Social roles in communication business etiquette. Social roles and speech behavior of business partners. Traditions of parliamentary eloquence in Russia. It is important here how partners will behave in a conflict situation, what psychological techniques and speech means
Compliance with the ethics of business communication is the basis of a successful team. Relationships built on the rules of professional ethics and mutual respect create a comfortable working atmosphere and support motivation in the team.
The article presents the basic principles of business communication ethics, tips and rules that will be useful to both employees and managers.
To control oneself so as to respect others as oneself, and to treat them as we would like to be treated, is what can be called philanthropy.
Confucius
What it is?
Business communication, like any other, needs regulation. Business communication etiquette is a set of open and unspoken rules for those who have to work together every weekday.Without regulated norms, business communication turns into a messy exchange of information. Each person in his own way perceives the world around him, his colleagues, leaders and subordinates.
So that a different worldview does not interfere with work and does not force everyone to speak different languages, it is important to observe the etiquette and culture of business communication. This applies to both relationships within the same team and external contacts (between employees of different departments or branches, between an employee and a client).
Rules and basic principles of business communication ethics
The ethics of business communication is primarily practical purpose. Its observance greatly simplifies the work of the entire team as a whole and each employee in particular, since it is easier and faster to act according to generally accepted patterns. At the same time, employees will know what to expect from each other. Such a step helps to increase overall productivity, saving employees from thinking like “What did he mean?”. The second task of business ethics- to create a working atmosphere in the team, in which all the time is devoted to the cause, and the allotted hour is given to fun. Moral comfort plays a greater role in life than physical comfort, and due to the observance of business ethics, employees will always feel comfortable in terms of job satisfaction.
Moreover, the moral side of the action of business ethics also affects productivity: an employee who feels comfortable in the workplace will be more committed to the company, will strive to do his job better. A pleasant atmosphere, achieved through the observance of ethical principles of business communication, makes employees strive for excellence in their work.
We offer for viewing a video review of the 5 basic rules of etiquette in business communication according to D. Carnegie:
The main types of business communication
There are three main types of business communication, they are based on the generally accepted hierarchy within the team.
So, business communication can take place:
- "Top down";
- "Upwards";
- "Horizontally".
It is important to be correct in relation to employees, colleagues from other companies and clients with whom you work. This, for example, implies that it would be unethical to ask the interlocutor about his personal affairs, especially about problems, just because you are interested.
General rules for all apply to telephone business etiquette. "Hello" or "yes" is not an appropriate greeting for a business person. You should politely introduce yourself, name your position, the name of the company, department.
When talking on the phone, you need to be careful, if you are talking to a person for the first time, be sure to remember his name and patronymic and contact them. Your thoughts should always be expressed clearly, concisely. If, for good reasons, you cannot keep up the conversation, you must apologize to the interlocutor and offer to contact him later.
Communication "boss-subordinate"
The boss is "above" the subordinate
Or top to bottom. Any good leader should try to create a comfortable atmosphere in the team. It is the self-discipline of the leader that is the most powerful motivator and example for subordinates.
Therefore, it is important for people holding leadership positions to observe the ethical rules of business communication in the first place.
Tip: The effective work of the entire company begins with the self-discipline of the leader. Only by learning to manage yourself can you manage other people. Familiarity, being late, postponing decisions "for later" should disappear from habits. All this will help strengthen your authority, win the favor of employees - everyone wants to strive for a brighter future for an ideal leader.
The leader is the one who manages the work process and gives orders.
You can do this in several ways, including:
- Order;
- Request;
- Question or request;
- Volunteer call.
Request is the most common form of command., especially if the team already has a fairly trusting working relationship. In response to the request, the employee, if necessary, can provide a comment. The leader can also present the request in such a way that it will be tantamount to an order, while maintaining a friendly tone.
Question usually given to those employees who have shown themselves to be competent and proactive people, the same applies to calling a volunteer.
Advice to the leader: it would be quite useful to study your subordinates in order to find out which of them adequately perceives questions. For example, a qualified subordinate who is enthusiastic about his job and who has earned the trust of the manager can give good advice on how to solve a particular problem. An employee who is not proactive and unscrupulous is more likely to see in the question the weakness of the leader and a reason to shirk from work.
Also, subordinates always appreciate justice. So the reward must always be adequate to the merit, just as the punishment is adequate to the failure. At the same time, the mistakes of employees should not be left completely unattended - such behavior can show the manager as inattentive or tell the employee that he can work carelessly, shirk and go unpunished.
Among other things, the boss must show his subordinates that he respects and appreciates their opinion and contribution to the common cause, and in this case he will achieve reciprocal loyalty.
Communication "subordinate-boss"
Of course, the rules of business communication must be observed by all subordinates. A good employee, like a leader, is interested in establishing and maintaining a comfortable atmosphere in the team, therefore, within the framework of the ethics of business communication, one of the tasks of a subordinate is to help the leader maintain it.
In no case should a subordinate try to manage his leader, this is a manifestation of disrespect, non-compliance with the hierarchy and, accordingly, a violation of the ethics of business communication. Subordination should always take place: you can express your opinion in the correct form, but you cannot tell the boss. By the way, in this case, the ethics of network communication is no exception. It may seem that some of the rules of ethics can be neglected in Internet correspondence, but this is not so. There is still a boss on the other side of the screen, and you need to behave with him accordingly.
It is not recommended to be categorical with the boss. It is not necessary to always agree with him, otherwise you may seem like a flatterer. But it's not worth arguing with management all the time. Here it is important to find a fine line and show that the subordinate respects the leader, has an inner core, and a strong character. Such employees are valued, they are trusted as loyal and reliable people.
I always ask helpers to share their difficulties; I always try to support them
of course, if they are willing to admit that they have problems.
J. Soros
If there is a senior management in the company, then it is not worth contacting him, bypassing the immediate supervisor. This is a direct demonstration of disrespect for the leader, so you can call into question the competence of the leader, which can negatively affect relationships within the entire team.
It would be reckless not to mention the main weapon of some employees is a lie. If an employee allows himself to lie in the workplace, promise to complete all tasks (with subsequent failure), talk about how he did something that he didn’t actually do, a rare manager will deny himself the pleasure of getting rid of such an assistant. Honesty and trust are the basis of business communication. By adhering to these principles, an employee can go even further than he planned, but if you try to be cunning, then you only have yourself to blame.
Communication "employee-employee"
In this case, first of all, you need to pay attention to what, in fact, determines the relationship between employees: their rights and obligations. They must be clearly distributed among colleagues, otherwise a conflict will inevitably arise. Everyone should mind his own business, even if he intersects with the rest of the employees at work.
Often there is a business rivalry or competition between employees, during which they try to achieve, for example, a promotion. Here it is necessary to understand that the transition to the individual is unacceptable. Respect must be valued above all else. The etiquette of business communication during a presentation, in particular, suggests that a colleague should not be interrupted or interrupted. All questions and objections can be expressed in the correct form after the presentation or during a specially designated for questions.
Also, one should not take on more than one can fulfill, one should not make promises that will not be kept. You need to adequately assess yourself, your capabilities, as well as the capabilities of employees.
Role behavior is defined this or that social role, which is understood as a dynamic characteristic of the status of a person or social group, as a way of behavior set by society. The role behavior of partners in business communication is determined by their position in the system of existing economic relations.
"Role"- a way of behavior determined by society. Its components: the basic psychological attitudes of our "I" and the expectations of other people.
Possible roles of a business person: subordinate, manager, colleague, negotiating partner, etc. A positive perception of reality in role-playing behavior is a process of directing efforts to solve emerging problems. Positive thinking is the rejection of useless experiences about far-fetched and not yet existing difficulties.
The basic psychological attitudes of your "I" are created in the process of fixing the most frequently repeated reactions to the surrounding reality. They include self-evaluation and our evaluation of those with whom we associate.
The main types of installations:
1. "I'm good - you're good." This is the most moral and productive attitude, since in most cases evil is caused not by intent, but by thoughtlessness, due to moral immaturity. People with this attitude know their worth and expect others to give them credit. They work and interact constructively.
2. "I'm good - you're bad." Such an attitude is characteristic of those who are not capable of creative self-affirmation. They shift the responsibility for their problems to others and, in case of failure, try to find the culprit among colleagues or subordinates. At the same time, imaginary self-affirmation is carried out at the expense of humiliation of others, which is immoral and ineffective.
3. "I'm bad - you're good." This attitude is typical for people with an inferiority complex who feel powerless compared to the people around them.
4. "I'm bad - you're bad." Such an attitude leads to self-decomposition of the personality, causes a feeling of hopelessness and loss of interest in any activity.
4. MAIN STAGES OF DEVELOPMENT OF THE TEAM.
At the first stage team development is dominated formal structure: employees get accustomed to each other, communicate in accordance with official behavioral characteristics, true feelings are hidden, goals and methods of work are not jointly discussed, collective work is practically absent.
Second stage The development of the team is characterized by a reassessment of the personal and business qualities of the leader, groupings within the team begin to form, opinions about colleagues are formed, and a struggle for leadership is possible. Discussing disagreements is more open, attempts are made to improve relationships within the team. At this stage, its informal structure is formed, the activities of the team members become more coordinated. At this stage there is group cohesion, which can be positive, negative or conformist.
With a positive direction employees show the best business and moral qualities, they are proud of belonging to this team, the emerging issues are resolved in a businesslike, energetic and creative way.
With a negative orientation, most of the energy of employees is spent on participating in conflicts between informal and formal leaders, clarifying relations with other units. Production problems are relegated to the background.
Conformist orientation is distinguished by a purely external, feigned interest of employees in the results of labor activity, indifference to collective efforts. The scope of their interests is outside the team: in social and political activities, family, personal matters.
Methods for measuring the degree of team cohesion:
1) the respondent is asked to evaluate the intensity of one of the 20 signs, divided into 10 polar pairs, on a three-point scale;
2) team members are offered a set of 20 personal qualities closely related to business communication, from which they must choose 5 qualities necessary for effective joint activities.
Practice: "Ethics of business contact".
(situations 1-7).
1. How should a man accompany a lady going down (up) the stairs?
1. A man should go up the stairs one step below the lady, as if insuring her from falling: going down - a little ahead, going up - a little behind. On the escalator, it should also be located one step below the companion.
2. Should a man always let a woman through the door ahead of him?
2. Not always. When accompanying a woman, a man should enter the elevator first, as if checking its reliability. The same applies to the entrance to the escalator.
3. A meeting with a high-ranking leader is scheduled for 13.00. What time do you plan to show up at his waiting room?
3. As we have already said, you should never appear minute by minute, you need to come with a small margin of time. What is this reserve for an important visit?
First of all, you need to remember: the leader has the right to invite to his place a few minutes earlier than the appointed time. Having been released a little earlier, he usually wonders if anyone is expecting him, because it is difficult to do something in a few free minutes that have appeared. If you are not there, he will take care of something else, and you will have to wait. It may take a few minutes to clean yourself up, visit the toilet. Thus, the following rule follows from the above: For an important visit, you must arrive no later than 10 minutes before the appointed time.
4. Tea was brought during a business conversation. You dropped a teaspoon on the floor. Your actions?
4. A teaspoon that has fallen during a business conversation is not picked up. Taking a spoon from the floor, you seem to show that tea drinking is more important for you than conversation. Moreover, having lifted the spoon from the floor, you still will not use it.
5. One of the participants in the business meeting sneezed. What is your reaction?
5. In contrast to everyday ethics, where they say “Be healthy” to a sneezing person, “they don’t notice a sneeze” during business contacts. The principle already known to us works: “Do not focus on circumstances that are losing for the partner.” Illness is also a losing circumstance.
6. A young girl got up from her seat, giving way to a woman of about 45: "Sit down, please." She is offended: “I’m not that old to be inferior to me.” Would you have acted differently in the place of this girl?
6. In her own words, the girl focused on a losing circumstance for a woman - her age. At the same time emphasizing his upbringing. The courtesy should not show your advantages over others. Correct action: get up silently (as if you are about to leave). Thus, without attracting attention, give the opportunity to sit down to another.
7. Two unfamiliar business people (of the same sex, age, position) approached the elevator door at the same time. The call button is pressed before them; the door opens - there is room in the elevator for only one of them. Both are in a hurry, late. Which one has the advantage, the right or the left?
7. Other things being equal, the advantage to pass first is given to the one on the right. Similar to the well-known rule of the road "obstruction on the right"
Business communication etiquette is a set of moral rules, norms, ideas that regulate relations, as well as the behavior of individuals in joint production activities. Etiquette of business communication is a necessary part of human life, as well as the most important type of relationship with other individuals.
The main regulators of relations are ethical norms, which express ideas about evil and good, injustice and justice in people's actions. Communicating with his boss, subordinates, colleagues, a person spontaneously or consciously relies on the etiquette of business communication. Depending on the understanding of moral norms, the content and degree of etiquette, an individual can make business communication effective, solve tasks, achieve goals, or vice versa, make it impossible.
Etiquette translated from French means a set of rules of conduct that relate to people (forms of address, behavior in public places, treatment of others, greetings, clothing, manner).
Etiquette of business communication is manifested at various levels of the social system, as well as in different forms. Participants in business communication are in official status and are aimed at achieving specific goals. Its distinguishing feature is the absence of self-sufficient meaning, since the etiquette of business communication does not act as an end in itself, but directly serves as a means to achieve other goals. In market relations, this is getting the maximum profit.
The peculiarity of business communication is due to the fact that it arises about or on the basis of a certain type of activity that is associated with the production, for example, of a business effect or product. At the same time, the parties to business communication act in official (formal) statuses that determine the necessary norms and standards (including ethical ones) of people's behavior. The specifics of business communication is the regulation, expressed in obedience to established restrictions, cultural and national traditions, ethical professional principles.
Speech etiquette in business communication is a complex process in the development of contacts between individuals in the service sector. There are "unwritten" and "written" norms of behavior in various situations of official contact. The accepted certain order, as well as the official form of circumvention, is called business etiquette. It forms rules that promote mutual understanding of people, and also creates convenience, practicality and expediency.
Business etiquette consists of rules: norms (horizontal) that apply between members of the team, as well as instructions (vertical) that are specific to the leader and subordinate.
A general requirement of speech etiquette in business communication is considered to be friendly, as well as a precautionary attitude towards all employees, partners, regardless of antipathies and sympathies. The regulation of business interaction is noted in attention to speech.
Speech etiquette in business communication is the norms of linguistic behavior developed by society, typical ready-made formulas that allow you to organize etiquette situations, requests, greetings, thanks, such as “be kind”, “hello”, “pleased to meet you”, “let me apologize” . Sustainable structures are selected taking into account psychological, social, age characteristics.
Speech etiquette in business communication involves establishing contact between people, exchanging certain information to build joint activities, and cooperation.
There are the following stages in business communication:
Establishing contact, including acquaintance, as well as understanding of another person;
orientation in the current situation of communication, as well as its comprehension with pauses;
discussion of the problem;
solution;
exit from contact (completion).
Official business contacts are based on partnerships, built on mutual requests, as well as on the needs and interests of the business. With direct contact, namely direct conversation, oral as well as non-verbal communication is of greater importance. Telephone messaging or conversation are common forms of communication.
Business communication etiquette is a real art, which is impossible to master right away. Compliance with norms, culture, rules of conduct will have a paramount role in moving up the career ladder. If you are an up-and-coming specialist, as well as the face of the company, then think and imagine yourself as part of a team. The greeting “hello” in everyday life means: “I am disposed to maintain a relationship”, but the absence of this etiquette is read as a lack of desire to maintain a relationship. Therefore, the norm is the greeting of customers, employees, visitors, both at the beginning of the conversation, and in the absence of intentions to enter into verbal contact.
In business communication, speech etiquette is a set of speech etiquette means, as well as certain rules for their use in various situations.
Business communication etiquette includes the following important points:
You must not be late for business meetings;
reception of guests involves careful preparation (development of a negotiation plan, discussion with colleagues);
corresponding strict appearance;
it is important before the meeting to collect information about those with whom you meet, to think over all the questions of interest.
The protocol includes a greeting, introduction, address, as well as a handshake. If you don't already know each other, please introduce yourself. According to the protocol of business communication, the head of the host party is the first to appear, then the head among the guests. Then they introduce the rest of the employees. If a large delegation has arrived, then name-calling is avoided by presenting lists of participants, where participants are indicated by name and position.
At a business meeting, the junior in position is always introduced to the senior, gender does not play a role; if you had to meet with a partner before, then you need to introduce yourself again. If someone has not introduced himself, you can safely ask him about it, but do not ask again. It is necessary to memorize the names immediately so that there are no awkward situations. A handshake at a business meeting is used as a sign of an agreement, and it is also used immediately after the words of greeting. When introducing you to another person, he is the first to extend his hand to you. A handshake is done with the right hand, if it is busy, they serve the left, but after apologizing.
The handshake initiative comes from the eldest and from the one who has a higher position. A woman is given the right to decide whether to give her a hand or not. According to etiquette, she is the first to give a hand for greeting. Approaching the group and shaking hands with one of the members, you must do the same with everyone. Oral greetings are limited if the group is large. If the outstretched hand for a handshake is not answered with a handshake, then this is regarded as an insult.
Ethics is a philosophical science, the subject of which is morality. The practical significance of ethics is noted in the sphere of human communication, and communication between people is an important component in the process of joint activity. The joint activity of people in relation to morality cannot be neutral. Compliance with the etiquette of business communication is the most important component that will determine success in business and in entrepreneurial activities, career advancement. Psychologists note that success in financial affairs or in the technical field is fifteen percent dependent on professionalism and eighty-five percent on the ability to conduct business communication.
Jen Yager, PhD, points out six principles of business etiquette:
1. Punctuality, timely performance of work;
2. Confidentiality (keeping the secrets of the corporation or the personal life of colleagues, the results of the transaction);
3. Friendliness, courtesy, goodwill in any situation; showing attention to others (to colleagues, boss, subordinates);
4. Respect for the opinions, criticisms, and advice of colleagues, subordinates and superiors (when expressing doubt about the quality of your work, show that you value the experience and considerations of other people);
5. Compliance with the dress code - code of clothing;
6. Control of your speech, the absence of swear words in speech.
Ethics and etiquette of business communication should be based on the moral qualities of the individual, as well as the categories of ethics: truthfulness, honesty, generosity, modesty, dignity, duty, conscience, honor, giving business relations a moral character.
The etiquette of a business meeting during lunch includes the following points:
Appointment of a meeting in an office or restaurant near the office of the invitee;
the initiator of the meeting reserves a table;
it is important to inquire in advance about the tastes and preferences of the dinner participants;
if you don’t know your gastronomic preferences, then find out the restaurant’s menu: how rich is the choice of meat and vegetable dishes;
a table is booked in a non-smoking room;
the initiator of the meeting arrives at the restaurant 15 minutes earlier;
the choice of dishes is limited to familiar dishes;
if the meeting is scheduled in the office, then it is held in the conference room or meeting room;
such lunch is served by the ordered personnel;
the main purpose of the dinner is a business conversation, which begins with general phrases, gradually moving on to the topic;
at this informal meeting, jokes, touching on abstract topics will be appropriate, but correctness and tact in everything are required.
Telephone etiquette in business communication
During telephone conversations, etiquette in speech plays an essential role, since the interlocutor does not see, but only hears you. It is important to monitor the volume of speech, clarity, speed, and also observe the following rules: the call should be answered no later than 3 beeps. In the event that you call yourself, then hang up no earlier than 5 beeps.
A greeting should sound at the beginning of the conversation. Before starting a conversation, find out if it is convenient for the interlocutor to communicate now. In case of refusal, specify when you can call back. Ends the conversation, and also calls back after interrupting the phone call by the initiator. If your call is on behalf of a third party, for example, you are a secretary, then name on behalf of which company you are calling and succinctly state the topic of the upcoming conversation. If you yourself are a third party and you are asked to be connected, specify the purpose of the conversation.
Make all personal calls outside business hours. Promised to call back - be sure to call back. Watch your tone of voice, do not chew during a conversation. Let the interlocutor complete his speech. Do not cross talk with other people during telephone conversations. If the connection is of poor quality, then it will be right to continue the conversation after a while. In this case, either party can initiate the end of the call.
1.2 Business etiquette.
Business etiquette is a set of norms of behavior developed by many years of international practice of business communication.
Business etiquette is the accepted order and form of treatment 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 of people.
Ethics (from Greek - custom, temper) is the doctrine of morality, morality. The term "ethics" was first used by Aristotle (384-322 BC) to refer to practical philosophy, which should answer the question of what we must do in order to perform correct, moral actions.
Business etiquette is richer in content, since it belongs to this category as special to general. Domestic start-up businessmen miss out on many profitable deals, especially with foreign firms, due to the fact that they do not know the rules of business etiquette. The rules of etiquette 1 , dressed in specific forms of behavior, indicate the unity of its two sides: moral and ethical and aesthetic.
The first side is an expression of a moral norm: precautionary care, respect, protection.
The second side - aesthetic - it testifies to the beauty, elegance of forms of behavior.
Etiquette is a historical phenomenon. The rules of human behavior changed with changes in the living conditions of society, a specific social environment. Etiquette arose during the birth of absolute monarchies. To adhere to certain rules of conduct 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, the implementation of its rules. Etiquette has always performed and performs certain functions.
For example, division according to ranks, estates, nobility of the family, titles. The rules of etiquette in the countries of the Far and Middle East were especially strictly observed and are still observed. In Russia at the beginning of the XVIII century. western etiquette began to take root. Clothes, manner 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, sometimes cruelly, monitored by Tsar Peter I himself. Violations of them were severely punished.
Social progress contributed to the interpenetration of the rules of conduct, the enrichment of cultures. The world was getting tighter. The process of mutual enrichment with the rules of conduct made it possible to develop a mutually acceptable etiquette recognized in the main features, fixed 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 in 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 and businessmen. Profit has been and remains above all differences of national character, social status, psychological characteristics. These differences were subject to the etiquette of the country of interest to the businessman. Obedience to the rules of the game of 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 implies, first of all, a deep respect for human individuality.
The social role that this or that person plays should not have a hypnotic effect on the business partner.
A cultural entrepreneur should equally respect an ordinary technical worker of a ministry, a president of a company, a firm, that is, show sincere respect to everyone.
A culture of behavior in business communication is unthinkable without observing the rules of verbal (verbal, speech) etiquette associated with forms, manners of speech, vocabulary, that is, with the entire style of speech adopted in the communication of this circle of business people. In a business conversation, one must be able to answer any 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 turns of the type: “Good luck to you!” "I wish you success."
In the speech etiquette of business people, complements are of great importance - 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, the 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 customers. 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 customers: the customer is the dearest and most desired person in your office (shop, 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 costume must be appropriate for the place and time. Since good clothes emphasize the elegance of a business person.
For business, etiquette means a lot. Clothing, behavior of an entrepreneur, manager - this is his calling card. They begin to form an opinion about the guest in advance, collecting information about him. The 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 in various modes of transport. A long journey is conducive to a leisurely conversation. You have to be able to lead it. First of all, one should not abuse the attention of fellow travelers, do not strive to take possession of all sides of the conversation as quickly as possible, do not be overly talkative: talkativeness is a sign of bad taste. The other extreme is isolation, a gloomy look, unsociableness.
Ethics of business communication "horizontally".
The general ethical principle of communication is “horizontal”, that is, between colleagues (leaders or ordinary members of the group). With regard to fellow managers, it should be borne in mind that to find the right tone and acceptable standards of business communication with employees of equal status. Here are some principles of ethical business communication between colleagues:
Do not demand any special treatment or special privileges from the other.
Try to achieve a clear division of rights and responsibilities in the performance of common work.
In relationships between colleagues from other departments, you should be responsible for your own department, and not shift the blame on your subordinates.
Don't make promises you can't keep. Do not exaggerate your importance and business opportunities. If they do not justify, you will be uncomfortable.
1.3 Classification of business meetings.
Business meetings are a type of labor organization 2 . There is a certain classification of meetings, which depends on the following main features:
By appointment:
making and making decisions;
clarifying and clarifying tasks for the implementation of previously adopted decisions;
summing up and giving an assessment of the decisions made earlier;
operational (dispatching).
According to the frequency (frequency) of the conduction:
regular;
periodic;
By 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 according to the list compiled for each meeting;
combined.
According to accessories:
public organizations;
administrative;
scientific and scientific-technical united;
1.4 Scheduling meetings.
Meetings have four stages:
Meeting preparation. The meeting begins by determining the thoroughness of its conduct. 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 alternatives to this form of work. These can be decisions of 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 setting the agenda. Here it is necessary to determine: the content of the problems discussed 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 - the organizers of meetings.
There are six groups of errors:
The main topic of the meeting is missing;
If there are several topics of the meeting, there is no provision for their precise delineation and appropriate analytical discussion;
Participants were not previously explained the essence of the problem under discussion;
The agenda includes issues of different volume and varied content, 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 deviate from it and consider spontaneously arisen side topics or any problem that exists in this enterprise all the time.
List of participants. The manager must carefully approach the formation of the list of participants, think about both quantitative and qualitative composition.
quantitative composition. The optimal number of meeting participants is considered to be the same as the number of employees actively participating in the discussion of the issue. At the same time, the main criterion is competence in the issues of the agenda. The most common mistake is to invite the largest number of participants that can fit in the meeting room, that is, the mass invitation.
Quality composition. Only those officials who are most competent in the problem under discussion should be involved in the meeting.
Appointment of the day and time of the meeting. The meeting is set aside one specific day per week. This allows its participants to correctly plan their working time and properly prepare for the meeting. Meetings are best held in the afternoon, according to the theory of biorhythms, it is known that a person has two peaks of increased efficiency during the working day: the first from 11 to 12 hours and the second between 16 and 18 hours. Meetings are most convenient to hold 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;
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 rooms for meetings. There are certain requirements for equipping such premises. For example, such a room should have good sound insulation, normal temperature and humidity, ventilation, comfortable furniture and office equipment.
The word "etiquette" comes from the French language ( etiquette). Etiquette This is the established order of conduct.
At palace receptions of King Louis XIV, guests were given cards with rules of conduct written on them. The cards were called labels, the word "etiquette" came from this name.
Etiquette arose during the birth of absolute monarchies. It was necessary to adhere to certain rules of conduct in order to exalt royalty, to consolidate hierarchies. So it was in ancient Egypt, China, Rome, the Golden Horde.
Business communication (in the process of labor, professional activity) occupies one of the leading places among the huge variety of varieties and forms of human communication. The centuries-old practice of business life convincingly indicates that its most important element is the moral principles and rules of people's behavior, as well as their speech culture.
Business communication etiquette- this is a system of moral norms and principles, rules and standards, rituals and traditions, customs and ideas that regulate the activities and behavior of people, their speech culture in the field of business relations.
Business Etiquette- this is the established order of conduct in the field of business and business contacts.
Business etiquette helps to avoid slips or smooth them over in accessible, conventional ways. Therefore, the main function or meaning of the etiquette of a business person can be defined as the formation of such rules of behavior in society that contribute to mutual understanding of people in the process of communication.
The second most important function of etiquette is the function of convenience, that is, expediency and practicality. From the smallest detail to the most general rules, etiquette is a system that is close to everyday life.
One of the basic rules that determine etiquette itself is that it is worth doing this not because it is customary, but because it is either expedient, or convenient, or simply respectful of others and oneself.
Etiquette is one of the main "tools" of image formation. In modern business, the face of the company plays a significant role. Those firms in which etiquette is not respected lose a lot. Where there is etiquette, higher productivity, better results. Therefore, you should always remember one of the most important postulates that businessmen all over the world know: good manners are profitable. It is much more pleasant to work with a company where etiquette is respected. Etiquette, by virtue of its vitality, creates a pleasant psychological climate conducive to business contacts.
American psychologist Dale Carnegie, in his book How to Win Friends and Influence People, proposed six rules for the art of liking:
1. Genuinely interested in other people. In order to know others, you need to talk less about yourself, listen to others more, use less pronouns in conversation. Try to find out what your interlocutor thinks on a particular issue, how he lives, what he is interested in.
2. Smile at people. A person with a smile in his eyes and on his lips is always liked by people. A smile without irony and malice, coming from within a person, will say: “I am glad to see you, I am pleased to talk with you.”
3. Address the interlocutor by name. To better remember the names of those you meet, you need to mentally repeat this name several times, and even better, write it down.
4. Be able to listen to the interlocutor, while asking questions that you yourself would like to answer. Be able to sympathize with a person if he needs it. If you feel like interrupting someone, take a deep breath and let the other person continue their thought. An attentive interlocutor will notice this and appreciate it.
5. Talk with the interlocutor about what interests him. This is the surest way to a person's heart.
6. Inspire friends, colleagues to realize their own significance for you, the team, the family ... But this must be done sincerely. We must see the virtues of other people, praise them and thank them for the good that they do for us. Good words are pleasant to others. After the good words spoken to people, you yourself will feel that you are becoming kinder.
Politeness is the basic requirement of speech etiquette. Speech etiquette exists to express polite relations between the subjects of communication.
The expression of politeness in speech etiquette is specified by certain rules of speech etiquette, which can be divided into norms and traditions.
Norms of speech etiquette- these are obligatory rules, the non-observance of which attracts the attention of others and causes their condemnation. Examples of norms of speech etiquette: you need to greet acquaintances, you need to thank for the service, you need to apologize for the misconduct, you can’t interrupt the interlocutor, swear obscenely, etc.
Communication traditions (etiquette traditions)- these are rules that are not mandatory for compliance, but for one reason or another it is customary to adhere to them. Departure from the traditions of communication, neglect of them are also noticed by others and cause a disapproving assessment, but less categorical and unanimous than in the case of norms. Often, non-compliance with the traditions of communication causes surprise, regret, etc.
Etiquette traditions are mainly formed in certain regions, social groups. So, in some social groups, it is customary to call mother-in-law and mother-in-law mother, to older relatives (father, mother, uncle, aunt) they turn to you, etc.
To harmonize communication, it is important that the interlocutors are aware of each of their speech acts. If the speech actions of the interlocutors are conscious and deliberate, then they can be considered from the standpoint of the communicative code. Communication Code is a complex system of principles that regulate the speech behavior of both parties in the course of a communicative act and is based on a number of categories and criteria.
The main principles of the communication code are:
o the principle of cooperation G. Grice;
o J. Leach's principle of courtesy.
The principle of cooperation implies the willingness of partners to cooperate. G. Grice in his work "Logic and verbal communication" describes the principle of cooperation as follows: "Your communicative contribution at this step of the dialogue should be the same as the jointly accepted goal (direction) of this dialogue requires."
The principle of cooperation includes four maxims:
o maxim of completeness of information;
o maxim of information quality;
o maxim of relevance;
o the maxim of manners.
Maxim of completeness of information (quantity) is related to the dosage of information necessary for the act of communication: the statement should contain no more and no less information than required.
Of course, in real speech communication there is not exactly as much information as necessary. Often people can answer a question either incompletely, or with some additional information mentioned that the question did not suggest. The essence of the postulates is that the speaker strives to communicate exactly the amount of information necessary for the interlocutor.
Analogy example: If you help me fix a car, I naturally expect your contribution to be no more and no less than what is required: for example, if at some point I need four nuts, I expect to get exactly four from you, and not two or six nuts.
Information quality maxim comes down to the fact that the statement must be true: do not say what you think is false and for which you have no sufficient reason.
Analogy example: It is natural for me to expect your contribution to be sincere and not false. If you're helping me make a cake and I need sugar, I don't expect you to give me salt; if I ask you for bread, I do not expect to receive a stone.
Relevance maxim implies a clear adherence to the topic. Psychologists are well aware that the attention of the audience is scattered if it is not able to connect the statement being said at the moment with the topic announced by the lecturer.
Example analogy: At each step of joint action, it is natural for me to expect that the contribution of the partner will be relevant in relation to the immediate goals of this step. When I'm kneading the dough, I don't expect you to hand me an interesting book, or even a kitchen towel (although the same action might be an appropriate input in one of the later steps).
Maxim of manners lies in the clarity of the statement. To achieve this goal, the interlocutors must adhere to certain principles, the rules of conversation, which allow them to coordinate their actions and statements. For example, preferred structure principle characterizes the features of speech fragments with confirming and rejecting replies. According to the researchers, consent is usually expressed without delay, as concisely and clearly as possible. Disagreement is formulated at length, justified by arguments and, as a rule, delayed by a pause.
For example:
1. A. I ask you to complete this work by tomorrow.
B. Good.
2. A. I ask you to complete this work by tomorrow. /pause/
Q. I'd love to... but you know, I haven't completed the previous assignment yet, and besides, I don't feel well.
The pause serves as a kind of indicator of unwanted deflecting responses. It allows the speaker to timely supplement the initiating remark with reinforcing arguments.
For example:
A. I ask you to complete this work by tomorrow. /Pause/ And then I can give you a few days off, as you requested.
B. Good.
Compliance with the described principle allows not to offend the interlocutor, to avoid the critical focus of the conversation.
Example analogy: I naturally expect that the partner will let me know what his contribution is, and that he will perform his actions with due speed.
The principle of courtesy. If the principle of cooperation characterizes the order of joint operation of information in the structure of a communicative act, then the principle of politeness is the principle of the mutual arrangement of speakers in the structure of a speech act.
J. Leach, formulating the principle of politeness, provided for the following maxims:
o the maxim of tact;
o maxim of generosity;
o maxim of approval;
o the maxim of modesty;
o maxim of consent;
o maxim of sympathy.
Compliance with the principle of politeness creates an environment of positive interaction, provides a favorable background for the implementation of communication strategies.
Maxima tact implies respect for the boundaries of the interlocutor's personal sphere. Each speech act includes an area of general speech actions and an area of private interests. Maxima tact recommends the speaker to be careful about the area of private interests of the interlocutor. You should not touch on topics that are potentially dangerous (private life, individual preferences, etc.).
Maxim of generosity there is a maxim of not burdening the interlocutor; in fact, it protects the interlocutors from dominating the course of a speech act.
Maxim of Approval is the maxim of positivity in judging others. Mismatch with the interlocutor in the direction of assessing the world greatly affects the possibility of implementing one's own communicative strategy. This is a maxim of positivity in judging others (“Judge not, lest you be judged.” “Don't judge others”).
Maxim of modesty there is a maxim of rejection of praise addressed to oneself. Realistic self-assessment is one of the conditions for the successful deployment of a speech act. Severely overestimated or severely underestimated self-esteem can adversely affect the establishment of contact.
Maxim of consent is the maxim of non-opposition. Instead of deepening the contradiction that has arisen in the course of communication, this maxim recommends the search for agreement in order for the act of communication to have a productive conclusion. It involves the rejection of the conflict situation in the name of solving a more serious task, namely the preservation of the subject of interaction, the "removal of the conflict" by mutual correction of the communicative tactics of the interlocutors.
The main factors contributing to the harmonization of communication include the following:
o recognition not in words, but in deeds of the presence of a variety of points of view;
o providing an opportunity to express one's own point of view;
o providing equal opportunities in obtaining the necessary information to substantiate one's position;
o understanding the need for a constructive dialogue;
o defining a common platform for further cooperation;
o ability to listen to the interlocutor.
The creation of a positive communication climate, along with the observance of the above principles by the participants in the dialogue, is also helped by the application of a number of psychological principles of communication formulated in scientific and methodological literature. Let's name the main ones:
The principle of equal security;
The principle of decentral orientation;
The principle of the adequacy of what is perceived to what is said.
The principle of equal security, which implies the non-infliction of psychological or other damage to the partner in the information exchange, prohibits insulting attacks against the partner, humiliation of the partner's self-esteem. Labels, rude words and expressions, offensive remarks, insults, a contemptuous and mocking tone can lead a person out of balance, cause moral injury and even physical damage to health, and therefore interfere with the perception and understanding of information. Of course, each participant in the dialogue has the right to defend and defend his point of view, disagree with the statements of the opponent, show and prove the fallacy of his position, but he is obliged to respect the personality of the interlocutor.
The principle of decentral orientation means non-damage to the cause for which the parties entered into interaction. The essence of this principle is that the forces of the participants in communication should not be spent on protecting ambitious, egocentric interests. They should be directed to finding the optimal solution to the problem. Decentric orientation is characterized by the ability to analyze a situation or problem from the point of view of another person, based not on one's own interests, but on the basis of the interests of the case. This is a fairly often violated principle. Often people, guided by a variety of motives, in the heat of emotion forget about the very subject of discussion.
The principle of the adequacy of what is perceived to what is said, those. not causing damage to what was said by deliberately distorting the meaning. Sometimes participants in communication deliberately distort the position of the opponent, distort the meaning of his words in order to achieve advantages in the conversation in this way. This leads to disagreements and mutual misunderstanding.
There are general requirements of speech etiquette, the fulfillment of which is necessary or accepted in all communicative situations, regardless of who is involved in communication, what is gender, age, social status, profession, etc. However, the presentation of these general requirements would take too much space, so we are inclined to consider speech etiquette in the aspect of communicative situations, i.e. dependence of speech behavior on various factors.
Experts have identified the main factors that determine people's behavior in accordance with the requirements of the rules of speech etiquette:
Accounting for the characteristics of partners (social status, place in the service hierarchy, profession, nationality, age, gender, communicative position, etc.);
The nature of the communication situation (private conversation, business negotiations, presentation, anniversary celebration, etc.);
National tradition.
Let's take a closer look at these factors of speech etiquette.
Speech etiquette requires taking into account the characteristics of partners entering into communication. Their speech behavior in relation to each other is largely determined by the social status of the subject and addressee of communication.
Social status is a certain position occupied by a person in a society or social group, associated with other positions through a system of rights and obligations. Social status can be determined by the place of a given individual in the social hierarchy, profession, etc. or place and role in a small social group (leader, follower, etc.).
Speech etiquette involves certain forms of speech behavior in communication between a boss and a subordinate, a professor and a student, a group leader and a follower, etc. Social roles are closely related to social status. social role is the expected behavior associated with the status. Knowing the social status of a given person, his social functions, people expect him to possess a certain set of qualities and to carry out certain forms of speech behavior. Speech etiquette requires that people's speech behavior does not contradict the role expectations of the subject and addressee of communication. If such expectations are not justified, then a role conflict arises.
For example, a subordinate does not obey the orders of the leader, the younger begins to tell the elder, the son does not fulfill the requirements of the father, etc.
Along with social roles in speech communication, communicative roles are established. Communicative role - this is a typical position in communication, occupied by the subjects of communication to achieve the goal of communication. For example, a petitioner seeking advice, a well-wisher, an adult, a child, parents, etc. It should be noted that communicative roles can outwardly coincide with social roles: the role of a boss, subordinate, master, guest, head of the family, father, mother, son, leader, follower, etc. However, this coincidence can only be ostentatious, a person takes on a certain role to achieve his goals. And if he succeeds in playing it successfully, then he achieves the desired goal, if he fails, then a situation of role conflict arises.
Another important factor determining speech etiquette is the situation in which communication takes place. The choice of etiquette forms, the speech behavior of a person are closely dependent on the situation and should change in accordance with the change in this situation. What are the factors that determine the communicative situation, which must be taken into account by the subjects of communication in order to comply with etiquette rules? These factors include:
1. Type of situation: official situation, informal situation, semi-official situation.
In an official situation (boss - subordinate, employee - client, teacher - student, etc.), the most stringent rules of speech etiquette apply. This area of communication is most clearly regulated by etiquette. Therefore, violations of speech etiquette are most noticeable in it, and it is in this area that violations can have the most serious consequences for the subjects of communication.
In an informal situation (acquaintances, friends, relatives, etc.), the norms of speech etiquette are the most free. Often speech communication in this situation is not regulated at all. Close people, friends, relatives, lovers in the absence of outsiders can say everything to each other and in any tone. Their speech communication is determined by the norms of morality, which are included in the sphere of ethics, but not by etiquette norms. But if an outsider is present in an informal situation, then the current rules of speech etiquette immediately apply to the whole situation.
In a semi-official situation (communication of colleagues, communication in the family), the norms of etiquette are not strict, vague, and here the main role is played by the rules of speech behavior that this particular small social group has developed in the process of social interaction: a team of employees of the laboratory, department, families and etc.
2. The degree of acquaintance of the subjects of communication. The norms of speech etiquette change depending on the extent to which the interlocutors are familiar with each other. For communication with strangers, the most stringent standards apply. Here you should behave in the same way as in official situations. As the acquaintance of people deepens, the etiquette norms of speech communication weaken and the communication of people is regulated mainly by moral norms.
3. Psychological distance of the subjects of communication. Psychological distance is understood as the relationship of people along the line of “equal to equal” or “unequal relations”. When communicating with people who are equal to each other on any sign that is essential for a given situation - by age, degree of acquaintance, official position, gender, profession, level of intelligence, place of residence, etc., etiquette rules are observed less strictly than when communicating with people who are unequal - a boss with a subordinate, a senior with a junior, a man with a woman. The shorter psychological distance that is established when the interlocutors are equal on an essential basis, therefore, implies greater etiquette freedom than the more significant psychological distance established between people who are unequal on some basis that is essential to the situation. Which sign turns out to be significant depends on the situation itself, this sign can change in the course of communication.
4. The function of the participation of interlocutors in the conversation. There are several different functions of the participation of interlocutors in a conversation, which are related in different ways to the etiquette of the communication being carried out.
contact function- the function of maintaining communicative contact with the interlocutor. This function is implemented in the process of secular or contact-establishing communication, when the process of communication is more important than its content or result. This is the so-called conversation on general topics - about rest, sports, weather, pets, etc. If the interlocutor in the conversation implements the contact function of communication, then the formulas of speech etiquette and communication rules are observed very clearly.
Intelligent function- the function of communication, which consists in arguing one's point of view, in expressing one's thoughts and analyzing the thoughts of the interlocutor. When implementing the intellectual function of communication, its result is important; the norms of speech etiquette are observed, but they no longer have such a self-contained value as in the implementation of the contact function of communication.
emotional function- the function of communication, which consists in supporting the feelings and emotions of the interlocutor, in demonstrating sympathy for him and expressing his own feelings and emotions. In this case, deviations from strict speech etiquette are acceptable, although within certain limits: emotional communication also has its own speech etiquette, acceptable and unacceptable forms.
Observer Function- the function of communication, when a participant in communication is present when others are communicating, but he himself does not participate in communication (for example, a passenger in a compartment when two other passengers are talking). Speech etiquette in this case is reduced to a minimum, although it is present here too: it is necessary, first of all, to non-verbally show that you are not participating in the conversation and no matter how you hear it.
5. Attitude towards the interlocutor. Speech etiquette prescribes the use of formulas in speech that demonstrate a polite, highly polite, respectful, affectionate and friendly attitude of the speaker to the listener; all formulas that reflect an ultra-high level of politeness are appropriate only in a limited number of special situations of communication; formulas reflecting a low level of politeness are non-etiquette in nature and are also appropriate only in a limited number of situations, with certain relationships between speakers and a special composition of the communication group. The speaker can treat the interlocutor as he sees fit, in accordance with the attitude that the interlocutor deserves, but in communication it is only necessary to demonstrate a good attitude in the form of moderate politeness - this is the requirement of speech etiquette.
6. Place and time of communication. The place of communication also has an impact on etiquette communication. There are certain places in which, being in this or that situation, the speakers must pronounce certain etiquette ritual phrases adopted for this place and situation. For example: "Bitter!" - at the wedding, "Let the earth rest in peace" - at the wake, "Bon appetit!" - at dinner, "Enjoy your bath!" - when leaving the bath, "Good night" - going to bed, etc. These etiquette phrases are due to the cultural tradition of the people, and their pronunciation is part of their culture. There are also etiquette formulas that must be pronounced at a certain moment of communication: “Good luck!” - leaving, "Welcome!" - when the guests arrived, "Good morning!" - when you woke up, "Peace to your home" - coming to visit, etc. The place and time of communication are closely interconnected. Thus, speech etiquette is closely related to the situation of communication: the choice of speech etiquette formulas, the implementation of communication rules depend on a number of situational factors that must be taken into account by the speaker.
In an official setting of business communication, it is customary to choose universal etiquette formulas:
| Greetings | Good afternoon (morning, evening)! Hello! |
| Parting | Goodbye! All the best! Good luck! See you! (if a meeting is scheduled) Let me say goodbye! Bon voyage (departing) |
| Gratitude | Thank you! Thank you very much! Thank you Thanks a lot! Thank you very much (grateful)! Allow me to thank you! |
| Request | Be kind... Be kind... Please... |
| Apology | I apologize… Please excuse me… Please forgive me… Please forgive me… |
| Sentence | Let me suggest... I would like to offer you... I would like to offer you... |
| Invitation | Allow me to invite you to ... I invite you to ... On behalf of ... I invite you to ... |
The third factor determining speech etiquette is national specificity. Each nation has created its own system of rules of speech behavior. The etiquette of the peoples of the East: the Japanese, the Chinese, etc. is a rather rigid normative system containing clearly established rules of speech behavior in certain speech situations. A relatively strict system of speech behavior has also been developed among Western European peoples: the British, Germans, French, etc.
An important feature of Russian speech etiquette is that the peculiarities of the situation and traditions play an important role in it.
National features of speech etiquette, in particular, are manifested in the choice of the form of address. A feature of the Russian language is the presence in it of two pronouns “you” and “You”, replacing the actual name of the person, as well as the pronoun “he”, when it comes to a third person who is not involved in communication. The correct choice of the form of address - to "you" or "You" - is the first basic level of speech etiquette. According to the etiquette adopted in Russia, the form of address for "you" is used:
1) when talking with a well-known person with whom friendly, friendly relations have been established;
2) in an informal setting of communication;
3) to equal or younger in age, to equal or younger in official position, to colleagues at work who are in informal relations with each other;
4) teacher to student;
5) parents to their children;
6) children to their peers or younger in age;
7) close relatives to each other.
Referring to the “you” of the boss to his subordinate is possible only if the subordinate can also turn to “you”, that is, if there are friendly, informal relations between them. Otherwise, such treatment is a gross violation of speech etiquette. It can be perceived by subordinates as a disrespectful attitude, an attack on human dignity, as an insult to a person.
The form of address for "you" is used mainly:
1) in official situations of communication (in institutions, at work, in public places);
2) to strangers or unfamiliar people;
3) to a familiar interlocutor, if the speaker has only official relations with him (to work colleagues, teacher, teacher, student, boss);
4) to the elder in age, occupying a higher position;
5) to teachers, to adults;
6) to officials in institutions, shops, restaurants, including service personnel of these institutions;
7) to subordinates.
Great importance is attached to the transition of treatment partners from one form to another. The transition from “you” to “you” marks a cooling of relations, a demonstration that communication from now on should be put in a strict etiquette framework. The transition from "you" to "you" demonstrates the transition from restrained neutral, official relations to close, friendly relations. The transition from "you" to "you" should be desirable for both communication partners. One-sided transition to "you" is perceived as a manifestation of arrogance, an attempt to demonstrate the subordinate position of the interlocutor and is a gross violation of etiquette. The pronoun "he" is used to name someone who is not involved in communication, as opposed to "I" and "you". In Russian speech etiquette, there is an important rule that limits the use of the pronoun “he” in a situation of direct communication: you cannot say “he” about someone who is present during communication and hears the conversation (for example, stands nearby) or participates in this conversation, but at the moment listens to others, and the conversation turned to him. Speech etiquette prescribes, when mentioning this person, to call him by his first name or first name and patronymic, depending on the situation, but in no case say “he”: such use is considered rude, impolite, insulting for the one who is called “he” .
Occurred in the 90s of the twentieth century. in Russia, socio-political changes significantly narrowed the scope of this term of address, but it did not become unetiquette. The word "comrade" retained the function of attracting attention, as a form of address on the street to a stranger, especially among middle-aged and older people. It also remains in the sphere of communication with the audience as a form of addressing the audience, as well as in the Russian army, in the party environment of a communist orientation, in many production teams. Since the 90s of the XX century. in a certain environment, the word “comrade” was replaced by the appeal “mister”, “lady”, “gentlemen”. This form of address is accepted in the circle of contacts of entrepreneurs, at meetings of the State Duma, at various symposiums, conferences. Scientists, teachers, doctors, lawyers prefer the words "colleagues", "friends" in addressing. The appeal "citizen", "citizen" was discredited in the 20-30s of the twentieth century, since it was very often used when referring to arrested, convicted, law enforcement officers, etc. At present, these forms of address are almost never used in everyday speech, most often this appeal is used in written speech, in statements, documents that have legal force. The appeals “boy”, “young man”, “girl” are neutrally polite and are used in informal situations of communication. These appeals in an informal setting are addressed to young people. The address "young man" is used by the older generation, demonstrating a significant difference in age. The address "young man" is largely imperative-dominant, and it is often frowned upon by young people to whom it is addressed - young people prefer to be called something else: "young man", "boyfriend" and etc. Appeals "girl", "young man" are etiquette in Russian and when referring to service personnel of various institutions, shops, restaurants. At the same time, they can be addressed to young and middle-aged people, but not to the elderly. Such an appeal to the service personnel is within the framework of a neutrally polite communicative register. It is typical for official situations and expresses a polite attitude towards the interlocutor, used by middle-aged and elderly people. As for young people, they use such a treatment if the addressee is the same age as them or a little older; with a significant difference in age, they prefer indirect treatment. Young men also use indirect appeals when referring to service personnel - men, if they are of the same age as them. The appeals "boy", "girl", which are more often used by adults in relation to unfamiliar children, also have an etiquette character. The appeals "man", "woman" can now be considered acceptable in communication in purely informal situations, if the appeal is accompanied by a polite or highly polite intonation. These words act as neutral appeals to strangers, replacing the disappeared “sir” and “madame”, they are similar to such appeals as “miss”, “sir”, “senor”, “frau” in other languages. In Russian, there are several options for addressing by name to "you". The address by the full name is used in an official or semi-official setting of communication, expresses an emphatically restrained attitude towards the interlocutor and is most often used when a serious conversation is ahead or it is necessary to make a remark to the interlocutor: “Vladimir, I need to talk to you”, “Anna, come here”. Short forms of names are used in friendly informal communication with acquaintances, relatives of the same age and demonstrate a friendly informal attitude towards a partner; addressed to persons of their own age and younger. "Misha, give me some bread, please." Diminutive forms express an affectionate attitude towards the interlocutor, are used mainly in informal situations, are addressed to familiar people of the same age as the speaker or younger. "Tick, be kind, wash the dishes." Appeal by name and patronymic, like “You”, is used in official and informal situations, as well as in semi-official situations to unfamiliar people, to colleagues with whom friendly relations have not been established, to a boss, to an older person, to an adult. Along with appealing and attracting attention, typical situations of speech etiquette are: acquaintance, greeting, farewell, apology, gratitude, congratulations, wish, approval, compliment, sympathy, condolence, diligence, offer, advice, request, consent, refusal.
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