Social meaning and functions of etiquette. Fundamentals and meaning of modern etiquette

Rules of behavior sometimes resemble ritual rites: they seem meaningless, but they educate people.

A. deSaint-Exupery

In the system of important management laws that regulate the procedure for people to communicate with each other, etiquette occupies a strong place, i.e. rules of behavior in society. The media and specialized literature are increasingly turning to the problem of etiquette. This increased interest in issues of etiquette is explained not only by nostalgia for the “good old days”, not only by the increased trips of state leaders abroad, but also by more pragmatic reasons. Often, too often, smart, energetic Russian entrepreneurs have failed when communicating with foreign partners because of their bad manners and inability to behave in society. Attempts to justify one’s bad manners with special, supposedly purely Russian principles of hospitality and “modern” manners do not stand up to criticism.

It is known that the foundations of European etiquette were laid at the brilliant court of King Louis XIV of France, when the rules of conduct for courtiers, dignitaries and guests at state ceremonies, holidays and balls were thought out to the smallest detail. Those invited to such celebrations received special tickets (labels) indicating the time and place of the reception, as well as recommendations on the regulations and features of the costume. Although, undoubtedly, at all times and all peoples had their own established rules and norms of behavior for various social circles, the modern foundations of etiquette were regulated by French court “labels”.

The attitude of society towards etiquette, especially those social strata that did not follow its rules, was often skeptical, even more often ironic, and sometimes openly hostile and critical. From the beginning of the 19th century until 1917, the liberal intelligentsia of Russia persistently opposed education as a true, real value to education as a value, in their opinion, imaginary, illusory and certainly secondary. An old dispute from the theory of utilitarianism - form and content! In Soviet encyclopedic dictionaries, etiquette was categorically rejected as “a form of behavior and behavior in the upper strata of noble-bourgeois society.”

However, life has convincingly proven that there are rules of behavior in society and these rules must be followed in order not to be an outcast. It has already become clear to many that if you dress untidy, eat with your hands, blow your nose with your fingers, or use obscene words, then the doors of many houses and institutions will be closed in front of them, and business and friendly contacts will become impossible. What style of behavior to take as a basis, because each layer of society has its own customs, its own unspoken rules of behavior - the task is not so simple, and everyone solves it according to the seen standards, the customs of their usual society in accordance with the level of their culture, intellectual baggage and upbringing .

For example, scoffers claim that among artists it is necessary to be unkempt, to wear unwashed dark, preferably checkered shirts, the obligatory sweater and baggy trousers, to talk vaguely about expression, the missing light, about one’s unrecognized “vision”, to be certainly hairy and bearded and with disgust to drink vodka. Actors and especially directors must have a shabby leather jacket and cap, be extremely relaxed, skillfully tell jokes and willingly accept invitations from fans to “sit” in a restaurant: Many “new Russians” are easily recognized by their red jackets, the intoxicating aroma of cologne and shifty eyes. Prostitutes, “tough guys,” deputies and political leaders are subject to their own rules of behavior and a very unique “code of honor.”

But if we put aside the irony and think about the etiquette of an entrepreneur, a government employee or a leader at any level, then his behavior in society is quite strictly regulated, whether he wants it or not, and this is not just the ability to yawn with his mouth closed. There is no doubt that the requirements of etiquette have now become more “democratic”, although even now a well-mannered and polite person must confidently navigate complex hierarchical relationships and follow stereotypes and established behavior patterns.

The focus on American businessmen and their unique etiquette has become very popular in recent years. Many are impressed by the completely relaxed manner of Americans, their emphasized friendliness, goodwill and optimism, and the ability to quickly switch to a friendly, interested tone of conversation. However, the simplicity and democratic manner of behavior of an American businessman is also quite rigidly formalized and subject to difficult etiquette. Yes, an American sometimes considers it possible to lounge in a chair with his feet up on the table, talk to a woman with his hand in his pocket, and pat a friend on the shoulder, but along with this outward democracy, even simplicity of behavior, the notorious “American way of life,” the upbringing received in family and college, the experience of communicating with business partners requires very strict adherence to business etiquette. Accuracy, neatness, the ability to keep one's word, neatness in clothing, and clear regulation of behavior in standard situations determine the style of official and friendly communication among American business people.

There is no doubt that there is a lot of attractiveness in the business etiquette of other countries: the correctness and impeccable manners of English gentlemen, the friendliness and equanimity of the Japanese, the emphasized gallantry of the French, the reliability and punctuality of the Germans, but I would like to dwell in more detail on the etiquette of the Russian nobility - a class that until recently constituted the pride of Russia, which has been so mercilessly defamed and forgotten lately. The Russian aristocrat (in the true, undistorted sense of the word) was the bearer of the traditions and spiritual values ​​of noble culture; his manner of behavior and special type of personality reflected the genuine unity of high ethical and etiquette standards. There is no doubt that the etiquette of the Russian nobility was formed from the middle of the 18th century under the significant influence of European and especially French etiquette, but its further development was so original and fruitful that the Russian nobleman - officer, landowner, diplomat, writer - thanks to his upbringing, manners, and high morality enjoyed sincere respect in any country. There is no jingoism in this conclusion; the author was lucky to live among this declining class and meet true Russian aristocrats abroad.

For a Russian nobleman, etiquette was never an end in itself; compliance with the rules of etiquette was a natural and not burdensome consequence of upbringing. From early childhood, the child had to learn for the rest of his life that he is a nobleman, and this imposes on him special responsibility for his every action. La noblesse oblige, i.e. nobility, noble origin, position obliges - one of the central postulates of the nobility. “To whom much is given, much will be required,” Grand Duke Konstantin Romanov (a famous poet who wrote under the pseudonym K.R.) often repeated to his children.

The most vulnerable in the complex organism of the nobility of any country and the greatest asset of a nobleman, protected with special care, was noble honor. The concept of honor, instilled from infancy, is more valuable than any conceivable values: profit, success, even safety; principles have always been more valuable than any results. It was the principles of honor and dignity that raised the nobility above all other classes, but it was they that often caused failures in life, disruptions in careers and cost the lives of thousands of its representatives, despite the strictness of the ban on dueling. Moreover, the dueling situation itself was paradoxical: accepting the challenge means criminal punishment is inevitable; refuse - the officer was expelled from the regiment by a court of honor. The strictness of the code of honor is the same for the nobility of all nations: for the Japanese samurai, for the Spanish hidalgos, for the nobles of England, France, Germany, Russia.

There is, perhaps, no more widespread, more absurd and unfair belief that the nobility is characterized by arrogance and tribal swagger. On the contrary, the hallmark of an aristocrat, like any well-mannered person, is natural modesty, imperturbable calm, restraint, even simplicity in communicating with everyone, regardless of their social status. Lord Chesterfield advised his son: “Even if you had to talk to the king himself, you should behave as easily and naturally as you would with your own valet.” A. S. Pushkin writes to his wife to never change her “sweet, simple aristocratic tone,” rightfully equating simplicity with aristocracy. It is not easy, of course, to achieve this naturalness and ease, and the decisive role of education from generation to generation is obvious here (one can’t help but remember the famous English parable that the lawn will be well-groomed if it is “just” regularly watered, cleared of weeds, and carefully mowed). ..at least 300 years!).

The Russian nobility has its own special and very attractive features, which are reflected in the rules of etiquette. Many nobles received not only a good upbringing, but also a very deep education (not all, of course, there is no need to idealize the nobility, let us at least remember the heroes of the immortal Gogol!). Governors and Bonns laid the foundations for fluency in European languages ​​and etiquette rules from childhood; gymnasiums, universities, and a network of closed special educational institutions provided access to knowledge not only to children from wealthy families. It is hardly possible to master classical and modern literature and philosophy, “to make ladies smile with the fire of unexpected epigrams” without a serious education. Therefore, in noble society, casual small talk often touched on deep moral, philosophical and political topics.

A mandatory requirement of the etiquette of the Russian nobility was high, fundamental physical cleanliness. Not only the body, clothes and shoes of a well-mannered person, but also his home should be absolutely clean and well-groomed, which, alas, is not noted in the chronicles of the court of Louis XIV. Having read from I. Ilf and E. Petrov that “in the janitor’s room there was the smell of rotting manure, spread by Tikhon’s new felt boots. The old felt boots stood in the corner and did not ozonize the air either,” we can reasonably assume that Tikhon was not a nobleman. An amazingly strong blood connection with the common people is very characteristic of the Russian nobility. L.N. Tolstoy says about Natasha Rostova: “Where, how, when did this countess, raised by a French emigrant, suck into herself from that Russian air that she breathed, this spirit, where did she get these techniques...?” The impeccably secular Tatyana Larina loved with all her soul the customs and traditions of “common antiquity.” Among the Russian nobility, folk tales and beliefs found a strong and permanent place; folk sayings and proverbs were widely used, although an English gentleman would consider this in bad form. The nobles never had problems communicating with the people, since the connection with them was never interrupted; they lived among them - sometimes all year round, more often during the holidays. These problems are characteristic of the intelligentsia of various ranks, although it was they who sincerely wanted happiness and prosperity for the people and claimed to know their soul. This protracted requiem to the traditions of the fading Russian nobility had the main goal of proving that one does not need to travel far, especially overseas, for examples of high morality, spirituality, and strict rules of etiquette.

Now about the etiquette itself. The main feature of etiquette is its rationality, its foundations are moral norms, its goal is not to complicate, but to facilitate a person’s behavior in society. You can, of course, eat with your hands, but this is unreasonable and impractical; you can drink champagne from an aluminum mug, but, you see, it’s tastier, more pleasant and more solemn to drink it from a beautiful glass. It is immoral to laugh at a cripple, to hit a woman, to be rude to an old man, to mock the defenseless and weak - all this, naturally, is condemned by the rules of etiquette. Louis XIV, wanting to test the upbringing of the nobleman, known for his impeccable manners, invited him to be the first to enter the carriage and the nobleman accepted the invitation without any hesitation. "He's a really polite man!" - said the king: etiquette requires simplifying, not complicating, relationships between people. Life is diverse, but it also consists of individual, often standard situations, and etiquette over the many centuries of its existence has developed impeccably reasonable human reactions to these standard situations.

Literature on the rules of etiquette describes in detail what, how, where, when a well-mannered person should do, although there are infinitely many collisions in life and it is completely hopeless to take into account all the nuances of behavior in countless combinations of life situations. It is believed that etiquette only formalizes relationships between people and does not confront a person with the problem of choosing between good and evil, between justice and injustice. However, in order to perfectly master etiquette, you must first of all constantly improve yourself, in order to have noble manners, you need to be the most noble and decent person, although, alas, there are unfortunate exceptions. Education, honor, dignity are the main and indispensable foundations of etiquette. Anyone who does not possess these fundamentals is doomed to painfully search for the right solution every time, constantly make mistakes and, in the end, trying to console his wounded pride, declare that “all these ceremonies” are completely unnecessary.

Modern educated and cultured people are beginning to pay more and more attention to their manners and appearance, but more often than not, only its external attributes are taken from etiquette: men are in a hurry to kiss ladies’ hands, to stretch themselves out “in front” when meeting each other, they painfully struggle to eat only with their left hand, to wear an unusual “ bow tie" and a handkerchief in the breast pocket of his jacket. Yes, external manifestations of good upbringing are also important, everyone needs to learn themselves and teach their children, but the main thing is ease, natural behavior and a friendly, respectful, helpful attitude towards everyone around them.

Some of the advice of modern etiquette experts causes involuntary surprise. How a woman should dress in various situations - and detailed recommendations are given (the suit of a business woman in the USA is especially strictly regulated). “A business woman can come to work in a trouser suit, but in various situations she cannot wear a regular blouse and trousers.” And “he can’t come to work without stockings.” And if the poor woman left the house “at that hour when it seemed she had no strength to breathe, when the sun, having heated Moscow, fell in a dry fog somewhere beyond the Garden Ring” (M. A. Bulgakov) - she’s all- Do you still need to wear stockings?

What should a modern man wear - and again a specific recommendation is given: “you can wear a red tie with a gray suit, and a green tie with a brown one, a scarf in the outer pocket of a jacket is usually worn from the same material as a tie or socks” (?), etc. d. Such advice, although controversial, is undoubtedly useful, but it is more appropriate to give it in fashion magazines rather than in literature on etiquette. The rules of etiquette only imply that women and men should be dressed well, but how is a matter of taste, style, manners of each, the only important thing is that a person should be dressed impeccably.

Within the framework of this book, we are primarily interested in etiquette and, in particular, the costume of a modern business person: a civil servant, a businessman, an entrepreneur. Over the past decades, a unique uniform of “white collar” workers has emerged all over the world - this is how officials at various levels are called. Yes, indeed, usually a business person wears a suit, white shirt and black shoes to work. This style of clothing replaced the official uniform, which previously distinguished a person from the crowd, could tell a lot about a person’s place in society, his corporate affiliation, and was very practical.

Thank God that the paramilitary suit with patch pockets has sunk into oblivion; in the 50s, all bosses wore it, from the Leader and Teacher to the director of the bath and laundry plant. Such a detail of an intelligent person’s costume as a felt or velor hat has also become a thing of the past, after these hats became a mandatory attribute of cattle breeders in the Asian republics. The established fashion for a composition of jackets and trousers of different colors is very helpful for impoverished low-ranking employees (the emergence and sustainability of this fashion is very simply explained - trousers wear out faster than jackets!). “A business person approaches the elevator and always greets the people waiting for the elevator. Anyone entering the elevator must say: “Good afternoon.” The first person to enter the elevator, as well as a restaurant, is a man, since the elevator is a zone of increased technical danger.” . Wise, but try to show courtesy in the elevators of the State Duma, the White House or the high-rise building of Moscow State University, will they understand you correctly? And in other “zones of increased technical danger” such as trains, trams, and subways, should a man also try to enter first? “A woman should walk to the right of a man” is true, but if cars are driving along the puddles of a dirty road to the right of the sidewalk? “If an employee enters the boss’s office, the man may not get up when greeting her.” But the king stood up, since he is just a king, and a woman has an even higher title - Woman.

Ethics(from Greek ethos - custom, disposition) - the doctrine of morality,

morality. The term "ethics" was first used by Aristotle.

to denote practical philosophy, which should give

the answer to the question of what we must do to accomplish the right

strong, moral actions.

Morality(from Latin moralis - moral) is a system of ethical values ​​that are recognized by man. Morality is the most important way of normative regulation of social relations, communication and behavior of people in various spheres of society.

social life - family, everyday life, politics, science, work, etc.

The most important categories of ethics are: good, evil, justice, benefit, responsibility, duty, conscience, etc. Moral norms receive their ideological expression in general ideas, commandments, principles on how must behave. Morality always presupposes the presence of a certain moral ideal, a role model, the content and meaning of which change in historical time and social space, i.e. in different historical eras and among different peoples.

Communication- the process of interaction between social actors: social groups, communities or individuals, in which information, experience, abilities and results of activities are exchanged.

Communication acts as a way of existence of society and people.

It is in the process of communication that the socialization of the individual occurs

and her self-realization.

Specifics business communication is due to the fact that it arises on the basis of and in relation to a certain type of activity associated with the production of a product or business effect. At the same time, the parties to business communication act in formal (official) statuses, which determine the necessary norms and standards (including ethical) of people’s behavior. Like any type of communication, business communication is historical in nature; it manifests itself at different levels of social

systems and in various forms. Its distinctive feature is it

does not have a self-sufficient meaning, is not an end in itself, but serves as a means to achieve some other goals. In market conditions, this is primarily about obtaining maximum profit.

Hence, ethics of business communication can be defined as

a set of moral norms, rules and ideas that regulate the behavior and relationships of people in the process of their production activities.

The ethics of business communication is a special case of ethics in general and contains its main characteristics.

Business conversation- a necessary part of human life, the most important type of relationship with other people. The eternal and one of the main regulators of these relations are ethical standards, in which our ideas about good and evil, justice and injustice, the correctness or incorrectness of people’s actions are expressed. And communicating in business cooperation with your subordinates, boss or

colleagues, everyone in one way or another, consciously or spontaneously, relies on these ideas. But depending on How a person understands moral standards. What content does he put into them, to what extent does he take them into account at all?

communication. He can either make business communication easier for himself, make it more effective, help in solving assigned tasks and achieving goals, or make this communication more difficult.

or even make it impossible.

Ethics of business communication determined by the socio-economic system of society, the structure of its social organization and the dominant type of social consciousness.

In a traditional society, the main mechanism of business communication is ritual, tradition And custom. They are consistent with the norms, values ​​and standards of ethical business communication.

Confucius has a large number of sayings dedicated to the ethics of business communication. First of all, they relate to the principles of behavior between the leader

and subordinate and the disclosure of those norms and principles of communication that make it most effective and efficient from an ethical point of view.

A ruler must be a ruler, and a subject must be a subject, a father must be a father, and a son must be a son.

When a ruler loves justice, no one dares to be disobedient; when a ruler loves truth, no one among the people dares to be dishonest.

I listen to people's words and look at their actions.

Keep the two ends but use the middle.

A noble man, when he leads people, uses the talents of everyone; a small man, when he leads people, he demands universals from them.

Leading untrained people into battle means abandoning them.

Noble men are in harmony when there is disagreement; small people cannot have harmony even when there is agreement.

When you don't talk to someone you can talk to, you miss out on talents; when you speak to someone with whom you cannot speak, you waste your words in vain. But a smart person does not leave anyone out and does not waste words in vain.

Next to a noble husband, three mistakes are made: speaking when it is not the time to speak is rashness; not speaking when it is time to speak is concealment; and speaking without noticing his facial expressions is blindness.

A noble man... when he looks, he thinks whether he saw clearly; but he hears - he thinks whether he heard correctly; he thinks whether the expression on his face is gentle, whether his manners are respectful, whether his speech is sincere, whether his attitude to business is reverent; when in doubt, thinks about seeking advice; when he gets angry, he thinks about negative consequences: and before he gains something, he thinks about justice.

If for people who were forced to work, they choose feasible work, then which of them will develop anger?

To execute those who were not instructed means to be cruel; to demand execution without warning in advance means to show violence; delaying an order and at the same time seeking urgency means causing damage; and in any case, to be stingy when issuing, giving something to people, means to act in an official manner.

Without knowing the ritual, you cannot establish yourself.

When you cannot correct yourself, how will you correct others?

The sayings of the great philosopher regarding ethical standards of communication have not lost their relevance today. Following them will undoubtedly be of great help in establishing effective interaction and will help avoid many mistakes in

business communication.

In fact, can that “path of the golden mean” - the path of compromise that Confucius preached, asserting the need to “keep two ends, but use the middle”, lose relevance? His aphorism, “I listen to people’s words and look at their actions,” sounds no less relevant today, expressing the need to maintain the unity of word and deed, the need to verify the word with deeds.

Is it possible to disagree with the thinker’s opinion that in business communication

everyone must correspond to their status and take into account the status

Seminar 1

Topic 1: The sociocultural role of etiquette in society.

1. The relationship between the concepts of etiquette-morality-ethics:

Under ethics in a broad sense, it is understood as a system of universal and specific moral requirements and norms of behavior implemented in the process of social life.

Ethics(from the Greek ethos - custom, disposition) - the doctrine of morality, morality. The term ethics was first used by Aristotle to denote practical philosophy, which should answer the question of what we should do in order to perform the right, moral actions. When translating Aristotle's works, Cicero used the term “mores” (morality, norm). In a number of languages, the words ethics and morality have their own analogues.

In the original meaning, “ethics”, “morality”, “morality” is one term, but over time, these concepts began to have different meanings:

1. Ethics is a field of knowledge, the subject of study of which is morality, morality as a form of social consciousness.

2. Morality is a value system existing within society that performs the function of regulating human behavior.

3. Morality is the sphere of spiritual life of a person and society, which includes various traditions and norms of human society.

Etiquette standards in different spheres of public life.

Etiquette in modern society- a list of generally accepted rules that relate to human behavior in relation to other people in certain life situations. There are several main types of such rules.

The ability to present yourself– rules for creating a wardrobe, appearance, personal care, physical fitness and posture, gait, postures, gestures.

Speech etiquette– the ability to correctly say greetings, compliments, thanks, and give remarks; rules of farewell, politeness, manner of speech.

Table etiquette– table manners, serving standards, eating skills. Rules of etiquette in society - how to behave in a museum, at an exhibition, in a theater, restaurant, court, library, store, office, etc. Business etiquette - relationships with colleagues, superiors, good manners in business, ability to conduct business negotiations, etc. d.

Etiquette in clothing

The first impression is the strongest and most memorable, and in addition, intelligence is shown in the choice of clothes for the occasion. To make a good impression, it is not enough to be fashionably or expensively dressed. If you want to please others, you must take them into account and take into account different circumstances. Therefore, even in the formation of a wardrobe, it is customary to follow the rules of etiquette in society. It is important that the clothes are beautiful and suit you, but it is much more important that all the details of the appearance are organically combined with each other, and that it corresponds to the time, place and situation. It is not customary to wear evening clothes during the day, and to wear leisure clothes to work. Every time, when choosing what to wear, you must take into account the situation, the appropriate occasion, time, place, and do not forget about your own age, features of your figure. Everything you wear should always be clean, hemmed, buttoned and ironed. The exit outfit should always be in full readiness. When building your wardrobe, remember that it should include mandatory items, such as suits, formal trousers and skirts, blouses and evening wear, as well as home sets.

Personal care

Good manners require obligatory adherence to the rules of hygiene, cleanliness of clothing, proper nutrition and a healthy lifestyle. It is unacceptable to appear in society unkempt. At the same time, it is important to monitor your appearance as a whole, carefully removing your hair when going out into the world. These are mandatory rules of etiquette and behavior for a girl, as well as for a man.

Speech etiquette

Polite words are special formulas that encrypt a large amount of information, both semantic and emotional. It is necessary to know them by heart, be able to choose the ones most suitable for the occasion and pronounce them in time in the appropriate tone. Masterly, correct mastery of these words is speech etiquette in modern society.

Etiquette: rules of behavior in society and public places.

In public places there are some specific rules of good manners, which are extremely important to observe.

Seminar 2: Historical roots of business etiquette

History of business etiquette

In ancient times, Greek etiquette was considered the international standard. According to the historian Polybius, the first Roman ambassadors to the Hellenistic states amazed the soft and delicate Greeks with their rudeness and inability to restrain their feelings. According to the rules of etiquette, the ambassador should not interrupt the speech of the person with whom he was speaking. He had to listen patiently to everything that was said to him. When one Roman ambassador dared to interrupt the speech of King Philip of Macedon, the king told him that he forgives him, firstly, because of his youth, secondly, because he is very handsome, and thirdly, because he is a Roman.

The rules for conducting conversations came to us from ancient history. It was not customary to publicly blame third parties during negotiations. In the middle of the 2nd century. Such an incident occurred during the negotiations in Rome. The ambassador of Rhodes, defending his position, began to accuse the government of all other Greek cities in the presence of their ambassadors and praise the behavior of the rulers of Rhodes. The ambassador's speech caused indignation among representatives of other Greek cities.

The ancient Egyptians and other peoples of the Ancient East conducted oral and written negotiations with each other, sent and received ambassadors, declared wars and concluded truces, marked borders, and exchanged prisoners. All these international actions were carried out in accordance with certain customs, in a solemn atmosphere and were sanctified, as a rule, by “divine powers.” It is known that codes of conduct were created in Ancient Egypt around 2350 BC.

The great thinker of Ancient China Confucius (Kun Tzu) (551-479 BC), the founder of the most influential of the ancient Chinese philosophical and religious movements - Confucianism, assigned a special role to etiquette. Etiquette, according to Confucius, was supposed to form harmonious relationships between people and regulate human behavior in different life situations.

As Aristotle wrote, there are three types of courtesy: “The first kind is in circulation: for example, in the way you address everyone you meet and greet them by extending your hand. The second is when they come to the aid of anyone in need. And finally, the third kind of courtesy is when you are an indulgent guest.”

An example of courtesy was the behavior of Julius Caesar: “... when at someone’s dinner old butter was served instead of fresh and the rest of the guests refused it, he alone took it even more than usual, so as not to show that he was reproaching the host for negligence or impoliteness."

As an established and detailed normative system, etiquette arose in the Middle Ages, among feudal lords. The knightly class developed its own code of honor, moral standards, and led a lifestyle regulated in detail by the rules of etiquette. There was a clear hierarchy in the knightly class; belonging to this noble class required special attention to all kinds of rituals, symbols, and attributes.

The rules of behavior at the court of the monarch were especially complex and strict. The term “etiquette” itself arose after, at one of the magnificent, elegant receptions of the French King Louis XIV, guests received cards (labels) that listed the rules of behavior.

With the development of bourgeois relations, the role of etiquette gained momentum. Rationalist thinkers viewed it as a tool recognized to restrain violent emotions, manifestations of strong excitement, undesirable in society.

For a long time, the British were considered the legislators of business etiquette standards. English writer of the 18th century. Oliver Goldsmith, in his book Citizen of the World, or Letters of a Chinese Philosopher, reflecting on what should be considered true courtesy, wrote that although each country has its own ceremonies, true courtesy is the same everywhere and is generated by common sense and kindness. “A person endowed with these qualities,” he emphasized, “is always pleasant.” For a well-mannered person, “elegant equanimity”, which is so highly valued by the British, has become mandatory. “The words “control yourself” can truly be called their first commandment.

In ancient Rus' at the beginning of the 12th century. Prince Vladimir Monomakh’s “Instruction to Children” was widely known. The “Instruction” set out the norms in accordance with which the children of princes and warriors should act. Among other things, the conversation was ordered to be conducted in the following way: “to be silent with elders, to listen to the wise, to obey elders, to be in love with equals and younger ones, talking without evil intent, but to think more, not to rage with words, not to condemn with speech, not to laugh a lot... ".

At the beginning of the 18th century. Western etiquette began to be increasingly introduced. Clothes, manners and external forms of behavior were transferred to Russian soil. The observance of these rules by the boyars and the noble class (especially in capital cities) was constantly and persistently, sometimes cruelly, monitored by Tsar Peter I himself. Violations of these rules were severely punished. Subsequently, during the reign of Elizabeth and Catherine II, those rules of etiquette were selected that met the requirements and characteristics of the national culture of Russia. Russia, as a Eurasian country, in many ways combined the opposites of Europe and Asia. And there were many of these opposites not only in the 18th century, but also now.

R. Kipling said that: “... the West is the West, and the East is the East, and they will never meet.” Even within the borders of the Russian Empire, the rules of behavior of different peoples differed significantly.

The foundations of modern office etiquette were actually laid by the “General Regulations” of Peter the Great, which incorporated the best domestic and foreign experience. The General Regulations were published in 1720. And back in 1715, Peter 1 sent his representatives to Sweden, Denmark and Germany to study the collegial management system and the possibility of its use in Russia. Envoys of Peter 1 collected materials and presented reports on the structure of colleges in these countries. Having studied the materials, they took the Swedish collegiums as a model and decided to introduce a system of collegial management gradually, taking into account the peculiarities of the Russian political system. In 1722, the “Table of Ranks” was published, which laid the foundation for a strict system of ranks, titles, and titles, the use of which was mandatory until 1917.

A short excursion into the history of business etiquette indicates that relationships between people in which mutual goodwill, politeness, the desire not to offend the other person, and to create a favorable microclimate for conversation are manifested facilitate communication and create a good foundation for future business prospects.

Workshop 3

Ethics and etiquette in business

Business ethics has long been a subject of study. Even Aristotle equated profit with usury, and business was interpreted as one of the spheres of human activity. At all times, special attention has been paid to the key element of entrepreneurship - the entrepreneur, the ethical foundations on which he bases his business. Business ethics is business ethics based on honesty, openness, true to one's word, and the ability to function effectively in the market in accordance with current legislation, established rules and traditions. Business exists in a complex ethical world where the main thing is to avoid unethical steps in relationships. Humane management is more effective than aggressive management. It is easier to achieve a company's strategic goals by focusing on ethical principles. It is advisable to consider work in a modern organization as a group rather than an individual one. From here the conclusion is clear about the importance of forming and using the opportunities of a corporate culture, which gives people an idea of ​​​​the nature of the activity, generally accepted values, orientation and philosophy of the company. A strong culture opens up the opportunity for a manager to lead through norms and values, make quicker local decisions, offers clear quality standards, specific self-assessment criteria, and facilitates a comprehensive understanding of what is happening in the team. Corporate culture enriches people with a sense of confidence, creates a sense of pride in the company, and counteracts the possible departure of employees, which significantly increases the stability of operation. People are the bearers of corporate culture. But in organizations with an established corporate culture, it seems to move away from people and becomes an attribute of the organization, a part of it that has a powerful impact on its participants, transforming their behavior in accordance with the norms and values ​​that form its basis. The culture of an organization is a complex composition of various assumptions and prerequisites (and often even those that cannot be formed), unproven, a priori accepted and shared by team members. Often, corporate culture is interpreted as the philosophy and ideology of management, value orientations, beliefs, expectations, dispositions and norms accepted by the main part of the organization’s team, which underlie relationships and interactions within the organization and outside it. The goal of corporate culture is to ensure high profitability of the company by improving human resource management to ensure employee loyalty to management and the decisions it makes, instilling in employees an attitude towards the company as their home, which leads to maximizing the efficiency of production management and qualitative improvements in the company’s activities generally. Ethics and etiquette are close, interdependent, and complementary concepts. Ethics, of course, is a much broader concept. Etiquette is a system of rules of behavior in public places, when contacting other people. It concerns all forms of human communication, but above all, of course, communication in business. The general principles of a culture of behavior are specified by the basic requirements of etiquette: politeness, correctness, tact, delicacy, modesty, natural behavior, accuracy, commitment. For a business person, strict adherence to these requirements is the basis for achieving success. Tact and delicacy are of particular importance. Delicacy should not be excessive, turn into flattery, or lead to unjustified praise. Tactfulness is a sense of proportion that must be observed in personal and professional relationships, the ability to sense the boundary that cannot be crossed in relationships with people. It is important to take into account the spiritual world of others, to understand what can cause a negative reaction in people. A very important etiquette requirement is modesty. The sign of a well-mannered person is his behavior, adapted to the environment, the ability to behave modestly. It testifies to the integrity of the individual, her versatile inner world, the ability to always control herself, which attracts a person and contributes to the effective resolution of business issues. In business relationships, a lot depends on the nature of personal meetings, conversations, negotiations, meetings. Business ethics is a kind of mediator that allows you to quickly find the optimal solution, while smoothing out rough edges, and get out of difficult situations with dignity. Any business meetings or negotiations are original in nature: each time there is a different subject for discussion, new conditions and participants. The common thing that distinguishes them from other types of market activities is preliminary organization, compliance with the conditions accepted in the business world, in the relationships between participants in business communication. By observing business etiquette, you emphasize the significance and importance of your partner to you, create convenience and comfort for him. With your culture and the right clothes, you demonstrate the importance of and respect for other people's opinions. Business etiquette is not only a condition for career growth and a tool for building relationships, it is an integral part of the company’s corporate culture. After all, every employee is its component element. In many thriving companies, business etiquette standards, as part of the corporate culture of employees, have contributed to their development and advancement in the competitive world of business. When employees know that it is not enough just to greet the visitor, but they also need to stand up when he enters, introduce himself and offer to sit down - this will definitely count. It is impossible not to pay attention if the company's employees are professionally dressed, treat each other and clients correctly and cordially, speak politely and quietly and do not gossip in the corridors. All these are elements of corporate culture. Consistency of good manners is the best way to inspire the trust of clients and partners. You are stable and professional, your behavior is largely predictable, and you are safe, which means you meet or exceed people's expectations. Knowledge of the principles of business etiquette will help you easily overcome many of the undercurrents that arise in the process of business communication. The first principle of business etiquette is the ability to perform your job functions without interfering with others performing theirs. That is, you should behave towards colleagues or clients the way you would like them to behave towards you. The second principle of business etiquette is the principle of positivity. You should always project an open and friendly attitude towards colleagues and clients. For example: always start and end business conversations with a smile; never gossip or allow discussion of anyone's physical strengths or weaknesses; if your sense of humor or irony demeans others, refrain from such wit. Take into account the principle: if you have nothing positive or friendly to say, it is better to remain silent. The third principle of business etiquette is predictability of behavior in various situations. You seem to emphasize to others that you are stable, constant and reliable, that you know how to behave and always fulfill your obligations. The fourth principle of business etiquette is that the rules of relationships between a man and a woman, accepted in civil etiquette, are not transferred to business etiquette. In the business world there are no men and women, there are status differences. Business is a community of people without gender. Of course, business people remain men and women at work, but their gender should not be conspicuous or overly emphasized. The fifth principle of business etiquette is the principle of appropriateness: compliance with certain rules at a certain time, in a certain place, with certain people. Business etiquette represents a specific culture of business relations. Includes established rules and customs of behavior in predetermined situations with common sense, rationality and usefulness of the content embedded in them. A serious entrepreneur is more likely to suffer a loss than to violate business etiquette and business ethics. After a loss you can always make a profit, but after losing your reputation it is not always possible to restore it. Thus, business etiquette is a set of rules, principles and specific forms of business communication. In etiquette, attentiveness and respect, the ability to listen, and to provide a service to those in need are highly valued. The ability to manage your negative emotions indicates good manners and good manners. Therefore, the best way to overcome irritation and dissatisfaction in yourself and others is a human smile.

Behavior patterns

This is an integral complex of signs (speech, non-speech, behavioral) aimed at creating a certain image. The behavior model can be chosen consciously or formed spontaneously.

In everyday life, we perceive the behavior of another person as a holistic image. When expressing our position, we do it simultaneously through a variety of means. Thus, wanting to show sympathy for a person, we, as a rule, not only tell him about our feelings, but also convey them in soft intonations of the voice, in a friendly look. This complex of signs forms model behavior. The model is perceived as a single whole.

For example, authoritarian behavior includes peremptory judgments, a categorical tone, and characteristic gestures. By seeing a person behave in this way, we can anticipate some of his reactions and actions.

The integrity of the model is violated when its constituent elements contradict each other; for example, sad news, which is reported with an ironic intonation.

In life, each behavior model is embodied differently in different people. Most behavioral models in everyday life are not the object of special study, but among the many models there are those that are comprehended by people and become the subject of special study. This etiquette models (prescriptions) and strategic models.

Seminar 4

Rules of verbal etiquette

A culture of behavior in business communication is unthinkable without following the rules verbal(verbal, speech) etiquette, associated with forms and manners of speech, vocabulary, i.e. at all speech style, accepted in communication among this circle of business people.

In verbal (verbal, speech) communication, business etiquette involves the use of various psychological techniques. One of them - "stroking formula" These are phrases like: “Good luck to you!”, “I wish you success”, well-known phrases:

“A big ship has a long voyage”, “Neither fluff nor feather!” etc., pronounced with different shades. Such verbal location signs as “Salute”, “No problem”, “0”key”, etc. are widely used.

But you should avoid such obviously sarcastic wishes as “Your calf should catch the evil wolf.”

In the speech etiquette of business people, compliments - pleasant words expressing approval, a positive assessment of business activities, emphasizing taste in clothing, appearance, balanced actions of a partner, i.e. assessing the intelligence of a business partner.

Business etiquette requires strict adherence during negotiations rules of conduct of the partner country on business. The rules of communication between people are related to the way and style of life, national customs and traditions. All this is the result of centuries of life experience, the life of previous generations of a particular people. Whatever the traditions, rules of behavior, you have to follow them, if, of course, you want to succeed. The proverb “You don’t go to someone else’s monastery with your own rules” is especially true here. Often you have to follow all the rules even if you don’t like them. The interests of the business are higher than your tastes and preferences.

Business etiquette requires special behavior in communication with clients. Each type of service provided to clients has its own professional subtleties in behavior. But you should always remember that the most important principle determines relationships with clients: the client is the most expensive and desirable person in your office (store, enterprise). If there are a lot of clients, they usually try to serve women and the elderly first. But in any case, when working with clients you need to be a good psychologist.

It is also important to follow certain rules regarding clothes And appearance. A trendy suit is completely optional. It is important that it is in decent condition, not hanging like a bag, and the trousers should not resemble a greasy old accordion. But the suit must be in place and at the right time. If negotiations with partners are scheduled for daytime, a light suit will do. Pants and jacket can be of different colors. But if negotiations take place in the evening, the suit should be dark, the shirt should be fresh and ironed, the tie should not be flashy, and the shoes should be cleaned. A business man's elegance is determined by his shirt, tie and shoes, not by the number of suits he brings with him.

To travel abroad, it is enough to have three sets of clothes: dark and light suits, a decent jacket and a sweater for walking. If your trip route passes through the countries of the East, then remember that women should not wear trousers, they should not appear on the street, in public places without stockings or tights (especially in countries professing Islam), and men should not wear bright ties.

It must be remembered that there are no trifles in business relationships. Etiquette means a lot for business. The clothes and behavior of an entrepreneur or manager are his calling card. They begin to formulate an idea 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 the hotel, and during the meeting itself.

Communication styles

Communication style- an individual stable form of human communicative behavior, which manifests itself under any conditions of interaction - in business and personal relationships, in leadership style, in the ability to make decisions and resolve conflicts, in the choice of methods of influencing people.

The style of communication has a peculiar emotional-volitional coloring, which is determined by temperament, psychophysiological and individual characteristics of a person, and an arsenal of verbal and non-verbal means of communication.

When communicating between business partners in a group, the following styles can be distinguished: authoritarian, democratic, liberal.

Things in the group are planned in advance, only current, immediate goals are determined, subsequent ones are unknown.

Signs of a democratic style: Friendly tone, instructions given in the form of proposals. Praise and reprimand - with explanations. Orders and prohibitions - with discussions. The leader's position is within the group.

Activities are planned as a group. Everyone is responsible for the implementation of proposals. Proposals are being discussed. The ethical side of communication is given due attention.

Signs of a liberal style. The tone is conventional, conciliatory. There are no elements of approval, reprimand, or any cooperation.

The leader's position is almost invisible to the group.

Processes in a group occur on their own. The leader does not give instructions; perhaps connivance.

No ambiguity.

A compliment should reflect exclusively the positive qualities of a person. Double meanings should be avoided in a compliment. But here the rule is clearly broken: “Listening to your conversations with people, I am each time surprised by your ability to evade the answer so subtly and wittily!”

No hyperbole

The positive quality in a compliment should be only slightly exaggerated.

Given the high opinion.

Also, you need to take into account the high opinion of your partner. If the significance of a compliment is lower than the partner’s level of self-esteem, then for him such a compliment will be a banality, and the consequences may be negative.

Unpretentious.

The partner may not strive to improve this quality. Moreover, he believes that it would be bad if this positive quality were expressed in him more strongly than it is, so a compliment addressed to a strongly manifested quality may cause him to be offended.

No didactics.

This rule is that a compliment should only state the presence of this quality, and not contain recommendations or practical advice on how to improve it.

No "seasoning"

And of course you don’t need to say, for example, like this: “ Your hands are golden, but your tongue is your enemy.” or “I am very impressed by your ability to win people over. Only if only this ability would be in the interests of the business.”. Such “seasonings” are a “fly in the ointment” and reduce or even negate even the best compliment.

Rules

Of course, we need to formulate some rules for composing a compliment:

· First, embed compliment words into a general phrase, that is, do not pause;

· The second rule is to construct the phrase so that the compliment is followed by meaningful text; the longer the general phrase after the compliment words, the better;

· And the third rule is that it is advisable to structure the statement so that part of the general phrase after the compliment words contains something that would capture the attention of the listener.

Seminar 5

Public speaking

Monologue and dialogue are equally necessary for constructing a laconic speech. Elements of dialogue help to break up a monotonous text and engage the listener in a conversation, which is considered a necessary condition for public speaking.

To successfully interact with people, a speaker will need the following skills:

· To be self-confident;

· be able to talk continuously on one topic;

· briefly, laconically express thoughts, correctly and competently arrange words in a sentence;

· be able to interest the audience;

· artistry and charisma;

· gift of persuasion.

The speaker’s text must comply with three rules: clarity, information content and expressiveness. Public speech is characterized by a changeable nature, its success depends on mutual understanding with the audience and establishing psychological contact with it.

Speakers perform in stadiums, stages, and television. Public speaking includes the pronunciation of text in front of company management, potential employers, and friends. Public speaking helps you express yourself in a professional field or other activities. The art of public speaking is not something that everyone can master, but it is easy to learn by attending public speaking training and performing special speech exercises.

The following types of public speech are distinguished:

· Social public speech helps to express family or social relationships. This includes congratulations on holidays, wedding toasts, funeral speeches.

· Church eloquence consists of delivering a sermon and communicating with church ministers. This type does not contain logic, arguments, professional terminology, listeners do not look for specific facts in it.

· Judicial eloquence is present in judicial practice. Unlike the church one, it contains a clear style of presentation and argumentation. Judicial oral public speech consists only of facts and is divided into accusatory and defensive. These types of public speaking differ from others in their degree of responsibility, since the content of the speech affects the fate of a person.

· Academic art of public activity carries specific speech filled with professional terminology or scientific expressions. This includes the following genres of public speaking: scientific reports, reviews, lectures.

· Political genres of public speech represent the pronunciation of speech on topics of economics, politics, and social sphere. Political eloquence manifests itself at rallies, propaganda and patriotic events.

In addition to the types, there are methods of eloquence that help to compose a clear and understandable text that is as close as possible to the goal. Methods of eloquence were developed many centuries ago and include certain rules of public speaking:

· Eloquence consists of using short texts that are understandable to the audience.

· The main function of a speaker is to convey useful, reliable information to the audience. Methods or techniques of influencing listeners must not violate their rights. But the psychological characteristics of public speaking do not always correspond to the requirements of ethics.

· Before speaking in front of an audience, you should learn to distinguish their emotional mood.

· The psychology of public speaking is designed in such a way that the final result of the event depends on the structure of the prepared text, the use, and call-to-action phrases. Important information is provided only at the beginning and end of the speech. Such specificity of construction is necessary for the successful and effective delivery of material, since the public’s attention during these periods is maximum.

· The speaker's speech must comply with ethical standards. The culture of public speech is observed under any condition and is considered a necessary element of speech pronunciation.

These rules are not a prerequisite for the speaker's speech. The structure of a public speech depends on the type, composition of the audience, its activities and the speaker himself. Techniques and rules for speaking are determined during speech preparation. Only constant diction training and daily exercises will help you achieve success and public recognition.

Preparation of business negotiations.

The success of negotiations largely depends on how well you prepare for them. Before negotiations begin, it is necessary to have a developed model:

Have a clear idea of ​​the subject of negotiations and the problem being discussed; the initiative in negotiations will be with the one who knows and understands the problem better;

Be sure to draw up a rough program and scenario for the course of negotiations;

Outline moments of your intransigence, as well as problems where you can give in if a deadlock in negotiations unexpectedly arises;

Determine for yourself the upper and lower levels of compromise on issues that, in your opinion, will cause the most heated discussion.

Conduct of negotiations. In management practice, the following main methods are used when conducting business negotiations: variation method, integration method, balancing method, compromise method.

Variational method. When preparing for difficult negotiations (for example, if you can already foresee a negative reaction from the other party), consider the following questions:

What is the ideal solution to the problem posed in a complex?

What aspects of an ideal solution can be abandoned?

What arguments are needed in order to properly respond to the expected proposals of a partner?

What forced decision can be made in negotiations for a limited period?

What extreme proposals from your partner should you definitely reject and with what arguments?

Types of techniques

Most often, the reception is of a political nature, since it involves a meeting of representatives of foreign states.

In addition to the representative value, receptions are the most important means of establishing, maintaining and developing international and interchurch contacts. Receptions are held to commemorate any events: church, national holidays of one’s state, its most important anniversaries, events celebrated throughout the country, the namesake or enthronement of the Head of the Church, etc. Receptions are held in order to provide honor or hospitality to individuals - guests of the Russian Orthodox Church or a delegation of another Church that has arrived in the country.

Receptions are also held regardless of any events, as part of daily work. In practice, such techniques are the most common. Not numerous in terms of the number of invited persons, these receptions represent a convenient opportunity to strengthen and expand connections, establish closer contacts, etc.

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Introduction

1. The concept of etiquette

2. Types of etiquette

3. Speech etiquette

4. The role of etiquette in society and human communication

Conclusion

Bibliography

Application

INconducting

Etiquette is one of the most pronounced cultural phenomena, which affects the entire gamut of human feelings and emotions and enriches human communication itself.

The relevance of this work lies in the fact that the role of etiquette in society has always been very great, which is confirmed by its long historical and social evolution, and I would like to study in more detail its history of origin, functions in society, its multifaceted structure and diverse types and forms.

The most important feature of etiquette is that it is always subordinate to the established system of cultural values. Accepting etiquette norms means recognizing oneself as a member of a given social group or society as a whole and submitting to the cultural values ​​that have developed here.

The social significance of etiquette is manifested in the fact that it reflects the equality and inequality of individuals and groups (both external and internal), the social hierarchy that has developed in society, the democracy or conservatism of social relations.

Etiquette allows people to navigate repeated sociocultural situations (greetings, making acquaintances, behavior in public places, etc.). Etiquette also reflects the general cultural level of people (education, good manners, conformism).

The most important social function of etiquette is the prevention of conflict situations in interpersonal communication. Tactfulness, as a sign of respect for the conflicting party, creates conditions for a civilized resolution of the conflict.

Etiquette norms help people find a common language and behave with dignity in difficult situations. Failure to use etiquette worsens relationships between people and leads to human drama.

Etiquette, being the greatest asset of human culture, not only regulates social relations, but also enriches people's lives.

1. Etiquette concept

It is important for every person to know what etiquette is and have its skills. The modern concept of etiquette includes both the ancient customs of different peoples and those norms that have already been formed today.

Etiquette (from the French йtiquette - label, inscription) - rules of behavior of people in society, supporting the ideas of a given society about what is appropriate. In its modern form and meaning, the word was first used at the court of King Louis XIV of France - cards (labels) were distributed to guests stating how they should behave; although certain sets of norms and rules of behavior have existed since ancient times.

The first rules of behavior, which became the basis of behavioral culture, arose along with human society. Their main task was to create the most favorable conditions for survival. With the development of social organization, behavioral regulation became more complex. Instructions for behavior appeared, ceremonies for the most important social events were developed, and a behavioral order was formed that reflected the life of a particular social group: nobles, merchants, artisans, even traveling students. A strict order of behavior was strictly observed at the monarchical courts and in diplomatic circles.

It is traditionally accepted that the ancestor countries of etiquette are England and France, but the way of life in these countries at that time was such that in these cruel and rude conditions a person could not improve in his spiritual and moral endeavors. Certain moral rules and behavior arose around the 14th century in Italy, where already at that time the social essence and culture of the individual began to take one of the first places. In Russia, one of the first sets of rules of behavior is considered to be “domostroy” (16th century).

Obviously, etiquette is the rules of behavior that every person should have. Etiquette is observed in different socio-political systems and is inherent in representatives of any society. But the people of each country make their own additions to the ethics, which depend on the characteristics of the country’s social system and its customs.

Etiquette in society implies the unity of a person’s high internal morality with decent manners. Only such harmony of the internal and external “I” makes it possible to make a person’s behavior sincere and natural. Modern etiquette is universal and contains global rules and norms, although each nation makes its own additions to it based on national and cultural traditions.

2. Types of etiquette

Many authors have been and are still studying the structure of modern etiquette, identifying forms, types and subtypes of etiquette. Many scientific researchers divide etiquette according to form into speech and non-speech.

The first is a verbal (speech) expression of respectful attitude towards people and is manifested in verbal form: in speech, manner of addresses and greetings, the ability to conduct a conversation, express a critical remark, participate in an argument, and give compliments. The word always and everywhere accompanies a person. Our business and personal contacts depend on how and what we say.

The non-verbal form of etiquette includes actions and actions through which a respectful attitude towards others is manifested. All actions, deeds, and manners of a person, one way or another, characterize him as well-educated, possessing a behavioral culture, or, conversely, as insufficiently prepared for life in modern society

Etiquette contains norms of behavior that regulate a person’s actions in various public places. Based on this, there are various types of etiquette, corresponding to the places where a person finds himself.

1. Court etiquette is a strictly regulated order and forms of behavior established at the courts of monarchs.

2. Diplomatic etiquette - rules of conduct for members of the diplomatic corps and other officials with representatives of the country when contacting each other at various diplomatic receptions, visits, and negotiations.

3. Military etiquette - a set of rules, norms and behavior generally accepted by the army for military personnel in all areas of their activities; rules of conduct for military personnel, defining a strict hierarchy and unquestioning adherence to the orders of senior ranks.

4. General civil etiquette - a set of rules and traditions, conventions observed by citizens when communicating with each other; rules and regulations governing everyday communication between people - respect for elders, men for women, between passengers in transport, etc.

5. Business etiquette is the regulated behavior of people associated with the performance of their official duties, in public places and on the street, at various events, receptions, and negotiations.

The rules of etiquette are not absolute and should be followed depending on the situation. What is unacceptable in one case may be the norm in other circumstances.

3. Speech etiquette

" - I'm sorry!" - unfortunately, we often hear this form of address. Therefore, I would like to dwell in more detail on such a concept as “speech etiquette”

Speech etiquette and communication culture are not very popular concepts in the modern world. One will consider them too old-fashioned, while another will find it difficult to answer the question of what forms of speech etiquette are found in his everyday life. Meanwhile, the etiquette of verbal communication plays a vital role for a person’s successful activity in society, his personal and professional growth, and the building of strong family and friendly relationships.

Speech etiquette is a system of rules and norms that explain to us how to establish, maintain and break contact with another person in a certain situation. The norms of speech etiquette are very diverse; each country has its own peculiarities of communication culture. It may seem strange why you need to develop special rules of communication and then stick to them or break them. And yet, speech etiquette is closely related to the practice of communication; its elements are present in every conversation. Compliance with the rules of speech etiquette will help you competently convey your thoughts to your interlocutor and quickly achieve mutual understanding with him.

Mastering the etiquette of verbal communication requires acquiring knowledge in the field of various humanitarian disciplines: linguistics, psychology, cultural history and many others. To more successfully master communication culture skills, they use such a concept as speech etiquette formulas. The basic formulas of speech etiquette are learned at an early age, when parents teach the child to say hello, say thank you, and ask for forgiveness for mischief. With age, a person learns more and more subtleties in communication, masters different styles of speech and behavior. The ability to correctly assess a situation, start and maintain a conversation with a stranger, and competently express one’s thoughts distinguishes a person of high culture, education and intelligence.

Speech etiquette formulas are certain words, phrases and fixed expressions used for three stages of conversation:

Starting a conversation (greeting/introduction)

Main part

The final part of the conversation

Any conversation, as a rule, begins with a greeting; it can be verbal and non-verbal. The order of greeting also matters: a younger person greets an older person, a man greets a woman, a young girl greets an adult man, and a junior greets an elder. Below in the table I list the main forms of greeting the interlocutor:

Following the greeting, a conversation begins. Speech etiquette provides for three main types of situations in which various speech formulas of communication are used: solemn, mournful and work/everyday situations. At the end of the conversation, formulas for ending communication and parting are used. These formulas are expressed in the form of wishes (all the best, all the best, goodbye), hopes for further meetings (see you tomorrow, I hope to see you soon, we’ll call you), or doubts about further meetings (goodbye, farewell).

The concept of situation plays a key role in the culture of business communication. Indeed, depending on the situation, our conversation can change significantly. In this case, communication situations can be characterized by different circumstances, for example:

Personalities of the interlocutors (speech etiquette is focused primarily on the addressee - the person being addressed, but the personality of the speaker is also taken into account. Taking into account the personality of the interlocutors is implemented on the principle of two forms of address - on you and on you. The first form indicates the informal nature of communication, the second - to respect and greater formality in conversation.

Place (communication in a certain place may require the participant to have specific rules of speech etiquette established for this place. Such places can be: a business meeting, a social dinner, a theater, a youth party, a restroom, etc.).

In the same way, depending on the topic of conversation, time, motive or purpose of communication, we use different conversational techniques. The topic of conversation can be joyful or sad events; the time of address can be conducive to being brief or to a detailed conversation. Motives and goals are manifested in the need to show a sign of respect, express a friendly attitude or gratitude to the interlocutor, and seek a request or advice.

4. The role of etiquette in society and human communication

The role of etiquette in society has always been very great, which is confirmed by its long historical and social evolution, functions in society, multifaceted structure, diverse types and forms.

It is impossible to dispute the importance of etiquette for harmonious communication between people. Such rules of behavior have existed for many centuries and are constantly evolving, but still continue to play an indispensable role in interpersonal relationships.

Etiquette is subject to a certain system of cultural values, and its essential significance is determined by practical social expediency. It is not purely demonstrative; its role is to regulate communication between people. It is etiquette that allows many people to correctly navigate social situations and maintain social relationships.

Etiquette is a certain moral guideline that allows people to treat other people with respect and consideration and avoid conflict situations. In many cases, etiquette relieves the psychological stress that may arise in many people who are not aware of how to behave in certain circles of society. Etiquette helps people behave with dignity in all circumstances and situations.

Also, concepts such as politeness and tact, decency and delicacy help people communicate with other people and help them observe the necessary etiquette. etiquette communication interlocutor conversation

The norms of behavior that protect the personal dignity and individuality of each person are called decency. Maintaining decorum is necessary not only to respect other people, but also to respect yourself. Without decency, it is impossible to fully observe etiquette in communicating with other people.

Interpersonal communication in society requires each person to comply with certain norms and rules of behavior. The rules and norms of human behavior in society have long been known to us under the concept of “etiquette”. Historically, the norms and rules of etiquette developed a long time ago. In each state they were enshrined in special laws, the observance of which was strictly monitored. The main purpose of etiquette is to protect the honor and dignity of a person when communicating in society.

Etiquette norms are, as a rule, unwritten rules, unlike morality, but their knowledge is an important part of the formation of a person’s internal culture. A cultured person not only accepts these rules, but also strictly follows them not only in public places, but also at home. The basis for the formation of internal etiquette is goodwill, responsibility and dignity. In addition, etiquette is impossible without tact and a sense of proportion, which should be inherent in every well-mannered person. Being friendly to people and at the same time having a sense of proportion will help you present yourself with dignity in any situation.

Thus, etiquette in society requires a person to constantly cultivate an internal culture based on a respectful attitude towards the entire society.

I would like to list the modern rules of etiquette that any self-respecting person should know and follow.

If you invite someone to a restaurant, then you have to pay the bill. If you propose to go together, the bill is paid in half. However, in this case, the man can offer the woman to pay her part of the bill.

If your companion says hello to a person you don’t know, you should also say hello to him.

In a restaurant or any other public place, you should not put your phone on the table - this gesture shows that what is happening around you is not as interesting as talking on the phone or the mobile Internet.

A man should not carry a woman's bag. Regarding the coat, he can only take it to carry it to the wardrobe.

Under all circumstances, shoes must be clean.

Communicating with a girl via SMS is considered bad manners.

If a man is walking with a woman, he should walk to her left.

Try to use your phone only for important conversations. If you or your friend need an intimate conversation, it is better to have it in person.

If you have been grossly insulted, you should not stoop to the level of the offender.

When you go to your seats in a movie or theater, you must walk facing those sitting. The man should go first.

If you are called out impolitely, you should not respond to this response.

In public places, according to the rules of etiquette, you cannot laugh or make noise loudly. Staring too closely at people and excessive displays of romantic feelings (hugs, kisses) are also considered offensive.

Regardless of gender and social status, the first person to say hello is the one who enters the room.

A man can smoke in the presence of a woman only with her permission.

Thank not only strangers, but also your loved ones. The kind deeds of loved ones are worthy of respect and gratitude.

Etiquette in modern life is not something shameful, and its observance is necessary if a person wants tact to be shown in communication with him. The basics of modern etiquette are quite simple - politeness, the ability to manage emotions, cultural speech, as well as a neat appearance. These elements of etiquette apply to both women and men.

Modern etiquette is a symbiosis of traditions and customs of the people from ancient times to the present day. The rules of conduct for many nations are common, although each nation makes its own additions and corrections to modern etiquette, depending on the social order of the state and historical features.

Conclusion

It can be noted that modern etiquette promotes mutual understanding between people in the process of diplomatic and business communication and ensures, to a large extent, its expediency and practicality. It is also a guarantee of mutual respect between the subjects of communication and serves to form a positive image. Etiquette highly values ​​the ability to manage your emotions, hide a bad mood (the motto is “learn to control yourself”), be attentive to others, and also be ready to listen to the speaker and provide a service to those in need.

The study of etiquette turns into a practical goal, focused on achieving success in a specific act of communication: if necessary, attract attention, demonstrate respect, inspire trust in the recipient, his sympathy, create a favorable climate for communication.

Thus, modern etiquette regulates the behavior of people in everyday life, at work, in public places and on the street, at a party and at various kinds of official events - receptions, ceremonies, negotiations. Etiquette is a very large and important part of universal human culture, morality, morality, developed over many centuries of life by all peoples in accordance with their ideas about goodness, justice, humanity - in the field of moral culture and about beauty, order, improvement, everyday expediency - in the field material culture.

WITHlist of used literature

1. Business ethics: Textbook./ Podoprigora M.G. Taganrog: Publishing House TTI SFU, 2012.

2. L.R. Fionova Ethics of business communication. Tutorial. Penza 2010

3. Gromova L.A. Ethics of management: Educational and methodological manual / St. Petersburg: Publishing house of the Russian State Pedagogical University named after. A. I. Herzen, 2007.

4. V.E. Goldin Etiquette and speech Publisher: Librocom ISBN 978-5-397-00545-6; 2009

5. Kukushin V.S. Business Etiquette. - M., 2005.

6. Medvedeva G.P. Professional and ethical foundations of social work. - M., 2007

7. A. K. Bayburin, A. L. Toporkov. At the origins of etiquette. Ethnographic essays. L.: Nauka, 1990

8. Lewis, Richard D. Business cultures in international business About collisions to mutual understanding Translated from English. -- 2nd ed. -- M. Delo, 2001

9. Alekhina I. Image and etiquette in business. - M., 2003.

10. Jen Yager Business etiquette. How to survive and succeed in the world of business: Per. from English - M., 1994.

11. http://5ka.ru

12. https://studmed.ru - Test “Business conversation”

13. https://ethicscenter.ru - “Etiquette in Society”

Application

Speech etiquette formulas and examples of addresses

Examples of invitations and congratulations in speech etiquette

A solemn atmosphere and the approach of an important event require the use of speech patterns in the form of an invitation or congratulations. The situation can be either official or informal, and the situation determines what formulas of speech etiquette will be used in the conversation.

Examples of condolences, consolation and sympathy

A mournful atmosphere in connection with events that bring grief suggests condolences expressed emotionally, not routinely or dryly. In addition to condolences, the interlocutor often needs consolation or sympathy. Sympathy and consolation can take the form of empathy, confidence in a successful outcome, and be accompanied by advice.

Examples of requests and advice

The request must be extremely polite in form (but without ingratiation) and understandable to the addressee; the request must be made delicately. When making a request, it is desirable to avoid the negative form and use the affirmative. Advice should be given uncategorically; giving advice will be an incentive to action if it is given in a neutral, delicate form.

Examples of consent and refusal

Examples of gratitude and compliments

It is customary to express gratitude to the interlocutor for fulfilling a request, providing a service, or providing useful advice. Also an important element in speech etiquette is a compliment. It can be used at the beginning, middle and end of a conversation. Tactful and timely, it lifts the mood of the interlocutor and encourages a more open conversation. A compliment is useful and pleasant, but only if it is a sincere compliment, said with a natural emotional overtones.

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Etiquette as an academic discipline and social phenomenon

Etiquette concept

Basic rules and principles of etiquette

Etiquette structure

The role of etiquette in society

DEAR STUDENTS!

You need to answer the questions asked and complete tasks on the topic of the practical lesson. Before this, you need to study the material in lecture No. 1 and other lectures that will help in giving examples. ATTENTION! Answers must be stated in your own words and in a concise form! You can give examples related to behavior in any area of ​​life, with any type and subtype of etiquette: etiquette in public places, gift etiquette, family etiquette, table etiquette, etc.

QUESTIONS AND ASSIGNMENTS ON THE TOPIC:

1. Give definitions of the concepts “etiquette” and “culture of behavior”. Show the close relationship and differences between them.

2. What is ethics? List three main differences between ethics (meaning morality) and etiquette.

3. Name the “golden rule” of morality that underlies etiquette. How do you understand it? Give 1-2 examples that confirm the validity of this rule and its importance for good relationships between people.

4. List and expand on the basic principles of etiquette. Why are the principles of etiquette more important than the specific rules of etiquette? Name the rules of etiquette or give examples of people’s behavior that express the principles of humanism, aesthetic appeal and common sense, appropriateness of actions (at least 3 rules, examples of behavior).

5. Reveal one of such wonderful personality qualities as correctness, tact, delicacy or courtesy. Give 1-2 examples of behavior that are a manifestation of this quality.

6. What, in your opinion, is the role of etiquette in the everyday life of a modern person and in achieving success in his professional activities?

Complete test tasks:

ATTENTION! Test tasks are performed as a self-test of acquired knowledge and answers to them are not sent by students. They will be offered as tasks for the final control on the day of the test in the student classroom.

REMINDER! If a test task requires not one, but two or more answers, next to it you will find the mark “at least two options”.

1. Etiquette is:

b) manners of behavior and communication

c) a set of beliefs, beliefs, values, norms and patterns of behavior that guide the majority of members of society

2. Etiquette as a social phenomenon originated:

a) in the primitive era

b) during the period of Ancient civilizations

c) in modern times

3. The “golden rule” of morality says:

a) live and don’t interfere with others’ lives

b) do unto others as you would have them do unto you.

c) never put people in an uncomfortable position

4. Culture of behavior is:

a) a set of rules of behavior relating to the external manifestation of attitudes towards people

b) knowledge of etiquette rules

c) rules of behavior that are learned by people and implemented by them in everyday life

5. The principle of aesthetic attractiveness of behavior is:

a) treat people with respect and kindness

b) in the desire to act beautifully in any life situation, to be attractive in the eyes of others

c) in the practical usefulness of human actions and actions

6. The essence of the principle of humanism is:

a) in an effort to build one’s behavior depending on the place of time and circumstances

b) respectful and friendly attitude towards all people, regardless of age, gender, nationality and social status

c) in orientation towards observance of folk customs and traditions

7. General civil etiquette is:

a) rules of conduct for diplomats and other officials at various diplomatic receptions, during visits and negotiations

b) a set of generally accepted rules, norms and behavior patterns for military personnel in the army

c) a set of rules, traditions and customs observed by residents of a particular country when communicating with each other

8. Subtypes of etiquette, which are determined by the nature of the situation in which a person finds himself, include:(at least two options)

a) official

b) diplomatic

c) guest

d) family

e) general civil

e) gift

g) etiquette in public places

9. According to the form of communication, etiquette is divided into:(at least two options)

a) speech (verbal)

b) non-speech (non-verbal)

c) dining room

d) guest

e) gift

10. Depending on the rules of conduct that guide representatives of certain professions, there are: (at least two options)

a) pedagogical etiquette

b) medical etiquette

c) office etiquette

d) court etiquette

11. National customs and traditions today, as a rule, are observed: (at least two options)

a) at weddings

b) at a christening

c) at youth parties

d) at a funeral

e) while visiting the theater and cinema

12. The regulatory function of etiquette is:

a) moral and aesthetic education of the individual

b) streamlining, regulating relationships between people

c) ensuring positive communication between members of society