Word etiquette French in origin (etiquette); initially it meant a product tag, a label, and then it began to be called a court ceremony. It is in this meaning, 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 is used to denote a set of accepted rules that determine the order of any activity regulation and phrase diplomatic protocol.
It is becoming increasingly widespread in business circles, especially recently. Business Etiquette , reflecting the experience, moral ideas and tastes of certain social groups. Business etiquette involves observing norms of communication behavior. Since communication is a human activity, a process in which he participates, when communicating, the features of speech etiquette.
Under speech etiquette the developed rules are understood speech behavior, a system of speech communication formulas. The degree of proficiency in speech etiquette determines the degree of professional suitability of a person. This primarily applies to civil servants, politicians, engineers, teachers, lawyers, doctors, managers, entrepreneurs, journalists, service workers, i.e. to those who, in their activities, constantly communicate with people. Mastery of speech etiquette contributes to the acquisition of etiquette and generates trust and respect.
Speech etiquette has national specifics . Each nation has created its own system of rules of speech behavior. For example, V. Ovchinnikov in his book “Cherry Branch” describes the uniqueness of Japanese etiquette this way: “In conversations, people in every possible way avoid the words “no,” “I can’t,” “I don’t know,” as if these were some kind of curse words, something that cannot be cannot be expressed directly, but only allegorically, indirectly. Even when refusing a second cup of tea, the guest, instead of “no, thank you,” uses an expression that literally means “I’m already fine.” If a Tokyo acquaintance says: “Before answering your proposal, I need to consult with my wife," then you don’t need to think that this is a champion of women’s equality. This is just one way to avoid saying the word “no.” For example, you call a Japanese man and say that you would like to meet him at six in the evening at press club. If he starts asking again in response: “Oh, at six? Oh, at the press club?” and utter some meaningless sounds, you must immediately say: “However, if this is inconvenient for you, you can talk at another time and in another place.” And here the interlocutor, instead of “no,” will happily say “yes” and will grab the first offer that suits him."
I. Ehrenburg testifies to some of the peculiarities of the speech of the French and the French language: “In speeches, speakers love to flaunt phrases taken from the authors of the 18th century, and a letter concerning the next stock exchange transaction, the broker ends, like his grandfather, with the obligatory formula: “You are welcome, dear sir.” , accept the assurances of my deep respect for you." ...The French love specificity, accuracy, clarity. This is best demonstrated by language... In French you cannot say “she grinned in response” or “he then waved his hand”: it is necessary to explain how she grinned - angrily, sadly, mockingly or, perhaps, good-naturedly; why he waved his hand - out of annoyance, out of chagrin, out of indifference? French was called diplomatic for a long time, and its use probably made the work of diplomats more difficult: in French it is difficult to disguise a thought, it is difficult to speak without finishing." (I. Ehrenburg. India. Japan. Greece).
The differences between the speech etiquettes of different nations are examined in particular detail in the reference books under common name"Speech etiquette". For example, in the reference book “Russian-English Correspondences”, compiled by N. I. Formanovskaya and S. V. Shvedova (M., 1990), this is how the uniqueness of the English language in the use of forms of address is explained - You And You: "IN English language, unlike Russian, there is no formal distinction between forms You And You. The entire range of meanings of these forms is contained in the pronoun you. Pronoun thou, which in theory would correspond to Russian You, fell out of use in the 17th century, surviving only in poetry and the Bible. All registers of contacts, from emphatically official to rudely familiar, are conveyed by other means of language - intonation, choice of appropriate words and constructions. The peculiarity of the Russian language is precisely the presence of two pronouns in it You And You, which can be perceived as second person forms singular. The choice of one form or another depends on the social status of the interlocutors, the nature of their relationships, and the official-unofficial environment."
Communication starts with acquaintance . Moreover, it can occur directly or indirectly. According to the rules of good manners, it is not customary to enter into a conversation with stranger and introduce yourself. However, there are times when this needs to be done. Etiquette prescribes the following formulas: - Let me get to know you. - I would like to meet you (you). - Let me get to know you. - Let me introduce you. - Let's get acquainted. - Let's get acquainted. - It would be nice to meet you.
When visiting an institution, office, office, when you have a conversation with an official and you need to introduce yourself to him, the following formulas are used: - Allow me to introduce myself. – My last name is Kolesnikov. - I'm Pavlov. – My name is Yuri Vladimirovich. - Nikolai Kolesnikov. - Anastasia Igorevna. If the visitor does not identify himself, then the official himself asks: – What is your (your) last name? – What is your (your) name, patronymic? – What is your (your) name? – What is your (your) name?
Business cards are often used when meeting people. A business card will be presented during the presentation. The person being introduced must take it and read it out loud, and then during the conversation, if it takes place in an office, keep the business card on the table in front of him in order to correctly name the interlocutor.
Etiquette also determines the norm of behavior. It is customary to introduce a man to a woman, a younger person to an older one, and an employee to the boss.
Official and informal meetings of acquaintances, and sometimes strangers start with greetings . In Russian the main greeting is Hello. It goes back to the Old Slavonic verb hello, which means “to be sound”, i.e. healthy. Verb hello in ancient times it also meant “to greet” (cf.: greet). Therefore, at the heart of this greeting is a wish for health. First time greeting Hello found in “Letters and papers of Peter the Great 1688–1701.” Along with this form, a common greeting indicating the time of the meeting is: – Good morning! - Good afternoon! - Good evening! In addition to commonly used greetings, there are greetings that emphasize the joy of meeting, respectful attitude, and the desire to communicate: - (Very) glad to see (welcome) you! - Let me (let me) greet 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, the man must wait until the woman extends her hand to shake, otherwise he only makes a slight bow. The nonverbal equivalent of a greeting when those meeting are distant from each other is a bow of the head; for men - a hat slightly raised above the head.
Speech etiquette of greetings also includes the nature of behavior, i.e. order of greetings. The first to greet is the man and the woman; – younger (younger) in age – older (elder); – a younger woman – a man who is much older than her; – junior in position – senior; - a member of the delegation - its leader (regardless - one’s own delegation or a foreign one).
The initial formulas of communication are opposed to the formulas used at the end of communication. These are the formulas separation, cessation of communication . They express a wish: All the best to you! Goodbye! – hope for a new meeting: See you this evening (tomorrow, Saturday). I hope we won't be apart for long. I hope to see you soon; – doubt about the possibility of meeting again; the separation will be long: Farewell! It is unlikely that we will be able to meet again. Don't remember it badly.
After the greeting it usually starts business conversation. Speech etiquette provides for several principles that are determined by the situation.
Three situations are most typical: 1) solemn; 2) mournful; 3) working, business. The first includes public holidays, anniversaries of the enterprise and employees; receiving awards; opening an office, store; presentation; conclusion of an agreement, contract, etc. For any special occasion or significant event, invitations and congratulations follow. Depending on the situation (official, semi-official, informal), invitations and greeting cliches change.
Invitation: - Let me (permit) invite you... - Come to the holiday (anniversary, meeting...), we will be glad (to meet you). - I invite you (you)... If it is necessary to express uncertainty about the appropriateness of the invitation or uncertainty about the acceptance of the invitation by the addressee, then it is expressed by an interrogative sentence: – I can (can, can’t, can, can’t) invite you...
Congratulation: - Allow me (allow me) to congratulate you on... - Please accept my (most) heartfelt (warm, ardent, sincere) congratulations... - On behalf of (on behalf of) ... congratulations... - From (all) my heart ( with all my heart) congratulations... - Heartily (warmly) congratulations...
A sad situation is associated with death, death, natural disaster and other events that bring misfortune and grief. In this case, condolences are expressed. It should not be dry, official. Formulas condolences , as a rule, are stylistically elevated and emotionally charged: - Allow me (allow me) to express (to you) my deep (sincere) condolences. – I bring (to you) my (accept mine, please accept my) deep (sincere) condolences. – I sincerely (deeply, heartily, with all my heart) condolences to you. - I grieve with you. – I share (understand) your sadness (your grief, misfortune). The most emotional expressions: - What a (great, irreparable, terrible) grief (misfortune) has befallen you! – What a great (irreparable, terrible) loss befell you! - What grief (misfortune) befell you.
In a tragic, sorrowful or unpleasant situation, people need sympathy and consolation. Etiquette formulas of sympathy and consolation are designed for different occasions and have different purposes. Comfort expresses empathy: - (How) I sympathize with you! - (How) I understand you! Consolation is accompanied by assurance of a successful outcome: - I (so) sympathize with you, but believe me (but I’m so sure) that everything will end well! – Don’t fall into despair (don’t lose heart). Everything will (still) change (for the better). - Everything will be OK! – All this will change (it will work out, it will pass)! Consolation is accompanied by advice: – You don’t (need) (so) worry (worry, get upset, upset, worry, suffer). – You must not lose your composure (head, restraint). – You need (need) to calm down (control yourself, pull yourself together). – You have to hope for the best (get it out of your head).
The listed beginnings (invitation, congratulations, condolences, consolation, expression of sympathy) do not always turn into business communication, sometimes the conversation ends with them.
In everyday business settings (business, work situations), speech etiquette formulas are also used.
Gratitude: – Allow me (allow me) to express (great, great) gratitude to Nikolai Petrovich Bystrov for the excellent (excellent) organized exhibition. – The company (directorate, administration) expresses gratitude to all employees ( teaching staff) for... - I must express (my) gratitude to the head of the supply department for... - Let me (let me) express great (huge) gratitude... For the provision of any service, for help, an important message, a gift, it is customary to thank with words : - I am grateful to you for... - (Big, huge) thank you (you) for... - (I am) very (so) grateful to you! The emotionality and expressiveness of expressing gratitude is enhanced if you say: – There are no words to express (my) gratitude to you! – I am so grateful to you that it is difficult for me to find words! “You can’t imagine how grateful I am to you!” – My gratitude has no (knows) no boundaries!
Note, warning: - The company (directorate, board, editorial office) is forced to make a (serious) warning (remark)... - To (great) regret (chagrin), I must (force) to make a remark (condemn)...
Often people, especially those in power, consider it necessary to express their proposals and advice in a categorical form: - All (you) are obliged (must)... - You should definitely do this... - I categorically (persistently) advise (suggest) to do... Advice and suggestions expressed in this form are similar to orders or instructions and do not always give rise to a desire to follow them, especially if the conversation takes place between colleagues of the same rank.
Inducement to action by advice or suggestion can be expressed in a delicate, polite or neutral form: - Let me (let me) give you advice (advise you)... - Let me offer you... - (I) want (I would like, I want) to advise (offer) you... - I would advise (would suggest) ) to you... – I advise (suggest) you...
Handling request should be delicate, extremely polite, but without excessive ingratiation: - Do me a favor, fulfill (my) request... - If it’s not difficult for you (it won’t be difficult for you)... - Don’t consider it difficult, please take... - (Can’t) I ask you... - (Please), (I beg you) allow me... The request can be expressed with some categoricalness: – I urgently (convincingly, very) ask you (you)...
Consent, permission is formulated as follows: - (Now, immediately) will be done (completed). – Please (I allow, I don’t object). - I agree to let you go. - I agree, do (do) as you think.
At refusal expressions used: – (I) cannot (unable, unable) to help (allow, assist). - (I) cannot (unable, unable) to fulfill your request. – At present, this (to do) is impossible. - Understand, now is not the time to ask (make such a request). - Sorry, but we (I) cannot (can) fulfill your request. – I am forced to prohibit (refuse, not allow).
Among business people of any rank, it is customary to resolve issues that are especially important to them in a semi-official setting. For this purpose, hunting, fishing, outings are organized, followed by an invitation to a dacha, a restaurant, a sauna. Speech etiquette also changes in accordance with the situation; it becomes less formal and acquires a relaxed, emotionally expressive character. But even in such an environment, subordination is observed, a familiar tone of expression, or speech “looseness” is not allowed.
An important component of speech etiquette is compliment . Said tactfully and in time, it lifts the mood of the addressee, sets him up for positive attitude to your opponent. A compliment is said at the beginning of a conversation, during a meeting, acquaintance, or during a conversation, when parting. A compliment is always nice. Only an insincere compliment, a compliment for the sake of a compliment, an overly enthusiastic compliment are dangerous. The compliment refers to appearance, testifies to the excellent professional abilities of the addressee, his high morality, gives an overall positive assessment: – You look good (excellent, wonderful, excellent, magnificent, young). – You don’t change (you haven’t changed, you don’t grow old). - Time spares you (does not take you). – You are (so, very) charming (smart, quick-witted, resourceful, reasonable, practical). – You are a good (excellent, excellent, excellent) specialist (economist, manager, entrepreneur, partner). – You run (your) business (business, trade, construction) well (excellent, excellent, excellent). – You know how to lead (manage) people well (excellently), organize them. – It’s a pleasure (good, excellent) to do business (work, cooperate) with you.
Related information.
Any communication is based on the use of certain rules that help it (communication) acquire the color of literacy, coherence, culture and intelligence. These rules also include speech etiquette with its various formulas.
There are predefined words, phrases or expressions that are constantly used in conversation. These kinds of “blanks” are called speech etiquette formulas. Regardless of the status of the interlocutor (boss or neighbor) and the duration of the conversation (just to find out directions or chat for an hour), the conversation consists of three parts:
- Starting a conversation (greeting/introduction). A banal beginning is followed by a primitive conversation, and on the contrary, an interesting beginning presupposes an interesting conversation. Which formulas (phrases) you choose for greetings depend on the interlocutor (his gender, age, status) and the situation. Speech etiquette does not strictly regulate greetings or introductions. In this case, examples of speech etiquette are quite varied. When meeting, you can focus on the emotional side: “Hello, how glad I am to see you!”, or you can say hello quite restrainedly and politely – a simple “Good afternoon/evening!” The greeting should be adequate to the situation; in the evening no one says “Good morning.” The appropriate greeting should be used depending on the gender or social status of the interlocutor. The most universal greeting is the neutral expression “Hello!” or “Greetings!” This is a polite and democratic form of greeting, suitable for everyone.
- The main part (the very essence of the conversation). To gain a reputation as a good conversationalist, stick to the golden rule. It consists in a clear presentation of the topic: “He who thinks clearly, speaks clearly.” Which speech etiquette formulas you use depends on the goals of this conversation (request, offer, notification, order...).
- The final part of the conversation (farewell). When saying goodbye, according to the rules of speech etiquette, you can either simply say goodbye or agree on the next meeting. When saying goodbye, a wish of health or “All the best” works great. But to say “We’ll call you!” It’s not worth it if the interlocutors are more than sure that this will not happen. In this case, it would be better to just say “Goodbye.”
Specifics of speech etiquette formulas
Forms of speech etiquette include words or phrases that are used by people in communication, taking into account a specific situation and national characteristics. It is known that each country has its own etiquette of communication, behavior and general lifestyle. Therefore, if you are planning a trip, it is worth getting at least a little acquainted with the culture of the country you are going to visit. Greeting, farewell, request, invitation, as well as other forms of speech etiquette, have many options. For example, when meeting a friend, you can easily say “Hello!”, but with a stranger you should not allow familiarity.
Russian speech etiquette has specific communication formulas, since great importance and the Russians have influence national traditions And cultural heritage. For example, Russians shake hands when greeting each other (but the French usually kiss on the cheek). Also, among Russians it is not customary to speak about someone present in the third person (he, she) - this is considered bad form, and sometimes even an insult. There are few personal pronouns in our language, but their importance in Russian speech etiquette is very great. The choice between “you” or “you” is critical. Have you ever heard corrections like: “Address me as “You!”, or “Don’t “pok” me, please!”? With this remark, the interlocutor expresses dissatisfaction with the disrespectful attitude towards him. It is customary to address people using “you” to a loved one, in an informal setting or when communication is familiar. But “You” is ideal in a formal setting, with strangers, with those older than you, when addressing the opposite sex. “You” is the simplest, easiest and, perhaps, the most effective method demonstrations of respect.
Examples of speech etiquette formulas
Let's look at some examples of well-known forms of speech etiquette. For example, speech etiquette of requests. A request, as a form of appeal, has its own requirements. It must be clearly stated in a sensitive and affirmative manner. For example: “It won’t be difficult for you to help me...”, “Do me a favor,...”, “I want to ask you about...”. Remember that it is you who are asking the other person, not him asking you. If you want to get a response to your request, state it as politely but confidently as possible. Believe me, the answer to a request voiced in a simple accessible form will not keep you waiting.
In conclusion, I would like to say that speech etiquette in our country is simply replete with a variety of words. There is only one rule - you need to clearly understand where, how and under what circumstances certain words can be used. There is a proverb: “Keep silent and you will pass for smart.” If you are not completely sure of the correct use of certain words or phrases (especially in other countries), it is better to use generally accepted, frequently used universal phrases. This way you will always be on top.
We live in a beautiful country, among educated and smart people. To feel like you belong among them, you need to study the culture of communication and rules of behavior. Well, it’s clear in society, but do we need to apply the rules of speech etiquette, say, at home? You know, yes! Even doubly so! Being a literate, cultured, highly educated person is a way of life, and not a mask to be worn for a couple of hours.
The concept of speech etiquette
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 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.
Speech etiquette is a system of requirements (rules, norms) that explain to us how to establish, maintain and break contact with another person in a certain situation. The norms of speech etiquette are very diverse; each country has its own peculiarities of communication culture.
It may seem strange why you need to develop special rules of communication and then stick to them or break them. And yet, speech etiquette is closely related to the practice of communication; its elements are present in every conversation. Following the rules of speech etiquette will help you express your thoughts and quickly achieve mutual understanding with your interlocutor or audience.
Mastering Etiquette verbal communication requires acquiring knowledge in the field of various humanitarian disciplines: linguistics, psychology, cultural history and many others. To more successfully master communication culture skills, use the concept of the speech etiquette formula.
Some frequently used formulas of speech etiquette are learned at an early age, when parents teach their child to greet, thank, and ask for forgiveness. With age, a person learns the subtleties of speech etiquette. The ability to correctly assess a situation, start and maintain a conversation with a stranger, and competently express one’s thoughts distinguishes a person high culture, educated and intelligent.
Speech etiquette formulas are certain words, phrases and fixed expressions used for three stages of conversation:
- starting a conversation (greeting/introduction)
- main part
- final part of the conversation
Starting a conversation and ending it
Any conversation, as a rule, begins with a greeting; it can be verbal (speech) and non-verbal (non-verbal, for example, a handshake, a hug). The order of greeting also matters: the youngest greets the elder first, the man greets the woman, the young girl greets the adult man, the junior greets the elder. Let us present in the table the main forms of greeting the interlocutor:
At the end of the conversation, formulas for ending communication and parting are used. These formulas are expressed in the form of wishes (all the best, all the best, goodbye), hopes for further meetings (see you tomorrow, I hope to see you soon), or doubts about further meetings (goodbye, farewell).
Main part of the conversation
Following the greeting, a conversation begins. Speech etiquette provides for three main types of speech situations in which different speech formulas communication, among them solemn and business situations occupy an important place. The first phrases spoken after the greeting are called the beginning of the conversation. There are often situations when the main part of the conversation consists only of the beginning and the ending of the conversation that follows.
speech etiquette formulas - stable expressions
Solemn atmosphere, approaching important event involve the use of speech patterns in the form of an invitation or congratulations. The situation can be either official or informal, and the situation determines what formulas of speech etiquette will be used in the conversation.
In everyday life, the work environment also requires the use of speech etiquette formulas. Brilliant or, conversely, improper performance of assigned tasks can become a reason for gratitude or censure. When carrying out orders, an employee may need advice, for which it will be necessary to make a request to a colleague. There is also a need to approve someone else’s proposal, give permission for implementation or a reasoned refusal.
The request must be extremely polite in form (but without ingratiation) and understandable to the addressee; the request must be made delicately. When making a request, it is desirable to avoid negative form, use affirmative. Advice should be given uncategorically; giving advice will be an incentive to action if it is given in a neutral, delicate form.
For fulfilling a request, providing a service, helpful advice It is customary to express gratitude to your interlocutor. Also an important element in speech etiquette is a compliment. It can be used at the beginning, middle and end of a conversation. Tactful and timely, it lifts the mood of the interlocutor and encourages a more open conversation. A compliment is useful and pleasant, but only if it is a sincere compliment, said with a natural emotional overtones.
Speech etiquette situations
The concept of situation plays a key role in the culture of speech etiquette. Indeed, depending on the situation, our conversation can change significantly. In this case, communication situations can be characterized by a variety of circumstances, for example:
- personalities of the interlocutors
- place
- time
- motive
Personalities of the interlocutors. Speech etiquette is focused primarily on the addressee - the person being addressed, but the personality of the speaker is also taken into account. Taking into account the personality of the interlocutors is implemented on the principle of two forms of address - “You” and “You”. The first form indicates the informal nature of communication, the second - respect and greater formality in the conversation.
A place of communication. Communication in a certain place may require the participant to have specific rules of speech etiquette established for that place. Such places can be: a business meeting, a social dinner, a theater, a youth party, a restroom, etc.
In the same way, depending on the topic of conversation, time, motive or purpose of communication, we use different conversational techniques. The topic of conversation can be joyful or sad events; the time of communication can be conducive to being brief or to an extensive conversation. Motives and goals are manifested in the need to show respect, express a friendly attitude or gratitude to the interlocutor, make an offer, ask for a request or advice.
Any national speech etiquette makes certain demands on representatives of its culture and has its own characteristics. The very appearance of the concept of speech etiquette is associated with an ancient period in the history of languages, when each word was given a special meaning, and faith in the effect of the word on the surrounding reality was strong. And the emergence of certain norms of speech etiquette is due to the desire of people to bring about certain events.
But the speech etiquette of different nations is also characterized by some common features, with the difference only in the forms of implementation of speech norms of etiquette. Each cultural and linguistic group has formulas for greeting and farewell, and respectful addresses to elders in age or position. In a closed society, a representative of a foreign culture, who is not familiar with the peculiarities of national speech etiquette, appears to be an uneducated, poorly brought up person. In a more open society, people are prepared for differences in the speech etiquette of different nations; in such a society, imitation of a foreign culture of speech communication is often practiced.
The basis of speech etiquette is speech formulas, the nature of which depends on the characteristics of communication.
Any act of communication has a beginning, a main part and a final part. In this regard, speech etiquette formulas are divided into three main groups: 1) speech formulas related to the beginning of communication; 2) speech formulas used at the end of communication; 3) speech formulas characteristic of the main part of communication. Let's look at what each group is.
1. Start of communication. If the addressee is unfamiliar to the subject of speech, then communication begins with acquaintance. Moreover, it can occur directly or indirectly. According to the rules of good manners, it is not customary to enter into a conversation with a stranger and introduce yourself. However, there are times when this needs to be done. Etiquette prescribes the following formulas:
– Let me get to know you (you).
- I would like to meet you (you).
- Let me get to know you.
- Let's get acquainted.
When visiting an institution, office, office, when you have a conversation with an official and you need to introduce yourself to him, the following formulas are used:
– Let me introduce myself.
– My last name is Kolesnikov.
- Anastasia Igorevna.
Official and informal meetings of acquaintances, and sometimes strangers, begin with greetings. In Russian the main greeting is Hello. It goes back to the Old Slavonic verb hello, which means “to be sound”, i.e. healthy. Along with this form, a common greeting indicating the time of the meeting is: Good morning!; Good afternoon!; Good evening!
In addition to commonly used greetings, there are greetings that emphasize the joy of meeting, respectful attitude, and the desire to communicate: (I am very glad to see you!; Welcome!; My regards.
2. End of communication. When the conversation ends, the interlocutors use formulas separation, termination communication. They express a wish (All the best to you! Goodbye!); hope for a new meeting (Until the evening (tomorrow, Saturday). I hope we will not be apart for long. I hope to see you soon); doubt about the possibility of meeting again (Farewell! It’s unlikely that we’ll be able to meet again. Don’t remember it badly).
3. After the greeting, a business conversation usually begins. Speech etiquette provides for several principles that are determined by the situation. Three situations are most typical: 1) solemn; 2) mournful; 3) working, business.
The first includes public holidays, anniversaries of the enterprise and employees; receiving awards; opening an office, store; presentation; conclusion of an agreement, contract, etc.
For any special occasion or significant event, invitations and congratulations follow. Depending on the situation (official, semi-official, informal), invitations and greeting cliches change.
Invitation:Let me (let me) invite you...;
Come to the celebration (anniversary, meeting...), we will be glad to see you,”
Congratulation:Please accept my (most) heartfelt (warm, ardent, sincere) congratulations...; On behalf of (on behalf of)… congratulations…; Heartily (warmly) congratulations...
A sad situation is associated with death, death, murder and other events that bring misfortune and grief.
In this case it is expressed condolences. It should not be dry, official. Formulas of condolences, as a rule, are stylistically elevated and emotionally charged: Allow me (allow me) to express (to you) my deep (sincere) condolences. I offer (you) my (accept mine, please accept my) deep (sincere) condolences. I share (understand) your sadness (your grief, misfortune).
The listed beginnings (invitation, congratulations, condolences, expressions of sympathy) do not always turn into business communication, sometimes the conversation ends with them.
In everyday business settings (business, work situations), speech etiquette formulas are also used. For example, when summing up the results of work, when determining the results of selling goods or participating in exhibitions, when organizing various events, meetings, the need arises to thank someone or, conversely, to reprimand or make a remark. At any job, in any organization, someone may have the need to give advice, make a proposal, make a request, express consent, allow, prohibit, or refuse someone.
Here are the speech cliches that are used in these situations.
Expression of gratitude:Let me (let me) express my (great, great) gratitude to Nikolai Petrovich Bystrov for the excellent (excellent) organized exhibition; The company (directorate, administration) expresses gratitude to all employees for…
Note, warning:The company (directorate, board, editorial office) is forced to issue a (serious) warning (remark)…; To (great) regret (chagrin), I must (force) make a remark (condemn) ...
Often people, especially those in power, consider it necessary to express their suggestions, advice in a categorical manner; All (you) are obliged (must)...; I strongly (persistently) advise (suggest) to do...
Advice and suggestions expressed in this form are similar to orders or instructions and do not always give rise to a desire to follow them, especially if the conversation takes place between colleagues of the same rank.
Handling request should be delicate, extremely polite, but without excessive ingratiation: Do me a favor, fulfill (my) request...; Don’t consider it a labor, please take it...
Consent, permission is formulated as follows:
– (Now, immediately) will be done (completed).
- I agree, do (do) as you think.
In case of failure expressions used:
– (I) cannot (unable, unable) to help (allow, assist).
- Sorry, but we (I) cannot (can) fulfill your request.
– I am forced to prohibit (refuse, not allow).
An important component of speech etiquette is compliment. Said tactfully and at the right time, it lifts the mood of the recipient and sets him up for a positive attitude towards his opponent. A compliment is said at the beginning of a conversation, during a meeting, acquaintance, or during a conversation, when parting. A compliment is always nice. Only an insincere compliment, a compliment for the sake of a compliment, an overly enthusiastic compliment are dangerous.
The compliment refers to appearance, indicates the recipient’s excellent professional abilities, his high morality, and gives an overall positive assessment:
– You look good (excellent, wonderful, excellent, magnificent, young).
– You are (so, very) charming (smart, quick-witted, resourceful, reasonable, practical).
– You are a good (excellent, wonderful, excellent specialist (economist, manager, entrepreneur, partner).
- WITH It’s a pleasure (good, excellent) to do business with you (work, cooperate).
The basis of speech etiquette is speech formulas, the nature of which depends on the characteristics of communication.
Any act of communication has a beginning, a main part and a final part. In this regard, speech etiquette formulas are divided into three main groups: 1) speech formulas related to the beginning of communication; 2) speech formulas used at the end of communication; 3) speech formulas characteristic of the main part of communication.
1. Start of communication. If the addressee is unfamiliar to the subject of speech, then communication begins with acquaintance. Moreover, it can occur directly or indirectly. According to the rules of good manners, it is not customary to enter into a conversation with a stranger and introduce yourself. However, there are times when this needs to be done. Etiquette prescribes the following formulas:
– Let me get to know you (you).
- I would like to meet you (you).
- Let me get to know you.
- Let's get acquainted.
When visiting an institution, office, office, when you have a conversation with an official and you need to introduce yourself to him, the following formulas are used:
– Let me introduce myself.
– My last name is Kolesnikov.
- Anastasia Igorevna.
Official and informal meetings of acquaintances, and sometimes strangers, begin with a greeting. In Russian the main thing is greetings – Hello. Along with this form, a common greeting indicating the time of the meeting is: Good morning!; Good afternoon!; Good evening! In addition to commonly used greetings, there are greetings that emphasize the joy of meeting, respectful attitude, and the desire to communicate: (I am very glad to see you!; Welcome!; My regards.
2.End of communication. When the conversation ends, the interlocutors use formulas for parting and stopping communication. They express a wish (All the best to you! Goodbye!); hope for a new meeting (Until the evening (tomorrow, Saturday). I hope we will not be apart for long. I hope to see you soon); doubt about the possibility of meeting again (Farewell! It’s unlikely that we’ll be able to meet again. Don’t remember it badly).
3. After the greeting, a business conversation usually begins. Speech etiquette includes several beginnings, which are determined by the situation. Three situations are most typical: 1) solemn; 2) mournful; 3) working, business.
The first includes public holidays, anniversaries of the enterprise and employees; receiving awards; opening an office, store; presentation; conclusion of an agreement, contract, etc.
For any special occasion or significant event, invitations and congratulations follow. Depending on the situation (official, semi-official, informal), invitations and greeting cliches change.
Invitation: Let me (let me) invite you...;
Come to the celebration (anniversary, meeting...), we will be glad to see you,”
Congratulation: Please accept my (most) heartfelt (warm, ardent, sincere) congratulations...; On behalf of (on behalf of)… congratulations…; Heartily (warmly) congratulations...
A sad situation is associated with death, death, murder and other events that bring misfortune and grief. In this case, condolences are expressed. It should not be dry, official. Formulas condolences, as a rule, are stylistically elevated and emotionally charged: Allow me (allow me) to express (to you) my deep (sincere) condolences. I offer (you) my (accept mine, please accept my) deep (sincere) condolences. I share (understand) your sadness (your grief, misfortune).
The listed beginnings (invitation, congratulations, condolences, expressions of sympathy) do not always turn into business communication, sometimes the conversation ends with them.
In everyday business settings (business, work situations), speech etiquette formulas are also used. For example, when summing up the results of work, when determining the results of selling goods or participating in exhibitions, when organizing various events, meetings, the need arises to thank someone or, conversely, to reprimand or make a remark. At any job, in any organization, someone may have the need to give advice, make a proposal, make a request, express consent, allow, prohibit, or refuse someone.
Let's give speech clichés, which are used in these situations.
Expression of gratitude: Let me (let me) express my (great, great) gratitude to Nikolai Petrovich Bystrov for the excellent (excellent) organized exhibition; The company (directorate, administration) expresses gratitude to all employees for…
Note, warning: The company (directorate, board, editorial office) is forced to issue a (serious) warning (remark)…; To (great) regret (chagrin), I must (force) make a remark (condemn) ...
Often people, especially those endowed with power, consider it necessary to express their proposals and advice in a categorical form; All (you) are obliged (must)...; I strongly (persistently) advise (suggest) to do...
Advice and suggestions expressed in this form are similar to orders or instructions and do not always give rise to a desire to follow them, especially if the conversation takes place between colleagues of the same rank.
Making a request should be delicate, extremely polite, but without excessive ingratiation: Do me a favor, fulfill (my) request...; Don’t consider it a labor, please take it...
Consent and permission are formulated as follows:
– (Now, immediately) will be done (completed).
- I agree, do (do) as you think.
When refusing, the following expressions are used:
– (I) cannot (unable, unable) to help (allow, assist).
- Sorry, but we (I) cannot (can) fulfill your request.
– I am forced to prohibit (refuse, not allow).
An important component of speech etiquette is compliment. Said tactfully and at the right time, it lifts the mood of the recipient and sets him up for a positive attitude towards his opponent. A compliment is said at the beginning of a conversation, during a meeting, acquaintance, or during a conversation, when parting. A compliment is always nice. Only an insincere compliment, a compliment for the sake of a compliment, an overly enthusiastic compliment are dangerous.
The compliment refers to appearance, indicates the recipient’s excellent professional abilities, his high morality, and gives an overall positive assessment:
– You look good (excellent, wonderful, excellent, magnificent, young).
– You are (so, very) charming (smart, quick-witted, resourceful, reasonable, practical).
– You are a good (excellent, wonderful, excellent specialist (economist, manager, entrepreneur, partner).
- WITH It’s a pleasure (good, excellent) to do business with you (work, cooperate).
You-and-you-communication
As noted above, speech etiquette is nationally specific. For example, a feature of the Russian language is the presence of two pronouns in it - You And You, which can be perceived as second person singular forms. The choice of one form or another depends on the social status of the interlocutors, the nature of their relationship, and the official/informal environment.
According to customary etiquette in Russia, the pronoun You should be used: 1) when addressing an unfamiliar addressee; 2) in an official communication setting; 3) with an emphatically polite, restrained attitude towards the addressee; 4) to an older (by position, age) addressee. Pronoun You used: 1) when talking with a well-known person with whom friendly relations have been established; 2) in an informal communication setting; 3) with a friendly, familiar, intimate relationship with the addressee; 4) to a younger (by position, age) addressee.
In an official setting, when several people take part in a conversation, Russian speech etiquette recommends even with a well-known person with whom friendly relations and everyday communication have been established. You, Go to You.
Some people, especially those in a higher position than their interlocutor, use the form You, deliberately emphasizing, demonstrating his “democratic”, “friendly”, patronizing attitude. Most often, this puts the recipient in an awkward position and is perceived as a sign of disdain, an attack on human dignity, and an insult to the individual.
Appeal
One of the important and necessary components of speech etiquette is address. It is used at any stage of communication, throughout its entire duration, and serves as its integral part. At the same time, the norm for using the address and its form have not been definitively established, cause controversy, and are a sore point of Russian speech etiquette.
Currently appeal sir, madam is perceived as the norm at Duma meetings, in television programs, at various symposia and conferences. Among civil servants, businessmen, and entrepreneurs, the norm is becoming sir, madam in combination with the surname, position title, title.
Appeal comrade continue to be used by the military, members of communist parties, as well as in many factory teams. Scientists, teachers, doctors, lawyers prefer words colleagues, friends. Appeal respected, respected found in the speech of the older generation. Words female Male, which have become widespread in the role of communication, violate the norm of speech etiquette, and indicate insufficient culture of the speaker. In this case, it is preferable to start a conversation without references, using etiquette formulas: please..., please..., excuse me..., excuse me...
The problem of commonly used address remains open. It will be solved only when everyone learns to respect himself and treat others with respect, when he learns to defend his honor and dignity, when he becomes an individual, when it doesn’t matter what position he holds, what his status is. It is important that he is a citizen of the Russian Federation.
IN business communication When addressing the addressee, his official position, field of activity, and degree of personal acquaintance are taken into account. The most general conversion formula, which can be used regardless of the listed factors, is: Dear Sir…(surname)! Madam…(surname)! Dear Sirs!
When contacting officials of higher and higher central authorities state power and administration, presidents (chairmen) of societies, companies, firms may contact With indicating the position and without the surname, for example: Dear Mr. President! Dear Mr. Chairman! Dear Mr. Mayor!
In invitation letters and notices it is allowed to address by name and patronymic: Dear Vladimir Andreevich!
When addressing persons of the same professional circle, it is possible to address: Dear Colleagues! The rules of business etiquette require: if the text of a document begins with a formula of personal address to the addressee, then at the end of the text, before the signature, there must be a final formula of politeness Sincerely.