4 speech etiquette. Abstract: Speech etiquette

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 refers to regulatory rules speech behavior, a system of nationally specific stereotypical, stable communication formulas accepted and prescribed by society to establish contact between interlocutors, maintain and interrupt contact in the chosen tonality.” Speech etiquette, in particular, includes words and expressions used by people to say goodbye, requests, apologies accepted in different situations forms of address, intonation features that characterize polite speech, etc. The study of speech etiquette occupies a special position at the intersection of linguistics, theory and history of culture, ethnography, regional studies, psychology and other humanities disciplines.

Boundaries of the phenomenon of speech etiquette. In the broad sense of the word, speech etiquette characterizes almost any successful act of communication. Therefore, speech etiquette is associated with the so-called postulates of speech communication, which make the interaction of communication participants possible and successful. These are postulates formulated by G. P. Grice (1975), which are derived from the principle of cooperation underlying all communication. The postulates of verbal communication include: the postulates of quality (the message should not be false or without proper basis), quantity (the message should not be too short or too lengthy), relationship (the message should be relevant to the addressee) and method ( the message must be clear, precise, not contain words and expressions that are incomprehensible to the addressee, etc.). Violation of one or more of these postulates to one degree or another entails a communicative failure. Other important requirements - for example, the tenets of politeness (every message must be polite, tactful, etc.) - are not included among the fundamental ones by Grice, since the task of the message is considered to be the effective transfer of information. It is significant that even with such a utilitarian formulation of the problem, one has to consider the requirements of speech etiquette as the necessary conditions successful communication. These requirements are especially important for messages that have other functions: establishing interpersonal contacts, attracting listeners to your side, etc. In these cases, the tenets of politeness inevitably come to the fore. Others, such as relational postulates, are pushed to the periphery. Thus, in many advertising textbooks it is recommended to refrain not only from any statements that insult or offend the addressee, but also from statements that could cause undesirable associations in him. For example, slogan Our beer is beer ,that doesn't make you fat was considered unsuccessful because it recalls the very fact that beer makes you fat. Thus, the requirements of relevance and truthfulness are secondary in this case.

Thus, speech etiquette in a broad sense is associated with the general problems of linguistic pragmatics and should be considered in line with pragmalinguistic research. The act of linguistic communication is considered by pragmatics from the point of view of the achievement of certain goals by the participants in communication. The statement is not considered in isolation, but in the context of these goals; for example, question You don't have a watch? implies a request to say what time it is. Therefore the answer Yes ,There is(without telling what time it is) ignores the context and thereby violates the requirements of speech etiquette. Or: What's going on here? – a question (especially in a certain context) can mean aggressive dissatisfaction with what is happening and, as such, violate etiquette.

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

Speech etiquette in the narrow sense of the word, it can be characterized as a system of linguistic 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 ( Mister , Comrade and so on.).

At the grammatical level: use for polite address plural(including pronouns You); using interrogative sentences instead of imperative sentences ( You will not say ,what time is it now ?Could you move a little? and so on.).

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

At the intonation level: the use of polite intonation (for example, the phrase Please be kind ,close the door may sound with different intonation depending on whether it is intended to be a polite request or an unceremonious demand).

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

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

Everyday language practice and norms 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 everyday 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 their interlocutor to use them in certain situations. Elements of speech etiquette are absorbed so deeply that they are perceived by the “naive” linguistic consciousness as part of the everyday, natural and logical behavior of people. Ignorance of the requirements of speech etiquette and, as a consequence, failure to comply with them (for example, addressing an adult to a stranger on 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 linguistic norms. Thus, the idea of correct, cultural, standardized speech also includes certain ideas of the norm in the field of speech etiquette. For example, every native speaker knows the formulas for apologizing for awkwardness; however, the norm is that some are welcomed ( excuse me , I'm sorry) – and others are rejected or not recommended, for example, I'm sorry(and sometimes “justifications” are given for such a distinction, such as: you cannot apologize to yourself, you can only ask for an apology 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 is causing concern to his interlocutor, but one should not apologize too often, since this puts the interlocutor in an awkward position, etc. In addition, violation rules and regulations literary language, especially if it looks like carelessness, can in itself be considered a violation of speech etiquette.

So, the requirements of speech etiquette form a kind of hierarchy. To some extent, they are an integral part of the active and passive language practice of every native speaker; on the other hand, these requirements are associated with a certain level of speech culture, more or less high. For example, every native speaker knows from an early age that it is necessary to say hello when meeting. Next, the child is explained that he must greet in accordance with certain rules (the youngest greets the elder first, using quite specific formulas for this - not Hello or Great, A Hello, or better: Hello ,Ivan Ivanovich). Finally, in the future, a native speaker will learn about other subtleties of speech etiquette and learn to use them in their daily practice.

The boundary between everyday speech practice and the norm in speech etiquette is inevitably fluid. Practical use Speech etiquette is always somewhat different from normative models, and not only because of the participants’ insufficient knowledge of its rules. Deviation from the norm or overly meticulous adherence to it may be due to the speaker’s desire to demonstrate his attitude towards the interlocutor or to emphasize his vision of the situation. In the example below, the polite form is used to emphasize the boss's dissatisfaction with his subordinate:

– Hello, Lyubov Grigorievna !- he said in a disgustingly gallant manner. – You are delayed ? <…>

What scared her the most was ,that they contact her on « You », by first name and patronymic. This made everything that happened extremely ambiguous ,because if Lyubochka was late, that was one thing ,and if the rationalization engineer Lyubov Grigorievna Sukhoruchko is completely different.(V.O. Pelevin, “News from Nepal.”)

Thus, speech etiquette is not a rigid system of rules; it is quite plastic, and this plasticity creates a fairly large “room for maneuver.”

Speech etiquette and speech situation. Speech etiquette is one way or another tied to the situation of verbal communication and its parameters: the personalities of the interlocutors, the topic, place, time, motive and purpose of communication. First of all, it is a complex linguistic phenomena, focused on the addressee, although the personality of the speaker (or writer) is also taken into account. This can best be demonstrated by using 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 appear in different versions, depending on how the participants in verbal communication are related by age and/or service hierarchy, whether they are in family or friendly relationships; on the age and social status of each of them, etc.

Speech etiquette also reveals itself differently 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 the communication; There are specific etiquette rules associated with the place of communication (feast, public place, production meeting), etc.

Researchers describe a whole range of communicative functions of speech etiquette. Here are some of them. Speech etiquette:

promotes the establishment of contact between interlocutors;

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

allows you to show respect;

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

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

The place of specialized units of speech etiquette in the language system. Speech etiquette is implemented both in the characteristics of speech in general and in specialized units. These units - formulas of greeting, farewell, apology, request, etc. - as a rule, are performatives (i.e. statements, the utterance of which simultaneously means the commission of the named action;). Indeed, phrases I apologize ,Thank you ,I ask you to and so on. do not describe actions, but are themselves actions - respectively, an apology, an expression of gratitude, a request, etc.

Units of speech etiquette are regularly correlated with cognate or synonymous words and constructions that do not have an etiquette character, for example: Thank you very much. –He thanked me warmly. And finally, one cannot help but notice that speech etiquette often fits into the broader context of the pragmatics of behavior in typical situations. For example, the entire complex of “speech-behavioral tactics for erasing a tort” (E.M. Vereshchagin, V.G. Kostomarov) is associated with stable apology formulas - in other words, the entire range of speech models used by a speaker or writer to get rid of guilt. So next to the stable formula excuse me it is necessary to place other more or less stable formulas: There's nothing for me to apologize for !I couldn't do otherwise !My offense is not that big !Oh ,what should I do ,You will never forgive me now!etc. Thus, in a stable apology formula, a native speaker can isolate certain semantic elements at any time.

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

First of all, various units of speech etiquette are used depending on the social roles assumed by the participants in communication. Here it is important how social roles themselves, and their relative position in the social hierarchy. When communicating between two students; between student and teacher; between superior and subordinate; between spouses; between parents and children - in each special case Etiquette requirements can be very different. Some units are replaced by others, functionally homogeneous, but stylistically opposed. So, in the situations listed above, different greeting formulas may be appropriate: Hello , Hello , Hello , Hello ,Ivan Ivanovich. Other units of speech etiquette are mandatory in some cases and optional in others. For example, when calling on the phone at an inopportune time, you need to apologize for the disturbance, you just shouldn’t apologize when calling on the phone, however, if it is not the recipient of the call who answers the phone, but a stranger, especially if he is older, it would also be appropriate to apologize for the disturbance, etc. .d.

These aspects of speech behavior are also influenced by 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 one or another social groups native speakers. These groups can be distinguished according to the following criteria:

age: speech etiquette formulas associated with youth slang ( Hello , Ciao , Goodbye); specific forms of politeness in the speech of older people ( Thank you , Do me a favor);

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

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

belonging to specific professional groups.

Speech etiquette and problems of stylistics. Stylistic differences in the use of speech etiquette units 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 characterized 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, determining the order of presentation, references to predecessors and objections to opponents (somewhat archaic manifestations of scientific speech etiquette undoubtedly include We-forms: We have already shown above...– including on behalf of one author). In addition, different functional styles may correspond to special forms of address (for example, address Colleagues in scientific speech).

The contrast between written and oral speech is also important. Written speech, as a rule, belongs to one or another functional style; on the contrary, oral speech tends to blur stylistic boundaries. As an example, we can compare written documents of legal proceedings and oral statements in court by litigants and their representatives: in the latter case, there are constant departures from the functional style, less formalized language, etc.

Units of speech etiquette, due to their socio-stylistic markings and widespread use in speech practice, significantly expand the expressive and stylistic resources of the language. This can be used both in everyday speech and in fiction. By using certain units of speech etiquette, you can achieve various goals, you can express your emotions and provoke an emotional reaction in your communication partner. In fiction, the use of marked units of speech etiquette often serves to create a character’s speech characteristics. For example, in A.N. Tolstoy’s novel “Peter the Great,” the letter from Queen Evdokia contains the following etiquette formulas: To my sovereign ,joy ,Tsar Peter Alekseevich... Hello ,my light ,for many years<…>Your groom ,Dunka ,hits with his forehead... Wed. addresses used by Peter's mistress Anna Mons: bow from Anna Mons: recovered ,she became even more beautiful and asks Herr Peter to accept two citrons as a gift .

Obscene and shocking words and expressions. Prohibitions on the use of obscene and shocking words and expressions can be combined with recommendations or instructions to replace them with euphemisms. http://www.krugosvet.ru/articles/69/1006960/1006960a1.htm This applies to actually obscene words and expressions and those that are too directly name objects and phenomena that are not customary to speak about directly in a given culture. The same expressions may be considered prohibited in some groups and acceptable in others. In the same group, the use of swear words may be considered acceptable, or at least excusable; however, the severity of the prohibition increases sharply in the presence of women, children, etc.

Etiquette requirements for the intonation of statements. Among the etiquette requirements for oral speech, the intonation of the statement occupies an important place. A native speaker accurately identifies the entire range of intonations - from emphatically polite to dismissive. However, to determine which intonation corresponds to speech etiquette and which goes beyond it, in general view, without taking into account specific speech situation hardly possible. Thus, in Russian speech there are (following E.A. Bryzgunova) seven main “intonation structures” (i.e. types of phrasal intonation). Pronouncing the same utterance with different intonation (accordingly, the implementation of different intonation structures) expresses different oppositions: in meaning, in actual division, in stylistic shades, and including in expressing the attitude of the speaker to the listener. This relationship determines which intonation structure should be used in a given case and which should not. Thus, in accordance with etiquette rules, intonation should not indicate a dismissive or patronizing attitude, an intention to lecture the interlocutor, aggression or challenge. This especially applies to various kinds interrogative statements. For example, the same question: Where were you last night? - allows for different intonation depending on who and by whom this question is addressed: the boss - the subordinate, the representative of the investigative authorities - the suspect; one friend to another; one interlocutor to another during a small talk “about nothing”, etc.

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

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 nature - up to purely informative ones; cf., for example, the etiquette prohibition of pointing a finger at the subject of speech.

In addition, the requirements of speech etiquette can extend to the paralinguistic level of communication in general. For example, in Russian speech etiquette it is prescribed to refrain from too animated facial expressions and gestures, as well as from gestures and facial movements that imitate elementary physiological reactions.

It is significant that the same gestures and facial movements can have different meanings in different linguistic cultures. This poses an urgent task for methodologists and foreign language teachers to describe the features of gestures and facial expressions in the language culture being studied. Attempts are also being made to create dictionaries of gestures, facial expressions and postures. Differences in the etiquette meaning of gestures and facial expressions are studied in the broad context of the study of systems of gestural and facial communication.

Speech etiquette in historical and ethnocultural perspective. It is impossible to name a linguistic culture in which etiquette requirements for speech activity would not be presented. The origins of speech etiquette lie in ancient period history of language. In an archaic society, speech etiquette (like etiquette in general) has a ritual background. The word is given a 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 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, conversely, to avoid them). Relics of this state are preserved in various units of speech etiquette; for example, many stable formulas represent ritual wishes that were once perceived as effective: Hello(Also be healthy); Thank you(from God bless). Similarly, many prohibitions on the use of words and constructions that are modern language are considered abusive and go back to archaic prohibitions - taboos.

The most ancient ideas about the effectiveness of the word are superimposed by later layers associated with various stages in the evolution of society and its structure, with religious beliefs, etc. It should be especially noted that complex system 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 (medieval East, Europe at the turn of the Modern 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 Peter the Great era and subsequent decades by manuals on etiquette, including speech, is well known: An honest mirror of youth , Examples of how to write different compliments .

In the speech etiquette of almost all nations it is possible to distinguish common features; Thus, almost all nations have stable formulas for greeting and farewell, forms of respectful address to elders, etc. However, these features are implemented in each culture in its own way. As a rule, the most extensive system of requirements exists in traditional cultures. At the same time, with a certain degree of convention, we can say that the understanding of speech etiquette by its speakers goes through several stages. A closed traditional culture is characterized by the absolutization of etiquette requirements for behavior in general and for speech behavior in particular. A person with a different 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, there is usually a more developed understanding of the differences in speech etiquette among different peoples, and the skills of imitating someone else’s speech behavior can even be a source of pride for a member of the society.

In modern, especially urban culture, the culture of industrial and post-industrial society, the place of speech etiquette is 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 demonstrate respect to him, to arouse sympathy, to create a comfortable climate for communication. The relics of hierarchical representations are also subject to these tasks; cf., for example, circulation history Mister and corresponding addresses in other languages: an element of speech etiquette, which once arose as a sign of the social status of the addressee, subsequently becomes a national form of polite address.

On the other hand, speech etiquette remains an important part of the national language and culture. Impossible to talk about high level possessions foreign language, if this proficiency does not include knowledge of the rules of speech communication and the ability to apply these rules in practice. It is especially important to have an idea of the differences in national speech etiquettes. For example, each language has its own system of address, which has been formed over centuries. When translated literally, the meaning of these addresses is sometimes distorted; yes, English Dear is used in official addresses, while its corresponding Russian Expensive usually used in less formal situations. Or another example - in many Western cultures, when asked How are you? should answer: Fine. Answer Badly or Not good is considered indecent: the interlocutor should not impose his problems. In Russia, it is customary to answer the same question neutrally, rather with a negative connotation: Nothing ; Little by little. Differences in speech etiquette and in general in systems of rules of speech behavior fall under the purview of a special discipline - linguistic and regional studies.

In preparing this work, materials from the site http://www.studentu.ru were used

Module 4. Special section

Topic 2. Ethical speech norms and speech etiquette. Typology of violations of ethical and speech norms

Specifics of Russian speech etiquette

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

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

Strict adherence to speech etiquette in business communication leaves clients and partners with a favorable impression of the organization and maintains its positive reputation.

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

The importance of these qualities is reflected in numerous Russian proverbs and sayings that characterize ethical standards of communication. Some proverbs point to the need to listen carefully to your interlocutor: The wise man does not speak, the ignorant does not allow him to speak. Tongue - one, ear - two, say once, listen twice. Other proverbs point out typical mistakes in constructing a conversation: Answers when not asked. Grandfather talks about chicken, and grandmother talks about duck. You listen, and we will remain silent. A deaf man listens to a mute man speak. Many proverbs warn about the danger of empty, idle or offensive words: All a person's troubles come from his tongue. Cows are caught by the horns, people by the tongue. A word is an arrow; if you release it, it will not return. What is unspoken can be expressed, what has been said cannot be returned. It's better to understate than to overstate. It buzzes from morning to evening, but there’s nothing to listen to.

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

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

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

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

Technique for implementing label forms

Any act of communication has a beginning, a main part and a final part. If the addressee is unfamiliar to the subject of speech, then communication begins with acquaintance. Moreover, it can occur directly or indirectly. Of course, it is advisable to have someone introduce you, but there are times when you need to do it yourself. Etiquette offers several possible formulas:

Let me get to know you.

I'd like to meet you.

Let's get acquainted.

Let's get to know each other.

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

Let me introduce myself.

My last name is Sergeev.

My name is Valery Pavlovich.

Official and informal meetings of acquaintances and strangers start with a greeting.

Official greeting formulas:

Hello!

Good afternoon!

Unofficial greeting formulas:

Hello!

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

During communication, if there is a reason, people make invitations and express congratulations.

Invitation:

Let me invite you...

Come to the celebration (anniversary, meeting).

We'll be glad to see you.

Congratulation:

Let me congratulate you on...

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

Warm congratulations...

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

Do me a favor...

If it’s not difficult for you (if it’s not difficult for you)…

Please be kind...

May I ask you...

I beg you very much...

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

Let me draw your attention to...

I would suggest you...

The wording of refusal to fulfill a request may be as follows:

(I) cannot (unable, unable) to help (allow, assist).

It is currently not possible to do this.

Please understand that now is not the time to make such a request.

Sorry, but we (I) cannot fulfill your request.

I am forced to refuse (prohibit, not allow

Interaction of speech and behavioral etiquette

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

Compliance with etiquette requirements when violating ethical standards is hypocrisy and deception of others. On the other hand, completely ethical behavior, not accompanied by adherence to the norms of etiquette, will inevitably make an unpleasant impression and cause people to doubt the moral qualities of the individual.

In oral communication must be observed a number of ethical And etiquette standards, closely related to each other.

Firstly, you must treat your interlocutor with respect and kindness. It is prohibited to offend or insult your interlocutor with your speech, or to express disdain. Direct negative assessments of the communication partner’s personality should be avoided; only specific actions can be assessed, while maintaining the necessary tact. Rude words, a cheeky form of speech, an arrogant tone are unacceptable in intelligent communication. And from a practical point of view, such features of speech behavior are inappropriate, since they never contribute to achieving the desired result in communication.

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

Secondly, the speaker is instructed to be modest in self-assessments, not to impose his own opinions, and to avoid being too categorical in speech.

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

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

The norms of communication also determine the behavior of the listener.

First, you need to put other things aside to listen to the person. This rule is especially important for those specialists whose job is to serve clients.

When listening, you must treat the speaker with respect and patience, try to listen carefully and to the end. If you are very busy, it is permissible to ask to wait or reschedule the conversation for another time. In official communication, it is completely unacceptable to interrupt the interlocutor, insert various comments, especially those that sharply characterize the interlocutor’s proposals and requests. Like the speaker, the listener puts his interlocutor in the center of attention and emphasizes his interest in communicating with him. You should also be able to express agreement or disagreement in a timely manner, answer a question, or ask your own question.

Ethics standards and etiquette concern and writing.

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

In business documents, it is necessary to skillfully use the capabilities of the grammatical system of the Russian language. For example, the active voice of a verb is used when it is necessary to indicate the active person. The passive voice should be used when the fact of an action is more important than the mention of the persons who performed the action.

The perfect form of the verb emphasizes the completeness of the action, and the imperfect indicates that the action is in the process of development. In business correspondence, there is a tendency to avoid the pronoun I. The first person is expressed by the ending of the verb.

Speech distances and taboos

Distance in verbal communication determined by age and social status. It is expressed in speech by using the pronouns you and you. Speech etiquette determines the rules for choosing one of these forms. In general, the choice is dictated by a complex combination of external circumstances of communication and individual reactions of the interlocutors: the degree of acquaintance of the partners ( You- to a friend, You- stranger); formality of the communication environment ( You- unofficial, You- official); the nature of the relationship ( You- friendly, “warm”, You- emphatically polite or tense, aloof, “cold”); equality or inequality of role relationships (by age, position: You- equal and inferior, You- equal and superior).

The choice of one of the forms of address depends not only on the formal position and age, but also on the nature of the relationship of the interlocutors, their disposition towards a certain degree of formality of the conversation, linguistic taste and habits.

Thus, it is revealed You- related, friendly, informal, intimate, trusting, familiar; You- polite, respectful, official, aloof.

Depending on the form of application You or You grammatical forms of verbs are found, as well as speech formulas greetings, farewells, congratulations, expressions of gratitude.

Taboo is a prohibition on the use of certain words due to historical, cultural, ethical, socio-political or emotional factors.

Socio-political taboos are characteristic of speech practice in societies with an authoritarian regime. They may concern the names of certain organizations, mentions of certain persons disliked by the ruling regime (for example, opposition politicians, writers, scientists), certain phenomena of social life that are officially recognized as non-existent in a given society.

Cultural and ethical taboos exist in every society. It is clear that the use of abusive language and mention of certain physiological phenomena and body parts are prohibited.

Neglect ethical speech prohibitions is not only a gross violation of etiquette, but also a violation of the law. Insult, i.e. humiliation of the honor and dignity of another person, expressed in an indecent form, is considered by criminal law as a crime (Article 130 of the Criminal Code of the Russian Federation).

Compliments. Culture of criticism in verbal communication

An important advantage of a person in communication is the ability to make beautiful and appropriate compliments. A tactfully and timely compliment lifts the mood of the recipient, setting him up for a positive attitude towards the interlocutor, towards his proposals, towards the common cause.

Compliment It is said at the beginning of a conversation, during a meeting, acquaintance, parting, or during a conversation. A compliment is always nice. Only an insincere or overly enthusiastic compliment is dangerous. A compliment can relate to appearance, excellent professional abilities, high morality, communication skills, and contain a general positive assessment:

You look good (excellent, wonderful, excellent, magnificent).

You are so (very) charming (smart, resourceful, reasonable, practical).

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

You run (your) business (business, trade, construction) well (excellent, excellent, excellent).

You know how to lead (manage) people well (excellently) and organize them.

It’s a pleasure (good, excellent) to do business (work, cooperate) with you.

Culture of criticism is necessary so that critical statements do not spoil the relationship with the interlocutor and allow him to explain his mistake. To do this, one should criticize not the personality and qualities of the interlocutor, but specific errors in his work, shortcomings of his proposals, and inaccuracy of conclusions.

To ensure that criticism does not affect the feelings of the interlocutor, it is advisable to formulate comments in the form of reasoning, drawing attention to the discrepancy between the tasks of the work and the results obtained. It is useful to frame critical discussions of work as a joint search for solutions to complex problems.

Criticism of an opponent’s arguments in a dispute should be a comparison of these arguments with those that do not raise doubts among the interlocutor general provisions, reliable facts, experimentally verified conclusions, reliable statistical data.

Criticism of an opponent’s statements should not concern his personal qualities, abilities, or character.

Criticism of joint work by one of its participants should contain constructive proposals, criticism of the same work by an outsider can be reduced to pointing out shortcomings, since the development of solutions is the work of specialists, and assessing the state of affairs and the effectiveness of the organization is the right of any citizen.

Nonverbal communication

When talking to each other, people use gestures and facial expressions along with verbal speech to convey their thoughts, moods, and desires.

The main indicator of the speaker’s feelings is his facial expression, his facial expressions.

In "Private Rhetoric" Prof. N. Koshansky (St. Petersburg, 1840) says: “Nowhere are the feelings of the soul reflected so much as in the facial features and gaze, the noblest part of our body. No science gives fire to the eyes and a lively blush to the cheeks if the cold soul sleeps in the speaker... Body movements speakers are always in secret agreement with the feeling of the soul, with the aspiration of the will, with the expression of the voice."

Facial expressions allow us to better understand our interlocutor and figure out what feelings he is experiencing. Thus, raised eyebrows, wide open eyes, downturned lips, and an open mouth indicate surprise; lowered eyebrows, curved wrinkles on the forehead, narrowed eyes, closed lips, clenched teeth express anger.

Sadness is reflected by knitted eyebrows, dull eyes, slightly lowered corners of the lips, and happiness is reflected by calm eyes and raised outer corners of the lips.

Gestures can also say a lot. Language is learned from childhood, and gestures are learned naturally, and although no one explains their meaning in advance, speakers understand and use them correctly. This is explained by the fact that the gesture is most often used not on its own, but accompanies the word, serves as a kind of support for it, and sometimes clarifies it.

In the Russian language there are many stable expressions that arose on the basis of free phrases naming this or that gesture. Having become phraseological units, they express the human condition, for example, lower your head, turn your head, raise your head, shake your head, the hand does not rise, spread your arms, lower your arms, wave your hand, attach your hand, extend your hand, put your hand on your heart, wag your finger.

It is no coincidence that in various rhetorics, starting from ancient times, special chapters devoted to gestures were allocated. Oratory theorists, in their articles and books about lecturing, addressed Special attention to gestures. So, A.F. Kony in “Advice for Lecturers” writes: “Gestures enliven speech, but they should be used carefully. An expressive gesture (raised hand, clenched fist, sharp and fast movement, etc.) must correspond to the meaning and meaning of a given phrase or individual word (here the gesture acts at the same time as the tone, doubling the power of speech). Too frequent, monotonous, fussy, sharp movements of the hands are unpleasant, boring, boring and irritating."

Mechanical gestures distract the listener’s attention from the content of the speech and interfere with its perception. They are often the result of the speaker’s excitement and indicate his lack of self-confidence.

Gestures that have any useful meaning for communication are divided into rhythmic, emotional, indicative, pictorial and symbolic.

Rhythmic Gestures are associated with the rhythm of speech, they emphasize logical stress, slowing and accelerating speech, the place of pauses, i.e. what intonation conveys in speech itself.

Emotional Gestures convey various shades of feelings, for example, excitement, joy, sadness, annoyance, confusion, confusion.

Pointing gestures are required to distinguish one object from a number of similar ones, to indicate the place where the object is located, to indicate the order of objects. The pointing gesture is recommended to be used in very rare cases when there is an urgent need for it.

Iconic gestures appear in the following cases:

if there are not enough words to fully convey the idea;

if the words themselves are not enough due to the speaker’s increased emotionality, nervousness, lack of composure, uncertainty;

if it is necessary to enhance the impression and further influence the listener.

Fine gestures are used as a visual means of conveying thoughts; they should not replace verbal speech.

Symbolic gestures conventionally designate some typical situations and accompany the corresponding statements:

a gesture of intensity (the hand clenches into a fist) when saying: He is very persistent. How stubborn she is;

gesture of refusal, denial (pushing movements with a hand or two hands, palms forward) along with statements: No, no, please. No no;

gesture of opposition (the hand makes “there” and “here” movements in the air) along with the words: There's no point in going back and forth. One window to the north, the other to the south;

gesture of separation, disassociation (palms open, move apart in different directions): This must be distinguished. These are completely different things. They separated;

gesture of unification, addition, sum (fingers are joined into a pinch or the palms of the hands are joined): They worked well together. They suit each other very well. What if we put this together? Let's join forces.

Ergonomics of the environment as an integral part of speech etiquette

The first thing people notice when they come to a reception, interview, meeting, or business meeting is the external environment of the room in which any issues will be resolved. The results of the conversation and negotiations partly depend on what the office or office looks like.

Competent construction of space requires adherence to a single style in the design of the room: in the planning solution, in decoration, decor, furniture. A properly and tastefully planned office helps create a favorable environment for conversation, which contributes to the establishment of fruitful contact.

This, of course, applies not only to offices. Special requirements apply to other premises. A convenient and aesthetic layout should be in the reception area, in departmental premises, in classrooms, and in document storage areas.

The appearance of any premises must correspond to its functional purpose and give the impression of a reasonably organized business environment. Furniture and its arrangement should be convenient for employees and visitors.

Training assignments

What is speech etiquette?

What moral qualities is speech etiquette based on?

What are the speech formulas for starting communication?

What are the speech formulas for ending communication?

How is distance in communication determined?

What is taboo?

What is the role of compliments in communication?

What norms must be observed when criticizing the ideas of the interlocutor?

What are nonverbal means of communication?

Concept and factors of speech etiquette

Definition 1

Speech etiquette is a stable system of communication that ascribes society rules establishing speech communication to maintain communication in a certain tone in accordance with social statuses, roles and positions, and the surrounding environment.

In a broad sense, speech etiquette performs a regulatory function in the process of communication (for example, communication by age status, youth or professional norms).

In a narrow sense, speech etiquette is a semantic field of the functional type of a polite model of behavior in the following acts of communication: appeal, acquaintance, gratitude, request, apology, etc.

The richness of synonymous rows of units of speech etiquette is due to the coming into contact of different social characteristics communicators in different social interactions.

Factors taken into account in speech etiquette:

Pragmatic, a unit of etiquette in which a speech act takes into account the principle of politeness and cooperation;
Linguistic, differentiates a unit of etiquette as a word, phrase, correctly pronounced from the point of view of language;
The stylistic factor differentiates the forms of communication among the public, generations, partners, etc.;
Culturological, considers speech etiquette as an integral part of folk culture and norms of behavior inherent in a given territorial community.

Rules and requirements of speech etiquette

There are two types of communication rules:

Prohibitory – rules of behavior in a closed communication system (in an organization, in a family, in a team, etc.);
Recommendation – rules of speech communication in open system communications (in society, at cultural events, etc.).

At the same time, requirements, prohibitions and recommendations are formed for the culture of speech behavior.

Speech requirements include:

Correctness and purity of pronunciation in accordance with literary norms language;
Accuracy of speech in terminology and professionalism;
The appropriateness of speech in the choice of tone and style of communication;
Communicativeness and expediency, avoiding rudeness, tactlessness and unclear pronunciation;
Ethics of communication, taking into account the rules of treatment, agreement and praise.

Speech prohibitions to avoid conflict situation and improve communication comfort include:

Ban on tonality (disdain, lisp);
Prohibition of expressions (rude, offensive);
Prohibition on gestures (intimidation, offense);
Prohibition of voice (stuttering, unintelligibility).

Commandments of communication and special cases

The basic commandments of successful and productive communication, the basic provisions of speech etiquette:

Avoid verbosity and speech monotony;
Speak simply, clearly, accessible;
Know why and what to talk about;
Know how to find mutual language with every person;
Politeness is the basis of success in any area of human life;
Know how to listen.

Special cases of application of etiquette rules:

Establishing rapport is associated with treating others ethically and kindly. The main word in this case should be “hello”, “greetings”, “good afternoon/morning/evening”. To attract attention, it is allowed to use phrases: “let me address you,” “excuse me,” etc.
Addressing your opponent. It is now considered more appropriate to address people by name and patronymic, position held. It is not allowed to indicate the personal characteristics of the communicator - his gender, age, faith, etc.;
Completion of the contact should leave a positive impression of the narrator. It is considered important not only to say goodbye politely, but also to leave words of gratitude and a warm atmosphere for further cooperation or dialogue.

SPEECH ETIQUETTE

1. Specifics of Russian speech etiquette

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

Strict adherence to speech etiquette in business communication leaves clients and partners with a favorable impression of the organization and maintains its positive reputation.

The importance of these qualities is reflected in numerous Russian proverbs and sayings that characterize ethical standards of communication. Some proverbs point to the need to listen carefully to your interlocutor: A smart person does not speak, an ignorant person does not allow him to speak. Tongue - one, ear - two, say once, listen twice. Other proverbs point to typical mistakes in constructing a conversation: Answers when not asked. Grandfather talks about chicken, and grandmother talks about duck. You listen, and we will remain silent. A deaf man listens to a mute man speak. Many proverbs warn about the danger of an empty, idle or offensive word: All a person’s troubles come from his tongue. Cows are caught by the horns, people by the tongue. A word is an arrow; if you release it, you will not get it back. What is unspoken can be expressed, what has been said cannot be returned. It's better to understate than to overstate. It buzzes from morning to evening, but there is nothing to listen to.

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

Consideration lies in the ability to anticipate possible questions and wishes of the interlocutor, the willingness to inform him in detail on all topics relevant to the conversation.

Tolerance means being calm about possible differences of opinion and avoiding harsh criticism of the views of your interlocutor. You should respect the opinions of other people and try to understand why they have this or that point of view. Closely related to such a character quality as tolerance is self-control - the ability to calmly respond to unexpected or tactless questions and statements from an interlocutor.

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

2. Technique for implementing label forms

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

Etiquette offers several possible formulas:

Let me get to know you.

I'd like to meet you.

Let's get acquainted.

Let's get to know each other.

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

Let me introduce myself.

My last name is Sergeev.

My name is Valery Pavlovich.

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

Official greeting formulas:

Hello!

Good afternoon

Unofficial greeting formulas:

Hello!

During communication, if there is a reason, people make invitations and express congratulations.

Invitation:

Let me invite you...

Come to the celebration (anniversary, meeting).

We'll be glad to see you.

Congratulation:

Let me congratulate you on...

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

Warm congratulations...

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

Do me a favor...

If it’s not difficult for you (if it’s not difficult for you)…

Please be kind...

May I ask you...

I beg you very much...

Let me draw your attention to...

I would suggest you...

The wording of refusal to fulfill a request may be as follows:

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

It is currently not possible to do this.

Please understand that now is not the time to make such a request.

Sorry, but we (I) cannot fulfill your request.

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

3. Interaction of speech and behavioral etiquette

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

Compliance with etiquette requirements when violating ethical standards is hypocrisy and deception of others. On the other hand, completely ethical behavior that is not accompanied by adherence to the norms of etiquette will inevitably make an unpleasant impression and cause people to doubt the moral qualities of the individual.

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

Firstly, you must treat your interlocutor with respect and kindness. It is prohibited to offend or insult your interlocutor with your speech, or to express disdain. Direct negative assessments of the communication partner’s personality should be avoided; only specific actions can be assessed, while maintaining the necessary tact. Rude words, a cheeky form of speech, an arrogant tone are unacceptable in intelligent communication. And from a practical point of view, such features of speech behavior are inappropriate, because never contribute to achieving the desired result in communication.

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

Secondly, the speaker is instructed to be modest in self-assessments, not to impose his own opinions, and to avoid being too categorical in speech.

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

The norms of communication also determine the behavior of the listener.

First, you need to put other things aside to listen to the person. This rule is especially important for those specialists whose job is to serve clients.

When listening, you must treat the speaker with respect and patience, try to listen carefully and to the end. If you are very busy, it is permissible to ask to wait or reschedule the conversation for another time. In official communication, it is completely unacceptable to interrupt the interlocutor, insert various comments, especially those that sharply characterize the interlocutor’s proposals and requests. Like the speaker, the listener puts his interlocutor at the center of attention and emphasizes his interest in communicating with him. You should also be able to express your agreement or disagreement in a timely manner, answer a question, or ask your own question.

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

An important issue in business letter etiquette is the choice of address. For standard letters on formal or minor occasions, the following address is suitable: Dear sir Petrov! For a letter to a senior manager, a letter of invitation, or any other letter on an important issue, it is advisable to use the word “respected” and call the addressee by name and patronymic.

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

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

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

In business correspondence, there is a tendency to avoid the pronoun I. The first person is expressed by the ending of the verb.

4. Speech distances and taboos

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

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

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

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

the nature of the relationship (you are friendly, “warm”, you are emphatically polite or tense, aloof, “cold”);

equality or inequality of role relationships (by age, position: you are equal and inferior, you are equal and superior).

Thus, the you is related, friendly, informal, intimate, trusting, familiar; You are polite, respectful, formal, aloof.

Depending on the form of address to you or you, there are grammatical forms of verbs, as well as speech formulas for greetings, farewells, congratulations, and expressions of gratitude.

A taboo is a prohibition on the use of certain words due to historical, cultural, ethical, socio-political or emotional factors.

Cultural and ethical taboos exist in every society. It is clear that obscene language and mention of certain physiological phenomena and body parts are prohibited.

Neglect of ethical speech prohibitions is not only a gross violation of etiquette, but also a violation of the law.

Insult, that is, humiliation of the honor and dignity of another person, expressed in an indecent form, is considered by criminal law as a crime (Article 130 of the Criminal Code of the Russian Federation).

5. Compliments. Culture of criticism in verbal communication

An important advantage of a person in communication is the ability to make beautiful and appropriate compliments. When said tactfully and at the right time, a compliment lifts the mood of the recipient, setting him up for a positive attitude towards the interlocutor, towards his proposals, towards the common cause.

A compliment is said at the beginning of a conversation, during a meeting, acquaintance, parting, or during a conversation. A compliment is always nice. Only an insincere or overly enthusiastic compliment is dangerous.

A compliment may refer to appearance, excellent professional abilities, high morality, communication skills, contain an overall positive assessment:

You look good (excellent, wonderful, excellent, magnificent).

You are so (very) charming (smart, resourceful, reasonable, practical).

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

You run (your) business (business, trade, construction) well (excellent, excellent, excellent).

You know how to lead (manage) people well (excellently) and organize them.

It’s a pleasure (good, excellent) to do business (work, cooperate) with you.

A culture of criticism is needed so that critical statements do not spoil the relationship with the interlocutor and allow him to explain his mistake.

To do this, one should criticize not the personality and qualities of the interlocutor, but specific errors in his work, shortcomings of his proposals, and inaccuracy of conclusions.

To ensure that criticism does not affect the feelings of the interlocutor, it is advisable to formulate comments in the form of reasoning, drawing attention to the discrepancy between the tasks of the work and the results obtained. It is useful to frame critical discussions of work as a joint search for solutions to complex problems.

Criticism of an opponent’s arguments in a dispute should be a comparison of these arguments with general provisions that do not raise doubts in the interlocutor, reliable facts, experimentally verified conclusions, and reliable statistical data.

Criticism of an opponent’s statements should not concern his personal qualities, abilities, or character.

Criticism of joint work by one of its participants should contain constructive proposals, criticism of the same work by an outsider can be reduced to pointing out shortcomings, since the development of solutions is the work of specialists, and assessment of the state of affairs and the effectiveness of the organization is the right of any citizen.

6. Nonverbal communication

When talking to each other, people use gestures and facial expressions along with verbal speech to convey their thoughts, moods, and desires.

The language of facial expressions and gestures allows the speaker to more fully express his feelings, shows how much control the participants in the dialogue have over themselves, and how they really relate to each other. The main indicator of the speaker’s feelings is his facial expression, his facial expressions.

In "Private Rhetoric" Prof. N. Koshansky (St. Petersburg, 1840) says: “Nowhere are the feelings of the soul reflected so much as in the facial features and gaze, the noblest part of our body. No science gives fire to the eyes and a lively blush to the cheeks, if a cold soul sleeps in the speaker... The body movements of the speaker are always in secret agreement with the feeling of the soul, with the aspiration of the will, with the expression of the voice."

Facial expressions allow us to better understand our interlocutor and figure out what feelings he is experiencing. Thus, raised eyebrows, wide open eyes, downturned lips, and a slightly open mouth indicate surprise; lowered eyebrows, curved wrinkles on the forehead, narrowed eyes, closed lips, clenched teeth express anger.

Sadness is reflected by knitted eyebrows, dull eyes, slightly lowered corners of the lips, and happiness is reflected by calm eyes and raised outer corners of the lips.

Gestures can also say a lot. Language is learned from childhood, and gestures are acquired naturally, and although no one explains their meaning in advance, speakers understand and use them correctly. This is explained by the fact that the gesture is most often used not on its own, but accompanies the word, serves as a kind of support for it, and sometimes clarifies it.

In the Russian language there are many stable expressions that arose on the basis of free phrases naming this or that gesture. Having become phraseological units, they express the state of a person, for example, lower your head, turn your head, raise your head, shake your head, the hand does not rise, spread your arms, lower your arms, wave your hand, put your hand, extend your hand, put your hand on your heart, wag your finger.

It is no coincidence that in various rhetorics, starting from ancient times, there were special chapters devoted to gestures. Oratory theorists, in their articles and books on lecturing, paid special attention to gestures. Thus, A.F. Koni writes in “Advice for Lecturers”: “Gestures enliven speech, but they should be used carefully. An expressive gesture (raised hand, clenched fist, sharp and fast movement, etc.) must correspond to the meaning and meaning of the given a phrase or a single word (here the gesture acts together with the tone, doubling the power of speech). Too frequent, monotonous, fussy, sharp movements of the hands are unpleasant, boring, annoying and irritating."

Mechanical gestures distract the listener’s attention from the content of speech and interfere with its perception. They are often the result of the speaker’s excitement and indicate his lack of self-confidence.

Gestures that have any useful meaning for communication are divided into rhythmic, emotional, indicative, pictorial and symbolic.

Rhythmic gestures are associated with the rhythm of speech; they emphasize logical stress, slowing and accelerating speech, the place of pauses, i.e. what intonation conveys in speech itself.

Emotional gestures convey various shades of feelings, for example, excitement, joy, sadness, annoyance, confusion, confusion.

Pointing gestures are required to distinguish one object from a number of similar ones, to indicate the place where the object is located, to indicate the order of objects. The pointing gesture is recommended to be used in very rare cases when there is an urgent need for it.

Figurative gestures appear in the following cases:

if there are not enough words to fully convey the idea;

if the words themselves are not enough due to the speaker’s increased emotionality, nervousness, lack of composure, uncertainty;

if it is necessary to enhance the impression and further influence the listener.

Fine gestures are used as a visual means of conveying thoughts; they should not replace verbal speech.

Symbolic gestures conventionally designate some typical situations and accompany the corresponding statements:

a gesture of intensity (the hand clenches into a fist) with the words: He is very persistent. How stubborn she is.

a gesture of refusal, denial (pushing movements with a hand or two hands, palms forward) along with the statements: No, no, please. No no.

a gesture of opposition (the hand makes “here” and “here” movements in the air) along with the words: There is no point in going here and there. One window faces north, the other faces south.

gesture of separation, disassociation (palms open, move apart in different directions): This must be distinguished. These are completely different things. They separated.

gesture of unification, addition, sum (fingers join into a pinch or the palms of the hands join): They worked well together. They suit each other very well. What if we put this together? Let's join forces.

7. Ergonomics of the environment as an integral part of speech etiquette

The first thing people notice when they come to an appointment, interview, meeting, or business meeting is the external environment of the room in which any issues will be resolved. The results of the conversation and negotiations partly depend on what the office looks like.

Competent construction of space requires adherence to a single style in the design of the room: in the planning solution, in decoration, decor, furniture.

A properly and tastefully planned office helps create a favorable environment for conversation, which contributes to the establishment of fruitful contact.

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