Speech etiquette within the Russian language is brief. Speech etiquette. Condolence, sympathy and apology rules

In this article:

Etiquette is not only the norms of behavior in society, but also the ability to express oneself 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 maintained 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 between culture and speech

A cultured person stands out from the crowd for his demeanor, courtesy, awareness and sociability. Such a person knows how to behave in society, easily makes contact and can maintain a conversation.

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

Such speech is called standardized - in its oral form it meets the currently existing pronunciation norms, 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 horizons;
  • 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 the interlocutor's personality traits.

Formation of a culture of communication

Very differently. Within the walls of the department state university and, for example, a public canteen, 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 the culture of communication include the ability to keep verbal distance, refrain from insults and discussing shortcomings aloud, the 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 in a tribal system, respect and benevolence are expressed through speech and its expressions - intonation, words, gestures.

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

  • a family;
  • entourage;
  • educational institution.

The child gets 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 foundations of the culture of communication.

In families where a lot of attention is paid to raising children, children from an early age know “ magic words"And their meaning.

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

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

The child's circle of communication 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, it means that his speech will become richer and brighter, but if those around him 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 teach to read and write without spelling and punctuation errors, as well as correctly express thoughts in oral and written form.

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 following points are the goal:

  • develop sociability and social activity;
  • establish communicative relationships with others;
  • improve academic performance
  • to develop a quick 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 stereotyped, stable communication formulas that are adopted by society for mutual contact of interlocutors, maintaining and interrupting it in a chosen tone.

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

  • during the greeting;
  • at the moment of parting;
  • upon request;
  • during treatment;
  • at the moment of apology.

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

Knowledge of the culture of speech helps in the formation of personality, gaining authority, trust and respect. 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 are 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 rose above the younger, women were singled out in 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 certain norms of communication for the individual, which are mandatory and are of the nature of recommendations.

The following rules of speech are mandatory:

  • compliance with the rules and literary norms during conversation;
  • lack of profanity;
  • avoidance of tactlessness, rudeness and disrespect;
  • compliance with 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.
  • to speak to the point, avoiding empty, meaningless words.
  • conduct a conversation, taking into account the level of development of the interlocutor - express yourself clearly for him;
  • do not interrupt the opponent, listen completely;
  • be polite and tactful;
  • do not get personal during a dispute;
  • observe 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 for most modern communities:

  1. Smooth, neutral intonation. Raising and lowering your voice is an aberration in standard conversation. The interlocutors should hear each other well, but those around them, if any, should not experience any inconvenience from someone else's conversation.
  2. Greetings and goodbyes. Every conversation must begin with a greeting (the type will depend on the situation) and goodbye.
  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 must introduce him. If there are no acquaintances in a dialogue between several people, the rule is not strictly followed.

The main principles are calmness, exclusion of conflict situations and a benevolent (neutral) atmosphere. During a business conversation or any other formal meeting, it is strictly not recommended to 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 pronounced to oneself, and externally directed - oral (dialogue and monologue) and written.

Oral speech is built in the form of a dialogue or monologue. In a 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. It is allowed to omit words, replace phrases with an action or gesture.

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

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

  1. Formal or business. This is the etiquette that is usually meant by this word by the layman. It is used at events where guests are not familiar with each other, at exhibitions, in the service sector, in business negotiations.
  2. Everyday. The easiest and most common form to learn. The application of the rules of everyday etiquette does not require effort, a person educated and integrated into society complies with most of the rules and norms of speech etiquette in the process of communication automatically. Applicable in any situation where official etiquette or more rare forms of speech etiquette are not suitable.

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

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

In general, speech communication is classified by content and is:

  • material - the exchange of products of activity;
  • cognitive (cognitive) - the exchange of data, experience and knowledge;
  • conditioned (emotional) - mood exchange;
  • motivational - exchange of intentions;
  • activity - the exchange of skills due to joint activities.

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

  1. Contact masks. This is formal communication, without the desire to find out the character of the opponent.
  2. Secular communication. This form of verbal communication is pointless, since people at such moments speak in common topics, what should be said in this situation.
  3. Formal role-playing view. The regulation and content of communication is important here, and the social status of the interlocutor and his position in society are important.
  4. ... This is interaction with the aim 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 gaining benefit from the opponent.

Important! Any form of conversation is subject to certain regulations, 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 helps to maintain contact without delving into any topic of conversation. It is necessary to form an impression of the interlocutor and maintain a friendly connection.
  3. Demonstration of respect and positiveness. To some extent, this is the main function of speech etiquette, which is carried out by words of greeting and goodbye, apology, sympathy, request, etc.
  4. Regulation of behavior. Compliance with the norms of speech makes people's behavior predictable and understandable for others, and also clarifies the social role of each of the interlocutors and determines the order of actions in a given situation.
  5. Prevention of conflicts. Speech etiquette promotes normal communication between people. A timely apology and politeness help avoid sharp corners in the conversation, and if the conflict has already begun, get out of it with the least loss.

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

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

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

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

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

Linguistic and behavioral tools

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

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

The clearest example of a behavioral tool can be considered gesticulation. This is a completely normal phenomenon - gestures are used by a person as amplifiers to complement speech.

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

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

Linguistic and behavioral means are inextricably linked, but the former exist without the latter, and vice versa - not.

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

  • moderate gestures and facial expressions;
  • communication distance;
  • pronounced benevolence and restrained emotionality;
  • demonstration of interest;
  • avoidance of controversial situations;
  • non-categorical nature of their own statements;
  • exclusion of disapproval;
  • exclusion of undue 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;
  • helping 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;
  • adherence to the time frame and frequency of communication.

Speech etiquette formulas

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

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

  • words of greeting and goodbye - “hello”, “greet you”, “see you”, “goodbye”;
  • excuse phrases - “I'm sorry”, “I beg your pardon”, “I'm sorry for ...”;
  • address - "can I contact you?";
  • words of sympathy - "condolence", "sincerely sympathize";
  • asking phrases - "be so kind, pass on ...";
  • invitation words - "I will be glad to see you";
  • compliments and rewards - “you are a wonderful specialist”;
  • gratitude - "I 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 communication 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.

It is permissible to adhere to the standard rules of everyday etiquette at a business meeting, but in this way it will be possible to get 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. The interlocutors must find the perfect balance between polite detachment and polite involvement. The first should not turn into arrogance, the second - into obsession.

You should not adhere to pictorial 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 does not contain fragments that hint 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.

Formal communication provides the following rules:

  • manners and speech in accordance with the specific situation;
  • utmost clarity of speech - clear pronunciation, clarity of presentation;
  • reliability of information;
  • correctness;
  • moderation;
  • attentiveness;
  • keeping the distance.

Stages of business communication

Like any communication, a business conversation is broken down into stages:

  • greeting - the junior in age or rank is the first to say the greeting;
  • dialogue, observing the canons and courtesy;
  • resolution of controversial situations - the ability to avoid sharp corners, constructive dialogue;
  • everyday interaction - solving daily issues;
  • - attentiveness and cordiality, expressed in gestures and facial expressions;
  • farewell is the final stage of 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. These include:

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

Business telephone etiquette

Telephone conversations also have their own rules:

  • they begin with a greeting and introduction with the name of the organization and the 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, slowly, 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 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 add up depending on the following aspects:

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

The desire to master speech etiquette is a guarantee of personality development and an indicator of upbringing.

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

I. the concept of speech etiquette

Etiquette Is a set of rules that govern the behavior of people in society.

Speech etiquette- rules of speech behavior.

Knowledge of etiquette, including the ability to behave tactfully and appropriately, is expressed in courtesy.

What functions does speech etiquette perform?

The choice of etiquette means and the peculiarities of their use depend on many factors. From what?

General rule: the more formal the situation, the more strict are the rules of speech etiquette and the norms of the language in general.

· V official(formal) communication, for example in the communication of business partners, emphasizes the distance between the speakers.

· V informal(informal) communication, for example in the communication of spouses or friends, emphasizes the proximity of the communicants.

In the middle is neutral communication style, e.g. between colleagues, seller and buyer, conductor and passenger.

Speech etiquette has a pronounced specificity in different spheres:

· Diplomatic etiquette involves the performance of all sorts of rituals, unknown and even not always understandable to a person unfamiliar with this area of ​​communication. Example:

· The etiquette norms of business and scientific communication are quite strict. Examples:

Choosing the right "shade" of politeness is very important. You can speak politely or impolite, rude or arrogant, gallant or ceremonious, etc. Inappropriate etiquette means but give rise to communication failures and - misunderstanding, resentment, etc.

II. Labeling means

Vocabulary and phraseology


· Words and constructions used in greetings and goodbyes, apologies and thanks etc.

Words that can be used in the role appeal:

o proper names (name in different versions, name and patronymic, patronymic, surname, nicknames):

o words indicating gender and / or age:

o kinship terms:

o emotionally evaluative words:

o designation of the profession and other social role addressee (often in combination with etiquette definition):

A striking feature of Russian speech etiquette is the absence of neutral universal appeals to strangers.

What connotations does the address "lord" and "lady", "ladies and gentlemen" have?

And what about the reference "comrade"? What ideology did the word "comrade" carry in Soviet times?

What words are being used now in place of the missing universal address?

· Euphemisms to replace taboo or simply not correct words. Examples:

Taboo on obscene(including abusive, abusive) the words.

Grammar

· Interrogative proposals expressing motivation to action, etc.

· "Polite" pronouns (You, your etc.) and the corresponding verb forms.

You"Politeness" is different from you pl. h. grammatically and graphically (capital letter):

"Polite" You requires plural h. verbs and short adjectives, but singular. h. nouns and full adjectives, as well as plural. including pronouns myself in the nominative case, but singular. including pronouns myself in indirect cases. Examples:

In what situations should you write You?

a) in business letters addressed to one person;

b) in business letters addressed to a group of persons;

c) in questionnaires;

d) in personal letters

e) in ads,

f) when contacting users of Internet sites.

Phonetics

Preference for complete over fluent pronunciation style in most situations. Examples:

· "Polite" intonation.

Text

Speech etiquette also regulates how texts of certain genres should be built, what can be talked about, and what is better not to talk about in certain situations, etc.

In addition, stand out non-verbal etiquette means (gestures, facial expressions, postures, etc.). Examples:

III ... History of speech etiquette

Etiquette means originated in ancient times and reflected a magical attitude towards language. Examples:

Over time, people's attitude to the world, society and language changes, and the role of speech etiquette becomes different. The sphere of action of speech etiquette is exclusively the relationship between people in society.

Disappearance of the primary meaning - characteristic feature etiquette means. Other examples:

The history of the "polite" you

· First, the use of plural forms. hours in the meaning of units. h. is a natural metaphor for power: the meaning and influence of one person is equated to the meaning and influence of several.

· Secondly, speech etiquette allows you to show the position of people in society and the relationship between social groups, which include the speaker and listener. Thus, using the polite form of the pronoun, the speaker refers to the addressee not only as a person, an individual, but also as a representative of a group, and therefore the use of the plural is natural.

Changes in the field of Russian speech etiquette now

Vivid examples of modern changes in the field of speech etiquette:

· At consumption in many handling situations by the name no middle name;

· R expansion of the scope you -forms.

What are the reasons for these changes?

With the development of society, old spheres of etiquette disappear and new ones appear. For example, court etiquette almost disappeared and netiquette (etiquette of Internet communication) appeared. Communication on a mobile phone has its own rules. Which?

Netiquette(Internet communication etiquette) is an extremely dynamic and variable area, in which there are no clearly established norms.

There is a general rule in netiquette: the more formal the relationship between people, the more rules must be followed.

· It is recommended to use text components such as greeting and / or address and signature in a formal email.

· The style of writing should be fairly formal (the degree of formality depends on the relationship between the communicants, etc.). Do not overuse emoticons, dots, capitalization of words, etc.

· You do not need to send files (for example, a resume to a potential employer or an essay to a teacher) without a cover letter that explains the essence of the matter.

· If necessary, you can include in the text the letter to which the answer is being written - in fragments or in full. At the same time, it is necessary to ensure that the quoted fragments do not impede the reading of the letter.

· You should try to answer emails as quickly as possible.

· The addressee is given several days to reply. If no response has been received within 4–5 days, you can send the message again, indicating that it is a copy of the letter.

· When sending important documents, you can ask the addressee to inform about the receipt of the letter.

· If the addressee wrote a letter with answers to the question, it is recommended to thank him in a separate letter, even if the author of the request is completely satisfied with the answer.

IV ... National specificity of speech etiquette

Etiquette reflects the social value system and relationships between different social groups. That's whyetiquette, including speech, has a pronounced national specificity.

“The Europeans, greeting, stretch out their hand, and the Chinese, Japanese or Indian is forced to shake the limb of a stranger. If a visitor poked his bare feet into Parisians or Muscovites, it would hardly have caused delight. A resident of Vienna says "a whole hand" without thinking about the meaning of his words, and a resident of Warsaw, when he is introduced to a lady, mechanically kisses her hand. The Englishman, indignant at the antics of his competitor, writes to him: "Dear sir, you are a swindler", without "dear sir" he cannot start a letter. Christians, entering a church, church or church, take off their hats, and a Jew, entering a synanogue, covers his head. In Catholic countries, women should not enter the temple bareheaded. In Europe, the color of mourning is black, in China it is white. When a Chinese man sees for the first time how a European or an American walks arm in arm with a woman, sometimes even kisses her, it seems to him extremely shameless. In Japan, you cannot enter a house without taking off your shoes; in restaurants, men in European suits and socks are sitting on the floor. In the Peking hotel, the furniture was European, but the entrance to the room was traditionally Chinese - the screen did not allow entering directly; it has to do with the idea that the devil is going straight ahead; but in our opinion the devil is cunning, and it costs him nothing to bypass any partition. If a guest comes to a European and admires a picture on the wall, a vase or other trinket, then the owner is pleased. If a European begins to admire a little thing in the house of a Chinese, the owner gives him this item - this is required by politeness. My mother taught me that nothing should be left on the plate when visiting. In China, no one touches a cup of dry rice served at the end of a meal - you need to show that you are full. " (I. Ehrenburg. People, years, life).

National specificity is also manifested in the choice of non-verbal means. Examples:

Yulia Golubeva
Russian speech etiquette

SPEECH ETIQUETTE

In a badly educated person, courage takes the form of rudeness, learning becomes pedantry in him, wit - buffoonery, simplicity - uncouthness, good nature - flattering. Good qualities constitute an essential wealth of the soul, but only good manners serve as a frame for them.

(John Locke)

Etiquette- a set of rules of good manners adopted in a given society and establishing norms of behavior and communication of people in certain situations.

Word etiquette entered into international use in the 17th century. During the reign of King Louis XIV of France, at a court reception, guests were given cards listing some of the rules of conduct. From the French name for these cards etiuqette comes the word « etiquette» , included in many languages (from the French etiuqette there was also Russian. label) .

The rules of communication are of a specific historical nature (they change in accordance with the socio-historical and economic conditions of the people's life, and also have national specifics (may differ significantly in different countries) .

The underlying polite, respectful attitude towards others etiquette, can be expressed in non-verbal (non-verbal) by means: gestures, facial expressions, posture, movements, and speech means... Therefore, it is customary to highlight speech etiquette.

Speech etiquette- a system of formulas developed in a given language that serve to establish contact between interlocutors and maintain communication in the desired tone.

Formulas speech etiquette- typical ready-made structures, which are regularly used for correct communication. Such formulas help to organize etiquette situations(greeting, farewell, gratitude, apology, congratulations, consolation, sympathy, acquaintance, request, etc.) taking into account social, age and psychological factors, as well as the sphere of communication.

Ethical standards speech culture(speech etiquette)

Etiquette origin French word (etiquette)... Initially, it meant a commodity tag, a label (cf. label, and then they began to call the court ceremonial. It is in this sense, especially after the adoption of the French ceremony at the Viennese court, that the word etiquette became widespread in German, Polish, Russian and other languages... Along with this word, the word regulation and the phrase diplomatic protocol are used to denote a set of accepted rules that determine the order of any activity. Many of the subtleties of communication presented by the protocol are taken into account in other areas of business relations. More and more spread in business circles, especially in recent years, business etiquette reflecting the experience, moral ideas and tastes of certain social groups.

Business etiquette provides for compliance with the norms of behavior and communication. Since communication is a person's activity, the process in which he participates, then when communicating, first of all, the features are taken into account speech etiquette... Under speech etiquette the developed rules are understood speech behavior, system speech formulas of communication.

Degree of possession speech etiquette determines the degree of a person's professional suitability. This primarily applies to civil servants, politicians, educators, lawyers, doctors, managers, entrepreneurs, journalists, service workers, that is, to those who, by the nature of their work, constantly communicate with people.

Possession speech etiquette promotes the acquisition of authority, generates trust and respect. Knowing the rules speech etiquette, their observance allows a person to feel confident and at ease, not to feel awkward because of mistakes and wrong actions, to avoid ridicule from others.

Compliance speech etiquette people of the so-called linguistic-intensive professions has, in addition, educational value, involuntarily contributes to an increase in both speech and the general culture of society.

But most importantly: strict adherence to the rules speech etiquette members of the team of an institution, enterprise, production, office leaves a favorable impression with clients, co-founders, partners, maintains a positive reputation of the entire organization.

What factors determine the formation speech etiquette and its use?

Speech etiquette is built taking into account the peculiarities of partners entering into business relations, conducting business talk: social status of the subject and recipient of communication, their place in the service hierarchy, their profession, nationality, religion, age, gender, character.

Speech etiquette is determined by the situation in which the communication takes place. This can be a presentation, conference, symposium; a meeting at which the economic, financial situation of the company, enterprise is discussed; hiring or firing; consultation; anniversary of the company, etc.

Speech etiquette has a national specificity. Each nation has created its own system of rules speech behavior.

Feature Russian language is precisely the presence in it of two pronouns you and you, which can be perceived as forms of the second person singular... The choice of one form or another depends on the social status of the interlocutors, the nature of their relationship, on the official - informal setting. Imagine it in table:

1. To an unfamiliar, unfamiliar addressee 1. To a well-known addressee

2. In a formal setting of communication 2. In an informal setting of communication

3. With an emphatically polite, restrained attitude towards the addressee 3. With a friendly, familiar, intimate relation to the addressee

4. To a peer and an elder (by position, age) addressee 4. To equal and younger (by position, age) addressee

Some persons, especially those in a higher position than their interlocutor, use the form you when addressing, deliberately emphasizing, demonstrating their "Democratic", "Friendly", patronizing attitude. Most often, this puts the addressee in an awkward position, is perceived as a sign of a disdainful attitude, an encroachment on human dignity, as an insult to a person.

In a formal setting, when several persons are involved in the conversation, Russian speech etiquette recommends even with a well-known person with whom friendly relations have been established and everyday life addressed to you, to go to you.

However, is it necessary for all situations? Sometimes in television programs, when a well-known TV presenter and no less famous politician, scientist, statesman has a conversation on a socially significant topic and the presenter, starting it, as it were, consults with the audience, whether he can address the interlocutor on you, since they are connected long-standing friendship and for them such an appeal is more familiar, after which the interlocutors switch to you. Is it violated in this case speech etiquette? Is it legal?

It is believed that there are no rules without exceptions. Yes, such a transfer provides for the formality of relations between its participants. But viewers perceive it as something spectacular. The transition to you reduces the formality, the conversation becomes casual, which facilitates perception, makes the transmission more attractive.

Knowledge of the characteristics of the national etiquette, his speech formulas, understanding the specifics of business communication of a particular country, people help in negotiating, establishing contacts with foreign partners.

Any act of communication has a beginning, a main part and a final one. If the addressee is unfamiliar to the subject of speech, then communication begins with an acquaintance. Moreover, it can occur directly and indirectly. According to the rules of good form, it is not customary to enter into a conversation with a stranger and introduce yourself. However, there are times when it needs to be done. Etiquette prescribes the following formulas:

Allow (those) with you (with you) become acquainted.

I would like to be with you (with you) become acquainted.

Allow me (those) with you (with you) become acquainted.

Allow me (those) become acquainted.

Let's (those) let's get acquainted.

Let's get to know each other.

It would be nice to meet you.

When visiting an institution, office, office, when there is a conversation with an official and it is necessary for him to introduce himself, they are used formulas:

Let (allow) introduce yourself.

My surname is Kolesnikov.

I'm Pavlov.

My name is Yuri Vladimirovich.

Nikolay Kolesnikov.

Anastasia Igorevna.

If the visitor does not identify himself, then the official himself asks:

As yours (yours) surname?

How is your (your) Name Patronymic name?

How is your (your) name?

As you (you) name?

In many countries, business cards have long been used when meeting people. They began to practice this with us. The visiting card is served during the presentation. The one to whom they introduce themselves should take it and read it aloud, and then during the conversation, if it happens in the office, hold the business card on the table in front of him in order to correctly name the interlocutor.

Mediator, determining the order of presentation and choosing etiquette formula, takes into account the official position, age, gender of the bodies, whom he represents, as well as whether they were previously familiar or only one of them knows the other, heard about him before.

The presentation can be two-sided and one-sided. The latter happens most often when the organizers of these meetings or those participants who are unfamiliar to everyone or part of the audience are introduced to those who have gathered for a meeting, meeting, for some kind of celebration, briefing, meeting. Formulas representation:

Get to know (please)... Anna Sergeevna Zubkova. Anatoly Evgenievich Sorokin.

I want (I would like to) introduce you to.

I want (I would like to) introduce you.

Allow (let me) introduce you to.

Sometimes after the performance, especially in an informal setting, the acquaintances exchange replicas:

Very nice (glad!

(I AM) glad (happy) to meet you.

(To me) very nice to meet you!

Etiquette also determines the norm of behavior. It is customary to represent a man to a woman, a younger person to an older person, and an employee to a boss.

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

V Russian language, the main greeting is hello. It goes back to the Old Church Slavonic verb hello, which means "Be healthy", that is, healthy. The verb hello in ancient times also had a meaning "to greet"(cf .: say hello, as evidenced by the text "Onega epic": "As Ilya comes here Muromets, and he lives with the prince and the princess"... Therefore, this greeting is based on a wish for health. For the first time, hello greetings occur in "Letters and Papers of Peter the Great 1688-1701".

Along with this form is a common greeting indicating the time meeting:

Good morning!

Good day!

Good evening!

In addition to common greetings, there are greetings that emphasize the joy of meeting, respectful attitude, desire communication:

(Highly) glad to see you (welcome!

Allow (let me) welcome you.

Welcome!

My regards.

The greeting is often accompanied by a handshake, which can even replace a verbal greeting.

However, you should know: if a man and a woman meet, then the man must wait for the woman to stretch out her hand to shake, otherwise he only makes a slight bow.

The non-verbal equivalent of greeting when the two are distant from each other is bowing with the head; swaying hands clenched in palms, slightly raised and extended in front of the chest forward; for men - a hat slightly raised above their heads.

Speech etiquette greetings also provides for the nature of behavior, i.e., the sequence of greetings. First to greet

A man is a woman;

Younger (younger) by age - senior (senior);

The youngest woman is a man who is much older than her;

The junior is the senior;

Member of the delegation - its leader (regardless - own delegation or foreign).

Initial communication formulas are opposed by formulas used at the end of communication. These are formulas for parting, ending communication. They express

wish: All the best to you (good! Goodbye!

hope for a new meeting: Until the evening (tomorrow, saturday)... Hope we part ways for a little while. I hope to see you soon;

Doubt about the possibility of meeting again; parting will for a long time: Goodbye! It is unlikely that we will be able to meet again. Do not remember it dashingly.

After the greeting, a business conversation is usually struck up. Speech etiquette provides for several beginnings, which are due to the situation. The most typical three situations: 1) solemn; 2) mournful; 3) working, business.

The first includes public holidays, anniversaries of the enterprise and employees; receiving awards; opening an office, shop; presentation; conclusion of an agreement, contract, etc.

For any solemn occasion, significant event, invitations and congratulations follow. Depending on the situation (official, semi-official, unofficial) invitation and greeting clichés are changing.

Invitation:

Let (allow) invite you to.

Come to the holiday (anniversary, meeting., We will be glad (meet you).

- Invite you (you).

If it is necessary to express uncertainty about the appropriateness of the invitation or uncertainty about the recipient's acceptance of the invitation, then it is expressed with an interrogative proposal:

- I can (can I, can I, can I, can I) invite you to.

Congratulation:

Allow (let me) congratulate you on.

Take my (the most) heart (warm, hot, sincere) congratulations.

On behalf of (on behalf of)... Congratulations.

From (all) souls (whole heart) Congratulations.

Cordially (hot) Congratulations.

A mournful situation is associated with death, death, murder, natural disaster, terrorist attacks, devastation, robbery and other events that bring misfortune and grief.

In this case, condolences are expressed. It should not be dry, official. Condolence formulas are usually stylistically uplifted, emotionally painted:

Allow (let me) to express (to you) my deep (sincere) condolences.

Bring (to you) my (take mine, please take mine) deep (sincere) condolences.

I sincerely to you (deeply, heartily, wholeheartedly) my condolences.

I grieve with you.

I share (Understand) your sadness (your grief, misfortune).

Most emotionally expressive expressions:

Which (big, irreparable, terrible) sorrow (misfortune) fell upon you!

What a big (irreparable, terrible) loss has befallen you!

What a grief (misfortune) crashed down on you.

In a tragic, sorrowful or unpleasant situation, people need sympathy and consolation. Empathy Etiquette Formulas, consolations are designed for different occasions and have different purposes.

Consolation expresses empathy:

(How) I sympathize with you!

(How) I understand you!

Consolation is accompanied by an assurance of a prosperous the outcome:

I will (So) I sympathize, but trust me (but I'm so sure everything will end well!

Don't get discouraged (Do not give up)... Everything (yet) will change (for the better).

Everything will be good!

- All this will change (it will cost, it will pass!

Consolation accompanied advice:

Not necessary (necessary) (So) worry (worry, get upset, upset, worry, suffer).

You mustn't lose your composure (head, endurance).

Necessary (necessary) calm down (keep yourself together, pull yourself together).

You should hope for the best (get it out of your head).

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

In an everyday business setting (business, work situation) the formulas are also used speech etiquette... For example, when summing up the results of work, when determining the results of the sale of goods or participating in exhibitions, when organizing various events, meetings, it becomes necessary to thank someone or, conversely, make a censure, make a remark. At any job, in any organization, someone may need to give advice, make a proposal, make a request, express consent, allow, prohibit, refuse someone.

Let us give speech cliches that are used in these situations.

Expression of gratitude:

Let (allow) to express (big, huge) thanks to Nikolai Petrovich Bystrov for excellent (wonderful) organized exhibition.

Firm (directorate, administration) expresses gratitude to all employees (teaching staff) per.

Must express to the head of the procurement department (my) thanks for.

Let (allow) express great (huge) gratitude.

For the provision of any service, for help, an important message, a gift, it is customary to thank in words:

I am grateful to you for being.

(Big, huge) thank you (you) per.

(I AM) very (So) thank you!

Emotionality, expressiveness of expressing gratitude increases if to tell:

There are no words to express to you (mine) gratitude!

I am so grateful to you that it is difficult for me to find words!

You cannot imagine how grateful I am to you!

- My gratitude has no (does not know) borders!

Note, warning:

Firm (directorate, board, editorial office) forced to do (serious) a warning (comment).

TO (big) unfortunately (upset, should (forced) make a remark (give a censure).

Often people, especially those in power, consider it necessary to express their proposals, advice in a categorical form:

Everything (you) are obliged (must).

You should definitely do this.

Advice, suggestions expressed in this form are similar to an order or 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. Encouragement to action with advice, a proposal can be expressed in a delicate, polite or neutral form:

Allow (let me) give you advice (advise you).

Let me suggest you.

(I AM) want (I would like, I would like) give advice (offer) to you.

I would advise (would suggest) to you.

I advise (I suggest) to you.

Making a request should be delicate, extremely polite, but without unnecessary ingratiating themselves:

Do me a favor, do (mine) request.

If it's not hard for you (it won't bother you).

Do not consider it a work, please take it.

(Not) may i ask you.

- (Please, (I beg you very much) let me.

The request can be expressed with some categorical:

Strongly (convincing, very) I ask you to (you).

Consent, permission is formulated as follows way:

(Now, immediately) will be done (done).

Please (I agree, I don’t mind).

I agree to let you go.

I agree, do (do) the way you think.

In case of failure, are used expressions:

(I AM) I can not (unable, unable) to help (allow, provide assistance).

(I AM) I can not (unable, unable) fulfill your request.

It is currently (do) impossible.

Understand now is not the time to ask (make such a request).

Sorry, but we (I am) can not (can) fulfill your request.

- I have to ban (deny, do not allow).

Among business people of any rank, it is customary to solve issues of particular importance to them in a semi-formal setting. To do this, they arrange hunting, fishing, going out into nature, an invitation to a summer cottage, a restaurant, a sauna follows. In accordance with the situation changes and speech etiquette, it becomes less formal, acquires a relaxed emotional and expressive character. But even in such an environment, subordination is respected, a familiar tone of expressions is not allowed, speech"Licentiousness".

An important component speech etiquette is a compliment... Tactfully and on time said, it cheers up the addressee, sets him up for a positive attitude towards his opponent. The compliment is said at the beginning of the conversation, when meeting, acquaintance or during a conversation, when 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 relates to appearance, testifies to the excellent professional abilities of the addressee, his high morality, gives an overall positive appraisal:

You are good (excellent, wonderful, excellent, great, young) look.

You don't change (have not changed, do not age).

Time spares you (does not take).

You (so, very much) charming (smart, quick-witted, resourceful, reasonable, practical).

You are good (excellent, wonderful, excellent) specialist (economist, manager, entrepreneur, partner).

You are good (excellent, great, excellent) lead (his) economy (business, trade, construction).

You can do well (wonderful) to lead (to govern) people, organize them.

It's nice to be with you (good perfect) to deal with (work, cooperate).

Communication presupposes the presence of one more term, one more component, which manifests itself throughout the communication, is its integral part, serves as a bridge from one remark to another. And at the same time, the rate of use and the very form of the term have not been finally established, they cause disagreement, are a sore spot Russian speech etiquette.

This is eloquently stated in a letter published in "Komsomolskaya Pravda" (24.01.91) signed by Andrey. Placed a letter under the title "Extra people"... Let's give it without reductions:

We, probably, in one and only country in the world, do not have people turning to each other. We do not know how to address a person! Man, woman, girl, granny, comrade, citizen - ugh! Or maybe a female person, a male person! And easier - hey! We are nobody! Not for the state, not for each other!

The author of the letter in an emotional form, quite sharply, using the data of the language, raises the question of the position of a person in our state. Thus, the syntactic unit - appeal - becomes a socially significant category.

To understand this, it is necessary to comprehend what is the peculiarity of addressing in Russian what is its history.

From time immemorial, conversion has served several functions. The main one is to attract the attention of the interlocutor. This is a vocative function.

Since both proper names are used as references (Anna Sergeevna, Igor, Sasha, and the names of people by the degree of kinship (father, uncle, grandfather, by status in society, by profession, position (president, general, minister, director, accountant, by age and sex (an old man, a boy, a girl, the appeal, in addition to the vocal function, indicates a corresponding sign.

Finally, appeals can be expressive and emotionally charged, contain appraisal: Lyubochka, Marinusya, Lyubka, idiot, idiot, idiot, idiot, clever, beautiful. The peculiarity of such appeals is that they characterize both the addressee and the addressee himself, the degree of his upbringing, attitude towards the interlocutor, and the emotional state.

The given address words are used in an informal situation, only some of them, for example, proper names (in their basic form, the names of professions, positions serve as addresses in official speech.

In the languages ​​of other civilized countries, unlike Russian there were appeals that were used both in relation to a person occupying a high position in society and to an ordinary citizen: Mr, Mrs, Miss (England, USA, Senor, Senora, Senorita (Spain, Signor, Signora, Signorina (Italy, Pan, Pani (Poland, Czech Republic, Slovakia).

The words woman, man, which have recently become widespread in the role of address, violate the norm speech etiquette, indicate a lack of culture of the speaker. In this case, it is preferable to start a conversation without calls, using etiquette formulas: be kind., please. sorry.

Thus, the problem of common treatment in an informal setting remains open.

It will be solved only when every citizen of Russia learns to respect himself and treat others with respect, when he learns to defend his honor and dignity, when he becomes a person, when it does not matter what position he holds, what his status is. It is important that he is a citizen Russian Federation... Only then none of the Russians will feel awkward and embarrassed if they call him or he calls someone a master, madam.

It is finished! The boss has invited you to a dinner party. Finally, you have the opportunity to see many significant people there, 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 may not leave the best 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. Different countries have their own rules of polite communication, but if you are not abroad, you must follow the rules of handling in Russian speech etiquette.

The main thing is that your speech corresponds to the situation in which the communication takes place. When choosing a form of speech, two directions can be decisive. 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 is also worth remembering who you need to greet first if at one meeting or another you will meet many people with whom you already know. So, who do they greet with in the first place:

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

Formulas of Russian speech etiquette

The peculiarities of Russian speech etiquette are in certain words, phrases and fixed 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 the 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. Start of conversation, greeting:

  • wish for health: hello;
  • use of meeting time: good afternoon, good evening;
  • emotional greeting: very happy;
  • respectful greeting - my compliments.

2. The main part of the conversation. The formulas for this part of the conversation are used depending on the event during which the conversation takes place. It can 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 setting.

Forms of communication in a festive setting 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: congratulations from the bottom of my heart, accept our congratulations, let me congratulate you, congratulations 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 my sincere condolences, I grieve with you, I deeply condole with you, let me express my deep condolences, I sincerely sympathize with you, hold on.
  4. Everyday work environment. Communication with bosses and colleagues includes a lot of features of speech etiquette. These can be requests, compliments, advice and thanks. Also, in a work environment, one cannot do without refusals and consent to the interlocutor's requests:
  • advice: I would advise you, let me propose to you, I would like to propose to you, let me give you advice;
  • request: if it does not bother you, I earnestly ask you, don’t consider it a job, may 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 a great organizer;
  • consent: I am ready to listen to you, please, I don’t mind, do as you see fit;
  • refusal: I have to refuse you, I cannot 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.