Speech etiquette. What are the basic principles of speech etiquette

Rules and norms of speech etiquette

Speech communication is the unity of two sides (transmission and perception of information).

The forms of communication are oral and written.

The spheres of speech communication are social, social, cultural, educational and scientific, socio-political, official and business.

With the help of verbal formulas of etiquette, we express relationships when meeting and parting, when we thank someone or apologize, in a situation of acquaintance and in many other cases. Each language has its own fund of etiquette formulas. Their composition in the Russian language is most fully described by A. A. Akishina and N. I. Formanovskaya - the authors of numerous works on modern Russian speech etiquette. The conceptual core of speech etiquette is the concept of politeness as an indispensable condition for tolerant verbal communication in various manifestations: tact, goodwill, courtesy, correctness, courtesy, gallantry, courtesy, friendliness, etc.

Rules for talking on the phone: you should distinguish between official and informal conversations; business calls are made on working devices, informal - on home ones; it is indecent to call before 9 am and after 10 pm; you can’t call strangers, if you have to do this, you must definitely explain who gave the phone; the conversation should not be long - 3-5 minutes; the subscriber who is being called is not required to identify himself, even if it is a business phone; it is not permissible for the caller to start a conversation with questions: “Who is talking?”, “Who is on the phone?”

Semantic parts of a telephone conversation: establishing contact (identifying, checking audibility); the beginning of a conversation (greeting, question about the opportunity to speak, questions about life, business, health, message about the purpose of the call); topic development (development of the topic, exchange of information, expression of opinions); friendly tone, clear pronunciation of words, average speech rate, neutral voice volume; end of the conversation (final phrases summarizing the topic of the conversation, etiquette phrases, farewell).

Etiquette norms; technique for implementing etiquette norms

In modern linguistics, the term "norm" is understood in two meanings: firstly, the standard is the generally accepted use of a variety of language means, regularly repeated in the speech of speakers (reproduced by speakers), and secondly, prescriptions, rules, instructions for use, recorded in textbooks, dictionaries , reference books.

There are several definitions of the norm. For example, S.I. Ozhegov said: “A norm is a set of the most suitable (“correct”, “preferred”) language means for serving society, emerging as a result of the selection of linguistic elements (lexical, pronunciation, morphological, syntactic) from among coexisting, present, formed again or extracted from the passive stock of the past in the process of social, in a broad sense, evaluation of these elements. In the encyclopedia "Russian language" - "Norm (linguistic), literary norm - rules of pronunciation, grammatical and other linguistic means, rules of word usage adopted by the social and speech practice of educated people."

The definition has become widespread: "... the norm is the language units that currently exist in a given language community and are mandatory for all members of the community and the patterns of their use, and these mandatory units can either be the only possible ones, or act as coexisting in within the limits of the literary language of variants".

In order to recognize a particular phenomenon as normative, the following conditions are necessary:

• 1) regular use (reproducibility) of this mode of expression,
• 2) the correspondence of this method of expression to the possibilities of the literary language system (taking into account its historical restructuring),
• 3) public approval of a regularly reproduced way of expression (and the role of the judge in this case falls to the lot of writers, scientists, the educated part of society).

The given definitions concern the language norm. The concept of speech norm is closely connected with the concept of functional style. If language norms are the same for the literary language as a whole, they unite all normative units, regardless of the specifics of their functioning, then speech norms establish patterns for the use of linguistic means in a particular functional style and its varieties. These are functional and stylistic norms, they can be defined as the laws of selection and organization of language means that are mandatory at a given time, depending on the situation, the goals and objectives of communication, and the nature of the utterance. For example, from the point of view of the language norm, the forms are considered correct on holiday -- on vacation, doors -- doors, a student who reads - a student who reads, Masha is beautiful - Masha is beautiful etc., however, the choice of one or another specific form, one or another word depends on speech norms, on communicative expediency.

Speech is closely related to ethics. Ethics prescribes the rules of moral behavior (including communication), presupposes certain manners of behavior and requires the use of external formulas of politeness expressed in specific speech actions.

Compliance with the requirements of etiquette in violation of ethical standards is hypocrisy and deception of others. On the other hand, a completely ethical behavior that is not accompanied by the observance of etiquette will inevitably make an unpleasant impression and cause people to doubt the moral qualities of a person.

In oral communication, it is necessary to observe a number of ethical and etiquette norms that are closely related to each other.

Rules and norms of speech etiquette at the beginning of communication: appeal, greeting

Greetings: If the addressee is unfamiliar to the subject of speech, then communication begins with an acquaintance. This can happen both directly and indirectly. According to the rules of good manners, it is not customary to enter into a conversation with a stranger and introduce yourself. However, there are times when it is necessary to do so. Etiquette prescribes the following formulas: Allow me to get acquainted with you; I would like to get to know you; Let's get acquainted. When visiting an institution, office, office, when there is a conversation with an official and it is necessary for him to introduce himself, the following formulas are used: Allow (allow) to introduce myself My last name is Kolesnikov. Formal and informal meetings of acquaintances, and sometimes strangers, begin with a greeting. In Russian, the main greeting is hello. It goes back to the Old Slavonic verb to be healthy, which means "to be healthy", i.e. healthy. Along with this form, a greeting is common, indicating the time of the meeting: Good morning, Good afternoon, Good evening. In addition to common greetings, there are greetings that emphasize the joy of meeting, respectful attitude, desire for communication: Very glad to see you!; Welcome!; My regards! An indicative example that makes it possible to observe the entry, penetration into a foreign environment through the implementation of the etiquette rules of speech accepted in that environment and the accepted forms of greeting: “Hi, Iron, how are you? I told him as unceremoniously as possible. Things are like in Poland: whoever has a cart, that’s a pan, - he answered briskly, as if we had known each other for a hundred years ”(Ch. Aitmatov. Scaffold). Well, if the hero had used the familiar to himself (characteristic of his own social characteristics) you to an unfamiliar person, he would have remained a stranger.

Villagers tend to greet even strangers, sending them a sign of goodwill. Hello pleases us. Be that as it may, we need an etiquette greeting sign at least to say: I notice you.

Handling: Appeal is one of the most important and necessary components of speech etiquette. The appeal is used at any stage of communication, throughout its duration, serves as its integral part. At the same time, the norm of the use of the address and its form have not been finally established, cause controversy, and are a sore spot in Russian speech etiquette.

The monarchical system in Russia of the 20th century maintained a division into estates: nobles, clergy, raznochintsy, merchants, philistines, and peasants. Hence the appeal lord, madam in relation to people of privileged classes; sir, madam - for the middle class or master, mistress for both and the absence of a single appeal to representatives of the lower class.

In other civilized countries, the appeals were the same for all layers and classes (Mr., Mrs., Miss - England, USA; signor, signorina, signora - Italy; sir, sir - Poland, Czech Republic and Slovakia)

After the revolution, all the old ranks are abolished and two new addresses are introduced: “comrade” and “citizen”. The word "citizen" comes from the Old Slavonic city dweller (resident of the city). In the XVIII century, this word acquires the meaning of "a full member of society, the state." But in the 20th century, especially in the 1920s and 1930s, a custom appeared, and then it became the norm when addressing arrested, convicted, imprisoned employees of law enforcement agencies and vice versa, not to say comrade, only citizen. As a result, the word citizen for many has become associated with detention, arrest, the police, and the prosecutor's office. The negative association gradually “grown” to the word so much that it became its integral part, so rooted in the minds of people that it became impossible to use the word citizen as a commonly used address.

The fate of the word comrade was somewhat different. It came to us from the Turkic language in the 15th century and had the root tavar, meaning "property, livestock, goods." Probably, initially comrade had the meaning "companion in trade", then it was supplemented with the meaning "Friend". From the end of the 19th century, Marxist circles were created in Russia, their members called each other comrades. In the days of communism, comrade was the main appeal to a person, later it began to be replaced by words like: man, woman, grandfather, father, boyfriend, aunt, uncle. These appeals can be perceived by the addressee as disrespect for him, unacceptable familiarity.

Starting from the end of the 80s of the last century, appeals began to return to use: sir, madam, sir, madam. The appeal comrade is legally left as an official appeal in the armed forces and other power structures, as well as communist organizations, factory and factory collectives.

After the greeting, a business conversation usually begins. Speech etiquette provides for several beginnings, which are determined by the situation. The most typical are 3 situations: solemn, working, mournful.

The first includes public holidays, anniversaries of the enterprise and employees, receiving awards, birthdays, name days, significant dates for the family or its members, presentation, conclusion of an agreement, creation of a new organization. On any solemn occasion, a significant event, invitations and congratulations follow. Depending on the situation (official, semi-official, unofficial), invitation and congratulatory clichés change.

Invitation: Allow (allow) to invite you., Come to the holiday (anniversary, meeting ..), we will be glad to see you.

Congratulations: Please accept my (most) cordial (warm, hot, sincere) congratulations ..; On behalf of (on behalf of) congratulations; heartily (warmly) congratulations.

As in all other situations of interpersonal communication, congratulations should be extremely correct, appropriate and sincere. Only here with sincerity you need to be very careful.

Congratulations are a society-accepted ritual of respect and joy for a loved one, but this is not a way of conducting a conversation or correspondence; congratulations should not contain purely personal topics and questions of the congratulatory addressee. The content of the congratulations is an expression of joy, but nothing more.

A sad situation is associated with death, death, murder and other events that bring misfortune, grief. In this case, condolences are expressed. It should not be dry, state-owned. Condolence formulas, as a rule, are stylistically elevated, emotionally colored: Allow (allow) to express (to you) my (my) deep (sincere) condolences. I bring (to you) my (accept mine, please accept mine) deep (sincere) condolences. I share (understand) your sadness (your grief, misfortune)

The listed beginnings (invitation, congratulations, condolences, expressions of sympathy) do not always turn into business communication, sometimes the conversation ends with them.

In a daily business environment (business, work situation), speech etiquette formulas are also used. For example, when summing up the results of work, when determining the results of the sale of goods, it becomes necessary to thank someone or, conversely, to reprimand, to make a remark. In any job, in any organization, someone may need to give advice, make a suggestion, make a request, express consent, allow, prohibit, refuse someone.

Acknowledgment: Allow (permit) to express (great, huge) gratitude to Nikolai Petrovich Bystrov for the excellent (perfectly) organized exhibition; the company (management, administration) expresses gratitude to all employees for ...

In addition to official thanks, there are also ordinary, unofficial thanks. This is an ordinary "thank you", "you are very kind", "not worth thanks", etc.

Remarks, warning: The firm (management, board, editorial office) is forced to make a (serious) warning (remark) .., To (great) regret (chagrin), must (forced) to make a remark (to reprimand). Often, people, especially those with power, consider it necessary to express their proposals, advice in a categorical form: Everyone (you) must (must) ..., categorically (persistently) advise (propose) to do ... Advice, suggestions expressed in this form are similar to an order or an order and do not always give rise to a desire to follow them, especially if the conversation takes place between colleagues of the same rank. The "magic" of speech etiquette is that it really opens the door to our human interactions. Try to say, for example, in transport: Move over! Your recipient will most likely interpret this as a rude request and will have the right not to perform the action. And add the magical please - and the imperative form already expresses a request, and only a request that is respectful enough, directed to an equal partner. And there are many other ways to handle this situation: Is it difficult for you to move?; If it doesn't bother you, move over, please, and more. others

Politeness and mutual understanding: Be mutually polite - signs in stores call us. You have to be polite - the parents of the children teach ... What does it mean - to be polite, why are we taught this from early childhood, why is this necessary? To answer these questions, first of all, consider the relationship between such phenomena as etiquette and politeness. Recall that etiquette and speech etiquette are rules adopted in a particular society, circle of people, norms of behavior, including speech behavior (in accordance with the distribution of social roles in an official and informal setting of communication), which, on the one hand, regulate, and on the other hand, discover, show the relationship of members of society along such lines: one's own - someone else's, superior - inferior, senior - junior, distant - close, familiar - unfamiliar and even pleasant - unpleasant. Here a boy came to the circle, he said to his friends: Great, guys! In this case, he chose such signs of speech behavior that put him on a par with others, demonstrate the rough-familiar tonality of communication, so characteristic of adolescents, these signs tell others: "I am my own, close." To the head of the circle, even the young one, he cannot say: Great, guy, because in this case the norms of role relations will be violated, because the senior in position must be given signs of attention corresponding to seniority. If you don't do this, you'll show impoliteness. This means that impoliteness is such a manifestation when the addressee is assigned a role lower than that which belongs to him in accordance with his characteristics. Therefore, violation of the norms of etiquette always turns into impoliteness, disrespect for the partner. Well, what about courtesy? Politeness is a moral quality that characterizes a person for whom respect for people has become a daily norm of behavior and a familiar way of dealing with others. So politeness is a sign of respect. Politeness is both a willingness to provide a service to someone who needs it, and delicacy, and tact. And, of course, timely and appropriate speech manifestation - speech etiquette - is an integral element of politeness. Since politeness is a form of showing respect for another, then respect in itself implies recognition of the dignity of the individual, as well as sensitivity, delicacy in relation to another. If you look at the example of “Hey, guys!” from this point of view, - in relation to acquaintances of teenagers from a peer, it can be noted that in this greeting and address there is no special reflection of respect, there is only a sign of entering into speech contact of “one’s own”, “equal” in relaxed, familiar relationships. So, there is no special politeness here.

Politeness is also essential in business communication.

First, you must be respectful and kind to the interlocutor. It is forbidden to offend, insult, express disdain to the interlocutor with your speech. Direct negative assessments of the personality of the communication partner should be avoided; only specific actions can be evaluated, while observing the necessary tact. Rough words, a cheeky form of speech, an arrogant tone are unacceptable in intelligent communication. Yes, and from the practical side, such features of speech behavior are inappropriate, because. never contribute to achieving the desired result in communication.

Politeness in communication involves understanding the situation, taking into account the age, gender, official and social position of the communication partner. These factors determine the degree of formality of communication, the choice of etiquette formulas, and the range of topics suitable for discussion.

Secondly, the speaker is ordered to be modest in self-assessments, not to impose his own opinions, to avoid excessive categoricalness in speech.

Moreover, it is necessary to put the communication partner in the center of attention, show interest in his personality, opinion, take into account his interest in a particular topic.

It is also necessary to take into account the listener's ability to perceive the meaning of your statements, it is advisable to give him time to rest and concentrate. For the sake of this, it is worth avoiding too long sentences, it is useful to make small pauses, use speech formulas to maintain contact: you, of course, know ...; you might be interested to know...; as you can see...; note…; it should be noted ... etc.

Norms of communication determine the behavior of the listener.

First, it is necessary to postpone other matters in order to listen to the person. This rule is especially important for those professionals whose job is to serve customers.

When listening, one must be respectful and patient with the speaker, try to listen to everything carefully and to the end. In case of heavy employment, it is permissible to ask to wait or reschedule the conversation for another time. In official communication, it is completely unacceptable to interrupt the interlocutor, to insert various remarks, especially those that sharply characterize the interlocutor's proposals and requests. Like the speaker, the listener puts his interlocutor in the center of attention, emphasizes his interest in communicating with him. You should also be able to express agreement or disagreement in time, answer a question, ask your own question.

When the conversation ends, the interlocutors use the formulas for parting, ending communication. They express a wish (All the best (good) to you! Goodbye!); hope for a new meeting (Until the evening (tomorrow, Saturday); I hope we part for a short time. I hope to see you soon); doubt about the possibility of meeting again (Farewell! It is unlikely that we will see each other again. Do not remember dashingly!).

In addition to the usual forms of farewells, there is a long-established ritual of a compliment. A tactfully and timely compliment, it cheers up the addressee, sets up a positive attitude towards the opponent. A compliment is said at the beginning of a conversation, at a meeting, acquaintance or during a conversation, at parting. A compliment is always nice. Only an insincere compliment is dangerous, a compliment for the sake of a compliment, an overly enthusiastic compliment. The compliment refers to the appearance, indicates the excellent professional abilities of the addressee, his high morality, gives an overall positive assessment

• - You look good (excellent, fine).
• - You are (so, very) charming (smart, resourceful, practical).
• - You are a good (excellent, excellent) specialist.
• - It is pleasant (excellent, good) to deal with you (work, cooperate).
• - It was nice to meet you!
• - You are a very nice (interesting) person (interlocutor).

The absence of a farewell ritual or its indistinctness or crumpledness does not in any way indicate that the person left “in English”, this indicates either a negative, hostile or hostile attitude of a person or his banal bad manners.

The rules of etiquette also apply to writing.

An important issue of business letter etiquette is the choice of address. For standard letters on formal or minor occasions, the appeal "Dear Mr. Petrov!" For a letter to a superior, an invitation letter or any other letter on an important issue, it is advisable to use the word dear and call the addressee by name and patronymic.

In business documents, it is necessary to skillfully use the possibilities of the grammatical system of the Russian language.

So, for example, the active voice of a verb is used when it is necessary to indicate the character. The passive voice should be used when the fact of an action is more important than the mention of the persons who performed the action.

The perfective form of the verb emphasizes the completeness of the action, and the imperfective indicates that the action is in the process of development.

There is a tendency in business correspondence to avoid the pronoun "I". The first person is expressed by the end of the verb.

Through letters, information is exchanged, proposals are made, negotiations are conducted, etc. Sometimes information and reference documentation simply confirms facts, events that need only be taken into account.

Thus, a service letter is a generalized name for documents of different content, drawn up in accordance with GOST, sent by mail, fax or other means.

Without exaggeration, we can say that this is one of the most common types of official documents, therefore, the success of solving specific issues, and hence the entire enterprise as a whole, will largely depend on how accurate, literate, and correct the text of the message is.

Business correspondence must necessarily meet the requirements.

Accuracy, the unambiguity of the statement. All words should be used according to their lexical meaning.

Logic Each letter is:

• - statement of the essence of the issue;
• - speech action;
• - conclusion.

Literacy- a necessary part of any document

Correctness. Business correspondence is correct if it follows the etiquette frame and is characterized by a friendly or neutral tone of presentation.

The official business style is one of the functional styles of the modern Russian literary language: a set of language tools, the purpose of which is to serve the sphere of official business relations (business relations between organizations, within them, between legal entities and individuals). Business speech is realized in the form of written documents built according to the rules common for each of their genre varieties. Types of documents differ in the specifics of their content (what official business situations are reflected in them), and, accordingly, in their form (set and layout of details - content elements of the text of the document); they are united by a set of language means traditionally used to convey business information.

Etiquette of virtual communication

In general, the virtual world, at times, strikes with its anarchic communication, sometimes turning into a flood (sending more than two messages per second, often with primitive content). In addition to the official rules of online conversation that everyone tries to follow, there is a so-called "unwritten code of communication", similar to the etiquette of the real world. Here you should also say hello before starting a conversation, avoid unnecessary flooding, do not abuse exclamation marks, and also avoid the abundance of CAPITAL LETTERS, when used, the interlocutor (s) will have an ambiguous opinion about you. You should not use a lot of emoticons (eng. Smile - smile), which are a digital (letters - encoded numbers) expression of emotions. As evidence of my innocence, I will quote from www.bash.org.ru: “I am verbose and a master of polemical dispute, a master of the tie of words and an illusionist of speech. I am a walking dictionary of Russian synonyms. I can make a Balinese platypus out of any okapi, even if they are not found in Bali. I can sell the Eskimos a wagon of potatoes without the wagon and potatoes, but with high fur boots and a sack of snow. But even I am not omnipotent and I can only shake my head at the replica of the level “:))))))”. Violation of the “unwritten code of communication” will give out an inexperienced or “too young” user in the interlocutor, it is unlikely that you will be able to start a fruitful conversation with him, and his messages will simply be an eyesore. (“Sirs, Peers, know the measure” (c) A. ConanDoyle). It is worth restraining emotions, expressing yourself in essence, being moderately verbose, then communication with you will not be a burden to others.

virtual communication

In our time, in addition to traditional methods of face-to-face communication, there are still many virtual ones. For example, communication over the short message service (SMS), which includes communication between people who have mobile phones. ICQ (ICQ for short) is a computer program that allows you to print and see the messages of one or more people on a monitor. These are the main ways of virtual communication, but there are still many branches (IRC, Skype, forums, etc.) trust him. In fact, the letters that form into words on your screen are an expression of the thoughts of the interlocutor. But this is not enough for full-fledged communication, because there is no visual contact and the voice of the interlocutor is not heard (Skype is an exception). Another missed moment in virtual communication is emotions. In network etiquette, there is a way to express any primitive feelings (sadness, smile, laughter), but it’s worth considering whether a colon with a closing bracket “:)” can convey a smile of a white-toothed beauty? Unlikely. And there is no way to observe the uncontrollable reaction of the interlocutor's body to any of your statements (whether it be embarrassment that contributes to reddening of the face). We will not see this, which leads to the inferiority of communication. There is also no opportunity to feel the timbre of the voice, the beat and other aspects of phonetics. It all comes down to the monotonous clattering of the keyboard. The life of conversation is lost, the playfulness of demagoguery, the aesthetics of dialogue. From the etiquette of communication there are some bytes of rules hanging alone on the official website of IRC communication, which almost no one reads.

In the life of every person, etiquette communication plays a key role. We are forced to observe rituals and put into practice etiquette rules. Speech, gestures, facial expressions - all this forms our behavior, which varies depending on with whom the dialogue is built, what goal is pursued, what kind of relationship we have with the interlocutor, etc. It is unacceptable to make mistakes in the process of communication. Behavior rules and good manners are instilled in childhood, at the moment of active comprehension of the world. In youth, their observance seems to be an unnecessary formality, and only with age comes the realization of how important communication etiquette is for a modern person.

Every person moving in society must be able to use their native language. But you need to do it correctly, observing behavior rules and culture of speech etiquette. We do not always have to communicate with people who adhere to these rules. Depending on the conditions of communication and the goals pursued by opponents, the type of speech may change. Usually such a "switch" occurs unconsciously and is dictated by the peculiarities of human relationships. For example, the liberties that we can take in the presence of loved ones are unacceptable in the company of strangers. And the manner of communicating with children is markedly different from how we build a conversation with people of our own age. Below are examples of how you can break through the use of certain words and modulation.

Examples of violation of speech etiquette

Anyone can encounter problems related to the culture of speech. People are not used to thinking about what they say and how it looks from the outside, so quite often they make mistakes in speech. The most common violations of speech etiquette are:

• non-compliance with the rules of the ritual of speech etiquette in a particular situation (did not greet, did not apologize, forgot to thank);
• choosing expressions that are inappropriate under the circumstances and in relation to the partner.

• phrases with “thieves” words and jargon inserted into them (“finally”, “in kind”, “people”, “freaky”, “I can’t get it”);
• foul language.

Sometimes a shade of sarcasm can be carried by phrases in which the addressee's name and patronymic are used too often: “Hello, Ivan Ivanovich. I heard you went to England, Ivan Ivanovich. When else are you going there, Ivan Ivanovich?

Thanks to the use by a person in his speech of certain formulas of speech etiquette, you can learn a lot about his character, level of education, position in society, place of residence (whether he is a city dweller or a villager), professional position, attitude towards the interlocutor, etc. Moreover, get valuable information is possible without even knowing the person personally. It is enough to turn to several works of art to understand who literary heroes are in life. The characters of stories, short stories, novels also often make mistakes in communicating with others and do not observe behavior rules : an arrogant commanding tone, rudeness, a demonstration of power form a human image not from the best side.

One of the clearest examples of impolite behavior is Chekhov's story "The triumph of the winner." One of the characters, Aleksey Ivanych Kazulin, likes to use orders (“! Eat this very piece of bread with pepper!”), which is humiliating for the opponent and emphasizes the difference in social roles.

Rudeness, ignorance, inability to empathize is demonstrated by another Chekhov hero, Khirin, a character in the play "Jubilee". The remarks of this gentleman (“Do you have a head on your shoulders or what?”, “Well, damn me at all, I have no time to talk to you! I’m busy”) emphasize his indifference to others and speak of low speech culture.

Rules of speech etiquette - examples

Any communication is built through the use of various rules that help the persons participating in the conversation to conduct a cultural, intelligent, competent dialogue. Depending on the situation, it is customary to be guided by certain formulas. But this is not so simple, because the main difficulty of speech etiquette lies in the ability of a person to apply the necessary formulas. That is why it is so important during a conversation not only to be as polite as possible, but also to skillfully apply : examples, most clearly reflecting the diversity of human contacts, can be taken from everyday life, because the culture of communication begins at home. For example, before going to bed, it is customary to wish everyone good night, and after waking up, good morning. For a delicious dinner, you should thank the hostess, even if it is a mother or spouse. Coming to work, we greet colleagues and superiors, leaving the workplace - we say goodbye. Thank you for the service you provided, and we apologize for the inconvenience. Everyone follows the rules of speech etiquette, even without knowing it. Today it is even difficult to imagine what speech would be like without these rules. It is unlikely that the participants in the conversation would be pleasant to each other if such restrictions did not exist.

In various etiquette situations, it is customary to use predetermined phrases, expressions and words that form : examples this kind of "blanks" are known to everyone, and they are used in 3 cases: at the beginning of the conversation, in the main part of the conversation and in the final part (at the moment of farewell).

So, an acquaintance or greeting begins with the use of greeting formulas that allow you to continue the conversation in a given direction. The choice of formulas depends on the interlocutors (their age, gender, status). You can focus on the emotional component (“Hello! How glad I am to see you!”), Use a democratic form of greeting (“Hello!”) Or phrases-wish (“Good day!”).

During the main conversation, it is important to achieve the location of the interlocutor and earn a reputation as a good person. To do this, you should follow the golden rule - clearly and clearly express your thoughts.

In the final part of the conversation, it is customary to use the generally accepted form "Goodbye!" (if it is necessary to end the conversation with an official note) or “Bye!” (if the interlocutors are connected by friendly or family relations). It’s also a good idea to use health wish formulas (“Be healthy!”, “Don’t get sick!”) Or use the general phrase “All the best!”.

Speech etiquette - examples

Success in society depends on how well a person masters the art of oratory, how skillfully he uses words as tools of thought and persuasion. In the modern world, it is important not only to be able to build one's own speech, but also to defend one's position, observing etiquette rules, and adequately respond to the statements of opponents. In order to perfectly master the art of practical verbal influence, it is important to study from childhood speech etiquette: examples , which are given in works of art or are given from life, will help in mastering and consolidating the rules of speech communication.

Speech etiquette - examples from the literature

The most vivid reflection of speech etiquette found in Russian literature. Today, the old system of speech etiquette is practically destroyed. The words sir, gentleman, father, dove, Your Excellency, dear sir, mother, came out of the speech circulation. It is rare for our contemporaries to utter such literary sayings as “Peace to your home”, “I have the honor to bow”, “Your most humble servant”, “You bothered me”, “My darling”, “Be healthy!” (in the meaning of "bye"), "If you please ask."

Meanwhile, the heroes of Russian works of art are most often endowed with rich inner moral qualities, and they also pay great attention to compliments as a form of speech etiquette. This emphasizes the spirituality of Russian culture. Literary works are dominated by general evaluation compliments that can be used in almost any situation: “How good she was!” (P. Aleshkin "Russian tragedy"), "... I love like you, pretty" (A. Kuprin "Pit"), "Tanyukha is a woman, a real woman ..." (A. Komarov "Zebra").

Acquaintance with the works of Russian classics is a great opportunity to enrich and diversify your speech. But the main task is not so much in replenishing the vocabulary with new words, but in acquiring the ability to competently build one's speech and select words that can be used in various situations, as literary heroes do. , which are given in books, will help to master verbal speech.

Speech etiquette - examples from life

Every day we are faced with various life situations that require us to comply with etiquette rules. So, meeting someone (even an unfamiliar person) on the street or in public places, it is customary to say hello. At the same time, it is appropriate to greet even strangers with whom you had to ride in an elevator or climb stairs. When leaving public transport, you should ask those in front if they are going to get off. In the case of a negative answer, you should correctly ask people to let you through to the exit. When overtaking someone on the stairs or making your way to the exit through the line at the cash register, you should tactfully apologize. When talking on the phone, it is important to monitor your intonation, to be extremely polite. During a speech of a person in front of an audience (a lecturer, a colleague who presents a project), it is tactless to interrupt or correct him. It is better to wait until the end of the speech or pause and speak out, trying not to offend or hurt his self-esteem. During a conversation with others, it is forbidden to focus on social differences. Position in society and the degree of material security play an important role, but it is not at all necessary to emphasize this. There are a lot of etiquette situations that require us to observe the rules of decency and a polite attitude towards people, each case is individual and requires a special approach.

Speech etiquette - examples of communication

The manner of communication of a person reflects not only the degree of his culture and level of education. Speech can tell a lot about each of us - about ideology, class, political views. The speech etiquette of each country has its own national specifics. owns it and : examples reflecting its features are as follows:

• application of the "you" form to a single person;
• the use of the name and patronymic when referring to the interlocutor;
• the absence of social status-neutral personal appeals and the use of impersonal forms of constructing phrases (sorry, do not tell me, I'm sorry);
• construction of phrases according to the principle of inflection - by agreeing words by changing the endings (while the construction of sentences in European languages ​​occurs due to the addition of articles, auxiliary verbs, prepositions);
• the assumption of almost any order of words in a sentence (unlike many other languages, where the structure of sentences is rigidly fixed);
• the possibility of using words in a figurative sense, allegories, metaphors (the meaning of the phrases "wolfish appetite", "golden hands", etc. is difficult to explain to foreigners).

Words of speech etiquette - examples

The leading role in the composition of speech etiquette is played by individual words (phrases), which are usually used during a conversation. Such appeals are a reflection of the relationship that is established between the interlocutors in the process of communication. In addition, they are able to classify the participants in the conversation. We are talking about the use of stable, stereotypical formulas. Below are , examples, often used in Russian speech, are given in brackets:

• words of appeal (you / you, master, girl, young man);
• words of request (please, allow);
• words of apology (I'm sorry, I'm sorry, I'm sorry);
• words of wishes (have a good day / mood, good luck, good luck);
• words of invitation (I invite, let me invite);
• words of gratitude (thank you, thank you, express gratitude);
• words of congratulations (congratulations, congratulations);
• words of greeting (hello, hello, good to see you);
• words of condolence (I offer sincere condolences, I share your grief);
• words of consolation / sympathy (sincerely understand / sympathize, do not worry, everything will be fine);
• words of consent / refusal (will be done / unable to help, do not mind / have to refuse).

Today, correct and cultured speech no longer occupies its former dominant place in society. Most people communicate without due respect and respect for each other, thereby giving rise to misunderstandings, unnecessary quarrels and swearing.

If you adhere to certain norms of speech etiquette, then everyday communication will bring pleasure and joy, turning it into strong friendships, business contacts, families.

Peculiarities

First of all, you need to find out what etiquette is. Summarizing most of the definitions, we can conclude that etiquette is a set of generally accepted rules regarding the norms of behavior, appearance, and communication between people. In turn, speech etiquette is certain linguistic norms of communication that are well-established in society.

This concept appeared in France during the reign of Louis XIV. Court ladies and gentlemen were given special “labels” - cards with recommendations on how to behave at the table at a banquet, when a ball was in progress, a solemn reception of foreign guests was taking place, etc. In this “forced” way, the foundations of behavior were laid, which over time, they entered the common people.

From time immemorial and to this day, in the culture of each ethnic group, there have been and still exist their own special norms of communication and behavior in society. These rules help to tactfully enter into verbal contact with a person without hurting his personal feelings and emotions.

Features of speech etiquette are in a number of linguistic and social properties:

1. The inevitability of the implementation of etiquette forms. This means that if a person wants to be a full-fledged part of society (a group of people), then he must comply with generally accepted norms of behavior. Otherwise, society may reject him - people will not want to communicate with him, maintain close contact.
2. Speech etiquette is a public courtesy. It is always flattering to communicate with a well-mannered person, and it is especially pleasant to respond with a mutual “kind” word. It is not uncommon for people to be unpleasant to each other, but they ended up in the same team. This is where speech etiquette will help out, because all people want comfortable communication without swear words and harsh expressions.
3. The need to comply with speech formulas. The speech action of a cultured person cannot do without a sequence of stages. The beginning of the conversation always begins with a greeting, then comes the main part - the conversation. The dialogue ends with farewell and nothing else.
4. Smoothing conflicts and conflict situations. Saying "I'm sorry" or "I'm sorry" at the right time will help to avoid unnecessary conflicts.
5. The ability to show the level of relationships between interlocutors. For people in a close circle, as a rule, warmer words of greeting and communication in general are used (“Hi”, “How nice to see you”, etc.). Unfamiliar people simply adhere to the "official" ("Hello", "Good afternoon").

The manner of communicating with people is always a direct indicator of the level of upbringing of a person. To become a worthy member of society, it is necessary to develop communication skills, without which it will be very difficult in the modern world.

Formation of a culture of communication

From the moment of birth, the child begins to receive the necessary knowledge for the formation of skills and abilities. Speaking skill is the basis of conscious communication, without which it is difficult to exist. Now he is given great attention not only in the family, but also in educational institutions (school, university). The culture of communication is understood as a model of speech behavior, which must be relied upon when talking with another individual. Its full formation depends on many components: the environment in which a person grew up, the level of upbringing of his parents, the quality of education received, personal aspirations.

Building a culture of communication skills is a long and complex process. It is based on a number of goals and objectives, having achieved which, you can fully master the skill of tactful and polite communication with people in secular society and at home. They are aimed (goals and objectives) at developing the following qualities:

1. sociability as an individual property of a person;
2. the formation of communicative relationships in society;
3. lack of isolation from society;
4. social activity;
5. improving academic performance;
6. the development of an individual's rapid adaptation to a variety of activities (playing, learning, etc.).

The relationship of culture and speech

Each person sees and feels an invisible connection between the culture of speech and etiquette. It seems that these concepts are absolutely close and equal to each other, but this is not entirely true. To begin with, it is necessary to define what culture is in the broadest sense.

Culture is understood as the presence of certain communicative qualities and knowledge in a person, good erudition, and as a result, sufficient vocabulary, awareness in a number of many issues, the presence of education, as well as the ability to behave in society and alone with oneself.

In turn, the culture of conversation or communication is the image of the individual's speech, his ability to conduct a conversation, express his thoughts in a structured way. This concept is very difficult to understand, so there is still a lot of debate about the accuracy of this definition.

In Russia and abroad, this branch of linguistics as a science is engaged in the development of communication rules and their systematization. Also, the culture of speech means the study and application of the rules and norms of written and oral speech, punctuation, accentology, ethics and other sections of linguistics.

From a scientific point of view, speech is defined as "right" or "wrong". This implies the correct use of words in various language situations. Examples:

• “Go home already! "(correctly say - go);
• “Put bread on the table? "(The word "lay down" is not used without prefixes, so it is necessary to use only such correct forms - put, lay out, impose, etc.)

If a person calls himself cultural, then it is assumed that he has a number of distinctive qualities: he has a large or above average vocabulary, the ability to correctly and competently express his thoughts, the desire to increase the level of knowledge in the field of linguistics and ethical standards. From ancient times to this day, literary speech has been the standard of etiquette and highly cultured communication. The basis of the correct Russian language lies in the classical works. Therefore, it can be said with certainty that speech etiquette is completely interconnected with the culture of communication.

Without a quality education, good upbringing and a special desire to improve communicative qualities, a person will not be able to fully observe the culture of speech, as he will simply be poorly acquainted with it. The environment has a special influence on the formation of the language culture of the individual. Speech habits are “worked out” among friends and relatives.

Moreover, speech culture is directly related to such an ethical category as politeness, which, in turn, also characterizes the speaker (polite or rude). In this regard, we can say that people who do not comply with the norms of communication show the interlocutor the lack of culture, their bad manners and impoliteness. For example, a person does not say hello at the beginning of a conversation, uses profanity, swear words, does not use the respectful address "you" when it was expected and implied.

Speech etiquette is closely intertwined with the culture of communication. To improve the level of speech, it is necessary not only to study the formulas of official dialogue, but also to improve the quality of knowledge by reading classical literature and communicating with polite and highly intelligent people.

Functions

Speech etiquette performs a number of important functions. Without them, it is difficult to form an idea about it, as well as to understand how it manifests itself at the moment of communication between people.

One of the dominant functions of the language is communicative, because the basis of speech etiquette is communication. In turn, it consists of a number of other tasks, without which it would not be able to fully function:

• Social(aimed at establishing contact). This implies the initial establishment of communication with the interlocutor, maintaining attention. Sign language plays a special role at the stage of establishing contact. As a rule, people look eye to eye, smile. Usually this is done unconsciously, on a subconscious level, in order to show the joy of meeting and starting a dialogue, they extend their hand for a handshake (with close acquaintance).
• Connotative. This function is aimed at showing politeness towards each other. This applies both to the beginning of the dialogue and to all communication in general.
• Regulatory. It is directly related to the above. From the name it is clear that it regulates relations between people during communication. In addition, its purpose is to convince the interlocutor of something, to encourage him to act, or vice versa, to prohibit doing something.
• emotional. Each conversation has its own level of emotionality, which is set from the very beginning. It depends on the degree of acquaintance of people, the room in which they are located (a public place or a cozy table in the corner of a cafe), as well as on the mood of each individual at the time of speech.

Some linguists complete this list with the following features:

• imperative. It involves the influence of opponents on each other during a conversation through gestures and facial expressions. With the help of open poses, you can win over a person, scare or pressure, “increasing your volumes” (the speaker throws his arms high and wide, spreads his legs, looks up).
• Discussion-polemical. In other words, a dispute.

Based on the above functions, the following series of properties of speech etiquette are distinguished:

1. thanks to him, a person can feel like a full-fledged part of the team;
2. it helps to establish communication links between people;
3. helps to find out information about the interlocutor;
4. with its help you can show your degree of respect for the opponent;
5. speech etiquette helps to establish a positive emotional mood, which helps to prolong the conversation and make more friendly contact.

The above functions and properties once again prove that speech etiquette is the basis of communication between people, which helps a person start a conversation and finish it tactfully.

Kinds

If you turn to the modern dictionary of the Russian language, then you can find a definition of speech as a form of communication between people with the help of sounds that form the basis of words from which sentences are built, and gestures.

In turn, speech can be internal (“dialogue in the head”) and external. External communication is divided into written and oral. Oral communication takes the form of a dialogue or monologue. Moreover, written speech is secondary, and oral speech is primary.

Dialogue is a process of communication between two or more individuals for the purpose of exchanging information, impressions, experiences, emotions. A monologue is a speech by one person. It can be addressed to the audience, to oneself or to the reader.

Written speech is more conservative in its structure than oral speech. It also strictly “requires” the use of punctuation marks, the purpose of which is to convey the exact intention and emotional component. Translating words into writing is a complex and interesting process. Before writing anything, a person thinks about what exactly he wants to say and convey to the reader, and then how to write it down correctly (grammatically and stylistically).

Audible verbal communication is spoken language. It is situational, limited by time and space, where the speaker directly speaks. Oral communication can be characterized by categories such as:

• content (cognitive, material, emotional, inciting to action and activity);
• interaction technique (role communication, business, secular, etc.);
• purpose of communication.

If we talk about speech in a secular society, then in this situation people communicate on topics that are prescribed in speech etiquette. In fact, this is an empty, pointless and polite communication. To some extent, it can be called mandatory. People may perceive a person's behavior as an insult in their direction if he does not communicate and does not greet anyone at a social reception or corporate party.

In a business conversation, the main task is to achieve agreement and approval from the opponent in any issue or matter of interest.

Elements of speech

The purpose of any speech act is to influence the interlocutor. The conversation was created in order to convey information to a person, to have fun, to convince him of something. Speech is a unique phenomenon that is observed only in a human being. The more meaningful and expressive it is, the greater the effect it will produce.

It should be understood that words written on paper will have less impact on the reader than phrases spoken aloud with emotion embedded in them. The text cannot convey the whole “palette” of the mood of the individual who wrote it.

The following elements of speech are distinguished:

• Content. This is one of the most important elements, since it reflects the speaker's true knowledge, his vocabulary, well-read, as well as the ability to convey to the audience the main topic of the conversation. If the speaker "floats" in the topic, is poorly informed and uses expressions and phrases that are incomprehensible to him, then the listener will immediately understand this and lose interest. If this is often observed for an individual, then interest in him as a person will soon be lost.
• Naturalness of speech. First of all, a person must be sure of what he says and how he says it. This will help to have a natural dialogue without taking on any role. It is much easier for people to perceive calm speech without "official" and pretense. It is very important that the posture of the speaking individual is also natural. All movements, turns, steps should be smooth, measured.

• Composition. This is a consistent, ordered arrangement of parts of speech and their logical relationship. The composition is divided into five stages: establishing contact, introduction, main speech, conclusion, summing up. If you remove one of them, then the delivery of information will be a more difficult process.
• Clarity. Before you say something, you need to think about whether the listener will understand you correctly. Therefore, it is necessary to select appropriate stylistic means of expressing thoughts. The speaking person must clearly and moderately loudly pronounce the words, keep a certain pace (not too fast, but not slow), and the sentences should be moderate in length. Try to reveal the meaning of abbreviations and complex foreign concepts.
• Emotionality. It is clear that a person's speech must always convey a certain proportion of emotions. They can be conveyed with the help of intonation, expression and "juicy" words. Thanks to this, the opponent will be able to fully understand the essence of the conversation and become interested.
• Eye contact. This element of speech helps not only to establish contact, but also to keep it. Through eye-to-eye contact, people show their interest and also demonstrate their involvement in the conversation. But visual contact must be established correctly. If you look intently and do not blink, the interlocutor may perceive this as an act of aggression.
• Non-verbal communication. Gestures, facial expressions and postures play a big role during a conversation. They help convey information, convey their attitude to the words spoken and win over the interlocutor. It is always pleasant to listen to a person who “helps” himself with his face and hands. Ordinary verbal communication is boring and dry, without gestures and facial expressions.

The above elements of speech help to analyze any person, to understand how educated, erudite and educated he is.

Language of the body

Sometimes non-verbal communication can reveal more than the individual is trying to say. In this regard, in the course of communication with an unfamiliar person, management or colleague, it is necessary to monitor your gestures and movements. Non-verbal transmission of information is almost subconscious and can affect the emotional mood of the conversation.

Body language includes gestures, postures, facial expressions. In turn, gestures are individual (they can be associated with physiological characteristics, habits), emotional, ritual (when a person is baptized, prays, etc.) and generally accepted (hold out a hand for a handshake).

An important mark on the body language postpones human activity. It can also change depending on environmental factors.

Thanks to gestures and postures, you can understand the readiness of the opponent to communicate. If he uses open gestures (legs or arms are not crossed, he is not standing half a turn), then this means that the person is not closing and wants to communicate. Otherwise (with closed poses), it is better not to bother, but to chat another time.

A conversation with an official or boss is not always carried out when you really want it. Therefore, you need to control your body in order to avoid unpleasant questions.

Masters of oratory advise not to clench your palms into fists, not to hide your hands back (perceived as a threat), try not to close yourself (cross your legs, it is especially unethical to put your foot on your foot in such a way that the toe “pokes” at the interlocutor).

During the speech act, it is better to avoid touching the nose, eyebrows, earlobes. This may be perceived as a gesture indicating a lie in the words.

Particular attention should be paid to the facial muscles. What is in the soul is what is on the face. Of course, when talking with a close friend, you can let go of your emotions, but in the business world, this is unacceptable. At interviews, negotiations and business meetings, it is better not to squeeze or bite your lips.(this is how a person expresses his distrust and concern), try to look into the eyes or at the whole audience. If the gaze is constantly averted to the side or down, then this is how a person expresses his disinterest, fatigue.

According to the rules of speech etiquette with strangers and in an official setting, it is better to keep yourself restrained, without unnecessary emotional leaks. As for the usual everyday communication with friends and family, in this case, you can allow yourself to relax so that gestures and postures echo the words spoken.

Basic rules and regulations

Speech etiquette requires a person to comply with certain norms, since without them the very culture of communication would not exist. The rules are divided into two groups: strictly prohibitive and more advisory in nature (they are determined by the situation and the place in which communication takes place). Speech behavior also has its own rules.

• compliance of the language with literary norms;
• excerpt of stages (first there is a greeting, then the main part of the conversation, then the end of the conversation);
• avoiding swear words, rudeness, tactless and disrespectful behavior;
• choosing the appropriate tone and manner of communication for the situation;
• the use of precise terminology and professionalism without errors.

The regulation of speech etiquette lists the following communication rules:

• in your speech, you must try to avoid "empty" words that do not carry the meaning of words, as well as monotonous speech turns and expressions; Communication should take place at a level accessible to the interlocutor, while using understandable words and phrases.
• in the process of dialogue, let the opponent speak, do not interrupt him and listen to the end;
• the most important thing is to be polite and tactful.

Formulas

At the heart of any conversation is a set of norms and rules that must be followed. In speech etiquette, the concept of speech formulas is distinguished. They help to “decompose” a conversation between people into stages. There are the following stages of the conversation:

• Start of communication(greeting the interlocutor or getting to know him). Here, as a rule, the person himself chooses the form of address. It all depends on the gender of the people entering into the dialogue, their age and emotional state. If they are teenagers, then they can say to each other “Hello! and that will be fine. In the case when people starting a conversation have a different age group, it is better to use the words “Hello”, “Good afternoon / evening”. When these are old acquaintances, communication can begin very emotionally: “How glad I am to see you! ", "Long time no see! ". There are no strict regulations at this stage if this is ordinary everyday communication, but in the case of business meetings, it is necessary to adhere to the “high” style.
• Main conversation. In this part, the development of the dialogue depends on the situation. It can be an ordinary fleeting meeting on the street, a solemn event (wedding, anniversary, birthday), a funeral or an office conversation. In the case when it is some kind of holiday, then the communication formulas are divided into two branches - inviting the interlocutor to a celebration or a significant event and congratulations (congratulatory speech with wishes).
• Invitation. In this situation, it is better to use the following words: “I would like to invite you”, “I will be glad to see you”, “please accept my invitation”, etc.
• Wishes. Here the speech formulas are as follows: “accept my congratulations from the bottom of my heart”, “let me congratulate you”, “on behalf of the whole team I wish ...”, etc.

Sad events associated with the loss of a loved one, etc. It is very important that encouraging words do not sound dry and official, without the proper emotional coloring. It is very absurd and inappropriate to communicate with a person in such grief with a smile and active gestures. In these difficult days for a person, it is necessary to use the following phrases: “accept my condolences”, “I sincerely sympathize with your grief”, “be strong in spirit”, etc.

Working office days. It should be understood that communication with a colleague, subordinate and leader will have different speech etiquette formulas. In a dialogue with each of the listed people, words of compliments, advice, encouragement, a request for a service, etc. can occur.

• Tips and requests. When a person advises an opponent, the following patterns are used: “I would like to advise you ...”, “if you allow me, I will give you advice”, “I advise you”, etc. It is easy to agree that asking someone for a favor is sometimes difficult and uncomfortable. A well-mannered person will feel a little awkward. In such a situation, the following words are used: “can I ask you about ...”, “don’t consider it rude, but I need your help”, “please help me”, etc.

The individual experiences the same emotions when he needs to give up. To make it polite and ethical, you should use such speech formulas: “I beg your pardon, but I have to refuse”, “I’m afraid I can’t help you”, “I’m sorry, but I don’t know how to help you”, etc.

• Thanks. It is more pleasant to express gratitude, but it also needs to be presented correctly: “I thank you from the bottom of my heart”, “I am very grateful to you”, “thank you”, etc.
• Compliments and words of encouragement also require proper delivery. It is important that a person understands to whom he is complimenting, as this can be perceived as flattery by the management, and an unfamiliar person will consider it as rudeness or mockery. Therefore, the following expressions are regulated here: “you are an excellent companion”, “your skills in this matter helped us a lot”, “you look good today”, etc.

• Do not forget about the form of address to the person. Many sources indicate that at work and with unfamiliar people it is better to stick to the form "you", since "you" is a more personal and everyday address.
• End of communication. After the main part of the conversation has come to its climax, the third stage begins - the logical end of the dialogue. Saying goodbye to a person also has different forms. It can be a simple wish for a good day or good health. Sometimes the end of the dialogue can end with words of hope for a new meeting: “See you soon”, “I hope I see you not the last time”, “I would very much like to meet you again”, etc. Very often doubts are expressed that interlocutors have ever or they will meet again: “I’m not sure if we’ll see each other again”, “Don’t remember dashingly”, “I will remember only good things about you.”

These formulas are divided into 3 stylistic groups:

1. Neutral. Words without emotional connotation are used here. They are used in everyday communication, at work in the office, as well as at home (“hello”, “thank you”, “please”, “good day”, etc.).
2. Increased. The words and expressions of this group are intended for solemn and significant events. Usually they express the emotional state of a person and his thoughts (“I am very sorry”, “I am very glad to see you”, “I really hope to see you soon”, etc.).
3. Reduced. This includes phrases and expressions that are used in an informal setting among "their own". They can be very rude and colloquial (“salute”, “hello”, “healthy”). They are most often used by teenagers and young people.

All of the above speech etiquette formulas are not strict rules for daily communication. Of course, in an official setting, a certain order should be followed, but in everyday life you can use words that are closer to a “warm” conversation (“hello \ bye”, “pleased to meet you”, “see you tomorrow”, etc.).

Conducting a conversation

At first glance, it may seem that it is very easy to conduct a secular cultural conversation, but this is not entirely true. For a person without special communication skills, it will be difficult to bring this to life. Everyday communication with loved ones, friends and family is very different from business and official conversation.

For each type of speech communication, society has imposed certain limits and norms that require their strict observance. For example, everyone knows that in reading rooms, a library, a store, a cinema or a museum, you can’t talk loudly, sort out family relationships in public, discuss problems in a raised voice, etc.

Speech is spontaneous and situational, so it needs to be monitored and corrected (if required). Speech etiquette "calls" for loyalty, attentiveness to the interlocutor, as well as for the purity and correctness of speech as such.

• Prevention of swear words, insults, abuse and humiliation towards the opponent. Because of their use, the person who says them loses the respect of the listener. This is especially prohibited in the field of business communication (office, educational institution). The most important and basic rule is mutual respect during the dialogue.
• Lack of egocentricity in conversation. You need to try not to get hung up on yourself, your problems, experiences and emotions, you can’t be intrusive, boastful and annoying. Otherwise, soon a person simply will not want to communicate with such an individual.
• The interlocutor must show interest in communication. It is always nice to tell something to a person when he is interested in the subject of conversation. In this regard, eye contact, clarifying questions, open poses are very important.
• Correspondence of the topic of conversation with the place in which it occurs and with the person with whom it is conducted. Do not discuss personal or intimate matters with an unfamiliar interlocutor. The conversation will be awkward and repulsive. You also need to understand where the dialogue starts. For example, during a theatrical performance, it would be extremely inappropriate and tactless to carry on a conversation.

• A conversation should only be started if it really does not distract the opponent from something important. If it is clear that a person is in a hurry somewhere, doing something, then it is better to check with him the time when he can talk.
• The style of speech should correspond to the norms of a business conversation. In the context of the educational process or the work environment, it is necessary to monitor the spoken words, as there they can have consequences.
• Moderate gestures. The body gives out emotions and intentions. With strong and expressive gestures, it is difficult for the interlocutor to focus on the topic of conversation. Moreover, it can be regarded as a threat.
• Age limits must be respected. With a person several times older than himself, it is necessary to use the appeal to "you" or by name and patronymic. This shows respect for the interlocutor. With approximately the same age group, strangers should also use this form. If people are familiar, then communication can take place according to personal rules that have long been established. It will be very rude to “poke” in relation to a younger interlocutor from an adult.

Types of situations

Absolutely every dialogue or communication is a speech situation. Conversation between individuals can take many forms, depending on a number of factors. These include gender composition, time, place, subject, motive.

The gender of the interlocutor plays an important role. In terms of emotional coloring, the conversation of two young men will always differ from the dialogue of girls, as well as the dialogue between a man and a woman.

As a rule, speech etiquette implies the use of respectful forms of words by a man when addressing a girl, as well as an appeal to “you” in the case of a formal setting.

The use of various speech formulas directly depends on the place. If this is an official reception, meeting, interview and other important events, then the words “high-level” should be used here. In the case when this is an ordinary meeting on the street or on the bus, then stylistically neutral expressions and words can be used.

Speech situations are divided into the following types:

• Official business. Here there are people who perform the following social roles: a leader - a subordinate, a teacher - a student, a waiter - a visitor, etc. In this case, strict adherence to ethical norms and rules of speech culture is necessary. Violations will be immediately noted by the interlocutor and may bear consequences.
• Unofficial (informal). Communication here is calm and relaxed. There is no need for strict adherence to etiquette. In this situation, dialogues take place between relatives, close friends, classmates. But it is worth noting the fact that when a stranger appears in such a group of people, then the conversation from that moment should be built within the framework of speech etiquette.
• Semi-formal. This type has a very blurred framework of communicative contacts. Colleagues at work, neighbors, the family as a whole fall under it. People communicate according to the established rules of the team. This is a simple form of communication that has some ethical restrictions.

National and cultural traditions

One of the important assets of the people is culture and speech etiquette, which do not exist without each other. Each country has its own ethical standards and rules of communication. They can sometimes seem strange and unusual for a Russian person.

Each culture has its own speech formulas, originating from the origins of the formation of the nation and the state itself. They reflect the prevailing folk habits and customs, as well as the attitude of society towards men and women (as you know, in Arab countries it is considered unethical to touch a girl and communicate with her without the presence of a person accompanying her).

For example, residents of the Caucasus (Ossetians, Kabardians, Dagestanis and others) have specific greetings. These words are chosen for the situation: a person greets a stranger, a guest entering the house, a farmer in different ways. The beginning of the conversation also depends on age. It also differs by gender.

Residents of Mongolia also greet in a very unusual way. The words of greeting depend on the time of year. In winter, they may meet a person with the words: “How is the winter going? » This habit was left from a sedentary lifestyle, when you had to constantly move from place to place. In autumn, they may ask: “Do cattle have a lot of fat? »

If we talk about Eastern culture, then in China, at a meeting, they ask if a person is hungry, if he ate today. And the provincial people of Cambodia ask: “Are you happy today?”

Not only speech norms differ, but also gestures. Europeans, when meeting, hold out their hands for a handshake (men), and if they are very close acquaintances, they kiss on the cheek.

The inhabitants of the southern countries embrace, and in the East they make a small respectful bow. In this regard, it is very important to recognize such features and be prepared for them, otherwise you can simply offend a person without even knowing about it.

SPEECH ETIQUETTE

1. The specifics of Russian speech etiquette

Speech etiquette is a system of rules of speech behavior and stable formulas of polite communication.

Possession of speech etiquette contributes to the acquisition of authority, generates trust and respect. Knowledge of the rules of speech etiquette, their observance allows a person to feel confident and at ease, not to experience awkwardness and difficulties in communication.

Strict observance of speech etiquette in business communication leaves customers and partners with a favorable impression of the organization, maintains its positive reputation.

Speech etiquette has national specifics. Each nation has created its own system of rules of speech behavior. In Russian society, such qualities as tact, courtesy, tolerance, goodwill, and restraint are of particular value.

The importance of these qualities is reflected in numerous Russian proverbs and sayings that characterize the ethical standards of communication. Some proverbs indicate the need to carefully listen to the interlocutor: A smart one does not speak, an ignorant one does not let him speak. Tongue - one, ear - two, say once, listen twice. Other proverbs indicate typical mistakes in building a conversation: Answers when not asked. The grandfather talks about the chicken, and the grandmother talks about the duck. You listen, and we will be silent. A deaf person listens to a dumb person speak. Many proverbs warn of the danger of an empty, idle or offensive word: All the troubles of a person are from his tongue. Cows are caught by the horns, people by the tongue. The word is an arrow, if you shoot it, you won't return it. What has not been said can be said, what has been said cannot be returned. It is better to understate than to retell. It grinds from morning to evening, but there is nothing to listen to.

Tact is an ethical norm that requires the speaker to understand the interlocutor, avoid inappropriate questions, and discuss topics that may be unpleasant for him.

Courtesy lies in the ability to anticipate possible questions and wishes of the interlocutor, the readiness to inform him in detail on all topics essential for the conversation.

Tolerance consists in being calm about possible differences of opinion, avoiding harsh criticism of the interlocutor's views. You should respect the opinions of other people, try to understand why they have this or that point of view. Consistency is closely related to such a quality of character as tolerance - the ability to calmly respond to unexpected or tactless questions and statements of the interlocutor.

Goodwill is necessary both in relation to the interlocutor, and in the entire construction of the conversation: in its content and form, in intonation and choice of words.

2. Technique for the implementation of label forms

Any act of communication has a beginning, main part and final. If the addressee is unfamiliar to the subject of speech, then communication begins with an acquaintance. In this case, it can occur directly and indirectly. Of course, it is desirable that someone introduce you, but there are times when you need to do it yourself.

Etiquette suggests several possible formulas:

Allow me to get to know you.

I would like to get to know you.

Let's get acquainted.

Let's get acquainted.

When contacting the institution by phone or in person, it becomes necessary to introduce yourself:

Let me introduce myself.

My surname is Sergeev.

My name is Valery Pavlovich.

Formal and informal meetings of acquaintances and strangers begin with a greeting.

Official greeting formulas:

Hello!

Good afternoon!

Informal greeting formulas:

Hello!

The initial formulas of communication are opposed by the formulas used at the end of communication, they express the wish: All the best (good)! or hope for a new meeting: See you tomorrow. Until the evening. Goodbye.

In the course of communication, if there is a reason, people make invitations and express congratulations.

Invitation:

Let me invite you...

Come to the holiday (anniversary, meeting).

We will be glad to see you.

Congratulation:

Allow me to congratulate you on…

Please accept my sincere (cordial, warm) congratulations...

Warm congratulations...

The expression of the request should be polite, delicate, but without excessive fawning:

Do me a favor...

If it doesn't bother you (if it doesn't bother you)...

Be kind…

May I ask you...

I beg you...

Advice and suggestions should not be expressed in a categorical form. It is advisable to formulate advice in the form of a delicate recommendation, a message about some important circumstances for the interlocutor:

Let me draw your attention to…

I would suggest you...

The wording of the refusal to comply with the request may be as follows:

- (I) cannot (unable, unable) to help (permit, assist).

At present, this (do) is not possible.

Understand, now is not the time to make such a request.

I'm sorry, but we (I) cannot fulfill your request.

I am forced to refuse (prohibit, do not allow).

3. Interaction of speech and behavioral etiquette

Etiquette is closely related to ethics. Ethics prescribes the rules of moral behavior (including communication), etiquette presupposes certain manners of behavior and requires the use of external formulas of politeness expressed in specific speech actions.

Compliance with the requirements of etiquette in violation of ethical standards is hypocrisy and deception of others. On the other hand, a completely ethical behavior that is not accompanied by the observance of etiquette will inevitably make an unpleasant impression and cause people to doubt the moral qualities of a person.

In oral communication, it is necessary to observe a number of ethical and etiquette norms that are closely related to each other.

First, you must be respectful and kind to the interlocutor. It is forbidden to offend, insult, express disdain to the interlocutor with your speech. Direct negative assessments of the personality of the communication partner should be avoided; only specific actions can be evaluated, while observing the necessary tact. Rough words, a cheeky form of speech, an arrogant tone are unacceptable in intelligent communication. Yes, and from the practical side, such features of speech behavior are inappropriate, because. never contribute to achieving the desired result in communication.

Politeness in communication involves understanding the situation, taking into account the age, gender, official and social position of the communication partner. These factors determine the degree of formality of communication, the choice of etiquette formulas, and the range of topics suitable for discussion.

Secondly, the speaker is ordered to be modest in self-assessments, not to impose his own opinions, to avoid excessive categoricalness in speech.

Moreover, it is necessary to put the communication partner in the center of attention, show interest in his personality, opinion, take into account his interest in a particular topic.

It is also necessary to take into account the listener's ability to perceive the meaning of your statements, it is advisable to give him time to rest and concentrate. For the sake of this, it is worth avoiding too long sentences, it is useful to make small pauses, use speech formulas to maintain contact: you, of course, know ...; you might be interested to know...; as you can see...; note…; it should be noted ... etc.

Norms of communication determine the behavior of the listener.

First, it is necessary to postpone other matters in order to listen to the person. This rule is especially important for those professionals whose job is to serve customers.

When listening, one must respectfully and patiently treat the speaker, try to listen to everything carefully and to the end. In case of heavy employment, it is permissible to ask to wait or reschedule the conversation for another time. In official communication, it is completely unacceptable to interrupt the interlocutor, to insert various remarks, especially those that sharply characterize the interlocutor's proposals and requests. Like the speaker, the listener puts his interlocutor in the center of attention, emphasizes his interest in communicating with him. You should also be able to timely express agreement or disagreement, answer a question, ask your own question.

The norms of ethics and etiquette also apply to written speech.

An important issue of business letter etiquette is the choice of address. For standard letters on formal or minor occasions, the appeal is suitable Dear Mr. Petrov! For a letter to a superior, an invitation letter or any other letter on an important issue, it is advisable to use the word dear and call the addressee by name and patronymic.

In business documents, it is necessary to skillfully use the possibilities of the grammatical system of the Russian language.

So, for example, the active voice of a verb is used when it is necessary to indicate the character. The passive voice should be used when the fact of an action is more important than the mention of the persons who performed the action.

The perfective form of the verb emphasizes the completeness of the action, and the imperfective indicates that the action is in the process of development.

There is a tendency in business correspondence to avoid the pronoun I. The first person is expressed by the end of the verb.

4. Speech distances and taboos

The distance in speech communication is determined by age and social status. It is expressed in speech by using the pronouns you and you. Speech etiquette defines the rules for choosing one of these forms.

In general, the choice is dictated by a complex combination of external circumstances of communication and individual reactions of interlocutors:

the degree of acquaintance of partners (you - to a friend, you - to a stranger);

the formality of the communication environment (you are unofficial, you are official);

the nature of the relationship (you are friendly, "warm", you are emphatically polite or strained, aloof, "cold");

1. The concept and essence of speech etiquette.

2. Features of the construction of speech etiquette and its main functions.

3. Formulas-cliches of etiquette situations.

4. Features of national speech etiquette.

5. Professional speech etiquette.

Since childhood, each person has mastered a set of moral norms, which are based on a system of various prohibitions: do not be rude to elders, do not insult younger ones, do not leave without saying goodbye, do not forget to greet guests, express wishes for a pleasant appetite, good night, health, good luck, etc. .d. From childhood, the child learns the basics of speech etiquette in a preschool, in the family, at school, in everyday speech environment. With age, a person occupies a certain place in a complex social hierarchy and for successful communication (creating a family, professional definition, gaining authority and respect from acquaintances, etc.), he needs further improvement, clarification, enrichment of speech behavior. Thus, a person masters speech etiquette throughout his life.

Speech etiquette - form, technique of speech communication, which is based on general norms of morality and ethics, prescribing a respectful attitude towards other people, politeness, correctness, tact, modesty, restraint in assessments, and courtesy. Speech etiquette arose, apparently, at the initial stages of the development of speech, although the word “etiquette” (“etiquette”) itself appeared in France, where at the court of Louis XIV, small paper labels were given to those present, on which it was indicated with what words and movements a person should address king. In a later era, the word expanded its meaning and was borrowed into other languages. Today, etiquette is understood as the order of behavior accepted by society, which is also reflected in speech forms.

Speech etiquette – rules of speech behavior, i.e. a system of stereotypical, stable communication formulas, polite words (hello, thank you, thank you, please, etc.), historically and nationally established.

Etiquette is a national phenomenon. The main forms, the "technique" of communication have a national coloring. For example, among the Slavs it is indecent to point a finger at a person, in English to express a respectful form of address, similar to the Russian “you”, the word you (“you”) is used with a certain intonation, in Japanese there is no negation of “no”. English etiquette also does not recognize categorical forms, so it is difficult to find an English equivalent to the Russian expressions “I refuse flatly!”, “It is absolutely impossible”, “For the life of me, I can’t!”, “No and again no!” etc. Unlike Western cultures in Russian, the question "How are you?" it is not customary to answer categorically “bad” or “good”, neutral “nothing”, “so-so”, “slowly” are more acceptable. Saying “thank you” to a cab driver in India is an excuse to ask you for more money. Different nations have traditional greetings. In Japan and Korea, when meeting, a verbal greeting is accompanied by a ceremonial bow, the depth of which depends on the age and position of the interlocutors. In Egypt and Yemen, they greet each other with a palm placed to the forehead, which resembles a salutation. In Iran, after shaking hands, put the right hand to the heart. In Thailand, instead of shaking hands when meeting, the hands are folded in a “house” in front of the chest and bow slightly. In New Zealand, Maori greet each other by rubbing their noses. The Eskimos, as a sign of greeting, strike a familiar fist on the head and shoulders. The French and Italians kiss each other on the cheek. Samoans sniff each other. In England and the United States, the handshake is more common for formal occasions and acquaintances.

Speech etiquette is built taking into account:

1. characteristics of interlocutors their social status, role in communication, age, gender, nationality, religion, profession, character of a person. "you" or "you".

2. situations place, time, topic and purpose of communication. Speech behavior that is unacceptable under some circumstances may be appropriate in another case.

3. Type of speech communication (negotiations, conversation, birthday, anniversary, graduation party, banquet, conference, meeting, etc.). It is not recommended, for example, at a woman's birthday party to remind her of her age, even if it is advanced. It is considered incorrect in negotiations to put forward your demands from the first words. It is impossible to vividly, colorfully describe the results of a forensic autopsy.

The role of speech etiquette:

1. Maintains a positive reputation of the organization, enterprise.

2. Allows you to determine the general level of culture of the interlocutors.

3. Allows you to create a comfortable climate for communication, avoid conflicts, ambiguity.

4. Allows you to attract the attention of the interlocutor, arouse his sympathy, show him your respect.

5. Helps to establish the status of communication (friendly, business, official, etc.).

6. Helps to have the right impact on the interlocutor.

Compliance with speech etiquette involves showing respect for the interlocutor, not imposing one's own judgments and assessments, observing modesty, lack of teaching, didactic tone, taking into account the threshold of attention and understanding of the listener. Speech should not be too slow or too fast. Speech with a frequency of 120-150 words per minute is best perceived in sentences of 5-9 words. Speech etiquette prescribes the choice of only topics of conversation that are understandable and close to the partner. It is impolite to start a conversation with one person from the group about something that concerns only two or is not clear to the rest. Avoid categorical statements. Phrases of the following type are considered disrespectful: “I don’t know about you, but I think ...”, “I think you won’t understand this”, “I, as a specialist ...”, “This cannot be!”, “It seems to me that this is not quite convincing”, “I'm afraid I can't agree with you”, “It's hardly true”, “No way”, “This is absolutely unacceptable”, etc. Etiquette is a historical phenomenon, which changes with time. Some forms of polite address are becoming obsolete or out of circulation altogether: kissing a woman’s hand, asking “how are you sweating?” instead of "How are you?" Today, such etiquette expressions as “God help you” (to a working person), “Fresh for you!” (to a woman drawing water), “Tea and salt!”, “Tea and sugar!” (to those who eat or drink), I beat with my forehead (to a higher social status). Over time, some formulas of speech etiquette lose their original meaning, acquire a different meaning. For example, in the Russian language relatively recently (in the 18th century), among the educated nobles, the appeal to you, while the servants continued to be addressed on you to highlight class differences. Today requests for you and you have lost their indication of class and testify to close relations with a person, respect, speech etiquette in general. For example, the greeting "I wish you good health!" it was fixed in the military environment only from the 19th century, and before that it was commonly used. Over time, the wishes of health (for example, when sneezing) and the expression “Hello!” have lost one of their meanings.

According to etiquette information, one can recognize a person's age, his level of education, profession, etc. Speech etiquette is highly valued in diplomacy. Attaches are specially introduced to the national characteristics of another people, they are taught polite phrases, the ability to compliment in time, keep silent, etc. There are cases in history when non-compliance with etiquette led to military situations. So, A. Griboyedov, being the Russian ambassador to Persia, refused to take off his shoes and bow before the eastern ruler, which caused the latter's objective indignation and served as a pretext for an outbreak of an uprising and the disruption of the agreements reached earlier and beneficial to Russia.

Label appeals – sustainable, resemble phraseological units (let me take my leave, welcome, with light steam, no fluff, no feather, please love and favor, etc.). They are used automatically, in a situation where there is no time to choose them. When we say "Good morning", we say it automatically, and our greeting does not mean that the morning is wonderful. It's just that we start communication in this way, we establish verbal contact. Even if in response we hear “It used to be better”, “It is not so good today”, then this is nothing more than a pun, a reciprocal establishment of contact. Therefore, the use of etiquette appeals should become a habit, the practice of various life situations: greetings, farewells, acquaintances, congratulations, thanks, invitations, requests, advice, consolation, apologies, compliments, introductions etc. Speech etiquette is especially important in a situation of communication between previously unfamiliar people, establishing contact, determining the nature of relations between members of a new team. It is no less important for already familiar people. For example, the lack of a greeting from another person may indicate an unwillingness to communicate, resentment, self-interest of a person in previous situations, the absence of an elementary speech culture.

Cliche formulas for the situation greetings: hello, hello, healthy, great, good morning (afternoon, evening), hello, hello, hello, glad to greet, glad to see you, glad to meet you, what a meeting, well, meeting, let me greet you, my respect, I wish you good health, whom I see, what a surprise, what a joy, how many years - how many winters, fireworks, we haven’t seen each other for a long time, Christ is risen, how are you? Is that you? and etc.

In certain speech situations, verbal greetings can be replaced by non-verbally expressed signs (applause, handshake, nod, bow, raising the hat above the head, shaking, waving hands, etc.). Speech etiquette requires student audiences to greet the teacher while standing. Historically, in our society, the regulation of the sequence of greetings has also developed. Welcome first:

a) men women;

b) younger in age of the elders;

c) the youngest woman to a man who is much older than her;

d) junior in positions of superiors;

e) members of the delegation of its leader;

e) the doctor of the patient.

Cliche formulas for the situation p groves: goodbye, goodbye, bye, see you, kisses, good luck, success, see you, see you soon, all the best (good, best), I have the honor, let me take my leave, chao, adios, aufwiederzein, be there, goodbye, everything, all the best , happily, happily stay, have a good trip, dosvidos, come on, be healthy, salute, etc.

Relevant in our time is the form of address to unknown people. As you know, the standard form of address inherent in the Western European way of life has not historically taken root in our society due to certain factors (the inability to move freely during serfdom, artificially imposed speech forms in Soviet times, etc.). As a result, there are difficulties in choosing the most optimal option from the set: man, woman, person, girl, guy, comrade, citizen, fellow countryman, friend, companion, colleague, sir, dear, dear, sister, brother, respected, respected, beauty, sir, madam. It should be remembered that the words-addresses "man" and "woman" are not correct enough and it is better to start the phrase with verbal cliches like "please ...", "be kind ...", "sorry ...", "sorry ...", "let me " etc.

Etiquette speech relations underlie such a linguistic phenomenon as euphemism- replacement of a word or expression that seems obscene, rude or tactless to the speaker: elderly - old, fantasize or deviate from the truth - lie, linger - be late, get better - get fat, death - death, an interesting situation - pregnancy, do "wee-wee" - write, accept gifts - take bribes, a narrow-minded person is a fool, etc.

It is especially important to observe the etiquette of business speech in work groups. The main ethical requirement in the relationship of a leader with subordinates is respect and goodwill. An authoritative leader is a professional worker, businesslike, efficient, principled, demanding, able to make decisions in a timely manner and monitor their implementation. At the same time, he is an honest, conscientious, respectful and caring person. A smart and tactful leader takes into account the individual characteristics of employees, the ability to "light up" with a new idea, gives instructions fairly and without prejudice. A qualified leader, in addition to professional skill and erudition, must competently draw up written documents, be able to work with people, value his own and other people's time. It is incorrect to meet a subordinate in a chair, you need to get up, say hello and invite the person who entered to sit down. It is important for a leader to be able to listen, express sympathy, be patient, and help people who, for various reasons, cannot speak out.

If the manager writes: “Please allocate places for the best employees in five”, This testifies not to his indifference to people or the desire to humiliate someone, but rather to ignorance of the elementary norms of the culture of speech. The leader is similarly characterized by the phrase at the end of the message about the meeting: “The attendance of all is strictly obligatory” (as if not a colleague is addressing a professional, respected employee, but a businesslike boor to a hooligan or a hopeless loafer). It should be remembered that it is not correct to give the task of public speaking to a person who does not have the ability, desire, or inclination to do so. The categorical, peremptory speech of the leader (“I believe”, “I am convinced”, “I demand”) is permissible only in solving fundamental problems, in other cases it is perceived as a manifestation of bad manners and requires a more democratic manner of communication (“I think”, “I seems”, “do not you think that”), which is the key to the fruitful work of the team.

An experienced leader knows how to create an optimal tone of communication in the team. His speech is calm, correct, polite, tasks are clear and concise. As sociologists testify, the productivity of the work of an offended person, taken out of a state of mental equilibrium, is significantly reduced (up to 50%). It is important for a manager to be able to appreciate employees, to compliment them for good work. Public criticism is not allowed: they talk about the mistakes of a subordinate in private or in a circle of closest colleagues. A claim to the whole team is expressed only in an exceptional case and must be motivated especially thoroughly and convincingly.

Evidence of the lack of speech culture of the leader is the mentoring tone of communication (arrogant, mentoring speech, categorical judgments). As psychologists note, after the meaningful phrase “Come to me” common among incorrect managers, employees feel excitement and expect an unpleasant conversation. Most often, these emotions are experienced by those who work hard. People who are used to hiding behind their colleagues in the performance of their official duties, as a rule, are not afraid of such challenges, because they do nothing and there is practically nothing to scold them for. Therefore, a real leader with a high level of speech culture will warn at least a few words about the topic of the upcoming conversation.

Speech etiquette is of particular importance in terms of professional quality. In fact, there is not a single profession where the requirements of speech etiquette could be ignored. It is practically impossible for social and medical workers, teachers, workers in various spheres of public service (librarians, public transport drivers, sellers, policemen, etc.) to have full-fledged communication without courtesy. It is considered good form to use compliments in communication about the professionalism of the interlocutor, his inner qualities, appearance (“you, as usual, look great”, “you have a good sense of humor”, “you have a wonderful team”, “it's nice to work with a good person "). The main rule in this case is the sincerity of the statement, the absence of ostentatious flattery. A compliment should cheer you up, serve as a positive charge for work, set you up for ease and trust in business relations, and in no case be a mask for a bad mood, containment of negative emotions, internal boiling. Compliance with the rules of speech behavior of a person at work determines his professional skills, career growth, and relationships with colleagues. One should hardly believe the professional competence of a doctor if he expresses himself with phrases like “we will treat a little”, “you need to wait for a miracle”, “treatment in your case is meaningless”, etc.

A special place in the field of professional speech behavior is occupied by medical speech etiquette. There is a special scientific direction of medical ethics or medical deontology, which regulates the ethical norms and principles of behavior of medical workers in the performance of their professional duties. In relation to patients, it is prescribed to be restrained, friendly, not to allow familiarity, familiarity, excessive dryness and formality. In the presence of patients it is impossible to discuss the diagnosis, the treatment plan, to discuss the correctness of the treatment. Before difficult procedures or operations, their significance and necessity for relieving psycho-emotional stress should be explained. It is recommended to be polite with patients, address “You” and by name and patronymic, listen carefully, speak calmly, clearly, slowly, avoid excessive use of medical terms, require the patient to know the names of the medical staff, the names of equipment or medicines, show a personal attitude towards the patient , to argue with him.

Politeness formulas can also have the opposite connotation, testify to the intemperance, rudeness, and sarcasm of the speaker. Out of place said farewell "good-bye!" rather emphasizes the desire to quickly get rid of the interlocutor than a high level of speech culture. Saying with a certain intonation the greeting “well, hello!” first of all, it will be perceived as a reproach for delay, being late and may cause a feeling of resentment in the addressee.

Thus, the observance of specific national signs-symbols of communication, traditions, customs, ceremonies, rituals is an indicator of a person's good manners, an external reflection of his internal culture. Speech etiquette determines the effectiveness, success of the communication process. Violation of the accepted norms of speech etiquette contributes to a negative assessment of the personality of the speaker or writer, and can lead to misunderstanding or a breakdown in communication. The culture of speech involves not just knowledge of the rules of speech etiquette, but the ability to actively apply these rules in practice.

Interesting to know:

All world religions have their own codes of speech etiquette, prescriptions for verbal behavior in acts of communication. So, Christianity recommends resorting to teaching, pointing, correction, instruction only in exceptional cases, when the interlocutor has an open desire, a request to get advice. Only when there is a feeling of ardent love for the neighbor in the soul, an inner state of calmness, when we know that the neighbor is disposed towards us and our words are intelligible to the heart of the interlocutor and at that moment he himself wants to listen to us, only then can we lovingly, affectionately, meekly , carefully, in every possible way protecting his pride, point out to him a misconduct, mistake or give him advice. At the same time, one should speak not imperiously and with shamelessness, but in the form of a student, condemning oneself, and showing oneself below the interlocutor, in order to show humility to the listener and encourage him to listen to the speech.

1. Define the concept of "speech etiquette"

2. Explain how the national character of speech etiquette is manifested. Give specific forms of Russian and Belarusian speech etiquette.

3. Name the principles, conditions that must be taken into account when building speech etiquette.

4. What role does speech etiquette play in human life and society?

5. Why does speech etiquette involve avoiding the categorical nature of certain statements?

6. How is the historical essence of speech etiquette manifested?

7. Explain how the formulas of speech etiquette are similar to phraseological units?

8. Describe how speech etiquette regulates the order of greeting people in various situations.

9. List the options for verbal greetings and farewells.

10. List the rules of telephone etiquette.

11. Expand the essence of the linguistic phenomenon of euphemism.

12. Why is the ability to use the rules of speech etiquette an important professional quality?

The list of means for diagnosing the results of educational activities:

1. Oral and written survey.

2. Testing.

3. Practical exercises.

4. Solution of game situations.