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Файл:Этика и эстетика в туризме (на английском языке) = Ethics and Aesthetics in tourism (in English). Конспект лекций для обучающихся 3 курса образователь.pdf
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tool to provide guidance to employees when making decisions. An important
contribution in this area has been made by the World Tourism Organization, who in
1999 approved the Global Code of Ethics for Tourism that consolidated and
reinforced previous recommendations and declarations on sustainable tourism.
Questions for self-check:
1.Explain the notion of business as a philosophy of the business world.
2.What are the main styles of management?
3.What are the main requirements to the personality of a manager?
4.What is the peculiarity of inter-relations of the subjects of entrepreneurial
activity in business?
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PART III. THEORETICAL BASIS OF ETIQUETTE AND
AESTHETICS AS A SCIENCE.
LECTURE 3.1.TYPES OF BUSINESS COMMUNICATION
Human communication is the
exchange of values, and the ability to
carry on a conversation is a talent.
A. Stendhal
1. Business communication. The notion of the communicative competence in
tourism.
2.Communication as a form of interaction in professional activity.
3 Interaction and perception in communication. Verbal and non-verbal
communication.
4.Image as a factor of communication.
The notion of business ethics denotes the behavior of people directly in the
process of production of material and spiritual goods without regard to rank testing
and status parameters. In this case the basis of ethical behavior is the fact people are
United by common goals and objectives.
In order to operate successfully in the social and professional environment they
must have specific knowledge in the field of sociology, psychology and ethics that
define the specificity of business interaction. The level of this knowledge shows the
level of communicative competence. The ability to tactically and strategically build
their relations with participants of business communication, drawing on knowledge
of peculiarities of the communicative process, communication (verbal, non-verbal),
conversations, communication techniques, types of partners, impact on people, the
art of self-presentation is called the communicative competence of the business
person. The development of the communicative competence is a necessary condition
for effective professional practice.
Communication as a form of interaction in the professional activities. At
the heart of business interaction lies communication. Engaging in communication,
people usually are pursuing specific objectives:
- exchange and transfer of information;
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- competency development (exchange activities, professional tools, meals);
- attitudes to themselves, to others, to society as a whole (demonstration of
relationships to each other);
- change the motivation of behaviour (interference);
- the sharing of emotions (mutual understanding).
In actual practice, we meet with the interaction type I-I called individuallypersonal (e.g., lawyer-client, manager-subordinate, travel agent- client); I-WE called
individual-collective (e.g. leader — journalists, team leader); WE-WE, collectively
called the public (for example, the administration of the enterprise — the labor
collective, the two sides negotiating parties).
Communication is a three-triune process that involves communication, and
interaction between the perception.
Communication is a specific information exchange, the process of transfer of
emotional and intellectual content. as a result of communication carried out the
collection, analysis and systematization of information, provides the necessary level
of cooperation with business partners, customers, and clients.
The socio-psychological sense of communication represents a cycle of
transmission of information from the sender to the recipient and vice versa.
Information is often encrypted using signs, symbols, systems of meanings. The
recipient's task is to decode the information, i.e., to understand their partner. Clarity
of information in business is one of the conditions for its effectiveness. Any company
should be interested, in the fact that its intention, strategy and advertising was
understood by business partners and consumers, because no one will invest any funds
in something undefined. And this can lead to reduced competitiveness, financial
crisis and so on. The responsibility for clarity of information lies more on its sender,
because the rules of ethics and etiquette require that interaction is performed "in one
language" (unless, of course, there is no intention to mislead the business partner),
namely: do not use a narrowly specialized terminology to talk about the subject, on
which partner is known to be incompetent, to use subtext that has private nature.
Interaction is organization of communication between human people.
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There are the following types of interaction:
— cooperation (joint labour activity);
— competition (the rivalry);
— conflict.
Interaction implies that the interaction between business partners, striving for
effective communication occurs on an equal basis regardless of social status,
regardless of the efforts taken by one or other of the parties for the implementation of
the interoperability.
Perception (from LAT. regserjo-psychological perception) is the process of
perception, contributing to the understanding of the participants.
Perception involves:
— the formation of interpersonal perception;
— mutual understanding;
— ensuring of inter-influence.
Basic abstract types of interlocutors. Baltasar Grasian said: "To each
person it is necessary to find the master key – this the art of managing people." To
most effectively establish communication, it is necessary to adapt their behavior to
the interlocutor, and it is possible, when there is an idea of what type of person is he
in social and psychological terms.
There are many typologies of personalities. Among the most famous:
classification of individuals by type of temperament: choleric, melancholic,
phlegmatic, sanguine; manipulator, who governs us in those or other moments of
life: a dictator, a rag, a calculator, a boring person, a bully, a nice guy, a judge, a
defender. Specialist in the sphere of business relations, A.P. Panfilov gives the
classification of communicative types of business partners, which is based on an
analysis of verbal and non-verbal characteristics in the process of interaction: "the
thinker", "the interlocutor", "practices" (table 1.).
Diagnosis of the type of interlocutor will allow to choose such a technique of
communication which in turn gives you the ability to successfully achieve the aim of
business communication.
Table 1. The typology of personalities.
The Structure of
behaviour
"The thinker" (cognitive
type)
"Interlocutor"
(emotionally communicative type)
"Practitioner" (practical
type)
The Source of
information (sensory)
The feeling takes inside
himself
Gets emotions in
communication with other people
Gets the feelings and
emotions from his actions and
the results
The Type of problemsolving, and goals achieving
Necessary information
searches in written sources
Produces information
while communicating with other
people
Prefers to organize
"thinkers" and "interlocutors"
Peculiar features of
thinking
Strict logics and
evidence of cognitive structures
The absence of strict
logics in thinking, relying on the
opinion of others
Strict logics. Oriented
on the opinion of others
Features of the
decision making
He is difficult to
convince, change already
developed idea or thought
Easily modifies his own
thinking construction in favor of
the well-being of the Group
Any decision stands
until the end, even if it turned out
to be incorrect
Emotional needs
The need for privacy in
difficult times
The need for people in
difficult times
The need for actions in
difficult times.
Dynamics and
prognosis of emotional state
The unpredictability and
irregularity of emotional
reactions
Emotional flatness and
predictability
The average degree of
evenness and predictability
Expression of worries
Hidden emmotions
Emotional expressiveness
and openness
Emotional incontinence
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Walk
Angularity, clumsiness
movements, weakness of the gait
Smooth walk
Vigorous walk
Posture
Angularity, tension
poses
Relaxed posture
Confident posture
Gesticulation
Either missing or
captured has been constrained
Rich, varied
Resolute manners
Facial expressions
Not explicitly expressed,
high self-control
Often corresponds to internal
feelings
Expressive, artistic
Speech
Slow, weak
expressiveness of speech, quiet
voice
Light, mild-mannered
communication
Loud voice, sharp and clear
phrases and voice
Manner of communication and style. Psychotype of the partner affects the manner and style of communication
specialists in the sphere of business relations entails the following styles of interaction partners:
— creative-productive (rational problem solving on mutually beneficial conditions, accompanied by the manifestation of
mutual understanding, mutual respect);
— overwhelming (the desire to solve their business problems through partner);
— remote (business communication based on mutual business caution against a partner);
— pragmatically-business (exclusively for the conclusion of a good bargain, despite the social, emotional, psychological
aspects of business communication);
— populist (overly loose way of communicating, expressing itself in violation of the norms of business communications);
- flirting (desire to achieve the goal by blunting the vigilance of a
business partner);
— friendly (networking, painted resilient positive emotions).
In addition, the style of interaction depends on the communicative capacity of
the partner (intellectual capacity, professional competence, speech culture), the nature
of relationships with business partners (respect, dependency, neglect, co-operation)
business partner status Non-verbal communication
In the aspect of human communication, most information is passed through the
gestures, postures, position and distance between partners. It is in informative signals
close contact interlocutor with an eye to eye.
Studying the behaviour of people, seeking to learn more about the actions of
their partners, the people get the opportunity to learn more about yourself and
improve your relationships with others.
When they say that a person is sensitive and has the intuition, this means that it
can read subtle cues of another human being and compares these signals with beeps,
including tone of voice, intonation, the ability to notice differences between sign
language and spoken words.
Non-verbal behavior is inextricably linked to his mental
States and serves as a means of expression. In the process of communication is
non-verbal behaviour supports the object of interpretation does not in itself, but as a
figure hidden for direct observation, individually-psychological and socialpsychological personality characteristics.
Body language feature is that its manifestation is caused by pulses of our
subconscious. These impulses cannot be faked. They often do not notice the man.
They are more truthful than verbal.
Non-verbal signs may or may not be human said that they accompany. If there
is a match, they reinforce verbal information, and if there are no, focus needed on
non-verbal signs, because they are informative about five times higher than the
words.
Many politicians are using copy of body language in their pre-election
campaigns. They are trying to placate voters and forced to believe them
"experienced" politicians.
The main non-verbal means of communication:
• kinetics;
• prosodika and extra-linguistics;
• takesika:
• proxemics.
The ability to interpret body language largely depends on the ability to retain a
customer, partner, its products, qualified to conduct a presentation of goods, make
ordering or contract.
Various tools help people succeed in business negotiations with our partners.
Found that 60% 80-communication is through non-verbal means of expression
and only 20-40% through verbal.
Own body language is vital not only in business but also in the domestic
sphere. Errors in communication can lead to misunderstanding and even conflict.
Kinetic media-visually perceived movement of another person, performing
impressively-regulatory function in communication. To kinesike include expressive
movement, posture, facial expressions, gestures, looking, gait.
One of the acknowledged connoisseur of psychology of human communication
is Allan Pease, author of teaching the basics of communication. Understand the
person on his movements, attitudes is extremely important, because words can be
false, and body position, movement, facial expression, eye contact, if they do not
consciously control, never solgut and will be given all the information that the person
wants to convey through words.
Body language is the most ancient form of exchange of information between
people. Prehistoric man, not having verbal language, communicated with his men
surrounded by using non-verbal language. Until now, people continue to use body
language, although not always understand this at the level of consciousness, and
therefore do not always give values for that language.
Information carried by such movements, the situation of the human body, how
to pose, gesture, gait, as well as facial expressions, eye contact.
Posture is the position of the human body, typical for this culture, the basic unit
of spatial behaviour. The total number of different sustainable provisions that can
take the human body, about a thousand. Pose illustrates how the person perceives its
status vis-à-vis that of other persons present: individuals with higher status take a
more relaxed posture than their subordinates.
One of the first is placed on the role of human postures as a nonverbal
communication psychologist a. Šeflen. Further research undertaken. Šûbcem revealed
that the semantic content of the posture is in placing the individual's own body in
relation to the interlocutor. This placement indicates either closed or proximity to
communicate.
With a closed posture man tries not to show the front of the body and take up
less space as possible in space. At the same time he expresses mistrust, disagreement,
opposition, criticism.
Raised shoulders and lowered head suggest that the interlocutor is closed
When open hand posture are distributed among aim palms up, legs
straightened. Marks the manifestation of trust, harmony, kindness, psychological
comfort.
People interested in communicating, be relaxed, calm, lean toward the
interlocutor, look him straight in the eye. And, vice versa, the man emphasizing their
status, will be in a tense position by expanding the shoulders, hands propped against
your hips, stand up straight, etc. For example, a person standing in the pose of "hands
in painted, shows its superiority, the call.
Gestures is the variety of movements with his hands and head, which is
understandable for communicating parties, bodily manifestation of emotions and
thoughts. Referred to as spiritual tools of communication they carry huge amounts of
raznokačestvennoj information, often the most sincere, than the words they say.
Thanks to the gesture of thought saying figuratively clearer.
Historically preceded the appearance of speech gestures, so they are less
controllable. Gestures are a peculiar arrangement manner of behaviour.
English psychologist Michael Archil, studying sign language during a voyage
around the world, found that over time the conversation Finn resorted to gesture,
Italian 1-80-120, a Frenchman, Mexican-180 times.
Gestures are classified on the
communication (gestures, greetings, goodbyes, attract attention, prohibitions,
affirmative, negative, interrogative, etc.);
gestures, expressing opinions and attitude (gestures, approval of dissatisfaction,
trust and distrust, confusion, etc.);
descriptive gestures (make sense only in the context of the speech utterance.
Speech utterances and their accompanying gestures should complement each
other, match. On non verbal and nonverbal signals congruence indicate false
judgments.
Communicative gestures and their meanings: drums fingers-misses begging
shrugs-uninteresting, not paying attention
Squeezing hand-despair, a feeling of hopelessness; compresses the fists of the
aggression, trying to control his anger; hands on chest-fold challenge condemnation;
the hands are relaxed, the Palm turns up in front of a surprised, puzzled; undo the
jacket-ready for action; Palm back cheek-interest, surprise hits himself on the Chinpuzzled remembered something touches, rubs his nose-ponders thinks; looking over
glasses-want more ... the facts; Palms folded House-interest; tight nose-tired; sitting
on the edge of a Chair-something waiting to be interested; sitting, putting your foot
on the foot and slightly shakes his leg-misses; hand, compressed into a fist behind
your back, the other hand holds her wrist-shorted, tense.
Gestures helps the speaker keep the audience's attention and convey to her my
thoughts. It is inadvertent and deliberate. Gestures enhance emotional side
appearances underscored the importance of spoken words.
Scratching the neck and nose shows doubt, uncertainty, rubbing the same neckchagrin about forgetfulness.