Recently, there have been sharpchange the communication and, therefore, the language situation. This is due to various circumstances. In particular, the changes are connected with the democratization of the life of society, the intensification of the social activity of various strata of the population. The importance of a culture of communication, etiquette forms has grown. Today in large settlements there are educational institutions in which everyone can learn the rules of interaction with others. All this suggests that in the current socio-economic situation, the need to improve communicative competence, to study the norms of speech etiquette, the foundations of a culture of communication with surrounding people is brought to the forefront.
At present, the level of speech cultureacts as a business card in business, professional communication. They determine the success of the relationship. Accordingly, speech culture has become one of the integral elements of a career. The level of business communication influences the efficiency of the enterprise. The key importance in cooperation is the observance of etiquette in written, oral speech, literacy of conducting business talks, negotiations and so on. Over the past few years, the issues of the administrative and service culture of communication have been actively discussed.
The society creates for its members certainnorms and rules of speech behavior. They are used in specific situations. A set of rules that relate to the external expression of a relation to others is called etiquette. Its requirements are not considered unconditional. Compliance with the rules depends on the circumstances, time, place of interaction. In addition, in the course of changing conditions of human life, raising the level of education, culture, the norms of etiquette are transformed. Accordingly, everything that was previously considered indecent, acquires the form of a norm, and vice versa.
In the course of cognitive, labor and otherpeople enter into certain relationships. Within their framework, they communicate with each other. Thus, communication is established. Specificity of interactions is the use of language. The effective operation of the enterprise, as well as its appearance to a certain extent, depends on how competent the speech of its head and employees is.
It is closely related to the level ofpeople of individual communication skills and abilities. It is worth saying that the concept of culture itself is rather multifaceted. In a broad sense, it is a set of norms, forms, ways of interaction of people accepted in a particular group as unique standards. In particular, we mean communicative customs, rituals, forms of etiquette, etc. In a narrow sense, it expresses the degree of mastery of the skills of interaction that are created and adopted in a particular society. Accordingly, the culture of communication is a set of norms, the observance of which reflects the level of human education.
In the first place, it should be noted courtesy.It is considered a key principle of etiquette and represents a form of respect for the interlocutor. Politeness involves understanding the specific situation, sex, age, social and official position of another person. In the process of communication, it is prescribed to avoid inappropriate phrases and questions, not to discuss topics that can provoke negative emotions and associations from the interlocutor. These rules are united by such a concept as tact. Precaution is another principle. It presupposes, first of all, courtesy, readiness to render service, attention. In the context of communication, precaution is related to the ability to anticipate the probable wishes and questions of the interlocutor, to agree in detail to inform him on topics that are essential in interaction. Another important principle is tolerance (tolerance). It consists in the ability to put up with the probable differences of opinion, the desire to avoid categorical criticism. It is necessary to respect the views of others, try to understand the circumstances that influenced the formation of a particular point of view. With tolerance, consistency is closely connected. It is the ability to react calmly to tactless or unexpected questions of the interlocutor. In interaction with another person, as well as directly in the construction of dialogue, a special place is taken by benevolence. A friendly attitude helps to establish trust, if it is right to choose intonation and words.
In some cases, interlocutors can not realize their intentions and expectations in the process of interaction, they do not reach agreement with each other. Such situations are considered as communicative failure of communication. Сложность этих случаев в том, что их невозможно analyze in a "clean form". In such situations, norms of non-verbal and verbal communication, etiquette rules, etc. are intertwined. We will understand what are the types and causes of communicative failures.
The causes of communicative failures can be very different.Thus, for example, an improper atmosphere may act as a hindrance to establishing a mutually satisfying contact. In such cases, the interlocutors find it difficult to determine the tone of the conversation, they feel discomfort. As it was said above, those or other norms of etiquette are applied depending on the place of interaction. So, in the theater - one form of communication, and at the club party - another and completely different - at a business meeting. Communicative failures in professional communication may be due to lack of experiencenegotiation. If we talk about ordinary, nedelovyh contacts, then the obstacles arise because of insufficient long acquaintance with the interlocutor. It is difficult to achieve mutual understanding due to differences in education, perception of moral standards, opinions and assessments.
This is one of the most common circumstances that cause communicative failures. Examples from life по этому поводу достаточно многочисленны.They are all related to the desire of one subject to dominate the interaction. At the same time, the conditions of communicative interest are violated. In such situations, one interlocutor interrupts the other all the time, does not let him speak. In case of a violation of parity, the communication partner, who is being hindered, may lose his mind and not convey the essence of his opinion. Meanwhile, the interrupt himself often loses very important information.
As practice shows, communicative failure occurs in cases where the subject is notadheres to the generally accepted order of conversation. In particular, we are talking about not using etiquette formulas (greetings, invitations, apologies, etc.), the lack of analysis of the value of one's own statements by the level of attention of another person, the use of categorical conclusions, banal phrases. The instantly expressed conclusion does not always indicate wisdom, depth of mind, and life experience. For executives, it is especially important not to rush to final judgments about a proposal put forward by subordinates. Some directors mistakenly believe that the categorical and categorical conclusions are the key factor that provides credibility. Meanwhile, in practice, the situation is different. A leader who makes mistakes due to ill-considered decisions and assessments loses credibility very quickly.
Communicative failure often caused by carelessly abandonedreplicas to the interlocutor. Sayings can relate to the person's appearance, personal qualities, actions. All these words and phrases can be interpreted as an expression of ill will. The interlocutor, in turn, may experience feelings of resentment, irritation, annoyance, grief. This practice of communication is typical for some managers. This, of course, excludes the establishment of trusting relationships, respect in a business conversation.
Such a habit can also cause communication failures. Examples from the literatureundoubtedly may be relevant in somesituations. However, you should know that the interlocutors do not always have deep knowledge in one area or another, know some unrelated terms. So, many abuse words such as “indifferent”, while you can say “indifferent”, “diversification” instead of “diversity” and so on. Being aware of some flaws in speech culture, many try to use books and foreign expressions, often without thinking about their relevance and lexical meaning. So, you can bring the following examples of communication failures, caused by the incorrect use of the terms: "specifically done", "do not agree without consensus".
Communicative failure can be caused by language differencescomprehension, speech compression manners. In many cases, the interviewees do not take into account these factors. If the speaker does not take into account the ability of the listening subject to perceive the meaning of the phrases, then he will not achieve the intended effect of his speech. As a result, there will be a negative feeling. It is caused, as a rule, by the fact that the interlocutor did not get the opportunity to take a breath and concentrate. In this regard, it is recommended not to use too long phrases in communication, to make short pauses, to apply formulas that help maintain contact. Examples of the latter are, in particular, such expressions as: "as you see ...", "you probably know ...", "pay attention ..." and so on. Negative impact on the nature of the interaction can be used in the speech of certain categories of words (non-printable vocabulary, words, parasites). Non-normative expressions are strictly prohibited in business communication. The leader using them will not be respected in the team. If taboo expressions are used by employees, this indicates, among other things, a low level of corporate culture.
Currently, researchers have identified the so-called destructive forms of interaction. They are considered as specific types of communication failures. These include:
All these types of communication failures associated with the manifestation of negative emotions, lack of goodwill, respect, tolerance for the interlocutor.
Aggressive behavior is tough,emotionally colored, targeted attack on a person, willingness and desire to cause damage. It expresses hostility to the subject. Speech aggression refers to such behavior in which the word is used as a tool, not force. Such a destructive impact can cause damage to the person against whom it is directed. Aggression can be caused by a defensive reaction. For example, the employee seeks to justify himself in response to the comments of the authorities or the person is looking for a way to "save face". The use of expletive (not necessarily taboo) words and expressions in speech can be viewed from different angles. For example, it can be a means of verbal aggression, an emotional and expressive reaction to unpleasant actions or events. The abuse is also used to reduce the social status of the addressee, giving a certain person negative characteristics. Speaking of aggression in speech, it is appropriate to bring thoughts of Achilles Tatia. He said that the word is like an arrow shot from a bow. It pierces the soul, inflicting wounds on it. Swearing arrows attract anger, reveal the misfortune of a person, plunging him into sadness. Reproaches inflict a wound, which is called shame. Despite the fact that the injections of words are bloodless, their trace is very deep.
Any communicative failurethus resulting from a violationformulas of speech etiquette, non-compliance with the rules and norms of cultural interaction, lack of education and neglect of self-development. The dynamically developing conditions of modern life require from people the dedication, composure, the ability to make contact with others. How to avoid communication failures? Eliminate barriers in the interaction caneach. To do this, you should pay attention to self-education, learn the basic rules and norms of communication, speech etiquette. A great help in this will read the Russian classics. Literature introduces readers to the samples of beautiful and correct speech. Success always accompanies those who work hard to achieve their goals. As Balzac argued, charm in conversation and lightness of mind are either a gift from nature, or the fruit of education, which was begun in the cradle. The development of skills, the ability to interact with others opens many doors. People with a culture of speech, are interesting interlocutors. It is pleasant to be with them in the company; they may well turn to for advice. They will always listen to the interlocutor with attention, share their own experiences, help to understand the problems.
