What is cultural communication
The first impression is formed quite quickly, it only takes a couple of minutes.
Many people instantly attract sympathy or antipathy. It doesn’t depend at all on clothes or appearance, but on how a person speaks. A culture of communication, good manners and knowledge of the rules of etiquette come to the fore when assessing a person. Good manners are not given by birth, like many other things, they need to be learned. The foundation is laid by parents, who give the first ideas about correct behavior in society. A person improves this knowledge and skills throughout his life. And by setting such a goal, you can help yourself to facilitate communication with other people, make a good impression and achieve success faster.
The importance of etiquette
Speech is not at all a simple formation of thoughts into words and sentences; it is a most complex mechanism in establishing and establishing social connections. The culture of communication affects not only the interlocutor, but also the person himself. The selection of the right expressions and correct manners shape the special mood of your opponents.
The need to master communication etiquette in the business sphere is especially clearly visible. Subject to all the rules of good manners, the employee forms a favorable opinion among others not only about himself, but also about the company he represents. Therefore, if you want to reach certain heights, you need to have good command of your speech.
Features of formation
Psychological readiness for school - what is it, what components does it include?
No one is born well-mannered. In order for a person to become cultured, a set of measures is used. It is implemented not only by parents, but also by educational organizations.
Important! The child learns certain norms in the process of interacting with other children.
In kindergarten, children are taught how to treat adults correctly and what polite words to use in everyday life. At older preschool age, children are already able to understand the difference between “you” and “you”, addressed by first name and patronymic.
Education is a slow process, but with constant influence the result will not be long in coming. Parents explain to the preschooler how to behave in public places, how to ask strangers, and other important aspects of existence in society.
Education continues at school age. Children are taught to behave correctly in different situations, they are shown how to demonstrate a culture of communication in writing. For example, how to write a letter in a business style, etc.
Fiction can help in developing ideas. Fairy tales, short stories and other works give children the opportunity to learn from the experience of the characters and analyze the actions of the characters.
Forming ideas about what polite contact should be like is the primary task of education. Without this knowledge, it will be difficult for a person to exist in society.
Rules of etiquette and communication
Communication ethics is not only about the manner of speaking correctly. Intonation, language, distance and behavior of the individual are also important aspects. Studying the generally accepted rules of communication culture can help you present yourself correctly.
What you should pay attention to when communicating:
- Distance between interlocutors
The culture of communication dictates its own norms. For example, for strangers or unfamiliar people, the optimal distance is considered to be a distance of 2 outstretched arms. In addition to considerations of personal space and comfort, this also has practical significance for communication etiquette - any interlocutor can calmly leave, no one is blocking anyone’s passage or holding anyone’s buttons.
- Confusion
If during communication you mix up your name or forget it, it is enough to apologize once. You can also briefly ask for forgiveness if you stumbled or delayed the pause in the conversation.
- Gossip
Gossips at events bring particular discomfort. In order to avoid getting into a bad or sticky situation, you should not discuss anyone present. This is a sign of bad taste and is not approved by social etiquette.
- The topic of conversation
A correctly selected topic of conversation is the key to success. In the culture of communication, it is considered unacceptable for a long conversation to focus on one’s dreams, memories, children or spouse, habits, illnesses, gossip, taste or sexual preferences.
Religion and politics should not be touched upon at all, as aspects of worldview are very confusing to most people.
If the interlocutor expresses clear signs of irritation from the chosen topic, it is worth apologizing and moving the conversation to a more neutral one.
- Tact
The ethics of communication imposes an unequivocal ban on using a language that is unfamiliar to the people around you. Even if you are talking to an old acquaintance in the company of others. This is a blatant faux pas!
Jargon and professional terminology should be avoided. When meeting a representative of any profession (builder, doctor or lawyer), it is not customary to ask them for advice. If such a need arises, you should arrange a personal meeting at another time. Thus, communication etiquette will be observed.
- Patience
The topic of conversation may not always be of interest to you. If the interlocutor considers it necessary to convey some information, he needs to be listened to. If she is unpleasant, you can quietly move the conversation in a different direction. Interrupting your interlocutor mid-sentence is a sign of bad taste. As well as demonstrating obvious irritation, impatience and anger.
Making comments is not considered correct and is allowed only in exceptional cases. These cases, as communication etiquette says, are rudeness towards you or your loved ones, gossip, touching on personal issues without permission, criticism.
- Showing interest
It is impossible to look at a person closely and continuously. Looking at someone else while eating is especially embarrassing.
- Humor
Sometimes there is a desire to defuse the situation or back up your words with something pleasant or a bright joke. Any anecdotes, funny stories, poems are appropriate in small doses and only in accordance with a specific topic.
- Demonstrating your superiority
Nobody likes to feel stupider than their interlocutor. Therefore, overwhelming your interlocutor with erudition is not the best option. Overestimating and praising one’s capabilities is also unlikely to find its fans.
If you don't understand something, don't be shy. According to the ethics of communication, this can be voiced and asked for explanation. People love to show interest in them, as well as the opportunity to discover something new for their interlocutor.
- Sincerity
Ethics of communication presupposes a respectful attitude towards the interlocutor. In the event that trouble or misunderstanding occurs, words of support are very important. But using stereotypical phrases and well-known wise advice is a sign of bad taste. Try to enter the situation and find sincere words of support for the person. This shows your respect for him, interest in his personality and gratitude for his openness.
- Proper handling
Communication ethics implies the correct approach to another person, because communication begins with him. It is very important to take into account age, gender and status characteristics in such a delicate matter. Otherwise, there is a risk of starting communication on an unpleasant note.
- "You" and "you"
Ethical standards of communication suggest addressing “you” only to the closest people and children under 12 years of age, and using the wording “you” with everyone else. Even if the person is the same age as you.
- Demonstration of kinship
Society does not always welcome excessive emphasis on close relationships between two or more people. In order not to attract attention, strangers, close friends or relatives are called by name in society.
- Transition to informal communication
It is necessary to make the transition from “you” to “you” slowly and very tactfully. As speech etiquette and the culture of communication say, it is better if the initiative comes from a woman or a person older in age or social status.
Standards of behavior for a leader
The practice of developing a business style of interaction within organizations has made it possible to develop the most effective norms of behavior for managers and subordinates. Thus, for managers, the following examples of a reference management style can be given:
- Work on uniting a team whose members have moral and ethical communication skills.
- Involving employees in the company’s tasks, which will allow them to feel more comfortable both morally and psychologically. This usually occurs in the process of identifying an employee with the team.
- All comments to employees should be made in full accordance with the rules that prescribe the ethics and culture of business communication within organizations.
- When conflicts arise, the manager must find out all the reasons. If the problem arose due to dishonesty or inappropriate behavior of a certain employee, then the boss’s task will be to help the subordinate change his behavior style.
- You should not give recommendations to subordinates in matters that go beyond the scope of professional duties.
How to refuse correctly
Sometimes it happens that an awkward situation arises where you need to refuse a particular offer. This can be done using different tactics. The form of refusal is chosen based on the possibility of providing or not providing assistance, the proximity of communication with the person, the personal attitude towards the interlocutor, and the type of request.
Speech subtleties of refusal:
- A decisive "no"
If the situation requires an immediate response, you should not delay in refusing. A trembling voice and shifting eyes will let your interlocutor know that you are not confident in yourself. As a consequence, this opens the horizon for repeated manipulation.
- Arguments
When justifying your refusal, repeated requests or reproaches are not acceptable according to the ethics of communication. If this occurs, then this is evidence of the level of communication culture of the other person, and you have the right to leave. But refusing without explaining the reason is unacceptable.
- Defensive posture
There is no need to back up your verbal refusal with a psychological block in the form of crossed arms or legs. Such behavior can offend your interlocutor.
- Reproaches towards the petitioner
Under no circumstances should you shame or accuse another person of impudence for trying to ask for something. His right to ask, yours to refuse. Most often, in such a situation, notations are not needed. But you can at least provide moral support.
Culture in a telephone conversation
A telephone conversation is a form of conversation within strict boundaries, which often leads to mistakes in business etiquette. On the other hand, the limited format has its advantages, one of which is the ability to model typical situations and ways to overcome them. For example, the rules of business communication culture in a telephone conversation can be reflected in several common examples of behavior:
- You cannot call your partner’s home number without prior approval.
- The optimal time frame for a possible call can be determined as follows: from 8 am to 11 pm.
- If the call is not answered, do not hang up immediately.
- If the connection is interrupted, the call initiator must resume it.
- You should not speak loudly unless the interlocutor asks for it due to poor hearing.
- The conversation should be short and to the point.
- You need to answer calls as quickly as possible, otherwise the interlocutor will think that the conversation is not of interest to your partner.
- It is undesirable to move away from the phone during a conversation, but if this is necessary, then you should warn the interlocutor in advance.
Also, do not forget that the generally accepted principles of business communication culture require a positive and at the same time meaningful greeting and conclusion of the conversation with a possible summary.
Chatting with strangers
Sometimes difficulties arise when speaking to strangers in transport or on the street. It is common to use the words: woman, man, boy, grandfather. However, such treatment is unacceptable. According to communication ethics, you need to use impersonal phrases: please tell me, excuse me.
According to the ethics of communication, a man should be the first to greet a woman, a junior to a senior (by age or rank), a latecomer who is waiting, or someone already present who has entered.
Depending on the circumstances, the following types of treatment are distinguished:
- Official (madam, citizen, master);
- informal (by name or “you”);
- impersonal.
