Basic rules of speech etiquette. Important features of speech etiquette Message of the rule of speech etiquette in Russian

Speech etiquette and its role in everyday and professional areas

Speech etiquette- a set of requirements for the form, content, order, nature and situational relevance of statements accepted in a given culture. The well-known researcher of speech etiquette N.I. Formanovskaya gives the following definition: “Speech etiquette is understood as the regulatory rules of speech behavior, a system of nationally specific stereotyped, stable communication formulas accepted and prescribed by society to establish contact between interlocutors, maintain and interrupt contact in the chosen key.”

Speech etiquette, in particular, includes words and expressions used by people to say goodbye, requests, apologies, forms of address adopted in various situations, intonation features that characterize polite speech, etc.

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 embarrassment due to mistakes and wrong actions, to avoid ridicule from others.

Compliance with speech etiquette by officials of all ranks, doctors, lawyers, sellers, communications workers, transport, law enforcement officers - in addition, has an educational value, involuntarily contributes to an increase in both speech and the general culture of society.

But the most important thing is that the strict adherence to the rules of speech etiquette by the members of the team of an educational institution, enterprise, production, office makes a favorable impression on the founders, partners, and maintains a positive reputation for the entire organization.

Etiquette is closely related to ethics, the moral foundations of human interaction. It contributes to the development of a person's attitude to other people, to older, younger, to relatives, to colleagues, to parents, to children, to women, to business partners, to society, the state, as well as to nature, to everything that is called the environment. environment.

Principles and postulates of speech etiquette.

In the broad sense of the word, speech etiquette characterizes almost any successful act of communication. The success of communication depends on the attitude of the interlocutors to each other, on respect for the interlocutor, on the mutual desire to avoid all sorts of interference in communication. In other words, from compliance principle of cooperation . This principle is considered basic with the principle of communication.

G.P. Grice (1975) formulated three main postulates that are derived from the principle of cooperation underlying all communication.

The postulates of verbal communication include:

postulates of quality (the message should not be false or without proper grounds),

Violation of one or more of these postulates to one degree or another entails a communicative failure.

Another important principle that governs the communication process is principle of courtesy formulated by J. Leach. The Principle of Courtesy is an integral part of the communication code. This principle is aimed at preventing conflict situations. Compliance with the principle of courtesy creates an environment of positive interaction. This principle ensures the implementation of communicative strategies, where indirect (indirect) formulations play a huge role, in other words, the use of “meaning techniques”. This type of technique is used by communicators in order not to complicate the interlocutor.

Politeness requirements are especially significant for messages that have the function of establishing interpersonal contacts, attracting listeners to their side, etc. In the case of a simple transfer of information, the principle of politeness is important, but relegated to the background.

The principle of Politeness is concretized in certain norms, maxims:

The scope of speech etiquette

The scope of speech etiquette extends to everyday communication, in which certain rules of behavior are formed in relation to parents, close people, relatives, neighbors. Speech etiquette is also formed in the sphere of public relations and the sphere of professional activity of people. If there are general rules of etiquette, rules are formed for each of these areas.

The sphere of speech etiquette includes, in particular, the ways of expressing sympathy, complaints, guilt, grief, etc., accepted in a given culture. So, for example, in some cultures it is customary to complain about difficulties and problems, in others it is not. In some cultures, talking about your successes is acceptable, in others not at all. This may also include specific instructions for speech etiquette - what can be the subject of conversation, what is not, and in what situation.

Everyday language practice and the norm in speech etiquette.

The specificity of speech etiquette is that it characterizes both everyday language practice and the language norm. Indeed, elements of speech etiquette are present in the daily practice of any native speaker (including those with poor command of the norm), who easily recognizes these formulas in the flow of speech and expects the interlocutor to use them in certain situations. The elements of speech etiquette are assimilated so deeply that they are perceived by the "naive" linguistic consciousness as part of the everyday, natural and regular behavior of people. Ignorance of the requirements of speech etiquette and, as a result, their failure to comply (for example, addressing an adult stranger to “You” is perceived as a desire to offend or as bad manners.

On the other hand, speech etiquette can be considered from the point of view of the language norm. So, the idea of ​​correct, cultural, normalized speech includes certain ideas about the norm in the field of speech etiquette. For example, every native speaker knows the formulas for apologizing for awkwardness; however, some are welcomed by the norm (Excuse me, I beg your pardon) - and others are rejected or not recommended, for example, I apologize (and sometimes such a distinction is given “justifications” like: you can’t excuse yourself, you can only ask for forgiveness from others, etc.). The very use or non-use of units of speech etiquette can also be the subject of normalization, for example: apology formulas are appropriate if the speaker causes concern to his interlocutor, but you should not apologize too often, as this puts the interlocutor in an awkward position, etc. In addition, a violation norms and rules of the literary language, especially if it looks like negligence, in itself can be considered as a violation of speech etiquette.

Speech etiquette and speech situation.

Speech etiquette is determined by the situation in which communication takes place. It can be a college anniversary, graduation party, initiation into the profession, presentation, scientific conference, meeting, hiring and firing, business negotiations, conversation between a doctor and a patient, etc.

Speech etiquette is somehow tied to the parameters of the communication situation: the personalities of the interlocutors, the topic, place, time, motive and purpose of communication. First of all, it is a complex of linguistic phenomena focused on the addressee, although the personality of the speaker (or writer) is also taken into account. This can be best demonstrated by the use of You- and You-forms in communication. The general principle is that you-forms are used as a sign of respect and greater formality of communication; You-forms, on the contrary, correspond to informal communication between equals. However, the implementation of this principle may be various options depending on how the participants in verbal communication correlate according to the age and / or service hierarchy, whether they are in family or friendly relations; on the age and social status of each of them, etc.

Speech etiquette reveals itself differently also depending on the topic, place, time, motive and purpose of communication. So, for example, the rules of verbal communication may differ depending on whether the topic of communication is sad or joyful events for the participants in communication; there are specific etiquette rules associated with the place of communication (feast, office space, production meeting), etc.

Relationship between speech etiquette and social status of communication participants and their roles

The phenomena of speech etiquette differ depending on the social status of the participants in communication. These differences manifest themselves in several ways.

Various units of speech etiquette are used depending on the social roles assumed by the participants in communication. Here, both social roles in themselves and their relative position in the social hierarchy are important. When communicating between two students; between student and teacher; between superior and subordinate; between spouses; between parents and children - in each case, etiquette requirements can be very different. Some units are replaced by others, functionally homogeneous, but stylistically opposed. So, in these situations, different greeting formulas may be appropriate: Hello, Hello, Hello, Hello, Ivan Ivanovich. Other units of speech etiquette are mandatory in some cases, optional in others. For example, when calling on the phone at an after-hours, it is necessary to apologize for the concern, just when calling on the phone, you should not apologize, however, if it is not the addressee of the call who answers the phone, but a stranger, especially if he is older, it would also be appropriate to apologize for the concern, etc. .d.

Relationship between speech etiquette and social groups of interlocutors

For these aspects speech behavior there are also differences in the use of units of speech etiquette among representatives of different social groups. Many specialized units and general manifestations of speech etiquette differ in their stable attachment to certain social groups of native speakers.

Communicative functions of speech etiquette.

Speech etiquette:

Language means of speech etiquette

Speech etiquette in the narrow sense of the word can be characterized as a system of language means in which etiquette relations are manifested. Elements of this system can be implemented at different language levels:

At the level of vocabulary and phraseology: special words and set expressions (Thank you, Please, I'm sorry, Sorry, Goodbye, etc.), as well as specialized forms of address (Mr., Comrade, etc.).

At the grammatical level: using the plural for polite address (including the pronoun you); using interrogative sentences instead of imperative ones (can you tell me what time it is? Could you move a little? etc.).

At the stylistic level: the requirement of competent, cultured speech; refusal to use words that directly name obscene and shocking objects and phenomena, the use of euphemisms instead of these words.

At the intonational level: using polite intonation (for example, the phrase Please, close the door can sound with different intonation depending on whether it is meant as a polite request or an unceremonious demand).

At the level of orthoepy: using Hello instead of Hello, Please instead of Please, etc.

Speech etiquette is realized both in the characteristics of speech in general and in specialized units. These units - formulas of greetings, farewells, apologies, requests, etc. - as a rule, are performatives (i.e. statements, the utterance of which simultaneously means the performance of the named action;). Indeed, the phrases “I apologize”, “Thank you”, “Please”, etc. do not describe actions, but are themselves actions - respectively, an apology, gratitude, request, etc.

Stylistic differences in the use of units of speech etiquette are largely determined by the belonging of speech to various functional styles. In fact, each functional style has its own etiquette rules. For example, business speech is distinguished by a high degree of formality: the participants in communication, the persons and objects in question are called by their full official names. In scientific speech, a rather complex system of etiquette requirements has been adopted that determines the order of presentation, references to predecessors and objections to opponents (we-forms undoubtedly belong to somewhat archaic manifestations of scientific speech etiquette: We have already shown above ... - including on behalf of one author) . In addition, special forms of address may correspond to different functional styles (for example, Colleagues in scientific speech).

Etiquette also includes prohibitions. Prohibitions on the use of obscene and shocking words and expressions may be combined with recommendations or prescriptions to replace them with euphemisms. This applies to actually obscene words and expressions and those that are too directly called objects and phenomena, which are not customary to talk about directly in this culture. The same expressions may be considered forbidden in some communities and acceptable in others. In the same community, it may be acceptable, or at least excusable, to use swear words; however, the severity of the prohibition increases sharply in the presence of women, children, in official and diplomatic communication, etc.

Non-verbal aspects of speech etiquette.

In addition to intonation, oral speech is distinguished from written speech by the use of non-verbal means - gestures and facial expressions. From the point of view of speech etiquette, the following paralinguistic signs are distinguished:

At the same time, the regulation of gestures and facial expressions covers not only the last two categories of signs, but also signs of a non-etiquette character - up to purely informative ones; cf., for example, the etiquette prohibition to point a finger at the subject of speech.

However, to determine which intonation corresponds to speech etiquette, and which goes beyond it, in general view, without taking into account the specific speech situation is hardly possible. So, in Russian speech, there are (following E.A. Bryzgunova) seven main "intonation constructions" (i.e., types of phrasal intonation). The pronunciation of the same statement with different intonation (respectively, the implementation of different intonational constructions) expresses various oppositions: in meaning, in actual articulation, in stylistic nuances, and, among other things, in expressing the attitude of the speaker to the listener. This relation determines which intonation construction should be used in this case, and which should not. So, in accordance with the rules of etiquette, intonation should not indicate a dismissive or patronizing attitude, the intention to teach the interlocutor, aggression and defiance. This is especially true for various kinds of interrogative statements. For example, the same question: Where were you last night? - allows different intonation depending on who and by whom this question is addressed: the boss - the subordinate, the representative of the investigating authorities - the suspect; one friend to another; one interlocutor to another in the course of secular conversation "about nothing", etc.

Rules of speech etiquette in everyday life and professional environment

There are special rules for conducting a dialogue for the speaker and for the listener, the so-called speech etiquette.

So, the interlocutors are prescribed a benevolent attitude towards each other. It is forbidden to harm the partner with your speech: insult, insult, neglect, you cannot express direct negative assessments. The main psychological requirement of speech etiquette is, of course, the principle of "do no harm."

In a conversation, it is necessary to take into account the social status, gender and age of the interlocutor, the situation of communication.

The speaker is not recommended to put his own "I" in the center of attention, he must be able to take the position of a partner, he must not put pressure on the interlocutor, turn the dialogue into a monologue. Accordingly, the listener must push his "I" into the background, include empathic listening.

Both the speaker and the listener, having put the other at the center of their attention, must take into account the personality of the other, his awareness of the topic, the degree of interest, constantly maintain contact through non-verbal means (through facial expressions, gesture, look). The listener should signal to the partner by assenting, nodding his head, facial expressions about his attention and interest.

The interlocutors must alternately transfer the initiative in the dialogue, be able to tactfully but firmly take the initiative into their own hands if the partner is carried away or deliberately seizes the right to a monologue.

In communication, the choice of distance is important. Partners must take into account the distance accepted in this national culture, acceptable for different types of communication. Speakers are required to choose the degree of freedom of behavior depending on the conditions of communication, the national composition of the participants. Excessively loud voice and waving hands in the face of the interlocutor are unlikely to contribute to communication.

The speaker must follow the logic of text deployment, keep the topic of conversation, not jump from one to another. The listener is also obliged not to lose the thread of the conversation, not to be distracted from the subject of the conversation and avoid passing digressions, not to get annoyed by the specific qualities of the speaker, to separate the person from the problem so as not to miss valuable information if the person is unpleasant to the listener.

The listener needs to show the speaker that he is ready to listen to him. It is necessary to look and act interested. Listening, one should try to understand, and not look for a reason for irritation. Make it easy for the other person to respond positively. Avoid questions to which the interlocutor can answer “no”.

Interlocutors should remember that the threshold of semantic perception and concentration of attention is limited. The speaking time without a pause can last from 45 seconds to 1.5 minutes, and the most favorable length of an oral utterance is seven semantic units +2.

The interlocutors should select language means, keeping in mind the relevance, accessibility, accuracy, consistency, expressiveness as the communicative qualities of speech.

Both the speaker and the listener must control not only their thoughts, but also their feelings: if they are overwhelmed by emotions, communication is unlikely to be productive, and besides, an angry person gives the wrong meaning to the words of the other.

Information sources:

1. Golub I.B., Neklyudov V.D. Russian rhetoric and culture of speech. Proc. allowance. - M: Logos, 2011.// ELS "University Library on-line" http://www.biblioclub.ru/

2. Golubev V. L. Rhetoric. Answers to examination questions. - Minsk: TetraSystems, 2008 / On-line University Library

3. Annushkin V. I. Rhetoric. Introductory course. Tutorial. - M.: Flinta, 2011 / University Library on-line

7.2. Block of additional information and Internet resources.

4. Mikhalskaya A.K. Rhetoric. 10-11 cells. Basic level: textbook - M.: Drofa, 2013.

5. Grinko E.N. "Rhetoric and rhetorical culture: history and theory" - Vladivostok, FESTU, 2004 (traditional and electronic version)

Sample answers to tasks for self-control.

1. What is speech etiquette?

Speech etiquette refers to the regulatory rules of speech behavior, a system of nationally specific stereotyped, stable communication formulas adopted and prescribed by society to establish contact between interlocutors, maintain and interrupt contact in the chosen key (N.I. Formanovskaya).

2. What is official, professional etiquette?

Business (professional) etiquette regulates the behavior of people related to the performance of their official duties. Among business (professional) etiquette, the strictest is diplomatic.

3. What is informal (secular) etiquette?

Informal (secular) etiquette streamlines communication in the field of leisure and satisfaction of material and spiritual needs.

What are the principles of speech etiquette?

There are two of them - the principle of cooperation and the principle of politeness.

What are the postulates of speech etiquette in which the principle of cooperation is implemented?

The postulates of speech communication include the postulates:

quality (message must not be false or unfounded),

quantity (message should be neither too short nor too long), relationship (message should be relevant to the addressee), and

method (the message must be clear, concise, not contain words and expressions that are incomprehensible to the addressee, etc.).

6. In what norms is the principle of Politeness specified?

The principle of Politeness is specified in certain norms:

Politeness: friendliness, goodwill, respectfulness, the desire to observe the rules of decency.

Tactfulness: delicacy, endurance, the ability to behave based on tact, respecting others, a sense of proportion in words, behavior, and deeds.

Obligation: punctuality, accuracy, accuracy, responsibility, the desire to always provide assistance, be attentive to people and true to one's own word.

Modesty - restraint in assessing one's own person, one's merits, lack of boastfulness, moderation.

Dignity is a set of high moral qualities, respect for them in oneself.

7. In what areas is speech etiquette manifested?

The sphere of speech etiquette includes the etiquette of addresses, greetings, farewells and introductions. The sphere of speech etiquette also includes forms of expressing requests, gratitude, and apologies. The sphere of speech etiquette includes, in particular, the ways of expressing sympathy, complaints, guilt, grief, etc., accepted in a given culture. This may also include specific instructions for speech etiquette - what can be the subject of conversation, what is not, and in what situation.

8. What are the language means of speech etiquette at different language levels?

At the level of vocabulary and phraseology: special words and set expressions

At the grammatical level: using the plural for polite address (including the pronoun you);

At the stylistic level: the requirement for competent, cultured speech, etc. ;

At the intonational level: using polite intonation, etc.

At the organizational and communicative level: a ban on interrupting the interlocutor, interfering in someone else's conversation, etc.

9. How are speech etiquette and situations of speech communication related?

Speech etiquette is somehow tied to the situation of speech communication and its parameters: the personalities of the interlocutors, the topic, place, time, motive and purpose of communication.

10. How are the communicative functions of speech etiquette manifested?

Speech etiquette:

helps to establish contact between interlocutors;

attracts the attention of the listener (reader), distinguishes him from other potential interlocutors;

allows you to show respect;

helps to determine the status of ongoing communication (friendly, business, official, etc.);

forms a favorable emotional environment for communication and has a positive impact on the listener (reader).

11. How are speech etiquette and social status of communication participants related? Roles of communication participants?

12. What is the connection between speech etiquette and the interlocutors' belonging to social groups?

Various units of speech etiquette are used depending on the social roles assumed by the participants in communication.

Many specialized units and general manifestations of speech etiquette differ in their stable attachment to certain social groups of native speakers.

These groups can be distinguished according to the following criteria:

age: speech etiquette formulas associated with youth jargon (Ale, Chao, Goodbye); specific forms of politeness in the speech of older people (Thank you, Please be kind);

education and upbringing: more educated and well-mannered people tend to more accurate use of units of speech etiquette, use you-forms more widely, etc .;

gender: women, on average, gravitate towards more polite speech, less often use rude, close to abusive and obscene vocabulary, are more scrupulous in choosing topics;

belonging to specific professional groups.

13. What are the etiquette requirements for the intonational design of the statement?

Among the etiquette requirements for oral speech, an important place is occupied by the intonation of the statement. A native speaker accurately identifies the entire range of intonation - from emphatically polite to dismissive. However, it is hardly possible to determine which intonation corresponds to speech etiquette and which goes beyond its scope, in general terms, without taking into account the specific speech situation.

14. What non-verbal aspects of speech etiquette can you name?

From the point of view of speech etiquette, the following non-verbal, paralinguistic signs are distinguished:

not carrying a specific etiquette load (duplicating or replacing segments of speech - indicating, expressing agreement and denial, emotions, etc.);

required by etiquette rules (bows, handshakes, etc.);

having an invective, offensive meaning.

15. What is the basic rule of speech etiquette in a professional environment?

It is forbidden to harm your partner with your speech: insult, insult, neglect. Do no harm.

“Well”, “there”, “here”, “type”, “in short”, “in general”, “as if”, “that is”, “so to speak”, “uh-uh”, “mm-m ” - found your “favorite” words and sounds? The list goes on. All these elements greatly pollute our speech, make it rude, absent-minded and unattractive.

No swearing

Expanding vocabulary

Probably, you have already noticed the repetition of the same words for expressing emotions, different feelings and describing events - this indicates a rather meager active vocabulary, that is, one that you constantly and regularly use in communication.

To avoid this and diversify your speech, you need to constantly expand your vocabulary by reading fiction, memorizing poetry, practicing writing your own poems and essays.

Getting rid of surzhik

Unfortunately, this problem is relevant for a considerable number of residents of Ukraine - the culture of speech of many people suffers from the use of elements of surzhik in communication, and for some, speech completely consists of this hybrid of Ukrainian and Russian languages. Surzhik analogues exist in other countries where people live in a mixed language environment.

Constant work on your speech, reading books and even dictionaries will help you overcome this obstacle. You can also ask your friends to correct you right during the conversation if they notice that you have used the wrong word.

When dealing with verbal garbage, it is important to first determine which words are superfluous in your vocabulary, and then carefully monitor your speech. Record yourself on a tape recorder and analyze what was said. Think about what words can replace unwanted vocabulary, work with synonym dictionaries. Engage in the study of speech styles - you must know these features in order to communicate culturally in different situations without polluting the corresponding vocabulary.

Rules of speech etiquette

Since we all revolve in society, a high culture of speech is impossible without following certain rules for communicating with other people:

• When you address someone, you must consider the person's gender, age, and sometimes social status. What you say to a friend or family member may be inappropriate and even rude to a stranger, an older person in a higher rank.

• Turning to "you" usually occurs within the family, between friends and good acquaintances. You can also refer to younger children school age. In other cases, such a transition occurs only with the separate permission and consent of the participants in the communication; before that, the appeal “You” is considered acceptable. Although in our time the boundaries of such appeals are blurred, but addressing a person with “you” is arbitrarily considered impolite and familiar.

• In communication there should be no place for insults, rudeness and contempt. The interlocutor should be treated kindly, or at least calmly, neutrally, but in any case - respectfully.

• Learn to listen and show interest in the interlocutor, ask him questions. It is ugly when communicating with a person to yawn, get bored, ask again what was said due to the fault of one's own inattention, without the need to be distracted. In the same way, it is impolite not to allow the interlocutor to speak for himself, to interrupt him, or to speak only about himself. It is better to appear modest than overconfident and intrusive.

• Watch your facial expressions and gestures. Don't gesticulate unnecessarily and don't get too close to someone without their permission, especially in a formal setting.

• If you saw a friend on the street, shouting to him and talking loudly at a distance is blatant lack of culture.

• Try to avoid talking about politics and religion - these topics are quite delicate and can become a bone of contention even among friends and relatives, not to mention unfamiliar people.

Speech etiquette formulas

The culture of speech implies the use of well-known formulas of speech etiquette. These are some kind of templates, speech clichés that are used in conversation in a certain situation and taking into account the peculiarities of national communication. Many of them are known to us since childhood.

According to speech etiquette, the conversation begins with a greeting, and only then does the main part of the conversation take place. These formulas must be used appropriately and appropriate to the situation.

In the morning we greet our acquaintances by saying: “Good morning”, but in the evening we will say: “Good evening”, and not vice versa. We can say “Hi” to a friend, good friend or colleague, but it is unlikely, for example, that a schoolchild will greet his teacher like that.

If the interlocutors do not know each other, then after the greeting, an acquaintance should occur. It is customary to use such formulas as: “I would like to introduce myself ...”, “Let me introduce myself ...”, “Let me get to know you ...”, etc.

When the communication is over and the speakers disperse, you need to remember to say goodbye to each other. At the end of communication, the following formulas are used: "Goodbye", "Goodbye", "See you soon", "See you tomorrow". All of them mean the end of the conversation and farewell, although they have a different semantic coloring - a wish, a premonition of a new meeting, or even a doubt about it (“Farewell”).

But in the main part of the conversation, we can use politeness formulas depending on the situation and the purpose of communication. For example, when you need to ask for something, phrases such as “I have a request for you ...”, “I would like to ask you ...” are used.

Be sure to use "Please", the same word is a politeness formula for responding to gratitude. Be sure to thank the person who fulfilled our request or provided assistance with the formulas “Thank you”, “Thank you”.

Expressing condolences to a person, they say: “Accept my condolences”, “I am very sorry”, “I grieve with you”.

There are many more similar expressions with a similar structure for many other situations, depending on the purpose, place of the conversation and the status of the participants in the dialogue, which are used to emphasize courtesy and respect for the interlocutor.

A high culture of speech is not just an indicator of an intelligent person, but also a quality that makes it possible to prove oneself advantageously in society, at an interview or at work.

It's done! Your boss has invited you to a dinner party. Finally you have the opportunity to see a lot there important people, and it is possible to find influential acquaintances. It would seem that you have nothing to worry about - in which hand to hold the fork and spoon, you have long learned how to behave at the table, too, and in general, you are prepared according to all the rules of etiquette. However, there is one caveat - your speech and ability to conduct small talk can leave a bad impression of you. The thing is that in the Russian language there is also etiquette, only speech.

Russian speech etiquette is the rules and norms of communication, formed under the influence of national culture. Their main principle is politeness and respect for the interlocutor. It is also worth remembering where and how to apply speech etiquette. IN different countries your rules of polite communication, however, if you are not abroad, you must follow the rules of treatment in Russian speech etiquette.

The main thing is that your speech should correspond to the situation in which the communication takes place. Two directions can be decisive in choosing the form of speech. First, the setting is formal or informal. Secondly, it matters to which person your speech is addressed. Here it is worth considering his gender, age, the degree of your acquaintance with the interlocutor, his personal merits and social status. It's also worth remembering who to greet first if you're meeting a lot of people you already know at a meeting. So who do you greet first?

• the man greets the woman first;
• if a woman is much younger than a man, then she is obliged to greet him first;
• the same goes for all other cases. If an older and a younger meet, the younger is always the first to greet the older;
• the junior in position also greets the senior in position;
• a member of a delegation is always the first to greet its leader;

Formulas of Russian speech etiquette

Features of Russian speech etiquette are certain words, phrases and set expressions. They are applied in three stages of a conversation: at the beginning of a conversation, or acquaintance, the main part of the conversation and the final part of the conversation. For competent interaction of all three stages, as well as for the use of norms and rules of communication, the formulas of Russian speech etiquette are used. Basic formulas, such as a polite greeting or gratitude, are learned from childhood. With age, speech etiquette acquires more and more subtleties. Consider speech formulas used in different situations:

1. Starting a conversation, greeting:

• health wishes: hello;
• meeting time usage: good afternoon, good evening;
• emotional greeting: very happy;
• a respectful greeting is my respect.

2. The main part of the conversation. The formulas of this part of the conversation are used depending on the event during which the communication takes place. This may be a festive meeting, or a sad event associated with the loss of loved ones or other unfortunate events. It also includes conversation in a normal everyday environment.

Forms of communication in a festive atmosphere are of two types - this is an invitation to the event itself and congratulations if you have already come to the holiday.

1. Invitation: come, we will be glad, let me invite you, I invite you, can I invite you.
2. Congratulations: I congratulate you with all my heart, accept our congratulations, let me congratulate you, we congratulate you on behalf of the team.
3. Sad events. At events bearing a shade of sorrow and sadness, it is necessary to use forms expressing sympathy and condolences: accept my condolences, I offer you sincere condolences, I mourn with you, I heartily condole with you, let me express my deepest condolences, I sincerely sympathize with you, hold on.
4. Everyday work environment. Communication with superiors and colleagues includes a lot of features of speech etiquette. It can be requests, compliments, advice and thanks. Also, in a working environment, one cannot do without refusals and consents to the requests of the interlocutor:

• advice: I would advise you, let me suggest to you, I would like to offer you, let me give you advice;
• request: if it does not complicate you, I earnestly ask you, do not take it for work, can I ask you;
• gratitude: thank you very much, I express my gratitude to you, let me thank you, I am very grateful to you;
• compliment: you are a great conversationalist, you look great, you are an excellent organizer;
• consent: ready to listen to you, please, do not mind, do as you see fit;
• refusal: I am forced to refuse you, I am unable to help you, I cannot fulfill your request.

3. End the conversation. Depending on how the conversation proceeded, parting with the interlocutor can take different forms.

It is impossible to name a language culture in which etiquette requirements for speech activity would not be presented. The origins of speech etiquette lie in the most ancient period in the history of the language. In archaic society, speech etiquette (like etiquette in general) has a ritual background. The word is given special meaning associated with magical and ritual ideas, the relationship between man and cosmic forces. Therefore, human speech activity, from the point of view of members of the archaic society, can have a direct impact on people, animals and the world; the regulation of this activity is connected, first of all, with the desire to cause certain events (or, on the contrary, to avoid them). Relics of this state are preserved in various units of speech etiquette; for example, many stable formulas are ritual wishes, once perceived as effective: Hello (also Be healthy); Thank you (from God Save). Similarly, many prohibitions on the use of words and constructions, which in modern language are considered swear words, go back to archaic prohibitions - taboos.

Later layers associated with various stages in the evolution of society and its structure, with religious beliefs, etc. are superimposed on the oldest ideas about the effectiveness of the word. Of particular note is the rather complex system of speech etiquette in hierarchical societies, where the rules of speech communication fit into the semiotics of the social hierarchy. An example is the court of an absolute monarch (the medieval East, Europe at the turn of the New Age). In such societies, etiquette norms became the subject of training and codification and played a dual role: they allowed the speaker to express respect for the interlocutor and at the same time emphasize the sophistication of his own upbringing. The role in the formation of a new, Europeanized elite, which was played in the Petrine era and subsequent decades of etiquette manuals, is well known.

In the speech etiquette of almost all peoples, common features can be distinguished; Thus, practically all peoples have stable formulas of greeting and farewell, forms of respectful appeal to elders, etc. However, these features are realized in each culture in its own way. As a rule, the most detailed system of requirements exists in traditional cultures. At the same time, with a certain degree of conventionality, we can say that the comprehension of speech etiquette by its carriers goes through several stages, as it were. A closed traditional culture is characterized by the absolutization of etiquette requirements for behavior in general and for speech behavior in particular. The bearer of another speech etiquette is perceived here as a poorly educated or immoral person, or as an insulter. In societies that are more open to external contacts, the idea of ​​the difference in speech etiquette is usually more developed. different peoples, and the skills of imitating someone else's speech behavior can even be a source of pride for a member of society.

In modern, especially urban culture, the culture of industrial and post-industrial society, the place of speech etiquette is being radically rethought. On the one hand, the traditional foundations of this phenomenon are being eroded: mythological and religious beliefs, ideas about an unshakable social hierarchy, etc. Speech etiquette is now considered in a purely pragmatic aspect, as a means of achieving a communicative goal: to attract the attention of the interlocutor, to show him your respect, to arouse sympathy, to create a comfortable climate for communication. Relics of hierarchical representations are also subject to these tasks; compare, for example, the history of addressing Mr. and the corresponding addresses in other languages: an element of speech etiquette, which once arose as a sign of the addressee's social status, subsequently becomes a nationwide form of polite address.

On the other hand, speech etiquette remains an important part of the national language and culture. Impossible to talk about a high level of proficiency foreign language if this possession does not include knowledge of the rules of speech communication and the ability to apply these rules in practice. It is especially important to be aware of the differences in national speech etiquette. For example, each language has its own system of addresses that has been formed over the centuries. With a literal translation, the meaning of these appeals is sometimes distorted; thus, the English Dear is used in formal address, while the corresponding Russian Dear is used, as a rule, in less formal situations. Or another example - in many cultures of the West to the question How are you? should answer: Good. The answer Bad or Not very considered indecent: the interlocutor should not impose his problems. In Russia, it is customary to answer the same question in a neutral, rather with a negative connotation: Nothing; Little by little. Differences in speech etiquette and, in general, in the systems of rules of speech behavior belong to the competence of a special discipline - linguistic and cultural studies.

Every language has its own history, its ups and downs. At especially critical moments of state reforms, there is always a danger of losing attention to this national treasure, being distracted by the seemingly more important needs and problems of society. In our time of great social and spiritual changes, this danger has increased many times over.

The Russian language over the past two decades has endured many not the best influences and intrusions. The alarm was sounded by dozens of scientific and cultural figures. Back in the early 90s, realizing that there was an ugly pollution of the Russian language, the writers of the St. Petersburg organization of the Writers' Union of Russia raised the issue of accepting state level Law on the protection of the Russian language. And only at the beginning of the 98th year this Law was adopted, which refers to the mandatory introduction of the course of the Russian language, the culture of speech in all universities of the country and the adoption of special measures to increase the level of literacy of the population.

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.

Tact is ethical standard, requiring the speaker to understand the interlocutor, avoid inappropriate questions, 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 whole construction of the conversation: in its content and form, in intonation and choice of words.

Appeal is the most massive and most striking etiquette sign.

There are few personal pronouns in Russian, but their weight in speech etiquette is quite large. The choice between you and you is especially important. You instead of You in addressing one among Russians appeared relatively recently (in the 18th century). This kind of you was entrenched primarily among the educated nobles. Prior to that, You in itself had no etiquette content. But in comparison with you, it acquired the meaning of closeness, and in the communication of people who are not close, it began to express social inequality, communication from top to bottom. You spoke to the commoners, the servants. Capturing gradually more and more layers of the townspeople, the use of You and You, respectively, received various shades in accordance with the attitude typical of each social group.

The presence in the Russian language of the forms of address to "you" and "you" gives us an effective means of being polite. Personal pronouns are directly related to speech etiquette. They are associated with self-naming and naming of the interlocutor, with the feeling that "decent" and "indecent" in such naming. For example, when a person corrects an interlocutor: “Tell me“ you ”,“ Don’t poke, please ”, he expresses dissatisfaction with the“ disrespectful ”pronoun directed at him. So, “you” is not always empty, and “you” is not always cordial? Usually "you" is used when referring to a loved one, in an informal setting, and when the address is rudely familiar; "you" - in a polite manner, in a formal setting, in an appeal to a stranger, unfamiliar. Although there are many nuances here.

It is not customary for Russians to call the third person present during the conversation with the pronoun he (she). Russian speech etiquette provides for naming a third person present during a conversation by name (and patronymic), if you already have to speak with him and for him. Apparently, the Russians clearly feel that I and You, We and You are, as it were, inclusive pronouns, that is, those that distinguish interlocutors from all the others, and He, She, They are exclusive pronouns, indicating not the one with whom given time communicate, but on something third. Meanwhile, the etiquette of many countries does not prohibit such a speech action - the "exclusion" of the present.

Among the many introductory words of the Russian language, there are those that, like etiquette means of confirmation or denial, can be considered a special technique of etiquette modulation of speech. For example, introductory words you see, you know, you understand, believe me, imagine.

It is clear that the introductory words whose behavior we observe, although they serve mainly to express the connection with the interlocutor, i.e. have the most common etiquette meanings, nevertheless retained traces of the meaning of the corresponding verbs. Therefore, with the same etiquette content, you see, you know, you understand, imagine that introductory words like them are completely semantic, but they are still not equal. Each of them has its own additional meaning.

If we compare the etiquette possibilities of Russian speech with the etiquette possibilities of other languages, it turns out that etiquette means are obligatory and optional, or optional. This is reminiscent of how different languages ​​convey the meaning of certainty/uncertainty. Speaking in Russian, reporting that a boy is coming, he can emphasize that this is a very definite boy, the same one that has already been discussed, can show that this is some kind of boy about whom nothing is known, but may not express in this definition/uncertainty value sentence: A boy is coming. Of course, the whole situation of speech, as well as the preceding and following phrases, usually make it clear whether we are talking about a definite or indefinite boy, but in Russian the means of expressing these meanings are not obligatory: Russian grammar does not require that a special indicator of definiteness be attached to a noun. or uncertainty of the subject. But the English, French, German grammar, as you know, requires this when translating a sentence. There is a boy in French, German, English language, we are obliged to choose a definite or indefinite article, use the obligatory means of conveying the meaning of certainty / indefiniteness.

In the same way, in some languages ​​there are only non-mandatory etiquette means, while in other languages ​​there are also mandatory ones. Such is, say, the Japanese language. Almost all Japanese verbs can have an emphatically polite form in relation to the addressee of the speech and a familiar form.

Whatever we talk about in Japanese (even if not about the addressee of the speech!), We have to choose either a polite or familiar form of the verb, i.e., whether we want it or not, show our attitude towards the addressee. But in the Russian language there are no grammatical prescriptions when and in what way the etiquette content must certainly be expressed. This means that the etiquette means of the Russian language are optional.

However, as we have already seen, the etiquette possibilities not only do not decrease, but become more subtle and flexible!

There are incredibly many ways to convey etiquette meanings in speech. Every time we choose what to say and how to say it, we necessarily take into account (although we do not always notice it ourselves) also with whom and in what environment we are talking. Therefore, speeches that have nothing to do with etiquette, perhaps, do not exist at all. If several styles have developed in the language (book speech, colloquial, scientific style, business, etc.) and there is a difference in the speech of individual social groups (speech of educated people and not educated, literary and dialect, speech of young and elderly, etc. .), then the very choice of the type of speech turns out to be an etiquette sign, expresses the attitude towards the listener or to the one we mention.

Surprisingly diverse etiquette signs in the speech of different peoples. For example, the types of interjections that accompany the appeal. In some languages, they differ depending on who is speaking to whom. Thus, they indicate the composition of those communicating, and, therefore, carry important etiquette information.

In many languages, in order to convey etiquette content, intentional deviations of the grammatical number, grammatical gender, the replacement of one form of the face with another, special "polite" and "over-polite" words, and a peculiar structure of the sentence are used. It is difficult to list the etiquette means of oral speech alone, but also the etiquette techniques that are used in writing! Remember at least the capitalization of polite forms you, you, you, yours, yours, etc.

In speech etiquette, there are situations when it is very great importance has sign language. Each nation has its own specific gesture:

Russians, British, Americans shake hands as a greeting gesture.

The Chinese in the old days, meeting a friend, shook hands with himself.

The Laplanders rub their noses.

A young American greets a friend by patting him on the back.

Latinos embrace.

The French kiss each other on the cheek.

Without knowing the national characteristics of gestures, you can get into an awkward position. For example, in Bulgaria, the signs "yes" and "no" are opposite to the common European form, and representatives of the indigenous population may misinterpret the answer to the question asked.

What should a Japanese think if a European, entering into a business conversation, does not shake hands with him? He may assume that the interlocutor respects his national customs - in Japan it is not customary to shake hands. But, on the other hand, he may consider this disrespectful to him personally - the Japanese know that in the society to which the partner belongs, the handshake gesture is accepted.

Even similar gestures can be used differently in different national cultures. For example, in Hungary, a man always raises his hat when greeting, but in our country this is not at all necessary and is more common for older people.

The handshake gesture when greeting in Bulgaria is used much more often than it is customary in our country. There, when greeting a group of interlocutors, it is advisable to shake hands with everyone. It's optional for us.

Thus, a gesture can say a lot. In particular, to characterize the person making the gesture in terms of national characteristics. For example, in Czechoslovakia, when listing something, the fingers are not bent into a fist, starting with the little finger, as is customary with us, but, on the contrary, from the clenched fist they are “opened”, starting with the thumb, finger after finger. In a Russian environment, such a gesture immediately betrays a foreigner.

In some situations, speech etiquette shows more gestures, in others less. In some situations, complete substitution of replicas is acceptable, in others it is not, and of course, each gesture is distinguished by its "style", and each time a person chooses the most appropriate in a given situation.

There are many examples of the national specificity of speech and non-speech behavior of different peoples. In China, even when talking about themselves, the Chinese manage to talk to you about you more than about themselves, as if retreating into the shadows, shading themselves very delicately. But at the same time, the Chinese are very attentively watching how delicate you are, still being able to insist on your interest in him.

In Japan, in conversations, people in every possible way avoid the words “no”, “I can’t”, “I don’t know”, as if these are some kind of curses, something that cannot be said directly, but only allegorically, in general terms. Even refusing a second cup of tea, the guest instead of "no, thank you" uses an expression that literally means "I already feel great."

If a Tokyo acquaintance says: "Before answering your proposal, I must consult with my wife," then one should not think that he is a champion of women's equality. This is just one way to not say the word "no".

In the speech etiquette of different nations there are many completely dissimilar, peculiar expressions, but even similar ones (like please and please) are still not completely identical. From an American point of view, our please has forty thousand different shades of meaning and is as similar to the English please as, for example, the phrase "I love you, dear" to the phrase "Let's get married."

In essence, each language is a unique national system of signs. In speech etiquette, the specifics of the habits and customs of the people are superimposed on the national specifics of the language. Therefore, in the forms of speech etiquette, a peculiar phraseology is formed.

Features of Russian etiquette can be traced in the preparation of proposals and their writing.

• synonyms - these are words with the same or very close meaning (firm - organization, agreement - contract, request - application, grateful - grateful, ...);
• pleonasms - they call a partial coincidence of the meanings of words that form a phrase;
• · tautology - semantic repetitions that occur in cases where cognate words are adjacent in a sentence;
• Homonyms are words that sound the same but differ in meaning.

The concept of the stylistic coloring of a word is usually associated with the attachment of the word to a particular area of ​​use and with the emotional and expressive qualities of the word, i.e. with his ability not only to name the phenomenon, but also to express the attitude to the subject of thought.

The area of ​​use differs:

• 1. Vocabulary interstyle, i.e. those words that are used by everyone and in any conditions (quality, receive, offer ...).
• 2. Book and written vocabulary, i.e. words that are predominantly used in book-writing styles and are associated with those areas of language use for which the written form of expression is the main one. In its composition, one can distinguish “bookish” words (payment, contract, contract ...), terms (catalog - a magazine indicating the goods produced by the enterprise), clericalism, poeticism.
• 3. Vocabulary of oral speech, i.e. words inherent in everyday speech, everyday business language, etc. The vocabulary of oral speech includes colloquial, colloquial, professionalisms, jargon, dialectisms.

Abbreviations of words (abbreviation) - a new productive way of word production, which is actively used in business correspondence.

The phraseology of a language is a set of stable, integral in composition and meaning combinations of words and expressions. In business correspondence, the role of phraseological units is performed by standard syntactic constructions, which are divided into:

Request letter: “We will be grateful if you send to our address ...” etiquette requirement speech activity

Inquiry response: "Thank you for your inquiry from..."

Letter of request: "We appeal to you with a request ..."

Reminder letter: "We inform you that..."

Cover letter: “According to your request, we are sending you…”

Notification letter: “In response to your letter of ... we inform you ...”

Letter of invitation: "Let me invite you to ..."

Letter of gratitude: "We received your invitation to ... .., for which we are grateful to you."

Russian has a relatively free word order in a sentence. This means that the members of the sentence do not have a fixed place (as in some other languages) and their relative position can change depending on the type of sentence or at the will of the speaker. The rearrangement of words in order to emphasize the semantic significance of a word is called inversion.

Inversion is an important stylistic device. Its significance increases in written speech, since the writer is deprived of the opportunity to highlight the desired word with intonation. A thoughtful change in word order allows the writer to draw the reader's attention to a particular word and thereby set off important points the content of the utterance.

A sentence may contain phrases that are not its members, but perform a certain semantic function. This includes introductory words (to our great regret, also in connection with this).

IN business correspondence complex sentences are more common than simple ones. A complex sentence allows you to link a large number of words into a single whole and thereby express a more complex thought - emphasize important semantic shades, give arguments, give a detailed justification of the main provisions, etc. In addition, the use of conjunctions and allied words makes it possible to accurately determine those semantic relationships that exist between the individual parts of a detailed statement.

In business letters, in addition to introductory words, participles and adverbial phrases, which also contribute semantic shades.

In general, the use of such constructions in business speech is not a mistake. But in some cases the proposal should be simplified.

Etiquette communication plays a big role in the life of each of us, but, of course, human communication is not at all reduced to rituals alone.

Etiquette situations are only a part of communication.

All human activity, including communication, reflects the social conditions in which it takes place. And our speech, of course, is built in different ways depending on who communicates, for what purpose, in what way, what kind of relationship between those who communicate. We are so accustomed to changing the type of speech depending on the conditions of communication that we do this most often unconsciously, automatically. The perception of information about human relations transmitted by the features of speech also occurs automatically. But it is worth making a mistake in choosing the type of speech, as the automaticity of perception is violated and we immediately notice what previously eluded our attention. Speech fluctuates in time with human relations - this is the etiquette modulation of speech. Special etiquette communication takes place, as we already know, only from time to time, but modifications (modulation) of verbal and non-verbal behavior under the influence of human relations always occur. This means that this is one of the most important means of expressing etiquette content - a means that is always at our disposal.

In this article:

Etiquette is not only the norms of behavior in society, but also the ability to speak correctly. This is the beauty of speech and its content, as well as the use of phrases depending on the situation.

Speech etiquette is a set of rules (vowels and unspoken), thanks to which social institutions are supported in society and a hierarchy is established. Depending on the culture and social class, the rules of speech etiquette can vary significantly.

Knowledge of speech etiquette allows a person to successfully interact with other people, grow and develop personally and professionally.

The relationship of culture and speech

A cultured person stands out from total mass demeanor, courtesy, awareness and sociability. Such a person knows how to behave in society, easily makes contact and can support a conversation.

The speech of a cultured person is distinguished by semantic accuracy, grammatical correctness, expressiveness, richness and versatility of vocabulary and logical harmony.

Such speech is called normalized - in its oral form it meets the currently existing pronunciation standards, and in writing - the rules of punctuation and spelling.

The relationship between culture and speech is obvious here. A person who does not have an idea of ​​​​moral and ethical standards will not be able to observe speech etiquette, for the following reasons:

• lack of any education and literacy of writing;
• narrow vision;
• lack of communication skills;
• an abundance of "weedy" words in speech;
• use of profanity.

Important! In some cases, knowledge of etiquette does not guarantee decent communication. Sometimes it is a question of personal qualities of the interlocutor.

Formation of a culture of communication

Very different. Within the walls of the department state university and, for example, a public dining room, radically different vocabulary sounds, but the rules of speech etiquette are generally the same.

This is because the formation of a culture of communication begins from infancy. Children in different conditions receive a different quality of teaching behavior in society, but according to the same principles (excluding marginal strata).

The minimum standards of communication culture include the ability to keep a verbal distance, refuse insults and discuss shortcomings aloud, inadmissibility of rudeness and aggression.

To function successfully in society, a young member of society must learn loyalty and minimal respect for others.

Since humanity is no longer tribal, respect and benevolence is expressed through speech and its expressions - intonation, words, gestures.

Building a culture of communication begins with early age. Along with the rules of behavior, the child is also taught the postulates of speech etiquette. Direct and indirect influence on the formation of speech culture is exerted by:

• family;
• entourage;
• educational institution.

The child receives the first communication skill in the family. As soon as he begins to speak, he begins to copy the manner of speech of the household, using the same words and intonations - the child's speech becomes a reflection of the speech of the parents and their task is to convey to the child the basics of the culture of communication.

In families where much attention is paid to the upbringing of children, children from an early age know the "magic words" and their meaning.

At the second stage, others interfere in the process of mastering speech rules:

• neighbours;
• random people on the street;
• friends and their parents.

The circle of communication of the child becomes wider, new words appear in speech, the manner of conversation changes. And what it will be now depends not only on the parents.

If a child spends time among educated, cultured people, then his speech will become richer and brighter, but if others are unfamiliar with the culture of communication and “litter” with profanity, then the child will certainly take some turns.

Kindergarten, school and others educational establishments learn to read and write without spelling and punctuation errors, as well as to correctly express thoughts orally and in writing.

Moreover, the child receives the necessary knowledge from the lessons of the Russian language and literature, but also from other disciplines. The entire educational process is aimed at the formation of speech etiquette, and the goal is the following points:

• to develop sociability and social activity;
• establish communicative relationships with others;
• improve academic performance
• develop rapid adaptation to a variety of activities.

What is speech etiquette?

Speech etiquette is a set of requirements for the content, nature, form, order and appropriateness of statements in a given situation.

These are certain rules of speech behavior, a system of specific stereotypical, stable communication formulas that are accepted by society for mutual contact of interlocutors, its maintenance and interruption in the chosen tone.

Speech etiquette involves the use of certain words and expressions in various situations:

• during the greeting
• at the moment of farewell;
• upon request;
• at the time of the call;
• at the moment of apology.

The necessary words and phrases are pronounced with a certain intonation, which, together with sayings, characterizes polite speech.

Possession of the culture of speech helps in the formation of personality, gaining authority, trust and respect. By observing speech etiquette, a person feels confident and at ease in any situation, and also avoids ridicule and awkwardness in an unfamiliar environment.

It is a set of rules that is unique to different races and social groups in some respects. Most of the rules of speech etiquette are considered unspoken and are normally brought up in children along with all other social skills.

For example, there is no need to explain the reasons why you cannot raise your voice to another person - this is a violation of personal space and rudeness.

It is also obvious that familiarity with a person of higher social status or simply not familiar is not polite.

The history of the emergence of speech etiquette originates from hierarchical rules, where the elder automatically towered over the younger, women were singled out as a separate social group, and the gap between social classes was incredibly huge.

Most of the rules of speech etiquette have been preserved by mankind unchanged or slightly changed.

Basic rules of speech etiquette

Speech etiquette prescribes to the individual certain norms of communication, which are mandatory and have the character of recommendations.

The following speech rules are mandatory:

• compliance with the rules and literary norms in conversation;
• lack of profanity;
• non-admission of tactlessness, rudeness and disrespect;
• observance of the mandatory stages of speech - the beginning of the conversation, the main part of the conversation and the conclusion;
• absence of errors and distortion of terminology.

• speak to the point, avoiding empty, meaningless words.
• conduct a conversation, taking into account the level of development of the interlocutor - to speak clearly for him;
• do not interrupt the opponent, listen fully;
• be polite and tactful;
• do not get personal during a dispute;
• maintain a calm tone.

Since it will not be possible to completely structure such a large concept - too many cultures and social groups use its principles, there are only basic rules that are acceptable to most modern communities:

1. Smooth, neutral tone. Raising the voice and lowering it is a deviation from the norm in standard conversation. The interlocutors should hear each other well, but others, if any, should not experience any inconvenience from someone else's conversation.
2. Greeting and farewell. Each conversation must necessarily begin with a greeting (its type will depend on the situation) and farewell.
3. Representation if there are more than two people in a conversation and someone is not familiar with someone. It is very impolite to start a conversation with others without introducing yourself. Anyone who brings a new person to the company is obliged to introduce him. If there are no acquaintances in a dialogue between several people, the rule is not strictly observed.

The main principles are calmness, elimination of conflict situations and a friendly (neutral) atmosphere. In a business conversation or any other formal meeting, it is strictly not recommended to clearly express your emotions and attitude towards others.

Types of speech etiquette

Speech is the main mechanism of verbal communication. Verbal communication is internal, when words are spoken to oneself, and externally directed - oral (dialogue and monologue) and written.

Oral speech is built in the form of a dialogue or monologue. In dialogue, people exchange information, emotions or experiences with each other. The monologue comes from one person, but is directed at the audience or at oneself.

Conversational ethics is less formal than written ethics. Omissions of words, replacement of phrases by action or gesture are allowed here.

The written form of ethics is limited by strict limits - style, spelling and punctuation rules.

Since this is a broad concept, there is nowhere a single speech etiquette that is ideal for all social requirements. Specific people or social groups modify the rules to suit their needs without changing the main principles - this is how the classification of speech etiquette by type is born:

1. Official or business. This is the etiquette that is usually meant by this word by the layman. It is used at events where guests do not know each other, at exhibitions, in the service sector, at business negotiations.
2. Everyday. The easiest to learn and most common type. The application of the rules of everyday etiquette does not require effort, a person who is brought up and integrated into society follows most of the rules and norms of speech etiquette in the process of communication automatically. Applicable in any situation where official etiquette or rarer forms of speech etiquette do not fit.

Also, for non-standard situations that most people do not encounter, there are unique units of speech etiquette of etiquette.

For example, religious - it is studied within the clergy of confessions or simply among believers and is practically not applicable in secular society. The same can be said about diplomatic and military etiquette.

In general, verbal communication is classified by content and can be:

• material - the exchange of products of activity;
• cognitive (cognitive) - the exchange of data, experience and knowledge;
• conditional (emotional) - exchange of mood;
• motivational - exchange of intentions;
• activity - the exchange of skills, as a result of joint activities.

Types of speech etiquette are divided according to interaction techniques and tasks.

1. Mask contact. This is formal communication, without the desire to know the character of the opponent.
2. Secular communication. This form of verbal communication is pointless, since people at such moments speak common topics what is supposed to be said in this situation.
3. Formal role-playing. Here the regulation and content of communication are important, and the social status of the interlocutor and his position in society are important.
4. . This is an interaction for the purpose of exchanging data and messages that are required to achieve the desired result.
5. Interpersonal communication. This type of speech etiquette is also called intimate personal communication, because it consists in revealing the deep personal qualities of the interlocutor.
6. manipulative communication. This communication is aimed at obtaining benefits from the opponent.

Important! Any form of conversation is subject to certain rules, which must be strictly observed.

Functions of speech etiquette

Speech etiquette has certain functions that are very important for a person.

1. Establishing contact. Speech etiquette attracts the attention of the interlocutor, encourages him to contact and possible acquaintance.
2. Maintaining contact. In this case, ethical communication contributes to maintaining contact without deepening into any topic of conversation. It is necessary to form an impression of the interlocutor and maintain a friendly relationship.
3. Showing respect and positivity. To some extent, this is the main function of speech etiquette, which is carried out by the words of greeting and farewell, apology, sympathy, requests, etc.
4. Behavior regulation. Compliance with speech norms makes people's behavior predictable and understandable to others, and also clarifies the social role of each of the interlocutors and determines the course of action in a given situation.
5. Prevention of conflicts. Speech etiquette contributes to normal communication between people. A timely apology and courtesy help to avoid sharp corners in the conversation, and if the conflict has already begun, get out of it with minimal losses.

Important! Etiquette communication is a prerequisite for a conversation with others, which guarantees normal relations between people. It gives a person positive qualities and facilitate interaction with society.

The main function is to establish positive contact with another person or group. Changes in Russian speech etiquette recent years are just echoes of rituals created by ancient people as a universal constant of communication.

Many of their parts can be traced even now, for example, in handshakes, bows among Asian nationalities, and smiles.

All these seemingly insignificant mini-rituals have been accompanying mankind for centuries. They help to show, on a conscious and unconscious level, that the interlocutor is respected and will be treated well.

Etiquette standards are a universal language in which you can agree with everyone.

Language and behavioral aids

Speech is mostly words and other sounds, of course, but there are other means of expression. For example, gestures and position in space relative to your interlocutor.

All this is also very important and matters both from the secular side and in terms of national characteristics, which are also taken into account.

Gesticulation can be considered the clearest example of a behavioral tool. This is a completely normal phenomenon - gestures are used by a person as “amplifiers” that complement speech.

With the help of them, emotions are expressed, ultra-fast signals are given. There are quite strict rules about gesticulation, mainly they consist in restraining it.

There is nothing wrong with showing the interlocutor with your palm on the subject of conversation or with a gesture to invite them to enter the room, but waving your arms and reducing the distance with a person without his consent is unacceptable.

Language and behavioral means are inextricably linked, but the former exist without the latter, and vice versa, they do not.

In speech etiquette, the first assistants are linguistic and behavioral means. These include:

• moderate gestures and facial expressions;
• communication distance;
• expressed benevolence and restrained emotionality;
• showing interest;
• avoidance of controversial situations;
• noncategoricalness of own statements;
• exclusion of disapproval;
• exclusion of excessive interest in personal details;
• participation in a general conversation;
• brevity and uniformity of communication with everyone;
• minimum information about yourself;
• discussion of neutral topics - children, animals, weather, travel;
• help the interlocutor in a delicate situation;
• expression of disagreement by silence, a question or a transition to another topic;
• moderate use of humor;
• ban on sarcasm;
• exclusion of rude and colloquial expressions;
• positive mood;
• observance of time frames and frequency of communication.

Speech etiquette formulas

At any stage, communication is accompanied by formulas of speech etiquette - stamps and set expressions.

These are words of courtesy that are provided for all occasions:

• words of greeting and farewell - “hello”, “greeting you”, “see you”, “goodbye”;
• apologetic phrases - "sorry", "please forgive me", "sorry for ...";
• appeal - "can I contact you?";
• words of sympathy - “condolences”, “sincerely sympathize”;
• asking phrases - “be so kind as to pass ...”;
• invitation words - "I will be glad to see you";
• compliments and encouragement - “you are a wonderful specialist”;
• gratitude - “thank you from the bottom of my heart”, “thank you”, “I am very grateful to you”.

These formulas suggest how to behave in any situation and facilitate communication.

Speech etiquette and business communication

Business communication after everyday is the most common. This is logical - the level of medium-sized entrepreneurship is growing, more and more people are employed in creative professions or prefer to work for themselves.

Adhering to the standard rules of everyday etiquette at a business meeting is permissible, but in this way it will be possible to gain respect from the interlocutor only if he himself adheres to a similar approach in business.

IMPORTANT! Depending on different life situations, business etiquette can also be divided into conditional groups.

Rules for successful official communication

The main thing is no familiarity. flirting between business partners is also excluded. Interlocutors must find the perfect balance between polite detachment and polite engagement. The first should not turn into arrogance, the second into obsession.

You should not adhere to the picture officialdom. At a business meeting, appropriate jokes and conversations on abstract topics may well sound. Going personal is taboo, it is rude and can offend the interlocutor.

Punctuality, commitment and honesty. When creating a first impression, there are no trifles - you should not be late, be rude to the staff.

Business communication is different in that it lacks fragments hinting at personal topics. This communication is essentially - polite, courteous and impartial, but at the same time inviting. It aims to achieve mutual understanding and contact.

Official communication provides for the following rules:

• manners and speech in accordance with a particular situation;
• ultimate clarity of speech - clear pronunciation, clarity of presentation;
• reliability of information;
• correctness;
• moderation;
• attentiveness;
• maintaining distance.

Stages of business communication

Like any communication, a business conversation is divided into stages:

• greeting - the first greeting word is pronounced by the youngest in age or rank;
• dialogue, with observance of canons and courtesy;
• resolution of disputes - the ability to bypass sharp corners, a constructive dialogue;
• daily interaction - the solution of daily issues;
• - attentiveness and cordiality, expressed in gestures and facial expressions;
• farewell - The final stage communication, on which the mutual impression depends.

Principles of speech business etiquette

Compliance with the principles of business communication helps to establish and establish long-term partnerships. They include:

• subordination;
• positive image and trust;
• attentiveness to the opinion of the opponent;
• courtesy;
• situationality;
• alignment with agreed regulations.

Telephone business etiquette

Telephone conversations also have their own rules:

• they begin with a greeting and introduction with the name of the organization and position of the speaker;
• the conversation should be concise, to the point;
• it is necessary to follow the sequence of the conversation;
• negotiations are conducted politely, unhurriedly, in a calm voice;
• diction must be clear;
• after the conversation, you need to say the words of farewell.

Important! Before starting business negotiations, it is better to write down the essence of the issue on paper so that during the conversation you do not jump from one moment to another.

Speech etiquette of different social groups

Speech etiquette is established within each social group. Its features are formed depending on the following aspects:

• age;
• gender;
• education;
• level of education;
• professional direction;
• wealth level;
• hierarchical affiliation.

The desire to master speech etiquette is the key to personal development and an indicator of education.

Compliance with the norms and rules of speech enhances the culture of a person and society as a whole. That is why educational process pays maximum attention to this issue.