society.

Most of the rules of general civil and diplomatic etiquette are identical or coincide to one degree or another. However, among diplomatic and official circles, strict adherence to the rules of etiquette is given great importance.

Representatives of the business community must not only know the rules of etiquette well, but also strictly observe them in practice.

It is with regret that we have to admit that in modern Russia, in everyday life, etiquette is not held in special esteem. This applies not only to behavior in public places, transport, everyday life, but also at work. A clear confirmation of this is the behavior of people's representatives in the highest bodies of state power. It seems that rudeness and unbridledness, mistakenly called looseness, are becoming signs of modern “good form.”

Such disregard for etiquette causes great damage to the business, for example, an awkward manner of dialogue with a business partner, the inability to conduct a business conversation over the phone, and reluctance to respond to business letters. Meanwhile, a qualitative change in the life of society forces us to learn civilized manners of communication. The destruction of the “Iron Curtain” and the entry of a huge number of citizens of the former USSR into the sphere of international communication require that this communication be effective, which means that it must be subject to certain rules that were not invented by anyone, but developed, as already mentioned, by the experience of many generations .

People who know diplomatic etiquette firsthand usually have one-sided, simplified and even distorted ideas about it. Most often, the most difficult skill is considered to be the “super complex” ability to use various forks and knives at the table.

But even if we take this not the most typical example, it only demonstrates the usefulness of the protocol: firstly, it is quite obvious that it is more convenient to eat soup with a large spoon, and, say, ice cream with a small one. As for the fish knife, cutting meat with it is not convenient. Secondly, if everything is done according to the protocol, then there are no difficulties in choosing a knife or spoon, because they are in a certain order, corresponding to the order in which the dishes are served, so it is difficult to make a mistake even with your eyes closed.

Many aspects of diplomatic protocol are important not only for professional diplomatic activities, but also for those cases where its application can be useful for communication both in various fields of activity and in informal contacts.