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1. Speech etiquette: history, foundations, factors that determine its formation

1.1 The history of speech etiquette

1.2 The basis of speech etiquette and the factors determining its formation

2. Rules and norms of speech etiquette, main groups

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

2.2 Rules and norms of speech etiquette in the process of communication: formulas of politeness and mutual understanding

2.3 Rules and norms of speech etiquette at the end of communication: farewell, summary and compliments

2.4 Features of speech etiquette in distant communication, communication by telephone

2.5 National differences in speech etiquette in different countries

Conclusion

Literature

1 . Speech etiquette: history, foundations, factors that determine its formationabouting

1.1 The history of speech etiquette

The emergence of etiquette as such and speech etiquette in particular is strongly associated with the development of the state as the main regulatory and governing system of society. The state, which by its nature implies a hierarchical structure of power and institutions of power, various forms of social stratification, various forms of subordination, needs norms and rules of conduct that would in practice serve as a means of differentiation and recognition of various social groups, strata, institutions. The system of ranks, ranks, titles, ranks and other attributes of the hierarchical system of power necessarily requires tools that will accompany the communication of representatives of different layers and groups that differ in the above definitions. Here is how V.E. Goldin in the book Speech and Etiquette, a feast at the court of the Mongol Khan Kublai (according to Marco Polo): “At the feast, the great khan sits at the table like this: his table is much higher than other tables; he sits on the north side, facing south; on the left side next to him sits the eldest wife, and on the right hand, much lower, the sons, nephews and relatives of the imperial family; and their heads are at the feet of the great khan; and other princes sit at other tables, even lower. Wives are seated in exactly the same way. The wives of the sons of the great khan, his nephews and relatives - on the left side, lower, and behind them, even lower, sit the wives of barons and knights. Everyone knows his place, where he must sit according to the order established by the great khan ... ". Over time, the activities of power and public structures are so formalized and normalized, the differences between different social strata and groups are manifested so clearly that communication in the state and society is overloaded with a huge number of unsystematized norms and rules. All this leads to confusion and confusion. From this moment on, a huge number of norms and rules begin to be classified and systematized. We can consider this particular point in the development of the state and society as the birth of a system of norms and rules that regulate and normalize human behavior in society, i.e. etiquette. And since the order of behavior in society is brought up from childhood in each of its members by the family, school, and the whole environment, then etiquette becomes part of the moral rules studied by the science of ethics.

The Dictionary of Ethics defines this concept as follows: “Etiquette (French etiquette - label, label) is a set of rules of conduct relating to the external manifestation of attitude towards people (treatment with others, forms of address and greetings, behavior in public places, manners and clothes) ". As you can see, the very word "etiquette" came to us from France, from the royal court of Louis XIV. And labels were called small paper tablets, issued to those who wanted (or were forced to) appear before the king. It was written on them how a person should address the king, what movements should be made, what words should be spoken. This is where the tendency to systematize norms and rules, which is mentioned above, is manifested. Labels at the court of the French king were one of the first documents that institutionalized speech etiquette as a system of norms and rules for interpersonal communication. E.V. Arova in the book "Be Kind" says that the oldest information about etiquette is already contained in the "Teachings of Kagemni to Pharaoh Snofri", which is about five thousand years old. As you can see, in all the above examples we are talking about general rules of behavior and the rules of speech behavior are combined, but we will talk mainly about speech rules, i.e. about speech etiquette.

1.2 The basis of speech etiquette and the factors that determine its formationabouting

Speech etiquette is a wide area of communication stereotypes.

In the process of upbringing, socialization, a person, becoming a personality and more and more completely mastering the language, learns the ethical norms of relationships with others, including speech relationships, in other words, masters the culture of communication. But for this it is necessary to navigate in the situation of communication, in the role characteristics of the partner, correspond to one's own social characteristics and satisfy the expectations of other people, strive for the “model” that has developed in the minds of native speakers, act according to the rules of the communicative roles of the speaker or listener, build the text in accordance with stylistic norms, master oral and written forms of communication, be able to communicate in contact and at a distance, and also master the whole gamut of non-verbal means of communication, which will be discussed below.

In every society, etiquette gradually developed as a system of rules of conduct, a system of permits and prohibitions that generally organized moral norms: protect the younger ones, take care of the wife, respect the elders, be kind to others, do not offend, do not offend those who depend on you, be hardworking , conscientious - etc. etc. L.A. Vvedenskaya in her book "Russian Language and Culture of Speech" gives the following definition of etiquette: "Etiquette is a set of accepted rules that determine the order of any activity." This is how etiquette and ethics are combined: after all, it is not for nothing that dictionaries define the second meaning of the word ethics as a system of norms of moral behavior of a person, any class, social or professional group.

There are a lot of etiquette marks in every community. They are nationwide, they are signs of a social environment, or a social group, or a narrow circle - and at the same time they always carry important information: one's own - someone else's (not belonging to the environment, circle), superior - inferior, distant - close, familiar - unfamiliar, desired - unwanted, etc. Here is such a scene already from our times, described in the magazine “Around the World”, may seem interesting: “A klaxon is heard from afar, excitement is noticeable among the walkers. A large limousine is approaching. On one of the wings flutters a red flag with a purple tint with a red cross on a white background. Everyone around squats and then sits cross-legged on the side of the road. In the back seat of the limousine, a massive figure can be seen - King Tubow IV. He is supposed to be greeted by sitting down with folded hands. This is not just a custom, it is a law, the observance of which is strictly checked by the local police.

And in the same way, ordinary people of Tonga greet aristocrats. This is the etiquette of greeting the king in Tonga. And if you do not greet him like that, then you are a stranger, belong to another society, another nation.

Naturally, etiquette and speech are closely related. An excellent book by V.E. Goldin's Speech and Etiquette, already mentioned earlier. "The manner of speech, style, permission or prohibition to say one thing and not say another, the choice of language means as a mark of one's belonging to the environment - all this is noticeable in our everyday speech manifestations."

So, speech etiquette: is there an exact definition of speech etiquette? L.A. Vvedenskaya in her book "Russian Language and Culture of Speech" gives the following definition of speech etiquette: "Speech etiquette refers to the developed rules of speech behavior, the system of speech formulas of communication." N.I. Formanovskaya gives the following definition: “Speech etiquette is understood as the regulatory rules of speech behavior, a system of nationally specific stereotyped, stable communication formulas accepted and prescribed by society to establish contact between interlocutors, maintain and interrupt contact in the chosen key.” The degree of proficiency in speech etiquette determines the degree of professional suitability of a person. This primarily applies to civil servants, politicians, teachers, lawyers, journalists, etc. Possession of speech etiquette contributes to the acquisition of authority, generates trust and respect

Compliance with speech etiquette by people of the so-called linguo-intensive professions, in addition, has an educational value, contributes to the improvement of both speech and the general culture of society. Following the rules of speech etiquette by members of the team of an institution or enterprise creates a favorable impression, maintaining a positive reputation for the entire organization.

What factors determine the formation of speech etiquette and its use? L.A. Vvedenskaya defines these factors as follows:

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

Speech etiquette is determined by the situation in which communication takes place. It can be a presentation, conference, symposium, meeting, consultation, anniversary or other holiday.

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, main part and final part. In this regard, the speech etiquette formulas are divided into 3 main groups: 1.) speech formulas for starting communication, 2.) speech formulas used in the process of communication, 3.) speech formulas for ending communication.

In addition, speech etiquette has national specifics. Each nation has created its own system of rules of speech behavior. For example, a feature of the Russian language is the presence in it of two pronouns - "you" and "you", which can be perceived as forms of the second singular. The choice of one form or another depends on the social status of the interlocutors, the nature of their relationship, the official / informal situation. Referring to "you" is not accepted with strangers; in a formal setting; with older people, rank sometimes posts. At the same time, "you" should not be addressed to friends and relatives, classmates or work colleagues.

So, taking into account the factors that form and determine speech etiquette, knowledge and observance of the norms of speech etiquette, creates a favorable climate for relationships, contributes to the efficiency and effectiveness of business relations.

2 . Rules and norms of speech etiquette, main groups

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

Greeting: If the addressee is unfamiliar to the subject of speech, then communication begins with an acquaintance. This can happen both directly and indirectly. According to the rules of good manners, it is not customary to enter into a conversation with a stranger and introduce yourself. However, there are times when it is necessary to do so. Etiquette prescribes the following formulas:

Allow me to get to know you.

I would like to get to know you

Let's get acquainted

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

Let me introduce myself

My surname is Kolesnikov.

Anastasia Igorevna

Formal and informal meetings of acquaintances, and sometimes strangers, begin with a greeting. In Russian, the main greeting is hello. It goes back to the Old Slavonic verb "hello", which means "to be healthy", i.e. healthy. Along with this form, a greeting is common, indicating the time of the meeting: Good morning, Good afternoon, good evening. In addition to common greetings, there are greetings that emphasize the joy of meeting, respectful attitude, desire for communication: Very glad to see you!; Welcome!; My regards!

An illustrative example that makes it possible to observe the entry, penetration into a foreign environment through the execution of the etiquette rules of speech and accepted forms of greeting accepted in that environment:

“I waited aside - until he was released, until the departing people disappeared into the car, and the mourners dispersed along the train through the windows of the compartment? And then he came out of the vestibule, out of breath, stuffing the tip into his pocket. A sort of reddish kid, a kind of cunning cat with shifty eyes. I almost made a mistake - I almost addressed him as "you", and even almost apologized for the trouble.

Hello Iron, how are you? I told him as unceremoniously as possible.

Things are like in Poland: whoever has a cart, that is a pan, - he answered briskly, as if we had known each other for a hundred years ”(Ch. Aitmatov. Scaffold).

Well, if the hero had used the usual for himself (characteristic of his own social characteristics) you to an unfamiliar person - sorry for the trouble - and he would have remained a stranger.

We have already noted earlier that it is common for villagers to greet even strangers, sending them a sign of goodwill. There is such an interesting comment about this village hello: “- Hello, - a woman with buckets, lives three houses from Aunt Dusi, her name is Nastya, in the morning we meet like this on the street. - Hello...

It doesn't mean we know each other. We just know each other by sight. But even if she never saw me, she would still say hello. Polite "hello" - for strangers. And a few pages later: “A woman with buckets, who met on the way, says “hello” to me, not because she recognizes me as her own. With her, she would have exchanged more than one word, for her she would have found a question; “Where, gulena, will you lift your skis?”. Or a joke: “You are a force, guy, pants, I look, painfully smart.” Or some simple request: "Tell Duska, let him bring the saw." In Krasnoglinka, all neighbors, all relatives, life is so closely intertwined that at a meeting there is always something to say that does not fit into one word. Even silence means much more than an on-duty "hello"; met and remained silent - for a reason, it means he is angry, does not want to know, shows resentment. And “hello” is - we notice you, man, at the sight of you there is neither joy nor grief, go past yourself. “Hello” is a greeting for strangers” (V. Tendryakov, Apostolic business trip). But even this: “we notice you, man” is already a sign of goodwill. Although V. Soloukhin does not agree that hello to the stranger in this - "neither joy nor sorrow." Here is an excerpt from his poem, which is called "Hello";

Hello! We bowed and said to each other.

Hello! What special topics did we say to each other? Just "hello", we didn't say anything more, Why did the world add a drop of sun? Why is there a drop of happiness in the world? Why did life become a little more joyful?

As you can see, hello pleases us. Be that as it may, we need an etiquette greeting sign at least to say: I notice you.

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

This is eloquently stated in a letter published in Komsomolskaya Pravda signed by Andrey: “We, probably, in the only country in the world do not address each other. We don't know how to address a person! Man, woman, girl, granny, comrade, citizen - pah! Or maybe a female face, a male face! And it's easier - hey!

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

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

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

The fate of the word comrade was somewhat different. It came to us from the Turkic language in the 15th century and had the root tavar, meaning "property, livestock, goods." Probably, initially comrade had the meaning "companion in trade", then it was supplemented with the meaning "Friend".

From the end of the 19th century, Marxist circles were created in Russia, their members called each other comrades.

In the days of communism, comrade was the main appeal to a person, later it began to be replaced by words like: man, woman, grandfather, father, boyfriend, aunt, uncle. These appeals can be perceived by the addressee as disrespect for him, unacceptable familiarity.

Starting from the end of the 80s of the last century, appeals began to return to use: sir, madam, sir, madam.

The appeal comrade is legally left as an official appeal in the armed forces and other power structures, as well as communist organizations, factory and factory collectives.

2.2 Rules and norms of speech etiquette in the process of communication: formulas vewellkindness and understanding

After the greeting, a business conversation usually begins. Speech etiquette provides for several beginnings, which are determined by the situation. The most typical are 3 situations: solemn, working, mournful. The first includes public holidays, anniversaries of the enterprise and employees, receiving awards, birthdays, name days, significant dates for the family or its members, presentation, conclusion of an agreement, creation of a new organization.

On any solemn occasion, a significant event, invitations and congratulations follow. Depending on the situation (official, semi-official, unofficial), invitation and congratulatory clichés change.

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

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

As in all other situations of interpersonal communication, congratulations should be extremely correct, appropriate and sincere. Only here with sincerity you need to be very careful. Congratulations are a society-accepted ritual of respect and joy for a loved one, but this is not a way of conducting a conversation or correspondence; congratulations should not contain purely personal topics and questions of the congratulatory addressee. The content of the congratulations is a ritual expression of joy, but nothing more. Let's take greeting cards as an example. Greeting card - all filled with factual information! Of course, the standard, the ritual ... But what a shame not to receive a greeting card on a solemn occasion! If we neglect this factual side and begin to displace it with meaningful information, then it will turn out as in the humoresque of Herman Drobiz: “Petya filled out greeting cards without thinking twice: “Dear Seryozhka! Great happiness to you in the New Year!”, “Dear Natasha! Much happiness to you in the New Year! But then he thought: “Essentially, these are thoughtless replies. If I am a true friend to my friends, then is it not hypocrisy to wish great happiness to those who dream of little? Isn't it a mockery to get off with a general phrase when you know well what exactly your friend dreams of? Decided! This time, friends will receive from me sincere wishes for exactly the happiness they are after.

"Dear Earring! How many years have I known you, how long have you been dreaming of leaving your wife, who is disgusting with you, a petty-bourgeois woman. May the New Year bring you the freedom you desire. Make up your mind, friend!

“Dear Natasha! Do I not know how patiently you are waiting for Seryozha. May your dream come true! And further. You are justifiably ashamed of your figure. I wish you to lose fifteen kilograms in the New Year. I guarantee that then Seryozha will look at you in a new way!

“Dear Vovyastik! Our dear poet! All your life you dream of writing at least one poem, for which you will not be ashamed later. May it happen in the coming year!”

“Dear Anton Grigorievich! In the coming year, I wish you to recover from hard drinking once and for all. What happiness it would be!

The postcards made an impression. Seryozha really left his wife, who read Petino's wish and made a huge scandal. But he did not go to Natasha, and three days later, miserable and hungry, he crawled back. Anton Grigoryevich, upon receiving the postcard, fell into an unprecedented binge. The poet Voviastik burst into a poem in which the softest expression was: “Are you a friend? You are a creeping snake ... "

So Petya was left without friends. Do I feel sorry for him? And how. Would you like to express your condolences? Yes. But I will not take a step forward until he apologizes for the card he sent me: "With all my heart I wish that in the coming year you finally have a sense of humor."

Jokes are jokes, but the understanding that without contact-establishing communication, without speech etiquette and friends, you can lose is obviously useful to all of us

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

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

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

Here are the speech clichés that are used in these situations.

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

In addition to official thanks, there are also ordinary, unofficial thanks. This is an ordinary "thank you", "you are very kind", "not worth thanks", etc. There is even such a thing as “stroking”, which is designed to compliment a person with the help of speech etiquette, create a positive opinion about oneself, and convey a good mood to the interlocutor. Psychiatrists and psychologists have repeatedly observed cases where the lack of affection from adults caused in infants a severe lag in development and even a serious illness. Therefore, what a mother does intuitively is talking to the baby, smiling at him, picking him up, stroking him, etc. - absolutely necessary for the child.

But for adults too! Here is the wife, for the umpteenth time asking her husband: Tell me, do you love me? Men laugh at this, and sometimes get angry, but women (the most emotional part of humanity) seek to satisfy their thirst for “strokes”. And how men flourish from praise, approval (although they often try to hide it)!

Linguists thought about all this and found that the language responded to such a need, created a system of verbal “strokes”. An important place belongs here to speech etiquette. After all, all greetings, information about life, health, deeds, all thanks, apologies, congratulations and wishes have no other purpose than to serve as “strokes”.

Hi, how are you?

Everything is good! And you have?

Nothing too. Well, everything!

Till! - so they exchanged "strokes"! The thing is that speech etiquette is implemented in a situation of direct communication, when “here” (at the meeting point) and “now” (at the moment of meeting) “I” and “you” openly exchange “strokes”. That is why the expressions of speech etiquette touch us personally (pleases “performance” and upsets “non-performance” in relation to us). Thank you! - in the phrase, in its structure, grammar, semantics, “I” and “you” are reflected, the phrase is equal to a good deed “here” and “now”. And the transmitted information is of a social nature, such as “I notice you, respect you, make contact with you, wish you well ...” It is not for nothing that the expressions of speech etiquette in their origin (in their etymology) mean goodwill: hello - be healthy, the same Congratulations; thank you - thank you (for your service); I'm sorry - I admit my fault and ask for forgiveness; thank you - God save (for good deeds), etc.

Remarks, warning: The company (management, board, editorial office) is forced to make a (serious) warning (remark) .., To (great) regret (chagrin), must (forced) to make a remark (to reprimand)

Often, people, especially those with power, consider it necessary to express their proposals, advice in a categorical form: All (you) must (must) ..., categorically (persistently) advise (propose) to do ...

Advice, suggestions expressed in this form are similar to an order or order and do not always give rise to a desire to follow them, especially if the conversation takes place between colleagues of the same rank. The "magic" of speech etiquette is that it really opens the door to our human interactions. Try to say, for example, in transport: Move over! Your recipient will most likely interpret this as a rude demand and will have the right not to perform the action: why on earth do you ascribe to yourself the role of a demanding “boss”, and assign him the role of a subordinate?! After all, they demand something higher! And add the magical please - and the imperative form already expresses a request, and only a request that is respectful enough, directed to an equal partner. And there are many other ways to handle this situation: Is it difficult for you to move?; If it doesn't bother you, move over, please, and more. others

Politeness and understanding:

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

There are different ways to be polite or impolite. V.E. Goldin writes: “...politeness and impoliteness have numerous degrees and shades. In Russian, they are denoted by such words as polite, impolite, correct, courteous, gallant, arrogant, arrogant, rude, arrogant, mannered, ceremonial, etc.”

Gallant is exquisitely polite and amiable. attitude towards a woman; the correct one behaves with restraint in full accordance with the rules, without deviating a single step from them; a courteous person is always respectfully polite ... Well, we will mention the manifestations of impoliteness below. Here we will draw a conclusion that we will need in further reasoning: impoliteness is the assignment of a role to the addressee below that which he can count on, disrespect for him; politeness is respect for the addressee, assigning him the role that corresponds to his characteristics, and maybe a little higher, when he is courteous or gallant.

The inherent politeness of a person is evaluated by others as his positive quality. Each of us has heard. What a good man - always congratulates me on holidays; You have a nice daughter - she always greets everyone, etc. Or here is an example: “Ivan Kuzmich Belomestnykh, having come out late into the courtyard flooded with dawn, saw a note on a nail: “Thank you for your hospitality. S. Lachugin "- and thought about the geological guy well and reliably:" Respectful. Not like some. You also need to be able to say goodbye ”(E. Yevtushenko. Berry places).

The journal Health reports: “Psychologists who study interpersonal relationships attach great importance to signs of attention that can calm, have a kind of psychotherapeutic effect. And isn’t everyday thank you, please, excuse me, isn’t this what their power over our mood is hidden in? It's nice to receive signs of attention, in fact, "thank you" many of us are ready to work great!

An article in the newspaper under the heading "They didn't say "thank you"" - about a conflict at work. An article in another newspaper, The Magic Word Thank You, is about the elimination of the conflict. Komsomolskaya Pravda told how the 10th grade students of one of the schools were at enmity with each other for the entire academic year: some were on the side of the young man who offended the girl, others were on her side. Finally, they decided to end the matter amicably. “And Olya said:“ I forgive him. And then, through tears: “Yes, I would have forgiven on the same day if he had come up and apologized in a good way ...”

And here, almost unbelievable events are described - people prefer to refuse profitable work, just not to be polite: “The director of a fashionable self-supporting company, proud of non-standard products, the intelligent treatment of his employees with customers, complains to me: “It’s just that the situation with personnel is not so good ... "-" De why? Is the salary less? - “What are you, the salary is one and a half to two times more!” - "What's the matter?" The director hesitates: “In dealing with a client. After all, you have to try it on. Sometimes several models, thank you for your purchase. - "So what?" - I'm surprised. “They say:“ How will I bow to every “shit”: “thank you” and “come”, - it’s better that I get less, but I don’t need these “thank you!” (From the newspaper). This, by the way, is in the article “What are we, women?”.

Cervantes said: "Nothing costs us so cheaply and is not valued so dearly as politeness." Respect, benevolence, directed to another, make us better ourselves. And it’s bad for others, and for us, when this is not there. L. Lebedinskaya sends such a figurative reproach to us all: “In the Kabardian folk epic about the Nart heroes there is a small, brave tribe - “Hare Riders”, who fearlessly engage in single combat with the giants-villains and defeat them, perform many feats. But in one they are vulnerable - they get sick from reproaches, and die from insults. Folk wisdom from time immemorial seems to warn us: people, avoid psychological stress!

Sometimes I think: what would happen to the poor "hare riders" if they had to ride in Moscow public transport or walk through Moscow shops? And it doesn't cost anything to give a good attitude! Mother Teresa, the founder of the Mission of Mercy order, who is known all over the world, during her visit to our country told the correspondent of the newspaper: “Even if there is nothing to help the needy, you can always give a person a smile or a handshake. Often it is even more than anything else.”

2.3 Rules and norms of speech etiquette at the end of communication: farewell, Resumming up and compliments

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

In addition to the usual forms of farewells, there is a long-established ritual of a compliment. A tactfully and timely compliment, it cheers up the addressee, sets up a positive attitude towards the opponent. A compliment is said at the beginning of a conversation, at a meeting, acquaintance or during a conversation, at parting. A compliment is always nice. Only an insincere compliment is dangerous, a compliment for the sake of a compliment, an overly enthusiastic compliment.

The compliment refers to the appearance, indicates the excellent professional abilities of the addressee, his high morality, gives an overall positive assessment

You look good (excellent, fine).

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

You are a good (excellent, excellent) specialist.

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

It was nice to meet you!

You are a very nice (interesting) person (interlocutor

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

2.4 Features of speech etiquette in remote communication, aboutbcommunication via phone, internet

Scientific and technological progress has introduced a new culture of communication into etiquette - communication by telephone. What is the specificity of a telephone conversation as one of the types of speech activity? ON THE. Akishina in her book “Speech Etiquette of Russian Telephone Conversation” reveals this problem in this way: “Telephone conversation is included in the number of types of speech communication carried out with the help of technical means. The peculiarity of a telephone conversation in this system is as follows:

Telephone conversation is not a means of mass communication

This is a form of communication with feedback, which brings it closer to a direct form of oral speech communication.

A telephone conversation is characterized by unpreparedness, spontaneous flow, unlike most other types of speech communication carried out with the help of technical means.

A telephone conversation is a form of dialogic speech. The specificity of telephone communication excludes polylogue as a form of communication (as opposed to a selector)

The etiquette of a telephone conversation requires a short flow of time, which is caused by the following reasons: the impossibility of talking with many subscribers at once;

As can be seen from the above, a telephone conversation is a form of oral spontaneous dialogue carried out with the help of technical means.

Unlike contact oral speech communication, a telephone conversation is distant and indirect. The interlocutors do not see each other, and therefore such important means of non-verbal communication as somatisms (gestures, posture, facial expressions, facial expressions), reliance on the situation, the significance of the spatial location of the interlocutors are disabled, and this leads to the activation of verbal expression.

Call types:

Depending on the target setting of the caller, several types of telephone conversation can be distinguished.

1.) Inquiry

2.) Various orders, challenges

3.) Transfer of information

4.) Congratulations

5.) Keeping in touch

Depending on the relationship of subscribers and the situation, telephone conversations differ:

1.) Official (business) - between strangers or unfamiliar people.

2.) Informal (frequent)

3.) Neutral - between acquaintances, but equal in position and age

4.) Friendly - between close people

Phone rules:

1.) Distinguish between formal and informal conversations. Business calls are made on work phones, informal calls are made on home phones.

2.) It is indecent to call before 9 am and after 10 pm.

3.) You can’t call strangers, if you have to do this, you must definitely explain who gave the phone.

4.) The conversation should not be long - 3-5 minutes

5.) The subscriber who is being called is not required to identify himself, even if it is a business phone.

6.) It is not permissible for the caller to start a conversation with questions: “Who is talking?”, “Who is on the phone?”

The semantic parts of a telephone conversation

1.) Establishing contact (identification, hearing test)

2.) Starting a conversation (greeting, question about the opportunity to speak, questions about life, affairs, health, message about the purpose of the call)

3.) Development of the topic (deployment of the topic, exchange of information, expression of opinions)

4.) End of the conversation (final phrases summarizing the topic of the conversation, etiquette phrases, farewell)

2.5 National differences in speech etiquette in different countries

Speech etiquette is an important element of any national culture. In the language, speech behavior, stable formulas (stereotypes) of communication, a rich folk experience, the uniqueness of customs, lifestyle, and living conditions of each people were deposited. And that is infinitely valuable. Therefore, a few words about the national specifics of speech etiquette. Let's look into our own wealth, and to our neighbors too.

I. Ehrenburg left such an interesting testimony: “Europeans, greeting, stretch out their hand, and a Chinese, Japanese or Indian is forced to shake the limb of a stranger. If a visitor would stick his bare foot to Parisians or Muscovites, it would hardly cause delight. A resident of Vienna says “I kiss your hand”, without thinking about the meaning of his words, and a resident of Warsaw, when he is introduced to a lady, mechanically kisses her hand. The Englishman, outraged by the tricks of his competitor, writes to him: "Dear sir, you are a swindler", without "dear sir" he cannot begin the letter. Christians, entering a church, church or church, take off their hats, and a Jew, entering the synagogue, covers his head. In Catholic countries, women should not enter the temple with their heads uncovered. In Europe, the color of mourning is black, in China it is white. When a Chinese man sees for the first time how a European or an American goes hand in hand with a woman, sometimes even kissing her, it seems to him extremely shameless. In Japan, one cannot enter a house without taking off one's shoes; in restaurants, men in European suits and socks sit on the floor. In a Beijing hotel, the furniture was European, but the entrance to the room was traditionally Chinese - a screen did not allow you to enter directly; it is connected with the notion that the devil is going straight ahead; but according to our ideas, the devil is cunning, and it doesn’t cost him anything to bypass any partition. If a guest comes to a European and admires a picture on the wall, a vase or other trinket, then the host is satisfied. If a European begins to admire a little thing in a Chinese house, the owner gives him this item - this is required by politeness. My mother taught me that you shouldn’t leave anything on a plate at a party. In China, no one touches the cup of dry rice served at the end of the meal - you need to show that you are full. The world is diverse, and one should not puzzle over this or that custom: if there are foreign monasteries, then, consequently, there are foreign charters ”(I. Ehrenburg. People, years, life).

The national specificity of speech etiquette in each country is extremely bright, because, as we see, the unique features of the language here are superimposed by the features of rituals, habits, everything accepted and not accepted in behavior, permitted and prohibited in social etiquette. Sometimes, in the most unexpected way, the national and cultural features of the speech behavior of the speakers are manifested. Let us refer to an excerpt from the book of essays by K. Chapek, in which he describes the meeting and exchange of greetings between two Czechs: “- Hello, how are you? - Yes, bad, not so hot

And don't speak! What's the matter?

Uh, you know how many worries!...

Well, what can you say about worries? I would like your worries!

Well, dear, if you were in my shoes, then you would not be greeted! ... And how are you?

Yes, you know, it doesn't matter!

How about health?

So-so. What do you have at home?

Nothing, we squeak!

So be healthy! - My regards! »

Isn't it true, it seems that the interlocutors are not doing well. But, citing such a dialogue, K. Capek says that if the reader understands that those who have met are not so well and their health has deteriorated, he will be mistaken. It's just that a Czech, when meeting according to custom, habit, is not inclined to say that his life is going well, he rather prefers to complain. However, he complains in a cheerful tone and, as it were, boasts of worries, is proud of difficulties and sorrows, because, according to his ideas, only an idler lives without difficulties. A serious person has only worries on his mind. Well, if the neighbor to the question: How are you? - will answer that everything is fine with him, then he will immediately arouse a vague suspicion: he is hiding something! How curious are the national features of the use of speech etiquette! According to observations, the Russians to the question: How are you? - they prefer an average answer: Nothing!, but it is not uncommon to hear from a Bulgarian: Good!

In general, the specificity of greetings and all kinds of information when meeting with different peoples is very interesting. According to B. Bgazhnokov, who studied the etiquette of the Adygs, the extremely common Russian Hello! corresponds to many ways to greet, depending on whether a man or a woman, an old man or a young person acts as an addressee, a horseman or a traveler, a shepherd or a blacksmith ... The Mongols also have a great variety. Greetings and business briefings vary by season. In autumn they ask: Are the cattle fat? Are you having a good time in autumn? in spring: Do you meet spring safely? winter: How do you winter? In general, the most common greeting even for city dwellers, even for intellectuals, is a stereotype that reflects the nomadic lifestyle of pastoralists: How do you roam?; How are your livestock? And the Russians, of course, have more than one thing in common. Hello. We have, as we have already said, about 40 greetings, or even more. And there is such, however, outdated, which is sent to the worker: God help; there is also for the visitor. Welcome!; With the arrival, and for the incoming: You are welcome! (with an invitation together), there is for a bather: Enjoy your bath!, there are greetings depending on the time of day: Good afternoon .; Good morning.; Good evening!, but there is also someone who has not been seen for a long time: How many winters, how many years! And many more greetings from us!

F. Folsom in "The Book of Language" (M. 1974) says that the ancient Greeks greeted each other: Rejoice!, and modern Greeks: Be healthy! The Arabs say: Peace be with you!, and the Navajo Indians: All is well!

Russians ask: “How are you?” But the ancient Egyptians believed that when meeting for a short time there was no time, and there was no point in doing an analysis of their health. They asked specifically: "How do you sweat?" As you can see, the most diverse stereotypes of speech etiquette captured the features of everyday life.

There are many examples of national specifics of speech and non-verbal behavior of different peoples in communicative situations. Each of the Russians who find themselves in any republic or country immediately notices such features. Here are my impressions of China: “One observation. Showing, even talking about themselves, the Chinese manage to talk more with you about you than about themselves, as if retreating into the shadows, stewed very delicately. But don't let this behavior fool you. At the same time, the Chinese are very attentively watching how delicate you are, still being able to insist on your interest in him ”(L Vasilyeva. Undreamed China). Or impressions about. Kazakhstan: “I soon realized that this simplicity was apparent - beads of sweat appeared on the master’s forehead, but he was still friendly and smiling, handing over the converted samovar to the customer, he invariably repeated: “Kutty bolsyn!” which can be translated as: "Happy to use." Only in the Kazakh language it sounds even more cordial ... ”(From the newspaper). Or impressions about England: “I have already said that an English boy of about thirteen often came to my son. The wife treated them to tea with buns or cakes. Every time after tea, the guy came to the kitchen and said to my wife:

Thank you very much, Mrs. Orestov, for tea and very tasty buns. I haven't eaten such wonderful cakes for a long time, thank you.

It does not matter that the cakes were bought in a nearby confectionery, where the boy's parents also buy them. He just knows for sure that it is impossible to leave someone else's house without thanking and praising the treat ”(O. Orestov. Another life and a distant shore). How much goodness in speech etiquette and how much national culture? Good afternoon! and Good evening!; Welcome! Bread and salt!; Do not remember dashingly!; You are welcome to our hut!; Make yourself at home!; Come in, you will be a guest!; Please love and respect! - and always good wishes, goodwill, in which there is a deep original folk meaning.

Conclusion

The value of speech etiquette for society and culture pageaus

In the process of writing this essay, I read quite a lot of literature on the culture of speech and speech etiquette. I learned a lot of interesting things about my language, the culture of my country, but, most importantly, I realized that speech and speech etiquette are one of the main forces of a person's self-identification in society. Finally, I realized that being Russian is not only speaking Russian, but speaking Russian correctly. Before me, through examples from speech etiquette, historical trends and features of Russian culture and the Russian language became visible. For example, the absence of references to the lower strata in the pre-revolutionary Russian language meant the actual slavish attitude of the higher strata to the lower strata, which in turn, most likely, was one of the main motivators and causes of the 1917 revolution.

At the same time, in fact, the unique system of addresses you / you indicates that respect for the individual and his social status was cultivated in Russia more actively and more thoroughly than in other countries.

Russian speech etiquette is one of the components of the national culture, which takes on the brunt of the preservation of the Russian ethnic group and statehood. Both the revival and the legislative consolidation of the norms of the rules of Russian etiquette and speech etiquette, including, should become a priority task for the state and society in the near future. After all, this will be a huge and fundamental step in the revival of Russia as one of the pillars of world culture and civilization, on the other hand, it will be a great contribution to the preservation and development of the Russian ethnos and state.

speech etiquette communication politeness

References

1. Akishina A.A., Formanovskaya N.I. "Russian speech etiquette" M., 1983.

2. Goldin V.E. "Speech and Etiquette". M.: Enlightenment, 1983.

3.L.A. Vvedenskaya "Russian language and culture of speech", M. 2002

4. A.A. Akishina, "Speech etiquette of Russian telephone conversation", M. 2000

5. E.V. Arova "Be kind", M. 1998

6. M.D. Arkhangelskaya "Business etiquette or playing by the rules", M. 2001

7. Yanyshev V. E. Speech and etiquette. M., 1993.

8. F. Folsom "The Book of Language", M. 1974.

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Differences in Russian speech etiquette

In Russian etiquette, there are no personal appeals that are neutral in terms of social status. After the revolution, the universal “sir” and “madame” were lost, and with the end of the communist era, the equalizing “comrade”. Now these appeals either look pretentious and old-fashioned, or have an ideological connotation. Now when interacting with strangers on etiquette use impersonal forms of phrasing.
Russian speech etiquette is unique using first and last name as a sign of respect for the interlocutor. There are few analogues of this address in other languages. Diminutive forms of names are used to emphasize a close or related relationship.
According to the speech etiquette of Russia, it is customary to use plural pronoun in official communication. This is a way to emphasize the importance of the interlocutor or to strengthen personal boundaries. The transition to occurs when there is closeness or community between people.

Intonation

The voice can emphasize the meaning of what is said or give the words a completely different meaning. The expressiveness of speech is given by appropriate intonations. The most etiquette-correct phrases from the lips of a skeptic will sound like an insult, and a dry official text from a benevolent person can console or support. The voice not only expresses feelings, it will help to show the real meaning of what was said, hidden behind the words.

The main components of intonation:

Tone. Changing the pitch creates a melody of speech, gives liveliness to the statement. The tone rises as the story progresses and falls as the thought ends. Too even a tone causes boredom in the listener, makes it difficult to perceive the meaning of what was said.
Sound intensity. According to etiquette, an excessively loud conversation is considered indecent, disturbing the peace of others, and no one will hear a quiet remark. One of the common oratorical speech techniques is a sharp decrease in the intensity of the sound, forcing the listeners to pay attention to the words.
Rhythm. You can induce a person to action with a phrase spoken at a fast pace. By reducing the rhythm of speech, it is also customary to emphasize the solemnity or tragedy of the moment. Oaths, oaths, expressions of condolence according to etiquette are pronounced slowly.
pauses. They help to separate one logical part of the story from another or to intrigue the listener. Inappropriate pauses distort the meaning of the phrase, violate the speech structure.
stress. Highlights the most important words.
Voice timbre. Creates emotional coloring. The low timbre of the voice is considered more pleasing to the listener.

Thanks to intonation, the conversation always turns out to be more saturated with emotional nuances than correspondence or text; contributes to a better understanding and response of the interlocutor. The choice of intonation in accordance with speech etiquette depends on the situation. A monotonous narration characterizes the formal, suitable for reading official documents, negotiations with officials. A change of intonation can express doubt, feelings, consent, but the transition to an overly emotional manner of speaking is considered indecent.

Russian mat, slang phrases, curses

The courtesy rules of each country for social groups who consider themselves decent have their own taboos.

The national features of Russian speech etiquette are forbidden vocabulary, which includes rude curses, the famous Russian obscenity, jargons of the underworld. Some writers and journalists consider them even a part of Russian culture for their emotionality and wide application possibilities.

Swear words have a bright expressive coloring, they are used to verbally express strong negative emotions, delight or surprise. The meanings of mats have a sexual connotation, some pseudo-religious thinkers even give them a sacred meaning.

Numerous attempts to ban swearing by law and even replace some quite decent words reminiscent of such curses have not brought results. Taboo only creates numerous substitutes that look almost decent. Now it is difficult to draw a clear line between swearing and simply expressive expressions.

In the 90s. of the last century, there was a fashion for prison jargon. Russian "fenya", the language of criminals, entered the media, literary works, everyday conversations. Some researchers have appreciated the thieves' jargon for its imagery.

Speech etiquette in modern Russian has many communication formulas to demonstrate a wide range of emotions in a conversation. All expressions either have a strict official tone, or determine the degree of closeness with the interlocutor.

In his Dictionary of Russian Speech Etiquette, Professor of Philology A. G. Balakai described more than 6 thousand phrases for all possible situations. When meeting, greeting, parting, it is customary to exchange replicas that have been established over the centuries.

In Russia, according to etiquette, it is not customary to greet passers-by, neighbors in the stairwell, so there is no need to create neutral speech structures. If communication has begun, means are used to convey the features of the relationship as much as possible, to express feelings for the interlocutor. Even universal is a good wish for a person's health.

catch phrases

Catch phrases in everyday vocabulary came from books or sayings of famous people. Their difference from other fixed expressions in close connection with historical or literary sources. Winged words and phrases spoken to the place make the speech more interesting, help to convey emotions better, show the erudition of the speaker. These expressions of the Russian language in speech etiquette perform the function of an expressive assessment of events, they are able to briefly convey to the listener the complex meaning of the statement.

Proverbs and sayings

Proverbs and sayings contain the truth and wisdom of the whole people. Their use in everyday communication or solemn speeches makes it possible to enrich statements, fill them with deep meaning. The use of this speech technique requires a deep sense of the meaning of the phrase. A proverb or saying used to the place will give expressiveness to the conversation, help to find common ground with the interlocutor, and remind you of history.

Phraseological units and idioms

Such a language tool captivates with expressiveness, figurativeness in the speech assessment of what is happening. Phraseologisms help to accurately express approval, condemnation, ridicule or a negative attitude towards the event.

The main mistakes in the use of phraseological units:

Used in the wrong context. Misunderstanding the meaning of the expression.
Too literal usage. "Head like a falcon" to describe a naked person.
Grammar distortion. The use of incorrect endings of a stable phrase. “He worked with his sleeves down” instead of the correct “sleeveless”.
Lexical errors. Removing individual words from a phraseological unit or inserting new ones. Illiterate combination of phraseological units.

The richness of the language

The main specificity of modern Russian speech etiquette is the elimination of hostility between interlocutors. The cultural feature of the rules of politeness of Russians is tolerance, tact, and the desire for mutual understanding. The use of stable communication formulas helps to quickly find the right conversation strategy.

Speech culture and etiquette are impossible without the true richness of speech. The abundance of stable phrases, proverbs, sayings makes the Russian language diverse, capacious, well-aimed.

However, the use of formulaic phrases turns speech into an empty formality, a dry likeness. The use of cliched expressions of officials, clericalism, impoverishes the language, creating heavy constructions.

Speech etiquette is a complex system of using language techniques for effective communication. Features of the Russian rules of polite conversation are correctness, tact, courtesy as a way to reduce aggressive reactions to words or deeds. Respectful communication helps to avoid using language formulas and techniques that are understandable to the social group.

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

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

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

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

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

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

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

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

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

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

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

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

Appeal is the most massive and most striking etiquette sign.

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

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

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

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

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

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

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

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

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

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

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

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

In speech etiquette, there are situations when body language is very important. Each nation has its own specific gesture:

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

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

The Laplanders rub their noses.

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

Latinos embrace.

The French kiss each other on the cheek.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The area of use differs:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

In business letters, in addition to introductory words, participial and participle phrases are often used, which also add semantic nuances.

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

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

Etiquette situations are only a part of communication.

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

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